Swept's Interactive Voice Response (IVR) allows Cleaners to Clock In/Out and report problems calling in from a landline phone.
Swept's Interactive Voice Response (IVR) is designed to allow cleaners with no access to a smartphone or SMS the ability to Clock In/Out and report problems using a landline phone at a Location.
Who can use this feature?
Cleaners and Supervisors can Clock In/Out using the IVR call-in feature. They will need their IVR PIN and your company's assigned IVR number.
What Cleaners and Supervisors need to Clock In/Out using the Call-in IVR feature?
- A Cleaner profile account in Swept
- The landline phone (the approved call-in number) they need to use to Call In the IVR number from the Location they clean.
- The IVR number assigned to your Swept account and accessible from the Settings of the Web app.
- The IVR PIN is assigned to the user's profile.
What does the IVR Sequence sound like when Clocking In?
Step 1 - Cleaner calls the IVR phone number from the landline phone (approved Call-In number):
[Automated Response] Thank you for using (your company’s IVR). You are calling from (Location Name). Please enter your IVR PIN to verify your identity then press the # key.
Step 2 - After listening to the prompt and confirming the IVR has the right location, enter your IVR PIN to verify your identity. Press # after your "IVR" pin:
[Cleaner] Enter IVR Pin and press #
[Automated Response] Thanks. Please press 1 to confirm if this is (cleaner’s name) or press 2 to start over.
[Cleaner] Press 1
Step 3 - The system will provide a list of shifts available to Clock In. Select the shift you are clocking into. If the system does not list the shift you are clocking into, you have the option to hear more shifts or Clock in without a scheduled shift:
[Automated Response] Great (cleaner’s name), please select a shift from the following options:
Press 1 for (Example- 2 pm to 4 pm Tuesday, April 21 to Tuesday, April 21). (This system will list the closest shift to the current clock-in time at this location.)
Press 2 if you don’t have a shift.
Press 3 if your shift wasn’t listed.
Press 4 to repeat the options.
[Cleaner] If 1 or 2 are selected:
[Automated Response] Okay great (cleaner’s name). We have marked you as clocked in to Office Building A. You can now hang up. Have a great day.
[Cleaner] If 3 is selected:
[Automated Response] Ok your shift wasn’t listed. Please select from the following options; (Other shifts scheduled at this location will be listed with a number. You will have the option to select one of these shifts, to repeat the options or start over)
[Cleaner] Press # based on shifts listed:
[Automated Response] Okay great (cleaner’s name). We have marked you as signed in to (Location Name). You can now hang up. Have a great day.
Step 4 - Once the system confirms you are clocked in, you can hang up.
What does the IVR Sequence sound like when Clocking Out?
Step 1 - Cleaner calls the IVR phone number from the landline phone (approved Call-In number). Cleaners will be provided with two options:
1. Clock Out- press 1
[Automated Response] Thank you for using (your company’s IVR). You are calling from (Location Name). Please enter your IVR PIN to verify your identity then press the # key.
[Cleaner] Enter IVR Pin and press #
[Automated Response] Thanks (cleaner; 's name) you are currently clocked in. Press 1 to clock out or press 2 to clock out and report a problem.
[Cleaner] Press 1
[Automated Response] Thank you (cleaner name) we have clocked you out of your cleaning of 3 hrs and 12 min. Have a great day.
2. Clock Out and report a problem- press 2
[Cleaner] Press 2
[Automated Response] Sorry to hear that there was a problem. At the tone leave a message describing the problem then hang up when you are done.
[Cleaner] Leave a message and hang up
When a cleaner selects “2” they will be prompted to leave a message at the tone. Swept transcribes the audio and reports the problem to the Manager/ Supervisor through the app so you must speak clearly..
Note: Problems reported must be at least 2 seconds long and no longer than 2 minutes or more for transcription to work.
If you have any questions, contact our technical support team in our chat or email us at support@sweptworks.com.