Note
Features exclusively available in Enterprise Routing or Contact Center are marked accordingly throughout the pages and chapters in our Knowledge Base.
Overview of Service Types
Picking your service license
🔍 Service Types (and their relevant license) are selected via the Service Administration. Refer to the table below to learn about the differences between each type of service.
INC Nimbus Service Types
Base Licenses
| Advanced Routing | Enterprise Routing | Contact Center | |
|---|---|---|---|
| Description | By default, Nimbus is provisioned as an "Advanced Routing" service, each with individual Task Queue and Distribution settings. | Enterprise Routing offers more workflow flexibility and additional call context support. | Contact Center offers skill-based routing outside of single-service constraints with high user flexibility. Prioritize your calls to create VIP- and Emergency hotlines. |
| Target audience |
Collaborative teams and customer services requiring flexibility with minimal setup effort.
Nimbus Service users and MS Teams members stay in sync automatically. |
Extended teams with dedicated support and sales capabilities, tied into external CRM / Service Desk systems.
Nimbus Service users and MS Teams members stay in sync automatically. |
Contact Centers or Priority Services handling specialized tasks regardless of customer time zone or service called.
Users and roles are manually assignable, acting independently from MS Teams. |
| Configurable Nimbus Features |
✅ For each of your services, you can freely configure Opening Hours and Workflows. ✅ Each user gets easy access to the Nimbus Personal App and Nimbus Teams Tab, seamlessly integrated into the MS Teams client experience. ✅Each service team has access to its own Dashboard with KPI metrics, impacted by indivdiual Distribution Service Settings. |
✅Enables Outbound Service Calls and caller Context. ✅ Adds further Service Configuration options and Workflow Templates to pick from. ✅Extends your users My Sessions view with Codes, Tags and Context, allowing for more detailed call experience that includes task / upselling note taking for your your Power BI historical reporting. |
✅ Define dynamic teams based on skills and advanced User Roles instead of relying on fixed MS Teams / Member / Owner structures. ✅Assign users as customizable “Agents” with indivdiual Responsibility Profiles. ✅Access to customizable Dashboards with individual widgets and filters for KPI monitoring. ✅Allows for After-Call-Work (ACW) to shield users from further tasks, configured individually in the Distribution Service Settings. ✅Enables User States tracking for extended Reporting capabilities. |
| Call distribution |
Based on "Queue" Workflow settings and user presence.
💡Tasks are distributed to all users equally (round-robin, longest-idle first). 💡 Workflows allow flexible routing between services, each with their own distribution type, IVR, and set of opening hours. |
Adds dynamic task handling to workflows.
💡Allows checking and reacting to a caller's queue status, e.g. to re-distribute long-waiting tasks to backup services. 💡Optionally, tasks can be handled on a "first-to-pick-up" basis for higher throughput. |
Enables skill-based user routing.
💡Freely allows you to define your Skills and Responsibilities as criteria for call distribution. 💡Calls are distributed based on Distribution Policies in your services which ensure that users with the matching skills are pooled dynamically. |
Additional Addons and Apps
These Addons and Apps can be additionally added to your License Management and freely distributed among your services and users.
INC Addons and Apps
 |
Allows the user to act as a front-desk operator.
✅Get access to extended Address Book searches. ✅Support Call Handling scenarios (e.g. Safe, Blind transfer, Consultation calls). 🔎 Attendant Console can be activated via User Administration per user. |
 |
Allows direct interaction widgets on your website
✅Remove the need of additional software on customer side. ✅Optionally avoid service queues if you want customers to directly interact with your users. 🔎 Learn more on our Interact Solution page. |
 |
Assistant can run in browser or app, with additional features available for Contact Center users:
✅ Within the Browser Nimbus UI: Direct access to functionality such as RONA or Responsibility Profiles management directly in the Nimbus UI. ✅ Installed as standalone App the need to have Nimbus open on your browser at all times is removed. The App will also show context and and trigger web requests (e.g. to external CRM APIs), which are configurable on either Direct Call Templates and Service Call Templates . 🔎Nimbus Assistant can be activated via User Administration per user. |
Features by Service
✅ These features can be enabled and managed in the respective Service Settings and/or User Administration when your License Management shows sufficient applicable licenses.
