Go Wallboard is a lightweight, easy to install and cost effective ACD Wallboard for the Broadworks Call Center solution for use on a PC.
Go Wallboard is a separate client application within the Go Integrator product suite that displays live statistics of a Broadworks Call Center. It makes a direct connection to the Broadworks server using the XSI protocol over HTTP/S. No server is required at either the customer site or in the cloud. The statistics displayed are a mixture of statistics from the Broadworks server and those calculated by the application itself.
Up to six browser connection can also be made to the host PC, mirroring the information of the currently active wallboard. This is designed to enable remote viewing of Wallboard statistics from any browser enabled device including Smart Tvs.
Statistics are available by Queue and Agent, for example:
Agents Available
Number of agents available to take a call
Average Queue Time
Average time a call was ringing before it was picked up
Average Talk Time
Average time an agent spent on a call (excluding ring time)
Abandoned Average Wait
Average time a call was ringing before it was abandoned
Agent Level Statistics
Agent Status
Available, On Call, Unavailable, Signed Out, Signed In, Wrap Up
ACD Calls
Total inbound queue calls received by agent
Outbound
Total outbound calls made by agent (includes internal calls)
Views
A number of different views are available. Find the one that suits your needs.
Go TAPI provides a first party (single line) or third party (multi line) TAPI driver for use Broadworks. Go TAPI is delivered as standalone installation disks and, once installed, provides a convenient utility available from the Windows system tray for configuration and monitoring of the driver.
What is TAPI?
TAPI is a Microsoft defined API and stands for Telephony Application Program Interface. Go TAPI allows a PC to monitor and control extensions on a Broadworks communication system while providing a TAPI interface to a TAPI compliant application.
Who Uses TAPI?
TAPI is most frequently used by application developers so that they can build telephony features such as screen popping and click to dial natively into their applications.
Why Use Go TAPI?
Mondago are an experienced provider of TAPI drivers and has worked with a large number of TAPI compliant applications, often assisting application developers with their own implementations. When combined with Mondago’s proven XSI interface it makes for an effective and reliable product.
First party / Single line V2 TAPI driver
Monitors and controls a single user’s extension and makes events and actions available through a locally installed driver on the user’s PC desktop
Third party / Multi-line V2 TAPI Driver
Monitors and controls a multiple users extensions and makes events and actions available through a driver installed on an application server
TAPI Tray Monitor
The TAPI Tray Monitor allows the user to see the current status of their TAPI connection at a glance, as well as providing the ability to restart the Go TAPI Broadworks Service in the event of a problem
Go Integrator is a client only product set, with a range of software clients designed to deliver unified communication and CRM integration features with a selected range of hosted telephony platforms.
Features
Contact Popping
Pop the caller’s contact record within the integrated CRM automatically on incoming call, or manually via a single click
Activity Logging
Manually or automatically create an activity record of a call received within the integrated CRM and allows addition of notes
Address Book
Search the contact directories of multiple integrated CRM(s) simultaneously, and call or pop a contact from the results
Click to Dial
A wide range of rapid click to dial tools are available including webpage, clipboard, application or simple TAPI
Call History
See a list of the user’s most recent calls, with the option to Call back and pop the record within the integrated CRM
Call Control
Easily control the users handset with the click of a mouse, including Make call, Answer call, Transfer call and Hold call
Call Control
Easily control the users handset with the click of a mouse, including Make call, Answer call, Transfer call and Hold call
Presence
See the extension status/availability of co-workers from a dockable window
Go Integrator CE (GI-CE) is an extension for the Google Chrome browser providing a feature set similar to the Go Integrator desktop client.
GI-CE is a lightweight, easy to install (and update) version of Go Integrator designed for users who predominantly work in a browser environment. It offers the same feature set and interface across PC, Mac and Chromebook (intel based) platforms.
Features
Contact Popping
Pop the caller’s contact record within the integrated CRM automatically on incoming call, or manually via a single click
Activity Logging
Manually or automatically create an activity record of a call received within the integrated CRM and allows addition of notes
Address Book
Search the contact directories of multiple integrated CRM(s) simultaneously, and call or pop a contact from the results
Click to Dial
A wide range of rapid click to dial tools are available including webpage, clipboard, application or simple TAPI
Call History
See a list of the user’s most recent calls, with the option to Call back and pop the record within the integrated CRM
Call Control
Easily control the users handset with the click of a mouse, including Make call, Answer call, Transfer call and Hold call
Call Control
Easily control the users handset with the click of a mouse, including Make call, Answer call, Transfer call and Hold call
Presence
See the extension status/availability of co-workers from a dockable window
Other popular CRM integrations
Go Operator is a full screen PC Attendant Console designed to manage the distribution of large inbound call volumes.
It also incorporates many of the benefits of Go Integrator v3.
Features
Call Control
Go Operator enables the user to easily control their handset with the click of a mouse with Make call, Answer call, or Transfer call
Click to Dial
A wide range of rapid click to dial tools are available including webpage, clipboard, application or simple TAPI
Address Book
Search the contact directories of multiple integrated CRM(s) simultaneously, and call or pop a contact from the results
Contact Popping
Pop the caller’s contact record within the integrated CRM automatically on incoming call, or manually via a single click
Call History
See a list of the user’s most recent calls, with the option to Call back and pop the record within the integrated CRM
Auto Views
“Auto” tab will auto-populate the “Recent” section with a list of extensions that have been assigned to the same department as the called extension,
The Auto tab will show caller preview data for an integrated CRM and a customized greeting linked to the dialed DID number
"Presence" View
Use a wallboard type view to check if co-workers are available to take a call, are already on a call, are set as DND or if call forward has been set,
Set up personal Presence tabs and configure Go Operator to present the tab when a call to a selected DID number is received
