The Call on Behalf feature allows service users to impersonate and make calls on behalf of a Nimbus service itself. This may also be referred to as "Call As", “Calling as a Service” or “Service impersonation”.
PRECONDITIONS
-
Enterprise Routing Contact Center Outbound Calls are an Enterprise Routing and Contact Center Service Type feature.
- Modalities Service Settings > "Outbound Conversations" must be enabled for the corresponding Service.
- Note that services with User assignment type = None (e.g. IVR services for first response and transfer) are excluded from “Call on Behalf” selection, as no users are associated with the service.
- Direct Call Handling services also support Call on Behalf: the call goes out from the user's own direct number. A Resource Account must be bound to the service.
-
Your Nimbus user account must be on status “Online” in MS Teams or the “Call on Behalf” Icon will be disabled in the Nimbus UI.
- User related "Busy Available/ Away Available" settings (made via Distribution Service Settings > Conversations Distribution) such as “available when busy” are ignored.
- Your service must have a PSTN number assigned in order to dial out to an external number. Otherwise only UPN (internal Users and Services) can Also see the "Known limitations" section below.
Call on Behalf from within the Nimbus Portal UI
The "Calls on Behalf" can be manually started from the Nimbus User Portal:
- There are two ways to start the “Call on Behalf” in the Nimbus Portal:
-
In the Nimbus UI (at any time): Navigate to My Overview, Services Overview, or Attendant Console and click on the telephone icon next to the service you want to call on behalf as.
⮑ A teams dial out popup opens. You can now dial a number.
💡Before calling, you can still choose between all services which are available to you (and fulfill the preconditions above). -
My Session (on missed calls):When you miss an incoming call, a call button appears in the session list entry on My Sessions.
⮑ A teams dial out popup opens, already prefilled with service called and the caller's UPN or PSTN number from the concluded session.
-
In the Nimbus UI (at any time): Navigate to My Overview, Services Overview, or Attendant Console and click on the telephone icon next to the service you want to call on behalf as.
- To start the outbound conversation, click on the Call icon.⮑ Nimbus will send you a call invitation before calling the target. This is done to establish a Nimbus Reporting session for the service you selected.
🔎 Notes
- During After-Call Work (ACW), the next “Call on Behalf” can already be started. Starting the Call on Behalf ends the ongoing ACW automatically.
- With Task Parallelization enabled on your user, you can still use “Call on Behalf” while Parking another task simultaneously. If you also have "Enable Quick Switch Between Tasks" turned on, you can start a Call on Behalf even while a task is active (not yet parked): Nimbus parks that task for you automatically first, regardless of its modality (Audio/Video included). If you've already reached your Audio/Video task limit, the "Call on Behalf" icon is disabled with a tooltip explaining why. If the active task cannot be parked for any reason, the call is not started either. → See "Switching between tasks" on the Task Parallelization page.
- All “Call on Behalf” sessions are subject to Dashboard Supervision, meaning that any Supervisor can listen, whisper OR barge-into an existing session.
- When users are in RONA state, Outbound Service Calls (including Call on Behalf) are not possible. In general, any blocking Nimbus User State will disable the call button.
Learn more about task blocking states
INC Task Blocking States
- From a Nimbus perspective, a “Call on Behalf" is considered as an Outbound Call (e.g. for Reporting purposes). Such calls can also be be distributed to you as an “Outbound Task”.
Call on Behalf from an external system (click-to-call)
A Call on Behalf can also be started by an external system, for example by a call button in a CRM. The system names the service, the user and the number to call. Nimbus then handles the call the same way as one started in the Nimbus UI:
- Nimbus rings the user first.
- When the user accepts, the destination is dialed and sees the service's number. On a Direct Call Handling service, that is the user's own direct number.
There are two ways to start it:
- Nimbus API: see "Call on Behalf (click-to-call)" in the Outbound Calls tab of the Nimbus API page.
- Power Automate: see the Flow Action "Start a call on behalf" on the Flow Actions page.
🔎 Good to know
- No queue: the call goes straight to the named user. There is no distribution, no RONA and no retry. If the user is not available for an outbound call (e.g. busy or offline), the request is rejected.
- Who can be called for: the user must be a member of the service. On a Direct Call Handling service, that is its owner.
- Correlation: the request can carry a Reference ID (e.g. the CRM record ID) and custom parameters. Both are written to the session, so they reach the Nimbus UI, workflows, Trigger Events and reporting. In Power Automate, the "When a task changes state" events carry the Reference ID together with the Call Chain ID, so a flow can match the call to the CRM record.
- Reporting: the call is reported like a Call on Behalf started in the Nimbus UI. On a Direct Call Handling service it counts as an outbound direct call.
- Calling later instead of now: to call a customer at an agreed time, schedule an Outbound Call instead (Nimbus API or Flow Action "Schedule a new outbound call"). A scheduled call is queued and offered to an available user first.
Known Limitations
Outbound Task limitations
🔎Related concept: "Call on Behalf" features are technically the same as Outbound Calls, and therefore underly the following limitation: