+ > **Retiring:** Direct Routing *through Azure Communication Services* reaches end of service on 30 September 2028. Teams Direct Routing and Operator Connect are the destinations. See [Plan migration from Azure Communication Services](https://learn.microsoft.com/en-us/dynamics365/contact-center/administer/migrate-from-azure-communication-services).
+ 
+ 
  ## What it does
  Direct Routing allows you to connect your existing SIP trunk (from any IETF-compliant carrier) directly to D365 Contact Center via Azure Communication Services. You provision your own numbers and SIP infrastructure, then route inbound calls through your Session Border Controller (SBC) into D365. Outbound calls exit via your carrier's trunk.
  
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  - **Media bypass:** Enable if your SBC and D365 agents share low-latency network; disable for cloud-based agents
  
  ## Gotchas
+ - **ACS Direct Routing retires 30 September 2028.** The destination is Teams Direct Routing (keep the SBC and carrier) or Operator Connect (carrier manages connectivity). The same SBC FQDN can't be registered against ACS and Teams Direct Routing at once, so it is either a full cutover with a propagation gap or coexistence on a second FQDN with a certificate covering both. Teams and ACS also use different media address ranges, so firewall rules are rebuilt rather than copied. See [ACS retirement and migration](https://365-almanac.app/kb/d365-contact-center/feature-acs-retirement-migration).
+ 
  - SBC TLS certificate must be valid and trusted by Azure; self-signed certs cause auth failures that are hard to debug
  - Dial plan rules are complex and easy to misconfigure: test number transformations in a lab SBC before going live
  - One-way audio often stems from SBC firewall rules or NAT traversal settings; requires packet captures to troubleshoot
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- *Source last updated: 2026-04-30 | Worth revisiting if ACS updates the SBC vendor list or Direct Routing quotas shift*
+ *Revisit as ACS retirement milestones pass; treat as legacy for net-new design*