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Social Security Administration
Change of Address / Direct Deposit
User Interface Specification
Last Saved: 16 September, 2008

3.8
Change of Address
Transfer of Voice Data Collection

Verizon Business Confidential & Proprietary.
This documentation is extremely sensitive; please limit distribution. No part of this document may be
photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business.

Change of Address / Direct Deposit

Nuance/Social Security Administration -- Confidential

Document History
Date

Spec

App

Summary of Changes

Revised by

12/10/04

1.0

Initial version. The tables are complete, but there is not yet text for retry,
timeout, and help prompts.

Paul Sawyer

12/15/04

1.1

1.0

Paul Sawyer

12/17/04

1.2

1.0

12/21/04

1.3

1.0

1/6/05

1.4

1.0

3/1/05

1.5

1.0

Fix errors found during review:
4010: specify success and failure branching
4020 else condition: should go to 4035.
4030: should go to 4035.
4070: prompt wording change.
4400: moved to the Global spec.
Add prompt text for retry, timeout, help, and confirmation prompts. These
changes are NOT flagged with Word revision marking.
Clarify date range for effective date in 4035. This and other minor
corrections ARE flagged with revision marking.
Minor changes based on review:
* Clarify calculation of effective date.
* Clarify TTS playback of date in 4070.
Fix prompt names in 4040, 4070, 4080, 4300 to remove spurious blanks.
Add Requirement IDs where needed.
Add query of telephone number TYPE (4025).
Fix prompt text that was changed during recording.

3/4/05

1.6

1.0

Revised Requirement IDs in 4040, 4070, 4080, 4300

Steven Ligi

3/9/05

2.0

1.0

1. Add silence spacer in 4035.

Paul Sawyer

05/02/05

2.1

1.0

Change following review.
1. Always confirm the effective date of the address change, and include
the year in the confirmation.

Paul Sawyer

06/03/05

2.2

1.0

Clarify prompt wording for Timeout 2 prompts in 4000 and 4030. These
prompt lack the word "still" but this will have no effect on usability. Spec
change only – no code change required.

Paul Sawyer

06/06/05

2.3

1.0

Clarify that a return to the "caller" is a return to Global, in 4070, 4080,
and 4300.

Paul Sawyer

08/15/2005

2.4

1.0

Single change following the tuning report recommendations.

Nadine Ozkan

Paul Sawyer

DM 4035 – grammar-related change. This is highlighted in
yellow.

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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10/22/05

2.5

1.0

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Changes following second tuning.

Paul Sawyer

1. In 4035, change grammar and prompts to use "as soon as possible"
instead of "immediately". Many people have great difficulty pronouncing
"immediately".
2. In 4030, alter Retry1 prompt to encourage speaking quickly. Also
increase incompletetimeout to 2 secs.
2 Feb 06

2.6

1.0

Changes following Tuning 3:

Paul Sawyer

1. Emphasize that double parsing should be removed in 4035.
4 May 06

2.7

1.0

Added condition to 4030 to ensure extensions are not captured – as the
SSA data exchange protocol contains no such provision.

Phil Profili

22 Aug 06

2.8

1.0

Changes resulting from Tuning 4.

Paul Sawyer

1. 4010: Tweak speech parameters. Add synonym to yes/no grammar.
2. 4025: Add "cellular" as synonym for "other", and adjust confirmation
prompt text.
3. 4030: Tweak speech parameters.
4. 4035: Remove "today" from parallel grammar – it will be picked up by
the regular Date OSDM grammar. Tweak speech parameters
29 Jan 07

2.9

1.0

Added message numbers to all prompts

Sean Stallings
VZB

21 May 07

28 June 07

2.91

2.92

1.0

Removed 4300

Sean Stallings

Updated 4070

VZB

Updated Message Number 40305

Sean Stallings
VZB

29 June 07

2.93

1.0

Corrected typo/formatting errors in 4050

Sean Stallings

06 Sept 07

2.94

1.0

Removed Global Defaults from retry 1 and retry 2 prompts

Sean Stallings

VZB

VZB
08 Sept 07

2.95

1.0

Added Wording to 4010 directing the reader to see the Address
DialogModule Technical Supplement for the actual wording of the
Nuance Address OSDM.

Sean Stallings

17 Oct 07

2.96

1.0

Added global default tag to all retry 1 and 2 prompts

Sean Stallings

VZB

VZB
24 Oct 07

2.97

1.0

Added Global Behavior Chapter. This was done to clarify the purpose of
DM 4300 COADMfailure-MSG.
Re-Inserted DM 4300 COADMfailure-Msg. This DM is used to route
callers who reach maximum timeouts/ retries.

29 Oct 07

28 Feb 08

04 Mar 08

2.98

2.99

3.0

1.0

Sean Stallings
VZB

Added “still” to message 40005 in DM 4000

Sean Stallings

Changed confirmation from “always” to “never” for 4035-COAGetEffDate-Option-Immediately in 4035

VZB

Added DM 3999

Sean Stallings

Added DM 4005

VZB

Added in new logic for Check Condition modules

Sean Stallings
VZB

10 Mar 08

3.1

1.0

Updated 4005; Corrected reporting information for “if else” conditions.

4 Apr 08

3.2

1.0

Updated 3999 Check Null Condition, clarified wording for routing
conditions.

Sean Stallings
VZB

User Interface Specification

COA-TVDC v3.8

16 September 2008

Sean Stallings

3 of 18

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VZB
11 Apr 08

14 Apr 08

3.3

3.4

1.0

In order to assure that re-use items are properly reported, in Check Null
Condition, if TVDC items to collect = 0, the call must then route to the
next Check Condition Module.

Sean Stallings

Since addresses captured in other parts of the application may or may
not be the callers actual place of residence, it ahs been decided NOT to
re-use address. Removed Module 3999, removed Module 4005.

Sean Stallings

28 Apr 08

3.5

1.0

Added privacy statement to Section 2.1

01 May 08

3.6

1.0

Added reporting strings modules 4000, 4010, 4025, 4030, 4035.

02 May 08

3.7

1.0

Corrected reporting stings, replaced KBPW with COAD

VZB

VZB
Sean Stallings
VZB
Sean Stallings
VZB
16
September
08

3.8

1.0

Added Verizon proprietary statement to title page and all page headers.

Sean Stallings
VZB

User Interface Specification

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Table of Contents
Chapter 1:

Introduction .........................................................................................................6

Chapter 2:

Global Behavior ...................................................................................................7
2.1 Privacy ........................................................................................................................................7
2.2 Time-outs and Retries ..............................................................................................................7

Chapter 3:

Detailed Dialog Specification .............................................................................8
3.1 Call-Flow Tables .......................................................................................................................8
4000-ChgWhat-VM ..................................................................................................................8
4010-GetAdrs-VM....................................................................................................................9
4020-NeedPhone-Check ........................................................................................................11
4025-PhoneType-VM.............................................................................................................11
4030-GetPhone-VM ...............................................................................................................13
4035-GetEffDate-VM ............................................................................................................14
4040-Sending-Msg ..................................................................................................................16
4050-DatabaseSend-DB .........................................................................................................16
4060-CheckDBstatus-Check..................................................................................................16
4070-SaySuccess-Msg .............................................................................................................17
4080-SayFailure-Msg...............................................................................................................17
4300-COADMfailure-Msg.....................................................................................................18

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Chapter 1: Introduction
This document is one part of a set of documents that describe the user interface for the
Social Security Administration (SSA) Change of Address (COA) and Direct Deposit (DD)
application. This document describes only the interaction for change of address and phone
number. The call flow has passed through initial introduction and caller qualification, and
also through one of the two forms of caller authentication (password or knowledge base)
before getting to this section
Note that this entire section is CALLED by the global part of the application and returns to
it. The only entry point to this section is the beginning DM, 4000. Exit from this section is
by RETURN to the caller.

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Chapter 2: Global Behavior
Formatted: Bullets and Numbering

2.1

Privacy
No information collected in this application is considered sensitive.

2.2

Time-outs and Retries
If callers reach maximum timeouts or retries they will be sent to 4300-COADMfailure-Msg
and then routed back to Global. For all other global behavior see chapter 4 in the Change of
Address/Direct Deposit Global user interface document.

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Chapter 3: Detailed Dialog Specification
3.1

Call-Flow Tables
Deleted: 4005- Get Address Check
Condition

Formatted: Normal

4000-ChgWhat-VM
VoiceMenu DialogModule™
Caller has said they want to change address or phone number, and they’ve been qualified and authenticated. Ask
which things they want to change.
This DM is the entry point for the COA section of the application.

Entering from

Deleted: 1350 in the Global section

Global (1350-CallCOA-Code)

Prompts
Message Numbers

Type / Name

Wording

40001

4000-COA-ChgWhat-Prompt-Initial

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

40002

4000-COA-ChgWhat-Prompt-Retry1

[global default] Please say Change My Address, Change
My Phone Number, or Change Both.

40003

4000-COA-ChgWhat-Prompt-Retry2

[global default] Please say Change My Address, Change
My Phone Number, or Change Both.

40004

4000-COA-ChgWhat-Prompt-Timeout1

I'm sorry, I didn't hear anything. Please say Change My
Address, Change My Phone Number, or Change Both.

40005

4000-COA-ChgWhat-Prompt-Timeout2

I'm sorry, I still didn't hear anything. Please say Change
My Address, Change My Phone Number, or Change
Both.

40006

4000-COA-ChgWhat-Prompt-Help

I need to know what you want to update. Please say
Change My Address, Change My Phone Number, or
Change Both.
DTMF

Option

Vocabulary

4000-COA-ChgWhat-Option-Addr

change [my]
address

change [my]
phone [number]

[change] both
[address and
phone [number]]

Action

Confirm.

NeedPhone := false

If necessary

Go to:
4010-GetAdrs-VM

4000-COA-ChgWhat-Option-Phone

4000-COA-ChgWhat-Option-Both

NeedPhone := true

If necessary

Go to: 4025-PhoneType-VM
NeedPhone := true

If necessary

Go to:
4010-GetAdrs-VM

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Confirmation prompts
Message Numbers

Option / Name

Wording

40007

4000-COA-ChgWhat-ConfPrompt-Addr

[I think you said] you want to change your address. [Is
that correct?]

40008

4000-COA-ChgWhat-ConfPrompt-Phone

[I think you said] you want to change your phone number.
[Is that correct?]

40009

4000-COA-ChgWhat-ConfPrompt-Both

[I think you said] you want to change both your address
and your phone number. [Is that correct?]

DialogModule parameters
Parameter

Value

4000-COA-ChgWhat-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Event logging
Record = U-COAD-DM_4000-(Call Duration at start),T-COAD-

0000 = Success
0001 = Error

-Call duration at
process end

0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested Main
Menu
0311 = Caller Requested Agent

Developer notes
There are no hints at keypad alternatives to speech here and throughout. The caller will need for speech to work in order to make
an address change. If they can't be recognized for the simple utterances of this DM, they will fail later in the Address DM, so may as
well fail them now and save them time.

Deleted: ,

4010-GetAdrs-VM
Address DialogModule™
Get an address from the caller.
This table represents the use of the Address OSDM, a complex dialog module that begins by asking the caller for a
zip code then loading grammar tables for street lookup based on that zip code. For details, refer to “Address
DialogModule Technical Supplement”. That document lists default prompt wording and default parameter values.

Entering from

Deleted: 4000-ChgWhat-VM

4000-ChgWhat-VM

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Prompts
Type / Name

Wording

any changes to the default prompts for the
Address OSDM will be specified here

Option

Vocabulary

4010-COA-GetAdrs-Option-done

—

DTMF

—

Action

Confirm.

if successful in collection an address
Go to: 4020-NeedPhone-Check
else
Go to: 4080-SayFailure-Msg

—

Confirmation prompts
Option / Name

Wording

any changes to the default confirmation
prompts for the Address OSDM will be
specified here

For Address OSDM prompting see Address DialogModule Technical Supplement

DialogModule parameters
Parameter

Value

4010-COA-GetAdrs-Parameter
any changes to the default parameters for the Address OSDM will be
specified here
collectfortranscription

FALSE

overallconfirmation

ALWAYS

incomplete timeout

2250 msec

max speech duration

20,000 msec

augment yes/no grammar

accept "that's correct" as synonym for "yes"

Event logging
Record = U-COAD-DM_4010-(Call Duration at start),T-COAD-

0000 = Success
0001 = Error

-Call duration at
process end

0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested Main
Menu
0311 = Caller Requested Agent

Developer notes
In street address:
set SWI_scoreDelta to +200 to increase bias towards utterance, -200 to decrease (downweight) bias towards utterance in grammar
e.g. AGENT=’agent’; SWI_scoreDelta=-200agent

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4020-NeedPhone-Check
Branch on Condition
If caller earlier said to “change both”, go collect the phone number.

Entering from
4010-GetAdrs-VM

Req ID

Condition

Action

4020-COA-NeedPhone-Condition-Need

IF NeedPhone

Go to: 4025-PhoneType-VM

4020-COA-NeedPhone-Condition-DontNeed

Else

Go to: 4035-GetEffDate-VM

Event logging

4025-PhoneType-VM
VoiceMenu DialogModule™
Ask caller what type of phone, or if they have no phone.

Entering from
4000-ChgWhat-VM, 4020-NeedPhone-Check

Prompts
Message Numbers

Type / Name

Wording

40251

4025-COA-PhoneType-Prompt-Initial

For your telephone change, I need to know the type of
telephone number it is, or if you don't have a telephone.
Please say Home, Work, Attorney, Other, or No Phone.

40252

4025-COA-PhoneType-PromptRetry1

[global default] Please say Home, Work, Attorney, Other, or
No Phone.

40253

4025-COA-PhoneType-PromptRetry2

[global default] Please say Home or press one, say Work or
press two, Attorney or press three, or Other or press four. If
you don't have a phone, say No Phone or press five.

40254

4025-COA-PhoneType-PromptTimeout1

I'm sorry, I didn't hear anything. Please say Home or press
one, say Work or press two, Attorney or press three, or say
Other or press four. If you don't have a phone, say No Phone
or press five.

40255

4025-COA-PhoneType-PromptTimeout2

I'm sorry, I still didn't hear anything. If you're unsure, say
Question or press the star key. If you need assistance, say
Agent or press zero. Otherwise, please say Home or press
one, say Work or press two, Attorney or press three, or Other
or press four. If you don't have a phone, say No Phone or
press five.

40256

4025-COA-PhoneType-Prompt-Help

I'll try to help. You said you'd like to change your telephone
number in our records, and to do that I need to also know what
type of number you're giving me. Most people will choose
Home or Work, but you can also say Attorney if your affairs are
legally handled by someone else. If you HAVE a phone but
none of these types is right, you can say Other. And if you
don't have a phone at all right now, you can say No Phone. So
let's try it again. Please say Home, Work, Attorney, Other, or
No Phone.

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DTMF

Option

Vocabulary

4025-COA-PhoneType-Option-Home

home [phone | telephone]

Action

Confirm.

PhoneType := home

If necessary

Go to: 4030-GetPhone-VM
4025-COA-PhoneType-Option-Work

work [phone | telephone]

4025-COA-PhoneType-Option-Attorney

attorney [phone | telephone]

If necessary

PhoneType := work
Go to: 4030-GetPhone-VM
PhoneType := attorney

If necessary

Go to: 4030-GetPhone-VM
4025-COA-PhoneType-Option-Other

other [phone | telephone]

(cell | cellular) (phone |
telephone)
4025-COA-PhoneType-Option-NoPhone

If necessary

PhoneType := other
Go to: 4030-GetPhone-VM

no [phone | telephone]

I don't have a [phone |
telephone]

PhoneType := nophone

If necessary

Go to: 4035-GetEffDate-VM

Confirmation prompts
Message Numbers

Option / Name

Wording

40257

4025-COA-PhoneTypeConfPrompt-Home

[I think you said] home phone. [Is that correct?]

40258

4025-COA-PhoneTypeConfPrompt-Work

[I think you said] work phone. [Is that correct?]

40259

4025-COA-PhoneTypeConfPrompt-Attorney

[I think you said] attorney. [Is that correct?]

40260

4025-COA-PhoneTypeConfPrompt-Other

[I think you said] it's some OTHER type of number. [Is that correct?]

40261

4025-COA-PhoneTypeConfPrompt-NoPhone

[I think you said] that you don't have a phone. [Is that correct?]

DialogModule parameters
Parameter

Value

4025-COA-PhoneType-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Event logging
Record = U-COAD-DM_4025-(Call Duration at start),T-COAD-

0000 = Success
0001 = Error

-Call duration at
process end

0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested Main
Menu
0311 = Caller Requested Agent

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Developer notes

4030-GetPhone-VM
Phone DialogModule™
Collect phone number.

Entering from
4000-ChgWhat-VM, 4020-NeedPhone-Check

Prompts
Message Number

Type / Name

Wording

40301

4030-COA-GetPhone-PromptInitial

What’s your new phone number with area code?

40302

4030-COA-GetPhone-PromptRetry1

[global default] Starting with the area code, please enter or
say your new phone number quickly like this: 617-555-1234.
Go ahead.

40303

4030-COA-GetPhone-PromptRetry2

[global default] Starting with the area code, please enter or
say your new phone number.

40304

4030-COA-GetPhone-PromptTimeout1

I'm sorry, I didn't hear anything. Starting with the area code,
please enter or say your new phone number.

40305

4030-COA-GetPhone-PromptTimeout2

I'm sorry, I still didn't hear anything. Starting with the area
code, please enter or say your new phone number.

40306

4030-COA-GetPhone-PromptHelp

I need to know your new phone number with area code. If
you don't know your new phone number, you can just hang
up now and call again later when you do have it. If you have
your new phone number, please speak it now, or enter it on
your telephone keypad, beginning with the area code.

Option

Vocabulary

DTMF

Action

Confirm.

4030-COA-GetPhone-Option-Phone

<#>

Go to: 4035-GetEffDate-VM

always

Confirmation prompts
Message Numbers

Option / Name

Wording

4030-COA-GetPhoneConfPrompt-Phone

Default confirmation, as handled by DialogModule™, using
CPR for the digit string, with the digits grouped like a phone
number.

DialogModule parameters
Parameter

Value

4030-COA-GetPhone-Parameter
Listen for long distance (10-digit phone numbers)

Yes

Listen for local (7-digit phone numbers)

Listen for X11 (411, 511, 611, and 911)

Listen for extensions

after_end_of_speech_timeout (incompletetimeout)

2500 ms  note non-default value

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

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max speech duration

12,000 msec

Event logging
Record = U-COAD-DM_4030-(Call Duration at start),T-COAD-

0000 = Success
0001 = Error

-Call duration at
process end

0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested Main
Menu
0311 = Caller Requested Agent

Developer notes
Note we always confirm.

4035-GetEffDate-VM
Date DialogModule™
Ask caller when change should be effective

Entering from
4020-NeedPhone-Check, 4030-GetPhone-VM

Prompts
Message Numbers

Type / Name

Wording

40351

4035-COA-GetEffDate-Prompt-Initial

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

40352

4035-COA-GetEffDate-Prompt-Retry1

[global default] Please say As Soon As Possible, or say a
specific date in the next three months, such as April
fifteenth.

40353

4035-COA-GetEffDate-Prompt-Retry2

[global default] If your change is effective now, please say
As Soon As Possible. If your change will be effective later,
please say a calendar date, such as April fifteenth.

40354

4035-COA-GetEffDate-Prompt-Timeout1

I'm sorry, I didn't hear anything. If your change is effective
now, please say As Soon As Possible. If your change will be
effective later, please say a calendar date, such as April
fifteenth.

40355

4035-COA-GetEffDate-Prompt-Timeout2

I'm sorry, I still didn't hear anything. If your change is
effective now, please say As Soon As Possible. If your
change will be effective later, please say a calendar date,
such as April fifteenth. [4 sec pause] If you need assistance,
say Agent or press zero.

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40356

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4035-COA-GetEffDate-Prompt-Help1

For the change you've told me about, I need to know when it
will be effective. If the change is already effective, just say
As Soon As Possible. [2 sec pause] If the change will be
effective more than three months from now, you can't make
that change yet and you'll need to hang up and call back
closer to the time the change will be effective.

00500

silence_500

[500 ms silence]

40357

4035-COA-GetEffDate-Prompt-Help2

If the change will be effective within the next three months,
just say a calendar date, such as April fifteenth. Please say
As Soon As Possible, or say a calendar date.

Option

Vocabulary

4035-COA-GetEffDate-Option-Date

DTMF

4035-COA-GetEffDate-OptionImmediately

as soon as possible

<...>

Action

Confirm.

if date is before current date, set
date to current date

Always

Go to: 4040-Sending-Msg
—

right away

Never

set to current date
Go to: 4040-Sending-Msg

Confirmation prompts
Message Numbers

Req ID

Option

Name / Wording

4035-COA-GetEffDateConfPrompt-Date

Date

Confirm full date including year.

Result

DialogModule parameters
Parameter

Value

4035-COA-GetEffDate-Parameter
date_reference_date

System date

date_range_allowed_earliest

(current date) – 1 year  see note

date_range_allowed_latest

last day of (current_month + 3 months)

date_range_expected_earliest

current date

date_range_expected_latest

last day of (current_month + 3 months)

date_disambiguation_mode

ASSUME_CLOSEST

after_end_of_speech_timeout (incomplete timeout)

1500 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Event logging
Record = U-COAD-DM_4035-(Call Duration at start),T-COAD-

0000 = Success
0001 = Error

-Call duration at
process end

0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested Main
Menu
0311 = Caller Requested Agent

User Interface Specification

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Developer notes
Note that date_range_allowed_earliest allows dates before current date. This allows callers to say an earlier date when the change
was effective in their minds. Such earlier dates should be set to the current date without comment to the caller.
Note: Remove the prefix “ummm” from the date grammar (which attracts “immediately” utterances)
Avoid double parsing – remove duplicate grammars or duplicate vocabulary.

4040-Sending-Msg
Play Prompt
Tell caller we’re sending info and it might take a bit.

Entering from
4020-NeedPhone-Check, 4030-GetPhone-VM

Prompts
Message Number

Name

Wording

40401

4040-COA-Sending-Prompt1

Great! Hold on while I send your information. This may take a few
seconds.

