x-hoppers Green Box Documentation

Introduction

x-hoppers is an innovative Retail Headset System designed to connect retail assistants and increase customer conversions. The solution is built on DECT technology, linked to a full communications system in the Cloud. Fully wireless, x-hoppers lets retail assistants easily communicate with each other as well as receive external calls. Also, x-hoppers offers an integrated QR code system, which can provide retail assistants with instant buyer alerts.

x-hoppers Green Box serves as a demonstration kit that showcases the capabilities and advantages of the system. It's a comprehensive package that includes all the essential components needed to simulate its functionality in real-world scenarios.

What is inside the Box

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x-hoppers Box content

The Box also includes chargers, plugs and x-hoppers keychain.

Licensing explanation

Besides the hardware components within the Box, you also get:

• a PBX, functioning as the central communication system to configure all aspects of your demonstrations

• CLASSOUND DID, enabling remote joining of broadcasts using any device

Upon ordering x-hoppers Green Box, you will receive all the necessary information, such as PBX domain, credentials and CLASSOUND DID, via email.

Datasheet

How to assemble the Box

Step 1. Unpacking

When unpacking x-hoppers Green Box, please be aware that it consists of two layers, each with specific contents:

Top Layer:

• W-AIR Headsets

• x-hoppers keychain

Bottom Layer:

• MultiCharger

• W-AIR Small Business Base Station

• Chargers and plugs

Step 2. Charging W-AIR Headsets

Place the Headsets into the Charger one by one. Ensure they are properly seated and charging. Allow at least 10 hours for the full charging before use.

Starting from WMS Beta 6.06.20240227.1, you can check Headsets battery level in WMS:

• Access WMS, navigate to Devices menu, W-AIR Devices tab

• In the column Battery, you can find information about the battery level of the Headsets. If the Headset is charging, the relevant icon is displayed next to the battery level indication

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Step 3. Registering W-AIR Headsets

• 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”

• After the registration, all the Headsets are listed in WMS W-AIR devices tab

Step 4. Updating Firmware

• To update the firmware of the Base Station, navigate to Devices tab, select the Base and click Configure/ Sync device button. Wait for several minutes, note that during the update, the device is rebooted. As soon as the update procedure is finished, the new fw version appears in Devices tab and the Base Station is no longer marked with the blue color

• After successful registration of W-AIR Headsets, put them into the Charger to update firmware. You can check the progress on the web interface of the W-AIR base

How to Set Up

Step 1. Mapping Green Box to PBX

By following this procedure, you ensure that your x-hoppers Green Box is correctly mapped to the appropriate PBX:

• Access WMS and navigate to Users menu

• Create a user profile with the following parameters:

  • Role -> Admin

  • Full Name -> DemoFlowUser

  • Extension -> 100

• Navigate to PBX menu, Integrations -> Applications -> Simple Token tab

• Create a token for the user 100 and copy its key

• Scan any QR code located inside the Box

• After scanning, you will be redirected to a web page where you need to insert the necessary data to map the Box to your PBX (you can find the required data in the email we sent you):

  • Your company name

  • PBX domain name

  • Simple Token key

Set your preferred language for the mapping and Help Points interfaces (see Basic scenarios chapter). If you need to change the language, please contact support.

• Once the mapping process is completed, you can proceed to the further setup

Step 2. Creating users

• Access WMS and navigate to Users menu

• Create user profiles for each individual who will be using x-hoppers

Step 3. Assigning users to the Headsets

• Navigate to Devices menu, W-AIR devices tab

• Associate each user with their respective W-AIR Headset

Step 4. Configuring settings for demonstration

• Navigate to Dialplan menu, Dialplan rules tab

• Download and import the following Dialplan procedures in Dialplan rules tab

  • - required for playing notifications for x-hoppers users if one of the help points is triggered and demonstrating click and collect scenario

  • - required for ChatGPT Integration. Note that the Dialplan includes a variable {CONVERSATION} that stores conversations and sends them to an email. It is optional, to skip it, delete Custom applications in lines 7, 10 and 11. If you wish to receive emails, replace test@test.com with your preferred address

  • - required for dialling into x-hoppers broadcasts remotely

• Modify the users Dialplan by adding *Wairhotline* as a called number and add the following Dialplan applications:

