Nimbus Installation

Prerequisites - Before you start

Please make sure to read the Installation Prerequisites before starting the installation steps below.

The installation may require users in different roles:

Role	Description
TENANT ADMIN	Required, to upload the Nimbus app to your tenant and confirm certain Service Settings changes made by team owners via Provisioning Script.
TEAM OWNER	Required (or substituted by Admin), to add Nimbus service functionality to any owned team. Can configure Service Settings, some of which need to be confirmed by a Tenant admin.
TEAM MEMBERS	Optional, mainly concerned with the Usage of Nimbus, but not required for installation and first-time setup. Can only adjust User Settings for personal preference and grant Required User Permissions if not done globally by the Tenant Admin.

Nimbus Installation Steps

Need to Uninstall Nimbus instead?

Upload app manifest

For Nimbus to be available in your Tenant (to allow your users to install it from MS Teams Apps list), the app manifest needs to be uploaded first

Retrieve the Nimbus manifest ZIP file from Luware. Your Nimbus onboarding team will provide you with a download link.
You can have a look inside, but you don't need to unzip the archive for the next steps.

Luware Support

Website https://luware.com/support/
Helpdesk https://helpdesk.luware.cloud
Service Status https://status.luware.cloud/
Login to MS Teams Admin Center as Tenant Admin
1. Go to Teams apps > Manage apps
2. Select the Upload new app option
3. Click the Upload button and select the manifest ZIP file → A "New app added" message should confirm the successful upload
Verify the App's entry and new version within the "Manage Apps" Screen.
Also read on how to update an existing app further below.

Luware Nimbus successfully added to the Teams Apps

Check app permission policies

Still within Teams Admin Center, go to Teams Apps > Permission policies
Add a new permission policy entry to the list

Permission policy entry for the Nimbus custom app
For each App Permission policy that will be assigned to your Nimbus administrators and end-users, check the settings for "Custom apps"
1. This must be set to either "Allow all apps" or "Allow specific apps" - If this is not the case, please amend it to one of above.
2. Note that changes may take a while before fully replicated throughout MS Teams, eventuallymaking the Nimbus App become visible to your users.
Allowing the Nimbus custom App

Inform your userbase to adopt the update

After each successful App manifest change you may want to inform your local Nimbus users of the update. Pop-Ups in MS Teams will also inform users that new versions are available.
Note that Users with the Nimbus Personal App installed will need to click "View update" and install the app via "Update".

Pending Nimbus Personal App update for a user
The update notice may also appear for Teams using the Nimbus Teams Tab. In this case the update needs to be confirmed by either a Tenant Admin or Team owner.

Pending Nimbus update in a Teams Channel

Manifest Updates and End-User experience

While optional in most cases, App-updates are always disruptive to an extend. To keep impacts low, we will inform in our Release Notes and communicate significant changes in advance whenever your App manifest should or must to be updated.

In any case, be aware of the following changes after an App update:

Permission changes: App updates may entail changed User Permissions and App Permissions as well as changes to the available User Login and Settings experience. Make sure to read the Introduction to Nimbus and our Security Whitepapers to learn how Nimbus uses this data.
Single-Sign-On: Nimbus supports Single-Sign-On, reducing the amount of necessary logins for Nimbus especially in a multi-service-participation scenario for your MS Teams users.
After initial consent, the login token from MS Teams will be used for Nimbus as well. → Also see User Settings.
SSO requires the latest App manifest to be installed on your Tenant. Note that after a new manifest update, each Nimbus user needs to confirm the Nimbus App update as described in the step above. This will grant permissions for individual login-token usage and enable the latest Single-Sign-On (SSO) features.

Good to know: When your userbase exclusively uses Nimbus in-browser, the manifest update and notify procedures described on this page do not apply. However, users will always need to sign-on every time they open Nimbus in browser, regardless of their login status in MS Teams.

Service Provisioning

Preconditions

Ensure you learn about the Required Permissions for Nimbus Apps and Services. Additional User Permissions will be requested from the onboarded Nimbus users during service team provisioning and first login.

External access required

TENANT ADMIN You need your tenant to allow external communications with the "luware.com" domain.

Learn more about managing external access

The necessary configuration steps are described in the Microsoft Teams Documentation: Manage external Access.

You will also need to disable the "Enhanced Presence Privacy Mode" policy which prevents visibility of the Teams Presence.

About the "Enhanced Presence Privacy Mode"

The "Enhanced Presence Privacy Mode" is a global configuration which, if enabled, prevents all external organizations from viewing the Teams Presence status of your users via Teams Federation.

If this mode is enabled, Nimbus will see all users as permanently Offline, and thus won't be able to distribute calls to them.

This is a legacy configuration option used in Lync / Skype for Business which is not available anymore in the Microsoft Teams Admin Center and can only be viewed and configured via PowerShell. It is a global setting that always applies to all users and cannot be deactivated or bypassed for individual users.

You can check whether this is enabled in your tenant by running the following PowerShell command:

Get-CsPrivacyConfiguration | Select EnablePrivacyMode

POWERSHELL

The command will return "True" if the Enhance Presence Privacy Mode is enabled, or "False" (default value) if it is disabled.

