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1003-VP-SDD-SSA_TKWR-E2D7
SSI Wage Reporting Expansion 1.1 (TNRS/TKWR)
Voice Portal Application
Service Design Document
Edition 2
Draft 8
March 14, 2008
Verizon Business Confidential
© 2009 Verizon Business, Inc. All Rights Reserved
SSI Wage Reporting Expansion 1.1 Voice Portal Application Service Design Document
1003-VP-SDD-SSA_TKWR-E2D8
March 14, 2008
Contents
Revision History ............................................................................................................ 4
1.
2
Introduction......................................................................................................... 6
1.1
Objective ........................................................................................................... 6
1.2
Service Provisioning Details.............................................................................. 6
1.3
Conventions ...................................................................................................... 7
Application Summary ............................................................................................. 8
2.1
Voice Portal Application Invocation................................................................... 8
2.2
Application Functionality ................................................................................... 8
3.
Application Call Flows ..................................................................................... 10
3. 1
Main Service Flow........................................................................................... 10
3. 2
Detailed Application Call Flow......................................................................... 12
3.2.1
3.3
Monthly Wage Reporting ......................................................................... 12
Subprocesses ................................................................................................. 17
3.3.1
Confirmation Subprocess......................................................................... 17
3.3.2
Error Handling Subprocess...................................................................... 18
3.3.3
Global Commands ................................................................................... 21
4.
Application Specification Requirements ........................................................ 22
4.1
Network Capacity Requirements..................................................................... 22
4.2
Platform Interface Requirements .................................................................... 22
4.3
General Application Functionality.................................................................... 22
4.4
Application Data Requirements....................................................................... 22
4.4.1
Monthly Wage Reporting Data................................................................. 23
4.4.2
Monthly Wage Reporting Data Privacy .................................................... 23
4.4.3
TNRS Interface Specification................................................................... 23
4.5
Reporting Data Requirements......................................................................... 24
4.5.1
4.6
Call Results Data – Details About the Call............................................... 24
Caller Interaction Behavior.............................................................................. 25
4.6.1
All Transactions ....................................................................................... 25
4.6.2
Monthly Wage Reporting Transaction...................................................... 26
Appendix A.
Grammar & Slot Definitions .............................................................. 29
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Appendix B.
Dialog Specification ........................................................................... 30
B.1
Conventions .................................................................................................... 30
B.2
Global Commands .......................................................................................... 31
B.3
Dialog States – Monthly Wage Reporting ....................................................... 31
B.3.1
Entry into Voice Portal (EIVP-7000)......................................................... 31
B.3.2
Get Caller’s Social Security Number (GCSN-7010) ................................. 32
B.3.3
ANI First Name Confirmation (ANIFNC-7020) ......................................... 35
B.3.4
Get First Name (GFN-7030) .................................................................... 36
B.3.5
ANI Last Name Confirmation (ANILNC-7020).......................................... 40
B.3.6
Get Last Name (GLN-7040)..................................................................... 41
B.3.7
Other Last Name (OLN-7050).................................................................. 45
B.3.8
Get Caller’s Other Last Name (GCOLN-7060)......................................... 46
B.3.9
Caller’s Date of Birth (CDOB-7070) ......................................................... 50
B.3.10
Is Caller Wage Earner (CWE-7080)......................................................... 53
B.3.11
Get Wage Earner Social Security Number (GWESSN-7090) .................. 54
B.3.12
Submit Query to SSA Database .............................................................. 57
B.3.13
Get Wage Amount (GWA-8010) .............................................................. 58
B.3.14
Submit Wages Data (SWD-8020) ............................................................ 61
B.3.15
Report Another (RA-8030) ....................................................................... 61
B.3.16
Negative SSA Response (NSSAR-8040)................................................. 62
B.3.17
Exit / Complete Call ................................................................................. 63
Appendix C.
Acronyms............................................................................................ 64
Figures
Figure 1. Main Service Flow.......................................................................................... 11
Figure 2. Monthly Wage Reporting Call Initialization ..................................................... 14
Figure 3. Monthly Wage Reporting Call Flow ................................................................ 15
Figure 4. Confirmation – Confidence Path Flowchart .................................................... 18
Figure 5. Error Handling Flowchart ............................................................................... 19
Figure 6. Help Flow ....................................................................................................... 21
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Revision History
Date
Edition
Revision Description
Subject Matter Experts
09/08/05
E1D1
Initial Draft
David Sannerud
[email protected]
09/12/05
E1D2
Updated document based on comments from internal
review
David Sannerud
[email protected]
09/15/05
E1D3
Added Application Summary diagram and call data
sections
David Sannerud
[email protected]
09/15/05
E1D4
Updated document number, added service
provisioning details, and other edits from review.
Dennis Kaip
[email protected]
09/20/05
E1D5
Updated after internal document review meeting
David Sannerud
[email protected]
09/20/05
E1D6
Modified after SSA clarification. Added call flow
diagrams.
David Sannerud
[email protected]
10/12/05
E1D7
Add Dialog Specification (UI Design)
Kitty Morel
[email protected]
10/14/05
E1D8
Update based on customer review
Kitty Morel
[email protected]
10/27/05
E1D9
Modifications to Dialog Specifications and addition
of confirmation grammar to Appendix A.
David Sannerud
[email protected]
11/1/05
E1D10
Updated Dialog Specification with Requirement ID’s
supplied by Shirley Washington (SSA)
Kitty Morel
[email protected]
Shirley Washington
[email protected]
11/28/05
E1D11
Update SDD to as built
David Sannerud
[email protected]
12/01/05
E1D12
Update to address SSA defects
David Sannerud
[email protected]
12/02/05
E1D13
Update to address SSA defect 66 and to include
prompting for times when application is ‘closed’.
Dennis Kaip
[email protected]
Specified error conditions in Dialog Specification to
address SSA defect 76
01/23/06
E1D14
Add breakup of ANI name confirmation and
Goldberg/Kelly Rule processing
David Sannerud
[email protected]
02/14/06
E1D15
Say and spell name in name confirmation
David Sannerud
[email protected]
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Date
Edition
Revision Description
Subject Matter Experts
03/21/06
E1D16
Addition of Off Hours Greeting (Status Code 0152)
David Sannerud
[email protected]
04/05/06
E1D17
Change Control 001 Prompt caller on wage earner
first.
David Sannerud
[email protected]
11/03/06
E1D18
Change Control 002 Reword prompts to remove
earned language
David Sannerud
[email protected]
11/19/07
E2D1
Adding TNRS process
David Sannerud
David.Sannerud@verizonbusin
ess.com
11/26/07
E2D2
Update after internal review
David Sannerud
David.Sannerud@verizonbusin
ess.com
12/3/07
E2D3
Update to Goldberg Kelly dates
Kim Rothlis
Update to TNRS Document version
Kim.e.rothlis@verizonbusiness
.com
David Sannerud
David.Sannerud@verizonbusin
ess.com
Update to add Data Privacy Section
Terri Runion
Update to add TWKR Minimum Age Business Rule
Teresa.Runion@verizonbusine
ss.com
Updated Title of SDD at request of SSA
Terri Runion
2/21/08
2/26/08
E2D4
E2D5
Teresa.Runion@verizonbusine
ss.com
3/10/2008
E2D6
Fixes for Issues 21670, 21671 & 21673
Terri Runion
Teresa.Runion@verizonbusine
ss.com
3/12/2008
E2D7
Update for Platform Information
Terri Runion
Teresa.Runion@verizonbusine
ss.com
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1.
Introduction
This document describes the speech service design for the SSI Wage Reporting Expansion 1.1
Voice Portal application.
1.1 Objective
The objective of this document is to outline the overall service flow and highlight critical dialog
states and application behavior. This document also outlines the requirements for the application.
The primary audience is SSA Operations, Verizon Business Speech Technology Implementation,
and Verizon Business Test.
1.2 Service Provisioning Details
The following are details necessary in the Verizon Business interface and are transparent to the
caller. Also listed below is the IASA sub account information.
Published number
866-772-0953
10-digit number dialed by
caller
IASA Infranet ID
1456082
Customer identifier used
for billing (also called
SubAccount ID)
Organization Name
SSA-1456082
Internal Voice Portal
reference
Service Name
TCI_ 1456082_ TKWR
Identifier used for billing
Provisioned 8XX
number
866-772-0953
Can be same as DNIS or
Hidden Outdial(s)
depending on structure of
network interface
associated with an
application
Hidden Outdial Number 877-876-3878 (invokes
(Routed to Voice
primary application)
Portal)
Identifies different entry
points to an application or
different applications
invoked by Voice Portal
SSA Agent Transfer
Number
There shall be no agent
transfer.
N/A
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1.3 Conventions
Words and phrases enclosed in arrow brackets (< >) are variable data, usually used as examples
of actual application responses. Words and phrases enclosed in single quotes (‘ ‘) correspond to
speech recognized by the application. Words and phrases enclosed in double quotes (“ “) are
spoken by callers or the application.
NOTE: Some of the actual prompts in the developed application may differ from the wording
presented in this document.
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2 Application Summary
The SSI Wage Reporting Expansion 1.1 (TKWR) application will allow callers who are
responsible for reporting wages to report monthly wages over the telephone. The application
will interact with a Social Security Administration (SSA) web service to post data collected from
the caller, and if that data is indicated as valid, the application will interact with SSA to post
collected wage information provided by the caller.
After a welcome message, the application shall prompt the caller to determine if the caller is
reporting wages for themselves or another. If the caller is reporting another, the application shall
collect the wage earner’s social security number. For authentication, the application shall collect
the name, date of birth and the caller’s social security number. The application shall post the
caller and wage earner information to the SSA web service. If the application receives a
response that the data is valid, the application shall collect the wage earner’s monthly wage. The
application shall post the monthly wage and date information to the SSA web service.
To assist in name collections TKWR shall use the SSA provided web service Telephone Name
Recognition Service Project (TNRS) as described in SSA-Verizon Data Exchange Protocol for
the Telephone Name Recognition Service Project (TNRS) Version 1.8. TKWR shall only
contact TNRS once during any call and only after the caller does not confirm the collected name
or if the caller’s utterance is out of grammar. If the TNRS system is available, TKWR shall post
data from the caller to TNRS and the TNRS system will return all names associated with the
data. The names are then used as a supplemental grammar to the current name collection
grammars. The supplemental grammar is used only after the name is out of grammar or a no to
confirm of the collected name. If the TNRS is unavailable or does not return data, TKWR shall
continue the call normally without the use of supplemental grammars in any name collection.
See Figure 4.
All data shall be transmitted to the proper SSA provided web service in XML format as
described in the SSA-Verizon Business Data Exchange Protocol for the Monthly Wage
Reporting Phase 2 Project (TKRW2) document Version 1.0. The application shall allow the
caller to report monthly wage data on multiple individuals. Verizon Business will not store the
SSN or any other sensitive information collected during the use of this application.
2.1 Voice Portal Application Invocation
The application will be accessed when a caller dials the appropriate application and is routed to
Voice Portal through Verizon Business’s Next Generation Service Node (NGSN).
2.2 Application Functionality
At the initiation of a call, the application shall first ping the SSA provided web service to
determine if it is available. If the SSA web service responds to the ping, the application shall
extract the session id (cookie) for use in all following transactions. The application shall prompt
the caller to determine of the caller is reporting their own wages or reporting wages for another.
If the caller is reporting for another, the application shall prompt the caller for the wage earner’s
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social security number. To satisfy the authentication message the application will prompt the
caller for the caller’s social security number, the caller’s first and last name, any second last
name (i.e. a maiden or professional name) and the caller’s date of birth. This data shall be sent to
the SSA provided web service. If the response from SSA does not report any errors, the
application shall prompt the caller for the wage earner’s monthly wage. If the collection is
successful, the data shall be posted to the SSA provided web service site.
If the SSA provided web service does not respond from any transmission from the application,
the application shall play a message indicating the SSA system is unavailable.
Section 3.2 illustrates the dialog states of the application in detail.
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3. Application Call Flows
The flow charts in this section outline the application behavior and detail the critical dialog
states.
3. 1 Main Service Flow
Figure 1 below illustrates the high level dialog flow for the application. The call follows this path
when the intended behavior occurs on the part of both the caller and the application.
Each of these steps is illustrated in more detail in the diagrams that follow.
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Figure 1. Main Service Flow
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3. 2 Detailed Application Call Flow
This section illustrates the various paths that can be taken during the application call flow. Please
note that error and confidence-level paths can be taken any time the application expects an
interaction with the caller. These sub-processes are detailed in section 3.3.
3.2.1 Monthly Wage Reporting
Figure 2 illustrates the call flow for the wage reporting application. After the application pings
the SSA provided web service for availability, the application shall acquire a session id (cookie)
from the ping response. First, the caller shall be prompted to determine if the caller is reporting
wages for them self. If the caller is reporting wages for another individual, the caller shall be
prompted for the wage earner’s social security number. After the wage earner’s social security
number is collected or if the caller is reporting themselves, the caller shall be prompted for their
for their social security number. The application shall perform a reverse ANI lookup to
determine the caller’s name. The caller will be asked to individually confirm the first and then
last name from the ANI lookup. The caller shall be asked to confirm a name only if the name
contains more than two letters, and contains no spaces or punctuation. If no ANI data exists or
the ANI data is rejected by the caller, the application shall prompt the caller for that part of their
name.
During name capture process, the caller shall be prompted to say and spell their first and last
name. During the name confirmation dialog, the recognized name shall be repeated and spelled
out. The caller shall be queried if there is a secondary name associated with the social security
number. If the caller confirms there is a secondary name, the application shall prompt for that
secondary name. During the other name confirmation dialog, the recognized name shall be
repeated and spelled out.
In a name collection phase, if the name is not confirmed or if the name is out of grammar, the
TNRS shall be used to aid in the name recognition process. The TKWR system shall first ping
the TNRS system. If the ping is successful, a TNRS message will be posted to retrieve the
caller’s first, last, and alternate names. The returned data shall be used to generate a
supplemental grammar in the event of an out of grammar response or if the caller does not
confirm the collected name. If either the ping or post is unsuccessful, the name collection
process shall continue without the use of the supplemental grammar and no further TNRS
contact is attempted. If an error occurs during the TNRS process, the TKWR shall continue
normally.
After the caller’s other name is collected, the application shall prompt the caller for their date of
birth.
After this information is collected, the application shall post the data to the SSA provided web
service.
If the SSA web service response is that the data is valid, the caller shall be prompted for the
wages paid to the wage earner for the previous month.
The application shall transmit the wages and month and year of wages to the SSA provided web
service.
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After all interactions with the SSA web service, the application shall play the caller an
appropriate message depending on the success or failure of the response returned by the SSA
provided web service.
The application shall ask the caller if he/she wishes to report wages on other individuals. If so,
the application will return the caller to the wage earner’s social security prompt.
If the application is unable to send to the SSA provided web service or receive data from the
SSA provided web service, the application shall play a message requesting the call be attempted
at a later time.
The Goldberg/Kelly (G/K) rule specifies the number of days from the beginning of a month that
the voice portal application is open to accept calls. The G/K cutoff dates, as supplied by SSA,
are currently configured in a property file as follows:
Month/Year
Cutoff Date
1/2008
9
2/2008
8
3/2008
7
4/2008
9
5/2008
9
6/2008
9
7/2008
9
8/2008
8
9/2008
9
10/2008
9
11/2008
7
12/2008
9
The application shall play the closed greeting as show in appendix B.3.17 after 23:00 Eastern
Standard Time on the cutoff date. If no date is specified for a month, the cut off date shall
default to the ninth day of that month.
Verizon Business expects that the G/K condition shall be a status code from the TKWR data
exchange PING message, indicating the application to be in a G/K closed period.
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Begin Call
Ping SSA Host
Play Error
Message
Error
Ping Result
Play Closed
Greeting
G/K Rule
Yes
End Call
SSA Unavailable
Acquire
Session ID
End Call
Welcome
Message
Is Caller Wage
Recipient
Collect
Wage Recipient
SSN
Caller is
Earner
No
Yes
Figure 2. Monthly Wage Reporting Call Initialization
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Figure 3. Monthly Wage Reporting Call Flow
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Figure 4. TKWR Use Of TNRS
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3.3 Subprocesses
3.3.1 Confirmation Subprocess
The application uses two possible types of confirmations depending on the dialog state:
confidence-based and explicit (always confirm). Both of these are described and illustrated in
the sub-sections below.
Asking for confirmation, may result in:
A confirmation of a correct result (a ‘yes’ response)
Explicit rejection by the caller of one or more wrong “guesses” (a ‘no’ response)
Failure to understand the caller’s confirmation response(s)
A timeout
The last two results fall into configurable thresholds for maximum errors allowed. The resulting
behavior is part of the application’s error handling logic, described at a high level in section
3.3.2.
3.3.1.1
Confidence Path
Confirmation based on confidence is standard functionality used in speech recognition
applications to match a caller’s response to multiple possibilities calculated by the recognition
engine. Recognition of global commands, such as ‘help’, will follow this logic.
Generally, configurable settings are used to designate levels at which the application will apply
different behavior. Note that because settings are adjustable based on a number of factors,
including tuning to actual caller experience, this document will not specify confidence levels in
precise increments, but will instead adhere to general levels of ‘high’, ‘medium’, and ‘low’.
For this application, the confidence-based confirmations will behave as illustrated in the figure
below.
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High
Confidence Path
Start
Reprompt
Confidence
Level?
no
Subprocess End
Medium
Confirmation Prompt
yes
Correct?
Low
no
Max retries?
Max retries?
no
yes
Play Informational
Message
yes
Figure 4. Confirmation – Confidence Path Flowchart
3.3.2 Error Handling Subprocess
The application includes error recovery for out-of-grammar (no match), low recognition
confidence utterances from the caller, or no response at all (no input). Within a specific dialog
state, the maximum combined total for these types of errors is typically set to three, but may
differ depending on the type of information being gathered and the specific needs of the
application.
After reaching the maximum combined total NoMatch or NoInput errors, the caller is played an
informational message and the call completes as an unsuccessful transaction. Figure 5 outlines
the application’s error handling behavior and sample dialogs that include errors.
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Caller input
detected?
Start
no
yes
NoMatch?
yes
NoMatch
1st reprompt
A
Max
NoMatch/
NoInput?
no
NoInput
1st reprompt
B
Max
NoMatch/
NoInput?
yes
no
B
yes
no
NoInput?
A
yes
NoMatch?
no
no
no
NoMatch?
NoInput?
no
yes
yes
Subprocess
End
no
NoMatch
2nd reprompt
Subprocess
End
NoMatch/
NoInput?
NoInput
2nd reprompt
Nomatch/
NoInput?
no
yes
yes
Play Informational
Message
Play Informational
Message
Figure 5. Error Handling Flowchart
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Sample Dialog for No Input Timeouts
The following are examples of what might be used if the caller does not respond during the
mailing list removal dialog 1 .
1st Timeout
“I’m sorry, I didn’t hear anything. Please say or key-in
your social security number.”
2nd Timeout
“I’m not sure if you said anything. Please say your social
security number. If you prefer, you can also key in the
digits using your touch-tone keypad. For more
information, say ‘help’.”
Sample Dialog for No Match Retries
The following are examples of what might be used if the caller gives an invalid response mailing
list removal capture dialog 1 .
1
1st Invalid Response
“I’m sorry, I didn’t understand that. What was your date
of birth again?”
2nd Invalid Response
“I’m still having trouble understanding. For more
information, say ‘help’.”
Prompts presented here may vary from the actual ones used in the dialog.
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3.3.3 Global Commands
The application allows a minimal number of global commands, that is, these are commands that
the caller can say anytime during the call to invoke specific behavior. This application allows
the caller to explicitly request help at any time. Depending on the confidence associated with the
global command, the application may confirm Help requests before invoking Help behavior.
When help is requested, the application uses escalating help as appropriate. Escalating help
involves increasing the level of detail with each successive help request within the same dialog
state. For example, the following responses are examples of what might be used if the caller
asks for help during the Name collection dialog 1 .
1st Help response
“Here’s some help. Please say and then spell your first
name, like this Mary M A R Y.”
2nd Help response
“Before we can move on, I need your first name. You
need to say your first name, and then spell it, like this
Mary M A R Y.”
After the third request for help, the caller will be played an informational message. Figure 6
illustrates how the ‘help’ command can be used during any caller interaction.
Start:
Help Requested
Help
Requested?
1st Help Response
no
yes
2nd Help Response
Play Informational
Message
yes
Help
Requested?
Figure 6. Help Flow
1
Prompts presented here may vary from the actual ones used in the dialog.
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4. Application Specification
Requirements
This section outlines the detailed requirements for the SSI Wage Reporting Expansion Voice
Portal application.
4.1 Network Capacity Requirements
1. Verizon Business shall support 600 calls per month, with each call lasting an average of three
(3) minutes (600 calls x 3 min = 1,800 minutes per month).
4.2 Platform Interface Requirements
1. Calls to the application shall be routed from NGSN to Voice Portal.
2. The application shall support the ability to use SSA HTTPS data exchange mechanism to
transfer the data collected from the wage reporting application to the SSA.
4.3 General Application Functionality
1. The application system operation language shall be North American English.
2. All dates and times shall be GMT unless otherwise specified.
3. The application audio prompts shall be professionally recorded using contracted voice talent
in a business-friendly manner and normal pace.
4. The application shall allow barge-in when appropriate.
Note: Barge-in settings are configurable per dialog state. Settings are based on
standard speech recognition industry practices and development experience.
5. The application shall support DTMF entry for digits (i.e. social security number).
6. The application shall support rapid re-prompt.
7. The application shall support escalating help.
8. Verizon Business assumes that all names will be considered equivalent by the SSA when the
first five (5) characters of collected names match the names on file with the SSA.
9. Each call to the Voice Portal application shall result in a billable transaction record. In
addition, each additional post shall result in a billable transaction.
4.4 Application Data Requirements
1. The application shall log Caller’s ANI.
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2. The application shall store the following information for reporting purposes (result shall be
success or failure):
a.
Date and time of the call
b.
Name capture result
c.
Birth date capture result
d.
Social security number capture result(s)
e.
Wage capture result
3. The application shall retrieve session ids (cookies) and post the collected data to
a.
https://199.173.231.147/apps7z/TKWR/RemoteController (Production)
b.
https://199.173.231.165/apps7z/TKWR/RemoteController (DIET2)
c.
https://199.173.231.150/apps7z/TKWR/RemoteController (DIET1)
d.
https://199.173.231.150/apps7z/TKWR/RemoteController (Validation)
e.
https://199.173.231.150/apps7z/TKWR/RemoteController (Development)
4.4.1 Monthly Wage Reporting Data
1. The data captured shall be formatted into xml and posted to the URL specified in Section 4.4.
2. All data communications shall adhere to the specifications as defined in the document “SSAMCI Data Exchange Protocol For The Monthly Wage Reporting Phase 2 Project (TKWR)
Version 1.0” dated October 13th, 2005.
4.4.2 Monthly Wage Reporting Data 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, The confidential flag shall be set to true for all dialog modules collecting this
information from the caller.
4.4.3 TNRS Interface Specification
1. All data communication shall adhere to the specifications as defined in the document “SSAVerizon Data Exchange Protocol for the Telephone Name Recognition Service Project
(TNRS) Version 1.7” dated December 3, 2007.
2. All message formats and host system internet addresses shall be retrieved from this data
exchange document.
3. A WSDL will be provided to Verizon Business by SSA.
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4.5 Reporting Data Requirements
The requirements in this section are internal details transparent to SSA.
1. A file containing results data about each call shall be transmitted from Voice Portal to EIVR.
See section 1.4.14.5.1 below.
2. Each data file shall be transmitted to EIVR hourly.
3. All times used within the Voice Portal captured data shall be in Greenwich Mean Time
(GMT).
4. The records in each data file transmitted from Voice Portal to EIVR shall consist of multiple
fields, separated by a comma (i.e. CSV-Comma Separated Value).
5. Voice Portal shall store/archive call result data for a minimum of 7 days.
4.5.1 Call Results Data – Details About the Call
The requirements in this section describe how the application and the interface between Voice
Portal and EIVR will handle the data captured about each call.
1. The call results data captured by Voice Portal about each call shall be transmitted to EIVR in
one (1) file named using the following convention (where the date/time stamps are beginning
and end times for the captured data):
Benefit Verification Requests:
VPSSACR_MWR__.data
2. The file shall contain one (1) record for each call to the Voice Portal, regardless of call result.
3. The records in each call results data file transmitted from Voice Portal to EIVR shall include
the following comma-separated fields:
a.
Start Time (when call reached Voice Portal and the application was invoked)
Format: YYYYMMDDHHMMSS
b.
End Time (when call terminated in Voice Portal)
Format: YYYYMMDDHHMMSS
c.
Caller’s ANI
d.
Count of successful wage postings
e.
Call Result Code (Voice Portal’s result):
Call Abandoned - caller hung up
001 = Caller abandoned before responding
002 = Caller abandoned at SSN prompt
003 = Caller abandoned during first name collection
004 = Caller abandoned during last name collection
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005 = Caller abandoned during other name collection
006 = Caller abandoned during birth date collection
007 = Caller abandoned during wage earner’s SSN collection
008 = Caller abandoned during wage collection
Call Successful – one or more posting of wages paid
200 = Complete - task completed
Call Exited - did not complete task per business rules
300 = Complete – request denied
400 = Host not available
500 = Complete – closed greeting
4. EIVR shall use the call results data received from Voice Portal to create and send a report to
SSA.
4.6 Caller Interaction Behavior
4.6.1 All Transactions
1. The application shall attempt to identify the caller’s name using Reverse Automatic Number
Identification (ANI) lookup.
2. The application shall play a transaction completion message (e.g., “Thank you for using the
Social Security Administration’s monthly wage reporting line...”).
3. If the application is unable to send to the SSA provided web service, the application shall fail
and play a message indicating the SSA provided web service is unavailable.
4. The application shall not support caller request for agent, nor shall the application support
agent transfer.
5. If the application does not receive a reply from the SSA provided web service in a reasonable
time, the application shall fail and play a message indicating the SSA provided web service is
unavailable.
6. Confirmation thresholds for all dialog states shall be determined during application design
and initial application tuning.
7. If the caller’s utterance is received with high confidence, the application shall accept the
utterance and proceed to the next step of the call flow.
8. If the caller’s utterance is received with medium confidence, the application shall confirm the
utterance.
9. If the caller’s utterance is received with low confidence, the application shall use a retry
prompt.
10. If no caller utterance is received, the application shall use a timeout limit and retry prompt.
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11. If an “out of grammar” utterance is received, including but not limited to invalid/unexpected
touch tones, the application shall reprompt the caller.
12. If a “help” utterance is received, the application shall play context sensitive help prompts.
13. If the caller’s utterance is “repeat”, the initial prompt of the current dialog module will be
replayed unless the dialog module is one of the Get Names modules. In the case of Get
Names, the most recent prompt will be replayed.
4.6.2 Monthly Wage Reporting Transaction
1. The application shall support the ability to capture the following from the caller:
a.
First name
b.
Last name
c.
Other last name
d.
Social security number
e.
Date of birth
f.
Wage earner’s social security number
g.
Monthly wage
4.6.2.1
Name Capture
1. For both first and last name, if ANI lookup is successful, and the name contains three or
more characters, and the name contains no spaces or punctuation, the application shall
prompt the caller to confirm the identified name.
2. If the caller confirms the first name portion of the ANI lookup data, the confirmed first name
shall be used.
3. If the caller does not confirm the first name portion of the ANI lookup data, the application
shall prompt for a new first name.
4. The application shall prompt the caller to say and spell the first name using only the say and
spell grammar.
5. Confirmation of the first name shall follow the standard confidence path functionality
described in the Confidence Path section.
6. If the first name is not confirmed or the first name is out of grammar, the application shall
attempt to retrieve all caller names via the SSA TNRS. If successful, the returned first name
shall be used as a supplemental grammar in conjunction with the say and spell name
grammar, in subsequent first name collections.
7. If the first name is not recognized on or before the third attempt, the application shall fail and
prompt the caller to try again later.
8. If the caller confirms the last name portion of the ANI lookup data, the confirmed last name
shall be used.
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9. If the caller does not confirm the last name portion of the ANI lookup data, the application
shall prompt the caller for a new last name.
10. The application shall prompt the caller to say and spell last name using only the say and spell
grammar.
11. Confirmation of the last name shall follow the standard confidence path functionality
described in the Confidence Path section.
12. If the last name is not confirmed or the last name is out of grammar, the application shall
attempt to retrieve all caller names via the SSA TNRS (only if not already invoked during
first name collection). If the TNRS has been successful, the returned last name shall be used
as a supplemental grammar in conjunction with the say and spell name grammar, in
subsequent last name collections.
13. If the last name is not recognized on or before the third attempt, the application shall fail and
prompt the caller to try again later.
14. The application shall prompt the caller if they have another last name (i.e. professional or
maiden name).
15. If the caller has a secondary last name, the application shall prompt the caller to say and spell
the other last name using only the say and spell grammar.
16. Confirmation of the last name shall follow the standard confidence path functionality
described in the Confidence Path section.
17. If the secondary last name is not confirmed or the secondary last name is out of grammar, the
application shall attempt to retrieve all caller names via the SSA TNRS (only if not already
invoked during first name or last name collection). If the TNRS has been successful, the
returned secondary last name shall be used as a supplemental grammar in conjunction with
the say and spell name grammar, in subsequent secondary last name collections.
4.6.2.2
1.
Date of Birth
The application shall prompt the caller to say their date of birth.
2.
Confirmation of birth date shall follow the standard confidence path functionality
described in the Confidence Path section.
3.
During confirmation, Voice Portal shall use TTS to playback the birth date.
4.
If the birth date is not recognized on or before the third attempt, the application shall fail
and prompt the caller to try again later.
5.
The date of birth year shall be collected in the range 1900 to current year minus 12 in
accordance with SSA-MCI Data Exchange Protocol for the Monthly Wage Reporting Phase
2 Project(TKWR), Version 1, Social Security Administration, February 12, 2008.
4.6.2.3
Social Security Number Capture
1. The application shall prompt the caller for their nine (9) digit social security number.
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2. Confirmation of the social security number shall follow the standard confidence path
functionality described in the Confidence Path section.
3. If the application fails to recognize the social security number within the maximum number
of retries, the application shall fail and prompt the caller to try again later.
4. The application shall prompt the caller if they are the wage earner.
5. If the caller is not the wage earner, the application shall prompt the caller for the wage
earner’s social security number.
6. Confirmation of the social security number shall follow the standard confidence path
functionality described in the Confidence Path section.
7. If the application fails to recognize the social security number within the maximum number
of retries, the application shall fail and prompt the caller to try again later.
4.6.2.4
Monthly Wage Amount
1. The application shall prompt the caller for the previous month’s wages.
2. Confirmation of the previous month’s wages shall follow the standard confidence path
functionality described in the Confidence Path section.
3. If the application fails to recognize the wage amount within the maximum number of retries,
the application shall fail and prompt the caller to try again later.
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Appendix A. Grammar & Slot Definitions
Dialog State
Grammar
Slots
Response
Slot Values
Get first name
SayAndSpellGivenName
name
Character
[‘’]
Get last name
SayAndSpellSurname
name
Character
[‘’]
Get secondary name
SayAndSpellSurname
name
Character
[‘’]
Get birth date
Date
tbd
Character
[‘’]
Get social security
number
SSN
tbd
Character
[‘’]
Get wage earner social
security number
SSN
tbd
Character
[‘’]
Get wage amount
DollarsCents
tbd
Character
[‘’]
Table 3. Grammar and Slot Definitions
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Appendix B. Dialog Specification
This appendix outlines all custom dialog specification and audio prompts that will be specifically
recorded for the SSA Monthly Wage Reporting Voice Portal application.
B.1 Conventions
For the purposes of the dialog design specification, the following terms are defined.
Outgoing audio only
Interactive dialog with recognition
Involves a data exchange
Global
Command
A command the caller can give any time during the call to invoke a specific
behavior
Timeout
Prompt used in a reattempt after a no-speech timeout (caller didn’t say anything)
Retry
Prompt used in a reattempt after an out of grammar response from the caller
Help
Prompt used when caller explicitly requests help
Reprompt
Prompt used in a reattempt after a negative confirmation
Disambiguation Prompt used to confirm an alternate recognition hypothesis with the caller
Example usage scenarios:
Initial prompt
Initial prompt
Caller says nothing ERROR 1
System plays Timeout 1 prompt
Caller says something out of
grammar ERROR 2
System plays Retry 1 prompt
Caller says ‘help’
System plays Help 1 prompt
Caller says something within
grammar
System confirms
Caller says ‘no’
Initial prompt
Caller says nothing ERROR 1
System plays Timeout 1 prompt
Caller still says nothing
ERROR 2
System plays Timeout 2 prompt
Caller says ‘help’
System plays Help 1 prompt
Caller says something out of
grammar ERROR 3
Too many errors, system sends caller
to error message, then exit
ERROR 3
Too many errors, system sends
caller to error message, then exit
Caller says ‘help’
System plays Help 1 prompt
Caller says nothing
System plays Timeout 1 prompt
Caller says something within
grammar
System confirms
Caller says ‘no’
ERROR 2
System plays Reprompt 1 prompt
Caller says something within
grammar
System confirms
Caller says ‘yes’
Call proceeds
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B.2 Global Commands
Prompts
Commands
“Help”
“Operator”
”Agent”
DTMF
Action
n/a
0
Max errors/ retries
Confirm
Play context-sensitive help prompt for the first and second
command. Play Informational Message upon third command.
No
No agent will be available to the caller. Utterance will be
recognized, but a prompt will be played and caller returned to the
dialog state in which it was spoken.
No
Go To: Exit, condition Max Error except where otherwise noted
Note: Max errors/retries = 3 except where noted
B.3 Dialog States – Monthly Wage Reporting
The tables in this section illustrate the dialog prompts used in the Monthly Wage Reporting
application, per dialog state, and the associated logic within and among each one.
B.3.1 Entry into Voice Portal (EIVP-7000)
DS: Entry
PREVIOUS: NGSN – Routed to Voice Portal
Pre-condition
Action
TKWR-EIVP-7000Entry-DC-3
If current date is
during ‘closed’
period
Go to: Exit, condition Closed Greeting
TKWR-EIVP-7000Entry-DC-1
If ‘PING’ message
is successful
Execute this Dialog State
TKWR-EIVP-7000Entry-DC-2
Otherwise
Go to: Exit, condition Failure to interact with SSA Host
TWKR-EIVP-7000-Entry-NC-3
TWKR-EIVP-7000-Entry-NC-1
TWKR-EIVP-7000-Entry-NC-2
Prompts
Condition
TKWR-EIVP-7000Prompt-LC-1
Initial
Name
Wording
MWRwelcome
Welcome to the Social Security Wage Reporting
Service. Please have your social security
number, date of birth, and full name ready. If
you’re reporting for someone else please make
sure you have their social security number too.
Condition
TKWR-EIVP-7000Condition-DC-1
Barge-in
No
Action
Any
Go To: CallerEarner
TKWR-EIVP-7000-Condition-NC-1
NEXT: follow action above
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B.3.2 Get Caller’s Social Security Number (GCSN7010)
Grammar Dialog
DS: CallerSSN
PREVIOUS: CallerEarner, GetWageEarnerSSN
Prompts
REQID
Condition
TKWR-GCSN-7010Prompt-LC-1
Initial
MWRcallerssn_initial
Now, say, or key in, your social
security number
Yes
TKWR-GCSN-7010Prompt-LC-2
Timeout 1
MWRnsp_prefix1
Sorry, I didn’t hear anything.
Yes
MWRcallerssn_retry1
Please say or key in your nine digit social
security number
Yes
MWRnsp_prefix3
I’m not sure if you said anything.
Yes
TKWR-GCSN-7010Prompt-LC-5
MWRcallerssn_retry2
Please say or key in your nine digit social
security number now
Yes
TKWR-GCSN-7010Prompt-LC-6
MWRhelp_explicit
You can also say ‘help’ for more
information.
Yes
MWRerr_prefix1
Sorry, I didn’t catch that.
Yes
MWRcallerssn_retry1_b
Please say your nine digit social security
number like this: 1 2 3 – 4 5 – 6 7 8 9, or
enter it on your telephone keypad.
Yes
MWRerr_prefix3
I’m still having trouble understanding.
Yes
TKWR-GCSN-7010Prompt-LC-10
MWRcallerssn_retry2_b
Try keying in your nine digit social
security number using your telephone key
pad.
Yes
TKWR-GCSN-7010Prompt-LC-11
MWRhelp_explicit
You can also say ‘help’ for more
information.
Yes
MWRletstryagain
Let’s try again,
Yes
MWRcallerssn_retry1
Please say or key in your nine digit social
security number.
Yes
MWRtryonemoretime
Let’s try one more time
Yes
MWRcallerssn_retry2
Please say or key in your nine digit social
security number now
Yes
TKWR-GCSN-7010Prompt-LC-3
TKWR-GCSN-7010Prompt-LC-4
TKWR-GCSN-7010Prompt-LC-7
Timeout 2
Retry 1
TKWR-GCSN-7010Prompt-LC-8
TKWR-GCSN-7010Prompt-LC-9
TKWR-GCSN-7010Prompt-LC-12
Retry 2
Reprompt1
TKWR-GCSN-7010Prompt-LC-13
TKWR-GCSN-7010Prompt-LC-14
TKWR-GCSN-7010Prompt-LC-15
Reprompt2
Name
Wording
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TKWR-GCSN-7010Prompt-LC-16
Help1
TKWR-GCSN-7010Prompt-LC-17
MWRhelp1_prefix
Here’s some help.
Yes
MWRhelp_callerssn1
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. You can also key it in, using
your telephone keypad. Please try it
again now.
Yes
Option
TKWR-GCSN-7010Option-DC-1
Grammar Slot
Spoken or
DTMF digits
entry
Action
If Reverse ANI returned first name,
and first name is acceptable Go To:
ANIFirstNameConfirm
Ssn
Confirm
Always
Otherwise, Go To: GetFirstName
TKWR-GCSN-7010-Option-NC-1
TKWR-GCSN-7010Option-DC-2
Go to: Exit, condition Max Error
Max errors
no input/no
match
N/A
Threshold for Max Error Condition is
third no input error or third no match
error.
TKWR-GCSN-7010-Option-NC-2
TWKR-GCSN-7010Option-DC-3
Spoken
Repeat
Repeat initial prompt
TWKR-GCSN-7010-Option-NC-3
If
Necessar
y
Confirmation Prompts
REQID
Type
TKWR-GCSN-7010CPrompt-LC-1
Spoken
entry
Name
Context
Barge
in
MWRiheard
I heard
Yes
TKWR-GCSN-7010CPrompt-DD-1
< ... >
Yes
TKWR-GCSN-7010CPrompt-LC-2
MWRisthatright
Is that right?
Yes
MWRigot
I got
Yes
TKWR-GCSN-7010CPrompt-DD-2
< ... >
Yes
TKWR-GCSN-7010CPrompt-LC-4
MWRisthatright
Is that right?
Yes
MWRiheard
I heard
Yes
TKWR-GCSN-7010CPrompt-DD-3
< ... >
Yes
TKWR-GCSN-7010CPrompt-LC-6
MWRdidihearthatcorrect
ly
Did I hear that correctly?
Yes
MWRnsp_prefix1
Sorry, I didn’t hear anything.
Yes
TKWR-GCSN-7010CPrompt-LC-3
TKWR-GCSN-7010CPrompt-LC-5
TKWR-GCSN-7010CPrompt-LC-7
DTMF entry
2nd Spoken
entry
Confirmation
Timeout 1
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TKWR-GCSN-7010CPrompt-LC-8
MWRcallerssn_correctly
Did I get your social security number
right?
Yes
TKWR-GCSN-7010CPrompt-LC-9
MWRsayyesorno
Please say ‘yes’ or ‘no’.
Yes
MWRnsp_prefix3
I’m not sure if you said anything.
Yes
TKWR-GCSN-7010CPrompt-LC-11
MWRhereisscallerssn
Here's what I got for your social security
number
Yes
TKWR-GCSN-7010CPrompt-DD-4
< ... >
Yes
TKWR-GCSN-7010CPrompt-LC-12
MWRisthatright
Is that right?
Yes
TKWR-GCSN-7010CPrompt-LC-13
MWRsayyesorno
Please say ‘yes’ or ‘no’.
Yes
TKWR-GCSN-7010CPrompt-LC-14
MWRhelp_explicit
You can also say ‘help’ for more
information.
Yes
MWRerr_yesno_prefix1
I’m sorry, I can’t tell if you said ‘yes’ or
‘no’.
Yes
MWRcallerssn_correctly
Did I get your social security number
right?
Yes
MWRerr_yesno_prefix2
Sorry, I still couldn’t tell if you said ‘yes’
or ‘no’.
Yes
TKWR-GCSN-7010CPrompt-LC-18
MWRhereiscallerssn
Here's what I got for your social security
number.
Yes
TKWR-GCSN-7010CPrompt-DD-5
< ... >
Yes
TKWR-GCSN-7010CPrompt-LC-19
MWRisthatright
Is that right?
Yes
TKWR-GCSN-7010CPrompt-LC-20
MWRsayyesorno
Please say ‘yes’ or ‘no’.
Yes
TKWR-GCSN-7010CPrompt-LC-21
MWRhelp_explicit
You can also say ‘help’ for more
information.
Yes
MWRhelp1_prefix
Here’s some help.
Yes
TKWR-GCSN-7010CPrompt-LC-23
MWRcallerssn_confhelp
Before I submit your information, I want
to make sure I have your social security
number right. I heard…
Yes
TKWR-GCSN-7010CPrompt-DD-6
< ... >
Yes
TKWR-GCSN-7010CPrompt-LC-24
MWRsayyesnohelp
Just say 'yes' if that’s right, or say 'no' if
it's wrong.
Yes
TKWR-GCSN-7010CPrompt-LC-10
TKWR-GCSN-7010CPrompt-LC-15
Confirmation
Timeout 2
Confirmation
Retry 1
TKWR-GCSN-7010CPrompt-LC-16
TKWR-GCSN-7010CPrompt-LC-17
TKWR-GCSN-7010CPrompt-LC-22
Confirmation
Retry 2
Confirmation
Help
NEXT: follow conditional action above
Notes
Set Confidential Flag On
Skip list
Do not use skip list
n-best processing
Do not offer alternative from n-best list
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B.3.3 ANI First Name Confirmation (ANIFNC-7020)
Yes/No
DS: ANIFirstNameConfirm
PREVIOUS: CallerSSN
Prompts
REQID
Condition
TKWR-ANIFNC-7020Prompt-LC-1
Initial
Name
Wording
Barge-in
MWRanifirstnamerepeat
Based on your phone number, I
have your first name as
Yes
TKWR-ANIFNC-7020Prompt-DD-1
Yes
TKWR-ANIFNC-7020Prompt-LC-2
MWRisthatyourfirstnam
e
Is that your first name as it appears
on your Social Security card?
