Set Up Policy Call Recording

If new to Landis Contact Center, please visit Getting Started to setup a contact center organization before setting up policy call recording.

Overview of Setting Up Policy Call Recording

  1. Create Teams Resource Account for Recording Bot.

  2. Create Teams Recording Policy.

  3. Assign Teams Recording Policy to users.

  4. Setup Contact Center Users

  5. Assign policy recording users a Direct Call Records Group.

  6. Create or edit a Call Setting Policy to enable recording.

  7. Assign the Call Setting Policy to the Direct Call Records Group.

Create Teams Recording Policy

Connect to Skype for Business online PowerShell and run the following commands:

  1. Create Teams Resource account for Recording Bot:

$instance = New-CsOnlineApplicationInstance -UserPrincipalName "[email protected]" -DisplayName "LandisContactCenterRecordingBotInstance" -ApplicationId 3a08b250-02ce-4316-94f7-069f4ae0c41b
Sync-CsOnlineApplicationInstance -ObjectId $Instance.ObjectID

2. Create Teams Recording policy:

New-CsTeamsComplianceRecordingPolicy -Identity LandisContactCenterRecordingPolicy -Enabled $true -Description "Recording Policy for Landis Contact Center"
Set-CsTeamsComplianceRecordingPolicy -Identity LandisContactCenterRecordingPolicy -ComplianceRecordingApplications @(New-CsTeamsComplianceRecordingApplication -Id $Instance.ObjectID -Parent LandisContactCenterRecordingPolicy -RequiredBeforeCallEstablishment $false -RequiredDuringCall $false -RequiredBeforeMeetingJoin $false -RequiredDuringMeeting $false)

Enable Users for Policy Recording

  1. Assign the Teams recording policy to users:

Grant-CsTeamsComplianceRecordingPolicy -Identity "[email protected]" -PolicyName LandisContactCenterRecordingPolicy

2. Verify policy recording users are setup in Contact Center. See Setup Users

3. Assign policy recording users a Direct Call Records Group. Configuration | Users | Edit | Contact Center Settings | Direct Call Records Group. To create or edit a group, see Direct Call Records Group

4. Create or edit a Call Setting Policy to enable a Recording Mode. Administration | Call Setting Policies | Add or edit. See Call Setting Policies

5. Assign the Call Setting Policy to the Direct Call Records Group assigned to the policy recording users. Administration | Organization Units | Select the Direct call records group name | On the Call Setting Policy box, select the edit button | Select the call settings policy

6. Assign the users a Data Access Policy to the Direct Call Records Group. Administration | Organization Units | Select the Direct call records group name | Verify the users are listed on the right panel and have the agent (at minimum) Data Access Policy. If the users are not listed, select "Add Member" button and add the users.

If the Call setting Policy allows the agent to enable or disable recording, the agent can control this on the agent panel.

Recordings can be stored in your own Azure blob storage. See External Recording Storage.‚Äč

The Teams recording policy may take up to 24 hours for it to be applied. During this time, calls will not be recorded in Contact Center.

Disable Users for Policy Recording

Grant-CsTeamsComplianceRecordingPolicy -Identity "[email protected]" -PolicyName $null