Versions Compared

Version Old Version 22 New Version Current
Changes made by

Chellie Esters

Lamont Eddins

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.
You can use

You can use the telephone (or IVR System) to update the status of a work order via a check in and check out process while at your job site.

Tip

You can also use ServiceChannel Provider Mobile to check in and out of work orders.

Before calling into the IVR System, be sure to have the following information (found in the service request email):

  1. IVR phone number

  2. IVR pin number

  3. Tracking number, Work Order number or Service ID

Checking In and Out of Work Orders

Panel
bgColor#F9F9F9
titleColor#2970CA
titleBGColor#EAEAEA
borderStylenone
title⦿ How to Check In to a Work Order

  1. Dial 1-516-500-7776

  2. Enter IVR/ PIN #

  3. Enter the Work Order #

  4. Press the pound sign (#) to confirm number or zero (0) to re-enter

  5. The IVR system will indicate your successful check-in and provide the date & time. Check-in will change the status to "In Progress/On Site". This will be the status until you check-out.


Panel
bgColor#F9F9F9
titleColor#2970CA
titleBGColor#EAEAEA
borderStylenone
title⦿ How to Check Out of a Work Order

  1. Dial 1-516-500-7776

  2. Enter IVR/PIN #

  3. Enter Work Order #

  4. Press pound sign (#) to confirm number or zero (0) to re-enter

  5. You will be asked to select job status:

    • Press one (1) if job is complete

    • Press two (2) if job is not complete and requires authorization, for demand tickets

    • Press two (2) if job is completed but additional work found, for PM tickets

    • Press three (3) if job is not complete and requires parts

    • Press four (4) if job is not complete and requires a follow-up visit

  6. Press pound (#) to confirm the job or zero (0) to re-enter the job

  7. The IVR system will provide you with a check-out date, time and authorization number

  8. The IVR system will ask you for the number of techs on site

Checking out of Work Orders for Refrigerant Tracking

Service Providers who are required to track refrigerant use may do so using the IVR system. Tracking refrigerant use occurs when you check out of a work order.

Note

To use this feature, contact ServiceChannel to have it turned on for your company.


Panel
bgColor#F9F9F9
titleColor#2970CA
titleBGColor#EAEAEA
borderStylenone
title⦿ How to Check Out of a Refrigerant Work Order

  1. Dial 1-516-500-7776

  2. Enter IVR/PIN #

  3. Enter Work Order #

  4. Press pound sign (#) to confirm number or zero (0) to re-enter

  5. You will be asked to select job status:

    • Press one (1) if job is complete

      • You will be asked if the job required Refrigerants

        • If Yes, then you will be asked to enter the number of pounds used, then

          • you will be asked if the refrigerants used came from the client or vendor

        • If No, you will jump to step # 6, below

    • Press two (2) if job is not complete and requires authorization, for demand tickets

    • Press three (3) if job is not complete and requires parts

    • Press four (4) if job is not complete and requires a follow-up visit

  6. Press pound (#) to confirm the job or zero (0) to re-enter the job

  7. The IVR system will provide you with a check-out date, time and authorization number

  8. The IVR system will ask you for the number of techs on site

Dialing Into the IVR System

  1. You will hear the greeting.

  2. You will be prompted to choose your language preference.

    Note

    English is the default language. See IVR Language Support, below, to find the options for other languages.


  3. You will be reminded The system will remind you to follow every entry / answer by pressing #.

  4. You can speak to an Operator at anytime by pressing *.by pressing *.

  5. You will be asked to dial:
    1. 855-269-6471 for Assistance ( this includes Checking In and Checking Out of Work Orders) 
    2. 855-269-6515 for Training Request

  6. You will be prompted to enter your Unique Pin Number.

  7. You will be prompted to enter your Work Order Number.  (Tracking Number, Work Order Number or Service ID Number can be used.)

  8. Depending on the status and type of Work Order, you may be prompted to perform one or more of the following functions: Check-In or Check-Out.

    1. Check-In will be available if the Work Order is not in the Status "In Progress" / "On Site", then IVR will Check-In the Work Order.

    2. Check-Out will be available if the Work Order is in the Status "In Progress" / "On Site", then the IVR will Check-Out this Work Order. (The exception is when the last Check-In date and time is more than 24 hours ago.  This indicates that the technician forgot to Check-Out, and the current call should allow the technician to Check-In again.)

