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Introduction to Teams policy-based recording for callings & meetings

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    Microsoft Teams

Policy-based recording enables organizations that adopt Microsoft Teams for calling and meetings to stipulate, using an administrative policy, when calls and online meetings should be automatically recorded and captured for subsequent processing and retention as required by relevant corporate or regulatory policy.

Teams has been enhanced to support integration of third-party recording solutions, including the platform functionality, user experiences, and administrative interfaces needed to provide an end-to-end solution for configuring, managing, recording, storing, and analyzing Teams communications. Enhancements include communications platform APIs and events for recording, which provides:

  • Seamless, high-quality media capture across devices and all supported endpoints for audio, video, screen share, and chat.

  • Support for interaction capture between Teams users and supported calling endpoints (Teams, Teams Mobile, Skype for Business, PSTN)

  • New administrative policies for compliance recording, including integration with existing Teams administrative calling and meeting tools and policies

Compliance Recording can be enabled on Microsoft 365 A3/A5/E3/E5/Business Premium, Office 365 A3/A5/E3/E5 users, Teams Rooms license, or Microsoft Teams Shared Devices license.

Note

Compliance recording is currently not supported for E911 emergency calling services.

The compliance recording solution integration capabilities were also reviewed at Ignite 2019 in the Compliance Recording and Microsoft Teams session.

Teams interaction recording overview

Interaction recording use cases can effectively be separated into four primary categories of recording functionality – Convenience, Functional, Organizational, and Lawful Intercept, as shown in the image:

Screenshot showing the interaction recording what and why.

Each of the categories entails different requirements for how recordings are initiated, what is recorded, where recordings are stored, who is notified, who controls access, and how retention is handled.

Type Convenience (Regular Teams Recording) Org - Regulated (Compliance Recording)
Initiator User Admin (system)
Target Per-call / meeting Per-user
Storage owner User Compliance
Notification required? Yes Yes
Access Owner User Compliance
Retention Policy? Optional Yes

Teams provides various capabilities for convenient and functional recording of meetings and live events. Organizational recording means enabling organizations that adopt Teams for calling and meetings to stipulate, by way of an administrative policy, when calls and online meetings should be automatically recorded and captured for subsequent processing and retention as required by relevant corporate or regulatory policy. Users under this policy will be aware that their digital interactions with Teams are being recorded but will not be able to disable the recording and will not have access to the recording once the interaction is complete. The recording becomes part of the organizational archive available to compliance and legal personnel for eDiscovery, legal hold, and other corporate retention uses.

Example user needs

Persona Needs
Recorded users

  • Be notified when recording is in progress.

  • Be informed when policy and/or recorder error is causing changes in calling behavior.
Communications admin

  • Understand why and how to apply / enforce recording policies to Teams users / endpoints.

  • Configure and maintain Teams recording policies for the organization.

  • Monitor and troubleshoot recording-related issues with Teams calls and meetings.

  • Support internal compliance officer with operational analytics on usage, quality, and reliability.
Compliance officer

  • Collect all Teams communications in the manner required to meet compliance obligations in appropriate regional boundaries.

  • Search for interactions based on communication-related metadata or interaction content. Common examples include:

    • Metadata - Participants, time, direction, dialed number, origin number, Custom business data

    • Content – Transcription, sentiment, phonetics, related interactions

  • Analyze and interact with collected communications, including the ability to monitor interactions as they are being collected.

  • Ensure security of collected communications and prevent tampering at all stages.

Solution architecture overview

Compliance recording solutions are integrated with Teams as shown in the following diagram:

Screenshot showing the team custom app setting.

Note

This solution is designed specifically to enable policy-based compliance recording with Teams. Any other use of this solution will not be supported.

Recorder

The core component of the compliance recording solution is the recorder. Recorders are built as scalable Azure-based services (bots) that use Microsoft's communications platform and register as applications with Microsoft Graph. The recorder provides the direct interaction with the Teams calls and meetings communications platform APIs and provides the endpoint for media ingestion.

A sample compliance recorder application is available that shows how to configure the bot, create the app instance and assign the compliance policies. The sample also has examples on API usage for recording specific interactions such as handling incoming call routing, changing recording states, and removing the user who is being recorded. Graph documentation on the specific APIs can be found here for updateRecordingStatus and incomingContext.

The exact implementation of the recorder service will vary by partner but must be designed to support multiple recorders in order to achieve high availability and geographical distribution of deployment to reduce latency from Teams to the recorder. In addition, it is expected that Recorders themselves be designed with resiliency and redundancy in mind.

Partners must confirm the minimum required release version of the Microsoft Graph communications APIs and SDKs with Microsoft before submitting their solution for certification to ensure that all requirements of compliance recording integration are supported.

Two specific requirements that are fundamental for compliance recording scenario are:

  • Recorder bot must be deployed in Azure

  • Recorder bot must run on a Windows VM in Azure

The Azure and Windows VM requirements only apply to the Teams Bot component, which means that a partner may implement the rest of the platform of their choice provided they can meet the relevant performance and functional requirements for compliance recording.

Compliance recording policy assignment and provisioning

IT Administrators can determine which users are to be recorded and which recorder will be used for each user, by creating and assigning compliance recording policies. Recorders are automatically invited to participate in conversations based on the configuration of these policies when a communication interaction takes place. Compliance recording policies are managed using Microsoft PowerShell and can be applied at the tenant, per-user, and security group level for each organization. You can find more information on Microsoft Learn for Meeting policies, calling policies and group policies.

