Focus Features
Discover how Luware Nimbus features can help you transform your customer experience on the Focus Feature page.
Licenses
✅ You can inspect the available license contingency and bulk-assign via the License Management view. Licenses can also be managed individually via the respective Service Administration and/or User Administration.
Nimbus Service Licenses
License Types
Nimbus offers different license types for services and users, with according Nimbus Features respectively tied to each license. Refer to the table below to learn about the differences.
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Advanced Routing |
Direct Call Handling1 |
Enterprise Routing |
Contact Center |
| Description | By default Nimbus is provisioned as a "Advanced Routing" service. | Brings the Enterprise Routing feature set to direct Microsoft Teams calls. Each licensed user gets a personal Direct Call service, created automatically. | 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. | Individual users who receive calls on their personal number but need advanced routing, reporting and supervision features. | Extended teams with dedicated support and sales capabilities, tied into external CRM / Service Desk systems. | Contact Centers or Priority Services with "Agents" that are capable of handling specialized tasks regardless of customer time zone or service called. |
| Task and Call Distribution |
Based on “Queue” Workflow settings and user presence states. Tasks are distributed to all users equally (round-robin, longest-idle first). Workflows allow for flexible routing between services, each with their own distribution type, IVR and set of opening hours. |
Personal Direct Call Handling service with one owning user as its only member. User-defined forwarding rules decide routing of calls by Teams presence, time window or unconditionally: ring the user, go to voicemail, forward to an external number or another Nimbus service, or execute a workflow. Configurable per individual Direct Call User Settings. |
Adds dynamic task handling to workflows. Allows you to check and react to the task queue status, e.g. to re-distribute long-waiting customers to backup services. Optionally, Task Queue and Distribution can be handled on a "first-to-pick-up" basis for higher throughput. |
Enables Skill-based user routing - freely allowing you to define Skills and Responsibilities your as criteria for task distribution. Tasks are distributed based on Distribution Policies in your services, ensuring that only users with matching skills are pooled dynamically. |
1 Direct Call Handling is not a distinct service license. The license is held by the user (base Nimbus license plus the Direct Call Handling add-on). Nimbus automatically creates a personal Direct Call service for each licensed user; which does not consume a regular service license.
✅Related Licensing Actions
License changes on Services may involve adjusting your User license distribution as well.
💡 For example: Any Contact Center service also requires at least one Contact Center licensed user in order to operate and make use of the new features that the service provides. For a direct comparison of features, licenses and additional addons and apps, visit our Nimbus Features page. Once ready, visit the License Management page plan your license usage and redistribution.
Addons and Apps
INC Add-ons and Apps
| Addon / App | Features included… | …for Services | …for Users |
 |
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). | |||
➕ Customizable contact groups with note-taking capabilities. | |||
| 🔎 Adds separate features, can be licensed 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. | |||
| 🔎 Adds separate features, can be licensed and enabled per user and/or per service. | |||
 |
Assistant runs in your browser as a small UI extension, or as standalone Assistant App, which offers additional features: | ✔️ | |
➕ In-Browser, within the Nimbus Portal UI: Allows RONA or Responsibility Profiles management. | |||
➕ Installed as standalone App: Removes the need to have Nimbus open in your browser at all times. The App will automatically show context and trigger web requests on incoming Nimbus tasks. | |||
| 🔎 Can be licensed per user. Included with Contact Center license. | |||
 |
AI-driven features that guide your administrators and assist your users: | ✔️ | ✔️ |
➕ Guided administration: Companion Interface with Knowledge Assistant and Configuration Assistant, for product answers and setup help. | |||
➕ Assisted conversations: Transcription, Summarization and Codes and Tags suggestion for your users. | |||
| 🔎Adds separate features, requires a separate service license and per-user license. |
💡Good to know: Features exclusively available to a specific License are marked with signal words in our knowledge base. For example: Enterprise Routing, Companion, Audio / Video modality.
