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". 

PSTN

Allows to assign a public telephone number (Public Switched Telephone Network) to your service. 

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

Opening Hours Period Ruleset: If at least one defined period is found in the primary opening hours calendar, this period is prioritized. If there is no period in defined primary calendar, the secondary calendar period is applied. If no appointment is found in either calendar (with a secondary configured), the "Default" state of the first calendar is used. The default of the secondary calendar never applies in a two-calendar scenario. If the secondary calendar has no periods defined it is effectively ignored. 🔍 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".

Show me an example In this example there are two calendars defined: one provided the Admin (e.g. Company-Wide special holidays) and one "Service Specific" calendar created by a Team Owner.   💡 For simplicity we're assuming these calendars operate on a "whole day" basis for one week. 💡 Each day will be handled differently to illustrate a case from the rules above. The calling customer will experience the service status as follows: On Monday the primary calendar has a "holiday" defined. → The service workflow will react according to the path defined for holidays (usually a closed-announcement), otherwise the default applies (also closed). On Tuesday the primary calendar is default "closed", however the secondary has a special period defined. → In this case the the secondary calendar takes precedence. On Wednesday the primary calendar is default "closed", however the secondary has an "open" period defined. → In this case the secondary calendar "open" period takes precedence. On Thursday the primary calendar and secondary calendar have a default status, but no specific periods defined. → The primary default "closed is used, secondary default gets always ignored. On Friday the primary calendar has a special event type defined. → Depending on how the service workflow is configured, it will react to the "special" primary calendar period (e.g. same as Tuesday).

 

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.

Licenses & Addons

In these sections, you can assign licenses and addons to the service. Available tabs and settings depend on the assigned licenses/addons, as explained under License Management and the related Nimbus Features pages.

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.

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:

Modality1 & Features	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. You only will see previews of a workflow. To edit, head over to the Configuration To get used to workflows, we recommend reading about Workflow Editing as well as our Workflow Templates. Read about Call Handling to see how the settings affect the end Users in the Nimbus portal.
Voice Messages Channel	✅	✅	Does not apply , as no single Teams Channel manages voice messages.	🔍 This feature only applies to Services with an “MS Teams” type User assignment and an Audio / Video workflow applied.  In MS Teams the Service will use a dedicated channel for voice messages.  Workflows can use activities like "Voice Message" that show Adaptive Cards in your MS Teams channel.  You can change this default. Nimbus will automatically post future voice messages to the new channel. Learn more…   ☝ Note on changing voice message channels:  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 transferred.
Outbound3 Conversations	-	✅	✅	When enabled, the Outbound Call feature allows … … Nimbus Users (Team Members) to impersonate and make a Call On Behalf of this Service. … Service Owners to leverage Flow Actions to schedule2 an Outbound Call in the future.
Outbound3 with Workflow	-	-	✅	✅ Contact Center Precondition: Service Owners must use the “Schedule an Outbound Call with Workflow” Flow Action to schedule the call. Enables this Service for Outbound Call with Workflow. Switching the toggle on allows you to select an Audio/Video workflow.
Instant Messaging	-	-	✅	✅Precondition: 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	-	-	✅	Allows services to handle the External Tasks modality. 💡For more details on how this looks for Nimbus users, visit External Task Handling.
Email	-	-	✅	Allows services to handle the Email modality. 💡For more details on how this looks for Nimbus users, visit Email Handling.

¹ 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.

²🔍A scheduled Outbound Task (Call) will show up in Supervision Personal Dashboards and within the " Service Outbound Tasks Tabular" Dashboard Widgets.

³🔍Common preconditions and technical Limitations apply: Please visit the Outbound Call page for more details.

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 HOURS

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ATTENTION: Clicking "Save and Apply" after workflow changes has an IMMEDIATE effect for all future incoming Tasks for that Service. An incomplete or erroneously configured workflow may cause interruptions to your daily Service, including lost calls!

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💡 Rule of thumb: Task Distribution in Nimbus starts at the moment a task was originally created with. As you confirm changes, already queued tasks will not be affected by 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:

→ Especially on productive Services with a high volume of tasks we recommend to perform any workflow switches outside your productive business hours to minimize any potential impacts.
→ Any experimental / work-in-progress 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.     

 

 

 

💡 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.

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:

The Companion Service Settings allow you to configure AI-driven features that help improve your overall service performance, for example by assisting your service users with AI-driven context, live captioning, or transcription functions.

