Configure call recording, transcription, and real-time translation

Article
08/18/2022
3 minutes to read

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

As an administrator, you can enable live translation, transcription and recording of calls, which allows agents and supervisors to view the conversations with the customers in the language that's set as the default for them, and also transcripts of customer calls.

Note

Many countries and states have laws and regulations that apply to the recording of PSTN (Public Switched Telephone Network), voice, and video calls, and may require that users first consent to the recording of their communications. It is your responsibility to use the call recording and transcription capabilities in compliance with the law. Before using call recording features, you must obtain consent from the parties of recorded communications in a manner that complies with all applicable laws for each participant.

Enable call recording and transcription for voice

In Customer Service admin center or Omnichannel admin center, select the workstream for which you want to enable recording and transcription.
In the Phone number section, next to the pencil icon, select Edit.
On the Voice settings page, select the Behaviors tab.
In the Transcription and recording section, select the Transcript and recording dropdown menu, and then select Transcription or Transcription and recording.
Under Start setting, set the toggle to Automatic if you want calls to be automatically recorded and transcribed when they begin, or Manual if you want agents to record and transcribe their calls.
Set Allow agents to pause and resume if you want to allow agents to control the portions of conversations that they record and transcribe.
Select Save.

Enable real-time translation of calls

To view translated voice transcripts for calls, you must enable call recording, transcription, and real-time translation. To enable real-time translation, see Enable real-time translation for agent and customer conversations

View call transcripts

You can view the call transcripts in Customer Service admin center or Omnichannel admin center.

In Customer Service admin center or Omnichannel admin center, go to manage Users, and then select the user whose conversations you want to view.
Select the Related tab, and then select Conversations from the dropdown menu.
Select Closed conversations from the dashboard dropdown menu.
Select the conversation for which you want to access the recording and transcript.

Delete call recordings

In the Dynamics 365 instance, go to the app and select the Advanced Find icon displayed on the menu.
On the Advanced Find page, select Recordings in the Look for dropdown list. More information: Create, edit, or save an Advanced Find
Select the required recording.
Select the Delete icon.

Storage location of your recordings and cost

The maximum file size of a recording can be 512 MB. The voice recording and transcript data resides in the following locations:

Data at rest: Is stored in Dataverse wherever your Dynamics instance is located.
Data in transit: For components within the Microsoft stack, we strive to ensure that data doesn’t cross geographical boundaries during transit. The bring-your-own-carrier model has dependencies on third parties, and therefore, data needs to be reviewed end-to-end and will include components outside the Microsoft stack.

The data storage costs with two participants only is calculated approximately as follows and the cost can fluctuate:

20-minute call recording = 10240 KB
20-minute call transcript = 40 KB