Application Status -- National 800 Number Automated Telephone Services

Application Status

Automated Telephone Services Revised Version

Application Status -- National 800 Number Automated Telephone Services

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Social Security Administration

User Interface Specification

Last Saved: April 28, 2010

Claim Status

SARA 2 OMB Attestation Change

2.6.16

Verizon Business Confidential & Proprietary.

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

Document History

This document is a User-Interface specification

The purpose of this document is to lay out the user-interface in all its detail. Readers of this document are assumed to also have read the requirements specification and to have an understanding of the purpose of the application.

Nuance Communications, Inc. / 1 Wayside Road / Burlington MA 01803 / U.S.A.

Date	Ver-sion	Summary of Changes		Revised by
9 Aug 2007	1.0	Initial version. Skeleton Spec: The tables are complete, but there is not yet text for retry, timeout, and help prompts.		Jenny DeGroot, Nuance
		Document history continues on next page
17 Aug 2007	1.1		All changes are highlighted yellow. Turned the Skeleton Spec into a Full Spec: Filled in retry, timeout, and help prompts. Made changes from Aug 13 review meeting and Aug 13-14 emails from SSA and Verizon: 6102: Revised prompt wording. 6105: Added Privacy/paperwork wording per A. Luster email forwarded by D. Synrod Aug 13. Edited attestation for brevity, as approved during Replacement 1099 review meeting Aug 13. Added dtmf-2 command for “no”. 6120, 6130: Added Developer Notes about parameter values that are shown here, stating that developer should validate these values against the parameters that are in currently deployed code. 6140: Added new conditions and actions. (Results of Aug 16 meeting with L. Moore and email from C. Walton.) 6150: Changed DM name, prompt wording. Added developer note. (Results of Aug 16 meeting with L. Moore and email from C. Walton.) 6151, 6153, 6154: Created this new DM. (Results of Aug 16 meeting with L. Moore and email from C. Walton.) 6152: Changed DM title to include “Auth”. Changed prompt wording. Added developer note. (Results of Aug 16 meeting with L. Moore and email from C. Walton.) 6160: Added confirmation prompt for “I don’t have it.” 6170-CS-LookupConfNumber-DB: Added “SSN” as input field to database query. Added additional conditions and actions. (Results of Aug 1 meeting with L. Moore and email from C. Walton.) Removed <disclaimer_played> variables Created <CanHearAgainMsg_played> variable. Set to ‘no’ if we find 1, 2, or 3 claims. Removed conditional checks for <claimStatusN> being returned. We only check whether <claimTypeN> is returned. Added notation “Unsuccessful return code” to the final “Else” condition. 6171, 6173, 6174: Created these new DMs. (Results of Aug 16 meeting with L. Moore and email from C. Walton.) 6172: Removed “Hm” from prompt wording. 6175-CS-ReadNextClaimYN-DM: Removed “else” from Retirement Benefits prompt condition. It should just start with “If.” Removed the statement “Increment <current_claim>” when we’re already on the final claim in the list. Added special treatment for ‘Repeat’ command. 6176: Created this new DM. (Results of Aug 16 meeting with L. Moore and email from C. Walton.) 6180-CS-ReadStatus-Msg: Revised prompt wording and added CPR date readout for the following four conditions: <foreignBenefitsN>, <hearingRequestN>, <reconRequestN>, <fedRevReqN>, per email from H. Kim (SSA) titled “Action items for the TKCS/TK99 UI documents,” dated Aug 14. Closed the open questions associated with these four prompts. Moved prompts 26-29 (<foreignBenefitsN>, <hearingRequestN>, <reconRequestN>, <fedRevReqN>) to precede prompt 25, per H. Kim email. Changed the numbering of prompts 25-29 accordingly. Prompt 25 is now named 29. Added wording to the conditions for playing Prompt 5 and Prompt 29, based on H. Kim email. New wording: “...are filled with a valid entry (i.e., not null AND not 00000000).” In the conditions for playing Prompt 5 and Prompt 29: Added <foreignBenefitsN>, <hearingRequestN>, <reconRequestN>, and <fedRevReqN> to the list of fields, per H. Kim email. Changed wording of prompt 6180-CS-ReadStatus-Prompt-Initial-29 to say “send or bring” Added Open Question to prompt Initial-29: SSA to advise whether to say “We will return any documents that you send us.” Added new prompt at top of table, to be played if <CanHearAgainMsg_played> =’no’. Set this variable to ‘yes’ in the Action section of the DM. 6190: Added developer note about special “Repeat” behavior.	Jenny DeGroot, Nuance
20 Aug 2007	1.2		Made updates based on SSA emails of Aug 17, 2007, highlighted green. 6102: Changed prompt wording. New wording is “...available yet...” instead of “available in this system yet.” 6108: Changed the word “bring” to “take” in prompt 6180-CS-ReadStatus-Prompt-Initial-29. 6140: In “success” condition, added “<statusCode> = 0000”	J. DeGroot
23 Aug 2007	1.3		Updates based on client comments -- updates highlighted in blue. 6170: Added IF success (ie “<statusCode> = 0000”) to OneClaim, TwoClaims and ThreeClaims conditions 6170: Removed ZeroClaims condition 6170: Removed NoMatch condition 6177: Removed table 6170: Removed AcctBlocked condition 6180: In Initial-29 prompt, retained “We will return any documents that you send us.”	Daniel Engelberg
28 Aug 2007	1.4		Removed struck-through text and struck-through tables carried over from previous versions. Removed highlighting carried over from previous versions. No changes to content of document.	Daniel Engelberg
30 Aug 2007	1.5		Internal Nuance release. Changes based on client comments. Changes highlighted in blue. 6105: Added pronunciation note for OMB number.	Jenny DeGroot
31 Aug 2007	1.6		Changes highlighted in green. 6120: Added DTMF option in Timeout2 and Help prompt. 6130: Added DTMF option in all prompts 6190: Corrected typo in prompt name -- 6190-CS-MultiClaimEnd-Condition-Retry2 6190: Completed the Help prompt. (No references to "previous claim" and "next claim" because we don't know which applies.) Made the following changes to remove “Subroutine” notation. Changes highlighted in pink: 6105: If Yes, go to 6120 instead of 6110. 6110-CS-CallAuthSubroutine-BC: Removed this DM. 6120: Entering from 6105 instead of 6110. 6145: Removed the “return code”. Go to 6160 instead of 6110. 6150: Removed the “return code”. Go to 6210 instead of 6110. 6151: Removed the “return code”. Go to 6210 instead of 6110. 6152: Removed the “return code”. Go to 6210 instead of 6110. 6153: Removed the “return code”. Go to 6210 instead of 6110. 6154: Removed the “return code”. Go to 6210 instead of 6110. 6155-CS-AuthResult-BC: Deleted this DM. 6160: Entering from 6145 instead of 6155. 6210: Entering from 6150, 6151, 6152, 6153, 6154. Removed “entering from 6155”.	D. Engelberg J. DeGroot
5 Sep 2007	1.6.1		Changes based on SSA comments. Changes highlighted in green: 6170: In developer’s note, changed Data Exchange document to reference v1.2 instead of v1.1. Added note that the DED is subject to change in the future, but that this spec references v1.2	J. DeGroot
5 Sep 2007	1.6.2		Changes based on email from K. Harrigan, 5 Sep 2007. Changes highlighted in green: 6120-CS-GetSSN-DM: SSN Option now has Requirement ID 6120-CS-GetSSN-Option-SSN instead of 5020-KBA-GetSSNumber-Option-SSN. Parameter now has Requirement ID 6120-CS-GetSSN-Parameter instead of 5020-KBA-GetSSNumber-Parameter. 6175-CS-ReadNextClaimYN-DM: Help Prompt now has Requirement ID 6175-CS-ReadNextClaimYN-Prompt-Help	J. DeGroot
12 Sep 2007	1.6.3		Removed Global Defaults from retry 1 and 2 prompts	Sean Stallings/VZB
19 Sep 2007	1.6.4		Added Message Numbers	Sean Stallings/VZB
27 Sep 2007	1.6.5		Changed 6210 to 6211 Changed 6220 to 6121	Sean Stallings/VZB
28 Sep, 2007	1.6.6		Added changes as recommended by Nuance Changes highlighted in yellow. S. Stallings’ updates are still shown with changes tracked. All other previous changes have been accepted and previous highlighting removed. Added new section, Developer Notes, in Chapter 1, for clarification purposes. 6103, 6105: Now goes to the new module, 6110-CS-Ping-DB instead of 6120. 6110-CS-Ping-DB: New DM added. 6111-CS-PingUnavailableMM-DM: New DM added. 6110, 6115: Added “entering from” new module 6110. 6151-CS-AuthSystemProblems-Msg: Added “entering from” 6110-CS-Ping-DB 6153-CS-AuthSystemUnavailable-Msg: Added “entering from” 6110-CS-Ping-DB	Sean Stallings/VZB
11 Oct, 2007	1.6.7		Corrections of typos and cut&paste errors pointed out by SSA. Notes from Deborah Ellis / Module 6175 After Initial-25 (page 34) the prompt is titled Intial-16 and there is already a prompt titled Initial 16. Should this be Initial 26 instead? 6175 There are two each of Retry 1 & Retry 2 conditions listed yet the last two prompt names are Timeout1 & Timeout2. Should the condition for the last two be listed as conditions Timeout1 & Timeout2? 6180 & 6190 According to 6190-CS-MultiClaimEnd-Condition-Repeat2 a caller can enter this module from 6180 and will be returned to 6180 if requesting the claim to be repeated. If this is truly the case neither 6180 nor 6190 list the other within the "Entering from" section. 6182 Condition-No - the vocabulary states "yes and synonyms, including "no I wouldn't" & "no thanks". Should this read "no and synonyms" instead of yes? 6211 Currently grayed out so perhaps this is in the process of being updated. It seems this module can be entered from the following modules but not all are listed: 6150, 6151, 6152, 6153, 6154, 6171, 6173, 6174, and 6176.	Peter Modesto / Nuance
23 Oct 2007	1.6.8		Changed 6130 to 6125	Sean Stallings VZB
25 Oct 2007	1.6.9		Added message 81218 to DM 6174	Sean Stallings VZB
26 Oct 2007	1.7		Changed wording of attestation prompt, message 85002 in 6105-CS-Attestation-DM	Sean Stallings VZB
Nov 14 2007	1.71		Updated DM 6120, added new messages 82145, 82146, 82147 Updated prompting for DM 6160’s Confirmation process	Sean Stallings VZB
Nov 19 2007	1.72		Changed prompt names in DM 6125 to reflect change from DM 6130 to DM 6125	Sean Stallings VZB
Nov 27 2007	1.73		Removed DM 6176 Updated stale hyperlink in DM 6170 Removed ‘help’ prompts from DM 6185 and DM 6190 Added module notes disabling ‘the ‘help’ global for DM 6185 and DM 6190	Sean Stallings VZB Jenny DeGroot Nuance
Nov 28, 2007	1.74		Updated DM 6125; removed help prompt, moved module note regarding globals from the ‘options’ section to the ‘module notes’ section. Updated DM 6105, changed Success Prompt 1 to read “Thanks” Updated DM 6120, removed msg 70002, replaced it with msg 85146.	Sean Stallings VZB
Nov 29,2007	1.75		Updated DM 6125, changed success prompt 1 to play “Thanks” DM 6120 Removed developer note disabling dtmf in confirmation	Sean Stallings VZB
Nov 30, 2007	1.76		Updated, DM 6221, removed hyperlink for DM 6176 Updated DM 6120, added dtmf 1 for yes, dtmf 2 for no for confirmation	Sean Stallings VZB
Dec 3, 2007	1.77		Updated DM 6180, added 6190 to “entering from” field	Sean Stallings VZB
Dec 3, 2007	1.78		Updated DM 6213-replaced msg. 85136 with msg. 82129 Updated DM 6216-replaced msg. 85137 with msg. 82130 Updated DM 6223-replaced msg. 85138 with msg. 12021 Updated DM 6226-replaced msg. 85139 with msg. 12401	Sean Stallings VZB
Jan 4, 2008	1.79		DM 6226-Corrected typo, message 120401 changed to 12041.	Sean Stallings VZB
Jan 4, 2008	1.8		Updated DM 6200. Per Bill Barnes, callers now route to DM 6213. Removed DM 6206	Sean Stallings VZB
Jan 10, 2008	1.81		Rolled back the changes implemented in 1.8 DM 6226- correct typo, message 12041 has been changed to 12401.	Sean Stallings VZB
Jan 11, 2008	1.82		Updated DM6125, changed name of confirmation prompts to conform with new numbering of the UI from 6130 to 6125	Sean Stallings VZB
Mar 3, 2008	1.83		Updated DM 6120; Clarified barge-in handling, added privacy direction to module notes. Updated DM 6125, added privacy direction to module notes. Added Privacy statement to Chapter 2 Global Behavior and General Info Added module 6103 Added module 6115 Added module 6122	Sean Stallings VZB
Mar 4, 2008	1.84		Updated 6102, 6103,6105 added “no barge in” to module notes	Jenny DeGroot Nuance
Mar 10, 2008	1.85		Updated DM 6115 and DM 6122; Corrected reporting information for “if else” conditions.	Sean Stallings VZB
Mar 12, 2008	1.86		Pause removed from message 85002 in DM 6105	Sean Stallings VZB
April 4, 2008	1.87		Clarified wording for conditions for 6103	Sean Stallings VZB
April 11, 2008	1.88		In order to assure that re-use items are properly reported, in Check Null Condition, if TVDC items to collect = 0, the call must then route to the next Check Condition Module.	Sean Stallings VZB
April 17, 2008	1.89		Updated Module 6105, removed 3 second pause from message 85003, broke message 85002 into two messages, 85002 and 85009. Disabled barge-in for initial prompt, enabled for all other prompts. Updated Module 6120, removed developer note stating that speech and dtmf were disabled for this module. Updated Module 6173, removed 4 second pause played after the message.	Sean Stallings VZB
April 21, 2008	1.90		Corrected reporting strings for Modules 6115, 6122 Updated DM6105 to add the [3 second pause] back into Retry 1 to mirror ClaimStatus Updated [1 sec silence] message numbers to be 1000, instead of 10000	Sean Stallings VZB Becky Stallings, VzB
May 6, 2008	1.91		Updated Module 6103, added conditional logic. If attestation flag is set to 1, callers should not route to 6105. Added entry to ‘go to’ field, callers exiting this module should have the attestation flag should be set to 1. Replaced message 85009 with 85003, since these messages had duplicate wording.	Sean Stallings VZB
May 23, 2008	1.92		Removed the barge-in settings for the Success prompts for DM6105. The recognizer is no longer listening for a response, so barge-in is not applicable at this point. Highlighted Barge-in changes in pink.	Becky Stallings, VzB
September 04, 2008	2.0		BBN Findings Effort Updated module 6105, updated retry 2, message 85004 Updated module 6175, updated retry 2, messages 85058 and 85059 Updated module 6185, updated retry 2 message 85104 Highlighted all BBN Findings changes in Green	Sean Stallings VZB
September 25, 2008	2.1		Added Verizon Business proprietary statement to title page and all page footers.	Sean Stallings VZB
October 13, 2008	2.2		Updated input parameters for modules 6110, 6140, 6170. Agent Transfer: Agent Transfer is actually being done in main menu. UI has been updated to correctly document this. Updated module 6200, now shows that callers route back to Main Menu for Max Timeout/Retries and Agent Transfer. Removed modules 6203, 6206, 6221, 6223, 6226. These modules are duplicates of what is already documented in Main Menu. Updated module, 6154, this module now routes to module 6200 on the Max Timeout/ Retries condition. Updated module 6160, 6185, 6190, these modules now route to module 6200 on the Agent Request condition.	Sean Stallings VZB
October 20, 2008	2.2		Updated DM 6140 for HC 4.0. Removed AppID host command per ‘As Built’ configuration. Updated DM 6200, Agent Transfer, to reflect transfer to N8NN Main Menu DM 1201.	Kim Rothlis VzB
December 3, 2008	2.3		Updated module 6200, ‘Agent Request’ condition now routes to N8NN Main Menu, module 1220 NeedsAgentCheckAvailable. Updated module 6211, added additional clarification to module explanation. Note now states that callers will also come to 6211 for Agent assistance. Updated ‘entering from’ field, added module 6154. Updated module 6154, now shows as routing to module 6211	Sean Stallings VZB
January 27, 2009	2.4		Updated Header	Sean Stallings VZB
February 5, 2009	2.5		Implemented changes as recommended for Tuning 1. DM 6102: Converted from a PlayPrompt to a DM so that we can warn caller they need Claim Confirmation Number and ask if they have it on hand. Allow callers responding positively to proceed, terminate call for those without a Confirmation Number. DM 6182: remove distinction on ‘repeat’ between multi-claim and single-claim lists. DM 6185: add ‘repeat’ logic to the single-claim-end logic chain. Changes are in blue.	Peter Modesto Nuance
February 6, 2009	2.6		Removed all highlights from previous efforts. DM 6185: Changed ‘main menu’ DTMF option to ‘9’. Updated message 85106 to reflect this.	Sean Stallings VZB
Feb 10, 2009	2.6.1		DM 6102: modify yes/no to ‘I have it’ / ‘I do not have it’ to enhance prompt clarity. Make return to main menu an explicit option Changes are in green.	Peter Modesto Nuance
February 20, 2009	2.6.2		Updated module 6102, added message numbers for all new prompts.	Sean Stallings VZB
February 24, 2009	2.6.3		Updated module 6102, corrected message numbers for new prompts. Set barge-in to ‘yes’ for timeout 2 and retry 2 prompts. Corrected message 85001, removed extraneous ‘with’. Updated module 6103, removed TVDC Flag = 1 condition, since this flag is not being used. Updated ‘if attestation flag =1’ condition, now routes to module 6110. Updated 6110, ‘entering from’ field now shows entering from 6103. Updated 6115, ‘entering from’ field no longer shows entering from 6103.	Sean Stallings VZB
February 26, 2009	2.6.4		Updated module 6185, added message number 85133 to confirmation prompt.	Sean Stallings VZB
March 12, 2009	2.6.5		Added reporting tags to all modules. Updated module 6185, corrected typo in message 85104. Added ‘Repeat That’ to vocabulary for ‘Repeat’ option—this resolves ticket 593896.	Sean Stallings VZB
March 19, 2009	2.6.6		Updated module 6125, corrected wording for message 85011, added missing ‘and’ back to the beginning of the message—this resolves ticket 602923. Updated module 6180, updated action for REQID 6180-CS-ReadStatus-Condition-Always, removed direction to play success prompt —This resolves ticket 602938. Removed audio directions for messages 85088 and 85089.	Sean Stallings VZB
March 20, 2009	2.6.7		Updated module 6102, corrected typo in REQID’s.	Sean Stallings VZB
March 25, 2009	2.6.8		Updated module 6102, corrected naming error in REQID’s.	Sean Stallings VZB
March 31, 2009	2.6.9		Updated module 6102, changed reporting tag to reflect code.	Kim Rothlis VzB
April 17, 2009	2.6.10		Updated module 6102, updated reporting tag, now shows ‘DM’ instead of ‘Msg”.	Sean Stallings VZB
April 28, 2009	2.6.11		Updated section 2.1 Timeouts and Retries. Added prompting for timeout global default. Updated module 6160, added global default tag to timeout 1 and timeout 2.	Sean Stallings VZB
May 26, 2009	2.6.12		Corrected all reporting tags. Removed all highlights/struck through text for previous releases. Updated module 6102, ‘entering from’ now correctly shows N8NN module 6000 instead of 1100. Updated module 6122, corrected broken hyperlink to module 6135. Updated module 6125, corrected broken hyperlink to module 6135. Updated module 6135, corrected broken hyperlink to module 6125. Updated module 6153, removed duplicate hyperlinks for module 6211. Updated module 6171, removed duplicate hyperlinks for module 6211. Updated module 6173, removed duplicate hyperlinks for module 6211. Updated module 6174, removed duplicate hyperlinks for module 6211. Updated module 6200, agent request now routes to module 1201.	Sean Stallings VZB
June 29, 2009	2.6.13		Tuning 2 changes: 6102-CS-Preamble-DM: - Added “do not have it” as a synonym for “no”. 6160-CS-GetConfNumber-DM: - Added developer notes to indicate that params should be changed as follows: <var name="property_collection_completetimeout" expr="'2200ms'"/> <var name="property_interdigittimeout" expr="'2200ms'"/> *6185-CS-OneClaimEnd-DM: - Changed Retry2 prompt so that it is the same as Timeout2 prompt	Ilana Rozanes Nuance
July 8, 2009	2.6.14		Updated the cover page to include the name of the effort (SARA 2 Tuning 2). Updated DM 6185 to include in track changes, previous version of wording for message #85104.	Kim Rothlis VzB
August 11, 2009	2.6.15		Misc: -Updated wording in DM 6102, msg# 85153 to reflect audio recording (SSA to Social Security Administration). -Fixed various broken links. -Added missing links: DM 6153, Entering From section, missing link to DM 6110 DM 6180, Entering From section, missing link to DM 6185	Kim Rothlis VzB
April 28, 2010	2.6.16		SARA 2 OMB Attestation Revision: Revised attestation wording in DM 6105, msg# 85002 per Change Control requirements.	Kim Rothlis, VzB

Table of Contents

Chapter 1: Introduction 12

Developer Notes 12

Chapter 2: Global Behavior and General Info 13

2.1 Time-outs and Retries 13

2.2 System Timeout 13

2.3 Privacy 14

2.4 Global Commands and Global Prompts 14

Chapter 3: Detailed Dialog Specification 15

3.1 Call-Flow Tables 15

6102-CS-Preamble-DM 15

6103 Check Null Condition 17

6105-CS-Attestation-DM 17

6110-CS-Ping-DB 18

6111-CS-PingUnavailableMM-DM 19

CS-Authentication 20

6115 Social Security Check Condition 20

6120-CS-GetSSN-DM 20

6122 Get DoB Check Condition 23

6125-CS-GetDOB-DM 23

6135-CS-DBWait-Msg 25

6140-CS-Authenticate-DB 25

6145-CS-AuthSuccess-Msg 27

6150-CS-AuthCannotMatch-Msg 27

6151-CS-AuthSystemProblems-Msg 28

6152-CS-AuthAcctBlocked-Msg 29

6153-CS-AuthSystemUnavailable-Msg 30

6154-CS-AuthCannotProcess-Msg 30

6160-CS-GetConfNumber-DM 32

6170-CS-LookupConfNumber-DB 34

6171-CS-ClaimSystemProblems-Msg 38

6173-CS-ClaimSystemUnavailable-Msg 39

6174-CS-ClaimCannotProcess-Msg 40

6175-CS-ReadNextClaimYN-DM 41

6180-CS-ReadStatus-Msg 46

6182-CS-RepeatStatusYN-DM 51

6185-CS-OneClaimEnd-DM 52

6190-CS-MultiClaimEnd-DM 54

6200-GiveUpSendSomewhere-BC 58

6211-ForcedTransfer-BC 59

6213-ForcedTransferToAgent-Msg 60

6216-ForcedTransferNoAgents-Msg 60

Chapter 1: Introduction

This document is one part of a set of documents that describe the user interface for the Social Security Administration (SSA) N8NN SARA 2 application. This document describes only the interaction for checking Claim Status. The call flow has passed through Call Steering (in the N8NN application) before getting to this section.

Developer Notes

The following notes apply throughout this document.

1. For all recognition modules in this spec, the return string for coding is the string that follows the last dash in the Option or Requirement ID name, excluding any trailing digits.

For example (from DM 6190):

Option or Req ID (shown in the DM tables in this spec)	Return string (specified in the grammar)
6190-CS-MultiClaimEnd-Condition-Repeat1	Repeat
6190-CS-MultiClaimEnd-Condition-Repeat2	Repeat
6190-CS-MultiClaimEnd-Condition-Next1	Next
6190-CS-MultiClaimEnd-Condition-Next2	Next
6190-CS-MultiClaimEnd-Condition-Previous1	Previous
6190-CS-MultiClaimEnd-Condition-Previous2	Previous
6190-CS-MultiClaimEnd-Condition-Other	Other

2. For each DM that contains a Help prompt in this spec, the grammar will provide a “help” return string. When help is returned, the app should play the DM-specific Help prompt and wait for a response.

Speech Science note: For the “Help” option, the grammar should include the phrase “more information.” The grammar should not include the word “help” itself because it can often be a false attractor.

Chapter 2: Global Behavior and General Info

2.1Time-outs and Retries

Retry prompts are specified in the DialogModule tables, and they are preceded by the appropriate apology prompt.

Message Number 110	retry 1	upon rejection of speech	apology_re1	I'm sorry, I didn't understand you.
Message Number 111	retry 1	upon confirmation	apology_re1_	My mistake.
Message Number 112	retry 2	upon rejection of speech	apology_re2	I'm sorry, I still didn't understand you.
Message Number 113	retry 2	upon confirmation	apology_re2_	My mistake again.
Message Number 132	Timeout 1	upon no input	apology_re1	I’m sorry, I didn’t hear anything.
Message Number 111	Timeout 1	upon confirmation	apology_re1_	My mistake.
Message Number 133	Timeout 2	upon no input	apology_re2	I’m sorry, I still didn’t hear anything.
Message Number 113	Timeout 2	upon confirmation	apology_re2_	My mistake again.
	excess retries		[…]	<timeout / retry prompt(s) specified in DialogModule table>

Note that Timeout prefixes for the collection phase (rejection of speech) are included as part of the Timeout prompts in each DM, whereas Timeout prefixes for the confirmation phase are usually not specified in the DM tables.

When a caller reaches Max Timeout or Max Retry, the callflow should go to 6200-GiveUpSendSomewhere-BC

2.2System Timeout

In addition to the regular timeouts, there is also a global System Timeout, set to a specific number of minutes. The prompting and logic for this condition is specified in the N8NN user interface specification.

2.3Privacy

The following information is considered confidential; SSN, Date of Birth. The confidential flag should be set to true for all dialog modules collecting this information from the caller.

2.4Global Commands and Global Prompts

Global prompts, grammar, and logic are specified in the N8NN user interface specification.

Chapter 3: Detailed Dialog Specification

3.1Call-Flow Tables

6102-CS-Preamble-DM

Custom Context DialogModule™

Caller requested Claim Status at the Speak Freely main menu.

Entering from

6000-ClaimStatusOptions-DM in the N8NN UI spec.

Prompts

Message Number

Type / Name

Condition

Wording

Barge-in

85001

6102-CS-Preamble-Prompt-Initial-1

always

Okay, claim status. By the way, if you filed your claim just a few days ago, it might not be available yet, and you might want to wait a few days and call back. If you filed your claim more than 5 days ago, we can go ahead and check the status.

Before we begin, let’s make certain you have all the information you’ll need to find your claim status.

Claims are identified by an 8-digit Confirmation Number. If you submitted your claim at a Social Security office, the confirmation number is printed on your application. If you submitted your claim online, the website would have displayed your confirmation number for you.

85147

6102-CS-Preamble-Prompt-Initial-2

always

If you have your confirmation number on hand now, say ‘I have it’. If you don’t have your confirmation number, you can say ‘no’ or ‘I do NOT have it’ or just hang up and call us back once you’ve located it. If you’ve come to the wrong place, you can say ‘main menu’ to do something else.

Yes

85148

6102-CS-Preamble-Prompt-Retry-1

always

[Global Default] Please say ‘I have it’ or press 1 if you have your claim confirmation number. Otherwise, say ‘I do not have it’ or press 2 if you do not know your confirmation number. If you’d like to return to the main menu say ‘Main menu’ or press 9.

Yes

85149

6102-CS-Preamble-Prompt-Retry-2

always

[Global Default] ] Please press 1 on your telephone keypad if you have your claim confirmation number. Otherwise, say ‘no’ or press 2 if you do not know your confirmation number.

You can also press 9 to return to the main menu.

Yes

85150

6102-CS-Preamble-Prompt-Timeout-1

always

Sorry, I didn’t hear anything.

Please say ‘I have it’ or press 1 if you have your claim confirmation number. Otherwise, say ‘I do not have it’ or press 2 if you do not know your confirmation number. If you’d like to return to the main menu say ‘Main menu’ or press 9.

Yes

85151

6102-CS-Preamble-Prompt-Timeout-2

always

I’m sorry, but I still didn’t hear anything.

Please press 1 on your telephone keypad if you have your claim confirmation number. Otherwise, press 2 if you do not know your confirmation number.

You can also press 9 to return to the main menu.

Yes

85152

6102-CS-Preamble-Prompt-Help

always

A claim for benefits from the social security administration can be submitted in person or online. If you submitted your claim at a Social Security office, the confirmation number is printed on your application. If you submitted your claim online, the website would have displayed your confirmation number for you.

If you have your confirmation number on hand now, say ‘I have it’, or press 1. If you don’t have your confirmation number, you can say ‘I do NOT have it’, press 2 or just hang up and call us back once you’ve located it.

You can also press 9 to return to the main menu.

Yes

121

6102-CS-Preamble-Prompt-SuccessYes

If ‘I have it

Okay.

Yes

85153

6102-CS-Preamble-Prompt-SuccessNo

If ‘I do NOT have it’

Thank you for calling the Social Security Administration. Please call back once you have located your claim Confirmation Number.

Yes

Option

Vocabulary

DTMF

Action

Confirm.

6102-CS- Preamble-Option-Yes

[Yes] I have it

Play appropriate success prompt

Go to 6103 Check Null Condition

Never

6102-CS- Preamble-Option-No

[No] I do NOT have it

Do not have it

Play appropriate success prompt

Terminate call

Never

DialogModule parameters

Parameter

Value

Reporting

Record = U-

RECL

-DM_6102-(Call Duration at start),T-RECL-

0000 = Success

-Call duration at process end

0001 = Error

0002 = Max No Input

0003 = Max No Match

0200 = Caller Hang Up

Speech Science Notes

No Barge-in.

Main menu and all other global commands are in effect here.

The reporting tag for this DM reflects a non-standard naming convention for a DM. It continues to reflect the module in its original state as a message. This configuration does not impact how the module is reported.

6103 Check Null Condition




Entering from
6102-CS-Preamble-Msg


Condition	Action
If TVDC items else and Attestation Flag =0	Go to: 6105-CS-Attestation-DM
If TVDC items else and Attestation Flag =1	Go to: 6110-CS-Ping-DB
V-RECL-ATT_1-(duration),T-RECL-0000-(duration)

6105-CS-Attestation-DM

Custom Context DialogModule™

All callers must answer this before getting Claim Status.

Entering from

6103 Check Null Condition

Prompts

Message Number

Type / Name

Condition

Wording

Barge-in

85002

6105-CS-Attestation-Prompt-Initial-1

Social Security is allowed to collect this information under the Social Security Act. This information collection meets the requirements of the Paperwork Reduction Act under O.M.B. number zero, nine, six, zero, zero, seven, six, three. We estimate that it will take about 2 minutes to listen to the instructions, gather the facts, and answer the questions.

Please note that any person who makes a false representation in an effort to alter or obtain information from the Social Security Administration may be punished by a fine or imprisonment, or both.

85003

6105-CS-Attestation-Prompt-Initial-2

If you are the individual to whom the claim status information applies, say yes or press 1. If you do *not* wish to continue, please say ‘no’ or simply hang up.

Yes

85003

6105-CS-Attestation-Prompt-Retry1

[ Global Default] If you are the individual to whom the claim status information applies, say yes or press 1. If you do *not* wish to continue, please say ‘no’ or simply hang up.

Yes

85004

6105-CS-Attestation-Prompt-Retry2

[ Global Default] Any person who makes a false representation in an effort to alter or obtain information from the Social Security Administration may be punished by a fine or imprisonment, or both. If you are the individual to whom the claim status information applies, press one, If you do *not* wish to continue, please press two, or simply hang up.

Yes

85005

6105-CS-Attestation-Prompt-Timeout1

Sorry, I didn’t hear anything. If you are the individual to whom the claim status information applies, please say ‘yes’ or press 1. Otherwise say ‘no’ or press 2 -- or you can simply hang up.

Yes

85006

6105-CS-Attestation-Prompt-Timeout2

I’m sorry, but I still didn’t hear anything. Any person who makes a false representation in an effort to alter or obtain information from the Social Security Administration may be punished by a fine or imprisonment, or both. If you are the individual to whom the claim status information applies, please say ‘yes’ or press 1. Otherwise say ‘no’ or press 2 -- or you can simply hang up.

Yes

85007

6105-CS-Attestation-Prompt-Help

Before we can continue, I need to know that you understand and agree with the following warning. Any person who makes a false representation in an effort to alter or obtain information from the Social Security Administration may be punished by a fine or imprisonment, or both. If you are the individual to whom the claim status information applies, please say ‘yes’ or press 1. Otherwise say ‘no’ or press 2 -- or just hang up.

Yes

00122

6105-CS-Attestation-Prompt-Success-1

If “yes”

Thanks.

N/A

85145

6105-CS-Attestation-Prompt-Success-2

If “no”

Thank you for calling Social Security. Goodbye.

N/A

Option

Vocabulary

DTMF

Action

Confirm.

6105-CS-Attestation-Option-Yes

yes, yes I am

Play appropriate success prompt

Set Attestation Flag to 1

Go to 6110-CS-Ping-DB

Never

6105-CS-Attestation-Option-No

no, no I’m not

Play appropriate success prompt

Terminate call

Never

DialogModule parameters

Parameter

Value

Reporting

Record = U-

RECL

-DM_6105-(Call Duration at start),T-RECL-

0000 = Success

-Call duration at process end

0001 = Error

0002 = Max No Input

0003 = Max No Match

0200 = Caller Hang Up

Speech Science Notes

Set a low probability for “no” to avoid false acceptances. Most callers will say “yes”.

6110-CS-Ping-DB

Database Query
Ping the system to ensure the back end is available and ready to take requests. The Conditions and Actions in this module are from SSA email from L. Moore dated 9/19.

Entering from
6103 Check Null Condition, 6105-CS-Attestation-DM

Input Field			Value		Description/ Length
sid			SSATKCSHC, SSATKCSDEV, SSATKCSVAL, SSATKCSINT1, SSATKCSINT2		service id
func			PING		function code
requestId			numeric		10

Output Field			Description
verification status			success or failure


Req ID				Condition		Action
6110-CS-Ping-Condition-Success				IF success (i.e., <statusCode> = 0000)		Go to: 6115 Social Security Check Condition
6110-CS-Ping-Condition-SysProblems				Else if <statusCode> = 0151 or 7777		Go to: 6111-CS-PingUnavailableMM-DM
6110-CS-Ping-Condition-SysUnavailable				Else if <statusCode> = 0152		Go to: 6153-CS-AuthSystemUnavailable-Msg
6110-CS-Ping-Condition-OtherIssue				Else if <statusCode> = 9999 or Other		Go to: 6151-CS-AuthSystemProblems-Msg
Reporting
Record = D-	RECL	-HDB_6110-(Call Duration at start),T-RECL-				0000 = Success	-Call duration at process end
						0001 = System Error
						0408 = Resource Not Available
						0503 = Not Valid Data
						0004 = Caller Hang Up
Developer Notes

6111-CS-PingUnavailableMM-DM

CustomContext DialogModule™

This DM is used for certain conditions returned in 6110-CS-Ping-DB. The caller does not reach an agent; they can either request the Main Menu or hang up.

Entering from

6110-CS-Ping-DB

Prompts

Msg. Number

Type / Name

Wording

85140

6111-CS-PingUnavailableMM-Initial-1

Due to system problems, we are unable to process your request at this time. If you’d like to return to the main menu, say “main menu” or press 9. Or, if you’d like to end this call, feel free to hang up.

Req ID

Vocabulary

DTMF

Action

Confirm.

6111-CS-PingUnavailableMM-Condition-MM

“Main Menu”

Go to Main Menu in N8NN

never

6111-CS-PingUnavailableMM-Condition-Retry

Upon first retry or timeout, play the Initial-1 prompt again.

Upon second retry or timeout, disconnect call.

never

DialogModule parameters

Parameter

Value

Reporting

Record = U-

RECL

-HDB_6111-(Call Duration at start),T-RECL-

0000 = Success

-Call duration at process end

0001 = Error

0002 = Max No Input

0003 = Max No Match

0200 = Caller Hang Up

Developer Notes

CS-Authentication

6115 Social Security Check Condition




Entering from
6110-CS-Ping-DB


Condition	Action
If SSN = null	Go to: 6120-CS-GetSSN-DM
If SSN else	Report V Transaction per module note, Go to: 6122 Get DoB Check Condition
Module Notes
V-RECL-SSN_1-(duration),T-RECL-0000-(duration)

6120-CS-GetSSN-DM

Social Security DialogModule™

Get the caller's Social Security Number

Entering from

6115 Social Security Check Condition

Prompts

Msg. Number

Name/Type

Wording

85146

6120-CS-GetSSN-Prompt-Initial-1

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

82145

6120-CS-GetSSN-Prompt-Retry1

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

50203

6120-CS-GetSSN-Prompt-Retry2

[ Global Default] Try entering it on the telephone keypad.

50204

6120-CS-GetSSN-Prompt-Timeout1

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

82146

6120-CS-GetSSN-Prompt-Timeout2

I’m sorry, but I still didn’t hear anything. Try saying your social security number one digit at a time. It works best if you speak at a normal pace. For example: 1 2 3 – 4 5 – 6 7 8 9. Or you can enter it using your telephone keypad.

82147

6120-CS-GetSSN-Prompt-Help

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

Option

Vocabulary

DTMF

Action

Confirm.

6120-CS-GetSSN-Option-SSN

<SSN>

Allow prefix phrases:

[ok | alright] [it is | [my] social security number is]

<SSN>

Always

Confirmation prompts

Message Number

Name

Wording

Result

85017

6120-CS-GetSSN-ConfPrompt-SSN1

That was:

That was 123-45-6789, correct?

<SS_Num>

CPR

1 2 3 – 4 5 – 6 7 8 9

00119

6120-CS-GetSSN-ConfPrompt-SSN2

...is that correct?

82148

6120-CS-GetSSN-ConfPrompt-SSN3

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

Okay, now I think I’ve got it right. Your social security number is: 123-45-6789. Is that right?

<SS_Num>

CPR

1 2 3 – 4 5 – 6 7 8 9

50209

6120-CS-GetSSN-ConfPrompt-SSN4

Is that right?

This is important, so I want to make sure I have it right. Your social security number is: 1 2 3 – 4 5 – 6 7 8 9. Is that right?

00118

00119

6120-CS-GetSSN-ConfPrompt-SSNretry

I think you said <SSN>. Is that correct?

00118

00119

6120-CS-GetSSN-ConfPrompt-SSNtimeout

I think you said <SSN>. Is that correct?

Confirmation Option

Vocabulary

DTMF

Action

Confirm.

