Free Wallboard for UCCX 428

Wallboard  noun
: a screen or web page designed to be shown on a tv/display mounted in a call center.  It provides real time stats that are easily view-able.

The Background

My company has never had a real wallboard – we’ve shown the built in UCCX real time statistics page on a projector in the past, but it’s always been a low rent affair.  So, as part of a new new system install, I was asked to integrate with the site’s wallboard.  It turns out that their wallboard was just a plasma TV displaying some queue and agent stats.  I think we can do this.
So, I began researching free wallboards that would work with my Unified Cisco Contact Center Express (UCCX) call center.  There are a number available, including a nice one from Tenox, as well as the Free of charge Wallboard 2.4.  I liked the Free of charge Wallboard, but it was broken for UCCX 8, and had a pretty dated look, so I decided to update this wallboard, making it compatible with UCCX 8 and up, as well as giving it a significant face-lift.

A new free UCCX wallboard is born

On to the good stuff, a description of this free to use Cisco call center wallboard. Let’s start with some of the screenshots of what the system looks like:

You can show multiple CSQs (customer service queues) on one screen

UCCX call center stats on a wallboard

the main CSQ pages shows each CSQ with quite a bit of detail.

Or you can focus on only one CSQ

By selecting the "OnlyOneQueue" option, you can focus on one CSQ

By selecting the “OnlyOneQueue” option, you can focus on one CSQ

You can also show summary CSQ data

UCCX ICD stats on a wallboard

An optional page that displays the totals for the entire call center


About the Wallboard

This wallboard is free to use.  As mentioned before, I am not the original author, however I’ve done a number of updates and modifications to the script, and think it looks and works quite nicely.  Some key features:

  • It’s free!
  • All configuration data is stored in a single commented file – it’s easy to see what need to be changed.
  • Updated style – most styling (the look and size of elements) is stored in a css stylesheet.
  • Works with UCCX 8 – 10 – this is reason enough to use this script (in my book)

What is shown on the display:

  • Logged in Agents
  • Available Agents
  • Talking Agents
  • Calls in Queue
  • Calls Handled
  • Total Calls
  • Calls Abandoned
  • Current Wait Time
  • Longest Wait Time

What do the different colors mean (gray / yellow / red)

  • grey – if you have available agents then the row containing your queue will show as grey
  • yellow – If you currently have no available agents (no one logged in, everyone talking, etc) the row will turn yellow
  • red – calls are holding in the queue for an agent to become available.



The overall idea is that you will have a windows server that will connect via an odbc connection to your UCCX server.  To view the wallboard, a client pc or wallboard machine will simply view the windows server default website.

Here’s how I did it:

  1. Create a windows server (I used a virtual machine).  I found it easier to use the 32 bit version of windows, since UCCX will only use the 32 bit Informix drivers.
  2. Install IIS on the Windows server, and include ASP.  Once installed, go to the IP of your Windows server and make sure that you see the default IIS website.
  3. Download and and extract the Wallboard (link at the bottom of this article).  Put these files in the default directory of your IIS install (usually C:\inetpub\wwwroot).
  4. On your UCCX server, you’ll need to know the uccxwallboard user password.  I had no idea, so needed to reset this.  Just go to Tools -> Password Mangement and change the password for the Wallboard User.   Do not use Special Characters like &!”$£, as it won’t work.  You’ll need to do this (and make the passwords match) on both servers if you have an HA cluster.   Note about wallboard users – Cisco specifically recommends  not using the uccxhruser, as it can cause high CPU utilization, so to stay on their good side, we’ll use the wallboard users and forego any agent data.password
  5. Also on your UCCX server, go to Tools > Real Time Snapshot Config and enable the “Data Writing Enable”, “ICD CSQs Summary”, “ICD System Summary”, and set the Data writing to whatever you like.real-time-snapshot
  6. Now you’ll need to download and install the IBM Informix database drivers.  You can find them here:  I used the 4.10 version.  Please note the extra hoops you’ll need to jump through to install this on Windows 64bit.  I installed all features except the OpenAdmin Toolinformix-install
  7. Now it’s time to configure the ODBC connection on your windows box.
    1. Launch the ODBC Datasource Administrator (Start -> Administrative Tools -> Data Sources (ODBC)
    2. Click the System DSN tab
    3. hit ADD
    4. Choose IBM Informix ODBC Driver
    5. Finish
    6. For Datasource name enter UCCX (you could pick anything you’d like)
    7. on the connection tab, enter the following
      1. Server Name – the name of your server with _uccx appended
        1. Convert all uppercase characters to lowercase characters
        2. Replace all hyphens with underscores
        3. If the host name starts with a number, add the prefix i
        4. Append _uccx to the server name
        5. For example, if your host name is 123-UCCX-1, your instance name will be i123_uccx_1_uccx
      2. Host Name – enter the DNS host name of your UCCX server (make sure the Windows server can ping this box – if not then you may need to add an entry in your hosts file for the name resolution).
      3. Service – 1504
      4. Protocol – onsoctop
      5. Database Name – db_cra
      6. User Id – uccxwallboard
      7. Password – the password from step 5dsn-connection
    8. Click the apply button
    9. On the Environment tab set the Client and Database locales to en_US.UTF8environment
    10. You should now be able to go back to the connection tab and hit “apply & test connection”, and have the test succeed.
  8. Finally, we’ll need to edit the parameters.cfg file that is currently in the wwwroot folder.

