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.
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 type: Service (with / without Addons) and User Licenses. Changes to licensing directly affect the available Nimbus Features to the individual Service / User (e.g. by opening
✅ 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.
🔎Learn more about the Service / License Types
Service Types
🔀 Note: The concept of “Service Types” (on this page) has been split apart from service licensing. A new page has been created to explain License Types.
INC Service Types
🔎 The Service Type determines how the Service connects to Microsoft infrastructure. In extension, this defines which features and settings the service offers. The following Service Types are defined in the Nimbus:
| Service Type (column value) |
What it is | How it is created | License Management |
|---|---|---|---|
| Nimbus Extend | An Integration Model: the Service is based on Microsoft Teams and Microsoft Graph. |
By an administrator in Service Administration (→ Create Service). Can also be created from MS Teams channels as described by Service Provisioning) |
✅ Licensed per Service |
| Nimbus Unify | An Integration Model: the Service is based on Microsoft Teams Phone Extensibility and Azure Communication Services, used with Luware NimbusOne. | By an administrator in Service Administration (→ Create Service), choosing Nimbus Unify. Available once Nimbus Unify is enabled for the tenant. | ✅ Licensed per Service |
| Direct Call | A personal (→ Direct Call Handling) Service that handles the direct calls of one user. | Per user, from the user’s Direct Call tab in User Administration. |
✅ Licensed per User Nimbus automatically creates a personal Direct Call Service for each licensed user. Does not consume a regular service license. |
💡The service type is displayed in the Service Type column of the Services list in Service Administration.
What the Service Type controls
The Service Type is chosen when a Service is created. From then on it mainly decides which Service Settings tabs and options are available. Options that a Service Type does not support are not shown at all.
💡 Important to note: Service Types are chosen at creation of a Service. As this choice determines how the Service communicates at the Nimbus / Microsoft infrastructure layer and connects users, it cannot be changed afterwards.
💡 Good to know: The Service Type column is only shown in the Services list when “Nimbus Unify” is enabled for your tenant. Without it, all standard Services are automatically created as “Nimbus Extend” Services.
Service Types and Workflows
Workflows are tied to a Service Type as well. When you create a Workflow, a Service Type selection (Nimbus Extend, Nimbus Unify or Direct Call) is offered as soon as Nimbus Unify or Direct Call Handling is enabled for your tenant. The Audio/Video Workflow selection in a Service’s Modalities settings then only offers Workflows of the matching type. This happens mostly invisible to the service-owning user, but is still worth noting, as Workflow Activities use identical naming, but may differ slightly in their behavior and available properties.
Service Types and Settings
Service Settings are significantly impacted by the chosen Service Type. While the general Settings tabs structure remains identical, the service type will determine which detail properties, toggles and fields are there to configure. For the configuring administrator this is primarily noticeable by licensing options and tab details mismatching between services of different type.
💡 Good to know: Service Types and Bulk Editing: When an Administrator selects several Services to bulk edit, only Services of the same Service Type can be selected together. With this method, Nimbus prevents any accidental misconfiguration of mismatching features along services.
Nimbus Extend and Nimbus Unify
Nimbus Extend and Nimbus Unify are the two Integration Models for standard Nimbus Service types. You choose one when you create a Service. Nimbus uses the Service Type (and follow-up Integration Model choice) to connect to the Microsoft phone ecosystem. In a nutshell:
- Nimbus Extend – based on Microsoft Teams and Microsoft Graph. This is the known Nimbus UI Service experience known by most customers, designed to natively integrate within Microsoft Teams.
- Nimbus Unify – based on Microsoft Teams Phone Extensibility and Azure Communication Services. This is a new experience, using Luware NimbusOne as the central client, designed to work independently form Microsoft Teams.
💡 Good to know: Regardless of the Service Type & Integration used, the configuration remains in Nimbus. However, note that the integration method has repercussions for how customer journeys are orchestrated, how AI capabilities can be applied, how reporting is generated, and how closely the platform aligns with the Microsoft ecosystem.
🔎 Below is an excerpt of Integration Model Comparison.
Nimbus Extend
Nimbus Extend
Nimbus Extend – in the following called just “Extend” – is one of the two Microsoft Teams contact center integrations of Luware Nimbus. It is built for organizations that follow a Microsoft Teams-first strategy: Microsoft Teams stays the primary workspace, and Nimbus adds customer engagement capabilities to it.
