Luware Knowledge

Nimbus Portal Nimbus Admin Nimbus Release Notes Luware Cloud Status
Home Luware Nimbus Administration Tenant Administration

Extensions Tenant Settings

Configure behavior of Nimbus UI Extensions and Apps

In this tab you can configure all additional Nimbus Features, Add-Ons, Apps, and Extensions. 

✅ Related conditions: Note that certain extensions can be enabled and configured here, but will not take a visual effect in the UI until the Licenses for your users (User Administration) and services (Service Administration) are applied.

 

General

Setting / Property Description
Directly invite PSTN

If enabled, PSTNs are directly invited to the group call (e.g. during a Consultation Call / Call On Behalf scenario). This can be enabled in case of a noticeable audio delay between agents and customers.1

  • Default: false

🤔 Why is this toggle read-only?

1 Enabling this feature is done by Luware Support and requires testing on your tenant as Microsoft does not fully support dependent functionality globally for all MS Teams tenants.

Outbound

Setting / Property Description
Max Scheduled Outbound Tasks per Service

Limits the maximum outbound tasks per service that can be simultaneously scheduled / in progress. 

Default 20 / Min 1 / Max 70

 

🔍 Note: Outbound Tasks – same as inbound tasks – are distributed among available Nimbus users and shown in the Personal Dashboards > in the "Service Outbound Tasks Tabular" widget. Tasks are scheduled using the Microsoft Power Automate Connector > Flow Actions. Once the limit is reached, a flow error is returned and the task will be discarded.
Directly invite PSTN for Outbound calls

If enabled, PSTNs are directly added to a group call in case of a scheduled outbound session or Call On Behalf, avoiding audio delay between agents and customers.1

  • Default: false

🤔 Why is this toggle read-only?

1 Enabling this feature is done by Luware Support and requires testing on your tenant as Microsoft does not fully support dependent functionality globally for all MS Teams tenants.
Directly invite UPN for Outbound calls

If enabled, UPNs are directly added to a group call in case of a scheduled outbound session or Call On Behalf, avoiding audio delay between agents and customers.1

  • Default: false

🤔 Why is this toggle read-only?

1 Enabling this feature is done by Luware Support and requires testing on your tenant as Microsoft does not fully support dependent functionality globally for all MS Teams tenants.

Companion Interface

Setting / Property Description
Admin Portal

Enables the Nimbus Companion Interface (menu entry) in the Admin Portal main menu.
✅ Once enabled: 
All users in Admin Roles can immediately refresh the Admin Portal and start using the the Companion Interface, chatting with an AI-driven Knowledge Assistant that can answer Nimbus-product related questions.

🔎 Note: Same as for the other Admin Portal pages, the UI language will remain English. Previous chat sessions are tied to the user-account, will persist between Admin and User Portal. 
User Portal

Enables the Nimbus Companion Interface (menu entry) in the User Portal main menu.

✅ Once enabled: 
All users in Portal Roles can immediately refresh the User Portal and start using the the Companion Interface, chatting with an AI-driven Knowledge Assistant that can answer Nimbus-product related questions.

🔎 Note: The User Preferences (Portal) will take effect (UI Language and Light/Dark mode design). Previous chat sessions are tied to the user-account, will persist between Admin and User Portal. 

Interact

Configures options for Interact, an optional feature of Nimbus. If you want to learn more head over to our Luware Solutions page.

Setting / Property Description
Interact enabled

The global setting which activates Interact for Nimbus

  • When enabled, the calls in Interact will reach an agent in Teams.
  • When disabled, the calls in Interact will not reach an agent, even if the tenant is configured for Interact calls.

🔍 Enabling this requires you to fill in an ACS connection string. Refer to our Use Case - Setting up Interact which explains setup steps in detail.
Interact disabled

If Interact is disabled, all corresponding fields are hidden in the section.

💡 Configured values are not cleaned up and can be used when enabling the functionality again.
ACS connection string

Connection string for Azure Communication Services. Required to use Interact. 

