The help page opened for this room is titled Connect Voice from a Partner Contact Center.It says Salesforce Voice with Telephony Providers, formerly Service Cloud Voice, is now part of Partner Contact Center, and that you may still see the older name.Its learning map lists the Telephony Integration REST API, the Voice Toolkit API, and Lambda functions for Amazon Connect under Develop.
The same note still names Salesforce Voice with Amazon Connect, Salesforce Voice with Partner Telephony, and Salesforce Voice with Partner Telephony from Amazon Connect.It points to Agentforce Contact Center Voice for a built-in telephony offering.This room does not describe that offering beyond the pointer.A Salesforce developer-guide URL was requested during this build and did not open, so this room does not quote it.
Salesforce’s guide says Service Cloud Voice is now Salesforce Voice.The help page says that voice offering is now part of Partner Contact Center.
Repeated misses take a trunk out of service. The campus does not invent Microsoft's internal counter.A rename, not a rank. Counts in this drawing are teaching order, not customers.
Which description of Dynamics 365 voice channel is accurate?
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. Voice is routed with unified routing in the same way the page describes for an incoming chat. Source: https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel accessed 2026-10-14.
A colleague reports: Someone expects the Teams client because the number was bought in Teams. Where do you start?
Someone expects the Teams client because the number was bought in Teams. Read the capabilities table on that page. Do not copy the marketing section above it. Source: https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel accessed 2026-10-14.
Which description of Teams Phone in the voice channel is accurate?
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. Representatives receive the call notification in the Copilot Service workspace app, on that page. Source: https://learn.microsoft.com/en-us/dynamics365/contact-center/administer/configure-teams-phone-in-voice-channel accessed 2026-10-14.
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
A design uses only the old name and misses which telephony model the page still lists.
Cross-platform bridges
CUCM
Cisco CUBE is one of the SBC families named in this lab’s certification lesson. A certified release can be the Direct Routing SBC between Unified CM and Teams.
The tenant still needs a verified domain on the SBC FQDN, and the user still needs Teams Phone. The studio translator does not open a live AXL session. Confirm the current certified release before you build.
Webex
Teams Phone and Webex Calling are separate clouds. This lab does not describe a feature that registers a Webex Calling user into a Teams tenant.
A number move is usually a carrier port, a certified SBC, or a meetings interop product. Confirm before relying.
UCCE
Unified CCE stays the ACD until you migrate it. Microsoft’s contact-center articles name Connect, Extend, and Unify. They do not name a UCCE connector in the notes this lab cites.
