Good to know
Service settings are available Nimbus service / team owners. You can access them via Nimbus Portal:
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Also Note:
- Tenant administrators can also adjust service settings via Administration UI, with additional related options such as Service Permissions and License Management.
- Regular Nimbus users (read: Team Members / Agents) cannot access Settings at all.
🔎First time to Nimbus - Read this?
Being new to Nimbus and its many settings can be daunting. For this reason we set up a series of Administration Use Cases for a convenient step by step introduction.
As a first entry we recommend:
- Use Case - Setting Up a Basic IVR Service
- Use Case - Setting Up a Contact Center
- Use Case - Setting Up a Federation IT Helpdesk
More Advanced:
- Learning about Supported Modalities
- Best Practices - Omni Channel Contact Center
- A checklist: Modalities & Features Requirements and Configuration Steps
🔎 Shared Concepts:
- Nimbus Settings rely on shared entities (e.g. Workflows, Playlists, Opening Hours) - all managed via Configuration. We highly recommend checking there first before adjusting your settings to avoid having go back-and-forth.
- Visibility of options available in your settings is determined by Organization Units (OU).
- Access to Nimbus Features may be hidden from your view based on your Role and the assigned License Management
- To reduce complexity, settings may be hidden as licensing or Nimbus Features must be enabled first.
Service Settings Tabs
🔍 The tab contents below reflect the service settings available in the Nimbus UI. Please note that some tabs are restricted to certain Service types and show when related Nimbus Features are enabled.
General
General Service Settings
Contains general service settings such as the Service name, PSTN number, Opening Hours, and Reporting settings.
The "General" tab provides options that relate to Nimbus provisioning. Here you can also initiate "Test Calls" via MS Teams, which is particularly useful when you want to test changes to your Workflows. As a Service / Team Owner you can see the following details.
🔍Note: Entries marked with ☝ require a (re)execution of a Provisioning Script. → See Note below on "Triggering Changes / Admin Consent".
| Name | - | Name of the Team as it is defined in Microsoft Teams client. Nimbus |
|---|---|---|
| Service Display Name | ☝ |
Outwards facing Clear Name of the Service as Callers / Customers will see it in their Client. 💡 By default equal to the "Team" Name as it is shown in Microsoft Teams. Can be overridden if needed. |
| Service UPN | ☝ | The UPN (User Principal Name) under which the Service can be reached via user directory. |
| Application ID | - | The Application ID is provided during initial setup and cannot be changed. Used only for reference, e.g. during support cases or when adjusting Required App Permissions |
| Test Call | - |
A test call will directly call the Nimbus call-bot and establish a connection to your service. You can use this feature to test your workflows and/or distribution settings. 💡 Please note that this feature will not test any PSTN numbers assigned to your service. To test a PSTN you need to call via cell phone or landline. |
CHANGING A SERVICE DISPLAY NAME
- Nimbus bot operation is not affected by service name changes. Calls will continue to be distributed.
- A service name change will also not impact the (search-discoverable) service UPN name specified.
- Nimbus users will see team name changes reflected in their "My Teams" listing immediately.
💡 As team owner you can change your team name directly within Microsoft Teams (native, non-Nimbus functionality):
- Within MS Teams, locate your team
- Click on the "..." icon or right click the team name
- Select "Edit Team" → A dialog will open
- Change the team name (and optionally the description) to any desired content. → The Nimbus "settings" tab will reflect the new team name upon next load.
TRIGGERING CHANGES / ADMIN CONSENT
UPN and Service Display name changes are tied to Tenant Admin Consent and provisioning script rerun which can take several minutes to take effect. Any change is therefore marked with a ☝ Warning in the UI.
🔍 I'm a Service Owner - why are certain Service settings still locked against change?
- The full amount of settings is accessible only to Tenant / Partner administrators. Certain features are part of the Nimbus installation procedure and cannot be changed past deployment without provisioning a new service again.
- Certain changes are bound to the Service type or License applied. A downgrade may be prevented until you disable certain Nimbus Features or delete involved data entities.
🤔 I'm having technical questions before changing my service settings. Where can I find help?
- Check the FAQ and Troubleshooting section for our most common questions, technical use cases and support details.
- Many technical configuration details are explained on our Nimbus Installation and Service Provisioning pages. If you have further questions, our success team will gladly support you.
PSTN
Allows to assign a public telephone number (Public Switched Telephone Network) to your service.
