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pdfSSA HostConnect
User Interface Specification
TVDC/BBN Findings
SIS ID
App ID
NetCap ID
Platform/Option
:
:
:
:
SS023149
23149
0023149
NGSN/Option 3
1.0
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Document History
Date
Spec
1.0
10/19/06
1.0 Version 9
06/15/07
1.0 Version
10
Summary of Changes
Revised by
Initial version
Christopher
Walton
Added Global Transition Messages
Added Respell 3 into name Modules
Added Confirmation Messages
Updated Spell Help in First Name
Christopher
Walton
Change Message 8301, 8401, 8601, 9407
Christopher
Walton
Changes for First Name, Last Name, and Other Last
Name:
Verizon Business recommends the End of Speech
Timeout be extended by 2 seconds to allow callers a
little extra time to respond. The extra 2 seconds will
reduce the numbers of callers experiencing clipping.
Verizon Business has two recommendations for
reducing the number of background noises and outof-grammar responses being recognized as Help.
(1) Explicit Setting of Low
Confidence Threshold: It has been noticed
utterances with low confidence scores are being
confirmed. By explicitly setting the Low Confidence
Threshold to 175, confirmations will not occur below
this level.
(2) Reduce the weighting of Help
in the Parallel Grammar. The default weighting on
help is 1.0 and Verizon Business recommends
reducing the weighting on Help to .75.
Change Other Last Name Max Timeout, Max Retry,
and Max Confirmation Retry/Timeout from 8512 to
8119
06/15/07
1.0 Version
11
Re-record Messages 8301, 8401, 8601
Christopher
Walton
7/17/07
1.0 Version
12
Updated Spell Help Messages in Last Name and
Other Last Name to reflect that Message 8414 and
8614 were playing respectively.
Christopher
Walton
7/19/07
1.0 Version
13
Removed * from the help in Command Vocabulary
Christopher
Walton
09/20/07
1.0 Version
14
Add Validated Names Check Logic
Christopher
Walton
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Feb 29, 08
1.0 Version
15
Inserted hyperlinks and book marks for all modules
Becky Stallings
Mar 4, 08
1.0 Version
16
Added Check Null Condition module
Added First Name Check Condition module
Added Last Name Check Condition module
Added Other Last Name Check Condition module
Updated Table of Contents to show all modules
Added Privacy statement to Chapter 1, Background
and Motivation
Updated First Name DM, Last Name DM, Other Last
Name DM; Added confidential flag notation to
modules notes.
Sean Stallings
Mar 07, 08
1.0 Version
17
Removed Validated Names module, replaced with
Check Null Condtion.
Corrected typo in Last Name Check Condition
Sean Stallings
Mar 10, 08
1.0 Version
18
Updated First Name Check Condition, Last Name Check
Condition, Other Last Name Check Condition; Corrected
reporting information for “if else” conditions.
Sean Stallings
Apr 1, 08
1.0 Version
19
Updated reporting string for first, last, alternative
name re-use.
Sean Stallings
Apr 4, 08
1.0 Version
20
Updated Check Null Condition, updated routing and
made the wording clearer.
Sean Stallings
Apr 11, 08
1.0 Version
21
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
July 14,
2008
1.0 Version
22
Updated Speech Flag Check with new Goto’s to support the
TVDC changes
Christopher
Walton
September
4, 2008
1.0 Version
23
BBN Findings Effort
Sean Stallings
September
25, 2008
1.0 Version
24
1)
Updated Other Last Name Necessary Module,
updated wording for invalid 2, changed to new
message 8126.
2)
Updated First Name, Last Name, Other Last
Name modules, for invalid 2, replaced message
8515 with new message 8527.
3)
Section 6.1; added new entry for message 8126.
4)
Section 6.1, added new entry for message 8527.
5)
Highlighted all BBN effort changes in Green.
Added Verizon Business proprietary statement to title page
and all page headers.
User Interface Specification, March 17, 2009
Sean Stallings
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Table of Contents
Chapter 1:
Background and Motivation........................................................5
1.1 Privacy...........................................................................................................5
1.2 Motivation ....................................................................................................5
1.3 Aesthetics......................................................................................................5
1.4 Open Issues ..................................................................................................5
1.5 Call Examples...............................................................................................5
1.5.1 Typical Call ..................................................................................................5
Chapter 2:
Call-Flow Diagrams......................................................................7
2.1 High-Level Call Flow Diagram ..................................................................8
Chapter 3:
How to Read the Call-Flow Tables .............................................9
Chapter 4:
Internal DialogModule Functionality ........................................11
Chapter 5:
Detailed Dialog Specification....................................................13
5.1 General Behavior .......................................................................................13
5.1.1 Ending the call ............................................................................................13
5.1.2 Global Defaults (Non-ASR Logic)..............................................................13
980 – Transitional Vocabulary.................................................................. 13
COMMAND Vocabulary.......................................................................... 13
5.2 Dialog Tables .............................................................................................14
Check Null Condition ............................................................................... 14
Speech Transition Message....................................................................... 14
First Name Check Condition .................................................................... 14
First Name................................................................................................. 15
Last Name Check Condition..................................................................... 17
Last Name ................................................................................................. 17
Other Last Name Check Condition........................................................... 19
Other Last Name Necessary...................................................................... 19
Other Last Name ....................................................................................... 21
Speech Flag Check.................................................................................... 23
Chapter 6:
User Interface Specification, , 3/17/2009
Recording Lists..........................................................................24
6.1 Application Recording List.......................................................................24
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Chapter 1:
1.1
Background and Motivation
Privacy
The following information is considered confidential, 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.
