Historique des pannes de Sharpencx

1. 3 août 2026 à 18:09 UTCinvestigating

   Nous enquêtons actuellement sur un problème avec SharpenQ dans la zone d'isolement IZ1 causant une dégradation des performances. Les longueurs de connexion des appels longs et une manière audio peuvent être expérimentées.

2. 3 août 2026 à 19:30 UTCmonitoring

   Un correctif a été mis en place et nous surveillons actuellement la performance de SharpenQ.

3. 3 août 2026 à 19:52 UTCresolved

   Cet incident a été résolu.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 22 juillet 2026 à 22:30 UTCinvestigating

   Nous enquêtons actuellement sur un problème touchant les appels entrants dans l'environnement IZ1. Certains clients peuvent subir des appels d'arrivée échoués ou abandonnés pendant cette période. Notre équipe travaille activement à identifier la cause profonde. Nous publierons une mise à jour dès que nous aurons plus d'informations.

2. 22 juillet 2026 à 23:01 UTCmonitoring

   Nous avons identifié le problème affectant les appels entrants à Classic Logic sur IZ1 et avons appliqué une correction. Les appels devraient fonctionner à nouveau, et nous continuons à surveiller pour confirmer la stabilité totale.

3. 22 juillet 2026 à 23:10 UTCresolved

   Les appels entrants acheminés vers Classic Logic sur IZ1 ont vu un silence mort commençant vers 17h42 ET. Notre équipe a tracé cela à un problème de performance de base de données affectant le traitement vocal et l'a fait corriger par 18:56 PM ET. Les appels sont de retour à la normale.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 10 juillet 2026 à 18:21 UTCinvestigating

   Nous sommes actuellement conscients d'un problème dans notre zone d'isolement IZ1 affectant les performances de Sharpen Q, y compris les retards dans la connexion des appels, l'impact sur la qualité audio et les retards avec la connexion des appels sortants. Notre équipe enquête activement et travaille à une résolution.

2. 10 juillet 2026 à 19:21 UTCidentified

   Nous croyons avoir identifié le problème qui a une incidence sur la performance de SharpenQ dans IZ1 et sommes en train de mettre en œuvre une solution.

3. 10 juillet 2026 à 19:39 UTCmonitoring

   Une correction a été mise en place et nous observons l'amélioration de la performance de Sharpen Q pour la qualité des appels et les retards d'appel sortants. Nous continuons de surveiller la stabilité continue.

4. 10 juillet 2026 à 20:49 UTCresolved

   Nous avons continué à voir la stabilité de la plate-forme / récupération s'améliorer depuis que nos équipes d'ingénierie ont mis en place une action de réparation. Les capacités d'appel sortant, les performances de la file d'attente, la qualité des appels, etc. ont tous rétabli les niveaux de base de fonctionnalité. Dans le cas où vous continueriez à voir l'impact avec certaines files d'attente, utilisateurs finaux ou actions spécifiques dans la suite d'applications Sharpen - veuillez contacter notre équipe de soins via votre dossier de soutien existant.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 2 juin 2026 à 11:20 UTCinvestigating

   We are aware of an incident preventing outbound calls from completeting in Sharpen Q. We are working with all avaiilable resources to resolve.

2. 2 juin 2026 à 11:24 UTCmonitoring

   Outbound Dialing in SharpenQ has been resolved and we are continuing to monitor for stability.

3. 3 juin 2026 à 15:53 UTCresolved

   This incident has been resolved.

1. 7 mai 2026 à 17:16 UTCinvestigating

   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.

2. 7 mai 2026 à 17:18 UTCidentified

   Our engineering teams are actively working through corrective actions, and further status updates will be provided as a resolution timeline is established.

3. 7 mai 2026 à 17:41 UTCmonitoring

   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!

4. 7 mai 2026 à 18:03 UTCresolved

   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!

1. 20 février 2026 à 14:48 UTCinvestigating

   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.

2. 20 février 2026 à 17:51 UTCinvestigating

   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.

3. 20 février 2026 à 18:24 UTCidentified

   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.

4. 20 février 2026 à 19:12 UTCmonitoring

   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.

5. 20 février 2026 à 21:13 UTCresolved

   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.

1. 19 février 2026 à 17:50 UTCinvestigating

   We are currently investigating reports of degraded call quality affecting some customers, intermittently. The following behaviors have been reported beginning around 12:00 PM ET: - Delays (up to 25+ seconds) between a call connecting and the interaction appearing in the agent interface - Dead air on inbound calls prior to ringing and after agent answer - Calls populating in queue but experiencing delays before being assigned to an agent - Absence of hold music for callers waiting in queue - Inability to place calls on hold Our team is actively investigating the cause. We will provide an update as soon as additional information is available. Affected: Voice interactions

2. 19 février 2026 à 18:23 UTCinvestigating

   We are continuing to investigate the issue and have all necessary resources engage to resolve the issue as soon as possible.

3. 19 février 2026 à 19:57 UTCinvestigating

   Thank you for your continued patience. We are continuing to investigate the issue with all necessary resources involved. The problem is localized, but thus far our remediation efforts have not sufficiently remediated impact. We are continuing to explore all options to resolve the issue.

4. 19 février 2026 à 20:59 UTCinvestigating

   We are continuing to investigate this issue.

5. 19 février 2026 à 21:34 UTCinvestigating

   Thank you for your continued patience. We continue to aggressively address the intermittent service degradation impacting call connection times (agent-caller delay) and interface responsiveness. We will continue to pursue resolution as soon as possible.

6. 19 février 2026 à 22:18 UTCinvestigating

   We are continuing to investigate the issue. We're receiving additional reports of some users experiencing intermittent 504 Gateway timeout errors. We are including this symptom in our investigation as it likely shares the same root cause.

7. 19 février 2026 à 22:49 UTCinvestigating

   We are continuing to investigate this issue. We have introduced 1 fix and are working on another which we expect will improve performance.

8. 19 février 2026 à 23:22 UTCinvestigating

   Our initial fix is showing significant effectiveness, drastically improving the timeliness of Sharpen Q voice interaction related interactions. Call delivery, answer times, and interaction call controls should mostly be restored at this point. We've identified an additional fix which will bring further improvements shortly.

9. 19 février 2026 à 23:54 UTCinvestigating

   We are continuing working through our second fix and will update this page when it is complete.

10. 20 février 2026 à 01:22 UTCinvestigating

    We are continuing to monitor and test to validate improvement following our recent 2 fixes.

11. 20 février 2026 à 02:23 UTCinvestigating

    Data, Monitoring, and testing has confirmed recent fixes have resolved this issue.

12. 20 février 2026 à 12:04 UTCresolved

    This issue was resolved at 9:25 PM ET 2026-02-19. Our status page mechanism encountered an issue at the time of us marking resolution. This is retroactive conclusion of the incident.

1. 30 décembre 2025 à 21:09 UTCidentified

   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.

2. 30 décembre 2025 à 21:13 UTCidentified

   Sharpen Q has been restored. We are now working on restoring Insights defects and expect recovery shortly.

3. 30 décembre 2025 à 21:34 UTCmonitoring

   A fix has been implemented and we are monitoring the results.

4. 30 décembre 2025 à 21:52 UTCresolved

   This incident has been resolved.

1. 17 novembre 2025 à 20:48 UTCinvestigating

   We are currently investigating a failure to load Insights Dashboards

2. 17 novembre 2025 à 20:59 UTCmonitoring

   A fix has been implemented and we are monitoring the results. A refresh of the Insights dashboard will be necessary to restore functionality.

3. 17 novembre 2025 à 21:12 UTCresolved

   This incident has been resolved.

1. 14 novembre 2025 à 13:08 UTCinvestigating

   We are currently aware of the following symptoms in our IZ0 isolation zone - Inbound voice calls delivered through Logic+ result in dead air - Inbound emails do not enter queue In our IZ1 isolation zone Inbound emails do not enter queue We have all necessary resources engaged and are working to restore service as soon as possible.

2. 14 novembre 2025 à 13:27 UTCidentified

   We have identified the fault for both symptoms and are working through remediation steps now. We are targeting resolution within the next 30 minutes.

3. 14 novembre 2025 à 13:43 UTCidentified

   Inbound voice through Logic+ in IZ0 is now resolved. We are continuing working through the fix for inbound email failure.

