Connect using an existing Azure resource

Article
09/10/2024

Note

The feature availability information is as follows.

Dynamics 365 Contact Center—embedded	Dynamics 365 Contact Center—standalone	Dynamics 365 Customer Service
Yes	Yes	Yes

Important

Azure Active Directory is being renamed to Microsoft Entra ID. No action is needed from you. For more information, see New name for Azure Active Directory.

You can connect your voice or SMS channels to Azure Communication Services using an existing Azure resource from any of your Azure subscriptions within the same tenant. If you disconnected a resource and want to use it now, you can do so using this option.

Prerequisites

The organization that you're using isn't a trial version.
The Get started button that connects to an existing Azure resource is visible on the Phone numbers page of Customer Service admin center or Contact Center admin center. The Get Started button appears only when:
- The trial ended after the free calling time elapsed.
- You manually ended the trial.
- You disconnected from the Azure resource.
Your active Azure subscription is in the same tenant as your Dynamics 365 account in the enhanced voice experience.
Your role has Contributor privileges.

Get Azure resource information

Before you connect an existing Azure resource to Azure Communication Services, you must retrieve the following information from the Azure portal:

Go to Resource groups and select the required resource group where your Azure Communication Services resource is located.
Select Properties in Settings.
On the Properties page, copy the Name and Resource ID field values, which you must specify as ACS Resource Name and ACS Resource ID values in Customer Service admin center or Contact Center admin center.
Find the Communication Service for the Resource Group, and then select Keys in Settings.
On the Keys, copy the Connection string in Primary key. You use this value as the value of Connection string in Customer Service admin center or Contact Center admin center.

Note

If you regenerate the connection string in Azure Communication Services after establishing connectivity to the Azure Communication Services resource, the existing connection string in the Contact Center admin center app becomes invalid. An error message is also displayed in the connection string filed in the admin center. To resolve the error, copy the correction connection string from the Azure portal, and then paste it in the Connnection string field in Channels > Phone numbers > Advanced > Manage Azure Communication Services in the Contact Center admin center app. The application displays a success message if the connection is successful.

Get Event Grid application and tenant IDs from the Azure portal

You need to specify the values of Application (client) ID and Directory (tenant) ID in Event grid app id and Event grid app tenant id in Contact Center admin center or Customer Service admin center. Perform the following steps to get these values:

On the Azure portal, open the App registrations page. If you're registering your app on the Azure portal for the first time, then perform the following steps. Otherwise, select the registered app and go to step 2:
1. On the Register an application page, enter the following details:
  - Name: Enter a name for your application.
  - Supported account types: Select Accounts in any organizational directory (Any Microsoft Entra ID - Multitenant).
2. Select Register.
Select the value of the Application (client) ID field, and then select Copy to clipboard. You enter this value for Event grid app id in Contact Center admin center or Customer Service admin center.
Select the value of the Directory (tenant) ID field, select the Copy to clipboard button, and then note the value. You enter this value for Event grid app tenant id in Contact Center admin center or Customer Service admin center.
Select Owners and add your account as the application owner.