Pages in this category

• Use Case - Adding External Address Books via Power Automate

  It is possible to add an external address book to Nimbus with the use of the Nimbus Power Automate Connector. In this example,...

  November 30th, 2023 2245 views 0 likes
• Use Case - Adding Custom Data to Luware Power BI Reports

  In this Use Case we cover the following scenario: The Nimbus service workflow asks the caller for an input, we'll trigger on a Parameter...

  November 30th, 2023 1311 views 0 likes
• Use Case - Answering a Dynamics Customer Voice Survey within the IVR

  "Microsoft Customer Voice" is an easy to use customer survey tool providing text-based surveys via forms. Surveys can be sent out to...

  December 1st, 2023 1247 views 0 likes
• Use Case - Building a Priority Service in Enterprise Routing

  This use case illustrates how to distribute "priority" calls quicker than "non-priority" calls without making use of the Workflow Activities - Distribution...

  December 1st, 2023 1175 views 0 likes
• Use Case - Building a Properties Management Customer Service with Nimbus, Teams, and HubSpot

  Consider, we are a property management company. We have the following use cases: When a NEW customer calls, ... the...

  December 1st, 2023 1179 views 0 likes
• Use Case - Collecting Data from Customers in an Automated IVR without Agents

  In this Use Case, Clients want to report their energy usage to their energy provider. They want to call an IVR...

  December 4th, 2023 1081 views 0 likes
• Use Case - Creating a Callback Task in Dynamics 365

  This Use Case describes the following situation: In Nimbus, we want to ask the caller if he wishes to be...

  December 4th, 2023 1309 views 0 likes
• Use Case - Creating a Custom Settings Page for a Workflow

  The Problem: Agents are only members in a service team and - as per default permissions - cannot change the service...

  December 4th, 2023 962 views 0 likes
• Use Case - Creating a Dynamic Emergency Message Routing Scenario

  In this use case, we're going to tackle a scenario where your service can enable an emergency/special announcement that lasts for...

  December 4th, 2023 1067 views 0 likes
• Use Case - Creating a ServiceNow Ticket Based on User Input

  🔍Related Page:  This use case is a more complex extension to Use Case - Creating an incident task in ServiceNow.   ...

  December 4th, 2023 1517 views 0 likes
• Use Case - Creating an Incident Task in ServiceNow

  We want to create an incident Record in ServiceNow based on the information the caller gives us. The flow is as follows:...

  December 4th, 2023 1790 views 0 likes
• Use Case - Creating an IVR Ticket Service with Zendesk

  In this use case, we're going to create an IVR for a helpdesk ticketing line. When a call comes in, the...

  December 4th, 2023 1283 views 0 likes
• Use Case - Creating Tasks in Planner for All Nimbus Service Calls

  In this Use Case we want to create different tasks in Microsoft Planner depending on the call outcome: Missed Calls without leaving...

  December 4th, 2023 1040 views 0 likes
• Use Case - Extending the Standard Power BI Report with IVR Choices

  In this Use Case, we want to collect the IVR choices of callers and evaluate them in the Power BI...

  December 4th, 2023 1183 views 0 likes
• Use Case - Forwarding Voicemails Received in Nimbus to Email

  In this use case we want to tackle the following scenarios: When a voice message is received in Nimbus, we...

  December 4th, 2023 1941 views 0 likes
• Use Case - Looking Up a Caller to Open Dynamics 365 Contact Context

  In this use case, we want to look up information about a caller in Microsoft Dynamics and show it in...

  December 4th, 2023 1511 views 0 likes
• Use Case - Looking Up Caller Data From a Simple Excel List

  In this use case, we want to use the Nimbus Power Automate Connector to retrieve caller information data that has been stored...

  December 4th, 2023 1601 views 0 likes
• Use Case - Looking Up Caller Information from Zendesk

  In this Use Case, we're going to look up caller information in Zendesk (CRM) and display it in Nimbus. We...

  December 4th, 2023 1104 views 0 likes
• Use Case - Looking up caller information in BSI CRM

  In this Use Case we're going to create a BSI CRM lookup. PRECONDITIONS You require service owner rights in Nimbus to create...

