Setup - Automatic Recording for Call Queue

  • Applies to: Microsoft Teams, Skype for Business

This article is for IT pros and Teams Administrators who want to record inbound call queue calls.

Planing and licensing review

Planning

Licensing

Known issues

None.

Automatic Recording for Call Queue templates

Note

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

Each automatic recording for call queue template requires that the following items be configured:

Name

The name of the template.

Description

A description for the template.

SharePoint host name

The name of the SharePoint host where the call recordings are stored.

SharePoint site name

The specific SharePoint site name where the recordings are stored.

The SharePoint site must be provisioned through the template creation process. Manually created SharePoint sites aren't supported and may result in access or permission errors. SharePoint sites provisioned through this process can be reused across multiple Automatic Recording for Call Queue templates.

The Teams Admin Center administrator creating the automatic recording template becomes the SharePoint Site Admin.

Recording document owner

The Teams administrator (preferred) or Teams user who can access the recording if there's a problem uploading it to SharePoint. This is only for upload failure situations.

Recording status

Enable or disable call recording. Recording is disabled by default.

Transcription status

Enable or disable call transcription. Transcription is disabled by default.

Agent access permissions

Can call queue representatives access the recordings for the queue or not. Access is disabled by default.

If enabled, representatives see all recordings for the queue.

Recording announcement

The announcement played to callers telling them their call is being recorded.

The system default announcement is used if no custom announcement is configured.

The default announcement is:

This call will be automatically recorded and saved in SharePoint."

The announcement can be an audio file or a text to speech greeting.

PowerShell examples

Automatic Recording for Call Queue configuration is currently available through PowerShell only. Configuration support in Teams Admin Center is coming soon.

Example 1

Create a new automatic recording for call queue template using the default greeting 
New-CsAutoRecordingTemplate -Name "name of template" -Description "Customer service - agents have access -RecordingEnabled $true -TranscriptionEnabled $true -AgentViewPermission All -SharePointHostName "contoso.sharepoint.com" -SharePointSiteName "Customer Service" -RecordingDocumentOwner "<OwnerGUID> "

Example 2

Create a new automatic recording for call queue template with a custom text to speech greeting 
New-CsAutoRecordingTemplate -Name "<name>" -Description "<description>" -RecordingEnabled $true -TranscriptionEnabled $true -AgentViewPermission All -SharePointHostName "<contoso.sharepoint.com>" -SharePointSiteName "<site name>" -RecordingDocumentOwner "<UserGUID> -AutoRecordingAnnouncementTextToSpeechPrompt "<announcement>"

Assign an Automatic Recording for Call Queue template to a call queue

To assign an existing automatic recording for call queue template to a call queue 
Get-CsAutoRecordingTemplate

A list of existing recording templates is returned. Each template has a unique ID.

Set-CsCallQueue -Identity <CallQueueGUID> -AutoRecordingTemplateId <ID from above>

There are two ways to get the CallQueueGUID:

  1. Edit the call queue in Teams Admin Center. The GUID is in the URL:

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

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

Create a Call queue in Microsoft Teams

Introduction to Microsoft Teams third-party compliance recording

  • Last updated on