API for Call Management with Microsoft Power Platform

Context

Call management API for contact centers, built on Microsoft Power Platform and Azure Speech, that orchestrates call logging, routing and automatic transcription.

The usual challenge

In a contact center, when call logging, queue routing and transcription live in separate tools, routing each call to the right team takes longer and conversations are hard to search or analyze afterwards. This type of project aims to unify that flow.

Technologies

Microsoft Power Platform, Dataverse, Power Automate, Azure Functions, Azure Speech (Speech-to-Text), Microsoft Entra ID, Application Insights and OpenAPI.

This page describes the project scope; it does not publish the client name or figures.

Objective

Design and implement a Call Management API that orchestrates call creation, routing, and automatic transcription, exposing secure and auditable endpoints.

Scope

• Creation and update of calls in Dataverse.
• Routing to queues/teams based on rules (priority, schedule, skills).
• Transcription via Speech-to-Text service (Azure Speech) and attaching the text to the record.
• Events and webhooks for CRM/ITSM integration.

Architecture

• Power Platform + Dataverse as the record system.
• Azure Functions/API as the integration layer.
• Power Automate for business flows and notifications.
• Azure Speech for transcription.
• Monitoring with Application Insights.

Security and Governance

• Authentication with Azure AD, roles in Dataverse, audit logging, and retention policies.

Expected Outcomes

• Reduced routing time.
• Unified call records with searchable transcription.
• Facilitates analytics (Power BI) and quality management.

Deliverables

• Documented API (OpenAPI), Power Automate flows, Dataverse solutions (managed), monitoring dashboards.