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This document is intended for the Wildix Partners who are participating in the x-bees partner program.

Admin Guide

Requirements

  • WMS version 5.04 or higher

Use the repository rel50 or rel50beta to install this version.

  • The PBX must be on the x-bees licensing model on WMP

Currently, there is no procedure for switching a PBX from the UC-licensing model to the xb-licensing, so it can be only done by the Wildix team. To check the requirements for switching, refer to the Customer Care documentation

NOTE: access to Collaboration is also available for PBXs on the x-bees licensing plan!

Supported browser

  • Chrome

Mobile apps

  • Android 9 or higher
  • iOS 13.3 or higher

Chrome extension

x-bees Partner Program

In order to sell x-bees, it is mandatory to pass the training and get x-bees certification: https://training.wildix.com/x-bees-partner-program/ (currently available in English, other languages will be added later)

Licensing  

Note: Currently the ability to create PBXs on WMP with x-bees licensing is disabled (coming soon).

Monthly/ Yearly licenses (3-year and 5-year commitment available):

  • xb-Device: recommended for users who need only telephony features without chat and presence, e.g. warehouse employees, unattended phones, W-AIR handset users, call group manager dummy users
    • user can have 1 device and up to 2 concurrent calls
    • 100 minutes of free outbound calls per month per user to CTA1
  • xb-Essential: recommended for users who need to communicate with colleagues/ customers via chat, calls, video, users who need access to x-bees interface and mobile apps 
    • user can have up to 10 devices (desk phones, W-AIR DECT) and up to 4 concurrent calls
    • 1000 minutes of free outbound calls per month per user to CTA1
  • xb-Business: recommended for sales people, customer support, marketing departments, users who need access to CRM integrations
    • user can have up to 10 devices (desk phones, W-AIR DECT) and up to 8 concurrent calls
    • users can be contacted via WebRTC Kite (widget on a website, contact-me button added to their email signature, add a link to be contacted on their business card)
    • ability to add Salesforce leads and HubSpot contacts, manual and automatic logging to CRM
    • ability to start conversations with external people and add them to x-bees channels
    • 3000 minutes of free outbound calls per month per user to CTA1
  • xb-Premium: recommended for supervisors, managers, users who need access to analytical tools
    • user can have up to 10 devices (desk phones, W-AIR DECT) and up to 8 concurrent calls
    • analytics options: live dashboards dispalying ongoing conversations (calls and conferences) and statistics to create all kinds of reports and dashboards for SLA monitoring
    • business Intelligence with Gong.io - can monitor the performance of sales and get tips on how to improve your sales skills
    • 3000 minutes of free outbound calls per month per user to CTA1

Note: Free minutes to Call Termination Area 1 is available with the CLASSOUND service.

Details on how to activate the service: CLASSOUND Activation Request.

Salesforce integration

Requirements

  • xb-Business license or higher
  • Admin access to Salesforce account
  • Salesforce license with API access. API access is included in the following Salesforce editions:
    • Enterprise Edition
    • Unlimited Edition
    • Developer Edition
    • Performance Edition

API access is not included in the following versions:

  • Professional Edition: API access can be purchased from Salesforce
  • Essential Edition

Information: https://help.salesforce.com/s/articleView?id=000326486&type=1.

Installation

  1. Go to WMS Settings -> PBX -> Integrations -> x-bees
    • Your PBX should be on the x-bees licensing, otherwise, the tab is greyed out    
  2. Wildix Integration Hub opens
  3. Click on Salesforce

  4. Click Install to proceed with the activation 

  5. There are 2 activation steps. To continue with the 1st step, click Connect your Salesforce


  6. Select an environment (live/ sandbox) and click Save

  7. Click Link connection to connect your Salesforce account (Admin) with x-bees

  8. Click Allow

  9. Log in to your account. Once the connection is linked, click Ok

  10. The 1st step is completed, click Next to proceed to the 2nd step
  11. On the 2nd step, the Integration is automatically activated

  12. Salesforce integration gets activated


From x-bees, it is possible to create new SF leads and manually log activities to SF:

  • The user who performs an action on a Salesforce record from x-bees is assigned as the author of this activity in Salesforce
  • If the user who performs an action is not present in Salesforce, then the activity is automatically assigned to the account's Admin

Below you can find the instruction on how to authorize the SF admin to perform Author and Owner changes. Follow this instruction to make sure that all the lead creation and logging activities performed on x-bees have the correct Author and Owner in SF.  

Important: this instruction does not work in case you have a developer version of SF (logging will work, but there's no way to change the Author/ Owner of those activities).