Extend does not replace the Microsoft Teams client and it does not introduce a separate agent application. It adds service routing, queueing, workflow orchestration, callback handling, reporting, dashboards, automation and AI-assisted capabilities to the Teams environment your users already work in.
How does it work?
How Extend works
Extend is the Microsoft Graph-based communication integration model of Nimbus. Microsoft Graph provides the integration foundation: through Graph-based communication and collaboration integration, Nimbus aligns customer engagement workflows with Microsoft Teams users, Teams context, presence information and related Microsoft 365 services.
The result is a single workspace experience. Collaboration communication (meetings, chats, internal calls) and customer engagement communication (queued interactions, transfers, service workflows) are both handled in Microsoft Teams, while Nimbus orchestrates the customer engagement side behind it.
| Architectural aspect | Extend |
|---|---|
| Microsoft foundation | Microsoft Teams and Microsoft Graph |
| Communication integration model | Microsoft Graph-based communication integration |
| Primary user experience | Microsoft Teams |
| Strategic positioning | Organizations with a Microsoft Teams-first strategy |
| Operational philosophy | Customer engagement as an extension of the Teams workspace |
| Nimbus responsibility | CX orchestration, service routing, workflow automation, reporting, automation and AI capabilities |
What are the benefits?
Benefits of Extend
Extend keeps the customer engagement capabilities that users already know.
➕ Maximum alignment with Microsoft Teams. Teams adoption, governance models and user familiarity are preserved end to end.
➕ Low adoption barrier. Users keep working in the client they already use every day — there is no second application to learn, roll out or support.
➕ Collaboration and customer engagement stay connected. An agent can escalate to a colleague, start a chat or pull in an expert without leaving the workspace the interaction lives in.
➕ One workspace to manage. Device management, client deployment and endpoint policies remain a Microsoft Teams concern.
➕ Microsoft 365 context out of the box. Teams users, Teams context, presence and related Microsoft 365 services are available to customer engagement workflows through Microsoft Graph.
➕ Full Nimbus CX orchestration. Services, routing, queueing, workflows, callbacks, dashboards, automation and AI-assisted capabilities all apply.
➕ No platform trade-off. Extend uses the same reporting model, administration model and governance framework as Nimbus Unify.
Who is Extend for?
When to choose Extend
Extend is the choice for if Microsoft Teams remains the primary workspace.
✔️ Microsoft Teams is your employee workspace and should stay that way for customer-facing users too.
✔️ Customer engagement and internal collaboration are closely intertwined — service teams, expert lines, back-office and hybrid roles that both collaborate and take customer interactions.
✔️ Teams governance, compliance and device management models are already established and should also cover customer engagement.
✔️ Rolling out and supporting a second client would add more friction than adjusting your existing MS Teams workspace.
Nimbus Unify
Nimbus Unify
Nimbus Unify – in the following called just “Unify” – is one of the two Microsoft contact center integration models of Luware Nimbus. It separates the communications foundation from the user experience layer: Microsoft Teams Phone remains the communications foundation, while customer engagement users work in the workspace best suited to their job.
Unify does not introduce a separate telephony platform. It extends Microsoft Teams Phone through Microsoft Teams Phone Extensibility (TPE) and Azure Communication Services (ACS), so that dedicated customer engagement workspaces, CRM-embedded communication and real-time AI scenarios become possible on the same Microsoft communications foundation.
How does it work?
How Unify works
In the Unify model, Teams Phone Extensibility and Azure Communication Services provide the communication extensibility layer. Nimbus provides service routing, workflow orchestration, reporting, dashboards, automation and AI-assisted capabilities on top.
| Architectural aspect | Unify |
|---|---|
| Microsoft foundation | Microsoft Teams Phone Extensibility and Azure Communication Services |
| Communication platform | Microsoft Teams Phone |
| Communication integration model | Teams Phone Extensibility with Azure Communication Services |
| Primary user experience | NimbusOne, CRM CTI, dedicated engagement workspaces, and Microsoft Teams in selected scenarios |
| Strategic positioning | Organizations requiring dedicated customer engagement workspaces, high-volume interaction handling, CRM-centric workflows or real-time AI scenarios |
| Operational philosophy | Customer engagement as a dedicated operational discipline |
| Nimbus responsibility | CX orchestration, service routing, workflow automation, reporting, AI, Client-of-Choice experiences and governance |
Teams Phone Extensibility
Teams Phone Extensibility is a Microsoft architecture foundation which allows customer engagement application to integrate with Teams Phone through Azure Communication Services.
