How to connect PSTN inbound call

Question

How to link an incoming call from a PSTN customer to a VoIP user (Agent).As an illustration In my scenario, a customer calls our local PSTN number. I record the incoming call event on my webhook (.NET), play an IVR, and get the customer's input. Next, I want to connect this call to our WebApp Agent via VoIP over PSTN. How can I use Azure Communication Service to accomplish this?

Answer 1

Hello, @Soundhar M gm-socrates

To link an incoming call from a PSTN customer to a VoIP user (Agent) using Azure Communication Services, follow these steps:

Acquire a Toll-Free Number:

Purchase a Toll-Free number in Azure Communication Services (ACS). Note that Toll-Free numbers are supported for inbound calls, while local numbers are not.

Configure an Azure Event Grid service to subscribe to incoming call events on your ACS instance.

Webhook Configuration:

Set up a webhook URL in your .NET application to handle incoming call events.

When a customer calls your local PSTN number, ACS will trigger the webhook with details about the incoming call.

Handle the Incoming Call Event:

In your webhook, process the incoming call event:

Record the call details.

Play an IVR (Interactive Voice Response) to collect customer input.

Retrieve the customer’s input.

Connect to WebApp Agent via VoIP:

Once you have the customer’s input, initiate a VoIP call to your WebApp Agent:

Use the ACS Calling SDK to place an outbound call from the Toll-Free number owned by your ACS resource.

Connect the customer’s call to the WebApp Agent’s VoIP endpoint.

Remember to handle error scenarios, manage call state, and ensure proper security for your webhook.

Hope this work for you.
Best regards,
Thomas Smith