Free Wallboard for UCCX 336

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 UCGuru.com 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.

 

Installation

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 UCGuru.com 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: ciscounitytools.com.  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):

336 thoughts on “Free Wallboard for UCCX

  1. Kenneth M. Johnson Aug 20,2015 12:23 pm

    I take from reading some of the comments that this free wallboard works well with Cisco UCCX 10.5. Is that correct? Thanks in advance for your replies.

    K.J.

  2. Darryl Aug 20,2015 6:09 am

    Thanks for much for a great wallboard! For those people interested in adding a sound to your wallboard when it turns red, try the following:

    In default.asp goto the following section around line 466

    While Not objRS.EOF
    If objRS(“availableAgents”) intCSQStatsMaxQueuedCalls Then
    TextColor = TextColor_CSQStats_ArtNoAgentsAndCallsInQueue
    TableColor = TableColor_CSQStats_ArtNoAgentsAndCallsInQueue
    Else
    TextColor = TextColor_CSQStats_AlertNoAgents
    TableColor = TableColor_CSQStats_AlertNoAgents
    End If
    Else
    TextColor = TextColor_CSQStats_StatusOkay
    TableColor = TableColor_CSQStats_StatusOkay
    End If

    Add in the following line

    While Not objRS.EOF
    If objRS(“availableAgents”) intCSQStatsMaxQueuedCalls Then
    TextColor = TextColor_CSQStats_ArtNoAgentsAndCallsInQueue
    TableColor = TableColor_CSQStats_ArtNoAgentsAndCallsInQueue
    Response.Write “”
    Else
    TextColor = TextColor_CSQStats_AlertNoAgents
    TableColor = TableColor_CSQStats_AlertNoAgents
    End If
    Else
    TextColor = TextColor_CSQStats_StatusOkay
    TableColor = TableColor_CSQStats_StatusOkay
    End If

    Put in whatever .wav file you want into your web server directory and turn your speakers up.

  3. Felix Sarayar Jul 22,2015 9:28 pm

    Hi Guys,

    where can i adjust the position of the CSQ boxes?
    I only have 3 CSQs and they are all aligned to the left of the screen.
    Can I move them to be more centred on the screen?

    Thanks
    Felix

  4. Kevin Mulder Jul 17,2015 10:42 am

    Guys,

    The wallboard is great and i got if finaly working!! At least i thought when i saw the page and all the database info.

    But after 10 seconds when he was trying to refresh the database stats the site gives an error:
    500 – Internal server error.
    There is a problem with the resource you are looking for, and it cannot be displayed.

    So the site works with the correct information only for 10 seconds.

    What can i do about this problem? Any idea’s?

  5. jagciscovoip Jul 15,2015 10:39 am

    Anyway we can modified the Text Size of the CSQ name?

    Const TableColumnHeader_CSQStats_Column1 = “CSQ Name”

  6. Tyler Woods Jul 14,2015 10:49 am

    Great script so far. Has anyone figured out how to get Service Level per queue?

    • Tyler Woods Jul 14,2015 5:30 pm

      OK, I’m running 10.5. Looking through the schema I ran across “serviceLevelPercentage”. I have never done ASP but have a passing grasp of scripting. At this time we are only showing the CSQ view and I attempted adding “serviceLevelPercentage” to lines 429 and 435 like the others. The moment I do this I get a 500 error on the page. Added the item in parameters.cfg and the necessary HTML table addition.

      I’m guessing that doesn’t actually exist in my UCCX since it bombs out the moment I place those there? Anyone else add new stats to this with success?

      • LeadFoot Jul 14,2015 8:00 pm

        Just a heads up that when you’re using a variable in ASP you need to declare it at the top of the script. Just look at the other variables at the top and add yours.
        Hop that helps.

      • Tyler Woods Jul 15,2015 10:33 am

        Thank you for the reply.

        If I’m understanding this correctly a variable is declared when preceded by “Const”. I have created a new one to be displayed and just incremented it under the CSQ ones so it is number 12. This did not working.

