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13 May 2024 - 1.93 Release Notes

🔖 This is a major feature update, bringing many new changes and options into Nimbus. This update will be rolled out sequentially on our clusters: 

Cluster Update on
United Kingdom 01 / Switzerland 02 13.05.2024
Switzerland 01 / Germany 02 14.05.2024
Germany 01 15.05.2024

Dashboard Widgets - Service / User Limitation

To keep the performance on huge Dashboard Widgets manageable, query limits of 200 users / 200 services each were introduced on filtering, e.g. when large Organization Units containing many users and services were selected as “Data Source”.

  • A warning and counters are shown when a total user / service count limit is exceeded.
  • The limit applies summed-up across all widgets on the same Dashboard.

✅ Service Supervisors - Action required on large Dashboards: Your Dashboards created before this change will not be adjusted retroactively to avoid overwriting your settings and preferences. However the warning will also also be shown when your Dashboard exceeds the amount of allowed users/services. In such cases, no data will be shown until the “data source” settings of the widgets are corrected.

You will need to manually adjust your Dashboard user / service Widgets in order to get under the warning threshold.

Added counters below the Organization Units / Users / Services selection fields. A warning will be shown when the amount of maximum items is exceeded.

Assistant - Blind Transfer

💡Only for incoming calls - Added a “Blind Transfer” button in Assistant for ongoing service calls. Clicking it allows to search for a name or type in a PSTN Number to quickly transfer the call towards.

Blind Transfer button (for inbound calls).
Type a name or dial a target PSTN to transfer towards.
The “blind transfer” button in Assistant opens an outbound call window for transferring the call.

Historical Sessions - Service Session Details

  • Introduced a Service Session Details Popup in the Historical Sessions view.
  • The session details popup shows call metrics, users involved, Codes, Tags, Session Details for a service session.
New Historical Sessions “Details” popup

💡 Note: Session details are shown as configured in Extensions Service Settings per service. Historical call details are only stored when the “Store Conversation Context Data” setting was enabled back when a service session was concluded.

Learn more about saving Context Data…

INC Store Context Data

GDPR After a service task has concluded, any historic session and customer context data – e.g. as shown in the My Sessions widgets – will not be stored by Nimbus.

As a result:  
⮑ the "Session Details" of any historic task records will show “Not Available” instead within My Sessions and Historical Sessions. 
⮑ Previous custom Parameters  / and  Conversation Context items (e.g. Customer details or URLs dynamically retrieved via Nimbus Power Automate Connector) may not resolve or open correctly anymore.

This storage behavior can be changed by enabling the “Store Conversation Context Data”.

Historical storage of Context Data

☝ Note that the “Store Conversation Context Data” option is disabled by default as potentially sensitive caller data can appear in historical records and seen by Administrators (e.g. via Historical Sessions). The setting must therefore be enabled by a service owner (Opt-in).  
💡Enabling this setting has no retroactive effect, meaning that only data after enabling this setting will get stored.


🤔What happens when I enable this?

☝ Task information / Session detail data is stored per service session on call termination (transfer by workflow or user).

  • The following is stored per session in both My Sessions and Historical Sessions 
  • On historical (concluded) sessions within My Sessions  
    • ... the "Embedded Context widget" will resolve the currently configured URL with a previously saved call information. This means that also historic sessions will use the link currently configured in the Extensions Service Settings .
    • ... the separate "Open Context" link remains clickable if at least one Conversation Context URL is currently configured.
    • ... the "Session Details" widget will still show Custom and Customer parameters if available.

☝ Default "My Session Parameters" user data is not stored as it is retrieved dynamically from the internal user directly of your Tenant. 


🤔What happens in service transfer scenarios?

Nimbus always stores live context on transfer to services (either initiated by workflow or user). The "Store Conversation Context Data" option will have no impact there. 

☝ However, enabling the "Store Conversation Context Data" setting will cause such live context data to be stored as historical record after call termination. This also applies on each transfer between services, creating a historical record entry for each service that has the setting enabled. 

In an example transfer scenario this may cause historical data to “accumulate” between services, as data gets updated and appended.

Example - Transfer from Service A to B to C:

Parameter Service A  ► transfer to Service B ► transfer to Service C
Customer Name John Doe John Doe John Doe
Spoken Language German <Not Relevant> <Not Relevant>
Gender <Not Relevant> Male <Not Relevant>
Ticket ID #1111 #3151 (overwritten Ticket Parameter) <Not Relevant>
“Store Conversation Context Data”  enabled
Stored Historical Sessions data shown John Doe (1)
Not used

John Doe  (1)
Not available (not stored)

Not available (not stored)

Not available (not stored)

John Doe  (1)
German (from Service A)
Male (from Service B)
#3151 (from Service B)

 (1) The user name will always be resolved from a UPN / PSTN when it was found within the existing O365 user directory.


🤔How long is data being stored?

  • Caller info is updated on a “terminated”  workflow Trigger Events and stored for a maximum of 30 days for the last available service session (in case of transfers).
  • Conversation context data will also be stored for failed/killed calls.
  • After 30 days the data is cleared. This also happens when either the service or tenant is being unprovisioned when Uninstalling Nimbus

☝ Best Practice: If you wish to store critical or personal session data permanently, you need to do so during an active session and within a system of your choice (e.g. a CRM or Database).


🔍 Whitepapers: You can also learn more about the data retention policy in our whitepapers, available in the Documents section.