1.2
Motivation
SSA is using a new authentication process for their Password Services. This document is not
intended to be a stand alone callflow. We are only attempting to capture the first name, middle
initial, last name, and other last name of the caller.
1.3
Aesthetics
We are using this information to authenticate the caller so the tone should be businesslike.
1.4
Open Issues
1.5
Call Examples
1.5.1
Typical Call
System:
Caller:
System:
Caller:
System:
Caller:
System:
Caller:
System:
Please give me your first name, including the spelling. [Pause] For example if
your first name was Robin, you’d say “Robin, spelled R O B I N.”
John
“Let me read that back. First Name John spelled J O H N, did I get that right?”
Yes
Please give me your last name, including the spelling. [Pause] For example, if
your last name was Kusack, you’d say, “Kusack, spelled K U S A C K.”
Smith
Some people have another last name - for example, a professional or maiden
name - that might be listed under their social security number. Do you have
another last name? Please say Yes or No.
Yes
”Please give me your OTHER last name, including the spelling. [Pause] For
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Caller:
System:
example, if your other last name was Jones, you’d say, “Jones, spelled J O N E
S.” Go ahead.”
Jones
Thank you. We have received your request for a password…
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Chapter 2:
Call-Flow Diagrams
Legend for the high level call-flow diagrams presented in this section:
A high level process indicates a series of play-prompt or interaction states or data retrieval steps,
etc.
High level process
A play-prompt state plays a waveform, or a series
of waveforms, to the caller.
Play prompt state
Interaction 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.
Internal check/
data retrieval
Internal decision
The ‘internal decision’ icon represents a logical
check in the program code to branch on decision.
Connectors link different call-flow diagrams.
An end-of-call is a transfer, to another service or
customer representative, or a system hang-up.
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 call-flow 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 5: Detailed Dialog Specification”, using the same (or matching)
naming convention for easy reference.
End of call
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2.1
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High-Level Call Flow Diagram
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Chapter 3:
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
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.
Voicing
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"
Module Settings
Section to
specify the
different
settings of the
module
Default
Touch-tone
equivalents for global
commands
User Interface Specification, , 3/17/2009
System actions
following on global
commands
System actions
following on user
input
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Chapter 4:
Internal DialogModule Functionality
***PLEASE NOTE: This is a generic example of Internal DialogModule
Funcionality and may not directly reflect the actions of the SSA HostConnect
application.
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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
User Interface Specification, March 17, 2009
Failure
Timeout Prompt # 2
Failure
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Chapter 5:
5.1
Detailed Dialog Specification
General Behavior
5.1.1
Ending the call
At no time should the call simply end. All calls from this application should exit via one of the following
SIBBs: Max Timeout, Max Retry, Max Invalid Menu Item
5.1.2
Global Defaults (Non-ASR Logic)
Help – Two helps per module – subsequent Helps should count towards Invalid/Timeout
Confirm if necessary – do not confirm yes/no
Append 8 in front of the Abandon Flag and provide in the CCR's only if the caller hung up in that module.
The Speech Flag is set in the DTMF application.
Certain language shows up in the application periodically as a transitional messaging between the modules.
Those messages are below.
980 – Transitional Vocabulary
Speech Input
Transitional Vocabulary
Req. ID
Message Number
Text
TPPW-TV1062-PromptLC-1
8524
“OK”
TPPW-TV1062-PromptLC-2
8525
“Got it”
TPPW-TV1062-PromptLC-3
8526
“Thanks for your patience.”
The following commands should be available to any SIVR SIBB in the call plan:
COMMAND Vocabulary
Speech Input
Command Vocabulary
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Option
Synonym(s)
help
help
5.2
Dialog Tables
DTMF
N/A
Action
Confirm.
Go to Help Menu for the particular menu
Never
Check Null Condition
Branch on Condition
Entering from
DOB or Password Registration DOB
Requirement ID’s
Condition
Action
If TVDC Items to
collect= 0
Go to: FirstNameCheckCondition
If TVDC items else
Go to: Speech Transition Message
.
Speech Transition Message
Play Prompt
Entering from
CheckNullCondition
Prompts
Requirement ID’s
Msg #
Text
REQ. ID TPPW-STM1065-Prompt-LC-1
9407
"Ok, I’ll be asking you up to three questions and you can SPEAK your answers. Just be sure
to speak clearly and loud enough for me to hear over the phone."
