Azure ACS local number: unanswered CNAM request and need SMS provisioning guidance from TNS

Question

We need assistance from the Azure Communication Services Telephone Number Services (TNS) team regarding an existing Microsoft/Azure-owned US local ACS number.

The number is currently provisioned and working for Voice. We have two unresolved issues:

1. CNAM registration

We followed Microsoft's documented CNAM process and emailed the designated ACS Telephone Number Services address requesting registration of the caller name “Werde Schreiber.”

The original request was sent on August 23, 2026, followed up on August 27, and escalated again on August 31. We have received no acknowledgment, tracking number, or response.

This is not a question about how to configure caller ID in application code. We need the submitted CNAM registration request located and processed by the appropriate TNS/backend team.

2. SMS capability on the existing local number

We need a number-specific determination from Microsoft regarding whether this existing ACS-owned US local number can:

• retain its existing Voice capability;
• have inbound and outbound SMS capability added to the same number; and
• later be associated with the appropriate US 10DLC brand/campaign once that registration is ready.

We are not troubleshooting failed SMS delivery. SMS is not currently provisioned on the number, so the standard SMS delivery troubleshooting documentation does not address the issue.

We are also not asking Microsoft to initiate A2P/10DLC registration at this time. We first need to know whether the existing local number is technically eligible for SMS and what Microsoft/TNS provisioning steps are required.

The Azure portal's support workflow routes this to generic SMS troubleshooting and then prevents creation of a technical support request under the Basic support plan. However, the CNAM request itself requires Microsoft/TNS backend action, and the documented TNS email route has not responded.

Could a Microsoft Azure/ACS employee please escalate this to the Azure Communication Services Telephone Number Services (TNS) team and, if necessary, create a private support case so that I can provide the ACS resource, subscription, tenant, and full telephone-number details securely?

I have intentionally omitted those account-specific identifiers from this public post and can provide them privately to Microsoft personnel.

Answer 1

Just want to add regarding your SMS question.

If you review this document: https://learn.microsoft.com/en-us/azure/communication-services/quickstarts/sms/apply-for-ten-digit-long-code

It basically specifically states that if you already acquired a 10DLC/local number for calling and want to enable it for SMS, you can register the brand and campaign first and the assign the existing number with the approved campaign. And since this is indeed a US number, you meet the purple box condition.

You mentioned later you would register the brand and campaign, in fact, you need to do that first, even if you are only sending occasional 1:1 messages and not doing mass texting. My organization just went through this process earlier this year but through Salesforce. I think this is more of a FCC thing here in the US, and not necessarily a Microsoft requirement.

You can use the document I shared with you above to go through this process. It provides a lot of tips and tricks, and some great sample languages and SMS Terms of Use template. It is quite a process, so good luck!!

Answer 2

Hello @Avraham Schreiber

You've already separated the two issues correctly, and neither appears to be an application-code troubleshooting problem.

For CNAM, Microsoft documents CNAM registration for Azure Communication Services numbers as a TNS-managed process, not something configured through the Calling SDK. The documented process directs customers to the ACS Telephone Number Services team for registration.

Since you submitted the request on August 23 and followed up twice without acknowledgment, I don't recommend resubmitting the same registration repeatedly. At this point, the existing CNAM request needs follow-up from Microsoft/TNS backend. A recent Microsoft Q&A case involving CNAM was ultimately resolved after coordination with the backend team, so escalation to the owning TNS team is appropriate here.

For the SMS capability, a recent documentation change is important. Microsoft's current U.S. phone-number management documentation, updated August 18, 2026, lists Local numbers as GA for both sending and receiving SMS via 10DLC, while retaining inbound/outbound calling capability.

Microsoft's current SMS documentation likewise describes 10DLC as supporting two-way SMS and Voice, so your requirement to retain Voice while adding SMS to a U.S. local number is supported as a service scenario.

However, that doesn't establish that this particular existing ACS number can simply have SMS switched on from the portal. Number capabilities depend on the specific number, subscription eligibility, billing location, and regulatory requirements. Microsoft therefore needs to determine whether your existing number can be provisioned for 10DLC SMS or whether you need another number or a different provisioning action.

Since you're specifically asking for number-level provisioning eligibility, I would route this to Telephone Number Services rather than generic SMS delivery troubleshooting. Microsoft's current U.S. number-management documentation also directs customers requiring assistance with telephone-number provisioning to the TNS support process.

When Microsoft/TNS responds, ask them to confirm two things for the existing number:

• whether the current U.S. local ACS number can have inbound/outbound SMS capability provisioned while retaining its existing Voice capability; and
• if yes, what provisioning action must be completed before that number can subsequently be associated with the appropriate 10DLC brand/campaign.

I agree that troubleshooting SMS delivery isn't the right next step because SMS hasn't been provisioned on the number yet.

Also, you've done the right thing by keeping the subscription ID, tenant ID, ACS resource information, and full telephone number out of the public post. Microsoft should provide those only through its private support/TNS channel.

References:

Phone Number Management for United States

SMS overview and sender types

Country/region availability and subscription eligibility

Caller identity and CNAM registration

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