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Use Case - Setting Up Assistant

Learn how to set up Assistant.

PRECONDITIONS

  • You require tenant administrator rights to create and update tenant and service settings.
  • You need have the required licenses ready to be assigned.

Delegated user permissions are required to run the application. The provisioning script will take care of that once you have assistant configured and enabled.

  • You need to access your users to upgrade their license for Assistant. This is done within the User Administration .
  • 🔍 (OPTIONAL) You can make use of your own dedicated ACS (Azure Communication Service) instance from Azure. 
    💡Luware provides this functionality out of the box. This is also done during initial setup with your Customer Success representative.
 

Own Dedicated ACS for Assistant

Assistant Prerequirements

The following steps describe how Azure should be configured for Interact. You require an ACS (Azure Communication Services) endpoint for the connection string and for Assistant to receive incoming calls. Assistant will not initiate or accept any calls within the application itself. ACS is only used to listen to the incoming call event and execute triggers upon the specified configuration.

 🔍 IDs, users and strings generated below need to be applied within Nimbus Tenant Administration.

INC ACS Instance Setup

The following steps describe how an ACS instance can be setup. Which is required for Nimbus Assistant and/or Interact.

INC Interact Azure Billing

AZURE BILLING

The usage of Interact will cause additional monthly ACS (Azure Communication Services) costs depending on modality (IM/AV) used. These cost are determined by Microsoft. Also see: https://learn.microsoft.com/en-us/azure/communication-services/concepts/pricing

  • Before enabling additional modality features for your services, get in touch with your Luware Customer Success specialist to discuss terms, usage scenarios, and necessary setup procedures.
  • Please note that Nimbus and Interact support does not cover pricing discussions or make recommendations based on the Microsoft Azure infrastructure.
 

Create new Azure Communication Service

To create a new Azure Communication Service perform the steps:

  1. Head to Azure Portal and login with tenant admin rights.
  2. Search for "Azure Communication Service" component and click "Create".   
     
    ☝ Make sure not to use any underline/underscores within the name.
  3. Switch to the Keys tab and copy the connection string  

 

  1. Log into Nimbus Admin Portal
  2. Select your tenant or create a new one.
  3. Within the Tenant Administration > Interact and Assistant section, fill out all the required fields.
    1. Make sure you don't enable interact unless you want to use it.
      🔍 Refer to Use Case - Setting up Interact.
    2. Fill in your ACS connection (retrieved earlier in ACS in step 1) and test if it works by clicking "Check connection".

      💡 Leave other fields unchanged for now. 
  4. Save your changes.
  5. Follow the other steps and as final step run the provisioning script.

☝ Note: Licensing Assistant may cause additional monthly cost on your Nimbus subscription. Get in contact with your Luware Sales representative to discuss terms and setup procedures.

 
 

Show Icon Legend

💡 = A hint to signal learnings, improvements or useful information in context. 🔍 = Info points out essential notes or related page in context.
☝ = Notifies you about fallacies and tricky parts that help avoid problems. 🤔 = Asks and answers common questions and troubleshooting points.
❌ = Warns you of actions with irreversible / data-destructive consequence. ✅ = Intructs you to perform a certain (prerequired) action to complete a related step.
 
 

Configure Your Tenant for Assistant

  1. Navigate to Nimbus Admin > Tenant Administration.
  2. Select the Extensions Tab.
  3. Locate the Assistant section.
  4. ☝ If desired an own ACS connection string can be provided otherwise Luware provides one
  5. Save the changes.
  6. Locate the Data Privacy section.
  7. Enable "Show User Time in State".

Configure Direct Call Template

  1. Navigate to Nimbus Admin > Configuration > Nimbus Assistant.
  2. Create a new Direct Call Template.
  3. Specify all required Nimbus settings: 
    1. Name
    2. Organization Units
    3. Description (optional) 
    4. Triggers
    5. Call type: fixed for Peer to Peer (direct) calls for now. 💡 Service-related o ptions will be added in future. You can adjust Service Settings to open their context in Assistant instead.
    6. Call Origin
On Ringing Performs the action when the call is ringing
On Accepted Performs the action after you accepted the call.
Triggers
Inbound Internal Teams calls Inbound Calls from within the same domain (e.g. your company)
Inbound External Teams calls Inbound Calls from outside your tenant (company domain)
Inbound PSTN calls Inbound Calls made via phone number.
Call Origin
  1. Save the Template.

Configure Actions for the Newly Created Template

  1. Create a new direct call template or edit an existing one.
  2. In the Actions section click on Create.
  3. Specify all the required fields:
    1. Name
    2. Either choose your HTTP method or enable Open in default Browser
    3. Provide the URL which will get called
      1. Pick some available Direct call parameters of your choice and need
    4. Provide a Body depending on your HTTP method
    5. (optional) Provide some Headers
    6. (optional) Choose your Authentication (none or basic)

Configure Users

  1. Navigate to Nimbus Admin > Users.
  2. Enable Assistant for the User by assigning the corresponding license→ The Assistant tab becomes enabled.
  3. Select a previously created Direct-Call-Template. 
    💡 Please Note: Only templates with the same or higher Organization Units are visible in the list. You may see also see templates available on tenant level provided by other administrators. 
     
  4. Save the changes. → On direct calls to the user (with Assistant running) the templates will now be executed.

Final step: Run the provisioning script

  1.  Grab the latest Provisioning script.
  2.  Run the script with admin permissions.
    1.  Azure Admin
    2. Tenant Admin
    3.  Run as admin

Try It Out!

  1. Install Assistant on any machine of your choice. 
  2. Start up Assistant on that machine.
    💡 We recommend putting the App on autostart.
  3. Log in with the Nimbus user configured in the previous step.
  4. Make a direct call to the user and see if the templates are triggered. 
    💡 Ensure that the templates are configured to trigger only in the cases you want (e.g. from external and PSTN calls).

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