Request for Internet Services-Authentication; Automated Telephone Speech Technology-Authentication (Telephone)

Request for Internet Services-Authentication; Automated Telephone Speech Technology-Authentication

SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31

Request for Internet Services-Authentication; Automated Telephone Speech Technology-Authentication (Telephone)

OMB: 0960-0596

⚠️ Notice: This form may be outdated. More recent filings and information on OMB 0960-0596 can be found here:

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Social Security Administration
Change of Address / Direct Deposit
User Interface Specification
Last Saved: 23 Feb 2009

Global
BBN Findings Effort
Transfer of Voice Data Collection

Verizon Business Confidential & Proprietary.
This documentation is extremely sensitive; please limit distribution. No part of this document may be
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2.31

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Document History
Date

Spec

App

Summary of Changes

Revised by

12/06/04

1.0

Initial version for review of sample calls and basic global specifications.
The top-level routing application is not here yet.

Paul Sawyer

12/10/04

1.1

1.0

Added top-level application tables. The tables are complete, but there is
not yet text for retry, timeout, and help prompts.

Paul Sawyer

12/15/04

1.2

1.0

After first review.
System timeout changed to 15 minutes.
Prompt wording:
1040-Initial: retirement, survivor, disability.
1100-Help1: add that routing number is usually on left.
1200-Initial: “say xxx or press nnn”
1310-Initial and 1410-Initial: change “issued” to “set up”
Other changes:
1370 COAdone renamed to just “done”
1450: several fixes relating to changing it to DD rather COA
1460 renamed to DDcheckstatus
1310 changes to Voice Menu rather than Yes/No to allow other
responses.

Paul Sawyer

12/17/04

1.3

1.0

12/21/04

1.4

1.0

Several DMs added to check and handle system and operator
availability, and details of max retries and timeouts, and global
commands: 0010, 0020, 2010, 2100, 2110, 2211, 2212, 2213.
1200 goes away, replaced in function by 2010.
Add prompt text for retry, timeout, and help prompts. These prompts are
NOT flagged with Word revision marking. A few other minor corrections
ARE flagged.
Minor changes based on review:
* Change “insurance” to “income” in 1050.
* Clarify that saying Question repeatedly gets the same Help text each
time (intro to section 5.2).
* Fill in the list of U.S. territories in 1060.
* Fill in password process in new 1032.

Paul Sawyer

One major change: Move the question about password to the beginning
of the interaction, so that the correct service can be pinged as early as
possible. Remove 1310, 1410. Replace them with internal branch tests.
Add new 1032 to ask the password question, and 1038 to introduce the
remaining questions. The ping and check now happens in 1034, 1035,
and 1036.

This document is a User-Interface specification
The purpose of this document is to lay out the user-interface in all its detail. Readers of this document are assumed to also have read the
requirements specification and to have an understanding of the purpose of the application.
Copyright © 2009 Nuance Communications, Inc., DialogModules™ is a trademark of Nuance Communications, Inc.
Nuance Communications, Inc. / 1 Wayside Road / Burlington MA 01803 / U.S.A.

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01/06/05

1.5

1.0

Correct the flow out of 1030 – don’t ask if caller has password if we
already know they do.
Minor fixes to prompt styles and text.
Filled in list of current and former U.S. territories.
Eliminate redundant DMs: 1400, 1410, 1420, 1430, 1440, 1460.
Added Requirement IDs to all conditionals and to conditions within
PlayPrompts and DB accesses.

Paul Sawyer

01/28/05

1.6

1.0

Minor tweaks
Correct the table and text in section 4.1 regarding timeouts and retries.

Paul Sawyer

03/01/05

1.7

1.0

Fix prompt text changed during recording.

Paul Sawyer

03/04/05

1.8

1.0

Revised Requirement IDs in 1010, 1020, 1030, 1038, 1300, 1310, 1340,
1360, 1500, 2010, 2100, 2110

Steven Ligi

03/09/05

2.0

1.0

1. Remove references to audio icons. They will not be used.

Paul Sawyer

2. Add spacer silence prompts wherever multiple prompts are to be
played. (1030, 1100, 1090, 1110)
3. Add success prompts to 1032.
4. Remove “yes or no” from 1050 Initial.
5. Add success prompt for “yes” in 1060.
04/12/05

2.1

1.0

Changes following user testing.

Paul Sawyer

1. Change 1120 to a play prompt that always transfers to 2100 for an
agent if one is available.
2. Improve prompt wording in 2110, 2211.
3. Remove “Goodbye” as a global command. Recognize it only in ????
4. Refer to “agent” everywhere instead of “representative”.
5. Add ‘retirement’ etc. to grammar for 1040 in case a caller says one of
those instead of simply ‘yes’.
04/21/05

2.2

1.0

Change following review of previous version.

Paul Sawyer

1. Add a “wait a minute” feature for bank account info, as had been in the
DD module. Changes to 1100, and new DM 1105.
05/02/05

2.3

1.0

“Administrative” fixes for bugs found by Q/A and others.

Paul Sawyer

1. Fix prompt text to match what was recorded in the studio.
2. Change file names of “I think you said” and “Is that correct?” to match
current OSDM specifications.
3. Fix Requirement IDs for confirmation options in 2211.
4. Add list of common synonyms for “yes” and “no” grammars
05/06/05

2.4

1.0

1. Fix prompt text changed during recording.

Paul Sawyer

2. Fix DTMF assignments in 2211: Main menu is 9, no DTMF equivalent
for goodbye (just hand up).
06/03/05

2.5

1.0

1. Clarify reuse of prompts (“same as ...”) in 1110, 1370, 1510. Some
timeout 2 prompts lack the word “still”, but it will have no effect on
usability. Spec changes only – no code changes required.

Paul Sawyer

6/30/05

2.6

1.0

1. Make the conditions in 1000 more generic, since menu item numbers
change for various reasons unrelated to COA-DD. Requirement IDs were
NOT changed, so we don’t mess up existing test cases.

Paul Sawyer

2. Clarify cases where there are multiple prompt files associated with a
single condition. Affects 1040, 1050, 1060, 1070, 1090, 1100, 1110. May
require code change if the misunderstanding caused the code to be
written differently.

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8/10/05

2.7

1.0

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Changes (Paul Sawyer):
1.

Correct spelling in 1370-GLB-done-Prompt-Timeout1 and
1370-GLB-done-Prompt-Timeout2.

Update ScanSoft address in Properties.

Add alternate entry phrases for the case of getting here from
the new SpeakFreely Main Menu (added 1012, 1022).

Added DMs to describe handling of Voice Genie errors. New
DMs are 2101, 2111, 2112.

Paul Sawyer &
Nadine Ozkan

Changes following the tuning report recommendations (Nadine Ozkan)

10/21/05

2.8

1.0

All prompt changes are in red (style : Table:
RevisedRecordings)

Other changes, like grammars, parameters & settings are
highlighted in yellow.

Changes following tuning 2

Paul Sawyer

1. Added ‘agent’ and synonyms to the confirmation (yes/no) grammar.
2. Open issues section added.
3. Improved Initial prompt for 1032 to clarify what we mean by password.
4. Added new DM 1130 for case where caller is not qualified to perform
the function, offering Main Menu or hang up. This applies if caller says
“no” in 1040, 1060, or 1070.
5. Improve synonyms in ‘yes’ grammar for 1050.
6. Change 1100 grammar from “I have the numbers” to “I’m ready” to
avoid recognition confusion with “I don’t have them”.
7. In 1105, add synonyms for I’m Ready, and add a new option Repeat
to allow callers to hear the question again.
8. In 1110, add some synonyms for several global commands.
10/25/05

2.9

1.0

1. Change in policy from SSA: Of the four qualifying questions, only “not
receiving benefits” should result in the message that the caller cannot do
the function even with an agent. Failure in any of the other three
qualifying questions should make the Agent option available, as had
been done prior to versions 2.8. Affects 1060 and 1070, which have
been reverted to their previous behavior, and prompt 1130-GLBCantDoThat-Prompt-Initial1 which is now specific to not receiving
benefits.

Paul Sawyer

2. Add retry and timeout prompts to 1130 that had been inadvertently
omitted.
10/27/05

2.10

1.0

1. Correct prompt text for 1130-GLB-CantDoThat-Prompt-Help1.

Paul Sawyer

12 Dec 05

2.11

1.0

Edited prompt 1100-GLB-KnowBank-Prompt-Help3 to mention Don’t
Have Them and Wait A Minute.

Paul Sawyer

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2.12

1.0

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Changes for Tuning 3:

Paul Sawyer

1. Move Open Issues about one-step correction and grammar
duplications into specific modules. Remove issue about touch tone
sounds coming through to recognizer – seems to be fixed now.
2. Clarify that “help” in not in any grammar.
3. Improve the flexibility of the “agent” synonyms grammar.
4. Change the requirement regarding agent synonyms in confirmation
(yes/no) grammars.
5. Downweight “I don’t know it” in the Help grammar.
6. Clarify Help option grammar in 1032.
7. In 1050, tweak grammar and set to Never confirm.
8. In 1100, change grammar for “I’m ready” to make “I’m” optional. Set
DontHave option to Always Confirm. Improve the DontHave confirmation
prompt so that it’s clear what a “no” response means. Specify one-step
correction for “no, I have them”.
9. Highlight sensitivity setting in 1105, which was specified at the
previous tuning but may not have been implemented.
10. Add Goodbye option in 1370.
11. Add synonyms for goodbye in 1510 to catch some OOVs.
5 Feb 06

2.13

1.0

Changes after review and discussion:

Paul Sawyer

1. Add support for blocked accounts. Affects 1340.
2. Fixed wording in 1130 to explain other options when caller is
disqualified.
3 March 06

2.14

1.0

1. Remove conflicting specifications for the grammar for “agent”
synonyms, and refer instead to the agent grammar in the N8NN UI spec.

Paul Sawyer

2. Change handling of max retry and max timeout in 1510, so that it
hangs up instead of the default behavior to go to 2010. Field experience
showed a significant number of cases where infinite looping occurred
when the caller said nothing. These may be undetected hang-ups, but
even if a caller is still there, they’ve had every explicit opportunity to
reach an agent or the main menu, so hanging up is a reasonable action.
21 Aug 06

2.15

1.0

Changes based on Tuning 4.

Paul Sawyer

1. Note that "agent" grammar needs tightening.
2. 1032: Add "I don't know" to "maybe" grammar so that it's caught as
"maybe" rather than as "no". Remove "agent" global grammar for this
DM.
3. 1130 remove Agent global grammar but keep other globals. Add
"menu" as synonym for "main menu". Tweak initial prompt to suggest
they can try again.
4. 1050: Add "SSI" as another synonym for "yes". Tweak low-confidence
threshold.
5. 1040: Improve prompts to be clear that SSI benefits don't count, and
catch "SSI" as a synonym for "no".
6. 1090: Remove agent synonyms for this DM.
7. 1100: Add "yes" and "I have it" as synonyms for "I'm ready". Set
barge-in sensitivity to less sensitive.
8. 1110: Add note about missing grammars for "main menu" and
"question".
9. 1510: Add "agent agent" as synonym for "agent" in this DM.

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2.16

1.0

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Change following review of tuning changes.

Paul Sawyer

1. Re-order the qualification questions about getting benefits (1040) and
getting SSI (1050). If we ask the SSI question first, the benefits question
can be simpler.
2. Rework 1500 and 1510 to help reduce agent requests: Add silence
after 1500. Flush speech input before entering 1510. Re-order the
prompt options in 1510 to put Agent last.
3. Minor change to 1050-GLB-GetSSI-Prompt-Initial (removal of “First”),
to improve flow from 1038.
5 Sept 06

2.17

1.0

1. Rework handling of "more information" for 1130 so that the Agent
synonyms are recognized only if the caller asks for and hears the "more
information" message.

Paul Sawyer/Phil
Profili

2. Edit prompts for 1090 to omit mention of Agent synonyms, which are
no longer available in this DM.
3. Fixed 1050-GetSSI-YN which should send the caller to 1130 – not
11210 – if they are receiving SSI.
8 Sept 06

2.18

1.0

Removing the confusion over handling of SSI recipients:
1.

In 1040, if a caller says “no” then 1130 is the correct
destination, but if they say “SSI” then they should go to 1120

In 1050, callers who respond in the affirmative should go to
1120.

Phil Profili

Clarified confirmation prompting in 1130_CantDoThat_DM.
23 Apr 07

22 May 07

2.18

1.0

2.19

1.0

Added DB 1065

Sean Stallings

Added DB 1365

VZB

Changed message number for silences from 02000/03000 to
20000/30000

Sean Stallings

VZB

25 May 07

2.20

1.0

Updated 1060

25 May 07

2.21

1.0

Updated 1060

09 August
07

2.22

1.0

Corrected DB 1065

22 August
07

2.23

1.0

Corrected dates

Sean Stallings

06 Sep 07

2.24

1.0

Removed default global from retry 1 and retry 2 messages

Sean Stallings

Added appropriate prompting for 1110-GLB-CantProceed-Prompt-Help1
and Help2

VZB

VZB
Sean Stallings
VZB
Sean Stallings
VZB

VZB

Added “that” to text of Message Number 10407
29 Feb 08

2.25

1.0

Added more detailed privacy statement to 1.1.5 Business rules

Sean Stallings

15 April 08

2.26

1.0

Updated Module 1030, message 10303, reduced pause to 1 second.

Sean Stallings

Updated Module 1500, reduced 3 second silence to 1 second.

VZB

Updated footer to the correct UI version 2.26

Becky Stallings,
VzB

VZB

21 April 08

2.26

1.0

Updated [silence] message numbers to reflect correct numbering system
05 May 08

2.27

1.0

Updated Section 1.1.5 Business Rules, removed wording regarding
privacy statements in other applications.
Added Privacy statement to Global Behavior chapter.

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26 August
08

2.28

1.0

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Sean Stallings

Highlighted Barge-in changes in pink

VZB

For BBN Findings Effort:
1.
2.
3.
4.
5.
6.
05
September
08

2.29

2.30

1.0

September
08
16

2.31

1.0

September
08

User Interface Specification

Updated module 1032, simplified wording for message 10323
Updated module 1040, simplified wording for message 10403
Updated Module 1050, simplified wording for message 10503
Updated module 1060, simplified wording for message 10603
Updated module 1070, simplified wording for message 10703
Updated module 1090, simplified wording for message 10903

Updated Module 1032, corrected wording for Retry 2, incorrect prompt
had been changed for BBN Findings Effort.

