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pdfEpiq Systems
NTIA Digital-to-Analog Coupon Program
Dialog Design Specification
Version 1.01
October 29, 2007
Table of Contents
Pre-Module Processing ....................................................................................................... 3
Welcome ............................................................................................................................. 3
Language Prompt ................................................................................................................ 3
Don’t Need Converter Box Message .................................................................................. 3
Need Converter Box Message ............................................................................................ 3
Introduction......................................................................................................................... 4
Main Menu.......................................................................................................................... 4
Application Menu ............................................................................................................... 4
Eligibility Lookup Module ................................................................................................. 5
Not Eligible Message.......................................................................................................... 5
Eligible Message................................................................................................................. 5
Get Number Of Coupons .................................................................................................... 5
Get Over Air Status............................................................................................................. 6
Certification ........................................................................................................................ 6
Receive Message................................................................................................................. 7
Please Wait.......................................................................................................................... 7
Confirmation Number......................................................................................................... 7
Check Status Menu ............................................................................................................. 7
Coupon Number.................................................................................................................. 7
Get Coupon Number ........................................................................................................... 8
Confirmation Number......................................................................................................... 8
Get Confirmation Number .................................................................................................. 8
Status Lookup Module........................................................................................................ 9
Coupon Status ..................................................................................................................... 9
Application Status............................................................................................................... 9
FAQ Menu .......................................................................................................................... 9
Request Coupon FAQ ....................................................................................................... 10
Receive Coupon FAQ ....................................................................................................... 10
General Information FAQ................................................................................................. 11
Transfer Option................................................................................................................. 11
Everything Else Message.................................................................................................. 12
Invalid ............................................................................................................................... 12
Timeout ............................................................................................................................. 12
Final Invalid/Timeout ....................................................................................................... 12
Transfer Message .............................................................................................................. 13
Call Center Busy/No Answer Message............................................................................. 13
Close ................................................................................................................................. 13
Program Information......................................................................................................... 13
Revision History ............................................................................................................... 13
PRE-MODULE PROCESSING
Condition
Action
Go to
WELCOME
Passive
NB
Thank you for calling the Digital-to-Analog Converter Box
Coupon Program Consumer Hotline. Learn more and request
your coupons on our website at dtv2009.gov.
Added web address to Welcome message to drive callers to
hang up and use internet
Condition
Action
Go to Language Prompt
LANGUAGE PROMPT
Initial
Option
English
Spanish
Russian
French
Chinese
Tagalog
Vietnamese
Error
st
1 attempt & Error
st
1 attempt & Timeout
system down
B
DTMF
1
2
3
4
5
6
7
For English, press 1.
Espanol, oprima 2.
Russian, press 3.
French, press 4.
Chinese, press 5.
Tagalog, press 6.
Vietnamese, press 7.
If you have a rotary phone, please stay on the line.
Action
Go to Don’t Need Converter Box Message
Go to
Go to
Go to
Go to
Go to
Go to
Action
Go to Invalid
Go to Don’t Need Converter Box Message and continue with Voice Rec App
Go to
DON’T NEED CONVERTER BOX MESSAGE
Passive
NB
If all your television sets are hooked up to cable, satellite, or
any other pay TV service, you do not need a converter box,
and you may hang up now.
Moved to earlier in the call to peel off these callers as soon as
possible and also revised verbiage for clarity
Condition
Action
Go to Need Converter Box Message
NEED CONVERTER BOX MESSAGE
Passive
NB
If you receive any television over-the-air by use of an antenna
or ‘rabbit ears’, then this program is for you. Visit us on the
web at dtv2009.gov, or, stay on the line if you prefer to use
our automated phone system.
Revised for clarity and repeated web address to accomplish
same goal as listed above
Condition
Action
Go to Introduction
INTRODUCTION
Passive
NB
Condition
On February 17th, 2009, all United States TV stations will
begin broadcasting solely in digital format. For as long as TV
has been around, these stations have broadcast in a format
known as “analog”. Your old television can’t, without the
proper converter, translate digital signals. To ease the
transition and impact on those who own analog-only TVs,
Congress created the coupon program. Each coupon is
valued at $40 towards a single eligible set-top converter box.
Each household is eligible to receive a maximum of two
coupons.
Action
Go to Main Menu
MAIN MENU
Initial - TT
Initial - VR
B
NB
Option
DTMF/VR
Request Coupon
1
Check Status
2
FAQs
3
Everything Else
4
Error
st
1 attempt & Error
1st attempt & Timeout
nd
2 attempt & Error/Timeout
system down
To request a coupon, press 1.
Check status, press 2.
For answers to frequently asked questions, press 3.
Everything else, press 4.
Collapsed options into a more concise menu
To request a coupon, say 1.
Check status, say 2.
For answers to frequently asked questions, say 3.
Everything else, say 4.
Action
Go to Application Menu
Go to Check Status Menu
Go to FAQ Menu
Go to Everything Else Message
Action
Go to Invalid
Go to Timeout
Go to Final Invalid/Timeout
Go to
APPLICATION MENU
Initial – TT
B
To apply for a coupon now, press 1.
Request a paper application through the mail, press 2.
To apply online, you may hang up and go to dtv2009.org, at
your earliest convenience.
To return to the Main Menu, press star.
Added submenu for requesting coupons and applications to
provide the 3 options available as well as option to return to
MM in case they got to this menu accidentally
Initial - VR
Option
Now
DTMF/VR
1
Through Mail
2
NB
To apply for a coupon now, say 1.
Request a paper application through the mail, say 2.
To apply online, you may hang up and go to dtv2009.org, at
your earliest convenience.
To return to the Main Menu, say 3.
Action
Go to Express ID Plus Module v1.05b
Go to Transfer Module
(We could use the Express ID Plus Module here – save on live op
transfers, but would require transcription)
Go to Main Menu
Action
Go to Invalid
Go to Timeout
Go to Final Invalid/Timeout
Go to
Main Menu
*/3
Error
st
1 attempt & Error
1st attempt & Timeout
nd
2 attempt & Error/Timeout
system down
ELIGIBILITY LOOKUP MODULE
Passive
NB
Condition
If eligible
If not eligible
Please hold while I verify your coupon eligibility.
Action
Go to Eligible Message
Go to Not Eligible Message
NOT ELIGIBLE MESSAGE
Passive
B
Our records indicate that you have, or someone in your
household has, already received the maximum number of
allowable coupons from this program. If you haven’t received
any coupons, please press 0 to speak to a representative.
Revised verbiage slightly for clarity and to make less verbose
Option
DTMF
Representative
(Accept any DTMF)
Error
st
1 attempt & Timeout
Action
Go to Transfer Message
Action
Go to Close
ELIGIBLE MESSAGE
Our records indicate that you are eligible for the coupon
program. You may request a maximum of 2 coupons.
Passive
NB
Condition
All
Reiterated max allowable and removed unnecessary verbiage
that will be handled in the Express ID Plus Module (name
capture)
Action
Go to Get Number of Coupons
GET NUMBER OF COUPONS
For one coupon, press 1.
For 2 coupons, press 2.
To return to the Main Menu, press star.
Initial -TT
B
Inserted option for Main Menu in case caller did not want to
request coupons yet, ie. if they were only check eligibility
status and not ready to continue with call
Initial - VR
NB
Option
DTMF/VR
1 Coupon
1
2 Coupons
2
Main Menu
*/3
Error
st
1 attempt & Error
1st attempt & Timeout
2nd attempt & Error/Timeout
system down
For one coupon, say 1.
For 2 coupons, say 2.
To return to the Main Menu, say 3.
Action
Go to Verify Number Requested – Passive 1
Go to Verify Number Requested – Passive 2
Go to Main Menu
Action
Go to Invalid
Go to Timeout
Go to Final Invalid/Timeout
Go to
GET OVER AIR STATUS
Initial -TT
B
Initial - VR
NB
Option
DTMF/VR
Pay Service
1
Over The Air
2
Error
st
1 attempt & Error
1st attempt & Timeout
nd
2 attempt & Error/Timeout
system down
If you have in your home, both; televisions that are hooked up
to a pay TV service, as well as those that are received over
the air, press 1.
If you receive your TV over the air only, press 2.
If you have in your home, both; televisions that are hooked up
to a pay TV service, as well as those that are received over
the air, say 1.
If you receive your TV over the air only, say 2.
Action
Go to Verify Number Requested – Passive 1
Go to Verify Number Requested – Passive 2
Action
Go to Invalid
Go to Timeout
Go to Final Invalid/Timeout
Go to
CERTIFICATION
Passive 1
NB
You have requested 1 coupon and receive your television
both through a pay TV service and over-the air.
Passive 2
NB
You have requested 2 coupons and receive your television
both through a pay TV service and over-the-air.
Passive 3
NB
You have requested 1 coupon and receive your television
over-the air only.
Passive 4
NB
You have requested 2 coupons and receive your television
over-the-air only.
Initial - TT
B
Initial - VR
NB
Option
Correct
DTMF
1
Not Correct
2
Error
1st attempt & Error
st
1 attempt & Timeout
nd
2 attempt & Error/Timeout
system down
If this is correct, press 1.
Otherwise, press 2.
If this is correct, say 1.
Otherwise, say 2.
Action
Go to Receive Message
If 1 or 2xs, Go to Get Number Of Coupons
3xs, go to Transfer Message
Action
Go to Invalid
Go to Timeout
Go to Final Invalid/Timeout
Go to
RECEIVE MESSAGE
Passive
NB
Passive
NB
Thank you. You should receive your coupon in 10-14
business days.
Thank you. You should receive your coupons in 10-14
business days.
Removed unnecessary verbiage to shorten call time
Condition
All
Action
Go to Please Wait
PLEASE WAIT
Passive
NB
Condition
All
Please wait at least 21 days before checking the status of
your coupon application.
Action
Go to Confirmation Number
CONFIRMATION NUMBER
Passive
NB
Your confirmation number is…
Confirm #
NB
….
Passive
NB
That’s…
Confirm #
NB
….
Condition
All
Automatically play this twice
Action
Go to Close
CHECK STATUS MENU
Initial - TT
Initial - VR
Option
DTMF/VR
Coupon
1
Coupon
2
Application
Main Menu
*/3
Error
st
1 attempt & Error
st
1 attempt & Timeout
2nd attempt & Error/Timeout
system down
COUPON NUMBER
B
NB
To check the status of your coupon, press 1.
Your coupon application, press 2.
To return to the Main Menu, press star.
This menu is a result of collapsing 2 main menu options into
one (check status, press 2)
To check the status of your coupon, say 1.
Your coupon application, say 2.
To return to the Main Menu, say 3.
Action
Go to Coupon Number
Go to Confirmation Number
Go to Main Menu
Action
Go to Invalid
Go to Timeout
Go to Final Invalid/Timeout
Go to
Initial – TT
B
Initial – VR
NB
Option
DTMF/VR
Have
1
Don’t Have
2
Error
1st attempt & Error
1st attempt & Timeout
nd
2 attempt & Error/Timeout
system down
If you’ve received your coupon, there should be a 16-digit
number on the front of the card.
If you have that number, press 1.
Otherwise, press 2.
If you’ve received your coupon, there should be a 16-digit
number on the front of the card.
If you have that number, say 1.
Otherwise, say 2.
Action
Go to Get Coupon Number
Go to Express ID Plus Module version 1.5b
Action
Go to Invalid
Go to Timeout
Go to Final Invalid/Timeout
Go to
GET COUPON NUMBER
Initial
B
Option
DTMF
Valid 16 digit
0-9
coupon number
Error
st
1 attempt & Error
1st attempt & Timeout
nd
2 attempt & Error/Timeout
system down
Please enter your coupon number now, followed by the pound
sign.
Action
Go to Status Lookup Module
Action
Go to Invalid
Go to Timeout
Go to Final Invalid/Timeout
Go to
CONFIRMATION NUMBER
Initial – TT
Initial - VR
Option
Have
Don’t Have
Error
B
NB
DTMF
1
2
If you’ve already applied for a coupon, you should have a
confirmation number.
If you have that number, press 1.
Otherwise, press 2.
Slightly adjusted verbiage to make less verbose
If you’ve already applied for a coupon, you should have a
confirmation number.
If you have that number, say 1.
Otherwise, say 2.
Action
Go to Get Confirmation Number
Go to Express ID Plus Module version 1.5b
Action
GET CONFIRMATION NUMBER
Initial
Option
Valid confirmation
number
Error
DTMF
0-9
B
Please enter your confirmation number now, followed by the
pound sign.
Action
Go to Status Lookup Module
Action
STATUS LOOKUP MODULE
Please hold while I look up your information.
Passive
NB
Condition
If coupon number entered
If confirmation number entered
Added verbiage to cover possible latency while look up
Action
Go to Coupon Status and play appropriate message
Go to Confirmation Status and play appropriate message
COUPON STATUS
Passive
NB
Your coupon has been mailed. If you haven’t received it yet,
you should expect to within 2 to 3 weeks.
Passive
NB
Your coupon has been authorized at a certified retailer.
Passive
NB
Your coupon has been used for a purchase.
Passive
NB
Your coupon has expired.
Passive
NB
I’m sorry. I’m unable to find your coupon status.
Condition
If unable to find
All else
Action
Go to Transfer Message
Go to Close
APPLICATION STATUS
Passive
NB
Your application is being processed.
Passive
NB
Your application has been approved. You should be receiving
your coupons within 14-21 days.
Passive
NB
Your application is being reviewed.
Passive
NB
Your application is deficient.
Passive
NB
Your application has been denied.
Passive
NB
I’m sorry. I’m unable to find your application status.
Condition
If application is being processed, approved
or reviewed
If application is deficient or unable to find
If application has been denied
Action
Go to Close
Go to Transfer Message
Go to Transfer Option
FAQ MENU
Initial – TT
Initial – VR
B
NB
For information on how to request a coupon, press 1.
How long it takes to receive your coupon, press 2.
For general information about our coupon program, press 3.
To return to the Main Menu, press star.
Added option to return to the Main Menu to then provide
option to request coupon.
For information on how to request a coupon, say 1.
How long it takes to receive your coupon, say 2.
For general information about our coupon program, say 3.
To return to the Main Menu, say 4.
Option
DTMF/VR
Request Coupon
1
Receive Coupon
2
General Info
3
Main Menu
*/4
Error
st
1 attempt & Error
1st attempt & Timeout
nd
2 attempt & Error/Timeout
system down
Action
Go to Request Coupon FAQ
Go to Receive Coupon FAQ
Go to General Information FAQ
Go to Main Menu
Action
Go to Invalid
Go to Timeout
Go to Final Invalid/Timeout
Go to
REQUEST COUPON FAQ
Passive
Initial – TT
Initial - VR
NB
B
NB
Option
DTMF/VR
Repeat
1
Request Coupon
2
Main Menu
*/3
Error
st
1 attempt & Error
st
1 attempt & Timeout
nd
2 attempt & Error/Timeout
system down
There are three ways you can request a coupon:
Online at dtv2009.org;
Over the phone using this automated system; or
Through the mail.
Apply online or over the phone, and receive instant
confirmation of your eligibility.
If you prefer to apply through the mail, you’ll receive your
coupons within 14-21 days if eligible.
Every household that receives TV over the air is eligible for a
maximum of 2 coupons.
Revised verbiage for clarity.
To hear this message again, press 1.
To request a coupon or application, press 2
To return to the main menu, press star.
Or simply hang up to disconnect.
Added option to hear again
To hear this message again, say 1.
To request a coupon or application, say 2
To return to the main menu, say 3.
Or simply hang up to disconnect.
Action
Replay Request Coupon FAQ
Go to Request Coupon Menu
Go to Main Menu
Action
Go to Invalid
Go to Timeout
Go to Final Invalid/Timeout
Go to
RECEIVE COUPON FAQ
Passive
Initial – TT
NB
B
Once we receive your application, it usually takes 14-21 days
before you receive your coupons. If it’s been more than 21
days, we encourage you to check the status of your
application either through this automated phone system, or on
our website at dtv2009.org.
Revised verbiage for clarity.
To hear this message again, press 1.
Request a coupon or application, press 2.
Check your application status, press 3.
To return to the main menu, press star.
Or simply hang up to disconnect.
Initial - VR
NB
Option
DTMF/VR
Repeat
1
Request Coupon
2
Check App Status
3
Main Menu
*/4
Error
st
1 attempt & Error
1st attempt & Timeout
nd
2 attempt & Error/Timeout
system down
Added option to check application status
To hear this message again, say 1.
Request a coupon or application, say 2.
Check your application status, say 3.
To return to the main menu, say 4.
Or simply hang up to disconnect.
Action
Replay Receive Coupon FAQ
Go to Application Menu
Go to Confirmation Number
Go to Main Menu
Action
Go to Invalid
Go to Timeout
Go to Final Invalid/Timeout
Go to
GENERAL INFORMATION FAQ
Passive
NB
Initial - TT
B
Initial - VR
NB
Option
DTMF/VR
Repeat
1
Request Coupon
2
Main Menu
*/3
Error
1st attempt & Error
1st attempt & Timeout
nd
2 attempt & Error/Timeout
system down
The Digital Television Transition and Public Safety Act of
2005, requires TV stations to stop broadcasting in analog and
to broadcast only in digital after February 17, 2009. The digital
transition will provide a better viewing experience for
consumers and help emergency responders protect your
community. The Act created the digital-to-analog converter
box coupon program for households wishing to use their
analog TVs after the transition. This Program allows US
households to obtain up to two coupons, each worth $40 that
can be applied towards the cost of certain converter boxes.
TVs connected to cable, satellite, or other pay services do not
need a converter box and will continue to receive programs
after February 17, 2009.
To hear this message again, press 1.
To request a coupon or application, press 2
To return to the main menu, press star.
Or simply hang up to disconnect.
To hear this message again, say 1.
To request a coupon or application, say 2
To return to the main menu, say 3.
Or simply hang up to disconnect.
Action
Replay General Information FAQ
Go to Request Coupon Menu
Go to Main Menu
Action
Go to Invalid
Go to Timeout
Go to Final Invalid/Timeout
Go to
TRANSFER OPTION
Initial - TT
NB
If you feel it should’ve been approved, press 0 to speak to a
representative.
Otherwise, you may hang up.
Added verbiage to instruct caller to hang up so they know
there is nothing else they can do with this automated system.
If you feel it should’ve been approved, say 0 to speak to a
representative.
Initial - VR
NB
Otherwise, you may hang up.
Option
Representative
DTMF/VR
(Accept any DTMF
or VR)
Error
st
1 attempt & Timeout
Action
Go to Transfer Message
Action
Go to Close
EVERYTHING ELSE MESSAGE
Initial – TT
Initial - VR
Option
Representative
B
NB
DTMF/VR
(Accept any DTMF
or VR)
Error
st
1 attempt & Timeout
If your coupon or coupons have expired or have been lost or
stolen, we’re unfortunately unable to replace them.
We’re also unable to provide technical support for hooking up
converter boxes and can only answer questions specifically
regarding the coupon program. If you have such a question,
please press 0 to speak to a representative. Otherwise, you
may hang up.
Slight rewording and offer to press 0 to give caller an ‘out’ in
case they have a question we haven’t thought of.
If your coupon or coupons have expired or have been lost or
stolen, we’re unfortunately unable to replace them.
We’re also unable to provide technical support for hooking up
converter boxes and can only answer questions specifically
regarding the coupon program. If you have such a question,
at the tone, say 0 to speak to a representative. Otherwise,
you may hang up.
Action
Go to Transfer Message
Action
Go to Close
INVALID
Passive
NB
Condition
All
I’m sorry, that was not a valid response. Please try again.
Action
Re-prompt
TIMEOUT
Passive
Condition
All
FINAL INVALID/TIMEOUT
NB
Again…
Action
Re-prompt
Passive
NB
Condition
All
I’m sorry, I’m still having trouble.
Action
Go to Transfer Message
TRANSFER MESSAGE
Passive
NB
Condition
All
Please hold while I transfer you to the first available
Consumer Support Representative. Calls may be monitored
and recorded for quality assurance purposes.
Action
Attempt Transfer
CALL CENTER BUSY/NO ANSWER MESSAGE
Passive
NB
Condition
All
Currently we are experiencing an exceptionally high volume of
calls and all representatives are busy assisting other callers.
Please stay on the line for the first available Consumer
Support Representative. Visit our website 24 hours a day, 7
days a week at: dtv2009.org.
Action
Attempt Transfer
CLOSE
Passive
NB
Condition
All
Thank you for calling the Digital-to-Analog Converter Box
Consumer Hotline. Good-bye.
Action
Disconnect
PROGRAM INFORMATION
Program Name
Team
Specification
Flowchart
Telescope
Bravo Path
Test Number
Access Code
Password
NTIA – Analog-to-Digital Converter Box
Ahl/Programmer/Marasco/Producer/Talent
REVISION HISTORY
Version
1.00
Date
Oct. 26, 2007
Author
Marasco
PSR
Notes
Initial Draft
WIC
Express ID Plus
Dialog Design Specification
Version 1.05b
April 2, 2007
EXPRESS ID PLUS VERSION 1.05B
CALLING FROM HOME (ANI) MODULE
PRE-MODULE PROCESSING
Does variable ?130 contain a 10-digit number?
If yes, go to Phone Lookup Module
If no, zero ANI?
If yes, go to Phone Number Recognition Module
If no, does file u991120 exist?
If yes, go to Calling From Home u991120
If no, go to Phone Number Recognition Module
Go to
All
Rec_server down
CALLING FROM HOME
u991120.vox
Initial
B
Are you calling from your home telephone?
u991125.vox
Error
NB
If you are calling from your home telephone, say yes.
If not, say no.
(Optional but recommended. If not used, will repeat slot u991120)
Grammar Name
.wic_std_YesNo
Value
<>
Option
Vocabulary
yes
yes
no
no
Error
st
1 attempt and Error
1st attempt and Timeout
nd
2 attempt and Error
2nd attempt and Timeout
Rec_server down
CALLING FROM HOME INVALID
u991129.vox
Passive
NB
Action
Use ANI as phone number (let ?130 = ANI); go to Phone Lookup Module
Go to Phone Number Recognition Module
Action
Go to Calling from Home Invalid u991129 (opt) or Default Invalid Module
Go to Calling from Home Invalid u991129 (opt) or Default Invalid Module
Go to Calling from Home VC Transition u991127
Deleted: (opt) or Full NACSZ Voice
Go to Calling from Home VC Transition u991127
Capture Module
Go to
Deleted: (opt) or Full NACSZ Voice
Capture Module
(Optional. If not used, will speak random slot from Default Invalid Module –
recommended.)
I’m sorry, but I didn’t understand your response.
All
Rec_server down
Go to Calling from Home u991125 (opt) or u991120
Go to
CALLING FROM HOME VC TRANSITION
(Optional but recommended.)
10/26/07
u991127.vox
Passive
All
Rec_server down
NB
I’m sorry, but I’m not sure I understood your response
correctly.
Deleted: Let’s try something else.
Express ID Plus Done
Go to Transfer Message
Go to
Deleted: Go to Full NACSZ Voice
Capture Module
PHONE NUMBER RECOGNITION MODULE
PRE-MODULE PROCESSING
All
Does variable ?130 contain a 10-digit number?
If yes, go to Phone Lookup Module
If no, go to Get Phone Number u991110
Go to
Rec_server down
GET PHONE NUMBER
u991110.vox
Initial
B
Please tell me your home phone number including the area
code.
(Optional but recommended. If not used, will repeat slot u991110)
04/02/07
u991115.vox
Error
u991116.vox
Confirm
Reject
NB
Let’s try again. Speaking one digit at a time, please tell me
either your home or cell phone number including the area
code.
(Optional but recommended. If not used, will repeat slot u991110)
NB
Sorry about that. Let’s try again. Speaking one digit at a
time, please tell me your home phone number including the
area code.
.wicrtl_SPcapture_PhoneNumber
.wic_std_PhoneNumber
Value
<>
Option
Vocabulary
Action
10-digit phone
0123456789
Go to Confirm Phone Number u991111
Error
Action
st
1 attempt and Error
Go to Get Phone Number Invalid u991119 (opt) or Default Invalid Module
st
1 attempt and Timeout
Go to Get Phone Number Invalid u991119 (opt) or Default Invalid Module
Go to Phone Number VC Transition u991117
2nd attempt and Error
Deleted: (opt) or Full NACSZ Voice
nd
2 attempt and Timeout
Go to Phone Number VC Transition u991117
Capture Module
Rec_server down
Go to
Deleted: (opt) or Full NACSZ Voice
Capture Module
Grammar Name
GET PHONE NUMBER INVALID
u991119.vox
Passive
NB
All
Rec_server down
(Optional. If not used, will speak random slot from Default Invalid Module –
recommended.)
