Sharpen Q (Mobile Routing)

Overview

Mobile Routing allows Sharpen Q users to route queue interactions to their personal mobile phone, enabling them to handle calls from anywhere without being tied to a desk or computer-based audio device.

Mobile Routing is not enabled by default. If you do not see “Mobile Phone” as an option in your extension or Sharpen Q routing menu, contact the Sharpen Care team to request activation for your environment.

Before You Begin

Before a user can route calls to their mobile phone, a mobile number must be configured on their account. This can be done by either the user themselves or a Sharpen administrator.

Important Considerations

Mobile Routing introduces an additional telephony layer between Sharpen and your personal mobile carrier. Keep the following in mind before using this routing option:

Call Filtering and Spam Screening
- Many mobile devices have built-in spam filters or third-party call filtering apps, such as Hiya, Nomorobo, or carrier-level screening features, that may flag or block calls coming from Sharpen's bridging numbers and route them directly to voicemail before the agent ever hears them ring. If you find that interactions are not ringing your mobile phone as expected, check for any active call filtering or spam screening settings on your device and disable or whitelist the relevant numbers as needed. This is outside of Sharpen's control and will need to be resolved by the device owner.
Call Quality and Troubleshooting
- Because calls route through your mobile carrier, Sharpen has less control over call quality. Troubleshooting audio issues in mobile routing scenarios involves additional potential points of failure compared to computer-based audio, which can make diagnosis more complex.
How the Connection Works
- Mobile Routing uses a bridging process to connect Sharpen to your external device. For outbound calls, your mobile phone will ring first, and the call to the remote party connects once you answer. For inbound queue interactions, your mobile phone rings after you accept the interaction through the Sharpen Q interface.
Call Tracking
- Only calls handled through Sharpen Q are tracked in Sharpen. Calls placed directly to or from your mobile phone number outside of Sharpen Q will not appear in your interaction history or reports.

Setup

Administrator Setup

Log in to the Sharpen Admin portal at app.sharpencx.com or app.iz1.sharpen.cx — your administrator will confirm which URL applies to your organization.
From the top-left dropdown, navigate to the Admin application.
Select the Settings tab, then open Manage Users.

Locate the user account you want to update and click the Edit button.
In the Contact Details section, update the Mobile Number field.

Click Save at the bottom of the page to apply the change.

End-User Setup

Log in to app.sharpencx.com.
From the default end-user view, navigate to the Settings tab.

Scroll to the My Extension Settings section near the bottom of the page.
Update the Mobile Number field.

Click Save at the bottom of the page to apply the change.

Using Mobile Routing in Sharpen Q

Once a mobile number is configured on the account:

Navigate to Sharpen Q.
Open the Route Calls To dropdown in the Top Bar.
Select Mobile Phone.

A status indicator will appear in the Sharpen Q interface confirming that mobile routing is active. You are now ready to handle Sharpen Q interactions through your mobile phone.