Welcome to Nimbus, a Luware cloud-based Service & Contact Center solution that integrates seamlessly with Microsoft Teams to act as a Customer communication service application. From intelligent routing of company numbers, efficient call transfers, and distributed call routing to teams, all the way up to building complex contact centers – Nimbus hears your call to action. Nimbus can be configured for various Service Types according to your needs.

Luware Nimbus is Software as a Service, running natively in the Microsoft Azure cloud. Nimbus allows you to set up your own services with minimal configuration effort and IT know-how. Developed from the ground up, Nimbus combines years of Luware expertise with modern web standards.

Core benefits of Nimbus

•  A lightweight  User interface, with controls just as responsive as a locally installed application. 
•  A streamlined design which seamlessly integrates into the layout of Microsoft Teams, while just as accessible via your browser. 
•  Highly customizable service settings for each service, combined with a backend configuration that shares or individualizes all resources within your tenant. 
•  Your Service, your rules. Define opening hours and workflows, and adjust call distribution as needed. You can fully delegate to service owners – no IT support required.  

The UI - all you need, one click away

During a busy day, the Dashboard is there to access everything your team needs. Handle incoming calls, monitor KPI, manage team member availability – everything is one click away. The  User Interface of Nimbus is designed to keep learning efforts and click-depth to a minimum. 

Optional: Attendant Console integration

 Nimbus integrates with Attendant Console, our one-click call transfer solution.

•  Attendant Console is integrated into your Teams client and is available on all devices, e.g. Chrome Books
•  Attendant Console provides a detailed queue with waiting time and caller ID (using MS Flow) 
•  You can pick specific calls from the Nimbus queue 
•  Attendant Console can be easily activated as an add-on to Nimbus 

Optional: Interact integration

Luware Interact incorporates chat, voice and video calls directly into a website, without the use of plugins. Nimbus Users receive all Customer interactions in their Teams client. Customers find the Interact UI easy to use, directly embedded as a code snippet on a website. With a simple setup process, the Customer can directly connect with any Nimbus User within their Teams client.

Interact currently supports the following modalities, bi-directional and with no additional browser installation requirements:

• Chat 
• Voice 
• Video 
• Screen sharing 

Power Automate / Flow Connector

Nimbus can be easily integrated with other applications (e.g. CRM, Ticketing, Databases) by using the Nimbus Power Automate Connector. Possible use cases include:

• A simple notification: Retrieve Nimbus task → Task gets lost → Trigger an email 
• Live-Data exchange during calls: On updated Nimbus task → Retrieve caller info → Request task details from your CRM or User directory → Update the Task details 
• Call-routing according to lists and parameters: e.g. VIP or blacklist call-handling, based on lists kept within your service team 

Product updates & maintenance

As a SaaS (Software as a Service) application, Nimbus is constantly updated with new features and improvements. Luware development follows an agile approach, which means that – while an overall feature roadmap is being followed – scope changes may occur on short notice. As changes on a SaaS product can be disruptive for both User experience and operations, Luware strives to be transparent in its approach to communications and implementation. For Luware, this means:

• We announce disruptive updates ahead of time, both in newsletters and via maintenance communication on https://status.luware.cloud/, where we communicate maintenance and service disruptions of any kind. 
• We perform updates outside of peak business hours, where possible, to minimize potential impacts on operative infrastructure. 
• We follow a regular update cadence (usually once per week) so that any potential issues and Customer feedback can be clearly associated with an update. 
• We communicate Release notes as timely as possible and keep a documented history, so that both our staff and Customers can refer to the same changes made to the product. 

Release types

Nimbus Release notes are distinguished by baseline, major, and minor releases, usually signaled on the primer text on each release. All our Customers are receiving the same product and the deployment tasks lie mostly on Luware side. Deviations from this procedure (e.g. a staged update on our clusters) or any necessary Customer-side actions are communicated ahead of time. We use this Knowledge Base, and our support team outlets directly to contact affected Customers.

The following table explains our release types in further detail:

Notes on versioning 

The product version is located at the bottom of the Nimbus login page: 

 🤔 What can I read from this? 

