> 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/set-up-dialogue-cloud-neo/connect-vs-unify.md). # Choose a deployment model Understand the deployment-model options for Dialogue Cloud Neo and confirm which model applies to your deployment. {% hint style="info" %} Your deployment model is agreed with your AnywhereNow representative before setup begins. This page explains the technical differences so you can understand what to expect during setup — it's not a decision you make unilaterally. If you're unsure which model applies to your deployment, contact your AnywhereNow representative before proceeding. {% endhint %} *** ## Dialogue Cloud Neo (Connect) You can create a Service/UCC on Connect or on Unify. You cannot currently move an existing Service/UCC from Connect to Unify. The [existing-customer upgrade](/onboard-or-upgrade/neo-update-existing-customers.md) is a separate procedure for services not yet on Dialogue Cloud Neo, not a connect-model conversion. **Dialogue Cloud Neo (Connect)** uses **Microsoft Direct Routing** to deliver PSTN calls to Dialogue Cloud. Calls enter via Microsoft Teams Phone System, traverse the customer Session Border Controller (SBC), and route to the Dialogue Cloud SBC. Dialogue Cloud Neo controls routing, queuing, and dialogue management. Agents handle voice calls on their **Microsoft Teams client**, with WebAgent providing queue visibility and call controls. Text channels (WebChat, email, SMS, WhatsApp) are handled through WebAgent. **Key requirement**: A Direct Routing SBC configuration must be in place between the customer SBC and the Dialogue Cloud SBC. See [Telephone Connection for Dialogue Cloud Neo (Connect)](/connect-telephony/direct-routing.md). ## Dialogue Cloud Neo (Unify) **Dialogue Cloud Neo (Unify)** uses **Azure Communication Services (ACS)** to deliver PSTN calls to Dialogue Cloud. Calls enter via Microsoft Teams Phone System, routed through Microsoft Teams Resource Accounts linked to ACS. ACS extends calls to Dialogue Cloud Neo for routing and dialogue management. Agents handle voice calls on **WebAgent with ACS client** — the Microsoft Teams client is not used for voice call handling. Text channels are the same as the Connect model. **Key requirement**: A phone number is required for each Unify endpoint. Confirm the Microsoft Teams Phone Extensibility licensing requirements for the endpoint design with your AnywhereNow representative. Dialogue Cloud Neo (Unify) does not require a Dialogue Cloud SBC configuration. If the Unify model uses Direct Routing for Microsoft Teams PSTN connectivity, the customer's Microsoft Teams/PSTN environment may still require a Direct Routing SBC path. See [Telephone Connection for Dialogue Cloud Neo (Unify)](/connect-telephony/unify-model.md). *** ## Comparison | Aspect | Connect | Unify | | --------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------- | | **PSTN connectivity** | Direct Routing only | Microsoft Teams Calling Plans, Operator Connect, or Direct Routing | | **Voice call path** | Customer SBC → Dialogue Cloud SBC → Dialogue Cloud Neo call routing | Microsoft Teams Resource Account → ACS → Dialogue Cloud Neo call routing | | **Agent voice tooling** | Microsoft Teams client (WebAgent for queue and controls) | WebAgent with ACS client | | **Parallel hunting** | Supported only for audio calls delivered directly to the Microsoft Teams client. Not supported in WebAgent or Attendant Console for Dialogue Cloud. | Not available. | | **SBC requirement** | Required — customer SBC paired to Dialogue Cloud SBC | No Dialogue Cloud SBC configuration required. Direct Routing still depends on the customer's Microsoft Teams/PSTN SBC path. | | **Microsoft Teams license requirement** | Microsoft Teams Phone System + Direct Routing | Microsoft Teams Phone Extensibility requirements depend on the endpoint design; confirm licensing during onboarding | | **Dialogue Studio feature scope** | Established Connect flows; see planned-gap details below | Supported Unify flows with planned gaps listed below | | **Call recording method** | Dialogue Cloud recording with storage in customer SharePoint | ACS recording with storage in customer SharePoint | | **OnePortal service type** | Connect service | Unify service | *** ## Current Unify suitability and gaps PSTN agents and Round Robin are currently unavailable for Unify. Preserve this limitation when configuring people and hunting methods; no availability date is specified here. For bundle **DC2025.02a**, Dialogue Cloud Neo (Unify) covers the core voice deployment path for WebAgent-based agents, but it does not yet have full feature parity with Dialogue Cloud Neo (Connect). Unless noted otherwise, the planned gaps listed in this section are available in Dialogue Cloud Neo (Connect) and planned for Dialogue Cloud Neo (Unify). Use these details as a suitability screen, not as a complete release matrix. If a customer requires one of the planned capabilities, confirm the implementation path with your AnywhereNow representative before continuing with a Unify design. | Area | Available in Dialogue Cloud Neo (Unify) | Gaps or constraints to check before confirming Unify suitability | | -------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **WebAgent