x-hoppers Admin Guide

Introduction

x-hoppers is a retail communication system that uses headsets to keep your store associates connected on the shop floor. Team members can communicate instantly through an always-on broadcast by pressing a push-to-talk button, ensuring quick responses to questions, tasks and alerts. Beyond internal communication, x-hoppers also:

• Helps customers interact with products and request assistance through smart call points

• Integrates AI for better service

• Connects in-store devices like cameras and till points etc

• Provides real-time theft detection and prevention

• Supports external communication with customers, suppliers and vendors through a mobile app or a web platform

Requirements 

1. x-hoppers system on WMS 6.0X

2. W-AIR DECT Network components:

   • W-AIR Base stations and repeaters. Amount depends on the store area and the number of users, refer to https://wildix.atlassian.net/wiki/x/HwTOAQ for more details

Recommendations before deploying x-hoppers

• Bandwidth availability:

  • G711 requires approx. 80 kbps

  • Every time a headset is lifted off a charger, an audio stream is initiated from the headset to the Base station, and then from the Base station to the PBX

• Using Hardware PBX as a Proxy

  • If Hardware or Virtual PBX is on the same subnet as the Base stations, you can proxy through the PBX to the Base stations and access them easily

  • Another benefit for Hardware PBX: e.g. if the internet goes down, and there is a hardware PBX, x-hoppers still continues working

Licensing

x-hoppers licenses can be ordered in Salesforce Partner Community. The following licenses are available:

Open

x-hoppers headset overview

Open

LED indicators overview

Multi-charger overview

Multi-charger 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 charger for at least 10 hours before the battery is fully charged, and the headset is ready for use. The headset is automatically deactivated and can’t receive calls while charging. 

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.

Hardware setup 

Step 1. Connect and update base station(s)

You need to install and provision W-AIR Base stations. Depending on your setup, you can choose either:

• W-AIR Sync Plus (for multicell configurations)

• W-AIR Small Business (for single cell configurations)

Proceed with these steps to set up:

1. Power up and connect your base station

2. Make sure the W-AIR Base station is provisioned

3. (For multicell) Navigate to x-hoppers admin -> Devices -> W-AIR Networks, create a W-AIR Network, then go back to Devices and make sure to Configure / Sync the base station; reboot the base station

4. Go to x-hoppers admin -> Devices and make sure the firmware of the base station is up to date

Step 2. Register and update headsets

1. Put a headset in the registration mode by pressing Push-to-Talk, Volume Up and Volume Down buttons at the same time and keeping them pressed 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”

3. After the registration, you can check all the headsets in x-hoppers admin -> Devices -> W-AIR devices tab

4. After successful registration of x-hoppers headsets, put them into the charger to update firmware. You can check the progress on the web interface of the W-AIR base

Step 3. Assign headsets to PBX users 

• Navigate to Devices menu, W-AIR devices tab

• Choose the headset and click Assign to user

• Enter user extension and click Save 

• Alternatively, user can use voice authentication and say their name to log in to the headset, check https://x-hoppers.atlassian.net/wiki/spaces/DOC/pages/1310723 for details

Broadcast setup

Team members can communicate instantly through an always-on broadcast. Follow the steps below to set it up.

Step 1. Configure Dialplan 

• Navigate to Dialplan menu, Dialplan rules tab and modify the users Dialplan by adding the following two called numbers:

  • *Wairhotline*: this string is dialed automatically when the headset is taken off the charger

  • *wair*: this string dialed to bring the headset back to the broadcast, e.g. after receiving a call, or when using AI Assistant

1. Click Add number

2. Enter *Wairhotline*

3. Add the below Dialplan applications:

   • Set -> Codecs -> choose alaw

   • (optional) Set -> Tags -> enter tag name, e.g. hotline
     Tags allow you to monitor data in CDR-View, e.g. what time the headset was in use, when taken off the cradle, when left the broadcast.

   • Set -> Music on hold -> choose silence
     In case you don’t set Music on hold silent, when there is only one person in the broadcast, there would be the default music on hold instead of silence.

   • 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.

4. Proceed with adding another number *wair*

5. Add the below Dialplan applications:

   • Set -> Codecs -> choose alaw

   • (optional) Set -> Tags -> enter tag name, e.g. wair click

   • Set -> Music on hold -> choose silence
     In case you don’t set Music on hold silent, when there is only one person in the broadcast, there would be the default music on hold instead of silence.

   • 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. 

Smart call points setup

The smart notifications feature in x-hoppers enables instant alerts to be broadcasted to store associates when specific events are triggered, such as an assistance requests from till points, QR code-based smart call points or security alerts, etc. This functionality integrates with various devices, including call buttons, cameras, POS systems, through a dedicated Smart Notifications API.

QR codes

Use cases  

• QR code for each product: If you have a separate web page for each product and want customers to be directed to that exact page upon scanning the QR code, this option is ideal for you. Attach a unique QR code next to each product, allowing customers to scan and access detailed product descriptions

• QR code for a category of products: For larger stores with many products, consider using a QR code for each category of products. In this case, you can place the code in each row in your store, to be easily found by customers. 

