Viewing the Call Center Wallboard & Tools in 9x9 Tech PBX Portal
Viewing the Call Center Wallboard & Tools in 9x9 Tech PBX Portal
Knowledge Base Article
Applies to: 9x9 Tech PBX Portal Call Center module (Apps → Call Centers)
Overview
This article explains how to open and read the Call Center features in the 9x9 Tech PBX Portal — the queue list, the
live Wallboard, and the Agents view. The Wallboard is the main tool agents and supervisors use to watch queue activity
in real time: how many callers are waiting, how long they have waited, and the current state of each agent.
Before you start — You need a user account whose group grants the Call Center permissions. To see the queue list you
need call_center_queue_view; to open the Wallboard you need call_center_wallboard; and to see agents you need
call_center_agent_view. If the Call Centers menu item or the Wallboard button is missing, ask your administrator to add
these permissions to your group.
1. Open the Call Center module
Note: in the screenshots below, the items circled in red are the ones to click.
1. Log in to the 9x9 Tech PBX Portal.
2. In the left-hand menu, click Applications to expand it, then click Call Centers.
The Applications menu expanded, with Call Centers in the list.
This opens the Call Center Queues page, which is the home base for everything else in this article.
2. View the list of queues
The Call Center Queues page lists every queue configured on the system. The number badge next to the title shows how
many queues exist.
The Call Center Queues list, with the Agents and Wallboard buttons at the top right.
Each column tells you how a queue is set up:
| Column | What it means | | Queue Name | Friendly name of the queue (for example, Sales or Support). | | Extension |
The internal number callers reach to enter this queue. | | Strategy | How calls are distributed to agents (for example,
ring-all rings every available agent at once). | | Tier Rules Apply | Whether agent tier/priority rules are enforced for
this queue (1 = yes). | | Description | Optional notes describing the queue’s purpose. |
1. Click a Queue Name to open and review that queue’s settings.
Two buttons at the top right take you to the live views covered next:
- Agents — the list of call center agents and their status.
- Wallboard — the real-time activity board.
3. Open and read the Wallboard
1. From the Call Center Queues page, click the Wallboard button at the top right.
2. If prompted, choose the queue you want to monitor (the example below shows the Sales queue, extension 0102).
The live Wallboard for the Sales queue.
The Wallboard refreshes automatically. The dark-headed tiles across the top are queue-level statistics; the lighter
tiles below them represent individual agents and their current state.
Queue statistic tiles:
| Tile | What it shows | | Date and Time | Current system date and clock. | | Queue | The queue being displayed (name
and the count of calls answered). | | Average Talk Time | Average length of answered calls, plus the running total. | |
Average Wait Time | Average time callers waited before being answered, plus the total. | | Trying | Calls currently
being offered to / ringing an agent. | | Waiting | Number of callers currently holding in the queue. | | Answered |
Count of calls answered so far. | | Abandoned | Count of callers who hung up before being answered. |
Agent tiles:
Each agent in the queue appears as its own tile showing the agent’s name, their current state (such as Waiting, meaning
ready for the next call), the number of calls they have answered, and a “Last Change” timer indicating how long they
have been in their current state. In the example, agent Mendel Simon is in the Waiting state.
Tip — Open the Wallboard on a spare monitor or wall display and leave it running. It updates on its own, so there is no
need to refresh the page.
4. View the agents
1. From the Call Center Queues page, click the Agents button at the top right.
The Call Center Agents page lists every agent set up for the call center. The number badge next to the title shows how
many agents exist.
The Call Center Agents list.
Each column describes how an agent is configured:
| Column | What it means | | Agent Name | The agent’s display name. | | Agent ID | The agent’s identifier (typically
their extension number). | | Type | How the agent receives calls. callback rings the agent’s registered device for each
call. | | Call Timeout | How long (in seconds) a call rings the agent before moving on. | | Contact | The endpoint the
system dials to reach the agent. | | Max No Answer | How many missed calls before the agent is automatically logged out
(0 = no limit). | | Default Status | The agent’s starting state, such as Available. |
The buttons at the top right let you work with agents:
- Status — view and change each agent’s current status (for example, Available, On Break, or Logged Out).
- Add — create a new agent.
- Back — return to the Call Center Queues page.
Click an Agent Name to open and review that agent’s full settings. Agents can also log in or out from their phone by
dialing *22.
Appendix: Required permissions
If a user cannot see one of these views, confirm their group includes the matching permission:
| View | Permission required | | Call Center Queues list | call_center_queue_view | | Wallboard | call_center_wallboard
| | Agents | call_center_agent_view |
Permissions are managed under Advanced → Group Manager (or by editing the user’s group). Only administrators can change
them.