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.

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✅ 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

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🔁 Steps to Integrate Dynamics 365 Contact Center with ACS

1. In Dynamics 365, go to:
   Customer Support > Channels > Manage in Phone Numbers

2. Click Get Started
   
   

   
   
   

3. In the Azure Communication Service tab, choose to:

   • Create a new ACS resource, or
     
     

     
     
     

   • Use an existing ACS resource
     
     

     
     
     

4. Once the ACS resource is linked or created, Dynamics 365 will display the following Webhook Endpoints:

   • Incoming Calls

   • Recording Events

   📋 Copy these URLs for use when setting up Event Grid.

   
   
   

    

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⚙️ Configure Event Grid in Azure

5. In the Azure Portal, search for Event Grid and create a System Topic:

• Link this topic to the ACS resource you created earlier.
  
  

  
  
  
  
  
  
  

6. Create Event Grid Subscriptions for:

   • Incoming Calls

   • Recording Events

   • (Optional) SMS events

7. For each subscription:

   • Provide a descriptive name
     (e.g., IncomingCallSubscription, RecordingStatusSubscription)

   • Select the appropriate Event Type:

     • IncomingCall

     • RecordingFileStatusUpdated

   • Paste the corresponding Webhook URL from Dynamics 365
     
     

     
     
     

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🔐 Enable Microsoft Entra Authentication

8. Before creating each subscription:

   • Go to the Additional Features tab

   • Enable: ✅ Use Microsoft Entra Authentication

9. Fill in the required authentication details:

   • Tenant ID – your Azure AD tenant ID

   • Application ID – the Application (Client) ID of the application user created in D365

⚠️ Important: Ensure the application user—or its owner—has Contributor access on the ACS resource. Without it, the subscription creation will fail.

 

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🏁 Final Step: Purchase Number & Complete Setup

10. Once your Event Grid subscriptions are successfully created:

• Purchase a phone number in ACS

• Complete the contact center configuration in Dynamics 365

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✅ Your Dynamics 365 Contact Center is now ready to go!