Manual Callout Rules

Manual callout rules determine which tickets need a manual phone call (from someone at your company) as the positive response to the excavator. The phone number manually called is the one from the ticket. There are three rules:

  1. Ticket Type
  2. Ticket Type Category
  3. The kind of phone number on the one call center ticket

Manual callout rules apply in two situations:

  1. Whenever a positive response uses phone numbers (not email, fax, or SMS text message)
  2. If set as the last resort, manual callout rules apply after all response options have been tried (phone, email, fax, or SMS text message)

When tickets match a manual callout rule, they are put into the Manual Callout Summary to be viewed and worked (System Management ( ) > Administration > Communication > Transmissions > Manual Callout).

  1. On the top menu bar, click System Management ( ) > Administration > Ticket Management > Manual Callout Rules
  2. On the Manual Callout Rules for Positive Response to Excavators page, click Modify Manual Callout Rules

  3. On the Modify Manual Callout Rules for Positive Response to Excavators page, set up the rules:

     

    Rule Description
    Use Manual Callout Instead of Automated Phone Call  
    The phone number has an extension If the phone number on the ticket has an extension, then the manual callout rule is applied
    The phone number is toll free If the phone number on the ticket is toll free, then the manual callout rule is applied
    Use manual callout for tickets that have ticket types / categories specified below  
    Only if a phone number is provided on the ticket Use manual callout, but only if the ticket has a phone number. Leave unchecked to apply manual callout rules regardless of whether the ticket has a phone number
    Ticket Type Based on ticket type provided by the One Call Center. If a ticket matches the ticket type, then the manual callout rule applies
    Ticket Type Categories

    The standard ticket type categories:

    • Aerial
    • Damaged Utility
    • Design
    • Emergency
    • Meet
    • Recall
    • Regular
    • Revision
    • Short

    If a ticket matches the ticket type category, then the manual callout rule applies
    Use manual callout as the last resort If all methods of positive response to the excavator have been tried (phone, email, fax, or SMS text message), then use manual callout
    Only if a phone number is provided on the ticket If all methods of positive response to the excavator have been tried (phone, email, fax, or SMS text message), then use manual callout, but only if the ticket has a phone number. Leave unchecked to apply manual callout rules regardless of whether the ticket has a phone number

     

  4. Click Save