Platinum Desk's New Phone System
Aug 9, 2000, 3:35 pm
#1
Original Poster
Join Date: Jun 2000
Location: AA Plt 2-million miler
Posts: 4,258
Platinum Desk's New Phone System
Frustrated with the AA Platinum Desk's upgraded phone system?
Here are a couple of tips to speed you through the computer voice prompts to a nearly always friendly and helpful human:
1. If your FF# contains letters, shout "Charlie Victor" rather than "CV". "Charlie Victor" gets me a human immediately. Even though I take pride in my clarity, the computer often is puzzled with my pronunciation of "CV" and prompts me to repeat.
2. If you really get frustrated, shout "Agent", as I recently learned in a petulant moment. The computer will deliver you to the next available human.
Call me old-fashioned, but I love to talk with real people.
Here are a couple of tips to speed you through the computer voice prompts to a nearly always friendly and helpful human:
1. If your FF# contains letters, shout "Charlie Victor" rather than "CV". "Charlie Victor" gets me a human immediately. Even though I take pride in my clarity, the computer often is puzzled with my pronunciation of "CV" and prompts me to repeat.
2. If you really get frustrated, shout "Agent", as I recently learned in a petulant moment. The computer will deliver you to the next available human.
Call me old-fashioned, but I love to talk with real people.
Aug 9, 2000, 4:12 pm
#2
Join Date: Dec 1999
Location: New York City, NY, USA
Programs: AA Platinum
Posts: 176
petulant, hummm I cannot quite imagine any of us ever being petulant. 
Thankfully, so far I have not had any issue with the voice actived system. What I don't understand is why there is not an option to key it in.
Thankfully, so far I have not had any issue with the voice actived system. What I don't understand is why there is not an option to key it in.
Aug 9, 2000, 4:53 pm
#3
FlyerTalk Evangelist
Join Date: May 2000
Location: أمريكا
Posts: 26,763
Acutally, you can key in your AAdvantage # and PIN # if you prefer, though the system doesn't tell you until it misunderstands you at least once.
I was just going to try the suggestions 0524 mentioned, but I got immediately connected to an agent, without the voice prompt! I had a hard time explaining that one. Anyway, I called back and used the automatated system, and the tips you gave us worked great. Thanks for your help.
I was just going to try the suggestions 0524 mentioned, but I got immediately connected to an agent, without the voice prompt! I had a hard time explaining that one. Anyway, I called back and used the automatated system, and the tips you gave us worked great. Thanks for your help.
Aug 9, 2000, 6:44 pm
#4
Join Date: Apr 2000
Location: Palm Beach/ New England
Programs: AA EXP 3MM, DL GM, Marriott Platinum
Posts: 4,382
How do you key in your AAdvantage number? When I try to do this, I get a response: "I heard touch tones!" and I am returned to the voice response system. How do you bypass this and enter the AAdvantage number via keypad, and when do you enter the PIN?
Aug 9, 2000, 8:51 pm
#5
FlyerTalk Evangelist
Join Date: May 2000
Location: أمريكا
Posts: 26,763
Normally when I call the Platinum line and press 3 (to speak to a rep) it says "Please say your AAdvantage Number." If it doesn't recognize what I said, then it normally says something like "Please say your AAdvantage Number or enter your AAdvantage number and PIN." You can also enter your number and PIN at the first prompt, you don't have to wait for it to not recognize you.
I think in your case, you're talking about the automated system for upgrades, etc. (option 2). That system never understands me when I say my AAdvantage number, and does not allow you to type it in, I have no idea why. So we're out of luck on that!
Interestingly, both times I called AAdvantage today, it put me directly through to an agent, it didn't ask for my AAdvantage number. I actually prefer that they get my number before I speak to someone. I may be alone on this issue, but I like them to know who I am as soon as we start speaking, it saves me time, and the system can give priority to people with actual elite status, not just whomever has the phone number.
d
[This message has been edited by Doppy (edited 08-09-2000).]
[This message has been edited by Doppy (edited 08-09-2000).]
I think in your case, you're talking about the automated system for upgrades, etc. (option 2). That system never understands me when I say my AAdvantage number, and does not allow you to type it in, I have no idea why. So we're out of luck on that!
Interestingly, both times I called AAdvantage today, it put me directly through to an agent, it didn't ask for my AAdvantage number. I actually prefer that they get my number before I speak to someone. I may be alone on this issue, but I like them to know who I am as soon as we start speaking, it saves me time, and the system can give priority to people with actual elite status, not just whomever has the phone number.
d
[This message has been edited by Doppy (edited 08-09-2000).]
[This message has been edited by Doppy (edited 08-09-2000).]