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Connect to Azure Communication Services

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Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service

The voice channel in Dynamics 365 is built over Azure Communication Services. This capability lets you provision phone numbers for your business by connecting to Azure Communication Services. However, to acquire phone numbers, you must first establish connection with Azure Communication Services. You can do this in the following ways:

You can also import phone numbers or connect your existing telephony infrastructure with Azure.

Note

  • After you connect to a resource in a Power Platform environment, the phone numbers purchased via the resource that are linked to the Power Platform environment can't be transferred or migrated to another environment.
  • You can't reuse Azure Communication Services resources across multiple instances. For optimal performance and to avoid issues, map only one application instance with one Azure Communication Services resource.
  • We recommend that you test your network before you connect to Azure Communication Services.

Overview of the voice channel
Connect using a new Azure resource
Connect using an existing Azure resource
Import phone numbers
Disconnect from Azure Communication Services
Manage phone numbers
Set up outbound calling
Bring your own carrier
Integrate a third-party IVR system with voice channel