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