Kategori: Azure
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In Dynamics 365 Contact Center, a single conversation traverses multiple services: telephony infrastructure (SIP/SBC), Azure Communication Services (ACS), Teams Telephony, Copilot Studio, Unified Routing, and the agent workspace. Each component emits its own signals; but without a unified telemetry layer, correlating these signals into a coherent conversation flow is difficult. Azure Application Insights provides that…
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Modern contact centers are sprawling systems. Even when product consolidated as a CCaaS, you might see Azure PSTN calling, direct routing via an SBCaaS and carriers forwarding SIP to Azure-hosted numbers for ACS (yes, I’ve worked with customers using all three infrastructures simultaneously). On top of that, there’s live chat, Exchange-synced email, Copilot Studio agent-run…
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Setting up a communication resource for your contact center sounds straightforward, but the process can often feel like a maze of configurations. In this guide, I’ll walk you through the steps in the Azure portal, highlighting where things can get tricky and where to focus. Let’s break down the process step by step, so you…