Setup - Automatic Recording template for Call Queue

  • Vzťahuje sa na: Microsoft Teams

This article is for IT pros and Teams administrators who want to configure automatic recording and transcription for inbound call queue calls.

Planning and licensing review

Planning

Licensing

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 call queue or manage its authorized users list, the Teams administrator must also be a SharePoint site administrator for the site used by the template. See Call queue management and SharePoint interaction on how to avoid this issue.
  • Explicit recording consent must be Off.

Prerequisites

Important

Users require Queues App to access the features described in this article. See Queues App licensing.

  • Ensure SharePoint site creation is enabled in the tenant (default is on). Manage site creation in SharePoint.
  • The SharePoint host must have been visited at least once prior to creating the template.
  • Conference mode is enabled on the call queue.
  • Call answering must use a group or channel.
    • Users and Shifts are not supported
  • Shared Call History in enabled on the call queue.
    • With Shared Call History enabled, authorized users and representatives (agents) will be able to access the recordings and transcriptons through Queues App.

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

Call queue 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 call queues with an automatic recording for call queue template assigned.

Automatic Recording template for Call Queue

An automatic recording template for Call Queue defines where, in SharePoint, recordings and transcripts will be stored, the prompts played to callers to let them know that recording is enabled, and defines who has access to the recordings.

An automatic recording template for Call Queue can be reused across multiple call queues.

Create the automatic recording template for Call Queue

  1. In the Teams admin center, go to Voice > Templates and resources.
  2. Select Templates.
  3. Select Automatic Recording as the template type.
  4. Select Add to create a new Automatic Recording template.
  5. Enter a Name for the template.
  6. Enter a Description for the template.
  7. Call recording is enabled by default. Disable call recording if required.
  8. Transcription is enabled by default. Disable transcription if required.
  9. Select which call recordings call queue representatives (agents) can access. Authorized users have access by default.
    • For the best experience, it is recommended to use Queues app with shared call history enabled to access the recordings.
    • This setting can't be modified once the template is created.
  10. Use the Default announcement or configure a Custom announcement.
    • The default announcement is: This call will be recorded.
  11. Enter the SharePoint host name.
    • 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.
  12. Enter the SharePoint site name.
    • 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.
    • This setting can't be modified once the template is created.
  13. Select a user, preferably a Teams administrator, to be the Recording Document Owner.
    • This user can access the recording if there's a problem uploading it to SharePoint.
    • This access is only for upload failure situations.
  14. Select Save.

Assign the template to the call queue

  1. In the Teams admin center, go to Voice > Call queue.
  2. Select the call queue you want to have automatic recording for.
  3. On the Templates tab, scroll to find the Automatic recording template section.
  4. Select the automatic recoding template template from the dropdown.
  5. Select Submit.

Create a Call queue in Microsoft Teams

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