Set up the Microsoft Teams integration as a host provider

To set up multi-tenant support, configure the Microsoft Teams integration as a host provider.

When setting up an Microsoft Teams recording integration in a Cloud environment, be sure that procedures are completed on both the host and tenant side. The hosting provider must perform the steps below for each of the Microsoft Teams tenants to be recorded.

Before you begin

Assign the bot to a recording policy

For the host provider

1. Register a separate bot channel in the hosting provider’s MS tenant for each of the Microsoft Teams tenants to be recorded.

2. Provide the AppID (bot_channel_app_id) to each tenant admin.

For each tenant using the Microsoft Teams integration

1. Open PowerShell as an administrator that has the Teams Service Administrator role.

2. If the Verint Recorder is on a different Azure tenant, to access that tenant:

   1. At the prompt, run:

      Connect-MicrosoftTeams.

   2. When prompted, log on to Teams using your admin-level credentials.

3. Grant Admin consent for the permissions for the bot channel registered at the host provider with the command:

   https://login.microsoftonline.com/{tenant_id}/adminconsent?client_id={bot_channel_app_id}&state=12345&redirect_uri={redirect_uri}

   where:

   bot_channel_app_id is the App ID for the bot channel registered at the host provider.

   tenant_id is the Microsoft Tenant ID where you want to add permissions for the bot channel.

4. Create an Application instance for the bot channel created above, with the command:

   New-CsOnlineApplicationInstance -UserPrincipalname <UPN> -ApplicationId <bot_channel_app_id> -DisplayName <displayName>

   where:

   UPN is a unique UPN for the recording BOT under the Agent’s tenant. For example, verintbot@agentdomain.com.

   ApplicationId is the application ID of the recording BOT from the BOT tenant.

   On successful creation, it returns the Object ID that you need for the next command.

5. Sync the application instance you just created from Azure Active Directory into Agent Provisioning Service with the command:

   Sync-CsOnlineApplicationInstance -ObjectId <object_id_returned_in_the_previous_step>

6. Create a recording policy with the command:

   New-CsTeamsComplianceRecordingPolicy -Tenant '<tenant_id>' -Enabled $true -Description '<Policy Description>' -Identity '<PolicyName>'

7. Create the compliance recording application and set the recording policy with the command:

   Set-CsTeamsComplianceRecordingPolicy -Tenant '<tenant_id>' -Identity '<PolicyName>' -ComplianceRecordingApplications @(New-CsTeamsComplianceRecordingApplication -Tenant '<tenant_id>' -Parent '<PolicyName>' -Id '<object_id_returned_in_the_previous_step>')

8. For each Microsoft Teams agent you want to record, grant the policy with the command:

   Grant-CsTeamsComplianceRecordingPolicy -Identity '<User’s UPN>' -PolicyName '<PolicyName>'

What to do next 

Optional Workflow: Configure the Application Gateway

Related topics 

Revert recording for a tenant

Create an Azure Bot

Grant admin consent for the permissions

Create Enterprise application

Assign the bot to a recording policy