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Request for Internet Services - Password
ICR 200608-0960-003 · OMB 0960-0632 · Object 92301.
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| File Type | application/msword |
|---|---|
| File Title | Request for Internet Services - Password |
| Author | jbarry |
| Last Modified By | Writer |
| File Modified | 2006-08-08 |
| File Created | 2026-11-06 |
| Conversion State | complete |
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SSA HostConnect User Interface Specification SIS ID : SS017158 App ID : 17158 NetCap ID : 0017158 Platform/Option : NGSN/Option 3 Corp ID : 92140818 1.0 Document History Date Spec App Summary of Changes Revised by 1.0 Initial version Christopher Walton Table of Contents Chapter 1: Background and Motivation 2 1.1 Motivation 2 1.2 Aesthetics 2 1.3 Open Issues 2 1.4 Call Examples 2 1.4.1 Typical Call 2 Chapter 2: Call-Flow Diagrams 2 2.1 High-Level Call Flow Diagram 2 Chapter 3: How to Read the Call-Flow Tables 2 Chapter 4: Internal DialogModule Functionality 2 Chapter 5: Detailed Dialog Specification 2 5.1 General Behavior 2 5.1.1 Ending the call 2 5.1.2 Global Defaults (Non-ASR Logic) Error! Bookmark not defined. 5.2 Dialog Tables 2 First Name 2 Middle Initial Error! Bookmark not defined. Last Name 2 Other Last Name 2 Speech Flag Check 2 Chapter 6: Recording Lists 2 6.1 Application Recording List 2 Chapter 1: Background and Motivation 1.1 Motivation SSA is using a new authentication process for their Password Services. This document is not intended to be a stand alone callflow. We are only attempting to capture the first name, middle initial, last name, and other last name of the caller. 1.2 Aesthetics We are using this information to authenticate the caller so the tone should be businesslike. 1.3 Open Issues 1.4 Call Examples 1.4.1 Typical Call System: Now we are going to collect your full name using voice recognition. First, say your FIRST name. Caller: John System: I think you said John. Is that correct? Caller: Yes System: Please say your last name. For example, if your last name was Kusack, you’d say Kusack. Go ahead. Caller: Smith System: Some people have another last name - for example, a professional or maiden name - that might be listed under their social security number. Do you have another last name? Please say Yes or No. Caller: Yes System: Please say your OTHER LAST name. [Short Pause] For example if it was Jones, you’d say “Jones”. Go ahead. Caller: Jones System: Thank you. We have received your request for a password… Chapter 2: Call-Flow Diagrams Legend for the high level call-flow diagrams presented in this section: A high level process indicates a series of play-prompt or interaction states or data retrieval steps, etc. A play-prompt state plays a waveform, or a series of waveforms, to the caller. An interaction state prompts the caller for input. It also handles all default timeout and retry behavior. It typically exits (continues to the next state) upon a successful recognition. The ‘data retrieval’ icon represents back-end transactions, to a database, for example. The ‘internal decision’ icon represents a logical check in the program code to branch on decision. Connectors link different call-flow diagrams. An end-of-call is a transfer, to another service or customer representative, or a system hang-up. Call-flow diagrams built up of high-level process icons represent the global dialog structure of the application. These high-level diagrams parallel with the more detailed call-flow diagrams that outline every play-prompt, interaction state, data retrieval step, internal decision and possible ends of the call. These low-level charts give a precise graphical representation of the flow of the state tables in the section “Chapter 5: Detailed Dialog Specification”, using the same (or matching) naming convention for easy reference. 2.1 High-Level Call Flow Diagram Chapter 3: How to Read the Call-Flow Tables Speech Input Play Prompt Database Query Branch on Condition 2100_Finance_Forex_Menu Speech Input Item List Entering from 2000_Finance_Menu Prompts Type Name Wording Initial 21001 For which currency would you like to hear the exchange rate? Timeout 1 21002 I’m sorry, I didn’t hear you. Please say the currency you want an exchange rate for, for example “Sterling Pound”. Timeout 2 21003 I’m sorry, I still didn’t hear you. Please say the currency you want to hear the exchange rate for, such as the “Japanese yen”, or, to hear a full list to choose from, say “List all currencies”. Retry 1 21004 Please say the currency you want an exchange rate for, for example “Australian dollar”. Retry 2 21005 Please say the currency you want to hear the exchange rate for, such as the “Japanese yen”, or, to hear a full list to choose from, say “Dutch guilder”. Help 21006 You are in the foreign exchange menu. If you specify a currency, such as the “Danish krone”, I’ll give you the exchange rate for it against the US Dollar. Voicing DTMF Action <currency> Go to: "2110_Finance_Forex_ExchangeRateInfoMsg" “List all currencies”, “List currencies”, “List all”, “List them all”, “List them” 2 Go to: "2190_Finance_Forex_CurrenciesListIntro" Commands DTMF Action “Back up” # Go to: “2000_Finance_Menu” “Main menu” ## Go to: “1000_MainMenu” “Goodbye” * Go to: “9000_Goodbye_Msg” “Instructions” 9 Play prompt help prompt and then re-enter this module, playing the initial prompt, awaiting new user input. “Operator” 0 Go to: "8000_Transfer_Msg" Module Settings Default Chapter 4: Internal DialogModule Functionality ***PLEASE NOTE: This is a generic example of Internal DialogModule Funcionality and may not directly reflect the actions of the SSA HostConnect application. Chapter 5: Detailed Dialog Specification 5.1 General Behavior 5.1.1 Ending the call At no time should the call simply end. All calls from this application should exit via one of the following SIBBs: Max Timeout, Max Retry, Max Invalid Menu Item 5.1.2 Global Defaults (Non-ASR Logic) The following commands should be available to any SIVR SIBB in the call plan: COMMAND Vocabulary Speech Input Command Vocabulary Option Synonym(s) DTMF Action Confirm. help help * Go to Help Menu for the particular menu Never 5.2 Dialog Tables First Name DialogModule™ Custom Context Grammar Entering from DOB or Password Registration DOB Prompts Type MSG # Wording Initial 8001 Now we are going to collect your full name using voice recognition. First, say your FIRST name. Timeout 1 8100 Sorry I didn’t hear you. 8110 Please give me your first name. Timeout 2 8101 I didn’t hear you that time either. 8110 Please give me your first name. Max timeouts Play DTMF *5 1 (MRS Outdial) & End Call If Speech Flag = 1 Set Code Pair 70022 If Speech Flag = 2 Set Code Pair 70031 Retry 1 8102 Sorry I didn’t understand. 8110 Please give me your first name. Retry 2 8103 I didn’t understand that time either. 8110 Please give me your first name. Max Retries Play DTMF *5 1 (MRS Outdial) & End Call If Speech Flag = 1 Set Code Pair 60022 If Speech Flag = 2 Set Code Pair 60031 Help 8116 I need you to say your first name for me. For example if your first name was Nick, you’d say “Nick”. Option Synonym(s) DTMF Action Confirm. First Name <first_name> <...> Go to: Last Name If necessary Confirmation Prompts Option MSG # Wording Result First Name NA FIRST NAME “I think you said < First Name >, is that correct?” Commands See default settings Module Settings Use Spelling Fallback If Speech Flag = 1 Set Abandon Flag = 0022 If Speech Flag = 2 Set Abandon Flag = 0031 Last Name DialogModule™ Custom Context Grammar Entering from Middle Initial Prompts Type MSG # Wording Initial 8003 Please say your last name. For example, if your last name was Kusack, you’d say Kusack. Go ahead. Timeout 1 8100 Sorry I didn’t hear you. 8113 Please give me your last name. Timeout 2 8101 I didn’t hear you that time either. 8113 Please give me your last name. Max timeouts Play DTMF *5 1 (MRS Outdial) & End Call If Speech Flag = 1 Set Code Pair 70023 If Speech Flag = 2 Set Code Pair 70032 Retry 1 8102 Sorry I didn’t understand. 8113 Please give me your last name. Retry 2 8103 I didn’t understand that time either. 8113 Please give me your last name. Max Retries Play DTMF *5 1 (MRS Outdial) & End Call If Speech Flag = 1 Set Code Pair 60023 If Speech Flag = 2 Set Code Pair 60032 Help 8120 I need you to say your last name for me. For example, if the last name was O’Neal, you’d say “O’Neal”. Option Synonym(s) DTMF Action Confirm. First Name <first_name> <...> Go to: Other Last Name Necessary If necessary Confirmation Prompts Option MSG # Wording Result Last Name NA LAST NAME “I think you said < Last Name > , is that correct?” Commands See default settings Module Settings Use returned Last Name from ANI Lookup (if present) to assist in recognition. Use Spelling Fallback If Speech Flag = 1 Set Abandon Flag = 0023 If Speech Flag = 2 Set Abandon Flag = 0032 Other Last Name Necessary DialogModule™ Yes/No Entering from Last Name Prompts Type MSG # Wording Initial 8005 Some people have another last name - for example, a professional or maiden name - that might be listed under their social security number. Do you have another last name? Please say Yes or No. Timeout 1 8100 Sorry I didn’t hear you. 8121 Would you like me to also check under another last name? Please say YES or NO. Timeout 2 8101 I didn’t hear you that time either. 