☝ This setting should not be enabled without subject-matter knowledge or prior Tenant Admin / Nimbus support contact consultation.
🤔 Refer to the Installation Prerequisites for further info on PSTN / Number requirements.
🤔 Why is this necessary? Administration and licensing of PSTN numbers is outside of Luware control. Erroneous Number and License assignment may result in additional set-up efforts and running costs. Get in touch with your Nimbus support representative if you need help with this setting anytime after your initial Nimbus deployment. Our FAQ and Troubleshooting section is also updated frequently.
Opening Hours
Allows you to apply Opening Hours for your service team. Handling and routing based on opening hours is part of your Workflows e.g. by routing the call according to the "Check Opening Hours" Workflow Activity.
✅To be selectable in this Opening Hours entry (data entity) must be created first - and made available within the same Organization Units of the service or Tenant-wide.
Define primary and secondary opening hours
Each team may decide if the opening hours are defined as primary or secondary. This is determined via service-individual Service Settings > "General" Tab.
RULESET: PRIMARY AND SECONDARY OPENING HOURS
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Opening Hours Period Ruleset:
🔍 Rule of thumb: Primary Defined? > Secondary Defined? > Both no? > Use Primary Default! 💡 An example of how this rule is applied can be found below. |
Service Settings with applied opening hours. The current applicable status is shown under "Active Opening Hours". 
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Show me an example
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Reporting
🔍These values are mandatory Service Level Agreements (SLA) to specify as they are integral part of your team's Reporting and the Nimbus Reporting Model KPI calculation.
| SLA Acceptance Time in Seconds |
Maximum allowed time in queue before a task (read: incoming call) in the Dashboard is flagged as outside of SLA. 🔍 Shows as "Acceptance SLA" in both Reporting and historic Power BI reporting. Directly relates to Nimbus KPI Calculations. |
|---|---|
| SLA Hangup Time in Seconds |
Maximum allowed time in which the caller can hang up in a queue without the call being flagged as outside of SLA. 🔍 Shows as " Hangup SLA " in both Reporting and historic Power BI reporting. Directly relates to Nimbus KPI Calculations. 💡 Hung-up calls will still be considered as failed and thus show up as "Hangup in Queue" (red) in Reporting. |
| Short Abandons Threshold in Seconds |
Maximum allowed time until the call is marked as “Abandoned” in the Nimbus Reporting Model. 💡 Default: 5s, min 1s, max 30s |
| Show on Historical Sessions Page |
Default: enabled. GRPR - When disabled, the service and its related task results will not appear in the Historical Sessions view. |
GDPR - HIDE USER STATISTICS FROM REPORTING
Tenant Administrator Privacy setting - To be compliant with GDPR regulations and respect Nimbus user privacy, you can hide the "User Statistics" widget from the Service's respective Reporting view.
Team Owner As a service/team owner, you may check on this setting but not change it.
When enabled:
→ All Nimbus users of this service will not be able to inspect the "User Statistics " > (not) accepted tasks" anymore. This also includes team owners and service administrators.
→ The "Task Heatmap" widget will utilize the remaining space within the Reporting view.
💡 Note that this setting is only affecting frontend reporting and not the actual Nimbus Reporting Model backend data. You can still evaluate/anonymize call data within Power BI Paginated Reports.
Licenses & Addons
In these sections, you can assign licenses and addons to the service. Available tabs and settings depend on the assigned licenses/addons.
Modalities
Modality Service Settings
This tab controls Task Distribution settings per modality (e.g. Audio/Video, IM), such as your configured Workflows for Call Handling, Chat Handling, Email Handling, and External Tasks.
🔍Note that there are different types of workflows per modality, therefore the pulldowns show different content. Either workflow type must be created in the Configuration.
Configurable Modality Options
💡Available options in this tab depend on the licenses and modalities enabled via Service Administration > General Tab > Licenses. While unlicensed (or disabled on your Tenant), you will see fewer options to configure. The following options can be configured:
Option / Modality |
Advanced Routing |
Enterprise Routing |
Contact Center |
Description |
|---|---|---|---|---|
Inbound Conversations |
✅ |
✅ |
✅ |
Enables this service for the corresponding inbound modality allows you to select an Audio / Video Workflow, which handles incoming calls and video telephony.
|
Voice Messages Channel |
✅ |
✅ |
Does not apply as no single Teams Channel manages voice messages. |
🔍 This feature only applies to MS-Teams based User assignment types with an Audio / Video workflow applied. Some workflows can contain "Voice Message " activities that show Adaptive Cards in your MS Teams channel.  ☝ Note on changing voice message channels: You can change the default voice messages channel at any time. Nimbus will automatically post future voice messages to the new channel. Existing messages are not transferred when you switch the channel. Expired sessions or missing permissions may render cards from the previous channel inoperable. → We recommend to downloading your voice messages and/or "solve" your Adaptive Cards from the previous channel before switching, as any content is not transfered. |
Outbound Conversations |
- |
✅ |
✅ |
The "Outbound Calls" feature allows service members to impersonate and make calls "as" the service itself.