I’m sorry, but I’m not sure I heard your phone number
correctly.
Go to Get Phone Number u991115 (opt) or u991110
Go to
CONFIRM PHONE NUMBER
u991111a.vox
Initial
Option 1
NB
u991111.vox
Initial
Option 2
NB
(Optional)
Did you say…
(Optional but recommended.)
n/a
NB
I heard…
[playback phone number using dynamic concatenation]
u991112.vox
NB
(IMPORTANT: use only with Option 2 above. Optional but recommended if
using Option 2 above. If not used, will speak random “is correct”.)
Did I get that right?
NB
(Optional but recommended. If not used, will repeat slot u991111 or
u991111a)
n/a
NB
I thought you said…
[playback phone number using dynamic concatenation]
u991114.vox
NB
(Optional but recommended. If not used, will repeat slot u991112, or will
speak random “is correct”.)
u991113.vox
Error
Is that right?
Grammar Name
Value
Option
yes
.wic_std_YesNo
<>
Vocabulary
yes
no
no
Error
st
1 attempt and Error
Action
Go to Phone Lookup Module
1x, go to Get Phone Number u991116 (opt) or u991110
2x, go to Phone Number VC Transition u991117
Action
Go to Confirm Phone Number Invalid u991118 (opt) or Default Invalid
Deleted: (opt) or Full NACSZ Voice
Capture Module
Module
Go to Confirm Phone Number Invalid u991118 (opt) or Default Invalid
Module
Go to Phone Number VC Transition u991117
Go to Phone Number VC Transition u991117
Go to
st
1 attempt and Timeout
2nd attempt and Error
nd
2 attempt and Timeout
Rec_server down
CONFIRM PHONE NUMBER INVALID
u991118.vox
Passive
NB
Deleted: (opt) or Full NACSZ Voice
Capture Module
Deleted: (opt) or Full NACSZ Voice
Capture Module
(Optional. If not used, will speak random slot from Default Invalid Module –
recommended.)
I’m sorry, but I couldn’t verify your response.
All
Rec_server down
Go to Confirm Phone Number u991113 (opt) or u991111
Go to
PHONE NUMBER VC TRANSITION
(Optional but recommended.)
10/26/07
u991117.vox
Passive
NB
All
Rec_server down
I’m sorry, but I’m not sure I understood your response
correctly. .
Deleted: Let’s try something else
Express ID Plus Done, return
Go to Transfer Message
Go to
Deleted: Go to Full NACSZ Voice
Capture Module
PHONE LOOKUP MODULE
PRE-MODULE PROCESSING
Get Name & Address from Targus
(gosub SPcapture_get_name_address)
If record found, does variable ?140 contain a 5-digit number (zip code)
AND does this variable match the zip code in the Targus record?
If yes, go to Confirm Address On File u991211
If no, go to Confirm Address On File Zip Code Transition u991230
If record not found, go to Confirm Address On File Zip Code Transition
u991230
Go to
All
Rec_server down
CONFIRM ADDRESS ON FILE
u991211.vox
Initial
NB
n/a
21cent call
NB
n/a
not21cent call
TTS success
NB
n/a
TTS failed
NB
u991212.vox
NB
u991213.vox
Error
NB
n/a
21cent call
NB
n/a
not21cent call
TTS success
NB
n/a
TTS failed
u991214.vox
Grammar Name
NB
NB
.wic_std_YesNo
(If the application is sending a product, client may want to substitute
“address” with the phrase “mailing address” in the following prompts. If the
application wants the caller’s actual home address, client may want to
substitute it with “home address”.)
Now I’m going to ask you to verify some information. First,
let’s confirm that I have your current address.
[spell house number only using A-Z and 0-9]
[TTS: street address]
[spell address using A-Z and 0-9]
(Optional but recommended. If not used, will speak random “is correct”.)
Is that right?
(Optional but recommended. If not used, will repeat slot u991211)
Let me repeat that address one more time.
[spell house number only using A-Z and 0-9]
[TTS: street address]
[spell address using A-Z and 0-9]
(Optional but recommended. If not used, will repeat slot u991212)
Is that your current address?
Value
Option
yes
no
Error
<>
Vocabulary
yes
no
Action
Go to Last Name Verification Module
Go to Confirm Address On File Zip Code Transition u991231
Action
Go to Confirm Address On File Invalid u991219 (opt) or Default Invalid
Module
Go to Confirm Address On File Invalid u991219 (opt) or Default Invalid
Module
Go to Confirm Address On File VC Transition u991217
Go to Confirm Address On File VC Transition u991217
Go to
1st attempt and Error
1st attempt and Timeout
2nd attempt and Error
nd
2 attempt and Timeout
Rec_server down
CONFIRM ADDRESS ON FILE INVALID
u991219.vox
Passive
NB
Deleted: (opt) or Full NACSZ Voice
Capture Module
Deleted: (opt) or Full NACSZ Voice
Capture Module
(Optional. If not used, will speak random slot from Default Invalid Module –
recommended.)
Sorry, but I’m not sure I understood you correctly.
All
Rec_server down
Go to Confirm Address On File u991213 (opt) or u991211
Go to
CONFIRM ADDRESS ON FILE VC TRANSITION
10/26/07
u991217.vox
Passive
NB
(Optional but recommended.)
I’m very sorry, but I’m having trouble confirming your address.
Deleted: Let me quickly record you
Express ID Plus Done, return
Go to Transfer Message
Go to
All
Rec_server down
speaking your address information.
Deleted: Go to Full NACSZ Voice
Capture Module
CONFIRM ADDRESS ON FILE ZIP CODE TRANSITION
(Optional but recommended.)
u991230.vox
Passive
NB
u991231.vox
Passive
NB
I’ll need to collect your name and address information. Let’s
start with your address, and then I’ll get your name later.
Sorry about that. Let’s see if I can get your correct name and
address. Let’s start with your address, and then I’ll get your
name later.
CMG call?
If yes, go to Zip Code Recognition Module
If no, go to Verify Pre-Entered Zip Code Module
Go to
All
Rec_server down
LAST NAME VERIFICATION MODULE
PRE-MODULE PROCESSING
Is variable ?143 = “NONAME”?
If yes, ExpressID Plus Done; return
If requesting coupon, go to Eligibility Lookup Module
If checking status, go to Status Lookup Module
If no, Targus record contain last name?
If yes, go to Confirm Last Name On File u991411
If no, go to Last Name Recognition Module
Go to
All
Rec_server down
CONFIRM LAST NAME ON FILE
u991411.vox
Initial
NB
n/a
TTS success
NB
spelled.vox
TTS success
TTS failed
NB
OK. Let’s make sure I have your correct last name.
[TTS: last name]
(Optional but recommended. Example: Smith spelled S M I T H – this slot
will be recorded in Nuance wav format.)
n/a
TTS success
TTS failed
u991412.vox
NB
NB
spelled…
[spell last name using A-Z]
(Optional but recommended. If not used, will speak random “is correct”.)
Is that right?
(Optional but recommended. If not used, will repeat slot u991411)
u991413.vox
Error
NB
n/a
TTS success
NB
Let me repeat that name once more.
[TTS: last name]
spelled.vox
TTS success
TTS failed
NB
(Optional but recommended. Example: Smith spelled S M I T H – this slot
will be recorded in Nuance wav format.)
n/a
TTS success
TTS failed
NB
spelled…
[spell last name using A-Z]
NB
(Optional but recommended. If not used, will repeat slot u991412, or will
speak random “is correct”.)
u991414.vox
Is that your correct last name?
Grammar Name
Value
Option
yes
no
Error
.wic_std_YesNo
<>
Vocabulary
yes
no
st
1 attempt and Error
st
1 attempt and Timeout
2nd attempt and Error
nd
2 attempt and Timeout
Rec_server down
Action
Go to First Name Verification Module
Go to Last Name Recognition Module
Action
Go to Confirm Last Name On File Invalid u991419 (opt) or Default Invalid
Module
Go to Confirm Last Name On File Invalid u991419 (opt) or Default Invalid
Module
Go to Confirm Last Name on File VC Transition u991417
Deleted: (opt) or Name Only Voice
Go to Confirm Last Name on File VC Transition u991417 (
Capture Module
Go to
Deleted: opt) or Name Only Voice
Capture Module
CONFIRM LAST NAME ON FILE INVALID
u991419.vox
Passive
NB
(Optional. If not used, will speak random slot from Default Invalid Module –
recommended.)
