For its Reporting Model, Nimbus performs checks on various User States. You can think of the User State as a multi-factor validation performed by Nimbus, done to ensure a user is actually “Ready” (and selectable) for new incoming tasks from the queue. In short, the user is either considered as “Ready” or “Not Ready”.
💡Note: This page describes the standard behavior, based on Microsoft Teams presence. Whenever Emergency Manual Presence Mode was enabled by an Administrator within your Extensions Tenant Settings, Nimbus does not use Microsoft Teams presence at all — task distribution is instead based on a manually-set Nimbus presence state (Available / Appear Offline).
Learn more about the Emergency Manual Presence Mode…
INC Emergency Manual Presence Mode
Emergency Manual Presence Mode allows organizations to keep task routing working when Microsoft Teams presence information is unavailable or unreliable. When enabled on Admin > Tenant > Extensions > Presence Tracking, Nimbus stops syncing presence from Microsoft Teams for that tenant, and users manage their availability directly in Nimbus instead.
✅ Supported Presence Services: Emergency Manual Presence Mode is supported for both the legacy Presence Service and the new Presence Service, and is fully optimized for the new Presence Service.
How it Works
- All users are initially set to Offline.💡Note: When Emergency Manual Presence Mode is enabled, Dashboards and Live View may not immediately update to reflect the new presence source, which can show unusual combinations of states in the UI until the user manually switches their presence.
- Users can manually set their Nimbus presence state — Available or Appear Offline — from a dropdown on the avatar icon, available on My Overview, My Sessions, and Attendant Console.
- Task routing continues to work using the manual Nimbus presence state, together with existing Responsibility Profiles and team-based Active/Inactive settings — unchanged from normal operation.
- Sessions already in progress are not affected by enabling/disabling the mode or by a user changing their manual state.
- A presence dropdown appears in the Portal. 💡Note: Once the tenant setting is enabled, the only indicators of this mode is the new dropdown.
☝ Note: All Nimbus users must manually set themselves to Available after enabling the mode — even if they already consider themselves ready to work. Enabling Emergency Manual Presence Mode does not carry over a user's previous availability. Until a user actively selects Available from the dropdown, they remain non-selectable for tasks, regardless of how they perceive their own status.
✅ Recommended action for Administrators:
- After enabling the mode: Inform all affected service owners and users to make them aware that MS Teams presence will be ignored.
- After disabling the mode: Delays in the automatic presence synchronization with Microsoft may occur. If your Nimbus presence doesn't reflect your actual Microsoft Teams status shortly after disabling. Inform users to use Reset status from your Teams presence dropdown to resolve it.
Presence Visibility Across Nimbus
The manually configured Nimbus presence is reflected in:
- Dashboards
- All Overviews (e.g. My Overview, Services Overview, Live View)
- Apps and Extensions such as Nimbus Assistant, Attendant Console
INC Emergency Manual Presence Mode Limitations
KNOWN EMERGENCY MANUAL PRESENCE MODE LIMITATIONS
- Dashboards and Live View may show inconsistent states right after enabling the Emergency Manual Presence Mode. When Emergency Manual Presence Mode is enabled, Dashboards and Live View don't always update immediately to reflect the switch to manual presence. This can result in unusual combinations of states appearing in the UI. Until a user manually sets their presence (Available / Appear Offline) via the dropdown, they remain blocked from receiving tasks.
- After disabling the Emergency Manual Presence Mode, delays in the automatic presence synchronization with Microsoft may occur. If your presence doesn't reflect your actual Teams status shortly after disabling, use Reset status from your Teams presence dropdown to resolve it.
