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.