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Dialogue Cloud NEO Setup Guide

This guide explains how to configure Dialogue Cloud NEO (Azure Communication Services) to work with your Deepdesk voice agent.

Prerequisites​

  • An active Dialogue Cloud NEO account
  • A Deepdesk voice agent (assistant) configured
  • Access to Dialogue Cloud NEO configuration settings

Configuration Steps​

1. Get Your WebSocket URL​

Your Deepdesk voice agent WebSocket URL follows this format:

wss://<account>.deepdesk.com/api/v2/<assistant_code>/acs/v2

Where:

  • <account> is your Deepdesk account subdomain
  • <assistant_code> is your assistant's code/identifier

Example:

wss://my-account.deepdesk.com/api/v2/my-assistant/acs/v2

2. Configure Dialogue Cloud NEO​

  1. Log in to your Dialogue Cloud NEO portal
  2. Navigate to your voice channel configuration
  3. Add the Deepdesk WebSocket URL as your voice agent endpoint
  4. Configure authentication as required by your Deepdesk account
  5. Save your configuration

3. Test Your Configuration​

  1. Initiate a test call through Dialogue Cloud NEO
  2. Your Deepdesk voice agent should answer the call
  3. Verify that the voice agent responds correctly to your queries

Architecture​

Dialogue Cloud NEO uses Azure Communication Services infrastructure to connect to Deepdesk voice agents. The connection flow is:

Customer → NEO (Azure Communication Services) → WebSocket → Deepdesk Voice Agent → OpenAI Realtime API

Key Differences from Dialogue Cloud​

Dialogue Cloud NEO is built on Azure Communication Services (ACS), providing:

  • Modern cloud-native infrastructure
  • Enhanced scalability and reliability
  • Improved audio quality and latency
  • Better integration with Microsoft ecosystem

Troubleshooting​

Connection Issues​

  • Verify that your WebSocket URL is correct and uses the acs platform identifier
  • Ensure your Deepdesk assistant is properly configured and active
  • Check that authentication credentials are correctly configured
  • Review Dialogue Cloud NEO logs for connection errors

Audio Quality Issues​

  • Check network connectivity between Azure Communication Services and Deepdesk
  • Verify audio codec settings are compatible
  • Review bandwidth and latency metrics
  • Ensure proper firewall and network security group configurations

Call Escalation​

For information on configuring call escalation from the voice agent to a human operator, see the Voice Agents User Guide.

Additional Resources​