6120-CS-GetSSN-ConfOption-Yes

“Yes [it is]”

“[Yes] that's right”

“Right”

“[That's] correct”

Go to: 6122 Get DoB Check Condition

Never

6120-CS-GetSSN-ConfOption-No

“No [it isn't]”

“[No] that's not right”

Re-enter Dialog Module per default behavior

Never

DialogModule parameters

Parameter

Value

6120-CS-GetSSN-Parameter

after_end_of_speech_timeout (incompletetimeout)

2500 msec

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

max speech duration

20,000 msec

Interdigittimeout

5500 msec

low confidence threshold

.100

Reporting

Record = U-

RECL

-DM_6120-(Call Duration at start),T-RECL-

0000 = Success

-Call duration at process end

0001 = Error

0002 = Max No Input

0003 = Max No Match

0200 = Caller Hang Up

Developer Notes

The parameter values above are taken from 5020-GetSSNumber-SSN in the KBA spec. These are the latest ones we have on record. Please validate these against the ones that you have in the deployed code.

(The following notes are based on 5020-GetSSNumber-SSN in KBA spec)

 Area, group or serial number containing only zeros are invalid

 Dashes” and “hyphens” should be ignored when uttered by the caller, but these utterances may be discarded by the recognizer itself

 DTMF and speech expect 9 digits. It may be possible to speak more than 9 digits, but only nine digits will be recognized

Note: Point to non-standard grammar that includes Natural Numbers

Set Confidential Flag to TRUE

6122 Get DoB Check Condition




Entering from
6115 Social Security Check Condition, 6120-CS-GetSSN-DM


Condition	Action
If DoB = null	Go to: 6125-CS-GetDOB-DM
If DoB else	Report V Transaction per module note, Go to: 6135-CS-DBWait-Msg
Module Notes
V-RECL-DoB_1-(duration),T- RECL-0000-(duration)

6125-CS-GetDOB-DM

Date DialogModule™

(Based on 5130-GetDOB-Date in KBA spec)

Get the caller's Date Of Birth

Entering from

6122 Get DoB Check Condition

Prompts

Message Number

Name

Wording

85011

6125-CS-GetDOB-Prompt-Initial-1

And what’s your date of birth, for example, “June 10th, 1940.”

85012

6125-CS-GetDOB-Prompt-Retry1

[ Global Default] Try saying the month followed by the date and then the year you were born, for example May fifth, 1937. Or you can enter it on your telephone keypad using 2 digits for the month, 2 digits for the day, and four digits for the year.

85013

6125-CS-GetDOB-Prompt-Retry2

[ Global Default] Just say the month followed by the date and then the year you were born. For example July fourth, 1976. Or you can enter it on your telephone keypad using 2 digits for the month, 2 digits for the day, and four digits for the year.

85014

6125-CS-GetDOB-Prompt-Timeout1

Sorry, I didn’t hear you. Please tell me your birth date.. For example, you could say May fifth, 1937. Or you can enter it on your telephone keypad using 2 digits for the month, 2 digits for the day, and four digits for the year.

85015

6125-CS-GetDOB-Prompt-Timeout2

I’m sorry, but I’m still having trouble hearing you. I need the month, day and year for your birthday, for example July fourth, 1976. Or you can enter it on your telephone keypad using 2 digits for the month, 2 digits for the day, and four digits for the year.

00122

6125-CS-GetDOB-Prompt-Success-1

Thanks

Option

Vocabulary

DTMF

Action

Confirm.

6125-CS-GetDOB-Option-Date

<date>

<...>

Go to: 6135-CS-DBWait-Msg

Always

Confirmation prompts

Message Number

Name

Wording

Result

51308

6125-CS-GetDOB-ConfPrompt-Date1

Okay, so that’s:

<Date>

CPR

January 12^th 1931

50209

6125-CS-GetDOB-ConfPrompt-Date2

Is that right?

Okay, so that’s: <January 12^th, 1931>. Is that right?

51310

6125-CS-GetDOB-ConfPrompt-DateRetry

Sorry. I didn’t catch that. Please say “YES” if I have the right date.

51311

6125-CS-GetDOB-ConfPrompt-DateTimeout

I wasn’t sure if you said anything. Please say “YES” if I have the right date.

Confirmation Option

Vocabulary

DTMF

Action

Confirm.

6125-CS-GetDOB-ConfOption-Yes

“Yes [it is]”

“[Yes] that's right”

“Right”

“[That's] correct”

Play appropriate success prompt.

Go to: 6135-CS-DBWait-Msg

Never

6125-CS-GetDOB-ConfOption-No

“No [it isn't]”

“[No] that's not right”

Re-enter Dialog Module per default behavior

Never

DialogModule parameters

Parameter

Value

date_reference_date

System date

date_range_allowed_earliest

1 January 1900

date_range_allowed_latest

Today

date_range_expected_earliest

Today – 75 years

date_range_expected_latest

Today – 25 years

date_disambiguation_mode

ASSUME_NOTHING

after_end_of_speech_timeout (incomplete timeout)

1500 msec

max speech duration

16,000 msec

before_begin_of_speech_timeout

7,000 msec

allowing_barge_in

True

Reporting

Record = U-

RECL

-DM_6125-(Call Duration at start),T-RECL-

0000 = Success

-Call duration at process end

0001 = Error

0002 = Max No Input

0003 = Max No Match

0200 = Caller Hang Up

Developer notes

The parameter values above are taken from 5130-GetDOB-Date in the KBA spec. These are the latest ones we have on record. Please validate these against the ones that you have in the deployed code.

Remove all global grammars for this DM.

(The following notes are based on 5130-GetDOB-Date in KBA spec)

Although the application does not explicitly guide callers to use DTMF for the Date of Birth entry, it is enabled.

Date entry should be in the form of MM/DD/YY to be accepted.

Trim the grammar so that the day of the week is not allowed.

For CPR of date playback, insert 250 msec silence between month and day, and 500 msec silence between day and year

Set Confidential Flag to TRUE

6135-CS-DBWait-Msg

Play Prompt
(Based on 5220-CheckingNow-Msg in KBA spec) Tell the caller there may be a short delay while we check the information they gave us.

Entering from
6125-CS-GetDOB-DM, 6122 Get DoB Check Condition

Prompts
Msg. Number		Name		Wording
52201		6135-CS-DBWait-Prompt-1		Hold on while I check our database. It may take a few seconds.

Req ID				Condition	Action
6135-CS-DBWait-Condition-Always				Always	Go to: 6140-CS-Authenticate-DB

Reporting
Record = U-	RECL		-Msg_6135-(Call Duration at start),T-RECL-			0000 = Success	-Call duration at process end
						0001 = Error
						0200 = Caller Hang Up

Developer notes
No barge-in set test data to V-COAD-SSN_1-(duration), T-COAD-0000-(duration)

6140-CS-Authenticate-DB

Database Query
(Based on 5230-QueryKB-DB in KBA spec) Check the Knowledge Base database.

Entering from
6135-CS-DBWait-Msg

Input Field			Value			Description/Length
sid			SSATKCSHC, SSATKCSDEV, SSATKCSVAL, SSATKCSINT1, SSATKCSINT2			service id
func			AUTH			function code
requestId			numeric			10
ssn			numeric			9
dobMonth			01 -12			2
dobDay			01-31			2
dobYear			CCYY			4

ani			numeric			10

Output Field			Description
verification status			success or failure

Req ID				Condition	Action
6140-CS-Authenticate-Condition-Success				IF success (i.e., <statusCode> = 0000)	Go to: 6145-CS-AuthSuccess-Msg
6140-CS-Authenticate-Condition-SysProblems				Else if <statusCode> = 0151 or 7777	Go to: 6151-CS-AuthSystemProblems-Msg
6140-CS-Authenticate-Condition-SysUnavailable				Else if <statusCode> = 0152	Go to: 6153-CS-AuthSystemUnavailable-Msg
6140-CS-Authenticate-Condition-AcctBlocked				Else if <statusCode> = 0508	Go to: 6152-CS-AuthAcctBlocked-Msg
6140-CS-Authenticate-Condition-NoMatch				Else if <statusCode> = 0108	Go to: 6150-CS-AuthCannotMatch-Msg
6140-CS-Authenticate-Condition-OtherIssue				Else if <statusCode> = 9999 or Other	Go to: ~~6154-CS-AuthCannotProcess-Msg~~

Reporting
Record = D-	RECL	-HDB_6140-(Call Duration at start),T-RECL-					0000 = Success	-Call duration at process end
							0001 = System Error
							0408 = Resource Not Available
							0503 = Not Valid Data
							0004 = Caller Hang Up
Developer Notes

6145-CS-AuthSuccess-Msg

Play Prompt
(Based on 5250-SaySuccess-Msg in KBA spec) Tell caller they've been verified.

Entering from
6140-CS-Authenticate-DB

Prompts
Msg. Number		Name		Wording
52501		6145-CS-AuthSuccess-Prompt-1		OK, everything checks out.

Req ID				Condition	Action
6145-CS-AuthSuccess-Condition-Always				Always	Go to: 6160-CS-GetConfNumber-DM

Reporting
Record = U-	RECL		-Msg_6145-(Call Duration at start),T-RECL-			0000 = Success	-Call duration at process end
						0001 = Error
						0200 = Caller Hang Up

Developer notes
No barge-in

6150-CS-AuthCannotMatch-Msg

Play Prompt
(Based on 5260-SayFailure-Msg in KBA spec) <statusCode> = 0108 during Authentication.

Entering from
6140-CS-Authenticate-DB

Prompts
Msg. Number		Name		Wording
85018		6150-CS-AuthCannotMatch-Prompt-1		Sorry, we cannot match the information that you provided.

Req ID				Condition	Action
6150-CS-AuthCannotMatch-Condition-Always				Always	Go to: 6211-ForcedTransfer-BC

Reporting
Record = U-	RECL		-Msg_6150-(Call Duration at start),T-RECL-			0000 = Success	-Call duration at process end
						0001 = Error
						0200 = Caller Hang Up

Developer notes
No barge-in This prompt is based on Message 9052 in email from C. Walton, August 16, 2007. Per C. Walton’s instructions, the prompt wording that describes the system problem has been kept the same, while the end-of-prompt navigation instructions have been edited to fit this application

6151-CS-AuthSystemProblems-Msg

Play Prompt
Return code 0151 or 7777 during Authentication or other codes in Ping.

Entering from
6110-CS-Ping-DB, 6140-CS-Authenticate-DB

Prompts
Message Number		Type / Name		Wording
85019		6151-CS-AuthSystemProblems-Prompt-1		Due to system problems, we are unable to process your request at this time.

Req ID				Action
6151-CS-AuthSystemProblems-Condition-Always				Always	Go to: 6211-ForcedTransfer-BC

Reporting
Record = U-	RECL		-Msg_6151-(Call Duration at start),T-RECL-			0000 = Success	-Call duration at process end
						0001 = Error
						0200 = Caller Hang Up

Developer notes
No barge-in This prompt is the same as Message 9054 in email from C. Walton, August 16, 2007. Per C. Walton’s instructions, the prompt wording that describes the system problem has been kept the same, while the end-of-prompt navigation instructions have been edited to fit this application

6152-CS-AuthAcctBlocked-Msg

Play Prompt
(Based on 5270-AccountBlocked-Msg in KBA spec) Return Code 0508 during authentication

Entering from
6140-CS-Authenticate-DB

Prompts
Message Number		Name		Wording
85020		6152-CS-AuthAcctBlocked-Prompt-1		If the information you gave us is correct, we’re sorry but this service is not available to you. If the information you gave is correct and you are currently receiving benefits, online and telephone access to your account may be blocked.

Req ID				Condition	Action
6152-CS-AuthAcctBlocked-Condition-Always				Always	Go to: 6211-ForcedTransfer-BC

Reporting
Record = U-	RECL		-Msg_6152-(Call Duration at start),T-RECL-			0000 = Success	-Call duration at process end
						0001 = Error
						0200 = Caller Hang Up

Developer notes
No barge-in This prompt is based on Message 9019 in email from C. Walton, August 16, 2007. Per C. Walton’s instructions, the prompt wording that describes the system problem has been kept the same, while the end-of-prompt navigation instructions have been edited to fit this application.

6153-CS-AuthSystemUnavailable-Msg

Play Prompt
Return code 0152 during Authentication

Entering from
6140-CS-Authenticate-DB, 6110-CS-Ping-DB

Prompts
Message Number		Type / Name		Wording
85021		6153-CS-AuthSystemUnavailable-Prompt-1		I'm sorry, but the system is unavailable at this time.

Req ID				Action
6153-CS-AuthSystemUnavailable-Condition-Always				Always	Go to: 6211-ForcedTransfer-BC

Reporting
Record = U-	RECL		-Msg_6153-(Call Duration at start),T-RECL-			0000 = Success	-Call duration at process end
						0001 = Error
						0200 = Caller Hang Up

Developer notes
No barge-in This prompt is based on Message 9051 in email from C. Walton, August 16, 2007. Per C. Walton’s instructions, the prompt wording that describes the system problem has been kept the same, while the end-of-prompt navigation instructions have been edited to fit this application

6154-CS-AuthCannotProcess-Msg

Play Prompt
<statusCode> = 9999 or Other during Authentication. This state tells the caller we cannot process their request.

