19 November 2025 - 1.120 Release Notes

🔖 This was a major update, bringing many new changes and improvements into Nimbus. This update is rolled out sequentially on our clusters:

• Web Request: Enterprise Routing Contact Center The Web Request feature allows you to create advanced integrations with third-party applications using HTTP requests from directly within a workflow, without needing external automation tools like Power Automate. This helps you to connect your workflow to external systems (such as CRMs, databases, or notification services) faster and more efficiently.
  • 🤔 When to use Web Requests? Whether Web Requests or Power Automate is more efficient depends on where and how the requests are executed. Web Requests are generally faster than Power Automate because they are executed directly within Nimbus, without relying on external services. This makes them suitable for workflows that send a few individual requests (for example, updating a single CRM record). Power Automate is better suited for integrations with Microsoft apps using predefined connectors, or for handling larger volumes of requests, though performance can vary depending on your Power Automate license and flow design.
  • Web Request Configuration: In the Web Requests configuration item, you can define and test web requests independently of the workflows they will later be used in.
    💡Note that web requests cannot be deleted while they are in use. In the Web Request list, you can see which workflows are using each web request.
    💡Authentication - You may need to provide authentication when accessing external systems or services (e.g. a CRM). The available authentication options use tokens, so credentials don’t need to be entered manually each time the workflow runs. The following authentication methods are currently supported:
    • API Key
    • OAuth 2.0 Client Credentials
  • Using Web Requests in Workflows: You can find the Web Request Workflow Activity in Conversation Handling Activities. The related Use Case - Using Web Requests to Block Callers on a Blacklist shows a scenario step-by-step on how to set up and use a Web Request in a workflow.
• Direct Call Reporting (Preview): With this release, we are introducing Direct Call Reporting, closing the gap between reporting Nimbus Calls and Direct, person-to-person Teams Calls outside of Nimbus. This feature has many benefits:
  • Complete visibility into all communication activity involving Nimbus users (Nimbus and Teams Direct Calls).
  • Holistic reporting that supports better capacity planning and decision making.
  • Enhanced transparency into time spent on direct customer interactions.
  • Direct Call Reporting can be enabled by a Tenant Admin in the Data Privacy Tenant Settings. Once enabled, the Provisioning script must be run to grant Nimbus the required permissions.
    ☝️Prior to enabling Direct Call Reporting, make sure to properly inform all affected users and have their explicit consent where required.
  • Captured data is exposed through OData, enabling seamless integration with the existing Reporting Model and flexible analytics tools. You are free to use the data as you need to get visibility into user communications for compliance, productivity, and customer analysis. Direct Call Data is written into the existing User Sessions table. Only a subset of relevant are populated for Direct Calls.
  • 🔎The following pages include tables and additional information related to Direct Calls:
    • Facts - Columns and Data Types
    • Static Dimensions
    • OData Feed
    • Nimbus Reporting
• Assistant - Consultation Call: Assistant now supports the possibility for Consultation Calls for ongoing inbound calls. Just as in Attendant - Consultation Call scenario, you have the possibility to consult with an expert before a transfer to either an internal contact or an external PSTN Number. This allows you to pass on information to the expert before sending the call over or conference it to a consultation call.
  • Clicking the Consult button during an ongoing call allows you to search for a contact or PSTN number and start an outgoing consultation call.
    💡Note: The call must stay active in order to start a consultation call. Putting the caller “On Hold” will disable the consultation call option.
  • Consultation Conference: Clicking the Conference button combines the conversation between you, the expert, and the (on-hold) caller into a conference call. You can talk to both participants simultaneously or leave the conference clicking Hangup.
    💡The conference will persist as long as at least any two participants remain present.
  • If a call was successfully transferred to a contact target, or after you've left the consultation conference, you're free to take the next call.
• Twilio WhatsApp Integration (Preview): You can now connect Twilio to Nimbus to receive WhatsApp messages directly in Nimbus. This feature can be enabled by a Tenant Administrator in Modalities Tenant Settings.
  • The Twilio WhatsApp integration requires Instant Messaging to be enabled and set up. 
    💡Refer to Use Case - Setting Up Instant Messaging for detailed instructions.
  • The Use Case - Setting up a WhatsApp integration in Twilio provides you detailed step-by-step instructions on how to set up a WhatsApp integration in Nimbus using Twilio.
• Other Changes and Improvements: 
  • Input Customer (Advanced) - Max Number of Retries - The Input Customer (Advanced) Workflow Activity now supports Max Retries/Timeout. If enabled, a maximum number for retries can be defined that overwrites the default timeout behavior.
  • Parameters in Check Parameter Workflow Activity are treated case-insensitive (ignoring capitalization) now during validation and comparison (e.g., "UserID", "userid", "USERid" are all treated the same).
  • Updated Power BI Template 1.120. Learn more in the Nimbus BI Template Release Notes.

29 October 2025 - 1.119 Release Notes

🔖 This was a major update, bringing many new changes and improvements into Nimbus. This update is rolled out sequentially on our clusters:

• Task Parallelization is here - handle two task simultaneously: Task Parallelization enables users to handle multiple tasks simultaneously within the Nimbus platform. This includes e.g. managing Audio/Video (AV) calls and External Tasks without blocking the user from receiving a new Audio/Video task. Task Parallelization introduces a more flexible and scalable approach to task handling, especially for service agents working with multiple communication channels simultaneously.
• Companion: Summarization (of existing transcriptions) - PREVIEW Feature: Summarization was added to the Nimbus Companion features. It integrates AI summarization as part of a broader suite of Transcription features, aimed at improving service performance and agent efficiency. During a call, Nimbus transcribes the conversation in real time. After the call, the transcript is processed by an AI service to generate a summary with the following aspects: 

💡Good to know: Summarization outputs can be presented to the agent either via My Sessions > Companion widget. All aspects shown within the Companion Widget > Summarization can be hovered over and copied. The fields may be blank when there is insufficient data to work with.

