This incident has been resolved and validated.
Nov 20, 12:08 UTC
We are continuing our work on the fix for this issue. Thank you for your patience as we work towards implementing the solution.
Nov 19, 21:54 UTC
While we continue to work through corrective actions, we wanted to provide additional workaround options. Since rolling back Chrome is typically time consuming, we have tested a few alternate chromium-based browsers that are not yet on the chromium 87 base. If agents are having trouble and are willing to install a new browser the following browsers will work.
Brave - https://brave.com/download/
Vivaldi - https://vivaldi.com/download/
Microsoft Edge Chromium - https://www.microsoft.com/en-us/edge?form=MA13DE&OCID=MA13DE
If you're using an up-to-date Windows 10 PC, this version of Microsoft Edge should work
Nov 19, 19:16 UTC
We have identified an issue for users of Chrome 87 or greater connecting to west coast US2 webrtc resources which cause calls to fail in the following ways
1. Call appears to connect, but no audio is heard
2. Call does not connect
The issue can be worked around by using a chromium based browser with a version less than 87 (can be validated using the chrome://version command in the URL bar)
or by forcing a connection to our US1 resources by using the following URL
for Sharpen Q phonehttps://app.sharpencx.com/fathomQ/dashboard/?region=US1
for Connect soft phonehttps://connect.sharpencx.com/?region=US1
We have identified the conflict on the US2 resources and are working to resolve
Nov 19, 18:57 UTC