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Telephony

Effective Field-Based Employee Time Registration

Solution Overview

For staff that cannot register their arrival and departure from work using conventional Timeclocks, the Telephone is an ideal substitute. Telephones are freely available, easy to use and staff of all pay grades are comfortable using them. The Telephony component of Crown’s Open Options™ system enables authorised employees to perform a number of administration tasks with a simple, short telephone call to a designated number. An Interactive Voice Response (IVR) then guides them through the process.

How it Works

Employees that are authorised to use the Telephony Service would dial a prescribed telephone number. An IVR process would then answer the call and verify that the caller’s number is valid. The caller would then be asked to enter their PIN Number, which the system would use to construct a ‘Clocking Record’ for example, comprising the PIN and the Date & Time taken from the system. Following confirmation, the call is then terminated and the ‘Clocking Record’ sent to the Open Options database.

IVR Messages

The IVR dialogue and the associated messages can be tailored to each installation using pre-recorded voice messages. For example in the case of an employee undertaking the activity of “Clocking”, the caller can be prompted to indicate whether the registration is an ‘In’ or an ‘Out, albeit the Open Options software can automatically discriminate between the two. And the dialogue could prompt for additional callers on completion of each Registration task.

Other Data Capture Functions

The IVR dialogue can be configured to capture other details such as the recording of a location or a Work Booking Number. It can also be configured to provide information to the caller, such as Id verification and other enquiries.

A Telephony Service to meet your individual requirements

Crown provides a secure, hosted Telephony Service for those that simply want to use the solution without the cost of setting up their own in-house solution. Using this Cloud/Software as a Service (Saas) model, clients can simply subscribe to the Service and use it on demand, this is provided on a ‘Cost per Transaction’ basis. All you need is Open Options v12 or later… that’s it!

Telephony Solution Diagram

telephony-diagram

 

Open Options™ Telephony module enables staff to…

  • Clock in and out
  • Register Absences (i.e. Sickness)
  • Obtain a “Flexi-balance”
  • Book & Complete Work-Based Activities and/or Tasks

Open Options™ Telephony is also…

  • Fully integrated into the broader Open Options™ Workforce Management suite
  • Available as a Cloud /Software as a Service (SaaS) hosted solution
  • Able to be purchased and hosted by the customer if required
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