Anthony Wong

This guide is useful if you are working with SharpenCare to troubleshoot audio issues using Sharpen Q phone. This process allows the gathering of RTP(media) from the browser webRTC traffic. This is...

OverviewA Queue transfer sends an active interaction to a different queue when the customer needs to be rerouted, but you do not have a specific agent in mind. This is the right option when a custo...

When troubleshooting WebRTC connectivity issues, it is helpful to confirm whether or not the client can successfully reach the necessary STUN server. Having a proper connection to STUN is a critica...

Now that the campaigns have been configured in both Salesforce and Sharpen, it’s time to add leads/campaign members to the appropriate campaigns in Salesforce. Navigate to your campaign, and add yo...

A prerequisite to this step is that all of the prior sections have been completed.Getting StartedNow that your campaign and contact data is prepared, it is time to begin building your cadence withi...

Creating a New CampaignOnce you’ve setup your Salesforce Connection and added the Campaign Member Object fields, it is time to set up your campaign. Navigate to the Campaign Object, then click New ...

OmniOut allows you to configure 1 call script, 1 message template, and/or 1 email template per cadence stage. Below are additional details about each type of template.Call ScriptThe call script bui...

After you’ve installed the integration to Salesforce, you’ll need to add a few additional fields to your campaign. This change only needs to be done once—so you may only need to spot check the requ...

This article is broken into multiple sections. Use the links below to jump to a specific section.Q ClassificationsIt is necessary to create a Q classification for each potential end result of an Om...

When using Salesforce as the data source for OmniOut campaigns it’s necessary for the Sharpen Admin and the Salesforce Admin to work in unison. It’s suggested that this is done over a conference ca...