🔍 Here you can configure all additional Nimbus extensions and separately enabled Nimbus Features.
💡 Note that certain extensions may be configured but will not take effect until the licenses for your users (User Administration) and services (Service Administration) are applied.
Outbound
Option / Element | Description |
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Max Scheduled Outbound Tasks per service |
Limits the maximum outbound tasks per service that can be simultaneously scheduled / in progress. Default 20 / Min 1 / Max 50
🔍 Note: Outbound Tasks – same as inbound tasks – are distributed among available Nimbus users and shown in the Personal Dashboards > in the "Service Outbound Tasks Tabular" widget. Tasks are scheduled using the Microsoft Power Automate Connector > Flow Actions. Once the limit is reached, a flow error is returned and the task will be discarded. |
Interact
Configures options for Interact, an optional feature of Nimbus. If you want to learn more head over to our Luware Solutions page.
Option / Element | Description |
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Interact enabled |
The global setting which activates Interact for Nimbus
🔍 Enabling this requires you to fill in an ACS connection string. Refer to our Use Case - Setting up Interact which explains setup steps in detail. |
ACS connection string |
Connection string for Azure Communication Services. Required to use Interact. 🔍 Learn how to generate this string via the Microsoft Documentation . ✅ "Check"- performs a check if it's possible to create a token for the user using this string. If the connection fails (with a correct string) it most likely means there are insufficient permissions. |
O365 UserID | ID of the user on behalf of whom meetings on the backend will be created. |
Widget Key |
Random guide generated for the Tenant. The key is sent with each request to the backend and checks the validity of the widget, depending on which it either allows or rejects the request for the backend.
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Session recovery timeout in seconds | Time in seconds before a closed session is ended permanently. Default: 20; Min: 5; Max: 60. KNOWN ISSUE Currently the timeout behavior is different between a direct (to Agent) conversation and a Service-distributed conversation:
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Authorization | Determine if a session requires further authentication:
Learn how to set up authorization...Use Case - Enabling additional authorization for InteractIn this use case, we're going to describe how you can set up an access token to be used for Interact. 🔍 This use case is optional in case you want to verify user access additionally via tokens in your Tenant Administration > Interact settings. Steps below refer directly on the Daemon application MSFT help article and the subchapters. Create an Azure Application
🔍 Refer to: https://docs.microsoft.com/en-us/azure/active-directory/develop/scenario-daemon-app-registration Generate Secret/Certificate
🔍 From https://docs.microsoft.com/en-us/azure/active-directory/develop/scenario-daemon-app-registration
Create own Daemon App with .NET/Java/Node/Python
🔍 Refer to the table on https://docs.microsoft.com/en-us/azure/active-directory/develop/scenario-daemon-app-configuration?tabs=dotnet Acquire a token and pass it to the SDK
🔍 Refer to: https://docs.microsoft.com/en-us/azure/active-directory/develop/scenario-daemon-acquire-token?tabs=dotnet |
Assistant
Configures options for Assistant, an optional feature of Nimbus.
Option / Element | Description |
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Use your own ACS Instance |
Toggle. Enable when you have your own Azure Communication Services instance. 🔍 Enabling this requires you to fill in an ACS connection string. Refer to Use Case - Setting up Assistant which explains the setup steps in detail. |
ACS connection string |
Connection string for Azure Communication Services. Required to use Assistant with your own ACS instance. 🔍 Learn how to generate this string via the Microsoft Documentation . 💡 Once a string is entered a "Check" option verifies if it's possible to create a token for the user using this string. If the connection fails (with a correct string) it most likely means there are insufficient permissions. |
Attendant Console
Allows to configure an MS Graph Filter that automatically limits the search used in Attendant Console.
Option / Element | Description |
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Global Contact Search MS Graph Filter | Uses the MS Graph REST API to filter1 users according to your tenant admin account permissions. This filter will be applied to the O365 like Attendant Console to provide internal Nimbus users a narrowed-down pool of search results. 💡 By default this filter (textbox) is empty, allowing users to perform a search on your entire tenant. 1 See: https://docs.microsoft.com/en-us/graph/api/overview ☝ Please note that this field requires only parameters for the "filter" field of a MS graph query, not the whole API request URL. Keep this in mind when using MS Graph Explorer to test, copy & paste your updated filter parameters. 💡 End-users will not see this filter in the frontend UI, but will have search results narrowed down accordingly. 🔍 Refer to our Use Case - Filtering Attendant contact search via MS Graph. Example filter for users within domain and preferred language:
NOTES AND KNOWN LIMITATIONSKNOWN LIMITATION The filter will be applied to all O365 accounts, including those of Nimbus Services! Overly strict filters may limit the Nimbus users' capability to forward calls via search.
