Luware Knowledge

Nimbus Portal Nimbus Admin Nimbus Release Notes Luware Cloud Status
Home Luware Nimbus Administration Service Administration

Service Administration

Managing Nimbus service settings either single or in bulk

The " Services" view allows administrators to manage, edit and remove existing teams under their tenant. It contains the following elements:

  • A service list with search, filter and create options.
  • A service detail view, opened when clicking on or creating a user. The view is distinguished by several tabs as explained further below.

Filtering

When your current Nimbus view offers filters:

  • Click the filter icon for a filter selection menu.
  • Click on a filter name to directly add it and start.
  • Click the toggles to show or hide a filter.

Reading your filters:

The filter display shows whether a filter is configured:

  • Only the filter name and a dropdown arrow (e.g. Direction ▼): The filter is available, but no selection has been made yet.
  • One value selected: The selected value is shown (e.g. Direction: Inbound).
  • Several values selected: The first selected value plus the number of additional selections is shown (e.g. Direction: Inbound +2).

If a filter shows values, your results are filtered by them.

  • Click ✖ inside a filter to clear its contents.
  • The filter itself will remain available for use.
  • To hide a filter again, use the filter menu. 
    ⮑ Doing so will also clear the filter from your search results.

Overview - Service Listing

The table of existing services lists the following details:

Column Description / Purpose
Name

Clear Name of the Service as originally defined during Service Provisioning.

💡 On MS-Teams based services the name is retrieved from the MS Teams channel name upon Service creation
Organization Unit

All items (including services) in Nimbus are structured into Organization Units (OU). This also determines:
PSTN Number

When previously assigned via General Service Settings > PSTN a number is shown here.

🔎 To assign a PSTN Number, make sure to read the Installation Prerequisites on PSTN / Phone number technical details and limitations. The number can then be assigned via General Service Settings and must be confirmed via Provisioning Script.
Service Type

INC Service Types

🔎 The Service Type determines how the Service connects to Microsoft infrastructure. In extension, this defines which features and settings the service offers. The following Service Types are defined in the Nimbus:

Service Type 
(column value)		 What it is How it is created License Management
Nimbus Extend An Integration Model: the Service is based on Microsoft Teams and Microsoft Graph.

By an administrator in Service Administration (→ Create Service). 

Can also be created from MS Teams channels as described by Service Provisioning)

 ✅ Licensed per Service
Nimbus Unify An Integration Model: the Service is based on Microsoft Teams Phone Extensibility and Azure Communication Services, used with Luware NimbusOne. By an administrator in Service Administration (→ Create Service), choosing Nimbus Unify. Available once Nimbus Unify is enabled for the tenant. ✅ Licensed per Service
Direct Call A personal (→ Direct Call Handling) Service that handles the direct calls of one user. Per user, from the user’s Direct Call tab in User Administration.

✅ Licensed per User 

Nimbus automatically creates a personal Direct Call Service for each licensed user. Does not consume a regular service license.
State

INC Service Provisioning Status

UNCOMPLETED

The new service has been created and Service Settings can be accessed for further configuration. They exist in the Nimbus database. but still needs to be registered in Microsoft Azure using the provisioning script. Doing so will create a resource account / application instance.

🔍 Also see: Nimbus Installation and Provisioning via Microsoft PowerShell. 

☝ Note: Any services remaining in this state for 30 days will be removed automatically.
SERVICES APPLIED The provisioning is completed and the service is ready to be called. Nimbus will distribute calls among the service and log them for reporting statistics.
SERVICES RUNNING The service has been called and calls have been recorded in the Nimbus database.
PSTN APPLIED The service is now reachable via PSTN.  
✅ Numbers require a PSTN phone license to operate. Also see Installation Prerequisites > PSTN licensing.
PSTN RUNNING The service has been called via PSTN and calls have been recorded in the Nimbus reporting database.
SUSPENDED 

A service user has opted to "Remove Nimbus completely" from the services tab. 

🔍 Also see: Uninstalling Nimbus.

☝ Note: After 30 days in this state the service will be → "Pending deletion".
PENDING DELETION

When any admin clicks and confirms “Delete” on a service. Further processing depends on the service provisioning state:

  • A not yet provisioned service is automatically removed within one hour.
  • A provisioned service will be removed with the next run of the Provisioning script. This will remove the resource account and any assigned licenses.

☝ Note: Once de-registered from Azure the affected services and their settings are removed permanently.

