What it does

Reuse existing Teams Phone service numbers (Calling Plan, Operator Connect, or Direct Routing) in Contact Center voice instead of provisioning separate ACS numbers.

Key facts

• Calling Plan: service numbers only: user numbers not supported
• Requires a Teams resource account per phone number, created via PowerShell or the provided onboarding script
• Requires Entra ID app permission: TeamsResourceAccount.Read.All (delegated) with admin consent granted
• Requires Teams Administrator or Teams Telephony Administrator role for the sync operation
• Sync is done via: Copilot Service admin center → Phone numbers → Advanced → Teams phone system tab → Sync from Teams
• After sync, create a workstream and voice channel for the Teams service number via standard inbound calling setup
• VOIP consult billing: $0.004/participant/minute vs. $0.013/participant/minute for PSTN

When to use / skip

Use if the client has Teams Phone and wants to reuse those numbers. Skip for greenfield deployments, standard ACS provisioning is simpler.

Configuration decisions

• PSTN connectivity type (Calling Plan / Operator Connect / Direct Routing): dictates the PowerShell commands used for number assignment
• Use the onboarding script vs. manual cmdlets: script is recommended for initial setup; manual cmdlets for post-setup modifications

Gotchas

• Two separate admin teams. Teams admin creates the resource account; D365 admin configures the channel and syncs. Identify both before starting.
• Entra ID consent can take days. Start this approval process early: strict security policies slow it down.
• Direct Routing: voice routing policy required. The Teams resource account needs an online voice routing policy for external transfers. Easy to miss; surfaces in UAT.

Consultant notes

• Get both the Teams admin and the D365 admin involved from the start of this workstream. The Teams Phone integration requires actions on both sides and there's a sequencing dependency: the Teams resource account has to exist before D365 can sync and create the channel. If the Teams admin is a different team with their own sprint cadence and change approval process, a two-day task can easily become a two-week blocker.
• The Entra ID consent approval for TeamsResourceAccount.Read.All should be submitted as early in the project as possible. In enterprise clients with strict security governance, app consent requests go through an approval committee that may meet fortnightly. Missing a cycle means a two-week delay on a step that takes thirty seconds once approved. Identify the approval chain and submit in discovery.
• For Direct Routing deployments, the voice routing policy requirement on the Teams resource account is consistently missed and surfaces in UAT when external transfer attempts fail. Add it as an explicit configuration step in the Teams admin checklist: it's not part of the standard resource account setup flow and isn't obvious from the D365 documentation.

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Source last updated: 2026-02-20 | Check this: Teams Phone integration expands to embedded, or new PSTN connectivity types added