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Compliance Recording for Microsoft Teams Call Queues

Compliance Recording for Microsoft Teams Call Queues

Overview

Compliance Recording for Microsoft Teams Call Queues enables regulated organizations to capture queue-based customer interactions using Microsoft’s policy-driven compliance recording framework together with Luware’s certified recording integration.

By using Microsoft Teams Compliance Recording Policies, the Luware Recording Bot is automatically invited into calls handled by a call queue. This ensures that calls are recorded securely, in line with defined policies, and stored with full metadata enrichment.

This article explains what call queue compliance recording provides, how Microsoft Teams and Luware components work together, and how to configure the feature. It also outlines optional behaviours such as fail open and fail close recording, as well as current platform limitations and upcoming changes.

How Does it Work?

Compliance Recording for Microsoft Teams Call Queues allows calls to be recorded at the call queue level instead of the traditional user level.

Key characteristics:

Compliance policies are assigned to the call queue, not to individual users.
Call queue agents do not need a compliance recording policy assigned to their user account.
Any agent answering a call from a configured call queue will have the call recorded automatically.

Prerequisites

Luware Recording

Call queue agents must exist as users in Luware Recording.
Extensions must be assigned to all call queue agents.
You must be configured for Microsoft Teams Recording with Luware Recording.

Microsoft Teams configuration

The call queue must be configured in the Microsoft Teams Admin Center with the following minimum settings:

General info
- A resource account must be associated with the call queue.
Call answering
- Conference mode must be enabled.
- Users must be associated with the call queue.

Compliance Recording

At least one Microsoft Teams Compliance Recording Policy must exist in the tenant.

PowerShell prerequisites

Ensure the following are installed on the tenant system:

PowerShell version 5.1 or newer
NuGet version 2.8.5.201 or newer
Microsoft Teams PowerShell module

Configuration

Step 1: Complete Luware Recording prerequisites

Follow steps 1–3 from the Luware Recording – Preconditions guide.

During this process, note the Bot Application Instance Object ID from step 3. This value is required in later steps.

You can use Get-CsOnlineApplicationInstance to recover the Bot Application Instance Object at any time

Step 2: Create a compliance recording template

Use the Microsoft Teams PowerShell module to create a call queue compliance recording template that points to the Luware Recording Bot.

Fail Close (required before and during the call)

New-CsComplianceRecordingForCallQueueTemplate \
 -Name "Customer Service" \
 -Description "Required before/during call" \
 -BotApplicationInstanceObjectId {BotApplicationInstanceObjectId} \
 -RequiredDuringCall $true \
 -RequiredBeforeCall $true

Fail Open (recording is optional)

New-CsComplianceRecordingForCallQueueTemplate \
 -Name "Customer Service" \
 -Description "Required before/during call" \
 -BotApplicationInstanceObjectId {BotApplicationInstanceObjectId}

Important

Take note of the ID returned for the CsComplianceRecordingForCallQueueTemplate. This is required when assigning the template to the call queue.

Step 3: Identify the call queue GUID

Sign in to the Microsoft Teams Admin Center.
Navigate to Voice > Call queues.
Select the call queue you want to record.
On the Call answering tab, confirm that Conference mode is enabled.
Copy the call queue GUID from the browser URL: https://admin.teams.microsoft.com/call-queues/v2/edit/<GUID>

Step 4: Assign the compliance recording template

Using the Microsoft Teams PowerShell module, assign the compliance recording template to the call queue:

Set-CsCallQueue \
 -Identity <CallQueueGUID> \
 -ComplianceRecordingForCallQueueTemplateId @(<ComplianceRecordingTemplateID>)

Step 5: Validate the configuration

Place a test call to the call queue number.
Answer the call using an agent extension that is synchronized with the Luware Recording system.
Confirm that the recording is created and that metadata is populated correctly.

Limitations for call queue recording

The following known limitations apply when recording call queue scenarios:

Transfers, escalations to a meeting, and standard calls are not recorded when the calling party is an internal user.
Transfers, escalations, and standard calls to a meeting are not recorded when the calling party is a federated user.
Call queue recording applies only to call queue agents.
Escalations to a meeting are recorded for new users only if they are members of the ACL list.

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