I’m sorry, but I didn’t understand your response.
All
Rec_server down
Go to Confirm Last Name On File u991413 (opt) or u991411
Go to
CONFIRM LAST NAME ON FILE VC TRANSITION
10/26/07
u991417.vox
Passive
All
Rec_server down
NB
(Optional but recommended.)
I’m very sorry, but I’m having trouble confirming your name.Deleted: Just to make sure I get it
Express ID Plus Done, return
If requesting coupon, go to Eligibility Lookup Module
If checking status, go to Status Lookup Module
Go to
FIRST NAME VERIFICATION MODULE
PRE-MODULE PROCESSING
All
Rec_server down
21¢ call?
If yes, ExpressID Plus Done; return
If requesting coupon, go to Eligibility Lookup Module
If checking status, go to Status Lookup Module
If no, Targus record contain first name?
If yes, go to Confirm First Name On File u991511
If no, go to First Name Recognition Module
Go to
right, let me quickly record you
speaking your full name.
Deleted: Go to Name Only Voice
Capture Module
CONFIRM FIRST NAME ON FILE
u991511.vox
Initial
NB
n/a
TTS success
NB
And first name…
[TTS: first name]
spelled.vox
TTS success
TTS failed
NB
(Optional but recommended. Example: John spelled J O H N – this slot will
be recorded in Nuance wav format.)
n/a
TTS success
TTS failed
NB
spelled…
[spell first name using A-Z]
u991512.vox
NB
(Optional but recommended. If not used, will speak random “is correct”.)
Do I have that right as well?
(Optional but recommended. If not used, will repeat slot u991511)
u991513.vox
Error
NB
n/a
TTS success
NB
Let me repeat that name once more.
[TTS: first name]
spelled.vox
TTS success
TTS failed
NB
(Optional but recommended. Example: Smith spelled S M I T H – this slot
will be recorded in Nuance wav format.)
n/a
TTS success
TTS failed
NB
spelled…
[spell first name using A-Z]
NB
(Optional but recommended. If not used, will repeat slot u991512, or will
speak random “is correct”)
u991514.vox
Is that your correct first name?
Grammar Name
Value
Option
.wic_std_YesNo
<>
Vocabulary
yes
yes
no
Error
no
1st attempt and Error
st
1 attempt and Timeout
2nd attempt and Error
nd
2 attempt and Timeout
Rec_server down
Action
ExpressID Plus Done; return
If requesting coupon, go to Eligibility Lookup Module
If checking status, go to Status Lookup Module
Go to First Name Recognition Module
Action
Go to Confirm First Name On File Invalid u991519 (opt) or Default Invalid
Module
Go to Confirm First Name On File Invalid u991519 (opt) or Default Invalid
Module
Go to Confirm First Name On File VC Transition u991517
Deleted: (opt) or Name Only Voice
Go to Confirm First Name On File VC Transition u991517
Capture Module
Go to
Deleted: (opt) or Name Only Voice
Capture Module
CONFIRM FIRST NAME ON FILE INVALID
u991519.vox
Passive
NB
(Optional. If not used, will speak random slot from Default Invalid Module –
recommended.)
I’m sorry, but I didn’t understand your response.
All
Rec_server down
Go to Confirm First Name On File u991513 (opt) or u991511
Go to
CONFIRM FIRST NAME ON FILE VC TRANSITION
10/26/07
u991517.vox
Passive
All
Rec_server down
NB
(Optional but recommended.)
I’m very sorry, but I’m having trouble confirming your name.Deleted: Just to make sure I get it
ExpressID Plus Done; return
If requesting coupon, go to Eligibility Lookup Module
If checking status, go to Status Lookup Module
Go to
VERIFY PRE-ENTERED ZIP CODE MODULE
PRE-MODULE PROCESSING
All
Does variable ?140 contain a 5-digit number (zip code)?
right, let me quickly record you
speaking your full name.
Deleted: Go to Name Only Voice
Capture Module
If yes, does file u997101 exist?
If yes, query phoneplus DB for city-state using zip code
Go to Confirm Zip Code On File u997101
If no, go to Street Address Recognition Module
If no, go to Zip Code Recognition Module
Go to
Rec_server down
CONFIRM ZIP CODE ON FILE
u997101.vox
Initial
NB
n/a
NB
n/a
NB
u997102.vox
NB
u997103.vox
Error
n/a
NB
NB
n/a
NB
u997104.vox
NB
Grammar Name
Value
Option
yes
no
Error
.wic_std_YesNo
<>
Vocabulary
yes
no
st
1 attempt and Error
st
1 attempt and Timeout
nd
2 attempt and Error
2nd attempt and Timeout
Rec_server down
I have your zip code, but I need to confirm that it’s the zip
code for your current address.
[playback zip code using 0-9]
[TTS: city and state]
(Optional but recommended. If not used, will speak random “is correct”.)
Is that right?
(Optional but recommended. If not used, will repeat slot u997101)
Let me repeat that zip code one more time.
[playback zip code using 0-9]
[TTS: city and state]
(Optional but recommended. If not used, will repeat slot u997102)
Is that the zip code for your current address?
Action
Go to Street Address Recognition Module
Go to Zip Code Recognition Module
Action
Go to Confirm Zip Code On File Invalid u997108 (opt) or Default Invalid
Module
Go to Confirm Zip Code On File Invalid u997108 (opt) or Default Invalid
Module
Go to Confirm Zip Code On File VC Transition u997107
Deleted: (opt) or Full NACSZ Voice
Go to Confirm Zip Code On File VC Transition u997107
Capture Module
Go to
Deleted: (opt) or Full NACSZ Voice
Capture Module
CONFIRM ZIP CODE ON FILE INVALID
u997108.vox
Passive
NB
(Optional. If not used, will speak random slot from Default Invalid Module –
recommended.)
Sorry, but I’m not sure I understood you correctly.
All
Rec_server down
Go to Confirm Zip Code On File u997103 (opt) or u997101
Go to
CONFIRM ZIP CODE ON FILE VC TRANSITION
(Optional but recommended.)
10/26/07
u997107.vox
Passive
All
Rec_server down
NB
I’m very sorry, but I’m having trouble confirming your zip
code.
ExpressID Plus Done; return
Go to Transfer Message
Go to
ZIP CODE RECOGNITION MODULE
PRE-MODULE PROCESSING
All
Rec_server down
Go to Get Zip Code u997000
Go to
Deleted: Let me quickly record you
speaking your complete address.
Deleted: Go to Full NACSZ Voice
Capture Module
GET ZIP CODE
u997000.vox
Initial
B
u997005.vox
Error
NB
u997006.vox
Confirm
Reject
What’s the zip code of your current address so I can look up
the city and state?
(Optional but recommended. If not used, will repeat slot u997000)
Speaking one digit at a time, please tell me the 5-digit zip
code of your address.
(Optional but recommended. If not used, will repeat slot u997000)
NB
Sorry about that. Let’s try once more. Speaking one digit at
a time, please tell me the 5-digit zip code of your current
address.
Grammar Name
Value
Option
.(gosub SPcapture_recognize_zip_code)
<>
Vocabulary
Action
Query phoneplus DB for city-state using zip code
5-digit zip code
0123456789
Go to Confirm Zip Code u997001
Error
Action
st
1 attempt and Error
Go to Get Zip Code Invalid u997009 (opt) or Default Invalid Module
Go to Get Zip Code Invalid u997009 (opt) or Default Invalid Module
1st attempt and Timeout
ExpressID Plus Done; return
nd
2 attempt and Error
Go to Transfer Message
2 attempt and Timeout
ExpressID Plus Done; return
Go to Transfer Message
Rec_server down
Go to
nd
Deleted: Go to ???? u997007 (opt)
or Full NACSZ Voice Capture Module
Deleted: Go to ???? u997007 (opt)
or Full NACSZ Voice Capture Module
GET ZIP CODE INVALID
u997009.vox
Passive
NB
(Optional. If not used, will speak random slot from Default Invalid Module –
recommended.)
