Request for Internet Services-Authentication; Automated Telephone Speech Technology-Authentication (Telephone)
Request for Internet Services-Authentication; Automated Telephone Speech Technology-Authentication
SSA_ATT_Care2020_N8NN
Request for Internet Services-Authentication; Automated Telephone Speech Technology-Authentication (Telephone)
OMB: 0960-0596
User
Interface Specification
Version Number 4.9/ December 5, 2011
Social Security Administration
SSA_ATT_Care2020_N8NN
Revision History
Date |
Version |
Description |
Author(s) |
05/09/2011 |
1.0 |
Full Detailed Design – initial version |
T. Sheeder, B. Mittelstedter, R. Ishihara |
05/12/2011 |
1.1 |
Full
Detailed Design – revised |
T. Sheeder |
05/13/2011 |
1.2 |
Full
Detailed Design – revised |
T. Sheeder |
05/13/2011 |
1.3 |
Full
Detailed Design – revised |
T. Sheeder |
05/23/2011 |
1.4 |
Full
Detailed Design – FINAL |
T. Sheeder, B. Mittelstedter |
06/06/2011 |
1.5 |
Full
Detailed Design – FINAL (changes highlighted YELLOW) |
T. Sheeder |
06/07/2011 |
1.6 |
Full
Detailed Design – FINAL (changes highlighted YELLOW) |
B. Mittelstedter |
06/10/2011 |
1.7 |
Full
Detailed Design – FINAL (changes highlighted GREEN) |
T. Sheeder |
06/14/2011 |
1.8 |
Full
Detailed Design – FINAL (changes highlighted GREEN) |
B. Mittelstedter |
06/16/2011 |
1.9 |
Full
Detailed Design – FINAL (changes highlighted GREEN) |
B. Mittelstedter |
06/21/2011 |
2.0 |
Full
Detailed Design – FINAL (changes highlighted TURQUOISE) |
T. Sheeder |
06/22/2011 |
2.1 |
Full
Detailed Design – FINAL |
B. Mittelstedter |
06/24/2011 |
2.2 |
Full
Detailed Design – FINAL (changes highlighted TURQUOISE) |
T. Sheeder |
06/27/2011 |
2.3 |
Full
Detailed Design – FINAL (changes highlighted TURQUOISE) |
T. Sheeder |
06/28/2011 |
2.4 |
Full
Detailed Design – FINAL (changes highlighted TURQUOISE) |
T. Sheeder |
06/28/2011 |
2.5 |
Full
Detailed Design – FINAL (changes highlighted TURQUOISE) |
T. Sheeder |
06/29/2011 |
2.6 |
Full
Detailed Design – FINAL (changes highlighted TURQUOISE) |
T. Sheeder |
06/30/2011 |
2.7 |
Full
Detailed Design – FINAL (changes highlighted TURQUOISE) |
T. Sheeder |
07/06/2011 |
2.8 |
Full
Detailed Design – FINAL (changes highlighted TURQUOISE) |
B. Mittelstedter |
07/11/2011 |
2.9 |
Full
Detailed Design – FINAL (changes highlighted TURQUOISE) |
B. Mittelstedter |
07/14/2011 |
3.0 |
Full
Detailed Design – FINAL (changes highlighted PINK): |
B. Mittelstedter |
07/20/2011 |
3.1 |
Full
Detailed Design – FINAL (changes highlighted PINK): |
B. Mittelstedter |
07/22/2011 |
3.2 |
Full
Detailed Design – FINAL (changes highlighted PINK): |
B. Mittelstedter |
07/26/2011 |
3.3 |
Full
Detailed Design – FINAL (changes highlighted PINK): |
B. Mittelstedter |
08/02/2011 |
3.4 |
Full
Detailed Design – FINAL (changes highlighted PINK): |
B. Mittelstedter |
08/04/2011 |
3.5 |
Full
Detailed Design – FINAL: |
B. Mittelstedter |
08/10/2011 |
3.6 |
Full
Detailed Design – FINAL (changes highlighted PINK): |
B. Mittelstedter |
08/15/2011 |
3.7 |
Full
Detailed Design – FINAL (changes highlighted PINK): |
B. Mittelstedter |
08/22/2011 |
3.8 |
Full
Detailed Design – FINAL (changes highlighted PINK): |
B. Mittelstedter |
08/25/2011 |
3.9 |
Full
Detailed Design – FINAL (changes highlighted PINK): |
B. Mittelstedter |
09/06/2011 |
4.0 |
Full
Detailed Design – FINAL (changes highlighted PINK): |
Brook Mittelstedter |
09/23/2011 |
4.1 |
Full
Detailed Design – FINAL (changes highlighted PINK): |
B. Mittelstedter |
10/18/2011 |
4.2 |
Full
Detailed Design – FINAL (changes highlighted PINK): |
Brook Mittelstedter |
10/27/2011 |
4.3 |
NLU
updates made after tagging (changes highlighted in ORANGE): |
Brook Mittelstedter |
10/28/2011 |
4.4 |
NLU
updates made after tagging (changes highlighted in ORANGE): |
Brook Mittelstedter |
10/31/2011 |
4.5 |
Updated
made per executive review changes highlighted in YELLOW): |
Brook Mittelstedter |
11/04/2011 |
4.6 |
Cola
and tax messages are dynamic and come from RAU Updated made per
executive review changes highlighted in YELLOW): |
Brook Mittelstedter |
11/15/2011 |
4.7 |
Changes
made for NLU build out highlighted in YELLOW: |
Brook Mittelstedter |
11/30/2011 |
4.8 |
Changes
made pursuant to NLU build out (highlighted in a sort of SAGE
GREEN): > corrected label for ‘1099_benefits_statement’ (changed upper to lower case) on the actions tab > corrected reco option ‘claims_status_general’ (changed ‘claim_...’ to ‘claims_...’) on the confirmation tab > corrected reco option ‘claims_status_new’ (changed ‘status_...’ to ‘claims_...’) on the confirmation tab > corrected reco option ‘transfer_check_replacement’ (changed ‘…_replacment’ to ‘…_replacement’) on the grammar tab > added ‘spanish’ option on the actions tab
|
T. Sheeder |
12/05/2011 |
4.9 |
Changes
per CRs (highlighted in a sort of TEAL): > CR5033: mm0410_AskRepeatTaxes_DM - revised summary (changed from COLA to taxes); changed 'go to' for repeat command (from 0302 to 0405) > CR5034: added 'go to' states for yes and no options (missing) > CR5037: removed (unshared) 'event.conf.noinput' from global Recovery Behavior > CR5040: added'repeat' option to Actions table (previously missing); removed (disabled) repeat command (global in conflict with state grammar) > CR5022: mm2050_FutureBenefitsBudgetaryMsg_PP - revised prompt text ('this' for 'the') to match recorded prompt > CR5043: mm1220_InternetInformation_DM - corrected 'noinput2' behavior (mislabled 'nomatch2') and changed prompt name (from 'mm1220_nm2_03' to 'mm1220_ni2_01') > CR5049: mm1940_LatePaymentExit_DM - added prompts (global repeat prompt) to local repeat behavior > CR5025: changed max disconfirmation limit from 2 (global behavior) to 1 |
T. Sheeder |
Table of Contents
Revision History 2
Table of Contents 15
Chapter 1: Global Behavior 22
1.1 Recovery Behavior 22
1.2 Global Commands 22
1.3 Global Confirmation 22
1.4 Global Config Parameters 23
Chapter 2: Detailed Dialog Specification 25
2.1 main Dialog 25
mm0050_EntryRouting_DS 25
mm0100_WelcomeMsg_PP 25
mm0110_LanguageSelection_DM 26
mm0120_RecordingMsg_DM 26
mm0122_AfterHoursCheck_DS 27
mm0124_OfficeClosedMsg_PP 28
mm0125_ABRStatus_DS 28
mm0130_GetVariablesAnn_DB 28
mm0140_EmergencyMsg_PP 29
mm0150_SpanishApp_EC 30
mm0160_WebsiteInfo_PP 30
mm0200_SFToggle_DS 31
mm0210_SFMainMenu_DM 31
mm0300_GetCOLABroadcast_DB 43
mm0302_COLAMsg_PP 44
mm0303_AskRepeatCola_DM 44
mm0305_ChangeOfAddressKBA_DS 45
mm0310_ChangeOfAddress_SD 46
mm0320_FieldOfficeLocator_SD 46
mm0325_DirectDepositKBA_DS 47
mm0330_DirectDeposit_SD 47
mm0400_GetTaxesBroadcast_DB 48
mm0405_TaxesMsg_PP 48
mm0410_AskRepeatTaxes_DM 49
mm0420_AddressVerifyMsg_DM 50
mm0430_AddressDisambig_DM 52
mm0440_DisabilityDisambig_DM 53
mm0450_EmploymentDisambig_DM 55
mm0460_SSNVerification_DM 56
mm0470_ReplacementDisambig_DM 57
mm0500_BEVEKBA_DS 59
mm0505_BEVE_SD 59
mm0515_ApplicationStatusKBA_DS 60
mm0520_ApplicationStatus_SD 60
mm0525_BenefitsStatementKBA_DS 61
mm0530_BenefitsStatement_SD 61
mm0540_BestTimeMsg_PP 62
mm0545_TranscriptionKBA_DS 62
mm0550_Transcription_SD 63
mm0560_MRCKBA_DS 63
mm0565_MRC_SD 63
mm0600_BackoffMainMenu_DM 64
mm0610_BackoffOtherOptionsMenu_DM 67
mm0700_Benefits_DM 69
mm0800_BenefitsApplicationMenu_DM 71
mm0810_ApplicationStatusQuestion_DM 73
mm0900_BenefitsMoreOptions_DM 74
mm0910_UpdatePersonalInfo_DM 77
mm1100_SocialSecurityCardsMenu_DM 79
mm1105_MedicareCardsMenu_DM 80
mm1110_UpdatePersonalInfo_DM 82
mm1210_InternetAddress_DM 84
mm1220_InternetInformation_DM 85
mm1300_WhichCard_DM 86
mm1310_BothCardsMsg_PP 88
mm1400_SSReplacementMsg_PP 89
mm1410_SSNewMsg_PP 89
mm1420_SSUpdateMsg_PP 90
mm1430_SocialSecurityCardMenu_DM 90
mm1500_CitizenshipQuestion_DM 92
mm1510_CitizenDocumentsMsgPart1_DM 94
mm1512_CitizenDocumentsMsgPart2_DM 96
mm1515_NonCitizenDocumentsMsgPart1_DM 97
mm1517_NonCitizenDocumentsMsgPart2_DM 99
mm1519_NonCitizenDocumentsMsgPart3_DM 101
mm1520_GetForm_DM 102
mm1530_WebsiteInstructions_DM 105
mm1600_SubmitForm_DM 106
mm1700_MedicareApplyMenu_DM 107
mm1710_ReplacementCardQuestion_DM 108
mm1720_MedicareEnrollMsg_DM 109
mm1730_MedicareDrugQuestion_DM 111
mm1740_MedicareSusidyMsg_DM 112
mm1750_AskPartD_DM 113
mm1760_HelpWithDrugCosts_DM 114
mm1770_OrderDrugFormQuestion_DM 116
mm1800_SSIMenu_DM 117
mm1810_CitizenshipMsg_DM 119
mm1900_ReceivingBenefits_DM 120
mm1905_Checks_DM 121
mm1907_LatePaymentQuestion_DM 124
mm1910_LatePaymentMenu_DM 125
mm1920_DepositMsg_PP 127
mm1930_MailMsg_PP 128
mm1940_LatePaymentExit_DM 128
mm2000_ReceivingBenefits_DM 129
mm2010_BenefitsEarnings_DM 131
mm2030_OtherQuestions_DM 132
mm2040_FutureBenefits_DM 133
mm2050_FutureBenefitsBudgetaryMsg_PP 135
mm2100_RepPayeeMenu_DM 136
mm2110_ProgramMsg_DM 138
mm2120_ChangeMsg_DM 140
mm2200_BecomePayee_DM 142
mm2210_PayeeMisuse_DM 144
mm2300_FormsGeneral_DM 147
mm2400_EarningsMenu_DM 148
mm3000_ABRStatus_DS 150
mm3002_PingHost_DB 151
mm3005_KBAuthentication_SD 152
mm3020_ProcessTransfer_DS 152
mm3030_CallTransfer_CX 153
2.2 AddressOSDM Dialog 154
ad0100_BranchCollectedZipSet_DS 154
ad0050_EntryPrompt_DM 154
ad0110_zipcode_DM 155
ad0120_ZipLookup_DB 156
ad0130_ZipLookupErrorPrompt_PP 156
ad0140_FullAddress_DM 157
ad0150_SecondaryAddress_DM 159
ad0160_BranchConfirmOrNot_DS 161
ad0200_ConfirmFull_DM 161
ad0210_BranchExceedMaxCorrections_DS 164
ad0220_CheckPreviousConfirmations_DS 164
ad0230_ExitFailurePrompts_PP 164
ad0240_ExitSuccessPrompts_PP 165
ad0250_BranchRecordOrNot_DS 165
ad0260_Recording_DM 165
2.3 BenefitsVerification Dialog 167
bv0100_PingHost_DB 167
bv0130_KBAuthentication_SD 167
bv0210_BEVESuccess_PP 168
bv0220_TransactionEnd_PP 168
2.4 ChangeOfAddress Dialog 170
ca0100_PingHost_DB 170
ca0200_IntroMsg_PP 170
ca0220_ReceivingBenefits_DM 171
ca0230_NotEligible_DM 172
ca0240_NotEligibleDetails_DM 173
ca0260_CallingAboutSelf_DM 175
ca0300_KBAuthentication_SD 176
ca0310_TypeOfChange_DM 177
ca0320_SetAddressParameters_DS 178
ca0330_AddressOSDM_SD 179
ca0400_RemoveOrChangePhone_DM 180
ca0410_TypeOfPhone_DM 181
ca0420_CollectPhoneNumber_DM 182
ca0430_COAEffectiveASAP_DM 184
ca0435_EffectiveDate_DM 185
ca0440_SendAddressPhone_DB 186
2.5 ClaimStatusRequests Dialog 189
cs0100_PingHost_DB 189
cs0110_KBAuthentication_SD 189
cs0120_ConfirmationNumber_DM 190
cs0200_ClaimsRetrieval_DB 192
cs0210_WhichClaim_DM 194
cs0220_ClaimStatusMsg_PP 196
cs0230_RepeatStatus_DM 200
cs0240_OneClaimEnd_DM 201
cs0250_MultiClaimEnd_DM 202
cs0260_NoStatusEnd_DM 204
cs0270_MultiLastClaimEnd_DM 206
2.6 DirectDeposit Dialog 209
dd0100_PingHost_DB 209
dd0200_IntroMsg_PP 209
dd0220_ReceivingBenefits_DM 210
dd0230_NotEligible_PP 211
dd0260_CallingAboutSelf_DM 211
dd0300_KBAuthentication_SD 213
dd0400_DDEffectiveASAP_DM 213
dd0410_EffectiveMonth_DM 214
dd0430_AccountType_DM 218
dd0440_CollectRoutingNumber_DM 220
dd0450_CollectAccountNumber_DM 222
dd0460_SendDirectDepositInfo_DB 224
2.7 FieldOfficeLocator Dialog 226
fl0100_GetZipCode_DM 226
fl0102_EvaluateZipCode_DB 227
fl0105_CardCenterNeededQuestion_DM 228
fl0115_PhysicalZipCode_DM 229
fl0120_OfficeLocationInfo_DM 230
fl0125_CardCenterInfo_DM 234
fl0135_FindFOFromZip_DB 239
fl0140_ZipFailedFirstTimeMsg_PP 240
fl0150_NoFOMsg_PP 241
2.8 KnowledgeBasedAuthentication Dialog 242
ka0100_ElementsCheck_DB 242
ka0105__AttestFlagCheck_DS 243
ka0110_AttestCheck_DS 244
ka0200_PreAttestationMsg_PP 244
ka0210_AttestationQuestion_DM 245
ka0220_OMBNumber_PP 247
ka0225_WhichActDetails_DM 247
ka0230_PrivacyActDetails_DM 249
ka0240_PaperworkActDetails_DM 251
ka0250_PrivacyEndMenu_DM 252
ka0260_PaperworkEndMenu_DM 253
ka0270_PerjuryMessage_DM 254
ka0300_SSNNull_DS 256
ka0310_GetSSN_DM 256
ka0320_NameNull_DS 258
ka0325_TNRSLocation_DS 258
ka0330_SetCallerNameParameters_DS 258
ka0340_GetCallerName_SD 259
ka0350_TNRS_DB 260
ka0352_CollectFullName_DS 261
ka0355_TNRSGetName_DM 261
ka0360_SetCallerNameRetryParameters_DS 263
ka0370_GetCallerNameRetry_SD 264
ka0400_AltNameNull_DS 264
ka0410_AltNameQuestion_DM 265
ka0420_SetAlternativeNameParameters_DS 266
ka0430_GetAlternativeName_SD 267
ka0500_DOBNull_DS 267
ka0510_GetDOB_DM 268
ka0600_MaidenNameNull_DS 269
ka0610_SetMaidenNameParameters_DS 270
ka0620_GetMaidenName_SD 270
ka0700_POBNull_DS 271
ka0710_GetPlaceOfBirth_DM 271
ka0800_LastPaymentNull_DS 277
ka0810_GetLastPaymentAmount_DM 278
ka0820_CantProceedMsg_PP 279
ka0830_ScreenPopSplashReturn_PP 280
ka0900_CheckingInfoMsg_PP 281
ka0905_ScreenSplashKB_DB 281
ka0910_QueryKB_DB 282
ka0920_SuccessMsg_PP 284
ka0930_FailureMsg_PP 285
ka0940_AccountBlockedMsg_PP 285
2.9 MedicareReplacementCard Dialog 287
mr0100_PingHost_DB 287
mr0130_KBAuthentication_SD 287
mr0210_MRCSuccess_PP 288
mr0220_TransactionEnd_PP 288
2.10 NameOSDM Dialog 290
na0110_PlayEntryPrompt_PP 290
na0120_SayAndSpellFirst_DM 290
na0130_SayAndSpellLast_DM 292
na0140_SpellFirst_DM 294
na0150_SpellLast_DM 296
na0200_ConfirmName_DM 298
na0210_ExitSuccessPrompts_PP 300
na0220_ConfirmationApology_PP 301
2.11 ReplacementBenefitStatement Dialog 302
rb0110_CurrentYearQuestion_DM 302
rb0130_1099JanuaryEnd_DM 303
rb0200_PingHost_DB 305
rb0300_KBAuthentication_SD 305
rb0310_FormForSelf_DM 306
rb0320_PersonLiving_DM 307
rb0330_DeceasedSocial_DM 308
rb0400_SendStatement_DB 310
rb0410_SuccessMsg_PP 311
rb0420_NoRelationshipEnd_DM 312
rb0440_BenefitsStatementEndMenu_DM 313
2.12 Transcription Dialog 315
tr0105_PlayTransIntro_PP 315
tr0110_ReverseANILookup_DB 315
tr0120_ConfirmAddress_DM 316
tr0130_SetAddressParameters_DS 318
tr0140_AddressOSDM_SD 318
tr0200_AskHowManyForms_DM 319
tr0210_SubmitRequest_DB 321
tr0220_SuccessMsg_PP 321
tr0240_FailureMsg_PP 322
tr0310_UnderstandingSS_DM 323
tr0320_RetirementBenefits_DM 324
tr0330_DisabilityBenefits_DM 326
tr0340_SurvivorBenefits_DM 328
tr0410_WorkAffectsBenefits_DM 329
tr0420_DisabledChildrenBenefits_DM 331
tr0430_WomanSS_DM 333
tr0540_MoreChoices_DM 334
tr0545_PamphletCheck_DS 336
tr0550_ConcludeChoices_PP 337
Appendix A: Variable Table 339
Variables 339
Recognition Variables 349
Appendix B: Grammar Mapping Table 356
main 356
AddressOSDM 358
BenefitsVerification 359
ChangeOfAddress 359
ClaimStatusRequests 359
DirectDeposit 359
FieldOfficeLocator 360
KnowledgeBasedAuthentication 360
MedicareReplacementCard 360
NameOSDM 361
ReplacementBenefitStatement 361
Transcription 361
Chapter 1: Global Behavior
1.1 Recovery Behavior
Recovery Behavior |
|||
Type |
Condition |
Action |
Transition |
nomatch 1 |
Always |
-- |
-- |
nomatch 2 |
Always |
-- |
-- |
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
noinput 1 |
Always |
-- |
-- |
noinput 2 |
Always |
-- |
-- |
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
event.conf.noinput 1 |
-- |
-- |
goto : mm3000_ABRStatus_DS |
event.conf.nomatch 1 |
-- |
-- |
goto : mm3000_ABRStatus_DS |
event.nomatch 1 |
-- |
-- |
goto : mm3000_ABRStatus_DS |
1.2 Global Commands
Grammar |
||||||
Sample Expressions |
DTMF |
Command |
Confirm |
|||
start over, main menu |
* |
StartOver |
If Necessary |
|||
agent, operator, representative |
0 |
operator |
Always |
|||
repeat that, repeat |
9 |
repeat |
Never |
|||
Actions |
||||||
Command |
Condition |
Action |
Transition |
|||
repeat |
-- |
Prompt : [gl_repeat_01] Sure. |
Re-Recognition : Reprompt |
|||
operator |
-- |
Confirm : |
goto : mm3000_ABRStatus_DS |
|||
StartOver |
-- |
Prompt : [gl_StartOver_01] All right. Main Menu. |
goto : mm0200_SFToggle_DS |
|||
Command Confirmations |
||||||
Command |
Condition |
Name |
Wording |
|||
StartOver |
Always |
gl_cnf_StartOver_01 |
Sounds like you want to go back to the main menu. Is that right? |
|||
operator |
Always |
gl_cnf_operator_01 |
You'd like to speak to someone. Right? |
|||
1.3 Global Confirmation
Initial Prompts |
||||||||
Option |
Condition |
Name |
Wording |
|||||
-- |
Always |
gl_cnf_ini_01 |
You want |
|||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
|||||
Grammar |
||||||||
Sample Phrases: yes: yes, correct, right no: no, no that's not correct, no it's not, no that's not right |
||||||||
Actions |
||||||||
Condition |
Action |
Transition |
||||||
Upon negative confirmation |
Prompt: [gl_cnf_out_01] My Mistake |
Collection |
||||||
Upon positive confirmation |
-- |
Node Action |
||||||
Recovery Behavior |
||||||||
Type |
Condition |
Action |
Transition |
|||||
noinput1 |
-- |
-- |
Re-Recognition : Reprompt |
|||||
noinput2 |
-- |
Prompt : [gl_cnf_ni2_01] Sorry. |
Re-Recognition : Reprompt |
|||||
noinput3 |
-- |
Prompt : [gl_cnf_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
|||||
nomatch1 |
-- |
Prompt : [gl_cnf_nm1_01] Sorry. Please say 'yes' or 'no.' |
Re-Recognition : Reprompt |
|||||
nomatch2 |
-- |
Prompt : [gl_cnf_nm2_01] Sorry. Please say 'yes' or 'no.' |
Re-Recognition : Reprompt |
|||||
nomatch3 |
-- |
Prompt : [gl_cnf_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
|||||
Confirmation Commands |
||||||||
-- |
||||||||
Config Parameters |
||||||||
Parameter |
Value |
|||||||
Confirmation_MaxInvalidanswers |
2 |
|||||||
1.4 Global Config Parameters
Config Parameters |
|
Parameter |
Value |
__Maxnoinputs |
-- |
__Maxnomatches |
-- |
__Maxrepeats |
-- |
entryprompt |
empty by default |
exitfailureprompt |
default_address_exitfailureprompt |
exitsuccessprompts |
default_successprompts(1,2,3) |
fetchaudio |
percolate |
fetchtimeout |
1000 ms |
maxcorrections |
1 |
maxnoinputstotal |
2 |
maxnomatchestotal |
2 |
overallconfirmation |
Always //can also be set to never |
collectedzipcode |
empty by default |
collectfortranscription |
false |
citystatelookuperrorprompt |
default_address_citystateookuperrorprompt |
ziplookuperrorprompt |
default_address_ziplookuperrorprompt |
Chapter 2: Detailed Dialog Specification
Includes the main menu (NLU and Directed Dialog), disambiguation states, and informational messages, as well as Operator Transfer functionality.
mm0050_EntryRouting_DS
Decision |
|
|||
Evaluates applicationtag and lob variables to route the call upon entry. |
||||
Entering From |
||||
-- |
||||
Actions |
||||
Condition |
Action |
Transition |
||
If applicationtag=order_ssn_card |
If lob=OIG |
-- |
||
Elseif applicationtag=earnings_statement |
If lob=OIG |
-- |
goto : mm2400_EarningsMenu_DM |
|
Else (applicationtag=Undefined) |
If lob=OIG OR OCO |
Assign : non_national_transfer =true |
goto : mm0200_SFToggle_DS |
|
^ |
Else |
-- |
goto : mm0100_WelcomeMsg_PP |
|
Developer Notes |
||||
applicationtag maps to MainMenuChoice in IVR to ICM. The following shows the value mappings for applicationtag to MainMenuChoice: applicationtag=order_ssn_card | MainMenuChoice=card_social_security
applicationtag=earnings_statement | MainMenuChoice=earnings_statement |
||||
mm0100_WelcomeMsg_PP
Play Prompt |
|
|||||
This state plays a generic welcome to SSA message |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
mm0100_out_01 |
Thank you for calling Social Security. |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
-- |
goto : mm0110_LanguageSelection_DM |
||||
Developer Notes |
||||||
-- |
||||||
mm0110_LanguageSelection_DM
CustomContext Recognition |
|
||||||||
Language selection (Spanish or English) - '*' goes to Spanish, noinput to English. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm0110_ini_01 |
Para español, marque 'Asterisco.' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
<dtmf_*> // DTMF only |
* |
<language_selection spanish> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
spanish |
Always |
-- |
goto : mm0150_SpanishApp_EC |
||||||
noinput |
-- |
Comment : this row for call flow illustration only - see Recovery Behavior for actual behavior |
goto : mm0120_RecordingMsg_DM |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm0110_nm1_01] Para español, marque 'Asterisco.' To continue in Spanish, press the 'star' key. Otherwise, just hold on and we'll continue in English. |
Re-Recognition : |
||||||
nomatch 2 |
Always |
-- |
goto : mm0120_RecordingMsg_DM |
||||||
noinput 1 |
Always |
-- |
goto : mm0120_RecordingMsg_DM |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
StartOver, operator, repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm0120_RecordingMsg_DM
CustomContext Recognition |
|
||||||||
Presents standard monitoring message to English callers. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm0120_ini_01 |
To ensure quality, your call may be monitored or recorded. |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
na // spanish |
* |
<language_selection spanish> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
spanish |
Always |
-- |
goto : mm0150_SpanishApp_EC |
||||||
noinput |
-- |
Comment : this row for call flow illustration only - see Recovery Behavior for actual behavior |
goto : mm0122_AfterHoursCheck_DS |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
-- |
Re-Recognition : Reprompt |
||||||
nomatch 2 |
Always |
-- |
goto : mm0122_AfterHoursCheck_DS |
||||||
noinput 1 |
Always |
-- |
goto : mm0122_AfterHoursCheck_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
StartOver, operator, repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
Accepts dtmf_* to capture late Spanish callers. Timeout should be set to 1000 ms (i.e. very short) |
|||||||||
mm0122_AfterHoursCheck_DS
Decision |
|
||
Determines if it is currently during or after business hours and transitions accordingly. |
|||
Entering From |
|||
Actions |
|||
Condition |
Action |
Transition |
|
If office_hours=true |
-- |
goto : mm0125_ABRStatus_DS |
|
Else (If office_hours=false) |
-- |
goto : mm0124_OfficeClosedMsg_PP |
|
Developer Notes |
|||
-- |
|||
mm0124_OfficeClosedMsg_PP
Simple Play Prompt |
|
|||||
Message that informs callers upfront that the offices are currently closed, so no agents are available. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
mm0124_out_01 |
Just so your aware, our offices are currently closed, but *I* can help you. If you need to speak with someone, please call back during our regular office hours - Monday through Friday: |
|||
initial |
If Hawaii |
mm0124_out_03 |
7 A.M. to 5 P.M. |
|||
initial |
If Alaska, Standard Time |
mm0124_out_04 |
7 A.M. to 6 P.M. |
|||
initial |
If Guam or the Northern Marianas Islands |
mm0124_out_06 |
11 P.M. to 9 A.M. |
|||
initial |
If American Samoa |
mm0124_out_07 |
5 A.M. to 3 P.M. |
|||
initial |
Else (if unknown or any other territory) |
mm0124_out_05 |
7 A.M. to 7 P.M. |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
-- |
goto : mm0125_ABRStatus_DS |
||||
Developer Notes |
||||||
-- |
||||||
mm0125_ABRStatus_DS
Decision |
|
|||
Evaluate A) whether ABR routing is in effect and B) abr variable to determine routing. |
||||
Entering From |
||||
Actions |
||||
Condition |
Action |
Transition |
||
If initial_abr_transfer=true |
If abr=4 AND office_hours=true |
-- |
goto : mm3000_ABRStatus_DS |
|
^ |
Elseif abr=4 AND office_hours=false |
-- |
goto : mm0130_GetVariablesAnn_DB |
|
Else (initial_abr_transfer=false) |
Always |
-- |
goto : mm0130_GetVariablesAnn_DB |
|
Developer Notes |
||||
-- |
||||
mm0130_GetVariablesAnn_DB
Data Access |
|
|||
Initial lookup to retrieve information related to optional 'emergency' messages. |
||||
Entering From |
||||
Input parameters |
||||
Parameter |
Value |
|||
broadcastName |
-- |
|||
language |
English |
|||
Output parameters |
||||
Variable |
Description |
|||
broadcastPrompt1 |
the name of the recording (wav file) |
|||
broadcastPrompt2 |
the name of the recording (wav file) |
|||
broadcastPrompt3 |
the name of the recording (wav file) |
|||
startTime1 |
the beginning of the time range when the emergency message 1 needs to be played |
|||
startTime2 |
the beginning of the time range when the emergency message 2 needs to be played |
|||
startTime3 |
the beginning of the time range when the emergency message 3 needs to be played |
|||
endTime1 |
the end of the time range when the emergency message 1 needs to be played |
|||
endTime2 |
the end of the time range when the emergency message 2 needs to be played |
|||
endTime3 |
the end of the time range when the emergency message 3 needs to be played |
|||
activeFlag1 |
indicator that determines if emergency message 1 is active or not |
|||
activeFlag2 |
indicator that determines if emergency message 2 is active or not |
|||
activeFlag3 |
indicator that determines if emergency message 3 is active or not |
|||
Actions |
||||
Condition |
Action |
Transition |
||
If 1 or more messages are returned |
-- |
goto : mm0140_EmergencyMsg_PP |
||
Else |
-- |
goto : mm0160_WebsiteInfo_PP |
||
Recovery Behavior |
||||
Developer Notes |
||||
Move on to mm0140_EmergencyMsg_PP if any messages are returned. |
||||
mm0140_EmergencyMsg_PP
Complex Play Prompt |
|
|||
If 'emergency message' is available to be played, this state plays the pre-recorded message. |
||||
Entering From |
||||
Actions |
||||
Condition |
Action |
Transition |
||
Always |
Comment : The emergency messages associated with 'activeFlagx' variables are NOT mutually exclusive |
-- |
||
If activeFlag1=true |
If current time is greater than startTime1 AND current time is less than endTime1 AND broadcastPrompt1 (wav file) exists |
Comment : play broadcastPrompt (wav file) asscoiated with activeFlag1 English, then play 1,000ms of silence |
-- |
|
If activeFlag2=true |
If current time is greater than startTime2 AND current time is less than endTime2 AND broadcastPrompt2 (wav file) exists |
Comment : play broadcastPrompt (wav file) asscoiated with activeFlag2 English, then play 1,000ms of silence |
-- |
|
If activeFlag3=true |
If current time is greater than startTime3 AND current time is less than endTime3 AND broadcastPrompt3 (wav file) exists |
Comment : play broadcastPrompt (wav file) asscoiated with activeFlag3 English, then play 1,000ms of silence |
-- |
|
Else |
Comment : Play Nothing |
-- |
||
Always |
-- |
goto : mm0200_SFToggle_DS |
||
Developer Notes |
||||
NOTE that the emergency messages associated with the 'activeFlagx' variables are NOT mutually exclusive. Any or all of the messages might be played, in any combination, based on the values of the variables. That said, care should be taken to use these messages judiciously in order to avoid front-loading the call with off-topic messaging, and to use these emergency messages only for legitimate emergencies (as opposed to less critical informational messaging). |
||||
mm0150_SpanishApp_EC
External Call |
|
|||
Transfers call to the Spanish language application. |
||||
Entering From |
||||
mm0110_LanguageSelection_DM, mm0210_SFMainMenu_DM, mm0120_RecordingMsg_DM |
||||
Input parameters |
||||
Parameter |
Value |
|||
-- |
-- |
|||
Output parameters |
||||
Variable |
Description |
|||
-- |
-- |
|||
Actions |
||||
Condition |
Action |
Transition |
||
-- |
Comment : What is the mechanism for transferring to the Spanish app (how should this be represented? |
-- |
||
Recovery Behavior |
||||
Developer Notes |
||||
-- |
||||
mm0160_WebsiteInfo_PP
Simple Play Prompt |
|
|||||
Plays website address. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
mm0160_out_01 |
You can find the Social Security Administration online at 'social security dot G O V.' |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
-- |
goto : mm0200_SFToggle_DS |
||||
Developer Notes |
||||||
Note: in the future this message might be removed, replaced with website messages elsewhere in the flow and played only as necessary and appropriate. |
||||||
mm0200_SFToggle_DS
mm0210_SFMainMenu_DM
CustomContext Recognition |
|
|||||||||
Natural language ('speak Freely') main menu. |
||||||||||
Entering From |
||||||||||
mm2210_PayeeMisuse_DM, mm0310_ChangeOfAddress_SD, mm0200_SFToggle_DS |
||||||||||
Initial Prompts |
||||||||||
Type |
Condition |
Name |
Wording |
|||||||
initial |
If first_entry=true |
If non_national_transfer=true
(play one of 3 randomized versions) |
mm0210_ini_01 |
Okay. To get started, you can say things like 'check claim status' or 'I need a replacement card.' So, briefly tell me why you're calling. |
||||||
initial |
^ |
^ |
mm0210_ini_02 |
Okay. To get started, you can say things like 'update my personal information' or 'find a social security office.' So, briefly tell me why you're calling. |
||||||
initial |
^ |
^ |
mm0210_ini_03 |
Okay. To get started, you can say things like 'set up direct deposit' or 'apply for benefits.' So, briefly tell me why you're calling. |
||||||
initial |
^ |
Else (non_national_transfer=false)
(play one of 3 randomized versions) |
mm0210_ini_04 |
Now, to get started, you can say things like 'check claim status' or 'I need a replacement card.' So, briefly tell me why you're calling. |
||||||
initial |
^ |
^ |
mm0210_ini_05 |
Now, to get started, you can say things like 'update my personal information' or 'find a social security office.' So, briefly tell me why you're calling. |
||||||
initial |
^ |
^ |
mm0210_ini_06 |
Now, to get started, you can say things like 'set up direct deposit' or 'apply for benefits.' So, briefly tell me why you're calling. |
||||||
initial |
Else (first_entry=false) |
(play one of 3 randomized versions) |
mm0210_ini_07 |
Briefly tell me what else I can help you with. You can say things like 'get a replacement 1099' or 'update my personal information.' So, how can I help you? |
||||||
initial |
^ |
^ |
mm0210_ini_08 |
Briefly tell me what else I can help you with. You can say things like 'find a social security office.' or 'set up direct deposit.' So, how can I help you? |
||||||
initial |
^ |
^ |
mm0210_ini_09 |
Briefly tell me what else I can help you with. You can say things like 'update my personal information' or 'find a social security office.' So, how can I help you? |
||||||
Grammar |
||||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
|||||||
benefit letter, benefit statement,1099, I need a replacment 1099 // 1099_benefits_statement |
-- |
<main_menu 1099_benefits_statement> |
If Necessary |
|||||||
my address, an address, address information, address // address_general |
-- |
<main_menu address_general> |
If Necessary |
|||||||
agent, operator, representative // agent |
0 |
<main_menu agent> |
Always |
|||||||
apply for benefits, applying for benefits, file for benefits, application for benefits, apply for social security // benefits_application |
-- |
<main_menu benefits_application> |
If Necessary |
|||||||
benefits, social security benefits, my benefits, benefit information, survivor benefits, retirement benefits // benefits_general |
-- |
<main_menu benefits_general> |
If Necessary |
|||||||
award letter, benefit amount, proof of benefits, benefit verification letter, income verification, proof of income // benefits_verification |
-- |
<main_menu benefits_verification> |
If Necessary |
|||||||
i need a card, card, card, lost my card, my card was stolen, new card // cards_general |
-- |
<main_menu cards_general> |
If Necessary |
|||||||
change of address, i need to change my address, address change, new address, i moved, change phone number, new phone number // change_of_address |
-- |
<main_menu change_of_address> |
If Necessary |
|||||||
check amount, benefits check, social security check, lost check, payment information, ssi payment // checks |
-- |
<main_menu checks> |
If Necessary |
|||||||
citizenship status, proof of citizenship, update citizenship status // citizenship_general |
-- |
<main_menu citizenship_general> |
If Necessary |
|||||||
application status, approval status, confirm award, claim status, check on a claim, check claim status, status of disability claim // claims_status_general |
-- |
<main_menu claims_status_general> |
If Necessary |
|||||||
claims, social security claim, claim number, case, social security case, disability claim, ssi claim // claims_status_new |
-- |
<main_menu claims_status_new> |
If Necessary |
|||||||
cola, cost of living adjustment for next year, cost of living adjustment // cost_of_living_adjustment |
-- |
<main_menu cost_of_living_adjustment> |
If Necessary |
|||||||
direct deposit, setup direct deposit, change account number, new checking account, bank information, change deposit information // direct_deposit |
-- |
<main_menu direct_deposit> |
If Necessary |
|||||||
disability, disability insurance, disability benefits // disability_benefits_general |
-- |
<main_menu disability_benefits_general> |
If Necessary |
|||||||
earnings record, income statement, statement of earnings, copy of income, estimate, social security estimate, estimate calculator // earnings_statement |
-- |
<main_menu earnings_statement> |
If Necessary |
|||||||
unemployment, employment // employment_general |
-- |
<main_menu employment_general> |
If Necessary |
|||||||
i need the mailing address, local office, social security office, office hours, office location, office phone number // field_office_locator |
-- |
<main_menu field_office_locator> |
If Necessary |
|||||||
form, i need a form, tax form, enrollment form // forms_general |
-- |
<main_menu forms_general> |
If Necessary |
|||||||
what are my choices // general |
-- |
<main_menu general> |
Never |
|||||||
internet access, website, online help, online services // internet_general |
-- |
<main_menu internet_general> |
If Necessary |
|||||||
main menu, start over // main_menu |
-- |
<main_menu main_menu> |
If Necessary |
|||||||
medicare benefits, medical benefits, medicaid benefits,prescription drugs, drug coverage, prescription drug assistance, medicare form // medicare |
-- |
<main_menu medicare> |
If Necessary |
|||||||
medicare card, medicaid card, medical card, i need a medicare card, i lost my medicare card, lost medicaid card, missing medicaid card, missing medicare card // medicare_replacement_card |
-- |
<main_menu medicare_replacement_card> |
If Necessary |
|||||||
verify address, confirm address, address verification, check on change of address, name verification, verify last name, check my last name // name_or_address_verify |
-- |
<main_menu name_or_address_verify> |
If Necessary |
|||||||
late payment, delay in payment // payment_late |
-- |
<main_menu payment_late> |
If Necessary |
|||||||
i need a replacement, replacement, document replacement, replacement social security // replacement_general |
-- |
<main_menu replacement_general> |
If Necessary |
|||||||
change payee, payee change, change in beneficiary, new payee, representative payee, payee report, beneficiary // representative_payee |
-- |
<main_menu representative_payee> |
If Necessary |
|||||||
security card, i need to get a social security card, lost my social security card, replacement social security card, new social security number // social_security_card_general |
-- |
<main_menu social_security_card_general> |
If Necessary |
|||||||
verify social security number, social security number verification, confirm social security number, employee verification // social_security_number_verification |
-- |
<main_menu social_security_number_verification> |
If Necessary |
|||||||
apply for ssi, ssi application, supplemental security income, information on ssi // supplemental_security_income |
-- |
<main_menu supplemental_security_income> |
If Necessary |
|||||||
taxes, tax information, social_security taxes // tax_general |
-- |
<main_menu tax_general> |
If Necessary |
|||||||
i need a pamphlet, pamphlets, publication, booklet // transcription_pamphlets |
-- |
<main_menu transcription_pamphlets> |
If Necessary |
|||||||
file an appeal, i want an appeal, reconsideration form, appeal form // transfer_appeal_new |
-- |
<main_menu transfer_appeal_new> |
If Necessary |
|||||||
cancel an appointment, reschedule appointment, change appointment, make an appointment // transfer_appointment |
-- |
<main_menu transfer_appointment> |
If Necessary |
|||||||
back pay, back payment, retro pay, retroactive check, disability back pay // transfer_back_payment |
-- |
<main_menu transfer_back_payment> |
If Necessary |
|||||||
balance, account balance, i want to find out how much money is in my account // transfer_balance |
-- |
<main_menu transfer_balance> |
If Necessary |
|||||||
benefits not received, lost benefits, missing benefits // transfer_benefits_problem |
-- |
<main_menu transfer_benefits_problem> |
If Necessary |
|||||||
billing, bill, billing information, medicare payment, medicare premium, medicare deduction // transfer_billing |
-- |
<main_menu transfer_billing> |
If Necessary |
|||||||
birthbirth certificate, i need a birth certificate, lost birth certificate, date of birth, birthdate, check on birthdate, birth, new birth, birth verification, report a birth // transfer_birth |
-- |
<main_menu transfer_birth> |
If Necessary |
|||||||
stop benefits, cancel social security benefit, discontinue benefits, cancellation, cancel direct deposit // transfer_cancel |
-- |
<main_menu transfer_cancel> |
If Necessary |
|||||||
a change in my case, add information to case, update my case // transfer_case_change |
-- |
<main_menu transfer_case_change> |
If Necessary |
|||||||
i need to change my check, deductions from my social security check, tax deductions, federal deductions, check deductions // transfer_check_deductions |
-- |
<main_menu transfer_check_deductions> |
If Necessary |
|||||||
replacement check, i need a replacement check, i need a replacement social security check // transfer_check_replacement |
-- |
<main_menu transfer_check_replacement> |
If Necessary |
|||||||
child support, i'm calling about child support // transfer_child_support |
-- |
<main_menu transfer_child_support> |
If Necessary |
|||||||
circuit breaker patients, circuit breaker information // transfer_circuit_breaker |
-- |
<main_menu transfer_circuit_breaker> |
If Necessary |
|||||||
medicare claim number, medical claims, medicare claim // transfer_claims_medicare |
-- |
<main_menu transfer_claims_medicare> |
If Necessary |
|||||||
filing a claim, start a claim, new claim, open a claim // transfer_claims_new |
-- |
<main_menu transfer_claims_new> |
If Necessary |
|||||||
college, college program, college security check // transfer_college |
-- |
<main_menu transfer_college> |
If Necessary |
|||||||
complaint, i have a complaint, file a complaint // transfer_complaint |
-- |
<main_menu transfer_complaint> |
If Necessary |
|||||||
death benefits, deceased benefits, a death, someone passed away // transfer_death |
-- |
<main_menu transfer_death> |
If Necessary |
|||||||
debit cards, calling about debit card // transfer_debit_card |
-- |
<main_menu transfer_debit_card> |
If Necessary |
|||||||
dependent, new child // transfer_dependent |
-- |
<main_menu transfer_dependent> |
If Necessary |
|||||||
disability report, disability jobs, disabled work, disability paperwork // transfer_disability |
-- |
<main_menu transfer_disability> |
If Necessary |
|||||||
divorce, divorced spouse benefits, divorce benefits // transfer_divorce |
-- |
<main_menu transfer_divorce> |
If Necessary |
|||||||
change in income, incorrect earnings, social security income, earnings, earned income // transfer_earnings_general |
-- |
<main_menu transfer_earnings_general> |
If Necessary |
|||||||
eligibility for benefits, benefit eligibility, disability eligibility, social security eligibility // transfer_eligibility |
-- |
<main_menu transfer_eligibility> |
If Necessary |
|||||||
return to work, going back to work, change in work status, loss of job // transfer_employment_change |
-- |
<main_menu transfer_employment_change> |
If Necessary |
|||||||
i need something faxed, fax number, i need your fax number // transfer_fax |
-- |
<main_menu transfer_fax> |
If Necessary |
|||||||
food stamps, food stamp card, apply for food stamps // transfer_food_stamps |
-- |
<main_menu transfer_food_stamps> |
If Necessary |
|||||||
w2, w2 form, i need a w2 form // transfer_forms_w2 |
-- |
<main_menu transfer_forms_w2> |
If Necessary |
|||||||
fraud, identity theft, report fraud, stolen social security number // transfer_fraud |
-- |
<main_menu transfer_fraud> |
If Necessary |
|||||||
housing, options for housing // transfer_housing |
-- |
<main_menu transfer_housing> |
If Necessary |
|||||||
insurance, cancel insurance, supplemental insurance // transfer_insurance |
-- |
<main_menu transfer_insurance> |
If Necessary |
|||||||
power of attorney, attorney fees, a legal matter // transfer_legal |
-- |
<main_menu transfer_legal> |
If Necessary |
|||||||
a copy of a letter, a letter // transfer_letter |
-- |
<main_menu transfer_letter> |
If Necessary |
|||||||
driver's license, i need a license, fishing license, marriage license, hunting license // transfer_license |
-- |
<main_menu transfer_license> |
If Necessary |
|||||||
student loan, loans // transfer_loans |
-- |
<main_menu transfer_loans> |
If Necessary |
|||||||
marriage, i got married, change of marital status // transfer_marriage |
-- |
<main_menu transfer_marriage> |
If Necessary |
|||||||
extra earnings for military service, military service, military service and social security // transfer_military_service |
-- |
<main_menu transfer_military_service> |
If Necessary |
|||||||
password, i forgot my password, pin number, i need my pin // transfer_password |
-- |
<main_menu transfer_password> |
If Necessary |
|||||||
amount of payment, amount of a benefit payment, payment amount, social security amount // transfer_payment_amount |
-- |
<main_menu transfer_payment_amount> |
If Necessary |
|||||||
payment plan, payment arrangement, i need to make a payment arrangement // transfer_payment_arrangement |
-- |
<main_menu transfer_payment_arrangement> |
If Necessary |
|||||||
overpayment, overpayment information, notice of overpayment // transfer_payment_over |
-- |
<main_menu transfer_payment_over> |
If Necessary |
|||||||
stop payment, I need to stop a check // transfer_payment_stop |
-- |
<main_menu transfer_payment_stop> |
If Necessary |
|||||||
pension benefit information, pension // transfer_pension |
-- |
<main_menu transfer_pension> |
If Necessary |
|||||||
refund, i need to check on a refund, medicare refund // transfer_refund |
-- |
<main_menu transfer_refund> |
If Necessary |
|||||||
retirement information, early retirement, retirement age // transfer_retirement |
-- |
<main_menu transfer_retirement> |
If Necessary |
|||||||
return call, i returning a call // transfer_return_call |
-- |
<main_menu transfer_return_call> |
If Necessary |
|||||||
a change in ssi, supplemental security income change // transfer_ssi_change |
-- |
<main_menu transfer_ssi_change> |
If Necessary |
|||||||
federal tax withholding, withholding, withhold taxes // transfer_tax_withholding |
-- |
<main_menu transfer_tax_withholding> |
If Necessary |
|||||||
change account information, account correction, update, correction, update information, change information // update_information |
-- |
<main_menu update_information> |
If Necessary |
|||||||
<dtmf_*> // spanish (DTMF only) |
* |
<main_menu spanish> |
Never |
|||||||
Actions |
||||||||||
Option |
Condition |
Action |
Transition |
|||||||
Always |
Always |
Assign : first_entry =false |
-- |
|||||||
1099_benefits_statement |
Always |
Assign : current_task =benefits_statement |
-- |
|||||||
^ |
^ |
Prompt : [mm0210_out_16] Okay. Benefits Statement (or '1099'). |
||||||||
address_general |
Always |
Prompt : [mm0210_out_14] Okay. Address. |
goto : mm0430_AddressDisambig_DM |
|||||||
agent |
Always |
Prompt : [mm0210_out_17] Okay. |
goto : mm3000_ABRStatus_DS |
|||||||
benefits_application |
Always |
Prompt : [mm0210_out_01] Okay. Applications. |
||||||||
benefits_general |
Always |
Prompt : [mm0210_out_03] Okay. Benefits. |
goto : mm0700_Benefits_DM |
|||||||
benefits_verification |
Always |
Assign : current_task =benefits_verification |
-- |
|||||||
^ |
^ |
Prompt : [mm0210_out_73] Alright. Benefits Verification or Proof of Income. |
goto : mm2000_ReceivingBenefits_DM |
|||||||
cards_general |
Always |
Prompt : [mm0210_out_05] Okay. |
goto : mm1300_WhichCard_DM |
|||||||
change_of_address |
Always |
Assign : current_task =change_address |
-- |
|||||||
^ |
^ |
Prompt : [mm0210_out_07] Okay. Change Address or Phone Number. |
goto : mm0305_ChangeOfAddressKBA_DS |
|||||||
checks |
Always |
Assign : current_task =checks |
-- |
|||||||
^ |
^ |
Prompt : [mm0210_out_08] Okay. Benefit Check. |
goto : mm1905_Checks_DM |
|||||||
citizenship_general |
Always |
Prompt : [mm0210_out_40] Okay. Citizenship. |
goto : mm3000_ABRStatus_DS |
|||||||
claims_status_general |
Always |
Assign : current_task =application_status |
-- |
|||||||
^ |
^ |
Prompt : [mm0210_out_02] Okay. Claim or Application Status. |
||||||||
claims_status_new |
Always |
Prompt : [mm0210_out_65] Okay. Claims. |
||||||||
cost_of_living_adjustment |
Always |
Prompt : [mm0210_out_10] Okay. |
goto : mm0300_GetCOLABroadcast_DB |
|||||||
direct_deposit |
Always |
Assign : current_task =direct_deposit |
-- |
|||||||
^ |
^ |
Prompt : [mm0210_out_11] Okay. Direct Deposit. |
goto : mm0325_DirectDepositKBA_DS |
|||||||
disability_benefits_general |
Always |
Prompt : [mm0210_out_48] Okay. Disability |
goto : mm0440_DisabilityDisambig_DM |
|||||||
earnings_statement |
Always |
Prompt : [mm0210_out_12] Okay. Earnings or Benefits Statement. |
goto : mm2000_ReceivingBenefits_DM |
|||||||
employment_general |
Always |
Prompt : [mm0210_out_52] Okay. Employment. |
goto : mm0450_EmploymentDisambig_DM |
|||||||
field_office_locator |
Always |
Assign : current_task =field_office_locator |
-- |
|||||||
^ |
^ |
Prompt : [mm0210_out_15] Okay. Office Information. |
goto : mm0320_FieldOfficeLocator_SD |
|||||||
forms_general |
Always |
Prompt : [mm0210_out_18] Okay. |
goto : mm2300_FormsGeneral_DM |
|||||||
general |
Always |
Prompt : [mm0210_out_09] Okay. |
goto : mm0600_BackoffMainMenu_DM |
|||||||
internet_general |
Always |
Prompt : [mm0210_out_21] Okay. |
goto : mm1210_InternetAddress_DM |
|||||||
main_menu |
Always |
-- |
goto : mm0600_BackoffMainMenu_DM |
|||||||
medicare |
Always |
Prompt : [mm0210_out_23] Okay. Medicare. |
goto : mm1700_MedicareApplyMenu_DM |
|||||||
medicare_replacement_card |
Always |
Assign : current_task =card_medicare |
-- |
|||||||
^ |
^ |
Prompt : [mm0210_out_04] Okay. Medicare Replacement Card. |
goto : mm0560_MRCKBA_DS |
|||||||
name_or_address_verify |
Always |
Prompt : [mm0210_out_25] Okay. Check on an Address or Name Change. |
goto : mm0420_AddressVerifyMsg_DM |
|||||||
payment_late |
Always |
Assign : current_task =late_payment |
-- |
|||||||
^ |
^ |
Prompt : [mm0210_out_22] Alright. Late Benefit Payment. |
goto : mm1905_Checks_DM |
|||||||
replacement_general |
Always |
Prompt : [mm0210_out_75] Okay. |
||||||||
representative_payee |
Always |
Prompt : [mm0210_out_24] Okay. Representative Payees. |
goto : mm2100_RepPayeeMenu_DM |
|||||||
social_security_card_general |
Always |
Assign : card_type =social_security |
-- |
|||||||
^ |
^ |
Prompt : [mm0210_out_06] Okay. Social Security Card. |
||||||||
social_security_number_verification |
Always |
Prompt : [mm0210_out_78] Okay. Social Security Number Verification. |
goto : mm0460_SSNVerification_DM |
|||||||
spanish |
Always |
-- |
goto : mm0150_SpanishApp_EC |
|||||||
supplemental_security_income |
Always |
Prompt : [mm0210_out_26] Okay. Supplemental Security Income. |
goto : mm1800_SSIMenu_DM |
|||||||
tax_general |
Always |
Prompt : [mm0210_out_20] Okay. Tax Information. |
goto : mm0400_GetTaxesBroadcast_DB |
|||||||
transcription_pamphlets |
Always |
Assign : current_task =transcription_pamphlet |
-- |
|||||||
^ |
^ |
Prompt : [mm0210_out_19] Okay. Pamphlets. |
goto : mm0545_TranscriptionKBA_DS |
|||||||
transfer_appeal_new |
Always |
Prompt : [mm0210_out_27] Okay. File an Appeal. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_appointment |
Always |
Prompt : [mm0210_out_28] Okay. Appointment. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_back_payment |
Always |
Prompt : [mm0210_out_29] Okay. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_balance |
Always |
Prompt : [mm0210_out_30] Okay. Account Balance. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_benefits_problem |
Always |
Prompt : [mm0210_out_31] Okay. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_billing |
Always |
Prompt : [mm0210_out_32] Okay. Billing Question. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_birth |
Always |
Prompt : [mm0210_out_33] Okay. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_cancel |
Always |
Prompt : [mm0210_out_34] Okay. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_case_change |
Always |
Prompt : [mm0210_out_35] Okay. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_check_deductions |
Always |
Prompt : [mm0210_out_46] Okay. Benefit Check Deductions. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_check_replacement |
Always |
Prompt : [mm0210_out_37] Okay. Replacement Benefit Check. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_child_support |
Always |
Prompt : [mm0210_out_38] Okay. Child Support. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_circuit_breaker |
Always |
Prompt : [mm0210_out_39] Okay. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_claims_medicare |
Always |
Prompt : [mm0210_out_41] Okay. Medicare Claim. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_claims_new |
Always |
Prompt : [mm0210_out_66] Okay. Claims. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_college |
Always |
Prompt : [mm0210_out_42] Okay. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_complaint |
Always |
Prompt : [mm0210_out_43] Okay. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_death |
Always |
Prompt : [mm0210_out_44] Okay. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_debit_card |
Always |
Prompt : [mm0210_out_45] Okay. Debit Card. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_dependent |
Always |
Prompt : [mm0210_out_47] Okay. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_disability |
Always |
Prompt : [mm0210_out_49] Okay. Disability. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_divorce |
Always |
Prompt : [mm0210_out_50] Okay. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_earnings_general |
Always |
Prompt : [mm0210_out_51] Okay. Earnings. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_eligibility |
Always |
Prompt : [mm0210_out_13] Okay. Benefit Eligibility. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_employment_change |
Always |
Prompt : [mm0210_out_53] Okay. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_fax |
Always |
Prompt : [mm0210_out_54] Okay. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_food_stamps |
Always |
Prompt : [mm0210_out_55] Okay. Food Stamps. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_forms_w2 |
Always |
Prompt : [mm0210_out_81] Okay. W2 Forms. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_fraud |
Always |
Prompt : [mm0210_out_56] Okay. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_housing |
Always |
Prompt : [mm0210_out_57] Okay. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_insurance |
Always |
Prompt : [mm0210_out_58] Okay. Insurance. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_legal |
Always |
Prompt : [mm0210_out_59] Okay. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_letter |
Always |
Prompt : [mm0210_out_60] Okay. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_license |
Always |
Prompt : [mm0210_out_61] Okay. License. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_loans |
Always |
Prompt : [mm0210_out_62] Okay. Loans. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_marriage |
Always |
Prompt : [mm0210_out_63] Okay. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_military_service |
Always |
Prompt : [mm0210_out_64] Okay. Military Service. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_password |
Always |
Prompt : [mm0210_out_67] Okay. Pin or Password. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_payment_amount |
Always |
Prompt : [mm0210_out_68] Okay. Payment Amount. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_payment_arrangement |
Always |
Prompt : [mm0210_out_69] Okay. Payment Arrangements. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_payment_over |
Always |
Prompt : [mm0210_out_70] Okay. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_payment_stop |
Always |
Prompt : [mm0210_out_71] Okay. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_pension |
Always |
Prompt : [mm0210_out_72] Okay. Pensions. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_refund |
Always |
Prompt : [mm0210_out_74] Okay. Refunds. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_retirement |
Always |
Prompt : [mm0210_out_76] Okay. Retirement Benefits. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_return_call |
Always |
Prompt : [mm0210_out_77] Okay. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_ssi_change |
Always |
Prompt : [mm0210_out_36] Okay. Update Supplemental Security Income Benefits. |
goto : mm3000_ABRStatus_DS |
|||||||
transfer_tax_withholding |
Always |
Prompt : [mm0210_out_79] Okay. |
goto : mm3000_ABRStatus_DS |
|||||||
update_information |
Always |
Prompt : [mm0210_out_80] Okay. Change or Update Information. |
goto : mm0910_UpdatePersonalInfo_DM |
|||||||
Confirmation Prompts |
||||||||||
Option |
Condition |
Name |
Wording |
|||||||
1099_benefits_statement |
Always |
mm0210_cnf_ini_14 |
You're calling about your '1099' statement. Right? |
|||||||
address_general |
Always |
mm0210_cnf_ini_12 |
You're calling about an address. Right? |
|||||||
agent |
Always |
mm0210_cnf_ini_15 |
You'd like to speak to someone. Right? |
|||||||
benefits_application |
Always |
mm0210_cnf_ini_02 |
You're calling about an application for benefits. Right? |
|||||||
benefits_general |
Always |
mm0210_cnf_ini_03 |
Sounds like you're calling about 'Benefits' Right? |
|||||||
benefits_verification |
Always |
mm0210_cnf_ini_72 |
You're calling about benefits verification, or proof of income. Right? |
|||||||
cards_general |
Always |
mm0210_cnf_ini_05 |
Sounds like you're calling about a 'Card.' Is that right? |
|||||||
change_of_address |
Always |
mm0210_cnf_ini_06 |
You'd like to change the address or phone number on file. Right? |
|||||||
checks |
Always |
mm0210_cnf_ini_07 |
Sounds like you're calling about a benefits payment. Is that right? |
|||||||
citizenship_general |
Always |
mm0210_cnf_ini_39 |
You're calling about citizenship. Right? |
|||||||
claims_status_general |
Always |
mm0210_cnf_ini_01 |
You're calling to check the status of a claim or application. Right? |
|||||||
claims_status_new |
Always |
mm0210_cnf_ini_64 |
Sounds like you're calling about a claim or application. Is that right? |
|||||||
cost_of_living_adjustment |
Always |
mm0210_cnf_ini_08 |
You're calling about the Cost of Living Adjustment. Right? |
|||||||
direct_deposit |
Always |
mm0210_cnf_ini_09 |
You're calling about direct deposit. Right? |
|||||||
disability_benefits_general |
Always |
mm0210_cnf_ini_47 |
You're calling about disability benefits. Is that right? |
|||||||
earnings_statement |
Always |
mm0210_cnf_ini_10 |
You're calling for an 'Earnings' or 'Benefits' Statement. Right? |
|||||||
employment_general |
Always |
mm0210_cnf_ini_51 |
Sounds like you're calling about employment. Is that right? |
|||||||
field_office_locator |
Always |
mm0210_cnf_ini_13 |
You'd like information about a Social Security office. Right? |
|||||||
forms_general |
Always |
mm0210_cnf_ini_16 |
Sounds like you're calling about a 'form.' Is that right? |
|||||||
internet_general |
Always |
mm0210_cnf_ini_19 |
You're calling about our website. Right? |
|||||||
main_menu |
Always |
mm0210_cnf_ini_82 |
Sounds like you want to go back to the main menu. Is that right? |
|||||||
medicare |
Always |
mm0210_cnf_ini_21 |
Sounds like you're calling about Medicare benefits. Is that right? |
|||||||
medicare_replacement_card |
Always |
mm0210_cnf_ini_04 |
You're calling about your 'Medicare card.' Right? |
|||||||
name_or_address_verify |
Always |
mm0210_cnf_ini_23 |
Sounds like you're calling about a recent name or address change. Is that right? |
|||||||
payment_late |
Always |
mm0210_cnf_ini_20 |
You're calling about a late benefit payment. Right? |
|||||||
replacement_general |
Always |
mm0210_cnf_ini_74 |
Sounds like you're calling to get a replacement card or document. Is that right? |
|||||||
representative_payee |
Always |
mm0210_cnf_ini_22 |
Sounds like you're calling about 'Representative Payees.' Is that right? |
|||||||
social_security_card_general |
Always |
mm0210_cnf_ini_33 |
Sounds like you're calling about a 'Social Security card' or a 'Social Security number'. Is that right? |
|||||||
social_security_number_verification |
Always |
mm0210_cnf_ini_77 |
You're calling to verify a Social Security number. Right? |
|||||||
supplemental_security_income |
Always |
mm0210_cnf_ini_24 |
You're calling about 'Supplemental Security Income' benefits. Right? |
|||||||
tax_general |
Always |
mm0210_cnf_ini_18 |
You're calling about tax information. Right? |
|||||||
transcription_pamphlets |
Always |
mm0210_cnf_ini_17 |
Sounds like you're calling to get a pamphlet. Is that right? |
|||||||
transfer_appeal_new |
Always |
mm0210_cnf_ini_25 |
You're calling to file an appeal. Right? |
|||||||
transfer_appointment |
Always |
mm0210_cnf_ini_26 |
You're calling about an appointment. Right? |
|||||||
transfer_back_payment |
Always |
mm0210_cnf_ini_27 |
You're calling about back payment. Right? |
|||||||
transfer_balance |
Always |
mm0210_cnf_ini_28 |
You're calling about your balance. Right? |
|||||||
transfer_benefits_problem |
Always |
mm0210_cnf_ini_29 |
Sounds like you're calling about a problem with benefits. Right? |
|||||||
transfer_billing |
Always |
mm0210_cnf_ini_30 |
Sounds like you have a billing question. Is that right? |
|||||||
transfer_birth |
Always |
mm0210_cnf_ini_31 |
Sounds like you're calling about a birth date or birth certificate. Right? |
|||||||
transfer_cancel |
Always |
mm0210_cnf_ini_32 |
Sounds like you're calling to cancel benefits or direct deposit. Right? |
|||||||
transfer_case_change |
Always |
mm0210_cnf_ini_34 |
You're calling about your Social Security case. Right? |
|||||||
transfer_check_deductions |
Always |
mm0210_cnf_ini_45 |
You're calling about a change to, or deductions from, your benefits check. Is that right? |
|||||||
transfer_check_replacement |
Always |
mm0210_cnf_ini_36 |
You're calling about a replacement check. Right? |
|||||||
transfer_child_support |
Always |
mm0210_cnf_ini_37 |
You're calling about child support. Right? |
|||||||
transfer_circuit_breaker |
Always |
mm0210_cnf_ini_38 |
Sounds like you're calling for circuit breaker information. Is that right? |
|||||||
transfer_claims_medicare |
Always |
mm0210_cnf_ini_40 |
You're calling about a Medicare claim. Right? |
|||||||
transfer_claims_new |
Always |
mm0210_cnf_ini_65 |
You're calling about a new claim. Right? |
|||||||
transfer_college |
Always |
mm0210_cnf_ini_41 |
Sounds like your calling about college. Right? |
|||||||
transfer_complaint |
Always |
mm0210_cnf_ini_42 |
Sounds like your calling about a complaint. Is that right? |
|||||||
transfer_death |
Always |
mm0210_cnf_ini_43 |
You're calling to report a death or get information about death benefits. Right? |
|||||||
transfer_debit_card |
Always |
mm0210_cnf_ini_44 |
Sounds like you're calling about a 'Debit Card.' Is that right? |
|||||||
transfer_dependent |
Always |
mm0210_cnf_ini_46 |
You're calling about a dependent. Is that right? |
|||||||
transfer_disability |
Always |
mm0210_cnf_ini_48 |
Your calling about disability benefits or a disability report. Is that right? |
|||||||
transfer_divorce |
Always |
mm0210_cnf_ini_49 |
Sounds like you're calling about a divorce. Is that right? |
|||||||
transfer_earnings_general |
Always |
mm0210_cnf_ini_50 |
Sounds like you're calling about earnings. Is that right? |
|||||||
transfer_eligibility |
Always |
mm0210_cnf_ini_11 |
Sounds like you have a question about eligibility for benefits. Is that right? |
|||||||
transfer_employment_change |
Always |
mm0210_cnf_ini_52 |
You're calling about a change to your employment. Is that right? |
|||||||
transfer_fax |
Always |
mm0210_cnf_ini_53 |
Sounds like you're calling to get a fax number or a document faxed. Is that right? |
|||||||
transfer_food_stamps |
Always |
mm0210_cnf_ini_54 |
Sounds like you're calling about food stamps. Is that right? |
|||||||
transfer_forms_w2 |
Always |
mm0210_cnf_ini_80 |
You're calling about a W2 form. Is that right? |
|||||||
transfer_fraud |
Always |
mm0210_cnf_ini_55 |
Sounds like you're calling about fraud. Is that right? |
|||||||
transfer_housing |
Always |
mm0210_cnf_ini_56 |
You're calling about housing options. Right? |
|||||||
transfer_insurance |
Always |
mm0210_cnf_ini_57 |
Sounds like you're calling about insurance. Is that right? |
|||||||
transfer_legal |
Always |
mm0210_cnf_ini_58 |
Sounds like you're calling about a legal issue. Is that right? |
|||||||
transfer_letter |
Always |
mm0210_cnf_ini_59 |
Sounds like you're calling about a letter. Is that right? |
|||||||
transfer_license |
Always |
mm0210_cnf_ini_60 |
You're calling about a license. Right? |
|||||||
transfer_loans |
Always |
mm0210_cnf_ini_61 |
You're calling about a loan. Is that right? |
|||||||
transfer_marriage |
Always |
mm0210_cnf_ini_62 |
You're calling about a change in marital status. Is that right? |
|||||||
transfer_military_service |
Always |
mm0210_cnf_ini_63 |
You're calling about military service. Is that right? |
|||||||
transfer_password |
Always |
mm0210_cnf_ini_66 |
Sounds like you're calling about a password. Is that right? |
|||||||
transfer_payment_amount |
Always |
mm0210_cnf_ini_67 |
Sounds like you're calling about a payment amount. Is that right? |
|||||||
transfer_payment_arrangement |
Always |
mm0210_cnf_ini_68 |
Sounds like you're calling about a payment arrangement. Is that right? |
|||||||
transfer_payment_over |
Always |
mm0210_cnf_ini_69 |
Sounds like you're calling about an overpayment. Is that right? |
|||||||
transfer_payment_stop |
Always |
mm0210_cnf_ini_70 |
You're calling to stop payment. Is that right? |
|||||||
transfer_pension |
Always |
mm0210_cnf_ini_71 |
Sounds like you're calling about a pension. Is that right? |
|||||||
transfer_refund |
Always |
mm0210_cnf_ini_73 |
You're calling about a refund. Right? |
|||||||
transfer_retirement |
Always |
mm0210_cnf_ini_75 |
You're calling about retirement benefits. Right? |
|||||||
transfer_return_call |
Always |
mm0210_cnf_ini_76 |
You're returning a call. Right? |
|||||||
transfer_ssi_change |
Always |
mm0210_cnf_ini_35 |
You're calling about a change to your Supplemental Security Income benefits. Is that right? |
|||||||
transfer_tax_withholding |
Always |
mm0210_cnf_ini_78 |
Sounds like you're calling about tax withholding. Is that right? |
|||||||
update_information |
Always |
mm0210_cnf_ini_79 |
Your calling to change or update information. Is that right? |
|||||||
Confirmation Recovery Behavior |
||||||||||
Type |
Condition |
Action |
Transition |
|||||||
noinput 1 |
-- |
Prompt : [mm0210_cnf_ni1_01] Sorry. Please say 'yes' or 'no.' |
Re-Recognition : Reprompt |
|||||||
noinput 2 |
-- |
Prompt : [mm0210_cnf_ni2_01] Let's try this a different way. |
goto : mm0600_BackoffMainMenu_DM |
|||||||
nomatch 1 |
-- |
Prompt : [gl_cnf_nm1_01] Sorry. Please say 'yes' or 'no.' |
Re-Recognition : Reprompt |
|||||||
nomatch 2 |
-- |
Prompt : [mm0210_cnf_nm2_01] Let's try this a different way. |
goto : mm0600_BackoffMainMenu_DM |
|||||||
Recovery Behavior |
||||||||||
Type |
Condition |
Action |
Transition |
|||||||
nomatch 1 |
-- |
Prompt : [mm0210_nm1_01] Let's try this a different way. |
goto : mm0600_BackoffMainMenu_DM |
|||||||
noinput 1 |
-- |
Prompt : [mm0210_ni1_01] Let's try this a different way. |
goto : mm0600_BackoffMainMenu_DM |
|||||||
Commands: State-Specific Behavior |
||||||||||
Commands: Disabled Globals |
||||||||||
StartOver, operator |
||||||||||
Commands: Confirmations |
||||||||||
Config Parameters |
||||||||||
Parameter |
Value |
|||||||||
maxnomatchestotal |
1 |
|||||||||
maxnoinputstotal |
1 |
|||||||||
Developer Notes |
||||||||||
note that the ultimate array of tags in the NLU grammar will be determined by analysis of collected data |
||||||||||
mm0300_GetCOLABroadcast_DB
Data Access |
|
|||
Database lookup to retrieve information related to the cost of living adjustment broadcast message. |
||||
Entering From |
||||
Input parameters |
||||
Parameter |
Value |
|||
broadcastName |
The wav file to be played. |
|||
language |
English |
|||
Output parameters |
||||
Variable |
Description |
|||
colaBroadcastPrompt |
The name of the recording (wav file) |
|||
colaMsgStartTime |
The beginning of the time range when the message needs to be played. |
|||
colaMsgEndTime |
The end of the time range whe the message needs to be played. |
|||
colaActiveFlag |
Indicator that determines if the message is active or not. |
|||
Actions |
||||
Condition |
Action |
Transition |
||
Always |
-- |
goto : mm0302_COLAMsg_PP |
||
Recovery Behavior |
||||
Developer Notes |
||||
-- |
||||
mm0302_COLAMsg_PP
Complex Play Prompt |
|
||
This state plays the pre-recorded cost of living adjustment message. |
|||
Entering From |
|||
Actions |
|||
Condition |
Action |
Transition |
|
Always |
Comment : Play the colaBroadcastPrompt (wav file), then play 500ms of silence. |
goto : mm0303_AskRepeatCola_DM |
|
Developer Notes |
|||
-- |
|||
mm0303_AskRepeatCola_DM
CustomContext Recognition |
|
||||||||
Asks the caller if they'd like to hear the cost of living adjustment message again. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm0303_ini_01 |
Now, would you like to hear that again? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes, yes please // yes |
1 |
<cola_msg_yesno yes> |
Never |
||||||
no, no thanks // no |
2 |
<cola_msg_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
Always |
Prompt : [mm0303_out_01] All right. If you're finished, feel free to hang up. Otherwise, just hang on and I'll take you back to the Main Menu. |
goto : mm0200_SFToggle_DS |
||||||
yes |
Always |
Prompt : [mm0303_out_02] Sure. |
goto : mm0302_COLAMsg_PP |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm0303_nm1_01] Let's try again...Would you like to hear that COLA information again? |
Re-Recognition : |
||||||
nomatch 2 |
Always |
Prompt : [mm0303_nm2_01] Sorry. To hear the information about this year's 'Cost of Living Adjustment' again, press 1. If you don't want to hear it again, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
If office_hours=true |
Prompt : [mm0303_nm3_01] Sorry we're having trouble. To speak with someone, say 'Agent.' Otherwise,... |
goto : mm0200_SFToggle_DS |
||||||
nomatch 3 |
Else (office_hours=false) |
Prompt : [mm0303_nm3_02] Sorry we're having trouble. Let's keep going... |
goto : mm0200_SFToggle_DS |
||||||
noinput 1 |
Always |
Prompt : [mm0303_ni1_01] If you'd like me to repeat that COLA information, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
If office_hours=true |
Prompt : [mm0303_ni2_01] To speak with someone, press 0. Otherwise,... |
goto : mm0200_SFToggle_DS |
||||||
noinput 2 |
Else (office_hours=false) |
Prompt : [mm0303_ni2_02] Let's keep going... |
goto : mm0200_SFToggle_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
repeat |
-- |
-- |
goto : mm0302_COLAMsg_PP |
||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm0305_ChangeOfAddressKBA_DS
Decision |
|
||
Sets variable for use by the KBA for the 'Change of Address' task |
|||
Entering From |
|||
mm0210_SFMainMenu_DM, mm0910_UpdatePersonalInfo_DM, mm1110_UpdatePersonalInfo_DM, mm0430_AddressDisambig_DM |
|||
Actions |
|||
Condition |
Action |
Transition |
|
Always |
Assign : coa_transaction_status =Undefined |
goto : mm0310_ChangeOfAddress_SD |
|
Developer Notes |
|||
-- |
|||
mm0310_ChangeOfAddress_SD
Subdialog Call |
|
|||
Subdialog call for Change of Address |
||||
Entering From |
||||
Dialog called |
||||
Proceed to initial node in: ChangeOfAddress |
||||
Input parameters |
||||
Parameter |
Value |
|||
-- |
-- |
|||
Output parameters |
||||
Variable |
Subdialog Variable |
|||
-- |
-- |
|||
Actions |
||||
Condition |
Action |
Transition |
||
If attestation_confirmed=declined |
-- |
goto : mm3000_ABRStatus_DS |
||
Elseif coa_transaction_status=success |
-- |
goto : mm0210_SFMainMenu_DM |
||
Elseif coa_transaction_status=receiving_ssi |
-- |
goto : mm3000_ABRStatus_DS |
||
Elseif coa_transaction_status=not_eligible |
-- |
goto : mm0200_SFToggle_DS |
||
Elseif coa_transaction_status=non_resident |
-- |
goto : mm3000_ABRStatus_DS |
||
Elseif coa_transaction_status=not_self |
-- |
goto : mm3000_ABRStatus_DS |
||
Elseif coa_transaction_status=no_zip |
-- |
goto : mm0200_SFToggle_DS |
||
Else (coa_transaction_status=failure) |
Assign : transfer_reason =failure |
goto : mm3000_ABRStatus_DS |
||
Recovery Behavior |
||||
Developer Notes |
||||
-- |
||||
mm0320_FieldOfficeLocator_SD
Subdialog Call |
|
||||
Subdialog call for Field Office Locator |
|||||
Entering From |
|||||
mm0210_SFMainMenu_DM, mm0600_BackoffMainMenu_DM, mm1430_SocialSecurityCardMenu_DM, mm2120_ChangeMsg_DM, mm2200_BecomePayee_DM, mm1520_GetForm_DM, mm1600_SubmitForm_DM, mm0530_BenefitsStatement_SD, mm0430_AddressDisambig_DM, mm0460_SSNVerification_DM |
|||||
Dialog called |
|||||
Proceed to initial node in: FieldOfficeLocator |
|||||
Input parameters |
|||||
Parameter |
Value |
||||
-- |
-- |
||||
Output parameters |
|||||
Variable |
Subdialog Variable |
||||
-- |
-- |
||||
Actions |
|||||
Condition |
Action |
Transition |
|||
If fol_transaction_status=success |
If card_type=both |
Prompt : [mm0320_out_01] Now let's take care of your Medicare card... |
goto : mm1105_MedicareCardsMenu_DM |
||
^ |
Else |
-- |
goto : mm0200_SFToggle_DS |
||
If fol_transaction_status=dont_know_zip |
-- |
goto : mm3000_ABRStatus_DS |
|||
Else (If fol_transaction_status=failure) |
Assign : transfer_reason =failure |
goto : mm3000_ABRStatus_DS |
|||
Recovery Behavior |
|||||
Developer Notes |
|||||
-- |
|||||
mm0325_DirectDepositKBA_DS
Decision |
|
||
Sets variable for use by the KBA for the 'Direct Deposit' task |
|||
Entering From |
|||
mm0210_SFMainMenu_DM, mm0700_Benefits_DM, mm0910_UpdatePersonalInfo_DM, mm0610_BackoffOtherOptionsMenu_DM |
|||
Actions |
|||
Condition |
Action |
Transition |
|
Always |
Assign : dd_transaction_status =Undefined |
goto : mm0330_DirectDeposit_SD |
|
Developer Notes |
|||
-- |
|||
mm0330_DirectDeposit_SD
Subdialog Call |
|
|||
Subdialog call for Direct Deposit |
||||
Entering From |
||||
Dialog called |
||||
Proceed to initial node in: DirectDeposit |
||||
Input parameters |
||||
Parameter |
Value |
|||
-- |
-- |
|||
Output parameters |
||||
Variable |
Subdialog Variable |
|||
-- |
-- |
|||
Actions |
||||
Condition |
Action |
Transition |
||
If attestation_confirmed=declined |
-- |
goto : mm3000_ABRStatus_DS |
||
Elseif dd_transaction_status=success |
-- |
goto : mm0200_SFToggle_DS |
||
Elseif dd_transaction_status=receiving_ssi |
-- |
goto : mm3000_ABRStatus_DS |
||
Elseif dd_transaction_status=not_eligible |
-- |
goto : mm0200_SFToggle_DS |
||
Elseif dd_transaction_status=non_resident |
-- |
goto : mm3000_ABRStatus_DS |
||
Elseif dd_transaction_status=not_self |
-- |
goto : mm3000_ABRStatus_DS |
||
Elseif dd_transaction_status=dont_know_info |
-- |
goto : mm0200_SFToggle_DS |
||
Else (dd_transaction_status=failure) |
Assign : transfer_reason =failure |
goto : mm3000_ABRStatus_DS |
||
Recovery Behavior |
||||
Developer Notes |
||||
-- |
||||
mm0400_GetTaxesBroadcast_DB
Data Access |
|
|||
Database lookup to retrieve information related to the tax informational broadcast message. |
||||
Entering From |
||||
Input parameters |
||||
Parameter |
Value |
|||
broadcastName |
The wav file to be played. |
|||
language |
English |
|||
Output parameters |
||||
Variable |
Description |
|||
taxBroadcastPrompt |
The name of the recording (wav file) |
|||
taxMsgStartTime |
The beginning of the time range when the message needs to be played. |
|||
taxMsgEndTime |
The end of the time range whe the message needs to be played. |
|||
taxActiveFlag |
Indicator that determines if the message is active or not. |
|||
Actions |
||||
Condition |
Action |
Transition |
||
Always |
-- |
goto : mm0405_TaxesMsg_PP |
||
Recovery Behavior |
||||
Developer Notes |
||||
-- |
||||
mm0405_TaxesMsg_PP
Complex Play Prompt |
|
|||||
This state plays the pre-recorded tax information message. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
mm0405_ini_01 |
Whenever you work in a job that's covered by Social Security, your employer must deduct your Social Security and Medicare taxes from your salary, and must pay an equal employer's share of the taxes. If you're self-employed and the net profit from your business is more than $400, that, too, is covered by Social Security and Medicare. You must report those earnings and pay the Social Security and Medicare taxes when you file your personal income tax return for the year. |
|||
initial |
^ |
mm0405_ini_02 |
<500ms silence> |
|||
initial |
^ |
mm0405_ini_03 |
<Play the taxBroadcastPrompt (wav file)> |
|||
initial |
^ |
mm0405_ini_04 |
<500ms silence> |
|||
initial |
^ |
mm0405_ini_05 |
You can claim a refund for the excess taxes that were withheld when you file your personal income tax return with the Internal Revenue Service. If you're receiving Social Security benefits and continue to work, these extra earnings may help increase the amount of your benefits. We check these additional earnings each year, and if they raise your benefits, we'll notify you of the new amount. |
|||
initial |
^ |
mm0400_ini_06 |
<500ms silence> |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
-- |
goto : mm0410_AskRepeatTaxes_DM |
||||
Developer Notes |
||||||
-- |
||||||
mm0410_AskRepeatTaxes_DM
CustomContext Recognition |
|
||||||||
Asks the caller if they'd like to hear the taxes message again. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm0410_ini_01 |
Now, would you like to hear that again? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes, yes please // yes |
1 |
<cola_msg_yesno yes> |
Never |
||||||
no, no thanks // no |
2 |
<cola_msg_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
Always |
Prompt : [mm0410_out_01] All right. If you're finished, feel free to hang up. Otherwise, just hang on and I'll take you back to the Main Menu. |
goto : mm0200_SFToggle_DS |
||||||
yes |
Always |
Prompt : [mm0410_out_02] Sure. |
goto : mm0405_TaxesMsg_PP |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm0410_nm1_01] Let's try again...Would you like to hear that tax information again? |
Re-Recognition : |
||||||
nomatch 2 |
Always |
Prompt : [mm0410_nm2_01] Sorry. To hear the information about taxes and the Social Security Administration again, press 1. If you don't want to hear it again, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
If office_hours=true |
Prompt : [mm0410_nm3_01] Sorry we're having trouble. To speak with someone, say 'Agent.' Otherwise,... |
goto : mm0200_SFToggle_DS |
||||||
nomatch 3 |
Else (office_hours=false) |
Prompt : [mm0410_nm3_02] Sorry we're having trouble. Let's keep going... |
goto : mm0200_SFToggle_DS |
||||||
noinput 1 |
Always |
Prompt : [mm0410_ni1_01] If you'd like me to repeat that tax information, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
If office_hours=true |
Prompt : [mm0410_ni2_01] To speak with someone, press 0. Otherwise,... |
goto : mm0200_SFToggle_DS |
||||||
noinput 2 |
Else (office_hours=false) |
Prompt : [mm0410_ni2_02] Let's keep going... |
goto : mm0200_SFToggle_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
repeat |
-- |
-- |
goto : mm0405_TaxesMsg_PP |
||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm0420_AddressVerifyMsg_DM
CustomContext Recognition |
|
||||||||
Informational message for callers wanting to verify their name or address. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm0420_ini_01 |
If you've recently submitted a change of name or address, you should know that it takes approximately three business days to change our records. Social Security will send a confirmation letter to your old address a few days after your request. If you have your check mailed to you, it may take three WEEKS from the date of your confirmation letter to change your address on your benefit check. If you requested that the change take place as soon as possible, the notice and your check may still go to your old address until we've had a chance to update our records. Oh, and to make sure you get all of your mail, don't forget to contact the Post Office to register your change of address. |
||||||
initial |
^ |
mm0420_ini_02 |
<500ms silence> |
||||||
initial |
^ |
mm0420_ini_03 |
Now, would you like to hear that information again? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes, yes please // yes |
1 |
<ss5verify_msg_yesno yes> |
Never |
||||||
no, no thanks // no |
2 |
<ss5verify_msg_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
Always |
Prompt : [mm0420_out_01] All right. If you're finished, feel free to hang up. Otherwise, just hang on and I'll take you back to the Main Menu. |
goto : mm0200_SFToggle_DS |
||||||
yes |
Always |
Prompt : [mm0420_out_02] Sure. |
Re-Recognition : Reprompt |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm0420_nm1_01] Let's try again...Would you like to hear that information again? |
Re-Recognition : |
||||||
nomatch 2 |
Always |
Prompt : [mm0420_nm2_01] Sorry. To hear the information again, press 1. If you don't want to hear it again, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
If office_hours=true |
Prompt : [mm0420_nm3_01] Sorry we're having trouble. To speak with someone, say 'Agent.' Otherwise,... |
goto : mm0200_SFToggle_DS |
||||||
nomatch 3 |
Else (office_hours=false) |
Prompt : [mm0420_nm3_02] Sorry we're having trouble. Let's keep going... |
goto : mm0200_SFToggle_DS |
||||||
noinput 1 |
Always |
Prompt : [mm0420_ni1_01] If you'd like me to repeat that information, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
If office_hours=true |
Prompt : [mm0420_ni2_01] To speak with someone, press 0. Otherwise,... |
goto : mm0200_SFToggle_DS |
||||||
noinput 2 |
Else (office_hours=false) |
Prompt : [mm0420_ni2_02] Let's keep going... |
goto : mm0200_SFToggle_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
Automatically returns to SFMainMenu on 2nd noinput |
|||||||||
mm0430_AddressDisambig_DM
CustomContext Recognition |
|
||||||||
This is a disambiguation state to determine if the caller wants to update their personal address or find a Social Security field office. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm0430_ini_01 |
Which would you like to do -- 'Update Your Address'' or 'Find a Social Security Office'? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
update address, update my address |
1 |
<address_disambig_menu update_address> |
If Necessary |
||||||
find a Social Security office, Social Security office, find an office, office |
2 |
<address_disambig_menu office> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
update_address |
Always |
Assign : current_task =change_address |
-- |
||||||
^ |
^ |
Prompt : [mm0430_out_01] All right. |
goto : mm0305_ChangeOfAddressKBA_DS |
||||||
office |
Always |
Assign : current_task =field_office_locator |
-- |
||||||
^ |
^ |
Prompt : [mm0430_out_02] All right. |
goto : mm0320_FieldOfficeLocator_SD |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
update_address |
Always |
mm0430_cnf_ini_01 |
You want to update YOUR address. Right? |
||||||
office |
Always |
mm0430_cnf_ini_02 |
You'd like to find a local Social Security office. Right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm0430_nm1_01] Let's try again...You can say 'Update Address' or 'Find an Office'. |
Re-Recognition : |
||||||
nomatch 2 |
Always |
Prompt : [mm0430_nm2_01] Sorry. If you would like to update your address, say 'Update Address' or press 1. Otherwise, if you'd like to find a local Social Security office, say 'Find an Office' or press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
Always |
Prompt : [mm0430_ni1_01] If you want to update your address, say 'Update Address'. Otherwise, to find a Social Security office, say 'Find an Office'. |
Re-Recognition : |
||||||
noinput 2 |
Always |
Prompt : [mm0430_ni2_01] Sorry. If you would like to update your address, say 'Update Address' or press 1. Otherwise, if you'd like to find a local Social Security office, say 'Find an Office' or press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm0440_DisabilityDisambig_DM
CustomContext Recognition |
|
||||||||
This is a disambiguation state to determine if the caller wants to apply for benefits, check on the status of a claim, or if they're calling about a benefit check. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm0440_ini_01 |
Which of these are you calling about -- you can say 'Apply for Benefits', 'Claim Status', 'Benefit Check', or say 'It's Something Else'. |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
apply, apply for benefits |
1 |
<disability_disambig_menu apply> |
If Necessary |
||||||
claim status, status of a claim |
2 |
<disability_disambig_menu claim_status> |
If Necessary |
||||||
benefit check, check |
3 |
<disability_disambig_menu check> |
If Necessary |
||||||
something else, it's something else |
4 |
<disability_disambig_menu else> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
apply |
Always |
Prompt : [mm0440_out_01] All right. |
goto : mm3000_ABRStatus_DS |
||||||
claim_status |
Always |
Assign : current_task =application_status |
-- |
||||||
^ |
^ |
Prompt : [mm0440_out_02] All right. |
|||||||
check |
Always |
Assign : current_task =checks |
-- |
||||||
^ |
^ |
Prompt : [mm0440_out_03] All right. |
goto : mm1900_ReceivingBenefits_DM |
||||||
else |
Always |
Prompt : [mm0440_out_04] All right. |
goto : mm3000_ABRStatus_DS |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
apply |
Always |
mm0440_cnf_ini_01 |
You want to 'Apply for Benefits'. Right? |
||||||
check |
Always |
mm0440_cnf_ini_02 |
Your calling about a 'Benefit Check'. Right? |
||||||
claim_status |
Always |
mm0440_cnf_ini_03 |
You want to check the 'Status of a Claim'. Right? |
||||||
else |
Always |
mm0440_cnf_ini_04 |
You're calling about 'Something Else.' Right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm0440_nm1_01] Let's try again...You can say 'Apply for Benefits', 'Claim Status', 'Benefit Check', or 'It's Something Else'. |
Re-Recognition : |
||||||
nomatch 2 |
Always |
Prompt : [mm0440_nm2_01] Sorry. If you need to apply for disability benefits, say 'Apply for Benefits' or press 1. If you need to check the status of a disability claim, say 'Claim Status' or press 2. If you are calling about a disability check, say 'Benefit Check' or press 3. OR, for anything else, press 4. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
Always |
Prompt : [mm0440_ni1_01] If you need to apply for disability benefits, say 'Apply for Benefits'. If you need to check the status of a disability claim, say 'Claim Status'. If you are calling about a disability check, say 'Benefit Check'. OR, for anything else, say 'It's Something Else' or press 4. |
Re-Recognition : |
||||||
noinput 2 |
Always |
Prompt : [mm0440_ni2_01] Sorry. If you need to apply for disability benefits, say 'Apply for Benefits' or press 1. If you need to check the status of a disability claim, say 'Claim Status' or press 2. If you are calling about a disability check, say 'Benefit Check' or press 3. OR, for anything else, press 4. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm0450_EmploymentDisambig_DM
CustomContext Recognition |
|
||||||||
This is a disambiguation state to determine if the caller needs a copy of there work history (form 7004) or if they are calling about something else related to employment. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm0450_ini_01 |
Do you need a copy of your work history? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes |
1 |
<employment_disambig_menu_yesno yes> |
Never |
||||||
no |
2 |
<employment_disambig_menu_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
Always |
Prompt : [mm0450_out_01] All right. |
goto : mm3000_ABRStatus_DS |
||||||
yes |
Always |
Assign : current_task =transcription_7004 |
-- |
||||||
^ |
^ |
Prompt : [mm0450_out_02] All right. |
goto : mm2000_ReceivingBenefits_DM |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm0450_nm1_01] Let's try again...DO you need a copy of your work history? |
Re-Recognition : |
||||||
nomatch 2 |
Always |
Prompt : [mm0450_nm2_01] Sorry. If you need a copy of your work history, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
Always |
Prompt : [mm0450_ni1_01] If you need a copy of your work history, also known as form 7004, say 'Yes'. If not, say 'No'. |
Re-Recognition : |
||||||
noinput 2 |
Always |
Prompt : [mm0450_ni2_01] Sorry. If you need a copy of your work history, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm0460_SSNVerification_DM
CustomContext Recognition |
|
|||||||||
This state advises the caller on how to verify a Social Securiy number, whether they are an employer or calling to verify their own. |
||||||||||
Entering From |
||||||||||
Initial Prompts |
||||||||||
Type |
Condition |
Name |
Wording |
|||||||
initial |
Always |
mm0460_ini_01 |
If you're an employer calling ot verify the Social Security numbers of current or former employees, you'll need to visit our website at 'Social Security dot G O V, slash B S O'. If you're calling verify your OWN Social Security number, you'll need to visit your local Social Security Field Office. |
|||||||
initial |
^ |
mm0460_ini_02 |
<500ms silence> |
|||||||
initial |
^ |
mm0460_ini_03 |
You can say 'Repeat That' or 'Find an Office'. Or, if you're finished, just say 'I'm Finished'. |
|||||||
Grammar |
||||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
|||||||
repeat, repeat that |
1 |
<ssn_verify_menu repeat> |
Never |
|||||||
find an office, local office |
2 |
<ssn_verify_menu office> |
If Necessary |
|||||||
i'm finished, i'm done |
3 |
<ssn_verify_menu finished> |
Never |
|||||||
Actions |
||||||||||
Option |
Condition |
Action |
Transition |
|||||||
office |
Always |
Assign : current_task =field_office_locator |
-- |
|||||||
^ |
^ |
Prompt : [mm0460_out_01] All right. |
goto : mm0320_FieldOfficeLocator_SD |
|||||||
finished |
Always |
Prompt : [mm0460_out_02] If you're done, feel free to hang up. Otherwise,... |
goto : mm0200_SFToggle_DS |
|||||||
Confirmation Prompts |
||||||||||
Option |
Condition |
Name |
Wording |
|||||||
office |
Always |
mm0460_cnf_ini_01 |
You'd like to find a local Social Security office. Right? |
|||||||
Confirmation Recovery Behavior |
||||||||||
Recovery Behavior |
||||||||||
Type |
Condition |
Action |
Transition |
|||||||
nomatch 1 |
Always |
Prompt : [mm0460_nm1_01] Let's try again...You can say 'Repeat', 'Find an Office', or 'I'm Finished'. |
Re-Recognition : |
|||||||
nomatch 2 |
Always |
Prompt : [mm0460_nm2_01] Sorry. To hear that information again, say 'Repeat' or press 1. If you want to find a local Social Security office, say 'Find an Office' or press 2. OR, if you're finished, simply say 'I'm Finished' or press 3. |
Re-Recognition : |
|||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
|||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
|||||||
noinput 1 |
Always |
Prompt : [mm0460_ni1_01] To hear that information again, say 'Repeat'. If you need to verify your own Social Security number and want to find a local Social Security office, say 'Find an Office'. OR, if you're finished, simply say 'I'm Finished'. |
Re-Recognition : |
|||||||
noinput 2 |
Always |
Prompt : [mm0460_ni2_01] Sorry. To hear that information again, say 'Repeat' or press 1. If you want to find a local Social Security office, say 'Find an Office' or press 2. OR, if you're finished, simply say 'I'm Finished' or press 3. |
Re-Recognition : |
|||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
|||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
|||||||
Commands: State-Specific Behavior |
||||||||||
Type |
Condition |
Action |
Transition |
|||||||
repeat |
-- |
Prompt : [mm0460_repeat_01] Sure. |
Re-Recognition : Reprompt |
|||||||
Commands: Confirmations |
||||||||||
Commands: Grammar |
||||||||||
Sample Expressions |
DTMF |
Command |
Confirm |
|||||||
repeat that, repeat |
9 |
repeat |
Never |
|||||||
Config Parameters |
||||||||||
Parameter |
Value |
|||||||||
-- |
-- |
|||||||||
Developer Notes |
||||||||||
-- |
||||||||||
mm0470_ReplacementDisambig_DM
CustomContext Recognition |
|
||||||||
This is a disambiguation state to determine if the caller wants to get a replacement 1099, card, or something else. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm0470_ini_01 |
Which of these do you need to replace -- a 'Benefits Statement (or '1099')', a 'Medicare or Social Security Card', or say 'It's Something Else'? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
benefits statement, 1099 |
1 |
<replacement_disambig_menu 1099> |
If Necessary |
||||||
medicare card, social security card, card |
2 |
<replacement_disambig_menu card> |
If Necessary |
||||||
something else |
3 |
<replacement_disambig_menu else> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
1099 |
Always |
Assign : current_task =benefits_statement |
-- |
||||||
^ |
^ |
Prompt : [mm0470_out_01] All right. Replacement Benefits Statement (or '1099'). |
|||||||
card |
Always |
Prompt : [mm0470_out_02] All right. Replacement Card. |
goto : mm1300_WhichCard_DM |
||||||
else |
Always |
Prompt : [mm0470_out_03] All right. |
goto : mm3000_ABRStatus_DS |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
1099 |
Always |
mm0470_cnf_ini_01 |
You want a replacement 'Benefits Statement (or 1099)'. Right? |
||||||
card |
Always |
mm0470_cnf_ini_02 |
You want a replacement 'Medicare or Social Security Card'. Right? |
||||||
else |
Always |
mm0470_cnf_ini_03 |
You're calling about 'Something Else.' Right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm0470_nm1_01] Let's try again...You can say 'Benefits Statement', 'Medicare or Social Security Card', OR say 'It's Something Else'. |
Re-Recognition : |
||||||
nomatch 2 |
Always |
Prompt : [mm0470_nm2_01] Sorry. If you need to get a replacement 'Benefits Statement (or 1099)', press 1. For a replacement 'Medicare or Social Security Card', press 2. OR, for anything else, press 3. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
Always |
Prompt : [mm0470_ni1_01] You can say 'Benefits Statement' or press 1, 'Medicare or Social Security Card' or press 2, OR say 'It's Something Else' or press 3. |
Re-Recognition : |
||||||
noinput 2 |
Always |
Prompt : [mm0470_ni2_01] Sorry. If you need to get a replacement 'Benefits Statement (or 1099)', press 1. For a replacement 'Medicare or Social Security Card', press 2. OR, for anything else, press 3. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm0500_BEVEKBA_DS
Decision |
|
||
