Caller Information Tab Fields

The Caller Information tab contains information related to the caller and can be populated several ways.

• Call Time: Use the calendar icon or enter the date and time of when the call was placed.
• Caller Type: Select the caller type from the drop-down list.
• Title: Select a title from the drop-down list if needed. Titles are defined in Designer under Preferences > Service Request > Caller Title Values.
• Account: Enter a corresponding account number. This field automatically populates when a first or last name is selected.
• First Name: Enter one to three letters of the customer's first name. A list opens providing the user several name options. Select the appropriate name.
• Last Name: Enter one to three letters of the customer's last name. A list opens providing the user several name options. Select the appropriate name.
• Address: Enter the caller's address.
• Apt Number: Enter an apartment number if applicable.
• City: Enter the city for the address.
• District: Select a district from the drop-down list.
• State: Enter the state for the address.
• Zip Code: Enter the zip code for the address.
• Copy to Incident: Click to copy the information to the Incident Information tab.
• Day Phone: Enter a day phone number.
• Work Phone: Enter the caller's work phone number.
• Cell Phone: Enter the caller's cell phone number.
• Other Phone: Enter another phone number for the caller.
• Email: Enter the caller's email.
• Fax: Enter a fax number.
• On-site?: Select if the service request is for the address the caller is calling from.
• On-site Date: Enter the date the crew was on the site or select it using the calendar.
• Call the customer back?: Select if the customer needs to be called back.
• Callback Date: Enter the date the customer is called back or select it using the calendar.
• Caller Information: Enter any additional information about the caller. This field may automatically populate when a caller is selected to add to the service request.

NOTE: This works when users select a caller based on the customer account information and all the caller fields are automatically populated.

• Owner?: Select if the caller is the owner of the property.
• Follow-up Call?: Depending on how your organization has decided to use this check box, select to note that a follow-up call is needed, or that a follow-up call has been made. This field can be searched to show you what service requests need a follow-up call.
• Search: Click to search for the caller.

NOTE: If you enter criteria in the Account or Last Name fields and press Enter, a list of matching callers shows in the Caller Lookup section. Once you select a caller, you can search for other callers with the same last name by clicking the Last Name field and pressing Enter. To add the Account panel to the service request, see Display Data from the CustomerAccountData Table on a Service Request on MyCityworks.