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 7.0X

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.

Open

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

Open

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

Open

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 

Open

• Alternatively, users can use voice authentication and say their name to log in to the headset, check How to set up Voice Authentication for x-hoppers for details

Broadcast setup

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

Step 1. Create a Broadcast

• Navigate to x-hoppers admin -> Broadcasts menu, Broadcast tab and click + ADD

Open

• Specify the following fields:

  • Broadcast name: Enter a name for the broadcast

  • PBX: Select the appropriate PBX (if multiple PBXs are available in WMS network)

  • Members: Start typing a name or extension, then select members from the list. Current behaviour: Only users with a valid email address who have logged in at least once can currently be added, this will be addressed in future releases

  • Tags: (Support for this functionality is planned for future releases) Use tags to enable scheduled or instant messaging across multiple broadcasts

• Transcription: Enable this option to record and transcribe all in-store conversations. Recordings and transcriptions are posted to a dedicated x-hoppers group conversation

• Default broadcast: Enable this option to make this broadcast the default one for your store

• Avatar: Upload an image to be used as x-hoppers group conversation picture

Open

• Click ADD to create a broadcast

Once you save the changes, a dedicated group conversation is created in x-hoppers, including added members and x-hoopers bot. Do not delete the bot, as it is required to post transcriptions and audio recordings.

Open

Step 2. 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, Dial-by-name option

1. Click Add number

2. Enter *Wairhotline*

3. Add the below Dialplan applications:

   • Set -> Language -> choose language

   • Broadcast -> select the previously created broadcast, 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, enable battery level announcement

Open

4. Proceed with adding another number *wair*

5. Add the below Dialplan applications:

   • Set -> Language -> choose language

   • Voice Bot application -> if applicable, choose the necessary Voice bot (setup instructions are available in this guide How to set up Voice Bot for x-hoppers)

   • Broadcast -> select the previously created broadcast, choose the sound to be played on joining the broadcast or create it dynamically using TTS, for example Joining the broadcast back, enable battery level announcement

Open

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 How to generate and manage QR codes 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.

Conversation recordings and transcripts

If the Transcription option is enabled when creating the broadcast, all in-store conversations throughout the day are recorded and posted to a dedicated x-hoppers group channel. Both the transcription and audio recording of each segment are included. They are posted on behalf of the users speaking at that moment. System messages, e.g. when a customer scans a QR code, are posted by the x-hoppers bot.

Open

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: x-hoppers AI Video Alerts (AIVA).

Custom settings

Consult the documentation x-hoppers Custom Settings 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 How to Make Announcement to Users of Specific Departments.

Voice bots

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

Documentation: How to set up Voice Bot for x-hoppers .

Dial-by-name

Dial-by-name functionality allows you to configure the possibility for store associates to initiate a call to a colleague right via x-hoppers headset.

Documentation: How to set up and use Dial-by-name feature.

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 store associates 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 broadcast management to improve efficiency.

Documentation: x-hoppers Analytics.

Integrations

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 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.