💡 Good to know: A service that pending for deletion can still be restored by Luware IF it has not yet been completely de-registered from Azure OR completely removed from your local services instance.
Provisioned Since

Date when Service was first provisioned.

🔎 Also see: Nimbus Installation.
User Assignment Type

Shows how (new) users are assigned to this service, as determined during Service Provisioning.

  • MS Teams-based: Directly tied to your MS Teams "Teams" as determined during Service Provisioning. Users get automatically added and synced to a Nimbus service.
  • Skill-based: Manually created service via Service Administration. Requires manual skill-assignment from users you add from within your tenant directory.
  • None: For IVR or first-level redirection services. Has no users, but can be configured by any administrator.

☝ Important to know: The user assignment type is fixated when a service was either provisioned via MS Teams or manually created via Service Administration, e.g. for IVR or skill-based distribution purposes. A switch between MS Teams-based and Skill-based services is not possible due to technical constraints. 

🤔 What does this info entail? The User assignment type determines certain service features and technical details, e.g. syncing users to MS Teams or allowing manual assignment of User Roles and roles.
Modality

Shows the Modalities enabled for that service.

🔎 Modalities can be changed via Modalities Service Settings of each service. Enabling modalities enables new Nimbus Features.

🔎 Modalities are also enabled per User in the User Administration. A service can only distribute to users the corresponding modality enabled.

💡 Markers will be used throughout the knowledge base to signal or reference a certain modality, e.g. as a prerequirement.
Users

Number of users. This counter depends on the Service type (License) the service was originally provisioned with.

  • For Microsoft Teams-based services, this number corresponds to the team members + owners combined, as retrieved from Microsoft Teams channel.
  • For skill and responsibility-based services, users are manually added to the count via Agent Service Settings.
  • Services with user assignment type "None" do not have users (e.g. first-response IVR services for transfer).
License

🔎 Also see License Management. The license determines the amount of Nimbus Features accessible to users of that particular service. They are configured in the General "Tab" of each Service's Settings .

 What are the different license types?
 How can I downgrade a license?
Quick Access (Icons)

Provides quick access to specific Service views and options: 

  • Change History 
  • Tasks → see Tasks chapter below.
  • Edit Service → See Service Settings page for a comprehensive overview of all options.
    💡 You can also click the service name to access settings.
  • Delete service → See Managing Services chapter below

Managing Services

Create Service

Creating a Service

Create Service

Administrators create Nimbus Services in the Admin Portal under Service Administration with the Create New button. This page walks you through the creation and the steps that should follow.

💡 Other ways to create Services, such as directly from Microsoft Teams, are described under Other Ways to Create Services below.

PRECONDITIONS

✅ Permission: You have an Admin Role that is allowed to create Services in the Organization Unit you want to use. Only Organization Units where you have this right are offered in the dialog.

✅ Licenses: A Service license is still available (→ License Management). If no licenses are left, Create New is disabled and shows “No Licenses”. A Nimbus Unify Service additionally uses a Contact Center license.

✅ Service Type choice: 

  • The creation dialog lets you choose between Nimbus Unify and Nimbus Extend services. You can visit our Integration Model Comparison for more details
  • The Service Type Nimbus Unify is only offered when Nimbus Unify is enabled for your tenant. Without it, Create New creates Nimbus Extend Services.

✅ UPN: You know the Service UPN you want to use. It must be valid and not used by another Service.

 

Step by Step: Create a Service

Nimbus Admin: “Create New” Service button and Service Type selection dialog
  1. Open Service Administration in the Admin Portal and select your tenant.
  2. Click Create New.
  3. Choose the Service Type (only if Nimbus Unify is enabled for your tenant): in the Create Service selection, pick Nimbus Extend or Nimbus Unify and click Next. If you are unsure, see Service Types.
  4. Fill in the Service details in the Create Extend Service or Create Unify Service dialog (see the table below).
  5. Click Create.2
Field1 Description
Name Internal name of the Service in Nimbus. Shown in Nimbus lists and settings.
Service Display Name The name that identifies the Service towards callers and users, for example in Microsoft Teams.
Service UPN The address of the Service (e.g. service@yourdomain.com). Must be valid and unique. Nimbus checks this while you type and shows UPN is not unique or UPN is not valid.
Organization Unit

Where the Service is placed. The Organization Unit decides who can see and manage the Service, both from a settings perspective and for related Configuration 

 

1💡All fields can be changed at a later time, but may require another run of the Provisioning via Microsoft PowerShell script.