Speech Recognizer

☝All Transcription or Live Captioning features described on this page requires prior setup of a Speech Recognizer in the Nimbus Configuration. This is necessary so that the right language engine is used for voice detection. Speech pre-configured Nimbus items that point to a 3rd party service for processing. A configured and working speech recognizer is the prerequisite to using any Companion features that involve voice-to-text capabilities.

Transcription

When active, the Transcription feature transcribes call contents using Voice-to-Text capabilities. It 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.

Once a call has ended, a Voice Transcription is generated in the background, by leveraging the Nimbus Power Automate Connector > “Companion” Trigger Events and Flow Actions. You can then forward the generated transcription to any target, e.g. by wrapping it into an Adaptive Card as Teams chat message or via Email.

Optionally you can also show the transcription in My Sessions, allowing users to have a direct written record of previous conversations with customers.

Summarization

Summarization

INC Public Preview Beta Feature

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

INC Fair Use Disclaimer

🤝 This feature uses runtime resources under a fair-use policy. Luware may change the usage limit or contact customers that exceed the general usage quota.

✅ PRECONDITIONS

Companion - Summarization is an optional user feature: 

• The Transcription feature must be enabled on the Companion Service Settings, as the Summarization is derived from it.
• The user needs a Companion License, applied via General User Settings.

 

The Nimbus Companion integrates AI summarization as part of a broader suite of Transcription features, aimed at improving service performance and agent efficiency. During a call, Nimbus transcribes the conversation in real time. After the call, the transcript is processed by an AI service to generate a summary with the following aspects: 

Aspect	Description
Title	A title generated from Call Direction, Service, and User that accepted the task.
Issue	Shortened problem description by the Customer.
Resolution	Summary of how the issue was resolved.
Recap	A brief paragraph summarizing the interaction.
Narrative	Detailed call notes or chat summary of the entire Customer/User Interaction.

Summarization Outputs

Via My Sessions: Summarization outputs can be presented to the agent via My Sessions > Companion widget.
💡All aspects shown within the Companion Widget > Summarization can be hovered over and copied. 
✅ Precondition:  The “Companion” widget itself needs to be enabled in the Extensions Service Settings in order to be shown to users.

Via Nimbus Power Automate Connector: Administrators also have the possibility to flexibly retrieve and store Summarization outputs using Companion Flow Actions and the User/Service SessionID. This can be useful to keep a record of calls, e.g. within a CRM or long-term data storage and evaluation platform.  

Known Limitations

Summarization relies on the Transcription feature and therefore shares the same design limitations. 

INC Transcription Limitations

KNOWN TRANSCRIPTION LIMITATIONS

💡We are actively working on further improvements to remove or reduce the following limitations:

• Transcription needs to be enabled in order to use Live Captioning and Summarization. Speech Recognizers are required for all features. 
• Transcription data is not part of service/user transfers. Data is kept within the current customer/user session.
• Transcription is currently only supported for inbound calls. Outbound Calls (i.e. Call On Behalf ) will not be transcribed.

 

DESIGN NOTES

• Feature availability - Transcription relies on external services and APIs. When the feature is disabled or unavailable (e.g. throttling, settings or Microsoft service impediments) 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.
• Scope limitation: Only the transcription between the Nimbus user and the customer is kept. Third parties and call conference attendees are not part of the content transcribed.
• Supervision -  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.
• Summarization items generated from the Transcription might be missing when there is not enough data to draw from.

 

Codes Suggestion

✅ Precondition: Transcription is required to be enabled and a Transcriber set in order to use Codes Suggestion.

The Codes Suggestion feature provides you suggestions in My Sessions after a call is finished. If you haven't added codes to the session yet, Companion automatically suggests them. In case you have already added your codes, you need to click on the suggest icon to see and apply code suggestions.

💡When configuring Codes in Configuration, you can add the context related to this code in the Companion Context field to support Nimbus Companion in suggesting codes.

Tags Suggestion

✅ Precondition: Transcription is required to be enabled and a Transcriber set in order to use Tags Suggestion.

The Tags Suggestion feature provides you up to 5 tag suggestions in My Sessions from the list of already assigned tags (to service sessions). After a call is finished and you haven't added tags to the session yet, tags suggestions are shown. You can either select specific tags or apply them all. If you have already selected your own tags before, they don't get overwritten – in this case, you need to click on the suggest icon to see and apply tags suggestions.

Virtual Assistants

Live Captioning

✅ Precondition: Transcription is required to be enabled in order to use Live Caption.

The Live Caption feature converts ongoing call participant voices directly into text, using Voice-to-Text capabilities. Contents are displayed live on the My Sessions page.

Follow-Up Actions

Known Limitations