Frequently Asked Questions
8:00 AM – 9:00 PM EST; Monday – Friday
11:00 AM - 4:00 PM EST; Saturday
- Yes! You can opt-in to have our VCA Team email and/or text message your
team before attempting to call for scenarios that are not urgent for a Guest
or order execution.
- An example of this type of scenario is when a Guest wants to modify an
order which cannot be done through our Catering Management Tool, yet is not due within the next 2 hours.
- If we don’t hear back from you via email or text message within 2 hours, we
will still attempt to call the restaurant.
- Please note that when urgent situations arise that could impact a Guest or their Catering experience, we may still need to call your restaurant or Catering Leader right away.
- Only Thanksgiving & Christmas Day.
- The VCA team will be available during our standard operating hours, 8:00 AM – 9:00 PM EST; Monday - Friday, on any other major holidays. This may be subject to change as instructed otherwise by CFA Support Center.
- Emails will be answered within 3 business days of being received, at the latest.
- If you ever need faster assistance than that, please feel free to reach out to us on our VCA hotline: (786) 482-4208.
- Once you submit your signed Participatory Agreement and Restaurant info, the VCA Team will provide you with a unique phone number that can receive your Catering calls; as soon as you receive that phone number, you can begin forwarding your Catering calls to your unique number.
- If you need any assistance with setting your Catering calls to forward, please review the instructions for auto-attendant services, such as Grasshopper or Ring Central, included within this Welcome Packet.
- If you still need further assistance, please feel free to contact Mikki Hawkins at the CFA Support Center, Mikki Hawkins | Mikki.Hawkins@accesscfa.com |+1 (678) 428-2663.
- If your restaurant is closed for any reason, please send an email to:
- Add DOP settings alert.
- Add to temporarily reroute calls back to your location within your phone tree.
How To Transfer Calls
*We recommend making these changes when the Restaurant is closed.
- Visit Grasshopper at www.grasshopper.com
- LOG IN using your Restaurant's email and password. You will be directed to the Portal Dashboard.
- Select the Settings tab from the top right of the screen
- Select Extensions, select Catering, then click Edit
- Click Add a Forwarding Number
- Type the new Forwarding Number (supplied from lnktel)
- Set Ring for ... 5 seconds and select Direct Connect
- For "How Should Grasshopper handle calls to this number?"
- Check "Calls will connect to you as soon as you pick up"
- Description: Label This VCA
- Change When Do You Want to Receive Calls?
- Click to change the 24/7 option to Custom Schedule
- Add Time Slot for Monday- Friday 9AM- 8PM EST (hours are subject tochange)
- SAVE AND CLOSE
* We recommend making these changes when the Restaurant is closed.
- Visit RingCentral at www.ringcentral.com
- Enter your Restaurant's phone number or email and password. You will be
directed to the Admin Portal:
- Select the Users tab from the top left of the screen
- Click on the Catering extension from the list of users (usually Ext. #1)
- Scroll down to Call Handling & Forwarding and CLICK on it
- Select the Advanced tab to create Custom Answering Rules:
- +Add Rule and name it "VCA"
- Select Next to Define Conditions:
- Check Called Number: Click Select Number> Select guest-facing Restaurant
Number+ catering extension (Ex: 555-555-5555 +1)
- Check Date and/or Time: Select 9AM- 8PM Monday-Friday (hours are
subject to change)
- Select Unconditional Forwarding:
- Type Toll-Free # from lnktel in the Forward Calls box
- Click Save
- Make sure to turn on the ACTIVE toggle button (changes to Blue)
- Place a test call to ensure proper forwarding
- Scott McGee - Account Representative/Team Lead (for new service accounts)
- Mobile/Fax/Office: 720-608-4514
- Email: firstname.lastname@example.org
- RingCentral Direct Support Line - (888) 898-4591
- RingCentral will extend special pricing to Chick-fil-A Operators
- 15% off the listed monthly service price (service could cost $23-$33 per month)
- 50% off phones (additional promotions may apply)
Have any futher questions?
The VCA team is here to help! Please schedule a meeting
with our team by using the calendar below