Skip to end of banner
Go to start of banner

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

Skip to end of metadata
Go to start of metadata

You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 17 Next »

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.

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

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

  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".

IVR Language Support

ServiceChannel's IVR system supports the following languages:

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

IVR Toll-Free Numbers

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

CountryIVR NumberCountryIVR Number

United States (continental)


1-516-500-7776

1-516-200-3363



United States (Puerto Rico)1-877-322-4680

Canada (continental)

1-516-500-7776

1-516-200-3363

Israel01801227258
Canada (NB, local)1-506-300-3307Italy800177856
Canada (ON, local)1-647-496-1288Japan0120190431

Korea (South)0808081406
Argentina08006663009Luxembourg80027912
Australia1800316773Macau0800454
Austria0800291875Malaysia1800815571
Belgium080026062Mexico018002694559
Belgium (national local)78483801Netherlands08000221774
Brazil08008782424New Zealand0800002396
Chile0800914359Norway0080016692
China (Northern)

108007131196
108007131483

Poland008001113990
China (Southern)108001301165
108001301467		Portugal800180144
China (National)

(+86) 04001203493
(+86) 04001203494

Russian Federation88001009284
Colombia018005180538Singapore8001301862
Croatia0800200353Spain(+34) 900494022
Czech Republic800500371Sweden020889819
Denmark80826061Switzerland (Zurich, local)0435080164
France(+33) 0805084237Switzerland0800848810
Germany

08007241074

Taiwan00801148947
Greece8008481178Thailand001800132013893
Hong Kong800963942Turkey00800142032228
Hungary0680088171UAE8000320116
India0008001003497United Kingdom (London, local)02038563939
Ireland1800817245United Kingdom08081648944

In this Article

Related Articles

  • No labels