Device Management SOP- Device User Guide V1.1

Overview 

The objective of this SOP is to provide RS agents with a guide on how restaurant devices work, how an order flows from start to finish from the restaurant's perspective. The understanding of the Restaurant device will give agents the ability to assist restaurants when they are struggling with the functionality of devices and require support.

Areas of Focus:

• 1. Restaurant device 2.0 MP4 +
  • 1.1 Introduction to the device 
  • 1.2 Using the MP4 + device 
• 2. How to Log Into The Device & Log In Errors 
• 3. What are the Different Restaurant Operational States On The Device 
• 4. What are the Different Order Statuses on the Device 
• 5. How to View Accepted Orders for the Day 
• 6. How to Navigate to the Menu Option 
• 7 How to Manage Menu Item Availability 
• 8. How to Update Operating Hours on the Device
• 9. How to Manage the Online/Offline Duration

1. Restaurant Device 2.0 MP4+

1.1 Introduction to the device

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1.2. Using the MP4 + device 

1	Switching device off/on and rebooting Hold the power button for 2-3 seconds.  - Two options will appear. - Select "Power off" to turn off the device.  - Select "Restart" to reboot the device  NB* Always advise the restaurant to rather set the status to offline rather than switching off their device if they are going to temporarily stop trading.
2	Charging and Battery Level Charging using the Docking Station Charging cable must be plugged into the docking stations’ charging port and the device placed on top of it. A notification sound will play confirming the device is charging Restaurants must only use the charger that comes with the device Charging device directly without docking station Remove the rubber flap on the bottom right corner of the device and insert the charging cable  Observing the Battery Level The battery level will be displayed in the top left corner when the device is powered on. When the device is powered off and charging, the battery level will be displayed when quickly tapping the power button. It is recommended to always keep the device charged due to load shedding and to ensure that your restaurant does not get suspended if the battery drains.
3	Network Connection & Sim Cards  The center status will indicate which sim is currently in use (Vodacom or MTN) Signal strength is indicated on the top right hand corner (!) indicate one sim is active and the alternative reserved, should the active sim lose connection the device will automatically switch to the reserved sim.
4	Printing Paper Compartment Open the paper compartment Insert the roll inside Pull paper towards you Hold paper in place and close the compartment

2. How to Log Into The Device & Log In Errors

1	How to Log In  After switching on the device, the restaurant should select “Login” Type restaurant ID into the username and password
2	Potential Login Errors  Error 1: Incorrect username or password entered. Confirm the restaurant ID has been used to log in is correct Error 2: API Issue - advise restaurant to reboot their device then attempt to log in again

3. What are the Different Restaurant Operational States On The Device

- In order for a restaurant to start receiving orders, its operational status must be set to “online”.

It is important to advise the restaurant that during periods in which they are not wanting to trade and accept orders, the device should be left on charge and set to “offline”.

1	Online/Offline Online  Online toggle must be shifted to the right Restaurants are able to receive orders. Offline  Online toggle must be shifted to the left Restaurant will not be able to receive orders.
2	Suspended Restaurant suspension notification will show at the top of the screen No orders will be able to be received By selecting the “Suspended” tab restaurants will be able to see the reason for suspension and action to take
3	Restaurant Closed  Restaurants may either log onto the Marketplace or Edit the trading times on the device. Go to “Menu” → “Hours”

4. What are the Different Order Statuses on the Device

1	New Order Screen 1- Restaurants will have collect or delivery orders 2- Amount of time left to accept or reject order (3 minutes) 3- Order notes left by the customer 4- Order Details 5- Delivery address 6- Accept Button After accepting the order, the restaurant will then choose a preparation time.
2	Accepted Orders
3	Rejected Orders Once restaurant selects the cross they will have to choose a rejection reason The order will then display the rejected reason
4	Missed & Canceled Orders Missed Restaurant has not accepted order within the three minute window Cancelled Order has been cancelled by MR D Food, Customer or restaurant
5	Errors during order acceptance  all the errors would occur during order acceptance. Errors during order acceptance would occur as the result of device connectivity issues OR an internal server error at the point of acceptance.

