Dialogue Cloud Neo (Unify) Feature Availability
This article lists the current feature scope of Dialogue Cloud Neo (Unify) and compares it with Dialogue Cloud Neo (Connect). Use it to decide whether the current DC2025.02a scope meets a customer's feature requirements. Items marked as planned or coming soon will be introduced in a future release. This page is updated with each bundle A bundle is a fixed combination of our software platform elements of very specific versions. These are designed and tested to optimally work together to assure their intended function and interoperability. release as parity progresses.
Available in Dialogue Cloud Neo (Unify) - DC2025.02a
| Capability | Notes |
|---|---|
| Audio call handling in WebAgent | Inbound, outbound, transfers, DTMF |
| Call recording | MP3 format, via ACS ACS commonly known as the acronym for Azure Communication Services, Microsoft's multichannel communication API in Azure for voice, video, chat, text messaging/SMS, email, and more to applications. Not te be confused with Azure Access Control Services (AACS) a deprecating authentication service of Microsoft, also sometimes abbreviated to ACS. |
| Live transcription | Native, no third-party integration required |
| Dialogue Studio flows | Most nodes supported; see Dialogue Studio - Node Availability in Dialogue Cloud Neo (Unify) below |
| Dialogue Insights | Also introduced in Connect from DC2025.02a |
| Dialogue Workspace | Available for Dialogue Cloud Neo customer environments that include a Unify service. Support for Connect-only deployments is coming soon. |
| OnePortal Formerly known as Partner Portal. A redesigned web portal for managing Dialogue Cloud deployments. administration | Provisioning, configuration, onboarding |
| Telephone connectivity | Direct Routing, Operator Connect, Teams Calling - see Telephone Connectivity below |
| AI Assist nodes in Dialogue Studio | Also introduced in Connect from DC2025.02a |
| AI nodes in Dialogue Studio | Also introduced in Connect from DC2025.02a |
Not Yet Available in Dialogue Cloud Neo (Unify)
| Capability | Available in Connect | Planned for Unify |
|---|---|---|
| Direct Call Interceptor The Interceptor is a service installed on AnywhereNow. It monitors all calls during set-up on endpoints of active Agents. By intercepting that call set-up and redirecting it to an UCC it lets you manage the direct inbound and outbound dialogues of the contact center agents. | Yes | Planned |
| Campaign Dialer | Yes | Planned |
| Autonomous Dialer | Yes | Planned |
| Voicemail Dialer | Yes | Planned |
| Supervisor Whisper | Yes | Planned |
| Supervisor Takeover | Yes | Planned |
| Attendant Console | Yes | Planned |
| PSTN Agents | Yes | Planned |
| Round Robin and Parallel Hunt | Yes | Planned |
| Quality Monitoring | Yes | Planned |
| SharePoint IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. | Yes | Planned |
Dialogue Studio - Node Availability in Dialogue Cloud Neo (Unify)
Most Dialogue Studio nodes are fully supported in Dialogue Cloud Neo (Unify). The following are not yet available or have partial support:
| Node / Option | Available in Connect | Planned for Unify |
|---|---|---|
| Callback CallBack, an IVR menu feature for voice, enables the customer to confirm or leave an alternative phone number to be called back by an available agent during business hours. option (in Action and IVR Menu node) | Yes | Planned |
| IVR Question option (in Action, Incoming Call, and IVR Menu nodes) | Yes | Planned |
| Merge Call option (in Action and IVR Menu node) | Yes | Planned |
| Ask-and-Wait - Speech/keyword recognition | Yes | Planned |
| Waiting Queue node | Yes | Planned |
| Post Dialogue node | Yes | Planned |
| Forward to agent PSTN number | Yes | Planned - use Preferred Hunt instead |
| EventBus node | Yes | Partial - not all events validated |
Telephone Connectivity
Dialogue Cloud Neo (Connect) and Dialogue Cloud Neo (Unify) differ in the telephony connectivity options they support.
Dialogue Cloud Neo (Connect) uses Direct Routing via AnywhereNow's own Session Border Controller (SBC).
Dialogue Cloud Neo (Unify) supports three connectivity options, in line with Microsoft's Teams Phone Extensibility architecture:
- Direct Routing
- Operator Connect
- Teams Calling Plans
See Cost and connectivity options for Teams Phone Extensibility for the full Microsoft reference.
Known limitation
Internal calls to a UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. made with Microsoft Teams are limited in Dialogue Cloud Neo (Unify) when using Operator Connect or Teams Calling Plans. This is due to a Microsoft Teams limitation where the dial pad does not appear for these internal calls, which prevents callers from using DTMF tones to navigate IVR options.
Direct Routing workaround: use Direct Routing numbers on Teams Resource Accounts and set ReverseNumberLookup=SkipInternalVoip. This is a Direct Routing-only workaround.
Operator Connect / Teams Calling Plans workaround: use Pathfinder, which uses transcription and AI intent recognition to route the caller instead of relying on DTMF tones for IVR navigation.