Distribution Service Settings

Contains settings related to Task Queue and Distribution, affecting factors like User States, Task Priority, and additional blocking status effects like After Call Work and RONA.

☝ Note that confirming changes on these settings immediately affects all users and future incoming tasks of any modality. 

You might want to adjust General Service Settings > Reporting > SLA timings alongside, depending on how you expect your shown Reporting metrics to be affected by stricter or more lenient distribution settings.



Allows to configure settings that affect Nimbus User States handling and task distribution.

User Assignment Type

Shows how (new) users are assigned to this service. 💡 The default for Nimbus services is “Microsoft Teams Based”, as many users start  Users are directly synched to the Teams channel related to the current service.


🤔 Why is this setting locked for me? During Service Provisioning the User assignment type of a service gets determined. Changing this setting is only is allowed in certain directions, based on which type of service you started with.

Distribution Policy

Contact Center license Nimbus Feature. This is related to Skill-based distribution.


🔎The related Distribution Policies are managed and changed via the Service Administration.

New users immediately active

MS Teams-based Service Types only. 

The " Active"  setting determines if Microsoft Team "Members" are considered as users for Nimbus call distribution. Enabling this feature will automatically add new team members to your Nimbus service team.

💡An "Active" state has the following effects:

  • Only "Active" users may receive Nimbus distributed calls. Users may still be part of a team but remain inactive for the team's designated Nimbus Service.
  • Team Members that are set "Active" at least once in a month will count into statistics of the Nimbus Administration
  • Active Members are immediately part of the Nimbus task queue distribution according to the set Workflowsand may handle calls for the service team.
  • They also appear as "Active" in the Dashboard for all other team members.


Toggling yourself “Active” or “Inactive” for different teams via the Nimbus Portal
  • Both Team Owners and Team Members themselves can toggle their "Active" state at any time within either the My Services tab of the personal Nimbus app or the Team Dashboard >"My State" widget.
  • Toggling this state acts as a quick "gate" to opt-in and -out of multiple Nimbus Services in case you want to balance your personal customer interaction as user and Nimbus capacity per service team.
  • In addition to an "Active" state the MS Teams Presence Status also needs to match the criteria of the “Conversations Distribution” section. Otherwise users will not get Nimbus tasks.  
    🔎Also see User States for more details.

Conversations Distribution

Determines call distribution based on user presence state as set in their MS Teams client.

✅ Precondition: Regardless of Microsoft Teams IM presence, a user always needs to be "Active" in the service to receive Nimbus distributed calls 

Configuring which MS Teams presence is allowed for task distribution to “Active” (on) users.

How it looks in the UI

On the My Services view a user will be shown in state: "(Not) Availableaccording to the configuration above:

Within Portal > My Services active users can be shown as “Not available” due to their MS Teams presence being set as not allowed for Nimbus Task distribution.


Additional Notes:

When a user is part of multiple services and already taking a call for one service line, the user is also marked as Not Available in all other Nimbus teams. 

Aside from MS Teams Presence can block incoming tasks, an example being RONA flags from not responding to an incoming previous task, or the user still being busy in ACW.

💡 MS Teams presence states considered by Nimbus are:

  • Available
  • Busy 
  • Do Not Disturb
  • Away
  • Offline

When Use Case - Tracking Extended User Presence via Azure Guest Accounts is implemented, a more distinguished presence tracking is possible, for example allowing to still distribute calls when “Busy - In a Meeting” instead of just being shown “Busy”.


Whenever you make adjustments to your Distribution we also recommend checking the following:

Workflows - as activities inside - such as "Availability-based Routing" or "Queue" will affect call distribution, reaching more or fewer (active) users respectively. MS Teams presence is also re-evaluated depending on the "Distribution Type" setting in the "Queue" workflow activity:

"Queue / " workflow activity Distribution Type setting Availability Scenario Effective Task distribution

Broadcast When a user turns back to "Available" and a broadcast task is in the queue. During the next distribution iteration (timeout criteria or decline by other users) the user is included for distribution.
Direct When a user turns back to "Available " and a direct distribution task is in the queue. During the next distribution iteration (e.g. RONA criteria or decline by previously selected) this user included for distribution.
Pickup When user is "Not Available" Pickup controls are disabled (e.g. in Dashboard)

During the next distribution iteration (e.g. RONA timeout) this user included for distribution.

