Skip to end of metadata
Go to start of metadata

You are viewing an old version of this content. View the current version.

Compare with Current View Version History

« Previous Version 3 Next »

This document provides description of Dial by name feature, setup instructions, and overview of how you can use it on x-hoppers headsets

Created: February 2025

Permalink: https://x-hoppers.atlassian.net/wiki/x/AYDwCQ

Introduction

The Dial by name feature allows store associates initiate a call to a colleague right via x-hoppers headset.

Requirements

Setup

To enable Dial by name option, follow the instructions below:

  • In Voice bot settings add the Transfer tool 

    voice-bot-add-transfer-tool.png

  • Fill out the fields of the Transfer section:

  1. Description: enter instructions for the transfer, e.g. “Transfer the call to the extension number of the colleague from the same organization if asked”

  2. Context: enter the name of the Dialplan to which the call should be transferred

The Dialplan should include the Dial the phone application:

dial-by-name-dialplan.png

  1. Destination: select the option Directory, in this case the AI utilizes the Organization Directory

  2. Pipeline: choose if the Voice bot should generate a reply and transfer the call or transfer the call without replying

voice-bot-transfer-tool-configuration.png

  • Click Save to save the changes

Note: Make sure this Voice bot is added to the *wair* section of x-hoppers Dialpan, so that store associates can access the Voice bot from the headset and use the Dial by name feature. For more details on Voice bot Dialplan configuration, refer to the guide How to configure Voice Bots.

Dial by Name Usage

Start a call

  1. Double-press the AUX Function button

  2. After the welcome message, press and hold the Push-to-talk button to unmute yourself

  3. Ask the AI Assistant to make a call to the necessary colleague, providing the colleague ID or name, e.g. “Make a call to 335” or “Call Tom Brown”

The x-hoppers system processes the request and initiates a call to the necessary colleague.

End a call 

  • To end a call and return to the broadcast, double-press the AUX Function button.

Switch between a call and the broadcast

  • To put the call on hold and switch to the broadcast, double-press the Push-to-talk button.

You hear “Call swapped” every time you switch from the call to broadcast and back.

  • No labels