Companion - Summarization is an optional user feature:

• The Transcription feature must be enabled on the Companion Service Settings, as the Summarization is derived from it.
• The user needs a Companion License, applied via General User Settings.
   
• Companion: Codes & Tags Suggestions: 
  💡With Transcription features enabled: the customer-user conversation can now be analyzed, allowing Nimbus Companion to auto-suggest Codes and Tags in My Sessions after the session is concluded. By clicking on the suggestions they can be added to the list of existing items.
  💡Unchanged functionality: With the feature disabled, users can select codes and tags manually as before.

Companion - Codes & Tags suggestions are an optional user feature: 

• AI-driven automatic code suggestions require a Companion license on the user. Transcription must be enabled for the service and a (voice to text) Transcriber set up within in Companion Service Settings to get code suggestions. 
   
• Other Changes and Improvements:
  • Nimbus Power Automate Connector - page rework and related updates: 
    • New descriptions for Companion Trigger Events and Flow Actions.
  • Knowledge Base:
    • Task Parallelization: Updated several concept pages to mention the co-dependencies and considerations when Task Parallelization is enabled:
      • Attendant - Park and Unpark - steps and notes added.
      • RONA - added Task Parallelization notes.
      • Call On Behalf - added Task Parallelization notes.
    • Nimbus Features matrix updated to reflect new Companion capabilities.
    • Transcription - page reworked, updated preconditions, limitations and design notes to include Summarization.
    • Updated Use Case - Analyzing a Transcript to include the latest Power Automate actions.
    • Updated Use Case - Defining and Using Codes 

09 October 2025 - 1.118 Release Notes

🔖 This was a major update, bringing many new changes and improvements into Nimbus. This update is rolled out sequentially on our clusters:

• Custom Roles: User management. Admin Portal > Custom Roles are now extended with configurable user management privileges. You can individually steer permissions to access: 
  • General User Settings - Including Licensing and Modalities
  • Service Permissions (Roles) granted within MS-Teams and Skill-based services.
  • Managing Skills and assign Responsibility Profiles to users.
  • Assign available Not Available Reasons for users.
  • Configure Apps and Extensions such as Interact and Assistant.
    🔎The full set of permissions and related concepts in our Knowledge Base can be found on the updated Custom Roles page.
    💡Good to know: Custom Roles do not have a user license requirement, meaning that any Nimbus user can also get a custom role.
• Assistant - Safe Transfer: Assistant now supports the possibility for Safe Transfers for ongoing inbound calls. The same as in Attendant Console's “Safe Transfer” scenarios, calls forwarded to external parties will remain in the Nimbus system and will be returned to you in case the recipient is not responding.
  ✅ If the safe transfer was successful, a message will be shown in Assistant, informing you about the successful transfer. You are free to take the next call.
  ❌ If the safe transfer was not successful, a message will be shown in Assistant, informing you about the unsuccessful transfer and you will be reconnected with the caller automatically.
  ☝Note that the transfer feature underlies the same limitations as other Nimbus transfer scenarios. More details are listed on corresponding scenario pages.
  • Related KB Changes:
    • Assistant: Page rework, added new features.
    • Created scenario pages for Assistant - Safe Transfer and Assistant - Blind Transfer. Further scenarios will be supported with ongoing development.
• Other Changes and Improvements:
  • Configuration > Speech Recognizers: slight naming changes on fields and added tooltips. 💡The “Type” field is currently locked to “Azure AI Services" – meaning that customers need to bring their own Azure subscription. Our development currently works on providing a “Nimbus native” solution for all clusters, opening this selection field up with a later release.
  • KB: Related small wording changes and updates to pages Use Case - Setting Up Transcription and Use Case - Setting Up a Speech Recognizer in Azure Portal and Nimbus.

18 September 2025 - 1.117 Release Notes

🔖 This was a major update, bringing many new changes and improvements into Nimbus. This update is rolled out sequentially on our clusters:

• Search Improvements
  • Customer Insights - Previous session details shown in the sidebar are now cleared when triggering a new search.
  • Configuration Items - Search Persistence - Search terms within configuration items (e.g. Workflow names) now persists until manually "cleared". This makes editing multiple entities much more efficient, as the previous search result is restored.
• Preferred User Routing - Naming improvements: With the upcoming release we’re introducing a small enhancement to the Preferred User Routing settings to make the Distribution Policies configuration more intuitive. As part of this update, we’ve renamed two configuration fields and related tooltips for better clarity. 
  • “Waiting Time” is now named “Initial Preference Phase” 
  • “Last User Routing Threshold” is now named “Last User Routing Phase”.
    💡Please note that these are naming changes only. The underlying properties, behaviors, and any connected Power Automate flows remain unchanged.
• Other Changes and Improvements: 
  • Terminology changes: We're streamlining how user session outcomes are recorded across the database, user portal, and admin portal. Previously, the terminology of “merged” was used to describe a user-initiated consultation call being converted into a conference call with multiple participants. With this change, the user session outcome in Nimbus Reporting & Nimbus Reporting Model will now be recorded as “Consulted Conferenced” to better reflect what actually happened.
  • 💡Please note that this is a naming change only and there are no changes to the underlying functionality. We will gradually phase out “merged” wording in ongoing reviews, moving over to the “conference” lingo.
  • Detail changes:
    • Nimbus UI labels to be renamed as follows:
    • “Merge” buttons in Attendant Console will be renamed to “Conference”.
  • Knowledge Base occurrences of “merge” have already been replaced on various pages such as:
    • Attendant Console / Attendant - Consultation Call 
    • Reporting: Static Dimensions / Data Aggregation

19 August 2025 - 1.116 Release Notes

🔖 This was a major update, bringing many new changes and improvements into Nimbus. This update is rolled out sequentially on our clusters:

