📆Expected in September

Task Parallelization

New Task Assignment with Automatic Parking of Ongoing Non-Blocking Task

With this new feature, Nimbus users handling non-blocking tasks like Email or External Tasks can keep receiving new work exactly as if they were fully available — as long as they still have free capacity. This keeps queues moving and gets tasks to the right user faster, without waiting for someone to finish or manually park what they're already doing.

🆕 What will be added to Nimbus?

• Distribution of a new task to a user who is connected to a non-Audio/Video task configured as non-blocking (or blocking except for Audio/Video), treating the user as available as long as they haven't reached their task limits.
• The incoming task is shown above the connected one in My Sessions and Attendant Console, with an orange outline on the Active widget whenever a user has both a connected and an incoming task at once.
• Accepting the incoming task automatically parks the connected task. Any unsaved changes on it (such as an email reply in progress) are saved automatically first.
• User availability is newly based on whether a user can still take on a task, not simply on whether they're already working on one: Available if they can still receive at least one more task, Not Available once they've reached their task limit or their active task is a blocking one.

💡 Good to know:

• Declining or ignoring the incoming task doesn't change the state of the ongoing one. If Persistent RONA is configured for the service, the user is still flagged with RONA as usual.
• Because availability is now capacity-based, a user already working on a non-blocking task can receive the next task before a fully idle colleague does, depending on the configured Distribution Policy (e.g. Longest-Idle).
• If a user is flagged with RONA while still connected to another task, their user state shows RONA rather than Connected, so the need for attention stays visible. If a user receives a new invitation while already connected to a task, their state stays Connected rather than switching to Ringing, until they respond.

Task Parallelization: Enable Quick Switch Between Tasks

Switching between tasks used to mean manually parking your current task before you could pick up the next one. With the new Enable Quick Switch Between Tasks setting, Nimbus users can unpark a task directly: the currently active task is parked automatically, and the selected task is unparked in its place.

🆕 What will be added to Nimbus?

• A new user setting, "Enable Quick Switch Between Tasks" in General User Settings > Task Parallelization, letting users opt in to one-step switching between tasks.
• When enabled, unparking a task or starting a Call on Behalf automatically parks the currently active task, with no manual parking step required.
• If the user is in After Call Work (ACW) that allows early end, or has already been extended, ACW is ended automatically so the selected task can be unparked right away.
• Changes to the setting are tracked in Change History.

💡 Good to know:

• This currently applies to Non-Audio/Video tasks. Support for Audio/Video tasks is planned as a follow-up.
• Parked Audio tasks still need to be accepted via the Teams toast notification. Failing to do so leaves both tasks parked — the previously active task stays parked, and the task that should have been unparked remains parked as well.
• If ending ACW would otherwise cause a new task to be assigned automatically (e.g. on a blocking session), that auto-assignment is suppressed so the intended task switch isn't interrupted.

End After Call Work Automatically When Unparking a Task

Switching to another task no longer has to wait for After Call Work (ACW) to run its course. When a user unparks a task while still in ACW, Nimbus now ends that ACW automatically — as long as the service allows it — so the user can move straight to the next task.

🆕 What will be added to Nimbus?

Unparking a task while in ACW ends that ACW automatically, provided it's already been extended or the service allows ending it early.
The user continues directly with the task they unparked, there is no separate step needed to close out ACW first.
Ending ACW this way does not trigger a new task to be assigned automatically, so the intended task switch isn't interrupted by an unrelated distribution.

💡 Good to know:

If ACW cannot yet be ended (not extended, and early end not allowed), it continues to run as configured, and the unpark proceeds once it's over.
This works alongside quick task switching: unparking a task can end ACW and swap to the new task in one step.

Park Task Automatically When Starting a Call on Behalf

Starting a Call on Behalf no longer means pausing what you're doing first. With Task Parallelization, users with remaining Audio/Video capacity can start a Call on Behalf directly while another task is active — Nimbus parks the current task automatically.

🆕 What will be added to Nimbus?

