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


Each Nimbus service can be of a different user assignment type that determines how users are associated to this service:

  • MS Teams-based: Directly tied to your "Teams" the users get automatically added to a Nimbus service
  • None: For IVR or first-level redirection services
  • Skill-based: Manual skill-assignment from users you add from within your tenant directory.
(info) Note that the user assignment type is is independent from chosen service type. Depending on which assignment type you choose for your service can access various features.

FeatureMS Teams BasedNoneSkill Based
Workflow configurationAdaptive Cards(tick)--
Voice message(tick)--
Service SettingsVoice message channel(tick)--
Extensions tab (AC and My Sessions)(tick)-(tick)
Conversations Distribution section(tick)-(tick)
New users immediately active(tick)--
Reporting section(tick)-(tick)
Editable Name field on Service Settings-(tick)(tick)

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

  • When services are provisioned via MS Teams then user assignment type will be fixed to "MS Teams-based", no matter what licence was assigned.
  • When a service was created manually the value changed based on the current licence.
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.

(lightbulb) 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: 

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 tasks → (warning) See note below!

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

(lightbulb) Tasks marked with "Issue" indicator were reported by frontend users of Nimbus, e.g. via the Attendant Console UI.

Current list of Tasks

Removing Tasks / Unblock Calls

You can remove tasks (e.g. to stop blocked calls) from the list via the "Delete Task" icon. 

Task Removal

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.

(warning) 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.

(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


Editing an existing Service

To change Service Settings on any existing service, click on the "Edit Service" icon.

Please note

  • 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.

Licenses

(info) 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.

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

(lightbulb) 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 always 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 context support.Contact Center offers skill-based routing outside of single-service constraints with high user flexibility.
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 with "Agents" that are capable of handling specialized tasks regardless of customer time zone or service called.
Configuration

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

Configuration of each service can be handled individually.


Adds more Configuration options and  Workflow Templates to pick from.

Allows for Call Context & Codes to be made available for users.

Distribution to dynamic user groups based on their skills instead of relying on fixed Teams / Member / Owner structures.

Allows for After-Call-Work (ACW) to deflect further tasks for a certain period.

Distribution

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 workflows that can check and react to a task's status, e.g. to re-distribute long-waiting tasks to backup services.

Tasks can be handled on a "first-to-pick-up" basis for higher throughput.

Skill-based - by defining your own User Skills and Levels as criteria for call distribution.

Calls are distributed based on Distribution Profiles and 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 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

(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 User Skills and Levels and reconfigure your Distribution Profiles and 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.