Luware Product Glossary Page Index Introduction to Nimbus Nimbus Features Nimbus in a Flash Distribution Order Latest Release Notes Nimbus BI Template Release Notes Release Note History Release Notes 2024 Release Notes 2023 Release Notes 2022 Release Notes 2021 Task Queue and Distribution Task Priority Distribution Types User States Audio/Video Email External Task Instant Messaging Nimbus Reporting Model Nimbus KPI Calculations Data Aggregation OData Feed Installation Prerequisites Upload App Manifest Nimbus Installation Personal App Installation Assistant Installation Service Provisioning Provisioning via Microsoft PowerShell Nimbus App Permissions Microsoft Graph PowerShell Permissions Example Routing Scenarios Uninstalling Nimbus Administration Overview License Management Operations User Preferences (Admin) Modalities & Features Requirements and Configuration Steps Multihoming Use Case - Routing Unassigned Numbers to Nimbus Role-based Access Concept (RBAC) User Role (RBAC) Matrix Admin Roles Portal Roles Power Automate Roles Reporting Roles Tenant Administration General Tenant Settings Contact Tenant Settings Data Privacy Tenant Settings Provisioning Tenant Settings Extensions Tenant Settings Modalities Tenant Settings Licenses Tenant Settings Pushing Tenant Updates via Script Deleting a Tenant Use Case - Filtering Attendant Contact Search via MS Graph Use Case - Setting Up a Federation IT Helpdesk Service Administration Create Service Delete Service User Assignment Types License Downgrade Service Permissions Service Types Use Case - Setting Up a Basic IVR Service Use Case - Setting Up a Contact Center Best Practices - Omni Channel Contact Center User Administration General User Settings Services User Settings Roles User Settings Skills User Settings Skills and Responsibilities Assistant User Settings Interact User Settings Address Books Distribution Policies Not Available Reasons Organization Units Workflow Templates Responsibility Profiles Non-Personal Dashboards Mailboxes Speech Recognizers Assistant Service Context Direct Templates Service Templates Template Actions Use Case - Chaining of Assistant Requests Use Case - Retrieving Microsoft Entra ID Fields via Agent Token Assistant Configuration Use Case - Exposing an API via Microsoft Entra ID Assistant Prerequirements Use Case - Setting Up Assistant Interact Domain Templates (CORS) ACS Instance Setup Interact SDK Use Case - Enabling Additional Authorization for Interact Use Case - Setting Up Interact Use Case - Setting Up Instant Messaging Bulk Editing Bulk Operation Overview Frontend Portal Overview Interact Best Practices - Multihoming Best Practices - Omni Channel Contact Center Best Practices - Designing Adaptive Cards for Nimbus and MS Teams Best Practices - Bulk Editing Configuration Opening Hours Parameters Playlists Workflows Resources Workflow Activities Overview Workflow Editing Avoiding Workflow Issues Use Case - Creating a Call Workflow Use Case - Distinguishing External from Internal Calls Check Activities Conversation Handling Activities Queue Activities Regular Expressions Codes Tags Use Case - Defining and Using Codes Use Case - Defining and Using Conversation Context Conversation Context Service Settings General Service Settings Modality Service Settings Distribution Service Settings Extensions Service Settings Agent Service Settings Users Service Settings Interact Service Settings Virtual Assistants Service Settings Personal Dashboards Dashboard Widgets Dashboard Widget Properties Dashboard Supervision Nimbus Personal App My Overview Services Overview My Sessions Sessions List Nimbus Teams Tab Live View Statistics Call Handling Email Handling External Task Handling Instant Message Handling Adaptive Cards Duty States RONA Call On Behalf Outbound Call User Preferences (Portal) User Notifications Nimbus User Permissions Assistant Click to Call Use Case - Adding a Nimbus Click to Call Button in Salesforce Use Case - External Task in Combination with Nimbus Assistant Assistant Installation Attendant Console Attendant Settings Attendant Console 2.0 - Permissions Attendant Console 2.0 - Contact Groups Attendant - Blind Transfer Attendant - Consultation Call Attendant - Safe Transfer Attendant - Session Hold via Call Park / Hold and Retrieve Attendant - Service Transfer Transcription Nimbus Power Automate Connector Setting Up Power BI Integration Possibilities Nimbus Reporting Model OData Feed Static Dimensions Slowly Changing Dimensions Facts - Columns and Data Types Data Aggregation Use Case - Connecting to OData via Postman Use Case - Connecting to OData Feed Using Excel Nimbus BI Template Release Notes Setting Up Power BI PBI Incremental Refresh PBI Advanced Incremental Refresh BI Permissions Nimbus KPI Calculations Nimbus Power BI Template Overview Use Case - Filtering the BI Report Data Model Quickly Use Case - Publishing the Power BI Report with Row-level Security Publish to Power BI Service Performance Overview Reports Power BI Paginated Reports Nimbus Power Automate Connector Updating the Nimbus Custom Power Automate Connector Custom Connector Connector Migration Creating an Example Flow System Fields and Parameters Trigger Events Flow Actions Power Automate Use Cases Use Cases Introduction Use Case - Creating an External Task Use Case - Retrieving Microsoft Entra ID Fields via Agent Token