> 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/prerequisites.md). # Prepare the environment Requirements and prerequisites for a Dialogue Cloud deployment, covering Azure SQL databases, Microsoft Graph, Teams, SharePoint, and PSTN connectivity. Use this page to identify the preparation work that applies to the agreed customer path, deployment model, and channel scope. Some tasks can proceed in parallel; follow dependencies stated in the individual guides. {% tabs %} {% tab title="Connect model" %}
High-level architecture diagram: Dialogue Cloud Neo (Connect) deployment
{% endtab %} {% tab title="Unify model" %}
High-level architecture diagram: Dialogue Cloud Neo (Unify) deployment
{% endtab %} {% endtabs %} {% hint style="success" %} **Before you begin:** Confirm your deployment model (Connect or Unify), deployment region, and the number of UCCs required. Obtain your AnywhereNow Tenant ID from your AnywhereNow representative — you need it for authentication configuration. Allow 30–60 minutes to review and verify all items on this page. {% endhint %} *** ## Required {% stepper %} {% step %} ### Microsoft Graph Presence — Source (read) Dialogue Cloud needs access to agent presence and display name information from Microsoft Graph. See [Configure Microsoft Graph Presence](/set-up-dialogue-cloud-neo/prerequisites/configure-microsoft-graph-presence.md) — Part 1: Graph Presence Source (Get). {% endstep %} {% step %} ### Microsoft Graph Presence — Publisher (write) Dialogue Cloud needs to set agent presence states when an agent enters Wrap-Up or selects a Reason Code. See [Configure Microsoft Graph Presence](/set-up-dialogue-cloud-neo/prerequisites/configure-microsoft-graph-presence.md) — Part 2: Graph Presence Publisher (Set) {% endstep %} {% step %} ### Azure SQL databases {% hint style="info" %} **Model-specific prerequisite.** Review the database requirements for your deployment model and channel scope. {% endhint %} {% tabs %} {% tab title="Connect model" %} **Call Detail Records (CDR)** — **Existing customers upgrading to Dialogue Cloud Neo with Connect only** Existing customers upgrading to Dialogue Cloud Neo with Connect can continue using their existing CDR database and Dialogue Insights. **New customers onboarding to Dialogue Cloud Neo with Connect** use **Dialogue Insights** only and do not receive a customer CDR database. **Dialogue Manager** — **Required only for text channels** Required when using Dialogue Manager for WebChat, email, or other Dialogue Providers. One database per UCC Service is required. See [Azure SQL Databases](/set-up-dialogue-cloud-neo/prerequisites/azure-sql-databases.md), [Call Detail Records Database](/set-up-dialogue-cloud-neo/prerequisites/azure-sql-databases/call-detail-records.md), and [Dialogue Manager Database](/set-up-dialogue-cloud-neo/prerequisites/azure-sql-databases/dialogue-manager.md). {% endtab %} {% tab title="Unify model" %} **Call Detail Records (CDR)** — **Not required for new Dialogue Cloud Neo customers** New customers onboarding to Dialogue Cloud Neo with Unify use **Dialogue Insights** only and do not receive a customer CDR database. An existing Service/UCC cannot currently move from Connect to Unify. Creating a new Unify Service/UCC is a separate deployment, not a conversion of the existing service. **Dialogue Manager** — **Required only for text channels** Required when using Dialogue Manager for WebChat, email, or other Dialogue Providers. One database per UCC Service is required. See [Azure SQL Databases](/set-up-dialogue-cloud-neo/prerequisites/azure-sql-databases.md) and [Dialogue Manager Database](/set-up-dialogue-cloud-neo/prerequisites/azure-sql-databases/dialogue-manager.md). {% endtab %} {% endtabs %} {% endstep %} {% step %} ### Telephony readiness {% hint style="info" %} **Model-specific prerequisite.** Confirm the telephony path and timing for your deployment model before continuing. {% endhint %} {% tabs %} {% tab title="Connect model" %} Confirm that Direct Routing will be used and that the customer SBC can be paired with the Dialogue Cloud SBC. You can complete the SBC configuration before or alongside Dialogue Cloud Neo onboarding, but the telephony design must be agreed before setup starts. See [Telephone Connection for Dialogue Cloud Neo (Connect)](/connect-telephony/direct-routing.md) and the Direct Routing Technical Setup Guide. {% endtab %} {% tab title="Unify model" %} Confirm how Microsoft Phone System will connect to the PSTN for the Unify endpoints: * **Calling Plan** * **Operator Connect** * **Direct Routing** Phone numbers and **Teams Phone Resource Account** licenses must be available before onboarding. Create the endpoints only after the Unify service and contact center exist in OnePortal. See [Telephone Connection