PAM Troubleshooting & Exchange Ticket Process
1. Agent receives phone call regarding client PAM device ‘not transmitting data’ –this means it is potentially Bluetooth related / reporting related / data transmission to PO related etc:
IF DURING CRT BUSINESS HOURS the agent should proceed with transferring the client to CRT for troubleshooting and resolution.
IF AFTER CRT BUSINESS HOURS the agent should proceed with submitting a UTR ticket to CRT and advise the client a Pam Reporting specialist will reach out to them within 2 business days.
OR
2. Agent receives phone call regarding any other PAM need such as regular appointment
scheduling / customer service / physical damage to the device or anything else that is not related to reporting and data transmission (as detailed above):
Agents should proceed with sending an SCS Pam Exchange Request ONLY if the device is stated to be physically damaged and inoperable. Agents should NOT send PAM exchange tickets for any other reason, as internal troubleshooting should be completed through CRT first.
If the call is not related to physical damage but rather a general support or customer service call, the agent shall proceed as usual with assisting the client and scheduling an appointment at their service center, if applicable.
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