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Azure Communication Services
An Azure communication platform for deploying applications across devices and platforms.
860 questions
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@Soundhar M, Apologies for the delayed response.
Based on your specific requirement/e2e scenario, you may have to integrate and customize with ACS functionalities/features. Providing some pointers, for an IVR and routing you may start with:
Call Automation overview - An Azure Communication Services concept document | Microsoft Learn
--ACS Call Automation enables you to build server-based call workflows for voice and PSTN channels using SDKs in C#, Java, JavaScript, and Python. It features call control, participant management, DTMF recognition, call transfer, and recording, with events managed via Event Grid and webhooks.
Use cases include automated customer service, interactive workflows, contact center integration, and number masking.
Job Router overview for Azure Communication Services - An Azure Communication Services concept document | Microsoft Learn
-- ACS Job Router optimizes customer interaction management by routing each interaction to the most suitable agent or automated service based on predefined and runtime rules. It supports various SDKs and APIs, ensuring efficient handling of interactions across channels like voice calls and chats.
If you are planning to also implement AI capabilities in this IVR, this sample can provide insights Call Automation AI sample - An Azure Communication Services sample overview | Microsoft Learn -- this will help you create a quick IVR that is connected to Azure AI for speech to text and text to speech capabilities but also extends to connecting OpenAI for answering questions.
Kindly let us know, I'll follow-up with you further. Need to understand more about your specific requirement and resource details.
If the answer helped (pointed, you in the right direction) > please click Accept Answer - it will benefit community members to find the answers quickly.