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Configuring a Ringback Service - 365 Management

Connor
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The Ringback screen allows you to configure a ringback service which automatically calls a customer’s phone and notifies them that their driver has arrived and is waiting outside.

This feature helps to reduce the number of no-shows and the time the driver is waiting at the pickup location by alerting customers to their taxi’s arrival.

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To access this screen:

  1. Click on Ringback from the Passengers > Passenger Communication dropdown menu.

    Nav Bar.png

To enable a ringback service, you must toggle on Enable Ringback. Ringback only works if the configuration of the feature is done also.

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Ringback Platform

Note: The following settings are [ Advanced ] and should only be changed by a qualified Autocab engineer.

To access the advanced settings:

  1. Click on the Advanced Mode button.

    Advanced Mode.png
  2. Click on the OK button on the pop-up message.

The greyed-out settings can then be accessed.

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  • System: Select which ringback system to use.
  • Address: The IP address of your ringback system.
  • Username: (Only available if selecting Phantom as your Ringback platform) Enter your username for your Phantom system. 
  • Password: (Only available if selecting Phantom as your Ringback platform) Enter your password for your Phantom system.
  • Prefix Number: The prefix number of your ringback system.
  • CLI Number: The Calling Line Identification (CLI) number of your ringback system.
  • Play Message on Answer: Enable to play the ‘Taxi Arrived Message’ when a customer answers the phone.
  • Taxi Arrived Message: Configure the ringback message that plays to customers over the phone once the driver declares they are at the passenger's location.

Ringback Configuration

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  • LandLine Call Time (sec): Set how long a landline phone will ring when a driver uses the ringback command.
  • Mobile Call Time (sec): Set how long a mobile phone will ring when a driver uses the ringback command.
  • Call Request Expire Time (sec): Set how long the phone will ring until the call is cancelled due to no connection.
  • Maximum Requests Per Booking: Limit how many times a driver can use the ringback command per booking.
  • Ringback Default Mode: Select if ringback should be ON or OFF for landlines and mobile.
  • Ringback After Textback: Enable to ring back a customer after notifying them by text.
  • Interactive Confirm Prompt: This allows you to write a custom booking confirmation prompt which will be read to the customer. In the example on the image, the user must select '1' on the keypad to confirm.
  • Interactive Cancel Prompt: This allows you to write a custom booking cancellation prompt which will be read to the customer. In the example on the image, the user must select '7' on the keypad to cancel.

Note: Please ensure you include 'press {0}' in the custom prompt, without this customers will not know which button to press next.

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