I’m sorry, but I’m not sure I heard you correctly.
All
Rec_server down
Go to Get Zip Code u997005 (opt) or u997000
Go to
CONFIRM ZIP CODE
u997001.vox
Initial
Option 1
Initial
Option 2
NB
(This slot is mandatory, however an “empty” slot is recommended.)
[empty slot – record 0.0 seconds of silence]
NB
I have…
n/a
NB
n/a
NB
[playback zip code using 0-9]
[TTS: city and state]
u997002.vox
NB
u997001a.vox
u997003.vox
Error
NB
n/a
NB
n/a
NB
u997004.vox
NB
Grammar Name
Value
Option
yes
.wic_std_YesNo
<>
Vocabulary
yes
no
no
(Mandatory, but could also use default “is correct” (opt))
Is that right?
(Optional. If not used, will repeat slot u997001 – recommended)
Just to be sure, let me repeat the zip code I heard.
[playback zip code using 0-9]
[TTS: city and state]
(Optional but recommended. If not used, will repeat slot u997002, or default
“is correct”.)
Is that the correct zip code, city, and state for your current
address?
Action
Go to Street Address Recognition Module
1x, go to Get Zip Code u997006 (opt) or u997000
2x, ExpressID Plus Done; return
Go to Transfer Message
Deleted: go to ???? u997007 (opt)
Action
or Full NACSZ Voice Capture Module
Go to Confirm Zip Code Invalid u997008 (opt) or Default Invalid Module
Go to Confirm Zip Code Invalid u997008 (opt) or Default Invalid Module
ExpressID Plus Done; return
Go to Transfer Message
Deleted: Go to ???? u997007 (opt)
ExpressID Plus Done; return
or Full NACSZ Voice Capture Module
Go to Transfer Message
Deleted: Go to ???? u997007 (opt)
Go to
or Full NACSZ Voice Capture Module
Error
st
1 attempt and Error
st
1 attempt and Timeout
nd
2 attempt and Error
2nd attempt and Timeout
Rec_server down
CONFIRM ZIP CODE INVALID
u997008.vox
Passive
NB
(Optional. If not used, will speak random slot from Default Invalid Module –
recommended.)
I’m sorry, but I didn’t understand your response.
All
Rec_server down
Go to Confirm Zip Code u997003 (opt) or u997001
Go to
STREET ADDRESS RECOGNITION MODULE
PRE-MODULE PROCESSING
Zip code in Dynamic Grammar?
If yes, go to Get Address u998000
If no, go to Address VC Transition u998017
Go to
All
Rec_server down
Deleted: (opt) or Full NACSZ Voice ¶
Capture Module
GET ADDRESS
u998000.vox
Initial
B
OK, I have your city information. Now I need your street
address or box number. Without spelling any words or street
names, what’s your address there?
(Optional but recommended. If not used, will repeat slot u998000)
u998005.vox
Error
NB
Let’s try again. For example, you could say 7-1-3 Oak Drive,
Apartment 3 or P.O. Box 4-9-6. I also understand rural
routes, and I don’t need you to spell any street names for me.
Please go ahead and say your address.
(Optional but recommended. If not used, will repeat slot u998000)
u998006.vox
Confirm
Reject
NB
Sorry about that. Let’s try once more. As an example, you
can say Nineteen Forty Chestnut Street, Apartment 2A or
P.O. Box twenty-three eleven. I also understand rural routes,
and I don’t need you to spell any street names for me. Go
ahead and say your address when you’re ready.
Grammar Name
.(gosub SPcapture_recognize_whole_street_address)
Value
<>
Option
Vocabulary
Action
address
1160 Maple Drive
Go to Confirm Address u998011
Error
Action
Go to Get Address Invalid u998009 (opt) or Default Invalid Module
1st attempt and Error
1st attempt and Timeout
Go to Get Address Invalid u998009 (opt) or Default Invalid Module
nd
Go to Address VC Transition u998017
2 attempt and Error
nd
Go to Address VC Transition u998017
2 attempt and Timeout
Rec_server down
Go to
GET ADDRESS INVALID
u998009.vox
Passive
NB
Deleted: (opt) or Full NACSZ Voice
Capture Module
Deleted: (opt) or Full NASCZ Voice
Capture Module
(Optional. If not used, will speak random slot from Default Invalid Module –
recommended.)
I’m sorry, but I didn’t understand the address you spoke.
All
Rec_server down
Go to Get Address u998005 (opt) or u998000
Go to
CONFIRM ADDRESS
u998011.vox
Initial
NB
n/a
TTS success
NB
n/a
TTS failed
NB
u998012.vox
OK. Let me read that back to you to make sure I got it right.
[TTS: street address]
[spell street address using A-Z and 0-9]
(Optional but recommended. If not used, will speak random “is correct”.)
NB
Is that right?
(Optional but recommended. If not used, will repeat slot u998011)
u998013.vox
Error
NB
n/a
TTS success
NB
n/a
TTS failed
NB
Just to be sure, let me repeat the address I heard one more
time.
[TTS: street address]
[spell street address using A-Z and 0-9]
NB
(Optional but recommended. If not used, will repeat slot u998012, or default
“is correct”)
u998014.vox
Is that the address you spoke earlier?
Grammar Name
Value
Option
yes
.wic_std_YesNo
<>
Vocabulary
yes
no
no
Error
st
1 attempt and Error
st
1 attempt and Timeout
2nd attempt and Error
nd
2 attempt and Timeout
Rec_server down
Action
Go to CASS Certification Module
1x, go to Get Address u998006 (opt) or u998000
2x, go to Address VC Transition u998017
Action
Go to Confirm Address Invalid u998019 (opt) or Default Invalid Module
Go to Confirm Address Invalid u998019 (opt) or Default Invalid Module
Go to Address VC Transition u998017
Go to Address VC Transition u998017
Go to
CONFIRM ADDRESS INVALID
u998019.vox
Passive
NB
Deleted: (opt) or Full NACSZ Voice
Capture Module
Deleted: (opt) or Full NACSZ Voice
Capture Module
Deleted: (opt) or Full NACSZ Voice
Capture Module
(Optional. If not used, will speak random slot from Default Invalid Module –
recommended.)
I’m sorry, but I didn’t understand your response.
All
Rec_server down
Go to Confirm Address u998013 (opt) or u998011
Go to
ADDRESS VC TRANSITION
10/26/07
u998017.vox
Passive
NB
(Optional but recommended.)
I’m very sorry, but I’m having trouble getting your address. Deleted: Just to make sure I get it
All
ExpressID Plus Done; return
Go to Transfer Message
Rec_server down
Go to
CASS CERTIFICATION MODULE
right, in a moment, I’m going to have
you speak your entire name and
address one last time so I can record
it.
Deleted: Go to Full NACSZ Voice
Capture Module
PRE-MODULE PROCESSING
All
Rec_server down
Certify collected address with Targus
(gosub SPcapture_CASS_Certification)
If address was certified, go to Last Name Recognition Module
If address failed certification, go to CASS Failed VC Transition u998057
Deleted: (opt) or Full NACSZ Voice
Go to
Capture Module
CASS FAILED VC TRANSITION
u998057.vox
Passive
NB
(Optional but recommended.)
I’m very sorry, but I couldn’t certify that as a valid address. Deleted: Just to make sure I get it
All
ExpressID Plus Done; return
Go to Transfer Message
Rec_server down
Go to
LAST NAME RECOGNITION MODULE
right, in a moment I’m going to have
you speak your entire name and
address one last time so I can record
it.
Deleted: Go to Full NACSZ Voice
Capture Module
PRE-MODULE PROCESSING
Is variable ?143 = “NONAME”?
If yes, ExpressID Plus Done; return
If requesting coupon, go to Eligibility Lookup Module
If checking status, go to Status Lookup Module
If no, go to Get LastDeleted: ¶
Name u993010
Go to
All
Rec_server down
GET LAST NAME
u993010.vox
Initial
NB
OK. Let’s get your correct last name. First, say your last
name, and then spell it for me.
(Optional but recommended. If not used, will repeat slot u993010)
u993015.vox
Error
u993016.vox
Confirm
Reject
NB
Let’s try again. As an example, if your last name were Smith,
you would say Smith, S M I T H. Please say and then spell
just your last name.
