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pdfUser Interface Specification
Version Number 4.9/ December 5, 2011
Social Security Administration
SSA_ATT_Care2020_N8NN
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Revision History
Date
Version
Description
Author(s)
05/09/2011 1.0
Full Detailed Design – initial version
T. Sheeder, B.
Mittelstedter, R.
Ishihara
05/12/2011 1.1
Full Detailed Design – revised
* Added global confirmation error handling
* Revised global error handling propting
T. Sheeder
05/13/2011 1.2
Full Detailed Design – revised
* Revised conditional logic in mm0050_EntryRouting_DS
T. Sheeder
05/13/2011 1.3
Full Detailed Design – revised
T. Sheeder
* mm1100_SocialSecurityCardsMenu_DM - removed extra 'goto' for 'update' option
* mm0200_SFToggle_DS - changed variable 'nlu_enabled' to
'SPEAK_FREELY_ACTIVE'
* mm0125_ABRStatus_DS - revised gotos to route to mm0130_GetVariablesAnn_DB
(instead of deleted decision state)
* mm0130_EmergencyAvailable_DS - eliminated this state (replaced with
mm0130_GetVariablesAnn_DB)
* mm0130_GetVariablesAnn_DB - added this DB state to retrieve emergency
message information
* mm0140_EmergencyMsg_PP - added conditional logic to play appropriate
emergency message
* mm0510_TNEV_SD - changed goto for conditions'Elseif
tnev_transaction_status=authorization_failed' and 'Elseif
* tnev_transaction_status=no_password' from mm0200_SFToggle_DS (main menu)
to mm3000_ABRStatus_DS (transfer)
05/23/2011 1.4
Full Detailed Design – FINAL
* incorporated changes, additions, and deletions per Full Detailed Design review
(changes highlighted YELLOW)
06/06/2011 1.5
Full Detailed Design – FINAL (changes highlighted YELLOW)
T. Sheeder
> global Command: updated to remove global 'Spanish' option (which suddenly
appeared for reasons unknown)
> global Recovery Behavior: updated to remove extraneious rows (which suddenly
appeared for reasons unknown)
> ka0355_TNRSGetName_DM: changed to confirm 'never' (and removed
confirmation prompting)
> ka0355_TNRSGetName_DM: revised error behavior to go to NameOSDM after 2nd
error
> na0130_SayAndSpellLast_DM: added condition, if tnrs_checked=true, to bypass
confirmation
> na0150_SpellLast_DM: added condition, if tnrs_checked=true, to bypass
confirmation
> na0120_SayAndSpellFirst_DM: added sayandspellfirst_tnrs grammar and logic
> na0130_SayAndSpellLast_DM: added sayandspelllast_tnrs grammar and logic
> na0140_SpellFirst_DM: added spellfirst_tnrs grammar and logic
> na0150_SpellLast_DM: added spelllast_tnrs grammar and logic
> ka0325_TNRSLocation_DS: added toggle (collect_full_name) to indicate whether
full name collection is to be attempted
06/07/2011 1.6
Full Detailed Design – FINAL (changes highlighted YELLOW)
B. Mittelstedter
* ka0900_CheckingInfoMsg_PP: added condition and prompt for
current_task=card_medicare or benefits_verification
* bv0140_SubmitMsg_PP, bv0200_BEVESubmitRequest_DB,
mr0140_SubmitMsg_PP, and mr0200_MRCSubmitRequest_DB: DELETED
* bv0130_KBAuthentication_SD: success goes to bv0210_BEVESuccess_PP instead
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of bv0140_SubmitMsg_PP
* mr0130_KBAuthentication_SD: success goes to mr0210_MRCSuccess_PP instead
of mr0140_SubmitMsg_PP
* mr0210_MRCSuccess_PP: updated prompt verbiage
* bv0210_BEVESuccess_PP: updated prompt verbiage
06/10/2011 1.7
Full Detailed Design – FINAL (changes highlighted GREEN)
T. Sheeder
> mm0140_EmergencyMsg_PP: revised logic such that the emergency messages
associated with 'activeFlagx' variables are NOT mutually exclusive
> mm2200_BecomePayee_DM: changed goto for 'finished' option from
mm0210_SFMainMenu_DM to mm0200_SFToggle_DS
> mm0050_EntryRouting_DS: added Developer Note (per J. Hardcastle)
> removed 'coadd_task' variable, no longer needed since COA and DD were
separated
> mm0210_SFMainMenu_DM: removed assigning values of 'coadd_task' variable for
'change_address' and 'direct_deposit' options (since 'coadd_task' variable has been
removed since COA and DD were separated)
> mm0610_BackoffOtherOptionsMenu_DM: removed assigning values of
'coadd_task' variable for 'direct_deposit' option
> mm0700_Benefits_DM: removed assigning values of 'coadd_task' variable for
'direct_deposit' option
> mm0910_UpdatePersonalInfo_DM: removed assigning values of 'coadd_task'
variable for 'change_address' and 'direct_deposit' options
> mm1110_UpdatePersonalInfo_DM: removed assigning values of 'coadd_task'
variable for 'change_address' option
> mm0512_TNEVDisconnect_CT: modified prompts slightly re: web address
> dd0300_KBAuthentication_SD: corrected mistakes in Action table
> mm0125_ABRStatus_DS: changed references to 'initial_abr' to 'initial_abr_transfer'
06/14/2011 1.8
Full Detailed Design – FINAL (changes highlighted GREEN)
B. Mittelstedter
~ mm0210_SFMainMenu_DM - updated current_task for 'form_1099' from
'form_1099' to 'benefits_statement'
~ mm0545_TranscriptionKBA_DS, mm2040_FutureBenefits_DM,
mm0610_BackoffOtherOptionsMenu_DM, mm1770_OrderDrugFormQuestion_DM,
and mm2400_EarningsMenu_DM - updated condition to remove transcription_task
~ mm1430_SocialSecurityCardMenu_DM - assign current_task=form_ss5 instead of
transcription_task=5
~ tr0105_PlayTransIntro_PP, tr0120_ConfirmAddress_DM,
tr0140_AddressOSDM_SD, and tr0220_SuccessMsg_PP: updated conditions to look
at current_task instead of transcription_task
~ mm1520_GetForm_DM: corrected current_task for 'order_form'
06/16/2011 1.9
Full Detailed Design – FINAL (changes highlighted GREEN)
B. Mittelstedter
~ mm0210_SFMainMenu_DM, mm1520_GetForm_DM, tr0105_PlayTransIntro_PP,
and tr0220_SuccessMsg_PP: updated current_task=form_ss5 to
current_task=transcription_ss5
~ mm1430_SocialSecurityCardMenu_DM: removed assign current_task=form_ss5
from option get_form
~ mm1770_OrderDrugFormQuestion_DM, tr0105_PlayTransIntro_PP, and
tr0220_SuccessMsg_PP: updated current_task=1020 to
current_task=transcription_1020
~ tr0105_PlayTransIntro_PP, tr0220_SuccessMsg_PP, mm2400_EarningsMenu_DM,
mm2040_FutureBenefits_DM, and mm0545_TranscriptionKBA_DS: updated
current_task=earnings statement to current_task=transcription_7004
~ tr0120_ConfirmAddress_DM: Removed transcription_task=pamphlets and changed
it to current_task=transcription_pamphlet in conditions for nomatch/no input 1.
~ updated current_task value from earnings_statement to transcription_7004 and
from 1020 to transcription_1020
06/21/2011 2.0
Full Detailed Design – FINAL (changes highlighted TURQUOISE)
T. Sheeder
* ADDED dd0230_NotEligible_PP to replace dd0230_NotEligible_DM and
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dd0240_NotEligibleDetails_DM
* REMOVED dd0230_NotEligible_DM
* REMOVED dd0240_NotEligibleDetails_DM
* REMOVED 'EmployeeVerification_TNEV' subdialog (exported as
DIALOG_EmployeeVerification_TNEV_06-21-11-114415.zip)
* ka0100_ElementsCheck_DB: removed ka_collectOtherName variable; removed
condition 'Elseif ka_collectOtherName=true AND caller_alternative_name=NULL'
* ka0400_AltNameNull_DS: removed ka_collectOtherName conditions; removed Else
condition
* REMOVED ka_collectOtherName variable from design
* Revised Global Command confirmations for 'operator'
* Added Global Command confirmation for 'StartOver'
* mm0910_UpdatePersonalInfo_DM: corrected value for 'direct_deposit' option in
Sample Phrases
* mm1105_MedicareCardsMenu_DM: revised initial prompt ('medicare' for 'social
security')
* mm1210_InternetAddress_DM: changed confirmation mode for 'repeat' option to
'never'
* Global Confirmations: removed 'reentry' prompts and conditions
* mm1905_Checks_DM: revised Sample Phrases
* mm2040_FutureBenefits_DM: changed confirmation mode for 'repeat' option to
'never'
* ka0410_AltNameQuestion_DM: removed exit prompt for 'yes' option
* ka0810_GetLastPaymentAmount_DM: revised intial prompt for flow
* ka0210_AttestationQuestion_DM: added time estimates to initial prompts
* ka0220_OMBNumber_PP: added time estimates to prompts
06/22/2011 2.1
Full Detailed Design – FINAL
B. Mittelstedter
~ updated global commands - recovery behavior: removed the global error_counter
for no match 1 and 2 and no input 1 and 2; deleted no match/no input 2
global_error_counter conditions (changed to always)
~ deleted global_error_counter variable
~ mm0300_COLAMsg_DM, mm0400_TaxesMsg_DM, mm0420_SS5VerifyMsg_DM,
mm1740_MedicareSusidyMsg_DM, mm1720_MedicareEnrollMsg_DM,
mm2110_ProgramMsg_DM: deleted no match 2, condition 'If
global_error_counter>=6'
~ mm1210_InternetAddress_DM: deleted no match 1/2 office_hours_conditions
~ mm1720_MedicareEnrollMsg_DM:
~ mm1760_HelpWithDrugCosts_DM, mm1810_CitizenshipMsg_DM: deleted no
match 2 and 3 condition 'If global_error_counter>=6'
~ na0120_SayAndSpellFirst_DM, na0130_SayAndSpellLast_DM,
na0140_SpellFirst_DM, na0150_SpellLast_DM, na0200_ConfirmName_DM,
rb0440_BenefitsStatementEndMenu_DM: removed no match/no input 2 condition 'If
global_error_counter>=6'
~ imported FOL module that includes time readback
06/24/2011 2.2
Full Detailed Design – FINAL (changes highlighted TURQUOISE)
T. Sheeder
> mm1300_WhichCard_DM: for 'both' option, set 'card_type' to 'both'
> ad0140_FullAddress_DM: on confirmation, removed condition 'Initial on 'repeat
that'' and changed 'Initial on entry' to 'Always'
> removed global confirmation 'reentry' prompts (these keep getting reintroduced,
somehow, after they are removed from the project)
> rb0320_PersonLiving_DM: removed confirmation prompts (confirmation mode is
'never')
>Global Confirmation Behavior: added behavior such that, on second disconfirmation,
call is transferred to agent (mm3000_ABRStatus_DS); revised error behavior (to fix
logic problem)
> fl0105_CardCenterNeededQuestion_DM: changed condition 'Elseif (card_center =
sacramento)' to 'Elseif (card_center = ssscc)'
> card_center variable: added 'none' value
> fl0100_GetZipCode_DM: modified logic (removed zip code evaluation, send all responses to new DB state)
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> fl0102_EvaluateZipCode_DB: added DB hit to evaluate provided zip code to
determine whether card center handling is needed
> Global Command behavior: removed variable 'operator' prompting and behavior
(again)
> mm0160_WebsiteInfo_PP: removed 'WWW dot' from prompt
> dd0430_AccountType_DM: modified error recovery prompts (added information
from dd0420_BankIntroMsg_PP)
> dd0420_BankIntroMsg_PP: deleted this node
> dd0430_AccountType_DM: for 'yes' option, changed go to from
dd0420_BankIntroMsg_PP to dd0430_AccountType_DM
> dd0410_EffectiveMonth_DM: for 'yes' option, changed go to from
dd0420_BankIntroMsg_PP to dd0430_AccountType_DM
> dd0410_EffectiveMonth_DM: removed 'WWW dot' from prompt
> mm1210_InternetAddress_DM: removed 'WWW dot' from prompt
> mm1220_InternetInformation_DM: removed 'WWW dot' from prompt
> mm1530_WebsiteInstructions_PP: removed 'WWW dot' from prompt
> mm2040_FutureBenefits_DM: removed 'WWW dot' from prompt
> mm2210_PayeeMisuse_DM: removed 'WWW dot' from prompt
> dd0440_CollectRoutingNumber_DM: revised initial prompt
> mm0110_LanguageSelection_DM: modified prompts ('astrico' for 'estrella')
> mm1100_SocialSecurityCardsMenu_DM: modified prompts (and grammars) 'apply for a [social security] number' for 'apply for a card'
> tr0105_PlayTransIntro_PP: revised prompt for condition 'Elseif
current_task=transcription_ss5'
> mm1530_WebsiteInstructions_PP: deleted (replaced with
mm1530_WebsiteInstructions_DM)
> mm1530_WebsiteInstructions_DM: added (replaced
mm1530_WebsiteInstructions_PP), with 'repeat'
> fl0100_GetZipCode_DM: revised initial prompt
> fl0120_OfficeLocationInfo_DM: lengthened silences after address and hours
> fl0125_CardCenterInfo_DM: lengthened silences after address and hours
> mm1730_MedicareDrugQuestion_DM: removed exit prompt for 'yes' option
> mm1750_AskPartD_DM: modified initial prompt; added reentry prompt (after
'repeat')
> ca0260_CallingAboutSelf_DM: revised initial prompt
> dd0260_CallingAboutSelf_DM: revised initial prompt
> mr0210_MRCSuccess_PP: revised initial prompt (removed Puerto Rico note)
> ka0930_FailureMsg_PP: revised prompt (to eliminate reference to data collection
problem)
> ad0230_ExitFailurePrompts_PP: revised prompt
> ka0510_GetDOB_DM: revised confirmation prompt
> ka0710_GetPlaceOfBirth_DM: revised confirmation prompt
> ka0810_GetLastPaymentAmount_DM: revised confirmation prompt
> mm0210_SFMainMenu_DM: revised intiial prompting for conditions when
first_entry=true (per EIG recommendation)
> mm1520_GetForm_DM: revised initial prompting to eliminate redundant language
> mm1510_CitizenDocumentsMsgPart1_DM: added reentry prompting after repeat
and disconfirmation
> mm1515_NonCitizenDocumentsMsgPart1_DM: added reentry prompting after
repeat and disconfirmation
> mm1517_NonCitizenDocumentsMsgPart2_DM: added reentry prompting after
disconfirmation
> mm2110_ProgramMsg_DM: added reentry prompting after repeat and
disconfirmation
> mm2120_ChangeMsg_DM: added reentry prompting after repeat and
disconfirmation
> mm2200_BecomePayee_DM: added reentry prompting after repeat and
disconfirmation
> mm2210_PayeeMisuse_DM: added reentry prompting after repeat and
disconfirmation
> ad0110_zipcode_DM: modified reentry prompt (removed repetitve 'my mistake')
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> ca0420_CollectPhoneNumber_DM: added reentry prompting after repeat and
disconfirmation
> cs0120_ConfirmationNumber_DM: added reentry prompting after repeat and
disconfirmation
> cs0260_NoStatusEnd_DM: added reentry prompting after repeat and
disconfirmation
> ca0260_CallingAboutSelf_DM: added reentry prompting after repeat
> dd0260_CallingAboutSelf_DM: added reentry prompting after repeat
> dd0430_AccountType_DM: added reentry prompting after repeat and
disconfirmation
> dd0440_CollectRoutingNumber_DM: added reentry prompting after repeat and
disconfirmation
> dd0450_CollectAccountNumber_DM: added reentry prompting after repeat and
disconfirmation
> fl0100_GetZipCode_DM: revised reentry prompt (removed repetitve 'my mistake')
> fl0115_PhysicalZipCode_DM: added reentry prompting after repeat
> ka0310_GetSSN_DM: added reentry prompting after repeat and disconfirmation
> ka0355_TNRSGetName_DM: added reentry prompting after repeat
> ka0710_GetPlaceOfBirth_DM: added reentry prompting after repeat and
disconfirmation
> rb0310_FormForSelf_DM: revised reentry prompt (removed repetitive 'my mistake')
> rb0320_PersonLiving_DM: added reentry prompting after repeat and
disconfirmation
> rb0440_BenefitsStatementEndMenu_DM: added reentry prompting after repeat
> tr0200_AskHowManyForms_DM: revised reentry prompt (removed repetitive 'my
mistake')
> tr0310_UnderstandingSS_DM: revised reentry prompt (removed repetitive 'my
mistake')
> tr0320_RetirementBenefits_DM: revised reentry prompt (removed repetitive 'my
mistake')
> tr0330_DisabilityBenefits_DM: revised reentry prompt (removed repetitive 'my
mistake')
> tr0410_WorkAffectsBenefits_DM: revised reentry prompt (removed repetitive 'my
mistake')
> tr0420_DisabledChildrenBenefits_DM: revised reentry prompt (removed repetitive
'my mistake')
> tr0430_WomanSS_DM: revised reentry prompt (removed repetitive 'my mistake')
> tr0540_MoreChoices_DM: added reentry prompting after repeat
> FOL subdialog: updated with latest shared version (including hours of operation
logic for call center information state)
06/27/2011 2.3
Full Detailed Design – FINAL (changes highlighted TURQUOISE)
T. Sheeder
> mm0545_TranscriptionKBA_DS: changed condition 'send_7004_to_agent=true' to
'form_7004_delivery=false'
> deleted variable send_7004_to_agent
> revised Global Command behaviors (removed confidence-based operator
confirmations; added Start Over confirmation; etc)
> revised Global Recovery Behaviors (removed global error counter)
06/28/2011 2.4
Full Detailed Design – FINAL (changes highlighted TURQUOISE)
T. Sheeder
> mm0210_SFMainMenu_DM: removed 'employee_verification' from the grammar;
removed 'employee_verification' from the Action table; removed
'employee_verification' from the Confirmations
> mm0050_EntryRouting_DS: removed condition 'Elseif applicationtag=TNEV'
> removed mm0508_TNEVKBA_DS
> removed mm0510_TNEV_SD
> removed mm0512_TNEVDisconnect_CT
> removed TNEV-specific variables: tnev_transaction_status, tnev_employee_ssn,
tnev_employee_first_name, tnev_employee_last_name, tnev_employee_dob,
tnev_employee_gender, tnev_OMB_heard, tnev_paperwork_details,
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tnev_perjury_message_yesno, dob (used only by TNEV),
ev_employee_verification_yesno, ev_employee_ssn, employee_ssn_first_time,
ev_employee_dob, ev_employee_gender, ev_employees_verified,
ev_attestation_yesno, ev_verification_redirect_menu, ev_caller_ssn, ev_user_id,
ev_disambiguate_problem_menu, ev_password, ev_ein,
ev_verified_deceased_menu, ev_end_menu, ev_statusCode, employer_yesno
> for variable applicationtag, removed value 'TNEV'
> for variable current_task, removed value 'employee_verification'
06/28/2011 2.5
Full Detailed Design – FINAL (changes highlighted TURQUOISE)
T. Sheeder
> fl0102_EvaluateZipCode_DB: in Returns table, changed 'card_center@import'
variable to 'card_center'
> fl0105_CardCenterNeededQuestion_DM: changed all references to
'card_center@import' variable (in conditions) to 'card_center'
> deleted variable 'card_center@import'
> mm0210_SFMainMenu_DM: removed action 'Assign:
sf_main_menu_help_count=0'
> deleted variable 'sf_main_menu_help_count'
> deleted unused variables: svc_available, turs_statusCode, turs_userID1,
turs_userID2, turs_userID3, turs_userID4, turs_userID5, turs_userID6, turs_userID7,
turs_userID8, turs_userID9, turs_userID10, turs_userID11, turs_userID12,
turs_userID13, turs_userID14, turs_userID15, turs_userID16, turs_userID17,
turs_userID18, turs_userID19, turs_userID20, and TVDC_items_to_collect
> deleted unused recognition variables: ssi_benefits_menu,
medicare_benefits_menu, benefits_information_menu, proof_of_income_menu,
general_information_menu, medicare_card_action_menu,
social_security_card_action_menu, fill_form_instructions_commands,
medicare_menu, processing_time_menu, proof_menu,
earnings_information_end_menu, new_statement_menu, ssi_application_menu,
last_years_statement_yesno, benefits_statement_new_address_menu,
current_beneficiary_yesno, same_address_yesno,
no_replacement_card_end_yesno, pending_check_status_yesno, get_alt_name,
get_last_name, alt_name_spell, last_name_spell, first_name_spell,
get_maiden_name, get_first_name, medicare_enroll, bv_same_address_yesno,
cd_change_address_instead_yesno, mrc_same_address_yesno, and
internet_msg_yesno
> mm2010_BenefitsEarnings_DM: added prompt mm2010_ni1_01 (previously
specified as 'script')
> mm2030_OtherQuestions_DM: added prompt mm2030_ni2_01 (previously
specified as 'script')
> mm0320_FieldOfficeLocator_SD: added (missing) transition for condition 'If
fol_transaction_status=success | If card_type=both' (go to
mm1105_MedicareCardsMenu_DM)
> dd0450_CollectAccountNumber_DM: revised error prompting (to remove
references to 'checking' accounts and '10-digit' numbers); revised Confirmation
prompt for flow
06/29/2011 2.6
Full Detailed Design – FINAL (changes highlighted TURQUOISE)
T. Sheeder
> mm0600_BackoffMainMenu_DM: changed 'office' recognition value to
'office_locations'
> mm1520_GetForm_DM: on Confirmation tab, changed 'keep_going' option to
'main_menu' (to match grammar)
> mm2110_ProgramMsg_DM: for 'repeat' option, changed confirmation mode from 'if
necessary' to 'never'
> mm2120_ChangeMsg_DM: for 'repeat' option, changed confirmation mode from 'if
necessary' to 'never'
> mm2200_BecomePayee_DM: for 'repeat' option, changed confirmation mode from
'if necessary' to 'never'
> mm2210_PayeeMisuse_DM: for 'repeat' option, changed confirmation mode from 'if
necessary' to 'never'
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> mm2300_FormsGeneral_DM: in Grammar, Actions, and Conformations, changed
recognition value 'benefits_verification' to 'proof_of_income'
> mm2400_EarningsMenu_DM: Grammars, set recognition valuses for
'benefits_statement' and 'earnings_statement' (previously unset)
> mm2400_EarningsMenu_DM: enabled (previously overriden) Confirmation prompt
gl_cnf_ini_02 (Always)
> ca0410_TypeOfPhone_DM: corrected typos in Sample Phrases (changed '?i(t's...)'
to '?(it's...)')
> ca0435_EffectiveDate_DM: enabled (previously overriden) Confirmation prompt
gl_cnf_ini_02 (Always), and removed Local confirmation prompt ca0435_cnf_ini_03
06/30/2011 2.7
Full Detailed Design – FINAL (changes highlighted TURQUOISE)
T. Sheeder
> ad0200_ConfirmFull_DM: switched dynamic prompts from pre-recorded audio to
TTS
> na0200_ConfirmName_DM: switched dynamic prompts from pre-recorded audio to
TTS
> rb0410_SuccessMsg_PP: revised prompt rb0410_out_05 to include reference to
'U.S. territory'
> tr0120_ConfirmAddress_DM: switched dynamic prompts from pre-recorded audio to
TTS
> cs0240_OneClaimEnd_DM: changed confirmation mode for 'repeat' option from 'if
necessary' to 'never'
> cs0270_MultiLastClaimEnd_DM: updated sample phrases for 'repeat' option;
disabled global 'repeat' command
> ka0710_GetPlaceOfBirth_DM: added specific slot values for individual states and
territories; add confirmation prompts for states and territories
07/06/2011 2.8
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Full Detailed Design – FINAL (changes highlighted TURQUOISE)
B. Mittelstedter
- imported the updated FOL module into the project
- fl0120_OfficeLocationInfo_DM: added the reco variables and values to the sample
phrases
- fl0125_CardCenterInfo_DM: added the reco variables and values to the sample
phrases
- fl0130_OfficeDirections_DM: added the reco variables and values to the sample
phrases
- dd0410_EffectiveMonth_DM: updated confirmation prompt names so that the index
numbers match the month numbers
- dd0410_EffectiveMonth_DM: added confirmation for option 'as soon as possible'
and added 'this month' and 'next month' to the sample phrases
- tr0310_UnderstandingSS_DM, tr0320_RetirementBenefits_DM,
tr0340_SurvivorBenefits_DM
tr0410_WorkAffectsBenefits_DM, tr0420_DisabledChildrenBenefits_DM, and
tr0430_WomanSS_DM: corrected the reco variable value for option 'skip'
- fl0105_CardCenterNeededQuestion_DM: updated the conditions for option 'yes' on
the actions tab
- mm0600_BackoffMainMenu_DM: over rid the global repeat command and added
repeat option to local DM grammar and actions tab (do not assign first_entry=false)
- mm0610_BackoffOtherOptionsMenu_DM, mm0800_BenefitsApplicaitonMenu_DM,
mm0900_BenefitsMoreOptions_DM, mm1430_SocialSecurityCardMenu_DM,
mm1750_AskPartD_DM, mm1905_Checks_DM, mm1910_LatePaymentMenu_DM,
ca0260_CallingAboutSelf_DM, ca0420_CollectPhoneNumber_DM,
cs0120_ConfirmationNumber_DM, cs0260_NoStatusEnd_DM,
dd0260_CallingAboutSelf_DM, dd0430_AccountType_DM,
dd0440_CollectRoutingNumber_DM, dd0450_CollectAccountNumber_DM,
ka0310_GetSSN_DM, ka0355_TNRSGetName_DM, ka0710_GetPlaceOfBirth_DM,
ka0810_GetLastPaymentAmount_DM, rb0320_PersonLiving_DM,
rb0440_BenefitsStatementEndMenu_DM, tr0200_AskHowManyForms_DM,
tr0310_UnderstandingSS_DM, tr0320_RetirementBenefits_DM,
tr0330_DisabilityBenefits_DM, tr0340_SurvivorBenefits_DM,
tr0410_WorkAffectsBenefits_DM, tr0420_DisabledChildrenBenefits_DM,
tr0430_WomanSS_DM, and tr0540_MoreChoices_DM: over rid the global repeat
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command and added repeat option to local DM grammar and actions tab
07/11/2011 2.9
Full Detailed Design – FINAL (changes highlighted TURQUOISE)
B. Mittelstedter
- cs0230_ni1_01: corrected verbiage from "If want me..." to "If you want me..."
- cs0240_cnf_ini_02: updated verbiage: use 'claim' instead of 'application'
- mm1430_SocialSecurityCardMenu_DM: corrected verbiage on ni 2 and nm2 to
delete the additional option 3.
- mm1905_Checks_DM: updated prompts mm1905_ini_05 and mm1905_ini_06 with
correct third wednesday day (18th instead of 15th)
- mm2120_ChangeMsg_DM: corrected re-entry verbiage from 'areas' to 'area'
- mm2200_BecomePayee_DM: corrected re-entry verbiage from 'areas' to 'area'
07/14/2011 3.0
Full Detailed Design – FINAL (changes highlighted PINK):
B. Mittelstedter
- mm0600_BackoffMainMenu_DM: over rid global 'StartOver' behavior
- mm0210_SFMainMenu_DM: over rid global 'StartOver' behavior
- fl0120_OfficeLocationInfo_DM: updated verbiage in fl0120_ini_35 - included
'Federal'
- fl0125_CardCenterInfo_DM: updated verbiage in fl0125_ini_43 and fl0125_ini_69 to
include 'Federal' holidays
- fl0120_OfficeLocationInfo_DM: removed phone number reference
- fl0125_CardCenterInfo_DM: removed phone number reference
- Global StartOVer: added prompt 'All right. Main Menu.' and go to
mm0200_SFToggle_DS instead of ProcessStartOver_DS
- ProcessStartOver_DS: Deleted
- ka0352_CollectFullName_DS: NEW State - if collect_full_name=true go to
ka0355_TNRSGetName_DM and if collect_full_name=false go to
ka0330_SetCallerNameParameters_DS
- ka0325_TNRSLocation_DS: removed 2nd 'collect_full_name' conditions; If
tnrs_db_upfront=true then always go to ka0350_TNRS_DB
- ka0350_TNRS_DB: update transition for the condition 'If tnrs_statusCode=0000
(success) AND tnrs_db_upfront' then go to new state ka0352_CollectFullName_DS
- fl0115_PhysicalZipCode_DM: changed 2nd prompt from 'initial' to re-entry
- mm0210_SFMainMenu_DM: correct prompt mm0210_cnf_ini_19 to say 'our' instead
of 'or'
- mm0210_SFMainMenu_DM: corrected prompt mm0210_cnf_ini_22 to remove 'the'
- mm0900_BenefitsMoreOptions_DM: corrected prompt mm0900_out_01 to make
'Earning' plural
- mm1105_MedicareCardsMenu_DM: corrected prompt mm1105_ni1_01 so first
option is press 1 and prompt mm1105_nm1_01 added the missing [press] 2
- mm1500_CitizenshipQuestion_DM: corrected prompt mm1500_ni1_01 - added 'the'
- mm1510_CitizenDocumentsMsgPart1_DM: corrected prompt mm1510_nm2_01 to
make 'document' plural
07/20/2011 3.1
Full Detailed Design – FINAL (changes highlighted PINK):
B. Mittelstedter
- fl0102_EvaluateZipCode_DB: added psscc to the success else condition on actions
tab
- fl0105_CardCenterNeededQuestion_DM: added psscc to the yes else condition on
actions tab
- fl0102_EvaluateZipCode_DB: added philly offices 'psscc' to the return card_center
description
- ka0360_SetCallerNameRetryParameters_DS and
ka0330_SetCallerNameParameters_DS and
ka0420_SetAlternativeNameParameters_DS and
ka0610_SetMaidenNameParameters_DS: no longer
assign'collectname_collectfortranscription
- removed the variable 'collectname_collectfortranscription'
- mm3020_ProcessTransfer_DS: added level 2 conditions 'If transfer_reason=error or
failure' and 'else'
- mm0310_ChangeOfAddress_SD: If coa_transaction_status=failure assign
transfer_reason=failure
- mm0320_FieldOfficeLocator_SD: If fol_transaction_status=failure assign
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transfer_reason=failure
- mm0330_DirectDeposit_SD: If dd_transaction_status=failure assign
transfer_reason=failure
- mm0505_BEVE_SD: If beve_transaction_status=failure assign
transfer_reason=failure
- mm0520_ApplicationStatus_SD: If claims_transaction_status=failure assign
transfer_reason=failure
- mm0530_BenefitsStatement_SD: If benefits_transaction_status=failure assign
transfer_reason=failure
- mm0550_Transcription_SD: If transcription_transaction_status=failure assign
transfer_reason=failure
- mm0565_MRC_SD: If mrc_transaction_status=failure assign
transfer_reason=failure
- generated unnamed prompt names
- mm0122_AfterHoursCheck_DS: NEW STATE
- mm0124_OfficeClosedMsg_PP: NEW STATE
- mm0120_RecordingMsg_DM: updated the transitions for no match 2 and no input 1
to go to mm0122_AfterHoursCheck_DS instead of mm0125_ABRStatus_DS
- mm1810_CitizenshipMsg_DM :mm1810_ni1_01 - corrected verbiage, say '...on
becoming...' instead of '...about becoming...'
- mm1905_Checks_DM: mm1905_ini_04 - corrected verbiage, removed 'the' before
February 3rd
- na0150_SpellLast_DM: updated duplicate nm2 prompts to no input
- mm3020_ProcessTransfer_DS: added territory conditions (once received, I'll need
to add the hours for Guam, American Simoa, and Marietaa Islands)
07/22/2011 3.2
Full Detailed Design – FINAL (changes highlighted PINK):
B. Mittelstedter
* fl0120_OfficeLocationInfo_DM: updated address readback
* fl0125_CardCenterInfo_DM: updated address readback
* mm1760_HelpWithDrugCosts_DM: updated verbiage in mm1760_ini_05 (...married
couple living together.) and mm1760_ini_01 (resources must be limited to)
* added variable address_returned to appendix (used in
tr0110_ReverseANILookup_DB)
* mm0530_BenefitsStatement_SD: added condition to actions 'Elseif
benefits_statement_transaction_status=replacement go to MM3000'
07/26/2011 3.3
Full Detailed Design – FINAL (changes highlighted PINK):
B. Mittelstedter
- mm0124_OfficeClosedMsg_PP: updated office hours verbiage
- mm3020_ProcessTransfer_DS: updated office hours verbiage
- na0200_ConfirmName_DM: updated the first and last name conditions to always
confirm first and last name if name_collect_task=caller
- mm0900_BenefitsMoreOptions_DM: assigned 'current_task=benefits_verification'
for the 'proof of income' option
- mm1900_ReceivingBenefits_DM: assigned 'current_task=checks' for the 'yes' option
- re-imported FOL module
08/02/2011 3.4
Full Detailed Design – FINAL (changes highlighted PINK):
B. Mittelstedter
- mm0600_BackoffMainMenu_DM: updated the comments in the sample expressions
to accurately reflect the options
- mm0600_BackoffMainMenu_DM: included the sample phrases 'application status'
and 'check application status' for the return grammar value application_status
- cs0240_OneClaimEnd_DM: removed the local repeat option from the grammar and
the no match prompts if condition is office_hours=true
- cs0120_ConfirmationNumber_DM: added a developer note and a local command
action for 'StartOver' to assign confirmation_number_first_entry=true.
