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DeWaeleSteven-3995 avatar image
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DeWaeleSteven-3995 asked Grmacjon-MSFT edited

Can Azure Communication Services route to different apps (Dynamics omnichannel instances)

We have a scenario where we would have multiple Dynamics 365 omnichannel instances using the same phone number.
Could Azure Communication Services be used to get the call, run an IVR bot on it and route the call based on input to the correct Dynamics 365 omnichannel instance?

Kind Regards,
Steven

azure-communication-services
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1 Answer

Grmacjon-MSFT avatar image
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Grmacjon-MSFT answered Grmacjon-MSFT edited

Hi @DeWaeleSteven-3995,

Yes, you should be able to achieve your scenario in Azure Communication Services using the same phone number. Here is a sample you can use https://github.com/microsoft/botframework-telephony

Hope that helps. Please let us know if you have further questions.

Thanks,
Grace

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