The "Services" view allows administrators to manage, edit and remove existing teams under their tenant.

(lightbulb) This view is available to all admin roles of Nimbus.

List of Services

Service Details

The main table lists Service details as follows: 

ColumnDescription / Purpose
Service Name

Clear Name of the Service

(lightbulb) Retrieved from the to the "Team" name of Microsoft Teams upon Service creation

PSTN Number

When assigned via Service Settings > PSTN a number is shown here.

(tick) Please make sure to read the Installation Prerequisites on details and limitations regarding PSTN / Phone number assignment.

State

The states (from top to bottom) are as follows:  

  • UNCOMPLETED - Provisioning has started. A new service has been created in Nimbus database, but also needs to registered in Microsoft Azure. (info) See Nimbus Installation

  • SERVICES APPLIED - The provisioning is completed and the service is ready to be called. Nimbus will distribute calls among the service and log them for reporting statistics.

  • SERVICES RUNNING - A service has been called and calls have been recorded in the Nimbus database.

  • PSTN APPLIED - A service is now reachable via PSTN. (info) Numbers require a phone licence to be requested from Microsoft.

  • PSTN RUNNING - A service has been called via PSTN and calls have been recorded in the Nimbus database.

  • SUSPENDED - A service user has opted to "remove Nimbus completely" from the services tab. → After 30 days the corresponding Nimbus service will be "pending deletion"

  • PENDING DELETION - services that have exceeded "suspended" time or have been removed by a tenant administrator will be pending for deletion. Once de-registered from Azure the services will be removed permanently.

Provisioned Since

Date when Service was first provisioned.

(info) Also see: Nimbus Installation

User Assignment Type


Shows how (new) users are assigned to this service:

  • "Microsoft Teams Based". For Nimbus services directly created within Teams. Users are directly synched to the Teams channel related to the current service.
  • "None". For "IVR" services without users. You need to assign a Workflow that redirects callers accordingly to other services and numbers.

(question) Why is this setting locked on existing services? The assignment type is determined during service creation.

Number of Users

For "Microsoft Teams Based" services this number corresponds to the team members + owners combined, as retrieved from Microsoft Team's channel.

(lightbulb) Services with user assignment type "None" do not have users.

Enterprise→ See Enterprise Features below.
Quick Access (Icons)

Provides quick access to specific Service views and options: 

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.

(tick) All "Administration" user roles have the possibility to access and edit these type of services (on their respective tenant).

Creation of a new IVR service with no users (team) attached


Tasks List

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 

(lightbulb) Since task lists can get very large, make use of the filter by typing into the free-search field.

Current list of Tasks

Removing Tasks / Unblock Calls

You can remove tasks (running calls) from the list. Removed tasks are marked as "failed" in the backend, but are not shown in the Service's Reporting.

Task Removal

Note that any task can be removed from the list - including those that are still running normal. 

  • Use this function only when a task is getting "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 and affect reporting entries.

(tick) Make sure to inform any involved users / service owners before using this function.


This should be done as an exception to unblock services or users. Let us know about any ongoing or reoccurring issues that cause "hanging" tasks so the underlying issue can be addressed. You can reach us via the following means: 

Runbook and Powershell Scripts

These scripts allow you to automate the Service on-boarding process. The scripts are useful in case you need to: 

  • Onboard a series of Services within your tenant
  • Regularly (expect to) update Service details such as the a Service's UPN or E.164 Number.

(info) The details are explained in the How to deploy Microsoft Runbook and Provisioning via Microsoft PowerShell chapters accordingly.

Enterprise Features 

Enterprise Routing

Nimbus will be equipped with additional Enterprise Routing features that can be enabled per Service. 

(question) What are Enterprise Routing Features

Allows the use of the following features for the service: 

(lightbulb) Once enabled, Enterprise Routing features are immediately available for the respective Service.

Disabling Features - Downgrade

To disable Enterprise Routing licensing, any used Enterprise Routing Features must be removed. A tooltip will inform about any constraints that prevent disabling the Enterprise Routing toggle.

  1. Refer to the list Nimbus Features for a full overview
  2. Go to the service's Workflow.
  3. Switch to a non-enterprise Workflow (e.g. a Workflow Template) or remove the template
    or
    (if you want to keep your custom workflow)
  4. ... within an workflow, remove steps / change settings as follows
    1. Any "Task" workflow steps (Queue Task, Check Task, Cancel Task)
    2. Within any "QueueEnqueue" step, change any "Distribution Type" to a non-Pickup type.
    3. Remove any workflow steps that are part of the Enterprise Routing scope. 

Once the steps are done get in contact with your service partner or Luware to disable the feature for your service. You can reach us via the following means: