Bring your own carrier

Publisher

Microsoft

URL

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel-bring-your-own-number

Published

2026-05-27

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

Proprietary; Microsoft Learn terms of use; no-redistribution; short excerpts and locators only

Source notes citing this source

• 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. in context
• 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. in context
• 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. in context
• SMS is not supported on numbers brought through Azure Communication Services direct routing. in context
• 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. in context
• 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. in context
• 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. in context
• 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'. in context

Cite this source record

APA

WarmTransfer. (2026, May 27). Bring your own carrier. WarmTransfer. https://warmtransfer.net/knowledge/sources/ms-learn-d365-voice-byo-carrier

BibTeX

@misc{warmtransfer-ms-learn-d365-voice-byo-carrier,
  title  = {Bring your own carrier},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/ms-learn-d365-voice-byo-carrier},
  note   = {Microsoft, accessed 2026-09-30}
}