Anthony Wong

Follow the steps below to gather diagnostic logging from a Yealink IP phone. Please take note of your phone’s software version. The steps below are slightly different. Lower than v80 looks like thi...

This article provides the steps to manually configure a Yealink phone to connect to Sharpen in the absence of automatic provisioning through Yealink RPS. PreparationBefore beginning the provisionin...

Sharpen’s Insights tool provides native access to listen to and download recordings. However, some may want to retrieve call recordings outside of the to application interface. This document descri...

OverviewSome Bluetooth headsets may experience automatic volume adjustments while in use with the Chrome browser, which can result in the microphone gradually lowering in volume and eventually muti...

OverviewSharpen can automatically transcribe call interactions into text, giving you a written record of conversations that can be reviewed in Insights or the Interaction Record alongside the call ...

OverviewSharpen's Integration panel in Logic+ allows you to connect your call flows to virtually any platform that exposes a REST API. Because REST is the standard interface used by the vast majori...

OverviewThe Transfer to Queue panel routes a caller to a designated agent queue within your Sharpen environment. It is the standard way to hand a caller off to a live agent from within a Logic+ flo...

OverviewThe Play Message panel plays audio prompts to callers, either from a prerecorded audio file or via text-to-speech (TTS) conversion. It can also collect caller input through DTMF keypad entr...

OverviewThe Transfer to Classic Logic panel initiates an agentless outbound phone call through Classic Logic. It is designed specifically for use with OmniOut agentless campaigns and is not intende...

OverviewThe Transfer to External panel transfers a caller to a designated external phone number based on their path through the IVR flow. It is used when an interaction needs to be routed to a cont...