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

Request for Internet Services-Authentication; 800# Automated Telephone Speech Technology-Authentication

1099 v3 13 8_PRODUCTION

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

OMB: 0960-0596

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Social Security Administration

User Interface Specification

Last Saved: March 16, 2010



Replacement 1099/1042s

Revised Attestation

3.13.8













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


Date

Spec

Summary of Changes

Revised by

08/09/2007

1.0

Initial version. Skeleton Spec: The tables are complete, but there is not yet text for retry, timeout, and help prompts.

Daniel Engelberg, Jenny DeGroot (Nuance)



Document history continues on next page


08/17/2007

1.1

Updates based on 08/13/2007 review meeting. Changes highlighted in yellow.

  • In all tables that are based on a table in another spec, added the name of the origin spec.

  • Globally, removed many references in Module Settings (last section of table), as these were copied from previous specs and often did not apply to current context.

  • Globally, filled in vocabulary and dtmf keys in options.

  • Globally, updated all "Entering From" links.

  • In 7020, during the rest of the year, changed link to go to 7038-FT-NewAddresYN-DM

  • In 7025, corrected typo in name of Prompt-1, and added Developer note explaining relation of this table to 7035-FT-NowWhatYN-DM

  • In 7026, corrected prompt names

  • In 7030, clarified purpose of DM in internal note, fixed "Entering from" (now 7038-FT-NewAddressYN-DM), and added Developer note explaining relation of this table to 7035-FT-NowWhatYN-DM

  • In 7035, "Replacement" option, changed so goes to 7036-FT-WhichYear-DM (new DM).

  • Added new DM, 7036-FT-WhichYear-DM, to disambiguate the year of the replacement 1099.

  • In 7037, changed "Yes" action to go to 7070-FT-Need2Ask-Msg; updated attestation wording with privacy/paperwork text, and added in secondary prompts.

  • In 7038, corrected "Entering from" as 7020-FT-CurrentDate-BC, corrected Initial prompt to say "Social Security" in full, and added in secondary prompts. The "No" condition now has an exit prompt and goes to 7030-FT-NotJanuary-Msg.

  • In 7070, adjusted Prompt-1 wording to say "several" questions.

  • In 7080, adjusted name collection parameter to collect first name first and then last name.

  • In 7090, adjusted Failure condition to go to 7095-FT-DOB-DM.

  • In 7115, added additional conditions and actions. (Results of Aug 1 meeting with L. Moore and email from C. Walton.)

  • In 7125, added reference to corresponding return code.

  • In 7150, changed Prompt-1 to say that we're starting with the FIRST name.

  • In 7165, added/changed prompt names for HighConf conditions.

  • In 7195, added/changed prompt names for "Yes" option.

  • Created new DMs 7121, 7122, and 7123 (Results of Aug 1 meeting with L. Moore and email from C. Walton.)

  • In 7125, added “Auth” to the DM title, changed prompt wording, and added developer note. (Results of Aug 1 meeting with L. Moore and email from C. Walton.)

  • In 7130, added “Auth” to the DM title, changed prompt wording, and added developer note. (Results of Aug 1 meeting with L. Moore and email from C. Walton.)

  • In 7230, modified Initial prompt for clearer wording and added secondary prompts.

  • In 7235, added secondary prompts and option vocabulary.

  • In 7240, changed prompts to read "...deceased person's..." and corrected prompt names.

  • In 7255, added return codes to OffSeason and other conditions and actions. (Results of Aug 1 meeting with L. Moore and email from C. Walton.).

  • In 7260, corrected prompt terminology to read "replacement 1099".

  • In 7265, added exit prompt for "No" option.

  • In 7270, added secondary prompts and exit prompt for "Main Menu" option.

  • In 7275, added additional conditions and actions. (Results of Aug 1 meeting with L. Moore and email from C. Walton.)

  • In 7280, corrected prompt terminology to read "replacement 1099", and corrected condition name.

  • In 7285, added Retry and ExitSuccess prompts.

  • In 7290, added Retry and ExitSuccess prompts.

  • In 7300, clarified Initial prompt wording and added secondary prompts.

  • Created new DMs 7301, 7302, 7303, 7304 (Results of Aug 1 meeting with L. Moore and email from C. Walton.).

  • In 7310, added prompt wording and developer note. (Results of Aug 16 meeting with L. Moore and email from C. Walton.)

  • After 7310, deleted note that referred to N8NN spec for return codes 151, 152, and others. These are handled in the new DMs within this spec. (Results of Aug 16 meeting with L. Moore and email from C. Walton.)

  • Throughout: Added Developer Notes about all parameter values that are shown here, stating that developer should validate these values against the parameters that are in currently deployed code.

Daniel Engelberg

08/20/2007

1.2

Made updates based on SSA email of Aug 17, 2007, highlighted green.



7025: Changed wording to “replacement 1099” in four places throughout the DM.

7030: Changed prompt 7030-FT-NotJanuary-Prompt-4 wording to “replacement 1099”.

7035: Changed wording to “replacement 1099”

7036: Changed wording to “replacement 1099” in Help and Success-1-b prompts.

7070: Changed wording to “replacement 1099”

7230: Changed wording to “replacement 1099” throughout the DM.

7235: Changed wording to “replacement 1099” throughout the DM.

7260: Changed wording to remove the phrase “the form”.

7280: Changed wording to remove the phrase “the form”. Fixed typo in prompt number and Req ID number.

7305: Changed wording to “replacement 1099” in four places throughout the DM.

J. DeGroot

08/23/2007

1.3

Changes based on client comments. Changes highlighted in blue.

  • 7255 & 7275 Success condition: added (ie “<statusCode> = 0000”)

  • 7255, 7275 & 7301: Removed references to "cannot match" and eliminated CannotMatch message table.

  • 7255 & 7275: Removed Account Blocked condition

  • 7304: Removed table

Daniel Engelberg

08/28/2007

1.4

Changes based on client comments. Changes highlighted in yellow.

  • Removed all highlighting carried over from previous versions.

  • Removed 7301 and 7304 tables that were struck out in previous version.

  • 7035: Added "replacement 1099" option; added note explaining behavior with respect to 7025 and 7030; changed module type to Custom Context; added "Main menu" option

  • 7095: Corrected error -- 7095-FT-DOB-Option-Date should have no action other than confirmation.

  • 7115: Added "return code = 0000" to Success condition

Daniel Engelberg

8/30/2007

1.5

Internal Nuance release. Changes based on client comments. Changes highlighted in blue.

7025:

  • Added conditions for playing CPR when the person is calling during Dec 15-31.

  • Changed the words “statements” and “form 1099” to “SSA 1099” in prompts.

7030: Changed the words “statements” and “form 1099” to “SSA 1099” in prompts.

7036-FT-WhichYear-DM:

  • Added conditions and actions for cases when caller requests current year and year minus one, in December 15-31 vs. January 1-31 of blackout period, and for invalid requests for future years.

  • Added conditions for playing CPR when person is calling during Dec 15-31 vs. Jan 1-31 in Success-1 prompt sequence.

  • Added confirmation prompts.

7037: Added pronunciation note for OMB number in the prompt.

7038:

  • Removed reference to Name confirmation (typo in description field).

  • Removed erroneous “entering from 7037.”

7280: Added prompt names for the concatenated phrases in the prompt.

7305: Changed the words “statements” and “form 1099” to “SSA 1099” in prompts.

Jenny DeGroot

09/04/2007

1.6

(In addition to the changes listed below, see the v1.5 list above.)



Changes highlighted in green.

  • Changed authentication sequence.

    • Was SSN – First Name – Last Name – Alt Name – DOB

    • Is now SSN – DOB – First Name – Last Name – Alt Name

  • Changed name collection approach from method used in KBA spec to method used in TPPW spec. See below for details. Functionally the approaches are almost identical, with the exception that now we confirm first name as soon as we collect it, rather than waiting to confirm first name and last name together. The main improvement is the simplification of the spec through reduction in the number of DMs; in addition the approach is more linear and no longer uses subroutines.

  • Globally, added dtmf options in Retry2, Timeout2 and Help prompts when missing. (Added in Retry1 in cases where there was no Retry2.)

  • Removed 7080, 7090, 7150, 7180, 7185, 7205

  • Changed numbering to retain sequential order following change in call-flow sequence:

    • 7070 changed to 7055

    • 7075 changed to 7060

    • 7095 changed to 7065

    • 7200 changed to 7085

    • 7085 changed to 7090

  • 7035: Added dtmf in secondary prompts

  • 7038: Clarified exit prompt reference in 7038-FT-NewAddressYN-Option-No

  • 7060: Added dtmf in secondary prompts; Changed 7060-FT-GetSSN-ConfOption-Yes to go to 7065 (DOB)

  • 7065: Changed "yes" option to go to 7075; Added dtmf in secondary prompts; clarified exit prompt references in Yes option

  • 7075: New DM combining previous 7165, 7170 and 7190

  • 7080: New DM combining previous 7155, 7160 and 7195

  • 7085: Deleted "with your name" from prompt-1 to make this DM more generic, as it is called by other parts of the spec. Updated "Entering from"; changed action to go to 6210.

  • 7090: Added dtmf to secondary prompts; Added exit prompts; updated go tos in Yes (to 7092) and No (to 7110) options

  • 7092: New DM (previously distributed across 7155, 7160 and 7195)

  • 7240: Added dtmf to secondary prompts. Corrected wording of Confirmation prompts to refer to the deceased person’s SSN, not “your” SSN.

  • 7265: Added dtmf to secondary prompts; clarified exit prompt reference in No option. Corrected Goto statement for Timeout.

  • 7270: Added dtmf to secondary prompts; clarified exit prompt reference in Main Menu option. Removed erroneous “entering from 7035”.

  • 7285: Added dtmf to secondary prompts

  • 7290: Added dtmf to secondary prompts

  • Throughout: Standardized the prompt names of Exit and Success prompts, so they are consistently named “...Success...”

  • 6210: Added DMs to “Entering from” section.

Daniel Engelberg

09/04/2007

1.6.1

Changes highlighted in green.



  • 7025: Split up Prompt-4 into Prompts 4 and 5, and added CPR to play the year instead of saying “January of next year.” The previously existing Prompt-5 was renamed Prompt-6.

J. DeGroot

09/12/2007

1.6.2

Removed Global Defaults from retry 1 and 2 prompts

Sean Stallings/VZB

09/19/2007

1.6.3

Added Message Numbers

Sean Stallings/VZB

09/21/2007

1.6.4

Made corrections to 7025

Sean Stallings/VZB

09/27/2007

1.6.5

Changed 6210 to 6211

Changed 6220 to 6221

Sean Stallings/VZB

09/28/2007

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, Privacy, in Chapter 1, for clarification purposes.

DECOMMISSIONED 24-June-2009 :: 7036-FT-WhichYear-DM: Changed DM type to Custom Context.

7037-FT-AttestationYN-DM: Now goes to the new module DM 7039. instead of 7055.

DM 7039: New DM added.: New DM added.

7045: Added “entering from” new module 7039.

: Changed DM type to Custom Context.

7121-FT-AuthSystemProblems-Msg: Added “entering from” DM 7039

7122-FT-AuthSystemUnavailable-Msg: Added “entering from DM 7039

7235-FT-ForDeceasedYN-DM: Changed DM type to Custom Context.

7285-FT-ValidateDeceasedRepeatYN-DM: Changed DM type to YesNo.

7300-FT-ValidateNoRelationshipMatch-DM: Added confirmation

Sean Stallings/VZB

10/25/2007

1.6.7

Added message 82140 to 7040

Added message 86185 to 7080 and 7192

Sean Stallings/VZB

11/01/2007

1.6.8

Changed msg. 82140 to 85140

Sean Stallings/VZB

11/20/2007

1.6.9

Updated DM7260. Broke msg 82107 into messages 82131, 82132, 82133, 82134

Updated Msg. 82050 in DM7075

Updated Msg. 82063 in DM7080

Updated Msg. 82076 in DM7092

Fixed broken hyperlink for 7039-FT-Ping-DB

Updated DM 7036-changed input field for Success Prompt 3

Updated DM 7075, removed retry 1, renamed retry 2 retry 1

Updated DM 7080, removed retry 1, renamed retry 2 retry 1

Updated DM 7092, removed retry 1, renamed retry 2 retry 1

Updated DM 7020, Removed msg. 82006

Updated DM 7030, Removed msg. 82010

Updated DM 7035, Added msg. 82006, 82010

Updated DM 7305, Removed msg. 82127

Sean Stallings/VZB

11/21/2007

1.7.0

Changed msg. 86185 to 82175

Sean Stallings/VZB

11/29/2007

1.7.1

Updated DM 7060, DM7240; Removed module note disabling DTMF in the confirmation.

Sean Stallings/VZB

01/04/2008

1.7.2

Updated Chapter 1 to clarify that all global default behavior found in N8NN is still valid for 1099.

DM 7290- Updated developer notes.

DM 7037 – replaced ‘#’ with the word ‘number’ for message 82025.

Sean Stallings/VZB

01/04/2008

1.7.3

DM 6226-Corrected typo, message 120401 changed to 12041.

Sean Stallings/VZB

01/23/2008

1.7.4

Updated DM 7075, 7080 and 7092. Added msg. 50348, removed global defaults from Respell1 and 2.

Sean Stallings/VZB

03/03/2008

1.7.5

Added Privacy statement to Introduction

Updated DM 7060, 7065, 7075, 7080, 7092; Added notes regarding confidentiality flag to module notes.

Added module 7045

Added module 7059

Added module 7064

Added module 7079

Added module 7089

Sean Stallings/VZB

03/06/2008

1.7.6

Corrected hyperlink errors in document history

Corrected typo in module 7064 DoB Check Condition

Corrected broken hyperlinks in DM 6211

Sean Stallings/VZB

03/10/2008

1.7.7

Updated 7045, 7059, 7064, 7070, 7079, 7089; Corrected reporting for “if else” conditions.

Sean Stallings/VZB

03/13/2008

1.7.8

Updated DM 7035; removed 2 second silence, updated wording for message 82010. Removed message 82011.

Updated DM 7075, 7080 and 7092; On 2nd no in confirmation callers will hear Retry 2 prompt.

Updated msg. 82131; removed “Ok” from prompt.

Sean Stallings/VZB

04/01/2008

1.7.9

Updated Reporting Strings for Last Name, First Name, Alt Name

Sean Stallings/VZB

04/01/2008

1.8

Added message numbers 82131 and 82132 to 7055

Clarified wording for 7045 Check Null Condition

Sean Stallings/VZB

04/11/2008

1.81

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

04/17/2008

1.82

Updated Module 7037 Added “Barge in” column to the prompt table, barge in is set to “false” for initial prompt, “true” for all others. Broke message 82025 into two separate messages, 82025 and 86238.


Updated Module 7265 Silence is reduced from two seconds to one second.

Updated Module 7285 Silence is reduced from two seconds to one second

Updated all [1 sec silence] message numbers to 1000, instead of 10000

Removed incorrect spaces from the reporting strings

Sean Stallings/VZB


Becky Stallings, VzB

05/06/2008

1.83

Updated Module 7036, added conditional logic for callers being routed to 7037

Updated Module 7037, added entry to ‘go to’ field, if callers exit this module Attestation Flag should be set to 1.

Sean Stallings/VZB

05/09/2008

1.84

Updated module 7055. Changed message number 82131 to 82135, and message number 82132 to 82136.

Sean Stallings/VZB

05/23/2008

1.85

Removed the barge-in settings for the Success prompts for DM7037. 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

06/24/2008

1.86

Corrected reporting string for module 7064-FT-DoB Check Condition, replaced ‘SSA’ with ‘DoB’

Sean Stallings/VZB

09/04/2008

3.0

Updated Module 7065, removed Note To Talent in the initial 1 prompt.

Updated module 7035, fixed typo in message 82010.


BBN Findings Update

  1. Updated module 7037; updated wording for retry 2, message 82027

  2. Updated module 7038, updated wording for retry 2, message 82033

  3. Updated module 7090, updated wording for retry 2, message 82069

  4. Updated module 7235, updated wording for retry 2, message 82094.

  5. Updated module 7075, 7080, 7092, updated wording for confirmation retry 2, message 82055

  6. Highlighted all BBN updates in Green

Sean Stallings/VZB

09/11/2008

3.01

Updated module 7235; corrected wording for message 82094, now more closely resembles original – for BBN Findings Update.

Sean Stallings/VZB

09/18/2008

3.02

Merged 1099_v2.4_TNRS with 1099_TVDC_v3.01.

Broke Module 7075 GetFirstName into A and B sections, Say and Spell and Spell Only – for TNRS effort

Broke Module 7080 GetLastName into A and B sections, Say and Spell and Spell Only – for TNRS effort

Broke Module 7092 GetAltName into A and B sections, Say and Spell and Spell Only – for TNRS effort

Added Module 7095 PostSSN-DB – for TNRS effort

Added REQ ID’s to modules 7075A, 7075B, 7080A, 7080B, 7092A, 7092B – for TNRS effort.

Added explanatory note to top of modules 7075A, 7075B, 7080A, 7080B, 7092A, 7092B – for TNRS effort.

