---
title: Competitive Wallboard V18
description: "[VoIPTools Competitive Wallboard for 3CX phone system](https://www.youtube.com/embed/wBR0pSq5M1U?feature=oembed) # Introduction ***Boost Call Center Performance with 3CX Competitive Wallboard: Real-time Agent Rankings and Motivation*** Discover the power of 3CX Competitive Wallboard for call center managers and agents. This web application offers real-time…"
url: "https://voiptools.com/docs/competitive-wallboard-v18/"
updated: "2024-10-15"
category: "Tools - V18"
---

# Competitive Wallboard V18

[VoIPTools Competitive Wallboard for 3CX phone system](https://www.youtube.com/embed/wBR0pSq5M1U?feature=oembed)

# Introduction

***Boost Call Center Performance with 3CX Competitive Wallboard: Real-time Agent Rankings and Motivation***

Discover the power of 3CX Competitive Wallboard for call center managers and agents. This web application offers real-time visual representations of agent performance and rankings, fostering healthy competition and driving productivity. Monitor agent performance, track rankings, and stay informed about progress towards quotas. Revolutionize call center management with this user-friendly tool that empowers managers and agents to achieve success.

## What is 3CX Competitive Wallboard?

The 3CX Competitive Wallboard is a renowned industry leaderboard that monitors real-time agent performance. It fosters healthy competition among agents by showcasing performance rankings for the day, week, and month. Managers have customization options to tailor displayed statistics and set quotas to drive productivity. Historical trend insights enable comprehensive reporting for informed decision-making. Agents can only access the displayed information, ensuring confidentiality and encouraging personal performance improvement based on peer benchmarks.

## Why choose 3CX Competitive Wallboard?

| ![](https://voiptools.com/wp-content/uploads/2023/01/agent-performance-2.png) | **AGENT PERFORMANCE** | Identify top-performing agents who have achieved the highest call volume and recognize diligent agents who have met their call targets for the current month, week, and day. |
| --- | --- | --- |
| ![](https://voiptools.com/wp-content/uploads/2023/01/management-visibility-1.png) | **MANAGEMENT VISIBILITY** | Gain valuable insight into your team's productivity as a manager. Identify top performers and those in need of support instantly, empowering you to optimize performance and make informed decisions in real-time. |
| ![](https://voiptools.com/wp-content/uploads/2023/01/enhanced-accountability-1.png) | **ENHANCED ACCOUNTABILITY** | Access tangible and practical data instantly, enabling informed decision-making based on crucial performance metrics. |
| ![](https://voiptools.com/wp-content/uploads/2023/01/profile_status-512.webp) | **AGENT STATUS** | Monitor the availability and duration of phone status changes in real-time. |

# Prerequisites

**Before installing 3CX Competitive Wallboard, you need to ensure that your computer meets the minimum requirements mentioned below:**

- 3CX Version 18
- Windows 10 or above / Windows Server 2012 or above (64 bit)
- Microsoft SQL Server 2016 or above (Including the free SQL Express edition)
- Microsoft .Net 4.7.2
- VoIPTools’ 3CX Relay Service installed on the 3CX server.
- [Microsoft Internet Information Server (IIS)](https://voiptools.com/docs/iis-features-and-configuration/) 7.0 or above
- Install .NET Core SDK. For this, go to the link [https://www.microsoft.com/net/download.](https://dotnet.microsoft.com/en-us/download)  From the Windows section, under .NET Core, select Download .NET Core SDK.  Install the software on your VoIPTools server.
- Minimum of 8GB RAM.
- Static IP for VoIPTools and 3CX servers
- Port number **7250 **opened on your device.

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE**:
>
>
>
> You need a Static IP for both VoIPTools and 3CX servers to ensure proper two-way communication, both the 3CX server (Relay) and the VoIPTools server. Dynamically assigned IP addresses are not supported. Additionally, it is recommended to use HTTPS for secure communication, which requires a FQDN for SSL/TLS certificate validation between the VoIPTools server and the Relay.

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE**:
>
>
>
> While installing SQL Server, ensure the following,
>
>
>
> - Uninstall the previous versions of SQL Management Studio manually before installing the new version.
> - *Install it in “Mixed Mode” to include SQL Authentication, and install SQL Management Studio*

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE**:
>
>
>
> - Installation on a domain controller may require additional assistance
> - When installing IIS, be sure to install Basic Authentication, .Net Extensibility, and ASP.Net 4.X

# Installation overview

| ![](https://voiptools.com/wp-content/uploads/2023/01/1-2.png) | **[DOWNLOAD SOFTWARE](https://voiptools.com/docs/competitive-wallboard-v18/#6-toc-title)** | You can order 3CX Competitive Wallboard online at [https://www.voiptools.com](https://voiptools.com/downloads/).  Your order confirmation email will include your license key and a link to download the software. |
| --- | --- | --- |
| ![](https://voiptools.com/wp-content/uploads/2023/01/2.png) | **[INSTALL PREREQUISITES](https://voiptools.com/docs/competitive-wallboard-v18/#7-toc-title)** | To install 3CX Competitive Wallboard, you must first install several prerequisites. These prerequisites encompass the installation of Microsoft Internet Information Server (IIS) and Microsoft SQL Server. |
| ![](https://voiptools.com/wp-content/uploads/2023/01/3.png) | **[INSTALL 3CX COMPETITIVE WALLBOARD](https://voiptools.com/docs/competitive-wallboard-v18/#11-toc-title)** | This User Guide contains step-by-step instructions to successfully install 3CX Competitive Wallboard. Begin by extracting the installer from the downloaded zip file, then run the setup program named **CompetitiveWallboard.exe** |
| ![](https://voiptools.com/wp-content/uploads/2023/01/4.png) | [**REGISTER YOUR SOFTWARE**](https://voiptools.com/docs/competitive-wallboard-v18/#12-toc-title) | You must register your license key to activate 3CX Competitive Wallboard. Your license key is included in your order confirmation email, and can also be found in your order history on our website. |

# Step-by-Step Installation Procedure

The following section will guide you through a detailed walkthrough of the installation process.

## Step 1: Download 3CX Competetive Wallboard

1. Find the software download link in the **Order Confirmation Email**, or you can find it in your order history on our website and download the 3CX Competetive Wallboard application.
2. In the**Microsoft Defender SmartScreen**, click the**More Info** option.

![](https://voiptools.com/wp-content/uploads/2023/05/defender-1.png)
Figure 1: Microsoft Defender: More info

1. Click the **Run Anyway** option to start the installation.

![](https://voiptools.com/wp-content/uploads/2023/05/competetive-wallboard.png)
Figure 2: Microsoft Defender: More info screen

## **Step 2:  Install Prerequisites**

Click on the software installer that was downloaded in step 1 above. The installation wizard will automatically identify the needed prerequisites and assist you with the install of the prerequisites needed to run ‘3CX Competitive Wallboard’. These include .NET Framework (Web Installer), SQL Server Express (Web Installer) and, SQL Server Management Studio.

1. Click the downloaded installer executable to launch the **Prerequisites Setup Wizard** and click **Next.**

![](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Competitive-Wallboard-Prerequisites-Setup-Wizard-1.png)
***Figure 3: Prerequisites Setup Wizard***

1. In the **Prerequisites** window, the installer will identify the missing prerequisites. It is important that you install all the required prerequisites. However, you can select/unselect the applications to be installed based on your unique requirements. Click **Next** to continue.

![](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Competitive-Wallboard-Select-Prerequisites-to-Install-1.png)
***Figure 4: Select Prerequisites to Install***

The installer will download and install the selected applications.

![](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Competitive-Wallboard-Prerequisites-installation-in-progress.png)
***Figure 5: Prerequisites installation in progress***

1. In the **Microsoft SQL Server License Terms **click the **Accept **button to acknowledge the license terms and continue.
   - This page appears if do not have **SQL Server Express** preinstalled in your device.

![](https://voiptools.com/wp-content/uploads/2024/03/1.png)
***Figure 6: SQL Server Express: Accept License Terms***

1. View the SQL Server Media target location in the **Media Location** field. If required, you can click the **Browse**button to change the location. Click **Install** to begin the installation of SQL Server Express.