🔍Learn more on Outbound Service Call / Call On Behalf.
🔍 An Outbound task will show up in Supervision Personal Dashboards and within the " Service Outbound Tasks Tabular" Dashboard Widgets . |
Instant Messaging |
- |
- |
✅ |
This feature requires both Contact Center service license and Interact to operate.
Enabling the IM modality allows you to select an Instant messaging Workflow. Learn more about Chat Handling to see how settings affect users on both ends.
You can also assign Admin-Configured Service System Messages to customize the chat experience and default texts for your service users and customers. |
External Task |
- |
- |
✅ |
Learn more on by visiting External Tasks and External Task Handling. |
| - | - | ✅ | Learn more by visiting Email and Email Handling. |
Good to know
- Modalities and options available may differ on your Nimbus instance and individual service, as they may be disabled on tenant level or reliant on service Licensing. If you have any questions on licensing and Nimbus Features, don't hesitate to contact your Luware Customer Success partner.
- Workflows are only shown as previews. To edit the source workflow, head over to the Configuration and create / edit a workflow in the corresponding modality. ☝ On productive services we strongly advise to work with a copy and switch over when you are done.
Switching between Workflows
All Modalities This chapter applies to all modalities in this tab. Workflow pulldowns change available – and previously configured – per modality. The selection is depending on the respective workflow type and Organization Unit of your service. Before switching, please carefully read the advice below!
Workflow Changes DURING Service operation hours
WARNING: Clicking "Save and Apply" will apply workflow-related changes with IMMEDIATE effect for all further incoming tasks (calls) on that service. An incomplete or erroneously configured workflow may cause interruptions to your daily service, including lost calls!
💡 Rule of thumb: All Task Distribution in Nimbus will be done via the workflow a task was originally created with. As you confirm changes, already queued tasks will not be directed to the new workflow.
🤔 How can I minimize disruptions to my services?
→ Head to your Configuration > Workflows and check via the list if your workflows are shown as "Used in service". Note that multiple services can use the same workflow.
→ When you need to do immediate changes, we recommend creating a workflow copy (e.g. calling it V2, V3, etc), then switch over once you are satisfied. By doing so, you can review changes first – e.g. by testing the workflow in a non-productive service – then switch over all your services to the new version.
✅ Additional precautionary steps:
→ All your experimental workflows should be moved into Organization Units where productive services cannot opt into them. Think of this as a protected "OU-folder" that is out of sight of any service owner. In the same fashion you can also place other configuration items and services under that OU until they are ready.
→ Especially on productive services with a high volume of tasks we recommend to perform any workflow switches outside productive business hours to minimize any potential impacts.
Distribution
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.
Users
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:
GOOD TO KNOW
|
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
How it looks in the UI
On the Services Overview view a user will be shown in state: "(Not) Available" according to the configuration above:
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 Application Permission 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”.
Related Settings to check:
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 |
| Priority |
* see notes below. |
|
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) a "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.
Task Priority in "Queue" workflow activites
In a multi-service environment, the "Priority" setting effects your "Distribution Type" setting within a Queue Workflow Activity:
Scenario |
Setup |
Outcome |
|---|---|---|
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 |
|
💡 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 |
|---|---|
| Enable ACW Time |
When enabled, shows ACW in both My Sessions and Assistant in the Nimbus portal. 💡 Once enabled the default ACW time (default 20s) 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.
RONA
RONA
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.
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:
While in RONA status the user is considered as "Not selectable / Available" by Nimbus and will not receive further call invitations. → Also see User States. |
| RONA Reset Time |
RONA Reset Time (must to be specified)
RONA reset conditionsAn already active RONA state can be reset as follows:
|
GOOD TO KNOW
💡RONA is not retroactive: Changing either “Persistent RONA” or “RONA Reset time” in your service settings will have no impact on already set RONA states on users.