Yes
MWRnsp_prefix1
Sorry, I didn’t hear anything.
Yes
TKWR-ANIFNC-7020Prompt-LC-4
MWRisthatyourfirstnam
e
Is that your first name as it appears
on your Social Security card?
Yes
TKWR-ANIFNC-7020Prompt-LC-5
MWRsayyesorno
Please say ‘yes’ or ‘no’.
Yes
MWRnsp_prefix3
I’m not sure if you said anything.
Yes
TKWR-ANIFNC-7020Prompt-LC-7
MWRanifirstnamerepeat
Based on your phone number, I
have your first name as
Yes
TKWR-ANIFNC-7020Prompt-DD-2
Yes
TKWR-ANIFNC-7020Prompt-LC-9
MWRisthatyourfirstnam
e
Is that your first name as it appears
on your Social Security card?
Yes
TKWR-ANIFNC-7020Prompt-LC-10
MWRsayyesorno
Please say ‘yes’ or ‘no’.
Yes
MWRerr_yesno_prefix1
I’m sorry, I can’t tell if you said ‘yes’
or ‘no’.
Yes
MWRisthatyourfirstnam
e
Is that your first name as it appears
on your Social Security card?
Yes
MWRerr_yesno_prefix2
Sorry, I still couldn’t tell if you said
‘yes’ or ‘no’.
Yes
TKWR-ANIFNC-7020Prompt-LC-14
MWRanifirstnamerepeat
Based on your phone number, I
have your first name as
Yes
TKWR-ANIFNC-7020Prompt-DD-3
Yes
TKWR-ANIFNC-7020Prompt-LC-15
MWRisthatyourfirstnam
e
Is that your first name as it appears
on your Social Security card?
Yes
TKWR-ANIFNC-7020Prompt-LC-16
MWRsayyesorno
Please say ‘yes’ or ‘no’.
Yes
TKWR-ANIFNC-7020Prompt-LC-3
TKWR-ANIFNC-7020Prompt-LC-6
TKWR-ANIFNC-7020Prompt-LC-11
Timeout 1
Timeout 2
Retry 1
TKWR-ANIFNC-7020Prompt-LC-12
TKWR-ANIFNC-7020Prompt-LC-13
Retry 2
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SSI Wage Reporting Expansion 1.1 Voice Portal Application Service Design Document
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March 14, 2008
TKWR-ANIFNC-7020Prompt-LC-17
Help
MWRhelp1_prefix
Here’s some help.
Yes
TKWR-ANIFNC-7020Prompt-LC-18
MWRanifirstname_help
_prefix_b
To submit your monthly wage
information, I need to verify that I
have your name. The first name
that’s registered to the phone
number you called from is
Yes
TKWR-ANIFNC-7020Prompt-DD-4
Yes
TKWR-ANIFNC-7020Prompt-LC- 19
MWRanifirstname_help
_suffix
If that’s the first name on your
Social Security card, say ‘yes’.
Otherwise, say ‘no”, and I’ll get
your first name.
Yes
Option
TKWR-ANIFNC-7020Option-DC-1
Yes
Grammar Slot
Confirm
Action
Confirm
If Reverse ANI returned last name
and last name is acceptable Go to:
ANILastNameConfirm
Never
Otherwise, Go to GetLastName
TKWR-ANIFNC-7020-Option-NC-1
TKWR-ANIFNC-7020Option-DC-2
No
TKWR-ANIFNC-7020Option-DC-3
Max Errors
TWKR-ANIFNC-7020Option-DC-4
Repeat
Confirm
Go to: GetFirstName
Never
TKWR-ANIFNC-7020-Option-NC-2
Go to: Exit, condition Max Error
N/A
TKWR-ANIFNC-7020-Option-NC-3
Repeat initial prompt
TWKR-ANIFNC-7020-Option-NC-4
If
necessar
y
Notes
Set Confidential Flag On
NEXT: follow Action above
B.3.4 Get First Name (GFN-7030)
Grammar Dialog
DS: GetFirstName
PREVIOUS: CallerSSN, ANIFirstNameConfirm
Prompts
REQID
Condition
TKWR-GFN-7030Prompt-LC-1
TKWR-GFN-7030Prompt-LC-2
TKWR-GFN-7030Prompt-LC-3
Name
Wording
Initial
NAMEsayspellfirstname_
initial
Thanks. Now, I need to get your name as
it appears on your Social Security card.
To start, say and spell your first name.
Yes
Timeout 1
NAMEnsp_prefix1
Sorry, I didn’t hear anything.
Yes
NAMEfirst_name_retry1
Right after you tell me your first name,
spell it too. Like this, “John, J-O-H-N”.
Yes
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TKWR-GFN-7030Prompt-LC-4
NAMEnowsayspellfirst
Now, please say and spell your first
name.
Yes
NAMEnsp_prefix2
I’m not sure if you said anything.
Yes
TKWR-GFN-7030Prompt-LC-6
NAMEfirst_name_retry2
Please say and spell your first name as it
appears on your Social Security card. For
example, “John, J-O-H-N”.
Yes
TKWR-GFN-7030Prompt-LC-7
NAMEnowsayspellfirst
Now, please say and spell your first
name.
Yes
TKWR-GFN-7030Prompt-LC-8
NAMEhelp_explicit
You can also say ‘help’ for more
information.
Yes
NAMEerr_prefix1
Sorry, I didn’t catch that.
Yes
TKWR-GFN-7030Prompt-LC-10
NAMEfirst_name_retry1
Right after you tell me your first name,
spell it too. Like this, “John, J-O-H-N”.
Yes
TKWR-GFN-7030Prompt-LC-11
NAMEnowsayspellfirst
Now, please say and spell your first
name.
Yes
NAMEerr_prefix2
I’m still having trouble understanding.
Yes
TKWR-GFN-7030Prompt-LC-13
NAMEfirst_name_retry2
Please say and spell your first name as it
appears on your Social Security card. For
example, “John, J-O-H-N”.
Yes
TKWR-GFN-7030Prompt-LC-14
NAMEnowsayspellfirst
Now, please say and spell your first
name.
Yes
TKWR-GFN-7030Prompt-LC-15
NAMEhelp_explicit
You can also say ‘help’ for more
information.
Yes
NAMEreprompt1
Let’s try again,
Yes
TKWR-GFN-7030Prompt-LC-17
NAMEfirst_name_retry1
Right after you tell me your first name,
spell it too. Like this, “John, J-O-H-N”.
Yes
TKWR-GFN-7030Prompt-LC-18
NAMEnowsayspellfirst
Now, please say and spell your first
name.
Yes
NAMEreprompt2
Let’s try one more time
Yes
TKWR-GFN-7030Prompt-LC-20
NAMEfirst_name_retry1
Right after you tell me your first name,
spell it too. Like this, “John, J-O-H-N”.
Yes
TKWR-GFN-7030Prompt-LC-21
NAMEnowsayspellfirst
Now, please say and spell your first
name.
Yes
NAMEhelp1_prefix
Here’s some help.
Yes
NAMEhelp_firstname
I need to get your first name as it appears
on your Social Security card. Just say
and spell your first name, like this, “John,
J-O-H-N”.
Yes
TKWR-GFN-7030Prompt-LC-5
TKWR-GFN-7030Prompt-LC-9
TKWR-GFN-7030Prompt-LC-12
TKWR-GFN-7030Prompt-LC-16
TKWR-GFN-7030Prompt-LC-19
TKWR-GFN-7030Prompt-LC-22
TKWR-GFN-7030Prompt-LC-23
Option
Timeout 2
Retry 1
Retry 2
Reprompt1
Reprompt2
Help
Grammar Slot
Verizon Business Confidential
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Action
Confirm
SSI Wage Reporting Expansion 1.1 Voice Portal Application Service Design Document
1003-VP-SDD-SSA_TKWR-E2D8
March 14, 2008
TKWR-GFN-7030Option-DC-1
Spoken
entry
Name
If Reverse ANI returned last name
and last name is acceptable Go to:
ANILastNameConfirm
If necessary
Otherwise, Go To: GetLastName
TKWR-GFN-7030-Option-NC-1
TKWR-GFN-7030Option-DC-2
Go to: Exit, condition Max Error
Max errors
no input/no
match
N/A
Threshold for Max Error Condition
is third total error, a combined count
of no input errors and no match
errors.
The three Max error limit counts
retries, timeouts and speaking "No"
to the confirmation prompt.
TKWR-GFN-7030-Option-NC-2
TWKR-GFN-7030Option-DC-3
Repeat
Repeat last prompt spoken except
in Confirmation Prompts. Repeat
does not function in Confirmation
Prompts
If necessary
TWKR-GFN-7030-Option-NC-3
Confirmation Prompts
REQID
Type
TKWR-GFN-7030CPrompt-LC-1
Spoken
entry
TKWR-GFN-7030CPrompt-DD-1
Name
Context
Barge in
NAMEconfirm_prefix1
The name I heard was…
Yes
< ... >
Yes
TKWR-GFN-7030CPrompt-LC-2
(if name
matches
TNRS result)
NAMEconfirm_suffix1
Is that right?
Yes
TKWR-GFN-7030CPrompt-LC-1
Spoken
entry
NAMEconfirm_prefix1
The name I heard was…
Yes
< ... >
Yes
MWRisthatyourfirstname
Is that your first name as it appears on
your Social Security card?
Yes
NAMEconfirm_prefix1
The name I heard was…
Yes
TKWR-GFN-7030CPrompt-DD-2
< ... >
Yes
TKWR-GFN-7030CPrompt-LC-4
NAMEconfirm_suffix1
Is that right?
Yes
NAMEnsp_prefix1
Sorry, I didn’t hear anything.
Yes
TKWR-GFN-7030CPrompt-LC-6
NAMEfirstname_correctl
y
Did I understand your first name
correctly?
Yes
TKWR-GFN-7030CPrompt-LC-7
NAMEsayyesorno
Please say ‘yes’ or ‘no’.
Yes
TKWR-GFN-7030CPrompt-DD-1
TKWR-GFN-7030CPrompt-LC-27
(if name
does not
match TNRS
result)
TKWR-GFN-7030CPrompt-LC-3
2nd Spoken
entry
TKWR-GFN-7030CPrompt-LC-5
Confirmation
Timeout 1
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March 14, 2008
TKWR-GFN-7030CPrompt-LC-8
NAMEnsp_prefix2
I’m not sure if you said anything.
Yes
TKWR-GFN-7030CPrompt-LC-9
NAMEhereisfirstnameihe
ard
Here's what I got for your first name:
Yes
TKWR-GFN-7030CPrompt-DD-3
< ... >
Yes
TKWR-GFN-7030CPrompt-LC-11
NAMEconfirm_suffix1
Is that right?
Yes
TKWR-GFN-7030CPrompt-LC-12
NAMEsayyesorno
Please say ‘yes’ or ‘no’.
Yes
TKWR-GFN-7030CPrompt-LC-13
NAMEhelp_explicit
You can also say ‘help’ for more
information.
Yes
NAMEerr_prefix1
Sorry, I didn’t catch that.
Yes
TKWR-GFN-7030CPrompt-LC-15
NAMEfirstname_correctl
y
Did I understand your first name
correctly?
Yes
TKWR-GFN-7030CPrompt-LC-25
NAMEsayyesorno
Please say ‘yes’ or ‘no’.
Yes
NAMEerr_prefix2
I’m still having trouble understanding.
Yes
TKWR-GFN-7030CPrompt-LC-17
NAMEhereisfirstnameihe
ard
Here's what I got for your first name:
Yes
TKWR-GFN-7030CPrompt-DD-4
< ... >
Yes
TKWR-GFN-7030CPrompt-LC-18
NAMEconfirm_suffix1
Is that right?
Yes
TKWR-GFN-7030CPrompt-LC-19
NAMEsayyesorno
Please say ‘yes’ or ‘no’.
Yes
TKWR-GFN-7030CPrompt-LC-20
NAMEhelp_explicit
You can also say ‘help’ for more
information.
Yes
NAMEhelp1_prefix
Here’s some help
Yes
NAMEname_confhelp1
Before we move on, I want to make sure
I understood your name correctly.
Yes
NAMEconfirm_prefix1
The name I heard was…
Yes
TKWR-GFN-7030CPrompt-DD-5
< ... >
Yes
TKWR-GFN-7030CPrompt-LC-24
NAMEsayyesnohelp
Just say 'yes' if that’s right, or say 'no' if
it's wrong.
Yes
TKWR-GFN-7030CPrompt-LC-14
TKWR-GFN-7030CPrompt-LC-16
TKWR-GFN-7030CPrompt-LC-21
Confirmation
Timeout 2
Confirmation
Retry 1
Confirmation
Retry 2
Confirmation
Help
TKWR-GFN-7030CPrompt-LC-22
TKWR-GFN-7030CPrompt-LC-23
Spoken
entry
NEXT: follow conditional action above
Notes
Set Confidential Flag On
Skip list
Do not use skip list
n-best processing
Do not offer alternative from n-best list
Verizon Business Confidential
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SSI Wage Reporting Expansion 1.1 Voice Portal Application Service Design Document
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March 14, 2008
The TNRS will be engaged once; either before ‘Retry 1’ or after a negative confirmation whichever occurs first. If the
TNRS is successful, the results will be used in all subsequent first name collection attempts.
The supplemental name grammar shall only be used after an out of grammar condition or after a negative confirmation
B.3.5 ANI Last Name Confirmation (ANILNC-7020)
Yes/No
DS: ANILastNameConfirm
PREVIOUS: ANIFirstNameConfirm GetFirstName
Prompts
REQID
Condition
TKWR-ANILNC-7020Prompt-LC-1
Initial
Name
Wording
Barge-in
MWRanilastnamerepeat
Based on your phone number, I
have your last name as
Yes
TKWR-ANILNC-7020Prompt-DD-1
Yes
TKWR-ANILNC-7020Prompt-LC-2
MWRisthatyourlastnam
e
Is that your last name as it appears
on your Social Security card?
Yes
MWRnsp_prefix1
Sorry, I didn’t hear anything.
Yes
TKWR-ANILNC-7020Prompt-LC-4
MWRisthatyoulastrnam
e
Is that your last name as it appears
on your Social Security card?
Yes
TKWR-ANILNC-7020Prompt-LC-5
MWRsayyesorno
Please say ‘yes’ or ‘no’.
Yes
MWRnsp_prefix3
I’m not sure if you said anything.
Yes
TKWR-ANILNC-7020Prompt-LC-7
MWRanilastnamerepeat
Based on your phone number, I
have your last name as
Yes
TKWR-ANILNC-7020Prompt-DD-2
Yes
TKWR-ANILNC-7020Prompt-LC-9
MWRisthatyourlastnam
e
Is that your last name as it appears
on your Social Security card?
Yes
TKWR-ANILNC-7020Prompt-LC-10
MWRsayyesorno
Please say ‘yes’ or ‘no’.
Yes
MWRerr_yesno_prefix1
I’m sorry, I can’t tell if you said ‘yes’
or ‘no’.
Yes
MWRisthatyourlastnam
e
Is that your last name as it appears
on your Social Security card?
Yes
MWRerr_yesno_prefix2
Sorry, I still couldn’t tell if you said
‘yes’ or ‘no’.
Yes
TKWR-ANILNC-7020Prompt-LC-14
MWRanilastnamerepeat
Based on your phone number, I
have your last name as
Yes
TKWR-ANILNC-7020Prompt-DD-3
Yes
TKWR-ANILNC-7020Prompt-LC-15
MWRisthatyourlastnam
e
Is that your last name as it appears
on your Social Security card?
Yes
TKWR-ANILNC-7020Prompt-LC-16
MWRsayyesorno
Please say ‘yes’ or ‘no’.
Yes
TKWR-ANILNC-7020Prompt-LC-3
TKWR-ANILNC-7020Prompt-LC-6
TKWR-ANILNC-7020Prompt-LC-11
Timeout 1
Timeout 2
Retry 1
TKWR-ANILNC-7020Prompt-LC-12
TKWR-ANILNC-7020Prompt-LC-13
Retry 2
Verizon Business Confidential
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SSI Wage Reporting Expansion 1.1 Voice Portal Application Service Design Document
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March 14, 2008
TKWR-ANILNC-7020Prompt-LC-17
Help
MWRhelp1_prefix
Here’s some help.
Yes
TKWR-ANILNC-7020Prompt-LC-18
MWRanilastname_help
_prefix_b
To submit your monthly wage
information, I need to verify that I
have your name. The last name
that’s registered to the phone
number you called from is
Yes
TKWR-ANILNC-7020Prompt-DD-4
Yes
TKWR-ANILNC-7020Prompt-LC- 19
MWRanilastname_help
_suffix
If that’s the last name on your
Social Security card, say ‘yes’.
Otherwise, say ‘no’, and I’ll get your
last name.
Yes
Grammar Slot
Action
Option
TKWR-ANILNC-7020Option-DC-1
Yes
TKWR-ANILNC-7020Option-DC-2
No
TKWR-ANILNC-7020Option-DC-3
Max Errors
TWKR-ANILNC-7020Option-DC-4
Repeat
Confirm
Confirm
Go to: OtherLastName
Never
TKWR-ANILNC-7020-Option-NC-1
Confirm
Go to: GetLastName
Never
TKWR-ANILNC-7020-Option-NC-2
Go to: Exit, condition Max Error
N/A
TKWR-ANILNC-7020-Option-NC-3
Repeat initial prompt
TWKR-ANILNC-7020-Option-NC-4
If
necessar
y
Notes
Set Confidential Flag On
NEXT: follow Action above
B.3.6 Get Last Name (GLN-7040)
Grammar Dialog
DS: GetLastName
PREVIOUS: ANIFirstNameConfirm ANILastNameConfirm GetFirstName
Prompts
REQID
Condition
TKWR-GLN-7040Prompt-LC-1
Initial
NAMEsayspelllasttname_init
ial
Next, say and spell your last name
as it appears on your Social Security
card.
Yes
TKWR-GLN-7040Prompt-LC-2
Timeout 1
NAMEnsp_prefix1
Sorry, I didn’t hear anything.
Yes
NAMElast_name_retry1
Right after you tell me your last
name, spell it too. Like this, “Smith,
S-M-I-T-H”.
Yes
TKWR-GLN-7040Prompt-LC-3
Name
Wording
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-in
SSI Wage Reporting Expansion 1.1 Voice Portal Application Service Design Document
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March 14, 2008
TKWR-GLN-7040Prompt-LC-4
NAMEnowsayspelllast
Now, please say and spell your last
name.
Yes
NAMEnsp_prefix2
I’m not sure if you said anything.
Yes
TKWR-GLN-7040Prompt-LC-6
NAMElast_name_retry2
Please say and spell your last name
as it appears on your Social Security
card. For example, “Smith, S-M-I-TH”.
Yes
TKWR-GLN-7040Prompt-LC-7
NAMEnowsayspelllast
Now, please say and spell your last
name.
Yes
TKWR-GLN-7040Prompt-LC-8
NAMEhelp_explicit
You can also say ‘help’ for more
information.
Yes
NAMEerr_prefix1
Sorry, I didn’t catch that.
Yes
TKWR-GLN-7040Prompt-LC-10
NAMElast_name_retry1
Right after you tell me your last
name, spell it too. Like this, “Smith,
S-M-I-T-H”.
Yes
TKWR-GLN-7040Prompt-LC-11
NAMEnowsayspelllast
Now, please say and spell your last
name.
Yes
NAMEerr_prefix2
I’m still having trouble understanding.
Yes
TKWR-GLN-7040Prompt-LC-13
NAMElast_name_retry2
Please say and spell your last name
as it appears on your Social Security
card. For example, “Smith, S-M-I-TH”.
Yes
TKWR-GLN-7040Prompt-LC-14
NAMEnowsayspelllast
Now, please say and spell your last
name.
Yes
TKWR-GLN-7040Prompt-LC-15
NAMEhelp_explicit
You can also say ‘help’ for more
information.
Yes
NAMEreprompt1
Let’s try again,
Yes
TKWR-GLN-7040Prompt-LC-17
NAMElast_name_retry1
Right after you tell me your last
name, spell it too. Like this, “Smith,
S-M-I-T-H”.
Yes
TKWR-GLN-7040Prompt-LC-18
NAMEnowsayspelllast
Now, please say and spell your last
name.
Yes
NAMEreprompt2
Let’s try one more time
Yes
TKWR-GLN-7040Prompt-LC-20
NAMElast_name_retry1
Right after you tell me your last
name, spell it too. Like this, “Smith,
S-M-I-T-H”.
Yes
TKWR-GLN-7040Prompt-LC-21
NAMEnowsayspelllast
Now, please say and spell your last
name.
Yes
NAMEhelp1_prefix
Here’s some help.
Yes
NAMEhelp_lastname
I need to get your last name as it
appears on your Social Security
card. Just say and spell your last
name, like this, “Smith, S-M-I-T-H”.
Yes
TKWR-GLN-7040Prompt-LC-5
TKWR-GLN-7040Prompt-LC-9
TKWR-GLN-7040Prompt-LC-12
TKWR-GLN-7040Prompt-LC-16
TKWR-GLN-7040Prompt-LC-19
TKWR-GLN-7040Prompt-LC-22
TKWR-GLN-7040Prompt-LC-23
Timeout 2
Retry 1
Retry 2
Reprompt1
Reprompt2
Help
Verizon Business Confidential
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SSI Wage Reporting Expansion 1.1 Voice Portal Application Service Design Document
1003-VP-SDD-SSA_TKWR-E2D8
March 14, 2008
Option
Grammar Slot
TKWR-GLN-7040Option-DC-1
Spoken
entry
TKWR-GLN-7040Option-DC-2
Max errors
no input/no
match
Name
Action
Go To: OtherLastName
Confirm
If necessary
TKWR-GLN-7040-Option-NC-1
Go to: Exit, condition Max Error
N/A
Threshold for Max Error
Condition is third total error, a
combined count of no input
errors and no match errors.
The three Max error limit
counts retries, timeouts and
speaking "No" to the
confirmation prompt.
TKWR-GLN-7040-Option-NC-2
TWKR-GLN-7040Option-DC-3
Repeat
Repeat last prompt spoken
spoken except in Confirmation
Prompts. Repeat does not
function in Confirmation
Prompts
If
Necessary
TWKR-GLN-7040-Option-NC-3
Confirmation Prompts
REQID
Type
TKWR-GLN-7040CPrompt-LC-1
Spoken
entry
TKWR-GLN-7040CPrompt-DD-1
Name
Context
Barge
in
NAMEconfirm_prefix1
The name I heard was…
Yes
< ... >
Yes
TKWR-GLN-7040CPrompt-LC-2
(if name
matches
TNRS result)
NAMEconfirm_suffix1
Is that right?
Yes
TKWR-GLN-7040CPrompt-LC-1
Spoken
entry
NAMEconfirm_prefix1
The name I heard was…
Yes
< ... >
Yes
MWRisthatyourlastname
Is that your last name as it appears
on your Social Security card?
Yes
NAMEconfirm_prefix1
The name I heard was…
Yes
TKWR-GLN-7040CPrompt-DD-2
< ... >
Yes
TKWR-GLN-7040CPrompt-LC-4
NAMEconfirm_suffix1
Is that right?
Yes
NAMEnsp_prefix1
Sorry, I didn’t hear anything.
Yes
TKWR-GLN-7040CPrompt-LC-6
NAMElastname_correctly
Did I understand your last name
correctly?
Yes
TKWR-GLN-7040CPrompt-LC-7
NAMEsayyesorno
Please say ‘yes’ or ‘no’.
Yes
TKWR-GLN-7040CPrompt-DD-1
TKWR-GLN-7040CPrompt-LC-27
(if name
does not
match TNRS
result)
TKWR-GLN-7040CPrompt-LC-3
2nd Spoken
entry
TKWR-GLN-7040CPrompt-LC-5
Confirmation
Timeout 1
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March 14, 2008
TKWR-GLN-7040CPrompt-LC-8
NAMEnsp_prefix2
I’m not sure if you said anything.
Yes
TKWR-GLN-7040CPrompt-LC-9
NAMEhereislastnameiheard
Here's what I got for your last name:
Yes
TKWR-GLN-7040CPrompt-DD-3
< ... >
Yes
TKWR-GLN-7040CPrompt-LC-10
NAMEconfirm_suffix1
Is that right?
Yes
TKWR-GLN-7040CPrompt-LC-11
NAMEsayyesorno
Please say ‘yes’ or ‘no’.
Yes
TKWR-GLN-7040CPrompt-LC-12
NAMEhelp_explicit
You can also say ‘help’ for more
information.
Yes
NAMEerr_prefix1
Sorry, I didn’t catch that.
Yes
TKWR-GLN-7040CPrompt-LC-14
NAMElastname_correctly
Did I understand your last name
correctly?
Yes
TKWR-GLN-7040CPrompt-LC-15
NAMEsayyesorno
Please say ‘yes’ or ‘no’.
Yes
NAMEerr_prefix2
I’m still having trouble
understanding.
Yes
TKWR-GLN-7040CPrompt-LC-17
NAMEhereislastnameiheard
Here's what I got for your last name:
Yes
TKWR-GLN-7040CPrompt-DD-4
< ... >
Yes
TKWR-GLN-7040CPrompt-LC-18
NAMEconfirm_suffix1
Is that right?
Yes
TKWR-GLN-7040CPrompt-LC-19
NAMEsayyesorno
Please say ‘yes’ or ‘no’.
Yes
TKWR-GLN-7040CPrompt-LC-20
NAMEhelp_explicit
You can also say ‘help’ for more
information.
Yes
NAMEhelp1_prefix
Here’s some help
Yes
NAMEconfirm_help1
Before we move on, I want to make
sure I understood your name
correctly.
Yes
NAMEconfirm_prefix1
The name I heard was…
Yes
TKWR-GLN-7040CPrompt-DD-5
< ... >
Yes
TKWR-GLN-7040CPrompt-LC-24
NAMEsayyesnohelp
Just say 'yes' if that’s right, or say
'no' if it's wrong.
Yes
TKWR-GLN-7040CPrompt-LC-13
TKWR-GLN-7040CPrompt-LC-16
TKWR-GLN-7040CPrompt-LC-21
Confirmation
Timeout 2
Confirmation
Retry 1
Confirmation
Retry 2
Confirmation
Help
TKWR-GLN-7040CPrompt-LC-22
TKWR-GLN-7040CPrompt-LC-23
Spoken
entry
NEXT: follow conditional action above
Notes
Set Confidential Flag On
Skip list
Do not use skip list
Verizon Business Confidential
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SSI Wage Reporting Expansion 1.1 Voice Portal Application Service Design Document
1003-VP-SDD-SSA_TKWR-E2D8
March 14, 2008
n-best processing
Do not offer alternative from n-best list
If not invoked previously, the TNRS will be engaged once, either before ‘Retry 1’ or after a negative confirmation
whichever occurs first. If the TNRS is successful, the results will be used in all subsequent last name collection
attempts.
The supplemental name grammar shall only be used after an out of grammar condition or after a negative confirmation
B.3.7 Other Last Name (OLN-7050)
Yes/No
DS: OtherLastName
PREVIOUS: ANILastNameConfirm, GetLastName
Prompts
REQID
Condition
TKWR-OLN-7050Prompt-LC-1
TKWR-OLN-7050Prompt-LC-2
Bargein
Name
Wording
Initial
MWRothernameinitial_b
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.
Yes
Timeout 1
MWRnsp_prefix1
Sorry, I didn’t hear anything.
Yes
MWRothernameretry_b
Please say YES if you think you might be
listed under another last name, otherwise,
say NO.
Yes
MWRnsp_prefix3
I’m not sure if you said anything.
Yes
TKWR-OLN-7050Prompt-LC-5
MWRothernameinitial
Do you have another last name, like a
professional or maiden name that’s
associated with your social security
number?
Yes
TKWR-OLN-7050Prompt-LC-6
MWRsayyesno
Please say ‘yes’ or ‘no’
Yes
TKWR-OLN-7050Prompt-LC-7
NAMEhelp_explicit
You can also say ‘help’ for more
information.
Yes
MWRerr_yesno_prefix1
I’m sorry, I can’t tell if you said ‘yes’ or ‘no’.
Yes
MWRothernameretry_b
Please say YES if you think you might be
listed under another last name. Otherwise,
say NO.
Yes
MWRerr_yesno_prefix2
Sorry, I still couldn’t tell if you said ‘yes’ or
‘no’.
Yes
TKWR-OLN-7050Prompt-LC-11
MWRothernameretry
Is there another last name associated with
your social security number?
Yes
TKWR-OLN-7050Prompt-LC-12
MWRsayyesorno
Please say ‘yes’ or ‘no’.
Yes
TKWR-OLN-7050Prompt-LC-13
NAMEhelp_explicit
You can also say ‘help’ for more
information.
Yes
TKWR-OLN-7050Prompt-LC-3
TKWR-OLN-7050Prompt-LC-4
TKWR-OLN-7050Prompt-LC-8
Timeout 2
Retry 1
TKWR-OLN-7050Prompt-LC-9
TKWR-OLN-7050Prompt-LC-10
Retry 2
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March 14, 2008
TKWR-OLN-7050Prompt-LC-14
Help
TKWR-OLN-7050Prompt-LC-15
MWRhelp1_prefix
Here’s some help.
Yes
MWRaniname_help_pre
fix
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
REQID
Option
TKWR-OLN-7050Option-DC-1
Yes
Confirm
Grammar Slot
Go to: GetOtherLastName
TKWR-OLN-7050-Option-NC-1
Action
Never
Confirm
TKWR-OLN-7050Option-DC-2
No
Confirm
Go to: CallerBirthDate
TKWR-OLN-7050-Option-NC-2
Never
TKWR-OLN-7050Option-DC-3
Max
Errors
Go to: Exit, condition Max Error
TKWR-OLN-7050-Option-NC-3
N/A
TWKR-OLN-7050Option-DC-4
Repeat
Repeat initial prompt
If necessary
TWKR-OLN-7050-Option-NC-4
NEXT: follow Action above
B.3.8 Get Caller’s Other Last Name (GCOLN-7060)
DS: GetOtherLastName
Grammar Dialog
PREVIOUS: OtherLastName
Prompts
REQID
Condition
Name
Wording
Barge
-in
TKWR-GCOLN-7060Prompt-LC-1
Initial
NAMEsayspellotherlasttna
me_initial
Say and spell your other last name.
Yes
TKWR-GCOLN-7060Prompt-LC-2
Timeout 1
NAMEnsp_prefix1
Sorry, I didn’t hear anything.
Yes
TKWR-GCOLN-7060Prompt-LC-3
NAMEotherlast_name_ret
ry1
Right after you tell me your other last
name, spell it too. Like this, “Jones,
J-O-N-E-S”.
Yes
TKWR-GCOLN-7060Prompt-LC-4
NAMEnowsayspellotherla
st
Now, please say and spell your other
last name.
Yes
NAMEnsp_prefix2
I’m not sure if you said anything.
Yes
NAMEotherlast_name_ret
ry2
Please say and spell your other last
name. For example, “Jones J-O-N-ES”.
Yes
TKWR-GCOLN-7060Prompt-LC-5
TKWR-GCOLN-7060Prompt-LC-6
Timeout 2
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1003-VP-SDD-SSA_TKWR-E2D8
March 14, 2008
TKWR-GCOLN-7060Prompt-LC-7
NAMEnowsayspellotherla
st
Now, please say and spell your other
last name.
Yes
TKWR-GCOLN-7060Prompt-LC-8
NAMEhelp_explicit
You can also say ‘help’ for more
information.
Yes
NAMEerr_prefix1
Sorry, I didn’t catch that.
Yes
TKWR-GCOLN-7060Prompt-LC-10
NAMEotherlast_name_ret
ry1
Right after you tell me your other last
name, spell it too. Like this, “Jones JO-N-E-S”.
Yes
TKWR-GCOLN-7060Prompt-LC-11
NAMEnowsayspellotherla
st
Now, please say and spell your other
last name.
Yes
NAMEerr_prefix2
I’m still having trouble understanding.
Yes
TKWR-GCOLN-7060Prompt-LC-13
NAMEotherlast_name_ret
ry2
Please say and spell your other last
name. For example, “Jones J-O-N-ES”.
Yes
TKWR-GCOLN-7060Prompt-LC-14
NAMEnowsayspellotherla
st
Now, please say and spell your other
last name.
Yes
TKWR-GCOLN-7060Prompt-LC-15
NAMEhelp_explicit
You can also say ‘help’ for more
information.
Yes
NAMEreprompt1
Let’s try again,
Yes
TKWR-GCOLN-7060Prompt-LC-17
NAMEotherlast_name_ret
ry1
Right after you tell me your other last
name, spell it too. Like this, “Jones JO-N-E-S”.
Yes
TKWR-GCOLN-7060Prompt-LC-18
NAMEnowsayspellotherla
st
Now, please say and spell your other
last name.
Yes
NAMEreprompt2
Let’s try one more time
Yes
TKWR-GCOLN-7060Prompt-LC-20
NAMEotherlast_name_ret
ry1
Right after you tell me your other last
name, spell it too. Like this, “Jones JO-N-E-S”.
Yes
TKWR-GCOLN-7060Prompt-LC-21
NAMEnowsayspellotherla
st
Now, please say and spell your other
last name.
Yes
NAMEhelp1_prefix
Here’s some help.
Yes
NAMEhelp_otherlastname
I need to get the other last name that
may be associated with your social
security number. Just say and spell
that name now, like this, “Jones J-ON-E-S”.
Yes
TKWR-GCOLN-7060Prompt-LC-9
TKWR-GCOLN-7060Prompt-LC-12
TKWR-GCOLN-7060Prompt-LC-16
TKWR-GCOLN-7060Prompt-LC-19
TKWR-GCOLN-7060Prompt-LC-22
Retry 1
Retry 2
Reprompt1
Reprompt2
Help
TKWR-GCOLN-7060Prompt-LC-23
Option
TKWR-GCOLN-7060Option-DC-1
Grammar Slot
Spoken
entry
Name
Action
Go To: CallerBirthDate
TKWR-GCOLN-7060-OptionNC-1
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Confirm
If necessary
SSI Wage Reporting Expansion 1.1 Voice Portal Application Service Design Document
1003-VP-SDD-SSA_TKWR-E2D8
March 14, 2008
TKWR-GCOLN-7060-Option-DC-2
Go to: Exit, condition Max Error
Max errors
no input/no
match
N/A
Threshold for Max Error
Condition is third total error, a
combined count of no input
errors and no match errors.
The three Max error limit
counts retries, timeouts and
speaking "No" to the
confirmation prompt.
TKWR-GCOLN-7060-OptionNC-2
TWKR-GCOLN-7060—
Option-DC-3
Repeat
Repeat last prompt spoken
except in Confirmation
Prompts. Repeat does not
function in Confirmation
Prompts
If necessary
TWKR-GCOLN-7060-OptioNC-3t
Confirmation Prompts
REQID
Type
TKWR-GCOLN-7060CPrompt-LC-1
Spoken
entry
TKWR-GCOLN-7060CPrompt-DD-1
Name
Context
Barge
in
NAMEconfirm_prefix1
The name I heard was…
Yes
< ... >
Yes
TKWR-GCOLN-7060CPrompt-LC-2
(if name
matches
TNRS result)
NAMEconfirm_suffix1
Is that right?
Yes
TKWR-GCOLN-7060CPrompt-LC-1
Spoken
entry
NAMEconfirm_prefix1
The name I heard was…
Yes
< ... >
Yes
MWRisthatyourlastname
Is that your last name as it appears
on your Social Security card?
Yes
NAMEconfirm_prefix1
The name I heard was…
Yes
TKWR-GCOLN-7060CPrompt-DD-2
< ... >
Yes
TKWR-GCOLN-7060CPrompt-LC-4
NAMEconfirm_suffix1
Is that right?
Yes
NAMEnsp_prefix1
Sorry, I didn’t hear anything.
Yes
TKWR-GCOLN-7060CPrompt-LC-6
NAMEotherlastname_corr
ectly
Did I understand your other last
name correctly?
Yes
TKWR-GCOLN-7060CPrompt-LC-7
NAMEsayyesorno
Please say ‘yes’ or ‘no’.
Yes
TKWR-GCOLN-7060CPrompt-DD-1
TKWR-GCOLN-7060CPrompt-LC-27
(if name
does not
match TNRS
result)
TKWR-GCOLN-7060CPrompt-LC-3
2nd Spoken
entry
TKWR-GCOLN-7060CPrompt-LC-5
Confirmation
Timeout 1
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SSI Wage Reporting Expansion 1.1 Voice Portal Application Service Design Document
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March 14, 2008
TKWR-GCOLN-7060CPrompt-LC-8
NAMEnsp_prefix2
I’m not sure if you said anything.
Yes
TKWR-GCOLN-7060CPrompt-LC-9
NAMEhereisotherlastnam
eiheard
Here's what I got for your other last
name:
Yes
TKWR-GCOLN-7060CPrompt-DD-3
< ... >
Yes
TKWR-GCOLN-7060CPrompt-LC-10
NAMEconfirm_suffix1
Is that right?
Yes
TKWR-GCOLN-7060CPrompt-LC-11
NAMEsayyesorno
Please say ‘yes’ or ‘no’.
Yes
TKWR-GCOLN-7060CPrompt-LC-12
NAMEhelp_explicit
You can also say ‘help’ for more
information.
Yes
NAMEerr_prefix1
Sorry, I didn’t catch that.
Yes
TKWR-GCOLN-7060CPrompt-LC-14
NAMEotherlastname_corr
ectly
Did I understand your other last
name correctly?
Yes
TKWR-GCOLN-7060CPrompt-LC-15
NAMEsayyesorno
Please say ‘yes’ or ‘no’.
Yes
NAMEerr_prefix2
I’m still having trouble
understanding.
Yes
TKWR-GCOLN-7060CPrompt-LC-17
NAMEhereisotherlastnam
eiheard
Here's what I got for your other last
name:
Yes
TKWR-GCOLN-7060CPrompt-DD-4
< ... >
Yes
TKWR-GCOLN-7060CPrompt-LC-18
NAMEconfirm_suffix1
Is that right?
Yes
TKWR-GCOLN-7060CPrompt-LC-19
NAMEsayyesorno
Please say ‘yes’ or ‘no’.
Yes
TKWR-GCOLN-7060CPrompt-LC-20
NAMEhelp_explicit
You can also say ‘help’ for more
information.
Yes
NAMEhelp1_prefix
Here’s some help
Yes
NAMEotherlastconfirm_he
lp1
Before we move on, I want to make
sure I understood your other last
name correctly.
Yes
NAMEconfirm_prefix1
The name I heard was…
Yes
TKWR-GCOLN-7060CPrompt-DD-5
< ... >
Yes
TKWR-GCOLN-7060CPrompt-LC-24
NAMEsayyesnohelp
Just say 'yes' if that’s right, or say
'no' if it's wrong.
Yes
TKWR-GCOLN-7060CPrompt-LC-13
TKWR-GCOLN-7060CPrompt-LC-16
TKWR-GCOLN-7060CPrompt-LC-21
Confirmation
Timeout 2
Confirmation
Retry 1
Confirmation
Retry 2
Confirmation
Help
TKWR-GCOLN-7060CPrompt-LC-22
TKWR-GCOLN-7060CPrompt-LC-23
Spoken
entry
NEXT: follow conditional action above
Notes
Set Confidential Flag On
Skip list
Do not use skip list
n-best processing
Do not offer alternative from n-best list
Verizon Business Confidential
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SSI Wage Reporting Expansion 1.1 Voice Portal Application Service Design Document
1003-VP-SDD-SSA_TKWR-E2D8
March 14, 2008
If not invoked previously, the TNRS will be engaged once, either before ‘Retry 1’ or after a negative confirmation
whichever occurs first. If the TNRS is successful, the results will be used in all subsequent other last name collection
attempts.
The supplemental name grammar shall only be used after an out of grammar condition or after a negative confirmation
B.3.9 Caller’s Date of Birth (CDOB-7070)
Grammar Dialog
DS: CallerBirthdate
PREVIOUS: OtherLastName, GetOtherLastName
Prompts
REQID
Condition
TKWR-CDOB-7070Prompt-LC-1
Initial
Name
Wording
Barge
-in
MWRbirthdate_initial
Now tell me your date of birth. <4 sec
pause>
Yes
MWRbirdate_exampl
e
For example, you could say…December
19th, 1963.
Yes
MWRnsp_prefix1
Sorry, I didn’t hear anything.
Yes
MWRbirthdate_retry1
Please tell me your birth date including the
month, day, and year. For example,
“December 19th, 1963”.
Yes
MWRnsp_prefix3
I’m not sure if you said anything.
Yes
TKWR-CDOB-7070Prompt-LC-6
MWRbirthdate_retry2
Please tell me your date of birth now
Yes
TKWR-CDOB-7070Prompt-LC-7
MWRhelp_explicit
You can also say ‘help’ for more
information.
Yes
MWRerr_prefix1
Sorry, I didn’t catch that.
Yes
MWRbirthdate_retry1
_b
Please tell me your date of birth again. It
works best if you just speak naturally.
Yes
MWRerr_prefix3
I’m still having trouble understanding.
Yes
TKWR-CDOB-7070Prompt-LC-11
MWRbirthdate_retry2
_b
Try saying the month followed by the date
and then the year you were born. For
example July fourth, 1976.
Yes
TKWR-CDOB-7070Prompt-LC-12
MWRhelp_explicit
You can also say ‘help’ for more
information.
Yes
MWRletstryagain
Let’s try again,
Yes
MWRbirthdate_repro
mpt1
Please tell me your date of birth including
the month, day, and year. For example,
“December 19th, 1963”.
Yes
MWRtryonemoretime
Let’s try one more time
Yes
MWRbirthdate_retry2
Please tell me your date of birth now
Yes
TKWR-CDOB-7070Prompt-LC-2
TKWR-CDOB-7070Prompt-LC-3
Timeout 1
TKWR-CDOB-7070Prompt-LC-4
TKWR-CDOB-7070Prompt-LC-5
TKWR-CDOB-7070Prompt-LC-8
Timeout 2
Retry 1
TKWR-CDOB-7070Prompt-LC-9
TKWR-CDOB-7070Prompt-LC-10
TKWR-CDOB-7070Prompt-LC-13
Retry 2
Reprompt1
TKWR-CDOB-7070Prompt-LC-14
TKWR-CDOB-7070Prompt-LC-15
TKWR-CDOB-7070Prompt-LC-16
Reprompt2
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March 14, 2008
TKWR-CDOB-7070Prompt-LC-17
Help1
TKWR-CDOB-7070Prompt-LC-18
Option
MWRhelp1_prefix
Here’s some help.
