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GOSilvioHuckel-3348 asked ajkuma-MSFT commented

Joining an ACS Bot Call using Azure.Communication.CallingServer library

Hi,
I was wondering if it is possible to join an Azure Bot PSTN Call (Microsoft Bot Framework with PSTN telephony channel enabled) using the library Azure.Communication.CallingServer.

Here is the use case:
A customer dials a number and is greeted by a Bot. The Bot selects an agent from a telephone number list and calls his number. In the mean time, the customer is put on hold and as soon as the bot finds an available agent, the calls are interconnected.

I have been playing with Azure.Communication.CallingServer, which is great to initiate calls and add participants to a call.
The method JoinCall seems to be what I’m looking for. This method requires, among other inputs, a serverCallId.
From what I understand, the EventGrid ACS event Microsoft.Communication.CallStarted might provide the coveted input.
Unfortunately, it seems that this event is only available for ACS VoIP users.

Do you know of any another way to retrieve this id? Or maybe a completely different approach to this use case?

Any help would be very much appreciated.
Cheers,
Silvio Huckel



azure-bot-serviceazure-communication-services
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@GOSilvioHuckel-3348, Thanks for the great question. I'm checking on this internally with our ACS product engineering team and will get back to you shortly.

Much appreciate your valuable feedback. Thanks for your patience!

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GOSilvioHuckel-3348, Apologies for the delay from over the weekend. Just to update, I'm in discussion with the ACS PG team, as soon as I have an update I'll share here. Thanks for your patience!

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1 Answer

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ajkuma-MSFT answered ajkuma-MSFT commented

@GOSilvioHuckel-3348, Apologies for the delay in responding back. I just heard back from our product team.

Currently it is not possible to receive an inbound PSTN call to ACS, however our product engineering team is actively working on it.

The product team mentioned that we still do not have a concrete ETA to share yet.
Apologies for any inconvenience. We appreciate your patience in this matter.

As a side note, Azure Communication Services Job Router solves the problem of matching supply with demand.
A real-world example of this is matching call center agents (supply) to incoming support calls (demand).
--The Job Router feature/functionally described in the doc section is currently in private preview.


If you wish you may share your feedback on the below URLs- for visibility and tracking.

-https://github.com/Azure/Communication/issues
-Azure Uservoice general feedback

  • All of the feedback you share on the Uservoice will be monitored and reviewed by the Microsoft engineering teams responsible for building Azure. Users with a similar request can up-vote the post and add their comments, as well.

--Please be rest assured, I have also relayed your feedback on this internally with our product engineering team. Thanks for your valuable feedback!



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Hi @ajkuma-MSFT,

Thank You for your feedback.

I'm not sure I fully understand the assertion:

Currently it is not possible to receive an inbound PSTN call to ACS

Currently we are already using inbound PSTN calls to ACS through Direct Routing. Do you mean that it is not possible to join an ongoing call using Azure.Communication.CallingServer ?


As for JobRouter, we are well aware of this feature as we are part of the TAP ;)

Thanks again for your answer.


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ajkuma-MSFT avatar image ajkuma-MSFT GOSilvioHuckel-3348 ·

Thanks for the follow-up and sharing additional info. Apologies for any confusion.

Yes, that is correct. Just specifically on this API and SDK which are currently being enhanced.


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