Updated modules 7025 and 7065, removed ‘note to talent’ from initial prompt – this resolves ticket 22253.

Updated Module 7095, corrected hyperlink error in ‘entering from field’ – this resolves ticket 22262.

Updated module 7092B, corrected message name for confirmation apology prompt – this resolves ticket 22310.

Updated module 7092B, removed [global default] tag from retry 1/timeout 1. Because wording for this is contained in the message itself, the apology was playing twice – this resolves ticket 22337.

TNRS changes highlighted in Yellow

Verizon Business proprietary statement added to title page and page footers.

Updated module 7092B, removed [global default] tag from retry 1/timeout 1. Because wording for this is contained in the message itself, the apology was playing twice – this resolves ticket 22337.

Sean Stallings/VZB

09/30/2008

3.03

Updated module 7035; added message 82011 to play after initial 1 – this resolves ticket 22404.

Updated module 6226; updated wording so that it matches what is playing in N8NN Main Menu – this resolves ticket 22403.

Sean Stallings/VZB

10/13/2008

3.04

Updated Chapter 1; added Timeouts and Retries section. This section explains how timeouts and retries are handled. This is more coherent than the previous system of only using module notes – this resolves ticket 22420.


Updated input parameters for modules 7039, 7115 and 7225.


Removed Max Timeout/Retry entry from ‘Module Settings’ section of modules 7035, 7036, 7037, 7038, 7060, 7230, 7235, 7240, 7300 – this resolves ticket 22420.


Agent Transfer:

Agent Transfer is actually being done in main menu. UI has been updated to correctly document this.

  1. Updated module 6200, now shows that callers route back to Main Menu for Max Timeout/Retries and Agent Transfer.

  2. Removed modules 6203, 6206, 6221, 6223, 6226. These modules are duplicates of what is already documented in Main Menu.

  3. Updated modules 7075A, 7075B, 7080A, 7080B , 7092A, 7092B, 7302, 7303; 7310, these modules no longer route to module 6211, they now route to module 6200 on the Max Timeouts/ Retries condition.

  4. Updated modules 7035, 7036, 7038, 7125, 7130, 7235, 7265, 7270, 7285, 7290, these modules no longer route to module 6221, they now route to module 6200 on the Agent Request condition.

Sean Stallings/VZB

10/15/2008

3.04

Removed double HC 4.0 descriptions from DM 7255 and added the FUNC parameter.


Updated DM 7039 to reflect the HC 4.0 format per the HCID.


Updated DM 6200 Agent Transfer with the ‘as built’ destination DM of 1201 in the N8NN Main Menu.


Updated module 7235; added correct wording for retry 2, message 82094. Now has correct per BBN Findings effort – this resolves ticket 22431.

Kim Rothlis/VzB

10/20/2008

3.05

Updated Table of Contents

Sean Stallings/VZB

10/29/2008

3.06

Updated module 7075A; Added note to Action field for ‘Max Retry’, now plays [Global Default] message on exit. Updated ‘action’ column for Confirmation section, removing notes adding ‘no’ on confirmation condition.

Updated module 7075B; consolidated initial 1 and initial 2, since callers will not be entering on a condition. Updated ‘action’ column for Confirmation section, removing notes adding ‘no’ on confirmation condition.

Updated module 7080A; Added note to Action field for ‘Max Retry’, now plays [Global Default] message on exit. Updated ‘action’ column for Confirmation section, removing notes adding ‘no’ on confirmation condition.

Updated module 7080B; consolidated initial 1 and initial 2, since callers will not be entering on a condition. Updated ‘action’ column for Confirmation section, removing notes adding ‘no’ on confirmation condition.

Updated module 7092A; Added note to Action field for ‘Max Retry’, now plays [Global Default] message on exit. Updated ‘action’ column for Confirmation section, removing notes adding ‘no’ on confirmation condition.

Updated module 7092B; consolidated initial 1 and initial 2, since callers will not be entering on a condition. Updated ‘action’ column for Confirmation section, removing notes adding ‘no’ on confirmation condition.

Updated module 7095; consolidated all ‘max retry’ and ‘no on confirmation’ conditionals, since conditions are no longer in use. Conditions now only reference first, last and alt name.

Added REQID’s to modules 7045, 7055, 7059, 7064, 7070, 7079, 7089, 7095, and 6200.

Renamed ‘name’ column as ‘REQID’ in all modules that did not already have a REQID column. Removed ‘name’ column from modules that had both.

Renamed ‘option’ column as ‘REQID’ in all modules that did not already have a REQID column. Removed ‘option’ column from modules that had both.

Updated module 7035, max retry is now documented to follow the same logic as max timeout – this resolves ticket 22439.

Updated module 7300, added message number to confirmation prompt, now numbered 82135.


Updated module 7065, renumbered message number 50209 to 51309. The wording remains the same, but 51309 is specific to this application. Added notation to DialogModule Notes stating that for confirmation we will play the timeout 1 message for the timeout 2 condition. We also play the retry 1 message for the retry 2 condition. This is only for the Confirmation prompting – this resolves tickets 22448 and 22449.

Sean Stallings/VZB

11/04/2008

3.07

Updated module 7095, added parameters for reporting associated app ID.

Sean Stallings/VZB

11/06/2008

3.08

Updated modules 7075A, 7075B, 7080A, 7080B, 7092A, 7092B. Corrected REQID columns to show the current requirement ID’s being used by SSA.

Sean Stallings/VZB

11/20/2008

3.09

Updated modules 7302, 7303 and 7310. These modules now route to Module 6211 – this resolves tickets 22474, 22473, and 22472.

Updated module 6200; ‘Entering From’ now correctly shows all modules the that route to 6200. ‘Agent Request’ condition now routes to N8NN Main Menu, module 1220 NeedsAgentCheckAvailable.

Updated module 7036, Success 3a and 3b prompts are now listed as ‘Initial 2’. These will play when the caller re-enters the module.

Updated modules 7075A and 7075B, corrected cut and paste error in confirmation section. On max timeout/ retry callers should route to module 7085. Corrected typo in confirmation apology prompt. Removed Confirmation Apology to avoid double apology.

Updated modules 7080A and 7080B, corrected cut and paste error in confirmation section. On max timeout/ retry callers should route to module 7085. Removed Confirmation Apology to avoid double apology.

Updated modules 7092A and 7092B, corrected cut and paste error in confirmation section. On max timeout/ retry callers should route to module 7085. Removed Confirmation Apology to avoid double apology.

Updated module 7085, added module 7075A, 7075B, 7080A, 7080B, 7092A, 7092B to ‘Entering From’ field.

Updated module 6211, added additional clarification to module explanation. Note now states that callers will also come to 6211 for Agent assistance.

Sean Stallings/VZB

12/08/2008

3.10

Updated module 7036, updated requirement ID’s for Initial 2 prompts – this resolves ticket – 22481.

Sean Stallings/VZB

1/27/2009

3.11

Updated header

Sean Stallings/VZB

1/29/2009

3.12


Updated footer and incremented version number


Made the following tuning updates:

DM 7036: Tuning report section 4.1.12 Change the initial prompt in node DECOMMISSIONED 24-June-2009 :: 7036-FT-WhichYear-DM to improve performance. Chose possibility one.


DM 7265: tuning report section 4.1.18 Remove state 7265-FT ValidateSelfRepeatYN DM and provide the same functionality by placing a "repeat that option in 7270-FT-ValidateSelfAnythingElse-DM


changes highlighted in yellow.

Aaron Harmon

2/04/2009

3.12.1


DM 7035: Added synonym recommendations from tuning 1 to module’s Developer notes.


DM 7036:

Added synonym recommendations from tuning 1 to module’s Developer notes.

Modified wording under direction from VzB to prompt for ‘four-digit year’ rather that ‘full year’.


DM 7260: changed Go-to from 7265 to 7270


DM 7265: Demoted header, which has been deleted, to ‘Normal’ so that it no longer appears in TOC. Kept text for comparison. May be deleted in future revision.


DM 7270: Changed Main Menu option to DTMF 9 for consistency with other modules.

Peter Modesto

2/05/2009

3.12.2

Module 7260, updated ‘entering from’ field, removed module 7265.

Module 7270, Highlighted ‘9’ for the main menu DTMF.

Module 7035, updated message 82012, main menu is now DTMF 9. Updated the ‘DTMF’ options to reflect this change. Highlighted new developer notes at bottom of module. Highlighted change in yellow.

Module 7036, Highlighted new module notes.

Modules 7075A, 7075B, 7080A, 7080B, 7092A, 7092B, 7095—removed old highlighting.

Module 7290, updated message 82110, main menu is now DTMF 9. Updated the ‘DTMF’ options to reflect this change. Highlighted change in yellow.

Module 7300, updated message 82117, and 82119, main menu is now DTMF 9. Updated the ‘DTMF’ options to reflect this change.

Module 6200, removed 7265 from ‘entering from’ field. Highlighted change in yellow.

Sean Stallings/VZB

2/10/2009

3.12.3


Corrected doc history for version 3.12: changed reference in 2nd bullet from DM 7036 to DM 7265.


DM 7036: changed reference to ‘duplicate’ 1099 to the more standard ‘replacement 1099

DM 7260: added reference to DM 7270 in the Entering From field.

DM 7270: added REQID for ‘repeat’ option


Highlighted change in green.

Peter Modesto

Nuance

2/23/2009

3.12.4

Updated module 7270, renumbered message 82110 to 82137. renumbered message 82109 to 82138.

Sean Stallings/VZB

2/27/2009

3.12.5

Updated module 7300, renumbered message 82135 to correct number 82144—this resolves ticket 586997

Sean Stallings/VZB

3/05/2009

3.12.6

Updated module 7110, added 7090 to ‘entering from’ field.

Sean Stallings/VZB

3/13/2009

3.12.7

Added reporting tags to all modules except name capture modules.

Updated module 7020, removed module 7265 from the ‘entering from’ field—595554.

Updated module 6211, ‘entering from’ field now shows modules 7302 and 7303—this resolves ticket 593072.

Updated module 7110, ‘entering from’ field now shows module 7090—this resolves ticket 589764.

Sean Stallings/VZB

4/28/2009

3.12.8

Updated Timeouts and Retries section. Added prompting for timeout global default.

Sean Stallings/VZB

5/26/2009

3.12.9

Updated module 6200, agent request now routes to module 1201.

Removed struck through text from previous updates.

Updated module 6211, removed modules 7075A, 7075B, 7080A, 7080B, 7092A, and 7092B from the ‘entering from’ field. Added module 7310 to ‘entering from’ field.

Updated module 7270, corrected reporting tag, was showing ‘EMPL’ now shows ‘RECL’.

Sean Stallings/VZB

6/24/2009

3.13.0


Callflow modifications arising from SARA2, tuning 1:


- Created state 7032-WantLastYears1099YN-DM

- 7020: changed go to link for else statement (now it goes to new state 7032) (used to be 7038)

- States 6200, 7038: added entry point 7032

- States 7037, 7039: added entry point 7038

- State 7038: changed action go to links for "no" option

- State 7035: changed action go to link for "1099" option



Tuning 2 changes:


*7035-FT-NowWhat-DM:

- Added "re- replacement ten ninety nine", "ten ninety nine", “replacement for ten ninety nine” “replacement ninety nine”, “replace” as synonyms for "replacement ten ninety nine".


*7036-FT-WhichYear-DM:

- Added developer notes to indicate the recommendation to increase the weight of the 7036-FT-WhichYear-DM.grxml in relation to GlobalCommands.grxml. The method for doing this is explained in the OSR Reference Manual, pages 35-38. We recommend applying a grammar weight of 2 to 7036-FT-WhichYear-DM.grxml and 1 to the other grammars.


*7037-FT-AttestationYN-DM:

- Added developer notes to indicate recommendation to lower the confidence threshold from .200 to .150 in order to reduce the RI by approximately 50%.

- Added "[yes] I do" to grammar


*7038-FT-NewAddressYN-DM:

- Added “I don’t know”, “don't know”, "I'm not sure", “possibly” as synonym for "yes"

- Added “no no”, “no ma’am”, “no I haven’t” as synonym for "no"


*7090-FT-HaveAltNameYN-DM:

- Added developer notes to indicate that params should be changed as follows:

<var name="property_interdigittimeout" expr="'2200ms'"/>

<var name="property_incompletetimeout" expr="'2200ms'"/>


*7230-FT-ForSelfYN-DM:

- Added “own”, “mine” as synonym for "my own"


*7270-FT-ValidateSelfAnythingElse-DM:

- Added ‘other request’ as synonyms for ‘Main menu’

- Reworded the prompts of this state so that it is clear that callers can hang up right away. (i.e. put phrase encouraging to hang up if done at the beginning of the prompts)

- Added developer notes to examine contents of parallel grammars to avoid double-parses. ‘Main_menu’ may be found in both main grammar and command grammar.

Ilana Rozanes

Nuance



6/25/2009



3.13.1


Callflow modifications arising from SARA2, tuning 1:


Added grey highlighted markers referencing DMs


- 7030-FT-NotJanuary-Msg and

- 7036-FT-Which-Year-DM


as decommissioned. This grey highlighting can be found over the body of the modules, as well as refences to them in other DMs, such as the ‘entering-from’ fields.


This version is meant for internal release only with annotations meant to facilitate review of new call flow with internal team.


Peter Modesto,

Nuance

7/06/2009

3.13.2


Callflow modifications arising from SARA2, tuning 1:


*7030: re-added this state to flow, which was originally removed in 3.13.1 (as it is necessary to give this intro message to callers who are not in the blackout period)



*7020: changed go to link for no-blackout period to 7030


*7035:

- Replacement 1099 option: added conditional so that if it is the blackout period, we send to agent. Otherwise, we send to 7032

- Replacement 1099 option: also applied conditional statement to exit prompt


*7032:

**Changed the name of this state to 7036 (so that it follows the order in the flow)

- Modified initial prompt (so that it flows better after state 7035)

- "yes" option: changed go to link to 7039 (so that we can ping the system and check if it is up before asking any further questions to the caller)

- "yes" option: added exit prompt


*7039:

- Changed entry point to state 7036

- In case of success, changed go to link to 7038 (used to be 7045)


*7038:

- "no" option: if attestation flag ==1, we now go to 7045 Check Null Condition (as we already pinged the system at this point)

- Changed entry point to 7039


*7037:

- "yes" option: we now go to 7045 Check Null Condition (as we already pinged the system as this point)


*7045: changed entry point to 7037 and 7038



Callflow modifications arising from SARA2, tuning 2:

*7038:

- Added "I'm not sure" option to error 1 prompts to make retry and timeout a little more robust (note that this option was already in grammar)

Ilana Rozanes

Nuance

7/7/2009

3.13.3


After review with Verizon’s dev team,


- 7020 to 7039: determined to keep DM placement in the document in numerical order of the modules.

- 7032 reinstated from 7036 to avoid possible confusion in reporting with decommissioned DM 7036

- 7038 : applied tracking changes to small wording revisions in retry and timeout prompts

- 7039: cleaned open link to 7040.

- 7270 – cleaned up extraneous commenting from Developer Notes.


Peter Modesto

Nuance

7/8/2009

3.13.4

Added previous wording to track changes for messages 82032 and 82034 in DM 7038.

Fixed broken hyperlink in DM 7035.

Kim Rothlis

VzB

7/9/2009

3.13.5

Added message numbers to DM 7032.

Kim Rothlis

VzB

8/12/09

3.12.6

Misc:

-Fixed broken link in DM 7039.

-Added DM 7035-FT-NowWhat-DM to the 'entering from' section of DM 7030

-Added DM 7035-FT-NowWhat-DM to the 'entering from' section of DM 7025

-DM 7038: Updated developers notes to reflect current logic.

7037

-Added retry to the success prompt to reflect current application logic.

7285

-Added retry option to the Action table to reflect current application logic.

Kim Rothlis

VzB

11/25/09

3.12.7

Revised Attestation

* Updated wording for Message 82025, DM 7037

Becky Stallings, VzB

3/16/10

3.12.8

Change to original Revised Attestation Effort - Updated with changed wording for Message 82025, DM 7037.

