SharpenCX Outage History

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.

We're currently investigating an issue for IZ1 customers, where Inbound routes pointed to a Classic Logic configuration are experiencing unexpected disconnects. We're actively able to reproduce the problem and are working to restore service as soon as possible.

An attempted remediation effort was made to address calls dropping in Classic Logic. While that did have the expected outcome, a second new set of symptoms were introduced. This includes delays in calls routing to agents in SharpenQ, and delays when agents attempt to connect to the interaction. Our teams are continuing to investigate with all available resources.

We are currently investigating a failure to load Insights Dashboards

Starting at approximately 8PM Eastern, users in the Queue application are experiencing a "Could not place call" error in the UI. We're aware of the problem and actively engaged with our engineering teams to restore functionality as quickly as possible. Further updates will be provided as soon as we have recovery actions identified.

Due to a outage with a cloud service provider, the Sharpen Service desk is experiencing reachability issues. The SharpenCare team is still reachable via phone or chat, however web tickets cannot be viewed or submitted. We are monitoring updates from our service provider for resolution.

Starting at approximately 9:30PM Eastern, calls routing through our IZ0 infrastructure that engage a transfer action (whether that be a queue-based "Max Wait" or "Exit No Agents" condition or an agent-initiated transfer to a different queue) are experiencing an unexpected termination. Test calls hitting one of these transfer conditions will hear a series of beeps, followed by the unexpected disconnect.

Inbound numbers that route through a Logic+ are resulting in dead-air. We are currently investigating and working towards a resolution

Starting shortly after 09:00AM Eastern, Inbound numbers that route though a Logic+ configuration are intermittently resulting in a dead-air or delayed playback misbehavior.

We're aware of an ongoing/active issue, that is causing Inbound calls to experience dead-air or extremely delayed prompt playback - specifically when the number processes through a Logic+ configuration. We're investigating some infrastructure alerts that were triggered, and have all necessary team members engaged to troubleshoot the issue. We'll post further status updates as additional details become available.

We are currently investigating an issue impacting the inability to place outbound calls in our IZ1 infrastructure.

We are aware of a potential service disruption impacting our IZ1 Infrastructure that may result in inbound calls not reaching queues. We have all necessary resources engaged to restore service. Additional details will be provided soon.

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.

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.

Users of the Sharpen Q application in our IZ1 isolation zone (app.iz1.sharpen.cx) may be experiencing moderate to severe delays in the application. We have all necessary resources engaged to identify and resolve the issue as soon as possible.

We're aware are of an issue, where certain Inbound Routes are encountering a mapping issue with Logic+. Inbound calls to an impacted number may experience an unexpected disconnect. We're actively troubleshooting the issue and will post additional information to the status page as more details become available.

Users of the Sharpen Q platform in IZ (app.iz1.sharpen.cx) may be experiencing slowness, disrupting the successful execution of Sharpen Q functions. We have all necessary subject matter experts engaged to resolve the issue as soon as possible.

We have isolated the fault zone and are organizing next steps to correct the issue.

We are currently investigating an incident preventing public dashboard (https://dashboard.iz1.sharpen.cx/...) pages from rendering correctly in our IZ1 isolate zone. Attempts to load the page are resulting in a blank white screen. If you are experiencing this issue, dashboards can still be accessed via the authenticated dashboard editor (https://app.iz1.sharpen.cx/dashboardBuilder/ in insights. We have all necessary resources engaged and are working to restore this service as soon as possible.

Our Dev Team has identified the underlying issue; which is causing resource directories to not be referenced properly for the Insights application (impacting Public dashboard URLs, the editor interface, etc). We're in the process of performing a hot-fix to restore functionality. Additional information will be shared as soon as recovery has been established.

We are currently investigating an issue where Insights Dashboards are loading as a white screen in our IZ0 Isolation Zone. Customers accessing dashboards through direct links may encounter a blank white screen and fail to load. Our team is actively working to resolve the issue.

We are currently investigating an issue impacting inbound call handling in the IZ1 region. Callers may experience intermittent delays connecting or experience a busy signal.