Cloud9 uses two primary protocols to transport real-time voice media: UDP (User Datagram Protocol) and TCP (Transmission Control Protocol).
By default, Cloud9 is configured to use UDP, which is the industry standard for high-quality VoIP. However, many corporate financial environments have strict security policies that block UDP traffic. In these scenarios, Firm Admins can transition users to TCP transport (Voice via Web Proxy) to ensure connectivity through corporate firewalls and proxies.
Important note: Before making firm-wide changes to these settings, Cloud9 recommends consulting with your internal Network Engineering team to ensure your proxies can handle the encrypted media traffic.
You may refer to the Cloud9 network requirements.
How to change media transport
The media transport protocol is an individual user setting managed by Firm Admins via the Cloud9 Admin Portal. End-users cannot change this setting themselves within the Cloud9 application.
To change a user's media transport protocol:
- Log in to the Cloud9 Admin Portal.
- Select the Users tab in the left navigation pane.
- Hover over the user’s row in the table, then select the Edit user details button
.
- Locate the Voice via Web Proxy checkbox:
- To change from UDP to TCP: Check the box. The application will transport voice media using the TLS protocol over TCP port 443.
- To change from TCP to UDP: Uncheck the box. The application will revert to the default UDP protocol for transporting real-time media.
- Click Save at the bottom of the page.
Required action: The user must completely log out and log back in to the Cloud9 application for the transport change to take effect.