Cloud9 Call Data API
- Balázs Oláh
- Gabor Moczar (Unlicensed)
AVAILABLE IN VERSION 9.0 AND 9.5 OR LATER
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 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.
Cloud9 Call Data API allows downloading the recordings from the Cloud9 cloud platform and archive them in Verba. The C9 clients are initially uploading the 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 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.
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 Call Data API recording and archiving
Creating an API Key in the Cloud9 Portal
Step 1 - Login to the Cloud9 Portal
Step 2 - Navigate to the API Keys page (if not available then ask your Cloud9 contact to enable this feature)
Step 3 - Complete the configuration according to the requirements in the following table
| Configuration item | Description |
|---|---|
| API | Calls Data |
| Environment | Select your environment |
| Whitelisted IP(s) | A comma separated list of IP addresses of the Verba Recording Servers (public IP) where the Import Source will run If the Recorder Server's public IP is not on this list then we will get 403 Unauthorized responses for our requests and we won't be able to record/archive calls |
| Owner Email(s) | Comma separated list of emails |
Step 4 - Please note your API Secret because later on you won't be able to copy it out.
Enabling the Verba Import Service
Step 1 - In the Verba Web Interface go to System \ Servers
Step 2 - Select the server from the list where you want to enable the Import Service which will integrate with the Cloud9 API. The Import Service can be enabled on the following Server roles: Recording Server, Media Repository, Media Repository and Recording Server
Step 3 - Activate the Verba Import Service by clicking on the 
icon.
Step 4 - Click on the Service Control tab.
Step 5 - Start the Verba Import Service by clicking on the 
icon.
Creating a Cloud9 import source
Follow the steps below to create a new Verba Import source for Cloud9 Call Data API:
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 |
| API Key | The API Key you created on the Cloud9 Portal. |
| API Secret | The API Secret you created on the Cloud9 Portal. |
| TLS Certificate File / Thumbprint | Specify the certificate file / certificate thumbprint that 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:
|
| Forward Proxy Address | IP address or FQDN of the forward proxy. When defined, the system will connect through a forward proxy. |
| Forward Proxy Port | The port of the forward proxy |
| Forward Proxy Username | Username for basic authentication for the forward proxy server |
| Forward Proxy Password | Password for basic authentication for the forward proxy server |
Step 4 - Click Save to save the settings
Transcoder Configuration (Optional)
Step 1 - In the Verba Web Interface go to System \ Servers
Step 2 - Select the server from the list where you have the Import Service enabled for the Cloud9 API.
Step 3 - Expand the CDR and Archived Content Importer \ Cloud9 Call Data API node.
Step 4 - Select the codec at the Audio Transcoder Profile setting.
Step 5 - Save the changes by clicking on the 
icon.
Step 6 - A notification banner will appear on the top. Click on the click here link, so you will be redirected to the Configuration Tasks tab. Click on the Execute button in order to execute the changes.
Other Configuration (Optional)
Step 1 - In the Verba Web Interface go to System \ Servers
Step 2 - Select the server from the list where you have the Import Service enabled for the Cloud9 API.
Step 3 - Expand the CDR and Archived Content Importer \ Cloud9 Call Data API node.
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 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. 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 |