Condition
Action
Always
Go to: FirstNameCheckCondition
Module Settings
First Name Check Condition
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Entering from
SpeechTransitionMessage, Check Null Condition
Condition
Action
If First Name = null
Go to: FirstName
If First Name else
Report V Transaction per module note, Go to: LastNameCheckCondition
Module Notes
V-TPPW-FN_1-(duration), T-KBPW-0000-(duration)
First Name
DialogModule™
Custom Context Grammar
Entering from
FirstNameCheckCondition
Prompts
Type
MSG #
Wording
Initial
8301
REQ. ID TPPW-FN-1070Prompt-LC-1
“Say your FIRST name and then spell it for me. [Pause] For example,
if your first name was Robin, you’d say “Robin, R O B I N.”
Timeout 1
8302
REQ. ID TPPW-FN-1070Prompt-LC-2
”Sorry, please give me your first name with the spelling, or for more
information, just say “help.””
Timeout 2
8303
REQ. ID TPPW-FN-1070Prompt-LC-3
”I still didn’t hear you. Please give me your first name and spell it.”
Retry 1
8305
REQ. ID TPPW-FN-1070Prompt-LC-4
”Sorry, just spell your first name for me.”
Retry 2
8307
REQ. ID TPPW-FN-1070Prompt-LC-5
”Sorry I didn’t catch that. Go ahead and spell your first name for me.”
Play Message 8512: ”Sorry I’m having so much
trouble.”
Max timeouts
REQ. ID TPPW-FN-1070-Prompt-LC-6
Go to: AGENT JUMP LOGIC (located in DTMF portion
of the app)
If Speech Flag = 1 Set Code Pair 70022
If Speech Flag = 2 Set Code Pair 70031
Respell 1
8310
REQ. ID TPPW-FN-1070Prompt-LC-7
Respell 2
8311
REQ. ID TPPW-FN-1070Prompt-LC-8
”Sorry, I didn’t catch that. Go ahead and spell your first name for me.”
Respell 3
(conditional
may not
always play
depending
on the
number of
retries/confir
mations
played)
8312
REQ. ID TPPW-FN-1070Prompt-LC-9
”Sorry, I still didn’t understand. Please spell your first name one more
time. [Pause] If your first name was Nick, you’d say “N I C K.” Go
ahead.”
Spell Help
8314
REQ. ID TPPW-FN-1070Prompt-LC-10
”I need to take down the spelling of your first name. For example, if
your first name was Nick, you’d say “N I C K.” Go ahead.”
User Interface Specification, March 17, 2009
”Please spell your first name for me again. [Pause] I’ll understand you
better if you just say, “s,” instead of, “s as in Sam.” Go ahead.”
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Play Message 8512: ”Sorry I’m having so much
trouble.”
Max Retries
Go to: AGENT JUMP LOGIC (located in DTMF portion
of the app)
REQ. ID TPPW - FN-1070-Prompt-LC-15
If Speech Flag = 1 Set Code Pair 60022
If Speech Flag = 2 Set Code Pair 60031
Say Help
8304
REQ. ID TPPW-FN-1070Prompt-LC-11
Option
Synonym(s)
First Name
DTMF
<...>
”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.””
Action
Confirm.
Go to: LastNameCheckCondition
ALWAYS
Confirmation Prompts
Option
First Name
MSG #
NA
st
1 Invalid
Confirmation
1st Timeout
Confirmation
8514
8514
nd
2 Invalid
Confirmation
8527
nd
2 Timeout
Confirmation
8515
Wording
Result
REQ. ID TPPW-FN-1070Prompt-LC-12
FIRST NAME
“Let me read that back. First
Name < First Name >
spelled < First Name
Spelling >, did I get that
right?”
REQ. ID TPPW - FN-1070Prompt-LC-13
”Sorry, I didn’t
catch that.
Please say
“yes,” or
“no,”.”
Retry Confirmation
REQ. ID TPPW - FN-1070Prompt-LC-14
”Sorry, I didn’t
catch that.
Please say
“yes,” or
“no,”.”
Retry Confirmation
REQ. ID TPPW - FN-1070Prompt-LC-16
“Sorry, I didn’t
hear you. I
need to know
if I got your
name right. If
‘yes’ press
one, otherwise
press two.”
REQ. ID TPPW - FN-1070Prompt-LC-17
”Sorry, I didn’t
hear you. I
need to know
if I got your
name right.
Please say
“yes”
Action
If Yes Go to:
LastNameCheckCondition
If No Respell 1
If Yes Go to:
LastNameCheckCondition
If No Respell 1
If Yes Go to:
LastNameCheckCondition
If No Respell 1
Formatted: Font: 8 pt, Highlight
Retry Confirmation
If Yes Go to:
LastNameCheckCondition
Deleted: Sorry, I didn’t hear you. I
need to know if I got your name right.
Please say “yes”¶
or “no”.”
Retry Confirmation
If Yes Go to:
LastNameCheckCondition
Formatted: Font: 8 pt
If No Respell 1
Formatted: Font: 8 pt
or “no”.”
Play Message 8512: ”Sorry
I’m having so much trouble.”
rd
3
Invalid/Timeout
Confirmation
8512
REQ. ID TPPW - FN-1070Prompt-LC-18
”Sorry I’m
having so much
trouble.”
Go to: AGENT JUMP
LOGIC (located in DTMF
portion of the app)
If Speech Flag = 1 Set Code
Pair 60022
If Speech Flag = 2 Set Code
Pair 60031
User Interface Specification, March 17, 2009
Deleted: 15
If No Respell 1
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Commands
See default settings
Module Settings
Use Spelling Fallback
If Speech Flag = 1 Set Abandon Flag = 0022
If Speech Flag = 2 Set Abandon Flag = 0031
Set Confidential Flag to TRUE.
Last Name Check Condition
Entering from
FirstName, FirstNameCheckCondition,
Condition
Action
If Last Name = null
Go to: LastName
If Last Name else
Report V Transaction per module note, Go to: OtherLastNameCheckCondition
Module Notes
V-TPPW-LN_1-(duration), T-KBPW-0000-(duration)
Last Name
DialogModule™
Custom Context Grammar
Entering from
LastNameCheckCondition,
Prompts
Type
MSG #
Wording
Initial
8401
REQ. ID TPPW-LN-1080Prompt-LC-1
Timeout 1
8402
REQ. ID TPPW-LN-1080Prompt-LC-2
”Sorry, please give me your last name with the spelling, or for more
information, just say “help.””
Timeout 2
8403
REQ. ID TPPW-LN-1080Prompt-LC-3
”I still didn’t hear you. Please give me your last name and spell it.”
Retry 1
8405
REQ. ID TPPW-LN-1080Prompt-LC-4
”Sorry, just spell your last name for me.”
Retry 2
8407
REQ. ID TPPW-LN-1080Prompt-LC-5
”Sorry, I didn't catch that. Go ahead and spell your last name for me.”
User Interface Specification, March 17, 2009
“Say your LAST name and then spell it for me. [Pause] For example,
if you last name was Kusack you’d say ‘Kusack, K U S A C K.’”
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Play Message 8512: ”Sorry I’m having so much
trouble.”
Max timeouts
Go to: AGENT JUMP LOGIC (located in DTMF portion
of the app)
REQ. ID TPPW-LN-1080-Prompt-LC-6
If Speech Flag = 1 Set Code Pair 70023
If Speech Flag = 2 Set Code Pair 70032
Respell 1
8410
REQ. ID TPPW-LN-1080Prompt-LC-7
”Please spell your last name for me again. [Pause] For example, I’ll
understand you better if you just say, “s,” instead of, “s as in Sam.” Go
ahead.”
Respell 2
8412
REQ. ID TPPW-LN-1080Prompt-LC-8
”Sorry I didn’t catch that. Go ahead and spell your last name for me.”
Respell 3
(conditional
may not
always play
depending
on the
number of
retries/confir
mations
played)
8413
REQ. ID TPPW-LN-1080Prompt-LC-9
”Sorry I still didn’t understand. Please spell your last name one more
time. [Pause] If your last name was O’Neal, you’d say, “O N E A L.”
Go ahead.”
Spell Help
8414
REQ. ID TPPW-LN-1080Prompt-LC-10
”I need you to spell your last name. For example, if your last name
was O’Neal, you’d say “O N E A L.” Go ahead.”
Play Message 8512: ”Sorry I’m having so much
trouble.”
Max Retries
Go to: AGENT JUMP LOGIC (located in DTMF portion
of the app)
REQ. ID TPPW - LN-1080-Prompt-LC-15
If Speech Flag = 1 Set Code Pair 60023
If Speech Flag = 2 Set Code Pair 60032
”I need you to say your last name and then spell it for me. For
example, if your last name was O’Neal, you’d say, “O’Neal, O N E A
L.””
REQ. ID TPPW-LN-1080Prompt-LC-11
Say Help
8404
Option
Synonym(s)
Last Name
DTMF
<...>
Action
Confirm.
Go to: OtherLastNameCheckCondition
ALWAYS
Confirmation Prompts
Option
Last Name
1st Invalid
Confirmation
MSG #
NA
8514
st
1 Timeout
Confirmation
8514
nd
2 Invalid
Confirmation
8527
REQ. ID TPPW-LN1080-Prompt-LC-12
REQ. ID TPPW – LN1080-Prompt-LC-13
REQ. ID TPPW - LN1080-Prompt-LC-14
REQ. ID TPPW - LN1080-Prompt-LC-16
User Interface Specification, March 17, 2009
Wording
Result
Action
LAST NAME
“Let me read that back.
Last Name < Last Name >
spelled < Last Name
Spelling >, did I get that
right?”
If Yes Go to:
OtherLastNameCheckCon
dition
If No Go to: Respell 1
”Sorry, I didn’t catch
that. Please say “yes,”
or “no,”.”
Retry Confirmation
If Yes Go to:
OtherLastNameCheckCon
dition
”Sorry, I didn’t catch
that. Please say “yes,”
or “no,”.”
Retry Confirmation
“Sorry, I didn’t hear
you. I need to know if
I got your name right.
If ‘yes’ press one,
otherwise press two.”
