Recording Rules
An overview of recording rules in Luware Recording, what they are, and the kinds of compliance and business scenarios they can support.
Overview
By default, Luware Recording captures every conversation for users who have been enabled for recording. Recording rules give you the ability to go beyond that and apply conditions to recording behavior, so that specific conversations are recorded, excluded, or handled differently based on who is involved or how the call was made.
Rather than a blanket approach, recording rules let you align capture behavior with your actual compliance requirements. This is particularly useful for organizations that only need to record certain types of interaction, or that need to ensure specific conversations are handled in a particular way.
☝ Enablement
Recording Rules are included in the Professional solution package or higher. To enable any of the features described in this article, raise a support ticket and a Luware engineer will configure them for your environment.
Microsoft Teams Selective Recording Settings
For Microsoft Teams, Luware Recording includes a set of purpose-built selective recording options that address common compliance scenarios without needing a fully custom rule. These settings are straightforward to enable and cover the most frequently requested capture behaviors.
| Setting | What It Does |
|---|---|
| Record Only if External User Is Participating | Recording only takes place when at least one external participant is present. Conversations between internal users are not captured. This is useful for organizations whose compliance obligations apply specifically to client-facing or third-party communications. |
| Record Video Only for External Users | Audio is recorded for all participants, but video is only captured for external users. Internal video streams are excluded. This is helpful where internal video is considered out of scope for compliance purposes. |
| Start Controlled Recording Automatically If External User Is Participating | Recording starts automatically when an external participant joins a PSTN, federated, or meeting call. No manual action is required from the user, reducing the risk of a recordable conversation being missed. |
| Record Only Scheduled Meetings | Only meetings that were planned in advance by specified organizers are recorded. Ad hoc calls and informal conversations are excluded. A subject-line filter can also be applied to narrow the scope further, for example to capture only meetings with a specific naming convention. |
Selective Recording Rules
For more nuanced requirements, Luware Recording supports fully configurable selective recording rules. These let you define precisely when a conversation should or should not be recorded, based on conditions you specify. A rule can be assigned to individual users or rolled out to all users through the Active Directory Sync, so that everyone onboarded under a particular group inherits the same behavior automatically.
Full Recording Mode Required
Selective Recording Rules are only supported when the user's Recording mode is set to Full.
How Rules Are Evaluated
A recording rule is made up of sections, each of which defines a condition and an action. When a conversation starts, Luware Recording checks each section in order. The first section whose conditions are met determines what happens to that conversation, and the rest of the rule is ignored.
If none of the sections match, no action is taken and the conversation is not recorded. A section with no conditions at all will always match, which makes it a useful catch-all placed at the end of a rule to define a default behavior.
What You Can Base Rules On
Rules can be built around a range of conversation attributes. You can target calls based on the identity of the caller or recipient, the participation of any specific party, Microsoft Teams or Nimbus metadata, or the tenant organization of the parties involved. This gives you enough flexibility to cover most real-world compliance and operational scenarios.
When matching against values like phone numbers or user identities, you can use an exact match, a wildcard pattern to cover a range of numbers or addresses, or a regular expression for more complex conditions.
What Rules Can Do
Each section in a rule triggers one of two outcomes when its conditions are met: the conversation is recorded, or it is explicitly excluded from recording. By combining these actions with conditions in a specific order, you can build rules that express exactly the recording logic your organization requires.
Example Scenarios
Recording rules are well suited to situations where a blanket record-all or record-nothing approach does not fit your compliance requirements. Some common examples:
- Record only calls involving external parties. An organization that needs to capture client-facing conversations but not internal ones can configure a rule that records when an external number or user is present, and excludes everything else.
- Exclude a specific group of users or numbers from recording. If certain internal teams or departments should never be recorded, a rule can explicitly exclude their identities before applying a broader record-all default to everyone else.
- Record only calls routed through a specific Nimbus service line. For contact centre environments, rules can target calls based on the Nimbus service line they arrived on, so that only the queues relevant to compliance are captured.
- Capture federated calls from a specific external organization. Where a regulatory obligation applies only to communications with a particular counterparty, rules can be scoped to that organization's Microsoft Teams tenant, leaving all other external calls unrecorded.
- Default to recording with specific exceptions. A rule can be structured so that a small set of exclusions are checked first, with a catch-all record action at the end covering everything that does not match an exclusion.
Getting Started
Recording rules are configured by Luware engineers based on your requirements. To discuss your scenario and get rules set up for your environment, raise a support ticket through the Luware Helpdesk Portal. If you are unsure which approach best fits your compliance obligations, the support team can advise on the right configuration before any changes are made.