💡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 directly affected by the “RONA Timeout (Max. Ring Time)” configured in Workflow Activities, such as Queue, Queue Task and Transfer (to user). For example, a low ring timeout may not give users enough headroom to react to an incoming call before the RONA flag is set.
💡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:
💡Note the following limitations:
|
Extensions
Extension Service Settings
In Extensions Service Settings, you can manage extension 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.
Licensing Preconditions
Enterprise Routing Contact Center The Extensions tab is available for Enterprise and Contact Center licensed services. Please note that some extensions described below will only be visible for configuration when you have the according license 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.
💡 For Enterprise services, you need to have a Teams team defined in order to see the Extensions tab.
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 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.
Once Codes 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.
Assistant
Assistant works standalone app and can also provide context during calls to individual users. As Administrator you can configure the following:
- Define (Service or User) specific Call Templates that trigger data requests and can open other local apps or scripts on an incoming call.
- Reuse or define specific conversation context opened as the call is ringing or accepted.
💡 Learning: Once Assistant is installed and running in the background of a user's PC, a permanently opened Nimbus browser tab (e.g. My Sessions view) is not required anymore to get call context. The browser will open and show context automatically on incoming tasks.
Within a Service you can configure context for Assistant individually as follows:
| Target | What can be applied | How to Configure |
|---|---|---|
| Users (Agents) | Direct Call Templates are assigned and triggered by Assistant for an individual user, opened in their system-default browser during an incoming direct call. |
✅ Direct Call Templates containing the trigger points and actions and must be defined via Administrator-side Configuration first. Once created, Templates can be added to a user via Assistant User Settings . 🔍 Our Use Case - Chaining of Assistant requests provides a step-by-step example. |
| Services | Service Call Templates are assigned and triggered by Assistant during an incoming service call. |
✅ Service Call Templates containing the trigger points and actions must be defined via Administrator-side Configuration first. Once created, Templates can be added to a user via Extension Service Settings. 🔍 Our Use Case - Chaining of Assistant requests provides a step-by-step example. |
| Conversation Context is opened by Assistant in the Nimbus users default browser during an incoming service call. |
✅ Conversation Context items containing the URLs to open must be defined in the Administrator-side Configuration first. Once created, they can be added to a user via Extension Service Settings. 🔍 Our Use Case - Defining and using Conversation Context provides a step-by-step example on how to configure this. |
My Sessions
Enterprise Routing Contact Center This Feature requires either an Enterprise Routing or Contact Center license on the service. It allows you to show additional context in the My Sessions view.
Conversation Context
Conversation Context items can open in an extra tab or widget whenever a service call is accepted. Additionally, the My Sessions view in Nimbus allows to open context as an embedded context widget, e.g. to provide further caller information or to provide further functionality within a ticketing system.
Possible use cases for context could be:
- Create, update or open incident tickets in your based on incoming call information.
- Provide additional help or instructions to your Agents, based on the called services.
- Extend the call scenario with further browser-based applications such as CRM, SAP or custom-developed apps.
✅ Preconditions: Conversation Context must be defined via Configuration beforehand and made available on the service's respective Organization Unit (or higher) before they appear in this list.
The following points need to be considered for all users before using context in Nimbus:
| Consideration | Solution / Precondition | ||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Context tabs require your browser to show |
✅ During an incoming task Nimbus Portal needs to be open in your browser to open context tabs. Nimbus Portal Links: INC Nimbus Portal URLs
✅ Make sure to configure your web proxies to allow access to these domains or whitelist the complete *.luware.cloud domain. 💡Notes:
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| Context requires pop-up blocking to be disabled | ✅ Context may get blocked by your browser.  💡Notes:
|
Store Conversation Context Data
INC Store Context Data
GDPR After a service task has concluded, any historic session and customer context data – e.g. as shown in the My Sessions widgets – will by default not be stored by Nimbus.
While disabled:
⮑ the "Session Details" of any historic task records will show “Not Available” instead within My Sessions and Historical Sessions.
⮑ Previous custom Parameters / and Conversation Context items (e.g. Customer details or URLs dynamically retrieved and formed via Nimbus Power Automate Connector) will not resolve or open correctly anymore.
This storage behavior can be changed by enabling the “Store Conversation Context Data” in Extensions Service Settings:
☝ Note that the “Store Conversation Context Data” option is disabled by default as potentially sensitive caller data can appear in historical records and seen by Administrators (e.g. via Historical Sessions). Therefore…
- … the sections below should be read carefully to understand its effects.
