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Introduction

x-hoppers is a solution for individual and chain retail stores, that provides an active channel to colleagues and support anywhere in the store, connects clerks and increases in-store conversions. The solution is built on DECT (Digital Enhanced Cordless Telecommunications) technology, linked to a full communications system in the Cloud. Fully wireless x-hoppers headsets let clerks easily communicate with each other as well as receive calls.

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Also, x-hoppers offers an integrated QR code system, which can provide store clerks with instant buyer alerts and lets you gather analytics on customer engagement. The system logs each occasion of scanning a QR code by customer. To set up the QR code system, you need to create dedicated pages on your web server, each page devoted either to a category of products or a separate product. Then, generate QR code for each of these pages, print and attach them wherever required in the store, letting customers request for assistance right on the spot. See more in the QR code system section of this guide.

Requirements 

1. WMS 6 
2. W-AIR Network components: W-AIR Base stations and repeaters. Amount depends on the store area and the number of users

Licensing  

x-hoppers licenses can be ordered in Wildix Partner Community. The following licenses are available:

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x-hoppers Headset Overview

1 - Microphone

2 - Mute button

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LED indicators overview

Multi-Сharger overview

Multi-Сharger consists of 6 chargers connected in parallel with a 5V/ 4A power supply and can simultaneously charge up to 6 headsets.

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1 - Charging pins

2 - Charger connection

Using the charger

When charging a Headset for the first time, it is necessary to leave it in the Multi-Charger for at least 10 hours before the battery is fully charged, and the Headset is ready for use.

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The Headset is automatically deactivated and can’t receive calls while charging. 

Activation 

1.

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To configure Retail mode on your PBX, open a ticket with our Technical Support team and our x-hoppers architects will help you with the setup. 

2. Set up multicell DECT Network

You need to install and provision W-AIR Base stations and set up a multicell W-AIR DECT network. For detailed information and instructions on how to plan and configure multicell network, check this guide: W-AIR Network Admin Guide - Sync over LAN.

3. Register headsets

Before headsets can be assigned to specific users, they need to be registered to W-AIR Base Station. 

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Set up multicell DECT Network

You need to install and provision W-AIR Base stations and set up a multicell W-AIR DECT network. For detailed information and instructions on how to plan and configure multicell network, check this guide: W-AIR Network Admin Guide - Sync over LAN.

2. Register headsets

Before headsets can be assigned to specific users, they need to be registered to W-AIR Base Station. 

1. Put the Headset in the registration mode by pressing Call, Volume+ and Volume- buttons at the same time for more than 5 seconds. When the Headset is in registration mode, the LED indicator blinks with short blue flashes and a voice prompt announces “Registering”.
   
   

2. The Headset connects to the Base Station. When the Headset is subscribed, the voice prompt announces “Headset subscribed”.
   

   Note
   Note: If the registration fails, the voice prompt announces “Headset not subscribed”. Before trying to register the Headset again, please check if it is within range of W-AIR Base station and the voice prompt announces “Registering”.

   
   

3. To check if the Headset is registered to the Base station, go to W-AIR Base Station web interface -> Extensions. If the registration is successful, the device appears in the list of available extensions with the state SIP Registered@RPN00

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3. 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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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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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.  

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Modify the users dialplan as follows: 

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Joining the Broadcast from Other Devices

Wildix desk phones can also join the broadcast, as long as they are connected to the same PBX. There are two options:

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QR code system 

Use cases  

• QR code for each product 

Have a separate web page for each of the products and want customers to get to that exact page when scanning the QR code? Then, this option is just for you. Attach QR code next to each product, which customers can scan and get to the page with the product description. 

• QR code for a category of products 

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Make Announcement to Users of Specific Departments

Starting from WMS 6.07, it is possible to make announcement in x-hoppers broadcast to users of specific Departments only. 

