How to set up and use Dial-by-name feature
- Tatiana Bieliakova
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
Introduction
The Dial-by-name feature allows store associates initiate a call to a colleague right via x-hoppers headset.
Requirements
Configured Voice bot (for details and instructions, check out this guide How to set up Voice Bot for x-hoppers)
Setup
To enable Dial-by-name option, follow the instructions below:
In Voice bot settings add the Transfer tool
Fill out the fields of the Transfer section:
Description: enter instructions for the transfer, e.g. “Transfer the call if someone says to call, ring, or dial the extension number or name of the colleague from the same organization”
Context: enter the name of the Dialplan to which the call should be transferred
The Dialplan should include the Dial the phone application:
Destination: select the option Directory, in this case the AI utilizes the Organization Directory
Pipeline: choose if the Voice bot should generate a reply and transfer the call or transfer the call without replying
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
Double-press the AUX Function button
After the welcome message, press and hold the Push-to-talk button to unmute yourself
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 John Doe”
The x-hoppers system processes the request and initiates a call to the necessary colleague.
End a call
To return to the broadcast, ask the AI Assistant “Join broadcast” or “Rejoin broadcast”
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.