Yes
MWRhelp_birthdate1
I need to know the date you were born. For
example, you can say “July third, 1976”. If
you’re having trouble, you can also key in
the four digit year, followed by the two digit
month, and then the two digit day. Go
ahead and say or key in your date of birth.
Yes
Grammar Slot
TKWR-CDOB-7070Option-DC-1
Spoken
entry
TKWR-CDOB-7070Option-DC-2
Max errors
no input/no
match
DATE
Action
Go To: SubmitQuery
Confirm
Always
TKWR-CDOB-7070- Option-NC-1
Go to: Exit, condition Max Error
N/A
Threshold for Max Error Condition is
third no input error or third no match
error.
TKWR-CDOB-7070-Option-NC-2
TWKR CDOB-7070Option-DC-3
Spoken
Entry
Repeat
Repeat initial prompt
TWKR-CDOB-7070-Option-NC-3
If
necessary
Confirmation Prompts
REQID
Type
TKWR-CDOB-7070CPrompt-LC-1
Spoken
entry
Name
Context
Barge
in
MWRiheard
I heard
Yes
TKWR-CDOB-7070CPrompt-DD-1
< ... >
Yes
TKWR-CDOB-7070CPrompt-LC-2
MWRisthatright
Is that right?
Yes
MWRiheard
I heard
Yes
TKWR-CDOB-7070CPrompt-DD-2
< ... >
Yes
TKWR-CDOB-7070CPrompt-LC-4
MWRdidihearthatcorr
ectly
Did I hear that correctly?
Yes
MWRnsp_prefix1
Sorry, I didn’t hear anything.
Yes
TKWR-CDOB-7070CPrompt-LC-6
MWRbirthdate_correc
tly
Did I understand your date of birth
correctly?
Yes
TKWR-CDOB-7070CPrompt-LC-7
MWRsayyesorno
Please say ‘yes’ or ‘no’.
Yes
MWRnsp_prefix3
I’m not sure if you said anything.
Yes
TKWR-CDOB-7070CPrompt-LC-9
MWRhereissbirthdate
Here's what I got for your date of birth.
Yes
TKWR-CDOB-7070CPrompt-DD-3
< ... >
Yes
TKWR-CDOB-7070CPrompt-LC-3
TKWR-CDOB-7070CPrompt-LC-5
TKWR-CDOB-7070CPrompt-LC-8
2nd Spoken
entry
Confirmation
Timeout 1
Confirmation
Timeout 2
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SSI Wage Reporting Expansion 1.1 Voice Portal Application Service Design Document
1003-VP-SDD-SSA_TKWR-E2D8
March 14, 2008
TKWR-CDOB-7070CPrompt-LC-10
MWRisthatright
Is that right?
Yes
TKWR-CDOB-7070CPrompt-LC-11
MWRsayyesorno
Please say ‘yes’ or ‘no’.
Yes
TKWR-CDOB-7070CPrompt-LC-12
MWRhelp_explicit
You can also say ‘help’ for more
information.
Yes
MWRerr_yesno_prefi
x1
I’m sorry, I can’t tell if you said ‘yes’ or ‘no’.
Yes
MWRbirthdate_correc
tly
Did I understand your date of birth
correctly?
Yes
MWRerr_yesno_prefi
x2
Sorry, I still could’t tell if you said ‘yes’ or
‘no’.
Yes
TKWR-CDOB-7070CPrompt-LC-16
MWRhereisbirthdate
Here's what I got for your date of birth.
Yes
TKWR-CDOB-7070CPrompt-DD-4
< ... >
Yes
TKWR-CDOB-7070CPrompt-LC-17
MWRisthatright
Is that right?
Yes
TKWR-CDOB-7070CPrompt-LC-18
MWRsayyesorno
Please say ‘yes’ or ‘no’.
Yes
TKWR-CDOB-7070CPrompt-LC-19
MWRhelp_explicit
You can also say ‘help’ for more
information.
Yes
MWRhelp1_prefix
Here’s some help.
Yes
TKWR-CDOB-7070CPrompt-LC-21
MWRbirthday_confhe
lp
Before we move on, I want to make sure I
understood the date you gave me. I
heard…
Yes
TKWR-CDOB-7070CPrompt-DD-5
< ... >
Yes
TKWR-CDOB-7070CPrompt-LC-22
MWRsayyesnohelp
Just say 'yes' if that’s right, or say 'no' if it's
wrong.
Yes
TKWR-CDOB-7070CPrompt-LC-13
Confirmation
Retry 1
TKWR-CDOB-7070CPrompt-LC-14
TKWR-CDOB-7070CPrompt-LC-15
TKWR-CDOB-7070CPrompt-LC-20
Confirmation
Retry 2
Confirmation
Help
NEXT: follow conditional action above
Notes
Set Confidential Flag On
Skip list
Do not use skip list
n-best processing
Do not offer alternative from n-best list
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March 14, 2008
B.3.10
Is Caller Wage Earner (CWE-7080)
Yes/No
DS: CallerEarner
PREVIOUS: Entry
Prompts
Condition
Name
Barge
-in
Wording
TKWR-CWE-7080Prompt-LC-1
Initial
MWRiscallerwage_ini
tial
Are you reporting wages for yourself? Please
say ‘yes’ or ‘no’.
Yes
TKWR-CWE-7080Prompt-LC-2
Timeout 1
MWRnsp_prefix1
Sorry, I didn’t hear anything.
Yes
MWRiscallerwage_ret
ry1
Are you reporting wages for yourself?
Yes
MWRnsp_prefix3
I’m not sure if you said anything.
Yes
TKWR-CWE-7080Prompt-LC-5
MWRiscallerwage_ret
ry1
Are you reporting wages for yourself?
Yes
TKWR-CWE-7080Prompt-LC-6
MWRsayyesorno
Please say ‘yes’ or ‘no’.
Yes
TKWR-CWE-7080Prompt-LC-7
MWRhelp_explicit
You can also say ‘help’ for more information.
Yes
MWRerr_prefix1
Sorry, I didn’t catch that.
Yes
MWRiscallerwage_ret
ry1
Are you reporting wages for yourself?
Yes
MWRerr_prefix3
I’m still having trouble understanding.
Yes
TKWR-CWE-7080Prompt-LC-11
MWRiscallerwage_ret
ry1
Are you reporting wages for yourself?
Yes
TKWR-CWE-7080Prompt-LC-12
MWRsayyesorno
Please say ‘yes’ or ‘no’.
Yes
TKWR-CWE-7080Prompt-LC-13
MWRhelp_explicit
You can also say ‘help’ for more information.
Yes
MWRhelp1_prefix
Here’s some help.
Yes
MWRhelp_iscallerwa
ge1
If you’re reporting wages for yourself, please
say ‘yes’. If you’re reporting wages for
someone else, then say ‘no’ and I’ll get their
social security number.
Yes
TKWR-CWE-7080Prompt-LC-3
TKWR-CWE-7080Prompt-LC-4
TKWR-CWE-7080Prompt-LC-8
Timeout 2
Retry 1
TKWR-CWE-7080Prompt-LC-9
TKWR-CWE-7080Prompt-LC-10
TKWR-CWE-7080Prompt-LC-14
Retry 2
Help1
TKWR-CWE-7080Prompt-LC-15
Option
TKWR-CWE-7080Option-DC-1
Grammar Slot
Yes
Confirm
Action
Go to: CallerSSN
Confirm
Never
TKWR-CWE-7080-Option-NC-1
TKWR-CWE-7080Option-DC-2
No
Confirm
Go to: GetWageEarnerSSN
TKWR-CWE-7080-Option-NC-2
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Never
SSI Wage Reporting Expansion 1.1 Voice Portal Application Service Design Document
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March 14, 2008
TKWR-CWE-7080Option-DC-3
Go to: Exit, condition Max Error
Max errors
no
input/no
match
N/A
Threshold for Max Error Condition is
third no input error or third no match
error.
TKWR-CWE-7080-Option-NC-3
TWKR-CWE-7080Option-DC-4
Repeat
Repeat Initial Prompt
If necessary
TWKR-CWE-7080-Option-NC-4
NEXT: follow conditional action above
B.3.11 Get Wage Earner Social Security Number
(GWESSN-7090)
Grammar Dialog
DS: GetWageEarnerSSN
PREVIOUS: CallerEarner, ReportAnother
Prompts
REQID
Condition
TKWR-GWESSN7090-Prompt-LC-1
Initial
MWRwessn_initial
Alright, now I need the social security number
of the person whose wages you’re reporting.
Please say or key in that person’s social
security number.
Yes
TKWR-GWESSN7090-Prompt-LC-2
Timeout 1
MWRnsp_prefix1
Sorry, I didn’t hear anything.
Yes
MWRwessn_retry1
Please say or key in the wage earner’s social
security number
Yes
MWRnsp_prefix3
I’m not sure if you said anything.
Yes
TKWR-GWESSN7090-Prompt-LC-5
MWRwessn_retry2
I need you to say or key in that social security
number now
Yes
TKWR-GWESSN7090-Prompt-LC-6
MWRhelp_explicit
You can also say ‘help’ for more information.
Yes
MWRerr_prefix1
Sorry, I didn’t catch that.
Yes
MWRwessn_retry1
_b
Please tell me the wage earners social
security number, or enter it on your
telephone’s keypad
Yes
MWRerr_prefix3
I’m still having trouble understanding.
Yes
MWRwessn_retry2
_b
I need you to tell me that social security
number now. You might want to key in the
social security number using your telephone
keypad
Yes
TKWR-GWESSN7090-Prompt-LC-3
TKWR-GWESSN7090-Prompt-LC-4
TKWR-GWESSN7090-Prompt-LC-7
Timeout 2
Retry 1
TKWR-GWESSN7090-Prompt-LC-8
TKWR-GWESSN7090-Prompt-LC-9
TKWR-GWESSN7090-Prompt-LC-10
Retry 2
Name
Wording
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TKWR-GWESSN7090-Prompt-LC-11
TKWR-GWESSN7090-Prompt-LC-12
Reprompt1
TKWR-GWESSN7090-Prompt-LC-13
TKWR-GWESSN7090-Prompt-LC-14
Reprompt2
TKWR-GWESSN7090-Prompt-LC-15
TKWR-GWESSN7090-Prompt-LC-16
Help1
TKWR-GWESSN7090-Prompt-LC-17
Option
MWRhelp_explicit
You can also say ‘help’ for more information.
Yes
MWRletstryagain
Let’s try again,
Yes
MWRwessn_retry1
Please say or key in the wage earners social
security number
Yes
MWRtryonemoreti
me
Let’s try one more time
Yes
MWRwessn_retry2
I need you to say or key in that social security
number now
Yes
MWRhelp1_prefix
Here’s some help.
Yes
MWRhelp_wessn1
To submit monthly wage information I need
the social security number of the person
who’s wages are being reported. You can tell
me the social security number by simply
saying it one digit at a time, like this 9 8 7 – 6
5 – 4 3 2 1. You can also key it in using your
telephone keypad. Please tell me that
person’s social security number now.
Yes
Grammar Slot
TKWR-GWESSN7090-Option-DC-1
Spoken
entry
SSN
TKWR-GWESSN7090-Option-DC-3
Spoken
entry
SSN
TKWR-GWESSN7090-Option-DC-2
Max errors
no input/no
match
Action
Confirm
If one reporting secondary wage earner
If necessary
Go To:SubmitQuery
TKWR-GWESSN-7090-Option-NC-1
If collecting data for authentication
If necessary
Go To:CallerSSN
TKWR-GWESSN-7090-Option-NC-3
Go to: Exit, condition Max Error
Threshold for Max Error Condition is
third no input error or third no match
error.
N/A
TKWR-GWESSN-7090-Option-NC-2
TWKR-TWESSN7090-Option-DC-4
Spoken
entry
Repeat
Repeat initial prompt
If necessary
TWKRGWESSN-7090-Option-NC-4
Confirmation Prompts
REQID
Type
TKWR-GWESSN7090-CPrompt-LC-1
Spoken
entry
Name
Context
Barge
in
MWRiheard
I heard
Yes
TKWR-GWESSN7090-CPrompt-DD-1
< ... >
Yes
TKWR-GWESSN7090-CPrompt-LC-2
MWRisthatright
Is that right?
Yes
MWRigot
I got
Yes
< ... >
Yes
TKWR-GWESSN7090-CPrompt-LC-3
TKWR-GWESSN7090-CPrompt-DD-2
DTMF entry
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TKWR-GWESSN7090-CPrompt-LC-4
MWRisthatright
Is that right?
Yes
MWRiheard
I heard
Yes
TKWR-GWESSN7090-CPrompt-DD-3
< ... >
Yes
TKWR-GWESSN7090-CPrompt-LC-6
MWRdidihearthatco
rrectly
Did I hear that correctly?
Yes
MWRnsp_prefix1
Sorry, I didn’t hear anything.
Yes
TKWR-GWESSN7090-CPrompt-LC-8
MWRwessn_correc
tly
Did I get that social security number right?
Yes
TKWR-GWESSN7090-CPrompt-LC-9
MWRsayyesorno
Please say ‘yes’ or ‘no’.
Yes
MWRnsp_prefix3
I’m not sure if you said anything.
Yes
TKWR-GWESSN7090-CPrompt-LC-11
MWRhereisswessn
Here's what I got for the social security
number
Yes
TKWR-GWESSN7090-CPrompt-DD-4
< ... >
Yes
TKWR-GWESSN7090-CPrompt-LC-12
MWRisthatright
Is that right?
Yes
TKWR-GWESSN7090-CPrompt-LC-13
MWRsayyesorno
Please say ‘yes’ or ‘no’.
Yes
TKWR-GWESSN7090-CPrompt-LC-14
MWRhelp_explicit
You can also say ‘help’ for more information.
Yes
MWRerr_yesno_pr
efix1
I’m sorry, I can’t tell if you said ‘yes’ or ‘no’.
Yes
MWRwessn_correc
tly
Did I get that social security number right?
Yes
MWRerr_yesno_pr
efix2
Sorry, I still couldn’t tell if you said ‘yes’ or
‘no’.
Yes
TKWR-GWESSN7090-CPrompt-LC-18
MWRhereiswessn
Here's what I got for the social security
number
Yes
TKWR-GWESSN7090-CPrompt-DD-5
< ... >
Yes
TKWR-GWESSN7090-CPrompt-LC-19
MWRisthatright
Is that right?
Yes
TKWR-GWESSN7090-CPrompt-LC-20
MWRsayyesorno
Please say ‘yes’ or ‘no’.
Yes
TKWR-GWESSN7090-CPrompt-LC-21
MWRhelp_explicit
You can also say ‘help’ for more information.
Yes
MWRhelp1_prefix
Here’s some help.
Yes
MWRwessn_confh
elp
I have to make sure I understood that social
security number. This is what I heard…
Yes
TKWR-GWESSN7090-CPrompt-LC-5
TKWR-GWESSN7090-CPrompt-LC-7
TKWR-GWESSN7090-CPrompt-LC-10
TKWR-GWESSN7090-CPrompt-LC-15
2nd Spoken
entry
Confirmation
Timeout 1
Confirmation
Timeout 2
Confirmation
Retry 1
TKWR-GWESSN7090-CPrompt-LC-16
TKWR-GWESSN7090-CPrompt-LC-17
TKWR-GWESSN7090-CPrompt-LC-22
TKWR-GWESSN7090-CPrompt-LC-23
Confirmation
Retry 2
Confirmation
Help
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TKWR-GWESSN7090-CPrompt-DD-5
< ... >
Yes
TKWR-GWESSN7090-CPrompt-LC-24
MWRsayyesnohelp
Just say 'yes' if that’s right, or say 'no' if it's
wrong.
Yes
NEXT: follow conditional action above
Notes
Set Confidential Flag On
Skip list
Do not use skip list
n-best processing
Do not offer alternative from n-best list
B.3.12
Submit Query to SSA Database
DS: SubmitQuery
PREVIOUS: CallerEarner, GetWageEarnerSSN
Prompts
Condition
TKWR-SQSSD8000-Prompt-LC-1
TKWR-SQSSD8000-Prompt-DD-1
Initial
Name
Wording
Barge-in
MWRsubmitCaller
Hold on while I check our database. It
may take a few seconds.
Condition
No
Action
TKWR-SQSSD-8000Condition-DC-1
Successful interaction
with SSA
Go To: GetWageAmount
TKWR-SQSSD-8000-Condition-NC-1
TKWR-SQSSD-8000Condition-DC-2
Negative Response
from SSA
Go to: NegativeSSAResponse (see Note below)
TKWR-SQSSD-8000-Condition-NC-2
TKWR-SQSSD-8000Condition-DC-3
Failure to post / timeout
Go to: Exit, condition Failure to interact with SSA Host
TKWR-SQSSD-8000-Condition-NC-3
NEXT: follow action above
Note: Verizon Business notes an issue with usability since the caller is not told why the query
failed. Verizon Business notes that this will negatively impact caller acceptance and will
negatively impact call completion. While Verizon Business realized that the first version of the
data exchange does not support more granularity in the response, we strongly recommend that in
a subsequent release, the response distinguish, to some extent, what failed (caller or wage earner,
if different). If caller information was accepted but wage earner information was not, caller can
be given the option to report another wage earner.
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B.3.13
Get Wage Amount (GWA-8010)
Grammar Dialog
DS: GetWageAmount
PREVIOUS: SubmitQuery
Prompts
REQID
Condition
TKWR-GWA-8010Prompt-LC-1
Initial
Name
Wording
Bargein
MWRwageamount_initi
al
Next, I need the wages paid in
Yes
TKWR-GWA-8010Prompt-DD-1
Yes
TKWR-GWA-8010Prompt-DD-2
Yes
TKWR-GWA-8010Prompt-LC-2
MWRwageamount_retry
1
Please tell me the total wages in dollars
and cents.
Yes
MWRnsp_prefix1
Sorry, I didn’t hear anything.
Yes
TKWR-GWA-8010Prompt-LC-4
MWRwageamount_retry
1
Please tell me the total wages in dollars
and cents.
Yes
TKWR-GWA-8010Prompt-LC-5
MWRwagetokeyin
If you prefer to key it in, key in the dollars
and cents, using the star key as the
decimal.
Yes
MWRnsp_prefix3
I’m not sure if you said anything.
Yes
TKWR-GWA-8010Prompt-LC-7
MWRwageamount_retry
2
I need you to tell me the total wages that
were paid in dollars and cents.
Yes
TKWR-GWA-8010Prompt-LC-8
MWRhelp_explicit
You can also say ‘help’ for more
information.
Yes
MWRerr_prefix1
Sorry, I didn’t catch that.
Yes
TKWR-GWA-8010Prompt-LC-10
MWRwageamount_retry
1
Please tell me the total wages in dollars
and cents.
Yes
TKWR-GWA-8010Prompt-LC-11
MWRwagetokeyin
If you prefer to key it in, key in the dollars
and cents, using the star key as the
decimal.
Yes
MWRerr_prefix3
I’m still having trouble understanding.
Yes
TKWR-GWA-8010Prompt-LC-13
MWRwageamount_retry
2
I need you to tell me the total wages that
were paid in dollars and cents.
Yes
TKWR-GWA-8010Prompt-LC-14
MWRhelp_explicit
You can also say ‘help’ for more
information.
Yes
MWRletstryagain
Let’s try again,
Yes
MWRwageamount_retry
1
Please tell me the total wages in dollars
and cents.
Yes
TKWR-GWA-8010Prompt-LC-3
TKWR-GWA-8010Prompt-LC-6
TKWR-GWA-8010Prompt-LC-9
TKWR-GWA-8010Prompt-LC-12
TKWR-GWA-8010Prompt-LC-15
TKWR-GWA-8010Prompt-LC-16
Timeout 1
Timeout 2
Retry 1
Retry 2
Reprompt1
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TKWR-GWA-8010Prompt-LC-17
Reprompt2
MWRtryonemoretime
Let’s try one more time
Yes
MWRwageamount_retry
2
I need you to tell me the total wages that
were paid in dollars and cents.
Yes
MWRhelp1_prefix
Here’s some help.
Yes
TKWR-GWA-8010Prompt-LC-20
MWRhelp_wageamount
1
Tell me the wages that were paid last
month. Say the amount like this: five
hundred twenty seven dollars and sixty
five cents.
Yes
TKWR-GWA-8010Prompt-LC-21
MWRwagetokeyin
If you prefer to key it in, key in the dollars
and cents, using the star key as the
decimal.
Yes
TKWR-GWA-8010Prompt-LC-22
MWRwagesayorkeyin
Please say or key in your total wages now.
Yes
TKWR-GWA-8010Prompt-LC-18
TKWR-GWA-8010Prompt-LC-19
Help1
Option
Grammar Slot
TKWR-GWA-8010Option-DC-1
Spoken
entry
TKWR-GWA-8010Option-DC-2
Max errors
no input/no
match
CURRENCY
Action
Go To: SubmitWages
Confirm
If necessary
TKWR-GWA-8010-Option-NC-1
Go to: Exit, condition Max Error
N/A
Threshold for Max Error Condition is
third no input error or third no match
error.
TKWR-GWA-8010-Option-NC-2
TWKR-GWA-8010Option-DC-3
Spoken
Entry
Repeat
Repeat initial prompt
If necessary
TWKR-GWA-8010-Option-DC-3
Confirmation Prompts
REQID
TKWR-GWA-8010CPrompt-LC-1
Type
Context
Barge
in
MWRiheard
I heard
Yes
TKWR-GWA-8010CPrompt-DD-1
< ... >
Yes
TKWR-GWA-8010CPrompt-LC-2
MWRisthatright
Is that right?
Yes
MWRiheard
I heard
Yes
TKWR-GWA-8010CPrompt-DD-2
< ... >
Yes
TKWR-GWA-8010CPrompt-LC-4
MWRdidihearthatcorrect
ly
Did I hear that correctly?
Yes
MWRnsp_prefix1
Sorry, I didn’t hear anything.
Yes
TKWR-GWA-8010CPrompt-LC-6
MWRwageamount_corr
ectly
Did I get that amount correct?
Yes
TKWR-GWA-8010CPrompt-LC-7
MWRsayyesorno
Please say ‘yes’ or ‘no’.
Yes
TKWR-GWA-8010CPrompt-LC-3
TKWR-GWA-8010CPrompt-LC-5
Spoken
entry
Name
2nd Spoken
entry
Confirmation
Timeout 1
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TKWR-GWA-8010CPrompt-LC-8
MWRnsp_prefix3
I’m not sure if you said anything.
Yes
TKWR-GWA-8010CPrompt-LC-9
MWRhereiswageamoun
t
Here's what I got for wages paid amount
Yes
TKWR-GWA-8010CPrompt-DD-3
< ... >
Yes
TKWR-GWA-8010CPrompt-LC-10
MWRisthatright
Is that right?
Yes
TKWR-GWA-8010CPrompt-LC-11
MWRsayyesorno
Please say ‘yes’ or ‘no’.
Yes
TKWR-GWA-8010CPrompt-LC-12
MWRhelp_explicit
You can also say ‘help’ for more
information.
Yes
MWRerr_yesno_prefix1
I’m sorry, I can’t tell if you said ‘yes’ or
‘no’.
Yes
MWRwageamount_corr
ectly
Did I get that amount correct?
Yes
MWRerr_yesno_prefix2
Sorry, I still couldn’t tell if you said ‘yes’ or
‘no’.
Yes
TKWR-GWA-8010CPrompt-LC-16
MWRhereiswageamoun
t
Here's what I got for wages paid amount
Yes
TKWR-GWA-8010CPrompt-DD-4
< ... >
Yes
TKWR-GWA-8010CPrompt-LC-17
MWRisthatright
Is that right?
Yes
TKWR-GWA-8010CPrompt-LC-18
MWRsayyesorno
Please say ‘yes’ or ‘no’.
Yes
TKWR-GWA-8010CPrompt-LC-19
MWRhelp_explicit
You can also say ‘help’ for more
information.
Yes
MWRhelp1_prefix
Here’s some help.
Yes
TKWR-GWA-8010CPrompt-LC-21
MWRwageamount_conf
help
It is very important that I have the wage
amount correct. I heard…
Yes
TKWR-GWA-8010CPrompt-DD-5
< ... >
Yes
TKWR-GWA-8010CPrompt-LC-22
MWRsayyesnohelp
Just say 'yes' if that’s right or say 'no' if it's
wrong.
Yes
TKWR-GWA-8010CPrompt-LC-13
Confirmation
Timeout 2
Confirmation
Retry 1
TKWR-GWA-8010CPrompt-LC-14
TKWR-GWA-8010CPrompt-LC-15
TKWR-GWA-8010CPrompt-LC-20
Confirmation
Retry 2
Confirmation
Help
NEXT: follow conditional action above
Notes
Skip list
Do not use skip list
n-best processing
Do not offer alternative from n-best list
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B.3.14 Submit Wages Data (SWD-8020)
DS: SubmitWages
PREVIOUS: GetWageAmount
Prompts
Condition
TKWR-SWD-8020Prompt-LC-1
Name
Initial
TKWR-SWD-8020Prompt-DD-1
TKWR-SWD-8020Prompt-LC-2
Success
Wording
Hold on while I send the information to the
Social Security Administration.
No
No
MWRsuccess
OK, those wages were reported.
No
Condition
TKWR-SWD-8020Condition-DC-1
Barge-in
MWRsubmitCa
ller_b
Action
Successful interaction with
SSA
Play Success prompt in this dialog state and Go To:
ReportAnother
TKWR-SWD-8020-Condition-NC-1
TKWR-SWD-8020Condition-DC-2
SSA Negative Response
TKWR-SWD-8020Condition-DC-3
Failure to post / timeout
Go To: NegativeSSAResponse
TKWR-SWD-8020-Condition-NC-2
Go to: Exit, condition Failure to interact with SSA Host
TKWR-SWD-8020-Condition-NC-3
NEXT: follow action above
B.3.15
Report Another (RA-8030)
Yes/No
DS: ReportAnother
PREVIOUS: SubmitWages
Prompts
REQID
Condition
TKWR-RA-8030Prompt-LC-1
Initial
MWRdoanother_initial
Do you want to report wages for another
individual? Please say ‘yes’ or ‘no’
Yes
TKWR-RA-8030Prompt-LC-2
Timeout 1
MWRnsp_prefix1
Sorry, I didn’t hear anything.
Yes
MWRdoanother_retry1
Do you want to report wages for another
individual?
Yes
MWRnsp_prefix3
I’m not sure if you said anything.
Yes
TKWR-RA-8030Prompt-LC-5
MWRdoanother_retry1
Do you want to report wages for another
individual?
Yes
TKWR-RA-8030Prompt-LC-6
MWRsayyesorno
Please say ‘yes’ or ‘no’.
Yes
TKWR-RA-8030Prompt-LC-7
MWRhelp_explicit
You can also say ‘help’ for more information.
Yes
TKWR-RA-8030Prompt-LC-3
TKWR-RA-8030Prompt-LC-4
Timeout 2
Name
Wording
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TKWR-RA-8030Prompt-LC-8
Retry 1
MWRerr_prefix1
Sorry, I didn’t catch that.
Yes
MWRdoanother_retry1
Do you want to report wages for another
individual?
Yes
MWRerr_prefix3
I’m still having trouble understanding.
Yes
TKWR-RA-8030Prompt-LC-11
MWRdoanother_retry1
Do you want to report wages for another
individual?
Yes
TKWR-RA-8030Prompt-LC-12
MWRsayyesno
Please say ‘yes’ or ‘no’
Yes
TKWR-RA-8030Prompt-LC-13
MWRhelp_explicit
You can also say ‘help’ for more information.
Yes
MWRhelp1_prefix
Here’s some help.
Yes
MWRhelp_doanother1
If you wish to report the wages for some else,
say yes.
Yes
TKWR-RA-8030Prompt-LC-9
TKWR-RA-8030Prompt-LC-10
TKWR-RA-8030Prompt-LC-14
Retry 2
Help1
TKWR-RA-8030Prompt-LC-15
Option
Grammar Slot
Action
Confirm
TKWR-RA-8030Option-DC-1
Yes
CONFIRM
Go To: GetWageEarnerSSN
TKWR-RA-8030-Option-NC-1
No
TKWR-RA-8030Option-DC-2
No
CONFIRM
Go to: Exit, condition Call Complete
TKWR-RA-8030-Option-NC-2
No
TKWR-RA-8030Option-DC-3
Max errors no
input/no match
Go to: Exit, condition Max Error
Threshold for Max Error Condition is third
no input error or third no match error.
N/A
TKWR-RA-8030-Option-NC-3
NEXT: follow conditional action above
B.3.16 Negative SSA Response (NSSAR-8040)
DS: NegativeSSAResponse
PREVIOUS: SubmitQuery, SubmitWages
Prompts
REQID
Condition
TKWR-NSSAR8040-Prompt-LC-1
Initial
Name
MWRdatarejected
Wording
Condition
All (See note)
Barge-in
I’m sorry, we were unable to process your
request. Please check your information and
try again later.
No
Action
Go To: Exit, condition Call Completed
TKWR-NSSAR-8040-Condition-NC-1
NEXT: follow action above
Note: In future release, go back to appropriate place in call flow to prompt for other information,
depending on reason data was rejected.
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B.3.17
Exit / Complete Call
DS: Exit
PREVIOUS: All
No responses expected from the caller
Prompts
Condition
Name
Wording
TKWR-ECC-8050Prompt-LC-1
Failure to
interact with
SSA Host
MWRssahostfailure
I’m sorry. At this moment, the Social
Security Administration’s wage
reporting system is unavailable. Please
try your call at another time. Goodbye.
End Call
TKWR-ECC-8050Prompt-LC-2
Agent
Explicit
MWRagent_explicit
_transfer
An agent is not available. If you need
help with anything, just say help.
Return to
dialog state
TKWR-ECC-8050Prompt-LC-3
Call
Complete
MWRcall_complete
Thanks for calling the SSA monthly
wage reporting line. Goodbye.
End Call
TKWR-ECC-8050Prompt-LC-4
Max Error
MWRmax_error_ap
ology
I’m sorry we’re having so much trouble.
Please try again later.
End Call
TKWR-ECC-8050Prompt-LC-5
Too Many
Help
MWRmax_error_ap
ology
I’m sorry we’re having so much trouble.
Please try again later.
End Call
TKWR-ECC-8050Prompt-LC-6
Closed
Greeting
MWRclosed_greeti
ng
I’m sorry, the social security wage
reporting service is only available for
the first 6 days of the month. Next
month, please report wages within the
first six days. We apologize for any
inconvenience.
End Call
MWRcall_complete
Thanks for calling the SSA Monthly
Wage Reporting line. Good bye.
MWRssaoffhours
I’m sorry you’ve reached the social
security wage reporting service
during its off hours. Please try your
call, Monday through Saturday
between 5:00 am and 11:00 pm
eastern time, or between the hours
of 7:00 am and 11:00 pm Sunday
and holidays.
MWRcall_complete
Thanks for calling the SSA Monthly
Wage Reporting line. Good bye.
TKWR-ECC-8050Prompt-LC-7
TKWR-ECC-8050Prompt-LC-8
Off Hours
Greeting
(SSA Status
Code 0152)
TKWR-ECC-8050Prompt-LC-9
Option
none
Grammar
N/A
Action
N/A
Action
Confirm
N/A
End Call
Barge-in
N/A
END
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Appendix C. Acronyms
ANI
Automatic Number Identification
DNIS
Dialed Number Identification Service
DTMF
Dual Tone Multi-Frequency (Touch Tone)
GMT
Greenwich Mean Time
IASA
Internet Application Services Architecture
(Verizon Business system for order entry and billing)
ID
Identifier
NGSN
Next Generation Service Node
QA
Quality Assurance
SDD
Service Design Document
SOAP
Simple Object Access Protocol
SSA
Social Security Administration
TBD
To Be Determined
TKWR
Telephone Knowledge Based Wage Reporting
TNRS
Telephone Name Recognition Service
TnT
Takeback and Transfer
TTS
Text To Speech
URL
Universal Resource Locator
WSDL
Web Service Description Language
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-64-
Social Security Administration
User Interface Specification
Last Saved: December 8, 2008
Replacement
1099/1042s
TNRS
Verizon Business Confidential & Proprietary.
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3.10
SARA Part 2
Nuance/Social Security Administration -- Confidential
Document History
Date
Spec
Summary of Changes
Revised by
08/09/2007
1.0
Initial version. Skeleton Spec: The tables are complete, but there is not
yet text for retry, timeout, and help prompts.
Daniel Engelberg,
Jenny DeGroot
(Nuance)
1.1
Updates based on 08/13/2007 review meeting. Changes highlighted in
yellow.
In all tables that are based on a table in another spec, added the
name of the origin spec.
Globally, removed many references in Module Settings (last section
of table), as these were copied from previous specs and often did
not apply to current context.
Globally, filled in vocabulary and dtmf keys in options.
Globally, updated all "Entering From" links.
In 7020, during the rest of the year, changed link to go to 7038-FTNewAddresYN-DM
In 7025, corrected typo in name of Prompt-1, and added Developer
note explaining relation of this table to 7035-FT-NowWhatYN-DM
In 7026, corrected prompt names
In 7030, clarified purpose of DM in internal note, fixed "Entering
from" (now 7038-FT-NewAddressYN-DM), and added Developer
note explaining relation of this table to 7035-FT-NowWhatYN-DM
In 7035, "Replacement" option, changed so goes to 7036-FTWhichYear-DM (new DM).
Added new DM, 7036-FT-WhichYear-DM, to disambiguate the year
of the replacement 1099.
In 7037, changed "Yes" action to go to 7070-FT-Need2Ask-Msg;
updated attestation wording with privacy/paperwork text, and added
in secondary prompts.
In 7038, corrected "Entering from" as 7020-FT-CurrentDate-BC,
corrected Initial prompt to say "Social Security" in full, and added in
secondary prompts. The "No" condition now has an exit prompt
and goes to 7030-FT-NotJanuary-Msg.
In 7070, adjusted Prompt-1 wording to say "several" questions.
In 7080, adjusted name collection parameter to collect first name
first and then last name.
In 7090, adjusted Failure condition to go to 7095-FT-DOB-DM.
In 7115, added additional conditions and actions. (Results of Aug 1
meeting with L. Moore and email from C. Walton.)
In 7125, added reference to corresponding return code.
In 7150, changed Prompt-1 to say that we're starting with the FIRST
name.
In 7165, added/changed prompt names for HighConf conditions.
In 7195, added/changed prompt names for "Yes" option.
Created new DMs 7121, 7122, and 7123 (Results of Aug 1 meeting
with L. Moore and email from C. Walton.)
In 7125, added “Auth” to the DM title, changed prompt wording, and
added developer note. (Results of Aug 1 meeting with L. Moore
and email from C. Walton.)
In 7130, added “Auth” to the DM title, changed prompt wording, and
added developer note. (Results of Aug 1 meeting with L. Moore
Document history continues on next page
08/17/2007
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08/20/2007
1.2
and email from C. Walton.)
In 7230, modified Initial prompt for clearer wording and added
secondary prompts.
In 7235, added secondary prompts and option vocabulary.
In 7240, changed prompts to read "...deceased person's..." and
corrected prompt names.
In 7255, added return codes to OffSeason and other conditions and
actions. (Results of Aug 1 meeting with L. Moore and email from C.
Walton.).
In 7260, corrected prompt terminology to read "replacement 1099".
In 7265, added exit prompt for "No" option.
In 7270, added secondary prompts and exit prompt for "Main Menu"
option.
In 7275, added additional conditions and actions. (Results of Aug 1
meeting with L. Moore and email from C. Walton.)
In 7280, corrected prompt terminology to read "replacement 1099",
and corrected condition name.
In 7285, added Retry and ExitSuccess prompts.
In 7290, added Retry and ExitSuccess prompts.
In 7300, clarified Initial prompt wording and added secondary
prompts.
Created new DMs 7301, 7302, 7303, 7304 (Results of Aug 1
meeting with L. Moore and email from C. Walton.).
In 7310, added prompt wording and developer note. (Results of
Aug 16 meeting with L. Moore and email from C. Walton.)
After 7310, deleted note that referred to N8NN spec for return
codes 151, 152, and others. These are handled in the new DMs
within this spec. (Results of Aug 16 meeting with L. Moore and
email from C. Walton.)
Throughout: Added Developer Notes about all parameter values
that are shown here, stating that developer should validate these
values against the parameters that are in currently deployed code.
Made updates based on SSA email of Aug 17, 2007, highlighted green.
J. DeGroot
7025: Changed wording to “replacement 1099” in four places throughout
the DM.
7030: Changed prompt 7030-FT-NotJanuary-Prompt-4 wording to
“replacement 1099”.
7035: Changed wording to “replacement 1099”
7036: Changed wording to “replacement 1099” in Help and Success-1-b
prompts.
7070: Changed wording to “replacement 1099”
7230: Changed wording to “replacement 1099” throughout the DM.
7235: Changed wording to “replacement 1099” throughout the DM.
7260: Changed wording to remove the phrase “the form”.
7280: Changed wording to remove the phrase “the form”. Fixed typo in
prompt number and Req ID number.
7305: Changed wording to “replacement 1099” in four places throughout
the DM.
08/23/2007
1.3
1099_TNRS_v3.10
Changes based on client comments. Changes highlighted in blue.
7255 & 7275 Success condition: added (ie “ = 0000”)
7255, 7275 & 7301: Removed references to "cannot match" and
eliminated CannotMatch message table.
7255 & 7275: Removed Account Blocked condition
7304: Removed table
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08/28/2007
1.4
8/30/2007
1.5
09/04/2007
1.6
Changes based on client comments. Changes highlighted in yellow.
Removed all highlighting carried over from previous versions.
Removed 7301 and 7304 tables that were struck out in previous
version.
7035: Added "replacement 1099" option; added note explaining
behavior with respect to 7025 and 7030; changed module type to
Custom Context; added "Main menu" option
7095: Corrected error -- 7095-FT-DOB-Option-Date should have no
action other than confirmation.
7115: Added "return code = 0000" to Success condition
Internal Nuance release. Changes based on client comments. Changes
highlighted in blue.
7025:
Added conditions for playing CPR when the person is calling during
Dec 15-31.
Changed the words “statements” and “form 1099” to “SSA 1099” in
prompts.
7030: Changed the words “statements” and “form 1099” to “SSA 1099”
in prompts.
7036-FT-WhichYear-DM:
Added conditions and actions for cases when caller requests
current year and year minus one, in December 15-31 vs. January 131 of blackout period, and for invalid requests for future years.
Added conditions for playing CPR when person is calling during
Dec 15-31 vs. Jan 1-31 in Success-1 prompt sequence.
Added confirmation prompts.
7037: Added pronunciation note for OMB number in the prompt.
7038:
Removed reference to Name confirmation (typo in description field).
Removed erroneous “entering from 7037.”
7280: Added prompt names for the concatenated phrases in the prompt.
7305: Changed the words “statements” and “form 1099” to “SSA 1099” in
prompts.
(In addition to the changes listed below, see the v1.5 list above.)
Daniel Engelberg
Jenny DeGroot
Daniel Engelberg
Changes highlighted in green.
Changed authentication sequence.
o
Was SSN – First Name – Last Name – Alt Name – DOB
o
Is now SSN – DOB – First Name – Last Name – Alt
Name
Changed name collection approach from method used in KBA spec
to method used in TPPW spec. See below for details. Functionally
the approaches are almost identical, with the exception that now we
confirm first name as soon as we collect it, rather than waiting to
confirm first name and last name together. The main improvement
is the simplification of the spec through reduction in the number of
DMs; in addition the approach is more linear and no longer uses
subroutines.
Globally, added dtmf options in Retry2, Timeout2 and Help prompts
when missing. (Added in Retry1 in cases where there was no
Retry2.)
Removed 7080, 7090, 7150, 7180, 7185, 7205
Changed numbering to retain sequential order following change in
call-flow sequence:
o
7070 changed to 7055
o
7075 changed to 7060
o
7095 changed to 7065
o
7200 changed to 7085
o
7085 changed to 7090
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1.6.1
7035: Added dtmf in secondary prompts
7038: Clarified exit prompt reference in 7038-FT-NewAddressYNOption-No
7060: Added dtmf in secondary prompts; Changed 7060-FTGetSSN-ConfOption-Yes to go to 7065 (DOB)
7065: Changed "yes" option to go to 7075; Added dtmf in
secondary prompts; clarified exit prompt references in Yes option
7075: New DM combining previous 7165, 7170 and 7190
7080: New DM combining previous 7155, 7160 and 7195
7085: Deleted "with your name" from prompt-1 to make this DM
more generic, as it is called by other parts of the spec. Updated
"Entering from"; changed action to go to 6210.
7090: Added dtmf to secondary prompts; Added exit prompts;
updated go tos in Yes (to 7092) and No (to 7110) options
7092: New DM (previously distributed across 7155, 7160 and
7195)
7240: Added dtmf to secondary prompts. Corrected wording of
Confirmation prompts to refer to the deceased person’s SSN, not
“your” SSN.
7265: Added dtmf to secondary prompts; clarified exit prompt
reference in No option. Corrected Goto statement for Timeout.
7270: Added dtmf to secondary prompts; clarified exit prompt
reference in Main Menu option. Removed erroneous “entering from
7035”.
7285: Added dtmf to secondary prompts
7290: Added dtmf to secondary prompts
Throughout: Standardized the prompt names of Exit and Success
prompts, so they are consistently named “...Success...”
6210: Added DMs to “Entering from” section.
Changes highlighted in green.
09/12/2007
1.6.2
7025: Split up Prompt-4 into Prompts 4 and 5, and added CPR to play
the year instead of saying “January of next year.” The previously
existing Prompt-5 was renamed Prompt-6.
Removed Global Defaults from retry 1 and 2 prompts
09/19/2007
1.6.3
Added Message Numbers
Sean
Stallings/VZB
09/21/2007
1.6.4
Made corrections to 7025
Sean
Stallings/VZB
09/27/2007
1.6.5
Changed 6210 to 6211
Changed 6220 to 6221
Sean
Stallings/VZB
09/28/2007
1.6.6
Added changes as recommended by Nuance
Sean
Stallings/VZB
09/04/2007
J. DeGroot
Sean
Stallings/VZB
Changes highlighted in yellow. S. Stallings’ updates are still shown with
changes tracked. All other previous changes have been accepted and
previous highlighting removed.
Added new section, Privacy, in Chapter 1, for clarification purposes.
7036-FT-WhichYear-DM: Changed DM type to Custom Context.
7037-FT-AttestationYN-DM: Now goes to the new module DM 7039.
instead of 7055.
DM 7039: New DM added.
7040-FT-PingUnavailableMM-DM: New DM added.