  December 4th, 2023 1309 views 0 likes
• Use Case - Looking Up Caller Information in HubSpot

  In this use case, we're going to create a connection to HubSpot CRM: We want to look up the Nimbus...

  December 4th, 2023 1309 views 0 likes
• Use Case - Looking Up Phone Numbers via Search.ch API

  Local.ch and search.ch are services of the Swisscom Directories (https://www.localsearch.ch/). The platform’s core product is basically Switzerland’s phone directory and services range from...

  December 4th, 2023 2210 views 0 likes
• Use Case - Managing Caller Data in SharePoint Lists

  Using the Nimbus Power Automate Connector, you can retrieve caller data to fill in a call list for your team. This...

  December 4th, 2023 1605 views 0 likes
• Use Case - Planning After-Call Work with Teams, Office and Nimbus

  In this use case, we want to make use of the Microsoft Office 365 suite to tackle our after-call work. When...

  December 5th, 2023 1709 views 0 likes
• Use Case - Posting Interactive Custom Adaptive Cards to Agents

  In this use case, we want to show you how to implement a custom adaptive card  (🔍 See: https://adaptivecards.io/). We want to...

  December 5th, 2023 1481 views 0 likes
• Use Case - Retrieving Called Agent Information from O365

  Using the Nimbus Nimbus Power Automate Connector, you can retrieve the internal Nimbus user (Agent) that your caller (Customer) was connected to. This...

  December 5th, 2023 884 views 0 likes
• Use Case - Sending SMS through ACS in Nimbus

  This use case demonstrates the capability of sending SMS to customers using Azure Communication Services. We will set up a...

  December 5th, 2023 1226 views 0 likes
• Use Case - Set Preferred Agent from CRM

  This Use Case provides step-by-step instructions on how to set preferred Agents from a 3rd party system like a CRM...

  December 5th, 2023 1291 views 0 likes
• Use Case - Showing a Dynamic List of Ticket Links in Nimbus Assistant

  This use case shows how to build a  "CustomContextParameters"  array dynamically based on a collection of tickets of a caller....

  December 5th, 2023 963 views 0 likes
• Use Case - Storing External CRM Data in Custom Parameters

  Using the Nimbus Power Automate Connector, you can retrieve customer input, look up data (e.g. in an internal CRM) and store the...

  December 5th, 2023 1220 views 0 likes
• Use Case - Storing the Luware Recording Link in a CRM

  We want to store the Luware Recording link with the customer in the CRM. The Nimbus Power Automate Connector has access to...

  December 5th, 2023 1075 views 0 likes
• Use Case - Transferring Calls to an On-Call Agent from a SharePoint List

  In this use case, we want to set up a simple logic in our service workflow to assign the correct on-call...

  December 5th, 2023 1378 views 0 likes
• Use Case - Using Save to Parameter Activity to Create Custom Triggers in the Workflow

  In this use case, we're going to show how you can create your own (additional)  Trigger Events  in a Nimbus workflow....

  December 5th, 2023 1162 views 0 likes
• Use Case - Waiting for a Parameter to be Updated via Power Automate

  This use case describes how to implement the same logic for all other modalities as a workaround to populating Nimbus...

  December 5th, 2023 858 views 0 likes
• Use Case - Working with Blacklists or Whitelists in Nimbus

  In this article, we will show how to black- or whitelist specific numbers to improve our routing decisions. Blacklisting numbers...

  December 5th, 2023 1236 views 0 likes
• Use Case - Integrating a Customer Satisfaction Survey with Nimbus

  In this use case, we explore how customers should be given the opportunity to rate the services they called. We are...

  December 5th, 2023 1257 views 0 likes
• Use Case - Caller Information from Graph

  In this use case, we're going to describe how you can set up Nimbus to look up internal user numbers...

  December 15th, 2023 1517 views 0 likes
• Use Case - Connecting to Azure Table Storage Inside a Flow

  The Problem: Iterating through Excel rows inside a Power Automate flow can become time-consuming when the sheet exceeds a certain...

  December 15th, 2023 1493 views 0 likes
• Use Case - Collecting Customer Survey Values from a Workflow

  In this Use Case we create a workflow for a customer satisfaction survey and gather the responses to be able...