2☝️ Please note: The creation dialog does not ask for a User Assignment Type. A new Service always starts with the User Assignment Type “None”. You choose it afterwards in the Service Settings (→ After the Creation: Next Steps below).

 

INC Service Fields Length Limitations

🔎Service Fields length validation

When creating or updating a service the API enforces the following character length limitations for the service fields Name, Display Name, and UPN 

  • Name: max. 512 characters
  • Display Name: max. 256 characters
  • UPN: max. 113 characters
    • the UPN must adhere to the following requirements:
      • max. 64 characters before the "@" symbol
      • max. 48 characters after the "@" symbol
 

After the Creation: Next Steps

✅ At this point, the Service exists in Nimbus, but is not operational yet. Work through these steps:

Distribution Service Settings with Users > User Assignment Type dropdown (None / Skill-based)
  1. Choose the User Assignment Type3. In Distribution Service Settings, set Users > User Assignment Type to None or Skill-based (see below). Do this first, because it decides which settings and tabs you will see.
  2. Run the provisioning script. Pending changes to the Service name and UPN become active after the Microsoft PowerShell provisioning steps have been run. This applies to Nimbus Extend and Nimbus Unify Services alike (→ Provisioning via Microsoft PowerShell). Without them the Service is not operable.
  3. Check the General settings. Verify name, Service Display Name and UPN, and optionally add a PSTN number and Opening Hours (→ General Service Settings).
  4. Assign a Workflow. In Modalities Service Settings, select the Workflow that handles incoming calls (→ Workflows).
  5. Optional, Skill-based Services only: Grant Service Permissions to the users who should work in the Service and set a Distribution Policy.  
    🔎 Also see Use Case - Setting Up a Contact Center.
  6. Test. Place a test call to the Service UPN. Once assigned, you can also manually dial the PSTN number to the same effect. 

3🔎 Picking the “User Assignment Type” of a New Service

User Assignment Types

INC User Assignment Types

Each Nimbus Service can be of a different User Assignment Type that determines how Users are associated to this Service:

  • MS Teams-based: Directly tied to the Team itself in MS Teams, determined during Service Provisioning. Users get automatically added and synced to a Nimbus Service.
  • Skill-based: Applies for manually created Services via Nimbus Service Administration. Requires skill-assignment to Users you manually assign to the Service from within your Tenant directory.
  • Direct Call Handling: A service tied to one user with underlying Resource Account account and assigned phone number. Call Forwarding Rules can be defined via Direct Call User Settings or the User's personal Preferences (Portal). Can optionally transfer to individual “Direct Call Handling” type Workflows.
  • None: Primarily used for IVR or first-level redirection Services. This Service has no Users and is therefore primarily configured by any Administrator.

☝ Important to know: The User Assignment Type setting is fixated when a Service was either provisioned via MS Teams or manually created via Service Administration, e.g. either for Customer IVR or User skill-based task distribution purposes. A switch between MS Teams-based and Skill-based Services is not possible due to how individual Users are configured and how related Nimbus Features operate.

 

🤔 Is the User Assignment Type tied to the Service Type / License?

Indirectly, yes. While User Assignment itself is not technically bound to Service Types and related Nimbus Features, User permission handling and Nimbus Task distribution underlies technical restrictions, primarily dictated by how MS Teams handles its channels and roles.

User Assignment Advanced Routing

Enterprise Routing

Contact Center

 Description
MS Teams-based  ✅ ✅ 🔍 Relevant if you want to stick to MS Teams-based User sync but use Contact Center  Features  MS Teams-based User assignment is the most common scenario for new Advanced Routing and Enterprise Routing licensed Services. Nimbus Portal Roles are automatically inherited from the role in the MS Teams channel, minimizing the administrative effort to onboard and configure new Users.
Skill-based1 ❌ ❌ ✅

The main use case for Contact Center Services is setting up Distribution Policies to escalate calls based on Skills and Responsibilities.

The Distribution Order guarantees that Users get selected in a very targeted manner.

With adjustments of their skills and Duty Profiles Users can opt-in or out of certain distribution policies, e.g. based on time of day, workload, current responsibilities.

Adding and removing of Users is very flexible, e.g. across departments and even outside of any MS Team-based constraints.
None1 ✅ ✅ ✅ Services with User assignment type "none" are generally used for IVR or automated redirection. They can be created manually and outside of MS Teams channel restrictions.

