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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 FieldDescriptionTemplateAvailable
Start DateStart date of the conversationStandardYes
Start TimeStart time on the conversationStandardYes
End DateEnd date of the conversationStandardYes
End TimeEnd time of the conversationStandardYes
DurationLength of the conversationStandardYes
UserName of the recorded userStandardYes
FromPhone number, Button name, User nameStandardYes
From InfoUser / contact nameStandardYes
ToPhone number, Button name, User nameStandardYes
To InfoUser / contact nameStandardYes
DirectionDirection of the call from the system perspective, requires configuring internal number/domain patternsStandardYes
Direction (User)Direction of the call from the recorded user perspectiveStandardYes
From (Verba)Name of the Verba user associated with the calling partyStandardYes
To (Verba)Name of the Verba user associated with the called partyStandardYes
LocationHostname of the recording serverStandardYes
End CauseNormal, Hold, Transfer, Conference, Device Change, From Terminated, To TerminatedStandardNo
Audio CodecAudio codec of the recorded streamsStandardNo
Video codecVideo codec of the recorded streamsStandardNo
Platform Call IDUnique conversation identifier received from the recorded platformStandardYes
Silence RatioRatio of silence in the conversationStandardNo
Talkover RatioTalkover ratio of the conversationStandardNo
Longest SilenceLength of the longest silence present in the conversationStandardNo
User ID / Agent IDCloud9 user IDStandardYes
From DeviceDevice ID of the calling partyStandardNo
To DeviceDevice ID of the called partyStandardNo
Dialed NumberOriginal dialed numberStandardNo
From IPIP address associated with the calling partyStandardNo
To IPIP address associated with the called partyStandardNo
From Proxy IPIP address of the proxy server associated with the caller partyStandardNo
To Proxy IPIP address of the proxy server associated with the called partyStandardNo
Source PlatformCloud9StandardYes
Conversation TypeVoiceStandardYes
Forward ReasonForward reason for the conversation (e.g. forwarded, transferred, team call, delegated, etc.) StandardNo
Recording failedIndicates if the recording has failed and the metadata was imported during CDR reconciliationStandardNo
Media LengthLength of the media file related to the conversation in hhh:mm:ss formatStandardNo
Media ErrorShows the media processing errors during recordingStandardNo
Voice QualityOverall voice quality check score for the conversationStandardYes
Record TypeStandardStandardYes
2N SourceIn case of duplicate (2N) recording, records are marked as primary or secondaryStandardNo
Firm NameFar-end firm nameCloud9 
Group NameFar-end group nameCloud9 
Group IDFar-end group IDCloud9 
Device TypeHandset 1, Handset 2, MicrophoneCloud9 
Call TypeClick to Call, Ring Down, Shout DownCloud9 

 

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 DateStart date of the conversationStandardYesYesYes
Start TimeStart time on the conversationStandardYesYesYes
End DateEnd date of the conversationStandardYesYesYes
End TimeEnd time of the conversationStandardYesYesYes
DurationLength of the conversationStandardYesYesYes
UserName of the recorded userStandardYesYesYes
FromPhone number, Button ID, User name depending on the call scenarioStandardYesYesNo
From InfoButton name depending on the call scenarioStandardYesYesNo
ToPhone number, Button ID, User name depending on the call scenarioStandardYesYesNo
To InfoButton name depending on the call scenarioStandardYesYesNo
ParticipantsName of the participants of the call YesYesNo
DirectionDirection of the call from the system perspective, requires configuring internal number/domain patternsStandardYesYesNo
Direction (User)Direction of the call from the recorded user perspectiveStandardYesYesNo
From (Verba)Name of the Verba user associated with the calling partyStandardYesYesYes
To (Verba)Name of the Verba user associated with the called partyStandardYesYesYes
LocationHostname of the recording serverStandardYesYesYes
End CauseUser Release, Auto Release, Toggle Device, User Release Transfer, Auto Release Transfer, UnspecifiedStandardYesYesNo
Audio CodecAudio codec of the recorded streamsStandardNoNoNo
Video codecVideo codec of the recorded streamsStandardNoNoNo
Platform Call IDUnique conversation identifier received from the recorded platform to correlate multiple call legsStandardYesYesNo
Silence RatioRatio of silence in the conversationStandardNoNoNo
Talkover RatioTalkover ratio of the conversationStandardNoNoNo
Longest SilenceLength of the longest silence present in the conversationStandardNoNoNo
User ID / Agent IDCloud9 user IDStandardYesYesYes
From DeviceRecorded console IDStandardNoNoNo
To DeviceRecorded console IDStandardNoNoNo
Dialed NumberOriginal dialed numberStandardNoNoNo
From IPIP address of the recorded endpointStandardNoNoNo
To IPIP address of the recorded endpointStandardNoNoNo
From Proxy IPIP address of the proxy server associated with the calling partyStandardNoNoNo
To Proxy IPIP address of the proxy server associated with the calling partyStandardNoNoNo
Source PlatformCloud9StandardYesYesYes
Conversation TypeVoiceStandardYesYesYes
Forward ReasonForward reason for the conversation (e.g. forwarded, transferred, team call, delegated, etc.)StandardNoNoNo
Recording failedIndicates if the recording has failed and the metadata was imported during CDR reconciliationStandardYesYesNo
Media LengthLength of the media file related to the conversation in hhh:mm:ss formatStandardYesNoYes
Media ErrorShows the media processing errors during recordingStandardYesNoYes
Voice QualityOverall voice quality check score for the conversationStandardYesNoYes
Record TypeStandard, CDR-Only, Media-OnlyStandardYesYesYes
2N SourceIn case of duplicate (2N) recording, records are marked as primary or secondaryStandardNoNoNo
Technical Call IDUnique conversation identifier received from the recorded platformStandardYesYesYes
Audio InterfaceThe audio device used for the call: Left handset, Microphone, Right handsetCloud9 Call Data APIYesYesNo
Call TypeShout Down, Gateway Shout Down, Ring Down, Gateway Ring Down, Dial Tone, Intercom, Large HootCloud9 Call Data APIYesYesNo
Near-end Firm NameName of your firm (as nearEnd) as defined in Cloud9 portalCloud9 Call Data APIYesYesNo
Far-end Firm NameName of the other firm (as farEnd) on the call, as defined in Cloud9 portalCloud9 Call Data APIYesYesNo
Near-end Legal EntityLegal 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 APIYesYesNo
Far-end Legal EntityLegal 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 APIYesYesNo
Near-end Group NameName of nearEndGroup to which the connection belongsCloud9 Call Data APIYesYesNo
Far-end Group NameName of farEndGroup to which the connection belongsCloud9 Call Data APIYesYesNo
Near-end Group IDUnique ID of the nearEndGroup to which the connection belongsCloud9 Call Data APIYesYesNo
Far-End Group IDUnique ID of the farEndGroup to which the connection belongsCloud9 Call Data APIYesYesNo
Call Quality ScoreVoice Quality of Service rating for the call as calculated by Cloud9Cloud9 Call Data APIYesYesNo
Connection IDUnique ID for the Button for the user that was used for the callCloud9 Call Data APIYesYesNo
Button NameThe name of the Button for the user that was used for the callCloud9 Call Data APIYesYesNo
C9 Circuit ReferenceThe Cloud9 circuit reference ID as displayed in the portalCloud9 Call Data APIYesYesNo
C9 Circuit IDThe internal Cloud9 circuit IDCloud9 Call Data APIYesYesNo

 

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