What you can find here
This page will always reflect the latest Release Notes, Improvements and Changes made to Nimbus.
Other areas of interest:
- Refer to the Release Note History for previous releases earlier this year.
- Updates on our Nimbus Power BI Template are distributed on request. Please refer to the Nimbus BI Template Release Notes to check for updates.
- Also visit the following sources to stay up-to-date on Nimbus in both features and (upcoming) maintenance.
INC External News Resources
24 Feb 2025 - 1.107 Release Notes
🔖 This is a major update, bringing many new changes and improvements into Nimbus. This update is rolled out sequentially on our clusters:
| Cluster | Update on |
|---|---|
| United States 01 / Australia 01 | 24/02/2025 |
| United Kingdom 01 / Switzerland 02 | 26/02/2025 |
| Switzerland 01 / Germany 02 | 27/02/2025 |
| Germany 01 / Europe 01 | 02/03/2025 |
💡Table updated on 26/02/2025
Custom Roles
Custom Roles have been added to Nimbus. Administrators can define and assign them to any user.
💡 Note that you can assign up to 5 Custom Roles to a user in Roles User Settings. If this limit is reached for a user, further Custom Roles will be disabled in the dropdown.
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Roles can then be assigned via User Administration > Roles Tab. ☝Be aware that custom roles will be listed alongside with base Nimbus roles so proper naming is important. |
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Learn more about Custom Roles…
Custom Roles
Precondition: Custom Roles can only be created, edited, and assigned in Nimbus Administration UI. The role is then applied in the User Administration. Portal Users and Team Owners don't have access to editing Custom Roles.
Contact Center Note that Custom Roles can be defined with no restriction but require a Contact Center user license in order to apply them to a user via the Roles Tab in the User Settings. The License itself is applied in the General User Settings.
Custom roles are defined as independent configuration entities, to be later applied to any user. The following base properties must be defined before the custom role can be defined further:
| Property | Description |
|---|---|
| Name |
Name of the Custom Role. 💡Note that this will impact how it appears in other parts of the Nimbus UI. |
| Organization Unit |
Organization Unit under which this role will be visible under. 💡 This is particularly relevant when you want to limit availability of certain roles to very specific services and their users. |
| Description |
A short description. 💡This is shown in the listing of all available roles and has no other system effects. |
| Users |
A list of users which currently have this role assigned.
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💡 Note that you can assign up to 5 Custom Roles to a user.
Creating a Custom Role
Custom roles are defined in several tabs:
- General Tab - Setting the (or changing an existing) display name, Organization Unit placement.
- Administration Tab - Setting detail permissions for the (new) role.
General Tab
General Tab
Here you define the Clear UI Name of the Role as it will appear in the Nimbus UI, the Organization Units visibility and a Description for the role for whenever it appears in listings.
🤔 Thinking about naming conventions
While the name of Custom Roles has no system-relevant function, other administrators will also see them in listings. For those reasons it is useful to agree on naming conventions that orients themselves on common company or business terminology standards. Another way to think about it is to think about features (scope) the role is going to manage.
- Role Naming Examples: Administrator, Supervisor, Organizer, Manager, Coordinator ,…
- Scope Naming Examples: General, Distribution, Extensions, Licenses, Workforce, Agent, User, …
Administration Tab
Administration Tab
Here you can grant individual Read, Update, Create, and Delete rights to the role. While selecting individual permissions, please note the following behavior:
- Note that selecting certain permissions will automatically create dependencies.
For example: Selecting a Delete permissions will also require View permissions. - Permissions are grouped into areas to allow for easier assignment in bulk.
- Selecting entire groups “inherits down”. Yellow checkboxes will signal that not the full set is inherited (e.g. when exceptions were made).
For further details one each permission, refer to the following table:
| 1st Level (Entity) | Area / UI Tab | Setting Section | What the setting affects & related KB links |
|---|---|---|---|
Services |
Service Administration and related Service Settings. | ||
| Service | Viewing the grid of available services, e.g. within the Service Administration. | ||
| General | General Service Settings tab. | ||
| General info | Clear / Service Name, PSTN configuration. | ||
| Opening Hours | Opening Hours setting application. | ||
| Reporting | Nimbus Reporting SLA Settings. | ||
| Licenses and Addons | Applying License Management. Also see Nimbus Features. | ||
| Modalities | Modalities Service Settings. | ||
| General info | Setting the supported Modalities. | ||
| Audio Video | Audio/Video inbound/outbound settings, Voice Message and Workflows. | ||
| Instant Messaging | Instant Messaging, System Messages and Workflows. | ||
| External Task | External Task settings and Workflows. | ||
| Email settings, Mailboxes, and Workflows. | |||
| Distribution | Distribution Service Settings. | ||
| Users | User Assignment Type and New User default active setting. | ||
| Conversations Distribution | Distribution Service Settings, Task distribution based on MS Teams status. | ||
| Task Priority | Task Priority setting for the service. | ||
| ACW | After Call Work toggle, timings, extensions, timeouts, | ||
| RONA | RONA settings, reset times. | ||
| Emergency Routing | Emergency routing / redirection settings. | ||
| Extensions | Extensions Service Settings. | ||
| Codes | Codes assignment. | ||
| Assistant | Conversation Context and Service Templates. | ||
| My Sessions | My Sessions widgets, Conversation Context, Context data storage. | ||
| Interact | Interact Service Settings. Modalities, Interact Domain Templates (CORS). | ||
| Users (User Assignment Type: MS Teams based) | → see Service Permissions. | ||
| Default Team Owner Role | Users Service Settings, Default Team Owner role, | ||
| Team member can change active state | Allow self-toggle for “Active” service participation. → see User States. | ||
| Users list | List of roles and Active State toggles. | ||
| Permissions (User Assignment Type: Skill-based) | → see Service Permissions. | ||
| Service Agents and Owners | Manually assigned “Agent” → see Portal Roles for detail permissions. | ||
| Service Owners | Manually assigned “Service Owner” → see Portal Roles for detail permissions. | ||
| Virtual Assistants | Virtual Assistants Service Settings | ||
| Virtual User Assistant | Speech Recognizers, Transcription and Live Captioning Settings. | ||
Configuration |
Configuration data entities, items used in other settings. | ||
| Workflows | Workflows listing. | ||
| Audio resources | Resources, including management within Playlists. | ||
| Workflows | Workflow editing. | ||
| Workflow Templates | Workflow Templates. | ||
| Codes | Codes listing. | ||
| User | Management of user-assigned config items. | ||
| Not Available Reasons | Not Available Reasons. | ||
| Service | Management of service-assigned config items. | ||
| Conversation Context | Conversation Context. | ||
| Parameters | Parameters. | ||
| Mailboxes | Mailboxes. | ||
| Opening Hours | Opening Hours. | ||
| Virtual Assistants | Items required for Virtual Assistants Service Settings. | ||
| Speech Recognizers | Speech Recognizers. | ||
| Distribution | Items required for Distribution Service Settings. | ||
| Skills | → see Skills and Responsibilities. | ||
| Skill Categories | → see Skills and Responsibilities. | ||
| Distribution Policies | Distribution Policies definition. | ||
| Responsibility Profiles | Responsibility Profiles definition. | ||
| Instant Messaging | Configuration items related to Instant Message Handling. | ||
| Direct System Messages | Messages to Users → see Use Case - Setting Up Instant Messaging | ||
| Service System Messages | Messages to Services → see Use Case - Setting Up Instant Messaging | ||
| Dashboard | Portal Dashboard related configuration. | ||
| Non-Personal Dashboards | Personal Dashboards | ||
| Attendant Console | Attendant Console specific configuration. | ||
| Address Books | Address Books. | ||
| Interact | Interact specific configuration items. | ||
| Domain Templates (CORS) | Interact Domain Templates (CORS) | ||
| Nimbus Assistant | Assistant specific items. Also See → Assistant Configuration. | ||
| Direct Templates | Direct Templates. Also see → Assistant Configuration. | ||
| Service Templates | Service Templates. Also see → Assistant Configuration. | ||
Users |
User Administration, listing users. | ||
| General | User Listing and access to General User Settings. | ||
| General info | Display Name, (most details are retrieved from ID), Organization Unit. | ||
| Licenses and Modalities | Also see → License Management. | ||
| Services | See related services the user partakes in. | ||
| Roles | Access to Roles User Settings. | ||
| Skills | Skills User Settings. Adjust skill and responsibility levels. | ||
| Profiles | Responsibility Profiles. Assign profiles available to the user. | ||
| N/A Reasons | Not Available Reasons. Enable and assign reasons available to the user. | ||
| Interact |
Interact User Settings. Enable and configure Interact features. → Also see: Use Case - Setting Up Interact. |
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| Assistant |
Assistant User Settings. Enable and configure Assistant features. → Also see: Use Case - Setting Up Assistant. |
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Learning more about about roles
The roles you assign here use the existing Role-based Access Concept (RBAC) in Nimbus. If you need further details on what each default role permission does, refer to our User Role (RBAC) Matrix. You can also use it as a (naming) reference for your Custom Roles.
Operations: New Change History feature
New Change History page was added to Operations.
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The Change History lists all (bulk) changes made on Nimbus data entities, starting with changes made to Service Administration, User Administration, and License Management.
