20 May 2025 - 1.111-1 Release Notes

🔖 This is a major update, bringing improvements into Nimbus. This update is rolled out sequentially on our clusters:

• New “Task Management” page in Operations:  System- Partner and Tenant Administrators can now manage, filter and monitor ongoing Nimbus tasks more efficiently across the entire tenant. 
  • Added a new Page in Admin > Operations > Task Management
  • Lists all ongoing tasks on a Tenant.
  • Provides extensive filtering options.
  • Possibility to manage, remove ☝ ANY tasks in bulk.

15 May 2025 - 1.111 Release Notes

🔖 This is a major update, bringing many new changes and improvements into Nimbus. This update is rolled out sequentially on our clusters:

• Power BI Template Download: It is now possible to request the latest Power BI Template version directly from the Luware Website.
• Attendant Console 1.0 Deprecation by June 2025. Related to this Change - “Park” renaming to “On Hold” on AC1:
  • Attendant - Session Hold and Retrieve - All instances of “Park, Parked, Park Time, Unpark, Call Parking, etc.” wordings have been renamed to “On Hold” to avoid confusion in how the feature operates.
  • Attendant Console 1.0: Related “Park” Buttons and UI labels have been changed to “Hold” as well. 
    • The related functionality and call scenario for AC1.0 is unchanged.
    • No wording or UI changes to Attendant Console 2.0, which was already using “Hold” and “Retrieve”. 
• Attendant Console Consultation and Safe Transfer: Dialout / Busy tone and automatic retrieval:
  • 💡Changed behavior for BOTH: Safe Transfer and Consultation Call: The session between Customer and User now persists. On a Consultation or Transfer decline / timeout, the call is now automatically resumed, and both parties can immediately talk with each other again.
  • Attendant - Consultation Call - both AC1 and AC2 - Changed behavior:
    • New: When starting a Consultation Call, a dialout tone is played to the Nimbus User. 
    • New: When the consulted destination declines or the invitation times out, a busy tone is played for the Nimbus User to inform that the call will be taken back.
  • Attendant - Safe Transfer - both AC1 and AC2 - Changed behavior:
    • New: When starting a Safe Transfer, a dialout tone is played to the Nimbus User.
    • New: When the Safe Transfer Destination declines or the invitation times out, a busy tone is played for the Nimbus User to inform that the call will be taken back.
    • Unchanged: Wait music will play for the the Caller during the safe transfer and will end automatically as the call is taken back.
• Other Changes and Improvements
  • Service Operations - Removed restriction, that Partner Administrators couldn't remove tasks from customer tenant. Partner Administrators can now remove tasks, even when User identifier masking is enabled.
  • KB: Nimbus Power BI Template / Facts - Columns and Data Types > "Unified Sessions". Added a note on the Update frequency of Unified Session tables, specifying when end-to-end-interactions become visible in the OData Feed.
  • Data Aggregation - OData > UserStatesAggregates: Data will be reprocessed, so gaps from missing records in the history since this table was first released, are now being closed. 💡Note that this is a long-running process. If you work with Data Aggregates, talk to Support to get a validation report and get notified when backfilling is complete.

29 Apr 2025 - 1.110-1 Release Notes

🔖 This is a major update, bringing an improvement into Nimbus. This update is rolled out sequentially on our clusters:

• Added a new Toggle to Modalities Tenant Settings “Leave Nimbus on Blind Transfer”  (default disabled). 
  Enabling this toggle allows fallback to Teams call handling and forwarding settings, but Nimbus Context Handover and Session Reporting will not be available for the target user.
   

