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.

Luware Support
Websitehttps://luware.com/support/
Helpdeskhttps://helpdesk.luware.cloud 
Service Statushttps://status.luware.cloud/

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 your User Preferences (Portal) to change the language to your needs.
  • Visit the Usage of Nimbus page which explains general UI/UX concepts and leads you into further topics.
  • When enabled for your service, additional applications like Attendant Console and Assistant might be of interest to you.

(lightbulb) You can also browse the KB via our Page Index to get an overview of all available topics.

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 Centerconfiguration 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 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 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.

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.
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.

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. 

(lightbulb) 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.

→ Workarounds:

  • Agents: Use only the Nimbus UI to put customers on-hold (e.g. via Attendant Console action buttons) and avoid the MS-Teams buttons.
  • Admin: Change the MS Teams "music on hold" policy as described here: https://learn.microsoft.com/en-us/MicrosoftTeams/music-on-hold
    (lightbulb) If you do not want to disable on-hold music for your entire tenant, create a separate policy for your Nimbus / Attendant Console user group.

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.
Why does Nimbus need external access and guest users?

Tenant Administration

There are two means of access that allow Nimbus to operate:

  • External Access = Nimbus can see Simple Teams Presence
  • Guest Users = Nimbus can see Extended Teams Presence

Nimbus uses these extended permissions to enable presence-based features, primarily for targeted call distribution and updating availability in the frontend UI.

(warning) If you want to keep using "Presence Privacy Mode" on your Tenant you need these guest account. Otherwise Nimbus cannot route anything. Learn more on Use Case - Tracking extended user presence via Azure guest accounts.

(lightbulb) You do not need both, but we recommend it for best performance of call distribution in Nimbus. The guest accounts are used as primary source and - in case of a problem - the normal Teams Federation acts as a fallback.

What does the service provisioning script do?

Service Provisioning

More information is provided at Provisioning via Microsoft PowerShell.

Do you also support runbook to automate provisioning?

Service Provisioning

Runbook is currently not working and not supported due to a technical blocker on Microsoft side. Luware will continue to monitor the situation and communicate any news in the Release Notes as the circumstances change.

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

Certain SLA values can be changed via General Service Settings.

(lightbulb) Note that SLA are 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.


Limited Support on Use Case Scenarios

Use Case contents listed on this page have been created as examples. Please note: 

  • Our documentation was created within the versions of 3rd party products (e.g. Salesforce, ZenDesk or other vendors) available to us. Your personal version or licensing type of 3rd party products may vary and change over time, resulting in limited or missing functionality.
  • Luware and Nimbus Support cannot guarantee that the example scenarios will work in every (future) customer scenario. Please consult with your 3rd party manufacturer if your product version supports the functions and interfaces mentioned in our Use Cases. 
  • Luware and Nimbus Support does not cover integration setup and administrative scenarios with any external systems mentioned in the documentation (e.g. Salesforce, Zendesk, Microsoft Dynamics and other 3rd party manufacturers).
  • Luware does not provide support nor guarantee the executability of Use Cases in your environment.

→ Please ensure that you run your own internal testing before rolling out any large-scale integration into productive systems.

→ If you need further support for your Nimbus integration, please reach out to your account manager or customer success specialist.

(question) On which topics can I get support on?