for Dialogue Cloud Neo (Unify)](/connect-telephony/unify-model.md) and [Onboard a new customer for Dialogue Cloud Neo](/onboard-or-upgrade/onboard-new-customer.md). {% endtab %} {% endtabs %} {% endstep %} {% step %} ### Microsoft Teams environment Microsoft Teams licenses and equipment must be configured to Microsoft specification, with PSTN connectivity via Microsoft Phone System. See [Microsoft Teams Phone System setup](https://learn.microsoft.com/en-us/microsoftteams/setting-up-your-phone-system). {% endstep %} {% step %} ### SharePoint UCC Sites Each UCC requires a SharePoint Online site in the customer's Microsoft 365 tenant. Requirements: * One site per UCC in SharePoint Online * Latest released UCC Site Creator package, including the PowerShell scripts and SPFx UCC Dashboard. See [UCC Site Creator release notes](/release-notes/ucc-site-creator.md) for the current release and download. * Microsoft Entra ID app registration with `Sites.FullControl.All` (Application) — created during Configure SharePoint UCC Sites * Site URL available See [Configure SharePoint UCC Sites](/set-up-dialogue-cloud-neo/prerequisites/configure-sharepoint-sites.md) for setup steps. {% endstep %} {% step %} ### WebAgent admin consent {% hint style="warning" %} **Unify: mandatory. Connect: required only if WebAgent is in scope.** Admin consent for the WebAgent enterprise application must be granted before any agent can sign in. {% endhint %} {% tabs %} {% tab title="Connect model" %} Grant admin consent only if WebAgent will be used. Use the applicable Connect consent URL for your deployment. {% endtab %} {% tab title="Unify model" %} Grant admin consent in the customer Microsoft Entra ID tenant before onboarding. See [Onboard a new customer](/onboard-or-upgrade/onboard-new-customer.md) or [Upgrade an existing customer](/onboard-or-upgrade/neo-update-existing-customers.md). {% endtab %} {% endtabs %} {% endstep %} {% endstepper %} *** ## Optional ### AnywhereNow Authentication {% hint style="info" %} **Optional, but strongly recommended.** Enable this to provide Microsoft 365-based single sign-on across AnywhereNow products. {% endhint %} Use AnywhereNow Authentication for Dialogue Studio, Snapper, Wallboard, WebAgent, Generic Dialogue Provider, Dashboard Service, and Attendant Service. See [Configure Authentication](/platform-administration/provisioning/provisioning/configurations/configure-authentication.md). ### CRM connection If a CRM integration is included in the engagement, AnywhereNow connects to the customer's CRM environment for presence data in WebAgent. ### Exchange Online {% hint style="info" %} **Email routing only.** This section applies only if Dialogue Cloud will handle email queues or other email-based flows. {% endhint %} Exchange Online is required if Dialogue Cloud will handle email routing. Provision Exchange Online before setting up email queues or other email-based flows. {% hint style="danger" %} **Exchange On-Premises and Hybrid Exchange configurations are not supported.** Deploying Dialogue Cloud in an environment using on-premises or hybrid Exchange will not work. {% endhint %} **Requirements:** * **Exchange Online license** — Plan 1 or higher — for the mailbox account used as the contact email queue * A **shared mailbox** or dedicated service account mailbox for each email contact queue * **Microsoft Graph mail permissions** granted to the Dialogue Cloud enterprise application for the customer tenant ### Secure Vault {% hint style="info" %} **Optional, but strongly recommended.** Use Secure Vault to replace plain-text connection strings in SharePoint with Microsoft Entra ID Service Principal authentication for Azure SQL databases. {% endhint %} Available from DC2025.01. See [Configure Secure Vault](/platform-administration/provisioning/provisioning/configurations/configure-secure-vault.md). ### Power BI license (reporting) {% hint style="info" %} **Connect model only.** This prerequisite applies to Connect model deployments. For Unify model requirements, see the note below. {% endhint %} Required for AnywhereNow CDR reports. At least one Power BI Pro user or a Power BI Premium license is needed to publish reports. {% hint style="info" %} **Unify model**: Historic CDR reports are available directly in Dialogue Insights and do not require a Power BI Pro user or a Power BI Premium license. {% endhint %} *** ## What's next? Return to the [setup overview](/set-up-dialogue-cloud-neo/initial-setup.md) to select the next outstanding preparation, onboarding or upgrade, and model-specific telephony task. Do not treat the order of entries in this prerequisite page as a universal sequence. --- # Agent Instructions This documentation is published with GitBook. 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