In some cases Nimbus might not behave as you would expect. As we constantly update this products, certain menus or concepts may still change.

To address some of these issues, we regularly update this section with common use cases and address frequently asked questions based on feedback we get. If your issue is not covered here and can't be found anywhere else in the knowledgebase, contact our support.

FAQ - Frequently asked questions

This section covers frequently asked questions and will be expanded over time. Also check out the Nimbus Glossary and explore the Introduction to Nimbus where we explain our concepts and thoughts behind Nimbus.

Issue / QuestionAreaPossible Solutions
I'm new to Nimbus, where do I start?
Getting Started
  • Check the Release Notes regularly to stay informed of new changes and additions to Nimbus.
  • We highly recommend team administrators and leaders to read Nimbus Installation as it has some good first pointers on rolling out the system productively.

UsersRecommended topics to read

All new Nimbus users


TENANT ADMIN

TEAM OWNER

(Service Owners)

TEAM MEMBERS

(Service Users)

  • After your first login, we also recommend heading to the User Settings to change the language to your needs.
  • Learn about the Usage of Nimbus which explains general UI/UX concepts and leads you into further topics.



(lightbulb) You can also browse the KB via our Page Index.

How can I stay informed about Nimbus Updates.

Features and Updates

If you are an administrator and want to stay ahead of system maintenance and outages, please head to https://status.luware.cloud and subscribe with your Mail address. We inform our customers about any pending maintenance tasks and (un)expected system downtime.


In case you want to be informed on latest feature updates you can always check the Release Notes and/or subscribe to our RSS Feed to get informed about new Blog Posts. 

Our Knowledge Base supports RSS Feed links which you can subscribe to with any reader of your choice. By doing so you will be informed whenever we post a new blog update, which is usually tied to new releases or important announcements.

Subscribing to RSS via Feed Reader

Preconditions

Most modern browsers unfortunately don't come with included with an RSS Feed reader. When you click on RSS feed links you will most-likely just see unformatted XML. To make the RSS Feed readable, you need to install an RSS Reader extension for your browser of choice. There is a variety of Feed Addons and providers on the market.

For example:


(lightbulb) Please note that these RSS feed readers are not tested 


To Subscribe to an RSS Feed, browse to our Knowledge Base and the product of choice and click on the "RSS Feed" link located at the top right

Your RSS Feed reader should now provide you with a styled view of the newest Nimbus blog posts.

(lightbulb) This is an example, your reader might show this layout differently.

Connecting RSS feeds to your MS Teams channel

By using the RSS feeds you can inform about blog updates directly in your Teams Channel.

Add the RSS connector to your channel

  1. Within your MS Teams, select or create a new channel where you want to post news about.
  2. Click on the "..." Context Menu and Select "Connectors"
  3. Search for RSS 
  4. Select and Add the Connector by Microsoft to your Team

Configure RSS connector

  1. After "Adding" the connector you might need to repeat the previous steps where the connector now reads "Configure". Click on it.
  2. Now get the RSS feed link from your browser's address bar, or copy it from our Knowledge Base at the top-right. 
  3. In your Teams RSS Connector paste the URL into the "Address for RSS Feed" field. 
    (lightbulb) An example for Nimbus: https://help.luware.com/nimbus/atom.xml

Getting the news in your channel!

(star) The RSS connector will now post Blog Updates and post updates automatically.

(lightbulb)Note that products with frequent blog updates might result in very long digests. This is also the case on the first post ever created by the connector. You might want to adjust your digest frequency accordingly to avoid spam.

What's the difference in Enterprise Routing and Contact Center for configuration and functionality?

Features

Enterprise Routing: The configuration is made via admin.teams and in the teams Nimbus client by the team owner. Agents are assigned as team members.

Contact Center: configuration is made via admin.luware.cloud. Agents are assigned with skills which makes them members of the Contact Center.

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.

My Nimbus App won't loadTechnical Issues
  • Switch away from the app to another MS Teams view and then retry.
  • When using Nimbus in your browser, try emptying your cache.
  • Try the same login within a different browser.

(info) Nimbus runs on Azure Cloud services. On https://status.luware.cloud we inform our customers about maintenance and (un)expected system outages.

(warning) When your Nimbus remains unrepsonsive for several minutes but other Teams applications work normally, check https://status.luware.cloud first. Contact Luware Support if the problem persists.