Entering from
6140-CS-Authenticate-DB

Prompts
Message Numbers		Type / Name		Wording
85022		6154-CS-AuthCannotProcess-Prompt-1		We’re sorry, we are unable to process your request.

Req ID				Action
6154-CS-AuthCannotProcess-Condition-Always				Always	Go to: 6211-ForcedTransfer-BC

Reporting
Record = U-	RECL		-Msg_6154-(Call Duration at start),T-RECL-			0000 = Success	-Call duration at process end
						0001 = Error
						0200 = Caller Hang Up

Developer notes
No barge-in This prompt is based on Message 9008 in email from C. Walton, August 16, 2007. Per C. Walton’s instructions, the prompt wording that describes the system problem has been kept the same, while the end-of-prompt navigation instructions have been edited to fit this application

6160-CS-GetConfNumber-DM

Digits DialogModule™

This module asks for the caller’s confirmation number

Entering from

6145-CS-AuthSuccess-Msg

Prompts

Message Number

Type / Name

Wording

85023

6160-CS-GetConfNumber-Prompt-Initial-1

Now, let’s look up your claim.

250

250 ms. silence

85024

6160-CS-GetConfNumber-Prompt-Initial-2

When you first submitted your claim, you should have received an 8-digit confirmation number. Please say or enter your confirmation number, or say “I don’t have it.”

85025

6160-CS-GetConfNumber-Prompt-Retry1

[Global Default] Please say or enter the 8-digit confirmation number for the claim you submitted, or say “I don’t have it”.

85026

6160-CS-GetConfNumber-Prompt-Retry2

[Global Default] If you submitted your claim at a Social Security office, the confirmation number is printed on your application. If you submitted your claim online, the website would have displayed your confirmation number for you. So, go ahead and say or enter your 8-digit confirmation number, or say “I don’t have it”.

85027

6160-CS-GetConfNumber-Prompt-Timeout1

[Global Default] Please say or enter the 8-digit confirmation number for the claim you submitted, or say “I don’t have it”.

85028

6160-CS-GetConfNumber-Prompt-Timeout2

85029

6160-CS-GetConfNumber-Prompt-Help

If you submitted your claim at a Social Security office, the confirmation number is printed on your application. If you submitted your claim online, the website would have displayed your confirmation number for you. If you don’t have the number handy, it’s ok to hang up now, and then call back later when you have the number with you. If you don’t have a confirmation number at all, just say, “I don’t have it.” Otherwise, go ahead and say or enter your 8-digit confirmation number now.

85030

6160-CS-GetConfNumber-Prompt-Success-1

Play this prompt after caller confirms “yes”

Good, let me check on that claim -- just a moment.

Option

Vocabulary

DTMF

Action

Confirm.

6160-CS-GetConfNumber-Option-ConfNum

Any 8-digit string

Allow prefix phrases including these and others as needed:

[yes | ok | alright] [it is | confirmation number ]

<8 digits>

Always

6160-CS-GetConfNumber-Option-DontHave

I don’t have it

I didn’t get one

and variations as needed

Go to: 6200-GiveUpSendSomewhere-BC, condition Agent Request.

If necessary

Confirmation prompts

Message Number

Name

Wording

Result

82024

6160-CS-GetConfNumber-ConfPrompt-ConfNum1

I heard:

I heard: <conf_number>. is that right?

<conf_number>

CPR

1 2 3 4 - 5 6 7 8

50209

6160-CS-GetConfNumber-ConfPrompt-ConfNum2

Is that right?

85031

6160-CS-GetConfNumber-ConfPrompt-DontHave

You don’t have your confirmation number, is that right?

Confirmation Option

Vocabulary

DTMF

Action

Confirm.

6160-CS-GetConfNumber-ConfOption-Yes

“Yes [it is]”

“[Yes] that's right”

“Right”

“[That's] correct”

Play appropriate Success prompt above.

Go to: 6170-CS-LookupConfNumber-DB

Never

6160-CS-GetConfNumber-ConfOption-No

“No [it isn't]” “No it’s not”

“[No] that's not right”

Re-enter Dialog Module per default behavior

Never

DialogModule parameters

Parameter

Value

Reporting

Reporting

Record = U-

RECL

-DM_6160-(Call Duration at start),T-RECL-

0000 = Success

-Call duration at process end

0001 = Error

0002 = Max No Input

0003 = Max No Match

0200 = Caller Hang Up

Developer Notes

As of v.2.6.13 (Tuning 2), modified params as follows:

6170-CS-LookupConfNumber-DB

Database Query

This is a database query to retrieve the claim(s) associated with the caller’s confirmation number. There can be up to 3 associated claims found, but it is most common to have just one.

Entering from

6160-CS-GetConfNumber-DM

Input Field

Value

Description/Length

sid

SSATKCSHC,

SSATKCSDEV,

SSATKCSVAL,

SSATKCSINT1,

SSATKCSINT2

service id

func

INFO

function code

requestId

numeric

confNumber

numeric

ani

numeric

jsessionid

alphanumeric string

100

pd-h-session-id

alphanumeric string

100

pd_stateful

alphanumeric string

100

pd-id

alphanumeric string

4000

Output Field

Description (From SSA Data Exchange Document -- See Developer Notes)

Required

2 characters

10 (Retirement Benefits)

11 (Hospital Insurance Only)

20 (Disability Benefits)

31 (Widow’s or Widower’s Insurance Benefits)

32 (Mother’s or Father’s Benefits)

33 (Child’s Insurance Benefits – Survivor)

34 (Parent’s Benefits)

36 (Widow’s or Widower’s Insurance Benefits)

41 (Wife’s or Husband’s Insurance Benefits)

42 (Spouse With Child in Care Benefits)

43 (Child’s Insurance Benefits – Life)

46 (Wife’s or Husband’s Insurance Benefits)

47 (Widow’s or Widower’s Insurance Benefit)

48 (Childhood Disability Benefits)

49 (Student Benefits)

50 (Hospital Insurance)

60 (Lump Sum Death Payments)

70 (Benefits at Age 72 for Uninsured Individuals)

80 (Health Insurance Benefits Under Medicare for Individuals with Chronic Renal Disease)

Required

1 character

A (Adjudicated)

P (Pending)

Optional

1 character

Y (if issues pending other than <toDDS1>, <reconDecReq1>, <fedRevDec1>, or <inOHA1>)

Optional

8 characters

MMDDYYYY

The Disability Determination Service in your state is processing the medical portion of your claim.

Optional

8 characters

MMDDYYYY

As of today’s date, a decision has not been made on your reconsideration request.

Optional

8 characters

MMDDYYYY

As of today’s date, a decision has not been made on your request for Federal Reviewing Official Review.

Optional

8 characters

MMDDYYYY

As of today’s date, the Office of Disability Adjudication and Review has not made a decision on your appeal request.

<age1>

Optional

8 characters

MMDDYYYY

Proof of age pending.

(Keep this spelling?? This spelling is from the SSA Data Exchange Document v1.2, section 5.7.2)

Optional

8 characters

MMDDYYYY

Amended application pending.

Optional

8 characters

MMDDYYYY

Proof of citizenship pending.

Optional

8 characters

MMDDYYYY

Proof of number holder name change pending.

Optional

8 characters

MMDDYYYY

Proof of claimant name change pending.

Optional

8 characters

MMDDYYYY

Proof of earnings pending.

Optional

8 characters

MMDDYYYY

Proof of lawful presence pending.

Optional

8 characters

MMDDYYYY

Proof of marriage pending.

Optional

8 characters

MMDDYYYY

Proof of military service pending.

Optional

8 characters

MMDDYYYY

Proof of special wages pending.

Optional

8 characters

MMDDYYYY

Proof of death pending.

Optional

8 characters

MMDDYYYY

Proof of relationship pending.

Optional

8 characters

MMDDYYYY

Proof that you provided at least one-half support to your parents pending.

Optional

8 characters

MMDDYYYY

Proof of End Stage Renal Disease pending.

Optional

8 characters

MMDDYYYY

Proof of full-time school attendance pending.

Optional

8 characters

MMDDYYYY

Proof of attorney representation pending.

Optional

8 characters

MMDDYYYY

Application for benefits under a U.S. International Social Security agreement pending.

Optional

8 characters

MMDDYYYY

Request for hearing pending.

Optional

8 characters

MMDDYYYY

Request for reconsideration pending.

Optional

8 characters

MMDDYYYY

Proof of good cause for filing late appeal request pending.

Optional

8 characters

MMDDYYYY

Medical information for your reconsideration request (Form SSA-3441) pending.

Optional

8 characters

MMDDYYYY

Medical information for your hearing request (Form SSA-3441) pending.

Optional

8 characters

MMDDYYYY

Request for Federal Reviewing Official Review pending.

Optional

See Developer Notes below for notes on remaining fields

Req ID

Condition

Action

6170-CS-LookupConfNumber-Condition-OneClaim

IF success (ie “<statusCode> = 0000”)

AND

If claim status for exactly 1 claim is returned

I.e., <claimType1> is returned.

AND

<claimType2> and <claimType3> are NOT returned)

Set <CanHearAgainMsg_played> = ‘no’

Set <num_claims> = 1

Set <current_claim> = 1

(The above are dialog variables, which will be used for callflow logic.)

Go to: 6180-CS-ReadStatus-Msg

6170-CS-LookupConfNumber-Condition-TwoClaims

Else if success (ie “<statusCode> = 0000”)

AND

Claim status for 2 claims is returned

I.e., <claimType1> is returned

AND

<claimType2> is returned

AND <claimType3> is NOT returned

Set <CanHearAgainMsg_played> = ‘no’

Set <num_claims> = 2

Set <current_claim> = 1

(The above are dialog variables, which will be used for callflow logic.)

Go to: 6175-CS-ReadNextClaimYN-DM

6170-CS-LookupConfNumber-Condition-ThreeClaims

Else if success (ie “<statusCode> = 0000”)

AND

Claim status for 3 claims is returned

I.e., <claimType1 is returned

AND

<claimType2> is returned

AND

<claimType3> is returned

Set <CanHearAgainMsg_played> = ‘no’

Set <num_claims> = 3

Set <current_claim> = 1

(The above are dialog variables, which will be used for callflow logic.)

Go to: 6175-CS-ReadNextClaimYN-DM

6170-CS-LookupConfNumber-Condition-SysProblems

Else if <statusCode> = 0151 or 7777

Go to: 6171-CS-ClaimSystemProblems-Msg

6170-CS-LookupConfNumber-Condition-SysUnavailable

Else if <statusCode> = 0152

Go to: 6173-CS-ClaimSystemUnavailable-Msg

6170-CS-LookupConfNumber-Condition-OtherIssue

Else if <statusCode> = 9999 or Other

Go to: 6174-CS-ClaimCannotProcess-Msg

Reporting

Record = D-

RECL

-HDB_6170-(Call Duration at start),T-RECL-

0000 = Success

-Call duration at process end

0001 = System Error

0408 = Resource Not Available

0503 = Not Valid Data

0004 = Caller Hang Up

Developer Notes

The output fields are from the TKCS_Data_Exchange_Protocol.doc, v1.2, section 5.7.2, provided by SSA. The Data Exchange document (DED) is subject to future change by SSA; however, the information in this UI spec is based on v1.2 of the DED.

The “Output Fields” listed above all have names ending in “1”. These all refer to the first or only claim retrieved for this confirmation number.

If 2 claims are returned for this confirmation number, there will also be output fields named <claimType2>, <claimStatus2>, etc. -- the same long list of fields that were returned for Claim 1.

If 3 claims are returned, there will also be output fields named <claimType3>, <claimStatus3>, etc. -- the same long list of fields.

The values in the table above will be used for reading out claim types, status, and dates in DMs 6175 and 6180.

6171-CS-ClaimSystemProblems-Msg

Play Prompt
Return code 0151 or 7777 when looking up confirmation number.

Entering from
6170-CS-LookupConfNumber-DB

Prompts
Message Number		Type / Name			Wording
82121		6171-CS-ClaimSystemProblems-Prompt-1			Due to system problems, we are unable to process your request at this time.

Req ID				Action
6171-CS-ClaimSystemProblems-Condition-Always					Always	Go to: 6211-ForcedTransfer-BC


Reporting
Record = U-	RECL		-Msg_6171-(Call Duration at start),T-RECL-				0000 = Success	-Call duration at process end
							0001 = Error
							0200 = Caller Hang Up

Developer notes
No barge-in This prompt is the same as Message 9054 in email from C. Walton, August 16, 2007. Per C. Walton’s instructions, the prompt wording that describes the system problem has been kept the same, while the end-of-prompt navigation instructions have been edited to fit this application

6173-CS-ClaimSystemUnavailable-Msg

Play Prompt
Return code 0152 when looking up confirmation number.

Entering from
6170-CS-LookupConfNumber-DB

Prompts
Message Number		Type / Name		Wording
82122		6173-CS-ClaimSystemUnavailable-Prompt-1		I'm sorry, but the system is unavailable at this time.

