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

Social Security Administration
BEVE/MRC
Transfer of Voice Data Collection
BBN Findings

2.2

User Interface Design Specification
Last Saved: 2 October, 2008

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
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BEVE/MRC

Nuance/Social Security Administration -- Confidential

Document History
Date

Spec

App

Summary of Changes

Revised by

4/14/04

.01

1.0

Initial version

Robby Kilgore

4/16/04

.02

1.0

Sample Calls updated

Robby Kilgore

4/20/04

.03

1.0

Updated sample calls post review

Robby Kilgore

4/20/04

.04

1.0

Begin DM Tables

Robby Kilgore

4/21/04

.05

1.0

Adding Name 2.0 OSDM Tables

Robby Kilgore

4/21/04

.06

1.0

Added 2.0 plus post Name states

Robby Kilgore

4/22/04

.07

1.0

Added Visio details for main speech application

Robby Kilgore

4/22/04

.08

1.0

Debugged tables

Robby Kilgore

4/22/04

.09

1.0

Consolidated exit tables, synced Visio flows, updated demographics slightly.

Robby Kilgore

4/23/04

.10

1.0

Added global handoffs, reconciled sample call text.

Robby Kilgore

4/23/04

.11

1.0

Included feedback from Joe and other tweaks for Draft release

Robby Kilgore

4/23/04

.12

1.0

Added Joe’s changes for Draft

Robby Kilgore

4/26/04

.13

1.0

Folded in comments from CPT review call

Robby Kilgore

4/28/04

.20

1.0

Changed Name 2.0 to 1.12 interaction model

Robby Kilgore

4/28/04

.21

1.0

Comb through for any bugs introduced by changes to interaction model

Robby Kilgore

4/28/04

.22

1.0

Reviewed and tracked changes with Joe Farhat and Jon Bloom

Robby Kilgore

4/29/04

.23

1.0

Folded in changes from last review

Robby Kilgore

Date

Spec

App

Summary of Changes

Revised by

4/29/04

1.0

1.0

Ready release for client review

Robby Kilgore

4/30/04

1.01

1.0

Received input from SSA / CPT review call

Robby Kilgore

5/2/04

1.02

1.0

Updated spec to reflect input from SSA / CPT review call

Robby Kilgore

5/4/04

1.03

1.0

Added MaxHelp hand-off prompts and miscellaneous other small changes
covered in phone meeting 5/4/04

Robby Kilgore

5/5/04

1.04

1.0

Updated sample calls

Robby Kilgore

5/5/04

1.05

1.0

Small changes to sample call and removal of “Agent” verbiage.

Robby Kilgore

5/19/04

1.06

1.0

Reconciled the document to reflect small text changes from the recording
sessions as well as flagging marking global vs. local apologies.

Robby Kilgore

5/27/04

1.07

1.0

Reconciled prompt text with recordings.

Robby Kilgore

6/11/04

1.11

1.0

Reconciled against bugs, plus added changes from UT

Robby Kilgore

6/14/04

1.12

1.0

Created new document for safety sake. Removed punctuation from Grammars

Robby Kilgore

6/15/04

1.13

1.0

Updated based on review with SSA / MCI / CPT

Joe Farhat

6/16/04

1.14 /

1.0

Updated to resolve CR1582, 1583, 1584, 1585, 1590, 1591, 1592, 1593, 1613,
and 1624. Minor update to nomatch prompts in 1040_ConfirmName

Joe Farhat

1.0

Tiny tweak to the prompt text in 1400080, Added note about Confirmation
Grammars

Robby Kilgore

1.15
6/17/04

SSA BEVE2

1.16

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6/30/04

1.18 /
1.19.1

1.0

Fixing up the last few CRs

Robby Kilgore /
Joe Farhat

8/9/04

1.20

1.0

Revisions based on Pilot tuning report.

Robby Kilgore

8/10/04

1.21

1.0

Finalized UI Doc changes post review with SSA

Robby Kilgore

9/15/04

1.23

1.0

Adjustments from Tuning Report #2

Robby Kilgore

10/25/04

1.24

1.0

Adjustments from final tuning

Robby Kilgore

10/28/04

1.25

1.0

Clarified deactivation of global agent grammar in 1000_SayLastName and
1020_SayFirstName

Joe Farhat

11/04/04

1.26

1.0

Final tweaks to verbiage to match recordings

Robby Kilgore

11/05/04

1.27

1.0

Last minute corrections and acceptance of all changes
FINAL VERSION

Robby Kilgore

Date

Spe
c

App

Summary of Changes

Revised by

6/23/05

2.0

1.0

Changes based on tuning analysis and recommendations of June 2005.

Paul Sawyer

1. 1020_SayFirstName – change Initial prompt to discourage spelling here.
2. 1040_ConfirmName – add more synonyms for Yes and No.
3. 1060_GetMistake – add synonym for Both.
4. DM9000_Check_For_Alt_Name – Change Initial prompt to discourage
barge in and speaking of a name rather than Yes or No. Also turn off bargein.
5. DM11000_ReturnToMain_or_HangUP – no action – rejected
recommendation of adding Yes/Yeah as synonyms for Main Menu and No as
synonym for Goodbye. The number of occurrences is low. Yes seems just as
likely a response to Goodbye as to Main Menu. The cost of failure to the
caller in this DM is very low.
6. Eliminated useless Appendix A.
7. PP2000_Standard_Greeting – Added new prompts for the case when
these services are invoked from the Speak Freely N8NN rather than the old
DTMF N8NN.

15 Feb 06

2.1

1.0

1. Remove restriction on date of birth in DM5000.

Paul Sawyer

2. Add support for blocked accounts. Affects PP1500, BR8000, DM11000.

23 Mar 06

2.2

1.0

1. Corrected 500_EntryPrompt module for subsequent module when Spelling
– TRUE and names_to_collect = LAST or LAST_FIRST
2.Fixed wording of default_name_spelllast_collection_noinputprompts1 in
1090_RespellLast
3. Fixed wording of default_name_spellfirst_collection_noinputprompts2 in
1070_RespellFirst
4. Fixed wording of default_name_spelllast_collection_reprompts1 in
1090_respellLast
5. Fixed wording of default_name_getmistake_collection_reprompts2 in
1060_GetMistake
6. Fixed wording of default_name_sayfirst_collection_nomatchprompts1 in
1020_SayFirstName

Phil Profili

18 Apr 07

2.2

1.34

1. Removed references to BR8100
2. Added new state, DB3050
3. Updated DM3000 and BR3100
1. Updated 1000_SayLastName
2. Updated 1020_SayFirstName
3. Removed Confirmation logic from 1060_GetMistake
4. Updated PP2000
5. Removed PP9999
6. Updated BR3100

Sean Stallings

23 Apr 07

SSA BEVE2

2.2

1.35

29 June 2009

VZB
Sean Stallings
VZB

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21 May 07

Nuance/Social Security Administration -- Confidential

2.2

1.36

Updated 1060 GetMistake

1.37

Updated DM 4000, removed ”great” from 50201

1.38

Replaced wording in states 500 through 1090 with wording from
corresponding KBA prompts.
Added developers notes to states 500 through 1090 stating that these states
now share prompting with KBA.
Corrected some changes made in states 500 through 1090

Sean Stallings
VZB

05 July 07

2.2

Sean Stallings
VZB

10 July 07

11 July 07

2.2

2.2

1.39

Sean Stallings
VZB
Sean Stallings
VZB

12 July 07

19 July 07

2.2

2.2

1.40

Incorporated new message numbers in 6.1 Timeouts and Retries, DM 4000
and DM 9000

Sean Stallings

1.41

Updated 50206, 50307, 50308, 50312, 50367, 10062

Carol Cummings

1.42

Updated

1.43

Corrected DM 11000 to show that only Global Agent Command is disabled

1.44

Corrected prompting in message number 50204

VZB

VZB
21 July 07

2.2

Carol Cummings
VZB

08 August 07

2.2

Sean Stallings
VZB

15 Aug 07

2.2

Sean Stallings
VZB

08 Oct 07

31 Oct 07

3 Mar 08

2.2

2.2

2.2

1.45

1.46

1.47

Removed msg. 50368 from 1070
Removed msg. 50382, from 1090

Sean Stallings

Broke message 10054 into two parts, 10054 and 10088. Allowed barge in=
True for 10088.

Sean Stallings

Added Privacy paragraph to chapter 6 Global Behavior

Sean Stallings

Added BR 1900

VZB

VZB

VZB

Added BR 3999
Added BR 4005
Added 400
Updated DM 4000, 5000, 1000, 1010, 1020, 1030, 1070, 1090 and 9000;
Added confidential flag setting data to module notes
06 Mar 08

2.2

1.48

Corrected broken hyperlink in 6.4 Help Prompts

Sean Stallings

Updated P2000, adjusted the wording to reflect the fact that we may or may
not be collecting 5 pieces of information.

VZB

10 Mar 08

2.2

1.49

Updated BR 1900, BR 3999, 400-Name Check Condition; ; Corrected
reporting information for “if else” conditions.

Sean Stallings

21 Mar 08

2.2

1.5

Corrected reporting string in BR3999 and 400

Sean Stallings

VZB

VZB
1 Apr 08

2.2

1.51

Updated reporting string for first and last name re-use

Sean Stallings
VZB

4 Apr 08

2.2

1.52

Updated BR 1900, if callers information is complete callers now route to PP
6000.

Sean Stallings
VZB

Added BR 4005.
Clarified wording for BR1900 Check Null Condition
11 Apr 08

17 Apr 08

SSA BEVE2

2.2

2.2

1.53

1.54

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

Updated Module 9000 Added “Barge in” column to the prompt table, barge in

Sean Stallings

29 June 2009

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is set to “false” for initial prompt, “true” for all others.

VZB

Broke message 10054 into two parts, 10054 and 10088.
21 Apr 08

2 May 08

2.2

2.2

1.55

1.56

Corrected broken link in table of contents.

Sean Stallings

Corrected reporting strings for BR3999, BR4005, Module 400, BR5500

VZB

Updated reporting strings for BR3999, BR4005, Module 400, BR5500

Sean Stallings
VZB

7 May 08

13 June 08

2.2

2.2

1.57

1.58

Updated DM 9000, renumbered message 10088 to 10092, to prevent
overlap.

Sean Stallings

Updated Module 4005, module is now correctly named
DOB_Check_Condition.

Sean Stallings

VZB

VZB

Updated module 5000, ‘entering from’ field now shows entering from 4005
DOB_Check_Condition.
23 June 08

4 August 08

2.2

2.2

1.59

1.60

Updated module 1090_RespellLast, ‘Entering From’ field no longer points to
module 1070_RespellLast. This resolves ticket 20603.

Sean Stallings

Updated module 4000_Get_SS_Number.

Sean Stallings

To improve capture process the wording of all prompts has been changed to
match SSN capture in KBA.

VZB

VZB

Audio for Initial prompt, message 54201, changed to match KBA 50201
Audio for Retry 1 prompt, message 54202, changed to match KBA 50202.
Corrected reporting tags in modules BR3999, BR4005 and 400. Removed
spaces after commas.
Corrected dead hyperlink issue in “Entering From” fields found in module
1000, modules 3050 through 9000, and modules 11000 through 14000.
Updated Modules 4000 and 5000, updated ‘results’ column in the
confirmation ‘field’ for Retry 1 and Timeout 1. Now shows an example of the
wording a caller would hear, not the specific data field.
Updated modules 1000, 1010, 1020, 1030 and 1040. Corrected references
to 500_Intro. Now reads ‘500_EntryPrompt’.
Updated Module 4000, now shows entering from Module 3999.
21 August 08

2.2

1.61

Highlighted Barge-in changes in pink

2.0

Updated DM 3000, on ‘no’ condition call should route to DB 3050.

