Use Case - Creating a Call Workflow

Learn basic rules on concepts, structure, and settings related to workflow creation in Nimbus.

On this page we're going to create an example workflow with the following learning goals:

  • Learn basic rules on how to structure your workflow efficiently.
  • Learn concepts and settings related to workflows within Nimbus.
  • Learn navigate related configuration steps and understand their meaning, so you can set up future workflows with ease.


You need to be a team owner for this use case. In the steps below you will need to access to the following areas of Nimbus:

Accessing Workflows
Accessing Team Settings

Within the Nimbus app or portal page in your browser, head to "Configuration" > "Workflows".

Within the Nimbus app or portal page in your browser, head to "My Services" > "Settings and select the correct team to configure.



Show Icon Legend

💡 = A hint to signal learnings, improvements or useful information in context. 🔍 = Info points out essential notes or related page in context.
☝ = Notifies you about fallacies and tricky parts that help avoid problems. 🤔 = Asks and answers common questions and troubleshooting points.
❌ = Warns you of actions with irreversible / data-destructive consequence. ✅ = Intructs you to perform a certain (prerequired) action to complete a related step.

Creating your Workflow

✅ Let's assume you are helping the IT Helpdesk build their new documentation. For that purpose, a simple workflow for your personal "Documentation Team" service marks the starting point.

  1. Via "Add Workflow" we'll start a new workflow. Note how you can now specifiy the workflow's name, as it will appear in later selection lists.
  2. Next you pick the Organization Unit , which will determine where your workflow is gonna be placed. 
    💡As a Nimbus newcomer you need to know that workflows – like all other data entities in Nimbus – always belong to one Organization Unit (OU). Think of this as placing the workflow in a "file tree" in which the workflow will be visible to you or other users.
  3. Next you might pick from existing Workflow Templates . To keep it simple, select one of the available "System" templates. 
    🔍 In our example we use a simple "Broadcast Disconnect" template to get a reference point. You can visit Workflow Templates to learn more. 
    💡 Don't worry, you can adapt this or any other template in the next step.

    Creating a new workflow based on a system template
  4. Once you are done, press "Create"

The Workflow Editor

✅ Now you're in Workflow Editing mode, so it's time to explain a few concepts: 

  1. At the top you'll see infos on your workflow. Note that the Organization Unit of your Workflow is now locked and can only be re-assigned by a tenant administrator. 
    1. This will ensure that only users within your Organization Unit (or Admins) can access it. It also prevents the workflow to be moved away from your visible configuration, as your own user is also part of an OU (e.g. IT Helpdesk).
    2. Vice-versa this OU placement also means that all team owners within the " IT Helpdesk " OU can see and edit this workflow once you save it.
    3. The name of your workflow can be freely changed, which is useful when you expand it over time or change it's intended use. 💡 Pick a workflow name that is easy to identify in a large list of workflows .
  2. The next area that might catch your attention is the huge editing area with a "Start" line . We'll get to that in the next step!
    low editing area
  3. The third area is the list of available Workflow Activities 
    💡 Notes and Learnings:
    1. The list of – and available options inside – workflow activities may vary, depending on your enabled Nimbus Features .
    2. You can open the list of Workflow Activities via the help icon to get more context on them.
    3. The search on the top can be used to quickly find your desired workflow activity, even when it is out of view,

      List of Workflow Activities

Adding Activities to your Workflow

✅ Now it's time to edit your new workflow. With only few exceptions, typical service calls (involving human interaction) start with the the " Accept Conversation " activity, so Nimbus knows when to construct a session for recording, call handling and reporting purposes. 

  1. As you can see, the "Accept Conversation" activity already exists in your workflow. 
    If it does not exist (e.g deleted by accident or going by a blank template:
    1. Drag and Drop the item from the list onto the editing area
    2. Connect the "Start" node to your activity via drag and drop, starting from the white connectors.
      Dragging and connecting a workflow activity
  2. With just an accept and disconnect activities your service wouldn't really work. That's why there are also "Announcement" and "Queue" activities in your template. We'll assume that you want to individualize them, so let's learn about deleting and editing activites.
  3. First, delete your existing "Announcement" activity in workflow area
  4. Drag and drop a new "Announcement" into the area. 
    💡 Notes and Learnings:
    1. Removing an activity also severs it's connections to other activities. Ensure to reconnect activities after draggin them in.
    2. New activities will always come with their newest default settings. When Nimbus receives updates, existing activities in your workflow will remain unchanged until you drag in their "latest" variant.
      Deleting an activity removes connections. New activities can have new features or different default settings.

