Caller Identification and Lookup
When a caller contacts the center, the system begins by checking the phone number:
- If a match is found – Caller details are automatically pulled into the ticket entry form, saving time and reducing data entry.
- If no match is found – The system provides company search suggestions, or the operator can manually enter caller and company information.
Once identified, the system assigns a caller type (such as homeowner, professional excavator, or contractor). This classification determines what happens next.
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