Sean Stallings

Updated modules 1032, 1040, 1050, 1060, 1070, 1090, 1100, 1105,
1110, 1130, 1140, 1370, 1510, 2211. Updated all retry 1 and retry
prompts, [Global Default] tag now shows before the wording for each
prompt – this resolves ticket 22304.

Sean Stallings

Highlighted BBN Findings changes in Green.

Sean Stallings

Added Verizon proprietary statement to title page and page headers.

VZB

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Table of Contents
Chapter 1:

Background and Motivation .............................................................................10
1.1 Executive Summary ................................................................................................................10
1.1.1 What the application does .................................................................................................10
1.1.2 Social Security Administration‘s goals ...............................................................................10
1.1.3 Callers’ goals ....................................................................................................................10
1.1.4 Caller profiles ...................................................................................................................10
1.1.5 Business rules ...................................................................................................................10
1.2 Aesthetics .................................................................................................................................11

Chapter 2:

About the Callers...............................................................................................12

Chapter 3:

Call Examples ....................................................................................................13
3.1 Sample Call Design Considerations ......................................................................................13
3.1.1 Verboseness......................................................................................................................13
3.1.2 Confirmation Strategy .......................................................................................................13
3.1.3 Longevity..........................................................................................................................13
3.2 Call #1: Abbreviated knowledge base auth plus change of address, no problems .........14
3.3 Call #2: Full knowledge base auth plus change of address, lots of confirmations .........16
3.4 Call #3: Password plus direct deposit, no problems ..........................................................20

Chapter 4:

Global Behavior .................................................................................................23
4.1 Time-outs and Retries ............................................................................................................23
4.2 Privacy ......................................................................................................................................24
4.3 System Timeout.......................................................................................................................24
4.4 Help prompts ..........................................................................................................................24
4.5 Global Commands and Global Prompts .............................................................................26
Global Commands Vocabulary .............................................................................................26
Table: Auxiliary Global Prompts ..........................................................................................26
Table: Grammar Synonyms ...................................................................................................26
Note on Confirmation Grammars........................................................................................27
4.6 DTMF Collection ...................................................................................................................27
4.6.1 Termination of digit strings using the pound sign.................................................................27
4.6.2 Invalid DTMF input should be rejected ...............................................................................27
4.6.3 End-of-DTMF timeout ......................................................................................................27
4.6.4 Key-ahead.........................................................................................................................28
4.7 Digit-String Playback ..............................................................................................................29
4.8 Event Logging .........................................................................................................................29
4.9 Internal DialogModule Functionality ...................................................................................30

Chapter 5:

Detailed Dialog Specification ...........................................................................31
5.1 How to Read the Call-Flow Tables.......................................................................................31
5.2 Call-Flow Tables .....................................................................................................................32

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1000-BeginApplication-Check...............................................................................................32
1010-WelcomeDD-Msg .........................................................................................................32
1012-SFWelcomeDD-Msg ....................................................................................................33
1020-WelcomeCOA-Msg.......................................................................................................33
1022-SFWelcomeCOA-Msg ..................................................................................................33
1030-DoUqualify-Msg............................................................................................................34
1032-HavePwd-VM ................................................................................................................34
1034-PingKBA-DB.................................................................................................................36
1035-PingPwd-DB..................................................................................................................36
1036-SystemAvailability-Check .............................................................................................37
1038-IntroQual-Msg...............................................................................................................37
1040-GetBeneNow-YN .........................................................................................................37
1050-GetSSI-YN.....................................................................................................................39
1060-LiveInUS-YN.................................................................................................................40
1065_MI 53 Host Transaction ..............................................................................................42
1070-OwnBene-VM ...............................................................................................................42
1080-COAorDD-Check.........................................................................................................43
1090-KnowZip-VM................................................................................................................44
1100-KnowBank-VM .............................................................................................................45
1105-SayReady-VM ................................................................................................................47
1110-CantProceed-VM...........................................................................................................48
1120-CantUse-Msg .................................................................................................................49
1130_CantDoThat_DM.........................................................................................................50
1140_HelpForCantDoThat_DM..........................................................................................51
1300-PWDorKB-Check .........................................................................................................52
1310-UsingPwd-Check...........................................................................................................52
1320-CallPwdAuth-Code .......................................................................................................53
1330-CallKBAuth-Code.........................................................................................................53
1340-authstatus-Check ...........................................................................................................53
1350-CallCOA-Code ..............................................................................................................53
1360-checkstatus-Check.........................................................................................................54
1365 MI 54 Host Transaction ...............................................................................................54
1370-done-VM ........................................................................................................................54
1450-CallDD-Code.................................................................................................................55
1500-CantAuth-Msg ...............................................................................................................55
1510-NowWhat-VM...............................................................................................................56
2010-DMfailure-Msg ..............................................................................................................57
2100-AfterHours-Check.........................................................................................................57
2101-ErrorAfterHours-Check...............................................................................................57
2110-GettingHelpOperator-Msg ..........................................................................................58
2111-ErrorGettingHelpOperator-Msg.................................................................................58
2112-ErrorAfterHours-Msg ..................................................................................................59
2211-ReturnToMain_or_HangUP-VM................................................................................59
2212-ThanksBeforeReturn-Msg............................................................................................61

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Chapter 1: Background and Motivation
The Social Security Administration serves callers currently receiving benefits as well as the
general population with self-service and informational assistance. SSA is looking for ways to
improve self-service options for both calling populations. Existing self-service options are
currently available from the SSA web site or via the SSA N8NN telephone interface. SSA
would like to enhance the telephone based self-service options to include advanced speech
with a real-time request processing. The self-service functions contained within the scope of
this project are 1) Change of Address, and 2) Set-up or change of Direct Deposit.

1.1
1.1.1

Executive Summary
What the application does
The Change of Address / Direct Deposit application enables callers who are receiving Social
Security benefits to change their mailing address and set up or change direct deposit of
benefits to a bank account.

1.1.2

Social Security Administration‘s goals
Primary goals of the speech application are to:


Provide universal access to the SSA’s automated services by providing an access channel for
callers including the visually impaired.

Offer real-time handling of change-of-address and direct-deposit requests without needing to
transcribe information collected by the existing automated Touch Tone system. Doing so
will eliminate transcription time and transcription errors, as well as minimize the time lag
between callers making the request and transcription of the request.
One business objective for the speech application is cost reduction. Automating calls and
minimizing the number of calls to SSA agents is the primary mechanism towards this goal. As
such, the application will be implemented in a way to streamline and automate requests.

1.1.3

Callers’ goals
Callers are seeking simple self service.

1.1.4

Caller profiles
Callers who receive benefits are either retired or disabled.

1.1.5

Business rules
The privacy of caller’s personal information must be protected. Caller identity must be
verified before allowing changes to information that determines where benefit checks are
sent.

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Aesthetics
Jill converses with caller in a clean yet informal, role-appropriate female voice. She is
friendly, competent and resourceful. Even when she’s unable to complete a caller’s request,
she usually provides helpful suggestions on how they can proceed.

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Chapter 2: About the Callers
Caller characteristics are believed to be mostly similar to those described in the UI
specification for the BEVE-MRC application that is Phase 1 of the call automation project.
Those characteristics are incorporated here by reference.
SSA anticipated that the number of repeat callers will be higher for the Change-of-Address
function due to callers who spend time in two or more locations each year, such as living in
Florida for the winter and a northern state for the summer. For this reason, this application
needs to encourage callers to set up and use a Personal Identification Number (PIN) so that
they can avoid the lengthy verification process on each call.

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Chapter 3: Call Examples
Callers arrive at this portion of the system by navigating through the N8NN main menu
system. This can take a minute or more of DTMF interactions. The design of the
interactions should accommodate this change in interaction style between the DTMF
portion of the larger system and the “conversational” nature of the Speech Application. This
may be accomplished through audio iconography, signposting and prompt text.
Callers have explicitly chosen the self service route, and are transferred to the speech system
AFTER choosing either the “change of address” or “direct deposit” path. The Speech
system will receive a flag signifying the task the caller is attempting to complete. For both
functions, caller identity must first be verified using either a social security number (SSN)
plus password, or SSN plus several items of personal information such as mother’s maiden
name.

The sample calls shown here are an early draft and do not necessarily reflect the
current call flow or wording. Sample calls will be updated at a later time.

3.1
3.1.1

Sample Call Design Considerations
Verboseness
Jill’s audio and prompts are designed to accommodate the vast majority of callers whose
VUI experience is either limited or perhaps nonexistent. The verbiage is designed to convey
a clear mental model of how Jill behaves and what her capabilities are. This subtly helps
callers remember to avoid chatty responses.

3.1.2

Confirmation Strategy
All of the actual data elements need to be confirmed at some point. Where possible
confirmations are grouped, as with full name and full address so that with high-confidence
recognitions, callers hear only one confirmation. Where confidence is lower, or where an
item isn’t part of a logical group, individual data items are confirmed.

3.1.3

Longevity
Since callers aren’t expected to use the system frequently (say twice a year at most), Jill is
slightly biased towards relatively severe hand-holding to minimize the number of callers who
opt for a live agent. Jill doesn’t advertising operator assistance, though she will eventually
recommend it as a path of last resort.

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Call #1: Abbreviated knowledge base auth plus change of address, no
problems
This example shows what the call flow could be if we’re allowed to ask fewer questions for
verification. The present client requirement is to ask all of the questions shown in Call 2, but
there’s a chance they’ll be able to relax that requirement to the subset shown here.
prompt ID

prompt text

CallOne0010

[Leisurely pace, not too fast.] Hello! You’ve reached the automated Change of Address
service. I’ll be asking you several questions, and you can SPEAK your answers. Just be sure
to speak clearly and loud enough for me to hear over the phone. Note that this call may be
monitored or recorded for quality assurance purposes.

CallOne0015

If you’ve gotten to the wrong place, or you change your mind about proceeding, you can
say * Main Menu * at any time. And if you have a question about anything I ask you, you
can say * Question * at any time. <2 sec pause> OK, let’s get started. First I have to ask a
few questions to see whether you can use this automated service.

CallOne0020

Are you currently receiving Social Security disability, retirement, or survivor benefits? Yes
or no.

CallOne0030

Yes.

CallOne0040

OK. And are you also receiving S S I or supplemental security insurance payments? Yes or
no.

CallOne0050

No.

CallOne0060

Alright. Are you currently residing in a state or territory of the United States?

CallOne0070

Yes.

CallOne0080

Good. Is the change you’re calling about for your OWN benefit or payment?

CallOne0090

Yes.

CallOne0100

Alright. Now, let’s see what we need to update. Please say Change My Address, Change My
Phone Number, or Change Both.

CallOne0110

Change address.

CallOne0120

OK, I can help you with that.

CallOne0130

Do you have a password that was issued to you by the Social Security Administration? Yes
or No. <4 sec pause> If you aren’t sure, just say NO and we’ll go on.

CallOne0140

No.

CallOne0150

That’s OK. Before I can make any changes, I’ll need to ask you some questions to verify
who you are. There are just four questions so it won’t take long. You’ll need to know your
social security number, and the zip code of your new address. Do you have both of those
numbers handy?

CallOne0160

Yes.

CallOne0170

Great. What’s your social security number?

CallOne0180

One two three, four five, four three two one.

CallOne0190

So that’s * one * two * three *** four * five *** four * three * two * one. Is that correct?

CallOne0200

Yes.

CallOne0210

Now I need your full name.

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CallOne0220

Let’s start with your last name. Please say and spell your last name. For example, if your
last name was Kusack, you’d say “Kusack spelled K U S A C K.”

CallOne0230

Jones spelled J O N E S.

CallOne0240

And now let me get your first name including spelling.

CallOne0250

Christine spelled C H R I S T I N E.

CallOne0260

Let me read that back. Last name * Jones * spelled * J O N E S. First name * Christine *
spelled * C H R I S T I N E. Did I get that right?

CallOne0270

Yes.

CallOne0280

Next I need to know your date of birth with month, day, and year, such as January fifth,
nineteen thirty five. What’s your date of birth?

CallOne0290

December twenty fifth nineteen thirty nine.

CallOne0300

That’s * December * twenty fifth * nineteen thirty nine. Is that correct?

CallOne0310

Yes.

CallOne0320

Got it. Hold on while I check our database. It may take a few seconds. <4 sec pause> OK,
everything checks out. Now let’s get on to your address change.

CallOne0330

I need to know the effective date for this change. You can say Immediately, or say a
specific date in the next three months.

CallOne0340

Immediately.

CallOne0350

Got it. Now for the new address, ...

CallOne0360

I need to get the zip code first so I can look up the city and state. Please say the five-digit
zip code now.

CallOne0370

Oh two one three eight.

CallOne0380

OK, I got the city and state information from your zip code. Now I need just your street
address, P. O. Box, or rural route number. For example, you could say 1 2 3 Main Street
West, or P. O. Box 1 2 3 4 5. Go ahead and say your address.

CallOne0390

Eleven Garden Street

CallOne0400

If there’s an apartment number, please say it now. Otherwise, just say No Apartment.

CallOne0410

No apartment.

CallOne0420

Let me make sure I’ve got it right. I have * Eleven * Garden Street * Cambridge *
Massachusetts * zero two one three eight. Is that correct?

CallOne0430

Yes.

CallOne0440

Hold on while I send your information. This may take a few seconds. <4 sec pause> OK,
the update was accepted. Your information change has been sent for processing which may
take up to three business days, and you won’t be able to make any other changes during
that time. As you requested, this change will be effective on * December * third * two
thousand four.

CallOne0450

If there’s anything else we can do for you, I can either put you back at the main menu, or
transfer you to an agent. If you’re finished, you can just hang up. So, Main Menu, Agent, or
Goodbye?

CallOne0460

Goodbye.

CallOne0470

Thank you. Goodbye.

