INC Use Case Support Disclaimer
LIMITED SUPPORT ON Use Case SCENARIOS
Use Cases are intended to serve as examples of capabilities of Nimbus. Luware only provides limited support for these Use Cases. Restrictions on being up-to-date in their contents apply.
🤔 On which topics can I get support on?
Luware provides support only for its product's inherent capabilities and features. This includes:
- Troubleshooting on the Nimbus Power Automate Connector, its related Trigger Events and Flow Actions.
- Troubleshooting on retrieval/integration of Nimbus System Fields and Parameters.
- Inquiries on improvements and requests for Nimbus Features.
- Any Feedback on our existing documentation (e.g. page corrections and timely update requests).
🤔 What does this mean for 3rd party products?
Luware does not provide support on, nor guarantee the executability of 3rd-party product Use Cases in your environment.
- Use Cases were created within specific versions of 3rd party products (e.g. Salesforce, Zendesk, or other business applications). Your personal version or licensing type of these 3rd party products may differ or change over time. This may result in limited or missing functionality.
- Our support cannot guarantee that the example scenarios will work in every (future) customer scenario. Please consult your 3rd party manufacturer to determine whether your product version supports the functions and interfaces mentioned in the Use Cases.
- Luware and Nimbus Support does not cover integration setup and administrative scenarios with any external systems mentioned in the documentation (e.g. Salesforce, Zendesk, Microsoft Dynamics, and other 3rd party manufacturers).
For the reasons above:
✅ Please ensure that you run your own internal testing before rolling out any large-scale integration into productive systems.
✅ If you need further support for your Nimbus integration, please reach out to your Account Manager or Customer Success Specialist.
🤔 What about AI model service integrations?
While Nimbus offers built-in AI capabilities, leveraging external AI services through integrations can be beneficial, but also introduce errors and intransparent system behavior, as AI outputs are non-deterministic by nature.
You may want to implement additional AI Use Cases IF:
- …you want to use your existing AI models you've already paid for.
- …you want to unlock a wider range of Use Cases.
- …you are aware that the underlying models can lead to changes in response quality.
☝Many AI capabilities are still based on frequently changing models and beta functionality. For these reasons only limited support is available.
Basic IVR is a phone automation technology that lets incoming callers listen to a pre-recorded greeting and select from a set of phone menu option to route the calls to agents directly or to other Luware Nimbus Services. Therefore, the workflow for Basic IVR can not contain any queue elements and is usually used in combination with any of the other licenses within Nimbus.
PRECONDITIONS
- If you haven't installed Nimbus yet, please refer to the Nimbus Installation chapters.
- You require Tenant Admin rights to make the necessary changes within the Service Administration (e.g. to add a new IVR service)
🤔 How can I get access to Nimbus administration as a Tenant Administrator?
You need to create a new Security Group in Microsoft Entra ID (or choose an existing one) and send the Object ID for the Security Group (GUID) to your Customer Success Partner. You can find more information information on the "Security Group ID" descriptions in the Tenant Administration.
💡 Don’t forget that you need to be a "member" in the Security group, it’s not enough to be only "owner" to get access.
Create a Basic IVR
- Go to the Service Administration and click “Create New ”.
🔍 Access to the Admin Panel is granted via the following links:
Admin Panel URLs:- Switzerland: https://admin.luware.cloud/
- Germany: https://admin.dewe-01.luware.cloud/
-
UK: https://admin.ukso-01.luware.cloud/
✅ Make sure to configure your web proxies to allow access to these domains or whitelist the complete *.luware.cloud domain.
- Add a clear description and UPN to your service and confirm → The service is added to the list and the settings will be opened.
Adjust Service Settings
💡 On your newly created service you should now see the Service Settings > General tab:
- Set PSTN to Active.
-
Enter a valid PSTN number.
🔍 Please refer to the PSTN information and limitations below.
- Click "Save & Apply".
INC Transfer to PSTN Limitation
☝Nimbus and related addons can only perform PSTN transfers according to Microsoft's licensing and constraints.
✅ As Administrator you need to acquire Microsoft Teams phone licenses
🤔Which PSTN licenses do I need to acquire?
Service Licensing
|
Target Service using any of the Microsoft | PSTN Connectivity options ▼ |
Licence to apply for Nimbus Services |
| Direct Routing |
“Teams Phone Resource Account” 🔎 See: |
| Calling Plan |
“Teams Phone Resource Account” license, plus
🔎 See: Microsoft Learn | Microsoft Teams Calling Plans 1 Only required for Outbound Call functionality, also see “Ahead notice Pay-as-you-go Calling Plan licensing changes” below. |
|
Operator Connect |
“Teams Phone Resource Account” |
User Licensing
| Target User | License to apply to Nimbus Users & Call Targets |
|
All Users, including … + Agents that handle Nimbus calls + Attendant Console transfer and consultation targets. |
“Teams Phone Standard”, each account having: |
☝Please note that Luware staff cannot give recommendations on which license plan is best suited for your needs. Depending on your scenario, additional Teams App licenses may be required. Exact details are to be discussed with your Microsoft contacts.
