The Dynamics voice channel

Learn it in 5 minutes

The introduction to the voice channel applies to Dynamics 365 Contact Center embedded, Dynamics 365 Contact Center standalone, and Dynamics 365 Customer Service. It says representatives receive and make PSTN calls through a native calling experience in Dynamics 365, and that the voice channel is built on Azure Communication Services. The same page says routing a voice call uses unified routing, the same way an incoming chat is assigned, and that a Copilot Studio agent can be the conversational IVR because it shares the platform.

The capabilities table on that page includes call controls, music on hold and on wait, customer and case lookup, emergency dialing currently supported in the United States and Puerto Rico only, a callback number, distribution of incoming calls, voicemail, outbound calls, transfer to an external number, phone-number provisioning, skills-based assignment, transcription, recording, sentiment, translation, supervisor monitor and barge, a post-call survey, and queue-position announcements. This room does not copy the marketing sections above that table.

The Dynamics voice channel is native PSTN calling in Dynamics, built on Azure Communication Services, and routed with unified routing.

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Worked example

The voice channel is ACS calling inside Dynamics, routed like the other channels.

1. PSTN Native calling in Dynamics
2. Platform Azure Communication Services
3. Route Unified routing
4. Workspace The app the later rooms name

If it fails: The pilot looks for the call in the Teams client because nobody read where the notification is delivered.

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Glossary

• Computer telephony integration Wikipedia’s opened page says computer-telephony integration, also computer–telephone integration or CTI, is a general term for technologies that coordinate interactions between telephones and computers. Config: Use the vendor page for the product you are configuring. Keep Wikipedia as the name only. Fault: A design calls every CRM screen a CTI product.
• Dynamics 365 voice channel The voice-channel page says it applies to Dynamics 365 Contact Center embedded, Contact Center standalone, and Customer Service. It provides native PSTN calling in Dynamics and says the channel is built on Azure Communication Services. Config: Read the capabilities table on that page. Do not copy the marketing section above it. Fault: Someone expects the Teams client because the number was bought in Teams.
• Teams Phone in the voice channel The configure-Teams-Phone page says PSTN connectivity can be a Teams Calling Plan (service numbers only), Operator Connect, or Direct Routing, and that a Teams resource account is required for every number used with Dynamics 365 Contact Center. Config: Sync from Teams in Copilot Service admin center after the resource account and the number exist. Copy the application ID from the current page. Fault: Sync is run before TeamsResourceAccount.Read.All has admin consent.
• Salesforce Voice The help page Connect Voice from a Partner Contact Center says Salesforce Voice with Telephony Providers, formerly Service Cloud Voice, is now part of Partner Contact Center. Config: Use the learning map on that page. A developer-guide URL did not open from this build, so it is not quoted here. Fault: A runbook still says only Service Cloud Voice and never opens the current title.

Sister technologies

Around the call: compliance recording, workforce management, emergency location, analytics, CRM screen pop, and an agent with a human escape. Each one has its own failure.

Config and troubleshooting

The pilot looks for the call in the Teams client because nobody read where the notification is delivered.

Cross-platform bridges

Future hooks

Copilot Studio, Azure Communication Services, and Graph are later tracks in this lab. Treat any uncited limit as confirm before relying.

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