Introduction
This article provides an overview of using Microsoft Power Automate to control the recording of Luware Nimbus calls for Microsoft Teams using Luware Recording, based on the caller’s choice to be recorded or not.
This capability allows recording to be selectively enabled or retained for Nimbus calls only, using caller input captured via Nimbus IVR and processed through Power Automate and Luware Recording APIs.
This article is intended for a technical audience and assumes familiarity with Microsoft Power Automate, Azure, and Luware Nimbus concepts.
SUBJECT TO CHANGE
This feature is evolving. Specifications may change, and this document will be updated accordingly.
Luware Recording with Microsoft Power Automate
Microsoft Power Automate is an online automation platform within the Microsoft 365 suite that enables the creation of automated workflows between applications and services.
Luware integrates Power Automate with Luware Nimbus and Luware Recording to control call recording for specific Nimbus call scenarios and service lines. This enables Nimbus calls to be recorded selectively in Luware Recording, rather than recording all Teams calls by default.
For more information on Power Automate, refer to the official Microsoft documentation:
https://powerautomate.microsoft.com/
Luware Nimbus Controlled Recording Overview
The solution uses the controlled and on-demand recording capabilities already available in Luware Recording. These are triggered through API integrations between:
- The customer’s Power Automate flow
- The Luware Recording API
- Luware Nimbus
When a call is made to or from a configured Nimbus service line, the Power Automate flow is triggered. Based on the caller’s selection in the Nimbus IVR, the flow determines whether recording should be started or retained.
Two recording modes are supported:
- Controlled recording
- On-demand recording
You can understand more on recording modes in this article here - Luware Recording - Luware Recording Modes
A Nimbus custom connector, provided by Luware, is used within Power Automate to integrate Nimbus events with Luware Recording. If the caller chooses to be recorded, Power Automate sends an API request to Luware Recording to start or retain the recording. Once triggered, the call is recorded as normal and made available for playback in the Luware Recording portal.
Prerequisites
Before deploying the Power Automate flow for Nimbus selective recording, the following prerequisites must be completed:
-
Azure Key Vault
Used to securely store secrets required by the flow. -
Azure Entra ID (formerly Azure AD) application registration
Used by the flow to access Azure Key Vault. -
Nimbus Power Automate Connector
Provided by a Luware System Engineer -
Microsoft Power Automate Premium license
Required to use the necessary connectors -
Azure Administrator account
Required in the customer’s Azure tenant -
Nimbus Service Line Owner account
The account used to create and run the flow must be an owner of the relevant Nimbus service line -
Nimbus IVR configuration
The IVR flow must be configured to capture the caller’s recording preference
In addition, the customer must decide:
- Recording mode(s)
- Recording direction(s)
- Nimbus service line(s) to be recorded
NOTE
Microsoft licensing costs are determined by Microsoft and are not included in the Luware subscription.
Recording Modes
Controlled Recording
With Controlled Recording, Luware Recording waits for an explicit trigger from the Power Automate flow before starting the recording.
For example, when an inbound call reaches a configured Nimbus service line and the caller opts in to recording, Power Automate sends an API call to Luware Recording to start recording the call. User extensions in Luware Recording must be configured for controlled recording.
If no trigger is received, the call is not recorded.
On-Demand Recording
With On-Demand Recording, Luware Recording automatically starts recording all calls for recorded users. However, recordings are only retained if Luware Recording receives an instruction to keep them.
When used with Power Automate, the flow sends an API call to Luware Recording instructing it to retain the recording. If no retention instruction is received, the recording is automatically deleted after a predefined period.
With this method:
- All calls start recording immediately
- Only selected Nimbus calls are retained
- No part of the call is missed
Nimbus Service Lines
The customer must provide the UPN(s) and APP ID(s) of the Nimbus service lines that should be recorded.
- Multiple service lines can be configured within a single Power Automate flow.
- If different recording modes or directions are required per service line, multiple Power Automate flows must be created.
- Additional flows require additional Power Automate licenses.
Nimbus IVR Configuration
A Nimbus parameter must be created, which will control the recording of the call.
The Nimbus IVR flow should:
- Prompt the caller to choose whether they want to be recorded
- Capture the caller’s input
- Update the isRec parameter accordingly
If the caller chooses not to be recorded (for example, by pressing 1), the parameter is set to 1.
If no input is received, the parameter remains 0.
This parameter is passed into Power Automate, where it is used to determine whether recording should be started or retained.
See Nimbus articles on how to configure your workflows - Luware Nimbus - Workflows
Power Automate Configuration
All prerequisites must be completed before configuration can begin. A Luware engineer will validate the prerequisites before importing the flow.
A workshop is conducted with the customer to import and configure the Power Automate flow.
High-level steps include:
- Creating required data connections in Power Automate
- Importing the Power Automate flow provided by Luware
- Configuring the flow based on:
- Nimbus service lines
- Recording mode
- Recording direction
At the start of the flow, a condition checks the caller’s recording preference. If recording is declined, the flow terminates. If accepted, the flow continues and triggers Luware Recording via API.
Testing
The customer is responsible for testing and validating the flow before production deployment.
Luware can assist during testing if required.
A test plan will be provided by Luware; execution and sign-off remain the customer’s responsibility.
Limitations
- With Controlled Recording, the first few seconds of a call are not recorded due to Power Automate execution time.
- Music on Hold must be disabled for Microsoft Teams users in the customer tenant, due to Microsoft Teams call handling behaviour when calls are placed on hold.