Setup - Compliance Recording for Call Queues template

  • Applies to: Microsoft Teams

Planning and licensing review

Planning

Licensing

Known issues

None.

Prerequisites

Unsupported calling scenarios

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

What's new in Call Queues (last six months)

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.

Create the compliance Recoding for call queue template

  1. In the Teams admin center, go to Voice > Templates and resources.
  2. Select Templates.
  3. Select Compliance Recording for Call Queue as the template type.
  4. Select Add to create a new Compliancde Recording for Call Queue template.
  5. Enter a Name for the template.
  6. Enter a Description for the template.
  7. Select the Compliance Recording Bot resource account from the drop-down list.
  8. Select the Paired Compliance Recording Bot resource account from the drop down list (optional).
  9. (Strict Recording) - If the recording bot must join the call before the agent answers, turn on Required before call.
  10. (Strict Recording) - If the recording bot must be present for the duration of the call, turn on Required during call.
  11. For compliance-critical call queues, set the Concurrent invitation count to 2.
    • Sending multiple invites in parallel reduces join delays.
  12. Select Save.

Assign the template to the call queue

  1. In the Teams admin center, go to Voice > Call queues.
  2. Select the call queue you want to have compliance recording for.
  3. On the Templates tab, scroll to find the Compliance recording for Call queue template section.
  4. Select up to two Compliance Recording for Call Queue templates from the dropdown.
  5. Select Submit.

Recording announcement

The recording announcement 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.

Recording failure announcement

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

  • Required before call is on and the compliance recording bot isn't able to join the call.
  • Required during call is on 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.

Play an audio file

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

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