Use Case - Setting Up a Basic IVR Service

Allow incoming callers select from a set of phone menu options and route the calls to agents or Nimbus services based on the callers' selection.

INC Use Case Support Disclaimer


Use Case contents listed on this page have been created as examples

🤔 What does this mean?

  • Our documentation was created within the versions of 3rd party products (e.g. Salesforce, Zendesk or other vendors) available to us. Your personal version or licensing type of 3rd party products may vary and change over time, resulting in limited or missing functionality.
  • Luware and Nimbus Support cannot guarantee that the example scenarios will work in every (future) customer scenario. Please consult your 3rd party manufacturer to determine whether your product version supports the functions and interfaces mentioned in our Use Cases. 
  • Luware and Nimbus Support does not cover integration setup and administrative scenarios with any external systems mentioned in the documentation (e.g. Salesforce, Zendesk, Microsoft Dynamics, and other 3rd party manufacturers).
  • Luware does not provide support nor guarantee the executability of Use Cases in your environment.

→ Please ensure that you run your own internal testing before rolling out any large-scale integration into productive systems.

→ If you need further support for your Nimbus integration, please reach out to your account manager or customer success specialist.


🤔 On which topics can I get support on?


Basic IVR is a phone automation technology that lets incoming callers listen to a pre-recorded greeting and select from a set of phone menu option to route the calls to agents directly or to other Luware Nimbus Services. Therefore, the workflow for Basic IVR can not contain any queue elements and is usually used in combination with any of the other licenses within Nimbus.


  • If you haven't installed Nimbus yet, please refer to the Nimbus Installation chapters.
  • You require Tenant Admin rights to make the necessary changes within the Service Administration (e.g. to add a new IVR service)

🤔 How can I get access to Nimbus administration as a Tenant Administrator?

You need to create a new Security Group in Azure AD (or choose an existing one) and send the Object ID for the Security Group (GUID) to your Customer Success Partner. You can find more information information on the "Security Group ID" descriptions in the Tenant Administration.  
💡 Don’t forget that you need to be a "member" in the Security group, it’s not enough to be only "owner" to get access. 


Create a Basic IVR

  1. Go to the Service Administration and click “Create New ”.
    🔍 Access to the Admin Panel is granted via the following links:  
    Admin Panel URLs:
  2. Add a clear description and UPN to your service and confirm → The service is added to the list and the settings will be opened.  

Adjust Service Settings

💡 On your newly created service you should now see the Service Settings > General tab:

  1. Set PSTN to Active.
  2. Enter a valid PSTN number.
    🔍 Please refer to the PSTN information and limitations below.
  3. Click "Save & Apply".

INC Transfer to PSTN Limitation


Out of the box, Nimbus and related addons can only perform PSTN transfers according to Microsoft's licensing and constraints.

Which PSTN license do I need to acquire?

As of 2023, "Microsoft Teams Phone Standard" licenses are no longer supported by Microsoft. Previously, those licenses were viable for Nimbus. Regardless if you are using Direct Routing, Calling Plans, Operator Connect, the "Microsoft Teams Phone Resource Account" license is now always required. 

Your Setup Required License
Direct Routing "Microsoft Teams Phone Resource Account"
Calling Plan "Microsoft Teams Phone Resource Account"
+ "Microsoft Teams Domestic Calling Plan" or "Microsoft Teams Domestic and International Calling Plan" or "Microsoft Teams Calling Plan pay-as-you-go"
+ "Communication Credits" (if these aren't already included as part of your plan)
Operator Connect
"Microsoft Teams Phone Resource Account"

Please note that Luware staff cannot give recommendations on which license plan is best suited for your needs. Depending on your scenario, additional Teams App licenses may be required. Exact details are to be discussed with your Microsoft contacts.

Also see:


How does PSTN licensing affect service and call transfers?

Assuming that Service A has a PSTN license assigned - but further Services don't - the following scenario may unfold:

Scenario A - Service A workflow is configured to transfer the caller to Service B. The license of Service A is used, the PSTN transfer occurs. The PSTN license is re-used throughout further transfers to Services C...D…x…and so on.

Scenario B - Service B is called directly instead. Now the workflow of Service B attempts a redirect to either service A or transfer to C. The PSTN transfer fails due to a missing license on Service B.


  • For one first-level-response service: If you handle first-response calls always via the same service, you need a PSTN license for that particular first-level service.
  • For multiple first-level-response services: If you handle first-response calls always via multiple services, you need a PSTN license for all those first-level services .
  • Nimbus will attempt to use the PSTN license of the first service that responded to a call, regardless of how many further internal service transfers are performed thereafter.
  • If no PSTN license is found on a service that requires it for a transfer, the transfer task will be considered as failed and treated accordingly by the system (e.g. workflow exit announcement, reporting "transfer failed" outcome).

☝Note that handling and tracking of running cost for PSTN licenses is outside of the Luware support scope. If you require assistance in extending and/or configuring your Nimbus services for PSTN, our support will gladly assist you:

Luware Support Address

 Luware Website
Luware Helpdesk 
Cloud Service Status
Luware support contact details


Apply Settings

To have the new settings take effect you need to run the Microsoft PowerShell provisioning script.

  1. Access the Service Administration.
  2. Locate the script link at the bottom and download the latest Script.  
  3. Open PowerShell ISE as Tenant Administrator and run the script. You can find detailed instructions under Provisioning via Microsoft PowerShell.

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