AAA Dispatch terms/abbrev/def
3 Roles of the Dispatcher
1. Live dispatch 2. phone and fax 3. remote support
Call lifecycle
1. RE 2. SP 3. AS 4. DI 5. ER 6. OL 7. TW 8. CL
5 key responsibilities of the Dispatcher
1. keep the promise 2. get the call to the next status 3. collaborate proactively with service providers 4. support service providers and members 5. preserve and enhance service provider relationships
Role code
2 digit code that identifies a user's security access or position within the org
Cleared
A D# code that identifies the date and time that a call record has been completed
Dispatched
A D3 call status code that identifies that a driver has accepted a call and will help the mbr
Spot
A D3 call status code that identifies that a facility has been assigned to a call record
Killed
A D3 call status code that identifies that mbrs called for roadside assistance, but before they hang-up, they no longer need roadside assistance
Received
A D3 call status code that identifies the date and time a mbr called for RA
Transmitted
A D3 call status code that identifies the date and time that a mbr's veh has started its transport to the tow dest
En Route
A D3 call status code that identifies the date and time that a service tech begins traveling to the mbr BDL
On location
A D3 call status code that identifies when a technician arrives at the mbr's BDL
Declined
A D3 code that identifies that a driver has declined the call *not used*
Cancelled
A D3 code that identifies that a mbr has cancelled the road service request
Assigned
A D3 code that identifies the date and time that a call has been given to a driver with a facility
Estimated time of arrival
A D3 status code documenting the driver's estimated time of arrival
Geo coded
A call receiving term to identify that an address has been verified and that a latitude and longitude as been assigned
AC
Active
AS
Assigned
Automatic Vehicle Location
AutoDispatch - a system that automatically assigns D3 calls to drivers w/o human intervention
AVL
Automatic Vehicle Location
CA
Cancelled
CL
Cleared
D3ME
D3 Mobile Edition
DC
Declined
DI
Dispatched
Projected time of arrival
During the mbr's initial request for RA, this is the time that the call receiver provides to the mbr to advise when a tech will arrive on scene
ER
En Route
ETA/ET
Estimated time of arrival Estimated time
FS
Force spot
KI
Killed
MDT
Mobile Device Terminal
OS
Out of signal/service
PTA
Projected time of arrival
RE
Received
RAP
Roadside assistance program
SPP
Service Provider Portal
SW
Sling/Wheel lift
TR
Transmitted
WL
Wheel lift
Mobile device terminal
an in-truck device that electronically communicates with a facility or a AAA/CAA contact center; typically a TABLET
Force spot
an individual at the AAA/CAA contact center manually assigned the call to the facility
BS
battery service
BW
battery wheel
BR
big rig
Roadside assistance program
commercial accounts in which the customer receiving roadside assistance is not a AAA/CAA mbr
In veh
driver is set in the veh
Out of veh
driver is set out of the veh
FB
flat bed
IV
in veh
IN
inactive
LS
light service
OL
on location
OV
out of veh
Estimated time
reflects changes made to the ETA of a service request
SP
spot
Active
truck is active
Inactive
truck is inactive
Out of signal/service
truck is out of service or the MDT has lost signal
Service Provider Portal
web app that allows facilities to manage ERS calls, view performance and payment info, view manuals and help guides and enter service tickets
D3 Mobile Edition
web-based google android mobile app that allows drivers to process calls via a wireless device