FAQ and Troubleshooting

Support Contact, Common issues and solutions

In some cases Nimbus might not behave as you would expect. As we constantly update this products, certain menus or concepts may still change.

To address some of these issues, we regularly update this section with common use cases and address frequently asked questions based on feedback we get. If your issue is not covered here and can't be found anywhere else in the knowledgebase, contact our support.

Nimbus Support Address

Luware Support Address

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

FAQ - Frequently asked questions

This section covers frequently asked questions and will be expanded over time. Also check out the Nimbus Glossary and explore the Introduction to Nimbus where we explain our concepts and thoughts behind Nimbus.

Issue / Question Area Possible Solutions
I'm new to Nimbus, where do I start? Getting Started
  • Check the Release Notes regularly to stay informed of new changes and additions to Nimbus.
  • We highly recommend team administrators and leaders to read Nimbus Installation as it has some good first pointers on rolling out the system productively.
 Some more pointers to get started, sorted by user role

Some more pointers to get started, sorted by user role

Users Recommended topics to read






(Service Users)




(Service Users)

  • After your first login, we also recommend heading to your User Preferences (Portal) to change the language to your needs.
  • Visit the Usage of Nimbus page which explains general UI/UX concepts and leads you into further topics.
  • When enabled for your service, additional applications like Attendant Console and Assistant might be of interest to you.
All new Nimbus users


💡 You can also browse the KB via our Page Index to get an overview of all available topics.

How can I stay informed about Nimbus Updates.

Features and Updates

If you are an administrator and want to stay ahead of system maintenance and outages, please head to https://status.luware.cloud and subscribe with your Mail address. We inform our customers about any pending maintenance tasks and (un)expected system downtime.

In case you want to be informed on latest feature updates you can always check the Release Notes and/or subscribe to our Newsletter.

What's the difference in Enterprise Routing and Contact Center for configuration and functionality?

Enterprise Routing - The configuration is made via admin.teams and in the teams Nimbus client by the team owner. Agents are assigned as team members.

Contact Center - configuration is made via admin.luware.cloud. Agents are assigned with skills which makes them members of the Contact Center.


🔍 For a direct comparison of features and available options, visit our Nimbus Features page. You can also read about our Service Types.

My Nimbus App won't load Technical Issues
  • Switch away from the app to another MS Teams view and then retry.
  • When using Nimbus in your browser, try emptying your cache.
  • Try the same login within a different browser.

🔍 Nimbus runs on Azure Cloud services. On https://status.luware.cloud we inform our customers about maintenance and (un)expected system outages.

☝ When your Nimbus remains unrepsonsive for several minutes but other Teams applications work normally, check https://status.luware.cloud first. Contact Luware Support if the problem persists.

My Nimbus App loads but behaves unexpectedly in some areas Technical Issues
  • When using Nimbus in your browser, try emptying your browser cache, then refresh Nimbus with CTRL+F5 to force a reload.
  • Try using the teams web app and see if the problems and symptoms are identical.
  • Check https://status.luware.cloud for related system impediments. If nothing is communicated, please contact Luware Support.
Incoming calls are sometimes shown with a cryptic ID instead of the Nimbus service name Technical Issues

This is a Microsoft / Teams issue that we unfortunately cannot resolve on our end.

Nimbus does send the Service name to establish the call, but it's not always resolved correctly.

When putting a customer on hold, two waiting music tracks are played on top. Technical Issue / Configuration

KNOWN ISSUE Two on-hold (wait) music tracks played simultaneously. When using the MS Teams-native "On-Hold" button during a Service call, the caller will hear both the Service-workflow defined playlist and the MS-Teams default wait music simultaneously.

Workarounds and Analysis...

Analysis: Currently Nimbus has no way to detect if the MS-Teams music is enabled on the service tenant. This issue appeared due to a recent change by Microsoft. We continue to monitor the situation, but currently do not have a direct option to fix this.

→ Workarounds:

💡 If you do not want to disable on-hold music for your entire tenant, create a separate poli



My Nimbus team won't show up in teams client  Configuration
  • Check for "Hidden Teams" at the bottom of your list.
  • Check which Azure Account is currently logged into Teams.
  • If you still cannot find the team, contact your Tenant administrator
The Nimbus tab is missing  Configuration
My service is not reachable Call Handling / Configuration

Check that you are using the UPN / Phone Number as defined in within the Service Settings. Use the "Test Call" option therein.

Check back with your local Tenant Administrator if the service has been provisioned correctly as described in Nimbus Installation.

  • With access to the Administration you can check if the affected Service appears as "SUSPENDED" or otherwise inactive.
  • If you still cannot reach your service, contact Luware Support.
Why does Nimbus need external access and guest users? Tenant Administration

There are two means of access that allow Nimbus to operate:

  • External Access = Nimbus can see Simple Teams Presence
  • Guest Users = Nimbus can see Extended Teams Presence

Nimbus uses these extended permissions to enable presence-based features, primarily for targeted call distribution and updating availability in the frontend UI.

