Introduction #

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 2014 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

NOTE:

• When installing SQL Server, we recommend you install it in “Mixed Mode” to include SQL Authentication, and install SQL Management Studio

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

Installation #

	Download software You can order 3CX Queues Wallboard on-line 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 a number of prerequisites that must be installed prior to installing 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. Run the setup program named 3CXQueuesWallboardInstaller.exe and then follow the instructions as mentioned in the manual.
	Register Your License Key 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’.   #

You can locate the software download link included in your order confirmation email. As an alternative, you can also find the link from your order history on our website.

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 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.

Figure 2: Select Prerequisites to Install

3. The installer will download and install the selected applications.

Figure 3: Prerequisites Installation in progress

4. If you have selected to install “SQL Server Express”, the Microsoft SQL Server License Terms page will display. Click Accept to acknowledge the license terms and continue.

5. In the next window, the Media Location field displays the SQL Server Media target location. If required, you can browse to change the location. Click Install to begin the installation of SQL Server Express.

6. Once the prerequisites are installed successfully, click Close.

7. Microsoft SQL Server Management Studio begins to install. Once the installation is complete, click Next.

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

Figure 8: SQL Server Express: Reboot your 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.

Step 4: Test Relay Settings #

1. In the 3CX Relay Services window, in the Relay Host field, enter the IP address or 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 IP address / 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 (How-to configure SQL Server to permit remote connections), 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’.

2. The application installation progresses.

3. Once the installation is complete, click Finish.

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 to Web Portal

When connecting to the web portal, you will be asked to provide login credentials.

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 login 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.

License screen: Register Software #

Registration is required to authorize your license key. Registering also makes it possible for VoIPTools to provide a replacement key if your license key is ever lost. Also, it enables VoIPTools to notify you of any product updates, and reminders if your key is reaching the renewal date.

1. Click License tab and enter registration information.
2. Click Register

3. Once the registration is successful, Success message appears. Click close.

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.
2. 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.
4. 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.

1. In the Queue Calls grid and on the desired active queue call, right-click to display menu.
2. Point to Presence and then select desired Queue Call Status.

Available	The extension exists in queue, and is moved to Idle grid. Hence, the extension is available for queue calls.
Away	The extension is logged out of queue and is moved to Logged Out/Unregistered grid. Hence, the extension is not available for queue calls.
Do Not Disturb	The extension is logged out of queue and is moved to Logged Out/Unregistered grid. Hence, the extension is not available for queue calls.
Lunch	The extension is logged out of queue and is moved to Logged Out/Unregistered grid. Hence, the extension is not available for queue calls.
Business Trip	The extension is logged out of queue and is moved to Logged Out/Unregistered grid. Hence, the extension is not available for queue calls.

3. Select Barge so that you can listen to active calls without the caller or agent knowing that it is under ‘silent call monitoring’. You can also barge into the call to speak with both the call participants.
4. Select Whisper so that you can allow a new participant to barge into an active call and ‘whisper’ to the desired participant of the call. By doing so, the participant of the call will hear the ‘whisper’ from the new participant and be able to talk to the other participant of the call
5. Select Listen so that you can listen to active calls without the caller or agent knowing that it is under ‘silent call monitoring’, However, you cannot speak to the call participants. In other words, it works just like ‘Barge’ option except that you cannot speak to the call participants.
6. Select Queues so that you to transfer a call to another queue. Point to Queues and then in the submenu select the the desired queue to which you want to transfer the queue call.
7. Select Drop so that you can disconnect an active participant from an active queue call. If this is the last participant, the call will be dropped.
8. Select Transfer so that you to transfer a call to another number. In other words, it enables you to replace the current participant of the call with a new participant. Point to Transfer and then in the submenu select the desired extension to which you want to transfer the active queue call.

Idle #

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

• Setting the call status
• Making a queue call.
• Transferring the extension to a different queue

Non-Queue Calls #

The ‘Non-Queue Calls’ grid displays real-time active inbound/outbound calls that are not in any queue.

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.

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.

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.

Thresholds and Agent updates

1. Under Thresholds and from the Yellow time box, select desired time (in minutes) so that once the unattended queue call reaches the set time, the queue call record will display in yellow color.
2. From the Red time box, select desired time (in minutes) so that once the unattended queue call reaches the set Yellow time, the queue call record will display in red color.
3. From the Font Size dropdown field, select the desired size so that the Queues screen displays text as per the selected size. The threshold settings will be saved accordingly.
4. You can import/update agent information by placing a checkmark in the Add/Update Agents from 3CX check box.

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

1. In the Header Title field, enter the text that you want the application to display as ‘prefix’ for the existing title in application header.

2. Customize Logo

1. 1. If you are uploading the logo for the first time then, beside Upload File, click Choose File and then select the logo that you want to apply. You will now observe that the logo is added to the Custom Logo dropdown list.

3. Customize Header Color

3. Customize Application Title Header – Gradient Color

1. 1. Beside Header Color and from the Top Color palette, select the desired color that you want to display as the top color for the ‘Application Title Header’.
   2. From the Bottom Color palette, select the desired color that you want to display at the bottom of the ‘Application Title Header’ in gradient to the selected Top Color

4. Customize Grid Color

1. 1. From the Grid Color palette, select the color that you want to display for the grid in screens that display grid data.

5. Once you perform desired customizations, click Apply.

Support #

Visit our website to access our on-line manuals and receive quick answers to most of your questions. Otherwise, you can contact us by phone, email, live chat and on the VoIPTools forums.

Support Hours (USA and India) #

Our team is ready to assist you with answers to your technical questions and we now offer 24/7, 365 days a year.

Windows Event Log (Applications and Services VoIPTools) #

The Windows Event Log lists various errors, information messages and warnings related to all our VoIPTools applications and services. The data here can be used for troubleshooting various application errors.

Forums #

Our forum is intended for VoIPTools customers to collaborate on real-life challenges, solutions and best practices. You can participate on our forum at: https://www.voiptools.com/community/

Submit a Bug #

If you suspect a bug in any of our VoIPTools products, you can bring it to our notice by reporting your issue at: https://www.voiptools.com/report-a-bug/

Live Chat #

Our chat support team is ready to acknowledge your queries in real-time. You can start a live chat with us by simply clicking on the Live Chat button at the lower right corner of our web page.

Email #

You can email us at: support@voiptools.com. Be sure to describe your issue in detail. We’ll get back to you within one business day of receiving your request.

Phone #

You can call us at +1 801-642-4655 to reach a representative. VoIPTools will accept calls at this number from 8:00 AM to 6:00 PM (Central Standard Time).

Support Services #

Free Support: #

If you purchased our products through a VoIPTools Partner, your Partner will provide first level support. Partners have access to 100% free technical support, provided they participate actively in the troubleshooting process.

VoIPTools customers have access to our on-line manuals and we will respond to emails (next business day) and live chat, but we will not login to your servers remotely.

Paid Support: #

If you purchase “Installation Support’ our support team can login to your servers and install and configure all our tools for you. This includes installing SQL Server Express and Internet Information Server if required. Our team will work with you to configure our applications to best meet your needs.