1. Create a CURL request that triggers a message to the required department.

Example: 

curl -X POST --header 'Authorization: Bearer {token}'

https://{pbx domain}/api/v1/Originate -d

'channel=Local/999@myDialplan&application=System&async=true' -d

'variable=dst=777,dept=Sales,msg=help required at checkouts'

Where:

• 999 (you can set a custom number) = the Dialplan rule that processes the request. 
• dst = the rule in the outgoing Dialplan of users that should receive the announcement
• dept =  department name
• msg = the announcement: a text prompt or a path to an audio file stored on the PBX
  

2. Create rule 999 (you can set a custom number) and call the following script in that rule:

Custom app :: System(data_engine_cli OriginatePlayback ${dst} '${dept}' '${msg}')

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3. Create a Dialplan rule with dst number (this can be any number that is not occupied by a user or by another real destination, e.g. 111 or 777) in the outgoing users Dialplan(s). If users have different Dialplans, the rule with dst number should be created in each of them (or it can be added as an included procedure). Configuration:

• Set :: Language :: en (this one is needed for TTS processing)
• Set(sound=${SHELL(/usr/sbin/data_engine_cli GetSound ${CALLERID(num)})})
• Play sound :: ${sound}
  

# systemctl daemon-reload # systemctl restart pbx-data-engine

Modifying the timeout of broadcast mute

Starting from WMS Beta 6.06.20240315.1, users have possibility to mute the broadcast by double-pressing the Call button. By default, the broadcast gets muted for 60 seconds. If user wants to unmute the broadcast before the 60-second timeout, user can double-press the Call button again. 

The default timeout can be customized. To do this:

1. Add the following line to the file /etc/systemd/system/pbx-data-engine.service.d/override.conf: 

# vi /etc/systemd/system/pbx-data-engine.service.d/override.conf
[Service]
Environment='XHOP_UNHOLD_TIMEOUT=120' 

Where 120 is the custom timeout. If you want to disable the timeout, set the value to 0:

Environment='XHOP_UNHOLD_TIMEOUT=0' 

2. Reload systemd and restart the service to apply the changes:

# systemctl daemon-reload
# systemctl restart pbx-data-engine

QR code system 

Use cases  

• QR code for each product 

Have a separate web page for each of the products and want customers to get to that exact page when scanning the QR code? Then, this option is just for you. Attach QR code next to each product, which customers can scan and get to the page with the product description. 

• QR code for a category of products 

If you have a huge store, rather than attaching QR code to every single product, you can opt for using one QR code for a category of products. In this case, you can place the code in each row in your store, to be easily found by customers.  

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How to set up 

Generate a call 

We provide SDK (REST APIs), which can be used to set up call generation when someone scans the code. So for this part, you need a web developer, who would configure the relevant POST and CURL requests for each QR code.

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Click and collect setup

Click and collect functionality speeds up and simplifies the process of processing the orders made online. When customers with online orders come to the store, they just need to enter their order ID number on a dedicated tablet. The staff is immediately notified in the conference that the relevant order number is there to collect. 

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Record in-store conversations (listen in 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.

Conversations recording is also required if you wish to transcribe in-store conversations and post content to x-bees channel (setup instructions available in further section of this guide).

To enable the functionality:

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).

To enable the functionality:

1. create directory /etc/systemd/system/pbx-data-engine.service.d
   

   Code Block
   # mkdir /etc/systemd/system/pbx-data-engine.service.d

   
   

2. Add the following key to the file: 

   Code Block
   # mkdir nano-tiny /etc/systemd/system/pbx-data-engine.service.d

   Add the following key to the file: 

   Code Block
   # vi  /etc/systemd/system/pbx-data-engine.service.d/override.conf [Service] ExecStart= ExecStart=/usr/sbin/pbx_data_engine.py --daemon --mode calls presence -cr

   Reload systemd and restart the service to apply the changes:
   

   Code Block
   # systemctl daemon-reload # systemctl restart pbx-data-engine

   Once enabled, the recording of in-store conversations get displayed in the CDR-View. Recording starts when a user unmutes themselves in the conference and starts talking.

Post content to x-bees channel

Use case 1: Veesion integration

When there is an alert from Veesion, the relevant message, containing alert type, date, time, camera IP, ID of the camera and group, as well as video attachment, is sent to x-bees conversation.

Documentation: x-hoppers integration with Veesion

Use case 2: Transcribe all in-store conversations

It is possible to transcribe the content of x-hoppers conference (everything that was said during the day) and post it to x-bees conversation (both the transcription and the audio recording of each piece of the conversation). The transcription is posted on behalf of the users that were talking at a given moment.

How to configure  

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Create x-bees conversation with all the users that are participating in the x-hoppers conference and also needed managers.

