Overview
The Interactive Voice Response (IVR) system is designed to streamline and enhance your workforce management. The IVR system allows security guards to clock in and out of their shifts using a simple phone call, ensuring accurate timekeeping and reducing the need for manual data entry. This functionality is particularly useful for remote or mobile employees who may not have access to traditional clock-in systems. TrackTik's IVR system helps security firms maintain accurate records, enhance accountability, and optimize workforce management processes.
Before you start
- IVR works with Scheduling.
- Contact us to activate IVR on your portal.
Ensure your employee IDs are compatible with IVR
Employees will use their employee IDs to clock in and out of the Interactive Voice Response (IVR) system. Ensure that your employees' IDs are compatible by following these steps:
- Go to Settings
- Select View All
- Click General
- Choose View All or General
- Enter a value greater than 4 in the Employee ID Length field. This is the number of characters in your Employee IDs.
- Employee IDs must contain at least four numeric characters to function with the IVR.
Configure IVR for Canada, the USA, or Mexico
To activate the Call-In Attendance option for Canada, the USA, or Mexico, follow these steps:
- Go to Settings
- Select View All
- Choose Call-In Attendance Setup
- Click Get another Interactive Phone Number
- Search for the country in the For Country field
- Enter the area code where your security guards will clock in from
- Click Get Numbers
- Select a phone number from the list of available numbers
- Choose between English, French, or Spanish as a Default Language
- This defines the language your staff hears when they call into the IVR. You may choose one language per phone number. For multiple languages, you will need to set up a phone number for each.
- Add a Description of the number if necessary
- Click Save
Get an IVR number for a country outside of North America
Please contact us for countries other than Canada, the USA, and Mexico to have an IVR number configured. We provide numbers for most countries.
Please provide your representative with the following information:
- The country and area or city where you will want to use the IVR system.
- The language(s) for the IVR system per location.
We will then apply the information to your portal once you have selected the phone number.
Note: For IVR numbers outside of North America, please format them without a '+' and any spaces.
Restrict calls to the IVR
For additional security and compliance, you may want to restrict calls to your IVR to only originate from specific phone numbers. Please contact us to configure this for your portal. Once we configure it, you can create a safe list of numbers your staff can call from for each site.
To restrict calls from specific numbers:
- Click Sites (Client)
- Select the Site and click View
- Click the Settings tab
- Choose Call-in Time Keeping
- Set the Restrict to phone number list toggle to ON
- Choose the Restrict to phone number list behaviour
- Allow and create ticket—Security guards can call from phone numbers other than the ones on your list, and the system will create an exception ticket.
- Block and create ticket- If a security guard calls from a phone number not on your list, they are blocked from accessing the IVR, and the system will create an exception ticket.
- To add a phone number to your list of approved numbers:
- Enter the number in the Phone Number field
- Enter a description in the Description field
- Click ADD PHONE
- To remove a phone number from your list, choose it from your list of numbers and click Delete.