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


The table of existing services lists the following details:

ColumnDescription / Purpose
Service Name

Clear Name of the Service as originally defined during Service Provisioning.

(lightbulb) On MS-Teams based services the name is retrieved from the MS Teams channel name upon Service creation

PSTN Number

When assigned via General 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.


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.
  • For "Contact Center" (skill and responsibility based) services users are manually added to the count.
  • Services with user assignment type "None" do not have users.

The license determines the amount of Nimbus Features accessible to users of that particular service. They are configured in the General "Tab" of each Service's Settings .

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

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.

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.

Quick Access (Icons)

Provides quick access to specific Service views and options: 


The task list reflects a live-view of incoming tasks as it is also shown in the live Dashboard of the corresponding Service. (warning) As administrator you are are able to remove ANY task, including such that are still in active conversations   See note "Task Removal"  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.

Editing Service Settings

Clicking on any existing service in the list allows you to configure its Service Settings. Please note:

  • Team / Service Owners (using the Frontend to access settings) have very similar options available. The tab descriptions below are written from their end-user perspective.
  • Changes to service settings can be applied from either side and any user with the corresponding role. It is highly recommended for administrators to coordinate with team owners when a change of configuration is planned.

Powershell Scripts

Our Provisioning via Microsoft PowerShell is designed to make service Service Provisioning (Nimbus Installation) and any settings change process on your Tenant as convenient as possible. This script is needed to: 

  • Impersonate and enact policies in behalf of your (Tenant) Admin user privileges → See [Permissions
  • Assign PSTN licenses to services
  • Add, Change or Remove Service Settings

Script updates and retrieval

The script is updated on a regular basis and will request updates when outdated. You can either retrieve it via the Download Link in the UI or via the following direct URLs:

Managing Services

Creating a 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

Deleting a Service

Marking a service for deletion will disable the service. Incoming calls will be answered with a static announcement. 

By clicking the "Delete" icon next to the Service you mark it for "Pending Deletion" in the Administration.

An example service marked for deletion

If you need to undo a pending service seletion, please contact your Nimbus support representative. The service will continue exist until deletion is confirmed via the Provisioning PowerShell script run. Afterwards the application instance of the "marked" service will be permanently removed.