Upcoming Change To Microsoft Teams Call Queues

Numonix’s technical support manager Michael Williams has spent a considerable amount of time working with this upcoming change to Microsoft Teams Call Queues involving Conference Mode and compliance call recording functionality. To get users ready for general availability, he has prepared a step-by-step guide for admins who will soon need to prepare to configure their recording templates. 

This guide takes users through each step – and while Numonix would typically be on the call with customers assisting with this process, this guide provides a bit of over the horizon guidance on what admins will need to do. You can download it here:

What’s the latest on Conference Mode?

We recently posted a video interview with Kiran Kodali, Microsoft’s senior product manager overseeing Conference Mode and compliance recording, discussing the current status of this change with Numonix’s Michael Levy. 

The interview covers a fully explanation of the shift from Transfer Mode to Conference Mode:

1. Detailing the improved user experience and faster agent call setup time, explaining how Conference Mode brings the caller and agent into a single conference call, enabling faster setup and richer metadata sharing. This improves user experience and facilitates more accurate and flexible compliance recording, especially for inbound call queues. 
2. Explaining what customers need to do now, explaining how customers participating in the preview can now assign compliance recording settings directly to call queues, simplifying administration and enabling selective recording. This reduces the need to manage individual agent policies and allows for targeted recording of specific queues.
3. The general state of readiness in the market, which Kiran describes as “showing promising signs of readiness,” with several providers actively preparing for the rollout (Numonix is happy to report that we are ready as soon as general availability is announced). 

You can see the full video here. 

Questions? 

If you have questions about Conference Mode or would like more information on how Numonix can help, feel free to ask your Numonix representative or contact us here at Numonix.io.

ARTIFICIAL INTELLIGENCE CALL RECORDING call recording solution chat recording communications award COMPLIANCE Compliance Recording compliant call recording customer interactions data insights DIGITAL AGE generative ai innovation interaction recording large language models lync recording MICROSOFT Microsoft certifications microsoft lync Microsoft Teams Microsoft Teams Recording mitel mivoice natural language processing NUMONIX Office 365 omnichannel QUALITY MANAGEMENT quality monitoring RECITE sentiment sk4b recording skb recording Skype for Business skype for business recording speech analysis template-req TMCnet top call recording kpis transcribe voice logging VOICE RECORDING workflow optimization workplace automation workplace dynamics