{"type":"doc","content":[{"type":"paragraph","content":[{"text":"Voice Xpress","type":"text","marks":[{"type":"textColor","attrs":{"color":"#17365d"}}]},{"text":" ","type":"text"},{"text":"Employee Guide","type":"text","marks":[{"type":"textColor","attrs":{"color":"#17365d"}}]},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"INTEGRATED TELEPHONY","type":"text","marks":[{"type":"em"},{"type":"textColor","attrs":{"color":"#4f81bd"}}]},{"text":" ","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"Employee Scheduling and Time & Attendance Solution","type":"text","marks":[{"type":"em"},{"type":"textColor","attrs":{"color":"#4f81bd"}}]},{"text":" ","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"Table of Conte","type":"text","marks":[{"type":"strong"},{"type":"textColor","attrs":{"color":"#365f91"}}]},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.macro.core","extensionKey":"anchor","parameters":{"macroParams":{"":{"value":"_GoBack"}},"macroMetadata":{"macroId":{"value":"ca4923c2-03f3-4781-b0fb-bde3f9763925"},"schemaVersion":{"value":"1"},"title":"Anchor"}}}},{"text":"nts","type":"text","marks":[{"type":"strong"},{"type":"textColor","attrs":{"color":"#365f91"}}]},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"Overview ","type":"text","marks":[{"type":"link","attrs":{"href":"#VoiceXpress2.0EmployeeGuide-_Toc486968422"}}]},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"Calling Voice Xpress ","type":"text","marks":[{"type":"link","attrs":{"href":"#VoiceXpress2.0EmployeeGuide-_Toc486968423"}}]},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"Multiple languages ","type":"text","marks":[{"type":"link","attrs":{"href":"#VoiceXpress2.0EmployeeGuide-_Toc486968424"}}]},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"Authorized phone numbers ","type":"text","marks":[{"type":"link","attrs":{"href":"#VoiceXpress2.0EmployeeGuide-_Toc486968425"}}]},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"Pre-typing logon information ","type":"text","marks":[{"type":"link","attrs":{"href":"#VoiceXpress2.0EmployeeGuide-_Toc486968426"}}]},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"Error - Login with incorrect ID or password ","type":"text","marks":[{"type":"link","attrs":{"href":"#VoiceXpress2.0EmployeeGuide-_Toc486968427"}}]},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"Actions and Dialogs ","type":"text","marks":[{"type":"link","attrs":{"href":"#VoiceXpress2.0EmployeeGuide-_Toc486968428"}}]},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"Check In to a scheduled shift ","type":"text","marks":[{"type":"link","attrs":{"href":"#VoiceXpress2.0EmployeeGuide-_Toc486968429"}}]},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"Check Out from a shift in progress ","type":"text","marks":[{"type":"link","attrs":{"href":"#VoiceXpress2.0EmployeeGuide-_Toc486968430"}}]},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"Safety Check for a shift in progress ","type":"text","marks":[{"type":"link","attrs":{"href":"#VoiceXpress2.0EmployeeGuide-_Toc486968431"}}]},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"Meal Break Start for a shift in progress ","type":"text","marks":[{"type":"link","attrs":{"href":"#VoiceXpress2.0EmployeeGuide-_Toc486968432"}}]},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"Meal Break End for a break in progress ","type":"text","marks":[{"type":"link","attrs":{"href":"#VoiceXpress2.0EmployeeGuide-_Toc486968433"}}]},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"Check In when no shift is scheduled ","type":"text","marks":[{"type":"link","attrs":{"href":"#VoiceXpress2.0EmployeeGuide-_Toc486968434"}}]},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"Listening to the schedule ","type":"text","marks":[{"type":"link","attrs":{"href":"#VoiceXpress2.0EmployeeGuide-_Toc486968435"}}]},{"text":" ","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":1},"content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.macro.core","extensionKey":"anchor","parameters":{"macroParams":{"":{"value":"_Toc486968422"}},"macroMetadata":{"macroId":{"value":"76661828-5447-40d7-85c7-2573ccd84c8f"},"schemaVersion":{"value":"1"},"title":"Anchor"}}}},{"text":"Overview","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"Employees can use a traditional telephone to check in and out of their shifts. This is especially useful to ensure that the check-in is being done from a known, authorized location by using a client's landline, or in situations where a smartphone mobile app cannot be used.","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":1},"content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.macro.core","extensionKey":"anchor","parameters":{"macroParams":{"":{"value":"_Toc486968423"}},"macroMetadata":{"macroId":{"value":"2b2bc44d-5f74-48da-bf8c-8801b2435695"},"schemaVersion":{"value":"1"},"title":"Anchor"}}}},{"text":"Calling Voice Xpress","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"Employees access Voice Xpress by dialing a toll-free number and entering their numeric ID and password. The system prompts employees with context-sensitive options based on the employee's current shift status.","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":2},"content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.macro.core","extensionKey":"anchor","parameters":{"macroParams":{"":{"value":"_Toc486968424"}},"macroMetadata":{"macroId":{"value":"9c5f8a63-986a-49cc-af35-a0bad30bc0a0"},"schemaVersion":{"value":"1"},"title":"Anchor"}}}},{"text":"Multiple languages","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"Voice Xpress may be available in up to three languages: English, Spanish and French. If so configured, the employee will be prompted to select a language at the start of each call.","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"\"Welcome, Bienvenido, Bienvenue\"","type":"text","marks":[{"type":"em"}]},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"Press 1 for English. Presione 2 para Español. Appuyez sur 3 pour le français.","type":"text","marks":[{"type":"em"}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":2},"content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.macro.core","extensionKey":"anchor","parameters":{"macroParams":{"":{"value":"_Toc486968425"}},"macroMetadata":{"macroId":{"value":"cc22a318-ad2d-4b03-a9d7-7461cd69fccc"},"schemaVersion":{"value":"1"},"title":"Anchor"}}}},{"text":"Authorized phone numbers","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"Voice Xpress can be configured so that calls must be made from authorized phone numbers. This is based on the Caller ID of the telephone making the call. If the employee calls from an unauthorized phone, the dialog will be:","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"\"Your device is not registered. Please log in from a registered device.\"","type":"text","marks":[{"type":"em"}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":2},"content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.macro.core","extensionKey":"anchor","parameters":{"macroParams":{"":{"value":"_Toc486968426"}},"macroMetadata":{"macroId":{"value":"5ac301fa-9784-4bad-940c-d98847339c15"},"schemaVersion":{"value":"1"},"title":"Anchor"}}}},{"text":"Pre-typing logon information","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"Voice Xpress allows the employee to enter information ahead of when it is asked for. For example, during the login process the employee is prompted for their ID followed by the # sign, and then their password followed by the # sign. The employee can enter all the digits of the logon as a single sequence without waiting for the password question. E.g. 1234#2345#","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":2},"content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.macro.core","extensionKey":"anchor","parameters":{"macroParams":{"":{"value":"_Toc486968427"}},"macroMetadata":{"macroId":{"value":"962863e6-a2f9-4a2f-b2e7-91944b6161ea"},"schemaVersion":{"value":"1"},"title":"Anchor"}}}},{"text":"Error - Login with incorrect ID or password","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"If the employee enters their ID or password incorrectly, an error message will be issued. The employee can call back and try again. ","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"\"Can't login to Voice Xpress. There is no web account for the employee. Please contact your administrator. Goodbye.\"","type":"text","marks":[{"type":"em"}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":1},"content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.macro.core","extensionKey":"anchor","parameters":{"macroParams":{"":{"value":"_Toc486968428"}},"macroMetadata":{"macroId":{"value":"188fc840-6c71-40c8-8382-364c4f3c1687"},"schemaVersion":{"value":"1"},"title":"Anchor"}}}},{"text":"Actions and Dialogs","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"The 'voice' part of Voice Xpress is the system speaking instructions to the employee. The employee responds by pressing the number keys on the phone's keypad. The employee does not speak back to Voice Xpress. ","type":"text"},{"type":"hardBreak"},{"text":" Voice Xpress gives the employee the options that make sense at the moment that the call is made. E.g., if the employee is not yet checked in then the only options are to check in, and to listen to the employee's schedule. If the employee is already checked in then the check-out, safety-check, meal break and other options may be available, but not check-in.","type":"text"},{"type":"hardBreak"},{"text":" Not all these options may be available, depending on specific configurations.","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":2},"content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.macro.core","extensionKey":"anchor","parameters":{"macroParams":{"":{"value":"_Toc486968429"}},"macroMetadata":{"macroId":{"value":"6341d608-0b6a-43ea-ae24-eecc9eec5477"},"schemaVersion":{"value":"1"},"title":"Anchor"}}}},{"text":"Check In to a scheduled shift","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"The employee can check into a scheduled shift as long as it is done during the configured check-in window. The check-in window is configured in the Voice Xpress module of eTime Xpress. Outside of this window the employee may be permitted to check into an unscheduled shift. See ","type":"text"},{"text":"Check In when no shift is scheduled","type":"text","marks":[{"type":"textColor","attrs":{"color":"#4f81bd"}}]},{"text":". ","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"\"You have a shift on at at . To check in press 1.\"","type":"text","marks":[{"type":"em"}]},{"text":" ","type":"text"},{"type":"hardBreak"},{"text":" A confirmation message will be spoken when the check in is successful. ","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"\"Your check in has been recorded. Goodbye.\"","type":"text","marks":[{"type":"em"}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":2},"content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.macro.core","extensionKey":"anchor","parameters":{"macroParams":{"":{"value":"_Toc486968430"}},"macroMetadata":{"macroId":{"value":"f41bdc62-da38-471d-954c-be0100baf585"},"schemaVersion":{"value":"1"},"title":"Anchor"}}}},{"text":"Check Out from a shift in progress","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"The employee can check out of a shift that has been checked in. Optionally the check-out may be permitted only during a configurable check-out window.","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"\"You have a shift on at at . To check out press 2.\"","type":"text","marks":[{"type":"em"}]},{"text":" ","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"\"Your check out has been","type":"text","marks":[{"type":"em"}]},{"text":" ","type":"text"},{"text":"recorded.