Introduction to Nimbus
Welcome to Nimbus, a Service & Contact Center solution which runs integrated Microsoft Teams™. Luware Nimbus is Software as a Service which natively runs in the Microsoft Azure cloud. Nimbus allows you to set up your own services with minimal configuration effort and IT know-how. Developed from the ground up, Nimbus is combining years of Luware Know-How with modern web standards.
Core benefits of Nimbus
- A lightweight user interface with controls just as responsive as a locally installed application.
- A streamlined and lean design which seamlessly integrates into the layout of Microsoft Teams, while working just as good in your browser.
- Highly customizable Service Settings for each service, combined with a backend configuration that shares or individualizes all resources within your Tenant.
- Your Service, your rules. Define opening hours and Workflows, adjust call distribution as needed. You can fully delegate to Service owners – no IT support required.
- A large set of Features included right from the start, with many more to come in the future!
How Nimbus handles your data
This section is a brief overview. Refer to our Documents for more detailed whitepapers on architecture and security.
User Access and Authentication
With O365 as your directory, a single sign-on experience is provided for all customer Nimbus users. User access is authenticated with tight integration to Microsoft's global identity management platform (Azure Active Directory - AAD) and industry standard authentication flows (OAuth2). By using a concept of Organization Units Nimbus ensures that data and access is given out only on a "need to know" basis per team / service on your tenant.
The customer, or their integration partners, perform self-administration of access to data by leveraging predefined Role Based Access Control policies provided by the Luware Cloud products. This ensures that Luware or Nimbus never need to store or process user account passwords outside the customer's environment.
Call Handling and Reporting
By using a completely API-based integration – as part of the Graph API handling presence status, call handling, call functionality – Nimbus taps directly into the Microsoft Teams client application and can access the same functionality that MS Teams provides. Teams the remains single point of contact for all your call-center involved employees. There is no additional call toast, no switching between applications, no additional training required. Nimbus remains in the background – either as (optionally) installed Personal App, or Team-oriented Tab in your Teams client to provide call context and live reporting data.
As extended contact center solution, Nimbus never touches the call itself. Instead it just "tells" MS Teams what to do with it. By doing so the media stream stays inside the customer’s Teams tenant, with the resulting benefits:
- Everything from security to encryption is covered by Microsoft.
- The daily routine remains in Teams: the presence status, the call, the call handling.
- Call handling is also covered by your company’s approved GDPR and internal data policies.
- As both customer and Teams Infrastructure run in Azure, reducing delays and jitter are reduced to a minimum for the best audio quality possible.
During live call sessions Nimbus provides a Microsoft Power Automate Connector to read and store parameters. This allows to connect to 3rd-party systems such as CRMs or customer directories to provide additional data for the internal Nimbus users. Usage is completely optional and follows the same access and authentication concepts as described above.
Luware operates with a geographically dispersed workforce with locations in Switzerland, the UK and the EU. Geographically distributed datacenters in Azure enable Luware to meet the customer’s needs regarding home-country legislative, reduce network latency and to allow for geo-redundant backup and failover. Data is securely exchanged between Luware’s cloud infrastructure and the customer's tenant via the Graph API. An OData interface is provided to extract Reporting data for historical reporting purposes via Power BI. Luware provides a pre-configured Power BI Template and instructions to connect to this interface. Usage is completely optional and follows the same access and authentication concepts as described above.
All customer configuration and reporting data (including voice messages) are stored and maintained in the shared Luware Nimbus Cloud infrastructure. This structure is segregated logically by individual Luware Nimbus applications in order to keep the data demarcated, private and secure. Data within the Luware Nimbus application is retained for the purpose of system operation and reporting. Luware does not store your customer data outside of calling PSTN and Voicemail records. Data retention policies are in place to ensure data isn’t kept any longer than necessary to service its purpose.
For more details on reporting data retention duration, backup, security and disposal, refer to our Security Whitepaper located on the Documents page.
Product Updates & Maintenance
Being Software as a Service, Nimbus is constantly being updated with new features and fixes. Luware development follows an agile approach, which entails that – while an overall feature roadmap is being followed – scope changes may occur on short notice. As we realize that changes on a SaaS product can be disruptive in both user experience and operation, we strive to be transparent in our communication and implementation approach. For Luware this means:
- We announce disruptive updates ahead of time, both in newsletters and via maintenance communication on https://status.luware.cloud/ where we communicate maintenance and service disruptions of any kind.
- We perform updates preferrably outside of peak business hours so potential impacts on operative infrastructure can be minimized.
- We follow a regular update cadence (usually once per week) so any potential issues and customer feedback can be clearly associated with an update.
- We communicate Release notes as timely as possible and keep a history, so both our staff and customers can talk about the same same changes on the product.
Nimbus Release notes are distinguished by baseline, major and minor releases, usually signaled on the primer text on each release. All our customers are receiving the same product and the deployment tasks lie mostly on Luware side. Deviations from this procedure (e.g. a staged update on our clusters) or any necessary customer-side actions are communicated ahead of time. We use this Knowledge Base and our support team outlets directly to contact affected customers.
The following table explains our release types in further detail:
Type of Release
A major release consists mainly of new Features from our Roadmap. Major releases are usually accompanied very large updates to both our Release Notes and Knowledge Base, moving previous major releases into the Release Note History at the same time.
Semi-Monthly / Quarterly
A minor release contains Hotfixes and smaller and Feature Improvements made on existing previous features. Hotfixes usually address and supplement existing Release Notes.
Multiple times a month
In our regularly updated Release Notes we usually identify the type of release in a primer text so you know what to expect.
Notes on versioning
The product version is located at bottom of the Nimbus login page.
- The version indicates when the product was updated. Note that this a purely technical information. We always prefer clear dates in our communication (e.g. Update on ) for easier readability.
- Every release is accompanied by a version change. A ll productive environments get updated to this version at the same time during regular maintenance.
- Publishing of Release notes usually signal the conclusion of a version update. In-between our cadence we avoid to making changes on the system, so any newfound issues can be clearly attributed to one change in particular.
- Release Notes and build version dates may be apart from each other due to various reasons (e.g. QA and customer feedback phases or a staged rollout on our separate productive environments).
You can interpret the Nimbus version info as follows:
Example version: 1.0.22308.6
Day in the year
Build on that day
Got further Questions? Make sure to visit our FAQ and Troubleshooting section. Visit our Documents for further technical reference. Need help with your Nimbus Installation or got questions on any other topic? Don't hesitate to contact us: