Streamline your contact center telephony with Teams Phone extensibility
Microsoft Teams Phone brings intelligent, cloud-based calling to Teams, streamlining operations and delivering secure, reliable voice experiences. Until recently, however, enabling enterprise calling in the contact center meant deploying separate solutions, adding administrative complexity and redundant costs. Today, we’re excited to announce the general availability of Teams Phone extensibility for a growing ecosystem of contact center solutions, including Microsoft Dynamics 365 Contact Center. This new capability allows customers to extend Teams Phone investments into the contact center, enabling customers to use a single, integrated calling solution across both unified communications (UCaaS) and contact center (CCaaS) environments. Organizations can leverage Teams Phone extensibility to: Apply existing Teams Phone licenses to enable telephony for users of Dynamics 365 Contact Center or other certified ISV contact center solutions 1 . Avoid procuring, configuring, managing, and training users on a separate phone system for contact center deployments. Leverage the broad geographic availability of Teams Phone through calling plans available in 36 countries, Operator Connect in 96 countries, and Direct Routing globally. Benefit from the extensive features of Teams Phone, including the familiar Teams management interface. With these benefits, you can now streamline your telephony and reduce the number of solutions to license and manage across your organization. Learn more about the features of Teams Phone extensibility including conversational AI integration. Unify your calling capabilities for time and cost savings Teams Phone extensibility is a significant development for customers. It reflects how Dynamics 365 Contact Center helps organizations innovate faster and reduce costs with Microsoft’s unified cloud platform, low-code tools, and built-in AI – making it easier to build, manage, and scale contact center solutions without complex infrastructure or costly custom development. Teams Phone extensibility enables organizations to unify calling and contact center experiences for both agents and customers, all within a secure, familiar Microsoft environment. A commissioned Total Economic Impact™ study conducted by Forrester Consulting found that organizations using Teams Phone extensibility with Dynamics 365 Contact Center could achieve a projected return on investment up to 345% over three years 2 . These savings stem from lower operational and service fees, streamlined administration, and greater call center efficiency. With its certification in progress, Teams Phone extensibility with Dynamics 365 Contact Center is more than an integration. It’s a shift toward unified, intelligent communication that helps businesses operate smarter and deliver better customer experiences. Download the full study to learn more. ISV partners provide additional choice and flexibility Teams Phone extensibility is also supported by contact center ISV solutions that utilize the Teams Unify integration model. With Unify, ISVs build directly on Microsoft infrastructure, using Azure Communication Services (ACS) and gaining access to Microsoft Copilot and Cognitive Services. This approach enables them to embed advanced features and intelligence, resulting in richer, more unified solutions that help organizations deliver efficient, secure, and customer-focused interactions. ISV solutions that have completed certification for Teams Phone extensibility include AudioCodes, CentrePal, ComputerTalk, Heedify, and Landis. 1 We look forward to adding additional certified contact solutions to this growing ecosystem in the months ahead. If you are a contact center developer, learn more about enabling Teams Phone calling for your CCaaS solution. Contact center ISVs that are Unify-model certified for Teams Phone extensibility include AudioCodes, CentrePal, ComputerTalk, Heedify, and Landis. Power your contact center with the calling capabilities of Teams Phone If you're already using Teams Phone and Dynamics 365 Contact Center or any of the certified ISV solutions, you can start taking advantage of Teams Phone extensibility today. Not yet using these solutions? You can set up trials for both Teams Phone and Dynamics 365 Contact Center to explore the benefits firsthand. If you're interested in trialing Teams Phone extensibility with a certified ISV contact center solution, please contact your preferred CCaaS vendor for more information. 1 While certification is not required to access the Azure Communication Services API that enables Teams Phone extensibility, we recommend selecting a contact center solution that has completed the certification process for the best experience. 2 Projected benefits for a composite customer. New Technology: The Projected Total Economic Impact™ Of Microsoft Dynamics 365 Contact Center with Teams Phone extensibility, Forrester Consulting, Casey Sirotnak, Jonathan Lipsitz, August 2025.
