> 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/onboard-or-upgrade/onboard-new-customer.md).
# Onboard a new customer
Onboard a new Microsoft Teams tenant to Dialogue Cloud Neo, including service creation, Secure Vault configuration, and endpoint or routing provisioning.
This page covers creating a new Dialogue Cloud Neo Service/UCC, including a new deployment for an existing organization. The connect model is agreed with your AnywhereNow representative before setup begins. See [Deployment Model Guide for Dialogue Cloud Neo](/set-up-dialogue-cloud-neo/connect-vs-unify.md) for the comparison.
You can create a Service/UCC on Connect or on Unify. You cannot currently move an existing Service/UCC from Connect to Unify.
{% hint style="warning" %}
This is a new-deployment guide. For an existing service that is not yet on Dialogue Cloud Neo, see [Upgrade an existing customer](/onboard-or-upgrade/neo-update-existing-customers.md).
{% endhint %}
{% hint style="info" %}
Dialogue Cloud Neo onboarding procedures are under active development. Verify with your AnywhereNow representative that this guide reflects the current release before proceeding.
{% endhint %}
{% hint style="success" %}
**Before you begin:** The deployment model is agreed with AnywhereNow during the onboarding contract. AnywhereNow operationalises that decision per tenant by enabling — or not enabling — the **Service Type** toggle on the Service object in your OnePortal environment:
* If AnywhereNow has **enabled** the toggle, you set it to **Unify** or **Connect** in Step 3 per the agreed model.
* If AnywhereNow has **not enabled** the toggle, the toggle is not visible and your Service is automatically created as a Connect service — no admin action on the toggle is required.
If the customer requires **Interception**, **Autonomous**, or **Campaign Dialer** at go-live, AnywhereNow onboards the customer to the Connect model. These features are roadmapped for the Unify model but are not yet available in the current bundle. For all other new customers, AnywhereNow onboards to the Unify model.
This page covers both paths. Steps 1, 2, and 4 are largely identical for both models (Step 4 has a per-model note for the Neo Communication Teams Admin secret). **Step 3** is where the paths diverge in OnePortal. **Step 6** and the outbound calling section call out model-specific differences inline.
Dialogue Cloud Neo must be enabled for your organisation by your AnywhereNow representative. Install the Microsoft Teams PowerShell module (v7.0+), prepare phone numbers and Teams Phone Resource Account licenses for each endpoint (Unify model), and confirm Teams Administrator and User Access Administrator roles are assigned. Allow 1–2 hours for a complete new customer onboarding.
{% endhint %}
***
## Prerequisites
* **Dialogue Cloud Neo enabled**: Your organisation has been enabled for Dialogue Cloud Neo by your AnywhereNow representative.
* **Initial partner access to OnePortal**: Your AnywhereNow representative gives your partner contact access and permission to add more users. Customer administrators provide the tenant preparation and consent needed for the agreed deployment.
* **Microsoft Teams PowerShell module** — recommended: latest; minimum version 7.0:
```powershell
Install-Module MicrosoftTeams -Force
Update-Module MicrosoftTeams
```
* **Admin roles** in the customer's Microsoft 365 tenant: Teams Administrator and User Access Administrator, or equivalent roles to create resource accounts, assign numbers, and manage app access.
* **Phone number(s) for endpoints** — supplied via Teams Calling Plan, Operator Connect, or Direct Routing on the Unify model; supplied via the customer SBC trunk on the Connect model. *(Both models create endpoints; see Step 6.)*
For **Automatic** deployment with **Direct Routing**: upload phone numbers to the tenant before creating endpoints. See [Get Direct Routing phone numbers in your Teams tenant](https://learn.microsoft.com/en-us/microsoftteams/get-phone-numbers-with-direct-routing).
