Troubleshooting Telephony
Overview
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.
Troubleshooting
The caregiver 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 phone system. Record the precise time and phone number and report it to the local phone company to increase the capacity of the switch.
The caregiver can't clock in. Call the Ankota telephony number using the employee's telephony ID and PIN. If you are able to hear their schedule according to the schedule board's schedule, there is no problem with the caregiver's log-in information. If you hear a system error or do not hear the schedule represented on the schedule board, please call support at 844-4-Ankota, extension 1, or email support@ankota.com.
The caregiver forgot the telephony/call-in number. Open the Dispatch Board. The Ankota number is shown at the top of the leftmost column.
The caregiver 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 the caregiver's 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 about the appropriate tasks. Check to be sure a care plan exists for the client and that it is current (not expired), with all the correct care plan items on it.
The system asked a strange question that hasn't been asked before. Check to make sure the care plan was not accidentally altered. If it was not, usually this means an optional setting got turned on or off somewhere. Please contact Ankota for assistance.