IVR Settings (Interactive Voice Response)

If one of your customers requires IVR procedures at their site, the Service app can be configured to prompt a reminder to complete IVR procedures before starting and stopping work. Additionally, you can provide IVR instructions to the technician.

These can be tailored within HQ. When enabled, your technicians can not begin work or end work without answering the IVR questions. NOTE: This setting does not replace your customer's procedures for IVR, nor interact with your customer's IVR.

  1. HQ>Admin>Locations: select the location you want, click the 3 dots to the right & select Edit

  1. Scroll down to the bottom of the Details section and toggle ON Check In/Out (IVR) Required.

  1. Once the setting has been toggled ON, a Check In/Out Instructions text box will appear where any IVR instructions you would like to provide for the technician can be entered. You can format the text as well. Once done, select [SAVE] at the bottom of the screen. NOTE: These instructions are separate from any notes you may have for that Location & will only display when the IVR Check In/Out prompt appears.

  1. When enabled, the technician is then prompted to acknowledge Yes/No before beginning work and before stopping work/leaving the site. If any IVR Check In/Out instructions have been applied, they will display for the technician to view. NOTE: The technician cannot start LABOR (Working) without selecting "Yes" for the IVR Check In/Out question. If they select "No" they will not be able to continue.

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