To authorize the SF Admin to perform Author and Owner changes, follow the steps below:

  1. Click Settings from SF (the Gear icon in the upper right-hand part of the screen) -> click Setup



  2. Setup Home screen opens. From the left panel, under ADMINISTRATION, Users -> click Users
     

  3. Find the System Administrator profile and click to open it


  4. Click Clone. Clone Profile screen opens

  5. Add the following Profile Name: SystemAdminWithCreatedBy and click Save


  6. The newly created Profile SystemAdinWithCreatedBy opens. Scroll down to System and click on System Permissions 


  7. Click Edit
  8. Scroll down to Set Audit Fields upon Record Creation (Set audit fields, such as Created By and Last Modified By, when you create a record (API only).) and put the tick


  9. Scroll up and click Save. Permission Changes Configuration window opens. Click Save again


  10. On the left panel, under ADMINISTRATION click Users. Find your System Administrator and click Edit next to the entry


  11. Setup Users screen opens. Change the Profile from System Administrator to the newly created Profile SystemAdminwithCreatedBy and click Save


Video available.

HubSpot Integration

Requirements

  • xb-Business license or higher
  • Admin access to HubSpot account

Installation

  1. Go to WMS Settings -> PBX -> Integrations -> x-bees
    • Your PBX should be on the x-bees licensing, otherwise, the tab is greyed out   
  2. Wildix Integration Hub opens 

  3. Click on HubSpot

  4. Click Install to proceed with the activation 


  5. There are 2 activation steps. To continue with the 1st step, click Connect your HubSpot
  6. Log in to your HubSpot account (Admin) with x-bees, click Choose Account

  7. Allow the access by clicking Connect App

  8. Once done, a pop-up screen shows up confirming that connection is linked. Click Ok


  9. The 1st step is completed, click Next to proceed to the 2nd step

  10. On the 2nd step, the Integration is automatically activated

  11. HubSpot integration gets activated:

Usage 

HubSpot integration offers the following features: 

  • HubSpot contacts are visible in Live Search, Dialpad search (if phone number is available), and when creating a conversation
  • Information about HubSpot contact is available on the Info tab in x-bees. There, you can perform the following actions:
    • open contact in HubSpot
    • change the match if the match is wrong
    • log activity (Call/ Email/ Meeting)
    • create tasks
    • see the list of all tasks and activities
    • monitor activity history
  • Also, you can create new HubSpot contact via x-bees

Notes:

  • HubSpot and x-bees sync may take up to 5 minutes
  • x-bees contact can be created only with users that have an email address
  • Contacts deleted from HubSpot are not removed in x-bees

Access for users and guests

Mobile apps 

Notes:

  • x-bees mobile apps are currently available only for users from Canada, the UK, Italy, Spain, Germany, Switzerland, France and the USA
  • x-bees mobile apps can be downloaded both by PBX users and guests
  • x-bees mobile apps are available for users who are assigned an xb-Essential license or higher 
  • Guests have to be previously invited to a channel by a PBX user in order to be able to engage with them in conversations

Follow the steps below:

  1. Download the x-bees app from Apple store or Google Play Market
  2. Log in using your Microsoft 365 or Google SSO, or via email
    • In case of login via email, a verification code will be sent to your email address, you will need to enter it to log in
  3. For PBX users only: follow the steps below to connect to your Wildix PBX 
    1. Click on your user picture to open Settings
    2. Under Settings, click Connect to Wildix PBX
    3. Enter the domain name of your PBX into the input field and click Connect

Note: Guests who are not Wildix PBX users need to be invited to an x-bees channel by a PBX user to be able to engage with them in conversations.

Web access

From WMS:

  • Go to WMS -> Users, select users and click Invite to x-bees
  • Users receive an invitation via email with the link to join x-bees

Via the link:

Alternatively, PBX users can join x-bees following the steps below:

  1. Open the link: https://x-bees.biz/ 
  2. Log in via Google or Microsoft 365 SSO, or by email 
    • In case of login via email, a verification code will be sent to your email address, you will need to enter it to log in
  3. Connect to the PBX: 
    1. Click on your user picture in the upper left-hand part of the screen to open Settings
    2. Under Settings, click Connect to Wildix PBX
    3. Enter your Wildix PBX domain into the input field and click Connect

Direct link to contact an x-bees user ("WebRTC Kite") 

Note: A customizable widget or contact-me button can be added to your website or embedded to your email signature, to enable customers to contact single agents or groups by clicking on a link. 

Currently, you can create contact-me links and add them to your website or anywhere on the web, in the following format: https://x-bees.biz/kite/name.surname@yourdomain.com, where name.surname@yourdomain.com is your email address. 

Here's an example of what happens if an external (non-authorized) user clicks on a link:

  1. User clicks Send me a message
  2. x-bees interface opens and user starts typing a message

  3. Authentication popup opens, requesting user to log in using Google/ Microsoft 365 SSO or email

  4. In case user chooses to log in via email, a code is sent to their email and they need to type it


  5. Now they can continue the conversation with the PBX user



  6. By clicking on the Back arrow next to the conversation icon from the top left-hand side of the screen, user can view all the previous conversations in which they were involved


User Guide

x-bees Web

Notes:

  • No way to send SMS messages and Faxes via x-bees
  • No way to listen to Voicemails and Call recordings, but you receive a copy via email
  • Access to the web version and mobile apps of x-bees is available starting from the xb-Essential license

Login

Users of the PBX receive an invitation via email with the link to join x-bees and download mobile apps. The invitation email should be sent by the PBX admin from WMS.

