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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 if someone says to call, ring, or dial the extension number or name of the colleague from the same organization ”

  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.

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