Request for Internet Services - Password Authentication (Telephone)

Request for Internet Services - Password (RISPA)

User Interface Specifications Password Authentication--Automated Telephone Services

Request for Internet Services - Password Authentication (Telephone)

OMB: 0960-0632

⚠️ Notice: This form may be outdated. More recent filings and information on OMB 0960-0632 can be found here:

2012-09-14 - No material or nonsubstantive change to a currently approved collection

Document [pdf]

Download: pdf | pdf

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

Password
Authentication

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.

2.28

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Document History
Date

Spec

App

Summary of Changes

Revised by

01/18/05

1.0

Initial version.

Paul Sawyer

01/24/05

1.1

1.0

Changes following review:
Allow entry of 8 digits for password, advise caller that they might have
entered a password request code instead of a password, let 'em try
again.
Fix several Request IDs that had wrong number or code.

Paul Sawyer

01/27/05

1.2

1.0

Remove previous change to allow 8 digits for password entry – too
expensive to implement for now. Instead, edit the wording of prompts to
emphasize that passwords are 7 digits.
Revision marking from the previous version has been left in place since
some reviewers haven't finished reviewing yet.

Paul Sawyer

02/01/05

1.3

1.0

Change wording of 7100-PPA-GetPassword-Prompt-Initial to say that
pwd is chosen by user, not assigned.

Paul Sawyer

03/01/05

1.4

1.0

Fix prompt text changed during recording.

Paul Sawyer

03/04/05

1.5

1.0

Revised Requirement IDs in 7000, 7020, 7100, 7220, 7230, 7250, 7260,
7900

Steven Ligi

03/09/05

2.0

1.0

1. Removed extra “now” in 7020 Success prompt.

Paul Sawyer

2. Disable DTMF input for yes/no confirmation in 7020.
0411/05

2.1

1.0

Changes following usability testing.

Paul Sawyer

1. Change prompts in 7020 to encourage callers to speak faster. Also
change timeout values.
2. Rework 7100 to allow “I don’t have one”, and transfer to KBA.
3. Rework 7900 (max retries or timeouts) to transfer to KBA.
05/02/05

2.2

1.0

Changes for “administrative” bugs.

Paul Sawyer

1. Restore DTMF input for confirmation in 7020, and adjust timeout
parameters for balance between accepting input from slow users and not
seeing extra digits as confirmation input.
06/30/05

2.3

1.0

1. Change 7100 “don’t’ have one” option to “never confirm”. Also mention
“don’t have one” in the retry and timeout prompts.

Paul Sawyer

08/15/05

2.4

1.0

Changes following the tuning report recommendations (Nadine Ozkan):

Nadine Ozkan

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

Other changes pertaining to structure or grammars are
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.

User Interface Specification

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10/22/05

2.5

1.0

Changes following second tuning.

Paul Sawyer

1. In 7100, change prompts to offer "don't have one" earlier. Add more
synonyms for "don't have one".
12 Dec 05

2.6

1.0

Simplify 7020 Confirmation Retry and Confirmation Timeout prompts to
use what can be implemented: “I think you said . Is that correct?”

Paul Sawyer

2 Feb 06

2.7

1.0

Changes following Tuning 3:

Paul Sawyer

1. Tweak grammar in 7100.
5 Feb 06

2.8

1.0

Add support for blocked accounts. Affects 7230, adds 7270.

Paul Sawyer

22 Aug 06

2.9

1.0

Changes resulting from Tuning 4.

Paul Sawyer

1. 7100: Add more synonyms for "I don't have one". Tweak speech
parameters. Remove Agent from global grammar for this DM.
2. 7020: Add optional prefixes for entering SSN. Tweak speech
parameters.
5 Sept 06

2.10

1.0

Fix wording of 7100-PPA-GetPassword-Prompt-Timeout2 to omit
mention of agent, which is no longer available in this DM.