Sean Stallings

BBN Findings Effort

VZB

Sean Stallings
VZB

09September
08

2.2

25
September
08

2.2

02

2.2

October
08

2.1

2.2

1)

Updated section 6.1 Time-outs and Retries, updated wording for
confirmation retry 2, changed message 50345 to 50347.

2)

Updated DM3000_CheckAOR, updated wording for retry 2,
message 30022

3)

Updated module 1040, for retry 2 replaced message 50345 with
50347.

4)

Updated module 9000, updated message 10056

5)

Highlighted all BBN Findings changes in Green

Added Verizon Business proprietary statement to title page and all page
footers.

Sean Stallings

Updated 6.1 highlighted the BBN change to the global retry 2 in Green.

Sean Stallings

Updated 1000_SayLastName, added condition for ‘Failure and Alt Name’
which now routes to PP6000 – this resolves ticket 22408. Added new
wording for Other Last Name, retry 1,message 50310, caller will now only be
asked to spell their other last name.

VZB

VZB

Updated PP6000, now shows as entering in from 1000_SayLastName.

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Chapter 1: Table of Contents
Chapter 1:

Table of Contents ................................................................................................6

Chapter 2:

Background and Motivation ...............................................................................8
2.1 Executive Summary..................................................................................................................... 8
2.1.1 What the application does ..................................................................................................... 8
2.1.2 Social Security Administration’s goals ................................................................................... 8
2.1.3 Callers’ goals......................................................................................................................... 8
2.2 Aesthetics...................................................................................................................................... 8
2.3 Open Issues .................................................................................................................................. 9

Chapter 3:

About the Callers...............................................................................................10
3.1 Introduction ............................................................................................................................... 10
3.2 Demographics Data .................................................................................................................. 10
3.3 Caller Archetypes....................................................................................................................... 12

Chapter 4:

Call Examples ....................................................................................................13
4.1 Sample Call Design Considerations........................................................................................ 13
4.1.1 Verboseness ........................................................................................................................ 13
4.1.2 Confirmation Strategy: ........................................................................................................ 13
4.1.3 In Session Tracking: ...........................................................................................................13
4.1.4 Longevity: ........................................................................................................................... 13
4.2 Call #1: No Collection Problems ........................................................................................... 14
4.3 Call #2: Handling Hyphenated Name with Spelling ........................................................... 15
4.4 Call #3: MRC - Misrecognized Name plus Alternate Name.............................................. 16
4.5 Call #4: A Rejected Request ....................................................................................................18

Chapter 5:

Call-Flow Diagrams ...........................................................................................20
5.1 Legend for the call-flow diagrams .......................................................................................... 20
5.2 High-Level Call Flow Diagram ............................................................................................... 21
5.3 Outbound Transfer Logic ........................................................................................................22
5.4 Name OSDM High-Level Diagram ....................................................................................... 23
5.5 Name DM Diagram – Default Configuration ...................................................................... 26
5.6 Name DM Flow Diagram – Collecting Last Name Only................................................... 27

Chapter 6:

Global Behavior .................................................................................................28
6.1 Time-outs and Retries............................................................................................................... 28
6.2 Global Default Settings ............................................................................................................ 29
6.3 Privacy ......................................................................................................................................... 29
6.4 Help prompts ............................................................................................................................. 29
6.5 Default Confirmation Grammars ........................................................................................... 30
6.6 Global Commands and Global Prompts............................................................................... 30
Global Commands Vocabulary ............................................................................................... 30

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6.7 DTMF Collection ...................................................................................................................... 30
6.7.1 General DTMF Usage....................................................................................................... 30
6.7.2 Termination of digit strings using the pound sign.................................................................. 31
6.7.3 Invalid DTMF input should be rejected................................................................................. 31
6.7.4 End-of-DTMF timeout ........................................................................................................ 31
6.7.5 Key-ahead ........................................................................................................................... 32
6.8 Digit-String Playback ................................................................................................................ 33
6.9 Event Logging............................................................................................................................ 33
6.10 Internal DialogModule Functionality ..................................................................................... 34
Chapter 7:

SSA BEVE2

Detailed Dialog Specification ...........................................................................35
7.1 How to Read the Call-Flow Tables ........................................................................................ 35
7.2 Call-Flow Tables ........................................................................................................................ 36
DB0000_Ping_System .............................................................................................................. 36
BR1000_System_And_Operator_Availability ...................................................................... 36
PP1500_Getting_Help_Operator........................................................................................... 37
BR1900 Check Null Condition ............................................................................................... 37
P2000_Standard_Greeting ....................................................................................................... 38
DM3000_Check_AOR............................................................................................................. 39
DB3050_Check_AOR_Ping.................................................................................................... 40
BR3100_AfterHours_Check ................................................................................................... 40
BR3999 Social Security Check Condition.............................................................................. 40
4000_Get_SS_Number ............................................................................................................ 41
BR4005 Social Security Check Condition.............................................................................. 42
5000_Get_DOB ........................................................................................................................ 43
400- Name Check Condition................................................................................................... 44
500_EntryPrompt...................................................................................................................... 45
1000_SayLastName................................................................................................................... 46
1010_SpellLastName ................................................................................................................ 48
1020_SayFirstName .................................................................................................................. 49
1030_SpellFirstName................................................................................................................ 50
1040_ConfirmName ................................................................................................................. 51
1050_ConfirmationApology .................................................................................................... 52
1060_GetMistake....................................................................................................................... 53
1070_RespellFirst ...................................................................................................................... 54
1090_RespellLast ....................................................................................................................... 56
3000_ExitFailurePrompt.......................................................................................................... 57
4000_ExitSuccessPrompts....................................................................................................... 58
BR5500_Alt_Name_Collected ................................................................................................ 58
PP6000_Ready_To_Submit..................................................................................................... 59
DB7000_SubmitRequest .......................................................................................................... 59
BR8000_DB_Request_Validate_1st....................................................................................... 59
DM9000_Check_For_Alt_Name ........................................................................................... 60
PP10000_Task_Complete........................................................................................................ 61
DM11000_ReturnToMain_or_HangUP ............................................................................... 62
PP12000_Thanks_Before_Return .......................................................................................... 64
PP13000_Goodbye ................................................................................................................... 64
DM14000_Post_Options......................................................................................................... 65
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Chapter 2: Background and Motivation
2.1

Executive Summary
The Social Security Administration serves callers currently receiving benefits as well as the
general population with self-service and informational assistance. SSA is looking for ways to
improve self-service options for both calling populations. Existing self-service options are
currently available from the SSA web site or via the SSA N8NN telephone interface. SSA
would like to enhance the telephone based self-service options to include advanced speech
with a real-time request processing. The self-service functions contained within the scope of
this project are 1) Automated replacement Medicare Card service 2) Automated benefit
verification letter service.

2.1.1

What the application does

2.1.2



Self-Serve Medicare Card Replacement Requests – Use of this application
requires that you currently receive Medicare Benefits, or that you are eligible to
receive benefits. This application will allow callers to request a new or replacement
Medicare Card, and will receive approximately 785K calls annually.



Self-Serve Benefit Verification Requests – Use of this application is for Social
Security beneficiaries and will allow callers to request a statement of Social Security
benefit verification letter for various purposes. This application will receive
approximately 1.9 million calls annually.

Social Security Administration’s goals
Primary goals of the speech application are to:



Provide universal access to the SSA’s automated services by providing an access
channel for callers including the visually impaired.
Offer real-time fulfillment of Benefit Verification letter requests or Medicare
Replacement Card requests without needing to transcribe information collected by
the existing automated Touch Tone system. Doing so will eliminate transcription
time and transcription errors, as well as minimize the time lag between callers
making the request and transcription of the request. Transcription time introduces
delays in mailing out the forms, resulting in callers calling back to find out if their
forms have been mailed.

One business objective for the speech application is cost reduction. Automating calls and
minimizing the number of calls to SSA agents is the primary mechanism towards this goal. As
such, the application will be implemented in a way to streamline and automate requests.

2.1.3

Callers’ goals
Callers are seeking simple self service.

2.2

Aesthetics
Jill converses with caller in a clean yet informal, role-appropriate female voice. She is
friendly, competent and resourceful. Even when she’s unable to complete a caller’s request,
she usually provides helpful suggestions on how they can proceed.

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2.3

Nuance/Social Security Administration -- Confidential

Open Issues

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Chapter 3: About the Callers
3.1

Introduction
The design of the user interface is driven, in part, by ScanSoft’s understanding of the
population of callers to the system. Generally, callers will access the system for one of two
reasons. They are either Medicare recipients looking to replace a Medicare card or Social
Security recipients looking to receive a letter verifying their Social Security benefits. These
two caller populations will call an 800 number to access the N8NN Main Menu system, and
will eventually route themselves to the new BEVE/MRC speech application to request a
replacement Medicare Card or request a verification of Social Security benefits.
It is presumed that all callers are first timers who will not call again.

3.2

Demographics Data
65+
11120000

18+

General Population: Age of Recipients
Thirty nine million people are receiving benefits.
Eight percent of them are disabled and range in age
from 18 on up. The rest are 65 and older. There are
also 8 million people of any age on Supplemental
Security Income (SSI)

35880000

<-- 61
61 -->

Caller Population: Age Distribution
BEVE: Of the 1.9 million annual callers,
66% are below 61 years of age.
MRC: Of the 785,000 callers requesting Medicare
Replacement Cards, 66% are above 70 years of age.

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The chart below shows the age distribution within the general US population. It is included
here because it is assumed that the age distribution of the potential caller population roughly
matches that of the general population.

Who are SSA
beneficiaries?
 Elderly (62+ years)
35.8 million.
Most likely have not
had experience with
VUI

SSA BEVE2



Disabled (18+ years)
3.12 Million
~8% of the
population?



Low Income (18+)
8 Million
Supplemental Security
Income (SSI)

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3.3

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Caller Archetypes
James Richards
James is 67 years young, living in Grand Forks, North Dakota, 90 miles south
of the Canadian border in eastern North Dakota. He has a small woodworking
shop that’s attached to his garage. The bank has told him he needs to provide
a verification letter from the SSA as proof of income for a home improvement
loan.
Jane Preston-Blair
She is originally from Norwalk, Connecticut. She married her hometown
sweetheart 39 years ago and they enjoyed 28 years of US Air Force life. They
traveled all over before retiring and settling in North Carolina and that is
where they call home. They have four wonderful daughters, who have
rewarded them with seven beautiful grandchildren. Jane is requesting a
verification letter. Her name is hyphenated. She’ll have to spell her name.
Julia Davis (Brewer)
Born in Tampa Florida in 1948, Julia is disabled. She is a Medicare recipient
and has also received Supplemental Security Income for the last several years.
She is seeking a Replacement Medicare Card. Recently divorced; she is still
listed under her ex-husband’s name. Her request fails on name mismatch and
prompts for an alternate.
Jim Trouble
This boy is a 15 year old wanna-be hacker, randomly trying Social Security
numbers. He has no criminal intent, but is curious to see if he can retrieve
social security numbers by using the system. The information he gives does
not validate and his request is rejected out of hand. He will likely hang up
when he learns he is being transferred to an operator.