Switching between User Assignment Types

1 Switching the User Assignment Type is possible outside of MS Teams-based context. For example, you can convert a “Skill-based” Service to type “None”, e.g. when you decide to delegate Users to different Services. 

☝However, before doing so, please note the following effects:

  • When switching User Assignment Type to “None”, all previous Settings made within the Service Distribution Tab are discarded and will be at their defaults, should you decide to switch back.
  • On “None” User Assignment Type setting, Workflows configured in the Modalities Tab will show warnings. Activities that involve any task distribution to Users (e.g. “Queue”) will automatically be skipped over. This may result in error scenarios during an incoming call. 
    → We therefore highly recommend checking your Workflows right after converting your Service's User Assignment Type.
 
 
 

🤔 How does the User Assignment Type affect my Service operation?

The User Assignment Type greatly determines how the Service (and Users) are managed. This also determines, which Features and Data are available to Users, and how granular the Role-based Access Concept (RBAC) can be implemented by Administrators.

💡 MSTeams-based Services are tied to the Team itself, but not to a particular channel within that team. 

  • The Service name and all channel Users are in sync with and actively used by Nimbus for task distribution. You can select one specific public channel to which the Service will post Adaptive Cards for Voicemails or call pick-up notifications.
  • Other than that, Nimbus will not impact other channels or functionality. You can "add" the Nimbus app tab to every available channel of a Team, if you want, but it will always only display the same Team statistics.
  • Very simple User Management with a fixed set of Portal Roles that grant access to Nimbus functionality.

💡 Skill-based Services allow Users to participate in multiple Services simultaneously.

  • The individual Services are NOT tied to using MS Teams channels as central point of communication and User management. 
    • The removal of a dedicated Teams channel also removes the possibility for a single channel for Voicemails, as it would cause data access and GDPR compliance risks.
  • Skill-based Services add flexibility, but also complexity:
    • Users on skill-based Services are managed via Agent Service Settings per Service. This can be done by any Team Owner.
    • Optionally Users can get Skills and Responsibilities assigned for escalated Service task distribution. A Distribution Policy assigned to each Service determines how new incoming tasks are distributed among Users, depending on their responsibility and expertise.
    • Allows to expand the Portal Roles with additional Supervisors and/or preferred Users.
    • 💡 Good to know: Users are also not "Active" on skill-based Services per default. Instead, they control their own Service availability via configurable Responsibility Profiles.

💡None - Services with no Users assigned: 

  • These Services do not have Users nor a specific MS Teams channel, and therefore don't use most of the abovementioned features. They only act as “gateway”, e.g. to route customers to actual Services via IVR.
 
 

🤔 Does the User Assignment Type affect available Features?

Yes, because certain features cannot operate “outside” of a given MS Teams context in order to steer User access to Service data and functionality. 
Here are some examples on how various features differ based on User Assignment Type:

Feature Feature MS Teams based Skill- based None
Workflow configuration Adaptive Cards ✅ - -
Voicemails ✅ - -
Service Settings Configurable Voicemail channel ✅ - -
Extensions tab ✅ ✅ -
Conversations Distribution ✅ ✅ -
Setting of a Distribution Policy - ✅ -
(New) User “Active” settings ✅ - -
Reporting section ✅ ✅ -
Editable "Name" field on Service Settings - ✅ ✅
Frontend UI "Active" toggle for Users ✅ - -
Users switching Service availability via Duty States / Responsibility Profiles  - ✅ -
 
 
 

Other Ways to Create Services

Way How it works Result
Directly in Microsoft Teams Add the Nimbus app to a Microsoft Teams team and complete the setup in the Nimbus tab. Details, prerequisites and the provisioning script: Service Provisioning. Nimbus Extend Service with the User Assignment Type MS Teams-based.
Nimbus API Services can also be created via the Nimbus API with the Create Service method (role Provisioning.Service.Create). An existing Service can also be copied with the Copy Service method. Service with the User Assignment Type None; a copy creates a skill-based Service with the licenses and configuration of its source. Needs a free Service license, otherwise the request fails (403).
From a user (Direct Call Handling) Set up from the user’s Direct Call tab in User Administration (→ Direct Call Handling, Direct Call User Settings). Service of the Service Type Direct Call, licensed per user.
 
