Enabling International Calling

Overview

International calling in Sharpen requires a two-part configuration process before any international calls can be placed. Administrators must first approve the public IP address of each location that will be making international calls and then authorize the specific countries that agents are permitted to dial. Once both steps are complete, agents can place international calls directly from their Sharpen extensions.

Step 1: Approve Your Public IP Address

Approving your location's public IP address ensures that only devices on your authorized network can place international calls. For more information on why this step is required, refer to Admin > Configuration > IP Configuration.

1. Log in to the Sharpen Portal as an administrator and navigate to Admin > Configuration > International Approved IPs.

2. Click the New IP button. A prompt will appear.

3. Enter the public IP address for your location.

4. Optionally, add a note to identify the location associated with this IP address. This is recommended if you manage multiple office locations.

5. Click Save. The approved IP address will appear in the list.

Step 2: Approve Countries to Be Dialed

Once your IP address is approved, authorize the specific countries your agents will need to dial.

1. Log in to the Sharpen Portal as an administrator and navigate to Admin > Configuration > International.

2. Check the box next to each country you want to enable for outbound dialing.

3. To view the country code and per-minute rate for a specific country before enabling it, click the Rates option on the right-hand side of that country's row.

Step 3: Dialing International Numbers

Once both configuration steps are complete, agents can place international calls from their extensions. International dialing requires the 011 exit code followed by the country code and the local number, regardless of the destination — including territories such as Puerto Rico and the Caribbean.

Format: 011 + [country code] + [local number]

Example: 011 44 1392885680 — This dials the UK Meteorological Office (country code: 44).

Dropping Leading Digits Many countries use a leading digit in their local numbering format that should be removed when dialing internationally. Below are some common examples:

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