Extension Service Settings

Manages extension Nimbus Features such as Codes and Conversation Context displayed on the My Sessions overview . Enabled features are immediately available to all Nimbus service team members.

BEFORE YOU ENABLE EXTENSIONS

Please note that some extensions will only be fully configurable when you have the according license applied via the Service Administration. Refer to Nimbus Features for an overview and get in contact with your Nimbus sales contact if you require a demonstration.

 

Codes

✅ Primary and Secondary Codes must be configured beforehand and available within the service's respective service Organization Unit before they appear in this list.

🔍 Codes will be stored as part of historic reporting and available via BI Template. → More details on "Codes and Tags Below below.

Assistant

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.

My Sessions

Enterprise Routing Contact Center Allows you to enable or disable My Sessions view which provides caller information and context during an ongoing or concluded call. 💡 Note that certain Features require either an Enterprise Routing or Contact Center license on the service.

Conversation Context

Conversation Context must be configured beforehand and available within the service's respective service Organization Unit before it appear in this list.

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.
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

STORAGE OF CONTEXT AND PARAMETER DATA

GDPR By default disabled. Context data (including custom Parameters used in Conversation Context items shown the My Sessions widgets will not be stored after a service session has concluded.   
→ In result, the caller information of any historic call record will not be shown and previously working custom parameters (e.g. to open a customized context URL for a ticketing system) will not resolve anymore.

When this is enabled: 

  • Call context information data is stored per service session on call termination.
  • If there was service transfer, context information for each service session is carried over. 
  • The following is stored per session:
    • Custom (user created) Parameters
    • System Fields and Parameters   
      • Customer "custom" parameters
      • "System" parameters (like call id, service upn, etc)
    • Default "My Session Parameters" user data is not stored as it is retrieved dynamically from the internal user directly of your Tenant.
  • On historical (concluded) sessions within My Sessions...    
    • ... the "Embedded Context widget" will resolve the currently configured URL with a previously saved call information.
    • ... the "Context" link remains clickable if at least one Conversation Context URL is currently configured.
    • ... the "Session Details" widget will still show Custom and Customer parameters if available.

Data lifetime:

  • If caller info is updated on a terminated even and stored for 30 daysfor the last available service session (in case of transfers).
  • Conversation context data will also be stored for failed/killed calls.
  • After 30 days the data is cleared. This also happens when the service or tenant is being unprovisioned.

🔍 Learn more about the Nimbus data handling policy in the whitepapers available in the Documents section.

 

Widgets

The following widgets can be configured: 

Setting Description
Codes and Tags

Contact Center Enterprise Routing

Enables a "Codes & Tags" widget in the My Sessions view. 

✅ Primary and Secondary Codes must be configured beforehand and available within the service's respective service Organization Unit before they appear in this list.

💡 Tags can be freely defined by users during incoming calls. Suggestions will be auto-completed based on previously provided tags.

Defining Codes

Codes and Tags in the MySessions view
Contacts (and Search)

Enables a "Contact Search" widget in the My Sessions view. During an ongoing call you can perform a search and notify contacts in your Organization. 

Embedded Context

Contact Center Enterprise Routing

💡 Conversation Context must be configured beforehand and be available within the service's respective service Organization Unit before it appear in this list. 🔍 Functionality is the same as described in → chapter Context above. 💡 Please note that only one Context item can be shown embedded per service call.

 

Example page shown as embedded context in MySessions view

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:

What do I need to check?

License Downgrade Checklist

Downgrade from Features that need to be checked / deactivated in order to downgrade

Downgrading from: Things to check

Enterprise Routing

✅ Check Workflow Templates used in your Service Settings that come with Enterprise Routing features.

  • You can either downgrade to simpler template to save yourself the search work, or manually re-configure your existing workflows, e.g. by searching:
  • Workflow Activities which are marked with a licensing constraint (e.g. "Check Parameter", "Check Task").
  • "Pickup " type Call Distribution settings from any "Queue " workflow activity.

