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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Outbound calls for Con...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Outbound calls for Contact Center using Teams Phone Extensibility

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Posted on by Kilian Tyncke 6
I have recently implemented Teams Phone Extensibility for the first time for a new customer. 
We are now in acceptance phase, and apparently the customer service employees are now unable to make outbound calls from Customer Service Workspace stating an error "Voice calls are not enabled for your account. Please contact your administrator to enable Teams Enterprise Voice."

So - for inbound calls using in the Customer Service Workspace using Dynamics 365 Contact Center through Teams Phone Extensibility, customer service employees don't need a Teams Phone System license, but for outbound calls they do?
 
I can't find any relating documentation in the Learn nor Documentation platforms. 

This is a pretty significant change as this impacts licensing costs quite a bit - so important to factor in if this is the case. 

Gratitude to any able to provide insight!
 
Kind regards
Kilian Tyncke
Categories:
Dynamics 365 Contact Center
I have the same question (1)
  • Suggested answer
    Goloknath Profile Picture
    Goloknath 1,909 User Group Leader on at
    Yes, your agents require a Teams Phone license and must be "Enterprise Voice" enabled to make outbound calls.

    While it may appear that inbound calls work without this license, that is typically due to how the call is routed through the Resource Account. However, for outbound dialing, the system enforces a stricter check on the user's identity.

    Why Inbound Works but Outbound Fails
    The discrepancy you're seeing comes down to "Ownership" of the call:
    • Inbound Calls: These are technically routed to a Teams Resource Account first. The "extensibility" logic then delivers that call to the agent via the Azure Communication Services (ACS) SDK used by the Dynamics workspace. Because the Resource Account "owns" the PSTN entry point, the agent is essentially just a participant being added to a session.
    • Outbound Calls: When an agent initiates a call, they are acting as the "dialer." Microsoft’s telephony stack performs a check to see if the initiating identity (the agent's Entra ID) has the EnterpriseVoiceEnabled attribute set to true. If they don't have a Teams Phone Standard (or E5) license, this attribute cannot be enabled, and the call is blocked before it even hits the Resource Account for routing.
    Documentation Gap
    The reason you aren't finding this in the standard "Dynamics 365 Customer Service" docs is that this specific integration falls under the Azure Communication Services (ACS) / Teams Interop documentation. You can find more granular details in the Teams Phone Extensibility FAQ on the Microsoft Learn platform under Azure Communication Services.
     

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