💡We are gradually extending this feature with support for other entities as the Bulk Editing feature progresses. -
Data Privacy Tenant Settings - GDPR - Added a new “Allow Partner to access Change History" toggle. Default: Off.
💡This feature will only be enabled after a Partner Administrator has been given consent by at least one of his Customer Tenants, as the Change History lists personal details of users making the changes.
Learn more about Change History…
Change History
The Operations > Change History view allows you to review who changed configuration entities in Nimbus as well as check the timestamp on changes, so you can retroactively review and contact users regarding those changes.
💡Access Precondition: Only System and Tenant Administrators for their tenant have access to the Change History. Access to the Change History may be enabled for Partner Administrators via Data Privacy Tenant Settings > “Allow Partner to access Change History" toggle.
INC Change History Limitations
KNOWN LIMITATIONS - CHANGE HISTORY
The “Change History” Feature is currently limited to tracking changes made within the Service Administration and User Administration, including changes to related License Management for Services and Users. We are planning to extend this feature to other data entities.
The following elements are available:
| Element | Description | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| Tenant | Tenant selection field. 💡 Locked for single-tenant admins. | ||||||||
| Last Updated |
Refreshes the entire view and loads new records if any. 💡 Applied filters in the → History will remain intact. |
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| Change History | Consists of the following columns:
🔎 Filters can narrow down the results shown: Learn more about Filtering…INC Filtering
1Also see → Uninstalling Nimbus. MS-Teams based Services are not immediately deleted but have a grace period, during which they can be resumed by adding the “Nimbus” Tab back on the MS Teams Team. 2 GPDR - Note that the personal information of Luware System Administrators may appear obfuscated in this view. Partner- and Tenant Administrators will only see “System Administrator” in the “Changed by” field. User Details may also be obfuscated when Data Privacy Tenant Settings > “Allow Partner to see User Identifiers” is disabled. If you have observed unaccounted-for change entries or questions on changes done by System Administrators, please contact Luware support. INC Luware Support Address
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Change History Details
When entries get updated or created, the change history details allow a closer inspection of the changed property values. You will see the following columns:
- Location: State the Tab and Section (if applicable) on the UI.
- Property: Label Name of the Property.
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New Value: New Value which has been set.
- For assignments: Name of assigned Entity (e.g a Configuration elements reference or a User assigned to a Service).
- For lists (incl. ordered lists): Comma separated list of Names in their new order.
- 💡 If a value is unassigned, it is stated as “--removed”
Nimbus API - User Provisioning
This marks the start of the official Nimbus API. As a first release, it is now possible to provision “blank” users to any predefined Organization Unit within Nimbus. We will steadily expand this feature with new functions.
✅This feature needs to be enabled by a Luware Administrator first to be available on your Tenant as a feature shown in the Provisioning Tenant Settings.
- For using the API you will need to set up a Nimbus Application and grant permissions. This can be done in parallel/preparation while we enable this feature. All necessary steps are explained on our Nimbus API page.
- Once enabled, the API scope can be limited to certain Organization Units by accessing your Provisioning Tenant Settings.
- You can then start using the API to provision users via O365 ID and Organization Unit ID.
Other Improvements
- Bulk Editing (Users) - Shows information about an ongoing Bulk Operation on users and a new “Refresh” button. Once the operation is finished, the "Refresh" button will update the details.
- Extensions Tenant Settings - Increased the allowed Maximum Scheduled Outbound Tasks per Service from 50 to 70.
Related KB Changes
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The Knowledge Base now has a new Operations Category to contain the additional Operational/History pages and to match the Nimbus UI.
- Operations now split into tabs, also accessible as single pages: Service Operations, Customer Operations and (new) Change History.
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Updated all User Role (RBAC) Matrix tabs and subpages:
- Admin Roles, Portal Roles, Power Automate Roles, Reporting Roles, …
- …to reflect the latest changes on UI, Nimbus API, Nimbus Power Automate Connector, Nimbus Power BI Template respectively.
- Updated Bulk Editing for users and services. This page remains the single point of entry for the topic. Our Best Practices - Bulk Editing page has been slightly updated as well.
- New Nimbus API page added and Nimbus App Permissions updated to reflect necessary Admin setup and permission grant actions.
- Minor visual updates to User States and related Nimbus Reporting Model pages for clarity and easier navigation.
Ahead Notice: Role Changes on Power Automate Connector
This note affects users of the Nimbus Power Automate Connector.
INC Role in Phase Out
⏰Ahead Notice: With Release 1.109 we will be phasing out the “Team Owner Limited” role from using the Nimbus Power Automate Connector. If you are using any of your Flows with this role (e.g. to schedule Outbound Calls), please switch to any of the supported Power Automate Roles.