Page 24 - Change suggested

Checking for Understanding Activity (interactive polling “raise hands”)

 There are certain types of calls CAC agents will transfer to you:
1. All questions related to obtaining or replacing a Navigation Disc, should be referred to
the Navigation Disc Update Center.
a. Availability of Updates

b. Navigation Disc Updates
c. Obtaining a Disc Update
2. Calls from Canadian vehicle owners will be handled by the Canadian Navigation
Support.

a. If a customer enters a Canadian phone number when prompted in the menu,
they will be transferred to the Canadian Navigation Support automatically.
b. In the event the customer reaches Tier 1 and identifies themselves as a
Canadian vehicle owner, the Tier 1 agent should cold transfer the customer to
Canadian Navigation Support.

Key Point

If a call involves destination download from OnStar, the agent must resolve the problem using
resources other than OnStar. Under no circumstances should an agent attempt to transfer
the call to OnStar for a navigation issue.
After the OnStar system downloads the destination into the vehicle’s navigation system, it
leaves the OnStar hardware completely. The cancellation of routes or destinations or any
other modification is performed by the customer using keys on their navigation unit.

Page24