The Licensing view allows Administrators to check on the available License Contingency and distribute available licenses and addons in bulk. On this page the following topics are covered:
- How to get access to licensing options and how to get your required Tenant Administrator access configured. This will enable your technical teams to manage the Nimbus deployment without being members of the Teams themselves.
- How to review your license status for either your tenant, services and related users.
- How to manage licenses and distribute them for upgrades or downgrades.
- How to monitor Consumption Licenses, the monthly minute allowances for usage-based features.
Managing Licenses
✅ Preconditions
✅License Count Review
- Licenses Tenant Settings (Admin Portal > Tenant > Licenses) show the remaining available license contingency. To adjust your available license count, get in touch with your Customer Success partner.
- The Licensing View is the primary and easiest way to distribute licenses in bulk. Licenses can also be be distributed via the General User Settings and General Service Settings respectively, drawing from the same license pool count.
✅Admin Roles with Licensing Access
-
Licenses can only be managed by Users in Admin Roles. The most important detail to know:
- To manage User licenses, your account must be a Tenant Admin or Organization Unit Admin.
- To manage Service licenses, your account must be a Tenant Admin.
Learn more…
Roles with Licensing Access
There are different Roles and Permissions in Nimbus that relate to, use or enact licensing. The following table is an excerpt:
| Role | Purpose |
|---|---|
Tenant Administrator |
A Tenant Administrator has full access to all Services and User Administration and Licensing. 🤔 How can I get Tenant Administrator rights?Create a new security group in Microsoft Entra ID (or choose an existing one) and send us its Object ID. INC Create a Security GroupHow to create a Security Group in AzureCreate New Security Group
 Define Group Details
 Tenant Name and Object ID
🤔Where to send the Object ID? Contact your assigned Customer Success partner or create a request ticket via our helpdesk. We will then register the group's Object ID for your Nimbus tenant. 🤔 What about Partners?It is possible to give both you and your partner Tenant Administration rights. In this case your partner can follow the same steps as above in their own Microsoft Entra ID and provide us with their Object ID. 🤔 Can I further delegate tasks?Yes, by assigning → Organization Unit Administrator (OU Admin) rights to additional Users on your Tenant. As a Tenant Administrator you can do this via User Administration. This User acts within Services, resources and Users already assigned to Organization Units. 🤔 Where can I check on my current License status?Your available license contingency can be inspected via Admin Portal > Tenant > Licenses tab. To change the available license contingency, get in touch with your Customer Success partner. |
Organization Unit Administrator |
Organization Unit Administrators (OU Admins) are delegates with near-identical privileges as the Tenant Admins, with their scope is limited to Service and User entities within their assigned Organization Units. 💡Good to know: OU Admins are restricted to managing User licenses only. You can view their full permission set for Services / User Administration on the Admin Roles page. |
☝️ Note:
All licenses and addons will enable Nimbus Features at additional cost. Activation of a license may Please get in touch with your Customer Success partner to discuss your use cases and determine the best licensing scenario for your needs.
Tenant State
INC Tenant State widget
💡The Tenant State summarizes availability of Nimbus Features and Licenses at a glance. Your status can only be changed by a Luware System Administrator and is indicated as follows:
- Active - your Nimbus subscription is active and valid.
- Trial - your Nimbus subscription is in trial mode. You can try out Nimbus Features within the trial period.
- Suspended - your Nimbus subscription has been suspended.
- Expired - your Nimbus subscription has expired. Get in contact with Luware Support if you need to renew it.
- Canceled - your Nimbus subscription is cancelled.
- Lab - a Nimbus lab subscription for test purposes.
🤔What happens on Tenant suspension?
- All Users will not be able to login to Nimbus and related apps anymore.
- Inbound / Outbound tasks will be rejected and incoming calls will be redirected to a default announcement workflow.
💡This state can only be resolved by a Luware Administrator.
🤔What if my (productive) Tenant is not shown "Active" yet?
💡Your Customer Success specialist will reach out to you with further details on your license usage and the course of action.
For any immediate questions on your License Management you can always contact Luware support.
