In Extensions Service Settings, you can manage extended Nimbus Features such as Codes and Conversation Context displayed on the My Sessions overview. Enabled features are immediately available to all Nimbus service team members.
💡 Note: This page is split between Nimbus Unify (Classic Nimbus UI) and Nimbus Nimbus Extend (Standalone integration with Luware NimbusOne) to account for settings differences between the two Service Types. More information can be found in our Integration Model Comparison.
Nimbus Extend (Nimbus)
Nimbus Extend (Nimbus UI)
Preconditions
This tab manages settings of a Nimbus Extend service, steering what context users see next to a conversation in the Nimbus UI, e.g. Attendant Console, My Sessions.
✅ Note that some options below are only visible when you have the according License Type applied via the Service Administration. Refer to Nimbus Features for an overview and get in contact with Nimbus customer success if you require a demonstration.
Direct Call Preferences
| Setting | Description |
|---|---|
✅ Precondition: This toggle only applies to Direct Call Handling services.
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Codes
Enterprise Routing Contact Center This Feature requires either an Enterprise Routing or Contact Center license on the service. Codes are selectable entries can be defined by service owners to appear in My Sessions or Nimbus Assistant to help users specify the contents or task conclusion during and after a call (After-Call Work).
Good to know
- Codes selected by users after completing task will be stored as part of historic reporting and made visible via BI Template.
- Unlike Tags a code must be predefined via this list to appear for users of the service. This also means that users of multiple services will see different codes for selection, depending on the service that was handling the task.
- The usage of codes as either “Secondary” or “Primary” is purely cosmetic, without system-relevant differences.
✅ Preconditions: Primary and Secondary Codes must be defined via Configuration beforehand and made available on the service's respective Organization Unit (or higher) before they appear in this list.
Learn more…
Once Codes are configured, click “Add” to add any available code to either the Primary or Secondary list. You can also sort the entries via drag-and-drop to change their order of appearance for users.
Nimbus Assistant
✅Precondition: All features described in the following requires Assistant to be installed and running on the user's PC.
Automatically open tabs
💡 Good to know: With Assistant, opening Nimbus in a browser (e.g. My Sessions) is not required anymore to get Conversation Context.
Assistant works standalone App and can also provide Conversation Context to users. As Administrator you can define multiple items Context items can be specified and applied in the Extensions Service Settings > Assistant section. These context items will open for all service users that have Assistant installed.
Service & User Templates as (dynamic) Context
In combination with opening regular “Conversation Context”, Assistant can run Service and/or User-specific Templates which trigger data requests or run local apps, web requests or scripts before or during an incoming call.
For Assistant this configuration is done as follows:
| Context target | Configuration items | How to Configure |
|---|---|---|
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Single Users (Agents) (With Assistant License) |
Direct Templates are assigned and triggered by Assistant for an individual user, opened in their system-default browser during an incoming direct call. | ✅ Assistant Configuration. Once created, User Templates can be added via Assistant User Settings. |
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All Service Users (Enterprise and Contact Center Licensed Services)
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Service Templates are assigned and triggered by Assistant during an incoming Service call. | ✅ Assistant Configuration. Once created, Service Templates can be added via Extension Service Settings.1 |
| The regular Conversation Context (e.g. Websites) can also be opened in the default browser of your Service Users during an incoming Service call. | ✅ Configuration. Once created, Context Items can be added to the via Extension Service Settings > Assistant.2 |
Attendant Console
A single Conversation Context item may be added to show within Attendant Console. Note that you cannot add more than one Context item at a time, as it wouldn't fit into the sidebar.
Once you select an active session (card) in Attendant, the globe icon appears right-hand side. Clicking it will show conversation Conversation Context within the sidebar. ☝Note that general Website embedding limitations apply (see bottom of this page).
My Sessions
🔎 This section controls Widgets, Parameters and other information shown in My Sessions. We also offer a related Context Handover concept page for more detailed considerations on handling, displaying and transferring context in Nimbus.
Conversation Context
✅Context Preconditions
Enterprise Routing Contact Center This Feature requires an Enterprise Routing or Contact Center license.
- Conversation Context items must be defined via Configuration beforehand and made available on the service's respective Organization Unit (or higher) before they appear in this list.
- Context can consist of static URLs, but also use dynamic Custom Parameters or System Fields and Parameters. If you want to learn more, visit Use Case - Defining and Using Conversation Context.
- Context can either be opened a extra browser tabs or embedded in My Sessions via the “Embedded Context” → Widget described further below on this page.
- Note that the extra browser tabs only open when you have Nimbus open in the browser OR the Nimbus Assistant app installed.
This section steers which (previously defined) Conversation Context should be shown on My Sessions during an incoming task, in the order specified. The usual business case are additional websites opening alongside with a new task, to assist the user their daily work (e.g. a CRM system, Search, Ticketing systems, Glossaries)
☝Please keep in mind that this setting applies service-wide. In high-frequency task scenarios, your users might get spammed with “Context” tabs.
- Context applied opens equally for all service users. For a more fine-tuned experience, consider using Service Templates in combination with Nimbus Assistant.
- Context will always (re)open on each incoming task, regardless if the user's browser window already had the same tabs open. If you want a more fine-tuned user experience, consider using Direct Templates in combination with Nimbus Assistant.
- Conversation Context opens task-agnostic, equally for any modality. When your service handles multiple modalities, keep the opened Context “baselevel” for either scenario.
Store Conversation Context Data
Keep Custom Context Parameters on transfer
Widgets
Widgets extend the My Sessions UI with additional functionality.