![](https://voiptools.com/wp-content/uploads/2024/03/2.png)
***Figure 7: SQL Server Express: Target Location***

SQL server installation is in progress. This may take several minutes to complete.

![](https://voiptools.com/wp-content/uploads/2024/03/3.png)
Figure 8: SQL Server Installation In Progress

1. Click the **Close**button once the prerequisites are installed.

![](https://voiptools.com/wp-content/uploads/2024/03/4.png)
***Figure 9: SQL Server Express: Installed Successfully***

Microsoft SQL Management Studio installation is in progress. This may take several minutes to complete.

![](https://voiptools.com/wp-content/uploads/2024/03/5.png)
***Figure 10: Microsoft SQL Server Management Studio: Installation in progress***

1. During the installation of SQL Server Management Studio, you must reboot your computer.  Click **Yes** to reboot the computer.

![](https://voiptools.com/wp-content/uploads/2023/09/screenshot-competitive-wallbaord-Reboot-confirmation.png)
*Figure 11: SQL Server Management Studio: Reboot your computer*

## **Step 3: Start the installation Process**

1. After all the prerequisites are installed, the **3CX Competitive Wallboard Setup Wizard** appears. Click **Next** to Continue.

![](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Competitive-Wallboard-3CX-Competitive-Wallboard-Setup-Wizard.png)
***Figure 12: 3CX Competitive Wallboard Setup Wizard***

1. On the **Select Installation Folder** window, the **Folder** field displays the location where the ‘3CX Competitive Wallboard’ will be installed. Note that you cannot change the path.
2. Click **Next** to continue with the installation.

![](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Competitive-Wallboard-Installation-Folder-Location-3.png)
***Figure 13: Installation Folder Location***

## Step 4: Test Relay Settings

1. In the **3CX Relay Services** window, in the **Relay Host** field, enter the FQDN of your 3CX server.
2. Enter*880*1 in the **Relay Port** field.
3. Enter the *public key*you took from **VoIPTools Relay services**in the **Public Key**text area.

![](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Competitive-Wallboard-Configure-Relay-services.png)
***Figure 14: Configure Relay services***

1. Click the **Test Relay Settings**to confirm ‘3CX Auto Logout’ can communicate with the Relay services running on the 3CX server.
2. If the ‘3CX Competitive Wallboard’ is successfully able to communicate with the Relay services that run on the 3CX server, a **Success** message box appears. Click **OK**. If the test fails, you will not be able to continue until communication with the relay is established.
3. Click **Next** to continue with the installation.

![](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Competitive-Wallboard-Test-Relay-Success.png)
******Figure****** ***15: Test Relay Success***

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE:**
>
>
>
> - You must set the Relay Port to 8801.
> - *If the Relay test fails, you cannot continue the installation until you establish communication with the Relay.* If the test was unsuccessful,
>   - Confirm you have the correct firewall port open (default TCP 8801) on the 3CX server and the firewall protecting the 3CX server.
>   - Confirm that you have entered the correct FQDN for the 3CX server.
>   - Confirm that the 3CX Auto Logout and Relay use the same port and protocol.

## **Step 5: Configure the database**

1. When configuring 3CX Competitive Wallboard, select an existing Microsoft SQL Server instance in your environment.  The database server can be a **[remote SQL Server](https://voiptools.com/docs/configure-sql-server-for-remote-access-over-internet/)**, or a local instance running on the VoIPTools server.

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE**:
>
>
>
> We encourage you to use SQL Authentication rather than Windows authentication.  Many of our tools leverage a Call Flow Designer (CFD) application running on the 3CX.  Frequently our CFD applications require access to a SQL database.  If the 3CX server and the database server are not in an Active Directory domain, Windows authentication will fail.  To use SQL authentication, your SQL Server must be configured to run in “Mixed Mode”.  If you installed SQL Server with one of our tools, we configure SQL in “Mixed Mode”.

![](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Competitive-Wallboard-SQL-Authentication-2.png)
***Figure 16: SQL Authentication***

1. To use SQL Authentication, be sure to *uncheck* the **Trusted Connection** checkbox.
2. In the** Username** and **Password** fields, enter valid SQL login account credentials
3. To use Windows Integrated Authentication (not recommended), check the **Trusted Connection (Windows integrated authentication)** checkbox.
4. In the **Database** field, the installer will automatically display the default database name.  We encourage you to use the default name.  If you are upgrading or reinstalling 3CX Competitive Wallboard, select the existing database name from the list.
5. Click the **Test SQL Connection** button to confirm connectivity to SQL Server and then click **Next** to continue.

![](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Competitive-Wallboard-Database-connection-success-result.png)
****Figure 17: Database connection success result****

## **Step 6: Installing 3CX Competitive Wallboard**

1. In the **Ready to Install **window, click **Install** to start the installation of the ‘3CX Competitive Wallboard’.

![](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Competitive-Wallboard-Install-3CX-Competitive-Wallboard-2.png)
***Figure 18: Install 3CX Competitive Wallboard***

The application installation progresses. This may take several minutes to complete.

![](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Competitive-Wallboard-nstallation-of-‘3CX-Competitive-Wallboard-in-Progress.png)
***Figure 19: Installation of ‘3CX Competitive Wallboard’ in Progress***

1. Once the installation is complete, click **Finish**.

![](https://voiptools.com/wp-content/uploads/2023/02/Screenshot-Competitive-Wallboard-Installation-Complete-2.png)
***Figure 20: Installation Complete***

## **Step 7: Register your Software**

1. Double-click the **3CX Competitive Wallboard** ![](https://voiptools.com/wp-content/uploads/2023/01/competitive-wallboard.png) desktop icon to open the web application.
2. On the **Login page,**do the following tasks,
   1. In the **Extension **field, enter *your 3CX extension number*.
   2. In the **PIN **field, enter *your 3CX voicemail PIN*.
   3.  Click t**he Login **button to log in to your account.

![](https://voiptools.com/wp-content/uploads/2023/03/screenshot-cw-web-portal-login.png)
*Figure 21: 3CX Competitive Wallboard – Web Portal login*

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon-2.png)**NOTE:**
>
>
>
> When you first install the Wallboard, all users are treated as a “managers”. This gives you access to the settings pages where you configure the Wallboard extension group.
>
>
>
> Once the extension group is created in 3CX and configured in the Wallboard, then you must be a member of any of the extension groups to access the wallboard, and you must be a manager of any of the extension groups to make changes to the wallboard configuration.

1. In the **License **tab, enter your registration information in all the required fields (Note the red dot denotes a required field).
2. Click the **Register** button.

![](https://voiptools.com/wp-content/uploads/2023/06/screenshot-competitive-wallboard-license-page.png)
*Figure 22: Register Software*

1. In the **Settings** section and from the **Extension Group Name** dropdown list, select the desired extension group name you want to set as the default one. Click **[here](https://voiptools.com/docs/competitive-wallboard-v18/#62-toc-title)**to learn how to create a new extension group in 3CX.

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE:**
>
>
>
> You cannot view the **_DEFAULT_**and **Favorite**groups created in 3CX Competitive Wallboard

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-CW-V18-select-ext-group-name-1024x887.png)
*Figure 23: Select Extension Group Name*

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE:**
>
>
>
> You can view all the tabs if you are either a manager of any groups in the 3CX Console Management or have admin rights to the 3CX Console Management.

1. At the footer of the page, click **Save**.

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-CW-V18-save-button-1-1024x887.png)
Figure 24: Save button

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE**:
>
>
>
> - The license key permits you to install the software on one computer. This is not free software.
>
>
>
> - *It is mandatory to select ‘Extension Group Name’ to continue accessing the other screens of the application. If you are an existing user, then you can continue accessing the application with the previously selected default extension group.*

# Web Portal

To access the **3CX Competitive Wallboard** web portal, click the **Web Portal** button on the configuration program, or click on the desktop icon that was created during the installation process (3CX Competitive Wallboard Web).

