• If you are a Nimbus newcomer, check out our Welcoming (Concept-focused) and Usage of Nimbus (UI handling-centric) categories respectively. Both are continuously expanded as we improve Nimbus with new features.
• To stay ahead of any changes, check the Release Notes regularly, to stay informed of new changes and additions to Nimbus.

If you are an administrator and you'd like to stay ahead of system maintenance and outages, please head over to https://status.luware.cloud and subscribe to status updates via email. We'll keep you informed about any pending maintenance tasks and (un)expected system downtime.

If you'd like to stay informed about our latest feature updates, you can always check the Release Notes.

Depending on your Service License, User assignment and available Features differ slightly. In a nutshell:

• Enterprise Routing - Configured by the Team owner, via Service Administration, Teams and in the Teams Nimbus client. Agents are assigned and synched as team members with MS Teams.
• Contact Center - Configured via Service Administration. Users are defined as “Agents” with assigned Skills as members of (one or multiple) Contact Center Services.

Yes. All our SLAs are defined in the Luware Cloud Service Description, available in our Documents section.

🔍 You can also check service uptime via https://status.luware.cloud/

In a nutshell: Automate Service provisioning and setting changes for Tenant Administrators.

When Provisioning new Services or adjusting some of your Service Settings, related changes (e.g. PSTN licensing) need to be propagated on your local Azure and Teams tenant. The script automates, unifies and simplifies this process by rolling out these changes in a step-by-step procedure, ensuring that any (missing, new or changed) Nimbus App Permissions are granted as well.

🔍 For technical specifics on the script, refer to Provisioning via Microsoft PowerShell for more information.

The Nimbus Teams Tab can be removed by any team owner. If this happened unintentionally, the tab can be re-added by following the Steps mentioned in Nimbus Installation > Service Provisioning 

💡Hint: You can also access Nimbus at any time by installing and using the Nimbus Personal App in your Teams client. Alternatively, you can open Nimbus in your browser via the following Portal URLs:

Nimbus can use the following means to query the presence of your users:

• Via App Permissions (default, recommended): Nimbus can use its application permissions to see the full presence details of your users and even work if you have the “Presence Privacy Mode” enabled in your Teams tenant. See Use Case - Tracking Extended User Presence via Application Permission.
• Guest Users (legacy): Nimbus can use Guest Users added to your tenant to query the extended presence details. This is only supported for legacy reasons and for tenants which had already added these Guest Users. This feature cannot be configured for new tenants anymore, but we use an internal Use Case - Tracking Extended User Presence via Azure Guest Accounts. If querying presence via App Permissions isn't possible for any reason, Nimbus will fall back to using these Guest Users if available and functional.
• External Access (fallback): If neither App Permissions nor Guest Users are available for querying the full extended presence, Nimbus can fall back to using Teams External Access to see basic, incomplete presence information, as granted during Installation Prerequisites > Communication Settings.

☝Nimbus requires at least one of these methods to be functional for targeted call distribution and updating availability in the frontend UI. Without accurate presence information, calls may arrive on your services and go through their defined workflows, but may never be distributed to actual users.

At this time, there is no supported way to automate the execution of the provisioning script. We can only support manual execution by a Global Admin. This is partly also due to Microsoft technical limitations. We continue to monitor this situation and will provide improvements to the provisioning process however possible.

Nimbus can only read agents' Teams presence states for the purposes of call distribution. Nimbus does not have the ability to alter Teams User states. Agent availability is always controlled from the Microsoft Teams side.

On the Nimbus side, however, you can control whether users should be enabled or disabled for Teams-based routing services. Additionally, you can control their assigned duty profiles, which determine their responsibilities for Skill-based call distribution.

Please see Luware Nimbus - Avoiding Workflow Issues for a list of best practices, as well as troubleshooting guidelines in the case of any workflow issues. 

An excerpt from our Playlists and Resources pages:

🔎 See User Assignment Types and Service Types for more details.

• For MS-Teams based services, Nimbus distributes calls evenly among "Active" users, usually to the user "Longest Available" in MS Teams.
• In a Contact Center scenario, Responsibility Profiles allow for much finer control over availability. Your duty status changes reflect on all Contact Center services simultaneously, e.g. by making you a first or second-level responder based on your profile and skillset.
• In both scenarios your Nimbus-tracked User State doesn't just reflect MS Teams presence, but various other 

• Talk to your service administrator to have a look at your assigned skills Agent Service Settings. Also check if the service's Distribution Policy matches the Skills and Responsibilities set on your user account.
• To avoid erroneous call distribution we suggest that Administrators assign an "Off Duty" Responsibility Profiles profile as your initial default.
• Users who never signed in to teams will have the Presence “Unknown” set until their first sign-in. Try changing the MS Teams presence once, then change your Responsibility Profile and see if the correct calls get distributed to you.
• You may be set as Preferred / Last Agent via Power Automate Connector which can profile-based distribution – basically treating you as “Priority 0” contact for a calling customer.

We currently do not track transfer attempts in the reporting. In Nimbus, a transfer is always considered as successful (handled) as per Static Dimensions in the Nimbus Reporting Model.

If a transfer comes back, then the call is not considered transferred and thus will have a different outcome. 

For detailed definitions of the KPIs available in your Power BI reports, please see Luware Nimbus - Nimbus KPI Calculations.