24 Apr 2025 - 1.110 Release Notes

🔖 This is a major update, bringing many new changes and improvements into Nimbus. This update is rolled out sequentially on our clusters:

• Transfer Sessions: Now supported for Transfer, Call Hold and Consultation:  
  • Attendant Console - Attendant can now handle transfer, hold and consultation on a previously transferred session. The corresponding limitations that disabled the options in the UI have been removed.
  • ☝Please Note:
    • Transfer-after-Transfer scenarios are only supported for Attendant Console 2.0.
    • Assistant only supports “Blind Transfer”. For other (Safe, Consultative) transfer scenarios, please use Attendant Console 2.0. 
    • Context Handover concepts and limitations apply for each transfer, meaning that Parameters and Context can be updated in-between Sessions and may differ in-between sessions shown in the Sessions List.
• Transcription: Now distinguished by Service or User Session (BETA): Individual Sessions can now be transcribed either on User or Service level. Administrators can configure the Nimbus Power Automate Connector to either hand over the entire (previous) conversation transcript or start over on a User Session level.
• Transcription Transfer Notes:
  • The transferring Service determines the behavior: The originating Extensions Service Settings are taken into account for all Users a Session is being transferred to. These Users are temporarily treated as “asset” of the original service and – if configured in the original service – will see the according Transcription widget in their My Sessions.
  • License Requirement: Each Users need a Transcription license enabled in their General User Settings.
• Nimbus Power Automate Connector Additions: 
  • Updated existing Trigger Event “When the virtual user assistant has an update”.
    • Return new fields in VoiceTranscriptionReady event:
      UnifiedSessionId - Set to respective Unified Session Id
      UserSessionId- Set to respective User Session Id.
    • Updated existing Flow Action "Get virtual user assistant data" with new field:
      Added new (optional) UserSessionId parameter in addition to the existing (madnatory) ServiceSessionId
      Behavior rules - depending on provided values:
      • If ServiceSessionId and UserSessionId are set, a validation is performed if User Session Id belongs to specified Service Session Id
        • if NO then the flow will fail with an error.
        • if YES then return transcription only for the specified User Session
      • If only ServiceSessionId is set, the transcription data for all available User Sessions within the Service Session is sent.
        💡This is the default behavior for all existing flows, as the UserSessionId is optional.
• Other Improvements:
  • System Fields and Parameters KB page updated to include UnifiedSessionId as well as minor comment updates on existing Id.
  • UI Improvement: Virtual Assistants Service Settings are no longer shown with User Assignment Type “None”, as there are no users to Assist. 
    💡When the User Assignment Type changes from “Skill-based” to None, Virtual Assistants settings are not reset.
  • Update Power BI Template 1.110. Learn more in the Nimbus BI Template Release Notes.

3 Apr 2025 - 1.109 Release Notes

🔖 This is a major update, bringing many new changes and improvements into Nimbus. This update was rolled out sequentially on our clusters:

• Bulk Editing Services - Permissions Tab: The Permissions tab is now available when bulk editing Contact Center licensed, Skill-based services. 
  • 💡Users can either be added as Service Agents or Service Owners. If a user already exists in one of the roles in a service, they will not appear in the user selection list for the other role. Once the user is removed from one of the roles, they can be added to the other.
  • The following color codes apply:
    • Equal (green) users have the role already assigned for all selected services.
    • Different (yellow) users doesn't have the role assigned for all selected services. If the user has access to all services (due to OU access rules), clicking the plus icon at the end of the line will assign the role to the user for all selected services. Otherwise the skill will be marked with a “Non-path reference” warning.
    • A grey user means that the user has both Service Agent and Service Owner roles in different services. In this case, the user can only be removed.
• Bulk Editing Users - Roles Tab: The Roles tab is now available when bulk editing users. You can bulk edit the following roles for users:
  • Nimbus Service Supervisor
  • Nimbus User Supervisor
  • OU Admin
  • WF Admin Limited
  • All newly added Custom Roles
  • 💡Note that the Supervisor role can only be assigned when selected users have a Contact Center license. If a selected user doesn't have a Contact Center license, the Supervisor role can only be removed.
• The following roles are read-only (grey) and cannot be edited, applied, or deleted:
  • Nimbus Service Agent
  • Nimbus Service Owner
  • Team Member
  • Team Owner
  • Team Owner Limited
• 💡Notes:
  • If not all users have access to a custom role due to the OU access concept, assigning and editing the role is disabled. In this case, the role can only be removed.
  • Note that the Non-path Reference warning (caused when changing Organization Units) is currently not shown in the Roles tab. This is a known limitation and subject for future improvement.
  • After adding a role to all users, at least one OU needs to be selected. The bulk edited users will then have the role for the selected OU(s). Yellow marked OUs can be added to all users by clicking edit and selecting the respective OU.
• Context Handover: Transfer of Custom Context Parameters to Users: With this update, we added a new Service Setting control to allow/prevent the Transfer of Context Parameters between Services and Users. Related to this feature we defined what the term “Context” actually means within Nimbus.

