Yes, during a Context Handover (Call Transfer) scenario, Session Data is handed over from one Service to another, which also transfers any Custom Parameters.

✅ Check Data Transfer Settings: Note that your Parameters may contain potentially private Customer information when transferring to the next Service and its Users. Via Extensions Service Settings > “Keep Custom Context Parameters on Transfers”  you can decide if you want to transfer these additional Parameters.

Learn more about Context Transfer Settings

INC Context Settings 

As a Nimbus session gets transferred between multiple Services and Users, related System Fields and Parameters automatically carry over. In addition to this, a separate Setting allows to steer if additional Custom Context Parameters should be kept during a transfer from this Service to Users as well.

☝Note that the “Keep Custom Context Parameters on transfer” option is enabled by default for both Services (currently fixed) and Users (optional).

 

🔎 Custom Context Parameter Transfer Settings 

The following Diagram is meant to illustrate the effects of context-related Service settings.

• Each Service can steer these settings individually. This means that Session Data storage and handover settings from a Service A are in effect until a new (receiving) Service B decides to handle the (received and potentially updated) data differently.
• Assuming your starting point is a Service A:
  • Call Data & System Data will always transfer to Services and User. 
  • Custom Context Parameters will always transfer to Services.
  • Custom Context Parameters will only transfer to Users if enabled on the originating Service. If toggled off, they will be nulled/reset to defaults.
• The Nimbus Power Automate Connector can react to various Trigger Events (e.g. Workflow Started, Parameter Updated, Connected to User). 
  • By doing so, parameters within a specific scope (Service Session or User Session) can be updated, anonymized, or cleared. 
  • In the Sessions List this may result in different parameter values being shown for each interaction, as each session can have their context updated via separate Flow Actions.

 

 

 

 

Sure! 😎 Let's explore lifecycle and possibilities with custom parameters in an example. 

First we created several custom Custom Context parameters for the DOC team. To make their usage and intent clear, the “Name” field has gotten a prefix, which also helps with later search. 

🌟Learnings:

• As soon as a caller session is started in Nimbus, the Custom Context Parameter object is created and holds the list of all customer context parameters for the related Organization Unit.
• If you leave the "Default Value" of your Parameter empty, it is also initialized with a null value in Nimbus.  
  💡 Note that in an seemingly empty default parameter, the values  “Null” or "0" are not the same in validation checks.
• We can use the "Collect Information" Workflow Activity to set (and replace the default) value of Custom Context Parameter.
• We can then use the "Parameter Updated" Trigger Event Power Automate Flow to react to the update event generated by the "Collect Information" Workflow Activity and use the value in a flow.
• We can follow up upon the trigger with a Flow Action “Update task” to set or update any values of our Custom Context Parameters. 
   

💡 In this example we could set the “DOC_isVIP” flag to show in My Sessions UI for the receiving preferred, user Rachel Smith. 

What happens in the background?

In Power Automate, the JSON structure of the data object holds all custom context parameters and their current values.

💡We can chain multiple Trigger Events that react to your workflow, e.g. when the “Terminated” trigger was reached we could check the “Survey” parameter again to see if the user made any changes and return that value to the previously handling agent to see how well they have done.

💡The fields UpdatedParameterName and UpdatedParameterValue indicate which custom parameters have updated.

"CustomContextParameters": {
         "DOC_Survey": "2",
         "DOC_ClientId": "1234567",
         "DOC_PreferredAgent": "SIP:dave@company.com",
         "DOC_isVIP": "true"
         },
         "UpdatedParameterName": "DOC_Survey",
         "UpdatedParameterValue": "2"
        }