• Service Bulk Editing - Distribution Settings
  • Bulk Editing > Services: Now supports changing settings within the “Distribution” tab.
    • ✅ Precondition: In order to enter the Distribution Tab the User Assignment Type of your selected Services needs to match.
    • Descriptions and details can be found on the Bulk Editing page under > Bulk Editing Services > Distribution.
  • KB: Best Practices - Bulk Editing: > Considerations: Added “Services: Feature and Configuration dependencies” chapter to reflect the new possibilities.
• Power Automate: Flow Actions and Trigger Events Update
  • CHANGE: "Virtual User" Flow Actions and Trigger Events changed naming to "Companion".
    • 💡Properties and design intent have not been changed - this is a naming change to match the recent “Companion” license wording.
      • Previous Trigger Event: “When the virtual user assistant has an update” 
        Renamed → “When the companion has an update”.
        Previous Flow Action > Nimbus Companion: "Get Virtual Assistant Data" 
        Renamed → "Get Task Data from Companion".
    • ☝Deprecation Notice: This change will only take effect after the next Nimbus Power Automate Connector certification. 
      Once complete, users will get a deprecation notice shown in the respective flow items, and asked to switch to the newest elements respectively. After that point, the legacy flow items cannot be used again, only replaced. Any existing flows will continue to run in legacy support.
  • NEW: Flow Action > Service Opening Hours > “Get next calendar block”: 
    • Searches for a matching Opening Hours calendar block (period) of a specified Service. 
    • Allows multiple calendar period types to be searched for. 
    • The first status meeting the criteria will be returned as output. The output for the block has the following fields:
      • Opening Hours Status - The status of the calendar block
      • Block Start Time (UTC) - The time the block starts - when the found block started earlier, the "Start Time” takes precedence.
      • Block End Time (UTC) - The time the block ends
  • UPDATE: Flow Action: “Get Opening Hours (V2)”.
    • Update: Replaces the previous version (V1) to work together with the new “Get next Calendar block” action.
      💡The old V1 endpoint will be supported for backwards compatibility with existing flows. The deprecated block cannot be reused in existing flows.
    • New: The output for the block now supports the following fields:
      • Opening Hours Status: The Service's status (Open, Closed, Holiday, Special 1-4) at a given time.
      • Status Change Time (UTC) - The Time of the next status change – or put differently: the time until the current status will last. This can be used for example to inform customers about a remaining closure or holiday duration.
• Other Changes and Improvements
  • Attendant Console - Contact Groups and Contacts have been doubled. You can now have 20 Contact Groups (up from 10) and 100 Contacts per group (up from 50).
  • Virtual Users - Speech Recognizers related license handling checks and UI error messages have been improved.
  • Companion Service Settings:
    • Speech Recognizers are now moved up in the settings, as they are a general prerequisite to using either Transcription and Live Captioning. 
    • Added new warnings and precondition checks to inform users about missing Speech Recognizer configuration.

07 August 2025 - 1.115 Release Notes

🔖 This was a major update, bringing many new changes and improvements into Nimbus. This update was rolled out sequentially on our clusters:

• Customer Insights UI Improvements: Customer Insights has gotten some smaller UX and UI improvements:
  • Nimbus “Dark Mode” theme – configured in User Preferences (Portal) – is now fully supported.
  • Search button removed, as the search is performed automatically when users add a search term.
  • Search box now provides instructions.
• Virtual User License Preview: To allow for more flexible configuration, Virtual Users now require a separate license to be applied either via License Management or the configuration item itself.
  • Virtual Users are now also usable by Enterprise Routing services (in addition to pre-existing Contact Center).
  • Licenses Tenant Settings now have a “Virtual User” license option. Note that this feature is in Public Preview, so it may not be available on all Tenants yet. The license enables usage of the “Add Virtual User” Workflow Activity. A missing license on the Virtual User (required for the activity) results in the “Failed” to be taken automatically.
• Other Changes and Improvements:
  • Companion Service Settings - Individual toggle options for “Transcription” and “Live Captioning” were added to the Companion Tab.
    💡Note that Transcription must first be set up to use Live Caption.
  • Extensions Service Settings - “Transcription” widget naming changed to “Companion” to clarify the multi-purpose intent.

17 July 2025 - 1.114 Release Notes

🔖 This was a major update, bringing many new changes and improvements into Nimbus. This update was rolled out sequentially on our clusters:

• 📢 Attendant Console 2.0 replacing 1.0 - As announced earlier this year, the old Attendant Console 1.0 design is now discontinued and removed from Nimbus with this release.
  • The Nimbus UI will now automatically redirect all users of Attendant Console 1.0 to the new 2.0 design. Corresponding toggles from the Attendant Settings have been removed.
  • Knowledge Base changes:
    • As of today, Knowledge Base Attendant Console pages will only show contents from the new 2.0 design.
    • The Attendant Console content category got restructured for the V1.0 phaseout. If you discover broken links because of this change, please contact Luware Customer success so we can quickly address the issue.
• Assistant Installers now available in Public - Luware customers can now retrieve Assistant installers directly on request via Luware.com.
• Outbound Reachability KPIs and widgets - Added “Outbound Reachability” KPI and widgets to the following areas:
  • Statistics > Service Statistics: New “Outbound Reachability” widget.
    ✅Precondition: Only shows when Outbound Conversations are enabled in Modalities Service Settings.
  • Personal Dashboards > Dashboard Widgets: new KPI “Outbound Reachability” for the following widgets:
    • Service KPI Tile
    • Service KPI Tabular
    • Service KPI Chart
    • Service KPI Comparison Chart
    • Service KPI Graph (secondary KPI)
    • Dashboard Widget Properties updated with “Outbound Reachability, %” KPI filters.
• Virtual User / Bot Response Templates:
  • Bot Response Templates - now support Copilot topics with “event” activities. The output values from Copilot events can now be handed over within Bot Response Templates, e.g. to map a value towards “Exit” condition checks within the “Add Virtual User” (Conversation Handling Activity).
  • Virtual Users - Terminology: Replaced “Transcriber” field descriptions with “Speech Recognizers”, to be consistent with existing Nimbus configuration item naming.
• License rename: Transcription is now “Companion” - Following our recent renaming change to Companion Service Settings, the Transcription feature is now listed under the “Companion” license.
  💡This is just a wording change. Nimbus Features Transcription and Live caption remain unchanged on this release. In the near future, further AI-centric features are planned to be added under the Companion label.
  Related changes:
  • Nimbus UI: “Transcription” as license term has been replaced with “Companion” in the following areas
    • Tenant Settings > Licenses: “Companion” User license count.
    • License Management: “Companion” user license count.
    • General User Settings: “Companion” user license option. Beta Flag removed.
  • Knowledge Base: 
    • Nimbus Features > User Features: New “Companion” section created. Transcription is treated as a sub-feature.
• Other changes and improvements:
  • Change History: In a recent release the change history tracking for users feature was disabled. We made improvements to the change history feature in the background and have now enabled tracking for users.
  • Outbound Call: Nimbus now supports supports “Park” and “Hold” capabilities for Outbound Calls.
  • UI/UX improvement: Durations for long-waiting or running tasks are now shown in a more reader-friendly format.
  • Knowledge Base Reworks:
    • Nimbus KPI Calculations: Slight rework and renamed instances of “Call" related KPIs to the more general “Task” as Nimbus moves into multi-modality.
    • Started a new Copilot category which will contain smaller, reoccurring configuration steps for (future) Use Cases and general application.
    • Nimbus Power Automate Connector, Custom Connector and Connector Migration pages reworked slightly (no functional changes). Added a new diagram to showcase the Luware / Microsoft certification process and highlight the upgrade paths for customers.

