Calling into the IVR (Interactive Voice Response) System

The US and International IVR telephone numbers are listed here.

Available IVR Languages

The IVR system is available in several different languages: English, Spanish, French, German, Italian, Japanese, Chinese (Mandarin and Cantonese), Turkish, Portuguese, Korean, Thai, Tamil and Russian. Please see Dialing Into the IVR System, below, for more information.

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".