Advanced: Connect using an existing Azure resource

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Important

Azure Active Directory is being renamed to Microsoft Entra ID. No action is needed from you. For more information, see New name for Azure Active Directory.

You can connect your voice or SMS channels to Azure Communication Services using an existing Azure resource from any of your Azure subscriptions within the same tenant. If you disconnected a resource and want to use it now, you can do so using this option.

Prerequisites

• The organization that you're using isn't a trial version.
• The Get started button that connects to an existing Azure resource is visible on the Phone numbers page of Customer Service admin center. The Get Started button appears only when:
  • The trial has ended after the free calling time has elapsed.
  • You've manually ended the trial.
  • You've disconnected from the Azure resource.
• Your active Azure subscription is in the same tenant as your Dynamics 365 account.
• Your role has Contributor privileges.

Get Azure resource information

Before you connect an existing Azure resource to Azure Communication Services, you must retrieve the following information from the Azure portal:

1. Go to Resource groups and select the required resource group.

2. Select the required Resource from the resource group.

3. Select Properties in Settings.

4. On the Properties page, copy the Name and Resource ID field values, which you must specify as ACS Resource Name and ACS Resource ID values in Customer Service admin center.

5. Select Tools in Keys. On the Keys, copy Connection string in Primary key, which you'll use as the value of Connection string in Customer Service admin center.

   

Get application and tenant IDs from the Azure portal

You'll need to specify the values of Application (client) ID and Directory (tenant) ID in Event grid app id and Event grid app tenant id in Customer Service admin center. Perform the following steps to get these values:

1. Open the App registrations page on the Azure portal.

   If you're registering your app on the Azure portal for the first time, then perform the following steps:

   1. On the Register an application page, enter the following details:

      • Name: Enter a name for your application.
      • Supported account types: Select Accounts in any organizational directory (Any Microsoft Entra ID - Multitenant).

   2. Select Register.

2. Select the value of the Application (client) ID field, and then select the Copy to clipboard button. You'll need to enter this as the value of Event grid app id in Customer Service admin center.

3. Select the value of the Directory (tenant) ID field, select the Copy to clipboard button, and then note the value. You'll need to enter this as the value of Event grid app tenant id in Customer Service admin center.

   

Connect using an existing Azure resource

1. In Dynamics 365 Customer Service admin center or Omnichannel admin center (deprecated), open the phone number settings.

   • Customer Service admin center:

     1. In the site map, under Customer support, select Channels.
     2. Select Manage for Phone numbers.

   • Omnichannel admin center (deprecated):

     Important

     Omnichannel admin center is deprecated. Use the Customer Service admin center app for admin tasks across Customer Service.

   • In the site map, under General settings, select Phone numbers, and then select Get started.

2. Select Use existing resource.

3. Fill in the fields using the resource information you retrieved from the Azure portal.

4. Select Connect to connect the resource to Azure Communication Services.

5. Select Add number.

6. Add a new phone number.

Next, configure voice workstream settings for the phone number, set up inbound and outbound calling, and enable call recording and SMS services.

Enable call recording and SMS services

Azure Communication Services integrates with Azure Event Grid to send real-time notifications for chat, telephony, SMS, video, and voice calling events. The Azure Event Grid, in turn, uses event subscriptions to route event messages to subscribers.

To enable call recording and SMS services, you must first configure your applications to listen to Azure Communication Services events by registering Event Grid system topics. Then, subscribe to the specific call recording or SMS events by creating Event Grid subscriptions on the Azure portal.

Important

• You can set one web hook endpoint only at a time using the following procedure. To enable both SMS and call recording services, you must perform the procedure twice to set a web hook endpoint for each service.
• When you connect your event subscription, you must use the same application (client) ID and tenant (directory) ID for the app registration as you did when you first connected to your Azure resource. To get the event grid app and tenant IDs from the Power Apps portal, see Get event grid app and tenant IDs from the Power Apps portal.

1. Open the Event Grid System Topics service on the Azure portal.

2. Create and deploy an Event Grid system topic.

3. On the Event Grid System Topic page, select the Subscription link.

4. In the resource subscription page, select Settings > Resource providers, and then check whether the Microsoft.EventGrid provider is listed as Registered. If the Event Grid isn't registered, then select the record, and then select Re-register to register it.

5. Open the resource on the Azure portal. Select Events, and then select Event Subscription.

6. Enter the following details in the Basic tab:

   • Name: Enter a name for the recording event subscription.
   • Event Schema: Select Event Grid Schema in the list.
   • Topic Types: Select Azure Communication Services in the list.
   • Subscription: Select your subscription in the list.
   • Resource Group: Select the resource group.
   • Resource: Select the resource.
   • System Topic Name: This field is automatically populated with the system topic name you created. However, if you see multiple values, select the specific system topic name from the list.
   • Filter to Event Types: You can filter events for either call recording or SMS services.
     • To filter event types for recording services, select Recording File Status Updated in the list.
     • To filter event types for SMS services, select SMS Received and SMS Delivery Report Received in the list.
   • Endpoint Type: Select Web Hook in the list.
   • Endpoint: Select Select an endpoint, and then enter the recording or SMS web hook endpoint:
     • To enable recording services, get the Recording Web Hook Endpoint from Customer Service admin center, paste the value in Subscriber Endpoint, and then select Confirm Selection.
     • To enable SMS services, get the SMS Web Hook Endpoint from Customer Service admin center, paste the value in Subscriber Endpoint, and then select Confirm Selection.

7. Select the Additional Features tab. Select the Use AAD authentication checkbox, and enter the following details:

   • AAD Tenant ID: Enter the tenant (directory) ID of your Azure resource.
   • AAD Application ID or URI: Enter the application (client) ID of your Azure resource.

8. Select Create to create the event subscription endpoint for recording.

   It can take up to 15 minutes to sync. If you get an error like "Webhook validation handshake failed," then retry this step after a few minutes.

Learn about configuring call recording and transcription for a voice workstream in Omnichannel for Customer Service.

Get event grid app and tenant IDs from the Power Apps portal

1. Open the Power Apps portal and select your environment.

2. In the site map, select Dataverse > Tables > All.

3. Search for the Communication Provider Setting Entry table and open it.

4. In the Communication Provider Setting Entry columns and data section, view the EventGridAppID and EventGripAppTenantID fields in the Key column, and note down the corresponding ID values from the Values column.

Get the subscriber endpoint for recording

1. In Dynamics 365 Customer Service admin center or Omnichannel admin center, open the phone number settings.

   • Customer Service admin center:

     1. In the site map, select Channels in Customer support. The Channels page appears.
     2. In Accounts, select Manage for Phone numbers.

   • Omnichannel admin center: In the site map, under General settings, select Phone numbers, and then select Get started.

2. Select a phone number, and then select Advanced.

3. Select Copy next to Recording Web Hook Endpoint and note the value.

Get the subscriber endpoint for SMS

1. In Dynamics 365 Customer Service admin center or Omnichannel admin center, open the phone number settings.

   • Customer Service admin center:

     1. In the site map, under Customer support, select Channels.
     2. To the right of Phone numbers, select Manage.

   • Omnichannel admin center: In the site map, under General settings, select Phone numbers, and then select Get started.

2. Select a phone number, and then select Advanced.

3. Select Copy next to SMS Web Hook Endpoint and note the value.

Next steps

Manage phone numbers
Bring your own carrier

See also

Overview of the voice channel
Connect to Azure Communication Services
Connect using a new Azure resource
Set up outbound calling
Set up inbound calling
Integrate third-party IVR systems with voice channel