Handling calls in Nimbus leverages MS Teams call features in both Inbound Service Calls and Outbound Call direction. The main...
November 29th, 2023 8451 views 0 likes
Nimbus services handle Email tasks within their regular queue within the My Sessions view. PREREQUIREMENTS Contact Center Note that Email is...
February 13th, 2024 4107 views 0 likes
Nimbus services handle External Tasks within their regular queue, e.g. the My Sessions view or Attendant Console . For example, a Nimbus user is...
March 13th, 2024 2787 views 0 likes
Handling service Instant Messaging (IM, or synonymously “Chat”) tasks in Nimbus works in a very similar fashion than Call Handling....
November 29th, 2023 4739 views 0 likes
Adaptive Cards show dynamic information within your MS Teams channels to inform your individual Nimbus Users (Agents), allowing for various...
November 28th, 2023 5223 views 0 likes
Duty States are the Nimbus way to signal if you are on or off duty. As part of Responsibility Profiles, they add...
December 1st, 2023 4887 views 0 likes
Contact Center Service Type feature. RONA (Redirect On No Answer) is a "not selectable / available" User State for all type of services. A Nimbus user in...
December 6th, 2023 7674 views 0 likes
The Call on Behalf feature allows service users to impersonate and make calls on behalf of a Nimbus service itself....
December 4th, 2023 6507 views 0 likes
Outbound Calls are scheduled Nimbus tasks that are added to a Service queue for distribution among Service Users. PRECONDITIONS Nimbus...
April 26th, 2024 5392 views 0 likes
The concept of "Context Handover" refers to the process of transferring an ongoing Customer Session from one Nimbus actor (User,...
February 27th, 2025 2611 views 0 likes
In Nimbus, DTMF (Dual-Tone Multi-Frequency) is primarily used in Workflow Activities (e.g. "Input Customer" to route calls according to the...
March 3rd, 2025 2331 views 0 likes
Parking describes the process of long-term parking a Nimbus task without reflecting negatively on KPIs, allowing the Nimbus User to...
May 28th, 2025 1633 views 0 likes
A consultation call is a scenario where multiple participants (customer, Nimbus user (agent) and external consultants (experts) are in the...
January 9th, 2026 760 views 0 likes