Inbound PSTN calling from a person mobile/landline number to Azure Communication Services PSTN or Direct Routing

Question

Inbound PSTN calling from a person mobile/landline number to Azure Communication Services PSTN or Direct Routing

Anonymous

As per Azure Communication Services documentation both Both Toll-Free & Local (Geographic) supports only outbound calling.

Toll-free numbers can't be used by people and can only be assigned to applications to make outbound calls.
If the ACS phone number is being used by a person (for example, a user of your calling application), the local (geographic) phone number must be used to make outbound calls.

https://learn.microsoft.com/en-us/azure/communication-services/concepts/telephony/plan-solution#choosing-a-phone-number-type

Please let us know whether Azure Communication Services supports inbound calling from a person PSTN/landline numbers to Azure Communication Services PSTN or Direct Routing phone number along with Call Queuing feature using Job Router.

If not supported today, any plans from Azure Communication Services to rollout such features in future?

Thanks,

Raj

ajkuma 28,036 Reputation points Microsoft Employee Moderator

2023-09-11T18:19:19.93+00:00

Raj, based on my understanding your ask, you may be looking for this -- Inbound PSTN calling is currently supported in GA for Dynamics Omnichannel and Call Automation SDK. You can use phone numbers provided by Microsoft and phone numbers supplied by direct routing. Ref : Enable inbound telephony calling for Azure Communication Services.
Direct Routing is now generally available (July 2023), offering both inbound and outbound calling capabilities- This option empowers developers to build powerful telephony-based customer interactions.

Kindly let us know, we will be happy to follow-up further.
Anonymous

2023-09-11T18:23:36.6233333+00:00

Thank you for the feedback. We are not using Microsoft Dynamics 365 Omnichannel for Customer Service. We are looking for Incoming calling feature & Incoming calling events, Incoming call queues directly through Azure Communication Services.

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ajkuma 28,036 Reputation points Microsoft Employee Moderator

2023-09-11T18:19:19.93+00:00

Raj, based on my understanding your ask, you may be looking for this -- Inbound PSTN calling is currently supported in GA for Dynamics Omnichannel and Call Automation SDK. You can use phone numbers provided by Microsoft and phone numbers supplied by direct routing. Ref : Enable inbound telephony calling for Azure Communication Services.
Direct Routing is now generally available (July 2023), offering both inbound and outbound calling capabilities- This option empowers developers to build powerful telephony-based customer interactions.

Kindly let us know, we will be happy to follow-up further.
Anonymous

2023-09-11T18:23:36.6233333+00:00

Thank you for the feedback. We are not using Microsoft Dynamics 365 Omnichannel for Customer Service. We are looking for Incoming calling feature & Incoming calling events, Incoming call queues directly through Azure Communication Services.

Answer 1

ajkuma 28,036 Microsoft Employee Moderator

Thanks for the follow-up and additional clarity.

Currently, it is not possible to receive an inbound PSTN call to ACS. Our product engineering team is actively working on it, but we do not have a concrete ETA to share yet.

Also, my colleague has discussed on similar request on your other forum thread.

We appreciate your interest and valuable feedback in introducing/enhancing ACS features.

ajkuma 28,036 Reputation points Microsoft Employee Moderator

2023-09-13T13:13:48.53+00:00

Additionally,

Share your feedback directly on : https://github.com/Azure/Communication/issues

Keep a tab on :
Azure Communication Services Blog
Roadmap and current public preview features

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Inbound PSTN calling from a person mobile/landline number to Azure Communication Services PSTN or Direct Routing

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