There are different Roles and Permissions in Nimbus that relate to, use or enact licensing. On this page we explain these roles and how you get your Tenant Administrator access configured. This will enable your technical teams to manage the Nimbus deployment without being members of the Teams themselves.

RolePurpose

TENANT ADMIN

Tenant Administrator

A Tenant Administrator has access to all Services and User Administration at your organisation. They also manage Resources available to all Services under the respective Tenant. One advantage of being a Tenant Administrator is that you do not have to be Team Owner or Member, but still can manage companywide Resources, Opening Hours or other Configuration-relevant items for any services within your Tenant.

(question) How can I get Tenant Administrator rights? Create a new security group in Azure AD (or choose an existing one) and send us its Object ID.


Create New Security Group

  1. Log into Azure Portal, go to "Groups" > "All Groups" 
  2. Click on "New Group " → A dialogue will open

Define Group Details

  1. Ensure the Group type is set to "Security"
  2. Name the group as you like to make the identification for you easier
  3. Add members to the group as needed

Tenant Name and Object ID

  1. Once your group is created, go access it's "Overview" details
  2. Copy the Object ID into an E-Mail 

  3. Send your Mail to your Customer Success Specialist

  4. When you receive the Go from us, sign in at https://admin.luware.cloud with any account from the created security group

(warning) Don’t forget that you need to be a member of this security group - group owners will not be taken into account.

(question) What about Partners? It is possible to give you and your partner tenant administration rights. In this case your partner can follow the same steps as above in their own Azure AD and provide us with their Object ID.

(question) Where to forward this ID? Contact your assigned Customer Success partner or create a request ticket via our helpdesk. We will then register the group's Object ID for your Nimbus tenant.

(question) Can I further delegate tasks? Yes, by assigning → Organization Unit Administrator rights to additional users on your Tenant. As a Tenant Administrator you can do this via User Administration.

OU ADMIN

Organization Unit Administrator

Organization Unit Administrators (or short: OU Admins) delegates with the same privileges as the Tenant Admin. However, their scope is limited to the configuration, service and user entities within their assigned Organization Units.

(lightbulb) OU Admins are restricted to managing user licenses. They cannot change service licenses.

(info) This table is just an excerpt. Refer to Role Access Concept for detailed permissions on all available roles.

Managing Licenses

Preconditions

License can only be managed by authorized users, see table above and Role Access Concept for more details.

  • License assignments for both users and services can only be managed using the Admin Portal.
  • To manage user licenses, your account must be an Organization Unit Admin or a Tenant Admin.
  • To manage service licenses, your account must be a Tenant Admin.

(warning) Keep in mind that assigning extra or higher-tier licenses will enable Nimbus Features that can incur additional costs. Please get in touch with your Customer Success partner to discuss your needs and details.

User Licenses

Applied via User Administration, these licenses enable additional tabs for the respective user. Learn more about each license and additional Apps by visiting the Nimbus Features page.

An example user with all licenses applied

(tick) Once a license was applied every administrator can start to set up the additional user details.

Service Licenses

Applied via Service Administration these licenses enable additional tabs for the respective service.

Nimbus offers different types of service licenses, tied to a set of individual Nimbus Features respectively.

Nimbus service types. Each selection is tied to an individual license.

(tick) Note:  A change in Service license settings may require changes to your user licensing 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.

Deciding which service type to choose

Refer to the table below to pick the correct service license based on your requirements.  Higher service license tiers include features from the previous tier(s).


 Advanced Routing
 Enterprise Routing
 Contact Center
Description

By default Nimbus is provisioned as a "Advanced Routing" service.

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 and create VIP- and Emergency hotlines.
Target AudienceCollaborative teams and customer services requiring flexibility with minimal setup effort.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.
Configurable Features

User groups and service users are directly tied into the channel system of MS Teams and sync automatically.



Call Distribution
  • Based on the "Queue" Workflow settings and user presence status.
  • 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.
  • Adds dynamic task handling to workflows. Allows you to check and react to a caller's queue status, e.g. to re-distribute long-waiting tasks to backup services.
  • Optionally, tasks can be handled on a "first-to-pick-up" basis for higher throughput.
  • Enables Skill-based user routing - freely allowing you to define your Skills and Responsibilities as criteria for call distribution.
  • Calls are distributed based on Distribution Policies in your services which ensure that users with the matching skills are pooled dynamically.

(tick) Once a license was applied every administrator (including the service owner) can configure the new features within the Service Settings.

License Downgrades

To downgrade from a higher tier licensing, any related Features and/or related data entities must be removed or unassigned.

A tooltip will inform about any constraints that prevent disabling the feature:


Downgrade fromFeatures that need to be checked / deactivated in order to downgrade
Enterprise Routing

(info) Note that individual user licenses can also be up- or downgraded via the User Administration.

Contact Center
  • Check anything from Enterprise Routing → above and disable related features.
  • Additionally you need to... 

(info) Note that individual user licenses can also be up- or downgraded via the User Administration. If you want to re-assign or reinstate your Contact Center license at a later point you might want to check Skills and Responsibilities and reconfigure your Distribution Policies accordingly to prevent unwanted an call distribution.

(question) Finished your downgrade checks? Once the steps are done get in contact with your service partner or Luware support to disable the feature for your service.

Luware Support
Websitehttps://luware.com/support/
Helpdeskhttps://helpdesk.luware.cloud 
Service Statushttps://status.luware.cloud/