* **Teams Phone Resource Account license** available for each endpoint. *(Unify model only.)*
* **Session Border Controller (SBC)** configured and reachable, with Trunk Tenant Id available. *(Connect model only — see* [*Telephone Connection for Dialogue Cloud Neo (Connect)*](/connect-telephony/direct-routing.md) *for the full SBC and Direct Routing setup.)*
{% hint style="warning" %}
For automatic deployment, admin credentials are stored in the Dialogue Cloud Secure Vault. Use a dedicated service account and time-bound elevation (PIM) where possible.
{% endhint %}
***
{% stepper %}
{% step %}
### Grant admin consent (one-time per tenant)
Grant admin consent once per Microsoft 365 tenant before using Dialogue Cloud Neo.
**Required role:** Global Administrator or Privileged Role Administrator.
Select your deployment model and grant consent for the listed enterprise applications.
{% tabs %}
{% tab title="Unify" %}
On the Unify model, grant consent for **both** the front-end and back-end enterprise applications for your region.
{% hint style="info" %}
Select the consent links for your deployment region only: **GWC** (Germany West Central), **APAC** (Asia-Pacific), or **NORA** (North America).
{% endhint %}
### Front-end enterprise application (Dialogue Workspace + WebAgent shared)
Used by Dialogue Workspace and WebAgent (the Dialogue Cloud Neo agent-facing applications, sharing a single Microsoft Entra enterprise application on the Unify model).
| Region | Consent link |
| -------------------------- | ---------------------------------------------------------------------------------------------------------------------------- |
| GWC (Germany West Central) | [Grant consent — GWC](https://login.microsoftonline.com/common/adminconsent?client_id=38665bce-1219-48b3-bdb1-c1a2a34c78a8) |
| APAC (Asia-Pacific) | [Grant consent — APAC](https://login.microsoftonline.com/common/adminconsent?client_id=09f17a02-381a-4a53-a622-dad6ca015ab2) |
| NORA (North America) | [Grant consent — NORA](https://login.microsoftonline.com/common/adminconsent?client_id=b11e46dd-979c-4ff4-9301-db12a6cf8a0f) |
Front-end application permissions (Unify model)
| API / Permission | Type |
| -------------------------------- | --------- |
| **Azure Communication Services** | |
| Teams.ManageCalls | Delegated |
| Teams.ManageChats | Delegated |
| Teams.Extension.ManageCalls | Delegated |
| **Microsoft Graph** | |
| Calendars.Read | Delegated |
| Calendars.Read.Shared | Delegated |
| openid | Delegated |
| People.Read | Delegated |
| Presence.Read | Delegated |
| Presence.Read.All | Delegated |
| Presence.ReadWrite | Delegated |
| profile | Delegated |
| User.Read | Delegated |
| User.Read.All | Delegated |
| User.ReadBasic.All | Delegated |
### Back-end enterprise application (PresenceService)
Used by PresenceService (the Dialogue Cloud presence backend).
| Region | Consent link |
| -------------------------- | ---------------------------------------------------------------------------------------------------------------------------- |
| GWC (Germany West Central) | [Grant consent — GWC](https://login.microsoftonline.com/common/adminconsent?client_id=7f0aee2b-0bae-4858-bb63-26c32b93e324) |
| APAC (Asia-Pacific) | [Grant consent — APAC](https://login.microsoftonline.com/common/adminconsent?client_id=3ede6f58-a149-4df3-9cca-0ffc12ca8f7f) |
| NORA (North America) | [Grant consent — NORA](https://login.microsoftonline.com/common/adminconsent?client_id=ed0ec0ef-4b94-4856-9731-dac6b0abd8a2) |
Back-end application permissions (Unify model)
| API / Permission | Type |
| ------------------------------- | ----------- |
| **Microsoft Graph** | |
| Calls.AccessMedia.All | Application |
| Calls.Initiate.All | Application |
| Calls.InitiateGroupCall.All | Application |
| Calls.JoinGroupCall.All | Application |
| Calls.JoinGroupCallAsGuest.All | Application |
| OnlineMeetingRecording.Read.All | Application |
| OnlineMeetings.Read.All | Application |
| OnlineMeetings.ReadWrite.All | Application |
| Presence.ReadWrite.All | Application |
| TeamsTelephoneNumber.Read.All | Application |
| User.Read.All | Application |
### Dialogue Workspace landing URLs
After consent, agents access Dialogue Workspace at the regional URL for your tenant:
| Region | Dialogue Workspace URL |
| ------------ | -------------------------------- |
| EMEA | `https://app.emea.anywhere.now/` |
| NORA | `https://app.nora.anywhere.now/` |
| APAC | `https://app.apac.anywhere.now/` |
| {% endtab %} | |
{% tab title="Connect" %}
On the Connect model, grant consent for the global WebAgent enterprise application if WebAgent is in scope. The separate Microsoft Graph Presence preparation in the next step still applies.
### WebAgent enterprise application (global)
A single global Microsoft Entra enterprise application — region-agnostic. Grant consent once.
| Application | Consent link |
| --------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Anywhere 365 WebAgent | [Grant consent](https://login.microsoftonline.com/common/adminconsent?client_id=74d56274-d17b-4a8d-8e4f-fa424af82961\&redirect_uri=https%3A%2F%2Fwebagent.anywhere365.io%2F) |
WebAgent application permissions (Connect model)
Review the Connect permission inventory and purposes in [Configure WebAgent sign-in](/channels-integrations/webagent/configure-webagent-sign-in.md). Use that reference when reviewing the consent screen rather than a separate abbreviated list.
### WebAgent landing URLs
After consent, agents access WebAgent at one of the following URLs. The application is global; the landing URL is per region and per tenant assignment.
| Region | WebAgent URL |
| ---------------- | -------------------------------------------- |
| Global / default | `https://webagent.anywhere365.io` |
| NORA | `https://nora-cus-webagent.anywhere365.io` |
| NORA (variant 2) | `https://nora-cus-2-webagent.anywhere365.io` |
| NORA (variant 3) | `https://nora-cus-3-webagent.anywhere365.io` |
| EMEA | `https://emea-weu-webagent.anywhere365.io` |
| EMEA (variant 2) | `https://emea-weu-2-webagent.anywhere365.io` |
| EMEA (variant 3) | `https://emea-weu-3-webagent.anywhere365.io` |
| APAC | `https://apac-eas-webagent.anywhere365.io` |
| APAC (variant 2) | `https://apac-eas-2-webagent.anywhere365.io` |
| APAC (variant 3) | `https://apac-eas-3-webagent.anywhere365.io` |
| {% endtab %} | |
| {% endtabs %} | |
| {% endstep %} | |
{% step %}
### Configure Microsoft Graph Presence
*Applies to both the Unify and Connect models — Presence values are entered in the Step 3 form for either Service Type.*
Configure the Microsoft Graph Source (Get Presence) application permissions for the new service before creating endpoints.
See [Configure Microsoft Graph Presence](/set-up-dialogue-cloud-neo/prerequisites/configure-microsoft-graph-presence.md).
Have the following values ready before endpoint deployment:
* Microsoft Entra tenant ID
* Graph application Client ID (App ID)
* Graph application Client Secret
{% endstep %}
{% step %}
### Create a service
In OnePortal, navigate to **Services** > **Create New**. The first control on the form is the **Service Type** toggle (`Connect` | `Unify`) — this is where the deployment-model paths diverge.
For OnePortal request tracking and prerequisites, see [Set up a Service](/platform-administration/provisioning/provisioning/setting-up-a-service.md).
The following form sections are identical regardless of Service Type:
* **Service Configuration** — Bundle, Concurrent Dialogues, and other service-level parameters.
* **Presence Configuration** — Microsoft Entra tenant ID, Graph App Client ID, Graph App Client Secret, and Graph Presence Source. These are the values prepared in Step 2.
