Hi everyone,
we have a voice bot in Dynamics 365 Contact Center with Copilot Studio. The inbound phone number is on Teams Phone, set up via Teams Phone Extensibility (TPE) following this tutorial:
https://learn.microsoft.com/en-us/dynamics365/contact-center/administer/configure-teams-phone-in-voice-channel
Call flow: PSTN > carrier > SBC > Teams Phone > ACS > Copilot Studio agent.
The problem we want to debug: audio artifacts (noise, crackling) of almost every inbound call.
Microsoft support told us to enable ACS Call Diagnostics:
https://learn.microsoft.com/en-us/azure/communication-services/concepts/voice-video-calling/call-diagnostics
But this needs Diagnostic Settings on the ACS resource, and we cannot find this resource anywhere in our Azure tenant. Even Global Admin doesn't see it. We searched also by the Immutable Resource ID from the Dynamics admin center, also nothing.
Then I found this in the docs:
"...it eliminates the need for customers to bring their own Azure Communication Services resource."
https://learn.microsoft.com/en-us/dynamics365/release-plan/2025wave1/service/dynamics365-contact-center/use-teams-phone-contact-center
So in TPE setup the ACS resource is hosted by Microsoft, not by us. We tested also in our own internal tenant, same result. For direct ACS phone numbers the resource IS visible. For Teams Phone numbers, not visible.
So my question is: how to get ACS-side call telemetry (jitter, packet loss, MOS, codec events) when we have no access to the resource?
- Is there another diagnostic tool for TPE setups?
Any ideas or experience would be appreciated. Thanks!
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