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MyQ Direct Configuration

MyQ Direct Configuration

Overview

MyQ Direct is a Sharpen feature that enables queue calls to route directly to an agent's desk phone without requiring the agent to be logged into the Sharpen Q application. This allows organizations to leverage queue functionality, including call recording, transcription, and Sharpen AI features such as summarization, sentiment analysis, and AI scoring, even when agents are working solely from a desk phone. Interactions handled through MyQ Direct are fully visible in Insights under the Queue Activity and Queue Segment Activity data sources.

To enable this feature, a feature flag must be activated. Required Feature Flag "MyQ" - This can be added to your organization by request through Sharpen Care, or through your Customer Success Manager.

Steps to Configure:

Route Inbound Calls to MyQ

  • Go to Admin → Configuration → Inbound Routes.

  • Assign the desired Inbound Route to the agent's MyQ.

    • Inbound Routes

  1. Locate the Agent's MyQ

    • Navigate to Admin → Configuration → Sharpen Q.

    • Find the agent's MyQ in the list.

      • Sharpen Q

  2. Verify 'Exit No Agents' Setting

    • Ensure the 'Exit No Agents' setting is toggled off. (Enabling this feature will disrupt MyQ Direct functionality.)

    • Configuring the 'Max Wait' setting to Voicemail (Extension), or another Queue, is suggested - otherwise the call will attempt to ring the user again. (Related Documentation: Voicemail to Email)

    • Sharpen Q Settings

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  3. Configure the Agent's Extension

    • Go to Admin → Configuration → Extensions.

    • Find the agent's extension and click to edit.

    • Set the following Call Path Routing Options:

      • Status: Available

      • Available: Desk Phone

      • Unavailable: MyQ

        • Call Path

    • Click Save to apply the changes.

  4. Edit the Agent's User Configuration

    • Go to Admin → Settings → Manage Users.

    • Locate the agent's user account and click to edit.

      • Manage Users

    • Verify the following settings:

      • Agent Wrap-Up Time in Seconds: Set to 0.

        • Wrap Up Settings

      • License: Set to customerCare-Empower - MyQ.

        • Required License

      • Pause Settings: Disable all Pause-related settings.

        • Pause Settings

      • Queues: Ensure the agent is assigned and logged in only to their MyQ.

        • Agent Queue Settings

    • Click Save to finalize the changes.

Ensure agents using MyQ Direct are not paused.
(Paused agents cannot receive calls to their desk phone.)

These steps will ensure proper MyQ Direct functionality for the agent.