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

Enabling the Verba Import Service

Step 1 - In the Verba Web Interface go to System > Servers > Select your Media Repository (or Single) Server > Click on the Service Activation tab.

Step 2 - Activate the Verba Import Service by clicking on the icon.

Step 3 - Click on the Service Control tab.

Step 4 - 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:

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

Step 4 - Click Save to save the settings

(Optional) Transcoding configuration

Step 1 - In the Verba Web Interface go to System > Servers > Select your Media Repository (or Single) Server > Click on the Change Configuration Settings tab.

Step 2 - Expand the Import \ Cloud9 node.

Step 3 - Select the codec at the Audio Transcoder Profile setting.

Step 4 - Save the changes by clicking on the icon.

Step 5 - 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.

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	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