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Chapter 4: Call Examples
Callers arrive at this portion of the system by navigating through the N8NN main menu (via
DTMF or Simple Speech) system. This can take a minute or more of DTMF interactions.
The design of the interactions should accommodate this change in interaction style between
the DTMF portion of the larger system and the “conversational” nature of the Speech
Application. This may be accomplished through audio iconography, signposting and prompt
text.
Callers have explicitly chosen the self service route, and are transferred to the speech system
AFTER choosing either the “replacement card” or “verification letter” path. The Speech
system will receive a flag signifying the task the caller is attempting to complete.
The call scenarios covered here include:





4.1

Benefits Verification Letter
Benefits Verification Letter
Medicare Card Request
Medicare Card Request

No errors.
Handling hyphenated name / spelling.
Listed under an alternate name.
Rejected request.

Sample Call Design Considerations

4.1.1

Verboseness
Jill’s audio and prompts are designed to accommodate the vast majority of callers whose
VUI experience is either limited or perhaps nonexistent. The verbiage is designed to convey
a clear mental model of how Jill behaves and what her capabilities are. This subtly helps
callers remember to avoid chatty responses.

4.1.2

Confirmation Strategy:
When designing speech interfaces, it’s often desirable to group confirmations together
whenever possible; as in “So that’s Tuesday at 10AM for an hour. Right?”, but in Jill’s case,
the data-types seem too unrelated. Because of the nature of her application, she’s forced to
confirm at every turn. To justify this, she goes out of her way to acknowledge the
importance of “getting things right”. Her prompting for confirmations becomes briefer as
the caller progresses.

4.1.3

In Session Tracking:
There are some prompts which exploit a simple form of in session tracking. Jill’s exit and
hand-off phrases are context sensitive. That is, they specifically talk to the issues that have
lead to the hand-off.

4.1.4

Longevity:
Since the system is basically a one shot (first time is the last time) system where the task
completion is more important than longevity, Jill is slightly biased towards relatively severe
hand-holding to minimize dropout. Jill doesn’t advertising operator assistance, though she
will eventually recommend it, as a path of last resort.

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Call #1: No Collection Problems
James Richards
James is 67 years young, living in Grand Forks, North Dakota, 90 miles south of the
Canadian border in eastern North Dakota. He has a small woodworking shop that’s attached
to his garage. The bank has told him he needs to provide a verification letter from the SSA
as proof of income for a home improvement loan.

Jill:

Hello. You’ve reached the automated Benefits Verification service. Before I
send out your letter, there are five questions I’ll need to confirm with you.
We’ll go through them one at a time, and you can speak your answers.
To get started, I want to make sure I’ll be sending it to the right place. Have
you had a change of address recently? Please say “YES” or “NO”.

SSA BEVE2

Caller:

No.

Jill:

Great. Now - Please enter or say your nine digit Social Security number.

Caller:

123–39–8145

Jill:

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?

Caller:

Yes.

Jill:

And what’s your date of birth? [Two second pause] For example, you can
say…May 5th, 1957.

Caller:

January 12th, 1931

Jill:

Okay, so that’s: . Is that right?

Caller:

Yeah.

Jill:

Okay. Now, for your name, I’ll ask you to say it, then, I may ask you to spell
it. Please say just your last name.

Caller:

Richards

Jill:

Thanks. Now I’ll need your first name. Please say it now.

Caller:

James

Jill:

Okay. Let me read that back to you to make sure I’ve got it right.
Last name: Richards, spelled R I C H A R D S.
First name, James, spelled J A M E S.
Did I get it right?
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Caller:

Yes.

Jill:

Alright. We’re almost done. Before I send this off, do you have any other
last name – for example, a professional or maiden name - that might be
listed under this social security number?

Caller:

No.

Jill:

Okay. I’ve got everything we need. Hold on while I process your request.
Okay. You’re all set. You should receive your Benefits Verification Letter in
the mail within two weeks.
If there’s anything else you’d like to do, say “MAIN MENU”. Otherwise
you can say “GOODBYE” or just hang-up.

Caller:

Goodbye.

Jill:

Okay Bye.

[Closing Audio Icon]
End Call

4.3

Call #2: Handling Hyphenated Name with Spelling
Jane Preston-Blair
She is originally from Norwalk, Connecticut. She married her hometown sweetheart 39 years
ago and they enjoyed 28 years of US Air Force life. They traveled all over before retiring and
settling in North Carolina and that is where they call home. They have four wonderful
daughters, who have rewarded them with seven beautiful grandchildren. Jane is requesting a
verification letter. Her name is hyphenated. She’ll have to spell her name.
[Opening Audiomark]
Jill:

Okay. Now, for your name, I’ll ask you to say it, then, I may ask you to spell
it.
Please, say just your last name.

SSA BEVE2

Caller:

Preston-Blair

Jill:

Could you spell that for me?

Caller:

Yes. That’s P R E S T O N B L A I R

Jill:

Thanks. Now I’ll need your first name. Please say it now.

Caller:

Jane.
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Jill:

Okay. Let me read that back to you to make sure I’ve got it right.
Last name: Preston-Blair, spelled P R E S T O N B L A I R.
First name, Jane, spelled J A N E.
Did I get that right?

Caller:

Yes.

Jill:

Alright. We’re almost done. Before I send this off, do you have any other
last name – for example, a professional or maiden name - that might be
listed under this social security number?

Caller:

No.

Jill:

Okay. I’ve got everything we need. Hold on while I process your request.
Okay. You’re all set. You should receive your Benefits Verification Letter in
the mail within two weeks.
If there’s anything else you’d like to do, say “MAIN MENU”. Otherwise
you can say “GOODBYE” or just hang-up.

Caller:

Main Menu.

Jill:

Sure. I’ll transfer you now.

[Closing Audio Icon]

4.4

Call #3: MRC - Misrecognized Name plus Alternate Name
Julia Davis (Brewer)
Born in Tampa Florida in 1948, Julia is disabled. She is a Medicare recipient and has also
received Supplemental Security Income for the last several years. She is seeking a
Replacement Medicare Card. Recently divorced; she is still listed under her ex-husband’s
name. Her request fails on name mismatch and prompts for an alternate.
Jill:

Hello. You’ve reached the automated Medicare Replacement Card service.
Before I send out your replacement card, there are five questions I’ll need
to confirm with you. We’ll go through them one at a time, and you can
speak your answers.

…

…

Jill:

Okay. Now, for your name, I’ll ask you to say it, then, I may ask you to spell
it.
Please, say just your last name.

SSA BEVE2

Caller:

Davis

Jill:

Thanks. Now I’ll need your first name. Please say it now.
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Caller:

Julia

Jill:

Okay. Let me read that back to you to make sure I’ve got it right.
Last name: Davies, spelled D A V I E S.
First name, Julia, spelled J U L I A.
Did I get it right?

Caller:

No.

Jill:

Sorry about that. Which part is wrong? The first name, the last name or
both?

Caller:

The last name.

Jill:

Please spell your last name, one letter at a time.

Caller:

DAVIS

Jill:

Got it. We’re almost done. Before I send this off, do you have any other
last name – for example, a professional or maiden name - that might be
listed under this social security number?

Caller:

Yes. My ex-husband’s name was Brewer.

Jill:

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

Caller:

Yes.

Jill:

Okay. Let’s try it. Give me the other last name.

Caller:

Brewer

Jill:

Could you spell that for me?

Caller:

BREWER

Jill:

Okay. Let me read that back to you to make sure I’ve got it right.
Last name: Brewer, spelled B R E W E R.
Did I get that right?

Caller:

Yes

Jill:

Okay. I’ve got everything we need. Hold on while I process your request.
Okay. You’re all set. You should receive your Medicare Replacement Card
in the mail within four weeks. If you live in Puerto Rico, please allow eight
weeks for delivery.

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If there’s anything else you’d like to do, say “MAIN MENU”. Otherwise
you can say “GOODBYE” or just hang-up.
Caller:

Main Menu

Jill:

Sure. I’ll transfer you now.

[Closing Audio Icon]

4.5

Call #4: A Rejected Request
Jim Trouble
This boy is a 15 year old wanna-be hacker, randomly trying Social Security numbers. The
information he gives does not validate and his request is rejected out of hand.

Jill:

Hello. You’ve reached the automated Medicare Replacement Card service.
Before I send out your replacement card, there are five questions I’ll need
to confirm with you. We’ll go through them one at a time, and you can
speak your answers.
To get started, I want to make sure I’ll be sending it to the right place. Have
you had a change of address recently? Please say “YES” or “NO”.

Caller:

No.

Jill:

Great. Now - Please enter or say your nine digit Social Security number.

Caller:

123–45–6789

Jill:

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?

Caller:

Yeah.

Jill:

And what’s your date of birth? [Big pause] For example, you can say…May
5th, 1957.

Caller:

January 22nd, 1989

Jill:

Okay, so that’s: January 22nd, 1989. Is that right?

Caller:

Yeah.

Jill:

Okay. Now, for your name, I’ll ask you to say it, then, I may ask you to spell
it.
Please, say just your last name.

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Caller:

Jetson

Jill:

Thanks. Now I’ll need your first name. Please say it now.

Caller:

George

Jill:

Okay. Let me read that back to you to make sure I’ve got it right.
Last name: Jetson, spelled J E T S O N.
First name, George, spelled G E O R G E.
Did I get it right?

Caller:

Yes.

Jill:

Alright. We’re almost done. Before I send this off, do you have any other
last name – for example, a professional or maiden name - that might be
listed under this social security number?

Caller:

No.

Jill:

Okay. I’ve got everything we need. Hold on while I process your request.
I’m sorry, but I wasn’t able to process your request. Let me transfer you to
someone who can help you with this. Please hold while I transfer your call.

[Transfer Call]

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Chapter 5: Call-Flow Diagrams
5.1

Legend for the call-flow diagrams
A high level process indicates a series of play-prompt or interaction states or data retrieval
steps, etc.
A play-prompt state plays a waveform, or a series of waveforms, to the caller.
High level process

Play prompt state

An interaction state prompts the caller for
input. It also handles all default timeout and
retry behavior. It typically exits (continues to
the next state) upon a successful recognition.
The ‘data retrieval’ icon represents back-end
transactions, to a database, for example.

Interaction state

Internal check/
data retrieval

The ‘internal decision’ icon represents a logical
check in the program code to branch on
decision.
Connectors link different call-flow diagrams.

Internal decision

An end-of-call is a transfer, to another service
or customer representative, or a system hangup.

Connector

Call-flow diagrams built up of high-level
process icons represent the global dialog
structure of the application. These high-level
diagrams parallel with the more detailed callflow diagrams that outline every play-prompt, interaction state, data retrieval step, internal
decision and possible ends of the call. These low-level charts give a precise graphical
representation of the flow of the state tables in the section “Chapter 7: Detailed Dialog
Specification”, using the same (or matching) naming convention for easy reference.
End of call

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5.2

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High-Level Call Flow Diagram
A

B
BEVE

MRC

DB0000 Ping_System

BR1000
Sys_Avail

Host Down

C

PP2000 Standard_Greeting
DM3000 Check_AOR

Bad A.O.R.

