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

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Overview

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Sheet 1: Sheet1

Test Name

Description

# OF CONDITIONS

Step Name

Step Description

Expected result

TEST DESIGNER

SUBJECT

AUTOMATION STATUS

TEST VERSION

Status

CallMaster Project

CallMaster TestSet

TMRC_Sanity

Confirm the application is capable of successfully confirming the caller will be sent a replacement medicare card IF TEST FAILS, please record the following for the developers: 1-Date of Transaction: 2-Time of Transaction: 3-Traffic File Reason Code for Authentication App: (did the transaction authenticated and recorded at Traffic File?) 4-Traffic File Reason Code for Business App: (did the business transaction record in the Traffic File?) 5-All required data was collected on the phone before the failure message was heard: (Yes or No) 6-What happened that made transaction fail?

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Step 1

Calling instructions, not available as of yet.

bredwood

Sanity\TS_TMRC_Sanity

Automate

tv1

Ready

TMRC

TS_TMRC_Sanity

Step 2

Call is connected and the caller receives the Welcome msg.

[mm0100_out_01] Thank you for calling Social Security.

Step 3

Caller receives option to select Spanish

[mm0110_ini_01] Para español, marque 'Estrella.'

Step 4

Caller receives message from mm0120_RecordingMsg.

[mm0120_ini_01] To ensure quality, your call may be monitored or recorded.

Step 5

If 'emergency message' exists it is played at this time.is available to be played

MM0140_EmergencyMsg plays if exists.

Step 6

Caller receives Website info.

[mm0160_out_01] You can find the Social Security Administration online at 'social security dot G O V.'

Step 7

Caller enters the speak free portion of the Main Menu where the system will play one of 3 randomized versions.

NOTE: MORE THAN ONE POSSIBLE PROMPT: (mm0210_ini_01, ini_02 or ini_03) Okay. To get started, you can say things like 'check claim status' or 'I need a replacement card.' So, briefly tell me why you're calling.

Step 8

Caller speaks the application requested below: 'replace my medicare card'

[mm0210_cnf_ini_04] You're calling about your 'Medicare card.' Right?

Step 9

Caller says "YES"

[mm0210_out_04] Okay. Medicare Replacement Card.

Step 10

System now prepares to leave the Main Menu and enter the Medicare Replacement Card application.

[mm0565_MRC_SD] Variables are set for KBA and pings the host database for TMRC

Step 11

System determines application is available and passes caller onto the Knowledge Based Application (KBA).

[bv0130, ka0100, ka0105, ka0110, ka0200] [ka0200_out_03, ka0200_NC3_ka0210] Before I can access your records, I'll need to ask a question or two to verify who you are.

Step 12

System plays the Attestation to the caller.

[ka0210_ini_05] Social Security is allowed to collect this information under the Social Security Act, and the collection meets the requirements of the Paperwork Reduction Act under O.M.B. number '0 9 6 0 0 5 9 6.' The whole process should take about 4 minutes. [ka0210_ini_10] To hear detailed information about the Privacy Act or Paperwork Reduction Act, say 'More Information.' Otherwise, say 'Continue.'

Step 13

Caller speaks the response of 'continue' or selects the DTMF value of '2'.

[ka0270_ini_01] 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. Do you understand and agree to these terms?

Step 14

Caller speaks the response of 'yes' or selects the DTMF value of '1'.

[ka0270_out_01, ka0300, ka0310] Alright, thanks. Let's keep going.

Step 15

System determines if the SSN of the caller needs to be collected.

[ka0310_ini_02] First, what's your Social Security number?

Step 16

Caller speaks their 9 digit Social Security Number or enters it on the telephone keypad.

[ka0310_cnf_ini_01, ka0310_cnf_ini_02, gl_cnf_ini_02] Just to make sure, your Social Security number is... [ssn] Right?

Step 17

Caller confirms the SSN repeated is correct by speaking the response of 'Yes' or enters the DTMF value of '1' on the telephone keypad.

[ka0310_out_01] Thanks.

Step 18

At this point the system determines if TNRS database hit will be done before or after the first name collection. Currently the default is set not to use TNRS.

If tnrs_db_upfront = false [ka0320, ka0325, ka0330, ka0340, na0110] Sets parameter values that are needed by the NameOSDM dialog and caller is navigated into the NameOSDM portion of KBA.

Step 19

Caller receives the introduction message from the NameOSDM section for condition 'If names_to_collect == 'FIRST' or 'FIRST_LAST' 7 Condition spelling_only =='false'.

[na0110_out_01] Now… [na0120_ini_01] Please say, then spell, just your first name. For example, if your first name was Robin, you'd say "Robin: R O B I N." Go ahead.

Step 20

Caller pronounces their first name and then spells it clearly.

[na0120_out_01] All right.

Step 21

System asks the caller to now speak and spell their last name.

[na0130_ini_01] Now let me get your LAST name, including the spelling.

Step 22

Caller pronounces their last name and then spells it clearly.

[na0130_out_01] Thanks.

Step 23

System repeats back the name captured for confirmation.

[na0200_ini_01, na0200_ini_02, na0200_ini_03, na0200_ini_04, na0200_ini_05] Let me read that back. Your first name is { firstname } ...spelled: { firstnamespelling } [na0200_ini_08] And last name {lastname} ...spelled: {lastnamespelling} [na0200_ini_26] Did I get that right?

Step 24

Caller confirms the name repeated is correct by speaking 'Yes' or entering the DTMF of '1'.

[na0210_out_01] Great. Thanks.

Step 25

System returns the caller to the calling dialog module which now asks for the alternate last name.

[ka0340, ka0400, ka0410_ini_01] Some people have ANOTHER last name that might be listed under their social security number (a professional or maiden name, for example). Do YOU have another last name?

