Startup and Sign-In

✅ Check: After your service configuration and Assistant Installation are done, the application can be started and used.  Nimbus Assistant should be running as a small icon in your System Tray. If you don't see this icon, ensure that Assistant is installed on your computer or ask your tenant administrator to do so.

1. Click on the Icon and select "Sign in with Microsoft".
2. Use your Luware Nimbus credentials to sign in.
   ☝ Please note that the signed-in user must be identical to the user signed into your MS Teams Client.

Assistant Overview

After logging in to Assistant, the start screen is shown. There are some points of note for you:

• In the taskbar, you should see the Assistant shell icon, now with a green connection indicator.
  💡 Please note that this only indicates that Assistant has successfully connected with your MS Teams and is ready to receive call context. The indicator does not react to your Teams presence (Away, Available, DND, etc.).
• In this state, the Assistant is already fully operable with no further steps required on your behalf. You can adjust some settings in the Options Menu at the top right.

🌟 Congratulations - all done! Upon incoming calls, the defined actions (e.g. opening a CRM website, creating a ticket) will be triggered. Additionally, you can make adjustments to your Assistant via options in the step below.

🤔 Is your connection not working (status indicator not green)? Check the Options > Info dialog if the connection to MS Teams is working. Ensure your MS Teams is started and connected properly, then restart Assistant. If the problem persists, please contact the support.

🤔 Is nothing happing during an incoming call? After its initial configuration, Assistant should be functional, distributing context according to configuration made by your tenant administrator. If nothing is happening, get in touch with your admin to check your Assistant User Settings and see if templates from the Assistant Configuration are assigned to your user.

Settings Menu

💡 You can make some personal option adjustments in the app by right-clicking the tray icon:

Area	Description	UI
General	General behavior such as:  The menu language. App autorun behavior after system start. An option to show pre-call info toast before accepting an incoming call. A dropdown to choose to show either the pre-call info or the call flow toast for an inbound/outbound calls. An option to show the login window on app start. ☝ You may be required to regularly refresh your login as the old login session can expire.
Notifications	Notification and messaging behavior such as: Audio notifications on incoming Instant Messages or External Tasks.  ☝ Note that sound is played until Decline/Accept is clicked or a pending RONA status is cleared.
Appearance	Allows to configure various visual settings such as: The Assistant pop-up location. The zoom level of the application UI elements. The option to always show Assistant on top upon incoming events (Incoming Session, RONA status, ACW, etc.).
	Tray Icon options
Open Nimbus	Direct link to open the Nimbus portal in your browser.
Info	Connection status and app information version information.
Logout	Logs your user out of the app. 💡 You will not receive any call context until logged in again.
Quit	Closes the application.

Profile Changes

Contact Center ✅ Precondition: This option is only available for Contact Center licensed agents. A service administrator must assign Responsibility Profiles to you. 

💡 A profile can have any name (as determined and assigned by your service owner). Switching between these profiles determines your Duty State and – in extension – availability/responsibility within one or several Nimbus services. The default profiles are "Duty" and "Off Duty".

Not Available Reasons

Contact Center ✅ Precondition: This option is only available for Contact Center licensed agents. A service administrator must assign Not Available Reasons to you. 

1. Not Available Reasons (NAR) requests appear whenever you switch to a MS Teams presence that Nimbus considers as "Not Available" for calls. Multiple reasons can "stack up" this way and can be filled individually, most recent first.
2. To provide a reason, click "Fill Out" and either select one of the "top" reasons or one from the pulldown menu.

💡 Note: Nimbus will keep track of Not Available Reason requests for up to a week, after which the request will be closed. All reasons provided will be part of the Nimbus Reporting Model and reflected in Power BI.

After Call Work

Contact Center ✅ Precondition: This option is only available for agents with Contact Center licensed services. ACW must be enabled in Distribution Service Settings.

 You can handle your After Call Work (ACW) within Assistant. This additional time allows you to fulfill tasks before getting the next potential call distributed. If allowed via your service settings, you can extend this time or stop it prematurely. 

Codes and Tags

Enterprise Routing Contact Center ✅ Precondition: This option is only available for Enterprise Routing and Contact Center licensed services. Codes must be defined in your Configuration and then applied in Extension Service Settings.

 During an active call and ACW (see below) you can use Codes and Tags to signal call closure, decisions or any other purposes of your choice.

💡 Note that codes are predefined as per preconditions, while tags can be chosen freely during a call. Tag suggestions will be made based on existing tags from previous calls (and other users).

🔍 Tags and codes are recorded as part of the reporting data and show up in the Power BI reports.

Call Flow (Inbound and Outbound) and Info Toast (Inbound)

• The Info toast shows you certain parameters from the workflow (e.g. language, salutation, mail address, etc.) before accepting the call.
• The Call Flow toast shows the flow of the incoming call route. The original caller PSTN (number) as well as any previous transfers are shown in a historical line. It serves informational purposes to prepare yourself for incoming calls, e.g. by knowing which services the customer has already talked to.