To deactivate it, run the following command:

Set-CsPrivacyConfiguration -EnablePrivacyMode $false

POWERSHELL

Why are these steps necessary? Without being able to read the Teams presence data of your users, Nimbus will consider them as Offline and thus not available for call distribution. They will not be able to receive any inbound calls or place any outbound calls via Nimbus.

Good to know

Nimbus can be added to any existing Team within MS Teams. If not marked otherwise, all steps below can be done performed either by a TENANT ADMIN or TEAM OWNER.

Administrators may change the minimum role needed or completely disable provisioning of new teams via Tenant Administration > Provisioning.

Provisioning a service according to steps below will automatically apply the Advanced Routing license to your service with the default minimum set of Nimbus Features. Contact your service partner or Luware support if you need any other Service types with their according license applied.

Before starting your installation, please note:

First time Nimbus installation

Existing Nimbus installation

TENANT ADMIN Make sure you are the FIRST person to provision the first new Nimbus service on your tenant. Only during the first installation you will be prompted to select a region for all your (future) tenant data. Refer to the Introduction to Nimbus and our Whitepapers in the Documents section for more details on which data gets stored.

After this decision is made, tenant data is stored on the corresponding region. Once made a selection cannot be changed, as all your future Nimbus service teams and their call data are automatically stored under that tenant.

We recommend to pick the region mainly for billing (currency) and data-law / compliance reasons. Performance should not be affected by your choice.

TEAM OWNER With Nimbus already present on your tenant and at least one service team existing, future Service Provisioning can be done without having to pick a region again.

Add Nimbus to a Team

There are two methods to add Nimbus to a Team:
1. Go to the store and search for Nimbus. Locate the Nimbus app and click "Add "
  OR
2. Navigate to the Team itself, click on "Add a Tab" to install Nimbus this way.
  
  Equal methods to add Nimbus to a team
  You might be requested to log-into your O365 account to confirm the installation.
  If a Nimbus service already existed for this team, the previous tab will be restored.
Select the team you want to add Nimbus to:
1. Read and confirm the License Terms.
2. Change or keep the "Service Name" (default = team name) and "UPN", then confirm. These details can be changed later via General Service Settings
3. Select an Organization Unit (OU) for your new service.
  What is this? The OU determines placement and visibility of the new service, its users and related Configuration resources. This can be changed later via General Service Settings.
  When uncertain what to select here, leave this setting at its default.
  Note that this field may be disabled or hidden depending on your logged-in user rights.
  
  Nimbus installation dialogue

At this point

→ Nimbus is now being installed and a Nimbus-Tab will appear within the team channel:

All team members will be able to see the Nimbus tab and access Nimbus Features.
Note that the Service UPN is defined but cannot yet be called yet. (→ A script run is required as described below)
Existing MS Teams roles (owner and member) are included as Nimbus users. More on this in Roles and Permissions.
Calls from outside your tenant can't be made just yet. This requires a PSTN license assignment.

Further settings are required, e.g. to assign a PSTN → Continue with the next step which will venture into the newly created team's Service Settings.

Grant Consent

TENANT ADMIN recommended. Nimbus will ask each (new) user for Required User Permissions. As a Tenant Admin you can give this consent once so users are not required to do this individually.

Open the User Settings
Under "Admin Permissions" review and grant all required permissions. → The status changes to a Checkmark .

Why is this required and what happens if these rights are not granted? Nimbus will only support basic MS Teams functionality. Read Required User Permissions for more details on how to manage and revoke these rights.

Adapt Service Details

Now it's time for some last adjustments to get the team publicly registered in Microsoft Azure (Cloud) and assign and – if required – add an externally reachable PSTN.

Precondition: Nimbus has been added to a team → The Nimbus tab is visible for that team. This step should be done in conjunction with the (future) Service Team Owner and the Tenant Admin on standby.

When opening Nimbus via the Tab for the first time you are required to log in. Afterwards you will be presented with a screen like the following:
Go to the Service Settings > "General" Tab
Double-Check Service Display Name and SIP-address and adapt them as needed.
If you are hybrid, use the online-only namespace such as lunifico.microsoft.com to make it simpler.
Optionally you can also assign an external PSTN / E.164 number for your Nimbus team. This requires additional licenses distributed by Microsoft. (Learn more → Refer to "Microsoft 365 Phone System - Virtual User")
Confirm your changes with "SAVE & APPLY".
TENANT ADMIN Your tenant admin needs to run the provisioning script to apply changes marked with a warning sign.

Why is this needed? The Script run will require Tenant Admin permissions as it will connect to Azure and register the service or potential settings.
Note that future changes will always require another Script Run. Details are explained in the next step.

Script Run & Test Call

TENANT ADMIN required. Each service settings change that affects the call endpoints or phone number licensing must be confirmed by a Tenant Administrator:

When all settings are to your liking, execute the PowerShell script and follow instructions inside .

TEAM OWNER Optionally: Once the script was executed by an administrator the call endpoints and necessary licenses should be established.

