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Frequently Asked Questions

General Questions

What if I don’t use the Catering Management Tool (CMT)?
Currently, our system is only integrated to place orders through the Chick-fil-A Catering Management Tool.
What are the hours of operation?

6:00 AM – 11:00 PM EST; Monday – Friday

9:00 AM - 5:00 PM EST; Saturday

Can the VCA Team email or text message my Restaurant or Catering Leader when they have questions instead of calling our restaurant?
  • 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.
What holidays are we closed for?
  • 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.
What is the expected turn-around time when I send an email?
  • 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.
Who do I contact if I received an incorrect order?

Please send an email to and a
member of the management team will follow up with you.

When do I start routing calls after signing the Participatory Agreement?
  • 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 | |+1 (678) 428-2663.
Who do I send the signed Participatory Agreement to once it is signed?
What do I do if my restaurant closes due to inclement weather, remodel, etc?
  • 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

How to Transfer Calls via Grasshopper’s Phone Tree

*We recommend making these changes when the Restaurant is closed.

  • Visit Grasshopper at
    • 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
    • SAVE & CLOSE
  • 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)

Grasshopper Support

General Sales

How to Transfer Calls Via Ring Central’s Phone Tree

* We recommend making these changes when the Restaurant is closed.

  • Visit RingCentral at
  • 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:
  1. +Add Rule and name it "VCA"
  2. 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)
  3. Select Unconditional Forwarding:
    • Type Toll-Free # from lnktel in the Forward Calls box
  4. Click Save
  5. Make sure to turn on the ACTIVE toggle button (changes to Blue)
  6. Place a test call to ensure proper forwarding

RingCentral Support

  • Scott McGee - Account Representative/Team Lead (for new service accounts)
    • Mobile/Fax/Office: 720-608-4514
    • Email:
  • 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