A consultant enables conversation intelligence and configures keyword tracking for a sales team that takes calls through both Microsoft Teams and a third-party telephony provider connected via a call recording integration. After a month, transcripts and keyword insights are appearing only for the Teams calls; the telephony provider's calls show no analysis at all. What is the most likely reason?
Select an answer to reveal the explanation.
Short Explanation
If Teams calls show transcripts and keywords but telephony calls show nothing, you've probably got a missing call recording connector. Conversation intelligence only analyzes what's been ingested, and Teams is native while third-party calls need their own connector. Check that connector before blaming call length, setup order, or licensing.
Full Explanation
The most likely reason is that the third-party telephony provider has not been configured as a supported call recording connector for conversation intelligence, so its calls are never ingested for analysis. Conversation intelligence only analyzes calls from channels it is explicitly connected to; Teams calls are natively supported, but a third-party telephony provider requires its own recording connector to be set up and authorized before its calls are ingested for transcription and keyword analysis. If that connector was never configured, or was only partially configured, the provider's calls simply never enter the analysis pipeline, which matches the observed pattern of complete silence on that channel. The claim that keyword tracking only evaluates the first channel configured during setup is incorrect because keyword tracking is not limited to a single channel based on setup order; multiple properly connected channels are each analyzed independently. The claim that conversation intelligence analyzes only calls longer than the average call length recorded across the whole team is incorrect because conversation intelligence does not filter calls by a relative length threshold tied to the team average; call duration is not the gating factor here. The claim that the telephony provider's calls are being analyzed but the results are written to a hidden dashboard that requires a separate premium license to view is incorrect because there is no separate hidden, premium-gated dashboard for a specific channel's results; if a channel is connected and licensed, its insights appear in the same conversation intelligence views as any other analyzed call.