Infos on the Script

The script can be downloaded via your User Settings page or by using the following links:

_{Provisioning Script URLs:}

Switzerland: https://portal.luware.cloud/api/manifests/NimbusProvisioning.ps1
Germany: https://portal.de-01.luware.cloud/api/manifests/NimbusProvisioning.ps1
UK: https://portal.uk-01.luware.cloud/api/manifests/NimbusProvisioning.ps1

The Nimbus provisioning scripts are automatically propagated with the necessary team information, so there is no need for you to update or manipulate the script manually.

Upon first execution the script will automatically download and install necessary dependencies on your system.
The script is version-controlled, so trying to execute an outdated version will result in an error message and a link where the latest version can be found.
Every change to the team (e.g. UPN, PSTN or other vital settings) will require a re-execution of the script by any user with tenant administrator rights. Other settings without script & execute indicators are applied immediately.
Changes to the PSTN / E.164 settings are depending on Microsoft's response time and outside of Nimbus "jurisdiction". Please allow for at least 5 minutes for any changes to apply to Azure.

Recommended: Test Call

You can now start a Test Call (also available within General Service Settings) to see if the bot is taking calls and routing them towards your new (service) team. Read the next steps below to configure your new service.

Note that test calls are made to the UPN of the service. PSTN calls you need to test with manually dialing from a user with an according PSTN license or using your cell phone.

Test calls are treated like any other call and are counted towards the Reporting metric. They should be reflected in Nimbus service reporting tabs accordingly.

Recommended next steps

Before you go on, familiarize yourself with the Roles and Permissions system of Nimbus. Test the Login to the Nimbus front- and backend either in the Teams App or a separate browser window. The URLs are as follows:

Frontend (Portal) URLs	Admin Panel URLs
_{Portal URLs:} Switzerland: https://portal.luware.cloud/ Germany: https://portal.dewe-01.luware.cloud/ UK: https://portal.ukso-01.luware.cloud/ Make sure to configure your web proxies to allow access to these domains or whitelist the complete *.luware.cloud domain.	_{Admin Panel URLs:} Switzerland: https://admin.luware.cloud/ Germany: https://admin.dewe-01.luware.cloud/ UK: https://admin.ukso-01.luware.cloud/ Make sure to configure your web proxies to allow access to these domains or whitelist the complete *.luware.cloud domain.

Once basic setup is complete you can start the Configuration of your service, e.g. to test various Service Settings , Workflows , Opening Hours and all the other Nimbus features.
As a great starter we recommend Use Case - Creating a Call Workflow. Check out our List of Use Cases for further inspiration.
We recommended adding more Nimbus users to your new service team to verify any changes to your settings in a test call scenario.
Once you are familiar with your first service, learn more about the other Service types offered by Nimbus.

Optional: Personal App

Every user with Nimbus access can install the Nimbus Personal App in their teams client. The App is a quick way to access Nimbus functionality without having to leave MS Teams and focus on your browser.

Add Nimbus to your MS Teams sidebar

In Teams, open the "..." Options dialogue and search for "Nimbus"

Locate the Nimbus app and click on it for more information.

Depending on your partnership Luware and the App installed the name variant of the Nimbus App may vary

Read and confirm the Licensing agreement.

Nimbus stores personal information during use. Make sure you read the privacy policy and terms of use carefully.

To add the app to your sidebar, click "Add".

You might be requested to log-into your O365 account to confirm the installation.

Please note that Nimbus will ask for Required User Permissions which might change with future updates and expanded Nimbus Features. Make sure to review the permissions on a regular basis.

At this point you should be able to access the Personal App directly from the sidebar.

We recommend pinning it to the sidebar so you always have quick access.

Adding the Nimbus App to MS Teams

Pinning the installed Nimbus App to the sidebar

Getting started

Congratulations! You can start using Nimbus via web login in your browser (see "Portal/Admin" links at the top right of this page), or access the Nimbus Teams Tab created in your MS Teams client after a successful installation.

Users	Recommended topics to read
All new Nimbus users	Get familiar with technical terms in the Nimbus Glossary. Learn the difference between the Nimbus Personal App and the Nimbus Teams Tab. Both display incoming calls, among other important daily metrics. Once you know the basics, visit our List of Use Cases to learn how to use Nimbus more efficiently.
TENANT ADMIN	Learn how to manage multiple teams within the Administration Overview. You might want to familiarize yourself with all Nimbus features and expansions.
TEAM OWNER (Service Owners)	Learn more about advanced topics such as Task Distribution and Organization Units. Afterwards you can head to the Configuration and Service Settings to adjust each of your Nimbus services to your liking. Once your first Workflows are in place you might want to learn about the Microsoft Power Automate Connector which opens up Nimbus for powerful interactions with other systems. If you are concerned with performance and KPI metrics, learning about Power BI and the Nimbus Reporting Model is essential.
TEAM MEMBERS (Service Users)	After your first login, we also recommend heading to your User Settings 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.

_UCID

_{UC NIMB 000}

Website	https://luware.com/support/
Helpdesk	https://helpdesk.luware.cloud
Service Status	https://status.luware.cloud/