Sharpen Q Phone (webRTC) unavailable for some newly logged in users (IZ0)

Update timeline

1. investigating Aug 06, 2025, 09:41 PM UTC

   Some users in the IZ0 isolation zone (app.sharpencx.com) are unable to establish a Sharpen Q phone connection. We have all necessary resources engaged and are working to resolve the issue as soon as possible. If you are experiencing this issue, leveraging an alternative audio endpoint such as a configured IP phone or mobile phone may be a sufficient workaround.

2. investigating Aug 06, 2025, 09:57 PM UTC

   We are continuing to investigate this issue. We have confirmed this is not impacting all users, but is most present for newly logged in users. All necessary team members continue to be engaged until resolution is achieved.

3. identified Aug 06, 2025, 10:30 PM UTC

   We have identified the fault zone and are working on corrective actions. This continues to be isolated to only new connections. If your users have existing connections, refreshing the browser or logging out and back in will cause the agent to experience this issue.

4. monitoring Aug 06, 2025, 10:57 PM UTC

   A fix has been implemented and we are monitoring the results.

5. resolved Aug 06, 2025, 11:05 PM UTC

   This incident has been resolved.