Use Case - Using Example Direct Call Templates with HubSpot CRM Use Case - Creating a Call Workflow Use Case - Defining and Using Codes Use Case - Defining and Using Conversation Context Use Case - Connecting to OData via Postman Use Case - Distinguishing External from Internal Calls Use Case - External Task in Combination with Nimbus Assistant Use Case - Creating and Opening a Salesforce Task as Agent Accepts a Call Use Case - Adding a Nimbus Click to Call Button in Salesforce Use Case - Building a Voicemail Handler Use Case - Triggering Power Automate Flows from anywhere Use Case - Integrating a Copilot Chatbot with Nimbus via Direct Line API Use Case - Setting On-Call Agents via Outlook 365 Calendar Entry Use Case - Expected Queue Waiting Time Announcement Use Case - Adding External Address Books via Power Automate Use Case - Adding Custom Data to Luware Power BI Reports Use Case - Answering a Dynamics Customer Voice Survey within the IVR Use Case - Building a Priority Service in Enterprise Routing Use Case - Building a Properties Management Customer Service with Nimbus, Teams, and HubSpot Use Case - Collecting Data from Customers in an Automated IVR without Agents Use Case - Creating a Callback Task in Dynamics 365 Use Case - Creating a Custom Settings Page for a Workflow Use Case - Creating a Dynamic Emergency Message Routing Scenario Use Case - Creating a ServiceNow Ticket Based on User Input Use Case - Creating an Incident Task in ServiceNow Use Case - Creating an IVR Ticket Service with Zendesk Use Case - Creating Tasks in Planner for All Nimbus Service Calls Use Case - Extending the Standard Power BI Report with IVR Choices Use Case - Forwarding Voicemails Received in Nimbus to Email Use Case - Looking Up a Caller to Open Dynamics 365 Contact Context Use Case - Looking Up Caller Data From a Simple Excel List Use Case - Looking Up Caller Information from Zendesk Use Case - Looking up caller information in BSI CRM Use Case - Looking Up Caller Information in HubSpot Use Case - Looking Up Phone Numbers via Search.ch API Use Case - Managing Caller Data in SharePoint Lists Use Case - Planning After-Call Work with Teams, Office and Nimbus Use Case - Posting Interactive Custom Adaptive Cards to Agents Use Case - Retrieving Called Agent Information from O365 Use Case - Sending SMS through ACS in Nimbus Use Case - Set Preferred Agent from CRM Use Case - Showing a Dynamic List of Ticket Links in Nimbus Assistant Use Case - Storing External CRM Data in Custom Parameters Use Case - Storing the Luware Recording Link in a CRM Use Case - Transferring Calls to an On-Call Agent from a SharePoint List Use Case - Using Save to Parameter Activity to Create Custom Triggers in the Workflow Use Case - Waiting for a Parameter to be Updated via Power Automate Use Case - Working with Blacklists or Whitelists in Nimbus Use Case - Integrating a Customer Satisfaction Survey with Nimbus Use Case - Caller Information from Graph Use Case - Connecting to Azure Table Storage Inside a Flow Use Case - Collecting Customer Survey Values from a Workflow Use Case - Creating a Dynamic IVR with TTS Use Case - Scheduling a Callback Task in Nimbus for Missed Calls on Demand How to use the "Save to Parameter" Workflow Activity Use Case - Creating Nimbus Outbound Calls from a List of Scheduled Tasks Use Case - Looking Up Caller Information and Creating a Task in Salesforce Use Case - Connecting to OData Feed Using Excel Use Case - Routing WhatsApp Messages Through Nimbus Nimbus Power Automate Connector Use Case - Integrating a Copilot Chatbot with Nimbus Use Case - Analyzing a Transcript Use Case - Analyzing Email Content With AI Use Case - Schedule Automatic Callbacks from a Nimbus Queue Use Case - Creating a Callback Task for Missed Calls in Salesforce Use Case - Updating a Task for a Known Contact in Salesforce Use Case - Triggering Power Automate Flows from anywhere Use Case - Integrating a Copilot Chatbot with Nimbus via Direct Line API Use Case - Expected Queue Waiting Time Announcement Use Case - Setting On-Call Agents via Outlook 365 Calendar Entry Use Case - Implement 2-Factor Authentication by Verifying a Phone Number with SMS Token Use Case - Enabling Additional Authorization for Interact Use Case - Exposing an API via Microsoft Entra ID Use Case - Setting Up Assistant Use Case - Setting Up Instant Messaging Use Case - Setting Up Interact Use Case - Routing Unassigned Numbers to Nimbus Use Case - Chaining of Assistant Requests Use Case - Setting Up a Basic IVR Service Use Case - Setting Up a Federation IT Helpdesk Use Case - Filtering Attendant Contact Search via MS Graph Use Case - Setting Up a Contact Center Use Case - Setting Up Email Use Case - Setting Up Transcription Best Practices - Omni Channel Contact Center Use Case - Tracking Extended User Presence via Application Permission Use Case - Setting Up a Speech Recognizer in Azure Portal and Nimbus FAQ and Troubleshooting How to use this Knowledge Base Nimbus Glossary Documents Recording - Latest Release Notes Recording - Release Note History Introduction to Recording User Roles and Groups Recording Features Operational Modes Solution Packages Initial Setup and Configuration Azure Storage Preconditions MS Teams Chat Recording Preconditions Setting Up the MS Teams Recording Control App Recording Application Permissions Documents Documents