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3.3

Nuance/Social Security Administration -- Confidential

Call #2: Full knowledge base auth plus change of address, lots of
confirmations
This example shows how lengthy a call could be with all the verification questions and
trouble understanding the caller.
prompt ID

prompt text

CallTwo0010

CallTwo0015

CallTwo0020

Are you currently receiving Social Security disability, retirement, or survivor benefits? Yes
or no.

CallTwo0030

(something mumbled)

CallTwo0040

Sorry, I didn’t hear you. I need to know whether you’re currently receiving Social Security
benefits in the form of a check or direct deposit. Please speak clearly and say Yes or No.

CallTwo0050

Yes.

CallTwo0080

OK. And are you also receiving S S I or supplemental security insurance payments? Yes or
no.

CallTwo0090

No.

CallTwo0100

Are you currently residing in a state or territory of the United States? Yes or no.

CallTwo0110

Yes.

CallTwo0120

Is the change you’re calling about for your OWN benefit or payment?

CallTwo0130

Yes.

CallTwo0140

Alright. Now, let’s see what we need to update. Please say Change My Address, Change My
Phone Number, or Change Both.

CallTwo0150

Well, I moved so I guess I need to change everything.

CallTwo0160

I’m sorry, I didn’t understand you. I only understand certain words, so let’s try again. You
can say Change My Address. Or you can say Change My Phone Number. Or, Change
Both.

CallTwo0170

Change both.

CallTwo0180

OK, I can help you with that.

CallTwo0190

Do you have a seven-digit password that was issued to you by the Social Security
Administration? Yes or No. <4 sec pause> If you aren’t sure, just say NO and we’ll go on.

CallTwo0200

What?

CallTwo0210

I’m sorry, I didn’t understand you. If you have a seven-digit password that was mailed to
you by the Social Security Administration, say YES. If you don’t have a password, or you
aren’t sure, just say NO and we’ll go on. <4 sec pause> Yes or No.

CallTwo0220

No.

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CallTwo0230

Nuance/Social Security Administration -- Confidential

That’s OK. Before I can make any changes, I’ll need to ask you some questions to verify
who you are. There are eight questions and it’ll take a couple of minutes to go through
them. In addition to questions about your name and date and place of birth, you’ll need to
know your social security number, the dollar amount of your last benefit payment, and the
zip code of your new address. Do you have all of those numbers handy?

CallTwo0240

I think so.

CallTwo0250

I’m sorry, I didn’t understand you. If you have your social security number, the amount of
your last benefit payment, AND your new zip code with you right now, please say YES.
Otherwise, say NO.

CallTwo0260

Yes.

CallTwo0270

Great. What’s your social security number?

CallTwo0280

One two three, four five, four three two one.

CallTwo0290

So that’s * one * two * three *** four * five *** five * three * two * one. Is that correct?

CallTwo0300

No.

CallTwo0310

Sorry, my mistake. Let’s try again. Please say your social security number, or enter it on
your telephone keypad.

CallTwo0320

One two three, four five, four three two one.

CallTwo0330

So that’s * one * two * three *** four * five *** four * three * two * one. Is that correct?

CallTwo0340

Yeah.

CallTwo0350

Sorry. Did I get the number correct? Yes or No.

CallTwo0360

YES!

CallTwo0370

Thank you. Now I need your full name.

CallTwo0380

Let’s start with your last name. Please say and spell your last name. For example, if your
last name was Kusack, you’d say “Kusack spelled K U S A C K.

CallTwo0390

Smyth spelled S M Y T H.

CallTwo0400

I think you said * Smith * spelled * S M I T H. Is that correct?

CallTwo0410

No.

CallTwo0420

Sorry, just spell your last name for me.

CallTwo0430

S M Y T H.

CallTwo0440

I think you said * Smyth * spelled * S M Y T H. Is that correct.

CallTwo0450

Yes.

CallTwo0460

And now let me get your first name including spelling.

CallTwo0470

Davida spelled D A V I D A.

CallTwo0480

I think you said Davida spelled D A V I D A. Is that correct?

CallTwo0490

Yes.

CallTwo0500

Let me read that back. Last name * Smyth * spelled * S M Y T H. First name * Davida *
spelled * D A V I D A. Did I get that right?

CallTwo0510

Yes.

CallTwo0520

Good. Some people have another last name that is associated with their social security
account, such as a maiden name or a professional name. Do you have an ALTERNATE
last name? Yes or no?

CallTwo0530

Yes, Jones.

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CallTwo0540

Please say and spell your other last name.

CallTwo0550

Jones spelled J O N E S.

CallTwo0560

Let me read that back. That’s * Jones * spelled * J O N E S. Did I get that right?

CallTwo0570

Yes.

CallTwo0580

Next I need to know your date of birth with month, day, and year, such as January fifth,
nineteen thirty five. What’s your date of birth?

CallTwo0590

December twenty fifth, nineteen oh nine.

CallTwo0600

That’s * December * twenty fifth * nineteen oh five. Is that correct?

CallTwo0610

No, it’s nineteen oh NINE.

CallTwo0620

Sorry, my mistake. Please say your full date of birth one more time.

CallTwo0630

December twenty fifth nineteen oh nine.

CallTwo0640

That’s * December * twenty fifth * nineteen oh nine. Is that correct?

CallTwo0650

Yes.

CallTwo0660

I also have to ask your mother’s maiden name.

CallTwo0670

Please say and spell your mother’s maiden last name.

CallTwo0680

Schwartz spelled S C H W A R T Z.

CallTwo0690

Let me read that back. That’s * Schwartz * spelled S C H W A R T Z. Did I get that right?

CallTwo0700

Yes.

CallTwo0710

Got it. Only two more questions and you’ll be verified.

CallTwo0720

I need to know where you were born. Please say the name of the STATE or territory
where you were born, or say OTHER if it wasn’t a state or territory.

CallTwo0730

North Dakota.

CallTwo0740

I think you said * South Dakota. Is that correct?

CallTwo0750

No, north.

CallTwo0760

Sorry, my mistake. Please tell me the state or territory again.

CallTwo0770

NORTH Dakota.

CallTwo0780

I think you said * North Dakota. Is that correct?

CallTwo0790

Yes.

CallTwo0800

One last question. What was the amount of the last benefit payment you received in dollars
and cents?

CallTwo0810

One forty seven fifty three.

CallTwo0820

I’m sorry, I didn’t understand that. Please say the amount as dollars and cents, such as one
hundred twenty nine DOLLARS and thirty seven CENTS.

CallTwo0830

One hundred forty seven dollars and fifty three cents.

CallTwo0840

I think you said * one * hundred * forty seven * dollars and * fifty three * cents. Is that
correct?

CallTwo0850

Yes.

CallTwo0860

Got it. Hold on while I check our database. It may take a few seconds. <4 sec pause> OK,
everything checks out. Now let’s get on to your address change.

CallTwo0870

I need to know the effective date for this change. You can say Immediately, or say a
specific date in the next three months.

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CallTwo0880

Immediately.

CallTwo0890

Got it. Now for the new address, ...

CallTwo0900

I need to get the zip code first so I can look up the city and state. Please say the five-digit
zip code now.

CallTwo0910

Oh two one three eight.

CallTwo0920

Please say the five-digit zip code again, saying the digits one by one.

CallTwo0930

Oh. Two. One. Three. Eight.

CallTwo0940

CallTwo0950

Eleven Garden Street

CallTwo0960

Sorry, I didn’t understand that. I need your street address or P. O. box number. For
example, you can say one twenty-four Belvedere Street, or P. O. Box 1 2 3 4 5. I also
understand rural routes. Please say your address now.

CallTwo0970

Eleven. Garden. Street.

CallTwo0980

I think you said * eleven * Garden Street. Is that correct?

CallTwo0990

Yes.

CallTwo1000

If there’s an apartment number, please say it now. Otherwise, just say No Apartment.

CallTwo1010

No apartment.

CallTwo1020

Let me make sure I’ve got it right. I have * eleven * Garden Street * Cambridge *
Massachusetts * zero two one three eight. Is that correct?

CallTwo1030

Yes.

CallTwo1040

Great! Hold on while I send your information. This may take a few seconds. <4 sec
pause> OK, the update was accepted. Your information change has been sent for
processing which may take up to three business days, and you won’t be able to make any
other changes during that time. As you requested, this change will be effective on *
December * third * two thousand four.

CallTwo1050

If there’s anything else we can do for you, I can either put you back at the main menu, or
transfer you to an agent. If you’re finished, you can just hang up. So, Main Menu, Agent, or
Goodbye?

CallTwo1060

G’Bye.

CallTwo1070

I think you said Goodbye. Is that correct?

CallTwo1080

YES!

CallTwo1090

Thank you. Goodbye.

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3.4

Nuance/Social Security Administration -- Confidential

Call #3: Password plus direct deposit, no problems
This example shows how quick the flow could be if the caller has a password. It also shows
an example of help.
prompt ID

prompt text

CallThree0010

[Leisurely pace, not too fast.] Hello! You’ve reached the automated Direct Deposit service.
I’ll be asking you several questions, and you can SPEAK your answers. Just be sure to
speak clearly and loud enough for me to hear over the phone. Note that this call may be
monitored or recorded for quality assurance purposes.

CallThree0020

CallThree0030

Are you currently receiving Social Security disability, retirement, or survivor benefits? Yes
or no.

CallThree0040

Yes.

CallThree0050

OK. And are you ALSO receiving S S I or supplemental security insurance payments?

CallThree0060

No.

CallThree0070

Alright. Are you currently residing in a state or territory of the United States? Yes or no.

CallThree0080

Yes.

CallThree0090

OK. Is the change you’re calling about for your OWN benefit or payment?

CallThree0100

Yes.

CallThree0110

Good. Do you have a password that was issued to you by the Social Security
Administration? Yes or No.

CallThree0120

Yes.

CallThree0130

Great, that’ll make this much quicker.

CallThree0140

Before I can make any changes, I’ll need to ask you a couple of questions to verify who you
are. You’ll need to know your social security number * your password * your bank account
number * and the routing number for YOUR bank account, which you can get from one
of your checks, or from your financial institution. Do you have all of those numbers
handy?

CallThree0150

Yes.

CallThree0160

OK, here’s the first question.. What’s your social security number?

CallThree0170

One two three, four five, four three two one.

CallThree0180

So that’s * one * two * three *** four * five *** four * three * two * one. Is that correct?

CallThree0190

Yes.

CallThree0200

What’s your seven-digit password?

CallThree0210

Seven nine two oh oh six one.

CallThree0220

That’s * seven nine two * zero zero * six one. Did I get it right?

CallThree0230

Yes.

CallThree0240

Got it. Hold on while I check our database. It may take a few seconds. <4 sec pause> OK,
everything checks out.

CallThree0250

Now let’s move on to your direct deposit information.

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CallThree0260

For the account you want to use, are you the owner of the account?

CallThree0270

Yes.

CallThree0280

Good. Now tell me the type of account this is. Your choices are * Checking * Savings *
Investment * or * Other.

CallThree0290

Checking.

CallThree0300

OK. I need to know the effective month for this change. Because of the lead time in
processing checks, your choices are * January * February * or * March.

CallThree0310

February.

CallThree0320

Sure * February * is fine.

CallThree0330

Now, you’ll need to know two numbers that you can find on the bottom of a check, or you
can get them from your financial institution. The first is a nine-digit bank routing number.
<1 sec pause> The second is your personal account number. <1 sec pause> If you have
these numbers, say I Have The Numbers. Otherwise say More Information.

CallThree0340

More information.

CallThree0350

Sure, here’s a bit more information about those numbers. The bank routing number is
exactly nine digits and is printed on the bottom of each check in between two marks that
look like a vertical bar followed by a colon.

CallThree0360

Your account number is some number of digits ending with a symbol that looks like two
vertical bars followed by a square dot. Don’t confuse your ACCOUNT number with your
CHECK number that is both at the bottom and at the top right of your check.

CallThree0370

If you don’t have these numbers, you’ll need to get them from your financial institution
before we can set up or change direct deposit. If you DO have the numbers now, say I
Have The Numbers.

CallThree0380

If you need to speak with an agent, say Agent. If you’d like to do something else, say Main
Menu. If you want to call again later, say Goodbye or just hang up. To hear this
information again, say More Information.

CallThree0390

I have the numbers.

CallThree0400

Great. What’s the nine-digit bank routing number?

CallThree0410

One two four seven zero two six four four.

CallThree0420

That’s * one two four * seven zero * two six * four four. Is that correct?

CallThree0430

Yes.

CallThree0440

Got it. And what’s your account number?

CallThree0450

Seven six five four three two.

CallThree0460

That’s * seven * six * five *** four * three * two. Is that correct?

CallThree0470

Yes.

CallThree0480

Alright. Hold on while I send your information. This may take a few seconds. <4 sec
pause> OK, the update was accepted. Your information change has been sent for
processing which may take up to three business days, and you won’t be able to make any
other changes during that time. This change will be effective with your * February * benefit
payment.

CallThree0490

If there’s anything else we can do for you, I can either put you back at the main menu, or
transfer you to an agent. If you’re finished, you can just hang up. So, Main Menu, Agent, or
Goodbye?

CallThree0500

Goodbye.

CallThree0510

Thank you. Goodbye.

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Chapter 4: Global Behavior
4.1

Time-outs and Retries
While the retry prompts are specified in the DialogModule tables, they are to be preceded by
the appropriate apology prefix as outlined below:

Retry 1 & 2

IF retry 1

Message
Number
00110
Message
Number
00111

IF retry 2

Message
Number
00112
Message
Number
00113

upon
rejection
of speech

apology_re1

upon
rejection
of speech

I’m sorry, I didn’t understand you.

My mistake.

upon
confirmati
on

apology_re2

I’m sorry, I still didn’t understand you.

upon
rejection
of speech

apology_re2_

My mistake again.

upon
confirmati
on

[…]

Note that Timeout prefixes for the collection phase (rejection of speech) are included as part
of the Timeout prompts in each DM, whereas Timeout prefixes for the confirmation phase are
usually not specified in the DM tables.
Timeout 1

apology_to1

I’m sorry, I didn’t hear anything.

Timeout 2

apology_to2

I’m sorry, I still didn’t hear anything.

Max. timeout is globally set to 2 – exceptions will be indicated in the tables.
Max. retry is globally set to 2 – exceptions will be indicated in the tables.
When either max timeouts or max retries is reached, transfer to the DM indicated for this
purpose.

