Is Inbound call is Available in Azure Communication Service?

Question

Shall I use PSTN Inbound calls for Contact centre for customer inquire like Customer calls the PSTN Phone Number and then Use Job routing to connect the PSTN call to our agent in WebApp(VOIP)

Answer 1

Hello @Soundhar M Yes, using Azure Communication Services (ACS) with PSTN Inbound Calls and Job Routing is a very suitable solution for your contact center scenario.

Here is a general workflow:

1. Customers call a PSTN phone number.
2. You can use ACS to handle the incoming PSTN calls. You can purchase a toll-free number and configure it to receive incoming calls
3. Implement job routing logic to connect the incoming PSTN call to an available agent in your WebApp (VOIP). This can be done using Azure Event Grid to subscribe to incoming call events and route them appropriately. Since ACS scales to meet your needs. You can handle a high volume of calls without worrying about infrastructure limitations.

Best,

Grace