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.
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 | |
| State | |
| 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.
☝ 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.
|
| 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:
|
Managing Services
Create Service
Creating a 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
- Open Service Administration in the Admin Portal and select your tenant.
- Click Create New.
- 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.
- Fill in the Service details in the Create Extend Service or Create Unify Service dialog (see the table below).
- 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).
After the Creation: Next Steps
✅ At this point, the Service exists in Nimbus, but is not operational yet. Work through these steps:
- 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.
- 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.
- Check the General settings. Verify name, Service Display Name and UPN, and optionally add a PSTN number and Opening Hours (→ General Service Settings).
- Assign a Workflow. In Modalities Service Settings, select the Workflow that handles incoming calls (→ Workflows).
-
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. - 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
🤔 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
publicchannel 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. |
🔎Related Topics
- Service Settings – configuring the new Service
- Service Permissions and Agent Service Settings – managing users on Skill-based Services
- License Management – checking available licenses, also see License Types and Nimbus Features to check out the possibilities for your newly created service.
- Delete Service – removing a Service again
Copy Service
Copying a Service
Delete Service
Deleting a 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
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.
Service 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
|
| 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:
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
- Log into to Nimbus Admin Portal.
- Select either Services or Users to get to the overview.
- (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.
-
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 |
| 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 |