Home Luware Nimbus Usage of Nimbus Task Handling

Parking

Parking describes the process of long-term parking a Nimbus task without reflecting negatively on KPIs, allowing the Nimbus User to temporarily focus on other urgent work. Same as an “On Hold” status, the parked task can then be resumed by the same user. A task is parked either by the user, or automatically by Nimbus when the user moves on to another task.

💡GOOD TO KNOW

Parking of Tasks is a default Nimbus feature available to all users and does not need to be enabled separately.

✅ Related Feature - Task Parallelization: Allows users to leverage Parking functionality in order to handle multiple tasks in parallel. This additional feature must be individually enabled per user via General User Settings, allowing to set a modality-specific and total limit of how many tasks can be parked simultaneously. The same settings also hold the “Enable Quick Switch Between Tasks” option, which lets a user move from one task to another in a single step – Nimbus parks the active task on the way.

☝ We highly advise to review both the Preconditions and Limitations of Task Parallelization in conjunction with the Parking concept descriptions on this page, as both features have a significant impact on the daily Nimbus user experience.

Differentiation: Park and Hold

💡While putting "on hold” is a commonly known concept for handling calls, Parking requires a bit of extra explanation:

For the Customer there will be no difference being “Parked” or “Put on Hold”, but in a Nimbus context there are notable differences. → 🔎 More on this below.
For the Nimbus User, with Task Parallelization enabled, “Parking” a task will be a non-blocking state as long as the user has not reached their task limits – both the overall limit and the limit of the respective modality. “On Hold” however will always be a blocking state. → 🔎 More on this below.
An active task can be non-blocking as well. For Instant Messaging, Email and External Tasks, the service decides per modality whether an active task holds the user back. Audio/Video tasks always block, so they have to be parked before the user can take on anything else. → 🔎 More on this in Task Parallelization.

🔎Differences: Parking and Holding a task in Nimbus

INC Park and Hold Comparison

To understand Parallel Task handling in Nimbus requires a clear distinction between a “Parked” and “On-Hold” task¹ status:

Parked Tasks remove the user from the call and exclude park time from connected time.
On-Hold Tasks keep the user on the call and include hold time in connected time.
Both states block the user from receiving new Nimbus tasks unless Task Parallelization is enabled in the General User Settings for the respective modality.
Both overall task limits and modality-specific limits can be configured per user. When either limit is reached, no more parallel tasks are distributed, even if all other tasks are “parked”.

☝ Note: This comparison covers the Parked and On-Hold states specifically – i.e. tasks the user has temporarily stepped away from. A Connected (active) task can also be non-blocking, independent of parking: for Instant Messaging, Email and External Tasks, the service configures per modality :

whether an active task blocks further distribution, …
blocks everything except Audio/Video, …
… or doesn't block at all.
Audio/Video tasks always block while active.

🔎As Nimbus creates Reporting Sessions for each task, Parking and Holding actions affect the reported KPIs and User States differently. The following table outlines some key aspect differences, using an Audio/Video call as example:

Aspect	Parking	Holding
User Intention	To pause a Nimbus task while being free for other – non-Nimbus related tasks or MS Teams calls.	To get a timely response and temporary mute the customer, e.g. to clarify something during a call.
Nimbus User State	“Connected” and blocked for other Nimbus tasks, when Tasks Parallelization is disabled “Selectable” and available for other Nimbus tasks. “Selectable” also applies when Task Parallelization is enabled and other Service's Distribution Settings allow the User to be selected.	“Connected” and blocked for other Nimbus tasks
MS Teams User Session Status	The Nimbus user gets removed from a MS Teams conference and can start a new Teams call. “Available” status in MS-Teams Upon unparking, the gets reinvited to the call (via MS Teams toast)	The Nimbus user stays connected to a MS Teams conference and is blocked from further calls. "Busy in a Call” status in MS-Teams When putting off-hold, the user is already in the session (no additional MS Teams toast)
Nimbus Reporting and Nimbus KPI Calculations	Park time will not be included into `ConnectedTime` KPIs. Only the actual talking time is recorded.	Hold time will be included into `ConnectedTime` KPIs. Even time not spent talking to the customer is recorded.
Transcription	The transcription session will be interrupted while Parking. The transcription bot will re-join when session is unparked.	The transcription session persists while Holding.
Supervision	An ongoing supervision session will be interrupted while Parking and will NOT restart on unpark.	The supervised session cannot be put on hold.
Customer Side	No differences for the customer: Will hear waiting music until the call is resumed.

¹It's worth noting that “task” in this context can be understood synonymously with “call”. A task can technically mean any modality & related interaction between Customer and Service (e.g. an IM chat, email, call, external task). A lot of the MS Teams specific UI interactions are skipped in this case and the parked task can resume immediately.

