The option to accept and decline service requests by telephone is available depending on the client's preference, and also based on the category of the Work Order.
Only Work Orders in the Open status can be accepted or declined.
Before calling into the IVR System, be sure to have the following information (found in the service request email):
- IVR phone number
- IVR pin number
- Tracking number, Work Order number or Service ID
Accepting Maintenance Work Orders
You do not have to accept Maintenance work orders. These work orders are automatically accepted on your behalf and are ready for you to start work.
- Dial 1-516-500-7776. (International numbers and instructions are below.)
- Enter IVR pin number followed by the pound sign(#).
- Enter Work Order number followed by the pound sign.
- Press zero (0) to accept service request. This will change the work order status from Open to In Progress/Dispatch Confirmed.
- Dial 1-516-500-7776.
- Enter IVR Pin number followed by the pound sign.
- Enter Work Order number followed by the pound sign.
- Decline the work order using one of the following prompts:
- Press one (1) to Decline, because you don't service this location.
- Press two (2) to Decline, because you don't service the trade.
- Press three (3) to decline for any other reason.
Dialing Into the IVR System
- You will hear the greeting.
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.
- You will be reminded to follow every entry / answer by pressing #.
- You can speak to an Operator at anytime by pressing *.
- You will be prompted to enter your Unique Pin Number.
- You will be prompted to enter your Work Order Number. (Tracking Number, Work Order Number or Service ID Number can be used.)
- Depending on the status and type of Work Order, you may be prompted to perform one or more of the following functions: Accept / Decline, Check-In or Check-Out. Select Accept or Decline. The work order changes to the In Progress status.
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.
| Country | IVR Number | Country | IVR Number |
|---|---|---|---|
United States (continental) | 1-516-500-7776 1-516-200-3363 | Ireland | 1800817245 |
| United States (Puerto Rico) | 1-877-322-4680 | Israel | 01801227258 |
| Canada (continental) | 1-516-500-7776 1-516-200-3363 | Italy | 800177856 |
| Canada (NB, local) | 1-506-300-3307 | Japan | 0120190431 |
| Canada (ON, local) | 1-647-496-1288 | Korea (South) | 0808081406 |
| Luxembourg | 80027912 | ||
| Argentina | 08006663009 | Macau | 0800454 |
| Australia | 1800316773 | Malaysia | 1800815571 |
| Austria | 0800291875 | Mexico | 018002694559 |
| Belgium | 080026062 | Netherlands | 08000221774 |
| Belgium (national local) | 78483801 | New Zealand | 0800002396 |
| Brazil | 08008782424 | Norway | 0080016692 |
| Chile | 0800914359 | Poland | 008001113990 |
| China (Northern) | 108001301165 | Portugal | 800180144 |
| China (Northern) | 108007131196 | Russian Federation | 88001009284 |
| China (Southern) | 108001301467 | Singapore | 8001301862 |
| China (Southern) | 108007131483 | Spain | (+34) 900494022 |
| Colombia | 018005180538 | Sweden | 020889819 |
| Croatia | 0800200353 | Switzerland (Zurich, local) | 0435080164 |
| Czech Republic | 800500371 | Switzerland | 0800848810 |
| Denmark | 80826061 | Taiwan | 00801148947 |
| France | 0805118747 | Thailand | 001800132013893 |
| Germany | 08007241074 | Turkey | 00800142032228 |
| Greece | 8008481178 | UAE | 8000320116 |
| Hong Kong | 800963942 | United Kingdom (London, local) | 02038563939 |
| Hungary | 0680088171 | United Kingdom | 08081648944 |
| India | 0008001003497 | ||
