Description: In this topic the user will learn how to set up and manage IVR Prompts
Role Required: 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 for 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 organization's requirements. Check with the system administrator prior to making any changes to IVR 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"
- Goodbye Message - "Thanks for calling. Goodbye."
- Client PIN Failure - "Client PIN authentication failed."
To edit the IVR prompts (read by a computer-generated voice)
- Login to DCI
- Click Settings on the main menu
- Click EVV on the submenu
- Select EVV IVR Prompts on the flyout menu
- Select a prompt to manage by clicking on the row
- Click Actions
- Select Edit IVR Prompt from the drop-down
- If multi language is enabled, the prompt will be visible in multiple languages
- Edit the English language prompt as needed
- If multi language is enabled, click Translate on all other languages
- Click Save and Yes to confirm
To add an attachment to the prompts
A voice recording attachment, such as an mp3 file, can be added to the voice prompt. Users will hear a human voice as opposed to the default, computer-generated voice.
- Login to DCI
- Click Settings on the main menu
- Click EVV on the submenu
- Select EVV IVR Prompts on the flyout menu
- Select a prompt to manage by clicking on the row
- Click Actions
- Select Edit IVR Prompt from the drop-down
- Click Add Attachment
- Locate the file. File format must be .mp3.
- Click Open - A status bar displays the progress of attaching the audio file
- When complete, click Save and Yes to confirm
To listen to the prompts
- Login to DCI
- Click Settings on the main menu
- Click EVV on the submenu
- Select EVV IVR Prompts on the flyout menu
- Select a prompt to manage by clicking on the row
- Click Actions
- Select Edit IVR Prompt from the drop-down
- If the prompt has an audio file attachment, an attachment and a mini audio player will be visible.
- Click the play button to listen to the prompt