Features exclusively available in Enterprise Routing or Contact Center are marked accordingly throughout the pages and chapters in our Knowledge Base.
Features by service type
|Save to Parameter|
|Check Opening Hours|
|Availability Based Routing|
|Check Available Users|
|Check Parameter (Parameter-based Routing)|
|Check Queue Position|
|"Call Distribution" Workflow Activity Options|
|Workflows and related Features|
|Basic Call Templates|
|IVR Transfer Templates|
|Context and Codes|
|Primary and Secondary Codes|
|Custom / Context Parameters|
|After Call Work (ACW)|
|Outbound Service Call / Call On Behalf|
|Persistent RONA State|
|Service-specific Task Priority|
|Service User assignment|
|Microsoft Teams Team based|
|Skill-Based call distribution with Distribution Policies|
|Preferred- and last user routing with Distribution Policies|
|Assign Skills and Responsibilities|
|Define individual Responsibility Profiles for users|
|Custom Duty States (via Assistant)|
|Access to Nimbus User State reporting|
|Dedicated Supervisor / Reporting Roles|
|Monitoring and Reporting Features|
|Nimbus Personal App|
|Service Team Dashboard|
|Personal Service Owner KPI Personal Dashboards|
|Administrator-managed Non Personal Dashboards|
|Service Team Reporting|
|Service Call Supervision within the Dashboard|
|Power BI data connector and template|
|Options and Integrations|
|Microsoft Power Automate Connector|
Can be activated via User Administration per user. Allows the user to act as a front-desk operator. The Attendant Console UI grants access to an extended Address Book search, note-taking and Call Handling features (e.g. Safe and Blind transfer).
Activating this feature can result in additional license cost. Learn more on our Attendant solution page and get in contact with your Luware sales representative if you require further information or a demonstration of features.
Can be activated via User Administration or Service Administration for individual users and services respectively. Allows direct customer interaction widgets embedded on your website, without the need of additional software.
Activating this feature can result in additional license cost. Learn more on our Interact Solution page and get in contact with your Luware sales representative if you require further information or a demonstration of features.
Can be activated via User Administration for per user. Allows to open context or trigger web requests (e.g. to external CRM APIs) on direct or service calls. Requests can be individualized per user & service by using and assigning templates.
When installed as local App Assistant works directly with MS Teams without the need to have Nimbus open. The standalone app works on direct calls, an association with a Nimbus service is not required.
Activating this feature can result in additional license cost. Get in contact with your Luware sales representative if you require further information or a demonstration of features.
Additional Licensed Feature
Can be activated by Luware, catered to your regulatory compliance recording requirements. Learn more on our Solutions page and get in contact with your Luware sales representative if you require further information or a demonstration of features.
Also see → Recording Knowledge Base for an in-depth description on functionality.
Picking your Service License
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).
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 Audience||Collaborative 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.|
User groups and service users are directly tied into the channel system of MS Teams and sync automatically.
Service type licenses are selected via the Service Administration.