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

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

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 across the USA

 

  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 across the USA

 

  1. Dial 1-516-500-7776.

  2. Enter IVR/PIN #.

  3. Enter Work Order #.

  4. Press pound sign (#) to confirm the 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 is 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 in the USA

 

  1. Dial 1-516-500-7776.

  2. Enter IVR/PIN #.

  3. Enter Work Order #.

  4. Press pound sign (#) to confirm the 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

What to Expect when You Dial 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.

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

  2. You can speak to an Operator at anytime by pressing *.

  3. You will be asked to dial:

    1. 855-269-6471 for Assistance (this includes checking in to and checking out of work orders) .

    2. 855-269-6515 for Training Request

  4. You will be prompted to enter your Unique Pin Number.

  5. You will be prompted to enter your Work Order Number.  (Tracking Number, Work Order Number, or Service ID Number can be used.)

  6. 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 are 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. Four 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]

Portuguese (Select Option 11)

Romanian (Select Option 20)

Spanish (Select Option 2 or 9)

Korean (Select Option 12)

Dutch (Select Option 21)

French (Select Option 3)

Thai (Select Option 13)

Greek (Select Option 22)

German (Select Option 4)

Tamil (Select Option 14)

Arabic (Select Option 23)

Italian (Select Option 5)

Russian (Select Option 15)

Slovenian (Select Option 24)

Japanese (Select Option 6)

Czech (Select Option 16)

Swedish (Select Option 25)

Mandarin (Select Option 7)

Hebrew (Select Option 17)

Danish (Select Option 26)

Cantonese (Select Option 8)

Polish (Select Option 18)

 

Turkish (Select Option 10)

Hungarian (Select Option 19)

 


IVR Toll-Free Numbers

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

Phone numbers marked with a are NOT toll-free numbers (additional charges may apply). You may incur charges by your local carrier.

US Data Center Numbers

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) 833-511-0025

 

Italy

800177856

Canada (NB, local) 

1-506-300-3307

 

Japan

0120190431

Canada (ON, local) 

1-647-496-1288

 

Korea (South)

003084910136

 

 

Luxembourg

80027912

Argentina

08006663009

 

Macau

0800139

Australia

(+61) 1800316773

 

Malaysia

1800815571

Austria

0800291875

 

Mexico

018002694559

Belgium

080026062

 

Netherlands

08000221774

Belgium
(national local) 

(+32) 3278483801

 

New Zealand

0800002396

Brazil

08007618662

 

Norway 

(+46) 020889819 (SE)

(+44) 8081648944 (UK)

(+48) 732070277 (PL)

Chile

0800914359

 

Philippines

(+63) 1800-1-5500073

China (National) 

(+86) 04001203493
(+86) 04001203494

 

Poland 

(+48) 732070442 (mobile)

Colombia

018005190644

 

Portugal

800180144

Croatia

0800200353

 

Romania

0800476044

Czech Republic

800500371

 

Russian Federation

88001009284

Denmark

80826061

 

Singapore

8003211236

El Salvador (local) 

(+503) 21139437

 

Spain

(+34) 900983426

France

(+33) 0805084237

 

Sweden

(+46) 020889819

Germany

08007241074

 

Switzerland
(Zurich, local) 

0435080164

Greece

8009999039

 

Switzerland

0800848810

Guatemala 

(+502) 18008350525

 

Taiwan

00801148947

Honduras (local) 

(+504) 22170500

 

Thailand

001800132013893

Hong Kong

800963942

 

Turkey

00800142032228

Hungary

0680088171

 

UAE

8000320116

India

  1. 0008001003497

  2. 18001209344

 

United Kingdom
(London, local) 

(+44) 2038563939

 

 

 

United Kingdom

(+44) 8081648944
(+44) 8081648955

EU Data Center Numbers

Country

IVR Number

Country

IVR Number

Austria

(+43)6703082665

Germany

08001821229

Romania

0800476055

Poland

(+48)732070442

Switzerland

(+41)800554001

France

805088905

Italy

800826574