Enabling Caller ID allows a restaurant with a great deal of take out and delivery orders to speed up the process of phone order taking.
Because customer information is stored in Toast, returning customers that place phone orders will have their information auto-populate when their phone number matches that of an existing customer. Their name, phone number, and address will be shown in the text fields.
Before configuration, this exciting new feature will require the following:
- A site survey to determine wiring and installation needs for Caller ID at your location *
- Possible telephone line rewiring by your phone service provider, to be determined in your site survey
- Caller ID service from your phone provider
- Hunt/rollover service (automatically sends calls to the next available line) from your phone provider
- Caller ID hardware installation *
* For new customers, the Caller ID site survey and installation may be rolled into your regular new customer site survey and installation.
Caller ID should only be enabled on one device - otherwise notifications may disrupt workflow on other devices.
On your device, select the Toast icon in the top left corner of the POS screen.
Scroll down to Setup and select Device Setup.
Scroll down to the Order Screen section and select Prompt for Incoming Phone Calls.
Select Yes to enable caller ID.
Note that Toast's Caller ID is compatible with the following boxes:
- Ethernet Link Whozz Calling? Basic 2 Line version 2.8
- Ethernet Link Whozz Calling? Basic 4 Line version 12
- Vertex VoIP Unit 2 Line version 85-19
On the Device:
Caller ID can be configured to speed up the process of order taking. Once configured, there are a few important things to know about its functioning.
Using Caller ID In Quick Order
It's important to keep in mind that the Caller ID pop-up window will only appear when a server is in Quick Order. In this screen, a pop-up will appear during an incoming call that allows the server to start the order, put the order on hold, or ignore the order.
When in another screen, such as table service, the call will appear as a notification in the top left corner of the screen.
New Customers Calling
When a new customer calls, the customer information screen will appear as blank. Sometimes the system may populate the name with something that is incorrect such as "wireless caller." If this happens, the clear name button is an easy shortcut to erasing the name.
Returning Customers Calling
When a returning customer calls, their name, number, and address will automatically be populated in the delivery information screen.
Holding an Order
The hold button can be selected if a server is not ready begin entering the new order. When hold is selected, it becomes a notification in the top left corner of the screen.
When the server is ready to begin taking the order, the notification can be selected.
Receiving Another Call while an Order is in Progress
When an order is in progress on the quick order screen, the "Start Order" button on the caller ID popup will be grayed out, as starting a new order would cause the current order to be lost. The server will still have the option to hold or ignore the call. However, if the server selects the notification in the top left corner after selecting hold while an order is in progress, the in-progress order will be lost and the user will be taken to the delivery information page.