- … involved parties should note that this setting has no retroactive effect, meaning that only data after enabling this setting will get stored for the retention period.
- … the setting must be enabled individually per service (OPT-IN).
🤔What happens when I enable this?
☝Task information / Session detail data is stored per service session on call termination (either transfer by workflow or user).
- Within the UI of My Sessions and Historical Sessions
- Custom (user created) Parameters
- System Fields and Parameters (both “Custom” and "System" parameters like Call ID, Service UPN, etc.)
☝ Restrictions on concluded sessions (e.g. within My Sessions) apply as follows:
- ... the "Embedded Context widget" will resolve with the currently configured URL with a previously saved call information. This means that also historic sessions will use the link currently configured in the Extensions Service Settings .
- ... the separate "Open Context" link remains clickable if at least one Conversation Context URL is currently configured.
- ... the "Session Details" widget will still show Custom and Customer parameters if available.
☝ Not stored (regardless of setting) are:
- Default "My Session Parameters" user data is not stored as it is always retrieved dynamically from the internal user directly of your Tenant.
🤔What happens in service transfer scenarios?
Nimbus always stores live context on transfer to services (either initiated by workflow or user). The "Store Conversation Context Data" option will have no impact there.
☝ However, enabling the "Store Conversation Context Data" setting will cause such live context data to be stored as historical record after call termination. This also applies on each transfer between services, creating a historical record entry for each service that has the setting enabled.
In an example transfer scenario this may cause historical data to “accumulate” between services, as data gets updated and appended.
Example - Transfer from Service A to B to C:
| Parameter | Service A ► transfer to | Service B ► transfer to | Service C |
|---|---|---|---|
| Customer Name | John Doe | John Doe | John Doe |
| Spoken Language | German | <Not Relevant> | <Not Relevant> |
| Gender | <Not Relevant> | Male | <Not Relevant> |
| Ticket ID | #1111 | #3151 (overwritten Ticket Parameter) | <Not Relevant> |
| “Store Conversation Context Data” enabled | ✅ | ⬜ | ✅ |
| Stored Historical Sessions data shown | John Doe (1) German Not used #1111 |
John Doe (1) Not available (not stored) Not available (not stored) |
John Doe (1) German (from Service A) Male (from Service B) #3151 (from Service B) |
(1) The user name will always be resolved from a UPN / PSTN when it was found within the existing O365 user directory.
🤔How long is data being stored?
- Caller info is updated on a “terminated” workflow Trigger Events and stored for a maximum of 30 days for the last available service session (in case of transfers).
- Conversation context data will also be stored for failed/killed calls.
- After 30 days the data is cleared. This also happens when either the service or tenant is being unprovisioned when Uninstalling Nimbus.
☝ Best Practice: If you wish to store critical or personal session data permanently, you need to do so during an active session and within a system of your choice (e.g. a CRM or Database).
🔍 Whitepapers: You can also learn more about the data retention policy in our whitepapers, available in the Documents section.
Widgets
Widgets extend the My Sessions UI with additional functionality. 💡 Note that certain features are separately licensed and may not show in your UI if preconditions are not met.
The following widgets can be configured:
| Setting | Description | ||||
|---|---|---|---|---|---|
| Codes and Tags | ⮑ Enables a "Codes & Tags" widget in the My Sessions view. ✅ Preconditions:
💡 Tags can be freely defined by users during incoming calls. Suggestions will be auto-completed based on previously provided tags.
