Meet MAX On-Call: Maintenance Requests, Now by Phone
MAX On-Call is a voice-based assistant that allows residents to report maintenance issues over the phone anytime, day or night. When a resident calls your dedicated MAX On-Call number, the system captures the issue through a natural conversation and automatically creates a Meld in your Property Meld account. It’s an easy, hands-free option for residents, and a smart way to streamline after-hours and on-the-go maintenance reporting.
Note: MAX On-Call is currently in BETA testing and is only available to property managers who have opted in to this add-on. If you’d like to discuss early access, please reach out to your Success Manager or email us at support@propertymeld.com. You can also visit our Club Meld page to learn more and to test the functionality.
What You’ll Need to Set Up
Getting started with MAX On-Call is simple. Here’s what to confirm before going live:
Business Hours in Emergency Settings
Make sure your Property Meld emergency hours are correctly defined. This ensures that true emergencies are properly escalated after hours.Call Tree Configuration (If Applicable)
If you use a phone menu (IVR), ensure there's a path for emergency calls to reach MAX On-Call after hours.Assign MAX On-Call Phone Number to Receive Calls
If you plan to forward calls, ensure MAX’s phone number is added to your call routing configuration.
Once those pieces are in place, MAX On-Call is ready to go. Everything else, from capturing the conversation to logging the Meld, is handled automatically behind the scenes.
How to Connect Your Phone System to MAX On-Call
You can either share your MAX On-Call number directly with residents or forward calls from your current office line. Choose the option that fits your workflow best.
Option 1: Share Your MAX On-Call Number Directly (Recommended)
This is the simplest and most reliable option. No call routing. No phone tree headaches.
What to do:
Share the MAX On-Call number with residents via:
Welcome emails or lease signing packets
Announcements in the resident portal
Printed signage in leasing offices or common areas
Text message blasts or SMS notifications
What residents need to know:
They can call this number 24/7 to report maintenance issues
If they say the word “emergency” after hours, MAX will escalate the issue to your on-call team
If the request is non-urgent, MAX will create a regular Meld as usual
No forwarding setup is required with this method.
Option 2: Forward Calls from Your Existing System
Want to keep your main office line or IVR system as your resident-facing number? You can forward calls to MAX On-Call.
General Setup Instructions
Choose your forwarding trigger:
Forward all after-hours calls
Or, forward from a phone menu option (e.g., “For emergency maintenance, press 1”)
Enter the MAX On-Call number as the destination in your phone system settings
Avoid voicemail or screening
Ensure calls reach MAX directly without voicemail prompts, hold queues, or keypad input requirements.Test your setup
Call your office line after hours or follow the IVR path
Make sure MAX answers
Say “emergency” to confirm it escalates to your on-call team
Tips and Best Practices
Set up Emergency Settings first
MAX will only escalate calls outside your defined business hours.Know what qualifies as an “emergency”
Escalation only occurs if the issue matches your emergency categories and the resident says the word “emergency.”Train your team and update documentation
Let your staff know when MAX On-Call is live, and how escalation works.Use clear language with residents
In welcome emails or signage, guide residents on when and how to use MAX. For example:
“For urgent issues after hours, call this number and say ‘emergency’ when prompted.”
Need Help Getting Set Up?
Property Meld Support Team
Reach out via chat or email support@propertymeld.com for help with setup or best practices.Your Phone Provider
For assistance with forwarding calls or configuring IVR menus, contact your phone system support directly.