TCNA: Vehicle Callback Continuing Education

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Review the process and procedure for Vehicle Callbacks for Toyota, Lexus, and Subaru by completing this course and the review quiz in WSU.

Toyota Connected: Vehicle CallBack

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As a Response Specialist, calling back to a vehicle may be necessary, such as when new information must be communicated from EMS or RSA providers. This continuing education course will detail the procedure for how a Response Specialist can call back a vehicle regarding an SOS Emergency or ACN call. Click through the ? and buttons on this slide to explore the Padlet and KB resources as well as a video explanation of this procedure, then click "Next" to continue on in the course.

Vehicle Callback

When the PSAP or RSA provider calls in, the most recent cases eligible for callback will populate. At this point the RS should select the appropriate SF case and connect to the vehicle. Click on the button to the left for more callback call outs.

Vehicle Callback can only be initiated if requested by PSAP or RSA and requires that PSAP or an RSA provider call in first using our callback numbers. Click the button to the left to view the callback numbers.

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Vehicle Callback

The following procedure outlines an RS's steps to initiate a callback into a vehicle after either PSAP or an RSA provider has called the call center to request more information from the VO.

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The "Callback Eligible" cases list will pop up with the most recent cases that are eligible for a callback. RS will select the appropraite case with the approriate vehicle and initate a callback to the vehicle. Click the ? button below to see the procedure for when the lists do not populate.

PROs will hear a whisper: "Callback Support" PSAP or an RSA provider informs RS that they need more info from the Vehicle Owner.

PSAP or an RSA provider initiates a callback to a TSP Response Specialst (RS) Greeting: "Thank you for calling Connected Services. How may I assist you?"

Vehicle Callback

Steps

Below are the steps for Vehicle Callback, when you have finished reviewing all elements on this slide, click "Next."

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Vehicle Callback

Steps

Below are the steps for Vehicle Callback, when you have finished reviewing all elements on this slide, click "Next."

Response Specialist will introduce themselves and additional parties (PSAP or RSA provider) to the VO.

VO will hear callback audio and the vehicle will be added to the conference.

Click on the Case the LE is calling about. When the case is opened, the widget "Callback Vehicle" will become available as seen on the left.

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When a callback is initiated, the original case is "reopened" in Salesforce. This case will be in the status of "Open for Vehicle Callback" as seen on the left.

Confirm that no further assistance is needed. Verify current process for emergency contact.

PSAP or an RSA provider will provide/request any missing information to or from the VO.

Vehicle Callback

Steps

Below are the steps for Vehicle Callback, when you have finished reviewing all elements on this slide, click "Next."

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Below are the steps for Vehicle Callback, when you have finished reviewing all elements on this slide, click "Next."

End the call, update notes, and close the case. Enter detailed notes regarding the incident, such as the dispatch of any services (police, fire, ambulance, RSA, etc.)

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Disposition the case.

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Once the call is over, the Response Specialist should close the case as usual to ensure that the call is terminated gracefully.

Vehicle Callback

Final Steps

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Vehicle Callback Recap

Toyota Connected Continuing Education

Nice work! You have completed the TCNA: Vehicle Callback Continuing Education Course.

To log your completion, you will need to complete two more steps: 1. Click on the button to the right and answer the confirmation question. 2. Complete the quiz in WSU with a passing score of 90% or above.

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If Callback Eligible Lists do not populate:

From the Cases tab, select Callback Eligible Cases from the dropdown list.

30 Minutes

Calls to the vehicle can be made within the 30 minutes after the Response Speciailst ends the original call ("graceful termination"). As the time concludes, the vehicle Callback button shows a countdown of the final seconds.

Complete the confirmation question below to log your participation for this course.

Participation Log

Callback Numbers:

US: 1-(855)-943-7767 CANADA: 1-(855)-943-7770 Mexico: 1-(833)-606-1977

Callback Call Outs:

• Calling into the vehicle can ONLY be initiated using the "Callback Vehicle" widget in Flex (dialing the MSISDN doesn't work).
• Calls to the vehicle can be made within 30 minutes after RS ends the original call.
• As the time concludes, the Vehicle Callback Button shows a countdown of the final seconds.
• After 30 minutes, the Vehicle Callback Button will be gray and inoperable.
• Once that gets to 5 minutes remaining, a countdown will be displayed.