Call Routing Issues - Unexpected Disconnects

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.

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.

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.

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.

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.