Learn more about Context Settings…

INC Context Settings 

As a Nimbus session gets transferred between multiple Services and Users, related System Fields and Parameters automatically carry over. In addition to this, a separate Setting allows to steer if additional Custom Context Parameters should be kept during a transfer from this Service to Users as well.

☝Note that the “Keep Custom Context Parameters on transfer” option is enabled by default for both Services (currently fixed) and Users (optional).

 

🔎 Custom Context Parameter Transfer Settings 

The following Diagram is meant to illustrate the effects of context-related Service settings.

• Each Service can steer these settings individually. This means that Session Data storage and handover settings from a Service A are in effect until a new (receiving) Service B decides to handle the (received and potentially updated) data differently.
• Assuming your starting point is a Service A:
  • Call Data & System Data will always transfer to Services and User. 
  • Custom Context Parameters will always transfer to Services.
  • Custom Context Parameters will only transfer to Users if enabled on the originating Service. If toggled off, they will be nulled/reset to defaults.
• The Nimbus Power Automate Connector can react to various Trigger Events (e.g. Workflow Started, Parameter Updated, Connected to User). 
  • By doing so, parameters within a specific scope (Service Session or User Session) can be updated, anonymized, or cleared. 
  • In the Sessions List this may result in different parameter values being shown for each interaction, as each session can have their context updated via separate Flow Actions.

 

 

🔎 Related Pages:

• Extensions Service Settings: Added new “per Service” Setting to “Keep Custom Context Parameters on Transfers” to Users. This setting was and still is “always enabled” for Transfers between Services.
• KB: New Context Handover page with definitions on what we define as “Context” in Nimbus.
• Sessions List - now reflects the Context and Parameters per User Session. 

 

 

 

• Flow Actions - New Service/User Session ID fields: As tie-in with the new Context Parameter transfer, the read-only fields Service Session Id and User Session Id were added to the to-be-certified Power Automate Connector > "Update Task" Flow Action. 
  💡The certification is ongoing and the following functionality should be available soon.
  • These IDs allow to narrow down the Session Data scope on which System Fields and Parameters (including Custom Context Parameters) from your configuration and workflows are updated.
    • If Task Id (Unified Session Id) AND Service Session Id are set, all parameters for the Service Session and, additionally, all CustomContextParameters for all User Sessions belonging to that Service Session are updated.
    • If Task Id, Service Session Id AND User Session Id are set, only parameters of the (e.g. transferred to) user B get updated, while the transferring user A will keep their old parameters.
    • If neither Ids were set, the Task Id(Unified Session Id) is used. 💡This is the default for all flows up until now to remain compatible.
    • If ONLY Task Id is set, all parameters for the last Service Session of this Unified Session are updated. 💡Additionally, all CustomContextParameters for all User Sessions belonging to that Service Session are updated.