\"","type":"text","marks":[{"type":"em"}]},{"text":" ","type":"text"},{"type":"hardBreak"},{"text":" If the check-out is outside the optional configured window then the check out will not be permitted. The employee will need to contact the supervisor to check out.","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"\"You cannot check out of this shift.\"","type":"text","marks":[{"type":"em"}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":2},"content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.macro.core","extensionKey":"anchor","parameters":{"macroParams":{"":{"value":"_Toc486968431"}},"macroMetadata":{"macroId":{"value":"dbe460b9-94ca-4a08-9f50-53a2179d40ea"},"schemaVersion":{"value":"1"},"title":"Anchor"}}}},{"text":"Safety Check for a shift in progress","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"The employee can record a safety check for a shift that is checked in and not yet checked out. Safety checks can be used to verify the employee's health and welfare, and ensure that the employee is at the registered location. Safety checks are an optional feature.","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"\"You have a shift on at at . To perform a safety check press 5.\"","type":"text","marks":[{"type":"em"}]},{"text":" ","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"\"Your safety check has been recorded.\"","type":"text","marks":[{"type":"em"}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":2},"content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.macro.core","extensionKey":"anchor","parameters":{"macroParams":{"":{"value":"_Toc486968432"}},"macroMetadata":{"macroId":{"value":"df90227b-ee8b-4e63-93d1-791194a97c5e"},"schemaVersion":{"value":"1"},"title":"Anchor"}}}},{"text":"Meal Break Start for a shift in progress","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"The employee can record the start of a meal break for a shift in progress. Meal breaks are an optional feature. ","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"\"You have a shift on at at . To start break press 3.\"","type":"text","marks":[{"type":"em"}]},{"text":" ","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"\"Your start break has been recorded.\"","type":"text","marks":[{"type":"em"}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":2},"content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.macro.core","extensionKey":"anchor","parameters":{"macroParams":{"":{"value":"_Toc486968433"}},"macroMetadata":{"macroId":{"value":"bf44312b-cd92-4896-891a-ac10bab335ab"},"schemaVersion":{"value":"1"},"title":"Anchor"}}}},{"text":"Meal Break End for a break in progress","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"The employee can record the end of a meal break after the start of the meal break has been recorded. Meal breaks are an optional feature. ","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"\"You have a shift on at at . To end break press 4.\"","type":"text","marks":[{"type":"em"}]},{"text":" ","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"\"Your end break has been recorded.\"","type":"text","marks":[{"type":"em"}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":2},"content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.macro.core","extensionKey":"anchor","parameters":{"macroParams":{"":{"value":"_Toc486968434"}},"macroMetadata":{"macroId":{"value":"a13a9d07-d48d-4180-aee1-c88bea611239"},"schemaVersion":{"value":"1"},"title":"Anchor"}}}},{"text":"Check In when no shift is scheduled","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"The employee may be permitted to check in even if there is no scheduled shift. There may not be any shift scheduled, or there may be a shift but the employee is trying to check in outside the configured check-in window. This feature is optional; the employee may not be permitted to do this.","type":"text"},{"type":"hardBreak"},{"text":" If the employee is not permitted to create unscheduled shifts, then the employee will hear this message:","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"\"You do not have a shift scheduled at this time. If this is incorrect please hang up and contact your supervisor.\"","type":"text","marks":[{"type":"em"}]},{"type":"hardBreak"},{"text":" If the employee is permitted to create unscheduled shifts, then the dialog will be ","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"\"You do not have a shift scheduled at this time. If you wish to create an unscheduled shift, press 6.\"","type":"text","marks":[{"type":"em"}]},{"text":" ","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"\"A shift for customer will be created starting on at . To check in press 1. If this is incorrect please hang up and call your supervisor.\"","type":"text","marks":[{"type":"em"}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":2},"content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.macro.core","extensionKey":"anchor","parameters":{"macroParams":{"":{"value":"_Toc486968435"}},"macroMetadata":{"macroId":{"value":"de9841c5-a8f4-4f1d-b776-bd787edc6dfd"},"schemaVersion":{"value":"1"},"title":"Anchor"}}}},{"text":"Listening to the schedule","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"If the employee is permitted to review schedules, then the dialog will be ","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"\"To listen to schedules, press 9.\"","type":"text","marks":[{"type":"em"}]},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"\"To listen to your next shift press 1. To listen to shifts from a specific date, press 2.\"","type":"text","marks":[{"type":"em"}]},{"text":" ","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"},{"text":"\"You have a shift on at at .\"","type":"text","marks":[{"type":"em"}]},{"type":"hardBreak"},{"text":" When reviewing shifts for future dates, the employee will be prompted to enter the date. Enter a four digit number, being the two digits of the month and the two digits of the day, followed by the number key. E.g. enter 0412# for April 12.","type":"text"}]}],"version":1}

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