My Nimbus App loads but behaves unexpectedly in some areasTechnical Issues
  • When using Nimbus in your browser, try emptying your browser cache, then refresh Nimbus with CTRL+F5 to force a reload.
  • Try using the teams web app and see if the problems and symptoms are identical.
  • Check https://status.luware.cloud for related system impediments. If nothing is communicated, please contact Luware Support.
My Nimbus team won't show up in teams client Configuration
  • Check for "Hidden Teams" at the bottom of your list.
  • Check which Azure Account is currently logged into Teams.
  • If you still cannot find the team, contact your Tenant administrator
The Nimbus tab is missing Configuration
My service is not reachableCall handling / Configuration
  • Check that your Workflow is configured correctly within the Service Settings
  • Check that you are using the UPN / Phone Number as defined in within the Service Settings. Use the "Test Call" option therein.

  • Check back with your local Tenant Administrator if the service has been provisioned correctly as described in Nimbus Installation.

    • With access to the Administration you can check if the affected Service appears as "SUSPENDED" or otherwise inactive.
  • If you still cannot reach your service, contact Luware Support.
Incoming calls are sometimes shown with a cryptic ID instead of the Nimbus service name

Technical Issues

This is a Microsoft / Teams issue that we unfortunately cannot resolve on our end.

Nimbus does send the Service name to establish the call, but it's not always resolved correctly.

Even with my native language in the UI selected,
some translations seem to remain in English

Translation

We permanently update Nimbus with new features, which could result in some translation keys (individual UI elements) being left in base English initially.

Please note:

  • Some key terms and concepts - mainly those in our Glossary - may be left in English to unify search terms in our Knowledge Base and make discussion with our support easier.
  • If you still identify illogical translations or sentences, don't hesitate to contact Luware Support and send us a screenshot.
Can we use SIP phones with Nimbus?

Call handling

Nimbus uses the Teams bot for in- and outcoming calls. You can use SIP phones in Teams and thus together with Nimbus and Attendant Console.


(info) More about the SIP Phone support in Teams can be found here: here Plan SIP Gateway - Microsoft Teams | Microsoft Docs and here Configure SIP Gateway - Microsoft Teams | Microsoft Docs

Usage of SIP Gateways requires configuration on your organization's firewall, e.g. to open ports and bypass of the proxy for Teams traffic.

How long can my playlists be?

Configuration

An excerpt from our Playlists page:

Notes on Playlists

  • Max Playlist items: There is no limit to max items in a playlist. We recommend a maximum number of 15 resources (songs, audio cues) in a playlist.
  • Song length: No song- length limitations. Please note that upload may fail when they take longer than 30sec or exceed 50 MB.
  • Timeout dependency: Keep in mind that your workflow elements may have a timeout configured. Depending on that the playlist may be cut short or repeat.

What kind of files can I use for songs?

Configuration

An excerpt from our Resources page:

Audio File Requirements

  • Recommended file format: .wav, single-channel, 16-bit samples with a 16,000 (16KHz) sampling rate

  • Supported File formats: wma, wav, mp3 

  • Recommended maximum size per file: 50MB

Do you guarantee SLA's?

Service Uptime

SLA's are defined in the Luware Cloud Service Description, available in our Documents section.

(lightbulb) You can also check service uptime via https://status.luware.cloud/

Where can I find abandoned calls?

Reporting

"Abandoned" is often interpreted in a differentiated way. In Nimbus there are different outcomes for calls: Nimbus Reporting Model.

(lightbulb) Based on this, a customer can pick the necessary outcomes that constitute "abandoned" for him. The sum of the calls in these outcomes represents the abandoned calls. 

Where can I find the SLA configuration value for the service?

Reporting

This is not part of the historical Power BI.

The configuration is only used for real-time reporting dashboards.

Where can I find the number of transfer attempts?

Reporting

We currently do not track transfer attempts in the reporting. In Nimbus, a transfer is always considered as successful.

If a transfer comes back then the call is not considered transferred and thus will have a different outcome. 

At what stage can a call recording be started?

Recording

When a call is handled by an Agent who is a “recorded user” then it can be recorded for this Agent as soon as they accept the call.

When does recording end for a call?

Recording

A recording terminates when:

  • The call terminates
  • The call is transferred

Has an Attendant Console operator have the option to manually record calls?

Recording

Yes, but not inside Nimbus. Only from the Recording app.

Use Case Listings

Use Cases - Common Scenarios

As Nimbus gets more features and complexity added, our Knowledge Base will expand alongside with "Use Cases" that cover various aspects in a "step-by-step" fashion. Follow them to get a good understanding of the structure and concept behind Nimbus.