Paul Sawyer

29 Jan 06

2.11

1.0

Added message numbers to all prompts

Sean Stallings
VZB

4 May 07

2.11

1.0

Made minor changes to 7020, 7270, 7900

24 May 07

2.12

1.0

Made minor changes to 7020, 7270, 7900

Sean Stallings
VZB
Sean Stallings
VZB

22 Aug 07

2.13

1.0

Updated Title and Headers

Sean Stallings

06 Sep 07

2.14

1.0

Updated message 71006

Sean Stallings

Removed default globals from retry 1 and retry 2 prompting

VZB

Added DM 6998. 7015, 7090.

Sean Stallings

Changed the wording of message 70001 in DM 7000 to reflect that we
may have to collect one or two pieces of data.

VZB

28 Feb, 2008

2.15

1.0

Updated Introduction to include new privacy directives
Updated DM 7020, DM 7100 added note to set confidential flag to true.
29 Feb, 2008

2.16

1.0

Added Global Behavior chapter, including subsections on Privacy and
Time-outs and Retries.
Added further clarification for instances where callers are routed back to
Global, listed the module in Global callers are returning to.

06 Mar, 2008

2.17

1.0

Corrected broken hyperlink in DM 7100

Sean Stallings
VZB

10 Mar, 2008

2.18

1.0

Updated 7015 and DM 7099; Corrected reporting information for “if else”
conditions.

1 Apr, 2008

2.19

1.0

Updated reporting string for password re-use.

Sean Stallings
VZB
Sean Stallings

VZB
4 Apr, 2008

2.2

1.0

Updated 6998, now routes the caller to 7220 if no information is being
collected.
Clarified wording for 6998 Check Null Condition

11 Apr, 2008

2.21

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

VZB
Sean Stallings

VZB

Corrected hyperlink error in 7110.

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16 Apr, 2008

2.22

1.0

Broke message 71001 into two message, 71001 and 71007.

Sean Stallings

Updated message 71002, reduced silence from 4 seconds to 2.
Updated message 71004, reduced silence from 4 seconds to 2.

VZB

1 May, 2008

2.23

1.0

Added reporting strings to module 7020 and 7100

Sean Stallings

6 May, 2008

2.24

1.0

Updated module 7110, corrected ‘entering from’ field. Should now read
‘entering from 7100.’

Sean Stallings

23 May 08

2.25

1.0

Removed an extraneous sentence that somehow got added to DM7100,
Timeout2 prompt. This sentence was prompting the caller to say Agent,
but this is disabled in this DM. The audio was fine, just a UI update.

Becky Stallings,
VzB

21 August,
2008

2.26

1.0

Highlighted Barge-in changes in pink

Sean Stallings

16
September,
2008

2.27

2 February,
2009

2.28

Formatted: Highlight

VZB

VZB
1.0

Added Verizon proprietary message to title page and page headers.

Sean Stallings

VZB
1.0

Updated Header

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
6998- Check Null Condition....................................................................................................8
7000-Need2Ask-Msg ................................................................................................................8
7015 Social Security Check Condition....................................................................................8
7020-GetSSNumber-SSN ........................................................................................................9
7090 Password Check Condition ..........................................................................................11
7100-GetPassword-VM..........................................................................................................11
7110-DontHave-Msg..............................................................................................................13
7220-CheckingNow-Msg .......................................................................................................13
7230-QueryPP-DB..................................................................................................................14
7250-SaySuccess-Msg .............................................................................................................14
7260-SayFailure-Msg...............................................................................................................15
7270-SayAcctBlocked-Msg ....................................................................................................15
7900-DMfailure-Msg ..............................................................................................................16

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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 Password authentication
(PPA). The call flow has passed through initial introduction and caller qualification before
getting to this section. A caller will pass through either this module, or through the
knowledge base authentication (KBA) module, but not both.
Note that this entire section is jumped into from the Global part of the application and
returns to it. The only entry point to this section is the beginning DM, 7000. Exit from this
section is by return to Global
The caller is not given a second chance to enter SSN or password, as is sometimes done in
other kinds of systems. Since both SSN and password are explicitly confirmed with the
caller, there is no point in putting the caller through a second attempt to enter these
numbers.