26 June 2025 - 1.113 Release Notes

🔖 This was a major update, bringing many new changes and improvements into Nimbus. This update was rolled out sequentially on our clusters:

• Virtual Users: Nimbus AI-Driven Service bots (Beta). 
  Virtual Users are helpful self-service bots that can meet Customer requests without the need of a Nimbus queue. You can configure them at your convenience, to be used variably within your Nimbus Workflows. The benefits are as follows: 
  • Responsive: A bot can answer your customers immediately, without having to wait in queues.
  • Flexible: Via individual “Initial Message” and interchangeable bot configuration, the Customer can be engaged as you need to. 
  • 🔎RECOMMENDED READING: 
    • Getting started: Best Practices - Virtual Users in Nimbus - Helpful thoughts and considerations before you implement AI in your Services.
    • Detailed Admin step-by-step: Use Case - Setting up a Nimbus Virtual User using Copilot for a first setup of your Virtual User.
    • Advanced Scenarios involving both Copilot and Flow: Use Case - Building a Classification Agent | AI Use Case Category.
  • Related changes in Nimbus:
    • Added the following items to the Configuration (Admin-UI only)
      • Virtual Users - AI-driven self-service bots that you can add to your Workflows
      • Bots - Allow configuration of external AI services (API and Authentication settings) to be used in Virtual Users.
      • Bot Response Templates - allow to map Bot responses to be used Nimbus parameters and the new “Add Virtual User” activity.
      • Workflows > Conversation Handling Activities - New “Add Virtual User” activity. This activity engages the preconfigured Virtual User with the customer. 
        •  Queue is not necessary, as the Conversation is immediately established.
        • ☝Note: Initially this activity and related Virtual Users are limited limited to handling Audio/Video modality tasks.
      • System Fields and Parameters - added new fields:
        • $(Caller.Sentiment) (UI: Customer Sentiment)
        • $(Caller.Intent) (UI: Customer Intent)
        • Initially these fields are blank, for future use.
      • New Use Cases to ease into this feature - more to follow soon™: 
        • Use Case - Setting up a Nimbus Virtual User using Copilot 
        • Use Case - Building a Classification Agent.
• Nimbus API: Manage Licenses, User Configuration Details, Copy and Delete
• The Nimbus API has been greatly expanded and now supports the following new methods: 
  • GET Details of Existing User - Allows to query all configuration details of an existing Nimbus user. 
  • GET License usage - Performs a check in available Nimbus licenses, as also reflected in the Admin UI: License Management.
    • Total number of licenses purchased.
    • Total number of licenses in use.
    • Total number of licenses available.
  • COPY an existing User* - Creates a copy of an existing user, using their Nimbus User settings as template.
  • DELETE an existing User* - Removes a User profile from the Nimbus Admin Portal. The User is also removed as Service Agent/Service Owner from the services where applicable.
    ____
    * Note that only manually added users for Contact Center and Skill-based services can be handled. Users of Services with an “MS-Teams-based” User Assignment Type will be rejected by the API command. 
• Workflow Activity - Mark / Disconnect as Handled 
  • Activity: Mark as Handled
    • Audio/Video Activity for Inbound / Outbound direction workflows.
    • Conversation Handling Activities - New Activity: “Mark as Handled”: When this activity was passed successfully it will mark the task with a result “Workflow Marked As Handled” in Nimbus Reporting.
      ☝ KPI Impacts: When using this feature, note that Service Session Results and related Outcomes in the Nimbus KPI Calculations can be significantly impacted. Whenever this Activity is passed in your workflow, the final session results will NOT change anymore, even if potential task result-changing interactions take place within the same workflow.
  • Activity: Disconnect as Handled
    • Email Activity for Inbound direction workflows only.
    • Conversation Handling Activities - Renamed Activity: “Disconnect as Handled”: Renamed from “Mark as Handled” to differentiate its use. In comparison to the regular “Disconnect” activity, “Disconnect as handled” has a failed exit. 
      ☝ “Disconnect as Handled” should should still be followed-up upon with a “Disconnect” activity as a fallback in case moving an Email within the Inbox fails.
• Flow Action: Check Opening Hours - Flow Actions > General Flow Actions > “Get Opening Hours”: Checks against first applicable status as per:
  • Primary Opening Hours calendar of Service, THEN ….
  • Secondary Opening Hours calendar of Service …
  • … at the selected date and time. When no date/time is passed, the service status is checked at the time when this flow action is triggered.
• Customer Insights (gradual feature rollout): The Customer Insights view allows Team/Service Owners and Service Supervisors to search for a customer by UPN, EMail or Phone Number and follow the entire Task flow in Nimbus by diving deeper into the single Service and User Sessions related to that Customer interaction.
• Elapsed Time Display
  • The Nimbus UI now shows an additional “Elapsed Time” in session on both Attendant Console and My Sessions. “Elapsed Time” will always continue counting the overall task runtime in the background, even while Parking / Holding a task.
  • In Attendant Console the “Elapsed Time” is shown as an extra column within the task card itself. 
• Other changes and improvements_
  • Supervision: Dashboard Supervision Widgets: A toast message will be shown when Supervisors try to engage in a Session that is currently On Hold. 
  • Related KB page rework to make the On-hold and Parking scenarios more clear, also including limitations when MS-Teams is used in parallel.
    • Attendant Console - (unchanged behavior): Supervised sessions cannot be put on-hold. A tooltip will show why the UI button is inactive.
    • Task Management - Rollout on all clusters is now complete, according messages removed.

