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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: February May 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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Device | BackOffice | HelperHopper | SalesFloorHopper | SalesFloorHopper + AI | SuperHopper + AI | |
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Ideal for: | For SIP devices | Administration 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 floor | Retail assistants who work on the shop floor | Managers and supervisors |
Free minutes for outbound calls | 100 min | 3000 min | 3000 min | 3000 min | 3000 min | 3000 min |
SMS included | 100 sms | 200 sms | 1000 sms | 1000 sms | 1000 sms | 1000 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 / calls | Up to 1 device / 2 calls | Up to 10 devices / 4 calls | Up to 10 devices / 8 calls | Up to 10 devices / 8 calls | Up to 10 devices / 8 calls | 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 | ➖ | ➖ | ➖ | ➖ | ➖ | ✅ |
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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.
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Note: To see if Retail mode is activated, you can check the following parameters in the [wildixair] section of the /rw2/etc/provision.conf file:
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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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Limitation: It is impossible to register a headset if the code of DECT network set up in WMS → Devices → W-AIR Networks is different from "0000" (default code).
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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.
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Limitation: It is impossible to register a headset if the code of DECT network set up in WMS → Devices → W-AIR Networks is different from "0000" (default code). Workaround: you can temporarily change the code to default one ("0000") on the W-AIR Networks page in WMS, register and assign the Headset(s), and then change it back to the custom one. |
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- 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”.
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”.
- 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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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.
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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:
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--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:
- The user is asked to say their name
- The user should pronounce the name and surname
- 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.
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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. |
Enable user verification by voice
Also, you can configure the logic of verifying users' identity by voice footprint. When this feature is enabled, during user authorisation the system compares the voice of the user with user voices previously saved in the system and in case of a match, allows authorisation. This eliminates the risk of user logging in under a different name.
See instructions for below:
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1. Install the specific libraries to enable verification of identity by voice using the following command:
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pip install librosa |
2. Set up a Dialplan to allow employees leave their voice footprints in the system, which will later be used for verification.
You can download the Dialplan example here: x-hoppers_auth.bkp
Once the Dialplan is set up, employees should call the number provided in the Dialplan and follow the audio instructions to record their voice footprints.
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Note: Each new employee should follow the procedure first, before trying to log in to the headset, as in case user voice footprint is missing in the system, authorisation will not be allowed. |
2. Add the following variable to WMS -> Dialplan -> General Settings -> Set dialplan variables field and click Save:
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XHOP_VOICE_AUTH=yes |
When the feature is enabled, upon lifting the headset, users are prompted to say their name and surname. The system matches the pronunciation with user records and assigns the headset. Each time the headset is placed into the charger, it gets unassigned and gets Service license type.
5. Configure Dialplan
Modify the users dialplan as follows:
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Enter *Wairhotline*
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Note: It is the value which is dialled by the headset in the Retail mode. This value is default and should not be changed. |
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- Set -> Language -> choose language
- Play sound -> click Browse (three dots) and choose the sound to be played on joining the broadcast or create it dynamically using TTS, for example Welcome to x-hoppers, joining the broadcast
- Conference -> enter the conference room ID number. This can be any number, e.g. 1, 2, 3, etc.
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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:
- A user should dial the feature code for Conference access (98 by default) + the conference room number. Example: 981 for conference room number 1.
- Alternatively, a Dialplan can be configured so that when users dial a certain number, e.g. 333, the call is automatically put into the broadcast.
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4. Configure Dialplan
Modify the users dialplan as follows:
- Click Add number
Enter *Wairhotline*
Note Note: It is the value which is dialled by the headset in the Retail mode. This value is default and should not be changed.
- Add the below Dialplan applications:
- Set -> Language -> choose language
- Play sound -> click Browse (three dots) and choose the sound to be played on joining the broadcast or create it dynamically using TTS, for example Welcome to x-hoppers, joining the broadcast
- Conference -> enter the conference room ID number. This can be any number, e.g. 1, 2, 3, etc.
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Documentation:Dialplan Applications - Admin Guide. |
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:
- A user should dial the feature code for Conference access (98 by default) + the conference room number. Example: 981 for conference room number 1.
- Alternatively, a Dialplan can be configured so that when users dial a certain number, e.g. 333, the call is automatically put into the broadcast.
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Documentation: Dialplan Applications - Admin Guide. |
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.
- Create a CURL request that triggers a message to the required department.
Example:
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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
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Note: msg and dept values can be wrapped in double quotation marks (“) |
2. Create rule 999 (you can set a custom number) and call the following script in that rule:
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Custom app :: System(data_engine_cli OriginatePlayback ${dst} '${dept}' '${msg}') |
3. Create a Dialplan rule with dst number (this can be any number that is not occupied by a user or by another real destination, e.g. 111 or 777) in the outgoing users Dialplan(s). If users have different Dialplans, the rule with dst number should be created in each of them (or it can be added as an included procedure). Configuration:
- Set :: Language :: en (this one is needed for TTS processing)
- Set(sound=${SHELL(/usr/sbin/data_engine_cli GetSound ${CALLERID(num)})})
- Play sound :: ${sound}
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Important: In case of changing Department name, make sure to reload PBX engine to apply the changes:
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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:
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# 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:
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Environment='XHOP_UNHOLD_TIMEOUT=0' |
2. Reload systemd and restart the service to apply the changes:
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# systemctl daemon-reload
# systemctl restart pbx-data-engine |
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Note: For WMS versions prior to 6.07, instead of XHOP_UNHOLD_TIMEOUT, the parameter UNHOLD_TIMEOUT should be used. |
QR code system
Use cases
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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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create directory /etc/systemd/system/pbx-data-engine.service.d
Code Block # mkdir /etc/systemd/system/pbx-data-engine.service.d
Add the following key to the file:
Code Block # vi nano-tiny /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
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.
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Create x-bees conversation with all the users that are participating in the x-hoppers conference and also needed managers.
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:
Code Block [ { "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" } ]
Where:- 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 placelocation: 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.
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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.
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Currently, users are limited to asking one question. To ask another question, Headset should be put into the Charger and then lifted again. This restarts the interaction and allows users to ask a new question. Alternatively, user has to double-press the AUX Function button. |
How to set up
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Speech to text -> insert Please unmute and say question for Chat GPT, or wait to join the broadcast (or any customized text)
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How to use
For the current development stage, users are limited to asking one question. To ask another question, Headset should be put into the Charger and then lifted again, which restarts the interaction and allows to ask a new question. Alternatively, user has to double-press the AUX Function button.
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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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