Solutions · Telephony for Dynamics 365
Telephony for Dynamics 365 Contact Center
We connect your numbers and your operator to the voice channel in Dynamics 365 Contact Center, with Teams Direct Routing and an SBC from AudioCodes. Now that Microsoft is retiring Azure Communication Services (ACS) as a standalone service, we also help you move to Teams Direct Routing in good time.
What we do
The voice channel in Dynamics 365, with your own numbers
Dynamics 365 Contact Center, which was often called Omnichannel, has a built-in voice channel. Calls are distributed with the same routing as chat and other digital channels, and agents answer directly in Copilot Service workspace with the customer’s case in front of them.
Telephony can be connected in several ways. With Direct Routing you keep your operator and your numbers, and a certified SBC connects the phone network to Microsoft. That is where we come in: we design, install and run the SBC and the connection, and test that everything works before you go live.
What’s included
- Inventory of numbers, queues and routing
- An AudioCodes SBC certified for Teams
- Teams Direct Routing with your numbers and your operator
- Resource accounts and numbers synced to Dynamics
- Testing of inbound and outbound calls and all connections
- Monitoring and support after go-live
Benefits
Why Teams Direct Routing
Keep your operator and numbers
You continue with the operator and the numbers you have, and can keep your existing contracts.
Microsoft’s direction
Microsoft names Teams Phone as the voice platform for Dynamics 365 Contact Center. ACS Direct Routing will be retired on 30 September 2028.
Control over routing
Direct Routing suits you if you have advanced routing, backup routes or a connection to a PBX or an existing voice menu (IVR).
The details follow the call
Caller ID and case details from an existing IVR can follow the call into Dynamics.
ACS is being retired
Do you use voice via ACS today?
On 23 September 2026, Microsoft announced that Azure Communication Services (ACS) will be retired as a standalone service. Voice via ACS Direct Routing and ACS numbers in Dynamics 365 Contact Center will keep working up to and including 30 September 2028. Since autumn 2026, new ACS customers cannot acquire or port in numbers, and the transition does not happen automatically.
| Area | ACS Direct Routing | Teams Direct Routing |
|---|---|---|
| The SBC connects to | The ACS resource in Azure | Teams admin center |
| Numbers in Dynamics | Added directly in Dynamics | Assigned to a Teams resource account and synced to Dynamics |
| Licences | ACS usage charges | Teams Phone, plus a free licence per resource account |
| Future | Retired on 30 September 2028 | Microsoft’s target platform for voice in Contact Center |
We describe the transition step by step in the guide Dynamics 365: from ACS Direct Routing to Teams Direct Routing.
Works with
- Dynamics 365 Contact Center
- Microsoft Teams Phone
- AudioCodes SBC
- Your operator
- Copilot Studio
How we work
From the first conversation to day-to-day operations
01
Discovery
We review how you work today, which systems you have and what you want to achieve.
02
Proposal
You receive a concrete proposal covering technology, timeline and cost, and we explain our choices.
03
Implementation
We install, integrate and test, and we train your users and administrators.
04
Operations and support
After go-live, we stay with you for support, updates and further development.
Common questions
Frequently asked questions about telephony in Dynamics 365
Do we have to leave ACS now?
No. Existing ACS configurations are supported up to and including 30 September 2028. But the inventory, licences, testing and any number porting take time, so Microsoft recommends starting to plan now.
Can we keep our numbers and operator?
Usually, yes. With Teams Direct Routing you keep the operator and the numbers, and often the SBC too. With Operator Connect it is possible if your operator is part of Microsoft’s programme, which depends on the country and the operator.
Can we use the same SBC as today?
Yes, if the model and software version are certified for Teams and there is enough capacity. The same domain name cannot be in ACS and Teams at the same time, so it is either moved in a maintenance window or a new name is used while both routes remain in place.
Which licences do we need?
Teams Phone for the agents who make and take calls, a free licence for each resource account (one per number) and Dynamics licences according to Microsoft’s licensing guide. We review your licences in the assessment.
Does the voice channel work in our countries and languages?
It depends on where your Microsoft 365 environment is located, not where your Dynamics environment is. According to Microsoft, the voice channel is available for environments in Europe, among other regions, but not yet for environments in Germany, France and India. In that case, Microsoft says you can connect to a Dynamics environment in a supported region. Microsoft lists Europe as a region rather than country by country, so we check your environment first. Swedish, German, Danish, Finnish, Norwegian Bokmål and English are among the voice languages. Emergency calling from agents is only documented for the US, so it must always be tested separately.
Can we connect our existing voice menu or PBX?
Yes. With Direct Routing, calls can come in through an existing voice menu or PBX, and details such as caller ID and case number can be passed on to Dynamics.
Further reading
Guide
Dynamics 365: from ACS Direct Routing to Teams Direct Routing
What to inventory and test before you make the switch.
Product
AudioCodes SBC
The Mediant family for Teams Direct Routing, SIP trunks and secure telephony integration.
Guide
Direct Routing or Operator Connect?
Four ways to connect Teams to the phone network, and which one suits you.
Solution
Teams Phone
Make and receive calls directly in Microsoft Teams, with Direct Routing via AudioCodes and a connection to your PBX.
Solution
Contact centre
Phone, chat, email and social media in one place with Mitel CX, on your own servers or in the cloud.
Solution
Integrations and APIs
Telephony and contact centre connected to your CRM, case management, sign-in and business systems.
Let’s talk about your communications
Tell us where you stand today with your PBX, Teams or contact centre, and we will come back to you with a proposal. It costs nothing to ask.