📣Important Announcements

Please take note of the following long-term and ongoing announcements below:

^{End of announcements. Regular release notes continue below.}

19 November 2025 - 1.120 Release Notes

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

Web Request

Enterprise Routing Contact Center The Web Request feature allows you to create advanced integrations with third-party applications using HTTP requests from directly within a workflow, without needing external automation tools like Power Automate. This helps you to connect your workflow to external systems (such as CRMs, databases, or notification services) faster and more efficiently.

🤔 When to use Web Requests?

Whether Web Requests or Power Automate is more efficient depends on where and how the requests are executed. Web Requests are generally faster than Power Automate because they are executed directly within Nimbus, without relying on external services. This makes them suitable for workflows that send a few individual requests (for example, updating a single CRM record). Power Automate is better suited for integrations with Microsoft apps using predefined connectors, or for handling larger volumes of requests, though performance can vary depending on your Power Automate license and flow design.

Web Request Configuration

In the Web Requests configuration item, you can define and test web requests independently of the workflows they will later be used in.

💡Note that web requests cannot be deleted while they are in use. In the Web Request list, you can see which workflows are using each web request.

Using Web Requests in Workflows

You can find the Web Request Workflow Activity in Conversation Handling Activities. The related Use Case - Using Web Requests to Block Callers on a Blacklist shows a scenario step-by-step on how to set up and use a Web Request in a workflow.

Direct Call Reporting

With this release, we are introducing Direct Call Reporting, closing the gap between reporting Nimbus Calls and Direct, person-to-person Teams Calls outside of Nimbus.

This feature has many benefits:

• Complete visibility into all communication activity involving Nimbus users (Nimbus and Teams Direct Calls).
• Holistic reporting that supports better capacity planning and decision making.
• Enhanced transparency into time spent on direct customer interactions.

Direct Call Reporting can be enabled by a Tenant Admin in the Data Privacy Tenant Settings. Once enabled, the Provisioning script must be run to grant Nimbus the required permissions.

☝️Prior to enabling Direct Call Reporting, make sure to properly inform all affected users and have their explicit consent where required.

Captured data is exposed through OData, enabling seamless integration with the existing Reporting Model and flexible analytics tools. You are free to use the data as you need to get visibility into user communications for compliance, productivity, and customer analysis. Direct Call Data is written into the existing User Sessions table. Only a subset of relevant are populated for Direct Calls.

🔎The following pages include tables and additional information related to Direct Calls:

• Facts - Columns and Data Types
• Static Dimensions
• OData Feed
• Nimbus Reporting

Assistant - Consultation Call

Assistant now supports the possibility for Consultation Calls for ongoing inbound calls. Just as in Attendant - Consultation Call scenario, you have the possibility to consult with an expert before a transfer to either an internal contact or an external PSTN Number. This allows you to pass on information to the expert before sending the call over or conference it to a consultation call.

Clicking the Consult button during an ongoing call allows you to search for a contact or PSTN number and start an outgoing consultation call.

💡Note: The call must stay active in order to start a consultation call. Putting the caller “On Hold” will disable the consultation call option.

✅ If the expert accepts the call, you're connected to them, talking only to the the expert.   Decide on the option you want to go forward with:   Transfer - The caller is put out of hold, transferred to the expert. You're immediately freed up for further calls. Conference - Joins the call with all three participants in a conference.   Swap - Switches caller and expert on hold state. Hangup… (Hangup and Retrieve) - Ends the call with the consulted target and the caller is immediately retrieved from on-hold. Terminate - Ends the call with the consulted target. The caller stays on hold until the agent retrieves the call. Retrieve - Retrieves the call with the on-hold target.

❌ When your expert contact does not respond in time or declines,  A busy tone will be played to you and your call with the caller will be automatically resumed. 💡Note that you can abort the dialout at any time leading to the same results.

Consultation Conference

Clicking the Conference button combines the conversation between you, the expert, and the (on-hold) caller into a conference call. You can talk to both participants simultaneously or leave the conference clicking Hangup.

💡 The conference will persist as long as at least any two participants remain present.

If a call was successfully transferred to a contact target, or after you've left the consultation conference, you're free to take the next call.

Transfer Limitations

INC Transfer Limitation List

💡In the following we list all known Transfer limitations, either by design or external circumstances.

 

Transfer to PSTN: Licensing and Limitations

INC Transfer to PSTN Limitation

☝Nimbus and related addons can only perform PSTN transfers according to Microsoft's licensing and constraints.
✅ As Administrator you need to acquire Microsoft Teams phone licenses 

🤔Which PSTN licenses do I need to acquire?