Azure Communication Services - Python SDK Call Media not working with CallConnectionClient
Hi team, I’m working on a FastAPI service that uses Azure Communication Services Call Automation (Python SDK) to handle outbound PSTN calls and real-time speech interaction. So far it is able to make phone calls but not able to do media handling part during conversation. Environment: Python version: 3.12-slim Package: azure-communication-callautomation (version: 1.4.0) Hosting: Azure Container Apps speech cognitive resource is connected to azure communication services https://drive.google.com/file/d/1uC2S-LNx_Ybpp1QwOCtqFS9pwA84mK7h/view?usp=drive_link What I’m trying to do: Place an outbound call to a PSTN number Play a greeting (TextSource) when the call is connected Start continuous speech recognition, forward transcript to an AI endpoint, then play the response back Code snippet: # Play greeting try: call_connection = client.get_call_connection(call_id) call_media = call_connection.call_media() call_media.play_to_all( play_source, operation_context="welcome-play" ) print("Played welcome greeting.") except Exception as e: print("Play Greeting Failed: ", str(e)) # start Recognition participants = list(call_connection.list_participants()) for p in participants: if isinstance(p.identifier, PhoneNumberIdentifier): active_participants[call_id] = p.identifier try: call_connection = client.get_call_connection(call_id) call_media = call_connection.call_media() call_media.start_recognizing_media( target_participant=p.identifier, input_type="speech", interrupt_call_media_operation=True, operation_context="speech-recognition" ) print("Started recognition immediately after call connected.") except Exception as e: print("Recognition start failed:", str(e)) break target_participant = active_participants.get(call_id) if not target_participant: print(f"No PSTN participant found for call {call_id}, skipping recognition.") Issue: When the CallConnected event fires,, I get different errors depending on which method I try: 'CallConnectionClient' object has no attribute 'call_media' 'CallConnectionClient' object has no attribute 'get_call_media_operations' 'CallConnectionClient' object has no attribute 'play_to_all' 'CallConnectionClient' object has no attribute 'get_call_media_client' 'CallConnectionClient' object has no attribute 'get_call_media' Also some import errors: ImportError: cannot import name 'PlayOptions' from 'azure.communication.callautomation' ImportError: cannot import name 'RecognizeOptions' from 'azure.communication.callautomation' ImportError: cannot import name 'CallMediaRecognizeOptions' from 'azure.communication.callautomation' ImportError: cannot import name 'CallConnection' ... Did you mean: 'CallConnectionState'? This makes me unsure which API is the correct/updated way to access play_to_all and start_recognizing_media. https://drive.google.com/file/d/1xI-sWil0OKfAfGwjIgG25eD7CEK95rKc/view?usp=drive_link Questions: What is the current supported way to access call media operations (play / speech recognition) in the Python SDK? Are there breaking changes between SDK versions that I should be aware of? Should I upgrade to a specific minimum version to ensure .call_media works? Thanks in advance!