## Login Rights

3CX Competitive Wallboard lets users log in as **[Agents](https://voiptools.com/docs/competitive-wallboard-v18/#16-toc-title)**and as [**Managers**](https://voiptools.com/docs/competitive-wallboard-v18/#15-toc-title). Separate logins for agents and managers serve to control access, bolster security, customize experiences, enforce accountability, and streamline usability. This approach restricts unauthorized access, safeguarding sensitive functions. Managers, who often require more advanced privileges, can access tailored tools and settings

### Manager Rights

As a manager, you can perform the following activities in the Wallboard application:

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE:**
>
>
>
> To view all the tabs, you must have one of the following rights: either be a manager of any groups in the 3CX Console Management or have admin rights to the 3CX Console Management.

- A manager can view and access data in all the menu options available in the Competitive Wallboard web portal.

![](https://voiptools.com/wp-content/uploads/2024/08/screenshot-CW-V18-manager-login-1024x328.png)
*Figure 25: Manager Login screen showing all the menu options*

As a manager, you can perform the following tasks,

- **[Activate](https://voiptools.com/docs/competitive-wallboard-v18/#23-toc-title)**/ **[Inactivate](https://voiptools.com/docs/competitive-wallboard-v18/#24-toc-title)** an agent.
- **[Add a new agent.](https://voiptools.com/docs/competitive-wallboard-v18/#22-toc-title)**
- **[Send a group message to your agents.](https://voiptools.com/docs/competitive-wallboard-v18/#28-toc-title)**
- **[Change the name of the existing agents.](https://voiptools.com/docs/competitive-wallboard-v18/#27-toc-title)**
- **[Upload new pictures or edit pictures of your agents.](https://voiptools.com/docs/competitive-wallboard-v18/#26-toc-title)**
- View an agent's idle time during the shift hours of the day and since the latest call.
- View the current status of an agent and the time since the current status has been changed. **[View and export the complete status of your agents.](https://voiptools.com/docs/competitive-wallboard-v18/#33-toc-title)**
- **[View agent's custom statuses.](https://voiptools.com/docs/competitive-wallboard-v18/#38-toc-title)**
- **[Set inbound and outbound day, week and month call quotas for any agent.](https://voiptools.com/docs/competitive-wallboard-v18/#25-toc-title)**
- **[Configure font size for the ‘Wallboard’ screen.](https://voiptools.com/docs/competitive-wallboard-v18/#36-toc-title)**
- **[Specify the 3CX Extension Group to monitor.](https://voiptools.com/docs/competitive-wallboard-v18/#40-toc-title)**
- **[Edit extension group.](https://voiptools.com/docs/competitive-wallboard-v18/#39-toc-title)**
- **[Set ‘Minimum Call Duration’ (in seconds) for an extension group](https://voiptools.com/docs/competitive-wallboard-v18/#41-toc-title)**so that a call can stand eligible for call count only after it reaches the set time.
- **[Set ‘Work hours type’ for an extension](https://voiptools.com/docs/competitive-wallboard-v18/#42-toc-title)** so that the calls made in the set working hours will stand eligible for call count.
- **[Set the ‘Sort Order’ setting for ‘Inbound’ or ‘Outbound’ calls in the ‘Wallboard’ screen](https://voiptools.com/docs/competitive-wallboard-v18/#43-toc-title)** to display the agents in descending order based on their inbound or outbound call count.
- **[Reorganize the order of columns in the wallboard screen except that the ‘Picture’ column is always the first one.](https://voiptools.com/docs/competitive-wallboard-v18/#55-toc-title)**
- **[Hide one or more columns in the wallboard screen except ‘Picture’ column.](https://voiptools.com/docs/competitive-wallboard-v18/#56-toc-title)**
- **[View and export call log reports in various formats.](https://voiptools.com/docs/competitive-wallboard-v18/#30-toc-title)**
- **[Customize the color, logo, and other elements to establish your brand identity.](https://voiptools.com/docs/competitive-wallboard-v18/#57-toc-title)**

### Agent Rights

As an ‘Agent’, you have the following rights:

- Agents can view only **Wallboard**, **Queues**and **About** screens.
- An agent cannot edit any data.
- Can view all the grid columns.

![](https://voiptools.com/wp-content/uploads/2024/08/screenshot-CW-V18-agent-login-limited-menu-1024x328.png)
*Figure 26: Agent Login screen showing limited menu options*

## Wallboard

**The Wallboard** screen displays the list of all the active agents of the saved extension group and their current call statistics. Here, you can view which agent has made the most calls and who has met their call quotas.

### **Features of Wallboard Screen**

![](https://voiptools.com/wp-content/uploads/2024/08/screenshot-CW-V18-agents-call-quota-and-quota-met-1024x153.png)
*Figure 27: Wallboard showing agents, call quota and agents who met call quota*

- **The Wallboard** screen can be viewed by agents who are assigned either ‘Manager,’ '3CX Admin' or ‘Agent’ roles.
- **The Wallboard** screen displays data as per the selected **Extension Group Name**. In the **Config Settings** screen, if you have configured **3CX Extension Groups** to display data according to the timer, then the **Wallboard **screen displays data of all the extension groups that are a part of the loop one after the other for a specified number of seconds.

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE:**
>
>
>
> In the Wallboard screen, once you select an extension group that is not a part of the loop, the loop will break and the Wallboard will display data related to the selected group only. If you want to restart the loop, then select an extension group that is a part of the loop.

- If you have configured a **Group Message** for desired extension group in the **Agents **screen, then the **Wallboard** screen displays the group message when you select that group from the **Extension Group Name** dropdown list.

![](https://voiptools.com/wp-content/uploads/2024/08/screenshot-CW-V18-group-message-1024x414.png)
*Figure 28: Group Message*

- The **Wallboard** screen displays the list of all the agents associated to the group that you select from the **Extension Group Name** drop-down list.
- Depending on the Sort Order setting (Inbound/ Outbound) that you have selected in the **Settings** screen, the **Wallboard** screen displays the agent’s information in the following way:
  - If the **Sort Order** setting is **Outbound**, then the agents will be displayed in descending order based on the outbound call count*.*

![](https://voiptools.com/wp-content/uploads/2023/01/MicrosoftTeams-image-16-1024x471.png)
*Figure 29: Wallboard Screen with ‘’Sort Order’ setting as ‘Outbound’*

- - If the **Sort Order** setting is **Inbound**, then the agents will be displayed in the descending order based on inbound call count.

![](https://voiptools.com/wp-content/uploads/2023/01/MicrosoftTeams-image-16-1-1024x471.png)
*Figure 30: Wallboard Screen with ‘Sort Order’ setting as ‘Inbound’*

- - If the **Sort Order** setting is **Outbound** and if the daily outbound call count for any two agents is the same, then the agent with the highest **Outbound Talk Time** for the day will be displayed above the other agent.
  - If the **Sort Order** setting is **Inbound** and if the daily inbound call count for any two agents is the same, then the agent with the highest **Inbound Talk Time** for the day will be displayed above the other agent.

- If an agent has not yet met their quota, their quota will be displayed in **RED**.
- Once the call quota is reached for any agent, the color will change to **GREEN**.

![](https://voiptools.com/wp-content/uploads/2023/01/Screenshot-Competitive-Wallboard-Indicating-agent-who-met-their-quotas-1024x406.png)
Figure 31: Wallboard screen indicating agents who met their quotas

- The footer of the Wallboard screen displays the sum of outbound calls of all the agents per day/ week/ month, sum of inbound calls of all the agents per day/ week/ month, and the average percentage of answered inbound/ outbound calls of all the agents per day.
- The Wallboard screen displays **Idle Time** data only when you select **Work hours type** as **Shifts** in the **Settings** page. **Idle Time** is an active timer that runs to display the amount of idle time of an agent during shift hours.
- **Presence** displays the current **Agent Status** and the **Time** since the latest updated Agent Status in the ‘3CX Smart Phone’.

