Can Azure Communication Services route to different apps (Dynamics omnichannel instances)

Question

We have a scenario where we would have multiple Dynamics 365 omnichannel instances using the same phone number.
Could Azure Communication Services be used to get the call, run an IVR bot on it and route the call based on input to the correct Dynamics 365 omnichannel instance?

Kind Regards,
Steven

Answer 1

Hi @De Waele Steven ,

Yes, you should be able to achieve your scenario in Azure Communication Services using the same phone number. Here is a sample you can use https://github.com/microsoft/botframework-telephony

Hope that helps. Please let us know if you have further questions.

Thanks,
Grace