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Connect to Azure Communication Services

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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.

The voice channel in Omnichannel for Customer Service is built over Azure Communication Services. This capability lets you provision phone numbers for your business by connecting to Azure Communication Services. However, to acquire phone numbers, you must first establish connection with Azure Communication Services. You can do this in the following ways:

You can also import phone numbers or connect your existing telephony infrastructure with Azure.

Note

  • After you've connected to a resource in a Power Platform environment, the phone numbers purchased via the resource that are linked to the Power Platform environment can't be transferred or migrated to another environment.
  • You can't reuse Azure Communication Services resources across multiple instances. Map one Omnichannel for Customer Service instance only with one Azure Communication Services resource for optimal performance and to avoid issues.
  • We recommend that you test your network before connecting to Azure Communication Services.

See also

Overview of the voice channel
Connect using a new Azure resource
Connect using an existing Azure resource
Import phone numbers
Disconnect from Azure Communication Services
Manage phone numbers
Set up outbound calling
Bring your own carrier
Integrate a third-party IVR system with voice channel