        Posting my question at the Cisco Communities someone there mentioned serviceLevelPercentage only exists in ContactServiceQueue which would explain why this bombs out the moment I put serviceLevelPercentage in the selectSQL and strsql sections. Appears I’m back to square one.

        I’m cool with doing the math in ASP to present in HTML. Anyone here know how to get particular call quantities in and out of threshold?

        -Tyler

  7. mangala Jul 13,2015 2:25 am

    Is there any possibility to get the service level ?????

    Thank you!!!

  8. dcela Jul 10,2015 2:15 pm

    Would it be possible to display the reason code in the Agent current status column?

  9. KingRichard Jun 30,2015 2:39 pm

    I am trying to also show abandonment percentage.
    I tried dividing the callsAbandoned by totalCalls – but the page crashes.
    Odd, huh?

    This is in the default.asp, row 519 or so…

    callsDequeued = 0
    callsDequeued = objRS(“totalCalls”) – objRS(“callsHandled”) – objRS(“callsAbandoned”) – objRS(“callsWaiting”)

    I add these 2 rows to the bottom of the two above, and the page won’t load, suddenly. It works locally on the server, but not from remote web-browser…

    abandonPercent = objRS(“callsAbandoned”) / objRS(“totalCalls”)
    abandonPercent = abandonPercent * 100

    I am trying to show an abandonment percentage for each queue…
    Any guesses?

    • LeadFoot Jul 1,2015 9:31 am

      If abandonPercent is a new variable, be sure to declare it at the top of the script.

      • KingRichard Jul 2,2015 3:08 pm

        OK, I was sure I had declared it before…
        I tried it again. And it works fine. I guess I just had to get away from it for a day or so.

        What I had also done, was type this to print it:

        & objRS(“loggedInAgents”) &

        When it should in fact only be:

        & loggedInAgents &

        It works now.

      • KingRichard Jul 2,2015 3:09 pm

        OK, I was sure I had declared it before…
        I tried it again. And it works fine. I guess I just had to get away from it for a day or so.

        What I had also done, was type this to print it:

        & objRS(“abandonPercent”) &

        When it should in fact only be:

        & abandonPercent &

        It works now. (Delete comment above)

  10. jose albert Jun 29,2015 5:49 pm

    Hello
    Does anyone one knows how to resolve the the database locale on the environment page is not he same as datbase locale of the database
    isse?

    • LeadFoot Jul 1,2015 9:32 am

      @Jose – I’m not sure what you’re referring to. What exactly are you referring to?

    • KingRichard Jul 2,2015 3:34 pm

      Are you referring to the EST on top of the page?

      I think it is on row 442 in the default.asp page.

      Response.Write “stats began at ” & objRS(“startdatetime”) & ” EST”

      Just delete the EST and save.

  11. limvo05 Jun 11,2015 1:58 am

    Hi All,

    I’ve tried the latest release i.e. V1.3 but it doesn’t seems to be working. Curious if something is missing?

    Also, I love the current wallboard with the one exception, our call center has 18 CSQs. Is it possible to make the wallboard display 6 CSQs at a time with a total of 3 pages, or even better, display 3 separate URLs each showing 6 CSQs.

    Thank you team for the great wallboard!
    LV

  12. Dennis Jennings Jun 10,2015 4:01 pm

    I’ve got the odbc connection working but having problem with IIS.
    Using a win7 workstation with IIS 7.5.

    Any guides which you could direct me too..?

    Current error, 404.17, i’ve registed aspnet_regiis – i
    I can see ASP in my app pools, the defaul pool is v4 integrated..

    Any guidance would be appreciated.

    TIA,
    -Dennis

    • Dennis Jennings Jun 11,2015 10:41 am

      I was able to get this working by removing IIS and reinstalling.

      I was sure to Enable all ASP this time, Be sure to check off WWW Services> Application Dev Features> ASP

      Great app, thank you.

  13. Martin Naylor Jun 8,2015 9:16 am

    Hi,

    First of all, big thanks for the wallboard, works really well.

    Quick question on it though, how can i get an Email CSQ in Finesse to show up in the wallboard? I don’t seem to be able to work out how to get this to appear.

    Any help appreciated.

