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 Services 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 Service Settings, enabling Attendant Console in the main menu. Allows all users of a service to act as a front-desk operator. Grants convenient access to an extra UI with 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 Administration for individual users. Allows direct customer interaction 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 Administration for individual users. 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 with individually configurable 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 compliance recording needs. 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
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 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.|
|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.
You can configure Opening Hours and Workflows freely for each of your services.
Enables further Settings for Outbound Service Calls and Context.
Adds more Service Configuration options and Workflow Templates to pick from.
Allows for Codes and Tags to be made available to your users, e.g. to track Service Status, Upselling, Task Resolutions, etc. in your Power BI historical reporting.
Enables Distribution Policies to distribute to dynamic user groups based on skills instead of relying on fixed MS Teams / Member / Owner structures.
Allows for After-Call-Work (ACW) to shield users from further tasks, configured individually in the Distribution Service Settings.
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 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.
Skill-based - by defining your own 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.
Service type licenses are selected via the Service Administration.