Platform Resources & Troubleshooting

Overview

This page is a central index for technical reference articles, setup guides, and troubleshooting resources that fall outside the core Admin Configuration and Sharpen Q series. Topics span hardware provisioning, network requirements, browser and audio configuration, platform feature setup, developer resources, and common troubleshooting scenarios. Click any link below to navigate directly to a specific article.

Sharpen Resources

General reference materials, learning resources, support portal access, and platform updates.

• Accessing and Using the Service Desk Portal

• Billing Management

• Incident Priorities [internal Confluence reference, not migrated in this run]

• Insights

• Messaging, Registration, and Compliance

  • Outbound SMS/MMS Messaging Registration [internal Confluence reference, not migrated in this run]

  • 10DLC Messaging and Registration

  • 10DLC SMS Compliance Brand Registration Example [internal Confluence reference, not migrated in this run]

  • 10DLC SMS Compliance Campaign Registration Example [internal Confluence reference, not migrated in this run]

  • 10DLC Vetting Tips and Tricks [internal Confluence reference, not migrated in this run]

• Sharpen Administrator's Guide

• Sharpen Admin Configuration

• Sharpen eLearning

• Sharpen Release Notes

• Sharpen Q

• Subscribe to Sharpen Status Updates

Platform Requirements & Network

Requirements and configuration guidance for running Sharpen reliably in your environment, including network setup, firewall rules, and diagnostic tools.

• Platform Requirements

• Recommended Meraki Configuration

• Sharpen Network Performance Test

• Testing Connection to STUN Server

• Sound File Requirements

• Plum IP Addresses for Whitelisting (AWS)

• Disabling Network Adapters

• Packet Capture Guide

Hardware & Phone Setup

Provisioning and configuration guides for IP desk phones, softphone clients, and legacy devices.

Polycom

• Polycom Manual Provisioning

• Polycom Automatic Provisioning

• Polycom Line Key Customization

• Polycom Error: "URL Call Disabled"

• How To Transfer on a Polycom Phone

• 3-Way Calling on Polycom Phones

• Gathering Logs from Polycom IP Phone

Yealink

• Yealink Manual Provisioning

• Yealink Provisioning

• Viewing Call History on a Yealink Phone

• Gathering Diagnostic Logs from Yealink IP Phone

Softphones

• Setting Up MicroSIP Soft Phone

• Setting Up Zoiper Soft Phone

• Setting Up Zoiper with iPhone

Other

• Unlisted IP Phone Registration

• Legacy: Cisco Device Provisioning

Browser & Audio Configuration

Guides for configuring browser permissions, audio settings, and capturing browser-level diagnostic logs for troubleshooting.

• Operating System Microphone Permissions

• Google Chrome Microphone Permissions

• Explicitly Allow Audio Alerts in Google Chrome

• Bluetooth Headset Muting

• Autoplay Error — Sound File Muted

• Using a Specific WebRTC Connection

• WebRTC Internals Logs

• Extracting WebRTC Audio (RTP) from a Firefox Session

• Chrome Browser Logs

• Chrome Net-export Logs

• Clearing Your Cache

• Disabling Cache in Chromium Browsers

Features & Configuration

Guides for configuring specific platform features, including queue tools, communication channels, and agent-facing functionality.

Queue & Routing

• Sharpen Q Interaction Assignment

• Sharpen Q Mobile Routing

• Sharpen Q Vue

• MyQ Direct Configuration

• Setting Up Find Me

• Sharpen Hot Desk

• Sharpen Local Presence

• Leveraging the "Whisper", "Listen", and "Join" Feature for Calls

• Creating a Number Block List with Logic

• Vanity / Premium Numbers

• Updating Your Outbound Caller ID Name (CNAM)

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

Voicemail & Recordings

• Voicemail Setup and Use

• Remote Voicemail Access

• Creating a Call Recording URL

• Downloading Call Recordings in Bulk

• Faxing

Email & Chat

• Email Configuration for the Sharpen Q

• Using Email Signatures in the Sharpen Q

• Making and Receiving Calls in Sharpen Connect

• Configuring Action Bot Chat Notifications

Reporting & Insights

• Insights Permissions Restriction

• Global Summary Fields

• Bulk Whitelist IP Addresses in Insights

• Enabling In-App Navigation for SharpenDB

• Performance Tile Tips for Managers

• CSAT Setup and Configuration

• Using Flagged for Coaching

Authentication

• Single Sign-On in Sharpen

• Configuring OKTA in Sharpen

Developer & Integration Resources

Technical references for APIs, webhook payloads, and integration tooling.

• Sharpen Q Webhook Payload

• Get Interaction Details by Sharpen API Request

• Query Insights Data by Sharpen API Request

• Creating a My Queue Using Our API

• Utilizing the API to Download Email Attachments

• Insights "Current Location" Codes

Troubleshooting

Guides for diagnosing and resolving common platform issues, error messages, and unexpected behaviors.

Sharpen Q & Call Issues

• Pending Status While Interacting with the Dial Pad

• Pending Status While Handling Multiple Interactions

• Sharpen Q Phone Troubleshooting

• Error 20 — Understanding and Resolving

• Ghost Calls / SIP Scanners

• Call Spoofing

• Removing a Number from Mobile Carriers' Spam Lists

Browser & Connectivity

• SameSite Cookie Issue — CTI and Iframe Login Failures

• Troubleshooting Connect

• Email Error Response Messages [internal Confluence reference, not migrated in this run]

Account & Access

• How to Reset a Lost or Forgotten Password [internal Confluence reference, not migrated in this run]

• How to Delete a User