SharpenCX incident

IZ1 Intermittent dropped Sharpen Q calls delivered from Logic+ IVR

Major Resolved View vendor source →

SharpenCX experienced a major incident on May 14, 2025 affecting Sharpen Q and Inbound Voice, lasting 2h 58m. The incident has been resolved; the full update timeline is below.

Started
May 14, 2025, 03:11 PM UTC
Resolved
May 14, 2025, 06:09 PM UTC
Duration
2h 58m
Detected by Pingoru
May 14, 2025, 03:11 PM UTC

Affected components

Sharpen QInbound Voice

Update timeline

  1. investigating May 14, 2025, 03:11 PM UTC

    We are currently investigating an issue that's causing between 30 and 45% of inbound calls to be dropped if they have been transferred to Sharpen Q from a Logic+ IVR. All necessary resources are engaged to identify and resolve this issue.

  2. investigating May 14, 2025, 03:33 PM UTC

    This has been isolated to a very small set of customers. The majority of users are not impacted by this incident. We continue our investigation to identify and correct this issue.

  3. monitoring May 14, 2025, 04:52 PM UTC

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

  4. resolved May 14, 2025, 06:09 PM UTC

    This incident has been resolved.