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Queues Wallboard

See every waiting caller and every agent, live.

One browser screen for your 3CX queues. Spot long waits before callers hang up, see who is free, and log agents in, listen, whisper or barge without leaving the board.

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  • Live agent status
  • Yellow and red wait alerts
  • Listen, whisper, barge
Wait-time alerts

Spot long waits before callers give up.

The Queues view lists every caller waiting in your queues, and colors each one by how long they have waited, using two thresholds you set in minutes.

  • WhiteWaiting an acceptable amount of time.
  • YellowWaiting longer than your first threshold.
  • RedWaiting longer than your second threshold.

Each caller also shows two timers: time in the current queue, and total time in your phone system. The second one shows callers who have been passed between queues before reaching the right person.

The Queues view, with one caller past the yellow threshold and one past red.

Threshold settings. Here yellow starts at 1 minute and red at 2 minutes.

Agents view

Every agent, sorted into five columns at a glance.

Who is on a queue call, who is free, who is busy with other calls, who stepped away and who is out of the queue. Each card shows the agent's extension, name and current status.

  1. Queue calls

    Agents talking with a caller from one of your queues.

  2. Idle

    Agents in the queue and available for the next queue call.

  3. Non-queue calls

    Agents on an inbound or outbound call that is not in any queue.

  4. Unavailable

    Agents who are not available right now, for example on Lunch or Do Not Disturb.

  5. Logged out

    Extensions that are not in any queue right now, or not registered.

Where it helps

Built for anyone who runs a 3CX queue.

Contact centers and support desks

Supervisors watch several queues at once, catch callers waiting too long and move free agents onto the busiest queue.

Clinics and front offices

The front desk can see how many callers are waiting and who is free to help.

Teams that share one big screen

Open the board on a big screen in the room, with your logo and a larger font on the Queues screen, so the whole team sees when the queue backs up.

Managers of several queues

Filter by queue, extension group or agent to see exactly the part of the phone system you run.

Filters

Show exactly the queues and people you manage.

Filter the board by queue, extension group and specific agents, and choose which columns to show. Look across every queue at once, or only the ones your team handles.

  • Pick several queues, groups and agents at once
  • Show or hide any of the five columns
  • Your filter choices are saved for next time

Queues Wallboard is included in the VoIPTools Subscription.

One subscription gets you Queues Wallboard and 30+ other add-ons for 3CX.

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Act from the board

Fix the queue without leaving the screen.

Open the menu on any agent or call for these actions. You can keep the menu for managers only.

Listen

Listen to a live call silently, without speaking to anyone on it.

Whisper

Speak to the agent during the call without the caller hearing.

Barge

Join the call and speak with both the caller and the agent.

Change status

Set an agent to Available, Away, Lunch, Do Not Disturb or Business Trip.

Log in or out

Move agents into or out of queues as the wait builds.

Call an agent

Start a call to an agent straight from the board.

Transfer

Move a call or an agent to a different queue.

Drop a call

Disconnect a participant from a call when you need to.

Everything in Queues Wallboard

  • Web-based
  • Agents view and Queues view
  • Live agent statuses
  • Idle time presence
  • Call listening
  • Agent whispering
  • Call barging
  • Call tracking and grouping by wait
  • Filters by queue, group and agent
  • Internal calls option
  • Manager and agent views
  • Custom Branding and font size
Details

Requirements, updates and documentation.

Downloads and documentation
  • 3CX version 20
  • A separate Windows 10 or later, or Windows Server 2012 or later, machine running alongside 3CX, with at least 8 GB of memory. It cannot be a domain controller.
  • The Windows web server role turned on, and Microsoft .NET 4.7.2
  • Microsoft SQL Server 2016 or later (the free Express edition works)
  • VoIPTools Relay, which connects Queues Wallboard to your 3CX system
  • Static IP addresses for both servers, with port 7950 open between them
  • People sign in from a web browser with their 3CX extension and voicemail PIN.

Check the documentation for the current release and full setup details for your environment.

Questions

Queues Wallboard questions, answered.

Anything else? Our team answers 24/7 from the USA, India and the Philippines.

What do yellow and red mean?+
You set two thresholds in minutes. A caller who has waited longer than the first is shown in yellow, and longer than the second in red, so the longest waits stand out.
Can we show it on a big screen?+
Yes. The wallboard is a web page, so you can open it on any screen in the room. You can raise the font size of the Queues screen and add your logo, header title and colors.
Can agents see the wallboard too?+
Yes. Managers see every menu, agents get their own view, and you can keep the action menu for managers only.
What is the difference between listen, whisper and barge?+
Listen lets a manager hear the call silently. Whisper lets them speak to one person on the call without the other hearing. Barge lets them speak with both.
Does it work across several queues?+
Yes. Choose any mix of queues, extension groups and agents, and look across all of them at once or just the ones your team handles.
How do people sign in?+
With their 3CX extension number and voicemail PIN.
Got a question?

Talk to the team that builds Queues Wallboard.

Whether it is Queues Wallboard, another add-on, or a custom solution built around your needs, we can help you get the most out of 3CX.

Already a customer? For help with an install or an issue, email Support@VoIPTools.com.

Thank you. Your question has been sent, and our team will get back to you soon.

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Put your queues where everyone can see them.

See it on a live demo, or get it today as part of the VoIPTools Subscription, with 30+ other add-ons included.

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