Events for an agent not picking up the call
Hi, We have a requirement where the caller should be transferred to voicemail recording when the agent does not pick up the call. Currently, if the agent does not pick up the call, the caller reaches the agent's personal voicemail. Is it possible to interrupt that and redirect the call to ACS voicemail recording mechanism? The ACS framework send a "CallTransferAccepted" if the personal voicemail is reached. Are there any events which can be used to detect that agent did not pick the call. We tried the Job router, but it does not seem to detect that agent is not picking the call. Any suggestions? Thanks
Issue with Speech-to-Text Integration in Azure Communication Services Using C#
Context: We are building a bot using Azure Communication Services (ACS) and Azure Speech Services to handle phone calls. The bot asks questions (via TTS) and captures user responses using speech-to-text (STT). What We’ve Done: Created an ACS instance and acquired an active phone number. Set up an event subscription to handle callbacks for incoming calls. Integrated Azure Speech Services for STT in C#. Achievements: Successfully connected calls using ACS. Played TTS prompts generated from an Excel file. Challenges: User responses are not being captured. Despite setting InitialSilenceTimeout to 10 seconds, the bot skips to the next question after 1–2 seconds without recognizing speech. The bot does not reprompt the user even when no response is detected. Help Needed: How can we ensure accurate real-time speech-to-text capture during ACS telephony calls? Are there better configurations or alternate approaches for speech recognition in ACS? Additional Context: Following the https://github.com/Azure-Samples/communication-services-dotnet-quickstarts/tree/main/callautomation-openai-sample-csharp. Using Azure Speech Services and ACS SDKs. Code Snippet (C#): // Recognize user speech async Task<string> RecognizeSpeechAsync(CallMedia callConnectionMedia, string callerId, ILogger logger) { // Configure recognition options var recognizeOptions = new CallMediaRecognizeSpeechOptions( targetParticipant: CommunicationIdentifier.FromRawId(callerId)) { InitialSilenceTimeout = TimeSpan.FromSeconds(10), // Wait up to 10 seconds for the user to start speaking EndSilenceTimeout = TimeSpan.FromSeconds(5), // Wait up to 5 seconds of silence before considering the response complete OperationContext = "SpeechRecognition" }; try { // Start speech recognition var result = await callConnectionMedia.StartRecognizingAsync(recognizeOptions); // Handle recognition success if (result is Response<StartRecognizingCallMediaResult>) { logger.LogInformation($"Result: {result}"); logger.LogInformation("Recognition started successfully."); // Simulate capturing response (replace with actual recognition logic) return "User response captured"; // Replace with actual response text from recognition } logger.LogWarning("Recognition failed or timed out."); return string.Empty; // Return empty if recognition fails } catch (Exception ex) { logger.LogError($"Error during speech recognition: {ex.Message}"); return string.Empty; } }Calling a phone and playing a message from logic apps
Hi, My objective is to have a logic app that makes a server side outbound phone call, and plays a prerecorded message, that's it. I've been looking at https://github.com/Azure-Samples/communication-services-dotnet-quickstarts/tree/main/OutboundCallReminder but I'm getting lost in understanding all the moving parts. Is there a demo walkthrough article or webinar available ? Alternatively, is there a power automate connector available for this scenario ? Or has anybody done this just using REST API for Azure Communication Services ? A simplified sample would be exactly what I'm looking for. StephaneTransition smoothly from Twilio Video to Azure
If your company relies on Twilio for its video communications, now is the time to explore alternative solutions before its service deprecation. Join our livestream where we'll talk about Azure Communication Services real-time video calling solutions as an alternative to Twilio video. We will also cover the top-of-mind considerations for customers while making this transition. Register here to access the livestream - Events | Microsoft ReactorIntegrate OpenAI, Communication, and Organizational Data Features into Your Apps: Hands-on Tutorial
Maximize your app's potential with Azure OpenAI, Azure Communication Services, and Microsoft Graph. Harness the power of AI to convert plain English to SQL, automate communication workflows, and personalize user interactions. Implement real-time communication capabilities such as phone calling and SMS messaging with ACS, and streamline data access using Microsoft Graph APIs. Boost productivity, enhance user experiences, and simplify processes with this powerful trio of Microsoft Azure services.Unlocking Seamless Communication: Integrating Azure Communication Services with Power Platform
Discover Azure Communication Services, a set of cloud-based services that enable seamless integration of communication features into your applications. With REST APIs and client library SDKs, you can effortlessly incorporate voice and video calling, rich text chat, SMS, and email functionalities without the need for extensive expertise in underlying technologies. In this scenario, learn how to integrate Azure Communication Services with Power Platform, leveraging Power Apps and Power Automate for low code and no code development. Follow the steps to create an Email Communication Service resource, provision a custom domain, set up email addresses, create a flow on Power Automate, and integrate the solution into Power Apps. Experience the power of Azure Communication Services in enhancing your application's communication capabilities.