| Factor | Tracked User State relevant to Nimbus | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| Teams Layer (monitored by Nimbus, always manually controlled by user) | |||||||||
| Presence in MS Teams | User not present on the machine | User present, can make and receive Non-Nimbus calls. | User Online AND set to any presence that Nimbus considers “Not Ready” ▼ | Online AND set to any presence that Nimbus considers “ready” Set to any presence that Nimbus considers “Ready” ▼ | |||||
|
Offline (Appear Offline) |
Signed in | DND - Do not Disturb | Busy in a Call / Meeting1 | Busy |
Away (Appear Away, Be right back) |
Available | |||
| Nimbus Layer (in addition to Teams, according to dependencies described above▲ or below ▼ ) | |||||||||
| Offline Presence check |
► Offline User will not receive Nimbus tasks. |
User is inactive in all MS Teams-based services… AND/OR in Off Duty Profile |
🔎Configurable Distribution Service Settings: MS Teams "Busy" (in a Call / Meeting) or “Away” status ▲can be opted-in, allowing users to be “Ready” ▼ for new tasks. |
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| Service assignment check |
►Off Duty User will not receive Nimbus tasks. |
Toggled "Active" in Nimbus - MS-Teams based Services will distribute to this user. 🔎 Each Service has individual “Active” toggles, allowing users to steer availability per Service. |
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|
“On Duty” Responsibility Profile - Contact Center Services will distribute to this user. 🔎 Any "On Duty" type Responsibility Profile allows Contact Center participation. For the user to be "Ready" ▼ Skills and Responsibilities defined in the profile must match the Service-individual Distribution Policies. | |||||||||
| Conditional Presence check |
❌►Not Ready - User will not receive Nimbus tasks. Distribution Service Settings configuration ▲ says Do not Distribute on Busy, Away. |
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| Task count check |
Task Parallelization is enabled for the user. AND user is Available ▲ … OR Service Distribution Service Settings allow "Busy/Away - Distribute to the user" … AND user has reached tasks limit … AND all the tasks are in non-blocking states. |
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|
► Task Limit Reached User will not receive Nimbus further Nimbus tasks. 💡This state has lower priority than “Not Ready” due to MS Teams presence ▲. | |||||||||
| Ready state |
User can get at least one task User is “Available” or Distribution Service Settings ▲ allow "Busy/Away - Distribute to the user" |
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|
✅ ► Ready User can receive Nimbus tasks from the queue. | |||||||||
| Nimbus Task-related states | 🔎 User currently blocked by a Nimbus task. Results in any of the following “blocking” User States: | ||||||||
|
RONA User flag after not responding to a task, blocked for the next tasks. |
Ringing User is reserved for new task, but has not accepted yet. |
Dialing Out User accepted outbound task, is waiting for destination to accept. |
Connected User has accepted and is now blocked by a task. |
After-Call Work User-extensible timespan to complete work after a call. |
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1🔎 Extended Presence such as Busy “in a call” & ”in a meeting” can be configured via Distribution Service Settings > Conversations Distribution as separate options. ✅ For Nimbus to be able to track this presence requires Use Case - Tracking Extended User Presence via Application Permission to be implemented.
User State Factors in detail
☝️ It is important to note that User State factors relate to each other. Reading the table above, relationships are indicated with arrows ▲▼. Expand the items below to learn more about each factor.
MS Teams presence
INC MS Teams presence dependency note
🔎Design principle: MS Teams presence is “read-only” to Nimbus
💡The design principle below applies when Emergency Manual Presence Mode is disabled (the default) in Extensions Tenant Settings. When enabled, Nimbus does not read MS Teams presence at all and routing is instead based on the manually set Nimbus presence state (Available / Appear Offline).
Learn more about Emergency Manual Presence Mode…
INC Emergency Manual Presence Mode
Emergency Manual Presence Mode allows organizations to keep task routing working when Microsoft Teams presence information is unavailable or unreliable. When enabled on Admin > Tenant > Extensions > Presence Tracking, Nimbus stops syncing presence from Microsoft Teams for that tenant, and users manage their availability directly in Nimbus instead.
✅ Supported Presence Services: Emergency Manual Presence Mode is supported for both the legacy Presence Service and the new Presence Service, and is fully optimized for the new Presence Service.
How it Works
- All users are initially set to Offline.💡Note: When Emergency Manual Presence Mode is enabled, Dashboards and Live View may not immediately update to reflect the new presence source, which can show unusual combinations of states in the UI until the user manually switches their presence.
- Users can manually set their Nimbus presence state — Available or Appear Offline — from a dropdown on the avatar icon, available on My Overview, My Sessions, and Attendant Console.
- Task routing continues to work using the manual Nimbus presence state, together with existing Responsibility Profiles and team-based Active/Inactive settings — unchanged from normal operation.
- Sessions already in progress are not affected by enabling/disabling the mode or by a user changing their manual state.
- A presence dropdown appears in the Portal. 💡Note: Once the tenant setting is enabled, the only indicators of this mode is the new dropdown.
☝ Note: All Nimbus users must manually set themselves to Available after enabling the mode — even if they already consider themselves ready to work. Enabling Emergency Manual Presence Mode does not carry over a user's previous availability. Until a user actively selects Available from the dropdown, they remain non-selectable for tasks, regardless of how they perceive their own status.
✅ Recommended action for Administrators:
- After enabling the mode: Inform all affected service owners and users to make them aware that MS Teams presence will be ignored.
- After disabling the mode: Delays in the automatic presence synchronization with Microsoft may occur. If your Nimbus presence doesn't reflect your actual Microsoft Teams status shortly after disabling. Inform users to use Reset status from your Teams presence dropdown to resolve it.
