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

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

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