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Description: In this topic, the user will learn how to set up and manage the EVV phone system. Phone EVV is an option for clients who live in regions that have little or no access to a cellular or internet network but have landline phone access. This option allows the client to receive service while meeting the requirements for EVV. Phone EVV is used for employees to clock in/out for hourly, group services, residential programs, day programs, and parenting programs. . The employee must call the IVR phone number from the phone number (landline) on the clients profile to create real time and historical punches.
*Please note: Phone EVV has multi-language capability. This requires an instance-level setting change. Please contact DCI for more information.
Role Required: Super UserModified 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., varies by object for Supervisor, Employer
Permission Required: Varies by object for Funding Source Admin, Client Admin, Report Admin
Managing Table of Contents
Prompts & Examples
The system is enabled with standard phone prompts , however and during implementation , the prompts will be configured per the organization's requirements. Please check with 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.”
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 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 – “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."
Goodbye Message - "Thanks for calling. Goodbye."
Client PIN Failure - "Client PIN authentication failed."
Edit the IVR Prompts
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Please check with the organization's System Administrator before making any changes to EVV Phone Prompts.
Log in to DCI
Click Settings on the main menu
Click EVV on the submenu
Select EVV IVR Prompts on the flyout menu
Select the prompt
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to manage
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it
Click Actions
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Select
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Edit IVR Prompt from the
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drop-down menu
If
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multi-language is enabled
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, multiple languages will be visible on the language tab.
Enter the prompt text
The prompt text will be read by a computer generated voice
Add an attachment by 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
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users will hear a human voice
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instead of the computer-generated
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one.
Update the greeting for multi-language (if enabled) and click the Translate button
Click Save and Yes to confirm
Listen to the IVR Prompts
Log in to DCI
Click Settings
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on the main menu
Click EVV
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on the submenu
Click EVV IVR Prompts
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on the flyout menu
Select the prompt
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to manage
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Click Actions
Select
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Edit Phone Prompt from the drop-down menu
If the prompt has an audio file attachment,
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an attachment and a mini audio player will be visible.
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Click the play button or download the file to listen to the prompt
EVV Call Logs
View EVV call logs
Log in to DCI
Option A
Click Reports from the main menu
Click EVV Reports on the submenu
Click EVV Phone Reports 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 select Search to view all results
Option B
Click Settings from the main menu
Click EVV from the submenu
Click EVV Call Logs 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 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 and EVV Location
Enabling EVV Create a new service code with EVV. Enabling EVV will enable EVV on a service code will enable it for Phone EVV. Choose whether EVV Location is a required field.
Log in to DCI
Click Settings
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on the main menu
Click Funding Sources
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on the submenu
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Search for and select the funding source
Click Actions
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Select New Service Code from
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To enable EVV:
Fill out the form wizard
For EVV Required click Yes
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Click Save
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Click Yes on the confirmation alert window
the drop-down menu
Complete the form wizard
Require EVV Location: Select Yes to make this a required field or No so that users may optionally choose it.
If location is required, a selection must be made during Phone EVV entry ("none" will not be an option). The system will provide numbered options for EVV locations associated with the client.
If the user is calling from the associated EVV phone number, this step will not be presented as the EVV location will be automatically selected.
If location is not required, "none" will be an available option.
EVV Required: Select Yes to make EVV required or No if it is not
Click Save and Yes to confirm
Edit an Existing Service Code to Comply with EVV and EVV Location
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Log in to DCI
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Click Settings on the main menu
Click Funding Sources
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on the submenu
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Search for and select the funding source
Scroll down and click on the service code to edit
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to open the service code details page
Click Actions
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Select Edit Service Code from the
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Verify the toggle button next to EVV Required is set to Yes
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Click Save
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Click Yes on the confirmation alert window
drop-down menu
Require EVV Location: Select Yes to make this a required field or No so that users may optionally choose it.
If location is required, a selection must be made during Phone EVV entry ("none" will not be an option). The system will provide numbered options for EVV locations associated with the client.
If the user is calling from the associated EVV phone number, this step will not be presented as the EVV location will be automatically selected.
If location is not required, "none" will be an available option.
EVV Required: Select Yes to make EVV required or No if it is not
Click Save and Yes to confirm
Create a New
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.
