Dialogue Cloud Neo (Unify) onboarding guide

Use this guide to prepare a Microsoft Teams tenant for Dialogue Cloud Neo (Unify) and deploy one or more Unify endpoints.

Before you start

• Dialogue Cloud Neo enabled Your organization has been enabled for Dialogue Cloud Neo. This will be done by your AnywhereNow representative.

• Microsoft Teams PowerShell module (recommended: latest; minimum: 7.0). Install/update with:

  Install-Module MicrosoftTeams -Force and Update-Module MicrosoftTeams

• Admin roles in the customer’s Microsoft 365 tenant: Teams Administrator and User Access Administrator (or equivalent roles that can create resource accounts, assign numbers, and manage app access).

• Phone number available for the endpoint (Teams Calling Plan service number, Operator Connect number, or Direct Routing number).

  • For Automatic Deployment with Direct Routing, the phone numbers need to be uploaded to your tenant, see: Get Direct Routing phone numbers in your Teams tenant - Microsoft Teams

• Teams Phone Resource Account license available for the endpoint.

One-time operation: Grant admin consent

Grant admin consent once per Microsoft 365 tenant before using Dialogue Cloud Neo.

Required role: Global Administrator or Privileged Role Administrator.

You must grant consent for both the front-end and back-end enterprise application for your region.

Front-end enterprise application

Used by WebAgent, and Dialogue Workspace.

Region	Consent link
GWC	Grant consent
APAC	Grant consent
NORA	Grant consent

Back-end enterprise application

Used by PresenceService.

Region	Consent link
GWC	Grant consent
APAC	Grant consent
NORA	Grant consent

New customers

Graph Presence

Dialogue Cloud Neo deployment automation through OnePortal Formerly known as Partner Portal. A redesigned web portal for managing Dialogue Cloud deployments. still requires a customer created MS Entra ID App for some specific Graph presence calls.

Please follow steps on: Microsoft Graph Presence Source (Get) Configuration. with one added permission (see below)

• You will need the following details during the deployment:

  • Graph application client ID (App ID)

  • Graph application client secret

  • Azure Entra tenant ID

• you will need to add the following Application level Permissions

Create service for Dialogue Cloud Neo (Unify)

1. Create a new service in OnePortal and select Unify.

2. Fill in the required information and select Save.

3. OnePortal creates the service and the required backend components. You’ll receive an in-portal notification when provisioning completes.

Configure Secure Vault

1. Go to Configurations > Secure Vault Configuration and select Edit.

   (See: Secure Vault)

2. Add a new secret with type Neo Communication Teams Admin.

3. Enter the Azure Entra tenant ID and the username/password for the admin account (Teams Administrator + User Access Administrator).

   • These credentials are used to perform the automatic endpoint provisioning in the customer tenant.

     Tip

     Elevate the account just-in-time with PIM before provisioning, then let the elevation expire after.

   

   

   

   

   

4. With credentials stored, you can deploy a contact center and one or more endpoints.

Create a Contact Center

1. Create a SharePoint site per 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.

   • The required PowerShell script (Ucc.Site.Creator version.8.4.2.0 or higher) for Dialogue Cloud Neo can be downloaded below:

     Download
     

     Using this downloaded script set:

     • Make sure the SPFx ucc-dashboard is uploaded to your Tenant. (If not follow steps on: Deploy UCC Dashboard)

     • For creating a new site, follow instructions on using the script to create a new site on page: Create UCC Sites

     • Grant Dialogue Cloud Neo in your UCC region access to this site:

       • complete Steps 1,2 and 3 on page: Dialogue Cloud Microsoft Entra ID Enterprise Applications

2. In OnePortal Go to Contact Centers and select Create New.

   • After selecting the service, the toggle will be locked to Unify. Dialogue Studio is automatically selected and cannot be disabled (required for Dialogue Cloud Neo).

3. Complete the SharePoint site details (created earlier), choose the desired features, and select Save. You’ll receive an in-portal notification when OnePortal Dialogue Cloud Neo deployment completes.

Configure Dialogue Studio in OnePortal

1. In OnePortal, open Configurations and select the Dialogue Studio Configurations tile.

2. Select Create New, then choose the same region and 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. version as the service/contact center you just deployed.

3. Select the required authentication method:

   • Use AnywhereNow Authentication when you want read/write access through AD groups.

   • Use Username / Password when needed. The password must be at least 24 characters.

4. Select Save to create the Dialogue Studio configuration.

Create Unify endpoint

Required: Teams Administrator & User Access Administrator

Automatic deployment (recommended)

1. Open the deployed contact center and select Add Unify Endpoint.

2. Choose Automatic deployment.

   

3. In step 2 of 3, review the Environment Configuration. These values are used to create the required resources in the customer tenant.

4. Enter the endpoint details: Line URI / phone number, UPN, and Display name for the Teams Resource Account that will be created.

   

5. Verify the configuration and select Submit.

   

6. The deployment engine provisions the necessary Teams resources. If you want to understand or troubleshoot the exact changes, see Manual deployment.

