Vehicle - Roadside Assistance Program
Order No.: S-SI-00-01-70Date: October 1999
Group: 00
SUBJECT:
ALL MODELS
ROADSIDE ASSISTANCE PROGRAM VOICE RESPONSE UNIT (VRU)
The Roadside Assistance Program Voice Response Unit (VRU) has been on line since August 16, 1999. Improvements that will lead to increased efficiency of the Roadside Assistance Program have been implemented.
The previous generation VRU allowed Mercedes-Benz technicians to call a separate telephone number to acknowledge or close a Roadside Assistance call without speaking to a representative. After several failures in 1998, the previous generation VRU ceased to function. Repair attempts were not made due to the age of the hardware and voice recognition technology. Calls have since been answered and information manually entered by the Roadside Assistance Department. Consequently, client and Roadside Technician call queue time has increased.
The new VRU will allow Mercedes-Benz Retail Center Roadside Assistance Technicians to:
^ Acknowledge a newly opened call
^ Close a recently completed service call
^ Register as the "Tech-on-call" by retail center
Following are procedural instructions for the Roadside Assistance Program Voice Response Unit (VRU).
Verbal commands:
^ "Instructions" - Provides VRU usage instructions
^ "Help" or press * - Offer assistance for the last question asked
^ "Repeat" or press 7 - Repeat the last question asked
^ "Transfer" or press 0 - Transfer the call to a CAC Roadside Assistance Specialist
Acknowledge a page:
^ Dial 1-800-222-0444
^ Verbally or manually enter your 9 digit (Social Security Number) ID number
^ Verbally select "Acknowledge Call"
^ Verbally or manually enter the 7 digit call number
^ System will repeat the call number
^ System will ask if the call number is correct
^ Answer "Yes" or "No"
Closing a page:
^ Dial 1-800-222-0444
^ Verbally enter the 9 digit (Social Security Number) ID number
^ Verbally select "Close Page"
^ Verbally or manually enter the 7 digit call number
^ System will ask if the repair was successful
^ Answer "Yes" or "No"
^ System will ask if it was a "Sign & Drive"
^ Answer "Yes" or "No"
^ System will ask for a Group Code (see illustration)
^ System will ask for a Fault Code (see illustration)
^ System will repeat the Group Code, Failure Code, and charges
^ System will ask if all information is correct
^ If the information is correct, the call can be ended
^ If the information is not correct, any of the three choices can be changed
^ System will ask for the last 8 digits of the VIN
^ Verbally enter the last 8 digits of the VIN
^ System will repeat the last 8 digits of the VIN
^ System will ask if the VIN is correct
^ System will verify that the call has successfully been closed
GROUP CODE, FAILURE CODE
List of commonly used codes
40 04 Flat
54 08 Battery
30 06 Linkage (S&D)
07 99 Fuel
54 99 Jump
Registering as "Tech-on-call":
^ Dial 1-800-222-0444
^ Verbally or manually enter your 9 digit (Social Security Number) ID number
^ Verbally select "Register as Tech-on-call"
Helpful hints:
^ Speak clearly
^ Use the system in an area with the least amount of background noise if possible
Comments or suggestions concerning the VRU should be directed to the Roadside Assistance Department at 1-800-FOR-MERCedes.