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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
None.
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 anwering 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.
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.
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 for Call Queue templates
Each automatic recording for call queue template requires that the following items be configured:
Name
The name of the template.
Description
A description for the template.
SharePoint host name
The name of the SharePoint host where the call recordings are stored.
Example: contoso.sharepoint.com
This setting can't be modified once the template is created.
SharePoint site name
The SharePoint site name where the recordings are stored.
The SharePoint site must be provisioned through the template creation process. Manually created SharePoint sites aren't supported and may result in access or permission errors. SharePoint sites provisioned through this process can be reused across multiple automatic recording for call queue templates.
The Teams administrator creating the automatic recording template becomes the SharePoint site admin.
This setting can't be modified once the template is created.
Recording document owner
The Teams administrator (preferred) or Teams user who can access the recording if there's a problem uploading it to SharePoint. This access is only for upload failure situations.
Recording enabled
Enable or disable call recording.
Recording is disabled by default.
Transcription enabled
Enable or disable call transcription.
Transcription is disabled by default.
Agent view permissions
Control whether call queue representatives (agents) can access recordings and transcriptions for the queue in SharePoint and Queues App Shared Call History.
Agent view is disabled by default.
This setting can't be modified once the template is created.
Recording announcement
The announcement played to callers to let them know their call is being recorded.
The system default announcement is used if no custom announcement is configured.
The default announcement is:
This call will be automatically recorded.
The announcement can be an audio file or a text-to-speech greeting.
PowerShell examples
Automatic Recording for Call Queue is currently configured through PowerShell only. Configuration in the Teams admin center is coming soon.
Microsoft Teams PowerShell module 7.8.0 or later is required.
Example 1
Create a new automatic recording for call queue template using the default greeting
New-CsAutoRecordingTemplate -Name "name of template" -Description "Customer service - agents have access" -RecordingEnabled $true -TranscriptionEnabled $true -AgentViewPermission All -SharePointHostName "contoso.sharepoint.com" -SharePointSiteName "Customer Service" -RecordingDocumentOwner "<OwnerGUID>"
Example 2
Create a new automatic recording for call queue template with a custom text-to-speech greeting
New-CsAutoRecordingTemplate -Name "<name>" -Description "<description>" -RecordingEnabled $true -TranscriptionEnabled $true -AgentViewPermission All -SharePointHostName "<contoso.sharepoint.com>" -SharePointSiteName "<site name>" -RecordingDocumentOwner "<UserGUID>" -AutoRecordingAnnouncementTextToSpeechPrompt "<announcement>"
Assign an Automatic Recording for Call Queue template to a call queue
To assign an existing automatic recording for call queue template to a call queue
Get-CsAutoRecordingTemplate
A list of existing recording templates is returned. Each template has a unique ID.
Set-CsCallQueue -Identity <CallQueueGUID> -AutoRecordingTemplateId <ID from above>
There are two ways to get the CallQueueGUID:
Edit the call queue in the Teams admin center. The GUID is in the URL:
https://admin.teams.microsoft.com/call-queues/v2/edit/e01a9a6a-6d9b-4faf-b278-019d0868d35cUse
Get-CsCallQueue | Select-Object Identity, Nameto list the first 100 call queues. To list more call queues, see Get-CsCallQueue.