Anthony Wong

PROVISIONING CISCO SPA SERIES PHONESCreating an extension to associate with a newly provisioned Cisco phone requires a user to be created. Creating the user, and defining the extension within the u...

OverviewThe Internal Controls section of the Interaction Window gives agents the tools they need to manage an active interaction from start to finish. From here you can place a customer on hold, tr...

What are APIs?APIs (Application Programming Interface) can be integrated with external applications to interact directly with the Sharpen application. APIs are a great way to get additional informa...

This article covers how to handle multiple, simultaneous interactions. While interaction-switching is not a default setting/feature, it can be enabled (or disabled) on a Q by Q basis [internal Conf...

The BasicsIf enabled, Sharpen Q Voicemail allows customers to leave a voicemail for the Q rather than a personal extension. This is beneficial for after hours or scheduled breaks.When a voicemail e...

The BasicsInbound SMS/MMS messages look identical to messages within a phone interaction. The messages still display within the Q Tab.However, there is one noticeable difference about the interacti...

This article covers how to handle inbound interactions in Sharpen Q.    Topics covered include: Navigating the Activity Side Panel to view and answer inbound interactions, Using internal controls t...

OverviewBefore beginning to take interactions, agents should take a few moments to confirm they are properly set up in Sharpen Q. This includes verifying your receiving status, confirming your call...

OverviewIn some cases it may be necessary to customize a Polycom phone's display beyond the default Sharpen configuration, such as adding additional line keys, updating display names, or adding ext...

OverviewMaintaining accurate and up-to-date billing information within the Sharpen platform is essential to ensuring uninterrupted service. Outdated or missing billing details can result in suspens...