UCC Call Recording Scenarios
Introduction
This page is the canonical reference for recording settings by call flow.
Use the scenario table to determine which setting enables recording, which prerequisites must be enabled, whether recording starts automatically, and whether agent recording controls are available.
Recording Setting Scope
-
UseAudioRecording: standard inbound contact-center calls where A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. receives and distributes the call to an agent. -
UseInboundAudioRecording: direct inbound calls to an agent that UCC records through inbound interception. -
UseOutboundAudioRecording: outbound on-behalf calls, outbound dialer calls, and direct outbound calls that UCC records through outbound interception.
Scenario Summary
| Scenario | Call family | How UCC handles the call | Preconditions | Recording setting | Auto-start | Agent control |
|---|---|---|---|---|---|---|
| Inbound contact-center call distributed by UCC to an agent | contact-center call | UCC receives the call and distributes it to an agent. | none | UseAudioRecording = true
|
Starts automatically; no separate toggle for this call flow. | Available with AgentCanEditAudioRecording = true. |
| Direct inbound non-contact-center call to an agent from another user | direct non-contact-center call | UCC records the call only if inbound interception captures it. | EnableInboundInterception = true
|
UseInboundAudioRecording = true
|
Controlled by AutoStartDirectInboundAudioRecording. |
Available with AgentCanEditAudioRecording = true after UCC has captured the call. |
| Outbound call manually initiated by an agent on behalf of a UCC endpoint | direct UCC-owned outbound call | UCC places the outbound call on behalf of the agent or endpoint. | UseOutboundCalling = true
|
UseOutboundAudioRecording = true
|
Controlled by AutoStartOutboundAudioRecording. |
Available with AgentCanEditAudioRecording = true. |
| Outbound dialer call sent to an agent | contact-center call | UCC runs the outbound dialer flow and involves the agent. | Dialer flow enabled for the scenario. | UseOutboundAudioRecording = true
|
Controlled by AutoStartOutboundAudioRecording. |
Available with AgentCanEditAudioRecording = true for dialer calls that include an agent. |
| Direct outbound non-contact-center call initiated by an agent from Microsoft Teams | direct non-contact-center call | UCC records the call only if outbound interception captures it; if a preferred UCC endpoint is configured for outbound usage, treat this as the on-behalf scenario above. | EnableOutboundInterception = true
|
UseOutboundAudioRecording = true
|
Controlled by AutoStartOutboundAudioRecording. |
AgentCanEditAudioRecording = true is valid; control is available through a UCC control surface such as WebAgent because native Teams does not expose UCC recording controls. |