📣Important Announcements

Please take note of the following long-term and ongoing announcements below:

https://login.microsoftonline.com/<tenantId>/adminconsent?client_id=af85ba37-5817-43d6-82e7-09004f08664e

End of announcements. Regular release notes continue below.

14 October 2026 - 1.136 Release Notes

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

NimbusOne

NimbusOne is a new client for the Nimbus platform, available to Nimbus Unify enabled users. It runs as a standalone application or in a browser and gives users a single place to take and manage their conversations, see their queues, and work through their session history. users can handle sessions, check Conversation Context and customer information, transfer sessions to their contacts, and complete after-call work without leaving the interface. This consolidated workspace reduces context switching and makes everyday customer interactions more efficient.

🔎 Added with this update:

• One workspace for users: users can switch between active conversations, parked sessions, and historical interactions while while keeping an overview of their workload.
• Two layouts: Use the Full Screen Client, the complete client with room for sessions, session details, and side panels, or the CRM CTI Client, a compact layout embedded in your CRM application.
• Standalone call control: Sessions are delivered to NimbusOne through the Unify integration model. No Microsoft Teams client is required.
• Workflows designed for Unify: NimbusOne uses Unify workflows to route conversations. The Unify integration model leads to slight differences compared to classic Nimbus workflows. NimbusOne aims for the same behavior of all known Nimbus Workflow Activities.
• Familiar administration: Unify is enabled through tenant-level and user-level Unify settings.

Direct Call Handling

Direct Call Handling brings the full power of Nimbus to everyday Microsoft Teams direct calls, not just calls handled by a Nimbus service. Until now, the benefits of Luware Nimbus, including caller context, intelligent routing, CRM integration, and analytics, were restricted to service calls. With Direct Call Handling, users also benefit from these features on personal calls. Service calls are calls handled by a Nimbus service, while personal calls are direct Microsoft Teams calls that a user receives or places themselves.

🔎 Added with this update:

• Enabled users get their own personal call handling, tied to their own number, with no need for a per-user service.
• Users can define their own forwarding rules in the Nimbus Portal, based on conditions like presence (e.g. Busy, In a call) or time windows (e.g. evenings, vacation), forwarding calls to another user, voicemail, a phone number, a Nimbus service, or a workflow.
• Supervisors can centrally manage forwarding rules for their team members, without needing administrator involvement.
• Direct calls benefit from the same Nimbus capabilities as service calls: Companion transcription and sentiment, CRM screen pops, real-time supervisor monitoring, and reporting dashboards.
• Direct calls are clearly separated from Nimbus service calls in reporting and remain excluded from queue-based KPIs.

Allowed File Types: Allowlist for Instant Messaging

Tenant Administrators can now control which media file types are allowed in WhatsApp and RCS conversations. A File Type Allowlist defines which files customers may send to Nimbus and which files users may send to customers, including a maximum file size per file type. Once created, an Allowlist can be assigned to one or several services in the Data Privacy Service Settings tab, so that inbound and outbound media on that service's Instant Messaging channels is checked against it.

🔎 Added with this update:

• Create Allowlists: File types are grouped into Images, Videos, Audio, Documents/Text, and Miscellaneous, with separate settings for Customer to Nimbus, and Nimbus to Customer. Selecting a group selects all file types in it, and a search field helps you find specific file types.
• Assign to services: Data Privacy Service Settings > Media Handling Section. Choose an Allowlist from a dropdown in the new media handling section of the Data Privacy tab. One Allowlist can be used by several services.
• Bulk edit and Change History: Allowlists can be assigned to several services at once. Change History records when an Allowlist is assigned to or removed from a service.

Not Ready Reasons (NRR)

Nimbus now can show not only that a user is not ready for new tasks, but also provide a reason why. Whenever a user is Not Ready, a tooltip reveals the specific reason, based on presence, duty, or current activity. Supervisors no longer have to piece together the status from several columns and widgets, and users immediately understand why they aren't receiving tasks.

Not Ready Reasons (NRR)

Today, Nimbus tells you whether a user is Ready or Not Ready to take a task. Not Ready Reason (NRR) adds the missing "why": a system-calculated reason shown next to that status, wherever it already appears in Nimbus. 

🔎Not the same as Not Available Reason (NAR)

Not Ready Reason (NRR) and Not Available Reasons (NAR) sound alike but are unrelated features. 

• NRR are automatically determined and shown by Nimbus.
• NAR are reasons manually selected by the user.