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Copy x-bees conversation ID (available in the URL of the conversation)

Add the following data to the /rw2/etc/pbx/x-hoppers.json file:

[
  {
    "store_veesion_id": "test-store-wildix",
    "name": "Store1",
    "audio_conf_id": "2",
    "location": "Odesa",
    "xbees_channel_id": "f6d17593-98b6-471d-941a-cd03153f",
    "veesion_user_extension": "12345"
  }
]

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• store_veesion_id (optional): ID of the store on the Veesion side. Applicable if there is Veesion integration. 
• name: name of the store 
• audio_conf_id: ID of the audio broadcast channel in x-hoppers where the communication takes place
• location: location of the store
• xbees_channel_id: ID of the x-bees conversation, copied in step 2, where the content will be posted.
• user: user, on behalf of whom the content will be posted (applicable for Veesion integration)

When the feature is enabled, whatever is told in the conference is automatically transcribed and displayed in x-bees conversation, so managers could monitor what was discussed in the conference.

How to increase volume for noisy environments

In case of noisy environment, you can increase x-hoppers volume. To do this, add the following parameters to the section [default_bridge] of the file /etc/callweaver/confbridge.conf: 

default_listening_volume=6

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1. .d/override.conf [Service] ExecStart= ExecStart=/usr/sbin/pbx_data_engine.py --daemon --mode calls presence -cr

   
   

2. Reload systemd and restart the service to apply the changes:
   
   

   Code Block
   # systemctl daemon-reload # systemctl restart pbx-data-engine

   
   

   Note
   Note: Reloading systemd is required each time you make any changes to the /etc/systemd/system/pbx-data-engine.service.d/override.conf file.

   
   Once enabled, the recording of in-store conversations get displayed in the CDR-View. Recording starts when a user unmutes themselves in the conference and starts talking.

Post content to x-bees channel

Use case 1: Veesion integration

When there is an alert from Veesion, the relevant message, containing alert type, date, time, camera IP, ID of the camera and group, as well as video attachment, is sent to x-bees conversation.

Documentation: x-hoppers integration with Veesion

Use case 2: Transcribe all in-store conversations

It is possible to transcribe the content of x-hoppers conference (everything that was said during the day) and post it to x-bees conversation (both the transcription and the audio recording of each piece of the conversation). The transcription is posted on behalf of the users that were talking at a given moment.

How to configure

1. Create x-bees conversation with all the users that are participating in the x-hoppers conference and also needed managers.

2. Copy x-bees conversation ID (available in the URL of the conversation)

3. Add the following data to the /rw2/etc/pbx/x-hoppers.json file:

   Code Block
   [ { "audio_conf_id": "2", "xbees_channel_id": "f6d17593-98b6-471d-941a-cd03153f" } ]

   
   Where:

   • audio_conf_id: ID of the audio broadcast channel in x-hoppers where the communication takes place
   • xbees_channel_id: ID of the x-bees conversation, copied in step 2, where the content will be posted

When the feature is enabled, whatever is told in the conference is automatically transcribed and displayed in x-bees conversation, so managers could monitor what was discussed in the conference.

How to increase volume for noisy environments

In case of noisy environment, you can increase x-hoppers volume. To do this, add the following parameters to the section [default_bridge] of the file /etc/callweaver/confbridge.conf: 

default_listening_volume=6

Where 6 is the preferred volume. The maximum value is 10. The default value for both parameters is 0.

Other features

ChatGPT Integration

ChatGPT integration with x-hoppers can enhance customer support and information sharing, allowing to ask questions and instantly receive answers. Powered by ChatGPT, x-hoppers processes the questions and generates the response based on its knowledge base, which is then played back to the user through the broadcast channel.

Documentation: How to set up ChatGPT for x-hoppers

Voice authorization  

x-hoppers allows to configure voice authorization for assigning headsets to users. When enabled, the system compares the voice of the user with user voices previously saved in the system and in case of a match, allows authorisation, eliminating the risk of user logging in under a different name.

Documentation: How to set up Voice Authorization for x-hoppers

Push-to-talk on mobile

This option allows to send Push-to-talk messages to x-hoppers broadcast from x-bees conversation. Users can send voice messages to x-hoppers broadcast via mobile and receive broadcast messages to x-bees conversation, having them played automatically in Speaker mode. 

Read more in the documentation How to configure and use Push-to-talk for x-hoppers

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