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Using the Telephone (IVR System) to Check In and Out of Work Orders

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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 check out process while at your job site.

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

⦿ 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.
⦿ 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.

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

⦿ 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.
    • English: press 1
    • Spanish: press 2 OR press 9
    • French: press 3
    • German: press 4
    • Italian: press 5
    • Japanese: press 6
    • Chinese (Mandarin): press 7
    • Chinese (Cantonese): press 8
    • Turkish: press 10
    • Portuguese: press 11
    • Korean: press 12
    • Thai: press 13
    • Tamil: press 14
    • Russian: press 15
  3. You will be reminded to follow every entry / answer by pressing #.
  4. You can speak to an Operator at anytime by pressing *.
  5. You will be prompted to enter your Unique Pin Number.
  6. You will be prompted to enter your Work Order Number.  (Tracking Number, Work Order Number or Service ID Number can be used.)
  7. 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".

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