The following applies to Salesforce clients on the DialSource Denali Enterprise package. Clients on Microsoft Dynamics CRM or the DialSource Denali Standard package are not impacted.
If you are unsure which version of the package you have installed, you can find directions on how to check here: Checking your DialSource Version.
Deploying updates that alter instance URLs impacts Denali due to the presence of the instance URL in the Call Center. If there is a mismatch, the system can lose critical Salesforce-related functionality. Resulting issues can include:
-users unable to place Click to Dial calls from Phone fields
-users unable to link calls to records
-users unable to follow links in the softphone, such as the record name
To prevent issues from occurring, you will need to follow the steps outlined in Lightning Enterprise Path Setup again after deploying the Salesforce update to ensure that the Call Center URL is correct.
Examples of updates where this is the case include but are not limited to the following:
Remove Instance Names from URLs for Visualforce, Community Builder, Site.com Studio, and Content Files
If you have any further questions, contact your Customer Success Manager or DialSource Support.