Is SharpenCX down?

We're currently investigating an issue affecting inbound calling in the IZ1 environment. Some customers may experience failed or dropped inbound calls during this time. Our team is actively working to identify the root cause. We'll post an update as soon as we have more information.

We've identified the issue affecting inbound calls to Classic Logic on IZ1 and applied a fix. Calls should be working again, and we're continuing to monitor to confirm full stability.

Inbound calls routed to Classic Logic on IZ1 saw dead silence starting around 5:42 PM ET. Our team traced this to a database performance issue affecting voice processing and had it fixed by 6:56 PM ET. Calls are back to normal now.

We are currently aware of an issue in our IZ1 isolation zone affecting Sharpen Q performance, including delays in call connection, audio quality impact, and delays with Outbound Calls connecting. Our team is actively investigating and working toward a resolution.

We believe we have identified the issue impacting SharpenQ performance in IZ1 and are implementing a fix.

A fix has been implemented and we are observing Sharpen Q performance improvement for call quality and outbound call delays. We are continuing to monitor for ongoing stability.

We've continued to see platform stability/recovery improve since our engineering teams implemented a fix action. Outbound calling capabilities, queue performance, call quality, etc have all restored to baseline levels of functionality. In the event that you're continuing to see impact with certain queues, end-users, or specific actions within the Sharpen application suite - please reach out to our Care Team via your existing support case.

We are aware of an incident preventing outbound calls from completeting in Sharpen Q. We are working with all avaiilable resources to resolve.

Outbound Dialing in SharpenQ has been resolved and we are continuing to monitor for stability.

This incident has been resolved.

Our engineering teams are aware of an infrastructure issue that is impacting call routing, WebRTC connectivity for users, and various page navigation efforts (Insights, Admin pages, Logic configuration editors, etc). We have pin-pointed the fault zone and have all necessary resources engaged to restore services as quickly as possible.

Our engineering teams are actively working through corrective actions, and further status updates will be provided as a resolution timeline is established.

The corrective action has been deployed in our infrastructure, and all identified service fault-zones have been addressed. Insights reporting, call routing, and WebRTC connection are now responsive and behaving in the expected fashion. We're actively monitoring with our engineering team. If you're continuing to see impact, please reach out to the Care Team via your existing support case!

Validation testing performed across the application suite has confirmed recovery to all impacted systems. In the event you are still encountering lingering effects tied to interaction routing, WebRTC connectivity problems, or an inability to access a specific configuration page within the app - please reach out to our Care Team for further assistance!