Anthony Wong

SummaryThis document is meant as a guide on all necessary steps for creating an OmniOut campaign with Salesforce as the campaign’s data source. Please use the table of contents below to navigate to...

OverviewSharpen Data Management is a feature available to all Sharpen customers that provides control over data retention policies for interaction data housed within the Sharpen platform. Administr...

This article reviews the specific API calls used to gather an email attachment and download it from a temporary link.Getting Email AttachmentUse the Get Email Record api:curl --request POST \  --ur...

This article describes how to configure and use email signatures in Sharpen Q.Signature setupSignatures are configured per user through the Admin>Manage Users configuration page Navigate to Manage ...

OverviewBy default, Sharpen transcribes post-call recordings in English. You can change the transcription language to Spanish by assigning the lang_es Q Skill to an interaction. Because Q Skills ca...

Quick linksIntroductionSetting up a packet capture may be necessary in times of troubleshooting IP phone connectivity or call quality issues. This guide describes how to remotely or locally setup a...

OverviewMicroSIP is a lightweight, open-source SIP softphone for Windows that can be useful for troubleshooting extension and call path issues within Sharpen. This article covers how to configure M...

This article describes how to use, and the purpose, of the networktest_core Powershell script.Video TutorialThis video tutorial shows the process of using Powershell v7.1 or greater and running the...

In the event that a Queue call recording needs to be accessed outside of the Insights interface, an API call can be utilized to create a URL that allows the user to download the recording. This API...

OverviewThe WFM Community API provides two endpoints for integrating Sharpen queue and agent data with external workforce management tools: Historical — Returns interval-based queue interaction dat...