![](https://voiptools.com/wp-content/uploads/2024/08/screenshot-CW-V18-idle-time-and-presence-data-1-1024x384.png)
*Figure 32: Wallboard screen displaying ‘Idle Time’ and ‘Presence’ data*

### **Columns Definition:**

| **PICTURE** | Displays the image for an agent. You can upload new or edit an existing image from **Agents** screen |
| --- | --- |
| **EXTENSION** | Extension number of an agent |
| **AGENT NAME** | Name of an agent |
| **OUTBOUND CALLS** | The **Day**reprsents the number of outbound calls made and answered by an agent for the day. The**week** represents the number of outbound calls made and answered by an agent for the week. The **Month** represents the number of outbound calls made and answered by an agent for the month. |
| **OUTBOUND QUOTA** | The**Day** represents the outbound call quota of an agent for the day. The **Week** represents the outbound call quota of an agent for the week. The **Month** represents the outbound call quota of an agent for the month. |
| **INBOUND CALLS** | The **Day** represents number of inbound calls attended by an agent for the day. The **Week** represents number of inbound calls attended by an agent for the week. The **Month** represents the number of inbound calls attended by an agent for the month. |
| **INBOUND QUOTA** | The **Day** represents the inbound call quota of an agent for the day. **The Week** represents the inbound call quota of an agent for the week. The**Month** represents the inbound call quota of an agent for the day. |
| **OUTBOUND ATTEMPTS** | Number of outbound call attempts made by an agent for the day |
| **TALK TIME** | **Inbound** represents the total talk time of all the answered inbound calls of an agent for the day. **Outbound **represents the total talk time of all the answered outbound calls of an agent for the day. **Total** represents the sum of Inbound Talk Time and Outbound Talk Time of an agent for the day. |
| **AVERAGE LENGTH** | **Inbound **represents the average inbound talk time of an agent for the day. **Outbound** represents the average outbound talk time of an agent for the day. |
| **TOTAL CALLS** | **Inbound** represents the number of answered inbound calls of an agent for the day. **Outbound** represents the number of answered outbound calls of an agent for the day. |
| **MISSED CALLS BETA** | Count of missed ‘inbound external queue calls’ by an agent. |
| **PHONE STATUS** | Status of a call for an agent while the call is in progress. The status is generally ‘dialing’, or ‘connected’. If the call disconnects then the call status is cleared |
| **3CX STATUS** | The status of the agent's 3CX's phone management. |
| **CUSTOM STATUS** | The status of the agent **[set and mapped in the 3CX Custom Presence.](https://voiptools.com/docs/custom-presence-v18/#16-toc-title)** |
| **PERCENTAGE** | **Inbound** represents the percentage of inbound calls answered by an agent for the day. **Outbound** represents the percentage of outbound calls answered by an agent for the day |
| **IDLE TIME** | **Idle Time** is an active timer that runs to display the amount of idle time of an agent during shift hours. **Current** - *Represents the amount of idle time since the latest call.* **Today** - *Represents the amount of idle time of an agent during the shift hours of the day. Usually, it is calculated as: (Total Shift Hours of the Day – Total Talk Time).* |
| **PRESENCE** | **Presence** displays the current **Agent Status** and the time since the latest updated Agent Status. **Status** displays the current Agent Status. **Time** is an active timer that runs to display the time since the latest updated Status. When an agent changes the status in the ‘3CX Smart Phone’, the status is instantly updated in the Status column and the Time timer starts from zero. |

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE**:
>
>
>
> The **Wallboard** screen displays **Idle Time** data only when you select **Work hours type** as **Shifts** in the **Settings** page.

## Queues

The**Queues** screen displays various data related to Call Queues for the current day.

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE:**
>
>
>
> The data displayed is only about inbound external calls to the Call Queues.

![](https://voiptools.com/wp-content/uploads/2023/01/CW8-1024x469.png)
*Figure 33: Queues Screen*

![](https://voiptools.com/wp-content/uploads/2023/01/Icon-Productmanuals-Fielddefinitions.png)

| **QUEUE NUMBER** | The Call Queue Numbers displayed in this column are retrieved from the 3CX Console Management. |
| --- | --- |
| **QUEUE NAME** | The Call Queue names displayed in this column are retrieved from the 3CX Console Management. |
| **CALLS WAITING** | Displays the number of calls to the specific Call Queue that are in ringing stage. |
| **AGENTS AVAILABLE** | Displays the number of agents that logged into the Call Queue and are ready to take the call. In other words, the value is calculated as: (No. of login agents in the Call Queue) – (No. of Agents On Call) |
| **AGENTS BUSY** | Displays the number of agents in the Call Queue that are active on call. |
| **ANSWERED** | Displays the number of calls attended in the Call Queue. |
| **ABANDONED** | Displays the number of calls unattended in the Call Queue. |
| **TOTAL CALLS TODAY** | Displays the total number of calls to the Call Queue. It is the combination of ‘Number of Calls Handled’ and ‘Number of Calls Lost’. |
| **AVERAGE WAIT TIME** | Displays the average value of ringing time of all the calls to the Call Queue. |

## Agents

The **Agents **screen displays the information of all the active and inactive agents. As a manager, you can **[add/update an agent](https://voiptools.com/docs/competitive-wallboard-v18/#22-toc-title)**, **[activate](https://voiptools.com/docs/competitive-wallboard-v18/#23-toc-title)**/ **[inactivate](https://voiptools.com/docs/competitive-wallboard-v18/#24-toc-title)**an agent, **[set inbound and outbound call quotas](https://voiptools.com/docs/competitive-wallboard-v18/#25-toc-title)**, **[upload/ edit an image for an agent](https://voiptools.com/docs/competitive-wallboard-v18/#26-toc-title)**, **[change the agent's name](https://voiptools.com/docs/competitive-wallboard-v18/#27-toc-title)**, and **[send group messages to your agents.](https://voiptools.com/docs/competitive-wallboard-v18/#28-toc-title)**

![](https://voiptools.com/wp-content/uploads/2023/01/Screenshot-Competitive-Wallboard-Agent-Screen-1024x467.png)
*Figure 34: Agents Screen*

### Add/ Update Agent

1. On the menu bar, click **Agents**.
2. In the **Agents** screen, below tab bar, select **Add/ Update Agent names from 3CX** check box.

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE**:
>
>
>
> On checking the check box, the ‘Agents’ screen displays list of all the agents from 3CX.

![](https://voiptools.com/wp-content/uploads/2024/08/screenshot-CW-V18-update-agents-names-from-3CX-box-1024x468.png)
*Figure 35: Agents – ‘Update Agent names from 3CX’ check box*

1. Refresh the screen to see the updated names in the **Agent Name** column.

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE**:
>
>
>
> When you choose to update ‘Agent Names’ from 3CX, the system updates the values for all the Agents.

1. Check the **Active** box to activate the desired agent.
2. In the **Outbound Calls Day Quota** text box, type the number of calls an agent must make each day to meet their quota.
3. In the **Outbound Calls Week Quota** text box, type the number of calls an agent must make each week to meet their quota.
4. In the **Outbound Calls Month Quota** text box, type the number of calls an agent must make each month to meet their quota.
5. In the **Inbound Calls Day Quota** text box, type the number of calls an agent must attend each day to meet their quota.
6. In the **Inbound Calls Week Quota** text box, type the number of calls an agent must attend each week to meet their quota
7. In the **Inbound Calls Month Quota** text box, type the number of calls an agent must attend each month to meet their quota.
8. From the **Picture** drop-down, select the image that you want to display for the agent.
9. At the footer of the **Agents** screen, click **Save changes** to save the settings.

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE**:
>
>
>
> You can create multiple agents at one time, but make sure to click **Save** to commit all your changes to the database.

### Activate Agent

1. In the **Agents** menu option, from the **Active** column, check the box beside the agent whom you want to activate.
2. Click **Save changes**.

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE**:
>
>
>
> To check if the agent is successfully activated, you can confirm by displaying the wallboard screen. The agent should display in the list of monitored agents.

###  Inactivate Agent

1. In the **Agents** menu option, from the **Active** column, uncheck the box beside the agent whom you want to inactivate.
2. At the footer of the **Agents** screen, click **Save changes**.

