Supported cloud locations for voice channel
Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service
Important
Power Virtual Agents capabilities and features are now part of Microsoft Copilot Studio following significant investments in generative AI and enhanced integrations across Microsoft Copilot.
Some articles and screenshots might refer to Power Virtual Agents while we update documentation and training content.
This article provides information about the supported cloud locations for the voice channel.
For information about international availability of live chat and digital messaging channels, see International availability of Omnichannel for Customer Service.
Important
- Your Microsoft 365 tenant must be colocated in one of the following geographic locations where Omnichannel for Customer Service is available.
- The geographic locations refer to your Microsoft 365 tenant only and not the data center where your Power Platform environment or org instance resides.
Global cloud deployments
The following table lists the global region, URL, and general and trial availabilities of the voice channel. Use the global cloud deployments if the voice channel in Customer Service isn't yet available for your local cloud deployments.
| Geographic location | URL | General availability | Availability in Customer Service trial |
|---|---|---|---|
| North America | crm.dynamics.com | Available | Available |
| Europe, Middle East, Africa | crm4.dynamics.com | Available | Available |
| Asia Pacific | crm5.dynamics.com | Available | Available |
Local cloud deployments
Important
As we transition to the enhanced voice experience, the local hosting capabilities for the legacy voice channel in Switzerland was deprecated on October 31, and in India and Japan, it was deprecated on September 09, 2024. Learn more in Deprecations in Dynamics 365 Contact Center.
If you need your data to stay within a region, the following table lists the local region, URL, and general and trial availabilities of the voice channel in local regions. Stay tuned for country or region-specific local deployment of the voice channel. More information: Datacenter regions
| Geographic location | URL | General availability | Availability in Customer Service trial |
|---|---|---|---|
| Australia | crm6.dynamics.com | Available | Available |
| United Kingdom 1 | crm11.dynamics.com | Available | To be announced |
| Canada 1 | crm3.dynamics.com | Available | To be announced |
| South America | To be announced | To be announced | To be announced |
| France | To be announced | To be announced | To be announced |
| Germany | To be announced | To be announced | To be announced |
| United Arab Emirates | To be announced | To be announced | To be announced |
| South Africa | To be announced | To be announced | To be announced |
| Norway | To be announced | To be announced | To be announced |
| Korea | To be announced | To be announced | To be announced |
| Singapore | To be announced | To be announced | To be announced |
Note
1 The geographic location currently doesn't have business continuity and disaster recovery (BCDR) support. BCDR support will be a fast follow in this region.
2 The geographic location won't have Copilot Studio support.
Sovereign cloud deployments
The following table lists the sovereign region, URL, and general availability of the voice channel in Customer Service.
| Sovereign region | URL | General availability |
|---|---|---|
| Government Community Cloud (GCC) Moderate | To be announced | To be announced |
| GCC High | To be announced | To be announced |
| GCC Department of Defense (DoD) | To be announced | To be announced |
| China | To be announced | To be announced |
| Germany | To be announced | To be announced |
Microsoft calling plans
Microsoft calling plans are available for customers with billing locations in select geographies around the world. To learn more about your eligibility, see Subscription eligibility and number capabilities.
You can purchase new phone numbers through the Azure portal, and then sync with Omnichannel for Customer Service. More information: Import phone numbers
You can also port existing US or toll-free phone numbers. More information: Port a phone number
Azure direct routing
You can bring your own carrier through Azure direct routing. This feature is supported across all geographic locations using certified Session Border Controller (SBC). More information: Bring your own carrier
In the geographic locations where the voice channel is generally available, Azure direct routing extends general availability support.
The voice channel in Omnichannel for Customer Service doesn't support emergency calling when Azure direct routing is used.
Next steps
Related information
Overview of the voice channel
FAQ about the voice channel in Omnichannel for Customer Service