Step 26

Caller responds by speaking 'Yes' or entering the DTMF of '1'. NOTE: Caller can say 'No' here and skip three steps below to get to the DOB question.

[ka0430, na0110_out_05] Okay [na0130_ini_02] Please say, then spell, your OTHER LAST NAME.

Step 27

Caller pronounces their other last name and then spells it clearly.

[na0130_out_01, na0200_ini_01, na0200_ini_14, na0200_ini_16, na0200_ini_26] Thanks. Let me read that back. Your other last name is {other lastname} spelled { lastnamespelling} Did I get that right?

Step 28

Caller confirms the name repeated is correct by speaking 'Yes' or entering the DTMF of '1'.

[na0210_out_01] Great. Thanks.

Step 29

Now the caller is asked to provide their DOB.

[ka0340, ka0500, ka0510_ini_01] Now, what's your date of birth?

Step 30

Caller speaks their DOB or enters it on the telephone keypad using format MMDDYYYY.

[ka0510_cnf_ini_01, ka0510_cnf_ini_02, gl_cnf_ini_02] That was [dob] Right?

Step 31

Caller confirms by speaking 'Yes' or entering the DTMF of '1'.

[ka0510_out_01] Thank you.

Step 32

System determines the Maiden Name, POB & Last Payment Amount is not required for this application.

[ka0600, ka0700, ka0800, ka0900] Caller bypasses the rest of the authentication modules.

Step 33

System processes the authentication questions to the backend.

[ka0900_out_02] Please hold on [ka0900_out_03] I've got everything I need. Hold on while I submit this

Step 34

Backend successfully verifies the authentication data and communicates this to the front end.

[ka0900, ka0910, ka0920, ka0920_out_01] All right. We're all set.

Step 35

Caller is now passed into the specific application initially requested.

[mr0210_out_01] You should receive your Replacement Medicare Card in the mail within four weeks.

Step 36

Caller is given options of what to do next.

[bv0220, bv0220_out_01, mm0505, mm0200] If you're finished, feel free to hang up. Otherwise…

Step 37

Caller is passed back to the Main Menu to module mm0210 where the system plays one of 3 randomized versions to assist the caller further.

mm0210_ini_07 Briefly tell me what else I can help you with. You can say things like 'get a replacement 1099' or 'update my personal information.' So, how can I help you? mm0210_ini_08 Briefly tell me what else I can help you with. You can say things like 'find a social security office.' or 'set up direct deposit.' So, how can I help you? mm0210_ini_09 Briefly tell me what else I can help you with. You can say things like 'update my personal information' or 'find a social security office.' So, how can I help you?

Step 38

Verify transaction is recorded in the Traffic File within TSO51.

A successful record is recorded in the Traffic File.

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Sheet 2: Sheet2

Step 35	Caller speaks their DOB or enters it on the telephone keypad using format MMDDYYYY.	[ka0510_cnf_ini_01, ka0510_cnf_ini_02, gl_cnf_ini_02] That was [dob] Right?
Step 36	Caller confirms by speaking 'Yes' or entering the DTMF of '1'.	[ka0510_out_01, ka0510_NC1_ka0600] Thank you.
Step 37	Application determined the Mothers Maiden Name is required.	Conditions met = If ka_collectMothersMaidenName=true & =NULL so the caller is navigated to ka0610 & ka0620 & then onto the NAME OSDM module.
Step 38	The system determines the following conditions are met: Else (names_to_collect == 'LAST' & entryprompt == 'maiden_name_entryprompt'	[na0110_out_06] Next…
Step 39	The system determines the following conditions are met: Else (names_to_collect == 'LAST' & spelling_only == 'false'	[na0110_NC3_na0130, na0130_ini_03] Please say, then spell, your mother's MAIDEN NAME.
Step 40	Caller pronounces their Mother's Maiden name and then spells it clearly.	[na0130_out_01, na0200_ini_01, na0200_ini_20, na0200_ini_25, na0200_ini_26] Thanks. Let me read that back. Your mother's maiden name is {lastname} spelled { lastnamespelling} Did I get that right?
Step 41	Caller confirms the name repeated is correct by speaking 'Yes' or entering the DTMF of '1'.	[na0200_Yes_NC1_na0210] [na0210_out_01] Great. Thanks.
Step 42	The system determines the following conditions are met: ka_collectPlaceOfBirth=true & =NULL.	[ka0700_NC1_ka0710, ka0710_ini_01] Now tell me the U.S. STATE or TERRITORY where you were born. If you were born somewhere else, just say 'Other.'
Step 43	Caller speaks their POB located within the United States clearly.	[ka0710_cnf_ini_01, gl_cnf_ini_02] You were born in...(POB) Right?
Step 44	Caller confirms the name repeated is correct by speaking 'Yes' or entering the DTMF of '1'.	[ka0710_out_01] Thanks. [ka0710_NC1_ka0800]
Step 45	The system determines the following conditions are met: ka_collectPaymentAmount=true & =NULL.	[ka0810_ini_01] Last question - what was the amount of your last benefit check.
Step 46	Caller clearly speaks their last payment amount or enters it on the telephone keypad.	[ka0810_NC1_ka0900,
Step 47	System determines this is not for TMRC or TBEV so the Else condition is met.	[ka0900_out_02] Please hold on while I look this up. It may take a few seconds…
Step 48	The return is a success so the call is processed.	[ka0910_NC1_ka0920, ka0920_out_01 All right. We're all set.
	The caller is returned to the specific application initially requested.
	The success return navigates the caller to the Change Of Address ca0300 module and then onto the ca0310 module.	[ca0310_ini_01] What would you like to change - your 'Address,' your 'Phone Number,' or 'Both.'