API for Call Management with Microsoft Power Platform

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.