Req ID

Condition

Action

4040-COA-Sending-Condition-Always

Always

Go to: 4050-DatabaseSend-DB

Event logging
Developer notes
No barge-in

4050-DatabaseSend-DB
Database Query
Send the new address and / or phone number to the back end.

Entering from
4040-Sending-Msg

Input Field

Description

new address
new phone number

Output Field

Description

success / failure status

Req ID

Condition

Action

4050-COA-DatabaseSend-Condition-Always

always

Go to: 4060-CheckDBstatus-Check

Event logging

4060-CheckDBstatus-Check
Branch on Condition
See what the backend returned.

User Interface Specification

COA-TVDC v3.8

16 September 2008

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Nuance/Social Security Administration -- Confidential

Entering from
4050-DatabaseSend-DB

Req ID

Condition

Action

4060-COA-CheckDBstatus-Condition-Succ

IF Success

Go to: 4070-SaySuccess-Msg

4060-COA-CheckDBstatus-Condition-Fail

Else Failure

Go to: 4080-SayFailure-Msg

Event logging

4070-SaySuccess-Msg
Play Prompt
Send to backend succeeded. Tell caller.

Entering from
4060-CheckDBstatus-Check

Prompts
Message Number

Name

Wording

40701

4070-COA-SaySuccess-Prompt1

OK, the update was accepted. Your information change has been
sent for processing which may take up to three business days. As
you requested, this change will be effective on ...

4070-COA-SaySuccess-Prompt2

[TTS playback of date collected in 4035-GetEffDate-VM]

Req ID

Condition

Action

4070-COA-SaySuccess-Condition-Always

Always

set return code to Success
return to Global (1350-CallCOA-Code)

Event logging
Developer notes
No barge-in

4080-SayFailure-Msg
Play Prompt
The Send to the backend failed. Tell the caller.

Entering from
4060-CheckDBstatus-Check

Prompts
Message Number

Name

Wording

40801

4080-COA-SayFailure-Prompt1

I’m sorry, something isn’t working so I couldn’t send your
update for processing.

Req ID

Condition

Action

4080-COA-SayFailure-Condition-Always

Always

set return code to Failure
return to Global (1350-CallCOA-Code)

Event logging
Developer notes
No barge-in

User Interface Specification

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16 September 2008

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4300-COADMfailure-Msg
Play Prompt
Some DM in this section got too many retries or too many timeouts.

Entering from
any DM in this section

Prompts
Name

Wording

4300-COA-COADMfailure-Prompt1

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

Req ID

Condition

Action

4300-COA-COADMfailure-Condition-Always

Always

set return code to Failure
return to Global (1350-CallCOA-Code)

Event logging
Developer notes
No barge-in

—End of Specification —

User Interface Specification

COA-TVDC v3.8

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Social Security Administration
Change of Address / Direct Deposit
User Interface Specification
Last Saved: February 2, 2009

Direct Deposit

2.23

Change of Address / Direct Deposit

Verizon Business-- Confidential

Document History
Date

Spec

App

Summary of Changes

Revised by

01/10/05

1.0

Initial version.

Paul Sawyer

01/18/05

1.1

1.0

Changes based on review and submitted comments:

Paul Sawyer

Advise callers up front about the types of accounts that are acceptable
(6000 and 6010) and get them to confirm that they have such an
account.
Remove the "second chance" for account ownership (6020) since the
new wording in 6000 and 6010 is more explicit.
Remove "other" as an option for account type.
Add keypad hints in more places. The general rule is to offer keypad
hints in retry 2 and timeout 1 and 2.
Add "as soon as possible" as an option for effective month, with a
keypad alternative of 1.
Remind callers that the bank routing number is usually the left-most
number at the bottom of a check.
Change final wording for both success (6210) and failure (6220). This
wording may change — SSA is pondering it.
03/01/05

1.2

1.0

Change 6130 to a Custom Context DM and use a list of valid routing
numbers for the grammar. Delete 6140 and 6150 which are now
obsolete.

Paul Sawyer

Revise prompt text that was changed during recording.
03/04/05

1.3

1.0

Revised Requirement IDs in 6000, 6030, 6110, 6170, 6200, 6210, 6220,
6300

Steven Ligi

03/11/05

2.0

1.0

1. Inserted missing word “be” in 6000 prompt1.

Paul Sawyer

2. Add spacer silence prompts to 6100, 6160.
04/11/05

2.1

1.0

Changes following usability testing.

Paul Sawyer

1. Change prompts in 6130 to encourage callers to speak quickly. Also
lengthen timeout values.
2. Remove the questions about whether caller has bank numbers, since
we do it in Global. 6100, 6110, 6120.
3. Combine 6010 and 6040, ask only one question.
4. Change 6050 calculation of possible effective months, and warn about
the ambiguity of ASAP.
04/22/05

2.2

1.0

Changes following review.

Paul Sawyer

1. Mark 6100 as obsolete. (See item 2 in previous changes.)
2. Change text of 6210 Prompt1 to say it may not happen before next
payment.

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04/25/05

2.3

1.0

“Administrative” fixes to bugs found by Q/A.

Paul Sawyer

06/03/05

2.4

1.0

1. Clarify wording of confirmation prompt in 6160. Spec change only –
no code change required.

Paul Sawyer

2. Change 6130 (collection of bank routing number) to ALWAYS confirm,
at request of SSA. This IS a code change.
08/15/2005

2.5

1.0

In 6040, remove condition on playing success prompts, so that success
prompts are always played. Code was already implemented this way.
(Paul Sawyer)

Paul Sawyer &
Nadine Ozkan

Change following tuning report recommendations (Nadine Ozkan):

10/20/2005

2.6

1.0

Prompt changes are in red (style : Table: RevisedRecordings)

Other changes (grammar or confirmation play-back) are
highlighted in yellow.

Changes following second tuning, and other changes requested by SSA.
(All previous revision marking and highlighting removed.)

Paul Sawyer

1. Reword 6210-DD-Success-Prompt1 to discourage callers from calling
back or calling a field office to verify that the change happened.
2. In 6050, specify that recognition grammar should include the current
month and treat it the same as "as soon as possible".
10/25/05

2.7

1.0

1. Change of policy from SSA: Change prompt 6210-DD-SuccessPrompt1 to omit suggestion for following up by using Password Services.
Just say it will "take about three business days."

Paul Sawyer

2. Correct the explanation in 6050 regarding which month names are
recognized and how they are mapped.
2 Feb 06

2.8

1.0

Changes following Tuning 3:

Paul Sawyer

1. Emphasize that double parsing should be avoided in 6040, 6160.
21 Mar 06

2.9

1.0

Corrected wording of prompt 6050-DD-EffectiveMonth-Prompt-

Phil Profili

Help
22 Aug 06

2.10

1.0

Changes resulting from Tuning 4.

Paul Sawyer

1. 6040: Remove Agent from global grammar for this DM. Tweak prompt
accordingly.
2. 6050: Remove Agent from global grammar for this DM. Tweak prompt
accordingly.
3. 6130: Tweak prompts to clarify we need info for the NEW bank.
Remove Agent synonyms from global grammar for this DM. Change
confirmation to "if necessary". Tweak speech parameters.
4. 6160: Note concern that max speech duration may not be what is
shown in this spec.
29 Jan 07

2.11

1.0

Added message numbers to all prompts

Sean Stallings
VZB

01 May 07

2.12

1.0

Updated 6210 per Nuances direction

Sean Stallings
VZB

21 May 07

2.13

1.0

6050 updated, corrected minor typographical errors.

Sean Stallings
VZB

22 Aug 07

2.14

1.0

Updated title and header

Sean Stallings
VZB

06 Sep 07

2.15

1.0

User Interface Specification

Corrected number for message number 60536

DD_2 23

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Sean Stallings

3 of 20

Change of Address / Direct Deposit

24 Oct 07

29 Feb 08

17 Apr 08

01 May 08

2.16

1.0

2.17

1.0

2.18

1.0

2.19

1.0

Verizon Business-- Confidential

Removed default globals from retry 1 and retry 2 prompts

VZB

Added Global Behavior chapter. This was done to clarify the purpose of
DM 6300-DDDMfailure-Msg

Sean Stallings

Added privacy statement to Global Behavior chapter.

Sean Stallings

Updated DM 6160, added note telling developer to set privacy flag to
true.

VZB

Updated Module 6160, reduced silence from 1 second to 2.

Sean Stallings

Updated Module 6210, reduced silence from 1 second to 2.

VZB

Added reporting strings to dialogue modules 6040, 6050, 6130, 6160.

VZB

Sean Stallings
VZB

02 May 08

2.20

1.0

Corrected reporting strings in all dialogue modules, replaced KBPW with
COAD.

Sean Stallings
VZB

Updated module 6130; added confidentiality note to module notes.
21 August
08

2.21

16
September
08

2.22

02
February
09

2.23

1.0

Highlighted Barge-in changes in pink

Sean Stallings
VZB

1.0

Added Verizon proprietary statement to title page and all page headers.

Sean Stallings
VZB

1.0

Updated Header

Sean Stallings
VZB

User Interface Specification

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Table of Contents
Chapter 1:

Introduction .........................................................................................................6

Chapter 2:

Global Behavior ...................................................................................................7
2.1 Privacy ........................................................................................................................................... 7
2.2 Time-outs and Retries................................................................................................................. 7

Chapter 3:

Detailed Dialog Specification .............................................................................8
3.1 Call-Flow Tables .......................................................................................................................... 8
6000-IntroDD-Msg..................................................................................................................... 8
6030-CantHelp-Msg.................................................................................................................... 8
6040-WhatType-VM ................................................................................................................... 9
6050-EffectiveMonth-VM ....................................................................................................... 10
6130-GetRouting-VM............................................................................................................... 15
6160-GetAccount-VM.............................................................................................................. 17
6170-SendingNow-Msg ............................................................................................................18
6200-SendDDinfo-DB .............................................................................................................18
6210-Success-Msg...................................................................................................................... 19
6220-Failure-Msg....................................................................................................................... 19
6300-DDDMfailure-Msg.......................................................................................................... 20

User Interface Specification

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Chapter 1: Introduction
This document is one part of a set of documents that describe the user interface for the
Social Security Administration (SSA) Change of Address (COA) and Direct Deposit (DD)
application. This document describes only the interaction for Direct Deposit (DD). The call
flow has passed through initial introduction, caller qualification, and authentication
(password or knowledge-based) before getting to this section.
Note that this entire section is jumped into from the global part of the application and
returns to it. The only entry point to this section is the beginning DM, 6000. Exit from this
section is by RETURN to Global.

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Chapter 2: Global Behavior
2.1

Privacy
Bank Account Number is considered confidential. The confidential flag should be set to
true for all dialog modules collecting this information from the caller.

2.2

Time-outs and Retries
If callers reach maximum timeouts or retries they will be sent to 6300-DDDMfailure-Msg
and then routed back to Global. For all other global behavior see chapter 4 in the Change of
Address/Direct Deposit Global user interface document.

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Chapter 3: Detailed Dialog Specification
3.1

Call-Flow Tables

6000-IntroDD-Msg
Play Prompt
Introduce caller on entry to the DD service.

Entering from
Global (1450CallDD-Code)

Prompts
Message Numbers

Name

Wording

60001

6000-DD-IntroDD-Prompt1

Let's move on to your direct deposit information. For direct
deposit, you'll need a CHECKING, SAVINGS, or INVESTMENT
account that YOU own. It must be a type of account that has a
BANK ROUTING number and an ACCOUNT number, and from
which you can withdraw funds.

Req ID

Condition

Action

6000-DD-IntroDD-Condition-Always

Always

Go to: 6040-WhatType-VM

Event logging
Developer notes
No barge-in

6030-CantHelp-Msg
Play Prompt
Caller says doesn't have an account s/he owns. Say sorry we can't help them.

Entering from
6040-WhatType-VM

Prompts
Message numbers

Name

Wording

60301

6030-DD-CantHelpPrompt1

I'm afraid we can't set up direct deposit for you until you have a checking,
savings, or investment account that you own.

Req ID

Condition

Action

6030-DD-CantHelp-Condition-Always

Always

Return to Global (1450CallDD-Code)

Event logging
Developer notes
No barge-in

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6040-WhatType-VM
VoiceMenu DialogModule™
Caller has a personally-owned bank account. Ask 'em what type it is.

Entering from
6000-IntroDD-Msg

Prompts
Message Numbers

Type / Name

Wording

60401

6040-DD-WhatType-Prompt-Initial

So, tell me the type of account: Checking, Savings, or
Investment. Or say Question, or I Don’t Have One.

60402

6040-DD-WhatType-Prompt-Retry1

Please say Checking, Savings, or Investment.

60403

6040-DD-WhatType-Prompt-Retry2

Please say Checking or press one, Savings or press two, or
Investment or press three. You can also say Question or
press the star key.

60404

6040-DD-WhatType-Prompt-Timeout1

I'm sorry, I didn't hear anything. Please say Checking or
press one, Savings or press two, Investment or press three,
or Question or press star.

60405

6040-DD-WhatType-Prompt-Timeout2

I'm sorry, I still didn't hear anything. You can say Question or
press star if you need more information.

60407

6040-DD-WhatType-Prompt-Help

Here are a few details that may help. In order to set up direct
deposit of your benefits to a bank or investment account,
you must have a checking, savings, or investment account
that you own. We can’t deposit into other types of accounts,
nor can we deposit into an account owned by someone else.
I need to know the TYPE of account it is so that we and the
bank are sure that we use the correct account. So please
say Checking, or Savings, or Investment, or I Don’t Have
One.

50394

6040-DD-WhatType-Prompt-Success

Got it.
DTMF

Option

Vocabulary

Action

Confirm.

6040-DD-WhatType-Option-checking

[it's a] checking [account]

remember the value
play Success prompt
Go to: 6050-EffectiveMonth-VM

If necessary

6040-DD-WhatType-Option-savings

[it's a] savings [account]

remember the value
play Success prompt

If necessary

Go to: 6050-EffectiveMonth-VM
6040-DD-WhatType-Optioninvestment

[it's an] investment
[account]

remember the value
play Success prompt

If necessary

Go to: 6050-EffectiveMonth-VM
6040-DD-WhatType-Option-DontHave

I don’t have one

Go to: 6030-CantHelp-Msg

if necessary

remove Agent synonyms
from global grammar for
this DM.

Confirmation prompts
Message Numbers

60408
60409

User Interface Specification

Option / Name

Wording

6040-DD-WhatType-ConfPromptchecking

[I think you said] checking. [Is that correct?]

6040-DD-WhatType-ConfPrompt-savings

[I think you said] savings. [Is that correct?]

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60410

6040-DD-WhatType-ConfPromptinvestment

[I think you said] investment. [Is that correct?]

60411

6040-DD-WhatType-ConfPromptDontHave

[I think you said] you don’t have such an account. [Is that
correct?]

DialogModule parameters
Parameter

Value

6040-DD-WhatType-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Event logging
Record = U-COAD-DM_6040-(Call Duration at start),T-COAD-

0000 = Success
0001 = Error

-Call duration at
process end

0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested Main
Menu
0311 = Caller Requested Agent

Developer notes
Bias the grammar toward "checking". Set the confidence threshold a little higher so we don't get false acceptances.
“One Step Correction” strategy should be available to the Caller (e.g., “No, checking”) – This means both the collection grammar
and the confirmation grammar are active during the confirmation phase. (This can be done as a parallel grammar.)
Set SWI_scoreDelta to +200 to increase bias towards utterance, -200 to decrease (downweight) bias towards utterance in grammar
e.g. AGENT=’agent’; SWI_scoreDelta=-200agent
Avoid double parsing – remove duplicate grammars or duplicate vocabulary

6050-EffectiveMonth-VM
VoiceMenu DialogModule™
Ask caller for effective month. Give them a choice of three specific months based on the current date.

Entering from
6040-WhatType-VM

Prompts
60501

User Interface Specification

Type / Name

Wording

6050-DDEffectiveMonthPrompt-Initial

I need to know when this direct deposit change should be effective. You can
say As Soon As Possible, or you can say ...

6050-DDEffectiveMonthPrompt-MonthChoices

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60502

60503

60504

60505

60506

60507

60508

Verizon Business-- Confidential

6050-DDEffectiveMonthPrompt-Retry1

Please say ”As Soon As Possible”, or say *** just a month ***, among the
following ...

6050-DDEffectiveMonthPrompt-MonthChoices

as above

6050-DDEffectiveMonthPrompt-Retry2

The effective month for your direct deposit change must be one of these
choices. Please say “As Soon As Possible” or press one, or say *** just a
month ***, among these: ...

6050-DDEffectiveMonthPrompt-MonthChoices

as above

6050-DDEffectiveMonthPrompt-Timeout1

I'm sorry, I didn't hear anything. The effective month for your direct deposit
change must be one of these choices. Please say “As Soon As Possible” or
press one, or say *** just one of the following months *** ...

6050-DDEffectiveMonthPrompt-MonthChoices

as above

6050-DDEffectiveMonthPrompt-Timeout2

I'm sorry, I still didn't hear anything. You can say Question or press star if you
need more information. Otherwise say “As Soon As Possible” or press one, or
say *** just a month, among these ***:

6050-DDEffectiveMonthPrompt-MonthChoices

as above

6050-DDEffectiveMonthPrompt-Help

The effective month for your direct deposit change must be one of the months
I've listed, which is as soon as possible but no more than three months from
now. If this is not what you wanted, you can start over by saying Main Menu.
Otherwise, please say **just** one of these:

6050-DDEffectiveMonthPrompt-MonthChoices

as above

6050-DDEffectiveMonthPrompt-Success1

Sure, ...

—

6050-DDEffectiveMonthPrompt-Success2

... is fine.

6050-DDEffectiveMonthPrompt-Success3

OK, it will be as soon as possible, but that might or might not be for your
NEXT benefit payment, depending on several factors.
Concatenated prompts for months

60509

6050-DDEffectiveMonthPrompt-ASAP

... as soon as possible ...

60510

6050-DDEffectiveMonthPrompt-JanMed

... January, ...

60511

6050-DDEffectiveMonthPrompt-JanFin

... or January.

60512

6050-DDEffectiveMonthPrompt-FebMed

... February, ...

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60513

6050-DDEffectiveMonthPrompt-FebFin

... or February.

60514

6050-DDEffectiveMonthPrompt-MarMed

... March, ...

60516

6050-DDEffectiveMonthPrompt-MarFin

... or March.

60517

6050-DDEffectiveMonthPrompt-AprMed

... April, ...

60518

6050-DDEffectiveMonthPrompt-AprFin

... or April.

60519

6050-DDEffectiveMonthPrompt-MayMed

... May, ...

60520

6050-DDEffectiveMonthPrompt-MayFin

... or May.

60521

6050-DDEffectiveMonthPrompt-JunMed

... June, ...

60522

6050-DDEffectiveMonthPrompt-JunFin

... or June.

60523

6050-DDEffectiveMonthPrompt-JulMed

... July, ...

60524

6050-DDEffectiveMonthPrompt-JulFin

... or July.

60525

6050-DDEffectiveMonthPrompt-AugMed

... August, ...

60526

6050-DDEffectiveMonthPrompt-AugFin

... or August.

60527

6050-DDEffectiveMonthPrompt-SepMed

... September, ...

60528

6050-DDEffectiveMonthPrompt-SepFin

... or September.

60529

6050-DDEffectiveMonthPrompt-OctMed

... October, ...

60530

6050-DDEffectiveMonthPrompt-OctFin

... or October.

60531

6050-DDEffectiveMonthPrompt-NovMed

... November, ...

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60532

6050-DDEffectiveMonthPrompt-NovFin

... or November.

60533

6050-DDEffectiveMonthPrompt-DecMed

... December, ...

60534

6050-DDEffectiveMonthPrompt-DecFin

... or December.

DTMF

Option

Vocabulary

Action

Confirm.

Note: Constrain the grammar to the
valid months plus ASAP and
synonyms! See Note.

—

The caller will be reminded of the valid
choices in the retry prompts.

—

6050-DD-EffectiveMonth-Option-ASAP

as soon as
possible

use current month plus 1

if necessary

play Success3 prompt

right now

Go to: 6130-GetRouting-VM

immediately
today
6050-DD-EffectiveMonth-Option-Jan

January

—

remember choice
Go to: 6130-GetRouting-VM

If necessary

6050-DD-EffectiveMonth-Option-Feb

February

—

remember choice

If necessary

Go to: 6130-GetRouting-VM
6050-DD-EffectiveMonth-Option-Mar

March

—

remember choice

If necessary

Go to: 6130-GetRouting-VM
6050-DD-EffectiveMonth-Option-Apr

April

—

remember choice

If necessary

Go to: 6130-GetRouting-VM
6050-DD-EffectiveMonth-Option-May

May

—

remember choice

If necessary

Go to: 6130-GetRouting-VM
6050-DD-EffectiveMonth-Option-Jun

June

—

remember choice

If necessary

Go to: 6130-GetRouting-VM
6050-DD-EffectiveMonth-Option-Jul

July

—

remember choice

If necessary

Go to: 6130-GetRouting-VM
6050-DD-EffectiveMonth-Option-Aug

August

—

6050-DD-EffectiveMonth-Option-Sep

September

—

remember choice

If necessary

Go to: 6130-GetRouting-VM
remember choice

If necessary

Go to: 6130-GetRouting-VM
6050-DD-EffectiveMonth-Option-Oct

October

—

remember choice

If necessary

Go to: 6130-GetRouting-VM
6050-DD-EffectiveMonth-Option-Nov

November

—

remember choice

If necessary

Go to: 6130-GetRouting-VM
6050-DD-EffectiveMonth-Option-Dec

December

—

remember choice

If necessary

Go to: 6130-GetRouting-VM
remove Agent synonyms
from global grammar for
this DM

User Interface Specification

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Confirmation prompts
Message Numbers

Option / Name

Wording

60535

6050-DD-EffectiveMonthConfPrompt-ASAP

[I think you said] as soon as possible. [Is that correct?]

60536

6050-DD-EffectiveMonthConfPrompt-Jan

[I think you said] January. [Is that correct?]

60537

6050-DD-EffectiveMonthConfPrompt-Feb

[I think you said] February. [Is that correct?]

60538

6050-DD-EffectiveMonthConfPrompt-Mar

[I think you said] March. [Is that correct?]