Sets variable for use by the KBA for the 'Benefits Verification' task |
|||
Entering From |
|||
mm0900_BenefitsMoreOptions_DM, mm2010_BenefitsEarnings_DM, mm2300_FormsGeneral_DM, mm2400_EarningsMenu_DM, mm0610_BackoffOtherOptionsMenu_DM |
|||
Actions |
|||
Condition |
Action |
Transition |
|
Always |
Assign : beve_transaction_status =Undefined |
goto : mm0505_BEVE_SD |
|
Developer Notes |
|||
-- |
|||
mm0505_BEVE_SD
Subdialog Call |
|
|||
Subdialog call for Benefits Verification |
||||
Entering From |
||||
Dialog called |
||||
Proceed to initial node in: BenefitsVerification |
||||
Input parameters |
||||
Parameter |
Value |
|||
-- |
-- |
|||
Output parameters |
||||
Variable |
Subdialog Variable |
|||
-- |
-- |
|||
Actions |
||||
Condition |
Action |
Transition |
||
If attestation_confirmed=declined |
-- |
goto : mm3000_ABRStatus_DS |
||
Elseif beve_transaction_status=success |
-- |
goto : mm0200_SFToggle_DS |
||
Elseif beve_transaction_status=change_address |
-- |
goto : mm3000_ABRStatus_DS |
||
Else (beve_transaction_status=failure) |
Assign : transfer_reason =failure |
goto : mm3000_ABRStatus_DS |
||
Recovery Behavior |
||||
Developer Notes |
||||
-- |
||||
mm0515_ApplicationStatusKBA_DS
Decision |
|
||
Sets variable for use by the KBA for the 'Claim Status' task |
|||
Entering From |
|||
mm0210_SFMainMenu_DM, mm0600_BackoffMainMenu_DM, mm0700_Benefits_DM, mm0810_ApplicationStatusQuestion_DM, mm0440_DisabilityDisambig_DM |
|||
Actions |
|||
Condition |
Action |
Transition |
|
Always |
Assign : claims_transaction_status =Undefined |
goto : mm0520_ApplicationStatus_SD |
|
Developer Notes |
|||
-- |
|||
mm0520_ApplicationStatus_SD
Subdialog Call |
|
|||
Subdialog call for Claim Status |
||||
Entering From |
||||
Dialog called |
||||
Proceed to initial node in: ClaimStatusRequests |
||||
Input parameters |
||||
Parameter |
Value |
|||
-- |
-- |
|||
Output parameters |
||||
Variable |
Subdialog Variable |
|||
-- |
-- |
|||
Actions |
||||
Condition |
Action |
Transition |
||
If attestation_confirmed=declined |
-- |
goto : mm3000_ABRStatus_DS |
||
Elseif claims_transaction_status=success |
-- |
goto : mm0200_SFToggle_DS |
||
Elseif claims_transaction_status=no_confirmation_number |
-- |
goto : mm3000_ABRStatus_DS |
||
Else (claims_transaction_status=failure) |
Assign : transfer_reason =failure |
goto : mm3000_ABRStatus_DS |
||
Recovery Behavior |
||||
Developer Notes |
||||
-- |
||||
mm0525_BenefitsStatementKBA_DS
Decision |
|
||
Sets variable for use by the KBA for the 'Benefits statement' task |
|||
Entering From |
|||
mm0210_SFMainMenu_DM, mm2010_BenefitsEarnings_DM, mm2300_FormsGeneral_DM, mm2400_EarningsMenu_DM, mm0610_BackoffOtherOptionsMenu_DM, mm0470_ReplacementDisambig_DM |
|||
Actions |
|||
Condition |
Action |
Transition |
|
Always |
Assign : benefits_statement_transaction_status =Undefined |
goto : mm0530_BenefitsStatement_SD |
|
Developer Notes |
|||
-- |
|||
mm0530_BenefitsStatement_SD
Subdialog Call |
|
|||
Subdialog call for Benefits Statement |
||||
Entering From |
||||
Dialog called |
||||
Proceed to initial node in: ReplacementBenefitStatement |
||||
Input parameters |
||||
Parameter |
Value |
|||
-- |
-- |
|||
Output parameters |
||||
Variable |
Subdialog Variable |
|||
-- |
-- |
|||
Actions |
||||
Condition |
Action |
Transition |
||
If attestation_confirmed=declined |
-- |
goto : mm3000_ABRStatus_DS |
||
Elseif benefits_statement_transaction_status=success |
-- |
goto : mm0200_SFToggle_DS |
||
Elseif benefits_statement_transaction_status=previous_year |
-- |
goto : mm3000_ABRStatus_DS |
||
Elseif benefits_statement_transaction_status=field_office |
-- |
goto : mm0320_FieldOfficeLocator_SD |
||
Elseif benefits_statement_transaction_status=replacement |
-- |
goto : mm3000_ABRStatus_DS |
||
Else (benefits_statement_transaction_status=failure) |
Assign : transfer_reason =failure |
goto : mm3000_ABRStatus_DS |
||
Recovery Behavior |
||||
Developer Notes |
||||
-- |
||||
mm0540_BestTimeMsg_PP
Play Prompt |
|
|||||
Informational message about the best time to call |
||||||
Entering From |
||||||
-- |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
mm0540_out_01 |
Agents are available Monday through Friday from 7 AM to 7 PM (except for holidays). Our lines are busiest early in the week and early in the month. You can call any time - 24 hours a day, 7 days a week - to use our automated services. And when you call, it'll help to have your Social Security number handy. |
|||
initial |
^ |
mm0540_out_02 |
<500ms silence> |
|||
initial |
^ |
mm0540_out_03 |
Now,... |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
-- |
goto : mm0200_SFToggle_DS |
||||
Developer Notes |
||||||
NOTE: this state is currently NOT called |
||||||
mm0545_TranscriptionKBA_DS
Decision |
|
|||
Sets variable for use by the KBA for the 'Transcription' tasks |
||||
Entering From |
||||
mm0210_SFMainMenu_DM, mm0900_BenefitsMoreOptions_DM, mm2040_FutureBenefits_DM, mm2400_EarningsMenu_DM, mm1520_GetForm_DM, mm1770_OrderDrugFormQuestion_DM |
||||
Actions |
||||
Condition |
Action |
Transition |
||
If current_task = transcription_7004 |
AND If form_7004_delivery = false |
-- |
goto : mm3000_ABRStatus_DS |
|
Else |
Else |
Assign : transcription_transaction_status =Undefined |
goto : mm0550_Transcription_SD |
|
Developer Notes |
||||
-- |
||||
mm0550_Transcription_SD
Subdialog Call |
|
|||
Subdialog call for Transcription |
||||
Entering From |
||||
Dialog called |
||||
Proceed to initial node in: Transcription |
||||
Input parameters |
||||
Parameter |
Value |
|||
-- |
-- |
|||
Output parameters |
||||
Variable |
Subdialog Variable |
|||
-- |
-- |
|||
Actions |
||||
Condition |
Action |
Transition |
||
If attestation_confirmed=declined |
-- |
goto : mm3000_ABRStatus_DS |
||
Elseif transcription_transaction_status=success |
-- |
goto : mm0200_SFToggle_DS |
||
Else (transcription_transaction_status=failure) |
Assign : transfer_reason =failure |
goto : mm3000_ABRStatus_DS |
||
Recovery Behavior |
||||
Developer Notes |
||||
-- |
||||
mm0560_MRCKBA_DS
Decision |
|
||
Sets variable for use by the KBA for the 'Medicare Replacement Card' task |
|||
Entering From |
|||
mm0210_SFMainMenu_DM, mm1105_MedicareCardsMenu_DM, mm1710_ReplacementCardQuestion_DM |
|||
Actions |
|||
Condition |
Action |
Transition |
|
Always |
Assign : mrc_transaction_status =Undefined |
goto : mm0565_MRC_SD |
|
Developer Notes |
|||
-- |
|||
mm0565_MRC_SD
Subdialog Call |
|
|||
Subdialog call for Medicare Replacement Card |
||||
Entering From |
||||
Dialog called |
||||
Proceed to initial node in: MedicareReplacementCard |
||||
Input parameters |
||||
Parameter |
Value |
|||
-- |
-- |
|||
Output parameters |
||||
Variable |
Subdialog Variable |
|||
-- |
-- |
|||
Actions |
||||
Condition |
Action |
Transition |
||
If attestation_confirmed=declined |
-- |
goto : mm3000_ABRStatus_DS |
||
Elseif mrc_transaction_status=success |
-- |
goto : mm0200_SFToggle_DS |
||
Elseif mrc_transaction_status=change_address |
-- |
goto : mm3000_ABRStatus_DS |
||
Else (mrc_transaction_status=failure) |
Assign : transfer_reason =failure |
goto : mm3000_ABRStatus_DS |
||
Recovery Behavior |
||||
Developer Notes |
||||
-- |
||||
mm0600_BackoffMainMenu_DM
CustomContext Recognition |
|
|||||||||
Directed Dialog version of the Main Menu. |
||||||||||
Entering From |
||||||||||
mm0210_SFMainMenu_DM, mm0200_SFToggle_DS, mm0610_BackoffOtherOptionsMenu_DM |
||||||||||
Initial Prompts |
||||||||||
Type |
Condition |
Name |
Wording |
|||||||
initial |
If first_entry=true |
If non_national_transfer=true |
mm0600_ini_01 |
Okay. Which of these are you calling about - 'Claim Status,' 'Update Personal Information,' 'New or Replacement Cards,' 'Medicare,' or 'Office Locations.' Or, to hear more options, say 'Other Options.' |
||||||
initial |
^ |
Else (non_national_transfer=false) |
mm0600_ini_02 |
Tell me which of these sounds closest to what you're calling about - 'Claim Status,' 'Update Personal Information,' 'New or Replacement Cards,' 'Medicare,' or 'Office Locations.' Or, to hear more options, say 'Other Options.' |
||||||
initial |
Else (first_entry=false) |
If backoff_menu_go_back=false |
mm0600_ini_03 |
Tell me what else I can help you with - 'Claim Status,' 'Update Personal Information,' 'New or Replacement Cards,' 'Medicare,' or 'Office Locations.' Or, to hear more options, say 'Other Options.' |
||||||
initial |
^ |
Else (backoff_menu_go_back=true) |
mm0600_ini_04 |
You can say 'Claim Status,' 'Update Personal Information,' 'New or Replacement Cards,' 'Medicare,' or 'Office Locations.' Or, to hear the OTHER options again, say 'Other Options.' |
||||||
reprompt |
After 'repeat' or disconfirmation |
Always |
mm0600_ree_01 |
Which of these are you calling about - you can say 'Claim Status,' 'Update Personal Information,' 'New or Replacement Cards,' 'Medicare,' or 'Office Locations.' Or, to hear more options, say 'Other Options.' |
||||||
Grammar |
||||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
|||||||
check claim status, claim status, application status, check application status // claim status |
1 |
<backoff_main_menu application_status> |
If Necessary |
|||||||
?update personal information, update ?personal information // update personal information |
2 |
<backoff_main_menu update> |
If Necessary |
|||||||
?[new replacement (new or replacement)] ?[(social security) medicare] card[s] // cards |
3 |
<backoff_main_menu cards> |
If Necessary |
|||||||
medicare // medicare |
4 |
<backoff_main_menu medicare> |
If Necessary |
|||||||
find ?(a social security) office, office ?locations // office locations |
5 |
<backoff_main_menu office_locations> |
If Necessary |
|||||||
[other more] options, something else, none ?(of [them those]) // other options |
6 |
<backoff_main_menu other_options> |
Always |
|||||||
repeat, repeat that // repeat |
9 |
<backoff_main_menu repeat> |
Never |
|||||||
Actions |
||||||||||
Option |
Condition |
Action |
Transition |
|||||||
application_status |
Always |
Assign : current_task =application_status |
-- |
|||||||
^ |
^ |
Assign : first_entry =false |
-- |
|||||||
^ |
^ |
Assign : backoff_menu_go_back =false |
-- |
|||||||
^ |
^ |
Prompt : [mm0600_out_01] Okay. Claim Status. |
||||||||
cards |
Always |
Assign : backoff_menu_go_back =false |
-- |
|||||||
^ |
^ |
Assign : first_entry =false |
-- |
|||||||
^ |
^ |
Prompt : [mm0600_out_02] All right. Cards. |
goto : mm1300_WhichCard_DM |
|||||||
medicare |
Always |
Assign : backoff_menu_go_back =false |
-- |
|||||||
^ |
^ |
Assign : first_entry =false |
-- |
|||||||
^ |
^ |
Prompt : [mm0600_out_03] All right. Medicare. |
goto : mm1700_MedicareApplyMenu_DM |
|||||||
office_locations |
Always |
Assign : backoff_menu_go_back =false |
-- |
|||||||
^ |
^ |
Assign : current_task =field_office_locator |
-- |
|||||||
^ |
^ |
Assign : first_entry =false |
-- |
|||||||
^ |
^ |
Prompt : [mm0600_out_04] All right. Office Locations. |
goto : mm0320_FieldOfficeLocator_SD |
|||||||
other_options |
Always |
Assign : first_entry =false |
-- |
|||||||
^ |
^ |
Prompt : [mm0600_out_05] All right. |
||||||||
update |
Always |
Assign : backoff_menu_go_back =false |
-- |
|||||||
^ |
^ |
Assign : first_entry =false |
-- |
|||||||
^ |
^ |
Prompt : [mm0600_out_06] Okay. Update Information. |
goto : mm0910_UpdatePersonalInfo_DM |
|||||||
repeat |
Always |
Prompt : [mm0600_out_07] Sure. |
Re-Recognition : Reprompt |
|||||||
Confirmation Prompts |
||||||||||
Option |
Condition |
Name |
Wording |
|||||||
application_status |
Always |
mm0600_cnf_ini_01 |
You're calling about the 'Status of a Claim.' |
|||||||
cards |
Always |
mm0600_cnf_ini_02 |
You want 'Cards.' |
|||||||
medicare |
Always |
mm0600_cnf_ini_03 |
You want 'Medicare.' |
|||||||
office_locations |
Always |
mm0600_cnf_ini_04 |
You're calling to find a Social Security office. |
|||||||
other_options |
Always |
mm0600_cnf_ini_05 |
You'd like to hear 'Other Options.' |
|||||||
update |
Always |
mm0600_cnf_ini_06 |
You're calling to Update Personal Information. |
|||||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
|||||||
Confirmation Recovery Behavior |
||||||||||
Recovery Behavior |
||||||||||
Type |
Condition |
Action |
Transition |
|||||||
nomatch 1 |
Always |
Prompt : [mm0600_nm1_01] Let's try again. You can say 'Claim Status' or press 1, 'Update Information' or press 2, 'Cards' or 3, 'Medicare' or 4, 'Office Locations' or 5, or say 'Other Options' or press 6. |
Re-Recognition : |
|||||||
nomatch 2 |
^ |
Prompt : [mm0600_nm2_01] Sorry. To check the status of an application or claim you've already filed, press 1. To update personal information (like your name, address, or direct deposit information), press 2. To request a new or replacement CARD, 3. For questions about Medicare, 4. To find a Social Security office in your area, 5. Or, to hear additional options, press 6. |
Re-Recognition : |
|||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
|||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
|||||||
noinput 1 |
^ |
Prompt : [mm0600_ni1_01] If you're calling to check the status of an application or claim you've already filed, say 'Claim Status' or press 1. To update personal information (like your name or address), say 'Update Information' or press 2. To request a new or replacement CARD, say 'Cards' or press 3. For questions about Medicare benefits or eligibility, say 'Medicare' or press 4. To find a Social Security office in your area, say 'Office Locations' or press 5. Or, to hear additional options, say 'Other Options' or press 6. |
Re-Recognition : |
|||||||
noinput 2 |
^ |
Prompt : [mm0600_ni2_01] Sorry. To check the status of an application or claim you've already filed, press 1. To update personal information (like your name, address, or direct deposit information), press 2. To request a new or replacement CARD, 3. For questions about Medicare, 4. To find a Social Security office in your area, 5. Or, to hear additional options, press 6. |
Re-Recognition : |
|||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
|||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
|||||||
Commands: State-Specific Behavior |
||||||||||
Commands: Disabled Globals |
||||||||||
StartOver, repeat |
||||||||||
Commands: Confirmations |
||||||||||
Config Parameters |
||||||||||
Parameter |
Value |
|||||||||
-- |
-- |
|||||||||
Developer Notes |
||||||||||
-- |
||||||||||
mm0610_BackoffOtherOptionsMenu_DM
CustomContext Recognition |
|
||||||||
Additional Directed Dialog Main Menu options. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm0610_ini_01 |
You can also set up or change 'Direct Deposit,' 'Apply for Benefits,' request a 'Proof of Income' letter, or get a replacement '1099 Benefits Statement.' Or, for anything else, just say 'It's Something Else.' |
||||||
reprompt |
After 'repeat' or disconfirmation |
mm0610_ree_01 |
You can set up or change 'Direct Deposit,' 'Apply for Benefits,' request a 'Proof of Income' letter, or get a replacement '1099 Benefits Statement.' Or, for anything else, just say 'It's Something Else.' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
?([(set up) change (set up or change)] direct deposit // direct_deposit |
1 |
<backoff_other_options_menu direct_deposit> |
If Necessary |
||||||
apply ?(for benefits) // application |
2 |
<backoff_other_options_menu application> |
If Necessary |
||||||
?([request get] a) proof of income ?letter // proof_of_income |
3 |
<backoff_other_options_menu proof_of_income> |
If Necessary |
||||||
?(get a) ?replacement [1099 (benefits statment) (1099 ?benefits statement)] // benefits_statement |
4 |
<backoff_other_options_menu benefits_statement> |
If Necessary |
||||||
?[it's (i'm calling about)] something else, other // something_else |
5 |
<backoff_other_options_menu something_else> |
If Necessary |
||||||
go back ?(to previous menu) // go_back |
6 |
<backoff_other_options_menu go_back> |
If Necessary |
||||||
repeat, repeat that // repeat |
9 |
<backoff_other_options_menu repeat> |
Never |
||||||
<dtmf_*> // DTMF only |
* |
<backoff_other_options_menu spanish> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
application |
Always |
Prompt : [mm0610_out_01] Okay. Apply for Benefits. |
|||||||
benefits_statement |
Always |
Assign : current_task =benefits_statement |
-- |
||||||
^ |
^ |
Prompt : [mm0610_out_02] Okay. 1099 Statement. |
|||||||
direct_deposit |
Always |
Assign : current_task =direct_deposit |
-- |
||||||
^ |
^ |
Prompt : [mm0610_out_03] Okay. Direct Deposit. |
goto : mm0325_DirectDepositKBA_DS |
||||||
go_back |
Always |
Assign : backoff_menu_go_back =true |
-- |
||||||
^ |
^ |
Prompt : [mm0610_out_04] Sure. Here are those options again... |
goto : mm0600_BackoffMainMenu_DM |
||||||
proof_of_income |
Always |
Assign : current_task =benefits_verification |
-- |
||||||
^ |
^ |
Prompt : [mm0610_out_05] Okay. Proof Of Income. |
goto : mm0500_BEVEKBA_DS |
||||||
something_else |
Always |
Prompt : [mm0610_out_06] Okay. |
goto : mm3000_ABRStatus_DS |
||||||
repeat |
Always |
Prompt : [mm0610_out_07] Sure. |
Re-Recognition : Reprompt |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
application |
Always |
mm0610_cnf_ini_01 |
You want to 'Apply for Benefits.' |
||||||
benefits_statement |
Always |
mm0610_cnf_ini_02 |
You want to get a 'Replacement 1099' statement. |
||||||
direct_deposit |
Always |
mm0610_cnf_ini_03 |
You want 'Direct Deposit.' |
||||||
go_back |
Always |
mm0610_cnf_ini_04 |
You want to 'Go Back' to the previous menu. |
||||||
proof_of_income |
Always |
mm0610_cnf_ini_05 |
You're calling about 'Proof of Income.' |
||||||
something_else |
Always |
mm0610_cnf_ini_06 |
You're calling about 'Something Else.' |
||||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm0610_nm1_01] Let's try again. You can say 'Direct Deposit' or press 1, 'Apply for Benefits' or press 2, 'Proof of Income' or 3, 'Replacement 1099' or 4, 'It's Something Else' or 5, or to go back to the previous menu of options, say 'Go Back' or press 6. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm0610_nm2_01] Sorry. To set up or change direct deposit, press 1. To apply for benefits, press 2. To get a proof of income letter, 3. To get a replacement 1099 benefits statement, 4. For anything else, 5. Or, to go back to the PREVIOUS menu options, press 6. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm0610_ni1_01] To set up or change direct deposit of your Social Security benefits, say 'Direct Deposit' or press 1. To apply for benefits, say 'Apply for Benefits' or press 2. To request a proof of income or benefits verification letter, say 'Proof of Income' or press 3. To get a replacement 1099 benefits statement, say 'Replacement 1099' or press 4. For anything else, say 'It's Something Else' or press 5. Or, to go back to the PREVIOUS menu options, say 'Go Back' or press 6. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm0610_ni2_01] Sorry. To set up or change direct deposit, press 1. To apply for benefits, press 2. To get a proof of income letter, 3. To get a replacement 1099 benefits statement, 4. For anything else, 5. Or, to go back to the PREVIOUS menu options, press 6. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
StartOver, repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm0700_Benefits_DM
CustomContext Recognition |
|
||||||||
Benefits disambiguation menu |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm0700_ini_01 |
Which do you want to do - 'Apply For Benefits,' check the 'Status of a Claim,' set up or change 'Direct Deposit,' or ask about a 'Benefits Payment?' (To hear more options, just say 'Other Options.') |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
apply ?(for ?[(social security) medicare] benefits) // apply |
1 |
<benefits_menu apply> |
If Necessary |
||||||
[claim application] status, ?(check the) status of an [application claim] // application_status |
2 |
<benefits_menu application_status> |
If Necessary |
||||||
?[(set up) change] direct deposit // direct_deposit |
3 |
<benefits_menu direct_deposit> |
If Necessary |
||||||
?(benefits) payment ?(question) // payment |
4 |
<benefits_menu payment> |
If Necessary |
||||||
?(hear) [other more] options // other_options |
5 |
<benefits_menu other_options> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
application_status |
Always |
Assign : current_task =application_status |
-- |
||||||
^ |
^ |
Prompt : [mm0700_out_01] Okay. Claim Status. |
|||||||
apply |
Always |
Prompt : [mm0700_out_02] Okay. Apply for Benefits. |
|||||||
direct_deposit |
Always |
Assign : current_task =direct_deposit |
-- |
||||||
^ |
^ |
Prompt : [mm0700_out_03] Okay. Direct Deposit. |
goto : mm0325_DirectDepositKBA_DS |
||||||
other_options |
Always |
Prompt : [mm0700_out_04] Sure. |
|||||||
payment |
Always |
Prompt : [mm0700_out_05] Okay. Payments. |
goto : mm1900_ReceivingBenefits_DM |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
application_status |
Always |
mm0700_cnf_ini_01 |
You're calling about the 'Status of a Claim.' Right? |
||||||
apply |
Always |
mm0700_cnf_ini_02 |
Sounds like you're calling for help with an application. Is that right? |
||||||
direct_deposit |
Always |
mm0700_cnf_ini_03 |
You want 'Direct Deposit.' Right? |
||||||
other_options |
Always |
mm0700_cnf_ini_04 |
You'd like to hear more options. Right? |
||||||
payment |
Always |
mm0700_cnf_ini_05 |
You want 'Payments.' Right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm0700_nm1_01] Let's try again... You can say 'Apply For Benefits' or press 1, 'Claim Status' or press 2, 'Direct Deposit' or 3, 'Benefits Payment' or 4, Or to hear more options, just say 'Other Options' or press 5. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm0700_nm2_01] Sorry. To get help with an application for benefits, press 1. To check the status of a claim or application you've ALREADY filed, press 2. If you'd like to set up or change direct deposit of your benefits payments, press 3. For questions about your benefits payments, press 4. Or to hear additional benefits options, press 5. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm0700_ni1_01] To get help with an application for Social Security or Medicare benefits, say 'Apply For Benefits' or press 1. To check the status of a claim or application you've ALREADY filed, say 'Claim Status' or press 2. If you'd like to set up or change direct deposit of your benefits payments, say 'Direct Deposit' or press 3. For questions about your benefits payments, say 'Benefits Payment' or press 4. Or to hear additional benefits options, just say 'Other Options' or press 5. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm0700_ni2_01] Sorry. To get help with an application for benefits, press 1. To check the status of a claim or application you've ALREADY filed, press 2. If you'd like to set up or change direct deposit of your benefits payments, press 3. For questions about your benefits payments, press 4. Or to hear additional benefits options, press 5. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm0800_BenefitsApplicationMenu_DM
CustomContext Recognition |
|
||||||||
Benefits application disambiguation menu. |
|||||||||
Entering From |
|||||||||
mm0210_SFMainMenu_DM, mm0700_Benefits_DM, mm0610_BackoffOtherOptionsMenu_DM |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
First entry |
mm0800_ini_01 |
Now, which are you calling about - 'Social Security Benefits' (including disability, survivor, retirement, or supplemental security income), 'Medicare and Prescription Drug Benefits,' or 'Something Else?' |
||||||
reprompt |
After 'repeat' or disconfirmation |
mm0800_ree_01 |
Which are you calling about - 'Social Security Benefits,' 'Medicare and Prescription Drug Benefits,' or 'Something Else?' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
[(social security) disability survivor retirement, '(supplemental security ?income)] benefits // social_security |
1 |
<benefits_application_menu social_security> |
If Necessary |
||||||
[medicare (medicare or prescription ?drug) (prescription ?drug) drug] benefits // medicare |
2 |
<benefits_application_menu medicare> |
If Necessary |
||||||
?[it's (i'm calling about)] something else, other // something_else |
3 |
<benefits_application_menu something_else> |
If Necessary |
||||||
repeat, repeat that // repeat |
9 |
<benefits_application_menu repeat> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
medicare |
Always |
Prompt : [mm0800_out_01] Okay. Medicare. |
goto : mm1700_MedicareApplyMenu_DM |
||||||
social_security |
Always |
Prompt : [mm0800_out_02] Okay. Social Security. |
|||||||
something_else |
Always |
Prompt : [mm0800_out_03] Okay. |
goto : mm3000_ABRStatus_DS |
||||||
repeat |
Always |
Prompt : [mm0800_out_04] Sure. |
Re-Recognition : Reprompt |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
medicare |
Always |
mm0800_cnf_ini_01 |
You're calling about 'Medicare Benefits.' |
||||||
social_security |
Always |
mm0800_cnf_ini_02 |
You're calling about 'Social Security Benefits.' |
||||||
something_else |
Always |
mm0800_cnf_ini_03 |
You're calling about 'Something Else.' |
||||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm0800_nm1_01] Let's try again. You can say 'Social Security Benefits' or press 1, 'Medicare Benefits' or press 2, or for anything else, say 'It's Something Else' or press 3. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm0800_nm2_01] Sorry. For help applying for Social Security benefits (including disability, survivor, retirement, or supplemental security income), press 1. For Medicare benefits (including Prescription Drug benefits), press 2. Or, for anything else, press 3. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm0800_ni1_01] For help applying for Social Security benefits (including disability, survivor, retirement, or supplemental security income), say 'Social Security Benefits' or press 1. For Medicare benefits (including Prescription Drug benefits), say 'Medicare Benefits' pr press 2. Or, for anything else, just say 'It's Something Else' or press 3. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm0800_ni2_01] Sorry. For help applying for Social Security benefits (including disability, survivor, retirement, or supplemental security income), press 1. For Medicare benefits (including Prescription Drug benefits), press 2. Or, for anything else, press 3. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm0810_ApplicationStatusQuestion_DM
CustomContext Recognition |
|
||||||||
Asks the caller if he/she is calling about an existing application. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm0810_ini_01 |
Are you calling about a claim you've already filed? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes // yes |
1 |
<application_status_yesno yes> |
Never |
||||||
no // no |
2 |
<application_status_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
Always |
Prompt : [mm0810_out_01] To apply for benefits you'll need to speak to someone. |
goto : mm3000_ABRStatus_DS |
||||||
yes |
Always |
Assign : current_task =application_status |
-- |
||||||
^ |
^ |
Prompt : [mm0810_out_02] All right. |
|||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm0810_nm1_01] Let's try again...ARE you calling about a claim or application you've already filed? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm0810_nm2_01] Sorry. If you're calling about a claim you've ALREADY filed with us, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm0810_ni1_01] If you ARE calling about a claim or application you've already filed, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm0810_ni2_01] Sorry. If you're calling about a claim you've ALREADY filed with us, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm0900_BenefitsMoreOptions_DM
CustomContext Recognition |
|
||||||||
Additional Benefits options menu. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
First entry |
mm0900_ini_01 |
Here are some more benefits options - you can say 'Proof of Income,' 'Earnings Statement,' 'Update Personal Information,' 'Forms,' 'Pamphlets,' or for anything else, just say 'It's Something Else.' |
||||||
reprompt |
After 'repeat' or disconfirmation |
mm0900_ree_01 |
Which are you calling about - you can say 'Proof of Income,' 'Earnings Statement,' 'Update Personal Information,' 'Forms,' 'Pamphlets,' or for anything else, just say 'It's Something Else.' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
proof of income ?letter // proof_of_income |
1 |
<benefits_other_options_menu proof_of_income> |
If Necessary |
||||||
[benefits earnings] statment, 1099 // earnings_statement |
2 |
<benefits_other_options_menu earnings_statement> |
If Necessary |
||||||
update ?(?my ?personal information ?on file)) // update |
3 |
<benefits_other_options_menu update> |
If Necessary |
||||||
forms // forms |
4 |
<benefits_other_options_menu forms> |
If Necessary |
||||||
pamphlets // pamphlets |
5 |
<benefits_other_options_menu pamphlets> |
If Necessary |
||||||
?[it's (i'm calling about)] something else, other // something_else |
6 |
<benefits_other_options_menu something_else> |
If Necessary |
||||||
repeat, repeat that // repeat |
9 |
<benefits_other_options_menu repeat> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
earnings_statement |
Always |
Prompt : [mm0900_out_01] Okay. Earnings Statement. |
goto : mm2400_EarningsMenu_DM |
||||||
forms |
Always |
Prompt : [mm0900_out_02] All right. Forms. |
goto : mm2300_FormsGeneral_DM |
||||||
pamphlets |
Always |
Assign : current_task =transcription_pamphlet |
-- |
||||||
^ |
^ |
Prompt : [mm0900_out_03] All right. Pamphlets. |
goto : mm0545_TranscriptionKBA_DS |
||||||
proof_of_income |
Always |
Prompt : [mm0900_out_04] All right. Proof of Income. |
-- |
||||||
^ |
^ |
Assign : current_task =benefits_verification |
goto : mm0500_BEVEKBA_DS |
||||||
something_else |
Always |
Prompt : [mm0900_out_05] Okay. |
goto : mm3000_ABRStatus_DS |
||||||
update |
Always |
Prompt : [mm0900_out_06] Okay. Update Information. |
goto : mm0910_UpdatePersonalInfo_DM |
||||||
repeat |
Always |
Prompt : [mm0900_out_07] Sure. |
Re-Recognition : Reprompt |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
earnings_statement |
Always |
mm0900_cnf_ini_01 |
You're calling about an 'Earnings Statement.' |
||||||
forms |
Always |
mm0900_cnf_ini_02 |
You want 'Forms.' |
||||||
pamphlets |
Always |
mm0900_cnf_ini_03 |
You want 'Pamphlets.' |
||||||
proof_of_income |
Always |
mm0900_cnf_ini_04 |
You're calling about 'Proof of Income.' |
||||||
something_else |
Always |
mm0900_cnf_ini_05 |
You're calling about 'Something Else.' |
||||||
update |
Always |
mm0900_cnf_ini_06 |
You want to 'Update Personal Information.' |
||||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm0900_nm1_01] Let's try again. You can say 'Proof of Income' or press 1, 'Earnings Statement' or press 2, Update Personal Information' or 3, 'Forms' or 4, 'Pamphlets' or 5, or say 'It's Something Else' or press 6. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm0900_nm2_01] Sorry. If you need proof of your Social Security income, press 1. For a copy of your annual earnings statement or '1099 form,' press 2. To update personal information you have on file (name or address changes, for example), press 3. To hear about Social Security forms, press 4. To receive information about Social Security benefits in the mail, press 5. Or, for anything else, press 6. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm0900_ni1_01] For a proof of Social Security income letter, say 'Proof of Income' or press 1. For a copy of your annual earnings statement or '1099 form,' say 'Earnings Statement' or press 2. To update personal information you have on file (name or address changes, for example), say 'Update Information' or press 3. To hear about Social Security forms (other than proof of income or a 1099), say 'Forms' or press 4. To receive information about Social Security benefits in the mail, say 'Pamphlets' or press 5. Or, for anything else, just say 'It's Something Else' or press 6. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm0900_ni2_01] Sorry. If you need proof of your Social Security income, press 1. For a copy of your annual earnings statement or '1099 form,' press 2. To update personal information you have on file (name or address changes, for example), press 3. To hear about Social Security forms, press 4. To receive information about Social Security benefits in the mail, press 5. Or, for anything else, press 6. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm0910_UpdatePersonalInfo_DM
CustomContext Recognition |
|
||||||||
'Update Personal Information' disambiguation menu |
|||||||||
Entering From |
|||||||||
mm0210_SFMainMenu_DM, mm0600_BackoffMainMenu_DM, mm0900_BenefitsMoreOptions_DM |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm0910_ini_01 |
Which do you want to update - your 'Name,' your 'Address,' 'Direct Deposit Information' (like bank information), or 'Something Else?' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
?(i [want need] to [change update] my) name, [change update] name, name change // name |
1 |
<benefits_update_information_menu name> |
If Necessary |
||||||
?(i [want need] to [change update] my) address, [change update] address, address change // address |
2 |
<benefits_update_information_menu address> |
If Necessary |
||||||
?(i [want need] to [change update] my) direct deposit ?information, [change update] direct deposit ?information, direct deposit change |
3 |
<benefits_update_information_menu direct_deposit> |
If Necessary |
||||||
?[it's (i'm calling about)] something else, other // something_else |
4 |
<benefits_update_information_menu something_else> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
address |
Always |
Assign : current_task =change_address |
-- |
||||||
^ |
^ |
Prompt : [mm0910_out_01] All right. Change your Address. |
goto : mm0305_ChangeOfAddressKBA_DS |
||||||
direct_deposit |
Always |
Assign : current_task =direct_deposit |
-- |
||||||
^ |
^ |
Prompt : [mm0910_out_02] All right. Direct Deposit. |
goto : mm0325_DirectDepositKBA_DS |
||||||
name |
Always |
Assign : card_action =Undefined |
-- |
||||||
^ |
^ |
Prompt : [mm0910_out_03] All right. Name Change. |
goto : mm1420_SSUpdateMsg_PP |
||||||
something_else |
Always |
Prompt : [mm0910_out_04] All right. |
goto : mm3000_ABRStatus_DS |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
address |
Always |
mm0910_cnf_ini_01 |
You'd like to change your 'Address.' |
||||||
direct_deposit |
Always |
mm0910_cnf_ini_02 |
You'd like to change your Direct Deposit information. |
||||||
name |
Always |
mm0910_cnf_ini_03 |
You'd like to change your 'Name.' |
||||||
something_else |
Always |
mm0910_cnf_ini_04 |
You're calling about 'Something Else.' |
||||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm0910_nm1_01] Let's try again. You can say 'Name' or press 1, 'Address' or press 2, 'Direct Deposit' or 3, OR for anything else, say 'It's Something Else' or press 4. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm0910_nm2_01] Sorry. To change the NAME we have on file for you, press 1. To change your ADDRESS, press 2. For changes to Direct Deposit information, press 3. Or, to change anything else, press 4. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm0910_ni1_01] To change the NAME we have on file for you (for example, if you've gotten married or had a legal name change), say 'name' or press 1. To change your ADDRESS, say 'Address' or press 2. (To change BOTH, just choose the one you'd like to start with). For changes to your Direct Deposit information (like bank information), say 'Direct Deposit' or press 3. Or, to change anything else, just say 'It's Something Else' or press 4. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm0910_ni2_01] Sorry. To change the NAME we have on file for you, press 1. To change your ADDRESS, press 2. For changes to Direct Deposit information, press 3. Or, to change anything else, press 4. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1100_SocialSecurityCardsMenu_DM
CustomContext Recognition |
|
||||||||
Social Security Cards disambiguation menu |
|||||||||
Entering From |
|||||||||
mm0210_SFMainMenu_DM, mm1300_WhichCard_DM, mm1310_BothCardsMsg_PP, mm0050_EntryRouting_DS |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm1100_ini_01 |
Which of these would you like to do - get a 'Replacement Social Security Card,' 'APPLY for a Social Security Number,' 'Update Your Personal Information,' or 'Something Else?' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
?(get a) replacement ?(social security) card, replace my ?(social security) card // replacement_card |
1 |
<card_menu_social_security replacement_card> |
If Necessary |
||||||
apply ?(for a social security number) // new_card |
2 |
<card_menu_social_security new_card> |
If Necessary |
||||||
update ?(?my ?personal information) // update |
3 |
<card_menu_social_security update> |
If Necessary |
||||||
?[it's (i'm calling about)] something else, other // something_else |
4 |
<card_menu_social_security something_else> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
new_card |
Always |
Assign : card_action =new |
-- |
||||||
^ |
^ |
Prompt : [mm1100_out_01] Okay. Apply for a Social Security Number. |
goto : mm1410_SSNewMsg_PP |
||||||
replacement_card |
Always |
Assign : card_action =replace |
-- |
||||||
^ |
^ |
Prompt : [mm1100_out_02] Okay. Replacement Card. |
goto : mm1400_SSReplacementMsg_PP |
||||||
update |
Always |
Assign : card_action =update |
-- |
||||||
^ |
^ |
Prompt : [mm1100_out_03] Okay. Update Information. |
goto : mm1110_UpdatePersonalInfo_DM |
||||||
something_else |
Always |
Prompt : [mm1100_out_04] Okay. |
goto : mm3000_ABRStatus_DS |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
new_card |
Always |
mm1100_cnf_ini_01 |
You're calling to 'Apply for a Social Security Number.' |
||||||
replacement_card |
Always |
mm1100_cnf_ini_02 |
You're calling about a 'Replacement Card.' |
||||||
something_else |
Always |
mm1100_cnf_ini_03 |
You're calling about 'Something Else.' |
||||||
update |
Always |
mm1100_cnf_ini_04 |
You want to 'Update Personal Information.' |
||||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1100_nm1_01] Let's try again. You can say 'Replacement Card' or press 1, 'Apply for a Number' or press 2, 'Update Personal Information' or 3, OR for anything else, say 'It's Something Else' or press 4. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm1100_nm2_01] Sorry. To get a REPLACEMENT Social Security card, press 1. If you've never had a social security number and you need to apply for one, press 2. To update personal information you have on file, press 3. Or for anything else, press 4. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm1100_ni1_01] To get a REPLACEMENT Social Security card, say 'Replacement Card' or press 1. If you've never had a social security number and you need to apply for one, say 'Apply for a Number' or press 2. To update personal information you have on file (name or address changes, for example), say 'Update Personal Information' or press 3. Or for anything else, just say 'It's Something Else' or press 4. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm1100_ni2_01] Sorry. To get a REPLACEMENT Social Security card, press 1. If you've never had a social security number and you need to apply for one, press 2. To update personal information you have on file, press 3. Or for anything else, press 4. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1105_MedicareCardsMenu_DM
CustomContext Recognition |
|
||||||||
Medicare Cards disambiguation menu |
|||||||||
Entering From |
|||||||||
mm1300_WhichCard_DM, mm1430_SocialSecurityCardMenu_DM, mm1520_GetForm_DM, mm1600_SubmitForm_DM, mm0320_FieldOfficeLocator_SD, mm1510_CitizenDocumentsMsgPart1_DM, mm1512_CitizenDocumentsMsgPart2_DM, mm1515_NonCitizenDocumentsMsgPart1_DM, mm1517_NonCitizenDocumentsMsgPart2_DM, mm1519_NonCitizenDocumentsMsgPart3_DM, mm1530_WebsiteInstructions_DM |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm1105_ini_01 |
Which of these would you like to do - get a 'Replacement Medicare Card,' 'APPLY for a Card,' or 'Something Else?' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
?(get a) replacement ?medicare card, replace my ?medicare card // replacement_card |
1 |
<card_menu_medicare replacement_card> |
If Necessary |
||||||
apply for a ?medicare card // new_card |
2 |
<card_menu_medicare new_card> |
If Necessary |
||||||
?[it's (i'm calling about)] something else, other // something_else |
3 |
<card_menu_medicare something_else> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
new_card |
Always |
Assign : card_action =new |
-- |
||||||
^ |
^ |
Prompt : [mm1105_out_01] Okay. Get a New Card. |
goto : mm1700_MedicareApplyMenu_DM |
||||||
replacement_card |
Always |
Assign : current_task =card_medicare |
-- |
||||||
^ |
^ |
Assign : card_action =replace |
-- |
||||||
^ |
^ |
Prompt : [mm1105_out_02] Okay. Replacement Card. |
goto : mm0560_MRCKBA_DS |
||||||
something_else |
Always |
Prompt : [mm1105_out_03] Okay. |
goto : mm3000_ABRStatus_DS |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
new_card |
Always |
mm1105_cnf_ini_01 |
You're calling to 'Apply for a Card.' |
||||||
replacement_card |
Always |
mm1105_cnf_ini_02 |
You're calling about a 'Replacement Card.' |
||||||
something_else |
Always |
mm1105_cnf_ini_03 |
You're calling about 'Something Else.' |
||||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1105_nm1_01] Let's try again. You can say 'REPLACEMENT Card' or press 1, 'Apply for a Card' or press 2, or for anything else, say 'It's Something Else' or press 3. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm1105_nm2_01] Sorry. To get a REPLACEMENT card, press 1. If you've never had a Medicare card and you need to apply for one, say 'Apply for a Card' or press 2. Or for anything else, press 3. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm1105_ni1_01] To get a REPLACEMENT card, say 'Replacement Card' or press 1. For help applying for a NEW Medicare card, say 'Apply for a Card' or press 2. Or for anything else, just say 'It's Something Else' or press 3. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm1105_ni2_01] Sorry. To get a REPLACEMENT card, press 1. If you've never had a Medicare card and you need to apply for one, say 'Apply for a Card' or press 2. Or for anything else, press 3. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1110_UpdatePersonalInfo_DM
CustomContext Recognition |
|
||||||||
Update Personal Information disambiguation menu |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm1110_ini_01 |
Which do you want to update - your 'Name,' your 'Address,' or 'Something Else?' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
?(i [want need] to [change update] my) name, [change update] name, name change // name |
1 |
<cards_update_information_menu name> |
If Necessary |
||||||
?(i [want need] to [change update] my) address, [change update] address, address change // address |
2 |
<cards_update_information_menu address> |
If Necessary |
||||||
?[it's (i'm calling about)] something else, other // something_else |
3 |
<cards_update_information_menu something_else> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
address |
Always |
Assign : current_task =change_address |
-- |
||||||
^ |
^ |
Prompt : [mm1110_out_01] All right. Change your Address. |
goto : mm0305_ChangeOfAddressKBA_DS |
||||||
name |
Always |
Assign : card_action =Undefined |
-- |
||||||
^ |
^ |
Prompt : [mm1110_out_02] All right. Name Change. |
goto : mm1420_SSUpdateMsg_PP |
||||||
something_else |
Always |
Prompt : [mm1110_out_03] All right. |
goto : mm3000_ABRStatus_DS |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
address |
Always |
mm1110_cnf_ini_01 |
You'd like to change your 'Address.' |
||||||
name |
Always |
mm1110_cnf_ini_02 |
You'd like to change your 'Name.' |
||||||
something_else |
Always |
mm1110_cnf_ini_03 |
You're calling about 'Something Else.' |
||||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1110_nm1_01] Let's try again. You can say 'Name' or press 1, 'Address' or press 2, OR for anything else, say 'It's Something Else' or press 3. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm1110_nm2_01] Sorry. To change the NAME we have on file for you, press 1. To change your ADDRESS, press 2. Or, to change anything else, press 3. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm1110_ni1_01] To change the NAME we have on file for you (for example, if you've gotten married or had a legal name change), say 'name' or press 1. To change your ADDRESS, say 'Address' or press 2. (To change BOTH, just choose the one you'd like to start with). Or, to change anything else, just say 'It's Something Else' or press 3. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm1110_ni2_01] Sorry. To change the NAME we have on file for you, press 1. To change your ADDRESS, press 2. Or, to change anything else, press 3. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1210_InternetAddress_DM
CustomContext Recognition |
|
||||||||
Internet Address message |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm1210_ini_01 |
You can find our website at 'social security dot G O V.' |
||||||
initial |
^ |
mm1210_ini_02 |
<500ms silence> |
||||||
initial |
^ |
mm1210_ini_03 |
To hear a detailed list of the services available online, say 'Details.' If you're experiencing trouble online, say 'Problem.' Otherwise, just hold on and I'll take you back to the Main Menu... |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
repeat ?that // repeat |
1 |
<internet_address_menu repeat> |
Never |
||||||
?hear ?website details, details about ?the website // details |
2 |
<internet_address_menu details> |
If Necessary |
||||||
trouble online, problem, online problem // problem |
3 |
<internet_address_menu problem> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
repeat |
Always |
Prompt : [mm1210_out_01] Sure. |
goto : mm1210_InternetAddress_DM |
||||||
details |
Always |
Prompt : [mm1210_out_01] Sure. |
|||||||
problem |
Always |
Prompt : [mm1210_out_02] Okay. |
goto : mm3000_ABRStatus_DS |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
details |
Always |
mm1210_cnf_ini_01 |
You want to hear more Details. |
||||||
problem |
Always |
mm1210_cnf_ini_02 |
You're having trouble when you visit our website. |
||||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1210_nm1_01] Let's try again. You can say 'Repeat That' or press 1, 'Details' or press 2, 'Problem' or press 3, OR if you're finished, just hang up. Otherwise, hold on and I'll take you back to the Main Menu... |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm1210_nm2_01] Sorry. To hear that web address again, press 1. For more details about our website, press 2. If your experiencing problems when you go to our website, press 3. Or if you're finished, feel free to hang up. Otherwise, just hold on and I'll take you back to the Main Menu... |
Re-Recognition : |
||||||
nomatch 3 |
If office_hours=true |
Prompt : [mm1210_nm3_01] Sorry we're having trouble. To speak with someone, say 'Agent.' Otherwise,... |
goto : mm0200_SFToggle_DS |
||||||
nomatch 3 |
Else (office_hours=false) |
Prompt : [mm1210_nm3_02] Sorry we're having trouble. Let's keep going... |
goto : mm0200_SFToggle_DS |
||||||
noinput 1 |
-- |
-- |
goto : mm0200_SFToggle_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1220_InternetInformation_DM
CustomContext Recognition |
|
||||||||
Internet 'more information' message |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm1220_ini_01 |
In addition to general information, on the website you can apply for retirement, disability, or spouse's benefits; find the location, hours of operation, and directions for your nearest local Social Security office; download forms to apply for a new or replacement Social Security card, or to change or correct the name on your Social Security account. You can use the online Social Security Benefits Planner to calculate an estimate of future Social Security benefits, or the Benefit Eligibility Screening Tool to find out what benefits you might be eligible for. You can also request a replacement Medicare card; a benefit verification or 'proof of income' letter, with information about your Social Security and SSI eligibility and benefit amounts; or a replacement 1099 Social Security Benefit Statement summarizing the Social Security benefits you received during the previous year. |
||||||
initial |
^ |
mm1220_ini_02 |
<500ms silence> |
||||||
initial |
^ |
mm1220_ini_03 |
The web address, again, is 'social security dot G O V. |
||||||
initial |
^ |
mm1220_ini_04 |
<500ms silence> |
||||||
initial |
^ |
mm1220_ini_05 |
Now, would you like to hear that again? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes // yes |
1 |
<internet_information_yesno yes> |
Never |
||||||
no // no |
2 |
<internet_information_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
Always |
Prompt : [mm1220_out_01] All right. If you're finished, feel free to hang up. Otherwise, just hang on and I'll take you back to the Main Menu. |
goto : mm0200_SFToggle_DS |
||||||
yes |
Always |
Prompt : [mm1220_out_02] Sure. |
Re-Recognition : Reprompt |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1220_nm1_01] Let's try again...Would you like to hear the website information again? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm1220_nm2_01] Sorry. To hear the information about the Social Security Administration website again, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Prompt : [mm1220_nm3_01] Sorry we're having trouble. Let's keep going... |
goto : mm0200_SFToggle_DS |
||||||
noinput 1 |
Always |
Prompt : [mm1220_ni1_01] If you'd like to hear the website information again, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
Always |
Prompt : [mm1220_ni2_01] Let's keep going... |
goto : mm0200_SFToggle_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1300_WhichCard_DM
CustomContext Recognition |
|
||||||||
Which Card (Social Security or Medicare) question |
|||||||||
Entering From |
|||||||||
mm0210_SFMainMenu_DM, mm0600_BackoffMainMenu_DM, mm0470_ReplacementDisambig_DM |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm1300_ini_01 |
Which are you calling about - a 'Social Security Card,' a 'Medicare Card,' 'Both Cards,' or 'Something Else?' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
?(i'm calling about [a my]) social security ?card // social_security |
1 |
<which_card_menu social_security> |
If Necessary |
||||||
?(i'm calling about [a my]) medicare ?card // medicare |
2 |
<which_card_menu medicare> |
If Necessary |
||||||
?(i'm calling about) both ?[cards (of them)] // both |
3 |
<which_card_menu both> |
If Necessary |
||||||
?[it's (i'm calling about)] something else, other, ?[(a different) another] card // something_else |
4 |
<which_card_menu something_else> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
both |
Always |
Assign : current_task =card_social_security |
-- |
||||||
^ |
^ |
Assign : card_type =both |
-- |
||||||
^ |
^ |
Prompt : [mm1300_out_01] Okay. |
goto : mm1310_BothCardsMsg_PP |
||||||
medicare_card |
Always |
Assign : card_type =medicare |
-- |
||||||
^ |
^ |
Prompt : [mm1300_out_02] Okay. Medicare. |
goto : mm1105_MedicareCardsMenu_DM |
||||||
something_else |
Always |
Prompt : [mm1300_out_03] Okay |
goto : mm3000_ABRStatus_DS |
||||||
ss_card |
Always |
Assign : card_type =social_security |
-- |
||||||
^ |
^ |
Prompt : [mm1300_out_04] Okay. Social Security. |
|||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
both |
Always |
mm1300_cnf_ini_01 |
You're calling about BOTH cards. |
||||||
medicare |
Always |
mm1300_cnf_ini_02 |
You're calling about a Medicare card. |
||||||
social_security |
Always |
mm1300_cnf_ini_03 |
You're calling about a Social Security card. |
||||||
something_else |
Always |
mm1300_cnf_ini_04 |
You're calling about 'Something Else.' |
||||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1300_nm1_01] Let's try again. You can say 'Social Security' or press 1, 'Medicare' or press 2, 'Both Cards' or 3, OR for anything else, say 'It's Something Else' or press 4. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm1300_nm2_01] Sorry. If you're calling about a Social Security card, press 1. For a Medicare card, press 2. If you'd like help with BOTH cards, press 3. Or, for anything else, press 4. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm1300_ni1_01] For help with a Social Security card, say 'Social Security' or press 1. For help with Medicare cards, say 'Medicare' or press 2. If you'd like help with BOTH Social Security AND Medicare cards, just say 'Both' or press 3. Or, for anything else, say 'It's Something Else' or press 4. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm1300_ni2_01] Sorry. If you're calling about a Social Security card, press 1. For a Medicare card, press 2. If you'd like help with BOTH cards, press 3. Or, for anything else, press 4. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1310_BothCardsMsg_PP
Play Prompt |
|
|||||
If caller chooses 'both [cards]' at mm1300_WhichCard_DM, plays message |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
mm1310_out_01 |
We'll have to handle the two cards one at a time. We'll do the Social Security card first. After we've done that, we'll take care of the Medicare Card. |
|||
initial |
^ |
mm1310_out_02 |
<1000ms silence> |
|||
initial |
^ |
mm1310_out_03 |
Now, the Social Security Card. |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
-- |
|||||
Developer Notes |
||||||
-- |
||||||
mm1400_SSReplacementMsg_PP
Play Prompt |
|
|||||
Social Security replacement card message |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
mm1400_out_01 |
There's no charge to get a replacement card. To order one, you need to fill out an 'Application for a Social Security Card' (it's called 'form S S 5') and show proof of your identity and, if you weren't born in the U.S., proof of citizenship. You should know that, after you submit it, it might take a few weeks to get a reply. |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
-- |
|||||
Developer Notes |
||||||
-- |
||||||
mm1410_SSNewMsg_PP
Play Prompt |
|
|||||
New Social Security Card message. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
mm1410_out_01 |
There's no charge to get a Social Security number and card. For newborns, it's usually taken care of by the hospital when they're born. For everyone else, you'll need to fill out an 'Application for a Social Security Card' (it's called 'form S S 5') and show proof of your age, identity, and U.S. citizenship. If you're not a citizen, you need to show proof that you have current lawful, work-authorized immigration status. If you're NOT authorized to work, you'll have to prove that you have a valid non-work reason for requesting a card. |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
-- |
|||||
Developer Notes |
||||||
-- |
||||||
mm1420_SSUpdateMsg_PP
Play Prompt |
|
|||||
Update personal Information message. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
mm1420_out_01 |
There's no charge to correct or change your information. To make changes or corrections, you need to fill out an 'Application for a Social Security Card' (it's called 'form S S 5') and show proof of your identity AND documents to support the change and the reason for making it (a legal name change, for example). If you weren't born in the United States, you also need to prove your U.S. citizenship or current lawful, work-authorized immigration status. |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
-- |
|||||
Developer Notes |
||||||
-- |
||||||
mm1430_SocialSecurityCardMenu_DM
CustomContext Recognition |
|
||||||||
Social Security Card task disambiguation menu. |
|||||||||
Entering From |
|||||||||
mm1400_SSReplacementMsg_PP, mm1410_SSNewMsg_PP, mm1420_SSUpdateMsg_PP |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
First entry |
mm1430_ini_01 |
Now, tell me which you'd like to do - 'Get an Application Form,' get help 'Filling Out a Form,' 'Submit a Form,' get information about 'Supporting Documents,' or 'Find a Social Security Office.' Or, for anything else, just say 'It's Something Else.' |
||||||
reprompt |
After 'repeat' or disconfirmation |
mm1430_ree_01 |
Which would you like to do - 'Get an Application Form,' get help 'Filling Out a Form,' 'Submit a Form,' get information about 'Supporting Documents,' or 'Find a Social Security Office.' Or, for anything else, just say 'It's Something Else.' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
get ?an application ?form // get_form |
1 |
<social_security_card_menu get_form> |
If Necessary |
||||||
?(get help with) ?[a (an application)] form // help_with_form |
2 |
<social_security_card_menu help_with_form> |
If Necessary |
||||||
submit ?an [(application ?form) form] // submit_form |
3 |
<social_security_card_menu submit_form> |
If Necessary |
||||||
?(get information about) ?supporting [documents documentation] // documents |
4 |
<social_security_card_menu documents> |
If Necessary |
||||||
?(find a) ?(social security ?field) office // office |
5 |
<social_security_card_menu office> |
If Necessary |
||||||
?[it's (i'm calling about)] something else, other // something_else |
6 |
<social_security_card_menu something_else> |
If Necessary |
||||||
repeat, repeat that // repeat |
9 |
<social_security_card_menu repeat> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
documents |
Always |
Prompt : [mm1430_out_01] All right. Supporting Documents. |
|||||||
get_form |
Always |
Prompt : [mm1430_out_02] All right. Get a Form. |
goto : mm1520_GetForm_DM |
||||||
help_with_form |
Always |
Prompt : [mm1430_out_03] All right. |
goto : mm3000_ABRStatus_DS |
||||||
office |
Always |
Assign : current_task =field_office_locator |
-- |
||||||
^ |
^ |
Prompt : [mm1430_out_04] All right. Office Locations. |
goto : mm0320_FieldOfficeLocator_SD |
||||||
something_else |
If card_type=both |
Prompt : [mm1430_out_05] All right. We'll get to that. First let's take care of your Medicare card... |
goto : mm1105_MedicareCardsMenu_DM |
||||||
^ |
Else |
Assign : card_type =Undefined |
-- |
||||||
^ |
^ |
Prompt : [mm1430_out_06] All right. |
goto : mm3000_ABRStatus_DS |
||||||
submit_form |
Always |
Prompt : [mm1430_out_07] All right. Submit Form. |
goto : mm1600_SubmitForm_DM |
||||||
repeat |
Always |
Prompt : [mm1430_out_08] Sure. |
Re-Recognition : Reprompt |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
documents |
Always |
mm1430_cnf_ini_01 |
You'd like information about Supporting Documents. |
||||||
get_form |
Always |
mm1430_cnf_ini_02 |
You'd like help Getting a Form. |
||||||
help_with_form |
Always |
mm1430_cnf_ini_03 |
You'd like help Filling Out a Form. |
||||||
office |
Always |
mm1430_cnf_ini_04 |
You're calling to find a Social Security office. |
||||||
something_else |
Always |
mm1430_cnf_ini_05 |
You're calling about 'Something Else.' |
||||||
submit_form |
Always |
mm1430_cnf_ini_06 |
You'd like help Submitting a Form. |
||||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1430_nm1_01] Let's try again. You can say 'Get an Application' or press 1, help 'Filling Out a Form' or press 2, 'Submit a Form' or 3, 'Supporting Documents' or 4, 'Find an Office' or 5, or for anything else, say 'Something Else' or press 6. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm1430_nm2_01] Sorry. To get a copy of the 'S S 5 Form,' press 1. For help filling out the form, press 2. To get instructions for submitting the form, press 3. To hear about the supporting documents you'll need to provide, press 4. To find a Social Security office, press 5. Or, for anything else, press 6. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm1430_ni1_01] For help getting a copy of the 'S S 5 Form' you use to apply for benefits, say 'Get an Application' or press 1. For help filling out the form, say 'Fill Out Form' or press 2. To get instructions for submitting the form, say 'Submit Form' or press 3. To hear information about the documents you'll need to provide when you make an application, say 'Supporting Documents' or press 4. To find a Social Security office in your area, say 'Office Locations' or press 5. Or, for anything else, just say 'It's Something Else' or press 6. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm1430_ni2_01] Sorry. To get a copy of the 'S S 5 Form,' press 1. For help filling out the form, press 2. To get instructions for submitting the form, press 3. To hear about the supporting documents you'll need to provide, press 4. To find a Social Security office, press 5. Or, for anything else, press 6. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1500_CitizenshipQuestion_DM
CustomContext Recognition |
|
||||||||
asks the caller if he/she is a US citizen in order to provide appropriate information about supporting documents |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm1500_ini_01 |
Is the person who needs the card a United States citizen? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes ?[(i am) ([he she] is)] // yes |
1 |
<citizenship_question_yesno yes> |
Never |
||||||
no ?[(i'm not) ([he she] isn't)] // no |
2 |
<citizenship_question_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
yes |
Always |
Prompt : [mm1500_out_01] Okay. |
|||||||
no |
Always |
Prompt : [mm1500_out_02] No problem. |
|||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1500_nm1_01] Let's try again... IS the person applying for a card a U.S. citizen? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm1500_nm2_01] Sorry. If the person applying is a U.S. citizen, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm1500_ni1_01] The kinds of documentation we need depends, in part, on whether the person who's applying for benefits is a U.S. citizen. So, if the person who's applying IS a citizen, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm1500_ni2_01] Sorry. If the person applying is a U.S. citizen, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1510_CitizenDocumentsMsgPart1_DM
CustomContext Recognition |
|
||||||||
First section of informational message about Supporting Documents needed to apply or change personal information for U.S. citizens. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm1510_ini_01 |
I have a lot of information, which I'll give to you in two parts. (And just so you know, all of this information can be found on the back of the Application form). Now, Here's the first part. Your proof of identity must show your legal name, and we can accept any of the following: your U.S. driver's license, your U.S. state-issued ID, or your U.S. passport. If you don't have any of those, we may accept other documents, like a U.S. military ID, a Certificate of Naturalization, or an employee identity card. For young children, we may accept medical records maintained by the child's medical provider, a final adoption decree, a school ID card or records maintained by the school. But, we CANNOT accept birth certificates as proof of identity. |
||||||
initial |
^ |
mm1510_ini_02 |
<1000ms silence> |
||||||
initial |
^ |
mm1510_ini_03 |
To hear that again, say 'Repeat That.' Otherwise, to hear more information about supporting documents, say 'Keep Going.' Or, if you're finished, just say 'I'm Finished.' |
||||||
reprompt |
(after disconfirmation) |
mm1510_ree_01 |
To hear the information again, say 'Repeat That.' Otherwise, to hear more information about supporting documents, say 'Keep Going.' Or, if you're finished, just say 'I'm Finished.' |
||||||
reprompt |
(after repeat) |
mm1510_ree_02 |
Here's the first part again. Your proof of identity must show your legal name, and we can accept any of the following: your U.S. driver's license, your U.S. state-issued ID, or your U.S. passport. If you don't have any of those, we may accept other documents, like a U.S. military ID, a Certificate of Naturalization, or an employee identity card. For young children, we may accept medical records maintained by the child's medical provider, a final adoption decree, a school ID card or records maintained by the school. But, we CANNOT accept birth certificates as proof of identity. |
||||||
reprompt |
^ |
mm1510_ree_03 |
<1000ms silence> |
||||||
reprompt |
^ |
mm1510_ree_04 |
To hear that again, say 'Repeat That.' Otherwise, to hear more information about supporting documents, say 'Keep Going.' Or, if you're finished, just say 'I'm Finished.' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
repeat that // repeat |
1 |
<supporting_documents_nonfinal_menu repeat> |
Never |
||||||
keep going // keep_going |
2 |
<supporting_documents_nonfinal_menu keep_going> |
If Necessary |
||||||
?(i'm) finished // finished |
3 |
<supporting_documents_nonfinal_menu finished> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
finished |
If card_type=both |
Prompt : [mm1510_out_01] Now let's take care of your Medicare card... |
goto : mm1105_MedicareCardsMenu_DM |
||||||
^ |
Else |
Assign : card_type =Undefined |
-- |
||||||
^ |
^ |
Prompt : [mm1510_out_02] All right. Now... |
goto : mm0200_SFToggle_DS |
||||||
keep_going |
Always |
Prompt : [mm1510_out_03] All right. |
|||||||
repeat |
Always |
Prompt : [mm1510_out_04] Sure. |
Re-Recognition : Reprompt |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
keep_going |
Always |
mm1510_cnf_ini_01 |
You want to hear more information, right? |
||||||
finished |
Always |
mm1510_cnf_ini_02 |
Sounds like you're finished. Is that right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1510_nm1_01] Let's try again... You can say 'Repeat That' (or press 1), 'Keep Going' (or press 2), or 'I'm Finished' (or press 3). |
Re-Recognition : |
||||||
nomatch 2 |
Always |
Prompt : [mm1510_nm2_01] Sorry. To hear that again, press 1. To hear MORE information about supporting documents, press 2. Or, if you're finished, press 3. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Prompt : [mm1510_nm3_01] Sorry we're having trouble. Let's keep going... |
|||||||
noinput 1 |
Always |
Prompt : [mm1510_ni1_01] To hear that information again, say 'Repeat That' (or press 1). To hear MORE information about supporting documents, say 'Keep Going' (or press 2). Or, if you're finished, just say 'I'm Finished' (or press 3). |
Re-Recognition : |
||||||
noinput 2 |
Always |
Prompt : [mm1510_ni2_01] Sorry we're having trouble. Let's keep going... |
|||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1512_CitizenDocumentsMsgPart2_DM
CustomContext Recognition |
|
||||||||
Second section of informational message about Supporting Documents needed to apply or change personal information for U.S. citizens. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm1512_ini_01 |
Here's the last part. The documents you'll need depends on what you need to change and why. For example, if you're correcting your date of birth, you can show a birth certificate. If you're changing your name, you'll need to show either a Marriage document; a Divorce decree; a Certificate of Naturalization showing a new name; or a Court order for a name change. Your name change document has to show both your old AND new names. If it doesn't have enough identifying information, you'll need to provide an identity document with your old name (like a drivers' license or passport) AND another one with your new legal name, in addition to the name change document. Note that we can only accept original documents, but we'll return your documents after we've seen them. |
||||||
initial |
^ |
mm1512_ini_02 |
<1000ms silence> |
||||||
initial |
^ |
mm1512_ini_03 |
Would you like to hear that again? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes // yes |
1 |
<supporting_documents_final_yesno yes> |
Never |
||||||
no // finished |
2 |
<supporting_documents_final_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
If card_type=both |
Prompt : [mm1512_out_01] Now let's take care of your Medicare card... |
goto : mm1105_MedicareCardsMenu_DM |
||||||
^ |
Else |
Assign : card_type =Undefined |
-- |
||||||
^ |
^ |
Prompt : [mm1512_out_02] All right. Now... |
goto : mm0200_SFToggle_DS |
||||||
yes |
Always |
Prompt : [mm1512_out_03] Sure. |
Re-Recognition : Reprompt |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1512_nm1_01] Would you like to hear that information again? |
Re-Recognition : |
||||||
nomatch 2 |
Always |
Prompt : [mm1512_nm2_01] If you'd like to hear that information again, press 1. If not, press 2 |
Re-Recognition : |
||||||
nomatch 3 |
If card_type=both |
Prompt : [mm1512_nm3_01] Sorry we're having trouble. Let's take care of your Medicare card... |
goto : mm1105_MedicareCardsMenu_DM |
||||||
nomatch 3 |
Else |
Assign : card_type =Undefined |
-- |
||||||
nomatch 3 |
^ |
Prompt : [mm1512_nm3_02] Sorry we're having trouble. Let's keep going... |
goto : mm0200_SFToggle_DS |
||||||
noinput 1 |
Always |
Prompt : [mm1512_ni1_01] If you'd like to hear that information again, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
If card_type=both |
Prompt : [mm1512_ni2_01] Let's take care of your Medicare card... |
goto : mm1105_MedicareCardsMenu_DM |
||||||
noinput 2 |
Else |
Assign : card_type =Undefined |
-- |
||||||
noinput 2 |
^ |
Prompt : [mm1512_ni2_02] Let's keep going... |
goto : mm0200_SFToggle_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1515_NonCitizenDocumentsMsgPart1_DM
CustomContext Recognition |
|
||||||||
First section of informational message about Supporting Documents needed to apply or change personal information for non-citizens. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm1515_ini_01 |
I have a lot of information, which I'll give to you in three parts. (And just so you know, all of this information can be found on the back of the Application form). Now, Here's the first part. To correct information on your card or in our records, (for example, a name change or corrected date of birth), you'll need to prove your identity AND provide documents that support the change and explain the reason for the change. |
||||||
initial |
^ |
mm1515_ini_02 |
<1000ms silence> |
||||||
initial |
^ |
mm1515_ini_03 |
Your proof of identity must show your legal name, and we can accept any of the following: your U.S. driver's license, your U.S. state-issued non-driver identity card, or your U.S. passport. If you don't have any of those, we may accept other documents, like a U.S. military identity card, a Certificate of Naturalization, or an employee identity card. For young children, we may accept medical records maintained by the child's medical provider, a final adoption decree, a school ID card or records maintained by the school. But, we CANNOT accept birth certificates as proof of identity. |
||||||
initial |
^ |
mm1515_ini_04 |
<1000ms silence> |
||||||
initial |
^ |
mm1515_ini_05 |
To hear that again, say 'Repeat That.' Otherwise, to hear more information about supporting documents, say 'Keep Going.' Or, if you're finished, just say 'I'm Finished.' |
||||||
reprompt |
(after disconfirmation) |
mm1515_ree_01 |
To hear the information again, say 'Repeat That.' Otherwise, to hear more information about supporting documents, say 'Keep Going.' Or, if you're finished, just say 'I'm Finished.' |
||||||
initial |
(after repeat) |
mm1515_ini_06 |
Here's the first part again. To correct information on your card or in our records, (for example, a name change or corrected date of birth), you'll need to prove your identity AND provide documents that support the change and explain the reason for the change. |
||||||
initial |
^ |
mm1515_ini_07 |
<1000ms silence> |
||||||
initial |
^ |
mm1515_ini_08 |
Your proof of identity must show your legal name, and we can accept any of the following: your U.S. driver's license, your U.S. state-issued non-driver identity card, or your U.S. passport. If you don't have any of those, we may accept other documents, like a U.S. military identity card, a Certificate of Naturalization, or an employee identity card. For young children, we may accept medical records maintained by the child's medical provider, a final adoption decree, a school ID card or records maintained by the school. But, we CANNOT accept birth certificates as proof of identity. |
||||||
initial |
^ |
mm1515_ini_09 |
<1000ms silence> |
||||||
initial |
^ |
mm1515_ini_10 |
To hear that again, say 'Repeat That.' Otherwise, to hear more information about supporting documents, say 'Keep Going.' Or, if you're finished, just say 'I'm Finished.' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
repeat that // repeat |
1 |
<supporting_documents_nonfinal_menu repeat> |
Never |
||||||
keep going // keep_going |
2 |
<supporting_documents_nonfinal_menu keep_going> |
If Necessary |
||||||
?(i'm) finished // finished |
3 |
<supporting_documents_nonfinal_menu finished> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
finished |
If card_type=both |
Prompt : [mm1515_out_01] Now let's take care of your Medicare card... |
goto : mm1105_MedicareCardsMenu_DM |
||||||
^ |
Else |
Assign : card_type =Undefined |
-- |
||||||
^ |
^ |
Prompt : [mm1515_out_02] All right. Now... |
goto : mm0200_SFToggle_DS |
||||||
keep_going |
Always |
Prompt : [mm1515_out_03] All right. |
|||||||
repeat |
Always |
Prompt : [mm1515_out_04] Sure. |
Re-Recognition : Reprompt |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
keep_going |
Always |
mm1515_cnf_ini_01 |
You want to hear more information, right? |
||||||
finished |
Always |
mm1515_cnf_ini_02 |
Sounds like you're finished. Is that right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1515_nm1_01] Let's try again... You can say 'Repeat That' (or press 1), 'Keep Going' (or press 2), or 'I'm Finished' (or press 3). |
Re-Recognition : |
||||||
nomatch 2 |
Always |
Prompt : [mm1515_nm2_01] Sorry. To hear that again, press 1. To hear MORE information about supporting document, press 2. Or, if you're finished, press 3. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Prompt : [mm1515_nm3_01] Sorry we're having trouble. Let's keep going... |
|||||||
noinput 1 |
Always |
Prompt : [mm1515_ni1_01] To hear the information again, say 'Repeat That' (or press 1). To hear MORE information about supporting documents, say 'Keep Going' (or press 2). Or, if you're finished, just say 'I'm Finished' (or press 3). |
Re-Recognition : |
||||||
noinput 2 |
Always |
Prompt : [mm1515_ni2_01] Sorry we're having trouble. Let's keep going... |
|||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1517_NonCitizenDocumentsMsgPart2_DM
CustomContext Recognition |
|
||||||||
Second section of informational message about Supporting Documents needed to apply or change personal information for non-citizens. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
^ |
mm1517_ini_01 |
Here's the second part. The documents you'll need depends on what you need to change and why. For example, if you're correcting your date of birth, you can show a birth certificate. If you're changing your name, you'll need to show either a Marriage document; a Divorce decree; a Certificate of Naturalization showing a new name; or a Court order for a name change. Your name change document has to show both your old AND new names. If it doesn't have enough identifying information, you'll need to provide an identity document with your old name (like a drivers' license or passport) AND another one with your new legal name, in addition to the name change document. |
||||||
initial |
^ |
mm1517_ini_02 |
<1000ms silence> |
||||||
initial |
^ |
mm1517_ini_03 |
To hear that again, say 'Repeat That.' Otherwise, to hear more information about supporting documents, say 'Keep Going.' Or, if you're finished, just say 'I'm Finished.' |
||||||
reprompt |
(after disconfirmation) |
mm1517_ree_01 |
To hear the information again, say 'Repeat That.' Otherwise, to hear more information about supporting documents, say 'Keep Going.' Or, if you're finished, just say 'I'm Finished.' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
repeat that // repeat |
1 |
<supporting_documents_nonfinal_menu repeat> |
Never |
||||||
keep going // keep_going |
2 |
<supporting_documents_nonfinal_menu keep_going> |
If Necessary |
||||||
?(i'm) finished // finished |
3 |
<supporting_documents_nonfinal_menu finished> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
finished |
If card_type=both |
Prompt : [mm1517_out_01] Now let's take care of your Medicare card... |
goto : mm1105_MedicareCardsMenu_DM |
||||||
^ |
Else |
Assign : card_type =Undefined |
-- |
||||||
^ |
^ |
Prompt : [mm1517_out_02] All right. Now... |
goto : mm0200_SFToggle_DS |
||||||
keep_going |
Always |
Prompt : [mm1517_out_03] All right. |
|||||||
repeat |
Always |
Prompt : [mm1517_out_04] Sure. |
Re-Recognition : Reprompt |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
keep_going |
Always |
mm1517_cnf_ini_01 |
You want to hear more information, right? |
||||||
finished |
Always |
mm1517_cnf_ini_02 |
Sounds like you're finished. Is that right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1517_nm1_01] Let's try again... You can say 'Repeat That' (or press 1), 'Keep Going' (or press 2), or 'I'm Finished' (or press 3). |
Re-Recognition : |
||||||
nomatch 2 |
Always |
Prompt : [mm1517_nm2_01] Sorry. To hear that again, press 1. To hear MORE information about supporting document, press 2. Or, if you're finished, press 3. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Prompt : [mm1517_nm3_01] Sorry we're having trouble. Let's keep going... |
|||||||
noinput 1 |
Always |
Prompt : [mm1517_ni1_01] To hear the information again, say 'Repeat That' (or press 1). To hear MORE information about supporting documents, say 'Keep Going' (or press 2). Or, if you're finished, just say 'I'm Finished' (or press 3). |
Re-Recognition : |
||||||
noinput 2 |
Always |
Prompt : [mm1517_ni2_01] Sorry we're having trouble. Let's keep going... |
|||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1519_NonCitizenDocumentsMsgPart3_DM
CustomContext Recognition |
|
||||||||
Third section of informational message about Supporting Documents needed to apply or change personal information for non-citizens. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm1519_ini_01 |
Here's the last part. For proof of citizenship, we can accept your U.S. birth certificate or U.S. passport. If you were born outside the U.S., we can also accept a Consular Report of Birth, a Certificate of Citizenship, or a Certificate of Naturalization. If you're NOT a U.S. citizen, we need to see a current document issued to you by the Department of Homeland Security showing your immigration status, such as form 'I five five one,' 'I nine four,' 'I six eight eight B,' or 'I seven six six.' If you are not authorized to work in the U.S., then you'll need to provide a document from a U.S. federal, state, or local government agency, that explains WHY you need a social security number and which proves that you meet all the requirements for receiving benefits. If you're not sure if your reason qualifies, please speak with one of our agents. Note that we can only accept original documents, but we'll return your documents after we've seen them. |
||||||
initial |
^ |
mm1519_ini_02 |
<1000ms silence> |
||||||
initial |
^ |
mm1519_ini_03 |
Would you like to hear that again? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes // yes |
1 |
<supporting_documents_final_yesno yes> |
Never |
||||||
no // finished |
2 |
<supporting_documents_final_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
If card_type=both |
Prompt : [mm1519_out_01] Now let's take care of your Medicare card... |
goto : mm1105_MedicareCardsMenu_DM |
||||||
^ |
Else |
Assign : card_type =Undefined |
-- |
||||||
^ |
^ |
Prompt : [mm1519_out_02] All right. Now... |
goto : mm0200_SFToggle_DS |
||||||
yes |
Always |
Prompt : [mm1519_out_03] Sure. |
Re-Recognition : Reprompt |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1519_nm1_01] Would you like to hear that information again? |
Re-Recognition : |
||||||
nomatch 2 |
Always |
Prompt : [mm1519_nm2_01] If you'd like to hear that information again, press 1. If not, press 2 |
Re-Recognition : |
||||||
nomatch 3 |
If card_type=both |
Prompt : [mm1519_nm3_01] Sorry we're having trouble. Let's take care of your Medicare card... |
goto : mm1105_MedicareCardsMenu_DM |
||||||
nomatch 3 |
Else |
Assign : card_type =Undefined |
-- |
||||||
nomatch 3 |
^ |
Prompt : [mm1519_nm3_02] Sorry we're having trouble. Let's keep going... |
goto : mm0200_SFToggle_DS |
||||||
noinput 1 |
Always |
Prompt : [mm1519_ni1_01] If you'd like to hear that information again, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
If card_type=both |
Prompt : [mm1519_ni2_01] Let's take care of your Medicare card... |
goto : mm1105_MedicareCardsMenu_DM |
||||||
noinput 2 |
Else |
Assign : card_type =Undefined |
-- |
||||||
noinput 2 |
^ |
Prompt : [mm1519_ni2_02] Let's keep going... |
goto : mm0200_SFToggle_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1520_GetForm_DM
CustomContext Recognition |
|
||||||||
Menu of options for getting a Social Security application form. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
If card_action=new |
mm1520_ini_01 |
There are three ways to get an application - from our website, over the phone, or at a local Social Security field office. For instructions on downloading the form from our website, say 'Website.' To order one now, on the phone, say 'Order Form.' To find a Social Security office in your area, say 'Office.' Or, say 'Main Menu' and I'll take you back. |
||||||
initial |
Elseif card_action=replacement |
mm1520_ini_02 |
Note that, in general, you're limited to a maximum of 3 replacement cards per year, and 10 in a lifetime. However, changes in your legal name or work authorization do NOT count toward the limit. Also, you may be given an exception if you can prove that you need a card in order to get benefits. |
||||||
initial |
^ |
mm1520_ini_03 |
<500ms silence> |
||||||
initial |
^ |
mm1520_ini_04 |
Now, there are three ways to get an application - from our website, over the phone, or at a local Social Security field office. For instructions on downloading the form from our website, say 'Website.' To order one now, on the phone, say 'Order Form.' To find a Social Security office in your area, say 'Office.' Or, say 'Main Menu' and I'll take you back. |
||||||
initial |
Else |
mm1520_ini_05 |
Note that, in general, you're limited to a maximum of 3 replacement cards per year, and 10 in a lifetime. However, changes in your legal name or work authorization do NOT count toward the limit. |
||||||
initial |
^ |
mm1520_ini_06 |
<500ms silence> |
||||||
initial |
^ |
mm1520_ini_07 |
Now, there are three ways to get an application - from our website, over the phone, or at a local Social Security field office. For instructions on downloading the form from our website, say 'Website.' To order one now, on the phone, say 'Order Form.' To find a Social Security office in your area, say 'Office.' Or, say 'Main Menu' and I'll take you back. |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
?(get an application on the) website // website |
1 |
<get_form_menu website> |
If Necessary |
||||||
order ?(an application) form // order_form |
2 |
<get_form_menu order_form> |
If Necessary |
||||||
?(find a) ?(social security ?field) office // office |
3 |
<get_form_menu office> |
If Necessary |
||||||
main menu // main_menu |
4 |
<get_form_menu main_menu> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
main_menu |
If card_type=both |
Prompt : [mm1520_out_01] All right. Now let's take care of your Medicare card... |
goto : mm1105_MedicareCardsMenu_DM |
||||||
^ |
Else |
Assign : card_type =Undefined |
-- |
||||||
^ |
^ |
Prompt : [mm1520_out_02] All right. |
goto : mm0200_SFToggle_DS |
||||||
office |
Always |
Assign : current_task =field_office_locator |
-- |
||||||
^ |
^ |
Prompt : [mm1520_out_03] All right. Let's look for an office... |
goto : mm0320_FieldOfficeLocator_SD |
||||||
order_form |
Always |
Assign : current_task =transcription_ss5 |
-- |
||||||
^ |
^ |
Prompt : [mm1520_out_04] All right. |
goto : mm0545_TranscriptionKBA_DS |
||||||
website |
Always |
Prompt : [mm1520_out_05] All right. |
|||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
main_menu |
Always |
mm1520_cnf_ini_01 |
You want to go back to the "Main Menu.' |
||||||
office |
Always |
mm1520_cnf_ini_02 |
You'd like to find a Social Security office. |
||||||
order_form |
Always |
mm1520_cnf_ini_03 |
You'd like to order a form over the phone. |
||||||
website |
Always |
mm1520_cnf_ini_04 |
You'd like 'Website' instructions. |
||||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1520_nm1_01] Let's try again. You can say 'Website' or press 1, 'Order Form' or press 2, 'Office' or 3, OR 'Main Menu' or press 4. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm1520_nm2_01] Sorry. For instructions on downloading the form from our website, press 1. To order one now, over the phone, press 2. To find a Social Security office in your area, press 3. Otherwise, to go back to the main menu, press 4. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm1520_ni1_01] There are three ways to get an 'Application for a Social Security Card,' (which is called 'form S S 5') - from our website, over the phone, or at a local Social Security field office. For instructions on downloading the form from our website, say 'Website' or press 1. To order one now, over the phone, say 'Order Form' or press 2. To find a Social Security office in your area, say 'Office' or press 3. Or, to go back to the main menu, just say 'Main Menu' or press 4. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm1520_ni2_01] Sorry. For instructions on downloading the form from our website, press 1. To order one now, over the phone, press 2. To find a Social Security office in your area, press 3. Otherwise, to go back to the main menu, press 4. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
StartOver |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1530_WebsiteInstructions_DM
CustomContext Recognition |
|
||||||||
Instructions for downloading an application form from the website. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm1530_ini_01 |
To download an 'Application for a Social Security Card' from our website, go to 'Social Security dot G O V,' then click on the link labeled 'Get or replace a Social Security card.' That'll take you to a page with a link to the 'Form SS5' that you can print out, along with instructions for filling out and submitting it. That web address, again, is 'social security dot G O V,' |
||||||
initial |
^ |
mm1530_ini_02 |
<500ms silence> |
||||||
initial |
^ |
mm1530_ini_03 |
Now, would you like to hear that again? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes, yes please // yes |
1 |
<web_instructions_yesno yes> |
Never |
||||||
no, no thanks // no |
2 |
<web_instructions_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
If card_type=both |
Prompt : [mm1530_out_01] All right. Now let's take care of your Medicare card... |
goto : mm1105_MedicareCardsMenu_DM |
||||||
^ |
Else |
Assign : card_type =Undefined |
-- |
||||||
^ |
^ |
Prompt : [mm1530_out_02] All right... |
goto : mm0200_SFToggle_DS |
||||||
yes |
Always |
Prompt : [mm1530_out_03] Sure. |
Re-Recognition : Reprompt |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1530_nm1_01] Let's try again...Would you like to hear that information again? |
Re-Recognition : |
||||||
nomatch 2 |
Always |
Prompt : [mm1530_nm2_01] Sorry. To hear the information about applying online again, press 1. If you don't want to hear it again, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
If office_hours=true |
Prompt : [mm1530_nm3_01] Sorry we're having trouble. To speak with someone, say 'Agent.' Otherwise,... |
goto : mm0200_SFToggle_DS |
||||||
nomatch 3 |
Else (office_hours=false) |
Prompt : [mm1530_nm3_02] Sorry we're having trouble. Let's keep going... |
goto : mm0200_SFToggle_DS |
||||||
noinput 1 |
Always |
Prompt : [mm1530_ni1_01] If you'd like me to repeat that information, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
If office_hours=true |
Prompt : [mm1530_ni2_01] To speak with someone, press 0. Otherwise,... |
goto : mm0200_SFToggle_DS |
||||||
nomatch 2 |
Else (office_hours=false) |
Prompt : [mm1530_nm2_02] Let's keep going... |
goto : mm0200_SFToggle_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1600_SubmitForm_DM
CustomContext Recognition |
|
||||||||
Instructions for submitting an application form, with option to find a Social Security office. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm1600_ini_01 |
First-time applicants who are age 12 or older, and who have NOT had a Social Security Number before, must apply in person. You're also required to apply in person at a local Social Security Card Center, no matter how old you are, if you live in any of the following places: Orlando, Florida; Brooklyn or Queens, New York; Las Vegas, Nevada; Sacramento County, California; Phoenix, Arizona; or the Greater Twin Cities Metropolitan Area in Minnesota. All OTHER applicants have the choice to MAIL their application, along with the required documents, or take it to a Social Security office. |
||||||
initial |
^ |
mm1600_ini_02 |
<500ms silence> |
||||||
initial |
^ |
mm1600_ini_03 |
Would you like to find a Social Security office near you? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes ?(i would) // yes |
1 |
<submit_form_yesno yes> |
Never |
||||||
no ?(i wouldn't) // no |
2 |
<submit_form_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
If card_type=both |
Prompt : [mm1600_out_01] All right. Now let's take care of your Medicare card... |
goto : mm1105_MedicareCardsMenu_DM |
||||||
^ |
Else |
Assign : card_type =Undefined |
-- |
||||||
^ |
^ |
Prompt : [mm1600_out_02] All right. |
goto : mm0200_SFToggle_DS |
||||||
yes |
Always |
Assign : current_task =field_office_locator |
-- |
||||||
^ |
^ |
Prompt : [mm1600_out_03] All right. |
goto : mm0320_FieldOfficeLocator_SD |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1600_nm1_01] Let's try again... WOULD you like to find a Social Security office near you? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm1600_nm2_01] Sorry. To find a Social Security office in your area, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm1600_ni1_01] If you'd like to find a Social Security office in your area where you can apply for a card in person or by mail, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm1600_ni2_01] Sorry. To find a Social Security office in your area, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1700_MedicareApplyMenu_DM