Name and Goal of the Use Case UCID
Nimbus Installation UC  NIMB 000
Use Case - Creating a Call Workflow UC  NIMB 001
Use Case - Managing Caller Data in Sharepoint Lists UC  NIMB 002
Use Case - Defining and using Codes UC  NIMB 003
Use Case - Defining and using Conversation Context UC  NIMB 004
Use Case - Setting up Interact UC  NIMB 005
Use Case - Routing unassigned numbers to Nimbus UC  NIMB 006
Use Case - Setting up a Federation IT Helpdesk UC  NIMB 007
Use Case - Storing external CRM data in custom parameters UC  NIMB 008
Use Case - Retrieving called Agent information from O365 UC  NIMB 009
Use Case - Caller Information from Graph UC  NIMB 010
Use Case - Enabling additional authorization for Interact UC  NIMB 011
Use Case - Filtering Attendant contact search via MS Graph UC  NIMB 012
Use Case - Adding external Address Books via Power Automate UC  NIMB 013
Use Case - Looking up phone numbers via Search.ch API UC  NIMB 014
Use Case - Setting up a basic IVR Service UC  NIMB 015
Use Case - Setting up a Contact Center UC  NIMB 016
Use Case - Looking up caller data from a simple Excel list UC  NIMB 017
Use Case - Creating a callback task for missed calls in Salesforce UC  NIMB 018
Use Case - Connecting to Azure Table Storage inside a flow UC  NIMB 019
Use Case - Updating a task for a known Contact in Salesforce UC  NIMB 020
Use Case - Creating and opening a Salesforce-Task as Agent accepts a call UC  NIMB 021
Use Case - Waiting for a parameter to be updated via Power Automate UC  NIMB 022
Use Case - Forwarding Voicemails received in Nimbus to Email UC  NIMB 023
Use Case - Working with Blacklists or Whitelists in Nimbus UC  NIMB 024
Use Case - Creating an incident task in ServiceNow UC  NIMB 025
Use Case - Creating a ServiceNow ticket based on user input UC  NIMB 027
Use Case - Tracking extended user presence via Azure guest accounts UC  NIMB 028
Use Case - Looking up a caller to open Dynamics 365 contact context UC  NIMB 029
Use Case - Setting up Assistant UC  NIMB 030
Use Case - Creating a callback task in Dynamics 365 UC  NIMB 031
Use Case - Connecting to OData via Postman UC  NIMB 032
Use Case - Creating a custom settings page for a workflow UC  NIMB 033
Use Case - Filtering the BI Report data model quickly UC  NIMB 034
Use Case - Looking up caller information in HubSpot UC  NIMB 035
Use Case - Looking up caller information from Zendesk UC  NIMB 036
Use Case - Creating an IVR Ticket Service with Zendesk UC  NIMB 037
Use Case - Creating a dynamic emergency message routing scenario UC  NIMB 038
Use Case - Adding Custom Data to Luware Power BI Reports UC  NIMB 039
Use Case - Planning After Call Work with Teams, Office and Nimbus UC  NIMB 040
Use Case - Sending SMS through ACS in Nimbus UC  NIMB 041
Use Case - Distinguishing external from internal calls UC  NIMB 041
Use Case - Posting interactive custom adaptive cards to agents UC  NIMB 042
Use Case - Transferring calls to an on-call agent from an excel list UC  NIMB 043
Use Case - Extending the standard Power BI Report with IVR Choices UC  NIMB 044
Use Case - Collecting data from customers in an automated IVR without agents UC  NIMB 045
Use Case - Integrating a customer satisfaction survey with Nimbus UC  NIMB 046
Use Case - Creating Tasks in Planner for all Nimbus Service Calls UC  NIMB 047
Use Case - Chaining of Assistant requests UC  NIMB 048
Use Case - Exposing an API via Azure AD UC  NIMB 049
Use Case - Retrieving Azure AD fields via Agent token UC  NIMB 050
Use Case - Building a properties management customer service with Nimbus, Teams and HubSpot UC  NIMB 051
Use Case - Building a Priority Service in Enterprise Routing UC  NIMB 053
Use Case - Creating Nimbus outbound calls from a list of scheduled tasks UC  NIMB 054
Use Case - Scheduling a call back task in Nimbus for missed calls on demand UC  NIMB 055
Use Case - Collecting Customer Survey Values from a Workflow UC  NIMB 056
Use Case - Creating a Dynamic IVR with TTS UC  NIMB 057
Use Case - Showing a dynamic list of ticket links in Nimbus Assistant UC  NIMB 058
Use Case - Using Save to Parameter activity to create custom triggers in the workflow UC  NIMB 059
Use Case - Storing the Luware Recording link in a CRM UC  NIMB 060
Use Case - Looking up caller information in BSI CRM UC  NIMB 061
Use Case - Adding a Nimbus Click to Call button in Salesforce UC  NIMB 063
Use Case - Set preferred agent from CRM UC  NIMB 064
Use Case - Using example Direct Call Templates with Hubspot CRM UC  NIMB 065
How to use the "Save to Parameter" workflow activity UC  NIMB 066