MAX On-Call is a voice-enabled option that allows residents to submit maintenance issues 24/7 using a dedicated phone number. This gives residents the flexibility to report issues either online or by phone, ensuring urgent issues are never missed after hours.
Residents can choose between two ways to submit maintenance requests:
Online via app.propertymeld.com
By Phone using their dedicated MAX On-Call number
This guide outlines how to set up MAX On-Call and how to connect it to your existing phone system.
What You’ll Need to Set Up
To ensure a smooth experience for both staff and residents, complete the following setup:
1. Business Hours
Define your business hours in MAX On-Call settings so MAX knows when after-hours protocols should begin.
Example:
Monday: 8 AM – 5 PM
Tuesday: 8 AM – 7 PM
Wednesday: 8 AM – 5 PM
2. Call Tree
Set your emergency call tree in order of escalation.
Example:
Jeff Monson
John Frusciante
3. Setup MAX On-Call Number
For step-by-step instructions, see Setting Up MAX On-Call.
4. Voice Forwarding
Enable live transfer by assigning a contact phone number. This allows MAX to connect residents directly with a live agent when necessary.
Connecting Your Phone System to MAX On-Call
You have two options to connect residents with MAX On-Call:
Share the MAX On-Call number directly with residents
Forward calls from your existing phone system to MAX
Forwarding Calls from Your Existing System
If you'd like to continue using your current office number or IVR system, follow these steps:
-
Choose how and when to forward
Forward after-hours calls from your office line
Or route calls via IVR with a message like:
“For emergency maintenance, press 1”
Enter the MAX On-Call phone number as the destination
-
Avoid voicemail or call screening
Ensure the call connects directly to MAX On-Call
Do not route through prompts that require resident input
-
Test the call path
Call your office line after hours or follow your IVR route
Confirm the call is answered by MAX and that saying “emergency” successfully triggers escalation
Tips & Best Practices
Share this guide with your residents so they know how to submit a maintenance request
Make sure your business hours are correctly configured in Property Meld’s Emergency Settings
Escalation will only occur after hours, and only for emergencies that match your configured categories
Residents must say the word “emergency” during the call for MAX to trigger escalation