Unity Wall Board Microsoft User Guide

Unity Wall Board Microsoft User Guide

Product Information

Specifications

• Windows PC Requirements:

  • Hard Drive Space: Approx. 20MB

  • Install Directory: C: Program Files (x86)Unity Client

  • Minimum Computer Spec:

  • CPU: Dual-core 3Ghz

  • RAM: 4GB

  • Video Card: 256MB onboard RAM

  • Supported Operating Systems: Windows 7, Windows 8.1, Windows
    10

  • Supported Windows Versions: 32-bit and 64-bit

• Internet & Firewall Requirements:

  • High-speed internet connectivity
  • Firewall rules for access to specific locations and ports

• BroadWorks Platform Requirements:

  • Supported on BWKS R17 SP4 and above

Product Usage Instructions

Accessing Unity Wallboard Settings

To access settings, right-click the top bar in Wallboard and select Unity Wallboard Settings.

Configuration Options

After changing settings, click the green tick to confirm.

Adding Call Center Queues

To add call center queues, follow the instructions in the settings menu.

Changing Queue Display Order

To change the queue display order, navigate to Settings > Authentication and adjust the positions using the provided arrows.

ABOUT UNITY WALLBOARD

Unity Wallboard is a Microsoft® Windows® application designed for use with the BroadSoft Call Center Standard or Premium service. Unity Wallboard is an essential tool in providing real-time visibility of queue conditions across the call center. Suitable for call centers of any size, Wallboard is highly configurable and can display any mix of call centers and statistics, presented in a clear line format. By auto sizing to the dimensions of the host PC, customers can make best use of the Wallboard interface by changing the font size and display to their requirements.

Windows PC Requirements

• a. Unity will require approximately 20MB of hard drive space on the local machine
• b. By default the install directory is C:\Program Files (x86)\Unity Client
• c. Minimum computer spec: CPU: dual-core 3Ghz. Ram: 4GB. Video Card: 256MB onboard RAM. As a general note, the requirements to run Unity Wallboard are considerably less than those required to run Windows
• d. Unity can be rolled out as an MSI file
• e. Unity is only supported on Windows 7, Windows 8.1, and Windows 10
• f. Both 32 and 64-bit versions of Windows are supported. There are no special permissions required to install Unity

Internet & Firewall

Unity requires high-speed internet connectivity and access to the below locations, which may require
firewall rules to be added on the customer premises:

• a. TCP port 2208 to im.unityclient.com
• b. TCP port 2208 to the VoIP platform OCI server
• c. HTTP/HTTPS access to portal.unityclient.com

BroadWorks Platform Requirements

Unity Wallboard is supported on BWKS R17 SP4 and above

Unity Wallboard Interface

Unity Wallboard is highly customizable to accommodate different size screens, different font sizes, and different customer requirements for stats and queues to be displayed. By default, Wallboard will resize full screen to the dimensions of the host machine.

STATISTICS REFRESH TIMER

Wallboard is designed to display real-time, daily statistics. All statistics are from midnight the previous day and are automatically reset by Broadworks.
If the Client Call Control service is assigned to the queue in BWKS then the “Calls in Queue” stat will be a real-time stat. All other stats are polled from BWKS on a default 900 second timer. The timer can optionally be configured to a minimum level specified by the Service Provider with the minimum permissible duration being 60 seconds.

LICENSING

Unity Wallboard licenses against the MAC address of the network adaptor of the host PC. To see which MAC is currently licensed click About Unity Wallboard in Settings

AVAILABLE STATISTICS

The following statistics are available;

ACCESSING WALLBOARD SETTINGS

To enter call center queue IDs and change settings, right-click the very top bar in Wallboard > Unity Wallboard Settings

CONFIGURATION OPTIONS

After changing settings, click the green tick to OK.

ADDING CALL CENTER QUEUES

Configure in: Settings > Authentication
Click the green + and add the call center ID and password from BWKS. Click the red – to remove calls centers

CHANGING QUEUE DISPLAY ORDER

Configure in: Settings > Authentication
Click the call center and toggle position up or down with the green arrows on the right

ADDING AND REMOVING STATISTICS

Configure in: Settings > Columns
Click the green + – the “Statistic to display” drop list will show available statistics that are not already selected. Click a statistic and then the red – to remove it from the Wallboard

CHANGING STATISTICS ORDER

Configure in: Settings > Columns
Click the call center to highlight it and then use the green arrows on the right to change the order.

RENAMING STATISTICS HEADINGS

Configure in: Settings > Columns
Double-click the call center in the Columns list to open the configuration page for the queue. Statistics can be renamed in the “Column Heading” field. In the example below the “Answered Calls” stat has been renamed “Sales Hits”

CHANGING STATISTICS ALIGNMENT

Configure in: Settings > Columns
Double-click the call center in the Columns list to open the configuration page for the queue. Choose Left, Center or Right from the “Alignment” drop list.

HIGHLIGHT NON-ZERO VALUES

Configure in: Settings > Columns
Double-click the call center in the Columns list to open the configuration page for the queue. Ticking the “Highlight non-zero values” box will make any stat highlighted in red.

SETTING THRESHOLDS

Thresholds are a way of visually showing that a preset normal behavior has been breached. Thresholds are set against a statistic, and when the threshold is breached Wallboard displays the stat in a black box Configure in: Settings

Columns
Double-click the call center in the Columns list to open the configuration page for the queue. Ticking the The “Highlight non-zero values” box will make any stat highlighted in red

CHANGING FONT, GRIDLINES AND LOGO

Configure in: Settings > Display
Change the display properties of Wallboard, including the head name and the logo

CONFIGURING SCROLLING QUEUES

Configure in: Settings > Display
To enable queue scrolling uncheck the “Show all queues at once” box. The scrolling options below will now become configurable. Loop queues will mean that Unity will always display a full list of queues in the Wallboard.

FORCED QUEUE DISPLAY

Configure in: Settings > Authentication
Where scrolling queues are being used, it is possible to always display one or more queues. Double-click the queue in Authentication and click “Always show these statistics”. When the queues scroll, this call center will always be shown. Where more than one is always to be shown, their order can be set as in the Changing Queue Display Order above.

FAQ

How do I check the MAC address licensed for Unity Wallboard?

To view the licensed MAC address, click on About Unity Wallboard in Settings.

What are the available statistics on Unity Wallboard?

The available statistics include Calls In Queue, Longest Wait Time, Average Wait Time, Missed Calls, Received Calls, Answered Calls, and Staffed Ratio.

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