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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

Table of Contents
Managing

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

Please check with the organization's System Administrator before making any changes to EVV Phone Prompts.

  1. Log in to DCILog in with personal profile

  2. Click Settings on the main menu

  3. Click EVV on the submenu

  4. Select EVV IVR Prompts on the flyout menu

  5. Select the prompt you would like to manage

    6. The prompts are listed above

  6. it

  7. Click Actions 

  8. Select Actions buttonClick Edit IVR Prompt from the actions dropdowndrop-down menu

    1. If you have multi-language is enabled you will see multiple language , multiple languages will be visible on the language tab.

  9. 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 instead of the computer-generated voiceone.

    3. Update the greeting for multi-language (if enabled) and click the Translate button

  10. Click Save and Yes to confirm

Listen to the IVR Prompts

  1. Log in to DCI

  2. Click Settings from  on the main menu

  3. Click EVV from  on the submenu

  4. Click EVV IVR Prompts from  on the flyout menu

  5. Select the prompt you would like to manage

    6. The prompts are listed above

  6. Click Actions 

  7. Select Actions then click Edit Phone Prompt from the drop-down menu

  8. If the prompt has an audio file attachment, you will see an attachment and a mini audio player will be visible. 

  9. You can either click 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

  1. Click Reports from the main menu

  2. Click EVV Reports on the submenu

  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. Click Settings from the main menu

  2. Click EVV from the submenu

  3. Click EVV Call Logs 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

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.

  1. Log in to DCI

  2. Click Settings from  on the main menu

  3. Click Funding Sources from  on the submenuChoose 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

  4. Search for and select the funding source

  5. Click Actions button

  6. Click Select 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 

...

  1. the drop-down menu

  2. Complete the form wizard

    1. Require EVV Location: Select Yes to make this a required field or No so that users may optionally choose it.

      1. 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.

        1. 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.

      2. If location is not required, "none" will be an available option.

    2. EVV Required: Select Yes to make EVV required or No if it is not

  3. Click Save and Yes to confirm

Edit an Existing Service Code to Comply with EVV and EVV Location

  1. Log in to DCI

  2. Click Settings from Click Settings on the main menu

  3. Click Funding Sources from  on the submenuChoose the Funding Source where you would like to edit the Service Code for by selecting from the list or using the search filters

  4. Search for and select the funding source

  5. Scroll down and click on the service code to edit , the Service Code Details screen will opento open the service code details page

  6. Click Actions button

  7. Click Select 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.

...

  1. drop-down menu

    1. Require EVV Location: Select Yes to make this a required field or No so that users may optionally choose it.

      1. 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.

        1. 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.

      2. If location is not required, "none" will be an available option.

    2. EVV Required: Select Yes to make EVV required or No if it is not

  2. Click Save and Yes to confirm

Create a New EVV Employee Service Account

  1. Log in to DCI

  2. Click Home on the main menu

  3. Click Employees on the submenu

  4. Search for Enter the employee by typing their 's name in search filters and selecting the name when it comes up

  5. Click Search

  6. the filter and click Search

  7. Click Select the employee from the table by clicking anywhere in the employee row

    8. This will open up the Employee Details page

  8. to open the Employee Details page

  9. Click Actions button

  10. Click Select New Service Account from the actions dropdowndrop-down menu

  11. Complete Fill out the form wizard as usualNext, set

    1. Set the EVV Frequency Type

    . This can be set to 

    1. : 

      1. Clock Out Only

      2. Clock In and Out

      3. Clock In, Out, and Defined Intervals During Shift

      If you select this option you will also have to define

        1. Define the intervals in minutes for this option

      1. Clock In Only

  12. Click SaveClick Yes on the confirmation alert window  and Yes to confirm

Edit an

...

Existing Employee Service Account to

...

Comply with EVV

  1. Log in to DCI

  2. Select Click Home from  on the main menu

  3. Select Click Employees on  on the submenu

  4. Search for Enter the employee by entering the name and using the filters, then select the Search buttonThe search results will update in the table below the search box's name in the filter and click Search

  5. Click anywhere in the employee row to open up the employee row to open the Employee Details page

  6. Select the Accounts tab located below the details window

  7. Select the account that needs to be deactivated or edited

  8. Select the Actions button

  9. Select Edit Account from the actions dropdown

  10. Click the Accounts tab

  11. Select the account to be edited

  12. Click Actions

  13. Select Edit Account from the drop-down menu

  14. Set the EVV Frequency Type: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 ShiftIf you select this option you will also have to define

      1. Define the intervals in minutes

  15. Click Save

      1. for this option

    1. Clock In Only

  16. Click Save and Yes to confirmClick Yes on the confirmation alert window 

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.

  • 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

    If a phone is Verified in EVV locations, the

    • result on the EVV Call Log will 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. show SuccessfulIf 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 DCI

  2. Click the desired profile type from the submenu

  3. Search and select the profile you wish to add a location to

  4. Click Actions

  5. Click Select New EVV Location from the drop-down menu 

  6. The Complete the Add New EVV Location form wizard opensType the name of the location in the

    1. EVV Location Name

    field.

    1. This should be something (required) - Should be recognizable by the employee providing services.

    Select the

    1. EVV Location Type

    from the dropdown fieldEVV

    1. Either (required) - Residential, Commercial Commercial, or Public or Public Space

    Enter the 

    1. Address (required) - Enter the EVV Location address

    .

    Enter optional 

    1. Phone Number (optional) - For phone EVV, this is the client's landline number.

      1. Every active EVV Location for a client must have a unique phone number associated with it, if a phone number is entered

  7. Select Phone Verified

    1. Click Yes if phone number has been verified, No if it has not

    Select optional Phone Type

      1. .

      2. The client's landline number needs to also be listed on the client profile in the phone number field

    1. Phone Verified - Tracking done by the organization

    2. Phone Type (optional)

      1. This list is configurable via Settings > Custom Dropdowns

      2. Examples might include

      types such as

      1. Landline, Mobile, Apple, Android, etc.

    Select optional 

    1. Phone Carrier (optional)

      1. This list is configurable via Settings > Custom Dropdowns

      2. Examples might include local carriers or national carriers such as ATT or Verizon

    Enter a 

    1. Begin Date

    , this is

    1.  (required)

    2. End Date is Date (optional)

      1. If no End Date is selected, the EVV location will always be available.

    Select 

    1. Status (required) - Active or Inactive

      1. Active: Location will be available when entering a punch

      2. Inactive: Location will be hidden when entering a punch

    Check the

    1. Primary checkbox - Check if this is the location that should auto-populate on

    the New Entry wizard

    1. new punches

      1. Only one location can be primary

  8. Click Save.

    1. The system will verify the EVV Location is a valid address

      1. If it is valid, click Yes to confirm.

    2. If it is not, an error will be shown display that reads, “Google Maps does not recognize this Location Address.” You will need to enter Enter a valid address to continue.

    3. If it is, select Yes on the confirmation alert window.

  9. To view the EVV Location Details, click the EVV Locations Tab on the Profile Details Pagepage.

*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

  1. Log in to DCI

  2. Click Reports on the main menu

  3. Click EVV Reports on the submenu

EVV Punches

...

  1. 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

  1. Log in to DCI

  2. Click Entries on the submenu

  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

  1. Settings on the main menu

  2. Click EVV on the submenu

  3. 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 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

...

Log in to DCI

...

Click Reports in the main menu

...

Click EVV Reports on the submenu

...

of the shift.


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