Cenaly.ge Phone · Beta
Who is waiting. Who can help. All on one board.
Incoming calls, queues and agent status in real time. The supervisor sees the load, spots a wait that is running too long and calls in backup from the same board.
For teams that answer calls. Requires a connected Cenaly.ge PBX; we will help check availability for your location.
What happens in the recording
Example: 5 agents and test calls.
The queue is growing — you need to act now
At peak time some agents are on calls, some are finishing up after a conversation, and new customers keep calling. The board brings the current situation into one place so the supervisor can quickly choose the next step.
| What is happening | Where to look | What to do |
|---|---|---|
| A caller has been waiting a long time | “Longest wait” and the list of waiting calls | Find the call and open it |
| The team is busy | Agent statuses and how many are free | Call in the configured backup |
| Waiting went above the limit | A red block with the reason | Check the queue and redirect attention |
| You need to see how the day went | Answered, missed, SL and wait time | Open the history of that metric |
First you see the situation. Then the action is right next to it.
From a total to a specific call
How many are waiting, and for how long
Large numbers show the current queue and the longest wait. A threshold highlights the situation in colour, and a new breach can play a sound. Set the values that fit your team.
Understand thresholds →
Calls outside a queue are visible too
A customer may call someone directly or ring a group of staff. The board shows such a call among the waiting ones and helps you see whose phones are ringing right now.
How waiting calls are shown →
Who is talking and who is free
Five agents in the example, three or four conversations at once. On your working board you see your team’s statuses, wrap-up and breaks. A specific break reason helps you judge when someone will be back.
Agent statuses →
Help the team from the same board
Open the call you need, put an available agent on a break or ask the backup group to join. Which actions you have depends on supervisor permissions and what the PBX supports.
- 1. Call in backup
- 2. Check history
- 3. Open TV
What happens in the recording
Today — and compared with previous days
Answered, missed and abandoned calls, service level, average wait and customer ratings. Click a daily number to open its history for 7, 30 or 90 days, within the data available.
What each number means →
A shared screen for the whole shift
Put the board on a TV: large numbers on a dark background make the load easy to follow. Open the TV view from the console, or issue a separate link that works without signing in.
In the view-only link, caller numbers are masked and customer names are not shown. You choose whether agent names appear. You can revoke the link in settings.
The TV link is view-only. Call handling stays in the console.
Set up a TV link →TV link
TV from the console
Check the load from your phone
On a small screen, queues and metrics turn into cards. Open the board in a browser, see who is waiting and, if needed, go to supervisor actions.
Open the guide →
Different teams, one job: answer the customer on time
-
Call center and support
Watch incoming queues and help agents during peak load.
Team chat and tasks → -
Restaurant with delivery
See calls about orders and delivery waiting while other staff are on the phone.
Restaurant → -
Clinic and appointment booking
Split attention between booking and consultation lines. The board shows calls; booking appointments stays in its own module.
Individual appointment services → -
Salon
Keep sight of a call that rings several specialists without a separate queue.
Salon and barbershop → -
Hotel
See how busy reservations and front desk staff are.
Hotel and guest house → -
Shop and online store
Keep track of calls about orders, stock and delivery.
Online store →
Beta
We will connect the board to your phone system
The board works with a dedicated Cenaly.ge PBX and is part of the telephony setup. It is currently in beta: first we check availability for your location, data delivery and team permissions.
The cost depends on the chosen setup and the terms of your brand. The platform plan, the PBX and carrier services may be billed differently — we will confirm what is included before connecting.
What you need
A connected PBX that supports the console, current data from it and access granted to staff. Wrap-up needs matching PBX support; the average rating needs customer survey results. If data has not arrived or is out of date, the board says so.
Check telephony capabilities →Frequently asked questions
Is the board only for a large call center?
No. It also helps a small team when calls come in at the same time and it matters who can answer. The five agents in the video are an example, not a minimum or maximum.
What is shown in real time?
Current waits, active calls and agent statuses as reported by the PBX. Daily totals update from the call log; the data time is shown on screen.
Can I show it on an ordinary TV?
You need a browser on the TV or on a device connected to it. Open the TV view or a special view-only link. Check which parts of the board fit your screen.
Will visitors see customer numbers?
In the TV link, numbers are masked and customer names are absent. Agent names can be turned off. The link can be revoked.
Does the board add more agents by itself?
The “More agents” button sends a request to a backup group chosen in advance. Pressing it does not connect people automatically.
Can I look at previous days?
Yes, daily metrics have 7, 30 and 90-day views. How far back the data goes depends on the PBX history.
Does the board replace recordings and call review?
Recordings and conversation analysis live in the Calls section. The board helps the supervisor see the current load and daily totals.
Can I turn it on right after signing up?
You need a suitable PBX connected and access to telephony. Leave a request — we will check the terms for your location and help you get started.
Related materials
- Wallboard guide — metrics, thresholds and TV setup.
- Cenaly.ge Phone — lines, numbers, extensions and routing.
- Calls — recordings and conversation review.
- Call assist — prompts for the agent during a call.
- PBX API — connect your own integration.
See the load. Help the team in time.
We will show how the board works with your queues and agents.