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User Notifications

By default, Nimbus does only notify on incoming Audio/Video calls, as this can be associated with the “ringing” call event in MS Teams. However, on certain channels of communication (such as the External Task, Email, or Instant Messaging modality) there is no call event in MS Teams to notify the user about. Nimbus therefore offers an audio and browser notification feature that can be toggled on via your individual user preferences.

💡 Good to know: With Assistant App installed on your PC, a pop-up window will already be presented on your desktop during any incoming service task (external or other). In this case, you may not need the extra notification features listed below.

 

✅GENERAL PRECONDITIONS

  • Feature visibility: Notification settings for modalities described on this page are only shown when External Task, Email, or Instant Messaging modality is enabled for the user in General User Settings. 
  • Licensing: Please note that additional modalities are subject to License Management. It may also be that certain modalities are disabled on your entire tenant, so that the according settings may not be shown for your user account
 

Audio Notifications

✅ Audio Notification Preconditions

Every user that requires the audio signal needs to have their browsers configured for audio notification playback

How to configure audio in browsers...

INC Audio playback limitation

☝ Audio playback limitation in modern browsers: Chrome (and other browsers) prevent automatic audio playback, only allowing media playback if:

  • The media is muted, or …
  • The user has interacted with the domain (click, tap, etc.), or…
  • .. the domain / app was previously whitelisted in the browser settings.

🤔How does this affect Nimbus? Any kind of signalization (threshold warnings, toasts, notifications) will not play on newly opened or reloaded tab that has not been interacted with. For example, when first-time loading a Personal Dashboards or Non-Personal Dashboards – or force-refreshing any Nimbus UI such as My Sessions with CTRL+F5 – you need to click on it at least once for audio to playback to start.

 

✅Allow sound playback in your browser

  1. In Navigate to your Browser Settings > Privacy and Security > Site Settings > Sound.
  2. Alternatively, enter the following URL into your browser's address bar:
    chrome://settings/content/sound
  3. Add an entry to the "Allowed to play sound" section. with the following content:
    [*.]nimbus.cloud
  4. Ensure that "Sites can play sound" is also enabled.
Setting the default sound playing behavior and whitelisting domains.

🤔Sound still not playing? Check your volume levels:

  1. Right-click your speaker tray icon
  2. Select "Open Volume Mixer"
  3. Ensure that your main volume levels, output device and browser volume are correctly set.
Check browser volume in the Windows Volume Mixer
 
 
 

Configurable Properties

External Task

⮑ When enabled:

Nimbus plays an audio notification via your Browser or MS Teams for as long as the task has the "incoming" status. The audio file will be looped until the task is accepted or rejected.

✅ Additional Preconditions:

  • Nimbus Portal needs to be open either in the Nimbus Personal App in MS Teams or in your Edge/Chrome browser in order to play the audio notification.
  • Nimbus needs to be allowed to play sound in your browser. Your audio playback depends on your default output device and the volume set for your browser. → See General Preconditions above.
Email
Instant Messaging
Pickup

Pickup notifications enable Nimbus users to reliably notice when a new pickup task enters a service queue by providing an audio signal, regardless of which Nimbus interface they are using. 

✅ Additional Preconditions:

  • The setting is shown when you are assigned to any service with “Pick-Up” Queue Distribution Type. The Pick-Up signal works across My Sessions, Assistant, and the Attendant Console.
  • Nimbus Portal needs to be open either in the Nimbus Personal App in MS Teams or in your Edge/Chrome browser in order to play the audio notification.
  • Nimbus needs to be allowed to play sound in your browser. Your audio playback depends on your default output device and the volume set for your browser. → See General Preconditions above.

⮑ When enabled: The sound loops while at least one “Pickup” is waiting. It stops automatically as soon as the queue clears (or the call is taken, expires, or is no longer one you can act on).

The signal sounds when … The signal does not sound when:
  • … a call is being distributed in queue via “pickup” Distribution Type  (a pickup or pickup-conference call).
    AND
  • … your current User State allows you to pick up the task — meaning you are not already at task capacity, or do not meet Distribution Policy skill rules of the called service.
  • … the call has already been picked up by someone else.
  • … you have no capacity for another call.
  • … the call requires a skill you don't have (skill mismatch).
  • … you are not an active member of the team the call belongs to.

Browser Notifications

✅ Browser Notification Preconditions

  • Nimbus Portal needs to be open in your Edge/Chrome browser in order to play the audio notification.
  • Ensure that settings for both your browser and MS Windows allow notifications.

Show me where to configure this...

✅ Allow browser notifications in Nimbus

  1. Go to Portal > User Preferences > Notifications.
  2. In section Browser Notifications, toggle on the modalities you would like to get browser notifications for.
  3. Save your settings.

✅ Enable notifications in Windows 11

  1. Click on Start and search for "Notifications". Alternatively you navigate via Start > Settings > System > Notifications.
  2. Ensure that "Notifications" are toggled “On” for all apps that you use in conjunction with Nimbus (e.g. Chrome, Teams).
Windows11: System > Notifications dialogue (example)

☝️ Note: Keep in mind that Windows 11 "Do not Disturb" mode can also prevent Notifications from being shown.

"Do not Disturb" enabled in the Windows notifications sidebar

✅ Allow notifications in your browser

💡This example is shown in Google Chrome.

  1. Open "Settings" and search for "Notifications" - shown below is an example for Google Chrome:
  2. Ensure that “Sites can ask to send notifications” is enabled.
    💡You might be requested to “allow” Nimbus when the first notification is being sent. 
    💡If you do not want to whitelist all sites in general for notifications, you can whitelist [*.]nimbus.cloud
Setting the default notification behavior and whitelisting domains.
 
 
 

Configurable Properties

External Task

⮑ When enabled:

  • Nimbus sends a browser notification via the Windows desktop sidebar on an incoming task.
  • When clicking the notification, you will be forwarded directly to the Nimbus Portal > My Sessions view.
Example Nimbus notification 
(💡Example in German as per System Language settings)
Email
Instant Messaging
Pickup

🔎Note: Prerequisites and criteria for “Pickup” notifications are the same as for “Pickup call” Audio notifications above.

⮑ When enabled: 

  • You get one pop-up per new pickup call.
User Preferences (Portal)

User preferences allows you to configure settings that refer to your user account...

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