- Regenerated prompt names (mm0900_out_04 and mm1900_out_02 were missing,
but are in UI now)
08/04/2011 3.5
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Full Detailed Design – FINAL:
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- - mm0110_LanguageSelection_DM: over rid the global operator and repeat
commands
08/10/2011 3.6
Full Detailed Design – FINAL (changes highlighted PINK):
B. Mittelstedter
* cs0260_NoStatusEnd_DM: updated prompt cs0260_nm1_01, removed repeat
option (fix for CR3950)
* mm1720_MedicareEnrollMsg_DM: updated the 2nd no match 2 (mm1720_nm2_04)
to be no input 2 re-named prompt from mm1720_nm2_04 to mm1720_ni2_02 (fix for
CR3975)
* Appendix A: updated tnrs_checked variable default = false (fix for CR3967)
* ka0410_AltNameQuestion_DM: updated no match 2 from a script to a prompt and
named prompt (ka0410_nm2_01)
* mm0130_GetVariablesAnn_DB: broke broadcastPrompt, startTime, and endTime
into three separate variables.
* mm0130_GetVariablesAnn_DB: simplified the condition in the actions tab that goes
to mm0140 and added a developer note.
* mm0140_EmergencyMsg_PP: added secondary conditions and included silence in
the comments instead of as prompts (should play after)
* mm0140_EmergencyMsg_PP:added 'Else' condition to the actions tab
08/15/2011 3.7
Full Detailed Design – FINAL (changes highlighted PINK):
B. Mittelstedter
* fl0120_OfficeLocationInfo_DM: fl0120_ini_01 - updated prompt verbiage, changed
'nearest' to 'servicing'
* fl0120_OfficeLocationInfo_DM: fl0120_ini_07 - updated prompt verbiage, changed
'their' to 'the'
* fl0125_CardCenterInfo_DM: fl0125_ini_08 and fl0125_ini_39 - updated prompt
verbiage, changed 'their' to 'the'
* fl0115_PhysicalZipCode_DM: fl0115_out_01 - updated prompt verbiage, changed
'nearest' to 'servicing'
* fl0120_OfficeLocationInfo_DM: updated verbiage in initial, no match, and no input
prompts to remove directions option
* fl0120_OfficeLocationInfo_DM: removed confirmation for 'directions'
* fl0125_CardCenterInfo_DM: removed confirmation for 'directions'
* fl0125_CardCenterInfo_DM: updated verbiage
08/22/2011 3.8
Full Detailed Design – FINAL (changes highlighted PINK):
B. Mittelstedter
* ka0510_GetDOB_DM: clarified the initial prompt conditions
* fl0100_GetZipCode_DM: clarified condition for reprompt (fix CR4005)
* ad0240_ExitSuccessPrompts_PP: updated developer note; always play the same
exit prompt instead of playing 1 random exit prompt out of 3
* global: gl_cnf_ni3_01 and gl_cnf_nm3_01 - updated prompt verbiage to
accomodate dev restrictions
* tr0550_ConcludeChoices_PP: add condition 'if pamphlet_get_number=0, prompt
and return to calling dialogue and condition 'else'
* ka0340_GetCallerName_SD: If name_status=success and tnrs_checked=true,
updated second condition
* ka0370_GetCallerNameRetry_SD: removed comment for condition 'If name_status
= success and if tnrs_checked = true' and updated the level 2 condition; no longer
assign the caller_alternative_name
* ka0400_AltNameNull_DS: removed the second condition 'Else if
caller_alternative_name=NULL AND tnrs_checked=true' and updated the first
condition to remove tnrs_checked = false
* ka0355_TNRSGetName_DM: Removed the comment and added the conditions
08/25/2011 3.9
Full Detailed Design – FINAL (changes highlighted PINK):
B. Mittelstedter
* ca0435_EffectiveDate_DM: removed 'April' from the sample phrases
* ad0140_FullAddress_DM: removed help command (ad0140_cnf_help1_01)
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* ad0150_SecondaryAddress_DM: removed help command (ad0150_cnf_help1_01)
* tr0540_MoreChoices_DM: updated conditions if option = 'yes'
* tr0545_PamphletCheck_DS: NEW STATE
* tr0310_UnderstandingSS_DM: updated initial re-prompt condition
* tr0320_RetirementBenefits_DM, tr0330_DisabilityBenefits_DM,
tr0340_SurvivorBenefits_DM, tr0410_WorkAffectsBenefits_DM,
tr0420_DisabledChildrenBenefits_DM, tr0430_WomanSS_DM: updated initial reprompt condition
09/06/2011 4.0
Full Detailed Design – FINAL (changes highlighted PINK):
Brook
Mittelstedter
* ca0435_EffectiveDate_DM: removed 'April' from the sample phrases
* ad0140_FullAddress_DM: removed help command (ad0140_cnf_help1_01)
* ad0150_SecondaryAddress_DM: removed help command (ad0150_cnf_help1_01)
* tr0540_MoreChoices_DM: updated conditions if option = 'yes'
* tr0545_PamphletCheck_DS: NEW STATE
* tr0310_UnderstandingSS_DM: updated initial re-prompt condition
* tr0320_RetirementBenefits_DM, tr0330_DisabilityBenefits_DM,
tr0340_SurvivorBenefits_DM, tr0410_WorkAffectsBenefits_DM,
tr0420_DisabledChildrenBenefits_DM, tr0430_WomanSS_DM: updated initial reprompt condition
* cs0200_ClaimsRetrieval_DB: removed 1111=Application is in off season (Dec. 15 Jan. 31) from the cs_statusCode return description.
* ka0510_GetDOB_DM: specified that 6-8 digits should be allowed for DOB entry
* ad0150_SecondaryAddress_DM: added suite, building, floor, and mailstop to
sample phrases, grammar, and confirmation.
* ad0150_SecondaryAddress_DM: overrid the global no match/no input confirmation
prompts
*ad0140_FullAddress_DM: overrid the global no match/no input confirmation prompts
09/23/2011 4.1
Full Detailed Design – FINAL (changes highlighted PINK):
B. Mittelstedter
FOL
* Updated the following promtps to replace 'field office' with 'local office':
fl0100_nm2_01fl0100_nm2_01, fl0100_ni2_01, fl0120_ini_02, fl0120_nm2_02,
fl0120_ni2_01, fl0120_nm2_01, fl0120_ni2_02, fl0125_ini_24, fl0125_ini_25,
fl0125_ree_01, fl0125_ree_02, fl0125_nm1_01, fl0125_nm1_02, fl0125_nm2_01,
fl0125_nm2_02, fl0125_ni1_01, fl0125_ni1_02, fl0125_ni2_01, fl0125_ni2_02,
fl0125_cnf_ini_02, fl0150_out_01
- fl0125_CardCenterInfo_DM: updated the sample phrase from 'field office' to 'local
office'
Other updates
* ad0260_Recording_DM: grayed state out since doesn't apply to SSA design
* ad0150_SecondaryAddress_DM: abbreviated return grammars (i.e. instead of
apartment use apt)
* mm0600_BackoffMainMenu_DM: assigned current task for office locations
* * mm1720_MedicareEnrollMsg_DM: Updated verbiage in prompt mm1720_ini_01
and removed conditions for option 2 (remove prompt mm1720_out_01)
10/18/2011 4.2
Full Detailed Design – FINAL (changes highlighted PINK):
Brook
Mittelstedter
- ka0105__AttestFlagCheck_DS: NEW STATE
- fl0125_CardCenterInfo_DM: removed exit prompt fl0125_out_04
- ka0220_OMBNumber_PP: added dev note
- ka0100_ElementsCheck_DB: added dev note
10/27/2011 4.3
NLU updates made after tagging (changes highlighted in ORANGE):
Brook
Mittelstedter
- mm0420_SS5VerifyMsg_DM: updated node name to
mm0420_AddressVerifyMsg_DM
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- mm0210_SFMainMenu_DM: added the following options and corresponding actions
/confirmations: address, disability, employment, proof_of_income, ssn_verify,
replacement_general, update_info, appeal_new, appointment, back_payment,
balance, benefits_problem, billing, birth, cancel, card_social_security, case_change,
change_ssi, check_replacement,child_support, circuit_breaker, citizenship,
claim_medicare, college, complaint, death, debit_card, deductions,dependent,
disability_other, divorce, earnings_general, employment_change, fax, food_stamps,
fraud, housing,insurance, legal, letter,license, loans, marriage, military,
new_application_status, new_claim, password, payment_amount,
payment_arrangement, payment_over, payment_stop, pension, refund, retirement,
return_call, tax_withholding, w2_form
- mm0210_SFMainMenu_DM: updated the option ss5_verify to name_address_verify
- mm0430_AddressDisambig_DM: NEW STATE
- mm0440_DisabilityDisambig_DM: NEW STATE
- mm0450_EmploymentDisambig_DM: NEW STATE
- mm0460_SSNVerification_DM: NEW STATE
- mm0470_ReplacementDisambig_DM: NEW STATE
- fl0105_out_05: deleted prompt
- mm1210_InternetAddress_DM: added the option 'problem'. Updated all prompting
and corresponding actions /confirmations.
- mm0420_SS5VerifyMsg_DM: updated node name to
mm0420_AddressVerifyMsg_DM
- mm0210_SFMainMenu_DM: updated prompt verbiage - mm0210_cnf_ini_02,
mm0210_cnf_ini_06, mm0210_out_07, and mm0210_cnf_ini_10
10/28/2011 4.4
NLU updates made after tagging (changes highlighted in ORANGE):
Brook
Mittelstedter
* mm0210_SFMainMenu_DM: updated grammar options to match app tag
* over rid the global agent option and added locally
10/31/2011 4.5
Updated made per executive review changes highlighted in YELLOW):
Brook
Mittelstedter
* mm0610_BackoffOtherOptionsMenu_DM: Updated initial and no match /no input
verbiage and DTMF grammar options to make 'apply for benefits' the second option
instead of the fourth.
11/04/2011 4.6
Cola and tax messages are dynamic and come from RAU Updated made per
executive review changes highlighted in YELLOW):
Brook
Mittelstedter
- mm0300_COLAMsg_DM: DELETED
- mm0300_GetCOLABroadcast_DB: NEW STATE
- mm0302_COLAMsg_PP: NEW STATE
- mm0303_AskRepeatCola_DM: NEW STATE
- mm0400_TaxesMsg_DM: DELETED
- mm0400_GetTaxesBroadcast_DB: NEW STATE
- mm0405_TaxesMsg_PP: NEW STATE
- mm0410_AskRepeatTaxes_DM: NEW STATE
- mm0210_SFMainMenu_DM: updated the action for 'cost of living adjustment' to go
to mm0300_GetCOLABroadcast_DB instead of mm0300_COLAMsg_DM
- mm0210_SFMainMenu_DM: updated the action for 'tax_general' to go to
mm0400_GetTaxesBroadcast_DB instead of mm0400_TaxesMsg_DM
- mm0210_SFMainMenu_DM: updated the action for the option 'benefits_verification'
to go to mm2000_ReceivingBenefits_DM instead of bv0100_PingHost_DB.
- mm0440_DisabilityDisambig_DM: added sample expressions for 'else'
- mm1210_InternetAddress_DM: corrected the grammar value for 'problem'
11/15/2011 4.7
Changes made for NLU build out highlighted in YELLOW:
Brook
Mittelstedter
- mm0210_SFMainMenu_DM: updated confirmation mode to 'always' for the agent
option
- mm0210_SFMainMenu_DM: added local main menu option to the grammars,
action, and confirmation.
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- mm0405_TaxesMsg_PP: added static prompts
11/30/2011 4.8
Changes made pursuant to NLU build out (highlighted in a sort of SAGE GREEN):
T. Sheeder
> corrected reco option ‘1099_benefits_statement’ (changed upper to lower case) on
the confirmation tab
> corrected label for ‘1099_benefits_statement’ (changed upper to lower case) on the
actions tab
> corrected reco option ‘claims_status_general’ (changed ‘claim_...’ to ‘claims_...’)
on the confirmation tab
> corrected reco option ‘claims_status_new’ (changed ‘status_...’ to ‘claims_...’) on
the confirmation tab
> corrected reco option ‘transfer_check_replacement’ (changed ‘…_replacment’ to
‘…_replacement’) on the grammar tab
> added ‘spanish’ option on the actions tab
12/05/2011 4.9
Changes per CRs (highlighted in a sort of TEAL):
T. Sheeder
> CR5006: mm0405_TaxesMsg_PP - revised prompt names and adjusted logic (to
accomodate final silence)
> CR5033: mm0410_AskRepeatTaxes_DM - revised summary (changed from COLA
to taxes); changed 'go to' for repeat command (from 0302 to 0405)
> CR5034: added 'go to' states for yes and no options (missing)
> CR5037: removed (unshared) 'event.conf.noinput' from global Recovery Behavior
> CR5040: added'repeat' option to Actions table (previously missing); removed
(disabled) repeat command (global in conflict with state grammar)
> CR5022: mm2050_FutureBenefitsBudgetaryMsg_PP - revised prompt text ('this' for
'the') to match recorded prompt
> CR5043: mm1220_InternetInformation_DM - corrected 'noinput2' behavior
(mislabled 'nomatch2') and changed prompt name (from 'mm1220_nm2_03' to
'mm1220_ni2_01')
> CR5049: mm1940_LatePaymentExit_DM - added prompts (global repeat prompt) to
local repeat behavior
> CR5025: changed max disconfirmation limit from 2 (global behavior) to 1
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Table of Contents
Revision History ........................................................................................................................................ 2
Table of Contents .................................................................................................................................... 15
Chapter 1: Global Behavior .......................................................................................................................... 22
1.1 Recovery Behavior ............................................................................................................................. 22
1.2 Global Commands .............................................................................................................................. 22
1.3 Global Confirmation ........................................................................................................................... 22
1.4 Global Config Parameters................................................................................................................... 23
Chapter 2: Detailed Dialog Specification ..................................................................................................... 25
2.1 main Dialog ........................................................................................................................................ 25
mm0050_EntryRouting_DS ................................................................................................................. 25
mm0100_WelcomeMsg_PP ................................................................................................................. 25
mm0110_LanguageSelection_DM ....................................................................................................... 26
mm0120_RecordingMsg_DM .............................................................................................................. 26
mm0122_AfterHoursCheck_DS........................................................................................................... 27
mm0124_OfficeClosedMsg_PP ........................................................................................................... 28
mm0125_ABRStatus_DS ..................................................................................................................... 28
mm0130_GetVariablesAnn_DB........................................................................................................... 28
mm0140_EmergencyMsg_PP .............................................................................................................. 29
mm0150_SpanishApp_EC ................................................................................................................... 30
mm0160_WebsiteInfo_PP .................................................................................................................... 30
mm0200_SFToggle_DS ....................................................................................................................... 31
mm0210_SFMainMenu_DM ............................................................................................................... 31
mm0300_GetCOLABroadcast_DB ...................................................................................................... 43
mm0302_COLAMsg_PP ...................................................................................................................... 44
mm0303_AskRepeatCola_DM ............................................................................................................ 44
mm0305_ChangeOfAddressKBA_DS ................................................................................................. 45
mm0310_ChangeOfAddress_SD ......................................................................................................... 46
mm0320_FieldOfficeLocator_SD ........................................................................................................ 46
mm0325_DirectDepositKBA_DS ........................................................................................................ 47
mm0330_DirectDeposit_SD ................................................................................................................ 47
mm0400_GetTaxesBroadcast_DB ....................................................................................................... 48
mm0405_TaxesMsg_PP ....................................................................................................................... 48
mm0410_AskRepeatTaxes_DM........................................................................................................... 49
mm0420_AddressVerifyMsg_DM ....................................................................................................... 50
mm0430_AddressDisambig_DM ......................................................................................................... 52
mm0440_DisabilityDisambig_DM ...................................................................................................... 53
mm0450_EmploymentDisambig_DM ................................................................................................. 55
mm0460_SSNVerification_DM ........................................................................................................... 56
mm0470_ReplacementDisambig_DM ................................................................................................. 57
mm0500_BEVEKBA_DS .................................................................................................................... 59
mm0505_BEVE_SD ............................................................................................................................ 59
mm0515_ApplicationStatusKBA_DS .................................................................................................. 60
mm0520_ApplicationStatus_SD .......................................................................................................... 60
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mm0525_BenefitsStatementKBA_DS ................................................................................................. 61
mm0530_BenefitsStatement_SD.......................................................................................................... 61
mm0540_BestTimeMsg_PP ................................................................................................................. 62
mm0545_TranscriptionKBA_DS ......................................................................................................... 62
mm0550_Transcription_SD ................................................................................................................. 63
mm0560_MRCKBA_DS...................................................................................................................... 63
mm0565_MRC_SD .............................................................................................................................. 63
mm0600_BackoffMainMenu_DM ....................................................................................................... 64
mm0610_BackoffOtherOptionsMenu_DM .......................................................................................... 67
mm0700_Benefits_DM ........................................................................................................................ 69
mm0800_BenefitsApplicationMenu_DM ............................................................................................ 71
mm0810_ApplicationStatusQuestion_DM .......................................................................................... 73
mm0900_BenefitsMoreOptions_DM ................................................................................................... 74
mm0910_UpdatePersonalInfo_DM ...................................................................................................... 77
mm1100_SocialSecurityCardsMenu_DM ............................................................................................ 79
mm1105_MedicareCardsMenu_DM .................................................................................................... 80
mm1110_UpdatePersonalInfo_DM ...................................................................................................... 82
mm1210_InternetAddress_DM ............................................................................................................ 84
mm1220_InternetInformation_DM ...................................................................................................... 85
mm1300_WhichCard_DM ................................................................................................................... 86
mm1310_BothCardsMsg_PP ............................................................................................................... 88
mm1400_SSReplacementMsg_PP ....................................................................................................... 89
mm1410_SSNewMsg_PP .................................................................................................................... 89
mm1420_SSUpdateMsg_PP................................................................................................................. 90
mm1430_SocialSecurityCardMenu_DM ............................................................................................. 90
mm1500_CitizenshipQuestion_DM ..................................................................................................... 92
mm1510_CitizenDocumentsMsgPart1_DM ........................................................................................ 94
mm1512_CitizenDocumentsMsgPart2_DM ........................................................................................ 96
mm1515_NonCitizenDocumentsMsgPart1_DM ................................................................................. 97
mm1517_NonCitizenDocumentsMsgPart2_DM ................................................................................. 99
mm1519_NonCitizenDocumentsMsgPart3_DM ............................................................................... 101
mm1520_GetForm_DM ..................................................................................................................... 102
mm1530_WebsiteInstructions_DM.................................................................................................... 105
mm1600_SubmitForm_DM ............................................................................................................... 106
mm1700_MedicareApplyMenu_DM ................................................................................................. 107
mm1710_ReplacementCardQuestion_DM......................................................................................... 108
mm1720_MedicareEnrollMsg_DM ................................................................................................... 109
mm1730_MedicareDrugQuestion_DM .............................................................................................. 111
mm1740_MedicareSusidyMsg_DM................................................................................................... 112
mm1750_AskPartD_DM .................................................................................................................... 113
mm1760_HelpWithDrugCosts_DM ................................................................................................... 114
mm1770_OrderDrugFormQuestion_DM ........................................................................................... 116
mm1800_SSIMenu_DM .................................................................................................................... 117
mm1810_CitizenshipMsg_DM .......................................................................................................... 119
mm1900_ReceivingBenefits_DM ...................................................................................................... 120
mm1905_Checks_DM ........................................................................................................................ 121
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mm1907_LatePaymentQuestion_DM ................................................................................................ 124
mm1910_LatePaymentMenu_DM ..................................................................................................... 125
mm1920_DepositMsg_PP .................................................................................................................. 127
mm1930_MailMsg_PP ....................................................................................................................... 128
mm1940_LatePaymentExit_DM ........................................................................................................ 128
mm2000_ReceivingBenefits_DM ...................................................................................................... 129
mm2010_BenefitsEarnings_DM ........................................................................................................ 131
mm2030_OtherQuestions_DM........................................................................................................... 132
mm2040_FutureBenefits_DM ............................................................................................................ 133
mm2050_FutureBenefitsBudgetaryMsg_PP ...................................................................................... 135
mm2100_RepPayeeMenu_DM .......................................................................................................... 136
mm2110_ProgramMsg_DM ............................................................................................................... 138
mm2120_ChangeMsg_DM ................................................................................................................ 140
mm2200_BecomePayee_DM ............................................................................................................. 142
mm2210_PayeeMisuse_DM............................................................................................................... 144
mm2300_FormsGeneral_DM ............................................................................................................. 147
mm2400_EarningsMenu_DM ............................................................................................................ 148
mm3000_ABRStatus_DS ................................................................................................................... 150
mm3002_PingHost_DB...................................................................................................................... 151
mm3005_KBAuthentication_SD........................................................................................................ 152
mm3020_ProcessTransfer_DS ........................................................................................................... 152
mm3030_CallTransfer_CX ................................................................................................................ 153
2.2 AddressOSDM Dialog ...................................................................................................................... 154
ad0100_BranchCollectedZipSet_DS .................................................................................................. 154
ad0050_EntryPrompt_DM ................................................................................................................. 154
ad0110_zipcode_DM.......................................................................................................................... 155
ad0120_ZipLookup_DB ..................................................................................................................... 156
ad0130_ZipLookupErrorPrompt_PP .................................................................................................. 156
ad0140_FullAddress_DM .................................................................................................................. 157
ad0150_SecondaryAddress_DM ........................................................................................................ 159
ad0160_BranchConfirmOrNot_DS .................................................................................................... 161
ad0200_ConfirmFull_DM .................................................................................................................. 161
ad0210_BranchExceedMaxCorrections_DS ...................................................................................... 164
ad0220_CheckPreviousConfirmations_DS ........................................................................................ 164
ad0230_ExitFailurePrompts_PP ......................................................................................................... 164
ad0240_ExitSuccessPrompts_PP ....................................................................................................... 165
ad0250_BranchRecordOrNot_DS ...................................................................................................... 165
ad0260_Recording_DM ..................................................................................................................... 165
2.3 BenefitsVerification Dialog .............................................................................................................. 167
bv0100_PingHost_DB ........................................................................................................................ 167
bv0130_KBAuthentication_SD .......................................................................................................... 167
bv0210_BEVESuccess_PP ................................................................................................................. 168
bv0220_TransactionEnd_PP............................................................................................................... 168
2.4 ChangeOfAddress Dialog ................................................................................................................. 170
ca0100_PingHost_DB ........................................................................................................................ 170
ca0200_IntroMsg_PP ......................................................................................................................... 170
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ca0220_ReceivingBenefits_DM ......................................................................................................... 171
ca0230_NotEligible_DM .................................................................................................................... 172
ca0240_NotEligibleDetails_DM ........................................................................................................ 173
ca0260_CallingAboutSelf_DM .......................................................................................................... 175
ca0300_KBAuthentication_SD .......................................................................................................... 176
ca0310_TypeOfChange_DM .............................................................................................................. 177
ca0320_SetAddressParameters_DS .................................................................................................... 178
ca0330_AddressOSDM_SD ............................................................................................................... 179
ca0400_RemoveOrChangePhone_DM .............................................................................................. 180
ca0410_TypeOfPhone_DM ................................................................................................................ 181
ca0420_CollectPhoneNumber_DM .................................................................................................... 182
ca0430_COAEffectiveASAP_DM ..................................................................................................... 184
ca0435_EffectiveDate_DM ................................................................................................................ 185
ca0440_SendAddressPhone_DB ........................................................................................................ 186
2.5 ClaimStatusRequests Dialog ............................................................................................................ 189
cs0100_PingHost_DB ........................................................................................................................ 189
cs0110_KBAuthentication_SD .......................................................................................................... 189
cs0120_ConfirmationNumber_DM .................................................................................................... 190
cs0200_ClaimsRetrieval_DB ............................................................................................................. 192
cs0210_WhichClaim_DM .................................................................................................................. 194
cs0220_ClaimStatusMsg_PP .............................................................................................................. 196
cs0230_RepeatStatus_DM.................................................................................................................. 200
cs0240_OneClaimEnd_DM ................................................................................................................ 201
cs0250_MultiClaimEnd_DM ............................................................................................................. 202
cs0260_NoStatusEnd_DM ................................................................................................................. 204
cs0270_MultiLastClaimEnd_DM....................................................................................................... 206
2.6 DirectDeposit Dialog ........................................................................................................................ 209
dd0100_PingHost_DB ........................................................................................................................ 209
dd0200_IntroMsg_PP ......................................................................................................................... 209
dd0220_ReceivingBenefits_DM ........................................................................................................ 210
dd0230_NotEligible_PP ..................................................................................................................... 211
dd0260_CallingAboutSelf_DM .......................................................................................................... 211
dd0300_KBAuthentication_SD .......................................................................................................... 213
dd0400_DDEffectiveASAP_DM ....................................................................................................... 213
dd0410_EffectiveMonth_DM............................................................................................................. 214
dd0430_AccountType_DM ................................................................................................................ 218
dd0440_CollectRoutingNumber_DM ................................................................................................ 220
dd0450_CollectAccountNumber_DM ................................................................................................ 222
dd0460_SendDirectDepositInfo_DB .................................................................................................. 224
2.7 FieldOfficeLocator Dialog................................................................................................................ 226
fl0100_GetZipCode_DM .................................................................................................................... 226
fl0102_EvaluateZipCode_DB ............................................................................................................ 227
fl0105_CardCenterNeededQuestion_DM .......................................................................................... 228
fl0115_PhysicalZipCode_DM ............................................................................................................ 229
fl0120_OfficeLocationInfo_DM ........................................................................................................ 230
fl0125_CardCenterInfo_DM .............................................................................................................. 234
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fl0135_FindFOFromZip_DB.............................................................................................................. 239
fl0140_ZipFailedFirstTimeMsg_PP ................................................................................................... 240
fl0150_NoFOMsg_PP ........................................................................................................................ 241
2.8 KnowledgeBasedAuthentication Dialog .......................................................................................... 242
ka0100_ElementsCheck_DB .............................................................................................................. 242
ka0105__AttestFlagCheck_DS .......................................................................................................... 243
ka0110_AttestCheck_DS .................................................................................................................... 244
ka0200_PreAttestationMsg_PP .......................................................................................................... 244
ka0210_AttestationQuestion_DM ...................................................................................................... 245
ka0220_OMBNumber_PP .................................................................................................................. 247
ka0225_WhichActDetails_DM .......................................................................................................... 247
ka0230_PrivacyActDetails_DM ......................................................................................................... 249
ka0240_PaperworkActDetails_DM .................................................................................................... 251
ka0250_PrivacyEndMenu_DM .......................................................................................................... 252
ka0260_PaperworkEndMenu_DM ..................................................................................................... 253
ka0270_PerjuryMessage_DM ............................................................................................................ 254
ka0300_SSNNull_DS ......................................................................................................................... 256
ka0310_GetSSN_DM ......................................................................................................................... 256
ka0320_NameNull_DS ....................................................................................................................... 258
ka0325_TNRSLocation_DS ............................................................................................................... 258
ka0330_SetCallerNameParameters_DS ............................................................................................. 258
ka0340_GetCallerName_SD .............................................................................................................. 259
ka0350_TNRS_DB ............................................................................................................................. 260
ka0352_CollectFullName_DS ............................................................................................................ 261
ka0355_TNRSGetName_DM............................................................................................................. 261
ka0360_SetCallerNameRetryParameters_DS .................................................................................... 263
ka0370_GetCallerNameRetry_SD ..................................................................................................... 264
ka0400_AltNameNull_DS.................................................................................................................. 264
ka0410_AltNameQuestion_DM ......................................................................................................... 265
ka0420_SetAlternativeNameParameters_DS ..................................................................................... 266
ka0430_GetAlternativeName_SD ...................................................................................................... 267
ka0500_DOBNull_DS ........................................................................................................................ 267
ka0510_GetDOB_DM ........................................................................................................................ 268
ka0600_MaidenNameNull_DS........................................................................................................... 269
ka0610_SetMaidenNameParameters_DS ........................................................................................... 270
ka0620_GetMaidenName_SD ............................................................................................................ 270
ka0700_POBNull_DS ........................................................................................................................ 271
ka0710_GetPlaceOfBirth_DM ........................................................................................................... 271
ka0800_LastPaymentNull_DS ........................................................................................................... 277
ka0810_GetLastPaymentAmount_DM .............................................................................................. 278
ka0820_CantProceedMsg_PP............................................................................................................. 279
ka0830_ScreenPopSplashReturn_PP ................................................................................................. 280
ka0900_CheckingInfoMsg_PP ........................................................................................................... 281
ka0905_ScreenSplashKB_DB ............................................................................................................ 281
ka0910_QueryKB_DB ....................................................................................................................... 282
ka0920_SuccessMsg_PP .................................................................................................................... 284
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ka0930_FailureMsg_PP...................................................................................................................... 285
ka0940_AccountBlockedMsg_PP ...................................................................................................... 285
2.9 MedicareReplacementCard Dialog ................................................................................................... 287
mr0100_PingHost_DB ....................................................................................................................... 287
mr0130_KBAuthentication_SD ......................................................................................................... 287
mr0210_MRCSuccess_PP .................................................................................................................. 288
mr0220_TransactionEnd_PP .............................................................................................................. 288
2.10 NameOSDM Dialog ....................................................................................................................... 290
na0110_PlayEntryPrompt_PP ............................................................................................................ 290
na0120_SayAndSpellFirst_DM .......................................................................................................... 290
na0130_SayAndSpellLast_DM .......................................................................................................... 292
na0140_SpellFirst_DM ...................................................................................................................... 294
na0150_SpellLast_DM ....................................................................................................................... 296
na0200_ConfirmName_DM ............................................................................................................... 298
na0210_ExitSuccessPrompts_PP ....................................................................................................... 300
na0220_ConfirmationApology_PP..................................................................................................... 301
2.11 ReplacementBenefitStatement Dialog ............................................................................................ 302
rb0110_CurrentYearQuestion_DM .................................................................................................... 302
rb0130_1099JanuaryEnd_DM ............................................................................................................ 303
rb0200_PingHost_DB ........................................................................................................................ 305
rb0300_KBAuthentication_SD .......................................................................................................... 305
rb0310_FormForSelf_DM .................................................................................................................. 306
rb0320_PersonLiving_DM ................................................................................................................. 307
rb0330_DeceasedSocial_DM ............................................................................................................. 308
rb0400_SendStatement_DB ............................................................................................................... 310
rb0410_SuccessMsg_PP ..................................................................................................................... 311
rb0420_NoRelationshipEnd_DM ....................................................................................................... 312
rb0440_BenefitsStatementEndMenu_DM ......................................................................................... 313
2.12 Transcription Dialog ....................................................................................................................... 315
tr0105_PlayTransIntro_PP ................................................................................................................. 315
tr0110_ReverseANILookup_DB ........................................................................................................ 315
tr0120_ConfirmAddress_DM ............................................................................................................. 316
tr0130_SetAddressParameters_DS ..................................................................................................... 318
tr0140_AddressOSDM_SD ................................................................................................................ 318
tr0200_AskHowManyForms_DM...................................................................................................... 319
tr0210_SubmitRequest_DB ................................................................................................................ 321
tr0220_SuccessMsg_PP...................................................................................................................... 321
tr0240_FailureMsg_PP ....................................................................................................................... 322
tr0310_UnderstandingSS_DM ........................................................................................................... 323
tr0320_RetirementBenefits_DM ........................................................................................................ 324
tr0330_DisabilityBenefits_DM .......................................................................................................... 326
tr0340_SurvivorBenefits_DM ............................................................................................................ 328
tr0410_WorkAffectsBenefits_DM ..................................................................................................... 329
tr0420_DisabledChildrenBenefits_DM .............................................................................................. 331
tr0430_WomanSS_DM ...................................................................................................................... 333
tr0540_MoreChoices_DM .................................................................................................................. 334
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tr0545_PamphletCheck_DS ............................................................................................................... 336
tr0550_ConcludeChoices_PP ............................................................................................................. 337
Appendix A: Variable Table ....................................................................................................................... 339
Variables ................................................................................................................................................. 339
Recognition Variables ............................................................................................................................ 349
Appendix B: Grammar Mapping Table ...................................................................................................... 356
main ........................................................................................................................................................ 356
AddressOSDM ........................................................................................................................................ 358
BenefitsVerification ................................................................................................................................ 359
ChangeOfAddress ................................................................................................................................... 359
ClaimStatusRequests .............................................................................................................................. 359
DirectDeposit .......................................................................................................................................... 359
FieldOfficeLocator ................................................................................................................................. 360
KnowledgeBasedAuthentication ............................................................................................................ 360
MedicareReplacementCard..................................................................................................................... 360
NameOSDM ........................................................................................................................................... 361
ReplacementBenefitStatement ................................................................................................................ 361
Transcription ........................................................................................................................................... 361
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Chapter 1: Global Behavior
1.1 Recovery Behavior
Recovery Behavior
Type
Condition
Action
Transition
nomatch 1
Always
--
--
nomatch 2
Always
--
--
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
Always
--
--
noinput 2
Always
--
--
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
event.conf.noinput 1
--
--
goto : mm3000_ABRStatus_DS
event.conf.nomatch 1
--
--
goto : mm3000_ABRStatus_DS
event.nomatch 1
--
--
goto : mm3000_ABRStatus_DS
1.2 Global Commands
Grammar
Sample Expressions
DTMF
Command
Confirm
start over, main menu
*
StartOver
If Necessary
agent, operator, representative
0
operator
Always
repeat that, repeat
9
repeat
Never
Actions
Command
Condition
Action
Transition
repeat
--
Prompt : [gl_repeat_01]
Sure.
