Table of contents
When you create a free Dynamics Customer Service trial, you will get sixty minutes of PSTN Calls (US Toll-free Numbers).
After 60 minutes, you can bring your SIP-Trunk via Azure Communication Services or buy a dialing plan via Microsoft.
If you are in Europe, you must go with the SIP-Trunk integration. This is a straightforward and menu-based setup. Your SIP-Trunk provider should give you an FQDN of "your" Session Border Controller and a Port.
Even though direct routing in Azure Communication Services is still in preview, Microsoft fully supports it on a GA level if you use it with Dynamics 365 Customer Service Enterprise.
Figure 1: Microsofts disclaimer
Azure Communication Services
First, go to your OmniChannel Admin Center.
In the site map, select Phone numbers in General settings.
Figure 2: Click on "Get Started" to
create a new resource
select your Azure Subscription
select a new resource group or create a new one.
Give the new resource a meaningful name.
Figure 3: Create a new resource.
Leave the Omnichannel Admin Center window open, open another tab for the Azure Portal, and configure the SBC/Port for Direct Routing.
Figure 4: Create a new Session Border Controller Configuration
Figure 5: enter SBC FQDN and Port
Figure 6: and a number pattern for outbound
Go back to your Omnichannel Admin Center tab and configure your phone numbers.
Figure 7: Add Phone Numbers - part 1
Figure 8: Add Phone Numbers - part 2
Figure 9: Add Phone Numbers - part 3
Figure 10: Add Phone Numbers - part 4
SMS is not supported with direct routing
if you are deploying for production, you should go for a carrier with post-paid contracts and a managed SBC Solution on the carrier site. Here you will get an FQDN and Port of the Carrier side, and you are done.
For example, I will describe how to configure a development direct routing connection via TELNYX.
Add a Sip Connection
Create a new sip connection via Voice, SIP Routing, and select MS Teams SBC.
Figure 11: Create a new SIP Connection
Assign a number to the Telnyx SBC Connection
You are now required to assign a Number to the Azure Communications Resource connection you created.
If you have not done so, you'll need to purchase a number from Telnyx.
Once you have a number, navigate to the Numbers page of your Telnyx Mission Control Portal and assign your Azure Communications Resource connection to the desired DID, as shown below.
Figure 12: Assign numbers
Add your SIP Connection to your Outbound Voice Profile
Create an Outbound Voice Profile and assign it to the connection you created above.
Figure 13: Assign Outbound Voice Profile
Test the implementation.
Configure some workstreams with the newly created numbers and test inbound and outbound calls.
Consider the following additional kick-starters: