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

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

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

OMB: 0960-0596

⚠️ Notice: This form may be outdated.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

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

Direct Deposit

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.

2.23

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Document History
Date

Spec

App

Summary of Changes

Revised by

01/10/05

1.0

Initial version.

Paul Sawyer

01/18/05

1.1

1.0

Changes based on review and submitted comments:

Paul Sawyer

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

1.2

1.0

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

Paul Sawyer

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

1.3

1.0

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

Steven Ligi

03/11/05

2.0

1.0

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

Paul Sawyer

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

2.1

1.0

Changes following usability testing.

Paul Sawyer

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

2.2

1.0

Changes following review.

Paul Sawyer

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

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.

User Interface Specification

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04/25/05

2.3

1.0

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

Paul Sawyer

06/03/05

2.4

1.0

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

Paul Sawyer

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

2.5

1.0

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

Paul Sawyer &
Nadine Ozkan

Change following tuning report recommendations (Nadine Ozkan):

10/20/2005

2.6

1.0

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

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

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

Paul Sawyer

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

2.7

1.0

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

Paul Sawyer

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

2.8

1.0

Changes following Tuning 3:

Paul Sawyer

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

2.9

1.0

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

Phil Profili

Help
22 Aug 06

2.10

1.0

Changes resulting from Tuning 4.

Paul Sawyer

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

2.11

1.0

Added message numbers to all prompts

Sean Stallings
VZB

01 May 07

2.12

1.0

Updated 6210 per Nuances direction

Sean Stallings
VZB

21 May 07

2.13

1.0

6050 updated, corrected minor typographical errors.

Sean Stallings
VZB

22 Aug 07

2.14

1.0

Updated title and header

Sean Stallings
VZB

06 Sep 07

2.15

1.0

User Interface Specification

Corrected number for message number 60536

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Sean Stallings

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24 Oct 07

29 Feb 08

17 Apr 08

01 May 08

2.16

1.0

2.17

1.0

2.18

1.0

2.19

1.0

Verizon Business-- Confidential

Removed default globals from retry 1 and retry 2 prompts

VZB

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

Sean Stallings

Added privacy statement to Global Behavior chapter.

Sean Stallings

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

VZB

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

Sean Stallings

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

VZB

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

VZB

Sean Stallings
VZB

02 May 08

2.20

1.0

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

Sean Stallings
VZB

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

2.21

16
September
08

2.22

02
February
09

2.23

1.0

Highlighted Barge-in changes in pink

Sean Stallings
VZB

1.0

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

Sean Stallings
VZB

1.0

Updated Header

Sean Stallings
VZB

User Interface Specification

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Table of Contents
Chapter 1:

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

Chapter 2:

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

Chapter 3:

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

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

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Chapter 2: Global Behavior
2.1

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

2.2

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

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Chapter 3: Detailed Dialog Specification
3.1

Call-Flow Tables

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

Entering from
Global (1450CallDD-Code)

Prompts
Message Numbers

Name

Wording

60001

6000-DD-IntroDD-Prompt1

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

Req ID

Condition

Action

6000-DD-IntroDD-Condition-Always

Always

Go to: 6040-WhatType-VM

Event logging
Developer notes
No barge-in

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

Entering from
6040-WhatType-VM

Prompts
Message numbers

Name

Wording

60301

6030-DD-CantHelpPrompt1

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

Req ID

Condition

Action

6030-DD-CantHelp-Condition-Always

Always

Return to Global (1450CallDD-Code)

Event logging
Developer notes
No barge-in

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

Entering from
6000-IntroDD-Msg

Prompts
Message Numbers

Type / Name

Wording

60401

6040-DD-WhatType-Prompt-Initial

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

60402

6040-DD-WhatType-Prompt-Retry1

Please say Checking, Savings, or Investment.

60403

6040-DD-WhatType-Prompt-Retry2

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

60404

6040-DD-WhatType-Prompt-Timeout1

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

60405

6040-DD-WhatType-Prompt-Timeout2

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

60407

6040-DD-WhatType-Prompt-Help

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

50394

6040-DD-WhatType-Prompt-Success

Got it.
DTMF

Option

Vocabulary

Action

Confirm.

6040-DD-WhatType-Option-checking

[it's a] checking [account]

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

If necessary

6040-DD-WhatType-Option-savings

[it's a] savings [account]

remember the value
play Success prompt

If necessary

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

[it's an] investment
[account]

remember the value
play Success prompt

If necessary

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

I don’t have one

Go to: 6030-CantHelp-Msg

if necessary

remove Agent synonyms
from global grammar for
this DM.