Service Licensing

Target Service using any of the Microsoft | PSTN Connectivity options ▼	Licence to apply for Nimbus Services
Direct Routing	“Teams Phone Resource Account” 🔎  See:  Microsoft Learn | Direct Routing Plan Microsoft Learn | Microsoft Teams Phone Resource Account licenses
Calling Plan	“Teams Phone Resource Account” license, plus "Microsoft Teams Domestic Calling Plan" OR "Microsoft Teams Domestic and International Calling Plan" OR “Microsoft Teams Calling Plan pay-as-you-go”1 PLUS "Communication Credits" (if these aren't already included as part of your plan) 🔎 See: Microsoft Learn |  Microsoft Teams Calling Plans 1 Only required for Outbound Call functionality, also see “Ahead notice Pay-as-you-go Calling Plan licensing changes” below.
Operator Connect	“Teams Phone Resource Account” 🔎 See: Microsoft Learn | Operator Connect Plan

User Licensing

Target User	License to apply to Nimbus Users & Call Targets
All Users, including … + Agents that handle Nimbus calls + Attendant Console transfer and consultation targets.	“Teams Phone Standard”, each account having: “EnterpriseVoiceEnabled” 🔎  See: Microsoft Learn | Teams Phone Standard

☝Please note that Luware staff cannot give recommendations on which license plan is best suited for your needs. Depending on your scenario, additional Teams App licenses may be required. Exact details are to be discussed with your Microsoft contacts.

 

 

 

🤔How does PSTN licensing affect Service and call transfers?

Assuming that the initially called Service has (no) PSTN license assigned - the following scenarios may unfold:

Scenario A - Service A has a PSTN license. Transfers to other Services occur.

⮑ The PSTN license carries over throughout transfers to other Nimbus Services B and C.
⮑ As the license carries over, a PSTN transfer to an external target is possible from either Service.

Scenario B - Service B has no PSTN license. A Transfer to Service C occurs which has a PSTN license.

⮑ The customer skips over Service A and manages to reach Service B instead.
⮑ The PSTN license is missing on Service B, so nothing is carried over to Service C.
⮑ Even if Service C has its own PSTN license, a PSTN transfer to an external target is not possible.

🌟Learnings:

• Nimbus will use the PSTN license – and create a (transfer) Session – from the FIRST Service responding to a call. 
• Regardless of how many internal Service transfers are performed thereafter, the FIRST Service PSTN license remains in effect. 
• If a PSTN license is missing, the transfer task will fail and be treated accordingly by the System.¹
• Even if a Service being transferred towards has a PSTN license, it cannot be added in post, as the Call Session is already ongoing from the first-responding Service.

✅ For your licensing needs this means: If you require PSTN transfer functionality, you'll need to ensure that this Service is handling all your incoming calls.

• For ONE first-level / Front Desk Service, you'll need a PSTN license for this particular Service.
• For MULTIPLE first-level Services scenario, you'll need PSTN licenses for all first-level Services.

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¹🔎 Assumption: Workflow takes the normal “Exit” Announcement route and Service Session will conclude with a “Transfer failed” outcome. For more details on analyzing your Reporting results, refer to Nimbus Reporting and Static Dimensions > "Service Session Outcomes"

 

 

☝Note that handling and tracking of running cost for PSTN licenses is outside of the Luware support scope. If you however require assistance in extending and/or configuring your Nimbus Services for PSTN, our support will gladly assist you:

Luware Support Address

Luware Website	https://luware.com/support/
Luware Helpdesk	https://helpdesk.luware.cloud
Cloud Service Status	https://status.luware.cloud/

 

INC PSTN License Check Enforcement Notice

☝Ahead Notice: Microsoft licensing changes 

Amendment 03.09.2025: Added Operator Connect as affected customer base. Added clarification that Direct Routing customers are not affected.

Microsoft Licensing Change: What Nimbus Customers Need to Know About Calling Plan and Operator Connect Changes.

🔍 What’s changing?

Effective November 1, 2025: 

• Microsoft will enforce a significant licensing change that directly impacts how outbound PSTN calls are handled in Microsoft Teams—especially for services like Call Queues (CQ) and Auto Attendants (AA).
• This change affects all organizations using Microsoft Calling Plans for telephony and it might affect organizations using Operator Connect.
• The change has direct implications for Luware Nimbus customers in the following scenarios:
  • When using Outbound Call functionality, including Call On Behalf.
  • When using the Attendant Console for transfers to PSTN numbers.
  • When doing Workflow Transfers to PSTN numbers.