If No Go to: Respell 1
If Yes Go to:
OtherLastNameCheckCon
dition
If No Go to: Respell 1
Retry Confirmation
If Yes Go to:
OtherLastNameCheckCon
dition
If No Go to: Respell 1
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Formatted: Font: 8 pt, Highlight
Deleted: 15
Deleted: Sorry, I didn’t hear you. I
need to know if I got your name right.
Please say “yes”¶
or “no”.”
Formatted: Font: 8 pt
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nd
2 Timeout
Confirmation
8515
REQ. ID TPPW - LN1080-Prompt-LC-17
”Sorry, I didn’t hear
you. I need to know if
I got your name right.
Please say “yes”
Retry Confirmation
or “no”.”
If Yes Go to:
OtherLastNameCheckCon
dition
If No Go to: Respell 1
Play Message 8512:
”Sorry I’m having so much
trouble.”
rd
3
Invalid/Timeout
Confirmation
8512
REQ. ID TPPW - LN1080-Prompt-LC-18
”Sorry I’m having so
much trouble.”
Go to: AGENT JUMP
LOGIC (located in DTMF
portion of the app)
If Speech Flag = 1 Set
Code Pair 60023
If Speech Flag = 2 Set
Code Pair 60032
Commands
See default settings
Module Settings
Use returned Last Name from ANI Lookup (if present) to assist in recognition.
Use Spelling Fallback
If Speech Flag = 1 Set Abandon Flag = 0023
If Speech Flag = 2 Set Abandon Flag = 0032
Set Confidential Flag to TRUE.
Other Last Name Check Condition
Entering from
LastNameCheckCondition, LastName,
Condition
Action
If Other Last Name = null
Go to: OtherLastName_Necessary
If Other Last Name else
Report V Transaction per module note, Go to: SpeechFlagCheck
Module Notes
V-TPPW-ALN_1-(duration), T-KBPW-0000-(duration)
Other Last Name Necessary
DialogModule™
Yes/No
Entering from
OtherLastNameCheckCondition,
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Prompts
Type
MSG #
Initial
8005
REQ. ID TPPW-OLNN-1090Prompt-LC-1
Some people have another last name - for example, a professional or
maiden name - that might be listed under their social security number.
Do you have another last name? Please say Yes or No.
8100
REQ. ID TPPW-OLNN-1090Prompt-LC-2
Sorry I didn’t hear you.
8121
REQ. ID TPPW-OLNN-1090Prompt-LC-3
Would you like me to also check under another last name? Please say
YES or NO.
8101
REQ. ID TPPW-OLNN-1090Prompt-LC-4
I didn’t hear you that time either.
8122
REQ. ID TPPW-OLNN-1090Prompt-LC-5
Please say YES or press 1 if you think you might be listed under
another last name. Otherwise, say NO or press 2.
Timeout 1
Wording
Timeout 2
Max timeouts
REQ. ID TPPW-OLNN1090-Prompt-LC-6
Play Message 8119: “We’ll try with just your first and last name.”
Go To: Speech Flag Check
8102
REQ. ID TPPW-OLNN-1090Prompt-LC-7
Sorry I didn’t understand.
8121
REQ. ID TPPW-OLNN-1090Prompt-LC-8
Would you like me to also check under another last name? Please say
YES or NO.
8103
REQ. ID TPPW-OLNN-1090Prompt-LC-9
I didn’t understand that time either.
8126
REQ. ID TPPW-OLNN-1090Prompt-LC-10
“If you think you might be listed under another last name, press one.
Otherwise, press two.”
Retry 1
Retry 2
Max Retries
REQ. ID TPPW-OLNN1090-Prompt-LC-11
Help
8123
Play Message 8119: “We’ll try with just your first and last name.”
Go To: Speech Flag Check
REQ. ID TPPW-OLNN-1090Prompt-LC-12
I need to know if you might be listed under an alternate last name. For
example you may also have a professional name, or a maiden name,
or one from a previous marriage. Would you like me to include another
last name with this request? YES or NO.
Option
Synonym(s)
DTMF
Action
Confirm.
Yes
“Yes [please]”
1
Go To: Other Last Name
If necessary
2
Go To: Speech Flag Check
If necessary
“[Yes] I do”
“[Yes] I would”
“Yeah”
No
“No [thanks]”
“[No] I don't”
“[No] I do not”
“[No] I wouldn't”
“[No] I would not”
Confirmation Prompts- The user is navigated to the Confirmation process only if the software receives a
medium confidence level. If the confidence is low, the input is invalid. If the confidence is high, than the caller
will proceed forward.
Option
MSG #
Wording
Yes
8124
REQ. ID TPPW-OLNN-1090-Prompt-LC13
yes
“I think you said < yes > , is that correct?”
No
8125
REQ. ID TPPW-OLNN-1090-Prompt-LC14
no
I think you said < no > , is that correct?”
User Interface Specification, March 17, 2009
Result
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102
REQ. ID TPPW – OLNN-1090-Prompt-LC15
“Sorry I
couldn’t tell
if you said
yes or no.”
Retry Confirmation
100
REQ. ID TPPW - OLNN-1090-Prompt-LC16
“Sorry I
didn’t hear
you.”
Retry Confirmation
st
1 Invalid
Confirmation
st
1 Timeout
Confirmation
Add 1 to
Retry
Counter and
Go to: Next
Retry
nd
2
Invalid/Timeout
Confirmation
Commands
See default settings
Module Settings
If Speech Flag = 1 Set Abandon Flag = 0024
If Speech Flag = 2 Set Abandon Flag = 0033
Other Last Name
DialogModule™
Custom Context Grammar
Entering from
Other Last Name Necessary
Prompts
Type
MSG #
Wording
Initial
8601
REQ. ID TPPW-OLN-1100Prompt-LC-1
“Say your OTHER LAST name and then spell it for me. [Pause] For
example, if you last name was Jones you’d say ‘Jones, J O N E S.’”
Timeout 1
8602
REQ. ID TPPW-OLN-1100Prompt-LC-2
”Sorry, please give me your other last name with the spelling, or for
more information, just say “help.””
Timeout 2
8603
REQ. ID TPPW-OLN-1100Prompt-LC-3
”I still didn’t hear you. Please give me your other last name and spell
it.”
Retry 1
8605
REQ. ID TPPW-OLN-1100Prompt-LC-4
”Sorry, just spell your other last name for me.”
Retry 2
8607
REQ. ID TPPW-OLN-1100Prompt-LC-5
”Sorry, I didn't catch that. Go ahead and spell your other last name for
me.”
Max timeouts
REQ. ID TPPW-OLN-1100-Prompt-LC-6
Message 8119: “We’ll try with just your first and last
name.”
Go To: Speech Flag Check
Respell 1
8610
REQ. ID TPPW-OLN-1100Prompt-LC-7
”Please spell your other last name for me again. [Pause] For example,
I’ll understand you better if you just say, “s,” instead of, “s as in Sam.”
Go ahead.”
Respell 2
8612
REQ. ID TPPW-OLN-1100Prompt-LC-8
”Sorry I didn’t catch that. Go ahead and spell your other last name for
me.”
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Respell 3
(conditional
may not
always play
depending
on the
number of
retries/confir
mations
played)
8613
REQ. ID TPPW-OLN-1100Prompt-LC-9
”Sorry I still didn’t understand. Please spell your other last name one
more time. [Pause] If your other last name was Jones, you’d say, “J O
N E S.” Go ahead.”
Spell Help
8614
REQ. ID TPPW-OLN-1100Prompt-LC-10
”I need you to spell your other last name. For example, if your other
last name was Jones, you’d say “J O N E S.” Go ahead.”
Max Retries
REQ. ID TPPW - OLN-1100-Prompt-LC-15
Message 8119: “We’ll try with just your first and last
name.”
Go To: Speech Flag Check
REQ. ID TPPW-OLN-1100Prompt-LC-11
Say Help
8604
Option
Synonym(s)
Other Last
Name
DTMF
<...>
”I need you to say your other last name and then spell it for me. For
example, if your other last name was Jones, you’d say, “Jones, J O N
E S.””
Action
Confirm.
Go To: Speech Flag Check
ALWAYS
Confirmation Prompts
Option
Other Last
Name
MSG #
NA
st
1 Invalid
Confirmation
8514
st
1 Timeout
Confirmation
8514
nd
2 Invalid
Confirmation
8527
nd
2 Timeout
Confirmation
8515
Wording
Result
REQ. ID TPPW-OLN-1100Prompt-LC-12
OTHER LAST NAME
“Let me read that back.
Last Name < Other Last
Name > spelled < Other
Last Name Spelling >,
did I get that right?”
REQ. ID TPPW – OLN-1100Prompt-LC-13
”Sorry, I didn’t catch
that. Please say “yes,”
or “no,”.”
Retry Confirmation
REQ. ID TPPW - OLN-1100Prompt-LC-14
”Sorry, I didn’t catch
that. Please say “yes,”
or “no,”.”
Retry Confirmation
REQ. ID TPPW - OLN-1100Prompt-LC-16
“Sorry, I didn’t hear
you. I need to know if
I got your name right.
If ‘yes’ press one,
otherwise press two.”
REQ. ID TPPW - OLN-1100Prompt-LC-17
”Sorry, I didn’t hear
you. I need to know if
I got your name right.
Please say “yes”
Action
If Yes Go to: Speech
Flag Check
If No Go to: Respell 1
If Yes Go to: Speech
Flag Check
If No Go to: Respell 1
If Yes Go to: Speech
Flag Check
If No Go to: Respell 1
Formatted: Font: 8 pt, Highlight
Retry Confirmation
If Yes Go to: Speech
Flag Check
If No Respell 1
Retry Confirmation
If Yes Go to: Speech
Flag Check
If No Respell 1
or “no”.”
rd
3
Invalid/Timeout
Confirmation
8119
REQ. ID TPPW - OLN-1100Prompt-LC-18
User Interface Specification, March 17, 2009
“We’ll try with just your
first and last name.”
