Microsoft Teams Phone

Connect Gong with Microsoft Teams phone so your calls are available in Gong.

We have created a technical partnership with Numonix LLC, a policy-based recording solution certified for Microsoft Teams to offer a seamless integration that allows your company’s Microsoft Teams calls to telephone numbers (inbound and outbound) be available in your Gong instance. This guide explains how to set up the end-to-end integration between Microsoft Teams phone and your Gong instance.

Importing Microsoft Teams Phone calls to Gong

When a Microsoft Teams phone call takes place, Numonix's compliance bot, integrated with Microsoft Teams, records these calls on behalf of the end-customer, and is stored within Numonix's Azure servers.

From the Numonix Azure servers, the recorded calls are  seamlessly ingested by Gong, ensuring that they are readily accessible for Gong users across the platform.

Note

For troubleshooting purposes, recorded calls remain in Numonix’s Azure servers for 7 days, and then are automatically deleted thereafter.

Costs & Technical support

Gong covers the additional costs of this integration, its end-to-end maintenance and support.

Contact Gong support for any technical and troubleshooting help.

Terms and Conditions

By setting up this integration, you will be subject to the Terms and Conditions of Numonix LLC (a third-party service provider), which govern the recording and management of your calls when being processed by Numonix. You agree that any matters relating to your data when processed or stored by Numomix are between your organization and Numonix.

Setting up the integration

Setting up the Gong integration with Microsoft Teams phone involves creating an application instance, and a compliance recording policy. The compliance recording policy is then associated with users or groups in your Active Directory.

The integration is configured by default in strict mode by Microsoft so that users and only make, receive, and record calls from Microsoft Teams to a phone number. Users can stop a recording from Gong if necessary. Disable strict mode to enable your users to make other types of calls such as web conferencing calls or voice calls. In this scenario, Microsoft Teams calls to phone numbers will be recorded, but the other types of calls won't.

Note

In strict mode, calls made by users set up to use the Gong bot are recorded automatically. Depending on your use case and jurisdiction laws, you may be required to get consent to record the call. You are responsible for ensuring your compliance with applicable laws when using this feature.

Configure the MS Teams phone integration with Gong:

1. In Gong, click Company settings  > Data capture > Telephony systems. Click + Add Telephony System.

    

2. Select Microsoft Teams Phone to open the Microsoft Teams phone integration page.

3. Give a name to the connection.

4. Click CONNECT IN MICROSOFT TEAMS PHONE.

   The Microsoft permissions page is displayed. Click Accept to give permissions for your Gong user to access your MSFT tenant (see the appendix for more details).

   Once you have granted permissions, you will be redirected back to the Gong settings page.

   Contact Gong support if you want to set up the Microsoft Teams integration for multiple Microsoft tenants.

5. In Gong, in the Microsoft Teams Phone settings page, expand section 2 and copy the application ID to be used when running scripts to set up the application instance and recording policy.

Once you have set up the integration in Gong, your Microsoft Azure admin must set up Teams phone to enable compliance recording of calls.

Configuring Microsoft Teams phone to export calls to Gong

You must install PowerShell and Microsoft Teams phone to set up this integration

1. In Microsoft Teams PowerShell module, install MicrosoftTeams.

   Install-Module -Name MicrosoftTeams

2. Verify the MicrosoftTeams module is installed.

   GET-InstalledModule -Name MicrosoftTeams

Create a Compliance Recording policy in Microsoft

Create a compliance recording policy and associate it with your users or groups:

1. Get your TenantID. In PowerShell, connect to your Teams Tenant:

   Connect-MicrosoftTeams 

2. Create an application instance using the Gong Compliance Bot application ID. This script creates an application instance together with a user in Azure’s Active Directory. This user is the user that used to record calls. Define the following parameters for the script:

   • appID: the appId you got after connecting to Microsoft Teams phone to Gong.

   • UserPrincipalName: an email to be associated with the Numonix bot. This email address will be added to  Active Directory after running the script.

   • DisplayName: the display name for the user created in Active Directory. This name is displayed if the user is added to a call. Use a descriptive name such as 'Recording Assistant'.

