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Many of the options under the Telephony Setup tool are dependent on the prompts set up on the toll-free number that the caregivers will call. Making a change to the options selected in the Telephony Defaults screen may also require that changes be made to the prompts the Caregivers will hear when they place calls to the toll-free number. Any changes to the prompts must be made by the HomeTrak Telephony Call Center. Any requests for changes to the prompts the caregiver will hear when they call the toll-free number should be requested by contacting HomeTrak Technical Support.

Telephony is Active

A checkmark in the Telephony is Active field indicates that you are using Telephony. If this field is unchecked it indicates that you are not a Telephony user. The default for this field indicates no Telephony. During the initial Telephony set-up for your company, your HomeTrak representative will populate this field.

Telephony ID

This is the Telephony ID for your company/office. This is a four-digit number assigned by HomeTrak when Telephony is initially set up, and your HomeTrak representative will populate this field.

800 Number Caregivers Call

This is the toll-free phone number your caregivers will call to initiate a Start or End of Visit call. This number is assigned by the HomeTrak Telephony Call Center. During the initial Telephony set up for your company/office, your HomeTrak representative will populate this field. It will be a ten-digit toll-free telephone number. The 800 number entered here will be printed on the Telephony Instruction Cards that can be generated in the Printed Reports Module for your caregivers.

Maximum Minutes Matching Calls Together

This is the longest amount of time (in minutes) that should elapse between calling in and calling out so the system recognizes the calls for matching. Telephony uses the value in this field to match the Start of Visit call and End of Visit call for a visit, update the schedule and move the record to the Completed Visit file. (NOTE: 24 hours = 1440 minutes.)

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If this option is disabled, then this feature will only work for Caregivers who perform back-to-back Live-Ins for the same client. (the schedules must be created from an Authorization where the Billing Rate Type in the Rate Package is a Live-In Rate Type). For Hourly and Per Visit schedules, the caregiver will need to place both Start and End of Visit calls for each schedule.

Breakout across Back-to-Back Schedules

When this option is enabled, caregivers can clock in once with a Start of Visit call at the start of a sequence of back-to-back schedules and then clock out once at the end of the day's back-to-back schedule sequence. Telephony will identify this pattern and create a new E-TimeCard record for each of the completed back-to-back schedules and automatically divide the hours between the schedules.

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NOTE: Any E-TimeCard that has been broken out will have the 'Note' in the E-TimeCard set to include the text "Breakout E-TimeCard created on {DATE}". Be aware that the 'Note' will not be set if the user already added their own note to the E-TimeCard

How the Breakout across Back-to-Back Schedules Feature Affects Telephony Alerting

Telephony Alerts for schedules that occur back-to-back for the same caregiver are handled differently when this feature is enabled. When a caregiver clocks in at the start of any back-to-back schedule sequence, the system assumes that the caregiver is starting the back-to-back sequence and it will not send out any alerts for the remainder of schedules in that back-to-back sequence. This is necessary since it is not expected that the caregiver will be placing any more calls during the schedule sequence until they clock-out at the end of the sequence. Thus, when HomeTrak Companion detects a clock-in for a caregiver's back-to-back schedule sequence, the schedule(s) will appear on the screen Has Caregiver Signed in Yet? under the heading of Back-to-back Schedules: Caregiver Signed In.

Attributes to Attach to Schedule

When a Telephony E-TimeCard is manually edited, the Add Attributes to Schedule check box is automatically checked. This indicates that if default attributes have been added in the Telephony Defaults screen, when the E-TimeCard is matched to a schedule the system will add the default attributes identified in the Telephony screen to the schedule.
Attributes are characteristics that may be used to conveniently describe a schedule.

You will pre-establish your master list of Attributes in the User Defined Information Module. 

Mileage Entered by Caregivers (On Instructions)

Use this option to indicate that the caregiver will enter Mileage (this is the mileage between clients) into the system on the Start of Visit call. If the box is checked, the caregiver instruction cards you create will include the instructions for entering mileage on the Start of Visit call.

NOTE: To have Caregivers enter mileage through telephony, you must also have the Mileage prompt added to the prompts the caregivers hear when they place a Start of Visit call.

Errand Miles Entered by Caregivers (On Instructions)

Use this option to indicate that the caregiver will enter Errand Miles (this is the errand miles they incur while looking after the client) into the system on the End of Visit call. If the box is checked, the caregiver instruction cards you create will include the instructions for entering errand miles on the End of Visit call.

NOTE: To have Caregivers enter errand mileage through telephony, you must also have the Errand Miles prompt added to the prompts the caregivers hear when they place an End of Visit call.

Expenses Entered by Caregivers (On Instructions)

Use this option to indicate that the caregiver will enter Expenses into the system on the End of Visit call. If the box is checked, the caregiver instruction cards you create will include the instructions for entering expenses on the end of visit call.

NOTE: To have Caregivers enter expenses through telephony, you must also have the Expenses prompt added to the prompts the caregivers hear when they place an End of Visit call.

Days Until Auto Fixing E-TimeCards

Auto-Fix E-TimeCards is a feature designed to automatically attempt to fix errors with ETimeCards that have not yet been matched to a schedule and that are over X days old,
where X is a user-configurable parameter. By default this feature is turned off, displaying 0 in the Days Until Auto Fixing ETimeCards field. To use this feature, you must enter a
number to specify how many days old an E-TimeCard should be before the Telephony Service attempts to auto-fix errors for the E-TimeCard. Whatever number is entered in this
field is the value for X.

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To support this, there is a scenario in the Open E-TimeCards screen called Pending Auto Fixed Calls. If this feature is being utilized, you will want to make sure that the E-TimeCards that appear in the Pending Auto-Fixed Calls scenario are approved or otherwise reviewed prior to going through the normal daily steps for checking and manually fixing your Open ETimeCards.

Days Until Auto Cancelling E-TimeCards

Auto-Cancel E-TimeCards is a feature designed to automatically cancel E-TimeCards that have not yet been matched to a schedule and that are over X days old, where X is a user configurable parameter. By default this feature is off, displaying a 0 in the Days Until Auto Cancelling E-TimeCards field. If you want to use this feature, then you would populate the number of days old an E-TimeCard should be before the Telephony Service attempts to auto cancel the E-TimeCard. Whatever number is populated in this field is the value for X.

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