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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Turning Off the Messag...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Turning Off the Message: This Meeting is Being Recorded

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Posted on by Lukasz_Brzozowski 4

We have recently implemented a Contact Center integration and connected a phone number from a resource account (teams phone) to the voice channel. In Contact Center behaviors we have recording and transcription features enabled.

 

When a sample customer calls our line, they hear the message: “This meeting is being recorded.”

 

We would like to remove this message because we already have our own custom welcome announcement in our language, which includes this information.

 

How can we disable or remove this default recording announcement?

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Dynamics 365 Contact Center
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  • Suggested answer
    Robert Bailey Upzoids Profile Picture
    Robert Bailey Upzoids 66 on at
    This default “This meeting/call is being recorded” message is generated by the Microsoft platform when recording is enabled for Teams Phone + Contact Center. It isn’t something you can normally remove from the Contact Center UI or replace with your own announcement to my knowledge.

    If you are using a separate Teams compliance recording solution, a Teams admin can look at compliance recording policy settings in PowerShell, but that is a different feature and not the standard Contact Center recording setting.

    If you want to try that there is a Teams PowerShell setting called " DisableComplianceRecordingAudioNotificationForCalls" but that applies to Teams compliance recording / policy-based recording, not the normal Dynamics 365 Contact Center recording configuration.
  • AS-27030258-0 Profile Picture
    AS-27030258-0 16 on at

    We have the exact same issue with the same architecture — Teams Operator Connect number on a Resource Account connected to Dynamics 365 Contact Center with Copilot voice bot as IVR.

    We do not have a third party compliance recording solution. We are using Dynamics 365 Contact Center native built-in recording.

    We have the same announcement playing — "This meeting is now being recorded" when the bot answers, then "This meeting is no longer being recorded" followed by "This meeting is now being recorded" again at transfer to the agent.

    How this can be resolved/slient/removed as its not giving a good customer experience, also in the IVR we have the recording message to meet the compliance.  

  • AS-27030258-0 Profile Picture
    AS-27030258-0 16 on at
    Also, I ran the powershell quey to get TeamsComplianceRecordingPolicy identiy global, and in the output shows Enabled  =  Fales, does that means the policy is there but not active? If this is the case then is the automated message is played due to different reason?
  • AS-27030258-0 Profile Picture
    AS-27030258-0 16 on at
    I am still unable to turn off the message, is there anyway it can be achieved?
  • Lukasz_Brzozowski Profile Picture
    Lukasz_Brzozowski 4 on at
    For now i figured the only possibility might be using ACS instead of teams integration, but we didn't manage to test this yet, as it's not that easy to aquire ACS number. Please let me know if u find any other solution.
  • AS-27030258-0 Profile Picture
    AS-27030258-0 16 on at
    How about getting a third party recording application sitting on top of this, all recordings to be done on that app and not DCC?
  • Lukasz_Brzozowski Profile Picture
    Lukasz_Brzozowski 4 on at
     

    This surly will work, the problem only appears for CC side recording and transcriptions

  • AS-27030258-0 Profile Picture
    AS-27030258-0 16 on at
    I am going to look for a third party recording system, and hope all legs starting from IVR then to agent then either internal teams transfer or external mobile number recording is possible. If anyone have any suggestions please share.
     
    Else I will post my comments once done with this setup with the outcome for future references.
  • CU15051314-0 Profile Picture
    CU15051314-0 2 on at
    We are facing the exact same issue by integrating Dynamics with Teams phone extensibility mode.
    However after opening a case to Microsoft this feature that was globally applied to tenants has been now removed after a product update / fix, since it was a request pointing to the same concern regarding poor customer experience.
    Indeed the last 3 days this audible "Your call is being recorded" announcement has been cleared.
    We informed that this feature was removed from all tenants.
     
     

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