Req ID				Action
6173-ClaimSystemUnavailable-Condition-Always				Always	Go to: 6211-ForcedTransfer-BC

Reporting
Record = U-	RECL		-Msg_6173-(Call Duration at start),T-RECL-			0000 = Success	-Call duration at process end
						0001 = Error
						0200 = Caller Hang Up

Developer notes
No barge-in This prompt is based on Message 9051 in email from C. Walton, August 16, 2007. Per C. Walton’s instructions, the prompt wording that describes the system problem has been kept the same, while the end-of-prompt navigation instructions have been edited to fit this application.

6174-CS-ClaimCannotProcess-Msg

Play Prompt
<statusCode> = 9999 or Other when looking up confirmation number. This state tells the caller we cannot process their request.

Entering from
6170-CS-LookupConfNumber-DB

Prompts
Message Number		Type / Name		Wording
82128		6174-ClaimCannotProcess-Prompt-1		We’re sorry, we are unable to process your request.

Req ID				Action
6174-ClaimCannotProcess-Condition-Always				Always	Go to: 6211-ForcedTransfer-BC

Reporting
Record = U-	RECL		-Msg_6174-(Call Duration at start),T-RECL-			0000 = Success	-Call duration at process end
						0001 = Error
						0200 = Caller Hang Up

Developer notes

6175-CS-ReadNextClaimYN-DM

Yes/No DialogModule™

This DM lets the caller choose whether to hear each claim in turn.

Entering from

6170-CS-LookupConfNumber-DB, 6190-CS-MultiClaimEnd-DM

Developer Notes / Entry Logic

Some of the variables below contain an ‘N’, e.g., <claimTypeN>.

Before playing out the prompts, set N= <current_claim>. I.e., N will be set to 1 or 2 or 3, depending on which claim is being reviewed. This will enable us to properly play out the claim type for each claim.

Prompts

Message Number

Name

Condition

Wording

85032

6175-CS-ReadNextClaimYN-Prompt-Initial-01

If <current_claim> = 1 AND <num_claims> = 2

I found two claims under your confirmation number. I’ll read them one at a time.

85033

6175-CS-ReadNextClaimYN-Prompt-Initial-02

Else If <current_claim> = 1 AND <num_claims> = 3

I found three claims under your confirmation number. I’ll read them one at a time.

Else

(no prompt)

85034

6175-CS-ReadNextClaimYN-Prompt-Initial-03

If <current_claim> = 1

The first claim is for:

85035

6175-CS-ReadNextClaimYN-Prompt-Initial-04

Else if <current_claim> = 2 AND <num_claims> = 2

The other claim is for:

85036

6175-CS-ReadNextClaimYN-Prompt-Initial-05

Else if <current_claim> = 2 AND <num_claims> = 3

The next claim is for:

85037

6175-CS-ReadNextClaimYN-Prompt-Initial-06

Else if <current_claim> = 3 AND <num_claims> = 3

The last claim is for:

85038

6175-CS-ReadNextClaimYN-Prompt-Initial-07

If <claimTypeN> = 10

Retirement Benefits.

85039

6175-CS-ReadNextClaimYN-Prompt-Initial-08

Else if <claimTypeN> = 11

Hospital Insurance Only.

85040

6175-CS-ReadNextClaimYN-Prompt-Initial-09

Else if <claimTypeN> = 20

Disability Benefits.

85041

6175-CS-ReadNextClaimYN-Prompt-Initial-10

Else if <claimTypeN> = 31 or 36 or 47

Widow's or Widower's Insurance Benefits.

85042

6175-CS-ReadNextClaimYN-Prompt-Initial-11

Else if <claimTypeN> = 32

Mother's or Father's Benefits.

85043

6175-CS-ReadNextClaimYN-Prompt-Initial-12

Else if <claimTypeN> = 33

Child's Insurance Benefits -- Survivor.

85044

6175-CS-ReadNextClaimYN-Prompt-Initial-13

Else if <claimTypeN> = 34

Parent's Benefits.

85045

6175-CS-ReadNextClaimYN-Prompt-Initial-14

Else if <claimTypeN> = 41 or 46

Wife's or Husband's Insurance Benefits.

85046

6175-CS-ReadNextClaimYN-Prompt-Initial-15

Else if <claimTypeN> = 42

Spouse With Child in Care Benefits.

85047

6175-CS-ReadNextClaimYN-Prompt-Initial-16

Else if <claimTypeN> = 43

Child's Insurance Benefits -- Life.

85048

6175-CS-ReadNextClaimYN-Prompt-Initial-17

Else if <claimTypeN> = 48

Childhood Disability Benefits.

85049

6175-CS-ReadNextClaimYN-Prompt-Initial-18

Else if <claimTypeN> = 49

Student Benefits.

85050

6175-CS-ReadNextClaimYN-Prompt-Initial-19

Else if <claimTypeN> = 50

Hospital Insurance.

85051

6175-CS-ReadNextClaimYN-Prompt-Initial-20

Else if <claimTypeN> = 60

Lump Sum Death Payments.

85052

6175-CS-ReadNextClaimYN-Prompt-Initial-21

Else if <claimTypeN> = 70

Benefits at Age 72 for Uninsured Individuals.

85053

6175-CS-ReadNextClaimYN-Prompt-Initial-22

Else if <claimTypeN> = 80

Health Insurance Benefits Under Medicare for Individuals with Chronic Renal Disease.

85054

6175-CS-ReadNextClaimYN-Prompt-Initial-24

If <current_claim> = 1

Do you want to hear the status of that claim first?

85055

6175-CS-ReadNextClaimYN-Prompt-Initial-25

Else if <current_claim> = 2

Do you want to hear the status of *that* claim now?

85056

6175-CS-ReadNextClaimYN-Prompt-Initial-26

Else if <current_claim> = 3

Would you like to hear the status of *that* claim?

The remainder of the table contains the Retry, Timeout, Help, and Success prompts

85057

6175-CS-ReadNextClaimYN-Prompt-Retry1

Retry 1

Always

[ Global Default] Would you like to hear the *status* of that claim?

85058

6175-CS-ReadNextClaimYN-Prompt-Retry2-a

Retry 2

If <current_claim> is LESS THAN <num_claims>

[Global Default] If you want to hear the status of that claim, press one. To go to your *next* claim press two. If you need to hear the claim description again, press three.

85059

6175-CS-ReadNextClaimYN-Prompt-Retry2-b

Else if <current_claim> = <num_claims>

[ Global Default] That was the last claim I found. If you would you like to hear the status of that claim, press one. For ‘no’ press two. If you need to hear the claim description again, press three.

85060

6175-CS-ReadNextClaimYN-Prompt-Timeout1

Timeout 1

Always

Sorry, I didn’t hear you. Would you like to hear the *status* of that claim? If you need to hear the claim description again, say ‘Repeat’.

85061

6175-CS-ReadNextClaimYN-Prompt-Timeout2-a

Timeout 2

If <current_claim> is LESS THAN <num_claims>

I’m sorry, but I’m still having trouble hearing you. If you want to hear the status of that claim, say ‘yes’ or press 1. To go to your *next* claim, say ‘no’ or press 2. If you need to hear the claim description again, say ‘Repeat’.

85062

6175-CS-ReadNextClaimYN-Prompt-Timeout2-b

Else if <current_claim> = <num_claims>

I’m sorry, but I’m still having trouble hearing you. That was the last claim I found. Would you like to hear the status of that claim? Please say ‘yes’ or press 1; or say ‘no’ or press 2. If you need to hear the claim description again, say ‘Repeat’.

85063

6175-CS-ReadNextClaimYN-Prompt-Help

Help: Always

I found more than one claim under your confirmation number. I’m reading the claim descriptions, so you can choose to look up the claim status for each claim, one at a time. If you’d like to hear the status of the claim that I just mentioned, say ‘yes’ or press 1. If you want to move on to the next claim, say ‘no’ or press 2. If you need to hear the claim description again, you can say ‘repeat’.

00121

6175-CS-ReadNextClaimYN-Prompt-Success-1

If caller says “yes” in this DM

Okay.

00120

6175-CS-ReadNextClaimYN-Prompt-Success-2

If caller says “no” in this DM

All right.

Req ID

Vocabulary

DTMF

Condition

Action

Confirm.

6175-CS-ReadNextClaimYN-Condition-Yes

yes and synonyms, including

“yes I do” “yes I would”

Always

Play appropriate Success prompt

Go to: 6180-CS-ReadStatus-Msg

never

6175-CS-ReadNextClaimYN-Condition-No1

No and synonyms, including

“no I don’t” “no I wouldn’t”

If <current_claim> = 1

Play appropriate Success prompt

Increment <current_claim>

Re-enter this DM

never

6175-CS-ReadNextClaimYN-Condition-No2

Else if <current_claim> = 2 AND <num_claims> = 3

Play appropriate Success prompt

Increment <current_claim>

Re-enter this DM

never

6175-CS-ReadNextClaimYN-Condition-No3

Else if

( <current_claim> = 3 )

( <current_claim> = 2 AND <num_claims> = 2 )

Go to: 6190-CS-MultiClaimEnd-DM

never

6175-CS-ReadNextClaimYN-Condition-Repeat

‘repeat’

‘repeat that’

Always

Play the INITIAL prompt sequence for the current values of <current_claim> and <num_claims>.

never

DialogModule parameters

Parameter

Value

Reporting

Record = U-

RECL

-DM_6175-(Call Duration at start),T-RECL-

0000 = Success

-Call duration at process end

0001 = Error

0002 = Max No Input

0003 = Max No Match

0200 = Caller Hang Up

Developer Notes

Use specific treatment shown above for “repeat” command, instead of global ‘repeat’ behavior.

6180-CS-ReadStatus-Msg

Play Prompt
This DM plays the claim status information for one claim. If the caller has 2 or 3 claims, the callflow can bring the caller back to this DM multiple times. On each visit to this DM, the info for just one claim is read.

Entering from
6170-CS-LookupConfNumber-DB, 6175-CS-ReadNextClaimYN-DM, 6182-CS-RepeatStatusYN-DM, 6190-CS-MultiClaimEnd-DM, 6185-CS-OneClaimEnd-DM

Developer Notes / Entry Logic
Many of the variables below contain an ‘N’, e.g., <claimStatusN>, <pendingIssuesN>, etc. Before playing out the prompts, set N= <current_claim>. I.e., N will be set to 1 or 2 or 3, depending on which claim is being reviewed. This will enable us to properly play out <claimStatus1> or <claimStatus2> or <claimStatus3>, and the associated prompts for that claim. (The value of <current_claim> is set in 6170, 6175, 6185, and 6190.)
Prompts
Message Number	Name	Condition	Wording

First, check the value of <CanHearAgainMsg_played>. This value is set and changed in 6170 and 6180.

85065	--6180-CS-ReadStatus-Prompt-Initial-34	If <CanHearAgainMsg_played> = ‘no’	Always	After I read this information, you’ll be able to hear it again as many times as you like.
		Else	(no prompt)	--

If claim has been adjudicated (i.e., <claimStatusN> = A), use the following prompts.

85066	6180-CS-ReadStatus-Prompt-Initial-01	If claim has been adjudicated (i.e., <claimStatusN> = A)	Always	Please note that the following statements are informational only, and are current as of today.
85067	6180-CS-ReadStatus-Prompt-Initial-02	If claim has been adjudicated (i.e., <claimStatusN> = A)	Always	A decision has been made on your claim. You will receive the decision by U.S. Mail.

ELSE if claim is pending (i.e., <claimStatusN> = P), use the prompt logic in the table below.

85068

6180-CS-ReadStatus-Prompt-Initial-03

ELSE if claim is pending

(i.e., <claimStatusN> = P)

Always

The following statements are informational only. They are current as of today. You will receive the official notice of any decision made on your claim by U.S. mail.

85069

6180-CS-ReadStatus-Prompt-Initial-04

Always

A decision has *not* been made on your claim.

85070

6180-CS-ReadStatus-Prompt-Initial-05

IF TWO OR MORE of the following are filled with a valid entry (i.e., not null AND not 00000000): <ageN>, <ammendedAppN>, <citizenN>, <nhNameChangeN>, <claimantNameChangeN>, <earningsN>, <lawfulPresenceN>, <marriageN>, <militaryN>, <specialWageN>, <deathN>, <relationshipN>, <supportN>, <endStageRenalN>, <schoolAttendN>, <attorneyRepN>, <foreignBenefitsN>, <hearingRequestN>, <reconRequestN>, <fedRevReqN>, <causeN>, <medicalReconN>, <medicalHearingN>

(Else if 0 or 1 of those are filled, don’t play this prompt. Proceed to the next row of the table.)

We’ve requested the following documents from you:

85071

6180-CS-ReadStatus-Prompt-Initial-06

IF <ageN> is filled

We requested your proof of Age on

CPR

<date> (CPR should use the format, “June third, 2007.” with sentence-final intonation.)