🔎Learn more about Task Blocking States

The following table shows which states apply for tasks to be considered non-blocking:

INC Task blocking states

Modality ►	Audio/Video				External Task	Instant Messaging	Email
Direction ► State ▼	Inbound	Outbound Call on Behalf	Outbound Scheduled	Outbound with Workflow	None (stays in Nimbus)	Inbound	Inbound
Incoming	Blocking	Blocking	Blocking	Blocking	Blocking	Blocking	Blocking
Dialing Out	n/a	Blocking	Blocking	n/a	n/a	n/a	n/a
Connected	Blocking	Blocking	Blocking	Blocking	Configurable³	Configurable³	Configurable³
Transferring	Blocking	n/a	n/a	n/a	n/a	n/a	n/a
On Hold	Blocking	Blocking	Blocking	Blocking	n/a	n/a	n/a
Parked	Non-blocking	Non-blocking	Non-blocking	Non-blocking	Non-blocking	Non-blocking	Non-blocking
Unparking¹	Blocking	Blocking	Blocking	Blocking	n/a	n/a	n/a
In ACW²	Blocking	Blocking	Blocking	Blocking	n/a	n/a	n/a

¹ Not a visible state on the UI. While Nimbus is unparking a session, a “blocking” invitation in MS Teams prevents the user from receiving further tasks.
²Includes extended ACW. Generally the ACW timer will not start when a parked session is being terminated.
³Configurable per service via Modalities Service Settings.

☝For Instant Messaging, Email and External Tasks the service additionally decides – per modality – whether an active task of that modality blocks the distribution of further tasks. → See Task Parallelization and Modalities Service Settings.

Automatic Parking

Users do not have to park a task themselves every time. Whenever a user with Task Parallelization moves on to another task, Nimbus parks the task they were working on automatically. Only one task is ever active. This happens when the user:

Accepts a newly distributed task while another task is still active.
Picks up a waiting task from a queue while another task is still active.
Unparks a different task – provided that the “Enable Quick Switch Between Tasks” setting is turned on for them. → See “Unparking” below.

An automatically parked task behaves exactly like a manually parked one: the task card turns beige, “Connected Time” becomes “Parked Time”, and the user can resume it later. The same Parking limitations apply.

☝IMPORTANT — Task limits still decide

☝ Automatic parking never exceeds the limits configured for the user. A further task only reaches them while they are below both their overall task limit and the limit of that modality. Audio/Video tasks always block – while one is active, no further task is distributed at all, so nothing gets parked automatically either.

☝Starting a Call on Behalf also parks the active task automatically, regardless of its modality (Audio/Video included), for users with “Enable Quick Switch Between Tasks” turned on. The Call on Behalf option is available on every relevant UI (Assistant, My Overview, Services Overview, Attendant Console, and My Sessions) whenever a task is active. If the user has already reached their Audio/Video task limit, the option is disabled with a tooltip explaining why. If the active task cannot be parked for any reason, the call is not started either.

Parking in the UI

Nimbus will indicate a “Parked” status in various UI views. Your user interactions with the task are handled within My Sessions, Attendant Console and Assistant:

My Sessions

Within My Sessions

Parking

✅ Precondition: A task/call has been accepted and is shown in My Sessions.

Within My Sessions, locate the active task card (green) and click on the “Park” button.
The following results will occur:
⮑ Your session is now “Parked”.
⮑ The task card will change to “beige” color to signal that it has been parked.
⮑ The "Connected Time" widget will change to “Parked Time”.
💡The task card will show an “Elapsed Time" to indicate how long the session with the customer has been ongoing overall.
⮑ In the meantime you cannot interact with the Nimbus widgets for as Codes or Tags, as parking interrupted your ongoing task.
ONLY during an Audio/Video calls - while parking:
⮑ You are removed from the call session.
⮑ Waiting music will be play for the caller.
⮑ Within your MS Teams you can now engage in (non-Nimbus) related calls.

💡You do not always have to park a task yourself – Nimbus parks the active task automatically when you move on to another one. → See “Automatic parking” above.

Parking an incoming task directly

An incoming task that is not an Audio/Video task can be parked without being worked on first. Next to the “Accept” button, such a task also offers a “Park” button:

The task is yours and counts towards your task limits, but it lands in the parked state right away.
Your connected task is not interrupted – you finish it first and unpark the new task afterwards.

💡This is useful for tasks that do not need an immediate reply, such as an Email or an External Task. Note that the task invitation inside an Adaptive Card does not offer the “Park” button.

Unparking

Within My Sessions locate the parked (beige colored) task card click on “Unpark”.
💡Note that this is not possible while you are actively handling another task, which includes tasks currently “on hold”.
💡Users with the “Enable Quick Switch Between Tasks” setting turned on are the exception: for them the “Unpark” button stays available while another task is active. Nimbus then parks that task first and activates the selected one.
The following results will occur:
⮑ The session is back to connected state.
⮑ With “Enable Quick Switch Between Tasks” turned on: the task you were working on is parked, and an ongoing After-Call Work (ACW) is ended – provided that this ACW may be ended, either because the service allows ending it early or because it has already been extended.
ONLY during an Audio/Video calls - while unparking:
⮑ You will get an incoming invitation in MS Teams which you should accept to rejoin the call.
⮑ The waiting music is stopped for the Caller.
⮑ Your session with the Caller is resumed.
⮑ You and the Caller can hear and talk to each other again

💡Unparking a task also clears a RONA flag – also when another task is parked on the way.

