Business Requirement Document

IVR Calling Option for AOM for FMS feedback

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Contents
1. Document Control................................................................................................................................3
2. Version History.....................................................................................................................................3
3. Approvals...............................................................................................................................................3
4. Project Objective.................................................................................................................................4
5. Project Scope........................................................................................................................................4
6. Functional requirement......................................................................................................................5

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1. Document Control

File Name File Description Release Release Date Description

Versions

BRD IVR Calling Option for 1.1 03/03/2023

AOM for FMS feedback

2. Version History

Version Number Description of Change Authorized By / Date

1.1 SUMIT PUROHIT

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3. Project Objective:

The objective of this requirement to provide We need to provide a

calling option through IVR for area operations managers similar
to the IVR system which we have provided in the POS for the
stores.

Here the area operation managers will call the customers if

feedback is submitted for any transactions as - BAD.
We will not disclose the customer contact details hence call flow
will be similar to the IVR option provided in the POS where the
call will connect to AOM first then it will connect to the
customer.We will use the Mobile number of the AOM updated in the
franchisee master.

Please note, we will also need to provide an option to capture

AOM's remark against each call so they can update the issue and
resolution details.

A report is required so that we can review the pending calls plus

update issues and resolution details.

4. Project Scope:

The project scope of this requirement to provide a calling

option through IVR for area operations managers similar to the
IVR system which we have provided in the POS for the stores. A
report is required so that we can review the pending calls plus
update issues and resolution details.
Once the AOM login the POS admin the user can view and have
access to those store that come under him.

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5. Functional requirement:

● Once the customer submitted the feedback in FMS tab submitted for any
transactions as - BAD.

POS FMS tab Customer

system Feedback

● Currently feedback data report are available in POS

admin ,once the feedback submitted by the customer.

● If customer given the “BAD” feedback then call should

be initiated to the costumer within 24hrs and 48hrs to
understand the reason behind it

● The calling process - The area operation managers will

call the customers to check the reason for giving the
BAD feedback for any transactions as - BAD.

● Once the AOM login the POS admin system to check the
feedback given by the customer , if the customer
submitted the bad feedback then user will call the
customers.

● We will not disclose the customer contact details hence

call flow will be similar to the IVR option provided in
the POS where the call will connect to AOM first then it
will connect to the customer.We will use the Mobile
number of the AOM updated in the franchisee master.

● We will provide the new page of Sad feedback in POS admin

under sales module button.

● POS Admin ->Sales->Sad feedback.

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● Under the Sad feedback module page we will show the
column consist of -
1. FCFID and store name
2. Bill date and time
3. Customer name
4. Action column - Calling Button
5. Call status (will provide drop down - Store/Sales
Person Related IssueProduct/Stock Availability Related
Issue, Mis -communication by Store,Exchange Related
Issue ,Product Related Issue , Web discount related
issue , Coupon Related Issue,Wrongly submitted the Sad
feedback , Don't Remember , Call Not
Answered/Connected , Billing Related issue) .

6. Bill no. and terminal number.

● Need to provide export button to download two reports.

1.The report format given below.

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2. The Summary report format given below.

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