7. Post-steps:

   1. assign a license to the created Resource Account.

      1. Go to the Microsoft 365 admin center.

      2. Assign the Microsoft Teams Phone Resource Account license to the endpoint Resource Account.

   2. enable outbound calling to the created Resource Account, see: Optionally, enable for outbound calling

Manual deployment

Required: Teams Administrator & User Access Administrator

Collect these values first:

• Resource Account UPN (for example: neo-ra@contoso.com)
• Resource Account display name
• Dialogue Cloud Neo Teams Phone extensibility App ID (Application/Client ID) provided by AnywhereNow OnePortal steps
• Azure Communication Services (ACS) Resource ID provided by AnywhereNow OnePortal steps
• Phone number to assign (E.164 The E.164 phone number format is an international (ITU) standard for dialing telephone numbers on the Public Switched Telephony Network (PSTN). Loosely formulated, only "+" and upto 15 digits (0-9) are allowed For example: +4433221100 (For number notation/display and storage see the E.123 standard) format like +31101234567) and the number type (CallingPlan, OperatorConnect, or DirectRouting)

1. Open the deployed contact center and select Add Unify Endpoint.

2. Choose Manual deployment.

   

3. Enter the endpoint details: Line URI / phone number, UPN, and Display name for the Teams Resource Account.

   

4. Run the PowerShell shown in Step 3. You can copy it from the OnePortal.

   

   Tip:

   If the Resource Account can’t be assigned a number immediately, run Sync-CsOnlineApplicationInstance -Identity $RaUpn and retry after a short delay.

5. Assign a phone number to the Resource Account

   You must assign a PSTN number to the Resource Account to receive calls. Use a Calling Plan, Operator Connect, or Direct Routing number.

   1. In the Teams admin center, acquire/provision the number you want (for Calling Plans, acquire a service number).

   2. Assign the number using PowerShell (supported values for -PhoneNumberType: CallingPlan, OperatorConnect, DirectRouting).

      

      Copy

      Example PowerShell (replace the phone number)

      # Assign a phone number (do not prefix with "tel:")
      Set-CsPhoneNumberAssignment -Identity $RaUpn -PhoneNumber "+31102502910" -PhoneNumberType CallingPlan
      
      # Verify the assignment
      Get-CsPhoneNumberAssignment -TelephoneNumber "+31102502910"

   3. If you’re not sure which type the number is, query it with Get-CsPhoneNumberAssignment as shown above.

   4. If the portal indicates the Resource Account isn’t licensed, assign the correct license:

      • Go to the Microsoft 365 admin center.

      • Assign Microsoft Teams Phone Resource Account to the Resource Account.

   5. If you plan to make outbound PSTN calls “on behalf of” this Resource Account using a Calling Plan number, assign a funded Pay-As-You-Go Calling Plan license to that Resource Account. Depending on the billing agreement, funding is provided through telco overage or Communications Credits.

   

6. Verify the configuration and select Submit.

   

Optionally, enable for outbound calling

Using Microsoft Calling Plans

The Resource Account used for outbound calling requires an additional Pay-As-You-Go Calling Plan license. Assign it to the Resource Account in the same way as the Teams Phone Resource Account license.

For this outbound calling scenario, Domestic or International Calling Plan licenses are not sufficient. The Pay-As-You-Go Calling Plan must be funded through telco overage or Communications Credits, depending on the customer's billing agreement.

For more information, see: Cost and connectivity options for Teams Phone extensibility - Outbound calling prerequisites

Using Microsoft Direct Routing or Operator Connect

To use outbound calling with Microsoft Direct Routing or Operator Connect, ensure that proper routing to the PSTN is configured. Typically, the existing Microsoft Teams Phone Resource Account license will suffice.

However, if your organization has restricted the Global Voice Routing Policy or if the resource account requires a specific Voice Routing Policy, these configurations must be made using PowerShell. For detailed instructions, see: Manage call routing policies for Direct Routing - Microsoft Teams

 

Existing customers

Required: Teams Administrator & User Access Administrator

Graph Presence

Dialogue Cloud Neo deployment automation through OnePortal still requires a customer created MS Entra ID App for some specific Graph presence calls.

Please follow steps on: Microsoft Graph Presence Source (Get) Configuration. with one added permission (see below for details)

• You will need the following details during the deployment:

  • Graph application client ID (App ID)

  • Graph application client secret

  • Azure Entra tenant ID

• you will need to add the following Application level Permissions

Updating to Dialogue Cloud Neo

1. Upgrade your service in OnePortal and select DC2025.02.

   (See: View (and edit) - Services)

Configure Secure Vault

1. Go to Configurations > Secure Vault Configuration and select Edit.

   (See: Secure Vault)

2. Add a new secret with type Neo Communication Teams Admin.

3. Enter the Azure Entra tenant ID and the username/password for the admin account (Teams Administrator + User Access Administrator).

   • These credentials are used to perform the automatic endpoint provisioning in the customer tenant.