Presence Visibility Across Nimbus
The manually configured Nimbus presence is reflected in:
- Dashboards
- All Overviews (e.g. My Overview, Services Overview, Live View)
- Apps and Extensions such as Nimbus Assistant, Attendant Console
INC Emergency Manual Presence Mode Limitations
KNOWN EMERGENCY MANUAL PRESENCE MODE LIMITATIONS
- Dashboards and Live View may show inconsistent states right after enabling the Emergency Manual Presence Mode. When Emergency Manual Presence Mode is enabled, Dashboards and Live View don't always update immediately to reflect the switch to manual presence. This can result in unusual combinations of states appearing in the UI. Until a user manually sets their presence (Available / Appear Offline) via the dropdown, they remain blocked from receiving tasks.
- After disabling the Emergency Manual Presence Mode, delays in the automatic presence synchronization with Microsoft may occur. If your presence doesn't reflect your actual Teams status shortly after disabling, use Reset status from your Teams presence dropdown to resolve it.
- Nimbus reads but never changes MS Teams Presence.
- Nimbus reacts to MS Teams presence changes, e.g. when …
- … the user receives an Audio/Video task in Nimbus, as MS Teams simultaneously switches to: Busy - In a call.
- … the user manually changes presence, e.g. to opt out of tasks via DND or Offline status.
- MS Teams presence always is the uppermost layer for Nimbus for any further User State validation and task distribution1.
💡Key learnings to take from this
- The presence check must always be passed first. Presence must meet the criteria of each service's individual Distribution Service Settings. As this is individual per Service, users may be conditionally “selectable” even while Away in MS Teams.
-
Online1 users are considered for Nimbus tasks when:
- …they are identified as Nimbus user - with a User Role assigned for one or multiple services.
- …they fulfill service's assignment criteria (Active Toggle enabled / On-Duty State).
- …they are not already handling the maximum number of Parked tasks.2
- …they are not already handling a “blocking” task in parallel.2
- …they are not already in After-Call Work (ACW) for any modality.
- Offline / DND users are generally not considered by Nimbus, and thus do not receive tasks.
1 Note that users can appear “available (green)” in their MS Teams presence within the Nimbus UI and Attendant Console search, but remain non-selectable for Nimbus tasks, including any transfers of existing sessions. Possible reasons could be Nimbus services blocking the user for reasons mentioned above, e.g. maximum number of tasks, or the user not being configured to handle the selected modality.
⮑In such cases, Nimbus will return an error when attempting the transfer.
2 When parking tasks, certain modality combinations are non-blocking and can be handled in parallel, e.g.an Audio/Video task + EITHER and Instant Messaging OR Email OR External Task. The allowed modality combinations and “blocking” tasks are described on the Task Parallelization page.
Service assignment & presence
These factors are shared criteria among Services, depending on the Services the users participate in. The Type of Service determines when a task is being distributed to Ready users:
| Advanced Routing and Enterprise Routing | Contact Center |
|---|---|
| Start condition: MS-Teams "Team”-based Services with a fixed pool of team members. Users are signed in within MS Teams | Start condition: Nimbus standalone Services with a dynamically assigned user base. Users are signed in within MS Teams |
|
Advanced Routing and Enterprise Routing consider users Ready once they are set “Active” in the Nimbus UI.  |
Contact Center Services replace the “Active” state with a Duty State as a conditional based on your currently selected Responsibility Profile. 
|
| 💡The “Active” toggle is considered as “Ready” factor. | 💡The Responsibility Profile considered as “Ready” factor. Nimbus distributes according to the Skills and Responsibilities related to the profile. Criteria can be defined in each Service's Distribution Policy. |
| Ready are: The entire “Online” and ”Active" pool of users with in an Microsoft Teams Team is considered as ready.1 | Ready are: Any “Online” Nimbus users in an “On Duty” type Responsibility Profile that match the service distribution criteria.1 |
1 🔎Note: Mixed participation is possible
Service Types When users participate in both MS Teams-based and Skill-based services, a mix of “Active” toggle and “On Duty Profile” can be leveraged by users to steer their participation.
