> 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/key-terms.md). # Key terms Definitions of product-specific and technical terms used throughout the Dialogue Cloud documentation. This page defines product-specific and technical terms used throughout the AnywhereNow Atlas documentation. Refer to this page when you encounter an unfamiliar term or abbreviation. | Term | Definition | | ---------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **AnywhereNow** | The company name. Written as one word with a capital A and capital N — no space, no hyphen. | | **OnePortal** | The Dialogue Cloud Neo administration portal used by partners and customers to configure services and provision users. | | **Dialogue Cloud Neo** | The current-generation contact center platform from AnywhereNow. It replaces the legacy Dialogue Cloud architecture. In customer-facing documentation, use the full product name rather than shortening it to `Neo`. | | **Connect model** | A Dialogue Cloud Neo deployment model that uses Microsoft Direct Routing for PSTN connectivity. The contact center connects to Teams through a Session Border Controller (SBC). | | **Unify model** | A Dialogue Cloud Neo deployment model that uses Microsoft Teams Phone integration for PSTN connectivity. PSTN calls are handled natively by Teams. | | **Secure Vault** | The credential management component used by Dialogue Cloud Neo to store sensitive configuration values such as service principal secrets and database connection strings. | | **CDR (Call Detail Records)** | Structured records of telephony call activity, stored in Azure SQL and used for reporting and analytics. | | **SBC (Session Border Controller)** | A network device that controls and secures voice-over-IP calls between the PSTN and the Microsoft Teams environment in a Connect model (Direct Routing) deployment. | | **NAT Gateway** | The Azure network component used to provide static outbound IP addresses for Dialogue Cloud Neo services, required for firewall allow-listing. | | **UCC (Unified Contact Center)** | The AnywhereNow service component that handles real-time call and contact center logic. Multiple UCCs may be deployed per tenant. Service restarts affect UCC availability. | | **DTU (Database Transaction Unit)** | The Azure SQL Database performance unit used for sizing. Represents a blended measure of CPU, memory, and I/O capacity. | | **TTS (Text-to-Speech)** | A voice synthesis capability used by Dialogue Cloud Neo to generate spoken audio from text, used in automated IVR flows and prompts. | | **Direct Routing** | A Microsoft Teams feature that enables PSTN connectivity through a partner-certified Session Border Controller, used in Connect model deployments. | | **App registration** | A Microsoft Entra ID object representing an application identity. Used to grant API permissions (e.g. Microsoft Graph) and manage secrets. Written with a lowercase 'r' as displayed in the Azure portal. | | **PIM (Privileged Identity Management)** | A Microsoft Entra ID feature that provides just-in-time elevation of administrator privileges. Recommended for service accounts used during AnywhereNow provisioning. | | **UPN (User Principal Name)** | The Microsoft 365 sign-in name for a user account, in the format `user@domain.com`. Required when configuring resource accounts and Teams Phone assignments. | | **Dialogue Studio** | The low-code flow designer used to create and manage contact center routing and conversation flows within Dialogue Cloud Neo. | | **Dialogue Manager** | The AnywhereNow database component that stores contact center configuration and conversation state, backed by Azure SQL. | | **SPFx (SharePoint Framework)** | Microsoft's development model for SharePoint and Microsoft Teams extensions, used by the UCC Dashboard. | | **WebAgent** | The browser-based agent interface for voice and text conversations, presence, and contact history. It can also be embedded in supported Microsoft Teams or CRM configurations; standalone use does not require SPFx deployment. | | **Microsoft Entra ID** | The current name for Microsoft's cloud identity and access management service. References to 'Azure AD' in older documentation refer to the same service. Used for authentication, app registrations, and privileged identity management. | | **Microsoft Graph** | The Microsoft API that provides unified access to Microsoft 365 data and services, including user presence, calendar, and directory information. Used by Dialogue Cloud Neo for presence-aware call distribution. | | **EDR (Enhanced Direct Routing)** | An AnywhereNow capability that augments standard Microsoft Direct Routing with additional features. Requires a three-component configuration change in OnePortal. | --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://atlas.anywhere.now/key-terms.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.