CustomContext Recognition |
|
||||||||
To pre-qualify the caller. asks he/she is already enrolled in Medicare. |
|||||||||
Entering From |
|||||||||
mm0210_SFMainMenu_DM, mm0600_BackoffMainMenu_DM, mm0800_BenefitsApplicationMenu_DM, mm1105_MedicareCardsMenu_DM |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm1700_ini_01 |
Are you already enrolled in Medicare? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
[yes yeah] ?(i am ?(?already enrolled ?(in medicare))) // yes |
1 |
<medicare_apply_menu > |
Never |
||||||
no ?(i'm not ?(?already enrolled ?(in medicare))) // no |
2 |
<medicare_apply_menu > |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
If office_hours = false |
Prompt : [mm1700_out_01] All right. |
goto : mm1720_MedicareEnrollMsg_DM |
||||||
^ |
Else (office_hours=true) |
Prompt : [mm1700_out_02] All right. |
goto : mm3000_ABRStatus_DS |
||||||
yes |
Always |
-- |
|||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1700_nm1_01] Let's try again... Are you ALREADY receiving Medicare benefits? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm1700_nm2_01] Sorry. If you ARE currently receiving Medicare, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm1700_ni1_01] If you're ALREADY receiving Medicare benefits, say 'Yes' or press 1. Otherwise, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm1700_ni2_01] Sorry. If you ARE currently receiving Medicare, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1710_ReplacementCardQuestion_DM
CustomContext Recognition |
|
||||||||
Asks the caller if he/she is calling to get a replacement card. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm1710_ini_01 |
Do you need to get a replacement Medicare card? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes ?(i am) // yes |
1 |
<replacement_medicare_card_yesno yes> |
Never |
||||||
no ?(i'm not) // no |
2 |
<replacement_medicare_card_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
Always |
Prompt : [mm1710_out_01] Okay. |
|||||||
yes |
Always |
Assign : current_task =card_medicare |
-- |
||||||
^ |
^ |
Prompt : [mm1710_out_02] Okay. |
goto : mm0560_MRCKBA_DS |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1710_nm1_01] Let's try again... DO you want to get a copy of your medicare card? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm1710_nm2_01] Sorry. If you DO want to get a replacement copy of your Medicare card, press 1. If not, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm1710_ni1_01] If you want to get a replacement copy of your Medicare card, say 'Yes' or press 1. Otherwise, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm1710_ni2_01] Sorry. If you DO want to get a replacement copy of your Medicare card, press 1. If not, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1720_MedicareEnrollMsg_DM
CustomContext Recognition |
|
||||||||
Informational message about enrolling in Medicare for callers who are NOT enrolled. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm1720_ini_01 |
You can get more information about Medicare, including the prescription drug program (known as 'Part D') or State Programs that can help with your Medicare health costs, by calling 1-800-Medicare. That number, again, is 1-800-633-4227. This information is also available on their website at 'Medicare dot G O V. |
||||||
initial |
^ |
mm1720_ini_02 |
<500ms silence> |
||||||
initial |
^ |
mm1720_ini_03 |
Now, would you like to hear that again? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes // yes |
1 |
<medicare_enroll_msg_yesno yes> |
Never |
||||||
no // no |
2 |
<medicare_enroll_msg_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
Always |
Prompt : [mm1720_out_02] If you're finished, feel free to hang up. Otherwise, just hang on and I'll take you back to the Main Menu. |
goto : mm0200_SFToggle_DS |
||||||
yes |
Always |
Prompt : [mm1720_out_03] Sure. |
Re-Recognition : Reprompt |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1720_nm1_01] Let's try again... Would you like to hear that enrollment information again? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm1720_nm2_01] Sorry. To hear the information again, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
If office_hours=true |
Prompt : [mm1720_nm3_01] Sorry we're having trouble. To speak with someone, say 'Agent.' Otherwise,... |
goto : mm0200_SFToggle_DS |
||||||
nomatch 3 |
Else (office_hours=false) |
Prompt : [mm1720_nm3_02] Sorry we're having trouble. Let's keep going... |
goto : mm0200_SFToggle_DS |
||||||
noinput 1 |
Always |
Prompt : [mm1720_ni1_01] If you'd like to hear the enrollment information again, say 'yes' or press 1. If not, say 'no' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
If office_hours=true |
Prompt : [mm1720_ni2_01] To speak with someone, press 0. Otherwise... |
goto : mm0200_SFToggle_DS |
||||||
noinput 2 |
Else (office_hours=false) |
Prompt : [mm1720_ni2_02] Let's keep going... |
goto : mm0200_SFToggle_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1730_MedicareDrugQuestion_DM
CustomContext Recognition |
|
||||||||
To pre-qualify the caller. asks he/she is calling about drug benefits. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm1730_ini_01 |
Are you calling about prescription drugs? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes ?(i am) // yes |
1 |
<medicare_information_yesno yes> |
Never |
||||||
no ?(im not) // no |
2 |
<medicare_information_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
Always |
Prompt : [mm1730_out_01] Okay, thanks. |
goto : mm3000_ABRStatus_DS |
||||||
yes |
Always |
-- |
goto : mm1750_AskPartD_DM |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1730_nm1_01] Let's try again... ARE you calling about Medicare Prescription Drug benefits? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm1730_nm2_01] Sorry. If you're calling for information about prescription drug benefits, press 1. If you're calling about anything else, press 2 |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm1730_ni1_01] If you ARE calling about Medicare Prescription Drug benefits, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm1730_ni2_01] Sorry. If you're calling for information about prescription drug benefits, press 1. If you're calling about anything else, press 2 |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1740_MedicareSusidyMsg_DM
CustomContext Recognition |
|
||||||||
Informational message about Medicare Prescription Drug benefits. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm1740_ini_01 |
To enroll in the regular Medicare Prescription Drug program, 'Part D,' you must be enrolled in, or entitled to, Medicare 'Part A' which provides hospital coverage, or 'Part B' which provides doctor's services, outpatient care coverage, and other services not covered by part A. Once you're in Part A or Part B, you can enroll YOURSELF in the Part D Medicare prescription drug program through an approved Medicare prescription drug provider, or through a Medicare Advantage plan that offers prescription drug coverage. For more information call 1-800-633-4227. That number, again, is 1-800-633-4227 or visit the website 'Medicare dot G O V'. |
||||||
initial |
^ |
mm1740_ini_02 |
<500ms silence> |
||||||
initial |
^ |
mm1740_ini_03 |
Now, would you like to hear that again? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes // yes |
1 |
<medicare_subsidy_msg_yesno yes> |
Never |
||||||
no // no |
2 |
<medicare_subsidy_msg_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
Always |
Prompt : [mm1740_out_01] All right. If you're finished, feel free to hang up. Otherwise, just hang on and I'll take you back to the Main Menu. |
goto : mm0200_SFToggle_DS |
||||||
yes |
Always |
Prompt : [mm1740_out_02] Sure. |
Re-Recognition : Reprompt |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1740_nm1_01] Let's try again... Would you like to hear Prescription Drug information again? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm1740_nm2_01] Sorry. To hear the information about Medicare's prescription drug subsidy again, press 1. If you don't want to hear it again, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
If office_hours=true |
Prompt : [mm1740_nm3_01] Sorry we're having trouble. To speak with someone, say 'Agent.' Otherwise... |
goto : mm0200_SFToggle_DS |
||||||
nomatch 3 |
Else (office_hours=false) |
Prompt : [mm1740_nm3_02] Sorry we're having trouble. Let's keep going... |
goto : mm0200_SFToggle_DS |
||||||
noinput 1 |
Always |
Prompt : [mm1740_ni1_01] If you'd like to hear the prescription drug information again, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
If office_hours=true |
Prompt : [mm1740_ni2_01] To speak with someone, say press 0. Otherwise... |
goto : mm0200_SFToggle_DS |
||||||
nomatch 2 |
Else (office_hours=false) |
Prompt : [mm1740_nm2_04] Let's keep going... |
goto : mm0200_SFToggle_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1750_AskPartD_DM
CustomContext Recognition |
|
||||||||
Asks the caller if he/she is ALREADY enrolled in Medicare Part D. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm1750_ini_01 |
And are you already enrolled in the prescription drug plan, part D? |
||||||
reprompt |
(after 'repeat') |
mm1750_ree_01 |
Are you already enrolled in the prescription drug plan, part D? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
[yes yeah] ?(i am ?(?already enrolled ?(in medicare part d))) // yes |
1 |
<ask_partd_enrolled_yesno yes> |
Never |
||||||
no ?(i'm not ?(?already enrolled ?(in medicare part d))) // no |
2 |
<ask_partd_enrolled_yesno no> |
Never |
||||||
repeat, repeat that // repeat |
9 |
<ask_partd_enrolled_yesno repeat> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
Always |
Prompt : [mm1750_out_01] All right. |
goto : mm1740_MedicareSusidyMsg_DM |
||||||
yes |
Always |
Prompt : [mm1750_out_02] All right. |
goto : mm1760_HelpWithDrugCosts_DM |
||||||
repeat |
Always |
Prompt : [mm1750_out_03] Sure. |
Re-Recognition : Reprompt |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1750_nm1_01] Let's try again... Are you ALREADY enrolled in 'Medicare Part D,' the Prescription Drug program? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm1750_nm2_01] Sorry. If you ARE enrolled in 'Medicare Part D,' press 1. Otherwise, press 2 |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm1750_ni1_01] If you're ALREADY enrolled in 'Medicare Part D,' the Prescription Drug program, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm1750_ni2_01] Sorry. If you ARE enrolled in 'Medicare Part D,' press 1. Otherwise, press 2 |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1760_HelpWithDrugCosts_DM
CustomContext Recognition |
|
||||||||
Informational message about Prescription Drug help, then asks the caller if he/she wants to get an application. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm1760_ini_01 |
Some individuals may be eligible for extra help with their prescription drug costs. To qualify for the extra help, your resources must be limited to... |
||||||
initial |
^ |
mm1760_ini_02 |
<individual resource max> |
||||||
initial |
^ |
mm1760_ini_03 |
... for an individual or... |
||||||
initial |
^ |
mm1760_ini_04 |
<couple resources max> |
||||||
initial |
^ |
mm1760_ini_05 |
... for a married couple living together. Resources include, for example, your savings, investments and real estate. We do NOT include the home you live in, vehicles, burial plots, or personal possessions. However, there are income limits we will consider if you decide to file for this help. Changes in the law will make it easier for some people to qualify for extra help. Social Security won't count the help you receive with your household expenses as income, or any life insurance policies, as a resource when determining your eligibility. You may also be able to get help with Medicare costs from your state under a Medicare Savings Program. Applications for extra help can initiate the application process for the Medicare Savings Programs in your state. We'll send your information to your state and they'll contact you to help you apply for the Medicare Savings Programs, unless you tell us not to. |
||||||
initial |
^ |
mm1760_ini_06 |
<500ms silence> |
||||||
initial |
^ |
mm1760_ini_07 |
Now, would you like to hear that again? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes ?(i would) // yes |
1 |
<help_with_drug_costs_yesno yes> |
Never |
||||||
no ?(i wouldn't) // no |
2 |
<help_with_drug_costs_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
Always |
Prompt : [mm1760_out_01] Okay. |
|||||||
yes |
Always |
Prompt : [mm1760_out_02] Sure. |
Re-Recognition : Reprompt |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1760_nm1_01] Let's try again... Would you like to hear the information about help with prescription costs again? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm1760_nm2_01] Sorry. To hear the information about getting help with prescription drug costs again, press 1. If you don't want to hear it again, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
If office_hours=true |
Prompt : [mm1760_nm3_01] Sorry we're having trouble. To speak with someone, say 'Agent.' Otherwise... |
|||||||
nomatch 3 |
Else (office_hours=false) |
Prompt : [mm1760_nm3_02] Sorry we're having trouble. Let's keep going... |
|||||||
noinput 1 |
Always |
Prompt : [mm1760_ni1_01] If you'd like to hear the information about getting help with prescription drug costs again, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
If office_hours=true |
Prompt : [mm1760_ni2_01] To speak with someone, say 'Agent.' Otherwise... |
|||||||
noinput 2 |
Else (office_hours=false) |
Prompt : [mm1760_ni2_02] Let's keep going... |
|||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1770_OrderDrugFormQuestion_DM
CustomContext Recognition |
|
||||||||
New DM, asks the caller if he/she wants to get an application. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm1770_ini_01 |
Would you like to request an application for help with Medicare Prescription Drug Plan Costs? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes ?(i would) // yes |
1 |
<order_drug_help_form_yesno yes> |
Never |
||||||
no ?(i wouldn't) // no |
2 |
<order_drug_help_form_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
Always |
Prompt : [mm1770_out_01] Okay. |
goto : mm0200_SFToggle_DS |
||||||
yes |
Always |
Assign : current_task =transcription_1020 |
-- |
||||||
^ |
^ |
Prompt : [mm1770_out_02] Okay. |
goto : mm0545_TranscriptionKBA_DS |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1770_nm1_01] Let's try again... WOULD you like to get an application for help with Prescription Drug costs? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm1770_nm2_01] Sorry. To get an application for help with Prescription Drug costs, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm1770_ni1_01] If you'd like to get an application for help with Prescription Drug costs, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm1770_ni2_01] Sorry. To get an application for help with Prescription Drug costs, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1800_SSIMenu_DM
CustomContext Recognition |
|
||||||||
Supplemental Security Income disambiguation menu. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm1800_ini_01 |
Supplemental Security Income, or 'SSI,' is a program that pays monthly benefits to U.S. citizens (and some non-citizens) who are 65 or older or blind or disabled, and who have limited income and assets. Now, to hear that again, say 'Repeat that.' Otherwise, to apply for the program, say 'Apply for SSI.' If you have a question or problem, say 'SSI Problem.' Or, for information about obtaining U.S. citizenship, say 'Citizenship.' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
repeat that // repeat |
1 |
<ssi_menu repeat> |
Never |
||||||
apply ?(for [([(ssi) (supplemental security income)] ?benefits) benefits]) // apply |
2 |
<ssi_menu apply> |
If Necessary |
||||||
?(ssi) problem, problem with [([(ssi) (supplemental security income)] ?benefits) benefits] // problem |
3 |
<ssi_menu problem> |
If Necessary |
||||||
?(information about ?[obtaining getting]) citizenship, citizenship [question information] // citizenship |
4 |
<ssi_menu citizenship> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
apply |
Always |
Prompt : [mm1800_out_01] Okay. Apply for Benefits. |
goto : mm3000_ABRStatus_DS |
||||||
citizenship |
Always |
Prompt : [mm1800_out_02] Okay. Citizenship. |
goto : mm1810_CitizenshipMsg_DM |
||||||
problem |
Always |
Prompt : [mm1800_out_03] Okay. SSI Problem. |
goto : mm3000_ABRStatus_DS |
||||||
repeat |
Always |
Prompt : [mm1800_out_04] Sure. |
Re-Recognition : Reprompt |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
apply |
Always |
mm1800_cnf_ini_01 |
You want to 'Apply for SSI benefits.' |
||||||
citizenship |
Always |
mm1800_cnf_ini_02 |
You're calling about 'Citizenship.' |
||||||
problem |
Always |
mm1800_cnf_ini_03 |
Sounds like you have a problem or question about SSI. |
||||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1800_nm1_01] Let's try again. You can say 'Repeat That' (or press 1). 'Apply for SSI' (or 2), 'SSI Problem' (3), or 'Citizenship Information' (or press 4). |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm1800_nm2_01] Sorry. To hear that information again, say 'Repeat That' or press 1. To apply for Supplemental Security Income benefits, press 2. If you have a question or problem with SSI, press 3. Or, for information about becoming a U.S. citizen, press 4. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm1800_ni1_01] To hear the information about Supplemental Security Income benefits again, say 'Repeat That' or press 1. If you'd like to apply for Supplemental Security Income benefits, say 'Apply for SSI' or press 2. If you have a question or problem, say 'SSI Problem' or press 3. Or, for information about becoming a U.S. citizen, say 'Citizenship' or press 4. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm1800_ni2_01] Sorry. To hear that information again, say 'Repeat That' or press 1. To apply for Supplemental Security Income benefits, press 2. If you have a question or problem with SSI, press 3. Or, for information about becoming a U.S. citizen, press 4. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1810_CitizenshipMsg_DM
CustomContext Recognition |
|
||||||||
Informational message about citizenship requirements for SSI. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm1810_ini_01 |
To become a U.S. citizen, you must be 18 years of age or older; have lived in the United States as a legal permanent resident for at least 5 years (or 3 years if you're married to a U.S. citizen); be of 'good moral character;' be able to speak, read, write, and understand common English words and phrases; and be able to show knowledge and understanding of U.S. history and government. To request an Application for Naturalization (which is I N S form 'N-400') and detailed instructions, please call the Immigration and Naturalization Service at 1-800-870-3676. That number, again, is 1-800-870-3676. |
||||||
initial |
^ |
mm1810_ini_02 |
<1000ms silence> |
||||||
initial |
^ |
mm1810_ini_03 |
Now, would you like to hear that again? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes ?(i would) // yes |
1 |
<citizenship_msg_yesno yes> |
Never |
||||||
no ?(i wouldn't) // no |
2 |
<citizenship_msg_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
yes |
Always |
Prompt : [mm1810_out_01] Sure. |
Re-Recognition : Reprompt |
||||||
no |
Always |
Prompt : [mm1810_out_02] All right. |
goto : mm0200_SFToggle_DS |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1810_nm1_01] Let's try again... Would you like to hear the information becoming a citizen again? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm1810_nm2_01] Sorry. To hear the information about applying for U.S. citizenship again, press 1. If you don't want to hear it again, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
If office_hours=true |
Prompt : [mm1810_nm3_01] Sorry we're having trouble. To speak with someone, say 'Agent.' Otherwise,... |
goto : mm0200_SFToggle_DS |
||||||
nomatch 3 |
Else (office_hours=false) |
Prompt : [mm1810_nm3_02] Sorry we're having trouble. Let's keep going... |
goto : mm0200_SFToggle_DS |
||||||
noinput 1 |
Always |
Prompt : [mm1810_ni1_01] If you'd like to hear the information on becoming a citizen again, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
If office_hours=true |
Prompt : [mm1810_ni2_01] Sorry we're having trouble. To speak with someone, say 'Agent.' Otherwise,... |
goto : mm0200_SFToggle_DS |
||||||
noinput 2 |
Else (office_hours=false) |
Prompt : [mm1810_ni2_02] Sorry we're having trouble. Let's keep going... |
goto : mm0200_SFToggle_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1900_ReceivingBenefits_DM
YesNo Recognition |
|
||||||||
Asks callers whether or not they are already receving benefits. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm1900_ini_01 |
Are you already receiving Social Security benefits? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes ?(i am) // yes |
1 |
<receiving_benefits_yesno yes> |
Never |
||||||
no ?(i'm not) // no |
2 |
<receiving_benefits_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
Always |
Prompt : [mm1900_out_01] Okay. |
goto : mm2030_OtherQuestions_DM |
||||||
yes |
Always |
Assign : current_task =checks |
-- |
||||||
^ |
^ |
Prompt : [mm1900_out_02] All right. |
goto : mm1905_Checks_DM |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1900_nm1_01] Let's try again... ARE you currently getting benefits? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm1900_nm2_01] Sorry. If you are receiving Social Security benefits, press 1. If not, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm1900_ni1_01] I need to know if you're receiving Social Security benefits. If you are, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm1900_ni2_01] Sorry. If you're receiving Social Security benefits, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1905_Checks_DM
YesNo Recognition |
|
|||||||||
Tells callers the scheduled delivery date and asks whether or not they are calling about a late payment. |
||||||||||
Entering From |
||||||||||
Initial Prompts |
||||||||||
Type |
Condition |
Name |
Wording |
|||||||
initial |
If current_task=late_payment |
If first entry (i.e. do NOT play after repeat) |
mm1905_ini_01 |
First, let me give you some information... |
||||||
initial |
^ |
mm1905_ini_02 |
<500ms silence> |
|||||||
initial |
If <current date> is in January |
mm1905_ini_03 |
Here are the scheduled payment delivery dates for January 2012. SSI payments were scheduled to arrive on December 30th 2011. Social Security benefits normally received on the third of the month will arrive as scheduled on January 3rd, second Wednesday benefits will arrive on the 11th, third Wednesday benefits on the 18th, and fourth Wednesday benefits on January 25th. For February, SSI payments will arrive on February 1st. Social Security benefits normally received on the third of the month will arrive as scheduled on the February 3rd, second Wednesday benefits on the 8th, third Wednesday benefits on the 15th, and fourth Wednesday benefits on February 22nd. |
|||||||
initial |
Elseif <current date> is in February |
mm1905_ini_04 |
Here are the scheduled payment delivery dates for February 2012. SSI payments are scheduled to arrive on February 1st. Social Security benefits normally received on the third of the month will arrive as scheduled on February 3rd, second Wednesday benefits on the 8th, third Wednesday benefits on the 15th, and fourth Wednesday benefits on February 22nd. For March, SSI payments will arrive on March 1st. Social Security benefits normally received on the third of the month will arrive on March 2nd, second Wednesday benefits on the 14th, third Wednesday benefits on the 21st, and fourth Wednesday benefits on March 28th. |
|||||||
initial |
Elseif <current date> is in March |
mm1905_ini_05 |
Here are the scheduled payment delivery dates for March 2012. SSI payments are scheduled to arrive on March 1st. Social Security benefits normally received on the third of the month will arrive on March 2nd, second Wednesday benefits on the 14th, third Wednesday benefits on the 21st, and fourth Wednesday benefits on March 28th. For April, SSI payments will arrive on March 30th. Social Security benefits normally received on the third of the month will arrive as scheduled on April 3rd, second Wednesday benefits on the 11th, third Wednesday benefits on the 18th, and fourth Wednesday benefits on April 25th. |
|||||||
initial |
Elseif <current date> is in April |
mm1905_ini_06 |
Here are the scheduled payment delivery dates for April 2012. SSI payments are scheduled to arrive on March 30th. Social Security benefits normally received on the third of the month will arrive as scheduled on April 3rd, second Wednesday benefits on the 11th, third Wednesday benefits on the 18th, and fourth Wednesday benefits on April 25th. For May, SSI payments will arrive on May 1st. Social Security benefits normally received on the third of the month will arrive as scheduled on May 3rd, second Wednesday benefits on the 9th, third Wednesday benefits on the 16th, and fourth Wednesday benefits on May 23rd. |
|||||||
initial |
Elseif <current date> is in May |
mm1905_ini_07 |
Here are the scheduled payment delivery dates for May 2012. SSI payments are scheduled to arrive on May 1st. Social Security benefits normally received on the third of the month will arrive as scheduled on May 3rd, second Wednesday benefits on the 9th, third Wednesday benefits on the 16th, and fourth Wednesday benefits on May 23rd. For June, SSI payments will arrive on June 1st. Social Security benefits normally received on the third of the month will also arrive on June 1st, second Wednesday benefits on the 13th, third Wednesday benefits on the 20th, and fourth Wednesday benefits on June 27th. |
|||||||
initial |
Elseif <current date> is in June |
mm1905_ini_08 |
Here are the scheduled payment delivery dates for June 2012. SSI payments are scheduled to arrive on June 1st. Social Security benefits normally received on the third of the month will also arrive on June 1st, second Wednesday benefits on the 13th, third Wednesday benefits on the 20th, and fourth Wednesday benefits on June 27th. For July, SSI payments will arrive on June 29th. Social Security benefits normally received on the third of the month will arrive as scheduled on July 3rd, second Wednesday benefits on the 11th, third Wednesday benefits on the 18th, and fourth Wednesday benefits on July 25th. |
|||||||
initial |
Elseif <current date> is in July |
mm1905_ini_09 |
Here are the scheduled payment delivery dates for July 2012. SSI payments are scheduled to arrive on June 29th. Social Security benefits normally received on the third of the month will arrive as scheduled on July 3rd, second Wednesday benefits on the 11th, third Wednesday benefits on the 18th, and fourth Wednesday benefits on June 25th. For August, SSI payments will arrive on August 1st. Social Security benefits normally received on the third of the month will arrive as scheduled on August 3rd, second Wednesday benefits on the 8th, third Wednesday benefits on the 15th, and fourth Wednesday benefits on August 22nd. |
|||||||
initial |
Elseif <current date> is in August |
mm1905_ini_10 |
Here are the scheduled payment delivery dates for August 2012. SSI payments are scheduled to arrive on August 1st. Social Security benefits normally received on the third of the month will arrive as scheduled on August 3rd, second Wednesday benefits on the 8th, third Wednesday benefits on the 15th, and fourth Wednesday benefits on August 22nd. For September, SSI payments will arrive on August 31st. Social Security benefits normally received on the third of the month will also arrive on August 31st, second Wednesday benefits on the 12th, third Wednesday benefits on the 19th, and fourth Wednesday benefits on September 26th. |
|||||||
initial |
Elseif <current date> is in September |
mm1905_ini_11 |
Here are the scheduled payment delivery dates for September 2012. SSI payments are scheduled to arrive on August 31st. Social Security benefits normally received on the third of the month will also arrive on August 31st, second Wednesday benefits on the 12th, third Wednesday benefits on the 19th, and fourth Wednesday benefits on September 26th. For October, SSI payments will arrive on October 1st. Social Security benefits normally received on the third of the month will arrive as scheduled on October 3rd, second Wednesday benefits on the 10th, third Wednesday benefits on the 17th, and fourth Wednesday benefits on October 24th. |
|||||||
initial |
Elseif <current date> is in October |
mm1905_ini_12 |
Here are the scheduled payment delivery dates for October 2012. SSI payments are scheduled to arrive on October 1st. Social Security benefits normally received on the third of the month will arrive as scheduled on October 3rd, second Wednesday benefits on the 10th, third Wednesday benefits on the 17th, and fourth Wednesday benefits on October 24th. For November, SSI payments will arrive on November 1st. Social Security benefits normally received on the third of the month will arrive on November 2nd, second Wednesday benefits on the 14th, third Wednesday benefits on the 21st, and fourth Wednesday benefits on November 28th. |
|||||||
initial |
Elseif <current date> is in November |
mm1905_ini_13 |
Here are the scheduled payment delivery dates for November 2012. SSI payments are scheduled to arrive on November 1st. Social Security benefits normally received on the third of the month will arrive on November 2nd, second Wednesday benefits on the 14th, third Wednesday benefits on the 21st, and fourth Wednesday benefits on November 28th. For December, SSI payments will arrive on November 30th. Social Security benefits normally received on the third of the month will arrive as scheduled on December 3rd, second Wednesday benefits on the 12th, third Wednesday benefits on the 19th, and fourth Wednesday benefits on December 26th. |
|||||||
initial |
Else (<current date> is in December) |
mm1905_ini_14 |
<TBD - need 2013 dates> |
|||||||
initial |
Always |
mm1905_ini_15 |
<1000ms silence> |
|||||||
initial |
^ |
mm1905_ini_16 |
Now, would like to hear that again? |
|||||||
Grammar |
||||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
|||||||
yes ?i would) // yes |
1 |
<checks_repeat_yesno yes> |
Never |
|||||||
no ?(i wouldn't) // no |
2 |
<checks_repeat_yesno no> |
Never |
|||||||
repeat, repeat that // repeat |
9 |
<checks_repeat_yesno repeat> |
Never |
|||||||
Actions |
||||||||||
Option |
Condition |
Action |
Transition |
|||||||
no |
If current_task=checks |
Prompt : [mm1905_out_01] Okay. |
||||||||
^ |
Else (current_task=late_payment) |
Prompt : [mm1905_out_02] Now, about the late payment... |
goto : mm1910_LatePaymentMenu_DM |
|||||||
yes |
Always |
Prompt : [mm1905_out_03] Sure. |
Re-Recognition : Reprompt |
|||||||
repeat |
Always |
Prompt : [mm1905_out_04] Sure. |
Re-Recognition : Reprompt |
|||||||
Recovery Behavior |
||||||||||
Type |
Condition |
Action |
Transition |
|||||||
nomatch 1 |
Always |
Prompt : [mm1905_nm1_01] Let's try again... Would you like to hear the payment dates again? |
Re-Recognition : |
|||||||
nomatch 2 |
Always |
Prompt : [mm1905_nm2_01] Sorry. To hear the scheduled payment dates again, press 1. If you don't want to hear it again, press 2. |
Re-Recognition : |
|||||||
nomatch 3 |
Always |
Prompt : [mm1905_nm3_01] Sorry we're having trouble. Let's keep going... |
||||||||
noinput 1 |
Always |
Prompt : [mm1905_ni1_01] If you'd like to hear the scheduled payment delivery dates again, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
|||||||
noinput 2 |
Always |
Prompt : [mm1905_ni2_01] Let's keep going... |
||||||||
Commands: State-Specific Behavior |
||||||||||
Commands: Disabled Globals |
||||||||||
repeat |
||||||||||
Commands: Confirmations |
||||||||||
Config Parameters |
||||||||||
Parameter |
Value |
|||||||||
-- |
-- |
|||||||||
Developer Notes |
||||||||||
-- |
||||||||||
mm1907_LatePaymentQuestion_DM
YesNo Recognition |
|
||||||||
Asks the caller if they're calling about a late payment. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm1907_ini_01 |
Are you calling about a LATE payment? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes ?(a late payment) // yes |
1 |
<check_late_yesno yes> |
Never |
||||||
no ?(it's not late) // no |
2 |
<check_late_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
Always |
Prompt : [mm1907_out_01] Okay. In that case... |
goto : mm0200_SFToggle_DS |
||||||
yes |
Always |
Prompt : [mm1907_out_02] Hmmm... Okay. |
goto : mm1910_LatePaymentMenu_DM |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1907_nm1_01] Let's try again... ARE you calling about a late payment? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm1907_nm2_01] Sorry. If you're calling about a payment that's LATE, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm1907_ni1_01] If you're calling about a payment that's LATE, say 'yes' or press 1. Otherwise, say 'no' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm1907_ni2_01] Sorry. If you'd like information on a payment that's LATE, press 1. If you're calling about an on-time payment, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm1910_LatePaymentMenu_DM
CustomContext Recognition |
|
|||||||||
Asks callers how they receive their payments. |
||||||||||
Entering From |
||||||||||
Initial Prompts |
||||||||||
Type |
Condition |
Name |
Wording |
|||||||
initial |
If current_task-checks |
mm1910_ini_01 |
How are you expecting your payment - by 'Mail' or 'Direct Deposit?' (If you're not sure, just say 'I'm Not Sure.') |
|||||||
initial |
Else (current_task=late_payment) |
mm1910_ini_02 |
How were you expecting it - by 'Mail' or 'Direct Deposit?' (If you're not sure, just say 'I'm Not Sure.') |
|||||||
reprompt |
(after repeat or disconfirmation) |
If current_task=late_payment |
mm1910_ree_01 |
How were you expecting your payment - by 'Mail' or 'Direct Deposit?' (If you're not sure, just say 'I'm Not Sure.') |
||||||
Grammar |
||||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
|||||||
mail, [check payment] by mail |
1 |
<late_payment_menu mail> |
If Necessary |
|||||||
direct deposit ?payment // direct_deposit |
2 |
<late_payment_menu direct_deposit> |
If Necessary |
|||||||
?i'm not sure // not_sure |
3 |
<late_payment_menu not_sure> |
If Necessary |
|||||||
repeat, repeat that // repeat |
9 |
<late_payment_menu repeat> |
Never |
|||||||
Actions |
||||||||||
Option |
Condition |
Action |
Transition |
|||||||
direct_deposit |
Always |
Assign : payment_method =direct_deposit |
-- |
|||||||
^ |
^ |
Prompt : [mm1910_out_01] All right. |
goto : mm1920_DepositMsg_PP |
|||||||
Always |
Assign : payment_method =mail |
-- |
||||||||
^ |
^ |
Prompt : [mm1910_out_02] All right. |
goto : mm1930_MailMsg_PP |
|||||||
not_sure |
Always |
Prompt : [mm1910_out_03] Okay. |
goto : mm3000_ABRStatus_DS |
|||||||
repeat |
Always |
Prompt : [mm1910_out_04] Sure. |
Re-Recognition : Reprompt |
|||||||
Confirmation Prompts |
||||||||||
Option |
Condition |
Name |
Wording |
|||||||
Always |
mm1910_cnf_ini_01 |
You're expecting a check in the mail, right? |
||||||||
direct_deposit |
Always |
mm1910_cnf_ini_02 |
You're waiting for a direct deposit, right? |
|||||||
not_sure |
Always |
mm1910_cnf_ini_03 |
You're not sure of HOW you'll be receiving your next payment, right? |
|||||||
Confirmation Recovery Behavior |
||||||||||
Recovery Behavior |
||||||||||
Type |
Condition |
Action |
Transition |
|||||||
nomatch 1 |
Always |
Prompt : [mm1910_nm1_01] Let's try again. You can say ''Mail' or press 1, 'Direct Deposit' or press 2, or 'I'm Not Sure' or press 3. |
Re-Recognition : |
|||||||
nomatch 2 |
^ |
Prompt : [mm1910_nm2_01] Sorry. If you're expecting to receive your payment by mail, press 1. If you're expecting a direct deposit instead, press 2. Or, if you're not sure, press 3. |
Re-Recognition : |
|||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
|||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
|||||||
noinput 1 |
^ |
Prompt : [mm1910_ni1_01] If you're expecting your next payment by mail, say 'mail' or press 1. If you're waiting for your payment to be deposited into your bank account, say 'direct deposit' or press 2. Or, if you're not sure, say 'I'm not sure' or press 3. |
Re-Recognition : |
|||||||
noinput 2 |
^ |
Prompt : [mm1910_ni2_01] Sorry. I need to know what method of payment you are expecting. If you're expecting a check in the mail, press 1. If a direct deposit, press 2. If you're not sure, press 3. |
Re-Recognition : |
|||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
|||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
|||||||
Commands: State-Specific Behavior |
||||||||||
Commands: Disabled Globals |
||||||||||
repeat |
||||||||||
Commands: Confirmations |
||||||||||
Config Parameters |
||||||||||
Parameter |
Value |
|||||||||
-- |
-- |
|||||||||
Developer Notes |
||||||||||
-- |
||||||||||
mm1920_DepositMsg_PP
Simple Play Prompt |
|
|||||
Plays information and suggestions on how callers can troubleshoot a direct deposit. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
mm1920_out_01 |
If you've recently changed bank accounts, you should check to make sure that the payment wasn't deposited to your old account. It might also have something to do with your bank's policy on the time and date when accounts are updated, so you should ask your bank if any other payments posted to your account on the day you were expecting the deposit. |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
-- |
goto : mm1940_LatePaymentExit_DM |
||||
Developer Notes |
||||||
-- |
||||||
mm1930_MailMsg_PP
Simple Play Prompt |
|
|||||
Plays information about why a check may not have been received yet. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
mm1930_out_01 |
Just so you know, a payment isn't considered late until the third mail delivery date after its due date. (Sundays and Federal holidays are not mail delivery days.) Also, if you've recently moved, your check may have been sent to your previous address. |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
-- |
goto : mm1940_LatePaymentExit_DM |
||||
Developer Notes |
||||||
-- |
||||||
mm1940_LatePaymentExit_DM
CustomContext Recognition |
|
||||||||
Offers a menu of options for transition to next state. (Note that only the global command grammar is active for this state.) |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm1940_ini_01 |
Now, would you like to hear that again? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes // yes |
1 |
<late_payment_exit_yesno yes> |
Never |
||||||
no // no |
2 |
<late_payment_exit_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
If office_hours=true |
Prompt : [mm1940_out_01] All right. If you still have questions, and you'd like to speak to someone about your payment, say 'Agent.' Or, if you're finished, feel free to hang up. Otherwise, hold on and I'll take you back to the Main Menu. |
-- |
||||||
^ |
Else (office_hours=false) |
Prompt : [mm1940_out_02] If you're finished, feel free to hang up. Otherwise, just hang on and I'll take you back to the Main Menu. |
-- |
||||||
^ |
Always |
-- |
goto : mm0200_SFToggle_DS |
||||||
yes |
If payment_method=direct_deposit |
Prompt : [mm1940_out_03] Sure. |
goto : mm1920_DepositMsg_PP |
||||||
^ |
Else (payment_method=mail) |
Prompt : [mm1940_out_04] Sure. |
goto : mm1930_MailMsg_PP |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm1940_nm1_01] Let's try again... Would you like to hear that payment information again? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm1940_nm2_01] Sorry. To hear about the late payment again, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm1940_ni1_01] If you'd like to hear the late payment information again, say 'Yes' or press 1. Otherwise, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm1940_ni2_01] Sorry. To hear about the late payment again, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
repeat |
If payment_method=mail |
Prompt : [gl_repeat_01] Sure. |
goto : mm1930_MailMsg_PP |
||||||
repeat |
Else (payment_method=direct_deposit) |
Prompt : [gl_repeat_01] Sure. |
goto : mm1920_DepositMsg_PP |
||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm2000_ReceivingBenefits_DM
YesNo Recognition |
|
||||||||
Asks callers whether or not they are already receving benefits. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm2000_ini_01 |
Are you already receiving Social Security benefits? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes ?(i am) // yes |
1 |
<receiving_benefits_yesno yes> |
Never |
||||||
no ?(i'm not) // no |
2 |
<receiving_benefits_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
If form_7004_delivery=true |
Prompt : [mm2000_out_01] Okay. |
goto : mm2040_FutureBenefits_DM |
||||||
^ |
Else (form_7004_delivery=false) |
Prompt : [mm2000_out_02] Okay. |
|||||||
yes |
Always |
Prompt : [mm2000_out_03] All right. |
goto : mm2010_BenefitsEarnings_DM |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm2000_nm1_01] Let's try again... ARE you currently getting benefits? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm2000_nm2_01] Sorry. If you are receiving Social Security benefits, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm2000_ni1_01] I need to know if you're receiving Social Security benefits. If you are, say 'Yes' or press 1. If you AREN'T, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm2000_ni2_01] Sorry. If you're receiving Social Security benefits, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm2010_BenefitsEarnings_DM
CustomContext Recognition |
|
||||||||
Asks callers if they need a 1099, a proof of income statement, or something else. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm2010_ini_01 |
If you're doing your taxes and you need a replacement benefits statement (or '1099'), say 'Benefits Statement.' If you need a letter of proof of your income for anything OTHER than taxes, say 'Proof of Income.' For anything else, just say 'It's Something Else.' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
?(?form 1099) (?tax benefits statement), (?form 1099) // benefits_statement |
1 |
<benefits_earnings_menu benefits_statement> |
If Necessary |
||||||
proof of income ?letter // proof_of_income |
2 |
<benefits_earnings_menu proof_of_income> |
If Necessary |
||||||
?it's something else // something_else |
3 |
<benefits_earnings_menu something_else> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
benefits_statement |
Always |
Assign : current_task =benefits_statement |
-- |
||||||
^ |
^ |
Prompt : [mm2010_out_01] Okay. Benefits Statement. |
|||||||
proof_of_income |
Always |
Assign : current_task =benefits_verification |
-- |
||||||
^ |
^ |
Prompt : [mm2010_out_02] Okay. Proof of Income. |
goto : mm0500_BEVEKBA_DS |
||||||
something_else |
Always |
Prompt : [mm2010_out_03] Okay. |
goto : mm3000_ABRStatus_DS |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
benefits_statement |
Always |
mm2010_cnf_ini_01 |
You'd like a replacement Form 1099 benefits statement. |
||||||
proof_of_income |
Always |
mm2010_cnf_ini_02 |
You need a proof of income document that's not for your tax return. |
||||||
something_else |
Always |
mm2010_cnf_ini_03 |
You'd like help with something else. |
||||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm2010_nm1_01] Let's try again. You can say 'Benefits Statement' or press 1, 'Proof of Income' or press 2, or 'It's Something Else' or press 3. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm2010_nm2_01] Sorry. If you need a replacement Form 1099 benefits statement for filing your tax return, press 1. If you need a document of your income for anything other than your tax return, press 2. For anything else, press 3. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm2010_ni1_01] If you need a replacement benefits statement, or 'Form 1099,' for filing your tax return, say 'benefits statement' or press 1. For a document of your income for anything other than your tax return, say 'proof of income' or press 2. If you need something else, say 'it's something else' or press 3. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm2010_ni2_01] Sorry. If you need a replacement Form 1099 benefits statement for filing your tax return, press 1. If you need a document of your income for anything other than a tax return, press 2. For anything else, press 3. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm2030_OtherQuestions_DM
CustomContext Recognition |
|
||||||||
Asks callers whether they are calling about an estimate of future benefits. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm2030_ini_01 |
Are you calling about an estimate of FUTURE benefits? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes // yes |
1 |
<future_benefits_yesno yes> |
Never |
||||||
no // no |
2 |
<future_benefits_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
yes |
If form_7004_delivery=true |
Prompt : [mm2030_out_01] All right. |
goto : mm2040_FutureBenefits_DM |
||||||
^ |
Else (form_7004_delivery=false) |
Prompt : [mm2030_out_02] All right. |
|||||||
no |
Always |
Prompt : [mm2030_out_03] All right. You'll need to speak with someone... |
goto : mm3000_ABRStatus_DS |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm2030_nm1_01] Let's try again... ARE you calling about an estimate of future benefits? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm2030_nm2_01] Sorry. If you'd like an estimate of future benefits, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm2030_ni1_01] If you'd like an estimate of future benefits, say 'Yes' or press 1. Otherwise, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm2030_ni2_01] Sorry. For an estimate of FUTURE benefits, press 1. For anything else, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm2040_FutureBenefits_DM
CustomContext Recognition |
|
|||||||||
Tells callers how to request an estimate of future benefits, and offers an option to request a mail-in form. |
||||||||||
Entering From |
||||||||||
Initial Prompts |
||||||||||
Type |
Condition |
Name |
Wording |
|||||||
initial |
Always |
mm2040_ini_01 |
Estimates of your future benefits are on your social security statement, which is sent to you automatically every three years or so, starting about three months before you turn 25. To request a statement now, you can do it on our website at 'social security dot G O V' and it will take about 2 to 4 weeks to receive it. You can also request a statement by MAIL, by filling out form number '7004.' Mail orders take 4 to 6 weeks. To order a 'Form 7004' over the phone, just say 'Order Form.' Or, if you have OTHER questions about earnings and benefits, say 'Other Questions.' |
|||||||
Grammar |
||||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
|||||||
repeat, repeat that, hear that again // repeat |
1 |
<future_benefits_menu repeat> |
Never |
|||||||
order_form // order_form |
2 |
<future_benefits_menu order_form> |
If Necessary |
|||||||
other_questions // other_questions |
3 |
<future_benefits_menu other_questions> |
If Necessary |
|||||||
Actions |
||||||||||
Option |
Condition |
Action |
Transition |
|||||||
order_form |
Always |
Assign : current_task =transcription_7004 |
-- |
|||||||
^ |
^ |
Prompt : [mm2040_out_01] Sure. |
goto : mm0545_TranscriptionKBA_DS |
|||||||
other_questions |
Always |
Prompt : [mm2040_out_02] Okay. |
goto : mm3000_ABRStatus_DS |
|||||||
Confirmation Prompts |
||||||||||
Option |
Condition |
Name |
Wording |
|||||||
order_form |
Always |
mm2040_cnf_ini_01 |
You'd like to request that a Form 7004 be mailed to you. |
|||||||
other_questions |
Always |
mm2040_cnf_ini_02 |
You'd like other information on earnings and benefits. |
|||||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
|||||||
Confirmation Recovery Behavior |
||||||||||
Recovery Behavior |
||||||||||
Type |
Condition |
Action |
Transition |
|||||||
nomatch 1 |
Always |
Prompt : [mm2040_nm1_01] Let's try again. You can say 'Repeat That' or press 1. Otherwise, if you'd like to order form 7004, say 'Order Form' or press 2. OR, say 'Other Questions' or press 3. |
Re-Recognition : |
|||||||
nomatch 2 |
^ |
Prompt : [mm2040_nm2_01] Sorry. To hear the information again, press 1. To order Form 7004, press 2. Or, for other information about earnings and benefits, press 3. |
Re-Recognition : |
|||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
|||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
|||||||
noinput 1 |
^ |
Prompt : [mm2040_ni1_01] To hear the information again, say 'Repeat That' or press 1. If you'd like to order Form 7004 now, say 'Order Form' or press 2. Or, for other questions about earnings and benefits, say 'Other Questions' or press 3. |
Re-Recognition : |
|||||||
noinput 2 |
^ |
Prompt : [mm2040_ni2_01] Sorry. If you'd like to hear the information again, press 1. To order Form 7004 now, press 2. Or, for other information about earnings and benefits, press 3. |
Re-Recognition : |
|||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
|||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
|||||||
Commands: State-Specific Behavior |
||||||||||
Type |
Condition |
Action |
Transition |
|||||||
repeat |
-- |
Prompt : [mm2040_repeat_01] Sure. |
Re-Recognition : Reprompt |
|||||||
Commands: Confirmations |
||||||||||
Commands: Grammar |
||||||||||
Sample Expressions |
DTMF |
Command |
Confirm |
|||||||
repeat that, repeat |
1 |
repeat |
Never |
|||||||
Config Parameters |
||||||||||
Parameter |
Value |
|||||||||
-- |
-- |
|||||||||
Developer Notes |
||||||||||
-- |
||||||||||
mm2050_FutureBenefitsBudgetaryMsg_PP
Simple Play Prompt |
|
|||||
If 'form_7004_delivery=false,' this state plays informational message explaining whay form 7004 will not be delivered, due to budgetary constraints. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
mm2050_out_01 |
Estimates of your future benefits are on your social security statement, which is normally sent to you automatically every three years or so, starting about three months before you turn 25. However, due to budgetary constraints, the Social Security Administration has temporarily suspended delivery of all benefits statements. We apologize for this inconvenience. For more information, visit our website at 'social security dot G O V.' |
|||
initial |
^ |
mm2050_out_02 |
<1000ms silence> |
|||
initial |
If office_hours=true |
mm2050_out_03 |
Now, if you're finished, feel free to hang up. If you'd like to speak to someone about your benefits, say 'Agent.' Otherwise... |
|||
initial |
Else (office_hours=false) |
mm2050_out_04 |
Now, if you're finished, feel free to hang up. Otherwise... |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
-- |
goto : mm0200_SFToggle_DS |
||||
Developer Notes |
||||||
-- |
||||||
mm2100_RepPayeeMenu_DM
CustomContext Recognition |
|
||||||||
Presents six payee options - hear about the program, change payees, report misuse, become a payee, questions about filing a payee report, or something else. |
|||||||||
Entering From |
|||||||||
mm0210_SFMainMenu_DM, mm2110_ProgramMsg_DM, mm2120_ChangeMsg_DM, mm2200_BecomePayee_DM, mm2210_PayeeMisuse_DM |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm2100_ini_01 |
Which would you like to do - you can say 'Change Payee,' report 'Misuse of Benefits,' 'Become a Payee,' get information about filing a 'Payee Report,' or to hear what a representative payee DOES, say 'Payee Responsibilities.' For help with anything else say 'It's Something Else.' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
[change different] ?[payee representative] // change |
1 |
<rep_payee_menu change> |
If Necessary |
||||||
(misuse ?(of benefits)), benefits misuse // misuse |
2 |
<rep_payee_menu misuse> |
If Necessary |
||||||
become ?a payee // become |
3 |
<rep_payee_menu become> |
If Necessary |
||||||
(?payee report), [file filing] ?(a payee) report // report |
4 |
<rep_payee_menu report> |
If Necessary |
||||||
?payee responsibilities // program |
5 |
<rep_payee_menu program> |
If Necessary |
||||||
?it's something else // something_else |
6 |
<rep_payee_menu something_else> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
become |
Always |
Prompt : [mm2100_out_01] All right. |
goto : mm2200_BecomePayee_DM |
||||||
change |
Always |
-- |
goto : mm2120_ChangeMsg_DM |
||||||
misuse |
Always |
Prompt : [mm2100_out_02] All right. Misuse of Benefits. |
goto : mm2210_PayeeMisuse_DM |
||||||
program |
Always |
-- |
goto : mm2110_ProgramMsg_DM |
||||||
report |
Always |
Prompt : [mm2100_out_03] Okay. |
goto : mm3000_ABRStatus_DS |
||||||
something_else |
Always |
Prompt : [mm2100_out_04] Okay. |
goto : mm3000_ABRStatus_DS |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
program |
Always |
mm2100_cnf_ini_01 |
You'd like information on what a payee representative DOES. Is that right? |
||||||
change |
Always |
mm2100_cnf_ini_02 |
You'd like to change your payee, right? |
||||||
misuse |
Always |
mm2100_cnf_ini_03 |
You suspect there may be a problem with how your benefits are being handled, right? |
||||||
become |
Always |
mm2100_cnf_ini_04 |
You're interested in BECOMING a payee, right? |
||||||
report |
Always |
mm2100_cnf_ini_05 |
You have questions about filing a payee report, right? |
||||||
something_else |
Always |
mm2100_cnf_ini_06 |
You'd like help with something else, right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm2100_nm1_01] Let's try again. You can say 'Change Payee' (or press 1); 'Misuse Of Benefits' (or 2), 'Become a Payee' (3); 'Payee Report' (4); 'Payee Responsibilities' (5); or say 'It's Something Else' or press 6. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm2100_nm2_01] Sorry. If you'd like to CHANGE your payee, press 1. If you suspect a problem with how your benefits are being handled, press 2. For information on BECOMING a payee, press 3. For questions about filing a REPORT, press 4. For information on what a payee DOES, press 5. Or, for all other questions, press 6. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm2100_ni1_01] To request a different payee, say 'Change Payee' (or press 1). If you think there's a problem with how your benefits are being handled, say 'Misuse Of Benefits' (or 2). If you'd like to BECOME a payee, say 'Become A Payee' (3). For questions about filing a report, say 'Payee Report' (4). If you'd like to hear what a payee DOES, say 'Payee Responsibilities' (5). Or, for any other information, say 'It's Something Else' (or press 6). |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm2100_ni2_01] Sorry. If you'd like to CHANGE your payee, press 1. If you suspect a problem with how your benefits are being handled, press 2. For information on BECOMING a payee, press 3. For questions about filing a REPORT, press 4. For information on what a payee DOES, press 5. Or, for all other questions, press 6. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm2110_ProgramMsg_DM
CustomContext Recognition |
|
||||||||||
Plays information about the Payee Representatitve program and offers options to hear it again, hear the payee options again, speak with an agent, or continue in the IVR. |
|||||||||||
Entering From |
|||||||||||
Initial Prompts |
|||||||||||
Type |
Condition |
Name |
Wording |
||||||||
initial |
Always |
mm2110_ini_01 |
When a beneficiary needs help managing their Social Security or SSI benefits, we appoint a Representative Payee for them. The payee can be a relative or friend, or a nursing home or hospital. The payee receives the monthly benefits and uses them to pay for the beneficiary's needs. The payee must keep accurate records of how the money is spent, and report this to Social Security using the Representative Payee Report form. The payee must also report any changes to a beneficiary's situation (like a change of address, medical condition, or income). Finally, although someone may have 'power of attorney' to conduct business for a beneficiary, the Social Security Administration does not recognize 'power of attorney' for purposes of managing a beneficiary's payments. |
||||||||
initial |
^ |
mm2110_ini_02 |
<500ms silence> |
||||||||
initial |
If office_hours=true |
mm2110_ini_03 |
To hear that again, say 'Repeat That.' To hear the other 'Representative Payee' options again, say 'Payee Options.' Or, to speak to someone about the program, say 'Agent.' Otherwise, hold on and I'll take you back to the Main Menu... |
||||||||
initial |
Else (office_hours=false) |
mm2110_ini_04 |
To hear that again, say 'Repeat That.' Or to hear the other 'Representative Payee' options again, say 'Payee Options.' Otherwise, hold on and I'll take you back to the Main Menu... |
||||||||
reprompt |
(after disconfirmation) |
If office_hours=true |
mm2110_ree_01 |
To hear the information again, say 'Repeat That.' To hear the other 'Representative Payee' options again, say 'Payee Options.' Or, to speak to someone about the program, say 'Agent.' Otherwise, hold on and I'll take you back to the Main Menu... |
|||||||
reprompt |
^ |
Else (office_hours=false) |
mm2110_ree_02 |
To hear the information again, say 'Repeat That.' Or to hear the other 'Representative Payee' options again, say 'Payee Options.' Otherwise, hold on and I'll take you back to the Main Menu... |
|||||||
Grammar |
|||||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||||
repeat, repeat that // repeat |
1 |
<payee_program_menu repeat> |
Never |
||||||||
?hear ?the ?representative ?payee options ?again // payee_options |
2 |
<payee_program_menu payee_options> |
If Necessary |
||||||||
Actions |
|||||||||||
Option |
Condition |
Action |
Transition |
||||||||
payee_options |
Always |
Prompt : [mm2110_out_01] Sure. Here are those options again... |
goto : mm2100_RepPayeeMenu_DM |
||||||||
Confirmation Prompts |
|||||||||||
Option |
Condition |
Name |
Wording |
||||||||
payee_options |
Always |
mm2110_cnf_ini_01 |
You'd like to choose another payee option, right? |
||||||||
Confirmation Recovery Behavior |
|||||||||||
Recovery Behavior |
|||||||||||
Type |
Condition |
Action |
Transition |
||||||||
nomatch 1 |
If office_hours=true |
Prompt : [mm2110_nm1_01] Let's try again. You can say 'Repeat That' or press 1, 'Payee Options' or press 2; or 'Agent' or press 0. If you're finished, feel free to hang up. Otherwise, just hold on and I'll take you back to the Main Menu... |
Re-Recognition : |
||||||||
nomatch 1 |
Else (office_hours=false) |
Prompt : [mm2110_nm1_02] Let's try again. You can say 'Repeat That' or press 1, 'Payee Options' or press 2; or if you're finished, feel free to hang up. Otherwise, just hold on and I'll take you back to the Main Menu... |
Re-Recognition : |
||||||||
nomatch 2 |
If office_hours=true |
Prompt : [mm2110_nm2_01] Sorry. To hear the information about the representative payees again, press 1. To choose another payee option, press 2. To speak with an agent about the payee program, press 0. If you're finished, feel free to hang up. Otherwise, just hold on and I'll take you back to the Main Menu... |
Re-Recognition : |
||||||||
nomatch 2 |
Else (office_hours=false) |
Prompt : [mm2110_nm1_03] Sorry. To hear the information about the representative payees again, press 1. To choose another payee option, press 2. If you're finished, feel free to hang up. Otherwise, just hold on and I'll take you back to the Main Menu... |
Re-Recognition : |
||||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||||
noinput 1 |
Always |
-- |
goto : mm0200_SFToggle_DS |
||||||||
Commands: State-Specific Behavior |
|||||||||||
Type |
Condition |
Action |
Transition |
||||||||
repeat |
-- |
Prompt : [mm2110_repeat_01] Sure. |
Re-Recognition : Reprompt |
||||||||
Commands: Confirmations |
|||||||||||
Commands: Grammar |
|||||||||||
Sample Expressions |
DTMF |
Command |
Confirm |
||||||||
repeat that, repeat |
1 |
repeat |
Never |
||||||||
Config Parameters |
|||||||||||
Parameter |
Value |
||||||||||
-- |
-- |
||||||||||
Developer Notes |
|||||||||||
-- |
|||||||||||
mm2120_ChangeMsg_DM
CustomContext Recognition |
|
||||||||||
Plays information on how to change payees and offers options to repeat, choose another payee option, find a field office, speak with an agent, or continue in the IVR. |
|||||||||||
Entering From |
|||||||||||
Initial Prompts |
|||||||||||
Type |
Condition |
Name |
Wording |
||||||||
initial |
Always |
mm2120_ini_01 |
Social Security usually chooses a representative payee for you, and we send you a letter telling you who that payee is. If you want a different payee, you have 60 days to appeal our choice by contacting us. |
||||||||
initial |
^ |
mm2120_ini_02 |
<500ms silence> |
||||||||
initial |
^ |
mm2120_ini_03 |
If, on the other hand, you already have a payee and want to change, your potential new payee must file an application in person at a Social Security office. They'll need to provide their Social Security Number, a proof of identification (like a driver's license), as well as their doctor's name and contact information. |
||||||||
initial |
^ |
mm2120_ini_04 |
<500ms silence> |
||||||||
initial |
^ |
mm2120_ini_05 |
And finally, if you want to become your OWN payee, you'll need to show the Social Security Administration evidence - a doctor's statement, for example - indicating that you're now able to manage your own benefits. |
||||||||
initial |
^ |
mm2120_ini_06 |
<1000ms silence> |
||||||||
initial |
If office_hours=true |
mm2120_ini_07 |
To hear that again, say 'Repeat That.' If you'd like to hear the other 'Representative Payee' options again, say 'Payee Options.' To find the location of a field office in your area, say 'Find an Office.' Or, to talk to someone about the program, say 'Agent.' Otherwise, hold on and I'll take you back to the Main Menu. |
||||||||
initial |
Else (office_hours=false) |
mm2120_ini_08 |
To hear that again, say 'Repeat That.' If you'd like to hear the other 'Representative Payee' options again, say 'Payee Options.' Or to find the location of a field office in your area, say 'Find an Office.' Otherwise, hold on and I'll take you back to the Main Menu. |
||||||||
reprompt |
(after disconfirmation) |
If office_hours=true |
mm2120_ree_01 |
To hear the information again, say 'Repeat That.' If you'd like to hear the other 'Representative Payee' options again, say 'Payee Options.' To find the location of a field office in your area, say 'Find an Office.' Or, to talk to someone about the program, say 'Agent.' Otherwise, hold on and I'll take you back to the Main Menu. |
|||||||
reprompt |
^ |
Else (office_hours=false) |
mm2120_ree_02 |
To hear the information again, say 'Repeat That.' If you'd like to hear the other 'Representative Payee' options again, say 'Payee Options.' Or to find the location of a field office in your area, say 'Find an Office.' Otherwise, hold on and I'll take you back to the Main Menu. |
|||||||
Grammar |
|||||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||||
repeat, repeat that // repeat |
1 |
<payee_change_menu repeat> |
Never |
||||||||
?hear ?the ?representative ?payee options ?again // payee_options |
2 |
<payee_change_menu payee_options> |
If Necessary |
||||||||
(find an office), (?find ?a ?field office ?location), (?find ?the? ?(location of a) ?field office) // office |
3 |
<payee_change_menu office> |
If Necessary |
||||||||
Actions |
|||||||||||
Option |
Condition |
Action |
Transition |
||||||||
payee_options |
Always |
Prompt : [mm2120_out_01] Sure. Here are those options again... |
goto : mm2100_RepPayeeMenu_DM |
||||||||
office |
Always |
Assign : current_task =field_office_locator |
goto : mm0320_FieldOfficeLocator_SD |
||||||||
Confirmation Prompts |
|||||||||||
Option |
Condition |
Name |
Wording |
||||||||
payee_options |
Always |
mm2120_cnf_ini_01 |
You'd like to choose another payee option. |
||||||||
office |
Always |
mm2120_cnf_ini_02 |
You'd like to find a field office location. |
||||||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
||||||||
Confirmation Recovery Behavior |
|||||||||||
Recovery Behavior |
|||||||||||
Type |
Condition |
Action |
Transition |
||||||||
nomatch 1 |
If office_hours=true |
Prompt : [mm2120_nm1_01] Let's try again. You can say 'Repeat That' or press 1, 'Payee Options' or press 2, 'Find An Office' or press 3; or 'Agent' or press 0. If you're finished, feel free to hang up. Otherwise, just hold on and I'll take you back to the Main Menu... |
Re-Recognition : |
||||||||
nomatch 1 |
Else (office_hours=false) |
Prompt : [mm2120_nm1_02] Let's try again. You can say 'Repeat That' or press 1, 'Payee Options' or press 2, 'Find An Office' or press 3; or if you're finished, feel free to hang up. Otherwise, just hold on and I'll take you back to the Main Menu... |
Re-Recognition : |
||||||||
nomatch 2 |
If office_hours=true |
Prompt : [mm2120_nm2_01] Sorry. To hear the information again, press 1. To choose another payee option, press 2. For field office locations, press 3. To speak with an agent about the payee program, press 0. If you're finished, feel free to hang up. Otherwise, just hold on and I'll take you back to the Main Menu... |
Re-Recognition : |
||||||||
nomatch 2 |
Else (office_hours=false) |
Prompt : [mm2120_nm2_02] Sorry. To hear the information again, press 1. To choose another payee option, press 2. For field office locations, press 3. If you're finished, feel free to hang up. Otherwise, just hold on and I'll take you back to the Main Menu... |
Re-Recognition : |
||||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||||
noinput 1 |
Always |
-- |
goto : mm0200_SFToggle_DS |
||||||||
Commands: State-Specific Behavior |
|||||||||||
Type |
Condition |
Action |
Transition |
||||||||
repeat |
-- |
Prompt : [mm2120_repeat_01] Sure. |
Re-Recognition : Reprompt |
||||||||
Commands: Confirmations |
|||||||||||
Commands: Grammar |
|||||||||||
Sample Expressions |
DTMF |
Command |
Confirm |
||||||||
repeat that, repeat |
1 |
repeat |
Never |
||||||||
Config Parameters |
|||||||||||
Parameter |
Value |
||||||||||
-- |
-- |
||||||||||
Developer Notes |
|||||||||||
-- |
|||||||||||
mm2200_BecomePayee_DM
CustomContext Recognition |
|
||||||||||
Plays information on how to become a payee representative and offers options to repeat, choose another payee option, find a field office, speak with an agent, or continue in the IVR. |
|||||||||||
Entering From |
|||||||||||
Initial Prompts |
|||||||||||
Type |
Condition |
Name |
Wording |
||||||||
initial |
Always |
mm2200_ini_01 |
There are three ways someone can become a representative payee: a payee may be appointed by the Social Security Administration; a payee may be requested by a beneficiary - whether they currently have one or not - or someone who already has a payee may become their own payee. When we find that a beneficiary needs help managing their Social Security or SSI benefits, we appoint a Representative Payee for them. Appointed payees must be interviewed in person, and complete a form at a Social Security office. There, the appointed payee will need their social security number, proof of identification (like a driver's license), as well as the name and contact information of the beneficiary's doctor. If, on the other hand, a beneficiary wants to obtain a payee, or wants to change their current payee, the potential payee must be interviewed in person, and complete a form at a Social Security office. Again, the potential payee will need their social security number, proof of identification, as well as the name and contact information of the beneficiary's doctor. In addition, although a potential payee may have 'power of attorney,' Social Security does not recognize 'power of attorney' for purposes of managing benefit payments. Finally, if you want to become your OWN payee, you need to show evidence (a doctor's statement, for example) that you're now able to handle your money yourself. |
||||||||
initial |
^ |
mm2200_ini_02 |
<1000ms silence> |
||||||||
initial |
If office_hours=true |
mm2200_ini_03 |
To hear that again, say 'Repeat That.' If you'd like to hear the other 'Representative Payee' options again, say 'Payee Options.' To find the location of a field office in your area, say 'Find an Office.' Or, to talk to a Social Security representative about the program, say 'Agent.' Otherwise, to go back to the main menu, just say 'I'm Finished.' |
||||||||
initial |
Else (office_hours=false) |
mm2200_ini_04 |
To hear that again, say 'Repeat That.' If you'd like to hear the other 'Representative Payee' options again, say 'Payee Options.' Or, to find the location of a field office in your area, say 'Find an Office.' Otherwise, to go back to the main menu, just say 'I'm Finished.' |
||||||||
reprompt |
(after disconfirmation) |
If office_hours=true |
mm2200_ree_01 |
To hear the information again, say 'Repeat That.' If you'd like to hear the other 'Representative Payee' options again, say 'Payee Options.' To find the location of a field office in your area, say 'Find an Office.' Or, to talk to a Social Security representative about the program, say 'Agent.' Otherwise, to go back to the main menu, just say 'I'm Finished.' |
|||||||
reprompt |
^ |
Else (office_hours=false) |
mm2200_ree_02 |
To hear the information again, say 'Repeat That.' If you'd like to hear the other 'Representative Payee' options again, say 'Payee Options.' Or, to find the location of a field office in your area, say 'Find an Office.' Otherwise, to go back to the main menu, just say 'I'm Finished.' |
|||||||
Grammar |
|||||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||||
repeat, repeat that // repeat |
1 |
<payee_become_menu repeat> |
Never |
||||||||
?hear ?the ?representative ?payee options ?again // payee_options |
2 |
<payee_become_menu payee_options> |
If Necessary |
||||||||
(find an office), (?find ?a ?field office ?location), (?find ?the? ?(location of a) ?field office) // office |
3 |
<payee_become_menu office> |
If Necessary |
||||||||
?(i'm) (finished done) // finished |
4 |
<payee_become_menu finished> |
If Necessary |
||||||||
Actions |
|||||||||||
Option |
Condition |
Action |
Transition |
||||||||
finished |
Always |
Prompt : [mm2200_out_01] All right. |
goto : mm0200_SFToggle_DS |
||||||||
payee_options |
Always |
Prompt : [mm2200_out_02] Sure. Here are those options again... |
goto : mm2100_RepPayeeMenu_DM |
||||||||
office |
Always |
Assign : current_task =field_office_locator |
-- |
||||||||
^ |
^ |
Prompt : [mm2200_out_03] Sure. |
goto : mm0320_FieldOfficeLocator_SD |
||||||||
Confirmation Prompts |
|||||||||||
Option |
Condition |
Name |
Wording |
||||||||
finished |
Always |
mm2200_cnf_ini_01 |
Sounds like you're finished with Payee Information. |
||||||||
payee_options |
Always |
mm2200_cnf_ini_02 |
You'd like to choose another payee option. |
||||||||
office |
Always |
mm2200_cnf_ini_03 |
You'd like to find a field office location. |
||||||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
||||||||
Confirmation Recovery Behavior |
|||||||||||
Recovery Behavior |
|||||||||||
Type |
Condition |
Action |
Transition |
||||||||
nomatch 1 |
Always |
Prompt : [mm2200_nm1_01] Let's try again. You can say 'Repeat That' or press 1, 'Payee Options' or press 2, 'Office Locations' or press 3, or if you're finished, just say 'I'm Finished' or press 4. |
Re-Recognition : |
||||||||
nomatch 2 |
If office_hours=true |
Prompt : [mm2200_nm2_01] Sorry. To hear the information again, press 1. To choose another payee option, press 2. To find a field office in your area, press 3. If you're finished, press 4. Or, to speak to someone now, press 0. |
Re-Recognition : |
||||||||
nomatch 2 |
Else (office_hours=false) |
Prompt : [mm2200_nm2_02] Sorry, I still didn't get it. To hear the information again, press 1. To choose another payee option, press 2. To find a field office in your area, press 3. Or, If you're finished, press 4. |
Re-Recognition : |
||||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||||
noinput 1 |
Always |
Prompt : [mm2200_ni1_01] To hear the information again, say 'Repeat That' or press 1. To choose another payee option, say 'Payee Options' or press 2. To find a field office in your area, say 'Office Locations' or press 3. Or, If you're finished, just say 'I'm Finished' or press 4. |
Re-Recognition : |
||||||||
noinput 2 |
If office_hours=true |
Prompt : [mm2200_ni2_01] Sorry. To hear the information again, press 1. To choose another payee option, press 2. To find a field office in your area, press 3. If you're finished, press 4. Or, to speak to someone now, press 0. |
Re-Recognition : |
||||||||
noinput 2 |
Else (office_hours=false) |
Prompt : [mm2200_ni2_02] Sorry. To hear the information again, press 1. To choose another payee option, press 2. To find a field office in your area, press 3. Or, If you're finished, press 4. |
Re-Recognition : |
||||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||||
Commands: State-Specific Behavior |
|||||||||||
Type |
Condition |
Action |
Transition |
||||||||
repeat |
-- |
Prompt : [mm2200_repeat_01] Sure. |
Re-Recognition : Reprompt |
||||||||
Commands: Confirmations |
|||||||||||
Commands: Grammar |
|||||||||||
Sample Expressions |
DTMF |
Command |
Confirm |
||||||||
repeat that, repeat |
1 |
repeat |
Never |
||||||||
Config Parameters |
|||||||||||
Parameter |
Value |
||||||||||
-- |
-- |
||||||||||
Developer Notes |
|||||||||||
-- |
|||||||||||
mm2210_PayeeMisuse_DM
CustomContext Recognition |
|
||||||||||
Plays information about how to report misuse and offers options to hear it again, hear the payee options again, speak with an agent, or continue in the IVR. |
|||||||||||
Entering From |
|||||||||||
Initial Prompts |
|||||||||||
Type |
Condition |
Name |
Wording |
||||||||
initial |
Always |
mm2210_ini_01 |
If you suspect your payee is misusing your benefits, you should contact the hotline for the Office of the Inspector General -- or OIG. They will ensure that proper action is taken. The phone number for the OIG is: 1-800-269-0271. Again, that's 1-800-269-0271. Their office hours are Monday through Friday, 10 AM to 4 PM Eastern Time. You can also look on the Web, at 'social security dot G O V, slash-O I G.' |
||||||||
initial |
^ |
mm2210_ini_02 |
<1000ms silence> |
||||||||
initial |
If office_hours=true |
mm2210_ini_03 |
To hear that again, say 'Repeat That.' If you'd like to hear the other 'Representative Payee' options again, say 'Payee Options.' Or, to talk to a Social Security representative about the program, say 'Agent.' Otherwise, to go back to the main menu, just say 'I'm Finished.' |
||||||||
initial |
Else (office_hopurs=false) |
mm2210_ini_04 |
To hear that again, say 'Repeat That.' Or, to hear the other 'Representative Payee' options again, say 'Payee Options.' Otherwise, to go back to the main menu, just say 'I'm Finished.' |
||||||||
reprompt |
(after disconfirmation) |
If office_hours=true |
mm2210_ree_01 |
To hear the information again, say 'Repeat That.' If you'd like to hear the other 'Representative Payee' options again, say 'Payee Options.' Or, to talk to a Social Security representative about the program, say 'Agent.' Otherwise, to go back to the main menu, just say 'I'm Finished.' |
|||||||
reprompt |
^ |
Else (office_hours=false) |
mm2210_ree_02 |
To hear the information again, say 'Repeat That.' Or, to hear the other 'Representative Payee' options again, say 'Payee Options.' Otherwise, to go back to the main menu, just say 'I'm Finished.' |
|||||||
Grammar |
|||||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||||
repeat, repeat that // repeat |
1 |
<payee_misuse_menu repeat> |
Never |
||||||||
?hear ?the ?representative ?payee options ?again // payee_options |
2 |
<payee_misuse_menu payee_options> |
If Necessary |
||||||||
?(i'm) (finished done) // finished |
3 |
<payee_misuse_menu finished> |
If Necessary |
||||||||
Actions |
|||||||||||
Option |
Condition |
Action |
Transition |
||||||||
finished |
Always |
Prompt : [mm2210_out_01] All right. |
goto : mm0210_SFMainMenu_DM |
||||||||
payee_options |
Always |
Prompt : [mm2210_out_02] Sure. Here are those options again... |
goto : mm2100_RepPayeeMenu_DM |
||||||||
Confirmation Prompts |
|||||||||||
Option |
Condition |
Name |
Wording |
||||||||
finished |
Always |
mm2210_cnf_ini_01 |
Sounds like you're finished with Payee Information. |
||||||||
payee_options |
Always |
mm2210_cnf_ini_02 |
You want to choose another payee option. |
||||||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
||||||||
Confirmation Recovery Behavior |
|||||||||||
Recovery Behavior |
|||||||||||
Type |
Condition |
Action |
Transition |
||||||||
nomatch 1 |
Always |
Prompt : [mm2210_nm1_01] Let's try again. You can say 'Repeat That' or press 1, 'Payee Options' or press 2, or if you're finished, just say 'I'm Finished' or press 3. |
Re-Recognition : |
||||||||
nomatch 2 |
If office_hours=true |
Prompt : [mm2210_nm2_01] Sorry. To hear the information about reporting a misuse of benefits again, press 1. To choose another payee option, press 2. If you're finished, press 3. Or, to speak to someone now, press 0. |
Re-Recognition : |
||||||||
nomatch 2 |
Else (office_hours=false) |
Prompt : [mm2210_nm2_02] Sorry, I still didn't get it. To hear the information about reporting a misuse of benefits again, press 1. To choose another payee option, press 2. Or, If you're finished, press 3. |
Re-Recognition : |
||||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||||
noinput 1 |
Always |
Prompt : [mm2210_ni1_01] To hear the information again, say 'Repeat That' or press 1. To choose another payee option, say 'Payee Options' or press 2. Or, If you're finished, just say 'I'm Finished' or press 3. |
Re-Recognition : |
||||||||
noinput 2 |
If office_hours=true |
Prompt : [mm2210_ni2_01] Sorry. To hear the information about reporting a misuse of benefits again, press 1. To choose another payee option, press 2. If you're finished, press 3. Or, to speak to someone now, press 0. |
Re-Recognition : |
||||||||
noinput 2 |
Else (office_hours=false) |
Prompt : [mm2210_ni2_02] Sorry. To hear the information about reporting a misuse of benefits again, press 1. To choose another payee option, press 2. Or, If you're finished, press 3. |
Re-Recognition : |
||||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||||
Commands: State-Specific Behavior |
|||||||||||
Type |
Condition |
Action |
Transition |
||||||||
repeat |
-- |
Prompt : [mm2210_repeat_01] Sure. |
Re-Recognition : Reprompt |
||||||||
Commands: Confirmations |
|||||||||||
Commands: Grammar |
|||||||||||
Sample Expressions |
DTMF |
Command |
Confirm |
||||||||
repeat that, repeat |
1 |
repeat |
Never |
||||||||
Config Parameters |
|||||||||||
Parameter |
Value |
||||||||||
-- |
-- |
||||||||||
Developer Notes |
|||||||||||
-- |
|||||||||||
mm2300_FormsGeneral_DM
CustomContext Recognition |
|
||||||||
Asks callers if they need a 1099, a proof of income statement, an earnings statement, or something else. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm2300_ini_01 |
Which of these forms are you calling about - a '1099' (or 'Benefits Statement'), 'Proof of Income,' an 'Earnings Statement,' or 'Something Else?' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
?(?form 1099) (?tax benefits statement), (?form 1099) // benefits_statement |
1 |
<forms_general_menu benefits_statement> |
If Necessary |
||||||
proof of income ?[letter form], benefits verification ?[letter form] // benefits_verification |
2 |
<forms_general_menu proof_of_income> |
If Necessary |
||||||
earnings [statement form] // earnings_statement |
3 |
<forms_general_menu earnings_statement> |
If Necessary |
||||||
?it's something else // something_else |
4 |
<forms_general_menu something_else> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
benefits_statement |
Always |
Assign : current_task =benefits_statement |
-- |
||||||
^ |
^ |
Prompt : [mm2300_out_01] All right. Benefits Statement. |
|||||||
proof_of_income |
Always |
Assign : current_task =benefits_verification |
-- |
||||||
^ |
^ |
Prompt : [mm2300_out_02] All right. Proof of Income. |
goto : mm0500_BEVEKBA_DS |
||||||
earnings_statement |
Always |
Prompt : [mm2300_out_03] All right. |
goto : mm2400_EarningsMenu_DM |
||||||
something_else |
Always |
Prompt : [mm2300_out_04] Okay. |
goto : mm3000_ABRStatus_DS |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
benefits_statement |
Always |
mm2300_cnf_ini_01 |
You'd like a replacement Form 1099 benefits statement, right? |
||||||
proof_of_income |
Always |
mm2300_cnf_ini_02 |
You need a proof of income document that's not for your tax return, right? |
||||||
earnings_statement |
Always |
mm2300_cnf_ini_03 |
You need an earnings statement, right? |
||||||
something_else |
Always |
mm2300_cnf_ini_04 |
You'd like help with something other than a Form 1099, a proof of income document, or an earnings statement. Is that right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm2300_nm1_01] Let's try again. You can say 'Benefits Statement' or press 1; 'Proof of Income' or press 2; 'Earnings Statement' or 3, or say 'It's Something Else' or press 4. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm2300_nm2_01] Sorry. If you need a replacement Form 1099 benefits statement for filing your tax return, press 1. If you need a document of your income for anything other than your tax return, press 2. If you need an earnings statement, press 3. For anything else, press 4. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm2300_ni1_01] If you need a replacement benefits statement for filing your tax return, or a Form 1099, say 'benefits statement' or press 1. For a document of your income for anything other than your tax return, say 'proof of income' or press 2. For an earnings statement, say 'earnings statement' or press 3. If you need something else, say 'it's something else' or press 4. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm2300_ni2_01] Sorry. If you need a replacement Form 1099 benefits statement for filing your tax return, press 1. If you need a document of your income for anything other than a tax return, press 2. For an earnings statement, press 3. For anything else, press 4. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm2400_EarningsMenu_DM
CustomContext Recognition |
|
||||||||
Presents seven earnings options - new statement, proof of income letter, information on why caller has received an earnings statement, information on how the caller's address has been determined, information on the earnings statement, an option to hear all the information options, and an option for 'something else'. |
|||||||||
Entering From |
|||||||||
mm0900_BenefitsMoreOptions_DM, mm2300_FormsGeneral_DM, mm0050_EntryRouting_DS |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
mm2400_ini_01 |
There are different forms used to send your earnings information. Information about BENEFIT PAYMENTS you received this year and last year is sent on Internal Revenue Service form '1099.' Information about your past earnings, along with estimates of FUTURE Social Security benefits, in your 'Earning Statement,' which you receive every three years. And Proof of Income or benefits verification is sent in a letter from Social Security. |
||||||
initial |
^ |
mm2400_ini_02 |
<1000ms silence> |
||||||
initial |
^ |
mm2400_ini_03 |
Which would you like - your '1099' benefits statement, your 'EARNINGS Statement,' or a 'Proof of Income' letter? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
1099, benefits statement // benefits_statement |
1 |
<earnings_menu benefits_statement> |
If Necessary |
||||||
earnings statement // earnings_statement |
2 |
<earnings_menu earnings_statement> |
If Necessary |
||||||
proof of income ?[letter form], benefits verification ?[letter form] // proof_of_income |
3 |
<earnings_menu proof_of_income> |
If Necessary |
||||||
?it's something else // something_else |
4 |
<earnings_menu something_else> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
benefits_statement |
Always |
Assign : current_task =benefits_statement |
-- |
||||||
^ |
^ |
Prompt : [mm2400_out_01] Sure. |
|||||||
earnings_statement |
Always |
Assign : current_task =transcription_7004 |
-- |
||||||
^ |
^ |
Prompt : [mm2400_out_02] Sure. |
goto : mm0545_TranscriptionKBA_DS |
||||||
proof_of_income |
Always |
Assign : current_task =benefits_verification |
-- |
||||||
^ |
^ |
Prompt : [mm2400_out_03] Okay. Proof Of Income. |
goto : mm0500_BEVEKBA_DS |
||||||
something_else |
Always |
Prompt : [mm2400_out_04] Okay. |
goto : mm3000_ABRStatus_DS |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
benefits_statement |
Always |
mm2400_cnf_ini_01 |
You'd like a copy of your 1099 benefits statement. |
||||||
earnings_statement |
Always |
mm2400_cnf_ini_02 |
You'd like a copy of your earnings statement. |
||||||
proof_of_income |
Always |
mm2400_cnf_ini_03 |
You need a proof of income letter. |
||||||
something_else |
Always |
mm2400_cnf_ini_04 |
You'd like help with something else. |
||||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [mm2400_nm1_01] Let's try again. You can say '1099' or press 1, 'Earnings Statement' or press 2, 'Proof of Income' or 3, or for anything else, say 'It's Something Else' or press 4. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [mm2400_nm2_01] Sorry. To get a copy of your '1099' benefits statement, press 1. For an earnings Statement, press 2. For a Proof of Income letter, press 3. Or, for anything else, press 4. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
noinput 1 |
^ |
Prompt : [mm2400_ni1_01] To get a copy of your '1099' benefits statement, say '1099' or press 1. For an earnings Statement, say 'Earnings Statement' or press 2. For a Proof of Income letter, say 'Proof of Income, or press 3. Or, for anything else, say It's Something Else' or press 4. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [mm2400_ni2_01] Sorry. To get a copy of your '1099' benefits statement, press 1. For an earnings Statement, press 2. For a Proof of Income letter, press 3. Or, for anything else, press 4. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
mm3000_ABRStatus_DS
mm3002_PingHost_DB
Data Access |
|
||||
Pings the host database to ensure the host is available. |
|||||
Entering From |
|||||
Input parameters |
|||||
Parameter |
Value |
||||
processID |
Which process to pass the request to. Values are: PING, AUTH, INFO, AUTHINFO, MI, ENDSESSION, NONE. |
||||
requestID |
Unique 10 digit ID for the request. 10 zeros, if not used. |
||||
timestamp |
Transaction timestamp. |
||||
version |
Version of the xml schema used. |
||||
Output parameters |
|||||
Variable |
Description |
||||
mm_statusCode |
Possible values that can be returned are: 0000=Success, 0151=System Failure, 0152=Off hour request, and 7777=Validation failure. |
||||
mm_statusDescription |
Status code text description. |
||||
Actions |
|||||
Condition |
Action |
Transition |
|||
If mm_statusCode=0000 (success) |
Always |
-- |
goto : mm3005_KBAuthentication_SD |
||
Else (failure) |
Always |
-- |
goto : mm3020_ProcessTransfer_DS |
||
Recovery Behavior |
|||||
Developer Notes |
|||||
-- |
|||||
mm3005_KBAuthentication_SD
Subdialog Call |
|
|||
Sub dialogue call to Knowledge Based Authentication. |
||||
Entering From |
||||
Dialog called |
||||
Proceed to initial node in: KnowledgeBasedAuthentication |
||||
Input parameters |
||||
Parameter |
Value |
|||
-- |
-- |
|||
Output parameters |
||||
Variable |
Subdialog Variable |
|||
-- |
-- |
|||
Actions |
||||
Condition |
Action |
Transition |
||
Always |
-- |
goto : mm3020_ProcessTransfer_DS |
||
Recovery Behavior |
||||
Developer Notes |
||||
-- |
||||
mm3020_ProcessTransfer_DS
Decision |
|
|||
Determines if an agent is available, and if not plays a message that an agent if not available before returning to the main menu. |
||||
Entering From |
||||
mm3000_ABRStatus_DS, mm3005_KBAuthentication_SD, mm3002_PingHost_DB |
||||
Actions |
||||
Condition |
Action |
Transition |
||
If office_hours=true |
If abr=1 (no agents) |
Prompt : [mm3020_out_01] Normally I'd get an agent to help you but, unfortunately, no one is available at the moment. To speak with someone, you'll need to call back. If you're finished for now, feel free to hang up. Otherwise,... |
goto : mm0200_SFToggle_DS |
|
^ |
Else (abr=|=1) |
Prompt : [mm3020_out_02] Hold on while I get someone to help you. |
goto : mm3030_CallTransfer_CX |
|
Else (office_hours=false) |
If transfer_reason=error or failure |
Prompt : [mm3020_out_04] And, unfortunately, our offices are currently closed. To speak with an agent, please call back during our regular business hours - Monday through Friday: |
-- |
|
^ |
Else |
Prompt : [mm3020_out_05] Normally I'd get an agent to help you but, unfortunately, our offices are closed. To speak with an agent, please call back during our regular business hours - Monday through Friday: |
-- |
|
^ |
If Hawaii |
Prompt : [mm3020_out_07] 7 A.M. to 5 P.M. |
-- |
|
^ |
If Alaska, Standard Time |
Prompt : [mm3020_out_08] 7 A.M. to 6 P.M. |
-- |
|
^ |
If Guam or the Northern Marianas Islands |
Prompt : [mm3020_out_09] 11 P.M. to 9 A.M. |
-- |
|
^ |
If American Samoa |
Prompt : [mm3020_out_10] 5 A.M. to 3 P.M. |
-- |
|
^ |
Else (if unknown or any other territory) |
Prompt : [mm3020_out_06] 7 A.M. to 7 P.M. |
-- |
|
^ |
Always |
Prompt : [mm3020_out_03] ...except for holidays. If you're finished for now, feel free to hang up. Otherwise... |
goto : mm0200_SFToggle_DS |
|
Developer Notes |
||||
-- |
||||
mm3030_CallTransfer_CX
Call Transfer |
|
|||
Transfer to an agent. |
||||
Entering From |
||||
Actions |
||||
Condition |
Action |
Transition |
||
If non_national_transfer=true |
Comment : go to OCO queue |
-- |
||
Else (non_national_transfer=false) |
Comment : go to N8NN queue |
-- |
||
Recovery Behavior |
||||
Config Parameters |
||||
Parameter |
Value |
|||
-- |
-- |
|||
Developer Notes |
||||
-- |
||||
This module collects an address from a caller. This module is likely to be incorporated into a larger application. NOTE TO CUSTOMER: This is a packaged application, and both the flow and code can not be altered as it is sold and delivered as a packaged piece of code. We will have some flexibility in terms of prompt wording (within boundaries, as we don't want to change grammars) and there are some configurable parameters that we can change from their defaults. Please keep this in mind as you review the document.
