Care workers can use AlayaCare's phone timekeeping feature to use an interactive voice response (IVR) system instead of the mobile application for actions such as clocking in and out of visits, listening to their schedule, completing service tasks, and reporting an incident.
When calling in, employees must authenticate themselves by entering their employee ID followed by the # sign. If an employee calls from a phone number listed on the client's profile, the IVR will recognize that they are punching in from the client's home.
⚠ AlayaCare's IVR system requires a 4- to 6-digit employee number to allow employees to clock in. If you use a Ceridian payroll system that has a 3-digit client identifier, clocking in via IVR may not work. ⚠
⚠Incident reports via IVR are disabled when the Allow Concurrent Clock-In setting in System Settings is enabled. Note that if you are using the multi clock-in feature, you will not be able to clock in or out of multiple visits using IVR. ⚠
Configure Phone Timekeeping
Make sure the Call-In Punch System feature flag is turned on.
Administrators can configure an agency's Phone Timekeeping (IVR) Settings from System Settings>Phone Timekeeping.
Use the Main Settings tab to generate an interactive number and enable IVR schedule-reading.
If the schedule-reading feature is enabled, you can also set the time frame for which you wish the IVR to read out an employee's schedule.
If your organization has enabled Care Plan 2.0 and wishes to use IVR for completing service tasks, you can also enable the service tasks reading feature. Once this feature is enabled, you can also set a default comment for service tasks that could not be completed.
You can also use these settings to set your default greeting message and enter a transfer number that employees can access at any time on calls to the IVR.
Overview of the IVR pathway
After calling your organization's interactive number, you will be asked to enter your 4-6-digit employee ID. You will then be taken to the main menu. From the main menu, you will hear a selection of the following options:
- Punch in (press 1)
- Punch out (press 2)
- Listen to your schedule (press 3)
- Listen to your service tasks (press 3)
- Record an incident report (press 9)
- Speak to a coordinator (press 0)
1. Punch in
To clock in to a visit or work session with a client, press 1. You will then be asked to select which visit from your scheduled you wish to clock in to.
If you are calling from a phone number that is listed on the client's profile, the IVR will detect that you are calling from the client's location. If no visits are scheduled for that client, the IVR will ask if you wish to create an unscheduled visit for the client. Once the unscheduled visit has been created, you will be able to clock into the work session.
If you are already clocked into a work session, the IVR will prevent you from punching into a new visit until you have clocked out.
2. Punch out
This option will be available if you are currently clocked into a visit or work session. If your organization is using Care Plan 2.0 and has enabled the service tasks reading feature in Settings>Phone Timekeeping, you will only be able to punch out once all your required service tasks are completed.
3. Listen to your schedule
This option will be a main menu option if you have enabled the schedule-reading feature in Settings>Phone Timekeeping>Main Settings.
The IVR will read all visits in your schedule for the time frame set in Settings>Phone Timekeeping>Main Settings.
4. Listen to your service tasks
This option will be available if your organization has enabled service task the reading feature in Settings>Phone Timekeeping to use with Care Plan 2.0 and you are clocked in to a visit that has required service tasks that have not yet been completed.
Pressing 3 will take you to the service tasks menu. There will be a slight delay while this menu to load. The longer the visit's list of service tasks, the longer this pause will be.
From the service tasks menu, you can listen to a summary of your service tasks and complete and comment on your required interventions and goals. To learn more about completing service tasks with IVR, see How do I review/complete my service tasks using IVR?
5. Record an incident report
This option will always be available in the main menu and service tasks menu. After pressing 9, you will be asked to record a message as the incident report.
This report can be accessed in the web application by going to Dashboard>Tickets.
Click View to open the ticket.
Then click the play button to listen to the recording.
6. Speak to a coordinator
This option can be accessed at any time on the call by pressing 0. This will transfer you to the transfer number that was entered in Settings>Phone Timekeeping>Main Settings for your organization.