voice handling** | Inbound calls, outbound calls, transfers, and DTMF handling in WebAgent. | Supervisor Whisper, Supervisor Takeover, and Quality Monitoring are planned for a future Unify release. | | **Recording and transcription** | Call recording through ACS in MP3 format, plus native live transcription without a third-party integration. | Confirm any customer-specific recording, storage, and retention requirements during the design phase. | | **Dialogue Studio** | Most Dialogue Studio flows are supported. AI nodes and Dialogue AI Assist nodes are available in both Connect and Unify from DC2025.02a. | Several node and option details remain planned or partial; see the Dialogue Studio detail table below. | | **Routing and agent models** | OnePortal provisioning, configuration, and onboarding are available. | Direct Call Interceptor, Attendant Console for Dialogue Cloud, PSTN Agents, Round Robin, and forwarding to an agent PSTN number are planned. Use Preferred Hunt instead of forwarding to an agent PSTN number. | | **Dialers and IVR integrations** | Core audio call flows can be configured for supported Unify scenarios. | Campaign Dialer, Autonomous Dialer, Voicemail Dialer, and SharePoint IVR are planned. | | **Reporting workspace** | Dialogue Insights and Dialogue Workspace are available in Unify and are also introduced in Connect from DC2025.02a. | Snapper, Wallboard, and Web Wallboard are not available for Unify. Use Dialogue Workspace instead. Confirm the reporting scope required for the customer's bundle and deployment model. | ### Dialogue Studio planned and partial capabilities The following Dialogue Studio details identify the node-level and option-level status for Unify suitability checks: | Dialogue Studio capability | Connect status | Unify status | | ---------------------------------------------------------------- | -------------- | ------------------------------------------- | | Callback option in Action and IVR Menu nodes | Available | Planned | | IVR Question option in Action, Incoming Call, and IVR Menu nodes | Available | Planned | | Merge Call option in Action and IVR Menu nodes | Available | Planned | | Ask-and-Wait speech or keyword recognition | Available | Planned | | Waiting Queue node | Available | Planned | | Post Dialogue node | Available | Planned | | Forward to agent PSTN number | Available | Planned; use Preferred Hunt instead | | EventBus node | Available | Partial; not all events have been validated | ## Telephone connectivity considerations for Unify Dialogue Cloud Neo (Unify) supports the connectivity options aligned with Microsoft Teams Phone Extensibility: * Direct Routing * Operator Connect * Microsoft Teams Calling Plans For Microsoft background, see [Cost and connectivity options for Teams Phone Extensibility](https://learn.microsoft.com/en-us/azure/communication-services/concepts/interop/tpe/teams-phone-extensibility-connectivity-cost). {% hint style="warning" %} When Unify uses Operator Connect or Microsoft Teams Calling Plans, internal calls from Microsoft Teams to a Unified Contact Center (UCC) can be limited because the Microsoft Teams dial pad may not appear for those internal calls. Without the dial pad, callers cannot use DTMF tones to navigate IVR options. For Direct Routing, use Direct Routing numbers on Microsoft Teams Resource Accounts and set `ReverseNumberLookup=SkipInternalVoip`. This workaround applies only to Direct Routing. For Operator Connect or Microsoft Teams Calling Plans, use Pathfinder so transcription and AI intent recognition can route the caller instead of relying on DTMF tones. {% endhint %} *** ## When Dialogue Cloud Neo (Connect) fits * Your organisation already has a Direct Routing SBC in place or plans to configure one * Agents will use their existing Microsoft Teams client for voice calls * You want to use Direct Routing as the sole PSTN path ## When Dialogue Cloud Neo (Unify) fits * You want to use Microsoft Teams Calling Plans or Operator Connect alongside, or instead of, Direct Routing * You prefer a WebAgent-native voice experience that doesn't require Microsoft Teams client configuration per agent * You're onboarding a new deployment and no Dialogue Cloud SBC configuration is required. If your PSTN path uses Direct Routing, the Microsoft Teams/PSTN SBC requirements are handled outside the Dialogue Cloud Neo (Unify) configuration. * The customer's required capabilities fit the current Unify feature scope and do not depend on a planned capability {% hint style="warning" %} These are decision factors — not a checklist you can use to self-select a model. Your AnywhereNow representative confirms the model before setup begins based on licensing, SBC availability, Microsoft Teams tenant configuration, feature requirements, and commercial agreement. {% endhint %} *** ## What's next? Return to the [setup overview](/set-up-dialogue-cloud-neo/initial-setup.md). It brings the confirmed model together with the new-deployment or existing-customer path, applicable preparation work, and the matching telephony guide. --- # Agent Instructions This documentation is published with GitBook. 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