Resolved -
This incident has been resolved.
Apr 11, 02:07 UTC
Update -
We are planning a more comprehensive fix planned to be completed by 9:00 PM EDT. We apologize for the continued disruption.
Apr 10, 20:46 UTC
Update -
Unfortunately the fix did not have the intended result and is being rolled back.
Apr 10, 20:23 UTC
Update -
We have identified a potential fix and are working on the hotfix now. We will work to release it as soon as it is ready.
Apr 10, 20:09 UTC
Update -
We are continuing to work on a fix for this issue.
Apr 10, 19:15 UTC
Update -
We are continuing our investigation and are working to restore service as soon as possible.
Apr 10, 18:37 UTC
Update -
We are continuing to investigate this issue. At this stage we have isolated the fault zone and can see that, for customers leveraging Logic+ as the toolset for their IVR, between 30% and 50% of inbound calls may unexpectedly disconnect at the 2 minute mark. All necessary resources continue to be engaged to resolve this issue as soon as possible.
Apr 10, 18:08 UTC
Identified -
While our changes have introduced improvement in the frequency of failure, we are still observing some unexpected disconnected calls at the 2 minute mark for calls delivered to queue from a Logic+ IVR. We continue to have all necessary resources engaged to resolve this issue.
Apr 10, 17:20 UTC
Update -
We are continuing to monitor resolution of the issue.
Apr 10, 16:34 UTC
Update -
We are continuing to monitor for any further issues.
Apr 10, 16:14 UTC
Monitoring -
A fix has been implemented and we are monitoring the results.
Apr 10, 16:14 UTC
Update -
Our initial fix had positive impact, reducing the frequency of the event. However, additional measures were needed to establish full recovery. We have implemented additional changes and are analyzing our recovery.
Apr 10, 16:04 UTC
Identified -
The issue has been identified and a fix is being implemented.
Apr 10, 15:40 UTC
Update -
We have isolated the likely cause and are continuing our investigation. Thank you for your continued patience.
Apr 10, 15:29 UTC
Update -
We are continuing to investigate this issue.
Apr 10, 15:07 UTC
Investigating -
We are currently investigating an issue causing intermittent dropped calls for inbound callers to the IZ1 (app.iz1.sharpen.cx) environment. If customers are leveraging Logic+ for their inbound IVR calls, subsequent transfers to Sharpen Q from the IVR, will result in an unexpected call drop at the 2 minute mark. We have all necessary resources engaged to correct the issue as soon as possible.
Apr 10, 14:42 UTC