(Optional but recommended. If not used, will repeat slot u993010)
NB
Sorry about that. Let’s try once more. Just as an example,
Smith would be spoken as Smith, S M I T H. Please say and
then spell just your last name.
Grammar Name
.(gosub SPcapture_recognize_last_name)
Value
<>
Option
Vocabulary
Action
last name
Smith, S M I T H
Go to Confirm Last Name u993011
Error
Action
Go to Get Last Name Invalid u993019 (opt) or Default Invalid Module
1st attempt and Error
st
1 attempt and Timeout
Go to Get Last Name Invalid u993019 (opt) or Default Invalid Module
nd
2 attempt and Error
Go to Last Name VC Transition u993017
nd
Go to Last Name VC Transition u993017
2 attempt and Timeout
Rec_server down
Go to
GET LAST NAME INVALID
u993019.vox
Passive
NB
Deleted: (opt) or Name Only Voice
Capture Module
Deleted: (opt) or Name Only Voice
Capture Module
(Optional. If not used, will speak random slot from Default Invalid Module –
recommended.)
I’m sorry, but I didn’t understand your response.
All
Rec_server down
Go to Get Last Name u993015 (opt) or u993010
Go to
CONFIRM LAST NAME
u993011.vox
Initial
NB
n/a
TTS success
NB
Let me make sure I have your last name correct.
[TTS: last name]
spelled.vox
TTS success
TTS failed
NB
(Optional but recommended. Example: Smith spelled S M I T H – this slot
will be recorded in Nuance wav format.)
spelled…
n/a
TTS success
TTS failed
u993012.vox
NB
NB
[spell last name using A-Z]
(Optional but recommended. If not used, will speak default “is correct”.)
Is that right?
(Optional but recommended. If not used, will repeat u993011)
u993013.vox
Error
NB
n/a
TTS success
NB
Just to be sure, let me repeat the name I heard.
[TTS: last name]
spelled.vox
TTS success
TTS failed
NB
(Optional but recommended. Example: Smith spelled S M I T H – this slot
will be recorded in Nuance wav format.)
n/a
TTS success
TTS failed
NB
spelled…
[spell last name using A-Z]
NB
(Optional but recommended. If not used, will repeat slot u993012, or default
“is correct”)
u993014.vox
Is that your last name?
Grammar Name
Value
Option
yes
.wic_std_YesNo
<>
Vocabulary
yes
no
no
Error
1st attempt and Error
st
1 attempt and Timeout
nd
2 attempt and Error
2nd attempt and Timeout
Rec_server down
Action
Go to First Name Recognition Module
1x, go to Get Last Name u993016 (opt) or u993010
2x, go to Last Name VC Transition u993017
Deleted: (opt) or Name Only Voice
Action
Capture Module
Go to Confirm Last Name Invalid u993018 (opt) or Default Invalid Module
Go to Confirm Last Name Invalid u993018 (opt) or Default Invalid Module
Go to Last Name VC Transition u993017
Deleted: (opt) or Name Only Voice
Go to
Capture Module
Go to
CONFIRM LAST NAME INVALID
u993018.vox
Passive
NB
(Optional. If not used, will speak random slot from Default Invalid Module –
recommended.)
I’m sorry, but I didn’t understand your response.
All
Rec_server down
Go to Confirm Last Name u993013 (opt) or u993011
Go to
LAST NAME VC TRANSITION
10/26/07
u993017.vox
Passive
NB
(Optional but recommended.)
I’m very sorry, but I’m having trouble getting your name.
ExpressID Plus Done; return
If requesting coupon, go to Eligibility Lookup Module
If checking status, go to Status Lookup Module
All
Rec_server down
Go to
Deleted: Just to make sure I get it
right, in a moment I’m going to have
you speak your first and last name so
I can record it.
Deleted: Go to Name Only Voice
Capture Module
FIRST NAME RECOGNITION MODULE
PRE-MODULE PROCESSING
21¢ call?
If yes, ExpressID Plus Done; return
If requesting coupon, go to Eligibility Lookup Module
If checking status, go to Status Lookup Module
If no, go to Get FirstDeleted: ¶
Name u994010
Go to
All
Rec_server down
GET FIRST NAME
u994010.vox
Initial
B
Please say your first name, and then spell it for me.
u994015.vox
Error
NB
Let’s try again. As an example, if your first name were John,
(Optional but recommended. If not used, will repeat slot u994010)
you would say John, J O H N. Please say and then spell
your first name.
(Optional but recommended. If not used, will repeat slot u994010)
u994016.vox
Confirm
Reject
NB
Sorry about that. Let’s try once more. Just as an example,
John would be spoken as John, J O H N. Please say and
then spell your first name.
Grammar Name
.(gosub SPcapture_recognize_first_name)
Value
<>
Option
Vocabulary
Action
first name
John J O H N
Go to Confirm First Name u994011
Error
Action
st
1 attempt and Error
Go to Get First Name Invalid u994019 (opt) or Default Invalid Module
st
1 attempt and Timeout
Go to Get First Name Invalid u994019 (opt) or Default Invalid Module
nd
2 attempt and Error
Go to First Name VC Transition u994017
nd
2 attempt and Timeout
Go to First Name VC Transition u994017
Rec_server down
Go to
GET FIRST NAME INVALID
u994019.vox
Passive
NB
Deleted: (opt) or Name Only Voice
Capture Module
Deleted: (opt) or Name Only Voice
Capture Module
(Optional. If not used, will speak random slot from Default Invalid Module –
recommended.)
I’m sorry, but I didn’t understand your response.
All
Rec_server down
Go to Get First Name u994015 (opt) or u994010
Go to
CONFIRM FIRST NAME
u994011.vox
Initial
NB
n/a
TTS success
NB
Let me see if I understood your first name correctly.
[TTS: first name]
spelled.vox
TTS success
TTS failed
NB
(Optional but recommended. Example: John spelled J O H N – this slot will
be recorded in Nuance wav format.)
n/a
TTS success
TTS failed
NB
spelled…
[spell first name using A-Z]
u994012.vox
NB
(Optional but recommended. If not used, will speak default “is correct”.)
Is that right?
(Optional but recommended. If not used, will repeat slot u994011)
u994013.vox
Error
NB
n/a
TTS success
NB
Just to be sure, let me repeat the name I heard.
[TTS: first name]
spelled.vox
TTS success
TTS failed
NB
(Optional but recommended. Example: John spelled J O H N – this slot will
be recorded in Nuance wav format.)
n/a
TTS success
TTS failed
NB
spelled…
[spell first name using A-Z]
NB
(Optional but recommended. If not used, will repeat slot u994012, or default
“is correct”)
u994014.vox
Is that your first name?
Grammar Name
Value
Option
.wic_std_YesNo
<>
Vocabulary
yes
yes
no
no
Error
st
1 attempt and Error
1st attempt and Timeout
nd
2 attempt and Error
2nd attempt and Timeout
Rec_server down
Action
ExpressID Plus Done; return
If requesting coupon, go to Eligibility Lookup Module
If checking status, go to Status Lookup Module
1x, go to Get First Name u994016 (opt) or u994010
2x, go to First Name VC Transition u994017 (opt) or Name Only Voice
Capture Module
Action
Go to Confirm First Name Invalid u994018 (opt) or Default Invalid Module
Go to Confirm First Name Invalid u994018 (opt) or Default Invalid Module
Go to First Name VC Transition u994017
Deleted: (opt) or Name Only Voice
Go to First Name VC Transition u994017
Capture Module
Go to
Deleted: (opt) or Name Only Voice
Capture Module
CONFIRM FIRST NAME INVALID
u994018.vox
Passive
NB
All
Rec_server down
Deleted: Just to make sure I get it
right, in a moment I’m going to have
you speak your first and last name so
I can record it.
(Optional. If not used, will speak random slot from Default Invalid Module –
recommended.)
Deleted: Go to Name Only Voice
Capture Module
I’m sorry, but I didn’t understand your response.
Go to go to Confirm First Name u994013 (opt) or u994011
Deleted: FULL NACSZ VOICE
Go to
CAPTURE MODULE (ONE SLOT)
Deleted: PRE-MODULE
PROCESSING
FIRST NAME VC TRANSITION
u994017.vox
All
Rec_server down
Passive
NB
(Optional but recommended.)