Select your Service Type below and complete the model-specific sub-section:
{% tabs %}
{% tab title="Unify" %}
1. Locate the **Service Type** toggle and set it to **Unify**. If the toggle is not visible, stop and contact your AnywhereNow representative to resolve the agreed model and tenant enablement. Do not create a Connect service as a substitute.
2. The **Cloud** field is set to the literal value **Neo** and cannot be changed on the Unify path.
3. The **Neo Configuration** section appears and is display-only — it contains two informational hints:
Unify leverages the power of Azure Communication Services for routing. No SBC configuration is required.
For full details on the Unify deployment process please refer to the Unify Onboarding Guide.
The "Unify Onboarding Guide" referenced in OnePortal is this page — continue with Step 4 below after saving the service.
4. Complete the remaining required fields and select **Save**.
5. OnePortal provisions the Unify service and required backend components. Monitor the **Notifications** pane for completion.
{% endtab %}
{% tab title="Connect" %}
{% hint style="warning" %}
**Before starting Step 3 on the Connect model**: complete **Part 1: Create an SBC Configuration in OnePortal** of [Telephone Connection for Dialogue Cloud Neo (Connect)](/connect-telephony/direct-routing.md). You can enable Enhanced Direct Routing (EDR) when creating the SBC configuration. Return here and create the Service using that configuration.
After Service provisioning completes, use **Part 2: Enable Enhanced Direct Routing (EDR)** to complete and verify the settings on the customer SBC, Service, and SBC configuration before call testing. The SBC configuration must exist before Service creation; its EDR checkbox does not need to wait for the Service.
{% endhint %}
1. **Service Type**: if the **Service Type** toggle is visible, set it to **Connect**. If the toggle is not visible, no action is needed — your Service is automatically created as a Connect service.
2. In the **Cloud** field, select **Direct Routing**.
3. The **Routing Configuration** section appears. Enter:
* **Trunk Tenant Id** — provided as part of the SBC and Direct Routing setup.
* **SBC Configuration Details** — select the existing SBC configuration, or create a new one via **Configurations** before returning to this form.
4. Complete the remaining required fields and select **Save**.
5. OnePortal provisions the Connect service. Monitor the **Notifications** pane for completion.
Do not configure the SBC from this form. See [Telephone Connection for Dialogue Cloud Neo (Connect)](/connect-telephony/direct-routing.md) for the full SBC and trunk setup.
{% endtab %}
{% endtabs %}
{% endstep %}
{% step %}
### Configure Secure Vault
The Secure Vault stores the Teams admin credentials required for automatic endpoint provisioning. See [Configure Secure Vault](/platform-administration/provisioning/provisioning/configurations/configure-secure-vault.md) for vault creation.
The **Neo Communication Teams Admin** secret is scoped per deployment model:
{% tabs %}
{% tab title="Unify" %}
**Required for automatic endpoint provisioning only.** If you choose automatic deployment, populate the **Neo Communication Teams Admin** secret with Teams Administrator + User Access Administrator credentials.
For [manual endpoint deployment](/connect-telephony/unify-model.md#option-b-manual-deployment), skip this Teams admin secret. The manual path still requires the tenant roles, resource-account configuration, phone number, and licenses described in that procedure. SQL database credentials are a separate use of Secure Vault.
1. Navigate to **Configurations** > **Secure Vault Configuration** and select **Edit**.
2. Add a new secret with type **Neo Communication Teams Admin**.
3. Enter the **Microsoft Entra tenant ID** and the **username** and **password** for the admin account (Teams Administrator + User Access Administrator).
{% hint style="success" %}
Elevate the account just-in-time with Privileged Identity Management (PIM) before provisioning, then let the elevation expire after.
{% endhint %}
{% endtab %}
{% tab title="Connect" %}
**Skip.** Do not populate the Neo Communication Teams Admin secret on the Connect model. Step 6 endpoint creation on Connect uses the customer-managed SBC + Direct Routing trunk configured in Step 3 (covered by the OnePortal Endpoints Configuration procedure linked in Step 6), so the Teams Administrator + User Access Administrator credentials backing automatic Unify provisioning are not needed.
