Call Centres wanting to link a telephone number to a specific restaurant need to perform the following two steps:

  1. Ensure their Euphoria PBX has been configured with an appropriate Prepend string for their inbound restaurant telephone number.
  2. Inform YUMBI of the Prepend string that has been configured so that the appropriate routing can be set up on Switchboard.


Euphoria Prepend String:


By configuring an appropriate Prepend String on the Euphoria PBX, Switchboard is able to determine whether an inbound call is associated with a specific restaurant.


To learn more about how to configure a Prepend String on the Euphoria PBX please read the article published here.


Process Outline:


When an inbound call is received on the Euphoria PBX for this number, the Prepend String will be passed through to Switchboard via the Agents Softphone Client and as a result, the web page launched will automatically present the Agent with the appropriate restaurant menu.


Scenario 1: Known restaurant called with a known caller ID


Where 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 the restaurant (See Figure 1).


Figure 1: Customer Detail Page for a Customer with a known Caller ID


Scenario 2: Known 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 2). 

 

 

Figure 2: 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 the appropriate restaurant menu will be pre-selected.  (See Figure 1).


Scenario 3: Known 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 3). They can perform this by following the steps outlined in the article published here.

 

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 published here.


 

Figure 3: 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 1).