Call recording and retention in the Teams tenant

What it is for

In the Teams area EasyUC knows three kinds of stored call data, each with its own retention: the call history with SIP messages, the call recording as an audio file and the network capture as a pcap file. This chapter describes how to switch on recording for a tenant and where to set the retention periods.

Recording at the tenant is a time-limited switch for troubleshooting or for an agreed period. While it runs, the SBC records every inbound call of this tenant, both sides, at most 60 minutes per call. The files are stereo: left channel the caller, right channel what the caller hears.

For permanent recording of individual numbers, use recording per script or per attendant console instead. It has its own retention period in days and requires explicit confirmation of the legal notice.

Prerequisites

• Licence module teams. Without this module the EasyUC Teams workspace does not appear.
• Role EasyUC Teams (ROLE_APP_TEAMS_WORKSPACE) with the sub-permissions TENANTS (ROLE_APP_TEAMS_TENANTS) to read and TENANTS bearbeiten (ROLE_APP_TEAMS_TENANTS_EDIT) to change.
• The tenant’s trunk is in operation and the SBC service is reporting in.
• Legal admissibility is clarified, for example through an announcement at the start of the call.
• There is space in the tenant’s storage. It is limited to 1 GB for recordings and captures together.

Step by step: Record a tenant’s calls for a limited time

1. Open Teams Tenants, click the tenant and select Recordings in the tenant bar.
2. Under Record for, choose the duration: 15, 30, 60, 120 or 240 minutes.
3. Click Start call recording.
4. Read the prompt Record calls? with the period and the legal notice, and confirm.
5. Wait for Call recording is running with the end time. Only calls that begin afterwards are recorded.
6. Make the calls. A recording appears in the list as soon as the call has ended and the SBC has transferred the file.
7. In the row, click Play to listen to the recording in the browser, or click the download icon.
8. Click Stop call recording when you are done. This also ends the recording of running calls; what was recorded up to then is kept.

Step by step: Set the retention of the call history

1. Select Settings in the tenant bar.
2. Tick Save the SIP flow of every call if the SIP messages are to be stored for every call.
3. Under Keep call history (days), enter a value from 1 to 365.
4. Click Save. Calls and their SIP flow are deleted after this time.

Step by step: Switch on permanent recording per script

1. Open the script in the script form (chapter “Make a script reachable via Microsoft Teams”).
2. In the Call recording section, tick Record every call of this script.
3. Under Keep recordings (days), enter a value from 1 to 3650.
4. Read the legal notice and tick I confirm that callers are informed about the recording and that recording these calls is permitted.
5. Click Save. The value applies to recordings that begin after saving.

Fields and options

Check the result and narrow down errors

• Success: after a call has ended, the recording is in the list with caller, called number and duration and can be played.
• A notice that the SBC has not confirmed the recording yet and calls starting now may not be recorded: the SBC service has not applied the setting yet. Wait a few seconds and reload; if it stays that way, check the service.
• “Call recording not available: …” The SBC cannot write to its storage or recording is not available. The text names the reason.
• “No recording yet.” No call has ended since switching on, or the call began before switching on.
• „Der Speicher dieses Tenants für Aufzeichnungen und Mitschnitte ist voll …“ Delete older recordings or captures.
• „Der gemeinsame Speicher aller Tenants für Aufzeichnungen und Mitschnitte ist voll …“ Delete files at this or another tenant.
• Outbound calls are missing: the tenant switch records inbound calls only.
• The call detail shows Recording available with the link Open the recordings of this tenant when a recording exists for a call.