Microsoft Dynamics 365 Contact Center

See also

Sources

1. 1
   Telephony on the Azure Communication Services based voice channel is billed pay-as-you-go by Azure Communication Services, varies by country, and is charged per minute per participant for calling.

   Pricing scenarios for voice calling · introductory paragraph after the Important callout · Checked 2026-09-30
2. 2
   The deprecations article dates the restriction at September 23, 2026: starting that day, new customers of Azure Communication Services cannot acquire or port phone numbers into Azure Communication Services, while existing customers can continue during the retirement period.disputed

   Deprecations in Dynamics 365 Contact Center · 'WhatsApp channel through Azure Communication Services is deprecated', third paragraph · Checked 2026-09-30
3. 3
   The migration planning article dates the restriction at September 30, 2026: organizations without an existing Azure Communication Services resource cannot acquire or port phone numbers into Azure Communication Services after that date.disputed

   Plan migration from Azure Communication Services · 'Review the retirement schedule' table row 2; 'Plan for phone numbers' third bullet · Checked 2026-09-30
4. 4
   Microsoft advises mapping one application instance to exactly one Azure Communication Services resource and not reusing a resource across instances.

   Connect to Azure Communication Services · Important callout, first bullet · Checked 2026-09-30
5. 5
   The system requirements article states that Azure Communication Services is required for first-party voice and SMS in the voice channel in production environments.

   System requirements for Dynamics 365 Contact Center · System requirements table, 'Azure Communication Services' row · Checked 2026-09-30
6. 6
   Microsoft retires certain standalone Azure Communication Services capabilities on September 30, 2028, which affects Dynamics 365 Contact Center voice through Azure Communication Services Direct Offer or Direct Routing, SMS through Azure Communication Services, and WhatsApp through Azure Communication Services.

   Plan migration from Azure Communication Services · second paragraph; 'Understand the impact' list · Checked 2026-09-30
7. 7
   The SMS channel through Azure Communication Services was deprecated as of September 23, 2026 and is to be removed on September 30, 2028; for new SMS deployments Microsoft directs customers to SMS via Twilio or Infobip.

   Deprecations in Dynamics 365 Contact Center · 'SMS channel through Azure Communication Services is deprecated' · Checked 2026-09-30
8. 8
   The WhatsApp channel through Azure Communication Services was deprecated as of September 23, 2026 and is to be removed on September 30, 2028; WhatsApp channels configured through Twilio are not affected.

   Deprecations in Dynamics 365 Contact Center · 'WhatsApp channel through Azure Communication Services is deprecated', first two paragraphs · Checked 2026-09-30
9. 9
   If an administrator turns off all channels, any channel enabled afterwards has to be reconfigured because the previous configurations no longer work.

   Provision channels in Dynamics 365 Contact Center · 'Turn off channels' Important callout · Checked 2026-09-30
10. 10
    Bring your own carrier uses Azure Communication Services direct routing: the organization connects an Azure Communication Services resource, sets up direct routing on it with a certified session border controller, and then registers its own numbers in Dynamics 365, keeping its existing carrier and numbers.

    Bring your own carrier · opening paragraph and Prerequisites · Checked 2026-09-30
11. 11
    A session border controller serving both Microsoft Teams direct routing and Azure Communication Services direct routing may use the same port number for both but must use a different FQDN for each.

    Bring your own carrier · 'SBC best practices', first bullet · Checked 2026-09-30
12. 12
    Direct routing prerequisites include that the Dynamics 365 organization's phone number is encoded in E.164 format and that the session border controller answers the INVITE from direct routing with a 1xx SIP status code.

    Bring your own carrier · Prerequisites, fourth and fifth sub-bullets · Checked 2026-09-30
13. 13
    The voice channel does not support emergency calling when Azure direct routing is used.

    Supported cloud locations for voice channel · 'Azure direct routing' section, last sentence · Checked 2026-09-30
14. 14
    SMS is not supported on numbers brought through Azure Communication Services direct routing.