7045: Added “entering from” new module 7039.
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: Changed DM type to Custom Context.
7121-FT-AuthSystemProblems-Msg: Added “entering from” DM 7039
7122-FT-AuthSystemUnavailable-Msg: Added “entering from DM 7039
7235-FT-ForDeceasedYN-DM: Changed DM type to Custom Context.
7285-FT-ValidateDeceasedRepeatYN-DM: Changed DM type to YesNo.
7300-FT-ValidateNoRelationshipMatch-DM: Added
confirmation
10/25/2007
1.6.7
Added message 82140 to 7040
Added message 86185 to 7080 and 7192
Sean
Stallings/VZB
11/01/2007
1.6.8
Changed msg. 82140 to 85140
Sean
Stallings/VZB
11/20/2007
1.6.9
Updated DM7260. Broke msg 82107 into messages 82131, 82132,
82133, 82134
Updated Msg. 82050 in DM7075
Updated Msg. 82063 in DM7080
Updated Msg. 82076 in DM7092
Fixed broken hyperlink for 7039-FT-Ping-DB
Updated DM 7036-changed input field for Success Prompt 3
Updated DM 7075, removed retry 1, renamed retry 2 retry 1
Updated DM 7080, removed retry 1, renamed retry 2 retry 1
Updated DM 7092, removed retry 1, renamed retry 2 retry 1
Updated DM 7020, Removed msg. 82006
Updated DM 7030, Removed msg. 82010
Updated DM 7035, Added msg. 82006, 82010
Updated DM 7305, Removed msg. 82127
Sean
Stallings/VZB
11/21/2007
1.7.0
Changed msg. 86185 to 82175
Sean
Stallings/VZB
11/29/2007
1.7.1
Updated DM 7060, DM7240; Removed module note disabling DTMF in
the confirmation.
Sean
Stallings/VZB
01/04/2008
1.7.2
Sean
Stallings/VZB
01/04/2008
1.7.3
Updated Chapter 1 to clarify that all global default behavior found in
N8NN is still valid for 1099.
DM 7290- Updated developer notes.
DM 7037 – replaced ‘#’ with the word ‘number’ for message 82025.
DM 6226-Corrected typo, message 120401 changed to 12041.
01/23/2008
1.7.4
Updated DM 7075, 7080 and 7092. Added msg. 50348, removed global
defaults from Respell1 and 2.
Sean
Stallings/VZB
03/03/2008
1.7.5
Sean
Stallings/VZB
03/06/2008
1.7.6
03/10/2008
1.7.7
Added Privacy statement to Introduction
Updated DM 7060, 7065, 7075, 7080, 7092; Added notes regarding
confidentiality flag to module notes.
Added module 7045
Added module 7059
Added module 7064
Added module 7079
Added module 7089
Corrected hyperlink errors in document history
Corrected typo in module 7064 DoB Check Condition
Corrected broken hyperlinks in DM 6211
Updated 7045, 7059, 7064, 7070, 7079, 7089; Corrected reporting for “if
else” conditions.
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Stallings/VZB
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Stallings/VZB
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Updated DM 7035; removed 2 second silence, updated wording for
message 82010. Removed message 82011.
nd
Updated DM 7075, 7080 and 7092; On 2 no in confirmation callers will
hear Retry 2 prompt.
Updated msg. 82131; removed “Ok” from prompt.
Updated Reporting Strings for Last Name, First Name, Alt Name
Sean
Stallings/VZB
03/13/2008
1.7.8
04/01/2008
1.7.9
04/01/2008
1.8
Added message numbers 82131 and 82132 to 7055
Clarified wording for 7045 Check Null Condition
Sean
Stallings/VZB
04/11/2008
1.81
Sean
Stallings/VZB
04/17/2008
1.82
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.
Updated Module 7037 Added “Barge in” column to the prompt table,
barge in is set to “false” for initial prompt, “true” for all others. Broke
message 82025 into two separate messages, 82025 and 86238.
05/06/2008
1.83
05/09/2008
1.84
05/23/2008
1.85
Updated Module 7265 Silence is reduced from two seconds to one
second.
Updated Module 7285 Silence is reduced from two seconds to one
second
Updated all [1 sec silence] message numbers to 1000, instead of 10000
Removed incorrect spaces from the reporting strings
Updated Module 7036, added conditional logic for callers being routed to
7037
Updated Module 7037, added entry to ‘go to’ field, if callers exit this
module Attestation Flag should be set to 1.
Updated module 7055. Changed message number 82131 to 82135, and
message number 82132 to 82136.
Removed the barge-in settings for the Success prompts for DM7037.
The recognizer is no longer listening for a response, so barge-in is not
applicable at this point.
Sean
Stallings/VZB
Sean
Stallings/VZB
Becky Stallings,
VzB
Sean
Stallings/VZB
Sean
Stallings/VZB
Becky Stallings,
VzB
Highlighted Barge-in changes in pink.
06/24/2008
1.86
09/04/2008
3.0
09/11/2008
3.01
09/18/2008
3.02
Corrected reporting string for module 7064-FT-DoB Check Condition,
replaced ‘SSA’ with ‘DoB’
Updated Module 7065, removed Note To Talent in the initial 1 prompt.
Updated module 7035, fixed typo in message 82010.
Sean
Stallings/VZB
Sean
Stallings/VZB
BBN Findings Update
1) Updated module 7037; updated wording for retry 2, message
82027
2) Updated module 7038, updated wording for retry 2, message
82033
3) Updated module 7090, updated wording for retry 2, message
82069
4) Updated module 7235, updated wording for retry 2, message
82094.
5) Updated module 7075, 7080, 7092, updated wording for
confirmation retry 2, message 82055
6) Highlighted all BBN updates in Green
Updated module 7235; corrected wording for message 82094, now more
closely resembles original – for BBN Findings Update.
Sean
Stallings/VZB
Merged 1099_v2.4_TNRS with 1099_TVDC_v3.01.
Broke Module 7075 GetFirstName into A and B sections, Say and Spell
and Spell Only – for TNRS effort
Sean
Stallings/VZB
Broke Module 7080 GetLastName into A and B sections, Say and Spell
and Spell Only – for TNRS effort
Broke Module 7092 GetAltName into A and B sections, Say and Spell
and Spell Only – for TNRS effort
Added Module 7095 PostSSN-DB – for TNRS effort
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Added REQ ID’s to modules 7075A, 7075B, 7080A, 7080B, 7092A,
7092B – for TNRS effort.
Added explanatory note to top of modules 7075A, 7075B, 7080A, 7080B,
7092A, 7092B – for TNRS effort.
Updated modules 7025 and 7065, removed ‘note to talent’ from initial
prompt – this resolves ticket 22253.
Updated Module 7095, corrected hyperlink error in ‘entering from field’ –
this resolves ticket 22262.
Updated module 7092B, corrected message name for confirmation
apology prompt – this resolves ticket 22310.
Updated module 7092B, 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 22337.
TNRS changes highlighted in Yellow
Verizon Business proprietary statement added to title page and page
footers.
09/30/2008
3.03
10/13/2008
3.04
Updated module 7092B, 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 22337.
Updated module 7035; added message 82011 to play after initial 1 – this
resolves ticket 22404.
Updated module 6226; updated wording so that it matches what is
playing in N8NN Main Menu – this resolves ticket 22403.
Updated Chapter 1; added Timeouts and Retries section. This section
explains how timeouts and retries are handled. This is more coherent
than the previous system of only using module notes – this resolves
ticket 22420.
Sean
Stallings/VZB
Sean
Stallings/VZB
Updated input parameters for modules 7039, 7115 and 7225.
Removed Max Timeout/Retry entry from ‘Module Settings’ section of
modules 7035, 7036, 7037, 7038, 7060, 7230, 7235, 7240, 7300 – this
resolves ticket 22420.
Agent Transfer:
Agent Transfer is actually being done in main menu. UI has been
updated to correctly document this.
1) Updated module 6200, now shows that callers route back to
Main Menu for Max Timeout/Retries and Agent Transfer.
2) Removed modules 6203, 6206, 6221, 6223, 6226. These
modules are duplicates of what is already documented in Main
Menu.
3) Updated modules 7075A, 7075B, 7080A, 7080B , 7092A,
7092B, 7302, 7303; 7310, these modules no longer route to
module 6211, they now route to module 6200 on the Max
Timeouts/ Retries condition.
4) Updated modules 7035, 7036, 7038, 7125, 7130, 7235, 7265,
7270, 7285, 7290, these modules no longer route to module
6221, they now route to module 6200 on the Agent Request
condition.
10/15/2008
3.04
Removed double HC 4.0 descriptions from DM 7255 and added the
FUNC parameter.
Kim Rothlis/VzB
Updated DM 7039 to reflect the HC 4.0 format per the HCID.
Updated DM 6200 Agent Transfer with the ‘as built’ destination DM of
1201 in the N8NN Main Menu.
Updated module 7235; added correct wording for retry 2, message
82094. Now has correct per BBN Findings effort – this resolves ticket
22431.
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10/20/2008
3.05
Updated Table of Contents
10/29/2008
3.06
Updated module 7075A; 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
Sean
Stallings/VZB
Updated module 7075B; 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 7080A; 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 7080B; 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 7092A; 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 7092B; 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 7095; 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 7045, 7055, 7059, 7064, 7070, 7079, 7089,
7095, and 6200.
Renamed ‘name’ column as ‘REQID’ in all modules that did not already
have a REQID column. Removed ‘name’ column from modules that had
both.
Renamed ‘option’ column as ‘REQID’ in all modules that did not already
have a REQID column. Removed ‘option’ column from modules that had
both.
Updated module 7035, max retry is now documented to follow the same
logic as max timeout – this resolves ticket 22439.
Updated module 7300, added message number to confirmation prompt,
now numbered 82135.
11/04/2008
3.07
11/06/2008
3.08
11/20/2008
3.09
1099_TNRS_v3.10
Updated module 7065, renumbered message number 50209 to 51309.
The wording remains the same, but 51309 is specific to this application.
Added notation to DialogModule Notes stating that for confirmation we
will play the timeout 1 message for the timeout 2 condition. We also play
the retry 1 message for the retry 2 condition. This is only for the
Confirmation prompting – this resolves tickets 22448 and 22449.
Updated module 7095, added parameters for reporting associated app
ID.
Updated modules 7075A, 7075B, 7080A, 7080B, 7092A, 7092B.
Corrected REQID columns to show the current requirement ID’s being
used by SSA.
Updated modules 7302, 7303 and 7310. These modules now route to
Module 6211 – this resolves tickets 22474, 22473, and 22472.
Updated module 6200; ‘Entering From’ now correctly shows all modules
the that route to 6200. ‘Agent Request’ condition now routes to N8NN
Main Menu, module 1220 NeedsAgentCheckAvailable.
Updated module 7036, Success 3a and 3b prompts are now listed as
‘Initial 2’. These will play when the caller re-enters the module.
Updated modules 7075A and 7075B, corrected cut and paste error in
confirmation section. On max timeout/ retry callers should route to
module 7085. Corrected typo in confirmation apology prompt. Removed
Confirmation Apology to avoid double apology.
29 June 2009
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Stallings/VZB
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Stallings/VZB
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Stallings/VZB
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Updated modules 7080A and 7080B, corrected cut and paste error in
confirmation section. On max timeout/ retry callers should route to
module 7085. Removed Confirmation Apology to avoid double apology.
Updated modules 7092A and 7092B, corrected cut and paste error in
confirmation section. On max timeout/ retry callers should route to
module 7085. Removed Confirmation Apology to avoid double apology.
Updated module 7085, added module 7075A, 7075B, 7080A, 7080B,
7092A, 7092B to ‘Entering From’ field.
Updated module 6211, added additional clarification to module
explanation. Note now states that callers will also come to 6211 for
Agent assistance.
12/08/2008
3.10
1099_TNRS_v3.10
Updated module 7036, updated requirement ID’s for Initial 2 prompts –
this resolves ticket – 22481.
29 June 2009
Sean
Stallings/VZB
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Table of Contents
Chapter 1:
Introduction .......................................................................................................13
Privacy ......................................................................................................................................... 13
Timeouts and Retries ................................................................................................................ 13
Developer Notes........................................................................................................................ 13
Default behavior in this case is specified in DM 1130-GiveUpSendSomewhere-Check
of the N8NN spec. All SARA1 and SARA2 behavior downstream of N8NN’s speakfreely menu is considered as part of that app, and all of its defaults apply to the
downstream apps, unless otherwise specified....................................................................... 14
Chapter 2:
Detailed Dialog Specification ...........................................................................15
2.1 Call-Flow Tables ........................................................................................................................ 15
Eligibility check.......................................................................................................................... 15
7020-FT-CurrentDate-BC........................................................................................................ 15
7025-FT-January-Msg ............................................................................................................... 15
7026-FT-Year-CPR ................................................................................................................... 16
7030-FT-NotJanuary-Msg........................................................................................................ 17
7035-FT-NowWhat-DM .......................................................................................................... 18
7036-FT-WhichYear-DM ........................................................................................................ 19
7037-FT-AttestationYN-DM .................................................................................................. 21
7038-FT-NewAddressYN-DM ............................................................................................... 22
7039-FT-Ping-DB ..................................................................................................................... 23
7040-FT-PingUnavailableMM-DM ........................................................................................ 24
Authentication............................................................................................................................ 24
7045 Check Null Condition ..................................................................................................... 24
7055-FT-Need2Ask-Msg.......................................................................................................... 25
7059- Social Security Check Condition.................................................................................. 25
7060-FT-GetSSN-DM..............................................................................................................26
7064- DoB Check Condition................................................................................................... 27
7065-FT-DOB-DM................................................................................................................... 28
7070 FirstName Check Condition.......................................................................................... 30
7075A-GetFirstName Say and Spell....................................................................................... 30
7075B-GetFirstName Spell Only............................................................................................ 32
7079- Last Name Check Condition ........................................................................................ 34
7080A-GetLastName Say and Spell ....................................................................................... 34
7080B-GetLastName Spell Only ............................................................................................ 36
7085-FT-Name-ExitFailure-Msg ............................................................................................ 38
7089 AltName Check Condition............................................................................................. 38
7090-FT-HaveAltNameYN-DM ............................................................................................ 39
7092A-GetAltName Say and Spell ......................................................................................... 40
7092B-GetAltName Spell Only .............................................................................................. 42
7095-PostSSN-DB .................................................................................................................... 44
7110-FT-DBWait-Msg.............................................................................................................. 45
7115-FT-Authenticate-DB....................................................................................................... 46
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7120-FT-AuthSuccess-Msg...................................................................................................... 46
7121-FT-AuthSystemProblems-Msg...................................................................................... 47
7122-FT-AuthSystemUnavailable-Msg .................................................................................. 47
7123-FT-AuthOther-Msg......................................................................................................... 48
7125-FT-AuthNoMatch-Msg .................................................................................................. 48
7130-FT-AuthAcctBlocked-Msg............................................................................................. 49
Form Request............................................................................................................................. 49
7230-FT-ForSelfYN-DM......................................................................................................... 49
7235-FT-ForDeceasedYN-DM............................................................................................... 50
7240-FT-DeceasedSSN-DM.................................................................................................... 51
Validation.................................................................................................................................... 53
7255-FT-ValidateForSelf-DB.................................................................................................. 53
7260-FT-ValidateSelfSuccess-Msg.......................................................................................... 54
7265-FT-ValidateSelfRepeatYN-DM..................................................................................... 55
7270-FT-ValidateSelfAnythingElse-DM ............................................................................... 56
7275-FT-ValidateForDeceased-DB........................................................................................ 57
7280-FT-ValidateDeceasedSuccess-Msg ............................................................................... 57
7285-FT-ValidateDeceasedRepeatYN-DM .......................................................................... 58
7290-FT-ValidateDeceasedAnythingElse-DM..................................................................... 59
7300-FT-ValidateNoRelationshipMatch-DM....................................................................... 60
7302-FT-ValidateSystemProblems-Msg ................................................................................ 61
7303-FT-ValidateSystemUnavailable-Msg............................................................................. 62
7305-FT-ValidateOffSeason-Msg ........................................................................................... 62
7310-FT-ValidateOther-Msg ................................................................................................... 63
Agent Transfer ........................................................................................................................... 64
6200-GiveUpSendSomewhere-BC ......................................................................................... 64
6211-ForcedTransfer-BC .........................................................................................................64
6213-ForcedTransferToAgent-Msg........................................................................................ 64
6216-ForcedTransferNoAgents-Msg ..................................................................................... 65
1099_TNRS_v3.10
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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) N8NN SARA 2 application. This document describes
only the interaction for ordering a replacement 1099/1042s form. The call flow has passed
through Call Steering (in the N8NN application) before getting to this section.
Privacy
The following information is considered confidential; SSN, First Name, Last Name,
Other Last Name (as it appears on their Social Security card), and Date of Birth.
The confidential flag should be set to true for all dialog modules collecting this information
from the caller.
Timeouts and Retries
Retry prompts are specified in the DialogModule tables, and they are preceded by the
appropriate apology prompt.
retry 1
retry 2
upon rejection of speech
apology_re1
I'm sorry, I didn't understand you.
upon confirmation
apology_re1_
My mistake.
upon rejection of speech
apology_re2
I'm sorry, I still didn't understand you.
upon confirmation
apology_re2_
My mistake again.
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.
Unless otherwise noted in the module, maximum timeouts and retries are set to two, for
both regular and confirmation prompting. When a caller reaches Max Timeout or Max
Retry, the call flow should go to 6200-GiveUpSendSomewhere-BC.
Developer Notes
The following notes apply throughout this document.
1. For all recognition modules in this spec, the return string for coding is the string that
follows the last dash in the Option name.
For example (from DM 7035):
1099_TNRS_v3.10
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Option
(shown in the DM tables in this
spec)
Return string
(specified in the grammar)
7035-FT-NowWhatYN-OptionRepeat
Repeat
7035-FT-NowWhatYN-OptionReplacement1099
Replacement1099
7035-FT-NowWhatYN-OptionMainMenu
MainMenu
7035-FT-NowWhatYN-Option-Agent
Agent
2. For each DM that contains a Help prompt in this spec, the grammar will provide a “help”
return string. When help is returned, the app should play the DM-specific Help prompt and
wait for a response.
Speech Science note: For the “Help” option, the grammar should include the
phrase “more information.” The grammar should not include the word “help” itself because
it can often be a false attractor.
3. On 3rd timeout or retry, the DM can be considered to have failed.
Default behavior in this case is specified in DM 1130-GiveUpSendSomewhere-Check of the
N8NN spec. All SARA1 and SARA2 behavior downstream of N8NN’s speak-freely menu is
considered as part of that app, and all of its defaults apply to the downstream apps, unless
otherwise specified.
4. All other default behavior acts as specified in N8NN Main.
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Chapter 2: Detailed Dialog Specification
2.1
Call-Flow Tables
Eligibility check
7020-FT-CurrentDate-BC
Branch on Condition
(Based on 1100 Main Menu from N8NN spec)
Caller needs info on tax form 1099. What we say depends on the date.
Entering from
Main Menu, 7035-FT-NowWhat-DM, 7265-FT-ValidateSelfRepeatYN-DM, 7270-FT-ValidateSelfAnythingElse-DM, 7285-FTValidateDeceasedRepeatYN-DM, 7290-FT-ValidateDeceasedAnythingElse-DM
Req ID
Condition
Action
7020-FT-CurrentDate-Condition-January
IF current date is between
December 15 and January
31
Go to: 7025-FT-January-Msg
7020-FT-CurrentDate-Condition-Other
Else (the rest of the year)
Go to: 7038-FT-NewAddressYN-DM
Event logging
7025-FT-January-Msg
Play Prompt
(Based on 1342_Form1099InfoJanuary_Msg from N8NN spec)
Caller receives the January message.
Entering from
7020-FT-CurrentDate-BC
Prompts
Message Number
REQID
Wording
82001
7025-FT-JanuaryPrompt-1
Social Security beneficiaries will receive SSA 1099’s in the mail by the end of
January showing benefits they received in ...
If current date is Dec
15-31
[current year]
ELSE if current date
is Jan 1-31
[current year minus one]
1000
silence_1000
[1 sec silence]
82002
7025-FT-JanuaryPrompt-2
You can use your SSA 1099 to determine if any of your benefits are subject to
Federal Income Tax. If you do not receive your SSA 1099 by February first, call
back after February first to request a replacement 1099. Replacement 1099’s for
...
1099_TNRS_v3.10
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82003
82004
82005
Nuance/Social Security Administration -- Confidential
If current date is Dec
15-31
[current year]
ELSE if current date
is Jan 1-31
[current year minus one]
7025-FT-JanuaryPrompt-3
... will not be available until that date, even from an agent, and statements for ...
If current date is Dec
15-31
[current year plus one]
ELSE if current date
is Jan 1-31
[current year]
7025-FT-JanuaryPrompt-4
... will not be available until January of...
If current date is Dec
15-31
[current year plus two]
ELSE if current date
is Jan 1-31
[current year plus one]
silence_500
[500 msec silence]
7025-FT-JanuaryPrompt-5
If you need a replacement 1099 for tax year ...
If current date is Dec
15-31
[current year minus one]
ELSE if current date
is Jan 1-31
[current year minus two]
Req ID
Condition
Action
7025-FT-JanuaryCondition-Always
Always
Go to: 7035-FT-NowWhat-DM
Event logging
Developer notes
NO Barge-in
7026-FT-Year-CPR
Prompts
Message Number
REQID
Wording
13426
7026-FT-YearPrompt-Year2004
two thousand four
13427
7026-FT-YearPrompt-Year2005
two thousand five
13428
7026-FT-YearPrompt-Year2006
two thousand six
13429
7026-FT-YearPrompt-Year2007
two thousand seven
13430
7026-FT-YearPrompt-Year2008
two thousand eight
13431
7026-FT-YearPrompt-Year2009
two thousand nine
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13432
7026-FT-YearPrompt-Year2010
twenty ten
13433
7026-FT-YearPrompt-Year2011
twenty eleven
13434
7026-FT-YearPrompt-Year2012
twenty twelve
13435
7026-FT-YearPrompt-Year2013
twenty thirteen
13436
7026-FT-YearPrompt-Year2014
twenty fourteen
7030-FT-NotJanuary-Msg
Play Prompt
(Based on 1344_Form1099InfoNotJanuary_Msg from N8NN spec)
Caller receives the message for the remainder of the year (not January), if hasn't had an unreported change of
address.
Entering from
7038-FT-NewAddressYN-DM
Prompts
Message Number
REQID
Wording
82007
7030-FT-NotJanuary-Prompt-1
Social Security beneficiaries should have received SSA 1099’s in the
mail in January showing benefits they received in ...
CPR
[current year minus one]
1000
silence_1000
[1 sec silence]
82008
7030-FT-NotJanuary-Prompt-2
You can use your SSA 1099 to determine if any of your benefits are
subject to Federal Income Tax. SSA 1099’s for this year, ...
500
silence_500
[500 msec silence]
CPR
[current year]
250
silence_250
[250 msec silence]
82009
7030-FT-NotJanuary-Prompt-3
... will not be available until January of next year. If you did not receive
your SSA 1099 for tax year ...
CPR
[current year minus one]
Req ID
Condition
Action
7030-FT-NotJanuaryCondition-Always
Always
Go to: 7035-FT-NowWhat-DM
Event logging
Developer notes
NO Barge-in
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7035-FT-NowWhat-DM
Custom Context DialogModule™
(Based on 1350-Form1099NowWhat-DM from N8NN spec)
Caller got 1099 information. Ask what next.
Entering from
7025-FT-January-Msg, 7030-FT-NotJanuary-Msg, 7305-FT-ValidateOffSeason-Msg
Prompts
Message Number
REQID
Condition
Wording
82006
7035-FTNowWhatYNPrompt-Initial-1
IF entering from
... or earlier, you can say Replacement 1099.
82011
7035-FTNowWhatYNPrompt-Initial-2
82010
7035-FTNowWhatYNPrompt-Initial-3
7025-FT-JanuaryMsg
OR 7305-FTValidateOffSeasonMsg
ELSE if entering
from
7030-FTNotJanuary-Msg
To hear that information again, say "Repeat that".
Otherwise, you can say "Replacement 1099". Or for a
different request, say "Main menu".
... or if you need a replacement 1099 for that year or any
previous year, you can say Replacement 1099. To hear that
information again, say Repeat that. Or for a different
request say Main Menu.
82012
7035-FTNowWhatYNPrompt-Retry1
[ Global Default] To hear the information again, say "Repeat
that" or press 1. Otherwise you can say "Replacement
1099" or press 2 or you can say "Main menu" or press 3.
82013
7035-FTNowWhatYNPrompt-Success-1
Exit on Replacement
option
Ok, ordering a replacement ten ninety nine.
12101
7035-FTNowWhatYNPrompt-Success-2
Exit on max timeout
or retry
Thank you for calling Social Security. Goodbye.
REQID
Vocabulary
DTMF
7035-FT-NowWhatYN-Option-Repeat
Repeat [that]
7035-FT-NowWhatYN-OptionReplacement1099
Action
Confirm.
1
Play 7030-FT-NotJanuary-Prompt-1
OR 7025-FT-January-Prompt-1,
depending on the date of the call.
Never
[[I] need] [a]
replacement [ten
ninety nine]
[statement] [for a ten
ninety nine] [please]
2
Play 7035-FT-NowWhatYN-PromptSuccess-1
Never
7035-FT-NowWhatYN-Option-MainMenu
Main menu
3
Go to: (Main menu)
Never
7035-FT-NowWhatYN-Option-Agent
Agent and usual
synonyms
0
Go to: 6200GiveUpSendSomewhere-BC,
condition Agent Request.
Never
7035-FT-NowWhatYN-Option-Retry
—
—
Play 7035-FT-NowWhatYN-PromptSuccess-2
—
Go to: 7036-FT-WhichYear-DM
And then hang up
7035-FT-NowWhatYN-Option-Timeout
—
—
Play 7035-FT-NowWhatYN-PromptSuccess-2
—
And then hang up
DialogModule parameters
Parameter
Value
7035-FT-NowWhatYN-Parameter
incompletetimeout (formerly noted as after_end_of_speech_timeout)
1099_TNRS_v3.10
500 ms
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timeout (formerly noted as before_begin_of_speech_timeout )
7,000 ms
bargein (formerly noted as allowing_barge_in)
True
maxnomatches (formerly noted as retries)
1
maxnoinputs (formerly noted as timeouts)
0
Event logging
Developer notes
The parameter values above are taken from 1350-Form1099NowWhat-DM in the N8NN spec. These are the latest ones we have
on record. Please validate these against the ones that you have in the deployed code.
7036-FT-WhichYear-DM
Custom Context
Ask which year for replacement 1099
Entering from
7035-FT-NowWhat-DM
Prompts
Msg. Number
REQID
Condition
Wording
82014
7036-FTWhichYearPrompt-Initial-1
Initial 1
Which tax year would you like?
82022
7036-FTWhichYearPrompt-Initial-2-a
Initial 2 (played
only on reentry)
I'm sorry, forms have not yet been issued for...
(CPR)
[Year Requested]
82023
7036-FTWhichYearPrompt-Initial-2-b
Please say another year. Or if you're finished, you can just hang up.
82015
7036-FTWhichYearPrompt-Retry1
[ Global Default] Please say the tax year for the replacement 1099, or
enter it on your keypad.
7036-FTWhichYearPrompt-Retry2
[ Global Default] Try entering the four-digit year on your telephone
keypad.
82017
7036-FTWhichYearPrompt-Timeout1
Sorry, I didn’t hear anything. Please say or enter the year of the
replacement 1099.
82018
7036-FTWhichYearPrompt-Timeout2
I’m sorry, but I still didn’t hear anything. Please say or enter the year that
you want.
82019
7036-FTWhichYearPrompt-Help
I need the year of the replacement 1099 that you'd like to order. Please
say the year, for example, “two thousand six” or enter it on your keypad,
for example by pressing 2, zero, zero 6. So, what year do you need?
82016
1099_TNRS_v3.10
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7036-FTWhichYearPrompt-Success-
Caller says
during blackout
period Jan 1-31
If current date is
Dec 15-31 CPR
OR
ELSE if current
date is Jan 1-31
CPR
82021
7036-FTWhichYearPrompt-Success-1b
00121
7036-FTWhichYearPrompt-Success-2
I'm sorry, replacement 1099s for...
[current year]
Caller says
during blackout
period Dec 15-31.
[year minus one]
...aren't yet available. They will be sent by mail by the end of January.
Caller says Yes
for during rest
of year
REQID
Vocabulary
7036-FT-WhichYearOptionYearMinusOneBlackoutJan
Ok.
DTMF
<...>
Action
Confirm.
If during
blackout
period AND
during Jan 131
Condition
Play Success-1 prompts
If necessary
Go to: 7270-FTValidateSelfAnythingElse-DM
7036-FT-WhichYearOptionYearMinusOneBlackoutDe
c
<...>
Else if during
blackout
period AND
during Dec
15-31
Go to: 6200GiveUpSendSomewhere-BC,
condition Agent Request.
If necessary
7036-FT-WhichYearOption-YearMinusOne
<...>
Else (not
blackout
period) and
Attestation
Flag = 0
Play Success-2 prompt
If necessary
Else (not
blackout
period) and
Attestation
Flag = 1
Play Success-2 prompt
Else If during
blackout
period AND
during Dec
15-31
Play Success-1 prompts
Else
Re-enter DM
i.e., not during
blackout
period
OR (during
blackout AND
during Jan 131)
Play Initial 2
7036-FT-WhichYearOptionCurrentYearBlackoutDec
7036-FT-WhichYearOption-CurrentYear
<...>
<...>
Go to: 7037-FT-AttestationYN-DM
Go to: 7039-FT-Ping-DB
If necessary
Go to: 7270-FTValidateSelfAnythingElse-DM
If necessary
7036-FT-WhichYearOption-YearMinusTwo
<...>
Always
Go to: 6200GiveUpSendSomewhere-BC,
condition Agent Request.
If necessary
7036-FT-WhichYearOption-YearPlusOne
<...>
Always
Re-enter DM
If necessary
1099_TNRS_v3.10
Play Initial 2
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Confirmation prompts
Message Number
REQID
Wording
82024
7036-FT-WhichYear-ConfPrompt-1
I heard:
CPR
2006
7036-FT-WhichYear-ConfPrompt-2
Is that correct?
I heard: <2006>. Is that correct?
00119
Result
Module Settings
7037-FT-AttestationYN-DM
YesNo
(Based on 1040-ConfirmName-YN from KBA spec)
Confirm name collection
Entering from
7036-FT-WhichYear-DM
Prompts
Message Number
REQID
82025
7037-FTAttestationYNPrompt-Initial1
Condition
Wording
Barge-in
Social Security is allowed to collect the following information
under section 205 of the Social Security Act and under OMB
number zero nine six zero, zero five nine six.”. This
information collection meets the requirements of the
Paperwork Reduction Act of 1995.
NO
Please note that any person who makes a false
representation in an effort to alter or obtain information from
the Social Security Administration may be punished by a
fine or imprisonment, or both.
86238
7037-FTAttestationYNPrompt-Initial2
Do you understand and agree to these terms?
Yes
82026
7037-FTAttestationYNPrompt-Retry1
[ Global Default] Do you understand and agree to these
terms? Please say YES or NO.
Yes
[ Global Default] Any person who makes a false
representation in an effort to alter or obtain information from
the Social Security Administration may be punished by a
fine or imprisonment, or both. If you understand and agree
to these terms, press one. Otherwise press two
Yes
82027
7037-FTAttestationYNPrompt-Retry2
82028
7037-FTAttestationYNPromptTimeout1
Sorry, I didn’t hear anything. Do you understand and agree
to these terms? Please say YES or NO.
Yes
82029
7037-FTAttestationYNPromptTimeout2
I’m sorry, but I still didn’t hear anything. Any person who
makes a false representation in an effort to alter or obtain
information from the Social Security Administration may be
punished by a fine or imprisonment, or both. Do you
understand and agree with these terms? You can say YES
or press 1; or NO or press 2.
Yes
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82030
7037-FTAttestationYNPrompt-Help
00120
7037-FTAttestationYNPromptSuccess-1
12101
7037-FTAttestationYNPromptSuccess-2
Before we can continue, I need to know that you understand
and agree with the following warning. Any person who
makes a false representation in an effort to alter or obtain
information from the Social Security Administration may be
punished by a fine or imprisonment, or both. Do you
understand and agree to these terms? You can say YES or
press 1, or NO or press 2.
Yes
Caller says
Yes
Alright.
N/A
Caller says No
or max timeout
Thank you for calling Social Security. Goodbye.
N/A
REQID
Vocabulary
DTMF
7037-FT-AttestationYN-Option-Yes
Yes and usual
synonyms
1
Action
Confirm.
Play 7037-FT-AttestationYNPrompt-Success-1
Never
Set Attestation Flag to 1
Go to: 7039-FT-Ping-DB
7037-FT-AttestationYN-Option-No
No and usual
synonyms
2
Never
Play 7037-FT-AttestationYNPrompt-Success-2
And then hang up
Module Settings
7038-FT-NewAddressYN-DM
YesNo
Entering from
7020-FT-CurrentDate-BC
Prompts
Message Number
REQID
Wording
82031
7038-FTNewAddressYN-PromptInitial-1
Have you had a change of address that has not been reported to Social
Security?
82032
7038-FTNewAddressYN-PromptRetry1
[ Global Default] Have you changed your address without reporting the
change to Social Security? Please say YES or NO.
7038-FTNewAddressYN-PromptRetry2
[ Global Default If you have changed addresses and Social Security is
not aware of your new address, press one. Otherwise press two
82034
7038-FTNewAddressYN-PromptTimeout1
Sorry, I didn’t hear anything. Have you changed your address without
reporting the change to Social Security? Please say YES or NO.
82035
7038-FTNewAddressYN-PromptTimeout2
I’m sorry, but I still didn’t hear anything. If you have changed addresses
and Social Security is not aware of your new address, say YES or press
1. Otherwise say NO or press 2.
82033
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82036
7038-FTNewAddressYN-PromptHelp
I need to know if you have a new address that isn't listed on our records.
If you have changed addresses and Social Security is not aware of your
new address, say YES or press 1. Otherwise say NO or press 2.
00121
7038-FTNewAddressYN-PromptSuccess-1
Ok.
REQID
Vocabulary
DTMF
Action
Confirm.
7038-FT-NewAddressYN-OptionYes
Yes and usual
synonyms
1
Go to: 6200GiveUpSendSomewhere-BC,
condition Agent Request.
Never
7038-FT-NewAddressYN-OptionNo
No and usual
synonyms
2
Play 7038-FT-NewAddressYNPrompt-Success-1
Never
Go to: 7030-FT-NotJanuary-Msg
Module Settings
Suppress YesNo successprompts.
7039-FT-Ping-DB
Database Query
Ping the system to ensure the back end is available and ready to take requests.
The Conditions and Actions in this module are from SSA email from L. Moore dated 9/19.
Entering from
7037-FT-AttestationYN-DM
Input Field
Parameter
Description
Value
func
requestId
SSATK99HC,
SSATK99DEV,
SSATK99VAL,
SSATK99INT1,
SSATK99INT2
PING
numeric
Output Field
Description
verification status
success or failure
sid
Description
service id
function code
10
Req ID
Condition
Action
7039-FT-Ping-Condition-Success
IF success
Go to: 7045 Check Null Condition
(i.e., = 0000)
7039-FT-Ping-Condition-SysProblems
Else if = 0151 or 7777
Go to: 7040-FT-PingUnavailableMM-DM
7039-FT-Ping-ConditionSysUnavailable
Else if = 0152
Go to: 7122-FT-AuthSystemUnavailable-Msg
7039-FT-Ping-Condition-OtherIssue
Else if = 9999 or Other
Go to: 7121-FT-AuthSystemProblems-Msg
Developer Notes
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7040-FT-PingUnavailableMM-DM
CustomContext DialogModule™
This DM is used for certain conditions returned in 7039-FT-Ping-DB . The caller does not reach an agent; they can either
request the Main Menu or hang up.
Entering from
7039-FT-Ping-DB
Prompts
Msg. Number
REQID
Wording
85140
7040-FTPingUnavailableMM-Initial1
Due to system problems, we are unable to process your request at this
time. If you’d like to return to the main menu, say “main menu” or press 9.
Or, if you’d like to end this call, feel free to hang up.
Req ID
Vocabulary
DTMF
Action
Confirm.
7040-FT-PingUnavailableMMCondition-MM
“Main Menu”
9
Go to Main Menu in N8NN
never
7040-FT-PingUnavailableMMCondition-Retry
--
--
Upon first retry or timeout, play the Initial-1 prompt
again.
never
Upon second retry or timeout, disconnect call.
DialogModule parameters
Parameter
Value
Event logging
Developer notes
Authentication
7045 Check Null Condition
Entering from
7039-FT-Ping-DB
REQID
Condition
Action
7045-Check Null Condition-Condition-0
If TVDC Items to collect= 0
Go to: 7059- Social Security Check Condition
7045-Check Null Condition-Condition-else
If TVDC items else
Report V Transactions per module note, Go to: 7055-FTNeed2Ask-Msg
Developer Note:
Increment speak item counter for each item that is null.
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7055-FT-Need2Ask-Msg
Play Prompt
(Based on 5000-Need2Ask-Msg from KBA spec)
Prepare caller for sequence of questions.
Entering from
7045 Check Null Condition
Prompts
Msg. Number
82037
82135
REQID
Condition
Wording
7055-FTNeed2AskPrompt-1
If pieces to
collect = 1
Before I can send the replacement 1099, I'll need to ask a question to verify
who you are. This is the same question an agent would ask you to verify
your identity, so if you’ll work with me, you won’t have long to wait for an
agent.
7055-FTNeed2AskPrompt-2
Before I can send the replacement 1099, I'll need to ask you
else
82136
7055-FTNeed2AskPrompt-3
Speak item counter [2-5]
questions to verify who you are. There are several questions and it'll take a
few minutes to go through them. These are the same questions an agent
would ask you to verify your identity, so if you’ll work with me, you won’t
have a long wait for an agent.
Req ID
Condition
Action
7055-FT-Need2Ask--Condition-Always
Always
Go to: 7059- Social Security Check Condition
Event logging
Developer notes
No barge-in
7059- Social Security Check Condition
Entering from
7045 Check Null Condition, 7055-FT-Need2Ask-Msg
REQID
Condition
Action
7059-Social Security Check
Condition-Condition-Null
If SSN = null
Go to: 7060-FT-GetSSN-DM
7059-Social Security Check
Condition-Condition-Else
If SSN else
Report V Transactions per module note, Go to: 7064- DoB Check
Condition
Module Notes
V-RECL-SSN_1-(duration), T-RECL-0000-(duration)
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7060-FT-GetSSN-DM
Social Security DialogModule™
(Based on 5020-GetSSNumber-SSN from KBA spec)
Get the caller's Social Security Number
Entering from
7059- Social Security Check Condition
Prompts
Msg. Number
REQID
Wording
82038
7060-FTGetSSNPrompt-Initial-1
Please say your Social Security number like this: 1 2 3 – 4 5 – 6 7 8 9, or enter it on your
keypad.
82145
7060-FTGetSSNPrompt-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.
82039
7060-FTGetSSNPrompt-Retry2
[ Global Default] Try entering it on the telephone keypad.
70005
7060-FTGetSSNPromptTimeout1
Sorry, I didn’t hear anything. Please enter or say your nine digit social security number now.
82146
7060-FTGetSSNPromptTimeout2
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. Or you
can enter it on your telephone keypad.
82147
7060-FTGetSSNPrompt-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 sixtyseven or eighty-nine. Or you can enter it on your telephone keypad. Please say or enter the
social security number.
REQID
Vocabulary
7060-FT-GetSSN-Option-SSN
DTMF
Allow prefix phrases:
Action
Confirm.
Always
[ok | alright] [it is | [my] social
security number is]
Confirmation prompts
Msg. Number
REQID
Wording
70008
7060-FTGetSSNConfPromptSSN1
This is important, so I want to make sure I have
it right. Your social security number is:
82148
7060-FTGetSSNConfPromptSSN2
Okay, now I think I’ve got it right. Your social
security number is:
CPR
123–45–6789
82105
7060-FTGetSSNConfPromptSSN3
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
7060-FTGetSSN-
I think you said
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Result
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ConfPromptSSNretry
Is that correct?
00119
00118
7060-FTGetSSNConfPromptSSNtimeout
I think you said
00119
Is that correct?
REQID
Vocabulary
7060-FT-GetSSN-ConfOption-Yes
“Yes [it is]”
DTMF
Action
Confirm.
1
Go to: 7064- DoB Check Condition
Never
2
Re-enter Dialog Module per default
behavior
Never
“[Yes] that's right”
“Right”
“[That's] correct”
7060-FT-GetSSN-ConfOption-No
“No [it isn't]”
“[No] that's not right”
DialogModule parameters
Parameter
Value
7060-FT-GetSSN-Parameter
after_end_of_speech_timeout (incompletetimeout)
2500 msec
before_begin_of_speech_timeout
7,000 ms
allowing_barge_in
True
max speech duration
20,000 msec
Interdigittimeout
5500 msec
low confidence threshold
.100
Event logging
Fill semantic item
DialogModule Notes
The parameter values above are taken from 5020-GetSSNumber-SSN in the KBA spec. These are the latest ones we have on
record. Please validate these against the ones that you have in the deployed code.
Area, group or serial number containing only zeros are invalid
Area numbers greater than or equal to 800 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
Set Confidential Flag to TRUE
7064- DoB Check Condition
Entering from
7059- Social Security Check Condition, 7060-FT-GetSSN-DM
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REQID
Condition
Action
7064-DoB Check ConditionCondition-Null
If DoB = null
Go to: 7065-FT-DOB-DM
7064-DoB Check ConditionCondition-Else
If DoB else
Report V Transactions per module note, Go to: 7070 FirstName
Check Condition
Module Notes
V-RECL-DOB_1-(duration), T-RECL-0000-(duration)
7065-FT-DOB-DM
Date DialogModule™
(Based on 5130-GetDOB-Date from KBA spec)
Get the caller's Date Of Birth
Entering from
7064- DoB Check Condition
Prompts
Msg. Number
REQID
Wording
51301
7065-FT-DOBPrompt-Initial-1
Now please tell me your date of birth. For example, you could say…May fifth, 1937.
82040
7065-FT-DOBPrompt-Retry1
[ Global Default] Try saying the month followed by the date and then the year you were
born, for example May fifth, 1937. Or you can enter it on your telephone keypad using 2
digits for the month, 2 digits for the day, and four digits for the year.
82041
7065-FT-DOBPrompt-Retry2
[ Global Default] Just say the month followed by the date and then the year you were
born. For example July fourth, 1976. Or you can enter it on your telephone keypad
using 2 digits for the month, then 2 digits for the day, and four digits for the year.
