> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/connect-telephony/direct-routing.md).
# Connect model: Direct Routing
Configure a Direct Routing SBC connection in OnePortal, enable Enhanced Direct Routing (EDR), and connect telephone numbers to Dialogue Cloud.
Dialogue Cloud connects customer PSTN telephone numbers via **Microsoft Direct Routing** using a Session Border Controller (SBC) configuration. This page covers:
1. Understanding the Direct Routing architecture
2. Creating and configuring an SBC Configuration in OnePortal
3. Enabling Enhanced Direct Routing (EDR)
For prerequisite checks that should be complete before technical configuration continues, see **Direct Routing prerequisites and Microsoft Teams calling**.
{% content-ref url="/pages/6N0t02WhfSKJdY6dwFcd" %}
[Prerequisites and Microsoft Teams calling](/connect-telephony/direct-routing/direct-routing-prerequisites-and-teams-calling.md)
{% endcontent-ref %}
For network planning between the customer SBC and Dialogue Cloud, see **Direct Routing network and firewall**.
{% content-ref url="/pages/FQvXNaSeZDyh1Bd5qvZd" %}
[Network and firewall](/connect-telephony/direct-routing/direct-routing-network-and-firewall.md)
{% endcontent-ref %}
For customer-SBC behavior and interoperability settings, see **Direct Routing SBC configuration**.
{% content-ref url="/pages/j7GEJKwhnmfP1eK6G9N6" %}
[Configure the customer SBC for Direct Routing](/connect-telephony/direct-routing/direct-routing-sbc-configuration.md)
{% endcontent-ref %}
For call-flow behavior and pre-cutover validation, see **Direct Routing routing scenarios and testing**.
{% content-ref url="/pages/UT3mufCpNN5vI89hGEM2" %}
[Routing scenarios and testing](/connect-telephony/direct-routing/direct-routing-routing-scenarios-and-testing.md)
{% endcontent-ref %}
{% hint style="info" %}
**This page covers Dialogue Cloud Neo (Connect) only.** This deployment model uses Microsoft Direct Routing for PSTN connectivity via a Session Border Controller (SBC). If you are deploying Dialogue Cloud Neo (Unify), this page does not apply — see [Telephone Connection for Dialogue Cloud Neo (Unify)](/connect-telephony/unify-model.md) instead.
{% endhint %}
{% hint style="success" %}
**Before you begin:** Direct Routing must be configured in Microsoft Teams (Phone System configured, PSTN connectivity established). Phone numbers must be assigned in the Teams tenant. You need OnePortal partner or administrator access. Coordinate with the customer SBC administrator for the EDR enablement step. Allow approximately 30 minutes.
{% endhint %}
***
## Architecture overview
The Direct Routing integration connects the customer SBC to the Dialogue Cloud SBC. Dialogue Cloud operates as a contact center add-on alongside the Microsoft Teams Calling service.
This page covers:
* The SBC Configuration in OnePortal (the AnywhereNow side of the connection)
* EDR (Enhanced Direct Routing) enablement
The complete Direct Routing guide covers all technical aspects of the customer SBC configuration.
***
## Prerequisites
* Direct Routing is configured in Microsoft Teams (Phone System configured, PSTN connectivity established). See [Microsoft Teams Phone System setup](https://learn.microsoft.com/en-us/microsoftteams/setting-up-your-phone-system).
* Phone numbers are assigned in the Teams tenant.
* OnePortal partner or administrator access.
***
## Part 1: Create an SBC Configuration in OnePortal
Create and check the saved customer SBC configuration using [Manage SBC configurations](/platform-administration/provisioning/provisioning/configurations/manage-sbc-configurations.md) under Platform administration > Provisioning > Configurations.
For a new deployment, select EDR when creating the SBC configuration, then select that saved configuration when [creating the Service](/platform-administration/provisioning/provisioning/setting-up-a-service.md). Complete the three-component EDR setup below before call testing. You do not need a working test call to create the SBC configuration record.
### Edit an existing SBC Configuration
Use [Edit an existing SBC Configuration](/platform-administration/provisioning/provisioning/configurations/manage-sbc-configurations.md#edit-an-existing-sbc-configuration) for the OnePortal update procedure and production-change safeguards.
***
## Part 2: Enable Enhanced Direct Routing (EDR)
**Enhanced Direct Routing (EDR)** is AnywhereNow's default and mandatory configuration method for all new Dialogue Cloud deployments and upgrades.
EDR corresponds to Microsoft Direct Routing Call Transfer **Option 2**, which enables REFER support by the customer SBC. It routes SIP signalling — hold/resume, MOH, mute/unmute, participant join/release, display name, subject name, and more — through the Dialogue Cloud SBCs.
{% hint style="warning" %}
**EDR is mandatory** for all new deployments and upgrades. Without EDR (Microsoft Option 1), call setup and transfer signalling remains within Microsoft's Teams servers, making troubleshooting of calling and transfer issues impossible.
{% endhint %}
**EDR benefits:**
* Dialogue Cloud SBCs handle call forwards, transfers, holds, and calling line identity (instead of Microsoft Teams)
* Faster agent reservation and release after hunts, calls, or transfers
* Call tracing for troubleshooting is available to AnywhereNow and partner SBC administrators
### Enable EDR
EDR requires matching settings on **three separate components**: the customer SBC, UCC Service, and OnePortal SBC Configuration. Selecting EDR when creating the SBC Configuration completes only that component.
For an existing routing path, enable EDR as a coordinated change across all three components, with a defined rollback procedure.
{% hint style="warning" %}
**Call impact during EDR change**: the three-component change is not atomic. During the window between the first and last change, call behaviour may be inconsistent. Schedule EDR enablement during a low-traffic period or maintenance window. Active calls at the time of the change may experience transfer or hold anomalies. Coordinate with the customer SBC administrator to minimise the transition window.
{% endhint %}
Step 1: Enable REFER support on the customer SBC
Configure each customer SBC to allow REFER as an allowed SIP method (Microsoft Direct Routing Option 2).
See the Direct Routing Technical Setup Guide — SBC Configuration chapter for technical details.
Step 2: Enable EDR per UCC Service in OnePortal
For each UCC Service: in OnePortal, navigate to the Service and enable the EDR toggle.
Step 3: Enable EDR for the SBC Configuration in OnePortal
In the SBC Configuration for this customer, confirm the **Enhanced Direct Routing (EDR)** toggle is enabled. If you selected it during creation, this component is already configured. Otherwise, use [Edit an existing SBC Configuration](/platform-administration/provisioning/provisioning/configurations/manage-sbc-configurations.md#edit-an-existing-sbc-configuration) to enable it as part of the coordinated change.
### Disable EDR (troubleshooting only)
{% hint style="danger" %}
Disabling EDR removes AnywhereNow's ability to trace and troubleshoot call events. Only disable EDR temporarily for troubleshooting. Re-enable as soon as the issue is resolved.
{% endhint %}
Disabling EDR requires the same three simultaneous changes in reverse:
1. Disable REFER support on the customer SBC (revert to Microsoft Option 1)
2. Disable EDR per UCC Service in OnePortal
3. Disable EDR for the SBC Configuration in OnePortal
***
## Before go-live
Before you move this Connect model Direct Routing deployment into production:
* complete the prerequisite, network, SBC, and routing-scenario checks linked from this page
* confirm the SBC Configuration is registered and Enhanced Direct Routing (EDR) is enabled where the design requires it
* complete the temporary-number or pilot validation path before you repoint live production numbers
---
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