    Bring your own carrier · 'Add number' tab, Calling plans Note · Checked 2026-09-30
15. 15
    For direct routing the session border controller and its DNS server must be deployed in the same region, because Azure Communication Services hosts group calls in the region where the DNS server is deployed and a mismatch causes delay.

    Bring your own carrier · Prerequisites, last sub-bullet · Checked 2026-09-30
16. 16
    The SBC best practices for direct routing are to set 'Reset SRTP Upon Re-key' to Disable and 'Generate SRTP Keys' to Only if Required, to disable the SIP Application Layer Gateway when the SBC is behind a firewall, and to use a public IP address for the media endpoint.

    Bring your own carrier · 'SBC best practices', second and fourth bullets · Checked 2026-09-30
17. 17
    Direct routing numbers are registered in Copilot Service admin center under Channels, Phone numbers, Advanced, in the 'Bring your own number via Azure Direct Routing' section, either one at a time or by bulk CSV import.

    Bring your own carrier · 'Bring your own phone number via direct routing' steps 1-3 · Checked 2026-09-30
18. 18
    User-to-user information can be passed to Dynamics 365 over direct routing by structuring it as key-value pairs separated by semicolons, hex-encoding the whole string, and appending ';encoding=hex'.

    Bring your own carrier · 'SBC best practices', last bullet · Checked 2026-09-30
19. 19
    The channels that can be provisioned in Dynamics 365 Contact Center are chat, voice, SMS, social, and Microsoft Teams.

    Provision channels in Dynamics 365 Contact Center · list under 'You can provision the following channels' · Checked 2026-09-30
20. 20
    Client requirements are Microsoft Edge (Chromium) 79.0.309.65 or later for desktop notifications or Google Chrome, at least 4 GB of RAM, a microphone and speakers for voice, and a minimum of 4 Mbps upload and 8 Mbps download for voice and video, with 8 and 16 Mbps recommended.

    System requirements for Dynamics 365 Contact Center · System requirements table, rows 'Web browsers', 'Hardware', 'Internet bandwidth for voice and video' · Checked 2026-09-30
21. 21
    In the embedded experience, Copilot can summarize cases held in a non-Microsoft CRM and generate resolution notes, which neither the standalone experience nor Dynamics 365 Customer Service offers, while Copilot analytics and adding trusted webpages as sources are not available.

    Compare Copilot feature availability · comparison table, 'embedded experience' column, rows 'Summarize cases in non-Microsoft CRMs', 'Generate resolution notes', 'Use Copilot analytics', 'Add trusted webpages as sources' · Checked 2026-09-30
22. 22
    In the standalone experience, Copilot conversation summaries, email drafting and conversation-based prompts are available, but case-based features such as inline case summaries, asking about case data, and case-based auto prompts are not.

    Compare Copilot feature availability · comparison table, 'standalone experience' column, rows 'Generate conversation summaries', 'Write an email from Copilot help pane', 'View case summary inline on cases', 'Ask about case data', 'Use auto prompts based on case data' · Checked 2026-09-30
23. 23
    Microsoft describes Dynamics 365 Contact Center as a Copilot-first, cloud-based product that brings AI and automation to engagement channels in the CRM solution of the customer's choice.

    Dynamics 365 Contact Center overview · opening paragraph · Checked 2026-09-30
24. 24
    The embedded conversation widget lets representatives handle chat or voice conversations from a non-Microsoft CRM, and can be embedded into a web page or application that supports HTML and JavaScript.

    Set up the embedded experience in Salesforce for Dynamics 365 Contact Center · opening paragraph · Checked 2026-09-30
25. 25
    Emergency calling from the Azure Communication Services based voice channel is supported only in the United States and Puerto Rico, where the emergency number is 911.