If a Call Detail Records (CDR) database credentials sub-section applies on Connect, populate it here.
{% endtab %}
{% endtabs %}
{% endstep %}
{% step %}
### Create a contact center
SharePoint UCC (Unified Contact Center) site creation in sub-step 1 below is identical for both the Unify and Connect models. The OnePortal contact-center *creation form* in sub-steps 2–3 covers the Unify-typed flow; a note at the end of this step flags Connect-typed differences.
For the OnePortal contact-center procedure and request verification, see [Set up a Contact Center](/platform-administration/provisioning/provisioning/setting-up-a-contact-center.md).
1. Create a SharePoint UCC (Unified Contact Center) site:
* Use the latest released UCC Site Creator package for either connect model. Get the current release and download from [UCC Site Creator release notes](/release-notes/ucc-site-creator.md).
* Confirm the SharePoint Framework (SPFx) ucc-dashboard is uploaded to the tenant. See [Deploy UCC Dashboard](/set-up-dialogue-cloud-neo/prerequisites/configure-sharepoint-sites/deploy-ucc-dashboard.md).
* Create the site using the script. See [Create UCC Site](/set-up-dialogue-cloud-neo/prerequisites/configure-sharepoint-sites/create-ucc-site.md).
* Grant Dialogue Cloud access to the site (Steps 1, 2, and 3 of the Microsoft Entra ID enterprise applications consent procedure).
2. In OnePortal, navigate to **Contact Centers** and select **Create New**.
* After selecting the Unify service, the contact center type is locked to **Unify**. Dialogue Studio (the Dialogue Cloud flow-design surface for contact center routing logic) is automatically selected and cannot be disabled — it is required for Dialogue Cloud Neo.
3. Complete the SharePoint site details, choose the desired features, and select **Save**. Monitor the **Notifications** pane for completion.
If contact center creation fails: the contact center will appear in an error state in OnePortal. Do not attempt to retry without first reviewing the Notifications pane for the specific error. Common causes are SharePoint site permissions not applied or the Unify service not fully provisioned. Contact AnywhereNow Support if the error cannot be resolved.
**On the Connect model:** Continue with [Set up a Contact Center](/platform-administration/provisioning/provisioning/setting-up-a-contact-center.md) for the provisioning workflow and completion checks. The Unify-specific locked fields above are not instructions for the Connect form.
{% endstep %}
{% step %}
### Create an endpoint
Endpoint creation is required on **both** the Unify and Connect models. Select the deployment-model path below.
{% tabs %}
{% tab title="Unify" %}
The canonical Unify endpoint procedure, including prerequisites, automatic and manual deployment, post-provision licensing, validation, and outbound calling, is [Telephone Connection for Dialogue Cloud Neo (Unify)](/connect-telephony/unify-model.md). Complete that procedure, then return here for the remaining onboarding steps.
{% endtab %}
{% tab title="Connect" %}
On the Connect model, endpoints are configured through the OnePortal **Endpoints Configuration** procedure on the UCC view.
For full prerequisites, the endpoint creation form fields, change/replace/delete actions, and validation rules (endpoint name format, LineURI handling), see [View and edit Contact Centers (UCCs) — Endpoints Configuration](/onboard-or-upgrade/onboard-new-customer/view-all-uccs.md).
{% hint style="info" %}
The endpoint LineURI assigned on the Connect model is the public number presented and routed via the customer SBC + Direct Routing setup configured in Step 3 / [Telephone Connection for Dialogue Cloud Neo (Connect)](/connect-telephony/direct-routing.md).
