Cloud9
Overview
Cloud 9 Technologies is a cloud communications service provider. They provide high-performance voice, messaging and collaboration services designed for the unique needs of distributed workgroups and teams. C9 Trader connects the institutional trading community with a voice and messaging solution designed especially for the financial markets. It provides a secure and compliant way to connect with your trading counterparties while eliminating the hassle and expense of legacy turret systems and private lines.
The C9 Trader application is able to record all calls in standard Ogg/Opus and M4A/AAC format.
There 2 integration options available for Cloud9:
- The files with related metadata (JSON) can be automatically uploaded from the C9 desktops to the Verba servers using the Cloud9 Recording System API, where a configured Cloud9 import source can receive, process, and archive the data. Multiple Verba serves can be deployed and used for the import. In this case, an HTTP load balancer has to be placed in front of the servers to provide load balancing and/or failover for the uploads.
- Cloud9 Call Data API allows downloading the recordings from the Cloud9 cloud platform and archives them in Verba. The C9 clients are initially uploading the recordings to the Cloud9 cloud platform and the Verba application is periodically checking the Call Data API for new data. C9 clients are uploading metadata and media files separately, media files are not necessarily available at the same time metadata is retrieved. The Verba system creates the CDR entry in the database after downloading the metadata record and when the media file becomes available, the record is updated in the database and the file is imported to the default media folder. An upload or move data management policy has to be configured to place the files on the storage infrastructure.
Cloud9 recording features
- Voice recording
- Integration options:
- Cloud9 Call Data API
- Cloud9 Recording System API
- Compatible with trader voice recording data model (Cloud9 Call Data API only)
- All types of recording mix layouts are supported
- Support for selective recoding by configuring trader IDs as recorded extensions
Version support
Switch Name & Model | Cloud9 |
|---|---|
Supported Symphony Versions | Contact Cloud9 |
Supported Endpoint / DeviceTypes | All |
Deploying Cloud9 recording
The following section contains the necessary steps for setting up a Cloud9 recording infrastructure.
Server sizing
Allocating the appropriate resources to the different servers is crucial. For guidance, see Server sizing and requirements
Preparation
The Cloud9 integration requires additional prerequisites and configuration in Cloud9, which out of scope for this guide. Contact your Cloud9 representative for further information.
Make sure that all the required prerequisites are installed on each server prior to the installation.
Installation
The following articles contain all the step for installing the various server roles:
- Installing a Verba Single Server solution
- Installing a Verba Media Repository
- Installing a Verba Recording Server
Configuration
The system has to be configured for Cloud9 in the following way:
- Cloud9 Recording System API based integration requires configuring the related import sources and enable the Import Service on one of the Recording Servers. For more information, see Cloud9 Recording System API.
- Cloud9 Call Data API based integration requires configuring the related import sources and enable the Import Service on one of the Recording Servers. For more information, see Cloud9 Call Data API.
- Recorded users can be synchronized from Active Directory. To match the imported conversations to an extension (and to a user account) you need to add the Cloud9 login names as extensions with type User / Agent ID.
Cloud9 Recording System API metadata
The system captures the following metadata specific to Cloud9 recordings. These fields are available through the standard and the Cloud9 specific custom metadata template.