• The Call on Behalf button is enabled on all UIs — Assistant, My Overview, Services Overview, Attendant Console, and My Sessions — regardless of the type of task currently active.
• Starting a Call on Behalf automatically parks the active task, if there is one, before the call begins.
• If the Audio/Video task limit has been reached in the meantime, the button is disabled with the tooltip: "You have currently reached the maximum AV task limit."

💡 Good to know:

• If parking the active task fails, the Call on Behalf is not started either, and the user is notified as usual

Park Task Automatically When Picking Up a Pickup Task

Users working on a non-blocking task can now deliberately pick up an additional task from the queue, when they have the capacity and skills for it. Nimbus parks the current task automatically to make room for the one being picked up.

🆕 What will be added to Nimbus?

• Users can press Pickup on any pickup task in the queue they're eligible for, even while already connected to a task — as long as that connected task is non-blocking.
• Picking up the new task automatically parks the currently connected one.

💡 Good to know:

• Task limits still apply — both overall and per modality — so Pickup isn't available once capacity is used up.
• Existing Pickup eligibility rules (skills, responsibility, etc.) remain unchanged.

Virtual User Prompt Management via API (Iteration 1)

Managing Virtual User prompts and configuration no longer has to mean manual UI changes. With new Virtual User provisioning endpoints on the Nimbus API, customers can update Virtual User prompts and configuration programmatically — enabling versioning, releases, and rollbacks through their own CI/CD pipelines, in line with existing engineering workflows.

This is the first iteration of a feature that will keep expanding in future releases.

🆕 What will be added to Nimbus?

• New Virtual User provisioning endpoints on the Nimbus API:
  • GET Virtual Users — fetch a list of available Virtual Users.
  • GET Virtual User Details — fetch the full configuration of one Virtual User.
  • PUT Update Virtual User — update a Virtual User's configuration. Only the fields included in the request are changed; any field left out keeps its current value.
  • POST Copy Virtual User — duplicate an existing Virtual User, including its Tools and Outcomes, within the same Organization Unit, Bot, and Profile.
• Fields that can be updated via PUT:
  • Text-based prompt fields: general instructions, outcomes & tools instructions, initial/final message, tone
  • Dropdown settings: Verbosity, Language, Virtual User Voice
  • Numeric fields: Max Session Duration, Inactivity Timeout
  • Modalities (currently Audio/Video only)

💡 Good to know:

• To use this feature, the Tenant Level Provisioning setting must be enabled, following the same scoping (including Organization Unit) as the existing provisioning setting.
• Access is managed the same way as other Nimbus API provisioning capabilities: applications are configured in Azure AD by Tenant Administrators, who then grant the relevant permissions — Provisioning.VirtualUser.Read, Provisioning.VirtualUser.Update, and/or Provisioning.VirtualUser.Create.
• A Virtual User must still be created in the UI first (or copied from an existing one with Tools and Intents) before its prompts and settings can be managed via API.
• Updates made via the API don't affect sessions already in progress.
• If someone is editing a Virtual User in the UI at the same time an API update runs, the last save wins.
• After copying or updating a Virtual User via API, it still needs to be added to a workflow manually — unless the update is made directly to a Virtual User that's already part of one. A copy also has no license assigned until one is set in the UI.

Not yet included in this iteration:

• Creating new Virtual Users via API (only updating existing ones is supported).
• Updating Tools, or Outcomes via API — these remain read-only or UI-only for now.
• Changing Organization Unit, Bot, or Profile via API.
• A dedicated rollback feature — to revert changes, copy the Virtual User before editing and keep the original as a fallback.

Improve Data Privacy Tenant Settings' Behavior for Artificial Intelligence

Nimbus now warns Tenant Administrators before switching off an AI privacy setting, so a disable is never accidental. When Allow to use Companion or Allow to use Virtual User is turned off and saved, Nimbus shows a confirmation explaining that the change is irreversible and what will be reset as a result. Only after confirming does Nimbus apply the change — keeping consent and end-customer disclosure aligned with what's actually running on the tenant.

🆕 What will be added to Nimbus?

