Enterprise Routing Contact Center This Feature requires an Enterprise Routing or Contact Center license, allowing you to apply context via your Service Settings.
Conversation Context items can open in an extra tab or widget whenever a service call is accepted. Additionally, the My Sessions view in Nimbus allows to open context as an embedded context widget, e.g. to provide further caller information or to provide further functionality within a ticketing system.
Possible use cases for context could be:
- Create, update or open incident tickets in your based on incoming call information.
- Provide additional help or instructions to your Agents, based on the called services.
- Extend the call scenario with further browser-based applications such as CRM, SAP or custom-developed apps.
Considerations and Preconditions
The following points need your consideration before using context in Nimbus:
| Context tabs require your browser | ✅ To open context in tabs during active calls, your Nimbus Personal App must run in your browser. 💡 The Nimbus Teams Tab within MS Teams cannot open context by itself. → Within MS Teams you can open Nimbus via the "Go to Website" Icon located at the top right of your Nimbus app. 💡 Good to know: An installed Assistant on your local PC can open your browser and related context via the use of Service Call Templates. |
Open Nimbus in Browser To access the portal you can also use any of the following links: Portal URLs:
✅ Make sure to configure your web proxies to allow access to these domains or whitelist the complete *.luware.cloud domain.
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|---|---|---|
| Context requires pop-up blocking to be disabled |
✅ Context may get blocked by your browser. Make sure that Microsoft Teams and Nimbus URLs are excempt from any pop-up blockers. 💡 Some browsers block pop-ups as a default. You may need to do one test call to see and allow the blocked pop-ups. 💡 Your company IT policies, Ad-blocking addons or browser specific settings can also provent opening of context. If the problem persists, talk to your system administrator. |
Pop-up warning from Microsoft Edge |
Creating Conversation Context
Context items can be applied for use in various places, such as the My Sessions view or via Assistant. → More in the chapter below.
To create a new Conversation Context entry for later use, perform the following steps:
- Click on " Add ". → A dialog to add context opens.
- Specify a Name for the context entry. 💡 This is just for identification purposes in lists and menus.
- Specify the Organization Units to define where this context should be available (e.g. only a particular team / division or tenant-wide).
🔍 This also determines the entries of "Custom Parameters" you can pick from during step 4.
Add Context Entry
- Enter a base URL to open (e.g. your HelpDesk, CRM or other system).
You can also use a custom context parameter to form your (entire) URL. A validation will check for protocols such as "http://" or " $(CustomContextParameters" contents and warn you when the URL is seemingly invalid.- Click on " Custom Parameter " enter the parameter placeholder at your cursor in the URL field.
- Add any existing "+ System Parameter" in the same way.
- Press " Create " when done.
☝ Please note: System and Custom Parameters react and update at Trigger Events. The Context items however open immediately when a call is distributed to the Nimbus user. Make sure to adapt your workflow accordingly so that any retrieved information can be gathered timely to serve as part of your context URL.
Applying Conversation Context
BEFORE YOU START
Conversation Context items may be applied and re-used multiple places simultaneously. Depending on your use case there are some points to consider:
- URL access: Context configured via Service Settings is opened for all users of that Service. Ensure that your users all have access to any outside URLs you provide as context.
- Item visibility: Context items can be made available Tenant-wide (e.g. by placing them in high level and thus very visible Organization Units ). When doing so, consider and agree on clear naming conventions to ensure that you and fellow service administrators apply the right context items in their Service Settings.
- Flexibility: By using our Microsoft Power Automate Connector you can greatly extend the possibilities of showing dynamic context to your users. Refer to our steadily growing List of Use Cases for more inspiration on how to leverage external systems for rich Nimbus context.
Applying Context in Assistant
The locally installed Luware Assistant app can automatically open context on your default browser on incoming & ringing calls. This allows for a more fine-tuned context experience that is configured per user / service, performing automated tasks in the background such as running extra apps or web requests.
Assistant works standalone App and can also provide context during calls to individual users. As Administrator you can configure the following:
- Define (Service or User) specific Call Templates that trigger data requests and can open other local apps or scripts on an incoming call.
- Re-use or define specific conversation context context opened as the call is ringing or accepted. By doing so, users do not need tohave
💡 Once Assistant is installed and running in the background of a user's PC, a permanently opened Nimbus browser tab (e.g. My Sessions view) is not required anymore to get call context.
Within a Service you can configure context for Assistant individually as follows:
| Target Audience | What can be applied | How to Configure |
|---|---|---|
| For Users (Agents) | Direct Call Templates are assigned and triggered by Assistant for an individual user, opened in their system-default browser during an incoming direct call. |
✅ Direct Call Templates containing the trigger points and actions and must be defined via Administrator-side Configuration first. Once created, Templates can be added to a user via Assistant User Settings . 🔍 Our Use Case - Chaining of Assistant requests provides a step-by-step example. |
| For Services | Service Call Templates are assigned and triggered by Assistant during an incoming service call. |
✅ Service Call Templates containing the trigger points and actions must be defined via Administrator-side Configuration first. Once created, Templates can be added to a user via Extension Service Settings. 🔍 Our Use Case - Chaining of Assistant requests provides a step-by-step example. |
| Conversation Context is opened by Assistant in the Nimbus users default browser during an incoming service call. |
✅ Conversation Context items containing the URLs to open must be defined in the Administrator-side Configuration first. Once created, they can be added to a user via Extension Service Settings. 🔍 Our Use Case - Defining and using Conversation Context provides a step-by-step example on how to configure this. |
Context in My Sessions
Context can also be shown in the My Sessions widget, as configured via Extension Service Settings.
💡 Use this method to avoid opening of extra tabs, allowing users to focus on the Nimbus Personal App & My Sessions view at all times.
WEBSITE EMBEDDING LIMITATIONS
Some websites prevent IFrame embeds on remote sites, which cannot be circumvented. When you try to embed such protected URLs, errors like 401 (unauthorized) or a "Refused to Connect" message will be shown instead of your desired output.
✅ Possible Workarounds:
- If available, consult your external source website support to check if any iframe-referrals are allowed. Some services offer specialized data widgets for that purpose or provide authorized token-URLs that you can use.
- If you have access to whitelists on your source website, try to allow the *.luware.cloud domain.
Show more technical information...
There are two types of HTTP headers in websites that control iframe loading:
X-Frame-Options: DENY
Content-Security-Policy: frame-ancestors 'none'
The HTTP Content-Security-Policy specifies valid parents that may embed a page using <frame>, <iframe>, <object>, or <embed>.
A website header called x-frame-options specifies the access prevention, determined via the following values:
- if set to DENY the site isn't allowed to be loaded in iframe
- if set to SAMEORIGIN the page can only be embedded in a frame on a page with the same origin as itself.
- if set to ALLOW-FROM the page can only be displayed in a frame on the specified origin. This only works in browsers that support this header.
🔍 Related Sources:
RELATED PAGES
- Refer to System Fields and Parameters for more details on using avaialble system fields and parameters to enrich your context with.
- Use our Microsoft Power Automate Connector to elevate your context with input from external systems.
- Read more about Assistant to learn how context actions can be triggered during an incoming or ringing call. The related Use Case - Chaining of Assistant requests explains how to create such Call Templates step by step.