What is a Chase Call?

A Chase Call is a call that is made when an employee has not made a call into your organisation (via Clock-in.com) as expected. This could be a call to book on at the start of duty, a call to book off at the end of the duty, or a scheduled check call during their duty. A Chase Call takes place a defined number of minutes after the post on/off/check-call window.

Each of the three Chase Call types can have a different length of time assigned to them before a Chase Call is made. Chase Calls only take place when expected calls by the employee to the organisation are not made. The number of chase calls is limited to between 1 and 5. By default, it is set to 2. When a Chase Call is made, depending upon configuration, Clock-in.com calls either the Site telephone number or the Employee’s mobile phone number, asking for a correct PIN/SIN each followed by # to confirm their presence . If unsuccessful, the caller will be given a further two attempts to enter in the correct information, before the call is hung up.

When a Chase Call is made, depending upon configuration, Clock-in.com calls either the:

  • Site, expecting the employee to pick up the call and enter their SIN and PIN, each followed by a #. If successful, they are then booked onto their duty (or booked off, or their check call processed). Up to two site telephone numbers can be defined.

  • Employee’s mobile phone number, expecting the employee to pick up the call and enter their SIN and PIN, each followed by a #. If successful, they are then booked onto their duty (or booked off, or their check call processed)

When the Chase Call is set up to call a multi-man site (i.e. call employee mobile tick box is unticked), then when a chase call is made, regardless of which employee takes and responds to the call, calls that are outstanding for all other employees will be taken too. Chase Calls to sites always work this way.

Alternatively, when the chase call is set up to call the employee (i.e. call employee mobile tick box is ticked) then only the duty for the employee who picks up the call will be booked on. If any other employees have also forgotten to book on, then they will receive their own call and will be booked on when they enter their own correct SIN and PIN.

When employees are being chased, when they pick up the call they will be prompted with either of the following depending upon the type of call that they have missed:

  • “You have missed your on call”

  • “You have missed your check call”

  • “You have missed your off call”

In response, they must enter the contract number (SIN) followed by the # key. They will then be asked to enter the employee number (PIN) followed by the # key.

If the SIN and PIN numbers have been entered correctly, they will hear the relevent message for their call type from the three below:

  • “You have been successfully booked on”

  • “Your check call has been successfully registered” – this will apply to both check calls and reverse check calls

  • “You have been successfully booked off”

Finally, the employee will be thanked and told to hang up.

If an incorrect SIN or PIN number is entered, then the message they hear will be “That number was not valid”. The employee will need to enter the SIN and PIN again. The employee will be given three attempts to get it right before the call is ended.

Note: If an employee doesn’t have a mobile phone number declared in the system, the Chase Call will be made to the Site telephone number

Note 2: If a * is pressed when taking the call, rather than a #, then a covert duress alert is triggered in Timegate Web