Kim Rothlis, VzB


Table of Contents


Chapter 1: Introduction 16

Privacy 16

Timeouts and Retries 16

Developer Notes 17

Default behavior in this case is specified in DM 1130-GiveUpSendSomewhere-Check of the N8NN spec. All SARA1 and SARA2 behavior downstream of N8NN’s speak-freely menu is considered as part of that app, and all of its defaults apply to the downstream apps, unless otherwise specified. 17

Chapter 2: Detailed Dialog Specification 18

Eligibility check 18

7020-FT-CurrentDate-BC 18

7025-FT-January-Msg 18

7026-FT-Year-CPR 19

7030-FT-NotJanuary-Msg 20

7032-WantLastYears1099YN-DM 21

7035-FT-NowWhat-DM 22

DECOMMISIONED 24-June-2009 :: 7036-FT-WhichYear-DM 23

7037-FT-AttestationYN-DM 26

7038-FT-NewAddressYN-DM 27

7039-FT-Ping-DB 28

7040-FT-PingUnavailableMM-DM 29

Authentication 30

7045 Check Null Condition 30

7055-FT-Need2Ask-Msg 30

7059- Social Security Check Condition 31

7060-FT-GetSSN-DM 32

7064- DoB Check Condition 34

7065-FT-DOB-DM 34

7070 FirstName Check Condition 36

7075A-GetFirstName Say and Spell 36

7075B-GetFirstName Spell Only 38

7079- Last Name Check Condition 40

7080A-GetLastName Say and Spell 41

7080B-GetLastName Spell Only 43

7085-FT-Name-ExitFailure-Msg 45

7089 AltName Check Condition 46

7090-FT-HaveAltNameYN-DM 46

7092A-GetAltName Say and Spell 48

7092B-GetAltName Spell Only 50

7095-PostSSN-DB 52

7110-FT-DBWait-Msg 53

7115-FT-Authenticate-DB 54

7120-FT-AuthSuccess-Msg 55

7121-FT-AuthSystemProblems-Msg 55

7122-FT-AuthSystemUnavailable-Msg 56

7123-FT-AuthOther-Msg 56

7125-FT-AuthNoMatch-Msg 57

7130-FT-AuthAcctBlocked-Msg 58

Form Request 58

7230-FT-ForSelfYN-DM 58

7235-FT-ForDeceasedYN-DM 60

7240-FT-DeceasedSSN-DM 61

Validation 63

7255-FT-ValidateForSelf-DB 63

7260-FT-ValidateSelfSuccess-Msg 64

7270-FT-ValidateSelfAnythingElse-DM 65

7275-FT-ValidateForDeceased-DB 66

7280-FT-ValidateDeceasedSuccess-Msg 67

7285-FT-ValidateDeceasedRepeatYN-DM 67

7290-FT-ValidateDeceasedAnythingElse-DM 69

7300-FT-ValidateNoRelationshipMatch-DM 70

7302-FT-ValidateSystemProblems-Msg 71

7303-FT-ValidateSystemUnavailable-Msg 72

7305-FT-ValidateOffSeason-Msg 72

7310-FT-ValidateOther-Msg 73

Agent Transfer 75

6200-GiveUpSendSomewhere-BC 75

6211-ForcedTransfer-BC 75

6213-ForcedTransferToAgent-Msg 75

6216-ForcedTransferNoAgents-Msg 76


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 ordering a replacement 1099/1042s form. The call flow has passed through Call Steering (in the N8NN application) before getting to this section.


Privacy

The following information is considered confidential; SSN, First Name, Last Name, Other Last Name (as it appears on their Social Security card), and Date of Birth. The confidential flag should be set to true for all dialog modules collecting this information from the caller.



Timeouts 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

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

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

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

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.


Unless otherwise noted in the module, maximum timeouts and retries are set to two, for both regular and confirmation prompting. When a caller reaches Max Timeout or Max Retry, the call flow should go to 6200-GiveUpSendSomewhere-BC.


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 name.


For example (from DM 7035):


Option

(shown in the DM tables in this spec)

Return string

(specified in the grammar)

7035-FT-NowWhatYN-Option-Repeat

Repeat

7035-FT-NowWhatYN-Option-Replacement1099

Replacement1099

7035-FT-NowWhatYN-Option-MainMenu

MainMenu

7035-FT-NowWhatYN-Option-Agent

Agent



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.


3. On 3rd timeout or retry, the DM can be considered to have failed.

Default behavior in this case is specified in DM 1130-GiveUpSendSomewhere-Check of the N8NN spec. All SARA1 and SARA2 behavior downstream of N8NN’s speak-freely menu is considered as part of that app, and all of its defaults apply to the downstream apps, unless otherwise specified.


4. All other default behavior acts as specified in N8NN Main.


Chapter 2: Detailed Dialog Specification


Eligibility check


7020-FT-CurrentDate-BC

Branch on Condition

(Based on 1100 Main Menu from N8NN spec)

Caller needs info on tax form 1099. What we say depends on the date.


Entering from

Main Menu, 7035-FT-NowWhat-DM, 7270-FT-ValidateSelfAnythingElse-DM, 7285-FT-ValidateDeceasedRepeatYN-DM, 7290-FT-ValidateDeceasedAnythingElse-DM


Req ID

Condition

Action

7020-FT-CurrentDate-Condition-January

IF current date is between December 15 and January 31

Go to: 7025-FT-January-Msg

7020-FT-CurrentDate-Condition-Other

Else (the rest of the year)

Go to: 7030-FT-NotJanuary-Msg


Event logging




7025-FT-January-Msg

Play Prompt

(Based on 1342_Form1099InfoJanuary_Msg from N8NN spec)

Caller receives the January message.


Entering from

7020-FT-CurrentDate-BC, 7035-FT-NowWhat-DM


Prompts

Message Number

REQID

Wording

82001

7025-FT-January-Prompt-1

Social Security beneficiaries will receive SSA 1099’s in the mail by the end of January showing benefits they received in ...


If current date is Dec 15-31

[current year]


ELSE if current date is Jan 1-31

[current year minus one]

1000

silence_1000

[1 sec silence]

82002

7025-FT-January-Prompt-2

You can use your SSA 1099 to determine if any of your benefits are subject to Federal Income Tax. If you do not receive your SSA 1099 by February first, call back after February first to request a replacement 1099. Replacement 1099’s for ...


If current date is Dec 15-31

[current year]


ELSE if current date is Jan 1-31

[current year minus one]

82003

7025-FT-January-Prompt-3

... will not be available until that date, even from an agent, and statements for ...


If current date is Dec 15-31

[current year plus one]


ELSE if current date is Jan 1-31

[current year]

82004

7025-FT-January-Prompt-4

... will not be available until January of...


If current date is Dec 15-31

[current year plus two]


ELSE if current date is Jan 1-31

[current year plus one]


silence_500

[500 msec silence]

82005

7025-FT-January-Prompt-5

If you need a replacement 1099 for tax year ...


If current date is Dec 15-31

[current year minus one]


ELSE if current date is Jan 1-31

[current year minus two]


Req ID

Condition

Action

7025-FT-January-Condition-Always

Always

Go to: 7035-FT-NowWhat-DM


Reporting



Record = U-



RECL



-Msg_7025-(Call Duration at start),T-RECL-

0000 = Success



-Call duration at process end

0001 = Error

0200 = Caller Hang Up


Developer notes

No barge-in



7026-FT-Year-CPR

Prompts

Message Number

REQID

Wording

13426

7026-FT-Year-Prompt-Year2004

two thousand four

13427

7026-FT-Year-Prompt-Year2005

two thousand five

13428

7026-FT-Year-Prompt-Year2006

two thousand six

13429

7026-FT-Year-Prompt-Year2007

two thousand seven

13430

7026-FT-Year-Prompt-Year2008

two thousand eight

13431

7026-FT-Year-Prompt-Year2009

two thousand nine

13432

7026-FT-Year-Prompt-Year2010

twenty ten

13433

7026-FT-Year-Prompt-Year2011

twenty eleven

13434

7026-FT-Year-Prompt-Year2012

twenty twelve

13435

7026-FT-Year-Prompt-Year2013

twenty thirteen

13436

7026-FT-Year-Prompt-Year2014

twenty fourteen



7030-FT-NotJanuary-Msg

Play Prompt

(Based on 1344_Form1099InfoNotJanuary_Msg from N8NN spec)

Caller receives the message for the remainder of the year (not January), if hasn't had an unreported change of address.


Entering from

7020-FT-CurrentDate-BC, 7035-FT-NowWhat-DM


Prompts

Message Number

REQID

Wording

82007

7030-FT-NotJanuary-Prompt-1

Social Security beneficiaries should have received SSA 1099’s in the mail in January showing benefits they received in ...

--

CPR

[current year minus one]

1000

silence_1000

[1 sec silence]

82008

7030-FT-NotJanuary-Prompt-2

You can use your SSA 1099 to determine if any of your benefits are subject to Federal Income Tax. SSA 1099’s for this year, ...

500

silence_500

[500 msec silence]

--

CPR

[current year]

250

silence_250

[250 msec silence]

82009

7030-FT-NotJanuary-Prompt-3

... will not be available until January of next year. If you did not receive your SSA 1099 for tax year ...

--

CPR

[current year minus one]


Req ID

Condition

Action

7030-FT-NotJanuary-Condition-Always

Always

Go to: 7035-FT-NowWhat-DM


Reporting



Record = U-



RECL



-Msg_7030-(Call Duration at start),T-RECL-

0000 = Success



-Call duration at process end

0001 = Error

0200 = Caller Hang Up


Developer notes

No barge-in


7032-WantLastYears1099YN-DM

YesNo

Ask if the 1099 is for [current year minus one]. The IVR can only process requests for that year.



Entering from

7035-FT-NowWhat-DM



Prompts

Message Number

REQID

Wording


82150

7032-WantLastYears1099YN-Prompt-Initial-1

Do you want to receive the 1099 for the year…



CPR

[current year minus one]


146

7032-WantLastYears1099YN-Prompt-Initial-2

Please say yes or no.


82152

7032-WantLastYears1099YN-Prompt-Retry1a

[Global Default] Are you calling to receive the replacement 1099 for the year…


CPR

[current year minus one]


146

7032-WantLastYears1099YN-Prompt-Retry1b

Please say YES or NO.


82153

7032-WantLastYears1099YN-Prompt-Retry2a

[Global Default] If you want the replacement 1099 for the year…


CPR

[current year minus one]


82154

7032-WantLastYears1099YN-Prompt-Retry2b

… press one. Otherwise, press two.

82155

7032-WantLastYears1099YN-Prompt-Timeout1a

Sorry, I didn’t hear anything. Are you calling to receive the replacement 1099 for the year…


CPR

[current year minus one]



146

7032-WantLastYears1099YN-Prompt-Timeout1b

Please say YES or NO.

82156

7032-WantLastYears1099YN-Prompt-Timeout2a

I’m sorry, but I still didn’t hear anything. If you want the replacement 1099 for the year…


CPR

[current year minus one]

82154

7032-WantLastYears1099YN-Prompt-Timeout2b

… press one. Otherwise, press two.

121

7032-WantLastYears1099YN-Prompt-Success-1

Ok.



REQID

Vocabulary

DTMF

Action

Confirm.

7032-WantLastYears1099YN-Option-Yes

Yes and usual synonyms

1

Play 7032-WantLastYears1099YN-Prompt-Success-1

Go to: 7039-FT-Ping-DB

Never

7032-WantLastYears1099YN-Option-No

No and usual synonyms

2

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

Never



Reporting



Record = U-



RECL



-DM_7032-(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

--




7035-FT-NowWhat-DM

Custom Context DialogModule™

(Based on 1350-Form1099NowWhat-DM from N8NN spec)

Caller got 1099 information. Ask what next.


Entering from

7025-FT-January-Msg, 7030-FT-NotJanuary-Msg, 7305-FT-ValidateOffSeason-Msg


Prompts

Message Number

REQID

Condition

Wording

82006

7035-FT-NowWhatYN-Prompt-Initial-1

IF entering from

7025-FT-January-Msg

OR 7305-FT-ValidateOffSeason-Msg

... or earlier, you can say Replacement 1099.

82011

7035-FT-NowWhatYN-Prompt-Initial-2

To hear that information again, say "Repeat that". Otherwise, you can say "Replacement 1099". Or for a different request, say "Main menu".

82010

7035-FT-NowWhatYN-Prompt-Initial-3

ELSE if entering from

7030-FT-NotJanuary-Msg

... or if you need a replacement 1099 for that year or any previous year, you can say Replacement 1099. To hear that information again, say Repeat that. Or for a different request say Main Menu.

82012

7035-FT-NowWhatYN-Prompt-Retry1


[ Global Default] To hear the information again, say "Repeat that" or press 1. Otherwise you can say "Replacement 1099" or press 2 or you can say "Main menu" or press 9.

82013

7035-FT-NowWhatYN-Prompt-Success-1

Exit on Replacement option

Ok, ordering a replacement ten ninety nine.

12101

7035-FT-NowWhatYN-Prompt-Success-2

Exit on max timeout or retry

Thank you for calling Social Security. Goodbye.


REQID

Vocabulary

DTMF

Action

Confirm.

7035-FT-NowWhatYN-Option-Repeat

Repeat [that]

1

Play 7030-FT-NotJanuary-Prompt-1 OR 7025-FT-January-Prompt-1, depending on the date of the call.

Never

7035-FT-NowWhatYN-Option-Replacement1099

[[I] need] [a] replacement [ten ninety nine] [statement] [for a ten ninety nine] [please]

"re- replacement ten ninety nine", "ten ninety nine", “replacement for ten ninety nine” “replacement ninety nine”, “replace”

2

If entered from 7030

Play 7035-FT-NowWhatYN-Prompt- Success-1

Go to: 7032-WantLastYears1099YN-DM

Never

Else (blackout period)

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

7035-FT-NowWhatYN-Option-MainMenu

Main menu

9

Go to: (Main menu)

Never

7035-FT-NowWhatYN-Option-Agent

Agent and usual synonyms

0

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

Never

7035-FT-NowWhatYN-Option-Retry

—

—

Play 7035-FT-NowWhatYN-Prompt-Success-2

And then hang up

—

7035-FT-NowWhatYN-Option-Timeout

—

—

Play 7035-FT-NowWhatYN-Prompt-Success-2

And then hang up

—


DialogModule parameters

Parameter

Value

7035-FT-NowWhatYN-Parameter


incompletetimeout (formerly noted as after_end_of_speech_timeout)

500 ms

timeout (formerly noted as before_begin_of_speech_timeout )

7,000 ms

bargein (formerly noted as allowing_barge_in)

True

maxnomatches (formerly noted as retries)

1

maxnoinputs (formerly noted as timeouts)

0


Reporting



Record = U-



RECL



-DM_7035-(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 1350-Form1099NowWhat-DM in the N8NN spec. These are the latest ones we have on record. Please validate these against the ones that you have in the deployed code.



For tuning 1, update grammars: Add synonyms for "Replacement 1099" to 7035-FT-NowWhat.grxml. Examples: “ten ninety nine”, “replace ten ninety nine”, “replacement ten ninety nine for <year>”.




DECOMMISSIONED 24-June-2009 :: 7036-FT-WhichYear-DM

Custom Context

Ask which year for replacement 1099


Entering from

7035-FT-NowWhat-DM


Prompts

Msg. Number

REQID

Condition

Wording

82014

7036-FT-WhichYear-Prompt-Initial-1

Initial 1

To receive your replacement 1099, please tell me the four-digit year you'd like, or you can enter it on your telephone keypad.


82022

7036-FT-WhichYear-Prompt-Initial-2-a

Initial 2 (played only on re-entry)

I'm sorry, forms have not yet been issued for...


(CPR)

[Year Requested]

82023

7036-FT-WhichYear-Prompt-Initial-2-b

Please say another year. Or if you're finished, you can just hang up.

82015

7036-FT-WhichYear-Prompt-Retry1


[ Global Default] Please say the tax year for the replacement 1099, or enter it on your keypad.

82016

7036-FT-WhichYear-Prompt-Retry2


[ Global Default] Try entering the four-digit year on your telephone keypad.

82017

7036-FT-WhichYear-Prompt-Timeout1


Sorry, I didn’t hear anything. Please say or enter the year of the replacement 1099.

82018

7036-FT-WhichYear-Prompt-Timeout2


I’m sorry, but I still didn’t hear anything. Please say or enter the year that you want.

82019

7036-FT-WhichYear-Prompt-Help


I need the year of the replacement 1099 that you'd like to order. Please say the year, for example, “two thousand six” or enter it on your keypad, for example by pressing 2, zero, zero 6. So, what year do you need?

82020

7036-FT-WhichYear-Prompt-Success-

Caller says <year minus one> during blackout period Jan 1-31

OR

Caller says <current year> during blackout period Dec 15-31.

I'm sorry, replacement 1099s for...


If current date is Dec 15-31 CPR

[current year]


ELSE if current date is Jan 1-31 CPR

[year minus one]

82021

7036-FT-WhichYear-Prompt-Success-1-b

...aren't yet available. They will be sent by mail by the end of January.

00121

7036-FT-WhichYear-Prompt-Success-2

Caller says <year minus one> during rest of year

Ok.


REQID

Vocabulary

DTMF

Condition

Action

Confirm.

7036-FT-WhichYear-Option-YearMinusOneBlackoutJan

<year minus one>

<...>

If during blackout period AND during Jan 1-31

Play Success-1 prompts

Go to: 7270-FT-ValidateSelfAnythingElse-DM

If necessary

7036-FT-WhichYear-Option-YearMinusOneBlackoutDec

<...>

Else if during blackout period AND during Dec 15-31

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

If necessary

7036-FT-WhichYear-Option-YearMinusOne

<...>

Else (not blackout period) and Attestation Flag = 0

Play Success-2 prompt

Go to: 7037-FT-AttestationYN-DM

If necessary

Else (not blackout period) and Attestation Flag = 1

Play Success-2 prompt

Go to: 7039-FT-Ping-DB

7036-FT-WhichYear-Option-CurrentYearBlackoutDec

<current year>

<...>

Else If during blackout period AND during Dec 15-31

Play Success-1 prompts

Go to: 7270-FT-ValidateSelfAnythingElse-DM

If necessary

7036-FT-WhichYear-Option-CurrentYear

<...>

Else

i.e., not during blackout period
OR (during blackout AND during Jan 1-31)

Re-enter DM

Play Initial 2

If necessary

7036-FT-WhichYear-Option-YearMinusTwo

<year minus two or earlier>

<...>

Always

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

If necessary

7036-FT-WhichYear-Option-YearPlusOne

<year plus one or later>

<...>

Always

Re-enter DM

Play Initial 2

If necessary


Confirmation prompts

Message Number

REQID

Wording

Result

82024

7036-FT-WhichYear-ConfPrompt-1

I heard:



<Date>

CPR

2006

00119

7036-FT-WhichYear-ConfPrompt-2

Is that correct?