  1. Create an application instance in your tenant.

    PS C:\> New-CsOnlineApplicationInstance -UserPrincipalName cr.instance@contoso.onmicrosoft.com -DisplayName ComplianceRecordingBotInstance -ApplicationId fcc88ff5-a42d-49cf-b3d8-f2e1f609d511

RunspaceId        : 4c13efa6-77bc-42db-b5bf-bdd62cdfc5df
ObjectId          : 5069aae5-c451-4983-9e57-9455ced220b7
TenantId          : 5b943d7c-5e14-474b-8237-5022eb8e0dc9
UserPrincipalName : cr.instance@contoso.onmicrosoft.com
ApplicationId     : fcc88ff5-a42d-49cf-b3d8-f2e1f609d511
DisplayName       : ComplianceRecordingBotInstance
PhoneNumber       :

    PS C:\> Sync-CsOnlineApplicationInstance -ObjectId 5069aae5-c451-4983-9e57-9455ced220b7

  2. Create a Compliance Recording policy.

    PS C:\> New-CsTeamsComplianceRecordingPolicy -Identity TestComplianceRecordingPolicy -Enabled $true -Description "Test policy created by tenant admin"

Identity                        : Global
ComplianceRecordingApplications : {}
Enabled                         : True
WarnUserOnRemoval               : True
Description                     : Test policy created by tenant admin

    PS C:\> Set-CsTeamsComplianceRecordingPolicy -Identity TestComplianceRecordingPolicy `
-ComplianceRecordingApplications @(New-CsTeamsComplianceRecordingApplication -Id 5069aae5-c451-4983-9e57-9455ced220b7 -Parent TestComplianceRecordingPolicy)

    See Set-CsTeamsComplianceRecordingPolicy.

  3. Assign the Compliance Recording policy to a user.

    PS C:\> Grant-CsTeamsComplianceRecordingPolicy -Identity testuser@contoso.onmicrosoft.com -PolicyName TestComplianceRecordingPolicy

    See Grant-CsTeamsComplianceRecordingPolicy.

    PS C:\> Get-CsOnlineUser testuser@contoso.onmicrosoft.com | select SipAddress, TenantId, TeamsComplianceRecordingPolicy | fl

UserPrincipalName              : testuser@contoso.onmicrosoft.com
TenantId                       : 5b943d7c-5e14-474b-8237-5022eb8e0dc9
TeamsComplianceRecordingPolicy : TestComplianceRecordingPolicy

User experiences

Support for notifications is enabled using the Teams client experiences. The experiences can be either visual or audio.

Teams clients - visual notice

  • Desktop/web
  • Mobile (iOS/Android)
  • Teams phones
  • Teams rooms

Other endpoints - audio notice

  • SIP phones
  • Skype for Business
  • Audio conferencing (audio notice in dial-in number's default or user-selected language)
  • PSTN callers (audio notice in Teams user's default language)

Note

Compliance Recording is not supported with Conference mode call queues. Please use Transfer mode call queues. Compliance Recording will not work if users have experienced an Internet outage, and are making and receiving PSTN calls using an SBA.

Compliance recording for Teams certification programs

In addition to publishing publicly available APIs allowing partners to develop and integrate CCaaS solutions with Teams, we have developed the compliance recording for Microsoft Teams certification program to provide customers with the assurance that each participating partner's solution has been tested and verified to provide the quality, compatibility, and reliability they expect from Microsoft solutions.

The following partners have certified their solution for Microsoft Teams.

Partner Solution website
ASC Technologies https://www.asctechnologies.com/english/ASC_Recording_Insights_Compliance_Recording_for_Microsoft_Teams.html
AudioCodes https://online.audiocodes.com/smarttap-360-live-for-microsoft-teams
CallCabinet https://www.callcabinet.com/compliance-microsoft-teams-call-recording
Dubber https://www.dubber.net/call-recording/
Insightful Technology https://insightfultechnology.com/teams/
Mida Solutions https://www.midasolutions.com/recorder-for-teams/
NICE Engage https://www.nice.com/products/workforce-engagement/call-recording/air-and-engage
NICE NTR https://www.niceactimize.com/compliance/ms-teams-recording.html
Numonix https://numonix.cloud
Oak Innovation https://www.oakinnovate.com/clarify
Red Box https://www.redboxvoice.com/compliance-recording-for-microsoft-teams
Theta Lake https://thetalake.com/integrations/microsoft/
Verint https://www.verba.com/solutions/microsoft-teams-recording
Oak Innovation https://www.oakinnovate.com/clarify

The following partners are in the process of certifying their solution for Microsoft Teams.

Partner Solution website
GuardRec https://www.guardrec.com/en/teams-compliance-recording/
Landis Technologies https://landistechnologies.com/
Luware https://luware.com/en/solution/microsoft-teams-recording/
Redwood Technologies https://www.contentguru.com/en-gb/solutions/needs/compliance-recording-MS-Teams/

This list will be updated as more partners join and meet the certification criteria.

Next steps

If you are a vendor seeking to join the certification program, fill out this form as the next step. If you need to provide additional context and details, send a mail to Teamscategorypartner@microsoft.com.