Assistant

Luware Nimbus Assistant provides context during an incoming call and operates outside of your My Sessions Dashboard. Assistant can be installed on your PC as an App, allowing you to get call information or open websites without having to keep Nimbus open in a browser tab at all times. The app can also trigger automated web requests on a direct or service call, e.g. to open or update tickets in external systems. As an Contact Center Agent you can also toggle your Duty Status (skills and responsibility) at any time.

Preconditions

As administrator you need to set up Assistant and install it on client machines. Refer to Use Case - Setting up Assistant to get started. Further settings are covered in the Assistant Configuration.
Each user that wants to use the Assistant Standalone App needs to have an Assistant license applied. This is done via the User Administration. The scenarios and license requirements are explained in the table below.

Feature comparison Client / Portal

Supported Scenarios	Minimum License Requirements	Portal Assistant (Browser)
Call Flow (Incoming caller route)	None - Default Feature
Open Context in Browser (Conversation Context )	Enterprise Routing
HTTP Web Requests (Service Call Templates / Direct Call Templates )	Enterprise Routing
Switch Duty States (defined in Responsibility Profiles)	Contact Center
After Call Work (Distribution Service Settings)	Contact Center
Codes and Tags (Context Service Settings)	Enterprise Routing
Not Available Reasons	Contact Center
Outbound Service Call / Call On Behalf	Enterprise Routing	(Part of My Services / Attendant Console UI)

Usage

After the configuration and the installation are done the Application can be started and used.

Startup and Sign-In

Nimbus Assistant should be running as a small Icon in your System Tray. If you do not see this icon, ensure that Assistant is installed on your computer or ask your administrator to do so.

Click on the Icon and select "Sign in with Microsoft"
Use your Luware Nimbus credentials to sign in.

Assistant Overview

After logging into Assistant the start screen is shown. There are some points of note for you:

In the taskbar you should see the Assistant shell icon, now with a green connection indicator. Please note that this only indicates that Assistant has successfully connected with your MS Teams and is ready to receive call context. The indicator does not react to your Teams presence (Away, Available, DND, etc.).
In this state Assistantshell is already fully operable with no further steps required on your behalf. You can adjust some settings on the "Options Menu" at the top right.

Congratulations - all done! Upon incoming calls the defined actions (e.g. opening a CRM website, creating a ticket) will be triggered. Additionally you can make adjustments to your Assistant via options in the step below.

Is your connection not working (Status indicator not green)? Check the Options > Info dialogue if the connection to MS Teams is working. Ensure your MS Teams is started and connected properly, then restart Assistant. If the problem persists, please contact Support.

Is nothing happing during an incoming call? After its initial configuration Assistant should be functional, distributing context according to configuration made by your tenant administrator. If nothing is happening, get in touch with your admin to check your Assistant User Settings and see if templates from the Assistant Configuration are assigned to your user.

Options Menu

You can make some personal option adjustments in the app. :

Option	Description
Settings	Allows to configure various settings such as: The location of the assistant pop-up The menu language App autorun behavior after System start. Open the login window on application start. You may be required to regularly refresh your login as the old session can expire.
Open Nimbus	Direct link to open Nimbus portal in your browser.
Info	Connection status and App information.
Logout	Logs your user out of the App. You will not receive any call context until logged in again.
Quit	Closes the application

Profile changes

Contact Center Precondition: This option is only available for Contact Center licensed agents. A service administrator must assign Responsibility Profiles to you.

A profile can have any name (as determined and assigned by your service owner). Switching between these profiles determines your Duty State and – in extension – availability / responsibility within one or serveral Nimbus services. The default profiles are "Duty" and "Off Duty".

Not Available Reasons

Contact Center Precondition: This option is only available for Contact Center licensed agents. A service administrator must assign Not Available Reasons to you.

