Problem report: Ringcentral App Connect no longer syncing to Clio

​@ajmertzenich We are actively investigating this. We are hearing reports of a change made by a different team that is potentially impacting API calls to our Platform.

Gotcha, thanks!

Hi! We are experiencing the same thing with the App Connect for Pipedrive.

We have successfully logged calls previously (timeframe of last log probably late last week). We just did numerous calls today and saw that none of it was logged in the CRM.

We did troubleshooting - toggling settings in AppConnect. I also did an reinstall on one of the accounts to test, but it shows the same timeout response when trying to log.

​@jocasn ​@ajmertzenich We confirmed and isolated the problem that is disrupting call logging. The root cause is within our load balancer which is aggressively throttling API calls because of, for what can best be described as an unintentional DDoS incident.

We are working to resolve that problem in our load balancer. In the meantime, we have released another version of App Connect which reduces the number of API calls it makes to our platform. This is helping improve performance and restore call logging. 

So far, things are better, but still not 100% resolved. Follow this post for further updates:

​@jocasn ​@ajmertzenich This issue we believe impacting your ability to log calls in Clio should have been resolved. Clio is a tricky platform though, so if you are still having difficulty please let us know. As a next step we might want to schedule time together to review your specific issues.

​@jocasn ​@ajmertzenich I wanted to check in and see if this experience has improved at all. We have some features on our roadmap which I think will help CRMs like Clio, whose APIs are not very flexible with regards to searching for contacts. 

1. Our upcoming search contact feature will let someone manually match a phone number to a contact. We could then match and update the contact in the same motion, so that future calls will be matched successfully. 
2. We will also soon begin transmitting caller ID information to the Clio adapter. That way if it fails to find the phone number it could search by the person’s name instead. We think this might also help improve hit rates.

​@ByrneReese As for the Pipedrive App Connect experience, I can confirm that the patch release helped our experience. We switched it to manual log for now. We found that it is faster overall. Sometimes, the auto-log option lags behind the speed we are making the calls, and it is more cumbersome to check back post-call to make sure it got logged. It is easier to implement it in our process to manually log and confirm it made it to Pipedrive right there and then.

Hi ​@ByrneReese spoke too soon. We are back at not being able to log calls auto or manually. I saw on other threads as well the same issues as I am having with my team. It recognizes the Contact's name from the CRM, but it will not log automatically or manually back into Pipedrive.

​@jocasn We are releasing updates every night to address this. Error rates are WAY down in the last 24-36 hours, and I would love to know if things are returning to normal for you.