Luware Support Address
| Luware Website | https://luware.com/support/ |
|---|---|
| Luware Helpdesk | https://helpdesk.luware.cloud |
| Cloud Service Status | https://status.luware.com/ |
License Types
Licenses are distinguished by License Types:
- Service (with / without Addons) and User Licenses. A license is used when applied to a Service or User respectively.
- Consumption-based licenses are tracked Tenant-wide, reflecting a count of minutes used for Transcription features used in Nimbus Companion and Nimbus Unify.
✅ Click on each tab below to learn more.
Service Licenses
About Service Licenses
Service Licenses are structured into the following types. Consult the following table to learn about their use cases.
✅ To change licenses on your Services:
-
Click “Edit” on the Service License Type you want to distribute: Advanced Routing, Enterprise Routing, Contact Center.
⮑ The view lists available Services, distinguished by Service types. -
Assign your available Licenses via the pulldown menu. Note that:
- … for downgrades of existing Services, additional steps may apply. → See License Downgrade chapter below.
- …you can review and "Undo" your license changes before confirming the change via "Save".
Restrictions: User Assignment Type
☝Note: The User assignment type of a Service is determined either during provisioning via MS-Teams or while creating a Service within the Nimbus UI. As this partially correlates to licensing, changing the license is limited by technical constraints.
🤔 Which User-assignment direction changes are allowed?
| Switching from … | … to | Notes on licensing |
| Skill-based | None | ✅ Allowed - Prerequisite to downgrade to Enterprise Routing license. |
| MS-Teams based | None | ❌ Not allowed - the User rights and Service are directly tied to the MS-Teams channel. If you remove the channel, the related Nimbus Service needs to be removed as well. |
| MS-Teams based | Skill-based | ❌ Not possible due to User Assignment Type and @Task Distribution distribution approach differences. |
| None | Skill-based | ✅ Allowed - Requires a Contact Center license to upgrade. |
| Direct Call Service | Any | ❌ Not possible as the service is tied to a Ressource Account (RA) outside of Nimbus. The Direct Call User Settings allow reassignment of the service and related RA to another user. |
☝️Minimizing impacts on productive services
Changes on service User-assignment type are (usually) followed by related User and Service settings review, as the changed features need to be configured. For those reasons we always recommend to:
- Provision and configure a new service,
- License and configure your new Nimbus Features, then…
- … switch over from your previous service for a seamless transition.
While this creates a temporary "license overhead" it also guarantees near-uninterrupted service to your customers. An additional benefit is also a clean-cut transition for your Nimbus Reporting.
🤔 Why are license migration options restricted?
Depending on the Service Provisioning approach, the underlying Role Access Concept is either inherited from MS Teams or managed by Nimbus itself. Changes on your Service structure therefore requires close consideration before taking action.
For example:
-
Service Ownership - Which (future) MS Teams channels to use – or remove – along with a changed Service / team owner structure?
An example could be your Users shifting to separate department structures, but the requirement to stay reachable and organized via one central Service remains. -
Role Management - How to manage Service Permissions among (new or future) Users with different technical expertise?
An example would be a split of Service ownership and additional BI reporting / supervision User Roles in scenarios where Users have multiple roles in different teams. -
Incoming Task management - Which Distribution Policies and future Skills and Responsibilities must be considered for call distribution?
An example would be the need for more specialized Services that can (spontaneously) onboard Users with the right expertise without the need to fill your MS Teams client with extra channels. - Also refer to the Follow-up Steps below.
✅ Follow-Up Steps
Once service license changes are applied, any administrator (and Service owner) can immediately configure new features within the Service Settings and define related Configuration items.
🔎Refer to Nimbus Features > Service Features which contains follow-up links. You can also follow our Use Cases for first basic setup steps:
- Enterprise - Use Case - Building a Priority Service in Enterprise Routing
- Contact Center - Use Case - Setting up a Contact Center.
- Direct Call Handling - For more details on the setup and functionality. Note that this is a service license which gets automatically assigned when the User gets a “Direct Call Handling” license.