60539

6050-DD-EffectiveMonthConfPrompt-Apr

[I think you said] April. [Is that correct?]

60540

6050-DD-EffectiveMonthConfPrompt-May

[I think you said] May. [Is that correct?]

60541

6050-DD-EffectiveMonthConfPrompt-Jun

[I think you said] June. [Is that correct?]

60542

6050-DD-EffectiveMonthConfPrompt-Jul

[I think you said] July. [Is that correct?]

60543

6050-DD-EffectiveMonthConfPrompt-Aug

[I think you said] August. [Is that correct?]

60544

6050-DD-EffectiveMonthConfPrompt-Sep

[I think you said] September. [Is that correct?]

60545

6050-DD-EffectiveMonthConfPrompt-Oct

[I think you said] October. [Is that correct?]

60546

6050-DD-EffectiveMonthConfPrompt-Nov

[I think you said] November. [Is that correct?]

60547

6050-DD-EffectiveMonthConfPrompt-Dec

[I think you said] December. [Is that correct?]

DialogModule parameters
Parameter

Value

6050-DD-EffectiveMonth-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Event logging
Record = U-COAD-DM_6050-(Call Duration at start),T-COAD-

0000 = Success
0001 = Error

-Call duration at
process end

0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested Main
Menu
0311 = Caller Requested Agent

User Interface Specification

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Developer notes
Code must calculate the two specific months based on current date and SSA business practices.
The prompt MonthChoices is then the concatenation of the first month in medial inflection, and the second month in final inflection.
If caller picks a valid month without confirmation, play the success 1 and 2 sequence at the end. Always play the Success 3 prompt
if caller says ASAP.
“One Step Correction” strategy should be available to the Caller (e.g., “No, February”) – This means both the collection grammar
and the confirmation grammar are active during the confirmation phase. (This can be done as a parallel grammar.)
The grammar that should be accepted includes "as soon as possible" (ASAP) and its synonyms, the two specific months calculated
above, the current month, and any additional months between the current month and the first of the calculated months. For
example, if a call is received toward the end of September, the valid months are November and December, but the grammar should
include September, October, November, December, and the ASAP synonyms, and September and October should be mapped the
same as ASAP. The current month is not prompted, but it should be recognized and handled the same as ASAP.
Also, if possible, add to the above grammar optional prefixes: "it should be effective in" and "ahh".

6130-GetRouting-VM
Custom Context DialogModule™
Ask the caller for the bank routing number.

Entering from
6050-EffectiveMonth-VM

Prompts
Message Number

Type / Name

Wording

61301

6130-DDGetRoutingPrompt-Initial

Please say the nine digit routing number for your NEW bank quickly like this: 1
2 3 – 4 5 6 – 7 8 9. Go ahead.

61302

6130-DDGetRoutingPrompt-Retry1

... or the number you gave me isn't a valid routing number. Please be sure
you're giving me the ROUTING number for your NEW bank and not your
ACCOUNT number. Please say the routing number quickly.

61303

6130-DDGetRoutingPrompt-Retry2

... or that's still not a valid routing number. If you aren't sure, say Question
and I'll help you out. Otherwise, please say the nine-digit routing number or
enter it on your keypad.

61304

6130-DDGetRoutingPrompt-Timeout1

I'm sorry, I didn't hear anything. Please say the nine-digit bank routing number
or enter it on your keypad.

61305

6130-DDGetRoutingPrompt-Timeout2

I'm sorry, I still didn't hear anything. Please say the nine-digit bank routing
number or enter it on your keypad.

61306

6130-DDGetRoutingPrompt-Help

OK, here's a detail that may help. 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. So ... what's your bank routing number?

Option

Vocabulary

6130-DD-GetRouting-Option-Digits

DTMF

—

Action

Confirm.

Go to: 6160-GetAccount-VM

If necessary

remove Agent synonyms
from global grammar for
this DM.

User Interface Specification

DD_2 23

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Change of Address / Direct Deposit

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Confirmation prompts
Message Number

Option / Name

Wording

61307

6130-DDGetRoutingConfPrompt-Digits

[I think you said] [Is that correct?]
Note: Add 100 ms silence between each digits file (i.e. triplets) – This value
may need to be revised at the next tuning phase.

DialogModule parameters
Parameter

Value

6130-DD-GetRouting-Parameter
termchar

entry_list

minimum_length

maximum_length

restrict_to_entries

FALSE

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

incompletetimeout

2500  Note increased value. Check this!

Interdigittimeout

default + 500 ms

low confidence rejection threshold

.300

high confidence threshold

.900

max speech duration

20,000 msec

Event logging
Record = U-COAD-DM_6130-(Call Duration at start),T-COAD-

0000 = Success
0001 = Error

-Call duration at
process end

0002 = Max No Input
0003 = Max No
Match
0200 = Caller Hang
Up
0303 = Max No
Confirm
0304 = Max Help
0310 = Caller
Requested Main Menu
0311 = Caller
Requested Agent

Developer notes
Note that because recognition is against a list of valid routing numbers, it is not possible for the caller to say and confirm a
number that is not in the list. If the list continues to be unreliable, we may have to switch to pure digit recognition of 9-digit
strings.

Set Confidential Flag to TRUE

User Interface Specification

DD_2 23

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Change of Address / Direct Deposit

Verizon Business-- Confidential

6160-GetAccount-VM
Digits DialogModule™
Ask the caller for the bank account number.

Entering from
6130-GetRouting-VM

Prompts
Message Number

Type / Name

Wording

6160-DD-GetAccount-PromptInitial

Now please enter your bank account number on the keypad followed by
the pound key, or speak the account number clearly, one digit at a time.

61602

6160-DD-GetAccount-PromptRetry1

Please enter your account number on your keypad followed by the
pound key, or say the number one digit at a time.

61603

6160-DD-GetAccount-PromptRetry2

Please enter your account number on your keypad followed by the pound
key, or say the number one digit at a time.

61604

6160-DD-GetAccount-PromptTimeout1

I'm sorry, I didn't hear anything. Please enter your account number on
your keypad followed by the pound key, or say the number one digit at a
time.

61605

6160-DD-GetAccount-PromptTimeout2

I'm sorry, I still didn't hear anything. If you're uncertain, say Question or
press star. If you need assistance, say Agent or press zero. [2 sec
pause] Otherwise, please enter your account number on your keypad
followed by the pound key, or say the number one digit at a time.

61606

6160-DD-GetAccount-PromptHelp1

OK, here's a detail that may help. On the bottom of your check, 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.

1000

silence_1000

[1 sec silence]

6160-DD-GetAccount-PromptHelp2

< same as 6160-DD-GetAccount-Prompt-Initial>

61601

Option

Vocabulary

DTMF

Action

Confirm.

6160-DD-GetAccount-Option-Digits

<...>

Go to: 6170-SendingNow-Msg

Always

Confirmation prompts
Message Number

Option / Name

Wording

6160-DD-GetAccountConfPrompt-Digits

Default confirmation, as handled by DialogModule™, using CPR for the
digit string. The result is "I think you said N N ... N. Is that correct?"
Note: Add 100 ms silence between each digits file (i.e. single, pair and
triplets) – This value may need to be revised at the next tuning phase.

DialogModule parameters
Parameter

Value

6160-DD-GetAccount-Parameter
termchar

entry_list

minimum_length

maximum_length

restrict_to_entries

FALSE

before_begin_of_speech_timeout

7,000 ms

User Interface Specification

DD_2 23

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Change of Address / Direct Deposit

Verizon Business-- Confidential

allowing_barge_in

True

incompletetimeout

3000 ms  Note increased incompletetimeout.

Swirec_max_speech_duration

45000ms (default is 40000ms) CHECK THIS!

Event logging
Record = U-COAD-DM_6160-(Call Duration at start),T-COAD-

0000 = Success

-Call duration at
process end

0001 = Error
0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested Main
Menu
0311 = Caller Requested Agent

Developer notes

Set Confidential Flag to TRUE
Note that confirmation is ALWAYS.
Avoid double parsing – remove duplicate grammars or duplicate vocabulary.

6170-SendingNow-Msg
Play Prompt
Tell caller to hold on while we send the numbers to the database.

Entering from
6160-GetAccount-VM

Prompts
Message Number

Name

Wording

61701

6170-DD-SendingNowPrompt1

Hold on while I send your information for processing. This may
take a few seconds.

Req ID

Condition

Action

6170-DD-SendingNow-Condition-Always

Always

Go to: 6200-SendDDinfo-DB

Event logging
Developer notes
No barge-in

6200-SendDDinfo-DB
Database Query
Send the numbers collected to the database, and check the result.

User Interface Specification

DD_2 23

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Change of Address / Direct Deposit

Verizon Business-- Confidential

Entering from
6170-SendingNow-Msg

Input Field

Description

bank routing number
bank account number

Output Field

Description

success / failure status

Req ID

Condition

Action

6200-DD-SendDDinfo-Condition-Success

IF send succeeded

Go to: 6210-Success-Msg

6200-DD-SendDDinfo-Condition-Failure

Else

Go to: 6220-Failure-Msg

Event logging
Developer notes

6210-Success-Msg
Play Prompt
Tell caller the send succeeded.

Entering from
6200-SendDDinfo-DB

Prompts
Message Number

Name

Wording

62101

6210-DD-SuccessPrompt1

OK, your information has been sent for processing, which will take about three
business days.

1000

silence_1000

[1 seconds silence]

Req ID

Condition

Action

6210-DD-Success-Condition-Always

Always

set return code to SUCCESS
Return to Global (1450CallDD-Code)

Event logging
Developer notes
No barge-in.

6220-Failure-Msg
Play Prompt
Tell caller that the send failed.

Entering from
6200-SendDDinfo-DB

User Interface Specification

DD_2 23

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Verizon Business-- Confidential

Prompts
Message Number

Name

Wording

62201

6220-DD-FailurePrompt1

I'm sorry, for some reason I'm not able to send your request right now. You might
want to try again later.

Req ID

Condition

Action

6220-DD-Failure-Condition-ALways

Always

set return code to FAILURE
Return to Global (1450CallDD-Code)

Event logging
Developer notes
No barge-in

6300-DDDMfailure-Msg
Play Prompt
All DM failures due to max retries or max timeouts within the DD service should transfer here.

Entering from
Any DM in the DD service.

Prompts
Message Number

Name

Wording

59001

6300-DDDDDMfailurePrompt1

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

Req ID

Condition

Action

6300-DD-DDDMfailure-Condition-Always

Always

set return code to FAILURE
Return to Global (1450CallDD-Code)

Event logging
Developer notes
No barge-in

—End of Specification —

User Interface Specification

DD_2 23

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Social Security Administration
Change of Address / Direct Deposit
User Interface Specification
Last Saved: December 1, 2008

Knowledge-Based
Authorization
TNRS

4.10

Change of Address / Direct Deposit

Nuance/Social Security Administration -- Confidential

Document History
Date

Spec

App

Summary of Changes

Revised by

12/20/04

1.0

Initial version.

Paul Sawyer

Minor corrections to prompt styles and formatting.
Filled in missing prompt text at 5150.
Fixed prompt names in 5040, 5900 (KBA instead of GLB).
Filled in list of U.S. territories.
Changes based on review of 1/12/05:
Clarify the transfer of control between the Global section and
this section – removed use of the word "caller" to mean
transfer of control and reserve that word for humans dialing the
telephone.
Add separate prompts within 1090 to handle different values of
parameter which_name.
Correct GO TO error in 1000: if names_to_collect is LAST and
spelling_only is true, then go to 1010.
Correct GO TO error in 1060: If BOTH and names_to_collect is
FIRST_LAST, then go to 1070.
Clarify different kinds of confirmation prompts in 1070.
Add Requirement IDs where needed, mostly. Requirement IDs
are mostly not included in the GetName procedure because it
reflects code that is being reused from BEVE. The nested
conditionals in these DMs prevent the simple addition of
Requirement IDs, and restructuring the DM specifications
would put the DM specs out of sync with the existing code.
Change prompt name suffixes in 1090 to be more consistent
with other DMs for the Full, Alt , and Maiden variations.
Fix prompt wording as adjusted during the recording session.
Change 5010 confirmations to "never" as is usual for yes/no
dialogs.
Revised Requirement IDs in 5020, 5100, 5130, 5220, 5260,
5900, 1005, 1010, 1020, 1030, 1040, 1050, 1060, 1070, 1090,
1300, 1400
1. Removed MaxNoMatch row from 1060. Normal max retries
behavior applies to this DM – goes to 1300.
2. Added clarification comment in 5210 for default confirmation
prompt.
3. Add success prompt for Yes in 5010.
4. Add success prompt for Yes in 5130.
5. Add success prompt for Yes in 5210.
6. Disable DTMF input for yes/no confirmation in 5020 (SSN
input).
7. Add silence spacer prompts in 5200.
Changes following user testing.
1. Change prompts in 5020 to encourage callers to speak
numbers quickly. Test participants came with the belief that the
needed to speak s-l-o-w-l-y in order for the system to
understand them, when in fact they were hitting timeouts due
to speaking or punching keys too slowly. Also change timeout
values.
2. Similar changes in 1010 and 1030 to encourage callers to
spell faster.

Paul Sawyer

01/06/05

1.1

1.0

02/18/05

1.2

1.0

03/04/05

1.3

1.0

03/09/05

2.0

1.0

04/11/05

2.1

1.0

Knowledge Based Authorization-v 4.10

1 December 2008

Paul Sawyer

Steven Ligi

Paul Sawyer

2 of 50

Change of Address / Direct Deposit

Nuance/Social Security Administration -- Confidential

Paul Sawyer

1.0

Changes following review.
1. Show increased timeout value in 1030 (as in 1010)
2. Remove extra space between letters in 1040 spelling.
Fixes to “administrative” bugs.
1. Fix prompt file names in 1040 – two prompts with same
name.
2. Clarified timeout values in 5020 (getting SSN) and restore
DTMF input for confirmation.

1.0

1. Fix prompt text that changed during recording.

Paul Sawyer

04/22/05

2.2

1.0

05/02/05

2.3

05/06/05

2.4

Paul Sawyer

2. Remove superfluous "Got it" from beginning of 5200. Calls
to GetName always end with an acknowledgement, so no need
to further acknowledge the user input of a name.
06/16/05

2.5

1.0

1. Clarify in 5900 that it handles DM failures only in the main
part of KBA, not within GetName which has it's own failure
handler (1300).

Paul Sawyer

2. Clarify the values of maxnomatches and maxnoinputs within
GetName.
3. 5150 prompt is set to short silence. The failure message to
the caller has already been played within GetName.
08/12/2005

2.6

1.0

Changes (Paul Sawyer):
1.

In 1090, fix Nomatch1 & 2 prompts to have generic
wording ("the" instead of "your") so that they prompts
work for caller’s last name, caller’s alternate name,
and mother’s maiden last name.

Paul Sawyer &
Nadine Ozkan

Changes following the tuning report recommendations (Nadine
Ozkan):

08/18/2005

2.7

1.0

Prompt changes are in red (style : Table:
RevisedRecordings)

Structural changes are highlighted in yellow:
Replaced all GetName DMS (i.e. DMs
1000, 1005, 1010, 1020, 1030, 1040,
1050, 1060, 1070, 1090, 1300 and 1400)
by new DMs corresponding to the Name
OSDM version 2.0.1.

The inclusion of the Name OSDM also
affects parameters passing in DMs 5030,
5110 and 5140.

Changes highlighted in yellow (highlights from previous version
have been removed)
-

Knowledge Based Authorization-v 4.10

Nadine Ozkan

Changes to the Name OSMD specs:
o

Changes to DMs : 1070 and 1080 –
conditions and actions descriptions are
clarified.

DMs 1005 and 1020: removed the
“NoMatch” condition

DMs 5030, 5110 and 5140: Changes to parameters
passed to Name OSDM (exitfailureprompt and
exitsuccessprompts parameter). Correspondingly
added a note about the exit success prompt in 1400.

Prompt 1005-KBA-SayLastName-Promptinitialprompt3-maiden: Minor prompt change.

1 December 2008

3 of 50

Change of Address / Direct Deposit

10/22/05

2.8

Nuance/Social Security Administration -- Confidential

1.0

Changes following tuning 2.

Paul Sawyer

1. Speech parameter changes in Name DMs:
1005_SayLastName, 1020_SayFirstName,
1010_SpellLastName, 1030_SpellFirstName.
2. Add synonyms in 1060_GetMistake.
3. In 1070_RespellFirst and 1080_RespellLast, suggest adding
silence between letters in playback of spelling.
4. In 5130, suggest adding silence between parts of the date
readback, and suggest supporting one-step correction in
confirmation..
5. Remove the word "spelled" from the prompts for say-andspell in 1005 and 1020. The grammar for the Name OSDM
does not include "spelled".
11 Dec 05

2.9

1.0

1. Restore name collection in Error! Reference source not
found. To use old code and tables instead of Name OSDM.
These are NOT marked as revisions.

Paul Sawyer

2. Simplified 5020 Confirmation Retry and Confirmation
Timeout prompts to use what can be implemented: I think you
said . Is that correct?”
3. Edit prompt text of 5900-KBA-Dmfailure-Prompt1 to match
what was recorded.
2 Feb 06

2.10

1.0

Changes following Tuning 3:

Paul Sawyer

1. Specify one-step correction in 5130, 5200, 1070, 1090.
2. Clarify that global grammars should not be active during
name collection (1005, 1010, 1020, 1030, 1070, 1090).
3. In 5020, add synonyms to catch OOVs. Add “Yes or No” to
end of Initial prompt.
4. Tweak prompts in 1005, 1010, 1020 to emphasize what
caller should do.
5. Change (or re-emphasize) barge-in sensitivity in several
Name collections.
5 Feb 06

2.11

1.0

Add support for blocked accounts. Affects 5230, and adds
5270.

15 Feb 06

2.12

1.0

Changes following discussions and reviews: (previous revision
marking left in place for SSA and CPT review):

Paul Sawyer

Remove restriction in 5130 on date of birth.
Paul Sawyer

1. Back out recommendation for one-step correction in 5130,
1070, 1090. These were recommended back in Tuning 2 but
are difficult to implement and not essential, so will be removed
for now.
2. Revised prompt in 5000 to encourage callers to stick with
automation.

Knowledge Based Authorization-v 4.10

1 December 2008

4 of 50

Change of Address / Direct Deposit

21 Aug 06

Nuance/Social Security Administration -- Confidential

2.13

1.0

Changes as a result of Tuning 4.

Paul Sawyer

1. 5010: Remove agent synonyms from grammar. Tweak
prompt to emphasize that exact dollar amount is needed
(saves problems in 5210).
2. 5020: Increase incomplete timeout and max speech duration
values.
3. 5020: Specify some optional prefixes to a SSN. Change low
confidence threshold.
4. 1005: Tweak prompt to emphasize both saying and spelling.
Tweak speech parameters.
5. 1005, 1010, 1020, 1030: Tweak speech parameters.
6. 1060: Add synonyms. Disable global commands.
7. 1070: Tweak speech parameters.
8. 5130: Tweak prompts to encourage correct statement of the
date. Remove unneeded grammar options in dates. Remove
global grammars.
9. 5200: Tweak prompt to encourage saying just STATE.
Disable global Agent and Main Menu. Disable Agent from
confirmation grammar.
10. 5210: Tweak speech parameters. Add "I don't know"
option.
19 Jan 07

2.14

1.0

Added Message Numbers to all prompts

04 May 07

2.15

1.0

Made minor corrections to 1010, 1060, 1070,1090

Sean Stallings
VZB
Sean Stallings
VZB

24 May 07

2.16

1.0

Made correction 5200

Sean Stallings
VZB

19 July 07

2.16

1.0

Made correction 5000

Carol
Cummings
VZB

3 Aug 07

2.17

1.0

Removed “Quickly” from 50332 – 1030-SpellFirstName-VM

Carol Cummings

Removed “Please” from 50333 - 1030-SpellFirstName-VM

VZB

Added “Please say Yes or No” - 1040 ConfirmName Help
Prompt
Moved “Now” - 50208 (5020-KBA-GetSSNumber-ConfPromptSSN2)
15 Aug 07

2.18

1.0

Updated 50346

22 Aug 07

2.19

1.0

Updated Title and Headers

Sean Stallings
VZB
Sean Stallings
VZB

06 Sept 07

2.20

1.0

Removed global defaults from retry 1 and retry 2 prompts

08 Oct 07

2.21

1.0

Updated 1090 to resolve prompting issue for callers who have
not spelled their first or last name yet.

Sean Stallings

Added [Global Default] note to all retry 1 and 2 prompts (except
for name capture)

Sean Stallings

Sean Stallings
VZB

15 Oct 07

2.22

Knowledge Based Authorization-v 4.10

1.0

1 December 2008

VZB

5 of 50

Change of Address / Direct Deposit

Nuance/Social Security Administration -- Confidential

17 Oct 07

2.23

1.0

Corrected No Input/No match change to Timeout/ Retry

Sean Stallings

19 Oct 07

2.24

1.0

Updated message 50367

Sean Stallings

20 Feb 08

2.25

1.0

Added Check Condition modules, 5015, 5090, 5120, 5140,,
5190, 5205, 900

Sean Stallings

VZB

Added Privacy note to module notes for DM 5020, 5130, 5200,
5210, 1005, 1010, 1020, 1030, 1070, 1090

VZB

Added counter increment reporting to module notes for DM
5020, 5130, 5200, 5210, 1005, 1010, 1020, 1030, 1070, 1090
26 Feb 08

2.26

1.0

Added DM 4999

Sean Stallings

Corrected Pathing for Name Collection Process

VZB

Added DM 900
27 Feb 08

2.27

1.0

Removed Name Collection DM’s (900-1400)

Sean Stallings

Added Name capture prompting/format from 1099

VZB

28 Feb 08

2.28

1.0

Updated DM’s 5035, 5045, 5090, 5140, changed confirmation
from “if necessary” to ALWAYS.

Sean Stallings

04 March 08

2.29

1.0

Added Privacy section the Global Behavior chapter

Sean Stallings

VZB

VZB
10 March 08

2.3

1.0

Updated 5000 with new wording informer callers that they need
to know the exact dollar amount of their last benefits payment.
Removed 5010

Sean Stallings
VZB

Updated 5005, 5030, 5040, 5090, 5120, 5135, 5190, 5205;
Corrected reporting information for “if else” conditions.
19 March 08

2.31

1.0

Added new module, 5215 CantProceed-Msg.