C

DM4000 Get_SS_Number
DM5000 Get_DOB
OSDM6000 Get_Name

Yes

Alt Name
Collected?
No

Yes

DM9000 CheckForAltName
No
PP6000 Ready to Submit
DB7000 SubmitRequest

Request
Validate

Fail

C

OK
PP10000 Task_Complete

DM14000 Post_Option

Menu

PP12000 Thanks
Before Return

N8NN
Main Menu

Good Bye
PP13000 Goodbye

End Call

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5.3

Nuance/Social Security Administration -- Confidential

Outbound Transfer Logic
C

BR3100
AfterHours
Check

SSA BEVE2

Yes

DM11000
Call Back
ReturnToMain
HangUp

No

Good Bye

PP1500
GettingHelpOperator

PP13000
Goodbye

SSA Operator

End Call

Menu

PP12000
Thanks
Before
Return

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5.4

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Name OSDM High-Level Diagram
start

500
Intro

FIRST
FIRST_LAST

LAST
LAST_FIRST

names_to_
collect

spelling
only?

FALSE

spelling
only?

FALSE

1020
SayFirst

1000
SayLast
confidence<
high
confidencelevel

confidence<
highconfidence
level
TRUE

TRUE

1010
SpellLast

1030
SpellFirst

LAST_FIRST

confidence>=high
confidencelevel

FIRST_LAST

confidence>=high
confidencelevel

names_to_
collect

FIRST
LAST
B

"no"

1040
ConfirmName

"yes"
4000
ExitSuccess
Prompts

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Exit Success

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1050
Confirmation
Apology

B

Names to
collect?

FIRST_LAST
LAST_FIRST

"first name"

1065
Get Mistake

"lastname"

FIRST

LAST

"both"

Names to
collect?

FIRST_LAST

LAST_FIRST

C

yes

yes

corrections<2

1070
Respell First

yes

1090
Respell Last

failure

success

4000
ExitSuccess
Prompts

Exit Success

success

no

more
names to
correct?

yes

LAST_FIRST

FIRST_LAST

names to
collect?

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C

max noinputs
max nomatches
max corrections

3000
ExitFailurePrompt

3010
Decide
Transcription

no

yes

3020
Transcription

SSA BEVE2

Exit Failure

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5.5

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Name DM Diagram – Default Configuration
start

B

1050
Confirmation
Apology

500
EntryPrompt

1000
SayLast

confidence<
highconfidencelevel

1060
GetMistake

1010
SpellLast
cconfidence>=high
confidencelevel

1070
RespellFirst

1020
SayFirst

confidence<
highconfidencelevel

"last"
"both"

"first"

failure
=high
confidencelevel

3000
ExitFailurePrompt
1040
ConfirmName

"no"

B
Decide
transcription

failure
"yes"

4000 Exit
SuccessPrompts

TRUE
maxnomatches
maxcorrections
maxnoinputs

FALSE

Exit Success

SSA BEVE2

3020
Transcription

Exit Failure

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5.6

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Name DM Flow Diagram – Collecting Last Name Only.
start

500
EntryPrompt

1000
SayLast

confidence<
highconfidencelevel

1010
SpellLast

confidence>=high
confidencelevel

"yes"

1040
ConfirmName

"no"
maxnomatches
maxnoinputs
maxcorrections

1050
ConfirmationApology
4000
ExitSuccessPrompts

Exit Success
success

failure
throughout

failure and
corrections <2

1090
RespellLast

failure
3000
ExitFailurePrompt
Decide
transcription
TRUE

3020
Transcription

FALSE

Exit Failure

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Chapter 6: Global Behavior
6.1

Time-outs and Retries
While the timeout and retry prompts are specified in the DialogModule tables, they are to be
preceded by the appropriate apology prompt as outlined below:
upon rejection of speech

default_noanswerapol
ogies1

I’m sorry, but I didn’t
understand you.

55005

upon rejection of DTMF

apology_dtmf1

Sorry, I’m not sure
what you entered.

00111

upon confirmation

default_collection_wro
nganswerapologies1

My mistake.

upon rejection of speech

default
_noanswerapologies2

I’m sorry, but I still
didn’t understand
you.

51007

upon rejection of DTMF

apology_dtmf2

Sorry, I’m still not
sure what you
entered.

00113

upon confirmation

default_collection_wro
nganswerapologies2

My mistake again.

55004

Retry 1&2

IF retry 1

IF retry 2

55006

51008

Max Timeout

default_failureprompt

I’m sorry I’m having
so much trouble.

51008

Max Retry

default_failureprompt

I’m sorry I’m having
so much trouble.

51008

Max Help

default_failureprompt

I’m sorry I’m having
so much trouble.

51009

Upon Confirmation Timeout 1

default_confirmation_
noinputprompts1

Sorry, I didn’t hear
you. Please say
YES or NO.

51010

Upon Confirmation Timeout 2

default_confirmation_
noinputprompts2

I’m sorry, but I still
didn’t hear anything.
Please say YES or
NO.

50345

Upon Confirmation Retry 1

default_confirmation_r
eprompts1

Please say YES or
NO.

50347

Upon Confirmation Retry 2

default_confirmation_r
eprompts2

If ‘yes’ press one,
otherwise press two.

Typically the timeout and retry prompt specified in the table will be one and the same
prompt, but they can also be a set of prompts, and they can also differ between timeout
versus retry, or the first versus the second timeout or retry. In exceptional cases, different
behavior is specified in the table for the second timeout or retry than outlined above.
Max. timeout is globally set to 2 – exceptions will be indicated in the tables.
Max. retry is globally set to 2 – exceptions will be indicated in the tables.
Max. help is globally set to 2 – exceptions will be indicated in the tables.
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




6.2

Upon max timeout (two timeouts):
Play Max Timeout verbiage described above then
Go to: BR3100_AfterHours_Check; NeedAssistanceWith = MaxTimeout
Upon max retry (two retries):
Play Max Retry verbiage described above then
Go to: BR3100_AfterHours_Check; set NeedAssistanceWith = MaxRetry
Upon max help (two request for help):
Play Max Help verbiage described above then
Go to: BR3100_AfterHours_Check; set NeedAssistanceWith = MaxHelp
Upon call completion, hang-up or call transfer, call end processing (call tracking
information for reporting) will be performed.

Global Default Settings
Unless otherwise noted, all DMs should use default settings for confidence levels.
Exceptions include: 1000_SayLastName, 1020_SayFirstName, 1070_RespellFirst, and
1090_RespellLast.

6.3

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

6.4

Help prompts
Start each Help prompt with the Help prompt audio icon (prompt file: icon_help),
immediately followed by the Help prompt(s) as specified in the table. Unless otherwise
specified by the DialogModule table, the default behavior will always be to ‘re-enter’ the
DialogModule directly after the Help prompt has played, so the application will listen for the
input again. It does this while resetting any timeout and retry counters, thus as if it were the
initial try, but without playing the initial prompt again. This is because the prompt for the input
will be contained in the Help prompt itself, perhaps with a slightly different verbiage.
In summary:
1) Start with icon_help, which is the Help audio icon
2) Play Help prompt(s) specified in the UI table
3) Unless otherwise specified in the table, re-enter the same state to listen for caller input
4) Do not play the initial prompt of this state after the Help prompt
Important note: caller can barge-in on the Help prompt (unless otherwise specified by the
table) which will cause the Help prompt to immediately stop playing and the recognizer to
parse the caller’s input according to the vocabulary of the state following the Help prompt
(this state typically is the same state). While the caller can start speaking before the end of
the Help prompt, the beginning_of_speech timer will not start until the Help prompt has
finished playing (which is the same behavior as with any other prompt played that callers can
barge-in on).

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Default Confirmation Grammars
Unless otherwise overwritten by local grammars, all Dialog Modules will use the default
(standard) confirmation grammars.

6.6

Global Commands and Global Prompts

Global Commands Vocabulary
Speech Input
This table specifies the global commands that can be spoken from anywhere in the application. The
application behavior upon these commands is always the same, unless the DialogModule specifically
overrides the global behavior.

Commands

DTMF

“Help”

*

“Agent”,
“Operator”,
“Representative”
“Talk to an agent”,
“Talk to an operator”,
“Talk to a representative”

Action (unless re-specified by the module)

Confirm.

First play the Help prompt as specified for the module, then
wait for input again. (New prompt for input will be part of each
Help message.)

Never

Always

0

Confirmation prompts
Message Number

Option

51011

Operator

Name

Wording

gl_conf_operator

You said you wanted to talk to one of our operators, Is that
right?

Confirmation Option

Vocabulary

DTMF

Yes

“Yes [it is]”

Action

Confirm.

1

Go to:
BR3100_AfterHours_Check;
NeedAssistanceWith =
UserRequestedAgent

Never

2

Re-enter Dialog Module and play
retry 1 or Nomatch 1 prompt as
appropriate for the Dialog Module

Never

“[Yes] that’s right”
“Right”
“[That’s] correct”
No

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

Developer Notes
On a negative confirmation of the “Agent” global command, return to the Dialog Module where the command was issued
and play the retry 1 or nomatch 1 prompt as appropriate for the Dialog Module

6.7

DTMF Collection

6.7.1

General DTMF Usage
DTMF functionality is available by default through ScanSoft’s OpenSpeech Dialog Modules
in collections where numbers are being collected. Although DTMF functionality is native to
the Date DialogModule, it has been decided not to advertise its use through the prompting in
the application. This will eliminate lengthy or possibly confusing prompts. The underlying
DTMF functionality will still reside within the Dialog Module and will be active within the
application should a caller enter DTMF digits when prompted for their Date of Birth.

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6.7.2

Nuance/Social Security Administration -- Confidential

Termination of digit strings using the pound sign
Any state prompting for input of which the DTMF equivalent is a digit string, such as the
state, should accept the DTMF ‘pound’ sign as the
immediate terminator of such a string. Naturally, this ‘pound’ sign should not be taken as
part of the actual input or passed on as such to other parts of the application or any
databases; it is merely an indicator that the digits before it form the complete numeric input.
For example, while 1-5-0-0-0 indicates $150.00 in states collecting dollar amounts, input of
the form 1-5-0-0-0-# is a valid indicator as well of that same amount.
Single-digit DTMF equivalents—such as ‘1’, ‘2’, ‘3’, etc. for menu options—do not allow a
terminating character.

6.7.3

Invalid DTMF input should be rejected
Any input that does not match to a menu option or other command, or does not match to
numeric input prompted for at that point, should be rejected by the application, and lead to
the application entering a retry. For example, when a state has only four menu options with
DTMF equivalents ‘1’ through ‘4’, we should enter a rejection if someone enters ‘5’ at that
point. Another example would be a state asking for a sequence of digits: if someone provides
DTMF input that contains an asterisk in the sequence, we should reject that input as well.
(An alternative would be to go to Help in that situation, since ‘*’ is the DTMF equivalent for
it, but it’s probably better to just reject digit-strings containing an ‘*’.) As outlined in the
paragraph 6.7.2 above, the DTMF ‘pound’ sign should be accepted as a valid terminator of
digit strings.
Please note that DTMF equivalents of global commands should always be accepted, even if
they are not explicitly offered by any of the prompts in a given state. Examples of these are
the ‘star’ sign for Help and ‘0’ for an Associate.

6.7.4

End-of-DTMF timeout
The application’s response time to DTMF input should always be as short as possible, but will
depend at any point on whether the DTMF input given so far in a particular state is either
clearly unfinished, or is ambiguous.
An example of clearly unfinished DTMF input would be a caller having entered ‘1’ in a state
where digit strings of various lengths can be collected, with the shortest input being a single
digit. In this situation we give the caller n seconds to enter the remainder of a possible multidigit string, where n is specified by some inter-digit timeout parameter. After each non-final
digit entered by the caller, a countdown will start with a duration indicated by this parameter.
If the countdown runs out before the caller has entered the next necessary digit, the
application will go into a rejection.
Once the caller has entered the number of digits required to make the input complete—
which is 9 digits in the case of an SSN, or 10 digits in case of a US phone number including
area code—the application could take that input immediately and parse it, without running
the countdown again. However, because the caller may enter the ‘#’ sign to terminate the
string, we will look at two variables to determine whether or not we indeed terminate the
digit string based upon satisfaction of the number of digits alone:
1) Fixed-length versus not-fixed-length digit strings. If the expected digit-string is of a fixed length,
then we can terminate the string as soon as we have reached the correct number of
digits. If its length varies, then we cannot, unless we have reached the maximum
allowable length.