User Licenses
About User Licenses
✅To change licenses on your Users:
-
Click “Edit” on the User License Type you want to distribute: Attendant Console, Interact, Contact Center, Assistant, Instant Messaging, External Task, Email.
⮑ The view shows your contingency of available User licenses. In this example below Attendant Console licenses are distributed. -
Assign your available Licenses via the pulldown menu. Note that:
- … for downgrades of existing Services, additional steps may apply. → See License Downgrade chapter below.
- …you can review and "Undo" your license changes before confirming the change via "Save".
- You will see all Users already having this license. Either remove it or add new Users according to your license pool.
- You can review your license changes before confirming the change via "Save".
✅ Follow-Up Steps
Once a new user license was applied, any administrator can start to set up the additional User details via the User Administration tabs and define necessary Configuration items such as User Skills and Responsibilities.
🔎Also refer to the following pages for instructions and setup steps:
- Contact Center - See Use Case - Setting up a Contact Center.
- Direct Call Handling - For more details on the setup and functionality. Note that this is a user license which automatically creates and assigns a “Direct Call Handling” service license.
- Interact Addon License - See Use Case - Setting up Interact.
- Assistant - See Use Case - Setting up Assistant.
-
Attendant Console, when enabled:
⮑ Attendant becomes immediately accessible to Users in the Portal Main Menu.
⮑ Attendant Settings can be adjusted by the users themselves. -
Nimbus Companion - when enabled:
⮑ Transcription features become available in My Sessions.
⮑ Individual features can also be configured within in AI Service Settings.
Addon Licenses
Addon Licenses can either be applied to Users or Services. They typically do not operate standalone and are meant to add additional Nimbus Features to an already existing Service / User setup.
About Addon Licenses
- Addon Licenses are distributed the same as User / Service Licenses.
- They are usually signaled with
<Service / User>+< Addon Name>
💡A typical example would be “Interact Service” or “Interact User”
Addon license change: Follow-Up Steps
✅Once a license was applied, any administrator can start to set up of Addon related tabs, located in the respective Service / User Settings.
🔎Also refer to the following pages for instructions and setup steps:
- Interact Addon License - See Use Case - Setting up Interact.
Consumption Licenses
Consumption Licenses
💡Good to know: Consumption Licenses are considered “Tenant overall”, not distributed to individual Services or Users. Your overall license count affects the monthly allowance of minutes for a usage-based feature. Get in touch with your Customer Success partner to discuss terms and details.
Reading the Consumption Licenses widget
| Element | What it shows |
|---|---|
| Period |
The start and end date of the period, in UTC. Each period starts on the day of the month set for your tenant in the Consumption Tenant Settings. ✅ To review the consumption of another month:
|
| Usage bar |
The minutes used ("… min used") against the allowance ("of … min"), and the minutes still available ("… min left"). 💡 |
| AI feature counts | Companion transcription only. The number of summaries, tag extractions and code extractions in the period. These counts are for information and do not use up the allowance. |
| Last period | A second bar with the usage of the previous period, for comparison. |
| Details | Hover over a bar to see the allowance per period, the exact time used, the number of sessions counted, and the time of the last usage. |
🔍 Metered usage
- Usage history: consumption is kept for 13 months, so you can compare up to a year of past periods.
-
Allowance Levels:
- When going over the allowance: Usage is never blocked. Consumption Licenses are metered only. Calls, transcription and Virtual Users keep working when an allowance is used up.
- Once 90 % of the allowance is used, the bar turns orange.
- “No allowance” is shown when no allowance was defined for this Consumption License yet. Usage is still counted and shown.
- Changing an allowance: get in touch with your Customer Success partner.
License Downgrades
License Downgrade
License downgrades can be performed from within the Licensing Management overview. When Nimbus Features are already in use, a warning will be shown:
Good to know: Downgrades are prevented until the corresponding Nimbus Features features have been removed from either users or services. This check is also necessary to prevent disruptions to your daily operations caused by an (accidental) license change.
License Downgrade in User/Service Settings
As features are most-likely in use, your next step to downgrade would be to access General User Settings and General Service Settings respectively and check the tooltips on the target license you wanna downgrade towards. By doing so you can address each feature preventing a downgrade individually.