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| Embedded Context | ⮑ Embeds a single website in a My Sessions “Embedded Context” window. ✅ Preconditions:
💡 Please note that only one Context item can be shown embedded per service call. 🔍 Functionality is the same as described in → chapter Conversation Context above. However, embedding limitations apply (see below).  INC Website Embed LimitationsWEBSITE EMBEDDING LIMITATIONSSome websites prevent IFrame embeds on remote sites, which cannot be circumvented. When you try to embed such protected URLs, errors like 401 (unauthorized) or a "Refused to Connect" message will be shown instead of your desired output. ✅ Possible Workarounds:
Show more technical information...There are two types of HTTP headers in websites that control iframe loading:
The HTTP Content-Security-Policy specifies valid parents that may embed a page using <frame>, <iframe>, <object>, or <embed>. A website header called x-frame-options specifies the access prevention, determined via the following values:
🔍 Related Sources: |
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| Live Caption |
⮑ Enables Live Caption for calls. If active, Live Caption appears as a widget, transcribing and displaying voice during calls. ✅ Preconditions:
 Tip: Hiding captioning in the backgroundNote that Live Caption can only be used with both Live Caption and Transcription enabled in tab Virtual Assistant. However, if you want to hide Transcription from the portal (e.g. if you want to process it only in the background), disabling Live Caption in tab Extensions will prevent transcripts being shown in the widget. |
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| Transcription |
⮑ Enables Voice Transcription for calls. If active, Transcription appears as a widget in My Sessions, showing voice transcripts of call sessions. ✅ 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. Once the final transcript is available, it appears in the Transcription widget and you can use it for your ACW.  |
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| Session Details | ⮑ Shows a "Session Details" widget in My Sessions with a set of of default System Fields and Parameters. This data is retrieved and shown during an incoming task. With the "Session Details" settings you change these entries order of appearance and greatly expand the available information.  ✅ Preconditions:
This feature can be used for any service, but the amount of available parameters is extended with higher license tiers.
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. Notes on Parameters in Session Details
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| Map | 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. Map Data availabilityMap 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.
✅ This requires either an external CRM / Directory that associate an incoming UPN/PSTN with the customer. System Fields and Parameters (CustomerStreetAddress, PostCode, City, State, Country) are used to render the position data on a map. Custom Parameters are not considered nor required. |
Users
Users Service Settings
🔍Note: This page covers User settings of “MS Teams-based” services. Users in a “Skill-based” service are configured via "Agents" tab instead.
PRECONDITIONS
All Nimbus services allow User Management, however Advanced Routing or Enterprise Routing primarily operate in sync with MS-Teams. In a Contact Center service, users can be managed manually. More info on this can be found under User Assignment Types.
For Tenant Admins:
- Nimbus Service Provisioning needs to be concluded for at least one MS Teams Team,
⮑ Within the Service Administration the service will shows as “MS Teams-based” User Assignment Type. This will signal that the Nimbus users are in sync with the corresponding MS-Teams Team. - A “Users” tab within the Service Administration allows to configure further roles. Refer to Service Permissions for more details.
For Team Owners:
- Within your MS Team Team you need to invite additional members and owners to participate in the Nimbus service.
- In the “Users” Tab described on this page you can manage the "Active" state of your service members and fellow owners.
💡Good to know: Team Members will not see this tab within the Nimbus Portal.
Common Settings
| Setting | Description |
|---|---|
| Default Team Owner Role |
Determines which Nimbus User Role a new MS Teams Channel Owner is granted once he joins the team.
💡This field is read-only in Portal. To change this an Administrator needs to access Service Administration > Your Service > "Users" Tab. Read more about this on Service Permissions. |
| Team member can change the active state | Allows or disallows team members to change their active state.  ☝Make sure to coordinate this setting: Other team owners and users with the "Workflow Admin Limited" Portal Role assigned can also change the “Active” state of all team members. → This setting always stays in sync between all users of that service, so make sure to inform your service-management colleagues when you change this behavior. |
Users Table
| Table Row | Description |
|---|---|
| Name / UPN |
💡 Fields are read-only. Users are auto-synced via MS-Teams. Name and UPN are both fixed and in sync with your local Tenant user directory. To change or correct any of these fields you need contact your Tenant Administrator. |
| Role |
Determines which Nimbus Portal Roles a new MS Teams “Team Owner” is granted once he joins the team.
💡This field is read-only in Portal. To change this an Administrator needs to access Service Administration > Your Service > "Users" Tab. Read more about this on Service Permissions. 💡Note: These Portal Roles are only for Nimbus functional and service data access purposes only. Changing them does not change any functionality within the native MS Teams client itself. |
| Active |
Steers the user's availability to take tasks within Nimbus.
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Agents
Agent Service Settings
🔍Note: This page covers Agent settings of “Skill-based” services. Users in a “MS Teams-based ” service are configured via “Users” tab instead.
PRECONDITIONS
Contact Center licenses are required both on the Service Administration and User Administration. This enables the management of users as “Agents” of one or several services, as well as the related Nimbus Features.
For Tenant Admins:
- A “Permissions” tab within the Service Administration allows to assign further Agents or Owners manually.
- Also within the Service Administration, User Skills and Levels need to be created first before they can be assigned to Agents in the Portal. 🔎 Refer to our Use Case - Setting up a Contact Center for a full walkthrough.