05 June 2025 - 1.112 Release Notes

🔖 This was a major update, bringing many new changes and improvements into Nimbus. This update was rolled out sequentially on our clusters:

• Outbound Call with Workflow Contact Center Service exclusive feature. Using the Nimbus Power Automate Connector > Flow Actions “Schedule an Outbound Call with Workflow” it is now possible to call out to a destination (Customer) and then engage them with your Services using Audio/Video Workflows. This allows to extend the Outbound Call features with further possibilities, e.g. by scheduling campaigns or automate certain call scenarios.
  • Related changes:
  • Modalities Service Settings: Added new "Outbound with Workflow" option to the Settings. Allows the Service Owner to specify a workflow used for the Outbound Call with a workflow.
  • Service Owners must use the new “Schedule an Outbound Call with Workflow” Flow Action to schedule the call. 
    ☝Note that the Flow Action currently allows to select only Contact Center services. Without the license, only regular (Outbound) Call On Behalf features are available (no Outbound with Workflow support). Also note that this feature is exclusive to the Upcoming Power Automate Connector (see note below).
• Attendant Console 2.0 - Call Park During an ongoing call in Nimbus you now have the possibility to “Park and Unpark” a call using either My Sessions and Attendant Console. 
  
  • While parking a call, the Caller can't hear you and is listening to wait music instead. You will be free in MS Teams to take other calls in the meantime, but stay “Not available” for any other Nimbus tasks. 
    → More details can be found on the Parking page.
  • 💡 Future planned changes: Parking will currently still mark you as “Connected” and blocked for other Nimbus tasks. In future we are planning to allow parallel task handling while already having an ongoing task parked.
  • Related changes:
    • KB: New concept page Parking to explain how this feature can be used.
    • KB: New Attendant Console 2.0 page: Attendant - Call Park and Unpark to explain the Audio modality behavior during call park.
    • My Sessions now also supports Parking.
    • Personal Dashboards “Parked” state. Added “Parked” as status to Dashboard Widget Properties "States" and "Filters" tables accordingly.
    • Facts - Columns and Data Types - Updated UserSessions and ServiceSessions tables with new ParkCount and ParkTime variable.
    • Data Aggregation - User Session Aggregates table updated with new columns. CntPark, SumParkTime, AvgParkTime.
• Email Draft Saving - Email Drafts are now stored and retrieved from Mailboxes and can be resumed (or discarded) via My Sessions.
  • Related changes:
    • Email Draft Saving: During Email Handling Users can now opt to “Save Drafts” of an Email to resume at a later point of time. 
    • Unsaved Changes warning: Whenever you switch away from the Email task (e.g. to a different Nimbus view or Task within My Sessions), an “Unsaved Changes” popup will remind you whenever your Draft was not changed.
      ☝Note: There is no automatic saving of Drafts. Whenever you forcibly close the browser window, any unsaved changes will be lost.
• Other changes and improvements
  • Service Settings: Renamed “Virtual Assistant” settings tab to “Companion”. This is done in preparation of future changes coming to Nimbus. The “Virtual Assistant” configuration of Transcription functionality remains unchanged as of now and will be extended in future.
  • Task Management - Now performs automatic updates in 1 minute intervals. The page will now be enabled in every cluster with this rollout.
  • Various smaller UI improvements to My Sessions.
  • Administration Overview and related Configuration Listings: Improved text “Chip" cutoff behavior when multiple items are listed as 1:n references, e.g. “Used in Service” or “Organization Units” table columns.

20 May 2025 - 1.111-1 Release Notes

🔖 This was a major update, bringing improvements into Nimbus. This update was rolled out sequentially on our clusters:

• New “Task Management” page in Operations: System- Partner and Tenant Administrators can now manage, filter and monitor ongoing Nimbus tasks more efficiently across the entire tenant. 
  • Added a new Page in Admin > Operations > Task Management
  • Lists all ongoing tasks on a Tenant.
  • Provides extensive filtering options.
  • Possibility to manage, remove ☝ ANY tasks in bulk.

15 May 2025 - 1.111 Release Notes

🔖 This was a major update, bringing many new changes and improvements into Nimbus. This update was rolled out sequentially on our clusters:

• Power BI Template Download: It is now possible to request the latest Power BI Template version directly from the Luware Website.
• Attendant Console 1.0 Deprecation by June 2025. Related to this Change - “Park” renaming to “On Hold” on AC1:
  • Attendant - Session Hold and Retrieve - All instances of “Park, Parked, Park Time, Unpark, Call Parking, etc.” wordings have been renamed to “On Hold” to avoid confusion in how the feature operates.
  • Attendant Console 1.0: Related “Park” Buttons and UI labels have been changed to “Hold” as well. 
    • The related functionality and call scenario for AC1.0 is unchanged.
    • No wording or UI changes to Attendant Console 2.0, which was already using “Hold” and “Retrieve”. 
• Attendant Console Consultation and Safe Transfer: Dialout / Busy tone and automatic retrieval:
  • 💡Changed behavior for BOTH: Safe Transfer and Consultation Call: The session between Customer and User now persists. On a Consultation or Transfer decline / timeout, the call is now automatically resumed, and both parties can immediately talk with each other again.
  • Attendant - Consultation Call - both AC1 and AC2 - Changed behavior:
    • New: When starting a Consultation Call, a dialout tone is played to the Nimbus User. 
    • New: When the consulted destination declines or the invitation times out, a busy tone is played for the Nimbus User to inform that the call will be taken back.
  • Attendant - Safe Transfer - both AC1 and AC2 - Changed behavior:
    • New: When starting a Safe Transfer, a dialout tone is played to the Nimbus User.
    • New: When the Safe Transfer Destination declines or the invitation times out, a busy tone is played for the Nimbus User to inform that the call will be taken back.
    • Unchanged: Wait music will play for the the Caller during the safe transfer and will end automatically as the call is taken back.
• Other Changes and Improvements
  • Service Operations - Removed restriction, that Partner Administrators couldn't remove tasks from customer tenant. Partner Administrators can now remove tasks, even when User identifier masking is enabled.
  • KB: Nimbus Power BI Template / Facts - Columns and Data Types > "Unified Sessions". Added a note on the Update frequency of Unified Session tables, specifying when end-to-end-interactions become visible in the OData Feed.
  • Data Aggregation - OData > UserStatesAggregates: Data will be reprocessed, so gaps from missing records in the history since this table was first released, are now being closed. 💡Note that this is a long-running process. If you work with Data Aggregates, talk to Support to get a validation report and get notified when backfilling is complete.

29 Apr 2025 - 1.110-1 Release Notes

🔖 This was a major update, bringing an improvement into Nimbus. This update was rolled out sequentially on our clusters:

• Added a new Toggle to Modalities Tenant Settings “Leave Nimbus on Blind Transfer” (default disabled). 
  Enabling this toggle allows fallback to Teams call handling and forwarding settings, but Nimbus Context Handover and Session Reporting will not be available for the target user.
   

24 Apr 2025 - 1.110 Release Notes

🔖 This was a major update, bringing many new changes and improvements into Nimbus. This update was rolled out sequentially on our clusters:

• Transfer Sessions: Now supported for Transfer, Call Hold and Consultation: 
  • Attendant Console - Attendant can now handle transfer, hold and consultation on a previously transferred session. The corresponding limitations that disabled the options in the UI have been removed.
  • ☝Please Note:
    • Transfer-after-Transfer scenarios are only supported for Attendant Console 2.0.
    • Assistant only supports “Blind Transfer”. For other (Safe, Consultative) transfer scenarios, please use Attendant Console 2.0. 
    • Context Handover concepts and limitations apply for each transfer, meaning that Parameters and Context can be updated in-between Sessions and may differ in-between sessions shown in the Sessions List.
• Transcription: Now distinguished by Service or User Session (BETA): Individual Sessions can now be transcribed either on User or Service level. Administrators can configure the Nimbus Power Automate Connector to either hand over the entire (previous) conversation transcript or start over on a User Session level.
• Transcription Transfer Notes:
  • The transferring Service determines the behavior: The originating Extensions Service Settings are taken into account for all Users a Session is being transferred to. These Users are temporarily treated as “asset” of the original service and – if configured in the original service – will see the according Transcription widget in their My Sessions.
  • License Requirement: Each Users need a Transcription license enabled in their General User Settings.
• Nimbus Power Automate Connector Additions: 
  • Updated existing Trigger Event “When the virtual user assistant has an update”.
    • Return new fields in VoiceTranscriptionReady event:
      UnifiedSessionId - Set to respective Unified Session Id
      UserSessionId- Set to respective User Session Id.
    • Updated existing Flow Action "Get virtual user assistant data" with new field:
      Added new (optional) UserSessionId parameter in addition to the existing (madnatory) ServiceSessionId
      Behavior rules - depending on provided values:
      • If ServiceSessionId and UserSessionId are set, a validation is performed if User Session Id belongs to specified Service Session Id
        • if NO then the flow will fail with an error.
        • if YES then return transcription only for the specified User Session
      • If only ServiceSessionId is set, the transcription data for all available User Sessions within the Service Session is sent.
        💡This is the default behavior for all existing flows, as the UserSessionId is optional.
• Other Improvements:
  • System Fields and Parameters KB page updated to include UnifiedSessionId as well as minor comment updates on existing Id.
  • UI Improvement: Virtual Assistants Service Settings are no longer shown with User Assignment Type “None”, as there are no users to Assist. 
    💡When the User Assignment Type changes from “Skill-based” to None, Virtual Assistants settings are not reset.
  • Update Power BI Template 1.110. Learn more in the Nimbus BI Template Release Notes.

03 Apr 2025 - 1.109 Release Notes

🔖 This was a major update, bringing many new changes and improvements into Nimbus. This update was rolled out sequentially on our clusters:

• Bulk Editing Services - Permissions Tab: The Permissions tab is now available when bulk editing Contact Center licensed, Skill-based services. 
  • 💡Users can either be added as Service Agents or Service Owners. If a user already exists in one of the roles in a service, they will not appear in the user selection list for the other role. Once the user is removed from one of the roles, they can be added to the other.
  • The following color codes apply:
    • Equal (green) users have the role already assigned for all selected services.
    • Different (yellow) users doesn't have the role assigned for all selected services. If the user has access to all services (due to OU access rules), clicking the plus icon at the end of the line will assign the role to the user for all selected services. Otherwise the skill will be marked with a “Non-path reference” warning.
    • A grey user means that the user has both Service Agent and Service Owner roles in different services. In this case, the user can only be removed.
• Bulk Editing Users - Roles Tab: The Roles tab is now available when bulk editing users. You can bulk edit the following roles for users:
  • Nimbus Service Supervisor
  • Nimbus User Supervisor
  • OU Admin
  • WF Admin Limited
  • All newly added Custom Roles
  • 💡Note that the Supervisor role can only be assigned when selected users have a Contact Center license. If a selected user doesn't have a Contact Center license, the Supervisor role can only be removed.
• The following roles are read-only (grey) and cannot be edited, applied, or deleted:
  • Nimbus Service Agent
  • Nimbus Service Owner
  • Team Member
  • Team Owner
  • Team Owner Limited
• 💡Notes:
  • If not all users have access to a custom role due to the OU access concept, assigning and editing the role is disabled. In this case, the role can only be removed.
  • Note that the Non-path Reference warning (caused when changing Organization Units) is currently not shown in the Roles tab. This is a known limitation and subject for future improvement.
  • After adding a role to all users, at least one OU needs to be selected. The bulk edited users will then have the role for the selected OU(s). Yellow marked OUs can be added to all users by clicking edit and selecting the respective OU.
• Context Handover: Transfer of Custom Context Parameters to Users: With this update, we added a new Service Setting control to allow/prevent the Transfer of Context Parameters between Services and Users. Related to this feature we defined what the term “Context” actually means within Nimbus.

