✅BEFORE YOU START
✅TENANT / TEAMS ADMIN PERMISSIONS: Actions described below require “MS Teams Administrator” rights to access the Microsoft Teams Admin Center. This is required to perform Nimbus App manifest installation or update procedures on your Tenant.
🔎You can always retrieve the latest App Manifest download from within the User Preferences (Admin).
✅Start condition check: Before proceeding with an App manifest update, please take note of the following points:
🤔When do I need to install the Nimbus App Manifest?
💡You need the Nimbus App manifest only when you want to
- … use and provision your Nimbus services directly via MS Teams. When you Create a Service manually (e.g. for IVR or Contact Center purposes outside of a MS-Teams “team” driven context, the App is not required.
- … allow your Users to access the Nimbus Personal App from within their Teams Sidebar.
💡 Good to know: The App is a different (user-centric) way to access Nimbus functionality. When your userbase exclusively uses Nimbus in-browser, the manifest update and notify procedures described on this page do not apply. However, users will always need to Single-sign-on every time they open Nimbus in a browser, regardless of their login status in MS Teams.
🤔What functionality does the Nimbus App provide?
Once installed, users (with a working Nimbus account) on your Tenant can use the App in their MS Teams to access the following functionality:
INC Nimbus Portal Menu Items
| Menu item | Description |
|---|---|
| My Overview | Personal Overview on your Day, Call Metrics, Status display |
| My Sessions | Task handling view, showing live tasks and customer Conversation Context. |
| Personal Dashboards | Customizable with Dashboard Widgets for inspection of Service or User-related KPIs. |
| Services Overview | A list of all your Services, assigned Users and incoming Tasks. |
| Live View | Live statistics of a selected Service with showing Tasks, Users and related trend metrics. |
| Statistics | Lookback statistics of a selected Service showing Task Results and SLA metrics. |
| Sessions List | Historical Nimbus Reporting Sessions list of a selected Service. |
| Service Settings | Access to Nimbus Features and Task Queue and Distribution Settings per Service. |
| Attendant Console | Access to individual call handling scenarios and call forwarding options. |
| Configuration | Access to configurable items used in Service Settings. |
| User Preferences (Portal) | User-Individual settings for Language, Notifications, Permissions, Logging. |
🔎Refer to Nimbus Personal App for more details.
🤔When do I need to update the Manifest?
💡We will inform you in our Release Notes, and communicate significant changes in advance whenever your app manifest should or must be updated. While optional in most cases, App updates are always disruptive to an extend.
✅Existing App update
To update an existing Nimbus app (e.g. with a new manifest):
- Using a Tenant Admin account, login to the MS Teams admin center
- Go to Teams apps > Manage apps
- Select the existing Nimbus app entry
- Under "New version", select “Upload file”
🤔What disruptions are to be expected from an update?
💡 App and User Permissions: App updates may entail changes to required User Permissions Nimbus App Permissions as well as changes to User Preferences (Portal).
- After an update, a Login to the Nimbus Portal may be required → see Single Sign-On note below. We also recommend checking User Preferences (Portal) > "Permissions" to see if there are any changes to required permissions.
- Read the Introduction to Nimbus and our Security Whitepapers to learn how Nimbus uses this data.
💡 Single Sign-On (SSO) Tokens: Nimbus supports single sign-on, reducing the amount of necessary login requests, especially in a multi-service-participation scenario for your MS Teams users.
- Note that after a new manifest update, each Nimbus user needs to confirm the Nimbus app update as further described in the steps below. This will re-grant permissions to Nimbus to use the SSO Token
- After initial consent, the login token from MS Teams will be used for Nimbus as well.
- App updates can invalidate SSO tokens, requiring users login to Nimbus again before resuming daily work.
☝Expect Delays: Migration of the Nimbus App from Teams Admin Center to the Teams Client can take up to 24 hours1. We advise to plan User Onboarding Steps accordingly and share the App Manifest at least 24 hours before the first new Session with Customers.
1 More information can be found here: https://learn.microsoft.com/en-us/microsoftteams/app-centric-management
Manifest upload
For Nimbus to be available in your tenant (and to allow your users to install it from MS Teams Apps list), the app manifest needs to be uploaded first. To do so, perform the following steps:
-
Retrieve the Nimbus manifest ZIP file from User Preferences (Admin).
💡 You can have a look inside, but you don't need to unzip the archive for the next steps. - Login to MS Teams Admin Center as Tenant Admin.
- Go to Teams apps → Manage apps.
- Select the option Upload new app.
-
Click the Upload button and select the manifest ZIP file.
⮑A "New app added" message should confirm the successful upload. - Verify the app's entry and new version within the Manage apps Screen.
App permission policies
🔎Setup differences: App centric management | Permission policies
Microsoft is in the process of migrating their user centric app permission policies over to app centric management. Please choose the option that applies to your Teams tenant.
App centric management introduces new admin settings to control who in the tenant can install Teams apps. First, admins can set a default value for new apps that are published to Teams app store. Second, admins can edit the availability of an app to 'All users can install', 'Specific users and groups can install', or 'No user can install'. This feature evolves the existing app permission policies and provides admins with the ability to manage access to the app individually. The app permission policies for existing customers are migrated to maintain existing app availability in the tenant.
🔎More information can be found here: https://learn.microsoft.com/en-us/microsoftteams/app-centric-management
App centric management
- On the Manage apps page for the uploaded Nimbus app, go to the Users and groups tab.
- Ensure that the app is made available to all of your Nimbus end users and administrators.
💡We recommend making the app available to Everyone to decrease your management overhead, as only configured and authenticated users will be able to sign-in.
(Legacy) Permission policies
- Still within Teams Admin Center, go to Teams Apps → Permission policies
- Add a new permission policy entry to the list
- For each app permission policy that will be assigned to your Nimbus administrators and end users, check the settings for custom apps. This must be set to either Allow all apps or Allow specific apps. If this is not the case, please amend it to one of above.
💡Note that changes may take a while before fully replicated throughout MS Teams, eventually making the Nimbus app become visible to your users.