| Metadata Field | Description | Template | Available |
|---|---|---|---|
| Start Date | Start date of the conversation | Standard | Yes |
| Start Time | Start time on the conversation | Standard | Yes |
| End Date | End date of the conversation | Standard | Yes |
| End Time | End time of the conversation | Standard | Yes |
| Duration | Length of the conversation | Standard | Yes |
| User | Name of the recorded user | Standard | Yes |
| From | Phone number, Button name, User name | Standard | Yes |
| From Info | User / contact name | Standard | Yes |
| To | Phone number, Button name, User name | Standard | Yes |
| To Info | User / contact name | Standard | Yes |
| Direction | Direction of the call from the system perspective, requires configuring internal number/domain patterns | Standard | Yes |
| Direction (User) | Direction of the call from the recorded user perspective | Standard | Yes |
| From (Verba) | Name of the Verba user associated with the calling party | Standard | Yes |
| To (Verba) | Name of the Verba user associated with the called party | Standard | Yes |
| Location | Hostname of the recording server | Standard | Yes |
| End Cause | Normal, Hold, Transfer, Conference, Device Change, From Terminated, To Terminated | Standard | No |
| Audio Codec | Audio codec of the recorded streams | Standard | No |
| Video codec | Video codec of the recorded streams | Standard | No |
| Platform Call ID | Unique conversation identifier received from the recorded platform | Standard | Yes |
| Silence Ratio | Ratio of silence in the conversation | Standard | No |
| Talkover Ratio | Talkover ratio of the conversation | Standard | No |
| Longest Silence | Length of the longest silence present in the conversation | Standard | No |
| User ID / Agent ID | Cloud9 user ID | Standard | Yes |
| From Device | Device ID of the calling party | Standard | No |
| To Device | Device ID of the called party | Standard | No |
| Dialed Number | Original dialed number | Standard | No |
| From IP | IP address associated with the calling party | Standard | No |
| To IP | IP address associated with the called party | Standard | No |
| From Proxy IP | IP address of the proxy server associated with the caller party | Standard | No |
| To Proxy IP | IP address of the proxy server associated with the called party | Standard | No |
| Source Platform | Cloud9 | Standard | Yes |
| Conversation Type | Voice | Standard | Yes |
| Forward Reason | Forward reason for the conversation (e.g. forwarded, transferred, team call, delegated, etc.) | Standard | No |
| Recording failed | Indicates if the recording has failed and the metadata was imported during CDR reconciliation | Standard | No |
| Media Length | Length of the media file related to the conversation in hhh:mm:ss format | Standard | No |
| Media Error | Shows the media processing errors during recording | Standard | No |
| Voice Quality | Overall voice quality check score for the conversation | Standard | Yes |
| Record Type | Standard | Standard | Yes |
| 2N Source | In case of duplicate (2N) recording, records are marked as primary or secondary | Standard | No |
| Firm Name | Far-end firm name | Cloud9 | |
| Group Name | Far-end group name | Cloud9 | |
| Group ID | Far-end group ID | Cloud9 | |
| Device Type | Handset 1, Handset 2, Microphone | Cloud9 | |
| Call Type | Click to Call, Ring Down, Shout Down | Cloud9 |
Cloud9 Call Data API metadata
The system captures the following metadata specific to Cloud9 recordings. These fields are available through the standard and the Cloud9 specific custom metadata template. The system can store data suing both standard and trader voice specific data models.
Metadata Field | Description | Template | Available in Standard record | Available in CDR-Only record | Available in Media-Only record |
|---|---|---|---|---|---|
| Start Date | Start date of the conversation | Standard | Yes | Yes | Yes |
| Start Time | Start time on the conversation | Standard | Yes | Yes | Yes |
| End Date | End date of the conversation | Standard | Yes | Yes | Yes |
| End Time | End time of the conversation | Standard | Yes | Yes | Yes |
| Duration | Length of the conversation | Standard | Yes | Yes | Yes |
| User | Name of the recorded user | Standard | Yes | Yes | Yes |
| From | Phone number, Button ID, User name depending on the call scenario | Standard | Yes | Yes | No |
| From Info | Button name depending on the call scenario | Standard | Yes | Yes | No |
| To | Phone number, Button ID, User name depending on the call scenario | Standard | Yes | Yes | No |
| To Info | Button name depending on the call scenario | Standard | Yes | Yes | No |
| Participants | Name of the participants of the call | Yes | Yes | No | |
| Direction | Direction of the call from the system perspective, requires configuring internal number/domain patterns | Standard | Yes | Yes | No |
| Direction (User) | Direction of the call from the recorded user perspective | Standard | Yes | Yes | No |