Learn more about Context Settings…

INC Context Settings 

As a Nimbus session gets transferred between multiple Services and Users, related System Fields and Parameters automatically carry over. In addition to this, a separate Setting allows to steer if additional Custom Context Parameters should be kept during a transfer from this Service to Users as well.

☝Note that the “Keep Custom Context Parameters on transfer” option is enabled by default for both Services (currently fixed) and Users (optional).

 

🔎 Custom Context Parameter Transfer Settings 

The following Diagram is meant to illustrate the effects of context-related Service settings.

• Each Service can steer these settings individually. This means that Session Data storage and handover settings from a Service A are in effect until a new (receiving) Service B decides to handle the (received and potentially updated) data differently.
• Assuming your starting point is a Service A:
  • Call Data & System Data will always transfer to Services and User. 
  • Custom Context Parameters will always transfer to Services.
  • Custom Context Parameters will only transfer to Users if enabled on the originating Service. If toggled off, they will be nulled/reset to defaults.
• The Nimbus Power Automate Connector can react to various Trigger Events (e.g. Workflow Started, Parameter Updated, Connected to User). 
  • By doing so, parameters within a specific scope (Service Session or User Session) can be updated, anonymized, or cleared. 
  • In the Sessions List this may result in different parameter values being shown for each interaction, as each session can have their context updated via separate Flow Actions.

 

 

🔎 Related Pages:

• Extensions Service Settings: Added new “per Service” Setting to “Keep Custom Context Parameters on Transfers” to Users. This setting was and still is “always enabled” for Transfers between Services.
• KB: New Context Handover page with definitions on what we define as “Context” in Nimbus.
• Sessions List - now reflects the Context and Parameters per User Session. 

 

 

 

• Flow Actions - New Service/User Session ID fields: As tie-in with the new Context Parameter transfer, the read-only fields Service Session Id and User Session Id were added to the to-be-certified Power Automate Connector > "Update Task" Flow Action. 
  💡The certification is ongoing and the following functionality should be available soon.
  • These IDs allow to narrow down the Session Data scope on which System Fields and Parameters (including Custom Context Parameters) from your configuration and workflows are updated.
    • If Task Id (Unified Session Id) AND Service Session Id are set, all parameters for the Service Session and, additionally, all CustomContextParameters for all User Sessions belonging to that Service Session are updated.
    • If Task Id, Service Session Id AND User Session Id are set, only parameters of the (e.g. transferred to) user B get updated, while the transferring user A will keep their old parameters.
    • If neither Ids were set, the Task Id(Unified Session Id) is used. 💡This is the default for all flows up until now to remain compatible.
    • If ONLY Task Id is set, all parameters for the last Service Session of this Unified Session are updated. 💡Additionally, all CustomContextParameters for all User Sessions belonging to that Service Session are updated.

• Other Improvements:
  • Transcription - The transcription bot is not joining as a guest anymore, allowing the user to transfer the calls via MS Teams. If the call is transferred, the transcription will stop.
  • Role Changes on Power Automate Connector - We phased out the “Team Owner Limited” role from using the Nimbus Power Automate Connector. If you are using any of your Flows with this role (e.g. to schedule Outbound Calls), please switch to any of the supported Power Automate Roles.
  • OData - Facts - Columns and Data Types
    • Updated values LastPrimaryCodeId, LastSecondaryCodeId, LastAcceptedUserId in UnifiedSessions table.
    • Added new fields HoldCount, HoldTime, and StartedWithTransfer to User Sessions.
    • Updated description of HoldCount and HoldTime in Service Sessions.
  • Data Aggregation - Added values CntHold, SumHoldTime, and AvgHoldTime to User Session Aggregates.
  • Conversation Context has been updated to better indicate how and where Context is shown, also updating the references and Tie-Ins with the concept of Parameters (as part of an URL) and Context Handover (Transfers between Services and Users).

13 Mar 2025 - 1.108 Release Notes

🔖 This was a major update, bringing new changes and improvements into Nimbus. This update was rolled out sequentially on our clusters:

• Switch back to Attendant Console 1.0 deactivate - Attendant Console 1.0 will be phased out in summer 2025. Therefore, we have deactivated the switch back to AC1.0. Once you switch to AC2.0 in Attendant Settings, the switch is removed and it will no longer be possible to switch back to the old design.
• Other Improvements
  • Nimbus Reporting Model > Static Dimensions > User Session Outcomes: OData is now returning the correct handled text for the following UserSessionOutcomes: Outbound Aborted, Outbound Destination Not Reached, and Outbound Destination Declined. This will ensure that the KPIs dependent on "HandledText" for their calculations are calculated in alignment with the values shown in Nimbus, for example, ΣAcceptedUserSessions and %Acceptance Rate for User Sessions in Power BI.
  • 💡Important note for customers using PBI Incremental Refresh: please be aware that the new values will flow through going forward, however, if you are using incremental refresh, you will have to reload the entire history to see the historic values updated in your report.
    🔍 Refer to the Nimbus BI Template Release Notes for further information.