☝ If you want to keep using "Presence Privacy Mode" on your Tenant you need these guest account. Otherwise Nimbus cannot route anything. Learn more on Use Case - Tracking extended user presence via Azure guest accounts.

💡 You do not need both, but we recommend it for best performance of call distribution in Nimbus. The guest accounts are used as primary source and - in case of a problem - the normal Teams Federation acts as a fallback.

What does the service provisioning script do? Service Provisioning

More information is provided at Provisioning via Microsoft PowerShell.

Do you also support runbook to automate provisioning? Service Provisioning

Runbook is currently not working and not supported due to a technical blocker on Microsoft side. Luware will continue to monitor the situation and communicate any news in the Release Notes as the circumstances change.

Even with my native language in the UI selected, 
some translations seem to remain in English

We permanently update Nimbus with new features, which could result in some translation keys (individual UI elements) being left in base English initially.

Please note:

  • Some key terms and concepts - mainly those in our Glossary - may be left in English to unify search terms in our Knowledge Base and make discussion with our support easier.
  • If you still identify illogical translations or sentences, don't hesitate to contact Luware Support and send us a screenshot.
Can we use SIP phones with Nimbus? Call Handling

Nimbus uses the Teams bot for in- and outcoming calls. You can use SIP phones in Teams and thus together with Nimbus and Attendant Console.

🔍 More about the SIP Phone support in Teams can be found here: here Plan SIP Gateway - Microsoft Teams | Microsoft Docs and here Configure SIP Gateway - Microsoft Teams | Microsoft Docs

Usage of SIP Gateways requires configuration on your organization's firewall, e.g. to open ports and bypass of the proxy for Teams traffic.

How long can my playlists be?

An excerpt from our Playlists page:


  • Max Playlist items: There is no limit to max items in a playlist. We recommend a maximum number of 15 resources (songs, audio cues) in a playlist.
  • Song length: No song- length limitations. Please note that upload may fail when they take longer than 30sec or exceed 50 MB.
  • Timeout dependency: Keep in mind that your workflow elements may have a timeout configured. Depending on that the playlist may be cut short or repeat.
What kind of files can I use for songs?

An excerpt from our Resources page:


  • Recommended file format: .wav, single-channel, 16-bit samples with a 16,000 (16KHz) sampling rate
  • Supported File formats: wma, wav, mp3 
  • Recommended maximum size per file: 50MB
Do you guarantee SLA's? Service Uptime

SLA's are defined in the Luware Cloud Service Description, available in our Documents section.

💡 You can also check service uptime via https://status.luware.cloud/

Where can I find abandoned calls? Reporting

"Abandoned" is often interpreted in a differentiated way. In Nimbus there are different outcomes for calls: Nimbus Reporting Model.

💡 Based on this, a customer can pick the necessary outcomes that constitute "abandoned" for him. The sum of the calls in these outcomes represents the abandoned calls. 

Where can I find the SLA configuration value for the service? Reporting

Certain SLA values can be changed via General Service Settings.

💡 Note that SLA are is not part of the historical Power BI. The configuration is only used for real-time reporting dashboards

Where can I find the number of transfer attempts? Reporting

We currently do not track transfer attempts in the reporting. In Nimbus, a transfer is always considered as successful.

If a transfer comes back then the call is not considered transferred and thus will have a different outcome. 

At what stage can a call recording be started? Recording When a call is handled by an Agent who is a “recorded user” then it can be recorded for this Agent as soon as they accept the call.
When does recording end for a call? Recording

A recording terminates when:

  • The call terminates
  • The call is transferred
Has an Attendant Console operator have the option to manually record calls? Recording Yes, however not inside Nimbus. Only from the Recording app

Use Case Listings


As Nimbus gets more features and complexity added, our Knowledge Base will steadily expand with Use Cases that cover various aspects in a "step-by-step" fashion. Follow them to get a good understanding of the structure and concept behind Nimbus.


INC Use Case Support Disclaimer


Use Case contents listed on this page have been created as examples

🤔 What does this mean?

  • Our documentation was created within the versions of 3rd party products (e.g. Salesforce, Zendesk or other vendors) available to us. Your personal version or licensing type of 3rd party products may vary and change over time, resulting in limited or missing functionality.
  • Luware and Nimbus Support cannot guarantee that the example scenarios will work in every (future) customer scenario. Please consult your 3rd party manufacturer to determine whether your product version supports the functions and interfaces mentioned in our Use Cases. 
  • Luware and Nimbus Support does not cover integration setup and administrative scenarios with any external systems mentioned in the documentation (e.g. Salesforce, Zendesk, Microsoft Dynamics, and other 3rd party manufacturers).
  • Luware does not provide support nor guarantee the executability of Use Cases in your environment.

→ Please ensure that you run your own internal testing before rolling out any large-scale integration into productive systems.

→ If you need further support for your Nimbus integration, please reach out to your account manager or customer success specialist.


🤔 On which topics can I get support on?



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