Overview
š”Feature availability per role discussed on this page is dependent on licensing purchased.
To review the licensing options, you can view this page Luware Recording - Solution Packages
Users, roles, and groups are fundamental to the operation of Luware Recording. Together, they define how access to the platform is controlled and how recording behaviour is configured. Roles determine what users can access and manage within Luware Recording, while groups are used to structure users and apply recording configuration in a consistent and scalable way. A single user can be assigned multiple roles and can belong to multiple groups, which is why these concepts are closely related.
All users, roles, and groups are automatically created and maintained through Azure Entra ID synchronization. Because this synchronization directly influences both access permissions and recording behaviour, it is essential that it is configured correctly from the outset. This article provides an overview of how users, roles, and groups work together within Luware Recording.
Users
Users represent individual user accounts in Luware Recording and are fully synchronized from e Entra ID. During synchronization, user information such as display name, email address, and unique identifiers is populated directly from Entra ID.
As part of this process, user extensions are also synchronized. For Microsoft Teams integrations, the userās Teams GUID is used. For other telephony integrations, a custom attribute from Entra ID can be imported instead. These identifiers are used to create the corresponding user extension in Luware Recording, which determines which communications are subject to recording.
Users are automatically provisioned through Entra ID synchronization, and their recording configuration is applied using Luware Recording Entra ID synchronization profiles. This includes settings such as recording modes, recording modalities, and announcements. Managing users through Entra ID ensures consistent configuration, reduces manual administration, and centralizes control of recording behaviour.
Groups
Groups are used to organize users and apply recording configuration across multiple users simultaneously. They provide a structured and scalable way to manage recording behaviour within Luware Recording.
Users can be members of multiple groups, with group membership synchronized directly from Azure Entra ID. Group-based configuration is applied through Luware Recording Entra ID synchronization profiles and can be used to control settings such as recording modes, recording modalities, and announcements.
Using groups allows configuration changes to be applied centrally and automatically, ensuring consistency across users while reducing operational overhead.
The following sections detail the default recording profiles, supervisor profiles, and admin profiles applied per customer. These settings can be modified. Please engage with your point of contact in Luware to discuss any bespoke changes.
ā¹ļøUser groups are also used for other areas in Luware Recording, such as data management policies, group based access (RBAC) and search and replay filtering.
Roles
Roles define the roleābased access control (RBAC) model within Luware Recording. They determine what a user can see and do in the platform, such as accessing recordings, supervising recorded users, managing configuration, or administering the system. A user can be assigned one or multiple roles, with the effective permissions being the accumulation of all assigned roles.
Role assignment is handled automatically through Azure Entra ID synchronization, based on the configuration defined in Luware Recording Entra ID synchronization profiles. Managing roles centrally in Entra ID ensures that access control remains consistent, auditable, and aligned with organizational policies, while minimizing manual administration.
Users can have multiple different roles assigned, dependent on the users group membership.
Luware Recording includes the following default roles:
Recorded User
Recorded users within your organization have their calls recorded and can access these recordings. The calls to be recorded can be selected based on the direction of the call. Refer to the table below for information on setting the recording direction options.
By default, recorded users have the following rights:
- Playback own recorded conversations
- Export own recorded conversations
- Modify self conversation search portal
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Supervisor
The group supervisor has access to the conversations of all group members.
The supervisor can search and playback conversations of recorded users in their group. They also have access to the features such as labels, legal hold and advanced export (check solutions packages for license requirement).Ā
š”If you require supervisors to be recorded, please engage with your point of contact within Luware to discuss this further.
By default, supervisor users have the following rights (depending on the license model):
- Playback recorded conversations from users in their group
- Download conversations
- Export recorded conversations from users in their group
- Manage Labels
- Manage Legal Hold
- Workflow requests and approvals
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Administrator
Administrators are users who can manage the recorded users and extensions within their organization. Administrators can also be recorded, but are not by default. They have access to system settings and configuration but do not have access to conversations.
By default, Administrator users have the following rights:
- View configuration
- Workflow management
- Access reports, dashboards, audit logs, etc.
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š”For any changes to Azure Entra ID synchronizations which control user, role, and group assignment, raise a case to Luware Helpdesk.
Additional Groups or Roles?
In some case's three default groups and/or roles are insufficient, you can request to have new roles or updated permissions. For example:
- Add a Recorded User role for specific users.
- Create extra Supervisor roles for different teams.
- Assign supervisors and teams seperately (e.g. Supervisor 1 for Group 1, Supervisore 2 for Group 2).
š”To set up additional roles, contact your Luware Account Manager for guidance on configuration and permission changes.Ā
Luware Support
Please note that some organizations may have bespoke configuration and/or rights which differ from the default offering. Please engage with your Luware point of contact if you wish to discuss this Ā further.
INC Luware Support Address
| Ā Luware Website | https://luware.com/support/ |
|---|---|
| Luware Helpdesk | https://helpdesk.luware.cloudĀ |
| Cloud Service Status | https://status.luware.cloud/ |
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