Description: In this topic you will learn how to set up and manage the EVV phone system. EVV phone is an option for clients who live in regions that have little or no access to the internet. This option allows the client to receive service while meeting the standards for electronic visit verification.  EVV phone is used for employees to clock in/out for hourly, Residential Programs, Day Programs and Parenting Programs. 

*Please note: EVV phone has multi-language capability. This requires an instance level setting change. Please contact your DCI representative to learn more about multi-language functionality.

Role Required: Superuser

Modified Role: Supervisor and Employer have access to some, but not all of this functionality. The system administrator should be the point person on phone prompt changes.

Permission Required: Funding Source Admin, Client Admin, Report Admin

Managing Prompts

DCI comes with standard phone prompts. During the implementation process, a DCI implementation specialist may configure those prompts per the agency's requirements. Please check in with your System Administrator prior to making any changes to EVV Phone Prompts. 

Prompts & Examples

  • Greeting Message – “Hello! Thank you for calling the DCI time keeping system.”

  • SSN Authentication – “Please enter the last four digits of your social security number.”

  • SSN Re-authentication – Please re-enter the last four digits of your social security number.”

  • Pin Authentication – “Please enter your pin.”

  • Employee Authentication Failed – “We are unable to locate your employee record. Please contact your supervisor.”

  • Exceeded Attempts – “You have exceeded the number of attempts allowed.”

  • Date of Birth Authentication – “Please enter your birth month and date. For example, June 4th would be 0604.”

  • Invalid Selection – “You have made an invalid selection.”

  • No Employee Record – “We are unable to recognize the number you are calling from, please try again from an approved number.”

  • Punch Should Be Closed – “We are unable to continue until your punch is closed.”

  • Punch Validation Failed – “Punch validation failed. Please contact your supervisor.”

  • Unknown Number – Profile – “We are unable to locate any profiles that matches the number you are calling from. Please call back from a valid number or contact your supervisor if you feel this is an error.” 

  • Inactive Hourly Service Account – “There is no active hourly service account for this client. Please verify you have selected the correct client, or contact your supervisor.”

  • Inactive Authorization – “There is no active authorization for this client. Please contact your supervisor.”

  • Inactive Residential Client Service Account – “The client you have selected does not have an active residential account. Please verify your entry. If you feel this is an error, contact your supervisor.”

  • Confirm Client PIN - "Confirm Client PIN"

  • Initiate Client Validation - "Initiate Client Validation"

  • Good Bye Message - "Thanks for calling. Good Bye ."

  • Client PIN Failure - "Client PIN authentication failed."

Edit the IVR Prompts

  1. Log in to your Personal Profile
  2. Click Settings from the main menu
  3. Click EVV from the sub menu
  4. Click EVV IVR Prompts from the flyout menu
  5. Select the prompt you would like to manage
    1. The prompts are listed above
  6. Select Actions button
  7. Click Edit IVR Prompt from the actions dropdown
    1. If you have multi language enabled you will see multiple language on the language tab
  8. Enter the prompt text
    1. The prompt text will be read by a computer generated voice
    2. Add an attachment by clicking Add Attachment, then select the file to upload
      1. A voice recording attachment, like an mp3 file, can be added to the voice prompt. The system will play the attachment so that your users will hear a human voice as opposed to the computer generated voice.
    3. Update the greeting for multi language and click the Translate button
  9. Click Save
  10. Click Yes on the confirmation alert window

Listen to the IVR Prompts

  1. Log in to your Personal Profile
  2. Click Settings from the main menu
  3. Click EVV from the sub menu
  4. Click EVV IVR Prompts from the flyout menu
  5. Select the prompt you would like to manage
    1. The prompts are listed above
  6. Select Actions then click Edit Phone Prompt
  7. If the prompt has an audio file attachment, you will see an attachment and a mini audio player. 
  8. You can either click the play button or download the file to listen to the prompt

EVV Call Logs

View EVV call logs

Option A

Log in to your Personal Profile

  1. Click Reports from the main menu
  2. Click EVV Reports on the sub menu
  3. Click EVV Phone Reports from the flyout menu
  4. You can enter in search criteria at the top of the screen if you are looking for a particular call or select Search to view all results

Option B

  1. Log in to your Personal Profile
  2. Click Settings from the main menu
  3. Click EVV from the sub menu
  4. Click EVV Call Logs from the flyout menu
  5. You can enter in search criteria at the top of the screen if you are looking for a particular call or select Search to view all results

These reports contain the following information:

  • Date of call

  • Start Time/End Time

  • Prompt Language

  • Account Type i.e. Hourly/Residential/Day/Parenting Program

  • Cost Center

  • Phone Number

  • Client/Program Name

  • Employee Name

  • Result

In order to find the most relevant information, the system allows the ability to filter the report by:

  • Date of Call

  • Account Type i.e. Hourly/Residential/Day/Parenting Program

  • Cost Center

  • Phone Number

  • Employee Name

  • Client Name

EVV Phone Service Code

Once the EVV Phone method has been approved by your supervisor for a particular client and/or service, proceed with the following steps. 

Service Code with EVV

Create a new service code with EVV. Enabling EVV will enable EVV on a service code will enable it for Phone EVV.