Re-Recognition : Reprompt
operator
--
Confirm :
goto : mm3000_ABRStatus_DS
StartOver
--
Prompt : [gl_StartOver_01]
All right. Main Menu.
goto : mm0200_SFToggle_DS
Command Confirmations
Command
Condition
Name
Wording
StartOver
Always
gl_cnf_StartOver_ Sounds like you want to go back to the main menu. Is that right?
01
operator
Always
gl_cnf_operator_0 You'd like to speak to someone. Right?
1
1.3 Global Confirmation
Initial Prompts
Option
Condition
Name
Wording
--
Always
gl_cnf_ini_01
You want
--
Always
gl_cnf_ini_02
Right?
Grammar
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Sample Phrases:
yes: yes, correct, right
no: no, no that's not correct, no it's not, no that's not right
Actions
Condition
Action
Transition
Upon negative confirmation
Prompt: [gl_cnf_out_01]
My Mistake
Collection
Upon positive confirmation
--
Node Action
Recovery Behavior
Type
Condition
Action
Transition
noinput1
--
--
Re-Recognition : Reprompt
noinput2
--
Prompt : [gl_cnf_ni2_01]
Sorry.
Re-Recognition : Reprompt
noinput3
--
Prompt : [gl_cnf_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
nomatch1
--
Prompt : [gl_cnf_nm1_01]
Sorry. Please say 'yes' or 'no.'
Re-Recognition : Reprompt
nomatch2
--
Prompt : [gl_cnf_nm2_01]
Sorry. Please say 'yes' or 'no.'
Re-Recognition : Reprompt
nomatch3
--
Prompt : [gl_cnf_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Confirmation Commands
--
Config Parameters
Parameter
Value
Confirmation_MaxInvalidanswers
2
1.4 Global Config Parameters
Config Parameters
Parameter
Value
__Maxnoinputs
--
__Maxnomatches
--
__Maxrepeats
--
entryprompt
empty by default
exitfailureprompt
default_address_exitfailureprompt
exitsuccessprompts
default_successprompts(1,2,3)
fetchaudio
percolate
fetchtimeout
1000 ms
maxcorrections
1
maxnoinputstotal
2
maxnomatchestotal
2
overallconfirmation
Always //can also be set to never
collectedzipcode
empty by default
collectfortranscription
false
citystatelookuperrorprompt
default_address_citystateookuperrorprompt
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ziplookuperrorprompt
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default_address_ziplookuperrorprompt
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Chapter 2: Detailed Dialog Specification
2.1 main Dialog
Includes the main menu (NLU and Directed Dialog), disambiguation states, and informational messages, as well as Operator Transfer
functionality.
mm0050_EntryRouting_DS
Decision
Evaluates applicationtag and lob variables to route the call upon entry.
Entering From
-Actions
Condition
Action
Transition
If
If lob=OIG
applicationtag=order_s
sn_card
--
goto : mm1100_SocialSecurityCardsMenu_DM
Elseif
If lob=OIG
applicationtag=earning
s_statement
--
goto : mm2400_EarningsMenu_DM
Else
If lob=OIG OR OCO Assign : non_national_transfer =true
(applicationtag=Undefi
ned)
^
Else
--
goto : mm0200_SFToggle_DS
goto : mm0100_WelcomeMsg_PP
Developer Notes
applicationtag maps to MainMenuChoice in IVR to ICM.
The following shows the value mappings for applicationtag to MainMenuChoice:
applicationtag=order_ssn_card | MainMenuChoice=card_social_security
applicationtag=earnings_statement | MainMenuChoice=earnings_statement
mm0100_WelcomeMsg_PP
Play Prompt
This state plays a generic welcome to SSA message
Entering From
mm0050_EntryRouting_DS
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm0100_out_01
Thank you for calling Social Security.
Actions
Condition
Action
Transition
Always
--
goto : mm0110_LanguageSelection_DM
Developer Notes
--
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mm0110_LanguageSelection_DM
CustomContext Recognition
Language selection (Spanish or English) - '*' goes to Spanish, noinput to English.
Entering From
mm0100_WelcomeMsg_PP
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm0110_ini_01
Para español, marque 'Asterisco.'
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
// DTMF only
*
Never
Actions
Option
Condition
Action
Transition
spanish
Always
--
goto : mm0150_SpanishApp_EC
noinput
--
Comment : this row for call flow illustration only goto : mm0120_RecordingMsg_DM
- see Recovery Behavior for actual behavior
Type
Condition
Action
nomatch 1
Always
Prompt : [mm0110_nm1_01]
Re-Recognition :
Para español, marque 'Asterisco.' To continue
in Spanish, press the 'star' key. Otherwise, just
hold on and we'll continue in English.
nomatch 2
Always
--
goto : mm0120_RecordingMsg_DM
noinput 1
Always
--
goto : mm0120_RecordingMsg_DM
Recovery Behavior
Transition
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Disabled Globals
StartOver, operator, repeat
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm0120_RecordingMsg_DM
CustomContext Recognition
Presents standard monitoring message to English callers.
Entering From
mm0110_LanguageSelection_DM
Initial Prompts
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Type
Condition
Name
Wording
initial
Always
mm0120_ini_01
To ensure quality, your call may be monitored or recorded.
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
na
// spanish
*
Never
Actions
Option
Condition
Action
Transition
spanish
Always
--
goto : mm0150_SpanishApp_EC
noinput
--
Comment : this row for call flow illustration only goto :
- see Recovery Behavior for actual behavior
mm0122_AfterHoursCheck_DS
Type
Condition
Action
Transition
nomatch 1
Always
--
Re-Recognition : Reprompt
nomatch 2
Always
--
goto :
mm0122_AfterHoursCheck_DS
noinput 1
Always
--
goto :
mm0122_AfterHoursCheck_DS
Recovery Behavior
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Disabled Globals
StartOver, operator, repeat
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
Accepts dtmf_* to capture late Spanish callers. Timeout should be set to 1000 ms (i.e. very short)
mm0122_AfterHoursCheck_DS
Decision
Determines if it is currently during or after business hours and transitions accordingly.
Entering From
mm0120_RecordingMsg_DM
Actions
Condition
Action
Transition
If office_hours=true
--
goto : mm0125_ABRStatus_DS
Else (If office_hours=false)
--
goto : mm0124_OfficeClosedMsg_PP
Developer Notes
--
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mm0124_OfficeClosedMsg_PP
Simple Play Prompt
Message that informs callers upfront that the offices are currently closed, so no agents are available.
Entering From
mm0122_AfterHoursCheck_DS
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm0124_out_01
Just so your aware, our offices are currently closed, but *I* can
help you. If you need to speak with someone, please call back
during our regular office hours - Monday through Friday:
initial
If Hawaii
mm0124_out_03
7 A.M. to 5 P.M.
initial
If Alaska, Standard Time
mm0124_out_04
7 A.M. to 6 P.M.
initial
If Guam or the Northern Marianas Islands mm0124_out_06
11 P.M. to 9 A.M.
initial
If American Samoa
mm0124_out_07
5 A.M. to 3 P.M.
initial
Else (if unknown or any other territory)
mm0124_out_05
7 A.M. to 7 P.M.
Actions
Condition
Action
Transition
Always
--
goto : mm0125_ABRStatus_DS
Developer Notes
--
mm0125_ABRStatus_DS
Decision
Evaluate A) whether ABR routing is in effect and B) abr variable to determine routing.
Entering From
mm0122_AfterHoursCheck_DS, mm0124_OfficeClosedMsg_PP
Actions
Condition
Action
Transition
If
If abr=4 AND
initial_abr_transfer=tru office_hours=true
e
--
goto : mm3000_ABRStatus_DS
^
--
goto : mm0130_GetVariablesAnn_DB
--
goto : mm0130_GetVariablesAnn_DB
Elseif abr=4 AND
office_hours=false
Else
Always
(initial_abr_transfer=fal
se)
Developer Notes
--
mm0130_GetVariablesAnn_DB
Data Access
Initial lookup to retrieve information related to optional 'emergency' messages.
Entering From
mm0125_ABRStatus_DS
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Input parameters
Parameter
Value
broadcastName
--
language
English
Output parameters
Variable
Description
broadcastPrompt1
the name of the recording (wav file)
broadcastPrompt2
the name of the recording (wav file)
broadcastPrompt3
the name of the recording (wav file)
startTime1
the beginning of the time range when the emergency message 1 needs
to be played
startTime2
the beginning of the time range when the emergency message 2 needs
to be played
startTime3
the beginning of the time range when the emergency message 3 needs
to be played
endTime1
the end of the time range when the emergency message 1 needs to be
played
endTime2
the end of the time range when the emergency message 2 needs to be
played
endTime3
the end of the time range when the emergency message 3 needs to be
played
activeFlag1
indicator that determines if emergency message 1 is active or not
activeFlag2
indicator that determines if emergency message 2 is active or not
activeFlag3
indicator that determines if emergency message 3 is active or not
Actions
Condition
Action
Transition
If 1 or more messages are returned
--
goto : mm0140_EmergencyMsg_PP
Else
--
goto : mm0160_WebsiteInfo_PP
Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
Move on to mm0140_EmergencyMsg_PP if any messages are returned.
mm0140_EmergencyMsg_PP
Complex Play Prompt
If 'emergency message' is available to be played, this state plays the pre-recorded message.
Entering From
mm0130_GetVariablesAnn_DB
Actions
Condition
Action
Always
Comment : The emergency messages
-associated with 'activeFlagx' variables are NOT
mutually exclusive
If activeFlag1=true
Transition
Comment : play broadcastPrompt (wav file)
If current time is
greater than startTime1 asscoiated with activeFlag1 English, then play
AND current time is
1,000ms of silence
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less than endTime1
AND
broadcastPrompt1
(wav file) exists
If activeFlag2=true
Comment : play broadcastPrompt (wav file)
If current time is
greater than startTime2 asscoiated with activeFlag2 English, then play
AND current time is
1,000ms of silence
less than endTime2
AND
broadcastPrompt2
(wav file) exists
--
If activeFlag3=true
Comment : play broadcastPrompt (wav file)
If current time is
greater than startTime3 asscoiated with activeFlag3 English, then play
AND current time is
1,000ms of silence
less than endTime3
AND
broadcastPrompt3
(wav file) exists
--
Else
Comment : Play Nothing
--
Always
--
goto : mm0200_SFToggle_DS
Developer Notes
NOTE that the emergency messages associated with the 'activeFlagx' variables are NOT mutually exclusive. Any or all of the messages might be
played, in any combination, based on the values of the variables. That said, care should be taken to use these messages judiciously in order to
avoid front-loading the call with off-topic messaging, and to use these emergency messages only for legitimate emergencies (as opposed to less
critical informational messaging).
mm0150_SpanishApp_EC
External Call
Transfers call to the Spanish language application.
Entering From
mm0110_LanguageSelection_DM, mm0210_SFMainMenu_DM, mm0120_RecordingMsg_DM
Input parameters
Parameter
Value
--
--
Output parameters
Variable
Description
--
--
Actions
Condition
Action
Transition
--
Comment : What is the mechanism for
-transferring to the Spanish app (how should this
be represented?
Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--
mm0160_WebsiteInfo_PP
Simple Play Prompt
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 30 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Plays website address.
Entering From
mm0130_GetVariablesAnn_DB
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm0160_out_01
You can find the Social Security Administration online at 'social
security dot G O V.'
Actions
Condition
Action
Transition
Always
--
goto : mm0200_SFToggle_DS
Developer Notes
Note: in the future this message might be removed, replaced with website messages elsewhere in the flow and played only as necessary and
appropriate.
mm0200_SFToggle_DS
Decision
Evaluates whether NLU is turned on or off and routes to SFMainMenu (if on) or BackoffMainMenu (if off)
Entering From
mm0140_EmergencyMsg_PP, mm2200_BecomePayee_DM, mm1520_GetForm_DM, mm1600_SubmitForm_DM, mm0505_BEVE_SD,
mm0520_ApplicationStatus_SD, mm0310_ChangeOfAddress_SD, mm0320_FieldOfficeLocator_SD, mm0330_DirectDeposit_SD,
mm0420_AddressVerifyMsg_DM, mm0530_BenefitsStatement_SD, mm1940_LatePaymentExit_DM, mm0540_BestTimeMsg_PP,
mm0550_Transcription_SD, mm1220_InternetInformation_DM, mm1720_MedicareEnrollMsg_DM, mm1740_MedicareSusidyMsg_DM,
mm0565_MRC_SD, mm0160_WebsiteInfo_PP, mm0050_EntryRouting_DS, mm3020_ProcessTransfer_DS,
mm1770_OrderDrugFormQuestion_DM, mm1810_CitizenshipMsg_DM, mm1907_LatePaymentQuestion_DM,
mm2050_FutureBenefitsBudgetaryMsg_PP, mm1510_CitizenDocumentsMsgPart1_DM, mm1512_CitizenDocumentsMsgPart2_DM,
mm1515_NonCitizenDocumentsMsgPart1_DM, mm1517_NonCitizenDocumentsMsgPart2_DM, mm1519_NonCitizenDocumentsMsgPart3_DM,
mm1530_WebsiteInstructions_DM, mm0460_SSNVerification_DM, mm0303_AskRepeatCola_DM, mm0410_AskRepeatTaxes_DM
Actions
Condition
Action
Transition
If SPEAK_FREELY_ACTIVE=true
Assign : =0
goto : mm0210_SFMainMenu_DM
Else (SPEAK_FREELY_ACTIVE=false)
Assign : =0
goto : mm0600_BackoffMainMenu_DM
Developer Notes
--
mm0210_SFMainMenu_DM
CustomContext Recognition
Natural language ('speak Freely') main menu.
Entering From
mm2210_PayeeMisuse_DM, mm0310_ChangeOfAddress_SD, mm0200_SFToggle_DS
Initial Prompts
Type
Condition
initial
If first_entry=true
Nuance Communications
Name
If
mm0210_ini_01
non_national_transfe
Wording
Okay. To get started, you can say things like 'check claim status'
or 'I need a replacement card.' So, briefly tell me why you're calling.
Social Security Administration
CONFIDENTIAL
Page 31 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
r=true
(play one of 3
randomized
versions)
initial
^
^
mm0210_ini_02
Okay. To get started, you can say things like 'update my personal
information' or 'find a social security office.' So, briefly tell me why
you're calling.
initial
^
^
mm0210_ini_03
Okay. To get started, you can say things like 'set up direct deposit'
or 'apply for benefits.' So, briefly tell me why you're calling.
initial
^
Else
mm0210_ini_04
(non_national_transf
er=false)
Now, to get started, you can say things like 'check claim status' or 'I
need a replacement card.' So, briefly tell me why you're calling.
(play one of 3
randomized
versions)
initial
^
^
mm0210_ini_05
Now, to get started, you can say things like 'update my personal
information' or 'find a social security office.' So, briefly tell me why
you're calling.
initial
^
^
mm0210_ini_06
Now, to get started, you can say things like 'set up direct deposit' or
'apply for benefits.' So, briefly tell me why you're calling.
initial
Else
(first_entry=false)
(play one of 3
randomized
versions)
mm0210_ini_07
Briefly tell me what else I can help you with. You can say things
like 'get a replacement 1099' or 'update my personal information.'
So, how can I help you?
initial
^
^
mm0210_ini_08
Briefly tell me what else I can help you with. You can say things
like 'find a social security office.' or 'set up direct deposit.' So, how
can I help you?
initial
^
^
mm0210_ini_09
Briefly tell me what else I can help you with. You can say things
like 'update my personal information' or 'find a social security
office.' So, how can I help you?
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
benefit letter, benefit statement,1099, I need a replacment 1099
// 1099_benefits_statement
--
If Necessary
my address, an address, address information, address
// address_general
--
If Necessary
agent, operator, representative
// agent
0
Always
apply for benefits, applying for benefits, file for benefits, application for
benefits, apply for social security
// benefits_application
--
If Necessary
benefits, social security benefits, my benefits, benefit information,
survivor benefits, retirement benefits
// benefits_general
--
If Necessary
award letter, benefit amount, proof of benefits, benefit verification letter, -income verification, proof of income
// benefits_verification
If Necessary
i need a card, card, card, lost my card, my card was stolen, new card
// cards_general
If Necessary
change of address, i need to change my address, address change, new -address, i moved, change phone number, new phone number
// change_of_address
If Necessary
check amount, benefits check, social security check, lost check,
payment information, ssi payment
If Necessary
Nuance Communications
--
--
Social Security Administration
CONFIDENTIAL
Page 32 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
// checks
citizenship status, proof of citizenship, update citizenship status
// citizenship_general
--
If Necessary
application status, approval status, confirm award, claim status, check
on a claim, check claim status, status of disability claim
// claims_status_general
--
If Necessary
claims, social security claim, claim number, case, social security case,
disability claim, ssi claim
// claims_status_new
--
If Necessary
cola, cost of living adjustment for next year, cost of living adjustment
// cost_of_living_adjustment
--
If Necessary
direct deposit, setup direct deposit, change account number, new
checking account, bank information, change deposit information
// direct_deposit
--
If Necessary
disability, disability insurance, disability benefits
// disability_benefits_general
--
If Necessary
earnings record, income statement, statement of earnings, copy of
income, estimate, social security estimate, estimate calculator
// earnings_statement
--
If Necessary
unemployment, employment
// employment_general
--
If Necessary
i need the mailing address, local office, social security office, office
hours, office location, office phone number
// field_office_locator
--
If Necessary
form, i need a form, tax form, enrollment form
// forms_general
--
If Necessary
what are my choices
// general
--
Never
internet access, website, online help, online services
// internet_general
--
If Necessary
main menu, start over
// main_menu
--
If Necessary
medicare benefits, medical benefits, medicaid benefits,prescription
drugs, drug coverage, prescription drug assistance, medicare form
// medicare
--
If Necessary
medicare card, medicaid card, medical card, i need a medicare card, i
lost my medicare card, lost medicaid card, missing medicaid card,
missing medicare card
// medicare_replacement_card
--
If Necessary
verify address, confirm address, address verification, check on change
of address, name verification, verify last name, check my last name
// name_or_address_verify
--
If Necessary
late payment, delay in payment
// payment_late
--
If Necessary
i need a replacement, replacement, document replacement,
replacement social security
// replacement_general
--
If Necessary
change payee, payee change, change in beneficiary, new payee,
representative payee, payee report, beneficiary
// representative_payee
--
If Necessary
security card, i need to get a social security card, lost my social security -card, replacement social security card, new social security number
// social_security_card_general
verify social security number, social security number verification,
confirm social security number, employee verification
Nuance Communications
--
Social Security Administration
CONFIDENTIAL
If Necessary
Page 33 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
// social_security_number_verification
apply for ssi, ssi application, supplemental security income, information -on ssi
// supplemental_security_income
If Necessary
taxes, tax information, social_security taxes
// tax_general
--
If Necessary
i need a pamphlet, pamphlets, publication, booklet
// transcription_pamphlets
--
If Necessary
file an appeal, i want an appeal, reconsideration form, appeal form
// transfer_appeal_new
--
If Necessary
cancel an appointment, reschedule appointment, change appointment,
make an appointment
// transfer_appointment
--
If Necessary
back pay, back payment, retro pay, retroactive check, disability back
pay
// transfer_back_payment
--
If Necessary
balance, account balance, i want to find out how much money is in my
account
// transfer_balance
--
If Necessary
benefits not received, lost benefits, missing benefits
// transfer_benefits_problem
--
If Necessary
billing, bill, billing information, medicare payment, medicare premium,
medicare deduction
// transfer_billing
--
If Necessary
birthbirth certificate, i need a birth certificate, lost birth certificate, date of -birth, birthdate, check on birthdate, birth, new birth, birth verification,
report a birth
// transfer_birth
If Necessary
stop benefits, cancel social security benefit, discontinue benefits,
cancellation, cancel direct deposit
// transfer_cancel
--
If Necessary
a change in my case, add information to case, update my case
// transfer_case_change
--
If Necessary
i need to change my check, deductions from my social security check,
tax deductions, federal deductions, check deductions
// transfer_check_deductions
--
If Necessary
replacement check, i need a replacement check, i need a replacement
social security check
// transfer_check_replacement
--
If Necessary
child support, i'm calling about child support
// transfer_child_support
--
If Necessary
circuit breaker patients, circuit breaker information
// transfer_circuit_breaker
--
If Necessary
medicare claim number, medical claims, medicare claim
// transfer_claims_medicare
--
If Necessary
filing a claim, start a claim, new claim, open a claim
// transfer_claims_new
--
If Necessary
college, college program, college security check
// transfer_college
--
If Necessary
complaint, i have a complaint, file a complaint
// transfer_complaint
--
If Necessary
death benefits, deceased benefits, a death, someone passed away
// transfer_death
--
If Necessary
debit cards, calling about debit card
// transfer_debit_card
--
If Necessary
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 34 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
dependent, new child
// transfer_dependent
--
If Necessary
disability report, disability jobs, disabled work, disability paperwork
// transfer_disability
--
If Necessary
divorce, divorced spouse benefits, divorce benefits
// transfer_divorce
--
If Necessary
change in income, incorrect earnings, social security income, earnings, -earned income
// transfer_earnings_general
If Necessary
eligibility for benefits, benefit eligibility, disability eligibility, social security -eligibility
// transfer_eligibility
If Necessary
return to work, going back to work, change in work status, loss of job
// transfer_employment_change
--
If Necessary
i need something faxed, fax number, i need your fax number
// transfer_fax
--
If Necessary
food stamps, food stamp card, apply for food stamps
// transfer_food_stamps
--
If Necessary
w2, w2 form, i need a w2 form
// transfer_forms_w2
--
If Necessary
fraud, identity theft, report fraud, stolen social security number
// transfer_fraud
--
If Necessary
housing, options for housing
// transfer_housing
--
If Necessary
insurance, cancel insurance, supplemental insurance
// transfer_insurance
--
If Necessary
power of attorney, attorney fees, a legal matter
// transfer_legal
--
If Necessary
a copy of a letter, a letter
// transfer_letter
--
If Necessary
driver's license, i need a license, fishing license, marriage license,
hunting license
// transfer_license
--
If Necessary
student loan, loans
// transfer_loans
--
If Necessary
marriage, i got married, change of marital status
// transfer_marriage
--
If Necessary
extra earnings for military service, military service, military service and
social security
// transfer_military_service
--
If Necessary
password, i forgot my password, pin number, i need my pin
// transfer_password
--
If Necessary
amount of payment, amount of a benefit payment, payment amount,
social security amount
// transfer_payment_amount
--
If Necessary
payment plan, payment arrangement, i need to make a payment
arrangement
// transfer_payment_arrangement
--
If Necessary
overpayment, overpayment information, notice of overpayment
// transfer_payment_over
--
If Necessary
stop payment, I need to stop a check
// transfer_payment_stop
--
If Necessary
pension benefit information, pension
// transfer_pension
--
If Necessary
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 35 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
refund, i need to check on a refund, medicare refund
// transfer_refund
--
If Necessary
retirement information, early retirement, retirement age
// transfer_retirement
--
If Necessary
return call, i returning a call
// transfer_return_call
--
If Necessary
a change in ssi, supplemental security income change
// transfer_ssi_change
--
If Necessary
federal tax withholding, withholding, withhold taxes
// transfer_tax_withholding
--
If Necessary
change account information, account correction, update, correction,
update information, change information
// update_information
--
If Necessary
// spanish (DTMF only)
*
Never
Actions
Option
Condition
Action
Transition
Always
Always
Assign : first_entry =false
--
1099_benefits_stateme Always
nt
Assign : current_task =benefits_statement
--
^
^
Prompt : [mm0210_out_16]
Okay. Benefits Statement (or '1099').
goto :
mm0525_BenefitsStatementKBA_DS
address_general
Always
Prompt : [mm0210_out_14]
Okay. Address.
goto :
mm0430_AddressDisambig_DM
agent
Always
Prompt : [mm0210_out_17]
Okay.
goto : mm3000_ABRStatus_DS
benefits_application
Always
Prompt : [mm0210_out_01]
Okay. Applications.
goto :
mm0800_BenefitsApplicationMenu_D
M
benefits_general
Always
Prompt : [mm0210_out_03]
Okay. Benefits.
goto : mm0700_Benefits_DM
benefits_verification
Always
Assign : current_task =benefits_verification
--
^
^
Prompt : [mm0210_out_73]
Alright. Benefits Verification or Proof of
Income.
goto :
mm2000_ReceivingBenefits_DM
cards_general
Always
Prompt : [mm0210_out_05]
Okay.
goto : mm1300_WhichCard_DM
change_of_address
Always
Assign : current_task =change_address
--
^
^
Prompt : [mm0210_out_07]
Okay. Change Address or Phone Number.
goto :
mm0305_ChangeOfAddressKBA_DS
checks
Always
Assign : current_task =checks
--
^
^
Prompt : [mm0210_out_08]
Okay. Benefit Check.
goto : mm1905_Checks_DM
citizenship_general
Always
Prompt : [mm0210_out_40]
Okay. Citizenship.
goto : mm3000_ABRStatus_DS
claims_status_general Always
Assign : current_task =application_status
--
^
^
Prompt : [mm0210_out_02]
Okay. Claim or Application Status.
goto :
mm0515_ApplicationStatusKBA_DS
claims_status_new
Always
Prompt : [mm0210_out_65]
Okay. Claims.
goto :
mm0810_ApplicationStatusQuestion_
DM
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 36 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
cost_of_living_adjustm Always
ent
Prompt : [mm0210_out_10]
Okay.
goto :
mm0300_GetCOLABroadcast_DB
direct_deposit
Always
Assign : current_task =direct_deposit
--
^
^
Prompt : [mm0210_out_11]
Okay. Direct Deposit.
goto :
mm0325_DirectDepositKBA_DS
disability_benefits_gen Always
eral
Prompt : [mm0210_out_48]
Okay. Disability
goto :
mm0440_DisabilityDisambig_DM
earnings_statement
Always
Prompt : [mm0210_out_12]
Okay. Earnings or Benefits Statement.
goto :
mm2000_ReceivingBenefits_DM
employment_general
Always
Prompt : [mm0210_out_52]
Okay. Employment.
goto :
mm0450_EmploymentDisambig_DM
field_office_locator
Always
Assign : current_task =field_office_locator
--
^
^
Prompt : [mm0210_out_15]
Okay. Office Information.
goto :
mm0320_FieldOfficeLocator_SD
forms_general
Always
Prompt : [mm0210_out_18]
Okay.
goto : mm2300_FormsGeneral_DM
general
Always
Prompt : [mm0210_out_09]
Okay.
goto :
mm0600_BackoffMainMenu_DM
internet_general
Always
Prompt : [mm0210_out_21]
Okay.
goto : mm1210_InternetAddress_DM
main_menu
Always
--
goto :
mm0600_BackoffMainMenu_DM
medicare
Always
Prompt : [mm0210_out_23]
Okay. Medicare.
goto :
mm1700_MedicareApplyMenu_DM
medicare_replacement Always
_card
Assign : current_task =card_medicare
--
^
Prompt : [mm0210_out_04]
Okay. Medicare Replacement Card.
goto : mm0560_MRCKBA_DS
^
name_or_address_veri Always
fy
Prompt : [mm0210_out_25]
goto :
Okay. Check on an Address or Name Change. mm0420_AddressVerifyMsg_DM
payment_late
Always
Assign : current_task =late_payment
--
^
^
Prompt : [mm0210_out_22]
Alright. Late Benefit Payment.
goto : mm1905_Checks_DM
replacement_general
Always
Prompt : [mm0210_out_75]
Okay.
goto :
mm0470_ReplacementDisambig_DM
representative_payee
Always
Prompt : [mm0210_out_24]
Okay. Representative Payees.
goto : mm2100_RepPayeeMenu_DM
social_security_card_g Always
eneral
Assign : card_type =social_security
--
^
Prompt : [mm0210_out_06]
Okay. Social Security Card.
goto :
mm1100_SocialSecurityCardsMenu_
DM
social_security_numbe Always
r_verification
Prompt : [mm0210_out_78]
Okay. Social Security Number Verification.
goto : mm0460_SSNVerification_DM
spanish
--
goto : mm0150_SpanishApp_EC
supplemental_security Always
_income
Prompt : [mm0210_out_26]
Okay. Supplemental Security Income.
goto : mm1800_SSIMenu_DM
tax_general
Prompt : [mm0210_out_20]
Okay. Tax Information.
goto :
mm0400_GetTaxesBroadcast_DB
^
Always
Always
transcription_pamphlet Always
s
Nuance Communications
Assign : current_task =transcription_pamphlet --
Social Security Administration
CONFIDENTIAL
Page 37 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
^
^
Prompt : [mm0210_out_19]
Okay. Pamphlets.
goto :
mm0545_TranscriptionKBA_DS
transfer_appeal_new
Always
Prompt : [mm0210_out_27]
Okay. File an Appeal.
goto : mm3000_ABRStatus_DS
transfer_appointment
Always
Prompt : [mm0210_out_28]
Okay. Appointment.
goto : mm3000_ABRStatus_DS
transfer_back_payment Always
Prompt : [mm0210_out_29]
Okay.
goto : mm3000_ABRStatus_DS
transfer_balance
Always
Prompt : [mm0210_out_30]
Okay. Account Balance.
goto : mm3000_ABRStatus_DS
transfer_benefits_probl Always
em
Prompt : [mm0210_out_31]
Okay.
goto : mm3000_ABRStatus_DS
transfer_billing
Always
Prompt : [mm0210_out_32]
Okay. Billing Question.
goto : mm3000_ABRStatus_DS
transfer_birth
Always
Prompt : [mm0210_out_33]
Okay.
goto : mm3000_ABRStatus_DS
transfer_cancel
Always
Prompt : [mm0210_out_34]
Okay.
goto : mm3000_ABRStatus_DS
transfer_case_change Always
Prompt : [mm0210_out_35]
Okay.
goto : mm3000_ABRStatus_DS
transfer_check_deducti Always
ons
Prompt : [mm0210_out_46]
Okay. Benefit Check Deductions.
goto : mm3000_ABRStatus_DS
transfer_check_replace Always
ment
Prompt : [mm0210_out_37]
Okay. Replacement Benefit Check.
goto : mm3000_ABRStatus_DS
transfer_child_support Always
Prompt : [mm0210_out_38]
Okay. Child Support.
goto : mm3000_ABRStatus_DS
transfer_circuit_breake Always
r
Prompt : [mm0210_out_39]
Okay.
goto : mm3000_ABRStatus_DS
transfer_claims_medic Always
are
Prompt : [mm0210_out_41]
Okay. Medicare Claim.
goto : mm3000_ABRStatus_DS
transfer_claims_new
Always
Prompt : [mm0210_out_66]
Okay. Claims.
goto : mm3000_ABRStatus_DS
transfer_college
Always
Prompt : [mm0210_out_42]
Okay.
goto : mm3000_ABRStatus_DS
transfer_complaint
Always
Prompt : [mm0210_out_43]
Okay.
goto : mm3000_ABRStatus_DS
transfer_death
Always
Prompt : [mm0210_out_44]
Okay.
goto : mm3000_ABRStatus_DS
transfer_debit_card
Always
Prompt : [mm0210_out_45]
Okay. Debit Card.
goto : mm3000_ABRStatus_DS
transfer_dependent
Always
Prompt : [mm0210_out_47]
Okay.
goto : mm3000_ABRStatus_DS
transfer_disability
Always
Prompt : [mm0210_out_49]
Okay. Disability.
goto : mm3000_ABRStatus_DS
transfer_divorce
Always
Prompt : [mm0210_out_50]
Okay.
goto : mm3000_ABRStatus_DS
transfer_earnings_gen Always
eral
Prompt : [mm0210_out_51]
Okay. Earnings.
goto : mm3000_ABRStatus_DS
transfer_eligibility
Always
Prompt : [mm0210_out_13]
Okay. Benefit Eligibility.
goto : mm3000_ABRStatus_DS
transfer_employment_c Always
hange
Prompt : [mm0210_out_53]
Okay.
goto : mm3000_ABRStatus_DS
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 38 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
transfer_fax
Always
Prompt : [mm0210_out_54]
Okay.
goto : mm3000_ABRStatus_DS
transfer_food_stamps
Always
Prompt : [mm0210_out_55]
Okay. Food Stamps.
goto : mm3000_ABRStatus_DS
transfer_forms_w2
Always
Prompt : [mm0210_out_81]
Okay. W2 Forms.
goto : mm3000_ABRStatus_DS
transfer_fraud
Always
Prompt : [mm0210_out_56]
Okay.
goto : mm3000_ABRStatus_DS
transfer_housing
Always
Prompt : [mm0210_out_57]
Okay.
goto : mm3000_ABRStatus_DS
transfer_insurance
Always
Prompt : [mm0210_out_58]
Okay. Insurance.
goto : mm3000_ABRStatus_DS
transfer_legal
Always
Prompt : [mm0210_out_59]
Okay.
goto : mm3000_ABRStatus_DS
transfer_letter
Always
Prompt : [mm0210_out_60]
Okay.
goto : mm3000_ABRStatus_DS
transfer_license
Always
Prompt : [mm0210_out_61]
Okay. License.
goto : mm3000_ABRStatus_DS
transfer_loans
Always
Prompt : [mm0210_out_62]
Okay. Loans.
goto : mm3000_ABRStatus_DS
transfer_marriage
Always
Prompt : [mm0210_out_63]
Okay.
goto : mm3000_ABRStatus_DS
transfer_military_servic Always
e
Prompt : [mm0210_out_64]
Okay. Military Service.
goto : mm3000_ABRStatus_DS
transfer_password
Always
Prompt : [mm0210_out_67]
Okay. Pin or Password.
goto : mm3000_ABRStatus_DS
transfer_payment_amo Always
unt
Prompt : [mm0210_out_68]
Okay. Payment Amount.
goto : mm3000_ABRStatus_DS
transfer_payment_arra Always
ngement
Prompt : [mm0210_out_69]
Okay. Payment Arrangements.
goto : mm3000_ABRStatus_DS
transfer_payment_over Always
Prompt : [mm0210_out_70]
Okay.
goto : mm3000_ABRStatus_DS
transfer_payment_stop Always
Prompt : [mm0210_out_71]
Okay.
goto : mm3000_ABRStatus_DS
transfer_pension
Always
Prompt : [mm0210_out_72]
Okay. Pensions.
goto : mm3000_ABRStatus_DS
transfer_refund
Always
Prompt : [mm0210_out_74]
Okay. Refunds.
goto : mm3000_ABRStatus_DS
transfer_retirement
Always
Prompt : [mm0210_out_76]
Okay. Retirement Benefits.
goto : mm3000_ABRStatus_DS
transfer_return_call
Always
Prompt : [mm0210_out_77]
Okay.
goto : mm3000_ABRStatus_DS
transfer_ssi_change
Always
Prompt : [mm0210_out_36]
Okay. Update Supplemental Security Income
Benefits.
goto : mm3000_ABRStatus_DS
transfer_tax_withholdin Always
g
Prompt : [mm0210_out_79]
Okay.
goto : mm3000_ABRStatus_DS
update_information
Prompt : [mm0210_out_80]
Okay. Change or Update Information.
goto :
mm0910_UpdatePersonalInfo_DM
Always
Confirmation Prompts
Option
Condition
1099_benefit Always
Nuance Communications
Name
Wording
mm0210_cnf_ini_ You're calling about your '1099' statement. Right?
