Microsoft recently announced support for ISV (Independent Software Vendor) compliance registration for call queues in Teams Phone. Organizations now have a simpler, automated way of ensuring communications compliance.
Why is this new feature crucial?
Until now, compliance in Teams has been limited mainly to user-level records. This posed challenges in complex environments where calls flow through queues, such as contact centers or customer services. This approach could generate redundant announcements and complicate policy management.
With this new feature :
- Queue-level registration: all communications passing through a queue can be registered automatically, without individual agent configuration.
- Less administrative overload: no more dispersed policies per user, simplifying governance.
- Enhanced customer experience: elimination of multiple announcements and guarantee that the recording bot is active before the agent joins the call.
Key points and limitations to remember
- Conference mode only: this feature is available for queues in conference mode, excluding transfer mode or outgoing “on-behalf-of” calls.
- Personalized announcements: possibility to configure a message informing the caller that their call “may” be recorded, with audio or TTS options.
- ISV integration: Microsoft offers a certification program for ISV partners to ensure the compatibility and security of solutions.
- Configuration via PowerShell (Teams Admin Center planned for later) :
New-CsComplianceRecordingForCallQueueTemplateSet-CsComplianceRecordingForCallQueueTemplateRemove-CsComplianceRecordingForCallQueueTemplate
In short, this new feature marks a turning point for Teams environments, reinforcing compliance without sacrificing user experience. If your organization uses Teams Phone to manage queues, it’s time to prepare your infrastructure and ISV partners to take advantage of this feature. 
