Joining an ACS Bot Call using Azure.Communication.CallingServer library

GO - Silvio Huckel 1 Reputation point
2022-04-21T16:02:20.937+00:00

Hi,
I was wondering if it is possible to join an Azure Bot PSTN Call (Microsoft Bot Framework with PSTN telephony channel enabled) using the library Azure.Communication.CallingServer.

Here is the use case:
A customer dials a number and is greeted by a Bot. The Bot selects an agent from a telephone number list and calls his number. In the mean time, the customer is put on hold and as soon as the bot finds an available agent, the calls are interconnected.

I have been playing with Azure.Communication.CallingServer, which is great to initiate calls and add participants to a call.
The method JoinCall seems to be what I’m looking for. This method requires, among other inputs, a serverCallId.
From what I understand, the EventGrid ACS event Microsoft.Communication.CallStarted might provide the coveted input.
Unfortunately, it seems that this event is only available for ACS VoIP users.

Do you know of any another way to retrieve this id? Or maybe a completely different approach to this use case?

Any help would be very much appreciated.
Cheers,
Silvio Huckel

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  1. ajkuma 24,566 Reputation points Microsoft Employee
    2022-04-27T18:00:15.637+00:00

    @GO - Silvio Huckel , Apologies for the delay in responding back. I just heard back from our product team.

    Currently it is not possible to receive an inbound PSTN call to ACS, however our product engineering team is actively working on it.

    The product team mentioned that we still do not have a concrete ETA to share yet.
    Apologies for any inconvenience. We appreciate your patience in this matter.

    As a side note, Azure Communication Services Job Router solves the problem of matching supply with demand.
    A real-world example of this is matching call center agents (supply) to incoming support calls (demand).
    --The Job Router feature/functionally described in the doc section is currently in private preview.

    If you wish you may share your feedback on the below URLs- for visibility and tracking.

    -https://github.com/Azure/Communication/issues
    -Azure Uservoice general feedback

    -- All of the feedback you share on the Uservoice will be monitored and reviewed by the Microsoft engineering teams responsible for building Azure. Users with a similar request can up-vote the post and add their comments, as well.

    --Please be rest assured, I have also relayed your feedback on this internally with our product engineering team. Thanks for your valuable feedback!

    --
    To benefit the community find the right answers, please do mark the post which was helpful by clicking on Accept Answer’ & ‘Up-Vote’.