Service Permissions

Depending on how new services are provisioned in Nimbus, the user Role Access Concept assignment handles slightly different. In general, the following user assignment types are used:

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.

Good to know

The method of user assignment per Service type, and the related feature licenses are technically not co-dependent. However certain ways of managing user permissions may be preferrable, depending on your requirements and how you provision new services.

Learn more...

User Assignment	Contact Center	Description
MS Teams-based	Relevant if you want to stick to MS Teams-based user sync but use Contact Center Features.	MS Teams-based user assignment is the most common scenario for new Advanced Routing and Enterprise Routing licensed services. Permissions are automatically determined by the role in the MS Teams channel, minizing the administrative effort to onboard and configure new users.
None		Services with user assignment type "none" are generally used for IVR or automated redirection. They can be created manually and out outside of an MS Teams channel restriction
Skill-based		The main use case for Contact Center services is setting up Distribution Policies to escalate calls based Skills and Responsibilities. The Distribution Order guarantees that users get selected in a very targeted manner. With adjustments of their skills and Duty Profiles users can opt-in or out of certain distribution policies, e.g. based on time of day, workload, current responsibilities. Adding and removing of users is very flexible, e.g. accross departments and outside of MS Team-based constraints.

Service users / permission tab overview

General Preconditions

Users need to be added to Nimbus first before you can search for them in the UI and grant permissions accordingly.
Depending on the User assignment types of your service the following tabs are shown:
1. For MS Teams-based services a "Members" tab is shown. Members and Owners are in sync with your MS Teams Channel.
2. For Skill-based services a "Permissions" tab is shown. Here you can manually add users as service Agents and Owners.

Depending on how your service was provisioned, the user assignment type comes predefined and cannot be changed. Refer to the tabs below for additional info.

MS-Teams Based (Users-Tab)

Users associated with a MS-Teams based Service Type are managed in the "Users" Tab as follows :

From within MS-Teams, add new "Members and Owners" to your channel that uses the Nimbus service. Note that ...
1. .... users are synched automatically between MS Teams and Nimbus. On any changes in your Teams Client, please allow for a few seconds for the entries to sync with Nimbus.
  KNOWN LIMITATION On a new service t he Provisioning via Microsoft PowerShell script needs to run at least once to establish a sync of permissions. Until this is done, all users are considered as "Team Owner" and changes in the Nimbus UI will have no effect.
2. ... via the "Default Team Owner Role" you can define if new Team Owners in MS Teams should have full or limited Nimbus service editing rights. The differences are explained on User Permissions .
3. Via the "Team Members can active change" toggle you can allow or disallow users to change their "Active" status for this service.
Inspect and adjust the role of any synced user as needed. Users automatically get the according User Permissions .
Optionally you can use the "Active" toggle to dis- or enable call distribution to that user.
Note that this toggle does not prevent the user from interacting with the corresponding Team in MS-Teams - it only prevents Nimbus call distribution to that user.

List of Service Members and Owners, synched with MS-Teams

Skill-Based (Permissions-Tab)

Contact Center Users need a Contact Center license applied, after which they can be assigned to a service via "Permissions" Tab as follows :

Click "Add" on the "Service Agents / Owners" section respectively.
1. You can add any user
2. Note that you can either assign a user as either Service Agent OR Service Owner, not both
3. Assignment to either group will exclude the user from further search results.
Search and add users Contact Center Agent / Owner groups as needed
Press "Save and Apply" when satisfied → The user(s) will get the according Roles and according Permissions immediately and see the service

Don't forget that users also need Skills and Responsibilities applied via the User Administration to be considered for this service. Once assigned, users can now be managed in the Frontend via Agent Service Settings , so you can delegate skill assignment tasks to their responsible service owner.

Assigning Agents or Owners in a Contact Center service

User permission effects on Frontend Portal

After getting service owner- or membership User Permissions granted, users can login to either Nimbus Teams Tab and their Nimbus Personal App and see service data in the various Nimbus tabs.

Note: Contact Center Agents and Service Owners get a slightly different Nimbus Portal UI experience:

Area	Agents View	Notes and Conditions
My Services	Agents will also see Contact Center services in the list Agents can select the Contact Center service to initiate an Outbound Service Call / Call On Behalf.	Without assigned Skills and Responsibilities no calls can be accepted. With the wrong Responsibility Profiles selected, incoming calls will not be forwarded to the Agent. Users may not opt out of a Contact Center service with on/off toggle. → See Assistant
My Overview	Agents will also see Contact Center services in the widget. Agents can select the Contact Center service to initiate an Outbound Service Call / Call On Behalf.	Without assigned Skills and Responsibilities no calls can be accepted. With the wrong Responsibility Profiles selected, incoming calls will not be forwarded to the Agent. Users may not opt out of a Contact Center service with on/off toggle. → See Assistant
Attendant Console	Contact Center services are also shown in Attendant. Agents can select the Contact Center service to initiate an Outbound Service Call / Call On Behalf.	Attendant users may not enable / disable themselves for a Contact Center service
Assistant	Agents get a special Assistant icon shown where they can change their Duty States The Assistant also shows additional status information (RONA, After-Call-Work)	Responsibility Profiles need to be assigned to the corresponding Contact Center user.
Dashboard	Contact Center services and their KPI metrics are now shown in Dashboards.	-
Reporting	Contact Center reporting pages are visible. Service owners have full access to Power BI data for their "hidden" skill-based services.	As the skill-based approach leads to varying group sizes depending on applied Distribution Policies, member statistics are hidden. Reporting statistics of other (MS Teams-based) services remain unaffected.

Example showcasing a skill-based next to a MS Teams-based service