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Chapter 2: Global Behavior
2.1

Privacy
The following information is considered confidential; SSN and Password. 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 7900-DMfailure-Msgand
then routed back to Global. For all other global behavior see chapter 4 in the Change of
Address/Direct Deposit Global user interface document.

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Chapter 3: Detailed Dialog Specification
3.1

Call-Flow Tables

6998- Check Null Condition

Entering from
COA-DD 1320-CallPwdAuth-Code

Condition

Action

If TVDC Items to collect= 0

Go to: 7015 Social Security Check Condition

If TVDC items else

Go to: 7000-Need2Ask-Msg

7000-Need2Ask-Msg
Play Prompt
Prepare caller for sequence of questions.

Entering from
6998- Check Null Condition

Prompts
Message Number

Name

Wording

70001

7000-PPA-Need2AskPrompt1

Before I can make any changes, I'll need to ask you one or two questions to
verify who you are.

Req ID

Condition

Action

7000-PPA-Need2Ask-Condition-Always

Always

Go to: 7015 Social Security Check Condition

Event logging
Developer notes
No barge-in

7015 Social Security Check Condition

Entering from
7000-Need2Ask-Msg, 6998- Check Null Condition

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Condition

Action

If SSN = null

Go to: 7020-GetSSNumber-SSN

If SSN else

Report V Transaction per module note, Go to: 7090 Password Check Condition

Module Notes
Deleted: , T

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

7020-GetSSNumber-SSN
Social Security DialogModule™
Get the callers Social Security Number

Entering from
7015 Social Security Check Condition

Prompts
Message Number

Name

Wording

70002

7020-PPAGetSSNumber-PromptInitial

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

70003

7020-PPAGetSSNumber-PromptRetry1

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

70004

7020-PPAGetSSNumber-PromptRetry2

Try entering it on the telephone keypad.

70005

7020-PPAGetSSNumber-PromptTimeout1

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

70006

7020-PPAGetSSNumber-PromptTimeout2

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.

70007

7020-PPAGetSSNumber-PromptHelp

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

Option

Vocabulary

7020-PPA-GetSSNumber-Option-SSN

DTMF

Action

Confirm.

Always

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

Confirmation prompts
Message Number

Name

Wording

70008

7020-PPAGetSSNumberConfPrompt-SSN1

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

70009

7020-PPAGetSSNumberConfPrompt-SSN2

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

CPR

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70010

7020-PPAGetSSNumberConfPrompt-SSN3

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?

Is that right?

00118

I think you said

00119
70201

Is that correct?
7020-PPAGetSSNumberConfPrompt-Success

Great

Confirmation Option

Vocabulary

7020-PPA-GetSSNumber-ConfOptionYes

“Yes [it is]”

DTMF

Action

Confirm.

play SuccessPrompt

Never

Go to: 7090 Password Check
Condition

“[Yes] that's right”
“Right”
“[That's] correct”

7020-PPA-GetSSNumber-ConfOptionNo

“No [it isn't]”

“[No] that's not right”

Re-enter Dialog Module per default
behavior

Never

DialogModule parameters
Parameter

Value

7020-PPA-GetSSNumber-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
Record = U-KBPW-DM_7020-(Call Duration at start),T-KBPW-

0000 = Success
0001 = Error

-Call duration at
process end

Formatted Table

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 the case of a caller not having a password at this point should be extremely rare since the caller already said (in Global
or in N8NN) that they DO have a password.
The option “I Don’t Have One” will need to be in a parallel grammar.
Turn Barge-in OFF in initial prompt to discourage callers from giving their SSN a second time.

Set Confidential Flag to TRUE

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7090 Password Check Condition

Entering from
7020-GetSSNumber-SSN, 7015 Social Security Check Condition

Condition

Action

If password = null

Go to: 7100-GetPassword-VM

If password else

Report V Transaction per module note, Go to: 7220-CheckingNow-Msg

Module Notes
Deleted: , T

V-KBPW-PWD_1-(duration),T-KBPW-0000-(duration)

7100-GetPassword-VM
Digits DialogModule™
Get the caller's password.