Service Features
Nimbus Service Features
✅ 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
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Service License |
Advanced Routing |
Direct Call Handling |
Enterprise Routing |
Contact Center |
| Modalities | ||||
| Call Handling (Audio/Video) | ✔️ | ✔️ | ✔️ | ✔️ |
| Chat Handling (Instant Messaging) | ✔️ | |||
| Distribution and Handling of External Tasks | ✔️ | |||
| Email Handling with draft-resuming capability | ✔️ | |||
| Individual User Assignment Type per Service | ||||
| None (for IVR / Automated routing Services) | ✔️ | ✔️ | ✔️ | |
| Team-based (Microsoft Teams-synched) | ✔️ | ✔️ | ✔️ | |
| Skill-Based via user Skills and Responsibilities | ✔️ | |||
| Preferred- and Last User Routing via Distribution Policies | ✔️ | |||
| Direct Call (personal service of a licensed user, no team) | ✔️ | |||
| Context, Codes and Parameters | ||||
| Freely definable Tags | ✔️ | ✔️ | ✔️ | |
| Primary and Secondary Codes | ✔️ | ✔️ | ✔️ | |
| Automated opening of Conversation Context | ✔️ | ✔️ | ||
| User Custom Parameters for data storage and display | ✔️ | ✔️ | ✔️ | |
| Full access to System Fields and Parameters | ✔️ | ✔️ | ✔️ | |
| Service Features | ||||
| Adjustable Context Handover settings | ✔️ | ✔️ | ✔️ | ✔️ |
| After-Call Work (ACW) | ✔️ | ✔️ | ||
| Call On Behalf of a service | ✔️ | ✔️ | ✔️ | |
| Outbound Call scheduling / task creation / workflow | ✔️ | ✔️ | ||
| Parking of tasks without negatively impacting KPIs | ✔️ | ✔️ | ✔️ | ✔️ |
| Persistent RONA State | ✔️ | |||
| Service-specific Task Priority | ✔️ | ✔️ | ||
| Service Templates for conditional web-requests | ✔️ | ✔️ | ✔️ | |
| Multilingual Live-captioning and Transcription | ✔️ | ✔️ | ✔️ | |
| Interaction Summarization | ✔️ | ✔️ | ✔️ | |
| Virtual Users to act as AI-driven Service Agents | ✔️ | ✔️ | ✔️ | |
| Monitoring and Reporting Features | ||||
| Nimbus Personal App for quick access in MS Teams | ✔️ | ✔️ | ✔️ | ✔️ |
| Service Team Live View | ✔️ | ✔️ | ✔️ | ✔️ |
| Service Team Statistics | ✔️ | ✔️ | ✔️ | ✔️ |
| Historic Service Sessions List | ✔️ | ✔️ | ✔️ | ✔️ |
| Service Owner KPI Personal Dashboards | ✔️ | |||
| Administrator-managed Non-Personal Dashboards | ✔️ | |||
| Service / User Supervision | ✔️ | ✔️ | ||
| MS Teams user Direct Call Reporting | ✔️ | ✔️ | ✔️ | ✔️ |
| Administrator-side Task Management | ✔️ | ✔️ | ✔️ | ✔️ |
| Options and Integrations | ||||
| Power BI access to OData Feed and Nimbus Reporting | ✔️ | ✔️ | ✔️ | ✔️ |
| Ready-to-use Nimbus Power BI Template | ✔️ | ✔️ | ✔️ | ✔️ |
| Microsoft Power Automate Connector | ✔️ | ✔️ | ✔️ | |
| Nimbus API for provisioning | ✔️ | ✔️ | ✔️ | ✔️ |
| Addons | ||||
| Interact - embeddable website-to-service widgets | ✔️ | ✔️ | ✔️ | |
| Assistant - App to show Context and run Direct Templates | ✔️ | ✔️ | ✔️ | |
| Companion - Additional user-assisting AI features | ✔️ | ✔️ | ✔️ | |
1 Direct Call Handling is not a distinct service license. The license is held by the user (base Direct Call Handling Nimbus license add-on); the Direct Call service is automatically provisioned with Enterprise Routing Features, created specifically for that user. No separate MS Teams Team is required. This service not consume a regular Nimbus service license. Workflow activities listed can be executed for direct calls.
