UserId correlation between Dynamics365 and Azure CommunicationServices

Question

UserId correlation between Dynamics365 and Azure CommunicationServices

Minh Nguyen 20

Hello, Iam doing a bot integration with Dynamics365 with ACS's Call Automation API

The bot will join the Dynamics365's calls which were received/made by D365 users to acquire data such as audio. The bot invokes Call Automation's Connect API to join the calls, then getting updated events on the call from ACS. However, the userIds which are seen in those ACS's callback events have the format "8:acs<guid>", which is totally different from user's D365's SystemUserId or Azure ObjectId

My question is how do I link the ACS's userId to a D365's user, i.e to know which user is in the call from the ACS's userId?
Thanks

Jerald Felix 10,890 Reputation points

2026-02-25T04:40:56.2066667+00:00
Hello Minh Nguyen,

Thanks for raising this question in Azure Q&A forum.

Correlating user identities between Dynamics 365 and Azure Communication Services (ACS) requires understanding the three separate identity layers involved — Dynamics 365 systemuser, Microsoft Entra ID object ID, and ACS communication identity — and the bridges between them.

The Three Identity Layers

Before mapping, it helps to understand what each system uses:

Dynamics 365 identifies users with a systemuserid (Dataverse GUID) and also stores the user's Azure AD Object ID in the azureactivedirectoryobjectid field of the systemuser entity

Microsoft Entra ID identifies users with an Object ID (same value as azureactivedirectoryobjectid in D365)

Azure Communication Services uses its own ACS Communication Identity (a unique string like 8:acs:...), which is separate from both Entra and Dynamics identifiers by design — it is identity-agnostic

Approach 1: Use the azureactivedirectoryobjectid field as the bridge

The cleanest bridge between Dynamics and Entra (and by extension, your own systems) is the azureactivedirectoryobjectid field on the D365 systemuser entity. You can query it via the Dataverse Web API:

text GET [org]/api/data/v9.2/systemusers?$filter=azureactivedirectoryobjectid eq <entra-object-id-guid>&$select=systemuserid,fullname,azureactivedirectoryobjectid

Or conversely, get the Entra Object ID from a known D365 user:

text GET [org]/api/data/v9.2/systemusers(<systemuserid>)?$select=fullname,azureactivedirectoryobjectid

This gives you a reliable two-way lookup between D365 users and Entra identities.

Approach 2: Use customId when creating ACS identities (recommended)

ACS now supports a customId parameter when creating communication identities, allowing you to embed your own identifier (such as the D365 systemuserid or Entra Object ID) directly into the ACS identity at creation time. This is the cleanest solution if you control the ACS identity provisioning:

python from azure.communication.identity import CommunicationIdentityClient client = CommunicationIdentityClient.from_connection_string("<connection-string>")

You can then look up ACS users by your custom ID, eliminating the need for a separate mapping table.

Approach 3: Maintain a mapping table in Dataverse

If you're using the Bring Your Own Identity (BYOI) model and already have existing ACS identities provisioned without a customId, the recommended approach is to maintain a mapping table. Add a custom column (e.g., cr_acs_communication_id) to the systemuser entity in Dataverse to store the ACS identity string for each D365 user. Your backend service populates this when provisioning ACS tokens:

python # When creating an ACS token for a D365 user, store the mapping

Correlating Calls and Conversations (D365 Contact Center + ACS)

If you're also correlating voice call records between Dynamics Contact Center and ACS logs, the correlation key is the ConversationId (msdyn_ocliveworkitemid) in the D365 msdyn_ocliveworkitem table, which maps to the ACS CallId via Application Insights. Enable ACS diagnostic logs in Azure Monitor and query:

text ACSCallSummary | where CallId == "<acs-call-id>" | project CallId, CorrelationId, ParticipantId

Then match CorrelationId back to the D365 conversation record via Application Insights telemetry.

If it helps kindly accept the answer.

Best Regards,

Jerald Felix
Minh Nguyen 20 Reputation points

2026-02-25T15:43:34.2533333+00:00

Thanks Felix
For "Correlating Calls and Conversations (D365 Contact Center + ACS)", is it possible to do it in real-time, when the call just started?

Answer accepted by question author

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Minh Nguyen 20 Reputation points

2026-02-25T15:43:34.2533333+00:00

Thanks Felix
For "Correlating Calls and Conversations (D365 Contact Center + ACS)", is it possible to do it in real-time, when the call just started?

Answer 1

Hi @**Minh Nguyen
**Apology for your inconveniences
Real-time correlation between Dynamics 365 Contact Center and Azure Communication Services (ACS) is possible when the call starts, but it is not automatic and must be implemented using shared identifiers. ACS generates its own call identifiers such as CallConnectionId, ServerCallId, and communication identities like 8:acs:<guid>, which do not directly match Dynamics 365 ConversationId (for example, msdyn_ocliveworkitemid) or SystemUserId because both systems use different identity models by design. To correlate them in real time, you must capture or pass a shared identifier at call setup (such as the D365 ConversationId or a custom correlation ID) when invoking the ACS Connect API, or use telemetry via Azure Monitor/Application Insights where both the D365 conversation record and ACS call identifiers are logged together. Once a common identifier is stored on both sides, you can immediately map ACS callback events like CallConnected to the corresponding D365 conversation without delay.
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-conversation-diagnostics

https://learn.microsoft.com/en-us/azure/communication-services/concepts/analytics/logs/call-automation-logs

https://learn.microsoft.com/en-us/azure/communication-services/concepts/analytics/query-call-logs
Let me know if you have any further assistances needed.

Minh Nguyen 20 Reputation points

2026-03-04T14:15:03.28+00:00

Thanks alot for the help, Shree
Shree Hima Bindu Maganti 6,815 Reputation points Microsoft External Staff Moderator

2026-03-04T14:18:41.5333333+00:00

Hi @Minh Nguyen
Please do not forget to click "Accept the answer” and Yes, this can be beneficial to other community members.

If you have any other questions, let me know in the "comments" and I would be happy to help you

Answer 2

Hi Felix,
Thanks for the answer
However, it does not solve my problem to have Look up between D365 userId/ObjectId with ACS's ID, but as you mentioned, ACS is Identity Agnostic, so it may not be able to do so
Approach 2 and 3 have limitation that it does not work for production deployment when all the users were created.
Since my bot connects to the D365's calls with Call Automation API on a production system, so all it has is ACS's callId (serverCallId/CallConnectionId) and ACS's IDs of participants
I can think of another way around is to use a D365/Dataverse API to query D365 directly about the call from ACS's call IDs, but could not find the way
If possible, can you please advise on it
Thanks a lot

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UserId correlation between Dynamics365 and Azure CommunicationServices

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