1.Introduction

3CX Competitive Wallboard enables managers (and agents) to clearly see who the top performing agents are, and where each agent ranks compared to their peers. Providing visual data in real-time, and at the same time creating a competitive culture in your call center, will improve agent performance.

Increased motivation can be the result of social pressure from peers and managers. Whether it comes from a desire to get top bragging rights, or due to public pressure placed on under-performing agents, a wallboard application is a great motivator.

1.1. What is 3CX Competitive Wallboard?

3CX Competitive Wallboard is known in the industry as a “leader board”.  It is a real-time agent performance monitoring application that encourages a competitive spirit among the agents by displaying the performance ranking data for the day, week and month. Managers can customize the statistics displayed, set daily, weekly and monthly quotas, and report on historical trends.  Agents can only view information.

1.2. Why 3CX Competitive Wallboard?

1). Allow managers to monitor agent performance by providing real-time feedback

2). Enable managers to set performance goals (quotas) for each agent (day, week and month)

3). Encourage agents to track their progress toward meeting the required performance targets

1.3. How to use 3CX Competitive Wallboard?

To display an agent’s performance on the wallboard, you can automatically import a list of agents, and (optionally) set quotas for the day, week, and month. You can filter the agents displayed by selecting the desired 3CX Extension group.  With 3CX Competitive Wallboard, a manager can monitor their group(s) and easily evaluate individual agent performance while reporting on, or exporting performance data in one of several available document formats.

2.Prerequisites

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

• 3CX Version 16 – 18

• Windows 10 or above / Windows Server 2012 or above (64 bit)

• Microsoft SQL Server 2014 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) 7.0 or above

• Install .NET Core SDK. For this, go to the link https://www.microsoft.com/net/download.  From the Windows section, under .NET Core, select Download .NET Core SDK.  Install the software on your VoIPTools server.

  • Installation on a domain controller may require additional assistance
  • 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

3.Installation


Download software

You can order 3CX Competitive 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 Competitive Wallboard. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server


Install 3CX Competitive Wallboard

This User Guide contains step-by-step instructions to successfully install 3CX Competitive Wallboard. Begin by extracting the installer from the downloaded zip file (Step 1 above), then run the setup program named Competitive WallboardInstaller.exe


Register your License Key

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.

4.Step by Step Installation Procedure

The following section guides you through a detailed walk-through of the installation process:

Step 1:  Download ‘3CX Competitive 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 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.


Figure 1: Prerequisites Setup Wizard

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.


Figure 4: SQL Server Express: Accept License Terms

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.


Figure 5: SQL Server Express: Target Location

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


Figure 6: SQL Server Express: Installed Successfully

7. 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

8. During the installation of SQL Server Management Studio, you will again be asked to reboot your computer.  Click Yes to reboot the computer.


Figure 8: 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.


Figure 9: 3CX Competitive Wallboard Setup Wizard

2). 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.


Figure 10: Installation Folder Location

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.


Figure 11: Test VoIPTools 3CX Relay settings

2). To maximize security, we strongly urge you to configure the Relay and 3CX Competitive Wallboard to use of https (TLS encryption).  To use TLS security, ensure the Relay Port is set to 8801 and the Protocol to HTTPS.  However, if your Relay is not configured to use TLS encryption, change the Relay Port to 8800 and the Protocol to HTTP.


Figure 12: Relay Protocol

3). Click Test Relay Settings to confirm ‘3CX Competitive Wallboard’ can communicate with the Relay services running on the 3CX server.

If the test was unsuccessful: 

(1) confirm you have the correct firewall port open (default TCP 8801) on the 3CX server and the firewall protecting the 3CX server.
(2) confirm that you have entered the correct IP address / FQDN for the 3CX server.
(3) confirm that 3CX Competitive Wallboard and the Relay are using the same port and protocol.

4). 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.


Figure 13: Success message box

5). Click Next to continue with the installation.

Step 5: Configure the database

When configuring 3CX Competitive 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

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”.


Figure 14: SQL Authentication

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


Figure 15: Configure Database

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 Competitive Wallboard, select the existing database name from the list.

6). Click the Test Sql Connection button to confirm connectivity to SQL Server and then click Next to continue.

Step 6: Installing 3CX Competitive Wallboard

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


Figure 16: Install 3CX Competitive Wallboard

2). The application installation progresses.


Figure 17: Installation of ‘3CX Competitive Wallboard’ in Progress

3). Once the installation is complete, click Finish.


Figure 18: Installation Complete

5.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 to Web Portal

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. The name of the 3CX extension group can be anything you choose, and managers of this extension group then become managers of the wallboard.

Once the extension group is created in 3CX and configured in the Wallboard, then you must be a member of this extension group to access the wallboard, and you must be a manager of this extension group to make changes to the wallboard configuration.