Follow the steps:

  1. Click on the link in the email invitation to join x-bees
  2. Log in using Google or Microsoft SSO 

PBX users who joined x-bees via email invitation sent by the system administrator are automatically connected to the correct Wildix PBX. To make sure you are connected to the Wildix PBX, follow the steps below:

  1. Click on your user picture from the upper left-hand part of the screen
  2. Under Settings, click Connect to Wildix PBX
  3. Make sure the Wildix PBX domain name is entered into the field Domain 

Note: if you are not sure, what your Wildix PBX domain is, please check with your system administrator.

Settings

User Picture

In case you were previously using Collaboration, your user picture is synced with Wildix Collaboration. 

To set up/ change the picture 

  1. Click on your user picture in the upper left-hand part of the screen to open Settings
  2. Click on your user picture to open profile information 
  3. Click Upload image and select a new picture 
     
  4. Crop and scale and click Apply
     



External profile link (WebRTC Kite link)

To view your profile link, by which external users can contact you: 

  1. Click on your user picture in the upper left-hand part of the screen to open Settings
  2. Click on your user picture
  3. You can view and copy the links under Advanced 

Language

Language is currently selected based on your Browser language. 

Note: professional translation is currently available in Italian, German, Spanish and French.


User status and status message

The following user presence statuses are available in x-bees:

  • Green: available
  • Yellow: away
  • Red: do not disturb 

Notes:

  • User presence status and call status are synced with Wildix Collaboration
  • Geolocation services are currently not available


To change user status:

  1. Click on your user picture in the upper left-hand part of the screen to open Settings
  2. Under Status, click on your current user status (e.g. Available)
  3. Select the new status

To add a status message: 

Notes:

  • The support starts from WMS 5.04.20220504 and higher
  • The status message should be no longer than 100 characters
  • When busy in a conference, user status automatically changes to the default one (e.g. “in conference | until 14:00”)
  1. Click on your user picture in the upper left-hand part of the screen to open Settings 
  2. Under Status, click on Set a status

  3. Enter the status message into the field, set date and time to clear the status after (optional)
  4. Click Save
  5. To check the status message, click on your user picture in the upper left-hand part of the screen to open Settings. Under Status, check the message

Notifications 

To enable/ change notifications settings:

  1. Click on your user picture in the upper left-hand part of the screen to open Settings
  2. Under Settings, click Notifications 
  3. Enable Notifications:
    • Here you can enable notifications in personal and group conversations. It is recommended to enable all of them, in case you decide to mute a particular conversation, you can do it from the settings of this particular conversation. Note, that Web and Mobile notifications are managed separately and there is no sync between them, to enable notifications on Mobile, consult this chapter

Note: audio notifications about new chats are currently not available. 

Call forwarding settings

To enable/ change call forwarding settings:

  1. Click on your user picture in the upper left-hand part of the screen to open Settings
  2. Under Settings, click Calls
  3. Set up call forwarding rules for every Call class:

Audio and video device settings

To change the active devices for audio/ video:

  1. Click on your user picture in the upper left-hand part of the screen to open Settings
  2. Under Settings, click Audio and Video
  3. In this menu, you can select and test the active device for Speakers, Ringing, Microphone and Video:

Kite settings

Kite settings let you create a professional email signature with contact-me button, which allows recipients to reach out to you via x-bees, website widgets and set up calendars for Kite Meeting Scheduler.

  1. Click on your user picture in the upper left-hand part of the screen to open Settings. Under Settings, click Kite settings

  2. You get redirected to this portal: https://x-bees.biz/kite/console
Email signature
  1. Fill out the form which includes the following fields: 
    • Full Name
    • Company
    • Job title
      Additional information:
    • Phone
    • Address
    • LinkedIn
    • Custom link
    • Title for custom link
    • Custom text field
  2. Under Email signature preview, click Copy to clipboard or Download file to further apply the signature in your email client

Documentation: How to apply your x-bees email signature.

Note: If you change avatar/ name/ or other data, a new signature with the updated info should be created.