"Abandoned" can be interpreted in different ways. In Nimbus there are multiple outcomes for calls: Nimbus Reporting Model.

💡 Based on this, a Customer can pick the necessary outcomes that constitute "Abandoned" for him. The sum of the calls in these outcomes represents the abandoned calls. 

Certain SLA values can be changed via General Service Settings. Related to this, you might be interested in the Nimbus KPI Calculations.

💡 Note that SLA are is not part of the historical Power BI. The configuration is only used for real-time reporting dashboards. 

• Check for "Hidden Teams" at the bottom of your list.
• Check which Azure Account is currently logged into Teams. Your account needs Team Member- or Ownership to display the team.
• If you still cannot find your Nimbus team, contact your Tenant administrator to check which teams your user is a part of.

💡If your Nimbus tab within a MS Teams team is missing, you can re-add it by following Service Provisioning steps.

• Switch away from the app to another MS Teams view and then retry.
• When using Nimbus Portal in your browser, try emptying your cache.
• Try the same login within a different browser.

🤔I tried this, but Nimbus still doesn't load?

• Nimbus runs on Azure Cloud services. Check https://status.luware.cloud for maintenance and (un)expected system outages.
• When your Nimbus remains unresponsive for several minutes but other Teams applications work normally, check https://status.luware.cloud first. Contact your Support Partner or Luware Support directly if the problem persists.

When using Nimbus in your browser, try clearing your browser cache, then refresh Nimbus with CTRL+F5 to force a reload.

• Try using the Personal Teams Web App to see whether the issue is identical there. 
• Check https://status.luware.cloud for related system issues or infrastructure outages. 
• Together with your Administrator, review the Luware Nimbus - Installation Prerequisites for known compatibility issues and platform limitations that can cause unexpected behavior. 

If you're still experiencing issues after following all of the above steps, reach out to the Luware Support team. Please be sure to describe the issue thoroughly, and provide screenshots if possible. Organization units 

This is a Microsoft Teams issue that cannot be resolved on the Luware side.

Nimbus sends the Service name to establish the call; however, it's not always resolved correctly.

Service Owner:

• Check that your Workflow is configured correctly within the Service Settings.
• Check that you are using the exact Service UPN / Phone Number as defined in the Service Settings. Try placing a call using the "Test Call" option, which is using the UPN and your local Teams Client to make the call.

Tenant Administrator:

• Confirm the service has been provisioned correctly as described in Nimbus Installation. 
• With access to Administration, you can check if the affected Service appears as "SUSPENDED" or otherwise inactive.
• Remember that the Provisioning Microsoft PowerShell script needs to run for certain changes, e.g. to assign PSTN licenses. Check via the script if there are any pending changes on the affected service.
• If you still cannot reach out to your local Service Partner / Luware Support.

We're frequently updating Nimbus with new features, which can occasionally result in some translation keys (individual UI elements) initially being left in baseline English as a fallback.

Please note:

• Some key terms and concepts - mainly those in our Glossary - may be left in English to unify search terms in our Knowledge Base and make discussion easier with our Support team.
• If you still identify incorrect translations or grammatically wrong sentences, please contact Luware Support and attach a screenshot if possible.

🔎Relates to: User Preferences (Portal) 

Nimbus is not directly involved in the media stream. Audio is entirely handled between the Microsoft Teams Media Services, local Teams clients, and any direct routing SBC involved in the call. Nimbus only receives text information about the call session; we don't actively receive media, or add anything to the audio stream that could affect call quality. 

To troubleshoot audio quality issues, please have your IT team review the logs from other call components such as Teams, your network and firewalls, the SBC, and your PSTN provider. You may also need to test hardware such as headsets. 

Stuck tasks are calls which do not terminate correctly. This can occur for a number of reasons. If you have an Administrator role, you can remove stuck tasks via the following steps: 

1. In the Nimbus Admin Portal, click Services on the left. → See Service Administration
2. For each service affected:
   1. Click on the Tasks icon () to the right of the service name.
   2. If you see the affected User's name in the Users column, and an unrealistically high Time In State value, you can click the trashcan icon () next to the task to delete it.

The following An excerpt from Luware Nimbus - Attendant Console: 

Issue: When using the MS Teams-native "On-Hold" button during a Service call, the caller will hear both the Service-workflow defined playlist and the MS-Teams default wait music simultaneously.

Analysis: Currently Nimbus has no way to detect if the MS-Teams music is enabled on the service tenant. This issue appeared due to a recent change by Microsoft. We continue to monitor the situation, but currently do not have a direct option to fix this.

→ Workarounds:

• Agents: Use only the Nimbus UI to put customers on-hold (e.g. via Attendant Console action buttons) and avoid the MS-Teams buttons.
• Admin: Change the MS Teams "music on hold" policy as described here: https://learn.microsoft.com/en-us/MicrosoftTeams/music-on-hold💡 If you do not want to disable on-hold music for your entire tenant, create a separate Calling Policy > Music on hold > Not enabled.
  

When a call is handled by an Agent who is a “Recorded User,” it can be recorded for this Agent as soon as they accept the call.

A recording terminates when:

• The call terminates
• The call is transferred

Yes, but not through Nimbus. You can record calls via the Recording App.