SOLVED

MS Teams Voice PSTN Call recording & transcription

Copper Contributor

Hey all

 

I have 2 questions regarding MS teams voice PSTN direct routing.

1. Can calls made via PSTN direct routing be natively recorded or does this require a 3rd party tool?

2. Is it possible to generate transcripts of PSTN calls and have them available to internal users within the tenant?

 

Thanks

Daniel

3 Replies
best response confirmed by daniel_yitd (Copper Contributor)
Solution

Hi @daniel_yitd,

1. Unfortunately, for PSTN calls made via Direct Routing, native recording is not fully supported.

2. It is possible to generate transcripts of PSTN calls and have them available to internal users within the tenant, but this typically requires third-party tools (for example AudioCodes or NICE inContact).


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Kindest regards,


Leon Pavesic
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(Twitter)

Most organisations record calls to support compliance or improve customer service. This requires a level of control to access control and storage periods which can not be achieved natively.
See how to record and transcribe phone calls, Teams calls and meetings in this video - https://vimeo.com/947426413/2feddf05aa

Hope this helps
1 best response

Accepted Solutions
best response confirmed by daniel_yitd (Copper Contributor)
Solution

Hi @daniel_yitd,

1. Unfortunately, for PSTN calls made via Direct Routing, native recording is not fully supported.

2. It is possible to generate transcripts of PSTN calls and have them available to internal users within the tenant, but this typically requires third-party tools (for example AudioCodes or NICE inContact).


Please click Mark as Best Response & Like if my post helped you to solve your issue.
This will help others to find the correct solution easily. It also closes the item.


If the post was useful in other ways, please consider giving it Like.


Kindest regards,


Leon Pavesic
(LinkedIn)
(Twitter)

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