3CX Queues Wallboard lets you view the consolidated data across your organization with the ability to filter down to exactly the information you need. This tool enables you to see exactly what your agents are doing, and the callers waiting in your queues.
Agent Status
See what agents are doing in real-time. Who is in a call, who is idle, who is unavailable.
Monitor Calls
Calls are grouped by how long they have been waiting and how long they have been in the phone system.
Filter Controls
Filter by queue, group, and specific agents within these groups. Filter calls waiting across all queues or only those queues you need.
Interact with Agents
Log agents in/out, change their status, whisper, listen, barge, all from one page.
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.
3CX Version V18
Windows 10 or above / Windows Server 2012 (64 bit) or above
Microsoft SQL Server 2014 or above (Including the free SQL Express edition)
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.
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.
In the Microsoft Defender SmartScreen, click the More Info option.
Figure 1: Microsoft Defender: More info
Click the Run Anyway option to start the installation.
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.
Click the downloaded installer executable to launch the Prerequisites Setup Wizard and click Next.
Figure 1: Prerequisites Setup Wizard
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
The installer will download and install the selected applications. This may take several minutes to complete.
Figure 3: Prerequisites Installation in progress
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.
Figure 4: SQL Server Express: Accept License Terms
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.
Figure 5: SQL Server Express: Target Location
Once the prerequisites are installed successfully, click Close.
Figure 6: SQL Server Express: Installed Successfully
Microsoft SQL Server Management Studio begins to install. Once the installation is complete, click Next.
Figure 7: Microsoft SQL Server Management Studio: Installation in progress
In the confirmation message box, click Yes to reboot the computer.
Figure 8: SQL Server Express: Reboot your computer
After all the prerequisites are installed, the 3CX Queues Wallboard Setup Wizard appears. Click Next to Continue.
Figure 9: 3CX Queues Wallboard Setup Wizard
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.
In the 3CX Relay Services window, in the Relay Host field, enter the FQDN of your 3CX server.
Enter 8801 in the Relay Port field.
Enter the public key you took from VoIPTools Relay services in the Public Key text area.
Figure 11: Configure Relay Services
Click the Test Relay Settings to confirm ‘3CX Queues Wallboard’ can communicate with the Relay services running on the 3CX server.
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.
Click Next to continue with the installation.
Figure 12:Test Relay services
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.
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.
On the SQL Database window, in the Server field, select the desired instance of SQL Server
Figure 13: Configure Database Settings
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”.
To use SQL Authentication, be sure to uncheck the Trusted Connection checkbox.
In the Username and Password fields, enter valid SQL login account credentials
To use Windows Integrated Authentication (not recommended), check the Trusted Connection (Windows integrated authentication) checkbox.
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.
In the Test SQL Connection section, click the TOOL button to confirm connectivity to SQL Server and then click Next to continue.
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.
Click the 3CX Queues Wallboard desktop icon to open the web application.
On the Login page, log in with your credentials.
On the top menu bar, click the License tab.
Figure 18: License tab
Click the License tab and enter registration information and click Register to complete the registration.
To access the ‘3CX Queues Wallboard’ web portal, click on the desktop icon that was created during the installation process (‘3CX Queues Wallboard’ Web).
When connecting to the web portal, you will be asked to provide login credentials.
In the Extension field, enter your 3CX extension number.
In the PIN field, enter your 3CX voicemail PIN.
Click the Login button to login to your account
Figure 20: 3CX Queues Wallboard Web Portal Login
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.
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.
From the Queues dropdown list, select the desired queue so that the Wallboard screen displays queue call data associated to the selected queue.
Figure 23: Filters – Queues
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.
Figure 24: Filter- Extension Group
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.
Figure 25: Filters – Agents list
From the Columns dropdown list, select desired columns that you want to display in the Wallboard screen.
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.
Figure 27: Active Queue Call: Call Controls
In the Queue Calls grid and on the desired active queue call, right-click to display menu.
Point to Presence and then select desired Queue Call Status.
Available
The extension exists in the queue and is available for queue calls, the extension is moved to the Idle column.
Away
The extension exists in any of the queues but is currently not available for queue calls, the extension is moved to Unavailable.
Do Not Disturb
Case 1: If the extension exists in any of the queue and the status is set to Do Not Disturb, then the extension is moved to the Unavailable column.
Case 2: If the extension does not exist in any of the queues and the status is set to Do Not Disturb, then the extension is moved to Logged out/Unregistered column.
Lunch
The extension exists in any of the queues but is currently not available for queue calls, the extension is moved to the Unavailable column.
Business Trip
Case 1: If the extension exists in any of the queues and the status is set to Business Trip, then the extension is moved to the Unavailable column.
Case 2: If the extension does not exist in any of the queues and the status is set to Business Trip, then the extension is moved to Logged out/Unregistered column.
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.
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
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.
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.
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.
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.
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.
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.
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.
You can set different colors to identify the unattended calls that have reached the threshold time.
Figure 35: General settings – Threshold settings
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
Figure 36: Queue call records in YELLOW
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
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NOTE:
to open the web application.
button to save your customizations.
