Onboarding Step 2 – Configure Recording Profile

Enter a name for the new recording profile.

Enter a description of the new recording profile.

Record all calls that the recording profile user participates in as calling party. This option is enabled by default or when a new recording profile is created.

Select this check box to record all call types. At least one call type or instant message recording (see below) must be selected.

This slide roller is available for tenants with enabled On-demand feature. Turn on to display and set up:

This slide roller is available for tenants with disabled On-demand feature. Turn on to display and set up escalation settings for escalated call recording (see Escalation Settings).

Enables video between people participants.

Enables screen sharing.

User Peer-to-Peer Calls

Peer-to-Peer calls between the targeted recording profile user and other users within the same domain.

Peer-to-Peer calls between the Targeted recording profile user and parties outside of the organization's network on PSTN.

Peer-to-Peer calls between the Targeted recording profile user and parties with Federated domain or any public Microsoft Teams domain.

User Calls with Meetings

When multiple participants join a recorded meeting, the system records the meeting media once for all participants, except for the organizer who receives a separate recording. Recording Meta data is maintained individually for each participant. The media is retained until the longest call retention policy of one of the participants expires. When recordings are accessed by the users, the meeting Media playback is limited to those segments in the meeting when the users were present.

Targeted user calls with meetings that are scheduled by External users and belong to an External organization.

Targeted user calls with meetings that are scheduled by Internal users from the same domain as the Targeted user. This option records Teams calls with an Internal conference bridge in the Enterprise domain.

An Internal Conference is a scheduled, ad-hoc meeting that occurs on a bridge belonging to the targeted user organization. When enabled, all user calls with internal meetings are recorded according to the below options. When disabled, none of the user calls with internal conferences are recorded.

One of the following options:

Record Microsoft Teams calls that have been retrieved from a queue by a call agent. The recording is triggered (or can be started on demand) as soon as the call is connected to an agent.

Comma separated list of the call queue instance ids which should be recorded (see Retrieve a Recording Queue Instance).

Relevant when Teams Queue Calls is configured and "All" is not selected.

When “All” is selected, all user calls will be recording including calls from any call queue. The maximum length of the field is 2048 characters.

The following settings are displayed when the 'Enable On Demand and/or Escalation Settings' option is enabled (see above). These settings can be enabled or disabled as required:

Use the Save on Demand After Call Timer field to specify the elapsed time available to save the recording after the call has been terminated. This field can be set to up to 1800 seconds (30 minutes). Default is 0 ,i.e., the recording cannot be saved after the call is no longer active). This feature is designed to prevent hoax callers from compromising the security and integrity of the Enterprise or Call Center.

Enable or disable these settings individually:

For a description of call-on-demand functionality, see Performing On-demand Actions.

Escalation settings are displayed when the 'Escalation Settings' or 'Enable On Demand and/or Escalation Settings' option is enabled (see above).

Escalation settings apply only if the initial call is not being recorded. If the initial call is being recorded, recording continues after the escalation.

For a description of escalation functionality, see Record Escalated Calls.

Call retention is the number of days to keep recordings in storage. Use the default with caution since eventually the storage location will be completely consumed. To meet business requirements, it's highly recommended to set the retention value to a positive number. Live Platform deletes calls that exceed the retention period once a day. A network administrator with appropriate security profile credentials has the option to add / modify retention policies.

Configure one of the following Retention period time frames:

This value must be less than the Retention Period - Audio (Days) value and should not exceed the specified maximum retention period.

Instant Message Recording

Select to enable the recording of Microsoft Teams Instant Messages for the customer tenant.

Configure one of the following Retention period time frames:

To allow transcription of recordings (and optionally generating AI-powered summaries of these transcriptions), select the applicable analytics profile. For details, see Analytics Profiles.

Controls whether Microsoft Teams banner recording notifications are displayed:

To filter calls that the user receives or makes, choose the type of the filter. To record the user calls with specific numbers, choose Allow in the List Type. To record calls of the user except with specific numbers, choose Block: in the List Type. The Filter is applied on the calls with the comma-separated phone numbers defined in the Numbers field. For example: “17326524689, 17326524690” regular expression can be entered when the phone number ranges need to be filtered. For example, to filter calls with phone numbers that starts with area code 732 or 609, enter the following in the regular expression field:^(1{1}|\1{1})?(732|609)\d*$. When both the numbers and regular expressions are provided, the system first checks against the regular expression and if a match is not found, continues with the numbers. The maximum length of the numbers and the regular expression field is 2048 characters.

Filtering is applicable to Skype for Business integrations and to Microsoft Teams (PSTN calls only).

Specify a time range for call recording, which includes the option to choose specific days of the week and time ranges based on the location of the server for the (product name) region.