  December 15th, 2023 947 views 0 likes
• Use Case - Creating a Dynamic IVR with TTS

  In this Use Case we tackle the following scenario: Your call center offers lots of options in an IVR. For...

  December 18th, 2023 940 views 0 likes
• Use Case - Scheduling a Callback Task in Nimbus for Missed Calls on Demand

  When a service misses a call, we want that the whole Nimbus service team gets a notification, and any agent...

  December 18th, 2023 1383 views 0 likes
• How to use the "Save to Parameter" Workflow Activity

  This how to explains what you can do with the Workflow Activity "Save to Parameter". We cover the following topics:  How to...

  December 18th, 2023 1149 views 0 likes
• Use Case - Creating Nimbus Outbound Calls from a List of Scheduled Tasks

  In this use case, you will learn how to do outbound call campaigns and run outbound calls on a scheduled...

  December 18th, 2023 1446 views 0 likes
• Use Case - Looking Up Caller Information and Creating a Task in Salesforce

  In this use case, we want to cover the following scenario: When a call comes in, then populate the caller...

  December 4th, 2023 1505 views 0 likes
• Use Case - Connecting to OData Feed Using Excel

  In this use case we explore how you can connect to the Nimbus OData Feed API using Excel. This is...

  February 12th, 2024 1355 views 0 likes
• Use Case - Routing WhatsApp Messages Through Nimbus

  This use case shows how to make use of Use Case - Running your Nimbus Flows From Anywhere to route...

  March 18th, 2024 840 views 0 likes
• Nimbus Power Automate Connector

  NEW CERTIFIED CONNECTOR (V1) AVAILABLE The Luware Nimbus Power Automate Connector has been certified by Microsoft and is available in...

  December 3rd, 2023 7611 views 0 likes
• Use Case - Analyzing a Transcript

  After a voice call, agents might want to get insights of a transcribed call and supervisors might want to get...

  July 19th, 2024 557 views 0 likes
• Use Case - Schedule Automatic Callbacks from a Nimbus Queue

  In this scenario we demonstrate how to schedule a Callback out of a Nimbus queue, when a caller has chosen...

  August 7th, 2024 582 views 0 likes
• Use Case - Creating a Callback Task for Missed Calls in Salesforce

  In this scenario we demonstrate how to create a callback task in Salesforce for missed calls using the Nimbus Power Automate Connector. The...

  December 4th, 2023 1517 views 0 likes
• Use Case - Updating a Task for a Known Contact in Salesforce

  In this use case, we want to use the Nimbus Power Automate Connector to log a new call task in Salesforce in...

  December 5th, 2023 1572 views 0 likes
• Use Case - Triggering Power Automate Flows from anywhere

  In this Use Case, we describe how to securely run Power Automate flows from anywhere. Whether it is a custom...

  March 15th, 2024 1078 views 0 likes
• Use Case - Integrating a Copilot Chatbot with Nimbus via Direct Line API

  In this use case, we describe briefly how to configure Copilot in Copilot Studio for integration with Nimbus. We describe...

  October 29th, 2024 430 views 0 likes
• Use Case - Expected Queue Waiting Time Announcement

  In this scenario we demonstrate how to create a dynamic announcement using the current Queue Position of a customer, to...

  November 12th, 2024 536 views 0 likes
• Use Case - Setting On-Call Agents via Outlook 365 Calendar Entry

  In this use case, we want to use a shared calendar in Outlook 365. The supervisor creates calendar entries with...

  October 22nd, 2024 221 views 0 likes
• Use Case - Implement 2-Factor Authentication by Verifying a Phone Number with SMS Token

  Two-factor authentication (2FA) is a security process in which users provide two different authentication factors to verify themselves. Two-factor authentication...

  December 18th, 2024 71 views 0 likes
• Use Case - Integrating a Copilot Chatbot with Nimbus

  Contact centers want to be as performant as possible. When it comes to the Instant Messaging modality, there is a...

  July 1st, 2024 963 views 0 likes
• Use Case - Analyzing Email Content With AI

  This use case briefly shows how to set up email AI analysis via Power Automate. Before you start The Nimbus...

  July 26th, 2024 778 views 0 likes