Support from the CME Global Command Center (GCC)


The CME Global Command Center (GCC) is the Market Operations and Customer Service desk for electronic trading. The GCC handles inquiries, issues and support requests from CME Globex and CME ClearPort customers, including assistance with:

  • Electronic Trading
  • Order routing and market data interfaces
  • Network connectivity
  • CME ClearPort Facilitation
  • Cancellation of customer orders in cases of emergency

To receive these services, a customer must be a registered contact with the GCC.

Registered contacts include members, clearing firms and their authorized contacts, as designated in Schedule 3 and 4 of the CME Customer Connection Agreement.

Contact the GCC

Customer support is available 24 hours a day, beginning at 2:00 p.m. Sunday through 4:45 p.m. Friday, Central time. Call:

  • United States: +1 800 438 8616
  • Europe: +0800 898 013
  • Asia: +65 6532 5010

For general, non-production issues, e-mail the GCC.

CME Globex Port Closure Policy

The CME Group Globex Port Closure Policy is designed to protect CME Group markets and systems from potentially detrimental behavior.

If the CME Global Command Center (GCC) detects behavior, either iLink or Network based, that may be potentially detrimental to CME Group Globex markets or systems, and this behavior is not corrected in a timely manner, the GCC will take action by either closing the port for the applicable iLink session, or blocking problematic IP ranges. Please note, all such actions are subject to regulatory review.

Once the port is closed or IP range is blocked, all working orders previously entered will continue to work. If the sessions are Cancel on Disconnect (COD) enabled, then the COD functionality will cancel all day and sessions orders. After the execution of a port closure or IP range blockage, trading entities that do not employ the COD functionality will have the ability to cancel working orders by using Kill Switch, FirmSoft, or by having a registered contact call GCC.

To minimize the potential for such a development, it is recommended that trading entities properly monitor administrative and business level rejects to ensure that order entry systems have proper order reject handling capabilities. It should be noted however that CME Group expects all electronic activity to be monitored at all times, and failure to do so may result in additional regulatory scrutiny.

Firms will incur a $500 port closure maintenance fee for behavior which results in the closure of an iLink session port, or IP range blockage by CME Group. Customer iLink sessions that are permissioned to trade CME Group products are governed by this policy and will thus be directly subject to any surcharges imposed under this policy. iLink sessions that are permissioned solely to trade with non-CME Group exchange(s) will be handled in accordance with the rules of that Partner Exchange.

If you have any questions, please contact the CME Global Command Center at in U.S. at 800-438-8616, in Europe at 0800 898 013 or in Asia at 65-6532-5010.

Resources

GCC Targeted Messaging

The GCC uses the CME Globex Targeted Messaging System to share information with customers and staff in emergency situations. If it is determined that an event is likely to affect a significant number of customers and/or has the potential to require an emergency market halt, the GCC posts a message on CMEGroup.com and notifies subscribed customers via:

  • Email
  • Cell phone
  • Home or office phone
  • SMS text

If markets are halted, the GCC will send messages at 15-minute intervals throughout the event investigation. Once the issue is resolved, the GCC will announce the market re-opening time.

Resources

GCC Order Status & Cancellation Procedure

The GCC follows a specific procedure for all order status and cancellation requests and allows GCC Inbound Contacts to status and/or cancel orders based on how their SMART Click ID has been permissioned in FirmSoft. Please have all required information available before you call.

1. Security information

The first step for every call to the GCC is to confirm the caller's SMART Click ID. This ensures that only calls from authorized CME Group GCC Inbound Contacts are addressed. The caller must also answer one or more security questions. For legal reasons, confirmation of this information is required for each order cancellation or order status request.

2. Purpose and scope of call

Providing order status and cancelling orders requires information on the interface through which orders were submitted. Supported order cancellation requests include:

  • Cancel all orders by firm

    Cancel all firm orders is the most specific type of order cancellation. This option is only available to a registered firm administrator.

  • Cancel all orders by trader

    This type of cancel will be executed by:

    • Firm ID, trader ID and account number
    • Individual TON numbers
  • Cancel all orders by trader by product complex

    This type of cancel will be executed by:

    • Firm ID, trader ID, account number and product complex
    • Individual TON numbers
  • Cancel all orders by trader for one or more products

    This type of cancel will be executed by:

    • Firm ID, trader ID, account number, product complex and product
    • Individual TON numbers
  • Cancel individual order(s)

    This type of cancel will be executed by:

    • Firm ID, trader ID, account number, product complex and product
    • Individual TON numbers

3. Prioritized list of orders to be cancelled

Prioritize the orders for cancellation, based on:

  • Market risk
  • Execution risk

4. Confirmation

The GCC will confirm the order(s) to be cancelled before acting. After cancellation, the GCC will search again for the orders to confirm that all orders have been cancelled.

5. Verify the state of any remaining orders

The GCC will confirm all cancelled and working orders with the caller.

More on CME Globex

New Customers
A step-by-step guide to connecting and developing to the CME Globex electronic trading platform.

Risk Management Tools
A suite of tools designed to protect CME Globex customers and clearing firms.

Development Overview
This section provides an overview of iLink order entry interface to CME Globex and market data interface for CME Globex.

Resources

CME Smart Click
CME Globex customers can use SMART Click, a secure, web-based interface, to manage profile information such as contact details.

Customer Connection Agreement
View and download customer connection agreement.

Drop-Copy Service
Risk Management service that facilitates real-time monitoring of trading activity on the CME Globex platform.

Contact Us

Global Account Management (GAM)
United States: +1 312 634 8700
Europe: +44 20 3379 3754
Asia: +65 6593 5505
globalaccountmanagement@cmegroup.com

CME Global Command Center
United States: +1 800 438 8616
Europe: +44 800 898 013
Asia: +65 6532 5010
Email: gcc@cmegroup.com
Website: www.cmegroup.com/gcc

Certification Support for Electronic Trading (CSET)
United States: +1 312 930 2322
Europe: +44 20 3379 2803
Asia: +65 6593 5593
Email: cset@cmegroup.com

Futures & Options Trading

As the world's leading and most diverse derivatives marketplace, CME Group is where the world comes to manage risk. CME Group exchanges offer the widest range of global benchmark products across all major asset classes, including futures and options based on interest rates, equity indexes, foreign exchange, energy, agricultural commodities, metals, weather and real estate. CME Group brings buyers and sellers together through the CME Globex electronic trading platform and trading facilities in New York and Chicago. CME Group also operates CME Clearing, one of the largest central counterparty clearing services in the world, which provides clearing and settlement services for exchange-traded contracts, as well as for over-the-counter derivatives transactions through CME ClearPort.

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Local: +1 312 930 1000
Toll Free: +1 866 716 7274

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CME Group is the world's leading and most diverse derivatives marketplace. The company is comprised of four Designated Contract Markets (DCMs). Further information on each exchange's rules and product listings can be found by clicking on the links to CME, CBOT, NYMEX, and COMEX.