✅ Check and disable additional Context, Codes and Tags enabled in the My Sessions view.

✅ Check and remove any additional custom and system Parameters from your Service Settings > "Extensions" tab.

✅ Check and disable Outbound Service Call features as part of the Service Settings > Distribution tab Doing so will remove the corresponding options in the My Overview or My Services view.

Contact Center

On Services:

✅ Check everything from → Enterprise Routing disable related Features.

✅ Additionally you need to... 

On users:

Individual Contact Center licenses can also apply to users. There are two methods to remove a license from a user:

Either remove licenses via the User Administration, or ... 

... head to the "Licensing" overview, search for the user and click "-" to remove the license.
💡 You can also review and undomultiple license changes before confirming with "save".

☝ Warning: Removing a Contact Center license from a user will remove ALL associated settings and service assignments. This action is irrversible, meaning that you must re-define this user if you ever reconsider adding the license again.

💡As an example: a user can have individual Skills and Responsibilities and be assigned to multiple services via Agent Service Settings. Both associations are getting removed alongside with the license . If you want to re-assign or reinstate your Contact Center license at a later point you might want to check on Responsibility Profiles to ensure that the licensed user is correctly queued, according to your (remaining or new) service's Distribution Policies .

🤔 Why isn't the license downgrade automated? As features such as skills and workflows may be used accross multiple services, simply removing them is not an option. A manual check ensures that features are conciously removed and don't render your remaining services unreachable, e.g. due to suddenly disabled workflow activities or missing parameters required for call routing.

🤔 I have finished my checks. What comes next? Once the steps are done g et in contact with your service partner or Luware support to downgrade your license.

 
 
 
 
Session Details

By default the My Sessions "Session Details" widget displays a set of of default parameters which are retrieved and shown during an incoming and active call. With the "Session Details" settings you change these entries order of appearance and greatly expand the available information.

 

My Sessions view showing additional Session parameters in a custom order

🔍 Good to know: Please note that session detail settings are are available to all services – with additional features provided based on your service license. Refer to the table below for more details.

Service License Available Parameters
Advanced Routing

My Session Parameters. A list of default parameters available to every "My Session" view.

  • Default entries are: Display Name, Phone and Moble numbers, Email, SIP Address, Company and Department of the caller.

💡 If you remove any of the existing entries, they will re-appear in the "My Session Parameters" list and can be re-added.

Enterprise Routing

Contact Center

Additional System and Custom parameters for your "Session Details" become available with an Enterprise Routing or Contact Center license on your service:

An example mixture configuration of My Session, System and Custom Parameters

NOTES ON PARAMETER USAGE

  • Any custom / writable parameter information is only updated when previously retrieved from an external directory, e.g. by using the Microsoft Power Automate Connector. For privacy and security reasons, parameters records are not stored by Nimbus, and cleared after a call / service session has ended.
  • Note that your Custom Parameters can also be referenced via Workflows, depending on the service being called. Services can make use of the same parameters to standardize the looks of the Session Details within My Sessions.

Note that a service License downgrade is being prevented when you still have custom or system parameters in use. Before attempting to downgrade your service license, remove additional parameters first and return the view to "My Session" defaults.

 

 Learn more...

License downgrades can be performed from within the Licensing overview. However, when Nimbus Features are already in use, a warning will be shown:

 

Checking for downgrades in the "Licensing" view

🔍 To downgrade from a higher tier license, any related Nimbus Features and their data entities must be removed or unassigned from the user or service. This is done via Service Administration and User Administration respectively. Refer to the License downgrade checklist below for details.

Tooltips will inform about the settings that prevent a license downgrade.

 
 
Map

An available a google-maps location will be shown based on either the address or IP information of the caller. Depending on the available info this map will provide more specific or general details.

🔍 Please note: Map locations are only shown when previously retrieved from an external directory, e.g. by using the Microsoft Power Automate Connector to look up a name and address of the caller.

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