Dynamics 365 Omnichannel Voice Support for Non Supported Countries

(0) Share

Report

Posted on by D365EL

290

Hello Community,

Does anyone know the answers to the following?

We are currently assessing a D365 Omnichannel implementation using the Voice channel for a customer. The customer has global contact center locations. We are looking into using “Azure Communication Services Direct Routing” to cover those global regions that are not currently supported for the first party voice by Microsoft Azure Communication Services (ACS).

- Is ACS Direct Routing still in public preview?

- When is it expected to be in GA for Production use?

- When using direct routing and bringing the carrier – how does outbound calling work?

- Will a number need to be provisioned via ACS with Microsoft as a carrier to be used for outbound?

Thank you!