82042
7065-FT-DOBPromptTimeout1
Sorry, I didn’t hear you. Please tell me your birth date.. For example, you could say May
fifth, 1937. Or you can enter it on your telephone keypad using 2 digits for the month, 2
digits for the day, and four digits for the year.
82043
7065-FT-DOBPromptTimeout2
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. Or you can enter it on your telephone
keypad using 2 digits for the month, then 2 digits for the day, and four digits for the year.
82044
7065-FT-DOBPrompt-Help
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". Or you
can enter it on your telephone keypad using 2 digits for the month, 2 digits for the day,
and four digits for the year. Go ahead. What’s YOUR date of birth?
00122
7065-FT-DOBPromptSuccess-1
Thanks.
REQID
Vocabulary
7065-FT-DOB-OptionDate
DTMF
<...>
Action
Confirm.
Always
Remove all global grammars for this DM.
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Confirmation prompts
Message Number
REQID
Wording
51308
7065-FT-DOBConfPrompt-Date1
Okay, so that’s:
CPR
January 12th 1931
51309
7065-FT-DOBConfPrompt-Date2
Is that right?
Okay, so that’s: . Is that
right?
51310
7065-FT-DOBConfPromptDateRetry
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
7065-FT-DOBConfPromptDateTimeout
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.
REQID
Vocabulary
7065-FT-DOB-ConfOption-Yes
“Yes [it is]”
Result
DTMF
1
“[Yes] that's right”
Action
Confirm.
Play 7065-FT-DOB-Prompt-Success-1
Never
Go to: 7070 FirstName Check
Condition
“Right”
“[That's] correct”
7065-FT-DOB-ConfOption-No
“No [it isn't]”
2
Re-enter Dialog Module per default
behavior
“[No] that's not right”
Never
DialogModule parameters
Parameter
Value
7065-FT-DOB-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
Event logging
Fill semantic item
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DialogModule Notes
The parameter values above are taken from 5130-GetDOB-Date in the KBA spec. These are the latest ones we have on record.
Please validate these against the ones that you have in the deployed code.
The confirmation timeout 2 prompt is the same as the confirmation timeout 1 prompt.
The confirmation retry 2 prompt is the same as the confirmation retry 1 prompt.
DTMF recognition is enabled.
Date entry should be in the form of MM/DD/YYYY 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.
Set Confidential Flag to TRUE
7070 FirstName Check Condition
Entering from
7064- DoB Check Condition, 7065-FT-DOB-DM
REQID
Condition
Action
7070-First Name Check ConditionCondition-Null
If First Name = null
Go to: 7075A-GetFirstName Say and Spell
7070-First Name Check ConditionCondition-Else
If First Name else
Report V Transactions per module note, Go to: 7079- Last
Name Check Condition
Module Notes
V-RECL-FN_1-(duration), T-RECL-0000-(duration)
7075A-GetFirstName Say and Spell
Name DialogModule™
Caller enters this module for standard name collection. No TNRS database check has occurred yet.
Entering from
7070 FirstName Check Condition
Prompts
Msg. Number
Req ID
Condition
Wording
82045
7075-A-FT-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
7075-A-FT-GetFirstName
Prompt-Timeout1
Time out 1
Sorry, I didn’t hear you. Go ahead and say, then spell, just
your first name.
82047
7075-A-FT-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”.
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7075-A-FT-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
7075-GetFirstName-A
Option-FirstName
--
Action
Confirm.
Play 7075-A-FT-GetFirstName PromptSuccess-1
ALWAYS
Go to: 7079- Last Name Check
Condition
7075-GetFirstName-A
Option-MaxTimeout
--
--
Go to: 7085-FT-Name-ExitFailure-Msg
--
7075-GetFirstName-A
Option-MaxRetry
--
--
Play [Global Default] (I’m sorry, I didn’t
understand you)
--
Go to: 7095-PostSSN-DB,
Confirmation Prompts
Msg.
Number
REQ ID
Wording
Result
Action
82053
7075-A-FT-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 7075-A-FT-GetFirstName
Prompt-Success-1
Then Goto 7079- Last Name
Check Condition
50337
7075-A-FT-GetFirstName
ConfPrompt-FirstName-2
< First Name >
< First Name
Spelling >
50342
82054
82055
82056
7075-A-FT-GetFirstName
ConfPrompt-FirstName-3
7075-A-FT-GetFirstName
ConfPrompt-Retry1
7075-A-FT-GetFirstName
ConfPrompt-Retry2
7075-A-FT-GetFirstName
ConfPrompt-Timeout1
1099_TNRS_v3.10
< First Name >
...spelled:
If No:
Play 7075-A-FTConfirmationApology-Prompt
Go to: 7095-PostSSN-DB,
< First Name Spelling
>
Did I get that right?
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 Yes:
Play 7075-A-FT-GetFirstName
Prompt-Success-1
Then Goto 7079- Last Name
Check Condition
If No:
Play 7075-A-FTConfirmationApology-Prompt
Go to: 7095-PostSSN-DB,
Retry2 on
Confirmation
If Yes:
Play 7075-A-FT-GetFirstName
Prompt-Success-1
Then Goto 7079- Last Name
Check Condition
If No:
Play 7075-A-FTConfirmationApology-Prompt
Go to: 7095-PostSSN-DB,
Timeout1 on
Confirmation
29 June 2009
If Yes:
Play 7075-A-FT-GetFirstName
Prompt-Success-1
Then Goto 7079- Last Name
Check Condition
If No:
Play 7075-A-FTConfirmationApology-Prompt
Go to: 7095-PostSSN-DB,
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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
7075-A-FT-GetFirstName-A PromptSuccess-1
Thanks.
Success
50348
7075-A-FT- ConfirmationApologyPrompt
Sorry about that. Let’s
try again.
Apology
--NA--
--NA--
--NA--
Max Timeout OR Max
Retry at Confirmation
82057
00122
7075-A-FT-GetFirstName
ConfPrompt-Timeout2
If Yes:
Play 7075-A-FT-GetFirstName
Prompt-Success-1
Then Goto 7079- Last Name
Check Condition
If No:
Play 7075-A-FTConfirmationApology-Prompt
Go to: 7095-PostSSN-DB,
Go to: 7085-FT-NameExitFailure-Msg
Event logging
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
7075B-GetFirstName Spell Only
Name DialogModule™
Caller enters this module AFTER TNRS database transaction.
Entering from
7095-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
7075-B-FTGetFirstName PromptRespell1
Initial
Please just SPELL your first name, like this: “J O H N”.
82051
7075-B-FTGetFirstName PromptRespell2
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
7075-B-FTGetFirstName PromptRespell3
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.
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7075-B-FTGetFirstName PromptSpellHelp
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.
Help
REQ ID
Vocabul
ary
DTMF
7075-B-FT-GetFirstName Option-FirstName
--
Action
Confirm.
Play 7075-B-FT-GetFirstName PromptSuccess-1
ALWAYS
Go to: 7079- Last Name Check Condition
7075-B-FT-GetFirstName OptionMaxTimeout
--
--
Go to: 7085-FT-Name-ExitFailure-Msg
--
7075-B-FT-GetFirstName Option-MaxRetry
--
--
Go to: 7085-FT-Name-ExitFailure-Msg
--
Confirmation Prompts
Msg. Number
REQ ID
Wording
Result
Action
82053
7075-B-FT-GetFirstName ConfPromptFirstName-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 7075-B-FT-GetFirstNamePrompt-Success-1
Then Goto 7079- Last Name
Check Condition
< First Name >
50337
50342
82054
82055
82056
82057
< First Name >
7075-B-FT-GetFirstName ConfPromptFirstName-2
...spelled:
CPR
< First Name
Spelling >
< First Name Spelling >
7075-B-FT-GetFirstName ConfPromptFirstName-3
7075-B-FT-GetFirstName ConfPromptRetry1
7075-B-FT-GetFirstName ConfPromptRetry2
7075-B-FT-GetFirstName ConfPromptTimeout1
7075-B-FT-GetFirstName ConfPromptTimeout2
1099_TNRS_v3.10
If No:
Play 7075-B-FTConfirmationApology-Prompt, reenter this module
Did I get that right?
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”.
Retry1 on
Confirmation
If Yes:
Play 7075-B-FT-GetFirstNamePrompt-Success-1
Then Goto 7079- Last Name
Check Condition
If No:
Play 7075-B-FTConfirmationApology-Prompt, reenter this module
Retry2 on
Confirmation
If Yes:
Play 7075-B-FT-GetFirstNamePrompt-Success-1
Then Goto 7079- Last Name
Check Condition
If No:
Play 7075-B-FTConfirmationApology-Prompt, reenter this module
Timeout1 on
Confirmation
If Yes:
Play 7075-B-FT-GetFirstNamePrompt-Success-1
Then Goto 7079- Last Name
Check Condition
If No:
Play 7075-B-FTConfirmationApology-Prompt, reenter this module
Timeout2 on
Confirmation
29 June 2009
If Yes:
Play 7075-B-FT-GetFirstNamePrompt-Success-1
Then Goto 7079- Last Name
Check Condition
If No:
Play 7075-B-FTConfirmationApology-Prompt, reenter this module
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00122
50348
Nuance/Social Security Administration -- Confidential
7075-B-FT-GetFirstName PromptSuccess-1
Thanks.
Success
7075-B-FT- ConfirmationApologyPrompt
Sorry about that.
Let’s try again.
Apology
--NA--
Max Timeout OR
Max Retry at
Confirmation
--NA--
--NA--
Go to: 7085-FT-NameExitFailure-Msg
Event logging
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.
7079- Last Name Check Condition
Entering from
7070 FirstName Check Condition, 7075A-GetFirstName Say and Spell, 7075B-GetFirstName Spell Only
REQID
Condition
Action
7079-Last Name Check Condition-Condition-Null
If Last Name = null
Go to: 7080A-GetLastName Say and Spell
7079-Last Name Check Condition-Condition-Else
If Last Name else
Report V Transactions per module note, Go to: 7089
AltName Check Condition
Module Notes
V-RECL-LN_1-(duration), T-RECL-0000-(duration)
7080A-GetLastName Say and Spell
Name DialogModule™
Caller enters this module for standard name collection. No TNRS database check has occurred yet.
Entering from
1099_TNRS_v3.10
29 June 2009
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7079- Last Name Check Condition
Prompts
Msg. Number
REQ ID
Condition
Wording
82058
7080-A-FT-GetLastName
Prompt-Initial-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
7080-A-FT-GetLastName
Prompt-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
7080-A-FT-GetLastName
Prompt-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
7080-A-FT-GetLastName
Prompt-SayHelp
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
DTM
F
Action
Confirm.
7080-A-FT-GetLastName OptionLastName
--
Play 7080-A-FT-GetLastName Prompt-Success-1
ALWAYS
7080-A-FT-GetLastName OptionMaxTimeouts
--
--
Go to: 7085-FT-Name-ExitFailure-Msg
--
7080-A-FT-GetLastName OptionMaxRetries
--
--
Play [Global Default] (I’m sorry, I didn’t understand
you)
--
Go to: 7089 AltName Check Condition
Go to: 7095-PostSSN-DB
Confirmation Prompts
Msg. Number
REQ ID
Wording
Result
Action
82175
7080-A-FT-GetLastName ConfPromptLastName-1
Let me read that
back. Last name:
“Let me read that back.
Last Name < Last
Name > spelled < Last
Name Spelling >, did I
get that right?”
If Yes:
Play 7080-A-FT-GetLastName PromptSuccess-1
Then Goto 7089 AltName Check Condition
< Last Name >
50337
7080-A-FT-GetLastName ConfPromptLastName-2
CPR
50342
82054
82055
82056
< Last Name
Spelling >
7080-A-FT-GetLastName ConfPromptLastName-3
< Last Name >
...spelled:
< Last Name
Spelling >
Did I get that right?
7080-A-FT-GetLastName-ConfPromptRetry1
Sorry, I didn’t catch
that. Please say
“yes,” or “no”.
7080-A-FT-GetLastName ConfPromptRetry2
Sorry, I still didn’t
catch that. If ‘yes’
press one, otherwise
press two.
7080-A-FT-GetLastName ConfPromptTimeout1
Sorry, I didn’t hear
you. I need to know
if I got your name
right. Please say
“yes” or “no”.”
1099_TNRS_v3.10
If No:
Play 7080-A-FT-ConfirmationApologyPrompt Go to: 7095-PostSSN-DB
Retry1 on Confirmation
If Yes:
Play 7080-A-FT-GetLastName PromptSuccess-1
Then Goto 7089 AltName Check Condition
If No:
Play 7080-A-FT-ConfirmationApologyPrompt Go to: 7095-PostSSN-DB
Retry2 on Confirmation
If Yes:
Play 7080-A-FT-GetLastName PromptSuccess-1
Then Goto 7089 AltName Check Condition
If No:
Play 7080-A-FT-ConfirmationApologyPrompt Go to: 7095-PostSSN-DB
Timeout1 on
Confirmation
29 June 2009
If Yes:
Play 7080-A-FT-GetLastName PromptSuccess-1
Then Goto 7089 AltName Check Condition
If No:
Play 7080-A-FT-ConfirmationApologyPrompt Go to: 7095-PostSSN-DB
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7080-A-FT-GetLastName 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
50394
7080-A-FT-GetLastName PromptSuccess-1
Got it.
Success
50348
7080-A-FT- ConfirmationApology-Prompt
Sorry about that.
Let’s try again.
Apology
82057
--NA--
--NA--
--NA--
If Yes:
Play 7080-A-FT-GetLastName PromptSuccess-1
Then Goto 7089 AltName Check Condition
If No:
Play 7080-A-FT-ConfirmationApologyPrompt Go to: 7095-PostSSN-DB
Max Timeout OR Max
Retry at Confirmation
Go to: 7085-FT-Name-ExitFailure-Msg
Event logging
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
7080B-GetLastName Spell Only
Name DialogModule™
Caller enters this module AFTER TNRS database transaction.
Entering from
7095-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
82062
7080-B-FT-GetLastName
Prompt-Respell1
Initial
Please SPELL your last name for me, like this: “S M I T H”.
82064
7080-B-FT-GetLastName
Prompt-Respell2
Timeout1/R
etry1
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
7080-B-FT-GetLastName
Prompt-Respell3
Timeout2/R
etry2
[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
7080-B-FT-GetLastName
Prompt-SpellHelp
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.”
1099_TNRS_v3.10
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REQ ID
Vocabulary
DTM
F
7080-B-FT-GetLastName Option-LastName
--
Action
Confirm.
Play 7080-B-FT-GetLastName Prompt-Success-1
ALWAYS
Go to: 7089 AltName Check Condition
7080-B-FT-GetLastName OptionMaxTimeouts
--
--
Go to: 7085-FT-Name-ExitFailure-Msg
--
7080-B-FT-GetLastName OptionMaxRetries
--
--
Go to: 7085-FT-Name-ExitFailure-Msg
--
Confirmation Prompts
Msg. Number
REQ ID
Wording
Result
Action
82175
7080-B-FT-GetLastName
ConfPrompt-LastName-1
Let me read that back. Last
name:
“Let me read that back.
Last Name < Last
Name > spelled < Last
Name Spelling >, did I
get that right?”
If Yes:
Play 7080-B-FT-GetLastName-PromptSuccess-1
Then Goto 7089 AltName Check Condition
< Last
Name >
50337
7080-B-FT-GetLastName
ConfPrompt-LastName-2
CPR
50342
82054
82055
82056
82057
< Last
Name
Spelling >
7080-B-FT-GetLastName
ConfPrompt-LastName-3
7080-B-FT-GetLastName
ConfPrompt-Retry1
7080-B-FT-GetLastName
ConfPrompt-Retry2
< Last Name >
...spelled:
< Last Name Spelling >
Did I get that right?
Sorry, I didn’t catch that.
Please say “yes,” or “no”.
Retry1 on Confirmation
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”.”
7080-B-FT-GetLastName
ConfPrompt-Timeout2
Sorry, I still didn’t hear you. I
need to know if I got your
name right. Please say “yes”
or “no”.
7080-B-FT-GetLastName
Prompt-Success-1
50348
7080-B-FTConfirmationApologyPrompt
--NA--
1099_TNRS_v3.10
--NA--
Got it.
If Yes:
Play 7080-B-FT-GetLastName-PromptSuccess-1
Then Goto 7089 AltName Check Condition
If No:
Play 7080-B-FT- ConfirmationApologyPrompt, re-enter this module
7080-B-FT-GetLastName
ConfPrompt-Timeout1
50394
If No:
Play 7080-B-FT- ConfirmationApologyPrompt, re-enter this module
Retry2 on Confirmation
If Yes:
Play 7080-B-FT-GetLastName-PromptSuccess-1
Then Goto 7089 AltName Check Condition
If No:
Play 7080-B-FT- ConfirmationApologyPrompt, re-enter this module
Timeout1 on
Confirmation
If Yes:
Play 7080-B-FT-GetLastName-PromptSuccess-1
Then Goto 7089 AltName Check Condition
If No:
Play 7080-B-FT- ConfirmationApologyPrompt, re-enter this module
Timeout2 on
Confirmation
If Yes:
Play 7080-B-FT-GetLastName-PromptSuccess-1
Then Goto 7089 AltName Check Condition
If No:
Play 7080-B-FT- ConfirmationApologyPrompt, re-enter this module
Success
Sorry about that. Let’s try
again.
--NA--
Apology
Max Timeout OR Max
Retry at Confirmation
29 June 2009
Go to: 7085-FT-Name-ExitFailure-Msg
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Event logging
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.
7085-FT-Name-ExitFailure-Msg
Play Prompt
(Based on 1300-ExitFailurePrompt-Msg from KBA spec)
Apologize on exit
Entering from
7075A-GetFirstName Say and Spell, 7075B-GetFirstName Spell Only, 7080A-GetLastName Say and Spell, 7080B-GetLastName
Spell Only, 7092A-GetAltName Say and Spell, 7092B-GetAltName Spell Only, 7230-FT-ForSelfYN-DM, 7235-FTForDeceasedYN-DM,
Prompts
Message Number
REQID
Wording
51008
7085-FT-NameExitFailure-Prompt-1
I’m sorry I’m having so much trouble.
Req ID
Condition
Action
7085-FT-Name-ExitFailureCondition-Always
Always
Go to: 6211-ForcedTransfer-BC
Module Settings
No barge-in
Note: This is the parameter exitfailureprompt and can be configured by setting this parameter.
7089 AltName Check Condition
Entering from
7079- Last Name Check Condition, 7080A-GetLastName Say and Spell, 7080B-GetLastName Spell Only
REQID
Condition
Action
7089-AltName Check Condition-ConditionNull
If Alt Name = Null
Go to: 7090-FT-HaveAltNameYN-DM
1099_TNRS_v3.10
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7089-AltName Check Condition-ConditionElse
Report V Transactions per module note, Go to: 7110-FTDBWait-Msg
If Alt Name else
Module Notes
V-RECL-ALN_1-(duration), T-RECL-0000-(duration)
7090-FT-HaveAltNameYN-DM
Custom Context
(Based on 5100-CheckForAltName-YN from KBA spec)
Check to see if Caller might be listed under an alternate name
Entering from
7089 AltName Check Condition
Prompts
Msg. Number
REQID
Condition
Wording
51001
7090-FTHaveAltNameYNPrompt-Initial-1
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.
82068
7090-FTHaveAltNameYNPrompt-Retry1
[ Global Default] Would you like me to also check under another last
name? Please say YES or NO.
82069
7090-FTHaveAltNameYNPrompt-Retry2
[ Global Default] If you think you might be listed under another last
name, press one. Otherwise press two.
51004
7090-FTHaveAltNameYNPrompt-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.
82070
7090-FTHaveAltNameYNPrompt-Timeout2
My apologies, but I still didn’t hear if you said anything. if you think you
might be listed under another last name, please say YES or press 1.
Otherwise, say NO or press 2.
82071
7090-FTHaveAltNameYNPrompt-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. If you would like me to include another
last name with this request, say YES or press 1. Otherwise say NO or
press 2.
00121
7090-FTHaveAltNameYNPrompt-Success-1
If “yes”
Okay
00120
7090-FTHaveAltNameYNPrompt-Success-2
If “no”
Alright.
REQID
Vocabulary
DTMF
7090-FT-HaveAltNameYN-Option-Yes
“Yes [please]”
1
“[Yes] I do”
“[Yes] I would”
Confirm.
Play 7090-FTHaveAltNameYN-PromptSuccess-1
Never
Go to: 7092-GetAltName-A
Say and Spell
“Yeah”
1099_TNRS_v3.10
Action
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7090-FT-HaveAltNameYN-Option-No
“No [thanks]”
2
“[No] I don't”
“[No] I do not”
Play 7090-FTHaveAltNameYN-PromptSuccess-2
Never
Go to: 7110-FT-DBWaitMsg
“[No] I wouldn't”
“[No] I would not”
DialogModule parameters
Parameter
Value
7090-FT-HaveAltNameYN-Parameter
after_end_of_speech_timeout
500 ms
before_begin_of_speech_timeout
7,000 ms
allowing_barge_in
True
Event logging
Developer notes
The parameter values above are taken from 5100-CheckForAltName-YN in the KBA spec. These are the latest ones we have on
record. Please validate these against the ones that you have in the deployed code.
Max Timeout/ Retry set to 2
7092A-GetAltName Say and Spell
Name DialogModule™
Caller enters this module for standard name collection. No TNRS database check has occurred yet.
Entering from
7090-FT-HaveAltNameYN-DM
Prompts
Msg. Number
REQID
Condition
Wording
50305
7092-A-FT-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
7092-A-FT-GetAltName
Prompt-Timeout1
Time out 1
Sorry, please say AND SPELL your other last name, for example,
“Smith, S M I T H.”
82073
7092-A-FT-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
7092-A-FT-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
7092-A-FT-GetAltName OptionAltname
<...>
Action
Confirm.
Play 7092-A-FT-AltName-PromptSuccess-1
ALWAYS
Go To: 7110-FT-DBWait-Msg
7092-A-FT-GetAltName OptionMaxTimeouts
1099_TNRS_v3.10
--
--
Go to: 7085-FT-Name-ExitFailureMsg
29 June 2009
--
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7092-A-FT-GetAltName OptionMaxRetries
--
--
Play [Global Default] (I’m sorry, I
didn’t understand you)
--
Go to: 7095-PostSSN-DB
Confirmation Prompts
Msg. Number
REQ ID
Wording
Result
Action
82175
7092-A-FT-GetAltName ConfPromptLastName-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 7092-A-FTGetAltName
Prompt-Success-1
Then Goto 7110FT-DBWait-Msg
< Other Last Name >
50337
7092-A-FT-GetAltName ConfPromptLastName-2
CPR
50342
82054
82055
82056
82057
1099_TNRS_v3.10
< Other Last Name
Spelling >,
7092-A-FT-GetAltName ConfPromptLastName-3
7092-A-FT-GetAltName ConfPromptRetry1
7092-A-FT-GetAltName ConfPromptRetry2
7092-A-FT-GetAltName ConfPromptTimeout1
7092-A-FT-GetAltName ConfPromptTimeout2
< Other Last Name >
...spelled:
If No:
Play 7092-A-FTConfirmationApolog
y-Prompt
Go to: 7095PostSSN-DB,
< Other Last Name
Spelling >,
Did I get that right?
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”.
29 June 2009
If Yes:
Play 7092-A-FTGetAltName
Prompt-Success-1
Then Goto 7110FT-DBWait-Msg
Retry1 on Confirmation
If No:
Play 7092-A-FTConfirmationApolog
y-Prompt
Go to: 7095PostSSN-DB
If Yes:
Play 7092-A-FTGetAltName
Prompt-Success-1
Then Goto 7110FT-DBWait-Msg
Retry2 on Confirmation
If No:
Play 7092-A-FTConfirmationApolog
y-Prompt
Go to: 7095PostSSN-DB
Timeout1 on
Confirmation
Timeout2 on
Confirmation
If Yes:
Play 7092-A-FTGetAltName
Prompt-Success-1
Then Goto 7110FT-DBWait-Msg
If No:
Play 7092-A-FTConfirmationApolog
y-Prompt
Go to: 7095PostSSN-DB
If Yes:
Play 7092-A-FTGetAltName
Prompt-Success-1
Then Goto 7110FT-DBWait-Msg
If No:
Play 7092-A-FTConfirmationApolog
y-Prompt
Go to: 7095PostSSN-DB
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00120
7092-A-FT-GetAltName PromptSuccess-1
Alright.
Success
50348
7092-A-FT-ConfirmationApologyPrompt
Sorry about that. Let’s
try again.
Apology
--NA--
--NA--
--NA--
Max Timeout OR Max
Retry at Confirmation
Go to: 7085-FTName-ExitFailureMsg
Event logging
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
7092B-GetAltName Spell Only
Name DialogModule™
Caller enters this module AFTER TNRS database transaction.
Entering from
7095-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
82075
7092-B-FT-GetAltName
Prompt-Respell1
Initial
Please SPELL your other last name for me, like this: “S M I T
H”.
82077
7092-B-FT-GetAltName
Prompt-Respell2
Timeout1/Retr
y1
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
7092-B-FT-GetAltName
Prompt-Respell3
Timeout2/Retr
y2
[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-ls-o-m-j-o-n-e-s. Try spelling the name one more time.
82079
7092-B-FT-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
7092-B-FT-GetAltName
Option-Altname
DTMF
<...>
Action
Confirm.
Play 7092-B-FT-GetAltName-B
Prompt-Success-1
ALWAYS
Go To: 7110-FT-DBWait-Msg
1099_TNRS_v3.10
29 June 2009
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SARA Part 2
Nuance/Social Security Administration -- Confidential
7092-B-FT-GetAltName
Option-MaxTimeouts
--
--
Go to: 7085-FT-Name-ExitFailureMsg
--
7092-B-FT-GetAltName
Option-MaxRetries
--
--
Go to: 7085-FT-Name-ExitFailureMsg
--
Confirmation Prompts
Msg. Number
REQ ID
Wording
Result
Action
82175
7092-B-FT-AltName-ConfPromptLastName-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 7092-B-FTGetAltName-PromptSuccess-1
Then Goto 7110-FTDBWait-Msg
< Other Last
Name >
50337
7092-B-FT-GetAltName-ConfPromptLastName-2
CPR
50342
82054
82055
82056
82057
< Other Last
Name Spelling
>,
7092-B-FT-GetAltName-ConfPromptLastName-3
7092-B-FT-GetAltName-ConfPromptRetry1
7092-B-FT-GetAltName-ConfPromptRetry2
7092-B-FT-GetAltName-ConfPromptTimeout1
7092-B-FT-GetAltName-ConfPromptTimeout2
1099_TNRS_v3.10
< Other Last Name >
If No:
Play 7092-B-FTConfirmationApologyPrompt, re-enter this
module
...spelled:
< Other Last Name
Spelling >,
Did I get that right?
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”.
29 June 2009
Retry1 on
Confirmation
If Yes:
Play 7092-B-FTGetAltName-PromptSuccess-1
Then Goto 7110-FTDBWait-Msg
If No:
Play 7092-B-FTConfirmationApologyPrompt, re-enter this
module.
Retry2 on
Confirmation
If Yes:
Play 7092-B-FTGetAltName-PromptSuccess-1
Then Goto 7110-FTDBWait-Msg
If No:
Play 7092-B-FTConfirmationApologyPrompt, re-enter this
module
Timeout1 on
Confirmation
If Yes:
Play 7092-B-FTGetAltName-PromptSuccess-1
Then Goto 7110-FTDBWait-Msg
If No:
Play 7092-B-FTConfirmationApologyPrompt, re-enter this
module
Timeout2 on
Confirmation
If Yes:
Play 7092-B-FTGetAltName-PromptSuccess-1
Then Goto 7110-FTDBWait-Msg
If No:
Play 7092-B-FTConfirmationApologyPrompt, re-enter this
module
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00120
7092-B-FT-GetAltName Prompt-Success1
50348
7092-B-FT- ConfirmationApology-Prompt
--NA--
Alright.
Success
Sorry about that. Let’s
try again.
Max Timeout OR Max
Retry at Confirmation
--NA--
--NA--
Apology
Go to: 7085-FTName-ExitFailure-Msg
Event logging
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.
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
7095-PostSSN-DB
Database Query
In this DM, the collected SSN is “posted” using the TNRS request.
Entering from
7075A-GetFirstName Say and Spell,7080A-GetLastName Say and Spell , 7092A-GetAltName Say and Spell
Prerequisite
REQID
Condition
Action
--NA--
SSN Post Flag = 0
Continue in this form
RECL-PSSN-7095-Option-NC-7
SSN Post Flag = 1, Entering from First Name,
Max Retry
Go to: 7075B-GetFirstName Spell Only,
Condition Failure
RECL-PSSN-7095-Option-NC-8
SSN Post Flag = 1, Entering from Last Name
Max Retry
Go to:7080B-GetLastName Spell Only ,
Condition Failure
RECL-PSSN-7095-Option-NC-9
SSN Post Flag = 1, Entering from Alt Name
Max Retry
Go to:7092B-GetAltName Spell Only ,
Condition Failure
Input Field
Description
Value
SSN
The SSN collected in 5020-GetSSNumberSSN
SSN: 9-digit SSN
associatedAppID
Varchar (8 max)
TK99
ANI
System provided ANI
ANI: 10-digit calling number, if no ANI
available, or ANI is less than 10 digits send all
zeros.
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Output Field
Description
All First Name, Last Name, Alt Name associated with the ANI/SSN.
Req ID
Condition
Action
RECL-PSSN-7095-Option-NC-1
If Success and First Name
Set SSN Post Flag to 1, Go to: 7075BGetFirstName Spell Only
RECL-PSSN-7095-Option-NC-2
If Success and Last Name
Set SSN Post Flag to 1, Go to:7080BGetLastName Spell Only
RECL-PSSN-7095-Option-NC-3
If Success and Alt Name
Set SSN Post Flag to 1, Go to:7092BGetAltName Spell Only
RECL-PSSN-7095-Option-NC-4
Else and First Name
Set SSN Post Flag to 1, Go to: 7075BGetFirstName Spell Only
RECL-PSSN-7095-Option-NC-5
Else and Last Name
Set SSN Post Flag to 1, Go to:7080BGetLastName Spell Only
RECL-PSSN-7095-Option-NC-6
Else and Alt Name
Set SSN Post Flag to 1, Go to:7092BGetAltName Spell Only
Reporting
Developer Notes
7110-FT-DBWait-Msg
Play Prompt
(Based on 5220-CheckingNow-Msg from KBA spec)
Tell the caller there may be a short delay while we check the information they gave us.
Entering from
7089 AltName Check Condition,7092A-GetAltName Say and Spell 7092B-GetAltName Spell Only
Prompts
MSg. Number
REQID
Wording
52201
7110-FT-DBWaitPrompt-1
Hold on while I check our database. It may take a few seconds.
Req ID
Condition
Action
7110-FT-DBWait-Condition-Always
Always
Go to: 7115-FT-Authenticate-DB
Event logging
Developer notes
No barge-in
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7115-FT-Authenticate-DB
Database Query
(Based on 5230-QueryKB-DB from KBA spec)
Check the Knowledge Base database.
Entering from
7110-FT-DBWait-Msg
Field
Values
Length/Description
sid
SSATK99HC, SSATK99DEV,
SSATK99VAL,
SSATK99INT1,
SSATK99INT2
service id
func
AUTH
function code
requestId
numeric
10
ssn
numeric
9
firstName
alpha
15
lastName
alpha
20
otherLastName
alpha
20
dobMonth
01 -12
2
dobDay
01-31
2
dobYear
CCYY
4
ani
numeric
10
Output Field
Description
verification status
success or failure
Req ID
Condition
Action
7115-FT-Authenticate-Condition-Succ
IF success (return code =
0000)
Go to: 7120-FT-AuthSuccess-Msg
7115-FT-Authenticate-Condition-NoMatch
Else if return code = 0108
Go to: 7125-FT-AuthNoMatch-Msg
7115-FT-Authenticate-Condition-SysProblems
Else if return code = 0151 or
7777
Go to: 7121-FT-AuthSystemProblems-Msg
7115-FT-Authenticate-Condition-SysUnavailable
Else if return code = 0152
Go to: 7122-FT-AuthSystemUnavailable-Msg
7115-FT-Authenticate-Condition-AcctBlocked
Else if return code = 0508
Go to: 7130-FT-AuthAcctBlocked-Msg
7115-FT-Authenticate-Condition-OtherIssue
Else if return code = 9999 or
other
Go to: 7123-FT-AuthOther-Msg
Event logging
7120-FT-AuthSuccess-Msg
Play Prompt
(Based on 5250-SaySuccess-Msg from KBA spec)
Tell caller they've been verified.
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Entering from
7115-FT-Authenticate-DB
Prompts
Msg. Number
REQID
Wording
52501
7120-FT-AuthSuccessPrompt-1
OK, everything checks out.
Req ID
Condition
Action
7120-FT-AuthSuccess-Condition-Always
Always
Go to: 7230-FT-ForSelfYN-DM
Event logging
Developer notes
No barge-in
7121-FT-AuthSystemProblems-Msg
Play Prompt
Return code 0151 or 7777 in Authentication, or other codes in Ping.
Entering from
7039-FT-Ping-DB, 7115-FT-Authenticate-DB
Prompts
Msg. Number
REQID
Wording
82081
7121-FTAuthSystemProblemsPrompt-1
Due to system problems, we are unable to process your request at this time.
Req ID
Condition
Action
7121-FT-AuthSystemProblems-Condition-Always
Always
Go to: 6211-ForcedTransfer-BC
Event logging
Developer notes
No barge-in
This prompt is based on Message 9054 in email from C. Walton, August 16, 2007. Per C. Walton’s instructions, the prompt wording
that describes the system problem has been kept the same, while the end-of-prompt navigation instructions have been edited to fit
this application.
7122-FT-AuthSystemUnavailable-Msg
Play Prompt
Return code 0152 in Authentication or Ping.
Entering from
7039-FT-Ping-DB, 7115-FT-Authenticate-DB
Prompts
MSg. Number
REQID
Wording
82082
7122-FTAuthSystemUnavaila
ble-Prompt-1
I'm sorry, but the system is unavailable at this time.
Req ID
Condition
Action
7122-FT-AuthSystemUnavailable-Condition-Always
Always
Go to: 6211-ForcedTransfer-BC
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Event logging
Developer notes
No barge-in
This prompt is based on Message 9051 in email from C. Walton, August 16, 2007. Per C. Walton’s instructions, the prompt wording
that describes the system problem has been kept the same, while the end-of-prompt navigation instructions have been edited to fit
this application.
7123-FT-AuthOther-Msg
Play Prompt
Return code 9999 from Authentication
Entering from
7115-FT-Authenticate-DB
Prompts
Msg. Number
REQID
Wording
82083
7123-FTAuthOther-Prompt1
We’re sorry, we are unable to process your request.
Req ID
Condition
Action
7123-FT-AuthOther-Condition-Always
Always
Go to: 6211-ForcedTransfer-BC
Event logging
Developer notes
No barge-in
This prompt is based on Message 9008 in email from C. Walton, August 16, 2007. Per C. Walton’s instructions, the prompt wording
that describes the system problem has been kept the same, while the end-of-prompt navigation instructions have been edited to fit
this application.
7125-FT-AuthNoMatch-Msg
Play Prompt
(Based on 5260-SayFailure-Msg from KBA spec)
Tell caller they could not be verified (return code 0108)
Entering from
7115-FT-Authenticate-DB
Prompts
Message Number
REQID
Wording
82084
7125-FT-NoMatchPrompt-1
Sorry, we cannot match the information that you provided.
Req ID
Condition
Action
7125-FT-NoMatch-Condition-Always
Always
Go to: 6200-GiveUpSendSomewhere-BC,
condition Agent Request.
Event logging
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Developer notes
No barge-in
This prompt is based on Message 9052 in email from C. Walton, August 16, 2007. Per C. Walton’s instructions, the prompt wording
that describes the system problem has been kept the same, while the end-of-prompt navigation instructions have been edited to fit
this application.
7130-FT-AuthAcctBlocked-Msg
Play Prompt
(Based on 5270-AccountBlocked-Msg from KBA spec)
Return code 0508
Entering from
7115-FT-Authenticate-DB
Prompts
Msg. Number
REQID
Wording
82085
7130-FTAuthAcctBlockedPrompt-1
If the information you gave us is correct, we’re sorry but this service is not
available to you. If the information you gave is correct and you are currently
receiving benefits, online and telephone access to your account may be blocked.
7130-FT-AuthAcctBlocked-Condition-Always
Condition
Action
Always
Go to: 6200-GiveUpSendSomewhere-BC,
condition Agent Request.
Event logging
Developer notes
No barge-in
This prompt is based on Message 9019 in email from C. Walton, August 16, 2007. Per C. Walton’s instructions, the prompt wording
that describes the system problem has been kept the same, while the end-of-prompt navigation instructions have been edited to fit
this application.
Form Request
7230-FT-ForSelfYN-DM
Custom Context
(Based on 1040-ConfirmName-YN from KBA spec)
Confirm name collection
Entering from
7120-FT-AuthSuccess-Msg
Prompts
Msg. Number
Type
REQID
Wording
82086
Initial
7230-FT-ForSelfYNPrompt-Initial-1
Now, which of the following are you requesting: Your OWN
replacement 1099, or someone ELSE's?
82087
retry 1
7230-FT-ForSelfYNPrompt-Retry1
[ Global Default] You can say "my OWN" or "someone else's".
82088
retry 2
7230-FT-ForSelfYNPrompt-Retry2
[ Global Default] You can say "my OWN" or press 1, or
"someone else's" or press 2.
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82089
Timeout 1
7230-FT-ForSelfYNPrompt-Timeout1
Sorry, I didn’t hear anything. If you are the beneficiary, say
"my own replacement 1099". If someone else is the
beneficiary, say "someone else's".
82090
Timeout 2
7230-FT-ForSelfYNPrompt-Timeout2
I’m sorry, but I still didn’t hear anything. You can say "my own
replacement 1099" or press 1, or "someone else's", or press 2.
82091
Help
7230-FT-ForSelfYNPrompt-Help
I need to know whether you are the beneficiary on the
replacement 1099. If you are, then say "my own replacement
1099" or press 1. Otherwise if you're calling for a replacement
1099 for another beneficiary, say "someone else's" or press 2.
00121
Exit success
7230-FT-ForSelfYNPrompt-Success-1
Ok.
REQID
Vocabulary
7230-FT-ForSelfYN-Option-Own
My own;
DTMF
1
Your own;
Action
Confirm.
7230-FT-ForSelfYN-PromptSuccess-1
Never
Go to: 7255-FT-ValidateForSelf-DB
Yes
“my own
replacement 1099”
“my own
replacement”
“my own 1099”
7230-FT-ForSelfYN-OptionSomeoneElse
Someone else's
7230-FT-ForSelfYN-Option-Failure
2
Go to: 7235-FT-ForDeceasedYNDM
Never
Go to: 7085-FT-Name-ExitFailureMsg
Module Settings
7235-FT-ForDeceasedYN-DM
Custom Context
(Based on 1040-ConfirmName-YN from KBA spec)
Confirm name collection
Entering from
7230-FT-ForSelfYN-DM
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Prompts
Msg. Number
REQID
Wording
82092
7235-FTForDeceasedYNPrompt-Initial-1
Is the replacement 1099 for a deceased person?
82093
7235-FTForDeceasedYNPrompt-Retry1
[ Global Default] Is the replacement 1099 for a deceased person? Please say
YES or NO.
7235-FTForDeceasedYNPrompt-Retry2
[ Global Default If the replacement 1099 is for a deceased person, please press
1. Otherwise if the replacement 1099 is for someone else press 2.
7235-FTForDeceasedYNPrompt-Timeout1
Sorry, I didn’t hear anything. Are you requesting a replacement 1099 that was
issued for a deceased person? Please say YES or NO.
7235-FTForDeceasedYNPrompt-Timeout2
I’m sorry, but I still didn’t hear anything. If the replacement 1099 is for a
beneficiary who is now deceased, please say YES or press 1. Otherwise say
NO or press 2.
82097
7235-FTForDeceasedYNPrompt-Help
In the previous question you said that the replacement 1099 isn't for yourself,
so I'm trying to understand who it is for. If the replacement 1099 is for a
beneficiary who is now deceased, say YES or press 1. Otherwise say NO.
00121
7235-FTForDeceasedYNPrompt-Success-1
Ok.
82094
82095
82096
REQID
Vocabulary
DTMF
7235-FT-ForDeceasedYNOption-Yes
Yes and usual
synonyms;
1
For a deceased
person
7235-FT-ForDeceasedYNOption-No
No and usual
synonyms
7235-FT-ForDeceasedYNOption-Failure
Action
Confirm.
7235-FT-ForDeceasedYN-PromptSuccess-1
Never
Go to: 7240-FT-DeceasedSSN-DM
2
Go to: 6200GiveUpSendSomewhere-BC,
condition Agent Request.
Never
Go to: 7085-FT-Name-ExitFailureMsg
Module Settings
7240-FT-DeceasedSSN-DM
Social Security DialogModule™
(Based on 5020-GetSSNumber-SSN from KBA spec)
Get the caller's Social Security Number
Entering from
7235-FT-ForDeceasedYN-DM
Prompts
Msg. Number
REQID
Wording
82098
7240-FTDeceasedSSNPrompt-Initial-1
Please say the deceased person's Social Security number like this: 1 2 3 – 4 5 – 6 7 8 9, or
enter it on your keypad.
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82099
7240-FTDeceasedSSNPrompt-Retry1
[ Global Default] Please say the deceased person's nine digit social security number quickly
like this: 1 2 3 – 4 5 – 6 7 8 9, or enter it on your keypad.
70004
7240-FTDeceasedSSNPrompt-Retry2
[ Global Default] Try entering it on the telephone keypad.
82100
7240-FTDeceasedSSNPromptTimeout1
Sorry, I didn’t hear anything. Please enter or say the deceased person's nine digit social
security number now.
82101
7240-FTDeceasedSSNPromptTimeout2
I’m sorry, but I still didn’t hear anything. Try saying the deceased person's 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. Or you can enter it on your telephone keypad.
82102
7240-FTDeceasedSSNPrompt-Help
You can tell me the deceased person's 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. You can also enter it on your telephone
keypad. Please say or enter the person's social security number now.
REQID
Vocabulary
7240-FT-DeceasedSSN-OptionSSN
DTMF
Allow prefix phrases:
Action
Confirm.
