Edit

Share via

Supported cloud locations for voice channel

  • Article

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

See also

Overview of the voice channel
FAQ about the voice channel in Omnichannel for Customer Service