🔍 Learn how to generate this string via the Microsoft Documentation .

✅ "Check"- performs a check if it's possible to create a token for the user using this string. If the connection fails (with a correct string) it most likely means there are insufficient permissions.
O365 UserID ID of the user on behalf of whom meetings on the backend will be created.
Widget Key

Random guide generated for the Tenant. The key is sent with each request to the backend and checks the validity of the widget, depending on which it either allows or rejects the request for the backend.

  • "Copy" - copies the guide value for (future) use in a web client.
  • "Refresh" - updates the guide with a new one.
Session recovery timeout in seconds

Time in seconds before a closed session is ended permanently. 

Default: 20; Min: 5; Max: 60.

KNOWN ISSUE Currently the timeout behavior is different between a direct (to Agent) conversation and a Service-distributed conversation:

  • On a direct conversation: A session timeout starts when the customer leaves the conversation. When an agents leaves an ongoing conversation, they are re-invited if the customer rejoins within the timelimit.
  • On a service conversation: The session is only restored when the agent remains in the conversation. When the agent leaves, a new session is started (including a complete re-execution of the IM workflow).
Authorization

Determine if a session requires further authentication:

  • None (default) - when set, the token is not verified. 
  • Verify Token - when set, verifies the validity of the token. The error will occur if the token is expired or invalid.
  • Verify Token & Tenant - when set, verifies the validity of the token and that it belongs to a certain tenant.

Learn how to set up authorization...

Use Case - Enabling additional authorization for Interact

In this use case, we're going to describe how you can set up an access token to be used for Interact.

🔍 This use case is optional in case you want to verify user access additionally via tokens in your Tenant Administration > Interact settings.

Steps below refer directly on the Daemon application MSFT help article and the subchapters. 

 

Create an Azure Application

  • Add a new app under app registrations in the Azure Portal
  • Preferably a single tenant application
  • No reply-URL needed for the client-credential flow (standard OAuth 2.0 client credentials grant)

🔍 Refer to: https://docs.microsoft.com/en-us/azure/active-directory/develop/scenario-daemon-app-registration

Generate Secret/Certificate

  • Generate a secret or certificate which will be used as the applications credentials

🔍 From https://docs.microsoft.com/en-us/azure/active-directory/develop/scenario-daemon-app-registration

To add credentials to your confidential client application's app registration, follow the steps in Quickstart: Register an application with the Microsoft identity platform for the type of credential you want to add:

Create own Daemon App with .NET/Java/Node/Python

  • Based on the language instantiate the confidential client application with the client secret or the certificate

🔍 Refer to the table on https://docs.microsoft.com/en-us/azure/active-directory/develop/scenario-daemon-app-configuration?tabs=dotnet

Acquire a token and pass it to the SDK

  • Based on the language instantiate the confidential client application with the client secret or the certificate

🔍 Refer to: https://docs.microsoft.com/en-us/azure/active-directory/develop/scenario-daemon-acquire-token?tabs=dotnet

 
 

Assistant

Configures options for Assistant, an optional feature of Nimbus.

Setting / Property Description
Use your own ACS Instance

Toggle. Enable when you have your own Azure Communication Services instance.

🔍 Enabling this requires you to fill in an ACS connection string. Refer to Use Case - Setting up Assistant which explains the setup steps in detail.

💡 When this option is disabled, all corresponding fields are hidden in the section. Configured values are not cleaned up and can be used when enabling the option again.
ACS connection string

Connection string for Azure Communication Services. Required to use Assistant with your own ACS instance.

🔍 Learn how to generate this string via the Microsoft Documentation .

💡 Once a string is entered a "Check" option verifies if it's possible to create a token for the user using this string. If the connection fails (with a correct string) it most likely means there are insufficient permissions.

Dashboard Limits

Shows the maximum items (Users / Services) shown on flexible dashboards (both Personal Dashboards and Non-Personal Dashboards). Does not affect any of the static Nimbus pages.