Deleted: 15
Deleted: Sorry, I didn’t hear you. I
need to know if I got your name right.
Please say “yes”¶
or “no”.”
Formatted: Font: 8 pt
Formatted: Font: 8 pt
Play Message 8119:
“We’ll try with just your
first and last name.”
Go To: Speech Flag
Check
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Commands
See default settings
Module Settings
Use Spelling Fallback
If Speech Flag = 1 Set Abandon Flag = 0025
If Speech Flag = 2 Set Abandon Flag = 0034
Set Confidential Flag to TRUE.
Speech Flag Check
Branch on Condition
Entering from
Other Last Name , OtherLastName_Necessary, OtherLastNameCheckCondition
Condition
Action
If Speech Flag = 1
Go to: PRC REQUEST VERIFY CHECK
If Speech Flag = 2
Go to: PASSWORD REGISTRATION VERIFY CHECK
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Chapter 6:
6.1
Recording Lists
Application Recording List
Message 8001
“Now we are going to collect your full name using voice recognition. First, say your
FIRST name.”
Message 8003
“Please say your last name. For example, if your last name was Kusack, you’d say
Kusack. Go ahead.”
Message 8004
“Please say your OTHER LAST name. [Short Pause] For example if it was Jones, you’d
say “Jones”. Go ahead.”
Message 8005
“Some people have another last name - for example, a professional or maiden name - that
might be listed under their social security number. Do you have another last name?
Please say Yes or No.”
Message 8100
“Sorry I didn’t hear you.”
Message 8101
“I didn’t hear you that time either.”
Message 8102
“Sorry I didn’t understand.”
Message 8103
“I didn’t understand that time either.”
Message 8104
“…you said none…”
Message 8110
“Please give me your first name.”
Message 8113
“Please give me your last name.”
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Message 8114
“Please say your OTHER last name.”
Message 8115
“I need you to say your other last name for me. For example, if the last name was
O’Neal, you’d say “O’Neal”.”
Message 8116
“I need you to say your first name for me. For example if your first name was Nick,
you’d say “Nick”.”
Message 8117
“I think you said…”
Message 8118
“…is that correct?”
Message 8119
“We’ll try with just your first and last name.”
Message 8120
“I need you to say your last name for me. For example, if the last name was O’Neal,
you’d say “O’Neal”.”
Message 8121
“Would you like me to also check under another last name? Please say YES or NO.”
Message 8122
Please say YES or press 1 if you think you might be listed under another last name.
Otherwise, say NO or press 2.
Message 8123
“I need to know if you might be listed under an alternate last name. For example you may
also have a professional name, or a maiden name, or one from a previous marriage.
Would you like me to include another last name with this request? YES or NO.”
Message 8124
“…yes…”
Message 8125
“…no…”
Message 8126
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“If you think you might be listed under another last name, press one. Otherwise, press
two.” ***Change 09/03/08***
Message 8301
***chg 7/11/07***
“Say your FIRST name and then spell it for me. [Pause] For example, if your first name
was Robin, you’d say “Robin, R O B I N.”
Message 8302
”Sorry, please give me your first name with the spelling, or for more information,
just say “help.””
Message 8303
”I still didn’t hear you. Please give me your first name and spell it.”
Message 8304
”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.””
Message 8305
”Sorry, just spell your first name for me.”
Message 8306
”I still didn’t hear you. Please go ahead spell your first name for me, or for more
information, say, “help.””
Message 8307
”Sorry I didn’t catch that. Go ahead and spell your first name for me.”
Message 8308
”Sorry I still didn’t understand. Please spell your first name one more time. [Pause] For
example, if your name was Nick, you’d say, “N I C K.””
Message 8309
”I need you to spell your first name. For example, if your first name was Nick, you’d say,
“N I C K.””
Message 8310
”Please spell your first name for me again. [Pause] I’ll understand you better if you just
say, “s,” instead of, “s as in Sam.” Go ahead.”
Message 8311
”Sorry, I didn’t catch that. Go ahead and spell your first name for me.”
Message 8312
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”Sorry, I still didn’t understand. Please spell your first name one more time. [Pause] If
your first name was Nick, you’d say “N I C K.” Go ahead.”
Message 8313
”Sorry, I still didn’t understand. Please spell your first name one more time. [Pause] If
your first name was Nick, you’d say “N I C K.” Go ahead.”
Message 8314
”I need to take down the spelling of your first name. For example, if your first name was
Nick, you’d say “N I C K.” Go ahead.”
Message 8401
***chg 7/11/07***
“Say your LAST name and then spell it for me. [Pause] For example, if you last name
was Kusack you’d say ‘Kusack, K U S A C K.’”
Message 8402
”Sorry, please give me your last name with the spelling, or for more information, just say
“help.””
Message 8403
”I still didn’t hear you. Please give me your last name and spell it.”
Message 8404
”I need you to say your last name and then spell it for me. For example, if your last name
was O’Neal, you’d say, “O’Neal, O N E A L.””
Message 8405
”Sorry, just spell your last name for me.”
Message 8406
”I still didn’t hear you. Please go ahead and spell your last name for me, or for more
information, say, “help.””
