Sharpen

Contact Information

Sharpen Care:

• 1-855-249-3357 Option 2 (Urgent Issues Only)

• For non urgent issues, open a case with their support department using the template in this article.

Configuration Questions:

• Jason Young, Client Success Manager

• jyoung@sharpencx.com

System Requirements

In order for support agents to take full advantage of Sharpen’s features, their devices must meet the following hardware and software requirements.

• OS: Windows 7 or OS X Yosemite 10.10 or greater (64-bit on both)

• CPU: Intel or AMD CPU released after 2010

• Memory: 6 GB RAM or greater

• Network: 10/100 NIC (wired) or greater or 802.11n (wireless) or later

• Display: 1680×1050

• IP Phones: Polycom VVX Series, IP Series, Soundpoint Series or Yealink’s Txx or Wxx Series

• Headsets: Any USB or 3.5 mm headset properly recognized by the client workstation and web browser. Wireless headsets are discouraged, and Sharpen does not officially certified or support any particular headset due to the wide variety on the market.

• Browser: Google Chrome (Past 3 revisions)

Sharpen Agent Training and Documentation

One of the most appealing features of the Sharpen platform is the vast amount of documentation and training materials they have for agents to get started with.

• The Sharpen eLearning Portal contains guided lessons on how to use every aspect of the platform. New hires and those who need a refresher are advised to make this their first stop.

• The SharpenCare Knowledge Base contains easily searchable articles that cover everything from general use to troubleshooting. Agency find themselves stuck should refer to this resource prior to escalating with Sharpen.

Sharpen Reporting

Another huge advantage Sharpen has over previous phone systems is the accurate and easily accessible reporting system available to administrators. The image below shows a sample of the Daily Report which shows all the metrics for a 24 hour period.

Sharpen Escalation Template

For issues that are not resolved through standard troubleshooting methods, Sharpen asked that we use the following template for reporting issues to their internal helpdesk. These should be opened up via the Service Desk, email, or phone.

• Problem Description

  • • Explain what is happening

    • Provide queue name and/or call flow name

    • Provide agent names

• Impact/Priority

  • • What is the impact on your business?

• CallerID

• Dialed Number

• Date/Time of impact

  • • When did this happen?

    • If more than once, provide all examples

• Frequency

  • • How often are you experiencing this issue?

• Queue Call Manager ID

  • • Go to Insights

    • Use the Interaction Summary Report to find the QCMID for the interaction(s)

• Applicable full-screen screenshots

  • • DO NOT send a case in with only screenshots.

    • Screenshots should be a supplement to the information above.