🔍 What’s not affected?

• There is no change for Direct Routing phone numbers.

🔍 You will find the full announcement on the MSFT Learn page, specifically “Changes to licensing required for Auto attendant and Call queue outbound PSTN calling”.  Excerpt quoted below - important parts highlighted:

Calling Plan

Starting November 1, 2025, a Pay-As-You-Go license will be required for Teams Voice Applications (Call Queues and Auto Attendants) Resource Accounts that use Calling Plan numbers for outbound PSTN calls.

The following scenarios will require a Pay-As-You-Go license:

• Outbound PSTN calls made by Teams Call Queue agents on behalf of a Resource Account
• Outbound PSTN calls made by Auto Attendants or Call Queues
• Callback PSTN calls initiated from Teams Call Queue or Teams Auto Attendant
• On-behalf-of calls made via Graph API and Phone System Extensibility

If Pay-As-You-Go licenses aren't assigned to the relevant Call Queue or Auto Attendant Resource Accounts by November 1, 2025, outbound calls will fail.

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Operator Connect

On November 1, 2025, the following outbound calling scenarios may no longer be available depending on your carrier/operator:

• Outbound PSTN calls made by Teams Call Queue agents on behalf of a Resource Account
• Outbound PSTN calls made by Auto Attendants or Call Queues
• Callback PSTN calls initiated from Teams Call Queue or Teams Auto Attendant
• On-behalf-of calls made via Graph API and Phone System Extensibility

Coordinate with your carrier/operator to ensure you continue to have uninterrupted service for these on-behalf-of outbound PSTN call scenarios. If the appropriate arrangements aren't made with your carrier/operator, then outbound calls made by agents on behalf of resource accounts, by auto attendants or call queues or via the Graph API and Phone System Extensibility will fail.

Your carrier/operator provides the details on what adjustments may be required.

🤔How does this affect Nimbus? 

Nimbus uses bots to initiate and monitor conferences well as monitor and report any Outbound Call calls and Call On Behalf of a Nimbus Service. Any transfer scenario also requires the Nimbus bot to take calls back safely.

This includes:

• CQ agents making calls on behalf of a Resource Account (RA)
• Callback scenarios configured in Call Queues
• Auto Attendants transferring calls externally
• Calls initiated via Graph API or Phone System extensibility

🧭 What is the Impact for Luware Nimbus Users?

For customers using Microsoft Telephony exclusively and leveraging Call On Behalf features via Luware Nimbus, this change means:

• You must replace existing Calling Plan / Operator connect licenses on resource accounts with Pay-As-You-Go licenses.
• Failure to do so will result in service interruptions for Outbound Calls initiated by Nimbus services, e.g. within either Attendant Console, Workflows in Contact Center routing.
• As highlighted in internal discussions with Microsoft, this enforcement aims to curb misuse but inadvertently affects legitimate use cases like those supported by Luware Nimbus.

 

 

✅ What you need to do

✅To ensure uninterrupted service: We urgently recommend for Customers begin transitioning to Pay-As-You-Go licenses well before November 1st to avoid last-minute disruptions.

1. Review all resource accounts configured for outbound PSTN calls.
2. Assign Pay-As-You-Go calling plan licenses to these accounts via the Microsoft 365 Admin Center.
3. Validate license coverage for all users and services involved in call transfers.
4. Consider setting up Communication Credits to fund Pay-As-You-Go usage if needed.

📞 Need Help?

If you’re unsure how this change affects your setup or need assistance updating your licensing, please reach out to your Luware Customer Success Manager or contact our Support Team.

INC Luware Support Address

Luware Website	https://luware.com/support/
Luware Helpdesk	https://helpdesk.luware.cloud
Cloud Service Status	https://status.luware.cloud/

 

 

 

 

Transfers and Context Handover

INC Context Handover Limitations

The Transfer of Custom Context Parameters works within Attendant Console. Currently Supported Scenarios are:

• Attendant - Safe Transfer → To User or Service
• Attendant - Blind Transfer → To User or Service
• Attendant - Consultation Call → Session Transfer not supported.²

Transfer	…to User	…to Service
By User on  Safe Transfer  Blind Transfer	✅ Call Data + Customer.Custom Fields  and  System Data. ⬜/✅ Custom Context Parameters only if enabled in respective Service Settings.	✅All Call Data + Custom Fields,  System Data and  Custom Context Parameter  …get transferred.
By Service…	❌ No Context gets transferred.1	✅All Call Data + Custom Fields,  System Data and  Custom Context Parameter  …get transferred.