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2) Next state being a collection state or not. If the next state in the application is another
collection state, and we are not using an inter-digit timeout after the last digit in a fixedlength or maximum-length string, then we run the risk that any ‘#’ terminator entered by
the caller will not get detected until the application has moved on to that next collection
state. We do not have this risk if the next state is not listening for input, for example a
database hit, or a play-message with barge-in turned off. Only where necessary, we
eliminate this risk by using the inter-digit timeout even after the last digit of fixed-length or
maximum-length string.
In short: we will terminate finished fixed-length and maximum length digit-strings immediately
when the next state is not listening for input, and when the next state is a collection state, then for
the maximum duration of the inter-digit timeout we will wait for a possible ‘#’ terminator.
When a ‘#’ terminator is detected, we also immediately terminate the string.
Unfinished DTMF input can be ambiguous. This is the case when the digit(s) entered so far
can be interpreted as complete input for other options or other numeric input. While the input
could be considered complete under one interpretation it is incomplete under another
interpretation, e.g. someone entered a ‘0’ as the first digit of their Social Security Number,
but ‘0’ is also used to request an Associate. In this situation too, we use the inter-digit timeout
to wait for possible further input, unless we have reached the maximum length.

6.7.5

Key-ahead
In any case, when we know that DTMF input is complete for a given context, the application
should respond immediately and not run an end-of-DTMF-input countdown. If we were to
introduce such a delay after each complete DTMF input, then we would seriously hinder the
ability of power-users to comfortably ‘key-ahead’ through menus.
The so-called ‘key-ahead’ feature automatically works because of the zero-length timeout
upon unambiguous DTMF input. As soon as the caller hits one of the numbers on the
keypad to choose a menu option, the application takes that digit and moves to the next state
accordingly. If that response to the DTMF input takes a fraction of a second and the next
state is a collection state again, then this next state will automatically take the next digit if it is
a voice menu or the next sequence of digits if it is expecting a digit string. If the next state
was a database hit instead, for example, then no input will be accepted during the database
hit (because the app is not listening for anything), and once the application returns to a
collection state, further input is listened for from then on. This means that if that database
hit happened to have sub-zero response time, the user could have run right over it using
'key-ahead' and never noticed anything. No key-ahead is possible over database hits that
need more time, or over play-states that have barge-in turned off. Naturally, over states
expecting variable-length digit-string input, 'key-ahead' can only be achieved by using the ‘#’
terminator.

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6.8

Nuance/Social Security Administration -- Confidential

Digit-String Playback
Variable digit-strings to be presented to the caller will be passed through a global routine
that builds prompt lists to fluently play back Social Security Numbers. Valid input to this
function is a string of digits, where a hyphens and spaces can be used to indicate grouping.
For example: “017-85-3229”. For each hyphen or space, the routine will insert a pause. The
prompt set to be used for this consists of the following 1,231 prompts:
1,000 prompts: “...0 0 0, ...” through “...9 9 9, ...” (Non-final intonation)
100 prompts: “...0 0, ...” through “...9 9, ...” (Non-final intonation)
100 prompts: “...0 0.” through “...9 9.” (Final intonation)
10 prompts: “0...” through “9...” (Rising intonation)
10 prompts: “...0, ...” through “...9, ...” (Non-final intonation)
10 prompts: “...0.” through “...9.” (Final intonation)
1 prompt: 1/4 second silence.

6.9

Event Logging
Throughout all the User Interface Specifications, each state calls out the event logging that is
unique to that state. For an overview of all of Event Logging, including global behavior for
events such as what to do if an info token is not available; see the Event Logging section in
the Functional Requirements Specification document.

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6.10 Internal DialogModule Functionality
Initial Prompt
High
Confidence

Confidence
Level?

Success

Medium
Confidence

"I think you said..."

"No"

"Yes"

"Is that correct?"

"Yes"

User Input
Detected
Another on
n-best?

Yes

"Maybe it was..."

"Is that right?"

No
"No"
Recognition
(Retries
counter
increments
by one)

Low
Confidence

1

"My mistake."

Retry Prompt # 1
Number of
retries?

2

"My mistake again."

Retry Prompt # 2
Above
max retries

1
(Retries
counter
increments
by one)

Failure

"I'm sorry, I didn't understand."

Retry Prompt # 1
Number of
retries?

2

"I'm sorry, I still didn't understand."

Retry Prompt # 2
Above
max retries

No
User Input
Detected

Timeout Prompt # 1

1

(Timeout-counter
increments by one)

Number of
timeouts?

2

Above
max timeouts

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Chapter 7: Detailed Dialog Specification
7.1

How to Read the Call-Flow Tables
Speech Input

Title of
this table

Play Prompt

Database Query

Branch on Condition

2100_Finance_Forex_Menu
Previous step of
the dialog

Speech Input

Item List

Initial prompt: first
prompt played when
entering the module.

Entering from
2000_Finance_Menu

Timeout 1 prompt:
played when no
response to initial.

Prompts
Prompts
section

User input
section

Type

Name

Wording

Initial

21001

For which currency would you like to hear the exchange rate?

Timeout 1

21002

Timeout 2

21003

Timeout 2 prompt: played
I’m sorry, I didn’t hear you. Please say the currency you want an exchange rate for, for
when no response to first
example “Sterling Pound”.
timeout.
I’m sorry, I still didn’t hear you. Please say the currency you want to hear the exchange rate
for, such as the “Japanese yen”, or, to hear a full list to choose from, say “List all
currencies”.

Retry 1

21004

Retry 2

21005

Help

21006

Voicing

Please say the currency you want an exchange rate for, for example “Australian dollar”.
Retry 1 prompt: played
Touch-tone
Please say the currency you want to hear the exchange rate for, such as the “Japanese
when no recognition result
equivalents for user
yen”, or, to hear a full list to choose from, say “Dutch guilder”.
from first input.
input
You are in the foreign exchange menu. If you specify a currency, such as the “Danish
krone”, I’ll give you the exchange rate for it against the US Dollar.

DTMF

Action
Go to: "2110_Finance_Forex_ExchangeRateInfoMsg"

“List all currencies”,
“List currencies”, “List all”,
“List them all”, “List them”

Commands
Global
commands
section

DialogModule
type

2

DTMF

“Back up”

#

“Main menu”

##

Go to: "2190_Finance_Forex_CurrenciesListIntro"

Retry 2 prompt: played when
no recognition result from input
after first retry.

Action
Go to: “2000_Finance_Menu”
Go to: “1000_MainMenu”

“Goodbye”

*

Go to: “9000_Goodbye_Msg”

“Instructions”

9

Help prompt: typically played
Play prompt help prompt and then re-enter this module, playing thewhen
initialcaller asks for help or
instructions.
prompt, awaiting new user input.

“Operator”

0

Go to: "8000_Transfer_Msg"

Developer notes
Section to
specify the
different
settings of the
module

Default

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7.2

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Call-Flow Tables

DB0000_Ping_System
Database Query
Ping system upon entry to ensure the presence of the back end

Entering from
N8NN Main Menu

Condition

Action
Go to: BR1000_System_And_Operator_Availability

Event logging
AltNameCollected = False; NeedAssistanceWith = NULL

BR1000_System_And_Operator_Availability
Branch on Condition
Branch of availability of system and operators.

Entering from
DB0000_Ping_System

Condition

Action

IF System is unavailable

Go to: BR3100_AfterHours_Check

NeedAssistanceWith = SysUnavailable
Else

Go to:BR1900 Check Null Condition

Event logging

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PP1500_Getting_Help_Operator
Play Prompt
Call needs assistance from live operator

Entering from
DM3000_Check_AOR, BR8000_DB_Request_Validate_1st

Prompts
Message Numbers

Condition

Name

Wording

15005

NeedAssistanceWith =
BadAOR

15001

Alright. To make sure we have your most recent address on file,
I’ll connect you with an agent. They’ll be able to help you with
this.

15006

NeedAssistanceWith =
ValidationFailure

15002

I’m sorry, but I wasn’t able to process your request. Let me
connect you to someone who can help you with this. Please
hold while I transfer your call.

15007

NeedAssistanceWith =
AccountBlocked

15003

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

15008

NeedAssistanceWith =
SysUnavailable

15004

I’m sorry, but the system is unavailable at this time. Please hold
while I transfer your call to someone who can help you.

15009

NeedAssistanceWith =
MaxNameRecognitionFai
lures

15005

Let me connect you with someone who can help you. Please
hold while I transfer your call.

15010

NeedAssistanceWith =
MaxTimeout

15006

Let me connect you to an agent who can help you.
Please hold while I transfer your call.

15011

NeedAssistanceWith =
MaxRetry

15007

Let me connect you to an agent who can help. Please
hold while I transfer your call.

15012

NeedAssistanceWith =
MaxHelp

15009

You know what? Let me connect you to an agent who can help.
Please hold while I transfer your call.

15013

NeedAssistanceWith =
UserRequestedAgent

15008

Sure. One moment. I’ll transfer you to someone who can help.

Condition

Action

Always

Go to: [TRXF TO AGENT]

Event logging
Developer notes
No barge-in

BR1900 Check Null Condition

Entering from
BR1000_System_And_Operator_Availability

Condition

Action

If TVDC Items to collect= 0

Go to: BR3999 Social Security Check Condition

If TVDC items else

Go to: P2000_Standard_Greeting

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P2000_Standard_Greeting
Play Prompt
Standard Greeting

Entering from
BR1900 Check Null Condition

Prompts
Message Number

Condition

Name

Wording

20004

Entering from
SpeakFreely N8NN AND
Task=BEVE

20004

I’d be happy to help you get a Benefits Verification letter. To do that,
I’ll need to ask you up to five questions.

20005

Entering from
SpeakFreely N8NN AND
Task=MRC

20005

I’d be happy to help you get a replacement Medicare card. To do
that, I’ll need to ask you up to five questions.

Condition

Action

Always

Go to: DM3000_Check_AOR

Event logging
Developer notes
No barge-in

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DM3000_Check_AOR
YesNo
Check if the caller’s address of record is correct

Entering from
P2000_Standard_Greeting

Prompts
Message Numbers

Type

Name

Wording

30020

Initial

300010

To get started, I want to make sure I’ll be sending it to the right place. Have
you been at the same mailing address for at least a month?

30021

Retry 1

300020

< default global .> For the past 30 days, have you been at the same mailing
address? Please say “YES” or “NO”.

30022

Retry 2

300030

< default global > If you have been at the same mailing address for at least a
month press one. Otherwise, press two

30023

Timeout 1

300040

I’m sorry but I didn’t hear you and I want to make sure you’ll receive the mail I
send. Have you been at the same mailing address for at least a month?
Please say “YES” or “NO”.

30024

Timeout 2

300050

I’m sorry but I still didn’t hear you. Please answer “YES” or “NO”. For the past
30 days, have you been at the same mailing address?

30025

Help

300060

Sure. If you’ve moved recently or your mailing address has changed, it may
not be up to date in our records. Have you been at the same mailing address
for at least a month? Please answer “YES” or “NO”. If you’re unsure what to
answer, say “Agent” and I’ll connect you with someone who can help.

