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:

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