INC Preview Feature
This feature is in PREVIEW and may not yet be available to all customers. Functionality, scope and design may change considerably.
🔎 This page introduces NimbusOne, how it relates to the rest of Nimbus, and demonstrates how to get started. If you are new to NimbusOne, we recommend reading about Nimbus Unify and our Integration Model Comparison to understand how NimbusOne ties best into your contact center environment.
NimbusOne is one of the clients available for the Nimbus platform. It runs as a standalone application in a browser. It gives agents a single place to take and manage their conversations, see their queues, and work through their history.
💡Good to know: Nimbus supports two integration models with Microsoft. Nimbus Extend connects to Microsoft Teams telephony via the Microsoft Graph API. Nimbus Unify connects via Teams Phone Extensibility, using Azure Communication Services (ACS). NimbusOne is the client for Unify.
Service Agent Experience
A customer service agent (read: Nimbus user) can stay within the NimbusOne User Interface while handling Sessions, check Conversation Context and customer information, manage Session Transfers to their Contacts and complete after-call work without leaving the same screen. Agents are also able to switch between active conversations, parked sessions and historical interactions while maintaining visibility of their workload. The consolidated workspace helps reduce context switching and makes everyday customer interactions more efficient.
Administration Experience
From an administration perspective, NimbusOne does not require a separate platform. It shares the same User Administration, License Management, Configuration and Service Provisioning model as Nimbus, allowing organizations to adopt the new experience without rebuilding their existing setup. The underlying Nimbus Unify integration model will impose slight differences to NimbusOne Workflows, but otherwise strives to achieve full feature parity with identical behaviors of all known Nimbus Workflow Activities.
Differences between NimbusOne and Nimbus
The main differences between NimbusOne and Nimbus are the UI to steer sessions, and the “Unify” integration type workflows used to route conversations. To better understand the two terms, see the following comparison:
| Term | What it refers to |
|---|---|
| Unify |
The model that delivers sessions to the NimbusOne client.
|
| Extend |
Extend refers to the regular Nimbus experience and its workflow model.
|
🔎 For a more in-depth look at Unify and Extend, refer to our Integration Model Comparison.
Getting Started
✅ Prerequisites
Tenant Administrators: To get NimbusOne running on your Tenant, follow the NimbusOne Prerequisites to get started.
Learn more…
NimbusOne Prerequisites
✅ NimbusOne Prerequisites
✅ Before you start: NimbusOne builds upon Nimbus. If you are completely new to Nimbus, start with the common Installation Prerequisites.
💡 Good to know: Luware NimbusOne uses the existing the Tenant, Service and User Administration concepts of the main Nimbus interface. To start using NimbusOne please perform the following steps:
-
In your Extensions Tenant Settings, enable “Use Nimbus Unify”.
This allows NimbusOne to access your Tenant Data via the Nimbus Unify integration.1 - In your Service Administration, you need to provision a new “Nimbus Unify” service.
🔎 Why is this necessary? Unify uses a different Integration Model to steer call sessions, allowing for a seamless integration with CRMs such Salesforce or Dynamics 365. - Once the Unify service is provisioned: The Nimbus Unify model has a different call integration, some Service Settings (e.g. Distribution, Workflow Activities and Extensions may differ in their available options, usually signaled with “Unify” wording. However, the general Nimbus setup and final user experience remains overall the same.1
- In your General User Settings, enable “Nimbus Unify” for each user you want to use NimbusOne.
☝️ Please Note: NimbusOne strives to achieve Nimbus Feature parity with the known Nimbus Extend integration. For an overview of limited functionality and possible workarounds, refer to NimbusOne's Known Issues page.
Using NimbusOne
NimbusOne can be used in two layouts:
- Full Screen Client - the complete client, with room for sessions, session details and side panels.
- CRM CTI Client - a compact layout embedded within CRM application.
User Interface
NimbusOne User Interface
This page describes how the NimbusOne main user Interface is structured. You will get a general overview over all functionality. Detail handling and interactions will be explained on follow-up pages.
General Overview
NimbusOne structures the overview into the following areas:
| User Menu (top left) |
The User Menu across at the top left of the NimbusOne client and stays visible at all times. It contains:
|
|---|---|
| Main Menu (left) |
Switches between various pages (views) in NimbusOne. Grants access to the following views:
|
| Notifications (bottom left) |
Message Center to inform about:
|
| Conversation Tabs (top) |
List all currently ongoing sessions (interactions with customers). From here you can:
|
| Active Session (middle) |
✅Only visible when you are currently handling a session, either directly handed to you or distributed via the → Queue. The active session window consists of: Consists of:
|
| Sidebar (right) |
The sidebar contains expandable views that help you during an ongoing session. You can choose between:
|
Session Details
This area is the central UI area of NimbusOne. Selecting a session from the queue (or directly distributed to you) opens the session details.
Call Flow
The Call Flow shows reveals the journey the Customer has taken throughout the entire session. Any important events, such as Transfers, Consultations, Parking, putting On-Hold - and of course - ending a conversation, are marked in the call flow.
💡An example flow will be described under Session Handling.
Context Information
Shows Conversation Context that was delivered alongside with this session. Context may consist of various Parameters that were either retrieved from the Customer via previous workflow interactions (e.g. a voice response) or automated via Power Automate Connector (e.g. by looking up customer information from lists, databases or external CRM systems).
🔎 Context varies by session and service called. The Extensions Service Settings steer which context gets shown to you. Caller Anonymization and Storage settings on the service may also be in place, leading to information shown to you as either “Not Available” or “Anonymized”.
Sidebar
The sidebar gives access to the queue, previous sessions, additional tools for the selected conversation.
Sessions
Queue
Each conversation appears as a session card. A card shows the caller’s display name, the session type, the service that was contacted, the current session state and how long it has been in that state, and the call controls available for that conversation.
Historical Sessions
🔎See NimbusOne Session History.
Contacts
🔎 See NimbusOne Contacts.
Session Handling
NimbusOne Session Handling
This page describes how you handle a live conversation in NimbusOne — accepting it, using the call controls, and working with the information shown alongside the conversation.
Session Details
When you select an active conversation, its details open next to the session list. The header of the details shows the task type, the time in the current state (such as ringing, connected, or on hold), the service, and the caller.
Call Controls
While a conversation is connected you can:
- Accept incoming calls
- Decline calls
- Hold and take the call off hold.
- Mute / unmute
- Consult with a Contact
- Transfers calls
- Park / unpark calls
- Hang up / Terminate the call
Context Information
The details panel shows context for the conversation, including contact details and the session parameters resolved for that conversation. Where the caller’s address is available, a map helps you locate them.
Codes and Tags
You can classify a conversation with a primary code, a secondary code, and tags. See Codes and Tags.