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EVV Employee Service Account
Log in to DCI
Click Home on the main menu
Click Employees on the submenu
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Enter the employee
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's name in
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Click Search
the filter and click Search
Click
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anywhere in the employee row
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to open the Employee Details page
Click Actions
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Select New Service Account from the
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drop-down menu
Complete the form wizard
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Set the EVV Frequency Type
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:
Clock Out Only
Clock In and Out
Clock In, Out, and Defined Intervals During Shift
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Define the intervals in minutes for this option
Clock In Only
Click Save
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and Yes to confirm
Edit an
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Existing Employee Service Account to
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Comply with EVV
Log in to DCI
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Click Home
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on the main menu
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Click Employees
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on the submenu
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Enter the employee
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's name in the filter and click Search
Click anywhere in
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the employee row to open the Employee Details page
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Select the Accounts tab located below the details window
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Select the account that needs to be deactivated or edited
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Select the Actions button
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Select Edit Account from the actions dropdown
Click the Accounts tab
Select the account to be edited
Click Actions
Select Edit Account from the drop-down menu
Set the EVV Frequency Type:
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Clock Out Only
Clock In and Out
Clock In, Out, and Defined Intervals During Shift
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Define the intervals in minutes
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Click Save
for this option
Clock In Only
Click Save and Yes to confirm
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Phone EVV Locations
Creating an EVV location for a client , enables to opportunity to associate associates a landline phone with that client's EVV location. While DCI does not have a phone verification service, you each organization can mark a phone number as verified or not verified when creating an EVV location.
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The employee will need to be calling the IVR phone number from the phone number (landline) listed on the clients profile
If the phone number is not listed on the client profile the result on the EVV Call Log will
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show an Unrecognized Number.
If EVV Location is required by the organization and the user is calling from the associated EVV phone number, the EVV location will be automatically selected for the user.
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Add a
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Location to an
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Existing Profile
Log in to DCI
Click the desired profile type from the submenu
Search and select the profile
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to add a location to
Click Actions
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Select New EVV Location from the drop-down menu
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Complete the Add New EVV Location form wizard
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EVV Location Name
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(required) - Should be recognizable by the employee providing services
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EVV Location Type
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(required) - Residential,
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Commercial,
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or Public Space
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Address (required) - Enter the EVV Location address
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Phone Number (optional) - For phone EVV, this is the client's landline 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
Click Yes if phone number has been verified, No if it has not
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The client's landline number needs to also be listed on the client profile in the phone number field
Phone Verified - Tracking done by the organization
Phone Type (optional)
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This list is configurable via Settings > Custom Dropdowns
Examples might include
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Landline, Mobile, Apple, Android, etc.
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Phone Carrier (optional)
This list is configurable via Settings > Custom Dropdowns
Examples might include local carriers or national carriers such as ATT or Verizon
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Begin Date
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(required)
End
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Date (optional)
If no End Date is selected, the EVV location will always be available.
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Status (required) - Active or Inactive
Active: Location will be available when entering a punch
Inactive: Location will be hidden when entering a punch
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Primary checkbox - Check if this is the location that should auto-populate on
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new punches
Only one location can be primary
Click Save
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The system will verify the EVV Location is a valid address
If it is valid, click Yes to confirm.
If it is not, an error will
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display that reads, “Google Maps does not recognize this Location Address.”
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Enter a valid address to continue.
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If it is, select Yes on the confirmation alert window.
To view the EVV Location Details, click the EVV Locations Tab on the Profile Details
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page.
*For new client profiles, follow steps 6 six through 15 eight when you get to completing the EVV Location tab of the Add New Client Wizard.
EVV Phone Report
Log in to DCI
Click Reports on the main menu
Click EVV Reports on the submenu
EVV Punches
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Click EVV Phone Report on the flyout menu
This report contains the following information:
Filters Available: | Columns Available: |
· Date of Call | · Punch Id |
· Service Code | · Date of Call |
· Cost Center | · Start Time |
· Phone Number | · End Time |
· Employee Name | · Service Code |
· Client Name | · Cost Center |
· Phone Number | |
· Client/Program Name | |
· Employee | |
· Clock In EVV Location | |
· Clock Out EVV Location | |
· Result |
EVV Call Logs
Log in to DCI
Click
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To review the details of any punch, click the blue Entry ID in the punch row.
Settings on the main menu
Click EVV on the submenu
Click EVV Call Logs on the flyout menu
The call logs provide the following information:
Filters Available: | Columns Available: |
· Date of Call (MM/DD/YYYY) | · Date of Call |
· Account Type | · Start Time |
· Cost Center | · End Time |
· Phone Number | · Prompt Language |
· Employee Name | · Account Type |
· Client Name | · Cost Center |
· Phone Number | |
· Client/Program Name | |
· Employee | |
· Result |
Historical Phone Entries
Historical phone EVV allows users to enter time after the shift has already happened using the client's landline phone number. Because the shift is in the past, users clock in and out during the same call. Historical phone EVV requires that
*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 verificationbe present to verify the historical time entry.
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. the most common reason is that the employee forgot to clock in for a shift. Another reason may be that there were urgent care needs at the beginning of the shift and the employee had to attend to the client before they were able to clock in. These should be exceptions and ever every 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
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Log in to DCI
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Click Reports in the main menu
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Click EVV Reports on the submenu
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of the shift.
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