Always
[ok | alright] [it is | [his | her| their |
the] social security number is]
Confirmation prompts
Msg. Number
REQID
Wording
Result
82103
7240-FTDeceasedSSNConfPromptSSN1
That social security number is:
That social security number is: 1 2 3 – 4 5 – 6
7 8 9. Is that right?
82104
7240-FTDeceasedSSNConfPromptSSN2
Okay, now I think I’ve got it The number is:
Okay, now I think I’ve got it. The number is: 1 2
3 - 4 5 - 6 7 8 9. Is that right?
CPR
123–45–6789
82105
7240-FTDeceasedSSNConfPromptSSN3
Is that right?
00118
7240-FTDeceasedSSNConfPromptSSNretry
I think you said . Is that correct?
7240-FTDeceasedSSNConfPromptSSNtimeout
I think you said . Is that correct?
7240-FTDeceasedSSNConfPromptSuccess
Please hold while I check our database.
00119
00118
00119
82106
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REQID
Vocabulary
7240-FT-DeceasedSSN-ConfOptionYes
“Yes [it is]”
DTMF
1
“[Yes] that's right”
Action
Confirm.
Play 7240-FT-DeceasedSSNConfPrompt-Success
Never
Go to: 7275-FT-ValidateForDeceasedDB
“Right”
“[That's] correct”
7240-FT-DeceasedSSN-ConfOption-No
“No [it isn't]”
2
“[No] that's not right”
Re-enter Dialog Module per default
behavior
Never
DialogModule parameters
Parameter
Value
7240-FT-DeceasedSSN-Parameter
after_end_of_speech_timeout (incompletetimeout)
2500 msec
before_begin_of_speech_timeout
7,000 ms
allowing_barge_in
True
max speech duration
20,000 msec
Interdigittimeout
5500 msec
low confidence threshold
.100
Event logging
The parameter values above are taken from 5020-GetSSNumber-SSN in the KBA spec. These are the latest ones we have on
record. Please validate these against the ones that you have in the deployed code.
Fill semantic item
DialogModule Notes
Area, group or serial number containing only zeros are invalid
Area numbers greater than or equal to 800 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
Set Confidential Flag to TRUE
Validation
7255-FT-ValidateForSelf-DB
Database Query
(Based on 5230-QueryKB-DB from KBA spec)
Check the Knowledge Base database.
Entering from
7230-FT-ForSelfYN-DM
Field
Values
Length
sid
SSATK99HC, SSATK99DEV,
SSATK99VAL,
SSATK99INT1,
SSATK99INT2
service id
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func
INFO
requestId
Numeric
10
deceasedSSN
Numeric
9 digit SSN (optional)
ani
Numeric string
10 digit ANI
jsessionid
alphanumeric string
Variable max 100 bytes
pd-h-session-id
Alpha numeric string
Variable max 100 bytes
pd_stateful
Alpha numeric string
Variable max 100 bytes
pd-id
Alpha numeric string
Variable max 100 bytes
Output Field
Description
verification status
success or failure
Req ID
Condition
Action
7255-FT-ValidateForSelf-Condition-Success
IF success (ie “
= 0000”)
Go to: 7260-FT-ValidateSelfSuccess-Msg
7255-FT-ValidateForSelf-Condition-OffSeason
Else if Off season (return
code 1111)
Set return code = 1111
Go to: 7305-FT-ValidateOffSeason-Msg
7255-FT-ValidateForSelf-Condition-SysProblems
Else if return code = 0151 or
7777
Go to: 7302-FT-ValidateSystemProblems-Msg
7255-FT-ValidateForSelf-Condition-SysUnavailable
Else if return code = 0152
Go to: 7303-FT-ValidateSystemUnavailableMsg
7255-FT-ValidateForSelf-Condition-OtherIssue
Else if Other issue (return
code 9999 or other). This is
returned if any of the other
checks fail (e.g., the
“deceased” beneficiary isn’t
deceased, the caller reported
a change of address less
than 30 days ago, or a variety
of other reasons).
Set return code = 9999
Go to: 7310-FT-ValidateOther-Msg
Event logging
7260-FT-ValidateSelfSuccess-Msg
Play Prompt
(Based on 5250-SaySuccess-Msg from KBA spec)
Tell caller they've been verified.
Entering from
7255-FT-ValidateForSelf-DB, 7265-FT-ValidateSelfRepeatYN-DM
Prompts
Msg. Number
REQID
Wording
82131
7260-FTValidateSelfSuccessPrompt-1
Your replacement 1099 for
NA
82132
1099_TNRS_v3.10
for [current year minus one]
7260-FTValidateSelfSuccessPrompt-2
will be sent to your address on record. If you live in the United States, you should
receive it by
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NA
82133
[current date + 10 days]
7260-FTValidateSelfSuccessPrompt-3
NA
82134
Otherwise if you live outside the United States, you should receive it by
[current date + 30 days]
7260-FTValidateSelfSuccessPrompt-4
If you haven't received the replacement 1099 by then, please call us back.
Req ID
Condition
Action
7260-FT-ValidateSelfSuccess-Condition-Always
Always
return code := success
Go to: 7265-FT-ValidateSelfRepeatYN-DM
Event logging
Developer notes
No barge-in
7265-FT-ValidateSelfRepeatYN-DM
YesNo DialogModule™
(Based on 1350-Form1099NowWhat-DM from N8NN spec)
Caller got 1099 information. What next?
Entering from
7260-FT-ValidateSelfSuccess-Msg
Prompts
Message Number
REQID
Wording
1000
7265-FTValidateSelfRepeatYN-Initial1
[1 sec silence]
00124
7265-FTValidateSelfRepeatYN-Initial2
Would you like to hear this message again?
82108
7265-FTValidateSelfRepeatYN-Retry1
[ Global Default] If you'd like to hear the message again, say Yes
or press 1. Otherwise say No or press 2.
00121
7265-FTValidateSelfRepeatYNSuccess-1
Ok.
REQID
Vocabulary
DTMF
Action
Confirm.
7265-FTValidateSelfRepeatYNOption-Yes
Yes and usual
synonyms
1
Go to: 7260-FT-ValidateSelfSuccess-Msg
Never
7265-FTValidateSelfRepeatYNOption-No
No and usual
synonyms
2
Play 7265-FT-ValidateSelfRepeatYN-Success-1
Never
7265-FTValidateSelfRepeatYNOption-Agent
Agent and usual
synonyms
0
Go to: 6200-GiveUpSendSomewhere-BC,
condition Agent Request.
Never
7265-FTValidateSelfRepeatYNOption-Timeout
—
—
Go to: 7270-FT-ValidateSelfAnythingElse-DM
—
1099_TNRS_v3.10
Go to: 7270-FT-ValidateSelfAnythingElse-DM
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DialogModule parameters
Parameter
Value
7265-FT-ValidateSelfRepeatYN-Parameter
incompletetimeout (formerly noted as after_end_of_speech_timeout)
500 ms
timeout (formerly noted as before_begin_of_speech_timeout )
7,000 ms
bargein (formerly noted as allowing_barge_in)
True
maxnomatches (formerly noted as retries)
1
maxnoinputs (formerly noted as timeouts)
0
Event logging
Developer notes
The parameter values above are taken from 1350-Form1099NowWhat-DM in the N8NN spec. These are the latest ones we have
on record. Please validate these against the ones that you have in the deployed code.
7270-FT-ValidateSelfAnythingElse-DM
Custom Context DialogModule™
(Based on 1350-Form1099NowWhat-DM from N8NN spec)
Caller got 1099 information. What next?
Entering from
7036-FT-WhichYear-DM, 7265-FT-ValidateSelfRepeatYN-DM
Prompts
Msg. Number
REQID
Wording
82109
7270-FTValidateSelfAnyt
hingElse-Initial-1
If you have any other requests, say "Main menu". Or if you're finished, you can just hang
up.
82110
7270-FTValidateSelfAnyt
hingElse-Retry1
[ Global Default] To make another request, say "Main menu" or press 1. Or you can just
hang up.
00121
7270-FTValidateSelfAnyt
hingElseSuccess-1
Ok.
REQID
Vocabulary
7270-FT-ValidateSelfAnythingElseOption-MainMenu
Main menu
DTMF
1
Action
Confirm.
Play 7270-FT-ValidateSelfAnythingElseSuccess-1
Never
Go to: (Main menu)
7270-FT-ValidateSelfAnythingElseOption-Agent
Agent and usual
synonyms
0
Go to: 6200-GiveUpSendSomewhere-BC,
condition Agent Request.
Never
7270-FT-ValidateSelfAnythingElseOption-Timeout
—
—
Go to: 7020-FT-CurrentDate-BC
—
DialogModule parameters
Parameter
Value
7270-FT-ValidateSelfAnythingElse-Parameter
incompletetimeout (formerly noted as after_end_of_speech_timeout)
500 ms
timeout (formerly noted as before_begin_of_speech_timeout )
7,000 ms
bargein (formerly noted as allowing_barge_in)
True
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maxnomatches (formerly noted as retries)
1
maxnoinputs (formerly noted as timeouts)
0
Event logging
Developer notes
The parameter values above are taken from 1350-Form1099NowWhat-DM in the N8NN spec. These are the latest ones we have
on record. Please validate these against the ones that you have in the deployed code.
7275-FT-ValidateForDeceased-DB
Database Query
Entering from
7240-FT-DeceasedSSN-DM
Input Field
Description
SSN (caller)
SSN (deceased beneficiary)
Output Field
Description
verification status
success or failure
Req ID
Condition
Action
7275-FT-ValidateForDeceased-Condition-Succ
IF success (ie
“ = 0000”)
Go to: 7280-FT-ValidateDeceasedSuccessMsg
7275-FT-ValidateForDeceased-ConditionFailureNoRelMatch
Else if failure because
relationship doesn’t match
(return code 226)
Go to: 7300-FT-ValidateNoRelationshipMatchDM
7275-FT-ValidateForDeceased-Condition-OffSeason
Off season (return code
1111)
Go to: 7305-FT-ValidateOffSeason-Msg
7275-FT-ValidateForDeceased-Condition-SysProblems
Else if return code = 0151 or
7777
Go to: 7302-FT-ValidateSystemProblems-Msg
7275-FT-ValidateForDeceased-Condition-SysUnavailable
Else if return code = 0152
Go to: 7303-FT-ValidateSystemUnavailableMsg
7275-FT-ValidateForDeceased-Condition-OtherIssue
Other issue (return code
9999 or other). This is
returned if any of the other
checks fail (e.g., the
“deceased” beneficiary isn’t
deceased, the caller reported
a change of address less
than 30 days ago, or a variety
of other reasons).
Go to: 7310-FT-ValidateOther-Msg
Event logging
7280-FT-ValidateDeceasedSuccess-Msg
Play Prompt
(Based on 5250-SaySuccess-Msg from KBA spec)
Tell caller they've been verified.
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Entering from
7275-FT-ValidateForDeceased-DB, 7285-FT-ValidateDeceasedRepeatYN-DM
Prompts
Msg. Number
82111
82112
82113
82114
REQID
Wording
(Result of the
prompt sequence)
Ok, the replacement 1099 for the deceased person for [current year minus one] will be sent
to YOUR address on record. If you live in the United States, you should receive it by
[current date + 10 days]. Otherwise if you live outside the United States, you should receive
it by [current date + 30 days]. If you haven't received the replacement 1099 by then, please
call us back.
7280ValidateDeceas
edSuccessPrompt-1
Ok, the replacement 1099 for the deceased person for
--
[current year minus one]
7280ValidateDeceas
edSuccessPrompt-2
...will be sent to YOUR address on record. If you live in the United States, you should
receive it by
--
[current date + 10 days]
7280ValidateDeceas
edSuccessPrompt-3
Otherwise if you live outside the United States, you should receive it by
--
[current date + 30 days]
7280ValidateDeceas
edSuccessPrompt-4
If you haven't received the replacement 1099 by then, please call us back.
Req ID
Condition
Action
7280-FT-ValidateDeceasedSuccess-ConditionAlways
Always
return code := success
Go to: 7285-FT-ValidateDeceasedRepeatYN-DM
Event logging
Developer notes
No barge-in
7285-FT-ValidateDeceasedRepeatYN-DM
YesNo
(Based on 1350-Form1099NowWhat-DM from N8NN spec)
Caller got 1099 information. What next?
Entering from
7280-FT-ValidateDeceasedSuccess-Msg
Prompts
Msg. Number
REQID
Wording
1000
7285-FT-ValidateDeceasedRepeatYNInitial-1
[1 sec silence]
00124
7285-FT-ValidateDeceasedRepeatYNInitial-2
Would you like to hear this message again?
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82108
7285-FT-ValidateDeceasedRepeatYNRetry1
[ Global Default] If you'd like to hear the message again, say Yes
or press 1. Otherwise say No or press 2.
00121
7285-FT-ValidateDeceasedRepeatYNSuccess-1
Ok.
REQID
Vocabulary
DTMF
Action
Confirm.
7285-FTValidateDeceasedRepeatYNOption-Yes
Yes and usual
synonyms
1
Go to: 7280-FTValidateDeceasedSuccess-Msg
Never
7285-FTValidateDeceasedRepeatYNOption-No
No and usual
synonyms
2
Play 7285-FTValidateDeceasedRepeatYN-Success-1
Never
7285-FTValidateDeceasedRepeatYNOption-Agent
Agent and usual
synonyms
0
Go to: 6200-GiveUpSendSomewhere-BC,
condition Agent Request.
Never
7285-FTValidateDeceasedRepeatYNOption-Timeout
—
—
Go to: 7020-FT-CurrentDate-BC
—
Go to: 7290-FTValidateDeceasedAnythingElse-DM
DialogModule parameters
Parameter
Value
7285-FT-ValidateDeceasedRepeatYN-Parameter
incompletetimeout (formerly noted as
after_end_of_speech_timeout)
500 ms
timeout (formerly noted as before_begin_of_speech_timeout )
7,000 ms
bargein (formerly noted as allowing_barge_in)
True
maxnomatches (formerly noted as retries)
1
maxnoinputs (formerly noted as timeouts)
0
Event logging
Developer notes
The parameter values above are taken from 1350-Form1099NowWhat-DM in the N8NN spec. These are the latest ones we have
on record. Please validate these against the ones that you have in the deployed code.
7290-FT-ValidateDeceasedAnythingElse-DM
Custom Context DialogModule™
(Based on 1350-Form1099NowWhat-DM from N8NN spec)
Caller got 1099 information. What next?
Entering from
7285-FT-ValidateDeceasedRepeatYN-DM
Prompts
Message Number
REQID
Wording
82109
7290-FTValidateDeceased
AnythingElseInitial-1
If you have any other requests, say "Main menu". Or if you're
finished, you can just hang up.
82110
7290-FTValidateDeceased
AnythingElseRetry1
[ Global Default] To make another request, say "Main menu" or
press 1. Or you can just hang up.
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00121
7290-FTValidateDeceased
AnythingElseSuccess-1
REQID
Vocabulary
7290-FTValidateDeceasedAnythingElse-OptionMainMenu
Main menu
Ok.
DTMF
1
Action
Confirm.
Play 7290-FTValidateDeceasedAnythingElseSuccess-1
Never
Go to: (Main menu)
7290-FTValidateDeceasedAnythingElse-OptionAgent
Agent and usual
synonyms
0
Go to: 6200-GiveUpSendSomewhereBC, condition Agent Request.
Never
7290-FTValidateDeceasedAnythingElse-OptionTimeout
—
—
Go to: 7020-FT-CurrentDate-BC
—
DialogModule parameters
Parameter
Value
7290-FT-ValidateDeceasedAnythingElse-Parameter
incompletetimeout (formerly noted as after_end_of_speech_timeout)
500 ms
timeout (formerly noted as before_begin_of_speech_timeout )
7,000 ms
bargein (formerly noted as allowing_barge_in)
True
maxnomatches (formerly noted as retries)
1
maxnoinputs (formerly noted as timeouts)
0
Event logging
Developer notes
Application will disconnect after SECOND invalid response.
The parameter values above are taken from 1350-Form1099NowWhat-DM in the N8NN spec. These are the latest ones we have
on record. Please validate these against the ones that you have in the deployed code.
7300-FT-ValidateNoRelationshipMatch-DM
Custom Context DialogModule™
Returned if caller does not have appropriate relationship to the deceased beneficiary (Return code 226)
Entering from
7275-FT-ValidateForDeceased-DB
Prompts
Message Number
REQID
Wording
82115
7300-FTValidateNoRelationshi
pMatch-Initial-1
You'll need to submit your request in writing to a field office. If you'd
like to find a mailing address using the field office locator, say "Find a
field office". For a new request, say "Main menu". Or if you're
finished, you can hang up now.
82116
7300-FTValidateNoRelationshi
pMatch-Retry1
[ Global Default] You can say "Find a field office", "Main menu" or you
can hang up now.
82117
7300-FTValidateNoRelationshi
pMatch-Retry2
[ Global Default] You can say "Find a field office" or press 1, or "Main
menu" or press 2. Or you can just hang up.
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82118
7300-FTValidateNoRelationshi
pMatch-Timeout1
Sorry, I didn’t hear anything. You can say "Find a field office", "Main
menu" or you can hang up now.
82119
7300-FTValidateNoRelationshi
pMatch-Timeout2
I’m sorry, but I still didn’t hear anything. You can say "Find a field
office" or press 1, or "Main menu" or press 2. Or you can just hang up.
82120
7300-FTValidateNoRelationshi
pMatch-Success-1
Ok, field office locator.
REQID
Vocabulary
7300-FTValidateNoRelationshipMatchOption-FieldOffice
[Find a] field office;
[mailing] address
7300-FTValidateNoRelationshipMatchOption-MainMenu
Main menu
DTMF
1
Action
Confirm.
Play 7300-FT-ValidateNoRelationshipMatchSuccess-1
If necessary
Go to: (Field office locator)
2
Go to: (Main menu)
Never
Confirmation prompts
Message Number
REQID
Wording
82135
7300-FTValidateNoRelationshi
pMatch-ConfPromptFieldOffice
You’d like to find a field office, is that right?
DialogModule parameters
Parameter
Value
7300-FT-ValidateNoRelationshipMatch--Parameter
incompletetimeout (formerly noted as after_end_of_speech_timeout)
500 ms
timeout (formerly noted as before_begin_of_speech_timeout )
7,000 ms
bargein (formerly noted as allowing_barge_in)
True
maxnomatches (formerly noted as retries)
1
maxnoinputs (formerly noted as timeouts)
0
Event logging
Developer notes
The parameter values above are taken from 1350-Form1099NowWhat-DM in the N8NN spec. These are the latest ones we have
on record. Please validate these against the ones that you have in the deployed code.
7302-FT-ValidateSystemProblems-Msg
Play Prompt
Return code 0151 or 7777
Entering from
7255-FT-ValidateForSelf-DB, 7275-FT-ValidateForDeceased-DB
Prompts
Msg. Number
REQID
Wording
82121
7302-FTValidateSystemProblemsPrompt-1
Due to system problems, we are unable to process your request at this time.
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Req ID
Condition
Action
7302-FT-ValidateSystemProblems-Condition-Always
Always
Go to: 6211-ForcedTransfer-BC
Event logging
Developer notes
No barge-in
This prompt is based on Message 9054 in email from C. Walton, August 16, 2007. Per C. Walton’s instructions, the prompt wording
that describes the system problem has been kept the same, while the end-of-prompt navigation instructions have been edited to fit this
application.
7303-FT-ValidateSystemUnavailable-Msg
Play Prompt
Return code 0152
Entering from
7255-FT-ValidateForSelf-DB, 7275-FT-ValidateForDeceased-DB
Prompts
Message Number
REQID
Wording
82122
7303-FTValidateSystemUnav
ailable-Prompt-1
I'm sorry, but the system is unavailable at this time.
Req ID
Condition
Action
7303-FT-ValidateSystemUnavailable-ConditionAlways
Always
Go to: 6211-ForcedTransfer-BC
Event logging
Developer notes
No barge-in
This prompt is based on Message 9051 in email from C. Walton, August 16, 2007. Per C. Walton’s instructions, the prompt wording
that describes the system problem has been kept the same, while the end-of-prompt navigation instructions have been edited to fit
this application.
7305-FT-ValidateOffSeason-Msg
Play Prompt
Tell callers that their request was made out of season. (return code 1111)
Same as 7025-FT-January-Msg
Entering from
7255-FT-ValidateForSelf-DB, 7275-FT-ValidateForDeceased-DB
Prompts
Message Number
REQID
Wording
82123
7305-FT-ValidateOffSeasonPrompt-1
Social Security beneficiaries will receive SSA 1099’s in the mail by the
end of January showing benefits they received in ...
CPR
[current year minus one]
silence_1000
[1 sec silence]
1000
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Nuance/Social Security Administration -- Confidential
7305-FT-ValidateOffSeasonPrompt-2
You can use your SSA 1099 to determine if any of your benefits are
subject to Federal Income Tax. If you do not receive your SSA 1099 by
February first, call back after February first to request a replacement
1099. Replacement 1099’s for ...
CPR
[current year minus one]
7305-FT-ValidateOffSeasonPrompt-3
... will not be available until that date, even from an agent, and
statements for ...
CPR
[current year]
7305-FT-ValidateOffSeasonPrompt-4
... will not be available until January of next year. [2 sec pause] If you
need a replacement 1099 for tax year ...
CPR
[current year minus two]
Req ID
Condition
Action
7305-FTValidateOffSeasonCondition-Always
Always
Go to: 7035-FT-NowWhat-DM
82125
82126
Event logging
Developer notes
NO Barge-in
7310-FT-ValidateOther-Msg
Play Prompt
Other issue (return code 9999). Returned if any of the other checks fail (e.g. the "deceased" beneficiary isn't
deceased, the caller reported a change of address less than 30 days ago, or a variety of other reasons.
Entering from
7255-FT-ValidateForSelf-DB, 7275-FT-ValidateForDeceased-DB
Prompts
Message Number
REQID
Wording
82128
7310-FTValidateOtherPrompt-1
We’re sorry, we are unable to process your request.
Req ID
Condition
Action
7310-FT-ValidateOther-Condition-Always
Always
Go to: 6211-ForcedTransfer-BC
Event logging
Developer notes
No barge-in
This prompt is based on Message 9008 in email from C. Walton, August 16, 2007. Per C. Walton’s instructions, the prompt wording
that describes the system problem has been kept the same, while the end-of-prompt navigation instructions have been edited to fit
this application.
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Agent Transfer
6200-GiveUpSendSomewhere-BC
Branch on Condition
(Based on 1130-GiveUpSendSomewhere-Check in N8NN spec)
If the caller had max retries or max timeouts, they come to this DM.
Entering from
Any DM (but not currently called in the Replacement 1099 functionality) – On a Max Timeout/ Retry Condition,
7035-FT-NowWhat-DM, 7036-FT-WhichYear-DM, 7038-FT-NewAddressYN-DM, 7125-FT-AuthNoMatch-Msg, 7130-FTAuthAcctBlocked-Msg, 7235-FT-ForDeceasedYN-DM, 7265-FT-ValidateSelfRepeatYN-DM, 7270-FT-ValidateSelfAnythingElseDM,7270-FT-ValidateSelfAnythingElse-DM, 7285-FT-ValidateDeceasedRepeatYN-DM, 7290-FT-ValidateDeceasedAnythingElseDM.
REQID
Condition
Action
6200-GiveUpSendSomewhere-Condition-MaxTimeout/Retry
Max Timeout/ Retry
Go to: N8NN Main, 1130GiveUpSendSomewhere-Check
6200-GiveUpSendSomewhere-Condition-Agent Request
Agent Request
Go to: N8NN Main Menu, Module 1220
NeedsAgentCheckAvailable-Check..
Event logging
6211-ForcedTransfer-BC
Branch on Condition
If the caller needs Agent assistance, or is required to go to an Agent due to an authentication failure or database
failure, they come here.
Entering from
7075A-GetFirstName Say and Spell, 7075B-GetFirstName Spell Only, 7080A-GetLastName Say and Spell, 7080B-GetLastName
Spell Only, 7092A-GetAltName Say and Spell,7092B-GetAltName Spell Only, 7085-FT-Name-ExitFailure-Msg, 7121-FTAuthSystemProblems-Msg, 7122-FT-AuthSystemUnavailable-Msg, 7123-FT-AuthOther-Msg
Req ID
Condition
Action
6211-ForcedTransfer-Condition-Day
IF Day
Go to: 6213-ForcedTransferToAgent-Msg
6211-ForcedTransfer-Condition-Night
Else Night or Holiday
Go to: 6216-ForcedTransferNoAgents-Msg
Event logging
6213-ForcedTransferToAgent-Msg
Play Prompt
Entering from
6211-ForcedTransfer-BC
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Prompts
Message Number
82129
Nuance/Social Security Administration -- Confidential
REQID
Wording
6213ForcedTransferToAg
ent-Prompt-1
I'll transfer you to an agent who can help you. If you have a long wait for an
agent, note that our lines are busiest early in the week and early in the month, so
if your business can wait, it's best to call at other times. Hold on while I transfer
you.
Req ID
Action
6213-ForcedTransferToAgent-Condition-Always
Transfer to Agent
Event logging
Developer notes
No barge-in
6216-ForcedTransferNoAgents-Msg
Play Prompt
Entering from
6211-ForcedTransfer-BC
Prompts
Message Number
82130
REQID
Wording
6216ForcedTransferNoAge
nts-Prompt-1
Unfortunately there are no agents available to help you because our offices are
closed. Please call back during business hours, seven A M to seven P M,
Monday through Friday, except for Federal holidays. Our lines are busiest early
in the week and early in the month, so if your business can wait, it's best to call
at other times. Thank you for calling Social Security. Goodbye.
Req ID
Action
6216-ForcedTransferNoAgents-Condition-Always
Hang Up
Event logging
Developer notes
No barge-in
—End of Specification —
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SSA Screen Splash
User Interface Specification
TNRS
SIS ID
App ID
NetCap ID
Platform/Option
:
:
:
:
SS022310
0022310
0022310
NGSN/Option 3
Corp ID
EntryPt/Lterm
:
: 91524109
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SSA Screen Splash-- Confidential
Document History
Date
Sp
ec
Summary of Changes
Revised by
08/21/2006
1.0
Initial version
Christopher
Walton
09/19/2006
1.0h
Added Test Menus
Added Entry Points 008-011
Add Message 523 before going to Music on Hold
Add Abandon Code Pairs to Ping, Host Query, and Transit DB
Update NDB with Code Pair logic
Update Screen Splash Question with Code Pairs for Screen
Pop Flag = 1
Update SSN with Code Pairs for Screen Pop Flag = 1
Reload all of the following messages: 301, 304, 401, 404, 514,
515, 516, 518, 601, 602, 604, 800-803
Remove Message 101 from SSN Entry
Christopher
Walton
9/27/06
1.0i
Add Code Pair to SSN Failure for Screen Pop
Add Test Logic for Entry Point 11 to Transit DB
Change Entry Point 11 to Go to: NDB Lookup
Add Entry Point 11 logic to NDB Lookup
Christopher
Walton
9/28/06
1.0j
Add Query Flag logic to DB Results
Christopher
Walton
10/4/06
1.0k
Adjusted the Transit DB Failure path for Entry Point 11
Added Encryption Flag logic to Transit DB
Christopher
Walton
10/10/06
1.0l
Adjusted Transit DB to support production path
Removed extra Else from DB Results
Updated Transit DB so final else (no SSN present) is the logic
for all entry points
Christopher
Walton
10/11/06
1.0
m
Updated Transit DB to support production path
Christopher
Walton/ William
Barnes
10/11/06
1.0n
Updated Query Flag logic in DB Results
Christopher
Walton
10/12/06
1.0o
Update Name Confirmations to add Help
Christopher
Walton
10/19/06
1.0p
Added Transitional Messages
Christopher
Walton
10/23/06
1.0q
Updated Query Flag logic for Status Code in Transit DB
Christopher
Walton
11/1/06
1.0r
Updated Retry and Confirmation to logic to facilitate
understanding and correct the confirmation experience
Added Message Text into the Dialogue boxes where it was
missing
Christopher
Walton
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11/6/06
1.0s
Updated DTMF Retry messaging on SSN (TKSS-SSN-1030Prompt-LC-25 & TKSS-SSN-1030-Prompt-LC-26)
Change Host Query 3 If Trans Code = 08 or error codes 408
or 503 are returned logic to Set Status Code = 1000
Updated DTMF Retry messaging on Screen Splash Question
(TKSS-SSQ-1010-Prompt-LC-27 & TKSS-SSQ-1010-PromptLC-27)
Updated DTMF Retry messaging on Date of Birth (TKSSDOB-1060-Prompt-LC-17)
Update Error Code 408/503 logic handling in Transactions 2
and 3
Removed wording about the possibility of receiving two
responses under confirmations from Place of Birth
Update logic in Transit DB to convert some territory codes for
the place of birth field
Re-positioned Screen Splash Question Confirmation Area
Re-positioned SSN Confirmation Area
Re-positioned First Name Confirmation Area
Re-positioned Last Name Confirmation Area
Re-positioned Date of Birth Confirmation Area
Re-positioned Mother’s Maiden Name Confirmation Area
Re-positioned Place of Birth Confirmation Area
Christopher
Walton
11/15/06
1.0t
Added Error Message to Global Messages (TKSS-TV-980Prompt-LC-4)
Updated Screen Splash Question Confirmation Timeout
Message (TKSS-SSQ-1010-Prompt-LC-24)
Updated Date of Birth Confirmation Timeout Message (TKSSDOB-1060-Prompt-LC-15)
Updated Place of Birth Confirmation Timeout Message (TKSSPOB-1080-Prompt-LC-12)
Updated Interdigit timeout information
Christopher
Walton
11/15/06
1.0u
Update Confirmation logic in Screen Splash Question for 2nd
rd
and 3 No.
Christopher
Walton
12/1/06
1.0v
Create Surplus Message Section
Update Confirmation on Place of Birth & SSN to Always
Christopher
Walton
12/8/06
1.0
w
Remove Message 527 from Transitional Messages
Added Known Accepted Formats section to Date of Birth
Update 408 logic in NDB LOOKUP
Christopher
Walton
3/29/07
1.0x
Change Messages 1-3, 8, 212, 401, 601
Christopher
Walton
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4/2/07
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2.0
1. Scaling down from the amount of Entry Points to
have only EP 000, 001, 008, 010, 011 and 999.
2. On all Entry Point need to set up to receive
Jump Parameters 1-10.
3. On all Jumps from this application need to set
up to pass Jump Parameters 1-10.
4. The following information will be passed in the
jump parameters:
0 – Region (P,D,V,I)
1 – Agent Service Reason – (0,1,2)
2 – Language Selection – (0,1)
3 – CCR Data
4 – Test Flag (0,1)
5 – CTI data
6 – CTI Type
7 – Request ID
8 – Token ID
9 – Territory (0 not from the territory, 1 from the
territories)
10 – Agent Availability (0 is agent not available,
1 agent available)
5. Adding a ‘ping’, which is a messaging interface
with the CICM to let them know what selection, was
made in the personal or general question.
6. Adding a Language Check up-front to set the
correct talent IDs for custom and system messages
(Spanish Pop calls will be now going through this
app).
7. Adding Spanish (maybe we already have these
under the MRS folders) audio to support Spanish
Screen Pop. I believe that this is only one custom
message.
8. Adding a DTMF only collection of the SSN for
Spanish callers. The rest of the logic follows the
English Screen Pop logic.
Christopher
Walton
Add Message 450-451 & 9501-9504
4/2/07
2.0a
Added Jump Parameter 11
Adjusted CCR’s to reflect dynamic nature
Adjusted talent info in the Language Check
Christopher
Walton
5/21/07
2.0b
Christopher
Walton
7/5/07
2.0c
Change CCR’s to add Screen Splash Flag (1 = Spanish
and 2 = English)
Add Screen Splash Flag to Global Defaults
Tuning Recommendations for Screen Splash
Verizon Business recommends an
adjustment of 2 seconds to the end
of speech parameter.
Verizon Business recommends a
modification to check for nonnumeric responses. By checking
for non-numeric data as a response
to this question, the caller can
be properly re-prompted.
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Walton
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Verizon Business identified areas
where modifications to confidence
levels will more reliably reject
out of grammar utterances.
Because many callers use phrases
like “Yes ma’am” and “Thank You,
ma’am’, Verizon Business
recommends extending the
Confirmation grammar to include
these phrases.
Modify Name Collection VXML to
include NPST recommendations for
sensitivity and confidence
Incomplete Timeout (what CPI has
been calling the Complete Timeout)
to extend the end of speech by 2.5
seconds.
Change Messages 3, 100, 105, 202,
203, 209, 210, & 211
7/5/07
2.0d
Renumbered Region Menu Section in UI to
1003 (was a duplicate of 1026 before)
Removed the setting of the Host Flag on
EP000.
The Host Flag will be set by the incoming
parameter in Jump Parameter 0. If no value is
sent in Jump Parameter 0 then it will default to
the ‘P’ Production.
Setting the QA box (HC or QA) based on the
region. If region is Production box will be set to
‘HC’, else the QA box will be set to ‘QA’.
7/15/07
2.0e
Yaron Gonen
Yaron Gonen
Tuning 2 Recommendations for Screen Splash
9/13/07
2.0f
User Interface Specification, June 29, 2009
Add/Change Messages 2, 9, 208, 211, 302,
402, 600, 602
Add New Message 600 to play first in
Mother’s Maiden Name
Change Global Help to Global More
Information – this will require updating each
module to show More Information as
opposed to Help – Help will no longer be
recognized
Add Message 9 to play after Message 2 in
Screen Splash Explanation
Add Right and Yes, that’s right to positive
confirmation grammar and Not Right to
negative confirmation grammar for all
modules
Remove ANI Lookup on HostConnect (Host
Christopher
Walton
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10/23/07
2.0g
Query 1)
Change Screen Splash Question to proceed
to Screen Splash Explanation in the 4
places that used to go to ANI Lookup on
HostConnect
Removed More Information from
Confirmation Prompts
Remove * DTMF entry from More
Information Command Vocabulary
Verizon Business is recommending the reordering of dialog
modules to place those dialog modules with the highest
completion rates first. Callers experience more success in
their interaction with the application before they are asked to
provide name data. The proposed order of the Dialog
Modules is:
1. Social Security Number
2. Date of Birth
3. Place of Birth
4. First Name
5. Last Name
6. Mother’s Maiden Name.
Christopher
Walton
Privacy clarification added to Globals. Module notes added to
all DM’s where information is collected from the caller.
TVND Implementation:
02/06/08
2.1
02/18/08
2.2
02/21/08
2.3
02/21/08
2.4
02/26/08
2.5
New Check Condition modules added
1. 1015 TVND Check Condition
2. 1028 Social Security Number Check Condition
3. 1038 Date of Birth Check Condition
4. 1048 Place of Birth Check Condition
5. 1058 First Name Check Condition
6. 1068 Last Name Check Condition
7. 1078 Mother’s Maiden Name Check Condition
New Message added to DM 1020 Screen Splash Explanation
Message 600 moved from DM 1080 Mother’s Maiden Name
to DM 1060 First Name.
Wording of Message 600 changed.
Added “Jump Parameters” section to 5.1 General Behavior
Updated DMs 1030, 1040, 1050, 1060, 1070 and 1080;
Added increment counter reporting data to module notes
Updated Call Flow Diagram in Chapter 2
Replaced references to TVDC Condition Check, with Null
Condition Check.
Removed page number from DM 1010
Added a check condtion module, 995- CCR Flag Check
Added CCR ANI DINI Flag Check section to the General
Behavior chapter.
Updated DM 970.
Updated 5.1.7 Global Defaults, removed incoming/outgoing
User Interface Specification, June 29, 2009
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Sean Stallings
Sean Stallings
Sean Stallings
Sean Stallings
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Jump Parameters
02/29/08
2.6
03/06/08
2.7
03/10/08
2.8
03/19/08
2.9
O4/04/08
3.0
O4/11/08
3.1
O4/15/08
3.2
05/06/08
3.3
06/25/08
3.4
Updated All Check Condition DM’s to include reporting data
for recaptured data.
Updated Table of Contents.
Changed confirmation for name capture from “if necessary”
to “ALWAYS”
Removed CCR reporting information from Global Defaults.
DM 970 makes this section redundant.
Added new DM, 1029 Screen Pop Check Condition
Updated 1028, 1038, 1048, 1058, 1068, 1078; Corrected
reporting for “if else” condition.
Updated 5.1.4 to correctly reflect how calls end.
Updated DM 1028, 1029 to correctly show how screen pop
will be handled.
Removed ‘Else’ logic from module 1002 Language Check
Updated reporting strings for first name, last name, mother’s
maiden name re-use.
Clarified wording for Check Null Condition
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
Checked all internal hyperlinks, updated those that did not have the
correct module number.
Updated 1050 Get place of birth, added reporting information.
Updated 1060 Get First Name, added reporting information.
Updated 1070 Get Last Name, added reporting information.
Updated 1080 Get Mothers Maiden Name, added reporting
information.
Updated module 1020, added new messaging and logic for
callers with Attestation flag set to 1.
Updated Section 6.1.1 General Recording List, added
messages 7,10,11 and 12.
Update module 1029-Screen Splash Pop Check Condition.
Added new reporting tags for Screen Pop and Screen Splash.
Sean Stallings
Sean Stallings
Sean Stallings
Sean Stallings
Sean Stallings
Sean Stallings
Sean Stallings
Sean Stallings
Sean Stallings
Broke Module 1060 First Name into A and B sections, Say and Spell
and Spell Only – for TNRS effort
07/16/08
4.0
09/18/08
4.1
09/23/08
4.2
09/26/08
4.3
Broke Module 1070 Last Name into A and B sections, Say and Spell
and Spell Only – for TNRS effort
Added Module 1075 PostSSN-DB – for TNRS effort
Updated module 1040, corrected routing. 1040 was routing to
module 1038, should be routing 1048 – this resolves ticket
22359.
Updated module 1078, corrected ‘entering from’ field to
correctly show current routing – this resolves ticket 22362.
Updated module 1068, corrected ‘entering from’ field to
correctly show current routing – this resolves ticket 22361.
Added Verizon Business proprietary statement to title page
and page footers.
1) Updated module 1060B; updated confirmation
prompt ‘action’ table, wrong message was playing
on max timeouts. Message 512 should be playing
instead of 213. Removed ‘Respell 2’ prompt, since it
is not being used. Removed contradictory note in
‘Module Settings’ section; max timeouts should be
set to 0 – this resolves ticket 22382.
User Interface Specification, June 29, 2009
Sean Stallings
Sean Stallings
Sean Stallings
Sean Stallings
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2) Updated module 1070B; updated confirmation
prompt ‘action’ table, wrong message was playing
on max timeouts. Message 512 should be playing
instead of 213. Removed ‘Respell 2’ prompt, since it
is not being used. For initial if ‘no’ on confirmation
prompt removed ambiguous wording,- this resolves
ticket 22383. Changed message 402 to 410, since B
form is ‘Spell’ only – this resolves ticket 22395.
3) Updated module 1070A, corrected cut and paste
error in ‘Confirmation’ prompt ‘Action’ field,
removed erroneous ‘go to’ statement – this resolves
ticket 22388.
10/30/08
4.4
11/4/08
4.5
11/6/08
4.6
12/19/08
4.7
Added REQID’s to modules 1000, 1002, 1015, 1020, 1028, 1038,
1048, 1058, 1068, and 1078.
Updated Module 1060A and 1060B, renumbered REQID for
Confirmation Max Retries from ‘LC-8’ to ‘LC-14’.
Updated Module 1070A and 1070B, renumbered REQID for
Confirmation Max Retries from ‘LC-8’ to ‘LC-14’.
Updated module 1080, corrected wording for confirmation prompting,
now says “Let me read that back. Last name….” – this resolves the
issue for SS-3/CCR 22412.
Updated module 1080, for confirmation, set bracketed result to
‘Mother’s Maiden Name’
Updated module 1075, added parameters for reporting associated app
ID.
Updated module 1068, correcting typos in the REQID’s – this resolves
ticket 22463.
Updates for issue where the Application is not taking the failed path
when SSN is invalid (updates highlighted in yellow):
Updated module 1030, added null output for SSN in Max Retries.
Updated module 1060A to perform an SSN check in Max Retries.
Updated module 1070A to perform an SSN check in Max Retries.
User Interface Specification, June 29, 2009
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Sean Stallings
Sean Stallings
Kim Rothlis
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Table of Contents
Chapter 1:
Background and Motivation......................................................11
1.1 Motivation..................................................................................................... 11
1.2 Aesthetics...................................................................................................... 11
1.3 Open Issues .................................................................................................. 11
1.4 Call Examples............................................................................................... 11
1.4.1 Typical Call .................................................................................................. 11
Chapter 2:
Call-Flow Diagrams....................................................................13
2.1 High-Level Call Flow Diagram ................................................................. 14
Chapter 3:
How to Read the Call-Flow Tables ...........................................15
Chapter 4:
Internal DialogModule Functionality ........................................16
Chapter 5:
Detailed Dialog Specification....................................................17
5.1 General Behavior......................................................................................... 17
5.1.1 Privacy .......................................................................................................... 17
5.1.2 Reporting....................................................................................................... 17
5.1.3 Jump Parameters ........................................................................................... 17
5.1.4 Ending the call .............................................................................................. 18
5.1.5 Global Defaults............................................................................................. 18
5.2 Dialog Tables ............................................................................................... 19
970 – CCR Flag Check ............................................................................. 19
1000– Entry Point Lookup........................................................................ 20
1002 – Language Check............................................................................ 20
1003 – Region Menu (DTMF Only)......................................................... 21
1005 – NDB Lookup................................................................................. 22
1010 – Screen Splash Question................................................................. 23
1015 – Check Null Condition ................................................................... 26
1020 – Screen Splash Explanation............................................................ 27
1024 – Spanish Social Security Number (DTMF Only)........................... 27
1026 – Spanish SSN Validate (DTMF Only) ........................................... 29
1028 – Social Security Check Condition .................................................. 30
1029 –Screen Pop Check Condition ......................................................... 31
1030 – Social Security Number ................................................................ 31
1038 – Date of Birth Check Condition ..................................................... 37
1040 – Date of Birth ................................................................................. 38
1048 – Place of Birth Check Condition .................................................... 40
1050 – Place of Birth ................................................................................ 40
1058 – First Name Check Condition ........................................................ 43
1060A-First Name Say and Spell ............................................................. 43
1060B-First Name Spell Only .................................................................. 45
1068 – Last Name Check Condition......................................................... 47
1070A-Last Name Say and Spell.............................................................. 48
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1070B-Last Name Spell Only................................................................... 49
1075-PostSSN-DB .................................................................................... 51
1078 – Mother’s Maiden Name Check Condition.................................... 53
1080 – Mother’s Maiden Name ................................................................ 53
Ping (Host Query 2) .................................................................................. 59
Host Query 3 ............................................................................................. 60
Transit DB................................................................................................. 61
TEST MENU ............................................................................................ 65
ENCRYPTED MENU .............................................................................. 65
HOSTCONNECT MENU ........................................................................ 65
GET KEY.................................................................................................. 66
GET DATA............................................................................................... 66
DB RESULTS........................................................................................... 66
Jump Variable 5 Formats .......................................................................... 67
Chapter 6:
Recording Lists..........................................................................70
6.1 Application Recording List ........................................................................ 70
6.1.1 General Recording List.................................................................................. 70
6.1.2 State Recording List ...................................................................................... 74
6.1.3 Surplus Messages........................................................................................... 76
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Chapter 1:
1.1
Background and Motivation
Motivation
This application is designed to pull information from the caller before talking to a customer
service agent to better facilitate the interaction between caller and agent. The goal is to increase
the speed with which agents can handle their callers, thereby enhancing the caller experience.
