SoftTrain Cloud > Documentation


Dynamic Wallboards

Wallboard Application

To apply for a new wallboard, please use the following link.
Wallboard Application Form

The video below shows an overview of the Dynamic Wallboards product including configuring of the cards that make up the wallboard content.


User Access Permissions

There are 3 levels of user access permission as defined below.  When a new user access permission is added, an email is sent to that new user asking them to either verify their account or to let them know they have been given permission to access the wallboard.  Wallboard users will not be able to access the wallboard until they have verified their account.
PLEASE NOTE:  Check SPAM/JUNK folders in case the email has been moved there.

User Standard user who is able to view the wallboard
Super User As per standard user, but also with the ability to edit the layout of the wallboard and add new user access permissions
Administrator As per Super User, but also with the ability to amend the PBX Credentials (username and password that the wallboard uses to connect to the PBX)

Overview

Below is a brief description of the features of the dynamic wallboard.

Menu Drop-down menu listing options depending on wallboard user access permissions including:
  • Manage Users
  • PBX Credentials
  • Log off
Wallboards Switch between the different wallboard layouts configured for this PBX.  Wallboard tabs can be renamed by right-clicking on the title and selecting 'Rename'.
Add new wallboardAdd a new wallboard layout
Delete wallboard Delete the currently selected wallboard layout
Lock layout Unlock: Editing of the wallboard layout is possible.  Locked: Wallboard layout is saved and editing features removed to see how it will look to wallboard users with 'User' permission
Add new card Add a new card to the currently selected wallboard layout.  See below for the different card options
Remove card Remove the specific card from the currently selected wallboard layout
Edit card Edit the specific card from the currently selected wallboard layout
Resize card Resize the specific card from the currently selected wallboard layout

Notes:

  • In order to save any amended configuration, the lock button must be clicked as locked.  Until then, the configuration will remain with the original configuration.
  • Caution should be taken if multiple instances are able to update the configuration to ensure one instance doesn't overwrite configuration changes made by another instance.


Add new card

There are currently 5 types of card that can be added to the wallboard layout as listed below.
Agent listCreate a list of agents/PBX users to get for specific queues, including extension, name, calls in/out/internal, status etc.
Live Queue StatsCreate a table of live data specific to the selected queues including number of available agents, calls in progress, queue length, last wait time
Queue TotalsCreate a table of queue data including number of calls in, calls routed, calls missed and maximum length.
Single Data PointsCreate a card with a single item of information, including available agents, calls in/out/internal/missed/unreturned, average answer time, longest duration etc
Chart/GraphCreate a chart/graph for specifically selected queues including SLA on calls answered, breakdown of calls types (in/out/internal/missed), gauge of percentage of answered calls and stack chart of calls types (in/out/missed) per hour.

Tags

When selecting queues (aka Call Groups), the queue must be tagged with a specific unique tag in the PBX. The tag is case-sensitive, so ensure the tag matches the value in the PBX.  
It is often the case that a single call group might have multiple dialplan rules with different tags, but all routing to the same call group.  In this case, it is best to have structured the dialplan rule tag with a common text string and then add that common text string as the tag when adding the queue card to the wallboard.

For example:
Rule nameTagCall Group
Option1Rec_Opt1Reception
Option2Rec_Opt2
Reception
Option3Rec_Opt3
Reception


Notes:
  • The * wildcard is supported at the beginning or end of the tag string.
  • For the Agents list card, it is possible to show all calls (no matter what queue/tag), by entering just * into the tag field.
  • If the Maximum Concurrent Calls card is required, then the PBX will require a specific tag.  Append the tag on the PBX with calls:${GROUP_COUNT(Trunk)} and then use the * wildcard.  For example, when the tag is Reception:
PBX Tag
Wallboard Tag
Reception, calls:${GROUP_COUNT(Trunk)}
Reception*

  • It is possible to append new tags to the existing tags defined for a call by using the following syntax in the dialplan ${TAGS}
PBX TagResult
${TAGS}, Reception
This will append Reception onto the end of the existing tag



Inline comments

When editing wallboards, further detailed information can be found by hovering/clicking on the information icon.


Appendix

1. Wildix Authentication

Wildix license with WebAPI - TAPI - Integration required for agent status and live queue data and an administrator account require for accessing call data via Call History API.


Please note that the authentication between the wallboard and the Wildix PBX uses the 'admin' user by default.  If the wallboard is used on a PC that also uses Collaboration, care will need to be taken to ensure the permissions are set correctly as there is likely to be a conflict between the wallboard and Collaboration since they both use an underlying XMPP connection to the PBX.  If the PC needs to run the wallboard and Collaboration, then the recommendation is to update the wallboard to use a different user (ideally the same user that is using Collaboration) to ensure access to the PBX is restricted.

2. Browser Support

Please note that the wallboard requires an Internet browser that supports asynchronous javascript.  Most desktop browsers now support asynchronous javascript and our recommendation is to use Chrome.  Some older TV browsers may not have support for this yet - so please check the device that the wallboard will run on.  The link below will help identify whether asynchronous javascript it supported.  If supported, it will respond with PASSED.  If not supported, it will just remain as 'Checking async support...'

https://wallboards.softtrain.co.uk/async.html

3. Troubleshooting

IssuePossible resolution
You are receiving the message:
PBX disconnected - you may need to logout of Collaboration
but you are logged out of Collaboration		There may still be a session open with the PBX using a non-authorised user.  You can try forcing a logout by going to the following URL in your browser:
https://{yourdomain}.wildixin.com/api/v1/personal/logout

You are unable to drag cards to the bottom of the pageThe height of the screen is determined when you first login to the Dynamic Wallboard.  If you have changed the zoom level of the browser, then this may impact the available screen height.  Try reloading the page once the zoom level is set to update the available screen height.
All the cards have disappeared apart from oneThe wallboard needs to be locked in order to save the configuration.  If the lock button has not been clicked, it's possible that the cards are laying on top of each other.  Try moving the top card to see if the others are below - if so, ensure the lock button is ticked when the layout is finalised.


{end}