Free Wallboard for UCCX 295

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):

295 thoughts on “Free Wallboard for UCCX

  1. 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.

  2. 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.

  3. 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.

  4. 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!

  5. 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.

  6. 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

  7. 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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