Assistant Installation

PRECONDITIONS

The Assistant application needs to be configured by your Tenant Administrator first before the application can be used by agents.

In the Nimbus Admin UI
On each client machine where Assistant is installed
  1. The Assistant license is assigned to the user. 
  2. A Direct Call Template is configured and assigned to the user  

    🔍 Refer to Assistant User Settings.

Before you run Assistant setup, the following prerequisites need to be installed on each client machine:

🤔 What does this App do? The App opens the Assistant view (a frontend UI) and subscribes to incoming calls after logging in. Based on configured Service Call Templates and Direct Call Templates different actions are executed, e.g. opening context in the user's browser or triggering a web-request. All features are explained on the Assistant page.

🤔 Which Operating Systems are supported? Currently this App is officially supported for Windows 7, 10 and 11.

 

Option A: Manual setup of Assistant

Contact the Luware Nimbus Customer Success Team and ask for the Assistant Installer. These setups are meant to be run on the client machines of your Nimbus users (Agents).

💡 Future updates will be supplied to our customers in regular intervals.

  1. Run the MSI and click through the setup
  2. Configure the following options:
    1. Select the preferred options
    2. Choose a folder for logging
    3. Provide the correct view URI depending on your cluster location:

INC Nimbus Assistant View URLs

Switzerland https://assistant.luware.cloud/
Germany https://assistant.dewe-01.luware.cloud/ 
UK https://assistant.ukso-01.luware.cloud/
Europe https://assistant.euwe-01.luware.cloud/
Nimbus Assistant View URLs

✅ Make sure to configure your web proxies to allow access to these domains or whitelist the complete *.luware.cloud domain.

  1. Proceed until ready to install the client.
  2. When you finish, launch the application
  1. Log in with your O365 account. 🔍 More details can be found on the Assistant page of our Knowledge Base, focusing on daily use.

Option B: Installer packaging and rollout

💡 Follow this method for rollouts in larger IT environments:

1. Make sure all the ✅ preconditions above on this page are fulfilled.

2. To perform a silent installation of the Assistant client, the following example command can be used:

POWERSHELL
msiexec /i "Nimbus.Assistant.Client.msi" /l "install.txt" /quiet LOGGING_PATH="C:\Nimbus Assistant Logs\" NIMBUS_VIEW_URI="https://assistant.luware.cloud/"
AUTORUN=false LANGUAGE=en SHOW_TOAST_ON_SERVICE_ACCEPTING_CALL=false OPEN_LOGIN_WINDOW_ON_STARTUP=false POSITION=BottomRight

3. ✅ Adjust the msiexec command parameters as needed.
🔍 Also see: https://learn.microsoft.com/en-us/windows-server/administration/windows-commands/msiexec

MSIEXEC Switches Description Default Value Possible Values
LANGUAGE Language en en, de, nl, it, fr, es, da
POSITION Position BottomRight BottomRight, TopRight
AUTORUN Starting of NA automatically true true, false
SHOW_TOAST_ON_SERVICE_ACCEPTING_CALL Showing of Call Flow before accepting false false, true
OPEN_LOGIN_WINDOW_ON_STARTUP Opening of the login window on application start true true, false
LOGGING_PATH Path for the log folder none Any absolute or relative path.
ZOOM Zoom-level of the application 1 1, 1.25, 1.5
BRING_TO_FOREGROUND If the app should come the to foreground upon Nimbus Events (available from 1.90) true true, false
TOPMOST If the app should be shown always as topmost window on the screen (available from 1.90) false false, true
USE_AUDIO_FOR_EMAILS Audio notifications for Email (available from 1.90) false false, true
USE_AUDIO_FOR_EXTERNAL_TASKS Audio notifications for ET (available from 1.90) false false, true
USE_AUDIO_FOR_INSTANT_MESSAGES Audio notifications for IM (available from 1.90) false false, true
AUDIO_FOR_EMAILS Sound for Email notifications (available from 1.90) n/a alarm1, alarm2, bell1, bell2, gong1, siren1
AUDIO_FOR_EXTERNAL_TASKS Sound for ET notifications (available from 1.90) n/a alarm1, alarm2, bell1, bell2, gong1, siren1
AUDIO_FOR_INSTANT_MESSAGES Sound for IM notifications n/a alarm1, alarm2, bell1, bell2, gong1, siren1
NIMBUS_VIEW_URI URL for the webview

🔍 Adjust the NIMBUS_VIEW_URIs as follows:

INC Nimbus Assistant View URLs

Switzerland https://assistant.luware.cloud/
Germany https://assistant.dewe-01.luware.cloud/ 
UK https://assistant.ukso-01.luware.cloud/
Europe https://assistant.euwe-01.luware.cloud/
Nimbus Assistant View URLs

✅ Make sure to configure your web proxies to allow access to these domains or whitelist the complete *.luware.cloud domain.

Troubleshooting

If you have problems installing Assistant installation, read the following. 

Error during installation

✅ Analysis: Check whether the "dotnet" command can find the required .NET versions. 

Open a command prompt (Win+R) and run the following command:

dotnet --list-runtimes

It should list all the available .NET runtimes and their versions, e.g. like this:
image

🤔Why do this? The Nimbus Assistant installer is specifically looking for the AspNetCore and NETCore entries for version 6.0.x. In the screenshot above, these are installed in the regular "C:\Program Files\" folder, which is where Windows will place application binaries for 64-bit apps. That's what we're looking for. You may see the right versions here, but their folders may show up as C:\Program Files (x86)\ - these contain 32-bit apps and can't be used by Nimbus. 

✅Workaround: If the abovementioned case applies, then you need to adjust your system environment settings to make sure that the dotnet command from above will look for the 64-bit apps first instead. The dotnet command will go through the list of configured system paths from top to bottom. 

You can see which paths have been registered by running this command in PowerShell:

$Env:Path.Split(';')

For example, this may look like this:

image

If the path "C:\Program Files (x86)\dotnet\" is listed here before the "C:\Program Files\dotnet\" path, this will cause the issue. It would be best to move this entry down the line to make sure that the 64-bit path gets searched first.

 
 

Other installation issues

Try running the installer from a command prompt, by executing the following command:

msiexec /i "<Full Path to the Nimbus Assistant Client installer MSI file>" /l*v "<Path to a log file>"

The last parameter ensures that log files get generated from the setup. Go through the installation until the error comes up and then review the contents of the generated log file to see where the installer is hanging. If you cannot troubleshoot it yourself, get in touch with support.

INC Luware Support Address

Website https://luware.com/support/
Helpdesk https://helpdesk.luware.cloud 
Service Status https://status.luware.cloud/
Luware support contact details
 
 

 

 

 

 

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