CONTEXT TRANSFER LIMITATIONS

The following Context Transfer limitations are known. We are actively working to improve this in a future update.

• ¹ Workflows > “Transfer” Workflow Activity: A Custom Context Transfer from within a Service workflow to any target will not work.
• ² No Transfer out of Conferences: All MS Teams Conference calls - e.g. those created during Consultation via Attendant - do not support transfers, which also prevents Context Parameters from being handed over.
  → If you require Context to be transferred, use Blind Transfer or Safe Transfer scenarios respectively.

 

 

 

Transfers and RONA State

INC Transfers and RONA State

✅ Note: Only applies if “Persistent RONA” is enabled via Distribution Service Settings.

• When the target User is already is in RONA state.
  ⮑ A message will be shown after a transfer attempt is made: “Transfer cannot be started to a User, who is in a Nimbus Task”. 
  ⮑ There will be no extra User Session for Nimbus Reporting created.²
• When the target User ignores / doesn't answer the transfer (e.g. Timeout), Nimbus will not flag users with RONA state¹.
  ⮑ User Session in Nimbus Reporting marked “Cancelled”²
• When the target User actively declines a transfer will also not flag users with RONA state. 
  ⮑ User Session in Nimbus Reporting marked as “Declined”.²

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¹🤔 Why is RONA not applied in this case? When a User is a direct transfer target, they were not selected by the Nimbus Task Queue and Distribution system. In order to keep that user available to other Nimbus Services – e.g. after previous transfer / timeout – no persistent RONA state is applied.
² Depending on the Attendant Console transfer scenario (safe/blind), the call will return to the initial User or be lost. This is not related to RONA behavior.

 

 

Transfers and Nimbus Reporting Outcomes

INC Transfers and Nimbus Reporting Outcomes

🔎Rule: Last Outcome

 Rule for Nimbus Reporting > Outcomes & Sessions List Task Results:  The overall Service Session outcome in a “Transferred-by-user Scenario” is set according to the outcome of the last User Session.

 

Transfer Scenario	User A - Session 1 Outcome	User B - Session 2 Outcome	Expected Service Session Reporting Outcome1
User A blind / safe transfers to Internal Destination B, which accepts	Transferred Internally	Accepted	User Internal Transfer Successful
User A blind3 transfers to Internal Destination B, which does not respond (ignore)	Internal Transfer Failed	Cancelled	User Internal Transfer Failed
User A safe4 transfers to Internal Destination B, which rejects, Customer terminates afterwards.	Accepted	Declined	User Accepted
User A transfers to Destination B Voicemail 2,5 directly	Transferred Internally	None, as no User Session is created for user B.2	User Internal Transfer Successful

¹ See Nimbus Reporting Model >  Static Dimensions > “User Session Outcomes”

² Voicemail and Reporting: Any direct "Transfer to Voicemail" Actions via Attendant Console are not creating a new User Session or any related User State checks for the Nimbus Reporting Model.

³ Blind Transfer behavior: When the destination doesn't accept – and has Voicemail or any other forwarding activity enabled – the transfer will not reach Voicemail nor the forwarding target. This is expected Contact center behavior and avoids the loss of calls.

⁴ Safe Transfer / Voicemail behavior: When the destination doesn't accept - and has Voicemail enabled - the transfer will NOT reach the Voicemail. This is expected Contact Center behavior to avoid a potential call loss. 

⁵ Disabled Voicemail: Nimbus cannot check ahead if voicemail is enabled for a user, but the “Transfer to Voicemail” UI element is always shown. Also refer to the “Transfer to disabled Voicemail” limitations.

 

 

Transfer to MS Teams Auto Attendant / Call Queues

INC Transfer to Teams Auto Attendant and Call Queues Limitation

☝Transfers towards the UPNs of Teams-native Auto Attendants’ or Call Queues’ Resource Accounts will fail. Based on the PSTN connectivity option used, transfers towards the Resource Accounts' assigned phone numbers will work as summarized in the table below.

Transfer Type	Direct Routing	Calling Plan	Operator Connect
Attendant - Safe Transfer	🛠	❌	❌
Attendant - Blind Transfer	✅	✅	✅
Attendant - Consultation Call	🛠	❌	❌
Workflow Conversation Handling Activities  > Transfer > “Leave Nimbus”  disabled	🛠	❌	❌
Workflow Conversation Handling Activities  > Transfer > “Leave Nimbus”  enabled	✅	✅	✅

🤔 Why are transfers failing? Is there a workaround?

