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Connect Voice Channel to using an existing Azure Communication Services (ACS) Resource Dynamics 365 Customer Service

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#acsdirectrouting

#azureadapp

#azurecommunicationservices

#callrecording

#voicechannel

Dynamics 365 Customer Service

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Mar 16, 2023

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  • The article discusses the process of setting up a voice channel in Dynamics 365 using Azure Communication Service (ACS) Direct Routing.
  • The author explains how to reuse the same ACS resource in a new environment, such as the UAT environment.
  • The key steps for reusing the ACS resource include installing the Voice Channel in the new environment and registering a new App in Azure Active Directory.
  • The article also provides instructions on connecting to ACS in the new environment by entering the details of the existing ACS, such as name, ID, and Connection String, as well as the App ID and App Tenant ID.
  • If the feature of call recording is desired, the author suggests reusing the existing Event Grid System Topics created for the Dev environment by creating a new Event Subscription for it.
  • The article provides guidance on copying and specifying the webhook endpoint for the new event subscription in the UAT/New environment.
  • Additional steps for configuring a new phone number, voice channel, and workstream are mentioned in the article.
  • The author concludes by mentioning that multiple environments can use the same ACS resource with different numbers and call recording by creating/registering a new Azure AD app for each environment and setting up a new Event Subscription for the existing Event Grid System Topics.Please refer to the blog post for the complete content: https://nishantrana.me/2022/10/17/how-to-set-up-omnichannel-voice-using-azure-communication-service-acs/

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