A Call Centre wanting to link a telephone number to multiple restaurants belonging to different brand groups do not need to configure a unique Prepend String on their Euphoria PBX.

 

Provided the Call Centre has notified YUMBI of the various restaurants that need to link to the Call Centre by following the process outlined in the article New Restaurant Porting Request Process, the restaurants association with a specific Brand would already have been configured on Switchboard.

 

When an inbound call is received on the Euphoria PBX, the Agent will need to select which brand the restaurant belongs to before being allowed to select the appropriate restaurant menu (See Figure 1). Once the Agent has selected the brand, they will be redirected to the appropriate Brand Portal. 


Figure 1: Brand Selection Page


Scenario 1: Unknown restaurant called with a known customer caller ID


If the customer has Caller ID enabled for their telephone number and the customer record already exists for the restaurant, the Agent will automatically be presented with the Customer Detail Page. This provides the Agent with an overview of the customers first name, last name, telephone number and where applicable their previous order history for all of the restaurants belonging to that specific brand (See Figure 2).


Figure 2: Customer Details Page for a Customer with a Known Caller ID


Scenario 2: Unknown restaurant called with an unknown customer caller ID


If the customer does have Caller ID enabled, but the customer record doesn't exist for the restaurant, the Agent will automatically be presented with the New Customer Modal and the customer telephone number will be pre-populated with the inbound telephone number (See Figure 3). 


Figure 3: New Customer Record Modal Pre-populated with an Unknown Caller ID


As soon as the new customer record has been created, the Agent will be presented with the Customer Detail Page and where they will need to either manually select the restaurant from the drop-down if the order is for collection, or alternative if the order is for delivery, the most suitable restaurant will automatically be selected once the customer address has been entered. (See Figure 2).


Scenario 3: Unknown restaurant called with no customer caller ID


If the customer does not have Caller ID enabled for their telephone number, the Agent will automatically be presented with the Customer Search Page so that they can perform a manual search for any matching customer records. (See Figure 4). They can perform this by following the steps outlined in the article Searching for an existing customer record.


If the Agent is unable to locate an existing customer record matching the customer details, they will need to create a new customer record following the steps outlined in the article Creating a new customer record.


Figure 4: Customer Search Page


Once the customer record has been located, or a new record has been created, the Agent will automatically be presented with the Customer Detail Page so that they can proceed with creating an order. (See Figure 2)