      1. 4 standard options are available on the Check-Out:

        1. If the Job is complete - Press "1".

        2. If the Job is not complete and requires authorization - Press "2".

        3. If the Job is not complete and requires parts - Press "3".

        4. If the Job is not complete and requires follow-up visit - Press "4".

Anchor
IVRLanguageSupport
IVRLanguageSupport
IVR Language Support

Excerpt
nameIVRLanguages

ServiceChannel's IVR system supports the following languages:

English (Select Option 1) [default]
Cantonese
Turkish (Select Option
8
10)
Czech
Polish (Select Option
16)Arabic (Select Option 23
18)
Spanish (Select Option 2 or 9)
Turkish
Portuguese (Select Option
10
11)
Hebrew
Hungarian (Select Option
17
19)
French (Select Option 3)
Portuguese
Korean (Select Option
11
12)
Polish
Romanian (Select Option
18
20)
German (Select Option 4)
Korean
Thai (Select Option
12
13)
Hungarian
Dutch (Select Option
19
21)
Italian (Select Option 5)
Thai
Tamil (Select Option
13
14)
Romanian
Greek (Select Option
20
22)
Japanese (Select Option 6)
Tamil
Russian (Select Option
14
15)
Dutch
Arabic (Select Option
21
23)
Mandarin (Select Option
7
7)Czech (Select Option 16)
Russian

Cantonese (Select Option
15
8)
Greek
Hebrew (Select Option
22
17)


IVR Toll-Free Numbers

Info

(United States only) A unique, toll-free, number can be created upon request.


Excerpt
nameIVRNumbers


CountryIVR Number
CountryIVR Number
United States


Warning

Phone numbers marked with a † are NOT Toll Free numbers (additional charges may apply). You may incur charges by your local carrier.


United States † (continental)

1-516-500-7776

1-516-200-3363


Ireland1800817245
United States
(Puerto Rico)

1-877-322-4680


Israel01801227258
Canada (continental)

(+1) 833-

516

511-

500-7776

1-516-200-3363

0025


Italy800177856
Canada (NB, local) †1-506-300-3307
Japan0120190431
Canada (ON, local) †1-647-496-1288
Korea (South)
03084910136
003084910136


Luxembourg80027912
Argentina08006663009
Macau
0800454

0800139

Australia(+61) 1800316773
Malaysia1800815571
Austria0800291875
Mexico018002694559
Belgium080026062
Netherlands08000221774
Belgium
(national local)
78483801
 †(+32) 3278483801
New Zealand

0800002396

Brazil08008782424
Norway0080016692

Norway †

(+46) 020889819 (SE)

(+44) 8081648944 (UK)

(+48) 732070277 (PL)

Chile0800914359
Poland008001113990China (Northern)108007131196
108007131483

Philippines

(+63) 1800-1-5500073

China (National) †(+86) 04001203493
(+86) 04001203494
Poland †(+48) 732070277 (mobile)
Colombia018005190644
Portugal800180144
China (Southern)108001301165
108001301467(+86) 04001203493
(+86) 04001203494
Croatia0800200353
Romania
0800630032China (National)
0800476044
Czech Republic800500371
Russian Federation88001009284
Colombia
Denmark
018005180538
80826061
Singapore
8001301862Croatia0800200353Spain
8003211236
El Salvador (local) †(+503) 21139437
Spain(+34) 900983426
France(+
34
33)
 900983426 Czech Republic800500371
0805084237
Sweden(+46) 020889819
Denmark
Germany
80826061(+33) 0805084237

08007241074


Switzerland
(Zurich, local) †		0435080164
France
Greece8008481178
Switzerland0800848810
Germany08007241074
Guatemala (+502) 18008350525
Taiwan00801148947
Greece8008481178
Honduras (local) †(+504) 22170500
Thailand001800132013893
Hong Kong800963942
Turkey00800142032228
Hungary0680088171
UAE8000320116
India0008001003497
United Kingdom
(London, local)
02038563939Ireland1800817245
 †(+44) 2038563939



United Kingdom
08081648944

(+44) 8081648944
(+44) 8081648955



Live Search
spaceKeySCUCP
additionalnone
placeholderSearch our Knowledge Base
typepage

Panel
titleColor#ffffff
titleBGColor#5fa7d0
borderStylegroove
titleIn this Article

Table of Contents
maxLevel3
minLevel2
indent20px

Panel
titleColorwhite
titleBGColor#75a346
titleRelated Articles

Filter by label (Content by label)
showLabelsfalse
max8
showSpacefalse
sorttitle
cqllabel in ( "IVR" , "providerautomation" ) and space = currentSpace ( )