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You can use the telephone (or IVR System) to update the status of a work order via a check in and

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

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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.


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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.


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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. The system will remind you to follow every entry / answer by pressing #.

  4. You can speak to an Operator at anytime 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 810)Czech Polish (Select Option 1618)Arabic (Select Option 23)
Spanish (Select Option 2 or 9)Turkish Portuguese (Select Option 1011)Hebrew Hungarian (Select Option 1719)
French (Select Option 3)Portuguese Korean (Select Option 1112)Polish Romanian (Select Option 1820)
German (Select Option 4)Korean Thai (Select Option 1213)Hungarian Dutch (Select Option 1921)
Italian (Select Option 5)Thai Tamil (Select Option 1314)Romanian Greek (Select Option 2022)
Japanese (Select Option 6)Tamil Russian (Select Option 1415)Dutch Arabic (Select Option 2123)
Mandarin (Select Option 7)Czech (Select Option 16)
Russian Cantonese (Select Option 158)Greek Hebrew (Select Option 2217)


IVR Toll-Free Numbers

Info

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


Excerpt
nameIVRNumbers


(+86) 04001203493
(+86) 04001203494Ireland180081724501801227258
CountryIVR Number
CountryIVR Number


Warning

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


United States States † (continental)

1-516-500-7776

1-516-200-3363


Ireland1800817245
United States
(Puerto Rico)

1-877-322-4680


ItalyIsrael80017785601801227258
Canada (continental)

(+1) 833-511-0025


JapanItaly0120190431800177856
Canada (NB, local) †1-506-300-3307Korea (South)
03084910136Japan0120190431
Canada (ON, local) †1-647-496-1288
Korea (South)003084910136


Luxembourg80027912Macau †062611155 (mobile)
Argentina08006663009
MacauMalaysia

0800139

1800815571

AustraliaAustralia(+61) 1800316773
MexicoMalaysia0180026945591800815571
Austria0800291875
NetherlandsMexico08000221774018002694559
Belgium080026062
New ZealandNetherlands080000239608000221774
Belgium
(national local) †		78483801(+32) 3278483801
New Zealand

0800002396

Brazil08008782424
Norway †

(+46) 020889819 (SE)

(+44) 8081648944 (UK)

(+48) 732070277 (PL)

Brazil08008782424

Chile0800914359
Philippines

(+63) 1800-1-5500073

China (National) †(+86) 04001203493
(+86) 04001203494
Poland †(+48) 732070277 (mobile)
ChileColombia0800914359018005190644
Portugal800180144China (National)
Croatia0800200353
Romania0800476044
ColombiaCzech Republic018005190644800500371
Russian Federation88001009284
CroatiaDenmark080020035380826061
Singapore8003211236
Czech Republic800500371El Salvador (local) †(+503) 21139437
Spain(+34) 900983426
Denmark80826061France(+33) 0805084237
Sweden(+46) 020889819
France(+33) 0805084237Germany

08007241074


Switzerland
(Zurich, local) †		0435080164
GermanyGreece080072410748008481178
Switzerland0800848810Greece
8008481178Guatemala (+502) 18008350525
Taiwan00801148947
Hong Kong800963942Honduras (local) †(+504) 22170500
Thailand001800132013893
HungaryHong Kong0680088171800963942
Turkey00800142032228
IndiaHungary00080010034970680088171
UAE8000320116
India0008001003497
United Kingdom
(London, local) †		02038563939Israel(+44) 2038563939



United Kingdom08081648944

(+44) 8081648944
(+44) 8081648955



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