Overview
At times, users may hear an audible error message that says "Error 20". This article covers:
Why "Error 20" exists
Common events that cause "Error 20" to occur
Steps to troubleshoot and resolve "Error 20"
Any user can identify and troubleshoot basic "Error 20" issues using the guidance below.
Why Does "Error 20" Exist?
The Sharpen application is designed so that only one interaction is active at a time. "Error 20" provides an audible indication that an action is still required on a current interaction before a new one can be initiated.
This safeguard ensures the following:
Accurate QCMID assignment — Queue Call Manager IDs (QCMIDs) are not improperly assigned to the wrong interaction(s).
Reliable data integrity — Call recordings, transcriptions, and general data tracking through Insights remain tied to the correct interaction(s).
Loop prevention — Infinite loops within Sharpen Queues are prevented.
Common Causes of "Error 20"
While there are several potential causes, "Error 20" fundamentally occurs when a user attempts to start a new interaction before the previous one is fully complete. Common scenarios include:
An agent attempts to place an outbound call while in Wrap Up status.
A user's license type was downgraded from Sales Accelerator or Customer Care to Connect while they were still logged into a Sharpen Queue.
A user is placing multiple outbound queue calls while not logged into the Sharpen application.
A user is placing calls on behalf of a queue and logs out before completing the interaction.
Resolving "Error 20"
The fastest way to resolve "Error 20" is to complete the current interaction. This may include hanging up the Sharpen Q phone, clicking End, or clicking Save if the user is in Wrap Up status.
Identify Your Isolation Zone
Before troubleshooting, confirm which Sharpen isolation zone your organization belongs to and use the corresponding URL throughout the steps below:
Isolation Zone | URL |
|---|---|
IZ0 | |
IZ1 |
Troubleshooting Steps
Have the affected user log in to their isolation zone URL (http://app.sharpencx.com for IZ0 or http://app.iz1.sharpen.cx for IZ1) using their provided credentials.
In the upper left, click the drop-down that displays End User and switch to Sharpen Q.
Confirm the user does not have any active or lingering interactions. If any are present, end them by hanging up, clicking End, or clicking Save.
If no interaction is present, have the user click the refresh symbol near their status to refresh Sharpen Q. If an interaction populates, complete it.
If the user still does not see an interaction on the Sharpen Q page, or cannot access the Sharpen Q page due to a license downgrade, have them log out of the application and log back in. They will then be able to start a new interaction.
Frequently Asked Questions
Q: I recently changed the licenses of my users and now they are all receiving "Error 20." What should I do? A: Have each affected user log in to their isolation zone URL (http://app.sharpencx.com for IZ0 or http://app.iz1.sharpen.cx for IZ1), log out, and then log back in. This will clear any previously assigned queues.
Q: Is there a way to disable "Error 20"? A: No. "Error 20" is a system-wide protection and cannot be disabled at this time.
Q: I have a few users who consistently receive "Error 20." What should I do? A: The best course of action is to work with your agents to ensure they understand how to properly end and complete interactions. "Error 20" occurs when a new interaction is initiated while another is still active, so reinforcing proper interaction-handling procedures typically resolves the issue.
Q: I've tried all of the troubleshooting steps and I'm still receiving "Error 20." What's next? A: Please reach out to Sharpen Care Support via email, chat, or phone, and a representative will assist you promptly.