SharpenDB

Overview

SharpenDB is Sharpen's built-in database tool that allows administrators to create and manage custom data tables directly within the Sharpen platform. Tables can be structured with custom column names and field types to match your organization's specific data needs. Data can be entered manually, imported in bulk via CSV, and exported at any time for reporting or external use.

SharpenDB serves as a flexible data layer that can be connected to other areas of the Sharpen platform, most notably Logic+ flows, enabling dynamic, data-driven routing and automation based on the information stored in your tables.

Example Use Cases

SharpenDB tables can be used in a wide variety of ways depending on your organization's needs. Below are some common examples:

• Caller Block List

  • Create a table containing phone numbers that should be blocked. Build a Logic+ flow that compares an incoming caller's number against the table at the start of the flow. If a match is found, the flow can disconnect the call, play a message, or route it to a designated handling path, all without any agent involvement.

• OmniOut Campaign Contacts

  • Store and manage outbound campaign contacts in a SharpenDB table. OmniOut reads directly from the table to determine which contacts to reach out to, at what stage of the campaign, and through which owner or queue.

• Customer Data Lookup

  • Populate a table with customer account information and use a Logic+ flow to look up a caller's details in real time. The retrieved data can then be passed to an agent's screen pop, used to personalize routing decisions.

Navigating to SharpenDB

Access SharpenDB using the link that corresponds to your Sharpen environment:

• IZ0 — https://app.sharpencx.com/sharpenDB2/

• IZ1 — https://app.iz1.sharpen.cx/sharpenDB2/

Creating a New Table

1. Click New Table in the top-left corner of the SharpenDB interface.

2. Enter a name for the table that clearly identifies its purpose.

3. Click Structure to begin defining the table's columns.

4. Click Add Column to add each field. For each column, specify a Field Name and Field Type appropriate to the data it will hold.

Common Field Types

Adding Data to a Table

Data can be added to a SharpenDB table in two ways:

Manually

1. Open your table and click the Data tab.

2. Click Add Row and enter the values for each field.

Via CSV Import

1. Prepare your CSV file using the correct column headers that match your table structure.

2. Use the import option within the table to upload the file.

Exporting Data

To export your table data, click the Export button within the table and select Generate New Report. Once the report has been generated, it will appear in the list below. Click the report to download it as a CSV file.

Additional Information

Default Limits

The following limits apply per organization by default:

Supported Field Types

SharpenDB supports the following column data types when configuring custom tables:

• int

• tinyint

• float

• varchar (up to 100 characters)

• date

• datetime

• timestamp

Query Behavior

To maintain platform performance, the following query constraints apply:

• Queries that take longer than 3 seconds to return are automatically terminated.

• Timed-out queries return a relevant status code to the requesting application.

API Access

SharpenDB can be accessed and managed via the Sharpen Public API. The following resources are available for reference:

• Sharpen Public API Documentation

• API Gateway Setup [internal Confluence reference, not migrated in this run]