💡 A message will be shown on mouse-over that the IM presence is preventing task handling.

None, see node exit ► No One Available Currently all users are inactive (or active but set "offline" in MS Teams)
None, see node exit ► In Time Available Currently active users are not immediately available e.g. "DND/Away/Busy" or when occupied by another call.
None, see node exit ► Direct Available Currently at least 1 user is available = MS Teams presence set "available" and also set to "active" in Nimbus).

Reporting Settings  (Settings > General > Reporting ) - as user related distribution and availability changes can directly affect your reporting SLA.


Task Priority

Contact Center Service Type feature. The Task Priority determines how incoming calls from this service are handled in sequential order.

INC Distribution Priority

Configurable Property Description Behavior
  • Strict*
  • Highest
  • Very High
  • High
  • Normal (Default)
  • Low
  • Very Low
  • Lowest
  • Nothing Else*

* see notes below.

  1. When a new task enters the to the queue, it gets a default priority assigned according to the service's Distribution Service Settings
  2. When the “Distribution Priority” Queue Activities step is reached, the priority can be redefined. 
    💡 For example use “Special” Opening Hours cases to re-define the priority again.
  3. The order of tasks is distributed via round-robin method. Effectively this means: 
    • A new task of higher priority over existing tasks will take precedence and be handled as soon as possible.
    • A new task of equal priority will be sorted in below already existing tasks of the same priority, as it entered the queue at a later point of time.
    • A new task of lower priority will be sorted "in-between" higher priority task rounds, using a weighted round robin method.

When to select "Strict" or "Nothing Else" as priority?

“Strict” tasks will always be put on top of your queue. 
 ⮑Other tasks can get lost due to potentially long queue times as “Strict” tasks always take precedence.  
✅ Use this for emergency services and important VIP hotlines that always should get precedence over anything else in your queue.

"Nothing Else" tasks will only get distributed when your service queue is empty. 
 ⮑These tasks can get lost due to all other tasks taking precedence.  
✅ Use this for non-time-sensitive tasks in when your maximum queue time is long enough for them to get handled.


Priority in other Nimbus areas

  • Whenever certain workflow Trigger Event criteria are met, certain Flow Actions from the Nimbus Power Automate Connector can also be used to set a task priority dynamically. ⮑ This is overriding the default priority set in the Distribution Service Settings.
  • In general, tasks are always distributed according to a service's Distribution Policy (e.g. among "Longest Idle" or "Most qualified" Nimbus users first). 💡 Priority does only affect WHEN a task gets distributed, the policy determins WHO receives it first.
  • In all Nimbus views with a task list (e.g. My Overview or Personal Dashboards with "Task" widgets) "Priority" column indicates how high this task is ranked in the queue. With this setting, tasks may now "displace" existing tasks to a new rank.
A set of Nimbus tasks shown with different priority

Task Priority in "Queue" workflow activites

In a multi-service environment, the "Priority" setting effects your "Distribution Type" setting within a Queue Workflow Activity:


2 Services A&B using a "Broadcast" Queue Activity setting in their Workflows.


Service A : Broadcast, Calling Timeout - 30, priority "Low"


Service B: Broadcast, Calling Timeout - 30, priority “High”


Both services pool the same 10 users, Active and Available

  1. A first (low) call to Service A will block all 10 users with the call invitation.
  2. A second (high) call to Service B enteres the queue. All users are still blocked for the 30s timeout.
  3. The first (low) call is declined by 1 user, which then immediately gets the second (high) call distributed. 
  4. All 9 users are still blocked by the (low) call engagement until it is handled.
  5. Only the 1 user finishing the (high) engagement may take the next (high) priority call.

💡 Learning: The "Broadcast" Queue setting is fixed to a 10-user batch. In a priority scenario the first call entering – even if lower priority – may block higher priority tasks.


After Call Work

Contact Center Service Type feature. After Call Work time - or in short ACW time (in seconds) is added to the end of a call session until the user is considered available again to take the next task.

