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This guide explains how to configure Retail mode for x-hoppers – Wildix wireless headset solution that allows fast and easy communication for retail stores.

Created: May 2022

Updated: October 2023February 2024

Permalink: https://wildix.atlassian.net/wiki/x/QB-OAQ

Other documentation: x-hoppers User Guide,  x-hoppers datasheet, x-bees documentation

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DeviceBackOfficeHelperHopperSalesFloorHopperSalesFloorHopper + AISuperHopper + AI
Ideal for: For SIP devicesAdministration and support users who don't face customers Customer care, contact center, users who need access to integrations Retail assistants who work on the shop floorRetail assistants who work on the shop floorManagers and supervisors
Free minutes for outbound calls100 min3000 min3000 min3000 min3000 min3000 min
SMS included100 sms200 sms1000 sms1000 sms1000 sms1000 sms
Chats and videoconferencing➖✅✅✅✅✅
Using x-bees apps➖✅✅✅✅✅
Adding guests to conversations➖➖✅✅✅✅
Integrations➖➖✅✅✅✅
Personal contact-me link, meeting scheduler, website widget➖➖✅✅✅✅
Website widget setup➖➖➖➖➖✅
Max number of devices / callsUp to 1 device / 2 callsUp to 10 devices / 4 callsUp to 10 devices / 8 calls

Up to 10 devices / 8 calls 
(max 2 calls on DECT headset) 

Up to 10 devices / 8 calls
(max 2 calls on DECT headset)

Up to 10 devices / 8 calls 
Contact center events logging➖➖✅✅✅✅
DECT headset included➖➖➖✅✅➖
Internal broadcast channel➖➖➖✅✅➖

Customer service powered by AI prompts

➖➖➖➖✅✅

Wallboard and analytics

➖➖➖➖➖✅


Note

Note:

  • Before WMS Beta 6.04.20230920.1:
    You need to assign "Business" license to all the users who need "x-hoppers-SalesFloorHopper" and "x-hoppers-SalesFloorHopper_AI" licenses.
    Possibility to assign all types of x-hoppers licenses on PBX for each single user is coming soon. 

  • Starting from WMS Beta 6.04.20230920.1:
    The relevant licenses can be assigned to users via WMS -> Users -> Edit user -> License type field. See more in PBX Licensing and Activation - Admin guide (section "Assign correct license type to each user").

    Warning

    Current limitation: Users that have x-hoppers-HelperHopper / x-hoppers-SalesFloorHopper + AI licenses, need to be assigned x-hoppers-SalesFloorHopper license in WMS.


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4. Assign headsets to PBX users 

Assigning via WMS 

Headsets can be assigned to users via the W-AIR devices tab in WMS, where you can find the list of all x-hoppers headsets: 

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Note

Note: After assigning headsets to users, to figure out which headset belongs to whom, you can dial users’ extensions and see which headsets respond.

Assigning headset to a different user

  1. Choose the headset on the W-AIR devices tab -> click Assign to user
  2. Enter a different extension and click Save.

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Note

Notes:

  • W-AIR base station needs to be configured/ synced in order to push all necessary settings to the headsets.
  • Starting from WMS 6.01.20221122.1, it is possible to control silent charging setting (with default "on" setting, there is only LED indication while charging; you can set headsets to have both LED indication and audio while charging, or configure the headset to be disconnected without possibility to receive calls while charging). See the document Provisioning Custom Settings for more instructions. 

Deassigning a headset

  1. Choose the headset on the W-AIR devices tab -> click Assign to user
  2. Select “unknown” in the Extension field and click Save.  
Note

Documentation: WMS Start Guide: Devices management.

Assigning via Speech-to-text

x-hoppers allows to configure the logic of assigning headsets to users via speech-to-text, so that staff can take the headset from charger, pronounce their names and automatically get assigned to the headset. 

Note

Note: The support starts from WMS Beta 6.05.20240119.1.

By default, the feature is disabled. To enable it, add the following parameter to the /etc/systemd/system/pbx-data-engine.service.d/override.conf file:

Code Block
--xhop_voice_login true

When enabled, each time the headset is placed into the charger, it gets unassigned. When a user lifts the headset from the charger:

  1. The user is asked to say their name
  2. The user should pronounce the name and surname
  3. The system looks for the user and assigns the headset to the user

Each time the headset is placed into the charger, it gets unassigned and gets Service license type in the system. 

Note

Important: For the feature to start working on the headsets, follow one of the following procedures:

a) After enabling the feature, when using the headsets for the first time, users need to lift the headsets from the charger -> place into the charger -> lift from the charger again.

b) Alternatively, before performing the upgrade and activating the feature, unassign headsets via WMS (Devices -> choose device and click Assign to user -> in the Extension field, choose “unknown”). Then, when users lift the headsets from the charger, they need to press the Call button first.  

5. Configure Dialplan 

Modify the users dialplan as follows: 

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Note

Note:

  • The support starts from WMS 6.03.20230630.3. 
  • The feature works only if there is an x-hoppers license available on the PBX.

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Record in-store conversations (listen in CDR-View)

Starting from WMS 6.03.20230630.3, it is possible to record in-store conversations and listen them via CDR-View. The recording starts when user unmutes himself in the conference and begins talking.

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