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.
Preconditions
💡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.
☝ We highly advise to review both Preconditions and Limitations of Parking & Task Parallelization carefully, as both features influence each other, while also having a significant impact on daily work.
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 user hasn't reached max number of 2 tasks. “On Hold” however will always be a blocking state. → 🔎 More on this below.
🔎Differences: Parking and Holding a task in Nimbus
INC Park and Hold Comparison
As Nimbus creates and monitors Sessions each with their respective KPIs, Parking and Holding of tasks1 is treated differently. It is therefore important to outline the differences between those terms:
| Parking | Holding | |
|---|---|---|
| User Intention | To pause a Nimbus task while being free for other – non-Nimbus related tasks or MS Teams calls. | To temporary mute the customer and clarify something during this call, with the intent to get a timely response. |
| Nimbus User State |
|
|
| MS Teams User Session Status |
|
|
| Nimbus Reporting and Nimbus KPI Calculations |
|
|
| 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. |
|
1 It'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. a chat, email, call, etc.).
🔎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 ► | |||||||
|---|---|---|---|---|---|---|---|
| Direction ► State Category ▼ |
Inbound |
Outbound |
Outbound |
Outbound with Workflow |
None |
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 | Blocking | Blocking | Blocking |
| 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 (Extended) ACW | N/A | N/A | N/A | N/A | N/A | N/A | N/A |
1 Not visible as a dedicated state on the UI. While Nimbus is unparking a session, a “blocking” invitation is ringing in MS Teams, preventing the User from receiving further tasks.
Parking in the UI
Nimbus will indicate the “Parking” status in various UI views. Your user interactions with the task are handled within My Sessions and Attendant Console:
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.
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”.
- The following results will occur:
⮑ The session is back to connected state. -
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
Known Limitations
INC Parking Limitations
KNOWN PARKING LIMITATIONS
- With Task Parallelization enabled, two simultaneous tasks are allowed in parallel at any time. Nimbus development is working to improve this limit with future updates.
- When a task is already parked, only an Audio/Video task can be taken in parallel.
DESIGN NOTES (not limitations)
Nimbus UI related:
- 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.
- After-Call Work (ACW) is disabled for the user whenever Task Parallelization is enabled. This is to prevent conflicts and non-transparent timing constraints between parallel tasks.
- 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 handled within Nimbus.
-
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.
MS Teams limitations (won't fix)
- While being Busy in a call / DND / Offline in MS Teams, users can still unpark existing sessions. Nimbus won't introduce any validation here, leaving it up to users to decide to unpark being in another task.
- While handling Instant Messages and External Tasks, states may not be correctly updated in the UI.
💡Rationale: Nimbus has no active control over MS Teams and cannot prevent a user from working on IM and EXT, even while the task is parked in the UI. When a user switches between two different chats in Teams without using the UI, Nimbus will not learn about this.
☝→ Users should use the Nimbus Portal UI to ensure tasks are parked / put on hold / resumed properly.
Attendant Console
Within Attendant Console
Attendant - Park and Unpark
Steps
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 some Parking concepts (UI buttons and behaviors) also apply for handling External Tasks – e.g. a Task without any Customer or MS Teams interaction being necessary.
Park Call
The scenario is handled as follows:
✅ Precondition: Behavior applies for Audio/Video calls only. Starting point: an incoming call is shown in the queue.
-
Accept the incoming call.
⮑ The call is shown in “Active Sessions” - To park the call, click the Park button:
- The following results will occur:
⮑ Wait music will play for the Caller while parked.
⮑ You and the Caller cannot hear each other anymore.
⮑ The call is shown in “Parked Sessions” and the card shown with grey border.
⮑ A separate “Parked” timer starts counting.
⮑ You are removed from the MS Teams call. - Within your MS Teams you can now engage in (non-Nimbus) related calls.
Unpark Call
- To unpark the call, click the Unpark button.
- The following results will occur:
⮑ 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.
Hanging up on an “on-Park” Caller
You can also directly hang up on (end) an existing parked call. This will immediately free you up to take the next Nimbus task.
☝Before using "Hangup":
- Note that a red button warning color signals that in this case the Caller is affected directly.
- The Caller will not get any prior notification - the wait music and call just ends for them.
Known Limitations
INC Call Parking Limitations
KNOWN PARKING LIMITATIONS
- With Task Parallelization enabled, two simultaneous tasks are allowed in parallel at any time. Nimbus development is working to improve this limit with future updates.
- When a task is already parked, only an Audio/Video task can be taken in parallel.
DESIGN NOTES (not limitations)
Nimbus UI related:
- 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.
- After-Call Work (ACW) is disabled for the user whenever Task Parallelization is enabled. This is to prevent conflicts and non-transparent timing constraints between parallel tasks.
- 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 handled within Nimbus.
-
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.
MS Teams limitations (won't fix)
- While being Busy in a call / DND / Offline in MS Teams, users can still unpark existing sessions. Nimbus won't introduce any validation here, leaving it up to users to decide to unpark being in another task.
- While handling Instant Messages and External Tasks, states may not be correctly updated in the UI.
💡Rationale: Nimbus has no active control over MS Teams and cannot prevent a user from working on IM and EXT, even while the task is parked in the UI. When a user switches between two different chats in Teams without using the UI, Nimbus will not learn about this.
☝→ Users should use the Nimbus Portal UI to ensure tasks are parked / put on hold / resumed properly.
Other UI Areas
Within other UI areas you can also see a “parked” call state reflected. However, note that you cannot influence it. Examples include:
| The “Parked” state in the Live View area. | “Parked” state filters for your Personal- and Non-Personal Dashboards e.g. within the “Live Service Tasks Tabular” Dashboard Widgets. |
 |
 |
Known Limitations
INC Parking Limitations
KNOWN PARKING LIMITATIONS
- With Task Parallelization enabled, two simultaneous tasks are allowed in parallel at any time. Nimbus development is working to improve this limit with future updates.
- When a task is already parked, only an Audio/Video task can be taken in parallel.
DESIGN NOTES (not limitations)
Nimbus UI related:
- 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.
- After-Call Work (ACW) is disabled for the user whenever Task Parallelization is enabled. This is to prevent conflicts and non-transparent timing constraints between parallel tasks.
- 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 handled within Nimbus.
-
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.
MS Teams limitations (won't fix)
- While being Busy in a call / DND / Offline in MS Teams, users can still unpark existing sessions. Nimbus won't introduce any validation here, leaving it up to users to decide to unpark being in another task.
- While handling Instant Messages and External Tasks, states may not be correctly updated in the UI.
💡Rationale: Nimbus has no active control over MS Teams and cannot prevent a user from working on IM and EXT, even while the task is parked in the UI. When a user switches between two different chats in Teams without using the UI, Nimbus will not learn about this.
☝→ Users should use the Nimbus Portal UI to ensure tasks are parked / put on hold / resumed properly.