How to co-relate dynamics contact center calls with Azure Communication Service logs?

Hi @Christin Joseph

To correlate Dynamics 365 Contact Center (Omnichannel) voice calls with Azure Communication Services (ACS) logs and backtrack to Session Border Controller (SBC):

Steps to Correlate and Backtrack

1. Please extract the ConversationId and retrieve the msdyn_ocliveworkitemid from the Dynamics Conversation table for the affected call.
2. To map to ACS Call IDs in Application Insights, please execute the following KQL query within your Application Insights workspace:

      traces
      | where customDimensions["powerplatform.analytics.resource.type"] == "Voice"
      | extend conversationId = tostring(customDimensions["powerplatform.analytics.resource.id"])
      | extend callId = tostring(customDimensions["communication.call.id"])
      | where customDimensions["subscenario"] in ("RTQ", "AgentAccept")
      | project timestamp, conversationId, callId, message
   

   This establishes a connection between the Dynamics ConversationId and the ACS CallId.
3. Review the call in the ACS Call Diagnostics Center (CDC). Use the ACS CallId in the CDC to check call quality metrics like jitter, packet loss, and latency.
4. Trace back to the SBC (Direct Routing). In Azure Monitor > Logs, run a query on ACSCallSummary to match the SBC trunkCallId with the ACS CorrelationId.

      ACSCallSummary
      | where ParticipantType == "PSTN"
      | extend trunkCallId = tostring(parse_json(CallDebuggingInfo).trunkCallId)
      | project CorrelationId, trunkCallId, CallStartTime, CallEndTime
      | where trunkCallId has "YOUR_SBC_TRUNK_CALL_ID"
   

   Please obtain the YOUR_SBC_TRUNK_CALL_ID from your SBC logs. For comprehensive end-to-end tracing, utilize the CorrelationId available in CDC.

Notes

• ACS IDs are not stored in any Dynamics table; for correlation, please refer to Application Insights.
• Verify that both Application Insights and ACS diagnostic logs are enabled.
• Telemetry data should be visible within 15 minutes.

Reference:

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-conversation-diagnostics

https://www.microsoft.com/en-us/dynamics-365/blog/it-professional/2025/08/01/diagnostics-and-telemetry-for-dynamics-365-contact-center-voice-channel/?msockid=231e8bb0da106ac911039de0db726b7b

https://learn.microsoft.com/en-us/azure/communication-services/concepts/analytics/logs/call-automation-logs
https://learn.microsoft.com/en-us/azure/communication-services/concepts/analytics/logs/call-summary-log-schema

https://learn.microsoft.com/en-us/azure/communication-services/concepts/voice-video-calling/about-call-types

Kindly let us know if the above helps or you need further assistance on this issue.

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Hi Praneeth,
Thanks for your reply.

I think I don't have the Application Insights.
I don't see the traces tables.

I don't see any Application Insight service in my Azure RG.
But I can see the Insights in the Monitoring tab in ACS, but there is no facility to run KQL query there, what I see is just some graphs.
The place where I can run the query is at the Logs in ACS -> Monitoring, but there I don't see the traces table.
Please correct me if I am wrong in understanding about Application Insight.

So you are saying that the Application Insight (traces) is the only place where we can co-relate the ConversationId in dynamics and Call IDs in ACS?

Is there any way to relate it with just the Call Diagnostic info or Logs in the ACS only?