![](https://voiptools.com/wp-content/uploads/2024/08/screenshot-CW-V18-inactivate-agent-1024x468.png)
*Figure 36: Inactivate Agent – Uncheck ‘Active’ checkbox*

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE**:
>
>
>
> To confirm that the agent has been successfully inactivated, you can view the **Wallboard** screen. The inactivated agent should no longer display on the list of agents.

### Edit Inbound/Outbound Quota

You can edit the agent’s inbound/ outbound quotas for the day and month:

1. Select the **Agents** menu option, and identify the record of the agent for whom you want to change the quota.
2. If you want to edit inbound call quota, click **Inbound Day Quota** or **Inbound Week Quota** or **Inbound Month Quota** depending on the type of inbound quota that you want to edit.
3. Similarly, if you want to edit outbound call quota, click **Outbound Day Quota** or **Outbound Week Quota** or **Outbound Month Quota** depending on the type of outbound quota that you want to edit.
4. In the text field, type the new quota.
5. Click **Save changes** to save the new quota.

![](https://voiptools.com/wp-content/uploads/2023/01/Screenshot-Competitive-Wallboard-Set-inboud-and-outbound-quota-1024x532.png)
Figure 37: Set inbound and outbound quota

### Upload/Edit Picture

You can edit the agent’s picture by selecting the image from the available list of pictures:

1. Chose** Agents** from the menu
2. Click the **Choose File** button to upload the profile pictures.

![](https://voiptools.com/wp-content/uploads/2024/08/screenshot-CW-V18-upload-profile-picture-1024x468.png)
Figure 38: Upload profile picture

1. Select the uploaded profile picture in the **Photo**dropdown list.

![](https://voiptools.com/wp-content/uploads/2024/08/screenshot-CW-V18-set-the-profile-picture-1024x468.png)
Figure 39: Set the profile picture

### Change the Agent's Name

You can choose to change the agent's name displayed in the 3CX Competitive Wallboard.

1.  To view **Agent Name** as updated in the Wallboard application, check **Add/Update Agents from 3CX** checkbox.
2. To view **Agent Name** as updated in 3CX Console Management, check both **Add/Update Agents from 3CX** and **Allow Override of Agent Name** checkboxes.

![](https://voiptools.com/wp-content/uploads/2024/08/screenshot-CW-V18-view-agent-name-as-in-wallboard-or-3CX-1024x468.png)
*Figure 40: View Agent Name as in Wallboard or 3CX*

### Send Group Message

You can send a group message to the desired extension group.

1. From the **Extension Group Name** dropdown list, select the desired extension group to which you want to send the message.
2. In the **Group Message** field, enter the message that you want to send.

![](https://voiptools.com/wp-content/uploads/2024/08/screenshot-CW-V18-send-group-message-1024x468.png)
*Figure 41: Send Group Message*

The group message is displayed on the wallboard.

![](https://voiptools.com/wp-content/uploads/2024/08/screenshot-CW-V18-group-message-displayed-1024x361.png)
Figure 42: Group message displayed

## Reports

The Reports enable you to export data in various formats and view Agent Status report.

Hover over the mouse on the **Reports** tab to display the following menu options:

- **[Call Log Report](https://voiptools.com/docs/competitive-wallboard-v18/#30-toc-title)**
- Agent Status Report

![](https://voiptools.com/wp-content/uploads/2023/01/MicrosoftTeams-image-23-Copy-1.png)
*Figure 43: Reports Screen*

### Call Log Report

The **Call Log Report** screen enables you to **[export data in various formats](https://voiptools.com/docs/competitive-wallboard-v18/#31-toc-title)**. You can also **[export the reports for a particular extension.](https://voiptools.com/docs/competitive-wallboard-v18/#32-toc-title)**

#### Generate Call Log Report

1. Hover over the mouse on the **Reports** tab and from the dropdown menu, select **Call Log Report**.

![](https://voiptools.com/wp-content/uploads/2023/03/screenshot-cw-call-log-report.png)
*Figure 44: Select – Call Log Report*

1. In the **Time Zone**dropdown, select the desired time zone to display the reports.

![](https://voiptools.com/wp-content/uploads/2024/05/screenshot-CW-1.-time-zone-dropdown-1024x468.png)
Figure 45: Time Zone Dropdown

1. In the **Select Culture**dropdown, select the culture.

![](https://voiptools.com/wp-content/uploads/2024/05/screenshot-CW-2.-culture-dropdown-1024x468.png)
Figure 46: Select Culture Dropdown

1. Click the **Get Report** button to get your call logs reports.

![](https://voiptools.com/wp-content/uploads/2024/05/screenshot-CW-3.-Reports-button-1024x366.png)
Figure 47: Get Report Button

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE**:
>
>
>
> Only the user with ‘Manager’ role can view ‘Reports’ screen.

You can view the data of call logs of all the agents.

![](https://voiptools.com/wp-content/uploads/2024/05/screenshot-CW-4.-call-log-reports-geenrated-1024x469.png)
*Figure 48: Call Log Report* Displayed

#### Call Log Report Column Definitions

| **Field Name** | **Field Definition** |
| --- | --- |
| Extension | Extension involved in the call. |
| Agent Name | Name of the agent involved in the call. |
| Phone | The phone number of the user or agent involved in the call. |
| Status | The status of the call. |
| Call Type | Indicates whether the call is an inbound or an outbound call. |
| Call Start | The date and time of start of the call. The format is DD/MM/YYYY HH:MM:SS. |
| Call End | The date and time of end of the call. The format is DD/MM/YYYY HH:MM:SS. |
| Duration | The total duration of the call. The format is HH:MM:SS. |

#### **Export Call Log**

The **Call Log Report** screen displays list of all the calls placed by the agents. You can also view the list of call records for a specific day by selecting the desired date in **Call Start** and **Call End** date pickers. The log contains details including ‘Agent Name’, ‘Extension’, ‘Call Status’, ‘Call Duration’ etc. As a manager, you can export the data in xls and xlsx formats.

![](https://voiptools.com/wp-content/uploads/2024/05/screenshot-CW-export-options-1024x399.png)
*Figure 49: Export formats*

#### **Get Report Based on Extension**

1. From the **Select Extension** dropdown list, select the desired extension based on which you want to get the report.
2. Click **Get Report**.

![](https://voiptools.com/wp-content/uploads/2024/05/screenshot-CW-call-log-reports-based-on-extension-1024x469.png)
*Figure 50: Select Extension: Get Report*

### Agent Status Report

The **Agent Status Report** screen displays the history of the ‘Agent Status’ for all the agents. When an agent changes the status in the ‘3CX Smart Phone’, the status is instantly updated in the web portal. The updated status can be seen in the **Presence Status** column of the **Wallboard** screen. Each incident of the change in **Presence Status** for an agent is recorded individually in the **Agent Status Report**.

#### Generate Agent Status Report:

1. Hover over the mouse on the **Reports** tab and from the dropdown menu, select **Agent Status Report**.

![](https://voiptools.com/wp-content/uploads/2024/05/screenshot-CW-select-agent-status.png)
Figure 51: Reports Tab Dropdown - Agent Status Report

1. In the **Time Zone**dropdown, select the desired time zone to display the reports.
2. In the **Select Culture**dropdown, select the culture.
3. Click the **Get Report** button to get your call logs reports.

![](https://voiptools.com/wp-content/uploads/2024/05/Screenshot-CW-agent-status-report-generated-1024x635.png)
Figure 52: Agent Status Report Generated

#### Agent Status Report Field Definitions:

| **Field Name** | **Field Definition** |
| --- | --- |
| Extension | The extension number of the agent. |
| Agent Name | The name of the agent. |
| 3CX Status | Status of the agent in 3CX. |
| Start Time | The date and time of start of the status. The format is DD/MM/YYYY HH:MM:SS. |
| End Time | The date and time of end of the status. The format is DD/MM/YYYY HH:MM:SS. |
| Duration | The total duration of the call. The format is HH:MM:SS. |
| Custom Status | Custom status of the agent in as set in 3CX Custom Presence. |

### Group Reports By Columns:

You can organize the available columns into logical groups to enhance the professional presentation of your data. By doing so, you achieve a more refined perspective on your data.