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Formatted: Bullets and Numbering

4.2

Privacy
Formatted: Normal

No information collected in this application is considered sensitive.
Formatted: Bullets and Numbering

4.3

System Timeout
In addition to the regular timeouts, there is also a global System Timeout, set to a specific
number of minutes. If the duration of one call exceeds this System Timeout, the call-flow
will be interrupted with the prompt below to inform the caller that the maximum amount of
time for the call duration has been exceeded. After the playout of this prompt, the call will
be terminated. (This also means that barge-in is OFF during the play-out of these prompts,
since there is no recognition state following.)

System
Timeout

Message Number

Time Limit

System Timeout message

00114

15 minutes

system_timeout_a

00115

I’m sorry to interrupt, but it looks like you’re having trouble
since we’ve been on this call for more than …

[CPR]

e.g. “…30…”

system_timeout_b

…minutes. I’ll need to hang up now. You might want to
call back and ask to speak with an agent. Good bye.

Formatted: Bullets and Numbering

4.4

Help prompts
Unless otherwise specified by the DialogModule table, the default behavior will always be to
‘re-enter’ the DialogModule directly after the Help prompt has played, so the application will
listen for the input again. It does this while resetting any timeout and retry counters, thus as
if it were the initial try, but without playing the initial prompt again. This is because the prompt
for the input will be contained in the Help prompt itself, perhaps with a slightly different
verbiage.
In summary:
1) Play Help prompt(s) specified in the UI table
2) Unless otherwise specified in the table, re-enter the same state to listen for caller input
3) Do not play the initial prompt of this state after the Help prompt
Important note: caller can barge-in on the Help prompt (unless otherwise specified by the
table) which will cause the Help prompt to immediately stop playing and the recognizer to
parse the caller’s input according to the vocabulary of the state following the Help prompt
(this state typically is the same state). While the caller can start speaking before the end of
the Help prompt, the beginning_of_speech timer will not start until the Help prompt has
finished playing (which is the same behavior as with any other prompt played that callers can
barge-in on).
Note well that Help is an historical term for assistance to callers. The word “help” is
specifically not included in the grammars because as a single-syllable global command it
causes too many recognition problems. Callers are advised that they can say “more
information” and there are other synonyms listed in the global table. There is also evidence

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from usability studies that callers are more likely to make use of a neutral term such as “more
information” that does not make them feel inadequate by asking for help.

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Formatted: Bullets and Numbering

4.5

Global Commands and Global Prompts

Global Commands Vocabulary
Speech Input
This table specifies the global commands that can be spoken from anywhere in the application. The application
behavior upon these commands is always the same, unless the DialogModule specifically overrides the global
behavior.

Commands

DTMF
*

Question
[I] don’t know [it] (but downweight this one in the grammar)
More information

Action (unless re-specified by
the module)

Confirm.

First play the Help prompt as specified
for the module, then wait for input
again. (New prompt for input will be
part of each Help message.)

Never

Go to: 2100-AfterHours-Check

Always

Go to: 2212-ThanksBeforeReturn-Msg

If necessary

NOTE: “Help” is NOT in this grammar, nor in any grammar for
this application unless specifically noted for a single DM table.
(Refer to the N8NN UI spec for the grammar for agent
synonyms.)
Tuning 4 recommends "tightening" the agent grammar so that
phrases without verbs are not included. A new Agent grammar
will be supplied for use in both N8NN and COA-DD.

Main menu [please]

Confirmation prompts
Option

Name

Wording

Operator

gl_conf_operator

[I think you said] you want to talk to an agent. [Is that correct?]

Main menu

gl_conf_mainmenu

[I think you said] you want to return to the Main Menu. [Is that correct?]

Developer Notes
NOTE ON GOODBYE: Recent wisdom among UI designers is that Goodbye is seldom used by callers and therefore only causes
recognition problems. We have traditionally included Goodbye because some callers like the closure it seems to provide. However,
the usability data we’ve accumulated suggests that it causes more problems than it solves. Therefore, we propose to remove
Goodbye from this application, and simply offer callers the option of hanging up.

Table: Auxiliary Global Prompts
These prompts are used in several locations throughout the application, and are listed here simply to ensure they show up in the
prompt recording lists.

Generic Prompts
Name

Wording

default_confirmation_initialprompt_part1

I think you said ...

default_confirmation_initialprompt_part2

Is that correct?

Table: Grammar Synonyms
In several places, synonyms are needed for common grammar items. This table lists the synonyms that should be defined.
Basic grammar

Synonyms

yes

yeah, sure, correct, that’s correct, yes ma’am, right, OK

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nope, no that’s not it, no that’s not right, no ma’am, wrong

Note on Confirmation Grammars
The preceding requirement has been rescinded — tuning studies have shown that including
“agent” synonyms in confirmation grammars catches too many utterances that are really
statements of Yes or No. Also, including agent synonyms interferes with one-step correction
where it is used. So agent synonyms should not be in confirmation grammars unless there is
an explicit note otherwise.
Formatted: Bullets and Numbering

4.6
4.6.1

DTMF Collection
Formatted: Bullets and Numbering

Termination of digit strings using the pound sign
Any state prompting for input of which the DTMF equivalent is a digit string, such as the
social security number, should accept the DTMF ‘pound’ sign as the immediate terminator of
such a string. Naturally, this ‘pound’ sign should not be taken as part of the actual input or
passed on as such to other parts of the application or any databases; it is merely an indicator
that the digits before it form the complete numeric input.
Single-digit DTMF equivalents—such as ‘1’, ‘2’, ‘3’, etc. for menu options—do not allow a
terminating character.

4.6.2

Formatted: Bullets and Numbering

Invalid DTMF input should be rejected
Any input that does not match to a menu option or other command, or does not match to
numeric input prompted for at that point, should be rejected by the application, and lead to
the application entering a retry. For example, when a state has only four menu options with
DTMF equivalents ‘1’ through ‘4’, we should enter a rejection if someone enters ‘5’ at that
point. Another example would be a state asking for a sequence of digits: if someone provides
DTMF input that contains an asterisk in the sequence, we should reject that input as well.
(An alternative would be to go to Help in that situation, since ‘*’ is the DTMF equivalent for
it, but it’s probably better to just reject digit-strings containing an ‘*’.) As outlined in the
paragraph 4.6.1 “Termination of digit strings using the pound sign“ above, the DTMF
‘pound’ sign should be accepted as a valid terminator of digit strings.
Please note that DTMF equivalents of global commands should always be accepted, even if
they are not explicitly offered by any of the prompts in a given state. Examples of these are
the ‘star’ sign for Help and ‘0’ for an Associate.

4.6.3

Formatted: Bullets and Numbering

End-of-DTMF timeout
The application’s response time to DTMF input should always be as short as possible, but will
depend at any point on whether the DTMF input given so far in a particular state is either
clearly unfinished, or is ambiguous.
An example of clearly unfinished DTMF input would be a caller having entered ‘1’ in a state
where digit strings of various lengths can be collected, with the shortest input being a single
digit. In this situation we give the caller n seconds to enter the remainder of a possible multi-

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digit string, where n is specified by some inter-digit timeout parameter. After each non-final
digit entered by the caller, a countdown will start with a duration indicated by this parameter.
If the countdown runs out before the caller has entered the next necessary digit, the
application will go into a rejection.
Once the caller has entered the number of digits required to make the input complete—
which is 9 digits in the case of an SSN, or 10 digits in case of a US phone number including
area code—the application could take that input immediately and parse it, without running
the countdown again. However, because the caller may enter the ‘#’ sign to terminate the
string, we will look at two variables to determine whether or not we indeed terminate the
digit string based upon satisfaction of the number of digits alone:
1) Fixed-length versus not-fixed-length digit strings. If the expected digit-string is of a fixed length,
then we can terminate the string as soon as we have reached the correct number of
digits. If its length varies, then we cannot, unless we have reached the maximum
allowable length.
2) Next state being a collection state or not. If the next state in the application is another
collection state, and we are not using an inter-digit timeout after the last digit in a fixedlength or maximum-length string, then we run the risk that any ‘#’ terminator entered by
the caller will not get detected until the application has moved on to that next collection
state. We do not have this risk if the next state is not listening for input, for example a
database hit, or a play-message with barge-in turned off. Only where necessary, we
eliminate this risk by using the inter-digit timeout even after the last digit of fixed-length or
maximum-length string.
In short: we will terminate finished fixed-length and maximum length digit-strings immediately
when the next state is not listening for input, and when the next state is a collection state, then for
the maximum duration of the inter-digit timeout we will wait for a possible ‘#’ terminator.
When a ‘#’ terminator is detected, we also immediately terminate the string.
Unfinished DTMF input can be ambiguous. This is the case when the digit(s) entered so far
can be interpreted as complete input for other options or other numeric input. While the input
could be considered complete under one interpretation it is incomplete under another
interpretation, e.g. someone entered a ‘0’ as the first digit of their Social Security Number,
but ‘0’ is also used to request an Associate. In this situation too, we use the inter-digit timeout
to wait for possible further input, unless we have reached the maximum length.

4.6.4

Formatted: Bullets and Numbering

Key-ahead
In any case, when we know that DTMF input is complete for a given context, the application
should respond immediately and not run a end-of-DTMF-input countdown. If we were to
introduce such a delay after each complete DTMF input, then we would seriously hinder the
ability of power-users to comfortably ‘key-ahead’ through menus.
The so-called ‘key-ahead’ feature automatically works because of the zero-length timeout
upon unambiguous DTMF input. As soon as the caller hits one of the numbers on the
keypad to choose a menu option, the application takes that digit and moves to the next state
accordingly. If that response to the DTMF input takes a fraction of a second and the next
state is a collection state again, then this next state will automatically take the next digit if it is
a voice menu, or the next sequence of digits if it is expecting a digit string. If the next state
was a database hit instead, for example, then no input will be accepted during the database
hit (because the app is not listening for anything), and once the application returns to a

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collection state, further input is listened for from then on. This means that if that database
hit happened to have sub-zero response time, the user could have run right over it using
‘key-ahead’ and never noticed anything. No key-ahead is possible over database hits that
need more time, or over play-states that have barge-in turned off. Naturally, over states
expecting variable-length digit-string input, ‘key-ahead’ can only be achieved by using the ‘#’
terminator.
Formatted: Bullets and Numbering

4.7

Digit-String Playback
Variable digit-strings to be presented to the caller will be passed through a global routine
that builds prompt lists to fluently play back any kind of digit string: phone numbers, SSNs,
credit card numbers, etc. Valid input to this function is a string of digits, where a hyphens
and spaces can be used to indicate grouping. Examples of valid input are: “123456”, “1-617428-4444”, “017-85-3229”, “4356 8900 0220 0392”. For each hyphen or space, the routine
will insert a pause. The prompt set to be used for this consists of the following 1,231
prompts:
1,000 prompts: “...0 0 0, ...” through “...9 9 9, ...” (Non-final intonation)
100 prompts: “...0 0, ...” through “...9 9, ...” (Non-final intonation)
100 prompts: “...0 0.” through “...9 9.” (Final intonation)
10 prompts: “0...” through “9...” (Rising intonation)
10 prompts: “...0, ...” through “...9, ...” (Non-final intonation)
10 prompts: “...0.” through “...9.” (Final intonation)
1 prompt: 1/4 second silence.

See http://looknohands.com/digit-string-cpr/ for a demonstration of how the playout of
various different kinds of strings is constructed using prompts from the sets listed above.
Formatted: Bullets and Numbering

4.8

Event Logging
Throughout all the User Interface Specifications, each state calls out the event logging that is
unique to that state. For an overview of all of Event Logging, including global behavior for
events such as what to do if an info token is not available, see the Event Logging section in
the Functional Requirements Specification document.

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4.9

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Formatted: Bullets and Numbering

Internal DialogModule Functionality
This diagram shows the typical flow within a Dialog Module, including retry and timeout
cases.
Initial Prompt
High
Confidence

Confidence
Level?

Success

Medium
Confidence

"I think you said..."

"No"

"Yes"

"Is that correct?"

"Yes"

User Input
Detected
Another on
n-best?

Yes

"Maybe it was..."

"Is that right?"

No
"No"
Recognition
(Retries
counter
increments
by one)

Low
Confidence

"My mistake."

Retry Prompt # 1
Number of
retries?

"My mistake again."

Retry Prompt # 2
Above
max retries

1
(Retries
counter
increments
by one)

Failure

"I'm sorry, I didn't understand."

Retry Prompt # 1
Number of
retries?

"I'm sorry, I still didn't understand."

Retry Prompt # 2
Above
max retries

No
User Input
Detected

Timeout Prompt # 1

(Timeout-counter
increments by one)

Number of
timeouts?

Failure

Timeout Prompt # 2

Above
max timeouts

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Chapter 5: Detailed Dialog Specification
5.1
Title of
this table

How to Read the Call-Flow Tables
2100_Finance_Forex_Menu
Previous step of
the dialog

Speech Input

Item List

Initial prompt: first
prompt played when
entering the module.

Entering from

DialogModule
type

2000_Finance_Menu
Timeout 1 prompt:
played when no
response to initial.

Prompts
Prompts
section

Corresponds
with audio file

Message Number

Type

Name

Wording

21001

Initial

21001

For which currency would you like to hear the exchange rate?

21002

Timeout 1

21002

21003

Timeout 2

21003

2 prompt: played
I’m sorry, I didn’t hear you. Please say the currency you want Timeout
an
when no response to first
exchange rate for, for example “Sterling Pound”.
timeout.
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”.

21004

Retry 1

21004

Touch-tone
equivalents for user
Retry 2
21005
input

21005

21006

User input
section

Help

Voicing

21006

DTMF

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.

Action
Go to: “2110_Finance_Forex_ExchangeRateInfoMsg”

“List all currencies”,
“List currencies”, “List all”,
“List them all”, “List them”

Commands
Global
commands
section

Please say the currency you want an exchange rate for, for example
“Australian dollar”.
Retry 1 prompt: played
when no recognition result
Please say the currency you want to hear the exchange rate for,
from first input.
such as the “Japanese yen”, or, to hear a full list to choose from, say
“Dutch guilder”.

