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, residential programs, day programs, and parenting programs.
*Please note: Phone EVV has multi-language capability. This requires an instance-level setting change. Please contact DCI for more information.
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 on phone prompt changes.
Permission Required: Funding Source Admin, Client Admin, Report Admin
Managing Prompts
The system is enabled with standard phone prompts, however during implementation, the prompts will be configured per the organization's requirements. Please check with the organization's System Administrator before 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
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 to manage it
Click Actions
Select Edit IVR Prompt from the drop-down menu
If multi-language is enabled, 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 users will hear a human voice instead of the computer-generated 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 on the main menu
Click EVV from the submenu
Click EVV IVR Prompts on the flyout menu
Select the prompt to manage
Click Actions
Select Edit Phone Prompt from the drop-down menu
If the prompt has an audio file attachment, an attachment and a mini audio player will be visible.
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 on the main menu
Click EVV Reports on the submenu
Click EVV Phone Report on the flyout menu
Use filters to locate a specific call or click Search to view all results
Option B
Click Settings on the main menu
Click EVV on the submenu
Click EVV Call Logs on the flyout menu
- Use filters to locate a specific call or click 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
After the EVV Phone method has been approved by a supervisor for a particular client and/or service, proceed with the following steps.
Create a New Service Code with EVV
Enabling EVV on a service code will enable it for Phone EVV.
Log in to DCI
Click Settings on the main menu
Click Funding Sources on the submenu
Search for and select the funding source
Click Actions
Select New Service Code from the drop-down menu
To enable EVV:
Complete the form wizard
For the EVV Required field, click Yes.
Click Save and Yes to confirm
Edit an existing Service Code to comply with EVV
Log in to DCI
Click Settings on the main menu
Click Funding Sources on the submenu
Search for and select the funding source
Scroll down and click on the service code to edit to open the service code details page
Click Actions
Click Edit Service Code from the drop-down menu
Verify the radio button next to EVV Required is set to Yes
Click Save and Yes to confirm
EVV Service Account
The supervisor will set the EVV frequency on the service account. EVV Location may be required at Clock Out or Clock In/Out, depending on the EVV frequency setting. EVV Location will not be required at interval check-ins.
Create a new EVV Employee Service Account
Log in to DCI
Click Home on the main menu
Click Employees on the submenu
Enter the employee's name in the filter and click Search
Click anywhere in the employee row to open the Employee Details page
Click Actions
Select New Service Account from the drop-down menu
Complete the form wizard
Clock Out Only
Clock In and Out
Clock In, Out, and Defined Intervals During Shift
Define the intervals in minutes for this option
Set the EVV Frequency Type:
Click Save and Yes to confirm
Edit an existing Employee Service Account to comply with EVV
Log in to DCI
Click Home on the main menu
Click Employees on the submenu
Enter the employee's name in the filter and click Search
Click anywhere in the employee row to open the Employee Details page
Click the Accounts tab
Select the account to be edited or deactivated
Click Actions
Select Edit Account from the drop-down menu
Set the EVV Frequency Type:
Clock Out Only
Clock In and Out
Clock In, Out, and Defined Intervals During Shift
Define the intervals in minutes for this option
Click Save and Yes to confirm
Phone EVV Locations
Creating an EVV location for a client enables the 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 an Unrecognized Number
Add a location to an existing profile
Log in to DCI
Click the desired profile type from the submenu and select the profile you wish to add a location to
Click Actions
Click New EVV Location from the menu
The Add New EVV Location 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
Either Residential, Commercial, or Public Space
Enter the EVV Location address.
Enter the 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
Select Phone Verified
Click Yes if a phone number has been verified, No if it has not
Select the optional Phone Type
This list is configurable via Settings > Custom Dropdowns
Examples might include types such as Landline, Mobile, Apple, Android, etc
Select the optional Phone Carrier
This list is configurable via Settings > Custom Dropdowns
Examples might include local carriers or national carriers
Enter a Begin Date, this is required
The End Date is optional
If no End Date is selected, the EVV location will always be available
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
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, select Yes 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 DCI
Click Entries on the submenu
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 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
The flyout menu options display all EVV reports, click the EVV Phone Report
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