Business Rules for Call Center Operations

Business Rules for Call Center Operations

It shall be the policy of Missouri One Call System, Inc. to implement the following:

County Boundaries

• Locate requests continuing into two or more counties require a request for each county.

Municipal Boundaries

• Locate requests continuing into two or more municipal boundaries require a request for each municipality.
• Locate request starting or ending in a municipality will use municipality business rules. It has been found that members receiving notifications with a neighboring municipality listed, yet with excavation continuing into their municipality, are discarding the notification. In the interest of safety the practice of a notification for all municipalities is suggested until further notice.

Routes

• One half mile within city boundaries.
• One mile outside city boundaries.
• Minimum length of a route is ten feet.
• Minimum of ten feet either side of the route.
• Maximum of fifty feet either side of the route.
• Route has to be continuous.
• Only one route will be permitted on a notification to the membership.

Circles

• Ten foot minimum radius.
• One hundred foot maximum radius.
• Not more than ten circles within one half mile, measured distance, within city boundaries.
• Not more than twenty circles within one mile, measured distance, outside city boundaries.
• Not to exceed 300′ distance between any 2 circle entities.

Parcels

• The selection of a parcel results in the entire parcel selected extended to the street centerline to cover utility easements.
• Dialogue is presented to allow user to select front/rear/side of parcel or to enter custom marking instructions.
• Custom marking instructions will force the ticket to internal review.
• Tiered review system will allow for trusted users.
• No more than ten parcels within a 500 foot measured distance will be allowed.

Polygons

• User enters marking instructions that correspond to locations specified in excavation entity mapping.
• Conditional Review of polygon tickets will be applied.
• Tiered review system will allow for trusted users.

Emergency Ticket Transfer

• Functionality only available to member utilities of Missouri One Call that made the original locate request.
• All ticket transfers must occur before excavation begins.
• This process is an administrative function; all ticket information other than excavator contact information remains intact.
• Only excavator contact information fields can be modified.
• User must have same contact phone or company name as the original ticket in order to transfer.
• User specifies ticket to transfer, verifies location of work information, and updates excavator contact information by providing recipient phone number.
• Remark “The excavator information on this ticket has changed.” is added to the ticket.
• All statuses follow the ticket as it’s retransmitted to the notified utility members.
• Original Excavator no longer has a ticket.
• Ticket remains searchable by ticket number with the most recent excavator information presented.

Emergency Internet Ticketing

• Users who have completed 40 good tickets in ITIC NextGen and have taken the NextGen Training Course with OCC will be allowed to create emergency locate requests via ITIC.
• This ability can be revoked if invalid tickets are submitted.

Only one type of location entity will be permitted on a notification to the membership.

Business rules may be changed by action of the Board of Directors as warranted by the membership, to the ability of programming.