Plan - Recording for Teams Phone Agent, Auto Attendant, and Call Queue calls

  • Applies to: Microsoft Teams, Skype for Business

Note

Teams Phone Agent is currently only available to customers in the Frontier Public Preview program.

This article is for IT pros and Teams administrators who want to learn about the options available to record Teams Phone Agent, Auto Attendant, and Call Queue calls.

Automatic Recording for Teams Phone Agent

Note

This feature is currently only available to customers participating in the Voice Applications trial.

Automatic Recording for Teams Phone Agent is a first-party Microsoft Teams solution that enables administrators to configure automatic recording and transcription of inbound Teams Phone Agent. When enabled, all inbound Teams Phone Agent calls are automatically recorded.

All recordings are stored in SharePoint.

Access to the recordings is through SharePoint.

Automatic Recording for Call Queue

Note

This feature is currently only available to customers participating in the Queues Recording TAP.

Automatic Recording for Call Queues is a first-party Microsoft Teams solution that enables administrators to configure automatic recording and transcription of inbound call queue calls. When enabled, all inbound call queue calls are automatically recorded when a representative answers.

Key capabilities:

  • Admins can enable/disable automatic recording and transcription per call queue
  • Recording starts automatically when a representative answers a call queue call and stops when the call ends
  • Configurable announcements
  • Access controls:
    • Authorized users have access to view recordings and transcriptions
    • Representatives can be given permission to view the queue's recordings and transcriptions
      • Queues App required for authorized users and representatives

All recordings are stored in SharePoint.

Shared Call History must also be enabled on the call queue in order for authorized users and representatives to access the recordings in Queues App.

Compliance Recording for Call Queue

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

If there's a need to record outbound calls made by the agents 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 restriction will be addressed in 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 in order to create a compliance recording for call queue template.

Licensing requirements

Compliance recording partners have their own licensing requirements.

Prerequisites

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Templates and resources

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