Callback numbers are an optional feature. Use them in positive responses to excavators to send the phone number of a contact at the locator.
Locators work for the company/member, either on staff (Users) or as Contractors. To include a callback phone number in a response, the number must be added to at least one of these places in the table:
| Callback number of: | Use for | How to Add Callback Number |
| Contractor (locator) | Contract locators | Contractors |
| Excavator positive response setting | The One Call Center member office (or the locator, depending on local practice). This number will probably differ from those for contractors, users, and folders. A registration code can link to one excavator positive response setting (see Registration Code Detail > Select an Excavator Positive Response Setting) | Excavator Positive Response Settings |
| Folder (Containing the ticket) used by locator | Not for the user the ticket was assigned to. The office or supervisor at the One Call Center member or the locator | Folders |
| Message Template | Ticket Linkable Fields: Company Callback Number: Callback phone number of member company Callback: Callback phone number of locator | Message Templates |
| User (locator) | User the ticket was assigned to at the One Call Center member company or the locator | Users |
The system allows a single callback number or different ones throughout the system. Follow local practice.
The system decides which callback number to use by checking the status of the ticket, then looking at the available callback numbers:
- On the top menu bar, click System Management (
) > Administration > General > Users - On the User Summary page, find and select the user
- On the User Detail page, click Modify this User
- On the Modify a User page, in the Ticket Manager Options section, in the Callback Number field, type the phone number
- Optional. In the Ticket Assignment Profile list, choose a profile, if used by your company
- Click Save
- On the top menu bar, click System Management (
) > Administration > General > Contractors - On the Contractor Summary page, find and select the user
- On the Contractor Details page, click Modify this Contractor
- On the Modify a Contractor page, in the Ticket Manager Information section, in the Callback Number field, type the phone number
- Click Save
- On the top menu bar, click System Management (
) > Administration > General > Folders - On the Folder Summary page, find and select the folder
- On the Folder Detail page, click Modify this Folder
- On the Modify a Folder page, in the Positive Response section, in the Callback Number field, type the phone number
- Click Save
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article