Luware Nimbus and Luware Recording Integration
An overview of how Luware Nimbus integrates with Luware Recording, including call detection, recording methods, Power Automate use cases, recording rules, and available metadata.
Continuously Updated
Luware is actively developing the Nimbus and Luware Recording integration. This article will be updated as new features and use cases are released.
How the Integration Works
When a Nimbus call is initiated or received, Luware Recording detects that the conversation originates from Nimbus and classifies it as a Contact Centre call. Although Microsoft Teams displays these interactions as Conference calls, Luware Recording distinguishes Nimbus calls through the Microsoft Graph API.
This classification enables accurate metadata visibility, granular control of recording behavior, and proper routing of Nimbus conversations through your recording configuration. To ensure Nimbus calls are captured correctly, Contact Centre calls must be enabled in Luware Recording.
Recording Methods
Controlled Recording
Nimbus call recordings can be manually started and stopped when using controlled recording. This can be done through the Luware Recording web portal, the REST API, or the Microsoft Teams Recording Controls Application.
Recording Rules
If only certain Nimbus service lines should be recorded, you can manage this using recording rules in Luware Recording. To configure them, provide Luware with the Microsoft Entra ID Object IDs of the service lines you want to include or exclude from recording, along with the specific users or groups the rules should apply to.
There is an important limitation to be aware of when calls are transferred within Nimbus. The Recording Bot does not receive updated Object IDs during internal Nimbus transfers. If a call starts on a recorded service line and is then transferred to a non-recorded one, recording will continue regardless. This should be factored into your Nimbus call flow design to ensure it aligns with your compliance requirements.
For full details on recording rules and how to configure them, see Recording Rules.
Microsoft Power Automate
Power Automate can extend the Nimbus and Luware Recording integration significantly by combining the Nimbus Power Automate connector with the Luware Recording REST API. Common use cases include:
- Controlled or on-demand recording triggered by IVR input.
- Retrieving a direct link to a call recording for use in a CRM or other platform.
- Obtaining a call transcript after a call ends, when Speech Transcription is enabled.
- Adding additional metadata to a call recording record.
- Automating the labeling of calls.
Nimbus Metadata
Luware Recording receives additional metadata from Nimbus via Microsoft Teams. This metadata is visible in the Luware Recording web portal on each call record, and can be used to search, export, and apply recording rules.
| Metadata Field | Description |
|---|---|
| First Service Line Application ID | Application ID of the Nimbus Bot that initially joined the call. |
| First Service Line Client Version | Client version of the Nimbus Bot that initially joined the call. |
| First Service Line Object ID | Object ID (Application ID in Nimbus) of the initial service handling the call. |
| First Service Line UPN | User Principal Name (UPN) of the service line where the call was first received. |
| First Service Line | The initial Nimbus service line that received the call. |
| Last Service Line Application ID | Application ID of the Nimbus Bot at the final service point. |
| Last Service Line Client Version | Client version of the Nimbus Bot that handled the call at its final routing point. |
| Last Service Line UPN | User Principal Name (UPN) of the final service line. |
| Last Service Line Object ID | Object ID (Application ID in Nimbus) of the final service handling the call. |
| Last Service Line | The final service line where the call was routed and ultimately recorded. |
Nimbus Recording Directions
The tables below define which Luware Recording capture directions need to be enabled to capture the correct calls from Nimbus. There are two matrices: one for standard inbound calls, and one for transferred calls. Review both carefully when designing your recording configuration.
Calls
| Nimbus Queue Type | Inbound Call Type | Luware Recording Capture Direction: Inbound Leg |
|---|---|---|
| Broadcast, Direct, Direct Conference, Pickup with Adj. RONA, Pickup Conference | PSTN IN | Contact Centre In |
| Contact Centre In | ||
| Contact Centre In | ||
| Contact Centre In | ||
| Pickup (Legacy queue type) | PSTN IN | PSTN IN |
| Call Out As a Service | N/A | Contact Centre In |
| Broadcast, Direct, Direct Conference, Pickup with Adj. RONA, Pickup Conference | Internal | Contact Centre In |
| Contact Centre In | ||
| Contact Centre In | ||
| Contact Centre In | ||
| Pickup (Legacy queue type) | Internal | Internal |
☝ Internal Calls to Nimbus Service Lines
Internal calls to Nimbus service lines from recorded users require Contact Centre In to be enabled.
Transfers
| Nimbus Queue Type | Inbound Call Type | Subsequent Action | Transfer Method | Inbound Leg | Consult Leg | Transferred Leg | Re-Routed Call Transfer |
|---|---|---|---|---|---|---|---|
| Broadcast, Direct, Direct Conference, Pickup with Adj. RONA, Pickup Conference | PSTN IN | None | N/A | Contact Centre In | |||
| Safe Transfer | Attendant Console | Contact Centre In | Contact Centre In | NO RECORDING | |||
| Blind Transfer | Attendant Console | Contact Centre In | PSTN IN | NO RECORDING | |||
| Consult Transfer | Attendant Console | Contact Centre In | MERGED1 | Contact Centre In | NO RECORDING | ||
| Pickup (Legacy queue type) | PSTN IN | N/A | N/A | PSTN IN | |||
| Call Out As a Service | N/A | N/A | N/A | Contact Centre In | |||
| Broadcast, Direct, Direct Conference, Pickup with Adj. RONA, Pickup Conference | PSTN IN | None | N/A | Contact Centre In | |||
| Safe Transfer | Microsoft Teams | Contact Centre In | PSTN IN2 | PSTN IN2 | |||
| Blind Transfer | Microsoft Teams | Contact Centre In | PSTN IN2 | PSTN IN2 | |||
| Consult Transfer | Microsoft Teams | Contact Centre In | MERGED1 | PSTN IN2 | PSTN IN2 | ||
| Pickup (Legacy queue type) | PSTN IN | N/A | N/A | PSTN IN | |||
| Call Out As a Service | N/A | N/A | N/A | Contact Centre In |
- 1 The consult leg is merged with each recorded user's leg.
- 2 All transfers completed using Microsoft Teams Call Controls will result in the transferred leg having the same direction as the original call direction, for example Internal or PSTN IN.
- 3 Re-routed call transfers must be enabled on the user's Microsoft Teams Compliance Call Recording Policy.
- 4 Internal calls to Nimbus service lines from recorded users require Contact Centre In.
Support
For questions about the Nimbus and Luware Recording integration, raise a ticket with the Luware support team through the Luware Helpdesk Portal.