Supported cloud locations for voice channel

Article
11/23/2023

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

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

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
Switzerland ¹	crm17.dynamics.com	Available	To be announced
India ¹	crm8.dynamics.com	Available	To be announced
Japan ^{1, 2}	To be announced	In preview	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

Provision voice channel