Call Flow / Info toast (either direction)	Call Flow / Info toast during incoming (ringing) call
🔍 This setting is available by default. You can also enable the Call Flow or the Info toast to be shown when a call is not yet started (ringing), see the instructions at the right. A Blind Transfer button is shown for ongoing inbound calls. Clicking the Blind Transfer button opens the “outbound call” window, allowing you to enter a PSTN number or search for an agent, service, etc. to forward the call to.	In MS Teams, the Call Flow / Info toast can be shown on top of the incoming MS Teams call window.   ✅ Precondition: This setting requires the newest Assistant app setup installed on client PCs. A setting is available: “Show pre-call information” and a dropdown to choose whether you want to show the Call Flow or the Info toast. 💡You can configure this as default in the silent install method. For more information, refer to Assistant Installation.   💡 Toast Positioning: The toast window can be dragged via the position handles and remembers the last position. Also works with Teams Client Version (v2) which makes use of default Windows notifications mechanics. In this case, the Assistant toast will be shown on the top-right instead. 💡 Good to know: With Assistant running in the background, the toast window will also be shown when you run MS Teams in your browser (e.g. out of focus) or not at all.
Call Flow Toast Info Toast Blind Transfer (only for ongoing inbound calls):	Assistant Settings Call Flow Toast Info Toast

Info

Shows additional information on the incoming caller:

Example Call	#	Description
	1	Internal Caller Info: Showing E-Mail and IM address Shows "Empty" on external calls
	2	Custom Parameters: Only shown when filled Can be filled by Conversation Handling Activities (e.g. "Collect Information / Save to Parameter" Can be filled by Microsoft Power Automate Connector on certain Trigger Events. 🔍 Refer to our Power Automate Use Cases that showcase how to retrieve external System information (e.g. from your company's CRM) and store them into parameters 💡 Any System Fields and Parameters is only shown when it differs from its default values (filled by any of the methods above).
	3	Phone Number: Only shown on external calls. Shows "Empty" on internal calls.
	4	Additional Controls: Copy to Clipboard - will copy all Info field contents (1-3) into your clipboard as plain-text format. Open Portal - will open Nimbus My Sessions in your default browser.

Call On Behalf

Enterprise Routing Contact Center ✅ Precondition: This option is only available for Enterprise Routing and Contact Center licensed services. A service administrator must enable "Outbound Conversations" in the Modality Service Settings.

Allows you to make outgoing calls on behalf of a service:

1. Open Assistant and click on the "Call on Behalf" icon.
2. Enter a target name (from your Address Books or telephone number.
3. Select the "Outbound Service" you want to call on behalf of.

☝ Please note: This feature makes use of base Nimbus UI Call On Behalf routines. The same Outbound Service limitations on PSTN licensing, reporting, and search apply.

Click to Call

<p>This is the standard Nimbus service call protocol and should open Nimbus Assistant dialpad.</p></br>

<a href="nimbus-call:+41791234567">
Nimbus Call to +41791234567 without Service preselected
</a> 
<br/><br/>



<a href="nimbus-call:mwinter@lunifico.com" >
Nimbus Call to UPN mwinter@lunifico.com without Service preselected
</a> 
<br/><br/>

<p>This is the standard Nimbus service call protocol and should open Nimbus Assistant dialpad 
with a service preselected.</br>
This example uses Nimbus Service: "contact.center.uk@lunifico.com". 
Adapt to your service UPN as needed.</p>

<a href="nimbus-call:+41791234567:contact.center.uk@lunifico.com">
Nimbus Call to +41791234567 with Service 
</a>
<br/><br/>

<a href="nimbus-call:a6c49c4b-ac44-4b52-ba4b-ea8c95e9c28c:contact.center.uk@lunifico.com" >
Nimbus Call to a microsoftTeamsUserId with Service 
</a>
<br/>

<p>This is the standard MS Teams direct call protocol and should initiate a Teams call.</p>

<a href=callto:+41791234567 >
Teams Call to +41791234567 
</a>
<br/><br/>

<p>This is the old MS Teams direct call protocol and should initiate a Teams call if configured locally.</p>

<a href=tel:+41791234567 >
Teams Call to +41791234567 
</a>

Windows Registry Editor Version 5.00

[HKEY_CURRENT_USER\SOFTWARE\Classes\callto]
@="URL:callto"
"URL Protocol"=""

[HKEY_CURRENT_USER\SOFTWARE\Classes\tel]call
@="URL:tel"
"URL Protocol"=""

[HKEY_CURRENT_USER\SOFTWARE\Classes\NimbusClient.callto]

[HKEY_CURRENT_USER\SOFTWARE\Classes\NimbusClient.callto\Shell]

[HKEY_CURRENT_USER\SOFTWARE\Classes\NimbusClient.callto\Shell\Open]

[HKEY_CURRENT_USER\SOFTWARE\Classes\NimbusClient.callto\Shell\Open\Command]
@="\"C:\\Program Files\\Luware AG\\Nimbus Assistant Client\\Assistant.Client.exe\" \"%1\""

[HKEY_CURRENT_USER\SOFTWARE\NimbusClient]

[HKEY_CURRENT_USER\SOFTWARE\NimbusClient\Capabilities]
"ApplicationDescription"="NimbusClient"
"ApplicationName"="NimbusClient"

[HKEY_CURRENT_USER\SOFTWARE\NimbusClient\Capabilities\URLAssociations]
"callto"="nimbusclient.callto"
"tel"="nimbusclient.callto"

[HKEY_CURRENT_USER\SOFTWARE\RegisteredApplications]
"NimbusClient"="Software\\NimbusClient\\Capabilities"

External Task

Contact Center ✅ Precondition: This option is only available for Contact Center licensed services. A service administrator must enable "External Task" in the Modality Service Settings and assign an External Task license to the user in General User Settings.

External Tasks are a variety of regular tasks, scheduled via Microsoft Power Automate Connector, but not tied to a call or customer interaction. Instead, External Tasks can be used to coordinate and inform about pending activities, such as: 

• Booking a hotel room or flights
• Reminding about daily routines 
• Ticket "housekeeping" procedures, e.g. at the end of a day or work week

Emails

Contact Center ✅ Precondition: This option is only available for Contact Center licensed services. A service administrator must enable "Email" in the Modality Service Settings and assign an Email modality license to the user in General User Settings.

Email tasks are visible in the Assistant UI. Once an Email task is accepted it will open the My Sessions UI, with an Editor that allows to handle the Email and related attachments.