Introduction

This step by step guide is meant to assist end users when creating and configuring wallboards.

Prerequisites

The user needs to have access to the following information either by creating it by themself if their Telepo system is configured to allow the creation of API tickets.

• A Telepo organization domain. Ex: my-domain.com
• A user that is from the same domain, the user must have access to the queues that the wallboard should present. Ex: Ted.jacksson
  The user must also be in a user group that has the ACD Supervisor role granted.
  Note that the username will be matched case sensitive. 
• An end user API ticket from Telepo with the following right granted [ACD/attendant queues] [Queue statistics] [User info] [Contact search]

Create a wallboard

1. Go to setup page - The URL will vary between Service Providers
   

2. Enter the domain in the first input box
    
   If the domain has not been granted a sufficient number of queue licenses an error message is shown and a system administrator must increment the domains licenses.

3. Enter the user id. It is important that the user belongs to the domain and that the ticket was created under this user account.

4. Enter the Telepo end user API ticket token. Ex: 1234.abcdefghijklmopqrst
   The ticket will be encrypted so once the wallboard has been created the original Telepo API ticket token will not be retrievable by the user from the wallboard application. This is due to security reasons since the same token could be used to access the Telepo APIs directly.
   

   Keep the token in a safe place and do not share it with unauthorized users.

5. Click the Load available queues button
    

6. All available queues for the ticket are now presented in a list with checkboxes
    

7. Check one or multiple and click on Create board to open a wallboard with the selected queues.

8. A wallboard is now created and you can start to configure it to visualize the data in a way that suits your needs.
    
   The wallboard content varies depending on the number of queues that the wallboard contain. The more queues, the less information per queue is presented due to screen space limitations.
   

   It is possible to have multiple browser tabs open simultaneous with different queues and configurations.

Use and configure wallboards

Once a wallboard has been created there are many ways to customize and configure it to fulfill your needs. The following sections describe each of the available options.

Open the wallboard in full screen mode

Click on the expand icon in the top left corner (the icon in the middle) to expand the application into full screen mode. Full screen mode can also be toggled by using the browsers shortcut key. Usually F11.

Configure warning threshold levels

A wallboard can be configured to show warnings (yellow, orange and red) for queued calls, free agents and logged in agents. These threshold values can be configured per wallboard and can be changed at any given time.
To configure the warning levels click on the cog wheel icon at the top left corner to open the configuration page. The different warnings are set by checking the checkbox and setting an integer value.
Click OK to apply the warning levels or Cancel to discard any changes made. 

Queue warnings - Signals a warning level when the current number of calls in the queue is greater or equal to a defined value.
Agents free warnings - Signals a warning level when the current number of free agents (available, logged in and not currently in a call) is less than or equal to a defined value.
Agents logged warnings - Signals a warning level when the current number of logged agents (available and logged in) is less than or equal to a defined value.

Add/remove/reorder queues on an existing wallboard

Once a wallboard is created, queues can be added, reordered or removed from it by opening the configuration page (cog wheel icon) and clicking on Add queues to wallboard, Remove board or Move to the Left/right 
 

Configure visible items on the wallboard

By going to the configuration page the visible information can be changed on the current wallboard by toggle the check boxes under the Visible information section

Change widget content

Some widgets (i.e. parts of the wallboard) can be configured to show other values by clicking on the widget toggle icons next to the widget headers.
 

All values are retrieved from the underlying Telepo system and the values presented as Period are based on the statistics time span configured for the queue in the Telepo system i.e. from the Telepo GUI. See the Telepo documentation for more information.

Change the size of wallboard items to fit your use cases

All items on a wallboard can be larger or smaller by clicking on it and then using the buttons in the popup. Each item can be configured individually or all items can be changed simultaneously by checking the Update all items box.
Changes made are saved in the URL, so you need to create/update a bookmark if you want to re-use the configuration later.

Share a wallboard configuration with others

When a wallboard has been setup and configured the URL contains all information and can be sent to other users that will get access to the exact same configuration by opening the shared link.
(Copy the full URL from the browser navigation bar) 

Change the display name of a queue

If you want to present a different name for a queue than the one configured in and loaded from the underlying Telepo system the Queue name override option can be set to another text and will be used in the user interface instead of the original name.

Open an isolated view of a queue from a multi queue wallboard

If you have configured a wallboard with multiple-queues some information will not be displayed (depending on the number of queues different levels of information is shown). It is therefore possible to open a new wallboard with only one of the queues (in another browser window/tab) by clicking on the expand icon next to the queue name.
 

Note that it is only visible in multi-queue setups.

Troubleshooting

These are some common problems that may occur.

The queue I am looking for is not available to select

This is most likely due to invalid rights granted to the user account that owns the ticket (token) used.

Error message when I enter my domain saying "The wallboard service is not enabled for the domain [my-domain.com]. Please contact your service provider."

This happens because the domain entered has not been enabled in the wallboard system by the service provider.

Error message when I load available queues "Not enough licenses granted to the domain. Required: X | Granted: Y"

This happens because you are using a Telepo ticket that has access to more queues that the number of queue licenses granted to the domain in the wallboard system. Please contact your service provider.

Error message when I load available queues "IP 123.123.123.123 is not in the list of allowed client IPs"

This happens when you are trying to create a wallboard for a domain that has client IP restrictions that are not meet. I.e. you are coming from an unauthorized IP address. 

The update interval is slow

In some cases the update interval has been slow due to slow responses from the underlying Telepo APIs, this can be mitigated by creating a user and ticket that only has access to the minimum number of queues possible for you wallboard requirements.