DTMF

“Back up”

“Main menu”

Retry 2 prompt: played when
no recognition result from input
after first retry.

Go to: “2190_Finance_Forex_CurrenciesListIntro”

Action
Go to: “2000_Finance_Menu”
Go to: “1000_MainMenu”

“Goodbye”

Go to: “9000_Goodbye_Msg”

“Instructions”

Help prompt: typically played
Play prompt help prompt and then re-enter this module, playing thewhen
initialcaller asks for help or
instructions.
prompt, awaiting new user input.

“Operator”

Go to: “8000_Transfer_Msg”

Developer notes
Section to
specify the
different
settings of the
module

Default
Touch-tone
equivalents for global
commands

User Interface Specification

System actions
following on global
commands

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Call-Flow Tables
General note on prompt specification: Where there are two or more Initial prompts, all
are played in sequence on entry to the DM. Likewise with multiple Help prompts – all are
played in sequence when the caller says Question or presses star. In contrast, Retry1 and
Retry2 are played individually on the first or second retry respectively, and similarly for
Timeout1 and Timeout2. The Initial and Help prompts are broken into pieces to reduce
problems with recording long prompts accurately, and also to avoid the voice talent gasping
for breath. Note that if a caller says Question (or any synonym) repeatedly in the same DM,
they hear the same sequence of help prompts each time. There is presently no upper limit on
how many times a caller can say Question in a DM. There is, however, a limit on the total
length of the call, as specified in section 4.2 above.

1000-BeginApplication-Check
Branch on Condition
This is the entry point for the Change of Address (COA) and Direct Deposit (DD) application.

Entering from
1036-SystemAvailability-Check

Req ID

Condition

Action

1000-BeginApplication-Condition-Menu2

If COA from Main Menu

Go to: 1020-WelcomeCOA-Msg

1000-BeginApplication-Condition-Menu3

Else IF DD from Main Menu

Go to: 1010-WelcomeDD-Msg

1000-BeginApplication-Condition-Menu4COA

Else IF COA from Password Services

Go to: 1020-WelcomeCOA-Msg

1000-BeginApplication-Condition-Menu4DD

Else IF DD from Password Services

Go to: 1010-WelcomeDD-Msg

1000-BeginApplication-Condition-SFCOA

Else IF COA from SF Main Menu

Go to: 1022-SFWelcomeCOA-Msg

1000-BeginApplication-Condition-SFDD

Else DD from SF Main Menu

Go to: 1012-SFWelcomeDD-Msg

Event logging

1010-WelcomeDD-Msg
Play Prompt
Welcome the caller to the Direct Deposit application.

Entering from
1000-BeginApplication-Check

Prompts
Message Number

Type Name

Wording

10105

1010-GLB-WelcomeDD-Prompt1

Hello! You’ve reached the automated Direct Deposit
service.

Req ID

Condition

Action

1010-GLB-WelcomeDD-ConditionAlways

Always

Go to: 1030-DoUqualify-Msg

Event logging

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Developer notes
No barge-in

1012-SFWelcomeDD-Msg
Play Prompt
Welcome the caller to the Direct Deposit application from SpeakFreely Main Menu. Since SF N8NN introduces the
process, we don’t need to welcome the caller here.

Entering from
1000-BeginApplication-Check

Prompts
Message Number

Name

10121

1012-GLB-SFWelcomeDD-Prompt1

Wording
[0.5 sec silence]

Req ID

Condition

Action

1012-GLB-SFWelcomeDDCondition-Always

Always

Go to: 1030-DoUqualify-Msg

Event logging
Developer notes
No barge-in

1020-WelcomeCOA-Msg
Play Prompt
Welcome the caller to the Change of Address application.

Entering from
1000-BeginApplication-Check

Prompts
Message Number

Name

Wording

10200

1020-GLBWelcomeCOAPrompt1

Hello! You’ve reached the automated Change of Address service.

Condition

Action

Always

Go to: 1030-DoUqualify-Msg

1020-GLB-WelcomeCOA -Condition-Always

Event logging
Developer notes
No barge-in

1022-SFWelcomeCOA-Msg
Play Prompt
Welcome the caller to the Change of Address application from SpeakFreely Main Menu. Since SF N8NN introduces
the process, we don’t need to welcome the caller here.

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Entering from
1000-BeginApplication-Check

Prompts
Message Number

Name

Wording

10121

1020-GLBSFWelcomeCOAPrompt1

[0.5 sec silence]

Condition

Action

Always

Go to: 1030-DoUqualify-Msg

1020-GLB-SFWelcomeCOA Condition-Always

Event logging
Developer notes
No barge-in

1030-DoUqualify-Msg
Play Prompt
Introduce caller to automated application, say we need to see whether they qualify to use the application.

Entering from
1010-WelcomeDD-Msg, 1020-WelcomeCOA-Msg

Prompts
Message Number

Name

Wording

10302

1030-GLBDoUqualifyPrompt1

I’ll be asking you several questions, and you can SPEAK your answers. Just be sure to
speak clearly and loud enough for me to hear over the phone.

10121

silence_500

[500 ms silence]

10303

1030-GLBDoUqualifyPrompt2

If you’ve gotten to the wrong place, or you change your mind about proceeding, you
can say Main Menu at any time. And if you have a question about anything I ask you,
you can say Question at any time. <1 sec pause> OK, let’s get started.

Req ID

Condition

Action

1030-GLB-DoUqualify-Condition-pwd

Came from Main 3 (pwd)?

Go to: 1035-PingPwd-DB

1030-GLB-DoUqualify-Condition-nopwd

Else from Main 2

Go to: 1032-HavePwd-VM

Event logging
Developer notes
No barge-in

1032-HavePwd-VM
Voice Menu DialogModule™
Ask caller if they plan to use a password now, so we can ping the correct service.

Entering from
1030-DoUqualify-Msg

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Prompts
Message Number

Type / Name

Wording

10321

1032-GLB-COAhavepwd-Prompt-Initial

It’s not required, but do you have a
seven-digit password that you set up
with the Social Security
Administration? Yes or No. <4 sec
pause> If you’re not sure, say
Question.

10322

1032-GLB-COAhavepwd-Prompt-Retry1

[Global Default] If you have a
password, say Yes. Otherwise say
No. If you’re not sure, say Question.

10323

1032-GLB-COAhavepwd-Prompt-Retry2

[Global Default] If you have a
password, press one. Otherwise,
press two.

10324

1032-GLB-COAhavepwd-Prompt-Timeout1

I’m sorry, I didn’t hear anything. If you
have a seven-digit password that you
set up with the Social Security
Administration, say Yes or press one.
If you don’t have one, say No or
press two. If you’re not sure, say
Question or press the star key.

10325

1032-GLB-COAhavepwd-Prompt-Timeout2

I’m sorry, I still didn’t hear anything. If
you have a seven-digit password that
you set up with the Social Security
Administration, say Yes or press one.
If you don’t have one, say No or
press two. If you’re not sure, say
Question or press the star key. [4 sec
pause] If you need assistance, say
Agent or press zero.

10326

1032-GLB-COAhavepwd-Prompt-Help

The password I’m referring to would
have been chosen and registered by
you online or over the phone. You
would have received a password
request code in the mail, which you
would have used along with your
social security number and other
information to register a seven-digit
password to access your personal
benefit information. If you’ve
forgotten the password, you can
request a new one by using the same
process you used before. If you have
this seven-digit password and you
plan to use it today, say Yes.
Otherwise say No and I’ll verify your
identity another way.

10327

1032-GLB-COAhavepwd-PromptSuccessYes

Great. It’ll save time.

10328

1032-GLB-COAhavepwd-PromptSuccessNO

That’s OK.

Option

Vocabulary

DTMF

1032-GLB-COAhavepwd-Option-yes

yes and usual
synonyms

User Interface Specification

Action

Confirm.

play SuccessYes prompt

never

Go to: 1035-PingPwd-DB

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Deleted:

Formatted: Font: 8 pt, Highlight

Change of Address / Direct Deposit

1032-GLB-COAhavepwd-Option-no

1032-GLB-COAhavepwd-Option-maybe

Nuance/Social Security Administration -- Confidential

no and usual
synonyms

global Help
grammar plus:

play SuccessNo prompt

never

Go to: 1034-PingKBA-DB
same as Question – play the Help prompt
and reenter this DM as usual for help

never

maybe
[I’m] not sure
I don't know
Note: remove global "agent" grammar for
this DM.

Confirmation prompts
Option / Name

Wording

no confirmations for Yes / No

DialogModule parameters
Parameter

Value

1032-GLB-COAhavepwd-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Event logging
Developer notes
Use the standard Yes/No DM and its associated grammar (variations on yes and no). The global Help/Question grammar is
overridden for this DM in order to catch additional utterances including “maybe”.

1034-PingKBA-DB
Database Query
Ping KBA system upon entry to ensure the presence of the back end.

Entering from
1032-HavePwd-VM

Req ID

Condition

Action

1034-GLB-PingKBA-Condition-Always

Always

Go to: 1036-SystemAvailability-Check

Event logging

1035-PingPwd-DB
Database Query
Ping Password system upon entry to ensure the presence of the back end.

Entering from
1030-DoUqualify-Msg

Req ID

Condition

Action

1035-GLB-PingPwd-Condition-Always

Always

Go to: 1036-SystemAvailability-Check

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Event logging

1036-SystemAvailability-Check
Branch on Condition
Branch on availability of system.

Entering from
1035-PingPwd-DB, 1034-PingKBA-DB

1036-GLB-SystemAvailabilityCondition-Unavailable

Condition

Action

IF System is unavailable

NeedAssistanceWith = SysUnavailable
Go to: 2100-AfterHours-Check

1036-GLB-SystemAvailabilityCondition-Available

Else

NeedAssistanceWith := UserRequestedAgent
(this is an initial setting that may be overridden by later events)
Go to: 1038-IntroQual-Msg

Event logging

1038-IntroQual-Msg
Play Prompt
Introduce the series of qualifying question we’re about to ask.

Entering from
1032-HavePwd-VM

Prompts
Message Number

Name

Wording

10381

1038-GLBIntroQual-Prompt1

First I have to ask a few questions to see whether this automated service can help
you.

Req ID

Condition

Action

1038-GLB-IntroQual-Condition-Always

Always

Go to: 1050 1050-GetSSI-YN

Event logging
Developer notes
No barge-in

1040-GetBeneNow-YN
Custom Context DialogModule™
Ask whether caller is currently receiving benefits. This question now occurs AFTER the question about SSI
(1050).

Entering from
1050 1050-GetSSI-YN

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Prompts
Message Number

Type

Name

Wording

10401

Initial

1040-GLB-GetBeneNow-PromptInitial

Are you currently receiving Social Security
retirement, survivor, or disability benefits?
Yes or no.

10402

first retry

1040-GLB-GetBeneNow-PromptRetry1

[Global Default] If you’re currently receiving
Social Security retirement, survivor, or
disability benefits, please say Yes.
Otherwise say No.

10403

second
retry

1040-GLB-GetBeneNow-PromptRetry2

[Global Default] If you currently get a
benefit check or deposit from Social
Security, press one. Otherwise, press two.

10404

first timeout

1040-GLB-GetBeneNow-PromptTimeout1

I’m sorry, I didn’t hear anything. If you
currently get a benefit check or deposit from
Social Security, say Yes or press one.
Otherwise, say No or press two. If you’re
not sure, say Question or press the star
key.

10405

second
timeout

1040-GLB-GetBeneNow-PromptTimeout2

I’m sorry, I still didn’t hear anything. If you
currently get a benefit check or deposit from
Social Security, say Yes or press one.
Otherwise, say No or press two. If you’re
not sure, say Question or press the star
key. [pause 4 sec] If you need assistance,
say Agent or press zero.

10406

Help – play
all of these

1040-GLB-GetBeneNow-PromptHelp1

[slowly] OK, I’ll try to help with more
explanation. You can use this automated
service to change your address or phone
number with Social Security only if you
meet certain conditions. One of those
conditions is that you must already be
receiving a Social Security benefit due to
retirement, disability, or being a survivor of
someone who would have received a
benefit.

00500

silence_500

[500 ms silence]

10407

1040-GLB-GetBeneNow-PromptHelp2

[slowly] If you’re not currently receiving a
monthly check or deposit from Social
Security, you can’t use this AUTOMATED
service to change your address or phone
number. In most cases, though, just putting
your new address and phone number on
your income tax return is all that we need. If
you’d like more information or need
personal assistance, you can say Agent or
press zero.

00500

silence_500

[500 ms silence]

10408

1040-GLB-GetBeneNow-PromptHelp3

So please let me ask you again: Are you
currently receiving Social Security
retirement, survivor, or disability benefits?
Yes or no.

Option

Vocabulary

DTMF

Action

Confirm.

1040-GLB-GetBeneNow-Option-yes

yes and usual
synonyms

Go to: 1060-LiveInUS-YN

never

1040-GLB-GetBeneNow-Option-no

no and usual
synonyms

Go to: 1130_CantDoThat_DM

never

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Formatted: Font: 8 pt, Highlight
Deleted: say Yes or press one.
Otherwise, say No or press two. If
you’re not sure, say Question or
press the star key.

Change of Address / Direct Deposit

1040-GLB-GetBeneNow-Option-specific

Nuance/Social Security Administration -- Confidential

retirement [benefits]

—

Go to: 1060-LiveInUS-YN

never

—

Go to: 1120-CantUse-Msg

never

survivor [benefits]
disability [benefits]
1040-GLB-GetBeneNow-Option-SSI

S S I [benefits]

Confirmation prompts
Option / Name

Wording

no confirmations for Yes / No

DialogModule parameters
Parameter

Value

1040-GLB-GetBeneNow-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Event logging
Developer notes
Play all three help prompts if the caller says Question. Note that ‘retirement’ etc. are accepted as equivalent to ‘yes’.

1050-GetSSI-YN
Yes/No DialogModule™
Is caller receiving SSI? Correct answer is no!

Entering from
1038 1038-IntroQual-Msg

Prompts
Message Number

Type

Name

Wording

10501

Initial

1050-GLB-GetSSI-Prompt-Initial

Are you receiving S S I, also known as
Supplemental Security Income payments?

10502

first retry

1050-GLB-GetSSI-Prompt-Retry1

[Global Default] If you’re receiving S S I
payments, say Yes. Otherwise say No.

10503

second
retry

1050-GLB-GetSSI-Prompt-Retry2

[Global Default] If you’re receiving S S I
payments press one. Otherwise, press two.

Formatted: Font: 8 pt, Highlight

10504

first
timeout

1050-GLB-GetSSI-Prompt-Timeout1

I’m sorry, I didn’t hear anything. If you’re
receiving S S I payments, say Yes or press 1.
Otherwise say No or press 2. If you’re not sure,
say Question or press the star key.

Deleted: , say Yes or press 1.
Otherwise say No or press 2. If you’re
not sure, say Question or press the
star key.

10505

second
timeout

1050-GLB-GetSSI-Prompt-Timeout2

I’m sorry, I still didn’t hear anything. If you’re
receiving S S I payments, say Yes or press 1.
Otherwise say No or press 2. If you’re not sure,
say Question or press the star key. [pause 4 sec]
If you need assistance, say Agent or press zero.

10506

Help –
play all of
these

1050-GLB-GetSSI-Prompt-Help1

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Change of Address / Direct Deposit

Nuance/Social Security Administration -- Confidential

00500

silence_500

[500 ms silence]

10507

1050-GLB-GetSSI-Prompt-Help2

[slowly] If you’re receiving supplemental security
income payments, you cannot use this
automated system to change your address or
phone number. If this is the case for you, please
say Agent or press zero.

00500

silence_500

[500 ms silence]

10508

1050-GLB-GetSSI-Prompt-Help3

So please let me ask you again: Are you
receiving S S I, also known as supplemental
security income payments? Yes or no.

Option

Vocabulary

1050-GLB-GetSSI-Option-yes

yes

DTMF

Action

Confirm.

Go to: 1120-CantUse-Msg

Never

Go to: 1040 1040-GetBeneNow-YN

Never

[yes] I receive SSI
[yes] I get S S I
SSI
1050-GLB-GetSSI-Option-no

Confirmation prompts
Option / Name

Wording

no confirmations for Yes / No

DialogModule parameters
Parameter

Value

1050-GLB-GetSSI-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

low confidence threshold

.400

Event logging
Developer notes
Use the standard Yes/No DM and its associated grammar (variations on yes and no). Play all three help prompts if caller says
Question.
Avoid double parsing – remove duplicate grammars or duplicate vocabulary.

1060-LiveInUS-YN
Yes/No DialogModule™
Ask if caller lives in U.S.

Entering from
1040-GetBeneNow-YN

Prompts
Message Number

Type

Name

Wording

10601

first timeout

1060-GLB-LiveInUS-PromptInitial

Are you currently residing in a state or territory of
the United States? Yes or no.

second
timeout
Help – play
all of these

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Change of Address / Direct Deposit

Nuance/Social Security Administration -- Confidential

10602

first retry

1060-GLB-LiveInUS-PromptRetry1

[Global Default] If you’re currently living in a state
or territory of the United States, say Yes. If you’re
living somewhere else, say No.

10603

second retry

1060-GLB-LiveInUS-PromptRetry2

[Global Default] If you’re currently living in a state
or territory of the United States, press one.
Otherwise, press two.

10604

first timeout

1060-GLB-LiveInUS-PromptTimeout1

I’m sorry, I didn’t hear anything. If you’re currently
living in a state or territory of the United States,
say Yes or press one. If you’re living somewhere
else, say No or press two. If you’re not sure, say
Question or press the star key.

10605

second
timeout

1060-GLB-LiveInUS-PromptTimeout2

I’m sorry, I still didn’t hear anything. If you’re
currently living in a state or territory of the United
States, say Yes or press one. If you’re living
somewhere else, say No or press two. If you’re
not sure, say Question or press the star key.
[pause 4 sec] If you need assistance, say Agent
or press zero.

10606

Help – play
all of these

1060-GLB-LiveInUS-PromptHelp1

00500

silence_500

[500 ms silence]

10607

1060-GLB-LiveInUS-PromptHelp2

[slowly] I only need a Yes or No answer at this
point. You don’t need to tell me which state or
territory you live in - I’ll ask you about that later if
we change your address. If you do live in one of
the states or territories of the United States, just
say Yes or press one. If you live somewhere else,
please say No or press two. [2 sec pause] If you
still aren’t sure and want to hear a list of the
territories, just hang on and I’ll list them for you. [4
sec pause] The current and former territories of
the United States are:

00500

silence_500

[500 ms silence]

10608

1060-GLB-LiveInUS-PromptHelp3

American Samoa, Federated States Of
Micronesia, Guam , Marshall Islands, Northern
Mariana Islands, Palau, Puerto Rico, and Virgin
Islands.

10609

10610

Success Yes

silence_1000

[1 sec silence]

1060-GLB-LiveInUS-PromptHelp4

So please let me ask again: Are you currently
residing in a state or territory of the United States?
Yes or no.

1060-GLB-LiveInUS-PromptSuccessYes

Alright, ...

Option

Vocabulary

1060-GLB-LiveInUS-Option-yes

yes

DTMF

Action

Confirm.

play SuccessYes prompt

If necessary

Go to:
1070-OwnBene-VM
1060-GLB-LiveInUS-Option-no

[no success prompt for No]

If necessary

If Direct Deposit go to: 1065_MI 53 Host
Transaction
else go to: 1120-CantUse-Msg

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Formatted: Font: 8 pt, Highlight
Deleted: say Yes or press one. If
you’re living somewhere else, say No
or press two. If you’re not sure, say
Question or press the star key.

Change of Address / Direct Deposit

Nuance/Social Security Administration -- Confidential

Confirmation prompts
Option / Name

Wording

no confirmations for Yes / No

DialogModule parameters
Parameter

Value

1060-GLB-LiveInUS-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Event logging
Developer notes
Use the standard Yes/No DM and its associated grammar (variations on yes and no). Play all help prompts if caller says Question.

1065_MI 53 Host Transaction
Database Query
Message to host for MI = 53 is to be used if caller enters this state.

Entering from
1060-LiveInUS-YN

Condition

Action
Go to: 1120-CantUse-Msg

Event logging

1070-OwnBene-VM
Yes/No DialogModule™
Ask caller to confirm they’re changing their own account.

Entering from
1060-LiveInUS-YN

Prompts
Message Number

Type / Name

Wording

10701

1070-GLB-OwnBenePrompt-Initial

Is the change you’re calling about for your OWN benefit or payment? Yes or no.

10702

1070-GLB-OwnBenePrompt-Retry1

[Global Default] If you’re calling about your own benefit or payment, say Yes. If
you’re calling about someone else’s benefit, say No.

10703

1070-GLB-OwnBenePrompt-Retry2

[Global Default] If you’re calling about your own benefit or payment, press one.
Otherwise, press two.

10704

1070-GLB-OwnBenePrompt-Timeout1

I’m sorry, I didn’t hear anything. If you’re calling about your own benefit or
payment, say Yes or press one. If you’re calling about someone else’s benefit,
say No or press two. If you’re not sure, say Question or press the star key.

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Formatted: Font: 8 pt, Highlight
Deleted: say Yes or press one. If
you’re calling about someone else’s
benefit, say No or press two. If you’re
not sure, say Question or press the
star key.

Change of Address / Direct Deposit

10705

Nuance/Social Security Administration -- Confidential

1070-GLB-OwnBenePrompt-Timeout2

I’m sorry, I still didn’t hear anything. If you’re calling about your own benefit or
payment, say Yes or press one. If you’re calling about someone else’s benefit,
say No or press two. If you’re not sure, say Question or press the star key.
[pause 4 sec] If you need assistance, say Agent or press zero.

1070-GLB-OwnBenePrompt-Help1

[slowly] OK, I’ll try to help with more explanation. You can use this automated
service to change your address or phone number with Social Security only if
you meet certain conditions. One of those conditions is that can make changes
only for your own account. You cannot make changes for someone else’s
account even if they asked you to do it. Social Security privacy regulations don’t
allow us to do that with this automated system.

00500

silence_500

[500 ms silence]

10707

1070-GLB-OwnBenePrompt-Help2

[slowly] If you ARE calling on behalf of someone else, you should say Agent or
press zero for assistance. [2 sec pause] So please let me ask again: Is the
change you’re calling about for your OWN benefit or payment? Please say Yes
or No.

10706

Help
— play
all of
these

DTMF

Option

Vocabulary

Action

Confirm.

1070-GLB-OwnBene-Option-yes

yes

Go to: 1080-COAorDD-Check

If necessary

1070-GLB-OwnBene-Option-no

Go to: 1120-CantUse-Msg

If necessary

Confirmation prompts
Option / Name

Wording

no confirmations for Yes / No

DialogModule parameters
Parameter

Value

1070-GLB-OwnBene-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Event logging
Developer notes
Use the standard Yes/No DM and its associated grammar (variations on yes and no).

1080-COAorDD-Check
Branch on Condition
Up to here, other than the initial greeting, everything was the same for both COA and DD. Now we split and do different
things.

Entering from
1070-OwnBene-VM

Req ID

Condition

Action

1080-GLB-COAorDD-Condition-COA

IF doing COA

Go to: 1090-KnowZip-VM

1080-GLB-COAorDD-Condition-DD

Else doing DD

Go to: 1100-KnowBank-VM

Event logging

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Change of Address / Direct Deposit

Nuance/Social Security Administration -- Confidential

1090-KnowZip-VM
Yes/No DialogModule™
Ask caller if they have their new zip code and / or new phone number handy.

Entering from
1080-COAorDD-Check

Prompts
Message Number

Type / Name

Wording

10901

1090-GLB-KnowZip-Prompt-Initial

To change your address, you’ll need to know your new
five-digit zip code. To change your phone number, you’ll
need to know your new ten-digit phone number including
area code. Do you have the numbers you’ll need with you
now? Yes or no.

10902

1090-GLB-KnowZip-Prompt-Retry1

[Global Default] If you have your new zip code or new
phone number with you right now, say Yes. If you don’t
have them, say No.

10903

1090-GLB-KnowZip-Prompt-Retry2

[Global Default] If you have your new zip code or new
phone number with you right now, press one. Otherwise,
press two.

10904

1090-GLB-KnowZip-PromptTimeout1

I’m sorry, I didn’t hear anything. If you have your new zip
code or new phone number with you right now, say Yes
or press one. If you don’t have them, say No or press two.
If you’re not sure, say Question or press the star key.

10905

1090-GLB-KnowZip-PromptTimeout2

I’m sorry, I still didn’t hear anything. If you have your new
zip code or new phone number with you right now, say
Yes or press one. If you don’t have them, say No or press
two. If you’re not sure, say Question or press the star
key.

1090-GLB-KnowZip-Prompt-Help1

[slowly] OK, I’ll try to help with more explanation. To
change your address with this automated system, I need
to know your new zip code. To change your phone
number, you’ll need to tell me the new one with area
code. If you don’t have these numbers available, you can
always call back later when you do have them.

20000

silence_2000

[2 sec silence]

10907

1090-GLB-KnowZip-Prompt-Help2

So please let me ask you again: Do you have your new
zip code or new phone number with you? Yes or no.

10906

Help – play all
of these

DTMF

Option

Vocabulary

Action

Confirm.

1090-GLB-KnowZip-Option-yes

yes

Go to: 1300-PWDorKB-Check

If necessary

1090-GLB-KnowZip-Option-no

Go to: 1110-CantProceed-VM

If necessary

Note: remove agent synonyms from global
grammar for this DM.

Confirmation prompts
Option / Name

Wording

no confirmations for Yes / No

DialogModule parameters
Parameter

Value

1090-GLB-KnowZip-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

15,000 ms  Note increased value

allowing_barge_in

True

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Deleted:

Formatted: Font: 8 pt, Highlight
Deleted: say Yes or press one. If
you don’t have them, say No or press
two. If you’re not sure, say Question
or press the star key.

Change of Address / Direct Deposit

Nuance/Social Security Administration -- Confidential

Event logging
Developer notes
Use the standard Yes/No DM and its associated grammar (variations on yes and no).

1100-KnowBank-VM
VoiceMenu DialogModule™
Tell caller they’ll need bank routing and account numbers and ask if they have them.

Entering from
1080-COAorDD-Check

Prompts
Message Number

Type / Name

11040

Initial – play
all of these

Wording
1100-GLB-KnowBankPrompt-Initial1

To set up or change direct deposit of your benefits, you’ll need
to know two numbers that you can get from your personal
check, or from your financial institution. The first is the bank
routing number. [1 sec pause] The second is your personal
account number.

1000

silence_1000

[ 1 sec silence ]

11041

1100-GLB-KnowBankPrompt-Initial2

If you have those numbers now, say I’m Ready. If you’re not
sure, say More Information. If you need a moment to find the
numbers, say Wait A Minute. If you DON’T have the numbers,
say I Don’t Have Them.

Deleted: 0

11042

first retry

1100-GLB-KnowBankPrompt-Retry1

[Global Default] If you DO have the bank numbers, say “I’m
Ready”, or press one. If not, say “I Don’t Have Them”, or press
two. If you need a moment to find them, say “Wait A Minute”,
or press three. If you’re not sure whether you have the
numbers, say “More Information”, or press the star key. If you
no longer want to set up or change direct deposit, say “Main
Menu” or press 9.

11043

second retry

1100-GLB-KnowBankPrompt-Retry2

11044

first timeout

1100-GLB-KnowBankPrompt-Timeout1

I’m sorry, I didn’t hear anything. If you DO have the bank
numbers, say I’m Ready, or press one. If not, say I Don’t Have
Them, or press two. If you need a moment to find them, say
Wait A Minute, or press three. If you’re not sure whether you
have the numbers, say More Information, or press the star key.
Or, if you’d like to do something else, say Main Menu or press
9.

11045

second
timeout

1100-GLB-KnowBankPrompt-Timeout2

I’m sorry, I still didn’t hear anything. If you DO have the bank
numbers, say I’m Ready, or press one. If not, say I Don’t Have
Them, or press two. If you need a moment to find them, say
Wait A Minute, or press three. If you’re not sure whether you
have the numbers, say More Information, or press the star key.
If you no longer want to set up or change direct deposit, say
Main Menu or press 9. [4 sec pause] If you need assistance,
say Agent or press zero.

third timeout

1100-GLB-KnowBankPrompt-Timeout3

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Change of Address / Direct Deposit

11046

Nuance/Social Security Administration -- Confidential

1100-GLB-KnowBankPrompt-Help1

Sure, here’s a bit more information about those numbers. The
bank routing number is exactly nine digits and is printed on the
bottom of each check in between two marks that look like a
vertical bar followed by a colon. It’s usually the left-most
number at the bottom of the check.