I heard: <2006>. Is that correct?

Reporting



Record = U-



RECL



-DM_7036-(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

For tuning 1, grammar updates: Add single digits for years 2000+, e.g. "two oh oh seven",and two digits for 01 to 09 to 7036-FT-WhichYear-DM.grxml.



As of v.3.13.0 (Tuning 2), Increase the weight of the 7036-FT-WhichYear-DM.grxml in relation to GlobalCommands.grxml. The method for doing this is explained in the OSR Reference Manual, pages 35-38. We recommend applying a grammar weight of 2 to 7036-FT-WhichYear-DM.grxml and 1 to the other grammars.



7037-FT-AttestationYN-DM

YesNo

(Based on 1040-ConfirmName-YN from KBA spec)

Confirm name collection


Entering from

7038-FT-NewAddressYN-DM


Prompts

Message Number

REQID

Condition

Wording

Barge-in

82025

7037-FT-AttestationYN-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, five, nine, six. We estimate that it will take about 10 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.

NO

86238

7037-FT-AttestationYN-Prompt-Initial-2


Do you understand and agree to these terms?

Yes

82026

7037-FT-AttestationYN-Prompt-Retry1


[ Global Default] Do you understand and agree to these terms? Please say YES or NO.

Yes

82027

7037-FT-AttestationYN-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 understand and agree to these terms, press one. Otherwise press two

Yes

82028

7037-FT-AttestationYN-Prompt-Timeout1


Sorry, I didn’t hear anything. Do you understand and agree to these terms? Please say YES or NO.

Yes

82029

7037-FT-AttestationYN-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. Do you understand and agree with these terms? You can say YES or press 1; or NO or press 2.

Yes

82030

7037-FT-AttestationYN-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. Do you understand and agree to these terms? You can say YES or press 1, or NO or press 2.

Yes

00120

7037-FT-AttestationYN-Prompt-Success-1

Caller says Yes

Alright.

N/A

12101

7037-FT-AttestationYN-Prompt-Success-2

Caller says No or max retry/timeout

Thank you for calling Social Security. Goodbye.

N/A


REQID

Vocabulary

DTMF

Action

Confirm.

7037-FT-AttestationYN-Option-Yes

Yes and usual synonyms (including “[Yes] I do”)

1

Play 7037-FT-AttestationYN-Prompt-Success-1

Set Attestation Flag to 1

Go to: 7045 Check Null Condition

Never

7037-FT-AttestationYN-Option-No

No and usual synonyms

2

Play 7037-FT-AttestationYN-Prompt-Success-2

And then hang up

Never


Reporting



Record = U-



RECL



-DM_7037-(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.3.13.0 (Tuning 2), lower the confidence threshold from .200 to .150 in order to reduce the RI by approximately 50%.



7038-FT-NewAddressYN-DM

YesNo




Entering from

7039-FT-Ping-DB



Prompts

Message Number

REQID

Wording

82031

7038-FT-NewAddressYN-Prompt-Initial-1

Have you had a change of address that has not been reported to Social Security?

82032

7038-FT-NewAddressYN-Prompt-Retry1

[ Global Default] Have you changed your address without reporting the change to Social Security? Please say YES, NO or “I’m not sure”.

82033

7038-FT-NewAddressYN-Prompt-Retry2

[ Global Default] If you have changed addresses and Social Security is not aware of your new address, press one. Otherwise press two.

82034

7038-FT-NewAddressYN-Prompt-Timeout1

Sorry, I didn’t hear anything. Have you changed your address without reporting the change to Social Security? Please say YES, NO or “I’m not sure”.

82035

7038-FT-NewAddressYN-Prompt-Timeout2

I’m sorry, but I still didn’t hear anything. If you have changed addresses and Social Security is not aware of your new address, say YES or press 1. Otherwise say NO or press 2.

82036

7038-FT-NewAddressYN-Prompt-Help

I need to know if you have a new address that isn't listed on our records. If you have changed addresses and Social Security is not aware of your new address, say YES or press 1. Otherwise say NO or press 2.

00121

7038-FT-NewAddressYN-Prompt-Success-1

Ok.



REQID

Vocabulary

DTMF

Action

Confirm.

7038-FT-NewAddressYN-Option-Yes

Yes and usual synonyms

“I don’t know”, “don't know”, "I'm not sure", “possibly”, “maybe”

1

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

Never

7038-FT-NewAddressYN-Option-No

No and usual synonyms

“no no”, “no ma’am”, “no I haven’t”

2

If Attestation Flag = 0

Play Success-1 prompt

Go to: 7037-FT-AttestationYN-DM

Never

Else (Attestation Flag = 1)

Play Success-1 prompt

Go to: 7045 Check Null Condition



Reporting



Record = U-



RECL



-DM_7038-(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



7039-FT-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

7032-WantLastYears1099YN-DM


Input Field

Description

Parameter

Value

Description

sid

SSATK99HC,

SSATK99DEV,

SSATK99VAL,

SSATK99INT1,

SSATK99INT2

service id

func

PING

function code

requestId

numeric

10


Output Field

Description

verification status

success or failure



Req ID

Condition

Action

7039-FT-Ping-Condition-Success

IF success

(i.e., <statusCode> = 0000)

Go to: 7038-FT-NewAddressYN-DM

7039-FT-Ping-Condition-SysProblems

Else if <statusCode> = 0151 or 7777

Go to:

7039-FT-Ping-Condition-SysUnavailable

Else if <statusCode> = 0152

Go to: 7122-FT-AuthSystemUnavailable-Msg

7039-FT-Ping-Condition-OtherIssue

Else if <statusCode> = 9999 or Other

Go to: 7121-FT-AuthSystemProblems-Msg

Reporting



Record = D-



RECL



-HDB_7039-(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


7040-FT-PingUnavailableMM-DM

CustomContext DialogModule™

This DM is used for certain conditions returned in 7039-FT-Ping-DB . The caller does not reach an agent; they can either request the Main Menu or hang up.



Entering from

7039-FT-Ping-DB



Prompts

Msg. Number

REQID

Wording


85140

7040-FT-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.


7040-FT-PingUnavailableMM-Condition-MM

“Main Menu”

9

Go to: Main Menu in N8NN

never


7040-FT-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



-DM_7040-(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





Authentication


7045 Check Null Condition



Entering from

7037-FT-AttestationYN-DM, 7038-FT-NewAddressYN-DM



REQID

Condition

Action

7045-Check Null Condition-Condition-0

If TVDC Items to collect= 0

Go to: 7059- Social Security Check Condition

7045-Check Null Condition-Condition-else

If TVDC items else

Report V Transactions per module note, Go to: 7055-FT-Need2Ask-Msg

Developer Note:

Increment speak item counter for each item that is null.



7055-FT-Need2Ask-Msg

Play Prompt

(Based on 5000-Need2Ask-Msg from KBA spec)

Prepare caller for sequence of questions.


Entering from

7045 Check Null Condition


Prompts

Msg. Number

REQID

Condition

Wording

82037

7055-FT-Need2Ask-Prompt-1

If pieces to collect = 1

Before I can send the replacement 1099, I'll need to ask a question to verify who you are. This is the same question an agent would ask you to verify your identity, so if you’ll work with me, you won’t have long to wait for an agent.

82135

7055-FT-Need2Ask-Prompt-2

else

Before I can send the replacement 1099, I'll need to ask you



Speak item counter [2-5]

82136

7055-FT-Need2Ask-Prompt-3

questions to verify who you are. There are several questions and it'll take a few minutes to go through them. These are the same questions an agent would ask you to verify your identity, so if you’ll work with me, you won’t have a long wait for an agent.


Req ID

Condition

Action

7055-FT-Need2Ask--Condition-Always

Always

Go to: 7059- Social Security Check Condition


Reporting



Record = U-



RECL



-Msg_7055-(Call Duration at start),T-RECL-

0000 = Success



-Call duration at process end

0001 = Error

0200 = Caller Hang Up


Developer notes

No barge-in


7059- Social Security Check Condition



Entering from

7045 Check Null Condition, 7055-FT-Need2Ask-Msg



REQID

Condition

Action

7059-Social Security Check Condition-Condition-Null

If SSN = null

Go to: 7060-FT-GetSSN-DM

7059-Social Security Check Condition-Condition-Else

If SSN else

Report V Transactions per module note, Go to: 7064- DoB Check Condition

Module Notes

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




7060-FT-GetSSN-DM

Social Security DialogModule™

(Based on 5020-GetSSNumber-SSN from KBA spec)

Get the caller's Social Security Number


Entering from

7059- Social Security Check Condition


Prompts

Msg. Number

REQID

Wording



82038

7060-FT-GetSSN-Prompt-Initial-1

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

82145

7060-FT-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.

82039

7060-FT-GetSSN-Prompt-Retry2

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

70005

7060-FT-GetSSN-Prompt-Timeout1

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

82146

7060-FT-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 on your telephone keypad.

82147

7060-FT-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. Or you can enter it on your telephone keypad. Please say or enter the social security number.


REQID

Vocabulary

DTMF

Action

Confirm.

7060-FT-GetSSN-Option-SSN

<SSN>

Allow prefix phrases:

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

<SSN>

<no action here – confirm it>

Always


Confirmation prompts

Msg. Number

REQID

Wording

Result

70008

7060-FT-GetSSN-ConfPrompt-SSN1

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


82148

7060-FT-GetSSN-ConfPrompt-SSN2

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



<SS_Num>

CPR

1 2 3 – 4 5 – 6 7 8 9

82105

7060-FT-GetSSN-ConfPrompt-SSN3

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

7060-FT-GetSSN-ConfPrompt-SSNretry

I think you said



<SSN>


00119

Is that correct?


00118

7060-FT-GetSSN-ConfPrompt-SSNtimeout

I think you said



<SSN>


00119

Is that correct?



REQID

Vocabulary

DTMF

Action

Confirm.

7060-FT-GetSSN-ConfOption-Yes

“Yes [it is]”

“[Yes] that's right”

“Right”

“[That's] correct”

1

Go to: 7064- DoB Check Condition

Never

7060-FT-GetSSN-ConfOption-No

“No [it isn't]”

“[No] that's not right”

2

Re-enter Dialog Module per default behavior

Never

DialogModule parameters

Parameter

Value

7060-FT-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


Event logging

Fill semantic item <SS_Num>


Reporting



Record = U-



RECL



-DM_7060-(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.


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

        Area numbers greater than or equal to 800 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


7064- DoB Check Condition



Entering from

7059- Social Security Check Condition, 7060-FT-GetSSN-DM



REQID

Condition

Action

7064-DoB Check Condition-Condition-Null

If DoB = null

Go to: 7065-FT-DOB-DM

7064-DoB Check Condition-Condition-Else

If DoB else

Report V Transactions per module note, Go to: 7070 FirstName Check Condition

Module Notes

V-RECL-DOB_1-(duration),T-RECL-0000-(duration)




7065-FT-DOB-DM

Date DialogModule™

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

Get the caller's Date Of Birth


Entering from

7064- DoB Check Condition


Prompts

Msg. Number

REQID

Wording

51301

7065-FT-DOB-Prompt-Initial-1

Now please tell me your date of birth. For example, you could say…May fifth, 1937.

82040

7065-FT-DOB-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.

82041

7065-FT-DOB-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, then 2 digits for the day, and four digits for the year.

82042

7065-FT-DOB-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.

82043

7065-FT-DOB-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, then 2 digits for the day, and four digits for the year.

82044

7065-FT-DOB-Prompt-Help

I need to know when you were born as a calendar date. You can say this in a number of ways. For example you can say “July fourth, 1976”, or “the fourth of July, 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. Go ahead. What’s YOUR date of birth?

00122

7065-FT-DOB-Prompt-Success-1

Thanks.


REQID

Vocabulary

DTMF

Action

Confirm.

7065-FT-DOB-Option-Date

<date>

<...>

<no action here – confirm it>

Always


Remove all global grammars for this DM.





Confirmation prompts

Message Number

REQID

Wording

Result

51308

7065-FT-DOB-ConfPrompt-Date1

Okay, so that’s:



<Date>

CPR

January 12th 1931

51309

7065-FT-DOB-ConfPrompt-Date2

Is that right?

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

51310

7065-FT-DOB-ConfPrompt-DateRetry

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

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

51311

7065-FT-DOB-ConfPrompt-DateTimeout

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

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


REQID

Vocabulary

DTMF

Action

Confirm.

7065-FT-DOB-ConfOption-Yes

“Yes [it is]”

“[Yes] that's right”

“Right”

“[That's] correct”

1

Play 7065-FT-DOB-Prompt-Success-1

Go to: 7070 FirstName Check Condition

Never

7065-FT-DOB-ConfOption-No

“No [it isn't]”

“[No] that's not right”

2

Re-enter Dialog Module per default behavior

Never

DialogModule parameters

Parameter

Value

7065-FT-DOB-Parameter


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


Event logging

Fill semantic item <Date_Of_Birth>


Reporting



Record = U-



RECL



-DM_7065-(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.

The confirmation timeout 2 prompt is the same as the confirmation timeout 1 prompt.

The confirmation retry 2 prompt is the same as the confirmation retry 1 prompt.

  • DTMF recognition is enabled.

  • Date entry should be in the form of MM/DD/YYYY 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



7070 FirstName Check Condition



Entering from

7064- DoB Check Condition, 7065-FT-DOB-DM



REQID

Condition

Action

7070-First Name Check Condition-Condition-Null

If First Name = null

Go to: 7075A-GetFirstName Say and Spell

7070-First Name Check Condition-Condition-Else

If First Name else

Report V Transactions per module note, Go to: 7079- Last Name Check Condition

Module Notes

V-RECL-FN_1-(duration),T-RECL-0000-(duration)





7075A-GetFirstName Say and Spell


Name DialogModule™

Caller enters this module for standard name collection. No TNRS database check has occurred yet.

Entering from

7070 FirstName Check Condition

Prompts

Msg. Number

Req ID

Condition

Wording

82045

7075-A-FT-GetFirstName Prompt-Initial-1

Initial

Now, please say and then spell just your FIRST name. [Short Pause] For example if your first name was Robin, you’d say “Robin, R O B I N”. Go ahead.

82046

7075-A-FT-GetFirstName Prompt-Timeout1

Time out 1

Sorry, I didn’t hear you. Go ahead and say, then spell, just your first name.

82047

7075-A-FT-GetFirstName Prompt-Timeout2

Time out 2

I’m afraid I still can’t hear you. Please say your first name and then spell it, like this: “Susan, S U S A N”.

50328

7075-A-FT-GetFirstName Prompt-SayHelp

Help

I need you to say your first name and then spell it for me, for example if your first name was Nick, you’d say “Nick N I C K.”

Req ID

Vocabulary

DTMF

Action

Confirm.

7075-GetFirstName-A Option-FirstName

<first_name>

--

Play 7075-A-FT-GetFirstName Prompt-Success-1

Go to: 7079- Last Name Check Condition

ALWAYS

7075-GetFirstName-A Option-MaxTimeout

--

--

Go to: 7085-FT-Name-ExitFailure-Msg

--

7075-GetFirstName-A Option-MaxRetry

--

--

Play [Global Default] (I’m sorry, I didn’t understand you)

Go to: 7095-PostSSN-DB,

--

Confirmation Prompts

Msg. Number

REQ ID

Wording

Result

Action

82053

7075-A-FT-GetFirstName ConfPrompt-FirstName-1

Let me read that back. First name:

“Let me read that back. First Name < First Name > spelled < First Name Spelling >, did I get that right?”

If Yes:
Play 7075-A-FT-GetFirstName Prompt-Success-1
Then Go to: 7079- Last Name Check Condition

If No:
Play 7075-A-FT-ConfirmationApology-Prompt Go to: 7095-PostSSN-DB,



< First Name >

< First Name >

50337

7075-A-FT-GetFirstName ConfPrompt-FirstName-2

...spelled:



< First Name Spelling >

< First Name Spelling >

50342

7075-A-FT-GetFirstName ConfPrompt-FirstName-3

Did I get that right?

82054

7075-A-FT-GetFirstName ConfPrompt-Retry1

Sorry, I didn’t catch that. Please say “yes,” or “no”.

Retry1 on Confirmation

If Yes:
Play 7075-A-FT-GetFirstName Prompt-Success-1
Then Go to: 7079- Last Name Check Condition

If No:
Play 7075-A-FT-ConfirmationApology-Prompt Go to: 7095-PostSSN-DB,

82055

7075-A-FT-GetFirstName ConfPrompt-Retry2

Sorry, I still didn’t catch that. If ‘yes’ press one, otherwise press two.

