Introduction
Accurate categorisation of conversations in Luware Recording is essential for monitoring, auditing, and compliance.
Recording Directions define which types of conversations are captured for a configured extension. These directions are selected within the Extension Configuration under Recording Settings.
This article describes each supported recording direction and its behaviour.
Supported Recording Directions
| Recorded Direction | Description |
|---|---|
| Conference | Conversations where the user participates in a conference call. |
| Internal | Conversations between two endpoints within the same organisation. |
| Federated In | Conversations initiated in a federated network and coming into the organisation. |
| Federated Out | Conversations initiated inside the organisation and going out to a federated network. |
| PSTN In | Conversations initiated in the PSTN network and coming into the organisation. |
| PSTN Out | Conversations initiated inside the organisation and going out to the PSTN network. |
| Contact Center IN | Conversations where the user answers a call from a Nimbus Service Line. |
| Contact Center OUT | Conversations where the user initiates a call from a Nimbus Service Line. |
| All | Records all of the above directions. |
Record Calls Answered by 3rd Party
In addition to standard directions, Luware Recording supports capturing calls that are answered by another user.
The “Record Calls Answered by 3rd Party” setting allows calls handled by another user to be captured for the configured extension.
For example, if the recorded extension transfers the call to an external number and neither participant in the new session is a recorded user, the conversation can still be recorded.
- Forwarded - Record calls that have been forwarded from this extension.
- Transferred - Record calls that have been transferred from this extension.
- Team Call - Record calls that came in via a team call to this extension's team, but someone else answered.
- Delegated - Record calls that have been delegated to someone else from this extension.
When recording calls answered by a third party (e.g. forwarded, transferred, delegated, call group, or simultaneous ring scenarios), the Microsoft Teams compliance recording policy must also allow rerouted calls to be recorded.
This functionality depends on the Microsoft Teams compliance recording policy parameter:-RecordReroutedCalls
If this parameter is not enabled, rerouted calls may not be recorded even if the option is selected in Luware Recording.
For more information, refer to the Microsoft documentation:
New-CsTeamsComplianceRecordingPolicy – RecordReroutedCalls parameter
https://learn.microsoft.com/en-us/powershell/module/microsoftteams/new-csteamscompliancerecordingpolicy
Microsoft Teams Specific Settings
For Microsoft Teams integrations, additional recording conditions are available.
These options apply primarily to Teams meetings and external participant scenarios.
Available Options
| Setting | Description |
|---|---|
| Record Only if External User Is Participating | Records the conversation only when at least one external participant is present in the meeting or call. |
| Record Video Only for External Participants | Records video streams only when external participants are present. |
| Start Controlled Recording Automatically if External User Is Participating | Automatically starts recording (when using Controlled mode) if an external participant joins the session. |
| Record Only Scheduled Meetings | Records only meetings that were scheduled in advance. Ad-hoc meetings are excluded. |
| Subject Regex | Records meetings only when the meeting subject matches the defined regular expression pattern. |
Recording Directions and Microsoft Teams specific settings operate in combination with the selected Recording Types and recording modalities.