⚠ NEEDS CLARIFICATION — do not publish this note: Step 1 above states that unparking is not possible while another task is "on hold" — but it's unclear whether the "Enable Quick Switch Between Tasks" exception also covers a task that is on hold, or only a task that is actively connected. The acceptance criteria we've seen only describe parking the "active" task. Please confirm with the feature owner and, if the exception does not extend to "on hold" tasks, add that caveat to the sentence above before publishing.

Known Limitations

INC Parking Limitations

☝KNOWN PARKING LIMITATIONS

We are actively working on further improvements for the following items:

Audio/Video modality only: While being at the maximum limit of parked tasks a user is still shown as “Available” in MS Teams, leading to the assumption that they can receive further calls. Nimbus will not distribute any tasks, but any incoming (blind / safe) transfers to those users will not succeed.

🔎DESIGN NOTES

With Task Parallelization enabled, up to 20 simultaneous tasks are now allowed in parallel per user at any time. Nimbus development is improving the UI according to customer feedback. However, the intent will never be to “park” tasks long-term.
Call On Behalf and “Pickup” Task Queue and Distribution restrictions: While a user has reached the maximum number of parked sessions, the “Call on Behalf” and “Pickup” buttons on the UI will be disabled to adhere to the task limit.
- This is a separate mechanism from the “Enable Quick Switch Between Tasks” setting: Quick switch lets Call on Behalf and Unpark auto-park the currently active task to make room, but it cannot bypass the user's overall or per-modality task limit. → See "Switching between tasks" on the Task Parallelization page.
“Unpark” button availability: By default, Unpark is disabled while another task is active. With "Enable Quick Switch Between Tasks" enabled for the user, this restriction is lifted – Unpark stays available while another task is active, and Nimbus parks the active task automatically first.
After-Call Work (ACW) no longer applies to tasks once Task Parallelization is enabled for the user, to prevent conflicts and non-transparent timing constraints between parallel tasks.
- Note that this does not apply for active Audio/Video tasks - if an active (non-parked) call is terminated, the ACW will start.
- When a user also has "Enable Quick Switch Between Tasks" turned on, unparking another task (or starting a Call on Behalf) while in ACW ends that ACW automatically, provided it can already be ended (early end allowed, or already extended).
While being “Parked”, External Tasks cannot be removed via Nimbus Power Automate Connector nor Personal Dashboards. This is intentional design as the task is considered as currently being actively handled.
Nimbus Assistant will reflect the (parked) session in a simplified manner. When Task Parallelization is enabled, “Parked" sessions will be shown with a link to My Sessions where unparking and detail work is done. When Task Parallelization is disabled, a simplified “In a call / On Hold” status will be shown.
💡Rationale: Nimbus Assistant will remain an intentionally designed side-view app to notify about pending tasks. It is not purpose-build for full on task management, which is why My Sessions and Attendant Console are created to display handle tasks in parallel, with specific modality needs in mind.

General technical limitations (wont fix):

While being Busy in a call / DND / Offline in MS Teams, users can still unpark existing sessions. However, MS Teams may then not send an invite back into the (call) session. → Nimbus won't introduce any validation here, leaving it up to users to decide when to unpark.
While handling Instant Messages and External Tasks, MS Teams presence is not updated, but Nimbus tasks are active.
💡Rationale:
- Nimbus has no active control over MS Teams presence (read only) and cannot prevent a user from working on IM and EXT, even while the tasks are parked in the UI.
- Also, when a user switches between two different chats or external tasks outside the My Sessions or Attendant Console UI, Nimbus will not automatically learn about this task update.

☝General recommendation: Instruct users to use the Nimbus Portal UI to ensure tasks are parked / put on hold / resumed properly, e.g. to reflect correct reporting on connected time for each parallel task.

Attendant Console

Within Attendant Console

Attendant - Park and Unpark

During an ongoing call in Attendant Console, you have the possibility to park a call. While parking a call, the caller can't hear you and is listening to wait music instead. You will be free in MS Teams to take other calls in the meantime, but stay “Not available” for any other Nimbus tasks.

🔎 Related concepts: The steps below refer to UI elements and concepts explained on the Attendant Console main page. Note that steps below describe a typical Audio/Video call behavior, but Email, Instant Messaging or External Task are subject to parking tasks as well, and may need to be handled outside of Attendant Console, e.g. in My Sessions or outside of Nimbus.

General Parking concepts described on this page (e.g. UI behavior) apply for tasks in any modality. However you may want to know the difference between (un)parking in favor of Hold and Retrieve: