Overview

The Flip-Phone (Resident Voicemail) Support feature enables maintenance technicians without smartphones to manage and respond to emergency work order requests. Using basic devices, technicians can receive voicemail notifications, securely call residents back, and maintain communication records.

This feature ensures properties can utilize Call Complete functionality across their portfolio without requiring costly device upgrades, allowing all technicians to handle emergency workflows effectively.

Key Concepts

Technician Benefits

• Receive emergency work order voicemails via a standard phone call.
• Call residents back securely using a masked number to protect personal privacy.
• Maintain accountability with full call recording and automated response time tracking.

Property Manager Benefits

• Implement Call Complete functionality without forcing device upgrades.
• Ensure all technicians can manage emergency requests, regardless of their device type.
• Maintain consistent communication workflows across the entire portfolio.

Requirements

• Supported Roles: Users must be assigned the Maintenance Supervisor or Maintenance Technician role.
• Integrations: This feature has no integration limitations and works seamlessly across all integration platforms (e.g., Yardi, RentManager, Resman, MRI).
• Data Retention: Voicemail messages are automatically archived after 7 days.
• Feature Limitations: Users cannot delete messages or mark tasks as complete via the voicemail system.
• Work order completion time is not tracked for voicemail users.

Steps

Activating the Feature

1. Navigate to the supervisor or technician's profile.
2. Enable the Flip Phone User toggle.

For Call Complete Standalone:

For Call Complete in Manage:

Technician Workflow

1. Receive a phone call with an audio notification when an emergency work order is reported.
2. Listen to the resident’s voicemail message.
3. Use the phone keypad to manage messages and respond:
   • Press 1: Hear a new message.
   • Press 3: Go to the next message.
   • Press 7: Replay the previous message.
   • Press 9: Call the resident back securely (the technician's personal number remains masked).

Note: All calls are recorded, and response times are calculated from the moment the resident leaves the message to the moment the technician calls back.