Website widgets

Documentation: x-bees website widget configuration

Calendar settings - Google Calendar integration

Documentation: x-bees Kite Meeting Scheduler


Extensions

In this menu, you can install the Wildix Integration Service (required for Headset Integration):

  1. Click on your user picture in the upper left-hand part of the screen to open Settings
  2. Under Settings, click Extensions
  3. Install the Integration service

Inbound services ("Contact center")

The contact center feature present in Wildix Collaboration is available in x-bees and allows you to view the available services (call groups) and dynamically log in/ log out from them:

  1. Click on your user picture in the upper left-hand part of the screen to open Settings
  2. Under Status, enable Inbound services
  3. Enable the switch next to Inbound service requests: the switch allows you to dynamically join the inbound services (call groups)
  4. Under Inbound Services: enable those services (call groups from your PBX) that you would like to join as a call agent (in this menu you cannot change the status in services, to which you were added statically via WMS)

Updates 

Updates of the x-bees web interface are available out of the box and do not require any steps from the PBX admin or user.

Changelogs will be shared with Partners in a dedicated channel.

Check the current version:

  1. Click on your user picture in the upper left-hand part of the screen to open Settings
  2. Under Support, click About

Feedback

You are invited to send us feedback, provide suggestions and report problems!

To send your feedback:

  1. Click on your user picture in the upper left-hand part of the screen to open Settings
  2. Under Support, click Send Feedback

Logout

  1. Click on your user picture in the upper left-hand part of the screen to open Settings, then click Log out

Conversations

Group conversations 

Important: Conversations (chats) on x-bees are not synced with Wildix Collaboration!

Create a new conversation 

  1. Click on + from the top panel
  2.  Add participants and click Next:
    • You can add PBX users, Salesforce or HubSpot leads and contacts, Phonebook contacts, email addresses

  3. Give your conversation a title and click Create
     


Manage a conversation

Once a conversation has been created, click on the Info icon from the upper right-hand part of the screen to open the Conversation Info frame.

In this frame you can:

  • Mute the conversation for a period of time
  • Add more participants
  • Delete member or Send email invitation to a member

Click on three dots from the upper right-hand part of the Conversation Info frame to view other options:

  • Edit: edit the event title
  • Send email invitation: opens your email client enabling you to send a customized email invitation to all the members
  • Schedule event via Google and Schedule event via Microsoft: calendar opens enabling you to schedule a conference in the participants' calendars

Start a conference or schedule an event

  • Start a call with all the participants: click on the Video icon from the upper right-hand part of the conversation screen


Schedule event via Google/ Microsoft:

  1. Click on the Info icon from the upper right-hand part of the conversation to open the Conversation Info frame
  2. Click on the three dots from the upper-right hand part of the frame
  3. Click Schedule event via Google or via Microsoft: calendar opens enabling you to schedule a conference in the participants' calendars


One-on-one conversations 

Important: Conversations (chats) on x-bees are not synced with Wildix Collaboration.

On x-bees you can start a one-on-one conversation (chat) with any match found in the Search field. It can be a colleague, a phonebook contact, a Salesforce/ HubSpot lead or contact, or any external person present in your conversations.

  1. Start typing a name or a phone number into the Search field in the upper left-hand part of the screen
  2. Click on the match to open a conversation 

    Note: The ability to mute the chat/ Other actions appears only after you have exchanged the first chat.

If it is not a PBX user, then you need to invite this person to x-bees. They will receive the invitation via email and then they will be able to join your conversation on x-bees:


Note: From one-on-one conversations, same as from group conversations, you can start a conference or schedule it via Google or Microsoft 365.

Conversations features: reactions, quote, forward, edit, delete, tagging, file sharing

The features described below are available both in one-on-one and in group conversations.

Hover the mouse over a message to view the available options (options are described from the left to the right):

  • Leave a reaction
  • Quote: respond to a particular message
  • Forward: forward a message to another conversation
  • Copy: copy a message
  • Edit: edit your message (available only for your messages)
  • Delete: delete your message (available only for your messages)

  • Tag a particular participant in a conversation: type "@" and then select the participant to tag:


  • Send one more multiple files: click on the paper clip icon from the input field or use drag and drop to add your files:


Screen sharing 

  • From a conference:

To start screen sharing, you need to start a conference in a conversation:

  1. Click on the Video icon from the upper right-hand part of the screen to start a conference:

2. Click on the screen sharing button inside the conference:

  • From a call:

Note: The support starts from WMS 5.04.20220422 or higher.

  1. When in a call, click on the screen sharing button:
  2. Audio call is automatically terminated and both participants are redirected to video conference with enabled screen sharing

Current limitation: In case a call is transferred to a device which doesn't support screen sharing (for example, WP phones, etc) the button "Screen Sharing" is not disabled. This will be fixed in further releases. 

Hide or leave a conversation

  • Right-click on a conversation from the list of active conversations and press Hide:

Calls

Active calls are synced between x-bees and Collaboration.

Important: in case you are using both x-bees and Collaboration at the same time, the logic is the following:

  • The app (x-bees or Collaboration) that was last open, is the active one to receive incoming calls 
  • If you manually use another app to make or accept a call, then this app becomes the active one
  • If you close the active app, then another tab becomes the active one

This means, if you want to change the active app (x-bees or Collaboration), then refresh the web page with that app.