| Capability enabled by Teams Phone Extensibility | What it means for Nimbus |
|---|---|
| Dedicated customer engagement clients | Enables NimbusOne and further specialized customer engagement experiences |
| Media access through Azure Communication Services | Supports transcription, speech processing and AI scenarios1. |
| Separation of communications foundation and client experience | Enables the Client-of-Choice architecture |
| Microsoft Teams Phone alignment | Keeps the communications foundation Microsoft-native |
| Advanced contact center scenarios | Supports professional contact center operations, CRM-centric workflows and high volumes |
Because Azure Communication Services is part of the communication architecture, AI can operate close to the communication stream instead of as delayed post-processing. This is what makes real-time transcription, speech-to-text, text-to-speech, live AI assistance, AI voice agents and conversation intelligence possible.
1🔎 Also see: Transcription and Summarization feature pages as well as Nimbus Virtual Users and related Best Practices - Virtual Users in Nimbus.
Which client do users work in?
Client-of-Choice
With Nimbus Extend the communication architecture and user experience architecture were tightly coupled: if the communication platform was Microsoft Teams, the user experience had to be in Teams as well.
Unify breaks that coupling: Client choice changes the interaction surface, not the platform model. Different user groups can work in the environment that suits their daily responsibilities, because all clients operate on the same platform — the same services, workflows, users, Responsibility Profiles, tasks, Unified Sessions, reporting projections, integrations and security controls.
| Client experience | Typical role | Value |
|---|---|---|
| NimbusOne | Contact center agents and supervisors | For users that want a optimized and customizable unified agent desktop for their customer communication — See Luware NimbusOne.1 |
| Salesforce CTI | Sales and account teams | For users and services whose primary use cases are handled in a third-party CRM or ERP |
| Dynamics CTI | Service and customer operations teams | Embeds communication into Dynamics-based business processes |
| Microsoft Teams | Teams-first users and collaboration-centric service teams | For users and services whose primary use cases are handled in a third-party CRM or ERP — see the Nimbus Teams Tab |
| Further clients | Specialized customer engagement scenarios | Extends the platform without changing routing, reporting or governance |
1💡 NimbusOne as a Nimbus Unify client
Luware NimbusOne is a customizable customer engagement workspace for Nimbus. It is not a separate platform and it does not replace Nimbus — but can replace Microsoft Teams as one of the possible clients that access the Nimbus platform through the Unify architecture. Because it is purpose-built for customer engagement rather than collaboration, it can prioritize call handling efficiency, customer context, queue awareness, AI assistance, transfer workflows and supervisor visibility.
How are collaboration and customer engagement separated?
The Microsoft Dual Persona operating model
Most users participate in two fundamentally different communication contexts:
- Internal collaboration communication — meetings, chats, peer-to-peer calls, ad-hoc teamwork — is optimized for flexibility.
- Customer engagement communication — queued interactions, service-level objectives, customer context, transfers, escalation workflows, CRM updates and high call volumes — is optimized for speed, service quality, routing efficiency and operational control.
Unify lets these two personas be separated: personal and internal collaboration communication continues through Microsoft Teams, while customer engagement communication is handled in a dedicated experience. Contact center interactions and personal Teams calls no longer disrupt each other.
| Persona | Primary communication context | Typical workspace | Objective |
|---|---|---|---|
| Collaboration persona | Internal meetings, calls, chat and teamwork | Microsoft Teams | Preserve the Microsoft collaboration experience |
| Customer engagement persona | Queued customer interactions, routing, transfers, customer context and service workflows | NimbusOne, CRM CTI or another dedicated client | Optimize customer engagement efficiency and operational focus |
A user handling several hundred customer interactions per day does not have the same workspace requirements as a user who mainly works in meetings and chats. In high-volume environments every additional click, context switch or workspace interruption affects handling speed, customer experience and operational efficiency.
What are the benefits?
Benefits of Unify
Unify gives customer engagement users a workspace built for their job, without leaving the Microsoft communications foundation.
➕ Communications foundation and user experience are decoupled. Microsoft Teams Phone stays the communication platform, and you still choose the best workspace per role.
