x-hoppers Admin Guide

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.

x-hoppers users are connected to a broadcast, in Retail mode (muted) by default. If any user wants to talk in the broadcast, they just need to press a button to unmute themselves. Besides, users can accept incoming calls, after which they return to the broadcast. 

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:

x-hoppers Headset Overview

1 - Microphone

2 - Mute button

3 - Call button

4 - Volume- button

5 - LED Indicator

6 - AUX Function button (Power On)

7 - Volume+ button

8 - Speaker

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.

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.

For correct charging, ensure that the room temperature is between 5°C and 45°C / 41°F and 113°F. Do not place the Headset in direct sunlight when charging.

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

Activation 

1. Configure Retail mode on the PBX 

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. 

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: 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

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: 

1. Go to WMS -> Devices -> W-AIR devices
2. Choose the headset and click Assign to user
3. Enter user extension and click Save.  
   

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.

Starting from W-AIR firmware v 650b2, headsets get the following pre-configured settings:

• Retail Mode: On
• Audio feedback: Voice
• Silent charging: On
• Silent mode: Off
  

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.  

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. 

By default, the feature is disabled. To enable it, add the parameter --xhop_voice_login true to the /etc/systemd/system/pbx-data-engine.service.d/override.conf file. The parameter should be added to the line "ExecStart=/usr/sbin/pbx_data_engine.py --daemon --mode calls presence -cr": 

# 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 --xhop_voice_login true

Make sure to reload systemd and restart the service to apply the changes:

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

pip install librosa

XHOP_VOICE_AUTH=yes 

Modify the users dialplan as follows: 

1. Click Add number

2. Enter *Wairhotline*
   

   Note: It is the value which is dialled by the headset in the Retail mode. This value is default and should not be changed.

3. 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. 

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. 

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

Environment='UNHOLD_TIMEOUT=120' 

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

Environment='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.  

In either of the above scenarios, once QR code is scanned, clerks are instantly notified which exact product or product category a customer is interested in and can provide any necessary assistance and guidance. Moreover, you can collect statistics (e.g. via Google Analytics) on which product QRs were scanned and how many times, which allows you to analyze customer engagement and make weighted decisions. 

Additionally, on the product web page you can place a Kite button, letting customers contact clerks or back office via chat, audio or video call. 

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.

Configure Dialplan

On the Dialplan side, you need to configure the call to be sent to the broadcast with clerks. The call should be accompanied with notification via our Text-to-speech feature, to inform clerks which page was scanned/ where in the store assistance is required. QR codes require separate Dialplan entries. 

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. 

To configure click and collect functionality:

1. Create a Dialplan rule e.g. clickcollect
2. Add number default:
   • Add Verify number of calls application, enter 1 for the max number of active calls and select the relevant procedure 
   • Add application Play sound and enter the text that should be pronounced in the conference, e.g. Order number ${text} has arrived to collect the order
3. Add number wait with the following applications:
   • Custom application with parameter Wait(3)
   • Jump to application with the procedure clickcollect

Example of CURL request:

curl -u admin:admin_password -X POST 'https://xhoppersdemo.wildixin.com/api/v1/Originate' --data-urlencode "channel=Local/conf*1@pbxservices" --data-urlencode "context=clickcollect" --data-urlencode "priority=1" --data-urlencode "exten=s" --data-urlencode "variable=text=124" --data-urlencode "callerid=1"

Gather & Post content to x-bees channel

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.

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:

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

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

2. 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

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

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

   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:

   [
     {
       "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 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

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

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.  

How to set up 

1. In WMS, navigate to Dialplan menu -> Dialplan rules tab
2. Download and import the "ChatGPT" Dialplan procedure.bkp required for ChatGPT Integration
3. Modify the users Dialplan by adding the following Dialplan applications under Set -> 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" -> ChatGPT procedure
     
     

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.

1. User asks a question (e.g. Could you compare and contrast the following two products: an Asus Vivobook 15 and a Samsung Galaxy Book 3? Is the discontinued EXPEDIT series compatible with KALLAX? etc.)
2. x-hoppers, powered by ChatGPT, processes the question and generates an appropriate response based on its knowledge base
3. The response is then played back to the headset