Denali Recordings Announcement July 10, 2020

Good morning, Denali users. Earlier this morning, an issue was identified with a third-party service involved in our recording uploading process. This is causing a delay in recordings being uploaded to CRM. The development team is actively working to resolve this. As of now, no recording data has been lost and is anticipated to be fully restored after the third-party issue is resolved.

UPDATE 9:30am Pacific time: The development team has restored functionality and recordings to all subsequent calls should log normally. They are currently at work uploading the recordings of the calls from earlier today.

Root Cause Analysis: At approximately 8am Pacific time, the DialSource technical team was alerted to a problem regarding the process that makes phone call recordings accessible on CRM objects. This process moves recordings from the DialSource telephony servers into Amazon S3. The root cause of the problem was due to a change in access credentials that temporarily made the storage destination inaccessible. During this period of unavailability, calls were still recorded and temporarily queued (by design) on the telephony cluster. By 9:20am Pacific time, write access had been restored and the process to dequeue the recordings had begun. There was no breach of data or loss of data during this event.