4. 14 novembre 2025 à 14:00 UTCidentified

   We are continuing our efforts to resolve the inbound email fault. The fault is still properly understood, and we continue working through diligent corrective actions to restore service as soon as possible. Emails which have not been delivered during this impact will not be lost, and we expect them to queue up when this fault is resolved.

5. 14 novembre 2025 à 14:22 UTCidentified

   We are continuing working on a fix for the email issue and have all necessary resources involved to resolve as soon as possible. Thank you for your patience.

6. 14 novembre 2025 à 14:44 UTCidentified

   We have identified a new option for recovery and are working through implementation steps now.

7. 14 novembre 2025 à 15:23 UTCidentified

   We have attempted a fix, which yielded positive progress, but we are still working on a complete fix. Thank you for your patience as we continue our investigation.

8. 14 novembre 2025 à 16:19 UTCidentified

   We have identified a new path for resolution and are orchestrating a fix now.

9. 14 novembre 2025 à 16:47 UTCidentified

   We are continuing our investigation. The root cause remains understood, but our attempted changes, allowing the proper communication between our Email service and Sharpen Q, have not yet allowed for the services to properly regain expected communication. We will continue to work diligently until this is resolved.

10. 14 novembre 2025 à 17:19 UTCidentified

    We have engaged additional resources from our Cloud Service provider to accelerate resolution.

11. 14 novembre 2025 à 17:50 UTCidentified

    We have an alternative fix ready for deployment and are initiating shortly.

12. 14 novembre 2025 à 20:32 UTCidentified

    We have identified a new path for resolution and are working to build a new fix. We are targeting a fix within the hour.

13. 14 novembre 2025 à 21:22 UTCidentified

    We are continuing to work on a fix for this issue.

14. 14 novembre 2025 à 21:34 UTCmonitoring

    We have introduced a fix and are seeing some recovery. We are validating expected email functionality now.

15. 14 novembre 2025 à 21:56 UTCmonitoring

    We have achieved partial recovery. If emails are forwarded to the Sharpen queue email address, functionality is restored. However, if the sharpen queue email address is included within a distribution group, you are likely still seeing failures. This symptom was confirmed using Microsoft Exchange distribution groups. If you have the ability to forward directly to email addresses, you will experience recovery. The team continues to work toward a full fix regardless.

16. 14 novembre 2025 à 21:56 UTCidentified

    The issue has been identified and a fix is being implemented.

17. 14 novembre 2025 à 22:09 UTCmonitoring

    A fix has been implemented to our IZ0 isolation zone. We are working on propagating it to our IZ1 isolation zone now.

18. 14 novembre 2025 à 22:48 UTCresolved

    This incident has been resolved. Both IZ0 and IZ1 are working as expected.

1. 26 octobre 2025 à 01:06 UTCinvestigating

   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.

2. 26 octobre 2025 à 01:38 UTCresolved

   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!

1. 20 octobre 2025 à 19:35 UTCidentified

   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.

2. 20 octobre 2025 à 19:44 UTCidentified

   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.

3. 21 octobre 2025 à 01:18 UTCresolved

   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.

1. 20 octobre 2025 à 13:40 UTCidentified

   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.

2. 20 octobre 2025 à 16:14 UTCidentified

   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.

3. 20 octobre 2025 à 18:28 UTCmonitoring

   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.

4. 20 octobre 2025 à 19:41 UTCresolved

   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.

1. 20 octobre 2025 à 12:43 UTCinvestigating

   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.

2. 21 octobre 2025 à 01:11 UTCresolved

   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.

1. 1 octobre 2025 à 17:53 UTCinvestigating

   We are currently investigating an issue where CX CURL requests in Logic Classic result in dead air.

2. 1 octobre 2025 à 18:24 UTCinvestigating

   We are still investigating the issue where VCX/CX routes in Logic Classic result in dead air. Our engineering team is continuing to work toward identifying the root cause.

3. 1 octobre 2025 à 19:07 UTCinvestigating

   We are still investigating the issue, and our teams are fully swarmed working toward a resolution as quickly as possible.

4. 1 octobre 2025 à 19:32 UTCidentified

   Initial corrective actions have been taken, and we've seen our CX/VCX hosts return to a healthy status. Our focus has shifted towards restoring functionality to the portion of the system that allows Inbound Routing or timed project triggers to engage with a deployed CX/VCX project. Additional updates will be provided as we make progress towards comprehensive recovery.

