August 5, 2024
Symptoms:
Shadow All In One Analytics for RingCentral customers not seeing live data and historical data on their dashboards and reports
Problem:
Starting August 5, 10:30 AM ET, several customers are reporting their dashboards and reports do not show new calls.
We are conducting an investigation. It appears a new data header may be causing our drivers to ignore new records. All call logs appear to be backed up. As we investigate this issue, call logs continue to be stored. However, we are yet to pinpoint why new records are not being translated and presented.
Shadow Agent for RingCentral does not appear to be impacted and is working as expected.
We are working to provide a resolution as soon as possible.
RESOLUTION UPDATE:
August 5, 9:00 pm ET
RingCentral started sending new data formats downstream to call data recipients. RSI has worked with RingCentral to correct the issue. This requires a driver update to all our pods. Customers are being brought online as updates are confirmed.
August 6, 1:00 am ET
RSI has worked with RingCentral to correct the issue. This requires a driver update to all our pods. Customers are being brought online as updates are confirmed.
There appears to be no data loss but live dashboard were impacted and some customers are still experiencing issues.
FINAL RESOULTION:
All customers previously experiencing issues are now operational, and historical data has been restored. However, RC is implementing additional updates that may briefly affect other customers. Concurrently, RSI will carry out parallel updates to minimize any disruption.
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