Confirmation prompts
Message Numbers

60408
60409

User Interface Specification

Option / Name

Wording

6040-DD-WhatType-ConfPromptchecking

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

6040-DD-WhatType-ConfPrompt-savings

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

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60410

6040-DD-WhatType-ConfPromptinvestment

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

60411

6040-DD-WhatType-ConfPromptDontHave

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

DialogModule parameters
Parameter

Value

6040-DD-WhatType-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

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

0000 = Success
0001 = Error

-Call duration at
process end

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

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

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

Entering from
6040-WhatType-VM

Prompts
60501

User Interface Specification

Type / Name

Wording

6050-DDEffectiveMonthPrompt-Initial

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

6050-DDEffectiveMonthPrompt-MonthChoices

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60502

60503

60504

60505

60506

60507

60508

Verizon Business-- Confidential

6050-DDEffectiveMonthPrompt-Retry1

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

6050-DDEffectiveMonthPrompt-MonthChoices

as above

6050-DDEffectiveMonthPrompt-Retry2

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

6050-DDEffectiveMonthPrompt-MonthChoices

as above

6050-DDEffectiveMonthPrompt-Timeout1

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

6050-DDEffectiveMonthPrompt-MonthChoices

as above

6050-DDEffectiveMonthPrompt-Timeout2

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

6050-DDEffectiveMonthPrompt-MonthChoices

as above

6050-DDEffectiveMonthPrompt-Help

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

6050-DDEffectiveMonthPrompt-MonthChoices

as above

6050-DDEffectiveMonthPrompt-Success1

Sure, ...

—

6050-DDEffectiveMonthPrompt-Success2

... is fine.

6050-DDEffectiveMonthPrompt-Success3

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

60509

6050-DDEffectiveMonthPrompt-ASAP

... as soon as possible ...

60510

6050-DDEffectiveMonthPrompt-JanMed

... January, ...

60511

6050-DDEffectiveMonthPrompt-JanFin

... or January.

60512

6050-DDEffectiveMonthPrompt-FebMed

... February, ...

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60513

6050-DDEffectiveMonthPrompt-FebFin

... or February.

60514

6050-DDEffectiveMonthPrompt-MarMed

... March, ...

60516

6050-DDEffectiveMonthPrompt-MarFin

... or March.

60517

6050-DDEffectiveMonthPrompt-AprMed

... April, ...

60518

6050-DDEffectiveMonthPrompt-AprFin

... or April.

60519

6050-DDEffectiveMonthPrompt-MayMed

... May, ...

60520

6050-DDEffectiveMonthPrompt-MayFin

... or May.

60521

6050-DDEffectiveMonthPrompt-JunMed

... June, ...

60522

6050-DDEffectiveMonthPrompt-JunFin

... or June.

60523

6050-DDEffectiveMonthPrompt-JulMed

... July, ...

60524

6050-DDEffectiveMonthPrompt-JulFin

... or July.

60525

6050-DDEffectiveMonthPrompt-AugMed

... August, ...

60526

6050-DDEffectiveMonthPrompt-AugFin

... or August.

60527

6050-DDEffectiveMonthPrompt-SepMed

... September, ...

60528

6050-DDEffectiveMonthPrompt-SepFin

... or September.

60529

6050-DDEffectiveMonthPrompt-OctMed

... October, ...

60530

6050-DDEffectiveMonthPrompt-OctFin

... or October.

60531

6050-DDEffectiveMonthPrompt-NovMed

... November, ...

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60532

6050-DDEffectiveMonthPrompt-NovFin

... or November.

60533

6050-DDEffectiveMonthPrompt-DecMed

... December, ...

60534

6050-DDEffectiveMonthPrompt-DecFin

... or December.

DTMF

Option

Vocabulary

Action

Confirm.

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

—

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

—

6050-DD-EffectiveMonth-Option-ASAP

as soon as
possible

use current month plus 1

if necessary

play Success3 prompt

right now

Go to: 6130-GetRouting-VM

immediately
today
6050-DD-EffectiveMonth-Option-Jan

January

—

remember choice
Go to: 6130-GetRouting-VM

If necessary

6050-DD-EffectiveMonth-Option-Feb

February

—

remember choice

If necessary

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

March

—

remember choice

If necessary

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

April

—

remember choice

If necessary

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

May

—

remember choice

If necessary

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

June

—

remember choice

If necessary

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

July

—

remember choice

If necessary

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

August

—

6050-DD-EffectiveMonth-Option-Sep

September

—

remember choice

If necessary

Go to: 6130-GetRouting-VM
remember choice

If necessary

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

October

—

remember choice

If necessary

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

November

—

remember choice

If necessary

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

December

—

remember choice

If necessary

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

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Confirmation prompts
Message Numbers

