BootView
LiveVox
Slack/Escalations Chat
Wiki
General
100
These are the 3 possible colors of flags in BootView.
Green, Orange and Red
100
What is wrong with this image?
"Call using computer" should be unchecked
100
If a motorist needs to get a callback, this is where should it be posted.
In the callback room in slack
100
Mr. Pickle's registration has expired and his car has been booted. He cannot renew the registration without an inspection. How can we help him?
Advise him that his car must be towed and he has to visit the AAO in order to get his registration renewed following an inspection. [see the Wiki "Registration Expired."]
100
Mr. Skittles calls in screaming that he just went to get a coffee and came back to find his vehicle booted. He says he's never had a booted vehicle before. You pull up his record and see that it is orange. What exactly does this mean?
An orange flag means that the license plate has more than one collection attempt associated with it.
200
These are the two ways we can verify we have pulled up the right account in BV.
License plate number, make and model of the vehicle
200
In the middle of the phone screen, there is a section with the time. What does CIP, Hold and Rem mean?
Call in Progress, Hold time and Remaining
200
2 types of vehicles that should NOT be booted
Unmarked police vehicles and vehicles with valid handicap permissions
200
This is the fastest way on the Wiki to get to the script
The bubble with the green phone.
200
Ms. Quack called in and made a full payment on her record. Once I let her know that she will be charged $500 if the boot is damaged, she lets me know she plans to throw it in the Hudson. Ms. Quack has done this.
Made a boot threat
300
We are quoting this price to a motorist who is paying over the phone.
$682.16
300
What MUST you do in LiveVox if you are manually taking the credit card number from the motorist?
Pause the recording of the call
300
This is the quickest way to get in touch with Escalations from the Wiki
From most pages, there is a bubble that says "Chat with a Specialist."
On the main Wiki page, the orange bubble
300
For ease of access, all the info in Wiki is placed in this order
Alphabetical
300
What steps would you take to assist this motorist?
Reads through the notes fully. If nothing else is impeding payment, advise them to send in all documents to forms@bootreleaseline.com. Once all documents have been verified, payment can be taken
400
Once you've pulled up a motorist's record, these are the steps you must take before taking payment.
Check the following:
- All Flag Alerts
- Customer Reference Number appears in the [Attempt Summary] section of BootView
- VIN appears in the [Attempt Summary] section
- Any additional VIN notes
- Duplicate fees
- Duplicate tickets
- Payments made before the vehicle was booted. (Imported Payment)
- Vehicle record status and boot status (i.e. booted, runaway, queued for tow etc.)
- Read all record notes to check for special directives, scenarios, or issues (Imported and Manual Notes)
- Hit Refresh Bills (BOTH boot/tow record when applicable i.e. before the payment screen)
400
How do you make an outgoing call with LiveVox?
Enter Phone Number, then hit the telephone on the bottom right. Enter the account number when prompted.
400
True or false. We can post whatever we want in Slack. It is our own personal IM database. No one can see your chats and only BootView records are subpoenaed in legal matters.
False. Be careful what you post in any program used on your work computers. They can be viewed by management for any reason and chats can definitely be subpoenaed.
400
You can find all General Information on this page of the wiki
The Main Menu page
400
This is the minimum amount this motorist would have to make to put a tow delay on his vehicle.
($1460.24)/2 = $730.12
500
A motorist calls in to make a payment and you refresh the account, only to find that the registration is now suspended. Which option do you select and what do you advise the motorist to do?
Select "Queued for Tow" and advise the motorist that their vehicle will be towed and they must go to the AAO for further assistance
500
When taking a payment from the motorist using the dial pad on their phone, how much time do they have to press each key? And how many times should you attempt to take payment using the keypad before taking the number yourself?
5 seconds each
2 attempts
500
A tow truck has been dispatched to Mr. Beaver's vehicle (Tow Dispatched) and he calls in wanting to make a payment. His record is green and we see that there are no flags or notes impeding payment. 1. Will Mr. Beaver have to pay a tow fee? 2. What steps do we take to help him? (Hint: 3 steps)
Create a "Call Start" note so dispatch will know that he is on the phone and will possibly be making a payment. Change the status of the boot to "Booted" if he is making a payment. Depending on the situation, start a slack chat with dispatch to alert them that he is possibly making a payment.
Mr. Beaver will have to pay the tow dispatched fee.
500
This is a full explanation of the difference between Registration Suspension and Registration Suspended 5 in 12.
Regular suspension could be as a result of the insurance not being paid. The vehicle is queued for tow and the motorist must visit the AAO, unless the Back Office can verify that the suspension has been lifted.
Registration Suspended 5 in 12 means that the motorist got 5 tickets in the space of 12 months. Payment CANNOT be collected unless the motorist makes a payment by 6 pm on the day the vehicle was booted. Once the tickets have been paid in full at the Walk in Location, the motorist must obtain a Clearance Letter to lift the suspension with the DMV.
500
Mr. Freshboy's vehicle has been towed. He acknowledges that it makes more sense to let it be auctioned, but he wants to retrieve his personal belongings. This is where you direct him to get the full list of what he can take from the vehicle.
Registered Owner – To pick up the Property Release Form at the Marshal’s Office must bring a valid Driver’s License.
Third Party – To pick up the Property Release Form at the Office must bring valid Driver’s License and a notarized authorization letter to the Marshal's Office.
- Look for the Enforcement Officer Name
- Provide motorist with the applicable directives mentioned on the Marshal’s list, ( i.e., Visit the office or call to request Property Release Form)