All of our Microsoft Teams Call Queues are in conference mode. This has many benefits most notably faster call pickup. When we signed up for Gong, we knew this wasn’t supported by the Numonix recording bot and created a work around using the upload api.
Since then, Microsoft has released compliance recording and Numonix has updated their recording bot to fully support the ability to record Teams Call Queues in conference mode. I have created the compliance recording policy in Teams and assigned to a test queue. The recording policy activates and I can actually see the call in Gong while it is ongoing. However, once the call completes the recording disappears.
I am not sure why the call is being discarded when it completes. Since Queue recording requires its own recording policy, are there different permissions in Gong for Queue calls? I can’t find anything in the Gong documentation that relates to Queue calls. I know a year ago, the documentation said that conference mode had to be turned off. That way the calls would be a “transfer” to a user and the individual compliance recording policy would capture the call.
That is not an option, and we need to utilize the new Teams/Numunix recording solution. Any guidance would be appreciated.
