Inquiry Regarding Azure Communication Service Integration for IVR Call Project

Question

Our team is currently in the process of planning an integration of Azure Communication Service for our IVR (Interactive Voice Response) call project. In our endeavor to ensure a seamless integration, we have a few queries regarding the components required for connecting the IVR.

Could you kindly provide us with insights on the following:

1. Components for IVR Connection: We are seeking guidance on the specific components needed to establish a connection for our IVR system utilizing Azure Communication Service. Are there any recommended frameworks or modules that we should consider integrating into our project?
2. Documentation: It would be immensely helpful if you could share any comprehensive documentation or guides that outline the steps for integrating Azure Communication Service with IVR systems. Access to detailed technical documentation would greatly facilitate our development process.
3. Educational Resources: In addition to documentation, we are interested in exploring educational resources such as video tutorials or webinars that delve into the intricacies of integrating IVR with Azure Communication Service. Are there any resources you could recommend to aid our team in understanding the integration process better?
4. Flow Diagram: Visual aids are instrumental in comprehending complex integration processes. Could you please provide us with a flow diagram depicting the architecture and flow of data between our IVR system and Azure Communication Service?
5. Demos: Finally, if there are any demos or sample projects available that showcase the integration of IVR with Azure Communication Service using C# language, we would greatly appreciate access to such resources. Hands-on demos would enable us to grasp the practical implementation aspects more effectively.

We are committed to ensuring a robust and efficient integration of Azure Communication Service into our IVR call project, and your assistance in providing the aforementioned resources would be invaluable to us.

Thank you for your time and support. We eagerly await your response and look forward to embarking on this integration journey with your guidance.

Answer 1

@Soundhar M , Thanks for posting this question and your interest in ACS. Based on my understanding of your question description, providing some pointers to help you get started.

Components for IVR Connection:

Azure Communication Services (ACS) offers multichannel communication APIs for adding voice, video, chat, text messaging/SMS, email, and more to all your applications.

ACS includes REST APIs and client library SDKs, you may connect custom client apps, custom services, and the publicly switched telephone network (PSTN) to your communications experience.

You can acquire phone numbers directly through ACS REST APIs, SDKs, or the Azure portal and use these numbers for SMS or calling applications.  ACS direct routing enables you to use SIP and session border controllers to connect your own PSTN carriers and bring your own phone numbers.

The SDKs are available for various programming languages such as .NET, Java, Python, and Node.js. You can choose the SDK that best suits your project requirements. Additionally, you can use Azure Functions or Azure Logic Apps to build serverless workflows that integrate with ACS.

Documentation:

• ACS documentation
• There’s also a guide on integrating a third-party IVR system with the voice channel.
• Integrate a third-party IVR system with voice channel
• What is Azure Communication Services?
• Azure Communication Services REST API reference

 

Educational Resources:

• Azure Training Learning Paths and Modules - for ACS
• Microsoft Mechanics video
• operate an interactive voice response system (IVR) using Call Automation and a phone number you acquire through Azure. 
• Call Automation Overview
• #common-scenarios

  

Flow Diagram:

Azure Communication Services architecture design - The Azure Architecture Center provides data flow diagrams for ACS. These diagrams can help you understand how your clients and services interact with Azure to deliver communication experiences. Azure Communication Services architecture design

 

Demos: Kindly see some samples for some pointers, that you use to test out ACS services and features before creating your own application or use case. operate an interactive voice response system (IVR) using Call Automation and a phone number you acquire through Azure.

This sample application shows how the ACS Server Calling SDK can be used to build IVR related solutions. 

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