SCUniversity | ProvidersProvider AutomationUsing 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

Owned by Chellie Esters
Last updated: Oct 27, 2023 by Chellie Esters

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. The system will remind you 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]Cantonese (Select Option 8)Czech (Select Option 16)Arabic (Select Option 23)
Spanish (Select Option 2 or 9)Turkish (Select Option 10)Hebrew (Select Option 17)
French (Select Option 3)Portuguese (Select Option 11)Polish (Select Option 18)
German (Select Option 4)Korean (Select Option 12)Hungarian (Select Option 19)
Italian (Select Option 5)Thai (Select Option 13)Romanian (Select Option 20)
Japanese (Select Option 6)Tamil (Select Option 14)Dutch (Select Option 21)
Mandarin (Select Option 7)Russian (Select Option 15)Greek (Select Option 22)

IVR Toll-Free Numbers

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

CountryIVR Number
CountryIVR Number

United States (continental)


1-516-500-7776

1-516-200-3363




Canada (continental)

1-516-500-7776

1-516-200-3363


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

03084910136



Luxembourg80027912
Argentina08006663009
Macau068258601 (mobile)
Australia1800316773
Malaysia1800815571
Austria0800291875
Mexico018002694559
Belgium080026062
Netherlands08000221774
Belgium (national local)78483801
New Zealand0800002396
Brazil08008782424
Norway0080016692
Chile0800914359
Poland00800009068
China (National)(+86) 04001203493
(+86) 04001203494
Romania0800476044
Colombia018005190644
Russian Federation88001009284
Croatia0800200353
Singapore8003211236
Czech Republic800500371
Spain(+34) 900983426
Denmark80826061
Sweden020889819
France(+33) 0805084237
Switzerland (Zurich, local)0435080164
Germany08007241074
Switzerland0800848810
Greece

8008481178


Taiwan00801148947
Hong Kong800963942
Thailand001800132013893
Hungary0680088171
Turkey00800142032228
India0008001003497
UAE8000320116
Ireland1800817245
United Kingdom (London, local)02038563939
Israel01801227258
United Kingdom08081648944

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