    FAQ about the voice channel · Emergency calling, 'Does the voice channel support emergency calling?' · Checked 2026-09-30
26. 26
    The VoIP leg of a call to a Copilot Studio IVR agent is billed by Azure Communication Services and is not covered by the intelligent voice bot minutes included in the Voice Channel Add-in license.

    Pricing scenarios for voice calling · first inbound scenario, Note under the cost calculation · Checked 2026-09-30
27. 27
    Microsoft's US pricing page lists Dynamics 365 Contact Center at 110.00 USD per user per month, Dynamics 365 Contact Center Digital at 95.00 USD, and Dynamics 365 Contact Center Voice at 95.00 USD, each paid yearly.

    Dynamics 365 Contact Center Pricing · plan cards 'Dynamics 365 Contact Center', 'Dynamics 365 Contact Center Digital', 'Dynamics 365 Contact Center Voice' · Checked 2026-09-30
28. 28
    Existing SMS and WhatsApp configurations on Azure Communication Services do not migrate automatically, and current service-level agreements and commercial agreements remain in effect through September 30, 2028.

    Plan migration from Azure Communication Services · FAQ 'Will an existing SMS or WhatsApp configuration migrate automatically?' and 'Do service-level agreements or contracts change during the retirement period?' · Checked 2026-09-30
29. 29
    Citrix virtual machines are not supported with the voice channel.

    FAQ about the voice channel · Setup, 'Does voice channel work with Citrix virtual machines?' · Checked 2026-09-30
30. 30
    Microsoft does not publish a voice quality SLA for the voice channel; the SLA published for Azure Communication Services applies to it.

    FAQ about the voice channel · Call quality, 'Do you provide voice quality SLA for the voice channel?' · Checked 2026-09-30
31. 31
    A phone number can be associated with only one voice workstream, and it must be added to a voice workstream before it can be used.

    Manage phone numbers · 'Add a phone number to a voice workstream' opening paragraph · Checked 2026-09-30
32. 32
    Calling and SMS plans on a phone number cannot be changed once the number is connected to a workstream, and features already granted to a number can be upgraded but not removed.

    Manage phone numbers · 'Edit phone numbers' Important callout · Checked 2026-09-30
33. 33
    After an Azure Communication Services resource is connected in a Power Platform environment, phone numbers purchased through that resource and linked to the environment cannot be transferred or migrated to another environment.

    Connect to Azure Communication Services · Important callout, second bullet · Checked 2026-09-30
34. 34
    Provisioning channels requires the Dynamics 365 System Administrator role on the root business unit of the organization.

    Provision channels in Dynamics 365 Contact Center · Prerequisites, third bullet · Checked 2026-09-30
35. 35
    Channels are provisioned in Copilot Service admin center by selecting Channels under Customer Support, selecting Manage for Manage channels, ticking the channels to use, and selecting Save; channels without the required license show disabled checkboxes, and provisioning runs in the background for several minutes.

    Provision channels in Dynamics 365 Contact Center · 'Set up channels' steps 1-4 and following paragraph · Checked 2026-09-30
36. 36
    As of the availability table dated 2026-09-04, France, Germany and India have digital channels but no voice, GCC High has neither, and GCC Moderate has both with Azure Communication Services for voice running in the North America commercial cloud.

    International availability of Dynamics 365 Contact Center · 'Geographic location availability' table rows France, Germany, GCC High, GCC Moderate, India; footnote 1 · Checked 2026-09-30
37. 37
    The documented Salesforce embedding imports a call center definition file whose CTI Adapter URL is replaced with the embedded widget URL, then adds the Open CTI Softphone utility to the Service Console app; the CRM connection uses Salesforce API version v58.0.

    Set up the embedded experience in Salesforce for Dynamics 365 Contact Center · 'Set up the call center in Salesforce' steps 1-7 and 'Set up a softphone in Salesforce' steps 2-7 · Checked 2026-09-30
38. 38
    Dynamics 365 Contact Center itself continues to operate after September 30, 2028; only voice, SMS or WhatsApp configurations that still depend on the retired Azure Communication Services capabilities stop working, and configurations already on Teams Phone extensibility are unaffected.