 
 

Copy Service

Copying a Service

Copy Service

 
 

Delete Service

Deleting a Service

Delete Service

Services can be deleted either manually via the Administration UI or via Nimbus API > Delete Service method.

  • Via Service Administration Interface: By clicking the "Delete" icon next to the Service you mark it for "Pending Deletion" in the Administration.
  • Via Nimbus API: Deleting a Service will also mark the service to the same effect. 
    ☝ Note that only services with User Assignment Types “Skill-based” and “None” can be deleted via API.

☝ Service Deletion - Please Note:

✅ Marking a service for deletion has the following effects:

⮑ A warning will appear, requiring you to confirm and consent to the deletion request. 
⮑ The mark will IMMEDIATELY disable the service.
⮑ Incoming calls will be answered with a static announcement.
⮑ Afterwards the service will show with the State “Pending Deletion”.

💡 If you need to undo a pending deletion, please contact your Nimbus support representative. 

✅Confirming deletion via Provisioning Script. The service pending for deletion will continue to exist until the deletion is confirmed via the Provisioning PowerShell script run. After the Script ran through: 

⮑  … the application instance of the marked service will be permanently removed

The delete button in the Admin UI is now greyed out. The Service is now pending for deletion.
 

INC Reporting Data Access after Service Deletion

☝️Data Access after Service Deletion

INC Preview Feature

This feature is in PREVIEW and may not yet be available to all customers. Functionality, scope and design may change considerably.

💡Preview Note: Deleted Service data access is currently restricted to “Tenant Administrators”. The “Service Supervisor” access described below is being rolled out gradually to all customers. We will inform about this via the Release Notes.

Deleting a service does not immediately erase its reporting history. Within the data retention period described in our Whitepaper documents, that service's past sessions stay available through the OData Feed (and any Nimbus Power BI Template reports built on it) – but only to users whose permissions still apply.

🤔 Which Nimbus Reporting session data1 stays available?

  • Service Sessions
  • Unified Sessions
  • User Sessions (service-related)
  • Transfer Sessions

🤔 Who keeps access to data from deleted services? 

Access after deletion is decided by the Organization Unit (OU) that owned the service at the moment it was deleted:

  • Tenant Administrator – always keeps full visibility.
  • Service Supervisor – keeps access to the deleted service's historical sessions for as long as they remain responsible for that OU.
  • Service Owner / Team Owner (Limited) – lose access once the service is deleted. Their access is tied to the service itself, so when the service no longer exists, neither does their visibility of it.

💡 Good to know

  • 1 Session related data such as Tags, Codes, Callers, Transfer targets are also included.
  • Permissions for a deleted service can no longer be changed – visibility stays permanently tied to the OU that owned it at deletion.
  • If that OU is later deleted as well, only the Tenant Administrator can still see the data, and this cannot be reassigned.
  • When the data retention period ends, the session data is removed for everyone.
 

 

 
 

Editing Service Settings

Clicking on any existing service in the list allows you to configure its Service Settings. 

☝️ Administrator Notice:

  • Users with Frontend Portal Roles - primarily Service Owners and Team Owners) can also access these settings described below. They may access the same settings tabs as an administrator, but options may be hidden or read-only, as defined per User Role (RBAC) Matrix ruleset.
  • Changes to service settings can be applied from either User Portal or Admin portal, by all users with the corresponding role. The last change will take precedence and is tracked in the Change History. 
    💡 We recommend to coordinate with team owners when a larger change of their service configuration is planned.
  • Certain changes require a run of the Provisioning Microsoft PowerShell script. The UI will inform you of these pending changes whenever a script run is necessary.
 

Tasks

The task list reflects a live-view of incoming tasks as it is also shown in the live Dashboard of the corresponding Service.
☝ As administrator, you are are authorized to remove ANY task, including such that are still in active conversations →  See note "Task Removal" below.

💡 Tasks can be marked with an "Issue" indicator, as reported by Nimbus User Portal users , e.g. via the Attendant Console UI.

 

Removing Tasks / Unblock Calls

You can remove tasks (e.g. to stop blocked calls) from the list clicking the "Delete Task" icon. 

TASK REMOVAL

🔎 Note that ANY task can be removed from the list - including those that are still running normal. 

