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SERVICE AID

Case History – Task and Step Values


CASE STATUS (CHECK THE CASE CREATION DATE AS WELL!)
Open – updates to the case, Closed – no further updates of any
depending on end task state, kind can be made in OneRoad
may be possible in oneroad

STEP TYPES END TASK STATE


CODE Description VALUES
CIC Customer Inbound Call CODE Description
CUSTCB Customer Callback IN Incomplete
IVRCB IVR Communication CD Call Disconnected
Outbound Call to DR Dispatch Requested
COC
Customer
DS Dispatch Scheduled
Customer ETA
CETA Notification (closed loop DCM Dispatch Complete
call #1) HLD On Hold by Customer
Customer Arrival DEC Declined by Customer
CAV Notification (closed loop Cancelled by
call #2) CCAN
Customer
Service Provider Inbound Customer Accepts
SPIC DA
Call Dispatch Assistance
Service Provider Customer Accepts
SPOC
Outbound Call SPI Service Provider
SPF Service Provider Fax Information
Tow Destination Inbound PSAP 911 Transferred
TDIC
Call SCM Service Complete
Tow Destination
TDOC Service Provider
Outbound Call PCN
Cancel
AUPD Authorization Update
Credit Card Funds SU Service Unsuccessful
CCFC
Communication
Automatic Case Close
SYTM
Out
FC Fulfillment Confirmation

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SERVICE AID

STEP CONCLUSIONS
CODE Description
ACC SP Accepts Dispatch
ACO Automatic Close Out
AINFO SP gets additional info on dispatch
ARV Customer Confirms SP Arrival STEP CONCLUSIONS
AUA Authorization Approved CODE Description
AUD Authorization Denied IFR Information Requested
BSY Busy Signal (closed loop call) INFO SP Confirms Existing Information
CCAN Customer Cancel IP Information Provided
CCAU Credit Card Authorized NOA No Answer (closed loop call)
SP communicates request to change Tow
CCDN Credit Card Denied NTD
Destination
CCFC Credit Card Funds Captured PSAP 911 Transferred
CD Incomplete - Call Disconnected RET Re-Tow
CMP Complaint RETA Revise ETA
CMSG Reach voice mail no confirmation received. RF SP Requests Re-Fax
CPL Compliment RSP Customer Requests Another Service Provider
CSC Customer Verifies Service Completion SCM Service Complete
DAP Customer Accepts Dispatch Assistance SFAX Fax Successful
DCM Dispatch Complete SPCN Service Provider Cancel
CN Tow Destination Cancel SPP Customer Accepts Service Provider Information
DEC Declined SPSC Service Provider communicates service complete
DR Dispatch Requested SPSC Service Provider Verifies Service Completion
DS Dispatch Scheduled SPX SP Transfer to different department.
DVR Damaged Vehicle Report TDSC Tow Destination Verifies Service Completion
ETA ETA given to Customer (closed loop call) TDVS Tow Destination communicates vehicle not arrived
EVC SP Requests Courtesy Fee Customer Calls to Update Case
FAX SP Requests Fax UDP
Information/Service Provider Update Dispatch
FBK Customer Feedback - Compliment/Complaint UFAX Fax Unsuccessful
FR Fulfillment Requested US SP Reports Unsuccessful Service
HLD On Hold By Customer
ETA ETA given to Customer (closed loop call)

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