 

5. How to View Accepted Orders for the Day

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Order Categories  Three order categories are available. Tapping the options will display the orders in the different categories. ALL- shows orders that are accepted, rejected, missed, cancelled and have errors Accepted - shows only accepted orders Other - shows, rejected, missed, cancelled and orders that have errors *Only “today’s” orders are visible in any of the categories.

6. How to Navigate to the Menu Option

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General Help Restaurants can select the  MENU button at the bottom of the screen. The following options will be available Today's Orders: Will take the restaurant to the order management screen where they can view “All” ,”Accepted” and “Other” orders  Notice Boards: Braze messages sent to restaurants Restaurant ID: Restaurants will now be able to see their ID. When calling in you can request them to select the menu and provide you with the ID at the bottom of the screen. If not visible at the bottom of the menu screen, it is available in the “Help & Feedback” section. Hours: restaurants can now update their weekly and public holiday hours on their device Item Availability: Restaurants are now able to manage their own menu via the device Help & Feedback: Access to RS contact number

 

7 How to Manage Menu Item Availability

The menu item availability function on the device allows restaurants to mark items out of stock or available independently. Better menu management will improve customer experience by reducing instances where customers do not receive what they ordered due to out of stock items not being hidden.

Menu Item Availability Practical Video ( Press CTRL and Left Click ) 

RS Agent Actions: As an RS agent you are required to understand the menu item availability function, teach the restaurant how to use that function when they call in, and escalate any issues and errors to the device team.

1	Navigating to Item Availability 1. Select the “Menu” Icon 2. Select the “Item Availability” section
2	Understanding the Item Availability Page All menu sections  (e.g Starters,Mains, Drinks,Desserts) Menu Item name (Pizza Foldover, StreetWise Two,Margarita Pizza, Steak and Chips) Menu Item variants  Item availability states i.e item can either be made available,sold out for today or sold out indefinitely Available: Item is in stock and customers can place orders Sold out today: Item marked out of stock for 1 day only ,customers will not be able to place their order. Item will be automatically made available the next day Sold out indefinitely: Items marked out of stock, customers will not be able to place orders. Items have to be manually marked to be available.
3	Browsing Menu Restaurants can find menu items in two ways either by searching for the item or by navigating to the section the menu item falls under. Tip: If the restaurant is hiding 1 menu item, advise them to use the search function. If the restaurant is hiding multiple items in a section select the menu sections View menu sections  Search menu item, restaurant can search for specific menu items
4	How to Mark Items Out Of Stock Find items you want to hide by using the Search  function  or by navigating to the Menu section list Once the item to be marked as OOS has been identified, tap on the “available icon” . The item availability options will appear over the item you selected Select “Sold out today” or “Sold out indefinitely” Based on the option selected the menu item will appear as“Sold out today” or “Sold out indefinitely”
5	How to Mark Items Available  Select the “Sold Out” icon to navigate to a list of all items that are “sold out today” or “sold out indefinitely”. The icon will have a red circle with a number indicating the amount of items listed as sold out Mark 1 Item as Available Select the “Sold out” icon Select the the “Sold out today” or “Sold out indefinitely” icon on the item you want to make available Item availability options will appear on the menu item selected and select “Available: Mark All Items as Available Select the “Sold out” icon Select “Restore All”  Select “Confirm” this will make all the sold out items available
6	Hidden Items NB* Hidden Menu Items/Sections on Marketplace cannot be made available on the device by the restaurant. If a restaurant tries to make a hidden menu item available on the device they will get an error message informing them to contact RS. RS will then have to make the item available via Marketplace. Menu Item is hidden via Marketplace by Agent, Restaurant Selects icon Message will appear indicating that they must call RS
7	Zendesk Ticket  Only use the Ticket classification if you have trained the restaurant and the restaurant has marked as sold out or available themselves.  NB* if you hide or unhide items on behalf of the restaurant use existing classifications in the Menu Updates SOP Apply Macro “Restaurant Self Service” Ticket Classification Form = Mr D Food :: Restaurant Query  Rest ID = ‘The Restaurants unique ID’ Order number = N/A Rest Query Type = Restaurant Self Service Education>RSS - Menu Changes Ticket Origin = Phone call ticket

 

8. How to Update Operating Hours on the Device

Instead of calling in to RS to amend their operating hours, restaurants can now update their weekly and public holiday hours on their device.