Deleted: All
I’m very sorry, but I’m having trouble getting your name.
Deleted: CAPTURE NACSZ
ExpressID Plus Done; return
If requesting coupon, go to Eligibility Lookup Module
If checking status, go to Status Lookup Module
Go to
Deleted: Rec_server down
... [1]
... [2]
Deleted: (Use this module and
include this slot only if you want the
name and address recorded together)¶
After the tone, please tell me your
name, address, city, state, and zip
code, spelling any difficult words.
Deleted: u994500.vox
... [3]
Deleted: After the tone, please tell
me your name, address, city, state,
and zip code, spelling any difficult
words.
Deleted: c994500
... [4]
Deleted: All
... [5]
Deleted: FULL NACSZ VOICE
CAPTURE MODULE (TWO SLOTS)
Deleted: Rec_server down
... [6]
Deleted: CAPTURE FIRST & LAST
NAME
Deleted: (Use this module and
include these slots only if you want
the name and address recorded ... [7]
Deleted: u994501.vox
... [8]
Deleted: After the tone, please tell
... [9]
Deleted: c994501
... [10]
Deleted: All
... [11]
Deleted: CAPTURE ACSZ
Deleted: Rec_server down
... [12]
Deleted: Now please tell me your
... [13]
Deleted: u994502.vox
... [14]
Deleted: Now please tell me your
... [15]
Deleted: c994502
... [16]
Deleted: All
... [17]
Deleted: NAME ONLY VOICE... [18]
Deleted: Rec_server down
... [19]
Deleted: PRE-MODULE
... [20]
Deleted: All
... [21]
Deleted: Rec_server down
... [22]
Deleted: CAPTURE NAME ONLY
Deleted: After the tone, please tell
me your first and last name, spelling
any difficult names.
Deleted: u994600.vox
Deleted: VCAP
DEFAULT INVALID MODULE
Deleted: NB
Deleted: After the tone, please tell
me your first and last name, spelling
any difficult names.
PRE-MODULE PROCESSING
Randomly pick a number 0, 1, or 2
If 0, go to Default Invalid Message u999000
If 1, does file u999001 exist?
If yes, go to Default Invalid Message u999001
If no, go to Default Invalid Message u999000
If 2, does file u999002 exist?
If yes, go to Default Invalid Message u999002
If no, go to Default Invalid Message u999000
Go to
All
Rec_server down
DEFAULT INVALID MESSAGE
u999000.vox
Passive
NB
u999001.vox
Passive
NB
u999002.vox
All
Rec_server down
Passive
NB
I’m sorry, I didn’t catch that.
Sorry, I missed that.
I’m sorry, I didn’t quite get that.
CONCATENATION ELEMENTS
ALPHABET CONCATENATION USED WHEN TTS IS UNAVAILABLE & SPELL NAME
Passive
NB
B.vox
Passive
NB
C.vox
Passive
NB
D.vox
Passive
NB
E.vox
Passive
NB
F.vox
Passive
NB
G.vox
Passive
NB
H.vox
Passive
NB
I.vox
Passive
NB
J.vox
Passive
NB
K.vox
Passive
NB
L.vox
Passive
NB
M.vox
Passive
NB
N.vox
Passive
NB
O.vox
Passive
NB
P.vox
Passive
NB
Q.vox
Passive
NB
R.vox
Passive
NB
S.vox
Passive
NB
T.vox
Passive
NB
U.vox
Passive
NB
Deleted: VCAP
Deleted: NB
Deleted: All
Deleted: Record name (20 seconds)¶
(gosub SPcapture_VC_name)¶
ExpressID Plus Done; return
Deleted: Rec_server down
Go to next prompt
Go to
A.vox
Deleted: c994600
A
B
C
D
E
F
G
H
I
J
K
L
M
N
O
P
Q
R
S
T
U
Deleted: Go to
V.vox
Passive
NB
W.vox
Passive
NB
X.vox
Passive
NB
Y.vox
Passive
NB
Z.vox
Passive
NB
V
W
X
Y
Z
SINGLE DIGIT CONCATENATION USED WHEN TTS IS UNAVAILABLE
0.vox
Passive
NB
1.vox
Passive
NB
2.vox
Passive
NB
3.vox
Passive
NB
4.vox
Passive
NB
5.vox
Passive
NB
6.vox
Passive
NB
7.vox
Passive
NB
8.vox
Passive
NB
9.vox
Passive
NB
0
1
2
3
4
5
6
7
8
9
ADDRESS INDICATOR CONCATENATION USED WHEN TTS IS UNAVAILABLE
APT.vox
Passive
NB
BLDG.vox
Passive
NB
BOX.vox
Passive
NB
BSMT.vox
Passive
NB
DEPT.vox
Passive
NB
FL.vox
Passive
NB
FRNT.vox
Passive
NB
HNGR.vox
Passive
NB
LBBY.vox
Passive
NB
LOT.vox
Passive
NB
LOWR.vox
Passive
NB
OFC.vox
Passive
NB
PH.vox
Passive
NB
PIER.vox
Passive
NB
POBOX.vox
Passive
NB
REAR.vox
Passive
NB
RM.vox
Passive
NB
NB
RR.vox
Passive
SIDE.vox
Passive
NB
SLIP.vox
Passive
NB
SPC.vox
Passive
NB
STE.vox
Passive
NB
STOP.vox
Passive
NB
TRLR.vox
Passive
NB
UNIT.vox
Passive
NB
UPPR.vox
Passive
NB
Apartment
Building
Box
Basement
Department
Floor
Front
Hangar
Lobby
Lot
Lower
Office
Penthouse
Pier
PO Box
Rear
Room
Rural route
Side
Slip
Space
Suite
Stop
Trailer
Unit
Upper
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Is variable ?142 = “SKIP”?
If yes, ExpressIDPlus Done; return
If no, 21¢ call?
If yes, ExpressIDPlus Done; return
If no, does variable ?142 contain a 4-digit number?
If yes…
Obtain Voice Capture filename using the VC number found in
?133
Does file u994501 or c994502 exist?
If yes, go to Capture First & Last Name u994501 or c994501
If no, go to Capture NACSZ u994500 or c994500
If no, log an Error which will raise an alarm to fix application
Obtain Voice Capture filename using VC number 0000
Does file u994501 or c994502 exist?
If yes, go to Capture First & Last Name u994501 or c994501
If no, go to Capture NACSZ u994500 or c994500
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Go to
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u994500.vox
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VCAP
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NB
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c994500
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VCAP
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NB
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Record name & address (30 seconds)
(gosub SPcapture_VC_address)
ExpressID Plus Done; return
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Go to
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(Use this module and include these slots only if you want the name and address recorded separately. If this slot exists in
your voice directory, this module will be used instead of the “One Slot” module above.)
After the tone, please tell me your first and last name spelling any difficult words.
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u994501.vox
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VCAP
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NB
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After the tone, please tell me your first and last name spelling any difficult words.
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c994501
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VCAP
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NB
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Record VC #1 (20 seconds)
(gosub SPcapture_VC_name)
Go to Capture ACSZ u994502 or c994502
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Go to
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Now please tell me your address, city, state, and zip code, spelling any difficult words.
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u994502.vox
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VCAP
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NB
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Now please tell me your address, city, state, and zip code, spelling any difficult words.
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c994502
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VCAP
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NB
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Record VC #2 (20 seconds)
(gosub SPcapture_VC_address)
ExpressID Plus Done; return
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NAME ONLY VOICE CAPTURE MODULE
PRE-MODULE PROCESSING
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Is variable ?143 = “SKIP”? or Is variable ?143 = “NONAME”?
If yes, ExressIDPlus Done; return
If no, 21¢ call?
If yes, ExressIDPlus Done; return
If no, does variable ?143 contain a 4-digit number?
If yes…
Obtain Voice Capture filename using the VC number found in
?134
Go to Capture Name Only u994600 or c994600
If no, log an Error which will raise an alarm to fix application
Obtain Voice Capture filename using VC number 0000
Go to Capture Name Only u994600 or c994600
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| File Type | application/pdf |
| File Title | Microsoft Word - IVR Script_v1 01.doc |
| Author | cbla |
| File Modified | 2007-10-30 |
| File Created | 2007-10-30 |