Unknown Client

Unknown Client

An ‘Unknown Client’ exception occurs when a call is received from a telephone number not registered to a client. Rather than the client’s name, a telephone number appears, in the Visit Maintenance screen’s Client column, when the visit has an unknown client exception.

There are several reasons why an ‘Unknown Client’ exception can occur:

A.

The field staff intended to call in from the client’s phone; however, upon their arrival, the client was on the telephone. The field staff called from an alternate telephone number to check in.

B.

The registered client telephone number received in the system is incorrect. To correct this, update the client’s profile (Main Menu > Client > Personal). If the client does not have a phone number listed or the field cannot be edited, contact the Administrator. This prevents future unmatched unknown client exceptions but will not automatically update visits currently on hold with this exception.

C.

The field staff is calling from an unauthorized phone number/location.

Resolving an Unknown Client Exception

1.

Navigate to the Santrax Maintenance screen.

Main Menu> Scheduling> Santrax Maintenance

2.

Sort/Filter the results list to locate the applicable schedule and call.

Sort based on the employee’s name and the date of the visit.

3.

Right click on the schedule.

4.

Click Merge Calls.

5.

Locate and select the correct unknown call that corresponds to the visit.

6.

Click Merge.

7.

Click Ok.

8.

Confirm that the new call times are correct.

9.

Select the Ovrd (Override) checkbox to accept the corrected bill and pay hours.

10.

Click Save.

11.

Select the appropriate reason code.

12.

Click Save.