Sandata: Using Interactive Voice Response (IVR) - Central Time Zone for IL

OBJECTIVE: This article provides Illinois-specific instructions on how to call in and call out using Interactive Voice Response (IVR) in Sandata.

Reference the attachments for these instructions in other languages.

Table of Contents:

• Santrax FAQ
• Calling In using IVR
• Calling Out using IVR

Santrax FAQ

Santrax Support Phone Line:

• 1-855-821-9354
• 1-855-836-4914 (Toll-Free)

If you receive a Busy Signal or No Answer:

1. Check the number to make sure it was dialed correctly.
2. Try calling again.
3. Try calling the second toll-free number provided.
4. If you still cannot complete the call, contact your supervisor or CDS employer, as applicable.

If the system says: "Sorry, Invalid Number:"

1. Check to see if the phone has a T-P (Tone-to-Pulse) switch.
2. Make sure the switch is on T.
3. If there is no switch, you must say your ID number into the phone one digit at a time.

Calling In using IVR

When arriving at the client's home, make sure you have your Santrax ID.

NOTE: When speaking to Santrax on any toll-free line, speak in English, slowly and clearly one digit at a time (1075 = one, zero, seven, five).

1. Dial any of the toll-free numbers assigned to your provider agency.

2. Santrax will say: “Welcome, please enter your Santrax ID.” Press the numbers of your Santrax ID on the touch tone phone. You also have the option to speak your Santrax ID in English, slowly and clearly one digit at a time.

NOTE: If you are experiencing difficulties with the first toll-free number, please use the second toll-free number.

3. Santrax will say: “Please select “1” to call in or "2" to call out." Press the one (1) key to Call In. Santrax will say: “Received at <TIME>. Thank you, bye.”

4. End the call. You have successfully called in using IVR.

Calling Out using IVR

When arriving at the client's home, make sure you have your Santrax ID.

NOTE: When speaking to Santrax on any toll-free line, speak in English, slowly and clearly one digit at a time (1075 = one, zero, seven, five).

1. Dial any of the toll-free numbers assigned to your provider agency.

2. Santrax will say: “Welcome, please enter your Santrax ID.” Press the numbers of your Santrax ID on the touch tone phone. You also have the option to speak your Santrax ID in English, slowly and clearly one digit at a time.

NOTE: If you are experiencing difficulties with the first toll-free number, please use the second toll-free number.

3. Santrax will say: “Please select “1” to call in or "2" to call out." Press the one (2) key to Call Out.

4. Santrax will say: "Enter number of tasks." Press the button on the phone for the total number of tasks performed for the client.

5. Santrax will say: "Enter task ID." Press the button on the phone for each Task ID that was performed.

NOTE: If you made a mistake entering Tasks, press 00 and the system will confirm by saying: “Starting Over, Enter number of tasks”. Enter all task ID’s again. 

6. End the call. You have successfully called in using IVR.

Source: Implementation Team