00500

silence_500

[500 ms silence]

11047

1100-GLB-KnowBankPrompt-Help2

Your account number is some number of digits ending with a
symbol that looks like two vertical bars followed by a square
dot. Don’t confuse your ACCOUNT number with your CHECK
number that is both at the bottom and at the top right of your
check.

00500

silence_500

[500 ms silence]

11048

1100-GLB-KnowBankPrompt-Help3

If you don’t have these numbers, you’ll need to get them from
your financial institution before we can set up or change direct
deposit. If you DO have the numbers now, say I’m Ready. If
you need a moment to find the numbers, say Wait A Minute. If
you DON’T have the numbers, say I Don’t Have Them.

20000

silence_2000

[2 sec silence]

11049

1100-GLB-KnowBankPrompt-Help4

If you want to call again later, just hang up. If you no longer
want to set up or change direct deposit, say Main Menu. To
hear this information again, say More Information.

Help – play all
of these

Option

Vocabulary

1100-GLB-KnowBank-Option-Have

[I’m] ready

DTMF

Deleted: 00500

Action

Confirm.

Go to: 1300-PWDorKB-Check

If necessary

yes
I have it
1100-GLB-KnowBank-Option-DontHave

[I] don’t have
[them | the
numbers]

Go to: 1110-CantProceed-VM

Always

1100-GLB-KnowBank-OptionWaitAMinute

wait a minute

Go to: 1105

Never

Confirmation prompts
Message Number

Option / Name

Wording

11050

1100-GLB-KnowBankConfPromptHaveThem

[I think you said] that you have the numbers. [Is that correct?]

11051

1100-GLB-KnowBankConfPrompt-DontHave

[I think you said] that you DON’T have the numbers so you’ll need to call back
later. [Is that correct?]

DialogModule parameters
Parameter

Value

1100-GLB-KnowBank-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

20,000 ms  Note increased value

allowing_barge_in

True

collection_maxnoinputs

Event logging

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Change of Address / Direct Deposit

Nuance/Social Security Administration -- Confidential

Developer notes
Note the extra long timeout value in case caller needs to fumble around to find the numbers. Also the number of timeouts allowed is
increased. And if that isn’t enough, there’s also a Wait A Minute feature.
set SWI_scoreDelta to +200 to increase bias towards utterance, -200 to decrease (down-weight) bias towards utterance in grammar
e.g. AGENT=‘agent’; SWI_scoreDelta=-200agent
Add one-step correction to confirmation grammar for this DM “no, I have (them | the numbers)” Route the same as “I’m ready”.

1105-SayReady-VM
VoiceMenu DialogModule™
Caller asked to wait.

Entering from
1100-KnowBank-VM

Prompts
Message Number

Type / Name

Wording

11052

1105-DD-SayReadyPrompt-Initial

OK, I’ll wait a bit. When you’re ready, say I’m Ready or press one on your
keypad.

11053

1105-DD-SayReadyPrompt-Retry1

[Global Default] Are you ready now?

11054

1105-DD-SayReadyPrompt-Retry2

[Global Default] If you’re ready now, say I’m Ready or press one, otherwise
say Wait A Minute or press two. [4 sec pause] If you need assistance, say
Agent or press zero.

11055

1105-DD-SayReadyPrompt-Timeout1

When you’re ready, say I’m Ready or press one on your keypad.

11055

1105-DD-SayReadyPrompt-Timeout2 and 3
and 4

11056

1105-DD-SayReadyPrompt-Help

I’m waiting for you to find the bank numbers you’ll need to set up direct
deposit. When you have them, say I’m Ready. Otherwise say Wait A Minute.
[1 sec pause] If you can’t find the numbers, just hang up now and call back
when you find them. [4 sec pause] If you need assistance, say Agent or
press zero.

Option

Vocabulary

1105-DD-SayReady-Option-Ready

[yes] I’m ready

DTMF

Action

Confirm.

Go to: 1300-PWDorKB-Check

If necessary

re-enter this DM, replaying the Initial prompt

If necessary

Go to: 1100-KnowBank-VM

If necessary

I have the
numbers
yes
hello
OK
I got it
1105-DD-SayReady-Option-NotReady

wait a minute
no

1105-DD-SayReady-Option-Repeat

repeat
repeat the
question

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Change of Address / Direct Deposit

Nuance/Social Security Administration -- Confidential

Confirmation prompts
Message Number

Option / Name

Wording

1105-DD-SayReadyConfPrompt-Ready

[I think you said] that you’re ready with the bank numbers. [Is that correct?]

11058

1105-DD-SayReadyConfPrompt-NotReady

[I think you said] that you need more time. [Is that correct?]

11059

1105-DD-SayReadyConfPrompt-Repeat

[I think you said] you’d like to hear the question again. [Is that correct?]

11057

DialogModule parameters
Parameter

Value

1105-DD-SayReady-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

20,000 ms  Note large value

allowing_barge_in

True

collection_maxnoinputs

4  Note increased value for number of timeouts

barge-in sensitivity

0.9

Event logging
Developer notes
Be sure sensitivity parameter is set as indicated.

1110-CantProceed-VM
VoiceMenu DialogModule™
The caller said they don’t have the required numbers (zip or bank info), so tell them we can’t proceed and offer the
usual options. Note this is different from not being qualified to use the application. The caller is allowed to use the
application, but just doesn’t have the required numbers handy.

Entering from
1090-KnowZip-VM, 1100-KnowBank-VM

Prompts
Message Number

Name

Wording

11101

Type

1110-GLB-CantProceed-Prompt-Initial1

I’m afraid we can’t proceed without those
numbers. Please call back as soon as you have
them and I’ll be glad to help you with these
changes.

1000

silence_1000

[1 sec silence]

11102

1110-GLB-CantProceed-Prompt-Initial2

If you’d like to do something else, you can say
Main Menu. Otherwise just hang up.

11103

1110-GLB-CantProceed-Prompt-Retry1

[Global Default] Please say Main Menu or
press nine, or just hang up.

11104

1110-GLB-CantProceed-Prompt-Retry2

[Global Default] Please say Main Menu or
press nine, or just hang up.

11105

1110-GLB-CantProceed-PromptTimeout1

I’m sorry, I didn’t hear anything. Please say
Main Menu or press nine, or just hang up.

11105

1110-GLB-CantProceed-PromptTimeout2

I’m sorry, I didn’t hear anything. Please say
Main Menu or press nine, or just hang up.

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Nuance/Social Security Administration -- Confidential

11101

1110-GLB-CantProceed-Prompt-Help1

I’m afraid we can’t proceed without those
numbers. Please call back as soon as you have
them and I’ll be glad to help you with these
changes.

11102

1110-GLB-CantProceed-Prompt-Help2

If you’d like to do something else, you can say
Main Menu. Otherwise just hang up.

Option

Vocabulary

Action

Confirm.

1110-GLB-CantProceed-Option-Ready

same grammar
as 1105-DDSayReadyOption-Ready

DTMF
1

Go to: 1300-PWDorKB-Check

If necessary

1110-GLB-CantProceed-Option-Goodbye

thank you

—

hang up

Never

goodbye
OK
Note: Be sure that global grammars for
"main menu" and "question" are active.

Confirmation prompts
Message Number

Option / Name

Wording

11107

1110-GLBCantProceedConfPrompt-Ready

[I think you said] that you’re ready with the numbers. [Is that correct?]

DialogModule parameters
Parameter

Value

1110-GLB-CantProceed-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Event logging
Developer notes

1120-CantUse-Msg
Play Prompt
The caller has given a disqualifying response to a screening question so they aren’t allowed to use this application, but
an agent may be able to help.

Entering from

1050-GetSSI-YN, 1060-LiveInUS-YN,
1070-OwnBene-VM.1065_MI 53 Host Transaction

Prompts
Message Number

Name

Wording

11200

1120-GLB-CantUsePrompt-Initial1

Based on that information, you won’t be able to use this automated
system, but we’d still like to help if we can.

Condition

Action

1120-GLB-IntroQual-Condition-Always

NeedAssistanceWith := ValidationFailure
Go to: 2100-AfterHours-Check

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Event logging
Developer notes
No barge-in

1130_CantDoThat_DM
CustomContext DialogModule™
The caller has given a disqualifying response to a screening question, so they can’t perform the function at all, even
using an agent.

Entering from
1040-GetBeneNow-YN

Prompts
Message Number

Type

Name

Wording

11301

Initial

1130-GLB-CantDoThat-PromptInitial1

Based on that information, you cannot
perform this function even with the help of an
agent. To perform this function, you must be
RECEIVING benefit payments. For further
details, and some tips on what you CAN do,
say More Information. [ 2 sec pause] If
there’s something else you need to do with
Social Security, or if you want to try again,
you can say Main Menu. If you’re done, just
hang up.

11302

Retry 1

1130-GLB-CantDoThat-PromptRetry1

[Global Default] Please say Main Menu, or
just hang up.

11303

Timeout 1

1130-GLB-CantDoThat-PromptTimeout1

I’m sorry, I didn’t hear anything. Please say
Main Menu, or just hang up.

Option

Vocabulary

DTMF

Action

Confirm.

disable all global grammars for this DM
main menu

main menu

more info

more information

Go to 2212 2212-ThanksBeforeReturn-Msg

If necessary

Go to 1140 1140_HelpForCantDoThat_DM

Never

Confirmation prompts
Option

Name

main menu

gl_conf_mainmenu

Wording
[I think you said] you want to return to the Main Menu. [Is that correct?]

DialogModule parameters
Parameter

Value

incompletetimeout

1,000 ms

timeout

7,000 ms

bargein

True

maxnomatches

maxnoinputs

Event logging

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Developer notes

1140_HelpForCantDoThat_DM
CustomContext DialogModule™
Entering from
1130 1130_CantDoThat_DM

Prompts
Message Number

Type

Name

Wording

11402

Initial

1140-GLB-HelpForCantDoThatPrompt-Initial1

I’ll try to explain it more. The function you
requested, either change of address or setup of
direct deposit, can be performed only by people
who are currently receiving Social Security
retirement, disability, or survivor benefit
payments. If you don’t meet this requirement, our
agents can’t help you with these functions either,
because Social Security doesn’t maintain address
information for you in our files. If you’ve APPLIED
to receive benefits and need to change your
address, say Agent now and the agent will refer
you to the office that has your pending claim. If
you are neither receiving benefits nor have
applied for benefits, but still need to change the
address to which we send Social Security
statements, you’ll have to do that through the
Internal Revenue Service. The easiest way to do
that is just enter your new address on your tax
return, but if you need to do it sooner, you can use
IRS form 8-8-2-2, which you can get by calling 1800-829-3676. [2 sec pause] If there’s something
else you need to do with Social Security, you can
say Main Menu. If you’re done, just hang up. To
hear this message again, say More Information.

11403

Retry 1

1130-GLB-CantDoThat-PromptRetry1

[Global Default] Please say Main Menu, or just
hang up.

11404

Timeout 1

1130-GLB-CantDoThat-PromptTimeout1

I’m sorry, I didn’t hear anything. Please say Main
Menu, or just hang up.

Option

Vocabulary

DTMF

Action

Confirm.

disable all global grammars for this DM
main menu

main menu

more info

more
information

agent

agent
synonyms

Go to 2212 2212-ThanksBeforeReturn-Msg

If necessary

re-enter this DM

never

Go to 2100 2100-AfterHours-Check

If necessary

question

Confirmation prompts
Message Number

Option

00117

main menu

User Interface Specification

Name

Wording

gl_conf_mainmen
u

[I think you said] you want to return to the Main Menu.
[Is that correct?]

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agent

gl_conf_operator

[I think you said] you want to talk to an agent. [Is that
correct?]

DialogModule parameters
Parameter

Value

incompletetimeout

1,000 ms

timeout

7,000 ms

bargein

True

maxnomatches

maxnoinputs

Event logging
Developer notes

1300-PWDorKB-Check
Branch on Condition
The caller is qualified to use the application and wants to do a change of address or phone. See how we entered the
application – directly from main or indirectly from password services – and branch accordingly.

Entering from
1090-KnowZip-VM

Req ID

Condition

Action

1300-GLB-PWDorKB-ConditionPwdUnsure

IF Main Menu option 2 (COA) OR
option 3 (DD)

Go to: 1310-UsingPwd-Check

1300-GLB-PWDorKB-ConditionUsingPwd

Else IF Main Menu option 4 (Pwd svcs)
plus COA OR plus DD

Go to: 1320-CallPwdAuth-Code

—-

Else impossible condition

—

Event logging

1310-UsingPwd-Check
Branch on Condition
Check the answer to our earlier question about whether the caller plans to use a password.

Entering from
1300-PWDorKB-Check

Req ID

Condition

Action

1310-GLB-UsingPwdCondition-Pwd

IF using password

Go to: 1320-CallPwdAuth-Code

1310-GLB-UsingPwdCondition-KBA

Else using KBA

Go to: 1330-CallKBAuth-Code

Event logging

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Deleted: speak

Change of Address / Direct Deposit

Nuance/Social Security Administration -- Confidential

1320-CallPwdAuth-Code
Entered from 1300-PWDorKB-Check, 1032-HavePwd-VM
Call PwdAuth
no parameters
expect return code of Success or Failure
Go to: 1340-authstatus-Check
Event Logging:

1330-CallKBAuth-Code
Entered from 1310-UsingPwd-Check
Call KBAuth
no parameters
expect return code of Success or Failure
Go to: 1340-authstatus-Check
Event Logging:

1340-authstatus-Check
Branch on Condition
We called one of the authorization routines, either PwdAuth or KBAuth. See what they returned.