Social Security Administration
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Page 39 of 362
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s_statement
14
address_gen Always
eral
mm0210_cnf_ini_ You're calling about an address. Right?
12
agent
mm0210_cnf_ini_ You'd like to speak to someone. Right?
15
Always
benefits_appli Always
cation
mm0210_cnf_ini_ You're calling about an application for benefits. Right?
02
benefits_gen Always
eral
mm0210_cnf_ini_ Sounds like you're calling about 'Benefits' Right?
03
benefits_verifi Always
cation
mm0210_cnf_ini_ You're calling about benefits verification, or proof of income.
72
Right?
cards_genera Always
l
mm0210_cnf_ini_ Sounds like you're calling about a 'Card.' Is that right?
05
change_of_a Always
ddress
mm0210_cnf_ini_ You'd like to change the address or phone number on file. Right?
06
checks
mm0210_cnf_ini_ Sounds like you're calling about a benefits payment. Is that right?
07
Always
citizenship_g Always
eneral
mm0210_cnf_ini_ You're calling about citizenship. Right?
39
claims_status Always
_general
mm0210_cnf_ini_ You're calling to check the status of a claim or application. Right?
01
claims_status Always
_new
mm0210_cnf_ini_ Sounds like you're calling about a claim or application. Is that right?
64
cost_of_living Always
_adjustment
mm0210_cnf_ini_ You're calling about the Cost of Living Adjustment. Right?
08
direct_deposi Always
t
mm0210_cnf_ini_ You're calling about direct deposit. Right?
09
disability_ben Always
efits_general
mm0210_cnf_ini_ You're calling about disability benefits. Is that right?
47
earnings_stat Always
ement
mm0210_cnf_ini_ You're calling for an 'Earnings' or 'Benefits' Statement. Right?
10
employment_ Always
general
mm0210_cnf_ini_ Sounds like you're calling about employment. Is that right?
51
field_office_lo Always
cator
mm0210_cnf_ini_ You'd like information about a Social Security office. Right?
13
forms_genera Always
l
mm0210_cnf_ini_ Sounds like you're calling about a 'form.' Is that right?
16
internet_gene Always
ral
mm0210_cnf_ini_ You're calling about our website. Right?
19
main_menu
Always
mm0210_cnf_ini_ Sounds like you want to go back to the main menu. Is that right?
82
medicare
Always
mm0210_cnf_ini_ Sounds like you're calling about Medicare benefits. Is that right?
21
medicare_rep Always
lacement_car
d
mm0210_cnf_ini_ You're calling about your 'Medicare card.' Right?
04
name_or_add Always
ress_verify
mm0210_cnf_ini_ Sounds like you're calling about a recent name or address change.
23
Is that right?
payment_late Always
mm0210_cnf_ini_ You're calling about a late benefit payment. Right?
20
replacement_ Always
general
mm0210_cnf_ini_ Sounds like you're calling to get a replacement card or document.
74
Is that right?
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 40 of 362
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Version: 4.9
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December 5, 2011
representativ Always
e_payee
mm0210_cnf_ini_ Sounds like you're calling about 'Representative Payees.' Is that
22
right?
social_securit Always
y_card_gener
al
mm0210_cnf_ini_ Sounds like you're calling about a 'Social Security card' or a 'Social
33
Security number'. Is that right?
social_securit Always
y_number_ve
rification
mm0210_cnf_ini_ You're calling to verify a Social Security number. Right?
77
supplemental Always
_security_inc
ome
mm0210_cnf_ini_ You're calling about 'Supplemental Security Income' benefits.
24
Right?
tax_general
mm0210_cnf_ini_ You're calling about tax information. Right?
18
Always
transcription_ Always
pamphlets
mm0210_cnf_ini_ Sounds like you're calling to get a pamphlet. Is that right?
17
transfer_appe Always
al_new
mm0210_cnf_ini_ You're calling to file an appeal. Right?
25
transfer_appo Always
intment
mm0210_cnf_ini_ You're calling about an appointment. Right?
26
transfer_back Always
_payment
mm0210_cnf_ini_ You're calling about back payment. Right?
27
transfer_bala Always
nce
mm0210_cnf_ini_ You're calling about your balance. Right?
28
transfer_bene Always
fits_problem
mm0210_cnf_ini_ Sounds like you're calling about a problem with benefits. Right?
29
transfer_billin Always
g
mm0210_cnf_ini_ Sounds like you have a billing question. Is that right?
30
transfer_birth Always
mm0210_cnf_ini_ Sounds like you're calling about a birth date or birth certificate.
31
Right?
transfer_canc Always
el
mm0210_cnf_ini_ Sounds like you're calling to cancel benefits or direct deposit.
32
Right?
transfer_case Always
_change
mm0210_cnf_ini_ You're calling about your Social Security case. Right?
34
transfer_chec Always
k_deductions
mm0210_cnf_ini_ You're calling about a change to, or deductions from, your benefits
45
check. Is that right?
transfer_chec Always
k_replaceme
nt
mm0210_cnf_ini_ You're calling about a replacement check. Right?
36
transfer_child Always
_support
mm0210_cnf_ini_ You're calling about child support. Right?
37
transfer_circu Always
it_breaker
mm0210_cnf_ini_ Sounds like you're calling for circuit breaker information. Is that
38
right?
transfer_clai Always
ms_medicare
mm0210_cnf_ini_ You're calling about a Medicare claim. Right?
40
transfer_clai Always
ms_new
mm0210_cnf_ini_ You're calling about a new claim. Right?
65
transfer_colle Always
ge
mm0210_cnf_ini_ Sounds like your calling about college. Right?
41
transfer_com Always
plaint
mm0210_cnf_ini_ Sounds like your calling about a complaint. Is that right?
42
transfer_deat Always
h
mm0210_cnf_ini_ You're calling to report a death or get information about death
43
benefits. Right?
transfer_debit Always
mm0210_cnf_ini_ Sounds like you're calling about a 'Debit Card.' Is that right?
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 41 of 362
User Interface Specification
Version: 4.9
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December 5, 2011
_card
44
transfer_depe Always
ndent
mm0210_cnf_ini_ You're calling about a dependent. Is that right?
46
transfer_disa Always
bility
mm0210_cnf_ini_ Your calling about disability benefits or a disability report. Is that
48
right?
transfer_divor Always
ce
mm0210_cnf_ini_ Sounds like you're calling about a divorce. Is that right?
49
transfer_earni Always
ngs_general
mm0210_cnf_ini_ Sounds like you're calling about earnings. Is that right?
50
transfer_eligi Always
bility
mm0210_cnf_ini_ Sounds like you have a question about eligibility for benefits. Is that
11
right?
transfer_empl Always
oyment_chan
ge
mm0210_cnf_ini_ You're calling about a change to your employment. Is that right?
52
transfer_fax
mm0210_cnf_ini_ Sounds like you're calling to get a fax number or a document faxed.
53
Is that right?
Always
transfer_food Always
_stamps
mm0210_cnf_ini_ Sounds like you're calling about food stamps. Is that right?
54
transfer_form Always
s_w2
mm0210_cnf_ini_ You're calling about a W2 form. Is that right?
80
transfer_frau Always
d
mm0210_cnf_ini_ Sounds like you're calling about fraud. Is that right?
55
transfer_hous Always
ing
mm0210_cnf_ini_ You're calling about housing options. Right?
56
transfer_insur Always
ance
mm0210_cnf_ini_ Sounds like you're calling about insurance. Is that right?
57
transfer_legal Always
mm0210_cnf_ini_ Sounds like you're calling about a legal issue. Is that right?
58
transfer_letter Always
mm0210_cnf_ini_ Sounds like you're calling about a letter. Is that right?
59
transfer_licen Always
se
mm0210_cnf_ini_ You're calling about a license. Right?
60
transfer_loan Always
s
mm0210_cnf_ini_ You're calling about a loan. Is that right?
61
transfer_marr Always
iage
mm0210_cnf_ini_ You're calling about a change in marital status. Is that right?
62
transfer_milit Always
ary_service
mm0210_cnf_ini_ You're calling about military service. Is that right?
63
transfer_pass Always
word
mm0210_cnf_ini_ Sounds like you're calling about a password. Is that right?
66
transfer_pay Always
ment_amount
mm0210_cnf_ini_ Sounds like you're calling about a payment amount. Is that right?
67
transfer_pay Always
ment_arrang
ement
mm0210_cnf_ini_ Sounds like you're calling about a payment arrangement. Is that
68
right?
transfer_pay Always
ment_over
mm0210_cnf_ini_ Sounds like you're calling about an overpayment. Is that right?
69
transfer_pay Always
ment_stop
mm0210_cnf_ini_ You're calling to stop payment. Is that right?
70
transfer_pens Always
ion
mm0210_cnf_ini_ Sounds like you're calling about a pension. Is that right?
71
transfer_refu Always
nd
mm0210_cnf_ini_ You're calling about a refund. Right?
73
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 42 of 362
User Interface Specification
Version: 4.9
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December 5, 2011
transfer_retir Always
ement
mm0210_cnf_ini_ You're calling about retirement benefits. Right?
75
transfer_retur Always
n_call
mm0210_cnf_ini_ You're returning a call. Right?
76
transfer_ssi_ Always
change
mm0210_cnf_ini_ You're calling about a change to your Supplemental Security
35
Income benefits. Is that right?
transfer_tax_ Always
withholding
mm0210_cnf_ini_ Sounds like you're calling about tax withholding. Is that right?
78
update_infor Always
mation
mm0210_cnf_ini_ Your calling to change or update information. Is that right?
79
Confirmation Recovery Behavior
Type
Condition
Action
Transition
noinput 1
--
Prompt : [mm0210_cnf_ni1_01]
Sorry. Please say 'yes' or 'no.'
Re-Recognition : Reprompt
noinput 2
--
Prompt : [mm0210_cnf_ni2_01]
Let's try this a different way.
goto :
mm0600_BackoffMainMenu_DM
nomatch 1
--
Prompt : [gl_cnf_nm1_01]
Sorry. Please say 'yes' or 'no.'
Re-Recognition : Reprompt
nomatch 2
--
Prompt : [mm0210_cnf_nm2_01]
Let's try this a different way.
goto :
mm0600_BackoffMainMenu_DM
Type
Condition
Action
Transition
nomatch 1
--
Prompt : [mm0210_nm1_01]
Let's try this a different way.
goto :
mm0600_BackoffMainMenu_DM
noinput 1
--
Prompt : [mm0210_ni1_01]
Let's try this a different way.
goto :
mm0600_BackoffMainMenu_DM
Recovery Behavior
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Disabled Globals
StartOver, operator
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
maxnomatchestotal
1
maxnoinputstotal
1
Developer Notes
note that the ultimate array of tags in the NLU grammar will be determined by analysis of collected data
mm0300_GetCOLABroadcast_DB
Data Access
Database lookup to retrieve information related to the cost of living adjustment broadcast message.
Entering From
mm0210_SFMainMenu_DM
Input parameters
Parameter
Nuance Communications
Value
Social Security Administration
CONFIDENTIAL
Page 43 of 362
User Interface Specification
Version: 4.9
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December 5, 2011
broadcastName
The wav file to be played.
language
English
Output parameters
Variable
Description
colaBroadcastPrompt
The name of the recording (wav file)
colaMsgStartTime
The beginning of the time range when the message needs to be played.
colaMsgEndTime
The end of the time range whe the message needs to be played.
colaActiveFlag
Indicator that determines if the message is active or not.
Actions
Condition
Action
Transition
Always
--
goto : mm0302_COLAMsg_PP
Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--
mm0302_COLAMsg_PP
Complex Play Prompt
This state plays the pre-recorded cost of living adjustment message.
Entering From
mm0300_GetCOLABroadcast_DB, mm0303_AskRepeatCola_DM
Actions
Condition
Action
Transition
Always
Comment : Play the colaBroadcastPrompt
(wav file), then play 500ms of silence.
goto : mm0303_AskRepeatCola_DM
Developer Notes
--
mm0303_AskRepeatCola_DM
CustomContext Recognition
Asks the caller if they'd like to hear the cost of living adjustment message again.
Entering From
mm0302_COLAMsg_PP
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm0303_ini_01
Now, would you like to hear that again?
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes, yes please
// yes
1
Never
no, no thanks
// no
2
Never
Actions
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 44 of 362
User Interface Specification
Version: 4.9
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December 5, 2011
Option
Condition
Action
Transition
no
Always
Prompt : [mm0303_out_01]
goto : mm0200_SFToggle_DS
All right. If you're finished, feel free to hang up.
Otherwise, just hang on and I'll take you back to
the Main Menu.
yes
Always
Prompt : [mm0303_out_02]
Sure.
goto : mm0302_COLAMsg_PP
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm0303_nm1_01]
Let's try again...Would you like to hear that
COLA information again?
Re-Recognition :
nomatch 2
Always
Prompt : [mm0303_nm2_01]
Re-Recognition :
Sorry. To hear the information about this year's
'Cost of Living Adjustment' again, press 1. If
you don't want to hear it again, press 2.
nomatch 3
If office_hours=true
Prompt : [mm0303_nm3_01]
Sorry we're having trouble. To speak with
someone, say 'Agent.' Otherwise,...
goto : mm0200_SFToggle_DS
nomatch 3
Else (office_hours=false)
Prompt : [mm0303_nm3_02]
Sorry we're having trouble. Let's keep going...
goto : mm0200_SFToggle_DS
noinput 1
Always
Prompt : [mm0303_ni1_01]
Re-Recognition :
If you'd like me to repeat that COLA
information, say 'Yes' or press 1. If not, say 'No'
or press 2.
noinput 2
If office_hours=true
Prompt : [mm0303_ni2_01]
goto : mm0200_SFToggle_DS
To speak with someone, press 0. Otherwise,...
noinput 2
Else (office_hours=false)
Prompt : [mm0303_ni2_02]
Let's keep going...
goto : mm0200_SFToggle_DS
Recovery Behavior
Commands: State-Specific Behavior
Type
Condition
Action
Transition
repeat
--
--
goto : mm0302_COLAMsg_PP
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm0305_ChangeOfAddressKBA_DS
Decision
Sets variable for use by the KBA for the 'Change of Address' task
Entering From
mm0210_SFMainMenu_DM, mm0910_UpdatePersonalInfo_DM, mm1110_UpdatePersonalInfo_DM, mm0430_AddressDisambig_DM
Actions
Condition
Action
Transition
Always
Assign : coa_transaction_status =Undefined
goto : mm0310_ChangeOfAddress_SD
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 45 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Developer Notes
--
mm0310_ChangeOfAddress_SD
Subdialog Call
Subdialog call for Change of Address
Entering From
mm0305_ChangeOfAddressKBA_DS
Dialog called
Proceed to initial node in:
ChangeOfAddress
Input parameters
Parameter
Value
--
--
Output parameters
Variable
Subdialog Variable
--
--
Actions
Condition
Action
Transition
If attestation_confirmed=declined
--
goto : mm3000_ABRStatus_DS
Elseif coa_transaction_status=success
--
goto : mm0210_SFMainMenu_DM
Elseif coa_transaction_status=receiving_ssi
--
goto : mm3000_ABRStatus_DS
Elseif coa_transaction_status=not_eligible
--
goto : mm0200_SFToggle_DS
Elseif coa_transaction_status=non_resident
--
goto : mm3000_ABRStatus_DS
Elseif coa_transaction_status=not_self
--
goto : mm3000_ABRStatus_DS
Elseif coa_transaction_status=no_zip
--
goto : mm0200_SFToggle_DS
Else (coa_transaction_status=failure)
Assign : transfer_reason =failure
goto : mm3000_ABRStatus_DS
Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--
mm0320_FieldOfficeLocator_SD
Subdialog Call
Subdialog call for Field Office Locator
Entering From
mm0210_SFMainMenu_DM, mm0600_BackoffMainMenu_DM, mm1430_SocialSecurityCardMenu_DM, mm2120_ChangeMsg_DM,
mm2200_BecomePayee_DM, mm1520_GetForm_DM, mm1600_SubmitForm_DM, mm0530_BenefitsStatement_SD,
mm0430_AddressDisambig_DM, mm0460_SSNVerification_DM
Dialog called
Proceed to initial node in:
FieldOfficeLocator
Input parameters
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 46 of 362
User Interface Specification
Version: 4.9
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December 5, 2011
Parameter
Value
--
--
Output parameters
Variable
Subdialog Variable
--
--
Actions
Condition
Action
Transition
If
If card_type=both
fol_transaction_status=
success
Prompt : [mm0320_out_01]
Now let's take care of your Medicare card...
goto : mm1105_MedicareCardsMenu_DM
^
--
goto : mm0200_SFToggle_DS
If fol_transaction_status=dont_know_zip
--
goto : mm3000_ABRStatus_DS
Else (If fol_transaction_status=failure)
Assign : transfer_reason =failure
goto : mm3000_ABRStatus_DS
Else
Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--
mm0325_DirectDepositKBA_DS
Decision
Sets variable for use by the KBA for the 'Direct Deposit' task
Entering From
mm0210_SFMainMenu_DM, mm0700_Benefits_DM, mm0910_UpdatePersonalInfo_DM, mm0610_BackoffOtherOptionsMenu_DM
Actions
Condition
Action
Transition
Always
Assign : dd_transaction_status =Undefined
goto : mm0330_DirectDeposit_SD
Developer Notes
--
mm0330_DirectDeposit_SD
Subdialog Call
Subdialog call for Direct Deposit
Entering From
mm0325_DirectDepositKBA_DS
Dialog called
Proceed to initial node in:
DirectDeposit
Input parameters
Parameter
Value
--
--
Output parameters
Variable
Subdialog Variable
--
--
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 47 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Actions
Condition
Action
Transition
If attestation_confirmed=declined
--
goto : mm3000_ABRStatus_DS
Elseif dd_transaction_status=success
--
goto : mm0200_SFToggle_DS
Elseif dd_transaction_status=receiving_ssi
--
goto : mm3000_ABRStatus_DS
Elseif dd_transaction_status=not_eligible
--
goto : mm0200_SFToggle_DS
Elseif dd_transaction_status=non_resident
--
goto : mm3000_ABRStatus_DS
Elseif dd_transaction_status=not_self
--
goto : mm3000_ABRStatus_DS
Elseif dd_transaction_status=dont_know_info
--
goto : mm0200_SFToggle_DS
Else (dd_transaction_status=failure)
Assign : transfer_reason =failure
goto : mm3000_ABRStatus_DS
Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--
mm0400_GetTaxesBroadcast_DB
Data Access
Database lookup to retrieve information related to the tax informational broadcast message.
Entering From
mm0210_SFMainMenu_DM
Input parameters
Parameter
Value
broadcastName
The wav file to be played.
language
English
Output parameters
Variable
Description
taxBroadcastPrompt
The name of the recording (wav file)
taxMsgStartTime
The beginning of the time range when the message needs to be played.
taxMsgEndTime
The end of the time range whe the message needs to be played.
taxActiveFlag
Indicator that determines if the message is active or not.
Actions
Condition
Action
Transition
Always
--
goto : mm0405_TaxesMsg_PP
Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--
mm0405_TaxesMsg_PP
Complex Play Prompt
This state plays the pre-recorded tax information message.
Entering From
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 48 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
mm0400_GetTaxesBroadcast_DB, mm0410_AskRepeatTaxes_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm0405_ini_01
Whenever you work in a job that's covered by Social Security, your
employer must deduct your Social Security and Medicare taxes
from your salary, and must pay an equal employer's share of the
taxes. If you're self-employed and the net profit from your business
is more than $400, that, too, is covered by Social Security and
Medicare. You must report those earnings and pay the Social
Security and Medicare taxes when you file your personal income
tax return for the year.
initial
^
mm0405_ini_02
<500ms silence>
initial
^
mm0405_ini_03
initial
^
mm0405_ini_04
<500ms silence>
initial
^
mm0405_ini_05
You can claim a refund for the excess taxes that were withheld
when you file your personal income tax return with the Internal
Revenue Service. If you're receiving Social Security benefits and
continue to work, these extra earnings may help increase the
amount of your benefits. We check these additional earnings each
year, and if they raise your benefits, we'll notify you of the new
amount.
initial
^
mm0400_ini_06
<500ms silence>
Actions
Condition
Action
Transition
Always
--
goto : mm0410_AskRepeatTaxes_DM
Developer Notes
--
mm0410_AskRepeatTaxes_DM
CustomContext Recognition
Asks the caller if they'd like to hear the taxes message again.
Entering From
mm0405_TaxesMsg_PP
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm0410_ini_01
Now, would you like to hear that again?
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes, yes please
// yes
1
Never
no, no thanks
// no
2
Never
Actions
Option
Condition
Action
no
Always
Prompt : [mm0410_out_01]
goto : mm0200_SFToggle_DS
All right. If you're finished, feel free to hang up.
Otherwise, just hang on and I'll take you back to
the Main Menu.
Nuance Communications
Social Security Administration
CONFIDENTIAL
Transition
Page 49 of 362
User Interface Specification
Version: 4.9
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December 5, 2011
Always
Prompt : [mm0410_out_02]
Sure.
goto : mm0405_TaxesMsg_PP
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm0410_nm1_01]
Let's try again...Would you like to hear that tax
information again?
Re-Recognition :
nomatch 2
Always
Prompt : [mm0410_nm2_01]
Re-Recognition :
Sorry. To hear the information about taxes and
the Social Security Administration again, press
1. If you don't want to hear it again, press 2.
nomatch 3
If office_hours=true
Prompt : [mm0410_nm3_01]
Sorry we're having trouble. To speak with
someone, say 'Agent.' Otherwise,...
goto : mm0200_SFToggle_DS
nomatch 3
Else (office_hours=false)
Prompt : [mm0410_nm3_02]
Sorry we're having trouble. Let's keep going...
goto : mm0200_SFToggle_DS
noinput 1
Always
Prompt : [mm0410_ni1_01]
If you'd like me to repeat that tax information,
say 'Yes' or press 1. If not, say 'No' or press 2.
Re-Recognition :
noinput 2
If office_hours=true
Prompt : [mm0410_ni2_01]
goto : mm0200_SFToggle_DS
To speak with someone, press 0. Otherwise,...
noinput 2
Else (office_hours=false)
Prompt : [mm0410_ni2_02]
Let's keep going...
goto : mm0200_SFToggle_DS
yes
Recovery Behavior
Commands: State-Specific Behavior
Type
Condition
Action
Transition
repeat
--
--
goto : mm0405_TaxesMsg_PP
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm0420_AddressVerifyMsg_DM
CustomContext Recognition
Informational message for callers wanting to verify their name or address.
Entering From
mm0210_SFMainMenu_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm0420_ini_01
If you've recently submitted a change of name or address, you
should know that it takes approximately three business days to
change our records. Social Security will send a confirmation letter
to your old address a few days after your request. If you have your
check mailed to you, it may take three WEEKS from the date of
your confirmation letter to change your address on your benefit
check. If you requested that the change take place as soon as
possible, the notice and your check may still go to your old address
until we've had a chance to update our records. Oh, and to make
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 50 of 362
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Version: 4.9
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December 5, 2011
sure you get all of your mail, don't forget to contact the Post Office
to register your change of address.
initial
^
mm0420_ini_02
<500ms silence>
initial
^
mm0420_ini_03
Now, would you like to hear that information again?
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes, yes please
// yes
1
Never
no, no thanks
// no
2
Never
Actions
Option
Condition
Action
no
Always
Prompt : [mm0420_out_01]
goto : mm0200_SFToggle_DS
All right. If you're finished, feel free to hang up.
Otherwise, just hang on and I'll take you back to
the Main Menu.
Transition
yes
Always
Prompt : [mm0420_out_02]
Sure.
Re-Recognition : Reprompt
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm0420_nm1_01]
Let's try again...Would you like to hear that
information again?
Re-Recognition :
nomatch 2
Always
Prompt : [mm0420_nm2_01]
Re-Recognition :
Sorry. To hear the information again, press 1. If
you don't want to hear it again, press 2.
nomatch 3
If office_hours=true
Prompt : [mm0420_nm3_01]
Sorry we're having trouble. To speak with
someone, say 'Agent.' Otherwise,...
goto : mm0200_SFToggle_DS
nomatch 3
Else (office_hours=false)
Prompt : [mm0420_nm3_02]
Sorry we're having trouble. Let's keep going...
goto : mm0200_SFToggle_DS
noinput 1
Always
Prompt : [mm0420_ni1_01]
If you'd like me to repeat that information, say
'Yes' or press 1. If not, say 'No' or press 2.
Re-Recognition :
noinput 2
If office_hours=true
Prompt : [mm0420_ni2_01]
goto : mm0200_SFToggle_DS
To speak with someone, press 0. Otherwise,...
noinput 2
Else (office_hours=false)
Prompt : [mm0420_ni2_02]
Let's keep going...
Recovery Behavior
goto : mm0200_SFToggle_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
Automatically returns to SFMainMenu on 2nd noinput
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 51 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
mm0430_AddressDisambig_DM
CustomContext Recognition
This is a disambiguation state to determine if the caller wants to update their personal address or find a Social Security field office.
Entering From
mm0210_SFMainMenu_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm0430_ini_01
Which would you like to do -- 'Update Your Address'' or 'Find a
Social Security Office'?
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
update address, update my address
1
If Necessary
find a Social Security office, Social Security office, find an office, office
2
If Necessary
Actions
Option
Condition
Action
Transition
update_address
Always
Assign : current_task =change_address
--
^
^
Prompt : [mm0430_out_01]
All right.
goto :
mm0305_ChangeOfAddressKBA_DS
office
Always
Assign : current_task =field_office_locator
--
^
^
Prompt : [mm0430_out_02]
All right.
goto :
mm0320_FieldOfficeLocator_SD
Confirmation Prompts
Option
Condition
Name
Wording
update_addre Always
ss
mm0430_cnf_ini_ You want to update YOUR address. Right?
01
office
mm0430_cnf_ini_ You'd like to find a local Social Security office. Right?
02
Always
Confirmation Recovery Behavior
See 1.3 Global Confirmation
Recovery Behavior
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm0430_nm1_01]
Let's try again...You can say 'Update Address'
or 'Find an Office'.
Re-Recognition :
nomatch 2
Always
Prompt : [mm0430_nm2_01]
Re-Recognition :
Sorry. If you would like to update your address,
say 'Update Address' or press 1. Otherwise, if
you'd like to find a local Social Security office,
say 'Find an Office' or press 2.
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
Always
Prompt : [mm0430_ni1_01]
Re-Recognition :
If you want to update your address, say 'Update
Address'. Otherwise, to find a Social Security
office, say 'Find an Office'.
noinput 2
Always
Prompt : [mm0430_ni2_01]
Nuance Communications
Social Security Administration
CONFIDENTIAL
Re-Recognition :
Page 52 of 362
User Interface Specification
Version: 4.9
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December 5, 2011
Sorry. If you would like to update your address,
say 'Update Address' or press 1. Otherwise, if
you'd like to find a local Social Security office,
say 'Find an Office' or press 2.
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm0440_DisabilityDisambig_DM
CustomContext Recognition
This is a disambiguation state to determine if the caller wants to apply for benefits, check on the status of a claim, or if they're calling about a
benefit check.
Entering From
mm0210_SFMainMenu_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm0440_ini_01
Which of these are you calling about -- you can say 'Apply for
Benefits', 'Claim Status', 'Benefit Check', or say 'It's Something
Else'.
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
apply, apply for benefits
1
If Necessary
claim status, status of a claim
2
benefit check, check
3
If Necessary
something else, it's something else
4
If Necessary
If Necessary
Actions
Option
Condition
Action
Transition
apply
Always
Prompt : [mm0440_out_01]
All right.
goto : mm3000_ABRStatus_DS
claim_status
Always
Assign : current_task =application_status
--
^
^
Prompt : [mm0440_out_02]
All right.
goto :
mm0515_ApplicationStatusKBA_DS
check
Always
Assign : current_task =checks
--
^
^
Prompt : [mm0440_out_03]
All right.
goto :
mm1900_ReceivingBenefits_DM
else
Always
Prompt : [mm0440_out_04]
goto : mm3000_ABRStatus_DS
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 53 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
All right.
Confirmation Prompts
Option
Condition
Name
Wording
apply
Always
mm0440_cnf_ini_ You want to 'Apply for Benefits'. Right?
01
check
Always
mm0440_cnf_ini_ Your calling about a 'Benefit Check'. Right?
02
claim_status Always
mm0440_cnf_ini_ You want to check the 'Status of a Claim'. Right?
03
else
mm0440_cnf_ini_ You're calling about 'Something Else.' Right?
04
Always
Confirmation Recovery Behavior
See 1.3 Global Confirmation
Recovery Behavior
Type
Condition
Action
nomatch 1
Always
Prompt : [mm0440_nm1_01]
Re-Recognition :
Let's try again...You can say 'Apply for
Benefits', 'Claim Status', 'Benefit Check', or 'It's
Something Else'.
Transition
nomatch 2
Always
Prompt : [mm0440_nm2_01]
Re-Recognition :
Sorry. If you need to apply for disability
benefits, say 'Apply for Benefits' or press 1. If
you need to check the status of a disability
claim, say 'Claim Status' or press 2. If you are
calling about a disability check, say 'Benefit
Check' or press 3. OR, for anything else, press
4.
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
Always
Prompt : [mm0440_ni1_01]
Re-Recognition :
If you need to apply for disability benefits, say
'Apply for Benefits'. If you need to check the
status of a disability claim, say 'Claim Status'. If
you are calling about a disability check, say
'Benefit Check'. OR, for anything else, say 'It's
Something Else' or press 4.
noinput 2
Always
Prompt : [mm0440_ni2_01]
Re-Recognition :
Sorry. If you need to apply for disability
benefits, say 'Apply for Benefits' or press 1. If
you need to check the status of a disability
claim, say 'Claim Status' or press 2. If you are
calling about a disability check, say 'Benefit
Check' or press 3. OR, for anything else, press
4.
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 54 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Parameter
Value
--
--
Developer Notes
--
mm0450_EmploymentDisambig_DM
CustomContext Recognition
This is a disambiguation state to determine if the caller needs a copy of there work history (form 7004) or if they are calling about something else
related to employment.
Entering From
mm0210_SFMainMenu_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm0450_ini_01
Do you need a copy of your work history?
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes
1
no
2
Actions
Option
Condition
Action
Transition
no
Always
Prompt : [mm0450_out_01]
All right.
goto : mm3000_ABRStatus_DS
yes
Always
Assign : current_task =transcription_7004
--
^
^
Prompt : [mm0450_out_02]
All right.
goto :
mm2000_ReceivingBenefits_DM
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm0450_nm1_01]
Let's try again...DO you need a copy of your
work history?
Re-Recognition :
nomatch 2
Always
Prompt : [mm0450_nm2_01]
Re-Recognition :
Sorry. If you need a copy of your work history,
say 'Yes' or press 1. If not, say 'No' or press 2.
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
Always
Prompt : [mm0450_ni1_01]
Re-Recognition :
If you need a copy of your work history, also
known as form 7004, say 'Yes'. If not, say 'No'.
noinput 2
Always
Prompt : [mm0450_ni2_01]
Re-Recognition :
Sorry. If you need a copy of your work history,
say 'Yes' or press 1. If not, say 'No' or press 2.
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Recovery Behavior
Commands: State-Specific Behavior
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 55 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm0460_SSNVerification_DM
CustomContext Recognition
This state advises the caller on how to verify a Social Securiy number, whether they are an employer or calling to verify their own.
Entering From
mm0210_SFMainMenu_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm0460_ini_01
If you're an employer calling ot verify the Social Security numbers
of current or former employees, you'll need to visit our website at
'Social Security dot G O V, slash B S O'. If you're calling verify
your OWN Social Security number, you'll need to visit your local
Social Security Field Office.
initial
^
mm0460_ini_02
<500ms silence>
initial
^
mm0460_ini_03
You can say 'Repeat That' or 'Find an Office'. Or, if you're finished,
just say 'I'm Finished'.
