SharpenCX incident

Inbound IVR route to queue non-functional for some call flows (IZ1)

Major Resolved View vendor source →

SharpenCX experienced a major incident on May 10, 2024 affecting Sharpen Q and Inbound Voice, lasting 15m. The incident has been resolved; the full update timeline is below.

Started
May 10, 2024, 01:05 PM UTC
Resolved
May 10, 2024, 01:21 PM UTC
Duration
15m
Detected by Pingoru
May 10, 2024, 01:05 PM UTC

Affected components

Sharpen QInbound Voice

Update timeline

  1. investigating May 10, 2024, 01:05 PM UTC

    Some users of the Sharpen platform are experiencing disruption to their IVR inbound call flows where menu options chosen are not routing interactions to queue. We have isolated the issue and have all necessary resources engaged to resolve this incident as soon as possible.

  2. monitoring May 10, 2024, 01:15 PM UTC

    A fix has been implemented as of 9:09 AM EDT and we are monitoring sustained recovery.

  3. resolved May 10, 2024, 01:21 PM UTC

    This incident has been resolved.