Requirements for Unify Model

The Microsoft Teams Unify model is a native integration approach that enables contact center solution providers to build their applications on top of Azure Communication Services (ACS) and Teams Phone infrastructure.

To ensure a successful deployment and smooth operation of Heedify Cloud CX, it is important to review and fulfill all necessary requirements. The following outlines the prerequisites and environment considerations needed before beginning setup.

Administror role

To set up Heedify CX, an Azure Global Administrator is required. This role is needed to grant permissions to the Heedify Apps, assign licenses, and configure core settings. The Global Administrator handles tasks such as creating Azure Service Principals and assigning phone numbers.

Permissions

Heedify Cloud CX requires the following permissions, granted by a Microsoft 365 tenant administrator via admin consent. They appear in the Azure app registration under Configured permissions.

Azure Communication Services

Permission	Type	Description	Admin consent required
Teams.ManageCalls	Delegated	Manage calls in Teams	No
Teams.ManageChats	Delegated	Manage chats in Teams	No
TeamsExtension.ManageCalls	Delegated	Manage calls in Teams Phone Extensibility	No

Microsoft Graph

Permission	Type	Description	Admin consent required
Calendars.Read	Delegated	Read user calendars	No
Calendars.Read.Shared	Delegated	Read user and shared calendars	No
Chat.Create	Delegated	Create chats	No
ChatMessage.Send	Delegated	Send user chat messages	No
Contacts.ReadWrite	Delegated	Have full access to user contacts	No
OrgContact.Read.All	Delegated	Read organizational contacts	Yes
Presence.Read.All	Delegated	Read presence information of all users in your organization	No
Presence.ReadWrite	Delegated	Read and write a user’s presence information	No
User.Read	Delegated	Sign in and read user profile	No
User.Read.All	Delegated	Read all users’ full profiles	Yes

Heedify Presence Application

The Heedify Presence Application is a separate app registration with an application permission to read organization-wide presence:

Permission	Type	Description
Presence.Read.All	Application	Read presence information for all users

See Microsoft Graph permissions reference for more information about permission types (Delegated and Application).

Proxy settings

Verify that your Web Proxy settings allow outbound connections to :

• wss://*.signalr.net : websocket endpoinst on Microsoft SignalR instance used for real-time status updates on Heedify End-User apps.
• https://*.heedify.io : Heedify Cloud domain used for hosting all Heedify Core services.

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