  1. Log in to your Personal Profile
  2. Click Settings from the main menu
  3. Click Funding Sources from the sub menu
  4. Choose the Funding Source where you would like to create a new Service Code by selecting in the list or searching using the filters and click Search
  5. Click Actions button
  6. Click New Service Code from the actions dropdown
  7. To enable EVV:
    1. Fill out the form wizard
    2. For EVV Required click Yes
  8. Click Save
  9. Click Yes on the confirmation alert window 

Edit an existing Service Code to comply with EVV

  1. Log in to your personal profile
  2. Click Settings from the main menu
  3. Click Funding Sources from the sub menu
  4. Choose the Funding Source where you would like to edit the Service Code for by selecting from the list or using the search filters
  5. Scroll down and click on the service code to edit, the Service Code Details screen will open
  6. Click Actions button
  7. Click Edit Service Code from the actions dropdown
  8. Verify the toggle button next to EVV Required is set to Yes
  9. Click Save
  10. Click Yes on the confirmation alert window 

EVV Service Account

The supervisor will set the EVV frequency on the Service Account. EVV Location will be required at Clock Out or Clock In/Out, depending on EVV frequency setting. EVV Location will not be required at interval check-ins.

Create a new EVV Client Service Account

  1. Log in to your Personal Profile
  2. Click Home on the main menu
  3. Click Clients on the submenu
  4. Search for the client by typing their name in search filters and selecting the name when it comes up
  5. Click Search
  6. Select the client from the table by clicking anywhere in the row
    1. This will open up the Client Details page
  7. Click Actions button
  8. Click New Service Account from the actions dropdown
  9. Fill out the form wizard as usual
  10. Next, set the EVV Frequency Type. This can be set to 
    1. Clock Out Only
    2. Clock In and Out
    3. Clock In, Out and Defined Intervals During Shift
      1. If you select this option you will also have to define the intervals in minutes
  11. Click Save
  12. Click Yes on the confirmation alert window 

Edit an existing Client Service Account to comply with EVV

  1. Log in to your Personal Profile
  2. Select Home from the main menu
  3. Select Clients tab from the submenu
  4. Search for the client by entering the name and using the filters, then select the Search button
  5. The search results will update in the table below the search box
  6. Click anywhere in the client row to open up the Client Details page
  7. Select the Accounts tab located below the details window
  8. Select the account that needs to be deactivated or edited
  9. Select the Actions button
  10. Select Edit Account from the actions dropdown
  11. Next, set the EVV Frequency Type. This can be set to 
    1. Clock Out Only
    2. Clock In and Out
    3. Clock In, Out and Defined Intervals During Shift
      1. If you select this option you will also have to define the intervals in minutes
  12. Click Save
  13. Click Yes on the confirmation alert window 

Phone EVV Locations

Creating an EVV location for a client, enables to opportunity to associate a landline phone with that client's EVV location. While DCI does not have a phone verification service, you can mark a phone number as verified or not verified when creating an EVV location.

  • If a phone is Verified in EVV locations, the result on the EVV Call Log will show Successful

  • If a phone is Not Verified in EVV locations, the result on the EVV Call Log will show Unrecognized Number

Add a location to an existing profile

  1. Log in to your Personal Profile
  2. Click the desired profile type from the sub menu and select the profile you wish to add a location to
  3. Click Actions
  4. Click New EVV Location from the menu 
  5. The Add New EVV Location form wizard opens
  6. Type the name of the location in the EVV Location Name field.
    1. This should be something recognizable by the employee providing services.
  7. Select the EVV Location Type from the dropdown field
    1. Either Residential, Commercial, or Public Space
  8. Enter the EVV Location address.
  9. Enter optional Phone Number
    1. Every active EVV Location for a client must have a unique phone number associated with it, if a phone number is entered
  10. Select Phone Verified
    1. Click Yes if phone number has been verified, No if it has not
  11. Select optional Phone Type
    1. This list is configurable via Settings > Custom Dropdowns
    2. Examples might include types such as Landline, Mobile, Apple, Android, etc
  12. Select optional Phone Carrier
    1. This list is configurable via Settings > Custom Dropdowns
    2. Examples might include local carriers or national carriers
  13. Enter a Begin Date, this is required
    1. End Date is optional
    2. If no End Date is selected, the EVV location will always be available
  14. Select Status
    1. Active: Location will be available when entering a punch
    2. Inactive: Location will be hidden when entering a punch
  15. Check the Primary checkbox if this is the location that should auto populate on the New Entry wizard
    1. Only one location can be primary
  16. Click Save.
    1. The system will verify the EVV Location is a valid address.
    2. If it is not, an error will be shown that reads, “Google Maps does not recognize this Location Address.” You will need to enter a valid address to continue.
    3. If it is, select Yes on the confirmation alert window.
  17. To view the EVV Location Details, click the EVV Locations Tab on the Profile Details Page

*For new client profiles, follow steps 6 through 15 when you get to the EVV Location tab of the Add New Client Wizard.

EVV Punches

No action is required on the part of the employer or supervisor for EVV phone. To review punches that were submitted via phone or with EVV:

  1. Log in to your Personal Profile
  2. Click Entries on the sub menu
  3. To review the details of any punch, click the blue Entry ID in the punch row.

*Please note that EVV Phone will not appear in the EVV Verifications table.

Historical Phone Entries

Historical phone entries require the client or authorized client representative to key in their pin on the landline phone once the employee has completed the entry and hands you the phone for verification.

Historical phone entries are not EVV compliant and should only be used when necessary. For example, if the landline service was down during the shift or if the employee forgot to clock in and out. These should be exceptions and ever effort should be made to ensure an EVV compliant method is completed at the time.

There is no action required by the employer or supervisor on historical entries, but you may want to prompt the employee to use an EVV compliant method if these occur frequently.

EVV Locations Reports

The following are the EVV report options. The EVV Phone Report is going to have information about Phone EVV.

  • EVV Entries Report

  • Geofence Report

  • EVV Phone Report

  • FOB Report

  • Portal Sign Off Report

Access EVV Phone Report

  1. Log in to your Personal Profile
  2. Click Reports in the main menu
  3. Click EVV Reports on the sub menu
  4. The flyout menu options displaying all EVV reports, click the EVV Phone Report