Retry2 on Confirmation

If Yes:
Play 7075-A-FT-GetFirstName Prompt-Success-1
Then Go to: 7079- Last Name Check Condition

If No:
Play 7075-A-FT-ConfirmationApology-Prompt Go to: 7095-PostSSN-DB,

82056

7075-A-FT-GetFirstName ConfPrompt-Timeout1

Sorry, I didn’t hear you. I need to know if I got your name right. Please say “yes” or “no”.

Timeout1 on Confirmation

If Yes:
Play 7075-A-FT-GetFirstName Prompt-Success-1
Then Go to: 7079- Last Name Check Condition

If No:
Play 7075-A-FT-ConfirmationApology-Prompt Go to: 7095-PostSSN-DB,

82057

7075-A-FT-GetFirstName ConfPrompt-Timeout2

Sorry, I still didn’t hear you. I need to know if I got your name right. Please say “yes” or “no”.

Timeout2 on Confirmation

If Yes:
Play 7075-A-FT-GetFirstName Prompt-Success-1
Then Go to: 7079- Last Name Check Condition

If No:
Play 7075-A-FT-ConfirmationApology-Prompt Go to: 7095-PostSSN-DB,

00122

7075-A-FT-GetFirstName-A Prompt-Success-1

Thanks.

Success


50348

7075-A-FT-ConfirmationApology-Prompt

Sorry about that. Let’s try again.

Apology


--NA--

--NA--

--NA--

Max Timeout OR Max Retry at Confirmation

Go to: 7085-FT-Name-ExitFailure-Msg

Event logging





Developer notes

Collection Max Retry is set to 0.

Collection Max Timeout is set to 2

If there is a no-match/rejection error, OR if the caller gives a “No” confirmation to the name, the system checks the ANI and SSN, loads all associated names into a custom grammar and then switches to the SPELL-ONLY fallback, which is announced in prompts Respell1, Respell2, Respell3, and SpellHelp. This matches the spell-only fallback strategy in TPPW, which is based on the Nuance Name OSDM callflow.



Set Confidential Flag to TRUE




7075B-GetFirstName Spell Only



Name DialogModule™


Caller enters this module AFTER TNRS database transaction.


Entering from


7095-PostSSN-DB


Prerequisite

If SSN Post Flag = 1

Load all <First Name> returned from SSN Post into custom spell-only grammar

Prompts


Msg. Number

REQ ID

Condition

Wording

82049

7075-B-FT-GetFirstName Prompt-Respell1

Initial

Please just SPELL your first name, like this: “J O H N”.

82051

7075-B-FT-GetFirstName Prompt-Respell2

Timeout1/Retry1

Sorry, I didn’t catch that. Saying just the letters of the alphabet, please spell your first name quickly. For example, if your name were Robin, instead of saying R as in Radar, O as in Oscar, you could just say R O B I N. Go ahead. Spell your first name now.

50333

7075-B-FT-GetFirstName Prompt-Respell3

Timeout2/Retry2

[Global Default] Please spell your first name one more time. And remember, please use ONLY the letters of the alphabet and speak quickly. Go ahead.

82052

7075-B-FT-GetFirstName Prompt-SpellHelp

Help

I need to get the spelling of your first name. For example, if your first name was Nick, you’d say “N I C K.” Go ahead.

REQ ID

Vocabulary

DTMF

Action

Confirm.


7075-B-FT-GetFirstName Option-FirstName

<first_name>

--

Play 7075-B-FT-GetFirstName Prompt-Success-1

Go to: 7079- Last Name Check Condition

ALWAYS


7075-B-FT-GetFirstName Option-MaxTimeout

--

--

Go to: 7085-FT-Name-ExitFailure-Msg

--


7075-B-FT-GetFirstName Option-MaxRetry

--

--

Go to: 7085-FT-Name-ExitFailure-Msg

--


Confirmation Prompts


Msg. Number

REQ ID

Wording

Result

Action


82053

7075-B-FT-GetFirstName ConfPrompt-FirstName-1

Let me read that back. First name:

“Let me read that back. First Name < First Name > spelled < First Name Spelling >, did I get that right?”

If Yes:
Play 7075-B-FT-GetFirstName-Prompt-Success-1
Then Go to: 7079- Last Name Check Condition

If No:
Play 7075-B-FT-ConfirmationApology-Prompt, re-enter this module




< First Name >

< First Name >


50337

7075-B-FT-GetFirstName ConfPrompt-FirstName-2

...spelled:



CPR

< First Name Spelling >

< First Name Spelling >


50342

7075-B-FT-GetFirstName ConfPrompt-FirstName-3

Did I get that right?


82054

7075-B-FT-GetFirstName ConfPrompt-Retry1

Sorry, I didn’t catch that. Please say “yes,” or “no”.

Retry1 on Confirmation

If Yes:
Play 7075-B-FT-GetFirstName-Prompt-Success-1
Then Go to: 7079- Last Name Check Condition

If No:
Play 7075-B-FT-ConfirmationApology-Prompt, re-enter this module


82055

7075-B-FT-GetFirstName ConfPrompt-Retry2

Sorry, I still didn’t catch that. If ‘yes’ press one, otherwise press two.

Retry2 on Confirmation

If Yes:
Play 7075-B-FT-GetFirstName-Prompt-Success-1
Then Go to: 7079- Last Name Check Condition

If No:
Play 7075-B-FT-ConfirmationApology-Prompt, re-enter this module


82056

7075-B-FT-GetFirstName ConfPrompt-Timeout1

Sorry, I didn’t hear you. I need to know if I got your name right. Please say “yes” or “no”.

Timeout1 on Confirmation

If Yes:
Play 7075-B-FT-GetFirstName-Prompt-Success-1
Then Go to: 7079- Last Name Check Condition

If No:
Play 7075-B-FT-ConfirmationApology-Prompt, re-enter this module


82057

7075-B-FT-GetFirstName ConfPrompt-Timeout2

Sorry, I still didn’t hear you. I need to know if I got your name right. Please say “yes” or “no”.

Timeout2 on Confirmation

If Yes:
Play 7075-B-FT-GetFirstName-Prompt-Success-1
Then Go to: 7079- Last Name Check Condition

If No:
Play 7075-B-FT-ConfirmationApology-Prompt, re-enter this module


00122

7075-B-FT-GetFirstName Prompt-Success-1

Thanks.

Success



50348

7075-B-FT-ConfirmationApology-Prompt

Sorry about that. Let’s try again.

Apology



--NA--

--NA--

--NA--

Max Timeout OR Max Retry at Confirmation

Go to: 7085-FT-Name-ExitFailure-Msg


Event logging






Developer notes

If condition = Success, load all returned names into custom spell-only grammar

If condition = Failure, use existing spell-only grammar

If there is a no-match/rejection error, OR if the caller gives a “No” confirmation to the name, the system checks the ANI and SSN, loads all associated names into a custom grammar and then switches to the SPELL-ONLY fallback, which is announced in prompts Respell1, Respell2, Respell3, and SpellHelp. This matches the spell-only fallback strategy in TPPW, which is based on the Nuance Name OSDM callflow.

Respell 3 is conditional -- may not always play depending on the number of retries/confirmations played.

Max Timeout/ Retry set to 2

Set Confidential Flag to TRUE


When invoking recognition and the Caller-First-name variable is not null, invoke a parallel verification grammar provided by Nuance as a JSP, seeded with the contents of the Caller-First-name variable.




7079- Last Name Check Condition



Entering from

7070 FirstName Check Condition, 7075A-GetFirstName Say and Spell, 7075B-GetFirstName Spell Only



REQID

Condition

Action

7079-Last Name Check Condition-Condition-Null

If Last Name = null

Go to: 7080A-GetLastName Say and Spell

7079-Last Name Check Condition-Condition-Else

If Last Name else

Report V Transactions per module note, Go to: 7089 AltName Check Condition

Module Notes

V-RECL-LN_1-(duration),T-RECL-0000-(duration)



7080A-GetLastName Say and Spell


Name DialogModule™

Caller enters this module for standard name collection. No TNRS database check has occurred yet.

Entering from

7079- Last Name Check Condition

Prompts

Msg. Number

REQ ID

Condition

Wording

82058

7080-A-FT-GetLastName Prompt-Initial-1

Initial

Now I just need your last name. Please SAY and then SPELL JUST your last name. For example, if your last name was Kusack, you’d say Kusack, K U S A C K. Go ahead.

82059

7080-A-FT-GetLastName Prompt-Timeout1

Time out 1

Sorry, I didn’t hear you. Go ahead and say, then spell, your last name, for example, “Smith, S M I T H.”

82060

7080-A-FT-GetLastName Prompt-Timeout2

Time out 2

I’m afraid I still can’t hear you. Please say your last name and then spell it, for example, “Smith, S M I T H.”

82066

7080-A-FT-GetLastName Prompt-SayHelp

Help

I need you to say your last name and then spell it for me. For example, if your last name was O’Neal, you’d say, “O’Neal, O N E A L.”

REQ ID

Vocabulary

DTMF

Action

Confirm.

7080-A-FT-GetLastName Option-LastName

<last_name>

--

Play 7080-A-FT-GetLastName Prompt-Success-1

Go to: 7089 AltName Check Condition

ALWAYS

7080-A-FT-GetLastName Option-MaxTimeouts

--

--

Go to: 7085-FT-Name-ExitFailure-Msg

--

7080-A-FT-GetLastName Option-MaxRetries

--

--

Play [Global Default] (I’m sorry, I didn’t understand you)

Go to: 7095-PostSSN-DB

--

Confirmation Prompts


Msg. Number

REQ ID

Wording

Result

Action

82175

7080-A-FT-GetLastName ConfPrompt-LastName-1

Let me read that back. Last name:

“Let me read that back. Last Name < Last Name > spelled < Last Name Spelling >, did I get that right?”

If Yes:
Play 7080-A-FT-GetLastName Prompt-Success-1
Then Go to: 7089 AltName Check Condition

If No:
Play 7080-A-FT-ConfirmationApology-Prompt Go to: 7095-PostSSN-DB



< Last Name >

< Last Name >

50337

7080-A-FT-GetLastName ConfPrompt-LastName-2

...spelled:


CPR

< Last Name Spelling >

< Last Name Spelling >

50342

7080-A-FT-GetLastName ConfPrompt-LastName-3

Did I get that right?

82054

7080-A-FT-GetLastName-ConfPrompt-Retry1

Sorry, I didn’t catch that. Please say “yes,” or “no”.

Retry1 on Confirmation

If Yes:
Play 7080-A-FT-GetLastName Prompt-Success-1
Then Go to: 7089 AltName Check Condition

If No:
Play 7080-A-FT-ConfirmationApology-Prompt Go to: 7095-PostSSN-DB

82055

7080-A-FT-GetLastName ConfPrompt-Retry2

Sorry, I still didn’t catch that. If ‘yes’ press one, otherwise press two.

Retry2 on Confirmation

If Yes:
Play 7080-A-FT-GetLastName Prompt-Success-1
Then Go to: 7089 AltName Check Condition

If No:
Play 7080-A-FT-ConfirmationApology-Prompt Go to: 7095-PostSSN-DB

82056

7080-A-FT-GetLastName ConfPrompt-Timeout1

Sorry, I didn’t hear you. I need to know if I got your name right. Please say “yes” or “no”.”

Timeout1 on Confirmation

If Yes:
Play 7080-A-FT-GetLastName Prompt-Success-1
Then Go to: 7089 AltName Check Condition

If No:
Play 7080-A-FT-ConfirmationApology-Prompt Go to: 7095-PostSSN-DB

82057

7080-A-FT-GetLastName ConfPrompt-Timeout2

Sorry, I still didn’t hear you. I need to know if I got your name right. Please say “yes” or “no”.

Timeout2 on Confirmation

If Yes:
Play 7080-A-FT-GetLastName Prompt-Success-1
Then Go to: 7089 AltName Check Condition

If No:
Play 7080-A-FT-ConfirmationApology-Prompt Go to: 7095-PostSSN-DB

50394

7080-A-FT-GetLastName Prompt-Success-1

Got it.

Success


50348

7080-A-FT-ConfirmationApology-Prompt

Sorry about that. Let’s try again.

Apology


--NA--

--NA--

--NA--

Max Timeout OR Max Retry at Confirmation

Go to: 7085-FT-Name-ExitFailure-Msg

Event logging





Developer notes

Collection Max Retry is set to 0.

Collection Max Timeout is set to 2

. If there is a no-match/rejection error, OR if the caller gives a “No” confirmation to the name, the system checks the ANI and SSN, loads all associated names into a custom grammar and then switches to the SPELL-ONLY fallback, which is announced in prompts Respell1, Respell2, Respell3, and SpellHelp. This matches the spell-only fallback strategy in TPPW, which is based on the Nuance Name OSDM callflow.



Set Confidential Flag to TRUE





7080B-GetLastName Spell Only


Name DialogModule™

Caller enters this module AFTER TNRS database transaction.

Entering from

7095-PostSSN-DB

Prerequisite

If SSN Post Flag = 1

Load all <Last Name> returned from SSN Post into custom spell-only grammar

Prompts

Msg. Number

REQ ID

Condition

Wording

82062

7080-B-FT-GetLastName Prompt-Respell1

Initial

Please SPELL your last name for me, like this: “S M I T H”.

82064

7080-B-FT-GetLastName Prompt-Respell2

Timeout1/Retry1

Sorry, I didn’t catch that. Go ahead and spell your last name again. For example, if your name was O’Neal, you would say “O N E A L”.

50322

7080-B-FT-GetLastName Prompt-Respell3

Timeout2/Retry2

[Global Default]. If the last name has an apostrophe, space or a hyphen in it, you can just skip that. For example, if it's a two-part name like Folsom hyphen Jones, you should just drop the hyphen and not worry about capital letters. Just say f-o-l-s-o-m-j-o-n-e-s. Try spelling the last name one more time.

82065

7080-B-FT-GetLastName Prompt-SpellHelp

Help

I need you to spell your last name. For example, if your last name was O’Neal, you’d say “O N E A L.”

REQ ID

Vocabulary

DTMF

Action

Confirm.

7080-B-FT-GetLastName Option-LastName

<last_name>

--

Play 7080-B-FT-GetLastName Prompt-Success-1

Go to: 7089 AltName Check Condition

ALWAYS

7080-B-FT-GetLastName Option-MaxTimeouts

--

--

Go to: 7085-FT-Name-ExitFailure-Msg

--

7080-B-FT-GetLastName Option-MaxRetries

--

--

Go to: 7085-FT-Name-ExitFailure-Msg

--

Confirmation Prompts

Msg. Number

REQ ID

Wording

Result

Action

82175

7080-B-FT-GetLastName ConfPrompt-LastName-1

Let me read that back. Last name:

“Let me read that back. Last Name < Last Name > spelled < Last Name Spelling >, did I get that right?”

If Yes:
Play 7080-B-FT-GetLastName-Prompt-Success-1
Then Go to: 7089 AltName Check Condition

If No:
Play 7080-B-FT-ConfirmationApology-Prompt, re-enter this module



< Last Name >

< Last Name >

50337

7080-B-FT-GetLastName ConfPrompt-LastName-2

...spelled:


CPR

< Last Name Spelling >

< Last Name Spelling >

50342

7080-B-FT-GetLastName ConfPrompt-LastName-3

Did I get that right?

82054

7080-B-FT-GetLastName ConfPrompt-Retry1

Sorry, I didn’t catch that. Please say “yes,” or “no”.

Retry1 on Confirmation

If Yes:
Play 7080-B-FT-GetLastName-Prompt-Success-1
Then Go to: 7089 AltName Check Condition

If No:
Play 7080-B-FT-ConfirmationApology-Prompt, re-enter this module

82055

7080-B-FT-GetLastName ConfPrompt-Retry2

Sorry, I still didn’t catch that. If ‘yes’ press one, otherwise press two.

Retry2 on Confirmation

If Yes:
Play 7080-B-FT-GetLastName-Prompt-Success-1
Then Go to: 7089 AltName Check Condition

If No:
Play 7080-B-FT-ConfirmationApology-Prompt, re-enter this module

82056

7080-B-FT-GetLastName ConfPrompt-Timeout1

Sorry, I didn’t hear you. I need to know if I got your name right. Please say “yes” or “no”.”

Timeout1 on Confirmation

If Yes:
Play 7080-B-FT-GetLastName-Prompt-Success-1
Then Go to: 7089 AltName Check Condition

If No:
Play 7080-B-FT-ConfirmationApology-Prompt, re-enter this module

82057

7080-B-FT-GetLastName ConfPrompt-Timeout2

Sorry, I still didn’t hear you. I need to know if I got your name right. Please say “yes” or “no”.

Timeout2 on Confirmation

If Yes:
Play 7080-B-FT-GetLastName-Prompt-Success-1
Then Go to: 7089 AltName Check Condition

If No:
Play 7080-B-FT-ConfirmationApology-Prompt, re-enter this module

50394

7080-B-FT-GetLastName Prompt-Success-1

Got it.

