IVR - Inbound Client & Staff Calls

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	Creating and Modifying Service Schedules

	Work Order, Purchase Order & Equipment Maintenance

	IVR - Inbound Calls from Clients & Support Staff

	IVR - Outbound Calls to Clients & Support Staff

	Entering Client and Support Staff Info.
	Interactive Point and Click Reporting

	Implementing MaintenanceNow


IVR - Inbound Calls From Clients & Support Staff	Next>>

Whether your business utilizes a scheduling system that is home-grown or a pre-packaged solution, you'll appreciate the fact that MaintenanceNow IVR based Inbound Call Logging module was developed with ease-of-integration in mind. The inbound call logging module allows the clients to call in and login the support needed and also let the support staff call in and log in the status of work order they are assigned.

The following steps describe how "inbound and outbound" calls are handled by MaintenanceNow :

Facility "A" places an "INBOUND" call providing the following information:
"Facility ID, Employee ID, Reason for Call ID and a valid password.
MaintenanceNow verifies the "Facility ID, Employee ID and Password" prior to processing the call.
Upon verification, the system logs in "Date Time" for each inbound call.
A unique "Tracking ID" and Priority Level is automatically assigned to each inbound call.
MaintenanceNow assigns (optional) appropriate support staff based on the following information: "Reason ID, Support Staff Availability and Skill Level"

Example Session of Clients (Facilities) Making Call Requesting Support:
A step by step description of a support call originating from a facility requesting support is given below:
1. Facility dials the phone number of Support Center.
2. MaintenanceNow system answers the call -
3. MaintenanceNow system plays the following prompt - "You have reached IA Group
        Support Center"
        Please Press 1. If you are calling from a facility requesting support.
        Please Press 2. If you are a support staff calling to update work status.
4. Caller from the Facility - Presses 1.
5. MaintenanceNow system prompts for the following:
        MaintenanceNow Prompt: Please enter "Facility ID" followed by a "#" sign.
        Caller from the Facility - enters Facility ID, example 98765 #
        MaintenanceNow Prompt: Please enter "Employee ID" followed by a "#" sign.
        Caller from the Facility - enters Employee ID, example 98987 #
        MaintenanceNow Prompt: Please enter "Password" followed by a "#" sign.
        Caller from the Facility - enters Password, example 99772 #
        MaintenanceNow Prompt: Please Wait.. Processing..

The system takes the input (Facility ID, Employee ID and Password) provided by the caller and performs validation. Upon a successful validation, the system prompts for:
MaintenanceNow Prompt: Please enter "Reason ID" followed by a "#" sign.
Caller from the Facility - enters Reason ID, example 99 #
The system takes the input (Reason ID) provided by the caller and performs validation.
Upon a successful validation, the system automatically generates and assigns a "Tracking ID" and prompts for:

MaintenanceNow Prompt: The Tracking ID is (example): 101598-0001
MaintenanceNow prompt: Please Enter Reason ID followed by a "#" sign.
Caller from the Facility - enters a valid Reason ID and obtains a Tracking ID or enters "*" to terminate the session.

Note: The audio message can be customized to meet your specific requirements.

Example Session of Support Staff Making Call to Update Work Status
A step by step description of a work order status update call originating from a support staff is given below:

1. Support staff dials the phone number of Support Center.
2. MaintenanceNow system answers the call -
3. MaintenanceNow system plays the following prompt - "You have reached IA Group
        Support Center"
        Please Press 1. If you are calling from a facility requesting support.
        Please Press 2. If you are a support staff calling to update work status.
4. Caller (Support Staff) - Presses 2.
5. MaintenanceNow system prompts for the following:
        MaintenanceNow Prompt: Please enter "Employee ID" followed by a "#" sign.
        Caller (Support Staff) - enters Employee ID, example 98987 #
        MaintenanceNow Prompt: Please enter "Password" followed by a "#" sign.
        Caller (Support Staff) - enters Password, example 99772 #
        MaintenanceNow Prompt: Please Wait.. Processing..

The system takes the input (Employee ID and Password) provided by the caller and performs
validation. Upon a successful validation, the system prompts for:
MaintenanceNow Prompt: Please enter "Tracking ID" followed by a "#" sign.
Caller (Support Staff) - enters Tracking ID, example 102198-0001 #
The system takes the input (Tracking ID) provided by the caller and performs validation. Upon
a successful validation, the system prompts for:
MaintenanceNow Prompt: Press 1 For Work Completed
                                       Press 2 For Work In-Progress
                                       Press 3 For Work On-Hold
                                       Press 4 To Reject Work
Caller (Support Staff) - enters 2 # (Work In-Progress)

The system takes the input (Status Update) provided by the caller and performs validation. Upon a successful validation, the system prompts for:
MaintenanceNow prompt: Please Enter Tracking ID followed by a "#" sign.
Caller (Support Staff) - enters another valid Tracking ID and updates its status or enters "*"
to terminate the session.

Note: The audio message are easily customized to meet your specific requirements.

Example of Client or Facilities
Calling to Request Support:

Click on the "Play" button to hear
"Support Request" message.

Example of Support Personal
Calling to Update Work Status:

Click on the "Play" button to hear
"WorkStatus Update" message.