Follow the procedure to group the columns,

1. Drag and drop the desired column at the space provided above the column.

![](https://voiptools.com/wp-content/uploads/2024/05/screenshot-CW-columns-grouped-1024x523.png)
Figure 53: Columns Grouped

1. Click the **Expand**![](https://voiptools.com/wp-content/uploads/2023/01/right-triangle-2.png)button to expand the columns.

![](https://voiptools.com/wp-content/uploads/2024/05/screenshot-CW-columns-expanded-1024x609.png)
Figure 54: Grouped Columns - Expanded View

## Settings

The **Settings** screen enables you to configure general settings, grid column settings, and brand settings.

[![](https://voiptools.com/wp-content/uploads/2023/01/MicrosoftTeams-image-25-Copy.png)](https://voiptools.com/wp-content/uploads/2023/01/MicrosoftTeams-image-25-Copy.png)
*Figure 55: Settings Screen*

### General settings

In the General Settings screen you can do the following tasks,

- **[select the desired Extension Group Name for the Wallboard application](https://voiptools.com/docs/competitive-wallboard-v18/#40-toc-title)**
- **[Edit the dimensions of the agent's picture.](https://voiptools.com/docs/competitive-wallboard-v18/#37-toc-title)**
- **[Reorganize column order.](https://voiptools.com/docs/competitive-wallboard-v18/#56-toc-title)**
- **[Control font size](https://voiptools.com/docs/competitive-wallboard-v18/#36-toc-title)**
- **[column availability (making a column visible/ invisible)](https://voiptools.com/docs/competitive-wallboard-v18/#56-toc-title)**
- **[sort inbound or outbound call data for agents](https://voiptools.com/docs/competitive-wallboard-v18/#43-toc-title)**
- **[Set minimum call duration in the Wallboard screen](https://voiptools.com/docs/competitive-wallboard-v18/#41-toc-title)**
- **[Set the working hours for your extensions.](https://voiptools.com/docs/competitive-wallboard-v18/#56-toc-title)**
- **[Display the custom presence status in the Wallboard screen.](https://voiptools.com/docs/competitive-wallboard-v18/#38-toc-title)**

####  Edit Font Size

You can increase or decrease the font size for the wallboard screen so that when you display the agent information on flat-screen TVs in prominent locations, the font will be visible to everyone from a farther distance.

Follow the procedure to adjust the wallboard font size,

1. In the **Font Size For The Monitor Grid**box, do either of the following,
   - Enter *the value of the font size.*
   - Click the Up and Down arrows to adjust the font size.
2.  Click **Save** to save the font changes.

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-CW-V18-font-size-box-1024x732.png)
Figure 56: Font Size Box

#### Edit Picture Height/ Width

You can resize the height and width of the agent’s image on your wallboard screen.

1. On the **Settings** menu option and in the **Settings** dialog box,
   - **To adjust the picture height:**
     - From the **Picture height in pixels** size box, enter the pixel value or use the up and down arrows to increase or decrease the height respectively.
   - **To adjust the picture width:**
     - From the **Picture width in pixels** size box, enter the pixel value or use the up and down arrows to increase or decrease the width respectively.
2. Click **Save** to save the new picture and resize the values.

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-CW-V18-picture-dimensions-1024x732.png)
Figure 57: Picture Dimensions

#### Save Your Login Credentials

The **Login Remember Me** checkbox lets you to store login credentials for automatic login on subsequent visits, enhancing convenience but potentially posing security risks on shared devices. This feature may have security risks if your account is on a shared or a public device.

Follow the procedure to enable the Login Remember Me checkbox in the Login page,

1. In the **General Settings** section, select the **Login Remember Me** box.
2. Click the **Save**button to save your settings.

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-CW-V18-login-remember-me-checkbox-1024x732.png)
Figure 58: Login Remember Me Checkbox

You can view the Login Remember Me checkbox in the login page,

![](https://voiptools.com/wp-content/uploads/2024/04/Screenshot-CW-login-remember-me-output.png)
Figure 59: Login Remember Me Output

#### Display Agent's Custom Status

You can see the agent's custom status as mapped in the **[3CX Custom Presence](https://voiptools.com/docs/custom-presence-v18/)**application. Follow the procedure to enable the agent's custom status column,

1. In the **Settings**menu, click the **General**Settings,
2. Enable the **Custom Status** checkbox and click the **Save**button to save the settings.

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-CW-V18-enable-custom-status-1024x732.png)
Figure 60: Enable Custom Status column

You can see the custom status of the agents in the Wallboard tab,

![](https://voiptools.com/wp-content/uploads/2024/03/CPS-update-1024x418.png)
Figure 61: Custom Status column

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE**:
>
>
>
> To access the Custom Status column, you need to install the **[3CX Custom Presence](https://voiptools.com/docs/custom-presence-v18/)**on the same server and relay where you've set up the 3CX Competitive Wallboard.

> ![](https://voiptools.com/wp-content/uploads/2023/01/caution-1.png)**CAUTION:**
>
>
>
> If you want to uninstall 3CX Custom Presence application on any case, follow the precautionary steps,
>
>
>
> 1. Unselect the Custom Status checkbox (if you have it selected) and click the Save button.
> 2. Proceed to uninstalling the Custom Presence Application.
>
>
>
> This is done to avoid any service start issue for the Competitive Wallboard application.

#### Count Your Internal Calls

The Internal Calls checkbox in Competitive Wallboard tracks calls between extensions. When an extension initiates a call to another extension, it's recorded as an outbound call for the caller and an inbound call for the recipient. Data including Number of Inbound Calls, Number of Outbound Calls, Inbound Call duration, and Outbound Call duration are updated accordingly. However, agents can fulfill their inbound and outbound quotas by making internal calls. To exclude internal calls from KPIs, disable the Internal Calls checkbox.

Follow the procedure to count internal calls into the wallboard metrics,

1. In the **General Settings**screen, enable the**Internal Calls** checkbox.
2. Click the **Save**button to save your settings.

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-CW-V18-internal-calls-checkbox-1024x732.png)
Figure 62: Internal Calls Checkbox

In the **Wallboard**tab, you can see the agents connected internally,

![](https://voiptools.com/wp-content/uploads/2024/04/Screenshot-CW-internal-calls-output-1024x361.png)
Figure 63: Internal Calls Output in Wallboard Tab

You can view the data of the internal calls made by the extensions in the **Reports**tab,

![](https://voiptools.com/wp-content/uploads/2024/05/screenshot-CW-4.-call-log-reports-geenrated-Copy-1024x394.png)
Figure 64: Internal Calls Output in Reports Tab

#### Edit Extension Group

1. When you log into the web portal for the first time, you should save an extension group from the **Extension Group Name** drop-down. Once you save the extension group, the wallboard screen automatically displays the active agents of that group.
2. Once an extension group is selected, only the manager of the selected 3CX extension group can view and access the complete web portal, while the agents of that group can only view **Wallboard** and **About** screens.
3. When you select a specific **Extension Group Name** in the **Settings** screen, the **Extension** drop-down in the **Agents** screen lists all the extensions assigned to that group.

#### Specify the 3CX extension group to monitor:

The Extension Group Name dropdown lets you select the default extension group when you install 3CX Competitive Wallboard for the first time. Also, you get to see the extensions present in the selected group in the Agents tab.

Follow the procedure to select the desired extension group name,

1. Select the desired group from the **Extension Group Name** drop-down.
2. Click **Save** to save the selected extension group.

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-CW-V18-edit-extension-group-1024x732.png)
*Figure 65: Edit Extension Group*

#### Set Minimum Call Duration

1. On the **Settings** dialog box, in the **Minimum Call Duration** field, enter the time (in seconds) so that the outbound call that exceeds the set time will be eligible for call count.
2. Click the **Save** button to save the configuration.

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-CW-V18-min-call-duration-1024x732.png)
*Figure 66: Setting Minimum Call Duration as 10 seconds*

#### Set Working Hours for an Extension

Calls that are made only during the set **Work hour type** will stand eligible for call count for any agent.