Entering from
7090 Password Check Condition

Prompts
Message Number

Type / Name

Wording

71001

7100-PPAGetPasswordPrompt-Initial

Now that I have your Social Security Number, I'll need the seven digit password you
chose and registered with the Social Security Administration. Be sure you're looking at a
SEVEN digit number. If you have an EIGHT digit number, that might be your request
code rather than your password.

71007

7100-PPAGetPasswordPrompt-Initial2

So, what is your seven digit password? [2 sec pause] If you aren't sure, say “Question”
or press star. If you don’t have a password, say “I Don’t Have One”.

71002

7100-PPAGetPasswordPrompt-Retry1

If you don’t have a password, say I Don’t Have One. Otherwise, please enter or say your
seven-digit password. [2 sec pause] If you aren't sure, say Question or press star.

71003

7100-PPAGetPasswordPrompt-Retry2

If you need more information, you can say Question, or say I Don’t Have One.
Otherwise, please enter or say your seven-digit password.

71004

7100-PPAGetPasswordPrompt-Timeout1

I'm sorry, I didn't hear anything. If you don't have a password, say I Don’t Have One.
Otherwise, please say your seven-digit password, or enter it on your telephone keypad.
[2 sec pause] If you need more information, you can say Question or press the star key.

71005

7100-PPAGetPasswordPrompt-Timeout2

I'm sorry, I still didn't hear anything. If you need information, say Question or press the
star key. Otherwise, please say your seven-digit password, or enter it on your telephone
keypad.

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Formatted: Highlight
Formatted: Highlight

Formatted: Highlight

Deleted: If you need assistance, say
Agent or press zero.

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71006

7100-PPAGetPasswordPrompt-Help

The password I'm referring to would have been chosen and registered by you online or
over the telephone. You would have received a password request code in the mail,
which you would have used along with your social security number and other
information to register a seven-digit password to access your personal benefit
information. If you've forgotten the password, you can request a new one using the
same process you used before. If you have this seven-digit password and you plan to
use it today, say the digits now or enter them on your telephone keypad. [2 sec pause] If
you DON'T have a password, say I Don’t Have One and we’ll confirm your identity
another way.

Option

Vocabulary

DTMF

Action

Confirm.

7100-PPA-GetPassword-OptionDigits7

<7 digit string>

<...>

Always

7100-PPA-GetPassword-OptionDontHave

[I] don’t have one
I don’t have it
I (don’t /do not) have a [seven
digit] password
I don’t know what you mean
I (don’t / didn’t) understand

Go to: 7110-DontHave-Msg

Never

–

no password
I have none
I have forgotten it
I forgot
I have no idea
I don't know
Disable Agent synonyms and "I
don't know" from the global
grammar for this DM

Confirmation prompts
Message Number

Option

Name / Wording

Result

7100-PPAGetPasswordConfPrompt-Digits

Default confirmation, as handled by
DialogModule™, using CPR for the digit string.

“I think you said 1 0 4, 2 3 9 0. Is that
correct?”

Confirmation Option

Vocabulary

7100-PPA-GetPassword-ConfOption-Yes

“Yes [it is]”

DTMF

Action

Confirm.

Go to: 7220-CheckingNow-Msg

Never

Re-enter Dialog Module per default
behavior

Never

“[Yes] that's right”
“Right”
“[That's] correct”
7100-PPA-GetPassword-ConfOption-No

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

DialogModule parameters
Parameter

Value

7100-PPA-GetPassword-Parameter
entry_list

<< not used >>

minimum_length

maximum_length

restrict_to_entries

FALSE << this feature not used >>

after_end_of_speech_timeout (incomplete timeout)

2250 msec  note increased time

before_begin_of_speech_timeout

7,000 msec

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allowing_barge_in

True

max speech duration

16,000 msec

Event Logging
Record = U-KBPW-DM_7100-(Call Duration at start),T-KBPW-

0000 = Success

-Call duration at
process end

0001 = Error

Formatted Table

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 the case of a caller not having a password at this point should be extremely rare since the caller already said (in Global or in
N8NN) that they DO have a password.
The option “I Don’t Have One” will need to be in a parallel grammar.
Turn Barge-in OFF in initial prompt to discourage callers from giving their SSN a second time.