- Note that any Team Owners can assign Skills and Responsibilities levels to any Agents you (or other Admins) have assigned. → This is described below on this page.
For Team Owners:
- Once the Contact Center License is enabled, the “Agents” tab becomes available in Nimbus Portal Service Settings.
- On the “Agents" tab you can manage Skills and Responsibilities of your assigned service-assigned Agents. → See below on this page.
💡Note that no Agents will show until a Tenant admin has (manually) assigned users to this service. → See “For Tenant Admins” steps above.
Editing Agents
Any service owner can access the Agents tab to adjust the levels of Skills and Responsibilities of Agents assigned to that service.
| Active Profile | Acts as the equivalent to the toggle, available in the Assistant app. 
|
|---|---|
| Edit (Skills / Responsibilities) |
NOTE: EFFECTS OF EDITING AGENT SKILLS AND RESPONSIBILITIES
Please be aware that profile edits on users have potential widespread effects:
-
Responsibility Profiles of Agents are considered by any skill-based service for the distribution:
- If no skills are assigned or responsibilities change, the user may not be selectable for calls at all.
- Changes immediately affect all services that the Agent is assigned to (via Nimbus Admin > Service Permissions).
- Skill and duty changes are made and stored on the user itself. They are als immediately visible to service owners with view / edit permissions on this Agent.
- Distribution Policies set in each service's Settings > Distribution tab will reflect Agent skill and responsibility changes immediately as the next call arrives.
💡 An example:
- An Agent is part of 3 services A, B and C but their skill levels currently allows distribution only according to the Distribution Policy set in service A.
- You decide to raise that Agent's language proficiency level. → Service B requires that level and will now consider the Agent as well.
- You do not need the responsibility and decide to deactivate it. → Service C's distribution policy however relies on it and will still not consider the Agent despite the higher skill level.
- The owner of service C will add a completely new skill to this Agent and reactivates responsibility at the same time. The next time you edit this Agent, can see this change reflected.
☝ Important Learning: When you share Agents between multiple team owners and services, coordinate your changes to their skillsets and responsibilities and agree on common standards in your service Distribution Policies. → Refer to the Distribution Order page for more details and examples.
Interact
Interact Service Settings
💡 Interact allows customers to directly communicate with your service agents via website either via Audio/Video or Instant Messaging (chat), without the need to install or run a any client on their side.
PRECONDITIONS
- TENANT ADMIN Interact is a feature enabled on tenant level.
- Enterprise Contact Center An Enterprise or Contact Center license needs to be assigned to a service for the Interact settings to become visible. See Service Administration > General Tab > Licenses.
- Once configured, Interact allows customers to reach a service directly from external URLs (websites) via small chat or audio/video widgets.
- 💡Note that the service needs to have a Contact Center license assigned in order to use Instant Messaging with Interact.
Editing Interact Service Details
After an Interact license has been assigned to the service, the Interact tab will become visible for further configuration.
The following options can be configured:
Element |
Description |
|---|---|
| Active |
✅ This feature needs to be enabled for your Tenant, see prerequirements above. 💡 Note that Interact licenses (granted via "General" Tab) remain active for this user. |
| Audio & Video |
When enabled the service can be contacted via call modality using Interact. Also refer to Instant Message Handling. 💡 Regular Nimbus distributed service calls will still reach this user despite of this setting. |
| Instant Message |
When enabled, the service can be contacted via chat modality using Interact. Also refer to Instant Message Handling. 💡 Regular Nimbus distributed service calls will still reach this user despite of this setting. 💡 Note that the service needs to have a Contact Center license assigned, Instant Messaging enabled, and an Instant Messaging workflow defined in tab Modalities in order to use Interact with Instant Messaging. |
| Restrict Access |
Toggle that applies Interact Domain Templates (CORS) as “whitelists”.
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| Domain Template | Lists Interact Domain Templates (CORS) available under the same Organization Units as the current service. |
| Service Snippet |
Default script with settings of the current Service, which later can be inserted into a the web page and used as a contact widget. ☝ Note that "serviceId" and "widgetKey" are unique to the current service and should not be mixed. 💡 Use the "Copy" button for easy Snippet Code retrieval. |
- Learn more about the configuration in our Use Case - Setting up Interact.
- Interact can also be enabled per user, see Interact User Settings.