    Plan migration from Azure Communication Services · FAQ 'Will Dynamics 365 Contact Center stop working on September 30, 2028?'; 'Understand the impact' table first row · Checked 2026-09-30
39. 39
    When a Teams user rejects or misses a consult or transfer call from Dynamics 365, there is no voicemail and no call forwarding, because the call is treated as a group call and Teams does not honour those settings for group calls.

    Enable voice consult with Microsoft Teams user in the voice channel · paragraph beginning 'If the Teams user rejects the call or is unavailable' · Checked 2026-09-30
40. 40
    Teams users added to calls by consult or transfer must have Teams Phone System licenses and Enterprise Voice enabled, the enhanced voice channel must be enabled, and Teams and Azure Communication Services federation must be enabled with the resource on the tenant's allowlist.

    Enable voice consult with Microsoft Teams user in the voice channel · prerequisite bullet list beginning 'The enhanced voice channel must be enabled' · Checked 2026-09-30
41. 41
    Consult with and transfer to Microsoft Teams users is available over VoIP only, does not support Teams auto attendants or call queues, and applies to Dynamics 365 Customer Service and the standalone Contact Center experience, not the embedded one.

    Enable voice consult with Microsoft Teams user in the voice channel · 'Applies to' line; first Note under 'Enable representatives to consult with Microsoft Teams users via VOIP' · Checked 2026-09-30
42. 42
    The voice channel FAQ dated 2026-04-15 states that native Teams phone numbers cannot currently be brought into the voice channel.disputed

    FAQ about the voice channel · Setup, 'Do I have to buy phone numbers from Azure Communication Services?', Note · Checked 2026-09-30
43. 43
    The Teams Phone setup associates each Teams resource account with the organization's Azure Communication Services immutable resource ID using Set-CsOnlineApplicationInstance and Sync-CsOnlineApplicationInstance with the -AcsResourceId parameter.

    Configure Teams Phone in voice channel · 'Create a Teams resource account' step 4 · Checked 2026-09-30
44. 44
    For a Direct Routing service number on Teams Phone, the resource account is assigned the number with Set-CsPhoneNumberAssignment -PhoneNumberType DirectRouting and granted an online voice routing policy so it can place calls for external-number consult and transfer.

    Configure Teams Phone in voice channel · 'Assign service number to Teams resource account', Direct Routing steps 1-2 · Checked 2026-09-30
45. 45
    The release plan lists 'Use Microsoft Teams phone in Dynamics 365 Contact Center' with public preview on Apr 30, 2025 and general availability on Sep 2, 2025.

    Use Microsoft Teams phone in Dynamics 365 Contact Center · status table, 'Public preview' and 'General availability' columns · Checked 2026-09-30
46. 46
    The release plan states that connecting Teams Phone numbers removes the need for customers to bring their own Azure Communication Services resource.

    Use Microsoft Teams phone in Dynamics 365 Contact Center · 'Business value' section, last sentence · Checked 2026-09-30
47. 47
    The Teams Phone configuration article says an existing Microsoft Teams Phone system can be integrated with the voice channel, with PSTN connectivity through Teams Calling Plan, Operator Connect, or Direct Routing, and that with a Teams Calling Plan only service numbers are supported.disputed

    Configure Teams Phone in voice channel · Prerequisites, 'PSTN connectivity' bullet and closing Note · Checked 2026-09-30
48. 48
    A Teams resource account is required for every phone number used with Dynamics 365 Contact Center through Teams Phone, and the resource account must be assigned a license before a service number is assigned to it.

    Configure Teams Phone in voice channel · 'Create a Teams resource account' first sentence; 'Assign license to Teams resource account' · Checked 2026-09-30
49. 49
    The documented Teams Phone sequence is: provision the voice channel; create a Teams resource account bound to the Dynamics 365 application; license the resource account; assign it a Calling Plan, Direct Routing or Operator Connect service number; select Sync from Teams on the Teams phone system tab of Manage telephony; create a workstream; add a voice channel for the number.