25 Mar 08

2.32

1.0

Corrected reporting string in module 5120

Sean Stallings
VZB
Sean Stallings
VZB

04 Apr 08

11 Apr 08

2.33

2.34

1.0

Clarified wording for 4999 Check Null Condition

Sean Stallings

Removed module 5025

VZB

In order to assure that re-use items are properly reported, in
Check Null Condition, if TVDC items to collect = 0, the call must
then route to the next Check Condition Module.

Sean Stallings
VZB

Prompt 50306 has been corrected.
Module 5190 has been updated, added module note stating
that DTMF 9 is disabled for this module.
1 May 08

2.35

1.0

Added reporting string to modules 5020, 5035, 5045, 5100,
5110, 5130, 5140, 5200. 5210.

Sean Stallings

12 May, 2008

2.36

1.0

Added reference to Reverse ANI lookup, per SARA, part 3.

Peter Modesto

Knowledge Based Authorization-v 4.10



Added module 5003 to perform lookup



Added text to Developer notes in module 5035 to
reference use of parallel verification grammar for first
name built from results of reverse ANI look-up



Added text to Developer notes in module 5045 to
reference use of parallel verification grammar for
family name built from results of reverse ANI look-up

1 December 2008

VZB

Nuance

6 of 50

Change of Address / Direct Deposit

Nuance/Social Security Administration -- Confidential

12 May, 2008

2.37

1.0

Corrections from internal review: broken links, etc.

14 May 2008

2.38

1.0

Added “avoidsamemistake” to Global descriptions, 2.3

Kim Rothlis

Adjusted reporting tag in DM 5003 Reverse ANI Lookup

VZB

15 May 2008

2.38

1.0

Made minor grammatical error updates and adjusted the
reporting triggers to have 4 digits (i.e. 0000 = success)

Becky Stallings,

29 May 2008

2.39

1.0

Note how we will handle multiple first names and initials in first
name collection using reverse ANI lookup (DM 5003).

Peter Modesto,

VzB

Nuance

30 May 2008

2.40

1.0

Added additional rules in handling of name collection using
Reverse ANI Lookup (DM 5003)

Kim Rothlis

2 June 2008

2.41

1.0

Clarification provided to handling of last name collection using
Reverse ANI Look up (DM 5003)

Kim Rothlis

24 June 08

2.42

1.0

Moved Module 5003 Reverse-ANI Look up. Is now 5032
Reverse-ANI Look up. ANI Look up should not occur until after
5030-GetFirstName Check Condition.

Sean Stallings

11 July 2008

2.43

1.0

Updated module 4999, added in correct routing for ‘If TVDC
Items to collect= 0” condition, now routes to module 5003.

Sean Stallings

Moved Reverse ANI Look up module, it is now located just
before the Social Security Check Condition module.

VzB

VZB

23 July 2008

2.44

1.0

Updated Module 5003, added new field ‘reporting’. Re-inserted
module notes erroneously removed in 2.42

Sean Stallings

04
September
2008

4.0

1.0

BBN Findings Effort

Sean Stallings

Knowledge Based Authorization-v 4.10

Updated module 5100, updated retry 2,
message 51003

Updated modules 5035, 5045, 5110, 5140,
updated confirmation retry message 82055

Highlighted all BBN Findings changes in
Green

1 December 2008

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2008

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4.01

1.0

Merged KBA_v3.04_TNRS and KBA_4 UI’s.

Sean Stallings

Updated module 4999, added in correct routing for ‘If TVDC
Items to collect= 0” condition, now routes to module 5003.

VZB

Moved Reverse ANI Look up module, it is now located just
before the Social Security Check Condition module.
Broke Module 5035 GetFirstName into A and B sections, Say
and Spell and Spell Only – for TNRS effort
Broke Module 5045 GetLastName into A and B sections, Say
and Spell and Spell Only – for TNRS effort
Broke Module 5110 GetAltName into A and B sections, Say
and Spell and Spell Only – for TNRS effort
Added Module 5115 PostSSN-DB – for TNRS effort
Updated Module 5003, added new field ‘reporting’. Re-inserted
module notes erroneously removed in 2.42
Added REQ ID’s to modules 5035A, 5035B, 5045A, 5045B,
5110A, 5110B – for TNRS effort.
Added explanatory note to top of modules 5035A, 5035B,
5045A, 5045B, 5110A, 5110B – for TNRS effort.
Updated Modules 5110 A and 5110 B, corrected message
name for confirmation apology, corrected ‘condition’ field for
confirmation apology and success messages – this resolves
tickets 22308 and 22307.
Updated Modules 5045 A and 5045 B, corrected ‘condition’
field for confirmation apology and success messages – for
TNRS effort – this resolves tickets 22306 and 22305.
Updated Module 5120, added module 5100 to ‘entering from’
field – this resolves ticket 22309.
Updated module 5135, updated ‘entering from’ field to show
that callers will be entering in from module 5130-DOB Check
Condition – this resolves ticket 22311.
TNRS changes highlighted in Yellow
Verizon Business proprietary statement added to title page and
page footers.
Updated Module 5110B, removed [global default] tag from retry
1/timeout 1. Because wording for this is contained in the
message itself, the apology was playing twice – this resolves
ticket 22347.
Updated Module 5035A and 5035B, corrected typo in
confirmation apology condition field – this resolves ticket 22349
22
September
2008

4.02

30
September
2008

4.03

Knowledge Based Authorization-v 4.10

1.0

Updated Module 5045B, corrected typo in ReqID field for the
confirmation apology prompt.

Sean Stallings

Updated module 5140, updated wording for Retry 1 prompt.
Since the name OSDM works best with spell only on the retry,
new prompting will no longer ask callers to say and spell their
name.

Sean Stallings

1 December 2008

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4.04

1.0

Updated module 5045A, added more explanation in module
description, corrected typo’s in timeout 1 and 2 message
names.

Sean Stallings
VZB

Updated module 5045B, corrected typo in Confirmation
Apology message name.
Updated module 5110A, added more explanation in module
description.
Updated module 5140, added correct text to confirmation retry
2, message 82055. Highlighted this change in Green.
7 October
2008

4.05

21 October
2008

4.06

1.0

Updated module 5110A, ‘Confirmation’ section ‘Action’ field
now shows to play confirmation apology prompt on ‘no’ – this
resolves ticket 22422.

Sean Stallings

Updated module 5035A; Added note to Action field for ‘Max
Retry’, now plays [Global Default] message on exit. Updated
‘action’ column for Confirmation section, removing notes adding
‘no’ on confirmation condition.

Sean Stallings

VZB
VZB

Updated module 5035B; consolidated initial 1 and initial 2,
since callers will not be entering on a condition. Updated
‘action’ column for Confirmation section, removing notes adding
‘no’ on confirmation condition.
Updated module 5045A; Added note to Action field for ‘Max
Retry’, now plays [Global Default] message on exit. Updated
‘action’ column for Confirmation section, removing notes adding
‘no’ on confirmation condition.
Updated module 5045B; consolidated initial 1 and initial 2,
since callers will not be entering on a condition. Updated
‘action’ column for Confirmation section, removing notes adding
‘no’ on confirmation condition.
Updated module 5110A; Added note to Action field for ‘Max
Retry’, now plays [Global Default] message on exit. Updated
‘action’ column for Confirmation section, removing notes adding
‘no’ on confirmation condition.
Updated module 5110B; consolidated initial 1 and initial 2,
since callers will not be entering on a condition. Updated
‘action’ column for Confirmation section, removing notes adding
‘no’ on confirmation condition.

29 October
2008

4.07

1.0

Updated module 5115; consolidated all ‘max retry’ and ‘no on
confirmation’ conditionals, since conditions are no longer in
use. Conditions now only reference first, last and alt name.
Added REQID’s to modules 4999, 5000, 5003, 5005,5155,
5030, 5040, 5050, 5090, 5120, 5135, 5190, 5200, 5205.
Renamed ‘name’ column as ‘REQID’ in all modules that did not
already have a REQID column. Removed ‘name’ column from
modules that had both.

Sean Stallings

VZB

Renamed ‘option’ column as ‘REQID’ in all modules that did not
already have a REQID column. Removed ‘option’ column from
modules that had both
4 November
2008

4.08

1.0

Updated module 5115, added parameters for reporting
associated app ID.

Sean Stallings

7 November
2008

4.09

1.0

Updated modules 5035A, 5035B, 5045A, 5045B, 5110A,
5110B. Corrected REQID columns to show the current
requirement ID’s being used by SSA.

Sean Stallings

Knowledge Based Authorization-v 4.10

1 December 2008

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4.10

Knowledge Based Authorization-v 4.10

1.0

COADD/BEVE-MRC Tuning 2 Effort-Recommendations From
Nuance
1)

Updated module 5035B, added entry to ‘Module
Notes’ stating that confidence levels for this module
should be set to .400.

Updated module 5045B, added entry to ‘Module
Notes’ stating that confidence levels for this module
should be set to .400.

Updated module 5110B, added entry to ‘Module
Notes’ stating that confidence levels for this module
should be set to .400.

1 December 2008

Sean Stallings

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Table of Contents
Chapter 1:

Introduction .......................................................................................................12

Chapter 2:

Global Behavior .................................................................................................13
2.1 Privacy ......................................................................................................................................13
2.2 Timeouts and Retries..............................................................................................................13
2.3 Avoid Same Mistake ...............................................................................................................13

Chapter 3:

Detailed Dialog Specification ...........................................................................14
3.1 Call-Flow Tables .....................................................................................................................14
4999-Check Null Condition...................................................................................................14
5000-Need2Ask-Msg ..............................................................................................................14
5003-Reverse ANI Look up ..................................................................................................15
5005-Social Security Check Condition .................................................................................16
5020-GetSSNumber-SSN ......................................................................................................16
5030-GetFirstName Check Condition .................................................................................18
5035A-GetFirstName Say and Spell .....................................................................................19
5035B-GetFirstName Spell Only..........................................................................................21
5040-Last Name Check Condition .......................................................................................23
5045A-GetLastName Say and Spell......................................................................................23
5045B-GetLastName Spell Only...........................................................................................26
5050-Name-ExitFailure-Msg .................................................................................................28
5090-AltName Check Condition ..........................................................................................28
5100-CheckForAltName-YN ................................................................................................29
5110A-GetAltName Say and Spell........................................................................................30
5110B-GetAltName Spell Only.............................................................................................32
5115-PostSSN-DB ..................................................................................................................35
5120-DOB Check Condition.................................................................................................36
5130-GetDOB-Date...............................................................................................................36
5135-Mother’sMaiden Check Condition..............................................................................38
5140- GetMother’sMaiden.....................................................................................................39
5150-NoName-Msg ................................................................................................................42
5190-WhereBorn Check Condition ......................................................................................42
5200-WhereBorn-VM.............................................................................................................42
5205-LastPmt Check Condition............................................................................................45
5210-LastPmt-VM ..................................................................................................................45
5215-CantProceed-Msg..........................................................................................................47
5220-CheckingNow-Msg .......................................................................................................47
5230-QueryKB-DB.................................................................................................................47
5250-SaySuccess-Msg .............................................................................................................48
5260-SayFailure-Msg...............................................................................................................48
5270-AccountBlocked-Msg ...................................................................................................49
5900-DMfailure-Msg ..............................................................................................................49

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Chapter 1: Introduction
This document is one part of a set of documents that describe the user interface for the
Social Security Administration (SSA) Change of Address (COA) and Direct Deposit (DD)
application. This document describes only the interaction for knowledge-based
authentication (KBA). The call flow has passed through initial introduction and caller
qualification before getting to this section. A caller will pass through either this module, or
through the password authentication (PWA) module, but not both.
Note that this entire section is jumped into from the Global part of the application and
returns to it. The only entry point to this section is from COA-DD 1330-CallKBAuth-Code.
Exit from this section is by return to the same module (COA-DD 1330-CallKBAuth-Code)

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Chapter 2: Global Behavior
2.1

Privacy
The following information is considered confidential; SSN, First Name, Last Name,
Mother’s Maiden Name, Other Last Name (as it appears on their Social Security card), Date
of Birth, Place of Birth, and Payment Amount. The confidential flag should be set to true for
all dialog modules collecting this information from the caller.

2.2

Timeouts and Retries
If callers reach maximum timeouts or retries they will be sent to 5900-DMfailure-Msgand
then routed back to Global. For all other global behavior see chapter 4 in the Change of
Address/Direct Deposit Global user interface document.

2.3

Avoid Same Mistake
(This section documents the already-existing system behavior. It is not a change.)
In accordance with OSDM default settings, “AvoidSameMistake” is allowed in all collection
DMs unless specified otherwise. This is a global parameter and has no specific context.
“AvoidSameMistake” disallows an utterance that is recognized if the utterance was
previously rejected by a negative response (i.e. No) during confirmation. The application
advances to a retry because the No response given in the initial collection caused the DM to
remove the spoken utterance from the list of possible interpretations.
“AvoidSameMistake” is set to TRUE by default and if it needs to be disabled in any
individual DM, the Dialog Module Notes section or Developer Notes section will specify
“avoidsamemistake = False”.

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Chapter 3: Detailed Dialog Specification
3.1

Call-Flow Tables

4999-Check Null Condition

Entering from
COA-DD 1330-CallKBAuth-Code

REQID

Condition

Action

4999-KBA-Check Null
Condition-Condition-0

If TVDC Items to collect= 0

Go to: 5003-Reverse ANI Look up

4999-KBA-Check Null
Condition-Condition-Else

If TVDC items else

Go to: 5000-Need2Ask-Msg

Developer Note:
Increment speak item counter for each item that is null.

5000-Need2Ask-Msg
Play Prompt
Prepare caller for sequence of questions.

Entering from
4999- Check Null Condition

Prompts
REQID

Message Number

5000-KBA-Need2AskPrompt-LC-1

50001

5000-KBA-Need2AskPrompt-LC-2

50002

5000-KBA-Need2AskPrompt-LC-3

50003

Condition

Wording

If pieces to collect
=1

Before I can make any changes, I'll need to ask a
question to verify who you are. You will need to have
the EXACT dollar amount of your last benefit
payment ready. If you’ll work with me, you won’t
have long to wait for an agent.

else

Before I can make any changes, I'll need to ask you
some questions to verify who you are. There are
speak item counter[2-8]
questions to verify who you are. You will need to
have the EXACT dollar amount of your last benefit
payment ready. If you’ll work with me, you won’t
have long to wait for an agent.

Req ID

Condition

Action

5000-KBA-Need2Ask-Condition-Always

Always

Go to: 5003-Reverse ANI Look up

Event logging

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Developer notes
No barge-in

5003-Reverse ANI Look up
Reverse ANI Lookup
Database Query
Upon Capturing ANI, acquire first and last name for this caller.

Entering from
5000-Need2Ask-Msg, 4999-Check Null Condition

Input Field

Description

ANI Telephone number

Caller telephone number

Output Field

Description

Account Name

Account Name per this telephone number. To be returned as: First_Name, Last_Name OR
First_Initial, Last_Name as indicated by the telephone listing

DB Return Value

Action

Status Code = 00
Status Code = 08
Status Code = 09

Write 0000 to reporting trigger, Go to: Condition Check
Write 0503 to reporting trigger, Go to: Condition DB failure
Write 0408 to reporting trigger, Go to: Condition DB failure

REQID

Condition

Action

5003-KBA-Reverse ANI Look
Up-Condition-No Match

If no match for telephone

Set Caller-First-name to NULL

5003-KBA-Reverse ANI Look
Up-Condition-Match and
Confidential

If match and Name confidential

5003-KBA-Reverse ANI Look
Up-Condition-Other

Else

Set Caller-Last-Name to NULL
Go to: 5005-Social Security Check Condition
Set Caller-First-name to NULL
Set Caller-Last-Name to NULL

Go to: 5005-Social Security Check Condition
Set Caller-First-name to first name found in White Pages, even
if it is only an initial
Set Caller-Last-Name to last name found in White Pages
Go to: 5005-Social Security Check Condition
5003-KBA-Reverse ANI Look
Up-Condition-Data Base
Failure

DB failure

Set Caller-First-name to NULL
Set Caller-Last-Name to NULL
Go to: 5005-Social Security Check Condition

Reporting
Save call duration at module start time
[0000 = Success]
[0001 = System Error]
Record = D-KBPW-HDB_5003-(Call Duration at start),T-KBPW-[0408 = Resource Not Available]–Call duration at process end
[0503 = Not Valid Data]
[0004 = Caller Hang Up]
Developer Notes

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Reverse ANI lookup returns name data in many formats. The following rules apply to the handling of first and last
names received from the Reverse ANI Lookup string.
For all names:
All punctuation shall be removed
Numbers shall be removed
Single and double letters shall be ignored
Any titles or common suffixes shall be removed (Dr Jr II etc.)
Any contiguous collection of non-whitespace characters beside the above are taken as a name.
Very short names like ‘Al’ will be ignored on the assumption that these would fail to match SSA records.
First Names
Multiple names shall be broken down to individual names (i.e. John & Joan would be added to the verification grammar
as 2 entries 1 for John and a second for Joan). These names will be sent to the parallel grammar referenced in DM
5035.
Last Name
Multiple last names will not be added individually to the verification grammar, but as a single entry (i.e. Smith-Jones
would be added to the grammar as one entry Smith Jones.). This name will be sent to the parallel grammar referenced
in DM 5045.

5005-Social Security Check Condition

Entering from
5003-Reverse ANI Look up

REQID

Condition

Action

5005-KBA-Social Security
Check Condition-Condition-0

If SSN = null

Go to: 5020-GetSSNumber-SSN

5005-KBA-Social Security
Check Condition-Conditionelse

If SSN else

Report V Transaction per module note, Go to: 5030-GetFirstName
Check Condition

Module Notes
V-KBPW-SSN_1-(duration),T-KBPW-0000-(duration)

5020-GetSSNumber-SSN
Social Security DialogModule™
Get the caller's Social Security Number

Entering from
5005 Social Security Check Condition

Prompts
Message Number

REQID

Wording

50201

5020-KBA-GetSSNumber-Prompt-Initial

Please say your Social Security number like this: 1 2 3 – 4 5
– 6 7 8 9, or enter it on your keypad.

50202

5020-KBA-GetSSNumber-Prompt-Retry1

[Global Default] Please say your nine digit social security
number quickly like this: 1 2 3 – 4 5 – 6 7 8 9, or enter it on
your keypad.

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50203

5020-KBA-GetSSNumber-Prompt-Retry2

[Global Default] Try entering it on the telephone keypad.

50204

5020-KBA-GetSSNumber-Prompt-Timeout1

Sorry, I didn’t hear anything. Please enter or say your nine
digit social security number now.

50205

5020-KBA-GetSSNumber-Prompt-Timeout2

I’m sorry, but I still didn’t hear anything. Try saying your
social security number one digit at a time. It works best if
you speak at a normal pace. For example: 1 2 3 – 4 5 – 6 7
8 9.

50206

5020-KBA-GetSSNumber-Prompt-Help

You can tell me your nine digit social security number by
simply saying it one digit at a time. For example: 1 2 3 – 4 5
– 6 7 8 9. It works best if you don’t use double digit numbers
like sixty-seven or eighty-nine. Please try it again now.

Option

Vocabulary

DTMF

Action

Confirm.

5020-KBA-GetSSNumber-Option-SSN

Always

Allow prefix phrases:
[ok | alright] [it is | [my] social
security number is]

Confirmation prompts
Message Number

REQID

Wording

50207

5020-KBAGetSSNumberConfPrompt-SSN1

This is important, so I want to make
sure I have it right. Your social
security number is:

Result

50208

5020-KBAGetSSNumberConfPrompt-SSN2

Okay, now I think I’ve got it right.
Your social security number is:

CPR

123–45–6789

50209

5020-KBAGetSSNumberConfPrompt-SSN3

Is that right?

This is important, so I want to make
sure I have it right. Your social
security number is: 1 2 3 – 4 5 – 6 7 8
9. Is that right?

00118

5020-KBAGetSSNumberConfPrompt-SSNretry

I think you said

00119

Is that correct?

5020-KBAGetSSNumberConfPrompt-SSNtimeout

REQID

Vocabulary

Action

Confirm.

5020-KBA-GetSSNumber-ConfOption-Yes

“Yes [it is]”

Go to: 5030-GetFirstName Check
Condition

Never

Re-enter Dialog Module per default
behavior

Never

“[Yes] that's right”
“Right”
“[That's] correct”
5020-KBA-GetSSNumber-ConfOption-No

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

DialogModule parameters
Parameter

Value

5020-KBA-GetSSNumber-Parameter
after_end_of_speech_timeout (incompletetimeout)

2500 msec

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

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max speech duration

20,000 msec

Interdigittimeout

5500 msec

low confidence threshold

.100

Event logging
Record = U-KBPW-DM_5020-(Call Duration at start),T-KBPW-

0000 = Success
0001 = Error

-Call duration at process
end

0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested
Main Menu
0311 = Caller Requested
Agent
Developer notes
DialogModule Notes




Area, group or serial number containing only zeros are invalid
“Dashes” and “hyphens” should be ignored when uttered by the caller, but these utterances may be
discarded by the recognizer itself
DTMF and speech expect 9 digits. It may be possible to speak more than 9 digits, but only nine digits
will be recognized (Note: Point to non-standard grammar that includes Natural Numbers)

Fill semantic item
Set Confidential Flag to TRUE


5030-GetFirstName Check Condition

Entering from
5005-Social Security Check Condition, 5020-GetSSNumber-SSN

REQID

Condition

Action

5030-KBA-GetFirstName
Check Condition-Conditionnull

If First Name = null

Go to: 5035A-GetFirstName Say and Spell

5030-KBA-GetFirstName
Check Condition-Conditionelse

If First Name else

Report V Transaction per module note, Go to: 5040-Last Name
Check Condition

Module Notes

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V-KBPW-FN_1-(duration),T-KBPW-0000-(duration)

5035A-GetFirstName Say and Spell
Name DialogModule™
Caller enters this module for standard name collection. No TNRS database check has occurred yet.