Learn more…

INC NAR NRR Comparison

🔍 COMPARISON: Not Available Reason (NAR) vs. Not Ready Reason (NRR)

NAR and NRR may sound alike, but each answers different questions. 

• NAR - Not Available Reason, are user-picked from a pre-defined list of Not Available Reasons (NAR).
• NRR - Not Ready Reason, is automatically determined by Nimbus for the user, based on their User State.
• Tenant Admins can configure if these reasons are tracked in Nimbus reporting, or be exposed to the Nimbus UI.

Learn more…

Criteria	Not Available Reason (NAR)	Not Ready Reason (NRR)
Trigger Point	The user manually picks a reason in the Nimbus Assistant app when their Microsoft Teams presence changes to Away, Busy, or Do Not Disturb (after a period of inactivity or manual presence change in MS Teams).	Nimbus calculates the reason automatically whenever a user's presence, duty state, or task activity makes them Not Ready. No action from the user is required.
When to Use	Used to capture a business reason for a user's non-availability (for example "In a meeting" or "On a break") for later reporting.	Always on once enabled. Use it to see, at a glance, why Nimbus considers a user Not Ready, without waiting on the user to respond.
Where Shown in UI	💡Not Available Reasons (NAR) provided and assigned per user. Shown by default in Nimbus Assistant UI prompts. ✅ Optional Admin setting: Can also be surfaced with the Tenant Data Privacy Setting > "Display Not Available Reasons on Tooltips"  ⮑ When enabled:  When hovering over the "Not Ready" circle (headers, overviews), a NAR tooltip is shown. NAR also show for all users listed in Live View and Services Overview tooltips.	💡Not shown by default.. Automatically generated and shown once enabled.   ✅ Optional Admin setting: Can be surfaced with the Tenant Data Privacy Setting > "Display Not Ready Reasons on Tooltips"  ⮑ When enabled:  When hovering on a user's status (headers, overviews) over the "Not Ready" circle, a NRR tooltip is shown NRR also show for all users listed in Live View and Services Overview tooltips.
Tracked in Reporting	✅Optional: Only if Tenant Data Privacy Setting > "Persist User States in Reporting" is enabled. ⮑ When enabled:  In historical Nimbus Reporting as part of the Nimbus Reporting Model > Slowly Changing Dimensions > NotAvailableReasons	✅Optional: Only if Tenant Data Privacy Setting > "Persist User States in Reporting" is enabled. ⮑ When enabled:  In historical Nimbus Reporting as part of the Nimbus Reporting Model > Slowly Changing Dimensions > UserNotReadyReasons

 

 

 

 

 

 

✅ Preconditions

💡 Good to know: Users don't configure anything for NRR. Once enabled by a Tenant Administrator, they will be available for all users as Tooltips in the Nimbus Portal (widgets, headers, avatars).

Data Privacy and User Configuration:

1. To enable the feature, head to Data Privacy Tenant Settings and turns on "Display Not Ready Reasons on Tooltips" to show the reason in tooltips.
2. To also keep a historic record of Not Ready Reasons in reporting, enable "Persist User States in Reporting" in the same section. See the Nimbus Reporting Model.

 

Not Ready Reason in the Nimbus UI

You will see Not Ready Reasons in the Nimbus UI

• Status tooltip: hovering a user's Not Ready status (My Overview, My Sessions, Attendant Console, Services Overview, Live View) shows the calculated reason.
• Nimbus Assistant: the same reason appears in the Assistant banner tooltip (on hover) for the signed-in user.
• Dashboards: an optional Not Ready Reason column is available on the User State Tabular and User Supervisor Tabular widgets. See Dashboard Widget Properties.
• Services Overview and Live View: per-service if there is a specific user in a service reason – or the overarching user NRR if the entire user is Not Ready.

How It Works

Whenever Nimbus considers a user Not Ready for new tasks, it calculates one specific reason from three categories: the user's Microsoft Teams presence, their duty (Responsibility Profile) or service enablement, or current task activity and capacity. Only one reason is shown at a time.