INC Nimbus Service Features
 |
 |
 |
|
|---|---|---|---|
Service License |
Advanced Routing |
Enterprise Routing |
Contact Center |
| Modalities | |||
Audio/Video Call Handling |
✅ | ✅ | ✅ |
Instant Message Chat Handling |
⬜ | ⬜ | ✅ |
Distribution and Handling of External Tasks |
⬜ | ⬜ | ✅ |
| Email Handling | ⬜ | ⬜ | ✅ |
| User Assignment Type per Service | |||
| None (IVR / Front Services) | ✅ | ✅ | ✅ |
| Microsoft Teams (Team-based) | ✅ | ✅ | ✅ |
| Skill-Based call distribution with Distribution Policies | ⬜ |
⬜ |
✅ |
| Preferred- and Last User Routing with Distribution Policies | ⬜ |
⬜ |
✅ |
| Context and Codes | |||
| Tags | ⬜ | ✅ | ✅ |
| Primary and Secondary Codes | ⬜ | ✅ | ✅ |
| Context URLs | ⬜ | ✅ | ✅ |
| User Custom Parameters | ⬜ | ✅ | ✅ |
| System Fields and Parameters | ⬜ | ✅ | ✅ |
| Service Features | |||
| After Call Work (ACW) | ⬜ |
⬜ |
✅ |
| Outbound Service Call / Call On Behalf | ⬜ | ✅ | ✅ |
| Persistent RONA State | ⬜ |
⬜ |
✅ |
| Service-specific Task Priority | ⬜ |
⬜ |
✅ |
| Service-wide Service Call Template Actions | ⬜ |
✅ |
✅ |
| Multilingual live Transcription and historic captioning | ⬜ | ✅ | ✅ |
| Monitoring and Reporting Features | |||
| Nimbus Personal App in MS Teams | ✅ | ✅ | ✅ |
| Service Team General Dashboard | ✅ | ✅ | ✅ |
| Service Owner KPI Personal Dashboards | ⬜ |
⬜ |
✅ |
| Administrator-managed Non Personal Dashboards | ⬜ |
⬜ |
✅ |
| Service Call Supervision within the Dashboard | ⬜ |
⬜ |
✅ |
| Service Team Reporting | ✅ | ✅ | ✅ |
| Historical Sessions Overview page | ✅ | ✅ | ✅ |
| Options and Integrations | |||
| Power BI Data Connector and Template | ✅ | ✅ | ✅ |
| Microsoft Power Automate Connector | ⬜ | ✅ | ✅ |
| Addons | |||
| Interact - embeddable website-to-service widgets. | ⬜ | ✅ | ✅ |
| Display Service Context via Assistant | ⬜ |
⬜ |
✅ |
Service Workflow Activities and Features
Your service license determines which Workflow Activities and related features can be leveraged.
INC Workflow Activity License Matrix
|
|
|
|
|---|---|---|---|
Service License |
Advanced Routing |
Enterprise Routing |
Contact Center |
| Workflow Activities | |||
| Accept | ✅ | ✅ | ✅ |
| Announcement | ✅ | ✅ | ✅ |
| Availability Based Routing | ⬜ | ✅ | ✅ |
| Cancel Task | ⬜ | ✅ | ✅ |
| Check Opening Hours | ✅ | ✅ | ✅ |
| Check Parameter (Parameter-based Routing) | ⬜ | ✅ | ✅ |
| Check Task | ⬜ | ✅ | ✅ |
| Collect Information | ⬜ | ✅ | ✅ |
| Delay | ⬜ |
⬜ |
✅ |
| Disconnect Conversation | ✅ | ✅ | ✅ |
| Distribution Priority (set Task Priority) | ⬜ |
⬜ |
✅ |
| Get Available Users | ⬜ | ✅ | ✅ |
| Get Queue Position | ⬜ | ✅ | ✅ |
| Input Customer (IVR) | ✅ | ✅ | ✅ |
| Mark as Handled | ⬜ |
⬜ |
✅ |
| Message | ⬜ |
⬜ |
✅ |
| Play Music | ✅ | ✅ | ✅ |
| Queue | ✅ | ✅ | ✅ |
| Queue Task | ⬜ | ✅ | ✅ |
| Reply | ⬜ |
⬜ |
✅ |
| Save to Parameter | ⬜ | ✅ | ✅ |
| Transfer | ✅ | ✅ | ✅ |
| Voice Message | ✅ | ✅ | ⬜ |
| Wait for Parameter (e.g. external updates) | ⬜ | ✅ | ✅ |
| Call Distribution modes within “Queue / Queue Task” activity | |||
| Broadcast | ✅ | ✅ | ✅ |
| Pickup | ⬜ | ✅ | ⬜ |
| Direct | ✅ | ✅ | ✅ |
| Features related to Workflows | |||
| Basic Call Templates | ✅ | ✅ | ✅ |
| IVR Transfer Templates | ✅ | ✅ | ✅ |
| Configurable Opening Hours | ✅ | ✅ | ✅ |
Features by User
✅ These features can be enabled in the respective General User Settings when your License Management shows sufficient applicable licenses.
