Tuesday, December 14, 2021

Log4j Notice


December 13, 2022, 2:00 pm

Our data center provider, Amazon AWS has warned of the recently disclosed security issue relating to the open-source Apache Log4j2 utility (CVE-2021-44228). They are actively monitoring this issue, and are working on addressing it for any AWS services which either use Log4j2 or provide it to customers as part of their service

Symptoms for RSI Customers:  
None identified. 

RSI does not use tools or applications designed with JAVA or the Log4j2 utility. There is a remote possibility that the Amazon stack for transmitting/receiving requests may have this issue. Again, this is not related to our servers.

If Amazon AWS is working on resolutions for their entire stack, there is the possibility of delays and timeouts as they patch and upgrade their pipelines.

There is no recommended action to take by RSI or our customers.  

RSI Support Services.

More info from Amazon AWS:



Friday, December 10, 2021

 Potential Service Disruption for Shadow for RingCentral Customers due to Corrupt or Invalid Data In RingCentral Telephony Session Ids.


December 10, 6:00 am


Shadow Agent for RingCentral customers using account codes or disposition codes and account codes not recording in SA call log

Starting December 9, 2021, at approximately 2:00 pm EST, several customers started reporting disposition codes and calls missing from their call log after a call..

This problem is due to RingCentral telephonesessionid now containing new unknown characters.causing  encryption issues and failure to log valid calls.  All telephonesessionid with a "z" or other unknown characters are being lost.


The issue has been reported to RingCentral.  RSI has created a workaround which requires plain text transmission.  Please contact RSI if you are experiencing this issue and we will transition you to new servers where we use plain text.

RSI Support Services.

Tuesday, December 7, 2021


Potential Service Disruption for Shadow for RingCentral Customers due to Amazon Web Services Outage


December 7, 7:00 pm


Unable to log in or maintain a connection using Shadow Agent or Shadow A1

Starting December 7, 2021, at approximately 9:00 am EST, several customers across North America were experiencing intermittent connection and authentication issues..

This problem is due to Amazon Web Services service outage. Amazon websites, Amazon Prime Music, RingCentral Engage, RingCentral Contact Center and several other services.  Also impacted are customers logging into Shadow Agent for RingCentral.  Shadow A1 customers using single sign on (SSO) may have also experienced data loss.


AWS restored services December 7, at approximately 6:30 pm EST. Shadow users are advised to log out and exit their browsers before restarting and logging in again,   

RSI Support Services.

News Source:

Wednesday, November 3, 2021

Potential Service Disruption for RingCentral Customers


Idle dashboards and possible data loss

Starting October 28, 2021, at approximately 7:00 am EST, several customers across North America were experiencing intermittent data loss due to a RingCentral Webhooks issue.

This is due to some upstream communication between RingCentral and PubNub (our live data webhooks provider). Not all customers we affected. We immediately escalated the issue with RingCentral and PubNub. Their teams investigated and isolated the issue and promised a resolution.  International customers were not impacted.

As of Nov. 1, 2021 5:00 pm EST, RingCentral reported to RSI that all services had been restored. RSI has confirmed our customers are operational again.

RSI Support Services.

Friday, May 28, 2021

RSI President Recognized by RingCentral Developers Team


We Appreciate our wonderful RingCentral Community

Nov 26, 2020 · 2 min read

I know that so far there have been many terrible things happening in 2020 and how our day to day is going has changed due to COVID. But with Thanksgiving coming up I believe it’s important to take a step back and give thanks for what we do have.

At RingCentral, we feel especially thankful for our customers, our partners, and our incredible developer community. As a part of our community, we are thankful for you and all that you do to drive RingCentral, technology, and communications forward.

As we look at not just the friendships formed over this year, we are incredibly thankful for a community that is so inclusive and supportive of each other. A community that writes articles and creates videos to share how they created apps or different ways they used RingCentral APIs so that others can replicate it and even customize it for themselves.

A community that helps other developers that are stuck and trying to figure out what they might have missed through our live chat and forums. It is truly inspiring seeing how much they do to help support each other and the community as a whole.

It is thanks to people like you that I was able to start playing around and learn to code. We have some wonderful leaders that really go above and beyond and I would be remiss to not call them out for all the time they’ve given to support the community.

Our community is the reason our team strives tirelessly to improve and provide new and revolutionary features. You’re the reason RingCentral has become one of the most awarded communication platform for developers over the last three years (including winning Best Developer Dashboard and being a finalist for Best Developer Documentation at this year’s DevPortal Awards!).

