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

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

change of address form

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

OMB: 0960-0596

⚠️ Notice: This form may be outdated.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

Document [pdf]

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

3.8
Change of Address
Transfer of Voice Data Collection

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

Change of Address / Direct Deposit

Nuance/Social Security Administration -- Confidential

Document History
Date

Spec

App

Summary of Changes

Revised by

12/10/04

1.0

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

Paul Sawyer

12/15/04

1.1

1.0

Paul Sawyer

12/17/04

1.2

1.0

12/21/04

1.3

1.0

1/6/05

1.4

1.0

3/1/05

1.5

1.0

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

3/4/05

1.6

1.0

Revised Requirement IDs in 4040, 4070, 4080, 4300

Steven Ligi

3/9/05

2.0

1.0

1. Add silence spacer in 4035.

Paul Sawyer

05/02/05

2.1

1.0

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

Paul Sawyer

06/03/05

2.2

1.0

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

Paul Sawyer

06/06/05

2.3

1.0

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

Paul Sawyer

08/15/2005

2.4

1.0

Single change following the tuning report recommendations.

Nadine Ozkan

Paul Sawyer

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

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

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10/22/05

2.5

1.0

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Changes following second tuning.

Paul Sawyer

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

2.6

1.0

Changes following Tuning 3:

Paul Sawyer

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

2.7

1.0

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

Phil Profili

22 Aug 06

2.8

1.0

Changes resulting from Tuning 4.

Paul Sawyer

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

2.9

1.0

Added message numbers to all prompts

Sean Stallings
VZB

21 May 07

28 June 07

2.91

2.92

1.0

Removed 4300

Sean Stallings

Updated 4070

VZB

Updated Message Number 40305

Sean Stallings
VZB

29 June 07

2.93

1.0

Corrected typo/formatting errors in 4050

Sean Stallings

06 Sept 07

2.94

1.0

Removed Global Defaults from retry 1 and retry 2 prompts

Sean Stallings

VZB

VZB
08 Sept 07

2.95

1.0

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

Sean Stallings

17 Oct 07

2.96

1.0

Added global default tag to all retry 1 and 2 prompts

Sean Stallings

VZB

VZB
24 Oct 07

2.97

1.0

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

29 Oct 07

28 Feb 08

04 Mar 08

2.98

2.99

3.0

1.0

Sean Stallings
VZB

Added “still” to message 40005 in DM 4000

Sean Stallings

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

VZB

Added DM 3999

Sean Stallings

Added DM 4005

VZB

Added in new logic for Check Condition modules

Sean Stallings
VZB

10 Mar 08

3.1

1.0

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

4 Apr 08

3.2

1.0

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

Sean Stallings
VZB

User Interface Specification

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16 September 2008

Sean Stallings

3 of 18

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VZB
11 Apr 08

14 Apr 08

3.3

3.4

1.0

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

Sean Stallings

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

Sean Stallings

28 Apr 08

3.5

1.0

Added privacy statement to Section 2.1

01 May 08

3.6

1.0

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

02 May 08

3.7

1.0

Corrected reporting stings, replaced KBPW with COAD

VZB

VZB
Sean Stallings
VZB
Sean Stallings
VZB
16
September
08

3.8

1.0

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

Sean Stallings
VZB

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Table of Contents
Chapter 1:

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

Chapter 2:

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

Chapter 3:

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

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

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Chapter 2: Global Behavior
Formatted: Bullets and Numbering

2.1

Privacy
No information collected in this application is considered sensitive.

2.2

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

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Chapter 3: Detailed Dialog Specification
3.1

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

Formatted: Normal

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

Entering from

Deleted: 1350 in the Global section

Global (1350-CallCOA-Code)

Prompts
Message Numbers

Type / Name

Wording

40001

4000-COA-ChgWhat-Prompt-Initial

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

40002

4000-COA-ChgWhat-Prompt-Retry1

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

40003

4000-COA-ChgWhat-Prompt-Retry2

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

40004

4000-COA-ChgWhat-Prompt-Timeout1

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

40005

4000-COA-ChgWhat-Prompt-Timeout2

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

40006

4000-COA-ChgWhat-Prompt-Help

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

Option

Vocabulary

4000-COA-ChgWhat-Option-Addr

change [my]
address

change [my]
phone [number]

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

Action

Confirm.

