SharpenCX had 19 outages in the last 2 years totaling 116h 48m of downtime — averaging 0.8 incidents per month.
There were 19 SharpenCX outages since July 10, 2025 totaling 116h 48m of downtime. Each is summarised below — incident details, duration, and resolution information.
We are aware of an incident preventing outbound calls from completeting in Sharpen Q. We are working with all avaiilable resources to resolve.
Outbound Dialing in SharpenQ has been resolved and we are continuing to monitor for stability.
This incident has been resolved.
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.
Our engineering teams are actively working through corrective actions, and further status updates will be provided as a resolution timeline is established.
The corrective action has been deployed in our infrastructure, and all identified service fault-zones have been addressed. Insights reporting, call routing, and WebRTC connection are now responsive and behaving in the expected fashion. We're actively monitoring with our engineering team. If you're continuing to see impact, please reach out to the Care Team via your existing support case!
Validation testing performed across the application suite has confirmed recovery to all impacted systems. In the event you are still encountering lingering effects tied to interaction routing, WebRTC connectivity problems, or an inability to access a specific configuration page within the app - please reach out to our Care Team for further assistance!
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'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.
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.
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.
Users of the Sharpen platform in IZ0 are likely experiencing a variety of symptoms mostly impacting Sharpen Q and Insights. Our teams are engaged working to resolve the issue as soon as possible.
Sharpen Q has been restored. We are now working on restoring Insights defects and expect recovery shortly.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are currently investigating a failure to load Insights Dashboards
A fix has been implemented and we are monitoring the results. A refresh of the Insights dashboard will be necessary to restore functionality.
This incident has been resolved.
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.
Outbound calling was restored at 9:26PM Eastern, and all monitoring/validation testing since that time has consistently shown recovered call processing behavior. In the event you're still experiencing an issue, please reach out to the Care Team!
As part of the wide-ranging impact that various technical vendors are experiencing (as part of this Amazon Web Services disruption), the Sharpen team is tracking a variety of issues across our platform that involve: - Delayed interaction routing/connectivity behavior - Inability to place outbound calls - Web Chat functionality inconsistencies - SharpenDB querying or data-return issues - Missing or unresponsive interaction control buttons in the Queue interface Our teams are actively working to update the application, in order to address service dependencies or availability issues throughout the platform. We'll continue to update this tracking item as more zones of impact are identified.
We are continuing our efforts to work through these issues - focusing on ways to avoid impacted AWS end-points/services. As certain features are restored to an operational status, we'll continue to update this tracking item.
This incident has been resolved as of 6:53 PM Eastern time upon the conclusion of the AWS incident. Our teams continue to monitor for any additional impact.
Due to an outage with our cloud service provider, the SharpenDB end-point is experiencing degraded availability and is not able to consistently return data. Navigating to the Sharpen Admin --> config tab --> SharpenDB container may show a "Zero Tables Found" error, and various DB lookups (initiated through Classic Logic, Logic+, or through Query API) may not return any results. We've engaged with our cloud service provider and are working on restoring functionality for SharpenDB as quickly as possible. Updates will follow as additional details or restoration timelines are identified.
Our cloud service provider (AWS) has isolated the source of the network connectivity/end-point misbehavior, and are actively working towards resolution. We don't yet have a recovery timeline to share, but will provide further status updates when stability returns to effected services.
Our Development Team has performed an update to circumvent some of the dependencies/communication issues being experienced with our cloud services provider (AWS). We're performing validation testing for SharpenDB's access and querying capabilities, and are seeing a restoration in availability for that portion of the platform. Please test at your discretion, as we continue to make updates and improve platform stability.
This unique tracking items is being closed out, in preference of centrally tracking known areas of impact through a general tracking item (that ties back to the identified service interruption with cloud service provider AWS). Further updates on SharpenDB performance, API end-point engagement, and any other newly identified fault-zones will be communicated using our general tracking item hosted on the Status Page.
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.
This incident has been resolved with the resolution on the AWS outage at 6:53 PM Eastern Time. Our team has validated the restoration of this service.
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.
We've identified a routing issue within our infrastructure that's uniquely tied to transfer functionality (both queue and agent-initiated) and are working towards a fix. All available resources have been engaged at this time, and we're actively working towards recovery as quickly as possible. Further updates will be made to the status page when we've reached a point of recovery.
Our teams are currently working towards rolling out the hot-fix/update across Sharpen's infrastructure. As soon as that effort has been completed, we'll initiate validation testing and confirm recovery of the system. Further updates will be posted to the status page as soon as that task finishes.
The corrective hot-fix has been deployed throughout our infrastructure, and initial validation testing has confirmed a restoration in queue-based and agent-initiated transfer functionality. Please verify with end-users if they're seeing a restoration in functionality. If ongoing impact is experienced, please reach out to the Care Team for further troubleshooting/analysis - with example users/extension info/QCMIDs that can be reviewed.
Continued validation testing and monitoring efforts have shown comprehensive recovery across the Sharpen Q system. This incident is being transitioned into a monitoring status. In the event that new misbehaviors or lingering symtoms/issues are encountered, please reach out to the Care Team.
Inbound numbers that route through a Logic+ are resulting in dead-air. We are currently investigating and working towards a resolution
We identified the root cause impacting inbound calls routed through Logic+ and have applied corrective measures. Calls are now completing successfully. We will continue to closely monitor the service to ensure full stability.
The issue with inbound calls routed through Logic+ has been fully resolved. All services are operating normally.
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've isolated the underlying issue within our infrastructure, and have taken initial steps to reroute traffic away from the misbehaving pathway causing the intermittent disconnects, delayed prompt playback, or dead-air. Our internal teams are actively preparing a code-change to completely address the problem, and we expect to have that pushed out to our Production systems in the next few minutes.
Our IZ1 infrastructure update has been deployed to the Production system, and initial validation efforts have shown full recovery to previously impacted call-flows routing though Logic+. In the event that you're still experiencing symptoms tied to dead-air, latent prompt playback, or unexpected disconnects through a Logic+ bot, please reach out to the Care Team with examples of the misbehavior and we'll troubleshoot further!
We are currently investigating an issue impacting the inability to place outbound calls in our IZ1 infrastructure.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
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.
We have identified the cause and are working on a corrective fix.
We have corrected the issue impacting IZ1 application availability and are continuing to monitor.
This incident has been resolved. Any agents experiencing lingering impact may need to log out of app.iz1.sharpen.cx and log back in.
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.
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.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
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.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.