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.
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 |
---|---|
Name | Name your import source. This name will identify this source across the system. |
Type | Select 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 File | Specify the file where the certificate key is stored if not in the windows certificate store |
TLS Key File Password | Specify 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:
|
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 Name | Description |
---|---|
Enable Recording Rules | Specifies 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 Servers | If 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 Field | Description | Template | Available |
---|---|---|---|
Start Date | Standard | Yes | |
Start Time | Standard | Yes | |
End Date | Standard | Yes | |
End Time | Standard | Yes | |
Duration | 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 | Standard | No | |
Audio Codec | Standard | No | |
Video codec | Standard | No | |
Platform Call ID | Standard | Yes | |
Silence Ratio | Standard | No | |
Talkover Ratio | Standard | No | |
Longest Silence | Standard | No | |
User ID / Agent ID | Cloud9 user ID | Standard | Yes |
From Device | Standard | No | |
To Device | Standard | No | |
Dialed Number | Standard | No | |
From IP | Standard | No | |
To IP | Standard | No | |
From Proxy IP | Standard | No | |
To Proxy IP | Standard | No | |
Source Platform | Cloud9 | Standard | Yes |
Conversation Type | Voice | Standard | Yes |
Forward Reason | Standard | No | |
Recording failed | Standard | No | |
Media Length | Standard | No | |
Media Error | Standard | No | |
Voice Quality | Standard | Yes | |
Record Type | Standard | Standard | Yes |
2N Source | 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 |