  1. Repeat the same with a "Queue" activity. 
    1. 💡 Remember that you can search for activities even if the list items are out of view
    2. 💡 Don't forget to connect your activities after dragging them in.
  2. Now toggle the "Queue" activity inactive at its header . That way you can make adjustments but skip over it until you are ready. 💡 Don't worry, we will adjust those call settings later.
    Disabling an activity will keep it in your workflow, but skip over it through a call.
  3. Now it's time for some adjustments. Unfold the first "Announcement" activity at its header and change it's setting.  
    💡 In our example we are using Resources (Audio Files) to play back as an opener. 
    💡 If you don't have any resources available, you can upload them (e.g. a prerecorded Service greeting or jingle) and pre-listen to it directly in the activity.

    Adjusting the properties in the Announcement
  4. The last announcment you can leave as it is. A Text-To-Speech notification will inform users that your service is currently "busy". 
    💡 You can adjust this announcement to anything else of course.
  5. Remember the " Disconnect Conversation " activity requirement from earlier? Let's close up with that activity before we forget about it.

    Your first finished workflow. All activities are connected.
  6. Last but not least, don't forget to " Save " your workflow! 

🌟Congratulations - At this point you have your first functioning workflow. Let's put it up to the test!

Applying the Workflow

✅ Precondition: Don't forget, you need to be signed in as owner of at least one Nimbus service to perform this change. If you haven't set up a service yet, read our Use Case - Setting up a basic IVR Service.

🔍 Good to know: By default, any data entity in Nimbus (such as a workflow, resource audio files, services or users) don't do anything by themselves until assigned or applied within settings. Since your brand-new workflow is ready to use you can apply it now to take effect.

  1. Ensure you are logged in within the Nimbus portal UI.
  2. Head to "My Services" > Service Settings  
  3. If you are in charge of multiple services, make sure to select the correct one from the Dropdown menu. 
  4. Open the "Workflow" tab
    1. Enable the "Active" toggle for your audio workflow → You now get further controls to adjust.
    2. Select the newly created "Documentation Team" workflow as your active one.
      Activating and selecting your workflow
  5. ☝ Once you click "Save" your changes take effect. There are some important points of note:
    1. Workflow changes, both in the structure or settings take effect immediately Your next incoming caller will be handled according to that current state of the workflow.
    2. Be careful not to touch productive workflows or services during operation hours . It's always advisable to use "Test-services" and separate workflow copies first before going productive.
  6. ✅ You can try the "Test call" feature head to your Service > Service Settings > General > "Make a Test Call".
    💡 Note that test calls are made only using the UPN of your service. If you need to test the PSTN Number, make sure to use a landline or mobile phone.

    Initiating a test call.

Adjusting call distribution in your workflow

✅ While testing your first workflow you should hear your announcements back to back, but no actual call queueing. That's why we now make the necessary adjustments to how queues are handled in your service and which users should actually receive calls before we open the "floodgates" right away.

  1. While you are still in your Service Settings, head over to the "Distribution" tab. 
    Queue distribution settings for your service
    🔍 There are a few things to take note of: : 
    1. Depending on your User assignment type of your service, this setting determines the "pool" of available users your workflow can draw from. 
    2. Only "Active" users are considered for call distribution. Note that the "Active" toggle can be controlled by users via their Nimbus portal. 
      💡 If you want to on-board your new users first, you might want to disable the "New Users immediately active" setting, so they don't get calls immediately as they join your MS Teams channel.
    3. By default calls are only distributed to "Available" users. You can extend the pool of users by also allowing "Busy" or "Away" as a valid status for distribution.
  2. Now let's forcus again on your service Workflows (located in Configuration, in case you forgot) 
    ✅ Your (previously disabled) "Queue" activity has properties can be unfolded the same way. Let's do that now:
    Making adjustments to your "Queue" activity
  3.  💡 There are quite a few options, so let's just focus on the "Distribution Type" for now:
    Depending on your team size, expertise, level of focus on service-tasks you might wanna pick your distribution type accordingly: 
Distribution Type Description When to Pick

Rings users simultaneously, selected in a batch size of 10 longest-idle users. The first user to pick up the call via Microsoft Teams will handle the task.

