WallBoard Numbers not Accumulating

[Quest4Voice]

Good day Experts...

I downloaded a trial professional license for 3CX. I have learned alot from the lessons that the team offers its my Contact center of choice.

I am using the call center feature which i must say the 3CX team did a great Job. The I have a Queries.

Q: I can not see calls accumulate on the switchboard. I have 5 lines 1001-1005. Currently I am logged in as 1001 I can not see dropped calls, Incoming calls nothing is accumulating.

However I am able to get calls incoming from my SIP trunk but the wallboard is not showing the numbers increase See Attached.

Thanks

 

[Quest4Voice]

Good day Experts...

I seem not to be getting any assistance here did i miss anything in my configuration??
I still cants see anything coming and neither can i get any reports.

I have a team that we want to setup and purchase this system for Covid 19 response
This is very cardinal for a call center i need to show the team to make decision for Covid 19 response.

It will be nice to save humanity the quicker i can have this the quicker a decision is made to buy this product.

I await your assistance.

Quest

 

[diamond9]

Hi,

By the way you have that setup you will only see calls that have hit 8002 it does not show all calls into the sip trunk only calls that have hit a queue.

Regards

 

[Quest4Voice]

I think I am more lost now i have created the queue 8002 added all agents in the queue but still cant see calls accumulating.

 

[CentrexJ]

Go to sip trunks and direct calls to the queue.

 

[diamond9]

As @CentrexJ says you need to point all trunks directly to queue 8002

 

[Quest4Voice]

Below is my work flow...... Client calls toll free number 0800XXXX

I have an IVR on 8000
When tool free number is called Caller hears " Welcome to Health Ministry all calls are recorded........."

Press 1 To get latest news on Covid 19.
Press 2 To locate you nearest Test Center.
Press 3.To report a suspected Covid 19 case.
Press 4.To be evacuated to A Covid 19 treatment center.

When a Caller presses 1-------> ext 1001
When a Caller presses 2-------> ext 1002
When a Caller presses 3-------> ext 1003
When a Caller presses 4-------> ext 1004

During Transfer MoH plays in the back ground

Now with this am unable to see the Queue accumulate on the Wall Board only when i bundle all of them in one queue 8002 do i see them accumulate.. But i loose the feature of callers pressing options and going to the desired extension ie 1001,1002,1003 or 1004.

Please treat the options 1, 2, 3, and 4 as different departments and may have more agents added.

I am lost where you say i push them to queue

Quest

 

[diamond9]

Hi,

That is not going into a queue therefore will not accumulate any stats that is going directly to the extension.

when the user presses 1 it needs to go to call queue 8010 for example
2 - 8011
3 - 8012
4 - 8013

then you will start seeing stats in the wallboards

 

[Quest4Voice]

@diamond9 thanks for the in put

However Experts below is what pends

1. Thanks let me go through the IVR and Call Queue videos again. Last part am missing.... is i want to see all accumulative stats for all agents in one screen. I guess that has to be queue manager right...
basically who has to log in to see this cause right now i can only see stats for my own queue.

How does one see all call center stats.

2. Music of hold/Transfer is now what i have set its playing some default Music. where do i change this

Thanks

 

[diamond9]

Hi,

Yes you have to be queue manager for all queues then you will see an over all stat for all of them in 1 screen.

There is a music on hold section in each of the queues to set the music you want to play.

Regards

 

[AWS2P]

You need of course to upload audio files for MOH as 3cx by default has only one provided.
File needs to be a wav format, 16bits, 8khz, mono ,to be played by PBX.