Tag: Call recording

D365 Contact Center: Setup Voice Channel with Azure Communication Services (ACS) – Part 2

Introduction ACS can receive calls, but D365 Contact Center needs event notifications to route calls, track recording events, and handle SMS. That’s why we configure Event Grid webhooks and connect them to the endpoints provided by D365. In this part (Part 2), we will create Event Grid subscriptions for Incoming call, Call recording, and SMS, … Continue reading D365 Contact Center: Setup Voice Channel with Azure Communication Services (ACS) – Part 2 →

D365 Contact Center: Setup Voice Channel with Azure Communication Services (ACS) – Part 1

d365 contact center

Introduction In Contact Centres, the "Voice" channel is a critical channel because customers call when issues are urgent or complex, and they want a human fast. Voice channel in D365 Contact Centre lets you route those calls to the right agent/queue and track the full interaction history in CRM. The voice channel is linked to … Continue reading D365 Contact Center: Setup Voice Channel with Azure Communication Services (ACS) – Part 1 →