Distribution Service Settings
Contains settings related to call distribution.
Note that - once applied - these settings affect all current or future users in this service.
Allows to configure settings that affect Nimbus user status handling and call distribution.
|User Assignment Type|
Shows how (new) users are assigned to this service. → See User assignment types.
The default for Nimbus is "Microsoft Teams Based". Users are directly synched to the Teams channel related to the current service.
Why is this setting locked? The assignment type is determined during Service Provisioning.
Contact Center Service Type feature.
Why is this setting locked? Distribution Policies are managed and changed via the Service Administration, depending on your service type and licsense.
|New users immediately active|
The " Active" setting determines if Microsoft Team "Members" are considered as users for Nimbus call distribution. Enabling this feature will automatically add new team members to your Nimbus service team.
An "Active" state has the following effects:
Good to know
Don't see this setting? Active state toggles do not apply for skill-based services.
Determines call distribution based on user presence state as set in their MS Teams client.
Precondition: Regardless of Microsoft Teams IM presence, a user always needs to be "Active" in the service to receive Nimbus distributed calls → See above.
On the My Services dashboard a user will be shown in state: "(Not) Available" according to the configuration above:
When a user is part of multiple teams and already taking a call for one service line, the user is also marked as " Not Available " in all other Nimbus teams.
IM presence states considered by Nimbus are:
- Do Not Disturb
Related settings to check
Whenever you make adjustments to your Distribution we also recommend to check the following:
Workflows - as activities inside - such as "Availability-based Routing" or "Queue" will affect call distribution, reaching more or fewer (active) users respectively. MS Teams presence is also re-evaluated depending on the "Distribution Type" setting in the "Queue" workflow activity:
"Queue / " workflow activity Distribution Type setting Availability Scenario Effective Task distribution Broadcast
When a user turns back to "Available" and a broadcast task is in the queue.
During the next distribution iteration (timeout criteria or decline by other users) the user is included for distribution. Direct
When a user turns back to "Available " and a direct distribution task is in the queue.
During the next distribution iteration (e.g. RONA criteria or decline by previously selected) this user included for distribution.
When user is "Not Available" Pickup controls are disabled (e.g. in Dashboard)
During the next distribution iteration (e.g. RONA timeout) this user included for distribution.
A message will be shown on mouse-over that the IM presence is preventing task handling.
None, see node exit ►
No One Available
Currently all users are inactive (or active but set "offline" in MS Teams)
None, see node exit ►
In Time Available
Currently active users are not immediately available e.g. "DND/Away/Busy" or when occupied by another call.
None, see node exit ►
Currently at least 1 user is available = MS Teams presence set "available" and also set to "active" in Nimbus).
Reporting Settings (Settings > General > Reporting ) - as user related distribution and availability changes can directly affect your reporting SLA.
Contact Center Service Type feature. The Task Priority determines how incoming calls from this service are handled in sequential order.
|Configurable Property||Description||Behavior||What it looks like|
When a new task enters the to the queue, it gets a priority according to the service setting:
When should I select "Strict" or "Nothing Else" as my priority?
Note that selecting either "Strict" and "Nothing Else" will ignore round-robin distribution. Tasks get lost due to potentially long queue times.
In views with a task list (e.g. My Overview or Personal Dashboards with "Task" widgets) a "Priority" column indicates how high this task is ranked in the queue. With this setting, tasks may now "displace" existing tasks to a new rank.
Weighted Round Robin Task Distribution
Due to the rules above, task may "starve" for very long in a queue. An example would be a "Lowest" priority task getting outranked by higher priority tasks. To avoid this, a weighted round robin method is in place to mix in lower-priority tasks, equally distributed amonst available users:
|Round Counter||Round 1||Round 2||Round 3||Round 4||Round 5||Round 6|
Weighted Round Robin
The Round Robin procedure distributes the calls in such a way that the ratio between the individual priority levels is always 2:1. Each time another "Round" is started, that round counter is applied to the "weight" of the remaining tasks.
The example above assumes a configuration with 3 priority levels. There are 21 calls in the queue, with the following priority:
Following the 2:1 rule, the calls are queue over time t as follows:
Sources: Weighted Round Robin (Wikipedia Article). Please note that this example only works as long as no new calls are being processed. Calls with strict or no priority are not considered in this rule.
Task Priority in "Queue" workflow activites
In a multi-service environment, the "Priority" setting effects your "Distribution Type" setting within a Queue Workflow Activity:
2 Services A&B using a "Broadcast" Queue Activity setting in their Workflows.
|The "Broadcast" Queue setting is fixed to a 10-user batch. In a Priority scenario the first call entering – even if lower priority – may block higher priority tasks.|
After Call Work (ACW)
Contact Center Service Type feature. ACW time (in seconds) is added to the end of a call session until the user is considered available again to take the next task.
|Option||Description||ACW in Portal UI View|
|Enable ACW Time|
When enabled, shows ACW in both My Sessions and Assistant in the Nimbus portal.
Once enabled the default ACW time (02:30 mm:ss) is granted. Can optionally be extended or stopped with the additional options below.
|Allow Early End|
Enables all Nimbus users of that service to stop the ACW counter at any time.
→ Stopping ACW will free up the user to become "Available" within Nimbus and receive the next task / call.
|Allow Time Extension|
Enables all Nimbus users of that service to extend ACW by the amount specified in the " Maximum ACW Extension Time ".