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
repeat, repeat that
1
Never
find an office, local office
2
If Necessary
i'm finished, i'm done
3
Never
Actions
Option
Condition
Action
Transition
office
Always
Assign : current_task =field_office_locator
--
^
^
Prompt : [mm0460_out_01]
All right.
goto :
mm0320_FieldOfficeLocator_SD
finished
Always
Prompt : [mm0460_out_02]
If you're done, feel free to hang up.
Otherwise,...
goto : mm0200_SFToggle_DS
Confirmation Prompts
Option
Condition
Name
Wording
office
Always
mm0460_cnf_ini_ You'd like to find a local Social Security office. Right?
01
Confirmation Recovery Behavior
See 1.3 Global Confirmation
Recovery Behavior
Type
Condition
Nuance Communications
Action
Social Security Administration
CONFIDENTIAL
Transition
Page 56 of 362
User Interface Specification
Version: 4.9
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December 5, 2011
nomatch 1
Always
Prompt : [mm0460_nm1_01]
Re-Recognition :
Let's try again...You can say 'Repeat', 'Find an
Office', or 'I'm Finished'.
nomatch 2
Always
Prompt : [mm0460_nm2_01]
Sorry. To hear that information again, say
'Repeat' or press 1. If you want to find a local
Social Security office, say 'Find an Office' or
press 2. OR, if you're finished, simply say 'I'm
Finished' or press 3.
Re-Recognition :
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
Always
Prompt : [mm0460_ni1_01]
Re-Recognition :
To hear that information again, say 'Repeat'. If
you need to verify your own Social Security
number and want to find a local Social Security
office, say 'Find an Office'. OR, if you're
finished, simply say 'I'm Finished'.
noinput 2
Always
Prompt : [mm0460_ni2_01]
Sorry. To hear that information again, say
'Repeat' or press 1. If you want to find a local
Social Security office, say 'Find an Office' or
press 2. OR, if you're finished, simply say 'I'm
Finished' or press 3.
Re-Recognition :
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Commands: State-Specific Behavior
Type
Condition
Action
Transition
repeat
--
Prompt : [mm0460_repeat_01]
Sure.
Re-Recognition : Reprompt
Commands: Confirmations
See 1.2 Global Commands
Commands: Grammar
Sample Expressions
DTMF
Command
Confirm
repeat that, repeat
9
repeat
Never
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm0470_ReplacementDisambig_DM
CustomContext Recognition
This is a disambiguation state to determine if the caller wants to get a replacement 1099, card, or something else.
Entering From
mm0210_SFMainMenu_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm0470_ini_01
Which of these do you need to replace -- a 'Benefits Statement (or
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 57 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
'1099')', a 'Medicare or Social Security Card', or say 'It's Something
Else'?
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
benefits statement, 1099
1
If Necessary
medicare card, social security card, card
2
If Necessary
something else
3
If Necessary
Actions
Option
Condition
Action
Transition
1099
Always
Assign : current_task =benefits_statement
--
^
^
Prompt : [mm0470_out_01]
All right. Replacement Benefits Statement (or
'1099').
goto :
mm0525_BenefitsStatementKBA_DS
card
Always
Prompt : [mm0470_out_02]
All right. Replacement Card.
goto : mm1300_WhichCard_DM
else
Always
Prompt : [mm0470_out_03]
All right.
goto : mm3000_ABRStatus_DS
Confirmation Prompts
Option
Condition
Name
Wording
1099
Always
mm0470_cnf_ini_ You want a replacement 'Benefits Statement (or 1099)'. Right?
01
card
Always
mm0470_cnf_ini_ You want a replacement 'Medicare or Social Security Card'. Right?
02
else
Always
mm0470_cnf_ini_ You're calling about 'Something Else.' Right?
03
Confirmation Recovery Behavior
See 1.3 Global Confirmation
Recovery Behavior
Type
Condition
Action
nomatch 1
Always
Prompt : [mm0470_nm1_01]
Re-Recognition :
Let's try again...You can say 'Benefits
Statement', 'Medicare or Social Security Card',
OR say 'It's Something Else'.
nomatch 2
Always
Prompt : [mm0470_nm2_01]
Re-Recognition :
Sorry. If you need to get a replacement
'Benefits Statement (or 1099)', press 1. For a
replacement 'Medicare or Social Security Card',
press 2. OR, for anything else, press 3.
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
Always
Prompt : [mm0470_ni1_01]
You can say 'Benefits Statement' or press 1,
'Medicare or Social Security Card' or press 2,
OR say 'It's Something Else' or press 3.
Re-Recognition :
noinput 2
Always
Prompt : [mm0470_ni2_01]
Sorry. If you need to get a replacement
'Benefits Statement (or 1099)', press 1. For a
Re-Recognition :
Nuance Communications
Social Security Administration
CONFIDENTIAL
Transition
Page 58 of 362
User Interface Specification
Version: 4.9
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December 5, 2011
replacement 'Medicare or Social Security Card',
press 2. OR, for anything else, press 3.
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm0500_BEVEKBA_DS
Decision
Sets variable for use by the KBA for the 'Benefits Verification' task
Entering From
mm0900_BenefitsMoreOptions_DM, mm2010_BenefitsEarnings_DM, mm2300_FormsGeneral_DM, mm2400_EarningsMenu_DM,
mm0610_BackoffOtherOptionsMenu_DM
Actions
Condition
Action
Transition
Always
Assign : beve_transaction_status =Undefined
goto : mm0505_BEVE_SD
Developer Notes
--
mm0505_BEVE_SD
Subdialog Call
Subdialog call for Benefits Verification
Entering From
mm0500_BEVEKBA_DS
Dialog called
Proceed to initial node in:
BenefitsVerification
Input parameters
Parameter
Value
--
--
Output parameters
Variable
Subdialog Variable
--
--
Actions
Condition
Nuance Communications
Action
Transition
Social Security Administration
CONFIDENTIAL
Page 59 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
If attestation_confirmed=declined
--
goto : mm3000_ABRStatus_DS
Elseif beve_transaction_status=success
--
goto : mm0200_SFToggle_DS
Elseif
beve_transaction_status=change_address
--
goto : mm3000_ABRStatus_DS
Else (beve_transaction_status=failure)
Assign : transfer_reason =failure
goto : mm3000_ABRStatus_DS
Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--
mm0515_ApplicationStatusKBA_DS
Decision
Sets variable for use by the KBA for the 'Claim Status' task
Entering From
mm0210_SFMainMenu_DM, mm0600_BackoffMainMenu_DM, mm0700_Benefits_DM, mm0810_ApplicationStatusQuestion_DM,
mm0440_DisabilityDisambig_DM
Actions
Condition
Action
Always
Assign : claims_transaction_status =Undefined goto : mm0520_ApplicationStatus_SD
Transition
Developer Notes
--
mm0520_ApplicationStatus_SD
Subdialog Call
Subdialog call for Claim Status
Entering From
mm0515_ApplicationStatusKBA_DS
Dialog called
Proceed to initial node in:
ClaimStatusRequests
Input parameters
Parameter
Value
--
--
Output parameters
Variable
Subdialog Variable
--
--
Actions
Condition
Action
Transition
If attestation_confirmed=declined
--
goto : mm3000_ABRStatus_DS
Elseif claims_transaction_status=success
--
goto : mm0200_SFToggle_DS
-Elseif
claims_transaction_status=no_confirmation_nu
mber
Else (claims_transaction_status=failure)
Nuance Communications
goto : mm3000_ABRStatus_DS
Assign : transfer_reason =failure
Social Security Administration
CONFIDENTIAL
goto : mm3000_ABRStatus_DS
Page 60 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--
mm0525_BenefitsStatementKBA_DS
Decision
Sets variable for use by the KBA for the 'Benefits statement' task
Entering From
mm0210_SFMainMenu_DM, mm2010_BenefitsEarnings_DM, mm2300_FormsGeneral_DM, mm2400_EarningsMenu_DM,
mm0610_BackoffOtherOptionsMenu_DM, mm0470_ReplacementDisambig_DM
Actions
Condition
Action
Transition
Always
Assign :
benefits_statement_transaction_status
=Undefined
goto : mm0530_BenefitsStatement_SD
Developer Notes
--
mm0530_BenefitsStatement_SD
Subdialog Call
Subdialog call for Benefits Statement
Entering From
mm0525_BenefitsStatementKBA_DS
Dialog called
Proceed to initial node in:
ReplacementBenefitStatement
Input parameters
Parameter
Value
--
--
Output parameters
Variable
Subdialog Variable
--
--
Actions
Condition
Action
Transition
If attestation_confirmed=declined
--
goto : mm3000_ABRStatus_DS
-Elseif
benefits_statement_transaction_status=succes
s
goto : mm0200_SFToggle_DS
-Elseif
benefits_statement_transaction_status=previou
s_year
goto : mm3000_ABRStatus_DS
-Elseif
benefits_statement_transaction_status=field_off
ice
goto : mm0320_FieldOfficeLocator_SD
Elseif
Nuance Communications
--
goto : mm3000_ABRStatus_DS
Social Security Administration
CONFIDENTIAL
Page 61 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
benefits_statement_transaction_status=replace
ment
Assign : transfer_reason =failure
Else
(benefits_statement_transaction_status=failure)
goto : mm3000_ABRStatus_DS
Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--
mm0540_BestTimeMsg_PP
Play Prompt
Informational message about the best time to call
Entering From
-Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm0540_out_01
Agents are available Monday through Friday from 7 AM to 7 PM
(except for holidays). Our lines are busiest early in the week and
early in the month. You can call any time - 24 hours a day, 7 days
a week - to use our automated services. And when you call, it'll
help to have your Social Security number handy.
initial
^
mm0540_out_02
<500ms silence>
initial
^
mm0540_out_03
Now,...
Actions
Condition
Action
Transition
Always
--
goto : mm0200_SFToggle_DS
Developer Notes
NOTE: this state is currently NOT called
mm0545_TranscriptionKBA_DS
Decision
Sets variable for use by the KBA for the 'Transcription' tasks
Entering From
mm0210_SFMainMenu_DM, mm0900_BenefitsMoreOptions_DM, mm2040_FutureBenefits_DM, mm2400_EarningsMenu_DM,
mm1520_GetForm_DM, mm1770_OrderDrugFormQuestion_DM
Actions
Condition
Action
Transition
If current_task =
transcription_7004
AND If
form_7004_delivery
= false
--
goto : mm3000_ABRStatus_DS
Else
Else
Assign : transcription_transaction_status
=Undefined
goto : mm0550_Transcription_SD
Developer Notes
--
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 62 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
mm0550_Transcription_SD
Subdialog Call
Subdialog call for Transcription
Entering From
mm0545_TranscriptionKBA_DS
Dialog called
Proceed to initial node in:
Transcription
Input parameters
Parameter
Value
--
--
Output parameters
Variable
Subdialog Variable
--
--
Actions
Condition
Action
Transition
If attestation_confirmed=declined
--
goto : mm3000_ABRStatus_DS
Elseif transcription_transaction_status=success -Else (transcription_transaction_status=failure)
goto : mm0200_SFToggle_DS
Assign : transfer_reason =failure
goto : mm3000_ABRStatus_DS
Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--
mm0560_MRCKBA_DS
Decision
Sets variable for use by the KBA for the 'Medicare Replacement Card' task
Entering From
mm0210_SFMainMenu_DM, mm1105_MedicareCardsMenu_DM, mm1710_ReplacementCardQuestion_DM
Actions
Condition
Action
Transition
Always
Assign : mrc_transaction_status =Undefined
goto : mm0565_MRC_SD
Developer Notes
--
mm0565_MRC_SD
Subdialog Call
Subdialog call for Medicare Replacement Card
Entering From
mm0560_MRCKBA_DS
Dialog called
Proceed to initial node in:
Nuance Communications
MedicareReplacementCard
Social Security Administration
CONFIDENTIAL
Page 63 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Input parameters
Parameter
Value
--
--
Output parameters
Variable
Subdialog Variable
--
--
Actions
Condition
Action
Transition
If attestation_confirmed=declined
--
goto : mm3000_ABRStatus_DS
Elseif mrc_transaction_status=success
--
goto : mm0200_SFToggle_DS
Elseif mrc_transaction_status=change_address -Else (mrc_transaction_status=failure)
goto : mm3000_ABRStatus_DS
Assign : transfer_reason =failure
goto : mm3000_ABRStatus_DS
Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--
mm0600_BackoffMainMenu_DM
CustomContext Recognition
Directed Dialog version of the Main Menu.
Entering From
mm0210_SFMainMenu_DM, mm0200_SFToggle_DS, mm0610_BackoffOtherOptionsMenu_DM
Initial Prompts
Type
Condition
initial
If first_entry=true
If
mm0600_ini_01
non_national_transfe
r=true
Name
Wording
Okay. Which of these are you calling about - 'Claim Status,'
'Update Personal Information,' 'New or Replacement Cards,'
'Medicare,' or 'Office Locations.' Or, to hear more options, say
'Other Options.'
initial
^
Else
mm0600_ini_02
(non_national_transf
er=false)
Tell me which of these sounds closest to what you're calling about 'Claim Status,' 'Update Personal Information,' 'New or Replacement
Cards,' 'Medicare,' or 'Office Locations.' Or, to hear more options,
say 'Other Options.'
initial
Else
(first_entry=false)
If
mm0600_ini_03
backoff_menu_go_b
ack=false
Tell me what else I can help you with - 'Claim Status,' 'Update
Personal Information,' 'New or Replacement Cards,' 'Medicare,' or
'Office Locations.' Or, to hear more options, say 'Other Options.'
initial
^
Else
mm0600_ini_04
(backoff_menu_go_b
ack=true)
You can say 'Claim Status,' 'Update Personal Information,' 'New or
Replacement Cards,' 'Medicare,' or 'Office Locations.' Or, to hear
the OTHER options again, say 'Other Options.'
reprompt
After 'repeat' or
disconfirmation
Always
Which of these are you calling about - you can say 'Claim Status,'
'Update Personal Information,' 'New or Replacement Cards,'
'Medicare,' or 'Office Locations.' Or, to hear more options, say
'Other Options.'
mm0600_ree_01
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
check claim status, claim status, application status, check application
status
// claim status
1
If Necessary
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 64 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
?update personal information, update ?personal information
// update personal information
2
If Necessary
?[new replacement (new or replacement)] ?[(social security) medicare]
card[s]
// cards
3
If Necessary
medicare
// medicare
4
If Necessary
find ?(a social security) office, office ?locations
// office locations
5
If Necessary
[other more] options, something else, none ?(of [them those])
// other options
6
Always
repeat, repeat that
// repeat
9
Never
Actions
Option
Condition
Action
Transition
application_status
Always
Assign : current_task =application_status
--
^
^
Assign : first_entry =false
--
^
^
Assign : backoff_menu_go_back =false
--
^
^
Prompt : [mm0600_out_01]
Okay. Claim Status.
goto :
mm0515_ApplicationStatusKBA_DS
cards
Always
Assign : backoff_menu_go_back =false
--
^
^
Assign : first_entry =false
--
^
^
Prompt : [mm0600_out_02]
All right. Cards.
goto : mm1300_WhichCard_DM
medicare
Always
Assign : backoff_menu_go_back =false
--
^
^
Assign : first_entry =false
--
^
^
Prompt : [mm0600_out_03]
All right. Medicare.
goto :
mm1700_MedicareApplyMenu_DM
office_locations
Always
Assign : backoff_menu_go_back =false
--
^
^
Assign : current_task =field_office_locator
--
^
^
Assign : first_entry =false
--
^
^
Prompt : [mm0600_out_04]
All right. Office Locations.
goto :
mm0320_FieldOfficeLocator_SD
other_options
Always
Assign : first_entry =false
--
^
^
Prompt : [mm0600_out_05]
All right.
goto :
mm0610_BackoffOtherOptionsMenu_
DM
update
Always
Assign : backoff_menu_go_back =false
--
^
^
Assign : first_entry =false
--
^
^
Prompt : [mm0600_out_06]
Okay. Update Information.
goto :
mm0910_UpdatePersonalInfo_DM
repeat
Always
Prompt : [mm0600_out_07]
Sure.
Re-Recognition : Reprompt
Confirmation Prompts
Option
Condition
Name
Wording
application_st Always
atus
mm0600_cnf_ini_ You're calling about the 'Status of a Claim.'
01
cards
mm0600_cnf_ini_ You want 'Cards.'
02
Always
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 65 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
medicare
Always
December 5, 2011
mm0600_cnf_ini_ You want 'Medicare.'
03
office_locatio Always
ns
mm0600_cnf_ini_ You're calling to find a Social Security office.
04
other_options Always
mm0600_cnf_ini_ You'd like to hear 'Other Options.'
05
update
Always
mm0600_cnf_ini_ You're calling to Update Personal Information.
06
--
Always
gl_cnf_ini_02
Right?
Confirmation Recovery Behavior
See 1.3 Global Confirmation
Recovery Behavior
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm0600_nm1_01]
Re-Recognition :
Let's try again. You can say 'Claim Status' or
press 1, 'Update Information' or press 2, 'Cards'
or 3, 'Medicare' or 4, 'Office Locations' or 5, or
say 'Other Options' or press 6.
nomatch 2
^
Prompt : [mm0600_nm2_01]
Re-Recognition :
Sorry. To check the status of an application or
claim you've already filed, press 1. To update
personal information (like your name, address,
or direct deposit information), press 2. To
request a new or replacement CARD, 3. For
questions about Medicare, 4. To find a Social
Security office in your area, 5. Or, to hear
additional options, press 6.
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
^
Prompt : [mm0600_ni1_01]
Re-Recognition :
If you're calling to check the status of an
application or claim you've already filed, say
'Claim Status' or press 1. To update personal
information (like your name or address), say
'Update Information' or press 2. To request a
new or replacement CARD, say 'Cards' or press
3. For questions about Medicare benefits or
eligibility, say 'Medicare' or press 4. To find a
Social Security office in your area, say 'Office
Locations' or press 5. Or, to hear additional
options, say 'Other Options' or press 6.
noinput 2
^
Prompt : [mm0600_ni2_01]
Re-Recognition :
Sorry. To check the status of an application or
claim you've already filed, press 1. To update
personal information (like your name, address,
or direct deposit information), press 2. To
request a new or replacement CARD, 3. For
questions about Medicare, 4. To find a Social
Security office in your area, 5. Or, to hear
additional options, press 6.
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 66 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Commands: Disabled Globals
StartOver, repeat
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm0610_BackoffOtherOptionsMenu_DM
CustomContext Recognition
Additional Directed Dialog Main Menu options.
Entering From
mm0600_BackoffMainMenu_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm0610_ini_01
You can also set up or change 'Direct Deposit,' 'Apply for Benefits,'
request a 'Proof of Income' letter, or get a replacement '1099
Benefits Statement.' Or, for anything else, just say 'It's Something
Else.'
reprompt
After 'repeat' or disconfirmation
mm0610_ree_01
You can set up or change 'Direct Deposit,' 'Apply for Benefits,'
request a 'Proof of Income' letter, or get a replacement '1099
Benefits Statement.' Or, for anything else, just say 'It's Something
Else.'
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
?([(set up) change (set up or change)] direct deposit
// direct_deposit
1
If Necessary
apply ?(for benefits)
// application
2
If Necessary
?([request get] a) proof of income ?letter
// proof_of_income
3
If Necessary
?(get a) ?replacement [1099 (benefits statment) (1099 ?benefits
statement)]
// benefits_statement
4
If Necessary
?[it's (i'm calling about)] something else, other
// something_else
5
If Necessary
go back ?(to previous menu)
// go_back
6
If Necessary
repeat, repeat that
// repeat
9
Never
// DTMF only
*
Never
Actions
Option
Condition
Action
Transition
application
Always
Prompt : [mm0610_out_01]
Okay. Apply for Benefits.
goto :
mm0800_BenefitsApplicationMenu_D
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 67 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
M
benefits_statement
Always
Assign : current_task =benefits_statement
--
^
^
Prompt : [mm0610_out_02]
Okay. 1099 Statement.
goto :
mm0525_BenefitsStatementKBA_DS
direct_deposit
Always
Assign : current_task =direct_deposit
--
^
^
Prompt : [mm0610_out_03]
Okay. Direct Deposit.
goto :
mm0325_DirectDepositKBA_DS
go_back
Always
Assign : backoff_menu_go_back =true
--
^
^
Prompt : [mm0610_out_04]
Sure. Here are those options again...
goto :
mm0600_BackoffMainMenu_DM
proof_of_income
Always
Assign : current_task =benefits_verification
--
^
^
Prompt : [mm0610_out_05]
Okay. Proof Of Income.
goto : mm0500_BEVEKBA_DS
something_else
Always
Prompt : [mm0610_out_06]
Okay.
goto : mm3000_ABRStatus_DS
repeat
Always
Prompt : [mm0610_out_07]
Sure.
Re-Recognition : Reprompt
Confirmation Prompts
Option
Condition
Name
Wording
application
Always
mm0610_cnf_ini_ You want to 'Apply for Benefits.'
01
benefits_stat Always
ement
mm0610_cnf_ini_ You want to get a 'Replacement 1099' statement.
02
direct_deposi Always
t
mm0610_cnf_ini_ You want 'Direct Deposit.'
03
go_back
mm0610_cnf_ini_ You want to 'Go Back' to the previous menu.
04
Always
proof_of_inco Always
me
mm0610_cnf_ini_ You're calling about 'Proof of Income.'
05
something_el Always
se
mm0610_cnf_ini_ You're calling about 'Something Else.'
06
--
gl_cnf_ini_02
Always
Right?
Confirmation Recovery Behavior
See 1.3 Global Confirmation
Recovery Behavior
Type
Condition
Action
nomatch 1
Always
Prompt : [mm0610_nm1_01]
Re-Recognition :
Let's try again. You can say 'Direct Deposit' or
press 1, 'Apply for Benefits' or press 2, 'Proof of
Income' or 3, 'Replacement 1099' or 4, 'It's
Something Else' or 5, or to go back to the
previous menu of options, say 'Go Back' or
press 6.
nomatch 2
^
Prompt : [mm0610_nm2_01]
Re-Recognition :
Sorry. To set up or change direct deposit, press
1. To apply for benefits, press 2. To get a proof
of income letter, 3. To get a replacement 1099
benefits statement, 4. For anything else, 5. Or,
to go back to the PREVIOUS menu options,
press 6.
nomatch 3
Always
Assign : transfer_reason =error
Nuance Communications
Social Security Administration
CONFIDENTIAL
Transition
--
Page 68 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
^
Prompt : [mm0610_ni1_01]
Re-Recognition :
To set up or change direct deposit of your
Social Security benefits, say 'Direct Deposit' or
press 1. To apply for benefits, say 'Apply for
Benefits' or press 2. To request a proof of
income or benefits verification letter, say 'Proof
of Income' or press 3. To get a replacement
1099 benefits statement, say 'Replacement
1099' or press 4. For anything else, say 'It's
Something Else' or press 5. Or, to go back to
the PREVIOUS menu options, say 'Go Back' or
press 6.
noinput 2
^
Prompt : [mm0610_ni2_01]
Re-Recognition :
Sorry. To set up or change direct deposit, press
1. To apply for benefits, press 2. To get a proof
of income letter, 3. To get a replacement 1099
benefits statement, 4. For anything else, 5. Or,
to go back to the PREVIOUS menu options,
press 6.
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Disabled Globals
StartOver, repeat
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm0700_Benefits_DM
CustomContext Recognition
Benefits disambiguation menu
Entering From
mm0210_SFMainMenu_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm0700_ini_01
Which do you want to do - 'Apply For Benefits,' check the 'Status of
a Claim,' set up or change 'Direct Deposit,' or ask about a 'Benefits
Payment?' (To hear more options, just say 'Other Options.')
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
apply ?(for ?[(social security) medicare] benefits)
// apply
1
If Necessary
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 69 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
[claim application] status, ?(check the) status of an [application claim]
// application_status
2
If Necessary
?[(set up) change] direct deposit
// direct_deposit
3
If Necessary
?(benefits) payment ?(question)
// payment
4
If Necessary
?(hear) [other more] options
// other_options
5
If Necessary
Actions
Option
Condition
Action
Transition
application_status
Always
Assign : current_task =application_status
--
^
^
Prompt : [mm0700_out_01]
Okay. Claim Status.
goto :
mm0515_ApplicationStatusKBA_DS
apply
Always
Prompt : [mm0700_out_02]
Okay. Apply for Benefits.
goto :
mm0800_BenefitsApplicationMenu_D
M
direct_deposit
Always
Assign : current_task =direct_deposit
--
^
^
Prompt : [mm0700_out_03]
Okay. Direct Deposit.
goto :
mm0325_DirectDepositKBA_DS
other_options
Always
Prompt : [mm0700_out_04]
Sure.
goto :
mm0900_BenefitsMoreOptions_DM
payment
Always
Prompt : [mm0700_out_05]
Okay. Payments.
goto :
mm1900_ReceivingBenefits_DM
Confirmation Prompts
Option
Condition
Name
Wording
application_st Always
atus
mm0700_cnf_ini_ You're calling about the 'Status of a Claim.' Right?
01
apply
mm0700_cnf_ini_ Sounds like you're calling for help with an application. Is that right?
02
Always
direct_deposi Always
t
mm0700_cnf_ini_ You want 'Direct Deposit.' Right?
03
other_options Always
mm0700_cnf_ini_ You'd like to hear more options. Right?
04
payment
mm0700_cnf_ini_ You want 'Payments.' Right?
05
Always
Confirmation Recovery Behavior
See 1.3 Global Confirmation
Recovery Behavior
Type
Condition
Action
nomatch 1
Always
Prompt : [mm0700_nm1_01]
Re-Recognition :
Let's try again... You can say 'Apply For
Benefits' or press 1, 'Claim Status' or press 2,
'Direct Deposit' or 3, 'Benefits Payment' or 4, Or
to hear more options, just say 'Other Options' or
press 5.
nomatch 2
^
Prompt : [mm0700_nm2_01]
Re-Recognition :
Sorry. To get help with an application for
benefits, press 1. To check the status of a claim
or application you've ALREADY filed, press 2. If
you'd like to set up or change direct deposit of
your benefits payments, press 3. For questions
about your benefits payments, press 4. Or to
Nuance Communications
Social Security Administration
CONFIDENTIAL
Transition
Page 70 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
hear additional benefits options, press 5.
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
^
Prompt : [mm0700_ni1_01]
Re-Recognition :
To get help with an application for Social
Security or Medicare benefits, say 'Apply For
Benefits' or press 1. To check the status of a
claim or application you've ALREADY filed, say
'Claim Status' or press 2. If you'd like to set up
or change direct deposit of your benefits
payments, say 'Direct Deposit' or press 3. For
questions about your benefits payments, say
'Benefits Payment' or press 4. Or to hear
additional benefits options, just say 'Other
Options' or press 5.
noinput 2
^
Prompt : [mm0700_ni2_01]
Re-Recognition :
Sorry. To get help with an application for
benefits, press 1. To check the status of a claim
or application you've ALREADY filed, press 2. If
you'd like to set up or change direct deposit of
your benefits payments, press 3. For questions
about your benefits payments, press 4. Or to
hear additional benefits options, press 5.
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm0800_BenefitsApplicationMenu_DM
CustomContext Recognition
Benefits application disambiguation menu.
Entering From
mm0210_SFMainMenu_DM, mm0700_Benefits_DM, mm0610_BackoffOtherOptionsMenu_DM
Initial Prompts
Type
Condition
Name
Wording
initial
First entry
mm0800_ini_01
Now, which are you calling about - 'Social Security Benefits'
(including disability, survivor, retirement, or supplemental security
income), 'Medicare and Prescription Drug Benefits,' or 'Something
Else?'
reprompt
After 'repeat' or disconfirmation
mm0800_ree_01
Which are you calling about - 'Social Security Benefits,' 'Medicare
and Prescription Drug Benefits,' or 'Something Else?'
Grammar
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 71 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Sample Expressions
DTMF
Reco Var/Option
Confirm
[(social security) disability survivor retirement, '(supplemental security
?income)] benefits
// social_security
1
If Necessary
[medicare (medicare or prescription ?drug) (prescription ?drug) drug]
benefits
// medicare
2
If Necessary
?[it's (i'm calling about)] something else, other
// something_else
3
If Necessary
repeat, repeat that
// repeat
9
Never
Actions
Option
Condition
Action
Transition
medicare
Always
Prompt : [mm0800_out_01]
Okay. Medicare.
goto :
mm1700_MedicareApplyMenu_DM
social_security
Always
Prompt : [mm0800_out_02]
Okay. Social Security.
goto :
mm0810_ApplicationStatusQuestion_
DM
something_else
Always
Prompt : [mm0800_out_03]
Okay.
goto : mm3000_ABRStatus_DS
repeat
Always
Prompt : [mm0800_out_04]
Sure.
Re-Recognition : Reprompt
Confirmation Prompts
Option
Condition
Name
Wording
medicare
Always
mm0800_cnf_ini_ You're calling about 'Medicare Benefits.'
01
social_securit Always
y
mm0800_cnf_ini_ You're calling about 'Social Security Benefits.'
02
something_el Always
se
mm0800_cnf_ini_ You're calling about 'Something Else.'
03
--
gl_cnf_ini_02
Always
Right?
Confirmation Recovery Behavior
See 1.3 Global Confirmation
Recovery Behavior
Type
Condition
Action
nomatch 1
Always
Prompt : [mm0800_nm1_01]
Re-Recognition :
Let's try again. You can say 'Social Security
Benefits' or press 1, 'Medicare Benefits' or
press 2, or for anything else, say 'It's Something
Else' or press 3.
nomatch 2
^
Prompt : [mm0800_nm2_01]
Sorry. For help applying for Social Security
benefits (including disability, survivor,
retirement, or supplemental security income),
press 1. For Medicare benefits (including
Prescription Drug benefits), press 2. Or, for
anything else, press 3.
Re-Recognition :
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
^
Prompt : [mm0800_ni1_01]
For help applying for Social Security benefits
Re-Recognition :
Nuance Communications
Social Security Administration
CONFIDENTIAL
Transition
Page 72 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
(including disability, survivor, retirement, or
supplemental security income), say 'Social
Security Benefits' or press 1. For Medicare
benefits (including Prescription Drug benefits),
say 'Medicare Benefits' pr press 2. Or, for
anything else, just say 'It's Something Else' or
press 3.
noinput 2
^
Prompt : [mm0800_ni2_01]
Sorry. For help applying for Social Security
benefits (including disability, survivor,
retirement, or supplemental security income),
press 1. For Medicare benefits (including
Prescription Drug benefits), press 2. Or, for
anything else, press 3.
Re-Recognition :
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Disabled Globals
repeat
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm0810_ApplicationStatusQuestion_DM
CustomContext Recognition
Asks the caller if he/she is calling about an existing application.
Entering From
mm0210_SFMainMenu_DM, mm0800_BenefitsApplicationMenu_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm0810_ini_01
Are you calling about a claim you've already filed?
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes
// yes
1
Never
no
// no
2
Never
Actions
Option
Condition
Action
Transition
no
Always
Prompt : [mm0810_out_01]
To apply for benefits you'll need to speak to
someone.
goto : mm3000_ABRStatus_DS
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 73 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
yes
Always
Assign : current_task =application_status
--
^
^
Prompt : [mm0810_out_02]
All right.
goto :
mm0515_ApplicationStatusKBA_DS
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm0810_nm1_01]
Let's try again...ARE you calling about a claim
or application you've already filed?
Re-Recognition :
nomatch 2
^
Prompt : [mm0810_nm2_01]
Sorry. If you're calling about a claim you've
ALREADY filed with us, press 1. Otherwise,
press 2.
Re-Recognition :
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
^
Prompt : [mm0810_ni1_01]
Re-Recognition :
If you ARE calling about a claim or application
you've already filed, say 'Yes' or press 1. If not,
say 'No' or press 2.
noinput 2
^
Prompt : [mm0810_ni2_01]
Sorry. If you're calling about a claim you've
ALREADY filed with us, press 1. Otherwise,
press 2.
Re-Recognition :
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Recovery Behavior
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm0900_BenefitsMoreOptions_DM
CustomContext Recognition
Additional Benefits options menu.
Entering From
mm0700_Benefits_DM
Initial Prompts
Type
Condition
Name
Wording
initial
First entry
mm0900_ini_01
Here are some more benefits options - you can say 'Proof of
Income,' 'Earnings Statement,' 'Update Personal Information,'
'Forms,' 'Pamphlets,' or for anything else, just say 'It's Something
Else.'
reprompt
After 'repeat' or disconfirmation
mm0900_ree_01
Which are you calling about - you can say 'Proof of Income,'
'Earnings Statement,' 'Update Personal Information,' 'Forms,'
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 74 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
'Pamphlets,' or for anything else, just say 'It's Something Else.'
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
proof of income ?letter
// proof_of_income
1
If Necessary
[benefits earnings] statment, 1099
// earnings_statement
2
If Necessary
update ?(?my ?personal information ?on file))
// update
3
If Necessary
forms
// forms
4
If Necessary
pamphlets
// pamphlets
5
If Necessary
?[it's (i'm calling about)] something else, other
// something_else
6
If Necessary
repeat, repeat that
// repeat
9
Never
Actions
Option
Condition
Action
Transition
earnings_statement
Always
Prompt : [mm0900_out_01]
Okay. Earnings Statement.
goto : mm2400_EarningsMenu_DM
forms
Always
Prompt : [mm0900_out_02]
All right. Forms.
goto : mm2300_FormsGeneral_DM
pamphlets
Always
Assign : current_task =transcription_pamphlet --
^
^
Prompt : [mm0900_out_03]
All right. Pamphlets.
goto :
mm0545_TranscriptionKBA_DS
proof_of_income
Always
Prompt : [mm0900_out_04]
All right. Proof of Income.
