Microsoft Teams integration overview

The Microsoft Teams integration allows you to capture audio, video, video-based screen sharing (VbSS), chats, and screens from interactions in Microsoft Teams. These events are monitored and processed in real time.

Diagram: MS Teams and Verint EDM components required for interaction capture

Microsoft Teams Recording Bot Adapter

The Verint recording solution includes a new Microsoft Teams Recording Bot Adapter (loaded by Recorder Adapter Proxy Service Role). The Bot Adapter integrates to Microsoft Teams using the standard and supported integration patterns, namely, the Microsoft Graph API and Microsoft Local Media SDK. The overall design has been validated and developed as part of the Microsoft co-engineering program.

Microsoft Teams data flow

Microsoft Teams integration data flow

A monitored agent (employee) associated with a compliance Recording Policy makes or receives a call in MS Teams.
A Recording Bot is invited into the call.
The associated policy determines whether the call proceeds.
- If the associated policy is strict, the call proceeds only if the Bot answers the call.
- If the associated policy is not strict, the call always proceeds.
The Recorder Adapter Proxy Service (RAPS) sends:
- Signaling and media to the Interaction Capture Service
- Call events, which are used for CTI tagging, to the Recorder Integration Service