Calling Instructions STX
Calling In: When arriving at the client's home, make sure you have the following
information:
Your Santrax ID, your Client(s) ID and Group visit code if available.
1. Dial any of the toll-free numbers assigned to your agency.
If you are experiencing difficulties with the first toll-free number, please use the second toll-free
number.
The Santrax system will say: “For English, please press one (1). For Spanish,
please press two (2). For Tagalog, please press three (3). For Navajo, please
press four (4). For Mandarin, please press five (5). For Korean, please press six
(6), For Japanese; please press seven (7). For Vietnamese, please press eight
(8). For French, please press nine (9). For Egyptian Arabic, please press ten
(10). For Persian/Farsi, please press eleven (11), For Russian, please press
twelve (12).”
Call prompts are heard in the selected languages.
2. Press the number that corresponds to the language you wish to hear.
All prompts for the remainder of the call will be heard in that language.
Santrax will say: “Welcome, please enter your Santrax ID.”
3. Press the numbers of your Santrax ID on the touch tone phone.
Santrax will say: “To verify your identity, please repeat: At Santrax, my voice is
my password.”
NOTE: If you have not been enrolled in Speaker Verification, Santrax will skip this prompt. If this
is the case, skip step 4, and then continue.
4. Say: “At Santrax, my voice is my password.”
The Santrax system may ask you to repeat the phrase several times before verifying your
identity.
Santrax will say: “Is this a group visit? Press (1) for Yes or (2) for No.”
5. Press (1) for group visit.
Santrax will say: “Press (1) to start a new group visit, (2) to continue to your
group visit, (3) to join a group visit, or (4) to exit group visit menu.”
(1) To start a new group visit: (3) To join an existing group visit:
6. Press (1) to start a new group
visit.
Santrax will say: “You will
start a new group visit with
visit code (GROUP CODE).”
7. Continue to step ❽.
6. Press (3) to join an existing group
visit.
Santrax will say: “Please enter the
group visit code.”
7. Press the numbers of the group
visit code.
Santrax will say: “You will join the
group visit with visit code (GROUP
CODE).”
8. Press (1) to add a client to the group visit, (2) to complete a visit for a client, (3)
to hear the group visit code, (4) to abandon this whole group visit or hang up if you
Calling Instructions STX
would like to end this call.
Santrax will say: “Please choose your location of service. Press (1) one for Home,
Press (2) for Community”.
9. Press (1) to select home or (2) to community.
Santrax will say: “If this is a Fixed Visit Verification visit using the FVV device,
press the star (*) key to enter the visit verification numbers. Otherwise, press
the pound (#) key to continue.”
If this is an FVV Call, press the star (*) key and refer to the FVV Call Reference Guide for detailed
instruction for the FVV call process. If this is not an FVV call, press pound (#) and continue.
10. Press the pound (#) key to continue.
Santrax will say: “Please select (1) to call in or (2) to call out.”
11. Press the (1) key to “Call In”.
Santrax will say: “Received at (TIME).
12. Hang up.
Calling Out: When leaving the client's home, make sure you have the following
information:
Your Santrax ID, the Service ID, and the Client, if available to verify the visit.
13. Follow steps ❶ thru ❺
and then continue.
Santrax will say: “Press (1) to start a new group visit, (2) to continue to your
group visit, (3) to join a group visit, or (4) to exit group visit menu.”
Press (2) to continue your group visit.
Santrax will say: “Please enter the group visit code.”
14. Press the numbers of the group visit code.
Santrax will say: “You will continue group visit with visit code (GROUP CODE).
Please press (1) to add a client to the group visit, (2) to complete a visit for a
client, (3) to hear the group visit code, (4) to abandon this whole group visit or
hang up if you would like to end this call.”
NOTE: If you made a mistake and need to discard all data you have previously entered for
all visits in this group, press (4) to abandon the whole group visit.
15. Press the (2) key to complete the visit for a client.
Santrax will say: “If this is a Fixed Visit Verification visit using the FVV device,
press the star (*) key to enter the visit verification numbers. Otherwise, press
the pound (#) key to continue.”
If this is an FVV Call, press the star (*) key and refer to the FVV Call Reference Guide for detailed
instruction for the FVV call process. If this is not an FVV call, press pound (#) and continue.
16. Press the pound (#) key to continue.
Santrax will say: “Please select (1) to call in or (2) to call out.”
17. Press the (2) key to “Call Out.”