  • Set -> Language -> choose language

  • Speech to text -> insert Please unmute and say question for Chat GPT, or wait to join the broadcast or any customized text

  • Jump to if -> "${RECOGNITION_RESULT}"="question" -> select ChatGPT procedure

  • 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

• Modify the classound Dialplan by adding CLASSOUND DID as a called number (you can check it in the email or on WMP under CLASSOUND DIDs tab) and add the following Dialplan applications:

  • Set -> Codec -> alaw

  • Record a call -> specify an email

  • Jump to -> select IVR for xhoppers procedure

• Modify the IVR for xhoppers Dialplan by specifying extensions, Call groups, audio files etc present on your PBX

• Navigate to General Settings tab, under Set dialplan variables, set the following variables and click Save button:

  • HelpPoint1=Help point 1 is triggered. Customer is looking for help in fresh fruits area

  • HelpPoint2=QR 2 is scanned. Customer is looking for more info about Workforce phone

• Navigate to Call Groups tab and create a new call group specifically for handling assistance requests triggered by QR codes (it is needed for Help point 3 scenario). Make sure to activate Call waiting option when configuring the Call group strategy, so its members can receive more than one call at a time (consult the documentation for detailed guidance on how to create Call groups)

• Proceed to Dialplan rules tab and select kite Dialplan procedure

• Add 223344 as the called number and Call group Dialplan application to the chosen number

• In the Call Group application settings, select the call group that you created

• Log in to x-bees and create x-bees conversation with all the users that are participating in x-hoppers conference and also needed managers. In the next step, you will need to copy its ID

• To gather and post transcriptions of conversations, use these commands in Terminal:

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

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

  • add the following key to the file 

    # 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

  • add the following data to /rw2/etc/pbx/x-hoppers.json file

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

    • 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, where the content will be posted

  • reload systemd and restart the service to apply the changes:

Configuring Voice-Enabled User Authorization

Within x-hoppers, you can enable the logic of assigning W-AIR headsets to users via speech-to-text and verify their identity by voice footprint. In this chapter, we will explore how to enable and use this feature.

• By default, this feature is disabled. To activate it, add the parameter --xhop_voice_login true to the /etc/systemd/system/pbx-data-engine.service.d/override.conf file

• Reload systemd and restart the service to apply the changes:

• Install the specific libraries to enable verification of identity by voice using this command

• Set up the Dialplan to allow users to record their voice footprint: and associate it with users Dialplan

• Add the variable XHOP_VOICE_AUTH=yes to WMS -> Dialplan -> General Settings -> Set dialplan variables field

When the feature is enabled:

• Users need to call the designated number in the Dialplan and follow the instructions to record their voice footprints

• Upon lifting W-AIR headset, users are prompted to say their name and surname

• The system matches the pronunciation with user records and assigns the headset accordingly

• Each time the headset is placed into the charger, it gets unassigned meaning that it gets Service license type

If you have already assigned the headsets via WMS, to initiate this feature:

• After enabling, for the first headset use, users need to lift the headset from the charger, place it back, and then lift it again

• Alternatively, before activation, unassign headsets via WMS (Devices -> choose device -> click Assign to user -> in the Extension field, choose “unknown”). Subsequently, users should press the Call button when lifting the headsets from the charger

How to perform the Demo 

During a demonstration of x-hoppers, you can present both basic and advanced scenarios to showcase the system's capabilities. Basic scenarios involve scanning QR codes or using tablets and utilizing x-bees for gathering and posting content, while advanced scenarios showcase integration with Veesion and ChatGPT, taking communication to the next level.

Joining the broadcast

The broadcast is the core functionality of x-hoppers, it refers to the network created by the system that enables real-time communication between x-hoppers users (retail assistants).

x-hoppers users are connected to the broadcast in Retail mode (muted) by default once W-AIR Headsets are lifted from the charging cradle.

Speaking

To start speaking in the broadcast, use one of the options:

1. Call button: press and hold the button to get unmuted. You stay unmuted only while pressing the button. When the button is released, the Headset goes back to mute

2. Mute button: press the button to unmute and be able to speak in the broadcast. All people in the broadcast can hear you. You stay unmuted till Mute button is pressed again or till the Headset is placed to the Charger

Muting

To mute/ unmute the broadcast:

1. Double-press Call button

2. By default, audio from the broadcast gets muted for 60 seconds

3. To unmute the broadcast before the timeout, double-press Call button again

Managing calls

It is also possible to manage incoming and outgoing calls while being connected to the broadcast. Once a call ends, the Headset will automatically return to the broadcast.