Option / Name

Wording

60535

6050-DD-EffectiveMonthConfPrompt-ASAP

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

60536

6050-DD-EffectiveMonthConfPrompt-Jan

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

60537

6050-DD-EffectiveMonthConfPrompt-Feb

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

60538

6050-DD-EffectiveMonthConfPrompt-Mar

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

60539

6050-DD-EffectiveMonthConfPrompt-Apr

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

60540

6050-DD-EffectiveMonthConfPrompt-May

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

60541

6050-DD-EffectiveMonthConfPrompt-Jun

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

60542

6050-DD-EffectiveMonthConfPrompt-Jul

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

60543

6050-DD-EffectiveMonthConfPrompt-Aug

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

60544

6050-DD-EffectiveMonthConfPrompt-Sep

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

60545

6050-DD-EffectiveMonthConfPrompt-Oct

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

60546

6050-DD-EffectiveMonthConfPrompt-Nov

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

60547

6050-DD-EffectiveMonthConfPrompt-Dec

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

DialogModule parameters
Parameter

Value

6050-DD-EffectiveMonth-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

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

0000 = Success
0001 = Error

-Call duration at
process end

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

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

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

Entering from
6050-EffectiveMonth-VM

Prompts
Message Number

Type / Name

Wording

61301

6130-DDGetRoutingPrompt-Initial

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

61302

6130-DDGetRoutingPrompt-Retry1

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

61303

6130-DDGetRoutingPrompt-Retry2

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

61304

6130-DDGetRoutingPrompt-Timeout1

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

61305

6130-DDGetRoutingPrompt-Timeout2

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

61306

6130-DDGetRoutingPrompt-Help

OK, here's a detail that may help. The bank routing number is exactly nine
digits and is printed on the bottom of each check in between two marks that
look like a vertical bar followed by a colon. It’s usually the left-most number at
the bottom of the check. So ... what's your bank routing number?

Option

Vocabulary

6130-DD-GetRouting-Option-Digits

DTMF

—

Action

Confirm.

Go to: 6160-GetAccount-VM

If necessary

remove Agent synonyms
from global grammar for
this DM.

User Interface Specification

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Confirmation prompts
Message Number

Option / Name

Wording

61307

6130-DDGetRoutingConfPrompt-Digits

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

DialogModule parameters
Parameter

Value

6130-DD-GetRouting-Parameter
termchar

entry_list

minimum_length

maximum_length

restrict_to_entries

FALSE

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

incompletetimeout

2500  Note increased value. Check this!

Interdigittimeout

default + 500 ms

low confidence rejection threshold

.300

high confidence threshold

.900

max speech duration

20,000 msec

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

0000 = Success
0001 = Error

-Call duration at
process end

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

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

Set Confidential Flag to TRUE

User Interface Specification

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

Entering from
6130-GetRouting-VM

Prompts
Message Number

Type / Name

Wording

6160-DD-GetAccount-PromptInitial

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

61602

6160-DD-GetAccount-PromptRetry1

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

61603

6160-DD-GetAccount-PromptRetry2

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

61604

6160-DD-GetAccount-PromptTimeout1

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

61605

6160-DD-GetAccount-PromptTimeout2

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

61606

6160-DD-GetAccount-PromptHelp1

OK, here's a detail that may help. On the bottom of your check, your
account number is some number of digits ending with a symbol that looks
like two vertical bars followed by a square dot. Don’t confuse your
ACCOUNT number with your CHECK number that is both at the bottom
and at the top right of your check.

1000

silence_1000

[1 sec silence]

6160-DD-GetAccount-PromptHelp2

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

61601

Option

Vocabulary

DTMF

Action

Confirm.

6160-DD-GetAccount-Option-Digits

<...>

Go to: 6170-SendingNow-Msg

Always

Confirmation prompts
Message Number

Option / Name

Wording

6160-DD-GetAccountConfPrompt-Digits

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

DialogModule parameters
Parameter

Value

6160-DD-GetAccount-Parameter
termchar

entry_list

minimum_length

maximum_length

restrict_to_entries

FALSE

before_begin_of_speech_timeout

7,000 ms

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allowing_barge_in

True

incompletetimeout

3000 ms  Note increased incompletetimeout.

Swirec_max_speech_duration

45000ms (default is 40000ms) CHECK THIS!

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

0000 = Success

-Call duration at
process end

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

Developer notes

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

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

Entering from
6160-GetAccount-VM

Prompts
Message Number

Name

Wording

61701

6170-DD-SendingNowPrompt1

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

Req ID

Condition

Action

6170-DD-SendingNow-Condition-Always

Always

Go to: 6200-SendDDinfo-DB

Event logging
Developer notes
No barge-in

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

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Entering from
6170-SendingNow-Msg

Input Field

Description

bank routing number
bank account number

Output Field

Description

success / failure status

Req ID

Condition

Action

6200-DD-SendDDinfo-Condition-Success

IF send succeeded

Go to: 6210-Success-Msg

6200-DD-SendDDinfo-Condition-Failure

Else

Go to: 6220-Failure-Msg

Event logging
Developer notes

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

Entering from
6200-SendDDinfo-DB

Prompts
Message Number

Name

Wording

62101

6210-DD-SuccessPrompt1

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

1000

silence_1000

[1 seconds silence]

Req ID

Condition

Action

6210-DD-Success-Condition-Always

Always

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

Event logging
Developer notes
No barge-in.

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

Entering from
6200-SendDDinfo-DB

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Prompts
Message Number

Name

Wording

62201

6220-DD-FailurePrompt1

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

Req ID

Condition

Action

6220-DD-Failure-Condition-ALways

Always

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

Event logging
Developer notes
No barge-in

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

Entering from
Any DM in the DD service.

Prompts
Message Number

Name

Wording

59001

6300-DDDDDMfailurePrompt1

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

Req ID

Condition

Action

6300-DD-DDDMfailure-Condition-Always

Always

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

Event logging
Developer notes
No barge-in

—End of Specification —

User Interface Specification

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