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Record your mobile calls

You would like to record your mobile calls to be compliant with the EU regulation, related to financial transactions?

With Mobile Voice Recording, you can record, store and consult your mobile calls:

  • On-site: allows you to record calls made from and to Proximus Mobile numbers (in professional mode) and access them through your own platform. For this, you need to have a Proximus Explore connection, the required infrastructure (such as a SIPREC compliant recorder) and sufficient storage space.
  • In the Cloud: allows you to record calls made from and to Proximus Mobile numbers (in professional mode) and access them through the Proximus Cloud. There are no specific requirements.

Please note: Mobile Voice Recording is not compatible with the Fixed Mobile Unification (FMU) solution.

You need more information about Mobile Voice Recording?
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Manage your recordings

Regardless of the solution you chose, you can manage your recorded numbers in the MyProximus Mobile section, but you only access your recordings in the Cloud if you've chosen a Cloud solution.


In MyProximus

By default, professional mode is active for all Mobile Voice Recording numbers. In professional mode, all incoming and outgoing calls are recorded, but not to emergency numbers.

If you want users to be able to switch professional mode on or off, contact your Customer Support Officer to enable self-management. Once you have done so, users can switch between modes by typing in #135# and pressing the call key.

You can manage, in the MyProximus Mobile section, which mobile numbers are recorded in professional mode, or define a schedule for recordings.

View recorded numbers
  1. Log in to MyProximus as Digital Access Owner or Delegate User to view your products.
    View your products
  2. Click on Products & Services and select Fixed Mobile Unification (FMU).
  3. If you have more than one account number, select the account number you wish to manage.
  4. Numbers that are recorded are shown in the first tab. By pressing the Scheduling icon button next to the number, you can set a recording schedule, either individually or by bulk upload. You can also create a template that you can apply to multiple numbers.
Recording templates

Create a recording template to easily apply professional mode to one or more users.

  1. Log in to MyProximus as Digital Access Owner or Delegate User to view your products.
    View your products
  2. Click on Products & Services and select Fixed Mobile Unification (FMU).
  3. Click on Scheduling templates in the left menu.
  4. Select one or more days and a start hour and end hour for your recording schedule. The minimum duration of a timeslot is 5 minutes.
  5. 5. Choose a name for your recording template (e.g. Option1). When you create a bulk upload, the name of the recording template will be referenced in the .csv file.
  6. Click Save all changes to finish.
Recording individual users
  1. Log in to MyProximus as Digital Access Owner or Delegate User to view your products.
    View your products
  2. Click on Products & Services and select Fixed Mobile Unification (FMU).
  3. Click the Scheduling icon button next to the number you wish to manage. You will now be able to define a recording schedule. If you want to change an existing timeslot, delete it first to avoid conflicts.
  4. Select a recording template or select one or more days and a start hour and end hour for your recording schedule. The minimum duration of a timeslot is 5 minutes.
  5. Click on Add slot. Repeat until all timeslots have been created.
  6. For an individual user, you can also change additional parameters:
    • Beep notification: when activated, the beep notification will be to indicate that calls are being recorded.
    • Notification (status update): when activated, the user will receive a text message when his status is changed by the fleet manager.
    • Auto/Manual status: when activated, the user has the possibility to use automatic recording, but also to disable his recording schedule.
  7. Click Save all changes to finish.
Recording multiple users
  1. Log in to MyProximus as Digital Access Owner or Delegate User to view your products.
    View your products
  2. Click on Products & Services and select Fixed Mobile Unification (FMU).
  3. Click on Bulk scheduling in the left menu.
  4. You now have 2 options:
    1. Schedule users in bulk: applies a recording template you created to multiple users.
      • Download the .csv file with 2 columns:
      • Mobile Number: number you want to apply the recording schedule to (without 0).
      • Scheduling Template File Name: enter the exact name you have chosen for your recording template (case sensitive) or the planning will not be applied.
    2. Change user configuration in bulk: applies a recording template and additional parameters to multiple users.
      • Download the .csv file with 6 columns:
        Mobile Number Scheduling Template File Name Notification (Beep) Notification (Status updates) Auto/Manual Status Active State
        473123456 Option1 On On Auto
        473123456 Option1 Off Off Manual Professional
      • Mobile Number: number you want to apply the recording schedule to (without 0).
      • Scheduling Template File Name: enter the exact name you have chosen for your recording template (case sensitive) or the planning will not be applied.
      • Notification (Beep): plays the beep notification to indicate calls are being recorded. On to activate, Off to deactivate.
      • Notification (Status updates): sends the user a text message when a status change occurs. On to activate, Off to deactivate.
      • Auto/Manual Status: for managed users, Auto needs to be used or you will receive an error message. Managed users must always have at least one timeslot scheduled, their recording schedule cannot be empty. For self-managed users that can change their own recording schedule, Manual needs to be used.
      • Active State: if you entered Manual in the previous column, indicate Professional to start recording immediately.
  5. Click Browse… to add the .csv file you just created.
  6. Click Import File to apply the new recording schedule.
Solve problems with recording schedules