    Thanks,

    Martin

  14. ampm_25 Jun 6,2015 2:37 pm

    Leadfoot,

    As all have said, thank you for your clean and great looking wallboard. It was pretty easy to implement with the provided instructions.

    While I know you don’t like to support the Agent Stats, I am also trying to get this feature to work and see if we want to keep it long term. I have tried to properly get it going but have not succeeded even after extensive searching.

    I get the error of a black screen with the base columns but no agent stats with the error text of

    WHERE x.assignedTeamID =3 An error occurred on the server when processing
    the URL. Please contact the system administrator.

    I only have three teams and it doesn’t matter if I use team #1-3, it still fails. I also tried to use the secondary server, all to no avail.

    Your assistance or anyone’s assistance who has gotten this to work would be greatly appreciated. I am using the 1.42 version

    Thanks in advance for you help and timely response.

  15. cmerritt Jun 5,2015 2:09 pm

    UCGuru – I have the connections to Informix working but I can’t seem to get anything to show up when I browse to the server. I confirmed the parameters.cfg file is configured, I have ASP.net installed. Now this is a Windows 2008 R2 standard 64-bit system and I followed your directions for installing on a 64-bit system set PATH=C:\WINDOWS\SysWOW64\;%PATH%.

    I confirmed IIS is running fine.

  16. sameepk Jun 2,2015 5:17 pm

    All I get is
    “An error occurred on the server when processing the URL. Please contact the system administrator.
    If you are the system administrator please click here to find out more about this error.

    I am using a 64 bit machine, but created a System DSN in using the 32bit odbc file.

    It fails on line “objCN.Open “Dsn=”& DSN &”; Host= ” & DBsource & “; Server= “& DBServer & “; Service=1504; Protocol=onsoctcp; Database= ” & DBdatabase & “; Uid= ” & DBuserID & “; Pwd= ” & DBpass”

    Does not give any particular message. Is there more log information available.

  17. Paul White Jun 2,2015 12:00 am

    Had the “64/32 bit” issue when I first started but that’s sorted and am VERY happy with what this does.. Thanks for the effort!

    I have my queues showing and also have made a small change to the ASP to make the summary CSQ data show at the bottom of the same page as the queues..

    I would love to have a way to have it scroll through the queues that the “show only one” setting shows (ie have the large focused screen scroll through all the queues one by one.. but other than that its unreal :)

  18. bcchimp May 28,2015 10:27 pm

    Hi All,

    I have a customer that has two main teams in their contact center. I’d like to make two different ICD summary pages, one for each team. The problem is, I don’t know ASP at all. Has anyone done anything like this?

    Thanks,
    Tim

    • LeadFoot May 29,2015 10:08 am

      There are two tables on the UCCX server where the wallboard gets it’s info from – rtcsqssummary and rticdstatistics. The ICD page pulls from the second table, and it just has summary numbers, not broken out by CSQ or Team.

      You’ll likely need to pull stats for each CSQ that your team is associated with from rtcsqssummary, then summarize them, and do this again for the next team. I’m not an ASP guy at all, but if you know php, or any other language for that matter, you should be able to hack something together.

  19. Ollie_28 May 26,2015 12:26 pm

    Hi,

    Thanks for the wallboard, its great!

    We are having a few issues though. Its been in place for around 6 months, but recently, although the wallboard itself loads, all colours and columns/headings are correct, the stats only show zero.

    Ive done an apply and test on the ODBC link and its successful, but still no stats.

    any ideas?

    Thanks,
    Ollie

    • LeadFoot May 26,2015 12:50 pm

      Any chance your cluster failed over, and your secondary is now the master? That’s where I’d put my money.

      • Ollie_28 May 26,2015 12:53 pm

        funny enough, I have had to fail it back over onto the primary today yes.

        But having looked through the other troubleshooting, I had already checked it was definitely back as normal, and it is. Do you think its worth failing it over to the secondary, then back to the primary again?

  20. jonnyreeswilliams May 20,2015 5:52 am

    Thank you for the wall board and guide. I am mid installation.