Category	Reason (as shown)	What It Means
MS Teams Presence	Presence - Unknown	Nimbus could not determine the user's Microsoft Teams presence.
	Presence - Offline	The user is signed out of Microsoft Teams.
	Presence - Appear Offline	The user has manually set their Teams presence to Appear Offline. 💡 Only applies when the Admin enabled Emergency Manual Presence Mode in the Extensions Tenant Settings.
	Presence - Away	The user's Teams presence is Away and Distribution Service Settings > “Conversation Distribution” is set to “Not distributed”, which makes the user overall not ready.
	Presence - Be Right Back	The user's Teams presence is Be Right Back and Distribution Service Settings > “Conversation Distribution” is set to “Not distributed”, which makes the user overall not ready.
	Presence - Busy	The user's Teams presence is Busy and Distribution Service Settings > “Conversation Distribution” is set to “Not distributed”, which makes the user overall not ready.
	Presence - Busy in a Call	Teams has detected the user is in an active call and Distribution Service Settings > “Conversation Distribution” is set to “Not distributed”, which makes the user overall not ready.
	Presence - Busy in a Meeting	Teams has detected the user is in an active meeting and Distribution Service Settings > “Conversation Distribution” is set to “Not distributed”, which makes the user overall not ready.
	Presence - Do Not Disturb	The user's Teams presence is Do Not Disturb.
Duty / Service Enabled state	Off Duty	The user is in an “Off Duty” Responsibility Profile
	Off Duty and Inactive	The user is Off Duty and disabled in all MS-Teams based User MS-Teams based Assignment Services
	Inactive	The user is disabled in all MS-Teams based User MS-Teams based Assignment Services
Tasks and Capacity	On a Task	The user is currently handling a Nimbus task.
	On a Task (Blocking)	💡With Task Parallelization enabled on the user. The user's current task is preventing them from taking on additional tasks.
	In RONA	The user missed a call or task and Nimbus temporarily set them Not Ready (RONA).
	In ACW	The user is in the ACW period following a task.
	In Extended ACW	The user is in the Extended ACW period following a task.
	At Task Limit	The user has reached their configured task capacity and cannot take on more tasks right now.

🔎 “Not Ready Reason” on Service Level

Take Note: Some settings make a user Not Ready for one service while they remain Ready for another. Not Ready Reason on Service Level show this on a per-service basis, in the tooltips of the Services Overview and Live View. Individual “Readiness” is defined via the Service's Distribution Service Settings and is not persisted to reporting.

Reason (as shown)	What It Means
Not Distributed - Away	This service treats the user's Teams Away presence as Not Ready, even though the user may be Ready for other services.
Not Distributed - Busy	This service treats the user's Teams Busy presence as Not Ready.
Not Distributed - In a Call	This service treats an active Teams call as Not Ready.
Not Distributed - In a Meeting	This service treats an active Teams meeting as Not Ready.

 

🔎 Added with this update:

• Clear reasons in three groups: Presence (for example Offline, Do Not Disturb, Away, Busy), Duty (Off Duty, Inactive, Off Duty and Inactive), and Activity (On a Task, In ACW, In Extended ACW, RONA, At Task Limit). If several reasons apply at the same time, presence is shown first, then duty, then activity.
• Tooltips where users are shown as Not Ready: in the header of My Overview, My Sessions, and the Attendant Console, in Nimbus Assistant, in Contact Center Assistant, and in the user state tooltips of Services Overview and Live View.
• Readable at a glance: Tooltips follow the pattern Not Ready - Reason - Not Available Reason, for example "Not Ready - On a Task" or "Not Ready - Presence - Away - Coffee Break".
• New dashboard “Readiness” columns for supervisors: The new column Not Ready Reason is available in the User State and User Supervision tables, so supervisors can scan the reasons of a whole team without hovering over each user. The column isn't added by default.
• New settings in the Data Privacy tab: Display Not Ready Reasons on Tooltips and Display Not Available Reasons on Tooltips let administrators decide which reasons are shown in tooltips. Both settings are placed after Display User State Durations.

Virtual User Configuration Assistant in Companion

Companion now guides administrators through configuring Virtual Users in a conversation. By understanding the intended business use case, Companion proposes a structured configuration, including the required instructions, tools, and outcomes, and can create or update the Virtual User for you. This reduces setup effort and improves the quality of your prompts from the first attempt.

The feature supports Virtual Users with Intent Analyzer and AI Workflow profile unlocking use cases such as intent detection, checking ticket or request status on third-party platforms, running simple feedback surveys, or identifying callers.