Setting / Property Description
Max Users Count

Determines the number of Users / Services in either flexible Dashboards can load on your Tenant. The cap is counted summed-up across all Dashboard Widgets used on one Dashboard, so a widget fed by a large Organization Unit can consume most of it. 

INC Dashboard Widget Data Size Limitations

🔎 FILTER/QUERY SIZE LIMITATIONS

To keep query performance on flexible Dashboards manageable, limits of 400 Users / 400 Services apply on filtering (e.g. when selecting very large Organization Units). 

☝ These limits are configured by Luware Administrators and shown read-only for transparency. They affect flexible Personal Dashboards and Non-Personal Dashboards. Static Nimbus Dashboards (pages with fixed widgets) are not affected.

💡 Please note that …
⮑ … This limit applies summed-up across all widgets on the same Dashboard. 
⮑ … a warning and counters will be shown when this limit is exceeded. 
⮑ … (existing) Dashboards exceeding this limit will not be adjusted retroactively, and no data will be shown in the dashboard widget.

💡Good to know: On tabular widgets the Items per Page property additionally controls how many rows are rendered at once. It does not affect the query limits, but keeps large tables responsive with smaller page sizes. → See Dashboard Widget Properties.

 
Max Services Count

Attendant Console

Allows to configure an MS Graph Filter that automatically limits the search used in Attendant Console. 

Setting / Property Description
Overwrite User Settings Applies the old/new Attendant Console design to all users, depending on whether “Use new Attendant Console Design” is toggled on or off.
Global Contact Search MS Graph Filter

Uses the MS Graph REST API to filter1 users according to your tenant admin account permissions. This filter will be applied to the O365 like Attendant Console to provide internal Nimbus users a narrowed-down pool of search results.
💡 By default, this filter (textbox) is empty, allowing users to perform a search on your entire tenant.

 1 See: https://docs.microsoft.com/en-us/graph/api/overview

☝ Please note that this field requires only parameters for the "filter" field of a MS graph query, not the whole API request URL. Keep this in mind when using MS Graph Explorer to test, copy & paste your updated filter parameters.

💡 End users will not see this filter in the frontend UI, but will have search results narrowed down accordingly.

🔍 Refer to our Use Case - Filtering Attendant contact search via MS Graph.

Example filter for users within domain and preferred language:

endsWith(userPrincipalName,'onmicrosoft.com') and preferredLanguage eq 'en-GB'
 

NOTES AND KNOWN LIMITATIONS

KNOWN LIMITATION The filter will be applied to all O365 accounts, including those of Nimbus Services! Overly strict filters may limit the Nimbus users' capability to forward calls via search.

  • This text field does not perform validity checks for correct syntax. → Please refer to the official MS Graph REST API documentation for details.
  • Nimbus combines both visible and backend filters with an 'AND' clause. When a frontend user (e.g. via Attendant Console) searches within the same fields as defined in your query there can be a clash. 
  • Depending on the field(s), on which the filter is applied, additional permissions might be required for Nimbus to make a query on your behalf. Without these permissions, search functions in Attendant Console might not work at all.
  • If the filter query is broken for any reason (e.g. missing permissions, typos, syntax) the search in any Frontend may not show any results at all.
 
Team Visibility in Attendant Console

The Attendant Console search allows to forward calls to Nimbus teams and services. To avoid bypassing queues of services, the visibility of team members can be hidden.

  • Do not show any members - Only limits the search to Nimbus services and their overall availability. No individual team members are shown.
  • Shown own members - will only show available team members of Nimbus services that the Attendant user themself is a part of.
  • Show all members - will show the availability of all team members of any Nimbus service.

Presence Tracking (via Application Permission)

✅ "Presence Tracking" allows Nimbus to make smarter routing decisions by determining the extended presence state, e.g. if your users are already in a Teams call (non-Nimbus). Please note that a few steps are required on your Microsoft Tenant for this feature to work. The required Nimbus App Permissions is Presence.Read.All (Application). Read the instructions below carefully and contact the support in case you need assistance. 

