Troubleshooting Telephony

From time to time, caregivers may encounter difficulties with telephony. In order to effectively assist you, please identify your issue in the list below and follow the recommended troubleshooting steps as described.

You reached a busy signal. Ankota cannot give a busy signal as we use ‘bandwidth’ instead of ‘phone lines,’ so the issue is with the local bell system. Record the precise time and phone number and report it to Ankota.  We will work with the local bell system to try to increase the capacity of the switch

The phone rings. You dialed the wrong number. Ankota cannot make the phone ring.

You forgot the call-in number. Open the Dispatch Board.  The call-in number is shown at the top of the leftmost column

I forgot my User ID or my PIN. Lookup the worker on the Dispatch Board and point your cursor to their name.  The worker’s User ID and PIN will be displayed in a pop-up.

The system hangs up in the middle of my call. If the prompts just stop in the middle of a call, hang up and call back to complete the visit.  Also, please report this to the office along with the exact time you were calling in and the number you called from

The system won’t allow clock-in, only clock-out. You clocked in, but never clocked out of the previous visit so the system thinks you are calling to end the other, open visit.

The system won’t allow clock-ins for any visits. Check to be sure the Caregiver is 1) active; 2) allowed to work for that client OR has scheduled visits to that client; 3) has mobile app credentials. If any of these are in error, please correct them. If all are correct, please contact Ankota for further assistance.

The system didn’t ask me for my tasks. Check to be sure a care plan exists for the client and that it is current (not expired).

The system asked me a strange question I have never heard it ask before. Usually this means an optional setting got turned on or off somewhere.  Please contact Ankota for assistance.