Intermittent dropped calls (IZ1)

This incident has been resolved.

We are planning a more comprehensive fix planned to be completed by 9:00 PM EDT. We apologize for the continued disruption.

Unfortunately the fix did not have the intended result and is being rolled back.

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.

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

We are continuing our investigation and are working to restore service as soon as possible.

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.

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.

We are continuing to monitor resolution of the issue.

We are continuing to monitor for any further issues.

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

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.

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

We have isolated the likely cause and are continuing our investigation. Thank you for your continued patience.

We are continuing to investigate this issue.

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.