--
^
^
Assign : current_task =benefits_verification
goto : mm0500_BEVEKBA_DS
something_else
Always
Prompt : [mm0900_out_05]
Okay.
goto : mm3000_ABRStatus_DS
update
Always
Prompt : [mm0900_out_06]
Okay. Update Information.
goto :
mm0910_UpdatePersonalInfo_DM
repeat
Always
Prompt : [mm0900_out_07]
Sure.
Re-Recognition : Reprompt
Confirmation Prompts
Option
Condition
Name
Wording
earnings_stat Always
ement
mm0900_cnf_ini_ You're calling about an 'Earnings Statement.'
01
forms
Always
mm0900_cnf_ini_ You want 'Forms.'
02
pamphlets
Always
mm0900_cnf_ini_ You want 'Pamphlets.'
03
proof_of_inco Always
me
mm0900_cnf_ini_ You're calling about 'Proof of Income.'
04
something_el Always
se
mm0900_cnf_ini_ You're calling about 'Something Else.'
05
update
Always
mm0900_cnf_ini_ You want to 'Update Personal Information.'
06
--
Always
gl_cnf_ini_02
Nuance Communications
Right?
Social Security Administration
CONFIDENTIAL
Page 75 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Confirmation Recovery Behavior
See 1.3 Global Confirmation
Recovery Behavior
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm0900_nm1_01]
Re-Recognition :
Let's try again. You can say 'Proof of Income' or
press 1, 'Earnings Statement' or press 2,
Update Personal Information' or 3, 'Forms' or 4,
'Pamphlets' or 5, or say 'It's Something Else' or
press 6.
nomatch 2
^
Prompt : [mm0900_nm2_01]
Re-Recognition :
Sorry. If you need proof of your Social Security
income, press 1. For a copy of your annual
earnings statement or '1099 form,' press 2. To
update personal information you have on file
(name or address changes, for example), press
3. To hear about Social Security forms, press 4.
To receive information about Social Security
benefits in the mail, press 5. Or, for anything
else, press 6.
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
^
Prompt : [mm0900_ni1_01]
Re-Recognition :
For a proof of Social Security income letter, say
'Proof of Income' or press 1. For a copy of your
annual earnings statement or '1099 form,' say
'Earnings Statement' or press 2. To update
personal information you have on file (name or
address changes, for example), say 'Update
Information' or press 3. To hear about Social
Security forms (other than proof of income or a
1099), say 'Forms' or press 4. To receive
information about Social Security benefits in the
mail, say 'Pamphlets' or press 5. Or, for
anything else, just say 'It's Something Else' or
press 6.
noinput 2
^
Prompt : [mm0900_ni2_01]
Re-Recognition :
Sorry. If you need proof of your Social Security
income, press 1. For a copy of your annual
earnings statement or '1099 form,' press 2. To
update personal information you have on file
(name or address changes, for example), press
3. To hear about Social Security forms, press 4.
To receive information about Social Security
benefits in the mail, press 5. Or, for anything
else, press 6.
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Disabled Globals
repeat
Commands: Confirmations
See 1.2 Global Commands
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 76 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm0910_UpdatePersonalInfo_DM
CustomContext Recognition
'Update Personal Information' disambiguation menu
Entering From
mm0210_SFMainMenu_DM, mm0600_BackoffMainMenu_DM, mm0900_BenefitsMoreOptions_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm0910_ini_01
Which do you want to update - your 'Name,' your 'Address,' 'Direct
Deposit Information' (like bank information), or 'Something Else?'
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
?(i [want need] to [change update] my) name, [change update] name,
name change
// name
1
?(i [want need] to [change update] my) address, [change update]
address, address change
// address
2
?(i [want need] to [change update] my) direct deposit ?information,
[change update] direct deposit ?information, direct deposit change
3
?[it's (i'm calling about)] something else, other
// something_else
4
Actions
Option
Condition
Action
Transition
address
Always
Assign : current_task =change_address
--
^
^
Prompt : [mm0910_out_01]
All right. Change your Address.
goto :
mm0305_ChangeOfAddressKBA_DS
direct_deposit
Always
Assign : current_task =direct_deposit
--
^
^
Prompt : [mm0910_out_02]
All right. Direct Deposit.
goto :
mm0325_DirectDepositKBA_DS
name
Always
Assign : card_action =Undefined
--
^
^
Prompt : [mm0910_out_03]
All right. Name Change.
goto : mm1420_SSUpdateMsg_PP
something_else
Always
Prompt : [mm0910_out_04]
All right.
goto : mm3000_ABRStatus_DS
Confirmation Prompts
Option
Condition
Name
Wording
address
Always
mm0910_cnf_ini_ You'd like to change your 'Address.'
01
direct_deposi Always
t
mm0910_cnf_ini_ You'd like to change your Direct Deposit information.
02
name
mm0910_cnf_ini_ You'd like to change your 'Name.'
Always
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 77 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
03
something_el Always
se
mm0910_cnf_ini_ You're calling about 'Something Else.'
04
--
gl_cnf_ini_02
Always
Right?
Confirmation Recovery Behavior
See 1.3 Global Confirmation
Recovery Behavior
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm0910_nm1_01]
Re-Recognition :
Let's try again. You can say 'Name' or press 1,
'Address' or press 2, 'Direct Deposit' or 3, OR
for anything else, say 'It's Something Else' or
press 4.
nomatch 2
^
Prompt : [mm0910_nm2_01]
Re-Recognition :
Sorry. To change the NAME we have on file for
you, press 1. To change your ADDRESS, press
2. For changes to Direct Deposit information,
press 3. Or, to change anything else, press 4.
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
^
Prompt : [mm0910_ni1_01]
Re-Recognition :
To change the NAME we have on file for you
(for example, if you've gotten married or had a
legal name change), say 'name' or press 1. To
change your ADDRESS, say 'Address' or press
2. (To change BOTH, just choose the one you'd
like to start with). For changes to your Direct
Deposit information (like bank information), say
'Direct Deposit' or press 3. Or, to change
anything else, just say 'It's Something Else' or
press 4.
noinput 2
^
Prompt : [mm0910_ni2_01]
Re-Recognition :
Sorry. To change the NAME we have on file for
you, press 1. To change your ADDRESS, press
2. For changes to Direct Deposit information,
press 3. Or, to change anything else, press 4.
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 78 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
mm1100_SocialSecurityCardsMenu_DM
CustomContext Recognition
Social Security Cards disambiguation menu
Entering From
mm0210_SFMainMenu_DM, mm1300_WhichCard_DM, mm1310_BothCardsMsg_PP, mm0050_EntryRouting_DS
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1100_ini_01
Which of these would you like to do - get a 'Replacement Social
Security Card,' 'APPLY for a Social Security Number,' 'Update Your
Personal Information,' or 'Something Else?'
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
?(get a) replacement ?(social security) card, replace my ?(social
security) card
// replacement_card
1
If Necessary
apply ?(for a social security number)
// new_card
2
If Necessary
update ?(?my ?personal information)
// update
3
If Necessary
?[it's (i'm calling about)] something else, other
// something_else
4
If Necessary
Actions
Option
Condition
Action
Transition
new_card
Always
Assign : card_action =new
--
^
^
Prompt : [mm1100_out_01]
Okay. Apply for a Social Security Number.
goto : mm1410_SSNewMsg_PP
replacement_card
Always
Assign : card_action =replace
--
^
^
Prompt : [mm1100_out_02]
Okay. Replacement Card.
goto :
mm1400_SSReplacementMsg_PP
update
Always
Assign : card_action =update
--
^
^
Prompt : [mm1100_out_03]
Okay. Update Information.
goto :
mm1110_UpdatePersonalInfo_DM
something_else
Always
Prompt : [mm1100_out_04]
Okay.
goto : mm3000_ABRStatus_DS
Confirmation Prompts
Option
Condition
Name
Wording
new_card
Always
mm1100_cnf_ini_ You're calling to 'Apply for a Social Security Number.'
01
replacement_ Always
card
mm1100_cnf_ini_ You're calling about a 'Replacement Card.'
02
something_el Always
se
mm1100_cnf_ini_ You're calling about 'Something Else.'
03
update
Always
mm1100_cnf_ini_ You want to 'Update Personal Information.'
04
--
Always
gl_cnf_ini_02
Right?
Confirmation Recovery Behavior
See 1.3 Global Confirmation
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 79 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Recovery Behavior
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1100_nm1_01]
Re-Recognition :
Let's try again. You can say 'Replacement
Card' or press 1, 'Apply for a Number' or press
2, 'Update Personal Information' or 3, OR for
anything else, say 'It's Something Else' or press
4.
nomatch 2
^
Prompt : [mm1100_nm2_01]
Sorry. To get a REPLACEMENT Social
Security card, press 1. If you've never had a
social security number and you need to apply
for one, press 2. To update personal
information you have on file, press 3. Or for
anything else, press 4.
Re-Recognition :
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
^
Prompt : [mm1100_ni1_01]
Re-Recognition :
To get a REPLACEMENT Social Security card,
say 'Replacement Card' or press 1. If you've
never had a social security number and you
need to apply for one, say 'Apply for a Number'
or press 2. To update personal information you
have on file (name or address changes, for
example), say 'Update Personal Information' or
press 3. Or for anything else, just say 'It's
Something Else' or press 4.
noinput 2
^
Prompt : [mm1100_ni2_01]
Sorry. To get a REPLACEMENT Social
Security card, press 1. If you've never had a
social security number and you need to apply
for one, press 2. To update personal
information you have on file, press 3. Or for
anything else, press 4.
Re-Recognition :
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm1105_MedicareCardsMenu_DM
CustomContext Recognition
Medicare Cards disambiguation menu
Entering From
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 80 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
mm1300_WhichCard_DM, mm1430_SocialSecurityCardMenu_DM, mm1520_GetForm_DM, mm1600_SubmitForm_DM,
mm0320_FieldOfficeLocator_SD, mm1510_CitizenDocumentsMsgPart1_DM, mm1512_CitizenDocumentsMsgPart2_DM,
mm1515_NonCitizenDocumentsMsgPart1_DM, mm1517_NonCitizenDocumentsMsgPart2_DM, mm1519_NonCitizenDocumentsMsgPart3_DM,
mm1530_WebsiteInstructions_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1105_ini_01
Which of these would you like to do - get a 'Replacement Medicare
Card,' 'APPLY for a Card,' or 'Something Else?'
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
?(get a) replacement ?medicare card, replace my ?medicare card
// replacement_card
1
If Necessary
apply for a ?medicare card
// new_card
2
If Necessary
?[it's (i'm calling about)] something else, other
// something_else
3
If Necessary
Actions
Option
Condition
Action
Transition
new_card
Always
Assign : card_action =new
--
^
^
Prompt : [mm1105_out_01]
Okay. Get a New Card.
goto :
mm1700_MedicareApplyMenu_DM
replacement_card
Always
Assign : current_task =card_medicare
--
^
^
Assign : card_action =replace
--
^
^
Prompt : [mm1105_out_02]
Okay. Replacement Card.
goto : mm0560_MRCKBA_DS
something_else
Always
Prompt : [mm1105_out_03]
Okay.
goto : mm3000_ABRStatus_DS
Confirmation Prompts
Option
Condition
Name
Wording
new_card
Always
mm1105_cnf_ini_ You're calling to 'Apply for a Card.'
01
replacement_ Always
card
mm1105_cnf_ini_ You're calling about a 'Replacement Card.'
02
something_el Always
se
mm1105_cnf_ini_ You're calling about 'Something Else.'
03
--
gl_cnf_ini_02
Always
Right?
Confirmation Recovery Behavior
See 1.3 Global Confirmation
Recovery Behavior
Type
Condition
Action
nomatch 1
Always
Prompt : [mm1105_nm1_01]
Re-Recognition :
Let's try again. You can say 'REPLACEMENT
Card' or press 1, 'Apply for a Card' or press 2,
or for anything else, say 'It's Something Else' or
press 3.
nomatch 2
^
Prompt : [mm1105_nm2_01]
Re-Recognition :
Sorry. To get a REPLACEMENT card, press 1.
If you've never had a Medicare card and you
need to apply for one, say 'Apply for a Card' or
Nuance Communications
Social Security Administration
CONFIDENTIAL
Transition
Page 81 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
press 2. Or for anything else, press 3.
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
^
Prompt : [mm1105_ni1_01]
Re-Recognition :
To get a REPLACEMENT card, say
'Replacement Card' or press 1. For help
applying for a NEW Medicare card, say 'Apply
for a Card' or press 2. Or for anything else, just
say 'It's Something Else' or press 3.
noinput 2
^
Prompt : [mm1105_ni2_01]
Re-Recognition :
Sorry. To get a REPLACEMENT card, press 1.
If you've never had a Medicare card and you
need to apply for one, say 'Apply for a Card' or
press 2. Or for anything else, press 3.
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm1110_UpdatePersonalInfo_DM
CustomContext Recognition
Update Personal Information disambiguation menu
Entering From
mm1100_SocialSecurityCardsMenu_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1110_ini_01
Which do you want to update - your 'Name,' your 'Address,' or
'Something Else?'
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
?(i [want need] to [change update] my) name, [change update] name,
name change
// name
1
?(i [want need] to [change update] my) address, [change update]
address, address change
// address
2
?[it's (i'm calling about)] something else, other
// something_else
3
Actions
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 82 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Option
Condition
Action
Transition
address
Always
Assign : current_task =change_address
--
^
^
Prompt : [mm1110_out_01]
All right. Change your Address.
goto :
mm0305_ChangeOfAddressKBA_DS
name
Always
Assign : card_action =Undefined
--
^
^
Prompt : [mm1110_out_02]
All right. Name Change.
goto : mm1420_SSUpdateMsg_PP
something_else
Always
Prompt : [mm1110_out_03]
All right.
goto : mm3000_ABRStatus_DS
Confirmation Prompts
Option
Condition
Name
Wording
address
Always
mm1110_cnf_ini_ You'd like to change your 'Address.'
01
name
Always
mm1110_cnf_ini_ You'd like to change your 'Name.'
02
something_el Always
se
mm1110_cnf_ini_ You're calling about 'Something Else.'
03
--
gl_cnf_ini_02
Always
Right?
Confirmation Recovery Behavior
See 1.3 Global Confirmation
Recovery Behavior
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1110_nm1_01]
Re-Recognition :
Let's try again. You can say 'Name' or press 1,
'Address' or press 2, OR for anything else, say
'It's Something Else' or press 3.
nomatch 2
^
Prompt : [mm1110_nm2_01]
Re-Recognition :
Sorry. To change the NAME we have on file for
you, press 1. To change your ADDRESS, press
2. Or, to change anything else, press 3.
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
^
Prompt : [mm1110_ni1_01]
Re-Recognition :
To change the NAME we have on file for you
(for example, if you've gotten married or had a
legal name change), say 'name' or press 1. To
change your ADDRESS, say 'Address' or press
2. (To change BOTH, just choose the one you'd
like to start with). Or, to change anything else,
just say 'It's Something Else' or press 3.
noinput 2
^
Prompt : [mm1110_ni2_01]
Re-Recognition :
Sorry. To change the NAME we have on file for
you, press 1. To change your ADDRESS, press
2. Or, to change anything else, press 3.
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 83 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm1210_InternetAddress_DM
CustomContext Recognition
Internet Address message
Entering From
mm0210_SFMainMenu_DM, mm1210_InternetAddress_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1210_ini_01
You can find our website at 'social security dot G O V.'
initial
^
mm1210_ini_02
<500ms silence>
initial
^
mm1210_ini_03
To hear a detailed list of the services available online, say 'Details.'
If you're experiencing trouble online, say 'Problem.' Otherwise, just
hold on and I'll take you back to the Main Menu...
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
repeat ?that
// repeat
1
Never
?hear ?website details, details about ?the website
// details
2
If Necessary
trouble online, problem, online problem
// problem
3
If Necessary
Actions
Option
Condition
Action
Transition
repeat
Always
Prompt : [mm1210_out_01]
Sure.
goto : mm1210_InternetAddress_DM
details
Always
Prompt : [mm1210_out_01]
Sure.
goto :
mm1220_InternetInformation_DM
problem
Always
Prompt : [mm1210_out_02]
Okay.
goto : mm3000_ABRStatus_DS
Confirmation Prompts
Option
Condition
Name
Wording
details
Always
mm1210_cnf_ini_ You want to hear more Details.
01
problem
Always
mm1210_cnf_ini_ You're having trouble when you visit our website.
02
--
Always
gl_cnf_ini_02
Right?
Confirmation Recovery Behavior
See 1.3 Global Confirmation
Recovery Behavior
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 84 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1210_nm1_01]
Re-Recognition :
Let's try again. You can say 'Repeat That' or
press 1, 'Details' or press 2, 'Problem' or press
3, OR if you're finished, just hang up.
Otherwise, hold on and I'll take you back to the
Main Menu...
nomatch 2
^
Prompt : [mm1210_nm2_01]
Re-Recognition :
Sorry. To hear that web address again, press
1. For more details about our website, press 2.
If your experiencing problems when you go to
our website, press 3. Or if you're finished, feel
free to hang up. Otherwise, just hold on and I'll
take you back to the Main Menu...
nomatch 3
If office_hours=true
Prompt : [mm1210_nm3_01]
Sorry we're having trouble. To speak with
someone, say 'Agent.' Otherwise,...
goto : mm0200_SFToggle_DS
nomatch 3
Else (office_hours=false)
Prompt : [mm1210_nm3_02]
Sorry we're having trouble. Let's keep going...
goto : mm0200_SFToggle_DS
noinput 1
--
--
goto : mm0200_SFToggle_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Disabled Globals
repeat
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm1220_InternetInformation_DM
CustomContext Recognition
Internet 'more information' message
Entering From
mm1210_InternetAddress_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1220_ini_01
In addition to general information, on the website you can apply for
retirement, disability, or spouse's benefits; find the location, hours
of operation, and directions for your nearest local Social Security
office; download forms to apply for a new or replacement Social
Security card, or to change or correct the name on your Social
Security account. You can use the online Social Security Benefits
Planner to calculate an estimate of future Social Security benefits,
or the Benefit Eligibility Screening Tool to find out what benefits
you might be eligible for. You can also request a replacement
Medicare card; a benefit verification or 'proof of income' letter, with
information about your Social Security and SSI eligibility and
benefit amounts; or a replacement 1099 Social Security Benefit
Statement summarizing the Social Security benefits you received
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 85 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
during the previous year.
initial
^
mm1220_ini_02
<500ms silence>
initial
^
mm1220_ini_03
The web address, again, is 'social security dot G O V.
initial
^
mm1220_ini_04
<500ms silence>
initial
^
mm1220_ini_05
Now, would you like to hear that again?
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes
// yes
1
Never
no
// no
2
Never
Actions
Option
Condition
Action
no
Always
Prompt : [mm1220_out_01]
goto : mm0200_SFToggle_DS
All right. If you're finished, feel free to hang up.
Otherwise, just hang on and I'll take you back to
the Main Menu.
Transition
yes
Always
Prompt : [mm1220_out_02]
Sure.
Re-Recognition : Reprompt
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1220_nm1_01]
Let's try again...Would you like to hear the
website information again?
Re-Recognition :
nomatch 2
^
Prompt : [mm1220_nm2_01]
Re-Recognition :
Sorry. To hear the information about the Social
Security Administration website again, press 1.
Otherwise, press 2.
nomatch 3
Always
Prompt : [mm1220_nm3_01]
Sorry we're having trouble. Let's keep going...
goto : mm0200_SFToggle_DS
noinput 1
Always
Prompt : [mm1220_ni1_01]
If you'd like to hear the website information
again, say 'Yes' or press 1. If not, say 'No' or
press 2.
Re-Recognition :
noinput 2
Always
Prompt : [mm1220_ni2_01]
Let's keep going...
goto : mm0200_SFToggle_DS
Recovery Behavior
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm1300_WhichCard_DM
CustomContext Recognition
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 86 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Which Card (Social Security or Medicare) question
Entering From
mm0210_SFMainMenu_DM, mm0600_BackoffMainMenu_DM, mm0470_ReplacementDisambig_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1300_ini_01
Which are you calling about - a 'Social Security Card,' a 'Medicare
Card,' 'Both Cards,' or 'Something Else?'
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
?(i'm calling about [a my]) social security ?card
// social_security
1
If Necessary
?(i'm calling about [a my]) medicare ?card
// medicare
2
If Necessary
?(i'm calling about) both ?[cards (of them)]
// both
3
If Necessary
?[it's (i'm calling about)] something else, other, ?[(a different) another]
card
// something_else
4
If Necessary
Actions
Option
Condition
Action
Transition
both
Always
Assign : current_task =card_social_security
--
^
^
Assign : card_type =both
--
^
^
Prompt : [mm1300_out_01]
Okay.
goto : mm1310_BothCardsMsg_PP
medicare_card
Always
Assign : card_type =medicare
--
^
^
Prompt : [mm1300_out_02]
Okay. Medicare.
goto :
mm1105_MedicareCardsMenu_DM
something_else
Always
Prompt : [mm1300_out_03]
Okay
goto : mm3000_ABRStatus_DS
ss_card
Always
Assign : card_type =social_security
--
^
^
Prompt : [mm1300_out_04]
Okay. Social Security.
goto :
mm1100_SocialSecurityCardsMenu_
DM
Confirmation Prompts
Option
Condition
Name
both
Always
mm1300_cnf_ini_ You're calling about BOTH cards.
01
Wording
medicare
Always
mm1300_cnf_ini_ You're calling about a Medicare card.
02
social_securit Always
y
mm1300_cnf_ini_ You're calling about a Social Security card.
03
something_el Always
se
mm1300_cnf_ini_ You're calling about 'Something Else.'
04
--
gl_cnf_ini_02
Always
Right?
Confirmation Recovery Behavior
See 1.3 Global Confirmation
Recovery Behavior
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 87 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1300_nm1_01]
Re-Recognition :
Let's try again. You can say 'Social Security' or
press 1, 'Medicare' or press 2, 'Both Cards' or
3, OR for anything else, say 'It's Something
Else' or press 4.
nomatch 2
^
Prompt : [mm1300_nm2_01]
Re-Recognition :
Sorry. If you're calling about a Social Security
card, press 1. For a Medicare card, press 2. If
you'd like help with BOTH cards, press 3. Or,
for anything else, press 4.
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
^
Prompt : [mm1300_ni1_01]
Re-Recognition :
For help with a Social Security card, say 'Social
Security' or press 1. For help with Medicare
cards, say 'Medicare' or press 2. If you'd like
help with BOTH Social Security AND Medicare
cards, just say 'Both' or press 3. Or, for
anything else, say 'It's Something Else' or press
4.
noinput 2
^
Prompt : [mm1300_ni2_01]
Re-Recognition :
Sorry. If you're calling about a Social Security
card, press 1. For a Medicare card, press 2. If
you'd like help with BOTH cards, press 3. Or,
for anything else, press 4.
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm1310_BothCardsMsg_PP
Play Prompt
If caller chooses 'both [cards]' at mm1300_WhichCard_DM, plays message
Entering From
mm1300_WhichCard_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1310_out_01
We'll have to handle the two cards one at a time. We'll do the
Social Security card first. After we've done that, we'll take care of
the Medicare Card.
initial
^
mm1310_out_02
<1000ms silence>
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 88 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
initial
December 5, 2011
^
mm1310_out_03
Now, the Social Security Card.
Actions
Condition
Action
Transition
Always
--
goto : mm1100_SocialSecurityCardsMenu_DM
Developer Notes
--
mm1400_SSReplacementMsg_PP
Play Prompt
Social Security replacement card message
Entering From
mm1100_SocialSecurityCardsMenu_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1400_out_01
There's no charge to get a replacement card. To order one, you
need to fill out an 'Application for a Social Security Card' (it's called
'form S S 5') and show proof of your identity and, if you weren't
born in the U.S., proof of citizenship. You should know that, after
you submit it, it might take a few weeks to get a reply.
Actions
Condition
Action
Transition
Always
--
goto : mm1430_SocialSecurityCardMenu_DM
Developer Notes
--
mm1410_SSNewMsg_PP
Play Prompt
New Social Security Card message.
Entering From
mm1100_SocialSecurityCardsMenu_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1410_out_01
There's no charge to get a Social Security number and card. For
newborns, it's usually taken care of by the hospital when they're
born. For everyone else, you'll need to fill out an 'Application for a
Social Security Card' (it's called 'form S S 5') and show proof of
your age, identity, and U.S. citizenship. If you're not a citizen, you
need to show proof that you have current lawful, work-authorized
immigration status. If you're NOT authorized to work, you'll have to
prove that you have a valid non-work reason for requesting a card.
Actions
Condition
Action
Transition
Always
--
goto : mm1430_SocialSecurityCardMenu_DM
Developer Notes
--
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 89 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
mm1420_SSUpdateMsg_PP
Play Prompt
Update personal Information message.
Entering From
mm0910_UpdatePersonalInfo_DM, mm1110_UpdatePersonalInfo_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1420_out_01
There's no charge to correct or change your information. To make
changes or corrections, you need to fill out an 'Application for a
Social Security Card' (it's called 'form S S 5') and show proof of
your identity AND documents to support the change and the
reason for making it (a legal name change, for example). If you
weren't born in the United States, you also need to prove your U.S.
citizenship or current lawful, work-authorized immigration status.
Actions
Condition
Action
Transition
Always
--
goto : mm1430_SocialSecurityCardMenu_DM
Developer Notes
--
mm1430_SocialSecurityCardMenu_DM
CustomContext Recognition
Social Security Card task disambiguation menu.
Entering From
mm1400_SSReplacementMsg_PP, mm1410_SSNewMsg_PP, mm1420_SSUpdateMsg_PP
Initial Prompts
Type
Condition
Name
Wording
initial
First entry
mm1430_ini_01
Now, tell me which you'd like to do - 'Get an Application Form,' get
help 'Filling Out a Form,' 'Submit a Form,' get information about
'Supporting Documents,' or 'Find a Social Security Office.' Or, for
anything else, just say 'It's Something Else.'
reprompt
After 'repeat' or disconfirmation
mm1430_ree_01
Which would you like to do - 'Get an Application Form,' get help
'Filling Out a Form,' 'Submit a Form,' get information about
'Supporting Documents,' or 'Find a Social Security Office.' Or, for
anything else, just say 'It's Something Else.'
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
get ?an application ?form
// get_form
1
If Necessary
?(get help with) ?[a (an application)] form
// help_with_form
2
If Necessary
submit ?an [(application ?form) form]
// submit_form
3
If Necessary
?(get information about) ?supporting [documents documentation]
// documents
4
If Necessary
?(find a) ?(social security ?field) office
// office
5
If Necessary
?[it's (i'm calling about)] something else, other
6
repeat, repeat that
// repeat
9
Never
Actions
Option
Condition
Action
Transition
documents
Always
Prompt : [mm1430_out_01]
All right. Supporting Documents.
goto :
mm1500_CitizenshipQuestion_DM
get_form
Always
Prompt : [mm1430_out_02]
All right. Get a Form.
goto : mm1520_GetForm_DM
help_with_form
Always
Prompt : [mm1430_out_03]
All right.
goto : mm3000_ABRStatus_DS
office
Always
Assign : current_task =field_office_locator
--
^
^
Prompt : [mm1430_out_04]
All right. Office Locations.
goto :
mm0320_FieldOfficeLocator_SD
something_else
If card_type=both
Prompt : [mm1430_out_05]
goto :
All right. We'll get to that. First let's take care of mm1105_MedicareCardsMenu_DM
your Medicare card...
^
Else
Assign : card_type =Undefined
--
^
^
Prompt : [mm1430_out_06]
All right.
goto : mm3000_ABRStatus_DS
submit_form
Always
Prompt : [mm1430_out_07]
All right. Submit Form.
goto : mm1600_SubmitForm_DM
repeat
Always
Prompt : [mm1430_out_08]
Sure.
Re-Recognition : Reprompt
Confirmation Prompts
Option
Condition
Name
Wording
documents
Always
mm1430_cnf_ini_ You'd like information about Supporting Documents.
01
get_form
Always
mm1430_cnf_ini_ You'd like help Getting a Form.
02
help_with_for Always
m
mm1430_cnf_ini_ You'd like help Filling Out a Form.
03
office
mm1430_cnf_ini_ You're calling to find a Social Security office.
04
Always
something_el Always
se
mm1430_cnf_ini_ You're calling about 'Something Else.'
05
submit_form Always
mm1430_cnf_ini_ You'd like help Submitting a Form.
06
--
gl_cnf_ini_02
Always
Right?
Confirmation Recovery Behavior
See 1.3 Global Confirmation
Recovery Behavior
Type
Condition
Action
nomatch 1
Always
Prompt : [mm1430_nm1_01]
Re-Recognition :
Let's try again. You can say 'Get an Application'
or press 1, help 'Filling Out a Form' or press 2,
'Submit a Form' or 3, 'Supporting Documents' or
4, 'Find an Office' or 5, or for anything else, say
'Something Else' or press 6.
nomatch 2
^
Prompt : [mm1430_nm2_01]
Nuance Communications
Social Security Administration
CONFIDENTIAL
Transition
Re-Recognition :
Page 91 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Sorry. To get a copy of the 'S S 5 Form,' press
1. For help filling out the form, press 2. To get
instructions for submitting the form, press 3. To
hear about the supporting documents you'll
need to provide, press 4. To find a Social
Security office, press 5. Or, for anything else,
press 6.
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
^
Prompt : [mm1430_ni1_01]
Re-Recognition :
For help getting a copy of the 'S S 5 Form' you
use to apply for benefits, say 'Get an
Application' or press 1. For help filling out the
form, say 'Fill Out Form' or press 2. To get
instructions for submitting the form, say 'Submit
Form' or press 3. To hear information about the
documents you'll need to provide when you
make an application, say 'Supporting
Documents' or press 4. To find a Social
Security office in your area, say 'Office
Locations' or press 5. Or, for anything else, just
say 'It's Something Else' or press 6.
noinput 2
^
Prompt : [mm1430_ni2_01]
Re-Recognition :
Sorry. To get a copy of the 'S S 5 Form,' press
1. For help filling out the form, press 2. To get
instructions for submitting the form, press 3. To
hear about the supporting documents you'll
need to provide, press 4. To find a Social
Security office, press 5. Or, for anything else,
press 6.
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Disabled Globals
repeat
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm1500_CitizenshipQuestion_DM
CustomContext Recognition
asks the caller if he/she is a US citizen in order to provide appropriate information about supporting documents
Entering From
mm1430_SocialSecurityCardMenu_DM
Initial Prompts
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 92 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Type
Condition
Name
Wording
initial
Always
mm1500_ini_01
Is the person who needs the card a United States citizen?
Grammar
Sample Expressions
DTMF
Reco Var/Option
yes ?[(i am) ([he she] is)]
// yes
1
Never
Confirm
no ?[(i'm not) ([he she] isn't)]
// no
2
Never
Actions
Option
Condition
Action
Transition
yes
Always
Prompt : [mm1500_out_01]
Okay.
goto :
mm1510_CitizenDocumentsMsgPart1
_DM
no
Always
Prompt : [mm1500_out_02]
No problem.
goto :
mm1515_NonCitizenDocumentsMsg
Part1_DM
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1500_nm1_01]
Let's try again... IS the person applying for a
card a U.S. citizen?
Re-Recognition :
nomatch 2
^
Prompt : [mm1500_nm2_01]
Sorry. If the person applying is a U.S. citizen,
press 1. Otherwise, press 2.
Re-Recognition :
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
^
Prompt : [mm1500_ni1_01]
Re-Recognition :
The kinds of documentation we need depends,
in part, on whether the person who's applying
for benefits is a U.S. citizen. So, if the person
who's applying IS a citizen, say 'Yes' or press 1.
If not, say 'No' or press 2.
noinput 2
^
Prompt : [mm1500_ni2_01]
Sorry. If the person applying is a U.S. citizen,
press 1. Otherwise, press 2.
Re-Recognition :
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Recovery Behavior
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 93 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
mm1510_CitizenDocumentsMsgPart1_DM
CustomContext Recognition
First section of informational message about Supporting Documents needed to apply or change personal information for U.S. citizens.
Entering From
mm1500_CitizenshipQuestion_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1510_ini_01
I have a lot of information, which I'll give to you in two parts. (And
just so you know, all of this information can be found on the back of
the Application form). Now, Here's the first part. Your proof of
identity must show your legal name, and we can accept any of the
following: your U.S. driver's license, your U.S. state-issued ID, or
your U.S. passport. If you don't have any of those, we may accept
other documents, like a U.S. military ID, a Certificate of
Naturalization, or an employee identity card. For young children,
we may accept medical records maintained by the child's medical
provider, a final adoption decree, a school ID card or records
maintained by the school. But, we CANNOT accept birth
certificates as proof of identity.
initial
^
mm1510_ini_02
<1000ms silence>
initial
^
mm1510_ini_03
To hear that again, say 'Repeat That.' Otherwise, to hear more
information about supporting documents, say 'Keep Going.' Or, if
you're finished, just say 'I'm Finished.'
reprompt
(after disconfirmation)
mm1510_ree_01
To hear the information again, say 'Repeat That.' Otherwise, to
hear more information about supporting documents, say 'Keep
Going.' Or, if you're finished, just say 'I'm Finished.'
reprompt
(after repeat)
mm1510_ree_02
Here's the first part again. Your proof of identity must show your
legal name, and we can accept any of the following: your U.S.
driver's license, your U.S. state-issued ID, or your U.S. passport. If
you don't have any of those, we may accept other documents, like
a U.S. military ID, a Certificate of Naturalization, or an employee
identity card. For young children, we may accept medical records
maintained by the child's medical provider, a final adoption decree,
a school ID card or records maintained by the school. But, we
CANNOT accept birth certificates as proof of identity.
reprompt
^
mm1510_ree_03
<1000ms silence>
reprompt
^
mm1510_ree_04
To hear that again, say 'Repeat That.' Otherwise, to hear more
information about supporting documents, say 'Keep Going.' Or, if
you're finished, just say 'I'm Finished.'