➕ Client-of-Choice. Agents in Luware NimbusOne, sales users in Salesforce, service users in Dynamics 365, knowledge workers in Microsoft Teams — all on one routing and one reporting model.
➕ Optimized for high volume. A dedicated workspace removes the clicks, context switches and interruptions that cost handling time when users take hundreds of interactions per day.
➕ Dual Persona separation. Contact center interactions stay separate from personal Teams calls, so neither context disrupts the other.
➕ Native real-time media access. Azure Communication Services makes the media stream available for real-time transcription, speech-to-text, text-to-speech and conversation intelligence — AI acts during the conversation, not after it.
➕ CRM-embedded communication as a first-class pattern. Users work where their business process already lives.
➕ No platform trade-off. Unify uses the same reporting model, administration model and governance framework as Nimbus Extend, and new client experiences can be added without changing routing, reporting or governance.
Who is Unify for?
When to choose Unify
Unify is the choice for organizations with high-volume interactions that need dedicated customer engagement experiences, CRM-centric workflows or advanced real-time AI. while Microsoft Teams Phone stays the communications foundation.
✔️ Customer engagement work is high-volume, time-sensitive or strongly process-driven.
✔️ Microsoft Teams should remain the strategic collaboration platform, but is not the most efficient primary workspace for your customer-facing users.
✔️ Sales or service users need communication embedded in Salesforce or Dynamics 365 rather than in a separate client.
✔️ Real-time AI, live transcription or conversation intelligence are core requirements rather than nice-to-haves.
✔️ Different user groups have genuinely different workspace needs and should not be forced into one interface.
Direct Call
Direct Call is the Service Type of a Direct Call Handling Service. Unlike Nimbus Extend and Nimbus Unify it does not describe an Integration Model, but a Service that belongs to a user: it handles the calls made directly to that user, instead of calls to a shared team Service.
🔎 Note: “Direct Call” is also listed under the Service Types to signal that it has differences in how Service Settings are structured and Users are provisioned. This is made apparent as follows:
- Created per user: A “Direct Call” Type Service is set up from the user’s Direct Call tab in User Administration, not through Create New in the Services list. Optionally, each user can have one Direct Call Service in addition to regular service participation.
- Reduced Service Settings complexity: Options that make no sense for a single-user Service, for example the Service license, the Distribution Policy and presence-based distribution, are not shown (→ What the Service Type controls above).
- Own Workflows: Workflows that handle Direct Calls are also created with the Service Type Direct Call.
- Specific Preferences: The Extensions tab offers the specific settings only for this Service Type and there are additional Direct Call User Settings.
🔎 Also see: Direct Call Handling for the feature, and Direct Call User Settings for the per-user configuration.
✅ 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".
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. Changing this setting is limited by technical constraints.
🔎 Learn more User Assignment Types
INC User Assignment Types
Each Nimbus Service can be of a different User Assignment Type that determines how Users are associated to this Service:
- MS Teams-based: Directly tied to the Team itself in MS Teams, determined during Service Provisioning. Users get automatically added and synced to a Nimbus Service.
- Skill-based: Applies for manually created Services via Nimbus Service Administration. Requires skill-assignment to Users you manually assign to the Service from within your Tenant directory.
- Direct Call Handling: A service tied to one user with underlying Resource Account account and assigned phone number. Call Forwarding Rules can be defined via Direct Call User Settings or the User's personal Preferences (Portal). Can optionally transfer to individual “Direct Call Handling” type Workflows.
- None: Primarily used for IVR or first-level redirection Services. This Service has no Users and is therefore primarily configured by any Administrator.
☝ Important to know: The User Assignment Type setting is fixated when a Service was either provisioned via MS Teams or manually created via Service Administration, e.g. either for Customer IVR or User skill-based task distribution purposes. A switch between MS Teams-based and Skill-based Services is not possible due to how individual Users are configured and how related Nimbus Features operate.
🤔 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
Any change on a services User-assignment are (usually) followed by an User and Service settings review. For those reasons we always recommend to provision and configure a new service Service according to your needed Features , then switch over from your previous Service.
While this creates a temporary "license overhead" it also guarantees near-uninterrupted Service to your customers. An additional benefit is also clean Nimbus Reporting transition while minimizing the disruption until production-ready.
🤔 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.
Service license change: Follow-Up Steps
✅ Once 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".
Service license change: Follow-Up Steps
✅Once a 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.
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/ |