| From (Verba) | Name of the Verba user associated with the calling party | Standard | Yes | Yes | Yes |
| To (Verba) | Name of the Verba user associated with the called party | Standard | Yes | Yes | Yes |
| Location | Hostname of the recording server | Standard | Yes | Yes | Yes |
| End Cause | User Release, Auto Release, Toggle Device, User Release Transfer, Auto Release Transfer, Unspecified | Standard | Yes | Yes | No |
| Audio Codec | Audio codec of the recorded streams | Standard | No | No | No |
| Video codec | Video codec of the recorded streams | Standard | No | No | No |
| Platform Call ID | Unique conversation identifier received from the recorded platform to correlate multiple call legs | Standard | Yes | Yes | No |
| Silence Ratio | Ratio of silence in the conversation | Standard | No | No | No |
| Talkover Ratio | Talkover ratio of the conversation | Standard | No | No | No |
| Longest Silence | Length of the longest silence present in the conversation | Standard | No | No | No |
| User ID / Agent ID | Cloud9 user ID | Standard | Yes | Yes | Yes |
| From Device | Recorded console ID | Standard | No | No | No |
| To Device | Recorded console ID | Standard | No | No | No |
| Dialed Number | Original dialed number | Standard | No | No | No |
| From IP | IP address of the recorded endpoint | Standard | No | No | No |
| To IP | IP address of the recorded endpoint | Standard | No | No | No |
| From Proxy IP | IP address of the proxy server associated with the calling party | Standard | No | No | No |
| To Proxy IP | IP address of the proxy server associated with the calling party | Standard | No | No | No |
| Source Platform | Cloud9 | Standard | Yes | Yes | Yes |
| Conversation Type | Voice | Standard | Yes | Yes | Yes |
| Forward Reason | Forward reason for the conversation (e.g. forwarded, transferred, team call, delegated, etc.) | Standard | No | No | No |
| Recording failed | Indicates if the recording has failed and the metadata was imported during CDR reconciliation | Standard | Yes | Yes | No |
| Media Length | Length of the media file related to the conversation in hhh:mm:ss format | Standard | Yes | No | Yes |
| Media Error | Shows the media processing errors during recording | Standard | Yes | No | Yes |
| Voice Quality | Overall voice quality check score for the conversation | Standard | Yes | No | Yes |
| Record Type | Standard, CDR-Only, Media-Only | Standard | Yes | Yes | Yes |
| 2N Source | In case of duplicate (2N) recording, records are marked as primary or secondary | Standard | No | No | No |
| Technical Call ID | Unique conversation identifier received from the recorded platform | Standard | Yes | Yes | Yes |
| Audio Interface | The audio device used for the call: Left handset, Microphone, Right handset | Cloud9 Call Data API | Yes | Yes | No |
| Call Type | Shout Down, Gateway Shout Down, Ring Down, Gateway Ring Down, Dial Tone, Intercom, Large Hoot | Cloud9 Call Data API | Yes | Yes | No |
| Near-end Firm Name | Name of your firm (as nearEnd) as defined in Cloud9 portal | Cloud9 Call Data API | Yes | Yes | No |
| Far-end Firm Name | Name of the other firm (as farEnd) on the call, as defined in Cloud9 portal | Cloud9 Call Data API | Yes | Yes | No |
| Near-end Legal Entity | Legal Entity ID of the nearEndFirm as relvant to the call. The LEI may be set on the Group or Connection level and Cloud9 picks up the relevant LEI, based on the specific usage of the call. If not set will be Cloud9 Firm ID. | Cloud9 Call Data API | Yes | Yes | No |
| Far-end Legal Entity | Legal Entity ID of the farEndFirm as relvant to the call. The LEI may be set on the Group or Connection level and Cloud9 picks up the relevant LEI, based on the specific usage of the call. If not will be Cloud9 Firm ID. | Cloud9 Call Data API | Yes | Yes | No |
| Near-end Group Name | Name of nearEndGroup to which the connection belongs | Cloud9 Call Data API | Yes | Yes | No |
| Far-end Group Name | Name of farEndGroup to which the connection belongs | Cloud9 Call Data API | Yes | Yes | No |
| Near-end Group ID | Unique ID of the nearEndGroup to which the connection belongs | Cloud9 Call Data API | Yes | Yes | No |
| Far-End Group ID | Unique ID of the farEndGroup to which the connection belongs | Cloud9 Call Data API | Yes | Yes | No |
| Call Quality Score | Voice Quality of Service rating for the call as calculated by Cloud9 | Cloud9 Call Data API | Yes | Yes | No |
| Connection ID | Unique ID for the Button for the user that was used for the call | Cloud9 Call Data API | Yes | Yes | No |
| Button Name | The name of the Button for the user that was used for the call | Cloud9 Call Data API | Yes | Yes | No |
| C9 Circuit Reference | The Cloud9 circuit reference ID as displayed in the portal | Cloud9 Call Data API | Yes | Yes | No |
| C9 Circuit ID | The internal Cloud9 circuit ID | Cloud9 Call Data API | Yes | Yes | No |