Set Up Policy Call Recording

If new to Landis Contact Center, please visit Getting Started to setup a contact center organization before setting up policy call recording.

Overview of Setting Up Policy Call Recording

1. Create Teams Resource Account for Recording Bot.

2. Create Teams Recording Policy.

3. Assign Teams Recording Policy to users.

4. Setup Contact Center Users

5. Assign policy recording users a Direct Call Records Group.

6. Create or edit a Call Setting Policy to enable recording.

7. Assign the Call Setting Policy to the Direct Call Records Group.

Create Teams Recording Policy

Please use the latest Teams PowerShell module when running the following commands.

Connect to Teams PowerShell and run the following commands:

1. Create Teams Resource account for Recording Bot:

Run the following command for the data center location of your Landis Contact Center organization.

Replace "[e-mail]" with a new unique user principal name that will be used for the recording resource account.

North America

New-CsOnlineApplicationInstance -UserPrincipalName "[e-mail]" -DisplayName "LandisContactCenterRecordingBotInstance" -ApplicationId 3a08b250-02ce-4316-94f7-069f4ae0c41b

EMEA

New-CsOnlineApplicationInstance -UserPrincipalName "[e-mail]" -DisplayName "LandisContactCenterRecordingBotInstance" -ApplicationId bbe41b28-a679-4d11-86e7-00afa56d15d7

1. Wait a couple minutes and run the following command:

Replace "[e-mail]" with the user principal name specified in the above command.

$Instance = Get-CsOnlineApplicationInstance -Identity "[e-mail]"

1. Run the following command:

Sync-CsOnlineApplicationInstance -ObjectId $Instance.ObjectId -ApplicationId $Instance.ApplicationId

1. Create Teams Recording policy:

New-CsTeamsComplianceRecordingPolicy -Identity LandisContactCenterRecordingPolicy -Enabled $true -Description "Recording Policy for Landis Contact Center"

New-CsTeamsComplianceRecordingApplication -Id $Instance.ObjectID -Parent LandisContactCenterRecordingPolicy -RequiredBeforeCallEstablishment $false -RequiredDuringCall $false -RequiredBeforeMeetingJoin $false -RequiredDuringMeeting $false

Set-CsTeamsComplianceRecordingPolicy -Identity LandisContactCenterRecordingPolicy -ComplianceRecordingApplications (Get-CsTeamsComplianceRecordingApplication -Identity ("LandisContactCenterRecordingPolicy/" + $Instance.ObjectId))

Enable Users for Policy Recording

If you have more than one Landis Contact Center organization linked to the same Microsoft 365 tenant, please create a support ticket for assistance. The Teams compliance recording policy will need to be linked to the correct Landis Contact Center organization. Create a support ticket

1. Assign the Teams recording policy to users:

Replace "[e-mail]" in the below command with the user principal name of the user to be recorded.

Grant-CsTeamsComplianceRecordingPolicy -Identity "[e-mail]" -PolicyName LandisContactCenterRecordingPolicy

You can also assign the Teams recording policy to a group of users:

New-CsGroupPolicyAssignment -GroupId "UPN of M365 group or distribution List or GUID of AAD Security Group" -PolicyType TeamsComplianceRecordingPolicy -PolicyName "LandisContactCenterRecordingPolicy"

2. Verify policy recording users are setup in Contact Center. See Setup Users

3. Assign policy recording users a Direct Call Records Group. Configuration | Users | Edit | Contact Center Settings | Direct Call Records Group. To create or edit a group, see Direct Call Records Group

4. Create or edit a Call Setting Policy to enable a Recording Mode. Administration | Call Setting Policies | Add or edit. See Call Setting Policies

5. Assign the Call Setting Policy to the Direct Call Records Group assigned to the policy recording users. Administration | Organization Units | Select the Direct call records group name | On the Call Setting Policy box, select the edit button | Select the call settings policy

6. Allow users to view recordings (optional). Assign the users a Data Access Policy to the Direct Call Records Group. Administration | Organization Units | Select the Direct call records group name | Verify the users are listed on the right panel and have the agent (at minimum) Data Access Policy. If the users are not listed, select "Add Member" button and add the users.

If the Call setting Policy allows the agent to enable or disable recording, the agent can control this on the agent panel.

Recordings can be stored in your own Azure blob storage. See External Recording Storage.

The Teams recording policy may take up to 24 hours for it to be applied. During this time, calls will not be recorded in Contact Center.

Disable Recording Audio Notification for Calls

By disabling the Teams recording audio notification, you are automatically agreeing to the following: Landis Technologies LLC recording services will only be used to initiate recordings or persisting of media after all legally required notices have been provided to all parties to the call or meeting being recorded or persisted. Such notices may be provided through either a) technical means implemented in your service, such as by a custom recording provided by a customer which your service plays prior to initiating recording, or b) terms included in your service agreement that require every user to personally notify other participants prior to invoking any action in your service that will initiate recording or persisting of media. In any event, you are taking responsibility to notify caller they are being recording.

Set-CsTeamsComplianceRecordingPolicy -Identity LandisContactCenterRecordingPolicy -WarnUserOnRemoval $false -DisableComplianceRecordingAudioNotificationForCalls $true

Disable Users for Policy Recording

Replace "[e-mail]" in the below command with the user principal name of the user to be removed from recording.

Grant-CsTeamsComplianceRecordingPolicy -Identity "[e-mail]" -PolicyName $null