Release Note History

Previous releases from this year

This page contains a history on Release Notes from this year. Want to see the Latest Release Notes instead?

Our historical release notes:

 

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:

Cluster Update on
United Kingdom 01 28/04/2025
United States 01 / Australia 01 29/04/2025
Switzerland 02  / Germany 02 30/04/2025
Switzerland 01 04/05/2025
Europe 01 07/05/2025
Germany 01 11/05/2025
Dates subject to change. Refer to https://status.luware.cloud/ > Upcoming Maintenance for the latest status.

Transfer behavior changes - FAQ

With the introduction of Context Handover – if the transfer target is a Nimbus user – Attendant - Blind Transfer does not transfer the original call anymore, but instead invites the target user to a MS Teams conference. This change results in Teams Call Forwarding settings not being applied anymore to Blind-transferred Nimbus calls.

🤔 Why was this change introduced?

Note: For Safe Transfers this has already working like this before, as Nimbus kept control of the Session during a Service-to-Service transfer.

For blind transfers from Services to Users we had to change the way we get new Participants into the conversation with the Customer. This was also necessary because the transfer target may not be a user of the same Service, and thus requires an own session for the Sessions List and Nimbus Reporting.

This change was also necessary to treat these Users as temporary “Service assets” and allow access to Nimbus Features such as

☝Important: Nimbus cannot control or read ANY User Call Forwarding Settings in MS Teams. The option is to either transfer or invite, on which MS Teams decides whether to use or not to use these settings.

  Before After
Nimbus Call Situation

Nimbus initiates a physical transfer of the Customer to the transfer destination. 

Afterwards, Nimbus has no control over the session anymore. The last reporting session result is the result of the transfer. 

We invite the transfer destination User into an existing Conference.

This is the only way for Nimbus to control the session, update the UI and , display and calculate reporting times, track KPIs, allow transfers, etc.

MS Teams Forwarding Teams forwarding settings of the destination apply in case of no answer. Teams ignores call forward settings of a destination user in case of Conference invites.
 
 

🤔Which transfer scenarios are affected by this change?

Only Attendant - Blind Transfer

Not affected are: 

  • Blind Transfers to PSTN (Nimbus ends session control anyways).
  • Transfers to non-Nimbus Users.
  • Transfers to Nimbus Services.
  • Safe Transfers to any destination.
  • Consultative Transfer to any destination. 
  • Transfer by Workflow to any destination. (Has similar toggles to “Leave Nimbus” already.
 
 

🤔How can I retain the “old” Nimbus behavior?

Enable "Leave Nimbus on Blind Transfer" setting on your Modalities Tenant Settings

However, note that this will prevent Nimbus Reporting from reflecting any detail results from that User session, as well as prevent Context Handover (e.g. of Custom Context Parameters) between users.

 
 
 

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:

Cluster Update on
United States 01 / Australia 01 24/04/2025
United Kingdom 01 28/04/2025
Switzerland 02  / Germany 02 30/04/2025
Switzerland 01 04/05/2025
Europe 01 07/05/2025
Germany 01 11/05/2025
Dates subject to change. Refer to https://status.luware.cloud/ > Upcoming Maintenance for the latest status.
  • 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:

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:

Cluster Update on
United States 01 / Australia 01 03/04/2025
United Kingdom 01 07/04/2025
Switzerland 02  / Germany 02 09/04/2025
Switzerland 01 13/04/2025
Europe 01 16/04/2025
Germany 01 20/04/2025
Dates subject to change. Refer to https://status.luware.cloud/ > Upcoming Maintenance for the latest status.
  • 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.

Custom Context Parameter transfer settings

☝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.
Diagram: Context-Related Service Settings and how related data gets transferred and updated using Power Automate
 

 

  • 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.
  • Flow Actions - Updated to reflect the new Service Session ID and User Session ID fields.
  • Trigger Events > When a task changes state - Connected to User and Terminated (if LastConnectedUserId is set for latter) also return UserSessionId and UserSessionStartedWithTransfer. UserSessionStartedWithTransfer is set to true when the user session has been started as a result of transfer to user, and to false when the user session has been created not as a result of transfer.
  • Related: System Fields and Parameters page updated with lots of smaller corrections and quality of live adjustments.
 
  • 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:

Cluster Update on
United States 01 / Australia 01 13/03/2025
United Kingdom 01 17/03/2025
Switzerland 02  / Germany 02 19/03/2025
Switzerland 01 23/03/2025
Europe 01 26/03/2025
Germany 01 30/03/2025
Dates subject to change. Refer to https://status.luware.cloud/ > Upcoming Maintenance for the latest status.
  • 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:

Cluster Update on
United States 01 / Australia 01 24/02/2025
United Kingdom 01 / Switzerland 02  26/02/2025
Switzerland 01 / Germany 02 27/02/2025
Germany 01 / Europe 01 02/03/2025
Dates subject to change. Refer to https://status.luware.cloud/ > Upcoming Maintenance for the latest status.

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:

Cluster Update on
United States 01 / United Kingdom 01 / Germany 02 03/02/2025
Australia 01 04/02/2025
Europe 01 05/02/2025
Switzerland 02 14/02/2025
Switzerland 01 16/02/2025
Germany 01 23/02/2025
TABLE: Cluster Update communication. For detail maintenance and downtime communication refer to https://status.luware.cloud/ > “Upcoming Maintenance”

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.

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