24 Feb 2025 - 1.107 Release Notes

🔖 This was a major update, bringing many new changes and improvements into Nimbus. This update was rolled out sequentially on our clusters:

• Custom Roles have been added to Nimbus. Administrators can define and assign them to any user.
  • New Custom Roles added to Admin > Configuration > User section.
  • Each Custom Role is defined with detail permissions according to our User Role (RBAC) Matrix.
  • Permissions are granted per Organization Units scope.
  • Roles can then be assigned via User Administration > Roles Tab.
    ☝Be aware that custom roles will be listed alongside with base Nimbus roles so proper naming is important.
  • You can assign up to 5 Custom Roles to a user in Roles User Settings. If this limit is reached for a user, further Custom Roles will be disabled in the dropdown.
• New Change History page was added to Operations.
  • The Change History lists all (bulk) changes made on Nimbus data entities, starting with changes made to Service Administration, User Administration, and License Management. We are gradually extending this feature with support for other entities as the Bulk Editing feature progresses.
  • Data Privacy Tenant Settings - GDPR - Added a new “Allow Partner to access Change History" toggle. Default: Off. This feature will only be enabled after a Partner Administrator has been given consent by at least one of his Customer Tenants, as the Change History lists personal details of users making the changes.
• Nimbus API - User Provisioning: This marks the start of the official Nimbus API. As a first release, it is now possible to provision “blank” users to any predefined Organization Unit within Nimbus. We will steadily expand this feature with new functions. This feature needs to be enabled by a Luware Administrator first to be available on your Tenant as a feature shown in the Provisioning Tenant Settings. 
  • For using the API you will need to set up a Nimbus Application and grant permissions. This can be done in parallel/preparation while we enable this feature. All necessary steps are explained on our Nimbus API page.
  • Once enabled, the API scope can be limited to certain Organization Units by accessing your Provisioning Tenant Settings. 
  • You can then start using the API to provision users via O365 ID and Organization Unit ID.
• Other Improvements:
  • Bulk Editing (Users) - Shows information about an ongoing Bulk Operation on users and a new “Refresh” button. Once the operation is finished, the "Refresh" button will update the details.
  • Extensions Tenant Settings - Increased the allowed Maximum Scheduled Outbound Tasks per Service from 50 to 70.
• Related KB Changes:
  • The Knowledge Base now has a new Operations Category to contain the additional Operational/History pages and to match the Nimbus UI.
    • Operations now split into tabs, also accessible as single pages: Service Operations, Customer Operations and (new) Change History.
  • Updated all User Role (RBAC) Matrix tabs and subpages: 
    • Admin Roles, Portal Roles, Power Automate Roles, Reporting Roles, …
    • …to reflect the latest changes on UI, Nimbus API, Nimbus Power Automate Connector, Nimbus Power BI Template respectively.
  • Updated Bulk Editing for users and services. This page remains the single point of entry for the topic. Our Best Practices - Bulk Editing page has been slightly updated as well.
  • New Nimbus API page added and Nimbus App Permissions updated to reflect necessary Admin setup and permission grant actions.
  • Minor visual updates to User States and related Nimbus Reporting Model pages for clarity and easier navigation.

03 Feb 2025 - 1.106 Release Notes

🔖 This was a major update, bringing many new changes and improvements into Nimbus. This update was rolled out sequentially on our clusters:

Bulk Editing for Services: After a successful start with Users, Bulk Editing is now extended to Services, with a limitation to certain tabs to prevent incompatible changes from happening. Bulk Editing is limited to Administrators when logged in via the Service Administration UI and supports the following settings (tabs):

• General Service Settings Tab (Organization Unit, Opening Hours, Reporting SLA, Licenses)
• Modalities Service Settings Tab (Modalities and their specific Workflow changes)
• 💡Related Notes: Other service-related tabs and certain options are excluded from Bulk Editing to prevent unique or critical Service settings from being overridden. ☝Also note our updated limitations on this feature.
• License Management and License Downgrade restrictions apply, meaning that you cannot up or downgrade licenses when insufficient licenses are available OR higher-tier license features are in use, preventing a downgrade. 
  We keep this as a conscious decision in favor of manual change effort, as changes in bulk could disable a lot of productive functionality all at once, with potentially irreversible effects. 

Other Changes and Improvements

• UI Improvements:
  • Adjusted header behavior during creation of all all Configuration entities. Headers now have breadcrumb-style navigation.
  • Adjusted header design also during “Edit” mode of any configuration entry, allowing to exit editing mode more conveniently.
  • Aligned the "Create" behavior for Opening Hours and Non-Personal Dashboards to be in line with Workflows and Workflow Templates, meaning that now everything uses the same creation wizard page design instead of popups.
• Assistant - Phone button (icon next to Service header) for making an Outbound Call is now available for the "Team Owner Limited" role.
• Bulk Editing - Will now show a warning when other Bulk Edit operations (e.g. by a 2nd Administrator) are currently being rolled out. During this time, the UI will prevent changes from being made and offer a page refresh once done.

20 Jan 2025 - 1.105 Release Notes

🔖 This is a BI / Reporting content update, bringing changes and improvements to the Nimbus Power BI Template as well as a larger content Update on our Knowledge Base. 

💡No changes were made to the Nimbus production servers or system.

KB Updates: 

• Nimbus Reporting - new concept page added to the KB, explain all reporting concepts in more detail and giving readers a comprehensive overview. on all aspects of In-App (live) and historic reporting.
• Facts - Columns and Data Types - Small additions to the KB:
  • ServiceSession > IsShortConversation - behavior description added.
  • User Session > RingTime - note for unaccounted delays caused by MSFT infrastructure added.
  • User Session > ConnectedTime - description updated to distinguish behavior by inbound/outbound ConnectedTime.
• Nimbus Power BI Template Overview - Codes & Tags are now split into two tabs to allow analysis of either the 1st selected or all selected tags and codes. More details in the BI Template Release Notes below.