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 | Service Integrations | |||||
|---|---|---|---|---|---|---|
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Supported by Nimbus |
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Advanced Routing |
Direct Call Handling |
Enterprise Routing |
Contact Center |
Extend | Unify |
| Accept | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
| Add Virtual User1 | ✔️ | ✔️ | ✔️ | ✔️ | 🔜 | |
| Announcement | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
| Availability-based Routing | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
| Cancel Task | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Check Opening Hours | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
| Check Parameter (parameter-based routing) | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Check Task | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Collect Information | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Delay | ✔️ | ✔️ | 🔜 | |||
| Disconnect | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Disconnect as Handled (Email) | ✔️ | ✔️ | 🔜 | |||
| Distribution Priority (set Task Priority) | ✔️ | ✔️ | ✔️ | ✔️ | ||
| Get Available Users | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Get Queue Position | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Initiate Callback | ✔️ | ✔️ | ✔️ | ✔️ | ||
| Input Customer (IVR) | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
| Input Customer Advanced | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Mark as Handled | ✔️ | ✔️ | ✔️ | ✔️ | ||
| Message | ✔️ | ✔️ | ||||
| Origin Routing | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | 🔜 |
| Play Music | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
| Queue | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
| Queue Task | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Record Consent | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | 🔜 |
| Reply | ✔️ | ✔️ | 🔜 | |||
| Save to Parameter | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Standby Duty | ✔️ | ✔️ | ✔️ | ✔️ | 🔜 | |
| Transfer | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | 🔎4 |
| Voicemails | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | 🔜 |
| Wait for (external) Parameter | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Web Request | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Call Distribution modes within "Queue / Queue Task" activity | ||||||
| Broadcast | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
| Pickup2 | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Direct | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
| Features related to Workflows | ||||||
| Basic Call Templates | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
| IVR Transfer Templates | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
| Configurable Opening Hours | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
1 Requires an extra license to be applied. Refer to Virtual Users configuration or your License Management.
2 The Pickup button is available for both MS Teams-based and Skill-based routing services, however with behavioral differences in the Nimbus UI. Refer to Distribution Types for more details on how Pickup modes operate in comparison.
3 Luware Nimbus supports the two Microsoft integration models for bringing a Contact Center as a Service (CCaaS) solution to Teams Phone: Extend and Unify. Compared to Extend, the new Unify model requires separate Workflows. Luware development aims to reach feature party, supporting most workflow activities with identical behavior wherever possible.
4 This activity is supported, but certain limitations. Refer to Conversation Handling Activities > Transfer documentation for details.
5 Direct Call Handling is not a distinct service license. The license is held by the user (base Direct Call Handling Nimbus license add-on); the Direct Call service is automatically provisioned with Enterprise Routing Features, created specifically for that user. No separate MS Teams Team is required. This service not consume a regular Nimbus service license. Workflow activities listed can be executed for direct calls.
User Features
Nimbus User Features
✅ These features can be enabled in the respective General User Settings when your License Management shows sufficient applicable licenses.
