Configure a Microsoft Teams Call Recordings integration

Who can use this feature?

This integration automatically creates Totango touchpoints from Microsoft Teams call recordings. Once enabled globally, a Totango user can optionally turn on/off a connection to their own MS Teams profile from within their Totango user profile.

Users who organize the meeting / call recording to be added as a touchpoint must have a Microsoft Teams Premium license. Learn more.

1. Verify policies and user settings

Check user meeting policies

  1. Access the Teams Admin Center (https://admin.teams.microsoft.com). Sign in with your administrator credentials.
  2. On the left-hand navigation pane, expand the Meetings section. Click on Meeting policies.
    All meeting policies in your organization appear. You should see a Global (org-wide default) policy and other custom policies that may have been created.
  3. Click on the Global (org-wide default) policy.
  4. Scroll to the Recording & transcription section. Verify the following settings:
    • Meeting recording: This must be On.
    • Transcription: This must be On.
  5. Verify the settings for any custom policies.

Check user licenses

As an administrator, you can look up any user in your organization and see their licenses from the main Microsoft 365 admin center.

  1. Access the Teams Admin Center (https://admin.teams.microsoft.com). Sign in with your administrator credentials.
  2. On the left-hand navigation menu, go to Users > Active users.
  3. Find and click on the name of the user who organized the meeting.
    A panel will open on the right.
  4. In that user's details panel, click on the Licenses and apps tab.
  5. Expand the Licenses section.
    You will see a list of all assigned licenses.
  6. Look for a checkmark next to Microsoft Teams Premium.

Check user permissions

In addition to the permissions required for the API (see below), users must have the following permissions:

  • Policy
    • Delegated: TeamworkPolicy.Read.All
    • Application: TeamworkPolicy.Read.All
  • License
    • Delegated: User.Read.All, Directory.Read.All
    • Application: User.Read.All, Directory.Read.All

2. Obtain your Microsoft Teams API information

You must be a Microsoft Teams administrator to register an Azure app and generate the required information for connecting with Totango:

  1. Client Id
  2. Client secret (value)
  3. Tenant Id

Register a new Azure app

  1. Sign into the Azure admin portal.
  2. Click App registrations from the left menu bar and then on New registration to create a new application.
  3. Add a name for the new app (e.g., my App), and click Register to save the app.

Set mandatory permissions

  1. Open the app you just created.
  2. Under the Manage section, click API Permissions.
  3. On the API Permissions page, click Add a permission.
  4. In the sidebar that opens, under the Microsoft APIs tab, click Microsoft Graph.
  5. Choose Delegated permissions, and and use the search bar to find and select the check box for the following permission:
    • OnlineMeetingTranscript.Read.All
    • Application.Read.All
    • OnlineMeetings.Read
    • User.Read (default)
  6. Choose Application permissions, and use the search bar to find and select the check box for the following permissions:
    • Application.Read.All
    • OnlineMeetingRecording.Read.All
    • OnlineMeetingTranscript.Read.All
    • User.Read.All
  7. When the above permissions are selected, click Add permissions.
    The new permissions should appear under Configured permissions on the API Permissions page.

Grant admin consent for permissions

  1. On the API Permissions page, select the check box for Grant admin consent for [your organization].
  2. In the confirmation window, click Yes.
    After consent is granted, all permissions will show a green checkmark under the Status column, including a default permission for User.Read.

Access the API information

  1. Click Overview from the left menu bar. Copy the Client Id and the Tenant Id, and save them for later.
  2. Click Certificates & secrets from the left menu bar.
  3. Click New client secret, add a secret description, and then click on Add. This is your client secret value; copy and save it for later.

3. Enable Microsoft Teams Call Recordings (global setting)

Enabling/disabling Microsoft Teams Call Recordings integration is a global action for all Totango users (all teams). Once enabled, a new option appears on the Integrations tab of the Totango user profile window, where each Totango user can connect their own MS Teams accounts.

Your MS Teams organizational account can be connected to one Totango service, and a full sync can only occur once. For example, if you connect your Microsoft Teams account (using Tenant Id, Client Id, Client secret) with your Totango development environment and then remove the integration and connect to your Totango production environment, the integration will not perform another full sync.

  1. In Totango, click Settings from the left nav.
  2. Expand Data Management > Customer Data Hub.
  3. From the list of active connectors (left), choose All Connectors.
  4. From the list of available connectors, hover over Microsoft Teams (Call Recordings), and click Connect.
  5. From the integration screen, enter your API information you copied from the previous set of steps:
    • Client Id
    • Client secret (value)
    • Tentant Id
  6. Click Enable Integration.

4. Individually authenticate (per user)

Each Totango user can now individually connect their MS Teams accounts to begin syncing call recordings as touchpoints. Read more for steps and sync considerations. ➡

Send your teams these instructions to connect their MS teams profiles to Totango.

Was this article helpful?

0 out of 0 found this helpful

Have more questions? Submit a request