1.2
Aesthetics
The caller is being asked personal information and the tone should be businesslike. However, we
only go through one invalid cycle before moving on, regardless of success.
1.3
Open Issues
1.4
Call Examples
1.4.1
Typical Call
System:
Caller:
System:
Caller:
System:
Caller:
System:
Caller:
System:
Caller:
System:
Caller:
System:
Caller:
If you’re calling about general Social Security info, say ‘general’. If you’re calling
for information specific to you or someone else, say ‘personal’.
personal
In order to speed up your interaction with our customer service agent, I am going
to ask you five questions. Social Security is allowed to collect this information
under section 205 of the Social Security Act. First, please say your nine digit
social security number or enter it on your key pad.
999-99-9999
Please give me your first name, including the spelling. [Pause] For example if
your first name was Robin, you’d say “Robin, R O B I N.”
John
Say and spell your last name.
Smith
Now please tell me your date of birth. For example, you could say May fifth,
1937.
May 1st, 1938
Next, say and spell your mother’s maiden last name. If you don’t know it, say
‘none’.
O’Klein
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.
New Jersey
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System:
Please hold while your call is transferred to a customer service representative.
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Chapter 2:
Call-Flow Diagrams
Legend for the high level call-flow diagrams presented in this section:
A high level process indicates a series of play-prompt or interaction states or data retrieval steps,
etc.
High level process
A play-prompt state plays a waveform, or a series
of waveforms, to the caller.
Play prompt state
Interaction state
Internal check/
data retrieval
Internal decision
Connector
An interaction state prompts the caller for input. It
also handles all default timeout and retry
behavior. It typically exits (continues to the next
state) upon a successful recognition.
The ‘data retrieval’ icon represents back-end
transactions, to a database, for example.
The ‘internal decision’ icon represents a logical
check in the program code to branch on decision.
Connectors link different call-flow diagrams.
An end-of-call is a transfer, to another service or
customer representative, or a system hang-up.
End of call
Call-flow diagrams built up of high-level process
icons represent the global dialog structure of the
application. These high-level diagrams parallel
with the more detailed call-flow diagrams that outline every play-prompt, interaction state, data
retrieval step, internal decision and possible ends of the call. These low-level charts give a precise
graphical representation of the flow of the state tables in the section, Chapter 5: Detailed Dialog
Specification, using the same (or matching) naming convention for easy reference.
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High-Level Call Flow Diagram
Already
Have SSN?
YES
NO
SSN
Already
Have DoB?
Date of Birth
NO
YES
NO
Already
Have PoB?
YES
Place of Birth
Already
Have FN?
NO
First Name
YES
NO
Already
Have LN?
YES
Last Name
Already
Have MMN?
NO
Mother’s Maiden
Name
YES
HostConnect
Lookup
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Chapter 3:
How to Read the Call-Flow Tables
Speech Input
Title of
this table
Play Prompt
Database Query
Branch on Condition
2100_Finance_Forex_Menu
Previous step of
the dialog
Speech Input
Item List
Initial prompt: first
prompt played when
entering the module.
Entering from
2000_Finance_Menu
Timeout 1 prompt:
played when no
response to initial.
Prompts
Prompts
section
Requirement ID’s
Type
Name
Wording
TKSS-FFM-3100Prompt-LC-1
Initial
21001
For which currency would you like to hear the exchange rate?
TKSS-FFM-3100Prompt-LC-2
Timeout 1
21002
Timeout 2 prompt: played
when no response to first
I’m sorry, I didn’t hear you. Please say the currency you want an exchange timeout.
rate for, for example “Sterling Pound”.
TKSS-FFM-3100Prompt-LC-3
Timeout 2
21003
TKSS-FFM-3100Prompt-LC-4
Retry 1
TKSS-FFM-3100Prompt-LC-5
TKSS-FFM-3100Prompt-LC-6
User input
section
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
Please say the currency you want an exchange rate for, for example
“Australian dollar”.
Retry 1 prompt: played
Touch-tone
when no recognition result
equivalents for user
from first input.
Retry 2
21005
Please say the currency you want to hear the exchange rate for, such as the
input
“Japanese yen”, or, to hear a full list to choose from, say “Dutch guilder”.
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"
2
“List all currencies”,
“List currencies”, “List all”,
“List them all”, “List them”
Commands
Global
commands
section
DialogModule
type
DTMF
Go to: "2190_Finance_Forex_CurrenciesListIntro"
Retry 2 prompt: played when
no recognition result from input
after first retry.
Action
“Back up”
#
Go to: “2000_Finance_Menu”
“Main menu”
##
Go to: “1000_MainMenu”
“Goodbye”
*
“Instructions”
9
Go to: “9000_Goodbye_Msg”
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”
0
Go to: "8000_Transfer_Msg"
Module Settings
Section to
specify the
different
settings of the
module
Default
Touch-tone
equivalents for global
commands
User Interface Specification, , 6/29/2009
System actions
following on global
commands
System actions
following on user
input
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Chapter 4:
Internal DialogModule Functionality
***PLEASE NOTE: This is a generic example of Internal DialogModule Functionality and
may not directly reflect the actions of the Screen Splash application.
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
1
"My mistake."
Retry Prompt # 1
Number of
retries?
2
"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?
2
"I'm sorry, I still didn't understand."
Retry Prompt # 2
Above
max retries
No
User Input
Detected
Timeout Prompt # 1
1
(Timeout-counter
increments by one)
Number of
timeouts?
2
Above
max timeouts
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Failure
Timeout Prompt # 2
Failure
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Chapter 5:
5.1
Detailed Dialog Specification
General Behavior
Test Menu Logic needs to be accessed via an 800 number pointed through the
ICR application to achieve maximum efficacy.
Entry Points – while there are 8 entry points; they should be thought of as 4 pairs
of two. The 4 pairs represent each of the potential SSA regions (development,
validation, integration, and production) and the two represent Screen Splash and
Screen Pop.
Host Flag – for each of the SSA regions (p = production, d = development, v =
validation, i = integration)
Screen Pop Flag – 1 = handled as a Screen Pop call
Query Flag – to determine conditions of jumping to ICR (if 1 – set Status Code on
Transit DB to 1000, if 2 – set Status Code on Transit DB to 1001, if 0 – send
status code returned from Host)
5.1.1
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, The confidential flag should be set to
true for all dialog modules collecting this information from the caller.
5.1.2
Reporting
For the TVDC effort, when recording successes, code pairs need to be recorded.
Integrity of code pair recording MUST be maintained. The table below shows all
modules in the application:
5.1.3
Jump Parameters
See section 3.5 of N8NN Main for Jump Parameter data.
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Ending the call
At no time should the call simply end. All calls from this application will exit to an agent.. Max
Timeout, Max Retry, or Max Error, will cause the caller to advance to the next menu.
5.1.5
Global Defaults
Catastrophic errors should be handled as follows:
Set the following parameters and then jump with all parameters to ICR NGSN App ID 0022305, Entry Point 100
(Jump Parameter 5 = N; Jump Parameter 3 = CCR String; Jump Parameter 6 = 0)
Screen Pop Flag = Designates the call as a screen pop call.
Interdigit Speech Timeout on SSN is 2 seconds.
Interdigit DTMF Timeout on SSN and DoB is 5 seconds.
Query Flag = Sets the call to avoid Host Query 2 and/or 3.
Host Flag = sets the Host region (D, V, I, or P).
Screen Splash Flag (for use in CCR’s) - 1 = Spanish and 2 = English
More Information – One More Information per module – If 2nd More Information,
Follow Max Retry logic
All Speech – confirm if necessary – do not confirm yes/no.
All DTMF – never confirm.
Certain language shows up in the application periodically as a transitional messaging
between the modules. Those messages are below.
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980 – Transitional Vocabulary
Speech Input
Transitional Vocabulary
Req. ID
Message Number
Text
TKSS-TV-980Prompt-LC-1
524
“OK”
TKSS-TV-980Prompt-LC-2
525
“Got it”
TKSS-TV-980Prompt-LC-3
526
“Thanks for your patience.”
The following commands should be available to any SIVR SIBB in the call plan:
990 - COMMAND Vocabulary
Speech Input
Command Vocabulary
Req. ID
Option
Synonym(s)
TKSS-COM990-PromptLC-1
more
information
more information
***help will not be
recognized***
5.2
DTMF
N/A
Action
Confirm.
Go to More Information Message for the particular
module
Never
Dialog Tables
970 – CCR Flag Check
Condition
Action
If Flag = 0
the application will append the ,ANI,DNIS.Language Flag, Ap ID (22310) set
flag to 1
If Flag = 1
the application will append Language Flag and Ap ID (22310) set flag to 1
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1000– Entry Point Lookup
Branch on Condition
Entering from
New incoming call
Requirement ID’s
Condition
TKSS-EPL-1000Condition-Entry Point 000
If Entry Point 000
TKSS-EPL-1000Condition-Entry Point 001
If Entry Point 001
Action
Accept Incoming Jump Parameters listed under Global Defaults
Go to: 1002 – Language Check
Accept Incoming Jump Parameters listed under Global Defaults
Set Screen Pop Flag = 1
Go to: 1002 – Language Check
Accept Incoming Jump Parameters listed under Global Defaults
TKSS-EPL-1000Condition-Entry Point 008
If Entry Point 008
Set Host = QA
Go to: 1002 – Language Check
Accept Incoming Jump Parameters listed under Global Defaults
TKSS-EPL-1000Condition-Entry Point 009
If Entry Point 009
Set Language Selection = 0
Set Screen Pop Flag = 1
Go to: 1002 – Language Check
Accept Incoming Jump Parameters listed under Global Defaults
TKSS-EPL-1000Condition-Entry Point 010
If Entry Point 010
Set Language Selection = 1
Set Screen Pop Flag = 1
Go to: 1002 – Language Check
TKSS-EPL-1000Condition-Entry Point 011
If Entry Point 011
TKSS-EPL-1000Condition-Entry Point 999
If Entry Point 999
Accept Incoming Jump Parameters listed under Global Defaults
Go to: 1002 – Language Check
Set Language Selection = 0
Set Host = QA
Go to: 1002 – Language Check
Set Language Selection = 1
TKSS-EPL-1000Condition-Entry Point 998
If Entry Point 998
Set Screen Pop Flag = 1
Go to: 1002 – Language Check
TKSS-EPL-1000-PromptLC-1
Else
Play Message 219: “We’re sorry. We cannot process your call right now.
Please call back later.”
End Call
(If caller hang up, check Screen Pop Flag.
If Screen Pop Flag = 1, record code pair 76000.
Else, record code pair 75000)
1002 – Language Check
Branch on Condition
Entering from
1000– Entry Point Lookup
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Requirement ID’s
Condition
TKSS-LC-1002 -Condition0
If Language Selection = 0
TKSS-LC-1002-Condition1
If Language Selection = 1
Action
If Entry Point 999 or 008
Go to: 1003 – Region Menu (DTMF Only)
Else
Go to: 1005 – NDB Lookup
Sent System Talent = 2002
Go to: 1005 – NDB Lookup
(If caller hang up, check Screen Pop Flag.
If Screen Pop Flag = 1, record code pair 76000.
Else, record code pair 75000)
1003 – Region Menu (DTMF Only)
DialogModule™
Menu
Entering from
1002 – Language Check
Prompts
Requirement ID’s
Type
MSG #
TKSS-RM-1003-Prompt-LC-1
Initial
450
Text
To use the Development region, press 1.
To use the Validation region, press 2.
To use the Integration region, press 3.
To use the Production region, press 4.
TKSS- RM-1003-Prompt-LC-2
451
Timeout
1
TKSS- RM-1003-Prompt-LC-1
450
We're sorry; we did not recognize your selection as a valid entry. Please
make your selection again.
To use the Development region, press 1.
To use the Validation region, press 2.
To use the Integration region, press 3.
To use the Production region, press 4.
TKSS-RM-1003-Prompt-LC-2
Max
timeouts
TKSS- RM-1003-Prompt-LC-2
451
End Call
451
Invalid 1
TKSS- RM-1003-Prompt-LC-1
We're sorry; we did not recognize your selection as a valid entry. Please
make your selection again.
450
We're sorry; we did not recognize your selection as a valid entry. Please
make your selection again.
To use the Development region, press 1.
To use the Validation region, press 2.
To use the Integration region, press 3.
To use the Production region, press 4.
TKSS-RM-1003-Prompt-LC-2
Max
Retries
451
We're sorry; we did not recognize your selection as a valid entry. Please
make your selection again.
End Call
Option
Action
1
Set Region = D
Confirm.
Go to: 1005 – NDB Lookup
2
Set Region = V
Go to: 1005 – NDB Lookup
3
Set Region = I
Go to: 1005 – NDB Lookup
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4
Set Region = P
Go to: 1005 – NDB Lookup
Commands
See default settings as specified in Internal DialogModule Functionality on page 8.
Module Settings
(If caller hang up, check Screen Pop Flag.
If Screen Pop Flag = 1, record code pair 76000.
Else, record code pair 75000)
1005 – NDB Lookup
Database Query
Entering from
1002 – Language Check, 1003 – Region Menu (DTMF Only)
Input Field
Description
keytbl
Output Field
Description
Encryption Key
32 numeric
Key Index
2 digits
Expiration Date & Time
24 numeric YYYY/DD/MM_HH:MM:SS (GMT)
Condition
Action
If Entry Point 011
Go to: Test Menu
IF Found & today’s date and time
prior to Expiration Date& Time
Else
If Screen Pop Flag = 1
Go to: Social Security Number Check Condition
Else
Go to: 1010 – Screen Splash Question
st
If error code 408 is returned 1
Time
Retry Transaction
If error code 408 is returned 2nd
Time/Else/Failure
Set the following parameters and then jump with all parameters to ICR NGSN App ID 0022305
Entry Point 100 (Set Jump Parameter 5 = X:00; Jump Parameter 3 = CCR String; Jump
Parameter 6 = 0)
Example:
SQL> desc keytbl
Name
Null? Type
----------------------------------------- -------- ---------------------------ENCRYPTION_KEY
NOT NULL VARCHAR2(32)
KEY_IDENTIFIER
NOT NULL VARCHAR2(2)
EXPIRATION_DATE
NOT NULL VARCHAR2(24)
SQL> select * from keytbl
2 /
ENCRYPTION_KEY
KE EXPIRATION_DATE
-------------------------------- -- -----------------------2jcBv3rBaF0WPi9/q0UEyN+k8opMl/JK 01 2006/04/24 06:52:18
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(If caller hang up, check Screen Pop Flag.
If Screen Pop Flag = 1, record code pair 76000.
Else, record code pair 75000)
1010 – Screen Splash Question
DialogModule™
Custom Grammar
Entering from
1005 – NDB Lookup
Prompts
Requirement ID’s
Type
MSG #
Text
TKSS-SSQ-1010-PromptLC-1
Initial
1
If you’re calling about general Social Security information, say
‘general’. If you’re calling for information specific to you or someone
else, say ‘personal’.
100
Sorry, I didn’t hear anything.
TKSS-SSQ-1010-PromptLC-3
200
If you are calling about general information, or if you don’t know,
please say ‘general’; otherwise, please say ‘personal’.
TKSS-SSQ-1010-PromptLC-6
101
I didn’t hear you that time either.
201
If you are calling about general information, or if you don’t know,
please say ‘general’ or press 1; otherwise, please say ‘personal’ or
press 2.
TKSS-SSQ-1010-PromptLC-2
Timeout 1
Timeout 2
TKSS-SSQ-1010-PromptLC-7
Play Message 512: ”Sorry I’m having so much trouble.”
TKSS-SSQ-1010-PromptLC-10
Max
timeouts
Set Screen Pop Flag = 1
Send Message to ICM with a Value of 0 in Var. 4
Go to:, 1028 – Social Security Check Condition, condition Max Timeouts/Retries
TKSS-SSQ-1010-PromptLC-11
TKSS-SSQ-1010-PromptLC-12
TKSS-SSQ-1010-PromptLC-13
TKSS-SSQ-1010-PromptLC-14
Retry 1
(DTMF)
TKSS-SSQ-1010-PromptLC-26
TKSS-SSQ-1010-PromptLC-15
TKSS-SSQ-1010-PromptLC-16
TKSS-SSQ-1010-PromptLC-17
104
Sorry I didn’t understand.
200
If you are calling about general information, or if you don’t know,
please say ‘general’; otherwise, please say ‘personal’.
0.22.315
Your entry is invalid.
0.22.316
Please try again.
200
If you are calling about general information, or if you don’t know,
please say ‘general’; otherwise, please say ‘personal’.
105
Sorry, I still didn’t understand.
201
If you are calling about general information, or if you don’t know,
please say ‘general’ or press 1; otherwise, please say ‘personal’ or
press 2.
0.22.315
Your entry is invalid.
Retry 1
(Speech)
Retry 2
(Speech)
Retry 2
(DTMF)
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TKSS-SSQ-1010-PromptLC-18
0.22.316
Please try again.
TKSS-SSQ-1010-PromptLC-27
201
I need to know if you’re calling about general Social Security
information or about information specific to you or someone else.
Please tell me ‘general’ or ‘personal’ now.
Play Message 512: ”Sorry I’m having so much trouble.”
TKSS-SSQ-1010-PromptLC-19
Max Retries
Set Screen Pop Flag = 1
Send Message to ICM with a Value of 0 in Var. 4
Go to: 1028 – Social Security Check Condition, condition Max Timeouts/Retries
TKSS-SSQ-1010-PromptLC-20
More
Information
212
I need to know if you are calling about general Social Security
information or about information for yourself. Please tell me ‘general’
or ‘personal’ now.
DTMF
REQID
Option
Synonym(s)
TKSS-SSQ-1010Prompt-NC-1
General
General info,
general
information
1
Action
Confirm.
Send Message to ICM with a Value of 0 in
Var. 4
If necessary
Set Screen Pop Flag = 1
Go to: 1028 – Social Security Check
Condition
TKSS-SSQ-1010Prompt-NC-2
Personal
Personal info,
personal
information
2
Send Message to ICM with a Value of 1 in
Var. 4
If necessary
Go to: DM1015_Check_Null_Condition
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, than the caller
will proceed forward.
Requirement
ID’s
Option
MSG #
Text
Result
Action
If Yes, Right, or Yes that’s right
Send Message to ICM with a
Value of 0 in Var. 4
Set Screen Pop Flag = 1
Go to: 1028 – Social Security
Check Condition
If 1st No or Not right, Play
Message 521: “My Mistake”, Go
to: First Retry Message 200.
TKSS-SSQ-1010Prompt-LC-21
general
106
general
““I think you said < general >, is
that correct?”
If 2nd No or Not right, Play
Message 522: “Sorry, my mistake
again”. Go to: 2nd Retry Message
201.
If 3rd No or Not right, Play
Message 512: ”Sorry I’m having so
much trouble” & Message 213:
“We’ll skip that and move to the
next piece of information”.
Send Message to ICM with a
Value of 0 in Var. 4
Set Screen Pop Flag = 1
Go to: 1028 – Social Security
Check Condition
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If Yes, Right, or Yes that’s right
Send Message to ICM with a
Value of 1 in Var. 4
Go to:
DM1015_Check_Null_Condition
If 1st No or Not right, Play
Message 521: “My Mistake”. Go
to: First Retry Message 200.
TKSS-SSQ-1010Prompt-LC-22
personal
107
personal
““I think you said < personal >, is
that correct?”
If 2nd No or Not right, Play
Message 522: “Sorry, my mistake
again”. Go to: 2nd Retry Message
201.
If 3rd No or Not right, Play
Message 512: ”Sorry I’m having so
much trouble” & Message 213:
“We’ll skip that and move to the
next piece of information”.
Send Message to ICM with a
Value of 0 in Var. 4
Set Screen Pop Flag = 1
Go to: 1028 – Social Security
Check Condition
If Yes, Right, or Yes that’s right
“General”
Send Message to ICM with a
Value of 0 in Var. 4
Set Screen Pop Flag = 1
Go to: 1028 – Social Security
Check Condition
If Yes, Right, or Yes that’s right
“Personal”
Send Message to ICM with a
Value of 1 in Var. 4
TKSS-SSQ-1010Prompt-LC-23
st
1 Invalid
Confirmation
102
“Sorry I
couldn’t tell if
you said yes
or no.”
Go to:
DM1015_Check_Null_Condition
Retry Confirmation
If 1st No or Not right, Play
Message 521: “My Mistake”. Go
to: First Retry Message 200.
If 2nd No or Not right, Play
Message 522: “Sorry, my mistake
again”. Go to: 2nd Retry Message
201.
If 3rd No or Not right, Play
Message 512: ”Sorry I’m having so
much trouble” & Message 213:
“We’ll skip that and move to the
next piece of information”.
Send Message to ICM with a
Value of 0 in Var. 4
Set Screen Pop Flag = 1
Go to: 1028 – Social Security
Check Condition
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If Yes, Right, or Yes that’s right
“General”
Send Message to ICM with a
Value of 0 in Var. 4
Set Screen Pop Flag = 1
Go to: 1028 – Social Security
Check Condition
If Yes, Right, or Yes that’s right
“Personal”
Send Message to ICM with a
Value of 1 in Var. 4
TKSS-SSQ-1010Prompt-LC-24
“Sorry I
couldn’t tell if
you said yes
or no.”
st
1 Timeout
Confirmation
102
Go to:
DM1015_Check_Null_Condition
Retry Confirmation
If 1st No or Not right. Play
Message 521: “My Mistake”. Go
to: First Retry Message 200.
If 2nd No or Not right, Play
Message 522: “Sorry, my mistake
again”. Go to: 2nd Retry Message
201.
If 3rd No or Not right, Play
Message 512: ”Sorry I’m having so
much trouble” & Message 213
“We’ll skip that and move to the
next piece of information”.
Send Message to ICM with a
Value of 0 in Var. 4
Set Screen Pop Flag = 1
Go to: 1028 – Social Security
Check Condition
nd
TKSS-SSQ-1010Prompt-LC-25
2
Invalid/Timeout
Confirmation
Go to: Max Retries
TKSS-SSQ-1010-PromptLC-12
Retry 1
(Speech)
200
If you are calling about general information, or if you don’t
know, please say ‘general’; otherwise, please say
‘personal’.
TKSS-SSQ-1010-PromptLC-16
Retry 2
(Speech)
201
If you are calling about general information, or if you don’t
know, please say ‘general’ or press 1; otherwise, please
say ‘personal’ or press 2.
Play Message 512: ”Sorry I’m having so much trouble.”
TKSS-SSQ-1010-PromptLC-19
Max Retries
Set Screen Pop Flag = 1
Go to: 1028 – Social Security Check Condition, condition Max
Timeouts/Retries
Commands
See default settings, as specified in Internal DialogModule Functionality
Module Settings
(If caller hang up, check Screen Pop Flag.
If Screen Pop Flag = 1, record code pair 76000.
Else, record code pair 75000)
1015 – Check Null Condition
Entering from
1010 – Screen Splash Question
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REQID
Condition
Action
1015-Check Null ConditionOption-NC-1
If TVDC Items to collect= 0
Go to:1028 – Social Security Check Condition
1015-Check Null ConditionOption-NC-2
If TVDC items else
Go to: 1010 – Screen Splash Question
Developer Note:
Increment speak item counter for each item that is null.
1020 – Screen Splash Explanation
Play Prompt
Entering from
1015 – Check Null Condition
Prompts
Requirement ID’s
TKSS-SSE-1020-PromptLC-1
TKSS-SSE-1020-PromptLC-3
TKSS-SSE-1020-PromptLC-4
TKSS-SSE-1020-PromptLC-2
Condition
Msg #
Text
If pieces to collect = 1 and
Attestation Flag = 0
2
While we are waiting for an agent, I am going to collect one
more piece of information. Social Security is allowed to
collect this information under section 205 of the Social
Security Act.
If pieces to collect = 1 and
Attestation Flag = 1
7
While we are waiting for an agent, I am going to collect one
more piece of information.
10
While we are waiting for an agent, I am going to collect…
speak item counter [2-6]
Else and Attestation Flag =
0
11
…pieces of information. These are the same questions an
agent would ask. Social Security is allowed to collect this
information under section 205 of the Social Security Act.
10
While we are waiting for an agent, I am going to collect…
Else and Attestation Flag =
1
always
speak item counter [2-6]
12
…pieces of information. These are the same questions an
agent would ask.
9
Oh and by the way, if you don’t understand a question, say
’more information’.
REQID
Condition
Action
TKSS-SSE-1020-Option-NC-1
If Attestation Flag = 0
Set Attestation Flag to 1 Go to: 1028 – Social Security Check Condition
TKSS-SSE-1020-Option-NC-2
If Attestation Flag = 1
Go to: 1028 – Social Security Check Condition
Module Settings
No Barge In
(If caller hang up, record code pair 75000)
1024 – Spanish Social Security Number (DTMF Only)
DialogModule™
Digits
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Entering from
1028 – Social Security Check Condition
Prompts
Requirement ID’s
Type
MSG #
Text
Por favor marque los nueve digitos de su numero del seguro social
o el numero de la persona por cual esta llamando.
TKSS-SSSN-1024-Prompt-LC-1
Initial
9501
---translation---------Please enter your nine digit social security number,
or the number of the person you are calling about.
Su respuesta no es valida. Por favor intente de nuevo.
TKSS-SSSN-1024-Prompt-LC-2
9503
---translation--Your entry is invalid. Please try again.
Timeout
1
TKSS-SSSN-1024-Prompt-LC-1
Por favor marque los nueve digitos de su numero del seguro social
o el numero de la persona por cual esta llamando.
9501
---translation---------Please enter your nine digit social security number,
or the number of the person you are calling about.
Max
timeouts
Set the following parameters and then jump with all parameters to ICR NGSN App ID
0022305 Entry Point 100 (Jump Parameter 5 = N:; Jump Parameter 3 = CCR String;
Jump Parameter 6 = 0)
(Record Code Pair 71100 in CCR’s)
Su respuesta no es valida. Por favor intente de nuevo.
TKSS-SSSN-1024-Prompt-LC-2
9503
---translation--Your entry is invalid. Please try again.
Por favor marque los nueve digitos de su numero del seguro social
Invalid 1
o el numero de la persona por cual esta llamando.
TKSS-SSSN-1024-Prompt-LC-1
9501
---translation---------Please enter your nine digit social security number,
or the number of the person you are calling about.
Max
Retries
Set the following parameters and then jump with all parameters to ICR NGSN App ID
0022305 Entry Point 100 (Jump Parameter 5 = N:; Jump Parameter 3 = CCR String;
Jump Parameter 6 = 0)
(Record Code Pair 71100 in CCR’s)
Requirement ID’s
Option
DTMF
Action
Confirm.
TKSS-SSSN-1024-Prompt-LC-3
9 Digits
Yes,
i.e.
123456
789
Play MSG 9502:
"Usted marco...”
---translation--"You entered..."
Speakback CED
(Speakback CED: "You entered, [SSN].")
Always
Go to:1026 – Spanish SSN Validate (DTMF
Only)
Commands
See default settings as specified in Internal DialogModule Functionality on page 8.
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Module Settings
(If caller hang up, record code pair 76100)
Set Confidential Flag to TRUE
1026 – Spanish SSN Validate (DTMF Only)
DialogModule™
Menu
Entering from
DM1024_Spanish_SSN_DTMF
Prompts
Requirement ID’s
Type
MSG #
Text
Si esto es corecto, marque el uno.
Si esto no es corecto, marque el dos.
TKSS-SSSNV-1026-Prompt-LC-1
Initial
9504
---translation--If this is correct, press 1.
If this is incorrect, press 2.
Su respuesta no es valida. Por favor intente de nuevo.
TKSS-SSSNV-1026-Prompt-LC-2
9503
---translation--Your entry is invalid. Please try again.
Timeout
1
TKSS-SSSNV-1026-Prompt-LC-1
Si esto es corecto, marque el uno.
Si esto no es corecto, marque el dos.
9504
---translation--If this is correct, press 1.
If this is incorrect, press 2.
Max
timeouts
Set the following parameters and then jump with all parameters to ICR NGSN App ID
0022305 Entry Point 100 (Jump Parameter 5 = N:; Jump Parameter 3 = CCR String;
Jump Parameter 6 = 0)
(Record Code Pair 71100 in CCR’s)
Su respuesta no es valida. Por favor intente de nuevo.
TKSS-SSSNV-1026-Prompt-LC-2
9503
---translation--Your entry is invalid. Please try again.
Si esto es corecto, marque el uno.
Invalid 1
Si esto no es corecto, marque el dos.
TKSS-SSSNV-1026-Prompt-LC-1
9504
---translation--If this is correct, press 1.
If this is incorrect, press 2.
Max
Retries
Set the following parameters and then jump with all parameters to ICR NGSN App ID
0022305 Entry Point 100 (Jump Parameter 5 = N:; Jump Parameter 3 = CCR String;
Jump Parameter 6 = 0)
(Record Code Pair 71100 in CCR’s)
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Option
Action
1
If Entry Point 000-001
Confirm.
Encrypt SSN
Set the following parameters and then jump
with all parameters to ICR NGSN App ID
0022305 Entry Point 100
(Jump Parameter 5 = K:M:00E:; Jump
Parameter 3 = CCR String; Jump Parameter 6
= 0)
(Record Code Pair 71000 in CCR’s)
If Entry Point 008-010
Set the following parameters and then jump
with all parameters to ICR NGSN App ID
0022305 Entry Point 100
(Jump Parameter 5 = C:<9 numeric digits>;
Jump Parameter 3 = CCR String; Jump
Parameter 6 = 0)
(Record Code Pair 71000 in CCR’s)
st
Go to: 1024 – Spanish Social Security Number
(DTMF Only)
rd
Set the following parameters and then jump
with all parameters to ICR NGSN App ID
0022305 Entry Point 100 (Jump Parameter 5 =
N:; Jump Parameter 3 = CCR String; Jump
Parameter 6 = 0)
1 and
nd
2 2
3 2
(Record Code Pair 71100 in CCR’s)
Commands
See default settings as specified in Internal DialogModule Functionality on page 8.
Module Settings
(If caller hang up, record code pair 76100)
1028 – Social Security Check Condition
Entering from
1010 – Screen Splash Question,,1005 – NDB Lookup,1015 – Check Null Condition,1020 – Screen Splash Explanation
REQID
Condition
Action
TKSS-SSCC-1028-OptionNC-1
If SSN = null and language
flag= 0
Go to: 1030 – Social Security Number
TKSS-SSCC-1028OptionNC-2
If SSN = null and language
flag = 1
Go to: DM1024_Spanish_SSN_DTMF
TKSS-SSCC-1028OptionNC-3
If SSN else
Go to: DM1029_Screen_Pop_Check_Name
Module Notes
V- SCSP-SSN_1-(duration), T-SCSP-0000-(duration)
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1029 –Screen Pop Check Condition
Entering from
DM1028_SocialSecurity_Check_Condition
Condition
Action
Report V Transactions per module note
Encrypt SSN
Set the following parameters and then jump with all parameters to ICR NGSN App ID 0022305
Entry Point 100
If Screen Pop = 1
(Jump Parameter 5 = K:M:00E:; Jump Parameter 3 = CCR String;
Jump Parameter 6 = 0)
(Record Code Pair 71000 in CCR’s)
If Screen Pop = else
Report V Transactions per module note, Go to: 1038 – Date of Birth Check Condition
Module Notes
If Screen Pop = 1
V- SCSP-SPSSN _1-(duration), T-SCSP-0000-(duration)
If Screen Pop = else
V- SCSP-SSSSN _1-(duration), T-SCSP-0000-(duration)
1030 – Social Security Number
DialogModule™
Digits
Entering from
DM1028_SocialSecurity_Check_Condition
Prompts
Requirement ID’s
Type
MSG #
Text
TKSS-SSN-1030-Prompt-LC-1
Initial
3
Ok, I need the Social Security Number of the person you are calling
about. If you are calling about yourself, say or key in YOUR Social
Security Number. If you are calling about someone else, say or key that
person’s Social Security Number, one digit at a time.
100
Sorry, I didn’t hear anything.
209
If you are calling about yourself, say or key in YOUR Social Security
Number one digit at a time. If you are calling about someone else, say or
key in that person’s Social Security Number, one digit at a time.
210
Sorry, I still didn’t hear anything. You can say your Social Security
Number or key it in using the keypad on your telephone. It works best if
you say one digit at a time rather than double digit numbers like thirtytwo or forty-one.
TKSS-SSN-1030-Prompt-LC-2
Timeout 1
TKSS-SSN-1030-Prompt-LC-3
TKSS-SSN-1030-Prompt-LC-7
Timeout 2
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If Screen Pop Flag = 1
Set the following parameters and then jump with all parameters to ICR NGSN App
ID 0022305 Entry Point 100 (Jump Parameter 5 = N:; Jump Parameter 3 = CCR
String; Jump Parameter 6 = 0)
TKSS-SSN-1030-Prompt-LC-10
Max
timeouts
(Record Code Pair 71100 in CCR’s)
Else
Play Message 512: ”Sorry I’m having so much trouble”.
Set Query Flag = 2
Go to: 1038 – Date of Birth Check Condition, condition Max Timeouts/Retries
TKSS-SSN-1030-Prompt-LC-11
TKSS-SSN-1030-Prompt-LC-12
Retry 1
(Speech)
TKSS-SSN-1030-Prompt-LC-13
TKSS-SSN-1030-Prompt-LC-14
Retry 1
(DTMF)
TKSS-SSN-1030-Prompt-LC-25
TKSS-SSN-1030-Prompt-LC-15
TKSS-SSN-1030-Prompt-LC-16
Retry 2
(Speech)
TKSS-SSN-1030-Prompt-LC-17
TKSS-SSN-1030-Prompt-LC-18
Retry 2
(DTMF)
TKSS-SSN-1030-Prompt-LC-26
104
Sorry I didn’t understand.
202
If you are calling about yourself, say or key in YOUR Social Security
Number one digit at a time. If you are calling about someone else, say or
key in that person’s Social Security Number, one digit at a time.
0.22.3
15
Your entry is invalid.
0.22.3
16
Please try again.
202
If you are calling about yourself, say or key in YOUR Social Security
Number one digit at a time. If you are calling about someone else, say or
key in that person’s Social Security Number, one digit at a time.
105
Sorry, I still didn’t understand.
203
You can say your Social Security Number or key it in using the keypad
on your telephone. It works best if you say one digit at a time rather than
double digit numbers like thirty-two or forty-one.
0.22.3
15
Your entry is invalid.
0.22.3
16
Please try again.
203
You can say your Social Security Number or key it in using the keypad
on your telephone. It works best if you say one digit at a time rather than
double digit numbers like thirty-two or forty-one.
If Screen Pop Flag = 1
Set the following parameters and then jump with all parameters to ICR NGSN App
ID 0022305 Entry Point 100 (Jump Parameter 5 = N:; Jump Parameter 3 = CCR
String; Jump Parameter 6 = 0)
(Record Code Pair 71100 in CCR’s)
TKSS-SSN-1030-Prompt-LC-19
Max Retries
Else
Play Message 512: ”Sorry I’m having so much trouble”.
Set Query Flag = 2
Go to: 1038 – Date of Birth Check Condition, condition Max Timeouts/Retries
TKSS-SSN-1030-Prompt-LC-20
More
Information
User Interface Specification, June 29, 2009
211
Here’s some more information. I need the Social Security Number for the
person you are calling about. For example, if you are calling for your
sister or your wife, I need HER social security number. Remember,
double digit numbers like twenty-seven or forty-one don’t work very well.
Try it again.
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Option
Syno
nym(
s)
DTMF
Action
Confirm.
Digits
Yes,
i.e.
123456
789
If Screen Pop Flag = 1
Always
Check Entry Point
If Entry Point 000-001
Encrypt SSN
Set the following parameters and then jump
with all parameters to ICR NGSN App ID
0022305 Entry Point 100
(Jump Parameter 5 = K:M:00E:; Jump
Parameter 3 = CCR String; Jump Parameter 6
= 0)
(Record Code Pair 71000 in CCR’s)
If Entry Point 008-010
Set the following parameters and then jump
with all parameters to ICR NGSN App ID
0022305 Entry Point 100
(Jump Parameter 5 = C:<9 numeric digits>;
Jump Parameter 3 = CCR String; Jump
Parameter 6 = 0)
(Record Code Pair 71000 in CCR’s)
Else
Go to: 1038 – Date of Birth Check Condition
(Record Code Pair 70000 in CCR’s)
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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, than the caller
will proceed forward.
Requirement
ID’s
Option
MSG #
Text
Result
Action
If Yes, Right, or Yes that’s right, If Screen
Pop Flag = 1
Check Entry Point
If Entry Point 000-001
Encrypt SSN
Set the following parameters and then
jump with all parameters to ICR NGSN
App ID 0022305 Entry Point 100
(Jump Parameter 5 = K:M:00E:; Jump
Parameter 3 = CCR String; Jump
Parameter 6 = 0)
(Record Code Pair 71000 in CCR’s)
If Entry Point 008-010
Set the following parameters and then
jump with all parameters to ICR NGSN
App ID 0022305 Entry Point 100
(Jump Parameter 5 = C:<9 numeric
digits>; Jump Parameter 3 = CCR String;
Jump Parameter 6 = 0)
(Record Code Pair 71000 in CCR’s)
Else
TKSS-SSN-1030Prompt-LC-21
Digits
NA
DIGIT
STRING
“I think you said < DIGIT
STRING >, is that correct?”
Go to: 1038 – Date of Birth Check
Condition
(Record Code Pair 70000 in CCR’s)
If No or Not right, Play Message 521: “My
Mistake”. Go to: First Retry Message 202.
If 2nd No or Not right, If Screen Pop Flag =
1
Set the following parameters and then
jump with all parameters to ICR NGSN
App ID 0022305 Entry Point 100 (Jump
Parameter 5 = N:; Jump Parameter 3 =
CCR String; Jump Parameter 6 = 0)
(Record Code Pair 71100 in CCR’s)
Else
Play Message 512: ”Sorry I’m having so
much trouble”.
Play Message 213: “We’ll skip that and
move to the next piece of information”.
Set Query Flag = 2
Go to: 1038 – Date of Birth Check
Condition
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If Yes, Right, or Yes that’s right, If Screen
Pop Flag = 1
Check Entry Point
If Entry Point 000-001
Encrypt SSN
Set the following parameters and then
jump with all parameters to ICR NGSN
App ID 0022305 Entry Point 100
(Jump Parameter 5 = K:M:00E:; Jump
Parameter 3 = CCR String; Jump
Parameter 6 = 0)
(Record Code Pair 71000 in CCR’s)
If Entry Point 008-010
Set the following parameters and then
jump with all parameters to ICR NGSN
App ID 0022305 Entry Point 100
(Jump Parameter 5 = C:<9 numeric
digits>; Jump Parameter 3 = CCR String;
Jump Parameter 6 = 0)
(Record Code Pair 71000 in CCR’s)
TKSS-SSN-1030Prompt-LC-22
st
1 Invalid
Confirmation
102
“Sorry I
couldn’t tell if
you said yes
or no.”
Else
Retry Confirmation
Go to: 1038 – Date of Birth Check
Condition
(Record Code Pair 70000 in CCR’s)
If No or Not right, Play Message 521: “My
Mistake”. Go to: First Retry Message 202.
If 2nd No or Not right, If Screen Pop Flag =
1
Set the following parameters and then
jump with all parameters to ICR NGSN
App ID 0022305 Entry Point 100 (Jump
Parameter 5 = N:; Jump Parameter 3 =
CCR String; Jump Parameter 6 = 0)
(Record Code Pair 71100 in CCR’s)
Else
Play Message 512: ”Sorry I’m having so
much trouble”.
Play Message 213: “We’ll skip that and
move to the next piece of information”.
Set Query Flag = 2
Go to: 1038 – Date of Birth Check
Condition
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If Yes, Right, or Yes that’s right, If Screen
Pop Flag = 1
Check Entry Point
If Entry Point 000-001
Encrypt SSN
Set the following parameters and then
jump with all parameters to ICR NGSN
App ID 0022305 Entry Point 100
(Jump Parameter 5 = K:M:00E:; Jump
Parameter 3 = CCR String; Jump
Parameter 6 = 0)
(Record Code Pair 71000 in CCR’s)
If Entry Point 008-010
Set the following parameters and then
jump with all parameters to ICR NGSN
App ID 0022305 Entry Point 100
(Jump Parameter 5 = C:<9 numeric
digits>; Jump Parameter 3 = CCR String;
Jump Parameter 6 = 0)
(Record Code Pair 71000 in CCR’s)
TKSS-SSN-1030Prompt-LC-23
st
1 Timeout
Confirmation
100
“Sorry, I didn’t
hear
anything.”
Else
Retry Confirmation
Go to: 1038 – Date of Birth Check
Condition
(Record Code Pair 70000 in CCR’s)
If No or Not right, Play Message 521: “My
Mistake”. Go to: First Retry Message 202.
If 2nd No or Not right, If Screen Pop Flag =
1
Set the following parameters and then
jump with all parameters to ICR NGSN
App ID 0022305 Entry Point 100 (Jump
Parameter 5 = N:; Jump Parameter 3 =
CCR String; Jump Parameter 6 = 0)
(Record Code Pair 71100 in CCR’s)
Else
Play Message 512: ”Sorry I’m having so
much trouble”.
Play Message 213: “We’ll skip that and
move to the next piece of information”.
Set Query Flag = 2
Go to: 1038 – Date of Birth Check
Condition
nd
TKSS-SSN-1030Prompt-LC-24
2
Invalid/Timeout
Confirmation
User Interface Specification, June 29, 2009
Count as a Retry
Go to: 1st or 2nd Retry or Max Retries as
appropriate
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TKSS-SSN-1030-Prompt-LC-12
Retry 1
(Speech)
202
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.
TKSS-SSN-1030-Prompt-LC-16
Retry 2
(Speech)
203
Try entering it on the telephone keypad.