INC Nimbus User Features
User Features
INC Common User Feature Matrix
General (Administrative) User Features |
 |
| Nimbus Personal App in MS Teams (when Nimbus App Manifest is provisioned) | ✔️ |
| Change History tracking of configuration and setting changes3 | ✔️ |
| Customer Insights to concluded Nimbus Reporting Sessions1,2 | ✔️ |
| Task Management, inspection and removal3 | ✔️ |
| Task Parallelization and Parking option, individually adjustable to enabled Service Modalities. | ✔️ |
| Custom Roles with individually configurable permissions | ✔️ |
| UI Profiles for an individualized Portal UI experience | ✔️ |
| Nimbus Companion Interface chat access for in-product AI-driven Knowledge Assistant. | ✔️ |
1 Available to users in a Supervisor Portal Role.
2 Available to users in a Team / Service Owner Portal Role.
3 Available to users in a Tenant Admin Role.
Contact Center
INC Contact Center User Feature Matrix
Contact Center - User1 Features |
|
| User-individual Skills and Responsibilities2 | ✔️ |
| Individually assigned Responsibility Profiles for users2 | ✔️ |
| Custom (on / off) Duty States | ✔️ |
| Access to Personal Dashboards2 | ✔️ |
| Service Supervisor Roles for Dashboard Supervision2 | ✔️ |
| Access to extended User State Reporting in Power BI3 | ✔️ |
| Responsibility Profile and presence-driven “time-in-status” monitoring and Dashboard Supervision widgets.3 | ✔️ |
| Nimbus Assistant for Contact Centers, with extended Call Status, Info Toasts and Context display.4 | ✔️ |
1 Requires a “Contact Center” license to be assigned to the user.
2 Also requires a Contact Center license on the Service to configure the related features.
3 Available to Users in respective “User / Service Supervisor” Reporting Roles.
4 Nimbus Assistant allows for a user-specific, customizable context experience (e.g. by using Direct Templates). Assistant is installed as local App, handling incoming task notifications even while Nimbus is not in focus. Core task handling features in all modalities remain in Nimbus Portal, to which Assistant will provide deep links.
Interact
INC Interact User Feature Matrix
Interact - User Features |
|
| Interact - direct website to user interaction without service requirement (only: AV2 IM3 modality) | ✔️ |
1 Interact is a separate user license. If no direct user interaction is required, Interact can also be licensed as a service addon.
2 The Audio/Video modality is always enabled for services and can be routed to users directly via Interact. Any unwanted direct AV interaction can be blocked in the Interact Service Settings to prevent customer circumventing any service queues.
3 When the Instant Messaging 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 - User1 Features |
|
| Attendant Console personal UI for task handling, Contact Group management, taking notes and extended user search | ✔️ |
| Blind Transfer call scenario support | ✔️ |
| Consultation Call call scenario support | ✔️ |
| Safe Transfer call scenario support | ✔️ |
| Service Transfer call scenario support | ✔️ |
| Hold and Retrieve call scenario support | ✔️ |
| Park and Unpark support when handling multiple Tasks in parallel | ✔️ |
| Transfer and Consultation actions for callback tasks | ✔️ |
1 Requires a separate “Attendant” license assigned to users.
Assistant
INC Assistant Feature Matrix
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Assistant - Supported Features
|
Assistant in Nimbus User Portal (Web Browser) |
Client Assistant (Locally installed App) |
|
|
✔️ | |
|
|
✔️ | |
|
|
✔️ | |
|
Call Flow (Incoming / Outgoing caller route) |
💡Via My Sessions and Attendant Console | ✔️ |
Call On Behalf 1 |
💡Via “Call on Behalf” popup in Nimbus UI | ✔️ |
|
Click to Call
|
💡Via My Sessions and Attendant Console | ✔️ |
|
Open Context in Browser 1 (see Conversation Context) |
💡Via My Sessions | ✔️ |
|
Web Requests (see Service Call Templates / Direct Call Templates) |
✔️ | |
|
Switch Duty States 2 (see Responsibility Profiles) |
✔️ | ✔️ |
After-Call Work 2 |
💡Via My Sessions | ✔️ |
Codes and Tags 1 |
💡Via My Sessions | ✔️ |
|
Manage RONA Status
|
✔️ | ✔️ |
(see User Administration > N/A Reasons) |
✔️ | |
| 💡Via My Sessions and Attendant Console | ✔️ | |
|
Email Tasks 2
|
💡Via My Sessions | ✔️ 💡Handling in My Sessions |
|
Instant Messaging Tasks 2 or 3
|
💡Via My Sessions and Attendant Console | ✔️ |
| Task Parallelization and Task Parking | 💡Parked tasks are handled in My Sessions or Attendant Console | ✔️ 💡Parked tasks are handled in My Sessions or Attendant Console |
