Inbound Calls leveraging VCX/CX Experiencing Dead-Air - IZ1

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.

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 support@sharpencx.com

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 support@sharpencx.com

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.

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.

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.

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

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.

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