How to – Call recording and SMS in Dynamics 365 Omnichannel Voice (Via Azure)

Azure Communication Services uses Azure Event Grid to send real-time event notifications for chat, telephony, video, SMS, and voice calling events.

Azure Event Grid will then route the event messages to the subscribers, one of them being the Azure Application we registered while configuring the Voice channel.

• So first we need to register Azure Event Grid System Topic for our app to listen to Azure Communication Service Events.
• Next, we need to subscribe to specific events for call recording, sms, etc by creating Azure Event Grid Subscriptions.

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What is Azure Event Grid?

Azure Event Grid is a fully managed event routing service that allows users to easily build applications that react to events happening in Azure and other services. With Event Grid, users can set up rules to automatically trigger actions in response to specific events, such as:

https://learn.microsoft.com/en-us/azure/event-grid/overview

• A new file being added to an Azure Storage account
• A new message being posted to an Azure Service Bus queue
• A new row being added to an Azure SQL database table
• Event Grid uses a publish-subscribe model, where event publishers (e.g., Azure Storage, Azure Service Bus, Azure SQL) send events to a centralized event grid, and event subscribers (e.g., Azure Functions, Azure Logic Apps) receive and process the events. This allows users to build event-driven architectures that can scale and react to events in real-time.

Some key features of Azure Event Grid include:

• Real-time event processing: Event Grid is designed to handle high-velocity event streams and can process events in real-time.
• Built-in retries and error handling: Event Grid automatically retries failed events and provides error handling to ensure that events are delivered reliably.
• Integrated with Azure: Event Grid is fully integrated with Azure, allowing users to easily build event-driven applications using Azure services and tools.
• Customizable: Users can customize Event Grid to suit their specific needs, including defining custom event types and customizing the behavior of event handlers.

Azure Event Grid is a powerful tool for building event-driven architectures and can be used in a wide range of scenarios, including real-time