Good afternoon, DialSource Denali clients:
We have learned that a third-party service that our system relies on is experiencing an outage. This will impact outgoing calls, causing delay or disruption in calls being placed. It will also impact incoming calls being delivered and DLD call offers being sent to the correct users.
Our development team is working to mitigate the impact on the user base. We will post updates here as they become available from our service provider.
Update 11:46am PT: Any affected users should go to speedtest.dialsource.com and run each speed test one at a time. Take a screenshot of the results and submit to email@example.com. We will be right with you!
Update 1:09pm PT: After digging into the details from earlier reports, we have a bit more detail to provide. Due to a local network/internet issue unrelated to DialSource which affected a number of clients, we were able to track down a small number of agents who lost their active connection to Denali at approximately 10:40am - 11am PT. If agents were on a call, the active call would still be fine, but they would not have been able to click any buttons in the UI. A page refresh would have given those agents an active connection again.
To help with this, we forced a new connection to all active agents at the time of reports. However, the local network issues may still have prevented some agents from connection to Denali.
We will continue to follow up with our provider for their root cause analysis.