• Other Improvements:
  • Transcription - The transcription bot is not joining as a guest anymore, allowing the user to transfer the calls via MS Teams. If the call is transferred, the transcription will stop.
  • Role Changes on Power Automate Connector - We phased out the “Team Owner Limited” role from using the Nimbus Power Automate Connector. If you are using any of your Flows with this role (e.g. to schedule Outbound Calls), please switch to any of the supported Power Automate Roles.
  • OData - Facts - Columns and Data Types
    • Updated values LastPrimaryCodeId, LastSecondaryCodeId, LastAcceptedUserId in UnifiedSessions table.
    • Added new fields HoldCount, HoldTime, and StartedWithTransfer to User Sessions.
    • Updated description of HoldCount and HoldTime in Service Sessions.
  • Data Aggregation - Added values CntHold, SumHoldTime, and AvgHoldTime to User Session Aggregates.
  • Conversation Context has been updated to better indicate how and where Context is shown, also updating the references and Tie-Ins with the concept of Parameters (as part of an URL) and Context Handover (Transfers between Services and Users).

13 Mar 2025 - 1.108 Release Notes

🔖 This is a major update, bringing new changes and improvements into Nimbus. This update was rolled out sequentially on our clusters:

• Switch back to Attendant Console 1.0 deactivate - Attendant Console 1.0 will be phased out in summer 2025. Therefore, we have deactivated the switch back to AC1.0. Once you switch to AC2.0 in Attendant Settings, the switch is removed and it will no longer be possible to switch back to the old design.
• Other Improvements
  • Nimbus Reporting Model > Static Dimensions > User Session Outcomes: OData is now returning the correct handled text for the following UserSessionOutcomes: Outbound Aborted, Outbound Destination Not Reached, and Outbound Destination Declined. This will ensure that the KPIs dependent on "HandledText" for their calculations are calculated in alignment with the values shown in Nimbus, for example, ΣAcceptedUserSessions and %Acceptance Rate for User Sessions in Power BI.
  • 💡Important note for customers using PBI Incremental Refresh: please be aware that the new values will flow through going forward, however, if you are using incremental refresh, you will have to reload the entire history to see the historic values updated in your report.
    🔍 Refer to the Nimbus BI Template Release Notes for further information.

24 Feb 2025 - 1.107 Release Notes

🔖 This is a major update, bringing many new changes and improvements into Nimbus. This update was rolled out sequentially on our clusters:

• Custom Roles have been added to Nimbus. Administrators can define and assign them to any user.
  • New Custom Roles added to Admin > Configuration >  User section.
  • Each Custom Role is defined with detail permissions according to our User Role (RBAC) Matrix.
  • Permissions are granted per Organization Units scope.
  • Roles can then be assigned via User Administration > Roles Tab.
    ☝Be aware that custom roles will be listed alongside with base Nimbus roles so proper naming is important.
  • You can assign up to 5 Custom Roles to a user in Roles User Settings. If this limit is reached for a user, further Custom Roles will be disabled in the dropdown.
• New Change History page was added to Operations.
  • The Change History lists all (bulk) changes made on Nimbus data entities, starting with changes made to Service Administration, User Administration, and License Management. We are gradually extending this feature with support for other entities as the Bulk Editing feature progresses.
  • Data Privacy Tenant Settings - GDPR - Added a new “Allow Partner to access Change History" toggle. Default: Off. This feature will only be enabled after a Partner Administrator has been given consent by at least one of his Customer Tenants, as the Change History lists personal details of users making the changes.
• Nimbus API - User Provisioning: This marks the start of the official Nimbus API. As a first release, it is now possible to provision “blank” users to any predefined Organization Unit within Nimbus. We will steadily expand this feature with new functions. This feature needs to be enabled by a Luware Administrator first to be available on your Tenant as a feature shown in the Provisioning Tenant Settings. 
  • For using the API you will need to set up a Nimbus Application and grant permissions. This can be done in parallel/preparation while we enable this feature. All necessary steps are explained on our Nimbus API page.
  • Once enabled, the API scope can be limited to certain Organization Units by accessing your Provisioning Tenant Settings. 
  • You can then start using the API to provision users via O365 ID and Organization Unit ID.
• Other Improvements:
  • Bulk Editing (Users) - Shows information about an ongoing Bulk Operation on users and a new “Refresh” button. Once the operation is finished, the "Refresh" button will update the details.
  • Extensions Tenant Settings  - Increased the allowed Maximum Scheduled Outbound Tasks per Service from 50 to 70.
• Related KB Changes:
  • The Knowledge Base now has a new Operations Category to contain the additional Operational/History pages and to match the Nimbus UI.
    • Operations now split into tabs, also accessible as single pages: Service Operations, Customer Operations and (new) Change History.
  • Updated all User Role (RBAC) Matrix tabs and subpages: 
    • Admin Roles, Portal Roles, Power Automate Roles, Reporting Roles, …
    • …to reflect the latest changes on UI, Nimbus API, Nimbus Power Automate Connector, Nimbus Power BI Template respectively.
  • Updated Bulk Editing for users and services. This page remains the single point of entry for the topic. Our Best Practices - Bulk Editing page has been slightly updated as well.
  • New Nimbus API page added and Nimbus App Permissions updated to reflect necessary Admin setup and permission grant actions.
  • Minor visual updates to User States and related Nimbus Reporting Model pages for clarity and easier navigation.

