Introduction #

Experience the Power of 3CX Queues Wallboard for Seamless Agent Monitoring

Explore the capabilities of the Queue Wallboard module in 3CX, offering real-time information and consolidated queue statistics for your organization. With dynamic filtering, access precise queue information about your agents and callers effortlessly. This web-based application integrates seamlessly with your PBx workflow, ensuring accessibility from any device. Benefit from features like Idle Time Presence calculations, Agent Status, and efficient communication tools such as Agent Whispering, Call Barging, and Call Listening. Track calls with Call Tracking and maximize productivity through Call Grouping. Elevate your efficiency, empower your agents, and deliver exceptional caller experiences

Why Choose 3CX Queues Wallboard? #

	REAL-TIME AGENT STATUSES	Stay informed about your agents’ activities, tracking their call handling status in real-time. Access immediate information on agents currently engaged in calls, those available, and those unavailable.
	EFFORTLESSLY MONITOR CALLS	Efficiently monitor and handle incoming calls by tracking their waiting duration and time spent within the phone system. Maintain oversight of call queues to ensure smooth operations.
	ENHANCED FILTER CONTROLS	You can modify your display by applying filters to queues, groups, and individual agents within those groups. Effectively oversee incoming calls across all queues or concentrate on particular queues that need your immediate attention.
	SEAMLESS INTERACTION WITH AGENTS	You can manage your agents’ activities efficiently through a single, user-friendly interface. From this interface, you can log agents in or out, modify their status, and communicate with them discreetly. Additionally, you have the capability to listen to their calls or join in if required.
	OPTIMIZE YOUR QUEUES	Optimize your call handling procedures using the efficiency of 3CX Queues Wallboard. Stay updated, enhance call management, and ensure a smooth experience for agents and customers alike.

Prerequisites #

Before you begin with the installation steps mentioned in this guide, you need to ensure that your computer meets the minimum requirements mentioned below for installing 3CX Queues Wallboard.

1. 3CX Version V18
2. Windows 10 or above / Windows Server 2012 (64 bit) or above
3. Microsoft SQL Server 2016 or above (Including the free SQL Express edition)
4. .Net 4.7.2 or above
5. Microsoft Internet Information Server (IIS) 7.2 or above
6. A minimum RAM of 8GB.
7. Static IP for VoIPTools and 3CX servers
8. Port number 7950 opened on your device.

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.

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

NOTE:

• When installing IIS, be sure to install Basic Authentication, .Net Extensibility, and ASP.Net 4.X

Installation overview #

	DOWNLOAD SOFTWARE	You can order 3CX Queues Wallboard online at https://www.voiptools.com.  Your order confirmation email will include your license key and a link to download the software.
	INSTALL PREREQUISITES	There are several prerequisites that must be installed prior to installing the 3CX Queues Wallboard. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server
	INSTALL 3CX QUEUES WALLBOARD	This User Guide contains step-by-step instructions to successfully install 3CX Queues Wallboard. Begin by extracting the installer from the downloaded zip file (Step 1 above), then run the setup program named QueuesWallboardInstaller.exe
	REGISTER YOUR SOFTWARE	You must register your license key to activate 3CX Queues 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 guides you through a detailed walk-through of the installation process:

Step 1: Download 3CX Queues 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 Queues Wallboard application.
2. In the Microsoft Defender SmartScreen, click the More Info option.

3. Click the Run Anyway option to start the installation.

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 installation of the prerequisites needed to run ‘3CX Queues 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.

2. 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.

The installer will download and install the selected applications. This may take several minutes to complete.

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

4. 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.

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

5. Click the Close button once the prerequisites are installed.

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

7. In the confirmation message box, click Yes to reboot the computer.

Step 3: Start the installation process #

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

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

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 8801 in the Relay Port field.
3. Enter the public key you took from VoIPTools Relay services in the Public Key text area.

4. Click the Test Relay Settings to confirm ‘3CX Queues Wallboard’ can communicate with the Relay services running on the 3CX server.
5. If the ‘3CX Queues 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.
6. Click Next to continue with the installation.

NOTE:

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 3CX Queues Wallboard and the Relay are using the same port and protocol.

Step 5: Configure the database #

When configuring 3CX Queues Wallboard, select an existing Microsoft SQL Server instance in your environment.  The database server can be a remote SQL Server or a local instance running on the VoIPTools server.

1. On the SQL Database window, in the Server field, select the desired instance of SQL Server

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”.

2. To use SQL Authentication, be sure to uncheck the Trusted Connection checkbox.
3. In the Username and Password fields, enter valid SQL login account credentials

4. To use Windows Integrated Authentication (not recommended), check the Trusted Connection (Windows integrated authentication) checkbox.
5. 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 Queues Wallboard, select the existing database name from the list.
6. In the Test SQL Connection section, click the TOOL button to confirm connectivity to SQL Server and then click Next to continue.