Virtual Assistants
Virtual Assistants Service Settings
INC Beta Feature
This feature is in BETA status. Functionality, design, and scope may change significantly over time.
🤔Why should I use transcription? Transcribing customer calls improves quality assurance and increases the efficiency of call processing, for example making it easier to summarize past customer interactions and possibly transfer them to a CRM system for easier search and later analysis.
INC Transcription Preconditions
PRECONDITIONS
- Enterprise Contact Center The service needs to have an Enterprise or Contact Center license assigned in order to use the Transcription feature.
- Your tenant needs to have available Transcription licenses in Licenses Tenant Settings.
- As an Administrator, you need to set up the speech service in Azure and note down the API key. The API key needs to be added in the Nimbus settings.
💡Note that the usage of the Transcription feature will cause additional monthly ACS costs. - As an Administrator/Team Owner you need to enable Transcription in Service Settings > Virtual Assistants and add it as widget via Extension Service Settings.
- Each user that wants to use the Live Caption/Transcription feature needs to have a Transcription license applied. This is done by an administrator in General User Settings.
INC Azure Billing Transcription
AZURE BILLING
The usage of the Transcription feature will cause additional monthly ACS costs. The costs are determined by Microsoft. Also see https://azure.microsoft.com/en-us/pricing/details/cognitive-services/speech-services/.
- Before enabling the Transcription feature, get in touch with your Luware Customer Success specialist to discuss terms, usage scenarios and necessary setup procedures.
- Please note that Nimbus and Transcription support does not cover pricing discussions or make recommendations based on Microsoft Azure infrastructure.
Virtual Assistant transcription modes
Virtual Assistant works in two modes:
- Live Captioning is performed during the ongoing call and displayed on the My Sessions page.
- Voice Transcription is triggered when the call ends using the Nimbus Power Automate Connector. You can write the outputs to any target, e.g. into a Teams Message or Mail. → more on this below.
🔎This feature supports various regions as specified by Microsoft AI services. Allows to detect and support up to 4 languages per API configuration.
Voice Transcription
Once a call has ended, a voice transcription from Microsoft is generated. You can show this in My Sessions to your users or retrieve the transcribed text via Nimbus Power Automate Connector by leveraging the Trigger Event "When the virtual user assistant has an update".
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Related Concepts and Steps
✅ After setting up a Speech Recognizer in the Configuration you can select it here. Refer to Use Case - Setting Up Transcription for detailed instructions.
✅ Follow-up steps:
- You can start using the Nimbus Power Automate Connector by leveraging Trigger Events and Flow Actions, as described in our example Use Case - Analyzing a Transcript.
- Virtual Assistant “Voice Transcription” feature is also used to show a Transcript widget with historical (concluded) sessions, enabled via Extensions Service Settings > Widgets.
Live Captioning
After enabling Live Captioning, a “Live Captioning” widget can be enabled in the Extensions Service Settings. Nimbus users will see this interaction as described on the Transcription feature page.
Related Concepts and Steps
✅ Enabling “Voice Transcription” and setting up a Speech Recognizer in the Configuration is mandatory to use "Live Captioning". This is necessary so that the right language engine is used for voice detection.
💡Good to know:
- When the feature is disabled or unavailable (e.g. throttling, missing settings or service impediments on Microsoft side) info messages are shown in the frontend UI widget. Nimbus task handling and user-customer interactions themselves are not affected by this and will continue normally.
- Only the transcription between the current User and the Customer is kept, no third parties. → Also refer to the Known Limitations chapter below.
✅ Follow-up steps:
- Live Captioning is also used to show a Live Caption widget with historical (concluded) sessions, enabled via Extensions Service Settings > Widgets.
Known Limitations
INC Transcription Limitations
KNOWN TRANSCRIPTION LIMITATIONS
- MS Teams-native transfers during a transcription session. In a group call (with customer, user and Nimbus bots), the Teams client currently cannot automatically distinguish between the Nimbus transcription bot and calling customer.
→ Workaround: If you want to transfer a session with active transcription enabled, you need to use Attendant Console as it allows Nimbus to steer all group participants individually, e.g. in a Attendant - Safe Transfer or scenario.
- Transcription is currently only supported for inbound calls. Outbound Calls (i.e. Call On Behalf ) will not be transcribed.
Supervision - by design (not a limitation): As long as Supervisors remain in Listen or Whisper mode during a conversation, their voice is not being transcribed. Only during ”Barge In" they are part of the conversation and transcription is active.