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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / How to use/show the di...
Service | Customer Service, Contact Center, Fie...
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How to use/show the different Provider/Vendor number as outbound number over the call?

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Posted on by Fameeda Yaseen 451
We are working with a customer on the implementation of their contact center voice channel, which will support both inbound and outbound calls.
Here are their key requirements:
  • They plan to purchase a new toll-free number for inbound calls.
  • For outbound calls, they want to continue using their existing main number.
  • The existing main number is currently with RingCentral, and they do not wish to change the vendor or port the number.
  • When making outbound calls, they want the same RingCentral main number to be displayed to customers as the caller ID.
Please let us know how we can proceed to ensure these requirements are met seamlessly.
 
 
What is the Best way to implement this Use Case. Please let us know how we can proceed to ensure these requirements are met seamlessly. Please share the helping material regarding this area?
 
Categories:
Dynamics 365 Product Visualize
Dynamics 365 Customer Service
Dynamics 365 Remote Assist
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  • Suggested answer
    Saif Ali Sabri Profile Picture
    Saif Ali Sabri 2,463 Moderator on at
    “AI was used in this reply”.

    To meet the customer’s requirements for inbound and outbound calling in Dynamics 365 Contact Center Voice, while keeping RingCentral as the outbound provider, follow these steps:

    1. Understanding the Requirements & Constraints

    ✅ Inbound Calls

    • A new toll-free number will be purchased and managed within Dynamics 365 Contact Center Voice (via Azure Communication Services - ACS).
    • This number will be used for customers calling into the contact center.

    ✅ Outbound Calls

    • Calls should appear as coming from their existing RingCentral main number (not a new Dynamics 365/ACS number).
    • RingCentral should remain the outbound service provider (no number porting required).
    • Caller ID should display the RingCentral number when agents make outbound calls from Dynamics 365.

    🚨 Challenge:
    By default, Dynamics 365 Contact Center Voice (via ACS) assigns its own outbound number. To ensure calls originate from RingCentral, an integration is required.

    2. Recommended Solution Approach

    Option 1: Configure a SIP Trunk/Direct Routing with RingCentral (Recommended)

    🔹 Overview:

    • Instead of placing outbound calls through Azure Communication Services (ACS), route them through RingCentral's SIP trunk using Direct Routing.
    • Calls made in Dynamics 365 Contact Center will be routed through RingCentral, ensuring the existing main number appears as the caller ID.

    🔹 Implementation Steps:

    1. Set up a SIP trunk between Dynamics 365 Contact Center Voice and RingCentral.

      • This requires enabling Direct Routing in Azure Communication Services (ACS).
      • RingCentral must support SIP-based outbound call routing from an external system (confirm with RingCentral support).

    2. Configure Outbound Call Routing in Dynamics 365

      • In Dynamics 365 Customer Service Admin Center, navigate to:
        Admin Center → Voice → Outbound Calling Configuration
      • Set RingCentral as the preferred outbound trunk.


        •  

    3. Configure Caller ID Settings in RingCentral

      • In RingCentral Admin Console, ensure that the main number is assigned as the Caller ID for outbound calls from the SIP trunk.

    🔹 Pros of This Approach:
    ✔ Outbound calls will appear with the existing RingCentral number.
    ✔ No need to port numbers or change outbound provider.
    ✔ Seamless integration with Dynamics 365 Contact Center Voice.

    🚨 Potential Challenges:

    • SIP trunk licensing/costs: RingCentral may charge extra for Direct Routing.
    • Configuration effort: Requires IT admin expertise in SIP and Direct Routing setup.

    Option 2: RingCentral Softphone Integration with Dynamics 365

    🔹 Overview:

    • Instead of making outbound calls directly from Dynamics 365 Voice, agents can use RingCentral’s softphone (or web app), but keep Dynamics 365 for call tracking and CRM integration.

    🔹 Implementation Steps:

    1. ntegrate RingCentral with Dynamics 365

      • Use the RingCentral for Dynamics 365 integration (available in the Microsoft AppSource).
      • This integration enables click-to-call from Dynamics 365, using the RingCentral softphone to place calls.

        •  

    🔹 Pros of This Approach:

    ✔ No SIP trunking required (simpler to implement).
    ✔ Uses RingCentral’s existing infrastructure for outbound calls.
    ✔ Works with existing phone hardware and softphone apps.

    🚨 Potential Challenges:

    • Agents must use two systems: One for Dynamics 365 CRM, and another (RingCentral app) for actual dialing.
    • Not a true direct integration—calls aren’t routed through Dynamics 365 directly.

    3. Best Option to Choose

    Feature Option 1: SIP Trunking with RingCentral (Direct Routing) Option 2: RingCentral Softphone Integration
    Caller ID Compliance ✅ Uses RingCentral’s main number ✅ Uses RingCentral’s main number
    Seamless Agent Experience ✅ Single system (Dynamics 365) ❌ Requires switching to RingCentral app
    Ease of Setup ❌ Requires SIP configuration ✅ Quick integration (via AppSource)
    Cost 🔸 SIP trunking fees may apply ✅ No extra costs
    Best for Companies with IT support for SIP configuration Companies looking for a quick, low-cost solution
     

    🔹 Recommended Approach:

    • If the customer wants a fully integrated experience: Option 1 (SIP Trunking with RingCentral) is best.
    • If the customer prefers a quick and easy setup: Option 2 (RingCentral Softphone Integration) is a viable workaround.

    4. Helpful Resources & Documentation

    For SIP Trunking / Direct Routing Setup

    For RingCentral Dynamics 365 Integration

    Next Steps

    ✔ Confirm if the customer prefers SIP trunking or RingCentral softphone integration.
    ✔ Engage RingCentral support to validate SIP trunking capabilities.
    ✔ Set up a test environment and verify outbound calls display the correct Caller ID.

    Would you like detailed SIP trunk configuration steps or guidance on testing the integration?

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