   New-CsOnlineApplicationInstance -UserPrincipalName <userPrincipalName> -DisplayName <Recording assistant name>  `
   -ApplicationID <AppId>

3. The script returns the application ID, display name, and the object ID for the Gong Compliance bot generated. Keep a copy of the object id.

   Tip:

   Add the resource account (UserPrincipalName) to a whitelist in your security scanning or risk mitigation software. Do not disable or mark the resource account (UserPrincipalName) as inactive in your Active Directory; this will affect and/or disable your service.

4. Sync your application instance from Microsoft into the Agent Provisioning Service, using the object and application ID returned when you created the application instance.

   Sync-CsOnlineApplicationInstance -ObjectId <object ID> -ApplicationId <appId>

5. Create a Compliance Recording Policy with the following parameter:

   • policyIdentity: the policy identifier which is then associated with users you want to record.

   New-CsTeamsComplianceRecordingPolicy -Identity <policyidentity> -Enabled $true `
   -Description "Teams Compliance Recording" ` 
   -DisableComplianceRecordingAudioNotificationForCalls $true

6. Associate the compliance recording policy with the Gong Compliance Bot application with the following parameters:

   • policyIdentity: the policy identifier which is then associated with the users you want to record

   • objectId: the ID of the object generated when creating the application instance

   New-CsTeamsComplianceRecordingApplication -Id <object ID> -Parent <policyidentity> 

Disable “Strict” mode in the compliance recording profile

When strict mode is enabled, all calls are recorded. The Numonix bot records PTSN calls.

To enable your users to make other types of calls, disable strict mode in the Teams compliance recording profile.

1. Connect to MSTeams using Powershell.

2. Identify the application that needs to be changed:

   Get-CsTeamsComplianceRecordingApplication

   The script returns the following:

   Identity:	Tag:
   Priority:	0
   ComplianceRecordingPairedApplications:	{}
   Id:
   RequiredBeforeMeetingJoin	True
   RequiredBeforeCallEstablishment	True
   RequiredDuringMeeting	True
   RequiredDuringCall:	True
   ConcurrentInvitationCount:	1

3. Set the parameters in bold to False. The object Id is the ID of the object generated when creating the application instance:

   Set-CsTeamsComplianceRecordingApplication –Identity Tag:<object Id> -RequiredBeforeMeetingJoin `
   $false -RequiredDuringMeeting $false -RequiredBeforeCallEstablishment $false -RequiredDuringCall $false

4. Confirm the settings were updated:

   get-CsTeamsComplianceRecordingApplication

   The script returns the following:

   Identity:	Tag:
   Priority:	0
   ComplianceRecordingPairedApplications:	{}
   Id:
   RequiredBeforeMeetingJoin	False
   RequiredBeforeCallEstablishment	False
   RequiredDuringMeeting	False
   RequiredDuringCall:	False
   ConcurrentInvitationCount:	1

5. In Gong: Make sure to enable importing telephony system calls for users whose calls you want to record. Check that the list of users in Microsoft Teams and the list of users in Gong are aligned.

Assign policy to users

1. Assign the compliance recording policy to a user or group:

   • Assign to User:

     Grant-CsTeamsComplianceRecordingPolicy -Identity  -PolicyName 

   • To remove a policy from a user:

     Grant-CsTeamsComplianceRecordingPolicy -Identity [email protected] -PolicyName $null

   • Assign to group:

     New-CsGroupPolicyAssignment -GroupId  -PolicyType TeamsComplianceRecordingPolicy `
     -PolicyName  -Rank 1 

   • Remove a policy from a group:

     Remove-CsGroupPolicyAssignment -GroupId  -PolicyType TeamsComplianceRecordingPolicy

2. Verify the policy was applied to a user or to the Azure Active Directory Security Group:

   • Verify user:

     Get-CsOnlineUser -Identity '' | Select-Object `
     -ExpandProperty 'TeamsComplianceRecordingPolicy'

   • Verify group:

     Get-CsGroupPolicyAssignment -PolicyType TeamsComplianceRecordingPolicy

Permissions required by Gong to install the app