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Team Visibility in Attendant Console | The Attendant Console search allows to forward calls to Nimbus teams and services. To avoid bypassing queues of services, the visibility of team members can be hidden.
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Presence Tracking
✅ "Presence Tracking" allows Nimbus to make smarter routing decisions by determining if your users are already in a Teams call (non-Nimbus). Please note that a few steps are required on your Microsoft Tenant for this feature to work. Read the instructions below carefully and contact Support in case you need assistance.
Track Presence over Guest Accounts | Allows you to use two Luware-provided guest accounts which enable Nimbus to poll the extended presence status on all users within your Tenant. 🔍 Also see related Microsoft Documentation: User Presence States in Teams . ☝ If you want to keep using "Presence Privacy mode" on your Tenant you need these guest account. Otherwise Nimbus cannot route anything. 🤔 Why is this necessary? Without a guest presence account, Nimbus can only retrieve a simplified presence status such as "Busy" "Away" or "Available" for your users. For extended status presence such as " Busy → In a Call " or " Busy → In a Conference " these presence accounts are required to improve call routing. When activating the presence tracking feature, call handling is handled according to the MS Teams status as follows:
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Grant Permission (Copy to Clipboard) |
✅ An auto-generated link that you (as Tenant Admin) need to paste into your browser. → Grants the delegated permissions listed below to the Nimbus App. The Azure guest accounts use these to read presence on all users on your tenant.
💡 You can do this step regardless of the Presence Account 1&2 field contents. The permissions will remain even if the guest users change.
Extended permissions are:
🤔 What are these Permissions used for? Nimbus uses these extended permissions to enable presence-based features, primarily for targeted call distribution and updating availability in the frontend UI. Also read → Track Presence over Guest Accounts above. ✅ To test these permissions y ou need to invite at least one presence account. → See "Presence Account 1&2" and → "Test UPN" below for further details. |
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Presence Account 1&2 | Used for extended presence status tracking on your tenant. Account 2 acts as (temporary) fallback when account 1 does not work for any reason. 🔍 These guest accounts require extended permissions → see "Grant Permission" above. Click here to learn how to set up Presence AccountsUse Case - Tracking extended user presence via Azure guest accountsIn this use case, we explain how to track extended user presence. For this you need to invite Nimbus Guest Users to your tenant. PRECONDITIONS
🤔 What is extended user presence and why guest accounts? For an extended status presence such as "Busy → In a Call" or "Busy → In a Conference", these presence accounts are required to improve call routing. Without having guest users on your Tenant as means to check, Nimbus cannot see any extended user presence status. 🤔 What happens after this setting is active? When activating the presence tracking feature, call handling is handled according to the MS Teams status as follows:
Guest User Details✅ Before you can use the extended presence feature you need to invite two guests users to your tenant. The steps are described below.
Invite Guest UsersINC Invite Azure Guest Accounts
Grant Delegated Permissions💡 This step can be done in parallel to the previous steps. Once granted, either of the presence accounts will make use of these permissions and no further actions are required on your side. Copy & paste URL from the "Grant Permissions" area into your browser. This link must be opened by logged-in a Tenant Administrator in order to work. 🤔 Which permissions are granted to these users? Refer to Nimbus Required App Permissions > "Presence Tracking" Results:
Adjust Your Service Settings💡 With all previous "track presence" steps successfully performed, Nimbus is now able to distinguish between busy states. ✅ We recommend to check your Service Settings > Distribution > Conversations Distribution tab and have converations "Distributed to the user" even while busy. Nimbus will automatically detect if an existing Nimbus service call is already handled by that user and re-route incoming calls accordingly. Secure Workaround for MFAINC Secure Workaround for MFAIn some cases Nimbus will require you to invite Guest Accounts to support extended features on your Tenant. We realize that not using MFA for presence accounts is a big limitation. If your IT policy mandates MFA on all accounts, there is a workaround that whitelists IP ranges. To circumvent this problem you can use the following workaround:
Learn more…Add Trusted Location
Add a conditional access policy
Nimbus Cluster IPs
Caution: These IPs are configured by Microsoft and can be changed without prior notice. Troubleshooting
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Test UPN | ✅ We highly recommend to live-test the new presence accounts 1&2 individually and check different users on your Tenant to see if the extended presence status updates correctly. 💡 The extended presence status should be shown / updated immediately. If you encounter problems with this or see an error message, please get in touch with your Nimbus customer success / onboarding contact. |