Entering from
5030-GetFirstName Check Condition

Prompts
Msg. Number

REQ ID

Condition

Wording

82045

5035-A-KBA-GetFirstName
Prompt-Initial-1

Initial

Now, please say and then spell just your FIRST name.
[Short Pause] For example if your first name was Robin,
you’d say “Robin, R O B I N”. Go ahead.

82046

5035-A-KBA-GetFirstName
Prompt-Timeout1

Time out 1

Sorry, I didn’t hear you. Go ahead and say, then spell, just
your first name.

82047

5035-A-KBA-GetFirstName
Prompt-Timeout2

Time out 2

I’m afraid I still can’t hear you. Please say your first name
and then spell it, like this: “Susan, S U S A N”.

50328

5035-A-KBA-GetFirstName
Prompt-SayHelp

Help

I need you to say your first name and then spell it for me,
for example if your first name was Nick, you’d say “Nick N I
C K.”

REQ ID

Vocabulary

DTMF

5035-A-KBA-GetFirstName Option-FirstName

Action

Confirm.

Play 5035-A-KBA-GetFirstName
Prompt-Success-1

ALWAYS

Go to: 5040-Last Name Check
Condition
5035-A-KBA-GetFirstName Option-MaxTimeout

Go to: 5050-Name-ExitFailure-Msg

5035-A-KBA-GetFirstName Option-MaxRetry

Play [Global Default] (I’m sorry, I
didn’t understand you)

Go to: 5115-PostSSN-DB,

Confirmation Prompts
Msg. Number

REQ ID

Wording

Result

Action

82053

5035-A-KBA-GetFirstName
ConfPrompt-FirstName-1

Let me read that back.
First name:

“Let me read that
back. First Name <
First Name > spelled
< First Name Spelling
>, did I get that right?”

If Yes:
Play 5035-A-KBA-GetFirstName
Prompt-Success-1

50337

5035-A-KBA-GetFirstName
ConfPrompt-FirstName-2

...spelled:

CPR

< First Name Spelling
>

5035-A-KBA-GetFirstName
ConfPrompt-FirstName-3

Did I get that right?

< First Name >

50342

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Then Go to: 5040-Last Name
Check Condition
If No:
Play 5035-A-KBAConfirmationApology-Prompt, Go
to: 5115-PostSSN-DB

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82054

82055

82056

82057

50348
00122

00250

5035-A-KBA-GetFirstName
ConfPrompt-Retry1

5035-A-KBA-GetFirstName
ConfPrompt-Retry2

5035-A-KBA-GetFirstName
ConfPrompt-Timeout1

Nuance/Social Security Administration -- Confidential

Sorry, I didn’t catch
that. Please say “yes,”
or “no”.

Sorry, I still didn’t
catch that. If ‘yes’
press one, otherwise
press two

Sorry, I didn’t hear
you. I need to know if I
got your name right.
Please say “yes” or
“no”.

Retry1 on
Confirmation

If No:
Play 5035-A-KBAConfirmationApology-Prompt Go
to: 5115-PostSSN-DB

Retry2 on
Confirmation

If Yes:
Play 5035-A-KBA-GetFirstName
Prompt-Success-1
Then Go to: 5040-Last Name
Check Condition
If No:
Play 5035-A-KBAConfirmationApology-Prompt Go
to: 5115-PostSSN-DB

Timeout1 on
Confirmation

If Yes:
Play 5035-A-KBA-GetFirstName
Prompt-Success-1
Then Go to: 5040-Last Name
Check Condition
If No:
Play 5035-A-KBAConfirmationApology-Prompt Go
to: 5115-PostSSN-DB

5035-A-KBA-GetFirstName
ConfPrompt-Timeout2

Sorry, I still didn’t hear
you. I need to know if I
got your name right.
Please say “yes” or
“no”.

Timeout2 on
Confirmation

5035-A-KBAConfirmationApology-Prompt

Sorry about that. Let’s
try again.

Apology

5035-A-KBA-GetFirstName
Prompt-Success-1

Thanks

Success

[250 ms silence]

Max Timeout OR Max
Retry at Confirmation

5035-A-KBA-GetFirstName
ConfPrompt-InvalidOrTimeout3

If Yes:
Play 5035-A-KBA-GetFirstName
Prompt-Success-1
Then Go to: 5040-Last Name
Check Condition

If Yes:
Play 5035-A-KBA-GetFirstName
Prompt-Success-1
Then Go to: 5040-Last Name
Check Condition
If No:
Play 5035-A-KBAConfirmationApology-Prompt Go
to: 5115-PostSSN-DB

Go to: 5050-NameExitFailure-Msg

Event logging
Record = U-KBPW-DM_5035-(Call Duration at start),T-KBPW-

0000 = Success
0001 = Error

-Call duration at
process end

0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested Main
Menu
0311 = Caller Requested Agent

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Developer notes
Collection Max Retry is set to 0.
Collection Max Timeout is set to 2
. If there is a no-match/rejection error, OR if the caller gives a “No” confirmation to the name, the system checks the ANI and SSN,
loads all associated names into a custom grammar and then switches to the SPELL-ONLY fallback, which is announced in prompts
Respell1, Respell2, Respell3, and SpellHelp. This matches the spell-only fallback strategy in TPPW, which is based on the Nuance
Name OSDM callflow.

Set Confidential Flag to TRUE

5035B-GetFirstName Spell Only
Name DialogModule™
Caller enters this module AFTER TNRS database transaction.

Entering from
5115-PostSSN-DB

Prerequisite
If SSN Post Flag = 1

Load all returned from SSN Post into custom spell-only grammar

Prompts
Msg. Number

Req ID

Condition

Wording

82049

5035-B-KBA-GetFirstName
Prompt-Respell1

Initial

Please just SPELL your first name, like this: “J O H N”.

82051

5035-B-KBA-GetFirstName
Prompt-Respell2

Timeout1/Retry1

Sorry, I didn’t catch that. Saying just the letters of the
alphabet, please spell your first name quickly. For example,
if your name were Robin, instead of saying R as in Radar,
O as in Oscar, you could just say R O B I N. Go ahead.
Spell your first name now.

50333

5035-B-KBA-GetFirstName
Prompt-Respell3

Timeout2/Retry2

[Global Default] Please spell your first name one more time.
And remember, please use ONLY the letters of the
alphabet and speak quickly. Go ahead.

82052

5035-B-KBA-GetFirstName
Prompt-SpellHelp

Help

I need to get the spelling of your first name. For example, if
your first name was Nick, you’d say “N I C K.” Go ahead.

Req ID

Vocabulary

DTMF

5035-B-KBA-GetFirstName Option-FirstName

Action

Confirm.

Play 5035-B-KBA-GetFirstName
Prompt-Success-1

ALWAYS

Go to: 5040-Last Name Check
Condition
5035-B-KBA-GetFirstName Option-MaxTimeout

Go to: 5050-Name-ExitFailure-Msg

5035-B-KBA-GetFirstName Option-MaxRetry

Go to: 5050-Name-ExitFailure-Msg

Confirmation
Msg. Number

REQ ID

Wording

Result

Action

82053

5035-B-KBA-GetFirstName
ConfPrompt-FirstName-1

Let me read that back.
First name:

“Let me read that
back. First Name <
First Name > spelled
< First Name Spelling

If Yes:
Play 5035-B-KBA-GetFirstName
Prompt-Success-1
Then Goto 5040- Last Name

< First Name >

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50337

50342

82054

82055

82056

82057

50348
00122

00250

Nuance/Social Security Administration -- Confidential

>, did I get that right?”

5035-B-KBA-GetFirstName
ConfPrompt-FirstName-2

...spelled:

CPR

< First Name Spelling >

5035-B-KBA-GetFirstName
ConfPrompt-FirstName-3

Did I get that right?

5035-B-KBA-GetFirstName
ConfPrompt-Retry1

5035-B-KBA-GetFirstName
ConfPrompt-Retry2

5035-B-KBA-GetFirstName
ConfPrompt-Timeout1

Sorry, I didn’t catch that.
Please say “yes,” or
“no”.

Sorry, I still didn’t catch
that. If ‘yes’ press one,
otherwise press two

Sorry, I didn’t hear you. I
need to know if I got
your name right. Please
say “yes” or “no”.

If No:
Play 5035-B-KBAConfirmationApology-Prompt, reenter this module.

Retry1 on
Confirmation

If Yes:
Play 5035-B-KBA-GetFirstName
Prompt-Success-1
Then Goto 5040- Last Name
Check Condition
If No: 5035-B-KBAConfirmationApology-Prompt, reenter this module.

Retry2 on
Confirmation

If Yes:
Play 5035-B-KBA-GetFirstName
Prompt-Success-1
Then Goto 5040- Last Name
Check Condition
If No:
Play 5035-B-KBAConfirmationApology-Prompt, reenter this module.

Timeout1 on
Confirmation

If Yes:
Play 5035-B-KBA-GetFirstName
Prompt-Success-1
Then Goto 5040- Last Name
Check Condition
If No:
Play 5035-B-KBAConfirmationApology-Prompt, reenter this module.

5035-B-KBA-GetFirstName
ConfPrompt-Timeout2

Sorry, I still didn’t hear
you. I need to know if I
got your name right.
Please say “yes” or “no”.

Timeout2 on
Confirmation

5035-B-KBAConfirmationApology-Prompt

Sorry about that. Let’s
try again.

Apology

5035-B-KBA-GetFirstName
Prompt-Success-1

Thanks

Success

[250 ms silence]

Max Timeout OR Max
Retry at Confirmation

5035-B-KBA-GetFirstName
ConfPromptInvalidOrTimeout3

Check Condition

If Yes:
Play 5035-B-KBA-GetFirstName
Prompt-Success-1
Then Goto 5040- Last Name
Check Condition
If No:
Play 5035-B-KBAConfirmationApology-Prompt, reenter this module.

Go to: 5050-NameExitFailure-Msg

Event logging
Record = U-KBPW-DM_5035-(Call Duration at start),T-KBPW-

0000 = Success
0001 = Error

-Call duration at
process end

0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help

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0310 = Caller Requested Main
Menu
0311 = Caller Requested Agent
Developer notes
If condition = Success, load all returned names into custom spell-only grammar
If condition = Failure, use existing spell-only grammar
If there is a no-match/rejection error, OR if the caller gives a “No” confirmation to the name, the system checks the ANI and SSN, loads
all associated names into a custom grammar and then switches to the SPELL-ONLY fallback, which is announced in prompts Respell1,
Respell2, Respell3, and SpellHelp. This matches the spell-only fallback strategy in TPPW, which is based on the Nuance Name
OSDM callflow.
Respell 3 is conditional -- may not always play depending on the number of retries/confirmations played.
Max Timeout/ Retry set to 2
Set Confidential Flag to TRUE
When invoking recognition and the Caller-First-name variable is not null, invoke a parallel verification grammar provided by Nuance as
a JSP, seeded with the contents of the Caller-First-name variable.
Set confidence levels to .400

Formatted: Font: (Default) Arial, 8
pt

5040-Last Name Check Condition

Entering from
5030-GetFirstName Check Condition, 5035A-GetFirstName Say and Spell, 5035B-GetFirstName Spell Only

REQID

Condition

Action

5040-KBA Last Name
Check Condition-Conditionnull

If Last Name = null

Go to: 5045A-GetLastName Say and Spell

5040-KBA-Last Name
Check Condition-Conditionelse

If Last Name else

Report V Transaction per module note, Go to: 5090-AltName Check
Condition

Module Notes
V-KBPW-LN_1-(duration),T-KBPW-0000-(duration)

5045A-GetLastName Say and Spell
Name DialogModule™
Caller enters this module for standard name collection, TNRS data has not been collected or is not yet in use.

Entering from
5040- Last Name Check Condition

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Prompts
Msg. Number

Req ID

Condition

Wording

82058

5045-A-KBAGetLastName PromptInitial-1

Initial

Now I just need your last name. Please SAY and then SPELL JUST your
last name. For example, if your last name was Kusack, you’d say Kusack,
K U S A C K. Go ahead.

82059

5045-A GetLastNamePrompt-Timeout1

Time out 1

Sorry, I didn’t hear you. Go ahead and say, then spell, your last name, for
example, “Smith, S M I T H.”

82060

5045-A-GetLastNamePrompt-Timeout2

Time out 2

I’m afraid I still can’t hear you. Please say your last name and then spell it,
for example, “Smith, S M I T H.”

82066

5045-A-KBAGetLastName PromptSayHelp

Help

I need you to say your last name and then spell it for me. For example, if
your last name was O’Neal, you’d say, “O’Neal, O N E A L.”

Req ID

Vocabulary

DTMF

5045-A-KBA-GetLastName OptionLastName

Action

Confirm.

Play 5045-A-KBA-GetLastName PromptSuccess-1

ALWAYS

5045-A-KBA-GetLastName OptionMaxTimeouts

Go to: 5050-Name-ExitFailure-Msg

5045-A-KBA-GetLastName Option-MaxRetry

Play [Global Default] (I’m sorry, I didn’t
understand you)

Go to: 5090-AltName Check Condition

Go to: 5115-PostSSN-DB

Confirmation Prompts
Msg. Number

Req ID

82175

5045-A-KBAGetLastName
ConfPrompt-LastName-1

Wording

50337

5045-A-KBAGetLastName
ConfPrompt-LastName-2

...spelled:

CPR

< Last Name Spelling >

5045-A-KBAGetLastName
ConfPrompt-LastName-3

Did I get that right?

Let me read that back. Last
name:
< Last Name >

50342

82054

82055

5045-A-KBAGetLastName
ConfPrompt-Retry1

5045-A-KBAGetLastName
ConfPrompt-Retry2

Knowledge Based Authorization-v 4.10

Result

Action

“Let me read that back.
Last Name < Last
Name > spelled < Last
Name Spelling >, did I
get that right?”

If Yes:
Play 5045-A-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition
If No:
Play 5045-A-GetLastNameConfirmationApology-Prompt Go to: 5115PostSSN-DB

Sorry, I didn’t catch that.
Please say “yes,” or “no”.

Sorry, I still didn’t catch that. If
‘yes’ press one, otherwise
press two

Retry1 on Confirmation

If Yes:
Play 5045-A-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition
If No:
Play 5045-A-GetLastNameConfirmationApology-Prompt Go to: 5115PostSSN-DB

Retry2 on Confirmation

1 December 2008

If Yes:
Play 5045-A-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition
If No:
Play 5045-A-GetLastNameConfirmationApology-Prompt Go to: 5115PostSSN-DB

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82056

82057

50394

50348

00250

5045-A-KBAGetLastName
ConfPrompt-Timeout1

5045-A-KBAGetLastName
ConfPrompt-Timeout2

5045-A-KBAGetLastName PromptSuccess-1
5045-A-KBAConfirmationApologyPrompt
5045-A-KBAGetLastName
ConfPromptInvalidOrTimeout3

Nuance/Social Security Administration -- Confidential

Sorry, I didn’t hear you. I need
to know if I got your name
right. Please say “yes” or
“no”.”

Timeout1 on
Confirmation

If Yes:
Play 5045-A-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition
If No:
Play 5045-A-GetLastNameConfirmationApology-Prompt Go to: 5115PostSSN-DB

Sorry, I still didn’t hear you. I
need to know if I got your
name right. Please say “yes”
or “no”.

Timeout2 on
Confirmation

Got it.

Success

Sorry about that. Let’s try
again.

Apology

[250 ms silence]

Max Timeout OR Max
Retry at Confirmation

If Yes:
Play 5045-A-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition
If No:
Play 5045-A-GetLastNameConfirmationApology-Prompt Go to: 5115PostSSN-DB

Go to: 5050-Name-ExitFailure-Msg

Event logging
Record = U-KBPW-DM_5045-(Call Duration at start), T-KBPW-

0000 = Success

-Call duration at process end

0001 = Error
0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested
Main Menu
0311 = Caller Requested
Agent
Developer notes
Collection Max Retry is set to 0.
Collection Max Timeout is set to 2
. If there is a no-match/rejection error, OR if the caller gives a “No” confirmation to the name, the system checks the ANI and SSN, loads all
associated names into a custom grammar and then switches to the SPELL-ONLY fallback, which is announced in prompts Respell1, Respell2,
Respell3, and SpellHelp. This matches the spell-only fallback strategy in TPPW, which is based on the Nuance Name OSDM callflow.

Set Confidential Flag to TRUE

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5045B-GetLastName Spell Only
Name DialogModule™
Caller enters this module AFTER TNRS database transaction.

Entering from
5115-PostSSN-DB

Prerequisite
If SSN Post Flag = 1

Load all returned from SSN Post into custom spell-only grammar

Prompts
Msg. Number

Condition

Wording

Initial

Please SPELL your last name for me, like this: “S M I T H”.

Timeout1/Retry1

Sorry, I didn’t catch that. Go ahead and spell your last name again. For
example, if your name was O’Neal, you would say “O N E A L”.

50322

5045-B-KBAGetLastName PromptRespell3

Timeout2/Retry2

[Global Default]. If the last name has an apostrophe, space or a hyphen in
it, you can just skip that. For example, if it's a two-part name like Folsom
hyphen Jones, you should just drop the hyphen and not worry about
capital letters. Just say f-o-l-s-o-m-j-o-n-e-s. Try spelling the last name one
more time.

82065

5045-B-KBAGetLastName PromptSpellHelp

Help

I need you to spell your last name. For example, if your last name was
O’Neal, you’d say “O N E A L.”

82062

82064

REQ ID
5045-B-KBAGetLastName PromptRespell1
5045-B-KBAGetLastName PromptRespell2

REQ ID

Vocabulary

DTMF

5045-B-KBA-GetLastName Option-LastName

Action

Confirm.

Play 5045-B-KBA-GetLastName PromptSuccess-1

ALWAYS

5045-B-KBA-GetLastName OptionMaxTimeouts

Go to: 5050-Name-ExitFailure-Msg

5045-B-KBA-GetLastName Option-MaxRetry

Go to: 5050-Name-ExitFailure-Msg

Go to: 5090-AltName Check Condition

Confirmation Prompts
Msg. Number

REQ ID

82175

5045-B-KBAGetLastName
ConfPrompt-LastName-1

Wording

50337

5045-B-KBAGetLastName
ConfPrompt-LastName-2

...spelled:

CPR

< Last Name Spelling >

5045-B-KBAGetLastName
ConfPrompt-LastName-3

Did I get that right?

Let me read that back. Last
name:
< Last Name >

50342

Knowledge Based Authorization-v 4.10

Result

Action

“Let me read that back.
Last Name < Last
Name > spelled < Last
Name Spelling >, did I
get that right?”

If Yes:
Play 5045-B-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition
If No:
Play 5045-B-KBA-GetLastName
ConfirmationApology-Prompt, re-enter this
module.

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82054

82055

82056

5045-B-KBAGetLastName
ConfPrompt-Retry1

5045-B-KBAGetLastName
ConfPrompt-Retry2

5045-B-KBAGetLastName
ConfPrompt-Timeout1

Nuance/Social Security Administration -- Confidential

Sorry, I didn’t catch that.
Please say “yes,” or “no”.

Retry1 on Confirmation

If No:
Play 5045-B-KBA-GetLastName
ConfirmationApology-Prompt, re-enter this
module.

Sorry, I still didn’t catch that. If
‘yes’ press one, otherwise
press two

Sorry, I didn’t hear you. I need
to know if I got your name
right. Please say “yes” or
“no”.”

Retry2 on Confirmation

If Yes:
Play 5045-B-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition
If No:
Play 5045-B-KBA-GetLastName
ConfirmationApology-Prompt, re-enter this
module.

Timeout1 on
Confirmation

If Yes:
Play 5045-B-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition
If No:
Play 5045-B-KBA-GetLastName
ConfirmationApology-Prompt, re-enter this
module.

5045-B-KBAGetLastName
ConfPrompt-Timeout2

Sorry, I still didn’t hear you. I
need to know if I got your
name right. Please say “yes”
or “no”.

Timeout2 on
Confirmation

50394

5045-B-KBAGetLastName PromptSuccess-1

Got it.

Success

50348

5045-B-KBAGetLastName
ConfirmationApology-A
Prompt

Sorry about that. Let’s try
again.

Apology

00250

5045-B-KBAGetLastName
ConfPromptInvalidOrTimeout3

[250 ms silence]

Max Timeout OR Max
Retry at Confirmation

82057

If Yes:
Play 5045-B-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition

If Yes:
Play 5045-B-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition
If No:
Play 5045-B-KBA-GetLastName
ConfirmationApology-Prompt, re-enter this
module.

Go to: 5050-Name-ExitFailure-Msg

Event logging
Record = U-KBPW-DM_5045-(Call Duration at start), T-KBPW-

0000 = Success

-Call duration at process end

0001 = Error
0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested
Main Menu

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0311 = Caller Requested
Agent
Developer notes
If condition = Success, load all returned names into custom spell-only grammar
If condition = Failure, use existing spell-only grammar
If there is a no-match/rejection error, OR if the caller gives a “No” confirmation to the name, the system checks the ANI and SSN, loads all
associated names into a custom grammar and then switches to the SPELL-ONLY fallback, which is announced in prompts Respell1, Respell2,
Respell3, and SpellHelp. This matches the spell-only fallback strategy in TPPW, which is based on the Nuance Name OSDM callflow.
Respell 3 is conditional -- may not always play depending on the number of retries/confirmations played.
Set Confidential Flag to TRUE
When invoking recognition and the Caller-Last-name variable is not null, invoke a parallel verification grammar provided by Nuance as a JSP,
seeded with the contents of the Caller-Last-name variable.

Formatted

Set confidence levels to .400

Formatted: Font: (Default) Arial, 8
pt
Deleted: ¶

5050-Name-ExitFailure-Msg

Formatted: Normal

Play Prompt
Apologize on exit

Entering from
5035A-GetFirstName Say and Spell, 5035B-GetFirstName Spell Only, 5045A-GetLastName Say and Spell, 5045B-GetLastName
Spell Only, 5110A-GetAltName Say and Spell, 5110B-GetAltName Spell Only, 5140- GetMother’sMaiden

Prompts
Message Number

REQID

Wording

51008

5050-Name-ExitFailurePrompt-1

I’m sorry I’m having so much trouble.

