FAQ about the voice channel

Publisher

Microsoft

URL

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel-faqs

Published

2026-04-15

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

• 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. in context
• Citrix virtual machines are not supported with the voice channel. in context
• Microsoft does not publish a voice quality SLA for the voice channel; the SLA published for Azure Communication Services applies to it. in context
• The voice channel FAQ dated 2026-04-15 states that native Teams phone numbers cannot currently be brought into the voice channel. disputed in context
• 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. in context
• The voice channel supports the G.711 and Opus codecs for PSTN and VoIP services. in context
• The voice channel is supported only in the Copilot Service workspace app and not in other Dynamics 365 apps. in context

Cite this source record

APA

WarmTransfer. (2026, April 15). FAQ about the voice channel. WarmTransfer. https://warmtransfer.net/knowledge/sources/ms-learn-d365-voice-faq

BibTeX

@misc{warmtransfer-ms-learn-d365-voice-faq,
  title  = {FAQ about the voice channel},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/ms-learn-d365-voice-faq},
  note   = {Microsoft, accessed 2026-09-30}
}