Outage in Sharpen

Outbound call issues for IZ0

Resolved Major

March 25, 2022 - Started about 4 years ago - Lasted 4 days
Official incident page

Incident Report

We are currently experiencing issues with dialing outbound for our IZ0 isolation zone. Agents attempting to dial out will be met with a white loading screen and no ability to clear the interaction from their Q. Agents can clear this status by logging out of the application and back into Sharpen Q. The stuck interaction will be holding in the queue for them to manually answer and clear on its own. Investigation continues into the cause of this issue.

Components affected

Sharpen Outbound Voice

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Latest Updates ( sorted recent to last )

MONITORING about 4 years ago - at 03/25/2022 11:56AM

The issue has been located and corrected. We continue to monitor for any outlying events occurring post-recovery. Please reach out to the SharpenCare team if you experiencing further impact to outbound dialing from Sharpen Q.

INVESTIGATING about 4 years ago - at 03/25/2022 11:13AM

We are currently experiencing issues with dialing outbound for our IZ0 isolation zone. Agents attempting to dial out will be met with a white loading screen and no ability to clear the interaction from their Q. Agents can clear this status by logging out of the application and back into Sharpen Q. The stuck interaction will be holding in the queue for them to manually answer and clear on its own.

Investigation continues into the cause of this issue.

Latest Sharpen outages

IZ1 - Classic Logic Routing Issues - about 1 month ago

Call Quality and Latency Degradation - about 1 month ago

IZ0 unexpected experiences - 3 months ago

Insights Dashboards will not load - 5 months ago

IZ0 - Inbound Voice Logic+ calls result in dead air/ IZ0|IZ1 Inbound Emails do not enter queue - 5 months ago

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