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Changes to Requests Submitted by Phone

Attention Users

Changes to Requests Submitted by Phone

 

Effective March 2019, Ontario One Call will be moving any requests without a single civic to the web. Any requests that contain more than one civic, or have no civic associated will not be processed over the phone.

 

What is changing?

Any requests from professional contractors that contain more than one civic, or have no civic associated will not be processed over the phone.

What if I have a civic that is near my dig site?

Ontario One Call will not accept requests where the dig is not occurring directly on the property associated with the civic provided.  Providing such information to an Agent increases the risk of the map selection they create not matching the dig location, therefore, infrastructure owners may not be notified of the dig properly and damages or injury may occur as a result. The excavators are responsible for providing accurate information for the creation of the request.

 

What if I can’t find my dig location in the map?

We are here to help, Ontario One Call will have a support line to assist excavators, however, tickets will not be processed by Agents on the phone.

For more in-depth training or assistance please contact us by emailing solutions@on1call.com.

 

Why is this changing?

Since the introduction of a new notification system, each request is accompanied by a ‘map selection’, whether the request is made online or by phone.

When the request is made by phone, Ontario One Call Agents have a decreased opportunity to map the dig location appropriately, especially where a civic # is not available or provided. Meaning these map selections are often larger than necessary and notify more infrastructure owners than may be required.

The benefits of this change include;

  • Improved accuracy through drawing on a satellite image;
  • Greater opportunity to decrease the amount of locates excavators need to wait for based on the accuracy of the map selection created;
  • Better control for the excavator over the locate request process;
    • Ease of creating requests quickly and efficiently;
    • Greater visibility into the status of the locate through web portal functions.

 

Regards,

Ontario One Call

Scheduled System Maintenance June 21st, 2018

Attention Users

Scheduled System Maintenance

 

Begining 8:00 PM (EST) Thursday, June 21st, 2018 until 4:00 AM Friday, June, 22nd; Ontario One Call will be performing maintenance on its information technology systems.

 

During this time we will only accept emergency locate requests via telephone and dispatch via a manual process.

Call 1-800-400-2255

The following services will not be available during the maintenance window.

– Web Portal

– Contractor Bridge

360 feedback (TCP/IP and Webservice)

– Corporate Website

– Maps on the web

– Subscriptions on the web

– Ontario One Calls Mailing list

 

Regards,

Ontario One Call

Scheduled System Maintenance June 14th, 2018

Attention Users

Scheduled System Maintenance

 

On Thursday, June 14th, 2018 starting at 8:00 PM and lasting up to 12:00 AM (midnight EST) Ontario One Call will be performing maintenance on its information technology systems.

 

During this time we will only accept emergency locate requests via telephone and dispatch via a manual process.

Call 1-800-400-2255

The following services will not be available during the maintenance window.

– Web Portal

– Contractor Bridge

360 feedback (TCP/IP and Webservice)

– Corporate Website

– Maps on the web

– Subscriptions on the web

– Ontario One Calls Mailing list

 

Regards,

Ontario One Call

Changes to Priority Level Requests – Additional Information

Attention System Users

Changes to Priority Level Requests – Additional Information

 

Effective August 16th 2018 Ontario One Call will be changing the way in which Priority requests are handled. 

 

What is changing?

Ontario One Call currently has several Priority Levels that are used when callers provide less than 5 business days’ notice on their work to begin date. These levels, Priority 1 – 4, will now become a ‘Standard’ status.

 

Comparative list: Current to Future Priority Levels

Current List of Priorities – Before August 2018

Future List – Beginning August 2018

Member’s Time to respond

Emergency

Emergency

2 hours

Priority 0 – deferred emergency, used only at the discretion of Ontario One Call

Priority 0 – deferred emergency used only at the discretion of Ontario One Call

Up to 5 business days, courtesy quicker response

Standard

Standard

Up to 5 business days

Sewer Lateral

Sewer Lateral

2 hours

Design and Planning

Design and Planning

No mandatory time frame

Priority 1

Standard

Up to 5 business days

Priority 2

Standard

Up to 5 business days

Priority 3

Standard

Up to 5 business days

Priority 4

Standard

Up to 5 business days

 

What is a Priority 0:

A Priority 0 is a circumstance where a two-hour response may not be necessary or appropriate, but where the impact on people or businesses would cause significant hardship if not addressed promptly.  Members may provide a response within 24 business hours, however are not obligated to under the law. 

A Priority 0 may be provided on a locate request, at the discretion of Ontario One Call considering all the information provided by the caller. The information provided will be evaluated on a per case basis with the organizations’ supervisors, as may be required.

 

Regards,

Ontario One Call

March 8th 2018 – Web Portal Update

On March 8th 2018 Ontario One Call installed an update for its online services.  To ensure you have the best experience please be sure you are using a current stable release web browser and that you have cleared your web browsers cache (temporary files).

Changes to Ontario One Call’s Ticket Submission by Phone

Attention System Users

Changes to Ontario One Call’s Ticket Submission by Phone

 

Effective April 2, 2018, Ontario One Call will be migrating the multiple request phone queues for locate requests to the web.

