FAQ and Troubleshooting
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 / Question||Area||Possible Solutions|
|I'm new to Nimbus, where do I start?|
Some more pointers to get started, sorted by user role
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.
How to subscribe via RSS...
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
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.
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.
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
Configure RSS connector
Getting the news in your channel!
The RSS connector will now post Blog Updates and post updates automatically.
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?|
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.
Learn more about the service type differences
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).
|My Nimbus App won't load||Technical Issues|
Nimbus runs on Azure Cloud services. On https://status.luware.cloud we inform our customers about maintenance and (un)expected system outages.
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 areas||Technical Issues|
|Incoming calls are sometimes shown with a cryptic ID instead of the Nimbus service name|
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.
|When putting a customer on hold, two waiting music tracks are played on top.|
Technical Issue / Configuration
KNOWN ISSUE Two on-hold (wait) music tracks played simultaneously. When using the MS Teams-native "On-Hold" button during a Service call, the caller will hear both the Service-workflow defined playlist and the MS-Teams default wait music simultaneously.
Workarounds and Analysis...
Analysis: Currently Nimbus has no way to detect if the MS-Teams music is enabled on the service tenant. This issue appeared due to a recent change by Microsoft. We continue to monitor the situation, but currently do not have a direct option to fix this.
|My Nimbus team won't show up in teams client||Configuration|
|The Nimbus tab is missing||Configuration|
|My service is not reachable||Call handling / Configuration|
|Even with my native language in the UI selected, |
some translations seem to remain in English
We permanently update Nimbus with new features, which could result in some translation keys (individual UI elements) being left in base English initially.
|Can we use SIP phones with Nimbus?|
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.
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?|
An excerpt from our Playlists page:
Notes on Playlists
|What kind of files can I use for songs?|
An excerpt from our Resources page:
Audio File Requirements
|Do you guarantee SLA's?|
SLA's are defined in the Luware Cloud Service Description, available in our Documents section.
You can also check service uptime via https://status.luware.cloud/
|Where can I find abandoned calls?|
"Abandoned" is often interpreted in a differentiated way. In Nimbus there are different outcomes for calls: Nimbus Reporting Model.
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?|
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?|
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?|
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?|
A recording terminates when:
|Has an Attendant Console operator have the option to manually record calls?|
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.