To answer incoming calls:

1. Double-press Call button to answer the call

2. Double-press Call button to swap between the call and the broadcast

3. Double-press AUX Function button to finish the call

To make outgoing calls:

1. Open x-bees app on your device

2. Access the dialpad within the app

3. Before placing the call, select the Headset as the audio output device to ensure the call audio is routed through the Headset

4. Dial the desired number using the dialpad and initiate the call

Joining the broadcasts remotely

One of the remarkable features of x-hoppers system is its ability to allow users to join any broadcast from any location using any device. By dialling into x-hoppers demonstrations line via PSTN, for example, you are presented with a menu of choices to engage with the system and join specific broadcasts, allowing for flexible and accessible participation.

To demonstrate:

• Dial CLASSOUND DID from an external device

• Choose one of the options from the interactive menu:

  • Option 1: Ring all retail assistants in Call group. By pressing 1, you initiate a broadcast to all users in a specific Call group. This option is ideal for scenarios where a general announcement or message needs to be communicated to all users simultaneously

  • Option 2: Hunt through Call group with Priority or Round Robin strategy. By pressing 2, you trigger a call routing mechanism that hunts through each user connected to a specific Call group in a predefined order. This option is suitable for customer care scenarios where callers need to be connected to representatives consecutively until a successful connection is established

  • Option 3: Call directly to a single user. By selecting 3, you directly contact a specific user, typically a manager or designated contact person. This option allows for one-on-one communication and is useful for private conversations

  • Option 4: Join broadcast 1. Pressing 4 enables you to join the first broadcast. This option grants the ability to participate in a specific broadcast session and communicate with all users simultaneously

  • Option 5: Join broadcast 2. Pressing 5 enables you to join the second broadcast, extending the capability to address a different group of users simultaneously

Basic scenarios

Help Point 1. Help is required in a specific area 

This use case involves triggering a help point (QR code or tablet) when customers need assistance in a specific area, for example, the fresh fruits section of a store. 

To demonstrate:

• Trigger QR code 1 or follow the link designed for tablets https://x-hoppers-tablet.wildix.com/?box_id=X&key=X&action_id=1 (insert your own box_id and key instead of X)

• Upon triggering the help point, x-hoppers system sends an audio alert

• Users who are wearing W-AIR headsets hear a prompt through the broadcast channel. The prompt informs about the specific help point that was triggered and the assistance required. For example, the prompt could be: "QR 1 is scanned. Customer is looking for help in the fresh fruits area." (it is specified in WMS Dialplan -> General Settings)

• Simultaneously, after triggering the help point, x-hoppers displays a message to customers indicating that their request for help was received and is being addressed

Help Point 2. Customer is interested in a specific product 

In this use case, a help point is designed to provide customers with detailed information about a specific product. When scanned, the QR code directs customers to a webpage where they can learn more about the product they're interested in.

To demonstrate:

• Scan the QR code 2

• Upon scanning the QR code, x-hoppers system sends an audio alert

• Users who are wearing W-AIR headsets hear a prompt that informs them about the specific QR code being scanned and a customer's product interest. For example, the prompt might be: "QR 2 is scanned. Customer is looking for more information about the Workforce phone." (it is specified in WMS Dialplan -> General Settings)

• Simultaneously, after scanning the QR code, x-hoppers redirects customers to a predefined webpage https://www.wildix.com/product/voip-phones-and-headset/ related to the product, where they can access its detailed information

Help point 3. Direct call for assistance

In this scenario, Help point 3 is designed to enable customers to initiate a direct call for immediate assistance.

To demonstrate:

• Trigger QR code 3 or follow the link designed for tablets https://x-hoppers-tablet.wildix.com/?box_id=X&key=X&action_id=3 (insert your own box_id and key instead of X)

• Upon triggering the help point, the system redirects customers to Kite web page

• After entering customer’s name, a call is placed automatically to a pre-configured call group

• Retail assistants within the call group receive the call and are alerted to the customer's request for assistance

• Double-press Call button to answer the call, double-press AUX Function button to finish the call

Help point 4. Click and Collect (optional)

In this scenario, Help point 4 is designed to simplify the process for customers who have placed orders online. Customers can effortlessly collect their online orders in-store by entering their order ID on a dedicated tablet, leading to immediate notifications for retail assistants through x-hoppers broadcast.

