Azure Communication Services (ACS) Telephony Strategy for Brazil

Hello Team,

We are evaluating Azure Communication Services (ACS) telephony integration with Dynamics 365 Contact Center for customer operations in Brazil.

From the ACS Brazil phone number availability documentation, it appears that Brazil number capabilities have certain limitations, particularly around outbound calling and SMS availability.

We would like guidance from Microsoft and the community on the recommended architecture for Brazil.

Our** specific questions **are:

1. What is the Microsoft-recommended approach for enabling inbound and outbound PSTN calling in Brazil using ACS?
2. Is Direct** Routing with a certified SBC and a local Brazilian **carrier the recommended pattern?
3. Can ACS be used solely as the communication layer while telephony is provided by a local SIP/PSTN provider?
4. Are there Microsoft-recommended Brazilian telecom providers that customers commonly use with ACS Direct Routing?
5. What regulatory and compliance considerations (ANATEL, LGPD, call recording, caller ID, number provisioning, etc.) should be considered?
6. Has anyone successfully implemented Dynamics 365 Contact Center + ACS + Direct Routing in Brazil, and are there any lessons learned or reference architectures available?

Our goal is to understand the most scalable and compliant approach for Brazil while continuing to leverage ACS and Dynamics 365 Contact Center.

Thank you.