- Set Regular Shift
  - On the **Settings** dialog box, beside **Work Hours Type:** label, select the **Regular** option.

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-CW-V18-work-hours-type-regular-1024x732.png)
Figure 67: Work Hours Type - Regular

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE**:
>
>
>
> Regular shift is day shift and the timings are 12:00 AM to 11:59 PM

- Set Shift Timings
  1. Beside the **Work hours type** label, select **Shifts** option.
  2. In the **Shift start time** field, set the time from which the shift starts.
  3. In the **Shift end time** field, set the time at which the shift ends.

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-CW-V18-work-hours-type-shift-timings-1024x741.png)
*Figure 68: Work Hours Type – setting shift timings*

#### Sort Order Settings

The Sort Order Settings feature is integral to call center management optimization. It facilitates sorting by call volume, talk time, and agent allocation.

##### Sort based on Number of Calls

Based on the number of calls made by the extensions, the Wallboard screen displays the agents in the selected order.

| SORT ORDER | SORT BY RANGE | SORT ORDER TYPE | RESULT |
| --- | --- | --- | --- |
| **Outbound** | Day | Ascending | Sort agents based on the highest number of outbound calls in a day to the lowest number of outbound calls in a day. |
| Descending | Sort agents based on the lowest number of outbound calls in a day to the highest number of outbound calls in a day. |  |  |
| Week | Ascending | Sort agents based on the lowest number of outbound calls in a week to the highest number of outbound calls in a week. |  |
| Descending | Sort agents based on the highest number of outbound calls in a week to the lowest number of outbound calls in a week |  |  |
| Month | Ascending | Sort agents based on the lowest number of outbound calls in a month to the highest number of outbound calls in a month |  |
| Descending | Sort agents based on the highest number of outbound calls in a month to the lowest number of outbound calls in a month |  |  |
| **Inbound** | Day | Ascending | Sort agents based on the lowest number of inbound calls in a day to the highest number of inbound calls in a day. |
| Descending | Sort agents based on the highest number of inbound calls in a day to the lowest number of inbound calls in a day. |  |  |
| Week | Ascending | Sort agents based on the lowest number of inbound calls in a week to the highest number of inbound calls in a week. |  |
| Descending | Sort agents based on the highest number of inbound calls in a week to the lowest number of inbound calls in a week |  |  |
| Month | Ascending | Sort agents based on the lowest number of inbound calls in a month to the highest number of inbound calls in a month |  |
| Descending | Sort agents based on the highest number of inbound calls in a month to the lowest number of inbound calls in a month |  |  |

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-CW-V18-sort-by-call-volume-1024x772.png)
Figure 69: Sort By Call Volume

##### Sort By Call Duration

Based on the call duration made by the extensions, the Wallboard screen displays the agents in the selected order.

| SORT ORDER | SORT ORDER TYPE | RESULT |
| --- | --- | --- |
| **Outbound** | Ascending | Sort agents based on the lowest outbound call duration to the highest outbound call duration. |
| Descending | Sort agents based on the highest outbound call duration to the lowest outbound call duration. |  |
| **Inbound** | Ascending | Sort agents based on the lowest inbound call duration to the highest inbound call duration. |
| Descending | Sort agents based on the highest inbound call duration to the lowest inbound call duration. |  |

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-CW-V18-sort-by-call-duration-1024x741.png)
Figure 70: Sort By Call Duration

##### Sort By Agent Name and Extension

| SORT ORDER | SORT ORDER TYPE | RESULT |
| --- | --- | --- |
| **Agent Name** | Ascending | Sort agents in ascending order using the agent's name. |
| Descending | Sort agents in descending order using the agent's name. |  |
| **Extension** | Ascending | Sort agents in ascending order using their extension numbers. |
| Descending | Sort agents in descending order using their extension numbers. |  |

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-CW-V18-sort-by-agent-name-and-extension-1024x741.png)
Figure 71: Sort By Agent Name and Extension

#### Extension Group Name Displayed on Wallboard

- You can select the list of extension group names to display in the Wallboard screen.

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-CW-V18-visible-extension-groups-dropdown-1024x688.png)
Figure 72: Visible Extension Groups Dropdown

#### Looping 3CX Extension Groups for desired time

You can view the data in the Wallboard screen as per the Extension Group Name configured in the Config Settings screen. However, if you want to view the data for the selected list of extension groups in a cycle, each group displaying data for every specified second, you can do it by configuring 3CX Extension Groups in the **Config Settings** screen.

1. In the **3CX Extension Groups** combo box, select all the desired extension groups that you want to include in the loop.

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-CW-V18-groups-to-loop-1024x732.png)
Figure 73: Extension Groups to Loop

1.  In the **Group Refresh Interval** field, enter the time so that the selected extension groups will display data one after the other for the specified number of seconds in the **Wallboard **screen.

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-CW-V18-group-refresh-interval-1024x732.png)
*Figure 74: Looping the display of 3CX Extension Groups*

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE**:
>
>
>
> In the Wallboard screen, once you select an extension group that is not a part of the loop, the loop will break and the Wallboard will display data related to the selected group only. If you want to restart the loop, then select an extension group that is a part of the loop.

### Grid Columns

The Grid Column tab lets you customize the visibility and order of grid columns, enhancing the display of relevant information. This feature empowers Managers and Admins to tailor grid views for their groups, improving data accessibility, organization, and overall user experience by displaying only the most pertinent information.

#### Reorganize the order of the columns for the Wallboard screen

On the **Settings** dialog box, under **Wallboard Grid Visible columns and Order** list box, select the column that you want to reorganize in the wallboard screen and click the **Left** ![](https://voiptools.com/wp-content/uploads/2023/01/left.png) or the **Right**![](https://voiptools.com/wp-content/uploads/2023/01/right.png) button to move the column to the left or right-hand side respectively.

##### **Hide a Column**

1.  On the **Settings**dialog box, under the **Display Columns list box,**select the column to hide in the **Wallboard** screen.
2. Click **Left** ![](https://voiptools.com/wp-content/uploads/2023/01/left.png) button to move it to the **Available columns** list box.

##### **Show a Column**

1. On the **Settings** dialog, under the **Available columns** box, select the column that you want to make visible on the **Wallboard**screen.
2.  Click the **Right** ![](https://voiptools.com/wp-content/uploads/2023/01/right.png) button to move it to the **Display Columns** list box.

##### **Change the order of the Columns**

1. Select the desired columns in the **Display Columns** list box.
2. Click the **Up**![](https://voiptools.com/wp-content/uploads/2023/01/up.png) button to move the columns up the list or click the **Down**![](https://voiptools.com/wp-content/uploads/2023/01/down.png) button to move the columns down the list.

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-CW-18-1.-grid-coloumns-1024x684.png)
*Figure 75: Hide/Show Columns*

The following image shows the Wallboard tab for the configured grid coloums,

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-CW-18-sample-grid-settings-1024x388.png)
Figure 76: Grid Columns Sample Output

#### **Grid Column Management: Roles and Group-Level Controls**

In the Competitive Wallboard application, Managers and Admins have control over grid columns via the Grid Columns settings. Here are three general cases that explain how grid column changes affect different user groups.

##### Case 1: Manager's Grid Column Changes for Their Group

When a Manager updates the grid columns, those changes apply to all members of their group. For example, if a Manager adjusts the grid settings, every user in that Manager’s group will see the updated columns.

##### Case 2: Managers Cannot Modify Other Groups' Grid Columns

A Manager can only modify the grid columns for their own group. However, if a Manager is also a member of another group, they can change the grid columns for that group as well.

##### Case 3: Admin's Grid Column Changes Across All Groups

When an Admin modifies the grid columns, the changes apply to the selected groups that the Admin is a part of. However, if the Admin is not a member of a particular group, the Admin cannot modify that group's grid columns.

This ensures that each group maintains control over their own settings, while Admins have broader control across multiple groups.

#### Settings Grid Columns for Different Groups

If you have Admin rights or manage multiple groups, you can set different grid columns for each group using the Group Select dropdown.