To demonstrate:

• Follow the link designed for tablets https://x-hoppers-tablet.wildix.com/?box_id=X&key=X&action_id=4 (insert your own box_id and key instead of X)

• Upon triggering the help point, customers need to enter a number of their order

• Users who are wearing W-AIR headsets hear a prompt that informs them about the specific help point being triggered and a customer's product interest. For example, the prompt might be: "Order number ${text} has arrived for collection, Order number ${text} has arrived for collection" (you can customize it in clickcollect Dialplan procedure)

• Simultaneously, after triggering the help point, x-hoppers displays a message to customers indicating that their request was received and is being addressed

Transcribe and post all in-store conversations in x-bees channel

x-hoppers offers a valuable feature that allows you to transcribe and post all in-store conversations to a dedicated x-bees channel. This capability ensures that important discussions and insights are easily accessible to team members.

To demonstrate:

• Initiate and hold conference conversations using W-AIR Headsets

• The system automatically records and transcribes everything that is said during the conversations

• The transcriptions of the conference conversations are automatically displayed in x-bees channel

• Managers and team members with access to x-bees channel can view the transcriptions in real time. This allows them to monitor discussions, decisions, and interactions that occurred during the conference

Advanced scenarios

ChatGPT Integration

Integrating ChatGPT with x-hoppers allows for intelligent question-answer interactions, enhancing customer support and information sharing. In this demo, you can showcase how users can ask questions and receive answers.

To demonstrate:

• Ask a question, for example:

  • Could you compare and contrast the following two products: an Asus Vivobook 15 and a Samsung Galaxy Book 3?

  • Which induction hobs can be plugged in and which must be wired in directly?

  • Is the discontinued EXPEDIT series compatible with KALLAX?

  • Are Kraft Jet-Puffed brand marshmallows kosher? Are they halal?

  • Are there any allergens present in Naked Fruit and Nut bars?

• x-hoppers, powered by ChatGPT, processes the question and generates an appropriate response based on its knowledge base

• The response is then played back to you audibly through the broadcast channel

To ask another question, double-press AUX button. This action hangs up the broadcast and restarts the interaction, allowing users to ask a new question.

Posting in x-bees channels using APIs

In addition to calls and QR codes management, x-hoppers also provides a powerful API functionality that allows interacting with x-bees channels programmatically and performing various actions like getting the list of conversations, create or update a conversation and other actions, you can check all available API endpoints in Wildix API Documentation. Additionally, you can also demonstrate Veesion integration possibilities by posting alerts and videos.

To demonstrate:

1. Download the following JSON file containing a collection of practical API examples:

2. Make sure you have Postman installed on your computer. If you don't have it, download and install it from Postman API Platform

3. Import the downloaded file to Postman

4. To start, you need to get an access token: navigate to Get OPENID Token request, Pre-request Script tab

5. Change the following parameters. You can use any created user:

6. Click Send button to complete the request

7. All other requests within the collection represent a specific API action you can perform. Among the list, select a request you want to perform. You can click on the request to expand its details and modify any necessary parameters. For example, to create x-bees conversation, perform POST https://api.x-bees.com/v1/conversations/. If needed, change parameters in Body section

Analytics

x-hoppers offers a dedicated Analytics feature that provides detailed statistics about the system’s usage. By monitoring these metrics, managers can gain insights into the time distribution of retail assistants in conferences, including the total time spent, wait time, and talk time, as well as view statistics per each separate store, including the number of active users, average and total talk time and monitor the usage of help points, both tablets and QR codes. Such information can be valuable for analyzing productivity and optimizing conference management to improve efficiency.

To access x-hoppers Analytics, follow these steps:

• Open x-bees and navigate to Analytics menu, Liveboards tab

• Select “x-hoppers: Agents Stats” Liveboard to view Agents or Stores Stats or

• Select “Demo: x-hoppers HelpPoints” Liveboard to demonstrate the usage of help points. Note, that stats for this report are artificially generated. To show the real stats per a specific PBX, select “x-hoppers HelpPoints”