{% endhint %}
{% endtab %}
{% endtabs %}
{% endstep %}
{% endstepper %}
***
## Enable outbound calling
{% tabs %}
{% tab title="Unify" %}
Unify endpoint and outbound-calling instructions are owned by [Telephone Connection for Dialogue Cloud Neo (Unify)](/connect-telephony/unify-model.md#outbound-calling). Follow that page, then return here to finish onboarding.
{% endtab %}
{% tab title="Connect" %}
On the Connect model, outbound calling is via Direct Routing through the customer SBC configured in Step 3. No additional outbound configuration is required here. See [Telephone Connection for Dialogue Cloud Neo (Connect)](/connect-telephony/direct-routing.md) for SBC-side routing setup.
{% hint style="info" %}
**Interceptor for outbound caller-ID and recording.** On the Connect model, the Interceptor is configured per UCC so that:
* The agent's own LineURI is presented as the caller-ID to the called party on outbound calls, instead of the UCC's main number — controlled by `UseOriginalIdentityWithOutbound` on the UCC SharePoint site.
* Outbound calls from agents in that UCC are recorded and land in Call Detail Records (CDR) — controlled by `EnableOutboundInterception` on the UCC SharePoint site.
The setting `EnableOutboundInterception` must be `true` in any UCC where you also want to manipulate the outbound caller-ID; the two features share the same Interceptor pipeline.
> **Setting-rename context (preserve when reading legacy UCCs).** Before DC2024.01, `EnableOutboundInterception` was named `UseOutboundAudioRecording`, and `EnableInboundInterception` was named `UseInboundAudioRecording`. Existing UCCs configured before DC2024.01 may still use the legacy keys.
**Compatibility.** Interceptor is only compatible with Dialogue Cloud when used alongside Direct Routing. Consequently, this feature is not available when Dialogue Cloud is paired with Federation.
**Scope of this note** *(operator-confirmed reading at PR #9 review)*: Interceptor on Connect covers **(i)** outbound agent caller-ID presentation and **(iii)** outbound CDR / recording visibility. Outbound dialing capability itself — getting the call onto the PSTN — is handled by the endpoint LineURI on the UCC plus the customer SBC + Direct Routing configured in Step 3. See [View and edit Contact Centers (UCCs)](/onboard-or-upgrade/onboard-new-customer/view-all-uccs.md) for endpoint LineURI assignment and [Telephone Connection for Dialogue Cloud Neo (Connect)](/connect-telephony/direct-routing.md) for the SBC + trunk setup. If a future operator confirmation reframes this as (ii) only, replace this hint with a one-line pointer to those two pages.
{% endhint %}
{% endtab %}
{% endtabs %}
***
## What's next?
Provisioning completion is not the same as a working call flow. Follow [Contact center configuration](https://atlas.anywhere.now/contact-center-configuration/) to configure people, skills, opening hours, and routing. For a Studio call flow, use the controlled call and queue/exit checks in [Incoming calls](/contact-center-configuration/building-your-callflow/via-dialogue-studio/incoming.md). For Connect telephony, also complete [Routing scenarios and testing](/connect-telephony/direct-routing/direct-routing-routing-scenarios-and-testing.md).
The partner/customer decides when to start handling real customer traffic. Keep that decision separate from provisioning completion and technical validation.
* Confirm Dialogue Studio is provisioned and validated for the required service and contact centers. Follow [Manage Dialogue Studio deployment](/platform-administration/provisioning/provisioning/configurations/manage-dialogue-studio-deployment.md) under Platform administration > Provisioning.
Return to the [setup overview](/set-up-dialogue-cloud-neo/initial-setup.md) to complete any remaining preparation or model-specific telephony work. When setup is complete, choose the next Build & manage destination:
* [Provisioning](/platform-administration/provisioning/provisioning.md) for Services and Contact Centers
* [Contact center configuration](https://atlas.anywhere.now/contact-center-configuration/) for people, queues, routing, reusable assets, callflows, and outbound dialing
* [Channels & integrations](https://atlas.anywhere.now/channels-integrations/) for channels, providers, CRM, CTI, and other integrations
---
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