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Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service
Azure direct routing lets you integrate a third-party interactive voice response (IVR) system with the voice channel, and perform a contextual call transfer between them.
Before you proceed with this section, you must be familiar with the following concepts.
This section lists the high-level steps you must perform to enable contextual call transfer between a third-party IVR system and the voice channel.
Set up Azure direct routing and connect a Session Border Controller (SBC), which is linked to the third-party IVR system, with Azure Communication Services resource, which is in turn connected to the application.
Follow the steps in the section Bring your own phone number to register the phone number that’s assigned to the third-party IVR system with the application.
To transfer a call from the IVR system, issue an SIP (Session Initiation Protocol) INVITE request to the Azure Communication Services resource that'll transfer the call to the Azure resource that's connected to th application.
To include context in the payload, populate the SIP UUI (User-to-User Information) header with context data: "User-to-User": "param1=value1;param2=value2". For SIP UUI header with context data, the following formats are supported:
Create context variables with the same names as the SIP UUI header.
The SIP UUI payload is automatically converted into context data that can be used in the voice channel for routing and to show relevant information to the customer service representative.
You can now call the phone number assigned to the third-party IVR system and achieve a contextual call transfer with the voice channel.
Note
Call record and transcriptions from the third-party IVR call with the customer aren't available for service representatives.
Overview of the voice channel
Manage phone numbers
Set up outbound calling
Connect to Azure Communication Services
Bring your own carrier
Events
Mar 31, 11 PM - Apr 2, 11 PM
The ultimate Microsoft Fabric, Power BI, SQL, and AI community-led event. March 31 to April 2, 2025.
Register today