If Screen Pop Flag = 1
Set the following parameters and then jump with all parameters to ICR
NGSN App ID 0022305 Entry Point 100 (Jump Parameter 5 = N:; Jump
Parameter 3 = CCR String; Jump Parameter 6 = 0)
(Record Code Pair 71100 in CCR’s)
TKSS-SSN-1030-Prompt-LC-19
Max Retries
Else
Play Message 512: ”Sorry I’m having so much trouble”.
Set Query Flag = 2
Null SSN output variable
Go to: 1038 – Date of Birth Check Condition, Max Timeouts/Retries
Commands
See default settings as specified in Internal DialogModule Functionality on page 8.
Module Settings
(If caller hang up, check Screen Pop Flag.
If Screen Pop Flag = 1, record code pair 76100.
Else, record code pair 75100)
Set Confidential Flag to TRUE
1038 – Date of Birth Check Condition
Entering from
1028 – Social Security Check Condition,1030 – Social Security Number , DM1029_Screen_Pop_Check_Name
REQID
Condition
Action
TKSS-DOBCC-1038-OptionNC-1
If DoB = null
Go to: 1040 – Date of Birth
TKSS-DOBCC-1038Prompt-LC-1
If DoB = null and Max
Timeouts/Retries
Play Message 213: “We’ll skip that and move to the next piece of
information”. Go to: 1040 – Date of Birth
TKSS-DOBCC-1038-OptionNC-2
If DoB else
Report V Transactions per module note, Go to: 1048 – Place of
Birth Check Condition
Module Notes
V- SCSP -DateofBirth_1-(duration), T- SCSP -0000-(duration)
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1040 – Date of Birth
DialogModule™
Date
Entering from
1038 – Date of Birth Check Condition
Prompts
Requirement ID’s
Type
MSG #
Text
TKSS-DOB-1040-Prompt-LC-1
Initial
6
Now please tell me your date of birth. For example, you could say May
fifth, 1937.
TKSS-DOB-1040-Prompt-LC-2
Timeout 1
100
Sorry, I didn’t hear anything.
206
Try saying the month followed by the date and then the year you were
born. For example July fourth, 1976 or you may enter it on your
keypad in the format 07041976.
TKSS-DOB-1040-Prompt-LC-3
TKSS-DOB-1040-Prompt-LC-6
Max timeouts
Play Message 512: ”Sorry I’m having so much trouble”.
Go to:, 1048 – Place of Birth Check Condition, condition Max Timeouts/Retries
TKSS-DOB-1040-Prompt-LC-7
TKSS-DOB-1040-Prompt-LC-8
TKSS-DOB-1040-Prompt-LC-9
TKSS-DOB-1040-Prompt-LC-10
Retry 1
(Speech)
104
Sorry I didn’t understand.
206
Try saying the month followed by the date and then the year you were
born. For example July fourth, 1976 or you may enter it on your
keypad in the format 07041976.
Retry 1
(DTMF)
0.22.315
Your entry is invalid.
0.22.316
Please try again.
206
Try saying the month followed by the date and then the year you were
born. For example July fourth, 1976 or you may enter it on your
keypad in the format 07041976.
TKSS-DOB-1040-Prompt-LC-17
TKSS-DOB-1040-Prompt-LC-11
Max Retries
Play Message 512: ”Sorry I’m having so much trouble”.
Go to: 1048 – Place of Birth Check Condition, condition Max Timeouts/Retries.
TKSS-DOB-1040-Prompt-LC-12
More
Information
216
Option
Synonym
(s)
Date
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‘ or you may enter it on your keypad in the
format 07041976. Go ahead. What’s YOUR date of birth?
DTMF
Yes, i.e.
06271925
Action
Confirm.
Go To: 1048 – Place of
Birth Check Condition
If necessary
(Record Code Pair 70300
in CCR’s)
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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, than the caller will proceed
forward.
Requirement
ID’s
Option
TKSS-DOB-1040Prompt-LC-13
Date
Msg
#
Text
NA
DATE STRING
Result
Action
“I think you said < DATE
STRING>, is that correct?”
If Yes, Right, or Yes that’s right, Go to:
1048 – Place of Birth Check Condition
(Record Code Pair 70300 in CCR’s)
If No or Not right, Play Message 501:
”Sorry about that”. Go to: First Retry
Message 206.
If 2nd No or Not right, Play Message 213:
“We’ll skip that and move to the next piece
of information”.
Go to: 1048 – Place of Birth Check
Condition
TKSS-DOB-1040Prompt-LC-14
st
1 Invalid
Confirmation
102
“Sorry I couldn’t tell
if you said yes or
no.”
Retry Confirmation
If Yes, Right, or Yes that’s right, Go to:
1048 – Place of Birth Check Condition
(Record Code Pair 70300 in CCR’s)
If No or Not right, Play Message 501:
”Sorry about that”. Go to: First Retry
Message 206.
If 2nd No or Not right, Play Message 213:
“We’ll skip that and move to the next piece
of information”.
Go to: 1048 – Place of Birth Check
Condition
TKSS-DOB-1040Prompt-LC-15
st
1 Timeout
Confirmation
102
“Sorry I couldn’t tell
if you said yes or
no.”
Retry Confirmation
If Yes, Right, or Yes that’s right, Go to:
1048 – Place of Birth Check Condition
(Record Code Pair 70300 in CCR’s)
If No or Not right, Play Message 501:
”Sorry about that”. Go to: First Retry
Message 206.
If 2nd No or Not right, Play Message 213:
“We’ll skip that and move to the next piece
of information”.
Go to: 1048 – Place of Birth Check
Condition
TKSS-DOB-1040Prompt-LC-16
nd
Go to: Max Retries
2
Invalid/Timeout
Confirmation
TKSS-DOB-1040-Prompt-LC-8
Retry 1
(Speech)
TKSS-DOB-1040-Prompt-LC-11
Max Retries
206
Try saying the month, followed by the date, and then the year
you were born. For example July fourth, 1976 or you may enter
it on your keypad in the format 07041976.
Play Message 512: ”Sorry I’m having so much trouble”.
Go to1048 – Place of Birth Check Condition, condition Max Timeouts/Retries
Module Settings
Set Confidential Flag to TRUE
(If caller hang up, record code pair 75400)
Date_reference_date
Set reference date based on Eastern time zone, calculated previously
Date Disambiguation
Assume past
Earliest Allowed
1/1/1880
Latest Allowed
Default
Earliest expected
1/1/1900
Latest expected
Default
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Known Accepted Formats
rd
rd
Spoken as “May 3 , nineteen seventy two” or “3 of May, nineteen seventy two” or “1 8, nineteen seventy
two”
1048 – Place of Birth Check Condition
Entering from
1038 – Date of Birth Check Condition, 1040 – Date of Birth
REQID
Condition
Action
TKSS-POBCC-1048-OptionNC-1
If PoB = null
Go to: 1050 – Place of Birth
TKSS-POBCC-1048-PromptLC-1
If PoB = null and Max
Timeouts/Retries
Play Message 213: “We’ll skip that and move to the next piece of
information”. Go to: 1050 – Place of Birth
TKSS-POBCC-1048-OptionNC-2
If PoB else
Report V Transactions per module note, Go to: 1058 – First Name
Check Condition
Module Notes
V- SCSP -PoB_1-(duration), T- SCSP -0000-(duration)
1050 – Place of Birth
DialogModule™
Custom Grammar
Entering from
1048 – Place of Birth Check Condition
Prompts
Requirement ID’s
Type
TKSS-POB-1050-Prompt-LC-1
Initial
TKSS-POB-1050-Prompt-LC-2
Timeout 1
MSG #
Text
8
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.
100
Sorry, I didn’t hear anything.
208
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 ’more information’.
TKSS-POB-1050-Prompt-LC-3
TKSS-POB-1050-Prompt-LC-4
TKSS-POB-1050-Prompt-LC-5
Max
timeouts
Play Message 512: ”Sorry I’m having so much trouble”.
Retry 1
104
Sorry I didn’t understand.
208
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 ’more information’.
Go to: 1058 – First Name Check Condition, condition Max Timeouts/Retries
TKSS-POB-1050-Prompt-LC-6
TKSS-POB-1050-Prompt-LC-7
Max Retries
Play Message 512: ”Sorry I’m having so much trouble”.
Go to: 1058 – First Name Check Condition, condition Max Timeouts/Retries
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TKSS-POB-1050-Prompt-LC-8
More
Information
218
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:
American Samoa, Federated States Of Micronesia, Guam, Marshall
Islands, Northern Mariana Islands, Palau, Puerto Rico, and Virgin
Islands.
Option
Syno
nym(
s)
DTMF
Place of Birth
none
Action
Confirm.
(Record Code Pair 70500 in
CCR’s)
Always
Go to: 1058 – First Name
Check Condition
(record state as 2 character
postal code, i.e. CA or MN)
Other
none
(Record Code Pair 70500 in
CCR’s)
If necessary
Go to: 1058 – First Name
Check Condition (record
state as FF)
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, than the caller
will proceed forward.
Requirement ID’s
Option
MSG #
Text
Result
If Yes, Right, or Yes that’s right, (Record
Code Pair 70500 in CCR’s)
Go to: 1058 – First Name Check
Condition
TKSS-POB-1050Prompt-LC-9
State
Name
700-759
STATE
NAME
“I think you said < State
Name > , is that correct?”
(record state as 2 character postal code,
i.e. CA or MN)
If No or Not right, Play Message 501:
”Sorry about that”. Go to: First Retry
Message 208.
If 2nd No or Not right, Play Message 213:
“We’ll skip that and move to the next piece
of information”.
Go to: 1058 – First Name Check Condition
If Yes, Right, or Yes that’s right, (Record
Code Pair 70500 in CCR’s)
Go to: 1058 – First Name Check
Condition
(record state as FF)
TKSS-POB-1050Prompt-LC-10
Other
109
“…other…”
“I think you said “other”, is
that correct?”
If No or Not right, Play Message 501:
”Sorry about that”. Go to: First Retry
Message 208.
If 2nd No or Not right, Play Message 213:
“We’ll skip that and move to the next piece
of information”.
Go to: 1058 – First Name Check
Condition
User Interface Specification, June 29, 2009
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If Yes, Right, or Yes that’s right, “STATE”
(Record Code Pair 70500 in CCR’s)
Go to: 1058 – First Name Check
Condition
(record state as 2 character postal code,
i.e. CA or MN)
st
TKSS-POB-1050Prompt-LC-11
1 Invalid
Confirma
tion
102
“Sorry I
couldn’t tell
if you said
yes or no.”
If Yes, Right, or Yes that’s right, “OTHER”
(Record Code Pair 70500 in CCR’s)
Retry Confirmation
Go to: 1058 – First Name Check
Condition
(record state as FF)
If No or Not right, Play Message 501:
”Sorry about that”. Go to: First Retry
Message 208.
If 2nd No or Not right, Play Message 213:
“We’ll skip that and move to the next piece
of information”.
Go to: 1058 – First Name Check Condition
If Yes, Right, or Yes that’s right, “STATE”
(Record Code Pair 70500 in CCR’s)
Go to: 1058 – First Name Check
Condition
(record state as 2 character postal code,
i.e. CA or MN)
st
TKSS-POB-1050Prompt-LC-12
1
Timeout
Confirma
tion
102
“Sorry I
couldn’t tell
if you said
yes or no.”
If Yes, Right, or Yes that’s right, “OTHER”
(Record Code Pair 70500 in CCR’s)
Retry Confirmation
Go to: 1058 – First Name Check
Condition
(record state as FF)
If No or Not right, Play Message 501:
”Sorry about that”. Go to: First Retry
Message 208.
If 2nd No or Not right, Play Message 213:
“We’ll skip that and move to the next piece
of information”.
Go to: 1058 – First Name Check Condition
nd
TKSS-POB-1050Prompt-LC-13
2
Invalid/Ti
meout
Confirma
tion
TKSS-POB-1050Prompt-LC-6
Retry 1
TKSS-POB-1050Prompt-LC-7
Max
Retries
Go to: Max Retries
208
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 ’more information’.
Go to: 1058 – First Name Check Condition
Reporting
If success write PCR string V-SSSP-DM_1050-,T-SSSP-0000-,V-SSSPSITEID_-,T-SSSP-0000-
If fail write PCR string V-SSSP-DM_1050-,T-SSSP-0001-,V-SSSP-SITEID_-,T-SSSP-0000-
Requirement ID’s
Text
Please give me your first name, including the spelling. [Pause]
For example if your first name was Robin, you’d say ’Robin, R O
B I N’. Go ahead.
none
Action
Confirm.
Go to: 1068 – Last Name Check
Condition
ALWAYS
(Record Code Pair 70100 in CCR’s)
TKSS-FN-1060Prompt-LC-4
Play Message 512: ”Sorry I’m having so
much trouble”.
MaxTimeouts
Go to: 1068 – Last Name Check
Condition, condition Max Timeouts
Check SSN length = 9
If equal 9
TKSS-FN-1060Prompt-LC-8
Go to: 1075 - PostSSN-DB, Condition
Max Retries
Max Retries
Else
Go to: 1060B – First Name Spell Only
Confirmation
Requirement
ID’s
TKSS-FN-1060Prompt-LC-10
Option
First Name
MSG #
NA
Text
FIRST NAME
Result
“Let me read that back <
First Name > spelled
, did I get that
right?”
Action
If Yes, Right, or Yes that’s right,
Go to: 1068 – Last Name Check
Condition (Record Code Pair
70100 in CCR’s)
If No or Not right, Play Message
501: ”Sorry about that”.
Go to: 1075 - PostSSN-DB
Condition ‘No’ on Confirmation.
st
TKSS-FN-1060Prompt-LC-11
1 Invalid
Confirmatio
n
514
”Sorry, I didn’t catch
that. Please say “yes”
or “no”.”
If Yes, Right, or Yes that’s right,
Go to: 1068 – Last Name Check
Condition (Record Code Pair
70100 in CCR’s)
Retry Confirmation
If No or Not right, Play Message
501: ”Sorry about that”.
Go to: 1075 - PostSSN-DB
Condition ‘No’ on Confirmation.
st
TKSS-FN-1060Prompt-LC-12
1 Timeout
Confirmatio
n
514
”Sorry, I didn’t catch
that. Please say “yes”
or “no”.”
If Yes, Right, or Yes that’s right,
Go to: 1068 – Last Name Check
Condition (Record Code Pair
70100 in CCR’s)
Retry Confirmation
If No or Not right, Play Message
501: ”Sorry about that”.
Go to: 1075 - PostSSN-DB
Condition ‘No’ on Confirmation.
Apology
512
User Interface Specification, June 29, 2009
Sorry I’m having so
much trouble”.
Apology
--NA--
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nd
TKSS-FN-1060Prompt-LC-13
2
Invalid/Time
out
Confirmatio
n
TKSS-FN-1060Prompt-LC-14
Max Retries
Go to: Max Retry
Play Message 512: ”Sorry I’m having so much trouble”.
Go to: 1068 – Last Name Check Condition
Reporting
If success write PCR string V-SSSP-DM_1060-,T-SSSP-0000-,V-SSSP-SITEID_-,T-SSSP0000-
If fail write PCR string V-SSSP-DM_1060-,T-SSSP-0001-,V-SSSP-SITEID_-,T-SSSP-0000
Module Settings
Max retries set to 0
Set Confidential Flag to TRUE
(If caller hang up, record code pair 75200)
Commands
See default settings as specified in Internal DialogModule Functionality on page 8.
1060B-First Name Spell Only
DialogModule™
Custom Context Grammar
Entering from
1075 - PostSSN-DB
Prerequisite
If SSN Post Flag = 1
Load all returned from SSN Post into custom spell-only grammar
Prompts
Requirement ID’s
Type
MSG #
Text
TKSS-FN-1060-Prompt-LC-5
Initial, if
Condition =
Max Retry
305
”Sorry, just spell your first name for me.”
TKSS-FN-1060-Prompt-LC-6
Initial, if ‘No’
on
Confirmation)
310
Please spell your first name for me again. [Pause] I’ll understand
you better if you just say, ’s’, instead of, ’s as in Sam’. Go ahead.
TKSS-FN-1060-Prompt-LC-9
Spell More
Information
309
I need you to spell your first name. For example, if your first
name was Nick, you’d say, ’N I C K’.
DTMF
Requirement ID’s
Option
Synonym(s)
-na-
First Name
none
Action
Confirm.
Go to: 1068 – Last Name Check
Condition
ALWAYS
(Record Code Pair 70100 in CCR’s)
TKSS-FN-1060Prompt-LC-4
Play Message 512: ”Sorry I’m having so
much trouble”.
Max Timeouts
User Interface Specification, June 29, 2009
Go to: 1068 – Last Name Check
Condition, condition Max
Timeouts/Retries
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Play Message 512: ”Sorry I’m having so
much trouble”.
TKSS-FN-1060Prompt-LC-8
Max Retries / Respells
Go to: 1068 – Last Name Check
Condition, condition Max
Timeouts/Retries
Confirmation
Requirement
ID’s
Option
MS
G#
Text
Result
Action
If Yes, Right, or Yes that’s right,
Go to: 1068 – Last Name Check
Condition (Record Code Pair
70100 in CCR’s)
TKSS-FN-1060Prompt-LC-10
First Name
NA
FIRST NAME
“Let me read that back <
First Name > spelled
, did I get that
right?”
If No or Not right, Play Message
501: ”Sorry about that”. Go to: First
Respell.
(if name matches TNRS
result)
If 2 No or Not right Play Message
512: ”Sorry I’m having so much
trouble”.
nd
Go to: 1068 – Last Name Check
Condition, condition Max
Timeouts/Retries.
If Yes, Right, or Yes that’s right,
Go to: 1068 – Last Name Check
Condition (Record Code Pair
70100 in CCR’s)
st
TKSS-FN-1060Prompt-LC-11
1 Invalid
Confirmatio
n
514
”Sorry, I didn’t catch
that. Please say “yes” or
“no”.”
Retry Confirmation
If No or Not right, Play Message
501: ”Sorry about that”. Go to: First
Respell.
nd
If 2 No or Not right Play Message
512: ”Sorry I’m having so much
trouble”.
Go to: 1068 – Last Name Check
Condition, condition Max
Timeouts/Retries.
If Yes, Right, or Yes that’s right,
Go to: 1068 – Last Name Check
Condition (Record Code Pair
70100 in CCR’s)
st
TKSS-FN-1060Prompt-LC-12
1 Timeout
Confirmatio
n
514
”Sorry, I didn’t catch
that. Please say “yes” or
“no”.”
Retry Confirmation
If No or Not right, Play Message
501: ”Sorry about that”. Go to: First
Respell.
nd
If 2 No or Not right Play Message
512: ”Sorry I’m having so much
trouble”.
Go to: 1068 – Last Name Check
Condition, condition Max
Timeouts/Retries.
nd
TKSS-FN-1060Prompt-LC-13
2
Invalid/Time
out
Confirmatio
n
TKSS-FN-1060Prompt-LC-6
Respell 1
(Respells
are only
used after a
failed
confirmatio
n)
Go to: Max Retry
310
User Interface Specification, June 29, 2009
Please spell your first name for me again. [Pause] I’ll understand you better if you just say,
’s’, instead of, ’s as in Sam’. Go ahead.
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TKSS-FN-1060Prompt-LC-14
SSA Screen Splash Confidential
Max Retries
/ Respells
Play Message 512: ”Sorry I’m having so much trouble”.
Go to: 1068 – Last Name Check Condition
Reporting
If success write PCR string V-SSSP-DM_1060-,T-SSSP-0000-,V-SSSP-SITEID_-,T-SSSP0000-
If fail write PCR string V-SSSP-DM_1060-,T-SSSP-0001-,V-SSSP-SITEID_-,T-SSSP-0000
Module Settings
If condition = Success, load all returned names into custom spell-only grammar
If condition = Failure, use existing spell-only grammar
Max Timeouts/Retries = 0.
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
(If caller hang up, record code pair 75200)
Commands
See default settings as specified in Internal DialogModule Functionality on page 8.
1068 – Last Name Check Condition
Entering from
1060A-First Name Say and Spell, 1060B-First Name Spell Only, 1058 – First Name Check Condition
REQID
Condition
Action
TKSS-LNCC-1068-OptionNC-1
If Last Name = null
Go to: 1070A-Last Name Say and Spell
TKSS-LNCC-1068-PromptLC-1
If Last Name = null and
Max Timeouts/Retries
TKSS-LNCC-1068-OptionNC-2
If Last Name else
Play Message 213: “We’ll skip that and move to the next piece of
information”.
Go to: 1070A-Last Name Say and Spell
Report V Transactions per module note, Go to: 1078 – Mother’s
Maiden Name Check Condition
Module Notes
V- SCSP -LN_1-(duration), T- SCSP -0000-(duration)
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1070A-Last Name Say and Spell
DialogModule™
Custom Context Grammar
Entering from
1068 – Last Name Check Condition
Prompts
Requirement ID’s
Type
MSG #
Text
TKSS-LN-1070-Prompt-LC-1
Initial
401
Say and spell your last name.
TKSS-LN-1070-Prompt-LC-2
Timeout 1
402
Sorry, please give me your last name with the spelling.
TKSS-LN-1070-Prompt-LC-3
Say More
Information
404
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’.
Requirement ID’s
Option
Synonym
(s)
DT
MF
Last Name
none
Action
Confirm.
Go to: 1078 – Mother’s Maiden Name
Check Condition
ALWAYS
(Record Code Pair 70200 in CCR’s)
TKSS-LN-1070-PromptLC-4
Max timeouts
TKSS-LN-1070-PromptLC-8
Max Retries
Play Message 512: ”Sorry I’m having so
much trouble”.
Go to: 1078 – Mother’s Maiden Name
Check Condition, condition Max Timeouts
Go to: 1075 - PostSSN-DB, Condition Max
Retries
Confirmation Prompts
Requirement
ID’s
TKSS-LN-1070Prompt-LC-10
Option
Last Name
MSG #
NA
Text
LAST NAME
Result
“Let me read that back <
Last Name > spelled
, did I get that
right?”
Action
If Yes, Right, or Yes that’s right,
Go to: 1078 – Mother’s Maiden
Name Check Condition (Record
Code Pair 70200 in CCR’s)
If No or Not right, Play Message
501: ”Sorry about that”.
Go to: 1075 - PostSSN-DB
Condition ‘No’ on Confirmation.
TKSS-LN-1070Prompt-LC-11
st
1 Invalid
Confirmation
User Interface Specification, June 29, 2009
514
”Sorry, I didn’t
catch that.
Please say “yes”
or “no”.”
If Yes, Right, or Yes that’s right,
Go to: 1078 – Mother’s Maiden
Name Check Condition (Record
Code Pair 70200 in CCR’s)
Retry Confirmation
If No or Not right, Play Message
501: ”Sorry about that”.
Go to: 1075 - PostSSN-DB
Condition ‘No’ on Confirmation.
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If Yes, Right, or Yes that’s right,
Go to: 1078 – Mother’s Maiden
Name Check Condition (Record
Code Pair 70200 in CCR’s)
If No or Not right, Play Message
501: ”Sorry about that”.
TKSS-LN-1070Prompt-LC-12
st
1 Timeout
Confirmation
514
”Sorry, I didn’t
catch that.
Please say “yes”
or “no”.”
Check SSN length = 9
Retry Confirmation
If equal 9
Go to: 1075 - PostSSN-DB
Condition ‘No’ on Confirmation.
Else
Go to: 1070B – Last Name Spell
Only
Apology
512
Sorry I’m having
so much
trouble”.
Apology
nd
TKSS-LN-1070Prompt-LC-13
2
Invalid/Timeout
Confirmation
TKSS-LN-1070Prompt-LC-14
Max Retries
Go to: Max Retries
Play Message 512: ”Sorry I’m having so much trouble”.
Go to: 1078 – Mother’s Maiden Name Check Condition, condition Max Timeouts/Retries
Reporting
If success write PCR string V-SSSP-DM_1070-,T-SSSP-0000-,V-SSSP-SITEID_-,T-SSSP0000-
If fail write PCR string V-SSSP-DM_1070-,T-SSSP-0001-,V-SSSP-SITEID_-,T-SSSP-0000
Module Settings
Max retries set to 0
Set Confidential Flag to TRUE
Use returned Last Name from ANI Lookup (if present) to assist in recognition
(If caller hang up, record code pair 75300)
1070B-Last Name Spell Only
DialogModule™
Custom Context Grammar
Entering from
1075 - PostSSN-DB
Prerequisite
If SSN Post Flag = 1
Load all returned from SSN Post into custom spell-only grammar
Prompts
Requirement ID’s
Type
MSG #
Text
TKSS-LN-1070-Prompt-LC-5
Initial, if
Condition =
Max Retry
405
Sorry, just spell your last name for me.
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TKSS-LN-1070-Prompt-LC-2
Initial, if ‘No’
on
Confirmation)
410
Please spell your last name for me again. [Pause] For example, I’ll
understand you better if you just say, ’s’, instead of, ’s as in Sam’.
Go ahead.
TKSS-LN-1070-Prompt-LC-9
Spell More
Information
409
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’.
Requirement ID’s
Option
Synonym
(s)
DT
MF
Last Name
none
Action
Confirm.
Go to: 1078 – Mother’s Maiden Name
Check Condition
ALWAYS
(Record Code Pair 70200 in CCR’s)
Play Message 512: ”Sorry I’m having so
much trouble.”
TKSS-LN-1070-PromptLC-4
Max Timeouts
Go to: 1078 – Mother’s Maiden Name
Check Condition, condition Max
Timeouts/Retries
Play Message 512: ”Sorry I’m having so
much trouble.”
TKSS-LN-1070-PromptLC-8
Max Retries / Respells
Go to: 1078 – Mother’s Maiden Name
Check Condition, condition Max
Timeouts/Retries
Confirmation Prompts
Requirement
ID’s
Option
MSG #
Text
Result
Action
If Yes, Right, or Yes that’s right,
Go to: 1078 – Mother’s Maiden
Name Check Condition (Record
Code Pair 70200 in CCR’s)
TKSS-LN-1070Prompt-LC-10
Last Name
NA
LAST NAME
“Let me read that back <
Last Name > spelled
, did I get that
right?”
If No or Not right, Play Message
501: ”Sorry about that”. Go to:
First Respell.
(if name matches TNRS
result)
If 2 No or Not right Play
Message 512: ”Sorry I’m having
so much trouble”.
nd
Go to:1078 – Mother’s Maiden
Name Check Condition
condition Max Timeouts/Retries.
If Yes, Right, or Yes that’s right,
Go to: 1078 – Mother’s Maiden
Name Check Condition (Record
Code Pair 70200 in CCR’s)
TKSS-LN-1070Prompt-LC-11
st
1 Invalid
Confirmation
514
”Sorry, I didn’t
catch that.
Please say “yes”
or “no”.”
Retry Confirmation
If No or Not right, Play Message
501: ”Sorry about that”. Go to:
First Respell.
nd
If 2 No or Not right Play
Message 512: ”Sorry I’m having
so much trouble”.
Go to:1078 – Mother’s Maiden
Name Check Condition
condition Max Timeouts/Retries
User Interface Specification, June 29, 2009
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If Yes, Right, or Yes that’s right,
Go to1078 – Mother’s Maiden
Name Check Condition (Record
Code Pair 70200 in CCR’s)
TKSS-LN-1070Prompt-LC-12
st
1 Timeout
Confirmation
514
”Sorry, I didn’t
catch that.
Please say “yes”
or “no”.”
If No or Not right, Play Message
501: ”Sorry about that”. Go to:
First Respell
Retry Confirmation
nd
If 2 No or Not right Play
Message 512: ”Sorry I’m having
so much trouble”.
Go to:1078 – Mother’s Maiden
Name Check Condition
condition Max Timeouts/Retries
nd
TKSS-LN-1070Prompt-LC-13
2
Invalid/Timeout
Confirmation
TKSS-LN-1070Prompt-LC-6
Respell 1
(Respells are
only used after a
failed
confirmation)
TKSS-LN-1070Prompt-LC-14
Max Retries /
Respells
Go to: Max Retries
410
Please spell your last name for me again. [Pause] For example, I’ll understand you
better if you just say, ’s’, instead of, ’s as in Sam’. Go ahead.
Play Message 512: ”Sorry I’m having so much trouble”.
Go to: 1078 – Mother’s Maiden Name Check Condition, condition Max Timeouts/Retries
Reporting
If success write PCR string V-SSSP-DM_1070-,T-SSSP-0000-,V-SSSP-SITEID_-,T-SSSP0000-
If fail write PCR string V-SSSP-DM_1070-,T-SSSP-0001-,V-SSSP-SITEID_-,T-SSSP-0000
Module Settings
If condition = Success, load all returned names into custom spell-only grammar
If condition = Failure, use existing spell-only grammar, Use returned Last Name from ANI Lookup (if present) to assist in recognition
Max Timeouts/Retries = 0.
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
Use returned Last Name from ANI Lookup (if present) to assist in recognition
(If caller hang up, record code pair 75300)
1075-PostSSN-DB
Database Query
In this DM, the collected SSN is “posted” using the TNRS request.
Entering from
1060A-First Name Say and Spell, 1070A-Last Name Say and Spell
Prerequisite
REQID
Condition
User Interface Specification, June 29, 2009
Action
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--NA--
SSN Post Flag = 0
Continue in this form
TKSS-PSSN-1075-Option-NC-11
SSN Post Flag = 1, Entering from
First Name, Max Retries
Go to: 1060B-First Name Spell Only, Condition
Failure , Max Retries
TKSS-PSSN-1075-Option-NC-12
SSN Post Flag = 1, Entering from
First Name ‘No’ on Confirmation
Go to: 1060B-First Name Spell Only, Condition
Failure, No’ on Confirmation
TKSS-PSSN-1075-Option-NC-13
SSN Post Flag = 1, Entering from
Last Name, Max Retries
Go to:1070B-Last Name Spell Only, Condition
Failure, Max Retries
TKSS-PSSN-1075-Option-NC-14
SSN Post Flag = 1, Entering from
Last Name ‘No’ on Confirmation
Go to: 1070B-Last Name Spell Only, Condition
Failure, No’ on Confirmation
Input Field
Description
Value
SSN
The SSN collected in 5020-GetSSNumberSSN
SSN: 9-digit SSN
associatedAppID
Varchar (8 digits max)
TKSS,
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
All First Name, Last Name, associated with the ANI/SSN.
Req ID
Condition
Action
TKSS-PSSN-1075-Option-NC-1
If Success and First Name, Max
Retries
Set SSN Post Flag to 1, Go to: 1060B-First
Name Spell Only, Condition Success , Max
Retries
TKSS-PSSN-1075-Option-NC-2
If Success and First Name ‘No’ on
Confirmation
Set SSN Post Flag to 1, Go to: 1060B-First
Name Spell Only, Condition Success, No’ on
Confirmation
TKSS-PSSN-1075-Option-NC-3
If Success and Last Name, Max
Retries
Set SSN Post Flag to 1, Go to:1070B-Last
Name Spell Only, Condition Success, Max
Retries
TKSS-PSSN-1075-Option-NC-4
If Success and Last Name ‘No’ on
Confirmation
Set SSN Post Flag to 1, Go to: 1070B-Last
Name Spell Only, Condition Success, No’ on
Confirmation
TKSS-PSSN-1075-Option-NC-7
Else and First Name, Max Retries
Set SSN Post Flag to 1, Go to: 1060B-First
Name Spell Only, Condition Failure , Max
Retries
TKSS-PSSN-1075-Option-NC-8
Else and First Name ‘No’ on
Confirmation
Set SSN Post Flag to 1, Go to: 1060B-First
Name Spell Only, Condition Failure, No’ on
Confirmation
TKSS-PSSN-1075-Option-NC-9
Else and Last Name, Max Retries
Set SSN Post Flag to 1, Go to:1070B-Last
Name Spell Only, Condition Failure, Max
Retries
TKSS-PSSN-1075-Option-NC-10
Else and Last Name ‘No’ on
Confirmation
Set SSN Post Flag to 1, Go to: 1070B-Last
Name Spell Only, Condition Failure, No’ on
Confirmation
Reporting
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Developer Notes
1078 – Mother’s Maiden Name Check Condition
Entering from
1068 – Last Name Check Condition ,1070A-Last Name Say and Spell, 1070B-Last Name Spell Only
REQID
Condition
Action
TKSS-MMNCC-1078-OptionNC-1
If Mother’s Maiden Name =
null
Go to: 1080 – Mother’s Maiden Name
TKSS-MMNCC-1078Prompt-LC-1
If Mother’s Maiden Name =
null and Max
Timeouts/Retries
Play Message 213: “We’ll skip that and move to the next piece of
information”. Go to: 1080 – Mother’s Maiden Name
TKSS-MMNCC-1078Prompt-LC-2
If Mother’s Maiden Name
else
Report V Transactions per module note, Play message 523:
“Please hold while your call is transferred to a customer service
representative”. Go to: Ping.
Module Notes
V- SCSP -MMN_1-(duration), T- SCSP -0000-(duration)
1080 – Mother’s Maiden Name
DialogModule™
Custom Context Grammar
Entering from
1078 – Mother’s Maiden Name Check Condition
Prompts
Requirement ID’s
Type
MSG #
Text
TKSS-MMN-1080-Prompt-LC-1
Initial
601
Next say and spell your mother’s maiden last name. If you don’t
know it, say ‘none’.
TKSS-MMN-1080-Prompt-LC-2
Timeout 1
602
Sorry, please give me your mother's maiden last name with the
spelling, if you don’t know, say ’None’.
TKSS-MMN-1080-Prompt-LC-3
Say More
Information
(only heard
after initial
prompt or
Timeout)
604
I need you to say your mother's maiden last name and then spell
it for me or if you don’t know, say ’None‘. For example, if your
mother's maiden last name was Smith, you’d say, ’Smith, S M I T
H’.
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If Query Flag = 2
Play Message 512: ”Sorry I’m having so much trouble”.
Play Message 523: “Please hold while your call is
transferred to a customer service representative”.
Play Music on Hold (Paradise)
TKSS-MMN-1080-Prompt-LC-4
Max timeouts
Go to: Transit DB
Else
Play Message 512: ”Sorry I’m having so much trouble”.
Play Message 523: “Please hold while your call is
transferred to a customer service representative”.
Play Music on Hold (Paradise)
Go to: Ping
TKSS-MMN-1080-Prompt-LC-5
Retry 1
605
Sorry, just spell your mother's maiden last name for me.
If Query Flag = 2
Play Message 512: ”Sorry I’m having so much trouble”.
Play Message 523: “Please hold while your call is
transferred to a customer service representative”.
Play Music on Hold (Paradise)
TKSS-MMN-1080-Prompt-LC-8
Max Retries /
Respells
Go to: Transit DB
Else
Play Message 512: ”Sorry I’m having so much trouble”.
Play Message 523: “Please hold while your call is
transferred to a customer service representative”.
Play Music on Hold (Paradise)
Go to: Ping
TKSS-MMN-1080-Prompt-LC-9
Spell More
Information
(only heard if
More
Information is
spoken during
the
Respell/Retry
process)
609
I need you to spell your mother's maiden last name. For example,
if your mother's maiden last name was Smith, you’d say ’S M I T
H’.
Option
Synonym
(s)
DTMF
Mother’s Maiden Name
none
Action
Confirm.
If Query Flag = 2
ALWAYS
Play Message 523: “Please
hold while your call is
transferred to a customer
service representative”.
Play Music on Hold (Paradise)
Go to: Transit DB
Else
Play Message 523: “Please
hold while your call is
transferred to a customer
service representative”.
Play Music on Hold (Paradise)
Go to: Ping
(Record Code Pair 70400 in
CCR’s)
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None
none
If Query Flag = 2
Play Message 523: “Please
hold while your call is
transferred to a customer
service representative”.
Play Music on Hold (Paradise)
Go to: Transit DB
Else
Play Message 523: “Please
hold while your call is
transferred to a customer
service representative”.
Play Music on Hold (Paradise)
Go to: Ping
(record blank in MMN field)
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, than the caller
will proceed forward.
Requirement ID’s
Option
MS
G#
Text
Result
If Yes, Right, or Yes that’s right, If
Query Flag = 2
Play Message
523: “Please hold while your call is
transferred to a customer service
representative”.
Play Music on Hold (Paradise)
Go to: Transit DB
Else
Play Message 523: “Please hold
while your call is transferred to a
customer service representative”.
Play Music on Hold (Paradise)
Go to: Ping (Record Code Pair
70400 in CCR’s)
TKSS-MMN-1080Prompt-LC-10
Mother’s
Maiden
Name
NA
LAST NAME
“Let me read that back.
Last Name < Mother’s
Maiden Name > spelled
, did I get that
right?”
If No or Not right, Play Message 501:
”Sorry about that”. Go to: First
Respell
If 2nd No or Not right,
If Query Flag = 2
Play Message 512: ”Sorry I’m having
so much trouble”.
Play Message 523: “Please hold
while your call is transferred to a
customer service representative”.
Play Music on Hold (Paradise)
Go to: Transit DB
Else
Play Message 512: ”Sorry I’m having
so much trouble”.
Play Message 523: “Please hold
while your call is transferred to a
customer service representative”.
Play Music on Hold (Paradise)
Go to: Ping
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If Yes, Right, or Yes that’s right,
If Query Flag = 2
Play Message 523: “Please hold
while your call is transferred to a
customer service representative”.
Play Music on Hold (Paradise)
Go to: Transit DB
Else
Play Message 523: “Please hold
while your call is transferred to a
customer service representative”.
Play Music on Hold (Paradise)
Go to: Ping
TKSS-MMN-1080Prompt-LC-11
None
108
“…none…”
“I think you said none, is
that correct?”
If No or Not right, Play Message 501:
”Sorry about that”. Go to: First
Respell.
If 2nd No or Not right,
If Query Flag = 2
Play Message 512: ”Sorry I’m having
so much trouble”.
Play Message 523: “Please hold
while your call is transferred to a
customer service representative”.
Play Music on Hold (Paradise)
Go to: Transit DB
Else
Play Message 512: ”Sorry I’m having
so much trouble”.
Play Message 523: “Please hold
while your call is transferred to a
customer service representative”.
Play Music on Hold (Paradise)
Go to: Ping
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If Yes, Right, or Yes that’s right,
“MMN”
If Query Flag = 2
Play Message 523: “Please hold
while your call is transferred to a
customer service representative”.
Play Music on Hold (Paradise)
Go to: Transit DB
Else
Play Message 523: “Please hold
while your call is transferred to a
customer service representative”.
Play Music on Hold (Paradise)
Go to: Ping (Record Code Pair
70400 in CCR’s)
If Yes, Right, or Yes that’s right,
“Other”
If Query Flag = 2
Play Message 523: “Please hold
while your call is transferred to a
customer service representative”.
Play Music on Hold (Paradise)
Go to: Transit DB
st
TKSS-MMN-1080Prompt-LC-12
1 Invalid
Confirmatio
n
514
”Sorry, I didn’t catch
that. Please say “yes”
or “no”.”
Else
Retry Confirmation
Play Message 523: “Please hold
while your call is transferred to a
customer service representative”.
Play Music on Hold (Paradise)
Go to: Ping
If No or Not right, Play Message 501:
”Sorry about that”. Go to: First
Respell
If 2nd No or Not right,
If Query Flag = 2
Play Message 512: ”Sorry I’m having
so much trouble”.
Play Message 523: “Please hold
while your call is transferred to a
customer service representative”.
Play Music on Hold (Paradise)
Go to: Transit DB
Else
Play Message 512: ”Sorry I’m having
so much trouble”.
Play Message 523: “Please hold
while your call is transferred to a
customer service representative”.
Play Music on Hold (Paradise)
Go to: Ping
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If Yes, Right, or Yes that’s right,
“MMN”
If Query Flag = 2
Play Message 523: “Please hold
while your call is transferred to a
customer service representative”.
Play Music on Hold (Paradise)
Go to: Transit DB
Else
Play Message 523: “Please hold
while your call is transferred to a
customer service representative”.
Play Music on Hold (Paradise)
Go to: Ping (Record Code Pair
70400 in CCR’s)
If Yes, Right, or Yes that’s right,
“Other”
If Query Flag = 2
Play Message 523: “Please hold
while your call is transferred to a
customer service representative”.
Play Music on Hold (Paradise)
Go to: Transit DB
st
TKSS-MMN-1080Prompt-LC-13
1 Timeout
Confirmatio
n
514
”Sorry, I didn’t catch
that. Please say “yes”
or “no”.”
Else
Retry Confirmation
Play Message 523: “Please hold
while your call is transferred to a
customer service representative”.
Play Music on Hold (Paradise)
Go to: Ping
If No or Not right, Play Message 501:
”Sorry about that”. Go to: First
Respell
If 2nd No or Not right,
If Query Flag = 2
Play Message 512: ”Sorry I’m having
so much trouble”.
Play Message 523: “Please hold
while your call is transferred to a
customer service representative”.
Play Music on Hold (Paradise)
Go to: Transit DB
Else
Play Message 512: ”Sorry I’m having
so much trouble”.
Play Message 523: “Please hold
while your call is transferred to a
customer service representative”.
Play Music on Hold (Paradise)
Go to: Ping
TKSS-MMN-1080Prompt-LC-14
TKSS-MMN-1080Prompt-LC-6
nd
Go to: Max Retries
2
Invalid/Time
out
Confirmatio
n
Respell 1
(Respells
are only
used after a
failed
confirmatio
n)
610
User Interface Specification, June 29, 2009
Please spell your mother's maiden last name for me again. [Pause] For example, I’ll
understand you better if you just say ’s’, instead of ’s as in Sam’. Go ahead.
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TKSS-MMN-1080Prompt-LC-7
SSA Screen Splash Confidential
Respell 2
(Respells
are only
used after a
failed
confirmatio
n)
612
Sorry I didn’t catch that. Go ahead and spell your mother's maiden last name for me.
If Query Flag = 2
Play Message 512: ”Sorry I’m having so much trouble”.
Play Message 523: “Please hold while your call is transferred to a customer service
representative”.
Play Music on Hold (Paradise)
Go to: Transit DB
TKSS-MMN-1080Prompt-LC-8
Max Retries
/ Respells
Else
Play Message 512: ”Sorry I’m having so much trouble”.
Play Message 523: “Please hold while your call is transferred to a customer service
representative”.
Play Music on Hold (Paradise)
Go to: Ping
Reporting
If success write PCR string V-SSSP-DM_1080-,T-SSSP-0000-,V-SSSP-SITEID_-,T-SSSP-0000-
If fail write PCR string V-SSSP-DM_1080-,T-SSSP-0001-,V-SSSP-SITEID_,T-SSSP-0000-
4 digits
18 digits
2 digits