Field technician dispatch and installation
How do we book a field technician visit, confirm access and safety details, dispatch, have the customer sign off the work on site, and write the result to the BSS and the field system?
Run the visit as one process from the booking to the sign-off. Callvu prefills the job from the order and the account (the service, the address, the equipment, the prior visits), books the appointment window with the customer on their phone, chases the access and safety details before the day (the building entry, the pets, the attic or crawlspace, the landlord's permission where the install needs it, the hazards at the site), classifies the job for the technician's skill and the safety rules that apply, dispatches with the window and the on-the-way notice, has the customer confirm the completed work and sign on the technician's or their own screen, routes a job that cannot be completed or a safety stop to the dispatcher in the Decision Desk, and writes the result to the BSS, the system of record, and the field system.
In scopeComplex: multi-party handoffsCallvu moves: prefill, chase and verify, classify, decide, write back
Last updated November 7, 2026.
The problem today
The technician arrived, could not reach the roof, had no permission from the landlord, and left a job that was booked again for the following week.
A field visit is expensive and most of its failures are known before the truck rolls: nobody home in the window, no access to the demarcation point, a landlord who has not agreed to the drilling, a dog in the yard, a hazard on the pole, a job that needs a skill the dispatched technician does not have. The dispatcher finds out from the technician's phone call, and the repeat visit costs the same again.
The job has a shape: the order says what work is needed and what equipment, the account says who the customer is and where, the site has access and safety facts only the customer knows, the job type sets the skill and the safety rules that apply on site, and the completion needs the customer's confirmation and the record in the BSS and the field system. Each of these is a question the process can ask before the day.
A visit that is confirmed before it starts finishes the first time.
How it runs
From the requestto the system of record.
An order or a repair ticket needs a field visit. Callvu opens the job from it with the address, the work and the equipment.
- Customer
- Picks the window, answers the access and safety questions, confirms presence, and signs off the work on site.
- Dispatcher
- Decides jobs that cannot be completed, skill conflicts and safety stops in the Decision Desk.
- Technician
- Receives the job with the access and safety details, completes it and records the result.
- Callvu
- Prefills, books, chases the details, classifies, dispatches, captures the sign-off, routes and writes.
Prefill and book
The job is prefilled from the order and the account (the service, the address, the equipment to install or replace, the prior visits and their outcomes, the serviceability data); the customer picks an appointment window on their phone from the available slots, and the booking is written to the field system.
Chase and verify the access and safety details
Before the day the customer is asked what only they know: the building entry and the unit, who will be present and over eighteen, pets, the location of the demarcation point and the equipment, attic or crawlspace access, the landlord's permission where the install needs it (through the property access process), and hazards at the site; the answers are checked against the job type and anything missing is chased on the appointment clock, with the day-before confirmation of presence.
Classify and dispatch
The job type and the site details classify the technician skill, the time estimate, the equipment to carry and the safety rules that apply (working at height, confined spaces, electrical proximity, traffic control); the technician is dispatched with the window and the details, the customer receives the on-the-way notice with the technician's name, and a skill conflict or a safety concern goes to the dispatcher in the Decision Desk.
Decide, sign off and write back
The technician completes the work and records the tests and the equipment serials; the customer confirms the work and the site condition and signs on the technician's or their own screen; a job that cannot be completed (no access, a safety stop, a missing part, a network fault) goes to the dispatcher in the Decision Desk with the technician's notes and only the allowed outcomes (rebook, escalate to a different skill, close as customer caused, or hold); the result, the serials, the tests, the sign-off and the photos are written to the BSS, the system of record, and the field system, and billing starts from the completion.
Where it ends: The visit was booked with the customer, confirmed for access and safety before the truck rolled, dispatched to the right skill, signed off by the customer on site, and the BSS and the field system hold the result. The Decision Trace shows the classification, the safety rules and any dispatcher decision; the Audit Trace shows the booking, the confirmations, the dispatch and the sign-off with time.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
The order or the ticket; the customer books, answers and signs on their phone.
The back office
The dispatcher decides only conflicts and incomplete jobs; the field system and the BSS are written by the process.
The Decision Desk
- A skill conflict, a safety concern or a job that cannot be completed goes to the dispatcher in the Decision Desk with the notes and only rebook, escalate, close as customer caused, or hold.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
More than 1,000 processes are live across Callvu customers.
Across Callvu customers
AT&T runs close to 100 processes on Callvu, used by 55,000 agents.
Questions
What buyers ask next,answered plainly.
What is asked before the visit?
The building entry, who will be present, pets, the location of the equipment, attic or crawlspace access, the landlord's permission where needed and any hazards, chased until answered before the day.
What does the customer sign?
The completed work and the site condition, on the technician's or their own screen, which becomes the record for billing and for any damage claim.
What happens if the job cannot be done?
The dispatcher decides with the technician's notes: rebook, escalate to a different skill, close as customer caused, or hold; nothing is left to a phone call.
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