Use Case - Creating Nimbus Outbound Calls from a List of Scheduled Tasks

Run outbound calls and call campaigns on a scheduled basis.

We want to do outbound call campaigns and run outbound calls on a scheduled basis.

PRECONDITIONS

Enterprise Routing Contact Center

You require service owner rights to create the list and the power automate flow


🔍 Note: Read about Outbound Service Call / Call On Behalf in the knowledge base.

 

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Create the list

First, we need to create a list to manage the outbound calls. You can skip this if you already have a system that holds such tasks.

In our example we simple use Microsoft Lists. On your outbound service in Teams, add a tab and add a list. Define the list columns as follows:

Name - Type of the column:

  • Title - Single line of text (default)
  • Number - Single line of text
  • Datetime - Date and Time
  • Status - Yes/No
  • Comments - Multiple lines of text

Optionally, you can add a conditional formatting on the Status column with the following rules:

Add some test data to it.

✅ We are ready to read these values and generate outbound service calls.

Create the flow

🔍 If you are using Microsoft Lists, the flow is very quickly set up.

 Overview of the flow
Description
Screenshot

Start with a Recurrence trigger.

We want the flow to check the list every minute.

Add a Get items element of the Sharepoint Connector to the flow and set the Site Address and List name to yours.

  • Filter Query: Status eq false and Datetime lt '@{utcNow()}'

Now add a AddOrUpdateOutboundTask from the Nimbus Connector to the flow.

Set the properties to

  • Destination=items('Apply_to_each')?['Number']
  • DueDateTimeUTC= items('Apply_to_each')?['Datetime']
  • ServiceUPN = Your outbound service call enabled service UPN
  • CustomCallContextParameters =
    • Customer.DisplayName = items('Apply_to_each')?['Customer Name']
    • CallbackReason = items('Apply_to_each')?['Comments ']

Now we want to set the status to Yes in the list so that the entry is labelled as scheduled.

Add a Update item element to the flow and set the fields accordingly.

✅ Enable your flow in Power Automate. You are ready to test it.

Test your flow

Add some entries to the list with a Datetime value in the near future and observe that calls get created in your Outbound service in Nimbus.

You can see such outbound tasks using the Supervisor dashboard and a "Service Outbound Tasks Tabular".

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