Dynamics 365 Customer Service Voice Channel
Published: 2023-02-04 14:25:32

---
title: Dynamics 365 Customer Service Voice Channel
published: true
date: 2023-02-04 12:30:39 UTC
tags: 
series: 101 - Dynamics 365 automation with bots/voice bots
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## Motivation

When you create a free Dynamics Customer Service trial, you will get sixty minutes of PSTN Calls (US Toll-free Numbers).

After 60 minutes, you can bring your SIP-Trunk via Azure Communication Services or buy a dialing plan via Microsoft.  
If you are in Europe, you must go with the SIP-Trunk integration. This is a straightforward and menu-based setup. Your SIP-Trunk provider should give you an FQDN of "your" Session Border Controller and a Port.  
Even though direct routing in Azure Communication Services is still in preview, Microsoft fully supports it on a GA level if you use it with **Dynamics 365 Customer Service Enterprise**.

![Figure 1: Microsofts disclaimer](https://cdn.hashnode.com/res/hashnode/image/upload/v1673089190036/6b47b582-97b7-4e0a-9c87-986524d5c412.webp)
<figcaption>Figure 1: Microsofts disclaimer</figcaption>

## Configurations steps

### Azure Communication Services

First, go to your OmniChannel Admin Center.  
In the site map, select **Phone numbers** in **General settings**.

![Figure 2: Click on "Get Started" to start](https://cdn.hashnode.com/res/hashnode/image/upload/v1673089341815/f48764b0-14e9-4b3f-b1cf-11b95795bfd7.webp)
<figcaption>Figure 2: Click on "Get Started"</figcaption>
 to

- create a new resource

- select your Azure Subscription

- select a new resource group or create a new one.

- Give the new resource a meaningful name.

![Figure 3: Create a new resource](https://cdn.hashnode.com/res/hashnode/image/upload/v1673089347793/60869aa4-5edb-4b49-9745-2f75a9697fcb.webp)
<figcaption>Figure 3: Create a new resource.</figcaption>

Leave the Omnichannel Admin Center window open, open another tab for the [**Azure Portal**](https://portal.azure.com/), and configure the SBC/Port for Direct Routing.

![Figure 4: Create a new Session Border Controller Configuration](https://cdn.hashnode.com/res/hashnode/image/upload/v1673089558290/b94c9a4f-b9d8-4312-b1b8-f319a5e60b9e.webp)
<figcaption>Figure 4: Create a new Session Border Controller Configuration</figcaption>

![Figure 5: enter SBC FQDN and Port](https://cdn.hashnode.com/res/hashnode/image/upload/v1673089563186/0279c8da-9e3e-46d8-b166-299296d8d581.webp)
<figcaption>Figure 5: enter SBC FQDN and Port</figcaption>
![Figure 6: and a number pattern for outbound](https://cdn.hashnode.com/res/hashnode/image/upload/v1673089568319/55c0f812-7bb6-4587-9b01-d259b9212a1c.webp)
<figcaption>Figure 6: and a number pattern for outbound</figcaption>

Go back to your Omnichannel Admin Center tab and configure your phone numbers.

![Figure 7: Add Phone Numbers - part 1](https://cdn.hashnode.com/res/hashnode/image/upload/v1673089775705/9289a02d-5c62-4497-b660-b3a78fda2919.webp)
<figcaption>Figure 7: Add Phone Numbers - part 1</figcaption>

![Figure 8: Add Phone Numbers - part 2](https://cdn.hashnode.com/res/hashnode/image/upload/v1673089779663/b117e437-7c38-429d-9a05-604b616f82dd.webp)
<figcaption>Figure 8: Add Phone Numbers - part 2</figcaption>

![Figure 9: Add Phone Numbers - part 3](https://cdn.hashnode.com/res/hashnode/image/upload/v1673089784476/bd9f14b0-d0ce-479a-81cb-357c1e8169c9.webp)
<figcaption>Figure 9: Add Phone Numbers - part 3</figcaption>

![Figure 10: Add Phone Numbers - part 4](https://cdn.hashnode.com/res/hashnode/image/upload/v1673089790119/473850da-e777-4a33-a0d0-68ee4d0a38b1.webp)
<figcaption>Figure 10: Add Phone Numbers - part 4</figcaption>

The new phone number will be displayed in the **Phone numbers** list and is ready for setup. You can now [connect it to a voice workstream](https://learn.microsoft.com/en-us/dynamics365/customer-service/voice-channel-inbound-calling), [configure outbound calling](https://learn.microsoft.com/en-us/dynamics365/customer-service/voice-channel-outbound-calling#configure-phone-numbers-for-outbound-calling), or even [assign it to an agent](https://learn.microsoft.com/en-us/dynamics365/customer-service/voice-channel-outbound-calling#assign-personal-phone-numbers-to-agents).

> SMS is not supported with direct routing

## Carrier Setup

### Production Environment

if you are deploying for production, you should go for a carrier with post-paid contracts and a managed SBC Solution on the carrier site. Here you will get an FQDN and Port of the Carrier side, and you are done.

### Development Environment

For example, I will describe how to configure a development direct routing connection via [TELNYX](https://portal.telnyx.com/#/login/sign-in).

#### Add a Sip Connection

#### Create a new sip connection via Voice, SIP Routing, and select MS Teams SBC.

![Figure 11: Create new SIP Connection](https://cdn.hashnode.com/res/hashnode/image/upload/v1673090581030/faaf4349-8bce-4ed8-b32a-e6b1db6b3f2b.png)
<figcaption>Figure 11: Create a new SIP Connection</figcaption>

#### **Assign a number to the Telnyx SBC Connection**

You are now required to assign a Number to the Azure Communications Resource connection you created.

1. If you have not done so, you'll need to purchase a number from Telnyx.

2. Once you have a number, navigate to the **Numbers** page of your Telnyx Mission Control Portal and assign your Azure Communications Resource connection to the desired DID, as shown below.

![Figure 12: Assign numbers](https://cdn.hashnode.com/res/hashnode/image/upload/v1673091441075/8332fe52-56a2-4065-bf23-601310566560.png)
<figcaption>Figure 12: Assign numbers</figcaption>

#### **Add your SIP Connection to your Outbound Voice Profile**

Create an Outbound Voice Profile and assign it to the connection you created above.

![Figure 13: Assign Outbound Voice Profile](https://cdn.hashnode.com/res/hashnode/image/upload/v1673091796001/91c69d1d-8196-4b47-8027-b2075e79514c.png)
<figcaption>Figure 13: Assign Outbound Voice Profile</figcaption>

## Test the implementation.

Configure some workstreams with the newly created numbers and test inbound and outbound calls.

## Additional Resources

Consider the following additional kick-starters:

[Dynamics 365 Customer Service with Power Virtual Agents - Part 1 (automation with text chat)](https://the.cognitiveservices.ninja/dynamics-365-customer-service-with-power-virtual-agents-part-1-automation-with-text-chat)

[Dynamics 365 Customer Service with Power Virtual Agents - Part 2 (automation with voice/voice bots)](https://the.cognitiveservices.ninja/dynamics-365-customer-service-with-power-virtual-agents-part-2-automation-with-voicevoice-bots)

[Multilingual IVR Replacement for Dynamics 365 Customer Service (Voice Bot)](https://the.cognitiveservices.ninja/multilingual-ivr-replacement-for-dynamics-365-customer-service-voice-bot)

[Microsofts documentation](https://learn.microsoft.com/en-us/dynamics365/customer-service/voice-channel-bring-your-own-number?tabs=omnichanneladmincenter)