SharpenCX experienced a major incident on February 20, 2026 affecting Inbound Voice, lasting 6h 24m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Feb 20, 2026, 02:48 PM UTC
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.
- investigating Feb 20, 2026, 05:51 PM UTC
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.
- identified Feb 20, 2026, 06:24 PM UTC
We've identified the underlying issue and are working with our internal teams to get a fix deployed across our Production environment. We're targeting a comprehensive roll-out for our infrastructure in the next 30 minutes. Further updates will follow as soon as corrective actions have been fully implemented.
- monitoring Feb 20, 2026, 07:12 PM UTC
The corrective changes have been made across our infrastructure, and we're actively monitoring the system/running health-checks. The expectation is that call routing through Classic Logic, call audio/quality, and interaction handling behavior should be considerably improved for impacted users.
- resolved Feb 20, 2026, 09:13 PM UTC
Service health-checks and sustained monitoring of our call routing systems have shown recovery to the platform. Validation testing across Classic Logic configurations or inbound routes that send calls directly to queue are routing in a timely fashion. In the event you have users still encountering connection issues, please reach out to the Care Team with examples of the misbehavior.