REQID
5050-KBA-Name-ExitFailureCondition-Always

Condition

Action

Always

Go to: 5150-NoName-Msg

Module Settings
No barge-in
Note: This is the parameter exitfailureprompt and can be configured by setting this parameter.

5090-AltName Check Condition

Entering from
5040-Last Name Check Condition, 5045A-GetLastName Say and Spell, 5045B-GetLastName Spell Only

REQID

Condition

Action

5090-KBA-AltName Check
Condition-Condition-null

If Alt Name = Null

Go to: 5100-CheckForAltName-YN

5090-KBA-AltName Check
Condition-Condition-else

If Alt Name else

Report V Transaction per module note, Go to: 5120-DOB Check
Condition

Module Notes
V-KBPW-OtherLastName_1-(duration),T-KBPW-0000-(duration)

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5100-CheckForAltName-YN
YesNo
Check to see if Caller might be listed under an alternate name

Entering from
5090-AltName Check Condition

Prompts
Message Number

REQID

Wording

51001

5100-KBA-CheckForAltNamePrompt-Initial

Some people have another last name - for example, a professional
or maiden name - that might be listed under their social security
number. Do you have another last name? Please say Yes or No.

51002

5100-KBA-CheckForAltNamePrompt-Retry1

[Global Default] Would you like me to also check under another last
name? Please say YES or NO.

51003

5100-KBA-CheckForAltNamePrompt-Retry2

[Global Default] If you think you might be listed under another last
name, press one. Otherwise, press two.

51004

5100-KBA-CheckForAltNamePrompt-Timeout1

I’m sorry, but I didn’t hear anything. Would you like me to also
check under another last name? Please say YES or NO.

51005

5100-KBA-CheckForAltNamePrompt-Timeout2

My apologies, but I still didn’t hear if you said anything. Please say
YES if you think you might be listed under another last name,
otherwise, say NO.

51006

5100-KBA-CheckForAltNamePrompt-Help

I need to know if you might be listed under an alternate last name.
For example you may also have a professional name, or a maiden
name, or one from a previous marriage. Would you like me to
include another last name with this request? YES or NO.

REQID

Vocabulary

D
T
M
F

Action

Confirm.

5100-KBA-CheckForAltName-Option-Yes

“Yes [please]”

Go to: 5110A-GetAltName Say
and Spell

Never

AltNameCollected := True

Never

“[Yes] I do”
“[Yes] I would”
“Yeah”
5100-KBA-CheckForAltName-Option-No

“No [thanks]”

Go to: 5120-DOB Check Condition

“[No] I don't”
“[No] I do not”
“[No] I wouldn't”
“[No] I would not”

DialogModule parameters
Parameter

Value

5100-KBA-CheckForAltName-Parameter
after_end_of_speech_timeout

500 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Event logging
Record = U-KBPW-DM_5100-(Call Duration at start),T-KBPW-

0000 = Success
0001 = Error

Knowledge Based Authorization-v 4.10

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-Call duration at process
end

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0002 = Max No Input
0003 = Max No
Match
0200 = Caller Hang
Up
0303 = Max No
Confirm
0304 = Max Help
0310 = Caller
Requested Main
Menu
0311 = Caller
Requested Agent
Developer notes

5110A-GetAltName Say and Spell
Name DialogModule™
Caller enters this module for standard name collection. TNRS data has not been collected or is not yet in use.

Entering from
5100-CheckForAltName-YN

Prompts
Msg. Number

REQ ID

Condition

Wording

50305

5110-A-KBA-GetAltName
Prompt-Initial-1

Initial

Please say your OTHER LAST name including the spelling. [Short
Pause] For example if it was Jones, you’d say “Jones, J O N E S”.
Go ahead.

82072

5110-A-KBA-GetAltName
Prompt-Timeout1

Time out 1

Sorry, please say AND SPELL your other last name, for example,
“Smith, S M I T H.”

82073

5110-A-KBA-GetAltName
Prompt-Timeout2

Time out 2

I still didn’t hear you. Please say your other last name, and then
spell it, like this: “Smith, S M I T H”.

82080

5110-A-KBA-GetAltName
Prompt-SayHelp

Help

I need you to say your other last name and then spell it for me. For
example, if your other last name was Jones, you’d say, “Jones, J O
N E S.”

REQ ID

Vocabulary

DTMF

5110-A-KBA-GetAltName OptionAltname

Action

Confirm.

Play 5110-A-KBA-GetAltName
Prompt-Success-1

ALWAYS

5110-A-KBA-GetAltName OptionMaxTimeouts

Go to: 5050-Name-ExitFailure-Msg

5110-A-KBA-GetAltName OptionMaxRetry

Play [Global Default] (I’m sorry, I
didn’t understand you)

Go To: 5120-DOB Check Condition

Go to: 5115-PostSSN-DB

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Confirmation Prompts
Msg. Number

REQID

Wording

Result

Action

82175

5110-A-KBA-GetAltName
ConfPrompt-LastName-1

Let me read that back. Last
name:

“Let me read that back.
Last Name < Other Last
Name > spelled < Other
Last Name Spelling >,
did I get that right?”

If Yes:
Play 5110-A-KBAGetAltName
Prompt-Success-1
Then Go to: 5120DOB Check
Condition

< Other Last Name >
50337

50342

82054

82055

82056

82057

5110-A-KBA-GetAltName
ConfPrompt-LastName-2

...spelled:

CPR

< Other Last Name Spelling
>,

5110-A-KBA-GetAltName
ConfPrompt-LastName-3

Did I get that right?

5110-A-KBA-GetAltName
ConfPrompt-Retry1

5110-A-KBA-GetAltName
ConfPrompt-Retry2

5110-A-KBA-GetAltName
ConfPrompt-Timeout1

5110-A-KBA-GetAltName
ConfPrompt-Timeout2

Knowledge Based Authorization-v 4.10

Sorry, I didn’t catch that.
Please say “yes,” or “no”.

Sorry, I still didn’t catch that.
If ‘yes’ press one, otherwise
press two

Sorry, I didn’t hear you. I
need to know if I got your
name right. Please say “yes”
or “no”.”

Sorry, I still didn’t hear you. I
need to know if I got your
name right. Please say “yes”
or “no”.

If No:
Play 5110-A-KBAGetAltName
ConfirmationApolog
y-Prompt, Go to:
5115-PostSSN-DB,

Retry1 on Confirmation

If Yes:
Play 5110-A-KBAGetAltName
Prompt-Success-1
Then Go to: 5120DOB Check
Condition
If No:
Play 5110-A-KBAGetAltName
ConfirmationApolog
y-Prompt, Go to:
5115-PostSSN-DB,

Retry2 on Confirmation

If Yes:
Play 5110-A-KBAGetAltName
Prompt-Success-1
Then Go to: 5120DOB Check
Condition
If No:
Play 5110-A-KBAGetAltName
ConfirmationApolog
y-Prompt, Go to:
5115-PostSSN-DB,

Timeout1 on
Confirmation

If Yes:
Play 5110-A-KBAGetAltName
Prompt-Success-1
Then Go to: 5120DOB Check
Condition
If No:
Play 5110-A-KBAGetAltName
ConfirmationApolog
y-Prompt, Go to:
5115-PostSSN-DB,

Timeout2 on
Confirmation

1 December 2008

If Yes:
Play 5110-A-KBAGetAltName
Prompt-Success-1
Then Go to: 5120DOB Check
Condition
If No:
Play 5110-A-KBAGetAltName
ConfirmationApolog
y-Prompt, Go to:
5115-PostSSN-DB,

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00120

5110-A-KBA-GetAltName
Prompt-Success-1

Alright.

Success

50348

5110-A-KBAConfirmationApology-Prompt

Sorry about that. Let’s try
again.

Apology

00250

5110-A-KBA-GetAltName
ConfPrompt-InvalidOrTimeout3

[250 ms silence]

Max Timeout OR Max
Retry at Confirmation

Go To: 5050-NameExitFailure-Msg

Event logging
Record = U-KBPW-DM_5110-(Call Duration at start),T-KBPW-

0000 = Success

-Call duration at
process end

. If there is a no-match/rejection error, OR if the caller gives a “No” confirmation to the name, the system checks the ANI and SSN,
loads all associated names into a custom grammar and then switches to the SPELL-ONLY fallback, which is announced in prompts
Respell1, Respell2, Respell3, and SpellHelp. This matches the spell-only fallback strategy in TPPW, which is based on the Nuance
Name OSDM callflow.
Set Confidential Flag to TRUE

5110B-GetAltName Spell Only
Name DialogModule™
Caller enters this module AFTER TNRS database transaction.

Entering from
5115-PostSSN-DB

Prerequisite
If SSN Post Flag = 1

Load all returned from SSN Post into custom spell-only grammar

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Prompts
Msg. Number

REQ ID

Condition

Wording

82075

5110-B-KBA-GetAltName
Prompt-Respell1

Initial

Please SPELL your other last name for me, like this: “S
M I T H”.

82077

5110-B-KBA-GetAltName
Prompt-Respell2

Timeout1/Retry1

Sorry, I didn’t catch that. Go ahead and spell your other
last name again. For example, if the name was O’Neal,
you would say “O N E A L”.

82149

5110-B-KBA-GetAltName
Prompt-Respell3

Timeout2/Retry2

[Global Default]. If the name has an apostrophe, space
or a hyphen in it, you can just skip that. For example, if
it's a two part name like Folsom hyphen Jones, you
should just drop the hyphen and not worry about capital
letters. Just say f-o-l-s-o-m-j-o-n-e-s. Try spelling the
name one more time.

82079

5110-B-KBA-GetAltName
Prompt-SpellHelp

Help

I need you to spell your other last name. For example, if
your other last name was Jones, you’d say “J O N E S.”

REQ ID

Vocabulary

5110-B-KBAGetAltName OptionAltname

DTMF
--

Action

Confirm.

Play 5110-B-KBA-GetAltName
Prompt-Success-1

ALWAYS

5110-B-KBAGetAltName OptionMaxTimeouts

Go to: 5050-Name-ExitFailure-Msg

5110-B-KBAGetAltName OptionMaxRetry

Go to: 5050-Name-ExitFailure-Msg

Go To: 5120-DOB Check Condition

Confirmation Prompts
Msg. Number

REQ ID

Wording

Result

Action

82175

5110-B-KBA-GetAltName ConfPromptLastName-1

Let me read that back.
Last name:

50337

5110-B-KBA-GetAltName ConfPromptLastName-2

...spelled:

“Let me read that
back. Last Name
< Other Last
Name > spelled <
Other Last Name
Spelling >, did I
get that right?”

If Yes:
Play 5110GetAltName-BKBA-PromptSuccess-1
Then Goto 5120DOB Check
Condition

CPR

< Other Last Name
Spelling >,

5110-B-KBA-GetAltName ConfPromptLastName-3

Did I get that right?

< Other Last Name >

50342

82054

5110-B-KBA-GetAltName ConfPromptRetry1

Knowledge Based Authorization-v 4.10

Sorry, I didn’t catch that.
Please say “yes,” or “no”.

1 December 2008

If No:
Play 5110-B-KBAGetAltName
ConfirmationApolog
y-Prompt re-enter
this module

Retry1 on
Confirmation

If Yes:
Play 5110-B-KBAGetAltName
Prompt-Success-1
Then Goto 5120DOB Check
Condition
If No:
Play 5110-B-KBAGetAltName
ConfirmationApolog
y-Prompt re-enter
this module

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82055

82056

5110-B-KBA-GetAltName ConfPromptRetry2

5110-B-KBA-GetAltName ConfPromptTimeout1

Nuance/Social Security Administration -- Confidential

Sorry, I still didn’t catch
that. If ‘yes’ press one,
otherwise press two

Sorry, I didn’t hear you. I
need to know if I got your
name right. Please say
“yes” or “no”.”

If Yes:
Play 5110-B-KBAGetAltName
Prompt-Success-1
Then Goto 5120DOB Check
Condition

Retry2 on
Confirmation

If No:
Play 5110-B-KBAGetAltName
ConfirmationApolog
y-Prompt re-enter
this module
If Yes:
Play 5110-B-KBAGetAltName
Prompt-Success-1
Then Goto 5120DOB Check
Condition

Timeout1 on
Confirmation

If No:
Play 5110-B-KBAGetAltName
ConfirmationApolog
y-Prompt re-enter
this module
If Yes:
Play 5110-B-KBAGetAltName
Prompt-Success-1
Then Goto 5120DOB Check
Condition

5110-B-KBA-GetAltName ConfPromptTimeout2

Sorry, I still didn’t hear
you. I need to know if I got
your name right. Please
say “yes” or “no”.

Timeout2 on
Confirmation

00120

5110-B-KBA-GetAltName Prompt-Success1

Alright.

Success

50348

5110-B-KBA- ConfirmationApology-B Prompt

Sorry about that. Let’s try
again.

Apology

00250

5110-B-KBA-GetAltName ConfPromptInvalidOrTimeout3

[250 ms silence]

Max Timeout OR
Max Retry at
Confirmation

82057

If No:
Play 5110-B-KBAGetAltName
ConfirmationApolog
y-Prompt re-enter
this module

Go To: 5050-NameExitFailure-Msg

Event logging
Record = U-KBPW-DM_5110-(Call Duration at start),T-KBPW-

0000 = Success
0001 = Error

-Call duration at
process end

0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested Main
Menu
0311 = Caller Requested
Agent

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Developer notes
If condition = Success, load all returned names into custom spell-only grammar
If condition = Failure, use existing spell-only grammar
If there is a no-match/rejection error, OR if the caller gives a “No” confirmation to the name, the system checks the ANI and SSN,
loads all associated names into a custom grammar and then switches to the SPELL-ONLY fallback, which is announced in prompts
Respell1, Respell2, Respell3, and SpellHelp. This matches the spell-only fallback strategy in TPPW, which is based on the Nuance
Name OSDM callflow.
Respell 3 is conditional -- may not always play depending on the number of retries/confirmations played.
Set Confidential Flag to TRUE
Set confidence levels to .400

Formatted: Indent: Left: 0 pt, First
line: 0 pt
Deleted: ¶

Formatted: Normal
Formatted: Font: (Default) Arial, 8
pt

5115-PostSSN-DB
Database Query
In this DM, the collected SSN is “posted” using the TNRS request.

Entering from
5035A-GetFirstName Say and Spell, 5045A-GetLastName Say and Spell, 5110A-GetAltName Say and Spell

Prerequisite
REQID

Condition

Action

--NA--

SSN Post Flag = 0

Continue in this form

KBPW-PSSN-5115-Option-NC-7

SSN Post Flag = 1, Entering
from First Name

Go to: 5035B-GetFirstName Spell Only, Condition
Failure

KBPW-PSSN-5115-Option-NC-8

SSN Post Flag = 1, Entering
from Last Name

Go to:5045B-GetLastName Spell Only , Condition
Failure

KBPW-PSSN-5115-Option-NC-9

SSN Post Flag = 1, Entering
from Alt Name

Go to: 5110B-GetAltName Spell Only Condition Failure

Input Field

Description

Value

SSN

The SSN collected in 5020-GetSSNumberSSN

SSN: 9-digit SSN

associatedAppID

Varchar (8 max)

TKCA, TKDD

ANI

System provided ANI

ANI: 10-digit calling number, if no ANI
available, or ANI is less than 10 digits send all
zeros.

Output Field

Description

First Name, Last Name, Alt Name associated with the ANI/SSN.

Req ID

Condition

Action

KBPW-PSSN-5115-Option-NC-1

If Success and First Name

Set SSN Post Flag to 1, Go to: 5035BGetFirstName Spell Only, Condition Success

KBPW-PSSN-5115-Option-NC-2

If Success and Last Name

Set SSN Post Flag to 1, Go to:5045BGetLastName Spell Only , Condition Success

KBPW-PSSN-5115-Option-NC-3

If Success and Alt Name

Set SSN Post Flag to 1, Go to: 5110BGetAltName Spell Only Condition Success

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KBPW-PSSN-5115-Option-NC-4

Else and First Name

Set SSN Post Flag to 1, Go to: 5035BGetFirstName Spell Only, Condition Failure

KBPW-PSSN-5115-Option-NC-5

Else and Last Name

Set SSN Post Flag to 1, Go to:5045BGetLastName Spell Only , Condition Failure

KBPW-PSSN-5115-Option-NC-6

Else and Alt Name

Set SSN Post Flag to 1, Go to: 5110BGetAltName Spell Only Condition Failure

Reporting
Developer Notes
For associatedAppID; TKCA = Change of Address, TKDD = Direct Deposit.

5120-DOB Check Condition

Entering from
5090-AltName Check Condition, 5100-CheckForAltName-YN, 5110A-GetAltName Say and Spell, 5110B-GetAltName Spell Only,

REQID

Condition

Action

5120 KBA- DOB Check
Condition-Condition-null

If DoB = null

Go to: 5130-GetDOB-Date

5120-KBA-DOB Check
Condition-Condition-else

If DoB else

Report V Transaction per module note, Go to: 5135-Mother’sMaiden
Check Condition

Module Notes
V-KBPW-DOB_1 (duration),T-KBPW-0000-(duration)

5130-GetDOB-Date
Date DialogModule™
Get the caller's Date Of Birth

Entering from
5120-DOB Check Condition

Prompts
Message Number

REQID

Wording

51301

5130-KBA-GetDOB-PromptInitial

Now please tell me your date of birth. For example, you could say…May
fifth, 1937. [Note: no pause between the 2 sentences]

51302

5130-KBA-GetDOB-PromptRetry1

[Global Default] Try saying the month followed by the date and then the
year you were born, for example May fifth, 1937.

51303

5130-KBA-GetDOB-PromptRetry2

[Global Default] Just say the month followed by the date and then the year
you were born. For example July fourth, 1976.

51304

5130-KBA-GetDOB-PromptTimeout1

Sorry, I didn’t hear you. Please tell me your birth date.. For example, you
could say May fifth, 1937.

51305

5130-KBA-GetDOB-PromptTimeout2

I’m sorry, but I’m still having trouble hearing you. I need the month, day and
year for your birthday, for example July fourth, 1976.

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51307

5130-KBA-GetDOB-PromptHelp

I need to know when you were born as a calendar date. You can say this in
a number of ways. For example you can say “July fourth, 1976”, or “the
fourth of July, 1976". Go ahead. What’s YOUR date of birth?

00122

5130-KBA-GetDOB-PromptSuccessYes

Thanks.

REQID

Vocabulary

5130-KBA-GetDOBOption-Date

DTMF

Action

Confirm.
Always

<...>

Remove unneeded options from the DATE
grammar – days of the week, and partially specified
dates. Require a fully specified date.
Remove all global grammars for this DM.

Confirmation prompts
Message Number

REQID

Wording

51308

5130-KBA-GetDOBConfPrompt-Date1

Okay, so that’s:

CPR

January 12th 1931

51309

5130-KBA-GetDOBConfPrompt-Date2

Is THAT right?

Okay, so that’s: . Is that
right?

51310

5130-KBA-GetDOBConfPrompt-DateRetry

Sorry. I didn’t catch that.
Please say “YES” if I have the
right date.

Sorry. I didn’t catch that. Please say “YES”
if I have the right date.

51311

5130-KBA-GetDOBConfPrompt-DateTimeout

I wasn’t sure if you said
anything. Please say “YES” if
I have the right date.

I wasn’t sure if you said anything. Please say
“YES” if I have the right date.

Confirmation Option

Vocabulary

5130-KBA-GetDOB-ConfOption-Yes

“Yes [it is]”

Result

DTMF
1

Action

Confirm.

play SuccessYes prompt

Never

Go to: 5135-Mother’sMaiden Check
Condition

“[Yes] that's right”
“Right”
“[That's] correct”
5130-KBA-GetDOB-ConfOption-No

“No [it isn't]”

Re-enter Dialog Module per default
behavior

“[No] that's not right”

Never

DialogModule parameters
Parameter

Value

5130-KBA-GetDOB-Parameter
date_reference_date

System date

date_range_allowed_earliest

1 January 1900

date_range_allowed_latest

Today

date_range_expected_earliest

Today – 75 years

date_range_expected_latest

Today – 25 years

date_disambiguation_mode

ASSUME_NOTHING

after_end_of_speech_timeout (incomplete timeout)

1500 msec

max speech duration

16,000 msec

before_begin_of_speech_timeout

7,000 msec

allowing_barge_in

True

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Event logging
Record = U-KBPW-DM_5130-(Call Duration at start),T-KBPW-

0000 = Success
0001 = Error

-Call duration at
process end

0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested
Main Menu
0311 = Caller Requested
Agent
DialogModule Notes




Although the application does not explicitly guide callers to use DTMF for the Date of Birth entry, it
is enabled.
Date entry should be in the form of MM/DD/YY to be accepted.
Trim the grammar so that the day of the week is not allowed



For CPR of date playback, insert 250 msec silence between month and day, and 500 msec
silence between day and year.



Fill semantic item



Set Confidential Flag to TRUE

5135-Mother’sMaiden Check Condition

Entering from
5090-AltName Check Condition 5100-CheckForAltName-YN 5130-GetDOB-Date

REQID

Condition

Action

5135-KBA-Mother’sMaiden
Check Condition-Conditionnull

If Mother’s Maiden Name =
null

Go to: 5140-GetMother’sMaiden

5135-KBA-Mother’sMaiden
Check Condition-Conditionelse

If Mother’s Maiden Name
else

Report V Transaction per module note, Go to: 5190-WhereBorn
Check Condition

Module Notes
V-KBPW-MMName_1-(duration),T-KBPW-0000-(duration)

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5140- GetMother’sMaiden
Name DialogModule™
Entering from
5135-Mother’sMaiden Check Condition

Prompts
Msg. Number

REQID

50306

5140GetMother’sMaid
en-Prompt-Initial1

Condition

Wording
What was your mother’s MAIDEN LAST name including the spelling?
For example if the name was Smith, you’d say “Smith, S M I T H”. Go
ahead.
Sorry, I didn’t hear you. Please give me the last name with the spelling.

50307

5140GetMother’sMaid
en-PromptTimeout1

50308

5140GetMother’sMaid
en-PromptTimeout2

I’m afraid I still can’t hear you. Please give me the last name and spell
it.

50311

5140GetMother’sMaid
en-Prompt-Retry1

[ Global Default ] Just spell your mother’s maiden last name for me.

