Duplicate call records impacting compliance

Ticketclosed

Vellacott Payments · Duplicate call records impacting compliance

Duplicate call records broken compliance tracking ahead of a regulatory review. BG-Demo traced the duplicates to a call recorder configuration change and escalated for platform fix.

Priority high

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What happened

What this says

As at Fri 9 Oct 2026

Duplicate call records broken compliance tracking ahead of a regulatory review. BG-Demo traced the duplicates to a call recorder configuration change and escalated for platform fix.

Problem: Duplicate call records on different dates broke call history tracing for complaints team. Regulatory review scheduled one week from ticket creation.

Handling: Bethan identified double indexing in connector logs. Customer confirmed call recorder settings changed Tuesday. Escalated to platform as priority fix given regulatory deadline.

Watch: Critical compliance deadline. Resolution status not shown in final content despite high priority flag.

AI · claude-haiku-4-5-20251001 · as at Fri 9 Oct 2026

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Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categorydata_quality

Channelemail

First response (min)178

CSAT1

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Trail

created · Femi Olatunji 27 Jan 2026 09:47
We've spotted duplicate call records in the brain. The same call is appearing on different dates. This is breaking our complaints team's ability to trace the full call history. We have a regulatory review next week so we need this resolved urgently. Can you investigate?
Public reply · Bethan Lister 27 Jan 2026 12:45
Hi Femi, thanks for flagging this. I can see the duplicates in the logs, looks like the call recorder connector is indexing the same record twice in a sync. Just so I've got this right, is it all calls or just recent ones? And when did you first notice it happening?
Public reply · Femi Olatunji 28 Jan 2026 15:26
It's just started in the last couple of days, affecting calls from the past week. We changed something in our call recorder settings on Tuesday. Could that be related?
Internal note · Bethan Lister 28 Jan 2026 16:30
Connector config change triggered double indexing. Escalate to platform. Regulatory deadline next week, priority fix.
Status change · Bethan Lister 3 Feb 2026 13:48
Status change · 7 Feb 2026 23:59

Helpdeskmade from

BG-Demo is a fictional company; every organisation and person here is invented. B-Glass is the tool. Data as of Fri 9 Oct 2026. Help & Support

Help & Support

Open as a page

Help & Support

B-Glass is one place to read everything the company knows about its customers: the CRM, calls, emails, support tickets, product usage, invoices, documents, news and HR. Every page is built from those systems and the data is current to Fri 9 Oct 2026.

How to use the site

Summary is the landing page: what happened this week, the calls just held and the calls coming up, the risks and the renewals due.
Organisations lists every customer. Open one to see its key facts, the AI assessment and next step, platform usage, the ARR journey, deals, documents, contacts and activity, and the lineage of every block.
Conversations, Commercial, People, News and Documents cut the same data by topic. System explains how the site is built and where each figure comes from.
Every card ends with a small made from link: it opens the lineage explorer focused on that card, so you can walk from the figure down to the raw rows it came from.
Use the sun and moon button at the top right to choose dark or light. Choose your device's own mode again to go back to following the device.

How to ask

Press Ask B (the speech bubble) in the header, or open the Ask B page. Type a question, or pick one of the suggestions.

Ask B sends your question to Claude through the B-Glass connector. Claude answers from the same records as these pages, read-only, and links each claim to its source page.
Find (the box in the header) finds the organisations, people, calls, emails, tickets, documents and news that match your words, with links to their pages.
The same connector works in Claude Desktop or the B-Glass Claude Project, with the same answers and sources.

What the data covers

Data	Records
Organisations	225
People at customers	862
BG-Demo staff records (in post and leavers)	58
Calls	1,995
Email threads	3,013
Support tickets	1,159
Documents	1,218
Deals	315
Invoices	285
Events	49
News items	119

Data as of Fri 9 Oct 2026. Text marked AI was written by the AI from the records listed in its made-from link; an AI output that cannot cite its evidence is refused and the previous text kept. Where two systems disagree (for example a contract and the CRM), the key facts show both values and mark the difference.

BG-Demo is a fictional company: every organisation, person and figure here is invented for this demonstration. B-Glass is the tool that reads its data.

Who to contact

Email info@b-glass.uk or talk to your B-Glass account team. Tell us the page address and what looked wrong; a screenshot helps.

Help