Option Description ACW in Portal UI View
Enable ACW Time

When enabled, shows ACW in both My Sessions and Assistant in the Nimbus portal.

💡 Once enabled the default ACW time (02:30 mm:ss) is granted. Can optionally be extended or stopped with the additional options below.

Allow Early End

Enables all Nimbus users of that service to stop the ACW counter at any time.

→ Stopping ACW will free up the user to become "Available" within Nimbus and receive the next task / call.

Allow Time Extension

Enables all Nimbus users of that service to extend ACW by the amount specified in the " Maximum ACW Extension Time ".

💡 This time is granted as flat "new" value to the user, not added to any remaining ACW time.

ACW Notes:

  • When a user goes offline in Microsoft Teams it will terminate the remaining ACW time for that user.
  • Changing the ACW Toggle / Time in settings during productive hours will have an impact on new (incoming) Tasks only.
  • Users are blocked from all other Nimbus service calls during ACW.
  • ACW is also tracked in Power BI for reporting purposes. Reports ACW time in seconds or "Null" if disabled. Total ACW time in a single service session is summed up from all involved user sessions.


Contact Center Service Type feature. RONA (Redirect On No Answer) is a "not selectable / available" User State for all type of services. A Nimbus user in MS Teams is given RONA status if they ignore a service call or do not answer it within a set period of time seconds.

The RONA status flag can be enabled and configured to reset itself after a set amount of time, making the user available again.

You can configure RONA as follows

Element Description
Persistent RONA  
(toggle, default: disabled)

Adds a persistent RONA state to any Contact Center licensed users of that service when they fullfill either of the following criteria:

  • Decline a call from that service
  • Ignore a call invitation from that service

🔍 While in RONA status the user is considered as "Not selectable / Available" by Nimbus and will not receive further call invitations. → See note below.

RONA Reset Time

RONA Reset Time (must to be specified)

  • hh:mm:ss format
  • Default 10min
  • Min 10 sec to Max 320 min (8h)

RONA Reset Conditions:

An already active RONA state can be reset as follows:

  • Automatically, after the specified "RONA Reset Time"
  • Manually by the user via Assistant (both portal and standalone). An count-up timer shown next to a manual reset button.
  • When the user goes Offline in MS Teams.
  • When the user switches to the Duty State “Off Duty”.

💡 Changing the persistent RONA flag to false or changing the reset time will not have an impact on already set RONA states.


Good to know:

💡RONA tasks are returned to Queue: The RONA status ensures that the call doesn't get lost and is instead redirected back to the queue (or handled otherwise via the Workflow). 

💡RONA in Broadcast Type Workflow Queues: This status does not apply when the Distribution Type in your "Queue" Workflow Activity is set to "Broadcast", as it would otherwise flag entire batches of users with RONA status simultaneously when a call doesn't reach them.

💡RONA is also tracked in the Nimbus Reporting Model, and can be evaluated via Power BI OData interface.


Emergency Routing

Emergency Routing allows to forward calls when they can not be distributed anymore due to technical reasons.

☝️ Note: This feature is meant as a fallback during technical analysis of service degradation/downtime to allow to route incoming calls to a temporary (emergency) number. Calls will be blocked from being handled in regular workflows and distribution, allowing Luware technicians to perform maintenance and analysis.

💡Note that an “Emergency Case” is engaged and managed by Luware System Administrators. When it applies, Luware support blocks the calls on cluster level. In such case, you will find more information on https://status.luware.cloud/.

Auto Redirect in Emergency Case When enabled, calls will be forwarded to the defined destination for as long as the call-blocking case applies.
Redirect Destination

The destination where calls will be forwarded to in case of call blocking. Currently, there are three options for redirecting calls:

  • PSTN number
  • User UPN
  • Service UPN

💡Note the following limitations:

  • Services and users have to be from the same tenant.
  • The service should be from a different cluster.
    • The service can be from another Nimbus cluster or another service, e.g. Microsoft Teams Auto attendant or Microsoft Call queue.
  • If you have the redirect to a PSTN number, the service needs to be correctly licensed for PSTN calling.




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