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
repeat that
// repeat
1
keep going
// keep_going
2
?(i'm) finished
// finished
3
Actions
Option
Condition
Action
Transition
finished
If card_type=both
Prompt : [mm1510_out_01]
Now let's take care of your Medicare card...
goto :
mm1105_MedicareCardsMenu_DM
^
Else
Assign : card_type =Undefined
--
^
^
Prompt : [mm1510_out_02]
goto : mm0200_SFToggle_DS
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December 5, 2011
All right. Now...
keep_going
Always
Prompt : [mm1510_out_03]
All right.
goto :
mm1512_CitizenDocumentsMsgPart2
_DM
repeat
Always
Prompt : [mm1510_out_04]
Sure.
Re-Recognition : Reprompt
Confirmation Prompts
Option
Condition
Name
Wording
keep_going
Always
mm1510_cnf_ini_ You want to hear more information, right?
01
finished
Always
mm1510_cnf_ini_ Sounds like you're finished. Is that right?
02
Confirmation Recovery Behavior
See 1.3 Global Confirmation
Recovery Behavior
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1510_nm1_01]
Let's try again... You can say 'Repeat That' (or
press 1), 'Keep Going' (or press 2), or 'I'm
Finished' (or press 3).
Re-Recognition :
nomatch 2
Always
Prompt : [mm1510_nm2_01]
Re-Recognition :
Sorry. To hear that again, press 1. To hear
MORE information about supporting
documents, press 2. Or, if you're finished, press
3.
nomatch 3
Always
Prompt : [mm1510_nm3_01]
Sorry we're having trouble. Let's keep going...
noinput 1
Always
Prompt : [mm1510_ni1_01]
Re-Recognition :
To hear that information again, say 'Repeat
That' (or press 1). To hear MORE information
about supporting documents, say 'Keep Going'
(or press 2). Or, if you're finished, just say 'I'm
Finished' (or press 3).
noinput 2
Always
Prompt : [mm1510_ni2_01]
Sorry we're having trouble. Let's keep going...
goto :
mm1512_CitizenDocumentsMsgPart2
_DM
goto :
mm1512_CitizenDocumentsMsgPart2
_DM
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Disabled Globals
repeat
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
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Social Security Administration
CONFIDENTIAL
Page 95 of 362
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December 5, 2011
mm1512_CitizenDocumentsMsgPart2_DM
CustomContext Recognition
Second section of informational message about Supporting Documents needed to apply or change personal information for U.S. citizens.
Entering From
mm1510_CitizenDocumentsMsgPart1_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1512_ini_01
Here's the last part. The documents you'll need depends on what
you need to change and why. For example, if you're correcting your
date of birth, you can show a birth certificate. If you're changing
your name, you'll need to show either a Marriage document; a
Divorce decree; a Certificate of Naturalization showing a new
name; or a Court order for a name change. Your name change
document has to show both your old AND new names. If it doesn't
have enough identifying information, you'll need to provide an
identity document with your old name (like a drivers' license or
passport) AND another one with your new legal name, in addition
to the name change document. Note that we can only accept
original documents, but we'll return your documents after we've
seen them.
initial
^
mm1512_ini_02
<1000ms silence>
initial
^
mm1512_ini_03
Would you like to hear that again?
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes
// yes
1
no
// finished
2
Actions
Option
Condition
Action
Transition
no
If card_type=both
Prompt : [mm1512_out_01]
Now let's take care of your Medicare card...
goto :
mm1105_MedicareCardsMenu_DM
^
Else
Assign : card_type =Undefined
--
^
^
Prompt : [mm1512_out_02]
All right. Now...
goto : mm0200_SFToggle_DS
yes
Always
Prompt : [mm1512_out_03]
Sure.
Re-Recognition : Reprompt
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1512_nm1_01]
Would you like to hear that information again?
Re-Recognition :
nomatch 2
Always
Prompt : [mm1512_nm2_01]
If you'd like to hear that information again,
press 1. If not, press 2
Re-Recognition :
nomatch 3
If card_type=both
Prompt : [mm1512_nm3_01]
Sorry we're having trouble. Let's take care of
your Medicare card...
goto :
mm1105_MedicareCardsMenu_DM
nomatch 3
Else
Assign : card_type =Undefined
--
nomatch 3
^
Prompt : [mm1512_nm3_02]
Sorry we're having trouble. Let's keep going...
goto : mm0200_SFToggle_DS
Recovery Behavior
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Version: 4.9
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December 5, 2011
noinput 1
Always
Prompt : [mm1512_ni1_01]
If you'd like to hear that information again, say
'Yes' or press 1. If not, say 'No' or press 2.
Re-Recognition :
noinput 2
If card_type=both
Prompt : [mm1512_ni2_01]
Let's take care of your Medicare card...
goto :
mm1105_MedicareCardsMenu_DM
noinput 2
Else
Assign : card_type =Undefined
--
noinput 2
^
Prompt : [mm1512_ni2_02]
Let's keep going...
goto : mm0200_SFToggle_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm1515_NonCitizenDocumentsMsgPart1_DM
CustomContext Recognition
First section of informational message about Supporting Documents needed to apply or change personal information for non-citizens.
Entering From
mm1500_CitizenshipQuestion_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1515_ini_01
I have a lot of information, which I'll give to you in three parts. (And
just so you know, all of this information can be found on the back of
the Application form). Now, Here's the first part. To correct
information on your card or in our records, (for example, a name
change or corrected date of birth), you'll need to prove your identity
AND provide documents that support the change and explain the
reason for the change.
initial
^
mm1515_ini_02
<1000ms silence>
initial
^
mm1515_ini_03
Your proof of identity must show your legal name, and we can
accept any of the following: your U.S. driver's license, your U.S.
state-issued non-driver identity card, or your U.S. passport. If you
don't have any of those, we may accept other documents, like a
U.S. military identity card, a Certificate of Naturalization, or an
employee identity card. For young children, we may accept
medical records maintained by the child's medical provider, a final
adoption decree, a school ID card or records maintained by the
school. But, we CANNOT accept birth certificates as proof of
identity.
initial
^
mm1515_ini_04
<1000ms silence>
initial
^
mm1515_ini_05
To hear that again, say 'Repeat That.' Otherwise, to hear more
information about supporting documents, say 'Keep Going.' Or, if
you're finished, just say 'I'm Finished.'
reprompt
(after disconfirmation)
mm1515_ree_01
To hear the information again, say 'Repeat That.' Otherwise, to
hear more information about supporting documents, say 'Keep
Going.' Or, if you're finished, just say 'I'm Finished.'
initial
(after repeat)
mm1515_ini_06
Here's the first part again. To correct information on your card or in
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Social Security Administration
CONFIDENTIAL
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Version: 4.9
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December 5, 2011
our records, (for example, a name change or corrected date of
birth), you'll need to prove your identity AND provide documents
that support the change and explain the reason for the change.
initial
^
mm1515_ini_07
<1000ms silence>
initial
^
mm1515_ini_08
Your proof of identity must show your legal name, and we can
accept any of the following: your U.S. driver's license, your U.S.
state-issued non-driver identity card, or your U.S. passport. If you
don't have any of those, we may accept other documents, like a
U.S. military identity card, a Certificate of Naturalization, or an
employee identity card. For young children, we may accept
medical records maintained by the child's medical provider, a final
adoption decree, a school ID card or records maintained by the
school. But, we CANNOT accept birth certificates as proof of
identity.
initial
^
mm1515_ini_09
<1000ms silence>
initial
^
mm1515_ini_10
To hear that again, say 'Repeat That.' Otherwise, to hear more
information about supporting documents, say 'Keep Going.' Or, if
you're finished, just say 'I'm Finished.'
Grammar
Sample Expressions
DTMF
Reco Var/Option
repeat that
// repeat
1
Confirm
keep going
// keep_going
2
?(i'm) finished
// finished
3
Actions
Option
Condition
Action
Transition
finished
If card_type=both
Prompt : [mm1515_out_01]
Now let's take care of your Medicare card...
goto :
mm1105_MedicareCardsMenu_DM
^
Else
Assign : card_type =Undefined
--
^
^
Prompt : [mm1515_out_02]
All right. Now...
goto : mm0200_SFToggle_DS
keep_going
Always
Prompt : [mm1515_out_03]
All right.
goto :
mm1517_NonCitizenDocumentsMsg
Part2_DM
repeat
Always
Prompt : [mm1515_out_04]
Sure.
Re-Recognition : Reprompt
Confirmation Prompts
Option
Condition
Name
keep_going
Always
mm1515_cnf_ini_ You want to hear more information, right?
01
Wording
finished
Always
mm1515_cnf_ini_ Sounds like you're finished. Is that right?
02
Confirmation Recovery Behavior
See 1.3 Global Confirmation
Recovery Behavior
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1515_nm1_01]
Let's try again... You can say 'Repeat That' (or
press 1), 'Keep Going' (or press 2), or 'I'm
Finished' (or press 3).
Re-Recognition :
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December 5, 2011
nomatch 2
Always
Prompt : [mm1515_nm2_01]
Re-Recognition :
Sorry. To hear that again, press 1. To hear
MORE information about supporting document,
press 2. Or, if you're finished, press 3.
nomatch 3
Always
Prompt : [mm1515_nm3_01]
Sorry we're having trouble. Let's keep going...
noinput 1
Always
Prompt : [mm1515_ni1_01]
Re-Recognition :
To hear the information again, say 'Repeat
That' (or press 1). To hear MORE information
about supporting documents, say 'Keep Going'
(or press 2). Or, if you're finished, just say 'I'm
Finished' (or press 3).
noinput 2
Always
Prompt : [mm1515_ni2_01]
Sorry we're having trouble. Let's keep going...
goto :
mm1517_NonCitizenDocumentsMsg
Part2_DM
goto :
mm1517_NonCitizenDocumentsMsg
Part2_DM
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Disabled Globals
repeat
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm1517_NonCitizenDocumentsMsgPart2_DM
CustomContext Recognition
Second section of informational message about Supporting Documents needed to apply or change personal information for non-citizens.
Entering From
mm1515_NonCitizenDocumentsMsgPart1_DM
Initial Prompts
Type
Condition
Name
Wording
initial
^
mm1517_ini_01
Here's the second part. The documents you'll need depends on
what you need to change and why. For example, if you're
correcting your date of birth, you can show a birth certificate. If
you're changing your name, you'll need to show either a Marriage
document; a Divorce decree; a Certificate of Naturalization
showing a new name; or a Court order for a name change. Your
name change document has to show both your old AND new
names. If it doesn't have enough identifying information, you'll need
to provide an identity document with your old name (like a drivers'
license or passport) AND another one with your new legal name, in
addition to the name change document.
initial
^
mm1517_ini_02
<1000ms silence>
initial
^
mm1517_ini_03
To hear that again, say 'Repeat That.' Otherwise, to hear more
information about supporting documents, say 'Keep Going.' Or, if
you're finished, just say 'I'm Finished.'
reprompt
(after disconfirmation)
mm1517_ree_01
To hear the information again, say 'Repeat That.' Otherwise, to
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Social Security Administration
CONFIDENTIAL
Page 99 of 362
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Version: 4.9
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December 5, 2011
hear more information about supporting documents, say 'Keep
Going.' Or, if you're finished, just say 'I'm Finished.'
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
repeat that
// repeat
1
keep going
// keep_going
2
?(i'm) finished
// finished
3
Actions
Option
Condition
Action
Transition
finished
If card_type=both
Prompt : [mm1517_out_01]
Now let's take care of your Medicare card...
goto :
mm1105_MedicareCardsMenu_DM
^
Else
Assign : card_type =Undefined
--
^
^
Prompt : [mm1517_out_02]
All right. Now...
goto : mm0200_SFToggle_DS
keep_going
Always
Prompt : [mm1517_out_03]
All right.
goto :
mm1519_NonCitizenDocumentsMsg
Part3_DM
repeat
Always
Prompt : [mm1517_out_04]
Sure.
Re-Recognition : Reprompt
Confirmation Prompts
Option
Condition
Name
Wording
keep_going
Always
mm1517_cnf_ini_ You want to hear more information, right?
01
finished
Always
mm1517_cnf_ini_ Sounds like you're finished. Is that right?
02
Confirmation Recovery Behavior
See 1.3 Global Confirmation
Recovery Behavior
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1517_nm1_01]
Let's try again... You can say 'Repeat That' (or
press 1), 'Keep Going' (or press 2), or 'I'm
Finished' (or press 3).
Re-Recognition :
nomatch 2
Always
Prompt : [mm1517_nm2_01]
Re-Recognition :
Sorry. To hear that again, press 1. To hear
MORE information about supporting document,
press 2. Or, if you're finished, press 3.
nomatch 3
Always
Prompt : [mm1517_nm3_01]
Sorry we're having trouble. Let's keep going...
noinput 1
Always
Prompt : [mm1517_ni1_01]
Re-Recognition :
To hear the information again, say 'Repeat
That' (or press 1). To hear MORE information
about supporting documents, say 'Keep Going'
(or press 2). Or, if you're finished, just say 'I'm
Finished' (or press 3).
noinput 2
Always
Prompt : [mm1517_ni2_01]
Sorry we're having trouble. Let's keep going...
Nuance Communications
Social Security Administration
CONFIDENTIAL
goto :
mm1519_NonCitizenDocumentsMsg
Part3_DM
goto :
mm1519_NonCitizenDocumentsMsg
Part3_DM
Page 100 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Disabled Globals
repeat
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm1519_NonCitizenDocumentsMsgPart3_DM
CustomContext Recognition
Third section of informational message about Supporting Documents needed to apply or change personal information for non-citizens.
Entering From
mm1517_NonCitizenDocumentsMsgPart2_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1519_ini_01
Here's the last part. For proof of citizenship, we can accept your
U.S. birth certificate or U.S. passport. If you were born outside the
U.S., we can also accept a Consular Report of Birth, a Certificate
of Citizenship, or a Certificate of Naturalization. If you're NOT a
U.S. citizen, we need to see a current document issued to you by
the Department of Homeland Security showing your immigration
status, such as form 'I five five one,' 'I nine four,' 'I six eight eight B,'
or 'I seven six six.' If you are not authorized to work in the U.S.,
then you'll need to provide a document from a U.S. federal, state,
or local government agency, that explains WHY you need a social
security number and which proves that you meet all the
requirements for receiving benefits. If you're not sure if your reason
qualifies, please speak with one of our agents. Note that we can
only accept original documents, but we'll return your documents
after we've seen them.
initial
^
mm1519_ini_02
<1000ms silence>
initial
^
mm1519_ini_03
Would you like to hear that again?
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes
// yes
1
no
// finished
2
Actions
Option
Condition
Action
Transition
no
If card_type=both
Prompt : [mm1519_out_01]
Now let's take care of your Medicare card...
goto :
mm1105_MedicareCardsMenu_DM
^
Else
Assign : card_type =Undefined
--
^
^
Prompt : [mm1519_out_02]
All right. Now...
goto : mm0200_SFToggle_DS
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December 5, 2011
Always
Prompt : [mm1519_out_03]
Sure.
Re-Recognition : Reprompt
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1519_nm1_01]
Would you like to hear that information again?
Re-Recognition :
nomatch 2
Always
Prompt : [mm1519_nm2_01]
If you'd like to hear that information again,
press 1. If not, press 2
Re-Recognition :
nomatch 3
If card_type=both
Prompt : [mm1519_nm3_01]
Sorry we're having trouble. Let's take care of
your Medicare card...
goto :
mm1105_MedicareCardsMenu_DM
nomatch 3
Else
Assign : card_type =Undefined
--
nomatch 3
^
Prompt : [mm1519_nm3_02]
Sorry we're having trouble. Let's keep going...
goto : mm0200_SFToggle_DS
noinput 1
Always
Prompt : [mm1519_ni1_01]
If you'd like to hear that information again, say
'Yes' or press 1. If not, say 'No' or press 2.
Re-Recognition :
noinput 2
If card_type=both
Prompt : [mm1519_ni2_01]
Let's take care of your Medicare card...
goto :
mm1105_MedicareCardsMenu_DM
noinput 2
Else
Assign : card_type =Undefined
--
^
Prompt : [mm1519_ni2_02]
Let's keep going...
goto : mm0200_SFToggle_DS
yes
Recovery Behavior
noinput 2
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm1520_GetForm_DM
CustomContext Recognition
Menu of options for getting a Social Security application form.
Entering From
mm1430_SocialSecurityCardMenu_DM
Initial Prompts
Type
Condition
Name
Wording
initial
If card_action=new
mm1520_ini_01
There are three ways to get an application - from our website, over
the phone, or at a local Social Security field office. For instructions
on downloading the form from our website, say 'Website.' To order
one now, on the phone, say 'Order Form.' To find a Social Security
office in your area, say 'Office.' Or, say 'Main Menu' and I'll take
you back.
initial
Elseif card_action=replacement
mm1520_ini_02
Note that, in general, you're limited to a maximum of 3 replacement
cards per year, and 10 in a lifetime. However, changes in your
legal name or work authorization do NOT count toward the limit.
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Also, you may be given an exception if you can prove that you
need a card in order to get benefits.
initial
^
mm1520_ini_03
<500ms silence>
initial
^
mm1520_ini_04
Now, there are three ways to get an application - from our website,
over the phone, or at a local Social Security field office. For
instructions on downloading the form from our website, say
'Website.' To order one now, on the phone, say 'Order Form.' To
find a Social Security office in your area, say 'Office.' Or, say 'Main
Menu' and I'll take you back.
initial
Else
mm1520_ini_05
Note that, in general, you're limited to a maximum of 3 replacement
cards per year, and 10 in a lifetime. However, changes in your
legal name or work authorization do NOT count toward the limit.
initial
^
mm1520_ini_06
<500ms silence>
initial
^
mm1520_ini_07
Now, there are three ways to get an application - from our website,
over the phone, or at a local Social Security field office. For
instructions on downloading the form from our website, say
'Website.' To order one now, on the phone, say 'Order Form.' To
find a Social Security office in your area, say 'Office.' Or, say 'Main
Menu' and I'll take you back.
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
?(get an application on the) website
// website
1
If Necessary
order ?(an application) form
// order_form
2
If Necessary
?(find a) ?(social security ?field) office
// office
3
If Necessary
main menu
// main_menu
4
If Necessary
Actions
Option
Condition
Action
Transition
main_menu
If card_type=both
Prompt : [mm1520_out_01]
All right. Now let's take care of your Medicare
card...
goto :
mm1105_MedicareCardsMenu_DM
^
Else
Assign : card_type =Undefined
--
^
^
Prompt : [mm1520_out_02]
All right.
goto : mm0200_SFToggle_DS
office
Always
Assign : current_task =field_office_locator
--
^
^
Prompt : [mm1520_out_03]
All right. Let's look for an office...
goto :
mm0320_FieldOfficeLocator_SD
order_form
Always
Assign : current_task =transcription_ss5
--
^
^
Prompt : [mm1520_out_04]
All right.
goto :
mm0545_TranscriptionKBA_DS
website
Always
Prompt : [mm1520_out_05]
All right.
goto :
mm1530_WebsiteInstructions_DM
Confirmation Prompts
Option
Condition
Name
main_menu
Always
mm1520_cnf_ini_ You want to go back to the "Main Menu.'
01
office
Always
mm1520_cnf_ini_ You'd like to find a Social Security office.
02
order_form
Always
mm1520_cnf_ini_ You'd like to order a form over the phone.
Nuance Communications
Wording
Social Security Administration
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Page 103 of 362
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December 5, 2011
03
website
Always
mm1520_cnf_ini_ You'd like 'Website' instructions.
04
--
Always
gl_cnf_ini_02
Right?
Confirmation Recovery Behavior
See 1.3 Global Confirmation
Recovery Behavior
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1520_nm1_01]
Let's try again. You can say 'Website' or press
1, 'Order Form' or press 2, 'Office' or 3, OR
'Main Menu' or press 4.
Re-Recognition :
nomatch 2
^
Prompt : [mm1520_nm2_01]
Re-Recognition :
Sorry. For instructions on downloading the form
from our website, press 1. To order one now,
over the phone, press 2. To find a Social
Security office in your area, press 3. Otherwise,
to go back to the main menu, press 4.
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
^
Prompt : [mm1520_ni1_01]
Re-Recognition :
There are three ways to get an 'Application for
a Social Security Card,' (which is called 'form S
S 5') - from our website, over the phone, or at a
local Social Security field office. For instructions
on downloading the form from our website, say
'Website' or press 1. To order one now, over
the phone, say 'Order Form' or press 2. To find
a Social Security office in your area, say 'Office'
or press 3. Or, to go back to the main menu,
just say 'Main Menu' or press 4.
noinput 2
^
Prompt : [mm1520_ni2_01]
Re-Recognition :
Sorry. For instructions on downloading the form
from our website, press 1. To order one now,
over the phone, press 2. To find a Social
Security office in your area, press 3. Otherwise,
to go back to the main menu, press 4.
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Disabled Globals
StartOver
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 104 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
mm1530_WebsiteInstructions_DM
CustomContext Recognition
Instructions for downloading an application form from the website.
Entering From
mm1520_GetForm_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1530_ini_01
To download an 'Application for a Social Security Card' from our
website, go to 'Social Security dot G O V,' then click on the link
labeled 'Get or replace a Social Security card.' That'll take you to a
page with a link to the 'Form SS5' that you can print out, along with
instructions for filling out and submitting it. That web address,
again, is 'social security dot G O V,'
initial
^
mm1530_ini_02
<500ms silence>
initial
^
mm1530_ini_03
Now, would you like to hear that again?
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes, yes please
// yes
1
Never
no, no thanks
// no
2
Never
Actions
Option
Condition
Action
Transition
no
If card_type=both
Prompt : [mm1530_out_01]
All right. Now let's take care of your Medicare
card...
goto :
mm1105_MedicareCardsMenu_DM
^
Else
Assign : card_type =Undefined
--
^
^
Prompt : [mm1530_out_02]
All right...
goto : mm0200_SFToggle_DS
yes
Always
Prompt : [mm1530_out_03]
Sure.
Re-Recognition : Reprompt
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1530_nm1_01]
Let's try again...Would you like to hear that
information again?
Re-Recognition :
nomatch 2
Always
Prompt : [mm1530_nm2_01]
Re-Recognition :
Sorry. To hear the information about applying
online again, press 1. If you don't want to hear it
again, press 2.
nomatch 3
If office_hours=true
Prompt : [mm1530_nm3_01]
Sorry we're having trouble. To speak with
someone, say 'Agent.' Otherwise,...
goto : mm0200_SFToggle_DS
nomatch 3
Else (office_hours=false)
Prompt : [mm1530_nm3_02]
Sorry we're having trouble. Let's keep going...
goto : mm0200_SFToggle_DS
noinput 1
Always
Prompt : [mm1530_ni1_01]
If you'd like me to repeat that information, say
'Yes' or press 1. If not, say 'No' or press 2.
Re-Recognition :
noinput 2
If office_hours=true
Prompt : [mm1530_ni2_01]
goto : mm0200_SFToggle_DS
To speak with someone, press 0. Otherwise,...
Recovery Behavior
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 105 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
nomatch 2
December 5, 2011
Else (office_hours=false)
Prompt : [mm1530_nm2_02]
Let's keep going...
goto : mm0200_SFToggle_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm1600_SubmitForm_DM
CustomContext Recognition
Instructions for submitting an application form, with option to find a Social Security office.
Entering From
mm1430_SocialSecurityCardMenu_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1600_ini_01
First-time applicants who are age 12 or older, and who have NOT
had a Social Security Number before, must apply in person. You're
also required to apply in person at a local Social Security Card
Center, no matter how old you are, if you live in any of the following
places: Orlando, Florida; Brooklyn or Queens, New York; Las
Vegas, Nevada; Sacramento County, California; Phoenix, Arizona;
or the Greater Twin Cities Metropolitan Area in Minnesota. All
OTHER applicants have the choice to MAIL their application, along
with the required documents, or take it to a Social Security office.
initial
^
mm1600_ini_02
<500ms silence>
initial
^
mm1600_ini_03
Would you like to find a Social Security office near you?
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes ?(i would)
// yes
1
Never
no ?(i wouldn't)
// no
2
Never
Actions
Option
Condition
Action
Transition
no
If card_type=both
Prompt : [mm1600_out_01]
All right. Now let's take care of your Medicare
card...
goto :
mm1105_MedicareCardsMenu_DM
^
Else
Assign : card_type =Undefined
--
^
^
Prompt : [mm1600_out_02]
All right.
goto : mm0200_SFToggle_DS
yes
Always
Assign : current_task =field_office_locator
--
^
^
Prompt : [mm1600_out_03]
All right.
goto :
mm0320_FieldOfficeLocator_SD
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 106 of 362
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Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Recovery Behavior
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1600_nm1_01]
Let's try again... WOULD you like to find a
Social Security office near you?
Re-Recognition :
nomatch 2
^
Prompt : [mm1600_nm2_01]
Sorry. To find a Social Security office in your
area, press 1. Otherwise, press 2.
Re-Recognition :
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
^
Prompt : [mm1600_ni1_01]
If you'd like to find a Social Security office in
your area where you can apply for a card in
person or by mail, say 'Yes' or press 1. If not,
say 'No' or press 2.
Re-Recognition :
noinput 2
^
Prompt : [mm1600_ni2_01]
Sorry. To find a Social Security office in your
area, press 1. Otherwise, press 2.
Re-Recognition :
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm1700_MedicareApplyMenu_DM
CustomContext Recognition
To pre-qualify the caller. asks he/she is already enrolled in Medicare.
Entering From
mm0210_SFMainMenu_DM, mm0600_BackoffMainMenu_DM, mm0800_BenefitsApplicationMenu_DM, mm1105_MedicareCardsMenu_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1700_ini_01
Are you already enrolled in Medicare?
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
[yes yeah] ?(i am ?(?already enrolled ?(in medicare)))
// yes
1
Never
no ?(i'm not ?(?already enrolled ?(in medicare)))
// no
2
Never
Actions
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 107 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Option
Condition
Action
Transition
no
If office_hours = false
Prompt : [mm1700_out_01]
All right.
goto :
mm1720_MedicareEnrollMsg_DM
^
Else (office_hours=true)
Prompt : [mm1700_out_02]
All right.
goto : mm3000_ABRStatus_DS
yes
Always
--
goto :
mm1710_ReplacementCardQuestion
_DM
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1700_nm1_01]
Let's try again... Are you ALREADY receiving
Medicare benefits?
Re-Recognition :
nomatch 2
^
Prompt : [mm1700_nm2_01]
Re-Recognition :
Sorry. If you ARE currently receiving Medicare,
press 1. Otherwise, press 2.
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
^
Prompt : [mm1700_ni1_01]
Re-Recognition :
If you're ALREADY receiving Medicare benefits,
say 'Yes' or press 1. Otherwise, say 'No' or
press 2.
noinput 2
^
Prompt : [mm1700_ni2_01]
Re-Recognition :
Sorry. If you ARE currently receiving Medicare,
press 1. Otherwise, press 2.
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Recovery Behavior
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm1710_ReplacementCardQuestion_DM
CustomContext Recognition
Asks the caller if he/she is calling to get a replacement card.
Entering From
mm1700_MedicareApplyMenu_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1710_ini_01
Do you need to get a replacement Medicare card?
Grammar
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 108 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes ?(i am)
// yes
1
no ?(i'm not)
// no
2
Actions
Option
Condition
Action
Transition
no
Always
Prompt : [mm1710_out_01]
Okay.
goto :
mm1730_MedicareDrugQuestion_DM
yes
Always
Assign : current_task =card_medicare
--
^
^
Prompt : [mm1710_out_02]
Okay.
goto : mm0560_MRCKBA_DS
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1710_nm1_01]
Let's try again... DO you want to get a copy of
your medicare card?
Re-Recognition :
nomatch 2
^
Prompt : [mm1710_nm2_01]
Sorry. If you DO want to get a replacement
copy of your Medicare card, press 1. If not,
press 2.
Re-Recognition :
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
^
Prompt : [mm1710_ni1_01]
Re-Recognition :
If you want to get a replacement copy of your
Medicare card, say 'Yes' or press 1. Otherwise,
say 'No' or press 2.
noinput 2
^
Prompt : [mm1710_ni2_01]
Sorry. If you DO want to get a replacement
copy of your Medicare card, press 1. If not,
press 2.
Re-Recognition :
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Recovery Behavior
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm1720_MedicareEnrollMsg_DM
CustomContext Recognition
Informational message about enrolling in Medicare for callers who are NOT enrolled.
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 109 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Entering From
mm1700_MedicareApplyMenu_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1720_ini_01
You can get more information about Medicare, including the
prescription drug program (known as 'Part D') or State Programs
that can help with your Medicare health costs, by calling 1-800Medicare. That number, again, is 1-800-633-4227. This information
is also available on their website at 'Medicare dot G O V.
initial
^
mm1720_ini_02
<500ms silence>
initial
^
mm1720_ini_03
Now, would you like to hear that again?
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes
// yes
1
Never
no
// no
2
Never
Actions
Option
Condition
Action
no
Always
Prompt : [mm1720_out_02]
goto : mm0200_SFToggle_DS
If you're finished, feel free to hang up.
Otherwise, just hang on and I'll take you back to
the Main Menu.
Transition
yes
Always
Prompt : [mm1720_out_03]
Sure.
Re-Recognition : Reprompt
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1720_nm1_01]
Let's try again... Would you like to hear that
enrollment information again?
Re-Recognition :
nomatch 2
^
Prompt : [mm1720_nm2_01]
Sorry. To hear the information again, press 1.
Otherwise, press 2.
Re-Recognition :
nomatch 3
If office_hours=true
Prompt : [mm1720_nm3_01]
Sorry we're having trouble. To speak with
someone, say 'Agent.' Otherwise,...
goto : mm0200_SFToggle_DS
nomatch 3
Else (office_hours=false)
Prompt : [mm1720_nm3_02]
Sorry we're having trouble. Let's keep going...
goto : mm0200_SFToggle_DS
noinput 1
Always
Prompt : [mm1720_ni1_01]
If you'd like to hear the enrollment information
again, say 'yes' or press 1. If not, say 'no' or
press 2.
Re-Recognition :
noinput 2
If office_hours=true
Prompt : [mm1720_ni2_01]
To speak with someone, press 0. Otherwise...
goto : mm0200_SFToggle_DS
noinput 2
Else (office_hours=false)
Prompt : [mm1720_ni2_02]
Let's keep going...
goto : mm0200_SFToggle_DS
Recovery Behavior
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 110 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm1730_MedicareDrugQuestion_DM
CustomContext Recognition
To pre-qualify the caller. asks he/she is calling about drug benefits.
Entering From
mm1710_ReplacementCardQuestion_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1730_ini_01
Are you calling about prescription drugs?
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes ?(i am)
// yes
1
Never
no ?(im not)
// no
2
Never
Actions
Option
Condition
Action
Transition
no
Always
Prompt : [mm1730_out_01]
Okay, thanks.
goto : mm3000_ABRStatus_DS
yes
Always
--
goto : mm1750_AskPartD_DM
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1730_nm1_01]
Let's try again... ARE you calling about
Medicare Prescription Drug benefits?
Re-Recognition :
nomatch 2
^
Prompt : [mm1730_nm2_01]
Sorry. If you're calling for information about
prescription drug benefits, press 1. If you're
calling about anything else, press 2
Re-Recognition :
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
^
Prompt : [mm1730_ni1_01]
Re-Recognition :
If you ARE calling about Medicare Prescription
Drug benefits, say 'Yes' or press 1. If not, say
'No' or press 2.
noinput 2
^
Prompt : [mm1730_ni2_01]
Sorry. If you're calling for information about
prescription drug benefits, press 1. If you're
calling about anything else, press 2
Re-Recognition :
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Recovery Behavior
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 111 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm1740_MedicareSusidyMsg_DM
CustomContext Recognition
Informational message about Medicare Prescription Drug benefits.
Entering From
mm1750_AskPartD_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1740_ini_01
To enroll in the regular Medicare Prescription Drug program, 'Part
D,' you must be enrolled in, or entitled to, Medicare 'Part A' which
provides hospital coverage, or 'Part B' which provides doctor's
services, outpatient care coverage, and other services not covered
by part A. Once you're in Part A or Part B, you can enroll
YOURSELF in the Part D Medicare prescription drug program
through an approved Medicare prescription drug provider, or
through a Medicare Advantage plan that offers prescription drug
coverage. For more information call 1-800-633-4227. That
number, again, is 1-800-633-4227 or visit the website 'Medicare
dot G O V'.
initial
^
mm1740_ini_02
<500ms silence>
initial
^
mm1740_ini_03
Now, would you like to hear that again?
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes
// yes
1
Never
no
// no
2
Never
Actions
Option
Condition
Action
Transition
no
Always
Prompt : [mm1740_out_01]
goto : mm0200_SFToggle_DS
All right. If you're finished, feel free to hang up.
Otherwise, just hang on and I'll take you back to
the Main Menu.
yes
Always
Prompt : [mm1740_out_02]
Sure.
Re-Recognition : Reprompt
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1740_nm1_01]
Let's try again... Would you like to hear
Prescription Drug information again?