Power BI Improvements

  • DayOfMonth which is used in the Sessions Overview tile "Session Volume by date and Hour, % Handled Rate" has been updated to ensure that it sorts in chronological order.
  • When drilling down to the day of month, the data is now sorted in a meaningful way:  
Updated sorting in the “Session Volume by date and Hour” widget

✅To receive these template you need to update to the latest Nimbus Power BI Template provided by Luware. Please also refer to the Nimbus BI Template Release Notes for further details on changes.


GDPR - Historical Data Retention Settings

  • Data Retention Time 
    • New: Added a “Data Retention Time” setting to Tenant Administration > Data Privacy.
Data Retention Time setting
  • 💡 This setting is currently read only. We plan to make the retention threshold setting user-configurable in the near future (up to 24 months).
  • Unchanged behavior: Historical data exceeding the retention time is purged within the next 24 hours.

Service Distribution Settings - Auto Redirect in Emergency Case 

Added a new toggle Auto Redirect in Emergency Case in Distribution Service Settings. You can define where to forward calls when they are being blocked by Nimbus. 

 Currently, there are three options for redirecting calls:

  • PSTN number
  • User UPN
  • Service UPN

☝️ Note: This feature is meant as a fallback during technical analysis of service degradation/downtime to allow to route incoming calls to a temporary (emergency) number. Calls will be blocked from being handled in regular workflows and distribution, allowing Luware technicians to perform maintenance and analysis.

💡Note that an “Emergency Case” is engaged and managed by Luware System Administrators. When it applies, Luware support blocks the calls on cluster level. In such case you will find more information on


Power Automate Connector - Address Books limitation

Added character limits per Address Books contact properties within Power Automate Connector > Flow Actions. Specific backend error messages will be shown when these limits are exceeded.

INC Address Book Limitations

Address Book Field Size Limitations

Please note that Address Books fields underly size limitations. When exceeded, the Nimbus Power Automate Connector will return a 400 Bad Request.

Learn more…

Area Field Limitation
Contact ExternalId 128 characters
  Firstname 64 characters 
  Lastname 64 characters
  Displayname 256 characters 
  Initials 16 characters 
  Company 64 characters 
  Department 64 characters
  JobTitle 128 characters
  UPN 128 characters
IMAddresses IMAddress 128 characters per address, 
maximum of 10 addresses 
Emails EmailAddresses 128 characters per address, 
maximum of 10 addresses 
PhoneNumbers  Businessphones
32 characters per phone number, 
maximum of 10 phone numbers (per type) 
Address Adresses Not more than 10 addresses 
  Street: 1024 characters 
  City:  128 characters 
  Country 128 characters 
  State 128 characters 
  Postal code 40 characters 
CustomFields External.CustomField Maximum of 20 custom fields
  name 64 characters 
  value 1024 characters

Other Changes and Improvements

  • Adaptive Cards “Solved”  status -  Fixed an issue that prevented Adaptive Cards with status “New” from being marked as “Solved”. ☝ Please note that this fix will only work on newly incoming Voicemails and their corresponding Adaptive Cards.
  • Extensions Service Settings "Store Custom Context Data" option
    • Historical Data - Fixed an issue that prevented Custom Parameters from being correctly stored historically, according to the "Store Custom Context Data" setting individually enabled per Service Settings.
    • KB: Updated the "Store Custom Context Data" wording to make its effects more clear, when storing (potentially private) parameter data in a Multi-Service Transfer context.
  • Workflows
    • Workflows > Input Customer Activity (IVR) - Improved internal handling of DTMF inputs to speed up processing.
    • Workflows - Fixed a workflow scenario issue that prevented IVR recognition after previous transfers.
  • Instant Messaging / Interact
    • Added support for emojis within chat.
    • Updated limit of 249 characters for the initial chat topic (service name + customer's name).
  • Other Fixes and Improvements

Around the corner:

☝These feature are postponed as we prioritize infrastructure improvements in our current major updates. We do however still want to keep you informed about features dropping soon™. Knowledge Base pages will be provided in the coming weeks to explain and onboard into these concepts. 

💡As always our Release Notes will inform you as we roll out these changes in productive clusters.

Upcoming Feature: Elimination of audio delay for outbound calls

From our Release Note History:

Improved delay handling during outbound calls, causing customer and agent to hear each other only after a while. Customer and Agent should now hear each other immediately.

📅 Update 8.5.2024: On internal testing, this feature already works on our Innovator clusters. Full production deployment of this feature however is still pending, as Microsoft has not yet rolled out dependent functionality globally for all MS Teams tenants. Therefore we cannot safely roll this feature out for all clusters yet.

✅ With an upcoming release we will allow for a tenant setting (manageable only by a Luware System Administrator) to use the new implementation (less delay) or the old one (more delay).


Still pending: Power Automate Connector certification

The Nimbus Power Automate Connector should still be installed as “Custom” variant (and not from the store) until further notice.

We apologize for this delay, as certification and rollout are also reliant on Microsoft dependencies, including a currently ongoing Power Automate UI and design rework. This also has an impact on our Power Automate Use Cases and the scenarios described therein.

🔎 You can find a comparison between Custom Connector types and inform yourself ahead of time about the pending Connector Migration to the certified variant. We will inform as soon as the re-certification has been done and will provide updated documentation in our Knowledge Base.


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