Real-time notification of incoming PSTN calls with Azure Communication Services

Question

Real-time notification of incoming PSTN calls with Azure Communication Services

Ottmann, Thomas 40

Hi Community,

is it possible to receive real-time notification of incoming PSTN calls with the Azure Communication Services?

When a PSTN call comes in, i would like to read the caller's information like Caller-Id, Phonenumber, E-Mail etc. to send it to a service-desk application. I need the information when the call comes in and before I have accepted it. Is there a solution for this use case?

I would be very grateful for any help.

Sampath 1,420 Reputation points Microsoft External Staff

2025-02-03T06:20:27.5166667+00:00

@Ottmann, Thomas

Yes, it is possible to receive real-time notifications of incoming PSTN calls with Azure Communication Services! You can use Event Grid to subscribe to IncomingCall events. When a call comes in, you'll get a notification that includes caller information like Caller-ID, phone number, and more.
Create an Event Grid subscription and Set up a subscription to listen for IncomingCall events. When you receive an IncomingCall event, your application can read the caller's information and send it to your service-desk application before you accept the call.For more details refer this MSDOC
Sampath 1,420 Reputation points Microsoft External Staff

2025-02-04T02:59:41.49+00:00

@Ottmann, Thomas ,Just checking in to see if the provided answer helped. If this answers your query, do click "Accept the answer” for the same, which might be beneficial to other community members reading this thread. And, if you have any further queries do let us know.
Sampath 1,420 Reputation points Microsoft External Staff

2025-02-05T01:54:28.3166667+00:00

@Ottmann, Thomas, We still have not heard back from you.

Just wanted to check if the answer provided below was helpful? If it answers your query, please do click Accept Answer and Yes for the answer, as it might be beneficial to other community members reading this thread.

And, if you have any further query do let us know.

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Sampath 1,420 Reputation points Microsoft External Staff

2025-02-03T06:20:27.5166667+00:00

@Ottmann, Thomas

Yes, it is possible to receive real-time notifications of incoming PSTN calls with Azure Communication Services! You can use Event Grid to subscribe to IncomingCall events. When a call comes in, you'll get a notification that includes caller information like Caller-ID, phone number, and more.
Create an Event Grid subscription and Set up a subscription to listen for IncomingCall events. When you receive an IncomingCall event, your application can read the caller's information and send it to your service-desk application before you accept the call.For more details refer this MSDOC
Sampath 1,420 Reputation points Microsoft External Staff

2025-02-04T02:59:41.49+00:00

@Ottmann, Thomas ,Just checking in to see if the provided answer helped. If this answers your query, do click "Accept the answer” for the same, which might be beneficial to other community members reading this thread. And, if you have any further queries do let us know.
Sampath 1,420 Reputation points Microsoft External Staff

2025-02-05T01:54:28.3166667+00:00

@Ottmann, Thomas, We still have not heard back from you.

Just wanted to check if the answer provided below was helpful? If it answers your query, please do click Accept Answer and Yes for the answer, as it might be beneficial to other community members reading this thread.

And, if you have any further query do let us know.

Answer 1

Hello @Ottmann, Thomas,

Greetings!

Welcome to the Microsoft Q&A Platform. Thank you for reaching out! I hope you are doing well.

Yes, it is possible to receive real-time notifications of incoming PSTN calls using Azure Communication Services (ACS) and Azure Event Grid. By subscribing to the IncomingCall event in Event Grid, you can capture details such as:

Caller ID (Phone Number)
Caller Information
Call Correlation ID
Timestamp of the Incoming Call

For example, in your Event Grid logs, the "Call Participant Added" event displays a phone number (+91922) along with the communication user ID. This indicates that the system has already captured the caller’s details.

Example of an IncomingCall event:

{
  "eventType": "Microsoft.Communication.IncomingCall",

  "data": {

    "caller": {

      "communicationIdentifier": {

        "kind": "phoneNumber",

        "rawId": "4:+9191",

        "phoneNumber": { "value": "+9191" }

      }

    },

    "correlationId": "cb2c4382-",

    "serverCallId": "aHR0cHM6Ly9hcGku...",

    "timestamp": "2025-02-03T06:35:36.5744214Z"

  },

  "metadataVersion": "1",

  "dataVersion": "1.0"

}

Steps to Enable Event Grid for Incoming Calls:

Navigate to Azure Portal → Communication Services.
Enable Event Grid and subscribe to Calls and Mail events.
Choose an Endpoint Type (e.g., Storage Queue).

Here’s an example configuration with Storage Queue:

enter image description here

Ottmann, Thomas 40 Reputation points

2025-02-05T07:31:43.6466667+00:00

Hello Sampath,

thank you very much for the informations and the Codesample. I really appreciate your help. Will implement your suggested solutions in a timely manner and hope that is the Final Solution.

If i had tryed your Recommendation, i will give feedback about the result here.

All the best for you
Sampath 1,420 Reputation points Microsoft External Staff

2025-02-05T14:30:35.13+00:00

@Ottmann, Thomas If this answer was helpful and pointed you in the right direction, please consider clicking "Accept Answer"—it may benefit other community members reading this thread. If you have any further questions, feel free to let us know!

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Real-time notification of incoming PSTN calls with Azure Communication Services

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