Automatic recording and transcription for Teams Call Queues [MC1401299]

Message ID: MC1401299

[What and Why]

We’re introducing automatic recording and transcription for Microsoft Teams Call Queues. This feature enables administrators to automatically record and transcribe calls handled by call queue representatives without manual action, supporting quality assurance and training scenarios.

This message is associated with Roadmap ID 565215.

[Rollout Schedule]

• Targeted Release: We will begin rolling out in mid-July 2026 and expect to complete by late July 2026.
• General Availability (Worldwide, GCC): We will begin rolling out in early August 2026 and expect to complete by mid-August 2026.

[Impact on Your Organization]

Who is affected:

• Admins managing Microsoft Teams Call Queues
• Call Queue agents in queues where recording is enabled
• Organizations using Teams Phone
• Users requiring access to recordings and transcripts through the Queues app (Teams Premium license required)

What will happen:

• Automatic recording and transcription per call queue: Admins can enable automatic recording and/or transcription on any call queue via Teams admin center or PowerShell. When enabled, all calls answered by agents in that queue are automatically recorded.
• Recordings stored in SharePoint: Recordings are automatically stored in SharePoint and accessible through the Queues app call history.
• Agent access controls: Admins can configure whether agents can view recordings and transcripts in the Queues app call history to support shared customer callback scenarios.
• Configurable recording announcements: Admins can configure the recording and transcription announcements played to callers. Options include the default system announcement, a custom audio file, or text-to-speech.

[Action Required / Recommendations]

Action may be required. Review and prepare before rollout:

• Review your organization’s call recording and transcription policies.
• Determine which Call Queues should enable automatic recording.
• Communicate changes to call queue agents and helpdesk teams.
• Configure agent access permissions for recordings and transcripts.
• Customize the recording announcement if required.
• Ensure Teams Premium licensing is available for users needing Queues app access.

• New-CsAutoRecordingTemplate | PowerShell
• Get-CsAutoRecordingTemplate | PowerShell
• Set-CsCallQueue | PowerShell
• Get-CsCallQueue | PowerShell

[Compliance considerations]

Consideration	Explanation
Stores new customer data	Call recordings and transcripts are generated and stored in SharePoint when the feature is enabled.
Alters how existing customer data is processed, stored, or accessed	Customer call interactions that were previously ephemeral are now captured as recordings and transcripts and stored for later access, if feature is enabled.
Modifies Purview capabilities (eDiscovery, audit, retention)	Recorded calls and transcripts may become subject to eDiscovery, retention, and audit policies depending on organization configuration.
Includes admin control	Admins can enable or disable recording and transcription per Call Queue and configure agent access.
Allows user enable/disable (partial)	Agents do not control recording, but admins can control whether agents can access recordings and transcripts.
May impact data subject rights (GDPR)	Recorded calls may contain personal data, which could require handling for export, deletion, or access requests depending on organizational processes.

Source: Microsoft

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