    Configure Teams Phone in voice channel · section order: Prerequisites; 'Create a Teams resource account'; 'Assign license...'; 'Assign service number...'; 'Configure Teams Phone in the voice channel' steps 1-7 · Checked 2026-09-30
50. 50
    Synchronizing Teams phone numbers into Dynamics 365 Contact Center requires the Teams Administrator or Teams Telephony Administrator role and the delegated Graph permission TeamsResourceAccount.Read.All with admin consent.

    Configure Teams Phone in voice channel · Prerequisites, last bullet and its sub-bullets · Checked 2026-09-30
51. 51
    Availability is determined by the geographic region of the Microsoft 365 tenant, not by the data center where the Power Platform environment or organization instance resides.

    International availability of Dynamics 365 Contact Center · 'Geographic location availability', first paragraph · Checked 2026-09-30
52. 52
    A third-party voice provider can be used with Dynamics 365 Contact Center through the Dynamics 365 Channel Integration Framework 2.0 connector; Microsoft names Genesys Engage, Solgari and NICE inContact as examples.

    FAQ about the voice channel · Setup, 'Can I configure a third-party voice provider in Dynamics 365 Contact Center?' · Checked 2026-09-30
53. 53
    Microsoft's voice and provisioning articles scope their content with an Applies-to line naming three experiences: Dynamics 365 Contact Center embedded, Dynamics 365 Contact Center standalone, and Dynamics 365 Customer Service.

    Provision channels in Dynamics 365 Contact Center · 'Applies to' line under the title · Checked 2026-09-30
54. 54
    Microsoft names Microsoft Teams Phone extensibility the strategic voice platform for Dynamics 365 Contact Center, and customers using voice telephony through Azure Communication Services must migrate to it before September 30, 2028.

    Plan migration from Azure Communication Services · third paragraph; 'Choose a voice migration path' first sentence · Checked 2026-09-30
55. 55
    Only United States phone numbers can be acquired directly from the in-product Add ACS number dialog; numbers for other regions must be purchased in Azure Communication Services and then synced to Dynamics 365 Contact Center.

    Manage phone numbers · 'Acquire new phone numbers' step 4a Note · Checked 2026-09-30
56. 56
    The native voice channel in Dynamics 365 Contact Center and Customer Service is built on Azure Communication Services.

    Introduction to the voice channel · 'Native platform' section · Checked 2026-09-30
57. 57
    The voice channel supports the G.711 and Opus codecs for PSTN and VoIP services.

    FAQ about the voice channel · Setup, 'What codecs are implemented in the voice channel?' · Checked 2026-09-30
58. 58
    The voice channel is installed after the provision-channels steps by setting the Add voice toggle to Yes in the Voice section and selecting the Voice and SMS Terms checkbox.

    Install the voice channel in Dynamics 365 Contact Center · 'Install the voice channel' steps 1-3 · Checked 2026-09-30
59. 59
    The documented voice migration paths are: Azure Communication Services Direct Offer to Teams Calling Plan; Azure Communication Services Direct Routing to Teams Direct Routing, which keeps existing carrier and session border controller investments; or Azure Communication Services Direct Routing to Operator Connect.

    Plan migration from Azure Communication Services · 'Choose a voice migration path' table · Checked 2026-09-30
60. 60
    The voice channel is supported only in the Copilot Service workspace app and not in other Dynamics 365 apps.

    FAQ about the voice channel · General, first question · Checked 2026-09-30

Documents

Cite this page

WarmTransfer. (2026, September 30). Microsoft Dynamics 365 Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/dynamics-365-contact-center

@misc{warmtransfer-dynamics-365-contact-center,
  title  = {Microsoft Dynamics 365 Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/dynamics-365-contact-center},
  note   = {Verified 2026-09-30}
}