In order to leverage “Route to Mobile” for Sharpen Q users, your environment first needs to be setup for Mobile routing usage.

• This functionality is not enabled by default and a request will need to be opened with the SharpenCare team to activate this, if you do not already see the ‘Mobile Phone’ option in any extension or Sharpen Q drop-down menu.

Once activated, users can leverage their configured mobile number to facilitate phone calls through Sharpen Q. Follow the steps below to make sure you are set up for mobile routing and then you’re good to go!

Setup

Configuration of a mobile number can be achieved by both an end-user and a Sharpen Administrator. This section of the guide will detail both ways that a mobile number can be updated/added for an account in the Sharpen environment.

Admin Setup

1. Navigate to app.sharpencx.com or app.iz1.sharpen.cx (your admin will let you know which link applies to your organization), and log in with your Sharpen credentials or Single Sign-On.

2. Navigate to the Sharpen Admin application (using the drop-down menu in the top-left of the page)

3. Access the Settings tab, and select the “Manage Users” container

4. Open

   

5. Find the user account you’re wanting to set a mobile number for, and hit the edit button to bring up the account record

6. Open

   

7. Update the “Mobile Number” field in the contact details section of the page

8. Hit the “Save” button at the bottom of the page to commit the change/update

End-User Setup

1. Navigate to app.sharpencx.com

2. While accessing the End-User application page (this is the default navigation, upon login), navigate to the “Settings” tab

4. Scroll towards the bottom of the page and locate the “My Extension Settings” sub-section

5. Update the “Mobile Number” field accordingly

6. Make sure to hit the “Save” button at the bottom of the page to commit the change

Use

Once an account has a mobile number configured, you’re ready to place handle calls through Sharpen Q with your mobile phone.

1. Navigate to Sharpen Q

2. Using the ‘Route Calls To:’ selection menu, you should now see a setting for ‘Mobile Phone’

4. After updating your selection, you should see a status indicator displayed in the Sharpen Q interface

6. At this stage you are now ready to use your mobile phone as the Sharpen Q audio endpoint!

Notes

Please note that “routing to mobile” establishes an additional telephony layer to your own personal mobile carrier. For this reason…

• Sharpen has less control over the success of the call. Troubleshooting call quality issues now involve additional points of failure, thus making these cases more difficult to isolate.

• A “connection call” to your mobile phone is necessary (Bridging the Sharpen system to your external device).

  • When placing a call through Sharpen Q, it will first ring your mobile phone, then connect to the remote end. If receiving a call through Sharpen Q, your mobile phone with ring after answering through Sharpen Q.

• Calls placed directly to or from your mobile will not be tracked in Sharpen.