NeedPhone := false

If necessary

Go to:
4010-GetAdrs-VM

4000-COA-ChgWhat-Option-Phone

4000-COA-ChgWhat-Option-Both

NeedPhone := true

If necessary

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

If necessary

Go to:
4010-GetAdrs-VM

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Confirmation prompts
Message Numbers

Option / Name

Wording

40007

4000-COA-ChgWhat-ConfPrompt-Addr

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

40008

4000-COA-ChgWhat-ConfPrompt-Phone

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

40009

4000-COA-ChgWhat-ConfPrompt-Both

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

DialogModule parameters
Parameter

Value

4000-COA-ChgWhat-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

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

0000 = Success
0001 = Error

-Call duration at
process end

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

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

Deleted: ,

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

Entering from

Deleted: 4000-ChgWhat-VM

4000-ChgWhat-VM

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Prompts
Type / Name

Wording

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

Option

Vocabulary

4010-COA-GetAdrs-Option-done

—

DTMF

—

Action

Confirm.

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

—

Confirmation prompts
Option / Name

Wording

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

For Address OSDM prompting see Address DialogModule Technical Supplement

DialogModule parameters
Parameter

Value

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

FALSE

overallconfirmation

ALWAYS

incomplete timeout

2250 msec

max speech duration

20,000 msec

augment yes/no grammar

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

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

0000 = Success
0001 = Error

-Call duration at
process end

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

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

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

Entering from
4010-GetAdrs-VM

Req ID

Condition

Action

4020-COA-NeedPhone-Condition-Need

IF NeedPhone

Go to: 4025-PhoneType-VM

4020-COA-NeedPhone-Condition-DontNeed

Else

Go to: 4035-GetEffDate-VM

Event logging

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

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

Prompts
Message Numbers

Type / Name

Wording

40251

4025-COA-PhoneType-Prompt-Initial

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

40252

4025-COA-PhoneType-PromptRetry1

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

40253

4025-COA-PhoneType-PromptRetry2

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

40254

4025-COA-PhoneType-PromptTimeout1

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

40255

4025-COA-PhoneType-PromptTimeout2

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

40256

4025-COA-PhoneType-Prompt-Help

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

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DTMF

Option

Vocabulary

4025-COA-PhoneType-Option-Home

home [phone | telephone]

Action

Confirm.

PhoneType := home

If necessary

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

work [phone | telephone]

4025-COA-PhoneType-Option-Attorney

attorney [phone | telephone]

If necessary

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

If necessary

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

other [phone | telephone]

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

If necessary

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

no [phone | telephone]

I don't have a [phone |
telephone]

PhoneType := nophone

If necessary

Go to: 4035-GetEffDate-VM

Confirmation prompts
Message Numbers

Option / Name

Wording

40257

4025-COA-PhoneTypeConfPrompt-Home

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

40258

4025-COA-PhoneTypeConfPrompt-Work

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

40259

4025-COA-PhoneTypeConfPrompt-Attorney

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

40260

4025-COA-PhoneTypeConfPrompt-Other

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

40261

4025-COA-PhoneTypeConfPrompt-NoPhone

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

DialogModule parameters
Parameter

Value

4025-COA-PhoneType-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

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

0000 = Success
0001 = Error

-Call duration at
process end

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

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Developer notes

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

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

Prompts
Message Number

Type / Name

Wording

40301

4030-COA-GetPhone-PromptInitial

What’s your new phone number with area code?

40302

4030-COA-GetPhone-PromptRetry1

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

40303

4030-COA-GetPhone-PromptRetry2

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

40304

4030-COA-GetPhone-PromptTimeout1

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

40305

4030-COA-GetPhone-PromptTimeout2

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

40306

4030-COA-GetPhone-PromptHelp

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

Option

Vocabulary

DTMF

Action

Confirm.

4030-COA-GetPhone-Option-Phone

<#>

Go to: 4035-GetEffDate-VM

always

Confirmation prompts
Message Numbers

Option / Name

Wording

4030-COA-GetPhoneConfPrompt-Phone

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

DialogModule parameters
Parameter

Value

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

Yes

Listen for local (7-digit phone numbers)

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

Listen for extensions

after_end_of_speech_timeout (incompletetimeout)

2500 ms  note non-default value

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

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max speech duration

12,000 msec

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

0000 = Success
0001 = Error

-Call duration at
process end

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

Developer notes
Note we always confirm.