Start a call from Dialpad 

Note: Currently there's no option to select an active device, calls are started via the x-bees interface.

You can start an internal or an external call from the Dialpad:

  1. Click the Dialpad icon from the top menu
  2. Type a name of a user, a phonebook contact, a Salesforce/ Hubspot lead or contact, or just enter a phone number into the field 
    • In case a contact has more than one number, click on the arrow next to the match, to view the available options
  3. Click on the green Call icon from the Dialpad to start a call

Selecting Caller ID for outbound calls 

If you need to make an external call, but don’t want to show your office phone number, you can select the phone number of the relevant service (e.g. tech support, sales, accounting, etc.) before placing a call:

  1. Open the Dialpad
  2. Click on the drop-down list at the top 
  3. Select the service (Call group) and make a call

  4. The call is performed using CID for outbound calls of the selected Call group (By default, the option “Personal” is displayed)

Note: To set up Caller IDs, go to WMS -> Dialplan -> Call groups -> select a group -> click Edit strategy and specify CID for outbound calls. 


Call from Conversation

The Call option is only available in one-on-one conversations with other PBX users: 

  • Click on the Handset icon from the upper right-hand part of the conversation

Note: Currently there's no option to select an active device, calls are started via the x-bees interface.

Important: To have a full set of features (including video), it is recommended to start a call using the Video icon!

Choosing between the call option and video conference 

If you need telephony features, such as: 

  • Transfer a call
  • Put a call on hold
  • Send DTMF

Then opt for the SIP call option. You can start a call from the Dialpad or from one-on-one conversations with colleagues.

If you need screen sharing, opt for the Video conference option from one-on-one or group conversations. 

Manage calls 

Note: Call recording is currently available only via the Feature code (*1 by default).

In case you have more than one active call, you can see them all from Active conversations and switch between them.

Switch active device: all active calls can be seen and managed both from the web version and from the mobile app. If you started a call on the mobile app, you can continue it on the web version of x-bees (and vice-versa):

From the Active call screen, the following options are available:

  • Send DMTF
  • Start/ stop video
  • Mute/ unmute
  • Hold/ resume
  • End a call
  • Transfer a call: click on three dots from the right-hand part of the call screen

  • Add more participants to a SIP call 

Note, that this option allows you to merge SIP calls into a conference call:

History

Notes:

  • Call history on x-bees is synced with Collaboration
  • Call recordings are currently not available in Call history. You receive a copy of call recordings via email
  • Currently there's no ability to filter events in Call history

Live dashboard 

Note: Live dashboard is available for users with Premium license.

Live dashboard allows you to view all active conversations on the PBX, including calls and conferences:


Analytics

x-bees Analytics is an advanced analytics tool which lets to monitor any data you need in a highly customizable manner.

See more in documentation: x-bees Analytics


x-bees Chrome extension

Link to access the extension: https://chrome.google.com/webstore/detail/x-bees/olejekejjhgimnlliplaiodgmbpcflhi.

Features

  • Quick access to x-bees from Chrome toolbar: click the x-bees icon to instantly open browser tab with x-bees running
  • click2call functionality: right-click on a phone number on a web page, choose x-bees and select Call

  • Creating conversation: right-click on an email address from a web page, choose x-bees and click Create conversation

    Note: In case you installed the extension manually, you need to remove it and reinstall it from the store to avoid issues with further auto-updates.

Salesforce leads management 

Note: Salesforce lead management described in this chapter is currently available only on the x-bees web interface. 

Find Salesforce leads and look up activities

Use the search field in the upper left part of the screen to find Salesforce leads and contacts. All the results matching your criteria from your Salesforce instance appear in the drop-down list with relevant icons:

  • Salesforce logo next to a contact indicates that there's a match in your Salesforce instance
  • Orange icon indicates this match is a Salesforce lead
  • Violet icon indicates this match is a Salesforce contact

To look up the activities, click on the match: 

If you are already in a conversation with a Salesforce lead or contact, click on the contact from the Info tab to view the information on this Salesforce match:

Logging activities

To manually log activities, open a Salesforce lead on x-bees. You have two options: 

  • Create Task
  • Log Activity

Note, that inbound and outbound calls via PBX are automatically logged for all users that have a match in Salesforce (leads, contacts, accounts) and are displayed in Salesforce as completed tasks. 

Logged call data includes: participants, call type and duration, date and time the call was received/made, information about transfers.


Notes:

  • The following calls are not logged:
    • Received and missed PBX calls in case of an unknown number.
    • Calls made and canceled within 5 seconds.
    • Calls between users of the same PBX/ WMS Network.
  • If the lead has multiple matches, task is created for the newest lead.
    • This logic applies if the duplicate lead was created after installation of the integration. Otherwise, if a lead had multiple matches before installation of the integration, the match is chosen randomly.   
    • When the lead match is changed, all new tasks are created for the assigned match. Old tasks are not changed.

