Workstation Requirements

Overview

To use the Sharpen platform as intended and ensure a positive experience across all features, it is important that your hardware, software, and network environment meet the specifications outlined in this article. While the application may function below these standards in some cases, Sharpen support will focus troubleshooting efforts on systems that meet these recommendations.

Hardware and Software Requirements

Supported IP Phones

Polycom

• VVX Series

• IP Series

• Soundpoint Series

Yealink

• Txx Series

• Wxx Series

Headsets

Any USB or 3.5mm headset that is properly recognized by the workstation and web browser is compatible with Sharpen. Wireless headsets are discouraged due to the increased likelihood of signal interference, which can result in degraded call quality. Sharpen does not officially certify or endorse specific headset models given the wide variety of suitable devices available.

Virtual Desktop Infrastructure (VDI)

The use of VDI environments is not officially supported by Sharpen. While some VDI configurations may be compatible with VoIP solutions, Sharpen does not actively test against these environments. If a VDI is in use, Sharpen will not be responsible for quality of service and will only troubleshoot up to the edge of its network (WebRTC registration servers).

Ports, Protocols, and Domains

The following domains must be accessible regardless of which isolation zone your account is built in. These include supporting services and libraries required for Sharpen to function as designed.

Global Domains

Isolation Zone 0 — Login: http://app.sharpencx.com

Isolation Zone 1 — Login: http://app.iz1.sharpen.cx

Network Performance Requirements

Voice interactions are real-time by nature and require a stable, consistent network connection. Poor or inconsistent network performance can result in dropped calls, choppy audio, latency, or a degraded overall experience.

Recommended thresholds:

Bandwidth context: Voice itself uses relatively little bandwidth, but Sharpen recommends ensuring sufficient capacity for all tools running concurrently. The following baseline examples illustrate Sharpen's typical bandwidth usage:

• Sharpen Q page load (single agent, 4 queues): ~350 KB transferred / ~7 MB page resources

• 1-minute outbound call: ~125 KB transferred / ~1 MB page resources

• Insights page load (10 reports): ~150 KB transferred / ~8 MB page resources

Microphone Permissions

If using Sharpen Q (which is WebRTC-based), microphone permissions must be properly configured at both the operating system and browser level. Verify the following before use:

• Operating System

  • Confirm that microphone access is enabled for your browser in your OS privacy or system settings.

• Google Chrome

  • Confirm that microphone permissions are granted for the Sharpen domain within Chrome's site settings.

Common Network Issues

SIP ALG

SIP ALG (Application Layer Gateway) is not compatible with most enterprise VoIP solutions, including Sharpen. Despite its name, enabling SIP ALG typically causes issues rather than improving performance. Common symptoms include intermittent disconnections, dropped calls, one-way audio, and registration failures.

Depending on your device manufacturer or ISP, this setting may appear as "SIP ALG," "SIP," "VoIP," or a similar label. ISPs commonly enable this setting to support their own VoIP products, so resolving it may require escalating through multiple support tiers. Confirm this setting is disabled before troubleshooting call quality issues.

UDP Timeout Below 240 Seconds

Sharpen's SIP registration interval is 4 minutes (240 seconds). If your network is configured to time out UDP connections in less than 240 seconds, active registrations will be dropped. Symptoms include dropped calls, the inability to receive inbound calls, and a sawtooth pattern in latency graphs. Outbound calls may still connect, as registration is re-established at the time of dial.

ISP Combination Devices

Residential "combination" devices, those that integrate modem, router, and Wi-Fi into a single unit, are commonly provided and managed by ISPs. These devices may have settings such as SIP ALG enabled by default and not visible to the end user. Since you may not have administrator access to ISP-managed equipment, resolving these issues often requires contacting your ISP directly.

Sharpen recommends using a standalone modem paired with a separately managed router whenever possible. This gives you full control over network settings and avoids the limitations of ISP-managed combination hardware. If a standalone modem is not an option, ask your ISP whether the combination device can be placed in bridge mode, then connect a third-party router to handle local networking.

VPN Usage

VPNs introduce an additional network layer that can negatively affect voice traffic. The added latency and potential packet loss introduced by a VPN can degrade call quality noticeably. If VPN usage is required, it is strongly recommended to configure split tunneling so that Sharpen traffic is routed outside the VPN. Sharpen will not provide support for voice quality issues that result from VPN usage.