INC Nimbus User Features
Contact Center
INC Contact Center User Feature Matrix
Contact Center Features |
|
| User-individual Skills and Responsibilities(1) | ✅ |
| Individually assigned Responsibility Profiles for users(1) | ✅ |
| Custom (on / off) Duty States | ✅ |
| Access to Personal Dashboards(1) | ✅ |
| Service Supervisor Roles for Dashboard Supervision(1) | ✅ |
| Access to extended User State Reporting in Power BI (via Supervisor role) | ✅ |
| Contact Center Assistant with basic features avaialble in Nimbus Portal | ✅ |
(1) Also requires a Contact Center license on the Service to configure the related features.
Interact
INC Interact User Feature Matrix
Interact User Features |
|
| Interact - direct website to user interaction without service requirement (AV(1)/IM(2)) | ✅ |
(1) The AV modality is always enabled for services and can be routed to users directly via Interact. Unwanted direct AV interaction can be blocked in the Interact Service Settings to prevent service queues being avoided.
(2) When the IM modality is disabled on the service, the user can still handle directly incoming Instant Messages when the Interact license is assigned and IM is enabled in Interact Service Settings.
Attendant
INC Attendant Feature Matrix
Attendant Features |
|
| Personal Attendant Console UI for task handling, contact group management and extended user search | ✅ |
| Blind Transfer call scenario support | ✅ |
| Consultation Call call scenario support | ✅ |
| Safe Transfer call scenario support | ✅ |
| Session Hold via Call Park call scenario support | ✅ |
Assistant
INC Assistant Feature Matrix
| Assistant - supported functionality | Assistant in Nimbus Portal |
Client Assistant (Standalone App) |
| Call Flow (Incoming / Outgoing caller route) |
✅ 💡Only via My Sessions and Attendant Console |
✅ |
| Click to Call (callto: protocol) |
❌ 💡Only via My Sessions and Attendant Console |
✅ |
|
Open Context in Browser (1) (see Conversation Context) |
❌ 💡Only via My Sessions |
✅ |
|
HTTP Web Requests ( see Service Call Templates / Direct Call Templates) |
❌ | ✅ |
|
Switch Duty States (2) (see Responsibility Profiles) |
✅ | ✅ |
After Call Work (2) |
✅ 💡Only via My Sessions |
✅ |
Codes and Tags (1) |
❌ 💡Only via My Sessions |
✅ |
| Manage RONA Status | ✅ | ✅ |
(see User Administration > N/A Reasons) |
❌ | ✅ |
|
❌ 💡Only via My Sessions and Attendant Console |
✅ | |
External Tasks (2) |
❌ |
✅ |
| Email Tasks (2) | ❌ |
✅ 💡Handling in My Sessions |
| Instant Messaging Tasks (2) OR (3) | ❌ |
✅ |
(1) Requires Enterprise or Contact Center service license.
(2) Requires Contact Center service license.
(3) Requires Contact Center user license.
Transcription
INC Transcription User Feature Matrix
Transcription |
 |
| Automatic live captioning of calls and historic Transcription (1) for the user. | ✅ |
(1) Requires Enterprise or Contact Center license on the Service, the configuration is done in Virtual Assistants Service Settings and Extension Service Settings.
Modalities
Allows a service-based Task Queue and Distribution to this via individual channels of communication (modalities) to this user.
| Audio/Video(2) | Enables the user to handle Audio/Video tasks from services. 💡Enabled per default, cannot be unassigned. |
|---|---|
| Instant Messaging(1)(2) | Enables the user to handle Instant Messaging tasks from services. |
| External Task(1) | Enables the user to handle External Tasks from services. |
| Email(1) | Enables the user to handle Email tasks from services. |
(1) Requires a Contact Center license on the Service, configured individually per Modality Service Settings.
(2) When using Interact, a direct website to user contact is possible for this modailty. That way the service queue is bypassed.
Compliance Recording
➕ OPTIONAL Solution
Luware Recording is catered to your regulatory compliance requirements and needs. Recording works independently on your tenant and is not restricted to just Nimbus services.
🔍 Learn more on our Solutions page and get in contact with your Luware sales representative if you require further information or a demonstration of features.