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Advanced: Connect using an existing Azure resource

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  • 6 minutes to read

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.

You can use an existing Azure resource from any of your Azure subscriptions, available under any tenant, to connect with voice or SMS channels. If you had previously disconnected a resource and want to use it now, you can do so using this option.

Prerequisites

Before you connect an existing Azure resource to Azure Communication Services, you must perform the following steps.

  • Check whether the Get started button to connect to an existing Azure resource is visible on the Phone numbers page. The Get Started button appears only in the following scenarios.
  • Get the name and ID of your Azure resource from the Azure portal. To get the resource name and ID, open your resource on the Azure portal, go to Settings > Properties. Note the values of the Id and Resource name fields.
  • Get the connection string of your Azure resource from the Azure portal. More information: Access your connection string and endpoints
  • Get the application (client) ID and tenant (directory) ID for your registered app. More information: Get application and tenant IDs

Connect using an existing Azure resource

  1. In Dynamics 365, go to one of the admin apps, and perform the following steps.
    1. In the site map, select Channels in Customer support. The Channels page appears.
    2. Select Manage for Phone numbers.
  2. Select Use existing resource.
  3. In the Use existing resource dialog, fill in the following fields using the resource details retrieved from the Azure portal.
    • ACS Resource Name: Enter the resource name.
    • ACS Resource ID: Enter the resource ID.
    • Connection string: Enter the connection string.
    • Event grid app ID: Enter the application (client) ID.
    • Event grid app tenant ID: Enter the tenant (directory) ID.
  4. Select Connect. Your existing resource is now connected to Azure Communication Services.
  5. Select Add number. The Add phone number page is displayed.
  6. Add a new phone number. More information: Acquire new phone numbers

You can now configure the voice workstream settings for the phone number, set up inbound and outbound calling, and also enable recording and SMS services.

Enable call recording and SMS services

Azure Communication Services integrates with Azure Event Grid to send real-time event notifications for chat, telephony, SMS, video, and voice-calling events. The Azure Event Grid, in turn, uses event subscriptions to route event messages to subscribers. More information: Event Grid

So, to enable call recording and SMS services, you must configure your applications to listen to Azure Communication Services events by registering event grid system topics, and then subscribe to the specific recording or SMS events by creating Event Grid subscriptions on the Azure portal. More information: System topics in Azure Event Grid

Note

  • When you connect your event subscription, you must use the same application ID and directory ID for the app registration as you did when you first connected to your Azure resource. To check which app ID and directory ID you used, select the filter icon in the top right and search for communication provider setting entries.
  • You can only set one web hook endpoint at a time using the following procedure, so if you'd like to enable both the services, you must run the procedure two times to set the respective web hook endpoints.
  1. Open the Event Grid System Topics service on the Azure portal.
  2. Create and deploy an event grid system topic. More information: Create a system topic
  3. On the Event Grid System Topic page that's created, select the Subscription link.
  4. In the resource subscription page, select Settings > Resource providers, and then check if the Microsoft.EventGrid provider is listed as Registered. If the event grid is not registered, select the record, and then select Re-register to register it.
  5. Open the resource on the Azure portal, go to Events, and select Event Subscription.
  6. In the Create Event Subscription dialog, enter the following details in the Basic tab.
    • Name: Enter a name for the recording event subscription.
    • Event Schema: Select Event Grid Schema from the dropdown list.
    • Topic Types: Select Azure Communication Services from the dropdown list.
    • Subscription: Select your subscription from the dropdown list.
    • Resource Group: Select the resource group.
    • Resource: Select the resource.
    • System Topic Name: This field is automatically populated with the system topic name you created. However, if you see multiple values, select the specific system topic name from the dropdown.
    • Filter to Event Types: For recording services, select the Recording File Status Updated (Preview) option from the dropdown list.
    • Endpoint Type: Select Web Hook from the dropdown list.
    • Endpoint: Select Select an endpoint and in the Select Web Hook dialog that opens, enter the recording or SMS web hook endpoint as follows.
      • To enable recording services, get the Recording Web Hook Endpoint and paste the value in the Subscriber Endpoint field, and select Confirm Selection. More information: Get the Recording Web Hook Endpoint
      • To enable SMS services, get the SMS Web Hook Endpoint and paste the value in the Subscriber Endpoint field, and select Confirm Selection. More information: Get the SMS Web Hook Endpoint
  7. Go to the Additional Features tab, select the Use AAD authentication checkbox, and enter the following details.
    • AAD Tenant ID: Enter the tenant (directory) ID of your Azure resource.
    • AAD Application ID or URI: Enter the application (client) ID of your Azure resource.
  8. Select Create to create the event subscription endpoint for recording. This might take some time, so if you get a sync error, try refreshing after some time.

For information about enabling call recording and transcription for a voice workstream in Omnichannel for Customer Service, see Configure call recording and transcription.

Get application and tenant IDs

  1. Open the App registrations page on the Azure portal in a separate window or tab. If you're registering your app on the Azure portal for the first time, then do the following.
    1. On the Register an application page, enter the following details.
      • Name: Enter a name for your application.
      • Supported account types: Select Accounts in any organizational directory (Any Azure AD directory - Multitenant).
    2. Select Register.
  2. Select the value of the Application (client) ID field, select the Copy to clipboard button, and then note the value.
  3. Select the value of the Directory (tenant) ID field, select the Copy to clipboard button, and then note the value.

Get the subscriber endpoint for recording

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

    1. In the site map, select Channels in Customer support. The Channels page appears.
    2. Select Manage for Phone numbers.

  2. In the Phone numbers page that opens, select a phone number, and then select Advanced.

  3. In the Manage Azure Communication Services page that opens, select Copy next to Recording Web Hook Endpoint and note the value.

Get the subscriber endpoint for SMS

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

    1. In the site map, select Channels in Customer support. The Channels page appears.
    2. Select Manage for Phone numbers.

  2. In the Phone numbers page that opens, select a phone number, and then select Advanced.

  3. In the Manage Azure Communication Services page that opens, select Copy next to SMS Web Hook Endpoint and note the value.

See also

Overview of the voice channel
Manage phone numbers
Connect to Azure Communication Services
Connect using a new Azure resource
Set up outbound calling
Set up inbound calling
Bring your own carrier
Integrate third-party IVR systems with voice channel