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.

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

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.

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:

IVR Toll-Free Numbers