    Where I work there are multiple companies and two of these companies have UCCX applications. Would I need to create a Server for each instance of the wallboard or can I configure two in the one instance?

    Thank you again

    • LeadFoot May 20,2015 9:05 am

      You’ll need to create a database connection from the server to your UCCX box. If I’m understanding you correctly, you have multiple UCCX clusters, and you’d like one wallboard server to connect to multiple UCCX installs. This *should* work by you creating multiple database connections, however I’ve never tested this myself. If you do get it to work please report back to us.

  21. markv May 12,2015 3:24 pm

    The problem I’m having is that the website is coming up with a black background with a here in the middle of the screen. When I attempt to apply and test the ODBC connection it fails. Any advise would be appreciated.

    • LeadFoot May 12,2015 4:13 pm

      markv, are you trying to change the color of the background? You should be able to do that in the css – just change it to pink or something, then you can see any error messages that are displayed.

  22. markv May 6,2015 2:23 pm

    Great wallboard and cant beat the price. I have 1 site running it and they love it. Trying to setup another site and running into some issues. The server that I’m using is sitting here next to me, the UCCX server is on the same domain but about 800 miles away. At first it didnt want to let me save the host name or server name. Each time I entered the settings and hit save it would come back with an error box saying must have a server name to proceed. I finally got that to save correctly, I can ping the host and server from this server, however when I went to the Environment tab, I had to uncheck the use server database locale so that I could make both the Client and Database locales match. I followed the instructions and went back to the connections tab and clicked on teh apply and test connection. Everytime I get the same error, “Test connection was NOT successful.[Informix][Informix ODBC Driver][Informix]INFORMIXSERVER does not match either DBSERVERNAME or DBSERVERALIASES.
    I’m at a loss in what the issue is.

  23. Steven Miller Apr 30,2015 7:33 pm

    Loving the product and like everyone else, post implementation question.

    1.)
    Has anyone had success adding a second or third CSQ page?

    We have some 15 or so CSQ which won’t fit all on one page of the display. I’d like to be able to have the refresh cycle look something like.

    default.asp?Stats=CSQ1
    default.asp?Stats=CSQ2
    default.asp?Stats=CSQ3
    default.asp?Stats=ICD

    2) Anyone been able to roll the ICD display into the the top of the CSQ display.

    Thanks!

  24. Michael Lavelle Apr 29,2015 9:01 am

    I was wondering if at all possible to get more info on status of agents
    This only displays available or not. Our agents have multiple status’s
    Our call center wants to know when they can go on break
    only x amount of agents allowed on break at once.

    so possible agents on break or lunch status.
    The supervisors can see this on the supervisor agent

    • LeadFoot Apr 29,2015 10:06 am

      It sounds like you’re pulling agent stats through the uccxhruser. I believe that the reason codes are stored in that database, so this should be possible, however this is something that cisco discourages. I originally tried pulling agent stats like this, and ended up crushing my UCCX’s CPU. I would advise against this.

      You could just create a new column and add the agents ready + agents talking columns. The result should be the number of working agents you have.

  25. daysleeper Apr 20,2015 4:05 pm

    Best CCX wallboard I’ve seen so far. Thank you!
    Is there a way to have queues with calls on hold/waiting to show on top of the screen?

    Thanks

  26. rw Apr 16,2015 2:45 am

    Hi,

    Thanks very much for providing this wallboard, its great! and so easy to set-up.

    Just have a couple of questions and wondering if anyone can help me?

    – My agent statistics are not displaying, I get the column headings but no agents listed, no ready/not ready etc. I am using uccxhruser and have entered 10 as the team ID which i found in the URL when viewing the team on the uccx web interface (http://SERVER IP/appadmin/ICD?request_type=team.configure&teamid=10&teamname=Support)
    Ive tried playing around with all combinations of settings but just can’t get the agents to display. Could there be anything obvious that I might be missing? has anyone experienced a similar issue?

    – Is there a way to combine the Queue stats and Agent stats onto the one page. The team would prefer the wallboard to just have one web page rather than flick between the two pages. (we only have the one queue we are displaying on the board).

    Thanks very much in advance for any assistance.

    Richard

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