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Configure compliance recording for Microsoft Teams call queues

Configure compliance recording for Microsoft Teams call queues

VFC 10.0.4 AND NEWER

The VFC Microsoft Teams integration supports the recording of calls made to call queues. To enable call queue recording, compliance recording needs to be configured.

Before you begin

  • Call queue agents have to exist as users in VFC and extensions have to be assigned to them.

  • A call queue has to be configured in the Microsoft Teams admin center with the following minimum required settings:

    • Under General info, a resource account has to be associated with the call queue.

    • Under Call answering, Conference mode has to be enabled.

    • Under Call answering, users have to be associated with the call queue.

  • At least one compliance policy has to be created in Teams. 

  • Ensure that the following are installed on the tenant system:

    • PowerShell version 5.1 or newer

    • Nuget version 2.8.5.201 or newer

    • The Microsoft Teams PowerShell module

Procedure

  1. Configure the template:

    1. Log into the Azure tenant that hosts Teams with a user account that has the Global Administrator or Teams Service Administrator role assigned in Microsoft Entra ID.

    2. Open PowerShell as an administrator.

    3. Enter the following command to create a call queue compliance recording template that points to your bot and specifies that the bot must be present for the call to continue (strict recording):

      New-CsComplianceRecordingForCallQueueTemplate -Name "Customer Service" -Description "Required before/during call" -BotApplicationInstanceObjectId {BotApplicationInstanceObjectId} -RequiredDuringCall $true -RequiredBeforeCall $true

    4. Do one of the following to get the call queue GUID:

      1. Enter the following command to list the first 100 call queues, and copy the required GUID from the list. To list more call queues, see the Microsoft article for the Get-CsCallQueue command.

        Get-CsCallQueue | Select-Object Identity, Name

      2. Open the call queue in the Microsoft Teams Admin Center, and copy the GUID from the URL, which shows in the following format:

        https://admin.teams.microsoft.com/call-queues/v2/edit/<GUID>

    5. Enter the following command to assign the template to the Call Queue:

      Set-CsCallQueue -Identity <CallQueueGUID> -ComplianceRecordingForCallQueueTemplateId @(<ID from above ComplianceRecordingForCallQueueTemplate>)

Limitations for call queue recording

Known limitations apply for recording scenarios were a call queue agent receives a call:

  • Transfers, escalations to a meeting, and standard calls are not recorded when the calling party is an internal user.

  • Transfers, and escalations, and standard calls to a meeting are not recorded when the calling party is a federated user.

  • Call queue scenarios are only recorded for the call queue agents.

  • Escalations to a meeting are recorded for new users if they are members of the ACL list.

Related information

https://learn.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue

https://learn.microsoft.com/en-us/microsoftteams/aa-cq-compliance-recording

https://learn.microsoft.com/en-us/powershell/module/microsoftteams/new-cscompliancerecordingforcallqueuetemplate?view=teams-ps