Overview

Call Detail Record (CDR) Reconciliation is the process of comparing metadata records from the communication platform against metadata records in the capture and archive solution. For Microsoft Teams, Luware Recording uses Graph APIs to pull in all communication records to compare against the captured records in the database. Any communication that should have been captured that is not found in the database is reported to Luware for investigation. 

In cases where recording loss occurs, Luware informs the customer of the loss, investigates the root cause and promptly works to resolve the issue to prevent further occurrences. 

How does it work?

Every six hours, the Luware Recording environment will request all Microsoft Teams CDRs for the customers tenant. It will analyse the participants of each call detail record and determine which records should have been captured based on the recorded users and configuration within Luware Recording. The database is then queried to ensure there is a matching record by checking metadata such as the start date and time, participants and Microsoft Teams call identifiers. If there is no corresponding record, a record is created in the database as failed and an alert is sent to the Luware operations teams.

Luware then perform a root cause analysis to understand if it's a false-positive or true-positive failure and provide an update to the customer via our support portal. Improvements are then determined by Luware and our software providers to prevent reoccurrence of the same incident. 

To ensure no call detail records are missed, a look-back process runs once every day to ensure all records we're processed. Any records that we're marked as failed that are now available within Luware Recording are then removed. 

Required Permissions

To enable access to the customers Microsoft 365 call records, the below permissions are required:

Supported Microsoft Teams Call Flows

The Luware Recording CDR Reconciliation process supports the reconciliation of users voice and video conversations that are enabled with the Full recording mode without selective recording rules or Teams specific settings set. Users enabled with selective recording modes, recording rules or teams specific recording settings will be ignored from the CDR reconciliation process.

Limitations:

• No Recording User Filtering: The current integration does not support the user filter for CDR Reconciliation due to performance limitations and Microsoft API limits.
• Modality: Instant Message reconciliation for Microsoft Teams is not supported.
• Recording Mode: Only users with extensions set with Recording Mode Full without any selective recording settings will be reconciled:
  • Selective recording modes are not supported, such as:
    • On-Demand
    • Controlled
    • Controlled Auto-Start
  • Microsoft Teams specific settings are not supported, such as:
    • Record Only if External User Is Participating
    • Record Video Only for External Participants
    • Start Controlled Recording Automatically if External User Is Participating
    • Record Only Scheduled Meetings
• Application Instance Limitations: The Call Detail Records API does not provide enough information about calls that are via an Application Instance and therefore cannot be reconciled. The below call types are not supported:
  • Nimbus
  • Voicemail
  • Other Services using Application Instances
• Single Segment Reconciliation: The Call Detail Records API does not provide enough metadata about conversations to reconcile multiple call legs accurately. 
  • Final Answering Parties: Call forward, transfers and call queues, the recorded party initiating these actions is not reconciled, only the final participants are reconciled. 
  • Hold Scenarios: all call legs must not be recorded to mark the call as failed. 
  • Long Calls: Recordings longer than 2 hours are segmented. All segments of the recording must not be recorded to mark the call as failed. 
  • Modality Changes: For conversations with modality changes, for example, voice to screen share, these changes cannot be accurately reconciled.

Luware Requests for more Information

As part of the root cause analysis for failed recordings, the Luware support team may contact you requesting more information about a particular call record. This is because the available information from the API doesn't provide as much detail as the Call Quality dashboard available in the Microsoft Teams dashboards.

Luware will contact you via the Luware support portal.

Enable CDR Reconciliation

Luware recommends the following sequence is used to enable CDR Reconciliation for Microsoft Teams records:

1. Acquire the required license from Luware.
2. Approve the Luware Recording CDR Reconciliation application permissions.
3. Provide the Azure Entra security group to apply CDR Reconciliation on
4. Luware will configure CDR Reconfiguration.

1. Acquire the License from Luware

Contact your Customer Success Specialist or solutions@luware.com to request the required CDR Reconciliation license for recording assurance. After the sales process is complete, the Luware customer success specialist will assign the license in the Luware Recording environment.

2. Consent to the Luware Recording CDR Reconciliation Application Permissions

You must consent to permissions within your Azure Entra tenant for the CDR Reconciliation feature. To consent to the Luware Recording CDR Reconciliation application permissions, a user with Global Administrator role based access control permissions in the Azure Entra tenant is required. 

Find my Azure Entra Tenant ID

To create the consent URL that your Azure Global Administrator will be required to use, we first need to acquire the Azure tenant ID of the environment where the Microsoft Teams users are enabled. 

Microsoft provide guidance in their How to find your Microsoft Entra tenant ID article. 

Acquire the Luware Recording CDR Reconciliation Application ID

Your Luware Recording customer success specialist will email you the Luware Recording application IDs. These are used in the URL to generate the consent link for Luware Recording. 

Generate the URL

Now we have the required information, we need to modify the below URLs with the Tenant ID and the Luware Recording Application IDs. Follow the below steps to generate the consent URL:

1. Copy the URLs from below into notepad. 
2. Replace <Customer Tenant ID> with your Azure Entra Tenant ID.
3. Replace <Luware Recording CDR App Id> with the ID provided by the Luware Recording customer success specialist.

https://login.microsoftonline.com/<Customer Tenant ID>/adminconsent?client_id=<Luware Recording CDR App Id>&state=12345&redirect_uri=https://luware.com

Consent to the Application

To provide consent to the Luware Recording application, complete the below steps:

1. Login to portal.azure.com with the Global Administrator role assigned.
2. Visit the URLs generated.
3. Click Accept on the Permissions.

3. Provide the Azure Entra security group to apply CDR Reconciliation on

Login to your Luware Recording environment and provide the Recorded User group name that should be enabled for CDR Reconciliation. 

1. Login to the Luware Recording Web Portal with a user with the Administrator role.
2. Click Users, Groups.
3. Copy the name of the Recorded User group.
4. Send this to your Customer Success Specialist.

4. Luware will configure Microsoft Teams CDR Reconfiguration

Luware will now perform a series of changes, including updating the Active Directory Synchronisations for new users and bulk updating users and extensions to enable existing users. On completion of these tasks, Luware will begin monitoring the environment for recording loss.