🔎 Emergency Manual Presence Mode

If Microsoft Teams presence sync is unreliable or unavailable, Tenant Administrators can enable Emergency Manual Presence Mode below to have users set their availability directly in Nimbus instead. While this mode is enabled, Nimbus stops syncing presence from Microsoft Teams entirely, and the Application Permissions setup described further down this section is hidden, since it's not needed while presence is managed manually.

 
Emergency Manual Presence Mode

Toggle, default: false.

In case of a Microsoft Teams presence issue, enable this feature to allow users to manage the presence state manually in Nimbus.

💡Note: When Emergency Manual Presence Mode is enabled, Dashboards and Live View may not immediately update to reflect the new presence source, which can show unusual combinations of states in the UI until the user manually switches their presence.

When enabled:

  • Nimbus stops syncing presence from Microsoft Teams for this tenant.
  • Users can set their own presence state (Available / Appear Offline) from a new dropdown on the avatar icon, available on My Overview, My Sessions, and Attendant Console.
  • The Application Permissions section further down this page is hidden, as it is not needed while this mode is active.
  • Existing duty profiles (skill-based OnDuty/OffDuty) and team-based Active/Inactive settings continue to apply on top of the manual state, unchanged.
  • Users who don't set a state are treated as Offline.

When disabled:

  • The states dropdown disappears from the UI, and Microsoft Teams presence syncing resumes as described in Extended Presence Tracking below.

💡 Changing this setting is tracked in Change History. Enabling or disabling it, or changing a manual presence state, does not affect sessions already in progress.

Learn more about Emergency Manual Presence Mode…

INC Emergency Manual Presence Mode

Emergency Manual Presence Mode allows organizations to keep task routing working when Microsoft Teams presence information is unavailable or unreliable. When enabled on Admin > Tenant > Extensions > Presence Tracking, Nimbus stops syncing presence from Microsoft Teams for that tenant, and users manage their availability directly in Nimbus instead.

✅ Supported Presence Services: Emergency Manual Presence Mode is supported for both the legacy Presence Service and the new Presence Service, and is fully optimized for the new Presence Service.

 

How it Works

  • All users are initially set to Offline.💡Note: When Emergency Manual Presence Mode is enabled, Dashboards and Live View may not immediately update to reflect the new presence source, which can show unusual combinations of states in the UI until the user manually switches their presence.
  • Users can manually set their Nimbus presence state — Available or Appear Offline — from a dropdown on the avatar icon, available on My Overview, My Sessions, and Attendant Console.
  • Task routing continues to work using the manual Nimbus presence state, together with existing Responsibility Profiles and team-based Active/Inactive settings — unchanged from normal operation.
  • Sessions already in progress are not affected by enabling/disabling the mode or by a user changing their manual state.
  • A presence dropdown appears in the Portal. 💡Note: Once the tenant setting is enabled, the only indicators of this mode is the new dropdown.
With Emergency Manual Presence Mode enabled, a simplified presence can be set by clicking your User Avatar Icon.

☝ Note: All Nimbus users must manually set themselves to Available after enabling the mode — even if they already consider themselves ready to work. Enabling Emergency Manual Presence Mode does not carry over a user's previous availability. Until a user actively selects Available from the dropdown, they remain non-selectable for tasks, regardless of how they perceive their own status.

✅ Recommended action for Administrators: 

  • After enabling the mode: Inform all affected service owners and users to make them aware that MS Teams presence will be ignored. 
  • After disabling the mode: Delays in the automatic presence synchronization with Microsoft may occur. If your Nimbus presence doesn't reflect your actual Microsoft Teams status shortly after disabling. Inform users to use Reset status from your Teams presence dropdown to resolve it.
 