✅ Individual Preconditions: Note that widgets rely to features which are separately licensed. The widget toggles may not show in your UI if preconditions are not met.
The following widget settings can be configured:
| Setting | Description |
|---|---|
Codes and Tags |
✅ Preconditions:
💡 Tags can be freely defined by users during incoming calls. Suggestions will be auto-completed based on previously provided tags.
 |
Embedded Context |
✅ Preconditions:
 ☝Please note:
|
Companion |
Displays a widget to show various Companion related features, further configured in Companion Service Settings: 💡This widget is not only relevant for Companion features on human-user calls: it is also where a "Virtual User - Summary" tab appears once an interaction is escalated from a Virtual User (bot) to a human user. Enabling this widget is therefore also required to surface that handed-over Virtual User context, even on services that don't otherwise use Companion Transcription or Summarization for human-user calls. TranscriptionThe Transcription feature transcribes call contents using Voice-to-Text capabilities. ✅ Preconditions:
Transcription processing in ACW💡If you have ACW configured in Distribution Service Settings and need it for session closure, you may need to wait for an ongoing saving process of your session's transcription to finish.  Live CaptionThe Live Caption feature converts ongoing call participant voices directly into text, using Voice-to-Text capabilities. ✅ Preconditions:
SummarizationSummarization processes the transcript to generate a summary containing the most important aspects of a session. ✅ Preconditions:
Virtual User SummaryShows a structured summary of the customer's prior Virtual User conversation, once the interaction is escalated to a human user. This lets users immediately see what the customer already explained, without asking them to repeat themselves. ✅ Preconditions:
💡This is a separate concept from the "Conversation Context" described above on this page: Conversation Context surfaces external websites or CRM data, while Virtual User Summary specifically carries over what the customer already told the Virtual User during the same interaction. 💡Hiding features in the backgroundIf you want to process these features in the background (e.g. via Power Automate Use Cases), you can toggle it off My Sessions, effectively hiding it from the Nimbus User Portal. |
Session Details |
✅ Preconditions: Basic session details can be shown for any service, but extended license features (→ see below) are available. 
✅ Extended License Features: The amount of available Custom Parameters is greatly extended with higher Nimbus Feature license tiers. Advanced Routing✅ Advanced Routing My Session Parameters:
 💡Good to Know: If you remove any of the existing entries, they will re-appear in the "My Session Parameters" list and can be re-added. Enterprise Routing / Contact CenterEnterprise Routing Contact Center Additional System Fields and Custom Parameters for your "Session Details" become available with an Enterprise Routing or Contact Center license on your service:
 🔎Notes on Parameters in Session DetailsAny custom/writable Custom Parameter data is retrieved using the Microsoft Power Automate Connector.
🔎 Example - Original Called NumberThe Original Called Number and Original Called Target Type system parameters can be added to your My Sessions view to give users immediate context about where a call originated.
Typical use cases:
🔍 Both parameters are read-only and set once when the call enters Nimbus. See System Fields and Parameters for more information. License Downgrade: Note that a service License downgrade is being prevented when you still have custom or system parameters in use. Before attempting to downgrade your service license, remove additional parameters first and return the view to "My Session" defaults. |
Map |
✅Preconditions: Map locations are only shown when previously retrieved from an external directory, e.g. by using the Microsoft Power Automate Connector to look up caller data.
⮑ When successfully retrieved, an available a google-maps location will be shown based on either the address or IP information of the caller. Depending on the available info this map will provide more specific or general details. |
Nimbus Unify (NimbusOne)
Nimbus Unify (Nimbus One)
Preconditions
This tab manages settings of a Nimbus Unify service, steering what context users see next to a conversation in Luware NimbusOne.
✅ Note that some options below are only visible when you have the according License Type applied via the Service Administration. Refer to Nimbus Features for an overview and get in contact with Nimbus customer success if you require a demonstration.
The Extensions tab of a Nimbus Unify service has two sections. NimbusOne currently handles audio and video conversations.
Session Details
This section steers which information users see in the session details of NimbusOne. Each toggle carries the hint “Show widget in the NimbusOne client”.
| Setting | Description |
|---|---|
Call Flow |
Shows or hides the call flow of the conversation (the routing and handling steps) in Luware NimbusOne. 💡 Enabled by default. |
Context Information |
Shows or hides the Context Information section in Luware NimbusOne, which lists the → Session Parameters below with their current values.
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Participant Failed Call Flow Steps |
Controls whether failed participant steps appear in the Call Flow widget in Luware NimbusOne.
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Session Parameters |
The list of parameters shown under Context Information in NimbusOne. ✅ Preconditions: Enterprise Routing Contact Center Parameters and related workflow actions may be limited to Enterprise Routing and Contact Center licensed services. You can Add entries with the System Parameters or Custom Parameters buttons and drag them into the order you want users to see.
💡Values update while the conversation is active. For concluded conversations they are only available if Store Conversation Context Data is enabled (see below). |
Codes & Tags |
Enables a "Codes & Tags" widget in Luware NimbusOne ✅ Preconditions: Enterprise Routing Contact Center license Nimbus Feature.
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Conversation Context
| Setting | Description |
|---|---|
Conversation Context Tabs |
Opens additional Context Tabs the Session view of Luware NimbusOne. Select the entries and drag them into the order in which the tabs should appear. The hint in the UI reads: “Each context opens a tab in the session view”. ✅ Enterprise Routing Contact Center This Feature requires an Enterprise Routing or Contact Center license.
🔎 Note:
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Store Conversation Context Data |