💡 Does not apply RONA status as it would otherwise flag the entire user batch size.

Achieves a higher visibility, but the ringing call sets 10 selected agents as "Not Available", not allowing further calls to be distributed to them in the meantime. Makes little sense in high-speed scenarios when the agents are dedicated only to the client to accept calls within a few seconds.

Situationally for very large teams where high-volume call handling is more important than equal work distribution.

Direct Will distribute tasks directly to team members, prioritizing the longest idle (active) team member. RONA time is adjustable. No further actions are necessary aside from accepting the call via Microsoft Teams. 

The call with the selected team member is first established via a Teams peer-to-peer call, before it gets escalated to the regular Nimbus conference session.

Useful if you have "Busy on Busy" features enabled for your users. Otherwise slower than "Direct Conference" and generally not recommended. 

Direct Conference 🌟 Same distribution as "Direct", but in this mode, the selected team member is directly invited to the Nimbus conference session, allowing them to join much faster and be able to talk to the original caller sooner.

🌟 Our General recommendation for most services. Ensures faster handling of calls without blocking too many users at once for the same ringing call.

🔍 Conference invitations get cancelled if a task was aborted (e.g. Hangup by User, Queue left, Max Wait Timeout Reached ). → See Nimbus Reporting Model.

Pickup ☝ Will show extra "Pickup" controls in the Tasks list of the called team. A call session will be directly established without further intervention, and no further call reporting is possible after this point. If the Nimbus user is unavailable or the session is otherwise ended the call will be lost.

In small teams (e.g. volunteers) where it's acceptable to lose a call and reporting data isn't as important.

☝ Pickup by itself does not allow call transfers as Nimbus has no further control over the session.→ If you want to use Pickup with transfer, use "Pickup with Adjustable RONA" or "Pickup Conference" instead.

KNOWN ISSUE In a Contact Center Service Type scenario the "Pickup" option is an unsupported Nimbus Feature. Any "Pickup" interaction is undesirable in Contact Center scenarios, as Distribution Policies automatically handle call distribution with minimal UI interaction. When Contact Center service workflows still have the "Pickup" distribution type configured, calls are shown in the queue, but without the pickup button. → While configuring your Contact Center service, use the "Direct Conference" option in your workflows instead.

Pickup with Adjustable RONA Same as Pickup, but with adjustable RONA. A call session that is not accepted (after "Pickup" is clicked) within the given RONA time can be re-inserted into the task queue or handled otherwise.
Pickup Conference Same as "Pickup with Adjustable RONA", but will directly invite the agent to the Nimbus conference session, allowing them to join much faster and be able to talk to the original caller sooner.

Best performance of all "Pickup" types. Unanswered calls can be re-inserted into the queue and no reporting data is lost. Suitable for scenarios in which the agents can keep an eye on the app. Or to "park" calls in a queue so that other calls can be answered first and then the parked call can be retrieved from the waiting queue.

🔍 Conference invitations get cancelled if a task was aborted (e.g. Hangup by User, Queue left, Max Wait Timeout Reached ). → See Nimbus Reporting Model.

  1. Note how your "Queue" configuration options change based on your selected "Distribution Type".
  2. 🔍 Refer to our list of Workflow Activities for a full reference on " Queue " properties and all other activities available to your workflow.
  3. Once you are satisfied, don't forget to enable your "Queue" activity and save your workflow. 
    ☝ Just as a reminder: Changes to your workflow take immediate effect with the next caller! Don't forget to test changes to workflow or Service Settings with your team.


🔍 Further inspiration required? Check out our Workflow Templates page which is steadily updated. Nimbus comes with a large set of templates that you can use as inspiration to get started on your own workflows.

🔍 More service flexibility? We recommend to gradually expand your Configuration with your available options. For instance, you can define Opening Hours and include them in your workflow to route callers accordingly.

🤔 Getting curious what else can be done? Once you feel safe enough, have a look at advaned Nimbus Features and get in touch with your customer success partner if you require a demonstration.

🤔 Trouble with your configuration? Check our FAQ and Troubleshooting section, as well as our ever-growing List of Use Cases for more inspiration.


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