  • Since task lists can get very large, make use of the filter by typing into the free search field.
  • Check the "State" and "Source" of the call to see if it matches what has been reported to you (e.g. a customer was stuck in "Queue")
  • Use this function only when a task is "stuck" (e.g. due to an erratic call state or system backend malfunction).
  • Please note that task removal will also immediately terminate related call sessions. → Removed tasks are marked as "failed" in the backend, but are not shown in the Service's Reporting and do not negatively impact the Service's KPI.
  • Make sure to inform any involved Nimbus users / service owners before performing this action on a larger scale.

☝ Important: Task removal should be done as an exception to unblock services or users. Please let us know about any ongoing or reoccurring issues that cause "hanging" tasks so the underlying issue can be addressed.

INC Luware Support Address

 Luware Website https://luware.com/support/
Luware Helpdesk https://helpdesk.luware.cloud 
Cloud Service Status https://status.luware.com/ 
Luware support contact details
 

Service Configuration Export

Configuration Export

The Export Configuration feature allows Nimbus administrators to export user and service configurations as downloadable files in JSON or CSV format. This supports audits, backups, migrations, and support sharing without requiring technical Nimbus API expertise. Exports can cover a hand-picked selection of entries, everything within a specific Organization Unit, or the entire tenant.

Good to know

The export feature uses the Nimbus API to retrieve details. When triggered, the system: 

  • … iterates over all users or services visible to the logged‑in user. Note that related / referenced entity data may be visible in the export, not just the selected
  • … calls the existing configuration read API per entry.
  • … collects the full configuration payload. 
  • … aggregates the configuration into a single export file.

💡 Selection is always bounded by what you're authorized to see: administrators with access to only a subset of Organization Units will only be able to export entities within their permitted scope, even when exporting "everything visible."

 

Export Formats

The export supports two formats, selectable via the UI buttons:

Format Content-Type Description
JSON application/octet-stream

Full structured JSON data with nested {"objects"}. Each entry contains tab data from the respective service / user settings. Details are exported as follows…
CSV text/csv

Human-readable flat CSV with one column per field1. Fields are taken from service / user settings respectively.

🔎The CSV format applies the following transformations:

  • Universal quoting: All cell values are wrapped in double quotes for maximum compatibility across Excel locales (handles commas, semicolons, pipes, and other locale-specific delimiters)
  • License normalization: Active / Enabled (Inactive) / Disabled [Reason1; Reason2]
  • Duration formatting: TimeSpan values rendered as 1m, 20s, 10m, 1h 30m
  • Boolean normalization: Yes / No
  • Organization Unit resolution: Organization Unit GUIDs resolved to display names
  • Lists: Skills, Roles, Profiles, Distribution Policies joined with semicolons and space ;  e.g. English; German
  • Missing data: Rendered as None or empty string
  • Friendly role names: Nimbus Portal Role identifiers (e.g. NimbusServiceSupervisor) are converted to space-separated display names (e.g. Nimbus Service Supervisor). Custom Roles names are preserved as-is.

1  Due to the nature of how Nimbus data entities are nested, some exports will not have the full level of detail (e.g. Nimbus user profiles will be exported, but not the skill levels per user per particular profile).

→ If you require the full details level for each entity, we strongly recommend to use the JSON export instead.

 

Export Procedure

  1. Log into to Nimbus Admin Portal.
  2. Select either Services or Users to get to the overview.
  3. (Optional) Narrow down the list using the Organization Units filter (or other column filters). Any export triggered via Export All below will only include entries currently visible in the grid. Leave the filter at "All" to cover the entire tenant, or select a specific Organization Unit to scope the export to it. 
  4. Choose one of the following ways to export: 
    • Export everything currently visible: Click “Export All (JSON)” or “Export All (CSV)” in the top-right corner. This exports every entry matching your current filter — the entire tenant, or just the selected Organization Unit. 
    • Export a hand-picked selection: Select one or several service / user entries via their checkboxes in the first column.
      💡You can select entries across multiple pages.

      ⮑ A popup opens, presenting with additional options.
      Click on “Export JSON” or “Export CSV”.
      ⮑ An exported text file is being generated and then downloaded by your browser.

 Service Data

Service - JSON Export

Filename pattern: services-config-YYYYMMDD-HHmmss.json
Returns full structured data with nested objects per tab. Suitable for programmatic processing, Power Query import, or archival.

