OnPrem telephony system with Microsoft Copilot Studio Voice as IVR

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Posted on by Praveen Ravela

I came across the Microsoft document below, but I need a more detailed explanation and help to accomplish it. The contact center uses the existing CRM and CCaaS solution with Copilot for Service and Copilot Studio.

https://learn.microsoft.com/en-us/dynamics365/guidance/reference-architectures/contact-center-existing-crm-ccaas-solution-copilot-service-copilot-studio

Use Case:

1. Customer calls into OnPrem Telephony
2. OnPrem Telephony redirects the call to Azure Communications Services via SIP Trunk
3. ACS connects voice calls to Microsoft Copilot Studio Bot Voice IVR
4. Microsoft Copilot Studio Bot Voice IVR transfers the call to OnPrem Telephony via SIP Trunk
5. OnPrem Telephony routes to a Human Agent.

Need help accomplishing Steps 2, 3, and 4.

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SaiRT14 1,990 Super User 2025 Season 2 on at

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pls try the following:

Use Copilot Studio to create a voice bot with IVR capabilities. Configure intents in the bot for handling voice interactions, such as: Greeting. Routing based on customer input (e.g., "Speak to an agent," "Billing questions").

Configure the bot to accept voice input and respond using synthesized voice output.

Configure the bot to accept voice input and respond using synthesized voice output.

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CU04102248-0 2 on at

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Worked on something similar with a contact center setup—connecting the CRM and CCaaS was tricky at first. Running test calls through activecalls helped a lot because it let me see how customer interactions flowed and how Copilot responses would appear in real time.

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DAnny3211 134 on at

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Hi, To accomplish steps 2, 3, and 4 of your use case—integrating an OnPrem telephony system with **Microsoft Copilot Studio Voice IVR** via **Azure Communication Services (ACS)**—here’s a breakdown of the required components and configuration: --- ### 🔁 Step 2: Redirect OnPrem Telephony to ACS via SIP Trunk You’ll need to configure your **Session Border Controller (SBC)** to route incoming calls from your OnPrem telephony system to ACS using SIP. Microsoft supports **Direct Routing** for ACS, similar to Teams. - **Reference**: [ACS SIP Routing Specification](https://learn.microsoft.com/en-us/azure/communication-services/concepts/telephony/direct-routing-sip-specification)[1](https://learn.microsoft.com/en-us/azure/communication-services/concepts/telephony/direct-routing-sip-specification) - Ensure your SBC supports SIP OPTIONS and TLS. - Use `sip:sip.pstnhub.microsoft.com:5061` as the SIP URI. --- ### 🧠 Step 3: Connect ACS to Copilot Studio Voice IVR Once the call reaches ACS, you can use the **Call Automation SDK** to route it to a voice-enabled Copilot Studio agent. - Follow this guide: [Integrate ACS with Copilot Studio](https://learn.microsoft.com/en-us/azure/communication-services/samples/integrate-azure-communication-services-with-copilot-studio)[2](https://learn.microsoft.com/en-us/azure/communication-services/samples/integrate-azure-communication-services-with-copilot-studio) - Key steps: - Create and publish your Copilot Studio agent. - Disable authentication for ACS integration. - Use the Web Channel Security key in your ACS app. - Configure the ACS app to handle incoming calls and forward them to the bot. You can also explore this GitHub project for a working sample: [ACSforMCS](https://github.com/holgerimbery/ACSforMCS)[3](https://github.com/holgerimbery/ACSforMCS) --- ### 🔄 Step 4: Transfer Call Back to OnPrem Telephony To transfer the call from Copilot Studio IVR back to your OnPrem system: - Use the **call transfer event** in Copilot Studio: ```json { "type": "event", "name": "transfer", "channelData": { "activityParams": { "transferTarget": "tel:+123456789" } } } ``` - The SIP URI will be interpreted by your SBC to route the call back to the appropriate extension or queue. - Reference: [VoiceAI Connect Call Transfer](https://techdocs.audiocodes.com/voice-ai-connect/Content/VAIG_Combined/call-transfer.htm)[4](https://techdocs.audiocodes.com/voice-ai-connect/Content/VAIG_Combined/call-transfer.htm) --- ### 🧩 Additional Resources - [Copilot Studio Voice IVR Overview](https://learn.microsoft.com/en-us/microsoft-copilot-studio/voice-overview)[5](https://learn.microsoft.com/en-us/microsoft-copilot-studio/voice-overview) - [AudioCodes Live Hub](https://www.audiocodes.com/media/ph3lc4ce/audiocodes-live-hub-for-microsoft-teams-direct-routing.pdf)[6](https://www.audiocodes.com/media/ph3lc4ce/audiocodes-live-hub-for-microsoft-teams-direct-routing.pdf) – useful for orchestrating SIP flows and integrations. --- If you need help with the actual configuration of the SBC or ACS app, I recommend starting with the GitHub sample and testing locally before deploying to production. Thanks and best regards, Daniele **Note: This response was prepared with support from Copilot to ensure clarity and completeness.**

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