💡Example: A user is “Signed In” in MS Teams and wants to steer presence in the Nimbus UI for multiple Services
| MS Teams Presence | Active Toggle |
Ready for: Advanced- / Enterprise Routing |
On Duty Profile |
Ready for: Contact Center |
| Signed in | ❌ | ❌ (not ready while "Inactive") | ❌ | ❌(not ready while “Off duty”) |
| Available | ✅ | ✅ | ✅ | ✅ (Distribution Policies apply) |
| Available | ❌ | ❌ | ✅ | ✅ (Distribution Policies apply) |
| Available | ✅ | ✅ | ❌ | ❌ |
| Away | ✅ | ✅ While Distribution Service Settings > Away > "Distributed to the user”. | ✅ | ✅ (Distribution Policies apply). |
| Busy | ✅ | ✅ While Distribution Service Settings > Busy > "Distributed to the user” | ✅ | ✅ (Distribution Policies and Distribution Service Settings apply). |
| Busy in a Meeting / Call | ✅ | ✅ While Distribution Service Settings > Busy in a call / in a meeting toggles. | ✅ | ✅ (Distribution Policies and Distribution Service Settings apply). |
| DND - Do not Disturb | ✅ | ❌ (DND is always task-blocking) | ✅ | ❌ (DND is always task-blocking) |
Task count / limit check
Whenever Task Parallelization is enabled for a user, they can get multiple tasks distributed to them. This will happen when the following prerequisites are met:
- Task Parallelization is enabled for the user in their General User Settings.
- The user is “Ready” according to the presence/mapping factors described above.
- The user is already Parking a task.
- The user is not in any task blocking state. → 🔎See table below, or visit the Task Parallelization page to learn more.
🔎Table: Task blocking states
INC Task blocking states
| Modality ► | |||||||
|---|---|---|---|---|---|---|---|
|
Direction ► State ▼ |
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 | 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.
2 Includes extended ACW. Generally the ACW timer will not start when a parked session is being terminated.
3 Configurable per service via Modalities Service Settings.
💡Good to know
Once the maximum numbers of tasks is reached, Nimbus will not distribute further tasks to the user.
Even with Task Parallelization enabled, additional factors may prevent the user from getting additional Tasks. Examples are:
- Being in any task-blocking state (according to the table above).
- Being in DND presence, marking the user as “Not Ready”. This will take precedence the task limit.
Task-related states
This factor is considered by all Nimbus Services. Nimbus uses these flags to signal why a user is currently “Not ready”. This is also done to keep a track record for Nimbus Reporting purposes.
Task states
Nimbus these states to make users unavailable for further tasks. For example:
- While already being in a blocking status (e.g. Not Ready, On a Task, in After-Call Work (ACW) or flagged by RONA from not answering a task), no further tasks will be distributed to the user.
- ACW, Connected and Ringing are reported as dedicated states, all other blocking statuses are reported as “Not Ready”.
- “Offline” in Teams or “Off Duty” in Nimbus are also reported as dedicated User States.
💡With Task Parallelization enabled, a user can hold different task-related states across concurrent tasks at once. The reported User State follows a fixed precedence (RONA > Connected > Ringing). For full behavior, see section Receiving a new task while already connected to a non-blocking task in Task Parallelization.
🔎Table: Overview of User States
INC User State Type Table
For Reporting purposes Nimbus tracks User States, which define the ability of a User accept and handle tasks. Below is a table of these tracked states:
Id |
Name |
|---|---|
| 1 | Offline: User offline in MS Teams and thus cannot be selected for Tasks. |
| 2 | Off Duty: User is either in a “Offduty” Duty States or “Inactive” in Nimbus UI. |
| 3 | Selectable: User logged-in MS Teams and available to take Nimbus tasks. → Also see Task Queue and Distribution. |
| 4 | Not Selectable: User is in a MS Teams presence state that blocks task distribution as per Distribution Service Settings. |
| 5 | Ringing: A task has been assigned to an User but not yet been accepted. Can be either incoming calls or when an User is accepting an Outbound Call. Also applies for non-telephony-related modalities like Email, External Task, Instant Messaging etc. |
| 6 | Connected: The User and Customer are in a session together. Also applies when the User is just handling an External Task. |
| 7 | After-Call Work: User is handling After-Call Work (ACW). |
| 9 | RONA: User flagged with RONA state by a non-accepted task. |
| 10 |
Dialing Out: User has accepted an Outbound Call and Nimbus is now ringing the target Customer.
|
| 11 | Task Limit Reached: User has reached max allowed number of tasks assigned. Even if the user state would allow for new tasks, the task limit will prevent further distribution to this User. |
✅ Enabling User State Tracking & Data Privacy
Each time a user changes from one Status to another, a Nimbus Reporting record is written as an historic entry to the database. Transitions will therefore not appear in the UI, but only as timestamp record on each status change.
💡GDPR Data Privacy Opt-In: Tracking detailed User States allows for a time-based analysis of the states of each user. Note that this option generates a lot of additional reporting data that also reveals daily user habits. Tracking of this data must be explicitly enabled via Tenant Administration > Data Privacy in order to be recorded in the historic reporting.