Integrating Dynamics 365 Contact Center with Azure Communication Services (ACS)
As mentioned in my previous blog post about Azure prerequisites, there are two options for setting up Azure Communication Services (ACS) : Create a new resource , or Use an existing resource ⚠️ Note: ACS must be configured before you can purchase a phone number. ✅ Prerequisites Before Integration Ensure the following components are set up: Azure Subscription Resource Group Azure Communication Service (ACS) Event Subscriptions: One for Incoming Calls One for Recording (Optional) One for SMS , if you're using SMS functionality Application User: The application user or its owner must have at least Contributor permission on the ACS resource Without this permission, you won't be able to create event subscriptions or link ACS to D365 Contact Center 🔁 Steps to Integrate Dynamics 365 Contact Center with ACS In Dynamics 365 , go to: Customer Support > Channels > Manage in Phone Numbers Click Get Started In the Azure Commun...