Configuring Cloud9 Recording System API based recording and archiving

In order to archive the calls in the system, 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 Recording System API
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 the certificatefile/certificatethumbprint 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: .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".

Load balancer configuration

AVAILABLE SINCE 9.7.4

Load balancer health probe configuration must be HTTP GET with path = '/healthbrobe'. The system will return a HTTP 200 OK when it is healthy and can receive new requests.

Browser not supported