Setup - Automatic Recording for Teams Phone Agent

This article is for IT pros and Teams administrators who want to create an automatic recording template for Teams Phone Agent and assign the template to a Teams Phone Agent to record and transcribe inbound calls.

Planning and licensing review

Planning

• Overview of Teams Phone Agent, Auto Attendant, and Call Queue
• Recording calls
• Getting started

Licensing

• Teams Phone Agent
• Auto Attendant and Call Queue

Known issues

• Changes to the SharePoint site structure, file names, or permissions can cause access issues, permission errors, or automatic recording failures.
• To assign an automatic recording template to a Teams Phone Agent or manage its authorized users list, the Teams administrator must also be a SharePoint site administrator for the site used by the template. See Teams Phone Agent management and SharePoint interaction on how to avoid this issue.

Prerequisites

• Ensure SharePoint site creation is enabled in the tenant (default is on). See Manage site creation in SharePoint.
• The SharePoint host must exist and must have been visited at least once before you create the template.

Teams Phone Agent management and SharePoint interaction

The Teams administrator creating the automatic recording template becomes the SharePoint site admin of the template's associated site.

Tip

Microsoft recommends that all other Teams administrators be configured as SharePoint site admins. This will prevent issues when trying to reuse the SharePoint site in other templates or when trying to manage the authorized users on Teams Phone Agent with an automatic recording for template assigned.

Automatic recording for Teams Phone Agent templates

Each automatic recording for Teams Phone Agent template requires that the following items be configured:

Name

The name of the recording template.

Description

A description for the recording template.

SharePoint host name

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

Example: contoso.sharepoint.com

The host must already exist and must have been visited in a standard browser before you create the template.

This setting can't be modified once the template is created.

SharePoint site name

The name of the SharePoint site where recordings and transcriptions are stored.

The site must be provisioned through the template creation process. Manually created SharePoint sites aren't supported and might cause access or permission errors. You can reuse sites provisioned through this process across multiple Automatic Recording for Teams Phone Agent templates.

The Teams administrator creating the automatic recording template becomes the SharePoint site admin.

This setting can't be modified once the template is created.

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 access is only for upload failure situations.

Recording enabled

Enable or disable call recording.

Recording is disabled by default.

Transcription enabled

Enable or disable call transcription.

Transcription is disabled by default.

Recording announcement

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

For Teams Phone Agent, you can configure a custom text-to-speech (TTS) prompt by using AutoRecordingAnnouncementTextToSpeechPrompt.

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.

PowerShell examples

Automatic Recording for Teams Phone Agent is currently configured through PowerShell only. Configuration in the Teams admin center is coming soon.

Microsoft Teams PowerShell module 7.8.0 or later is required.

Connect-MicrosoftTeams

Example 1

Create a new automatic recording template for Teams Phone Agent using the default greeting

$recordingTemplate = New-CsAutoRecordingTemplate `
    -Name "Customer service" `
    -Description "Automatic recording and transcription for customer service" `
    -RecordingEnabled $true `
    -TranscriptionEnabled $true `
    -SharePointHostName "contoso.sharepoint.com" `
    -SharePointSiteName "Customer Service Recordings" `
    -RecordingDocumentOwner "<UserGUID>"

$recordingTemplate | Select-Object Name, Id, RecordingEnabled, TranscriptionEnabled, SharePointHostName, SharePointSiteName, RecordingDocumentOwner

The cmdlet returns the new template. Save the value of Id; you need it when you assign the template to a Teams Phone Agent.

Example 2

Create a new automatic recording template for Teams Phone Agent with a custom text-to-speech greeting

$recordingTemplate = New-CsAutoRecordingTemplate `
    -Name "Customer service with custom announcement" `
    -Description "Automatic recording and transcription with a custom announcement" `
    -RecordingEnabled $true `
    -TranscriptionEnabled $true `
    -SharePointHostName "contoso.sharepoint.com" `
    -SharePointSiteName "Customer Service Recordings" `
    -RecordingDocumentOwner "<UserGUID>" `
    -AutoRecordingAnnouncementTextToSpeechPrompt "This call is being recorded for quality assurance."

$recordingTemplate | Select-Object Name, Id, RecordingEnabled, TranscriptionEnabled, SharePointHostName, SharePointSiteName, RecordingDocumentOwner, AutoRecordingAnnouncementTextToSpeechPrompt

Note

Enter the custom text-to-speech prompt in the language configured for the Teams Phone Agent.

Assign an automatic recording template to a Teams Phone Agent

Assign an existing automatic recording template to a Teams Phone Agent

Get-CsAutoRecordingTemplate | Select-Object Name, Id

$teamsPhoneAgent = Get-CsAutoAttendant -Identity "<TeamsPhoneAgentGUID>"
$teamsPhoneAgent.AutoRecordingTemplateId = "<RecordingTemplateGUID>"
Set-CsAutoAttendant -Instance $teamsPhoneAgent

To get the TeamsPhoneAgentGUID, use one of the following methods:

1. Edit the Teams Phone Agent in the Teams admin center. The GUID appears in the URL:

https://admin.teams.microsoft.com/auto-attendants/v2/edit/<TeamsPhoneAgentGUID>

1. Run Get-CsAutoAttendant -NameFilter "<TeamsPhoneAgentName>" | Select-Object Identity, Name. To list more Teams Phone Agents, see Get-CsAutoAttendant.

Verify the assignment

Run the following command and confirm that the returned value matches the recording template ID:

(Get-CsAutoAttendant -Identity "<TeamsPhoneAgentGUID>").AutoRecordingTemplateId

Place an inbound test call to the Teams Phone Agent. Confirm that the caller hears the recording announcement and that the recording and, if enabled, the transcription appear in the configured SharePoint site.

To replace the template, assign a different template ID and run Set-CsAutoAttendant -Instance $teamsPhoneAgent again. To stop using automatic recording, set AutoRecordingTemplateId to $null and save the auto attendant:

$teamsPhoneAgent = Get-CsAutoAttendant -Identity "<TeamsPhoneAgentGUID>"
$teamsPhoneAgent.AutoRecordingTemplateId = $null
Set-CsAutoAttendant -Instance $teamsPhoneAgent

Troubleshooting

• If template creation fails, verify that the SharePoint host exists, has been visited, and that SharePoint site creation is enabled.
• If recordings aren't uploaded, verify that the recording document owner is valid and that the template creator has SharePoint site administrator permissions.
• If calls aren't recorded or transcribed, verify RecordingEnabled, TranscriptionEnabled, and AutoRecordingTemplateId by using Get-CsAutoRecordingTemplate and Get-CsAutoAttendant.

Related articles

• Create a Teams Phone Agent in Microsoft Teams
• New-CsAutoRecordingTemplate
• Get-CsAutoRecordingTemplate