💡Example service export JSON file (collapsed and shortened for readability) 

{
  "exportType": "Services",
  "exportedAt": "2026-04-02T07:04:20.0457135+00:00",
  "totalRequested": 2,
  "totalSucceeded": 2,
  "totalFailed": 0,
  "entries": [
    {
      "id": "91daad4d-1f3c-41a3-b7c7-5baa06349205",
      "displayName": "Documentation Team",
      "general": {
      "profiles": null,
      "skills": null,
      "roles": null,
      "nars": null,
      "assistant": null,
      "interact": null,
      "modalities": {
      "distribution": {
    },
    {
      "id": "86eb9d0e-5068-4e67-a89b-c3d0137ac8c2",
      "displayName": "Documentation Team Skill-based",
      "general": {
      "profiles": null,
      "skills": null,
      "roles": null,
      "nars": null,
      "assistant": null,
      "interact": null,
      "modalities": {
      "distribution": {
    }
  ],
  "errors": [],
  "organizationUnitNames": {}
}

Service - CSV Export

Filename pattern: services-config-YYYYMMDD-HHmmss.csv
Returns a human-readable flat CSV with one column per field. Designed for opening directly in Excel for filtering, sorting, and comparison.

Column Format
Service Name Direct
Service Email Direct
Organization Unit Resolved to name
PSTN Enabled Yes / No
PSTN Number Direct or empty
Advanced License normalization
Enterprise License normalization
Contact Centre License normalization
Interact (Add-on) License normalization
Acceptance Time Duration format
Hangup Time Duration format
Short Conversation Threshold (s) Integer
Service Call Enabled Yes / No
Teams Channel Direct or None
Mailbox Direct or None
Workflow : Audio/Video Name or None
Workflow : Outbound A/V Name or None
Workflow : IM Name or None
Workflow : Email Name or None
Workflow : External Task Name or None
Workflow : WhatsApp Name or None
Workflow : SMS Name or None
Transfer on Exit Target Name or None
Distribution Policies Semicolon-separated
User Assignment All Users / Policy-Based
Distribution Priority Enum name
ACW Enabled Yes / No
ACW Duration Duration format
ACW Allow Stop Yes / No
ACW Allow Extend Yes / No
Persistent RONA  Yes / No
RONA Reset Time Duration format
Available When Busy Yes / No
Available When Away Yes / No
Default Enability Yes / No
Emergency Redirect Yes / No
Emergency Redirect Destination Direct or empty
Hide User Statistics Yes / No
Show on Historical Page Yes / No
 
 

Exporting User Data

User - JSON Export

Filename pattern: users-config-YYYYMMDD-HHmmss.json
Returns full structured data with nested objects per tab. Suitable for programmatic processing, Power Query import, or archival.

💡Example user export JSON file (collapsed and shortened for readability) 

{
  "exportType": "Users",
  "exportedAt": "2026-04-02T06:27:49.7303885+00:00",
  "totalRequested": 2,
  "totalSucceeded": 2,
  "totalFailed": 0,
  "entries": [
    {
      "id": "344473b3-9250-401f-bce9-72497533118a",
      "displayName": "Ada Lovelace",
      "general": {
      "profiles": {
      "skills": {
      "roles": {
      "nars": {
      "assistant": {
      "interact": {
      "modalities": null,
      "distribution": null
    },
    {
  ],
  "errors": [],
  "organizationUnitNames": {}
}

User - CSV Export

Filename pattern: users-config-YYYYMMDD-HHmmss.csv 
Returns a human-readable flat CSV with one column per field. Designed for opening directly in Excel for filtering, sorting, and comparison.

Column Format
Display Name Direct
First Name Direct
Last Name Direct
Email Direct
Organization Unit Resolved to name
Contact Centre License normalization
Attendant Console  License normalization
Assistant  License normalization
Instant Messaging License normalization
Email (License) License normalization
Audio/Video License normalization
Web Interact  License normalization
External Task License normalization
Companion License normalization
Skills Semicolon-separated; None if empty
Active Profile Single value
All Profiles Name (Default, Active); Name
Roles Friendly Name ( OU ); … semicolon-separated
Task Parallelization Yes / No
NARs Enabled Yes / No
Interact Enabled Yes / No
Interact AV Yes / No
Interact IM Yes / No
 
 
Service Types

🔀 Note: The concept of “Service Types” (on this page) has been split apart from s...

Service Provisioning

Prerequirements ☝The Nimbus Installation must be completed (and the Nimbus App ma...

Create Service

Administrators create Nimbus Services in the Admin Portal under Service Administr...

Service Settings

Good to know Service settings are available Nimbus service / team owners. You can...

Table of Contents