We’re excited to announce Teams Phone now supports third-party ISV compliance recording at the call queue level, making policy-based recording simpler, more automated, and easier to manage.
What’s New?
Compliance recording for call queues enables organizations to use third-party solutions to record the entirety of call queue calls, supporting regulatory compliance and a seamless caller experience. User-level compliance recording isn't supported for call queues, which can cause overlapping announcements and disrupt user experience. This new feature helps simplify management across large enterprises, support dynamic rep membership, and improve regulatory compliance through seamless integration. Admins can easily apply the policy to ensure that all calls for a specific queue are recorded.
Highlights:
- Less administration overhead: Calls are recorded at the call queue level, not at individual participant level, ensuring less administration overhead.
- Conference-mode only: Available exclusively for conference-mode call queues.
- Improved caller experience: Eliminates redundant announcements and ensures the recorder is present before the agent joins.
- Customizable announcements: Configure a custom message to inform callers that their call “may” be recorded, played after the initial greeting and in tandem with recorder invitation which results in faster connection times.
How to Configure Compliance Recording for Call Queues
Initial setup:
- Provision the third-party compliance recording solution in your tenant. Microsoft offers a Teams certification program for compliance recording vendors, learn more.
- Configuration is applied at the call queue level, not per user.
- Use the following PowerShell cmdlets for setup:
- New-CsComplianceRecordingForCallQueueTemplate
- Set-CsComplianceRecordingForCallQueueTemplate
- Remove-CsComplianceRecordingForCallQueueTemplate
- New-CsCallQueue
- Set-CsCallQueue
- Options include:
- On/off switch for the feature
- List of compliance recording applications (with strict/optional toggles and high-availability options)
- Custom recording announcement (text-to-speech or audio file)
- -BotApplicationInstanceObjectId field set to the object ID from Get-CsOnlineApplicationInstance
- Paired application configuration for high availability
Note: Configuring via Teams admin center is planned for a future release.
Feature Limitations and Intersections
- Only available for conference-mode call queues (not transfer-mode or outgoing on-behalf-of scenarios).
- Standard compliance recording policies assigned to agents are ignored when the agent joins as part of a queue enabled for this feature.
- Some advanced features (call chaining, custom banners, grouping) are not initially supported.
Questions or Feedback?
For more detailed configuration steps and technical guidance, please refer to the official documentation or discuss with your third-party compliance recording solution partner to ensure it is enabled on your recording platform. The feature must be activated by your partner before it can be used in your environment.
Microsoft