Nimbus is a Luware cloud-based solution that integrates seamlessly with Microsoft Teams to act as a customer communication service application. From intelligent routing of company numbers, efficient call transfers, distributed call routing to teams, up to building complex contact centers - Nimbus hears your call to action. Nimbus can be configured for any service type of your choice. On this page we explain a few core Nimbus Features so you can make an informed decision going forward.

Nimbus Key Features

(lightbulb) Links below lead to further pages in our Knowledge Base.

Integrated with Microsoft Teams and Azure
  • Luware Nimbus expands your communication strategy with Microsoft Teams to include already existing teams as customer touch points with Nimbus services.
  • The Nimbus app seamlessly integrates into any Microsoft Teams instance by adding itself as a new tab in any Teams channel.
  • Acting as the new front-desk steward of a service team Nimbus will distribute incoming calls and collect valuable Reporting metrics for that team.
  • Nimbus automatically syncs with your existing Teams and Azure configuration. As your service count grows the administrative effort to on-board remains consistent.
Quick to onboard
  • Once Nimbus Installation is complete, further service teams can be added with ease, requiring minimal administrative intervention.
  • The Software as a Service (SaaS) model of Luware Nimbus interacts directly within the Microsoft Azure cloud, allowing you to scale up without performance issues or additional hardware requirements.
  • The Nimbus user experience is fully-integrated into the Teams UI, allowing your employees to continue using their familiar communication platform with minimal training effort.
Lean and distraction-free
  • Nimbus comes with a lean and modern UI that puts focus on transparency, speed and ease of use. Technical details are hidden the background so all your team members can focus on daily business instead.
  • Because we all know that too many windows and notifications can be annoying. Nimbus comes with an optional personal app for the Teams-Sidebar, focused on your personal needs.
  • Alternatively you can open Nimbus in your browser and keep working distraction-free anywhere with no further installation requirements.
Flexible call handling
  • Enabled Features and their related reporting statistics around your team are stored in a clean and structured Nimbus Tab, right within your Teams Client where daily work takes place. 
  • A powerful Power BI interface allows to connect to our Power BI Template for your in-depth reporting and KPI monitoring needs.

Nimbus Service Types

Depending on your needs Nimbus supports various service types. You can also compare them via our Nimbus Features overview.

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

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.

The UI - all you need one click away

During a busy day the Dashboard is there to access everything your team needs. Handle incoming calls, monitor KPI, manage team member availability - everything is one click away. The User Interface of Nimbus is designed to keep learning efforts and click-depth to a minimum.

Nimbus Personal Dashboard

Optional Attendant Console integration 

Nimbus integrates with Attendant Console, our one-click call transfer solution.

  • Attendant Console is integrated into Teams client and available on all devices, e.g. Chrome Books
  • Provides a detailed queue with waiting time and caller ID (using MS Flow)
  • Pick specific calls from the Nimbus queue
  • Attendant Console can be easily activated as an add-on to Nimbus

(info) Head over to our official Luware Attendant product page to learn more.

Optional Interact integration

Nimbus also can acts as a Frontdesk directly on your website, via the use of our Interact solution.

Luware Interact is a solution that incorporates chat, voice and video calls directly into a website without any plugins. Users of Nimbus receive the customer interactions directly in their Teams client. From a customer perspective the Interact UI is very simple to use, directly embedded as a code-snippet on a website. The customer engages on a simple setup process and starts talking directly with any user of Nimbus within their Teams client. 

1.) A Interact customer starts the process

2.) A Nimbus-User is taking the call and sharing their screen directly with the customer

Before you start

Features described in the following are still in beta (experimental) stadium.

  • Features marked with are still being evaluated in both performance and usability by both our users and the development team.
  • Notable limitations and bugs may occur. An experimental feature may be temporarily disabled as improvements are implemented.
  • Based on customer feedback, scope and design of the feature may change significantly in upcoming updates.

(info) Head over to our official Luware Interact product page to learn more.

Power Automate Connector

Nimbus is easily integrated with other Microsoft applications by using the Microsoft Power Automate Connector.

Nimbus supports MS (Microsoft Power Automate) by providing a separate Connector called "Luware Nimbus".

Some possible use cases could be: 

  • A Simple Notification: Retrieve Nimbus Task -> Task gets Lost → Trigger an E-Mail 
  • Live-Data Exchange during Calls:  On Updated Nimbus Task → Retrieve caller Info →  Request Task Details from your CRM or User Directory → Update the Task Details
  • Call-Routing according to lists and parameters: e.g. VIP or Blacklist handling of calls based on Whitelists / Blacklists you keep within your service team.

With Flow connectors you can request user details and context from external systems as new users appear in the queue


  • A Microsoft Power Automate subscription with "Premium Tier" license is required to set up the necessary connectors in your Flows .
    (info) Note that the pricing for these accounts is determined by Microsoft and outside your Luware subscription.
  • Flow interaction requires an existing Nimbus service / team to be provisioned on your tenant. Power Automate Trigger Events react to activities in currently active Workflows – as defined per Workflow Service Settings. More on this in the Trigger Events chapter below.
  • You need either Team Owner or Administrator to set up these Flow tasks . (lightbulb) We recommend setting up flows as a Tenant Administrator as you have full access to services and related data entities within their respective Organization Units . This is also reducing the risk that Flow Actions and related Trigger Events stop working as data entities move or become unavailable due to changes on the user account.