Setup - Compliance Recording for Call Queues

  • Applies to: Microsoft Teams

Overview

Compliance Recording for Call Queues records all representative (agent)-answered inbound call queue calls without the need to assign a compliance recording policy to the representatives. Any compliance recording policy assigned to the representative is ignored for inbound call queue calls where compliance recording for call queues is enabled.

Compliance Recording for Call Queues works with all agent routing options. Conference mode must be enabled.

If there's a need to record outbound calls made by the representatives' in a call queue, they must have a compliance recording policy assigned to them. For compliance recording purposes, these calls are considered outbound user calls and aren't associated with the call queue. This is planned for a future release of Compliance Recording for Call Queues.

If there's a need to record a user's non-call-queue inbound and outbound calls, they must have a compliance recording policy assigned to them.

For more information on compliance recording, see Introduction to Microsoft Teams third-party compliance recording.

A compliance recording application instance is required to create a compliance recording for call queue template.

Compliance recording for call queue templates

A call queue compliance recording template defines which recording bot to use and whether the bot must be present for the call to continue (strict recording).

The same compliance recording for call queue template can be used across multiple call queues.

Up to two compliance recording for call queue templates can be assigned to a single call queue.

When a compliance recording for call queue template is changed, all the call queues that reference the template are also changed.

Each call queue configures the compliance recording Default greeting and Default failure greeting individually. Changing the compliance recording call queue template doesn't affect these greetings.

Default greeting

The default greeting is played to all callers arriving at the call queue when compliance recording for call queues is enabled.

A custom greeting audio file or text-to-speech prompt can be configured.

The default greeting is:

This call will be recorded for compliance purposes.

Default failure greeting

The default failure greeting is played to all callers when compliance recording for call queues is enabled and either of the following occurs:

  • RequiredBeforeCall is set to $true and the compliance recording bot isn't able to join the call.
  • RequiredDuringCall is set to $true and the compliance recording bot leaves before the call is finished.

A custom failure greeting audio file or text-to-speech prompt can be configured.

The default failure greeting is:

We're sorry, but your call is being disconnected because of an issue with the compliance recording solution. Thank you for your understanding.

For more information on audio file requirements, see Audio file formats and maximum size.

Known issues

None.

Unsupported calling scenarios

If a call queue representative adds a second call queue that has compliance recording for call queues enabled to the call, the system ignores the compliance recording settings on the second queue.

PowerShell examples

Compliance recording for call queues is currently configured through PowerShell only. Configuration in the Teams admin center is coming soon.

Example 1

Create a new compliance for call queue recording template with default settings 
New-CsComplianceRecordingForCallQueueTemplate -Name "CR4CQ Defaults" -Description "Default settings - not required before or during call" -BotApplicationInstanceObjectId 14732826-8206-42e3-b51e-6693e2abb698

Example 2

Create a new compliance for call queue recording template where the compliance recording bot must be present before the call with the representative starts 
New-CsComplianceRecordingForCallQueueTemplate -Name "CR4CQ Required Before Call" -Description "Compliance recording bot must be present before call is answered" -BotApplicationInstanceObjectId 14732826-8206-42e3-b51e-6693e2abb698 -RequiredBeforeCall $true

Example 3

Create a new compliance for call queue recording template where the compliance recording bot must be present during the call with the representative 
New-CsComplianceRecordingForCallQueueTemplate -Name "CR4CQ Required During Call" -Description "Compliance recording bot must be present during call" -BotApplicationInstanceObjectId 14732826-8206-42e3-b51e-6693e2abb698 -RequiredDuringCall $true

BotApplicationInstanceObjectId

To get the BotApplicationInstanceId

List all application instances except those used for auto attendants, call queues, and Teams Phone Agent:

Get-CsOnlineApplicationInstance | Where {$_.ApplicationId -ne "11cd3e2e-fccb-42ad-ad00-878b93575e07" -and $_.ApplicationId -ne "ce933385-9390-45d1-9512-c8d228074e07" -and $_.ApplicationId -ne "7d563055-b6cc-4d7a-93c1-38aa762b34ae"} | Select ObjectId, DisplayName

Select the ObjectId from the list that represents the compliance recording bot.

Assign a compliance recording for call queue template to a call queue

To assign an existing compliance recording for call queue template to a call queue 
Get-CsComplianceRecordingForCallQueueTemplate | Select-Object Id, Name

Set-CsCallQueue -Identity <CallQueueGUID> -ComplianceRecordingForCallQueueTemplateId @(<ID from above>)

There are two ways to get the CallQueueGUID:

  1. Edit the call queue in the Teams admin center. The GUID is in the URL:

    https://admin.teams.microsoft.com/call-queues/v2/edit/e01a9a6a-6d9b-4faf-b278-019d0868d35c

  2. Use Get-CsCallQueue | Select-Object Identity, Name to list the first 100 call queues. To list more call queues, see Get-CsCallQueue.

Custom text-to-speech recording announcement

To use a custom text-to-speech recording announcement 
Set-CsCallQueue -Identity <CallQueueGUID> -TextAnnouncementForCR "Your call will be recorded due to compliance requirements."

There are two ways to get the CallQueueGUID:

  1. Edit the call queue in the Teams admin center. The GUID is in the URL:

    https://admin.teams.microsoft.com/call-queues/v2/edit/e01a9a6a-6d9b-4faf-b278-019d0868d35c

  2. Use Get-CsCallQueue | Select-Object Identity, Name to list the first 100 call queues. To list more call queues, see Get-CsCallQueue.

Custom text-to-speech failure announcement

To use a custom text-to-speech failure announcement

The failure announcement plays if -RequiredBeforeCall or -RequiredDuringCall is set to $true and the compliance recording bot isn't able to join or leaves the call.

Set-CsCallQueue -Identity <CallQueueGUID> -TextAnnouncementForCRFailure "This call will now be disconnected due to technical difficulties with the compliance recording environment."

There are two ways to get the CallQueueGUID:

  1. Edit the call queue in the Teams admin center. The GUID is in the URL:

    https://admin.teams.microsoft.com/call-queues/v2/edit/e01a9a6a-6d9b-4faf-b278-019d0868d35c

  2. Use Get-CsCallQueue | Select-Object Identity, Name to list the first 100 call queues. To list more call queues, see Get-CsCallQueue.

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