x-hoppers Admin Guide
Jul 06, 2022 09:45
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.
- WMS 5.04 or higher
- License requirements:
- xb-Business for clerks
- xb-Premium for managers
- W-AIR Network components: W-AIR Base stations and repeaters. Amount depends on the store area and the number of users.
x-hoppers Headset Overview
2 - Mute button
3 - Call button
4 - Volume- button
5 - LED Indicator
6 - AUX Function button (Power On)
7 - Volume+ button
8 - Speaker
Note: There are 2 button combinations that have to be pressed at the same time:
Register - Call, Volume+ and Volume-
Power off - AUX function, Volume+ and Volume-
LED indicators overview
Short blink followed by long blink
Fast short blink, repeated
Single short blink. Notification of call only via audio in HS
2nd incoming call, call active
Single short blink
Battery charging, full
Long blink followed by short blink
Fast, short blink
Battery charging, low battery
Single short blink repeated slow
Idle, out of range
Short blink repeated fast
Single short blink repeated slow
Multi-Сharger consists of 6 chargers connected in parallel with a 5V/ 4A power supply and can simultaneously charge up to 6 headsets.
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.
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.
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.
Note: in case you have several W-AIR networks (for example, in a test environment), the Headset might register to a Base station belonging to another network. In such a situation it’s recommended to hold the Headset closer to the Base station you would like to register it to.
- 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: 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
4. Assign headsets to PBX users
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:
- Go to WMS -> Devices -> W-AIR devices
- Choose the headset and click Assign to user
- Enter user extension and click Save.
Note: After assigning headsets to users, to figure out which headset belongs to whom, you can dial users’ extensions and see which headsets respond.
Assigning headset to a different user
- Choose the headset on the W-AIR devices tab -> click Assign to user
- Enter a different extension and click Save.
Deassigning a headset
- Choose the headset on the W-AIR devices tab -> click Assign to user
- Select “unknown” in the Extension field and click Save.
Documentation: WMS Start Guide: Devices management
5. Set headsets into retail mode
To set headsets into retail mode, go to headset menu* and choose the following settings:
- Silent charging: On
Only LED indication while charging.
- Audio feedback: Voice
User hears voice prompts as audio feedback.
- Retail mode: On
Sets headset into retail mode.
*How to navigate through headset menu:
Use the following buttons to navigate through headset menu:
- Enter the main Menu: Press AUX function button
- Move between submenus or submenu options: Press Volume+ / Volume- buttons
- Enter the submenu: Press AUX function button
- Select the submenu option: Press AUX function button
- Return back to the main Menu: Double press AUX function button
- Exit the main Menu: Press AUX function button for 2 seconds
6. Configure Dialplan
Modify the users dialplan as follows:
- Click Add number
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
- Conference -> enter the conference room ID number. This can be any number, e.g. 1, 2, 3, etc.
7. Configure auto-reconnect (Retail helper service)
The configuration is required for x-hoppers headsets to automatically rejoin the broadcast after charging or in case they unexpectedly drop out of the broadcast for any reason. For this, you need to enable the wair-retail-helper service. It also allows to:
- Automatically add headset to the broadcast when it’s registered to the base and assigned to a user
- After a specified timeout, return device from hold
If a user has a call with another user, and it is put on hold, the PBX returns this call from hold automatically, if there are no other calls for the headset except for the broadcast.
By default, the wair-retail-helper service is disabled. To enable it, follow the below instructions to configure the service:
- Go to WMS -> click on Terminal and access PBX as root:
11 (means Shell, type it in Enter an option line)
wildix (Password line)
Run the command nano-tiny /etc/wair-retail-helper/service.conf
Add the following lines to the file:
- USER_AGENT is the SIP user agent of the headset. It consists of two parts, one referring to the base station (Wildix W-AIR-SP), and the other stands for the headset (HS).
Note: Make sure the base station part corresponds to the base station you’re actually using. For example, for a headset registered to SBR2 base station, the user agent should be "W-AIR-SBR2/HS"
- CONF_EXTEN is the value that the headset dials by default in the Retail mode. The value should not be changed.
- TIMEOUT is the period of time after which the system reconnects the headsets to the broadcast. You can set the preferred timeout value.
- Run the below command to start the service:
systemctl start wair-retail-helper
Also, configure the service to be started automatically after reboot of the PBX:
systemctl enable wair-retail-helper
Other commands to manage the service
- To stop the service:
systemctl stop wair-retail-helper
- To check the service status:
systemctl status wair-retail-helper
Note: You can configure Retail helper to be automatically disabled during out of working hours, so that the headsets get a full charge without being permanently in the broadcast.
Create a cronjob from shell (11 / su / wildix):
- Add the following lines:
30 06 * * * systemctl start wair-retail-helper
30 18 * * * systemctl stop wair-retail-helper
31 18 * * * /usr/sbin/callweaver -rx "channel request hangup all"
In the example above the headsets come out of the broadcast at 18:31 and join at 6:30.
The start and finish times can be adjusted according to when the store clerks are going to use the headsets.
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.
QR code system
- 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.
Kite documentation: Wildix WebRTC Kite - Admin Guide - English
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.
Documentation: Developer Documentation
Note: To protect the system from spam, you may set up CAPTCHA on your website before the call is initiated.
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.
Documentation: Dialplan applications - Admin Guide