Success


50348

7080-B-FT-ConfirmationApology-Prompt

Sorry about that. Let’s try again.

Apology


--NA--

--NA--

--NA--

Max Timeout OR Max Retry at Confirmation

Go to: 7085-FT-Name-ExitFailure-Msg

Event logging





Developer notes

If condition = Success, load all returned names into custom spell-only grammar

If condition = Failure, use existing spell-only grammar

If there is a no-match/rejection error, OR if the caller gives a “No” confirmation to the name, the system checks the ANI and SSN, loads all associated names into a custom grammar and then switches to the SPELL-ONLY fallback, which is announced in prompts Respell1, Respell2, Respell3, and SpellHelp. This matches the spell-only fallback strategy in TPPW, which is based on the Nuance Name OSDM callflow.

Respell 3 is conditional -- may not always play depending on the number of retries/confirmations played.

Set Confidential Flag to TRUE


When invoking recognition and the Caller-Last-name variable is not null, invoke a parallel verification grammar provided by Nuance as a JSP, seeded with the contents of the Caller-Last-name variable.





7085-FT-Name-ExitFailure-Msg

Play Prompt

(Based on 1300-ExitFailurePrompt-Msg from KBA spec)

Apologize on exit

Entering from

7075A-GetFirstName Say and Spell, 7075B-GetFirstName Spell Only, 7080A-GetLastName Say and Spell, 7080B-GetLastName Spell Only, 7092A-GetAltName Say and Spell, 7092B-GetAltName Spell Only, 7230-FT-ForSelfYN-DM, 7235-FT-ForDeceasedYN-DM,


Prompts

Message Number

REQID

Wording

51008

7085-FT-Name-ExitFailure-Prompt-1

I’m sorry I’m having so much trouble.


Req ID

Condition

Action

7085-FT-Name-ExitFailure-Condition-Always

Always

Go to: 6211-ForcedTransfer-BC


Reporting



Record = U-



RECL



-Msg_7085-(Call Duration at start),T-RECL-

0000 = Success



-Call duration at process end

0001 = Error

0200 = Caller Hang Up


Developer notes

No barge-in

Note: This is the parameter exitfailureprompt and can be configured by setting this parameter


7089 AltName Check Condition



Entering from

7079- Last Name Check Condition, 7080A-GetLastName Say and Spell, 7080B-GetLastName Spell Only



REQID

Condition

Action

7089-AltName Check Condition-Condition-Null

If Alt Name = Null

Go to: 7090-FT-HaveAltNameYN-DM

7089-AltName Check Condition-Condition-Else

If Alt Name else

Report V Transactions per module note, Go to: 7110-FT-DBWait-Msg

Module Notes

V-RECL-ALN_1-(duration),T-RECL-0000-(duration)


7090-FT-HaveAltNameYN-DM

Custom Context

(Based on 5100-CheckForAltName-YN from KBA spec)

Check to see if Caller might be listed under an alternate name



Entering from

7089 AltName Check Condition



Prompts

Msg. Number

REQID

Condition

Wording

51001

7090-FT-HaveAltNameYN-Prompt-Initial-1


Some people have another last name - for example, a professional or maiden name - that might be listed under their social security number. Do you have another last name? Please say Yes or No.

82068

7090-FT-HaveAltNameYN-Prompt-Retry1


[Global Default] Would you like me to also check under another last name? Please say YES or NO.

82069

7090-FT-HaveAltNameYN-Prompt-Retry2


[Global Default] If you think you might be listed under another last name, press one. Otherwise press two.

51004

7090-FT-HaveAltNameYN-Prompt-Timeout1


I’m sorry, but I didn’t hear anything. Would you like me to also check under another last name? Please say YES or NO.

82070

7090-FT-HaveAltNameYN-Prompt-Timeout2


My apologies, but I still didn’t hear if you said anything. if you think you might be listed under another last name, please say YES or press 1. Otherwise, say NO or press 2.

82071

7090-FT-HaveAltNameYN-Prompt-Help


I need to know if you might be listed under an alternate last name. For example you may also have a professional name, or a maiden name, or one from a previous marriage. If you would like me to include another last name with this request, say YES or press 1. Otherwise say NO or press 2.

00121

7090-FT-HaveAltNameYN-Prompt-Success-1

If “yes”

Okay

00120

7090-FT-HaveAltNameYN-Prompt-Success-2

If “no”

Alright.



REQID

Vocabulary

DTMF

Action

Confirm.

7090-FT-HaveAltNameYN-Option-Yes

“Yes [please]”

“[Yes] I do”

“[Yes] I would”

“Yeah”

1

Play 7090-FT-HaveAltNameYN-Prompt-Success-1

Go to: 7092-GetAltName-A Say and Spell

Never

7090-FT-HaveAltNameYN-Option-No

“No [thanks]”

“[No] I don't”

“[No] I do not”

“[No] I wouldn't”

“[No] I would not”

2

Play 7090-FT-HaveAltNameYN-Prompt-Success-2

Go to: 7110-FT-DBWait-Msg

Never



DialogModule parameters

Parameter

Value

7090-FT-HaveAltNameYN-Parameter


after_end_of_speech_timeout

500 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True



Event logging




Reporting



Record = U-



RECL



-DM_7090-(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 5100-CheckForAltName-YN 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.

Max Timeout/ Retry set to 2



As of v.3.13.0 (Tuning 2), modified params as follows:

   <var name="property_interdigittimeout"        expr="'2200ms'"/>

   <var name="property_incompletetimeout"        expr="'2200ms'"/>




7092A-GetAltName Say and Spell


Name DialogModule™

Caller enters this module for standard name collection. No TNRS database check has occurred yet.

Entering from

7090-FT-HaveAltNameYN-DM

Prompts

Msg. Number

REQID

Condition

Wording

50305

7092-A-FT-GetAltName Prompt-Initial-1

Initial

Please say your OTHER LAST name including the spelling. [Short Pause] For example if it was Jones, you’d say “Jones, J O N E S”. Go ahead.

82072

7092-A-FT-GetAltName Prompt-Timeout1

Time out 1

Sorry, please say AND SPELL your other last name, for example, “Smith, S M I T H.”

82073

7092-A-FT-GetAltName Prompt-Timeout2

Time out 2

I still didn’t hear you. Please say your other last name, and then spell it, like this: “Smith, S M I T H”.

82080

7092-A-FT-GetAltName Prompt-SayHelp

Help

I need you to say your other last name and then spell it for me. For example, if your other last name was Jones, you’d say, “Jones, J O N E S.”

REQ ID

Vocabulary

DTMF

Action

Confirm.

7092-A-FT-GetAltName Option-Altname

<other_last_name>

<...>

Play 7092-A-FT-AltName-Prompt-Success-1

Go To: 7110-FT-DBWait-Msg

ALWAYS

7092-A-FT-GetAltName Option-MaxTimeouts

--

--

Go to: 7085-FT-Name-ExitFailure-Msg

--

7092-A-FT-GetAltName Option-MaxRetries

--

--

Play [Global Default] (I’m sorry, I didn’t understand you)

Go to: 7095-PostSSN-DB

--

Confirmation Prompts

Msg. Number

REQ ID

Wording

Result

Action

82175

7092-A-FT-GetAltName ConfPrompt-LastName-1

Let me read that back. Last name:

“Let me read that back. Last Name < Other Last Name > spelled < Other Last Name Spelling >, did I get that right?”

If Yes:
Play 7092-A-FT-GetAltName Prompt-Success-1
Then Go to: 7110-FT-DBWait-Msg

If No:
Play 7092-A-FT-ConfirmationApology-Prompt Go to: 7095-PostSSN-DB,



< Other Last Name >

< Other Last Name >

50337

7092-A-FT-GetAltName ConfPrompt-LastName-2

...spelled:


CPR

< Other Last Name Spelling >,

< Other Last Name Spelling >,

50342

7092-A-FT-GetAltName ConfPrompt-LastName-3

Did I get that right?

82054

7092-A-FT-GetAltName ConfPrompt-Retry1

Sorry, I didn’t catch that. Please say “yes,” or “no”.

Retry1 on Confirmation

If Yes:
Play 7092-A-FT-GetAltName Prompt-Success-1
Then Go to: 7110-FT-DBWait-Msg

If No:
Play 7092-A-FT-ConfirmationApology-Prompt Go to: 7095-PostSSN-DB

82055

7092-A-FT-GetAltName ConfPrompt-Retry2

Sorry, I still didn’t catch that. If ‘yes’ press one, otherwise press two.

Retry2 on Confirmation

If Yes:
Play 7092-A-FT-GetAltName Prompt-Success-1
Then Go to: 7110-FT-DBWait-Msg

If No:
Play 7092-A-FT-ConfirmationApology-Prompt Go to: 7095-PostSSN-DB

82056

7092-A-FT-GetAltName ConfPrompt-Timeout1

Sorry, I didn’t hear you. I need to know if I got your name right. Please say “yes” or “no”.”

Timeout1 on Confirmation

If Yes:
Play 7092-A-FT-GetAltName Prompt-Success-1
Then Go to: 7110-FT-DBWait-Msg

If No:
Play 7092-A-FT-ConfirmationApology-Prompt Go to: 7095-PostSSN-DB

82057

7092-A-FT-GetAltName ConfPrompt-Timeout2

Sorry, I still didn’t hear you. I need to know if I got your name right. Please say “yes” or “no”.

Timeout2 on Confirmation

If Yes:
Play 7092-A-FT-GetAltName Prompt-Success-1
Then Go to: 7110-FT-DBWait-Msg

If No:
Play 7092-A-FT-ConfirmationApology-Prompt Go to: 7095-PostSSN-DB

00120

7092-A-FT-GetAltName Prompt-Success-1

Alright.

Success


50348

7092-A-FT-ConfirmationApology-Prompt

Sorry about that. Let’s try again.

Apology


--NA--

--NA--

--NA--

Max Timeout OR Max Retry at Confirmation

Go to: 7085-FT-Name-ExitFailure-Msg

Event logging





Developer notes

Collection Max Retry is set to 0.

Collection Max Timeout is set to 2

If there is a no-match/rejection error, OR if the caller gives a “No” confirmation to the name, the system checks the ANI and SSN, loads all associated names into a custom grammar and then switches to the SPELL-ONLY fallback, which is announced in prompts Respell1, Respell2, Respell3, and SpellHelp. This matches the spell-only fallback strategy in TPPW, which is based on the Nuance Name OSDM callflow.



Set Confidential Flag to TRUE




7092B-GetAltName Spell Only


Name DialogModule™

Caller enters this module AFTER TNRS database transaction.

Entering from

7095-PostSSN-DB

Prerequisite

If SSN Post Flag = 1

Load all <Alt Name> returned from SSN Post into custom spell-only grammar

Prompts

Msg. Number

REQ ID

Condition

Wording

82075

7092-B-FT-GetAltName Prompt-Respell1

Initial

Please SPELL your other last name for me, like this: “S M I T H”.

82077

7092-B-FT-GetAltName Prompt-Respell2

Timeout1/Retry1

Sorry, I didn’t catch that. Go ahead and spell your other last name again. For example, if the name was O’Neal, you would say “O N E A L”.

82149

7092-B-FT-GetAltName Prompt-Respell3

Timeout2/Retry2

[Global Default]. If the name has an apostrophe, space or a hyphen in it, you can just skip that. For example, if it's a two part name like Folsom hyphen Jones, you should just drop the hyphen and not worry about capital letters. Just say f-o-l-s-o-m-j-o-n-e-s. Try spelling the name one more time.

82079

7092-B-FT-GetAltName Prompt-SpellHelp

Help

I need you to spell your other last name. For example, if your other last name was Jones, you’d say “J O N E S.”

REQ ID

Vocabulary

DTMF

Action

Confirm.

7092-B-FT-GetAltName Option-Altname

<other_last_name>

<...>

Play 7092-B-FT-GetAltName-B Prompt-Success-1

Go To: 7110-FT-DBWait-Msg

ALWAYS

7092-B-FT-GetAltName Option-MaxTimeouts

--

--

Go to: 7085-FT-Name-ExitFailure-Msg

--

7092-B-FT-GetAltName Option-MaxRetries

--

--

Go to: 7085-FT-Name-ExitFailure-Msg

--

Confirmation Prompts

Msg. Number

REQ ID

Wording

Result

Action

82175

7092-B-FT-AltName-ConfPrompt-LastName-1

Let me read that back. Last name:

“Let me read that back. Last Name < Other Last Name > spelled < Other Last Name Spelling >, did I get that right?”

If Yes:
Play 7092-B-FT-GetAltName-Prompt-Success-1
Then Go to: 7110-FT-DBWait-Msg

If No:
Play 7092-B-FT-ConfirmationApology-Prompt, re-enter this module



< Other Last Name >

< Other Last Name >

50337

7092-B-FT-GetAltName-ConfPrompt-LastName-2

...spelled:


CPR

< Other Last Name Spelling >,

< Other Last Name Spelling >,

50342

7092-B-FT-GetAltName-ConfPrompt-LastName-3

Did I get that right?

82054

7092-B-FT-GetAltName-ConfPrompt-Retry1

Sorry, I didn’t catch that. Please say “yes,” or “no”.

Retry1 on Confirmation

If Yes:
Play 7092-B-FT-GetAltName-Prompt-Success-1
Then Go to: 7110-FT-DBWait-Msg

If No:
Play 7092-B-FT-ConfirmationApology-Prompt, re-enter this module.

82055

7092-B-FT-GetAltName-ConfPrompt-Retry2

Sorry, I still didn’t catch that. If ‘yes’ press one, otherwise press two.

Retry2 on Confirmation

If Yes:
Play 7092-B-FT-GetAltName-Prompt-Success-1
Then Go to: 7110-FT-DBWait-Msg

If No:
Play 7092-B-FT-ConfirmationApology-Prompt, re-enter this module

82056

7092-B-FT-GetAltName-ConfPrompt-Timeout1

Sorry, I didn’t hear you. I need to know if I got your name right. Please say “yes” or “no”.”

Timeout1 on Confirmation

If Yes:
Play 7092-B-FT-GetAltName-Prompt-Success-1
Then Go to: 7110-FT-DBWait-Msg

If No:
Play 7092-B-FT-ConfirmationApology-Prompt, re-enter this module

82057

7092-B-FT-GetAltName-ConfPrompt-Timeout2

Sorry, I still didn’t hear you. I need to know if I got your name right. Please say “yes” or “no”.

Timeout2 on Confirmation

If Yes:
Play 7092-B-FT-GetAltName-Prompt-Success-1
Then Go to: 7110-FT-DBWait-Msg

If No:
Play 7092-B-FT-ConfirmationApology-Prompt, re-enter this module

00120

7092-B-FT-GetAltName Prompt-Success-1

Alright.

Success


50348

7092-B-FT-ConfirmationApology-Prompt

Sorry about that. Let’s try again.

Apology


--NA--

--NA--

--NA--

Max Timeout OR Max Retry at Confirmation

Go to: 7085-FT-Name-ExitFailure-Msg

Event logging





Developer notes

If condition = Success, load all returned names into custom spell-only grammar

If condition = Failure, use existing spell-only grammar

If there is a no-match/rejection error, OR if the caller gives a “No” confirmation to the name, the system checks the ANI and SSN, loads all associated names into a custom grammar and then switches to the SPELL-ONLY fallback, which is announced in prompts Respell1, Respell2, Respell3, and SpellHelp. This matches the spell-only fallback strategy in TPPW, which is based on the Nuance Name OSDM callflow.

In spell-only fallback collections, use spell-only grammar.

Respell 3 is conditional -- may not always play depending on the number of retries/confirmations played.

Set Confidential Flag to TRUE





7095-PostSSN-DB

Database Query

In this DM, the collected SSN is “posted” using the TNRS request.


Entering from

7075A-GetFirstName Say and Spell,7080A-GetLastName Say and Spell , 7092A-GetAltName Say and Spell

Prerequisite

REQID

Condition

Action

--NA--

SSN Post Flag = 0

Continue in this form

RECL-PSSN-7095-Option-NC-7

SSN Post Flag = 1, Entering from First Name, Max Retry

Go to: 7075B-GetFirstName Spell Only, Condition Failure

RECL-PSSN-7095-Option-NC-8

SSN Post Flag = 1, Entering from Last Name Max Retry

Go to: 7080B-GetLastName Spell Only , Condition Failure

RECL-PSSN-7095-Option-NC-9

SSN Post Flag = 1, Entering from Alt Name Max Retry

Go to: 7092B-GetAltName Spell Only , Condition Failure


Input Field

Description

Value

SSN

The SSN collected in 5020-GetSSNumber-SSN

SSN: 9-digit SSN

associatedAppID

Varchar (8 max)

TK99

ANI

System provided ANI

ANI: 10-digit calling number, if no ANI available, or ANI is less than 10 digits send all zeros.


Output Field

Description

<FirstName> <LastName> <OtherLastName>

All First Name, Last Name, Alt Name associated with the ANI/SSN.