Option

Vocabulary

Yes

“Yes ”

DTMF
1

Action

Confirm.

Go to: BR3999 Social Security Check Condition

Never

NeedAssistanceWith = BadAOR

Never

“[Yes] I have”

No

“No [I haven’t]”
“No [I have
not]”

2

Go to: DB3050_Check_AOR_Ping

DialogModule parameters
Parameter

Value

after_end_of_speech_timeout

500 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Event logging
Developer notes
There are no special developer notes for this DM

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DB3050_Check_AOR_Ping
Database Query
Message to host for MI = 13 is to be used if caller enters this state.

Entering from
DM3000_Check_AOR

Condition

Action
Go to: BR3100_AfterHours_Check

Event logging

BR3100_AfterHours_Check
Branch on Condition
Branches on whether operators are standing by.

Entering from
DB3050_Check_AOR_Ping BR8000_DB_Request_Validate_1st

Condition

Action

If During Hours

Go to: PP1500_Getting_Help_Operator

IF After Hours

Go to: DM11000_ReturnToMain_or_HangUP

Event logging
Pass NeedAssistanceWith value onto next state

BR3999 Social Security Check Condition

Entering from
DM3000_Check_AOR, BR1900 Check Null Condition

Condition

Action

If SSN = null

Go to: 4000_Get_SS_Number

If SSN else

Report V Transactions per module note, Go to: BR4005 Get DoB Check Condition

Module Notes

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

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4000_Get_SS_Number
Social Security DialogModule™
Get the callers Social Security Number

Entering from
BR3999 Social Security Check Condition

Prompts
Message Number

Type

Name

Wording

54201

Initial

400010

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

54202

Retry 1

400020

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

50203

Retry 2

400030

< default global > Try entering it on the telephone keypad.

50204

Timeout 1

400040

sorry. I didnt hear anything. Please enter or say your nine digit
social security number now.

50205

Timeout 2

400050

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.

50206

Help

400060

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

Action

Confirm.

Option

Vocabulary

SSN

DTMF

Always

Confirmation prompts
Message Number

Option

Name

Wording

50207

SSN

400070

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

400070b

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

CPR

123–45–6789

400071

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?

50208

50209

Result

40015

Retry 1

400080

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

Sorry. I didn’t catch that. Please say
“YES” if I have the right number. 1 2
3 – 4 5 – 6 7 8 9. Is that right?

40016

Timeout 1

400090

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

I wasn’t sure if you said anything.
Please say “YES” if I have the right
number. 1 2 3 – 4 5 – 6 7 8 9. Is that
right?

Confirmation
Option

Vocabulary

Yes

“Yes [it is]”

DTMF
1

Action

Confirm.

Go to:BR4005 Get DoB Check Condition

Never

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

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No

Nuance/Social Security Administration -- Confidential

“No [it isn’t]”

2

Re-enter Dialog Module per default behavior

Never

“[No] that’s not right”

DialogModule parameters
Parameter

Value

after_end_of_speech_timeout

2,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Event logging
Fill semantic item

DialogModule 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

BR4005 DOB Check Condition

Entering from
DM4000_Get_SS_Number, BR3999 Social Security Check Condition

Condition

Action

If DOB = null

Go to: 5000_Get_DOB

If DOB else

Report V Transactions per module note, 400- Name Check Condition

Module Notes

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

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5000_Get_DOB
Date DialogModule™
Get the callers Date Of Birth

Entering from
BR4005 DOB Check Condition

Prompts
Message Number

Type

Name

Wording

50010

Initial

500010

And what’s your date of birth? [big pause] For example, you can say…May 5 ,
1957.

50011

Retry 1

500020

< default global .> Please tell me your birth date again. It works best if you
speak at a normal pace.

50012

Retry 2

500030

< default global > Try saying the month followed by the date and the year you
were born. For example July 4th, 1976.

50013

Timeout 1

500040

Sorry, I didn’t hear you. Tell me your birth date again.

50014

Timeout 2

500050

I’m sorry, but I’m still having trouble hearing. I need the month, day and year for
your birthday. You know like…July 4th, 1976.

50015

Help

500060

Aside from your social security number, I’ll need your date of birth. You can say
th
this in a number of ways. For example you can say “July 4 1976”, or “the
fourth of July, 1976” Go ahead. What’s your date of birth?

Option

Vocabul
ary

Date

DTMF

th

Action

Confirm.
Always

<...>

Confirmation prompts
Message Number

Option

Name

Wording

50016

Date

500070

Okay, so that’s::

CPR

January 12th 1931

500071

Is that right?

Okay, so that’s: . Is that
right?

50017

Result

50018

Retry 1

500080

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. . Is that right?

50019

Timeout 1

500090

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. . Is that right?

Confirmation
Option

Vocabulary

Yes

“Yes [it is]”

DTMF
1

“[Yes] that’s right”

Action

Confirm.

Go to: 400- Name Check Condition

Never

names_to_collect = LAST_FIRST

“Right”
“[That’s] correct”
No

“No [it isn’t]”

2

Re-enter Dialog Module per default behavior

Never

“[No] that’s not right”

DialogModule parameters
Parameter

Value

date_reference_date

System date [yyyymmdd]

date_range_allowed_earliest

19000101

date_range_allowed_latest

Today [yyyymmdd]

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date_range_expected_earliest

Today – 75 years [yyyymmdd]

date_range_expected_latest

Today – 25 year [yyyymmdd]

date_disambiguation_mode

ASSUME_NOTHING

after_end_of_speech_timeout

1,250 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Event logging
Fill semantic item

DialogModule Notes


Although the application does not explicitly guide callers to use DTMF for the Date of Birth entry, it
is enabled.

Date entry should be in the form of MM/DD/YYYY to be accepted.

Trim the grammar so that the day of the week is not allowed
Set Confidential Flag to TRUE

400- Name Check Condition

Entering from
BR4005 Get DoB Check Condition. 5000_Get_DOB

Condition

Action

If First Name, Last Name =
null

Set names to collect to Last_First; Go to: 500_EntryPrompt

If First Name = else Last
Name = null

Report V Transactions per module note, Set names to collect to Last; Go to: 1000-EntryPromptMsg

If First Name = null and Last
Name = else

Report V Transactions per module note, Set names to collect to First, Go to:1020_SayFirstName

If First Name, Last Name =
else

Report V Transactions per module note, Go to: BR5500_Alt_Name_Collected

Module Notes
First:

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

Last:

V-MEDI–LN_1-(duration),T-MEDI-0000-(duration)

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500_EntryPrompt
Play Prompt
Explain name collection ground rules to user

Entering from
400- Name Check Condition

Prompts
Message Number

Name

Wording

50301

default_name_entryprompt

Now I need your full name. Let's start with your LAST name.

Condition

Action

If “ names_to_collect” = FIRST or
FIRST_LAST

If spelling_only = TRUE

Go to: 1030_SpellFirstNameplaying initialprompt2

Else

Go to: 1020_SayFirstNameplaying initialprompt1

If spelling_only = TRUE

Go to1010_SpellLastName: playing initialprompt2

Else

Go to:1000_SayLastName playing initialprompt1

If “names_to_collect” = LAST or

LAST_FIRST

Module Settings
No barge-in
Note: This is the parameter entry prompt and can be user-specified.

Developer notes
This state shares prompting with KBA 1000_EntryPrompt

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1000_SayLastName
CustomContext
Get the user’s last name.

Entering from
500_EntryPrompt; DM9000_Check_For_Alt_Name, 400- Name Check Condition

Prompts
Message Number

Type

Condition

Name

Wording

50304

Initial 1

If from
500_EntryPrompt

default_name_sayl
ast_collection_initia
lprompt

For now I just need your last name – I’ll
get your first name later. 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.

50305

Initial 2

If from DM9000

default_name_saya
ndspelllast_collecti
on_initialprompt3

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.

50307

Timeout 1

default_name_saylast_collection_noinputp
rompts1

Sorry, I didn’t hear you. Please give me
the last name with the spelling.

50308

Timeout 2

default_name_saylast_collection_noinputp
rompts2

I’m afraid I still can’t hear you. Please
give me the last name and spell it.

50309

Retry 1

If
originally
from
500_Entr
yPrompt

default_name_saylast_collect
ion_nomatchprompts1

. Please say JUST your
last name including the spelling.

50310

Retry 1

If
originally
from
DM9000

default_name_saylast_collect
ion_nomatchprompts2

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

50312

Help

default_name_saylast_collection_helppro
mpts1

Condition

Sub condition

Confidence>=high confidence
level

IF names_to_collect =

(High Confidence)

Action

Confirm.

Go to: "1020_SayFirstName"

Never

LAST_FIRST
ELSE (we’re done, see
note below)

Confidence Using only the letters of the
alphabet, please spell your last name quickly.
For example, if your name was O’Connor, you
would say O C O N N O R. Please spell the
last name now.

50322

Retry 2

default_name_spelllast_colle
ction_reprompts2

< default global > 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.

50323

Help

default_name_spelllast_colle
ction_helpprompts1

I need you to spell just the last name. If the
last name has an apostrophe, space or a
hyphen in it, you can just skip that. It works
best if you use ONLY letters and speak at a
quick pace. For example, to spell Smith, you
don’t need to say S as in Sam, M as in
Michael, just say S M I T H … try it again.
Please spell the last name for me now.

Condition

Action

Confirm.

If names_to_collect =
LAST_FIRST

Go to: 1020_SayFirstName

Never

ELSE

Go to: 1040_ConfirmName

failure

Go to: 3000_ExitFailurePrompt

Module Settings
Play success prompt.

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Developer notes

Set Confidential Flag to TRUE

1020_SayFirstName
CustomContext
Get the user’s first name.

Entering from
500_EntryPrompt,1000_SayLastName ,1010_SpellLastName, 400- Name Check Condition

Prompts
Message Number

Type

Name

Wording

50324

Initial

default_name_sayfirst_collection_initi
alprompt

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

50325

Timeout 1

default_name_sayfirst_collection_noi
nputprompts1

Sorry, I didn’t hear you. Please give me your first
name with the spelling.

50326

Timeou 2

default_name_sayfirst_collection_noi
nputprompts2

I’m afraid I still can’t hear you. Please give me your
first name and spell it.

50327

Retry 1

default_name_sayfirst_collection_no
matchprompts1

Please give me your first name
including the spelling.

50328

Help

default_name_sayfirst_collection_hel
pprompts1

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”.

Condition

Sub Condition

Action

Confirm.
Never

Confidence>=high
confidence level

IF names_to_collect
=FIRST_LAST

Go to: “1000_SayLastName”

(High Confidence)

Else (see note below)

Go to: "1040_ConfirmName"
Go to: "1030_SpellFirstName"

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

50334

Help

default_name_spellfirst_colle
ction_helpprompts1

I need you to spell just your first
name. If your first name has an
apostrophe or a hyphen in it, you
can just skip that. Now, go ahead
and spell your first name.

Condition

Action

Confirm.

names_to_collect = FIRST_LAST

Go to: "1000_SayLastName”

Never

Else

Go to: 1040_ConfirmName

failure

Go to: DM3000_Check_AOR

Module Settings
Default: Play success prompt.

