UCC Call Recording Scenarios

This page is the canonical reference for recording settings by call flow.

Use the scenario table to determine which setting enables recording, which prerequisites must be enabled, whether recording starts automatically, and whether agent recording controls are available.

Note

An Enterprise license or higher is required to access these features.

Recording Setting Scope

UseAudioRecording: standard inbound contact-center calls where UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. receives and distributes the call to an agent.
UseInboundAudioRecording: direct inbound calls to an agent that UCC records through inbound interception.
UseOutboundAudioRecording: outbound on-behalf calls, outbound dialer calls, and direct outbound calls that UCC records through outbound interception.

Scenario Summary

Scenario	Call family	How UCC handles the call	Preconditions	Recording setting	Auto-start	Agent control
Inbound contact-center call distributed by UCC to an agent	contact-center call	UCC receives the call and distributes it to an agent.	none	`UseAudioRecording = true`	Starts automatically; no separate toggle for this call flow.	Available with `AgentCanEditAudioRecording = true`.
Direct inbound non-contact-center call to an agent from another user	direct non-contact-center call	UCC records the call only if inbound interception captures it.	`EnableInboundInterception = true`	`UseInboundAudioRecording = true`	Controlled by `AutoStartDirectInboundAudioRecording`.	Available with `AgentCanEditAudioRecording = true` after UCC has captured the call.
Outbound call manually initiated by an agent on behalf of a UCC endpoint	direct UCC-owned outbound call	UCC places the outbound call on behalf of the agent or endpoint.	`UseOutboundCalling = true`	`UseOutboundAudioRecording = true`	Controlled by `AutoStartOutboundAudioRecording`.	Available with `AgentCanEditAudioRecording = true`.
Outbound dialer call sent to an agent	contact-center call	UCC runs the outbound dialer flow and involves the agent.	Dialer flow enabled for the scenario.	`UseOutboundAudioRecording = true`	Controlled by `AutoStartOutboundAudioRecording`.	Available with `AgentCanEditAudioRecording = true` for dialer calls that include an agent.
Direct outbound non-contact-center call initiated by an agent from Microsoft Teams	direct non-contact-center call	UCC records the call only if outbound interception captures it; if a preferred UCC endpoint is configured for outbound usage, treat this as the on-behalf scenario above.	`EnableOutboundInterception = true`	`UseOutboundAudioRecording = true`	Controlled by `AutoStartOutboundAudioRecording`.	`AgentCanEditAudioRecording = true` is valid; control is available through a UCC control surface such as WebAgent because native Teams does not expose UCC recording controls.