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Third-party compliance recording for Microsoft Teams calls and meetings

  • Article
  • Applies to:
    Microsoft Teams

APPLIES TO: Image of a checkmark for yesMeetings Image of a checkmark for yesWebinars Image of a checkmark for yesCalls

Compliance recording overview

Compliance recording is the process of recording and storing communications in a way that follows local, national, and global regulatory requirements.

Microsoft Teams is enhanced to offer compliance recording of call and meeting communications by supporting integrations with certified, third-party, compliance recording solutions.

Using a partner solution to record Teams calls, meetings, and events allow corporate compliance officers to securely collect necessary communications in the manner required to meet regulated compliance and legal obligations, such as MiFID II, Dodd-Frank, FDCPA, HIPAA, and GDPR.

Compliance recording partner solutions are integrated with Teams as shown in the following diagram:

Diagram of the flow for when a Teams meeting or call is sent and received.

The Graph API supporting the third-party application’s recording status is available in the following national cloud deployments:

Global Service US Government L4 US Government L5 (DOD) China operated by 21Vianet
Yes Yes Yes No

This solution is designed specifically to turn on policy-based compliance recording with Teams. Any other use of this solution isn't supported.

Supported compliance recording capabilities

As a Teams communications admin, with a third-party compliance recording solution, you can specify when to capture calls, meetings, and events for subsequent processing and retention, in accordance with relevant corporate or regulatory policies. From the available APIs and third-party compliance recording solutions, the following capabilities are supported.

Persona Capabilities
Recorded users

  • Be notified when recording is in progress.

  • Be informed when policy and/or recorder error is causing changes in calling behavior.
Communications admin

  • Understand why and how to apply / enforce recording policies to Teams users / endpoints.

  • Configure and maintain Teams recording policies for the organization.

  • Monitor and troubleshoot recording-related issues with Teams calls and meetings.

  • Support internal compliance officer with operational analytics on usage, quality, and reliability.
Compliance officer

  • Collect all Teams communications in the manner required to meet compliance obligations in appropriate regional boundaries.

  • Search for interactions based on communication-related metadata or interaction content. Common examples include:

    • Metadata - Participants, time, direction, dialed number, origin number, Custom business data.

    • Content – Transcription, sentiment, phonetics, related interactions.

  • Analyze and interact with collected communications, including the ability to monitor interactions as they're being collected.

  • Ensure security of collected communications and prevent tampering at all stages.

For general Teams recording capabilities, see Teams recordings

Considerations

Compliance recording isn't supported for:

  • E911 emergency calling services
  • Users operating in Survivable Branch Appliance mode
  • PSTN Calls for India users

Large Meetings

The Compliance Recording platform is optimized for meetings, however performance may be impacted during meetings with over 250 users in paired bot mode. We're actively working on improvements in a future update to enhance the experience. Please contact your recording partner for more information.

Call queues

Inbound call queue calls are recorded where users have an assigned compliance recording policy. Some routing methods might involve usability concerns with multiple announcements.

Supported notification methods

Users with an assigned compliance recording policy know that their digital interactions with Teams are being recorded. Depending on the third-party recording solution and how it's configured, users may not be able to disable the recording and may not have access to the recording.

Compliance recording notifications are supported for the Teams client experiences. The experiences can be both visual and audio.

Teams clients - visual notice

  • Desktop/web
  • Mobile (iOS/Android)
  • Teams Phones
  • Teams rooms

Other endpoints - audio notice

  • SIP phones
  • Skype for Business
  • Audio conferencing (audio notice in dial-in number's default or user-selected language)
  • PSTN callers (audio notice in Teams user's default language)

Recorder development

The solution for Teams compliance recording is achieved through Microsoft’s third-party partners who develop compliance recording bots, and pair the bot with their recording solution. Each partner solution varies, but each partner uses the same key Graph APIs, an application instance, and a compliance recording policy.

The recording bot has the following requirements:

  • Recorder bot must run on a Windows Virtual Machine and be deployed in Azure
  • Recorder bot outbound firewall destination IP address must be open to the Azure public IP range
  • Recorder bot inbound firewall source IP address must be open to the Teams IP range

For a sample of developing a compliance recording bot, see deploying and testing a sample bot.

Third-party compliance recording partners

Microsoft created a compliance recording for Microsoft Teams certification program while making Teams APIs available for partners to develop and integrate compliance recording solutions. This program provides customers with the assurance that each participating partner's solution is tested and verified to provide the quality, compatibility, and reliability expected from a Microsoft solution.

If you're a vendor seeking to join the certification program, fill out the calling platform intake as the next step. Calling Platform Intake.

The following list includes partners certified to deliver a compliance recording solution with Microsoft Teams:

Partner Solution website
ASC Technologies https://www.asctechnologies.com/english/ASC_Recording_Insights_Compliance_Recording_for_Microsoft_Teams.html
AudioCodes https://online.audiocodes.com/smarttap-360-live-for-microsoft-teams
CallCabinet https://www.callcabinet.com/compliance-microsoft-teams-call-recording
Dubber https://www.dubber.net/call-recording/
Imagicle https://www.imagicle.com/en/products/call-recording/
Insightful Technology https://insightfultechnology.com/teams/
Luware https://luware.com/en/solution/microsoft-teams-recording/
Mida Solutions https://www.midasolutions.com/recorder-for-teams/
NICE Engage https://www.nice.com/products/workforce-engagement/call-recording/air-and-engage
NICE NTR-X https://www.niceactimize.com/compliance/ms-teams-recording.html
Numonix https://numonix.cloud
Oak Innovation https://www.oakinnovate.com/clarify
Red Box https://www.redboxvoice.com/compliance-recording-for-microsoft-teams
Theta Lake https://thetalake.com/integrations/microsoft/
Touch Call Recording (GuardRec Compliance 2022.10.3) https://touchcallrecording.com/teams-policy-based-recording-for-callings-and-meetings
Verint Verba https://www.verba.com/solutions/microsoft-teams-recording
Verint EDM https://www.verint.com/enterprise-recording-engagement-data-management/

The following partners are in the process of certifying their solution for Microsoft Teams:

Partner Solution website
Cloud World Wide Services https://recordia.net/microsoft-teams-call-recording/
CreaLog https://www.crealog.com/en/products-solutions/recording/
Landis Technologies https://landistechnologies.com/
Redwood Technologies https://www.contentguru.com/en-us/solutions/needs/compliance-recording-ms-teams/

This list gets updated as more partners join and meet the certification criteria.

Create and manage your compliance recording policy

Once a compliance recording solution is in place, a Teams admin can create and assign recording policies to control which users are recorded and which recorder is used for each user. Recorders are automatically invited to participate in conversations based on the configuration of these policies when a communication interaction takes place. Compliance recording policies are managed using Microsoft PowerShell and can be applied at the tenant, per-user, and security group level for each organization. You can find more information on Microsoft Learn for Meeting policies, calling policies and group policies.

  1. Create an application instance in your tenant.

    New-CsOnlineApplicationInstance -UserPrincipalName cr.instance@contoso.onmicrosoft.com -DisplayName ComplianceRecordingBotInstance -ApplicationId fcc88ff5-a42d-49cf-b3d8-f2e1f609d511

    Example results

    • RunspaceId : 4c13efa6-77bc-42db-b5bf-bdd62cdfc5df
    • ObjectId : 5069aae5-c451-4983-9e57-9455ced220b7
    • TenantId : 5b943d7c-5e14-474b-8237-5022eb8e0dc9
    • UserPrincipalName : cr.instance@contoso.onmicrosoft.com
    • ApplicationId : fcc88ff5-a42d-49cf-b3d8-f2e1f609d511
    • DisplayName : ComplianceRecordingBotInstance
    • PhoneNumber :
    Sync-CsOnlineApplicationInstance -ObjectId 5069aae5-c451-4983-9e57-9455ced220b7

  2. Create a Compliance Recording policy.

    New-CsTeamsComplianceRecordingPolicy -Identity TestComplianceRecordingPolicy -Enabled $true -Description "Test policy created by tenant admin"

    Example results

    • Identity : Global
    • ComplianceRecordingApplications : {}
    • Enabled : True
    • WarnUserOnRemoval : True
    • Description : Test policy created by tenant admin
    Set-CsTeamsComplianceRecordingPolicy -Identity TestComplianceRecordingPolicy `
-ComplianceRecordingApplications @(New-CsTeamsComplianceRecordingApplication -Id 5069aae5-c451-4983-9e57-9455ced220b7 -Parent TestComplianceRecordingPolicy)

    See Set-CsTeamsComplianceRecordingPolicy.

  3. Assign the Compliance Recording policy to a user.

    Grant-CsTeamsComplianceRecordingPolicy -Identity testuser@contoso.onmicrosoft.com -PolicyName TestComplianceRecordingPolicy

    See Grant-CsTeamsComplianceRecordingPolicy.

    Get-CsOnlineUser testuser@contoso.onmicrosoft.com | select SipAddress, TenantId, TeamsComplianceRecordingPolicy | fl

    Example

    • UserPrincipalName : testuser@contoso.onmicrosoft.com
    • TenantId : 5b943d7c-5e14-474b-8237-5022eb8e0dc9
    • TeamsComplianceRecordingPolicy : TestComplianceRecordingPolicy

Support boundaries

Microsoft only supports compliance recording solutions from the listed, certified partners. If there are enablement or operational issues, you must contact your compliance recording partner first. If the partner determines the issue is with Microsoft, they might ask you to raise a case with Microsoft, providing context of the investigation completed by the partner. If needed, the partner can bring the issue to Microsoft through their Microsoft support channel. Microsoft reserves the right to reject support cases where a non-certified Compliance Recording solution is used. If Microsoft determines that the issue is originating with a partner's compliance recording solution, the customer needs to re-engage the compliance recording partner for further support.