🔎 Added with this update:

• Guided configuration: Companion asks about the key tasks of the Virtual User, the expected outcomes, and the required parameters and data inputs. If information is missing or unclear, Companion suggests best-practice defaults and examples.
• Suggested bot type and profile: Depending on your use case, Companion suggests either the Intent Analyzer or the AI Workflow profile.
• Structured configuration proposal: The proposal includes the Virtual User profile, General Instructions, suggested tools with Outcomes & Tools Instructions, and the defined outcomes and parameters.
• Create and update from Companion: Administrators can create or update bots and Virtual Users directly in Companion. Enter a name and select the organization unit from a form, without pasting object IDs. For a Virtual User, you choose whether to create a new bot, use an existing one, or update a bot.
• Improve existing Virtual Users: Companion can refine the prompts of an existing Virtual User, identify missing elements such as intents, parameters, or opening and final messages, and propose additions. It can also suggest a consistent conversation style and configuration structure across several Virtual Users, including adjustments for each one.
• License assignment: Companion allows you to assign a license. If no license is available, you can still save the Virtual User and Companion notifies you about the missing license.
• General questions and concrete requests: For general questions about configuring a Virtual User, Companion gives a concise overview and offers to help you configure one in your tenant.

Nimbus API: Scheduling of Outbound Calls (Callback)

Nimbus can now place outbound calls on a schedule set by your own business systems. A CRM, booking tool, or service portal can hand Nimbus a customer number, a service, and a time - and Nimbus takes care of queuing the call and connecting an available agent when that moment arrives.

This removes the manual work of tracking promised call-backs on lists and reminders, so customers are called when they were told they would be. Scheduled calls follow the same opening hours and distribution rules as any other contact, and can be checked or cancelled at any time before they run.

🔎 Added with this update:

• Nimbus API  - Added new section for Scheduled Outbound Calls (callback) with the following methods: 
  • POST Schedule an outbound call
  • GET Status of an outbound call
  • DELETE Cancel an outbound call

Other Changes and Improvements

• Distribution Policies: Improved the skill level selection in the Distribution Levels of a Distribution Policy. When you select a level, the slider indicator now moves to it, and all levels from the highest skill level up to your selection are highlighted. This makes the configured skill range visible at a glance. The behavior is the same when you create and when you edit a policy.
  💡Call routing itself is not affected by this change.
• Dashboards: Added a new optional “Readiness” filter (Ready / Not Ready) to the User State Tabular and User Supervisor Tabular widgets. It complements the new Readiness column, so supervisors can quickly see who is currently able to receive work and who is not, without scanning the widget manually. The filter uses the same logic as the Readiness column and updates automatically as users’ readiness changes.
• Admin Portal: Language selection: Users can now change the language of the Admin Portal in their User Preferences (Admin). Available languages are English (default), German, French, Spanish, and Italian. The setting is saved per user, so it applies across browsers and devices, and the Admin Portal switches to the selected language as soon as you change it. 
  💡Date formats can be set separately.
  💡The Admin Portal language is independent of the language of the User Portal and NimbusOne, so they can differ. Language standardization efforts will be made in the following releases.
• Consistent Filter Selection Display Across Nimbus: Improved filter usability across Nimbus by simplifying how filter selections are displayed. Filters now present a cleaner default state and consistently show selected values in a concise, easy-to-understand format, making it easier to understand current filter settings at a glance.
• My Sessions and Attendant Console: Improved the list of parked sessions. 
  • Parked sessions are grouped by modality (e.g. Calls, IM), and a modality group is only shown when there is at least one parked task of that type. The Oldest/Newest ordering applies across all parked sessions, or within each modality when grouping by modality is enabled. It is only available when there is more than one session to order and is disabled otherwise.
  • Added a new “Group by Modality” toggle field to the session list.
• Voicemails - Added “New Voicemails” indicator and New voicemails KPI and an Average handle time KPI to be in line with existing Voicemail related KPI widgets placed on Personal Dashboards.
• My Sessions - Added a new “Handled by someone else” checkbox. 
  • Once a missed (RONA) call has been handled by someone else, the task card shows a small green checkbox. Hovering over the checkbox shows the message "Handled". 
  • Optional Data Privacy Service Settings setting: If Show Who Handled a Missed Session is enabled in the service's , the message also shows who handled the call (e.g. "Handled by Name Surname").
• 🔎 Related Nimbus concept and KB page reworks:
  • With the Introduction of Luware NimbusOne and Direct Call Handling services, the Service Types page was reworked completely to illustrate the close relationship to (new) Nimbus Unify and (existing) Nimbus Extend and effects. Related: “Direct Call Handling” also added to the  list of new Service Type and User Assignment Types.
  • Service Administration - Create Service dialog reworked to include Unify and Extend service creation. 
  • License Types - New page to illustrate the available service and addon license more clearly.
  • Nimbus Features - reworked with new design. Also contains new Unify and Extend separation where applicable.
  • Workflow Activities Overview - added comparison for Unify and Extend to the Activities Overview.