Step 6: Installing 3CX Queues Wallboard #

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

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

2. Once the installation is complete, click Finish.

Step 7: Register your Software #

To ensure the authorization of your license key, it is necessary to complete the registration process. By registering with VoIPTools, you gain access to a range of benefits:

Follow the procedure to register your software,

1. Click the 3CX Queues Wallboard 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 the Login button to log in to your account

NOTE:

By default, when a user logs in for the first time, all the options will be selected in the ‘Queues’ and ‘Wallboard’ page. Based on the user’s requirement, if any options are unselected, the settings will be saved and the same will be reflected at next login.

3. On the top menu bar, click the License tab.

4. Click the License tab and enter registration information and click Register to complete the registration.

Web Portal #

To access the ‘3CX Queues Wallboard’ web portal, click on the desktop icon that was created during the installation process (‘3CX Queues Wallboard’ Web).

Login Privileges: #

You can log in to the 3CX Queues Wallboard as a Manager and as an Agent. An Agent has access only to the Wallboard tab, Queues tab, and About tab.

As a Manager, you have access to all the tabs in the 3CX Queues Wallboard.

Wallboard #

The Wallboard screen allows you to easily view real-time information related to queues.
The queue information includes:

• The active calls in any queue
• The active non-queue calls
• The idle extensions in any queue
• The unavailable extensions
• The logged out (removed from all queues) or unregistered extensions
• Status of idle, unavailable and logged-out extensions

Filters #

The filters enable you to view the real time queue call data for desired queues, extension groups or agents by simply selecting the desired options from the respective dropdowns. You can also select/hide desired grid in the window.

1. From the Queues dropdown list, select the desired queue so that the Wallboard screen displays queue call data associated to the selected queue.

1. From the Ext Groups dropdown list, select the desired extension groups so that the Wallboard screen displays queue call data associated to the selected extension groups and queues.

3. From the Agents dropdown list, select the desired agents so that the Wallboard screen displays queue call data associated to the selected extension groups, queues and agents.

3. From the Columns dropdown list, select desired columns that you want to display in the Wallboard screen.

Queue Calls #

The ‘Queue Calls’ grid displays real-time active queue calls. As a manager, you can manage an active queue call through various call controls. For that, simply right-click on the desired active queue call and then select the desired call control option.

To manage extensions that are actively handling queue calls:

1. Right-click the active queue call in the Queue Calls grid.
2. Perform any of the following actions:
   • Point to Presence and select the desired queue call status:
     • Available: Moves the extension to the Idle column.
     • Away: Moves the extension to the Unavailable column.
     • Do Not Disturb:
       • Case 1: Moves the extension to the Unavailable column if it belongs to a queue.
       • Case 2: Moves the extension to the Logged Out/Unregistered column if it does not belong to a queue.
     • Lunch: Moves the extension to the Unavailable column.
     • Business Trip:
       • Case 1: Moves the extension to the Unavailable column if it belongs to a queue.
       • Case 2: Moves the extension to the Logged Out/Unregistered column if it does not belong to a queue.
   • Select Barge: Listen to active calls in silent mode or barge in to speak with both participants.
   • Select Whisper: Whisper to one participant of an active call without the other participant hearing.
   • Select Listen: Listen to active calls in silent mode without speaking to the participants.
   • Select Queues: Transfer the call to another queue.
   • Select Drop: Disconnect an active participant from a queue call. The call is dropped if this is the last participant.
   • Select Transfer: Transfer the call to another extension, replacing the current participant with a new one.

Idle #

The ‘Idle’ grid displays extensions that are available for queue calls. You can control an idle extension by:

1. Right-click the idle extension in the Idle grid.
2. Perform any of the following actions:
   • Set call status.
   • Make a queue call.
   • Transfer the extension to a different queue.

Non-Queue Calls #

To manage active inbound or outbound calls that are not in any queue:

1. Right-click the non-queue call in the Non-Queue Calls grid.
2. Perform any of the following actions:
   • Point to Presence and select the desired queue call status:
     • Available
     • Away
     • Do Not Disturb
     • Lunch
     • Business Trip
   • Select Barge: Listen to active calls in silent mode or barge in to speak with both participants.
   • Select Whisper: Whisper to one participant of an active call without the other participant hearing.
   • Select Listen: Listen to active calls in silent mode without speaking to the participants.
   • Select Queues: Transfer the call to another queue.
   • Select Drop: Disconnect an active participant from a non-queue call. The call is dropped if this is the last participant.
   • Select Transfer: Transfer the call to another extension, replacing the current participant with a new one.