1 Requires Enterprise or Contact Center Service license.
2 Requires Contact Center Service license.
3 Requires Contact Center User license.
Companion
INC Transcription User Feature Matrix
Companion - Nimbus Admin Portal
AI driven features, that help administrate your Nimbus cluster, for example by providing AI-driven guidance and instructions.
Companion1 Features |
Description | |
| Companion Interface with Knowledge Assistant | Access to the “Knowledge Assistant” interface, which directly answers product-related questions, based on official Nimbus documentation. | ✔️ |
|
Companion Interface with Configuration Assistant |
The Companion Interface can also leverage a NImbus Configuration Assistant which can help with certain configuration scenarios4 such as setting up Virtual Users for Nimbus AI service bots. | ✔️ |
Companion - Nimbus User Portal
AI driven settings and features, that help improve your service's overall performance, for example by assisting Nimbus Users with AI-driven context, Live Caption, or Transcription functions.
Companion2 Features |
Description | |
| Companion Interface with Knowledge Assistant | Access to the “Knowledge Assistant” interface, which directly answers product-related questions, based on official Nimbus documentation. | ✔️ |
| Transcription | Automatic historic Transcription of calls | ✔️ |
| Summarization | AI-driven summarization of the interaction e.g., recap, issue, resolution | ✔️ |
| Codes Suggestion | Automatic code suggestions based on configured context fields. | ✔️ |
| Tags Suggestion | Automatic tag suggestions based on previous transcription context. | ✔️ |
| Auto-assign Tags and Codes | Automatic assignment of Codes and/or Tags once a confidence threshold is reached, without requiring manual suggestion review. | ✔️ |
| Live Caption3 | Automatic live captioning of ongoing customer/user interactions, requires Transcription | ✔️ |
1 All Companion Admin Portal features can be accessed by users in Admin Roles.
2 All Companion User Portal features that involve Service interactions require an Enterprise or Contact Center license on the Service, and a Companion license on the User. Usage requires Tenant Admin consent in Data Privacy Tenant Settings for the usage of Companion AI Features. Enabling the feature will invite a Nimbus bot to sessions in order to create a transcript of the interaction between customer, user and/or other 3rd-party participants, AI-driven bots and consultants. Configuration is done in Companion Service Settings and Extension Service Settings.
3 Live Caption is currently part of the Companion license. It will be a separate license in the near future.
4 Configuration Assistant capabilities respect the currently logged-in user permissions.
Modalities
INC Supported Modalities Matrix
Modalities are configured channels of communication that Nimbus allows and tracks for Reporting purposes. When a modality is disabled, Nimbus services or users cannot be contacted via this method. Once enabled, a modality allows either website-direct3 and / or service-based Task Queue and Distribution to service team users1 via the following channels:
| Audio/Video3 | Enables the user to handle Audio/Video tasks from services or directly.💡Enabled per default, cannot be unassigned. |
| Instant Messaging2,3 | Enables the user to handle Instant Messaging tasks from services or directly. |
| External Task2 | Enables the user to handle External Tasks from services. |
| Email2 | Enables the user to handle Email tasks from services. |
1 Modalities can be toggled on/off individually per user account, effectively enabling or preventing task handling within that channel.
2 Requires a Contact Center license on the service. Modalities and related workflows are configured individually per Modality Service Settings.
3 When using Nimbus Interact, direct company-website-to-user interaction is supported. This bypasses a service queue. Learn more by visiting our Use Case - Setting Up Interact.
Compliance Recording
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 Luware Solutions page and and the Introduction to Recording in the KB. Get in contact with your Luware sales representative if you require further information or a demonstration of features.