Set Confidential Flag to TRUE

7110-DontHave-Msg
Play Prompt
Caller doesn’t seem to have a password after all. Send ‘em to KBA.

Entering from
7100-GetPassword-VM

Prompts
Message Number

Name

Wording

71101

7110-PPA-DontHavePrompt1

Since you don’t have a password, let’s try this a different way.

Condition

Action

Always

Go to: KBA (4999 Check Null Condition)

Event logging
Developer notes
No barge-in

7220-CheckingNow-Msg
Play Prompt
Tell the caller there may be a short delay while we check the information they gave us.

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Entering from
7100-GetPassword-VM,

Prompts
Message Number

Name

Wording

72201

7220-PPA-CheckingNowPrompt1

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

Req ID

Condition

Action

7220-PPA-CheckingNow-Condition-Always

Always

Go to: 7230-QueryPP-DB

Event logging
Developer notes
No barge-in

7230-QueryPP-DB
Database Query
Check the PIN/password database.

Entering from
7220-CheckingNow-Msg

Input Field

Description

SSN
password

Output Field

Description

verification status

success or failure

Req ID

Condition

Action

7230PPA-QueryPP-Condition-succ

IF success

Go to: 7250-SaySuccess-Msg

7230PPA-QueryPP-Condition-AcctBlocked

Else if failure
because account
blocked

Go to: 7270-SayAcctBlocked-Msg

7230PPA-QueryPP-Condition-fail

Else failure for some
other reason

Go to: 7260-SayFailure-Msg

Event logging

7250-SaySuccess-Msg
Play Prompt
Database query succeeded on SSN and password. Tell the caller.

Entering from
7230-QueryPP-DB

Prompts
Message Number

Name

Wording

72501

7250-PPA-SaySuccessPrompt1

OK, everything checks out.

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Req ID

Condition

Action

7250-PPA-SaySuccess-Condition-Always

Always

return code := success
return to Global (1320-CallPwdAuthCode)

Event logging
Developer notes
No barge-in

7260-SayFailure-Msg
Play Prompt
Tell caller they could not be verified.

Entering from
7230-QueryPP-DB

Prompts
Message Number

Name

Wording

72601

7260-PPA-SayFailure-Prompt1

I'm afraid that the social security number and password you gave me don't
match what we have in our records.

Req ID

Condition

Action

7260-PPA-SayFailure-Condition-Always

Always

return code := failure
return to Global (1320-CallPwdAuthCode)

Event logging
Developer notes
No barge-in

7270-SayAcctBlocked-Msg
Play Prompt
Tell caller their account is blocked.

Entering from
7230-QueryPP-DB

Prompts
Message Number

Name

Wording

52701

7270-PPA-SayAcctBlocked-Prompt1

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

Req ID

Condition

Action

7270-PPA-SayAcctBlocked-Condition-Always

Always

return code := account_blocked
return to Global (1320-CallPwdAuthCode)

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Event logging
Developer notes
No barge-in

7900-DMfailure-Msg
Play Prompt
Apologize that we can't understand the caller.

Entering from
any DM in the PPA module that hits max retries or max timeouts

Prompts
Message Number

Name

Wording

79001

7900-PPADMfailure-Prompt1

I'm so sorry that I can't understand you. Let’s try this a different way.

Condition

Action
Go to: KBA (4999 Check Null Condition)

7900-PPA-DMfailureCondition-Always

Event logging
Developer notes
No barge-in

—End of Specification —

User Interface Specification

Password Authentication v2.28

2 February 2009

16 of 16

File Type	application/pdf
File Title	SSA COADD UIspec PPA
File Modified	2009-03-17
File Created	2009-03-17