IVR Information

The IVR system allows customers to request inspections through an interactive voice response system via prompts on the phone. The IVR system will navigate customers through a phone-tree type script that gathers inspection information. Customers and Building jurisdictions call into the same IVR phone number, but Building Inspectors go through different menu options to post their inspection results via IVR, if they elect to do so through this method.

The information from the IVR phone requests is relayed electronically to the Accela back office in the form of a scheduled inspection and is then automatically added to the inspection list for the date requested. The system allows contractors to leave messages related their inspection requests such as gate code or how to access the property, each jurisdiction can call into the IVR line to retrieve those messages when notified, or check them through an email option that is provided. If you are interested in receiving IVR contractor messages through email, please contact the ePermitting Helpdesk at epermitshelp.BCD@dcbs.oregon.gov.

When you go to the Inspections page, the scheduled inspections will automatically populate – note the default filter for the inspection list is "Today’s Inspections". Under the ‘Request Comment’ column, there may be notes from the scheduling customer. If the inspection was scheduled through ACA online, this is where the note that the customer typed in will be displayed. If they scheduled their inspection through the IVR system and left a voice message, the confirmation # provided to the customer will be indicated in this same column, along with a message indicator of "Msg!" and appears as follows: 001181-02 MSG! -Msg!. If the "Msg!" indicator is displayed, the jurisdiction can retrieve the message through IVR following the below instructions – or check the email box for the address the jurisdiction provided to alternatively receive IVR contractor messages via email. Important note, when setup, IVR will send the email with the contractor message contact attached real time on the date the inspection was actually scheduled [request date], not on the date the inspection is scheduled for [scheduled date].

Checking Contractor Messages via IVR manually (these steps would also be required if your agency was configured to receive contractor messages via email but an email was not received where a MSG! was indicated)

1. Call the State IVR number: 1-888-299-2821
2. Press 9 and the pound key (#) to access the Inspector menu.
3. Enter the Agency Pin (assigned by epermitting) and press the pound key (#)
4. Option 2 will move to contractor messages.
5. Enter the 8-digit confirmation # for the individual scheduled inspection that was indicated in the Request Comment in the Inspection list.
6. The message will then be played back for the jurisdiction to take note of – and to add to the Request Comment in Accela ideally.

Posting Inspection Results in IVR

1. Jurisdictions are also able to post inspection results through IVR.
2. Call the State IVR number: 1-888-299-2821
3. Press 9 and the pound key (#) to access the Inspector menu.
4. Enter the Agency Pin (assigned by epermitting) and press the pound key (#)
5. Option 1 will move to enter inspection results.
6. Enter the 8-digit confirmation # for the individual scheduled inspection that was indicated in the Request Comment in the Inspection list.
7. The system will then guide the Inspector through resulting the inspection.

Note: Resulting through IVR is only one option for resulting inspections and is least recommended. Inspectors can also result directly through Accela Back Office or through the Inspector App real-time which is most recommended.