Cloud9

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 work groups 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. The files with related metadata (JSON) can be automatically uploaded from the C9 desktops to the Verba servers, 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 a HTTP load balancer has to be placed in front of the servers to provide load balancing and/or failover for the uploads.

For a general description of Verba Import sources, please refer to Import sources.

All Cloud9 voice file formats are supported for import.

Recording is supported for the following modalities:

  • Voice

Configuring Cloud9 recording and archiving

In order to archive the calls in Verba please make sure that Local or Cloud and Local is selected.

Set the Voice Recording to Yes, and provide the URI in "http://verbaserver:port" format.

Please make sure that the Enhanced Metadata checkbox is checked.

For more information, see https://cloud9technologies.desk.com/customer/en/portal/articles/2729473-onsite-call-archive-options?b_id=15792

Creating a Cloud9 import source

Follow the steps below to create a new Verba Import source for Cloud9: 

Step 1 - Open the Verba Web interface then select Data > Import Sources from the top menu

Step 2 - Click on the Add New Import Source link on the top right

Step 3 - Complete the configuration according to the requirements in the following table

Configuration item
Description
NameName your import source. This name will identify this source across the system.
TypeSelect Cloud9
HTTP Port

HTTP Port, where the Verba C9 import service is listening

HTTPS Port

HTTPS Port, where the Verba C9 import service is listening

TLS Certificate File / Thumbprint

Specify thecertificatefile/certificatethumbprintthat is being used for the Cloud9 connection. If left empty then the Verba default certificate will be used

TLS Key FileSpecify the file where the certificate key is stored if not in the windows certificate store
TLS Key File PasswordSpecify the password for the file that contains the certificate keys
TLS Trust List

Specify the list of certificates that Verba trusts from a 3rd-party connection. Available options:

    • .pem file with a list of certificates
    • comma separated certificate thumbprints
    • comma separated CA thumbprints

Step 4 - Click Save to save the settings

Import policy configuration

Follow the steps below to configure the Data Import action:

Step 1 - In the Verba web interface, navigate to Data > Data Management Policies

Step 2 - Click on the Add New Data Management Policy button at the top-right corner of the page

Step 3 - For the action, select Data Import

Step 4 - Under Available Import Sources, select the Import Source that you created, then click on the Add button just below the text field

Step 5 - Configure the policy details, based on the information that is shown in the configuration items summary table below

Step 6 - Set up how frequently the Import should be run in the Scheduling section

Step 7 - Click on Save

Configuration Parameter NameDescription
Enable Recording RulesSpecifies if all data should be processed in the imported data set or just the records of the recorded users as configured in Verba
Execute Only on Selected ServersIf enabled, a specific server can be chosen that will run this policy

Extension configuration

To match the imported conversations to a Verba extension (and to a Verba User account) you need to add the Cloud9 login names to Verba as extensions with type "User / Agent ID".

Cloud9 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 FieldDescriptionTemplateAvailable
Start Date StandardYes
Start Time StandardYes
End Date StandardYes
End Time StandardYes
Duration StandardYes
FromPhone number, Button name, User nameStandardYes
From InfoUser / contact nameStandardYes
ToPhone number, Button name, User nameStandardYes
To InfoUser / contact nameStandardYes
DirectionDirection of the call from the system perspective, requires configuring internal number/domain patternsStandardYes
Direction (User)Direction of the call from the recorded user perspectiveStandardYes
From (Verba)Name of the Verba user associated with the calling partyStandardYes
To (Verba)Name of the Verba user associated with the called partyStandardYes
LocationHostname of the recording serverStandardYes
End Cause StandardNo
Audio Codec StandardNo
Video codec StandardNo
Platform Call ID StandardYes
Silence Ratio StandardNo
Talkover Ratio StandardNo
Longest Silence StandardNo
User ID / Agent IDCloud9 user IDStandardYes
From Device StandardNo
To Device StandardNo
Dialed Number StandardNo
From IP StandardNo
To IP StandardNo
From Proxy IP StandardNo
To Proxy IP StandardNo
Source PlatformCloud9StandardYes
Conversation TypeVoiceStandardYes
Forward Reason StandardNo
Recording failed StandardNo
Media Length StandardNo
Media Error StandardNo
Voice Quality StandardYes
Record TypeStandardStandardYes
2N Source StandardNo
Firm NameFar-end firm nameCloud9 
Group NameFar-end group nameCloud9 
Group IDFar-end group IDCloud9 
Device TypeHandset 1, Handset 2, MicrophoneCloud9 
Call TypeClick to Call, Ring Down, Shout DownCloud9