Multiple matches found in Salesforce

In some cases, when looking for a Salesforce lead on x-bees, multiple matches are found. In this case, you need first confirm the match, and then log the activity: 

Note: Keep in mind that the same Salesforce match can appear as a lead (orange icon) and a contact (violet icon). In this case, you need to select whether to log the activity to the Salesforce lead or to the Salesforce contact.


Create a Salesforce lead

You can create a Salesforce lead in x-bees from a conversation or from a contact card.

From a conversation:

In case you are in a conversation with an external person who is not present in Salesforce, you can add this contact:

  • From a contact card

In case you opened a Salesforce lead and you consider it a wrong match, you have an option to create a new Salesforce lead:

One match found in Salesforce:

  1. Click Wrong match?
  2. Click Create Salesforce Lead

Multiple matches found in Salesforce:

  • Click Create Salesforce Lead


  • At the next step, fill out the fields and click Save

HubSpot contacts management

Finding HubSpot contacts 

To find HubSpot contacts, use the search field in the upper left part of the screen. The results matching your search criteria from HubSpot appear in the drop-down list with the relevant HubSpot icon:

 

Click on the match and see the HubSpot contact activities on the Info tab on the right:

In case you are in a conversation with a HubSpot contact and want to see information on this HubSpot contact, just click on them on the Info tab:

​​Logging activities

You can manually log activities from x-bees to HubSpot. Open a HubSpot contact on x-bees. You have two options: 

  • Create Task (To-Do/ Call/ Email) 
  • Log Activity (Call/ Email/ Meeting)

Inbound and outbound calls via PBX and conferences are automatically logged for all HubSpot contacts that have a match and are displayed in HubSpot as completed tasks. 

  • Logged call data includes: participants, call type and duration, date and time the call was received/made, information about transfers. Missed PBX calls (in case of contact match in HubSpot) are logged to the existing HubSpot contact as a completed activity
  • Logged conference data includes: participants, the title of the conference, duration, date and time the conference took place. Activity is logged for each contact participating in the conference that has a match in HubSpot

If a contact has multiple matches, activity is logged for the newest contact:

  • This logic applies if the duplicate contact was created after the installation of the integration. Otherwise, if contact had multiple matches before the installation of the integration, the match is chosen randomly.
  • When the contact match is changed, all new activities are created for the assigned match. Old activities are not changed

The following activities are not logged automatically:

  • Received and missed PBX calls in case of an unknown number
  • Calls made and canceled within 5 seconds
  • Calls between users of the same PBX/ WMS Network


Create a HubSpot contact 

You can create a HubSpot contact in x-bees from a conversation or from a contact card.

  • From a conversation

In case you are in a conversation with an external person who is not present in HubSpot, click on the contact and click on the Create Hubspot Contact button:

  • From a contact card

In case you opened a HubSpot contact and you consider it a wrong match, you have an option to create a new HubSpot contact. For this, click on the Wrong match? button on the Info tab:

Fill out the fields and click Save

Note: Email is a mandatory field when creating a HubSpot contact.

x-bees Mobile

x-bees Mobile app and the Web version share the same codebase and the same set of features. 

Login

  1. Download the x-bees app by Wildix from Apple Store or Google Play market 
  2. Log in using Google or Microsoft SSO

Make sure you are connected to the Wildix PBX:

  1. Tap your user picture in the upper left-hand part of the screen
  2. Under Settings, tap Connect to Wildix PBX
  3. Make sure that the PBX domain name is entered into the field


Note: if you are not sure, what your Wildix PBX domain is, please check with your system administrator.

Settings

The Settings described below are available for the PBX users (for users connected to a Wildix PBX).

  • Tap your user picture to access Settings

User Picture

  • Tap your user picture to upload a new picture or use your camera to make a new one

User Status and Status message

  • Under Status, tap on your current user status (e.g. Available) and select a new one

  • To set a status message, tap Set a status, indicate the message, select date and time to clear (optional) and tap Save

Notes:

  • The support starts from WMS 5.04.20220504 and higher
  • The status message should be no longer than 100 characters
  • When busy in a conference, user status automatically changes to the default one (e.g. “in conference | until 14:00”)


Notifications 

  • Under Settings, tap Notifications and enable notifications
    • Note, that Web and Mobile notifications are managed separately and there is no sync between them; to enable notifications on Web, consult this chapter


Note: Make sure you have enabled Notifications for x-bees in your phone settings. 


Call forwarding settings

  • Under Settings, tap Calls and set up call forwarding rules for every Call class

Inbound services ("Contact center")

The contact center feature present in Wildix Collaboration is available in x-bees and allows you to view the available services (call groups) and dynamically log in/ log out from them:

  1. Under Status, enable Inbound services
  2. Enable the switch next to Inbound service requests: the switch allows you to dynamically join the inbound services (call groups)
  3. Under Inbound services: enable those services (call groups from your PBX) that you would like to join as a call agent (in this menu you cannot change the status in services, to which you were added statically via WMS)

Check the current version

  • Under Support, tap About 

Feedback

You are invited to send us feedback, provide suggestions and report problems!