     Tip

     Elevate the account just-in-time with PIM before provisioning, then let the elevation expire after.

   

   

   

   

   

4. With credentials stored, you can deploy a contact center and one or more endpoints.

Deploying Dialogue Studio

If you are already using Dialogue Studio, you can skip this step.

1. Go to Contact Centers, select a contact center on the updated service, and select Add Feature.

2. Enable Dialogue Studio and click Save Changes

3. Repeat for each contact center.

If this is a new Dialogue Studio deployment for the service, also complete the configuration in OnePortal under Configurations > Dialogue Studio Configurations. Use the same region and bundle version as the service/UCC, choose the required authentication method, and save the configuration. See: Configurations - Configure Dialogue Studios

Create Unify endpoint

Required: Teams Administrator & User Access Administrator

Automatic deployment (recommended)

1. Open the deployed contact center and select Add Unify Endpoint.

2. Choose Automatic deployment.

   

3. In step 2 of 3, review the Environment Configuration. These values are used to create the required resources in the customer tenant.

4. Enter the endpoint details: Line URI / phone number, UPN, and Display name for the Teams Resource Account that will be created.

   

5. Verify the configuration and select Submit.

   

6. The deployment engine provisions the necessary Teams resources. If you want to understand or troubleshoot the exact changes, see Manual deployment.

7. Post-steps:

   1. assign a license to the created Resource Account.

      1. Go to the Microsoft 365 admin center.

      2. Assign the Microsoft Teams Phone Resource Account license to the endpoint Resource Account.

   2. enable outbound calling to the created Resource Account, see: Optionally, enable for outbound calling

Manual deployment

Required: Teams Administrator & User Access Administrator

Collect these values first:

• Resource Account UPN (for example: neo-ra@contoso.com)
• Resource Account display name
• Dialogue Cloud Neo Teams Phone extensibility App ID (Application/Client ID) provided by AnywhereNow OnePortal steps
• Azure Communication Services (ACS) Resource ID provided by AnywhereNow OnePortal steps
• Phone number to assign (E.164 format like +31101234567) and the number type (CallingPlan, OperatorConnect, or DirectRouting)

1. Open the deployed contact center and select Add Unify Endpoint.

2. Choose Manual deployment.

   

3. Enter the endpoint details: Line URI / phone number, UPN, and Display name for the Teams Resource Account.

   

4. Run the PowerShell shown in Step 3. You can copy it from the OnePortal.

   

   Tip:

   If the Resource Account can’t be assigned a number immediately, run Sync-CsOnlineApplicationInstance -Identity $RaUpn and retry after a short delay.

5. Assign a phone number to the Resource Account

   You must assign a PSTN number to the Resource Account to receive calls. Use a Calling Plan, Operator Connect, or Direct Routing number.

   1. In the Teams admin center, acquire/provision the number you want (for Calling Plans, acquire a service number).

   2. Assign the number using PowerShell (supported values for -PhoneNumberType: CallingPlan, OperatorConnect, DirectRouting).

      

      Copy

      Example PowerShell (replace the phone number)

      # Assign a phone number (do not prefix with "tel:")
      Set-CsPhoneNumberAssignment -Identity $RaUpn -PhoneNumber "+31102502910" -PhoneNumberType CallingPlan
      
      # Verify the assignment
      Get-CsPhoneNumberAssignment -TelephoneNumber "+31102502910"

   3. If you’re not sure which type the number is, query it with Get-CsPhoneNumberAssignment as shown above.

   4. If the portal indicates the Resource Account isn’t licensed, assign the correct license:

      • Go to the Microsoft 365 admin center.

      • Assign Microsoft Teams Phone Resource Account to the Resource Account.

   5. If you plan to make outbound PSTN calls “on behalf of” this Resource Account using a Calling Plan number, assign a funded Pay-As-You-Go Calling Plan license to that Resource Account. Depending on the billing agreement, funding is provided through telco overage or Communications Credits.

   

6. Verify the configuration and select Submit.

   

Optionally, enable for outbound calling

Using Microsoft Calling Plans

The Resource Account used for outbound calling requires an additional Pay-As-You-Go Calling Plan license. Assign it to the Resource Account in the same way as the Teams Phone Resource Account license.

For this outbound calling scenario, Domestic or International Calling Plan licenses are not sufficient. The Pay-As-You-Go Calling Plan must be funded through telco overage or Communications Credits, depending on the customer's billing agreement.

For more information, see: Cost and connectivity options for Teams Phone extensibility - Outbound calling prerequisites

Using Microsoft Direct Routing or Operator Connect

To use outbound calling with Microsoft Direct Routing or Operator Connect, ensure that proper routing to the PSTN is configured. Typically, the existing Microsoft Teams Phone Resource Account license will suffice.

However, if your organization has restricted the Global Voice Routing Policy or if the resource account requires a specific Voice Routing Policy, these configurations must be made using PowerShell. For detailed instructions, see: Manage call routing policies for Direct Routing - Microsoft Teams