8122 Please say YES or press 1 if you think you might be listed under another last name. Otherwise, say NO or press 2. Max timeouts Play Message 8119 Go To: Speech Flag Check Retry 1 8102 Sorry I didn’t understand. 8121 Would you like me to also check under another last name? Please say YES or NO. Retry 2 8103 I didn’t understand that time either. 8122 Please say YES or press 1 if you think you might be listed under another last name. Otherwise, say NO or press 2. Max Retries Play Message 8119 Go To: Speech Flag Check Help 8123 I need to know if you might be listed under an alternate last name. For example you may also have a professional name, or a maiden name, or one from a previous marriage. Would you like me to include another last name with this request? YES or NO. Option Synonym(s) DTMF Action Confirm. Yes “Yes [please]” “[Yes] I do” “[Yes] I would” “Yeah” 1 Go To: Other Last Name If necessary No “No [thanks]” “[No] I don't” “[No] I do not” “[No] I wouldn't” “[No] I would not” 2 Go To: Speech Flag Check If necessary Confirmation Prompts Option MSG # Wording Result Yes 8124 yes “I think you said < yes > , is that correct?” No 8125 no I think you said < no > , is that correct?” Commands See default settings Module Settings If Speech Flag = 1 Set Abandon Flag = 0024 If Speech Flag = 2 Set Abandon Flag = 0033 Other Last Name DialogModule™ Custom Context Grammar Entering from Other Last Name Necessary Prompts Type MSG # Wording Initial 8004 Please say your OTHER LAST name. [Short Pause] For example if it was Jones, you’d say “Jones”. Go ahead. Timeout 1 8100 Sorry I didn’t hear you. 8114 Please say your OTHER last name. Timeout 2 8101 I didn’t hear you that time either. 8114 Please say your OTHER last name. Max timeouts Go To: Speech Flag Check Retry 1 8102 Sorry I didn’t understand. 8114 Please say your OTHER last name. Retry 2 8103 I didn’t understand that time either. 8114 Please say your OTHER last name. Max Retries Go To: Speech Flag Check Help 8115 I need you to say your other last name for me. For example, if the last name was O’Neal, you’d say “O’Neal”. Option Synonym(s) DTMF Action Confirm. First Name <first_name> <...> Go To: Speech Flag Check If necessary Confirmation Prompts Option MSG # Wording Result Other Last Name NA OTHER LAST NAME “I think you said < Other Last Name > , is that correct?” Commands See default settings Module Settings Use Spelling Fallback If Speech Flag = 1 Set Abandon Flag = 0025 If Speech Flag = 2 Set Abandon Flag = 0034 Speech Flag Check Branch on Condition Entering from Other Last Name or Confirm Other Last Name Condition Action If Speech Flag = 1 Go to: PRC REQUEST VERIFY If Speech Flag = 2 Go to: PASSWORD REGISTRATION VERIFY Chapter 6: Recording Lists 6.1 Application Recording List Message 8001 “Now we are going to collect your full name using voice recognition. First, say your FIRST name.” Message 8003 “Please say your last name. For example, if your last name was Kusack, you’d say Kusack. Go ahead.” Message 8004 “Please say your OTHER LAST name. [Short Pause] For example if it was Jones, you’d say “Jones”. Go ahead.” Message 8005 “Some people have another last name - for example, a professional or maiden name - that might be listed under their social security number. Do you have another last name? Please say Yes or No.” Message 8100 “Sorry I didn’t hear you.” Message 8101 “I didn’t hear you that time either.” Message 8102 “Sorry I didn’t understand.” Message 8103 “I didn’t understand that time either.” Message 8104 “…you said none…” Message 8110 “Please give me your first name.” Message 8113 “Please give me your last name.” Message 8114 “Please say your OTHER last name.” Message 8115 “I need you to say your other last name for me. For example, if the last name was O’Neal, you’d say “O’Neal”.” Message 8116 “I need you to say your first name for me. For example if your first name was Nick, you’d say “Nick”.” Message 8117 “I think you said…” Message 8118 “…is that correct?” Message 8119 “We’ll try with just your first and last name.” Message 8120 “I need you to say your last name for me. For example, if the last name was O’Neal, you’d say “O’Neal”.” Message 8121 “Would you like me to also check under another last name? Please say YES or NO.” Message 8122 “Please say YES or press 1 if you think you might be listed under another last name. Otherwise, say NO or press 2.” Message 8123 “I need to know if you might be listed under an alternate last name. For example you may also have a professional name, or a maiden name, or one from a previous marriage. Would you like me to include another last name with this request? YES or NO.” Message 8124 “…yes…” Message 8125 “…no…”