Downgrade Steps
To downgrade from a higher tier license, any related Nimbus Features and their data entities must be removed or unassigned from the user or service. This is done manually via Service Administration and User Administration respectively. Refer to the License downgrade checklist below for details.
☝ Be advised: License downgrades irreversibly remove specific settings / return them defaults.
Nimbus will not keep backups of any settings. If you need a record, consider using the Nimbus API and Configuration Export features. However, keep in mind that these backups only show a track record of configuration made, not necessarily guarantee a full restore.
💡 Example: Removing a Contact Center license from a user or service will remove ALL associated settings and specific user assignments to that service, as well as removing their related user-specific Nimbus Features and configuration.
⮑ In this context this means – if you ever reconsider adding the license again – that you must manually re-define all settings for users and their respective service assignments (features, skills, policies).
🤔 What do I need to check?
✅License Downgrade Checklist
🔎For all steps below, we recommend to consult the Features matrix for items to be checked / deactivated in order to downgrade.
| Downgrading from: | Things to check |
|---|---|
Enterprise Routing |
Head to the Service Administration and locate your service to downgrade. Alternatively you can use the the License Management view to check all your services services at once. For Services: ✅ Check workflows used in your Modalities Service Settings that come with Enterprise Routing service features. You can either downgrade to simpler Workflow Templates to save yourself effort, or manually re-configure your existing workflows by removing the Workflow Activities:
✅ Check and disable Conversation Context, Codes and Tags enabled in the My Sessions view. ⮑ Related frontend features are part of Service Settings > Extensions . They will be disabled after the downgrade. ✅ Check and remove any additional custom and system Parameters from your Service Settings > "Extensions" tab.
✅ Check and disable Outbound Service Call features as part of the Service Settings > Distribution tab. ⮑ Doing so will remove the corresponding options in the My Overview or Services Overview view.
✅ Disable Interact, as it not available for Advanced Routing services. |
Contact Center |
Head to the User Administration and locate your user to downgrade. Alternatively you can use the the License Management view to check all your user licenses at once. ✅ Check everything from → Enterprise Routing above. Additionally you need to do the following: For Services: ✅ Disable After-Call Work features as part of the Distribution Service Settings.
✅ Remove Distribution Policies assigned to "Skill-based" User assignment type Contact Center services in their respective Distribution Service Settings.
✅ Check Modalities Service Settings and disable workflows that are unavailable to your downgraded license. For Users: ✅ On General User Settings, remove the “Contact Center” license from the user. ⮑ Doing so will remove all Nimbus Features for that user, e.g. Access to Roles, Skills, Responsibility Profiles, Dashboards, and Assistant App will be revoked.
|
License FAQ
🤔 Why isn't the license downgrade automated? As features such as Skills and Responsibilities and Workflows as well as Contact Center users may be used across multiple services, simply removing them could have “invisible” side effects. A manual check ensures that features are consciously removed by team owners and administrators, and communicated step-by-step as transparently as possible.
Show me an example…
A Contact Center user can have individual Skills and Responsibilities and be assigned to multiple services via Agent Service Settings. Both associations are getting removed alongside with the license, the user will not be available to any of these services. This may also include include Nimbus Power Automate Connector Use Cases where that user was specifically defined as “Preferred” target.
If you want to re-assign or reinstate that user again you will need you might check their Responsibility Profiles and re-apply all their skills to ensure they are found by any services Distribution Policies.
💡Learning: Multiple services may involve a Contact Center user and have them defined within their flows and settings. Ensure to communicate to other service owners if you remove that Contact Center user from their pool of Agents.
🤔 I have finished my checks and want to downsize my license count. What comes next? Once your downgrade steps are done, get in contact with Luware Customer Success to downgrade your licensing. If you have no existing contact to discuss licensing terms, you can reach out to Luware Support.
INC Luware Support Address
| Luware Website | https://luware.com/support/ |
|---|---|
| Luware Helpdesk | https://helpdesk.luware.cloud |
| Cloud Service Status | https://status.luware.com/ |