Not Available Reasons (NAR) requests appear whenever you switch to a MS Teams presence that Nimbus considers as "Not Available" for calls. Mutliple reasons can "stack up" this way and can be filled individually, most recent first.
To provide a reason, click on "Fill Out" an either select one of the "top" reasons or one from the pulldown menu.

Note: Nimbus will keep track of Not Available Reason requests for up to a week, after which the request will be closed. All reasons provided will be part of the Nimbus Reporting Model and reflected in Power BI.

After Call Work

Contact Center Precondition: This option is only available for Contact Center licensed agents. ACW must be enabled in service Service Settings.

You can handle your After Call Work (ACW) within Assistant. This additional time allows you to fulfill tasks before getting the next potential call distributed. If allowed via your service settings, you can extend this time or stop it prematurely.

Codes (and Tags)

Enterprise Routing Precondition: This option is only available for Enterprise Routing licensed services. Codes must be defined in your Configuration and then applied in Context Service Settings

During an active call and → ACW (see below) you can use codes and tags to signal call closure, decisions or any other purposes of your choice.

Note that codes are predefined as per preconditions, while tags can be chosen freely during a call. Tag suggestions will be made based on existing tags from previous calls (and other users).

Tags and codes are recorded as part of the reporting data and show up in the Power BI reports.

Call Flow

This tab shows the flow of the incoming call. The original caller PSTN (number) as well as any previous transfers are shown in a historical line.

This tab serves informational purposes to prepare yourself for incoming calls, e.g. by knowing which services the customer has already talked to.

Info

Shows additional information on the incoming caller:

Example Call	#	Description
	1	Internal Caller Info: Showing E-Mail and IM Address Shows "Empty" on external calls
	2	Custom Parameters: Only shown when filled Can be filled by Conversation Handling Activities (e.g. "Collect Information / Save to Parameter" Can be filled by Microsoft Power Automate Connector on certain Trigger Events. Refer to our Power Automate Use Cases that showcase how to retrieve external System information (e.g. from your company's CRM) and store them into parameters Any Context - Fields and Parameters is only shown when it differs from its default values (filled by any of the methods above).
	3	Phone Number: Only shown on external calls. Shows "Empty" on internal calls.
	4	Additional Controls: Copy to Clipboard - will copy all Info field contents (1-3) into your clipboard as plain-text format. Open Portal - will open Nimbus My Sessions in your default browser.

Call On Behalf (Outbound Service Calls)

Enterprise RoutingContact Center Precondition: This option is only available for Enterprise Routing and Contact Center licensed services. A service administrator must enable "Outbound Service Call" in the Distribution Service Settings.

Allows you to make outgoing calls "on behalf of" a service:

Open Assistant and click on the "Call on Behalf" icon.
Enter a target name (from your Address Books or telephone number.
Select the "Outbound Service" you want to call on behalf of.

Please note: This feature makes use of base Nimbus Outbound Service Call / Call On Behalf features. It's subject to the same limitations on PSTN licensing, reporting and search.

Known Limitations

Assistant does show Teams Presence only when no Contact-Center license is assigned to the agent. Otherwise the "availabiltiy" from Nimbus services is shown.

→ If you need this information, we recommend having Nimbus open in the My Sessions view (either in MS Teams or Browser tab) whenever you handle a call.

FAQ

Question

Answer

Can Assistant also run standalone without a Nimbus service?

Yes, but only supporting Direct Call Templates.

Preconditions: The Agent needs an Assistant license and the necessary call templates assigned, done via Administration > Assistant User Settings.

The Assistant UI will not show any additional information. It will just trigger the assigned template for direct calls. Other service functionality such as Conversation Context or User States (profile) will not work without a Service assignment.

What are the feature differences between the portal (website) and client (standalone) Assistant

See comparison table on top of this page. We always strive to offer the same user experience on both platforms if possible.

Can I make an Outbound Service Call / Call On Behalf with Assistant?

This is currently limited to the Nimbus UI (My Overview or My Services view). We will make this feature available in a new update.