How to convert a Teams phone number to an Azure communication Services phone number?

Will Parker 0 Reputation points
2024-12-02T19:58:31.7233333+00:00

We are implementing D365 Customer Service, and as part of this implementation we need to use the voice call functionality. The client's current customer service phone number is a Teams phone number purchased from Microsoft. How can I make this phone number available in Azure Communication Services so we can integrate it with D365 Customer Service?

Azure Communication Services
Azure Communication Services
An Azure communication platform for deploying applications across devices and platforms.
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Microsoft Teams | Microsoft Teams for business | Other
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  1. Shree Hima Bindu Maganti 5,085 Reputation points Microsoft External Staff Moderator
    2024-12-03T07:14:48.98+00:00

    Hi Will Parker,
    Welcome to the Microsoft Q&A Platform!
    Converting a Microsoft Teams phone number to an Azure Communication Services (ACS) phone number involves multiple considerations and steps because these two services are designed for different use cases and manage phone numbers in distinct ways.

    1. Teams phone numbers are tied to the Microsoft ecosystem and cannot natively be managed by ACS.
    2. Contact Microsoft Support to confirm if the Teams number can be ported.
    3. Obtain a Customer Service Record (CSR) for the number from Microsoft, if required.
    4. Integration Approaches (if direct porting isn’t possible)Acquire a phone number in ACS using the Azure Portal.Configure call forwarding in the Teams Admin Center to route calls to the ACS number.
    5. Use Direct Routing with SBCSet up a Session Border Controller (SBC).Configure Direct Routing in Teams to send calls to ACS via the SBC.
    6. Set Up ACS.In the Azure Portal>Navigate to Azure Communication Services > Phone Numbers>Acquire a phone number if not already done.
    7. Use ACS APIs for
    8. Call automation.
    9. Webhooks to capture events like call connection/disconnection.
    10. Integrate ACS with the D365 Customer Service voice channel.
    11. Validate Configuration:
    12. Test call routing from the Teams number to ACS.
    13. Ensure D365 Customer Service receives and handles calls appropriately.
    14. Verify advanced features (e.g., IVR, call recording) if configured.
      https://learn.microsoft.com/en-us/azure/communication-services/overview

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