🤔How does PSTN licensing affect Service and call transfers?
Assuming that the initially called Service has (no) PSTN license assigned - the following scenarios may unfold:
Scenario A - Service A has a PSTN license. Transfers to other Services occur.
⮑ The PSTN license carries over throughout transfers to other Nimbus Services B and C.
⮑ As the license carries over, a PSTN transfer to an external target is possible from either Service.
Scenario B - Service B has no PSTN license. A Transfer to Service C occurs which has a PSTN license.
⮑ The customer skips over Service A and manages to reach Service B instead.
⮑ The PSTN license is missing on Service B, so nothing is carried over to Service C.
⮑ Even if Service C has its own PSTN license, a PSTN transfer to an external target is not possible.
🌟Learnings:
- Nimbus will use the PSTN license – and create a (transfer) Session – from the FIRST Service responding to a call.
- Regardless of how many internal Service transfers are performed thereafter, the FIRST Service PSTN license remains in effect.
- If a PSTN license is missing, the transfer task will fail and be treated accordingly by the System.1
- Even if a Service being transferred towards has a PSTN license, it cannot be added in post, as the Call Session is already ongoing from the first-responding Service.
✅ For your licensing needs this means: If you require PSTN transfer functionality, you'll need to ensure that this Service is handling all your incoming calls.
- For ONE first-level / Front Desk Service, you'll need a PSTN license for this particular Service.
- For MULTIPLE first-level Services scenario, you'll need PSTN licenses for all first-level Services.
1🔎 Assumption: Workflow takes the normal “Exit” Announcement route and Service Session will conclude with a “Transfer failed” outcome. For more details on analyzing your Reporting results, refer to Nimbus Reporting and Static Dimensions > "Service Session Outcomes"
☝Note that handling and tracking of running cost for PSTN licenses is outside of the Luware support scope. If you however require assistance in extending and/or configuring your Nimbus Services for PSTN, our support will gladly assist you:
Luware Support Address
| Luware Website | https://luware.com/support/ |
|---|---|
| Luware Helpdesk | https://helpdesk.luware.cloud |
| Cloud Service Status | https://status.luware.cloud/ |
INC PSTN License Check Enforcement Notice
☝Ahead Notice: Microsoft enforcing PSTN license checks for bot calls
Amendment 07.05.2025: Microsoft has moved the date from June to end of September.
From: https://devblogs.microsoft.com/microsoft365dev/enforcement-of-license-checks-for-pstn-bot-calls/
🔍 What’s changing?
Effective September 30, 2025:
- Teams users will still have the option to transfer calls to other Teams users manually even if they don’t have a PSTN phone system license.
- Bot-initiated transfers and add participant requests to non-phone system enabled users will be blocked.
🤔How does this affect Nimbus?
Nimbus uses bots to initiate and monitor (safe) transfers and create call conferences. If Microsoft decides to pull through with this change by September 30, 2025, all Nimbus transfers and consultation calls will be blocked and fail without any possible workaround or error handling.
Topic: Microsoft announced changes to PSTN license checks for bots. From the Blog Post of Microsoft:
As part of Microsoft’s feature parity with Teams Phone extensibility, we’re announcing the enforcement of Phone System license checks for Bot-initiated transfers to Teams users. This current gap in our systems will be addressed in September 2025.
Microsoft Teams requires that Teams users behind applications such as queue applications require a phone system license and the user to be Enterprise Voice Enabled. We’re aligning the Microsoft Graph API with that requirement.
What is the change?
Effective September 30, 2025:
- Teams users will still have the option to transfer calls to other Teams users manually even if they don’t have a PSTN phone system license.
- Bot-initiated transfers and add participant requests to non-phone system enabled users will be blocked.
🧭 What is the Impact for Luware Nimbus Users?
- Transfers Within Nimbus: Transfers to users without a Teams Phone license will no longer work. This includes internal transfers between agents or service users.
- Supervision Features: Supervisors must have a Teams Phone license to monitor or intervene in calls. Without it, supervision capabilities are disabled.
- Workflow Transfers: Any transfer initiated from a Nimbus workflow to a user lacking the appropriate license will fail. This disrupts automated routing logic and impacts service continuity.
- Attendant Console Transfers: Transfers via the Attendant Console to unlicensed users are blocked. This affects manual call handling and redirection.
✅ What you need to do
✅To ensure uninterrupted service:
This change mandates the use of a PSTN License on all Users you either transfer to or start a consultation call with.
- Audit User Licenses: Verify that all users involved in call handling, transfers, and supervision have the Microsoft Teams Phone license assigned.
- Update Workflows: Adjust workflows to route calls only to licensed users. This includes adjusting any Distribution Policies and Agent Service Settings for Agents with the according skills and responsibilities.
- Train Supervisors: Ensure supervisors understand the licensing requirements and have the necessary access.