03 Feb 2025 - 1.106 Release Notes

🔖 This is a major update, bringing many new changes and improvements into Nimbus. This update was rolled out sequentially on our clusters:

Bulk Editing for Services: After a successful start with Users, Bulk Editing is now extended to Services, with a limitation to certain tabs to prevent incompatible changes from happening. Bulk Editing is limited to Administrators when logged in via the Service Administration UI and supports the following settings (tabs):

• General Service Settings Tab (Organization Unit, Opening Hours, Reporting SLA, Licenses)
• Modalities Service Settings Tab (Modalities and their specific Workflow changes)
• 💡Related Notes:  Other service-related tabs and certain options are excluded from Bulk Editing to prevent unique or critical Service settings from being overridden. ☝Also note our updated limitations on this feature.
• License Management and License Downgrade restrictions apply, meaning that you cannot up or downgrade licenses when insufficient licenses are available OR higher-tier license features are in use, preventing a downgrade. 
  We keep this as a conscious decision in favor of manual change effort, as changes in bulk could disable a lot of productive functionality all at once, with potentially irreversible effects. 

Other Changes and Improvements

• UI Improvements:
  • Adjusted header behavior during creation of all all Configuration entities. Headers now have breadcrumb-style navigation.
  • Adjusted header design also during “Edit” mode of any configuration entry, allowing to exit editing mode more conveniently.
  • Aligned the "Create" behavior for Opening Hours and Non-Personal Dashboards to be in line with Workflows and Workflow Templates, meaning that now everything uses the same creation wizard page design instead of popups.
• Assistant - Phone button (icon next to Service header) for making an Outbound Call is now available for the "Team Owner Limited" role.
• Bulk Editing - Will now show a warning when other Bulk Edit operations (e.g. by a 2nd Administrator) are currently being rolled out. During this time, the UI will prevent changes from being made and offer a page refresh once done.

20 Jan 2025 - 1.105 Release Notes

🔖 This is a BI / Reporting content update, bringing changes and improvements to the Nimbus Power BI Template as well as a larger content Update on our Knowledge Base. 

💡No changes were made to the Nimbus production servers or system.

KB Updates: 

• Nimbus Reporting - new concept page added to the KB, explain all reporting concepts in more detail and giving readers a comprehensive overview. on all aspects of In-App (live) and historic reporting.
• Facts - Columns and Data Types - Small additions to the KB:
  • ServiceSession > IsShortConversation - behavior description added.
  • User Session > RingTime - note for unaccounted delays caused by MSFT infrastructure added.
  • User Session > ConnectedTime - description updated to distinguish behavior by inbound/outbound ConnectedTime.
• Nimbus Power BI Template Overview  - Codes & Tags are now split into two tabs to allow analysis of either the 1st selected or all selected tags and codes. More details in the BI Template Release Notes below.