We are planning a more comprehensive fix planned to be completed by 9:00 PM EDT. We apologize for the continued disruption.
Posted Apr 10, 2025 - 20:46 UTC
Update
Unfortunately the fix did not have the intended result and is being rolled back.
Posted Apr 10, 2025 - 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.
Posted Apr 10, 2025 - 20:09 UTC
Update
We are continuing to work on a fix for this issue.
Posted Apr 10, 2025 - 19:15 UTC
Update
We are continuing our investigation and are working to restore service as soon as possible.
Posted Apr 10, 2025 - 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.
Posted Apr 10, 2025 - 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.
Posted Apr 10, 2025 - 17:20 UTC
Update
We are continuing to monitor resolution of the issue.
Posted Apr 10, 2025 - 16:34 UTC
Update
We are continuing to monitor for any further issues.
Posted Apr 10, 2025 - 16:14 UTC
Monitoring
A fix has been implemented and we are monitoring the results.
Posted Apr 10, 2025 - 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.
Posted Apr 10, 2025 - 16:04 UTC
Identified
The issue has been identified and a fix is being implemented.
Posted Apr 10, 2025 - 15:40 UTC
Update
We have isolated the likely cause and are continuing our investigation. Thank you for your continued patience.
Posted Apr 10, 2025 - 15:29 UTC
Update
We are continuing to investigate this issue.
Posted Apr 10, 2025 - 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.
Posted Apr 10, 2025 - 14:42 UTC
This incident affected: Isolation Zone 1 (Inbound Voice).