Normal Call Trials

#Restaurant #Customer #Rider

While communicating with a restaurant, take the restaurant operator’s name and add it in the comments’ section on the BOA.
If we faced the IVR "all circuits are busy now", try to call the number again for another trial.
If the call dropped while calling the restaurant/customer, we MUST call them back again.

Note:

If we reached the restaurant and they gave us a different number from the one that we have on the BOA, we will ask them if this number is permanent or not and if they confirmed that it's a permanent number, advise the restaurant to send an to the Coordination Team.

New Coordination Process

When we should consider the trial as successful or failed

Successful Trials

Ringing call for 30 second.
IVR message.
Busy customer message or Busy tone.
The device is closed or Out of coverage area message.
The internal message “all circuits are busy now” - After the 2nd time trial.

Failed Trials

Silent call.
Error message (wrong/incomplete number) - Use the backup Prefix.
Beep once tone - Use the backup Prefix.
Call dropped.

Masking Number

Overview: It's a new feature that has been rolled out in the UAE (with some restaurants), where a dynamic number will be generated to mask the actual customer mobile number in order to save the security of the customer's number.

Process: We will use the masked phone number with the partner; to search for the order with it and find the customer order in their system.

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