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

You can also use IVR to update the status of a work order from accepted to completed 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

How to Accept a Work Order

1. Dial 1-516-500-7776. (International numbers and instructions are here.)
2. Enter IVR pin number followed by the pound sign(#).
3. Enter Work Order number followed by the pound sign.
4. Press zero (0) to accept service request. This will change the work order status from Open to In Progress/Dispatch Confirmed.

How to Decline a Work Order

1. Dial 1-516-500-7776.
2. Enter IVR Pin number followed by the pound sign.
3. Enter Work Order number followed by the pound sign.
4. 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.

How to Check In

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

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

How to Check In and Out of a Refrigerant Work Order

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

To Check In:

1. Dial 1-516-500-7776
2. Enter the IVR/Pin #
3. Enter the Work Order #
4. Press 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.

To Check Out:

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

Checking Out via GPS Mobile App

For other service check-in options please see GPS Check-In Mobile App For Android & iPhone

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: Accept / Decline, Check-In or Check-Out.
8. The Accept / Decline option is available depending on the client's preference, and based on the category and / or the Status of the Work Order (Only Open Work Orders can be Accepted or Declined.)
9. 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.
10. 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.)
11. 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".