•  The version indicates when the product was updated (see table below). Note that this is purely technical information. We always provide clear dates in our Latest Release Notes communication (e.g. Update on 11 Nov 2022). 
•  Every release is accompanied by a version change. If not stated otherwise in the release notes, all productive environments (clusters) are updated to this version at the same time during maintenance. 
•  Publishing of Release notes signal the conclusion of a major version update. In-between the cadence we avoid making changes to the system, so any newfound issues can be clearly attributed to one change in particular. 
•  Release Notes and build version dates may be apart from each other due to various reasons (e.g. QA and Customer feedback phases or a staged rollout on our separate productive environments). 

 You can interpret the Nimbus version info as follows: 

Example version: 1.0.22308.6
1.0	Baseline Version
22	Year
308	Day in the year
.6	Build on that day

 

How Nimbus handles your data

Nimbus security, authentication, and data storage 

User access and authentication 

Using Microsoft O365 as your directory, a single sign-on (SSO) experience is provided for all Customer Nimbus Users. User access is authenticated via tight integration with Microsoft's global identity management platform (Microsoft Entra ID - ) and industry standard authentication flows (OAuth2). By using Organization Units, Nimbus ensures that data and access is given out only on a "need to know" basis per team/service on your tenant. 

The Customer, or their integration partners, self-administer their access to data by leveraging predefined Role Based Access Control policies provided by the Luware Cloud products. This ensures that Luware and Nimbus will never need to handle User credentials outside the Customer's environment. 

Call handling and reporting 

By using a completely API-based integration – as part of the Graph API handling presence status, call handling, and call functionality – Nimbus taps directly into the Microsoft Teams client application and can access the same functionality that MS Teams provides. Teams remains the single point of contact for all your call center agents. There is no additional call toast, no switching between applications, and no additional training required. Nimbus remains in the background – either as an (optionally) installed personal app, or a team-oriented tab in your Teams client to provide call context and live reporting data.  

As extended contact center solution, Nimbus never touches the call itself. Instead it just "tells" MS Teams what to do with it. By doing so, the media stream stays inside the Customer’s Teams tenant, with the following resulting benefits:  

•  Everything from security to encryption is covered by Microsoft. 
•  The full process stays in Teams: the presence status, the call, and the call handling. 
•  Call handling is also covered by your company’s approved GDPR and internal data policies. 
•  As both Customer and Teams Infrastructure run in Azure, delays and jitter are reduced to a minimum. This ensures the best audio quality possible. 

During live call sessions, Nimbus provides a Microsoft Power Automate Connector to read and store parameters. This enables you to connect to 3rd-party systems such as CRMs or Customer directories to provide additional data for internal Nimbus Users. Usage is optional, and follows the same access and authentication concepts as described above. 

Data storage 

Luware operates with a geographically dispersed workforce with locations in Switzerland, Canada, the UK, and the EU. Geographically distributed datacenters in Azure enable Luware to meet the Customer’s needs regarding home-country legislature, reduce network latency, and allow for geo-redundant backup and failover. Data is securely exchanged between Luware’s cloud infrastructure and the Customer's tenant via the Graph API. An OData interface is provided to extract Reporting data for historical reporting purposes via Power BI. Luware provides a pre-configured Power BI Template and instructions to connect to this interface. Usage is completely optional and follows the same access and authentication concepts as described above. 

All Customer configuration and reporting data (including voice messages) are stored and maintained in the shared Luware Nimbus Cloud infrastructure. This structure is segregated logically by individual Luware Nimbus applications in order to keep the data demarcated, private and secure. Data within the Luware Nimbus application is retained for the purpose of system operation and reporting. Luware does not store your Customer data other than PSTN and Voicemail records. Data retention policies are in place to ensure that data is only kept as long as necessary to serve its purpose. 

Related Pages: For more details on reporting data retention duration, backup, security and disposal, refer to the Nimbus Data Security and Privacy White Paper located on the Documents page. 

 

 

 

 Luware support

 🤔 Got further questions? Make sure to visit the FAQ and Troubleshooting section. Visit Documents for further technical reference.

 Need help with your Nimbus Installationj or have questions on any other topic? Don't hesitate to contact us: