Announcing compliance recording for call queues in Microsoft Teams

We are excited to announce that support for compliance recording for call queues in Microsoft Teams will be generally available next week!

What’s New?​

Compliance recording for call queues enables organizations to record the entirety of call queue calls, ensuring regulatory compliance and a seamless caller experience. User-level compliance recording isn't supported for call queues, which can cause overlapping announcements and disrupt user experience. This new feature prevents those issues, ensuring smoother interactions for callers and agents.

Highlights:

• Less administration overhead: Calls are recorded at the call queue level, not at individual participant level ensuring less administration overhead.
• Conference-mode only: Available exclusively for conference-mode call queues.
• Improved caller experience: Eliminates redundant announcements and ensures the recorder is present before the agent joins.
• Customizable announcements: Configure a custom message to inform callers that their call “may” be recorded, played after the initial greeting and in tandem with recorder invitation which results in faster connection times.

How to Compliance Recording for Call Queues​

Initial setup:

• Provision the compliance recorder in your tenant.
• Configuration is applied at the call queue level, not per user.
• Use the following PowerShell cmdlets for setup:
  • New-CsComplianceRecordingForCallQueueTemplate
  • Set-CsComplianceRecordingForCallQueueTemplate
  • Remove-CsComplianceRecordingForCallQueueTemplate
  • New-CsCallQueue
  • Set-CsCallQueue
• Options include:
  • On/off switch for the feature
  • List of compliance recording applications (with strict/optional toggles and high-availability options)
  • Custom recording announcement (text-to-speech or audio file)
  • -BotApplicationInstanceObjectId field set to the object ID from Get-CsOnlineApplicationInstance
  • Paired application configuration for high availability

Note: Configuring via Teams admin center is planned for release in the first half of next year.

Feature Limitations and Intersections​

• Only available for conference-mode call queues (not transfer-mode or outgoing on-behalf-of scenarios).
• Standard compliance recording policies assigned to agents are ignored when the agent joins as part of a queue enabled for this feature.
• Some advanced features (call chaining, custom banners, grouping) are not initially supported.

Questions or Feedback?​

For more detailed configuration steps and technical guidance, please refer to the official documentation or discuss with your compliance recording partner to ensure it is enabled on your recording platform. The feature must be activated by your partner before it can be used in your environment.