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

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

Prompts
Message Numbers

Type / Name

Wording

40351

4035-COA-GetEffDate-Prompt-Initial

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

40352

4035-COA-GetEffDate-Prompt-Retry1

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

40353

4035-COA-GetEffDate-Prompt-Retry2

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

40354

4035-COA-GetEffDate-Prompt-Timeout1

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

40355

4035-COA-GetEffDate-Prompt-Timeout2

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

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40356

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4035-COA-GetEffDate-Prompt-Help1

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

00500

silence_500

[500 ms silence]

40357

4035-COA-GetEffDate-Prompt-Help2

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

Option

Vocabulary

4035-COA-GetEffDate-Option-Date

DTMF

4035-COA-GetEffDate-OptionImmediately

as soon as possible

<...>

Action

Confirm.

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

Always

Go to: 4040-Sending-Msg
—

right away

Never

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

Confirmation prompts
Message Numbers

Req ID

Option

Name / Wording

4035-COA-GetEffDateConfPrompt-Date

Date

Confirm full date including year.

Result

DialogModule parameters
Parameter

Value

4035-COA-GetEffDate-Parameter
date_reference_date

System date

date_range_allowed_earliest

(current date) – 1 year  see note

date_range_allowed_latest

last day of (current_month + 3 months)

date_range_expected_earliest

current date

date_range_expected_latest

last day of (current_month + 3 months)

date_disambiguation_mode

ASSUME_CLOSEST

after_end_of_speech_timeout (incomplete timeout)

1500 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

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

0000 = Success
0001 = Error

-Call duration at
process end

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

User Interface Specification

COA-TVDC v3.8

16 September 2008

15 of 18

Change of Address / Direct Deposit

Nuance/Social Security Administration -- Confidential

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

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

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

Prompts
Message Number

Name

Wording

40401

4040-COA-Sending-Prompt1

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

Req ID

Condition

Action

4040-COA-Sending-Condition-Always

Always

Go to: 4050-DatabaseSend-DB

Event logging
Developer notes
No barge-in

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

Entering from
4040-Sending-Msg

Input Field

Description

new address
new phone number

Output Field

Description

success / failure status

Req ID

Condition

Action

4050-COA-DatabaseSend-Condition-Always

always

Go to: 4060-CheckDBstatus-Check

Event logging

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

User Interface Specification

COA-TVDC v3.8

16 September 2008

16 of 18

Change of Address / Direct Deposit

Nuance/Social Security Administration -- Confidential

Entering from
4050-DatabaseSend-DB

Req ID

Condition

Action

4060-COA-CheckDBstatus-Condition-Succ

IF Success

Go to: 4070-SaySuccess-Msg

4060-COA-CheckDBstatus-Condition-Fail

Else Failure

Go to: 4080-SayFailure-Msg

Event logging

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

Entering from
4060-CheckDBstatus-Check

Prompts
Message Number

Name

Wording

40701

4070-COA-SaySuccess-Prompt1

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

4070-COA-SaySuccess-Prompt2

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

Req ID

Condition

Action

4070-COA-SaySuccess-Condition-Always

Always

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

Event logging
Developer notes
No barge-in

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

Entering from
4060-CheckDBstatus-Check

Prompts
Message Number

Name

Wording

40801

4080-COA-SayFailure-Prompt1

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

Req ID

Condition

Action

4080-COA-SayFailure-Condition-Always

Always

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

Event logging
Developer notes
No barge-in

User Interface Specification

COA-TVDC v3.8

16 September 2008

17 of 18

Change of Address / Direct Deposit

Nuance/Social Security Administration -- Confidential

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

Entering from
any DM in this section

Prompts
Name

Wording

4300-COA-COADMfailure-Prompt1

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

Req ID

Condition

Action

4300-COA-COADMfailure-Condition-Always

Always

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

Event logging
Developer notes
No barge-in

—End of Specification —

User Interface Specification

COA-TVDC v3.8

16 September 2008

18 of 18

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