  • Under Support, tap Send Feedback


Logout

  • From the Inbox, tap on your user picture in the upper left-hand part of the screen, then tap Log out

Conversations 

Same as with the web version, you can participate in one-on-one chats and in group conversations with your colleagues and external people. 

Group conversations

Create a new conversation

  1. From the Inbox top panel, tap +. The New Conversation screen opens
  2. Add participants and tap Next
    • You can add PBX users, Phonebook contacts, email addresses
  3. Give your conversation a title and tap Create

Manage a conversation

Inside a conversation, tap on the picture next to its title. The Info screen opens, allowing you to:

  • Mute the conversation for a period of time 
  • Add more participants
  • Leave the conversation

Tap on a participant to:

  • Send a private message
  • Send email invitation
  • Delete member

Tap More (three dots) to:

  • Edit the title of the conversation
  • Send email invitations to all the participants
  • Schedule an event in their calendars



Start a conference or schedule an event 

Important: participation in a video conference on the x-bees mobile app requires x-bees conference mobile app. Download the x-bees conference mobile app for:

Start a call with all the participants: inside a conversation, click on the Video icon from the upper right-hand part of the screen

Schedule event in the calendar:

  1. Inside a conversation tap on the picture next to its title
  2. Tap More (three dots) and tap Schedule event
    • Make sure you select the correct calendar when scheduling an event from the mobile app

One-on-one conversations

You can start a one-on-one conversation (chat) with any match found in the Search field. It can be a colleague, a phonebook contact, or any external person present in your conversations. 

Start a chat with a colleague or a phonebook contact:

  1. From the Inbox, tap on the Search icon from the upper right-hand part of the screen to open the Search field
  2. Type a name or a phone number to view matches, tap on the match to start a chat

Start a chat with an external person present in your conversations:

  1. From the conversation, tap on the picture next to its title to open the Info screen
  2. Tap on the person and tap Send message

Conversations features: reactions, quote, forward, edit, delete, tagging, file sharing

The features described below are available both in one-on-one and in group conversations.

Inside a conversation, tap and hold on a message to view the available options:

  • Leave a reaction
  • Quote: respond to a particular message
  • Forward: forward a message to another conversation
  • Copy: copy a message
  • Edit: edit your message (available only for your messages)
  • Delete: delete your message (available only for your messages)

Tag a particular participant in a conversation: type "@" and then select the participant to tag

Send one more multiple files: tap on the paper clip icon from the input field to add your files

Hide or leave a conversation

  • From the Inbox: tap and hold a particular conversation, then tap Hide or tap Leave conversation

Calls

You can dial any internal or external number. You can search your Colleagues directory and your shared Phonebooks contacts.

Start a call from Dialpad

  1. From the Inbox, tap on the Dialpad icon from the upper right-hand part of the screen
  2. Type a name or a phone number to see the matches from the Colleagues directory or Phonebook contacts; otherwise, type an external number into the field

Make sure you use the preferred mode to generate a call:

  • VoIP: generates a call via the Wildix PBX
  • Callback: you instantly receive a callback to your mobile number from the Wildix PBX and then the outbound call to the destination is generated
  • Mobile: generates a call via your mobile phone using your SIM card operator

Selecting Caller ID for outbound calls 

If you need to make an external call, but don’t want to show your office phone number, you can select the phone number of the relevant service (e.g. tech support, sales, accounting, etc.) before placing a call:

  1. Open the Dialpad and click on the drop-down list at the top 
  2. Select the service (Call group) and make a call


    The call is performed using CID for outbound calls of the selected Call group.
    By default, the option “Personal” is displayed.

Call from Conversation

The Call option is only available in one-on-one conversations with other PBX users: 

  • Tap the Handset icon from the upper right-hand part of the conversation

Manage calls 

Note: Call recording is currently available only via the Feature code (*1 by default).

You can see all your active calls from the Inbox and manage them. The handset icon means that currently call is being managed on the web version of x-bees. 

Switch active device: tap the handset icon from the Inbox or from the Active call screen to continue it on the mobile app: 

From the Active call screen, the following options are available:

  • Send DTMF
  • Start/ stop video
  • Mute/ unmute
  • Hold/ resume
  • End a call
  • Transfer a call

History

Notes:

  • Currently there's no ability to filter events in call history by All and Missed
  • Currently there's no ability to listen to your Voicemails. You receive a copy of your Voicemails to email and you can use the feature code to listen to them (81 by default)



Sales documentation

User Stories

In this chapter, we will see how exactly x-bees helps businesses in managing their leads and improving their customer care. 