Presence Visibility Across Nimbus

The manually configured Nimbus presence is reflected in:

INC Emergency Manual Presence Mode Limitations

KNOWN EMERGENCY MANUAL PRESENCE MODE LIMITATIONS

  • Dashboards and Live View may show inconsistent states right after enabling the Emergency Manual Presence Mode. When Emergency Manual Presence Mode is enabled, Dashboards and Live View don't always update immediately to reflect the switch to manual presence. This can result in unusual combinations of states appearing in the UI. Until a user manually sets their presence (Available / Appear Offline) via the dropdown, they remain blocked from receiving tasks.
  • After disabling the Emergency Manual Presence Mode, delays in the automatic presence synchronization with Microsoft may occur. If your presence doesn't reflect your actual Teams status shortly after disabling, use Reset status from your Teams presence dropdown to resolve it.
 
 
 
Extended Presence Tracking

☝ The description below applies ONLY when Emergency Manual Presence Mode (above) is disabled. While enabled, Nimbus does not use (extended) Microsoft Teams presence for routing, but its own internal presence state instead.

🔍 Also see related Microsoft Documentation: User Presence States in Teams and Nimbus User States for more details.

 

🤔 When to enable this setting? 

  • Without the required permission for extended presence tracking, Nimbus can only retrieve a simplified presence status such as "Busy" "Away" or "Available" for your users. The permission is required for extended status presence such as “Busy → In a Call “ or ”Busy → In a Conference” in order to improve call routing. 
  • If you want to keep using "Presence Privacy mode" on your Teams tenant, you need to allow Nimbus to track extended presence. Otherwise Nimbus cannot route anything because presence states will not be provided. 
  • Alternatively, enable → Emergency Manual Presence Mode above to route using manually-set Nimbus presence instead.

⮑ Once enabled, Nimbus task handling is done is according to the MS Teams status as follows:

Conversations and Tasks are distributed while Conversations and Tasks are NOT distributed while
  • Available
  • Busy1
  • Busy in a Meeting1
  • Away1, 2
  • Busy in a call
  • in DND (Do Not Disturb)
  • Offline

1Applies when Distribution Service Settings are set accordingly within the individual Service.

With extended presence enabled, Nimbus can now distinguish a "Busy" status in detail and plan/avoid distribution accordingly.

2 LIMITATION: Away" and "BRB" state

For "Away" and "BRB" states, the "In a Call" extended status is not returned by Microsoft. When any of these status were manually set by users, Nimbus doesn't have additional information whether the user is already in a call, and will follow the plain "Away" status as defined in Distribution Service Settings to route the calls. 

→ As this is a Microsoft limitation, we cannot provide a fix or workaround for this at the moment.

 
Grant Permission with Grant Link

☝ This is only available when Emergency Manual Presence Mode is disabled.

 
  1. Go to  Extensions Tenant Settings.
  2. In section Presence Tracking, click the grant permission button.
    ⮑ This will ask you to sign in with your Tenant Admin account.
    💡 You need to sign in as a Tenant Administrator for granting the permission.

    ⮑ A green checkmark is shown if the permission was granted successfully:
  3. Click Test Connection and enter your UPN if the permission was granted successfully.
Grant Permission via Provisioning Script

☝ This is only available when Emergency Manual Presence Mode is disabled.

 
✅ Granting permission by running the provisioning script is an alternative to granting via Grant Link and also requires Tenant Administrator rights.
To grant the permission this way, run the provisioning script as a Tenant Administrator.
Test UPN

☝ This is only available when Emergency Manual Presence Mode is disabled.

 

You can check if the permission was granted successfully:

  1. Go to Extensions Tenant Settings > Presence Tracking.
  2. Click Test Connection and enter your UPN.
Tenant Administration

The Nimbus Tenant view allows to assign security groups, change tenant details an...

Service Settings

Good to know Service settings are available Nimbus service / team owners. You can...

Extensions Service Settings

In Extensions Service Settings, you can manage extension Nimbus Features such as ...

Table of Contents