A wallboard is a live screen for a queue or a team: callers waiting, agents and their status, answered and lost calls since the last reset. This guide builds one from scratch in Wallboard, Settings. It takes about ten minutes, and the finished board runs on any TV or screen without a login.
Before you start
- Your JEDWare role needs the Wallboard Settings feature. See User roles.
- The queues and extensions you want on the board must be visible to JEDWare. See Visible queues and Visible extensions.
- The settings page has five tabs: Wallboards, General, Queues, Inbound/Outbound and Icons. Which tabs and panels you see depends on the layout you pick in step 2.
1. Create the wallboard
- In the left menu, open Wallboard and click Settings. The Wallboards tab opens.
- Under Create new wallboard, type a name, for example the queue or the room it will hang in, and click Create.
- The new board appears in Select wallboard with its ID and layout number. Click a row to open its settings; the minus icon deletes a board.
2. Pick a layout
Open the General tab. The Wallboard layout panel shows the eleven layouts as thumbnails. The magnifier opens a full-size preview, and Read more opens the article for that layout. Click the card you want; the page reloads and the other tabs adapt to the layout.
- Layout 1 shows a single queue, the other queue layouts take several.
- Layouts 5, 6 and 7 are agent boards without a Queues tab; their second tab is called Agents.
- Layouts 1, 7 and 9 have a message line you can write on.
Not sure which one? Browse the Wallboard Gallery first.
3. Name, share link, message and reset
The left column of the General tab holds the panels every layout has:
Wallboard name
The name shown in the wallboard list and in the board picker. Rename it here at any time.
Public share link
Click Generate link to get an address that opens this wallboard without a login, made for TV screens and shared displays. The panel shows when the link was created and by whom, Copy puts it on the clipboard, and Revoke link kills it. Treat the link like a password: anyone who has it can see the board.
Wallboard message
On layouts 1, 7 and 9 the board has a message line at the bottom: a weekly goal, a welcome, a shout-out to the team. Emojis work.
Wallboard reset time
The counters on a board run from the last reset. Reset sets the schedule: daily, weekly or monthly. Days picks the weekday or the day of the month, and Time is the time of day the counters clear, for example 07:00 for a board that should start fresh every morning.
Reset wallboard now clears all data on the board immediately. Use it after you change queues or settings and want the board to start over.
4. Display settings
The Wallboard settings panel on the right decides how agents and numbers are shown. The list differs per layout; these are the common ones:
- Show agents in queue first sorts agents logged into the queue to the top.
- Hide agents logged out of queue and Hide offline agents keep the board short.
- Show agent’s time in status and Show agent’s skill add those columns.
- Show Reset Interval On Wallboard prints the reset schedule on the board.
- Sort agents by orders the agent list by extension, name or status.
- Agent status update time is the refresh rate, from 300 to 10000 milliseconds. On a large 3CX with many queues and agents, raising it from 300 ms toward 5000 ms lowers the load on your server.
- Exclude call tracking outside specified hours keeps calls outside the start and end times out of the counters, separately for outbound and inbound.
Layout-specific options, such as the legacy layout on Layout 2 or the mail button on Layout 7, are explained in each layout’s article. Press Save after changing settings.
5. Hide agents
Agents hidden on wallboard lists every extension. Tick the ones that should not appear on this board: dummy extensions, hotdesk phones, door phones, SIP devices. Hide as few real agents as possible. When an agent is in a queue but hidden on the board, troubleshooting gets confusing for you and for our support.
The panel is not shown on layouts 4, 5, 6, 7 and 12, which have no agent list.
6. Add queues
Open the Queues tab and click Add queue. The dialog lists every queue JEDWare can see; queues already on the board are crossed out. Tick the queues you want and click Add queue. Layout 1 takes one queue, the others as many as fit the layout.
Every queue gets a row in Queue settings:
- Name is the label shown on the board. Rename it if the 3CX queue name is too long or too technical.
- Calls in queue and Abandoned calls are the numbers at which the board turns the queue red.
- SLA (sec) is the waiting time you promise your callers. SLA is close alert (sec) turns the queue yellow that many seconds before the SLA is breached.
- Enable SLA alert sounds plays a sound on the board when the SLA is close. See Enable SLA sound alerts.
- The arrows and the drag handle change the order of the queues on the board; the minus icon removes a queue. Search by name filters a long list.
Queue changes take effect after the next reset. Click Reset wallboard now on the General tab to apply them right away.
7. Track inbound and outbound calls
Queues only count queue calls. The Inbound/Outbound tab adds a counter for the direct calls your agents make and take. Tick Enabled, then tick the extensions whose calls should count under Extensions to track outbound calls from. On layout 6 the list tracks inbound calls instead. Layouts 8, 10 and 12 have no tracker.
8. Status icons
The Icons tab sets the name and icon for each agent status on the board: the three 3CX statuses Available, Break and DND, and the two custom statuses from your 3CX. Type a name of up to 14 characters and click the icon button to pick one of the 34 icons. Layouts 4, 7 and 12 have no status icons.
9. Save and open the board
Every change you make is counted in the bar at the bottom of the page. Click Save to write them all at once, or Discard to throw them away. Then open Wallboard in the left menu and pick your new board, or paste the share link into the browser on the TV.
Board empty or missing a queue? Wallboards don’t show up correctly explains the restart that loads new settings into the integration.