Using the Interactive Voice Response (or IVR) System

    The IVR system can be used to accept or decline a work order. Once accepted, you may 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

    Checking Out via GPS Mobile App

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