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 Login button to login to your account


Figure 19: 3CX Competitive Wallboard – Web Portal login

Register License

Once you have installed the application and logged into web portal for the first time, License screen appears. As a ‘Manager’, you need to register 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.


Figure 20: Register SoftwareSteps:

1. On the 3CX Competitive Wallboard configuration screen and in the License tab, enter your registration information in all the required fields (Note the red dot denotes a required field).

2. Click Register.

The license key permits you to install the software on one computer. This is not free software.

First Time Web Portal Login

If you are logging in for the first time, then 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.

1. As a new user, once you successfully login, the Wallboard webportal page displays INFO message box. Click OK. At this stage, you will be able to view only Settings and About tabs.

2. In the Settings section and from the Extension Group Name dropdown list, select the desired extension group name which you want to set as default one.


Figure 21: Select Extension Group Name

3. At the footer of the page, click Save. Now the Webportal displays all the other tabs and the Wallboard page displays your default extension group name.


Figure 22: Web Portal displaying all tabs

5.1.Wallboard

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


Figure 23: Wallboard showing agents, call quota and agents who met call quota

Wallboard screen can be viewed by agents who are assigned with either ‘Manager’ or ‘Agent’ role.

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 specified number of seconds.

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.


Figure 24: 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 Settings screen, the Wallboard screen displays the agent’s information in the following way:

o If the Sort Order setting is Outbound, then the agents will be displayed in the descending order based on outbound call count.


Figure 25: Wallboard Screen with ‘’Sort Order’ setting as ‘Outbound’

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


Figure 26: Wallboard Screen with ‘Sort Order’ setting as ‘Inbound’

o 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.

o 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.

• 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 the shift hours.

Presence displays current Agent Status and the Time since the latest updated Agent Status in the ‘3CX Smart Phone’.


Figure 27: Wallboard screen displaying ‘Idle Time’ and ‘Presence’ data7

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 Day represents the number of outbound calls made and answered by an agent for the day.
Week represents the number of outbound calls made and answered by an agent for the week.
Month represents the number of outbound calls made and answered by an agent for the month.
Outbound Quota Day represents the outbound call quota of an agent for the day.
Week represents the outbound call quota of an agent for the week.
Month represents the outbound call quota of an agent for the month.
Inbound Calls Day represents number of inbound calls attended by an agent for the day.
Week represents number of inbound calls attended by an agent for the week.
Month represents the number of inbound calls attended by an agent for the month.
Inbound Quota Day represents the inbound call quota of an agent for the day.
Week represents the inbound call quota of an agent for the week.
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
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 the shift hours.

The Wallboard screen displays Idle Time data only when you select Work hours type as Shifts in the Settings page.

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).
Current represents the amount of idle time since the latest call.
Presence Presence displays current Agent Status and the time since the latest updated Agent Status.

The Wallboard screen displays Idle Time data only when you select Work hours type as Shifts in the Settings page.

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.

5.1.1.Manager Rights

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

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


Figure 28: Manager Login screen showing all the menu options

• Activate/ Inactivate an agent.

• Add new agent.

• Upload new or edit picture for an agent.

• View the amount of idle time of an agent 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.

• Set inbound and outbound day, week and month call quota for any agent.

• Configure font size for ‘Wallboard’ screen.

• Specify the 3CX Extension Group to monitor.

• Edit extension group.

• Set ‘Minimum Call Duration’ (in seconds) for an extension group so that a call can stand eligible for call count only after it reaches the set time.

• Set ‘Work hours type’ for an extension 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 ‘Wallboard’ screen 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.

• Hide one or more columns in the wallboard screen except ‘Picture’ column.

• Make ‘invisible’ columns as ‘visible’ in the wallboard screen.

• Export call log reports in various available formats.

• Create filter to search call logs of the agents for a specific day (24 hours) of the current month.

5.1.2.Agent Rights

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

• Agents can view only Wallboard and About screens.

• An agent cannot edit any data.


Figure 29: Agent Login screen showing limited menu options

5.2.Queues

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

The data displayed is only about inbound external calls to the Call Queues.


Figure 30: Queues Screen

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.

5.3.Agents

Agents screen displays the information of all the active and inactive agents. As a manager, you can activate/ deactivate an agent, set inbound and outbound call quotas, and upload/ edit an image for an agent.

• The screen displays list of all the active and inactive agents associated to the group that you select from the Extension Group Name drop down list.

• Only the user with ‘Manager’ role can view Agents screen.

• You can create multiple agents (batch edits) before you save the data.

• You can inactivate multiple agents (batch edits) before you save the data.

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

• You can choose to view the ‘Agent’ Name as updated in Wallboard or as in 3CX Console Management.


Figure 31: Agents Screen

5.3.1. 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.

On checking the check box, the ‘Agents’ screen displays list of all the agents from 3CX.