5. 1 octobre 2025 à 20:09 UTCidentified

   To clarify our last update: while CX/VCX hosts are reporting healthy, the outage is not fully resolved. Inbound Routing and timed project triggers that connect to deployed CX/VCX projects are still impacted. Our team is actively working to restore this functionality, and we’ll continue to share updates as progress is made.

6. 1 octobre 2025 à 21:02 UTCidentified

   We've identified the underlying issue that is preventing different portions of the system (Classic logic, Inbound Routes, etc) from being able to engage with CX/VCX projects. We have been able to partially restore service to some applications, and are continuing to work towards comprehensive recovery. NOTE: Some projects are operational at this time while others CX/VCX deployments continue to see impact. We're aware of this behavior and are continuing efforts to correct all projects.

7. 2 octobre 2025 à 01:20 UTCidentified

   We appreciate your continued patience. Our team remains engaged and is working to resolve the impact. For many customers we have implemented workarounds or alternative solutions that have restored customer experiences. We are still pursuing all options of service restoration. If you are impacted and have unique needs to overcome this disruption, please reach out to us at [email protected]

8. 2 octobre 2025 à 04:03 UTCidentified

   We're continuing our efforts to resolve CX/VCX routing issues across the IZ1 infrastructure. While we've had partial success, certain projects remain unreachable and currently result in a dead-air experience for customers. Mitigation efforts have been underway with the Care Team, involving updating routing conditions (away from CX/VCX) to minimize impact. In addition to Inbound routing or Classic Logic call-flows, this misbehavior extends to in-queue operations like timed-bots, "Max Wait", and "Exit No Agents" conditions that point to a Callback/Voicemail related VCX customization. The short-term recommendation is to disable timed-bots, and instead leverage the in-queue callback or voicemail offering. Further communication will follow, once we've established recovery for CX/VCX project usage. In the event assistance is required to update queue configurations, please reach out to the Care Team via [email protected]

9. 2 octobre 2025 à 14:46 UTCresolved

   At this stage we have restored service to the majority of impacted flows and are working directly with customers who are experiencing any continued impact. If you are experiencing a problem with IVR routing or in queue messaging regarding the use of VCX/CX, please reach out to us at support.sharpencx.com so we can assist.

1. 18 septembre 2025 à 03:51 UTCinvestigating

   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.

2. 18 septembre 2025 à 03:55 UTCidentified

   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.

3. 18 septembre 2025 à 04:51 UTCidentified

   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.

4. 18 septembre 2025 à 05:18 UTCmonitoring

   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.

5. 18 septembre 2025 à 06:12 UTCresolved

   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.

1. 29 août 2025 à 15:27 UTCinvestigating

   Inbound numbers that route through a Logic+ are resulting in dead-air. We are currently investigating and working towards a resolution

2. 29 août 2025 à 15:40 UTCmonitoring

   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.

3. 29 août 2025 à 15:57 UTCresolved

   The issue with inbound calls routed through Logic+ has been fully resolved. All services are operating normally.

1. 25 août 2025 à 14:02 UTCinvestigating

   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.

2. 25 août 2025 à 14:07 UTCinvestigating

   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.

3. 25 août 2025 à 14:32 UTCidentified

   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.

4. 25 août 2025 à 14:52 UTCresolved

   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!

1. 23 août 2025 à 18:38 UTCinvestigating

   We are currently investigating an issue impacting the inability to place outbound calls in our IZ1 infrastructure.

2. 23 août 2025 à 19:05 UTCmonitoring

   A fix has been implemented and we are monitoring the results.

3. 23 août 2025 à 19:16 UTCresolved

   This incident has been resolved.

1. 23 août 2025 à 17:37 UTCinvestigating

   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.

2. 23 août 2025 à 17:53 UTCidentified

   We have identified the cause and are working on a corrective fix.

3. 23 août 2025 à 18:02 UTCmonitoring

   We have corrected the issue impacting IZ1 application availability and are continuing to monitor.

4. 23 août 2025 à 18:14 UTCresolved

   This incident has been resolved. Any agents experiencing lingering impact may need to log out of app.iz1.sharpen.cx and log back in.