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Modalities & Features Requirements and Configuration Steps

An overview of the necessary configuration and settings for the different modalities and features.

The following table shows you an overview of the required licenses, configurations, and settings for the different modalities and features/add-ons available in Nimbus.

Modalities

	Audio/Video	Instant Messaging (IM)		External Task	Email
		For Services	For Users
Works with service license	Advanced Enterprise Contact Center	Contact Center	-	Contact Center	Contact Center
Prerequirements		Interact is enabled and set up for the tenant and service.	Interact is enabled and set up for the tenant and user.
	Required settings
Tenant Settings	-	Instant Messaging is enabled and the external guest accounts invited in Modalities Tenant Settings.	Instant Messaging is enabled and the external guest accounts invited in Modalities Tenant Settings. Instant Messaging Modality license is available in Licenses Tenant Settings.	External Task Modality license is available in Licenses Tenant Settings.	Email Modality license is available in Licenses Tenant Settings.
Configuration	An Audio/Video workflow is set up, see Workflows.	An IM workflow is set up, see Workflows and section Configure Your Instant Messaging Workflow in Use Case - Setting Up Instant Messaging. Optional: Create Service System Message Template.	Optional: Create Direct System Message Template.	An External Task workflow is set up, see Workflows.	An Email workflow is set up, see Workflows. A mailbox is set up, see Mailboxes.
Service Settings	Audio/Video modality is enabled in Modality Service Settings and an Audio/Video workflow assigned	The service has an Enterprise or a Contact Center license assigned in General Service Settings. The service has an Interact license assigned in General Service Settings. The service has Instant Messaging enabled in Modality Service Settings and an IM workflow assigned. Interact is set active in Interact Service Settings. The service has Instant Messaging enabled in Interact Service Settings.	-	The service has a Contact Center license assigned in General Service Settings. External Task is enabled and an External Task workflow assigned in Modality Service Settings.	The service has a Contact Center license assigned in General Service Settings. Email is enabled, an Email workflow assigned, and a mailbox defined in Modality Service Settings.
User Settings	Users are members of the service, see User Service Settings and Services User Settings.	Users have Instant Messaging enabled in General User Settings. Users are members of the service, see User Service Settings and Services User Settings.	The user has an Interact license assigned in General User Settings. Interact is set active and the user has Instant Messaging enabled Interact User Settings.	The user has External Task enabled in General User Settings. Users are members of the service, see User Service Settings and Services User Settings.	The user has Email enabled in General User Settings. Users are members of the service, see User Service Settings and Services User Settings.
Portal Settings	-	Users have been registered with the IM chatbot once.	The user has been registered with the IM chatbot once.	-	-
Related Pages	Call Handling Use Case - Creating a Call Workflow.	Interact Instant Messaging Instant Message Handling Use Case - Setting Up Instant Messaging Use Case - Setting Up Interact		External Tasks External Task Handling Use Case - Creating an External Task	Email Email Handling

Features/Add-Ons

	Attendant Console	Interact		Assistant		Live Caption & Transcription
		For Services	For Users	Portal	App
Works with service license	Advanced Enterprise Contact Center	Enterprise Contact Center	-	Contact Center	Advanced Enterprise Contact Center	Enterprise Contact Center
Works with modality	-	Audio/Video IM	Audio/Video IM	-		Audio/Video
	Required settings
Tenant Settings	Attendant Console license is available in Licenses Tenant Settings. Attendant Console Team Visibility is set in Extensions Tenant Settings.	Interact Service license is available in Licenses Tenant Settings. Interact is enabled and set up in Extensions Tenant Settings.	Interact User license is available in Licenses Tenant Settings. Interact is enabled and set up in Extensions Tenant Settings.	Assistant license is available in Licenses Tenant Settings.		Transcription license is available in Licenses Tenant Settings.
Configuration	An Address Book is created.	Optional: Create Interact Domain Templates (CORS).	Optional: Create Interact Domain Templates (CORS).	Optional: Create Direct Call Templates for users and Service Call Templates for services. Optional, for Contact Center licensed users: Create Skills, Skill Category, Responsibility Profile, and Not Available Reasons.		A Speech Recognizer is set up.
Service Settings	-	The service has an Enterprise or a Contact Center license assigned in General Service Settings. 💡Note: Instant Messaging modality only works with a Contact Center license assigned to the service. The service has an Interact license assigned in General Service Settings. Interact is set active in Interact Service Settings. At least one modality is enabled in Interact Service Settings and a workflow per modality defined in Modality Service Settings.	-	Optional, only for Contact Center licensed services: Assistant Conversation Context and Service Templates are added in Extension Service Settings.		The service has an Enterprise or a Contact Center license assigned in General Service Settings. The service has Voice Transcription/Live Captioning enabled and a Speech Recognizer selected in tab Virtual Assistants. 💡Note that Live Caption only works if both Live Captioning and Voice Transcription are enabled. The service has Live Caption/Transcription enabled in Extension Service Settings.
User Settings	The user has an Attendant Console license assigned in General User Settings.	Users have the corresponding modalities enabled in General User Settings. Users are members of the service, see User Service Settings and Services User Settings.	The user has an Interact license assigned in General User Settings. Interact is set active and at least one modality is enabled in Interact User Settings.	The user has an Assistant license assigned in General User Settings. Optional, for more functionality in Assistant: the user has a Contact Center license assigned in General User Settings. The user has a Direct Template added in Assistant User Settings. Optional, for Contact Center licensed users: The user has skills, responsibility profile, and Not Available Reasons defined in Skills User Settings, Profile User Settings, and N/A Reasons User Settings.		Users have a Transcription license assigned in General User Settings. Users are members of the service, see User Service Settings and Services User Settings.
Portal Settings	None. The Attendant Console automatically appears in the main menu (Portal) for the user.	IM Users have been registered with the IM chatbot once.	IM The user has been registered with the IM chatbot once.	-	-	None. The Transcription feature appears as a widget in My Sessions.
Other Settings	-	The Interact code snippet is embedded on your website.	The Interact code snippet is embedded on your website.	-	The Assistant Standalone app is installed on the user's machine. The user is logged in with their Nimbus user.	-
Related Pages	Attendant Console Attendant Settings	Interact Use Case - Setting Up Interact		Assistant Assistant Installation Assistant Configuration Use Case - Setting Up Assistant		Transcription

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