![]() With this mechanism, you'll still be able to deploy and use all the features of the voice channel in Dynamics 365. For these countries, Azure Communication Services provides a direct routing for local carriers, such as AT&T and Verizon, to connect to Azure Communication Services. More information: Azure direct routing What about countries where Azure Communication Services doesn't provide native PSTN services?Īzure Communication Services is available worldwide, even if it isn't acting as the calling provider in certain countries. To see all the countries where PSTN services are available, check the country availability page.Īn alternative to Microsoft calling plans is Azure direct routing that allows you to bring your own phone numbers. Azure Communication Services has a multiyear road map to provide calling plans in different countries and regions. To register as a calling provider is a legally complex and country-specific process. Where does Azure Communication Services provide native PSTN services? All data is stored in Dynamics 365 and can be scrubbed by the customer. Agents can also pause transcription to avoid dual-tone multi-frequency (DTMF) tones being captured in the transcript. Agents have the ability to pause or resume call recording and transcription to avoid capturing sensitive information. The voice channel is compliant with Payment Card Industry Data Security Standard (PCI DSS) today, but support for credit card data capture over voice isn't yet available. Yes, features such as sentiment analysis, agent suggestions for similar cases or knowledge articles, are available in the voice channel. More information: How overflow works Does the voice channel include real-time keyword recognition or sentiment tracking while an agent is on a call? The settings are ignored, and the routed work item is assigned to the queue. No, overflow settings aren't applicable to fallback queues. Are overflow actions like voicemail and direct callback fulfilled for fallback queues? This article includes frequently asked questions (FAQ) about the voice channel.
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