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Service License |
Advanced Routing |
Direct Call Handling |
Enterprise Routing |
Contact Center |
| Modalities | ||||
| Call Handling (Audio/Video) | ✔️ | ✔️ | ✔️ | ✔️ |
| Chat Handling (Instant Messaging) | ✔️ | |||
| Distribution and Handling of External Tasks | ✔️ | |||
| Email Handling with draft-resuming capability | ✔️ | |||
| Individual User Assignment Type per Service | ||||
| None (for IVR / Automated routing Services) | ✔️ | ✔️ | ✔️ | |
| Team-based (Microsoft Teams-synched) | ✔️ | ✔️ | ✔️ | |
| Skill-Based via user Skills and Responsibilities | ✔️ | |||
| Preferred- and Last User Routing via Distribution Policies | ✔️ | |||
| Direct Call (personal service of a licensed user, no team) | ✔️ | |||
| Context, Codes and Parameters | ||||
| Freely definable Tags | ✔️ | ✔️ | ✔️ | |
| Primary and Secondary Codes | ✔️ | ✔️ | ✔️ | |
| Automated opening of Conversation Context | ✔️ | ✔️ | ||
| User Custom Parameters for data storage and display | ✔️ | ✔️ | ✔️ | |
| Full access to System Fields and Parameters | ✔️ | ✔️ | ✔️ | |
| Service Features | ||||
| Adjustable Context Handover settings | ✔️ | ✔️ | ✔️ | ✔️ |
| After-Call Work (ACW) | ✔️ | ✔️ | ||
| Call On Behalf of a service | ✔️ | ✔️ | ✔️ | |
| Outbound Call scheduling / task creation / workflow | ✔️ | ✔️ | ||
| Parking of tasks without negatively impacting KPIs | ✔️ | ✔️ | ✔️ | ✔️ |
| Persistent RONA State | ✔️ | |||
| Service-specific Task Priority | ✔️ | ✔️ | ||
| Service Templates for conditional web-requests | ✔️ | ✔️ | ✔️ | |
| Multilingual Live-captioning and Transcription | ✔️ | ✔️ | ✔️ | |
| Interaction Summarization | ✔️ | ✔️ | ✔️ | |
| Virtual Users to act as AI-driven Service Agents | ✔️ | ✔️ | ✔️ | |
| Monitoring and Reporting Features | ||||
| Nimbus Personal App for quick access in MS Teams | ✔️ | ✔️ | ✔️ | ✔️ |
| Service Team Live View | ✔️ | ✔️ | ✔️ | ✔️ |
| Service Team Statistics | ✔️ | ✔️ | ✔️ | ✔️ |
| Historic Service Sessions List | ✔️ | ✔️ | ✔️ | ✔️ |
| Service Owner KPI Personal Dashboards | ✔️ | |||
| Administrator-managed Non-Personal Dashboards | ✔️ | |||
| Service / User Supervision | ✔️ | ✔️ | ||
| MS Teams user Direct Call Reporting | ✔️ | ✔️ | ✔️ | ✔️ |
| Administrator-side Task Management | ✔️ | ✔️ | ✔️ | ✔️ |
| Options and Integrations | ||||
| Power BI access to OData Feed and Nimbus Reporting | ✔️ | ✔️ | ✔️ | ✔️ |
| Ready-to-use Nimbus Power BI Template | ✔️ | ✔️ | ✔️ | ✔️ |
| Microsoft Power Automate Connector | ✔️ | ✔️ | ✔️ | |
| Nimbus API for provisioning | ✔️ | ✔️ | ✔️ | ✔️ |
| Addons | ||||
| Interact - embeddable website-to-service widgets | ✔️ | ✔️ | ✔️ | |
| Assistant - App to show Context and run Direct Templates | ✔️ | ✔️ | ✔️ | |
| Companion - Additional user-assisting AI features | ✔️ | ✔️ | ✔️ | |
1 Direct Call Handling is not a distinct service license. The license is held by the user (base Direct Call Handling Nimbus license add-on); the Direct Call service is automatically provisioned with Enterprise Routing Features, created specifically for that user. No separate MS Teams Team is required. This service not consume a regular Nimbus service license. Workflow activities listed can be executed for direct calls.
Service Workflow Activities and Features
Your service license determines which Workflow Activities and related features can be leveraged.
| Service License | Service Integrations | |||||
|---|---|---|---|---|---|---|
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Supported by Nimbus |
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Advanced Routing |
Direct Call Handling |
Enterprise Routing |
Contact Center |
Extend | Unify |
| Accept | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
| Add Virtual User1 | ✔️ | ✔️ | ✔️ | ✔️ | 🔜 | |
| Announcement | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
| Availability-based Routing | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
| Cancel Task | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Check Opening Hours | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
| Check Parameter (parameter-based routing) | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Check Task | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Collect Information | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Delay | ✔️ | ✔️ | 🔜 | |||
| Disconnect | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Disconnect as Handled (Email) | ✔️ | ✔️ | 🔜 | |||
| Distribution Priority (set Task Priority) | ✔️ | ✔️ | ✔️ | ✔️ | ||
| Get Available Users | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Get Queue Position | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Initiate Callback | ✔️ | ✔️ | ✔️ | ✔️ | ||
| Input Customer (IVR) | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
| Input Customer Advanced | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Mark as Handled | ✔️ | ✔️ | ✔️ | ✔️ | ||
| Message | ✔️ | ✔️ | ||||
| Origin Routing | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | 🔜 |
| Play Music | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
| Queue | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
| Queue Task | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Record Consent | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | 🔜 |
| Reply | ✔️ | ✔️ | 🔜 | |||
| Save to Parameter | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Standby Duty | ✔️ | ✔️ | ✔️ | ✔️ | 🔜 | |
| Transfer | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | 🔎4 |
| Voicemails | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | 🔜 |
| Wait for (external) Parameter | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Web Request | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Call Distribution modes within "Queue / Queue Task" activity | ||||||
| Broadcast | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
| Pickup2 | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Direct | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
| Features related to Workflows | ||||||
| Basic Call Templates | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
| IVR Transfer Templates | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
| Configurable Opening Hours | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
1 Requires an extra license to be applied. Refer to Virtual Users configuration or your License Management.
2 The Pickup button is available for both MS Teams-based and Skill-based routing services, however with behavioral differences in the Nimbus UI. Refer to Distribution Types for more details on how Pickup modes operate in comparison.
3 Luware Nimbus supports the two Microsoft integration models for bringing a Contact Center as a Service (CCaaS) solution to Teams Phone: Extend and Unify. Compared to Extend, the new Unify model requires separate Workflows. Luware development aims to reach feature party, supporting most workflow activities with identical behavior wherever possible.
4 This activity is supported, but certain limitations. Refer to Conversation Handling Activities > Transfer documentation for details.
5 Direct Call Handling is not a distinct service license. The license is held by the user (base Direct Call Handling Nimbus license add-on); the Direct Call service is automatically provisioned with Enterprise Routing Features, created specifically for that user. No separate MS Teams Team is required. This service not consume a regular Nimbus service license. Workflow activities listed can be executed for direct calls.