Developer notes

Set Confidential Flag to TRUE

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1040_ConfirmName
YesNo
Confirm name collection

Entering from
1000_SayLastName, 1010_SpellLastName, 1020_SayFirstName, 1030_SpellFirstName

Pre-Conditions
If name to collect = First

Start at msg. # 50336, default_name_lastname

If name to collect = Last

Start at msg. # 50339, default_name_firstname

If name to collect = First and Last

Start at msg. # 50336, default_name_lastname

Prompts
Message Number

Type

50335
50336

Play this series of
prompts if we need to
play out the last name

50337

Name

Wording

Initial on entry

Okay. Let me read that back to you to
make sure I’ve got it right.

default_name_lastname

Last name:
or use TTS

default_name_spelled

00250

Spelled:
250 ms silence
…

00250

250 ms silence
... or use TTS
50340
00250

250 ms silence
…

00250

250 ms silence
... Please say “yes” or
“no”.

Retry 2

default_confirmation_reprompts2

< default global > If ‘yes’ press one,
otherwise press two.

Help

default_name_confirmname_collec
tion_helpprompts1

If I got it right, just say “yes”, otherwise
if I made a mistake, say “no”. Now, did
I get it right?

50347
50346

Option

Vocabulary

DTMF

Action

Confirm.

Yes

“Yes [you did]”

1

Go to: 4000_ExitSuccessPrompts

Never

2

Go to: 1050_ConfirmationApology

Never

“You did”
“[Yes] [that’s] right”
“[That’s] correct”
“okay”
No

“No [you didn’t]”
“[No] that’s wrong”
“[No] that’s not right”
“wrong”
“no you did not”

failure

Go to: 3000_ExitFailurePrompt

Module Settings
Note: Play the series of prompts in the order specified by the parameter “namestocollect”.
Note Also: The failure prompt for this state is only played in the case where the DM exited due to maxnoinputs or maxnomatches.
Suppress YesNo success prompts.

Developer notes

1050_ConfirmationApology
Play Prompt
User rejected name, apologize, and set up a second try.

Entering from
1040_ConfirmName

Prompts
Message Number

Condition

Name

Wording

50348

Always

default_name_confirmationap
ology

Sorry about that. Let’s try again.

Condition

Action

If names_to_collect = LAST

Go to: 1090_RespellLast

If names_to_collect = FIRST

Go to: 1070_RespellFirst

If names_to_collect = LAST_FIRST

Go to: 1060_GetMistake

or FIRST_LAST

Module Settings
No barge-in

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Developer notes

1060_GetMistake
CustomContext
Isolate the mistake. First Last or Both

Entering from
1050_ConfirmationApology

Prompts
Message
Number

Type

Name

Wording

50349

Initial

default_name_getmistake_
collection_initialprompt

Which part is wrong? The first name, the last
name, or both names?

50350

Timeout 1

default_name_getmistake_
collection_noinputprompts
1

Sorry I didn’t hear you. Which part of the name
did I get wrong? “The first name”, “the last
name”, or “both names”?

50360

Timeout 2

default_name_getmistake_
collection_noinputprompts
2

I’m afraid I still can’t hear you. Please tell me
what I got wrong: “the first name”, “the last
name”, or “both names”.

50361

Retry 1

default_name_getmistake_
collection_reprompts1

I know I don’t have the name
right just yet. Please tell me which part is wrong:
“the first name”, “the last name”, or “both
names”.

50362

Retry 2

default_name_getmistake_
collection_reprompts2

Which part of the name do I
need to fix? Please say ‘the first name”, “the last
name”, or “both.

50363

Help

default_name_getmistake_
collection_helpprompts1

I need to know which name I got wrong to correct
it. Just say the part of the name that I didn’t
catch: “the first name”, “the last name”, or “both
names”.

Maxnomatch

Option

Vocabulary

N/A Play failure prompt and Go to:
3000_ExitFailurePrompt

Action

Confirm.

“firstname”

[the]first name

Go to:1070_RespellFirst

“lastname”

[the]last name

Go to: 1090_RespellLast

“both”

Both [of them |
names]
the first [name] and
the last [name]

failure

If “names_to_collect” = FIRST_LAST

G to: 1090_RespellLast

If “names_to collect” = LAST_FIRST

Go to: 1090_RespellLast

Go to: 3000_ExitFailurePrompt

Module Settings
Developer notes

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1070_RespellFirst
CustomContext
Ask for a respelling of first.

Entering from
1050_ConfirmationApology,1060_GetMistake, 1090_RespellLast

Prompts
Message Number

Type

Name

Wording

50367

Initial (if we needed to
spell the first name
previously

default_name_respellfirst_
collection_initialprompt1

Please spell your first name for me again. I’ll
understand you better if you just say “s”
instead of “’s’ as in “Sam”. Go ahead.

50369

Timeout 1

default_name_spellfirst_col
lection_noinputprompts1

Sorry I didn’t hear you. Please spell your first
name one letter at a time.

50370

Timeout 2

default_name_spellfirst_col
lection_noinputprompts2

I’m afraid I still can’t hear you. Please spell
your first name now.

50371

Retry 1

default_name_spellfirst_col
lection_reprompts1

< default global > Saying just the letters of the
alphabet, please spell your first name. For
example, if your name were Robin, instead of
saying R as in Radar, O as in Oscar, just say
R O B I N. Go ahead. Spell your first name
now.

50372

Retry 2

default_name_spellfirst_col
lection_reprompts2

< default global > Please spell your first name
one more time.

50373

Help

default_name_spellfirst_col
lection_helpprompts1

I need you to spell just your first name. If your
first name has an apostrophe or a hyphen in
it, you can just skip that. Now, go ahead and
spell your first name

Option

Vocabulary

DTMF

Confirm.

N/A

Always

Confirmation Prompts
Message Number

Option

Name

Wording

Result

50374

Confirm

default_name_confirmation_i
nitialprompt_part1

Okay. I think I’ve got it
right now.

“Okay. I think I’ve got it right
now. First name spelled
<…>, Did I get that right?

50341

default_name_firstnamespell
ed

First name spelled:

50342

default_confirmation_initialpr
ompt_part2

Did I get that right?

default_confirmation_initialpr
ompt_part1

I think you said…

default_confirmation_initialpr
ompt_part2

Did I get that right?

00118

command

50342

Confirmation
Options

Vocabulary

“Yes”

“Yes [it is]”

DTMF

“I think you said <…> Did I
get that right?

Action

Confirm.

1

Go to: 4000_ExitSuccessPrompts

Never

2

Re-enter Dialog Module per default
behavior

Never

“[Yes] that’s
right”
“Right”
“[That’s] correct”
“No”

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

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MaxFailure

N/A

Go to:3000_ExitFailurePrompt

Module Settings
Note: Confidence Level should be set to .72

Developer notes

Set Confidential Flag to TRUE

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1090_RespellLast
CustomContext
Get the user’s first name.

Entering from
1050_ConfirmationApology, 1060_GetMistake

Prompts
Message Number

Type

Wording

50379

Initial (if we
needed to spell
the last name
previously

default_name_respelllast_
collection_initialprompt1

Saying just the letters of the alphabet, please
spell your last name again.

50385

Timeout 1

default_name_spelllast_col
lection_noinputprompts1

Sorry I didn’t hear you. Please spell the last name
one letter at a time.

50386

Timeout 2

default_name_spelllast_col
lection_noinputprompts2

I’m afraid I still can’t hear you. It works best if you
use only letters and speak at a normal pace. For
example, to spell ‘Smith, don’t say S as in Sam, M
as in Michael, just say S M I T H.…try it again.
Please spell your last name for me now.

50387

Retry 1

default_name_spelllast_col
lection_reprompts1

< default global > Saying just the letters of the
alphabet, please spell your last name. For
example, if your name were O’Connor, you would
say O C O N N O R. Please spell the last name
now.

50388

Retry 2

default_name_spelllast_col
lection_reprompts2

< default global > If your last name has an
apostrophe, space or a hyphen in it, you can just
skip that. For example, if you have a two part
name like Folsom-Jones, you should 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.

50389

Help

default_name_spelllast_col
lection_helpprompts1

I need you to spell just your last name. If your last
name has an apostrophe, space or a hyphen in it,
you can just skip that. It works best if you use
ONLY letters and speak at a normal pace. For
example, to spell ‘Smith, you don’t need to say S
as in Sam, M as in Michael, just say S M I T H
…try it again. Please spell your last name for me
now.

Option

Vocabulary

DTMF

Confirm.

N/A

Always

Confirmation Prompts
Message Number

Option

Name

Wording

Result

50392

Confirm

default_name_confirmation_initialp
rompt_part1

Okay. I think I’ve got it right
now.

“Okay. I think I’ve got
it right now. Last
name spelled <…>,
Did I get that right?

50340

default_name_lastnamespelled

Last name spelled:

50342

default_confirmation_initialprompt_
part2

Did I get that right?

default_confirmation_initialprompt_
part1

I think you said…

default_confirmation_initialprompt_
part2

Did I get that right?

00118

50342

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“I think you said <…>
Did I get that right?

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Option

Vocabulary

“Yes”

“Yes [it is]”

DTMF
1

Action

Confirm.

If “names_to collect” = LAST_FIRST

Never

“[Yes] that’s right”

Go to: 1070_RespellFirst

“Right”

ELSE Go to: 4000_ExitSuccessPrompts

“[That’s] correct”
“No”

“No [it isn’t]”

2

Re-enter the dialog module per default behavior

Never

“[No] that’s not right”
MaxFailure

Go to:3000_ExitFailurePrompt

Module Settings
Note: Confidence Level should be set to .72

Developer notes

Set Confidential Flag to TRUE

3000_ExitFailurePrompt
Play Prompt
Apologize on exit

Entering from
1000_SayLastName, 1010_SpellLastName,1020_SayFirstName, 1030_SpellFirstName, 1040_ConfirmName, 1060_GetMistake,
1070_RespellFirst,1090_RespellLast,

Prompts
Message Number

Name

Wording

50393

default_name_exitfailureprompt

I’m sorry I’m having so much trouble with your name.

Condition

Action
Go to:BR3100_AfterHours_Check
NeedAssistanceWith = MaxNameRecognitionFailures

Module Settings
No barge-in
Note: This is the parameter exitfailureprompt and can be configured by setting this parameter.

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4000_ExitSuccessPrompts
Play Prompt
Get the user’s first name.

Entering from
1040_ConfirmName, 1070_RespellFirst, 1090_RespellLast

Prompts
Message Number

Condition

Name

Wording

00120

If nomatchcount =1

default_successprompts1

Alright.

50294

If nomatchcount =2

default_successprompts2

Got it.

default_successprompts3

Thanks for being patient.

Or
confirming Alt Name
50295

If nomatchcount =3

Condition

Action

Always

Go to: BR5500_Alt_Name_Collected

Module Settings
No barge-in
Note: This is the exitsuccessprompts parameter and can be configured by setting this parameter.

BR5500_Alt_Name_Collected
Branch on Condition
<>

Entering from
400- Name Check Condition, 4000_ExitSuccessPrompts

Condition

Action

IF AltNameCollected = True

Go to: PP6000_Ready_To_Submit

Else

Go to: DM9000_Check_For_Alt_Name

Event logging

V-MEDI-OtherLastName_1-(duration), T-MEDI-0000-(duration)

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PP6000_Ready_To_Submit
Play Prompt
Tell caller we’re ready to submit information

Entering from
BR5500_Alt_Name_Collected, 1000_SayLastName

Prompts
Message Number

Name

Wording

10052

From
4000_ExitSuccess
Prompts

60001

I’ve got everything we need. Hold on while I send off your request.

10053

From DM9000 or
BR 1900

60002

Alright. I’ve got everything we need. Hold on while I send off your
request.