50348

5140-FTConfirmationApol
ogy-Prompt

50321

5140GetMother’sMaid
en-PromptRespell1

50317

5140GetMother’sMaid
en-PromptRespell2

50322

5140GetMother’sMaid
en-PromptRespell3

50323

5140GetMother’sMaid
en-PromptSpellHelp

50312

5140GetMother’sMaid
en-PromptSayHelp

Knowledge Based Authorization-v 4.10

Sorry about that. Let’s try again.
If "no" on
confirmation
Using only the letters of the alphabet, please spell your mother's
maiden last name quickly. For example, if her name was O’Connor, you
would say O C O N N O R. Please spell her maiden last name now
If caller has
Timeout1 OR
Retry1
If caller has
Timeout OR
Retry in response
to the Respell2
prompt
This prompt may
not always play
depending on the
number of retries/
confirmations
played.

If last prompt was
spell only

If last prompt was
say and spell

Sorry I didn’t hear you. Using only the letters of the alphabet, please
spell your mother's maiden last name quickly, one letter at a time.

[Global Default] If the last name has an apostrophe, space or a hyphen
in it, you can just skip that. For example, if it's a two part name like
Folsom hyphen Jones, you should just drop the hyphen and not worry
about capital letters. Just say f-o-l-s-o-m-j-o-n-e-s. Try spelling the last
name one more time.

I need you to spell just the last name. If the last name has an
apostrophe, space or a hyphen in it, you can just skip that. It works best
if you use ONLY letters and speak at a quick pace. For example, to
spell Smith, you don’t need to say S as in Sam, M as in Michael, just
say S M I T H … try it again. Please spell the last name for me now.
I need you to say the last name and then spell it for me. For example, if
the last name was O’Neal, you’d say “O’Neal, O N E A L”.

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00120

Nuance/Social Security Administration -- Confidential

5140GetMother’sMaid
en-PromptSuccess-1

Alright.

REQID

Vocabulary

DTMF

5140-GetMother’sMaiden-OptionAltname

<...>

Action

Confirm.

Play 5140-GetMother’sMaiden-PromptSuccess-1

ALWAYS

Go To: 5190-WhereBorn Check
Condition
5140-GetMother’sMaiden-OptionMaxTimeouts

Go to: 5050-Name-ExitFailure-Msg

5140-GetMother’sMaiden-OptionMaxRetries

Go to: 5050-Name-ExitFailure-Msg

Confirmation Prompts- The user is navigated to the Confirmation process only if the software receives a
medium confidence level. If the confidence is low, the input is invalid. If the confidence is high, then the caller
will proceed forward.
Msg. Number

REQID

82175

5140GetMother’sMaiden
-ConfPromptLastName-1

Wording
Let me read that back. Last
name:
< Mother’s Maiden Name
Spelling >

50337

50342

82054

82055

5140GetMother’sMaiden
-ConfPromptLastName-2

...spelled:

CPR

< Mother’s Maiden Name
Spelling >

5140GetMother’sMaiden
-ConfPromptLastName-3

Did I get that right?

5140GetMother’sMaiden
-ConfPrompt-Retry1

5140GetMother’sMaiden
-ConfPrompt-Retry2

Knowledge Based Authorization-v 4.10

Sorry, I didn’t catch that. Please
say “yes,” or “no,”.

Sorry, I still didn’t catch that. If
‘yes’ press one, otherwise press
two

Result

Action

“Let me read that back.
Last Name < Mother’s
Maiden Name> spelled
< Mother’s Maiden
Name Spelling >, did I
get that right?”

If Yes:
Play 5140-GetMother’sMaidenPrompt-Success-1
Then Go to: 5190-WhereBorn
Check Condition
If No:
Play 5140-FTConfirmationApologyPrompt5140GetMother’sMaiden-PromptRespell1

If Yes:
Play 5140-GetMother’sMaidenPrompt-Success-1
Then Go to: 5190-WhereBorn
Check Condition
Retry1 on Confirmation

If No:
Play 5140-FTConfirmationApologyPrompt5140GetMother’sMaiden-PromptRespell1
If Yes:
Play 5140-GetMother’sMaidenPrompt-Success-1
Then Go to: 5190-WhereBorn
Check Condition

Retry2 on Confirmation

1 December 2008

If No:
Play 5140-FTConfirmationApologyPrompt5140GetMother’sMaiden-PromptRespell1

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82056

5140GetMother’sMaiden
-ConfPromptTimeout1

Nuance/Social Security Administration -- Confidential

Sorry, I didn’t hear you. I need
to know if I got your name right.
Please say “yes” or “no”.”

If Yes:
Play 5140-GetMother’sMaidenPrompt-Success-1
Then Go to: 5190-WhereBorn
Check Condition
Timeout1 on
Confirmation

If No:
Play 5140-FTConfirmationApologyPrompt5140GetMother’sMaiden-PromptRespell1
If Yes:
Play 5140-GetMother’sMaidenPrompt-Success-1
Then Go to: 5190-WhereBorn
Check Condition

82057

5140GetMother’sMaiden
-ConfPromptTimeout2

Sorry, I still didn’t hear you. I
need to know if I got your name
right. Please say “yes” or “no”.

Timeout2 on
Confirmation

00250

5140GetMother’sMaiden
-ConfPromptInvalidOrTimeout3

[250 ms silence]

Max Timeout OR Max
Retry at Confirmation

If No:
Play 5140-FTConfirmationApologyPrompt5140GetMother’sMaiden-PromptRespell1

Go To: 5050-Name-ExitFailureMsg

Event logging
Record = U-KBPW-DM_5140-(Call Duration at start),T-KBPW-

0000 = Success

-Call duration at process end

0001 = Error
0002 = Max No Input
0003 = Max No
Match
0200 = Caller Hang
Up
0303 = Max No
Confirm
0304 = Max Help
0310 = Caller
Requested Main
Menu
0311 = Caller
Requested Agent
Developer notes
The following prompts use SAY AND SPELL grammars: Initial-1, Timeout1, Timeout2, and SayHelp.
If there is a no-match/rejection error, OR if the caller gives a “No” confirmation to the name, the system switches to the SPELL-ONLY
fallback, which is announced in prompts Retry1, Retry2, Respell1, Respell2, Respell3, and SpellHelp. This matches the spell-only
fallback strategy in TPPW, which is based on the Nuance Name OSDM callflow.
In spell-only fallback collections, use spell-only grammar.
Respell 3 is conditional -- may not always play depending on the number of retries/confirmations played.

Set Confidential Flag to TRUE

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5150-NoName-Msg
Play Prompt
Apologize to caller for not being able to collect a name.

Entering from
5050-Name-ExitFailure-Msg

Prompts
Message Number

REQID

Wording

00250

5150-KBA-NoNamePrompt-1

[250 ms silence]

Req ID

Condition

Action

5150-KBA-NoName-Condition-Always

Always

return status := failure
return to Global (COA-DD 1330-CallKBAuth-Code)

Event logging
Developer notes
No barge-in
The prompt has been set to short silence. The failure message to the caller has already been said within GetName so no additional
message is needed here.

5190-WhereBorn Check Condition

Entering from
5135-Mother’sMaiden Check Condition 5140-GetMother’sMaiden

REQID

Condition

Action

5190-KBA-WhereBorn
Check Condition-Conditionnull

If PoB = null

Go to: 5200-WhereBorn-VM

5190-KBA-WhereBorn
Check Condition-Conditionelse

If PoB else

Report V Transaction per module note, Go to: 5205-LastPmt Check
Condition

Module Notes
V-KBPW-POB_1-(duration),T-KBPW-0000-(duration)

5200-WhereBorn-VM
Custom Context DialogModule™
Ask caller for state or territory where they were born.

Entering from
5190-WhereBorn Check Condition

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Prompts
Message Number

REQID

Wording

52001

5200-KBA-WhereBorn-PromptInitial1

Only two more questions.

00500

silence_500

[500 ms silence]

52002

5200-KBA-WhereBorn-PromptInitial2

Please say the name of the American STATE or TERRITORY where
you were born, such as Texas, or say OTHER if you were born
somewhere else.

52003

5200-KBA-WhereBorn-PromptRetry1

[Global Default] I don't need the city. Please say just the STATE or
territory where you were born, Texas for example. If you were born
somewhere else, just say “Other”. If you aren't sure about the
territories, say “Question”.

52004

5200-KBA-WhereBorn-PromptRetry2

[Global Default] If you aren't sure about territories, say Question.
Otherwise, just say the name of the state or territory.

52005

5200-KBA-WhereBorn-PromptTimeout1

I'm sorry, I didn't hear anything. If you aren't sure about territories, say
Question. Otherwise, just say the name of the state or territory or say
OTHER.

52006

5200-KBA-WhereBorn-PromptTimeout2

I'm sorry, I still didn't hear anything. If you aren't sure about territories,
say Question. Otherwise, just say the name of the state or territory or
say OTHER.

52007

5200-KBA-WhereBorn-PromptHelp1

As part of the verification process, I need to know the name of the state
or U S territory where you were born. If you aren't sure and would like
to hear a list of the TERRITORIES, just hang on and I’ll list them for
you, otherwise please say the name of the state or territory now. [4 sec
pause] The current and former territories of the United States are:

00500

silence_500

[500 ms silence]

52008

5200-KBA-WhereBorn-PromptHelp2

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

01000

silence_1000

[1 sec silence]

52009

5200-KBA-WhereBorn-PromptHelp3

So let me ask again: In which state or territory were you born?

REQID

Vocabulary

5200-KBA-WhereBorn-Optionstate

<50 states plus territories plus
OTHER – see list below>

DTMF

—

Action

Confirm.

Go to: 5205-LastPmt
Check Condition

If necessary

Remove global Agent and
Main Menu from this DM.

Confirmation prompts
Message Number

REQID

Wording

00118

5200-KBA-WhereBorn-ConfPrompt-you_said

[I think you said]

00119

5200-KBA-WhereBorn-ConfPromptis_that_correct

[Is that correct?]

52011

5200-KBA-WhereBorn-ConfPrompt-AS

American Samoa

52012

5200-KBA-WhereBorn-ConfPrompt-FM

Federated States of Micronesia

52013

5200-KBA-WhereBorn-ConfPrompt-GU

Guam

52014

5200-KBA-WhereBorn-ConfPrompt-MH

Marshall Islands

52015

5200-KBA-WhereBorn-ConfPrompt-MP

Northern Mariana Islands

52016

5200-KBA-WhereBorn-ConfPrompt-PW

Palau

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52017

5200-KBA-WhereBorn-ConfPrompt-PR

52018

5200-KBA-WhereBorn-ConfPrompt-VI

Puerto Rico
Virgin Islands

52019

5200-KBA-WhereBorn-ConfPrompt-FF

Other

Remove global Agent from confirmation grammars for this DM.

DialogModule parameters
Parameter

Value

5200-KBA-WhereBorn-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Event logging
Record = U-KBPW-DM_5200-(Call Duration at start),T-KBPW-

0000 = Success
0001 = Error

-Call duration at
process end

0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested
Main Menu
0311 = Caller Requested
Agent
Developer notes
DTMF 9 is disabled in this Module.
State grammar: [note some synonyms for DC and Washington]
Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois,
Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri,
Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio,
Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia,
Washington, West Virginia, Wisconsin, Wyoming, District of Columbia, D C, Washington D C, Washington State
Territory grammar:
American Samoa, Guam, Puerto Rico, Virgin Islands, Federated States Of Micronesia, Marshall Islands, Northern Mariana
Islands, Palau.
Additional grammar:
Other

Implement one-step correction in confirmation: accept [no] [it's] (state name), confirm again if necessary, and
route to 5210.

Set Confidential Flag to TRUE

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5205-LastPmt Check Condition

Entering from
5190-WhereBorn Check Condition 5200-WhereBorn-VM

REQID

Condition

Action

5205-KBA-LastPmt Check
Condition-Condition-null

If Last Payment = null

Go to: 5210-LastPmt-VM

5205-KBA-LastPmt Check
Condition-Condition-else

If Last Payment else

Report V Transaction per module note, Go to: 5220-CheckingNowMsg

Module Notes
V-KBPW-LBP_1-(duration),T-KBPW-0000-(duration)

5210-LastPmt-VM
Currency DialogModule™
Ask caller the amount of the last benefit payment they received.

Entering from
5205-LastPmt Check Condition

Prompts
Message Number

REQID

Wording

52101

5210-KBA-LastPmt-PromptInitial1

One last question.

52102

5210-KBA-LastPmt-PromptInitial2

What was the amount of the last benefit check you received in
dollars and cents.

52103

5210-KBA-LastPmt-PromptRetry1

[Global Default] I need the amount in dollars and cents, such as
one hundred twenty nine DOLLARS and thirty seven CENTS.
How much was your last payment?

52104

5210-KBA-LastPmt-PromptRetry2

[Global Default] Please speak slowly and clearly and tell me the
amount again.

52105

5210-KBA-LastPmt-PromptTimeout1

I'm sorry, I didn't hear anything. I need the amount in dollars and
cents, such as one hundred twenty nine DOLLARS and thirty
seven CENTS. How much was your last payment?

52106

5210-KBA-LastPmt-PromptTimeout2

I'm sorry, I still didn't hear anything. You'll need to know the exact
amount of your last benefit check in dollars, but you can skip the
cents. If you don't know the amount, we can't proceed and you'll
need to call back later when you do know. So if you know the
payment amount, please say it now.

52107

5210-KBA-LastPmt-PromptHelp

You'll need to know the exact amount of your last benefit check in
dollars, but you can skip the cents. If you don't know the amount,
we can't proceed and you'll need to call back later when you do
know. So if you know the payment amount, please say it now.

50394

5210-KBA-LastPmt-PromptSuccessYes

Got it.

REQID

Vocabulary

DTMF

Action

Confirm.

5210-KBA-LastPmt-Option-Currency

<...>

play SuccessYes prompt

If necessary

Go to: 5220-CheckingNowMsg

Check This

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5210-KBA-LastPmt-Option-DontKnow

Nuance/Social Security Administration -- Confidential

I don't know

—

I'm not sure

Go to: 5215-CantProceedMsg

Never

remove Agent from global
grammar for this DM

Confirmation prompts
Message Number

Option / Name

Wording

Currency

Default confirmation, as handled by DialogModule™
“I think you said xxx dollars and xxx cents. Is that correct?”
after Yes, play SuccessYes prompt

DialogModule parameters
Parameter

Value

5210-KBA-LastPmt-Parameter
Currency type

US Dollars

Allowed currency range

$10.00 - $9,999.00

Expected currency range

$10.00 - $999.00

Allowed currency granularity

1 cent

Expected currency granularity

1 cent

after_end_of_speech_timeout (incomplete timeout)

1500 msec

before_begin_of_speech_timeout

7,000 msec

allowing_barge_in

True

high confidence threshold

.995

max speech duration

16,000 msec

Event logging
Record = U-KBPW-DM_5210-(Call Duration at start),T-KBPW-

0000 = Success
0001 = Error

-Call duration at
process end

0002 = Max No Input
0003 = Max No
Match
0200 = Caller Hang
Up
0303 = Max No
Confirm
0304 = Max Help
0310 = Caller
Requested Main
Menu
0311 = Caller
Requested Agent
Developer notes
Usability note: The back end will ignore the cents, but it's best to ask for it anyway to make explaining what to say easier.
Also, the caller is likely to be looking at a written amount, so if they know the dollars they'll know the cents too.

Set Confidential Flag to TRUE
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5215-CantProceed-Msg
Play Prompt
Tell caller we can't proceed without those numbers.

Entering from
5210-LastPmt-VM

Prompts
Message Number

REQID

Wording

50401

5215-KBA-CantProceedPrompt-1

I'm sorry but we can't proceed without those numbers. You may want to
call back when you have those numbers with you.

Req ID

Condition

Action

5215-KBA-CantProceed-Condition-Always

Always

return code := failure
return to Global (COA-DD 1330-CallKBAuth-Code)

Event logging
Developer notes
No barge-in  Be sure of this setting!

5220-CheckingNow-Msg
Play Prompt
Tell the caller there may be a short delay while we check the information they gave us.

Entering from
5210-LastPmt-VM

Prompts
Message Number

REQID

52201

5220-KBA-CheckingNow-Prompt1

Wording
Hold on while I check our database. It may take a few seconds.

Req ID

Condition

Action

5220-KBA-CheckingNow-Condition-Always

Always

Go to: 5230-QueryKB-DB

Event logging
Developer notes
No barge-in

5230-QueryKB-DB
Database Query
Check the Knowledge Base database.

Entering from
5220-CheckingNow-Msg

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Input Field

Nuance/Social Security Administration -- Confidential

Description

SSN
first name
last name
alternate last name

may be null

date of birth
mother's maiden last name
state or territory of birth
dollar amount of last payment

set the cents to zero before the query

Output Field

Description

verification status

success or failure

Req ID

Condition

Action

5230-KBA-QueryKB-Condition-Succ

IF success

Go to: 5250-SaySuccess-Msg

5230-KBA-QueryKB-Condition-Fail

Else if failure because data
doesn’t match

Go to: 5260-SayFailure-Msg

5230-KBA-QueryKB-Condition-AcctBlocked

Else if failure because
account is blocked

Go to: 5270-AccountBlocked-Msg

Event logging

5250-SaySuccess-Msg
Play Prompt
Tell caller they've been verified.

Entering from
5230-QueryKB-DB

Prompts
Message Number

REQID

52501

5250-KBA-SaySuccess-Prompt1

Wording
OK, everything checks out.

Req ID

Condition

Action

5250-KBA-SaySuccess-Condition-Always

Always

return code := success
return to Global COA-DD 1330-CallKBAuth-Code)

Event logging
Developer notes
No barge-in

5260-SayFailure-Msg
Play Prompt
Tell caller they could not be verified.

Entering from
5230-QueryKB-DB

Knowledge Based Authorization-v 4.10

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Prompts
Message Number

REQID

Wording

52601

5260-KBA-SayFailurePrompt1

I'm afraid that some of the information you gave me doesn't match what
we have in our records.

5260-KBA-SayFailure-Condition-Always

Condition

Action

Always

return code := failure
return to Global (COA-DD 1330-CallKBAuth-Code)

Event logging
Developer notes
No barge-in

5270-AccountBlocked-Msg
Play Prompt
Tell caller they blocked their own account from telephone access.

Entering from
5230-QueryKB-DB

Prompts
Message Number

REQID

Wording

52701

5270-KBA-AccountBlockedPrompt1

Our records show that you requested that your account be blocked
from access by this automated system, as well as by the Internet,
even with a password, so I’ll need to send you to an agent to
complete this transaction. If you want to unblock your account, the
agent must handle that as well.

5270-KBA-AccountBlocked-Condition-Always

Condition

Action

Always

return code := account_blocked
return to Global (COA-DD 1330-CallKBAuth-Code)

Event logging
Developer notes
No barge-in

5900-DMfailure-Msg
Play Prompt
Apologize that we can't understand the caller.

Entering from
any DM in the KBA (but not GetName module) that hits max retries or max timeouts

Prompts
Message Number

REQID

Wording

59001

5900-KBA-DMfailurePrompt1

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

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5900-KBA-DMfailure-Condition-Always

Nuance/Social Security Administration -- Confidential

Condition

Action

Always

return status := failure
return to Global (COA-DD 1330-CallKBAuth-Code)

Event logging
Developer notes
No barge-in

—End of Specification —

Knowledge Based Authorization-v 4.10

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User Interface Specification
Last Saved: 23 Feb 2009

Global
BBN Findings Effort
Transfer of Voice Data Collection

2.31

Change of Address / Direct Deposit

Nuance/Social Security Administration -- Confidential

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.

User Interface Specification

SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31

September 16 2008

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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.

User Interface Specification

SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31

September 16 2008

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8/10/05

2.7

1.0

Nuance/Social Security Administration -- Confidential

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

User Interface Specification

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2 Feb 06

2.12

1.0

Nuance/Social Security Administration -- Confidential

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.

User Interface Specification

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23 Aug 06

2.16

1.0

Nuance/Social Security Administration -- Confidential

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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Sean Stallings
VZB

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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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3.2

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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

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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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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

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following on global
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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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Change of Address / Direct Deposit

Nuance/Social Security Administration -- Confidential

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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Change of Address / Direct Deposit

Nuance/Social Security Administration -- Confidential

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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Deleted: 22

Change of Address / Direct Deposit

Nuance/Social Security Administration -- Confidential

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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Change of Address / Direct Deposit

Nuance/Social Security Administration -- Confidential

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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Change of Address / Direct Deposit

Nuance/Social Security Administration -- Confidential

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

User Interface Specification

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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

User Interface Specification

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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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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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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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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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Nuance/Social Security Administration -- Confidential

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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00130

Nuance/Social Security Administration -- Confidential

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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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.

User Interface Specification

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Change of Address / Direct Deposit

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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 —

User Interface Specification

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Transfer of Voice Data Collection
BBN Findings

2.2

User Interface Design Specification
Last Saved: 2 October, 2008

Verizon Business Confidential & Proprietary.
This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to
third parties without the consent of Verizon Business.

BEVE/MRC

Nuance/Social Security Administration -- Confidential

Document History
Date

Spec

App

Summary of Changes

Revised by

4/14/04

.01

1.0

Initial version

Robby Kilgore

4/16/04

.02

1.0

Sample Calls updated

Robby Kilgore

4/20/04

.03

1.0

Updated sample calls post review

Robby Kilgore

4/20/04

.04

1.0

Begin DM Tables

Robby Kilgore

4/21/04

.05

1.0

Adding Name 2.0 OSDM Tables

Robby Kilgore

4/21/04

.06

1.0

Added 2.0 plus post Name states

Robby Kilgore

4/22/04

.07

1.0

Added Visio details for main speech application

Robby Kilgore

4/22/04

.08

1.0

Debugged tables

Robby Kilgore

4/22/04

.09

1.0

Consolidated exit tables, synced Visio flows, updated demographics slightly.

Robby Kilgore

4/23/04

.10

1.0

Added global handoffs, reconciled sample call text.

