Unable to see or connect provisioned numbers in Sales Hub Dialer

Question

Unable to see or connect provisioned numbers in Sales Hub Dialer

David Greenwood 0

I have purchased two numbers from Phone Number Service Center
In D365 Sales Hub Dialer. Those provisioned phone numbers are not appearing.
Unable to connect with ACS without an Event Grid App ID
Sales Hub Donor Resource exists but there is no Event Grid entry or any way to get an ID to complete the service connection

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numbers

Praneeth Maddali 10,025 Reputation points Microsoft External Staff Moderator

2026-05-28T00:49:32.08+00:00
Hi @David Greenwood

Thanks for reaching out and sharing the screenshots — that helps a lot.

The reason your provisioned Australian numbers aren’t showing in Sales Hub Dialer is that the Azure Communication Services (ACS) connection is incomplete. Specifically, the Event grid app id field is still empty, which is required to link Dynamics 365 with your ACS resource.

Recommended Steps

Create an App Registration in Microsoft Entra ID

Go to Azure Portal > Microsoft Entra ID > App registrations > + New registration.

Name it (e.g., SalesHubDialer-EventGrid), then register.

Copy the Application (client) ID and Directory (tenant) ID.

Complete the ACS Connection in Sales Hub

Go to Sales Hub Dialer settings > Manage Telephony.

Select Use existing resource.

Enter your ACS Resource Name, Resource ID, and Connection String.

Paste the Application (client) ID into Event grid app id and the Directory (tenant) ID into the tenant field.

Connect.

Recommended) Configure Event Grid for full functionality

In Azure Portal, go to Event Grid System Topics > Create a new topic for your ACS resource (Topic Type = Azure Communication Services).

Then create Event Subscriptions (especially for IncomingCall).

Use the webhook URLs provided in the Dynamics Manage Telephony page

Sync Phone Numbers After successful connection, go to Phone Numbers >Sync. Your numbers should now appear.

Reference :

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel-connect-existing-resource

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel-configure-services

https://learn.microsoft.com/en-us/dynamics365/sales/configure-sales-hub-dialer

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

Please "upvote" if the information helped you. This will help us and others in the community as well.
David Greenwood 0 Reputation points

2026-05-28T02:04:54.91+00:00

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David Greenwood 0 Reputation points

2026-05-28T02:42:13.2466667+00:00

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David Greenwood 0 Reputation points

2026-05-28T03:42:55.0266667+00:00
Thanks. I've completed steps one and two.

Configure Event Grid for full functionality is failing.

I have followed the instructions. https://learn.microsoft.com/en-gb/dynamics365/customer-service/administer/voice-channel-configure-services

I've created two event subscriptions:

incoming calls

recording file update

Notifications indicate that deployment has succeeded. It appears in the list as Creating but on refresh event subscription disappears. Thanks. I've completed steps one and two.

Configure Event Grid for full functionality is failing.

I have followed the instructions. https://learn.microsoft.com/en-gb/dynamics365/customer-service/administer/voice-channel-configure-services

I've created two event subscriptions:

incoming calls

recording file update

Notifications indicate that deployment has succeeded. It appears in the list as Creating but on refresh event subscription disappears.
Praneeth Maddali 10,025 Reputation points Microsoft External Staff Moderator

2026-05-28T16:16:49.4166667+00:00
Hi @David Greenwood

Thanks for the quick update — glad to hear you’ve successfully completed the App Registration and ACS connection!

The issue you’re facing with Event Subscriptions (shows as "Creating" then disappears) is common during the initial webhook handshake. Here’s what to try next:

Quick Fix:

Wait 10-15 minutes after the “Deployment has succeeded” notification, then refresh the page a few times.

If they still disappear, delete the current subscriptions and recreate them using the exact webhook URLs from your Manage Telephony page.

When creating the subscriptions:

Enable Microsoft Entra authentication

Use the same Application (client) ID & Directory (tenant) ID

Reference : https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel-configure-services

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

Please "upvote" if the information helped you. This will help us and others in the community as well.
David Greenwood 0 Reputation points

2026-05-29T02:49:27.8566667+00:00
Day 3:

I tried steps above Quick Fix: Error:
"The diagnosis for the deployment issue with the Event Subscription 'SalesHubDialer-IncomingCall' did not return specific insights. The error message indicates a problem with the webhook endpoint validation. You might want to check the configuration of the webhook endpoint to ensure it is correctly set up and accessible. Make sure the endpoint is reachable and properly configured to handle validation requests from Azure Event Grid."

Removed Managed Telephony > ACS to try and recreate: Now Fails. Tried new browser, etc multiple times

Please let me know how to Proceed
Praneeth Maddali 10,025 Reputation points Microsoft External Staff Moderator

2026-06-01T04:27:14.6433333+00:00
Hi @David Greenwood

Thank you for the detailed update and for sharing the screenshots — that’s very helpful.

From the error you provided, the key issue now appears to be Event Grid webhook validation failing. During creation, Azure Event Grid sends a validation request to the webhook endpoint (Dynamics). If the endpoint does not respond correctly, Azure automatically removes the event subscription — which explains why you see it briefly in “Creating” and then it disappears.

What’s happening

Your ACS numbers are successfully provisioned

App Registration (Event Grid App ID / Tenant ID) is configured correctly

However, the Event Grid subscription is not completing due to webhook validation failure

Because of this, the connection between ACS and Dynamics is not fully established, and phone numbers will not sync into Sales Hub Dialer.

Recommended next steps

Validate the webhook endpoint

Please ensure the webhook URL copied from Manage Telephony is used exactly as-is.