Condition

Action

Always

Go to: DB7000_SubmitRequest

Event logging
Developer notes
No barge-in

DB7000_SubmitRequest
Database Query
Send off callers info for the first time for validation

Entering from
PP6000_Ready_To_Submit

Condition

Action

Always

Go to: BR8000_DB_Request_Validate_1st

Event logging

BR8000_DB_Request_Validate_1st
Branch on Condition
st

Branch on the return values from DB Dip 1 (DB7000_SubmitRequest_1 )

Entering from
DB7000_SubmitRequest

Condition

Action

IF DB Returns OK

Go to: PP10000_Task_Complete

Else if DB returns Account Blocked

NeedAssistanceWith = AccountBlocked
Go to: BR3100_AfterHours_Check

IF DB Rejects

NeedAssistanceWith = ValidationFailure
Go to: BR3100_AfterHours_Check

Event logging

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DM9000_Check_For_Alt_Name
YesNo
Check to see if Caller might be listed under an alternate name

Entering from
BR8000_DB_Request_Validate_1st

Prompts
Message Number

Type

Name

Wording

Barge-in

10054

Initial

900010

Some people use another last name, such as
a professional or maiden name, that might be
listed under this social security number.

No

10092

Initial2

Do you have another last name? Yes or No.

Yes

10055

Retry 1

900020

< default global.> Would you like me to also
check under another last name? Please say
“YES” or “NO”.

Yes

10056

Retry 2

900030

< default global > If you think you might be
listed under another last name, press one.
Otherwise, press two.

Yes

10057

Timeout 1

900040

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”.

Yes

55003

Timeout 2

900050

My apologies, but I still didn’t hear if you said
anything. Please say “YES” if you think you
might be listed under another last name,
otherwise, say “NO”.

Yes

10058

Help

900060

Before I send off your request, I need to know
if you might be listed under an alternate last
name. For example you may also have a
professional name, or maiden name or one
from a previous marriage. Please tell me if
you’d like me to include another last name
with this request. Please say “YES” or “NO”.

Yes

Option

Vocabulary

DTMF

Yes

“Yes [please]”

1

“[Yes] I do”

Action

Confirm.

Go to: 1000_SayLastName

Never

NOTE: names_to_collect = LAST; AltNameCollected = True

“[Yes] I would”
“Yeah”
No

“No [thanks]”
“[No] I don’t”

2

Go to: PP6000_Ready_To_Submit

Never

AltNameCollected = True

“[No] I do not”
“[No] I
wouldn’t”
“[No] I would
not”

DialogModule parameters
Parameter

Value

after_end_of_speech_timeout

500 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

TRUE (For message 10054 = FALSE) <- Note change
from usual setting.

Event logging

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Developer notes
Set Confidential Flag to TRUE

PP10000_Task_Complete
Play Prompt
Acknowledge Task Completion

Entering from
BR8000_DB_Request_Validate_1

st

Prompts
Message Number

Condition

Name

Wording

10089

Task = BEVE

100001

Okay. You’re all set. You should receive your Benefits
Verification Letter in the mail within two weeks.

10090

Task = MRC

100002

Okay. You’re all set. You should receive your Medicare
Replacement Card in the mail within four weeks. If you
live in Puerto Rico, please allow eight weeks for
delivery.

Condition

Action

Always

Go to: DM14000_Post_Options

Event logging
Developer notes
No barge-in

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DM11000_ReturnToMain_or_HangUP
CustomContext
Caller needs assistance with something, but operators are not available. Ask if the caller wants to return to the main
menu or hang up.

Entering from
BR3100_AfterHours_Check

Prompts
Message Number

Type

Condition

Name

Wording

10059

Initial

NeedAssistanceWith
= SysUnavailable

1100011

I’m sorry; but the system is currently
unavailable. I’m afraid you’ll have to try your
call again later or try during business hours
if you’d prefer to speak with an agent. But, if
there’s anything else you’d like to do, say
“MAIN MENU”. Otherwise you can say
“GOODBYE” or just hang-up.

10061

NeedAssistanceWith
= BadAOR

1100012

I’m sorry, but I can’t be sure if your new
address is in the system yet. I’m afraid
you’ll need to speak with an agent to
complete your request. Please call again
during business hours. If there’s anything
else you’d like to do, say “MAIN MENU”.
Otherwise you can say “GOODBYE” or just
hang-up.

10062

NeedAssistanceWith
= ValidationFailure

1100013

I’m sorry, but I couldn’t process your
request. I’m afraid you’ll have to call back
and speak with an agent during business
hours. In the meantime, if there’s anything
else you’d like to do, say “MAIN MENU”.
Otherwise you can say “GOODBYE” or just
hang-up.

10063

NeedAssistanceWith
=
MaxNameRecognition
Failures

1100014

Unfortunately there are no agents available
at this time. I’m afraid you’ll have to call
back during business hours. But, if there’s
anything else you’d like to do, say “MAIN
MENU”. Otherwise you can say
“GOODBYE” or just hang-up.

10064

NeedAssistanceWith =
MaxTimeout

1100015

To speak with an agent, please
call back during business hours. If there’s
anything else you’d like to do, say “MAIN
MENU”. Otherwise you can say
“GOODBYE” or just hang-up.

10065

NeedAssistanceWith =
MaxRetry

1100016

To speak with an agent I'm afraid
you'll have to call back during business
hours. If there's anything else you'd like to
do, say main menu. Otherwise you can say
goodbye, or just hang up

10066

NeedAssistanceWith =
UserRequestedAgent

1100017

Unfortunately, our offices are closed. To
speak with an agent, please call back
during business hours. If there’s anything
else you’d like to do, say “MAIN MENU”.
Otherwise you can say “GOODBYE” or just
hang-up.

10067

NeedAssistanceWith =
MaxHelp

1100019

You know what? You might want to go
through this with one of our agents. I’d
suggest you try your call during business
hours. If there’s anything else you’d like to
do, say “MAIN MENU”. Otherwise you can
say “GOODBYE” or just hang-up.

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NeedAssistanceWith =
AccountBlocked

10068

1100021

Our records show that you requested that
your account be blocked from access by
this automated system, as well as by the
Internet, even with a password, so you’ll
need an agent to complete this transaction.
If you want to unblock your account, the
agent must handle that as well.
Unfortunately, our offices are closed so
you’ll have to call back and speak with an
agent during business hours. In the mean
time, if there’s anything else you’d like to
do, say “MAIN MENU”. Otherwise you can
say “GOODBYE” or just hang-up.

10069

Retry 1

1100020

< default global > I’m afraid you’ll have to
call back and speak with an agent during
business hours. In the mean time, if there’s
anything else you’d like to do, say “MAIN
MENU”. Otherwise you can say
“GOODBYE” or just hang-up.

10071

Retry 2

1100030

< default global > Unfortunately, there are
no agents available at this time. I’m afraid
you’ll have to call back during business
hours. But if there’s anything else you’d like
to do, say “MAIN MENU”. Otherwise you
can say “GOODBYE” or just hang up.

10072

Timeout 1

1100040

Sorry, I didn’t hear you and I’m afraid our
offices are currently closed. To speak with
an agent, you’ll have to call back. If there’s
anything else you’d like to do, say “MAIN
MENU”. Otherwise you can say
“GOODBYE” or just hang-up.

10073

Timeout 2

1100050

Sorry, I still didn’t hear you and I’m afraid
our offices are currently closed. To speak
with an agent, you’ll have to call back. If
you’d like to return to the main menu, say
“MAIN MENU”. If you’d like to end your call
you can say “GOODBYE” or simply hang
up.

10074

Help

1100060

At this point, I’m afraid our offices are
closed, so you’ll have to call back if you’d
like to speak with an agent. But you do
have two other options. You can either say
“MAIN MENU”, or you can end the call by
saying “GOODBYE” or simply hanging up.

Option

Vocabulary

DTMF

Action

Confirm.

MainMenu

“Main Menu”

1

Go to: PP12000_Thanks_Before_Return

If necessary

Goodbye

“Goodbye”

2

Go to: PP13000_Goodbye

If necessary

Confirmation prompts
Message Number

Option

Name

Wording

10075

MainMenu

1100080

You said you wanted to return to the ‘Main
Menu’, is that right?

10076

Goodbye

Confirmation
Options

Vocabulary

“Yes”

“Yes [it is]”

1100081

DTMF
1

You want to end this call; Is that right?

Confirm.
Never

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

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“No”

“No [it isn’t]”

Never

2

“[No] that’s not right”

DialogModule parameters
Parameter

Value

after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Event logging
Developer notes
On DM11000 MaxTimeout, Max Retry or MaxHelp Go to: PP13000_Goodbye
Disable Global Agent Command

PP12000_Thanks_Before_Return
Play Prompt
Thank caller before returning them to the main menu (N8NN).

Entering from
DM11000_ReturnToMain_or_HangUP

Prompts
Message Number

Name

Wording

10077

120001

Sure. I’ll transfer you now. [Closing Audio Icon]

Condition

Action

Always

Go to: [TRXF_N8NN]

Event logging
Developer notes
No barge-in

PP13000_Goodbye
Play Prompt
Say goodbye to the caller.

Entering from
DM11000_ReturnToMain_or_HangUP

Prompts
Message Number

Name

Wording

10078

130001

Goodbye. [Closing Audio Icon]

Condition

Action

Always

Go to: [HANG UP]

Event logging
Developer notes
No barge-in

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DM14000_Post_Options
CustomContext
Ask if the caller wants to return to the main menu or hang up.

Entering from
PP10000_Task_Complete

Prompts
Message
Number

Type

Name

Wording

10079

Initial

1400010

If there’s anything else you’d like to do, say “MAIN MENU”.
Otherwise you can say “GOODBYE” or just hang-up.

10081

Retry 1

1400020

< default global.> If there’s anything else you’d like to do, say
“MAIN MENU”. Otherwise you can say “GOODBYE” or just hangup.

10082

Retry 2

1400030

< default global > If you’d like to return to the main menu, say
“MAIN MENU”. If you’d like to end your call you can say
“GOODBYE” or simply hang up.

10083

Timeout 1

1400040

Sorry, I didn’t hear you. If there’s anything else you’d like to do,
say “MAIN MENU”. Otherwise you can say “GOODBYE” or just
hang-up.

10084

Timeout 2

1400050

Sorry, I still didn’t hear you. If you’d like to return to the main
menu, say “MAIN MENU”. If you’d like to end your call you can
say “GOODBYE” or simply hang up.

10085

Help

1400060

At this point, you have two options. You can either return to the
main menu by asking for the “MAIN MENU”, or you can end your
call by saying “GOODBYE” or hanging up.

Option

Vocabulary

DTMF

Action

Confirm.

MainMenu

“Main Menu”

1

Go to: PP12000_Thanks_Before_Return

If necessary

Goodbye

“Goodbye”,

2

Go to: PP13000_Goodbye

If necessary

Confirmation prompts
Message Number

Option

Name

Wording

10086

MainMenu

1400080

You said you wanted to return to the ‘Main Menu’, is
that right?

1400081

You want to end this call; Is that right?

10087

Goodbye

Confirmation
Options

Vocabulary

“Yes”

“Yes [it is]”

DTMF

Confirm.

1

Never

2

Never

“[Yes] that’s right”
“Right”
“[That’s] correct”
“No”

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

DialogModule parameters
Parameter

Value

after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Event logging
Developer notes

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On DM14000 MaxTimeout, Max Retry or MaxHelp Go to: PP13000_Goodbye
Disable Global Command Grammar

[End of Specification]

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