User Guide: IVR (Phone) Scheduling & Cancellations

Last updated: January 15, 2026

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Overview

The Permitting System provides an Interactive Voice Response (IVR) phone system that allows citizens to schedule, check, or cancel inspection appointments using their telephone. This service is integrated with the Selectron IVR platform and is available 24/7 for your convenience.

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For Citizens: Using the IVR System

IVR Phone Number

Call: [Inspection Line - Contact your local permitting office for number]

Hours: Available 24 hours a day, 7 days a week

What You Can Do by Phone

Information You'll Need

Before calling, have ready:

• Your Permit Number (e.g., BLD-2025-001234)
• Your PIN or confirmation code (if provided)
• Property address for verification
• Preferred inspection date (if scheduling)

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Scheduling an Inspection by Phone

Step-by-Step Process

1. Call the IVR Line

   • Dial the Inspection scheduling number
   • Listen to the welcome message

2. Select Your Option

   • Press 1 for English (or other language option)
   • Press 2 to schedule an inspection

3. Enter Your Permit Number

   • Use your phone keypad to enter the permit number
   • Follow letter-to-number mapping if needed:
     • A, B, C = 2
     • D, E, F = 3
     • G, H, I = 4
     • J, K, L = 5
     • M, N, O = 6
     • P, Q, R, S = 7
     • T, U, V = 8
     • W, X, Y, Z = 9

4. Verify Your Permit

   • System reads back permit details
   • Confirm this is your permit

5. Select Inspection Type

   • Listen to available inspection types
   • Press the number for your desired inspection
   • Example: "Press 1 for Foundation, Press 2 for Framing..."

6. Choose a Date

   • System offers available dates
   • Press the number to select your preferred date
   • Example: "Press 1 for January 15th, Press 2 for January 16th..."

7. Confirm Your Appointment

   • System reads back your selection:
     • Inspection type
     • Date and time window
     • Property address
   • Press 1 to confirm
   • Press 2 to start over

8. Receive Confirmation

   • System provides confirmation number
   • Write down this number for your records
   • A confirmation email/SMS is also sent (if contact info on file)

Example IVR Dialogue

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Cancelling an Inspection by Phone

Cancellation Steps

1. Call the IVR line
2. Select Cancel an Inspection (typically Press 3)
3. Enter your permit number
4. Enter your confirmation number or PIN
5. System reads back your scheduled inspection
6. Confirm cancellation by pressing 1
7. Receive cancellation confirmation

Cancellation Policies

• 24-hour notice - Cancel at least 24 hours before
• Re-inspection fees - May apply for no-shows
• Late cancellations - May count against your record

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Checking Inspection Status by Phone

Status Check Steps

1. Call the IVR line
2. Select Check Inspection Status (typically Press 2)
3. Enter your permit number
4. System reads:
   • Permit status
   • Scheduled inspections
   • Completed inspection results
   • Next required inspection

Status Information Provided

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Selectron Permit Codes

How Permit Codes Work

Each permit type has a Selectron permit code that maps to the IVR system:

These codes help the IVR system route your call correctly.

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For Administrators: IVR Configuration

Selectron Integration

The system integrates with Selectron IVR platform:

Configuration Fields:

• Selectron Permit Code - Maps permit type to IVR menu
• IVR Enabled - Whether permit type is available via phone
• Available Inspections - Which inspections can be scheduled by phone

Configuring Permit Types for IVR

1. Navigate to Entity Manager
2. Select the permit entity (e.g., Building Permits)
3. Go to Permits Menu configuration
4. Set the Selectron Permit Code field
5. Enable Can Schedule an Inspection
6. Save changes

IVR-Enabled Permit Settings

Testing IVR Integration

Before going live:

1. Create a test permit
2. Call IVR line with test permit number
3. Verify permit lookup works
4. Test inspection scheduling
5. Verify appointment appears in calendar system
6. Test cancellation flow
7. Confirm notifications are sent

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IVR System Availability

Service Hours

Scheduled Maintenance

IVR system maintenance typically occurs:

• Sunday nights, 2 AM - 4 AM
• Advance notice provided when possible

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Troubleshooting

For Citizens

Q: The system doesn't recognize my permit number. A: Ensure you're entering the full permit number including any letters. Use the letter-to-number mapping on your phone keypad. Try including or excluding dashes.

Q: No available inspection dates are offered. A: The calendar may be fully booked for the near future. Try calling back later or use the online portal for more date options.

Q: I was disconnected during scheduling. A: Call back and check your status. If the inspection was partially scheduled, it may need to be completed or cancelled.

Q: I need to reschedule, not cancel. A: Cancel the existing appointment first, then schedule a new one. The IVR will guide you through both steps.

Q: I forgot my confirmation number. A: You can still access your appointment using just your permit number. The confirmation number is for reference only.

Q: The IVR says my permit is not found. A: Your permit may not be IVR-enabled, or there may be a data sync issue. Use the online portal or call during business hours to speak with staff.

For Administrators

Q: Appointments scheduled via IVR aren't appearing. A: Check the integration between Selectron and the scheduling system. Verify API connections and review error logs.

Q: Citizens can't schedule certain inspection types. A: Verify the inspection type is configured as IVR-enabled in the system. Check the Selectron permit code mapping.

Q: IVR shows wrong available dates. A: Review calendar availability settings. Ensure inspector schedules are current and capacity is configured correctly.

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Accessibility Features

Language Options

• English - Press 1
• Spanish - Press 2 (Para español)
• Additional languages may be available

Hearing Impaired

• TTY/TDD services available
• Contact county for TTY number
• Online portal offers full functionality as alternative

Speech Recognition

Some IVR features support voice input:

• Say "Yes" or "No" for confirmations
• Speak permit numbers digit by digit

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Benefits of IVR Scheduling

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Online vs. Phone Scheduling

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Best Practices

For Citizens

1. Have permit number ready - Speeds up the process
2. Write down confirmation - Keep for your records
3. Call during off-peak hours - Better availability shown
4. Verify address - Ensure system has correct property
5. Use online portal - For more date/time options

For Administrators

1. Test regularly - Verify IVR integration works
2. Monitor usage - Track IVR vs. online scheduling patterns
3. Update codes - Keep Selectron codes current
4. Train staff - Ensure staff can troubleshoot IVR issues
5. Maintain documentation - Keep IVR scripts documented

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Related Features

• Citizen Portal Permit Lifecycle - Online scheduling
• Automated Reminders - Confirmation notifications
• Rescheduling & Cancellations - Online alternatives

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Technical Notes

Selectron Integration:

• Permit codes stored in selectron_permit_code field
• Configured per permit type in Entity Manager
• Syncs appointments to scheduling service

Configuration Location:

• Types file: /apps/citizen-portal-host/src/hooks/types.ts
• Field: selectron_permit_code in PermitsMenuFieldsId interface

Data Flow:

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For IVR system issues or to speak with a representative, call the Permitting Office during business hours.