• A confirmation warning when disabling either of these Data Privacy toggles and clicking Save:
  • Allow to use Companion — "This action is irreversible. All Companion related AI Service Settings will be reset. Please confirm." This includes removing the speech recognizer and the Transcription, Summarization, Codes, and Tags toggles across all services.
  • Allow to use Virtual User — "This action is irreversible. All Virtual User licenses will be removed and Virtual User AI Service Settings will be reset. Please confirm."
• Confirming applies the reset across all affected services in a single action.
• Cancelling leaves the toggle enabled and all AI Service Settings untouched — nothing is saved.

💡 Good to know:

• The warning always appears when disabling and saving, even if the tenant has no existing Companion or Virtual User configuration — the confirmation isn't conditional on anything currently being "in use."
• This mirrors the confirmation pattern already used when removing a Contact Center license from a user.

CRM Reference & User Lookup via Power Automate

Connecting Nimbus conversations to external CRM systems get simpler. New Power Automate actions let integrators reliably tie a session's transcript or summary back to the exact CRM record it belongs to, and identify the agent who handled it, without building extra lookup tables or requesting broad directory access.

🆕 What will be added to Nimbus?

• Get User Details — given a Nimbus user ID, returns the Nimbus user's profile details (including UPN and first name), so a flow can identify the handling user without a separate Entra/Office 365 lookup.
• Save Reference ID — stores a third-party reference (e.g. a CRM ticket, case, or request ID) against a session, so it can be retrieved later in a downstream flow.
• Get Reference ID — retrieves a previously stored third-party reference for a session.

💡 Good to know:

• Typical pattern: save the CRM reference when a call, email, chat, or WhatsApp task is first created, then retrieve it once the Companion or Virtual User transcript/summary is ready after the session ends — landing the transcript on the exact record created at the start, with no session-to-task mapping table to maintain.
• Multiple references can be stored against the same session by using different Unique IDs — for example a CaseID, TicketID, and RequestID all tied to one session, each retrieved independently.
• Stored references are retained for a maximum of 30 days, and aren't surfaced anywhere else in Nimbus (e.g. not shown in My Sessions, Attendant Console, or Reporting) — they exist solely for retrieval via these two actions.
• Nimbus doesn't automatically sync these references with your external system; keeping them updated in the third-party system remains the responsibility of your flow.

Emergency Manual Presence Mode

With the new Emergency Manual Presence Mode, Nimbus Admins can switch routing to a system-controlled presence state that users set directly in Nimbus — keeping task distribution reliable when Microsoft Teams presence data is delayed, missing, or otherwise unreliable.

What's changing:

🆕 What will be added to Nimbus?

• A new tenant-level setting Emergency Manual Presence Mode under Admin > Tenant > Extensions > Presence Tracking.
• When enabled, Nimbus stops syncing presence from Microsoft Teams for that tenant, and users instead set their own state from a new dropdown on the avatar icon, available on My Overview, My Sessions, and Attendant Console.
• Two selectable states: Available and Appear Offline (default once the mode is enabled).
• Task routing continues to respect existing duty profiles (skill-based On Duty/Off Duty) and team-based Active/Inactive settings, only the underlying presence source changes.
• The manually set presence state is reflected across Dashboards, Live View, Overviews, and Nimbus Assistant.
• Changes to the tenant setting are tracked in Change History.

💡 Good to know:

• Users that don't actively set a state are automatically treated as Offline, so no one is unintentionally included in routing.
• Enabling or disabling the setting, or changing a manual state, doesn't affect active sessions already in progress.
• Supported on both the legacy and the new Presence Service, and fully optimized for the new Presence Service.

Attendant Console: Full PSTN Number Support for Nimbus Services

With this feature, the Attendant Console fully supports PSTN numbers of Nimbus services across contact cards, detail panels, transfers, and consultation calls.

🆕 What will be added to Nimbus?

• The PSTN number of a Nimbus service is now shown wherever that service's contact information is displayed — including contact cards and the detail panel — with a Call To button available directly there.
• PSTN numbers of Nimbus services are no longer excluded from transfer and consultation call targets in the Attendant Console.
• When an agent selects a service's PSTN number as a transfer or consultation target, Nimbus automatically routes it as a native service transfer or consultation — preserving full queue management, call handling, and reporting.

💡 Good to know:

• Targeting a Nimbus service by its PSTN number now behaves identically to targeting it by name — no extra steps or confirmation needed from the agent