Entering from
1320-CallPwdAuth-Code, 1330-CallKBAuth-Code

Req ID

Condition

Action

1340-GLB-authstatusCondition-SuccCOA

IF auth success AND
doing COA

Go to: 1350-CallCOA-Code

1340-GLB-authstatusCondition-SuccDD

else if auth success AND
doing DD

Go to: 1450-CallDD-Code

1340-GLB-authstatusConditionAcctBlockedCOA

else auth failure because
account blocked

NeedAssistanceWith := ValidationFailure

1340-GLB-authstatusCondition-Fail

else auth failure for some
other reasons

Go to: 2100-AfterHours-Check
NeedAssistanceWith := ValidationFailure
Go to: 1500-CantAuth-Msg

Event logging

1350-CallCOA-Code
Entered from 1340-authstatus-Check
Call COA
no parameters
expect return code of Success or Failure
Go to: 1360-checkstatus-Check
Event Logging:

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1360-checkstatus-Check
Branch on Condition
We called the COA or the DD routine. See what it returned.

Entering from
1350-CallCOA-Code, 1450-CallDD-Code

Req ID

Condition

Action

1360-GLB-checkstatus-Condition-Succ

IF Success from COA or DD

Go to: 1370-done-VM

1360-GLB-checkstatus-Condition-Fail

Else DD Failure

Go to: 1365_MI_54

1360-GLB-checkstatus-Condition-Fail

Else COA Failure

Go to: 1510-NowWhat-VM

Event logging

1365 MI 54 Host Transaction
Database Query
Message to host for MI = 54 is to be used if caller enters this state.

Entering from
1360-checkstatus-Check

Condition

Action
Go to: 1510-NowWhat-VM

Event logging

1370-done-VM
VoiceMenu DialogModule™
Change completed successfully. Ask if callers wants anything else.

Entering from
1360-checkstatus-Check

Prompts
Message Number

Type / Name

Wording

13701

1370-GLB-donePrompt-Initial

If you’d like to do something else, you can say Main Menu. Otherwise just hang up.

13702

1370-GLB-donePrompt-Retry1

[Global Default] Please say Main Menu or just hang up.

13703

1370-GLB-donePrompt-Retry2

[Global Default] Please say Main Menu or press nine, or just hang up.

13704

1370-GLB-donePrompt-Timeout1

I’m sorry, I didn’t hear anything. If you’d like to do something else, please say Main
Menu or press nine. Otherwise you can just hang up.

13705

1370-GLB-donePrompt-Timeout2

I’m sorry, I didn’t hear anything. If you’d like to do something else, please say Main
Menu or press nine. Otherwise you can just hang up.

13706

1370-GLB-donePrompt-Help

We’ve collected all your information and sent it off for processing. Now if you’d like to
do something else with this automated system, say Main Menu or press nine.
Otherwise, if you’re finished, you can just hang up.

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Option

Vocabulary

1370-GLB-done-Option-Goodbye

goodbye

DTMF

Action

Confirm.

hang up

Never

thanks
thank you
OK

Confirmation prompts
Option / Name

Wording

none

DialogModule parameters
Parameter

Value

1370-GLB-done-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Event logging
Developer notes

1450-CallDD-Code
Entered from 1340-authstatus-Check
Call DD
no parameters
expect return code of Success or Failure
Go to: 1360-checkstatus-Check
Event Logging:

1500-CantAuth-Msg
Play Prompt
Caller failed authentication. Say so.

Entering from
1340-authstatus-Check

Prompts
Name

Name

Wording

15002

1500-GLBCantAuthPrompt-1

Since I couldn’t validate your identity, we can’t continue with the change you requested.

1000

silence_1000

[1 sec silence]

Deleted: 3

Req ID

Condition

Action

Deleted: 0

1500-GLB-CantAuth-Condition-Always

Always

Go to: 1510-NowWhat-VM

Deleted: 3
Deleted: 3

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Event logging
Developer notes
No barge-in  Check this setting!

1510-NowWhat-VM
VoiceMenu DialogModule™
The caller failed in authentication.

Entering from
1500-CantAuth-Msg

Prompts
Message Number

Type / Name

Wording

15101

1510-GLBNowWhat-PromptInitial

If you'd like to do something else, say Main Menu. If you're done, say Goodbye or just
hang up. [2 sec pause] If you need assistance, say Agent or press zero.

15102

1510-GLBNowWhat-PromptRetry1

[Global Default] Please say Agent or press zero, or say Main Menu or press nine, or
just hang up.

15103

1510-GLBNowWhat-PromptRetry2

[Global Default] Please say Agent or press zero, or say Main Menu or press nine, or
just hang up.

15104

1510-GLBNowWhat-PromptTimeout1

I’m sorry, I didn’t hear anything. There’s nothing more I can help you with in this part
of the system. Please say Agent or press zero, or say Main Menu or press nine, or
just hang up.

15015

1510-GLBNowWhat-PromptTimeout2

I’m sorry, I didn’t hear anything. There’s nothing more I can help you with in this part
of the system. Please say Agent or press zero, or say Main Menu or press nine, or
just hang up.

15106

1510-GLBNowWhat-PromptHelp

There’s nothing more I can help you with in this part of the system. Please say Agent
or press zero, or say Main Menu or press nine, or just hang up.

Option

Vocabulary

1510-GLB-NowWhat-Option-Goodbye

goodbye

DTMF

Action

Confirm.

—

Hang Up

never

—

Hang Up

—

OK
no
max timeout or max retry in this DM

—

add "agent agent" as synonym for "agent"
in this DM

Confirmation prompts
Option / Name

Wording

none

DialogModule parameters
Parameter

Value

1510-GLB-NowWhat-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

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Deleted:

Change of Address / Direct Deposit

Nuance/Social Security Administration -- Confidential

Event logging
Developer notes
Before entry to this DM, discard any speech input that was received.

2010-DMfailure-Msg
Play Prompt
The number of retries or timeouts exceeded the maximum.

Entering from
any DM in this global module

Prompts
Message Numbers

Name

Wording

20101

2010-GLBDMfailurePrompt1

I’m so sorry I’m not able to understand you.

Req ID

Condition

Action

2010-GLB-DMfailure-Condition-Always

Always

NeedAssistanceWith := MaxRetry or MaxTimeout as appropriate
Go to: 1510-NowWhat-VM

Event logging
Developer notes
No barge-in

2100-AfterHours-Check
Branch on Condition
Branches on whether operators are standing by.

Entering from
1036-SystemAvailability-Check, Global Commands Vocabulary

Req ID

Condition

Action

2100-GLB-AfterHours-Condition-During

If During Hours

Go to: 2110-GettingHelpOperator-Msg

2100-GLB-AfterHours-Condition-After

Else After Hours

Go to: 2211-ReturnToMain_or_HangUP-VM

Event logging
Pass NeedAssistanceWith value onto next state

2101-ErrorAfterHours-Check
Branch on Condition
A VoiceGenie error has occurred. Branch according to whether agents are available.

Entering from
anywhere, when a VoiceGenie error occurs

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Req ID

Condition

Action

2101-GLB-ErrorAfterHours-Condition-During

IF During Hours

Go to: 2111-ErrorGettingHelpOperator-Msg

2101-GLB-ErrorAftersHours-Condition-After

Else After Hours

Go to: 2112-ErrorAfterHours-Msg

Event logging
Pass NeedAssistanceWith value onto next state

2110-GettingHelpOperator-Msg
Play Prompt
Call needs assistance from live operator

Entering from
2100-AfterHours-Check

Prompts
Message Number

Condition

Name

Wording

21101

NeedAssistanceWith =
ValidationFailure

2110-GLBGettingHelpOperator
-Prompt1

Hold on while I connect you to someone who
can help you with this.

21102

NeedAssistanceWith =
SysUnavailable

2110-GLBGettingHelpOperator
-Prompt2

I’m sorry, but the system is unavailable at this
time. Please hold while I transfer your call to
someone who can help you.

21103

NeedAssistanceWith =
MaxTimeout or
MaxRetry

2110-GLBGettingHelpOperator
-Prompt3

I’m sorry, but I just don’t seem to understand
you. Let me connect you to an agent who can
help you. Please hold while I transfer your call.

21104

NeedAssistanceWith =
UserRequestedAgent

2110-GLBGettingHelpOperator
-Prompt4

Sure. One moment. I’ll transfer you to someone
who can help.

Condition

Action

Always

Go to: [TRXF TO AGENT]

2110-GLB-GettingHelpOperatorCondition-Always

Event logging
Developer notes
No barge-in. The structure and wording here are taken from the BEVE/MRC application.

2111-ErrorGettingHelpOperator-Msg
Play Prompt
A VoiceGenie error occurred and agents are available.

Entering from
2101-ErrorAfterHours-Check

Prompts
Message Number

Condition

Name

Wording

21111

Always

2111-GLBErrorGettingHelpOperator-Prompt1

I’m sorry, but there’s a problem with the system and
I can’t continue. Hold on while I transfer you to an
agent.

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Req ID

Condition

Action

2111-GLB-ErrorGettingHelpOperator-Condition-1

Always

[TRXF TO AGENT]

Event logging
Developer notes
No barge-in

2112-ErrorAfterHours-Msg
Play Prompt
A VoiceGenie error occurred and agents are NOT available.

Entering from
2101-ErrorAfterHours-Check

Prompts
Message Number

Condition

Name

Wording

21121

Always

2112-GLB-ErrorAfterHoursPrompt1

I’m sorry, but there’s a problem with the system and
I have to hang up now. Please call again during
business hours.

Req ID

Condition

Action

2111-GLB-ErrorGettingHelpOperator-Condition-1

Always

[TRXF TO AGENT]

Event logging
Developer notes
No barge-in

2211-ReturnToMain_or_HangUP-VM
CustomContext
Caller needs assistance with something, but operators are not available. Ask if the caller wants to return to the main
menu or hang up.

Entering from
2100-AfterHours-Check

Prompts
Message Number

Type

Condition

Name

Wording

22110

Initial

NeedAssistanceWith
= SysUnavailable

2211-GLBReturnToMainPrompt-Initial1

I’m sorry, but the system is currently unavailable.
Please try your call again later or try during
business hours if you’d prefer to speak with an
agent. But, if there’s anything else you’d like to
do, say “MAIN MENU”. Otherwise just hang-up.

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22111

NeedAssistanceWith
= ValidationFailure

2211-GLBReturnToMainPrompt-Initial2

Our offices are closed now, but you can call back
to speak with an agent. Agents are available
seven A M to seven P M, Monday through
Friday, except national holidays. [2 sec pause] In
the mean time, if there’s something else you’d
like to do, you can say Main Menu. Otherwise,
just hang up now.

22112

NeedAssistanceWith =
MaxTimeout or MaxRetry

2211-GLBReturnToMainPrompt-Initial3

I’m sorry, but I just don’t seem to understand
you. To speak with an agent, please call back
during business hours. If there’s anything else
you’d like to do, say “MAIN MENU”. Otherwise
you can just hang-up.

22113

NeedAssistanceWith =
UserRequestedAgent

2211-GLBReturnToMainPrompt-Initial4

Unfortunately, our offices are closed. To speak
with an agent, please call back during business
hours. If there’s anything else you’d like to do,
say “MAIN MENU”. Otherwise you can just hangup.

22114

2211-GLB-ReturnToMain-Prompt-Retry1

[Global Default] I’m afraid you’ll have to call
back and speak with an agent during business
hours. In the mean time, if there’s anything else
you’d like to do, say MAIN MENU or press nine.
Otherwise you can just hang-up.

22115

2211-GLB-ReturnToMain-Prompt-Retry2

[Global Default] Unfortunately, there are no
agents available at this time. I’m afraid you’ll
have to call back during business hours. But if
there’s anything else you’d like to do, say MAIN
MENU or press nine. Otherwise you can just
hang up.

22116

2211-GLB-ReturnToMain-Prompt-Timeout1

Sorry, I didn’t hear you and I’m afraid our offices
are currently closed. To speak with an agent,
you’ll have to call back. If there’s anything else
you’d like to do, say MAIN MENU or press nine.
Otherwise you can just hang-up.

22117

2211-GLB-ReturnToMain-Prompt-Timeout2

Sorry, I still didn’t hear you and I’m afraid our
offices are currently closed. To speak with an
agent, you’ll have to call back. If you’d like to
return to the main menu, say MAIN MENU or
press nine. If you’d like to end your call you can
simply hang up.

22118

2211-GLB-ReturnToMain-Prompt-Help

At this point, I’m afraid our offices are closed, so
you’ll have to call back if you’d like to speak with
an agent. But you do have two other options.
You can either say MAIN MENU or press nine,
or you can end the call by simply hanging up.

Option

Vocabulary

DTMF

Action

Confirm.

2211-GLB-ReturnToMain-Option-MainMenu

“Main Menu”

Go to: 2212-ThanksBeforeReturn-Msg

If necessary

2211-GLB-ReturnToMain-Option-Goodbye

“Goodbye”

—

Hang Up

never

Confirmation prompts
Message Number

Name

Wording

22119

2211-GLB-ReturnToMainConfPrompt-MainMenu

[I think you said] you wanted to return to the Main Menu. [Is
that correct?]

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Confirmation Options

Vocabulary

2211-GLB-ReturnToMain-ConfOption-Yes

“Yes [it is]”

DTMF

Confirm.

Never

“[Yes] that’s right”
“Right”
“[That’s] correct”
2211-GLB-ReturnToMain-ConfOption-No

“No [it isn’t]”
“[No] that’s not right”

DialogModule parameters
Parameter

Value

2211-GLB-ReturnToMain-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Event logging
Developer notes
On MaxTimeout, Max Retry or MaxHelp in this DM Hang Up.
Disable Global Command Grammar.
The structure and wording here are taken from the BEVE/MRC application.

2212-ThanksBeforeReturn-Msg
Play Prompt
Thank caller before returning them to the main menu (N8NN).

Entering from
2211-ReturnToMain_or_HangUP-VM

Prompts
Message Number

Name

Wording

22121

2212-GLBThanksBeforeReturnPrompt-Initial

Sure. I’ll transfer you now.

Req ID

Condition

Action

2212-GLB-ThanksBeforeReturn-Condition-Always

Always

transfer to main menu

Event logging
Developer notes
No barge-in

—End of Specification —

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File Type	application/pdf
File Title	SSA COADD UIspec Global
File Modified	2009-06-26
File Created	2009-06-26