ad0100_BranchCollectedZipSet_DS
Decision |
|
||
Determines if a zip code has already been collected. |
|||
Entering From |
|||
ad0050_EntryPrompt_DM, ca0330_AddressOSDM_SD, tr0140_AddressOSDM_SD |
|||
Actions |
|||
Condition |
Action |
Transition |
|
IF parameter collectedzipcode is not set |
-- |
goto : ad0110_zipcode_DM |
|
IF parameter collectedzipcode is set |
-- |
goto : ad0120_ZipLookup_DB |
|
Developer Notes |
|||
-- |
|||
ad0050_EntryPrompt_DM
CustomContext Recognition |
|
||||||
This is a placeholder state that plays an entry prompt and routes the call. |
|||||||
Entering From |
|||||||
-- |
|||||||
Grammar |
|||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||
-- |
-- |
-- |
-- |
||||
Actions |
|||||||
Option |
Condition |
Action |
Transition |
||||
-- |
-- |
-- |
|||||
Recovery Behavior |
|||||||
Commands: State-Specific Behavior |
|||||||
Commands: Confirmations |
|||||||
Config Parameters |
|||||||
Parameter |
Value |
||||||
-- |
-- |
||||||
Developer Notes |
|||||||
NOTE: for SSA this DM is bypassed (the intial node is ad0100_BranchCollectedZipSet_DS) |
|||||||
ad0110_zipcode_DM
ZipCode Recognition |
|
||||||||
Asks the caller for there zip code. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
ad0110_ini_01 |
Then please tell me the 5-digit zip code for the new address now. |
||||||
reprompt |
Always |
ad0110_ree_02 |
Please say or enter the 5 digit ZIP code again. |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
<zip> |
<5-digit string> |
<collectaddress_zip zip> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
zip |
Always |
Prompt : [ad0110_out_01] Okay. |
goto : ad0120_ZipLookup_DB |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
-- |
Always |
ad0110_cnf_ini_01 |
That zip code is... |
||||||
-- |
-- |
ad0110_cnf_ini_02 |
<zip code> |
||||||
-- |
-- |
ad0110_cnf_ini_03 |
Is that right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [ad0110_ree_03] Let's try again. Please say or enter your new 5 digit zip code. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [ad0110_ree_04] Sorry. Using your telephone keypad, enter the new 5 digit ZIP code. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [ad0110_ree_05] Please say or enter your new 5 digit zip code. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [ad0110_ree_06] Sorry. Using your telephone keypad, enter the new 5 digit ZIP code. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
This DM needs to confirm pretty much all the time. In this case use default confirmation prompts. Set confidencelevel to .8 or higher Alternatively, we might specify a parameter that controls confirmation for this DM alone. Suppress successprompts and failureprompt. Please note that as with the behavior of all the other OSDMs the sequence of Retry prompts is as follows: If caller's utterance is low confidence, play noanswerapologies followed by reprompts. If caller said "no" after confirmation, play wronganswerapologies followed by reprompts. |
|||||||||
ad0120_ZipLookup_DB
Data Access |
|
|||
Looks up street and address grammars associated with collected city/state Prompts, grammars, and logic are provided for reference only - it is actually a 'black-box' module. |
||||
Entering From |
||||
Input parameters |
||||
Parameter |
Value |
|||
zipCode |
String, five digit zip code |
|||
Output parameters |
||||
Variable |
Description |
|||
status_collectaddress_zipcode |
'Valid' if zip code is a valid, USPS zip code |
|||
citystate_collectaddress_zipcode |
String, city and state associated with zip code |
|||
Actions |
||||
Condition |
Action |
Transition |
||
IF ZIP is valid |
-- |
goto : ad0140_FullAddress_DM |
||
Else |
-- |
|||
Recovery Behavior |
||||
Developer Notes |
||||
-- |
||||
ad0130_ZipLookupErrorPrompt_PP
Simple Play Prompt |
|
|||||
Informs the caller of trouble looking up the zip code. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
ad0130_ree_01 |
I'm having trouble looking up that ZIP code. |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
-- |
goto : ad0250_BranchRecordOrNot_DS |
||||
Developer Notes |
||||||
Note: this is the ziplookuperrorprompt or citystatelookuperrorprompt parameter |
||||||
ad0140_FullAddress_DM
CustomContext Recognition |
|
||||||||
Following the successful lookup of the city and state associated with the address, as for the street name and number. Prompts, grammars, and logic are provided for reference only - it is actually a 'black-box' module. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
reprompt |
Always |
ad0140_ree_01 |
I got the city and state information from your zip code. Now I need just your street address, PO box or rural route number. For example, you could say 1 2 3 Main Street West, or PO box 12345. Go ahead and say your address. |
||||||
reprompt |
Always (After Disconfirmation or from CheckPreviousConfirmations) |
ad0140_ree_02 |
Please say your address again. For example, you could say 1 24 Belvedere Street or PO Box 1 2 3 4 5. I also understand rural routes. Go ahead and say your address. |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
a valid street address with optional prefix, suffix and apartment# |
-- |
<collectaddress_street_address streetnamenumber> |
If Necessary |
||||||
a rural route number |
-- |
<collectaddress_street_address ruralroutenumber> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
ruralroutenumber |
-- |
Prompt : [ad0140_out_01] Thanks. |
goto : ad0160_BranchConfirmOrNot_DS |
||||||
streetnamenumber |
IF unit# entered OR address does not require unit # OR previously confirmed unit # |
Prompt : [ad0140_out_02] Thanks. |
goto : ad0160_BranchConfirmOrNot_DS |
||||||
^ |
Else If street address only was collected |
Prompt : [ad0140_out_03] And... |
goto : ad0150_SecondaryAddress_DM |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
Always |
-- |
ad0140_cnf_ini_01 |
I think you said... |
||||||
IF Street Address |
Always |
ad0140_cnf_ini_03 |
<street number> |
||||||
^ |
IF address contains pre-directional |
ad0140_cnf_ini_04 |
<street name> |
||||||
^ |
IF no prompt available for StreetName |
ad0140_cnf_ini_05 |
<Street Type (i.e. street/avenue)> |
||||||
^ |
IF address contains post-directional |
ad0140_cnf_ini_06 |
<Postdirectional> |
||||||
IF Rural Route |
Always |
ad0140_cnf_ini_07 |
<route number | Highway Contract Route> |
||||||
^ |
^ |
ad0140_cnf_ini_08 |
<Route Number> |
||||||
IF PO Box |
Always |
ad0140_cnf_ini_09 |
<PO box number> |
||||||
^ |
^ |
ad0140_cnf_ini_10 |
<box number> |
||||||
Always |
-- |
ad0140_cnf_ini_11 |
Is that correct? |
||||||
Confirmation Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
-- |
Prompt : [ad0140_cnf_nm1_01] Please say Yes or No. You can also say "repeat that" if you'd like me to read the address again. |
-- |
||||||
nomatch 2 |
-- |
Prompt : [ad0140_cnf_nm2_01] Please say Yes or press 1, say No or press 2., or say "repeat that" or press 3. |
-- |
||||||
noinput 1 |
-- |
Prompt : [ad0140_cnf_ni1_01] Sorry, I didn't hear you. Please say Yes or No. You can also say "Repeat that" if you'd like me to read the address again. |
-- |
||||||
noinput 2 |
-- |
Prompt : [ad0140_cnf_ni2_01] Sorry, I still didn't hear you. Please say yes or no, or to have me read the address back to you, just say "repeat that" |
-- |
||||||
noinput 3 |
-- |
Prompt : [gl_cnf_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
nomatch 3 |
-- |
Prompt : [gl_cnf_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [ad0140_ree_03] Let's try again. What's your address? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [ad0140_ree_04] Sorry. I need your street address or PO box number. For example, you can say 1 2 4 Belvedere Street or PO Box 1 2 3 4 5. I also understand rural routes. Please say your address now. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [ad0140_ree_05] What's your address? |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [ad0140_ree_06] Sorry. I need your street address or PO box number. For example, you can say 1 2 4 Belvedere Street or PO Box 1 2 3 4 5. I also understand rural routes. Please say your address now. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
repeat |
-- |
Prompt : [ad0140_repeat_01] Sure. |
-- |
||||||
repeat |
-- |
Script : Play default_address_fulladdress_collection_initialprompt2 |
Re-Recognition : Reprompt |
||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
ad0150_SecondaryAddress_DM
CustomContext Recognition |
|
|||||||||
Ask if there is a unit or apartment number to be added, and if there is, the caller can say it. Prompts, grammars, and logic are provided for reference only - it is actually a 'black-box' module. |
||||||||||
Entering From |
||||||||||
Initial Prompts |
||||||||||
Type |
Condition |
Name |
Wording |
|||||||
reprompt |
Always |
ad0150_ree_01 |
If there's an apartment number or suite number, please say it now. Otherwise, just say "No Apartment". |
|||||||
reprompt |
Always (upon disconfirmation //if caller says 'no' to confirmation) |
ad0150_ree_02 |
Please say your apartment or unit number again. |
|||||||
Grammar |
||||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
|||||||
apartment_<number>, <number> |
-- |
<1350_apartment@CollectAddress_ZipCode apt_<number>> |
If Necessary |
|||||||
building_<number> |
-- |
<1350_apartment@CollectAddress_ZipCode bldg_<number>> |
If Necessary |
|||||||
floor_<number> |
-- |
<1350_apartment@CollectAddress_ZipCode fl_<number>> |
If Necessary |
|||||||
mailstop_<number> |
-- |
<1350_apartment@CollectAddress_ZipCode msc_<number>> |
If Necessary |
|||||||
suite_<number> |
-- |
<1350_apartment@CollectAddress_ZipCode ste_<number>> |
If Necessary |
|||||||
unit_<number> |
-- |
<1350_apartment@CollectAddress_ZipCode unit_<number>> |
If Necessary |
|||||||
no apartment |
-- |
<1350_apartment@CollectAddress_ZipCode no_apt> |
If Necessary |
|||||||
Actions |
||||||||||
Option |
Condition |
Action |
Transition |
|||||||
[(apartment), (unit), (apartment number), (suite), (building), (floor), (mailstop)] <number> or no_apt |
<number> or no_apt successful collection (even upon 'yes' confirmation) |
street confirmed |
Prompt : [ad0150_out_01] Thanks. |
goto : ad0160_BranchConfirmOrNot_DS |
||||||
Confirmation Prompts |
||||||||||
Option |
Condition |
Name |
Wording |
|||||||
-- |
Always |
ad0150_cnf_ini_01 |
I think you said... |
|||||||
apt_<number>, <number> |
-- |
ad0150_cnf_ini_05 |
...apartment <number>... |
|||||||
bldg_<number> |
-- |
ad0150_cnf_ini_06 |
...building <number>... |
|||||||
fl_<number> |
-- |
ad0150_cnf_ini_07 |
...floor <number>... |
|||||||
msc_<number> |
-- |
ad0150_cnf_ini_08 |
...mailstop <number>... |
|||||||
ste_<number> |
-- |
ad0150_cnf_ini_09 |
...suite <number>... |
|||||||
unit_<number> |
-- |
ad0150_cnf_ini_10 |
...unit <number>... |
|||||||
no_apt |
-- |
ad0150_cnf_ini_03 |
...no apartment... |
|||||||
-- |
Always |
ad0150_cnf_ini_04 |
Is that correct? |
|||||||
Confirmation Recovery Behavior |
||||||||||
Type |
Condition |
Action |
Transition |
|||||||
nomatch 1 |
-- |
Prompt : [ad0150_cnf_nm1_01] Please say yes or no. |
-- |
|||||||
nomatch 2 |
-- |
Prompt : [ad0150_cnf_nm2_01] Please say yes or press one, or say no or press two. |
-- |
|||||||
noinput 1 |
-- |
Prompt : [ad0150_cnf_ni1_01] Sorry..... Please say yes or no. |
-- |
|||||||
noinput 2 |
-- |
Prompt : [ad0150_cnf_ni2_01] (Sorry, but I still didn't get that). Please say yes or press one, or say no or press 2. |
-- |
|||||||
noinput 3 |
-- |
Prompt : [gl_cnf_ni3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
|||||||
nomatch 3 |
-- |
Prompt : [gl_cnf_nm3_01] Sorry, we seem to be having trouble. |
goto : mm3000_ABRStatus_DS |
|||||||
Recovery Behavior |
||||||||||
Type |
Condition |
Action |
Transition |
|||||||
nomatch 1 |
Always |
Prompt : [ad0150_ree_03] Let's try again. Say or enter your apartment or unit number. If there isn't any, just say "No Apartment". |
Re-Recognition : |
|||||||
nomatch 2 |
^ |
Prompt : [ad0150_ree_04] Sorry. Using your keypad, enter your apartment or unit number. If you don't have an apartment or unit number, just say 'No Apartment'. |
Re-Recognition : |
|||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
|||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
|||||||
noinput 1 |
^ |
Prompt : [ad0150_ree_05] Say or enter your apartment or unit number. If there isn't any, just say "No Apartment". |
Re-Recognition : |
|||||||
noinput 2 |
^ |
Prompt : [ad0150_ree_06] Sorry. Using your keypad, enter your apartment or unit number. If you don't have an apartment or unit number, just say 'No Apartment'. |
Re-Recognition : |
|||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
|||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
|||||||
Commands: State-Specific Behavior |
||||||||||
Commands: Confirmations |
||||||||||
Config Parameters |
||||||||||
Parameter |
Value |
|||||||||
-- |
-- |
|||||||||
Developer Notes |
||||||||||
We will interpret a digit string entry here as the apartment number. On re-entry, do not play the initial prompt. If the caller just says a number app will automatically append with apartment. |
||||||||||
ad0160_BranchConfirmOrNot_DS
Decision |
|
||
Determines if confirmation is needed and routes accordingly. Value can be chosen depending on customer experience. |
|||
Entering From |
|||
Actions |
|||
Condition |
Action |
Transition |
|
overallconfirmation = ALWAYS |
-- |
goto : ad0200_ConfirmFull_DM |
|
overallconfirmation = NEVER |
-- |
goto : ad0240_ExitSuccessPrompts_PP |
|
Developer Notes |
|||
-- |
|||
ad0200_ConfirmFull_DM
YesNo Recognition |
|
|||||||||
Confirm the full address given by the caller. Prompts, grammars, and logic are provided for reference only - it is actually a 'black-box' module. |
||||||||||
Entering From |
||||||||||
Initial Prompts |
||||||||||
Type |
Condition |
Name |
Wording |
|||||||
reprompt |
Always |
ad0200_ree_01 |
Let me make sure everything is correct. I have... |
|||||||
reprompt |
If Street address |
Always |
TTS Prompt : [ad0200_ree_02] |
<street number> |
||||||
reprompt |
^ |
IF contains pre-directional |
TTS Prompt : [ad0200_ree_03] |
<predirectional> |
||||||
reprompt |
^ |
IF no prompt for StreetName |
TTS Prompt : [ad0200_ree_04] |
<StreetName > |
||||||
reprompt |
^ |
Always |
TTS Prompt : [ad0200_ree_05] |
<Street Type (i.e. street/avenue) |
||||||
reprompt |
^ |
IF contains post-directional |
TTS Prompt : [ad0200_ree_06] |
<postdirectional> |
||||||
reprompt |
IF Rural Route |
Always |
TTS Prompt : [ad0200_ree_07] |
<route number | Highway Contract Route> |
||||||
reprompt |
^ |
^ |
TTS Prompt : [ad0200_ree_08] |
<Route Number> |
||||||
reprompt |
IF PO Box |
Always |
TTS Prompt : [ad0200_ree_09] |
<PO Box number> |
||||||
reprompt |
^ |
^ |
TTS Prompt : [ad0200_ree_10] |
<box number> |
||||||
reprompt |
City |
Always |
TTS Prompt : [ad0200_ree_11] |
<city name> |
||||||
reprompt |
State |
Always |
TTS Prompt : [ad0200_ree_12] |
<State> |
||||||
reprompt |
Zip Code |
Always |
TTS Prompt : [ad0200_ree_13] |
<zip code> |
||||||
reprompt |
Always |
Always |
ad0200_ree_14 |
Is that correct? |
||||||
reprompt |
Always |
ad0200_ree_15 |
Again, the address I have is.... |
|||||||
reprompt |
If Street address |
Always |
TTS Prompt : [ad0200_ree_16] |
<street number> |
||||||
reprompt |
^ |
IF contains pre-directional |
TTS Prompt : [ad0200_ree_17] |
<predirectional> |
||||||
reprompt |
^ |
IF no prompt for StreetName |
TTS Prompt : [ad0200_ree_18] |
<StreetName > |
||||||
reprompt |
^ |
Always |
TTS Prompt : [ad0200_ree_19] |
<Street Type (i.e. street/avenue) |
||||||
reprompt |
^ |
IF contains post-directional |
TTS Prompt : [ad0200_ree_20] |
<postdirectional> |
||||||
reprompt |
IF Rural Route |
Always |
TTS Prompt : [ad0200_ree_21] |
<route number | Highway Contract Route> |
||||||
reprompt |
^ |
^ |
TTS Prompt : [ad0200_ree_22] |
<Route Number> |
||||||
reprompt |
IF PO Box |
Always |
TTS Prompt : [ad0200_ree_23] |
<PO Box number> |
||||||
reprompt |
^ |
^ |
TTS Prompt : [ad0200_ree_24] |
<box number> |
||||||
reprompt |
City |
Always |
TTS Prompt : [ad0200_ree_25] |
<city name> |
||||||
reprompt |
State |
Always |
TTS Prompt : [ad0200_ree_26] |
<State> |
||||||
reprompt |
Zip Code |
Always |
TTS Prompt : [ad0200_ree_27] |
<zip code> |
||||||
reprompt |
Always |
Always |
ad0200_ree_28 |
Is that correct? |
||||||
Grammar |
||||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
|||||||
yes, correct, right |
1 |
<collectaddress_confirm_address yes> |
Never |
|||||||
no, wrong |
2 |
<collectaddress_confirm_address no> |
Never |
|||||||
Actions |
||||||||||
Option |
Condition |
Action |
Transition |
|||||||
yes |
-- |
-- |
goto : ad0240_ExitSuccessPrompts_PP |
|||||||
no |
-- |
Assign : collectaddress_corrections_counter =increment counter |
||||||||
Recovery Behavior |
||||||||||
Type |
Condition |
Action |
Transition |
|||||||
nomatch 1 |
Always |
Prompt : [ad0200_ree_29] Let's try again... IS that address correct? |
Re-Recognition : |
|||||||
nomatch 2 |
^ |
Prompt : [ad0200_ree_30] Sorry. If I got everything right, press 1. If not, press 2. Or, to hear the address again, press 9. |
Re-Recognition : |
|||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
|||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
|||||||
noinput 1 |
^ |
Prompt : [ad0200_ree_31] If I got everything right say 'Yes' or press 1. If not, say 'No' or press 2. You can also say 'Repeat That' or press 9 to hear the address again. |
Re-Recognition : |
|||||||
noinput 2 |
^ |
Prompt : [ad0200_ree_32] Sorry. If I got everything right, press 1. If not, press 2. Or, to hear the address again, press 9. |
Re-Recognition : |
|||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
|||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
|||||||
Commands: State-Specific Behavior |
||||||||||
Type |
Condition |
Action |
Transition |
|||||||
repeat |
-- |
Prompt : [ad0200_repeat_01] Sure. |
Re-Recognition : Reprompt |
|||||||
Commands: Confirmations |
||||||||||
Config Parameters |
||||||||||
Parameter |
Value |
|||||||||
-- |
-- |
|||||||||
Developer Notes |
||||||||||
The reprompt in this state is only played after someone says 'repeat' |
||||||||||
ad0210_BranchExceedMaxCorrections_DS
Decision |
|
||
Determines if the maximum number of corrections have been reached. |
|||
Entering From |
|||
Actions |
|||
Condition |
Action |
Transition |
|
IF corrections <= maxcorrections |
-- |
||
Else |
-- |
goto : ad0230_ExitFailurePrompts_PP |
|
Developer Notes |
|||
-- |
|||
ad0220_CheckPreviousConfirmations_DS
Decision |
|
||
Determines if primary and/or secondary address has already been confirmed and routes accordingly. |
|||
Entering From |
|||
Actions |
|||
Condition |
Action |
Transition |
|
If we previously positively confirmed both full and secondary addresses |
-- |
goto : ad0230_ExitFailurePrompts_PP |
|
If we previously positively confirmed full address (but not secondary) |
-- |
goto : ad0150_SecondaryAddress_DM |
|
Else (no confirmations have taken place) -- we'll begin at the beginning. |
-- |
goto : ad0140_FullAddress_DM |
|
Developer Notes |
|||
-- |
|||
ad0230_ExitFailurePrompts_PP
Simple Play Prompt |
|
|||||
Plays a message preparing the caller for transfer to an agent due to trouble understanding them. |
||||||
Entering From |
||||||
ad0220_CheckPreviousConfirmations_DS, ad0210_BranchExceedMaxCorrections_DS |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
ad0230_out_01 |
Sorry, I'm having trouble getting this... |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
-- |
Return to calling dialog : |
||||
Developer Notes |
||||||
-- |
||||||
ad0240_ExitSuccessPrompts_PP
Simple Play Prompt |
|
|||||
Plays a successful exit message to the caller before transferring back to the calling dialogue. |
||||||
Entering From |
||||||
ad0160_BranchConfirmOrNot_DS, ad0200_ConfirmFull_DM, ad0250_BranchRecordOrNot_DS |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
ad0240_out_01 |
Got it. |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
-- |
Return to calling dialog : |
||||
Developer Notes |
||||||
No barge-in Note: This is the exitsuccessprompts and can be configured by setting this parameter. The prompts are played as follows: sum the maxcorrections variables. Compare this to the number of nomatches throughout. Choose the highest of these two values to arrive at N. Play successprompts(N+1). If N>3, play successprompts3 |
||||||
ad0250_BranchRecordOrNot_DS
Decision |
|
||
Determines if the address needs to be recorded based on the value of the variable 'collectfortranscription'. |
|||
Entering From |
|||
Actions |
|||
Condition |
Action |
Transition |
|
IF collectfortranscription = TRUE |
-- |
goto : ad0260_Recording_DM |
|
Else |
Assign : collectaddress_exit_reason =Failure |
goto : ad0240_ExitSuccessPrompts_PP |
|
Developer Notes |
|||
-- |
|||
ad0260_Recording_DM
CustomContext Recognition |
|
||||||||
Asks the caller for their full address, including zip code, to be recorded. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
ad0260_ree_01 |
I don't want to take too much of your time. I'll just record you saying your address and have someone take it down later. After the beep, please say your full address, including the zip code. |
||||||
reprompt |
^ |
ad0260_ree_02 |
<1000ms silence> |
||||||
reprompt |
^ |
ad0260_ree_03 |
<beep> |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
-- |
-- |
-- |
-- |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
-- |
Always |
Prompt : [ad0260_ree_04] I've recorded your address. |
-- |
||||||
-- |
-- |
Assign : collectaddress_exit_reason =Failure |
-- |
||||||
Recovery Behavior |
|||||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
NOTE: this DM will never be used in the current SSA design. |
|||||||||
2.3 BenefitsVerification Dialog
This application allows callers who are currently receiving Social Security benefits to have a benefits verification or proof of income letter mailed to them. Callers need this letter for various purposes such as applying for a loan or mortgage, assisted housing benefits, and Medicare health insurance coverage.
bv0100_PingHost_DB
Data Access |
|
||||
Pings the host database to ensure the host is available. |
|||||
Entering From |
|||||
Input parameters |
|||||
Parameter |
Value |
||||
processID |
Which process to pass the request to. Values are: PING, AUTH, INFO, AUTHINFO, MI, ENDSESSION, NONE. |
||||
requestID |
Unique 10 digit ID for the request. 10 zeros, if not used. |
||||
timestamp |
Transaction timestamp. |
||||
version |
Version of the xml schema used. |
||||
Output parameters |
|||||
Variable |
Description |
||||
bv_statusCode |
Possible values that can be returned are: 0000=Success, 0151=System Failure, 0152=Off hour request, and 7777=Validation failure. |
||||
bv_statusDescription |
Status code text description. |
||||
Actions |
|||||
Condition |
Action |
Transition |
|||
If bv_statusCode=0000 (success) |
-- |
goto : bv0130_KBAuthentication_SD |
|||
Else (failure) |
Always |
Assign : beve_transaction_status =failure |
-- |
||
^ |
If bv_statusCode=0152 (off hour request) |
Prompt : [bv0100_out_01] Sorry, our system is undergoing routine maintenance and I'm unable to access your records at this time. Please try back in the morning. If you'd like to speak with someone... |
Return to calling dialog : |
||
^ |
Else |
Prompt : [bv0100_out_02] Sorry, I'm having trouble getting access to your records... |
Return to calling dialog : |
||
Recovery Behavior |
|||||
Developer Notes |
|||||
-- |
|||||
bv0130_KBAuthentication_SD
Subdialog Call |
|
|||
Sub dialogue call to 'Knowledge Based Authentication'. |
||||
Entering From |
||||
Dialog called |
||||
Proceed to initial node in: KnowledgeBasedAuthentication |
||||
Input parameters |
||||
Parameter |
Value |
|||
-- |
-- |
|||
Output parameters |
||||
Variable |
Subdialog Variable |
|||
-- |
-- |
|||
Actions |
||||
Condition |
Action |
Transition |
||
If kba_transaction_status=success |
-- |
goto : bv0210_BEVESuccess_PP |
||
Elseif kba_transaction_status=account_blocked |
Assign : beve_transaction_status =failure |
Return to calling dialog : |
||
Elseif kba_transaction_status=attestation_declined |
Assign : beve_transaction_status =failure |
Return to calling dialog : |
||
Else (kba_transaction_status=failure) |
Assign : beve_transaction_status =failure |
Return to calling dialog : |
||
Recovery Behavior |
||||
Developer Notes |
||||
The request for the benefits verification letter is processed in authentication (ka0910_QueryKB_DB). |
||||
bv0210_BEVESuccess_PP
Simple Play Prompt |
|
|||||
Informs the caller how long it will take to receive the request and that it was submitted successfully. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
bv0210_out_01 |
You should receive your 'Proof of Income' Letter in the mail within two weeks |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
-- |
goto : bv0220_TransactionEnd_PP |
||||
Developer Notes |
||||||
-- |
||||||
bv0220_TransactionEnd_PP
Simple Play Prompt |
|
|||||
Gives the caller the option to hang up if they're finished. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
bv0220_out_01 |
If you're finished, feel free to hang up. Otherwise... |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
Assign : beve_transaction_status =success |
-- |
||||
Always |
-- |
Return to calling dialog : |
||||
Developer Notes |
||||||
-- |
||||||
The Change of Address application allows callers to update their phone number and/or address on file.
ca0100_PingHost_DB
Data Access |
|
||||
Pings the host database to ensure the host is available. |
|||||
Entering From |
|||||
Input parameters |
|||||
Parameter |
Value |
||||
processID |
Which process to pass the request to. Values are: PING, AUTH, INFO, AUTHINFO, MI, ENDSESSION, NONE. |
||||
requestID |
Unique 10 digit ID for the request. 10 zeros, if not used. |
||||
timestamp |
Transaction timestamp. |
||||
version |
Version of the xml schema used. |
||||
Output parameters |
|||||
Variable |
Description |
||||
ca_statusCode |
Possible values that can be returned are: 0000=Success, 0150=System Failure-connected but failed for other reasons, 0151=System Failure, 0152=Off hour request, and 7777=Validation failure. |
||||
ca_statusDescription |
Status code text description. |
||||
Actions |
|||||
Condition |
Action |
Transition |
|||
If ca_statusCode=0000 (success) |
-- |
goto : ca0200_IntroMsg_PP |
|||
Else (failure) |
Always |
Assign : coa_transaction_status =failure |
-- |
||
^ |
If ca_statusCode=0152 (off hours request) |
Prompt : [ca0100_out_01] Sorry, our system is undergoing routine maintenance and I'm unable to access your records at this time. Please try back in the morning. If you'd like to speak with someone... |
Return to calling dialog : |
||
^ |
Else |
Prompt : [ca0100_out_02] Sorry, I'm having trouble getting access to your records... |
Return to calling dialog : |
||
Recovery Behavior |
|||||
Developer Notes |
|||||
-- |
|||||
ca0200_IntroMsg_PP
Simple Play Prompt |
|
|||||
Introduction prompt for the Change of Address application. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
ca0200_out_01 |
To get started, I have a couple of questions... |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
-- |
goto : ca0220_ReceivingBenefits_DM |
||||
Developer Notes |
||||||
-- |
||||||
ca0220_ReceivingBenefits_DM
YesNo Recognition |
|
||||||||
Asks callers whether or not they are receiving benefits. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
ca0220_ini_01 |
Are you receiving retirement, survivor, or disability benefits? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
no |
2 |
<cd_receiving_benefits_yesno no> |
Never |
||||||
yes, retirement, survivor, disability |
1 |
<cd_receiving_benefits_yesno yes> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
yes |
Always |
-- |
goto : ca0260_CallingAboutSelf_DM |
||||||
no |
Always |
-- |
goto : ca0230_NotEligible_DM |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [ca0220_nm1_01] Let's try again...ARE you receiving retirement, survivor, or disability benefits? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [ca0220_nm2_01] Sorry. If you're currently receiving retirement benefits, survivor benefits, or disability benefits, press 1. If you are NOT receiving any of those benefits, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [ca0220_ni1_01] If you ARE receiving benefits for retirement, survivorship, or disability, say 'Yes' or press 1. If not, say 'No', or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [ca0220_ni2_01] Sorry. If you're currently receiving retirement benefits, survivor benefits, or disability benefits, press 1. If you are NOT receiving any of those benefits, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
ca0230_NotEligible_DM
CustomContext Recognition |
|
||||||||
Informs callers that they must be receiving benefits in order to change their address. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
ca0230_ini_01 |
In order to change your address, even with the help of an agent, you must already be receiving benefits. Otherwise, we don't keep your address on file. For more details, and tips about what you CAN do, say 'More Information.' If you're finished, feel free to hang up. Otherwise, hold on and I'll take you back to the Main Menu... |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
more information |
1 |
<cd_not_eligible_menu more_information> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
more_information |
Always |
-- |
goto : ca0240_NotEligibleDetails_DM |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
more_information |
Always |
ca0230_cnf_ini_01 |
You'd like more information, right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [ca0230_nm1_01] Let's try again... You can say 'More Information' or press 1. Otherwise, you can hang up if you're finished, or hold on and I'll take you back to the Main Menu... |
Re-Recognition : |
||||||
nomatch 2 |
Always |
Prompt : [ca0230_nm2_01] Sorry. In order to change your address, you must ALREADY be receiving benefits. For more information, press 1. Otherwise, feel free to hang up, or just hold on and we'll continue. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : coa_transaction_status =not_eligible |
-- |
||||||
nomatch 3 |
If office_hours=true |
Prompt : [ca0230_nm3_01] To speak with someone, say 'Agent.' Otherwise... |
Return to calling dialog : |
||||||
nomatch 3 |
Else (office_hours=false) |
Prompt : [ca0230_nm3_02] Let's keep going... |
Return to calling dialog : |
||||||
noinput 1 |
Always |
Assign : coa_transaction_status =not_eligible |
-- |
||||||
noinput 1 |
If office_hours=true |
Prompt : [ca0230_ni1_01] To speak with someone, say 'Agent.' Otherwise... |
Return to calling dialog : |
||||||
noinput 1 |
Else (office_hours=false) |
Prompt : [ca0230_ni1_02] Let's keep going... |
Return to calling dialog : |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
ca0240_NotEligibleDetails_DM
CustomContext Recognition |
|
||||||||
Provides callers with more information about why they are not eligible to change address. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
ca0240_ini_01 |
Sure, here's some more information. You can only change your address if you're currently receiving Social Security retirement, disability, or survivor benefit payments. If you're NOT receiving benefits, the Social Security Administration doesn't keep your address on file (so even an agent can't do it). In this case, to change the address where we send your Social Security statements, you'll need to contact the Internal Revenue Service. The easiest way to do that is just enter your new address on your tax return, but if you need to do it sooner, you can use IRS form 8-8-2-2, which you can get by calling 1-800-829-3676. |
||||||
initial |
^ |
ca0240_ini_02 |
<1000ms silence> |
||||||
initial |
^ |
ca0240_ini_03 |
Now, do you want to hear that again? |
||||||
reprompt |
Always |
ca0240_ree_01 |
You can only change your address if you're currently receiving Social Security retirement, disability, or survivor benefit payments. If you're NOT receiving benefits, the Social Security Administration doesn't keep your address on file (so even an agent can't do it). In this case, to change the address where we send your Social Security statements, you'll need to contact the Internal Revenue Service. The easiest way to do that is just enter your new address on your tax return, but if you need to do it sooner, you can use IRS form 8-8-2-2, which you can get by calling 1-800-829-3676. |
||||||
reprompt |
^ |
ca0240_ree_02 |
<1000ms silence> |
||||||
reprompt |
^ |
ca0240_ree_03 |
Now, do you want to hear that again? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes |
1 |
<not_eligible_details_yesno yes> |
Never |
||||||
no |
2 |
<not_eligible_details_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
-- |
Assign : coa_transaction_status =not_eligible |
-- |
||||||
^ |
-- |
Prompt : [ca0240_out_01] All right. If you've APPLIED to receive benefits and need to change your address, say 'Agent' and we'll help you locate the office that has your pending claim. If you're finished, feel free to hang up. Otherwise, just hang on and I'll take you back to the Main Menu. |
Return to calling dialog : |
||||||
yes |
Always |
Prompt : [ca0240_out_02] Sure. |
Re-Recognition : Reprompt |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [ca0240_nm1_01] Let's try again... Would you like to hear that information again? |
Re-Recognition : |
||||||
nomatch 2 |
If office_hours=true |
Prompt : [ca0240_nm2_01] Sorry. To hear the information about why I can't help you change your address again, press 1. If you don't want to hear it again, press 2. Or, if you've APPLIED to receive benefits and need to change your address, press 0 and I'll get someone to help you. |
Re-Recognition : |
||||||
nomatch 2 |
Else (office_hours=false) |
Prompt : [ca0240_nm2_02] Sorry. To hear the information about why I can't help you change your address again, press 1. If you don't want to hear it again, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : coa_transaction_status =not_eligible |
-- |
||||||
nomatch 3 |
If office_hours=true |
Prompt : [ca0240_nm3_01] Sorry we're having trouble. If you've APPLIED to receive benefits and need to change your address, press 0 and I'll get someone to help you. Otherwise,... |
Return to calling dialog : |
||||||
nomatch 3 |
Else (office_hours=false) |
Prompt : [ca0240_nm3_02] Sorry we're having trouble. Let's keep going... |
Return to calling dialog : |
||||||
noinput 1 |
Always |
Prompt : [ca0240_ni1_01] If you'd like to hear the information again, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
Always |
Assign : coa_transaction_status =not_eligible |
-- |
||||||
noinput 2 |
If office_hours=true |
Prompt : [ca0240_ni2_01] If you've APPLIED to receive benefits and need to change your address, press 0 and I'll get someone to help you. Otherwise,... |
Return to calling dialog : |
||||||
noinput 2 |
Else (office_hours=false) |
Prompt : [ca0240_ni2_02] Let's keep going... |
Return to calling dialog : |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
ca0260_CallingAboutSelf_DM
YesNo Recognition |
|
||||||||
Asks callers whether or not they are calling about their own benefits (as opposed to someone else's). |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
ca0260_ini_01 |
And, is this change for yourself? |
||||||
reprompt |
(after repeat) |
ca0260_ree_01 |
Is the change you're calling about for your OWN benefit or payment? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
no, not mine // no |
2 |
<cd_calling_about_self_yesno no> |
Never |
||||||
yes, my own // yes |
1 |
<cd_calling_about_self_yesno yes> |
Never |
||||||
repeat, repeat that // repeat |
9 |
<cd_calling_about_self_yesno repeat> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
Always |
Assign : coa_transaction_status =not_self |
-- |
||||||
^ |
^ |
Prompt : [ca0260_out_01] All right. To change the address of another person, they'll need to be with you while you speak with an agent... |
Return to calling dialog : |
||||||
yes |
Always |
-- |
goto : ca0300_KBAuthentication_SD |
||||||
repeat |
Always |
Prompt : [ca0260_out_02] Sure. |
Re-Recognition : Reprompt |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [ca0260_nm1_01] Let's try again... Is the change you're calling about for your OWN benefit or payment? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [ca0260_nm2_01] Sorry. If you're calling about a change that affects the benefits or payments that YOU receive, press 1. If you're calling on behalf of someone else, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [ca0260_ni1_01] If the change you'd like to make is for your OWN benefit or payment, say 'Yes' or press 1. If you're calling for someone else, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [ca0260_ni2_01] Sorry. If you're calling about benefits of payments that YOU receive, press 1. If you're calling on behalf of someone else, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
ca0300_KBAuthentication_SD
Subdialog Call |
|
|||
Sub dialogue call to the Knowledge Based Authentication module to collect: SSN, name, DOB, POB, and last payment. |
||||
Entering From |
||||
Dialog called |
||||
Proceed to initial node in: KnowledgeBasedAuthentication |
||||
Input parameters |
||||
Parameter |
Value |
|||
-- |
-- |
|||
Output parameters |
||||
Variable |
Subdialog Variable |
|||
-- |
-- |
|||
Actions |
||||
Condition |
Action |
Transition |
||
If kba_transaction_status=success |
-- |
goto : ca0310_TypeOfChange_DM |
||
Elseif kba_transaction_status=account_blocked |
Assign : coa_transaction_status =failure |
Return to calling dialog : |
||
Elseif kba_transaction_status=attestation_declined |
Assign : coa_transaction_status =failure |
Return to calling dialog : |
||
Else (kba_transaction_status=failure) |
Assign : coa_transaction_status =failure |
Return to calling dialog : |
||
Recovery Behavior |
||||
Developer Notes |
||||
-- |
||||
ca0310_TypeOfChange_DM
CustomContext Recognition |
|
||||||||
Asks callers whether they want to change address, phone number, or both. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
ca0310_ini_01 |
What would you like to change - your 'Address,' your 'Phone Number,' or 'Both.' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
change both, both |
3 |
<cd_type_of_change_menu both> |
If Necessary |
||||||
change my phone number, my phone, phone number |
2 |
<cd_type_of_change_menu phone> |
If Necessary |
||||||
change my address, my address, address |
1 |
<cd_type_of_change_menu address> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
address |
-- |
Assign : change_what =address |
-- |
||||||
^ |
-- |
Prompt : [ca0310_out_01] Okay. Address. |
|||||||
both |
-- |
Assign : change_what =both |
-- |
||||||
^ |
-- |
Prompt : [ca0310_out_02] Okay. Let's start with your address... |
|||||||
phone |
-- |
Assign : change_what =phone |
-- |
||||||
^ |
-- |
Prompt : [ca0310_out_03] Okay. |
|||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
address |
Always |
ca0310_cnf_ini_01 |
You'd like to change your address, right? |
||||||
phone |
Always |
ca0310_cnf_ini_02 |
You'd like to change your phone number, right? |
||||||
both |
Always |
ca0310_cnf_ini_03 |
You'd like to change both your address AND your phone number. Is that right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [ca0310_nm1_01] Let's try again. You can say 'Address' or press 1, 'Phone Number' or press 2, OR say 'Both' or press 3. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [ca0310_nm2_01] Sorry. If you'd like to change your address, press 1. To change your phone number, press 2. If you need to change both your address AND your phone number, press 3. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [ca0310_ni1_01] If you're calling to change your address, say 'Address' or press 1. To change your phone number, say 'Phone Number' or press 2. Or, if you'd like to change both of them, say 'Both' or press 3. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [ca0310_ni2_01] Sorry. If you'd like to change your address, press 1. To change your phone number, press 2. Or, if you need to change both your address AND your phone number, press 3. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
ca0320_SetAddressParameters_DS
Decision |
|
||
Sets parameters needed for entering the address module. |
|||
Entering From |
|||
Actions |
|||
Condition |
Action |
Transition |
|
Always |
Comment : set parameters before entering AddressOSDM |
-- |
|
^ |
Assign : collectaddress_entryprompt ='empty' |
-- |
|
^ |
Assign : collectaddress_collectedzipcode ='FALSE' |
-- |
|
^ |
Assign : collectaddress_overallconfirmation ='ALWAYS' |
-- |
|
^ |
Assign : collectaddress_collectfortranscription ='FALSE' |
-- |
|
^ |
Assign : collectaddress_ziplookuperrorprompt =default_address_ziplookuperrorprompt |
-- |
|
^ |
Assign : collectaddress_citystatelookuperrorprompt =default_address_citystatelookuperrorprompt |
-- |
|
^ |
Assign : collectaddress_exitsuccessprompt =default_address_exitsuccessprompt |
-- |
|
^ |
-- |
goto : ca0330_AddressOSDM_SD |
|
Developer Notes |
|||
-- |
|||
ca0330_AddressOSDM_SD
Subdialog Call |
|
||||
Calls the address module. |
|||||
Entering From |
|||||
Dialog called |
|||||
Proceed to initial node in: AddressOSDM |
|||||
Input parameters |
|||||
Parameter |
Value |
||||
-- |
-- |
||||
Output parameters |
|||||
Variable |
Subdialog Variable |
||||
-- |
-- |
||||
Actions |
|||||
Condition |
Action |
Transition |
|||
success |
If change_what=address |
-- |
goto : ca0430_COAEffectiveASAP_DM |
||
^ |
Else (change_what=both) |
Prompt : [ca0330_out_01] Now let's take care of your phone number... |
|||
failure |
Assign : coa_transaction_status =failure |
Return to calling dialog : |
|||
Recovery Behavior |
|||||
Developer Notes |
|||||
-- |
|||||
ca0400_RemoveOrChangePhone_DM
CustomContext Recognition |
|
||||||||
Asks the caller if they want to remove their phone number or change it. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
ca0400_ini_01 |
Do you want to 'Change' or 'Remove' your number? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
change, change my number, change phone number // change |
1 |
<remove_phone_menu change> |
If Necessary |
||||||
remove, remove my number, remove phone number // remove |
2 |
<remove_phone_menu remove> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
change |
Always |
Prompt : [ca0400_out_01] All right. |
goto : ca0410_TypeOfPhone_DM |
||||||
remove |
Always |
Prompt : [ca0400_out_02] All right. |
goto : ca0430_COAEffectiveASAP_DM |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
change |
Always |
ca0400_cnf_ini_01 |
You want to change your phone number, right? |
||||||
remove |
Always |
ca0400_cnf_ini_02 |
You want to remove your phone number, right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [ca0400_nm1_01] Let's try again... You can say 'Change' phone number, or press 1, OR say 'Remove' phone number, or press 2. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [ca0400_nm2_01] Sorry. If you'd like to change your phone number, press 1. If want to remove your phone number from our records, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [ca0400_ni1_01] Let's try again... You can say 'Change' phone number, or press 1, OR say 'Remove' phone number, or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [ca0400_ni2_01] Sorry. If you'd like to change your phone number, press 1. If want to remove your phone number from our records, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
ca0410_TypeOfPhone_DM
CustomContext Recognition |
|
||||||||
Asks callers which phone number to change. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
ca0410_ini_01 |
For our records, what type of number is this - 'Home,' 'Work,' 'Cell,' your 'Attorney's' number, or 'Something Else.' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
?[it's (i'm calling about)] [(something else) (a different ?phone ?number)], other |
5 |
<cd_phone_type_menu something_else> |
Never |
||||||
?(it's my) [attorney attorney's lawyer lawyer's] ?phone ?number |
4 |
<cd_phone_type_menu attorney> |
Never |
||||||
?(it's [my a]) [mobile cell] ?phone ?number |
3 |
<cd_phone_type_menu cell> |
Never |
||||||
?(it's [my a]) [work office business] ?phone ?number |
2 |
<cd_phone_type_menu work> |
Never |
||||||
?(it's [my a]) home ?phone ?number |
1 |
<cd_phone_type_menu home> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
attorney |
-- |
Assign : phone_type =attorney |
goto : ca0420_CollectPhoneNumber_DM |
||||||
home |
-- |
Assign : phone_type =home |
goto : ca0420_CollectPhoneNumber_DM |
||||||
cell |
-- |
Assign : phone_type =cell |
goto : ca0420_CollectPhoneNumber_DM |
||||||
something_else |
-- |
Assign : phone_type =other |
goto : ca0420_CollectPhoneNumber_DM |
||||||
work |
-- |
Assign : phone_type =work |
goto : ca0420_CollectPhoneNumber_DM |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [ca0410_nm1_01] Let's try again. You can say 'Home Number' or press 1, 'Work Number' or press 2, 'Cell Number' or 3, 'Attorney's Number' or 4, or for anything else, say 'It's Something Else' or press 5. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [ca0410_nm2_01] Sorry. If it's your HOME phone number, press 1. If it's a WORK phone number, press 2. If it's your Cell number, press 3. If it's your ATTORNEY's number, press 4. Or, if it's anything else, press 5. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [ca0410_ni1_01] You can say 'Home Number' or press 1, 'Work Number' or press 2, 'Cell Number' or 3, 'Attorney's Number' or 4, or for anything else, say 'It's Something Else' or press 5. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [ca0410_ni2_01] Sorry. If it's your HOME phone number, press 1. If it's a WORK phone number, press 2. If it's your Cell number, press 3. If it's your ATTORNEY's number, press 4. Or, if it's anything else, press 5. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
ca0420_CollectPhoneNumber_DM
Phone Recognition |
|
||||||||
Asks callers for 10-digit phone number. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
ca0420_ini_01 |
And, starting with the area code, what's your new number? |
||||||
reprompt |
(after repeat or disconfirmation) |
ca0420_ree_01 |
Starting with the area code, what's your new telephone number? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
<10-digit phone number> |
<10-digit string] |
<cd_phone_number phone_number> |
Always |
||||||
repeat, repeat that // repeat |
9 |
<cd_phone_number repeat> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
phone_number |
Always |
Prompt : [ca0420_out_01] All right. |
goto : ca0430_COAEffectiveASAP_DM |
||||||
repeat |
Always |
Prompt : [ca0420_out_02] Sure. |
Re-Recognition : Reprompt |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
phone_number |
Always |
ca0420_cnf_ini_01 |
That phone number is... |
||||||
^ |
Always |
ca0420_cnf_ini_02 |
...[phone_number]. |
||||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [ca0420_nm1_01] Let's try again. Please say or enter the new area code and phone number now. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [ca0420_nm2_01] Sorry. Please enter the new area code and phone number now. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [ca0420_ni1_01] Please say or enter the new area code and phone number now. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [ca0420_ni2_01] Sorry. Please enter the new area code and phone number now. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
ca0430_COAEffectiveASAP_DM
Date Recognition |
|
||||||||
Asks caller if they would like the change of address/phone number to be effective as soon as possible. |
|||||||||
Entering From |
|||||||||
ca0420_CollectPhoneNumber_DM, ca0330_AddressOSDM_SD, ca0400_RemoveOrChangePhone_DM |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
ca0430_ini_01 |
Would you like this change to take effect as soon as possible? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes, yeah, as soon as possible |
1 |
<cd_effective_asap_yesno > |
Never |
||||||
no |
2 |
<cd_effective_asap_yesno > |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
Always |
Prompt : [ca0430_out_01] Okay. |
goto : ca0435_EffectiveDate_DM |
||||||
yes |
Always |
Assign : effective_date =<current date> |
-- |
||||||
^ |
^ |
Prompt : [ca0430_out_02] Great. Hold on while I process this. (It may take a few seconds...) |
goto : ca0440_SendAddressPhone_DB |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [ca0430_nm1_01] Let's try again...Would you like this change to take effect as soon as possible? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [ca0430_nm2_01] Sorry. If you want the change to take effect as soon as possible, press 1. Otherwise, press 2, and I'll get the date you would like the change to go into effect. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [ca0430_ni1_01] If you want the change to take effect as soon as possible say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [ca0430_ni2_01] Sorry. If you want the change to take effect as soon as possible, press 1. Otherwise, press 2, and I'll get the date you would like the change to go into effect. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
ca0435_EffectiveDate_DM
CustomContext Recognition |
|
||||||||
After the caller indicated they don't want their change of address/phone number to take effect asap, asks what date within the next three months they would like their change of address/phone number to take effect. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
ca0435_ini_01 |
Tell me the date, within the next three months, that you want the change to take effect. |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
mm/dd/yyyy, mm/dd, April tenth, April tenth 2011, etc... |
4-8 digit string |
<cd_effective_date_menu <effective_date>> |
Always |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
<effective_date> |
If <date> => <current date> |
Assign : effective_date =<date> |
-- |
||||||
^ |
Else (<date> < <current date> |
Assign : effective_date =<current_date> |
-- |
||||||
^ |
Always |
Prompt : [ca0435_out_01] Great. Hold on while I submit this. (It may take a few seconds...) |
goto : ca0440_SendAddressPhone_DB |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
<date> |
Always |
ca0435_cnf_ini_01 |
You'd like the change to take effect on... |
||||||
^ |
Always |
ca0435_cnf_ini_02 |
<date> |
||||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [ca0435_nm1_01] Let's try again. You can say a month and day within the next three months, such as April 21st, or enter zero four two one. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [ca0435_nm2_01] One more time. Enter the two-digit month and two-digit day that you want the change to take effect. For example, for April 21st, enter zero four two one. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [ca0435_ni1_01] You can say a month and day within the next three months, such as April 21st, or enter zero four two one. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [ca0435_ni2_01] Sorry. Enter the two-digit month and two-digit day that you want the change to take effect. For example, for April 21st, enter zero four two one. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
NOTE: the grammar will accept a rolling 90 day range - projecteing into the future - relative to the current date |
|||||||||
ca0440_SendAddressPhone_DB
Data Access |
|
||||
Changes address and/or phone number in the backend database. |
|||||
Entering From |
|||||
Input parameters |
|||||
Parameter |
Value |
||||
processID |
Which process to pass the request to. Values are: PING, AUTH, INFO, AUTHINFO, MI, ENDSESSION, NONE. |
||||
requestID |
Unique 10 digit ID for the request. 10 zeros, if not used. |
||||
timestamp |
Transaction timestamp. |
||||
version |
Version of the xml schema used. |
||||
actionType |
-- |
||||
ui |
Type of user, T for Telephone |
||||
addressLine1 |
Street Address Line 1 |
||||
addressLine2 |
Street Address Line 2 |
||||
addressLine3 |
Street Address Line 3 |
||||
addressLine4 |
Street Address Line 4 |
||||
city |
City |
||||
state |
2 character state abbreviation |
||||
zip |
5 digit zip code |
||||
phoneArea |
3 digit phone area code |
||||
phoneExch |
3 digit phone exchange |
||||
phoneNum |
4 digit phone number |
||||
telephoneType |
1 character phone type. The available choices are: H (home), W (work), M (mobile), A (attorney), O (other), D (remove telephone number), and a space (no change) |
||||
effectiveMonth |
2-digit string representing the effective month in the format MM. The months (MM) are in the range of 01 to 12 |
||||
effectiveDay |
2-digit string representing the effective day in the format DD. The days (DD) are in the range of 01 to 31. |
||||
effectiveYear |
4-digit string representing the effective year in the format CCYY. The years (CCYY) should only be current year or the current year plus one. |
||||
ani |
<ani number> |
||||
Output parameters |
|||||
Variable |
Description |
||||
ca_statusCode |
Possible values that can be returned are: 0000=Success, 0001=data is valid and processed and the user already has direct deposit, 0002=data is valid and processed and the user does not have direct deposit, 0150=System Failure-connected but failed for other reasons, 0151=System Failure, 0152=Off hour request, 0508=Block Access, 7777=Validation failure, and 9999=Data is invalid. |
||||
ca_statusDescription |
Status code text description. |
||||
Actions |
|||||
Condition |
Action |
Transition |
|||
If success |
Assign : coa_transaction_status =success |
-- |
|||
^ |
Always |
Prompt : [ca0440_out_01] All set! Your information change has been sent for processing which may take up to three business days. As requested... |
-- |
||
^ |
If effective_date=current date |
Prompt : [ca0440_out_02] ...this change will take effect as soon as possible. |
-- |
||
^ |
Else |
Prompt : [ca0440_out_03] ...this change will be effective on... |
-- |
||
^ |
^ |
Prompt : [ca0440_out_04] <date> |
-- |
||
^ |
Always |
Prompt : [ca0440_out_05] If you're done, feel free to hang up. Otherwise... |
Return to calling dialog : |
||
Else (failure) |
Always |
Assign : coa_transaction_status =failure |
-- |
||
^ |
If ca_statusCode=0152 (off hours request) |
Prompt : [ca0440_out_06] Sorry, our system is undergoing routine maintenance and I'm unable to access your records at this time. Please try back in the morning. If you'd like to speak with someone... |
Return to calling dialog : |
||
^ |
Else |
Prompt : [ca0440_out_07] Sorry, but I'm having trouble processing this request. |
Return to calling dialog : |
||
Recovery Behavior |
|||||
Developer Notes |
|||||
-- |
|||||
2.5 ClaimStatusRequests Dialog
This module enables callers to be able to check on the status of a claim they have already filed.
cs0100_PingHost_DB
Data Access |
|
||||
Pings the host database to ensure the host is available. |
|||||
Entering From |
|||||
Input parameters |
|||||
Parameter |
Value |
||||
processID |
Which process to pass the request to. Values are: PING, AUTH, INFO, AUTHINFO, MI, ENDSESSION, NONE. |
||||
requestID |
Unique 10 digit ID for the request. 10 zeros, if not used. |
||||
timestamp |
Transaction timestamp. |
||||
version |
Version of the xml schema used. |
||||
Output parameters |
|||||
Variable |
Description |
||||
cs_statusCode |
Possible values that can be returned are: 0000=Success, 0151=System Failure, 0152=Off hour request, and 7777=Validation failure. |
||||
cd_statusDescription |
Status code text description. |
||||
Actions |
|||||
Condition |
Action |
Transition |
|||
If cs_statusCode=0000 (success) |
Always |
-- |
goto : cs0110_KBAuthentication_SD |
||
Else (failure) |
Always |
Assign : claims_transaction_status =failure |
-- |
||
^ |
If cs_statusCode=0152 (off hours request) |
Prompt : [cs0100_out_01] Sorry, our system is undergoing routine maintenance and I'm unable to access your records at this time. Please try back in the morning. If you'd like to speak with someone... |
Return to calling dialog : |
||
^ |
Else |
Prompt : [cs0100_out_02] Sorry, I'm having trouble getting access to your records... |
Return to calling dialog : |
||
Recovery Behavior |
|||||
Developer Notes |
|||||
-- |
|||||
cs0110_KBAuthentication_SD
Subdialog Call |
|
|||
Sub dialogue call to 'Knowledge Based Authentication' to get caller's SSN and DOB. |
||||
Entering From |
||||
Dialog called |
||||
Proceed to initial node in: KnowledgeBasedAuthentication |
||||
Input parameters |
||||
Parameter |
Value |
|||
-- |
-- |
|||
Output parameters |
||||
Variable |
Subdialog Variable |
|||
-- |
-- |
|||
Actions |
||||
Condition |
Action |
Transition |
||
If kba_transaction_status=success |
-- |
goto : cs0120_ConfirmationNumber_DM |
||
Elseif kba_transaction_status=account_blocked |
Assign : claims_transaction_status =failure |
Return to calling dialog : |
||
Elseif kba_transaction_status=attestation_declined |
Assign : claims_transaction_status =failure |
Return to calling dialog : |
||
Else (kba_transaction_status=failure) |
Assign : claims_transaction_status =failure |
Return to calling dialog : |
||
Recovery Behavior |
||||
Developer Notes |
||||
-- |
||||
cs0120_ConfirmationNumber_DM
Digits Recognition |
|
||||||||
Asks the caller for the confirmation number of the claim. |
|||||||||
Entering From |
|||||||||
cs0110_KBAuthentication_SD, cs0240_OneClaimEnd_DM, cs0250_MultiClaimEnd_DM, cs0260_NoStatusEnd_DM, cs0270_MultiLastClaimEnd_DM |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
If confirmation_number_first_entry=true |
cs0120_ini_01 |
Now, let's look up your claim. When you first submitted your claim, you should have received an 8-digit confirmation number. Please say or enter your confirmation number now, or say "I Don't Have It.' |
||||||
initial |
Else (confirmation_number_first_entry=false) |
cs0120_ini_02 |
What's the confirmation number for the next claim? |
||||||
reprompt |
(after repeat or disconfirmation) |
cs0120_ree_01 |
Say or enter your confirmation number, or say "I Don't Have It.' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
<confirmation number> |
<8-digit string> |
<get_confirmation_number <confirmation number>> |
Always |
||||||
dont_have |
1 |
<get_confirmation_number dont_have> |
Always |
||||||
repeat, repeat that |
9 |
<get_confirmation_number repeat> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
<confirmation_number> |
If confirmation_number_first_entry=true |
Assign : confirmation_number_first_entry =false |
-- |
||||||
^ |
Always |
Assign : confirmation_number =<confirmation number> |
-- |
||||||
^ |
^ |
Prompt : [cs0120_out_01] Great. Thanks. |
goto : cs0200_ClaimsRetrieval_DB |
||||||
dont_have |
Always |
Assign : claims_transaction_status =no_confirmation_number |
-- |
||||||
^ |
^ |
Prompt : [cs0120_out_02] All right. |
Return to calling dialog : |
||||||
repeat |
Always |
Prompt : [cs0120_out_03] Sure. |
Re-Recognition : Reprompt |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
<confirmation number> |
Always |
cs0120_cnf_ini_01 |
Just to make sure, your confirmation number is... |
||||||
^ |
Always |
cs0120_cnf_ini_02 |
...<confirmation number>. |
||||||
^ |
Always |
cs0120_cnf_ini_03 |
Right? |
||||||
dont_have |
Always |
cs0120_cnf_ini_04 |
You don't HAVE your confirmation number, right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [cs0120_nm1_01] WHAT'S your confirmation number? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [cs0120_nm2_01] Sorry. If you don't have a confirmation number for your claim application, press 1. Otherwise, please enter the 8-digit number now. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [cs0120_ni1_01] When you submitted your claim application, you should have received an 8-digit confirmation number. Please say or enter it now. If you don't have it, say 'I Don't Have It' or press 1. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [cs0120_ni2_01] Sorry. If you don't have a confirmation number for your claim application, press 1. Otherwise, please enter the 8-digit number now. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
StartOver |
-- |
Assign : confirmation_number_first_entry =true |
-- |
||||||
StartOver |
-- |
Prompt : [gl_StartOver_01] All right. Main Menu. |
-- |
||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
The variable confirmation_number_first_entry gets reset to 'true' upon a return to main menu. |
|||||||||
cs0200_ClaimsRetrieval_DB
Data Access |
|
||||
This is a database query to retrieve the claim(s) associated with the caller's confirmation number. There can be up to 3 associated claims found, but it is most common to have just one. |
|||||
Entering From |
|||||
Input parameters |
|||||
Parameter |
Value |
||||
processID |
Which process to pass the request to. Values are: PING, AUTH, INFO, AUTHINFO, MI, ENDSESSION, NONE. |
||||
requestID |
Unique 10 digit ID for the request. 10 zeros, if not used. |
||||
timestamp |
Transaction timestamp. |
||||
version |
Version of the xml schema used. |
||||
actionType |
-- |
||||
ui |
Type of user, T for Telephone |
||||
confNumber |
8 digit confirmation number |
||||
ani |
Caller's 10 digit ANI. All zeros if unavailable. |
||||
Output parameters |
|||||
Variable |
Description |
||||
cs_statusCode |
Possible values that can be returned are: 0000=Success, 0150=System Failure-connected but failed for other reasons, 0151=System Failure, 0152=Off hour request, 0508=Block Access, 7777=Validation failure, 8888=Not authenticated/authorized, and 9999=Data is invalid. |
||||
cs_statusDescription |
Status code text description. |
||||
cs_claimType |
2 character claim type: 10 (Retirement Benefits) 11 (Hospital Insurance Only) 20 (Disability Benefits) 31 (Widow's or Widower's Insurance Benefits) 32 (Mother's or Father's Benefits) 33 (Child's Insurance Benefits – Survivor) 34 (Parent's Benefits) 36 (Widow's or Widower's Insurance Benefits) 41 (Wife's or Husband's Insurance Benefits) 42 (Spouse With Child in Care Benefits) 43 (Child's Insurance Benefits – Life) 46 (Wife's or Husband's Insurance Benefits) 47 (Widow's or Widower's Insurance Benefit) 48 (Childhood Disability Benefits) 49 (Student Benefits) 50 (Hospital Insurance) 60 (Lump Sum Death Payments) 70 (Benefits at Age 72 for Uninsured Individuals) 80 (Health Insurance Benefits Under Medicare for Individuals with Chronic Renal Disease) |
||||
cs_claimStatus |
1 character status: A (Adjudicated) or P (Pending) |
||||
cs_pendingIssues |
Y (if issues pending other than <toDDS1>, <reconDecReq1>, <fedRevDec1>, or <inOHA1>) |
||||
cs_toDDS |
The Disability Determination Service in your state is processing the medical portion of your claim. |
||||
cs_reconDecReq |
As of today's date, a decision has not been made on your reconsideration request. |
||||
cs_fedRevDec |
As of today's date, a decision has not been made on your request for Federal Reviewing Official Review. |
||||
cs_inOHA |
As of today's date, the Office of Disability Adjudication and Review has not made a decision on your appeal request. |
||||
cs_age |
Proof of age pending. |
||||
cs_ammendedApp |
Amended application pending. |
||||
cs_citizen |
Proof of citizenship pending. |
||||
cs_nhNameChange |
Proof of number holder name change pending. |
||||
cs_claimantNameChange |
Proof of claimant name change pending. |
||||
cs_earnings |
Proof of earnings pending. |
||||
cs_lawfulPresence |
Proof of lawful presence pending. |
||||
cs_marriage |
Proof of marriage pending. |
||||
cs_military |
Proof of military service pending. |
||||
cs_specialWage |
Proof of special wages pending. |
||||
cs_death |
Proof of death pending. |
||||
cs_relationship |
Proof of relationship pending. |
||||
cs_support |
Proof that you provided at least one-half support to your parents pending. |
||||
cs_endStateRenal |
Proof of End Stage Renal Disease pending. |
||||
cs_schoolAttend |
Proof of full-time school attendance pending. |
||||
cs_attorneyRep |
Proof of attorney representation pending. |
||||
cs_foreignBenefits |
Application for benefits under a U.S. International Social Security agreement pending. |
||||
cs_hearingRequest |
Request for hearing pending. |
||||
cs_reconRequest |
Request for reconsideration pending. |
||||
cs_cause |
Proof of good cause for filing late appeal request pending. |
||||
cs_medicalRecon |
Medical information for your reconsideration request (Form SSA-3441) pending. |
||||
cs_medicalHearing |
Medical information for your hearing request (Form SSA-3441) pending. |
||||
cs_fedRevReq |
Request for Federal Reviewing Official Review pending. |
||||
Actions |
|||||
Condition |
Action |
Transition |
|||
If cs_statusCode=0000 (success) |
If > 1 claim |
-- |
goto : cs0210_WhichClaim_DM |
||
^ |
Elseif 1 claim |
-- |
goto : cs0220_ClaimStatusMsg_PP |
||
^ |
Else (0 claims) |
Assign : claims_transaction_status =no_application |
-- |
||
^ |
^ |
Prompt : [cs0200_out_01] Hmmm... I couldn't find a claim with that confirmation number... There are a number of reasons why this might have happened. If you filed your claim just a few days ago, it might not be available yet, and you might want to wait a few days and call back. |
goto : cs0260_NoStatusEnd_DM |
||
Else (failure) |
Always |
Assign : claims_transaction_status =failure |
-- |
||
^ |
If cs_statusCode=0152 (off hours request) |
Prompt : [cs0200_out_02] Sorry, our system is undergoing routine maintenance and I'm unable to access your records at this time. Please try back in the morning. If you'd like to speak with someone... |
Return to calling dialog : |
||
^ |
Else |
Prompt : [cs0200_out_03] Sorry, I'm having trouble getting access to your records... |
Return to calling dialog : |
||
Recovery Behavior |
|||||
Developer Notes |
|||||
-- |
|||||
cs0210_WhichClaim_DM
YesNo Recognition |
|
|||||||||
Since multiple claims were found, this dialogue module asks the caller which claim they would like to hear the status of. |
||||||||||
Entering From |
||||||||||
cs0200_ClaimsRetrieval_DB, cs0210_WhichClaim_DM, cs0250_MultiClaimEnd_DM, cs0270_MultiLastClaimEnd_DM |
||||||||||
Initial Prompts |
||||||||||
Type |
Condition |
Name |
Wording |
|||||||
initial |
If current_claim=1 AND num_claims=2 |
cs0210_ini_01 |
I found two claims for that confirmation number. I'll read them one at a time. |
|||||||
initial |
Elseif current_claim=1 AND num_claims=3 |
cs0210_ini_02 |
I found three claims for that confirmation number. I'll read them one at a time. |
|||||||
initial |
Always |
cs0210_ini_03 |
<500ms silence> |
|||||||
initial |
If current_claim=1 |
cs0210_ini_04 |
The first claim is for... |
|||||||
initial |
Elsif current_claim=2 AND num_claims=2 |
cs0210_ini_05 |
The other claim is for... |
|||||||
initial |
Elseif current_claim=2 AND num_claims=3 |
cs0210_ini_06 |
The next claim is for... |
|||||||
initial |
Else (current_claim=3 AND num_claims=3) |
cs0210_ini_07 |
The last claim is for... |
|||||||
initial |
If <claimTypeN>=10 |
cs0210_ini_08 |
Retirement Benefits. |
|||||||
initial |
Elseif <claimTypeN>=11 |
cs0210_ini_09 |
Hospital Insurance Only. |
|||||||
initial |
Elseif <claimTypeN>=20 |
cs0210_ini_10 |
Disability Benefits. |
|||||||
initial |
Elseif <claimTypeN>=31 OR 36 OR 47 |
cs0210_ini_11 |
Widowed Spouse's Insurance Benefits. |
|||||||
initial |
Elseif <claimTypeN>=32 |
cs0210_ini_12 |
Mother's or Father's Benefits. |
|||||||
initial |
Elseif <claimTypeN>=33 |
cs0210_ini_13 |
Child's 'Survivor' Insurance Benefits. |
|||||||
initial |
Elseif <claimTypeN>=34 |
cs0210_ini_14 |
Parent's Benefits. |
|||||||
initial |
Elseif <claimTypeN>=41 OR 46 |
cs0210_ini_15 |
Wife's or Husband's Insurance Benefits. |
|||||||
initial |
Elseif <claimTypeN>=42 |
cs0210_ini_16 |
Spouse With Child in Care Benefits. |
|||||||
initial |
Elseif <claimTypeN>=43 |
cs0210_ini_17 |
Child's 'Life' Insurance Benefits. |
|||||||
initial |
Elseif <claimTypeN>=48 |
cs0210_ini_18 |
Childhood Disability Benefits. |
|||||||
initial |
Elseif <claimTypeN>=49 |
cs0210_ini_19 |
Student Benefits. |
|||||||
initial |
Elseif <claimTypeN>=50 |
cs0210_ini_20 |
Hospital Insurance. |
|||||||
initial |
Elseif <claimTypeN>=60 |
cs0210_ini_21 |
Lump Sum Death Payments. |
|||||||
initial |
Elseif <claimTypeN>=70 |
cs0210_ini_22 |
Benefits at Age 72 for Uninsured Individuals. |
|||||||
initial |
Elseif <claimTypeN>=80 |
cs0210_ini_23 |
Health Insurance Benefits Under Medicare for Individuals with Chronic Renal Disease. |
|||||||
initial |
Always |
cs0210_ini_24 |
<1000ms silence> |
|||||||
initial |
If current_claim=1 |
cs0210_ini_25 |
Is that the claim you'd like to hear the status of? |
|||||||
initial |
Elseif current_claim=2 |
cs0210_ini_26 |
Do you want to hear the status of THAT claim? |
|||||||
initial |
Else (current_claim=3) |
cs0210_ini_27 |
Would you like to hear the status? |
|||||||
Grammar |
||||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
|||||||
no |
2 |
<cs_which_claim_yesno no> |
Never |
|||||||
yes, yes that one |
1 |
<cs_which_claim_yesno yes> |
Never |
|||||||
Actions |
||||||||||
Option |
Condition |
Action |
Transition |
|||||||
no |
If current_claim=1 |
Always |
Assign : current_claim =2 Prompt : [cs0210_out_01] All right. |
goto : cs0210_WhichClaim_DM |
||||||
^ |
Elseif current_claim=2 |
num_claims = 3 |
Assign : current_claim =3 Prompt : [cs0210_out_02] Okay. |
goto : cs0210_WhichClaim_DM |
||||||
^ |
Else |
Always |
Prompt : [cs0210_out_03] All right. That was the last claim for that confirmation number. |
goto : cs0270_MultiLastClaimEnd_DM |
||||||
yes |
Always |
Prompt : [cs0210_out_04] All right. |
goto : cs0220_ClaimStatusMsg_PP |
|||||||
Recovery Behavior |
||||||||||
Type |
Condition |
Action |
Transition |
|||||||
nomatch 1 |
Always |
Prompt : [cs0210_nm1_01] Let's try again... WOULD you like to hear the status? |
Re-Recognition : |
|||||||
nomatch 2 |
^ |
Prompt : [cs0210_nm2_01] Sorry. If you'd like to hear the status of that claim application, press 1. Otherwise, press 2. |
Re-Recognition : |
|||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
|||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
|||||||
noinput 1 |
^ |
Prompt : [cs0210_ni1_01] If you WOULD like to hear the status of that claim, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
|||||||
noinput 2 |
^ |
Prompt : [cs0210_ni2_01] Sorry. To hear the status of that claim application, press 1. Otherwise, press 2. |
Re-Recognition : |
|||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
|||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
|||||||
Commands: State-Specific Behavior |
||||||||||
Commands: Confirmations |
||||||||||
Config Parameters |
||||||||||
Parameter |
Value |
|||||||||
-- |
-- |
|||||||||
Developer Notes |
||||||||||
-- |
||||||||||
cs0220_ClaimStatusMsg_PP
Complex Play Prompt |
|
||||||
Tells the caller if a decision has been made about their claim and if the agency is awaiting further documentation. |
|||||||
Entering From |
|||||||
cs0200_ClaimsRetrieval_DB, cs0210_WhichClaim_DM, cs0230_RepeatStatus_DM |
|||||||
Initial Prompts |
|||||||
Type |
Condition |
Name |
Wording |
||||
initial |
Always |
cs0220_out_01 |
As of today... |
||||
initial |
If <claimStatusN>=A (claim HAS been adjudicated) |
cs0220_out_02 |
A decision HAS been made on your claim, and you'll receive an explanation of the decision in the mail. |
||||
initial |
Elseif <claimStatusN>=P (claim is pending) AND <pendingIssues1>=Y
(<ageN> OR <ammendedAppN> OR <citizenN> OR <nhNameChangeN> OR <claimantNameChangeN> OR <earningsN> OR <lawfulPresenceN> OR <marriageN> OR <militaryN> OR <specialWageN> OR <deathN> OR <relationshipN> OR <supportN> OR <endStageRenalN> OR <schoolAttendN> OR <attorneyRepN> OR <foreignBenefitsN> OR <hearingRequestN> OR <reconRequestN> OR <fedRevReqN> OR <causeN> OR <medicalReconN> OR <medicalHearingN> is filled with a valid entry (i.e., not null AND not 00000000):) |
Always |
cs0220_out_03 |
A decision has NOT been made on your claim. |
|||
initial |
^ |
If <toDDSN> is filled |
cs0220_out_04 |
The Disability Determination Service in your state is processing the medical portion of your claim. |
|||
initial |
^ |
^ |
cs0220_out_05 |
<500ms silence> |
|||
initial |
^ |
If <reconDecReqN> is filled |
cs0220_out_06 |
A decision has not been made on your reconsideration request. |
|||
initial |
^ |
^ |
cs0220_out_07 |
<500ms silence> |
|||
initial |
^ |
If <fedRevDecN> is filled |
cs0220_out_08 |
A decision has not been made on your request for Federal Reviewing Official Review. |
|||
initial |
^ |
^ |
cs0220_out_09 |
<500ms silence> |
|||
initial |
^ |
If <inOHAN> is filled |
cs0220_out_10 |
The Office of Disability Adjudication and Review has not made a decision on your appeal request. |
|||
initial |
^ |
^ |
cs0220_out_11 |
<500ms silence> |
|||
initial |
^ |
Always |
cs0220_out_12 |
We've requested, and are still waiting to receive, the following documentation: |
|||
initial |
^ |
^ |
cs0220_out_13 |
<500ms silence> |
|||
initial |
^ |
If <ageN> is filled |
cs0220_out_14 |
'Proof of age' was requested on |
|||
initial |
^ |
^ |
cs0220_out_15 |
<date>. |
|||
initial |
^ |
^ |
cs0220_out_16 |
<500ms silence> |
|||
initial |
^ |
If <ammendedAppN> is filled |
cs0220_out_17 |
Your 'amended application' was requested on |
|||
initial |
^ |
^ |
cs0220_out_18 |
<date>. |
|||
initial |
^ |
^ |
cs0220_out_19 |
<500ms silence> |
|||
initial |
^ |
If <citizenN> is filled |
cs0220_out_20 |
'Proof of citizenship' was requested on |
|||
initial |
^ |
^ |
cs0220_out_21 |
<date>. |
|||
initial |
^ |
^ |
cs0220_out_22 |
<500ms silence> |
|||
initial |
^ |
If <nhNameChangeN> is filled |
cs0220_out_23 |
Proof of the number holder's 'name change' was requested on |
|||
initial |
^ |
^ |
cs0220_out_24 |
<date>. |
|||
initial |
^ |
^ |
cs0220_out_25 |
<500ms silence> |
|||
initial |
^ |
If <claimantNameChangeN> is filled |
cs0220_out_26 |
Proof of the claimant's 'name change' was requested on |
|||
initial |
^ |
^ |
cs0220_out_27 |
<date>. |
|||
initial |
^ |
^ |
cs0220_out_28 |
<500ms silence> |
|||
initial |
^ |
If <earningsN> is filled |
cs0220_out_29 |
'Proof of earnings' was requested on |
|||
initial |
^ |
^ |
cs0220_out_30 |
<date>. |
|||
initial |
^ |
^ |
cs0220_out_31 |
<500ms silence> |
|||
initial |
^ |
If <lawfulPresenceN> is filled |
cs0220_out_32 |
'Proof of lawful presence' was requested on |
|||
initial |
^ |
^ |
cs0220_out_33 |
<date>. |
|||
initial |
^ |
^ |
cs0220_out_34 |
<500ms silence> |
|||
initial |
^ |
If <marriageN> is filled |
cs0220_out_35 |
'Proof of marriage' was requested on |
|||
initial |
^ |
^ |
cs0220_out_36 |
<date>. |
|||
initial |
^ |
^ |
cs0220_out_37 |
<500ms silence> |
|||
initial |
^ |
If <militaryN> is filled |
cs0220_out_38 |
'Proof of military service' was requested on |
|||
initial |
^ |
^ |
cs0220_out_39 |
<date>. |
|||
initial |
^ |
^ |
cs0220_out_40 |
<500ms silence> |
|||
initial |
^ |
If <specialWageN> is filled |
cs0220_out_41 |
Proof of 'special wages' was requested on |
|||
initial |
^ |
^ |
cs0220_out_42 |
<date>. |
|||
initial |
^ |
^ |
cs0220_out_43 |
<500ms silence> |
|||
initial |
^ |
If <deathN> is filled |
cs0220_out_44 |
'Proof of death' was requested on |
|||
initial |
^ |
^ |
cs0220_out_45 |
<date>. |
|||
initial |
^ |
^ |
cs0220_out_46 |
<500ms silence> |
|||
initial |
^ |
If <relationshipN> is filled |
cs0220_out_47 |
'Proof of relationship' was requested on |
|||
initial |
^ |
^ |
cs0220_out_48 |
<date>. |
|||
initial |
^ |
^ |
cs0220_out_49 |
<500ms silence> |
|||
initial |
^ |
If <supportN> is filled |
cs0220_out_50 |
Proof that you provided at least 'one-half support to your parents' was requested on |
|||
initial |
^ |
^ |
cs0220_out_51 |
<date>. |
|||
initial |
^ |
^ |
cs0220_out_52 |
<500ms silence> |
|||
initial |
^ |
If <endStageRenalN> is filled |
cs0220_out_53 |
'Proof of End Stage Renal Disease' was requested on |
|||
initial |
^ |
^ |
cs0220_out_54 |
<date>. |
|||
initial |
^ |
^ |
cs0220_out_55 |
<500ms silence> |
|||
initial |
^ |
If <schoolAttendN> is filled |
cs0220_out_56 |
Proof of 'full-time school attendance' was requested on |
|||
initial |
^ |
^ |
cs0220_out_57 |
<date>. |
|||
initial |
^ |
^ |
cs0220_out_58 |
<500ms silence> |
|||
initial |
^ |
If <attorneyRepN> is filled |
cs0220_out_59 |
Proof of 'attorney representation' was requested on |
|||
initial |
^ |
^ |
cs0220_out_60 |
<date>. |
|||
initial |
^ |
^ |
cs0220_out_61 |
<500ms silence> |
|||
initial |
^ |
If <causeN> is filled |
cs0220_out_62 |
Proof of 'good cause for filing a late appeal request' was requested on |
|||
initial |
^ |
^ |
cs0220_out_63 |
<date>. |
|||
initial |
^ |
^ |
cs0220_out_64 |
<500ms silence> |
|||
initial |
^ |
If <medicalReconN> is filled |
cs0220_out_65 |
Medical information for your reconsideration request - which is 'Form SSA-3441' - was requested on |
|||
initial |
^ |
^ |
cs0220_out_66 |
<date>. |
|||
initial |
^ |
^ |
cs0220_out_67 |
<500ms silence> |
|||
initial |
^ |
If <medicalHearingN> is filled |
cs0220_out_68 |
Medical information for your hearing request - which is 'Form SSA-3441' - was requested on |
|||
initial |
^ |
^ |
cs0220_out_69 |
<date>. |
|||
initial |
^ |
^ |
cs0220_out_70 |
<500ms silence> |
|||
initial |
^ |
If <foreignBenefitsN> is filled |
cs0220_out_71 |
Your application for benefits under a U.S. International Social Security agreement was requested on |
|||
initial |
^ |
^ |
cs0220_out_72 |
<date>. |
|||
initial |
^ |
^ |
cs0220_out_73 |
<500ms silence> |
|||
initial |
^ |
If <hearingRequestN> is filled |
cs0220_out_74 |
We asked for your 'Request for hearing' form on |
|||
initial |
^ |
^ |
cs0220_out_75 |
<date>. |
|||
initial |
^ |
^ |
cs0220_out_76 |
<500ms silence> |
|||
initial |
^ |
If <reconRequestN> is filled |
cs0220_out_77 |
We asked for your 'Request for Reconsideration' form on |
|||
initial |
^ |
^ |
cs0220_out_78 |
<date>. |
|||
initial |
^ |
^ |
cs0220_out_79 |
<500ms silence> |
|||
initial |
^ |
If <fedRevReqN> is filled |
cs0220_out_80 |
We asked for your 'Request for Federal Reviewing Official Review' form on |
|||
initial |
^ |
^ |
cs0220_out_81 |
<date>. |
|||
initial |
^ |
^ |
cs0220_out_82 |
<500ms silence> |
|||
initial |
^ |
Always |
cs0220_out_83 |
If you haven't already, please send or take those documents to the office that's processing your claim. We need to get the ORIGINAL documents, but we'll return them when we're finished. |
|||
initial |
Else (<claimStatusN>=P (claim is pending) AND <pendingIssues1>=|=Y) |
If <toDDSN> is filled |
cs0220_out_84 |
The Disability Determination Service in your state is processing the medical portion of your claim. |
|||
initial |
^ |
^ |
cs0220_out_85 |
<500ms silence> |
|||
initial |
^ |
If <reconDecReqN> is filled |
cs0220_out_86 |
A decision has not been made on your reconsideration request. |
|||
initial |
^ |
^ |
cs0220_out_87 |
<500ms silence> |
|||
initial |
^ |
If <fedRevDecN> is filled |
cs0220_out_88 |
A decision has not been made on your request for Federal Reviewing Official Review. |
|||
initial |
^ |
^ |
cs0220_out_89 |
<500ms silence> |
|||
initial |
^ |
If <inOHAN> is filled |
cs0220_out_90 |
The Office of Disability Adjudication and Review has not made a decision on your appeal request. |
|||
initial |
^ |
^ |
cs0220_out_91 |
<500ms silence> |
|||
initial |
^ |
Else |
cs0220_out_92 |
A decision has NOT been made on your claim. Once a decision has been made, you'll receive an official notice in the mail. Note that it takes about 5 business days, from the time we receive your claim application, to begin processing it and provide any updated status. |
|||
Actions |
|||||||
Condition |
Action |
Transition |
|||||
Always |
-- |
goto : cs0230_RepeatStatus_DM |
|||||
Developer Notes |
|||||||
-- |
|||||||
cs0230_RepeatStatus_DM
CustomContext Recognition |
|
||||||||
Asks callers that have more than one claim application if they would like to hear again the status of the application they just heard. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
cs0230_ini_01 |
Would you like to hear that again? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
no, no thanks |
2 |
<cs_repeat_status_yesno no> |
Never |
||||||
yes, yes please |
1 |
<cs_repeat_status_yesno yes> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
yes |
-- |
Prompt : [cs0230_out_01] Okay. Again... |
goto : cs0220_ClaimStatusMsg_PP |
||||||
no |
If num_claims = 1 |
Prompt : [cs0230_out_02] Okay. |
goto : cs0240_OneClaimEnd_DM |
||||||
^ |
If num_claims > 1 AND current_claim < num_claims |
Prompt : [cs0230_out_03] Okay. |
goto : cs0250_MultiClaimEnd_DM |
||||||
^ |
Else (num_claims > 1 AND current_claim = num_claims |
Prompt : [cs0230_out_04] Okay. That was the last claim on the list... |
goto : cs0270_MultiLastClaimEnd_DM |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [cs0230_nm1_01] Let's try again...WOULD you like to hear that again? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [cs0230_nm2_01] Sorry. If you'd like to hear the status of that claim application again, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [cs0230_ni1_01] If you want me to repeat the status of that claim, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [cs0230_ni2_01] Sorry. To hear the status of that claim application again, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
cs0240_OneClaimEnd_DM
CustomContext Recognition |
|
||||||||
This is an end menu for callers that have one claim. They are given the options to repeat the previous claim, go to the main menu, or ask a question about another claim. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
If office_hours=true |
cs0240_ini_01 |
To look up a different confirmation number, say 'Different Number.' If you'd like to speak to someone about THIS claim, say 'Agent.' Or, if you're finished, just say 'I'm Finished.' |
||||||
initial |
Else (office_hours=false) |
cs0240_ini_02 |
To look up a different confirmation number, say 'Different Number.' Or, if you're finished, just say 'I'm Finished.' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
[different new] ?confirmation number |
1 |
<cs_one_claim_end_menu different_number> |
If Necessary |
||||||
?i'm [finished done] |
2 |
<cs_one_claim_end_menu finished> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
different_number |
Always |
-- |
goto : cs0120_ConfirmationNumber_DM |
||||||
finished |
Always |
Assign : claims_transaction_status =success |
-- |
||||||
^ |
^ |
Prompt : [cs0240_out_01] If you're done, feel free to hang up. Otherwise,... |
Return to calling dialog : |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
different_number |
Always |
cs0240_cnf_ini_01 |
You'd like to look up a different confirmation number, right? |
||||||
finished |
Always |
cs0240_cnf_ini_02 |
You're finished with looking up application status, right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
If office_hours=true |
Prompt : [cs0240_nm1_01] Let's try again... You can say 'Different Number' or press 1, 'I'm Finished' or press 2, OR say 'Agent' or press 0. |
Re-Recognition : |
||||||
nomatch 1 |
Else (office_hours=false) |
Prompt : [cs0240_nm1_02] Let's try again... You can say 'Different Number' or press 1, OR 'I'm Finished' or press 2. |
Re-Recognition : |
||||||
nomatch 2 |
If office_hours=true |
Prompt : [cs0240_nm2_01] Sorry. If you'd like to try another confirmation number, press 1. If you're finished looking up claim status, press 2. Or, to speak with someone about THIS application, press 0. |
Re-Recognition : |
||||||
nomatch 2 |
Else (office_hours=false) |
Prompt : [cs0240_nm2_02] Sorry. To look up a claim with a different confirmation number, press 1. Otherwise, if you're finished looking up claim status, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
If office_hours=true |
Prompt : [cs0240_ni1_01] You can say 'Different Number' or press 1, 'I'm Finished' or press 2, OR if you'd like to speak with someone say 'Agent' or press 0. |
Re-Recognition : |
||||||
noinput 1 |
Else (office_hours=false) |
Prompt : [cs0240_ni1_02] If you'd like to look up a claim with a different confirmation number, say 'Different Number' or press 1. Otherwise, say 'I'm Finished' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
If office_hours=true |
Prompt : [cs0240_ni2_01] Sorry. To look up a claim with a different confirmation number, press 1. Otherwise, if you're finished looking up claim status, press 2. OR, if you'd like to speak with someone, press 0, and I'll get someone to help you. |
Re-Recognition : |
||||||
noinput 2 |
Else (office_hours=false) |
Prompt : [cs0240_ni2_02] Sorry. To look up a claim with a different confirmation number, press 1. Otherwise, if you're finished looking up claim status, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
cs0250_MultiClaimEnd_DM
CustomContext Recognition |
|
||||||||
This is an end menu for callers that have more than one claim. They are given the options to hear the next claim, go to the main menu, or to look up another claim with a different confirmation number. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
If office_hours=true |
cs0250_ini_01 |
To hear the next claim on the list, say 'Next Claim' To look up a different confirmation number, say 'Different Number.' If you'd like to speak to someone about THIS claim, say 'agent.' Or, if you're finished, just say 'I'm Finished.' |
||||||
initial |
Else (office_hours=false) |
cs0250_ini_02 |
To hear the next claim on the list, say 'Next Claim.' To look up a different confirmation number, say 'Different Number.' Or, if you're finished, just say 'I'm Finished.' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
next [application claim status], next one |
1 |
<cs_multi_claim_end_menu next_claim> |
If Necessary |
||||||
?i'm [finished done] |
3 |
<cs_multi_claim_end_menu finished> |
If Necessary |
||||||
[different new] ?confirmation number |
2 |
<cs_multi_claim_end_menu different_number> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
different_number |
Always |
-- |
goto : cs0120_ConfirmationNumber_DM |
||||||
finished |
Always |
Assign : claims_transaction_status =success |
-- |
||||||
^ |
^ |
Prompt : [cs0250_out_01] If you're done, feel free to hang up. Otherwise,... |
Return to calling dialog : |
||||||
next_claim |
If current_claim=1 |
Assign : current_claim =2 |
-- |
||||||
^ |
Else (current_claim=2) |
Assign : current_claim =3 |
-- |
||||||
^ |
Always |
Prompt : [cs0250_out_02] All right. |
goto : cs0210_WhichClaim_DM |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
next_claim |
Always |
cs0250_cnf_ini_01 |
You'd like the status for the next claim application, right? |
||||||
different_number |
Always |
cs0250_cnf_ini_02 |
You'd like to look up a different confirmation number, right? |
||||||
finished |
Always |
cs0250_cnf_ini_03 |
You're done with looking up claim status, right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
If office_hours=true |
Prompt : [cs0250_nm1_01] Let's try again... You can say 'Next Claim' or press 1, 'Different Number' or press 2, 'I'm Finished' or press 3, OR say 'Agent' or press 0. |
Re-Recognition : |
||||||
nomatch 1 |
Else (office_hours=false) |
Prompt : [cs0250_nm1_02] Let's try again...You can say 'Next Claim' or press 1, 'Different Number' or press 2, OR say 'I'm Finished' or press 3 |
Re-Recognition : |
||||||
nomatch 2 |
If office_hours=true |
Prompt : [cs0250_nm2_01] Sorry. If you'd like to hear the status of the next claim, press 1. To look up a claim with a different confirmation number, press 2. If you're finished, press 3. Or, to speak with someone about THIS application, press 0. |
Re-Recognition : |
||||||
nomatch 2 |
Else (office_hours=false) |
Prompt : [cs0250_nm2_02] Sorry. If you'd like to hear the status of the next claim, press 1. To look up a claim with a different confirmation number, press 2. Or, if you're finished, press 3. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
If office_hours=true |
Prompt : [cs0250_ni1_01] You can say 'Next Claim' or press 1, 'Different Number' or press 2, 'I'm Finished' or press 3, OR say 'Agent' or press 0. |
Re-Recognition : |
||||||
noinput 1 |
Else (office_hours=false) |
Prompt : [cs0250_ni1_02] You can say 'Next Claim' or press 1, 'Different Number' or press 2, OR say 'I'm Finished' or press 3 |
Re-Recognition : |
||||||
noinput 2 |
If office_hours=true |
Prompt : [cs0250_ni2_01] Sorry. To hear the status of the next claim, press 1. To look up a claim with a different confirmation number, press 2. If you're done with claim status, press 3. Or, to speak with someone about THIS claim application, press 0. |
Re-Recognition : |
||||||
noinput 2 |
Else (office_hours=false) |
Prompt : [cs0250_ni2_02] Sorry. If you'd like to hear the status of the next claim, press 1. To look up a claim with a different confirmation number, press 2. Or, if you're finished, press 3. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
cs0260_NoStatusEnd_DM
CustomContext Recognition |
|
|||||||||
This is an end menu for callers that have more than one claim, but who chose not to hear any of them. This state also is for callers who have heard the final claim application for a given confirmation number. |
||||||||||
Entering From |
||||||||||
Initial Prompts |
||||||||||
Type |
Condition |
Name |
Wording |
|||||||
initial |
If claims_transaction_status=no_application AND If office_hours=true |
cs0260_ini_01 |
Now, to look up a different confirmation number, say 'Different Number.' To speak to someone about THIS claim, say 'Agent.' Or, if you're finished, just say 'I'm Finished.' |
|||||||
initial |
Else |
cs0260_ini_02 |
To look up a different confirmation number, say 'Different Number.' Or, if you're finished, just say 'I'm Finished.' |
|||||||
reprompt |
(after repeat or disconfirmation) |
If claims_transaction_status=no_application AND If office_hours=true |
cs0260_ree_01 |
To look up a different confirmation number, say 'Different Number.' To speak to someone about THIS claim, say 'Agent.' Or, if you're finished, just say 'I'm Finished.' |
||||||
Grammar |
||||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
|||||||
[different new] ?confirmation number // different_number |
1 |
<cs_no_status_end_menu different_number> |
If Necessary |
|||||||
?i'm [finished done] // finished |
2 |
<cs_no_status_end_menu finished> |
If Necessary |
|||||||
repeat, repeat that // repeat |
9 |
<cs_no_status_end_menu repeat> |
Never |
|||||||
Actions |
||||||||||
Option |
Condition |
Action |
Transition |
|||||||
different_number |
Always |
-- |
goto : cs0120_ConfirmationNumber_DM |
|||||||
finished |
Always |
Assign : claims_transaction_status =success |
-- |
|||||||
^ |
^ |
Prompt : [cs0260_out_01] If you're done, feel free to hang up. Otherwise,... |
Return to calling dialog : |
|||||||
repeat |
Always |
Prompt : [cs0260_out_02] Sure. |
Re-Recognition : Reprompt |
|||||||
Confirmation Prompts |
||||||||||
Option |
Condition |
Name |
Wording |
|||||||
different_number |
Always |
cs0260_cnf_ini_01 |
You'd like to look up a different confirmation number, right? |
|||||||
finished |
Always |
cs0260_cnf_ini_02 |
You're done with looking up claim status, right? |
|||||||
Confirmation Recovery Behavior |
||||||||||
Recovery Behavior |
||||||||||
Type |
Condition |
Action |
Transition |
|||||||
nomatch 1 |
If office_hours=true |
Prompt : [cs0260_nm1_01] Let's try again... You can say 'Different Number' or press 1, 'I'm Finished' or press 2, OR if you'd like to speak with someone say 'Agent' or press 0. |
Re-Recognition : |
|||||||
nomatch 1 |
Else (office_hours=false) |
Prompt : [cs0260_nm1_02] Let's try again... You can say 'Different Number' or press 1, OR 'I'm Finished' or press 2. |
Re-Recognition : |
|||||||
nomatch 2 |
If office_hours=true |
Prompt : [cs0260_nm2_01] Sorry. To look up a claim with a different confirmation number, press 1. Otherwise, if you're finished looking up claim status, press 2. OR, if you'd like to speak with someone, press 0, and I'll get someone to help you. |
Re-Recognition : |
|||||||
nomatch 2 |
Else (office_hours=false) |
Prompt : [cs0260_nm2_02] Sorry. To look up a claim with a different confirmation number, press 1. Otherwise, if you're finished looking up claim status, press 2. |
Re-Recognition : |
|||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
|||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
|||||||
noinput 1 |
If office_hours=true |
Prompt : [cs0260_ni1_01] You can say 'Different Number' or press 1, 'I'm Finished' or press 2, OR if you'd like to speak with someone say 'Agent' or press 0. |
Re-Recognition : |
|||||||
noinput 1 |
Else (office_hours=false) |
Prompt : [cs0260_ni1_02] If you'd like to look up a claim with a different confirmation number, say 'Different Number' or press 1. Otherwise, say 'I'm Finished' or press 2. |
Re-Recognition : |
|||||||
noinput 2 |
If office_hours=true |
Prompt : [cs0260_ni2_01] Sorry. To look up a claim with a different confirmation number, press 1. Otherwise, if you're finished looking up claim status, press 2. OR, if you'd like to speak with someone, press 0, and I'll get someone to help you. |
Re-Recognition : |
|||||||
noinput 2 |
Else (office_hours=false) |
Prompt : [cs0260_ni2_02] Sorry. If you'd like to try a different claim number, press 1. Otherwise, press 2. |
Re-Recognition : |
|||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
|||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
|||||||
Commands: State-Specific Behavior |
||||||||||
Commands: Disabled Globals |
||||||||||
repeat |
||||||||||
Commands: Confirmations |
||||||||||
Config Parameters |
||||||||||
Parameter |
Value |
|||||||||
-- |
-- |
|||||||||
Developer Notes |
||||||||||
-- |
||||||||||
cs0270_MultiLastClaimEnd_DM
CustomContext Recognition |
|
||||||||
This is an end menu for callers that have more than one claim. They are given the options to hear the next claim, go to the main menu, or to look up another claim with a different confirmation number. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
If office_hours=true |
cs0270_ini_01 |
To hear those claims again, say 'Repeat Claims.' To look up a different confirmation number, say 'Different Number.' If you'd like to speak to someone about THIS claim, say 'agent.' Or, if you're finished, just say 'I'm Finished.' |
||||||
initial |
Else (office_hours=false) |
cs0270_ini_02 |
To hear those claims again, say 'Repeat Claims.' To look up a different confirmation number, say 'Different Number.' Or, if you're finished, just say 'I'm Finished.' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
repeat claims, repeat ?[this that] |
1 |
<cs_multi_last_claim_end_menu repeat_claims> |
If Necessary |
||||||
?i'm [finished done] |
3 |
<cs_multi_last_claim_end_menu finished> |
If Necessary |
||||||
[different new] ?confirmation number |
2 |
<cs_multi_last_claim_end_menu different_number> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
repeat_claims |
Always |
Assign : current_claim =0 |
-- |
||||||
^ |
^ |
Prompt : [cs0270_out_01] All right. |
goto : cs0210_WhichClaim_DM |
||||||
different_number |
Always |
-- |
goto : cs0120_ConfirmationNumber_DM |
||||||
finished |
Always |
Assign : claims_transaction_status =success |
-- |
||||||
^ |
^ |
Prompt : [cs0270_out_02] If you're done, feel free to hang up. Otherwise,... |
Return to calling dialog : |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
repeat_claims |
Always |
cs0270_cnf_ini_01 |
You want to hear those claims again, right? |
||||||
different_number |
Always |
cs0270_cnf_ini_02 |
You'd like to look up a different confirmation number, right? |
||||||
finished |
Always |
cs0270_cnf_ini_03 |
You're done with looking up claim status, right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
If office_hours=true |
Prompt : [cs0270_nm1_01] Let's try again... You can say 'Repeat Claims' or press 1, 'Different Number' or press 2, 'I'm Finished' or press 3, OR say 'Agent' or press 0. |
Re-Recognition : |
||||||
nomatch 1 |
Else (office_hours=false) |
Prompt : [cs0270_nm1_02] Let's try again...You can say 'Repeat Claims' or press 1, 'Different Number' or press 2, OR say 'I'm Finished' or press 3 |
Re-Recognition : |
||||||
nomatch 2 |
If office_hours=true |
Prompt : [cs0270_nm2_01] Sorry. If you'd like to hear all of those claims again, press 1. To look up a claim with a different confirmation number, press 2. If you're finished, press 3. Or, to speak with someone about THIS application, press 0. |
Re-Recognition : |
||||||
nomatch 2 |
Else (office_hours=false) |
Prompt : [cs0270_nm2_02] Sorry. If you'd like to hear all of those claims again, press 1. To look up a claim with a different confirmation number, press 2. Or, if you're finished, press 3. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
If office_hours=true |
Prompt : [cs0270_ni1_01] You can say 'Repeat Claims' or press 1, 'Different Number' or press 2, 'I'm Finished' or press 3, OR say 'Agent' or press 0. |
Re-Recognition : |
||||||
noinput 1 |
Else (office_hours=false) |
Prompt : [cs0270_ni1_02] You can say 'Repeat Claims' or press 1, 'Different Number' or press 2, OR say 'I'm Finished' or press 3 |
Re-Recognition : |
||||||
noinput 2 |
If office_hours=true |
Prompt : [cs0270_ni2_01] Sorry. If you'd like to hear all of those claims again, press 1. To look up a claim with a different confirmation number, press 2. If you're done with claim status, press 3. Or, to speak with someone about THIS claim application, press 0. |
Re-Recognition : |
||||||
noinput 2 |
Else (office_hours=false) |
Prompt : [cs0270_ni2_02] Sorry. If you'd like to hear all of those claims again, press 1. To look up a claim with a different confirmation number, press 2. Or, if you're finished, press 3. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
The Direct Deposit application allows callers to update their direct deposit information.
dd0100_PingHost_DB
Data Access |
|
||||
Pings the host database to ensure the host is available. |
|||||
Entering From |
|||||
Input parameters |
|||||
Parameter |
Value |
||||
processID |
Which process to pass the request to. Values are: PING, AUTH, INFO, AUTHINFO, MI, ENDSESSION, NONE. |
||||
requestID |
Unique 10 digit ID for the request. 10 zeros, if not used. |
||||
timestamp |
Transaction timestamp. |
||||
version |
Version of the xml schema used. |
||||
Output parameters |
|||||
Variable |
Description |
||||
dd_statusCode |
Possible values that can be returned are: 0000=Success, 0150=System Failure-connected but failed for other reasons, 0151=System Failure, 0152=Off hour request, and 7777=Validation failure. |
||||
dd_statusDescription |
Status code text description. |
||||
Actions |
|||||
Condition |
Action |
Transition |
|||
If dd_statusCode=0000 (success) |
-- |
goto : dd0200_IntroMsg_PP |
|||
Else (failure) |
Always |
Assign : dd_transaction_status =failure |
-- |
||
^ |
If dd_statusCode=0152 (off hours request) |
Prompt : [dd0100_out_01] Sorry, our system is undergoing routine maintenance and I'm unable to access your records at this time. Please try back in the morning. If you'd like to speak with someone... |
Return to calling dialog : |
||
^ |
Else |
Prompt : [dd0100_out_02] Sorry, I'm having trouble getting access to your records... |
Return to calling dialog : |
||
Recovery Behavior |
|||||
Developer Notes |
|||||
-- |
|||||
dd0200_IntroMsg_PP
Simple Play Prompt |
|
|||||
Plays an intro prompt. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
dd0200_out_01 |
To get started, I have a couple of questions... |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
-- |
goto : dd0220_ReceivingBenefits_DM |
||||
Developer Notes |
||||||
-- |
||||||
dd0220_ReceivingBenefits_DM
YesNo Recognition |
|
||||||||
Asks callers whether or not they are receiving benefits. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
dd0220_ini_01 |
Are you receiving retirement, survivor, or disability benefits? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes, retirement, survivor, disability |
1 |
<cd_receiving_benefits_yesno yes> |
Never |
||||||
no |
2 |
<cd_receiving_benefits_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
yes |
Always |
-- |
goto : dd0260_CallingAboutSelf_DM |
||||||
no |
Always |
-- |
goto : dd0230_NotEligible_PP |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [dd0220_nm1_01] Let's try again...ARE you receiving retirement, survivor, or disability benefits? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [dd0220_nm2_01] Sorry. If you're currently receiving retirement benefits, survivor benefits, or disability benefits, press 1. If you are NOT receiving any of those benefits, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [dd0220_ni1_01] If you ARE receiving benefits for retirement, survivorship, or disability, say 'Yes' or press 1. If not, say 'No', or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [dd0220_ni2_01] Sorry. If you're currently receiving retirement benefits, survivor benefits, or disability benefits, press 1. If you are NOT receiving any of those benefits, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
dd0230_NotEligible_PP
Simple Play Prompt |
|
|||||
Informs callers that they must be receiving benefits in order to set up direct deposits. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
dd0230_out_01 |
You can only set up direct deposit if you're already receiving Social Security retirement, disability, or survivor benefit payments. In other words, you can't set them up in advance, even with the help of an agent. Now, If you're finished, feel free to hang up. Otherwise, hold on and I'll take you back to the Main Menu... |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
Assign : dd_transaction_status =not_eligible |
-- |
||||
Always |
-- |
Return to calling dialog : |
||||
Developer Notes |
||||||
-- |
||||||
dd0260_CallingAboutSelf_DM
YesNo Recognition |
|
||||||||
Asks callers whether or not they are calling about their own benefits (as opposed to someone else's). |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
dd0260_ini_01 |
And, is this change for yourself? |
||||||
reprompt |
(after repeat) |
dd0260_ree_01 |
Is the change you're calling about for your OWN benefit or payment? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes, my own // yes |
1 |
<cd_calling_about_self_yesno yes> |
Never |
||||||
no, not mine // no |
2 |
<cd_calling_about_self_yesno no> |
Never |
||||||
repeat, repeat that // repeat |
9 |
<cd_calling_about_self_yesno repeat> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
Always |
Assign : dd_transaction_status =not_self |
-- |
||||||
^ |
^ |
Prompt : [dd0260_out_01] Okay. To set up or change someone else's direct deposit, they'll need to be with you while you speak with an agent... |
Return to calling dialog : |
||||||
yes |
Always |
Prompt : [dd0260_out_02] All right. |
goto : dd0300_KBAuthentication_SD |
||||||
repeat |
Always |
Prompt : [dd0260_out_03] Sure |
Re-Recognition : Reprompt |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [dd0260_nm1_01] Let's try again... Is the change you're calling about for your OWN benefit or payment? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [dd0260_nm2_01] Sorry. If you're calling about a change that affects the benefits or payments that YOU receive, press 1. If you're calling on behalf of someone else, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [dd0260_ni1_01] If the change you'd like to make is for your OWN benefit or payment, say 'Yes' or press 1. If you're calling for someone else, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [dd0260_ni2_01] Sorry. If you're calling about benefits of payments that YOU receive, press 1. If you're calling on behalf of someone else, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
dd0300_KBAuthentication_SD
Subdialog Call |
|
|||
Sub dialogue call to the Knowledge Based Authentication module to collect: SSN, name, DOB, POB, and last payment. |
||||
Entering From |
||||
Dialog called |
||||
Proceed to initial node in: KnowledgeBasedAuthentication |
||||
Input parameters |
||||
Parameter |
Value |
|||
-- |
-- |
|||
Output parameters |
||||
Variable |
Subdialog Variable |
|||
-- |
-- |
|||
Actions |
||||
Condition |
Action |
Transition |
||
If kba_transaction_status=success |
Prompt : [dd0300_out_01] Let's move on to your direct deposit information... |
goto : dd0400_DDEffectiveASAP_DM |
||
Elseif kba_transaction_status=account_blocked |
Assign : dd_transaction_status =failure |
Return to calling dialog : |
||
Elseif kba_transaction_status=attestation_declined |
Assign : dd_transaction_status =failure |
Return to calling dialog : |
||
Else (kba_transaction_status=failure) |
Assign : dd_transaction_status =failure |
Return to calling dialog : |
||
Recovery Behavior |
||||
Developer Notes |
||||
-- |
||||
dd0400_DDEffectiveASAP_DM
Date Recognition |
|
||||||||
Asks caller if they would like the direct deposit to be effective asap. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
dd0400_ini_01 |
Would you like direct deposit to start as soon as possible? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes, yeah |
1 |
<cd_effective_asap_yesno > |
Never |
||||||
no |
2 |
<cd_effective_asap_yesno > |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
Always |
Prompt : [dd0400_out_01] Okay. |
goto : dd0410_EffectiveMonth_DM |
||||||
yes |
Always |
Assign : effective_month =<current_date> |
-- |
||||||
^ |
^ |
Prompt : [dd0400_out_02] Okay. |
goto : dd0430_AccountType_DM |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [dd0400_nm1_01] Let's try again...Would you like direct deposit to start as soon as possible? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [dd0400_nm2_01] Sorry. If you want the direct deposit to take effect as soon as possible, press 1. Otherwise, press 2, and I'll get the month you would like them to go into effect. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [dd0400_ni1_01] If you want the direct deposit to take effect as soon as possible say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [dd0400_ni2_01] Sorry. If you want the direct deposit to take effect as soon as possible, press 1. Otherwise, press 2, and I'll get the month you would like them to go into effect. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
dd0410_EffectiveMonth_DM
CustomContext Recognition |
|
||||||||
After the caller indicates that they don't want their direct deposit to start as soon as possible, asks what month they want their direct deposit to take effect. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
dd0410_ini_01 |
What month would you like your direct deposit to start? You can choose... |
||||||
initial |
If current date = (january) |
dd0410_ini_02 |
'February', 'March' or 'April.' |
||||||
initial |
Elseif current date = (february) |
dd0410_ini_03 |
'March', 'April' or 'May.' |
||||||
initial |
Elseif current date = (march) |
dd0410_ini_04 |
'April', 'May' or 'June.' |
||||||
initial |
Elseif current date = (april) |
dd0410_ini_05 |
'May', 'June' or 'July.' |
||||||
initial |
Elseif current date = (may) |
dd0410_ini_06 |
'June', 'July' or 'August.' |
||||||
initial |
Elseif current date = (june) |
dd0410_ini_07 |
'July', 'August' or 'September.' |
||||||
initial |
Elseif current date = (july) |
dd0410_ini_08 |
'August', 'September' or 'October.' |
||||||
initial |
Elseif current date = (august) |
dd0410_ini_09 |
'September', 'October' or 'November.' |
||||||
initial |
Elseif current date = (september) |
dd0410_ini_10 |
'October', 'November' or 'December.' |
||||||
initial |
Elseif current date = (october) |
dd0410_ini_11 |
'November', 'December' or 'January.' |
||||||
initial |
Elseif current date = (november) |
dd0410_ini_12 |
'December', 'January' or 'February.' |
||||||
initial |
Else (current date = (december)) |
dd0410_ini_13 |
'January', 'February' or 'March.' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
January, February, March, April, May, June, July, August, September, October, November, December, this month, next month |
1,2, 3 |
<cd_effective_month > |
If Necessary |
||||||
as soon as possible |
-- |
<cd_effective_month soon_as_possible> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
<month_1> |
Always |
Assign : effective_month =<current month + 1> |
-- |
||||||
<month_2> |
Always |
Assign : effective_month =<current month + 2> |
-- |
||||||
<month_3> |
Always |
Assign : effective_month =<current month + 3> |
-- |
||||||
soon_as_possible |
Always |
Assign : effective_month =<current_date> |
-- |
||||||
Always |
Always |
Prompt : [dd0410_out_01] Sure. |
goto : dd0430_AccountType_DM |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
as soon as possible |
-- |
dd0410_cnf_ini_14 |
You want deposits to start as soon as possible... |
||||||
<month> |
Always |
dd0410_cnf_ini_13 |
You want deposits to start in... |
||||||
january |
Always |
dd0410_cnf_ini_01 |
'January.' |
||||||
february |
Always |
dd0410_cnf_ini_02 |
'February.' |
||||||
march |
Always |
dd0410_cnf_ini_03 |
March.' |
||||||
april |
Always |
dd0410_cnf_ini_04 |
'April.' |
||||||
may |
Always |
dd0410_cnf_ini_05 |
'May.' |
||||||
june |
Always |
dd0410_cnf_ini_06 |
'June.' |
||||||
july |
Always |
dd0410_cnf_ini_07 |
'July.' |
||||||
august |
Always |
dd0410_cnf_ini_08 |
'August.' |
||||||
september |
Always |
dd0410_cnf_ini_09 |
'September.' |
||||||
october |
Always |
dd0410_cnf_ini_10 |
'October.' |
||||||
november |
Always |
dd0410_cnf_ini_11 |
'November.' |
||||||
december |
Always |
dd0410_cnf_ini_12 |
'December.' |
||||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [dd0410_nm1_01] Let's try again... You can say... |
Re-Recognition : |
||||||
nomatch 1 |
If current date = (january) |
Prompt : [dd0410_nm1_02] 'February' or press 1, 'March' or press 2, OR 'April' or press 3. |
Re-Recognition : |
||||||
nomatch 1 |
If current date = (february) |
Prompt : [dd0410_nm1_13] 'March' or press 1, 'April' or press 2, OR 'May' or press 3. |
Re-Recognition : |
||||||
nomatch 1 |
If current date = (march) |
Prompt : [dd0410_nm1_12] 'April' or press 1, 'May' or press 2, OR 'June' or press 3. |
Re-Recognition : |
||||||
nomatch 1 |
If current date = (april) |
Prompt : [dd0410_nm1_11] 'May' or press 1, 'June' or press 2, OR 'July' or press 3. |
Re-Recognition : |
||||||
nomatch 1 |
If current date = (may) |
Prompt : [dd0410_nm1_10] 'June' or press 1, 'July' or press 2, OR 'August' or press 3. |
Re-Recognition : |
||||||
nomatch 1 |
If current date = (june) |
Prompt : [dd0410_nm1_09] 'July' or press 1, 'August' or press 2, OR 'September' or press 3. |
Re-Recognition : |
||||||
nomatch 1 |
If current date = (july) |
Prompt : [dd0410_nm1_08] 'August' or press 1, 'September' or press 2, OR 'October' or press 3. |
Re-Recognition : |
||||||
nomatch 1 |
If current date = (august) |
Prompt : [dd0410_nm1_07] 'September' or press 1, 'October' or press 2, OR 'November' or press 3. |
Re-Recognition : |
||||||
nomatch 1 |
If current date = (september) |
Prompt : [dd0410_nm1_06] 'October' or press 1, 'November' or press 2, OR 'December' or press 3. |
Re-Recognition : |
||||||
nomatch 1 |
If current date = (october) |
Prompt : [dd0410_nm1_05] 'November' or press 1, 'December' or press 2, OR 'January' or press 3. |
Re-Recognition : |
||||||
nomatch 1 |
If current date = (november) |
Prompt : [dd0410_nm1_04] 'December' or press 1, 'January' or press 2, OR 'February' or press 3. |
Re-Recognition : |
||||||
nomatch 1 |
Else (current date = (december)) |
Prompt : [dd0410_nm1_03] 'January' or press 1, 'February' or press 2, OR 'March' or press 3. |
Re-Recognition : |
||||||
nomatch 2 |
Always |
Prompt : [dd0410_nm2_01] Sorry. To start direct deposit in... |
Re-Recognition : |
||||||
nomatch 2 |
If current date = (january) |
Prompt : [dd0410_nm2_02] February press 1, March press 2, or for April, press 3. |
Re-Recognition : |
||||||
nomatch 2 |
If current date = (february) |
Prompt : [dd0410_nm2_03] March press 1, April press 2, or for May, press 3. |
Re-Recognition : |
||||||
nomatch 2 |
If current date = (march) |
Prompt : [dd0410_nm2_04] April press 1, May press 2, or for June, press 3. |
Re-Recognition : |
||||||
nomatch 2 |
If current date = (april) |
Prompt : [dd0410_nm2_05] May press 1, June press 2, or for July, press 3. |
Re-Recognition : |
||||||
nomatch 2 |
If current date = (may) |
Prompt : [dd0410_nm2_06] June press 1, July press 2, or for August, press 3. |
Re-Recognition : |
||||||
nomatch 2 |
If current date = (june) |
Prompt : [dd0410_nm2_07] July press 1, August press 2, or for September, press 3. |
Re-Recognition : |
||||||
nomatch 2 |
If current date = (july) |
Prompt : [dd0410_nm2_08] August press 1, September press 2, or for October, press 3. |
Re-Recognition : |
||||||
nomatch 2 |
If current date = (august) |
Prompt : [dd0410_nm2_09] September press 1, October press 2, or for November, press 3. |
Re-Recognition : |
||||||
nomatch 2 |
If current date = (september) |
Prompt : [dd0410_nm2_10] October press 1, November press 2, or for December, press 3. |
Re-Recognition : |
||||||
nomatch 2 |
If current date = (october) |
Prompt : [dd0410_nm2_11] November press 1, December press 2, or for January, press 3. |
Re-Recognition : |
||||||
nomatch 2 |
If current date = (november) |
Prompt : [dd0410_nm2_12] December press 1, January press 2, or for February, press 3. |
Re-Recognition : |
||||||
nomatch 2 |
Else (current date = (december)) |
Prompt : [dd0410_nm2_13] January press 1, February press 2, or for March, press 3. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : effective_month =<current month + 1> |
-- |
||||||
nomatch 3 |
^ |
Prompt : [dd0410_nm3_01] Sorry, I'm having trouble. I'll go ahead and start them as soon as possible... |
-- |
||||||
noinput 1 |
Always |
Prompt : [dd0410_ni1_01] You can say... |
Re-Recognition : |
||||||
noinput 1 |
If current date = (january) |
Prompt : [dd0410_ni1_02] 'February' or press 1, 'March' or press 2, OR 'April' or press 3. |
Re-Recognition : |
||||||
noinput 1 |
If current date = (february) |
Prompt : [dd0410_ni1_03] 'March' or press 1, 'April' or press 2, OR 'May' or press 3. |
Re-Recognition : |
||||||
noinput 1 |
If current date = (march) |
Prompt : [dd0410_ni1_04] 'April' or press 1, 'May' or press 2, OR 'June' or press 3. |
Re-Recognition : |
||||||
noinput 1 |
If current date = (april) |
Prompt : [dd0410_ni1_05] 'May' or press 1, 'June' or press 2, OR 'July' or press 3. |
Re-Recognition : |
||||||
noinput 1 |
If current date = (may) |
Prompt : [dd0410_ni1_06] 'June' or press 1, 'July' or press 2, OR 'August' or press 3. |
Re-Recognition : |
||||||
noinput 1 |
If current date = (june) |
Prompt : [dd0410_ni1_07] 'July' or press 1, 'August' or press 2, OR 'September' or press 3. |
Re-Recognition : |
||||||
noinput 1 |
If current date = (july) |
Prompt : [dd0410_ni1_08] 'August' or press 1, 'September' or press 2, OR 'October' or press 3. |
Re-Recognition : |
||||||
noinput 1 |
If current date = (august) |
Prompt : [dd0410_ni1_09] 'September' or press 1, 'October' or press 2, OR 'November' or press 3. |
Re-Recognition : |
||||||
noinput 1 |
If current date = (september) |
Prompt : [dd0410_ni1_10] 'October' or press 1, 'November' or press 2, OR 'December' or press 3. |
Re-Recognition : |
||||||
noinput 1 |
If current date = (october) |
Prompt : [dd0410_ni1_11] 'November' or press 1, 'December' or press 2, OR 'January' or press 3. |
Re-Recognition : |
||||||
noinput 1 |
If current date = (november) |
Prompt : [dd0410_ni1_12] 'December' or press 1, 'January' or press 2, OR 'February' or press 3. |
Re-Recognition : |
||||||
noinput 1 |
Else (current date = (december)) |
Prompt : [dd0410_ni1_13] 'January' or press 1, 'February' or press 2, OR 'March' or press 3. |
Re-Recognition : |
||||||
noinput 2 |
Always |
Assign : effective_month =<current month + 1> |
-- |
||||||
noinput 2 |
^ |
Prompt : [dd0410_ni2_01] Let's move on. I'll go ahead and start them as soon as possible... |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
Code must calculate the three specific months based on current date and SSA business practices. The prompt MonthChoices is then the concatenation of the first and second month in medial inflection, and the third month in final inflection. "One Step Correction" strategy should be available to the Caller (e.g., "No, February") -- This means both the collection grammar and the confirmation grammar are active during the confirmation phase. (This can be done as a parallel grammar.) The grammar that should be accepted includes "as soon as possible" (ASAP) and its synonyms, the three specific months calculated above, and any additional months between the current month and the first of the calculated months. For example, if a call is received toward the end of September, the valid months are October, November and December, but the grammar should include September, October, November, December, and the ASAP synonyms, and September and October should be mapped the same as ASAP. The current month is not prompted, but it should be recognized and handled the same as ASAP. |
|||||||||
dd0430_AccountType_DM
CustomContext Recognition |
|
||||||||
Asks callers for the type of account for direct deposit setup. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
dd0430_ini_01 |
So, tell me the type of account you'd like to use: 'Checking,' 'Savings,' or 'Investment.' Or say 'I Don't Have One.' |
||||||
reprompt |
(after repeat or disconfirmation) |
dd0430_ree_01 |
Tell me the type of account you'd like to use: 'Checking,' 'Savings,' or 'Investment.' Or say 'I Don't Have One.' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
checking, checking account // checking |
1 |
<cd_account_type_menu checking> |
If Necessary |
||||||
savings, savings account // savings |
2 |
<cd_account_type_menu savings> |
If Necessary |
||||||
investment, investment account // investment |
3 |
<cd_account_type_menu investment> |
If Necessary |
||||||
i don't have one, i don't have an account // dont_have |
4 |
<cd_account_type_menu dont_have> |
If Necessary |
||||||
repeat, repeat that // repeat |
9 |
<cd_account_type_menu repeat> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
checking |
Always |
Assign : bank_account_type =checking |
-- |
||||||
^ |
^ |
Prompt : [dd0430_out_01] Okay. |
|||||||
dont_have |
Always |
Assign : dd_transaction_status =dont_have_info |
-- |
||||||
^ |
^ |
Prompt : [dd0430_out_02] I'm afraid we can't go on if you don't have a bank account. Please call back as soon as you have one and I'll be glad to help you. For now I'll take you back to the main menu... |
Return to calling dialog : |
||||||
investment |
Always |
Assign : bank_account_type =investment |
-- |
||||||
^ |
^ |
Prompt : [dd0430_out_03] Okay. |
|||||||
savings |
Always |
Assign : bank_account_type =savings |
-- |
||||||
^ |
^ |
Prompt : [dd0430_out_04] Okay. |
|||||||
repeat |
Always |
Prompt : [dd0430_out_05] Sure. |
Re-Recognition : Reprompt |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
checking |
Always |
dd0430_cnf_ini_01 |
You'd like to set up direct deposits into a CHECKING account, right? |
||||||
dont_have |
Always |
dd0430_cnf_ini_02 |
You don't have a checking, savings, or investment account for direct deposit, right? |
||||||
investment |
Always |
dd0430_cnf_ini_03 |
You'd like to set up direct deposits into an INVESTMENT account, right? |
||||||
savings |
Always |
dd0430_cnf_ini_04 |
You'd like to set up direct deposits into a SAVINGS account, right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [dd0430_nm1_01] Let's try again. You can say 'Checking' or press 1, 'Savings' or press 2, 'Investment' or 3, OR say 'I Don't Have One' or press 4. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [dd0430_nm2_01] Sorry. For direct deposit, you'll need a CHECKING, SAVINGS, or INVESTMENT account (with a BANK ROUTING number and an ACCOUNT number) that belongs to YOU and from which you can withdraw funds. To set up direct deposit into a checking account, press 1. To set up a savings account, press 2. For an investment account, press 3. Or, if you don't have any of those types of bank accounts, press 4. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [dd0430_ni1_01] For direct deposit, you'll need a CHECKING, SAVINGS, or INVESTMENT account (with a BANK ROUTING number and an ACCOUNT number) that belongs to YOU and from which you can withdraw funds. To set up direct deposit into a checking account, say 'Checking' (or press 1). To set up a savings account, say 'Savings' (or 2). For an investment account, 'Investment' (or 3). Or, if you don't have any of those types of bank accounts, say 'I Don't Have One' or press 4. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [dd0430_ni2_01] Sorry. To set up direct deposit into a checking account, press 1. To set up a savings account, press 2. For an investment account, press 3. Or, if you don't have any of those types of bank accounts, press 4. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
dd0440_CollectRoutingNumber_DM
Digits Recognition |
|
||||||||
Asks callers for a nine-digit routing number. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
dd0440_ini_01 |
Next, say or enter the 9-digit ROUTING number. |
||||||
reprompt |
(after repeat or disconfirmation) |
dd0440_ree_01 |
Tell me the 9-digit routing number for your account, or enter it on your phone's keypad. |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
<routing number> |
<9-digit string> |
<cd_routing_number <routing number>> |
Always |
||||||
i don't know, don't know |
-- |
<cd_routing_number dont_know> |
If Necessary |
||||||
repeat, repeat that |
9 |
<cd_routing_number repeat> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
<routing number> |
Always |
Assign : bank_routing_number =<routing number> |
|||||||
dont_know |
Always |
Assign : dd_transaction_status =dont_know_info |
-- |
||||||
^ |
^ |
Prompt : [dd0440_out_01] I'm sorry, but without your bank routing number I won't be able to help you set up direct deposit. Please call back as soon as you have it and I'll be glad to help you. For now I'll take you back to the main menu... |
Return to calling dialog : |
||||||
repeat |
Always |
Prompt : [dd0440_out_02] Sure. |
Re-Recognition : Reprompt |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
<routing number> |
Always |
dd0440_cnf_ini_01 |
Just to confirm, the routing number is... |
||||||
^ |
Always |
dd0440_cnf_ini_02 |
...<routing number>. |
||||||
^ |
Always |
dd0440_cnf_ini_03 |
Right? |
||||||
dont_know |
Always |
dd0440_cnf_ini_04 |
You don't know your banks routing number, is that right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [dd0440_nm1_01] Let's try again. Say or enter your banks nine-digit routing number. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [dd0440_nm2_01] Sorry. In order to set up your direct deposit I need your banks routing number. Please enter your banks nine digit routing number now. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [dd0440_ni1_01] Say or enter the nine-digit routing number. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [dd0440_ni2_01] Sorry. In order to set up your direct deposit I need your banks routing number. Please enter your banks nine digit routing number now. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
dd0450_CollectAccountNumber_DM
Digits Recognition |
|
||||||||
Asks callers for their bank account number. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
dd0450_ini_01 |
And what's your ACCOUNT number? |
||||||
reprompt |
(after repeat or disconfirmation) |
dd0450_ree_01 |
Tell me your account number, or enter it on your phone's keypad. |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
<account number> |
-- |
<cd_account_number <account number>> |
Always |
||||||
repeat, repeat that // repeat |
9 |
<cd_account_number repeat> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
<account number> |
Always |
Assign : bank_account_number =<account number> |
-- |
||||||
^ |
^ |
Prompt : [dd0450_out_01] Great. Hold on while I submit this. (It may take a few seconds...) |
|||||||
repeat |
Always |
Prompt : [dd0450_out_02] Sure. |
Re-Recognition : Reprompt |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
<account number> |
Always |
dd0450_cnf_ini_01 |
Your account number is... |
||||||
^ |
Always |
dd0450_cnf_ini_02 |
...<account number>. |
||||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [dd0450_nm1_01] Let's try again... Say or enter your bank account number one more time. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [dd0450_nm2_01] Sorry. You can find your account number on your bank statement or, if it's a checking account, at the bottom of your check, to the right of the routing number. Please enter your account number now. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [dd0450_ni1_01] Go ahead an say or enter your bank account number. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [dd0450_ni2_01] Sorry. You can find your account number on your bank statement or, if it's a checking account, at the bottom of your check, to the right of the routing number. Please enter your account number now. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
dd0460_SendDirectDepositInfo_DB
Data Access |
|
||||
Sends direct deposit info to the backend database. |
|||||
Entering From |
|||||
Input parameters |
|||||
Parameter |
Value |
||||
processID |
Which process to pass the request to. Values are: PING, AUTH, INFO, AUTHINFO, MI, ENDSESSION, NONE. |
||||
requestID |
Unique 10 digit ID for the request. 10 zeros, if not used. |
||||
timestamp |
Transaction timestamp. |
||||
version |
Version of the xml schema used. |
||||
actionType |
-- |
||||
ui |
Type of user, T for Telephone |
||||
accountType |
1 character account type. The available choices are C (for checking), S (for savings), and I (for investment). |
||||
routingNumber |
Bank routing number |
||||
accountNumber |
Account Number |
||||
effective |
2-digit string representing the effective month in the format MM. The months (MM) are in the range of 01 to 12 |
||||
ani |
Caller's 10 digit ANI. All zeros if unavailable. |
||||
Output parameters |
|||||
Variable |
Description |
||||
dd_statusCode |
Possible values that can be returned are: 0000=Success, 0001=Data is valid and processed and the user already has direct deposit, 0002=Data is valid and processed and the user does not have direct deposit, 0150=System Failure-connected but failed for other reasons, 0151=System Failure, 0152=Off hour request, 0508=Block Access, 7777=Validation failure, 8888=Not authenticated/authorized, and 9999=Data is invalid. |
||||
dd_statusDescription |
Status code text description. |
||||
Actions |
|||||
Condition |
Action |
Transition |
|||
If success |
Always |
Assign : dd_transaction_status =success |
-- |
||
^ |
^ |
Prompt : [dd0460_out_01] All set! Your direct deposit has been sent for processing which may take up to three business days. As requested... |
-- |
||
^ |
If effective_month = <current_date> |
Prompt : [dd0460_out_02] ...this change will be effective as soon as possible. |
-- |
||
^ |
Else |
Prompt : [dd0460_out_03] ...this change will go into effect in... |
-- |
||
^ |
^ |
Prompt : [dd0460_out_04] <effective_month> |
-- |
||
^ |
Always |
Prompt : [dd0460_out_05] You will receive a confirmation letter in the mail. Now, if you're finished, feel free to hang up. Otherwise... |
Return to calling dialog : |
||
Else (failure |
Always |
Assign : dd_transaction_status =failure |
-- |
||
^ |
If dd_statusCode=0152 (off hours request) |
Prompt : [dd0460_out_06] Sorry, our system is undergoing routine maintenance and I'm unable to access your records at this time. Please try back in the morning. If you'd like to speak with someone... |
Return to calling dialog : |
||
^ |
Else |
Prompt : [dd0460_out_07] Sorry, but I'm having trouble processing this request. |
Return to calling dialog : |
||
Recovery Behavior |
|||||
Developer Notes |
|||||
-- |
|||||
This application provides Social Security field office and card center locations based on a zip code entered by the caller.
Spanish Notes:
-Spanish functionality is DTMF-only
-Please see the main Spanish application for global behavior
-If the Spanish application is transferring (e.g., due to max nomatch), the application will go to mm0400_ProcessTransfer_DS in the main Spanish application.
fl0100_GetZipCode_DM
CustomContext Recognition |
|
||||||||
Asks the caller for the zip code where they'd like to find a Social Security field office. |
|||||||||
Entering From |
|||||||||
mm0320_FieldOfficeLocator_SD, fl0120_OfficeLocationInfo_DM, fl0140_ZipFailedFirstTimeMsg_PP, fl0125_CardCenterInfo_DM, fl0115_PhysicalZipCode_DM |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
If fol_zip_code_entry=first |
fl0100_ini_01 |
Go ahead and say or enter the five-digit zip code of the area where you want to find an office. |
||||||
initial |
Elseif fol_zip_code_entry=change |
fl0100_ini_02 |
What's the zip code? |
||||||
initial |
Elseif fol_zip_code_entry=sacramento |
fl0100_ini_03 |
What's the zip code of your PHYSICAL address? |
||||||
initial |
Else (fol_zip_code_entry=not_found): |
fl0100_ini_04 |
Go ahead and say or enter the five-digit zip code of the area where I should search. |
||||||
reprompt |
Always |
fl0100_ree_01 |
WHAT's the five-digit zip code? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
<zip code> |
-- |
<fol_zip_code_collection <zip code>> |
If Necessary |
||||||
I don't know, I'm not sure |
-- |
<fol_zip_code_collection dont_know> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
<zip code> |
-- |
Assign : fol_zip_code =<zip code> |
-- |
||||||
^ |
-- |
Prompt : [fl0100_out_09] Thanks. |
goto : fl0102_EvaluateZipCode_DB |
||||||
dont_know |
-- |
Assign : fol_transaction_status =dont_know_zip |
-- |
||||||
^ |
-- |
Prompt : [fl0100_out_10] Okay. |
Return to calling dialog : |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
<ssn> |
Always |
fl0100_cnf_ini_01 |
That zip code is |
||||||
^ |
Always |
fl0100_cnf_ini_02 |
<ssn> |
||||||
^ |
Always |
fl0100_cnf_ini_03 |
Right? |
||||||
dont_know |
Always |
fl0100_cnf_ini_04 |
Sounds like you don't know the zip code, right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [fl0100_nm1_01] Let's try again... Please say the five-digit zip code where you'd like me to search like this: 1 2 3 0 0, or enter it on your keypad. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [fl0100_nm2_01] Sorry. I need to know the zip code where you'd like me to search for a local Social Security office. Using your telephone keypad, enter the five-digit zip code now. |
Re-Recognition : |
||||||
noinput 1 |
^ |
Prompt : [fl0100_ni1_01] Please say the five-digit zip code where you'd like me to search like this: 1 2 3 0 0, or enter it on your keypad. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [fl0100_ni2_01] Sorry. I need to know the zip code where you'd like me to search for a local Social Security office. Using your telephone keypad, enter the five-digit zip code now. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
The Spanish application will never confirm. |
|||||||||
fl0102_EvaluateZipCode_DB
Data Access |
|
||||
Evaluates provided zip code to determine whether card center handling is needed. |
|||||
Entering From |
|||||
Input parameters |
|||||
Parameter |
Value |
||||
fol_zip_code |
The five digit zip code where the caller would like to search. |
||||
Output parameters |
|||||
Variable |
Description |
||||
card_center |
indicates which call center, if any, is associated with the provided zip code ('dptsscc,' 'npsscc,' 'lvsscc,' 'ssscc,' 'osscc,' 'psscc', 'brooklyn,' 'queens,' 'minneapolis,' or if none apply, the value is 'none') |
||||
Actions |
|||||
Condition |
Action |
Transition |
|||
success |
If card_center=none |
-- |
goto : fl0135_FindFOFromZip_DB |
||
^ |
Else (card_center=dptsscc OR npsscc OR lvsscc OR ssscc OR osscc OR brooklyn OR queens OR minneapolis OR psscc) |
-- |
|||
failure |
Assign : fol_transaction_status =failure |
Return to calling dialog : |
|||
Recovery Behavior |
|||||
Developer Notes |
|||||
-- |
|||||
fl0105_CardCenterNeededQuestion_DM
CustomContext Recognition |
|
||||||||
Asks the caller if they need to get a Social Security card. If yes, they'll need to visit the card center instead of the field office in their area. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
fl0105_ini_01 |
Do you need to get a Social Security card? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes, yeah |
1 |
<card_center_needed_yesno yes> |
Never |
||||||
no |
2 |
<card_center_needed_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
yes |
If card_center = ssscc |
Prompt : [fl0105_out_04] All right. |
goto : fl0115_PhysicalZipCode_DM |
||||||
^ |
Else (card_center =dptsscc OR npsscc OR lvsscc OR osscc OR brooklyn OR queens OR minneapolis OR psscc) |
Prompt : [fl0105_out_02] All right. |
goto : fl0125_CardCenterInfo_DM |
||||||
no |
Always |
Assign : card_center =Undefined |
-- |
||||||
^ |
^ |
-- |
goto : fl0135_FindFOFromZip_DB |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [fl0105_nm1_01] Let's try again...DO you need to get a Social Security card? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [fl0105_nm2_01] Sorry. In order to direct you to the correct office, I need to know if you'll be getting a Social Security card. If you need a Social Security card, press 1. If not, press 2. |
Re-Recognition : |
||||||
noinput 1 |
^ |
Prompt : [fl0105_ni1_01] If you need to get a Social Security card say 'Yes' or press 1. If not, say 'No', or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [fl0105_ni2_01] Sorry. In order to direct you to the correct office, I need to know if you'll be getting a Social Security card. If you need a Social Security card, press 1. If not, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
fl0115_PhysicalZipCode_DM
CustomContext Recognition |
|
||||||||
Asks callers that entered a Sacramento zip code, if the zip code is for their physical address (as opposed to mailing address). |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
fl0115_ini_01 |
And is this the zip code for your PHYSICAL address? |
||||||
reprompt |
(after repeat) |
fl0115_ree_01 |
Is this the zip code for your PHYSICAL address, where you actually live? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
no, no it's not |
2 |
<fol_physicalzipquestion_yesno no> |
Never |
||||||
yes, yeah, yes it is |
1 |
<fol_physicalzipquestion_yesno yes> |
Never |
||||||
repeat, repeat that |
9 |
<fol_physicalzipquestion_yesno repeat> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
yes |
Always |
-- |
goto : fl0125_CardCenterInfo_DM |
||||||
no |
Always |
Assign : fol_zip_code_entry =sacramento |
-- |
||||||
^ |
^ |
Prompt : [fl0115_out_01] In order to get a new Social Security card you'll need to visit the Card Center servicing your physical address. So... |
goto : fl0100_GetZipCode_DM |
||||||
repeat |
Always |
Prompt : [fl0115_out_02] Sure. |
Re-Recognition : Reprompt |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [fl0115_nm1_01] Let's try again...IS this the zip code for the address where you actually live? |
-- |
||||||
nomatch 2 |
^ |
Prompt : [fl0115_nm2_01] Sorry. If you gave me the zip code of your physical address, where you actually reside, press 1. If not, press 2. |
-- |
||||||
noinput 1 |
^ |
Prompt : [fl0115_ni1_01] If you entered the zip code for the address where you actually live, say 'Yes' or press 1. If not, say 'No' or press 2. |
-- |
||||||
noinput 2 |
^ |
Prompt : [fl0115_ni2_01] Sorry. If you gave me the zip code of your physical address, where you actually reside, press 1. If not, press 2. |
-- |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
fl0120_OfficeLocationInfo_DM
CustomContext Recognition |
|
||||||||||
Plays back the address and phone number of the closest field office correlating to the zip code given and then gives the options to repeat, search another zip code, or return to the main menu (finished). |
|||||||||||
Entering From |
|||||||||||
Initial Prompts |
|||||||||||
Type |
Condition |
Name |
Wording |
||||||||
initial |
If office_location_entry=first |
fl0120_ini_01 |
Okay, here's information for the servicing office in the zip code you gave me. |
||||||||
initial |
Elseif office_location_entry=from_card_center |
fl0120_ini_02 |
Okay, here's information for the local office in your zip code. |
||||||||
initial |
Else (office_location_entry=reentry) |
fl0120_ini_03 |
Sure, here's that information again. |
||||||||
initial |
Always |
fl0120_ini_04 |
The street address is |
||||||||
initial |
^ |
fl0120_ini_05 |
<ADDRLN_1> (plays silence instead of "Social Security") |
||||||||
initial |
^ |
fl0120_ini_36 |
<ADDRLN_3> |
||||||||
initial |
^ |
fl0120_ini_37 |
<ADDRLN_2> |
||||||||
initial |
^ |
fl0120_ini_38 |
<ADDRLN_4> |
||||||||
initial |
^ |
fl0120_ini_39 |
<CITY28> |
||||||||
initial |
^ |
fl0120_ini_40 |
<ST> |
||||||||
initial |
^ |
fl0120_ini_41 |
<ZIP5> |
||||||||
initial |
^ |
fl0120_ini_06 |
<1000ms slience> |
||||||||
initial |
Begin hours playback |
Note |
[NOTE: If fo_hours_of_operation is NOT null, play the following hours prompts:] |
||||||||
initial |
Always |
fl0120_ini_07 |
The hours of operation are... |
||||||||
initial |
^ |
fl0120_ini_08 |
<100ms slience> |
||||||||
initial |
^ |
Note |
NOTE: Cycle through for all day ranges. |
||||||||
initial |
If playing more than two consecutive weekdays with the same operational hours |
If Weekdays are Monday through Friday |
fl0120_ini_17 |
Monday through Friday... |
|||||||
initial |
^ |
Else |
fl0120_ini_18 |
<from_start_day_of_week_mid> (e.g., "Monday") |
|||||||
initial |
^ |
^ |
fl0120_ini_19 |
<100ms slience> |
|||||||
initial |
^ |
^ |
fl0120_ini_20 |
<to_end_day_of_week_comma> (e.g., "through Thursday") |
|||||||
initial |
^ |
Always |
fl0120_ini_21 |
<200ms silence> |
|||||||
initial |
Else If playing two weekdays with the same operational hours (consecutive or not) OR More than two non-consecutive weekdays with the same operational hours |
If playing last set of hours when there is more than 1 set (e.g, not when we *only* say Monday and Friday from 9am-5pm) |
fl0120_ini_22 |
<and_start_day_of_week_mid> (e.g., "and monday") |
|||||||
initial |
^ |
Else (Only one set of hours, OR not last set of hours OR Not last day in set)
(cycle through until the last day in the set, including the pause) |
fl0120_ini_23 |
<start_day_of_week_mid> (e.g., "Monday") |
|||||||
initial |
^ |
Always |
fl0120_ini_24 |
<100ms slience> |
|||||||
initial |
^ |
Always if last day in set |
fl0120_ini_25 |
<and_end_day_of_week_comma> (e.g., "and Friday") |
|||||||
initial |
^ |
Always |
fl0120_ini_26 |
<200ms silence> |
|||||||
initial |
Else (playing weekdays one by one with different operational hours) |
If NOT playing the last single day of the week.
(cycle through until the last day in the set, including the pause) |
fl0120_ini_27 |
<start_day_of_week_mid> (e.g., "Saturday") |
|||||||
initial |
^ |
^ |
fl0120_ini_28 |
<100ms slience> |
|||||||
initial |
^ |
If last single day of the week |
fl0120_ini_29 |
<and_start_day_of_week_mid> (e.g., "and Sunday") |
|||||||
initial |
^ |
Always |
fl0120_ini_30 |
<200ms slience> |
|||||||
initial |
If playing time |
Always |
fl0120_ini_31 |
<from_time_mid> (e.g., "from 7am") |
|||||||
initial |
^ |
^ |
fl0120_ini_32 |
<100ms slience> |
|||||||
initial |
^ |
^ |
fl0120_ini_33 |
<to_time_fin> (e.g., to "7pm") |
|||||||
initial |
^ |
^ |
fl0120_ini_34 |
<200ms slience> |
|||||||
initial |
If played closed time for last group or weekdays |
fl0120_ini_35 |
Except Federal holidays. |
||||||||
initial |
^ |
fl0120_ini_09 |
<1000ms slience> |
||||||||
initial |
End hours playback |
Note |
[NOTE: End hours playback] |
||||||||
initial |
If fo_phone_ number = undefined OR 18007721213 |
fl0120_ini_10 |
There is no direct phone number for this office. |
||||||||
initial |
^ |
fl0120_ini_11 |
<1000ms slience> |
||||||||
initial |
Else |
fl0120_ini_12 |
And the phone number is |
||||||||
initial |
^ |
fl0120_ini_13 |
<fo phone number> |
||||||||
initial |
^ |
fl0120_ini_14 |
<1000ms slience> |
||||||||
initial |
If office_location_entry=|=reentry |
fl0120_ini_15 |
To hear that again, say 'Repeat that.' Otherwise, to search in a DIFFERENT zip code, say 'Change Zip Code.' Or, if you're finished, just say 'I'm finished.' |
||||||||
initial |
Else (office_location_entry=reentry) |
fl0120_ini_16 |
To search in a DIFFERENT zip code, say 'Change Zip Code.' Or, if you're finished, just say 'I'm finished.' |
||||||||
reprompt |
If office_location_entry=|=reentry |
fl0120_ree_01 |
My mistake. You can say 'Repeat That', 'Change Zip Code', or 'I'm Finished'. |
||||||||
reprompt |
Else (office_location_entry=reentry) |
fl0120_ree_02 |
My mistake. You can say 'Change Zip Code' or 'I'm Finished'. |
||||||||
Grammar |
|||||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||||
i'm finished, i'm done |
En-us: 2,3; Es-us: 3 |
<office_location_info_menu@import finished> |
If Necessary |
||||||||
change zip code, different zip code |
En-us: 1,2; Es-us: 2 |
<office_location_info_menu@import change> |
If Necessary |
||||||||
repeat, repeat that |
En-us: 1; Es-us: 1 |
<office_location_info_menu@import repeat> |
Never |
||||||||
Actions |
|||||||||||
Option |
Condition |
Action |
Transition |
||||||||
change |
Always |
Assign : fol_first_zip =true |
-- |
||||||||
^ |
^ |
Prompt : [fl0120_out_01] All right. Let's look somewhere else. |
goto : fl0100_GetZipCode_DM |
||||||||
finished |
Always |
Assign : fol_transaction_status =success |
-- |
||||||||
^ |
^ |
Prompt : [fl0120_out_03] All right. |
Return to calling dialog : |
||||||||
Confirmation Prompts |
|||||||||||
Option |
Condition |
Name |
Wording |
||||||||
change |
Always |
fl0120_cnf_ini_02 |
You'd like to search a different zip code, right? |
||||||||
finished |
Always |
fl0120_cnf_ini_03 |
You're finished, right? |
||||||||
Confirmation Recovery Behavior |
|||||||||||
Recovery Behavior |
|||||||||||
Type |
Condition |
Action |
Transition |
||||||||
nomatch 1 |
If office_location_entry=reentry //If this is not the first time through, e.g., after the caller says repeat |
Prompt : [fl0120_nm1_01] Let's try again. You can say 'Change Zip Code' or press 1, OR say 'I'm Finished', or press 2. |
Re-Recognition : |
||||||||
nomatch 1 |
Else (office_location_entry=|=reentry) //If this is the first time through |
Prompt : [fl0120_nm1_02] Let's try again. You can say 'Repeat That' or press 1, 'Change Zip Code' or 2, OR say 'I'm Finished' or press 3. |
Re-Recognition : |
||||||||
nomatch 2 |
If office_location_entry=reentry //If this is not the first time through, e.g., after the caller says repeat |
Prompt : [fl0120_nm2_01] Sorry. To search for a local office using a different zip code, press 1. Or, if your finished, press 2. |
Re-Recognition : |
||||||||
nomatch 2 |
Else (office_location_entry=|=reentry) //If this is the first time through |
Prompt : [fl0120_nm2_02] Sorry. If you'd like to hear that information again, press 1. Otherwise, to search for a local office using a different zip code, press 2. Or, if your finished, press 3. |
Re-Recognition : |
||||||||
noinput 1 |
If office_location_entry=reentry //If this is not the first time through, e.g., after the caller says repeat |
Prompt : [fl0120_ni1_01] Sorry. You can say 'Change Zip Code' or press 1, OR say 'I'm Finished', or press 2. |
Re-Recognition : |
||||||||
noinput 1 |
Else (office_location_entry=|=reentry) //If this is the first time through |
Prompt : [fl0120_ni1_02] You can say 'Repeat That' or press 1, 'Change Zip Code' or 2, OR say 'I'm Finished' or press 3. |
Re-Recognition : |
||||||||
noinput 2 |
If office_location_entry=reentry //If this is not the first time through, e.g., after the caller says repeat |
Prompt : [fl0120_ni2_01] Sorry. To search for a local office using a different zip code, press 1. Or, if your finished, press 2. |
Re-Recognition : |
||||||||
noinput 2 |
Else (office_location_entry=|=reentry) //If this is the first time through |
Prompt : [fl0120_ni2_02] Sorry. If you'd like to hear that information again, press 1. Otherwise, to search for a local office using a different zip code, press 2. Or, if your finished, press 3. |
Re-Recognition : |
||||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||||
Commands: State-Specific Behavior |
|||||||||||
Type |
Condition |
Action |
Transition |
||||||||
repeat |
-- |
Assign : office_location_entry =reentry |
Re-Recognition : Reprompt |
||||||||
Commands: Confirmations |
|||||||||||
Commands: Grammar |
|||||||||||
Sample Expressions |
DTMF |
Command |
Confirm |
||||||||
repeat that, repeat |
9 |
repeat |
Never |
||||||||
Config Parameters |
|||||||||||
Parameter |
Value |
||||||||||
-- |
-- |
||||||||||
Developer Notes |
|||||||||||
The Spanish application will never confirm. |
|||||||||||
fl0125_CardCenterInfo_DM
CustomContext Recognition |
|
||||||||||
Callers that indicated they needed a new Social Security card are given the address and phone number of the nearest card center correlating to the zip code they entered. They are then given the options to repeat, find a field office, search another zip code, or return to the main menu (finished). |
|||||||||||
Entering From |
|||||||||||
fl0105_CardCenterNeededQuestion_DM, fl0115_PhysicalZipCode_DM |
|||||||||||
Initial Prompts |
|||||||||||
Type |
Condition |
Name |
Wording |
||||||||
initial |
If card_center_info_first_entry=true |
If card_center=brooklyn OR card_center=queens |
fl0125_ini_01 |
To apply for a new or replacement Social Security card, you'll need to visit one of the following card centers in your area. The Brooklyn Card Center is located at.... |
|||||||
initial |
^ |
Else |
fl0125_ini_02 |
To apply for a new or replacement social security card, you'll need to visit the Card Center in your area, which is located at... |
|||||||
initial |
Else (card_center_info_first_entry=false) |
If card_center=brooklyn OR card_center=queens |
fl0125_ini_03 |
Sure. The Brooklyn Card Center is located at... |
|||||||
initial |
^ |
Else |
fl0125_ini_04 |
Sure. The Card Center is located at... |
|||||||
initial |
Always |
fl0125_ini_05 |
<ADDRLN_1> (plays silence instead of "Social Security") |
||||||||
initial |
^ |
fl0125_ini_63 |
<ADDRLN_3> |
||||||||
initial |
^ |
fl0125_ini_64 |
<ADDRLN_2> |
||||||||
initial |
^ |
fl0125_ini_65 |
<ADDRLN_4> |
||||||||
initial |
^ |
fl0125_ini_66 |
<CITY28> |
||||||||
initial |
^ |
fl0125_ini_67 |
<ST> |
||||||||
initial |
^ |
fl0125_ini_68 |
<ZIP5> |
||||||||
initial |
Begin hours playback |
fl0125_ini_06 |
[NOTE: If fo_hours_of_operation is NOT null, play the following hours prompts:] |
||||||||
initial |
Always |
fl0125_ini_07 |
<1000ms slience> |
||||||||
initial |
^ |
fl0125_ini_08 |
The hours of operation are... |
||||||||
initial |
^ |
fl0125_ini_09 |
<100ms slience> |
||||||||
initial |
^ |
fl0125_ini_10 |
NOTE: Cycle through for all day ranges. |
||||||||
initial |
If playing more than two consecutive weekdays with the same operational hours |
If Weekdays are Monday through Friday |
fl0125_ini_11 |
Monday through Friday... |
|||||||
initial |
^ |
Else |
fl0125_ini_12 |
<from_start_day_of_week_mid> (e.g., "Monday") |
|||||||
initial |
^ |
^ |
fl0125_ini_16 |
<100ms slience> |
|||||||
initial |
^ |
^ |
fl0125_ini_17 |
<to_end_day_of_week_comma> (e.g., "through Thursday") |
|||||||
initial |
^ |
Always |
fl0125_ini_18 |
<200ms silence> |
|||||||
initial |
Else If playing two weekdays with the same operational hours (consecutive or not) OR More than two non-consecutive weekdays with the same operational hours |
If playing last set of hours when there is more than 1 set (e.g, not when we *only* say Monday and Friday from 9am-5pm) |
fl0125_ini_19 |
<and_start_day_of_week_mid> (e.g., "and monday") |
|||||||
initial |
^ |
Else (Only one set of hours, OR not last set of hours OR Not last day in set)
(cycle through until the last day in the set, including the pause) |
fl0125_ini_20 |
<start_day_of_week_mid> (e.g., "Monday") |
|||||||
initial |
^ |
Always |
fl0125_ini_21 |
<100ms slience> |
|||||||
initial |
^ |
Always if last day in set |
fl0125_ini_22 |
<and_end_day_of_week_comma> (e.g., "and Friday") |
|||||||
initial |
^ |
Always |
fl0125_ini_23 |
<200ms silence> |
|||||||
initial |
Else (playing weekdays one by one with different operational hours) |
If NOT playing the last single day of the week.
(cycle through until the last day in the set, including the pause) |
fl0125_ini_26 |
<start_day_of_week_mid> (e.g., "Saturday") |
|||||||
initial |
^ |
^ |
fl0125_ini_27 |
<100ms slience> |
|||||||
initial |
^ |
If last single day of the week |
fl0125_ini_28 |
<and_start_day_of_week_mid> (e.g., "and Sunday") |
|||||||
initial |
^ |
Always |
fl0125_ini_29 |
<200ms slience> |
|||||||
initial |
If playing time |
Always |
fl0125_ini_30 |
<from_time_mid> (e.g., "from 7am") |
|||||||
initial |
^ |
^ |
fl0125_ini_31 |
<100ms slience> |
|||||||
initial |
^ |
^ |
fl0125_ini_32 |
<to_time_fin> (e.g., to "7pm") |
|||||||
initial |
^ |
^ |
fl0125_ini_33 |
<200ms slience> |
|||||||
initial |
If played closed time for last group or weekdays |
fl0125_ini_34 |
Except Federal holidays. |
||||||||
initial |
^ |
fl0125_ini_35 |
<1000ms slience> |
||||||||
initial |
End hours playback |
fl0125_ini_36 |
[NOTE: End hours playback] |
||||||||
initial |
If card_center=brooklyn OR card_center=queens |
fl0125_ini_13 |
<1000 ms silence> |
||||||||
initial |
^ |
fl0125_ini_14 |
The Queens Card Center is located at... |
||||||||
initial |
^ |
fl0125_ini_15 |
<ADDRLN_1> (plays silence instead of "Social Security") |
||||||||
initial |
^ |
fl0125_ini_69 |
<ADDRLN_3> |
||||||||
initial |
^ |
fl0125_ini_70 |
<ADDRLN_2> |
||||||||
initial |
^ |
fl0125_ini_71 |
<ADDRLN_4> |
||||||||
initial |
^ |
fl0125_ini_72 |
<CITY28> |
||||||||
initial |
^ |
fl0125_ini_73 |
<ST> |
||||||||
initial |
^ |
fl0125_ini_74 |
<ZIP5> |
||||||||
initial |
Begin hours playback |
fl0125_ini_37 |
[NOTE: If fo_hours_of_operation is NOT null, play the following hours prompts:] |
||||||||
initial |
Always |
fl0125_ini_38 |
<1000ms slience> |
||||||||
initial |
^ |
fl0125_ini_39 |
The hours of operation are... |
||||||||
initial |
^ |
fl0125_ini_40 |
<100ms slience> |
||||||||
initial |
^ |
fl0125_ini_41 |
NOTE: Cycle through for all day ranges. |
||||||||
initial |
If playing more than two consecutive weekdays with the same operational hours |
If Weekdays are Monday through Friday |
fl0125_ini_42 |
Monday through Friday... |
|||||||
initial |
^ |
Else |
fl0125_ini_43 |
<from_start_day_of_week_mid> (e.g., "Monday") |
|||||||
initial |
^ |
^ |
fl0125_ini_44 |
<100ms slience> |
|||||||
initial |
^ |
^ |
fl0125_ini_45 |
<to_end_day_of_week_comma> (e.g., "through Thursday") |
|||||||
initial |
^ |
Always |
fl0125_ini_46 |
<200ms silence> |
|||||||
initial |
Else If playing two weekdays with the same operational hours (consecutive or not) OR More than two non-consecutive weekdays with the same operational hours |
If playing last set of hours when there is more than 1 set (e.g, not when we *only* say Monday and Friday from 9am-5pm) |
fl0125_ini_47 |
<and_start_day_of_week_mid> (e.g., "and monday") |
|||||||
initial |
^ |
Else (Only one set of hours, OR not last set of hours OR Not last day in set)
(cycle through until the last day in the set, including the pause) |
fl0125_ini_48 |
<start_day_of_week_mid> (e.g., "Monday") |
|||||||
initial |
^ |
Always |
fl0125_ini_49 |
<100ms slience> |
|||||||
initial |
^ |
Always if last day in set |
fl0125_ini_50 |
<and_end_day_of_week_comma> (e.g., "and Friday") |
|||||||
initial |
^ |
Always |
fl0125_ini_51 |
<200ms silence> |
|||||||
initial |
Else (playing weekdays one by one with different operational hours) |
If NOT playing the last single day of the week.
(cycle through until the last day in the set, including the pause) |
fl0125_ini_52 |
<start_day_of_week_mid> (e.g., "Saturday") |
|||||||
initial |
^ |
^ |
fl0125_ini_53 |
<100ms slience> |
|||||||
initial |
^ |
If last single day of the week |
fl0125_ini_54 |
<and_start_day_of_week_mid> (e.g., "and Sunday") |
|||||||
initial |
^ |
Always |
fl0125_ini_55 |
<200ms slience> |
|||||||
initial |
If playing time |
Always |
fl0125_ini_56 |
<from_time_mid> (e.g., "from 7am") |
|||||||
initial |
^ |
^ |
fl0125_ini_57 |
<100ms slience> |
|||||||
initial |
^ |
^ |
fl0125_ini_58 |
<to_time_fin> (e.g., to "7pm") |
|||||||
initial |
^ |
^ |
fl0125_ini_59 |
<200ms slience> |
|||||||
initial |
If played closed time for last group or weekdays |
fl0125_ini_60 |
Except Federal holidays. |
||||||||
initial |
^ |
fl0125_ini_61 |
<1000ms slience> |
||||||||
initial |
End hours playback |
fl0125_ini_62 |
[NOTE: End hours playback] |
||||||||
initial |
If card_center_info_first_entry=true |
fl0125_ini_24 |
To hear that again, say 'Repeat that.' Otherwise, for information about a local Social Security office, say 'Local Office.' To search in a DIFFERENT zip code, say 'Change Zip Code.' Or, if you're finished, just say 'I'm Finished.' |
||||||||
initial |
Else (card_center_info_first_entry=false) |
fl0125_ini_25 |
Now, for information about a local Social Security office, say 'Local Office.' To search in a DIFFERENT zip code, say 'Change Zip Code.' Or, if you're finished, just say 'I'm Finished.' |
||||||||
reprompt |
If card_center_info_first_entry=true |
fl0125_ree_01 |
My mistake. You can say 'Repeat That', 'Local Office', 'Change Zip Code', or 'I'm Finished'. |
||||||||
reprompt |
Else (card_center_info_first_entry=false) |
fl0125_ree_02 |
My mistake. You can say 'Local Office', 'Change Zip Code', or 'I'm Finished'. |
||||||||
Grammar |
|||||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||||
change zip code, different zip code |
En-us: 2,3; Es-us: 3 |
<card_center_location_info_menu@import change> |
If Necessary |
||||||||
i'm finished, i'm done |
En-us: 3,4; Es-us: 4 |
<card_center_location_info_menu@import finished> |
If Necessary |
||||||||
local office, local Social Security office |
En-us: 1,2; Es-us: 2 |
<card_center_location_info_menu@import field_office> |
If Necessary |
||||||||
repeat, repeat that |
En-us:1; ES-us:1 |
<card_center_location_info_menu@import repeat> |
Never |
||||||||
Actions |
|||||||||||
Option |
Condition |
Action |
Transition |
||||||||
-- |
If card_center_info_first_entry=true |
Assign : card_center_info_first_entry =false |
-- |
||||||||
change |
Always |
Assign : fol_first_zip =true |
-- |
||||||||
^ |
^ |
Prompt : [fl0125_out_01] All right. Let's look somewhere else. |
goto : fl0100_GetZipCode_DM |
||||||||
finished |
Always |
Assign : fol_transaction_status =success |
-- |
||||||||
^ |
^ |
Prompt : [fl0125_out_03] All right. |
Return to calling dialog : |
||||||||
field_office |
Always |
Assign : office_location_entry =from_card_center |
goto : fl0120_OfficeLocationInfo_DM |
||||||||
Confirmation Prompts |
|||||||||||
Option |
Condition |
Name |
Wording |
||||||||
field_office |
Always |
fl0125_cnf_ini_02 |
You'd like information about a local Social Security office in your area, right? |
||||||||
change |
Always |
fl0125_cnf_ini_03 |
You'd like to search a different zip code, right? |
||||||||
finished |
Always |
fl0125_cnf_ini_04 |
You're finished, right? |
||||||||
Confirmation Recovery Behavior |
|||||||||||
Recovery Behavior |
|||||||||||
Type |
Condition |
Action |
Transition |
||||||||
nomatch 1 |
If card_center_info_first_entry=true //If this is the first time through |
Prompt : [fl0125_nm1_01] Let's try again. You can say 'Repeat That' or press 1. 'Local Office' or 2, 'Change Zip Code' or 3, OR say 'I'm Finished' or press 4. |
Re-Recognition : |
||||||||
nomatch 1 |
Else (card_center_info_first_entry=false) //If this is not the first time through, e.g., after the caller says repeat |
Prompt : [fl0125_nm1_02] Let's try again. You can say 'Local Office' or press 1, 'Change Zip Code' or press 2, OR say 'I'm Finished', or press 3. |
Re-Recognition : |
||||||||
nomatch 2 |
If card_center_info_first_entry=true //If this is the first time through |
Prompt : [fl0125_nm2_01] Sorry. For information about a local Social Security office in your area, press 1. To search using a different zip code, press 2. Or, if your finished, press 3. |
Re-Recognition : |
||||||||
nomatch 2 |
Else (card_center_info_first_entry=false) //If this is not the first time through, e.g., after the caller says repeat |
Prompt : [fl0125_nm2_02] Sorry. For information about a local Social Security office in your area, press 1. To search using a different zip code, press 2. Or, if your finished, press 3. |
Re-Recognition : |
||||||||
noinput 1 |
If card_center_info_first_entry=true //If this is the first time through |
Prompt : [fl0125_ni1_01] You can say 'Repeat That' or press 1, 'Local Office' or 2, 'Change Zip Code' or3, OR say 'I'm Finished' or press 4. |
Re-Recognition : |
||||||||
noinput 1 |
Else (card_center_info_first_entry=false) //If this is not the first time through, e.g., after the caller says repeat |
Prompt : [fl0125_ni1_02] You can say 'Local Office' or press 1, 'Change Zip Code' or press 2, OR say 'I'm Finished', or press 3. |
Re-Recognition : |
||||||||
noinput 2 |
If card_center_info_first_entry=true //If this is the first time through |
Prompt : [fl0125_ni2_01] Sorry. If you'd like to hear that information again, press 1. Otherwise, for information about a local Social Security office in your area, press 2. To search using a different zip code, press 3. Or, if your finished, press 4. |
Re-Recognition : |
||||||||
noinput 2 |
Else (card_center_info_first_entry=false) //If this is not the first time through, e.g., after the caller says repeat |
Prompt : [fl0125_ni2_02] Sorry. For information about a local Social Security office in your area, press 1. To search using a different zip code, press 2. Or, if your finished, press 3. |
Re-Recognition : |
||||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||||
Commands: State-Specific Behavior |
|||||||||||
Type |
Condition |
Action |
Transition |
||||||||
repeat |
-- |
Prompt : [fl0125_repeat_01] Sure. |
Re-Recognition : Reprompt |
||||||||
Commands: Confirmations |
|||||||||||
Commands: Grammar |
|||||||||||
Sample Expressions |
DTMF |
Command |
Confirm |
||||||||
repeat that, repeat |
9 |
repeat |
Never |
||||||||
Config Parameters |
|||||||||||
Parameter |
Value |
||||||||||
-- |
-- |
||||||||||
Developer Notes |
|||||||||||
The Spanish application will never confirm. |
|||||||||||
fl0135_FindFOFromZip_DB
Data Access |
|
||||
Database hit to retrieve the closest field office based on the zip code the caller gave. |
|||||
Entering From |
|||||
fl0105_CardCenterNeededQuestion_DM, fl0102_EvaluateZipCode_DB |
|||||
Input parameters |
|||||
Parameter |
Value |
||||
zipCode |
The five digit zip code where the caller would like to search. |
||||
Output parameters |
|||||
Variable |
Description |
||||
fl_hoursOfOperation |
The field office hours of operation. |
||||
fl_drivingDirections |
Driving directions to the field office. |
||||
fl_phoneNumber |
The field office phone number. |
||||
fl_serviceProvided |
Services provided by the field office. |
||||
fl_officeName |
The name of the field office. |
||||
fl_officeType |
The type of field office. |
||||
fl_officeTypeText |
-- |
||||
fl_regionalOfficeNumber |
-- |
||||
fl_officeOpenCloseSwitch |
-- |
||||
fl_officeAddress |
The field office's physical address. |
||||
fl_addressType |
-- |
||||
fl_streeAddressLine1 |
-- |
||||
fl_streetAddressLine2 |
-- |
||||
fl_streetAddressLine3 |
-- |
||||
fl_streetAddressLine4 |
-- |
||||
fl_city |
-- |
||||
fl_state |
-- |
||||
fl_zip5 |
-- |
||||
fl_zip4 |
-- |
||||
fl_officeTelephone |
-- |
||||
fl_telephoneNumber |
-- |
||||
fl_telephoneExtension |
-- |
||||
fl_faxNumber |
-- |
||||
fl_faxNumberExtension |
-- |
||||
fl_fieldOfficeStateAndCountyCode |
-- |
||||
fl_openAndCloseDayOfWeek |
-- |
||||
fl_openingTime24HourTime |
-- |
||||
fl_closingTime24HourTime |
-- |
||||
fl_wrapperForGeneralDirectionLines |
-- |
||||
fl_generalDirectionLine |
-- |
||||
Actions |
|||||
Condition |
Action |
Transition |
|||
success |
If office found |
Assign : office_location_entry =first |
goto : fl0120_OfficeLocationInfo_DM |
||
^ |
Elseif office NOT found AND fol_first_zip=true |
Assign : fol_first_zip =false |
|||
Else (office NOT found AND fol_first_zip=false) |
-- |
goto : fl0150_NoFOMsg_PP |
|||
failure |
Assign : fol_transaction_status =failure |
Return to calling dialog : |
|||
Recovery Behavior |
|||||
Developer Notes |
|||||
If no field office is mapped to the zip code provided, we need to log the zipcode and send it to SSA |
|||||
fl0140_ZipFailedFirstTimeMsg_PP
Simple Play Prompt |
|
|||||
Informs the caller that a field office was not found (based on the zip code that was given), but we'll try searching again. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
fl0140_out_01 |
Hmm... I didn't find anything. Let's try this again. |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
Assign : fol_zip_code_entry =not_found |
-- |
||||
Always |
-- |
goto : fl0100_GetZipCode_DM |
||||
Developer Notes |
||||||
-- |
||||||
fl0150_NoFOMsg_PP
Simple Play Prompt |
|
|||||
Informs the caller that a field office was not found (based on the zip code given), before transferring the call to an agent. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
fl0150_out_01 |
I'm sorry, but I can't seem to find a local office for the zip code you gave me....... |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
Assign : fol_transaction_status =failure |
-- |
||||
Always |
-- |
Return to calling dialog : |
||||
Developer Notes |
||||||
-- |
||||||
2.8 KnowledgeBasedAuthentication Dialog
Knowledge Based Authentication will authenticate the caller by asking them a series of questions regarding their identity.
ka0100_ElementsCheck_DB
Data Access |
|
||||
checks backend to determine which data elements are required. |
|||||
Entering From |
|||||
mm3005_KBAuthentication_SD, mr0130_KBAuthentication_SD, bv0130_KBAuthentication_SD, ca0300_KBAuthentication_SD, dd0300_KBAuthentication_SD, rb0300_KBAuthentication_SD, cs0110_KBAuthentication_SD |
|||||
Input parameters |
|||||
Parameter |
Value |
||||
applicationName |
The application mapped to this DNIS |
||||
Output parameters |
|||||
Variable |
Description |
||||
ka_collectSSN |
Boolean to determine if the application requires the caller to authenticate the social security number. |
||||
ka_collectName |
Boolean to determine if the application requires the caller to authenticate the first name. |
||||
ka_collectDateOfBirth |
Boolean to determine if the application requires the caller to authenticate the date of birth. |
||||
ka_collectPlaceOfBirth |
Boolean to determine if the application requires the caller to authenticate the place of birth. |
||||
ka_collectMothersMaidenName |
Boolean to determine if the application requires the caller to authenticate the mother's maiden name. |
||||
ka_collectPaymentAmount |
Boolean to determine if the application requires the caller to authenticate the payment amount. |
||||
Actions |
|||||
Condition |
Action |
Transition |
|||
success |
If ka_collectSSN=true AND caller_ssn=NULL |
-- |
goto : ka0105__AttestFlagCheck_DS |
||
^ |
Elseif ka_collectName=true AND caller_first_name=NULL OR caller_last_name=NULL |
-- |
goto : ka0105__AttestFlagCheck_DS |
||
^ |
Elseif ka_collectDateOfBirth=true AND caller_dob=NULL |
-- |
goto : ka0105__AttestFlagCheck_DS |
||
^ |
Elseif ka_collectMothersMaidenName=true AND caller_maiden_name=NULL |
-- |
goto : ka0105__AttestFlagCheck_DS |
||
^ |
Elseif ka_collectPlaceOfBirth=true AND caller_pob=NULL |
-- |
goto : ka0105__AttestFlagCheck_DS |
||
^ |
Elseif ka_collectPaymentAmount=true AND caller_last_payment=NULL |
-- |
goto : ka0105__AttestFlagCheck_DS |
||
^ |
Else (no information need to be collected) |
Assign : kba_transaction_status =success |
Return to calling dialog : BenefitsVerification [bv0130_KBAuthentication_SD] ChangeOfAddress [ca0300_KBAuthentication_SD] ClaimStatusRequests [cs0110_KBAuthentication_SD] DirectDeposit [dd0300_KBAuthentication_SD] MedicareReplacementCard [mr0130_KBAuthentication_SD] |
||
failure |
Assign : kba_transaction_status =failure |
Return to calling dialog : BenefitsVerification [bv0130_KBAuthentication_SD] ChangeOfAddress [ca0300_KBAuthentication_SD] ClaimStatusRequests [cs0110_KBAuthentication_SD] DirectDeposit [dd0300_KBAuthentication_SD] MedicareReplacementCard [mr0130_KBAuthentication_SD] |
|||
Recovery Behavior |
|||||
Developer Notes |
|||||
The data elements that need to be collected for each app is as follows: Screen Pop (abr = 2): SSN Claim Status: SSN, DOB BEVE, MRC, or ReplacementBenefitStatement: SSN, Name, DOB COA, DD, or Screen Splash (abr = 3) need all data elements: SSN, Name, DOB, POB, Mother's Maiden, PaymentAmount |
|||||
ka0105__AttestFlagCheck_DS
Decision |
|
|||
Checks whether the caller should hear the attestation, perjury, and O.M.B. messages and transitions accordingly. |
||||
Entering From |
||||
Actions |
||||
Condition |
Action |
Transition |
||
If play_attestation_flag = true |
-- |
goto : ka0110_AttestCheck_DS |
||
Else \\ if play_attestation_flag = false |
If current_task=change_address OR direct_deposit |
Prompt : [ka0105_out_01] Before I can access your records, I'll need to ask a question or two to verify who you are, including the EXACT dollar amount of your last benefit payment. |
-- |
|
^ |
Else |
Prompt : [ka0105_out_02] Before I can access your records, I'll need to ask a question or two to verify who you are. |
-- |
|
^ |
Always |
-- |
goto : ka0300_SSNNull_DS |
|
Developer Notes |
||||
-- |
||||
ka0110_AttestCheck_DS
Decision |
|
|||
Determine transition based on whether or not the attestation message has been heard by the caller. |
||||
Entering From |
||||
Actions |
||||
Condition |
Action |
Transition |
||
If attestation_heard=false |
-- |
goto : ka0200_PreAttestationMsg_PP |
||
Elseif attestation_heard=true |
If current_task=application_status AND application_status_OMB_heard=false |
-- |
goto : ka0220_OMBNumber_PP |
|
^ |
Elseif current_task=application_status AND application_status_OMB_heard=true |
-- |
goto : ka0300_SSNNull_DS |
|
^ |
Elseif current_task=|=application_status AND kba_OMB_heard=false |
-- |
goto : ka0220_OMBNumber_PP |
|
^ |
Else (current_task=|=application_status AND kba_OMB_heard=true) |
-- |
goto : ka0300_SSNNull_DS |
|
Developer Notes |
||||
-- |
||||
ka0200_PreAttestationMsg_PP
Simple Play Prompt |
|
|||||
Informs callers that they will be asked some questions. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
If current_task=change_address OR direct_deposit |
ka0200_out_01 |
Before I can access your records, I'll need to ask a question or two to verify who you are, including the EXACT dollar amount of your last benefit payment. |
|||
initial |
Elseif current_task=screen_pop OR screen_splash |
ka0200_out_02 |
I'm going to get someone to help you, but first I need to get some information. |
|||
initial |
Else |
ka0200_out_03 |
Before I can access your records, I'll need to ask a question or two to verify who you are. |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
-- |
|||||
Developer Notes |
||||||
-- |
||||||
ka0210_AttestationQuestion_DM
YesNo Recognition |
|
||||||||
Plays the attestation message and asks callers to agree. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
If current_task=benefits_verification |
ka0210_ini_01 |
Social Security is allowed to collect this information under the Social Security Act, and the collection meets the requirements of the Paperwork Reduction Act under O.M.B. numbers '0 9 6 0 0 5 9 6' and '0 9 6 0 0 5 9 5.' The whole process should take about 4 minutes. |
||||||
initial |
Elseif current_task=application_status |
ka0210_ini_02 |
Social Security is allowed to collect this information under the Social Security Act, and the collection meets the requirements of the Paperwork Reduction Act under O.M.B. number '0 9 6 0 0 7 6 3.' The whole process should take about 2 minutes. |
||||||
initial |
Elseif current_task=change_address |
ka0210_ini_03 |
Social Security is allowed to collect this information under the Social Security Act, and the collection meets the requirements of the Paperwork Reduction Act under O.M.B. number '0 9 6 0 0 5 9 6.' The whole process should take about 5 minutes. |
||||||
initial |
Elseif current_task=direct_deposit |
ka0210_ini_04 |
Social Security is allowed to collect this information under the Social Security Act, and the collection meets the requirements of the Paperwork Reduction Act under O.M.B. number '0 9 6 0 0 5 9 6.' The whole process should take about 5 minutes. |
||||||
initial |
Elseif current_task=card_medicare |
ka0210_ini_05 |
Social Security is allowed to collect this information under the Social Security Act, and the collection meets the requirements of the Paperwork Reduction Act under O.M.B. number '0 9 6 0 0 5 9 6.' The whole process should take about 4 minutes. |
||||||
initial |
Elseif current_task=screen_pop |
ka0210_ini_06 |
Social Security is allowed to collect this information under the Social Security Act, and the collection meets the requirements of the Paperwork Reduction Act under O.M.B. number '0 9 6 0 0 5 9 6.' The whole process should take about one minute. |
||||||
initial |
Elseif current_task=screen_splash |
ka0210_ini_07 |
Social Security is allowed to collect this information under the Social Security Act, and the collection meets the requirements of the Paperwork Reduction Act under O.M.B. number '0 9 6 0 0 5 9 6.' The whole process should take about 4 minutes. |
||||||
initial |
Else (current_task=benefits_statement) |
ka0210_ini_08 |
Social Security is allowed to collect this information under the Social Security Act, and the collection meets the requirements of the Paperwork Reduction Act under O.M.B. number '0 9 6 0 0 5 9 6.' The whole process should take about 4 minutes. |
||||||
initial |
Always |
ka0210_ini_09 |
<1000ms slience> |
||||||
initial |
^ |
ka0210_ini_10 |
To hear detailed information about the Privacy Act or Paperwork Reduction Act, say 'More Information.' Otherwise, say 'Continue.' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
more information |
1 |
<attestation_question more_information> |
If Necessary |
||||||
continue |
2 |
<attestation_question continue> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
Always |
If current_task=application_status |
Assign : application_status_OMB_heard =true |
-- |
||||||
^ |
Else (current_task=|=application_status) |
Assign : kba_OMB_heard =true |
-- |
||||||
more_information |
Always |
-- |
goto : ka0225_WhichActDetails_DM |
||||||
continue |
Always |
-- |
goto : ka0270_PerjuryMessage_DM |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
more_information |
Always |
ka0210_cnf_ini_01 |
You want to hear more information on the Privacy Act or Paperwork Reduction Act, right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [ka0210_nm1_01] Let's try again...You can say 'More Information' or press 1, OR say 'Continue', or press 2. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [ka0210_nm2_01] Sorry. If you'd like to hear detailed information about the Privacy Act or Paperwork Reduction Act, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [ka0210_ni1_01] If you'd like to hear more information about the Privacy Act or Paperwork Reduction Act say 'More Information' or press 1. Otherwise, say 'Continue' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [ka0210_ni2_01] Sorry. If you'd like to hear detailed information about the Privacy Act or Paperwork Reduction Act, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
ka0220_OMBNumber_PP
Simple Play Prompt |
|
|||||
Reads back the Office of Management and Budget (O.M.B.) clearance numbers and the process time for the requested application. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
If current_task=benefits_verification |
ka0220_out_01 |
So you know, this collection meets the requirements of the Paperwork Reduction Act under O.M.B. numbers '0 9 6 0 0 5 9 6' and '0 9 6 0 0 5 9 5' The process should take about 4 minutes. |
|||
initial |
Elseif current_task=application_status |
ka0220_out_02 |
So you know, this collection meets the requirements of the Paperwork Reduction Act under O.M.B. number '0 9 6 0 0 7 6 3.' The whole process should take about 2 minutes. |
|||
initial |
Elseif current_task=change_address |
ka0220_out_03 |
So you know, this collection meets the requirements of the Paperwork Reduction Act under O.M.B. number '0 9 6 0 0 5 9 6.' The process should take about 5 minutes. |
|||
initial |
Elseif current_task=direct_deposit |
ka0220_out_04 |
So you know, this collection meets the requirements of the Paperwork Reduction Act under O.M.B. number '0 9 6 0 0 5 9 6.' The process should take about 5 minutes. |
|||
initial |
Elseif current_task=card_medicare |
ka0220_out_05 |
So you know, this collection meets the requirements of the Paperwork Reduction Act under O.M.B. number '0 9 6 0 0 5 9 6.' The process should take about 4 minutes. |
|||
initial |
Elseif current_task=screen_pop |
ka0220_out_06 |
So you know, this collection meets the requirements of the Paperwork Reduction Act under O.M.B. number '0 9 6 0 0 5 9 6.' The process should take about one minute. |
|||
initial |
Elseif current_task=screen_splash |
ka0220_out_07 |
So you know, this collection meets the requirements of the Paperwork Reduction Act under O.M.B. number '0 9 6 0 0 5 9 6.' The process should take about 4 minutes. |
|||
initial |
Else (current_task=benefits_statement) |
ka0220_out_08 |
So you know, this collection meets the requirements of the Paperwork Reduction Act under O.M.B. number '0 9 6 0 0 5 9 6.' The process should take about 4 minutes. |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
If current_task=benefits_verification |
Assign : kba_OMB_heard =true |
-- |
||||
Elseif current_task=application_status |
Assign : application_status_OMB_heard =true |
-- |
||||
Elseif current_task=change_address |
Assign : kba_OMB_heard =true |
-- |
||||
Elseif current_task=direct_deposit |
Assign : kba_OMB_heard =true |
-- |
||||
Elseif current_task=card_medicare |
Assign : kba_OMB_heard =true |
-- |
||||
Elseif current_task=screen_pop |
Assign : kba_OMB_heard =true |
-- |
||||
Elseif current_task=screen_splash |
Assign : kba_OMB_heard =true |
-- |
||||
Else (current_task=benefits_statement) |
Assign : kba_OMB_heard =true |
-- |
||||
Always |
-- |
goto : ka0300_SSNNull_DS |
||||
Developer Notes |
||||||
Prompt ka0220_out_06 should never actually be reached in this state because if they've already gone through kba once then the SSN should have already been collected and a caller with task = screen pop would not reach this state. Same with prompt ka0220_out_06 and second time through main menu because all other elements already collect SSN and DOB. |
||||||
ka0225_WhichActDetails_DM
CustomContext Recognition |
|
||||||||
Disambiguates to determine if the caller wants to hear the Privacy Act, Paperwork Reduction Act, or both. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
ka0225_ini_01 |
Would you like to hear a detailed statement of the Privacy Act, Paperwork Reduction Act, or Both? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
privacy act |
1 |
<which_act_details privacy_act> |
If Necessary |
||||||
paperwork reduction act |
2 |
<which_act_details paperwork_act> |
If Necessary |
||||||
both |
3 |
<which_act_details both> |
If Necessary |
||||||
neither |
4 |
<which_act_details neither> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
privacy_act |
Always |
Prompt : [ka0225_out_01] All right. |
goto : ka0230_PrivacyActDetails_DM |
||||||
paperwork_act |
Always |
Prompt : [ka0225_out_02] All right. |
|||||||
both |
Always |
Assign : attestation_act_details =both |
-- |
||||||
^ |
^ |
Prompt : [ka0225_out_03] All right. We'll start with the Privacy Act. |
goto : ka0230_PrivacyActDetails_DM |
||||||
neither |
Always |
Prompt : [ka0225_out_04] All right. |
goto : ka0270_PerjuryMessage_DM |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
privacy_act |
Always |
ka0225_cnf_ini_01 |
You'd like to hear details of the Privacy Act, right? |
||||||
paperwork_act |
Always |
ka0225_cnf_ini_02 |
You'd like to hear details of the Paperwork Reduction Act, right? |
||||||
both |
Always |
ka0225_cnf_ini_03 |
You want to hear the details of both, right? |
||||||
neither |
Always |
ka0225_cnf_ini_04 |
You don't want to hear either, is that right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [ka0225_nm1_01] Let's try again...You can say 'Privacy Act' or press 1, 'Paperwork Reduction Act' press 2, 'Both' 3, OR 'Neither' 4. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [ka0225_nm2_01] Sorry. If you want to hear a detailed statement of the Privacy Act, press 1. To hear the Paperwork Reduction Act, press 2. To hear both, press 3. Or, if you don't want to hear either, press 4. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [ka0225_ni1_01] You can say 'Privacy Act' or press 1, 'Paperwork Reduction Act' press 2, 'Both' 3, OR 'Neither' 4. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [ka0225_ni2_01] Sorry. If you want to hear a detailed statement of the Privacy Act, press 1. To hear the Paperwork Reduction Act, press 2. To hear both, press 3. Or, if you don't want to hear either, press 4. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
ka0230_PrivacyActDetails_DM
CustomContext Recognition |
|
||||||||
Plays the details of the Privacy Act, with the option to skip the message at anytime during the playback. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
ka0230_ini_01 |
To skip to the end of the message, at any time, just say 'Skip It'. |
||||||
initial |
^ |
ka0230_ini_02 |
<500ms slience> |
||||||
initial |
^ |
ka0230_ini_03 |
Privacy Act Statement. |
||||||
initial |
^ |
ka0230_ini_04 |
<500ms slience> |
||||||
initial |
^ |
ka0230_ini_05 |
Collection and Use of Personal Information. |
||||||
initial |
^ |
ka0230_ini_06 |
<500ms slience> |
||||||
initial |
^ |
ka0230_ini_07 |
Sections 'two zero five A' and 'one one zero six' of the Social Security Act, as amended, authorize us to collect certain information to permit access to our automated telephone applications to report, use, or submit claims related information to us. You do not have to use our telephone services and your responses to the questions we ask are voluntary. Failure to provide the information, however, will prevent you from using our automated telephone services. |
||||||
initial |
^ |
ka0230_ini_08 |
<500ms slience> |
||||||
initial |
^ |
ka0230_ini_09 |
We rarely use the information you give us for any purpose other than to grant access to our automated telephone services and for claims related business transactions. However, we may use the information you give us for the administration and integrity of our programs. We may also disclose information to another person or to another agency in accordance with approved routine uses, which include, but are not limited to, the following: first, to comply with Federal laws requiring the release of information from Social Security records (e.g. to the Government Accountability Office and Department of Veterans Affairs); second, to facilitate statistical research, audit , or investigative activities necessary to assure the integrity and improvement of Social Security programs; third, to respond to a request on your behalf from a Congressional office or the Office of the President; and fourth, to other Federal agencies and our contractors, including external data sources, to assist us in efficiently administering our programs. |
||||||
initial |
^ |
ka0230_ini_10 |
<500ms slience> |
||||||
initial |
^ |
ka0230_ini_11 |
We may also use the information you give us in computer matching programs. Matching programs compare our records with records kept by other Federal, State, or local government agencies. We use the information from these programs to establish or verify a person's eligibility for federal-funded or administered benefit programs and for repayment of incorrect payments or delinquent debts under these programs. |
||||||
initial |
^ |
ka0230_ini_12 |
<500ms slience> |
||||||
initial |
^ |
ka0230_ini_13 |
A complete list of routine uses for this information is available in our Privacy Act System of Records Notice entitled, Claims Folder System number 'six zero dash zero zero eight nine.' Additional information regarding this information collection, routine uses of information, and other Social Security programs are available on our website at 'social security dot G O V' or at your local Social Security office. |
||||||
initial |
^ |
ka0230_ini_14 |
<500ms slience> |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
skip it, skip |
1 |
<privacy_details skip_it> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
skip_it |
Always |
-- |
goto : ka0250_PrivacyEndMenu_DM |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
skip_it |
Always |
ka0230_cnf_ini_01 |
You want to skip to the end of the Privacy Act details, right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [ka0230_nm1_01] If you're done listening to the message you can say 'Skip It' or press 1. Otherwise... Under the Privacy Act Statement we collect facts needed to quickly identify who you are and provide the information you requested. Giving us these facts is voluntary. However, without them we may not be able to give you the information that you want. The Social Security Administration will not use the information for any other purpose. |
Re-Recognition : |
||||||
nomatch 2 |
Always |
Prompt : [ka0230_nm2_01] Let's continue... |
goto : ka0250_PrivacyEndMenu_DM |
||||||
noinput 1 |
Always |
Prompt : [ka0230_ni1_01] Let's continue |
goto : ka0250_PrivacyEndMenu_DM |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
maxnoinputstotal |
0 |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
ka0240_PaperworkActDetails_DM
CustomContext Recognition |
|
||||||||
Plays the details of the Paperwork Reduction Act, with the option to skip the message at anytime during the playback. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
ka0240_ini_01 |
To skip to the end of the message, at any time, just say 'Skip It'. |
||||||
initial |
^ |
ka0240_ini_02 |
<500ms slience> |
||||||
initial |
^ |
ka0240_ini_03 |
Paperwork Reduction Act Statement: |
||||||
initial |
^ |
ka0240_ini_04 |
<500ms slience> |
||||||
initial |
^ |
ka0240_ini_05 |
This information collection meets the requirements of 44 U.S.C. Section three five zero seven, as amended by section 2 of the Paperwork Reduction Act of 1995. You do not need to answer these questions unless we present a valid Office of Management and Budget control number. Send comments relating to our time estimate to: SSA, 6401 Security Boulevard, Baltimore, Maryland 21235-6401. |
||||||
initial |
^ |
ka0240_ini_06 |
<500ms slience> |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
skip it, skip |
1 |
<paperwork_details skip_it> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
skip_it |
Always |
-- |
goto : ka0260_PaperworkEndMenu_DM |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
skip_it |
Always |
ka0240_cnf_ini_01 |
You want to skip to the end of the Paperwork Reduction Act details, right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
-- |
Prompt : [ka0240_nm1_01] If you're done listening to the message you can say 'Skip It' or press 1. Otherwise...The Paperwork Reduction Act Statement information collection meets the requirements of 44 U.S.C. Section three five zero seven, as amended by section 2 of the Paperwork Reduction Act of 1995. You do not need to answer these questions unless we present a valid Office of Management and Budget control number. Send comments relating to our time estimate to: SSA, 6401 Security Boulevard, Baltimore, Maryland 21235-6401. |
Re-Recognition : |
||||||
nomatch 2 |
-- |
Prompt : [ka0240_nm2_01] Let's continue... |
goto : ka0260_PaperworkEndMenu_DM |
||||||
noinput 1 |
Always |
-- |
goto : ka0260_PaperworkEndMenu_DM |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
maxnoinputstotal |
0 |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
ka0250_PrivacyEndMenu_DM
CustomContext Recognition |
|
||||||||
After the Privacy Act details are heard this end menu gives the options to repeat, hear the Paperwork Reduction Act, or continue. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
If attestation_act_details = both |
ka0250_ini_01 |
To hear that again, say 'Repeat That.' To go ahead and hear the 'Paperwork Reduction' Act now, say 'Paperwork.' Otherwise, say 'Continue.' |
||||||
initial |
Else |
ka0250_ini_02 |
To hear that again, say 'Repeat That.' To hear the 'Paperwork Reduction' Act, say 'Paperwork.' Otherwise, say 'Continue.' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
repeat that, repeat |
1 |
<privacy_end_menu repeat> |
If Necessary |
||||||
paperwork reduction act |
2 |
<privacy_end_menu paperwork_act> |
If Necessary |
||||||
continue |
3 |
<privacy_end_menu continue> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
continue |
Always |
-- |
goto : ka0270_PerjuryMessage_DM |
||||||
paperwork_act |
Always |
-- |
|||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
repeat |
Always |
ka0250_cnf_ini_01 |
You want to hear the Privacy Act details again, right? |
||||||
paperwork_act |
Always |
ka0250_cnf_ini_02 |
You'd like to hear details of the Paperwork Reduction Act, right? |
||||||
continue |
Always |
ka0250_cnf_ini_03 |
You want to continue, right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [ka0250_nm1_01] Let's try again... You can say 'Repeat That' or press 1, 'Paperwork Reduction Act' or press 2, OR say 'Continue' or press 3. |
Re-Recognition : |
||||||
nomatch 2 |
Always |
Prompt : [ka0250_nm2_01] Let's keep going... |
goto : ka0270_PerjuryMessage_DM |
||||||
noinput 1 |
Always |
Prompt : [ka0250_ni1_01] Let's keep going... |
goto : ka0270_PerjuryMessage_DM |
||||||
Commands: State-Specific Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
repeat |
-- |
Prompt : [ka0250_repeat_01] Sure. |
goto : ka0230_PrivacyActDetails_DM |
||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
ka0260_PaperworkEndMenu_DM
CustomContext Recognition |
|
||||||||
After the Paperwork Reduction Act details are heard this end menu gives the options to repeat, hear the Privacy Act, or continue. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
ka0260_ini_01 |
To hear that again, say 'Repeat That.' To hear the 'Privacy' Act, say 'Privacy.' Otherwise, say 'Continue.' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
repeat that, repeat |
1 |
<paperwork_end_menu repeat> |
If Necessary |
||||||
privacy act |
2 |
<paperwork_end_menu privacy_act> |
If Necessary |
||||||
continue |
3 |
<paperwork_end_menu continue> |
If Necessary |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
continue |
-- |
-- |
goto : ka0270_PerjuryMessage_DM |
||||||
privacy |
-- |
-- |
goto : ka0230_PrivacyActDetails_DM |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
repeat |
Always |
ka0260_cnf_ini_01 |
You want to hear the Paperwork Reduction Act details again, right? |
||||||
privacy_act |
Always |
ka0260_cnf_ini_02 |
You'd like to hear details of the Privacy Act, right? |
||||||
continue |
Always |
ka0260_cnf_ini_03 |
You want to continue, right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [ka0260_nm1_01] Let's try again... You can say 'Repeat That' or press 1, 'Privacy Act' or press 2, OR say 'Continue' or press 3. |
Re-Recognition : |
||||||
nomatch 2 |
Always |
Prompt : [ka0260_nm2_01] Let's keep going... |
goto : ka0270_PerjuryMessage_DM |
||||||
noinput 1 |
Always |
Prompt : [ka0260_ni1_01] Let's keep going... |
goto : ka0270_PerjuryMessage_DM |
||||||
Commands: State-Specific Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
repeat |
-- |
Prompt : [ka0260_repeat_01] Sure. |
|||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
ka0270_PerjuryMessage_DM
YesNo Recognition |
|
||||||||
Plays the perjury disclaimer to the caller and verifies they understand and agree to the terms. |
|||||||||
Entering From |
|||||||||
ka0210_AttestationQuestion_DM, ka0225_WhichActDetails_DM, ka0250_PrivacyEndMenu_DM, ka0260_PaperworkEndMenu_DM |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
ka0270_ini_01 |
Please note that any person who makes a false representation in an effort to alter or obtain information from the Social Security Administration may be punished by a fine or imprisonment, or both. Do you understand and agree to these terms? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes |
1 |
<perjury_message_yesno yes> |
Never |
||||||
no |
2 |
<perjury_message_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
yes |
Always |
Assign : attestation_confirmed =true |
-- |
||||||
^ |
^ |
Prompt : [ka0270_out_01] Alright, thanks. Let's keep going. |
goto : ka0300_SSNNull_DS |
||||||
no |
Always |
Assign : attestation_confirmed =declined |
-- |
||||||
^ |
^ |
Assign : kba_transaction_status =attestation_declined |
-- |
||||||
^ |
^ |
Prompt : [ka0270_out_02] Without your agreement, I won't be able to help you with anything that requires access to personal information. |
Return to calling dialog : BenefitsVerification [bv0130_KBAuthentication_SD] ChangeOfAddress [ca0300_KBAuthentication_SD] ClaimStatusRequests [cs0110_KBAuthentication_SD] DirectDeposit [dd0300_KBAuthentication_SD] MedicareReplacementCard [mr0130_KBAuthentication_SD] |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [ka0270_nm1_01] Let's try again...Do you understand and agree to these terms? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [ka0270_nm2_01] Sorry. To hear the terms again, press 9. If you DO understand and agree to the terms, press 1. If you DON'T understand or agree to them, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [ka0270_ni1_01] If you DO understand and agree to the terms, say 'Yes' or press 1. If you DON'T understand or agree to them, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [ka0270_ni2_01] Sorry. To hear the terms again, press 9. If you understand and agree to the terms, press 1. If you DON'T understand or agree to them, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
ka0300_SSNNull_DS
Decision |
|
|||
Determines transition, based on the value of the caller_ssn variable. |
||||
Entering From |
||||
ka0110_AttestCheck_DS, ka0220_OMBNumber_PP, ka0270_PerjuryMessage_DM, ka0105__AttestFlagCheck_DS |
||||
Actions |
||||
Condition |
Action |
Transition |
||
If ka_collectSSN=true |
If caller_ssn=NULL |
-- |
goto : ka0310_GetSSN_DM |
|
^ |
Else (caller_ssn=|=NULL) |
-- |
goto : ka0320_NameNull_DS |
|
Else |
Always |
-- |
goto : ka0320_NameNull_DS |
|
Developer Notes |
||||
-- |
||||
ka0310_GetSSN_DM
SocialSecurity Recognition |
|
||||||||
Collects the caller's Social Security number. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
If current_task=screen_pop |
ka0310_ini_01 |
What's your Social Security Number? |
||||||
initial |
Else (current_task=|=screen_pop) |
ka0310_ini_02 |
First, what's your Social Security number? |
||||||
reprompt |
(after repeat or disconfirmation) |
ka0310_ree_01 |
Tell me your Social Security number or enter it on your phone's keypad. |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
[9-digits] |
[9-digits] |
<get_ssn <ssn>> |
Always |
||||||
repeat, repeat that // repeat |
9 |
<get_ssn repeat> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
[9-digit string] |
Always |
Assign : caller_ssn =<ssn> |
-- |
||||||
^ |
^ |
Prompt : [ka0310_out_01] Thanks. |
goto : ka0320_NameNull_DS |
||||||
repeat |
Always |
Prompt : [ka0310_out_02] Sure. |
Re-Recognition : Reprompt |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
ssn |
-- |
ka0310_cnf_ini_01 |
Just to make sure, your Social Security number is... |
||||||
-- |
-- |
ka0310_cnf_ini_02 |
[ssn] |
||||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [ka0310_nm1_01] Let's try again... Please say or enter your nine-digit Social Security number, one digit at a time. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [ka0310_nm2_01] Sorry. Please enter the nine digits of your Social Security number now. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [ka0310_ni1_01] Please key-in or say your nine-digit Social Security number, like this: five six seven, eight nine, zero one two three. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [ka0310_ni2_01] Sorry. Please enter the nine digits of your Social Security number now. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
ka0320_NameNull_DS
Decision |
|
|||
Determines transition, based on the value of the caller_first_name variable. |
||||
Entering From |
||||
Actions |
||||
Condition |
Action |
Transition |
||
If ka_collectName=true |
Comment : In practice, if the caller reaches this state, kba_collectName will ALWAYS be true; the Else condition is included in the interest of completeness |
-- |
||
^ |
If caller_first_name=NULL |
-- |
goto : ka0325_TNRSLocation_DS |
|
^ |
Else (caller_first_name=|=NULL) |
-- |
goto : ka0500_DOBNull_DS |
|
Else |
Always |
-- |
goto : ka0500_DOBNull_DS |
|
Developer Notes |
||||
-- |
||||
ka0325_TNRSLocation_DS
Decision |
|
||
This decision state determines if the TNRS database hit will be done before or after the first name collection. |
|||
Entering From |
|||
Actions |
|||
Condition |
Action |
Transition |
|
If tnrs_db_upfront = false |
-- |
||
Else (If tnrs_db_upfront = true) |
-- |
goto : ka0350_TNRS_DB |
|
Developer Notes |
|||
-- |
|||
ka0330_SetCallerNameParameters_DS
Decision |
|
|||||
Sets parameter values that are needed by the NameOSDM dialog. |
||||||
Entering From |
||||||
ka0350_TNRS_DB, ka0325_TNRSLocation_DS, ka0352_CollectFullName_DS |
||||||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
Comment : set parameters before entering NameOSDM |
-- |
||||
^ |
Assign : collectname_alwaysaskspelling ='FALSE' |
-- |
||||
^ |
Assign : collectname_confirmationapologyprompt ='default_name_confirmationapology' |
-- |
||||
^ |
Assign : collectname_entryprompt ='default_name_entryprompt_firstname_lastname' |
-- |
||||
^ |
Assign : collectname_exitfailureprompt ='default_name_exitfailureprompt' |
-- |
||||
^ |
Assign : collectname_exitsuccessprompt ='default_name_exitsuccessprompt' |
-- |
||||
^ |
Assign : collectname_firstnamehighconfidencelevel ='tbd' (default =0.85f) |
-- |
||||
^ |
Assign : collectname_lastnamehighconfidencelevel ='tbd' (default = 0.875f) |
-- |
||||
^ |
Assign : collectname_maxcorrections =1 |
-- |
||||
^ |
Assign : collectname_maxnoinputstotal =2 |
-- |
||||
^ |
Assign : collectname_maxnomatchestotal =2 |
-- |
||||
^ |
Assign : collectname_names_to_collect ='FIRST_LAST' |
-- |
||||
^ |
Assign : collectname_overallconfirmation ='ALWAYS' |
-- |
||||
^ |
Assign : collectname_spellingonly ='FALSE' |
-- |
||||
^ |
Assign : name_collect_task =caller |
-- |
|
|||
^ |
-- |
goto : ka0340_GetCallerName_SD |
||||
Developer Notes |
||||||
-- |
||||||
ka0340_GetCallerName_SD
Subdialog Call |
|
||||
Calls the NameOSDM module. |
|||||
Entering From |
|||||
Dialog called |
|||||
Proceed to initial node in: NameOSDM |
|||||
Input parameters |
|||||
Parameter |
Value |
||||
-- |
-- |
||||
Output parameters |
|||||
Variable |
Subdialog Variable |
||||
-- |
-- |
||||
Actions |
|||||
Condition |
Action |
Transition |
|||
If name_status=success |
Always |
Assign : caller_first_name =<first name> |
-- |
||
^ |
^ |
Assign : caller_last_name =<last name> |
-- |
||
^ |
If tnrs_checked = true and caller_first_name = tnrsfirstname and (caller_last_name = tnrslastname or caller_last_name = tnrsotherlastname) |
-- |
goto : ka0500_DOBNull_DS |
||
^ |
Else |
-- |
goto : ka0400_AltNameNull_DS |
||
Else (name_status=failure) |
If transfer_reason=error |
Assign : kba_transaction_status =failure |
Return to calling dialog : BenefitsVerification [bv0130_KBAuthentication_SD] ChangeOfAddress [ca0300_KBAuthentication_SD] ClaimStatusRequests [cs0110_KBAuthentication_SD] DirectDeposit [dd0300_KBAuthentication_SD] MedicareReplacementCard [mr0130_KBAuthentication_SD] |
||
^ |
Else (transfer_reason=|=error) |
Assign : spell_name =true |
-- |
||
^ |
^ |
Assign : name_status =Undefined |
-- |
||
^ |
Else (transfer_reason=|=error) AND tnrs_checked=false |
-- |
goto : ka0350_TNRS_DB |
||
^ |
Else (transfer_reason=|=error) AND tnrs_checked=true |
Comment : If TNRS DB hit fails, the call proceeds to the NameOSDM and attempts the match. |
|||
Recovery Behavior |
|||||
Developer Notes |
|||||
-- |
|||||
ka0350_TNRS_DB
Data Access |
|
||||
Accesses the TNRS DB if name collection fails |
|||||
Entering From |
|||||
Input parameters |
|||||
Parameter |
Value |
||||
wsse:Username |
Username |
||||
wsse:Password |
Password |
||||
wsse:Nonce |
-- |
||||
wsu:Created |
Transaction creation timestamp. |
||||
wsu:Expired |
Transaction expiration timestamp. |
||||
ssn |
9 digis SSN |
||||
associatedAppID |
8 Characters max. Application ID calling the service. |
||||
ani |
10 digit caller ANI. If unavailable, value should be 10 zeros. |
||||
Output parameters |
|||||
Variable |
Description |
||||
tnrs_statusCode |
Possible values that can be returned are: 0000=Success, 0151=System Failure, or 9999=Unsuccessful. |
||||
tnrs_firstName |
First name, max length 10 |
||||
tnrs_lastName |
Last name, max length 13 |
||||
tnrs_otherLastName |
Other last name, max length 13 |
||||
Actions |
|||||
Condition |
Action |
Transition |
|||
If tnrs_statusCode=0000 (success) |
Assign : tnrs_checked =true |
-- |
|||
^ |
If tnrs_db_upfront = false |
-- |
|||
^ |
Else (If tnrs_db_upfront = true) |
-- |
goto : ka0352_CollectFullName_DS |
||
Else |
If tnrs_db_upfront = false |
Comment : If tnrs_db_upfront=false, then this condition can only be reached if the initial Say and Spell collection in NameOSDM has failed |
|||
^ |
Else (If tnrs_db_upfront = true) |
Comment : If TNRS DB hit fails, the call proceeds to the NameOSDM and attempts the match. |
|||
-- |
-- |
goto : ka0352_CollectFullName_DS |
|||
Recovery Behavior |
|||||
Developer Notes |
|||||
If last name matches on 'alternative' name we can accept it but we need to pass both last and alternative name to backend |
|||||
ka0352_CollectFullName_DS
Decision |
|
||
Determines if using the TNRS grammar (true) of if using NameOSDM (false). |
|||
Entering From |
|||
Actions |
|||
Condition |
Action |
Transition |
|
If collect_full_name=true |
-- |
goto : ka0355_TNRSGetName_DM |
|
Else (if collect_full_name=false) |
-- |
||
Developer Notes |
|||
-- |
|||
ka0355_TNRSGetName_DM
CustomContext Recognition |
|
||||||||
If tnrs_db_upfront = true, this DM gathers the caller's first and last name together. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
ka0355_ini_01 |
Now, tell me your full name, first then last. |
||||||
reprompt |
(after repeat) |
ka0355_ree_01 |
Please tell me your full name, both first and last. |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
<name> |
-- |
<TNRS_get_name <name>> |
Never |
||||||
repeat, repeat that // repeat |
9 |
<TNRS_get_name repeat> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
<name> |
Always |
Assign : caller_first_name =<caller's first name> |
-- |
||||||
^ |
^ |
Assign : caller_last_name =<caller's last name> |
-- |
||||||
^ |
^ |
Prompt : [ka0355_out_01] Thanks. |
Go to Previous Node |
||||||
^ |
If caller_first_name = tnrsfirstname and (caller_last_name = tnrslastname or caller_last_name = tnrsotherlastname) |
-- |
goto : ka0500_DOBNull_DS |
||||||
^ |
Else |
-- |
goto : ka0400_AltNameNull_DS |
||||||
repeat |
Always |
Prompt : [ka0355_out_02] Sure. |
Re-Recognition : Reprompt |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [ka0355_nm1_01] Let's try again... Please tell me your first AND last name. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [ka0355_nm2_01] Sorry. |
|||||||
noinput 1 |
Always |
Prompt : [ka0355_ni1_01] Please tell me your first AND last name. |
Re-Recognition : |
||||||
noinput 2 |
^ |
-- |
|||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
NOTE that, TNRS returns the caller's name on the basis of SSN, then a grammar is constructed that allows the caller to match against the name from the DB |
|||||||||
ka0360_SetCallerNameRetryParameters_DS
Decision |
|
|||||
Sets parameter values that are needed by the NameOSDM dialog. |
||||||
Entering From |
||||||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
Comment : set parameters before entering NameOSDM |
-- |
||||
^ |
Assign : collectname_alwaysaskspelling ='FALSE' |
-- |
||||
^ |
Assign : collectname_confirmationapologyprompt ='default_name_confirmationapology' |
-- |
||||
^ |
Assign : collectname_entryprompt ='post_tnrs_entryprompt' |
-- |
||||
^ |
Assign : collectname_exitfailureprompt ='default_name_exitfailureprompt' |
-- |
||||
^ |
Assign : collectname_exitsuccessprompt ='default_name_exitsuccessprompt' |
-- |
||||
^ |
Assign : collectname_firstnamehighconfidencelevel ='tbd' (default =0.85f) |
-- |
||||
^ |
Assign : collectname_lastnamehighconfidencelevel ='tbd' (default = 0.875f) |
-- |
||||
^ |
Assign : collectname_maxcorrections =1 |
-- |
||||
^ |
Assign : collectname_maxnoinputstotal =2 |
-- |
||||
^ |
Assign : collectname_maxnomatchestotal =2 |
-- |
||||
If caller_first_name = NULL |
Assign : collectname_names_to_collect ='FIRST_LAST' |
-- |
||||
Else |
Assign : collectname_names_to_collect ='LAST' |
-- |
||||
^ |
Assign : collectname_overallconfirmation ='ALWAYS' |
-- |
||||
^ |
Assign : collectname_spellingonly ='TRUE' |
-- |
||||
Always |
Assign : name_collect_task =caller |
-- |
|
|||
^ |
-- |
goto : ka0370_GetCallerNameRetry_SD |
||||
Developer Notes |
||||||
-- |
||||||
ka0370_GetCallerNameRetry_SD
Subdialog Call |
|
||||
Calls the NameOSDM module. |
|||||
Entering From |
|||||
Dialog called |
|||||
Proceed to initial node in: NameOSDM |
|||||
Input parameters |
|||||
Parameter |
Value |
||||
-- |
-- |
||||
Output parameters |
|||||
Variable |
Subdialog Variable |
||||
-- |
-- |
||||
Actions |
|||||
Condition |
Action |
Transition |
|||
If name_status=success |
Always |
Assign : caller_first_name =<first name> |
-- |
||
^ |
Assign : caller_last_name =<last name> |
-- |
|||
^ |
If tnrs_checked = true and caller_first_name = tnrsfirstname and (caller_last_name = tnrslastname or caller_last_name = tnrsotherlastname) |
-- |
goto : ka0500_DOBNull_DS |
||
^ |
Else |
-- |
goto : ka0400_AltNameNull_DS |
||
Else (name_status=failure) |
Always |
Assign : kba_transaction_status =failure |
Return to calling dialog : BenefitsVerification [bv0130_KBAuthentication_SD] ChangeOfAddress [ca0300_KBAuthentication_SD] ClaimStatusRequests [cs0110_KBAuthentication_SD] DirectDeposit [dd0300_KBAuthentication_SD] MedicareReplacementCard [mr0130_KBAuthentication_SD] |
||
Recovery Behavior |
|||||
Developer Notes |
|||||
-- |
|||||
ka0400_AltNameNull_DS
Decision |
|
||
Determines transition, based on the value of the caller_alternative_name variable. |
|||
Entering From |
|||
ka0340_GetCallerName_SD, ka0370_GetCallerNameRetry_SD, ka0355_TNRSGetName_DM |
|||
Actions |
|||
Condition |
Action |
Transition |
|
If caller_alternative_name=NULL |
-- |
goto : ka0410_AltNameQuestion_DM |
|
Elseif (caller_alternative_name=|=NULL) |
-- |
goto : ka0500_DOBNull_DS |
|
Developer Notes |
|||
-- |
|||
ka0410_AltNameQuestion_DM
YesNo Recognition |
|
||||||||
Asks callers whether or not they have an alternative last name. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
ka0410_ini_01 |
Some people have ANOTHER last name that might be listed under their social security number (a professional or maiden name, for example). Do YOU have another last name? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes ?(i do) |
1 |
<alt_name_yesno yes> |
Never |
||||||
no ?(i don't) |
2 |
<alt_name_yesno no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
Always |
Assign : caller_alternative_name =none |
-- |
||||||
^ |
^ |
Prompt : [ka0410_out_01] Alright. |
goto : ka0500_DOBNull_DS |
||||||
yes |
Always |
-- |
|||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [ka0410_nm1_01] Let's try again...DO you have another last name? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [ka0410_nm2_01] Sorry. If you DO have another last name that might be associated with your social security number, press 1. If you DON'T have another last name, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [ka0410_ni1_01] If you DO have another last name that might be associated with your social security number, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [ka0410_ni2_01] Sorry. If you have another last name, such as a professional or maiden name that might be associated with your social security number, press 1. If you DON'T have another last name, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
ka0420_SetAlternativeNameParameters_DS
Decision |
|
|||||
Sets parameter values that are needed by the NameOSDM dialog. |
||||||
Entering From |
||||||
Actions |
||||||
Condition |
Action |
Transition |
||||
If spell_name=true |
Comment : set 'spell' parameter before entering NameOSDM |
-- |
||||
Always |
Comment : set parameters before entering NameOSDM |
-- |
||||
^ |
Assign : collectname_alwaysaskspelling ='FALSE' |
-- |
||||
^ |
Assign : collectname_confirmationapologyprompt ='default_name_confirmationapology' |
-- |
||||
^ |
Assign : collectname_entryprompt ='alt_name_entryprompt' |
-- |
||||
^ |
Assign : collectname_exitfailureprompt ='default_name_exitfailureprompt' |
-- |
||||
^ |
Assign : collectname_exitsuccessprompt ='default_name_exitsuccessprompt' |
-- |
||||
^ |
Assign : collectname_firstnamehighconfidencelevel ='tbd' (default =0.85f) |
-- |
||||
^ |
Assign : collectname_lastnamehighconfidencelevel ='tbd' (default = 0.875f) |
-- |
||||
^ |
Assign : collectname_maxcorrections =1 |
-- |
||||
^ |
Assign : collectname_maxnoinputstotal =2 |
-- |
||||
^ |
Assign : collectname_maxnomatchestotal =2 |
-- |
||||
^ |
Assign : collectname_names_to_collect ='LAST' |
-- |
||||
^ |
Assign : collectname_overallconfirmation ='ALWAYS' |
-- |
||||
^ |
Assign : collectname_spellingonly ='FALSE' |
-- |
||||
Always |
Assign : name_collect_task =alternative |
-- |
|
|||
^ |
-- |
goto : ka0430_GetAlternativeName_SD |
||||
Developer Notes |
||||||
-- |
||||||
ka0430_GetAlternativeName_SD
Subdialog Call |
|
|||
Calls the NameOSDM module. |
||||
Entering From |
||||
Dialog called |
||||
Proceed to initial node in: NameOSDM |
||||
Input parameters |
||||
Parameter |
Value |
|||
-- |
-- |
|||
Output parameters |
||||
Variable |
Subdialog Variable |
|||
-- |
-- |
|||
Actions |
||||
Condition |
Action |
Transition |
||
If name_status=success |
Assign : caller_alternative_name =<name> |
goto : ka0500_DOBNull_DS |
||
Else (name_status=failure) |
-- |
goto : ka0500_DOBNull_DS |
||
Recovery Behavior |
||||
Developer Notes |
||||
-- |
||||
ka0500_DOBNull_DS
Decision |
|
|||
Determines transition, based on the value of the caller_dob variable. |
||||
Entering From |
||||
ka0320_NameNull_DS, ka0400_AltNameNull_DS, ka0410_AltNameQuestion_DM, ka0340_GetCallerName_SD, ka0430_GetAlternativeName_SD, ka0370_GetCallerNameRetry_SD, ka0355_TNRSGetName_DM |
||||
Actions |
||||
Condition |
Action |
Transition |
||
If ka_collectDateOfBirth=true |
If caller_dob=NULL |
-- |
goto : ka0510_GetDOB_DM |
|
^ |
Else (caller_dob=|=NULL) |
-- |
goto : ka0600_MaidenNameNull_DS |
|
Else (ka_collectDateOfBirth=false) |
Always |
-- |
goto : ka0600_MaidenNameNull_DS |
|
Developer Notes |
||||
-- |
||||
ka0510_GetDOB_DM
Date Recognition |
|
||||||||
Collects caller's date of birth. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
ka0510_ini_01 |
Now, what's your date of birth? |
||||||
reprompt |
Else (after repeat or disconfirmation) |
ka0510_ree_01 |
Please say or enter the month, day, and year you were born. For example, say 'May fifth, 1945' or enter '0 5 0 5 1 9 4 5.' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
may fifth 1937 |
<6 or 8 digit string> |
<get_dob dob> |
Always |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
dob |
-- |
Assign : caller_dob =<date> |
-- |
||||||
^ |
-- |
Prompt : [ka0510_out_01] Thank you. |
goto : ka0600_MaidenNameNull_DS |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
-- |
-- |
ka0510_cnf_ini_01 |
That was... |
||||||
dob |
-- |
ka0510_cnf_ini_02 |
[dob] |
||||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [ka0510_nm1_01] Let's try again... Please say the month, day, and year that you were born, or enter it on your keypad. For example, if you were born on 'May fifth 1945', you'd enter' zero 5 zero 5 1 9 4 5.' |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [ka0510_nm2_01] Sorry. Please enter your birth date using two digits for the month, two for the day, and four digits for the year. For example, if you were born on 'November second 1942', you'd enter' 1 1 zero 2 1 9 4 2.' |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [ka0510_ni1_01] Please say the month, day, and year that you were born, or enter it on your keypad. For example, if you were born on 'May fifth 1945', you'd enter' zero 5 zero 5 1 9 4 5.' |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [ka0510_ni2_01] Sorry. Please enter your birth date using two digits for the month, two for the day, and four digits for the year. For example, if you were born on 'November second 1942', you'd enter' 1 1 zero 2 1 9 4 2.' |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
NOTE: the grammar will accept a rolling 115 year range - projecteing into the past (i.e. back) - relative to the current date |
|||||||||
ka0600_MaidenNameNull_DS
Decision |
|
|||
Determines transition, based on the value of the maiden_name variable. |
||||
Entering From |
||||
Actions |
||||
Condition |
Action |
Transition |
||
If ka_collectMothersMaidenName=true |
If caller_maiden_name=NULL |
-- |
||
^ |
Else (caller_maiden_name=|=NULL) |
-- |
goto : ka0700_POBNull_DS |
|
Else (ka_collectMothersMaidenName=false) |
Always |
-- |
goto : ka0700_POBNull_DS |
|
Developer Notes |
||||
-- |
||||
ka0610_SetMaidenNameParameters_DS
Decision |
|
|||||
Sets parameter values that are needed by the NameOSDM dialog. |
||||||
Entering From |
||||||
Actions |
||||||
Condition |
Action |
Transition |
||||
If spell_name=true |
Comment : set 'spell' parameter before entering NameOSDM |
-- |
||||
Always |
Comment : set parameters before entering NameOSDM |
-- |
||||
^ |
Assign : collectname_alwaysaskspelling ='FALSE' |
-- |
||||
^ |
Assign : collectname_confirmationapologyprompt ='default_name_confirmationapology' |
-- |
||||
^ |
Assign : collectname_entryprompt ='maiden_name_entryprompt' |
-- |
||||
^ |
Assign : collectname_exitfailureprompt ='default_name_exitfailureprompt' |
-- |
||||
^ |
Assign : collectname_exitsuccessprompt ='default_name_exitsuccessprompt' |
-- |
||||
^ |
Assign : collectname_firstnamehighconfidencelevel ='tbd' (default =0.85f) |
-- |
||||
^ |
Assign : collectname_lastnamehighconfidencelevel ='tbd' (default = 0.875f) |
-- |
||||
^ |
Assign : collectname_maxcorrections =1 |
-- |
||||
^ |
Assign : collectname_maxnoinputstotal =2 |
-- |
||||
^ |
Assign : collectname_maxnomatchestotal =2 |
-- |
||||
^ |
Assign : collectname_names_to_collect ='LAST' |
-- |
||||
^ |
Assign : collectname_overallconfirmation ='ALWAYS' |
-- |
||||
^ |
Assign : collectname_spellingonly ='FALSE' |
-- |
||||
Always |
Assign : name_collect_task =maiden |
-- |
|
|||
^ |
-- |
goto : ka0620_GetMaidenName_SD |
||||
Developer Notes |
||||||
-- |
||||||
ka0620_GetMaidenName_SD
Subdialog Call |
|
|||
Calls the NameOSDM module. |
||||
Entering From |
||||
Dialog called |
||||
Proceed to initial node in: NameOSDM |
||||
Input parameters |
||||
Parameter |
Value |
|||
-- |
-- |
|||
Output parameters |
||||
Variable |
Subdialog Variable |
|||
-- |
-- |
|||
Actions |
||||
Condition |
Action |
Transition |
||
If name_status=success |
Assign : caller_maiden_name =<name> |
goto : ka0700_POBNull_DS |
||
Else (name_status=failure) |
Assign : kba_transaction_status =failure |
Return to calling dialog : BenefitsVerification [bv0130_KBAuthentication_SD] ChangeOfAddress [ca0300_KBAuthentication_SD] ClaimStatusRequests [cs0110_KBAuthentication_SD] DirectDeposit [dd0300_KBAuthentication_SD] MedicareReplacementCard [mr0130_KBAuthentication_SD] |
||
Recovery Behavior |
||||
Developer Notes |
||||
-- |
||||
ka0700_POBNull_DS
Decision |
|
|||
Determines transition, based on the value of the pob_needed variable. |
||||
Entering From |
||||
Actions |
||||
Condition |
Action |
Transition |
||
If ka_collectPlaceOfBirth=true |
If caller_pob=NULL |
-- |
goto : ka0710_GetPlaceOfBirth_DM |
|
^ |
Else (caller_pob=|=NULL) |
-- |
goto : ka0800_LastPaymentNull_DS |
|
Else (ka_collectPlaceOfBirth=false) |
Always |
-- |
goto : ka0800_LastPaymentNull_DS |
|
Developer Notes |
||||
-- |
||||
ka0710_GetPlaceOfBirth_DM
CustomContext Recognition |
|
||||||||
Collects the state or U.S. territory where the caller was born. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
ka0710_ini_01 |
Now tell me the U.S. STATE or TERRITORY where you were born. If you were born somewhere else, just say 'Other.' |
||||||
reprompt |
(after repeat or disconfirmation) |
ka0710_ree_01 |
Tell me the U.S. STATE or TERRITORY where you were born or, if you were born somewhere else, say 'Other.' |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
alaska |
n/a |
<get_pob ak> |