85072

6180-CS-ReadStatus-Prompt-Initial-07

IF <ammendedAppN> is filled

(Keep this spelling?? This spelling is from the SSA Data Exchange Document v1.2, section 5.7.2)

We requested your amended application on

CPR

<date> (CPR should use the format, “June third, 2007.” with sentence-final intonation.)

85073

6180-CS-ReadStatus-Prompt-Initial-08

IF <citizenN> is filled

We requested your proof of citizenship on

CPR

<date> (CPR should use the format, “June third, 2007.” with sentence-final intonation.)

85074

6180-CS-ReadStatus-Prompt-Initial-09

IF <nhNameChangeN> is filled

We requested proof of the number holder’s *name change* on

CPR

<date> (CPR should use the format, “June third, 2007.” with sentence-final intonation.)

85075

6180-CS-ReadStatus-Prompt-Initial-10

IF <claimantNameChangeN> is filled

We requested proof of the claimant’s *name change* on

CPR

<date> (CPR should use the format, “June third, 2007.” with sentence-final intonation.)

85076

6180-CS-ReadStatus-Prompt-Initial-11

IF <earningsN> is filled

We requested proof of earnings on

CPR

<date> (CPR should use the format, “June third, 2007.” with sentence-final intonation.)

85077

6180-CS-ReadStatus-Prompt-Initial-12

IF <lawfulPresenceN> is filled

We requested proof of lawful presence on

CPR

<date> (CPR should use the format, “June third, 2007.” with sentence-final intonation.)

85078

6180-CS-ReadStatus-Prompt-Initial-13

IF <marriageN> is filled

We requested proof of marriage on

CPR

<date> (CPR should use the format, “June third, 2007.” with sentence-final intonation.)

85079

6180-CS-ReadStatus-Prompt-Initial-14

IF <militaryN> is filled

We requested proof of military service on

CPR

<date> (CPR should use the format, “June third, 2007.” with sentence-final intonation.)

85080

6180-CS-ReadStatus-Prompt-Initial-15

IF <specialWageN> is filled

We requested proof of special wages on

CPR

<date> (CPR should use the format, “June third, 2007.” with sentence-final intonation.)

85081

6180-CS-ReadStatus-Prompt-Initial-16

IF <deathN> is filled

We requested proof of death on

CPR

<date> (CPR should use the format, “June third, 2007.” with sentence-final intonation.)

85082

6180-CS-ReadStatus-Prompt-Initial-17

IF <relationshipN> is filled

We requested proof of relationship on

CPR

<date> (CPR should use the format, “June third, 2007.” with sentence-final intonation.)

85083

6180-CS-ReadStatus-Prompt-Initial-18

IF <supportN> is filled

We requested proof that you provided at least one-half support to your parents; this was requested on

CPR

<date> (CPR should use the format, “June third, 2007.” with sentence-final intonation.)

85084

6180-CS-ReadStatus-Prompt-Initial-19

IF <endStageRenalN> is filled

We requested proof of End Stage Renal Disease on

CPR

<date> (CPR should use the format, “June third, 2007.” with sentence-final intonation.)

85085

6180-CS-ReadStatus-Prompt-Initial-20

IF <schoolAttendN> is filled

We requested proof of full-time school attendance on

CPR

<date> (CPR should use the format, “June third, 2007.” with sentence-final intonation.)

85086

6180-CS-ReadStatus-Prompt-Initial-21

IF <attorneyRepN> is filled

We requested proof of attorney representation on

CPR

<date> (CPR should use the format, “June third, 2007.” with sentence-final intonation.)

85087

6180-CS-ReadStatus-Prompt-Initial-22

IF <causeN> is filled

We requested proof of good cause for filing a late appeal request; we requested this on

CPR

<date> (CPR should use the format, “June third, 2007.” with sentence-final intonation.)

85088

6180-CS-ReadStatus-Prompt-Initial-23

IF <medicalReconN> is filled

We requested medical information for your reconsideration request -- that’s Form SSA-3441. This was requested on

CPR

<date> (CPR should use the format, “June third, 2007.” with sentence-final intonation.)

85089

6180-CS-ReadStatus-Prompt-Initial-24

IF <medicalHearingN> is filled

We requested medical information for your hearing request -- that’s Form SSA-3441. This was requested on

CPR

<date> (CPR should use the format, “June third, 2007.” with sentence-final intonation.)

85090

6180-CS-ReadStatus-Prompt-Initial-25

IF <foreignBenefitsN> is filled

We are waiting for your application for benefits under a U.S. International Social Security agreement. We requested this on

CPR

<date> (CPR should use the format, “June third, 2007.” with sentence-final intonation.)

85091

6180-CS-ReadStatus-Prompt-Initial-26

IF <hearingRequestN> is filled

We are waiting for your “Request for hearing” form. We requested this form on

CPR

<date> (CPR should use the format, “June third, 2007.” with sentence-final intonation.)

85092

6180-CS-ReadStatus-Prompt-Initial-27

IF <reconRequestN> is filled

We are waiting for your “Request for Reconsideration” form. We requested this form on

CPR

<date> (CPR should use the format, “June third, 2007.” with sentence-final intonation.)

85093

6180-CS-ReadStatus-Prompt-Initial-28

IF <fedRevReqN> is filled

We are waiting for your “Request for Federal Reviewing Official Review” form. We requested this form on

CPR

<date> (CPR should use the format, “June third, 2007.” with sentence-final intonation.)

85094

6180-CS-ReadStatus-Prompt-Initial-29

IF ONE OR MORE of the following are filled with a valid entry (i.e., not null AND not 00000000): <ageN>, <ammendedAppN>, <citizenN>, <nhNameChangeN>, <claimantNameChangeN>, <earningsN>, <lawfulPresenceN>, <marriageN>, <militaryN>, <specialWageN>, <deathN>, <relationshipN>, <supportN>, <endStageRenalN>, <schoolAttendN>, <attorneyRepN>, <foreignBenefitsN>, <hearingRequestN>, <reconRequestN>, <fedRevReqN>, <causeN>, <medicalReconN>, <medicalHearingN>

Your application is being processed. Please send or take those documents to the office that is processing your claim. We will return any documents that you send us.

85095

6180-CS-ReadStatus-Prompt-Initial-30

IF <toDDSN> is filled

The Disability Determination Service in your state is processing the medical portion of your claim.

85096

6180-CS-ReadStatus-Prompt-Initial-31

IF <reconDecReqN> is filled

As of today, a decision has not been made on your reconsideration request.

85097

6180-CS-ReadStatus-Prompt-Initial-32

IF <fedRevDecN> is filled

As of today, a decision has not been made on your request for Federal Reviewing Official Review.

85098

6180-CS-ReadStatus-Prompt-Initial-33

IF <inOHAN> is filled

As of today, the Office of Disability Adjudication and Review has not made a decision on your appeal request.

Req ID

Condition

Action

6180-CS-ReadStatus-Condition-Always

If <num claims> = 1

Go to: 6185-CS-OneClaimEnd-DM

else

Go to: 6182-CS-RepeatStatusYN-DM

DialogModule parameters

Parameter

Value

Reporting

Record = U-

RECL

-Msg_6180-(Call Duration at start),T-RECL-

0000 = Success

-Call duration at process end

0001 = Error

0200 = Caller Hang Up

Developer notes

6182-CS-RepeatStatusYN-DM

Yes/No DialogModule™

After playing Claim Status for one claim, this DM offers the caller the chance to repeat it.

Entering from

6180-CS-ReadStatus-Msg

Prompts

Message Number

Type / Name

Condition

Wording

1000

[1 sec silence]

85099

6182-CS-RepeatStatusYN-Prompt-Initial-1

Would you like to hear that again?

85100

6182-CS-RepeatStatusYN-Prompt-Retry1

[ Global Default] If you’d like to hear the claim status again, say ‘yes’ or press 1. If not, say ‘no’ or press 2.

85101

6182-CS-RepeatStatusYN-Prompt-Timeout1

Sorry, I didn’t hear you. If you’d like to hear the claim status again, say ‘yes’ or press 1. If not, say ‘no’ or press 2.

00120

6182-CS-RepeatStatusYN-Prompt-Success-1

If “yes”

All right.

00121

6182-CS-RepeatStatusYN-Prompt-Success-2

If “no”

Okay.

Req ID

Vocabulary

DTMF

Condition

Action

Confirm.

6182-CS-RepeatStatusYN-Condition-Yes

yes and synonyms, including

“yes I would” “yes please”

Always

Play appropriate Success prompt

Go to: 6180-CS-ReadStatus-Msg

never

6182-CS-RepeatStatusYN-Condition-No

no and synonyms, including

“no I wouldn’t” “no thanks”

Always

Play appropriate Success prompt

Go to: 6190-CS-MultiClaimEnd-DM

never

DialogModule parameters

Parameter

Value

Reporting

Record = U-

RECL

-DM_6182-(Call Duration at start),T-RECL-

0000 = Success

-Call duration at process end

0001 = Error

0002 = Max No Input

0003 = Max No Match

0200 = Caller Hang Up

Developer Notes

6185-CS-OneClaimEnd-DM

CustomContext DialogModule™

The caller comes here after they’re done repeating the claim status. This DM is used if just one claim exists for the confirmation number, because it doesn’t offer a “next claim” option.

Entering from

6180-CS-ReadStatus-Msg

Prompts

Msg. Number

Type / Name

Wording

85102

6185-CS-OneClaimEnd-Prompt-Initial-1

To hear that again, say "repeat that". If you’re done, you can just hang up. Or you can say “Main Menu,” or, if you have any other questions about your claim, say “other question.”

85103

6185-CS-OneClaimEnd-Prompt-Retry1

[ Global Default] To hear that again, say "repeat that". To make another request, say ‘Main Menu’. If you have more questions about your claim, say ‘other question’. And if you’re done, you can just hang up.

85104

6185-CS-OneClaimEnd-Prompt-Retry2

[ Global Default] To hear that again, say "repeat that". If you’d like to make another request, say ‘Main Menu’ or press 9. If you have other questions or concerns about your claim, say ‘other question’ or press 2. And if you’re done, you can simply hang up.

85105

6185-CS-OneClaimEnd-Prompt-Timeout 1

Sorry, I didn’t hear anything. To hear that again, say "repeat that". To make another request, say ‘Main Menu’. If you have more questions about your claim, say ‘other question’. And if you’re done, you can just hang up.

85106

6185-CS-OneClaimEnd-Prompt-Timeout 2

Sorry, I didn’t hear anything. To hear that again, say "repeat that". If you’d like to make another request, say ‘Main Menu’ or press 9. If you have other questions or concerns about your claim, say ‘other question’ or press 2. And if you’re done, you can simply hang up.

Req ID

Vocabulary

DTMF

Action

Confirm.

6185-CS-OneClaimEnd-Condition-RPT

"Repeat"

“Repeat that”

Go to 6180-CS-ReadStatus-Msg

never

6185-CS-OneClaimEnd-Condition-Other

“other question” “other questions” “question” etc.

Go to:6200-GiveUpSendSomewhere-BC , condition Agent Request

If necessary

6185-CS-OneClaimEnd-Condition-MM

“Main Menu”

Go to Main Menu in N8NN

never

Confirmation prompts

Message Number

Name

Wording

85133

6185-CS-OneClaimEnd-ConfPrompt-Other

You have another question, is that correct?

DialogModule parameters

Parameter

Value

Reporting

Record = U-

RECL

-DM_6185-(Call Duration at start),T-RECL-

0000 = Success

-Call duration at process end

0001 = Error

0002 = Max No Input

0003 = Max No Match

0200 = Caller Hang Up

Developer Notes

Global Help is disabled in this dialog module. All other Global Commands are active

6190-CS-MultiClaimEnd-DM

CustomContext DialogModule™

The caller comes here after they’re done repeating the claim status. This DM is used if the caller has more than one claim.

Entering from

6175-CS-ReadNextClaimYN-DM, 6182-CS-RepeatStatusYN-DM

Prompts

Msg. Number

Type / Name

Condition

Wording

85108

6190-CS-MultiClaimEnd-Prompt-Initial-1

If previous DM was 6175-CS-ReadNextClaimYN-DM

Those were the only claims I found. To hear them again, say “repeat”. If you have other questions about your claims, say “other questions”. <pause> You can also say “main menu” or, if you’re done, you can just hang up.

85109

6190-CS-MultiClaimEnd-Prompt-Initial-2

Else if <current_claim> = 1

To hear your next claim, say, “next claim.” If you have other questions about your claims, say “other questions”. <pause> You can also say “Main Menu”. Or if you’re done, you can just hang up.

85110

6190-CS-MultiClaimEnd-Prompt-Initial-3

Else if <current_claim> = 2 AND <num_claims> = 2

That was the last claim I found. To hear the previous claim, say “previous claim.” If you have other questions about your claims, say “other questions”. <pause> You can also say “Main Menu”. Or if you’re done, you can just hang up.

85111

6190-CS-MultiClaimEnd-Prompt-Initial-4

Else if <current_claim> = 2 AND <num_claims> = 3

To hear your next claim, say, “next claim.” If you have other questions about your claims, say “other questions”. <pause> If you want to go back to your previous claim, say “previous claim.” You can also say “Main Menu”. Or if you’re done, you can just hang up.