Configuring the parameters.cfg file

There are a ton of options in the parameters.cfg file, but luckily, there aren’t too many that have to be changed.  The file is well commented, so you should be able to figure it out.  Here are the highlights:

  • ServerURL = the url to your windows server that hosts your file.  include the full url with trailing /
  • DBsource = the IP address of your primary UCCX server
  • DBServer = the Server Name of your UCCX server from step 7.1 above
  • DBuserID and DBpass = the credentials for your wallboard user.
  • DSN = the name of your DSN connection from step 6 above
  • OnlyOneQueue = if you have only 1 CSQ then set this to 1.  this will cause the page to display taller, but will only show one CSQ

That should get you started.  You’ll notice that there is a good bit of coding in the script for agent data and stats.  It is not possible to use this to pull agent stats using the uccxwallboard user.  if you want to go against Cisco recommendations and use the uccxhruser, you can change the DisplayAgentsStatsTrue to 1, and pull information about agents.  I don’t do this on my production server.

Required files (you only need the latest version):

428 thoughts on “Free Wallboard for UCCX

  1. Eric Labelle Oct 13,2016 10:01 am

    Great wallboard, thanks to all for all your advises, experiences and instructions. Had it working in no time following all of your advises. I’ve even been able to work the .asp file to make some minor changes to the layout. Does anyone know if it’s possible to had the average waiting time variable in the wallboard (at least in the ICD section)?

  2. Greg Atkins Sep 13,2016 1:05 pm

    I can’t get this to work after following the guide. I keep getting a 404 file or directory not found (when going to http:///default.asp. I can access the default IIS page when just going to http://localhost. Is the UCGuru folder supposed to be at the root directory of the wwwroot folder?

  3. james.kell.58 Sep 7,2016 8:57 pm

    Just a tip for anyone who experiences the same issue as me …

    The wallboard would stop at random intervals with the “500 – Internal server error”. It only required a refresh to continue but it would re-occur some time later. The IIS logs showed |442|80020009| at the time of failure.

    There is code in the CSQ module that references the SQL result set without first checking for EOF:

    If displayPageHeader = 1 Then
    Response.Write “”
    Response.Write “stats began at ” & objRS(“startdatetime”) & ” EST”
    Response.Write “”

    I’m not sure why but it appears that the SQL request would sometimes return null and the code would fail at this point. I added “And Not objRS.EOF” in the IF statement and the failure has stopped occurring.

    The new IF statement is:

    If displayPageHeader = 1 And Not objRS.EOF Then

    Or you can just turn off the displayPageHeader in parameters.cfg which will stop this part of the code from executing.

    Good luck.

  4. derek andrew Sep 6,2016 3:39 pm

    It is working here on UCCX 11.0(1).