Robby Kilgore

4/23/04

.11

1.0

Included feedback from Joe and other tweaks for Draft release

Robby Kilgore

4/23/04

.12

1.0

Added Joe’s changes for Draft

Robby Kilgore

4/26/04

.13

1.0

Folded in comments from CPT review call

Robby Kilgore

4/28/04

.20

1.0

Changed Name 2.0 to 1.12 interaction model

Robby Kilgore

4/28/04

.21

1.0

Comb through for any bugs introduced by changes to interaction model

Robby Kilgore

4/28/04

.22

1.0

Reviewed and tracked changes with Joe Farhat and Jon Bloom

Robby Kilgore

4/29/04

.23

1.0

Folded in changes from last review

Robby Kilgore

Date

Spec

App

Summary of Changes

Revised by

4/29/04

1.0

Ready release for client review

Robby Kilgore

4/30/04

1.01

1.0

Received input from SSA / CPT review call

Robby Kilgore

5/2/04

1.02

1.0

Updated spec to reflect input from SSA / CPT review call

Robby Kilgore

5/4/04

1.03

1.0

Added MaxHelp hand-off prompts and miscellaneous other small changes
covered in phone meeting 5/4/04

Robby Kilgore

5/5/04

1.04

1.0

Updated sample calls

Robby Kilgore

5/5/04

1.05

1.0

Small changes to sample call and removal of “Agent” verbiage.

Robby Kilgore

5/19/04

1.06

1.0

Reconciled the document to reflect small text changes from the recording
sessions as well as flagging marking global vs. local apologies.

Robby Kilgore

5/27/04

1.07

1.0

Reconciled prompt text with recordings.

Robby Kilgore

6/11/04

1.11

1.0

Reconciled against bugs, plus added changes from UT

Robby Kilgore

6/14/04

1.12

1.0

Created new document for safety sake. Removed punctuation from Grammars

Robby Kilgore

6/15/04

1.13

1.0

Updated based on review with SSA / MCI / CPT

Joe Farhat

6/16/04

1.14 /

1.0

Updated to resolve CR1582, 1583, 1584, 1585, 1590, 1591, 1592, 1593, 1613,
and 1624. Minor update to nomatch prompts in 1040_ConfirmName

Joe Farhat

1.0

Tiny tweak to the prompt text in 1400080, Added note about Confirmation
Grammars

Robby Kilgore

1.15
6/17/04

SSA BEVE2

1.16

29 June 2009

2 of 66

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This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or
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BEVE/MRC

Nuance/Social Security Administration -- Confidential

6/30/04

1.18 /
1.19.1

1.0

Fixing up the last few CRs

Robby Kilgore /
Joe Farhat

8/9/04

1.20

1.0

Revisions based on Pilot tuning report.

Robby Kilgore

8/10/04

1.21

1.0

Finalized UI Doc changes post review with SSA

Robby Kilgore

9/15/04

1.23

1.0

Adjustments from Tuning Report #2

Robby Kilgore

10/25/04

1.24

1.0

Adjustments from final tuning

Robby Kilgore

10/28/04

1.25

1.0

Clarified deactivation of global agent grammar in 1000_SayLastName and
1020_SayFirstName

Joe Farhat

11/04/04

1.26

1.0

Final tweaks to verbiage to match recordings

Robby Kilgore

11/05/04

1.27

1.0

Last minute corrections and acceptance of all changes
FINAL VERSION

Robby Kilgore

Date

Spe
c

App

Summary of Changes

Revised by

6/23/05

2.0

1.0

Changes based on tuning analysis and recommendations of June 2005.

Paul Sawyer

1. 1020_SayFirstName – change Initial prompt to discourage spelling here.
2. 1040_ConfirmName – add more synonyms for Yes and No.
3. 1060_GetMistake – add synonym for Both.
4. DM9000_Check_For_Alt_Name – Change Initial prompt to discourage
barge in and speaking of a name rather than Yes or No. Also turn off bargein.
5. DM11000_ReturnToMain_or_HangUP – no action – rejected
recommendation of adding Yes/Yeah as synonyms for Main Menu and No as
synonym for Goodbye. The number of occurrences is low. Yes seems just as
likely a response to Goodbye as to Main Menu. The cost of failure to the
caller in this DM is very low.
6. Eliminated useless Appendix A.
7. PP2000_Standard_Greeting – Added new prompts for the case when
these services are invoked from the Speak Freely N8NN rather than the old
DTMF N8NN.

15 Feb 06

2.1

1.0

1. Remove restriction on date of birth in DM5000.

Paul Sawyer

2. Add support for blocked accounts. Affects PP1500, BR8000, DM11000.

23 Mar 06

2.2

1.0

1. Corrected 500_EntryPrompt module for subsequent module when Spelling
– TRUE and names_to_collect = LAST or LAST_FIRST
2.Fixed wording of default_name_spelllast_collection_noinputprompts1 in
1090_RespellLast
3. Fixed wording of default_name_spellfirst_collection_noinputprompts2 in
1070_RespellFirst
4. Fixed wording of default_name_spelllast_collection_reprompts1 in
1090_respellLast
5. Fixed wording of default_name_getmistake_collection_reprompts2 in
1060_GetMistake
6. Fixed wording of default_name_sayfirst_collection_nomatchprompts1 in
1020_SayFirstName

Phil Profili

18 Apr 07

2.2

1.34

1. Removed references to BR8100
2. Added new state, DB3050
3. Updated DM3000 and BR3100
1. Updated 1000_SayLastName
2. Updated 1020_SayFirstName
3. Removed Confirmation logic from 1060_GetMistake
4. Updated PP2000
5. Removed PP9999
6. Updated BR3100

Sean Stallings

23 Apr 07

SSA BEVE2

2.2

1.35

29 June 2009

VZB
Sean Stallings
VZB

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21 May 07

Nuance/Social Security Administration -- Confidential

2.2

1.36

Updated 1060 GetMistake

1.37

Updated DM 4000, removed ”great” from 50201

1.38

Replaced wording in states 500 through 1090 with wording from
corresponding KBA prompts.
Added developers notes to states 500 through 1090 stating that these states
now share prompting with KBA.
Corrected some changes made in states 500 through 1090

Sean Stallings
VZB

05 July 07

2.2

Sean Stallings
VZB

10 July 07

11 July 07

2.2

1.39

Sean Stallings
VZB
Sean Stallings
VZB

12 July 07

19 July 07

2.2

1.40

Incorporated new message numbers in 6.1 Timeouts and Retries, DM 4000
and DM 9000

Sean Stallings

1.41

Updated 50206, 50307, 50308, 50312, 50367, 10062

Carol Cummings

1.42

Updated

1.43

Corrected DM 11000 to show that only Global Agent Command is disabled

1.44

Corrected prompting in message number 50204

VZB

VZB
21 July 07

2.2

Carol Cummings
VZB

08 August 07

2.2

Sean Stallings
VZB

15 Aug 07

2.2

Sean Stallings
VZB

08 Oct 07

31 Oct 07

3 Mar 08

2.2

1.45

1.46

1.47

Removed msg. 50368 from 1070
Removed msg. 50382, from 1090

Sean Stallings

Broke message 10054 into two parts, 10054 and 10088. Allowed barge in=
True for 10088.

Sean Stallings

Added Privacy paragraph to chapter 6 Global Behavior

Sean Stallings

Added BR 1900

VZB

Added BR 3999
Added BR 4005
Added 400
Updated DM 4000, 5000, 1000, 1010, 1020, 1030, 1070, 1090 and 9000;
Added confidential flag setting data to module notes
06 Mar 08

2.2

1.48

Corrected broken hyperlink in 6.4 Help Prompts

Sean Stallings

Updated P2000, adjusted the wording to reflect the fact that we may or may
not be collecting 5 pieces of information.

VZB

10 Mar 08

2.2

1.49

Updated BR 1900, BR 3999, 400-Name Check Condition; ; Corrected
reporting information for “if else” conditions.

Sean Stallings

21 Mar 08

2.2

1.5

Corrected reporting string in BR3999 and 400

Sean Stallings

VZB

VZB
1 Apr 08

2.2

1.51

Updated reporting string for first and last name re-use

Sean Stallings
VZB

4 Apr 08

2.2

1.52

Updated BR 1900, if callers information is complete callers now route to PP
6000.

Sean Stallings
VZB

Added BR 4005.
Clarified wording for BR1900 Check Null Condition
11 Apr 08

17 Apr 08

SSA BEVE2

2.2

1.53

1.54

In order to assure that re-use items are properly reported, in Check Null
Condition, if TVDC items to collect = 0, the call must then route to the next
Check Condition Module.

Sean Stallings

Updated Module 9000 Added “Barge in” column to the prompt table, barge in

Sean Stallings

29 June 2009

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Nuance/Social Security Administration -- Confidential

is set to “false” for initial prompt, “true” for all others.

VZB

Broke message 10054 into two parts, 10054 and 10088.
21 Apr 08

2 May 08

2.2

1.55

1.56

Corrected broken link in table of contents.

Sean Stallings

Corrected reporting strings for BR3999, BR4005, Module 400, BR5500

VZB

Updated reporting strings for BR3999, BR4005, Module 400, BR5500

Sean Stallings
VZB

7 May 08

13 June 08

2.2

1.57

1.58

Updated DM 9000, renumbered message 10088 to 10092, to prevent
overlap.

Sean Stallings

Updated Module 4005, module is now correctly named
DOB_Check_Condition.

Sean Stallings

VZB

Updated module 5000, ‘entering from’ field now shows entering from 4005
DOB_Check_Condition.
23 June 08

4 August 08

2.2

1.59

1.60

Updated module 1090_RespellLast, ‘Entering From’ field no longer points to
module 1070_RespellLast. This resolves ticket 20603.

Sean Stallings

Updated module 4000_Get_SS_Number.

Sean Stallings

To improve capture process the wording of all prompts has been changed to
match SSN capture in KBA.

VZB

Audio for Initial prompt, message 54201, changed to match KBA 50201
Audio for Retry 1 prompt, message 54202, changed to match KBA 50202.
Corrected reporting tags in modules BR3999, BR4005 and 400. Removed
spaces after commas.
Corrected dead hyperlink issue in “Entering From” fields found in module
1000, modules 3050 through 9000, and modules 11000 through 14000.
Updated Modules 4000 and 5000, updated ‘results’ column in the
confirmation ‘field’ for Retry 1 and Timeout 1. Now shows an example of the
wording a caller would hear, not the specific data field.
Updated modules 1000, 1010, 1020, 1030 and 1040. Corrected references
to 500_Intro. Now reads ‘500_EntryPrompt’.
Updated Module 4000, now shows entering from Module 3999.
21 August 08

2.2

1.61

Highlighted Barge-in changes in pink

2.0

Updated DM 3000, on ‘no’ condition call should route to DB 3050.

Sean Stallings

BBN Findings Effort

VZB

Sean Stallings
VZB

09September
08

2.2

25
September
08

2.2

October
08

2.1

2.2

Updated section 6.1 Time-outs and Retries, updated wording for
confirmation retry 2, changed message 50345 to 50347.

Updated DM3000_CheckAOR, updated wording for retry 2,
message 30022

Updated module 1040, for retry 2 replaced message 50345 with
50347.

Updated module 9000, updated message 10056

Highlighted all BBN Findings changes in Green

Added Verizon Business proprietary statement to title page and all page
footers.

Sean Stallings

Updated 6.1 highlighted the BBN change to the global retry 2 in Green.

Sean Stallings

Updated 1000_SayLastName, added condition for ‘Failure and Alt Name’
which now routes to PP6000 – this resolves ticket 22408. Added new
wording for Other Last Name, retry 1,message 50310, caller will now only be
asked to spell their other last name.

VZB

Updated PP6000, now shows as entering in from 1000_SayLastName.

SSA BEVE2

29 June 2009

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BEVE/MRC

Nuance/Social Security Administration -- Confidential

Chapter 1: Table of Contents
Chapter 1:

Table of Contents ................................................................................................6

Chapter 2:

Background and Motivation ...............................................................................8
2.1 Executive Summary..................................................................................................................... 8
2.1.1 What the application does ..................................................................................................... 8
2.1.2 Social Security Administration’s goals ................................................................................... 8
2.1.3 Callers’ goals......................................................................................................................... 8
2.2 Aesthetics...................................................................................................................................... 8
2.3 Open Issues .................................................................................................................................. 9

Chapter 3:

About the Callers...............................................................................................10
3.1 Introduction ............................................................................................................................... 10
3.2 Demographics Data .................................................................................................................. 10
3.3 Caller Archetypes....................................................................................................................... 12

Chapter 4:

Call Examples ....................................................................................................13
4.1 Sample Call Design Considerations........................................................................................ 13
4.1.1 Verboseness ........................................................................................................................ 13
4.1.2 Confirmation Strategy: ........................................................................................................ 13
4.1.3 In Session Tracking: ...........................................................................................................13
4.1.4 Longevity: ........................................................................................................................... 13
4.2 Call #1: No Collection Problems ........................................................................................... 14
4.3 Call #2: Handling Hyphenated Name with Spelling ........................................................... 15
4.4 Call #3: MRC - Misrecognized Name plus Alternate Name.............................................. 16
4.5 Call #4: A Rejected Request ....................................................................................................18

Chapter 5:

Call-Flow Diagrams ...........................................................................................20
5.1 Legend for the call-flow diagrams .......................................................................................... 20
5.2 High-Level Call Flow Diagram ............................................................................................... 21
5.3 Outbound Transfer Logic ........................................................................................................22
5.4 Name OSDM High-Level Diagram ....................................................................................... 23
5.5 Name DM Diagram – Default Configuration ...................................................................... 26
5.6 Name DM Flow Diagram – Collecting Last Name Only................................................... 27

Chapter 6:

Global Behavior .................................................................................................28
6.1 Time-outs and Retries............................................................................................................... 28
6.2 Global Default Settings ............................................................................................................ 29
6.3 Privacy ......................................................................................................................................... 29
6.4 Help prompts ............................................................................................................................. 29
6.5 Default Confirmation Grammars ........................................................................................... 30
6.6 Global Commands and Global Prompts............................................................................... 30
Global Commands Vocabulary ............................................................................................... 30

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6.7 DTMF Collection ...................................................................................................................... 30
6.7.1 General DTMF Usage....................................................................................................... 30
6.7.2 Termination of digit strings using the pound sign.................................................................. 31
6.7.3 Invalid DTMF input should be rejected................................................................................. 31
6.7.4 End-of-DTMF timeout ........................................................................................................ 31
6.7.5 Key-ahead ........................................................................................................................... 32
6.8 Digit-String Playback ................................................................................................................ 33
6.9 Event Logging............................................................................................................................ 33
6.10 Internal DialogModule Functionality ..................................................................................... 34
Chapter 7:

SSA BEVE2

Detailed Dialog Specification ...........................................................................35
7.1 How to Read the Call-Flow Tables ........................................................................................ 35
7.2 Call-Flow Tables ........................................................................................................................ 36
DB0000_Ping_System .............................................................................................................. 36
BR1000_System_And_Operator_Availability ...................................................................... 36
PP1500_Getting_Help_Operator........................................................................................... 37
BR1900 Check Null Condition ............................................................................................... 37
P2000_Standard_Greeting ....................................................................................................... 38
DM3000_Check_AOR............................................................................................................. 39
DB3050_Check_AOR_Ping.................................................................................................... 40
BR3100_AfterHours_Check ................................................................................................... 40
BR3999 Social Security Check Condition.............................................................................. 40
4000_Get_SS_Number ............................................................................................................ 41
BR4005 Social Security Check Condition.............................................................................. 42
5000_Get_DOB ........................................................................................................................ 43
400- Name Check Condition................................................................................................... 44
500_EntryPrompt...................................................................................................................... 45
1000_SayLastName................................................................................................................... 46
1010_SpellLastName ................................................................................................................ 48
1020_SayFirstName .................................................................................................................. 49
1030_SpellFirstName................................................................................................................ 50
1040_ConfirmName ................................................................................................................. 51
1050_ConfirmationApology .................................................................................................... 52
1060_GetMistake....................................................................................................................... 53
1070_RespellFirst ...................................................................................................................... 54
1090_RespellLast ....................................................................................................................... 56
3000_ExitFailurePrompt.......................................................................................................... 57
4000_ExitSuccessPrompts....................................................................................................... 58
BR5500_Alt_Name_Collected ................................................................................................ 58
PP6000_Ready_To_Submit..................................................................................................... 59
DB7000_SubmitRequest .......................................................................................................... 59
BR8000_DB_Request_Validate_1st....................................................................................... 59
DM9000_Check_For_Alt_Name ........................................................................................... 60
PP10000_Task_Complete........................................................................................................ 61
DM11000_ReturnToMain_or_HangUP ............................................................................... 62
PP12000_Thanks_Before_Return .......................................................................................... 64
PP13000_Goodbye ................................................................................................................... 64
DM14000_Post_Options......................................................................................................... 65
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Chapter 2: Background and Motivation
2.1

Executive Summary
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) Automated replacement Medicare Card service 2) Automated benefit
verification letter service.

2.1.1

What the application does

2.1.2



Self-Serve Medicare Card Replacement Requests – Use of this application
requires that you currently receive Medicare Benefits, or that you are eligible to
receive benefits. This application will allow callers to request a new or replacement
Medicare Card, and will receive approximately 785K calls annually.



Self-Serve Benefit Verification Requests – Use of this application is for Social
Security beneficiaries and will allow callers to request a statement of Social Security
benefit verification letter for various purposes. This application will receive
approximately 1.9 million calls annually.

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 fulfillment of Benefit Verification letter requests or Medicare
Replacement Card 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. Transcription time introduces
delays in mailing out the forms, resulting in callers calling back to find out if their
forms have been mailed.

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.

2.1.3

Callers’ goals
Callers are seeking simple self service.

2.2

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2.3

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Open Issues

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Chapter 3: About the Callers
3.1

Introduction
The design of the user interface is driven, in part, by ScanSoft’s understanding of the
population of callers to the system. Generally, callers will access the system for one of two
reasons. They are either Medicare recipients looking to replace a Medicare card or Social
Security recipients looking to receive a letter verifying their Social Security benefits. These
two caller populations will call an 800 number to access the N8NN Main Menu system, and
will eventually route themselves to the new BEVE/MRC speech application to request a
replacement Medicare Card or request a verification of Social Security benefits.
It is presumed that all callers are first timers who will not call again.

3.2

Demographics Data
65+
11120000

18+

General Population: Age of Recipients
Thirty nine million people are receiving benefits.
Eight percent of them are disabled and range in age
from 18 on up. The rest are 65 and older. There are
also 8 million people of any age on Supplemental
Security Income (SSI)

35880000

<-- 61
61 -->

Caller Population: Age Distribution
BEVE: Of the 1.9 million annual callers,
66% are below 61 years of age.
MRC: Of the 785,000 callers requesting Medicare
Replacement Cards, 66% are above 70 years of age.

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The chart below shows the age distribution within the general US population. It is included
here because it is assumed that the age distribution of the potential caller population roughly
matches that of the general population.

Who are SSA
beneficiaries?
 Elderly (62+ years)
35.8 million.
Most likely have not
had experience with
VUI

SSA BEVE2



Disabled (18+ years)
3.12 Million
~8% of the
population?



Low Income (18+)
8 Million
Supplemental Security
Income (SSI)

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Caller Archetypes
James Richards
James is 67 years young, living in Grand Forks, North Dakota, 90 miles south
of the Canadian border in eastern North Dakota. He has a small woodworking
shop that’s attached to his garage. The bank has told him he needs to provide
a verification letter from the SSA as proof of income for a home improvement
loan.
Jane Preston-Blair
She is originally from Norwalk, Connecticut. She married her hometown
sweetheart 39 years ago and they enjoyed 28 years of US Air Force life. They
traveled all over before retiring and settling in North Carolina and that is
where they call home. They have four wonderful daughters, who have
rewarded them with seven beautiful grandchildren. Jane is requesting a
verification letter. Her name is hyphenated. She’ll have to spell her name.
Julia Davis (Brewer)
Born in Tampa Florida in 1948, Julia is disabled. She is a Medicare recipient
and has also received Supplemental Security Income for the last several years.
She is seeking a Replacement Medicare Card. Recently divorced; she is still
listed under her ex-husband’s name. Her request fails on name mismatch and
prompts for an alternate.
Jim Trouble
This boy is a 15 year old wanna-be hacker, randomly trying Social Security
numbers. He has no criminal intent, but is curious to see if he can retrieve
social security numbers by using the system. The information he gives does
not validate and his request is rejected out of hand. He will likely hang up
when he learns he is being transferred to an operator.

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Chapter 4: Call Examples
Callers arrive at this portion of the system by navigating through the N8NN main menu (via
DTMF or Simple Speech) 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 “replacement card” or “verification letter” path. The Speech
system will receive a flag signifying the task the caller is attempting to complete.
The call scenarios covered here include:





4.1

Benefits Verification Letter
Benefits Verification Letter
Medicare Card Request
Medicare Card Request

No errors.
Handling hyphenated name / spelling.
Listed under an alternate name.
Rejected request.

Sample Call Design Considerations

4.1.1

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.

4.1.2

Confirmation Strategy:
When designing speech interfaces, it’s often desirable to group confirmations together
whenever possible; as in “So that’s Tuesday at 10AM for an hour. Right?”, but in Jill’s case,
the data-types seem too unrelated. Because of the nature of her application, she’s forced to
confirm at every turn. To justify this, she goes out of her way to acknowledge the
importance of “getting things right”. Her prompting for confirmations becomes briefer as
the caller progresses.

4.1.3

In Session Tracking:
There are some prompts which exploit a simple form of in session tracking. Jill’s exit and
hand-off phrases are context sensitive. That is, they specifically talk to the issues that have
lead to the hand-off.

4.1.4

Longevity:
Since the system is basically a one shot (first time is the last time) system where the task
completion is more important than longevity, Jill is slightly biased towards relatively severe
hand-holding to minimize dropout. Jill doesn’t advertising operator assistance, though she
will eventually recommend it, as a path of last resort.

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4.2

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Call #1: No Collection Problems
James Richards
James is 67 years young, living in Grand Forks, North Dakota, 90 miles south of the
Canadian border in eastern North Dakota. He has a small woodworking shop that’s attached
to his garage. The bank has told him he needs to provide a verification letter from the SSA
as proof of income for a home improvement loan.

File Type	application/pdf
File Title	SSA COADD UIspec COA
File Modified	2009-06-29
File Created	2009-06-29