85112

6190-CS-MultiClaimEnd-Prompt-Initial-5

Else if <current_claim> = 3 AND <num_claims> = 3

That was the last claim I found. If you have other questions about your claims, say “other questions”. <pause> If you want to go back to your previous claim, say “previous claim.” You can also say “Main Menu”. Or if you’re done, you can just hang up.

85113

6190-CS-MultiClaimEnd-Prompt-Retry1-a

Retry 1

If previous DM was 6175-CS-ReadNextClaimYN-DM

[ Global Default] Those were the only claims listed under your confirmation number. To hear them again, say “repeat”. If you have other concerns or questions about your claims, say “other questions”. <pause> You can also say “main menu” or, if you’re done, you can simply hang up.

85114

6190-CS-MultiClaimEnd-Prompt-Retry1-b

Else if <current_claim> = 1

[ Global Default] If you’d like to hear your next claim, say, ‘next claim’. If you have other concerns or questions about your claims, say “other questions”. <pause> You can also say “main menu” or, if you’re done, you can simply hang up.

85115

6190-CS-MultiClaimEnd-Prompt-Retry1-c

Else if <current_claim> = 2 AND <num_claims> = 2

[ Global Default] That was the last claim under your confirmation number. To hear your previous claim, say “previous claim.” If you have other concerns or questions about your claims, say “other questions”. <pause> You can also say “main menu” or, if you’re done, you can simply hang up.

85116

6190-CS-MultiClaimEnd-Prompt-Retry1-d

Else if <current_claim> = 2 AND <num_claims> = 3

[ Global Default] If you’d like to hear your next claim, say, ‘next claim.’ If you have other concerns or questions about your claims, say “other questions”. <pause> If you want to go back to your previous claim, say “previous claim.” You can also say “main menu” or, if you’re done, you can simply hang up.

85117

6190-CS-MultiClaimEnd-Prompt-Retry1-e

Else if <current_claim> = 3 AND <num_claims> = 3

[ Global Default] That was the last claim under your confirmation number. If you have other concerns or questions about your claims, say “other questions”. <pause> If you want to go back to your previous claim, say “previous claim.” You can also say “Main Menu” or, if you’re done, you can simply hang up.

6190-CS-MultiClaimEnd-Condition-Retry2

See Retry2 instructions at right

Play the global Retry2 prefix: [ Global Default]

Then play the appropriate INITIAL prompt listed above (Initial-1, Initial-2, Initial-3, Initial-4, OR Initial-5), which depends on the values of <current_claim> and <num_claims>.

This counts as Retry2, although we are re-using the initial prompt recordings.

85118

6190-CS-MultiClaimEnd-Prompt-Timeout1-a

Timeout 1

If previous DM was 6175-CS-ReadNextClaimYN-DM

Sorry, I didn’t hear anything. Those were the only claims listed under your confirmation number. To hear them again, say “repeat”. If you have other concerns or questions about your claims, say “other questions”. <pause> You can also say “main menu” or, if you’re done, you can simply hang up.

85119

6190-CS-MultiClaimEnd-Prompt-Timeout1-b

Else if <current_claim> = 1

Sorry, I didn’t hear anything. If you’d like to hear your next claim, say, ‘next claim’. If you have other concerns or questions about your claims, say “other questions”. <pause> You can also say “main menu” or, if you’re done, you can simply hang up.

85120

6190-CS-MultiClaimEnd-Prompt-Timeout1-c

Else if <current_claim> = 2 AND <num_claims> = 2

Sorry, I didn’t hear anything. That was the last claim under your confirmation number. To hear your previous claim, say “previous claim.” If you have other concerns or questions about your claims, say “other questions”. <pause> You can also say “main menu” or, if you’re done, you can simply hang up.

85121

6190-CS-MultiClaimEnd-Prompt-Timeout1-d

Else if <current_claim> = 2 AND <num_claims> = 3

Sorry, I didn’t hear anything. If you’d like to hear your next claim, say, ‘next claim.’ If you have other concerns or questions about your claims, say “other questions”. <pause> If you want to go back to your previous claim, say “previous claim.” You can also say “main menu” or, if you’re done, you can simply hang up.

85122

6190-CS-MultiClaimEnd-Prompt-Timeout1-e

Else if <current_claim> = 3 AND <num_claims> = 3

Sorry, I didn’t hear anything. That was the last claim under your confirmation number. If you have other concerns or questions about your claims, say “other questions”. <pause> If you want to go back to your previous claim, say “previous claim.” You can also say “Main Menu” or, if you’re done, you can simply hang up.

85123

6190-CS-MultiClaimEnd-Prompt-Timeout2-a

Timeout 2

If previous DM was 6175-CS-ReadNextClaimYN-DM

I’m sorry, but I still didn’t hear anything. Those were the only claims I found. To hear them again, say “repeat”. If you have other questions about your claims, say “other questions”. <pause> You can also say “main menu” or, if you’re done, you can just hang up.

85124

6190-CS-MultiClaimEnd-Prompt-Timeout2-b

Else if <current_claim> = 1

I’m sorry, but I still didn’t hear anything. To hear your next claim, say, “next claim.” If you have other questions about your claims, say “other questions”. <pause> You can also say “Main Menu”. Or if you’re done, you can just hang up.

85125

6190-CS-MultiClaimEnd-Prompt-Timeout2-c

Else if <current_claim> = 2 AND <num_claims> = 2

I’m sorry, but I still didn’t hear anything. That was the last claim I found. To hear the previous claim, say “previous claim.” If you have other questions about your claims, say “other questions”. <pause> You can also say “Main Menu”. Or if you’re done, you can just hang up.

85126

6190-CS-MultiClaimEnd-Prompt-Timeout2-d

Else if <current_claim> = 2 AND <num_claims> = 3

I’m sorry, but I still didn’t hear anything. To hear your next claim, say, “next claim.” If you have other questions about your claims, say “other questions”. <pause> If you want to go back to your previous claim, say “previous claim.” You can also say “Main Menu”. Or if you’re done, you can just hang up.

85127

6190-CS-MultiClaimEnd-Prompt-Timeout2-e

Else if <current_claim> = 3 AND <num_claims> = 3

I’m sorry, but I still didn’t hear anything. That was the last claim I found. If you have other questions about your claims, say “other questions”. <pause> If you want to go back to your previous claim, say “previous claim.” You can also say “Main Menu”. Or if you’re done, you can just hang up.

85129

6190-CS-MultiClaimEnd-Prompt-Success-1

If caller says “next” AND

<current_claim> = <num_claims>

Actually, there aren’t any more claims.

85130

6190-CS-MultiClaimEnd-Prompt-Success-2

If caller says “previous” AND

<current_claim> = 1

Actually, that was the first claim in your list.

Req ID

Vocab

DTMF

Condition

Action

Confirm.

6190-CS-MultiClaimEnd-Condition-Repeat1

repeat [that]

If previous DM was 6175-CS-ReadNextClaimYN-DM

(i.e., the caller said No to hearing any of the claims that were found)

Set <current_claim> = 1

Go to: 6175-CS-ReadNextClaimYN-DM

never

6190-CS-MultiClaimEnd-Condition-Repeat2

Else if previous DM was 6182-CS-RepeatStatusYN-DM

Go to: 6180-CS-ReadStatus-Msg

never

6190-CS-MultiClaimEnd-Condition-Next1

next [claim]

If <current_claim> is LESS THAN <num_claims>

Increment <current_claim>

Go to: 6175-CS-ReadNextClaimYN-DM

never

6190-CS-MultiClaimEnd-Condition-Next2

Else

If <current_claim> = <num_claims>

Play appropriate Success prompt above.

Then play the appropriate Initial prompt again.

If necessary

6190-CS-MultiClaimEnd-Condition-Previous1

previous [claim]

“previous claims”

If <current_claim> = 2 or 3

Set <current_claim> = 1

Go to: 6175-CS-ReadNextClaimYN-DM

never

6190-CS-MultiClaimEnd-Condition-Previous2

Else if <current_claim> = 1

(i.e., there are no previous claims)

Play appropriate Success prompt above.

Then play the appropriate Initial prompt again

If necessary

6190-CS-MultiClaimEnd-Condition-Other

“other question” “other questions” “question” etc.

Always

Go to: 6200-GiveUpSendSomewhere-BC, condition Agent Request

If necessary

Confirmation prompts

Message Number

Name

Wording

85131

6190-CS-MultiClaimEnd-ConfPrompt-Next

You asked for the *next* claim, is that right?

85132

6190-CS-MultiClaimEnd-ConfPrompt-Previous

You asked for the *previous* claim, is that right?

85133

6190-CS-MultiClaimEnd-ConfPrompt-Other

You have another question, is that correct?

DialogModule parameters

Parameter

Value

Reporting

Record = U-

RECL

-DM_6200-(Call Duration at start),T-RECL-

0000 = Success

-Call duration at process end

0001 = Error

0002 = Max No Input

0003 = Max No Match

0200 = Caller Hang Up

Developer Notes

DTMF commands are not active because the available options and ordering differ by condition.

Use specific treatment shown above for “repeat” command, instead of global ‘repeat’ behavior.

Global Help is disabled in this dialog module. All other Global Commands are active.

6200-GiveUpSendSomewhere-BC

Branch on Condition
(Based on 1130-GiveUpSendSomewhere-Check in N8NN spec) If the caller had max retries or max timeouts, they come to this DM.

Entering from
Any DM

Condition	Action
If Max Timeout/ Retry	Go to: N8NN Main, 1130-GiveUpSendSomewhere-Check
If Caller requests Agent	Go to: N8NN Main Menu, Module 1201-BranchOnCondition-Check

Event logging

6211-ForcedTransfer-BC

Branch on Condition
If the caller needs Agent assistance, or is required to go to an Agent due to an authentication failure or database failure, they come here.

Entering from
6150-CS-AuthCannotMatch-Msg, 6151-CS-AuthSystemProblems-Msg 6152-CS-AuthAcctBlocked-Msg, 6153-CS-AuthSystemUnavailable-Msg, 6154-CS-AuthCannotProcess-Msg, 6171-CS-ClaimSystemProblems-Msg, 6173-CS-ClaimSystemUnavailable-Msg, 6174-CS-ClaimCannotProcess-Msg,

Req ID	Condition	Action
6211-ForcedTransfer-Condition-Day	IF Day	Go to: 6213-ForcedTransferToAgent-Msg
6211-ForcedTransfer-Condition-Night	Else Night or Holiday	Go to: 6216-ForcedTransferNoAgents-Msg

Event logging

6213-ForcedTransferToAgent-Msg

Play Prompt
If the caller is required to go to an Agent due to an authentication failure or database failure, this state transfers them.

Entering from
6211-ForcedTransfer-BC

Prompts
Msg. number	Type / Name			Wording
82129	6213-ForcedTransferToAgent-Prompt-1			I'll transfer you to an agent who can help you. If you have a long wait for an agent, note that our lines are busiest early in the week and early in the month, so if your business can wait, it's best to call at other times. Hold on while I transfer you.

Req ID					Action
6213-ForcedTransferToAgent-Condition-Always					Transfer to Agent

Reporting

Reporting
Record = U-		RECL	-Msg_6213-(Call Duration at start),T-RECL-			0000 = Success	-Call duration at process end
						0001 = Error
						0200 = Caller Hang Up

Developer notes

6216-ForcedTransferNoAgents-Msg

Play Prompt
If the caller is required to go to an Agent due to an authentication failure or database failure, but no agents are on duty, the call flow comes here.

Entering from
6211-ForcedTransfer-BC

Prompts
Msg. Number		Type / Name		Wording
82130		6216-ForcedTransferNoAgents-Prompt-1		Unfortunately there are no agents available to help you because our offices are closed. Please call back during business hours, seven A M to seven P M, Monday through Friday, except for Federal holidays. Our lines are busiest early in the week and early in the month, so if your business can wait, it's best to call at other times. Thank you for calling Social Security. Goodbye.

Req ID				Action
6216-ForcedTransferNoAgents-Condition-Always				Hang Up

Reporting
Record = U-	RECL		-Msg_6216-(Call Duration at start),T-RECL-		0000 = Success	-Call duration at process end
					0001 = Error
					0200 = Caller Hang Up

Developer notes

—End of Specification —

REVISED PRIVACY ACT STATEMENT

Privacy Act Statement

Collection and Use of Personal Information

Section 205 of the Social Security Act, as amended, authorizes us to collect the requested information to allow access to our automated telephone services. We will use the information you provide for authentication purposes to enable you to access our automated telephone services. The Privacy Act (5 U.S.C. & 552a(b)) permits us to disclose the information you provide in accordance with approved routine uses. Giving us this information is voluntary; however, failing to provide us with all or part of the information may prevent you from using SSA’s automated telephone services. Additional information regarding this program, our routine uses of your information, and other Social Security programs, is available on our internet website, www.socialsecurity.gov, or at your local Social Security office.

File Type	application/msword
File Title	SSA SARA2 UIspec ClaimStatus
Author	Blackston, Sheila L.
Last Modified By	889123
File Modified	2013-06-14
File Created	2013-06-14