    • Leonardo Saavedra Sep 14,2016 5:54 pm

      HI!… do you set the v10 on the parameters.cfg?

    • derek andrew Oct 11,2016 5:24 pm

      Ran into a weird problem. We were running UCCX 11.0(1) but we were on the 100 agent OVA. We got some licences so over the weekend, I took a backup, deployed the 400 agent OVA, and restored. Nothing else changed, still 11.0(1).

      Now, the wallboard stopped working with a “500 – Internal server error”.

      I brought up the old 100 agent OVA, and there was total success. The wallboard worked. I brought up the the 400 agent OVA and it fails with the 500 error!

      I have narrowed it down thus:

      When building the DSN, at the press apply and test step, running the 100 agent it says “Test connection was successful“.

      At the same point, running the 400 agent it says “Test connection was not successful. [Informix][Informix ODBC Driver][Informix]Incorrect password or user is not known on the database server.” (where machine is the name of the pc running the UCGuru wallboard.)

      I am baffled and befuddled. The 400 agent version was restored from the backups of the 100 agent.

      Oh, and I did check the uccxwallboard password. I set it to the same value it had had and received a message that it was already that value.

      • derek andrew Oct 13,2016 1:19 pm

        Problem solved. There was a Cisco bug, CSCul06940. For some unknown reason, the uccxwallboard password gets changed, and you cannot change it on the Tools>Password Management web page.

        This wallboard does work on 11.0(1).

  5. Joey Gore Aug 31,2016 10:42 am

    Thanks for this awesome Wallboard! We have been using it for close to a year now. One thing that has been asked, is if we can display an active list of agents that are configured for a particular skill/queue. We do skill based allocation and we have a CSQ that matches the Skill that the agent needs to answer calls in that CSQ. Can we update the ASP and/or Parameters.cfg file to pull Current Agents with a particular skill? Our supervisors are constantly moving agents around in different skills/queues and we was looking to see if there is faster way to have it displayed other than going through UCCX administration. Thanks


  6. Charlie Taylor Aug 9,2016 1:15 pm

    This should be an easy one for you guru’s after reading all 4 pages of thoughts looking….

    Have all installed all S/W and dBconnection passes, IIS works but get the black screen that has the ‘server processing URL error / click here more info’ issue that was mentioned a few times here. A couple of solutions has a 32bit fall back fix which I can’t do. The page comes up with ‘My Company Wallboard’ tab so we know its close.

    Any suggestions:
    UCCX – 10.6
    IIS Server – Win7/64

    Do I need anything else in the ServerURL line?

    //DB and URL settings
    Const IPCCversion = "10"
    Const ServerURL = ";
    Const DBsource = ""
    Const DBServer = "houesccx01_uccx"
    Const DBdatabase = "db_cra"
    Const DBuserID = "uccxwallboard"
    Const DBpass = "12345"
    Const DSN = "UCCX"

    Thanks for any help

  7. wiscodisco Jul 28,2016 7:32 am

    So I have a stupid question.

    Where do I find the team ID’s? I can find the name just on the web interface but I have no idea where to look for the number associated with that.

    Other then that everything is working great.


    • James White Sep 26,2016 2:38 pm

      So what you have to do is change the uccxwallboard username to uccxhruser in the ODBC connection and the parameters.cfg.

      Ensure that you know the uccxhruser password, if not reset it in UCCX. This password only affects external wallboards. DO NOT USE SPECIAL CHARACTERS! Then, for the UCCXTeamID will be a number. I have four teams total, the default, and three others. My last team-id is 6. That you may need to play with as it seems the team-id increments by 2 in between the teams.

      I hope this is helpful!

  8. DrPopcorn Jul 5,2016 5:33 pm

    Just got this up and running, thank you very much for developing this.

    We’re trying to change the time when our stats ‘reset’ on the wallboard. Currently it is resetting at 00:01; we would like to be able to set stats to reset at 05:30. Is there an easy way to do this?

    • Terry Mason Jul 5,2016 7:11 pm

      The wallboard pulls from a wallboard database on your UCCX server. The reset of the stats happen on the UCCX server – I don’t think there is any way to control when it resets though.

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