The endpoint must:

Be publicly reachable

Respond successfully (HTTP 200) to Event Grid validation requests

If the endpoint is blocked, returns 401/403, or times out, the subscription will fail.

Recheck authentication configuration When creating the Event Subscription:

Endpoint type: Webhook

Enable Microsoft Entra authentication

Use the same Application (client) ID and Tenant ID configured earlier

Recreate the integration after cleanup Since the connection is now failing after removal, I recommend:

Remove the current ACS connection (already done)

Ensure no partial Event Grid subscriptions remain

Wait ~10 minutes

Reconnect ACS and recreate the setup using fresh values

Reference :

https://learn.microsoft.com/en-us/azure/event-grid/end-point-validation-cloud-events-schema#endpoint-validation

https://learn.microsoft.com/en-us/azure/event-grid/secure-webhook-delivery

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel-connect-existing-resource

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

Please "upvote" if the information helped you. This will help us and others in the community as well.
Praneeth Maddali 10,025 Reputation points Microsoft External Staff Moderator

2026-06-02T04:36:51.6+00:00

Hi @David Greenwood

Just following up to see if your issue has been resolved or if you had a chance to review my earlier comment?

1 answer

Your answer

David Greenwood 0 Reputation points

2026-05-28T02:04:54.91+00:00

Delete
David Greenwood 0 Reputation points

2026-05-28T02:42:13.2466667+00:00

Delete
David Greenwood 0 Reputation points

2026-05-28T03:42:55.0266667+00:00

Thanks. I've completed steps one and two.

Configure Event Grid for full functionality is failing.

I have followed the instructions. https://learn.microsoft.com/en-gb/dynamics365/customer-service/administer/voice-channel-configure-services

I've created two event subscriptions:

incoming calls

recording file update

Notifications indicate that deployment has succeeded. It appears in the list as Creating but on refresh event subscription disappears. Thanks. I've completed steps one and two.

Configure Event Grid for full functionality is failing.

I have followed the instructions. https://learn.microsoft.com/en-gb/dynamics365/customer-service/administer/voice-channel-configure-services

I've created two event subscriptions:

incoming calls

recording file update

Notifications indicate that deployment has succeeded. It appears in the list as Creating but on refresh event subscription disappears.
Praneeth Maddali 10,025 Reputation points Microsoft External Staff Moderator

2026-05-28T16:16:49.4166667+00:00

Hi @David Greenwood

Thanks for the quick update — glad to hear you’ve successfully completed the App Registration and ACS connection!

The issue you’re facing with Event Subscriptions (shows as "Creating" then disappears) is common during the initial webhook handshake. Here’s what to try next:

Quick Fix:

Wait 10-15 minutes after the “Deployment has succeeded” notification, then refresh the page a few times.

If they still disappear, delete the current subscriptions and recreate them using the exact webhook URLs from your Manage Telephony page.

When creating the subscriptions:

Enable Microsoft Entra authentication

Use the same Application (client) ID & Directory (tenant) ID

Reference : https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel-configure-services

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

Please "upvote" if the information helped you. This will help us and others in the community as well.
David Greenwood 0 Reputation points

2026-05-29T02:49:27.8566667+00:00

Day 3:

I tried steps above Quick Fix: Error:
"The diagnosis for the deployment issue with the Event Subscription 'SalesHubDialer-IncomingCall' did not return specific insights. The error message indicates a problem with the webhook endpoint validation. You might want to check the configuration of the webhook endpoint to ensure it is correctly set up and accessible. Make sure the endpoint is reachable and properly configured to handle validation requests from Azure Event Grid."

Removed Managed Telephony > ACS to try and recreate: Now Fails. Tried new browser, etc multiple times

Please let me know how to Proceed
Praneeth Maddali 10,025 Reputation points Microsoft External Staff Moderator

2026-06-02T04:36:51.6+00:00

Hi @David Greenwood

Just following up to see if your issue has been resolved or if you had a chance to review my earlier comment?

Answer 1

hi David Greenwood & thanks for join me here at Q&A portal,

the “Event Grid App ID” is not an Event Grid resource ID. It is the Application client ID of an Entra app registration used by Dynamics to authenticate Event Grid delivery. The numbers also need to be synced into Dynamics after ACS is connected.

Open Azure Portal > Microsoft Entra ID > App registrations > create or select the app registration used for the voice or dialer integration. Copy

Application client ID > paste into Event grid app id

Directory tenant ID > paste into Event grid app tenant id

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel-connect-existing-resource

Then connect the ACS resource using ACS resource name, ACS resource ID, ACS connection string, Event Grid app ID

Event Grid tenant ID.... After connection, go back to Dynamics Sales Hub or Contact Center admin and run Sync for phone numbers. Purchased ACS numbers do not always appear in Sales Hub automatically until the ACS resource is connected and synced.

Event Grid is used for ACS real-time events like incoming calls, SMS and call recording

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel-configure-services

If the numbers still do not show after sync, confirm the numbers were purchased in the same tenant and ACS resource that Sales Hub is connected to. If they were bought in Phone Number Service Center but not attached to the connected ACS resource, Sales Hub will not see them.

rgds,

Alex

&

If my answer was helpful pls mark it and additional thx if u follow me at Q&A portal

David Greenwood 0 Reputation points

2026-06-03T06:19:04.3466667+00:00

@Alex Burlachenko Yes, thanks I understand to use the Application Client ID and the Phone Numbers are showing no problem. The issue is that I cannot link the Incoming Call via the Webhook. See Images and Errors below.

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Unable to see or connect provisioned numbers in Sales Hub Dialer

1 answer

Your answer