The "Users" view allows your to search, create and inspect Nimbus users. The availability of users is directly tied to your (Azure) user directory.

The Users view consists of the following elements:

  • A tenant selection in case the currently logged in user can manage multiple tenants. The list of users adapts accordingly.
  • A list of users with search and create options. You can search users by common or unique criteria such as @domain or their O365 ID.
  • A user detail view, opened when clicking on or creating a user. The view is distinguished by several tabs as explained further below.

(lightbulb) All Nimbus admins have access to the "Users" management view, limited by the respective tenant and Roles and Permissions.
(info) Certain user tabs may not be accessible, limited by Nimbus Features and licensing. This is also explained further below.

User details screen

Creating Users

Nimbus will create users automatically during Service Provisioning, e.g. synched with your MS Teams structure as base for a new service. Nimbus distinguishes services by their User assignment type:

  • 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.

(question) When should I create Nimbus users manually?

In case you want to create a Contact Center service without a direct MS Teams you can add users manually via search in your O365/Azure user directory. In this context adding users manually makes sense to individually assign individual licenses to enable User Skills and Levels for skill-based distribution within any (future) Contact Center service type.

Good to know

  • Manually added users will have access to the Nimbus portal but may not see any service data until they are part of at least one service.
  • Features for the user may become available based on each individual Service Settings and Features based on the a service's license.
    → For example, one service may enable extensions such as Attendant Console for its users, so the menu option becomes available to the user as well. However, functionality and data availability within that service may be limited for that user, based on the user role.
  • A user that already exists in any of your Microsoft Teams-based Service do not need to be created / added again and can be upgraded for further licenses.

Nimbus keeps track of users only for its internal service (Organization Unit) and Roles and Permissions assignment. Creating new users will not write back into your O365 / Azure user directory, only read from

Deleting Users

  • You can delete any user that has been manually added before and is not synched to a MS 
  • Users automatically created (e.g. during Service Provisioning) are tied to an active service team and cannot be deleted.
  • Users are only removed automatically when they were removed from the Azure user directory.

Good to know

(lightbulb) A tooltip over an inactive deletion icon will inform you why deletion is not possible.

User List with (inactive) delete controls

(lightbulb)  Nimbus keeps track of users only for its internal Service, Organization Unit and Roles and Permissions assignment. Deleting users in the Nimbus UI will not remove them from your O365 / Azure user directory, nor remove them from MS Teams. 

General Tab

The "General" tab shows the following details of a user:

ColumnDescription / Purpose

Display Name

Display name of the user, as shown in the Nimbus UI.
Organization unit

The Organization Unit of this user.

(lightbulb) Note: This determines the items the user can see within Nimbus, not necessarily reflecting which services or rights this user has.

First NameFirst Name - as provided by user directory.
Last NameLast Name - as provided by user directory.
UPN

User Principal Name to which calls get forwarded to by Nimbus.

O365 IDAzure / O365 ID under which the user is identified by.
DepartmentDepartment field (blank if not specified within Azure). 
Using Switchboard Flag
(Switchboard = Attendant Console)

Shows if that user is enabled to access Attendant Console(a separate Luware application that can also run as add-in within Nimbus. 

(info) Refer to the Attendant Console section for further info on how to use this product.

Number of assigned teams

Shows the amount of teams that this user is a part of.

(question) Why can I not change these details? User details are provided by your tenant's user directory. Changes are made by your local tenant administrator. Details may not be altered from within Nimbus to avoid field conflicts.

Why Nimbus adds users automatically

After Service Provisioning Nimbus adds additional "service" users to its list, based on their Organization Unit and team affiliation, This "MS Teams-based" mode is the default for Nimbus "Advanced Routing".

It acts as follows:

Known Issue - User synchronicity on deleted teams

When a MS Teams teams is removed manually - without prior Uninstallation of the related Nimbus service - the users are not shown within the user administration list anymore. However, the team and its members are still shown within Services until the Nimbus team is fully removed from Azure. 

Notes:

  • In the user administration users will only be shown when part of at least one (still) operational service. This is synched with your tenant user directory and intended design.
  • Nimbus keeps a history of the team members (retrieved from MS teams channel) even after the channel was removed from the teams client. To the User / Service Administrator this will appear as a mismatch of user count.

User Licenses

Additional licenses may be enabled per user to allow for additional Nimbus Features.

  • The Contact Center license allows assignment of User Skills and Levels. This is done to allow skill-based call distribution via Distribution Profiles and Policies
    → Enabling this feature enables the "Skills" tab.
  • The Attendant Console license enables access to Attendant Console features for that user, to be found within the Nimbus frontend main menu.
  • The %webinteractname license enables access to Web Interact features, allowing the user direct interaction with customers visiting via a Website or different Frontend.

(lightbulb) Some features may appear disabled or are hidden for the time being as their configuration, access and reporting concepts are being finalized.


Enabling related service features

To make use the full capabilities of Nimbus, services can also be adjusted with additional licenses and their user assignment type.

→ This is covered within Service Administration.


(info) To disable features in use, please read our our License downgrade information.

Services Tab

The "Services" tab shows the Nimbus service teams the user is currently a part of:

ColumnDescription / Purpose

Service

Display name of the service as shown in the Nimbus UI. Can be changed via the Service Settings.
Users

Amount of users in total within that service.

User Assignment Type

Specifies how this user was assigned to a service:

Interact Tab

(tick) Precondition: The Interact license needs to assigned to a user for the settings to become visible. → See User Administration.

Editing Interact user details

After the User has the according license the Interact-tab will become visible.

The following elements can be configured:

Element Description
User Enabled
  • When enabled the user considered as call contact for Interact.
  • When disabled the user is deactivated as a contact for Interact. 

(lightbulb) Nimbus distributed service calls will still reach the user despite of this setting.

(lightbulb) Interact licenses remain active for this user regardless of this toggle.

Restrict Access

Toggle that applies Interact Domain Templates (CORS) as "whitelists"

  • When enabled, web page access to this service and this user is limited to domains specified in the CORS templates. 
  • When disabled. any web page may access the service and contact this user via the snippet.
Domain Template

Lists configured Interact Domain Templates (CORS) available under the same Organization Unit as the current user.

User Snippet

Default script with settings of current user, which is later can be inserted into a the web page and used as a contact widget.

(warning) Please note that the "Contact ID" and "WidgetKey" are unique to the current user and should not be mixed up.

(lightbulb) For easy Snippet Code retrieval use the "Copy" button.

(lightbulb) To test contacting this user, use the use the "Preview".

Skills Tab

Allows assignment of skills to this user.

Prerequisites

  • The "skills" tab is only available when the user has a Contact Center license assigned in the "General" Tab.
  • Skills and Categories need to be defined first before you can assign them. Read here how to create and apply User Skills and Levels.