Call Recording & Voice Analytics Settings

The last item in left-menu panel is Settings web page. See below screenshot sample:

Audit Logs

Audit Logs feature collects and stores detailed information about key actions performed by user and administrators, including timestamps, user identity, IP address, application context, action type, and specific operation details.

All above actions are stored in a CSV file with format (text/csv), including the following columns:

Top CSV header line includes the field names:

Date,Email,IpAddress,AppName,ActionType,Details

Available Actions Logged

The Audit CSV file includes all the following action categories:

Time Format & Filters

By hitting Download audit logs button, the admin can choose a time range to filter data before export.

All timestamps are represented in UTC.

Data Management

This section allows to setup the overall recordings retention period for all recording-enabled users. Typically, you can keep the default “Keep forever” value, because Imagicle provided unlimited storage within its Cloud. To adhere local regulations, you can set a maximum recording retention time in days or hours by clicking on Recording retention panel:

In this section, you can also enable recordings tagging for Extra retention (legal hold). If you click on this panel, you can either disable the feature, enable it for an additional retention period in days or enable it for unlimited retention. See below sample:

This rule is applied to those recordings which have been tagged by users for legal hold by hittingicon from Recordings page. Each conversation tagged for legal hold displaysicon on top header.

PII Redaction

If your Imagicle Voice Analytics license includes PII Redaction feature, you are allowed to configure up to 50 different rules to be applied on recorded and transcribed conversations. If a rule is matched, relevant audio is silenced and the transcription is replaced with a token. All rules are accessible within below menu item:

Redaction rules are applied to all recorded conversations once the PII Redaction switch is turned on, like above sample.

Automated redaction of recorded conversations is performed by leveraging a cloud-based AI engine. Please consult Imagicle legal terms related to AI usage here.

Personally Identifiable Information Redaction details

This web page includes the list of redaction rules you wish to apply to recorded conversations. By default, it comes with 15 predefined rules including typical personal information to be masked for privacy purposes. Default rules include:

• Names, surnames, titles

• Location addresses

• Email addresses

• Phone numbers

• Birth date

• Bank account ID

• Credit card number

• etc.

You can remove or modify existing rules, or add a new one by click on top-left button.

The following fields must be filled for each rule:

• Title: this is a short, self-explaining label that identifies the type of information you’re targeting, such as a name, phone number, or email address.

  Examples & Description: this is where you provide the context about the data you want to redact. Including a realistic example helps clarify the intent of the rule and improves how it is interpreted by the AI engine.

• Replace token: this is the placeholder that appears in place of the original data in transcriptions. To keep the context consistent and easy to read, this value should be short, written using letters and underscores only, and it automatically appears in uppercase letters (like EMAIL or PHONE_NUMBER).

Please be aware that Examples & Description field is crucial to obtain the expected redaction results. That’s why it is highly suggested to provide as many examples as possible, to guide the AI in understanding your intents.

Once a new rule has been added or amended, please hit bottom-right button to save the whole list.

A button is available at bottom-left corner, allowing to recall the default 15 rules and override any applied modification.

Rules validation & processing phase

When you update your PII Redaction configuration, the system automatically checks that everything is filled in correctly before saving.

Make sure all required fields are filled and your text stays within the allowed limits: titles can be up to 40 characters, descriptions up to 200 characters, and the “Replace token” value up to 20 characters.

For the “Replace token” field, the format is intentionally simple to keep things consistent across all redactions. No need to worry about capitalization: anything you type is automatically converted to uppercase letters. Numbers, spaces, and special characters aren’t supported, so if they’re included, you’ll be asked to adjust the value before saving.

If any field doesn’t meet these requirements, the system guides you to fix it, so you can successfully apply your changes.

When PII Redaction is active, each recording goes through a short processing phase before it’s fully available. During this time, the system is identifying and masking any sensitive information based on your configured rules.

While this is happening, the recording is marked as “In Progress” in the recordings list. See below:

If you click on the recording, a status card appears indicating that redaction is underway:

Once processing is successfully accomplished, the recording becomes available, with sensitive information safely masked.

In the audio playback, any redacted content is replaced with silence. In the transcription, same portions appear as replacement tokens such as EMAIL or PHONE_NUMBER, based on how your rules are configured.

This behavior is consistent everywhere: whether you’re viewing the recording in the platform or downloading the audio or transcript, the redacted content is kept masked.

In the unlike event of a redaction failure, the system clearly states that the recording couldn’t be processed. You see it marked with and error icon in the recordings list. See below:

You can’t access or delete the recording; if you click on it, you’ll see a simplified view with the recording’s basic information, indicating that the redaction process didn’t complete successfully:

Microsoft Teams Recorder

This section allows to setup the MS-Teams Call Recording scope, such us call direction and traffic type, and populate a black list of phone numbers NOT to be recorded.

Recording filters

This panel enables administrator to decide which call types to be recorded at global level: Group/meeting and unparked calls, internal/external calls and inbound/outbound calls. See below:

Recording blacklist

This panel allows to populate a table with phone numbers/ranges that you wish to deny the recording. The application applies the blacklist rule to both calling party and called party numbers. See below:

Special wildcard characters can be added in each phone number:

• + can be used at the beginning to indicate an international prefix (e.g. +39! excludes all numbers starting with +39);

• * and # symbols, commonly used in telephone dialing;

• X matches any single digit (e.g. 90XX excludes all 4-digit numbers starting with 90);

• . matches any digit, *, or # (e.g. 90.. excludes numbers like 9012, 90*#, 901*);

• ! matches any sequence of digits (e.g. 9! excludes all numbers starting with 9);

Recording policy

Recording policy defines whether recordings are automatic (always-on) or selective (on-demand).

The administrator can filter for the following value:

1. Default Policy:

   • Always on → All user calls are automatically recorded;

   • On demand (default) → Users can manually start/stop their recordings.

2. Recording limit for users with Always On policy - The administrator can choose a percentage value that determines what portion of calls will actually be recorded:

   • The available options range from 0% to 100% in increments of 5% (e.g., 0%, 5%, 10%, 15%, …, 100%)

   • The default value is 100%, meaning all calls for Always On users are recorded.

if 60% is applied, the system records 60% of the conversations of Always On users, including both those who inherit it through the default policy and those who have an explicit override set to Always On.

3. Policy by User – Administrator can override above default policy for individual licensed users, by selecting an override value from pull-down menu:

   • Default

   • Always on

   • On demand

The user list is searchable by name, surname, or email. Administrator can filter the list by all users or users with overridden policies.