Req ID

Condition

Action

RECL-PSSN-7095-Option-NC-1

If Success and First Name

Set SSN Post Flag to 1, Go to: 7075B-GetFirstName Spell Only

RECL-PSSN-7095-Option-NC-2

If Success and Last Name

Set SSN Post Flag to 1, Go to: 7080B-GetLastName Spell Only

RECL-PSSN-7095-Option-NC-3

If Success and Alt Name

Set SSN Post Flag to 1, Go to: 7092B-GetAltName Spell Only

RECL-PSSN-7095-Option-NC-4

Else and First Name

Set SSN Post Flag to 1, Go to: 7075B-GetFirstName Spell Only

RECL-PSSN-7095-Option-NC-5

Else and Last Name

Set SSN Post Flag to 1, Go to: 7080B-GetLastName Spell Only

RECL-PSSN-7095-Option-NC-6

Else and Alt Name

Set SSN Post Flag to 1, Go to: 7092B-GetAltName Spell Only

Reporting



Record = D-



RECL



-HDB_7095-(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



7110-FT-DBWait-Msg

Play Prompt

(Based on 5220-CheckingNow-Msg from KBA spec)

Tell the caller there may be a short delay while we check the information they gave us.


Entering from

7089 AltName Check Condition, 7090-FT-HaveAltNameYN-DM, 7092A-GetAltName Say and Spell 7092B-GetAltName Spell Only


Prompts

MSg. Number

REQID

Wording

52201

7110-FT-DBWait-Prompt-1

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


Req ID

Condition

Action

7110-FT-DBWait-Condition-Always

Always

Go to: 7115-FT-Authenticate-DB


Event logging



Reporting



Record = U-



RECL



-Msg_7110-(Call Duration at start),T-RECL-

0000 = Success



-Call duration at process end

0001 = Error

0200 = Caller Hang Up


Developer notes

No barge-in


7115-FT-Authenticate-DB

Database Query

(Based on 5230-QueryKB-DB from KBA spec)

Check the Knowledge Base database.


Entering from

7110-FT-DBWait-Msg


Field

Values

Length/Description

sid

SSATK99HC, SSATK99DEV, SSATK99VAL,

SSATK99INT1,

SSATK99INT2

service id

func

AUTH

function code

requestId

numeric

10

ssn

numeric

9

firstName

alpha

15

lastName

alpha

20

otherLastName

alpha

20

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

7115-FT-Authenticate-Condition-Succ

IF success (return code = 0000)

Go to: 7120-FT-AuthSuccess-Msg

7115-FT-Authenticate-Condition-NoMatch

Else if return code = 0108

Go to: 7125-FT-AuthNoMatch-Msg

7115-FT-Authenticate-Condition-SysProblems

Else if return code = 0151 or 7777

Go to: 7121-FT-AuthSystemProblems-Msg

7115-FT-Authenticate-Condition-SysUnavailable

Else if return code = 0152

Go to: 7122-FT-AuthSystemUnavailable-Msg

7115-FT-Authenticate-Condition-AcctBlocked

Else if return code = 0508

Go to: 7130-FT-AuthAcctBlocked-Msg

7115-FT-Authenticate-Condition-OtherIssue

Else if return code = 9999 or other

Go to: 7123-FT-AuthOther-Msg


Reporting



Record = D-



RECL



-HDB_7115-(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



7120-FT-AuthSuccess-Msg

Play Prompt

(Based on 5250-SaySuccess-Msg from KBA spec)

Tell caller they've been verified.


Entering from

7115-FT-Authenticate-DB


Prompts

Msg. Number

REQID

Wording

52501

7120-FT-AuthSuccess-Prompt-1

OK, everything checks out.


Req ID

Condition

Action

7120-FT-AuthSuccess-Condition-Always

Always

Go to: 7230-FT-ForSelfYN-DM


Event logging



Developer notes



Record = U-



RECL



-Msg_7120-(Call Duration at start),T-RECL-

0000 = Success



-Call duration at process end

0001 = Error

0200 = Caller Hang Up


Developer notes

No barge-in


7121-FT-AuthSystemProblems-Msg

Play Prompt

Return code 0151 or 7777 in Authentication, or other codes in Ping.


Entering from

7039-FT-Ping-DB, 7115-FT-Authenticate-DB


Prompts

Msg. Number

REQID

Wording

82081

7121-FT-AuthSystemProblems-Prompt-1

Due to system problems, we are unable to process your request at this time.


Req ID

Condition

Action

7121-FT-AuthSystemProblems-Condition-Always

Always

Go to: 6211-ForcedTransfer-BC


Event logging



Reporting



Record = U-



RECL



-Msg_7121-(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 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.


7122-FT-AuthSystemUnavailable-Msg

Play Prompt

Return code 0152 in Authentication or Ping.


Entering from

7039-FT-Ping-DB, 7115-FT-Authenticate-DB


Prompts

MSg. Number

REQID

Wording

82082

7122-FT-AuthSystemUnavailable-Prompt-1

I'm sorry, but the system is unavailable at this time.


Req ID

Condition

Action

7122-FT-AuthSystemUnavailable-Condition-Always

Always

Go to: 6211-ForcedTransfer-BC


Event logging



Reporting



Record = U-



RECL



-Msg_7122-(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



7123-FT-AuthOther-Msg

Play Prompt

Return code 9999 from Authentication


Entering from

7115-FT-Authenticate-DB


Prompts

Msg. Number

REQID

Wording

82083

7123-FT-AuthOther-Prompt-1

We’re sorry, we are unable to process your request.


Req ID

Condition

Action

7123-FT-AuthOther-Condition-Always

Always

Go to: 6211-ForcedTransfer-BC


Event logging



Reporting



Record = U-



RECL



-Msg_7123-(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



7125-FT-AuthNoMatch-Msg

Play Prompt

(Based on 5260-SayFailure-Msg from KBA spec)

Tell caller they could not be verified (return code 0108)


Entering from

7115-FT-Authenticate-DB


Prompts

Message Number

REQID

Wording

82084

7125-FT-NoMatch-Prompt-1

Sorry, we cannot match the information that you provided.


Req ID

Condition

Action

7125-FT-NoMatch-Condition-Always

Always

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


Event logging



Reporting



Record = U-



RECL



-Msg_7125-(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.



7130-FT-AuthAcctBlocked-Msg

Play Prompt

(Based on 5270-AccountBlocked-Msg from KBA spec)

Return code 0508


Entering from

7115-FT-Authenticate-DB


Prompts

Msg. Number

REQID

Wording

82085

7130-FT-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.



Condition

Action

7130-FT-AuthAcctBlocked-Condition-Always

Always

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


Event logging



Reporting



Record = U-



RECL



-Msg_7130-(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



Form Request

7230-FT-ForSelfYN-DM

Custom Context

(Based on 1040-ConfirmName-YN from KBA spec)

Confirm name collection



Entering from

7120-FT-AuthSuccess-Msg



Prompts

Msg. Number

Type

REQID

Wording

82086

Initial

7230-FT-ForSelfYN-Prompt-Initial-1

Now, which of the following are you requesting: Your OWN replacement 1099, or someone ELSE's?

82087

retry 1

7230-FT-ForSelfYN-Prompt-Retry1

[ Global Default] You can say "my OWN" or "someone else's".

82088

retry 2

7230-FT-ForSelfYN-Prompt-Retry2

[ Global Default] You can say "my OWN" or press 1, or "someone else's" or press 2.

82089

Timeout 1

7230-FT-ForSelfYN-Prompt-Timeout1

Sorry, I didn’t hear anything. If you are the beneficiary, say "my own replacement 1099". If someone else is the beneficiary, say "someone else's".

82090

Timeout 2

7230-FT-ForSelfYN-Prompt-Timeout2

I’m sorry, but I still didn’t hear anything. You can say "my own replacement 1099" or press 1, or "someone else's", or press 2.

82091

Help

7230-FT-ForSelfYN-Prompt-Help

I need to know whether you are the beneficiary on the replacement 1099. If you are, then say "my own replacement 1099" or press 1. Otherwise if you're calling for a replacement 1099 for another beneficiary, say "someone else's" or press 2.

00121

Exit success

7230-FT-ForSelfYN-Prompt-Success-1

Ok.



REQID

Vocabulary

DTMF

Action

Confirm.

7230-FT-ForSelfYN-Option-Own

My own;

Your own;

Yes

“my own replacement 1099”

“my own replacement”

“my own 1099”

“own”, “mine”

1

7230-FT-ForSelfYN-Prompt-Success-1

Go to: 7255-FT-ValidateForSelf-DB

Never

7230-FT-ForSelfYN-Option-SomeoneElse

Someone else's

2

Go to: 7235-FT-ForDeceasedYN-DM

Never

7230-FT-ForSelfYN-Option-Failure



Go to: 7085-FT-Name-ExitFailure-Msg




Reporting



Record = U-



RECL



-DM_7230-(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



7235-FT-ForDeceasedYN-DM

Custom Context

(Based on 1040-ConfirmName-YN from KBA spec)

Confirm name collection



Entering from

7230-FT-ForSelfYN-DM



Prompts

Msg. Number

REQID

Wording

82092

7235-FT-ForDeceasedYN-Prompt-Initial-1

Is the replacement 1099 for a deceased person?

82093

7235-FT-ForDeceasedYN-Prompt-Retry1

[ Global Default] Is the replacement 1099 for a deceased person? Please say YES or NO.

82094

7235-FT-ForDeceasedYN-Prompt-Retry2

[ Global Default] If the replacement 1099 is for a deceased person, please press 1. Otherwise if the replacement 1099 is for someone else press 2.

82095

7235-FT-ForDeceasedYN-Prompt-Timeout1

Sorry, I didn’t hear anything. Are you requesting a replacement 1099 that was issued for a deceased person? Please say YES or NO.

82096

7235-FT-ForDeceasedYN-Prompt-Timeout2

I’m sorry, but I still didn’t hear anything. If the replacement 1099 is for a beneficiary who is now deceased, please say YES or press 1. Otherwise say NO or press 2.

82097

7235-FT-ForDeceasedYN-Prompt-Help

In the previous question you said that the replacement 1099 isn't for yourself, so I'm trying to understand who it is for. If the replacement 1099 is for a beneficiary who is now deceased, say YES or press 1. Otherwise say NO.

00121

7235-FT-ForDeceasedYN-Prompt-Success-1

Ok.



REQID

Vocabulary

DTMF

Action

Confirm.

7235-FT-ForDeceasedYN-Option-Yes

Yes and usual synonyms;

For a deceased person

1

7235-FT-ForDeceasedYN-Prompt-Success-1

Go to: 7240-FT-DeceasedSSN-DM

Never

7235-FT-ForDeceasedYN-Option-No

No and usual synonyms

2

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

Never

7235-FT-ForDeceasedYN-Option-Failure



Go to: 7085-FT-Name-ExitFailure-Msg




Reporting



Record = U-



RECL



-DM_7235-(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




7240-FT-DeceasedSSN-DM

Social Security DialogModule™

(Based on 5020-GetSSNumber-SSN from KBA spec)

Get the caller's Social Security Number


Entering from

7235-FT-ForDeceasedYN-DM


Prompts

Msg. Number

REQID

Wording

82098

7240-FT-DeceasedSSN-Prompt-Initial-1

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

82099

7240-FT-DeceasedSSN-Prompt-Retry1

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

70004

7240-FT-DeceasedSSN-Prompt-Retry2

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

82100

7240-FT-DeceasedSSN-Prompt-Timeout1

Sorry, I didn’t hear anything. Please enter or say the deceased person's nine digit social security number now.

82101

7240-FT-DeceasedSSN-Prompt-Timeout2

I’m sorry, but I still didn’t hear anything. Try saying the deceased person's 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 on your telephone keypad.

82102

7240-FT-DeceasedSSN-Prompt-Help

You can tell me the deceased person's 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 on your telephone keypad. Please say or enter the person's social security number now.


REQID

Vocabulary

DTMF

Action

Confirm.

7240-FT-DeceasedSSN-Option-SSN

<SSN>

Allow prefix phrases:

[ok | alright] [it is | [his | her| their | the] social security number is]

<SSN>

<no action here – confirm it>

Always


Confirmation prompts

Msg. Number

REQID

Wording

Result

82103

7240-FT-DeceasedSSN-ConfPrompt-SSN1

That social security number is:

That social security number is: 1 2 3 – 4 5 – 6 7 8 9. Is that right?

82104

7240-FT-DeceasedSSN-ConfPrompt-SSN2

Okay, now I think I’ve got it The number is:

Okay, now I think I’ve got it. The number is: 1 2 3 - 4 5 - 6 7 8 9. Is that right?


<SS_Num>

CPR

1 2 3 – 4 5 – 6 7 8 9

82105

7240-FT-DeceasedSSN-ConfPrompt-SSN3

Is that right?


00118

00119

7240-FT-DeceasedSSN-ConfPrompt-SSNretry

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


00118

00119

7240-FT-DeceasedSSN-ConfPrompt-SSNtimeout

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


82106

7240-FT-DeceasedSSN-ConfPrompt-Success

Please hold while I check our database.



REQID

Vocabulary

DTMF

Action

Confirm.

7240-FT-DeceasedSSN-ConfOption-Yes

“Yes [it is]”

“[Yes] that's right”

“Right”

“[That's] correct”

1

Play 7240-FT-DeceasedSSN-ConfPrompt-Success

Go to: 7275-FT-ValidateForDeceased-DB

Never

7240-FT-DeceasedSSN-ConfOption-No

“No [it isn't]”

“[No] that's not right”

2

Re-enter Dialog Module per default behavior

Never

DialogModule parameters

Parameter

Value

7240-FT-DeceasedSSN-Parameter


after_end_of_speech_timeout (incompletetimeout)

2500 msec

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

max speech duration

20,000 msec

Interdigittimeout

5500 msec

low confidence threshold

.100


Event logging

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.

Fill semantic item <SS_Num>


Reporting



Record = U-



RECL



-DM_7240-(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

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

        Area numbers greater than or equal to 800 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



Validation

7255-FT-ValidateForSelf-DB

Database Query

(Based on 5230-QueryKB-DB from KBA spec)

Check the Knowledge Base database.


Entering from

7230-FT-ForSelfYN-DM


Field

Values

Length

sid

SSATK99HC, SSATK99DEV, SSATK99VAL,

SSATK99INT1,

SSATK99INT2

service id

func

INFO


requestId

Numeric

10

deceasedSSN

Numeric

9 digit SSN (optional)

ani

Numeric string

10 digit ANI

jsessionid

alphanumeric string

Variable max 100 bytes

pd-h-session-id

Alpha numeric string

Variable max 100 bytes

pd_stateful

Alpha numeric string

Variable max 100 bytes

pd-id

Alpha numeric string

Variable max 100 bytes


Output Field

Description

verification status

success or failure


Req ID

Condition

Action

7255-FT-ValidateForSelf-Condition-Success

IF success (ie “<statusCode> = 0000”)

Go to: 7260-FT-ValidateSelfSuccess-Msg

7255-FT-ValidateForSelf-Condition-OffSeason

Else if Off season (return code 1111)

Set return code = 1111

Go to: 7305-FT-ValidateOffSeason-Msg

7255-FT-ValidateForSelf-Condition-SysProblems

Else if return code = 0151 or 7777

Go to: 7302-FT-ValidateSystemProblems-Msg

7255-FT-ValidateForSelf-Condition-SysUnavailable

Else if return code = 0152

Go to: 7303-FT-ValidateSystemUnavailable-Msg

7255-FT-ValidateForSelf-Condition-OtherIssue

Else if Other issue (return code 9999 or other). This is returned if any of the other checks fail (e.g., the “deceased” beneficiary isn’t deceased, the caller reported a change of address less than 30 days ago, or a variety of other reasons).

Set return code = 9999

Go to: 7310-FT-ValidateOther-Msg


Reporting



Record = D-



RECL



-HDB_7255-(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



7260-FT-ValidateSelfSuccess-Msg

Play Prompt

(Based on 5250-SaySuccess-Msg from KBA spec)

Tell caller they've been verified.


Entering from

7255-FT-ValidateForSelf-DB, 7270-FT-ValidateSelfAnythingElse-DM


Prompts

Msg. Number

REQID

Wording

82131

7260-FT-ValidateSelfSuccess-Prompt-1

Your replacement 1099 for

NA


for [current year minus one]

82132

7260-FT-ValidateSelfSuccess-Prompt-2

will be sent to your address on record. If you live in the United States, you should receive it by

NA


[current date + 10 days]

82133

7260-FT-ValidateSelfSuccess-Prompt-3

Otherwise if you live outside the United States, you should receive it by

NA


[current date + 30 days]

82134

7260-FT-ValidateSelfSuccess-Prompt-4

If you haven't received the replacement 1099 by then, please call us back.


Req ID

Condition

Action

7260-FT-ValidateSelfSuccess-Condition-Always

Always

return code := success

Go to: 7270-FT-ValidateSelfAnythingElse-DM


Event logging



Reporting



Record = U-



RECL



-Msg_7260-(Call Duration at start),T-RECL-

0000 = Success



-Call duration at process end

0001 = Error

0200 = Caller Hang Up


Developer notes

No barge-in



7270-FT-ValidateSelfAnythingElse-DM

Custom Context DialogModule™

(Based on 1350-Form1099NowWhat-DM from N8NN spec)

Caller got 1099 information. What next?