Re-Recognition :
Recovery Behavior
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 112 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
nomatch 2
^
Prompt : [mm1740_nm2_01]
Re-Recognition :
Sorry. To hear the information about Medicare's
prescription drug subsidy again, press 1. If you
don't want to hear it again, press 2.
nomatch 3
If office_hours=true
Prompt : [mm1740_nm3_01]
Sorry we're having trouble. To speak with
someone, say 'Agent.' Otherwise...
goto : mm0200_SFToggle_DS
nomatch 3
Else (office_hours=false)
Prompt : [mm1740_nm3_02]
Sorry we're having trouble. Let's keep going...
goto : mm0200_SFToggle_DS
noinput 1
Always
Prompt : [mm1740_ni1_01]
If you'd like to hear the prescription drug
information again, say 'Yes' or press 1. If not,
say 'No' or press 2.
Re-Recognition :
noinput 2
If office_hours=true
Prompt : [mm1740_ni2_01]
To speak with someone, say press 0.
Otherwise...
goto : mm0200_SFToggle_DS
nomatch 2
Else (office_hours=false)
Prompt : [mm1740_nm2_04]
Let's keep going...
goto : mm0200_SFToggle_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm1750_AskPartD_DM
CustomContext Recognition
Asks the caller if he/she is ALREADY enrolled in Medicare Part D.
Entering From
mm1730_MedicareDrugQuestion_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1750_ini_01
And are you already enrolled in the prescription drug plan, part D?
reprompt
(after 'repeat')
mm1750_ree_01
Are you already enrolled in the prescription drug plan, part D?
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
[yes yeah] ?(i am ?(?already enrolled ?(in medicare part d)))
// yes
1
Never
no ?(i'm not ?(?already enrolled ?(in medicare part d)))
// no
2
Never
repeat, repeat that
// repeat
9
Never
Actions
Option
Condition
Action
Transition
no
Always
Prompt : [mm1750_out_01]
goto :
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 113 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
All right.
mm1740_MedicareSusidyMsg_DM
yes
Always
Prompt : [mm1750_out_02]
All right.
goto :
mm1760_HelpWithDrugCosts_DM
repeat
Always
Prompt : [mm1750_out_03]
Sure.
Re-Recognition : Reprompt
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1750_nm1_01]
Re-Recognition :
Let's try again... Are you ALREADY enrolled in
'Medicare Part D,' the Prescription Drug
program?
nomatch 2
^
Prompt : [mm1750_nm2_01]
Re-Recognition :
Sorry. If you ARE enrolled in 'Medicare Part D,'
press 1. Otherwise, press 2
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
^
Prompt : [mm1750_ni1_01]
Re-Recognition :
If you're ALREADY enrolled in 'Medicare Part
D,' the Prescription Drug program, say 'Yes' or
press 1. If not, say 'No' or press 2.
noinput 2
^
Prompt : [mm1750_ni2_01]
Re-Recognition :
Sorry. If you ARE enrolled in 'Medicare Part D,'
press 1. Otherwise, press 2
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Recovery Behavior
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Disabled Globals
repeat
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm1760_HelpWithDrugCosts_DM
CustomContext Recognition
Informational message about Prescription Drug help, then asks the caller if he/she wants to get an application.
Entering From
mm1750_AskPartD_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1760_ini_01
Some individuals may be eligible for extra help with their
prescription drug costs. To qualify for the extra help, your
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 114 of 362
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Version: 4.9
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December 5, 2011
resources must be limited to...
initial
^
mm1760_ini_02
initial
^
mm1760_ini_03
... for an individual or...
initial
^
mm1760_ini_04
initial
^
mm1760_ini_05
... for a married couple living together. Resources include, for
example, your savings, investments and real estate. We do NOT
include the home you live in, vehicles, burial plots, or personal
possessions. However, there are income limits we will consider if
you decide to file for this help. Changes in the law will make it
easier for some people to qualify for extra help. Social Security
won't count the help you receive with your household expenses as
income, or any life insurance policies, as a resource when
determining your eligibility. You may also be able to get help with
Medicare costs from your state under a Medicare Savings
Program. Applications for extra help can initiate the application
process for the Medicare Savings Programs in your state. We'll
send your information to your state and they'll contact you to help
you apply for the Medicare Savings Programs, unless you tell us
not to.
initial
^
mm1760_ini_06
<500ms silence>
initial
^
mm1760_ini_07
Now, would you like to hear that again?
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes ?(i would)
// yes
1
Never
no ?(i wouldn't)
// no
2
Never
Actions
Option
Condition
Action
Transition
no
Always
Prompt : [mm1760_out_01]
Okay.
goto :
mm1770_OrderDrugFormQuestion_D
M
yes
Always
Prompt : [mm1760_out_02]
Sure.
Re-Recognition : Reprompt
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1760_nm1_01]
Let's try again... Would you like to hear the
information about help with prescription costs
again?
Re-Recognition :
nomatch 2
^
Prompt : [mm1760_nm2_01]
Re-Recognition :
Sorry. To hear the information about getting
help with prescription drug costs again, press 1.
If you don't want to hear it again, press 2.
nomatch 3
If office_hours=true
Prompt : [mm1760_nm3_01]
Sorry we're having trouble. To speak with
someone, say 'Agent.' Otherwise...
goto :
mm1770_OrderDrugFormQuestion_D
M
nomatch 3
Else (office_hours=false)
Prompt : [mm1760_nm3_02]
Sorry we're having trouble. Let's keep going...
goto :
mm1770_OrderDrugFormQuestion_D
M
noinput 1
Always
Prompt : [mm1760_ni1_01]
Re-Recognition :
If you'd like to hear the information about
getting help with prescription drug costs again,
say 'Yes' or press 1. If not, say 'No' or press 2.
Recovery Behavior
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 115 of 362
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Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
noinput 2
If office_hours=true
Prompt : [mm1760_ni2_01]
To speak with someone, say 'Agent.'
Otherwise...
goto :
mm1770_OrderDrugFormQuestion_D
M
noinput 2
Else (office_hours=false)
Prompt : [mm1760_ni2_02]
Let's keep going...
goto :
mm1770_OrderDrugFormQuestion_D
M
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm1770_OrderDrugFormQuestion_DM
CustomContext Recognition
New DM, asks the caller if he/she wants to get an application.
Entering From
mm1760_HelpWithDrugCosts_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1770_ini_01
Would you like to request an application for help with Medicare
Prescription Drug Plan Costs?
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes ?(i would)
// yes
1
Never
no ?(i wouldn't)
// no
2
Never
Actions
Option
Condition
Action
Transition
no
Always
Prompt : [mm1770_out_01]
Okay.
goto : mm0200_SFToggle_DS
yes
Always
Assign : current_task =transcription_1020
--
^
^
Prompt : [mm1770_out_02]
Okay.
goto :
mm0545_TranscriptionKBA_DS
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1770_nm1_01]
Let's try again... WOULD you like to get an
application for help with Prescription Drug
costs?
Re-Recognition :
nomatch 2
^
Prompt : [mm1770_nm2_01]
Sorry. To get an application for help with
Prescription Drug costs, press 1. Otherwise,
Re-Recognition :
Recovery Behavior
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 116 of 362
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Version: 4.9
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December 5, 2011
press 2.
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
^
Prompt : [mm1770_ni1_01]
Re-Recognition :
If you'd like to get an application for help with
Prescription Drug costs, say 'Yes' or press 1. If
not, say 'No' or press 2.
noinput 2
^
Prompt : [mm1770_ni2_01]
Sorry. To get an application for help with
Prescription Drug costs, press 1. Otherwise,
press 2.
Re-Recognition :
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm1800_SSIMenu_DM
CustomContext Recognition
Supplemental Security Income disambiguation menu.
Entering From
mm0210_SFMainMenu_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1800_ini_01
Supplemental Security Income, or 'SSI,' is a program that pays
monthly benefits to U.S. citizens (and some non-citizens) who are
65 or older or blind or disabled, and who have limited income and
assets. Now, to hear that again, say 'Repeat that.' Otherwise, to
apply for the program, say 'Apply for SSI.' If you have a question or
problem, say 'SSI Problem.' Or, for information about obtaining
U.S. citizenship, say 'Citizenship.'
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
repeat that
// repeat
1
Never
apply ?(for [([(ssi) (supplemental security income)] ?benefits) benefits])
// apply
2
If Necessary
?(ssi) problem, problem with [([(ssi) (supplemental security income)]
?benefits) benefits]
// problem
3
If Necessary
?(information about ?[obtaining getting]) citizenship, citizenship
4
If Necessary
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 117 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
[question information]
// citizenship
Actions
Option
Condition
Action
Transition
apply
Always
Prompt : [mm1800_out_01]
Okay. Apply for Benefits.
goto : mm3000_ABRStatus_DS
citizenship
Always
Prompt : [mm1800_out_02]
Okay. Citizenship.
goto : mm1810_CitizenshipMsg_DM
problem
Always
Prompt : [mm1800_out_03]
Okay. SSI Problem.
goto : mm3000_ABRStatus_DS
repeat
Always
Prompt : [mm1800_out_04]
Sure.
Re-Recognition : Reprompt
Confirmation Prompts
Option
Condition
Name
Wording
apply
Always
mm1800_cnf_ini_ You want to 'Apply for SSI benefits.'
01
citizenship
Always
mm1800_cnf_ini_ You're calling about 'Citizenship.'
02
problem
Always
mm1800_cnf_ini_ Sounds like you have a problem or question about SSI.
03
--
Always
gl_cnf_ini_02
Right?
Confirmation Recovery Behavior
See 1.3 Global Confirmation
Recovery Behavior
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1800_nm1_01]
Let's try again. You can say 'Repeat That' (or
press 1). 'Apply for SSI' (or 2), 'SSI Problem'
(3), or 'Citizenship Information' (or press 4).
Re-Recognition :
nomatch 2
^
Prompt : [mm1800_nm2_01]
Sorry. To hear that information again, say
'Repeat That' or press 1. To apply for
Supplemental Security Income benefits, press
2. If you have a question or problem with SSI,
press 3. Or, for information about becoming a
U.S. citizen, press 4.
Re-Recognition :
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
^
Prompt : [mm1800_ni1_01]
Re-Recognition :
To hear the information about Supplemental
Security Income benefits again, say 'Repeat
That' or press 1. If you'd like to apply for
Supplemental Security Income benefits, say
'Apply for SSI' or press 2. If you have a
question or problem, say 'SSI Problem' or press
3. Or, for information about becoming a U.S.
citizen, say 'Citizenship' or press 4.
noinput 2
^
Prompt : [mm1800_ni2_01]
Sorry. To hear that information again, say
'Repeat That' or press 1. To apply for
Supplemental Security Income benefits, press
2. If you have a question or problem with SSI,
press 3. Or, for information about becoming a
Nuance Communications
Social Security Administration
CONFIDENTIAL
Re-Recognition :
Page 118 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
U.S. citizen, press 4.
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Disabled Globals
repeat
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm1810_CitizenshipMsg_DM
CustomContext Recognition
Informational message about citizenship requirements for SSI.
Entering From
mm1800_SSIMenu_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1810_ini_01
To become a U.S. citizen, you must be 18 years of age or older;
have lived in the United States as a legal permanent resident for at
least 5 years (or 3 years if you're married to a U.S. citizen); be of
'good moral character;' be able to speak, read, write, and
understand common English words and phrases; and be able to
show knowledge and understanding of U.S. history and
government. To request an Application for Naturalization (which is I
N S form 'N-400') and detailed instructions, please call the
Immigration and Naturalization Service at 1-800-870-3676. That
number, again, is 1-800-870-3676.
initial
^
mm1810_ini_02
<1000ms silence>
initial
^
mm1810_ini_03
Now, would you like to hear that again?
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes ?(i would)
// yes
1
Never
no ?(i wouldn't)
// no
2
Never
Actions
Option
Condition
Action
Transition
yes
Always
Prompt : [mm1810_out_01]
Sure.
Re-Recognition : Reprompt
no
Always
Prompt : [mm1810_out_02]
All right.
goto : mm0200_SFToggle_DS
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 119 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Recovery Behavior
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1810_nm1_01]
Let's try again... Would you like to hear the
information becoming a citizen again?
Re-Recognition :
nomatch 2
^
Prompt : [mm1810_nm2_01]
Sorry. To hear the information about applying
for U.S. citizenship again, press 1. If you don't
want to hear it again, press 2.
Re-Recognition :
nomatch 3
If office_hours=true
Prompt : [mm1810_nm3_01]
Sorry we're having trouble. To speak with
someone, say 'Agent.' Otherwise,...
goto : mm0200_SFToggle_DS
nomatch 3
Else (office_hours=false)
Prompt : [mm1810_nm3_02]
Sorry we're having trouble. Let's keep going...
goto : mm0200_SFToggle_DS
noinput 1
Always
Prompt : [mm1810_ni1_01]
Re-Recognition :
If you'd like to hear the information on
becoming a citizen again, say 'Yes' or press 1.
If not, say 'No' or press 2.
noinput 2
If office_hours=true
Prompt : [mm1810_ni2_01]
Sorry we're having trouble. To speak with
someone, say 'Agent.' Otherwise,...
goto : mm0200_SFToggle_DS
noinput 2
Else (office_hours=false)
Prompt : [mm1810_ni2_02]
Sorry we're having trouble. Let's keep going...
goto : mm0200_SFToggle_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm1900_ReceivingBenefits_DM
YesNo Recognition
Asks callers whether or not they are already receving benefits.
Entering From
mm0700_Benefits_DM, mm0440_DisabilityDisambig_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1900_ini_01
Are you already receiving Social Security benefits?
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes ?(i am)
// yes
1
Never
no ?(i'm not)
// no
2
Never
Actions
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 120 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Option
Condition
Action
Transition
no
Always
Prompt : [mm1900_out_01]
Okay.
goto : mm2030_OtherQuestions_DM
yes
Always
Assign : current_task =checks
--
^
^
Prompt : [mm1900_out_02]
All right.
goto : mm1905_Checks_DM
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1900_nm1_01]
Let's try again... ARE you currently getting
benefits?
Re-Recognition :
nomatch 2
^
Prompt : [mm1900_nm2_01]
Sorry. If you are receiving Social Security
benefits, press 1. If not, press 2.
Re-Recognition :
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
^
Prompt : [mm1900_ni1_01]
Re-Recognition :
I need to know if you're receiving Social
Security benefits. If you are, say 'Yes' or press
1. If not, say 'No' or press 2.
noinput 2
^
Prompt : [mm1900_ni2_01]
Sorry. If you're receiving Social Security
benefits, press 1. Otherwise, press 2.
Re-Recognition :
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Recovery Behavior
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm1905_Checks_DM
YesNo Recognition
Tells callers the scheduled delivery date and asks whether or not they are calling about a late payment.
Entering From
mm0210_SFMainMenu_DM, mm1900_ReceivingBenefits_DM
Initial Prompts
Type
Condition
Name
Wording
initial
If
If first entry (i.e. do
current_task=late_pa NOT play after
yment
repeat)
mm1905_ini_01
First, let me give you some information...
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 121 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
initial
^
mm1905_ini_02
<500ms silence>
initial
If is in January
mm1905_ini_03
Here are the scheduled payment delivery dates for January 2012.
SSI payments were scheduled to arrive on December 30th 2011.
Social Security benefits normally received on the third of the month
will arrive as scheduled on January 3rd, second Wednesday
benefits will arrive on the 11th, third Wednesday benefits on the
18th, and fourth Wednesday benefits on January 25th. For
February, SSI payments will arrive on February 1st. Social Security
benefits normally received on the third of the month will arrive as
scheduled on the February 3rd, second Wednesday benefits on the
8th, third Wednesday benefits on the 15th, and fourth Wednesday
benefits on February 22nd.
initial
Elseif is in February
mm1905_ini_04
Here are the scheduled payment delivery dates for February 2012.
SSI payments are scheduled to arrive on February 1st. Social
Security benefits normally received on the third of the month will
arrive as scheduled on February 3rd, second Wednesday benefits
on the 8th, third Wednesday benefits on the 15th, and fourth
Wednesday benefits on February 22nd. For March, SSI payments
will arrive on March 1st. Social Security benefits normally received
on the third of the month will arrive on March 2nd, second
Wednesday benefits on the 14th, third Wednesday benefits on the
21st, and fourth Wednesday benefits on March 28th.
initial
Elseif is in March
mm1905_ini_05
Here are the scheduled payment delivery dates for March 2012.
SSI payments are scheduled to arrive on March 1st. Social
Security benefits normally received on the third of the month will
arrive on March 2nd, second Wednesday benefits on the 14th, third
Wednesday benefits on the 21st, and fourth Wednesday benefits
on March 28th. For April, SSI payments will arrive on March 30th.
Social Security benefits normally received on the third of the month
will arrive as scheduled on April 3rd, second Wednesday benefits
on the 11th, third Wednesday benefits on the 18th, and fourth
Wednesday benefits on April 25th.
initial
Elseif is in April
mm1905_ini_06
Here are the scheduled payment delivery dates for April 2012. SSI
payments are scheduled to arrive on March 30th. Social Security
benefits normally received on the third of the month will arrive as
scheduled on April 3rd, second Wednesday benefits on the 11th,
third Wednesday benefits on the 18th, and fourth Wednesday
benefits on April 25th. For May, SSI payments will arrive on May
1st. Social Security benefits normally received on the third of the
month will arrive as scheduled on May 3rd, second Wednesday
benefits on the 9th, third Wednesday benefits on the 16th, and
fourth Wednesday benefits on May 23rd.
initial
Elseif is in May
mm1905_ini_07
Here are the scheduled payment delivery dates for May 2012. SSI
payments are scheduled to arrive on May 1st. Social Security
benefits normally received on the third of the month will arrive as
scheduled on May 3rd, second Wednesday benefits on the 9th,
third Wednesday benefits on the 16th, and fourth Wednesday
benefits on May 23rd. For June, SSI payments will arrive on June
1st. Social Security benefits normally received on the third of the
month will also arrive on June 1st, second Wednesday benefits on
the 13th, third Wednesday benefits on the 20th, and fourth
Wednesday benefits on June 27th.
initial
Elseif is in June
mm1905_ini_08
Here are the scheduled payment delivery dates for June 2012. SSI
payments are scheduled to arrive on June 1st. Social Security
benefits normally received on the third of the month will also arrive
on June 1st, second Wednesday benefits on the 13th, third
Wednesday benefits on the 20th, and fourth Wednesday benefits
on June 27th. For July, SSI payments will arrive on June 29th.
Social Security benefits normally received on the third of the month
will arrive as scheduled on July 3rd, second Wednesday benefits
on the 11th, third Wednesday benefits on the 18th, and fourth
Wednesday benefits on July 25th.
initial
Elseif is in July
mm1905_ini_09
Here are the scheduled payment delivery dates for July 2012. SSI
payments are scheduled to arrive on June 29th. Social Security
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 122 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
benefits normally received on the third of the month will arrive as
scheduled on July 3rd, second Wednesday benefits on the 11th,
third Wednesday benefits on the 18th, and fourth Wednesday
benefits on June 25th. For August, SSI payments will arrive on
August 1st. Social Security benefits normally received on the third
of the month will arrive as scheduled on August 3rd, second
Wednesday benefits on the 8th, third Wednesday benefits on the
15th, and fourth Wednesday benefits on August 22nd.
initial
Elseif is in August
mm1905_ini_10
Here are the scheduled payment delivery dates for August 2012.
SSI payments are scheduled to arrive on August 1st. Social
Security benefits normally received on the third of the month will
arrive as scheduled on August 3rd, second Wednesday benefits on
the 8th, third Wednesday benefits on the 15th, and fourth
Wednesday benefits on August 22nd. For September, SSI
payments will arrive on August 31st. Social Security benefits
normally received on the third of the month will also arrive on
August 31st, second Wednesday benefits on the 12th, third
Wednesday benefits on the 19th, and fourth Wednesday benefits
on September 26th.
initial
Elseif is in September
mm1905_ini_11
Here are the scheduled payment delivery dates for September
2012. SSI payments are scheduled to arrive on August 31st. Social
Security benefits normally received on the third of the month will
also arrive on August 31st, second Wednesday benefits on the
12th, third Wednesday benefits on the 19th, and fourth Wednesday
benefits on September 26th. For October, SSI payments will arrive
on October 1st. Social Security benefits normally received on the
third of the month will arrive as scheduled on October 3rd, second
Wednesday benefits on the 10th, third Wednesday benefits on the
17th, and fourth Wednesday benefits on October 24th.
initial
Elseif is in October
mm1905_ini_12
Here are the scheduled payment delivery dates for October 2012.
SSI payments are scheduled to arrive on October 1st. Social
Security benefits normally received on the third of the month will
arrive as scheduled on October 3rd, second Wednesday benefits
on the 10th, third Wednesday benefits on the 17th, and fourth
Wednesday benefits on October 24th. For November, SSI
payments will arrive on November 1st. Social Security benefits
normally received on the third of the month will arrive on November
2nd, second Wednesday benefits on the 14th, third Wednesday
benefits on the 21st, and fourth Wednesday benefits on November
28th.
initial
Elseif is in November
mm1905_ini_13
Here are the scheduled payment delivery dates for November
2012. SSI payments are scheduled to arrive on November 1st.
Social Security benefits normally received on the third of the month
will arrive on November 2nd, second Wednesday benefits on the
14th, third Wednesday benefits on the 21st, and fourth Wednesday
benefits on November 28th. For December, SSI payments will
arrive on November 30th. Social Security benefits normally
received on the third of the month will arrive as scheduled on
December 3rd, second Wednesday benefits on the 12th, third
Wednesday benefits on the 19th, and fourth Wednesday benefits
on December 26th.
initial
Else ( is in December)
mm1905_ini_14
initial
Always
mm1905_ini_15
<1000ms silence>
initial
^
mm1905_ini_16
Now, would like to hear that again?
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes ?i would)
// yes
1
Never
no ?(i wouldn't)
// no
2
Never
repeat, repeat that
9
Never
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 123 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
// repeat
Actions
Option
Condition
Action
Transition
no
If current_task=checks
Prompt : [mm1905_out_01]
Okay.
goto :
mm1907_LatePaymentQuestion_DM
^
Else
(current_task=late_payment)
Prompt : [mm1905_out_02]
Now, about the late payment...
goto :
mm1910_LatePaymentMenu_DM
yes
Always
Prompt : [mm1905_out_03]
Sure.
Re-Recognition : Reprompt
repeat
Always
Prompt : [mm1905_out_04]
Sure.
Re-Recognition : Reprompt
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1905_nm1_01]
Let's try again... Would you like to hear the
payment dates again?
Re-Recognition :
nomatch 2
Always
Prompt : [mm1905_nm2_01]
Sorry. To hear the scheduled payment dates
again, press 1. If you don't want to hear it
again, press 2.
Re-Recognition :
nomatch 3
Always
Prompt : [mm1905_nm3_01]
Sorry we're having trouble. Let's keep going...
goto :
mm1907_LatePaymentQuestion_DM
noinput 1
Always
Prompt : [mm1905_ni1_01]
Re-Recognition :
If you'd like to hear the scheduled payment
delivery dates again, say 'Yes' or press 1. If not,
say 'No' or press 2.
noinput 2
Always
Prompt : [mm1905_ni2_01]
Let's keep going...
Recovery Behavior
goto :
mm1907_LatePaymentQuestion_DM
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Disabled Globals
repeat
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm1907_LatePaymentQuestion_DM
YesNo Recognition
Asks the caller if they're calling about a late payment.
Entering From
mm1905_Checks_DM
Initial Prompts
Type
Condition
Nuance Communications
Name
Wording
Social Security Administration
CONFIDENTIAL
Page 124 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
initial
Always
December 5, 2011
mm1907_ini_01
Are you calling about a LATE payment?
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes ?(a late payment)
// yes
1
Never
no ?(it's not late)
// no
2
Never
Actions
Option
Condition
Action
Transition
no
Always
Prompt : [mm1907_out_01]
Okay. In that case...
goto : mm0200_SFToggle_DS
yes
Always
Prompt : [mm1907_out_02]
Hmmm... Okay.
goto :
mm1910_LatePaymentMenu_DM
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1907_nm1_01]
Let's try again... ARE you calling about a late
payment?
Re-Recognition :
nomatch 2
^
Prompt : [mm1907_nm2_01]
Sorry. If you're calling about a payment that's
LATE, press 1. Otherwise, press 2.
Re-Recognition :
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
^
Prompt : [mm1907_ni1_01]
If you're calling about a payment that's LATE,
say 'yes' or press 1. Otherwise, say 'no' or
press 2.
Re-Recognition :
noinput 2
^
Prompt : [mm1907_ni2_01]
Re-Recognition :
Sorry. If you'd like information on a payment
that's LATE, press 1. If you're calling about an
on-time payment, press 2.
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Recovery Behavior
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm1910_LatePaymentMenu_DM
CustomContext Recognition
Asks callers how they receive their payments.
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 125 of 362
User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Entering From
mm1905_Checks_DM, mm1907_LatePaymentQuestion_DM
Initial Prompts
Type
Condition
Name
Wording
initial
If current_task-checks
mm1910_ini_01
How are you expecting your payment - by 'Mail' or 'Direct Deposit?'
(If you're not sure, just say 'I'm Not Sure.')
initial
Else (current_task=late_payment)
mm1910_ini_02
How were you expecting it - by 'Mail' or 'Direct Deposit?' (If you're
not sure, just say 'I'm Not Sure.')
reprompt
(after repeat or
disconfirmation)
If
mm1910_ree_01
current_task=late_pa
yment
How were you expecting your payment - by 'Mail' or 'Direct
Deposit?' (If you're not sure, just say 'I'm Not Sure.')
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
mail, [check payment] by mail
// mail
1
If Necessary
direct deposit ?payment
// direct_deposit
2
If Necessary
?i'm not sure
// not_sure
3
If Necessary
repeat, repeat that
// repeat
9
Never
Actions
Option
Condition
Action
Transition
direct_deposit
Always
Assign : payment_method =direct_deposit
--
^
^
Prompt : [mm1910_out_01]
All right.
goto : mm1920_DepositMsg_PP
mail
Always
Assign : payment_method =mail
--
^
^
Prompt : [mm1910_out_02]
All right.
goto : mm1930_MailMsg_PP
not_sure
Always
Prompt : [mm1910_out_03]
Okay.
goto : mm3000_ABRStatus_DS
repeat
Always
Prompt : [mm1910_out_04]
Sure.
Re-Recognition : Reprompt
Confirmation Prompts
Option
Condition
Name
Wording
mail
Always
mm1910_cnf_ini_ You're expecting a check in the mail, right?
01
direct_deposi Always
t
mm1910_cnf_ini_ You're waiting for a direct deposit, right?
02
not_sure
mm1910_cnf_ini_ You're not sure of HOW you'll be receiving your next payment,
03
right?
Always
Confirmation Recovery Behavior
See 1.3 Global Confirmation
Recovery Behavior
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1910_nm1_01]
Let's try again. You can say ''Mail' or press 1,
'Direct Deposit' or press 2, or 'I'm Not Sure' or
Re-Recognition :
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press 3.
nomatch 2
^
Prompt : [mm1910_nm2_01]
Re-Recognition :
Sorry. If you're expecting to receive your
payment by mail, press 1. If you're expecting a
direct deposit instead, press 2. Or, if you're not
sure, press 3.
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
^
Prompt : [mm1910_ni1_01]
If you're expecting your next payment by mail,
say 'mail' or press 1. If you're waiting for your
payment to be deposited into your bank
account, say 'direct deposit' or press 2. Or, if
you're not sure, say 'I'm not sure' or press 3.
Re-Recognition :
noinput 2
^
Prompt : [mm1910_ni2_01]
Re-Recognition :
Sorry. I need to know what method of payment
you are expecting. If you're expecting a check
in the mail, press 1. If a direct deposit, press 2.
If you're not sure, press 3.
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Disabled Globals
repeat
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm1920_DepositMsg_PP
Simple Play Prompt
Plays information and suggestions on how callers can troubleshoot a direct deposit.
Entering From
mm1910_LatePaymentMenu_DM, mm1940_LatePaymentExit_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1920_out_01
If you've recently changed bank accounts, you should check to
make sure that the payment wasn't deposited to your old account.
It might also have something to do with your bank's policy on the
time and date when accounts are updated, so you should ask your
bank if any other payments posted to your account on the day you
were expecting the deposit.
Actions
Nuance Communications
Social Security Administration
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Condition
Action
Transition
Always
--
goto : mm1940_LatePaymentExit_DM
Developer Notes
--
mm1930_MailMsg_PP
Simple Play Prompt
Plays information about why a check may not have been received yet.
Entering From
mm1910_LatePaymentMenu_DM, mm1940_LatePaymentExit_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1930_out_01
Just so you know, a payment isn't considered late until the third
mail delivery date after its due date. (Sundays and Federal
holidays are not mail delivery days.) Also, if you've recently moved,
your check may have been sent to your previous address.
Actions
Condition
Action
Transition
Always
--
goto : mm1940_LatePaymentExit_DM
Developer Notes
--
mm1940_LatePaymentExit_DM
CustomContext Recognition
Offers a menu of options for transition to next state. (Note that only the global command grammar is active for this state.)
Entering From
mm1920_DepositMsg_PP, mm1930_MailMsg_PP
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm1940_ini_01
Now, would you like to hear that again?
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes
// yes
1
Never
no
// no
2
Never
Actions
Option
Condition
Action
Transition
no
If office_hours=true
Prompt : [mm1940_out_01]
All right. If you still have questions, and you'd
like to speak to someone about your payment,
say 'Agent.' Or, if you're finished, feel free to
hang up. Otherwise, hold on and I'll take you
back to the Main Menu.
--
^
Else (office_hours=false)
Prompt : [mm1940_out_02]
--
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Version: 4.9
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December 5, 2011
If you're finished, feel free to hang up.
Otherwise, just hang on and I'll take you back to
the Main Menu.
--
goto : mm0200_SFToggle_DS
^
Always
yes
Prompt : [mm1940_out_03]
If
payment_method=direct_deposit Sure.
^
Else (payment_method=mail)
Prompt : [mm1940_out_04]
Sure.
goto : mm1930_MailMsg_PP
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm1940_nm1_01]
Let's try again... Would you like to hear that
payment information again?
Re-Recognition :
nomatch 2
^
Prompt : [mm1940_nm2_01]
Sorry. To hear about the late payment again,
press 1. Otherwise, press 2.
Re-Recognition :
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
^
Prompt : [mm1940_ni1_01]
If you'd like to hear the late payment
information again, say 'Yes' or press 1.
Otherwise, say 'No' or press 2.
Re-Recognition :
noinput 2
^
Prompt : [mm1940_ni2_01]
Sorry. To hear about the late payment again,
press 1. Otherwise, press 2.
Re-Recognition :
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
goto : mm1920_DepositMsg_PP
Recovery Behavior
Commands: State-Specific Behavior
Type
Condition
Action
Transition
repeat
If payment_method=mail
Prompt : [gl_repeat_01]
Sure.
goto : mm1930_MailMsg_PP
repeat
Prompt : [gl_repeat_01]
Else
(payment_method=direct_deposi Sure.
t)
goto : mm1920_DepositMsg_PP
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
mm2000_ReceivingBenefits_DM
YesNo Recognition
Asks callers whether or not they are already receving benefits.
Entering From
mm0210_SFMainMenu_DM, mm0450_EmploymentDisambig_DM
Nuance Communications
Social Security Administration
CONFIDENTIAL
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User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm2000_ini_01
Are you already receiving Social Security benefits?
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes ?(i am)
// yes
1
Never
no ?(i'm not)
// no
2
Never
Actions
Option
Condition
Action
Transition
no
If form_7004_delivery=true
Prompt : [mm2000_out_01]
Okay.
goto : mm2040_FutureBenefits_DM
^
Else (form_7004_delivery=false) Prompt : [mm2000_out_02]
Okay.
yes
Always
Prompt : [mm2000_out_03]
All right.
goto :
mm2010_BenefitsEarnings_DM
Type
Condition
Action
Transition
nomatch 1
Always
Prompt : [mm2000_nm1_01]
Let's try again... ARE you currently getting
benefits?
Re-Recognition :
nomatch 2
^
Prompt : [mm2000_nm2_01]
Sorry. If you are receiving Social Security
benefits, press 1. Otherwise, press 2.
Re-Recognition :
nomatch 3
Always
Assign : transfer_reason =error
--
nomatch 3
Always
Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
noinput 1
^
Prompt : [mm2000_ni1_01]
Re-Recognition :
I need to know if you're receiving Social
Security benefits. If you are, say 'Yes' or press
1. If you AREN'T, say 'No' or press 2.
noinput 2
^
Prompt : [mm2000_ni2_01]
Sorry. If you're receiving Social Security
benefits, press 1. Otherwise, press 2.
Re-Recognition :
noinput 3
Always
Assign : transfer_reason =error
--
noinput 3
Always
Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.
goto : mm3000_ABRStatus_DS
goto :
mm2050_FutureBenefitsBudgetaryMs
g_PP
Recovery Behavior
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
--
Nuance Communications
Social Security Administration
CONFIDENTIAL
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User Interface Specification
Version: 4.9
SSA_ATT_Care2020_N8NN
December 5, 2011
mm2010_BenefitsEarnings_DM
CustomContext Recognition
Asks callers if they need a 1099, a proof of income statement, or something else.
Entering From
mm2000_ReceivingBenefits_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm2010_ini_01
If you're doing your taxes and you need a replacement benefits
statement (or '1099'), say 'Benefits Statement.' If you need a letter
of proof of your income for anything OTHER than taxes, say 'Proof
of Income.' For anything else, just say 'It's Something Else.'
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
?(?form 1099) (?tax benefits statement), (?form 1099)
// benefits_statement
1