Figure 32: Agents – ‘Update Agent names from 3CX’ check box

3). Information message box appears. Click OK.


Figure 33: Information message box

4). Refresh the screen to see the updated names in the Agent Name column.

When you choose to update ‘Agent Names’ from 3CX, the system updates the values for all the Agents.

5). Check the Active box to activate the desired agent.

6). In the Outbound Calls Day Quota text box, type the number of calls an agent must make each day to meet their quota.

7). In the Outbound Calls Week Quota text box, type the number of calls an agent must make each week to meet their quota.

8). In the Outbound Calls Month Quota text box, type the number of calls an agent must make each month to meet their quota.

9). In the Inbound Calls Day Quota text box, type the number of calls an agent must attend each day to meet their quota.

10). In the Inbound Calls Week Quota text box, type the number of calls an agent must attend each week to meet their quota.

11). In the Inbound Calls Month Quota text box, type the number of calls an agent must attend each month to meet their quota.

12). From the Picture drop down, select the image that you want to display for the agent.

13). At the footer of the Agents screen, click Save changes to save the settings.

You can create multiple agents at one time, but make sure to click Save to commit all your changes to the database.

5.3.2. 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.

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.

5.3.3. Inactivate Agent

1). In the Agents menu option, from the Active column, uncheck the box beside the agent whom you want to inactivate.


Figure 34: Inactivate Agent – Uncheck ‘Active’ checkbox

2). At the footer of the Agents screen, click Save changes.

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.

5.3.4. 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.

5.3.5. 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). In the Picture column click the drop down to view the list of available images.

3). Select the previously uploaded image you want to associate with the agent.

4). Click Save changes to save and view the picture for the agent.

5.3.6. Upload New Image

You can upload a new agent image and make it available in the Picture drop down list:

1). In the Agents menu option, on the top right corner, click Browse.

2). Browse to the image path.

3). Click Save changes to add the image to the picture drop down list.

5.3.7. View Agent Name as Updated in Wallboard or 3CX

You can choose to view the Agent Name as updated in Wallboard or as in 3CX Console Management.

1). To view Agent Name as updated in 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.


Figure 35: View Agent Name as in Wallboard or 3CX

5.3.8. 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 and click Save.


Figure 36: Send Group Message

5.4.Reports

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

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

1). Call Log Report

2). Agent Status Report


Figure 37: Reports Screen

5.4.1. Call Log Report

The Call Log Report screen enables you to export data in various formats.

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


Figure 38: Select – Call Log Report

Only the user with ‘Manager’ role can view ‘Reports’ screen.

2). The data represents call logs of all the agents.

3). Filter link on the left hand corner of the screen uses built-in query builder that enables you to filter call records by designing complex queries.


Figure 39: Call Log Report

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 various formats including pdf, xls, xlsx, rtf or csv.

1). Hover over the mouse on Reports tab and from the dropdown menu, select Call Log Report to display the call log records. You can filter the data displayed or exported by entering criteria in the filter row.

2). Click appropriate export button to export the logs in your desired format.


Figure 40: 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.


Figure 41: Select Extension: Get Report

5.4.2. 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.


Figure 42: Agent Status Report

5.5.Settings

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


Figure 42: Settings Screen

5.5.1.General

From here, you can select desired Extension Group Name for the Wallboard application. Based on the group name that you select here, the Wallboard and Agents screens will display data accordingly.

From Settings screen, you can also reorganize column order, control font size, column availability (making a column visible/ invisible), sort inbound or outbound call data for agents, and set minimum call duration in the Wallboard screen and these settings are applicable for all the groups associated to Wallboard application. The Minimum call duration enables you to set time in seconds after which a call that is made in the set Work hours type will stand eligible for call count. Only a user with the ‘manager’ role can view the Settings screen.

5.5.1.1. Edit Font Size

You can increase or decrease the font size for 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.

To adjust the wallboard font size:

1). On the Settings menu option and in the Settings dialog box, from the Font Size for the Monitor grid size box, increase or decrease the font size.

2). Click Save to save the font changes.

5.5.1.2. Edit Picture Height/ Width

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

1). On the Settings menu option and in the Settings dialog box,

a). To adjust the picture height:

From the Picture height in pixels size box, type the pixel value or use the up and down arrows to increase or decrease the height respectively.

b). To adjust the picture width:

From the Picture width in pixels size box, type 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 resize values.

5.5.1.3. Edit Extension Group

• 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.

• 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.

• 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.


Figure 43: Edit Extension Group

5.5.1.4. Specify the 3CX extension group to monitor:

1). On the Settings dialog box, select the desired group from the Extension Group Name drop down.

2). Click Save to save the selected extension group.

5.5.1.5. 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 Save


Figure 44: Setting Minimum Call Duration as 15 seconds

5.5.1.6. 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 Regular option.

Regular shift is day shift and the timings are 12:00 AM to 11:59 PM

• Set Shift Timings

1). Beside 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.


Figure 45: Work Hours Type – setting shift timings

5.5.1.7. Sort Order Setting for Inbound or Outbound Call Data

Based on inbound/ outbound Sort Order setting, you can see that the Wallboard screen displays the agents in descending order based on their inbound/ outbound call count respectively.

1). On the Settings dialog box, beside Sort Order, select Inbound or Outbound option.

2). Click Save.

5.5.1.8. Looping 3CX Extension Groups for desired time

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


Figure 46: Looping the display of 3CX Extension Groups

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

2). 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.

3). Click Save.

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.

5.5.2.Grid Columns

You can display Wallboard screen based on ‘Sort Order’ setting and Column availability. Based on your requirement, you can hide either ‘Inbound’ or ‘Outbound’ columns or make both of them visible. If the Sort Order setting is Inbound, the Wallboard screen sorts the agents in descending order based on their inbound call count. Similarly, if the Sort Order setting is Outbound, the Wallboard screen sorts the agents in descending order based on their outbound call count.

You can refer the following screenshots for more clarification:

1). CASE-1: Outbound columns made invisible, Sort Order: Inbound



Figure 47: Outbound Columns Invisible, Sort Order: Inbound

2). CASE-2: Inbound columns made invisible, Sort Order: Outbound



Figure 48: Inbound Columns Invisible, Sort Order: Outbound

3). CASE-3: Both Inbound and Outbound columns visible, Sort Order: Inbound



Figure 49: Both Inbound and Outbound columns visible, Sort Order: Outbound

4). CASE-4: Both Inbound and Outbound columns visible, Sort Order: Outbound



Figure 50: Inbound and Outbound Columns Visible, Sort Order: Outbound

5.5.2.1. Reorganize the columns order for 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 or button to move the column to the left or right hand side respectively.

5.5.2.2. Hide/ Show Columns for Wallboard screen
Hide a Column

1). On the Settings dialog box, under Wallboard Grid Visible columns and Order list box, select the column that you want to hide in the Wallboard screen.

2). Click button to move it to the Wallboard Grid Invisible columns list box.

3). Click Save.

Show a Column

1). On the Settings dialog, under Wallboard Grid Invisible columns box, select the column that you want to make visible in the Wallboard screen.

2). Click button to move it to the Wallboard Grid Visible columns and Order list box.

3). Click Save.


Figure 51: Hide/Show Columns

5.5.3.Site Settings

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

1. Customize the gradient color of ‘Application Header’

2. Customize grid color in screens that display grid data

3. Customize logo on the ‘Application Header’

4. Customize ‘Header Title Prefix’ on the ‘Application Header’


Figure 52: Settings: Site Settings Screen

Custom Brand Settings

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


Figure 53: Select Site Settings

2. In the Custom Branding Settings form, perform the following Brand Setting Customizations:

a. Customize Application Title Header – Gradient Color

i. Beside Header Gradient 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’.


Figure 54: Header Gradient Color: Top Color Palette

ii. 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.

b. Customize Grid Color

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


Figure 55: Grid Color

ii. The final display after applying ‘Grid Color’ branding settings:


Figure 56: Display of Customized Grid Color

c. Customize Logo

i. If you are uploading the logo for the first time then, beside Upload New Logo field, click Browse and select the logo that you want to apply. You will now observe that the logo is added to the Custom Logo drop down list.

ii. From the Custom Logo drop down list, select the logo that you have just uploaded.


Figure 57: Custom Logo

d. Customize ‘Header Title Prefix’ Text

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


Figure 58: Custom Header Title Prefix

3. Once you perform desired customizations, click Apply.


Figure 59: Display of Customized Brand Settings

6.3CX 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.

A single extension can exist in more than one extension group.

6.1. Create 3CX Extension Group

1). Log into 3CX Management Console as ‘Manager’

2). On the left pane, select Extensions

3). On the tab bar, click Add Group

4). In the Members tab, under Extensions Group Settings, in the Group Name field, enter the group name

6.2. Assign Extensions to 3CX Extension Group

1). On the left pane, select Groups and then in the Groups page, click on the desired Group name to which you want to assign the extension. The respective group page appears.


Figure 60: 3CX Management Console: Groups

2). In the General screen of the respective Group page, and under Members, click Add button to display the list of unassigned members.


Figure 61: Click ‘Add’

3). In the Select group members to add page, select the desired extension that you want to add to the group and then, at the footer of the page, click OK and the page closes.


Figure 62: Add Extension to Group

4). Again, on the header of the respective group page, click OK and the page closes.


Figure 63: Add Extension Group

5). Now, in the Groups page, you will observe that the Total Extensions count is updated for the respective group name to which you have assigned the extension.

7.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.

Suggest Edit