 Operating Hours Changes - Practical Visual of Device (Hold CTRL & Left Click to View)

RS Agent Actions: As an RS agent you are required to understand the Operating Hours functionality, teach the restaurant how to use that function, and escalate any issues and errors.

1	Navigating to Operating Hours  Restaurants can change their operating hours by firstly navigating to their menu page and selecting the ‘Hours’ option Select “Hours” from the menu options Select either the “Weekday” option Or Select “ Public holiday” option ( Depending on when they would like the hours to be changed for ).
2	Editing hours  Once the restaurant has chosen a day where they want to edit the hours , advise them to select the ‘Edit’ option on that specific day and do the following:   Select the “Edit” icon to the right of the specific day Reduce the hours (15 minute intervals) by tapping on the down arrow for or either the opening or closing times Increase the hours (15 minute intervals) by tapping on the down arrow for or either the opening or closing times Select “Save”  Screen will indicate “updating hours” then “Hours Updated”
3	Closing Restaurant for a Day Closed a restaurant on a specific day:  Select “Edit”on the specific day of closure  Select “Confirm” to validate you wish to close on this day Screen will indicate “updating hours” then “hours updated” Specific day selected to close will appear in grey Opening the closed restaurant:  Select “Edit” on the day closed Select “Set as Open” Screen will indicate “updating hours” then “hours updated” Restaurant will appear open with the same operating hours set before closure
4	Zendesk Ticket  Only use the Ticket classification if you have trained the restaurant and the restaurant has changed their operating hours themselves.  Apply Macro “Restaurant Self Service” Ticket Classification Form = Mr D Food :: Restaurant Query  Rest ID = ‘The Restaurants unique ID’ Order number = N/A Rest Query Type = Restaurant Self Service Education>RSS - Operating Hours Ticket Origin = Phone call ticket

9. How to Manage the Online/Offline Duration

Instead of Restaurants calling in to RS for RS to switch them from online to offline or vice versa, the Restaurant can now action it themselves. This can be used for instances where there is loadshedding, busy times and any reason where the restaurant needs to go offline temporarily or for the rest of the day.

Online/Duration Duration Management Practical Video (Press CTRL and Left Click)

RS Agent Actions: As an RS agent you are required to understand the Online/Offline function, teach the restaurant how to use that function, and escalate any issues and errors.

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Selecting the Option to go Online/Offline  Go to the Menu page and Select ‘Today’s orders’. Ask the restaurant if they are already on the Today’s Orders Page  Slide the toggle to the left from “Online” to “Offline”  If the Restaurant would like to be switched off for whatever reason, advise the employee that they can either select the 15min option, 1 hour option or rest of the day depending on the restaurant's needs.  15 min = Once 15 minutes has passed the restaurant will start receiving orders. 1 hour = Once 1 hours has passed the restaurant will start receiving orders.  Rest of the day = The restaurant will start receiving orders the next day at their opening time     4. Confirmation that the the restaurant is offline

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Zendesk Ticket  Only use the Ticket classification if you have trained the restaurant and the restaurant has made themselves online or offline  Apply Macro “Restaurant Self Service” Form = Mr D Food :: Restaurant Query  Rest ID = ‘The Restaurants unique ID’ Order number = N/A Rest Query Type = Restaurant Self Service Education>RSS - Online/Offline  Ticket Origin = Phone call ticket Ticket Classification

4. Troubleshooting guide for MP4+                    ( Restaurant Device 2.0) 

POPI Restaurant Verification

When outbound or inbound contact is made to a Restaurant related to resolving the device issues, agents must ensure they follow the POPI Security Questions.

All security vetting questions related to inbound and outbound restaurants contacts can be found in the :POPI FOOD CS SOP

Important to Note: When troubleshooting restaurant device issues, ensure you go through all the relevant troubleshooting steps to ensure that the issue cannot be resolved before escalating further.

Charging dock/Cradle removal

Upon receiving a inbound call, we require an agent to assist the store with their inquiry, as part of the call agents should confirm the charging method stores use to charge their device.

Question: Are you using your chagring dock to charge your device?

1. IF YES - inform the store to remove their device from the charging dock. The device should not even be resting on the charging dock while it is plugged in directly to the device. 
2. Proceed with the store inquiry
3. IF NO - Proceed with the store inquiry.
   
   

Should stores have additional questions about the charging dock/method

Inform the store the charging dock was an additional charging method in case of the device charger port get damaged, however, we found that the charging dock deteriorates the battery instead of charging it causing the device to go in limp mode (blank screen) until the battery is replaced.

The charging docks will be collected by the respective account manager upon store visits.

 

1. Printing Issue:

1.1 Not feeding the slips 

1	Check the type of paper used (Thermal paper must be used)
2	Confirm if the paper roller/mechanism is in place.
3	Check if the paper roll is feeding in the right direction(feeding from the top)
4	Check that nothing else other than the paper roll itself is inserted in the paper roll compartment
5	Ask the store to reprint an old order or send a “print” command to the device using connect.
6	If the above doesn’t provide results, you can escalate through to the Device Team. Ensure that when escalating you use the correct classifications i.e Printing Issue Hardware = This is any issues relating to the actual physical aspects of the device such as “The paper compartment is jammed,paper compartment is broken”  Printing Issue Software = This is any issue relating to the technical side of the device such as “The device is printing in Chinese”.

 

1.2 Blank/vague printing.

 

1	Send a “Set printer darkness” command, the darkness value can be changed to 3
2	Send a “Reboot” command and confirm if the printer darkness is enhanced.

2. Device does NOT turn ON

2.1 Blank Screen. 

1	Confirm with the restaurant that the devices’ screen is blank to verify that it's off.
2	Check the communication state of the device on Connect to verify that it's off (will be “over deadline 1/2/3” or reflect “shutdown” under Events )
3	Check battery level under “latest data”(should not be on 0%).
4	If the battery level is 0%. Check that the charger is plugged into a power outlet and also plugged into the charging port of the device.

 

2.2 Device stuck on Boot mode/Factory Mode

- booting is the process of starting a computer or device. It can be initiated by hardware such as a button press, or by a software command.
- The “blue buttons on the left”, on the device, is functional in these menus and can be used to navigate the menu on display.

1	Boot Mode - use the VOLUME UP button and navigate to [Normal], when the arrow is set next to normal, press the VOLUME DOWN button to select. - this will exit the boot menu and restart the device
2	Factory Mode - use the VOLUME DOWN button and navigate to [Reboot], when reboot is highlighted, press the black POWER button to select. - this will exit the boot menu and restart the device
3	If the device requires login details after reboot, please refer to section “5. Logged out devices”.
4	If the above doesn’t provide results, you can ask for technical support.

 

3. Connectivity Issues. 

3.1 “over deadline 1/2/3” on Connect (Battery percentage above 5%)

1	A reboot is required before attempting any further troubleshooting.
2	Check the last message time, if the last message time is less than 12 hours ago and the battery percentage is 5% or above, send a Ping to the device.
3	If the “last seen” time is more than 12 hours ago, the device is powered off and a Ping would not be successful.
4	Ensure the device is not kept in an enclosed area. The device should preferably be placed on top of a counter and not beneath it. When the device is placed in an enclosed area this may negatively impact the connectivity.

3.2 Stuck on “Connecting to Mr.D - this may take up to 3 mins”

1	Confirm if the store is seeing any other indicators on the device in line with the signal and battery indicator; ie. a red banner stating “internet connection lost”
2	If yes, the Wifi or Airplane mode might be enabled.
3	If no, please follow steps 4.1 - 4.2 below and request that the store select “log out” at the bottom of the screen, the store can now proceed to log in with their store ID
4	If “Airplane mode” is enabled: 4.1 Tap x10 times on the MrD logo/Burger on the screen (above the words “connecting to Mr D Food”) 4.2 A settings pin will be required which is (2112) standard on all devices. Once inserted the store can select unlock. 4.3 Go to “device settings” 4.4 An airplane icon will appear on a blank screen, the store should tap the airplane and disable airplane mode, once disabled the screen will go blank 4.5 The store can now reboot the device. 4.6 The device will now be "active" on connect → If no icon’s are presented, go one step back by pressing the back button and request the store to tap on log out. → Proceed to log in with the store ID. **Please note that the settings pin and store ID are two completely different numbers, the settings pin is 2112 which is standard on all devices when going to device settings and the store ID is unique to each store
5	If the above doesn’t provide results, you can ask for technical support.

4. Charging Issues 

4.1 Device is not charging 

1	Confirm if the store is using a charging dock (blue in color).
2	If yes, the charger should be connected to the top of the charging dock and a blue charging light will reflect on the side of the dock.
3	Should the charging dock not provide a blue light and the device does not switch on after placing the device on the dock, refer to line 4.
4	If no, check that the charger is plugged in properly on both ends.
5	Should the above not provide results, the store can plug the charger straight into the device.
6	Charging issues on smart will reflect under Events, below is an example of a device not plugged in on charge. If a device is plugged in on charge, Connect logs will indicate “On charge-true"

 

5. Logged out devices

5.1 Logged out via Marketplace: Restaurant reporting their device is loading and not connecting to MrD

• If a restaurant reports their device is loading on “connecting to MrD, this may take up to 3min” and connectivity troubleshooting has been done but has not resolved the issue:

1	Check the restaurant status on Marketplace. If the store is in a NEW status, DO NOT provide the store with their APP ID and refer them to the Account manager as the store is yet to go live.
2	If the store is not in NEW status. Check the device information on Marketplace to confirm if the device is logged in. Open the store on Marketplace using the store ID, go to details and scroll down to DEVICE INFO.
3	Always ensure to save the USERNAME as the PASSWORD on Marketplace before providing the store the login details. NOTE: The username and password should always be the same!
4	If the above doesn’t provide results, you can ask for technical support.

 

6. Connecting a device to wifi

We are aiming to increase device connectivity and reduce both SAR’s and our overall Auto suspend count. Having devices connected to Wifi should serve as a fail safe in case both networks are bad at any given time.

This means stores will spend less time in auto suspend if they are disconnected due to connectivity issues on one of the provided sims (MTN & Vodacom).

1	Navigate to Settings When the device is on, look for the MrD logo on the login or menu screen. Tap x10 times on the MrD logo/Burger on the screen. A settings pin will be required which is (2112) standard on all devices. Once inserted select unlock.
2	Send All settings Command Ensure that you send a “show all settings” command on Connect before continuing the following steps: (please see below to locate command) go to Jobs on the left side of the screen on connect To access the “Show all settings” command, Proceed to the command model on the right, type “show all settings” or scroll down to “show all settings. Select issue command to send the command to the device and provide the store with access to their settings.
3	Navigate to Device Settings Go to “device settings” and Select Network & Internet Toggle the Wifi switch to ON (select the instore wifi connection or strongest open wifi connection available
4	Once connected, wifi will appear in the middle of the top bar of the screen where the network is usually presented.
5	Request the store to restart their device, this will allow the device to exit the settings screen and return to the normal/login screen. In order to reboot, ask the restaurant to hold the power button for +-20 seconds.