Wallboard - Waiting Metric

[jweigang]

Can someone tell me how 3CX determines a call is in the Waiting Status? This is the one piece of the Wallboard that we cannot figure out. What status in the system determines that call is Waiting.

Similar information should also be available on Agent Busy. Aren't all agents busy if they are on the phone?

This is for v14 which no longer uses the Callhistory tables but even in v12.5 the information was not in the database. The call should be in the database but where? Is it in an unaccessible area to the end user?

Ideally one of the developers should be able to point us in the right direction.

 

[NickD_3CX]

No 3CX staff member will disclose any information about the database structure as it is supposed to be off limits for anyone.

By reading through the forums some users have found their way into the database and figured out where everything is, but keep in mind that accessing the database in any way voids any support you have with 3CX Support.

 

[jweigang]

When will 3CX provide a proper API to allow their clients to display data in a format that is beneficial to them instead of what 3CX deems the end user wishes to see?

As you have seen from other posts the new Wallboard is a step backwards. Users want the ability to separate out the Wallboard into different Groups and display them on multiple screens to see the status of each group. This is a call center module that your users are utilizing. A call center cannot be effective if the information needed to respond to clients is not readily available.

I understand protecting your database structure, and no one is proposing changing your structure, we just want access to the data your system has to present it in a more useful manner than what comes out of the box. If anything give us a means of creating our own wallboard with the metrics from your system.

 

[NickD_3CX]

I know of a few partners that have managed to created their own wallboard among other things without accessing the Database directly using the 3CX Call Control API.
http://www.3cx.com/blog/docs/call-control-api/