Always |
||||||
alabama |
n/a |
<get_pob al> |
Always |
||||||
arkansas |
n/a |
<get_pob ar> |
Always |
||||||
[american] samoa |
n/a |
<get_pob as> |
Always |
||||||
arizona |
n/a |
<get_pob ar> |
Always |
||||||
armed forces africa |
n/a |
<get_pob af_af> |
Always |
||||||
armed forces americas |
n/a |
<get_pob af_am> |
Always |
||||||
armed forces canada |
n/a |
<get_pob af_ca> |
Always |
||||||
armed forces europe |
n/a |
<get_pob af_eu> |
Always |
||||||
armed forces middle east |
n/a |
<get_pob af_me> |
Always |
||||||
armed forces pacific |
n/a |
<get_pob af_pa> |
Always |
||||||
california |
n/a |
<get_pob ca> |
Always |
||||||
colorado |
n/a |
<get_pob co> |
Always |
||||||
connecticut |
n/a |
<get_pob ct> |
Always |
||||||
delaware |
n/a |
<get_pob de> |
Always |
||||||
[the] district of columbia, washington d c |
n/a |
<get_pob dc> |
Always |
||||||
florida |
n/a |
<get_pob fl> |
Always |
||||||
georgia |
n/a |
<get_pob ga> |
Always |
||||||
guam |
n/a |
<get_pob gu> |
Always |
||||||
hawaii |
n/a |
<get_pob hi> |
Always |
||||||
idaho |
n/a |
<get_pob id> |
Always |
||||||
illinois |
n/a |
<get_pob il> |
Always |
||||||
indiana |
n/a |
<get_pob in> |
Always |
||||||
iowa |
n/a |
<get_pob ia> |
Always |
||||||
kansas |
n/a |
<get_pob ks> |
Always |
||||||
kentucky |
n/a |
<get_pob ky> |
Always |
||||||
louisiana |
n/a |
<get_pob la> |
Always |
||||||
maine |
n/a |
<get_pob me> |
Always |
||||||
[the] marshall islands |
n/a |
<get_pob mh> |
Always |
||||||
maryland |
n/a |
<get_pob md> |
Always |
||||||
massachusetts |
n/a |
<get_pob ma> |
Always |
||||||
michigan |
n/a |
<get_pob mi> |
Always |
||||||
minnesota |
n/a |
<get_pob mn> |
Always |
||||||
missouri |
n/a |
<get_pob mo> |
Always |
||||||
mississippi |
n/a |
<get_pob ms> |
Always |
||||||
montana |
n/a |
<get_pob mt> |
Always |
||||||
nebraska |
n/a |
<get_pob ne> |
Always |
||||||
nevada |
n/a |
<get_pob nv> |
Always |
||||||
new hampshire |
n/a |
<get_pob nh> |
Always |
||||||
new jersey |
n/a |
<get_pob nj> |
Always |
||||||
new mexico |
n/a |
<get_pob nm> |
Always |
||||||
new york |
n/a |
<get_pob ny> |
Always |
||||||
north carolina |
n/a |
<get_pob nc> |
Always |
||||||
north dakota |
n/a |
<get_pob nd> |
Always |
||||||
[the] [northern] marianas islands |
n/a |
<get_pob mp> |
Always |
||||||
ohio |
n/a |
<get_pob oh> |
Always |
||||||
oklahoma |
n/a |
<get_pob ok> |
Always |
||||||
oregon |
n/a |
<get_pob or> |
Always |
||||||
palau |
n/a |
<get_pob pw> |
Always |
||||||
pennsylvania |
n/a |
<get_pob pa> |
Always |
||||||
puerto rico |
n/a |
<get_pob pr> |
Always |
||||||
rhode island |
n/a |
<get_pob ri> |
Always |
||||||
south carolina |
n/a |
<get_pob sc> |
Always |
||||||
south dakota |
n/a |
<get_pob sd> |
Always |
||||||
tennessee |
n/a |
<get_pob tn> |
Always |
||||||
texas |
n/a |
<get_pob tx> |
Always |
||||||
utah |
n/a |
<get_pob ut> |
Always |
||||||
vermont |
n/a |
<get_pob vt> |
Always |
||||||
[the] virgin islands |
n/a |
<get_pob vi> |
Always |
||||||
virginia |
n/a |
<get_pob va> |
Always |
||||||
washington |
n/a |
<get_pob wa> |
Always |
||||||
west virginia |
n/a |
<get_pob wv> |
Always |
||||||
wisconsin |
n/a |
<get_pob wi> |
Always |
||||||
wyoming |
n/a |
<get_pob wy> |
Always |
||||||
other, neither, none of them, none of those, ?(i was born) [(somewhere else) (out side the united states)] |
n/a |
<get_pob other> |
Always |
||||||
?(US) state |
n/a |
<get_pob state> |
Never |
||||||
?(US) territory |
n/a |
<get_pob territory> |
Never |
||||||
repeat, repeat that // repeat |
9 |
<get_pob repeat> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
<state territory> |
Always |
Assign : caller_pob =<state territory> |
-- |
||||||
^ |
^ |
Prompt : [ka0710_out_01] Thanks. |
goto : ka0800_LastPaymentNull_DS |
||||||
other |
Always |
Assign : caller_pob =other |
-- |
||||||
^ |
^ |
Prompt : [ka0710_out_02] Okay, thanks. |
goto : ka0800_LastPaymentNull_DS |
||||||
state |
Always |
Prompt : [ka0710_out_03] What state were you born in? |
Re-Recognition : |
||||||
territory |
Always |
Prompt : [ka0710_out_04] What territory were you born in? |
Re-Recognition : |
||||||
repeat |
Always |
Prompt : [ka0710_out_05] Sure. |
Re-Recognition : Reprompt |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
<state territory> |
Always |
ka0710_cnf_ini_01 |
You were born in... |
||||||
af_af |
Always |
ka0710_cnf_ini_02_af_af |
Armed Forces Africa |
||||||
af_am |
Always |
ka0710_cnf_ini_02_af_am |
Armed forces Americas |
||||||
af_ca |
Always |
ka0710_cnf_ini_02_af_ca |
Armed Forces Canada |
||||||
af_ca |
Always |
ka0710_cnf_ini_02 |
Armed Forces Canada |
||||||
af_eu |
Always |
ka0710_cnf_ini_02_af_eu |
Armed forces Europe |
||||||
af_me |
Always |
ka0710_cnf_ini_02_af_me |
Armed Forces Middle East |
||||||
af_pa |
Always |
ka0710_cnf_ini_02_af_pa |
Armed Forces Pacific |
||||||
ak |
Always |
ka0710_cnf_ini_02_ak |
Alaska |
||||||
al |
Always |
ka0710_cnf_ini_02_al |
Alabama |
||||||
ar |
Always |
ka0710_cnf_ini_02_ar |
Arkansas |
||||||
as |
Always |
ka0710_cnf_ini_02_as |
American Samoa |
||||||
az |
Always |
ka0710_cnf_ini_02_az |
Arizona |
||||||
ca |
Always |
ka0710_cnf_ini_02_ca |
California |
||||||
co |
Always |
ka0710_cnf_ini_02_co |
Colorado |
||||||
ct |
Always |
ka0710_cnf_ini_02_ct |
Connecticut |
||||||
dc |
Always |
ka0710_cnf_ini_02_dc |
the District of Columbia |
||||||
de |
Always |
ka0710_cnf_ini_02_de |
Delaware |
||||||
fl |
Always |
ka0710_cnf_ini_02_fl |
Florida |
||||||
ga |
Always |
ka0710_cnf_ini_02_ga |
Georgia |
||||||
gu |
Always |
ka0710_cnf_ini_02_gu |
Guam |
||||||
hi |
Always |
ka0710_cnf_ini_02_hi |
Hawaii |
||||||
ia |
Always |
ka0710_cnf_ini_02_ia |
Iowa |
||||||
id |
Always |
ka0710_cnf_ini_02_id |
Idaho |
||||||
il |
Always |
ka0710_cnf_ini_02_il |
Illinois |
||||||
in |
Always |
ka0710_cnf_ini_02_in |
Indiana |
||||||
ks |
Always |
ka0710_cnf_ini_02_ks |
Kansas |
||||||
ky |
Always |
ka0710_cnf_ini_02_ky |
Kentucky |
||||||
la |
Always |
ka0710_cnf_ini_02_la |
Louisiana |
||||||
ma |
Always |
ka0710_cnf_ini_02_ma |
Massachusetts |
||||||
md |
Always |
ka0710_cnf_ini_02_md |
Maryland |
||||||
me |
Always |
ka0710_cnf_ini_02_me |
Maine |
||||||
mh |
Always |
ka0710_cnf_ini_02_mh |
the Marshall Islands |
||||||
mi |
Always |
ka0710_cnf_ini_02_mi |
Michigan |
||||||
mn |
Always |
ka0710_cnf_ini_02_mn |
Minnesota |
||||||
mo |
Always |
ka0710_cnf_ini_02_mo |
Missouri |
||||||
mp |
Always |
ka0710_cnf_ini_02_mp |
the Northern Marianas Islands |
||||||
ms |
Always |
ka0710_cnf_ini_02_ms |
Mississippi |
||||||
mt |
Always |
ka0710_cnf_ini_02_mt |
Montana |
||||||
nc |
Always |
ka0710_cnf_ini_02_nc |
North Carolina |
||||||
nd |
Always |
ka0710_cnf_ini_02_nd |
North Dakota |
||||||
ne |
Always |
ka0710_cnf_ini_02_ne |
Nebraska |
||||||
nh |
Always |
ka0710_cnf_ini_02_nh |
New Hampshire |
||||||
nj |
Always |
ka0710_cnf_ini_02_nj |
New Jersey |
||||||
nm |
Always |
ka0710_cnf_ini_02_nm |
New Mexico |
||||||
nv |
Always |
ka0710_cnf_ini_02_nv |
Nevada |
||||||
ny |
Always |
ka0710_cnf_ini_02_ny |
New York |
||||||
oh |
Always |
ka0710_cnf_ini_02_oh |
Ohio |
||||||
ok |
Always |
ka0710_cnf_ini_02_ok |
Oklahoma |
||||||
or |
Always |
ka0710_cnf_ini_02_or |
Oregon |
||||||
pa |
Always |
ka0710_cnf_ini_02_pa |
Pennsylvania |
||||||
pr |
Always |
ka0710_cnf_ini_02_pr |
Puerto Rico |
||||||
pw |
Always |
ka0710_cnf_ini_02_pw |
Palau |
||||||
ri |
Always |
ka0710_cnf_ini_02_ri |
Rhode Island |
||||||
sc |
Always |
ka0710_cnf_ini_02_sc |
South Carolina |
||||||
sd |
Always |
ka0710_cnf_ini_02_sd |
South Dakota |
||||||
tn |
Always |
ka0710_cnf_ini_02_tn |
Tennessee |
||||||
tx |
Always |
ka0710_cnf_ini_02_tx |
Texas |
||||||
ut |
Always |
ka0710_cnf_ini_02_ut |
Utah |
||||||
va |
Always |
ka0710_cnf_ini_02_va |
Virginia |
||||||
vi |
Always |
ka0710_cnf_ini_02_vi |
the Virgin Islands |
||||||
vt |
Always |
ka0710_cnf_ini_02_vt |
Vermont |
||||||
wa |
Always |
ka0710_cnf_ini_02_wa |
Washington |
||||||
wi |
Always |
ka0710_cnf_ini_02_wi |
Wisconsin |
||||||
wv |
Always |
ka0710_cnf_ini_02_wv |
West Virginia |
||||||
wy |
Always |
ka0710_cnf_ini_02_wy |
Wyoming |
||||||
other |
Always |
ka0710_cnf_ini_03 |
So you were NOT born in the United States or in a U.S. territory. |
||||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [ka0710_nm1_01] Let's try again... Please say the name of the U.S. state or territory where you were born. Or say, 'somewhere else'. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [ka0710_nm2_01] Sorry. If you were NOT born in the U.S. or one of its territories, say 'somewhere else'. Otherwise, tell me the name of the state or territory where you were born. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [ka0710_ni1_01] If you were born in a U.S. state or territory, tell me which one. Otherwise, say 'somewhere else'. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [ka0710_ni2_01] Sorry. If you were NOT born in the U.S. or one of its territories, say 'somewhere else'. Otherwise, tell me the name of the state or territory where you were born. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
ka0800_LastPaymentNull_DS
Decision |
|
|||
Determines transition based on the value of the last_payment_needed variable. |
||||
Entering From |
||||
Actions |
||||
Condition |
Action |
Transition |
||
If current_task=screen_pop |
Always |
-- |
||
Elseif current_task=screen_splash |
-- |
goto : ka0900_CheckingInfoMsg_PP |
||
Elseif ka_collectPaymentAmount=true |
If caller_last_payment=NULL |
-- |
||
^ |
Else (caller_last_payment=|=NULL) |
-- |
goto : ka0900_CheckingInfoMsg_PP |
|
Else (ka_collectPaymentAmount=false) |
Always |
-- |
goto : ka0900_CheckingInfoMsg_PP |
|
Developer Notes |
||||
-- |
||||
ka0810_GetLastPaymentAmount_DM
Currency Recognition |
|
||||||||
Asks callers for the amount of the last benefit check that they received. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
ka0810_ini_01 |
Last question - what was the amount of your last benefit check? |
||||||
reprompt |
(after repeat or disconfirmation) |
ka0810_ree_01 |
What was the amount of your last benefit check? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
three hundred twenty six dollars and eighty two cents |
3 2 6 * 8 2 |
<get_last_payment_amount last_payment_amount> |
Always |
||||||
i don't know, i don't remember |
1 |
<get_last_payment_amount dont_know> |
If Necessary |
||||||
repeat, repeat that |
9 |
<get_last_payment_amount repeat> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
last_payment_amount |
Always |
Assign : caller_last_payment =<amount> |
-- |
||||||
^ |
^ |
-- |
goto : ka0900_CheckingInfoMsg_PP |
||||||
dont_know |
Always |
Assign : caller_last_payment =dont_know |
goto : ka0820_CantProceedMsg_PP |
||||||
repeat |
Always |
Prompt : [ka0810_out_01] Sure. |
Re-Recognition : Reprompt |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
last_payment_amount |
-- |
ka0810_cnf_ini_01 |
Just to make sure, the amount was... |
||||||
^ |
-- |
ka0810_cnf_ini_02 |
[last_payment_amount] |
||||||
dont_know |
-- |
ka0810_cnf_ini_03 |
You don't know the amount of your last benefit check. |
||||||
-- |
Always |
gl_cnf_ini_02 |
Right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [ka0810_nm1_01] Let's try again... Please say the exact amount of your last benefit check or enter it on your phone, using the 'star' key for the decimal point. For example, if you received 'one hundred seventy five dollars and ten cents,', you'd press '1 7 5 star 1 zero.' |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [ka0810_nm2_01] Sorry. If you don't know the exact amount of your last payment, press 1. Otherwise, tell me the amount, in dollars AND cents, or enter it on your keypad. For example, if you received 'two hundred thirty five dollars and no cents,' you'd press '2 3 5 star zero zero.' |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [ka0810_ni1_01] Please say the exact amount of your last benefit check or enter it on your phone, using the 'star' key for the decimal point. For example, if you received 'one hundred seventy five dollars and ten cents,', you'd press '1 7 5 star 1 zero.' |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [ka0810_ni2_01] Sorry. If you don't know the exact amount of your last payment, press 1. Otherwise, tell me the amount, in dollars AND cents, or enter it on your keypad. For example, if you received 'two hundred thirty five dollars and no cents,' you'd press '2 3 5 star zero zero.' |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
The grammar shall accept a minimum of $0.00 and a maximum of $99,999.00. |
|||||||||
ka0820_CantProceedMsg_PP
Simple Play Prompt |
|
|||||
Tells callers that the IVR cannot help them without a check amount. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
ka0820_out_01 |
Without the amount of your last payment I can't help you. |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
Assign : kba_transaction_status =failure |
-- |
||||
Always |
-- |
Return to calling dialog : BenefitsVerification [bv0130_KBAuthentication_SD] ChangeOfAddress [ca0300_KBAuthentication_SD] ClaimStatusRequests [cs0110_KBAuthentication_SD] DirectDeposit [dd0300_KBAuthentication_SD] MedicareReplacementCard [mr0130_KBAuthentication_SD] |
||||
Developer Notes |
||||||
-- |
||||||
ka0830_ScreenPopSplashReturn_PP
Simple Play Prompt |
|
|||||
Determines route of caller based on if current task is screen splash or screen pop. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Else (current_task=screen_splash) |
ka0830_out_01 |
We're all set. |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
If current_task=screen_pop |
-- |
Return to calling dialog : BenefitsVerification [bv0130_KBAuthentication_SD] ChangeOfAddress [ca0300_KBAuthentication_SD] ClaimStatusRequests [cs0110_KBAuthentication_SD] DirectDeposit [dd0300_KBAuthentication_SD] MedicareReplacementCard [mr0130_KBAuthentication_SD] |
||||
Else (current_task=screen_splash) |
-- |
Return to calling dialog : BenefitsVerification [bv0130_KBAuthentication_SD] ChangeOfAddress [ca0300_KBAuthentication_SD] ClaimStatusRequests [cs0110_KBAuthentication_SD] DirectDeposit [dd0300_KBAuthentication_SD] MedicareReplacementCard [mr0130_KBAuthentication_SD] |
||||
Developer Notes |
||||||
-- |
||||||
ka0900_CheckingInfoMsg_PP
Simple Play Prompt |
|
|||||
Tells callers that there may be a delay (while the backend database is accessed). |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
If current_task=screen_splash |
ka0900_out_01 |
Please hold on... |
|||
initial |
Elseif current_task=card_medicare OR benefits_verification |
ka0900_out_03 |
I've got everything I need. Hold on while I submit this... |
|||
initial |
Else |
ka0900_out_02 |
Please hold on while I look this up. It may take a few seconds... |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
If current_task=screen_splash |
-- |
goto : ka0905_ScreenSplashKB_DB |
||||
Else |
-- |
goto : ka0910_QueryKB_DB |
||||
Developer Notes |
||||||
-- |
||||||
ka0905_ScreenSplashKB_DB
Data Access |
|
|||
Submits query to backend database to verify authentication data for screen splash. |
||||
Entering From |
||||
Input parameters |
||||
Parameter |
Value |
|||
processID |
Which process to pass the request to. Values are: PING, AUTH, INFO, AUTHINFO, MI, ENDSESSION, NONE. |
|||
requestID |
Unique 10 digit ID for the request. 10 zeros, if not used. |
|||
timestamp |
Transaction timestamp. |
|||
version |
Version of the xml schema used. |
|||
Output parameters |
||||
Variable |
Description |
|||
ss_statusCode |
Possible values that can be returned are: 0000=Success, 0150=System Failure-connected but failed for other reasons, 0151=System Failure, 0152=Off hour request, and 7777=Validation failure. |
|||
ss_statusDescription |
Status code text description |
|||
Actions |
||||
Condition |
Action |
Transition |
||
Always |
-- |
|||
Recovery Behavior |
||||
Developer Notes |
||||
-- |
||||
ka0910_QueryKB_DB
Data Access |
|
||||
Submits query to backend database to verify authentication data. |
|||||
Entering From |
|||||
Input parameters |
|||||
Parameter |
Value |
||||
processID |
Which process to pass the request to. Values are: PING, AUTH, INFO, AUTHINFO, MI, ENDSESSION, NONE. |
||||
requestID |
Unique 10 digit ID for the request. 10 zeros, if not used. |
||||
timestamp |
Transaction timestamp. |
||||
version |
Version of the xml schema used. |
||||
actionType |
-- |
||||
ui |
Type of user, T for Telephone |
||||
ssn |
Employee 9 digit Social Security Number |
||||
firstName |
15 character First Name, upper case |
||||
lastName |
20 character Last Name, upper case |
||||
otherLastName |
Other last name, max length 20 |
||||
dobMonth |
Month of Birth in the format of MM |
||||
dobDay |
Day of Birth in the format of DD |
||||
dobYear |
Year of Birth in the format of CCYY |
||||
attemptedAppID |
Application making the request, 8 characters max. |
||||
mothersMaidenName |
Mothers maiden name, 20 characters max, upper case |
||||
placeOfBirth |
2 character state abbreviation for birth place. FF for foreign born. |
||||
currentPassword |
7 digit password |
||||
bornInUS |
Y or N |
||||
paymentAmount |
Payment amount, right justified, zero padded to 4 digits. For example, for $234.00, send 0234 |
||||
wagesSsn |
9 digit SSN for wage earner if caller is not the wage earner |
||||
Ani |
Caller's 10 digit ANI. All zeros if unavailable. |
||||
Output parameters |
|||||
Variable |
Description |
||||
ka_statusCode |
Possible values that can be returned are: 0000=Success, 0001 = Data is valid and processed and the user already has direct deposit, 0002 = Data is valid and processed and the user does not have direct deposit, 0108=cannot match the information provided (unable to authenticate), 0150=System Failure-connected but failed for other reasons, 0151=System Failure, 0152=Off hour request, 0226=Survivor is not a spouse, parent or child on MBR, 0508=Block Access, 1111=Application is in off season (Dec. 15-Jan. 31), 7777=Validation failure, 8888=Not authenticated/authorized and 9999=Data Invalid. |
||||
ka_statusDescription |
Status code text description |
||||
ka_firstNameMbr |
MBR authentication status for first name: 01 = Element verified, 02 = Element on database-not verified, 03 = Element not on database, 04 = Unable to access database, 05 = Element not received |
||||
ka_firstNameSsr |
SSR authentication status for first name: 01 = Element verified, 02 = Element on database-not verified, 03 = Element not on database, 04 = Unable to access database, 05 = Element not received |
||||
ka_firstNameNumi |
Numident authentication status for first name: 01 = Element verified, 02 = Element on database-not verified, 03 = Element not on database, 04 = Unable to access database, 05 = Element not received |
||||
ka_lastNameMbr |
MBR authentication status for last name: 01 = Element verified, 02 = Element on database-not verified, 03 = Element not on database, 04 = Unable to access database, 05 = Element not received |
||||
ka_lastNameSsr |
SSR authentication status for last name: 01 = Element verified, 02 = Element on database-not verified, 03 = Element not on database, 04 = Unable to access database, 05 = Element not received |
||||
ka_lastNameNumi |
Numident authentication status for last name: 01 = Element verified, 02 = Element on database-not verified, 03 = Element not on database, 04 = Unable to access database, 05 = Element not received |
||||
ka_dobMbr |
MBR authentication status for date of birth: 01 = Element verified, 02 = Element on database-not verified, 03 = Element not on database, 04 = Unable to access database, 05 = Element not received, 06 = Non numeric DOB received, 07 = Non numeric DOB on database. |
||||
ka_dobSsr |
SSR authentication status for date of birth: 01 = Element verified, 02 = Element on database-not verified, 03 = Element not on database, 04 = Unable to access database, 05 = Element not received, 06 = Non numeric DOB received, 07 = Non numeric DOB on database. |
||||
ka_dobNumi |
Numident authentication status for date of birth: 01 = Element verified, 02 = Element on database-not verified, 03 = Element not on database, 04 = Unable to access database, 05 = Element not received, 06 = Non numeric DOB received, 07 = Non numeric DOB on database. |
||||
ka_mothersMaidenNameNumi |
Numident authentication status for mothers maiden name: 01 = Element verified, 02 = Element on database-not verified, 03 = Element not on database, 04 = Unable to access database, 05 = Element not received |
||||
ka_placeOfBirthNumi |
Numident authentication status for mothers maiden name: 01 = Element verified, 02 = Element on database-not verified, 03 = Element not on database, 04 = Unable to access database, 05 = Element not received |
||||
ka_nhSsnFirstName |
9 digit Social Security Number (SSN). This tag will be returned when the user's first name is verified using an SSN other than the SSN entered. |
||||
ka_bicFirstName |
1 or 2-digit alpha or alpha-numeric string representing the Beneficiary Identification Code (BIC). This tag will be returned when the user's first name is verified using an SSN other than the SSN entered. |
||||
ka_nhSsnLastName |
9 digit Social Security Number (SSN). This tag will be returned when the user's last name is verified using an SSN other than the SSN entered. |
||||
ka_bicLastName |
1 or 2-digit alpha or alpha-numeric string representing the BIC. This tag will be returned when the user's last name is verified using an SSN other than the SSN entered. |
||||
ka_nhSsnDob |
9 digit Social Security Number (SSN). This tag will be returned when the user's date of birth is verified using an SSN other than the SSN entered. |
||||
ka_bicDob |
1 or 2-digit alpha or alpha-numeric string representing the BIC. This tag will be returned when the user's date of birth is verified using an SSN other than the SSN entered. |
||||
Actions |
|||||
Condition |
Action |
Transition |
|||
If success |
-- |
goto : ka0920_SuccessMsg_PP |
|||
Else (failure) |
If ka_statusCode=0108 |
-- |
goto : ka0930_FailureMsg_PP |
||
^ |
If ka_statusCode=0508 |
-- |
goto : ka0940_AccountBlockedMsg_PP |
||
^ |
If ka_statusCode=0152 |
Assign : kba_transaction_status =failure |
-- |
||
^ |
^ |
Prompt : [ka0910_out_01] Sorry, our system is undergoing routine maintenance and I'm unable to access your records at this time. Please try back in the morning. If you'd like to speak with someone... |
Return to calling dialog : BenefitsVerification [bv0130_KBAuthentication_SD] ChangeOfAddress [ca0300_KBAuthentication_SD] ClaimStatusRequests [cs0110_KBAuthentication_SD] DirectDeposit [dd0300_KBAuthentication_SD] MedicareReplacementCard [mr0130_KBAuthentication_SD] |
||
^ |
Else |
Assign : kba_transaction_status =failure |
-- |
||
^ |
^ |
Prompt : [ka0910_out_02] Sorry, I'm having trouble getting access to your records... |
Return to calling dialog : BenefitsVerification [bv0130_KBAuthentication_SD] ChangeOfAddress [ca0300_KBAuthentication_SD] ClaimStatusRequests [cs0110_KBAuthentication_SD] DirectDeposit [dd0300_KBAuthentication_SD] MedicareReplacementCard [mr0130_KBAuthentication_SD] |
||
Recovery Behavior |
|||||
Developer Notes |
|||||
-- |
|||||
ka0920_SuccessMsg_PP
Simple Play Prompt |
|
|||||
Conveys to callers that the information they have provided matched what is in the backend database. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
ka0920_out_01 |
All right. We're all set. |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
Assign : kba_transaction_status =success |
-- |
||||
Always |
-- |
Return to calling dialog : BenefitsVerification [bv0130_KBAuthentication_SD] ChangeOfAddress [ca0300_KBAuthentication_SD] ClaimStatusRequests [cs0110_KBAuthentication_SD] DirectDeposit [dd0300_KBAuthentication_SD] MedicareReplacementCard [mr0130_KBAuthentication_SD] |
||||
Developer Notes |
||||||
-- |
||||||
ka0930_FailureMsg_PP
Simple Play Prompt |
|
|||||
Tells callers some of the information they have provided did not match what is in the backend database. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
ka0930_out_01 |
Sorry, I'm having trouble processing this... |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
Assign : kba_transaction_status =failure |
-- |
||||
Always |
-- |
Return to calling dialog : BenefitsVerification [bv0130_KBAuthentication_SD] ChangeOfAddress [ca0300_KBAuthentication_SD] ClaimStatusRequests [cs0110_KBAuthentication_SD] DirectDeposit [dd0300_KBAuthentication_SD] MedicareReplacementCard [mr0130_KBAuthentication_SD] |
||||
Developer Notes |
||||||
-- |
||||||
ka0940_AccountBlockedMsg_PP
Simple Play Prompt |
|
|||||
Tells callers that there is a block on access to their account via IVR and web. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
ka0940_out_01 |
According to our records, you asked that this automated system and our website block access to your account, so you'll need to speak to someone. By the way, if you want to unblock your account, the agent can help you do that as well. |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
Assign : kba_transaction_status =account_blocked |
-- |
||||
Always |
-- |
Return to calling dialog : BenefitsVerification [bv0130_KBAuthentication_SD] ChangeOfAddress [ca0300_KBAuthentication_SD] ClaimStatusRequests [cs0110_KBAuthentication_SD] DirectDeposit [dd0300_KBAuthentication_SD] MedicareReplacementCard [mr0130_KBAuthentication_SD] |
||||
Developer Notes |
||||||
-- |
||||||
2.9 MedicareReplacementCard Dialog
This application allows callers who are currently enrolled in Medicare to order a replacement Medicare Card.
mr0100_PingHost_DB
Data Access |
|
||||
Pings the host database to ensure the host is available. |
|||||
Entering From |
|||||
Input parameters |
|||||
Parameter |
Value |
||||
processID |
Which process to pass the request to. Values are: PING, AUTH, INFO, AUTHINFO, MI, ENDSESSION, NONE. |
||||
requestID |
Unique 10 digit ID for the request. 10 zeros, if not used. |
||||
timestamp |
Transaction timestamp. |
||||
version |
Version of the xml schema used. |
||||
Output parameters |
|||||
Variable |
Description |
||||
mr_statusCode |
Determines if the backend system is available. Possible values that can be returned are: 0000=Success, 0150=System Failure-connected but failed for other reasons, 0151=System Failure, 0152=Off hour request, and 7777=Validation failure. |
||||
mr_statusDescription |
Status code text description. |
||||
Actions |
|||||
Condition |
Action |
Transition |
|||
If mr_statusCode=0000 (success) |
-- |
goto : mr0130_KBAuthentication_SD |
|||
Else (failure) |
Always |
Assign : mrc_transaction_status =failure |
-- |
||
^ |
If mr_statusCode=0152 (off hours request) |
Prompt : [mr0100_out_01] Sorry, our system is undergoing routine maintenance and I'm unable to access your records at this time. Please try back in the morning. If you'd like to speak with someone... |
Return to calling dialog : |
||
^ |
Else |
Prompt : [mr0100_out_02] Sorry, I'm having trouble getting access to your records... |
Return to calling dialog : |
||
Recovery Behavior |
|||||
Developer Notes |
|||||
-- |
|||||
mr0130_KBAuthentication_SD
Subdialog Call |
|
|||
Sub dialogue call to 'Knowledge Based Authentication'. |
||||
Entering From |
||||
Dialog called |
||||
Proceed to initial node in: KnowledgeBasedAuthentication |
||||
Input parameters |
||||
Parameter |
Value |
|||
-- |
-- |
|||
Output parameters |
||||
Variable |
Subdialog Variable |
|||
-- |
-- |
|||
Actions |
||||
Condition |
Action |
Transition |
||
If kba_transaction_status=success |
-- |
goto : mr0210_MRCSuccess_PP |
||
Elseif kba_transaction_status=account_blocked |
Assign : mrc_transaction_status =failure |
Return to calling dialog : |
||
Elseif kba_transaction_status=attestation_declined |
Assign : mrc_transaction_status =failure |
Return to calling dialog : |
||
Else (kba_transaction_status=failure) |
Assign : mrc_transaction_status =failure |
Return to calling dialog : |
||
Recovery Behavior |
||||
Developer Notes |
||||
The request for the replacement medicare card is processed in authentication (ka0910_QueryKB_DB). |
||||
mr0210_MRCSuccess_PP
Simple Play Prompt |
|
|||||
Informs the caller how long it will take to receive the request and that it was submitted successfully. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
mr0210_out_01 |
You should receive your Replacement Medicare Card in the mail within four weeks. |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
-- |
goto : mr0220_TransactionEnd_PP |
||||
Developer Notes |
||||||
-- |
||||||
mr0220_TransactionEnd_PP
Simple Play Prompt |
|
|||||
Gives the caller the option to hang up if they're finished. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
mr0220_out_01 |
If you're finished, feel free to hang up. Otherwise,... |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
Assign : mrc_transaction_status =success |
-- |
||||
Always |
-- |
Return to calling dialog : |
||||
Developer Notes |
||||||
-- |
||||||
This module collects a name from the caller (first, last, alternate, and/or mother's maiden name).
na0110_PlayEntryPrompt_PP
Simple Play Prompt |
|
|||||||
Plays an introduction message letting the caller know what name will be collected [first]. |
||||||||
Entering From |
||||||||
ka0340_GetCallerName_SD, ka0430_GetAlternativeName_SD, ka0620_GetMaidenName_SD, ka0370_GetCallerNameRetry_SD |
||||||||
Initial Prompts [Barge-in is OFF] |
||||||||
Type |
Condition |
Name |
Wording |
|||||
initial |
If names_to_collect == 'FIRST' or 'FIRST_LAST' |
entryprompt == 'default_name_entryprompt' |
na0110_out_01 |
Now... |
||||
initial |
^ |
entryprompt == 'post_TNRS'_entryprompt' |
na0110_out_02 |
Let's try this... |
||||
initial |
Else (names_to_collect == 'LAST' or 'LAST_FIRST') |
entryprompt == 'default_name_entryprompt' |
na0110_out_03 |
Now... |
||||
initial |
^ |
entryprompt == 'post_TNRS'_entryprompt' |
na0110_out_04 |
Let's try this again. |
||||
initial |
^ |
entryprompt == 'alt_name_entryprompt' |
na0110_out_05 |
Okay. |
||||
initial |
^ |
entryprompt == 'maiden_name_entryprompt' |
na0110_out_06 |
Next... |
||||
Actions |
||||||||
Condition |
Action |
Transition |
||||||
If names_to_collect == 'FIRST' or 'FIRST_LAST' |
spelling_only == 'false' |
-- |
goto : na0120_SayAndSpellFirst_DM |
|||||
^ |
spelling_only == 'true' |
-- |
goto : na0140_SpellFirst_DM |
|||||
Else (names_to_collect == 'LAST' or 'LAST_FIRST') |
spelling_only == 'false' |
-- |
goto : na0130_SayAndSpellLast_DM |
|||||
^ |
spelling_only == 'true' |
-- |
goto : na0150_SpellLast_DM |
|||||
Developer Notes |
||||||||
Disable barge-in Check confirguration for settng of entryprompt parameter |
||||||||
na0120_SayAndSpellFirst_DM
CustomContext Recognition |
|
|||||||||
Asks the caller to say and spell their first name. |
||||||||||
Entering From |
||||||||||
Initial Prompts |
||||||||||
Type |
Condition |
Name |
Wording |
|||||||
initial |
Always |
na0120_ini_01 |
Please say, then spell, just your first name. For example, if your first name was Robin, you'd say "Robin: R O B I N." Go ahead. |
|||||||
Grammar |
||||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
|||||||
robin r o b i n // if name matches generic say and spell grammar |
n/a |
<sayandspellfirst <name>> |
Never |
|||||||
robin r o b i n // if name provided matched grammar compiled from TNRS |
n/a |
<sayandspellfirst_tnrs <name_tnrs)> |
Never |
|||||||
Actions |
||||||||||
Option |
Condition |
Action |
Transition |
|||||||
<name> |
Always |
Prompt : [na0120_out_01] All right. |
goto : na0130_SayAndSpellLast_DM |
|||||||
<name_tnrs> |
Always |
Prompt : [na0120_out_02] All right. |
goto : na0130_SayAndSpellLast_DM |
|||||||
Recovery Behavior |
||||||||||
Type |
Condition |
Action |
Transition |
|||||||
nomatch 1 |
If name_collect_task=caller |
If tnrs_checked=false |
Comment : exit with flag to indicate that first name was being collected (this will be used when returning to the NameOSDM) |
-- |
||||||
nomatch 1 |
^ |
^ |
Assign : name_status =failure |
Return to calling dialog : KnowledgeBasedAuthentication [ka0340_GetCallerName_SD] KnowledgeBasedAuthentication [ka0370_GetCallerNameRetry_SD] |
||||||
nomatch 1 |
^ |
Else (tnrs_checked=true |
Prompt : [na0120_nm1_01] Let's try again... please SAY, then SPELL, your first name like this - 'John, J O H N.' Go ahead. |
Re-Recognition : |
||||||
nomatch 1 |
Else (name_collect_task=|=caller) |
Comment : From a practical standpoint, if name_collect_task is NOT 'caller,' it will always be 'tkwr' (since alternative and maiden names collect only last name) |
-- |
|||||||
nomatch 1 |
^ |
Prompt : [na0120_nm1_02] Let's try again... please SAY, then SPELL, your first name like this - 'John, J O H N.' Go ahead. |
Re-Recognition : |
|||||||
nomatch 2 |
If tnrs_checked=false |
Comment : exit with flag to indicate that first name was being collected (this will be used when returning to the NameOSDM) |
-- |
|||||||
nomatch 2 |
^ |
Assign : name_status =failure |
Return to calling dialog : KnowledgeBasedAuthentication [ka0340_GetCallerName_SD] KnowledgeBasedAuthentication [ka0370_GetCallerNameRetry_SD] |
|||||||
nomatch 2 |
Else |
Assign : collectname_spellingonly =true |
-- |
|||||||
nomatch 2 |
^ |
Prompt : [na0120_nm2_01] Let's try this a different way... |
goto : na0140_SpellFirst_DM |
|||||||
noinput 1 |
Always |
Prompt : [na0120_ni1_01] In order to look at your account, I need you to say, then spell, your first name. For example, if your name was 'Nick,' you'd say 'Nick, N I C K.' So, go ahead and say, then spell just your FIRST name. |
Re-Recognition : |
|||||||
noinput 2 |
If tnrs_checked=false |
Comment : exit with flag to indicate that first name was being collected (this will be used when returning to the NameOSDM) |
-- |
|||||||
noinput 2 |
^ |
Assign : name_status =failure |
Return to calling dialog : KnowledgeBasedAuthentication [ka0340_GetCallerName_SD] KnowledgeBasedAuthentication [ka0370_GetCallerNameRetry_SD] |
|||||||
noinput 2 |
Else |
Assign : collectname_spellingonly =true |
-- |
|||||||
noinput 2 |
^ |
Prompt : [na0120_ni2_01] Let's try this a different way... |
goto : na0140_SpellFirst_DM |
|||||||
Commands: State-Specific Behavior |
||||||||||
Commands: Confirmations |
||||||||||
Config Parameters |
||||||||||
Parameter |
Value |
|||||||||
-- |
-- |
|||||||||
Developer Notes |
||||||||||
-- |
||||||||||
na0130_SayAndSpellLast_DM
CustomContext Recognition |
|
|||||||||
If name_collect_task=caller or tkwr, asks the caller to say and spell their last name. If name_collect_task=alternative, collects caller's alternative last name or, if name_collect_task=maiden, collects caller's mother's maiden name. |
||||||||||
Entering From |
||||||||||
Initial Prompts |
||||||||||
Type |
Condition |
Name |
Wording |
|||||||
initial |
If name_collect_task=caller OR name_collect_task=tkwr |
na0130_ini_01 |
Now let me get your LAST name, including the spelling. |
|||||||
initial |
Elseif name_collect_task=alternative |
na0130_ini_02 |
Please say, then spell, your OTHER LAST NAME. |
|||||||
initial |
Else (name_collect_task=maiden) |
na0130_ini_03 |
Please say, then spell, your mother's MAIDEN NAME. |
|||||||
Grammar |
||||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
|||||||
kusack K U S A C K // if name matches generic say and spell grammar |
n/a |
<sayandspelllast <name>> |
Never |
|||||||
kusack K U S A C K // if name provided matched grammar copmiled from TNRS |
n/a |
<sayandspelllast_tnrs <name_tnrs>> |
Never |
|||||||
Actions |
||||||||||
Option |
Condition |
Action |
Transition |
|||||||
<name> |
Always |
Prompt : [na0130_out_01] Thanks. |
goto : na0200_ConfirmName_DM |
|||||||
<name_tnrs> |
Always |
-- |
goto : na0210_ExitSuccessPrompts_PP |
|||||||
Recovery Behavior |
||||||||||
Type |
Condition |
Action |
Transition |
|||||||
nomatch 1 |
If tnrs_checked=false AND name_collect_task=caller |
Comment : exit with flag to indicate that first name was being collected (this will be used when returning to the NameOSDM) |
-- |
|||||||
nomatch 1 |
^ |
Assign : name_status =failure |
Return to calling dialog : KnowledgeBasedAuthentication [ka0340_GetCallerName_SD] KnowledgeBasedAuthentication [ka0370_GetCallerNameRetry_SD] |
|||||||
nomatch 1 |
Else |
If name_collect_task=caller OR tkwr |
Prompt : [na0130_nm1_01] Let's try again... please SAY, then SPELL, your last name like this - 'Miller, M I L L E R.' Go ahead. |
Re-Recognition : |
||||||
nomatch 1 |
^ |
Elseif name_collect_task=alternative |
Prompt : [na0130_nm1_02] Let's try again... please SAY, then SPELL, your other last name like this - 'Miller, M I L L E R.' Go ahead. |
Re-Recognition : |
||||||
nomatch 1 |
^ |
Else (name_collect_task=maiden) |
Prompt : [na0130_nm1_03] Let's try again... please SAY, then SPELL, your mother's maiden last name like this - 'Miller, M I L L E R.' Go ahead. |
Re-Recognition : |
||||||
nomatch 2 |
If tnrs_checked=false AND name_collect_task=tkwr |
Comment : exit with flag to indicate that first name was being collected (this will be used when returning to the NameOSDM) |
-- |
|||||||
nomatch 2 |
^ |
Assign : name_status =failure |
Return to calling dialog : KnowledgeBasedAuthentication [ka0340_GetCallerName_SD] KnowledgeBasedAuthentication [ka0370_GetCallerNameRetry_SD] |
|||||||
nomatch 2 |
Else |
Assign : collectname_spellingonly =true |
-- |
|||||||
nomatch 2 |
^ |
Prompt : [na0130_nm2_01] Let's try this a different way... |
goto : na0150_SpellLast_DM |
|||||||
noinput 1 |
If name_collect_task=caller OR tkwr |
Prompt : [na0130_ni1_01] In order to look at your account, I need you to say, then spell, your last name. For example, if your name was 'O'Neal,' you'd say 'O'Neal, O N E A L.' So, go ahead and say, then spell just your LAST name. |
Re-Recognition : |
|||||||
noinput 1 |
Elseif name_collect_task=alternative |
Prompt : [na0130_ni1_02] In order to look at your account, I need you to say, then spell, your OTHER last name. For example, if your name was 'O'Neal,' you'd say 'O'Neal, O N E A L.' So, go ahead and say, then spell just your other LAST name. |
Re-Recognition : |
|||||||
noinput 1 |
Else (name_collect_task=maiden) |
Prompt : [na0130_ni1_03] In order to look at your account, I need you to say, then spell, your mother's maiden name. For example, if her maiden name was 'O'Neal,' you'd say 'O'Neal, O N E A L.' So, go ahead and say, then spell just your mother's maiden LAST name. |
Re-Recognition : |
|||||||
noinput 2 |
If tnrs_checked=false AND name_collect_task=caller OR tkwr |
Comment : exit with flag to indicate that first name was being collected (this will be used when returning to the NameOSDM) |
-- |
|||||||
noinput 2 |
^ |
Assign : name_status =failure |
Return to calling dialog : KnowledgeBasedAuthentication [ka0340_GetCallerName_SD] KnowledgeBasedAuthentication [ka0370_GetCallerNameRetry_SD] |
|||||||
noinput 2 |
Else |
Assign : collectname_spellingonly =true |
-- |
|||||||
noinput 2 |
^ |
Prompt : [na0130_ni2_01] Let's try this a different way... |
goto : na0150_SpellLast_DM |
|||||||
Commands: State-Specific Behavior |
||||||||||
Commands: Confirmations |
||||||||||
Config Parameters |
||||||||||
Parameter |
Value |
|||||||||
-- |
-- |
|||||||||
Developer Notes |
||||||||||
-- |
||||||||||
na0140_SpellFirst_DM
CustomContext Recognition |
|
||||||||
Asks the caller to just spell their first name. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
na0140_ini_01 |
This time, just SPELL your first name for me. |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
R O B I N // if name matches generic say and spell grammar |
n/a |
<spellfirst <name>> |
Never |
||||||
R O B I N // if name provided matched grammar copmiled from TNRS |
n/a |
<spellfirst_tnrs <name_tnrs>> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
-- |
-- |
Comment : If the caller has errored out of say and spell, we will continue, for last name collection, with spell only |
-- |
||||||
<name> |
Always |
Prompt : [na0140_out_01] All right. |
goto : na0150_SpellLast_DM |
||||||
<name_tnrs> |
Always |
Prompt : [na0140_out_02] All right. |
goto : na0150_SpellLast_DM |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [na0140_nm1_01] Let's try again... Go ahead and spell your first name for me again. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [na0140_nm2_01] Sorry. Please spell your first name one more time. For example, if your name was Robin, you'd say "R O B I N." |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
^ |
Assign : name_status =failure |
-- |
||||||
nomatch 3 |
^ |
Prompt : [na0140_nm3_01] Sorry, we seem to be having trouble. |
Return to calling dialog : KnowledgeBasedAuthentication [ka0340_GetCallerName_SD] KnowledgeBasedAuthentication [ka0370_GetCallerNameRetry_SD] |
||||||
noinput 1 |
Always |
Prompt : [na0140_ni1_01] Go ahead and spell your first name for me, like this - 'R O B I N.' |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [na0140_ni2_01] Sorry. Please spell your first name one more time. For example, if your name was Robin, you'd say "R O B I N." |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
^ |
Assign : name_status =failure |
-- |
||||||
noinput 3 |
^ |
Prompt : [na0140_ni3_01] Sorry, we seem to be having trouble. |
Return to calling dialog : KnowledgeBasedAuthentication [ka0340_GetCallerName_SD] KnowledgeBasedAuthentication [ka0370_GetCallerNameRetry_SD] |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
na0150_SpellLast_DM
CustomContext Recognition |
|
|||||||||
If name_collect_task=caller or tkwr, asks the caller to spell their last name. If name_collect_task=alternative, collects caller's alternative last name or, if name_collect_task=maiden, collects caller's mother's maiden name. |
||||||||||
Entering From |
||||||||||
Initial Prompts |
||||||||||
Type |
Condition |
Name |
Wording |
|||||||
initial |
If name_collect_task=caller OR tkwr |
If entering from na0110__PlayEntryPrompt_PP |
na0150_ini_01 |
This time, just SPELL your last name for me. |
||||||
initial |
^ |
Else |
na0150_ini_02 |
Now spell just your LAST name. |
||||||
initial |
Elseif name_collect_task=alternative |
Always |
na0150_ini_03 |
This time, just SPELL your other last name for me. |
||||||
initial |
Else (name_collect_task=maiden) |
Always |
na0150_ini_04 |
This time, just SPELL your mother's maiden last name for me. |
||||||
Grammar |
||||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
|||||||
S M I T H // if name matches generic say and spell grammar |
n/a |
<spelllast <name>> |
Never |
|||||||
S M I T H // if name provided matched grammar copmiled from TNRS |
n/a |
<spelllast_tnrs <name_tnrs>> |
Never |
|||||||
Actions |
||||||||||
Option |
Condition |
Action |
Transition |
|||||||
<name> |
Always |
Prompt : [na0150_out_01] Thanks. |
goto : na0200_ConfirmName_DM |
|||||||
<name_tnrs> |
Always |
-- |
goto : na0210_ExitSuccessPrompts_PP |
|||||||
Recovery Behavior |
||||||||||
Type |
Condition |
Action |
Transition |
|||||||
nomatch 1 |
If name_collect_task=caller OR tkwr |
Prompt : [na0150_nm1_01] Let's try again... Go ahead and spell your last name for me again. |
Re-Recognition : |
|||||||
nomatch 1 |
Elseif name_collect_task=alternative |
Prompt : [na0150_nm1_02] Let's try again... Go ahead and spell your other last name for me again. |
Re-Recognition : |
|||||||
nomatch 1 |
Else (name_collect_task=maiden) |
Prompt : [na0150_nm1_03] Let's try again... Go ahead and spell your mother's maiden last name for me again. |
Re-Recognition : |
|||||||
nomatch 2 |
If name_collect_task=caller OR tkwr |
Prompt : [na0150_nm2_01] Sorry. Please spell your last name one more time. For example, if your name was Smith, you'd say 'S M I T H.' |
Re-Recognition : |
|||||||
nomatch 2 |
Elseif name_collect_task=alternative |
Prompt : [na0150_nm2_02] Sorry. Please spell your other last name one more time. For example, if your name was Smith, you'd say 'S M I T H.' |
Re-Recognition : |
|||||||
nomatch 2 |
Else (name_collect_task=maiden) |
Prompt : [na0150_nm2_03] Sorry. Please spell your mother's maiden name one more time. For example, if her name was Smith, you'd say 'S M I T H.' |
Re-Recognition : |
|||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
|||||||
nomatch 3 |
^ |
Assign : name_status =failure |
-- |
|||||||
nomatch 3 |
^ |
Prompt : [na0150_nm3_01] Sorry, we seem to be having trouble. |
Return to calling dialog : KnowledgeBasedAuthentication [ka0340_GetCallerName_SD] KnowledgeBasedAuthentication [ka0370_GetCallerNameRetry_SD] |
|||||||
noinput 1 |
If name_collect_task=caller OR tkwr |
Prompt : [na0150_ni1_01] Go ahead and spell your last name for me, like this - 'S M I T H.' |
Re-Recognition : |
|||||||
noinput 1 |
Elseif name_collect_task=alternative |
Prompt : [na0150_ni1_02] Go ahead and spell your other last name for me, like this - 'S M I T H.' |
Re-Recognition : |
|||||||
noinput 1 |
Else (name_collect_task=maiden) |
Prompt : [na0150_ni1_03] Go ahead and spell your mother's maiden last name for me, like this - 'S M I T H.' |
Re-Recognition : |
|||||||
noinput 2 |
If name_collect_task=caller OR tkwr |
Prompt : [na0150_ni2_01] Sorry. Please spell your last name one more time. For example, if your name was Smith, you'd say 'S M I T H.' |
Re-Recognition : |
|||||||
noinput 2 |
Elseif name_collect_task=alternative |
Prompt : [na0150_ni2_02] Sorry. Please spell your other last name one more time. For example, if your name was Smith, you'd say 'S M I T H.' |
Re-Recognition : |
|||||||
noinput 2 |
Else (name_collect_task=maiden) |
Prompt : [na0150_ni2_03] Sorry. Please spell your mother's maiden name one more time. For example, if her name was Smith, you'd say 'S M I T H.' |
Re-Recognition : |
|||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
|||||||
noinput 3 |
^ |
Assign : name_status =failure |
-- |
|||||||
noinput 3 |
^ |
Prompt : [na0150_ni3_01] Sorry, we seem to be having trouble. |
Return to calling dialog : KnowledgeBasedAuthentication [ka0340_GetCallerName_SD] KnowledgeBasedAuthentication [ka0370_GetCallerNameRetry_SD] |
|||||||
Commands: State-Specific Behavior |
||||||||||
Commands: Confirmations |
||||||||||
Config Parameters |
||||||||||
Parameter |
Value |
|||||||||
-- |
-- |
|||||||||
Developer Notes |
||||||||||
-- |
||||||||||
na0200_ConfirmName_DM
YesNo Recognition |
|
|||||||||
Asks the caller to confirm the name collected is correct. |
||||||||||
Entering From |
||||||||||
Initial Prompts |
||||||||||
Type |
Condition |
Name |
Wording |
|||||||
initial |
Always |
na0200_ini_01 |
Let me read that back. |
|||||||
initial |
name_collect_task=caller OR name_collect_task=tkwr and names_to_collect == 'FIRST' |
collectname_spelling_only == 'false' |
na0200_ini_02 |
Your first name is |
||||||
initial |
^ |
^ |
TTS Prompt : [na0200_ini_03] |
{ firstname /medial /say-as=other } |
||||||
initial |
^ |
^ |
na0200_ini_04 |
...spelled: |
||||||
initial |
^ |
^ |
TTS Prompt : [na0200_ini_05] |
{ firstnamespelling /final /say_as=alpha num } |
||||||
initial |
^ |
collectname_spelling_only == 'true' |
na0200_ini_06 |
Your first name is spelled... |
||||||
initial |
^ |
^ |
TTS Prompt : [na0200_ini_07] |
{ firstnamespelling /final /say_as=alpha num } |
||||||
initial |
name_collect_task=caller OR name_collect_task=tkwr and names_to_collect == 'FIRST' |
collectname_spelling_only == 'false' |
na0200_ini_08 |
And last name: |
||||||
initial |
^ |
^ |
TTS Prompt : [na0200_ini_09] |
{ lastname /medial /say-as=other } |
||||||
initial |
^ |
^ |
na0200_ini_10 |
...spelled: |
||||||
initial |
^ |
^ |
TTS Prompt : [na0200_ini_11] |
{ lastnamespelling /final /say_as=alpha num } |
||||||
initial |
^ |
collectname_spelling_only == 'true' |
na0200_ini_12 |
And last name spelled... |
||||||
initial |
^ |
^ |
TTS Prompt : [na0200_ini_13] |
{ lastnamespelling /final /say_as=alpha num } |
||||||
initial |
names_to_collect == 'LAST' AND name_collect_task=alternative |
collectname_spelling_only == 'false' |
na0200_ini_14 |
Your other last name is |
||||||
initial |
^ |
^ |
TTS Prompt : [na0200_ini_15] |
{ lastname /medial /say-as=other } |
||||||
initial |
^ |
^ |
na0200_ini_16 |
...spelled: |
||||||
initial |
^ |
^ |
TTS Prompt : [na0200_ini_17] |
{ lastnamespelling /final /say_as=alpha num } |
||||||
initial |
^ |
collectname_spelling_only == 'true' |
na0200_ini_18 |
Your other last name is spelled... |
||||||
initial |
^ |
^ |
TTS Prompt : [na0200_ini_19] |
{ lastnamespelling /final /say_as=alpha num } |
||||||
initial |
names_to_collect == 'LAST' AND name_collect_task=maiden |
collectname_spelling_only == 'false' |
na0200_ini_20 |
Your mother's maiden name is |
||||||
initial |
^ |
^ |
TTS Prompt : [na0200_ini_21] |
{ lastname /medial /say-as=other } |
||||||
initial |
^ |
^ |
na0200_ini_22 |
...spelled: |
||||||
initial |
^ |
^ |
TTS Prompt : [na0200_ini_23] |
{ lastnamespelling /final /say_as=alpha num } |
||||||
initial |
^ |
collectname_spelling_only == 'true' |
na0200_ini_24 |
Your mother's maiden name is spelled... |
||||||
initial |
^ |
^ |
TTS Prompt : [na0200_ini_25] |
{ lastnamespelling /final /say_as=alpha num } |
||||||
initial |
Always |
na0200_ini_26 |
Did I get that right? |
|||||||
Grammar |
||||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
|||||||
yes |
1 |
<confirmname yes> |
Never |
|||||||
no |
2 |
<confirmname no> |
Never |
|||||||
repeat |
3 |
<confirmname repeat> |
Never |
|||||||
Actions |
||||||||||
Option |
Condition |
Action |
Transition |
|||||||
yes |
-- |
-- |
goto : na0210_ExitSuccessPrompts_PP |
|||||||
no |
-- |
-- |
||||||||
repeat |
-- |
Prompt : [na0200_out_01] Sure |
Re-Recognition : Reprompt |
|||||||
Recovery Behavior |
||||||||||
Type |
Condition |
Action |
Transition |
|||||||
nomatch 1 |
If name_collect_task=caller OR tkwr OR alternative |
Prompt : [na0200_nm1_01] Let's try again...DID I get your name right? |
Re-Recognition : |
|||||||
nomatch 1 |
Else (name_collect_task=maiden) |
Prompt : [na0200_nm1_02] Let's try again...DID I get your mother's maiden name right? |
Re-Recognition : |
|||||||
nomatch 2 |
If name_collect_task=caller OR tkwr OR alternative |
Prompt : [na0200_nm2_01] Sorry. If I got your name right, press 1. If I got it WRONG, press 2. Or, to hear the name I got AGAIN, press 3. |
Re-Recognition : |
|||||||
nomatch 2 |
Else (name_collect_task=maiden) |
Prompt : [na0200_nm2_02] Sorry. If I got your mother's maiden name right, press 1. If I got it WRONG, press 2. Or, to hear the name I got AGAIN, press 3. |
Re-Recognition : |
|||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
|||||||
nomatch 3 |
^ |
Assign : name_status =failure |
-- |
|||||||
nomatch 3 |
^ |
Prompt : [na0200_nm3_01] Sorry, we seem to be having trouble. |
Return to calling dialog : KnowledgeBasedAuthentication [ka0340_GetCallerName_SD] KnowledgeBasedAuthentication [ka0370_GetCallerNameRetry_SD] |
|||||||
noinput 1 |
If name_collect_task=caller OR tkwr OR alternative |
Prompt : [na0200_ni1_01] If I got your name right, say 'Yes' or press 1. If not, say 'No' or press 2. Or, to hear it again, say 'Repeat That' or press 3. |
Re-Recognition : |
|||||||
noinput 1 |
Else (name_collect_task=maiden) |
Prompt : [na0200_ni1_02] If I got your mother's maiden name right, say 'Yes' or press 1. If not, say 'No' or press 2. Or, to hear it again, say 'Repeat That' or press 3. |
Re-Recognition : |
|||||||
noinput 2 |
If name_collect_task=caller OR tkwr OR alternative |
Prompt : [na0200_ni2_01] Sorry. If I got your name right, press 1. If I got it WRONG, press 2. Or, to hear the name I got AGAIN, press 3. |
Re-Recognition : |
|||||||
noinput 2 |
Else (name_collect_task=maiden) |
Prompt : [na0200_ni2_02] Sorry. If I got your mother's maiden name right, press 1. If I got it WRONG, press 2. Or, to hear the name I got AGAIN, press 3. |
Re-Recognition : |
|||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
|||||||
noinput 3 |
^ |
Assign : name_status =failure |
-- |
|||||||
noinput 3 |
^ |
Prompt : [na0200_ni3_01] Sorry, we seem to be having trouble. |
Return to calling dialog : KnowledgeBasedAuthentication [ka0340_GetCallerName_SD] KnowledgeBasedAuthentication [ka0370_GetCallerNameRetry_SD] |
|||||||
Commands: State-Specific Behavior |
||||||||||
Commands: Disabled Globals |
||||||||||
repeat |
||||||||||
Commands: Confirmations |
||||||||||
Config Parameters |
||||||||||
Parameter |
Value |
|||||||||
-- |
-- |
|||||||||
Developer Notes |
||||||||||
-- |
||||||||||
na0210_ExitSuccessPrompts_PP
Simple Play Prompt |
|
|||||
Informs the caller that the name was successfully collected. |
||||||
Entering From |
||||||
na0130_SayAndSpellLast_DM, na0150_SpellLast_DM, na0200_ConfirmName_DM |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
na0210_out_01 |
Great. Thanks. |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
Assign : name_status =success |
-- |
||||
Always |
-- |
Return to calling dialog : KnowledgeBasedAuthentication [ka0340_GetCallerName_SD] KnowledgeBasedAuthentication [ka0370_GetCallerNameRetry_SD] |
||||
Developer Notes |
||||||
-- |
||||||
na0220_ConfirmationApology_PP
Simple Play Prompt |
|
|||||
Plays an apology message to the caller. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
na0220_out_01 |
Sorry about that. |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
Assign : name_status =failure |
-- |
||||
^ |
Assign : transfer_reason =error |
-- |
||||
Always |
-- |
Return to calling dialog : KnowledgeBasedAuthentication [ka0340_GetCallerName_SD] KnowledgeBasedAuthentication [ka0370_GetCallerNameRetry_SD] |
||||
Developer Notes |
||||||
-- |
||||||
2.11 ReplacementBenefitStatement Dialog
This application allows callers to request a replacement 1099 from the previous year.
rb0110_CurrentYearQuestion_DM
CustomContext Recognition |
|
|||||||||
Determines what year the caller wants the replacement 1099 for. |
||||||||||
Entering From |
||||||||||
Initial Prompts |
||||||||||
Type |
Condition |
Name |
Wording |
|||||||
initial |
Always |
rb0110_ini_01 |
Are you calling to get a replacement '1099' for the... |
|||||||
initial |
If current date is Dec 15-31 |
rb0110_ini_02 |
<current_year> |
|||||||
initial |
Else current date is NOT Dec 15-31 |
rb0110_ini_03 |
<current_year_minus_one> |
|||||||
initial |
Always |
rb0110_ini_04 |
...tax year? |
|||||||
Grammar |
||||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
|||||||
yes, yeah |
1 |
<current_year_question_yesno yes> |
Never |
|||||||
no |
2 |
<current_year_question_yesno no> |
Never |
|||||||
Actions |
||||||||||
Option |
Condition |
Action |
Transition |
|||||||
yes |
If <current_date> is between Dec 15 and Jan 31 |
-- |
goto : rb0130_1099JanuaryEnd_DM |
|||||||
^ |
Else |
Prompt : [rb0110_out_01] All right. |
goto : rb0200_PingHost_DB |
|||||||
no |
Always |
Assign : benefits_statement_transaction_status =previous_year |
-- |
|||||||
^ |
^ |
Prompt : [rb0110_out_02] To get a '1099' for a previous year you'll need to speak with an agent. |
Return to calling dialog : |
|||||||
Recovery Behavior |
||||||||||
Type |
Condition |
Action |
Transition |
|||||||
nomatch 1 |
Always |
Prompt : [rb0110_nm1_01] Let's try again... ARE you calling to get a replacement 1099 for the... |
-- |
|||||||
nomatch 1 |
If current date is Dec 15-31 |
Prompt : [rb0110_nm1_02] <current_year> |
-- |
|||||||
nomatch 1 |
Else if current date is NOT Dec 15 - 31 |
Prompt : [rb0110_nm1_03] <current_year_minus_one> |
-- |
|||||||
nomatch 1 |
Always |
Prompt : [rb0110_nm1_04] ...tax year? |
Re-Recognition : |
|||||||
nomatch 2 |
^ |
Always |
Prompt : [rb0110_nm2_01] Sorry. If you'd like a replacement 1099 for the... |
-- |
||||||
nomatch 2 |
^ |
If current date is Dec 15-31 |
Prompt : [rb0110_nm2_02] <current_year> |
-- |
||||||
nomatch 2 |
^ |
Else if current date is NOT Dec 15 - 31 |
Prompt : [rb0110_nm2_03] <current_year_minus_one> |
-- |
||||||
nomatch 2 |
^ |
Always |
Prompt : [rb0110_nm2_04] ...tax year, press 1. For any OTHER year, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
|||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
|||||||
noinput 1 |
Always |
Prompt : [rb0110_ni1_01] If you're calling to get a replacement 1099 for the... |
-- |
|||||||
noinput 1 |
If current date is Dec 15-31 |
Prompt : [rb0110_ni1_02] <current_year> |
-- |
|||||||
noinput 1 |
Else if current date is NOT Dec 15 - 31 |
Prompt : [rb0110_ni1_03] <current_year_minus_one> |
-- |
|||||||
noinput 1 |
Always |
Prompt : [rb0110_ni1_04] ...tax year, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
|||||||
noinput 2 |
Always |
Prompt : [rb0110_ni2_01] Sorry. If you'd like a replacement 1099 for the... |
-- |
|||||||
noinput 2 |
If current date is Dec 15-31 |
Prompt : [rb0110_ni2_02] <current_year> |
-- |
|||||||
noinput 2 |
Else if current date is NOT Dec 15 - 31 |
Prompt : [rb0110_ni2_03] <current_year_minus_one> |
-- |
|||||||
noinput 2 |
Always |
Prompt : [rb0110_ni2_04] ...tax year, press 1. For any OTHER year, press 2. |
Re-Recognition : |
|||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
|||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
|||||||
Commands: State-Specific Behavior |
||||||||||
Commands: Confirmations |
||||||||||
Config Parameters |
||||||||||
Parameter |
Value |
|||||||||
-- |
-- |
|||||||||
Developer Notes |
||||||||||
-- |
||||||||||
rb0130_1099JanuaryEnd_DM
CustomContext Recognition |
|
||||||||
Advises the caller to continue to wait until the end of January for their 1099. |
|||||||||
Entering From |
|||||||||
rb0200_PingHost_DB, rb0400_SendStatement_DB, rb0110_CurrentYearQuestion_DM |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
rb0130_ini_01 |
Social Security beneficiaries will receive their '1099' statement in the mail by the end of January showing benefits, they received in |
||||||
initial |
If current date is Dec 15-31 |
rb0130_ini_02 |
<current year> |
||||||
initial |
Else |
rb0130_ini_03 |
<current year minus 1> |
||||||
initial |
^ |
rb0130_ini_04 |
<500ms slience> |
||||||
initial |
^ |
rb0130_ini_05 |
Would you like to hear that again? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
no |
2 |
<replacement_statement_end_menu no> |
Never |
||||||
yes |
1 |
<replacement_statement_end_menu yes> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
Always |
Assign : benefits_statement_transaction_status =success |
-- |
||||||
^ |
^ |
Prompt : [rb0130_out_01] Okay. |
Return to calling dialog : |
||||||
yes |
Always |
Prompt : [rb0130_out_02] Sure. |
Re-Recognition : Reprompt |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [rb0130_nm1_01] Let's try again... Would you like to hear that again? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [rb0130_nm2_01] Sorry. To hear about when you can expect your 1099 again, press 1.Otherwise, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [rb0130_ni1_01] If you'd like to hear when you expect to receive your 1099 again, say 'yes' or press 1. If not, say 'no' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [rb0130_ni2_01] Sorry. To hear about when you can expect your 1099 again, press 1.Otherwise, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
rb0200_PingHost_DB
Data Access |
|
||||
Pings the host database to ensure the host is available. |
|||||
Entering From |
|||||
Input parameters |
|||||
Parameter |
Value |
||||
processID |
Which process to pass the request to. Values are: PING, AUTH, INFO, AUTHINFO, MI, ENDSESSION, NONE. |
||||
requestID |
Unique 10 digit ID for the request. 10 zeros, if not used. |
||||
timestamp |
Transaction timestamp. |
||||
version |
Version of the xml schema used. |
||||
Output parameters |
|||||
Variable |
Description |
||||
rb_statusCode |
Possible values that can be returned are: 0000=Success, 0151=System Failure, 0152=Off hour request, 1111=Application is in off season (Dec. 15-Jan. 31) and 7777=Validation failure. |
||||
rb_statusDescription |
Status code text description |
||||
Actions |
|||||
Condition |
Action |
Transition |
|||
If rb_statusCode=0000 (success) |
-- |
goto : rb0300_KBAuthentication_SD |
|||
If rb_statusCode=1111 (off season) |
-- |
goto : rb0130_1099JanuaryEnd_DM |
|||
Else (failure) |
Always |
Assign : benefits_statement_transaction_status =failure |
-- |
||
^ |
If rb_statusCode=0152 (off hours request) |
Prompt : [rb0200_out_01] Sorry, our system is undergoing routine maintenance and I'm unable to access your records at this time. Please try back in the morning. If you'd like to speak with someone... |
Return to calling dialog : |
||
^ |
Else |
Prompt : [rb0200_out_02] Sorry, I'm having trouble getting access to our records... |
Return to calling dialog : |
||
Recovery Behavior |
|||||
Developer Notes |
|||||
-- |
|||||
rb0300_KBAuthentication_SD
Subdialog Call |
|
|||
Sub dialogue call to Knowledge Based Authentication to collect the caller's SSN, first name, last name, other name, and DOB. |
||||
Entering From |
||||
Dialog called |
||||
Proceed to initial node in: KnowledgeBasedAuthentication |
||||
Input parameters |
||||
Parameter |
Value |
|||
-- |
-- |
|||
Output parameters |
||||
Variable |
Subdialog Variable |
|||
-- |
-- |
|||
Actions |
||||
Condition |
Action |
Transition |
||
If kba_transaction_status=success |
-- |
goto : rb0310_FormForSelf_DM |
||
Elseif kba_transaction_status=account_blocked |
Assign : benefits_statement_transaction_status =failure |
Return to calling dialog : |
||
Elseif kba_transaction_status=attestation_declined |
Assign : benefits_statement_transaction_status =failure |
Return to calling dialog : |
||
Else (kba_transaction_status=failure) |
Assign : benefits_statement_transaction_status =failure |
Return to calling dialog : |
||
Recovery Behavior |
||||
Developer Notes |
||||
-- |
||||
rb0310_FormForSelf_DM
CustomContext Recognition |
|
||||||||
Asks the caller if they are calling for their own replacement 1099. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
rb0310_ini_01 |
Do you need a replacement 1099 for YOURSELF? |
||||||
reprompt |
Always |
rb0310_ree_01 |
Are you calling to get a replacement 1099 for yourself? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
no, ?for [someone somebody] else |
2 |
<form_for_self_yesno no> |
Never |
||||||
yes, yeah, (for myself) |
1 |
<form_for_self_yesno yes> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
Always |
-- |
goto : rb0320_PersonLiving_DM |
||||||
yes |
Always |
Prompt : [rb0310_out_01] Just a moment while I process your request... |
goto : rb0400_SendStatement_DB |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [rb0310_nm1_01] Let's try again... Is the replacement 1099 for YOURSELF? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [rb0310_nm2_01] Sorry. If the replacement 1099 is for YOU, press 1. If it's for someone else, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [rb0310_ni1_01] If you need a replacement 1099 for yourself say 'Yes' or press 1. Otherwise, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [rb0310_ni2_01] Sorry. If the replacement 1099 is for YOU, press 1. If it's for someone else, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
rb0320_PersonLiving_DM
CustomContext Recognition |
|
||||||||
Asks the caller if the replacement 1099 is for a person that is alive, after the caller said that the replacement 1099 was for someone else. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
rb0320_ini_01 |
Is the person it's for LIVING? |
||||||
reprompt |
(after repeat or disconfirmation) |
rb0320_ree_01 |
Is the replacement 1099 for a person who's LIVING? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
no, (?they're [dead deceased (not [alive living]) |
2 |
<person_living_yesno no> |
Never |
||||||
yes, yeah, (?they're [living alive]) |
1 |
<person_living_yesno yes> |
Never |
||||||
repeat, repeat that |
9 |
<person_living_yesno repeat> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
Always |
Assign : replacement_statement_deceased =true |
-- |
||||||
^ |
^ |
Prompt : [rb0320_out_01] Okay. |
goto : rb0330_DeceasedSocial_DM |
||||||
yes |
Always |
Assign : benefits_statement_transaction_status =replacement |
-- |
||||||
^ |
^ |
Prompt : [rb0320_out_02] To request a statement for someone else you'll need to speak to an agent. |
Return to calling dialog : |
||||||
repeat |
Always |
Prompt : [rb0320_out_03] Sure. |
Re-Recognition : Reprompt |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [rb0320_nm1_01] Let's try again...Is the person who needs the 1099 ALIVE? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [rb0320_nm2_01] Sorry. If the replacement 1099 is for a person that's LIVING, press 1. If the person's DECEASED, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [rb0320_ni1_01] If the replacement 1099 is for someone that is alive, say 'Yes' or press 1. Otherwise, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [rb0320_ni2_01] Sorry. If the replacement 1099 is for a person that's LIVING, press 1. If the person's DECEASED, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
rb0330_DeceasedSocial_DM
CustomContext Recognition |
|
||||||||
Asks for the deceased person's Social Security number after the caller indicated they are requesting the replacement 1099 for someone that is not alive. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
rb0330_ini_01 |
Please tell me the deceased person's Social Security number, or enter it on your keypad. |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
i don't know it |
1 |
<deceased_ssn_collection dont_know> |
Always |
||||||
<ssn> |
-- |
<deceased_ssn_collection <ssn>> |
Always |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
<ssn> |
Always |
Prompt : [rb0330_out_01] Great. Just a moment while I process your request... |
goto : rb0400_SendStatement_DB |
||||||
dont_know |
Always |
Assign : benefits_statement_transaction_status =replacement |
-- |
||||||
^ |
^ |
Prompt : [rb0330_out_02] If you don't know the Social Security number, you'll need to speak with an agent. |
Return to calling dialog : |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
<ssn> |
Always |
rb0330_cnf_ini_01 |
Just to confirm, that Social Security number is... |
||||||
^ |
Always |
rb0330_cnf_ini_02 |
<ssn> |
||||||
^ |
Always |
rb0330_cnf_ini_03 |
Right? |
||||||
dont_know |
Always |
rb0330_cnf_ini_04 |
Sounds like you don't know their Social Security number. Is that right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [rb0330_nm1_01] Let's try again... Please say or enter the nine-digit Social Security number, one digit at a time, or say 'I Don't Know' or press 1. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [rb0330_nm2_01] Sorry. Enter the deceased person's nine digit Social Security number on your keypad or, if you don't know it, press 1. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [rb0330_ni1_01] If you don't KNOW the person's Social Security number, say 'I Don't Know' or press 1. Otherwise, say or enter the nine-digit Social Security number, one digit at a time. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [rb0330_ni2_01] Sorry. Enter the deceased person's nine digit Social Security number on your keypad or, if you don't know it, press 1. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
rb0400_SendStatement_DB
Data Access |
|
|||
Database hit to process the replacement 1099 request. |
||||
Entering From |
||||
Input parameters |
||||
Parameter |
Value |
|||
processID |
Which process to pass the request to. Values are: PING, AUTH, INFO, AUTHINFO, MI, ENDSESSION, NONE. |
|||
requestID |
Unique 10 digit ID for the request. 10 zeros, if not used. |
|||
timestamp |
Transaction timestamp. |
|||
version |
Version of the xml schema used. |
|||
actionType |
-- |
|||
ui |
Type of user, T for Telephone |
|||
deceasedSSN |
The deceased individual's SSN. Sent only if the caller is requesting a replacement form on the behalf of a deceased person, 9 digits. |
|||
ani |
Caller's 10 digit ANI. All zeros if unavailable. |
|||
Output parameters |
||||
Variable |
Description |
|||
rb_statusCode |
Possible values that can be returned are: 0000=Success, 0108= Cannot match the information provided (unable to authenticate), 0151=System Failure, 0152=Off hour request, 0226=Survivor is not a spouse, parent or child on MBR, 0508=Block Access, 1111=Application is in off season (Dec. 15-Jan. 31), 7777=Validation failure, 8888=Not authenticated/authorized, and 9999=Data is Invalid. |
|||
rb_statusDescription |
Status code text description |
|||
Actions |
||||
Condition |
Action |
Transition |
||
Always (rb_statusCode=0000) |
Prompt : [rb0400_out_01] All set! |
goto : rb0410_SuccessMsg_PP |
||
If rb_statusCode=0226 |
Prompt : [rb0400_out_02] Sorry... |
goto : rb0420_NoRelationshipEnd_DM |
||
If rb_statusCode=1111 |
-- |
goto : rb0130_1099JanuaryEnd_DM |
||
If rb_statusCode=0152 (off hours request) |
Assign : benefits_statement_transaction_status =failure |
-- |
||
^ |
Prompt : [rb0400_out_03] Sorry, our system is undergoing routine maintenance and I'm unable to access your records at this time. Please try back in the morning. If you'd like to speak with someone... |
Return to calling dialog : |
||
Else |
Assign : benefits_statement_transaction_status =failure |
-- |
||
^ |
Prompt : [rb0400_out_04] I'm having trouble submitting your request... |
Return to calling dialog : |
||
Recovery Behavior |
||||
Developer Notes |
||||
-- |
||||
rb0410_SuccessMsg_PP
Simple Play Prompt |
|
|||||
Informs the caller the replacement 1099 was processed successfully and when it should be expected. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
If replacement_statement_deceased=true |
rb0410_out_01 |
The deceased's replacement 1099 for |
|||
initial |
Else (replacement_statement_deceased=false) |
rb0410_out_02 |
Your replacement 1099 for |
|||
initial |
Always |
rb0410_out_03 |
<current year minus one> |
|||
initial |
If replacement_statement_deceased=true |
rb0410_out_04 |
will be sent to YOUR address on record. If you live in the United States, you should receive it by |
|||
initial |
Else |
rb0410_out_05 |
will be sent to the address we have on record for you. If you live in the United States or a U.S. territory, you should receive it by |
|||
initial |
Always |
rb0410_out_06 |
<current date + 14 days> |
|||
initial |
^ |
rb0410_out_07 |
Otherwise, if you live outside the United States, you should receive it by |
|||
initial |
^ |
rb0410_out_08 |
<current date + 40 days> |
|||
initial |
^ |
rb0410_out_09 |
If you haven't received it by then, please call us back. |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
-- |
|||||
Developer Notes |
||||||
-- |
||||||
rb0420_NoRelationshipEnd_DM
CustomContext Recognition |
|
||||||||
Upon a relationship mismatch (of caller and deceased person) the caller will be told they need to contact a Social Security field office and be given the option to locate an office in their area. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
rb0420_ini_01 |
You'll need to submit your request in writing to a Social Security field office. Would you like to find an office now? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes, yeah |
1 |
<no_relationship_end_menu yes> |
Never |
||||||
no, no thanks |
2 |
<no_relationship_end_menu no> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
yes |
Always |
Assign : benefits_statement_transaction_status =field_office |
-- |
||||||
^ |
^ |
Prompt : [rb0420_out_01] Okay. |
Return to calling dialog : |
||||||
no |
Always |
Assign : benefits_statement_transaction_status =success |
-- |
||||||
^ |
^ |
Prompt : [rb0420_out_02] Okay. |
Return to calling dialog : |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [rb0420_nm1_01] Let's try again... Do you want to find a Social Security field office now? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [rb0420_nm2_01] Sorry. You'll need to submit your request for a replacement 1099 in writing to a Social Security field office. To find the mailing address of an office in your area, press 1. For help with anything else, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [rb0420_ni1_01] Let's try again... Do you want to find a Social Security field office now? |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [rb0420_ni2_01] Sorry. You'll need to submit your request for a replacement 1099 in writing to a Social Security field office. To find the mailing address of an office in your area, press 1. For help with anything else, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
rb0440_BenefitsStatementEndMenu_DM
CustomContext Recognition |
|
||||||||
Caller is given the option to hear the success message again. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
rb0440_ini_01 |
Now, would you like to hear that again? |
||||||
reprompt |
(after repeat) |
rb0440_ree_01 |
Would you like to hear that again? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes |
1 |
<benefits_statement_end_menu yes> |
Never |
||||||
no |
2 |
<benefits_statement_end_menu no> |
Never |
||||||
repeat, repeat that |
9 |
<benefits_statement_end_menu repeat> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
no |
Always |
Assign : benefits_statement_transaction_status =success |
-- |
||||||
^ |
^ |
Prompt : [rb0440_out_01] All right. |
Return to calling dialog : |
||||||
yes |
Always |
Prompt : [rb0440_out_02] Sure. |
goto : rb0410_SuccessMsg_PP |
||||||
repeat |
Always |
Prompt : [rb0440_out_03] Sure. |
Re-Recognition : Reprompt |
||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [rb0440_nm1_01] Let's try again... Would you like to hear when you can expect to receive the 1099 AGAIN? |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [rb0440_nm2_01] Sorry. I've processed your request for a replacement 1099. If you'd like to hear the details about when to expect it in the mail AGAIN, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : benefits_statement_transaction_status =success |
-- |
||||||
nomatch 3 |
^ |
Prompt : [rb0440_nm3_01] Sorry. Let's keep going... |
Return to calling dialog : |
||||||
noinput 1 |
Always |
Prompt : [rb0440_ni1_01] If you'd like to hear when you can expect to receive the replacement 1099 AGAIN, say 'yes' or press 1. If not, say 'no' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [rb0440_ni2_01] Sorry. I've processed your request for a replacement 1099. If you'd like to hear the details about when to expect it in the mail AGAIN, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : benefits_statement_transaction_status =success |
-- |
||||||
noinput 3 |
^ |
Prompt : [rb0440_ni3_01] Let's keep going... |
Return to calling dialog : |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
__Maxnoinputs |
0 |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
This application allows callers to order Social Security forms (SS-5, SSA-1020, and SSA-7004) and pamphlets.
