Bring your own carrier

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Azure direct routing (preview) enables you to connect your existing telephony infrastructure with Azure so that you can retain your existing carrier and phone numbers, and streamline inter-office call transfers.

Prerequisites

• Connect to an Azure Communication Services resource to bring in your carrier via Azure direct routing. You must then set up Azure direct routing for the connected Azure resource.
• Be familiar with the following concepts:
  • Azure Communication Services
  • Azure direct routing (preview)
• Ensure that the following settings are in place to enable your carrier to work with Azure Communication Services.
  • Check your Azure direct routing infrastructure requirements.
  • Get a certified Session Border Controller (SBC).
  • Connect the SBC to Azure Communication Services.

Bring your own phone number via Azure direct routing

1. In Dynamics 365, go to one of the admin apps, and perform the following steps.

   Customer Service admin center

   1. In the site map, select Channels in Customer support. The Channels page appears.

   2. Select Manage for Phone numbers.

   Omnichannel admin center

   In the site map, select Phone numbers in General settings.

2. Select Advanced on the menu.

3. Select Add Number for Bring your own number via Azure Direct Routing (preview).

4. In the Add your own phone number dialog, enter the following details.

   • Phone number: Indicates the phone number that you own and have configured in your SBC.
   • Carrier: Indicates the carrier to which the phone number belongs. If the carrier doesn’t exist yet, you can create a new record.
   • Country/Region: Select the country or region the phone number belongs to.
   • Number type: Select whether toll-free or a local phone number.
   • Calling plans: Select whether you can make or receive calls on the phone number.

     Note

     SMS is not supported with Azure direct routing (preview).

5. Select Add number.

The new phone number will be displayed in the Phone numbers list and is ready for setup. You can now connect it to a voice workstream, configure outbound calling, or even assign it to an agent.

See also

Overview of the voice channel
Manage phone numbers
Set up outbound calling
Set up inbound calling
Connect to Azure Communication Services
Integrate a third-party IVR system with voice channel
Supported cloud locations, languages, and locale codes