The "Services" view allows administrators to manage, edit and remove existing teams under their tenant.
This view is available to all admin roles of Nimbus.
The main table lists Service details as follows:
|Column||Description / Purpose|
Clear Name of the Service
Retrieved from the to the "Team" name of Microsoft Teams upon Service creation
When assigned via Service Settings > PSTN a number is shown here.
Please make sure to read the Installation Prerequisites on details and limitations regarding PSTN / Phone number assignment.
The states (from top to bottom) are as follows:
Date when Service was first provisioned.
Also see: Nimbus Installation
User Assignment Type
Each Nimbus service can be of a different user assignment type that determines how users are associated to this service:
Why is this setting locked on existing services? The user assignment type is determined during service creation.
|Number of Users|
Users currently assigned to this service, regardless of Service Type.
For "Microsoft Teams Based" services this number corresponds to the team members + owners combined, as retrieved from Microsoft Team's channel.
Services with user assignment type "None" do not have users.
|License||→ See "Licenses" chapter below.|
Quick Access (Icons)
Provide access to specific Service views and options:
As administrator you have access to the task list as it is also shown in the Dashboard of the corresponding Service. The main difference here is that you are able to remove tasks → See note below!
Since task lists can get very large, make use of the filter by typing into the free-search field.
Tasks marked with "Issue" indicator were reported by frontend users of Nimbus, e.g. via the Attendant Console UI.
Removing Tasks / Unblock Calls
You can remove tasks (e.g. to stop blocked calls) from the list via the "Delete Task" icon.
Note that ANY task can be removed from the list - including those that are still running normal.
- Check the "State" and "Source" of the call to see if it matches what has been reported to you (e.g. a customer was stuck in "Queue")
- Use this function only when a task is "stuck" (e.g. due to an erratic call state or system backend malfunction).
- Please note that task removal will also immediately terminate related call sessions. → Removed tasks are marked as "failed" in the backend, but are not shown in the Service's Reporting and do not negatively impact the Service's KPI.
- Make sure to inform any involved Nimbus users / service owners before performing this action on a larger scale.
Important: Task removal should be done as an exception to unblock services or users. Please let us know about any ongoing or reoccurring issues that cause "hanging" tasks so the underlying issue can be addressed.
Creating a new Service
Services manually created via administration are detached from the usual "Microsoft Teams Based" Nimbus services. Their user assignment is currently by default "None" and special rules apply.
Noteworthy points on "IVR" service creation
When creating a "no-user" service, the following points are worth noting:
- Service Provisioning steps are still required, the service is otherwise not operable.
- The service does not relate to a "Team" and thus is not assigned to a channel or user list. The main purpose of such a service is call forwarding (e.g. an "IVR Service").
- "Queue" Activities in Workflows are not allowed as they would would require assigned service users for call distribution. By default an IVR Workflow Template is provided as a valid example. Workflows with "Queue" steps are omitted from the list.
- Context and Extensions tabs (usually shown in Service Settings for Nimbus users) are hidden as there is nothing to handle or configure in that aspect.
All "Administration" user roles have the possibility to access and edit these type of services (on their respective tenant).
Editing an existing Service
To change Service Settings on any existing service, click on the "Edit Service" icon.
- Some service changes (name, PSTN number, licence) require you to re-run the PowerShell script.
- Some service setting details may be permanently locked in after creation or restricted by Roles and Permissions.
Runbook and Powershell Scripts
Our Powershell script makes the Nimbus Service on-boarding process on your tenant more convenient. See: Provisioning via Microsoft PowerShell.
Optionally, Runbook can further automate the process of having to grant your Tenant Admin consent for each service change. See How to deploy Microsoft Runbook.
Setting up runbook can be useful in case you need to:
- Onboard a series of Services within your tenant in rapid succession.
- Regularly (expect to) update Service details such as the a Service's UPN or E.164 Number.
- Quick support in testing phases or support temporary service creation / deletion situations.
The license determines the amount of Nimbus Features accessible to users of that particular service.
What are the different License types?
Nimbus offers different types of service licenses, tied to a set of individual Nimbus Features respectively.
License settings are applied to users as well. For example: Any Contact Center service also requires at least one Contact Center user license in order to operate.
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).
By default Nimbus is provisioned as a "Advanced Routing" service.
|Enterprise Routing offers more workflow flexibility and additional 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.|
|Audience||Collaborative 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.|
User groups and service users are directly tied into the channel system of MS Teams and sync automatically.
You can configure Opening Hours and Workflows freely for each of your services.
Enables further Settings for Outbound Service Calls and Context.
Adds more Service Configuration options and Workflow Templates to pick from.
Allows for Codes and Tags to be made available to your users, e.g. to track Service Status, Upselling, Task Resolutions, etc. in your Power BI historical reporting.
Enables Distribution Policies to distribute to dynamic user groups based on skills instead of relying on fixed MS Teams / Member / Owner structures.
Allows for After-Call-Work (ACW) to shield users from further tasks, configured individually in the Distribution Service Settings.
Based on the "Queue" Workflow settings and service user presence status.
Tasks are distributed to all team users equally (round-robin).
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.
Skill-based - by defining your own 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.
How can I downgrade a License?
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 from||Features that need to be checked / deactivated in order to downgrade|
Note that individual user licenses can also be up- or downgraded via the User Administration.
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.
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.