Message 8407
”Sorry, I didn't catch that. Go ahead and spell your last name for me.”
Message 8408
”Sorry, I still didn’t understand. Please spell your last name for me one more time.
[Pause] For example, if your name was O’Neal, you’d say “O N E A L.””
Message 8409
”I need you to spell your last name. For example, if your last name was O’Neal, you’d
say “O N E A L.””
Message 8410
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”Please spell your last name for me again. [Pause] For example, I’ll understand you better
if you just say, “s,” instead of, “s as in Sam.” Go ahead.”
Message 8411
”Sorry, I still didn’t hear you. Please go ahead and spell your last name for me.[Pause]
For more information, just say, “help.””
Message 8412
”Sorry I didn’t catch that. Go ahead and spell your last name for me.”
Message 8413
”Sorry I still didn’t understand. Please spell your last name one more time. [Pause] If
your last name was O’Neal, you’d say, “O N E A L.” Go ahead.”
Message 8414
”I need you to spell your last name. For example, if your last name was O’Neal, you’d
say, “O N E A L.” Go ahead.”
Message 8501
”Sorry about that.”
Message 8502
”Let me check that:”
Message 8503
”Is that correct ?”
Message 8504
”Last name”
Message 8505
”Spelled…”
Message 8506
”Last name spelled…”
Message 8507
”First name”
Message 8508
”First name spelled…”
Message 8509
”Sorry, just spell your first name for me.”
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Message 8510
”Please spell your first name.”
Message 8511
”Sorry, please spell that again for me.”
Message 8512
”Sorry I’m having so much trouble.”
Message 8513
”Let me read that back:”
Message 8514
”Sorry, I didn’t catch that. Please say “yes” or “no”.”
Message 8515
”Sorry, I didn’t hear you. I need to know if I got your name right. Please say “yes” or
“no”.”
Message 8516
”Sorry, I still didn’t hear you. Did I get your name right? Say “yes” or “no”.”
Message 8517
”Sorry I’m having so much trouble. I need you to tell me if I got your name right. If I got
it right, say “yes.” Otherwise say “no,” and we’ll try again.”
Message 8518
”Sorry, I still didn’t understand. Please say “yes,” or “no,” or for more information, say
“help.””
Message 8519
”Sorry, I still didn’t understand. Please say “yes,” or “no,” or say “repeat the name,””
Message 8520
”I need you to tell me if I got your name right. If I got it right, say “yes.” Otherwise say
“no,” and we’ll try again.”
Message 8521
"My mistake."
Message 8522
"Sorry, my mistake again."
Message 8524
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“OK”
Message 8525
“Got it”
Message 8526
“Thanks for your patience.”
Message 8527
“Sorry, I didn’t hear you. I need to know if I got your name right. If ‘yes’ press one,
otherwise press two.” ***chg 09/03/08***
Message 8601
***chg 7/11/07***
“Say your OTHER LAST name and then spell it for me. [Pause] For example, if you
last name was Jones you’d say ‘Jones, J O N E S.’”
Message 8602
”Sorry, please give me your other last name with the spelling, or for more information,
just say “help.””
Message 8603
”I still didn’t hear you. Please give me your other last name and spell it.”
Message 8604
”I need you to say your other last name and then spell it for me. For example, if your
other last name was Jones, you’d say, “Jones, J O N E S.””
Message 8605
”Sorry, just spell your other last name for me.”
Message 8606
”I still didn’t hear you. Please go ahead and spell your other last name for me, or for more
information, say, “help.””
Message 8607
”Sorry, I didn't catch that. Go ahead and spell your other last name for me.”
Message 8608
”Sorry, I still didn’t understand. Please spell your other last name for me one more time.
[Pause] For example, if your other last name was Jones, you’d say “J O N E S.””
Message 8609
”I need you to spell your other last name. For example, if your other last name was Jones,
you’d say “J O N E S.””
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Message 8610
”Please spell your other last name for me again. [Pause] For example, I’ll understand you
better if you just say, “s,” instead of, “s as in Sam.” Go ahead.”
Message 8611
”Sorry, I still didn’t hear you. Please go ahead and spell your other last name for
me.[Pause] For more information, just say, “help.””
Message 8612
”Sorry I didn’t catch that. Go ahead and spell your other last name for me.”
Message 8613
”Sorry I still didn’t understand. Please spell your other last name one more time. [Pause]
If your other last name was Jones, you’d say, “J O N E S.” Go ahead.”
Message 8614
”I need you to spell your other last name. For example, if your other last name was Jones,
you’d say, “J O N E S.” Go ahead.”
Message 9407
***chg 6/15/07***
"Ok, I’ll be asking you up to three questions and you can SPEAK your answers. Just be
sure to speak clearly and loud enough for me to hear over the phone."
User Interface Specification, March 17, 2009
31 of 31
Verizon Business Confidential & Proprietary.
This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise
provided to third parties without the consent of Verizon Business.
| File Type | application/pdf |
| Author | jbarry |
| File Modified | 2009-03-17 |
| File Created | 2009-03-17 |