Often you can easily solve them by verifying that:

  • Mobile Voice Recording is active for the number you want to update, the number must be listed on the FMU page in MyProximus. If Mobile Voice Recording is not active, contact your Customer Support Officer.
  • Managed users do not have an empty recording schedule. At least one timeslot must be configured.
  • You are not trying to apply an Auto status to an unmanaged user. You can only change the status of an unmanaged user by assigning it as Manual and setting the status to Professional. Please consult the section about recording multiple users (bulk scheduling) and check the content of the .xls file for errors.
  • Timeslots do not overlap each other. Delete the timeslot you wish to update and then create a new one.

If despite these verifications you’re still experiencing problems, do not hesitate to contact us.

You need multiple calls to be recorded simultaneously? Your Customer Support Officer or Account Manager can check if this is the case.


In the Cloud

To access the Cloud, the following prerequisites need to be installed on your computer:

  • Cisco Anyconnect Secure Mobility Client
  • TLUCAAS-HCS root CA installed on the Trusted Root Certification Authorities.

Once you are connected to the Cloud, you can search for calls, listen to recordings or manage your cases:

Connecting to the Cloud
  • Start Cisco Anyconnect Secure Mobile Client and enter the address secure-access.telinduscloud.lu.
  • Enter your username. As a password, first enter the PIN code you have received and then enter the code that is generated by your token. For example, if you received the PIN code 0123 and your token generates 456789, you enter 0123456789.
  • Surf to https://verba-XXX.tlucaas.lu/verba but replace the XXX by the customer short code you have received.
  • Enter your username as firstname.lastname. For example: if your name is John Doe, you enter john.doe. As a password, enter the password you have received by text message or e-mail. On the first login, you will be asked to change your password. If Four eyes login is enabled for the user, the checkbox must be checked and the second user has to enter his credentials to allow access to the first user.
  • In the Conversations menu; you will be able to access your recordings. In the Workflows menu, you can request access to any cases.
Search calls

In the Search menu, you can search calls and filter on times, phone numbers, users, etc. By default, standard users can only see their own calls and admin users can see all calls.

Listen to a recording

You have 2 different options to listen to recordings:

  • Play the recording directly in the web interface.
  • Download the file in .mp3 format and plays it on your application. For this, you need to be an admin user.
Create a case

You need to be an admin user to create a case.

Cases are collections of conversations. For example: One of your customers has contacted you and has spoken to 5 of your employees. You can group this customer’s conversations and give access to all 5 employees to listen to the recordings, while normally they would not have access rights.

To create a case, follow these steps:

  • Go to Data and click on Manage Cases.
  • Click on Add New Case.
  • Choose a title for your case.
  • Choose a label for your case: you can choose an existing label or create a new one by clicking on New label. If you create a new label, you will need to choose a title and colour for it.
  • Extend Access to List Conversations, Extend Access to Play Back Conversations click on None, you do not need to add the users they will be added with the Authorization Requests. For more information on these options, see the topic Request access to a case.
  • Add/Remove Labels in Case To/From Conversations should be set on Owner; it allows removing a conversation from this case by removing the label. For more information on these options, see the topic Request access to a case.
  • Click Save.
Request access to a case

If you are a standard user, you need to request access to a case to view or play a conversation from other users. To request access to a case:

  • Go to Workflows and click on Request Access.
  • Click on Request Access to a Case.
  • Choose which Requested Case you want access to and specify a Reason.
  • If you want to, you can request specific rights:
    • Extend Access to List Conversations: allow the user to view the conversation.
    • Extend Access to Play Back Conversations: allow the user to play the conversation.
    • Add/Remove Label To/From Conversations: allow the user to remove the conversation from the case if the user has access to it.
Approve access to a request

Only an admin user can approve access to a request. To do so, follow these steps:

  • Go to Workflows and click on Requests.
  • Click on Requests to Approve.
  • You will see a list of the requests that require approval with the following details:
    • Reason: the reason of the request.
    • Expiration Date: the expiration date of the request.
    • User: the user who made the request.
    • Rights: the rights the user is asking for.
  • Click Approve or Reject and add a note for your decision.

The user can now search, see, play or remove calls from the case that does not belong to him, depending on the access rights he was given. You can see every request by clicking on All Requests. Then it is possible to select a previous approved request and revoke it.

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