In both scenarios, once a QR code is scanned, store associates receive instant notifications about the specific product or product category a customer is interested in. This enables them to provide timely assistance and guidance. Additionally, you can gather valuable statistics on which QR codes were scanned and how often, allowing you to analyze customer engagement and make informed decisions.

For detailed setup instructions on QR codes, please refer to the dedicated https://x-hoppers.atlassian.net/wiki/spaces/DOC/pages/62291976 documentation.

Click and collect

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 broadcast that the relevant order number is there to collect. 

To configure click and collect, refer to x-hoppers Smart Notifications documentation.

Gather and post x-hoppers content to a group conversation

It is possible to configure recording of in-store conversations, with possibility to listen to it in CDR-View, as well as post the content to a dedicated group conversation.

Step 1. Record in-store conversations

The recording starts when user unmutes himself in the broadcast and begins talking. Broadcast recording is also required if you wish to transcribe in-store conversations and post content to a group conversation. 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:

   # nano-tiny /etc/systemd/system/pbx-data-engine.service.d/override.conf [Service] ExecStart= ExecStart=/usr/sbin/pbx_data_engine.py --daemon -cr

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

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

4. Once enabled, the recordings of in-store conversations get displayed in the CDR-View

Step 2. Transcribe in-store conversations

It is possible to transcribe the content of x-hoppers broadcast (everything that was said during the day) and post it to a dedicated group 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. To enable the functionality:

1. Create a group conversation with all the users that are participating in the x-hoppers broadcast and also needed managers

2. Copy the conversation ID (available in the URL of the conversation)

3. Add the following data to the /rw2/etc/pbx/x-hoppers.json file:

Where:

1. audio_conf_id: ID of the audio broadcast channel (conference room ID specified in Dialplan) where the communication takes place

2. xbees_channel_id: ID of the conversation, copied in step 2, where the content will be posted

When the feature is enabled, whatever is told in the broadcast is automatically transcribed and displayed in the conversation, so managers could monitor what was discussed.

AI Video Alerts (AIVA)

x-hoppers AI Video Alerts (AIVA) provides real-time theft detection and prevention, improving store security while supporting the in-store shopping experience. AIVA instantly detects suspicious actions captured by store CCTV cameras and sends alert notifications with video recordings to a group conversation and discreet audio alerts to headsets, helping to reduce theft.

Documentation: https://x-hoppers.atlassian.net/wiki/spaces/DOC/pages/43450372.

Custom settings

Consult the documentation https://x-hoppers.atlassian.net/wiki/spaces/DOC/pages/76382216 to check the list of custom settings, e.g., how to create multiple broadcasts, enable battery level announcement, join a broadcast from any other device etc.

Additional scenarios

Voice authentication  

Voice authentication is designed for assigning headsets to users. When enabled, the system compares the voice of the user with user voices previously saved in the system and in case of a match, allows authorisation, eliminating the risk of user logging in under a different name.

Documentation: https://x-hoppers.atlassian.net/wiki/x/AwAU.

Push-to-talk for mobile

The feature allows you to send Push-to-talk messages to x-hoppers broadcast from mobile.

Documentation: https://x-hoppers.atlassian.net/wiki/x/AYAx.

Announcements for specific Departments

In case you need to make announcement in the broadcast to users of specific Departments only, check out the guide https://x-hoppers.atlassian.net/wiki/spaces/DOC/pages/17956876.

Voice bots

Voice Bots functionality allows you to configure automated responses and route customers' and your team’s queries via bot assistance.

Documentation: https://x-hoppers.atlassian.net/wiki/spaces/DOC/pages/83623948.

Analytics

x-hoppers offers a dedicated Analytics feature that provides detailed statistics about the system’s usage. By monitoring these metrics, managers can gain insights into the time distribution of retail assistants in conferences, including the total time spent, wait time, and talk time, as well as view statistics per each separate store, including the number of active users, average and total talk time and monitor the usage of help points, both tablets and QR codes. Such information can be valuable for analyzing productivity and optimizing conference management to improve efficiency.

Documentation: https://x-hoppers.atlassian.net/wiki/spaces/DOC/pages/4521997.

Integrations

ChatGPT

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.

Documentation: https://x-hoppers.atlassian.net/wiki/x/GgAU.

Veesion

x-hoppers supports integration with Veesion, software that allows detecting thefts in real time, by analysing video feeds and sending real time alerts when suspicious behaviour is detected.

Documentation: https://x-hoppers.atlassian.net/wiki/x/AYAj.

Flic

By integrating x-hoppers with Flic, it is possible to use the Flic button as a help point trigger. When the button is pressed, broadcast users receive an audible alert indicating that assistance is needed at a particular location, which allows them to promptly handle the customer's support requests.

Documentation: https://x-hoppers.atlassian.net/wiki/spaces/DOC/pages/19791873.

Power BI

x-hoppers integration with Power BI enables you to download x-hoppers analytical data and import it to Power BI for advanced reporting and visualization.

Documentation: https://x-hoppers.atlassian.net/wiki/spaces/DOC/pages/67174435.