🔎Analysis: This is caused by Microsoft Teams limitations on what voice applications (such as Call Queues, Auto Attendants, and Nimbus) are allowed to do. This cannot be circumvented by Nimbus.

🛠 Workaround: For these transfer types to work, Reverse Number Lookup (RNL) has to be disabled in the Resource Account's Phone Number Assignment. RNL can be disabled by executing the following Teams PowerShell command:

Set-CsPhoneNumberAssignment -PhoneNumber <phone number assigned to the CQ/AA resource account> -ReverseNumberLookup SkipInternalVoip

⮑ After disabling RNL for a Phone Number Assignment, Teams will automatically forward the call to the Direct Routing SBC, which then needs to redirect it toward the Resource Account of the Call Queue or Auto Attendant.

 

 

 

 

Transfers to Voicemail

INC Voicemail Limitations

☝No Voicemail feature lookahead possible: Currently, there is no way to check ahead if a transfer target (MS Teams User) has Voicemail features enabled. This is a design limitation by Microsoft which Nimbus currently cannot circumvent. 

☝Voicemail feature IT policies: Additionally, the Voicemail feature may also be deactivated as part of a tenant-wide IT policy by your administrator. There are also known cases where Microsoft accepts transfers to Voicemail but the recipient has no means to check (e.g. due to MS Teams Client / License restrictions). 
→ We highly recommend using “Transfer to voicemail” related Nimbus features only in case Voicemail is generally enabled for the Microsoft Teams user.

☝Unsupported Scenario - PSTN call forward to Voicemail within own Tenant: When inviting an internal user via PSTN (e.g. in a Attendant - Consultation Call scenario) with Voicemail forwarding enabled:
⮑ The call will be redirected, but the receiving user will not hear anything.
⮑ In Nimbus the call will fail.

🔎Analysis: This scenario is unsupported because MS Teams will auto-resolve the PSTN Number and generate a federated call. The Nimbus bot will run into a timeout and the receiving user will only get an empty Voicemail. 

 

 

 

 

 

Twilio WhatsApp Integration

You can now connect Twilio to Nimbus to receive WhatsApp messages directly in Nimbus. This feature can be enabled by a Tenant Administrator in Modalities Tenant Settings:

💡The Twilio WhatsApp integration requires Instant Messaging to be enabled and set up. Refer to Use Case - Setting Up Instant Messaging for detailed instructions.

Deep Dive: Instant Messaging integration paths

INC Instant Messaging Integration Channels

There are two integration paths that allow to bring Instant Messages to Nimbus users. 

Path	Path Description	Related Pages
via Interact	The customer reaches out to either services or users directly via contact widgets on a website. The widgets are HTML code containing a service or user-unique code. They  that are embedded by a website admi The Interact SDK provides the multimodal chat functionality behind the website widget. The SDK can also be used to implement customer-specific UIs or functionality. The Nimbus Interact configuration determines individual service and user settings, allowed modalities. Depending on the path, incoming customer chats are now distributed by the service or directly routed through to users. The interaction is handled directly in MS Teams.	Setup: Use Case - Setting Up Interact Use Case - Setting Up Instant Messaging  Use Case - Enabling Additional Authorization for Interact Interact  Interact SDK ACS Instance Setup  Interact Domain Templates (CORS)  Interact User Settings  Interact Service Settings
via WhatsApp	The customer reaches out via their WhatsApp client. The Service is represented via WhatsApp Business account. The Twilio Integration validates authenticity of the WhatsApp Business account and phone number, then provides a messaging Service API to use by Nimbus.  The Nimbus Provider Connector authenticates with the Twilio Service API. Service Owners embed the configuration in their service settings, distributing incoming chats via workflows. The chat interaction is handled in the Nimbus UI.	Use Case - Setting up a WhatsApp integration in Twilio  Provider Connectors  Messaging Entries  Modalities Service Settings

 

 

The Use Case - Setting up a WhatsApp integration in Twilio provides you detailed step-by-step instructions on how to set up a WhatsApp integration in Nimbus using Twilio.

Other Changes and Improvements

• Input Customer (Advanced) - Max Number of Retries - The Input Customer (Advanced) Workflow Activity now supports Max Retries/Timeout. If enabled, a maximum number for retries can be defined that overwrites the default timeout behavior.
• Parameters in Check Parameter Workflow Activity  are treated case-insensitive (ignoring capitalization) now during validation and comparison (e.g., "UserID", "userid", "USERid" are all treated the same).
• Updated Power BI Template 1.120. Learn more in the Nimbus BI Template Release Notes.