This time is granted as flat "new" value to the user, not added to any remaining ACW time.
Notes on After Call Work (ACW)
- When a user goes offline in Microsoft Teams it will terminate the remaining ACW time for that user.
- Changing the ACW Toggle / Time in settings during productive hours will have an impact on new (incoming) Tasks only.
- Users are blocked from all other Nimbus service calls during ACW.
- ACW is also tracked in Power BI for reporting purposes. Reports ACW time in seconds or "Null" if disabled. Total ACW time in a single service session is summed up from all involved user sessions.
Contact Center Service Type feature. RONA (Redirect On No Answer) is a "not selectable / available" User State for all type of services. A Nimbus user in MS Teams is given RONA status if they ignore a service call or do not answer it within a set period of time seconds.
The RONA status ensures that the call doesn't get lost and is instead redirected back to the queue (or handled otherwise via the Workflow). RONA is also tracked in the Nimbus Reporting Model, and can be evaluated via Power BI OData interface.
This status does not apply when the Distribution Type in your Queue Workflow Activity is set to "Broadcast", as it would otherwise flag entire batches of users with RONA status when a call doesn't reach them.
You can configure RONA as follows:
(toggle, default: disabled)
Adds a persistent RONA state to any Contact Center licensed users of that service when they fullfill either of the following criteria:
While in RONA status the user is considered as "Not selectable / Available" by Nimbus and will not receive further call invitations. → See note below.
|RONA Reset Time|
RONA Reset Time (must to be specified)
RONA Reset Conditions
An already active RONA state can be reset as follows:
Changing the persistent RONA flag to false or changing the reset time will not have an impact on already set RONA states.
Outbound Service Call
Enterprise Routing Contact Center Service Type feature. Allows all users of that service to impersonate as the service during an outbound call. Also known as "Call As" or "Call On Behalf".
- Users of this feature must be part of a Enterprise Routing or Contact Center Service.
- The service must be enabled for "Outbound Service Call" via the "Distribution" Tab Service Settings.
- The service needs to have a PSTN number assigned in order to dial out to an external number. → Also see "Known limitations" chapter below.
Note that Basic IVR Services (User assignment type = None) are excluded from this feature.
To initiate Outbound Service Calls:
- Navigate to the My Overview or My Services view and click on the telephone icon next to the service you want to call as.
- → A teams dial out popup opens. You can now dial a number.
Before calling you can still choose between all services which are available to you (and enabled for "Outbound Service").
- To start the outbound conversation, click on the "Call" icon .
Call button states and interaction
- Nimbus interactions will disable the call button, e.g. when the user has an incoming / connected call or ACW task.
- Offline and DND will not disable the button. User related "Busy Available/ Away Available" settings - made via Distribution Service Settings > Conversations Distribution – such as "available when busy" – are also ignored.
Currently Known Limitations
- PSTN Licensing: When the selected Service doesn't have an applied phone number, the dial pad is disabled. Dial out to a UPN is allowed. → Also refer to the "Transfer to PSTN Limitation" below.
- UI visibility : "Outbound Service" calls are currently not shown in any UI like My Sessions or Attendant Console - as a result user won't be able to park/transfer/consult/etc.
- Reporting visibility: Terminated outbound calls are not reflected on any reporting view (Reporting, Dashboard or Power BI)
- O365 Search: In order to retrieve and call to O365 contacts, a tenant admin need to grant "User.Read.All" consent for all Nimbus users, as described on the required user permissions page. We are investigating if these permissions can be reduced.
Transfer to PSTN limitation
Out-of-the-box, Nimbus and affiliated addons can only perform PSTN transfers according to Microsoft's licensing and constraints.
Which PSTN license do I need to acquire?
As a tenant administrator you need to acquire the following licenses and assign them to the application instance of the respective Nimbus SOURCE service (team) that will act as PSTN transferor:
|Your Setup||Required License|
|Direct Routing||"Microsoft Teams Phone Resource Account"|
|Calling Plan||"Microsoft Teams Phone Resource Account"|
+ "Microsoft Teams Domestic Calling Plan" or "Microsoft Teams Domestic and International Calling Plan" or "Microsoft Teams Calling Plan pay-as-you-go"
+ "Communication Credits" (if these aren't already included as part of your plan)
|Operator Connect||"Microsoft Teams Phone Resource Account"|
As of 2023 "Microsoft Teams Phone Standard" licences are no longer supported by Microsoft. Previously those licenses were viable for Nimbus. → Regardless if you are using Direct Routing, Calling Plans, Operator Connect - the "Microsoft Teams Phone Resource Account" license is now always required.
Please note that Luware staff cannot make recommendations on which license plan is best suited for your needs. Depending on your scenario, additional Teams App licenses may be required. Exact details are to be discussed with your Microsoft contacts.
Also see: https://learn.microsoft.com/en-us/microsoftteams/teams-add-on-licensing/virtual-user
How does PSTN licensing affect Service and Call Transfers?
Assuming that Service A has a PSTN license assigned - but further Services don't - the following scenario may unfold:
Note that handling and tracking of running cost for PSTN licenses is outside of Luware support scope.
If you require assistance in extending and/or configuring your Nimbus services for PSTN our support will gladly assist you:
Refer to the external reference: Microsoft Teams PSTN connectivity options and Microsoft Teams add-on licenses.