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-CW-18-2.1-extension-group-name-1-1024x645.png)
Figure 77: Group Select Dropdown

##### Case Study

You are an Admin present in two groups or the Manager of two groups: **Group A** and **Group B**. You want to set different grid columns for each group.

1. Select **Group A** in the **Extension Group Name** dropdown and configure the grid columns.

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-CW-18-4.-group-A-settings-1-1024x679.png)
Figure 78: Grid Columns Case Study - Configuring Group A

1. Select **Group B** in the **Extension Group Name** dropdown and configure the grid columns.

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-CW-18-6.-group-B-settings-2-1024x678.png)
Figure 79: Grid Columns Case Study - Configuring Group B

You can now see different grid columns for Group A and Group B in the Wallboard tab,

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-CW-18-5.-group-A-output-1-1024x196.png)
Figure 80: Grid Columns Case Study - Group A Output

![](https://voiptools.com/wp-content/uploads/2024/09/screenshot-CW-18-7.-group-B-output-1024x404.png)
Figure 81: Grid Columns Case Study - Group B Output

### Site Settings

**Site Settings** enable you to customize branding settings for the application that include the following:

- **[Customize the gradient color of the ‘Application Header’](https://voiptools.com/docs/competitive-wallboard-v18/#58-toc-title)**
- **[Customize grid color in screens that display grid data](https://voiptools.com/docs/competitive-wallboard-v18/#59-toc-title)**
- **[Customize logo on the ‘Application Header’](https://voiptools.com/docs/competitive-wallboard-v18/#60-toc-title)**
- **[Customize ‘Header Title Prefix’ on the ‘Application Header’](https://voiptools.com/docs/competitive-wallboard-v18/#61-toc-title)**

Follow the procedure to customize your site,

1. Hover over the mouse on the **Settings**tab and from the drop-down menu, select **Site Settings**.

![](https://voiptools.com/wp-content/uploads/2023/01/MicrosoftTeams-image-25-Copy-Copy.png)
**Figure 82: Select Site Settings**

1. Perform any of the following customizations and click the **Apply**![](https://voiptools.com/wp-content/uploads/2023/03/save.jpg) button to save your settings.

### **Customize Application Title Header – Gradient Color**

1. In the Header Colour section do the following,
   1. Select the top paint from the **Top Colour** color palette. 
   2. Select the bottom paint from the **Bottom Colour** color palette.
2. Click the **Apply** ![](https://voiptools.com/wp-content/uploads/2023/03/save.jpg) button to Save the settings.

![](https://voiptools.com/wp-content/uploads/2023/10/screenshot-CW-header-colour.png)
Figure 83: Header Gradient Color

### **Customize Grid Color**

1. From the **Grid Color** palette, select the color that you want to display for the grid in screens that display grid data
2. Click the **Apply** ![](https://voiptools.com/wp-content/uploads/2023/03/save.jpg) buttonto save your settings.

![](https://voiptools.com/wp-content/uploads/2023/10/screenshot-CW-grid-colour-1.png)
Figure 84: Grid Color Palette

### **Customize Logo**

- If you are uploading the logo for the first time then,
  1. In the **Custom Logo** section, click Chose File button to choose a logo from your device.
  2. Select the uploaded logo from the **Select Logo** dropdown list.
  3. Click the **Apply** ![](https://voiptools.com/wp-content/uploads/2023/03/save.jpg) button to save your changes.
- If your have uploaded the logo,
  1. Select the uploaded logo from the **Select Logo** dropdown list.
  2. Click the **Apply** ![](https://voiptools.com/wp-content/uploads/2023/03/save.jpg) button to save your changes.

[https://web.archive.org/web/20220814065022/https://www.voiptools.com/wp-content/uploads/2018/12/RMS33.png](https://web.archive.org/web/20220814065022/https://www.voiptools.com/wp-content/uploads/2018/12/RMS33.png)

![](https://voiptools.com/wp-content/uploads/2023/03/screenshot-cw-header-title.png)
Figure 85: Custom Header Title Prefix

### **Customize ‘Header Title Prefix’ Text**

1. In the **Header Title** field, enter the text that you want the application to display as a ‘prefix’ for the existing title in the application header.
2. Click the **Apply**![](https://voiptools.com/wp-content/uploads/2023/03/save.jpg) button to save the header title prefix.

![](https://voiptools.com/wp-content/uploads/2023/10/screenshot-CW-header-title.png)
Figure 86: Custom Header Title Prefix

# 3CX Extension Group

A 3CX Extension Group is needed to identify which extensions should be monitored for outbound call activities. A Wallboard manager is created by assigning the ‘manager’ role to a specific extension in the extension group.

You can create an extension group and assign multiple extensions to it.

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE**:
>
>
>
> A single extension can exist in more than one extension group.

## Create 3CX Extension Group

1. Log into **3CX Management Console** as ‘Manager’
2. On the left pane, Click the **Users** menu.
3. Click the **Groups** tab on the top menu bar.
4. Click the **Add** button to create a 3CX extension group.

![](https://voiptools.com/wp-content/uploads/2023/01/MicrosoftTeams-image-32-1024x464.png)
Figure 87: 3CX Console Management - Users menu

## Assign Extensions to 3CX Extension Group

1. Log into the **3CX Management Console** as Manager.
2. On the left pane, click the **Users**menu.
3. Click the **Groups**tab on the top menu bar and click **Add** button to create a 3CX extension group.
4. In the **Members**section click the **ADD** button to assign extensions to the 3CX extension group.

![](https://voiptools.com/wp-content/uploads/2023/01/MicrosoftTeams-image-34-1024x468.png)
*Figure 88: Add Extension to Group*

# Need Support?

You get quick answers to most of your inquiries in our online manual. If you prefer direct contact, we offer various support channels, including phone, email, live chat, and our helpful VoIPTools forums.

![](https://voiptools.com/wp-content/uploads/2023/05/24-hours-support-2.png)

## 24/7 Support Availability

Rest assured, our dedicated team is here to assist you around the clock, every day of the year. Whether you're based in the USA or India, we're ready to provide prompt responses to your technical queries.

![](https://voiptools.com/wp-content/uploads/2023/05/windows-log-event.png)

## Windows Event Log for VoIPTools Applications and Services

For troubleshooting any application errors, our Windows Event Log contains a comprehensive list of error messages, warnings, and informative notes related to all our VoIPTools applications and services. It's a valuable resource to help you pinpoint and resolve any issues you may encounter.

![](https://voiptools.com/wp-content/uploads/2023/05/forums.png)

## Join Our Forum Community

Are you looking to collaborate with other VoIPTools customers facing similar challenges? Our forum is the perfect platform to exchange ideas, solutions, and best practices. Join the conversation at: [**https://www.voiptools.com/community/**](https://voiptools.com/blog/)

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## Real-Time Live Chat Assistance

Got questions that need immediate answers? Our chat support team is available to assist you in real time. Just click on the Live Chat button located at the lower right corner of our website, and we'll acknowledge your queries right away.

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## Efficient Email Support

To ensure a thorough understanding of your concerns, email us at ***support@voiptools.com***. Describe your issue in detail, and we'll get back to you within one business day with the support you need.

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## Reach Us by Phone

If you prefer to speak with a representative directly, you can reach us at +1 801-642-4655. Our attentive team is available to take your calls from 8:00 AM to 6:00 PM (Central Standard Time).

# Comprehensive support services:

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## Free Support

If you've purchased our products through a VoIPTools Partner, rest assured that they provide first-level support at no additional cost. Partners have access to 100% free technical assistance and actively participate in the troubleshooting process.

VoIPTools customers enjoy access to our online manuals and receive support through emails (with responses within one business day) and live chat. However, please note that we do not provide remote server login assistance.

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## Paid Support

For a more hands-on experience, consider our "Installation Support" package. Our expert support team can log in to your servers, and install and configure all our tools. This comprehensive service includes setting up SQL Server Express and Internet Information Server if necessary. We'll work closely with you to tailor our applications to meet your requirements.

We're committed to providing top-notch support to ensure your VoIPTools experience is smooth and hassle-free. Contact us today, and let us assist you in making the most of our powerful tools!