- Monitor License Status: Implement checks or alerts to identify users without valid licenses.
☝Ahead Notice: Microsoft licensing changes
Amendment 03.09.2025: Added Operator Connect as affected customer base. Added clarification that Direct Routing customers are not affected.
Microsoft Licensing Change: What Nimbus Customers Need to Know About Calling Plan and Operator Connect Changes.
🔍 What’s changing?
Effective November 1, 2025:
- Microsoft will enforce a significant licensing change that directly impacts how outbound PSTN calls are handled in Microsoft Teams—especially for services like Call Queues (CQ) and Auto Attendants (AA).
- This change affects all organizations using Microsoft Calling Plans for telephony and it might affect organizations using Operator Connect.
-
The change has direct implications for Luware Nimbus customers in the following scenarios:
- When using Outbound Call functionality, including Call On Behalf.
- When using the Attendant Console for transfers to PSTN numbers.
- When doing Workflow Transfers to PSTN numbers.
🔍 What’s not affected?
- There is no change for Direct Routing phone numbers.
🔍 You will find the full announcement on the MSFT Learn page, specifically “Changes to licensing required for Auto attendant and Call queue outbound PSTN calling”. Excerpt quoted below - important parts highlighted:
Calling Plan
Starting November 1, 2025, a Pay-As-You-Go license will be required for Teams Voice Applications (Call Queues and Auto Attendants) Resource Accounts that use Calling Plan numbers for outbound PSTN calls.
The following scenarios will require a Pay-As-You-Go license:
- Outbound PSTN calls made by Teams Call Queue agents on behalf of a Resource Account
- Outbound PSTN calls made by Auto Attendants or Call Queues
- Callback PSTN calls initiated from Teams Call Queue or Teams Auto Attendant
- On-behalf-of calls made via Graph API and Phone System Extensibility
If Pay-As-You-Go licenses aren't assigned to the relevant Call Queue or Auto Attendant Resource Accounts by November 1, 2025, outbound calls will fail.
Operator Connect
On November 1, 2025, the following outbound calling scenarios may no longer be available depending on your carrier/operator:
- Outbound PSTN calls made by Teams Call Queue agents on behalf of a Resource Account
- Outbound PSTN calls made by Auto Attendants or Call Queues
- Callback PSTN calls initiated from Teams Call Queue or Teams Auto Attendant
- On-behalf-of calls made via Graph API and Phone System Extensibility
Coordinate with your carrier/operator to ensure you continue to have uninterrupted service for these on-behalf-of outbound PSTN call scenarios. If the appropriate arrangements aren't made with your carrier/operator, then outbound calls made by agents on behalf of resource accounts, by auto attendants or call queues or via the Graph API and Phone System Extensibility will fail.
Your carrier/operator provides the details on what adjustments may be required.
🤔How does this affect Nimbus?
Nimbus uses bots to initiate and monitor conferences well as monitor and report any Outbound Call calls and Call On Behalf of a Nimbus Service. Any transfer scenario also requires the Nimbus bot to take calls back safely.
This includes:
- CQ agents making calls on behalf of a Resource Account (RA)
- Callback scenarios configured in Call Queues
- Auto Attendants transferring calls externally
- Calls initiated via Graph API or Phone System extensibility
🧭 What is the Impact for Luware Nimbus Users?
For customers using Microsoft Telephony exclusively and leveraging Call On Behalf features via Luware Nimbus, this change means:
- You must replace existing Calling Plan / Operator connect licenses on resource accounts with Pay-As-You-Go licenses.
- Failure to do so will result in service interruptions for Outbound Calls initiated by Nimbus services, e.g. within either Attendant Console, Workflows in Contact Center routing.
- As highlighted in internal discussions with Microsoft, this enforcement aims to curb misuse but inadvertently affects legitimate use cases like those supported by Luware Nimbus.
✅ What you need to do
✅To ensure uninterrupted service: We urgently recommend for Customers begin transitioning to Pay-As-You-Go licenses well before November 1st to avoid last-minute disruptions.
- Review all resource accounts configured for outbound PSTN calls.
- Assign Pay-As-You-Go calling plan licenses to these accounts via the Microsoft 365 Admin Center.
- Validate license coverage for all users and services involved in call transfers.
- Consider setting up Communication Credits to fund Pay-As-You-Go usage if needed.
📞 Need Help?
If you’re unsure how this change affects your setup or need assistance updating your licensing, please reach out to your Luware Customer Success Manager or contact our Support Team.
INC Luware Support Address
| Luware Website | https://luware.com/support/ |
|---|---|
| Luware Helpdesk | https://helpdesk.luware.cloud |
| Cloud Service Status | https://status.luware.cloud/ |
Apply Settings
To have the new settings take effect you need to run the Microsoft PowerShell provisioning script.
- Access the Service Administration.
- Locate the script link at the bottom and download the latest Script.
- Open PowerShell ISE as Tenant Administrator and run the script. You can find detailed instructions under Provisioning via Microsoft PowerShell.