OREGON EPERMITTING
  • Blog
  • Meet our Team
  • Facts
  • Contact Us
  • Accela Upgrade Information
  • Jurisidiction HUB
  • Blog
  • Meet our Team
  • Facts
  • Contact Us
  • Accela Upgrade Information
  • Jurisidiction HUB

Stay in the know

IVR Upgrade

11/30/2018

0 Comments

 
​When we went live with Accela in Azure we also upgraded our IVR with our vendor, Selectron. Please see below for important information related to IVR and this upgrade:

IVR PINs
One primary change related to this upgrade was the discontinued use of the IVR User ID – this is no longer required and the system now only requires an IVR PIN to access the Inspector Menu (9#). However, one glitch came with this change – the only IVR PIN information provided to Accela now is for users indicated as actual Inspectors. The IVR PINs assigned to any non-Inspector type staff, such as Permit Techs, is now excluded. We understand that Permit Techs are often the users assigned to retrieve contractor messages left on IVR-scheduled inspections, however previously assigned PINs to these staff will no longer work. For Permit Techs needing to retrieve contractor messages, please now use the IVR PIN of one of your actual inspectors to simply access the Inspector Menu (9#) to manually retrieve messages – if you are unable to get a PIN for this purpose, please contact our helpdesk at 503-373-7396.

Restrict Inspection Scheduling if Fees are Owing
This restriction has been a default in the IVR setup for agencies for the past several years , however there are a few agencies that do not use this feature. In the back office, there is scripting that restricts issuance and final of building records if there are any outstanding fees – so any fees assessed post-issuance and prior to final would still allow further inspections to be scheduled if not restricted. The type of fees typically assessed during this period are reinspections and, additional permit fees, revision/plan review fees. If you do not currently restrict inspection scheduling if fees are owing and wish to change this setting for IVR-scheduled inspections, please submit a helpdesk ticket to epermitshelp.BCD@oregon.gov.

Allow Contractor Messages
In this upgrade process, we reviewed the agency settings for all of our participating agencies and we noticed that several of our agencies are not allowing contractors to leave messages associated to their IVR-scheduled inspections. For those who don’t, the issue always seemed to be the added manual work of retrieving these messages and then adding this information to the scheduled inspection. For ease of use, we now offer the option of receiving all contractor messages via email so that agencies no longer have to go in to the IVR to manually retrieve them. With this upgrade and given the IVR PIN changes mentioned above, we would invite all agencies to take advantage of this email enhancement. Please submit a helpdesk ticket to epermitshelp.BCD@oregon.gov to request this IVR email setup (or to request more information) – a shared email is preferred so that more than one person can check and process these incoming messages as needed. The staff task of adding this message information to the scheduled inspection would still be required. Note, you can still PIN in to the IVR even with this email enhancement.
​
Auto Assign
Since the upgrade, we were experiencing intermittent issues with Auto Assign for some agencies that are using this functionality – this has been resolved. The IVR settings should match the setup of your back office if Auto Assign is configured there. If you feel this should be turned on or off for your agency, please submit a helpdesk ticket to epermitshelp.BCD@oregon.gov and we will do the necessary research or corrections. 
0 Comments

Your comment will be posted after it is approved.


Leave a Reply.

    Disclaimer

    Please be aware that this content is relevant at the time it is published, but as time goes on may become out-of-date. We will do our best to keep the content alive and relevant.

    Archives

    December 2022
    October 2022
    August 2022
    May 2022
    April 2022
    March 2022
    January 2022
    August 2021
    March 2021
    January 2021
    July 2020
    April 2020
    February 2020
    January 2020
    December 2019
    November 2019
    October 2019
    August 2019
    June 2019
    April 2019
    January 2019
    November 2018
    October 2018
    September 2018
    August 2018
    May 2018
    April 2018
    March 2018
    February 2018
    January 2018
    December 2017
    November 2017
    October 2017
    September 2017
    August 2017
    July 2017
    June 2017

    Categories

    All
    In The Spotlight
    Online Training
    OSM Best Practice
    OSM Changes
    OSM Future Implementations
    Projects
    Reminders
    Tips And Tricks
    What's New

    RSS Feed

Jurisdiction Resources

ePermitting Knowledgebase
Register for ePermitting Brochure
Inspection Codes Brochure
Modelo Estandar de Oregon Codigos de inspeccion
SelecTXT Brochure
IVR Call Flow Brochure Insert
End of Day Report
ePermitting Advertising Business Cards
​Building Department Directory

Participating Jurisdictions
​​
© COPYRIGHT 2019. ALL RIGHTS RESERVED.