Support from the CME Global Command Center (GCC)

The primary mission of the Global Command Center (GCC) is ensuring market integrity while facilitating customer business. The GCC oversees market operations and production support 24 x 6 for Globex, BrokerTec, EBS, and OTC venues, as well as supporting CME Direct, ClearPort, DataMine, Elysian, and GFE platforms. With staff deployed in Chicago, New York, London, and Singapore, seamless support redundancy is ensured.

The GCC is comprised of three  primary teams with distinct skill sets. Across the Markets, Tech, and Market Operations teams, real-time duties include: customer servicing of order status/cancellation, administering the CME Group error trade policy, settlement of core products (see below), monitoring order flow, analyzing systems’ stability, facilitating OTC transactions, scheduling markets, and emergency customer notifications.

As events unfold, whether technical or news-driven, the GCC provides ongoing analysis, ranging from dissecting customer activity to in-depth studies of system behavior. On the proactive front, the GCC collaborates with numerous departments on topics including product launch, rules and liability claims, and systems stability analysis. With global markets closed on Saturday, the GCC team manages system maintenance, mock-trading sessions, partner exchange initiatives, and disaster recovery simulations.

GCC Settlements

The GCC is responsible for producing daily and final settlements for all CME Group core futures and option products along with providing settlement derivation functions for our partner exchanges. With settlements determining pays/collects by the Clearing House for all CME Group customers, accuracy and transparency of settlement prices are critical in maintaining customer confidence. Working closely with numerous departments, including Product Launch, Research, Business Line Management (BLM), Client Development & Services (CD&S), Market Regulation, and Clearing, the GCC ensures the most appropriate methodologies are deployed.

GCC System Alerts

Customers can also view CME Global Command Center System Alerts on the CME Group website.

 

Contact the GCC

 

Customer support is available 24 hours a day, beginning at 14:00 Sunday through 16:30 Friday, Central Time.

  • United States: +1 800 438 8616
  • Europe: +44 20 7623 4747
  • 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 ports 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 $1,000 port closure maintenance fee per session (up to $10,000 per event) for behavior which results in the closure of iLink session ports, 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.

In the event of a port closure, the GCC will make a “best effort” to notify the GCC Outbound iLink Technical Contact via email. For an IP Block we will contact the identified owner of the blocked circuit.

If you have any questions, please contact the CME Global Command Center at in U.S. at +1 800 438 8616, in Europe at +44 20 7623 4747 or in Asia at +65 6532 5010.

Resources

 

 

GCC Targeted Messaging

 

The GCC sends notifications via the CME Globex Targeted Messaging System during 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
  • 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

 

Customers must have an entitled CME Group Login to access GCC support. Get your CME Group Login now, and ask your FirmSoft Clearing Firm Administrator to ensure it is permissioned for GCC access.  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 CME Group Login. 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.

 

Contact Us

Global Account Management
U.S.: +1 312 634 8700
Europe: +44 20 3379 3754
Asia: +65 6593 5505

Global Command Center
U.S.: +1 800 438 8616
Europe: +44 20 7623 4747
Asia: +65 6532 5010
GCC Website

Certification Support for Electronic Trading (CSET)
U.S.: +1 312 930 2322
Europe: +44 20 3379 3803
Asia: +65 6593 5593

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