Chapter 60. How to set up POS terminals for a delivery call centre
Prev Part V. How To Next
How to set up POS terminals for a delivery call centre
IN THIS SECTION
IN OTHER SECTIONS

© Tillypad, 2008-2017

Chapter 60. How to set up POS terminals for a delivery call centre

9.7

Revision History
12.08.2016
A new chapter was created.

Table of Contents

Create a regular customer group for delivery service
Create a software module with a list of street names
Create a POS terminal software module
Configure delivery division settings
Create delivery service conceptions
Enter coordinates of divisions and delivery areas
Create and install a loader for the call centre terminal
Connect and configure a geocoder
Configure the POS terminal of the delivery service employee

To ensure your POS terminals operate correctly in Delivery call centre mode, you need to populate directories with certain items that are required for operating in this mode only. You need to connect additional devices to the POS terminal. These devices are required for the operator's work.

The call centre operators' terminals connect to the office- or cloud-based PBX, which allows you to see the caller's ID and the number dialed by the customer to contact the call centre.

Divisions with the same menu and service conditions can be joined into a conception. When taking a delivery order, the operator selects one of the conceptions used by the call centre. When the phone number dialed by the customer matches the number specified in the conception settings, the selection is made automatically. Depending on the selected conception, the operator sees an appropriate menu and divisions. This way, one operator can work with multiple conceptions simultaneously.

When you enter a delivery address, a separate file with a list of street names is used. When the operator starts to enter the street name, the system will make automatic suggestions.

After you enter the address, you can use the geographic location feature to determine which division serves the entered address.

Delivery call centre terminal configuration example

Wee need to configure the POS terminals of the call centre serving the West branch, East branch, and South branch divisions. All three divisions take delivery orders from the Pizza menu. Each division has its own delivery area: WEST, EAST, and SOUTH, respectively.

In addition to pizza orders, the West branch division takes orders from the Sushi and rolls menu. Orders from this menu are delivered only within the CENTER delivery area.

When creating call centre POS terminals, you need to connect them to the file with a list of street names and to the geographic location device, as well as select conceptions and a regular customer group.

All necessary divisions, sales settings, and payment settings have been added to the directories. All necessary POS terminal operating modes have also been added.

The Devices directory contains a PBX device loader, a PBX device, and phones connected to the PBX device.

To set up the delivery call centre terminals, you need to do the following steps:

  1. Create a regular customer group for storing information about delivery service customers.

  2. Create a software module with a list of street names.

  3. Create a software module for the POS terminal that will allow you to refer to the list of street names in different delivery modes.

  4. Configure division settings related to the delivery.

  5. Create customer service conceptions in the Conceptions directory.

  6. Create an additional parameter with the divisions' coordinates and delivery areas.

  7. Create a loader for the operator's terminal in the Devices directory and install loaders directly on the terminals.

  8. Add a geocoder to the Devices directory.

  9. Create a call centre operator's POS terminal that uses the software module with the list of street names.

Steps 1 through 6 are carried out once. These settings apply to all POS terminals in the call centre. Steps 7 through 9 must be carried out for each individual POS terminal in the call centre.