I also want to take a second to give an extra shout out to those in our Game Changers program, and 2020’s Game Changers (the highest tier in the program) — Anirban Sen, Eric Mann, Rito Salomone and Juan Villegas — thank you to for going above and beyond in helping others.

Thank you again for all you do, and for being part of the RingCentral Developers community. We know that together we can tackle anything that comes our way, and continue to improve the way people communicate during a time when communication seems more challenging than ever.

Wishing you all a wonderful Thanksgiving, and a happy holiday season,

Tanja, Mike, and the RingCentral Developers team


Thursday, April 22, 2021

RSI Announces Shadow All In One Analytics for Zoom Phone

In keeping with its promise to provide communication management solutions that make it easier to manage from anywhere, RSI adds Zoom Phone to it spectrum of compatible platforms.

Shadow All In One Analytics for Zoom Phone includes standard call reporting, cradle to grave reporting, historical reporting, real-time dashboards, and alert notifications.

Find out more on the Zoom App Marketplace

Friday, January 22, 2021

Data Privacy is Paramount in the World of Collaboration Management


With the influx of people working from home, many companies that have not considered data privacy have suffered the consequences. Remote work creates soft targets for cyber criminals. Home workers can fall prey to hackers due to less secure home networks, mobile devices, lax authentication protocols and poorly configured virtual private networks.

According to Steve Grobman, McAfee Senior VP & CTO, the cost of cybercrime to the global economy is approximately one trillion dollars. This cost incorporates direct costs but also indirect costs such as opportunity costs, brand reputation and employee morale. The likelihood that your business has and/or will fall victim to an attack is extremely high. John Chambers, former CEO of Cisco, once said “There are two types of companies: those that have been hacked, and those who don’t yet know they have been hacked.” That is why it is vastly important for businesses to take the appropriate safeguards necessary to limit the severity of these attacks. For example, one common tip is to have different passwords for different applications. That way if hackers figure out one password, they will not have access to your entire company’s network, reducing the severity of the attack.

A cyberattack can cause system downtime for, not only your company, but more importantly your customers as well. When sensitive data is stolen the company can lose revenue, damage its credibility, and face legal action. Therefore, even if the cyberattack is quickly resolved, the cost to the business may be substantial.

RSI handles millions of transactions on a daily basis in data centers geo-located in various regions around the world. These transactions generally include call logs, call recordings or files that may be sensitive information.  Through strict enforcement of data policy agreements, latest encryption technologies and multi-factor access controls many of our cloud partners take security and compliance very seriously. 

RSI partners with industry leaders in the communication sector including Cisco, RingCentral, Microsoft and Zoom. These companies have gold standard security policies to ensure that they protect customer data. Here is what our partners had to say:


“Cisco solutions provide strong encryption, compliance visibility and control. Inside your own organization, or even when collaborating across company lines, you get a hardened collaboration platform that helps keep your data secure.”


Microsoft is in a unique position as a cloud provider and security vendor. We leverage global cloud-scale, trillions of signals and deep expertise to build industry-leading security solutions to protect cloud resources.”


We employ a layered defense throughout our service cloud consisting of border defenses, multi-factor access controls, cloud security infrastructure, host-level defenses, security telemetry and monitoring. Our operational security practices include more than 300 controls that we audit annually."


“Zoom places security as the highest priority in the operations of its suite of products and services. Zoom strives to continually provide a robust set of security features and practices to meet the requirements of businesses for safe and secure collaboration.”

As part of our ongoing commitment to meeting compliance standards and data privacy agreements, RSI ensures that all employees are regularly trained to keep customer data secure from unlawful access by using appropriate safeguards. This includes, but is not limited to, preventing phishing, social engineering, compromised passwords, limiting access to sensitive data and ensuring network security.  

Find out more about our flagship application, Shadow All In One Analytics…

Shadow All-In-One Analytics offers a cloud-based solution for capturing, processing, reporting, and archiving transactions across all configurations including single and federated deployments. Organizations now have complete visibility across the entire spectrum of a corporate collaboration ecosystem for any length of time.  The product offers historical call accounting, call center reporting, call recording playback, real-time agent/queue dashboards, team collaboration adoption metrics, custom integrations, and emergency notification.  By leveraging the latest technologies, Shadow All-in-One Analytics empowers enterprises to increase adoption of new technologies.

For more information, visit our website at www.telecost.com

Or contact me directly:
Nicholas Salomone
Partnerships Manager
I am responsible for managing & discovering business relationships with resellers across the globe.”

Email: nsalomone@telecost.com
Direct Line: (289) 275-2453