UCC Summit x-bees presentation

Salesperson story: Prospect reaching out through the website

As a sales representative, I want to be able to reach out to a prospect who contacted me via the website, even after they close the chat window. I have my quarterly and yearly goals, being able to always follow up with a prospect, helps me achieve better results in terms of sales. 

Flow example:

  1. Prospect reaches out to a salesperson through a contact-me button/ widget on the website 
  2. They need to authorize via Google/ Microsoft SSO or via email
  3. They are added to a conversation with the salesperson
  4. At this point, the salesperson can communicate with the prospect in real-time, using chat, voice and video 
  5. The salesperson can add more people to the conversation from both sides to have all the decision-makers in one place
  6. The salesperson can schedule a conference with all the participants in their calendars to discuss the deal
  7. The prospect can download the free x-bees mobile app 
  8. The salesperson can contact the prospect again at any time and be sure that the message will reach them via the app or via email notification
  9. The salesperson can add the prospect to the CRM and everyone in the company can keep track of all the interactions with this lead

Customer story: Contacting a company via their website 

As a customer, I want to be put in touch with the right person from the team. If I got interested in a product or service, I want to be able to receive a follow-up regarding my request without having to explain my request over and over again every time to a new person.

Flow example:

  1. Online customer contacts the company via the website to ask about a product or service
  2. They need to authorize via Google/ Microsoft SSO or via email
  3. They are added to a conversation with an agent/ group of agents
  4. The customer has an option to download the free x-bees mobile app 
  5. The agent can follow up with the customer regarding a particular request later on via chat and the message will reach the customer via the mobile app or email notification
  6. The customer can contact the company again in the future and they can choose to continue the same conversation with the same agent

Salesperson story: Contacting a prospect and setting up a call

As a sales representative, I would prefer to communicate in real-time via chat, voice and video with my prospects, instead of email. I also want to be able to involve all the decision-makers from that company. Being able to discuss a deal in real-time with all the decision-makers and being able to easily schedule a call with all the participants, helps me in reaching my quarterly and yearly goals. 

Flow example:

  1. The salesperson creates a new conversation and adds the email/ emails of the prospect
  2. The salesperson sends them all an invite to join x-bees and adds them to the CRM to keep track of all the interactions
  3. The prospect receives an invite via email and clicks on the link to join the conversation on x-bees
  4. The prospect can download the free x-bees mobile app 
  5. At this point, the salesperson can communicate with the prospect in real-time, using chat, voice and video 
  6. The salesperson can add more people to the conversation from both sides to have all the decision-makers in one place
  7. The salesperson can schedule a conference with all the participants in their calendars to discuss the deal
  8. The salesperson can log all the activities to the CRM to keep everyone updated regarding the status of this lead

Salesperson story: Logging activities to the CRM

As a sales representative, I spend almost 40% of my time logging activities and updating the CRM. My goal is to close deals and this is achieved because I talk to customers and run demos, not because I log the activities to the CRM. I don't want to study how CRM works, because this is not what I am paid for. I want logging to be done automatically, I want to be able to create CRM leads and add notes to the CRM without having to open the CRM. 

Flow example:

  1. The salesperson is in a conversation on x-bees with a prospect and this prospect qualifies as a lead
  2. The salesperson adds this prospect as a CRM lead directly on x-bees, without having to open the CRM
  3. Activities that happen on x-bees, such as calls, are logged to the CRM automatically
  4. The salesperson can add notes and create tasks in the CRM directly from x-bees, for example, during a call

Manager story: Up-to-date information on leads in the CRM

As a manager, I want to be able to see up-to-date information on leads. Unfortunately, our salespeople often forget to add leads to the CRM and to log activities. In this case, I need to call them or write them emails and I don't want to waste time on that. For example, last month the sales team ran a webinar that generated new leads, I want to know exactly which actions were taken on those leads. This will help me to keep track of my team's performance and make sure we achieve our quarterly and yearly goals.

Flow example:

  1. The manager finds the CRM lead on x-bees and opens the record
  2. The manager can view all the activities and all the actions taken by the sales team: e.g. how many calls were made, by whom and when, the outcome of every call
  3. The manager has the option to open this lead in the CRM for further actions

Manager story: Performance of the sales team

As a manager of a sales team, I want to know what exactly makes my best performers stand out and how to coach the rest of my team. Currently, I have to spend too much time listening to live calls of my team with customers or listening to call recordings. I want to have actionable and reliable data without spending all my time on that. This will help me to improve the performance of my team.

Flow example:

  1. The sales team makes dozens of calls and conferences with customers and prospects on x-bees
  2. All those calls and conferences between the sales teams and the customers are automatically recorded and sent to the Business Intelligence platform (Gong)
  3. The manager can access the BI platform to get the main insights about every call between a customer and the sales team: which questions were asked, which dates and numbers were mentioned, which objections were raised
  4. The manager can see the tips regarding what went wrong and what went right in every conversation, and based on that information, salespeople can improve their skills


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