Customer Call

Available in Responder Web Browser.

The Customer Call form provides operators with the means to log new calls from customers. Critical customers are indicated in the Critical field with red text (e.g., Residential Medical, Medical Care Facility, Emergency Responder). When a call is logged, Responder analyzes the existing incidents and adds the call as appropriate. The call can be added to an existing incident or a new incident.

In the Responder Web Browser, select the Customer Service section.
Click Customer Call.

The Customer Call page opens.
Type a value into one of the fields and click Search (or press Enter on the keyboard) to locate a specific customer.
TIP:
- Either the First Name or Last Name field must have search criteria. You can provide an entire name or address, for example, or just a few characters.
- If no records match your search criteria, a ‘No Customers Found’ message appears at the top of the form. To clear the form and perform another search, click Clear.
- If multiple records fit the search criteria, Responder returns a grid displaying the found set of customer records. Click Select for the customer that you want to view. If you have selected the wrong customer, click Return to Search Results to view the search results again. Click Cancel to clear the search results and perform another search.
- Incidents cannot be created for customers who are disconnected. If a disconnected customer is selected, the Submit button remains disabled.
Customer information appears on the Customer Call page. If a call has already been received from this customer (and an incident exists), any comments from the first call-taker are displayed in the Remarks field.

When an estimated restoration time is assigned to the incident, it displays Restoration Estimate and the time toward the top right of the browser. If no estimate is displayed there, the incident doesn’t have an estimate assigned to it yet.

If the Dispatcher included any comments in the Dispatcher Remarks textbox in Responder Explorer, those comments are display as a tooltip next to Member of Incident.
If you are using ArcGIS for Server/ArcFM Server, you may see a Map button next to the customer's address; click this button to open a map window that displays the customer's location.
To close this window, click the red X in the upper right corner.
Select the appropriate values in the Trouble, Hazard(s), and Cause drop-down lists.

If you select any value in the Trouble field except No Power, the call is treated as a non-outage. All calls with a Cause of non-outage have null outage times.

TIP: If a selected customer has a Connect Status of Disconnect - Non Pay, the Trouble field displays only an option of <None>. Your administrator can perform an optional configuration to add values to this field. By default, however, NonPay customers can have a trouble value of <None>, which allows them to report hazards.
If you selected a Hazard, the Public Safety field becomes enabled; select a radio button to indicate whether public safety officials are on site.

TIP: Outage calls with hazards submit two calls: one for the hazard and one for the outage, both of which can be managed separately. They can also be combined with normal tools, such as the Consolidate tool.
Type any additional information and remarks, if necessary.
If the customer requests a callback, select the Callback Requested checkbox.

You can update the customer's phone contact information. To indicate the customer’s preferred callback number, select the radio button next to the preferred number.

TIP: The area code of a phone number cannot begin with a 1 or 0.
If a customer indicates that the call is urgent, or if his or her situation qualifies as urgent based on company policy, mark the call as Urgent Call.
View customer history using the Previous Calls tab or incident history with the Previous Incidents tab.

An Outage Duration value of 0 on the Previous Incidents tab indicates that the customer was part of an incident, but not an outage.
Do one of the following:
- To return the web browser to the Customer Call search page with a note indicating that the previous call was submitted, click Submit.
- To return the web browser to the Customer Call search page with a note indicating that the pervious call was cancelled, click Cancel.