Unavailable #

The ‘Unavailable’ grid displays extensions that are present in a queue but are set to ‘Away’ status. You can make an ‘Unavailable’ extension as ‘Idle’ by simply setting its presence to ‘Available’. Changing the presence of ‘Unavailable’ extension to ‘Away/Do Not Disturb/Lunch/Business Trip’ will log out the extension from the queue and the extension will be displayed in the ‘Logged Out/Unregistered’ grid.

To manage extensions that are present in a queue but set to Away status:

1. Right-click the unavailable extension in the Unavailable grid.
2. Point to Presence and select the desired queue call status:
   • Available to move the extension to the Idle column.
   • Away to move the extension to the Logged Out/Unregistered column.
   • Do Not Disturb to move the extension to the Logged Out/Unregistered column.
   • Lunch to move the extension to the Logged Out/Unregistered column.
   • Business Trip to move the extension to the Logged Out/Unregistered column.

NOTE:

Changing the presence of an unavailable extension to Away, Do Not Disturb, Lunch, or Business Trip will log the extension out of the queue, moving it to the Logged Out/Unregistered grid.

Logged Out/Unregistered #

The ‘Logged Out/Unregistered’ grid displays extensions that are not in any queue. You can move a logged out/unregistered extension into a queue and set its presence to either ‘Available’ to make it an ‘Idle’ extension or to ‘Away/Do Not Disturb/Lunch/Business Trip’ to make it an ‘Unavailable’ extension.

To manage extensions that are logged out of or unregistered from a queue:

1. Right-click the extension in the Logged Out/Unregistered grid.
2. Perform any of the following actions:
   • Point to Presence and select the desired queue call status:
     • Available: Moves the extension to the Idle column.
     • Away
     • Do Not Disturb
     • Lunch
     • Business Trip
   • Select Queues: Transfer the extension to a queue.

NOTE:

Moving a logged-out or unregistered extension into a queue allows you to set its presence to either Available (to make it Idle) or one of the unavailable statuses (Away, Do Not Disturb, Lunch, Business Trip).

Queues #

The Queues screen displays a list of selected queues and their calls waiting. Based on the configured wait-time thresholds, the call record will be displayed in either white, yellow, or red.

Settings menu #

The Settings menu lets you customize the website in Site settings and modify other settings in the General Settings.

General Settings #

The General settings let you to do the following functions,

• Restrict access to context menus
• Set threshold time
• Set font size
• Add/Update agents from 3CX

Restrict access to context menus #

You can restrict the users from accessing the context menus and let only the Managers access them.

• On the Restrictions section, check the Only Managers Can Access Context Menus box to allow only the managers to access the context menu.

NOTE:

If you uncheck the Only Managers Can Access Context Menus box, the Agents can access the context menus.

Set Threshold time #

You can set different colors to identify the unattended calls that have reached the threshold time.

• In the Thresholds section,
  • in the Yellow time box, set the desired time (in minutes) to display the queue call records in YELLOW when the unattended queue call reaches the set time

• • in the Red time box, set the desired time (in minutes) to display the queue call records in RED when the unattended queue call reaches the set time

Set Font Size #

• On the Threshold section, in the Font Size field, enter the desired font to display the Queues screen as per the selected size.

Add Agents from 3CX #

• In the Threshold section, check the Add/Update Agents from 3CX box to add the agents from the 3CX Console Management.

Allow Agents to make Internal Calls #

• In the Thresholds section, check the Internal Calls box to let agents make extension to extension calls.

NOTE:

You can do the following actions with internal calls,

• Barge: Listen to active internal calls in silent mode or barge in to speak with both participants.
• Whisper: Whisper to one participant of an active internal call without the other participant hearing.
• Listen: Listen to active internal calls in silent mode without speaking to the participants.
• Queues: Transfer the internal call to another queue.
• Drop: Disconnect an active participant from a non-queue internal call. The internal call is dropped if this is the last participant.
• Transfer: Transfer the internal call to another extension, replacing the current participant with a new one.

Site Settings #

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

• Customize ‘Header Title Prefix’ on the ‘Application Header’
• Customize logo on the ‘Application Header’
• Customize the gradient color of ‘Application Header’
• Customize grid color in screens that display grid data
• Custom Brand Settings

To configure your site display, follow the steps,

1. On the top menu, click the Settings menu dropdown.
2. In the dropdown, click the Site Settings option.

3. Perform any of the desired customizations and click the Apply button to save your customizations.

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 Apply  to Save the settings.

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 Apply to save your settings.

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 Apply  to save your changes.
• If your have uploaded the logo,
  1. Select the uploaded logo from the Select Logo dropdown list.
  2. Click Apply  to save your changes.

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 Apply to save the header title prefix.

The final result of the page when you do all the customizations,

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.

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.

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.

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/

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.

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.

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).

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.

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!