Entering from

DECOMMISSIONED 24-JUNE-2009 :: DECOMMISSIONED 24-June-2009 :: 7036-FT-WhichYear-DM, 7260-FT-ValidateSelfSuccess-Msg


Prompts

Msg. Number

REQID

Wording

82138

7270-FT-ValidateSelfAnythingElse-Initial-1

If you're finished, you can just hang up. Otherwise, to hear that information again, say "repeat that" or for any other requests, say "Main menu".

82137

7270-FT-ValidateSelfAnythingElse-Retry1

[Global Default] If you're finished, you can just hang up. Otherwise, to hear that again, say "repeat that" or press 1. To make another request, say "Main menu" or press 9

00121

7270-FT-ValidateSelfAnythingElse-Success-1

Ok.


REQID

Vocabulary

DTMF

Action

Confirm.

7270-FT-ValidateSelfAnythingElse-Option-RPT

repeat that

1

Play 7270-FT-ValidateSelfAnythingElse-Success-1

Go to: 7260-FT-ValidateSelfSuccess-Msg

Never

7270-FT-ValidateSelfAnythingElse-Option-MainMenu

Main menu

“other request”

9

Play 7270-FT-ValidateSelfAnythingElse-Success-1

Go to: (Main menu)

Never

7270-FT-ValidateSelfAnythingElse-Option-Agent

Agent and usual synonyms

0

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

Never

7270-FT-ValidateSelfAnythingElse-Option-Timeout

—

—

Go to: 7020-FT-CurrentDate-BC

—


DialogModule parameters

Parameter

Value

7270-FT-ValidateSelfAnythingElse-Parameter


incompletetimeout (formerly noted as after_end_of_speech_timeout)

500 ms

timeout (formerly noted as before_begin_of_speech_timeout )

7,000 ms

bargein (formerly noted as allowing_barge_in)

True

maxnomatches (formerly noted as retries)

1

maxnoinputs (formerly noted as timeouts)

0


Event logging



Reporting



Record = U-



RECL



-DM_7270-(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



7275-FT-ValidateForDeceased-DB

Database Query



Entering from

7240-FT-DeceasedSSN-DM


Input Field

Description

SSN (caller)


SSN (deceased beneficiary)



Output Field

Description

verification status

success or failure


Req ID

Condition

Action

7275-FT-ValidateForDeceased-Condition-Succ

IF success (ie “<statusCode> = 0000”)

Go to: 7280-FT-ValidateDeceasedSuccess-Msg

7275-FT-ValidateForDeceased-Condition-FailureNoRelMatch

Else if failure because relationship doesn’t match (return code 226)

Go to: 7300-FT-ValidateNoRelationshipMatch-DM

7275-FT-ValidateForDeceased-Condition-OffSeason

Off season (return code 1111)

Go to: 7305-FT-ValidateOffSeason-Msg

7275-FT-ValidateForDeceased-Condition-SysProblems

Else if return code = 0151 or 7777

Go to: 7302-FT-ValidateSystemProblems-Msg

7275-FT-ValidateForDeceased-Condition-SysUnavailable

Else if return code = 0152

Go to: 7303-FT-ValidateSystemUnavailable-Msg

7275-FT-ValidateForDeceased-Condition-OtherIssue

Other issue (return code 9999 or other). This is returned if any of the other checks fail (e.g., the “deceased” beneficiary isn’t deceased, the caller reported a change of address less than 30 days ago, or a variety of other reasons).

Go to: 7310-FT-ValidateOther-Msg


Reporting



Record = D-



RECL



-HDB_7275-(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



7280-FT-ValidateDeceasedSuccess-Msg

Play Prompt

(Based on 5250-SaySuccess-Msg from KBA spec)

Tell caller they've been verified.


Entering from

7275-FT-ValidateForDeceased-DB, 7285-FT-ValidateDeceasedRepeatYN-DM


Prompts

Msg. Number

REQID

Wording


(Result of the prompt sequence)

Ok, the replacement 1099 for the deceased person for [current year minus one] will be sent to YOUR address on record. If you live in the United States, you should receive it by [current date + 10 days]. Otherwise if you live outside the United States, you should receive it by [current date + 30 days]. If you haven't received the replacement 1099 by then, please call us back.

82111

7280-ValidateDeceasedSuccess-Prompt-1

Ok, the replacement 1099 for the deceased person for


--

[current year minus one]

82112

7280-ValidateDeceasedSuccess-Prompt-2

...will be sent to YOUR address on record. If you live in the United States, you should receive it by


--

[current date + 10 days]

82113

7280-ValidateDeceasedSuccess-Prompt-3

Otherwise if you live outside the United States, you should receive it by


--

[current date + 30 days]

82114

7280-ValidateDeceasedSuccess-Prompt-4

If you haven't received the replacement 1099 by then, please call us back.


Req ID

Condition

Action

7280-FT-ValidateDeceasedSuccess-Condition-Always

Always

return code := success

Go to: 7285-FT-ValidateDeceasedRepeatYN-DM


Event logging



Reporting



Record = U-



RECL



-Msg_7280-(Call Duration at start),T-RECL-

0000 = Success



-Call duration at process end

0001 = Error

0200 = Caller Hang Up


Developer notes

No barge-in


7285-FT-ValidateDeceasedRepeatYN-DM

YesNo

(Based on 1350-Form1099NowWhat-DM from N8NN spec)

Caller got 1099 information. What next?


Entering from

7280-FT-ValidateDeceasedSuccess-Msg


Prompts

Msg. Number

REQID

Wording

1000

7285-FT-ValidateDeceasedRepeatYN-Initial-1

[1 sec silence]

00124

7285-FT-ValidateDeceasedRepeatYN-Initial-2

Would you like to hear this message again?

82108

7285-FT-ValidateDeceasedRepeatYN-Retry1

[ Global Default] If you'd like to hear the message again, say Yes or press 1. Otherwise say No or press 2.

00121

7285-FT-ValidateDeceasedRepeatYN-Success-1

Ok.


REQID

Vocabulary

DTMF

Action

Confirm.

7285-FT-ValidateDeceasedRepeatYN-Option-Yes

Yes and usual synonyms

1

Go to: 7280-FT-ValidateDeceasedSuccess-Msg

Never

7285-FT-ValidateDeceasedRepeatYN-Option-No

No and usual synonyms

2

Play 7285-FT-ValidateDeceasedRepeatYN-Success-1

Go to: 7290-FT-ValidateDeceasedAnythingElse-DM

Never

7285-FT-ValidateDeceasedRepeatYN-Option-Agent

Agent and usual synonyms

0

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

Never

7285-FT-ValidateDeceasedRepeatYN-Option-Timeout

—

—

Go to: 7020-FT-CurrentDate-BC

—

7285-FT-ValidateDeceasedRepeatYN-Option-Retry

—

—

Go to: 7290-FT-ValidateDeceasedAnythingElse-DM

—


DialogModule parameters

Parameter

Value

7285-FT-ValidateDeceasedRepeatYN-Parameter


incompletetimeout (formerly noted as after_end_of_speech_timeout)

500 ms

timeout (formerly noted as before_begin_of_speech_timeout )

7,000 ms

bargein (formerly noted as allowing_barge_in)

True

maxnomatches (formerly noted as retries)

1

maxnoinputs (formerly noted as timeouts)

0


Event logging



Reporting



Record = U-



RECL



-DM_7285-(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 1350-Form1099NowWhat-DM in the N8NN spec. These are the latest ones we have on record. Please validate these against the ones that you have in the deployed code.


7290-FT-ValidateDeceasedAnythingElse-DM

Custom Context DialogModule™

(Based on 1350-Form1099NowWhat-DM from N8NN spec)

Caller got 1099 information. What next?


Entering from

7285-FT-ValidateDeceasedRepeatYN-DM


Prompts

Message Number

REQID

Wording

82109

7290-FT-ValidateDeceasedAnythingElse-Initial-1

If you have any other requests, say "Main menu". Or if you're finished, you can just hang up.

82110

7290-FT-ValidateDeceasedAnythingElse-Retry1

[ Global Default] To make another request, say "Main menu" or press 9. Or you can just hang up.

00121

7290-FT-ValidateDeceasedAnythingElse-Success-1

Ok.


REQID

Vocabulary

DTMF

Action

Confirm.

7290-FT-ValidateDeceasedAnythingElse-Option-MainMenu

Main menu

9

Play 7290-FT-ValidateDeceasedAnythingElse-Success-1

Go to: (Main menu)

Never

7290-FT-ValidateDeceasedAnythingElse-Option-Agent

Agent and usual synonyms

0

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

Never

7290-FT-ValidateDeceasedAnythingElse-Option-Timeout

—

—

Go to: 7020-FT-CurrentDate-BC

—


DialogModule parameters

Parameter

Value

7290-FT-ValidateDeceasedAnythingElse-Parameter


incompletetimeout (formerly noted as after_end_of_speech_timeout)

500 ms

timeout (formerly noted as before_begin_of_speech_timeout )

7,000 ms

bargein (formerly noted as allowing_barge_in)

True

maxnomatches (formerly noted as retries)

1

maxnoinputs (formerly noted as timeouts)

0


Event logging



Reporting



Record = U-



RECL



-DM_7290-(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

Application will disconnect after SECOND invalid response.

The parameter values above are taken from 1350-Form1099NowWhat-DM in the N8NN spec. These are the latest ones we have on record. Please validate these against the ones that you have in the deployed code.



7300-FT-ValidateNoRelationshipMatch-DM

Custom Context DialogModule™

Returned if caller does not have appropriate relationship to the deceased beneficiary (Return code 226)


Entering from

7275-FT-ValidateForDeceased-DB


Prompts

Message Number

REQID

Wording

82115


7300-FT-ValidateNoRelationshipMatch-Initial-1

You'll need to submit your request in writing to a field office. If you'd like to find a mailing address using the field office locator, say "Find a field office". For a new request, say "Main menu". Or if you're finished, you can hang up now.

82116

7300-FT-ValidateNoRelationshipMatch-Retry1

[ Global Default] You can say "Find a field office", "Main menu" or you can hang up now.

82117

7300-FT-ValidateNoRelationshipMatch-Retry2

[ Global Default] You can say "Find a field office" or press 1, or "Main menu" or press 9. Or you can just hang up.

82118

7300-FT-ValidateNoRelationshipMatch-Timeout1

Sorry, I didn’t hear anything. You can say "Find a field office", "Main menu" or you can hang up now.

82119

7300-FT-ValidateNoRelationshipMatch-Timeout2

I’m sorry, but I still didn’t hear anything. You can say "Find a field office" or press 1, or "Main menu" or press 9. Or you can just hang up.

82120

7300-FT-ValidateNoRelationshipMatch-Success-1

Ok, field office locator.


REQID

Vocabulary

DTMF

Action

Confirm.

7300-FT-ValidateNoRelationshipMatch-Option-FieldOffice

[Find a] field office; [mailing] address

1

Play 7300-FT-ValidateNoRelationshipMatch-Success-1

Go to: (Field office locator)

If necessary

7300-FT-ValidateNoRelationshipMatch-Option-MainMenu

Main menu

9

Go to: (Main menu)

Never

Confirmation prompts

Message Number

REQID

Wording

82144

7300-FT-ValidateNoRelationshipMatch-ConfPrompt-FieldOffice

You’d like to find a field office, is that right?


DialogModule parameters

Parameter

Value

7300-FT-ValidateNoRelationshipMatch--Parameter


incompletetimeout (formerly noted as after_end_of_speech_timeout)

500 ms

timeout (formerly noted as before_begin_of_speech_timeout )

7,000 ms

bargein (formerly noted as allowing_barge_in)

True

maxnomatches (formerly noted as retries)

1

maxnoinputs (formerly noted as timeouts)

0


Event logging



Reporting



Record = U-



RECL



-DM_7300-(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 1350-Form1099NowWhat-DM in the N8NN spec. These are the latest ones we have on record. Please validate these against the ones that you have in the deployed code.


7302-FT-ValidateSystemProblems-Msg

Play Prompt

Return code 0151 or 7777


Entering from

7255-FT-ValidateForSelf-DB, 7275-FT-ValidateForDeceased-DB


Prompts

Msg. Number

REQID

Wording

82121

7302-FT-ValidateSystemProblems-Prompt-1

Due to system problems, we are unable to process your request at this time.


Req ID

Condition

Action

7302-FT-ValidateSystemProblems-Condition-Always

Always

Go to: 6211-ForcedTransfer-BC


Event logging



Reporting



Record = U-



RECL



-Msg_7302-(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 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.



7303-FT-ValidateSystemUnavailable-Msg

Play Prompt

Return code 0152


Entering from

7255-FT-ValidateForSelf-DB, 7275-FT-ValidateForDeceased-DB


Prompts

Message Number

REQID

Wording

82122

7303-FT-ValidateSystemUnavailable-Prompt-1

I'm sorry, but the system is unavailable at this time.


Req ID

Condition

Action

7303-FT-ValidateSystemUnavailable-Condition-Always

Always

Go to: 6211-ForcedTransfer-BC


Event logging



Reporting



Record = U-



RECL



-Msg_7303-(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



7305-FT-ValidateOffSeason-Msg

Play Prompt

Tell callers that their request was made out of season. (return code 1111)

Same as 7025-FT-January-Msg


Entering from

7255-FT-ValidateForSelf-DB, 7275-FT-ValidateForDeceased-DB


Prompts

Message Number

REQID

Wording

82123

7305-FT-ValidateOffSeason-Prompt-1

Social Security beneficiaries will receive SSA 1099’s in the mail by the end of January showing benefits they received in ...


CPR

[current year minus one]

1000

silence_1000

[1 sec silence]

82124

7305-FT-ValidateOffSeason-Prompt-2

You can use your SSA 1099 to determine if any of your benefits are subject to Federal Income Tax. If you do not receive your SSA 1099 by February first, call back after February first to request a replacement 1099. Replacement 1099’s for ...


CPR

[current year minus one]

82125

7305-FT-ValidateOffSeason-Prompt-3

... will not be available until that date, even from an agent, and statements for ...


CPR

[current year]

82126

7305-FT-ValidateOffSeason-Prompt-4

... will not be available until January of next year. [2 sec pause] If you need a replacement 1099 for tax year ...


CPR

[current year minus two]


Req ID

Condition

Action

7305-FT-ValidateOffSeason-Condition-Always

Always

Go to: 7035-FT-NowWhat-DM


Event logging



Reporting



Record = U-



RECL



-Msg_7305-(Call Duration at start),T-RECL-

0000 = Success



-Call duration at process end

0001 = Error

0200 = Caller Hang Up


Developer notes

No barge-in



7310-FT-ValidateOther-Msg

Play Prompt

Other issue (return code 9999). Returned if any of the other checks fail (e.g. the "deceased" beneficiary isn't deceased, the caller reported a change of address less than 30 days ago, or a variety of other reasons.


Entering from

7255-FT-ValidateForSelf-DB, 7275-FT-ValidateForDeceased-DB


Prompts

Message Number

REQID

Wording

82128

7310-FT-ValidateOther-Prompt-1

We’re sorry, we are unable to process your request.


Req ID

Condition

Action

7310-FT-ValidateOther-Condition-Always

Always

Go to: 6211-ForcedTransfer-BC


Event logging



Reporting



Record = U-



RECL



-Msg_7310-(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.



Agent Transfer


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 (but not currently called in the Replacement 1099 functionality) – On a Max Timeout/ Retry Condition,

7035-FT-NowWhat-DM, DECOMMISSIONED 24-JUNE-2009 :: 7036-FT-WhichYear-DM, 7038-FT-NewAddressYN-DM, 7125-FT-AuthNoMatch-Msg, 7130-FT-AuthAcctBlocked-Msg, 7235-FT-ForDeceasedYN-DM, 7270-FT-ValidateSelfAnythingElse-DM, 7285-FT-ValidateDeceasedRepeatYN-DM, 7290-FT-ValidateDeceasedAnythingElse-DM. Error: Reference source not found


REQID

Condition

Action

6200-GiveUpSendSomewhere-Condition-MaxTimeout/Retry

Max Timeout/ Retry

Go to: N8NN Main Menu, Module 1130-GiveUpSendSomewhere-Check

6200-GiveUpSendSomewhere-Condition-Agent Request

Agent Request

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

7085-FT-Name-ExitFailure-Msg, 7121-FT-AuthSystemProblems-Msg, 7122-FT-AuthSystemUnavailable-Msg, 7123-FT-AuthOther-Msg, 7302-FT-ValidateSystemProblems-Msg, 7303-FT-ValidateSystemUnavailable-Msg, 7310-FT-ValidateOther-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



Entering from

6211-ForcedTransfer-BC


Prompts

Message Number

REQID

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


Event logging



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

No barge-in


6216-ForcedTransferNoAgents-Msg

Play Prompt



Entering from

6211-ForcedTransfer-BC


Prompts

Message Number

REQID

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


Event logging



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

No barge-in



—End of Specification —

File Typeapplication/msword
File TitleSocial Security Administration
AuthorBanack, Terri
Last Modified ByTerri Banack
File Modified2012-04-19
File Created2012-04-19
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