Please read the following bulletin carefully for important information.

 

What is changing?

Phone queue migration for Contractors:

Late in 2017, Ontario One Call announced plans to migrate professional contractors entirely to the web platform for spring of 2018.  However, with the decision to add further improvements and to allow for a transition period for our users this change will be phased in over time. 

Effective April 2, 2018 the multiple request will no longer be available by phone. Excavators who wish to submit more than one ticket simultaneously will be required to use the web portal.

 

What doesn’t change?

Single ticket requests, homeowner requests and legitimate emergency requests will continue to be available for processing by phone at 1-800-400-2255 for all requestors.

 

How can I prepare for this change?

Ontario One Call is dedicated in supporting you through this transition. 

We know that people have different comfort levels with technology, and for many people this will be a change in how they do this part of their job. 

That’s why we’re giving plenty of advance notice and making sure everyone has opportunities to adapt to the new requirements. 

You can begin using the Web Portal today;

https://www.on1call.com/webportalnewuser/

 

Familiarize yourself with this process over the next few months by doing the following:

 

 

 

  • Contact solutions@on1call.com to better understand how to process locate requests through Ontario One Call’s Web Portal. Support will be available for excavators throughout the transition.

 

Regards,

Ontario One Call

Web Portal Mapping Resolved

On Dec 30th at approximately 7 AM the web mapping tools in our web portal went down, At 10:18 AM the mapping tools were restored.

Scheduled Maintenance Dec 3rd 2017

Attention Users

Maintenance Scheduled Down-Time

 

On Dec3rd, 2017 starting at 7:00 PM and lasting up to 12:00 AM (midnight EST) Ontario One Call will be performing maintenance on its information technology systems.

During this time we will only accept emergency locate requests via telephone and dispatch via a manual process.

Call 1-800-400-2255

The following services will not be available during the maintenance window.

– Web Portal

– Contractor Bridge

360 feedback (TCP/IP and Webservice)

– Corporate Website

– Maps on the web

– Subscriptions on the web

Regards,

Ontario One Call

New Change – Suspended Web Ticket Communication

Attention System Users

 

Effective December 4, 2017, Ontario One Call will be sending out emails regarding tickets created on the Web by excavators, whenever there is a need to alter or confirm any of the information.

Please read the following bulletin carefully for important information.

Training will be provided in November, so stay tuned for training registration emails!

 

Why are we changing?

Currently, a change can only occur on a ticket if an Ontario One Call Agent is able to reach the excavator by phone and have a verbal confirmation of the changes to be made.  If the excavator is not reachable within 3 business days by phone, tickets are removed from the system and have to be re-created at a later time by the excavator.

The goal of this change is to;

  • Decrease excavators’ wait times for the processing of a suspended ticket by Ontario One Call
  • Remove the potential for duplicating work
  • Provide the excavator more flexibility to alter the information on their ticket

 

What is changing?

Currently, Ontario One Call will phone an excavator if there is an issue with a ticket submitted through the Web Portal.

Beginning December 4th, 2017, Ontario One Call agents will send out an email explaining the issue, with a link directly to the ticket in the body of the email. The excavator will be able to make changes to their ticket with a click, at any time of the day.

Please note that any tickets that are not corrected within 3 business days from the time the email is sent, will be voided.  If the excavator has any questions about the email, a phone number will be provided within the body of the email.

 

 

What will the email look like?

The email will be in a standard format, with the ticket number, and a link directly to the web portal. It will note the reason why the ticket was not able to be processed.

 

How do I make sure I get these emails?

Provide a valid and regularly checked email address with your locate request.

If you don’t receive a confirmation or a web clarification request from the web portal after 24 hours please contact Ontario One Call at 1-800-400-2255 to validate your email address.

Ensure you have whitelisted or added solutions@on1call.com and donotreply@on1call.com to your safe senders list and check your junk mail folder if you haven’t received an email from Ontario One Call.

 

Regards,

Ontario One Call

New Changes – Confirmation form for Excavators

Attention System Users

New Changes – Confirmation form for Excavators

 

Effective December 4, 2017, Ontario One Call will be changing the look of the confirmation form sent to excavators by email.

Please read the following bulletin carefully for important information.

 

Why are we changing?

The current method of sending ticket information to excavators can be challenging to read and Ontario One Call is working toward a more improved method of sending out documentation.

 

What is changing?

The emails will now be received in HTML format with images attached in the body of the email.

Images include statellite/aerial imagery from Ontario One Call, as well as sketches directly from the excavator.

 

What will the email look like?

The email will be in HTML format, and will include all of the information submitted by the excavator, including their map selection over Ontario One Call’s aerial image, and any additional sketches they may have provided:

Below is a partial sample of the new look of the confirmation form:

 

 

How do I make sure I get these emails?

Provide a valid email address with locate your request, if you don’t receive a confirmation after 24 hours please contact Ontario One Call at 1-800-400-2255 to validate your email address.

Ensure you have whitelisted or added solutions@on1call.com to your safe senders list and check your junk mail folder if you haven’t received an email from Ontario One Call.

 

Regards,

Ontario One Call