MyQ Direct Configuration – SharpenCX

Overview

MyQ Direct is a Sharpen feature that enables queue calls to route directly to an agent's desk phone without requiring the agent to be logged into the Sharpen Q application. This allows organizations to leverage queue functionality, including call recording, transcription, and Sharpen AI features such as summarization, sentiment analysis, and AI scoring, even when agents are working solely from a desk phone. Interactions handled through MyQ Direct are fully visible in Insights under the Queue Activity and Queue Segment Activity data sources.

To enable this feature, a feature flag must be activated. Required Feature Flag "MyQ" - This can be added to your organization by request through Sharpen Care, or through your Customer Success Manager.

Steps to Configure:

Route Inbound Calls to MyQ

Go to Admin → Configuration → Inbound Routes.
Assign the desired Inbound Route to the agent's MyQ.
- Inbound Routes

Locate the Agent's MyQ
- Navigate to Admin → Configuration → Sharpen Q.
- Find the agent's MyQ in the list.
  - Sharpen Q
Verify 'Exit No Agents' Setting
- Ensure the 'Exit No Agents' setting is toggled off. (Enabling this feature will disrupt MyQ Direct functionality.)
- Configuring the 'Max Wait' setting to Voicemail (Extension), or another Queue, is suggested - otherwise the call will attempt to ring the user again. (Related Documentation: Voicemail to Email)
- Sharpen Q Settings
Configure the Agent's Extension
- Go to Admin → Configuration → Extensions.
- Find the agent's extension and click to edit.
- Set the following Call Path Routing Options:
  - Status: Available
  - Available: Desk Phone
  - Unavailable: MyQ
    - Call Path
- Click Save to apply the changes.
Edit the Agent's User Configuration
- Go to Admin → Settings → Manage Users.
- Locate the agent's user account and click to edit.
  - Manage Users
- Verify the following settings:
  - Agent Wrap-Up Time in Seconds: Set to 0.
    - Wrap Up Settings
  - License: Set to customerCare-Empower - MyQ.
    - Required License
  - Pause Settings: Disable all Pause-related settings.
    - Pause Settings
  - Queues: Ensure the agent is assigned and logged in only to their MyQ.
    - Agent Queue Settings
- Click Save to finalize the changes.