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Bring your own carrier

Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service

Azure Communication Services direct routing enables you to connect your existing telephony infrastructure with Azure so that you can retain your existing carrier and phone numbers, and streamline inter-office call transfers.

Prerequisites

  • Connect to an Azure Communication Services resource to bring in your carrier via direct routing. You must then set up direct routing for the connected Azure resource.
  • Be familiar with the following concepts:
  • Ensure that the following settings are in place to enable your carrier to work with Azure Communication Services.
    • Check your direct routing infrastructure requirements.
    • Get a certified Session Border Controller (SBC).
    • Connect the SBC to Azure Communication Services.
    • Ensure that the SBC responds with a Session Initiation Protocol (SIP) status code in the 100s to the invite request from direct routing. SIP status codes beginning with 4, 5, or 6 indicate failures.
    • Ensure that the phone number of your Dynamics 365 organization is encoded in E.164 format so that the calls are forwarded by your SBC.
    • Deploy the SBC and DNS server in the same region. Azure Communication Services hosts group calls in the region where the DNS server is deployed. If the SBC and DNS server are in different regions, users can experience a delay. Ensure that your DNS server isn't delegated to a sub domain.

Bring your own phone number via direct routing

  1. In the site map of Copilot Service admin center, select Channels in Customer support. The Channels page appears.

  2. Select Manage for Phone numbers.

  3. Select Advanced on the menu. In the Bring your own number via Azure Direct Routing section you can either add one phone number at a time or import multiple phone numbers in bulk.

  1. Select Import multiple numbers to upload phone numbers in bulk. The Import multiple numbers pane appears.
  2. In the Import multiple numbers pane, enter the following details.
    • Carrier: Shows the carrier for the phone number. If the carrier doesn’t exist, create a new record.
    • Country/Region: Select the country or region the phone number belongs to.
    • Number type: Select whether the number is toll-free or local.
  3. The application displays the PhoneNumber.csv link once you specify the carrier, country or region, and number type. Download the CSV file and fill in the following details for all the phone numbers you want to add in bulk:
    • msdyn_phonenumber: Shows the phone number that you own and configured in your SBC. The maximum length of the phone number is 15 digits. When the phone number has greater than 10 digits, you must enclose the number in double quotes. For example, "123456789012345". You don't need to add "+" to the phone number. The application adds "+" automatically when you upload the CSV file. We recommend that you add 100 numbers at a time.
    • msdyn_phoneinboundenabled: Shows whether the phone number can receive calls. Set to True to receive calls on this number.
    • msdyn_phoneoutboundenabled: Shows if the phone number can make calls. Set to True to make calls with this number.
  4. Select Upload and upload the CSV file. The application validates the file and displays a success message if the file is valid. If the file is invalid, it displays an error message with details about the errors in the file.
  5. Select Import numbers. After the import is successful, the phone numbers appear on the Phone numbers page.
  6. On the Phone Numbers page, select Import status to view the status of the import.
  1. Select Add number.

The new phone number appears in the Phone numbers list and is ready for setup. You can now connect it to a voice workstream, configure outbound calling, or even assign it to a customer service representative.

SBC best practices

  • For Microsoft Teams and Azure Communication Services direct routing, you might use the same port number, but you must use a different fully qualified domain name (FQDN).

  • Make sure that the following settings for Secure Real-time Transport Protocol (SRTP) are configured, to avoid call timeout:

    • Reset SRTP Upon Re-key = Disable
    • Generate SRTP Keys = Only if Required

  • Make sure that you have sufficient transcoding licenses if your service provider and Azure Communication Services don't support the same codec.

  • Make sure that the SIP Application Layer Gateway is disabled if your direct routing SBC is behind a firewall. Also, make sure that the media endpoint communicating with Azure Communication Services is using a public IP address, not a private one.

  • Make sure that your SBC is using a DNS server located within the same region where Dynamics 365 is hosted to avoid latency issues.

  • A practical way to transmit user-to-user information (UUI) to Dynamics 365 is by encoding key-value pairs (KVP) as hex values. Instead of sending a single string, structure your UUI data as one or more KVPs, like casenumber=12345678. Only then apply hexadecimal encoding to the complete string. For example, if you want to send the case number, format it as:
    casenumber=12345678 Then, encode the entire KVP string in hexadecimal: 636173656E756D6265723D3132333435363738;encoding=hex

    If you want to send multiple KVPs, separate them with semicolons before encoding. For example:

    casenumber=12345678;customerName=JohnSmith

    Encode the entire string, and include ;encoding=hex to specify the format.

Overview of the voice channel
Manage phone numbers
Set up outbound calling
Set up inbound calling
Connect to Azure Communication Services
Integrate a third-party IVR system with voice channel
Supported cloud locations, languages, and locale codes