Telephony/IVR Walkthrough

Telephony, or IVR, is how caregivers can call in to Ankota in order to clock in or out. This process is normally done from the client's registered home phone, although on occasion a FOB (fixed object device) may be used so that a different phone can be used. See below for a clear walkthrough of a telephony clock-in, both in a standard clock-in and a FOB clock-in. Alternately, skip straight to the bottom to download a copy of the walkthrough or watch the video!

Telephony Clock-in

To clock in with telephony,

• Arrive at the client’s residence 
• Report arrival via telephony from the client’s phone number (example call below)
  • Please enter your user ID followed by # sign.
  • Please enter your PIN followed by # sign (if you have one).
  • To select X am arrival, press 1. Press 99 to hear your schedule for tomorrow.
  • Arrival time is X pm. You should complete your visit at X pm.
  • Your arrival has been reported. Thank you.
• Complete your visit
• Report departure, including care plan items, via telephony from the client’s phone number (example call below)
  1. Please enter your user ID followed by # sign.
  2. Please enter your PIN followed by # sign.
  3. To select departure, press 1. Press 99 to hear your schedule for tomorrow. 
  4. Departure time is X pm. 
  5. Please report the value or status of the following items: 
  6. [Item] is complete, press 1; if not needed today, press 2; if client refused, press 3 
     • Repeat as needed
  7. If care plan item status are acceptable, press 1; to re-enter care plan item status, press 2.
  8. Are there any concerns you’d like to share with the office about the patient’s condition? Press 1 for yes or 2 for no. 
  9. Your departure has been successfully reported. Thank you.
• Depart the client visit location (do not leave until departure is reported)

Telephony Clock-in with FOB

 First, let's define a FOB. 

To clock in with telephony and a FOB,

• Arrive at the client’s residence 
• Click the FOB and write down the arrival code
  1. If you are able, call now to report the arrival and use the arrival code; if not, call later
• Complete your visit
• Click the FOB again and write down the departure code (keep both codes!)
  1. If you are able, call now to report departure and use the departure code; if not, call later
• Report arrival as you are able using the FOB code, calling the telephony line (example call below)
  1. Please enter your user ID followed by # sign.
  2. Please enter your PIN followed by # sign (if you have one).
  3. Please select action from the following list:
     • To select Name arrival, press 1
  4. Please enter the code generated by the FOB device followed by # sign. (Enter the arrival code)
  5. Arrival time is X pm. You should complete your visit at X pm.
  6. Your arrival has been reported. Thank you.
• Report departure as you are able using the FOB code, calling the telephony line (example call below)
  • Please enter your user ID followed by # sign.
  • Please enter your PIN followed by # sign.
  • Please select action from the following list:
    • To select Name departure, press 1 
  • Please enter the code generated by the token device followed by # sign. (Enter the departure code.)
  • Departure time is X pm. 
  • Please report the value or status of the following items: 
  • [Item] is complete, press 1; if not needed today, press 2; if client refused, press 3.
    • Repeat as needed
  • If care plan item status are acceptable, press 1; to re-enter care plan item status, press 2.
  • Are there any concerns you’d like to share with the office about the patient’s condition? Press 1 for yes or 2 for no. 
  • Your departure has been successfully reported. Thank you.

Remember, always report arrival with the arrival code first, and the departure call with the departure code second. If you report codes out of order, they will not work!

Care Codes

In some states, caregivers are not assigned care plan items for Respite but instead report tasks on an as-needed basis. To avoid having to listen to the entire list of care plan items, caregivers for these agencies are given the option to enter care plan task codes followed by the pound sign or hash tag (#), both in telephony and in the mobile app. These care plan task codes will be provided to the agencies as needed.

Telephony Guide

You may also wish to download the appropriate telephony guide below for your reference. 

Telephony Guide.pdf

Telephony Guide with FOB.pdf

Video