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Description: In In this topic you , the user will learn how to set up and manage the EVV phone system. Phone EVV phone is an option for clients who live in regions that have little or no access to the interneta cellular or internet network but have landline phone access. This option allows the client to receive service while meeting the standards requirements for electronic visit verificationEVV. Phone EVV phone is used for employees to clock in/out for hourly, Residential Programs, Day Programs and Parenting Programs, residential programs, day programs, and parenting programs.
*Please note: Phone EVV phone has multi-language capability. This requires an instance-level setting change. Please contact your DCI representative to learn more about multi-language functionalityfor more information.
Role Required:Superuser Super User
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
Table of Contents
Managing Prompts
DCI comes The system is enabled with standard phone prompts. During the implementation process, a DCI implementation specialist may configure those prompts per the agency, however during implementation, the prompts will be configured per the organization's requirements. Please check in with your the organization's 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.”
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PIN Authentication – “Please enter your
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PIN.”
Employee Authentication Failed
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– “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
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– “Please enter your birth month and date. For example, June 4th would be 0604.”
Invalid Selection
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– “You have made an invalid selection.”
No Employee Record
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– “We are unable to recognize the number you are calling from
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. Please try again from an approved number.”
Punch Should Be Closed
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– “We are unable to continue until your punch is closed.”
Punch Validation Failed
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– “Punch validation failed. Please contact your supervisor.”
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Unknown Number – Profile
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– “We are unable to locate any profiles that
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match 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
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– “There is no active hourly service account for this client. Please verify you have selected the correct client, or contact your supervisor.”
Inactive Authorization
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– “There is no active authorization for this client. Please contact your supervisor.”
Inactive Residential Client Service Account
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– “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."
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Goodbye Message - "Thanks for calling.
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Goodbye."
Client PIN Failure - "Client PIN authentication failed."
Edit the IVR Prompts
Log in
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with personal profile
Click Settings on
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the main menu
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Click EVV
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on the
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submenu
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Select EVV IVR Prompts
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on the flyout menu
Select the prompt you would like to manage
The prompts are listed above
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Select Actions
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button
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Click Edit IVR
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Prompt from the actions dropdown
If you have multi language enabled you will see multiple language on the language tab
Enter
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the prompt text
The prompt text will be read by a computer generated voice
Add an attachment by
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clicking Add Attachment, then select the file to upload
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.
Update the greeting for multi-language (if enabled) and click
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the Translate
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button
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Click Save and Yes to confirm
Listen to the IVR Prompts
Log in to
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DCI
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Click Settings
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from the main menu
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Click EVV from the
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submenu
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Click EVV IVR Prompts
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from the flyout menu
Select the prompt you would like to manage
The prompts are listed above
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Select Actions
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then click Edit Phone Prompt
If the prompt has an audio file attachment, you will see an attachment and a mini audio player.
You can either click the play button or download the file to listen to the prompt
EVV Call Logs
View EVV call logs
Log in to your Personal ProfileDCI
Option A
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Click Reports
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from the main menu
Click EVV Reports on the
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submenu
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Click EVV Phone Reports
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from the flyout menu
You can enter in search criteria at the top of the screen if you are looking for a particular call or
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select Search
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to view all results
Option B
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Click Settings from the main menu
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Click EVV from the
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submenu
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Click EVV Call Logs
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from the flyout menu
You can enter in search criteria at the top of the screen if you are looking for a particular call or
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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.
Log in to
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DCI
Click
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Settings from the main menu
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Click Funding Sources from the
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submenu
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
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Click Actions button
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Click New Service
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Code from the actions dropdown
To enable EVV:
Fill out the form wizard
For EVV Required
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click Yes
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Click Save
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Click Yes
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on the confirmation alert window
Edit an existing Service Code to comply with EVV
Log in to
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DCI
Click Settings
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from the main menu
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Click Funding Sources from the
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submenu
Choose the Funding Source where you would like to edit the Service Code for by selecting from the list or using the search filters
Scroll down and click on the service code to edit, the Service Code Details screen will open
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Click Actions button
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Click Edit Service
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Code from the actions dropdown
Verify the toggle button next
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to EVV Required
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is set to
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Yes
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Click Save
Click
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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 will not be be required at interval check-ins.
Create a new EVV Employee Service Account
Log in to
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DCI
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Click Home
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on the main menu
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Click Employees on the submenu
Search for the employee by typing their name in search filters and selecting the name when it comes up
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Click Search
Select the employee from the table by clicking anywhere in the row
This will open up
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the Employee Details
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page
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Click Actions
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button
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Click New
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Service Account from the actions dropdown
Fill out
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the form
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wizard as usual
Next, set
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the EVV Frequency Type. This can be set to
Clock Out Only
Clock In and Out
Clock In, Out and Defined Intervals During Shift
If you select this option you will also have to define the intervals in minutes
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Click Save
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Click Yes
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on the confirmation alert window
Edit an existing Employee Service Account to comply with EVV
Log in to
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DCI
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Select Home
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from the main menu
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Select Employees
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on the submenu
Search for the employee by entering the name and using the filters, then select
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the Search
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button
The search results will update in the table below the search box
Click anywhere in
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the employee row
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to open up the Employee Details page
Select
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the Accounts
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tab located below the details window
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Select the account
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that needs to be deactivated or edited
Select
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the Actions
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button
Select
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Edit Account
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from the actions dropdown
Next, set
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the EVV Frequency Type. This can be set to
Clock Out Only
Clock In and Out
Clock In, Out and Defined Intervals During Shift
If you select this option you will also have to define the intervals in minutes
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Click Save
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Click Yes
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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
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is Verified in EVV locations, the result on
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the EVV Call Log
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will show Successful
If a phone
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is Not
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Verified in EVV locations, the result on
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the EVV Call Log
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will show
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Unrecognized Number
Add a location to an existing profile
Log in to
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DCI
Click the desired profile type from the
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submenu and select the profile you wish to add a location to
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Click Actions
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Click New EVV Location
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from the menu
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The Add New EVV Location
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form wizard opens
Type the name of the location in the EVV Location Name field.
This should be something recognizable by the employee providing services.
Select the EVV Location Type from the dropdown field
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Either Residential, Commercial,
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or Public Space
Enter
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the EVV Location address.
Enter
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optional Phone Number
Every active EVV Location for a client must have a unique phone number associated with it, if a phone number is entered
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Select Phone Verified
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Click Yes
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if phone number has been verified,
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No if it has not
Select
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optional Phone Type
This list is configurable
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via Settings
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> Custom Dropdowns
Examples might include types such as Landline, Mobile, Apple, Android, etc
Select
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optional Phone Carrier
This list is configurable
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via Settings
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> Custom Dropdowns
Examples might include local carriers or national carriers
Enter
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a Begin Date, this is required
End Date
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is optional
If no End Date is selected, the EVV location will always be available
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Select Status
Active: Location will be available when entering a punch
Inactive: Location will be hidden when entering a punch
Check the Primary checkbox if this is the location that should auto populate on the New Entry wizard
Only one location can be primary
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Click Save.
The system will verify the EVV Location is a valid address.
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.
If it is,
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select Yes
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on the confirmation alert window.
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:
Log in to
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DCI
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Click Entries on the
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submenu
To review the details of any punch, click the
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blue Entry ID
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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.
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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
Log in to
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DCI
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Click Reports
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in the main menu
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Click EVV Reports on the
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submenu
The flyout menu options displaying all EVV reports, click
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the EVV Phone Report
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