tr0105_PlayTransIntro_PP
Simple Play Prompt |
|
|||||
Plays an introduction and prepares the caller for the information that will need to be collected in subsequent states (message is specific to caller's task, specified before entering this module). |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
If current_task=transcription_pamphlet |
tr0105_out_01 |
There are several pamphlet topics to choose from. I'll take you through the list and you can select the ones you want. To skip ahead to the next topic, just say 'Skip Topic'. To hear it again, say 'Repeat That.' Or, for more information about a topic, say 'Help'. And, at any time, you can say 'I'm Done' and I'll take you back to the Main Menu. |
|||
initial |
Elseif current_task=transcription_ss5 |
tr0105_out_02 |
To begin, we'll need to get the address that the form will be mailed to. |
|||
initial |
Elseif current_task=transcription_7004 |
tr0105_out_03 |
To request a Social Security Statement, or to calculate your benefits using a different estimate of future earnings, you'll need to fill out form 'S S A 7004.' We can send you the form in the mail. To do that, I need to get some information from you first. |
|||
initial |
Else (current_task=transcription_1020) |
tr0105_out_04 |
To do that, I need to get some information from you first. |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
If current_task=transcription_pamphlet |
-- |
goto : tr0310_UnderstandingSS_DM |
||||
Elseif current_task=transcription_ss5 |
-- |
goto : tr0110_ReverseANILookup_DB |
||||
Elseif current_task=transcription_7004 |
-- |
goto : tr0110_ReverseANILookup_DB |
||||
Else (current_task=transcription_1020) |
-- |
goto : tr0110_ReverseANILookup_DB |
||||
Developer Notes |
||||||
-- |
||||||
tr0110_ReverseANILookup_DB
Data Access |
|
|||
Database hit to determine if address can be found using the ANI. |
||||
Entering From |
||||
Input parameters |
||||
Parameter |
Value |
|||
ani |
-- |
|||
Output parameters |
||||
Variable |
Description |
|||
tr_firstName |
-- |
|||
tr_lastName |
-- |
|||
tr_streetAddress |
-- |
|||
tr_city |
-- |
|||
tr_state |
-- |
|||
tr_zipCode |
-- |
|||
Actions |
||||
Condition |
Action |
Transition |
||
If address_returned=true |
-- |
goto : tr0120_ConfirmAddress_DM |
||
Else if address_returned=false |
-- |
|||
Recovery Behavior |
||||
Developer Notes |
||||
-- |
||||
tr0120_ConfirmAddress_DM
CustomContext Recognition |
|
||||||||||
If address was found in the previous state, the caller is provided the address associated with the ANI and asked if this is where they would like their form/pamphlet to go. |
|||||||||||
Entering From |
|||||||||||
Initial Prompts |
|||||||||||
Type |
Condition |
Name |
Wording |
||||||||
initial |
Always |
tr0120_ini_01 |
It looks like the address for this telephone number is... |
||||||||
initial |
^ |
TTS Prompt : [tr0120_ini_02] |
[street address only] |
||||||||
initial |
^ |
tr0120_ini_03 |
<1000ms slience> |
||||||||
initial |
If current_task=transcription_pamphlet |
If pamphlet_get_number=1 |
tr0120_ini_04 |
Is that where you'd like me to send your pamphlet? |
|||||||
initial |
^ |
Else |
tr0120_ini_05 |
Is that where you'd like me to send your pamphlets? |
|||||||
initial |
Else |
tr0120_ini_06 |
Is that where you'd like me to send your form? |
||||||||
Grammar |
|||||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||||
yes |
1 |
<tr_confirm_address_yesno yes> |
Never |
||||||||
no, (somewhere else), (different address) |
2 |
<tr_confirm_address_yesno no> |
Never |
||||||||
Actions |
|||||||||||
Option |
Condition |
Action |
Transition |
||||||||
no |
Always |
Prompt : [tr0120_out_01] Okay. |
|||||||||
yes |
Always |
Assign : transcription_address =[address] |
-- |
||||||||
^ |
If current_task=transcription_pamphlet |
Prompt : [tr0120_out_02] Okay. Just a moment while I submit this request.... |
goto : tr0210_SubmitRequest_DB |
||||||||
^ |
Else |
-- |
goto : tr0200_AskHowManyForms_DM |
||||||||
Recovery Behavior |
|||||||||||
Type |
Condition |
Action |
Transition |
||||||||
nomatch 1 |
If current_task=transcription_pamphlet |
If pamphlet_get_number=1 |
Prompt : [tr0120_nm1_01] Let's try again... IS where you'd like me to send the pamphlet? |
Re-Recognition : |
|||||||
nomatch 1 |
^ |
Else |
Prompt : [tr0120_nm1_02] Let's try again... IS where you'd like me to send the pamphlets? |
Re-Recognition : |
|||||||
nomatch 1 |
Else |
Always |
Prompt : [tr0120_nm1_03] Let's try again... IS where you'd like me to send the form? |
Re-Recognition : |
|||||||
nomatch 2 |
Always |
Prompt : [tr0120_nm2_01] Sorry. The address for this telephone number is... |
Re-Recognition : |
||||||||
nomatch 2 |
^ |
Prompt : [tr0120_nm2_02] <address> |
Re-Recognition : |
||||||||
nomatch 2 |
^ |
Prompt : [tr0120_nm2_03] If that's where you'd like me to send your order, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||||
noinput 1 |
If current_task=transcription_pamphlet |
If pamphlet_get_number=1 |
Prompt : [tr0120_ni1_01] If that's the address where you'd like me to send the pamphlet, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
|||||||
noinput 1 |
^ |
Else |
Prompt : [tr0120_ni1_02] If that's the address where you'd like me to send the pamphlets, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
|||||||
noinput 1 |
Else |
Always |
Prompt : [tr0120_ni1_03] If that's the address where you'd like me to send the form, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
|||||||
noinput 2 |
Always |
Prompt : [tr0120_ni2_01] Sorry. The address for this telephone number is... |
Re-Recognition : |
||||||||
noinput 2 |
^ |
Prompt : [tr0120_ni2_02] <address> |
Re-Recognition : |
||||||||
noinput 2 |
^ |
Prompt : [tr0120_ni2_03] If that's where you'd like me to send your order, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||||
Commands: State-Specific Behavior |
|||||||||||
Commands: Confirmations |
|||||||||||
Config Parameters |
|||||||||||
Parameter |
Value |
||||||||||
-- |
-- |
||||||||||
Developer Notes |
|||||||||||
NOTE: when confirming the address, we read back the street address only - e.g. 123 main street - excluding city, state, and zip code |
|||||||||||
tr0130_SetAddressParameters_DS
Decision |
|
||
Sets parameter values that are needed by the AddressOSDM dialog. |
|||
Entering From |
|||
Actions |
|||
Condition |
Action |
Transition |
|
Always |
Comment : set parameters before entering AddressOSDM |
-- |
|
^ |
Assign : collectaddress_entryprompt ='empty' |
-- |
|
^ |
Assign : collectaddress_collectedzipcode ='FALSE' |
-- |
|
^ |
Assign : collectaddress_overallconfirmation ='ALWAYS' |
-- |
|
^ |
Assign : collectaddress_collectfortranscription ='FALSE' |
-- |
|
^ |
Assign : collectaddress_ziplookuperrorprompt =default_address_ziplookuperrorprompt |
-- |
|
^ |
Assign : collectaddress_citystatelookuperrorprompt =default_address_citystatelookuperrorprompt |
-- |
|
^ |
Assign : collectaddress_exitsuccessprompt =default_address_exitsuccessprompt |
-- |
|
^ |
-- |
goto : tr0140_AddressOSDM_SD |
|
Developer Notes |
|||
-- |
|||
tr0140_AddressOSDM_SD
Subdialog Call |
|
||||
Sub dialogue call to the AddressOSDM to collect the caller's address. |
|||||
Entering From |
|||||
Dialog called |
|||||
Proceed to initial node in: AddressOSDM |
|||||
Input parameters |
|||||
Parameter |
Value |
||||
-- |
-- |
||||
Output parameters |
|||||
Variable |
Subdialog Variable |
||||
-- |
-- |
||||
Actions |
|||||
Condition |
Action |
Transition |
|||
Success |
Always |
Assign : transcription_address =[address] |
-- |
||
^ |
If current_task=transcription_pamphlet |
-- |
goto : tr0210_SubmitRequest_DB |
||
^ |
Else |
-- |
goto : tr0200_AskHowManyForms_DM |
||
Failure |
Assign : transcription_transaction_status =failure |
-- |
|||
^ |
Prompt : [tr0140_out_01] I won't be able to go on without your address. |
Return to calling dialog : |
|||
Recovery Behavior |
|||||
Developer Notes |
|||||
-- |
|||||
tr0200_AskHowManyForms_DM
CustomContext Recognition |
|
||||||||
Asks the caller how many forms they would like sent to them. They can not order more than 10 forms. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
tr0200_ini_01 |
And how many copies of the form would you like? |
||||||
reprompt |
(after repeat or disconfirmation) |
tr0200_ree_01 |
HOW many forms would you like? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
nine |
9 |
<tr_how_many_forms_menu 9> |
If Necessary |
||||||
eight |
8 |
<tr_how_many_forms_menu 8> |
If Necessary |
||||||
seven |
7 |
<tr_how_many_forms_menu 7> |
If Necessary |
||||||
six |
6 |
<tr_how_many_forms_menu 6> |
If Necessary |
||||||
five |
5 |
<tr_how_many_forms_menu 5> |
If Necessary |
||||||
four |
4 |
<tr_how_many_forms_menu 4> |
If Necessary |
||||||
three |
3 |
<tr_how_many_forms_menu 3> |
If Necessary |
||||||
two |
2 |
<tr_how_many_forms_menu 2> |
If Necessary |
||||||
one |
1 |
<tr_how_many_forms_menu 1> |
If Necessary |
||||||
eleven, twelve, thirteen, fourteen, fifteen |
11, 12, 13, 14, 15 |
<tr_how_many_forms_menu > |
Never |
||||||
ten |
10 |
<tr_how_many_forms_menu 10> |
If Necessary |
||||||
repeat, repeat that |
-- |
<tr_how_many_forms_menu repeat> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
over_10 (11, 12, 13, 14, or 15) |
Always |
Assign : transcription_form_quantity =10 |
-- |
||||||
^ |
^ |
Prompt : [tr0200_out_01] The most I can send is ten copies, but I'll go ahead and send the maximum. Just a moment while I submit this request... |
goto : tr0210_SubmitRequest_DB |
||||||
Else (<number> under_10) |
Always |
Assign : transcription_form_quantity =<number> |
-- |
||||||
^ |
^ |
Prompt : [tr0200_out_02] Okay, just a moment while I submit that request... |
goto : tr0210_SubmitRequest_DB |
||||||
repeat |
Always |
Prompt : [tr0200_out_03] Sure. |
Re-Recognition : Reprompt |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
<number> |
Always |
tr0200_cnf_ini_01 |
You'd like us to send... |
||||||
^ |
^ |
tr0200_cnf_ini_02 |
[number_forms] |
||||||
^ |
If >1 |
tr0200_cnf_ini_03 |
... copies. Right? |
||||||
^ |
Else (= 1) |
tr0200_cnf_ini_04 |
... copy. Right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
Always |
Prompt : [tr0200_nm1_01] Let's try again... The most I can send it ten copies. Please say or enter the number of copies you'd like me to send you. |
Re-Recognition : |
||||||
nomatch 2 |
^ |
Prompt : [tr0200_nm2_01] Sorry. I can send you up to 10 copies of the form. Enter the number of copies you'd like on your keypad. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
^ |
Prompt : [tr0200_ni1_01] The most I can send is ten copies. Please say or enter the number of copies you'd like me to send you. |
Re-Recognition : |
||||||
noinput 2 |
^ |
Prompt : [tr0200_ni2_01] Sorry. I can send you up to 10 copies of the form. Enter the number of copies you'd like on your keypad. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
The grammar is constrained to only accept 11 through 15 as 'over_10'; anything else will get an error and hear no match 1. |
|||||||||
tr0210_SubmitRequest_DB
Data Access |
|
|||
Database call to submit form/pamphlet request. |
||||
Entering From |
||||
tr0120_ConfirmAddress_DM, tr0140_AddressOSDM_SD, tr0200_AskHowManyForms_DM |
||||
Input parameters |
||||
Parameter |
Value |
|||
-- |
-- |
|||
Output parameters |
||||
Variable |
Description |
|||
-- |
-- |
|||
Actions |
||||
Condition |
Action |
Transition |
||
Success |
Prompt : [tr0210_out_01] All set! |
goto : tr0220_SuccessMsg_PP |
||
Failure |
-- |
goto : tr0240_FailureMsg_PP |
||
Recovery Behavior |
||||
Developer Notes |
||||
-- |
||||
tr0220_SuccessMsg_PP
Simple Play Prompt |
|
||||||
Informs the caller that their order was successful and gives an estimate of when they should recieve their forms or pamphlets. |
|||||||
Entering From |
|||||||
Initial Prompts |
|||||||
Type |
Condition |
Name |
Wording |
||||
initial |
If current_task=transcription_pamphlet |
If pamphlet_get_number=1 |
tr0220_out_01 |
I've put your order through and you should receive the pamphlet: |
|||
initial |
^ |
Else (pamphlet_get_number>1) |
tr0220_out_02 |
I've put your order through and you should receive the pamphlets: |
|||
initial |
^ |
If pamphlet_get_understanding_ss=true |
tr0220_out_03 |
Understanding Social Security |
|||
initial |
^ |
If pamphlet_get_retirement_benefits=true |
tr0220_out_04 |
Retirement Benefits |
|||
initial |
^ |
If pamphlet_get_disability_benefits=true |
tr0220_out_05 |
Disability Benefits |
|||
initial |
^ |
If pamphlet_get_survivor_benefits=true |
tr0220_out_06 |
Survivor Benefits |
|||
initial |
^ |
If pamphlet_get_work_affects_benefits=true |
tr0220_out_07 |
How Work Affects Benefits |
|||
initial |
^ |
If pamphlet_get_disabled_children_benefits=true |
tr0220_out_08 |
Benefits For Children With Disabilities |
|||
initial |
^ |
If pamphlet_get_woman_ss=true |
tr0220_out_09 |
What Every Woman Should Know About Social Security |
|||
initial |
^ |
Always |
tr0220_out_10 |
... in the mail within 2 weeks. Now, if you're finished, feel free to hang up. Otherwise... |
|||
initial |
Else |
Always |
tr0220_out_11 |
I've put this through and you should receive form... |
|||
initial |
^ |
Elseif current_task=transcription_ss5 |
tr0220_out_12 |
...S S 5... |
|||
initial |
^ |
Elseif current_task=transcription_7004 |
tr0220_out_13 |
...S S A 7 0 0 4... |
|||
initial |
^ |
Else (current_task=transcription_1020) |
tr0220_out_14 |
...S S A 1 0 2 0... |
|||
initial |
^ |
Always |
tr0220_out_15 |
...along with instructions, in the mail within 2 weeks. Now, if you're finished, feel free to hang up. Otherwise,... |
|||
Actions |
|||||||
Condition |
Action |
Transition |
|||||
Always |
Assign : transcription_transaction_status =success |
-- |
|||||
Always |
-- |
Return to calling dialog : |
|||||
Developer Notes |
|||||||
-- |
|||||||
tr0240_FailureMsg_PP
Simple Play Prompt |
|
|||||
Informs the caller that their request was not processed before transferring to an agent. |
||||||
Entering From |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
Always |
tr0240_out_01 |
Sorry. I wasn't able to process your request. |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
Always |
Assign : transcription_transaction_status =failure |
-- |
||||
Always |
-- |
Return to calling dialog : |
||||
Developer Notes |
||||||
-- |
||||||
tr0310_UnderstandingSS_DM
YesNo Recognition |
|
||||||||
Asks the caller if they want the 'Understanding Social Security' pamphlet. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
tr0310_ini_01 |
Now, to get started, do you want the pamphlet on 'Understanding Social Security'? |
||||||
reprompt |
(after repeat or disconfirmation or if pamphlets_first_time = false) |
tr0310_ree_01 |
Do you want the pamphlet on 'Understanding Social Security'? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes |
1 |
<tr_get_pamphlet_menu yes> |
Never |
||||||
no |
2 |
<tr_get_pamphlet_menu no> |
Never |
||||||
skip |
3 |
<tr_get_pamphlet_menu skip> |
If Necessary |
||||||
i'm finished, i'm done |
4 |
<tr_get_pamphlet_menu finished> |
If Necessary |
||||||
repeat, repeat that |
9 |
<tr_get_pamphlet_menu repeat> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
Always |
-- |
Assign : next_pamphlet =retirement_benefits |
-- |
||||||
no |
If pamphlets_first_time=true |
-- |
goto : tr0320_RetirementBenefits_DM |
||||||
^ |
Else |
Prompt : [tr0310_out_01] Okay. |
goto : tr0540_MoreChoices_DM |
||||||
yes |
Always |
Assign : pamphlet_get_understanding_ss =true |
-- |
||||||
^ |
^ |
Assign : pamphlet_get_number =increment+1 |
-- |
||||||
^ |
^ |
Prompt : [tr0310_out_02] All right. |
goto : tr0540_MoreChoices_DM |
||||||
skip |
Always |
-- |
goto : tr0320_RetirementBenefits_DM |
||||||
finished |
Always |
Assign : pamphlet_finished =true |
-- |
||||||
^ |
^ |
Prompt : [tr0310_out_03] Okay. |
goto : tr0550_ConcludeChoices_PP |
||||||
repeat |
Always |
Prompt : [tr0310_out_04] Sure. |
Re-Recognition : Reprompt |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
skip |
Always |
tr0310_cnf_ini_01 |
You'd like to skip to the next topic, right? |
||||||
finished |
Always |
tr0310_cnf_ini_02 |
Sounds like you're finished. Is that right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
-- |
Prompt : [tr0310_nm1_01] Let's try again... Do you want the pamphlet on 'Understanding Social Security?' |
Re-Recognition : |
||||||
nomatch 2 |
-- |
Prompt : [tr0310_nm2_01] Sorry. If you'd like me to send the pamphlet about 'Understanding Social Security', press 1. If not, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
-- |
Prompt : [tr0310_ni1_01] If you want the pamphlet on 'Understanding Social Security', say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
-- |
Prompt : [tr0310_ni2_01] Sorry. If you'd like me to send the pamphlet about 'Understanding Social Security', press 1. If not, press . |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
tr0320_RetirementBenefits_DM
YesNo Recognition |
|
||||||||
Asks the caller if they want the 'Retirement Benefits' pamphlet. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
tr0320_ini_01 |
Next, do you want the pamphlet on 'Retirement Benefits'? |
||||||
reprompt |
(after repeat or disconfirmation or if pamphlets_first_time = false) |
tr0320_ree_01 |
Do you want the pamphlet on 'Retirement Benefits'? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes |
1 |
<tr_get_pamphlet_menu yes> |
Never |
||||||
no |
2 |
<tr_get_pamphlet_menu no> |
Never |
||||||
skip |
3 |
<tr_get_pamphlet_menu skip> |
If Necessary |
||||||
i'm finished, i'm done |
4 |
<tr_get_pamphlet_menu finished> |
If Necessary |
||||||
repeat, repeat that |
9 |
<tr_get_pamphlet_menu repeat> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
Always |
-- |
Assign : next_pamphlet =disability_benefits |
-- |
||||||
no |
If pamphlets_first_time=true |
-- |
goto : tr0330_DisabilityBenefits_DM |
||||||
^ |
Else |
Prompt : [tr0320_out_01] Okay. |
goto : tr0540_MoreChoices_DM |
||||||
yes |
Always |
Assign : pamphlet_get_retirement_benefits =true |
-- |
||||||
^ |
^ |
Assign : pamphlet_get_number =increment=1 |
-- |
||||||
^ |
^ |
Prompt : [tr0320_out_02] All right. |
goto : tr0540_MoreChoices_DM |
||||||
skip |
Always |
-- |
goto : tr0330_DisabilityBenefits_DM |
||||||
finished |
Always |
Assign : pamphlet_finished =true |
-- |
||||||
^ |
^ |
Prompt : [tr0320_out_03] Okay. |
goto : tr0550_ConcludeChoices_PP |
||||||
repeat |
Always |
Prompt : [tr0320_out_04] Sure. |
Re-Recognition : Reprompt |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
skip |
Always |
tr0320_cnf_ini_01 |
You'd like to skip to the next topic, right? |
||||||
finished |
Always |
tr0320_cnf_ini_02 |
Sounds like you're finished. Is that right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
-- |
Prompt : [tr0320_nm1_01] Let's try again... Do you want the pamphlet on 'Retirement Benefits?' |
Re-Recognition : |
||||||
nomatch 2 |
-- |
Prompt : [tr0320_nm2_01] Sorry. If you'd like me to send the pamphlet about 'Retirement Benefits,' press 1. If not, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
-- |
Prompt : [tr0320_ni1_01] If you want the pamphlet on 'Retirement Benefits', say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
-- |
Prompt : [tr0320_ni2_01] Sorry. If you'd like me to send the pamphlet about 'Retirement Benefits,' press 1. If not, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
tr0330_DisabilityBenefits_DM
YesNo Recognition |
|
||||||||
Asks the caller if they want the 'Disability Benefits' pamphlet. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
tr0330_ini_01 |
Do you want the pamphlet on 'Disability Benefits?' |
||||||
reprompt |
(after repeat or disconfirmation or if pamphlets_first_time = false) |
tr0330_ree_01 |
Do you want the pamphlet on 'Disability Benefits'? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes |
1 |
<tr_get_pamphlet_menu yes> |
Never |
||||||
no |
2 |
<tr_get_pamphlet_menu no> |
Never |
||||||
skip |
3 |
<tr_get_pamphlet_menu skip> |
If Necessary |
||||||
i'm finished, i'm done |
4 |
<tr_get_pamphlet_menu finished> |
If Necessary |
||||||
repeat, repeat that |
9 |
<tr_get_pamphlet_menu repeat> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
Always |
-- |
Assign : next_pamphlet =survivor_benefits |
-- |
||||||
no |
If pamphlets_first_time=true |
-- |
goto : tr0340_SurvivorBenefits_DM |
||||||
^ |
Else |
Prompt : [tr0330_out_01] Okay. |
goto : tr0540_MoreChoices_DM |
||||||
yes |
Always |
Assign : pamphlet_get_disability_benefits =true |
-- |
||||||
^ |
^ |
Assign : pamphlet_get_number =increment+1 |
-- |
||||||
^ |
^ |
Prompt : [tr0330_out_02] All right. |
goto : tr0540_MoreChoices_DM |
||||||
skip |
Always |
-- |
goto : tr0340_SurvivorBenefits_DM |
||||||
finished |
Always |
Assign : pamphlet_finished =true |
-- |
||||||
^ |
^ |
Prompt : [tr0330_out_03] Okay. |
goto : tr0550_ConcludeChoices_PP |
||||||
repeat |
Always |
Prompt : [tr0330_out_04] Sure. |
Re-Recognition : Reprompt |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
skip |
Always |
tr0330_cnf_ini_01 |
You'd like to skip to the next topic, right? |
||||||
finished |
Always |
tr0330_cnf_ini_02 |
Sounds like you're finished. Is that right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
-- |
Prompt : [tr0330_nm1_01] Let's try again... Do you want the pamphlet on 'Disability Benefits?' |
Re-Recognition : |
||||||
nomatch 2 |
-- |
Prompt : [tr0330_nm2_01] Sorry. If you'd like me to send the pamphlet about 'Disability Benefits,' press 1. If not, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
-- |
Prompt : [tr0330_ni1_01] If you want the pamphlet on 'Disability Benefits', say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
-- |
Prompt : [tr0330_ni2_01] Sorry. If you'd like me to send the pamphlet about 'Disability Benefits,' press 1. If not, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
tr0340_SurvivorBenefits_DM
YesNo Recognition |
|
||||||||
Asks the caller if they want the 'Survivor's Benefits' pamphlet. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
tr0340_ini_01 |
Next, Do you want the pamphlet on 'Survivor's Benefits?' |
||||||
reprompt |
(after repeat or disconfirmation or if pamphlets_first_time = false) |
tr0340_ree_01 |
Do you want the pamphlet on 'Survivor's Benefits'? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes |
1 |
<tr_get_pamphlet_menu yes> |
Never |
||||||
no |
2 |
<tr_get_pamphlet_menu no> |
Never |
||||||
skip |
3 |
<tr_get_pamphlet_menu skip> |
If Necessary |
||||||
i'm finished, i'm done |
4 |
<tr_get_pamphlet_menu finished> |
If Necessary |
||||||
repeat, repeat that |
9 |
<tr_get_pamphlet_menu repeat> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
Always |
-- |
Assign : next_pamphlet =work_affects_benefits |
-- |
||||||
no |
If pamphlets_first_time=true |
-- |
|||||||
^ |
Else |
Prompt : [tr0340_out_01] Okay. |
goto : tr0540_MoreChoices_DM |
||||||
yes |
Always |
Assign : pamphlet_get_survivor_benefits =true |
-- |
||||||
^ |
^ |
Assign : pamphlet_get_number =increment+1 |
-- |
||||||
^ |
^ |
Prompt : [tr0340_out_02] All right. |
goto : tr0540_MoreChoices_DM |
||||||
skip |
Always |
-- |
|||||||
finished |
Always |
Assign : pamphlet_finished =true |
-- |
||||||
^ |
^ |
Prompt : [tr0340_out_03] Okay. |
goto : tr0550_ConcludeChoices_PP |
||||||
repeat |
Always |
Prompt : [tr0340_out_04] Sure. |
Re-Recognition : Reprompt |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
skip |
Always |
tr0340_cnf_ini_01 |
You'd like to skip to the next topic, right? |
||||||
finished |
Always |
tr0340_cnf_ini_02 |
Sounds like you're finished. Is that right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
-- |
Prompt : [tr0340_nm1_01] Let's try again... Do you want the pamphlet on 'Survivor Benefits?' |
Re-Recognition : |
||||||
nomatch 2 |
-- |
Prompt : [tr0340_nm2_01] Sorry. If you'd like me to send the pamphlet about 'Survivor Benefits,' press 1. If not, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
-- |
Prompt : [tr0340_ni1_01] If you want the pamphlet on 'Survivor Benefits', say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
-- |
Prompt : [tr0340_ni2_01] Sorry. If you'd like me to send the pamphlet about 'Survivor Benefits,' press 1. If not, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
tr0410_WorkAffectsBenefits_DM
YesNo Recognition |
|
||||||||
Asks the caller if they want the 'How Work Affects Benefits' pamphlet. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
tr0410_ini_01 |
Do you want the pamphlet on 'How Work Affects Benefits'? |
||||||
reprompt |
(after repeat or disconfirmation or if pamphlets_first_time = false) |
tr0410_ree_01 |
Do you want the pamphlet on 'How Work Affects Benefits'? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes |
1 |
<tr_get_pamphlet_menu yes> |
Never |
||||||
no |
2 |
<tr_get_pamphlet_menu no> |
Never |
||||||
skip |
3 |
<tr_get_pamphlet_menu skip> |
If Necessary |
||||||
i'm finished, i'm done |
4 |
<tr_get_pamphlet_menu finished> |
If Necessary |
||||||
repeat, repeat that |
9 |
<tr_get_pamphlet_menu repeat> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
Always |
-- |
Assign : next_pamphlet =disabled_children_benefits |
-- |
||||||
no |
If pamphlets_first_time=true |
-- |
|||||||
^ |
Else |
Prompt : [tr0410_out_01] Okay. |
goto : tr0540_MoreChoices_DM |
||||||
yes |
Always |
Assign : pamphlet_get_work_affects_benefits =true |
-- |
||||||
^ |
^ |
Assign : pamphlet_get_number =increment+1 |
-- |
||||||
^ |
^ |
Prompt : [tr0410_out_02] All right. |
goto : tr0540_MoreChoices_DM |
||||||
skip |
Always |
-- |
|||||||
finished |
Always |
Assign : pamphlet_finished =true |
-- |
||||||
^ |
^ |
Prompt : [tr0410_out_03] Okay. |
goto : tr0550_ConcludeChoices_PP |
||||||
repeat |
Always |
Prompt : [tr0410_out_04] Sure. |
Re-Recognition : Reprompt |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
skip |
Always |
tr0410_cnf_ini_01 |
You'd like to skip to the next topic, right? |
||||||
finished |
Always |
tr0410_cnf_ini_02 |
Sounds like you're finished. Is that right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
-- |
Prompt : [tr0410_nm1_01] Let's try again... Do you want the pamphlet on 'How Work Affects Benefits?' |
Re-Recognition : |
||||||
nomatch 2 |
-- |
Prompt : [tr0410_nm2_01] Sorry. If you'd like me to send the pamphlet about 'How Work Affects Benefits,' press 1. If not, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
-- |
Prompt : [tr0410_ni1_01] If you want the pamphlet on 'How Work Affects Benefits,' say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
-- |
Prompt : [tr0410_ni2_01] Sorry. If you'd like me to send the pamphlet about 'How Work Affects Benefits,' press 1. If not, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
tr0420_DisabledChildrenBenefits_DM
YesNo Recognition |
|
||||||||
Asks the caller if they want the 'Benefits for Children with Disabilities' pamphlet. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
tr0420_ini_01 |
Next. Do you want the pamphlet on 'Benefits for Children with Disabilities'? |
||||||
reprompt |
(after repeat or disconfirmation or if pamphlets_first_time = false) |
tr0420_ree_01 |
Do you want the pamphlet on 'Benefits for Children with Disabilities'? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes |
1 |
<tr_get_pamphlet_menu yes> |
Never |
||||||
no |
2 |
<tr_get_pamphlet_menu no> |
Never |
||||||
skip |
3 |
<tr_get_pamphlet_menu skip> |
If Necessary |
||||||
i'm finished, i'm done |
4 |
<tr_get_pamphlet_menu finished> |
If Necessary |
||||||
repeat, repeat that |
9 |
<tr_get_pamphlet_menu repeat> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
Always |
-- |
Assign : next_pamphlet =woman_ss |
-- |
||||||
no |
If pamphlets_first_time=true |
-- |
goto : tr0430_WomanSS_DM |
||||||
^ |
Else |
Prompt : [tr0420_out_01] Okay. |
goto : tr0540_MoreChoices_DM |
||||||
yes |
Always |
Assign : pamphlet_get_disabled_children_benefits =true |
-- |
||||||
^ |
^ |
Assign : pamphlet_get_number =increment+1 |
-- |
||||||
^ |
^ |
Prompt : [tr0420_out_02] All right. |
goto : tr0540_MoreChoices_DM |
||||||
skip |
Always |
-- |
goto : tr0430_WomanSS_DM |
||||||
finished |
Always |
Assign : pamphlet_finished =true |
-- |
||||||
^ |
^ |
Prompt : [tr0420_out_03] Okay. |
goto : tr0550_ConcludeChoices_PP |
||||||
repeat |
Always |
Prompt : [tr0420_out_04] Sure. |
Re-Recognition : Reprompt |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
skip |
Always |
tr0420_cnf_ini_01 |
You'd like to skip to the next topic, right? |
||||||
finished |
Always |
tr0420_cnf_ini_02 |
Sounds like you're finished. Is that right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
-- |
Prompt : [tr0420_nm1_01] Let's try again... Do you want the pamphlet on 'Benefits for Children with Disabilities?' |
Re-Recognition : |
||||||
nomatch 2 |
-- |
Prompt : [tr0420_nm2_01] Sorry. If you'd like me to send the pamphlet about 'Benefits for Children with Disabilities,' press 1. If not, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
-- |
Prompt : [tr0420_ni1_01] If you want the pamphlet on 'Benefits for Children with Disabilities,' say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
-- |
Prompt : [tr0420_ni2_01] Sorry. If you'd like me to send the pamphlet about 'Benefits for Children with Disabilities,' press 1. If not, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
tr0430_WomanSS_DM
YesNo Recognition |
|
||||||||
Asks the caller if they want the 'What Every Woman Should Know about Social Security' pamphlet. |
|||||||||
Entering From |
|||||||||
Initial Prompts |
|||||||||
Type |
Condition |
Name |
Wording |
||||||
initial |
Always |
tr0430_ini_01 |
Do you want the pamphlet on 'What Every Woman Should Know About Social Security'? |
||||||
reprompt |
(after repeat or disconfirmation or if pamphlets_first_time = false) |
tr0430_ree_01 |
Do you want the pamphlet on 'What Every Woman Should Know About Social Security'? |
||||||
Grammar |
|||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||
yes |
1 |
<tr_get_pamphlet_menu yes> |
Never |
||||||
no |
2 |
<tr_get_pamphlet_menu no> |
Never |
||||||
skip |
3 |
<tr_get_pamphlet_menu skip> |
If Necessary |
||||||
i'm finished, i'm done |
4 |
<tr_get_pamphlet_menu finished> |
If Necessary |
||||||
repeat, repeat that |
9 |
<tr_get_pamphlet_menu repeat> |
Never |
||||||
Actions |
|||||||||
Option |
Condition |
Action |
Transition |
||||||
Always |
-- |
Assign : next_pamphlet =understanding_ss |
-- |
||||||
^ |
-- |
Assign : pamphlets_first_time =false |
-- |
||||||
no |
Always |
Prompt : [tr0430_out_01] Okay. |
goto : tr0540_MoreChoices_DM |
||||||
yes |
Always |
Assign : pamphlet_get_woman_ss =true |
-- |
||||||
^ |
^ |
Assign : pamphlet_get_number =increment+1 |
-- |
||||||
^ |
If pamphlet_get_number=7 |
Prompt : [tr0430_out_02] All right. That's all the pamphlets I have to offer. |
goto : tr0550_ConcludeChoices_PP |
||||||
^ |
Else |
Prompt : [tr0430_out_03] All right. |
goto : tr0540_MoreChoices_DM |
||||||
skip |
Always |
-- |
goto : tr0540_MoreChoices_DM |
||||||
finished |
Always |
Assign : pamphlet_finished =true |
-- |
||||||
^ |
^ |
Prompt : [tr0430_out_04] Okay. |
goto : tr0550_ConcludeChoices_PP |
||||||
repeat |
Always |
Prompt : [tr0430_out_05] Sure. |
Re-Recognition : Reprompt |
||||||
Confirmation Prompts |
|||||||||
Option |
Condition |
Name |
Wording |
||||||
skip |
Always |
tr0430_cnf_ini_01 |
You'd like to skip to the next topic, right? |
||||||
finished |
Always |
tr0430_cnf_ini_02 |
Sounds like you're finished. Is that right? |
||||||
Confirmation Recovery Behavior |
|||||||||
Recovery Behavior |
|||||||||
Type |
Condition |
Action |
Transition |
||||||
nomatch 1 |
-- |
Prompt : [tr0430_nm1_01] Let's try again... Do you want the pamphlet on 'What Every Woman Should Know About Social Security?' |
Re-Recognition : |
||||||
nomatch 2 |
-- |
Prompt : [tr0430_nm2_01] Sorry. If you'd like me to send the pamphlet about 'What Every Woman Should Know About Social Security,' press 1. If not, press 2. |
Re-Recognition : |
||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||
noinput 1 |
-- |
Prompt : [tr0430_ni1_01] If you want the pamphlet on 'What Every Woman Should Know About Social Security,' say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||
noinput 2 |
-- |
Prompt : [tr0430_ni2_01] Sorry. If you'd like me to send the pamphlet about 'What Every Woman Should Know About Social Security,' press 1. If not, press 2. |
Re-Recognition : |
||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||
Commands: State-Specific Behavior |
|||||||||
Commands: Disabled Globals |
|||||||||
repeat |
|||||||||
Commands: Confirmations |
|||||||||
Config Parameters |
|||||||||
Parameter |
Value |
||||||||
-- |
-- |
||||||||
Developer Notes |
|||||||||
-- |
|||||||||
tr0540_MoreChoices_DM
YesNo Recognition |
|
||||||||||
If the caller enters this state after all pamphlet options have been given they will be asked if they want to hear all of their choices again. If the caller enters this state after indicating that they want to order a pamphlet then they will be asked if they want to hear more pamphlet options before collecting their address. |
|||||||||||
Entering From |
|||||||||||
tr0310_UnderstandingSS_DM, tr0320_RetirementBenefits_DM, tr0330_DisabilityBenefits_DM, tr0420_DisabledChildrenBenefits_DM, tr0430_WomanSS_DM, tr0410_WorkAffectsBenefits_DM, tr0340_SurvivorBenefits_DM |
|||||||||||
Initial Prompts |
|||||||||||
Type |
Condition |
Name |
Wording |
||||||||
initial |
If next_pamphlet=understanding_ss |
If pamphlet_get_number=0 |
tr0540_ini_01 |
That was the last one. Would you like to hear those choices again? |
|||||||
initial |
^ |
Else (pamphlet_get_number>0) |
tr0540_ini_02 |
Before I get your mailing address, would you like to hear the choices again? |
|||||||
initial |
Else |
If pamphlet_get_number=0 |
tr0540_ini_03 |
Would you like to hear more choices? |
|||||||
initial |
^ |
Else (pamphlet_get_number>0) |
tr0540_ini_04 |
Before I get your mailing address, would you like to hear more choices? |
|||||||
reprompt |
(after repeat) |
If next_pamphlet=understanding_ss |
tr0540_ree_01 |
Would you like to hear those choices again? |
|||||||
reprompt |
^ |
Else |
tr0540_ree_02 |
Would you like to hear more choices? |
|||||||
Grammar |
|||||||||||
Sample Expressions |
DTMF |
Reco Var/Option |
Confirm |
||||||||
yes, ([more other] choices) |
1 |
<tr_pamphlet_more_choices_yesno yes> |
Never |
||||||||
no |
2 |
<tr_pamphlet_more_choices_yesno no> |
Never |
||||||||
repeat, repeat that |
9 |
<tr_pamphlet_more_choices_yesno repeat> |
Never |
||||||||
Actions |
|||||||||||
Option |
Condition |
Action |
Transition |
||||||||
no |
Always |
Assign : pamphlet_finished =true |
-- |
||||||||
^ |
If pamphlet_get_number=0 |
Assign : transcription_transaction_status =success |
-- |
||||||||
^ |
^ |
Prompt : [tr0540_out_01] No problem. In that case, if you're finished, feel free to hang up. Otherwise,... |
Return to calling dialog : |
||||||||
^ |
Else |
Prompt : [tr0540_out_02] All right. |
goto : tr0550_ConcludeChoices_PP |
||||||||
yes |
If pamphlet_get_number = 7 |
Prompt : [tr0540_out_04] That's all the pamphlets I have to offer. |
goto : tr0550_ConcludeChoices_PP |
||||||||
^ |
Else |
-- |
goto : tr0545_PamphletCheck_DS |
||||||||
repeat |
Always |
Prompt : [tr0540_out_03] Sure. |
Re-Recognition : Reprompt |
||||||||
Recovery Behavior |
|||||||||||
Type |
Condition |
Action |
Transition |
||||||||
nomatch 1 |
If next_pamphlet=understanding_ss |
Prompt : [tr0540_nm1_01] Let's try again... Would you like to hear those choices again? |
Re-Recognition : |
||||||||
nomatch 1 |
Else |
Prompt : [tr0540_nm1_02] Let's try again... Would you like to hear more choices? |
Re-Recognition : |
||||||||
nomatch 2 |
If next_pamphlet=understanding_ss |
If pamphlet_get_number=0 |
Prompt : [tr0540_nm2_01] Sorry. That was the last pamphlet I had to offer. If you'd like to hear all of the choices again, press 1. Otherwise, press 2. |
Re-Recognition : |
|||||||
nomatch 2 |
^ |
Else (pamphlet_get_number>0) |
Prompt : [tr0540_nm2_02] Sorry. If you're interested in receiving more pamphlets and you'd like to hear the choices again, press 1. Otherwise, press 2. |
Re-Recognition : |
|||||||
nomatch 2 |
Else |
Prompt : [tr0540_nm2_03] Sorry. If you're interested in receiving more pamphlets and you'd like to hear more choices, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||||
nomatch 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||||
nomatch 3 |
Always |
Prompt : [gl_nm3_01] Sorry, we seem to be having trouble. |
-- |
||||||||
noinput 1 |
If next_pamphlet=understanding_ss |
Prompt : [tr0540_ni1_01] If you'd like to hear those choices again, say 'Yes' or press 1. Otherwise, say 'No' or press 2. |
Re-Recognition : |
||||||||
noinput 1 |
Else |
Prompt : [tr0540_ni1_02] If you'd like to hear more choices, say 'Yes' or press 1. If not, say 'No' or press 2. |
Re-Recognition : |
||||||||
noinput 2 |
If next_pamphlet=understanding_ss |
If pamphlet_get_number=0 |
Prompt : [tr0540_ni2_01] Sorry. That was the last pamphlet I had to offer. If you'd like to hear all of the choices again, press 1. Otherwise, press 2. |
Re-Recognition : |
|||||||
noinput 2 |
^ |
Else (pamphlet_get_number>0) |
Prompt : [tr0540_ni2_02] Sorry. If you're interested in receiving more pamphlets and you'd like to hear the choices again, press 1. Otherwise, press 2. |
Re-Recognition : |
|||||||
noinput 2 |
Else |
Prompt : [tr0540_ni2_03] Sorry. If you're interested in receiving more pamphlets and you'd like to hear more choices, press 1. Otherwise, press 2. |
Re-Recognition : |
||||||||
noinput 3 |
Always |
Assign : transfer_reason =error |
-- |
||||||||
noinput 3 |
Always |
Prompt : [gl_ni3_01] Sorry, we seem to be having trouble. |
-- |
||||||||
Commands: State-Specific Behavior |
|||||||||||
Commands: Disabled Globals |
|||||||||||
repeat |
|||||||||||
Commands: Confirmations |
|||||||||||
Config Parameters |
|||||||||||
Parameter |
Value |
||||||||||
-- |
-- |
||||||||||
Developer Notes |
|||||||||||
-- |
|||||||||||
tr0545_PamphletCheck_DS
Decision |
|
|||
Determines which pamphlet needs to be spoken next based on the last pamphlet heard and which pamphlet's have already been ordered. |
||||
Entering From |
||||
Actions |
||||
Condition |
Action |
Transition |
||
If next_pamphlet=understanding_ss |
If pamphlet_get_understanding_ss=false |
-- |
goto : tr0310_UnderstandingSS_DM |
|
^ |
Else (if pamphlet_get_understanding = true) |
Assign : next_pamphlet =retirement_benefits |
goto : tr0545_PamphletCheck_DS |
|
Elseif next_pamphlet=retirement_benefits |
If pamphlet_get_retirement_benefits=false |
-- |
goto : tr0320_RetirementBenefits_DM |
|
^ |
Else (if pamphlet_get_retirement_benefits = true) |
Assign : next_pamphlet =disability_benefits |
goto : tr0545_PamphletCheck_DS |
|
Elseif next_pamphlet=disability_benefits |
If pamphlet_get_disability_benefits=false |
-- |
goto : tr0310_UnderstandingSS_DM |
|
^ |
Else (if pamphlet_get_disability_benefits = true) |
Assign : next_pamphlet =survivor_benefits |
goto : tr0545_PamphletCheck_DS |
|
Elseif next_pamphlet=survivor_benefits |
If pamphlet_get_survivor_benefits=false |
-- |
goto : tr0340_SurvivorBenefits_DM |
|
^ |
Else (if pamphlet_get_survivor_benefits = true) |
Assign : next_pamphlet =work_affects_benefits |
goto : tr0545_PamphletCheck_DS |
|
Elseif next_pamphlet=work_affects_benefits |
If pamphlet_get_work_affects_benefits=false |
-- |
||
^ |
Else (if pamphlet_get_work_affects_benefits = true) |
Assign : next_pamphlet =disabled_children_benefits |
goto : tr0545_PamphletCheck_DS |
|
Elseif next_pamphlet=disabled_children_benefits |
If pamphlet_get_disabled_children_benefits=false |
-- |
||
^ |
Else (if pamphlet_get_disabled_children_benefits = true) |
Assign : next_pamphlet =woman_ss |
goto : tr0545_PamphletCheck_DS |
|
Elseif next_pamphlet=woman_ss |
If pamphlet_get_woman_ss = false |
-- |
goto : tr0430_WomanSS_DM |
|
^ |
Else (if pamphlet_get_woman_ss = true) |
Assign : next_pamphlet =understanding_ss |
goto : tr0545_PamphletCheck_DS |
|
Developer Notes |
||||
-- |
||||
tr0550_ConcludeChoices_PP
Simple Play Prompt |
|
|||||
Thanks the caller for their order and prepares the caller for address collection. |
||||||
Entering From |
||||||
tr0310_UnderstandingSS_DM, tr0320_RetirementBenefits_DM, tr0330_DisabilityBenefits_DM, tr0420_DisabledChildrenBenefits_DM, tr0430_WomanSS_DM, tr0410_WorkAffectsBenefits_DM, tr0340_SurvivorBenefits_DM, tr0540_MoreChoices_DM |
||||||
Initial Prompts |
||||||
Type |
Condition |
Name |
Wording |
|||
initial |
If pamphlet_get_number = 0 |
tr0550_out_02 |
If you're finished, feel free to hang up. Otherwise ... |
|||
initial |
Else |
tr0550_out_01 |
Thanks for your order. Now, let's get your address... |
|||
Actions |
||||||
Condition |
Action |
Transition |
||||
If pamphlet_get_number = 0 |
-- |
Return to calling dialog : |
||||
Else |
-- |
goto : tr0110_ReverseANILookup_DB |
||||
Developer Notes |
||||||
-- |
||||||
Appendix A: Variable Table
Variables
Variable Name |
Description |
Possible Values |
Initial Value |
Type |
Configurable |
abr |
'Agent Busy Rate,' determines agent routing logic: 0==default, 1==no agents, 2==screen pop, 3==screen splash, 4==immediate transfer |
0, 1, 2, 3, 4 |
Undefined |
-- |
N |
activeFlag1 |
indicator that determines if emergency message 1 is active or not |
true, false |
Undefined |
-- |
N |
activeFlag2 |
indicator that determines if emergency message 2 is active or not |
true, false |
Undefined |
-- |
N |
activeFlag3 |
indicator that determines if emergency message 3 is active or not |
true, false |
Undefined |
-- |
N |
address_returned |
Determines if an address is returned from the reverse ANI lookup (true=it was returned and false=it was not returned) |
-- |
Undefined |
boolean (true/false) |
N |
alternative_name_needed |
indicates whether or not the alternative name needs to be collected |
true, false |
true |
-- |
N |
application_status_OMB_heard |
tracks whether the OMB number for application_status has or has not been heard |
true, false |
false |
-- |
N |
applicationtag |
variable passed from OCO for transfer routing |
order_ssn_card, earnings_statement |
Undefined |
-- |
N |
attestation_confirmed |
indicates whether the perjury message (in attestation flow) has been confirmed (yes), declined (declined), or not yet heard (no) |
true, false, declined |
true |
-- |
N |
attestation_heard |
tracks whether the attestation message (including OMB #, estimated time, etc) has been heard |
true, false |
true |
-- |
N |
backoff_menu_go_back |
tracks whether caller siad 'go back' in backoff other options menu |
true, false |
true |
-- |
N |
bank_account_number |
holds the caller's bank account number |
<account number> |
Undefined |
-- |
N |
bank_account_type |
indicates what type of the account the caller wants to use for direct deposit |
checking, savings, investment |
Undefined |
-- |
N |
bank_routing_number |
holds the caller's bank routing number |
<routing number> |
Undefined |
-- |
N |
benefits_statement_OMB_heard |
tracks whether the OMB number for benefits statement has or has not been heard |
true, false |
false |
-- |
N |
benefits_statement_transaction_status |
indicates status of the replacement benefits statement (1099) dialog |
success, failure, replacement, field_office |
Undefined |
-- |
N |
beve_transaction_status |
indicates the status of the task in the benefits verifcation dialog |
success, failure, change_address |
Undefined |
-- |
N |
bevemrc_OMB_heard |
tracks whether the OMB number for bevemrc has or has not been heard |
true, false |
false |
-- |
N |
broadcastPrompt1 |
name of emergency broadcast wav file |
-- |
Undefined |
-- |
N |
broadcastPrompt2 |
name of emergency broadcast wav file |
-- |
Undefined |
-- |
N |
broadcastPrompt3 |
name of emergency broadcast wav file |
-- |
Undefined |
-- |
N |
bv_statusCode |
Variable returned determines if the host backend system is available. |
0000, 0150, 0151, 0152, 7777 |
Undefined |
string |
N |
bv_statusDescription |
Status code text description for Benefits Verification. |
-- |
Undefined |
string |
N |
ca_statusCode |
Variable returned determines if the host backend system is available. |
0000, 0150, 0151, 0152, 7777, 0226, 0508, 1111, 8888 |
Undefined |
string |
N |
ca_statusDescription |
Status code text description for Change of Address and Direct Deposit. |
-- |
Undefined |
string |
N |
caller_alternative_name |
holds the caller's collected alternative name |
<name> |
Undefined |
-- |
N |
caller_dob |
holds the caller's collected date of birth |
<date> |
Undefined |
-- |
N |
caller_first_name |
holds the caller's collected first name |
<name> |
Undefined |
-- |
N |
caller_last_name |
holds the caller's collected last name |
<name> |
Undefined |
-- |
N |
caller_last_payment |
holds the caller's collected last payment amount |
<amount>, dont_know |
Undefined |
-- |
N |
caller_maiden_name |
holds the caller's collected mother's maiden name |
<name> |
Undefined |
-- |
N |
caller_pob |
holds the caller's collected place of birth (state or US territory) |
<state territory>, other |
Undefined |
-- |
N |
caller_ssn |
holds the caller's collected Social Security number |
<ssn> |
Undefined |
-- |
N |
card_action |
indicates whether the caller needs a new or replacement card |
new, replacement |
Undefined |
-- |
N |
card_center |
indicates which card center is covered by a particular recognized zip code in FOL |
dtpssc, npsscc, lvsscc, minneapolis, brooklyn, queens, ssscc, osscc, none |
Undefined |
-- |
N |
card_center_info_first_entry |
indicates whether this is the first entry into the card center information state |
true, false |
Undefined |
-- |
N |
card_type |
indicates what type of card the caller is interested in |
social_security, medicare, both |
Undefined |
-- |
N |
cd_statusCode |
Variable returned determines if the host backend system is available. |
0000, 0150, 0151, 0152, 7777, 0226, 0508, 1111, 8888 |
Undefined |
string |
N |
cd_statusDescription |
Status code text description for Change of Address and Direct Deposit. |
-- |
Undefined |
string |
N |
change_what |
indicates what stored information the caller wants to change |
address, phone, both |
Undefined |
-- |
N |
citystate_collectaddress_zipcode |
holds the zip code for address collection |
-- |
Undefined |
-- |
N |
claims_transaction_status |
indicates the status of the task in the claims status dialog |
success, failure, no_confirmation_number, no_application |
Undefined |
-- |
N |
coa_transaction_status |
indicates status of the task in the change address dialog |
success, failure, receiving_ssi, not_eligible, non_resident, not_self, no_zip |
Undefined |
-- |
N |
coadd_OMB_heard |
tracks whether the OMB number for coadd has or has not been heard |
true, false |
false |
-- |
N |
colaBroadcastPrompt |
The name of the cost of living adjustment broadcast wav file |
-- |
Undefined |
-- |
N |
colaMsgEndTime |
end time when cost of living adjustment broadcast message should be played |
-- |
Undefined |
-- |
N |
colaMsgStartTime |
start time when cola broadcast message should be played |
-- |
Undefined |
-- |
N |
collect_full_name |
if true, collect full name (using TNRS grammar); if false, use NameOSDM |
true, false |
Undefined |
-- |
N |
collectaddress_citystatelookuperrorprompt |
indicates prompt to play |
-- |
Undefined |
-- |
N |
collectaddress_collectedzipcode |
indicates whether to collect zip code first in Address |
true, false |
Undefined |
-- |
N |
collectaddress_collectfortranscription |
indicates whether to collect recording fro transcription |
true, false |
Undefined |
-- |
N |
collectaddress_corrections_counter |
tracks the number of corrections made in address collection |
0, 1, 2, 3, 4, 5 |
0 |
-- |
N |
collectaddress_entryprompt |
indicates prompt to play? |
-- |
Undefined |
-- |
Y |
collectaddress_exit_reason |
indicates reason for exiting the Address collection dialog |
failure |
Undefined |
-- |
N |
collectaddress_exitsuccessprompt |
indicates the prompt to play |
-- |
Undefined |
-- |
N |
collectaddress_overallconfirmation |
indicates whether or not to confirm |
always, if_necessary, never |
Undefined |
-- |
N |
collectaddress_ziplookuperrorprompt |
indicates prompt to play |
-- |
Undefined |
-- |
N |
collectname_alwaysaskspelling |
indicates whether to always ask for name spelling |
true, false |
Undefined |
-- |
Y |
collectname_confirmationapologyprompt |
indicates prompt to play |
-- |
Undefined |
-- |
N |
collectname_entryprompt |
indicates prompt to play |
-- |
Undefined |
-- |
N |
collectname_exitfailureprompt |
indicates prompt to paly |
-- |
Undefined |
-- |
Y |
collectname_exitsuccessprompt |
indicates prompt to play |
-- |
Undefined |
-- |
N |
collectname_firstnamehighconfidencelevel |
first name high confidence threshhold |
-- |
Undefined |
-- |
N |
collectname_lastnamehighconfidencelevel |
last name high confidence threshhold |
-- |
Undefined |
-- |
N |
collectname_maxcorrections |
maximum number od corrections (based on disconfirmation) to allow |
-- |
Undefined |
-- |
N |
collectname_maxnoinputstotal |
indicates maximum noinputs in Name dialog |
-- |
Undefined |
-- |
N |
collectname_maxnomatchestotal |
maximum nomatches allowed |
-- |
Undefined |
-- |
N |
collectname_names_to_collect |
inidcates names to collect (las, first, etc) |
-- |
Undefined |
-- |
N |
collectname_overallconfirmation |
indicates whether to confirm (always, never, if_necessary) |
-- |
Undefined |
-- |
N |
collectname_spellingonly |
indicates whether to use spelling only to collect name |
-- |
Undefined |
-- |
N |
confirmation_number |
holds the collected confirmation number |
-- |
Undefined |
-- |
N |
confirmation_number_first_entry |
indicates whether this is the first time confirmation number collection is attempted |
true, false |
Undefined |
-- |
N |
cs_age |
Proof of age pending. |
-- |
Undefined |
string |
N |
cs_ammendedApp |
Amended application pending. |
-- |
Undefined |
string |
N |
cs_attorneyRep |
Proof of attorney representation pending. |
-- |
Undefined |
double (decimal number) |
N |
cs_cause |
Proof of good cause for filing late appeal request pending. |
-- |
Undefined |
string |
N |
cs_citizen |
Proof of citizenship pending. |
-- |
Undefined |
string |
N |
cs_claimantNameChange |
Proof of claimant name change pending. |
-- |
Undefined |
string |
N |
cs_claimStatus |
1 character status: A=Adjudicated or P=Pending. |
-- |
Undefined |
string |
N |
cs_claimType |
2 character claim type. |
-- |
Undefined |
string |
N |
cs_death |
Proof of death pending. |
-- |
Undefined |
string |
N |
cs_earnings |
Proof of earnings pending. |
-- |
Undefined |
string |
N |
cs_endStateRenal |
Proof of End Stage Renal Disease pending. |
-- |
Undefined |
string |
N |
cs_fedRevDec |
Claim status pending issue: As of today's date, a decision has not been made on your request for Federal Reviewing Official Review. |
-- |
Undefined |
string |
N |
cs_fedRevReq |
Request for Federal Reviewing Official Review pending. |
-- |
Undefined |
string |
N |
cs_foreignBenefits |
Application for benefits under a U.S. International Social Security agreement pending. |
-- |
Undefined |
string |
N |
cs_hearingRequest |
Request for hearing pending. |
-- |
Undefined |
string |
N |
cs_inOHA |
Claim status issue: As of today's date, the Office of Disability Adjudication and Review has not made a decision on your appeal request. |
-- |
Undefined |
string |
N |
cs_lawfulPresence |
Proof of lawful presence pending. |
-- |
Undefined |
string |
N |
cs_marriage |
Proof of marriage pending. |
-- |
Undefined |
string |
N |
cs_medicalHearing |
Medical information for your hearing request (Form SSA-3441) pending. |
-- |
Undefined |
string |
N |
cs_medicalRecon |
Medical information for your reconsideration request (Form SSA-3441) pending. |
-- |
Undefined |
string |
N |
cs_military |
Proof of military service pending. |
-- |
Undefined |
string |
N |
cs_nhNameChange |
Proof of number holder name change pending. |
-- |
Undefined |
string |
N |
cs_pendingIssues |
Y (if issues pending other than <toDDS1>, <reconDecReq1>, <fedRevDec1>, or <inOHA1>) |
-- |
Undefined |
string |
N |
cs_reconDecReq |
Claim status pending issue: As of today's date, a decision has not been made on your reconsideration request. |
-- |
Undefined |
string |
N |
cs_reconRequest |
Request for reconsideration pending. |
-- |
Undefined |
string |
N |
cs_relationship |
Proof of relationship pending. |
-- |
Undefined |
string |
N |
cs_schoolAttend |
Proof of full-time school attendance pending. |
-- |
Undefined |
string |
N |
cs_specialWage |
Proof of special wages pending. |
-- |
Undefined |
string |
N |
cs_statusCode |
Variable returned determines if the host backend system is available. |
0000, 0150, 0151, 0152, 7777, 0226, 0508, 1111, 8888 |
Undefined |
string |
N |
cs_statusDescription |
Status code text description for Claims Status. |
-- |
Undefined |
string |
N |
cs_sttorneyRep |
Proof of attorney representation pending. |
-- |
Undefined |
string |
N |
cs_support |
Proof that you provided at least one-half support to your parents pending. |
-- |
Undefined |
string |
N |
cs_toDDS |
Claim status pending issue: The Disability Determination Service in your state is processing the medical portion of your claim. |
-- |
Undefined |
string |
N |
current_claim |
indicates which of the three claims returned by the DB is currently being addressed |
1, 2, 3 |
Undefined |
-- |
N |
current_task |
keeps track of the current task |
change_address, checks, direct_deposit, field_office_locator, application_status, transcription_ss5, late_payment, transcription_pamphlet, benefits_statement, transcription_7004, transcription_1020 |
Undefined |
-- |
N |
dd_statusCode |
-- |
-- |
Undefined |
-- |
N |
dd_statusDescription |
-- |
-- |
Undefined |
-- |
N |
dd_transaction_status |
indicates the status of the task in the dirst deposit dialog |
success, failure, receiving_ssi, not_eligible, non_resident, not_self, dont_know_info |
Undefined |
-- |
N |
dob_needed |
indicates whether we need to collect the caller's date of birth |
true, false |
true |
-- |
N |
effective_date |
keeps track of the date when change is supposed to take place |
<date> |
Undefined |
-- |
N |
effective_month |
indicates the monthy when direct deposit shopuld start |
<month> |
Undefined |
-- |
N |
endTime1 |
time when emergency broadcast message 1 should be played |
<time> |
Undefined |
-- |
N |
endTime2 |
time when emergency broadcast message 2 should be played |
<time> |
Undefined |
-- |
N |
endTime3 |
time when emergency broadcast message 3 should be played |
<time> |
Undefined |
-- |
N |
first_entry |
indicates whether the caller is entering state for the first time |
true, false |
Undefined |
boolean (true/false) |
N |
fl_addressType |
-- |
-- |
Undefined |
string |
N |
fl_city |
-- |
-- |
Undefined |
string |
N |
fl_closingTime24HourTime |
-- |
-- |
Undefined |
string |
N |
fl_drivingDirections |
Driving directions to the field office. |
-- |
Undefined |
string |
N |
fl_faxNumber |
-- |
-- |
Undefined |
string |
N |
fl_faxNumberExtension |
-- |
-- |
Undefined |
string |
N |
fl_fieldOfficeStateAndCountyCode |
-- |
-- |
Undefined |
string |
N |
fl_generalDirectionLine |
-- |
-- |
Undefined |
string |
N |
fl_hoursOfOperation |
The field office hours of operation. |
-- |
Undefined |
-- |
N |
fl_officeAddress |
The field office's physical address. |
-- |
Undefined |
string |
N |
fl_officeName |
The name of the field office. |
-- |
Undefined |
string |
N |
fl_officeOpenCloseSwitch |
-- |
-- |
Undefined |
string |
N |
fl_officeTelephone |
-- |
-- |
Undefined |
string |
N |
fl_officeType |
The type of field office. |
-- |
Undefined |
string |
N |
fl_officeTypeText |
-- |
-- |
Undefined |
string |
N |
fl_openAndCloseDayOfWeek |
-- |
-- |
Undefined |
string |
N |
fl_openingTime24HourTime |
-- |
-- |
Undefined |
string |
N |
fl_phoneNumber |
The field office phone number. |
-- |
Undefined |
string |
N |
fl_regionalOfficeNumber |
-- |
-- |
Undefined |
string |
N |
fl_serviceProvided |
Services provided by the field office. |
-- |
Undefined |
string |
N |
fl_state |
-- |
-- |
Undefined |
string |
N |
fl_streeAddressLine1 |
-- |
-- |
Undefined |
string |
N |
fl_streetAddressLine2 |
-- |
-- |
Undefined |
string |
N |
fl_streetAddressLine3 |
-- |
-- |
Undefined |
string |
N |
fl_streetAddressLine4 |
-- |
-- |
Undefined |
string |
N |
fl_telephoneExtension |
-- |
-- |
Undefined |
string |
N |
fl_telephoneNumber |
-- |
-- |
Undefined |
string |
N |
fl_wrapperForGeneralDirectionLines |
-- |
-- |
Undefined |
string |
N |
fl_zip4 |
-- |
-- |
Undefined |
string |
N |
fl_zip5 |
-- |
-- |
Undefined |
string |
N |
fol_cardcenter_directions |
Determines if the caller asked for card center directions |
-- |
Undefined |
boolean (true/false) |
N |
fol_first_zip |
indicates whether this is the first zip code searched by the caller |
true, false |
Undefined |
-- |
N |
fol_transaction_status |
indicates the status of the task in the field office locator dialog |
success, failure, dont_know_zip |
Undefined |
-- |
N |
fol_zip_code |
holds the zip code in which field offices should be found |
<zip code> |
Undefined |
-- |
N |
fol_zip_code_entry |
tracks the status of entry to zip code collection |
first, change, not_found |
Undefined |
-- |
N |
form_7004_delivery |
toggle that indicates whether, due to budgetary constraints, 7004 forms will (true) or will not (false) be delivered |
true, false |
Undefined |
-- |
N |
initial_abr_transfer |
set outside IVR, determines whether abr 'immediate transfer' is toggled on (true) or off (false) |
true, false |
true |
-- |
N |
ka_bicDob |
1 or 2-digit alpha or alpha-numeric string representing the BIC. This tag will be returned when the user's date of birth is verified using an SSN other than the SSN entered. |
-- |
Undefined |
string |
N |
ka_bicFirstName |
1 or 2-digit alpha or alpha-numeric string representing the Beneficiary Identification Code (BIC). This tag will be returned when the user's first name is verified using an SSN other than the SSN entered. |
-- |
Undefined |
string |
N |
ka_bicLastName |
1 or 2-digit alpha or alpha-numeric string representing the BIC. This tag will be returned when the user's last name is verified using an SSN other than the SSN entered. |
-- |
Undefined |
string |
N |
ka_collectDateOfBirth |
Boolean to determine if the application requires the caller to authenticate the date of birth. |
true, false |
Undefined |
boolean (true/false) |
N |
ka_collectMothersMaidenName |
Boolean to determine if the application requires the caller to authenticate the mother's maiden name. |
true, false |
Undefined |
string |
N |
ka_collectName |
Boolean to determine if the application requires the caller to authenticate the first name. |
true, false |
Undefined |
boolean (true/false) |
N |
ka_collectPaymentAmount |
Boolean to determine if the application requires the caller to authenticate the payment amount. |
true, false |
Undefined |
boolean (true/false) |
N |
ka_collectPlaceOfBirth |
Boolean to determine if the application requires the caller to authenticate the place of birth. |
true, false |
Undefined |
boolean (true/false) |
N |
ka_collectSSN |
Boolean to determine if the application requires the caller to authenticate the social security number. |
true, false |
Undefined |
boolean (true/false) |
N |
ka_dobMbr |
-- |
01, 02, 03, 04, 05, 06, 07 |
Undefined |
string |
N |
ka_dobNumi |
-- |
01, 02, 03, 04, 05, 06, 07 |
Undefined |
string |
N |
ka_dobSsr |
-- |
01, 02, 03, 04, 05, 06, 07 |
Undefined |
string |
N |
ka_firstNameMbr |
MBR authentication status for first name: 01 = Element verified, 02 = Element on database-not verified, 03 = Element not on database, 04 = Unable to access database, 05 = Element not received |
01, 02, 03, 04, 05 |
Undefined |
string |
N |
ka_firstNameNumi |
Numident authentication status for first name. |
01, 02, 03, 04, 05 |
Undefined |
string |
N |
ka_firstNameSsr |
SSR authentication status for first name. |
01, 02, 03, 04, 05 |
Undefined |
string |
N |
ka_lastNameMbr |
MBR authentication status for last name. |
01, 02, 03, 04, 05 |
Undefined |
string |
N |
ka_lastNameNumi |
Numident authentication status for last name. |
01, 02, 03, 04, 05 |
Undefined |
string |
N |
ka_lastNameSsr |
SSR authentication status for last name. |
01, 02, 03, 04, 05 |
Undefined |
string |
N |
ka_mothersMaidenNameNumi |
Numident authentication status for mothers maiden name. |
01, 02, 03, 04, 05 |
Undefined |
string |
N |
ka_nhSsnDob |
9 digit Social Security Number (SSN). This tag will be returned when the user's date of birth is verified using an SSN other than the SSN entered. |
-- |
Undefined |
string |
N |
ka_nhSsnFirstName |
9 digit Social Security Number (SSN). This tag will be returned when the user's first name is verified using an SSN other than the SSN entered. |
-- |
Undefined |
string |
N |
ka_nhSsnLastName |
9 digit Social Security Number (SSN). This tag will be returned when the user's last name is verified using an SSN other than the SSN entered. |
-- |
Undefined |
string |
N |
ka_placeOfBirthNumi |
Numident authentication status for mothers maiden name. |
01, 02, 03, 04, 05 |
Undefined |
string |
N |
ka_statusCode |
Variable returned determines if the host backend system is available. |
0000, 0150, 0151, 0152, 0226, 0508, 1111, 7777, 8888 |
Undefined |
string |
N |
ka_statusDescription |
Status code text description for Benefits Verification. |
-- |
Undefined |
string |
N |
kba_OMB_heard |
tracks whether the OMB number for kba (right now, used for everything BUT claim status) has or has not been heard |
true, false |
false |
-- |
N |
kba_transaction_status |
indicates the status of the task in the KBA dialog |
success, failure, account_blocked, attestation_declined |
Undefined |
-- |
N |
last_payment_needed |
indicates whether we need to collect the caller's last payment amount |
true, false |
true |
-- |
N |
maiden_name_needed |
indicates whether we need to collect the caller's mother's maiden name |
true, false |
Undefined |
-- |
N |
mm_statusCode |
Variable returned determines if the host backend system is available. |
0000, 0150, 0151, 0152, 7777 |
Undefined |
-- |
N |
mm_statusDescription |
Status code text description for Benefits Verification. |
-- |
Undefined |
-- |
N |
mr_statusCode |
Variable returned determines if the host backend system is available. |
0000, 0150, 0151, 0152, 7777 |
Undefined |
string |
N |
mr_statusDescription |
Status code text description for Medicare Replacement Card. |
-- |
Undefined |
string |
N |
mrc_transaction_status |
indicates status of the task in the medicare replacement card dialog |
success, failure, change_address |
Undefined |
-- |
N |
name_collect_task |
indicates the type of name being collected - 'caller' = caller's first and last names; 'alternative' = caller's alternative name (if any); 'maiden' = mother's maiden name; 'tkwr' = caller's name from TKWR (wage reporting app) |
caller, alternative, maiden, tkwr |
Undefined |
-- |
N |
name_status |
indicates the status - success or fialure - of name collection |
success, failure |
Undefined |
-- |
N |
next_pamphlet |
indicates the next pamphlet on the list in the Transcription dialog allowing caller's to choose pamphlets by title |
understanding_ss, retirement_benefits, disability_benefits, survivor_benefits, work_affects_benefits, disabled_children_benefits, woman_ss |
Undefined |
-- |
N |
non_national_transfer |
for OCO transfers, controls OCO-specific prompting |
true, false |
true |
-- |
N |
num_claims |
indicates the number of claims returned by the DB |
1, 2, 3 |
Undefined |
-- |
N |
office_hours |
'true' means the offices are open, 'false' means they're closed |
true, false |
Undefined |
-- |
N |
office_location_entry |
indicates the origin of a call to the Field Office Locator dialog |
first, from_card_center, reentry |
Undefined |
-- |
N |
pamphlet_finished |
indicates whether the caller has indicated they are finished choosing pamphlets |
true, false |
true |
-- |
N |
pamphlet_get_disability_benefits |
indicates whether the caller wants the receive the pamphlet |
true, false |
false |
-- |
N |
pamphlet_get_disabled_children_benefits |
pamphlet_get_understanding_ss |
true, false |
false |
-- |
N |
pamphlet_get_number |
indicates the number of different pamphlets the caller has requested |
0, 1, 2, 3, 4, 5, 6, 7 |
Undefined |
-- |
N |
pamphlet_get_retirement_benefits |
indicates whether the caller wants the receive the pamphlet |
true, false |
false |
-- |
N |
pamphlet_get_survivor_benefits |
indicates whether the caller wants the receive the pamphlet |
true, false |
false |
-- |
N |
pamphlet_get_understanding_ss |
indicates whether the caller wants the receive the pamphlet |
true, false |
false |
-- |
N |
pamphlet_get_woman_ss |
pamphlet_get_understanding_ss |
true, false |
false |
-- |
N |
pamphlet_get_work_affects_benefits |
indicates whether the caller wants the receive the pamphlet |
true, false |
false |
-- |
N |
pamphlets_first_time |
tracks whether this is the first or second time through the list |
true, false |
Undefined |
-- |
N |
payment_method |
indicates how the caller is expecting to receive their payment |
mail, direct_deposit |
Undefined |
-- |
N |
phone_type |
indicates what type of phone the caller wants to change |
home, work, mobile, attorney, other |
Undefined |
-- |
N |
play_attestation_flag |
Identifies if the attestation /OMB /perjury messages need to be heard. Y = true and N = false |
true, false |
Undefined |
boolean (true/false) |
N |
pob_needed |
indicates whether we need to collect the caller's place of birth |
true, false |
true |
-- |
N |
rb_statusCode |
Variable returned determines if the host backend system is available. |
0000, 0150, 0151, 0152, 0226, 0508, 1111, 7777, 8888 |
Undefined |
string |
N |
rb_statusDescription |
Status code text description for Replacement 1099. |
-- |
Undefined |
string |
N |
replacement_statement_deceased |
indicates whether the replacement 1099 requested is for a deceased person |
true, false |
true |
-- |
N |
SPEAK_FREELY_ACTIVE |
toggle - set by administrator - to control whether NLU is on or off |
true, false |
Undefined |
-- |
N |
spell_name |
indicates whether name collection should be attempted using spell-only |
true, false |
true |
-- |
N |
ss_statusCode |
-- |
0000, 0150, 0151, 0152, 7777 |
Undefined |
-- |
N |
ss_statusDescription |
-- |
-- |
Undefined |
-- |
N |
startTime1 |
start time when emergency broadcast message 1 should be played |
<time> |
Undefined |
-- |
N |
startTime2 |
start time when emergency broadcast message 2 should be played |
<time> |
Undefined |
-- |
N |
startTime3 |
start time when emergency broadcast message 3 should be played |
<time> |
Undefined |
-- |
N |
status_collectaddress_zipcode |
indicates whether zip code is a valid, USPS zip code |
valid |
Undefined |
-- |
N |
taxActiveFlag |
indicator to determine if the tax information broadcast message is active or not |
-- |
Undefined |
-- |
N |
taxBroadcastPrompt |
The name of the tax information broadcast wav file |
-- |
Undefined |
-- |
N |
tnrs_checked |
keeps track of whether or not the TNRS database has been checked |
true, false |
false |
-- |
N |
tnrs_db_upfront |
Determines if the TNRS database should be called prior to (true), or after (false), the first name collection. |
true, false |
Undefined |
boolean (true/false) |
N |
tnrs_firstName |
First name, max length 10 |
-- |
Undefined |
string |
N |
tnrs_lastName |
Last name, max length 13 |
-- |
Undefined |
string |
N |
tnrs_otherLastName |
Other last name, max length 13 |
-- |
Undefined |
string |
N |
tnrs_statusCode |
Variable returned determines if the host backend system is available. |
0000, 0151, 9999 |
Undefined |
string |
N |
tr_city |
-- |
-- |
Undefined |
string |
N |
tr_firstName |
-- |
-- |
Undefined |
string |
N |
tr_lastName |
-- |
-- |
Undefined |
string |
N |
tr_state |
-- |
-- |
Undefined |
string |
N |
tr_streetAddress |
-- |
-- |
Undefined |
string |
N |
tr_zipCode |
-- |
-- |
Undefined |
string |
N |
transcription_address |
holds the collected address to which material should be sent from the Transcription dialog |
-- |
Undefined |
-- |
N |
transcription_form_quantity |
holds the number of forms requested by the caller |
-- |
Undefined |
-- |
N |
transcription_transaction_status |
indictaes the status of the task in the Transcription dialog |
success, failure |
Undefined |
-- |
N |
transfer_reason |
indicates the reason for caller transfer |
error, failure |
Undefined |
-- |
N |
Recognition Variables
Variable Name |
Description |
Possible Values |
Initial Value |
Type |
Configurable |
1100_zip@CollectAddress_ZipCode |
-- |
zip |
Undefined |
-- |
N |
1300_cmd@CollectAddress_ZipCode |
-- |
help |
Undefined |
-- |
N |
1300_street@CollectAddress_ZipCode |
-- |
streetnamenumber, ruralroutenumber |
Undefined |
-- |
N |
1350_apartment@CollectAddress_ZipCode |
-- |
apt_<number>, bldg_<number>, fl_<number>, msc_<number>, no_apt, ste_<number>, unit_<number> |
Undefined |
-- |
N |
1500_cmd@CollectAddress_ZipCode |
-- |
help |
Undefined |
-- |
N |
1500_yesno@CollectAddress_ZipCode |
-- |
yes, no |
Undefined |
-- |
N |
address_disambig_menu |
Identifies what the caller chooses in the address disambiguation menu (update personal address or find a SS office) |
office, update_address |
Undefined |
ECMAScript object |
N |
alt_name_yesno |
-- |
no, yes |
Undefined |
-- |
N |
application_status_yesno |
-- |
no, yes |
Undefined |
-- |
N |
ask_partd_enrolled_yesno |
-- |
no, repeat, yes |
Undefined |
-- |
N |
attestation_act_details |
-- |
-- |
Undefined |
-- |
N |
attestation_question |
-- |
continue, more_information |
Undefined |
-- |
N |
backoff_main_menu |
-- |
application_status, cards, medicare, office_locations, other_options, repeat, update |
Undefined |
-- |
N |
backoff_other_options_menu |
-- |
application, benefits_statement, direct_deposit, go_back, proof_of_income, repeat, something_else, spanish |
Undefined |
-- |
N |
benefits_application_menu |
-- |
medicare, repeat, social_security, something_else |
Undefined |
-- |
N |
benefits_earnings_menu |
-- |
benefits_statement, proof_of_income, something_else |
Undefined |
-- |
N |
benefits_menu |
-- |
application_status, apply, direct_deposit, other_options, payment |
Undefined |
-- |
N |
benefits_other_options_menu |
-- |
earnings_statement, forms, pamphlets, proof_of_income, repeat, something_else, update |
Undefined |
-- |
N |
benefits_statement_end_menu |
-- |
no, repeat, yes |
Undefined |
-- |
N |
benefits_update_information_menu |
-- |
address, direct_deposit, name, something_else |
Undefined |
-- |
N |
card_center_location_info_menu |
-- |
change, directions, field_office, finished, repeat |
Undefined |
-- |
N |
card_center_location_info_menu@import |
-- |
change, field_office, finished, repeat |
Undefined |
-- |
N |
card_center_location_info_menu@import |
-- |
change, field_office, finished, repeat |
Undefined |
-- |
N |
card_center_location_info_menu@import |
-- |
change, field_office, finished, repeat |
Undefined |
-- |
N |
card_center_location_info_menu@import |
-- |
change, field_office, finished, repeat |
Undefined |
-- |
N |
card_center_needed_yesno |
-- |
no, yes |
Undefined |
-- |
N |
card_menu_medicare |
-- |
new_card, replacement_card, something_else |
Undefined |
-- |
N |
card_menu_social_security |
-- |
new_card, replacement_card, something_else, update |
Undefined |
-- |
N |
cards_update_information_menu |
-- |
address, name, something_else |
Undefined |
-- |
N |
cd_account_number |
-- |
<account number>, repeat |
Undefined |
-- |
N |
cd_account_type_menu |
-- |
checking, dont_have, investment, repeat, savings |
Undefined |
-- |
N |
cd_calling_about_self_yesno |
-- |
no, repeat, yes |
Undefined |
-- |
N |
cd_effective_asap_yesno |
-- |
no, yes |
Undefined |
-- |
N |
cd_effective_date_menu |
-- |
<effective_date> |
Undefined |
-- |
N |
cd_effective_month |
-- |
april, august, december, february, january, july, june, march, may, november, october, september, soon_as_possible |
Undefined |
-- |
N |
cd_not_eligible_menu |
-- |
more_information |
Undefined |
-- |
N |
cd_phone_number |
-- |
phone_number, repeat |
Undefined |
-- |
N |
cd_phone_type_menu |
-- |
attorney, cell, home, something_else, work |
Undefined |
-- |
N |
cd_receiving_benefits_yesno |
-- |
no, yes |
Undefined |
-- |
N |
cd_routing_number |
-- |
<routing number>, dont_know, repeat |
Undefined |
-- |
N |
cd_type_of_change_menu |
-- |
address, both, phone |
Undefined |
-- |
N |
check_late_yesno |
-- |
no, yes |
Undefined |
-- |
N |
checks_repeat_yesno |
-- |
no, repeat, yes |
Undefined |
-- |
N |
citizenship_msg_yesno |
-- |
no, yes |
Undefined |
-- |
N |
citizenship_question_yesno |
-- |
no, yes |
Undefined |
-- |
N |
cityState@CollectAddress_ZipCode |
-- |
-- |
Undefined |
-- |
N |
cola_msg_yesno |
-- |
no, yes |
Undefined |
-- |
N |
colaActiveFlag |
indicator to determine if the message is active or not |
-- |
Undefined |
-- |
N |
collectaddress_apartment_number |
-- |
-- |
Undefined |
-- |
N |
collectaddress_confirm_address |
-- |
yes, no |
Undefined |
-- |
N |
collectaddress_street_address |
-- |
streetnamenumber, ruralroutenumber |
Undefined |
-- |
N |
collectaddress_zip |
holds collected zip code for address collection |
zip |
Undefined |
-- |
N |
confirmname |
-- |
no, repeat, yes |
Undefined |
-- |
N |
corrections@CollectAddress_ZipCode |
-- |
-- |
Undefined |
-- |
N |
cs_multi_claim_end_menu |
-- |
different_number, finished, next_claim |
Undefined |
-- |
N |
cs_multi_last_claim_end_menu |
-- |
different_number, finished, repeat_claims |
Undefined |
-- |
N |
cs_no_status_end_menu |
-- |
different_number, finished, repeat |
Undefined |
-- |
N |
cs_one_claim_end_menu |
-- |
different_number, finished |
Undefined |
-- |
N |
cs_repeat_status_yesno |
-- |
no, yes |
Undefined |
-- |
N |
cs_which_claim_yesno |
-- |
no, yes |
Undefined |
-- |
N |
current_year_question_yesno |
-- |
no, yes |
Undefined |
-- |
N |
deceased_ssn_collection |
-- |
<ssn>, dont_know |
Undefined |
-- |
N |
disability_disambig_menu |
Identifies what the caller chooses in the disability disambiguation menu (apply for benefits, claim status, or benefit check) |
apply, check, claim_status, else |
Undefined |
ECMAScript object |
N |
earnings_menu |
-- |
benefits_statement, earnings_statement, proof_of_income, something_else |
Undefined |
-- |
N |
employment_disambig_menu_yesno |
Identifies if the caller needs a copy of their work history (yes) or not (no) |
no, yes |
Undefined |
boolean (true/false) |
N |
ExitReason@CollectAddress_ZipCode |
-- |
Failure, Success |
Undefined |
-- |
N |
fol_physicalzipquestion_yesno |
If a Sacramento zip code is entered in FOL determines if the zip code is for the caller's physical address. |
no, repeat, yes |
Undefined |
boolean (true/false) |
N |
fol_zip_code_collection |
-- |
<zip code>, dont_know |
Undefined |
-- |
N |
form_for_self_yesno |
-- |
no, yes |
Undefined |
-- |
N |
forms_general_menu |
-- |
benefits_statement, earnings_statement, proof_of_income, something_else |
Undefined |
-- |
N |
future_benefits_menu |
-- |
order_form, other_questions, repeat |
Undefined |
-- |
N |
future_benefits_yesno |
-- |
no, yes |
Undefined |
-- |
N |
get_confirmation_number |
-- |
<confirmation number>, dont_have, repeat |
Undefined |
-- |
N |
get_dob |
-- |
dob |
Undefined |
-- |
N |
get_form_menu |
-- |
main_menu, office, order_form, website |
Undefined |
-- |
N |
get_last_payment_amount |
-- |
dont_know, last_payment_amount, repeat |
Undefined |
-- |
N |
get_pob |
-- |
af_af, af_am, af_ca, af_eu, af_me, af_pa, ak, al, ar, as, az, ca, co, ct, dc, de, fl, ga, gu, hi, ia, id, il, in, ks, ky, la, ma, md, me, mh, mi, mn, mo, mp, ms, mt, nc, nd, ne, nh, nj, nm, nv, ny, oh, ok, or, other, pa, pr, pw, repeat, ri, sc, sd, state, territory, tn, tx, ut, va, vi, vt, wa, wi, wv, wy |
Undefined |
-- |
N |
get_ssn |
-- |
<ssn>, repeat |
Undefined |
-- |
N |
help_with_drug_costs_yesno |
-- |
no, yes |
Undefined |
-- |
N |
internet_address_menu |
-- |
details, problem, repeat |
Undefined |
-- |
N |
internet_information_yesno |
-- |
no, yes |
Undefined |
-- |
N |
language_selection |
-- |
spanish |
Undefined |
-- |
N |
late_payment_exit_yesno |
-- |
no, yes |
Undefined |
-- |
N |
late_payment_menu |
-- |
direct_deposit, mail, not_sure, repeat |
Undefined |
-- |
N |
main_menu |
-- |
1099_benefits_statement, address_general, agent, benefits_application, benefits_general, benefits_verification, cards_general, change_of_address, checks, citizenship_general, claims_status_general, claims_status_new, cost_of_living_adjustment, direct_deposit, disability_benefits_general, earnings_statement, employment_general, field_office_locator, forms_general, general, internet_general, main_menu, medicare, medicare_replacement_card, name_or_address_verify, payment_late, repeat, replacement_general, representative_payee, social_security_card_general, social_security_number_verification, spanish, supplemental_security_income, tax_general, transcription_pamphlets, transfer_appeal_new, transfer_appointment, transfer_back_payment, transfer_balance, transfer_benefits_problem, transfer_billing, transfer_birth, transfer_cancel, transfer_case_change, transfer_check_deductions, transfer_check_replacement, transfer_child_support, transfer_circuit_breaker, transfer_claims_medicare, transfer_claims_new, transfer_college, transfer_complaint, transfer_death, transfer_debit_card, transfer_dependent, transfer_disability, transfer_divorce, transfer_earnings_general, transfer_eligibility, transfer_employment_change, transfer_fax, transfer_food_stamps, transfer_forms_w2, transfer_fraud, transfer_housing, transfer_insurance, transfer_legal, transfer_letter, transfer_license, transfer_loans, transfer_marriage, transfer_military_service, transfer_password, transfer_payment_amount, transfer_payment_arrangement, transfer_payment_over, transfer_payment_stop, transfer_pension, transfer_refund, transfer_retirement, transfer_return_call, transfer_ssi_change, transfer_tax_withholding, update_information |
Undefined |
-- |
N |
medicare_apply_menu |
-- |
no, yes |
Undefined |
-- |
N |
medicare_enroll_msg_yesno |
-- |
no, yes |
Undefined |
-- |
N |
medicare_information_yesno |
-- |
no, yes |
Undefined |
-- |
N |
medicare_subsidy_msg_yesno |
-- |
no, yes |
Undefined |
-- |
N |
no_relationship_end_menu |
-- |
no, yes |
Undefined |
-- |
N |
not_eligible_details_yesno |
-- |
no, yes |
Undefined |
-- |
N |
office_directions_menu |
-- |
change, finished, repeat |
Undefined |
-- |
N |
office_location_info_menu |
-- |
change, directions, finished, repeat |
Undefined |
-- |
N |
office_location_info_menu@import |
-- |
change, finished, repeat |
Undefined |
-- |
N |
office_location_info_menu@import |
-- |
change, finished, repeat |
Undefined |
-- |
N |
office_location_info_menu@import |
-- |
change, finished, repeat |
Undefined |
-- |
N |
office_location_info_menu@import |
-- |
change, finished, repeat |
Undefined |
-- |
N |
order_drug_help_form_yesno |
-- |
no, yes |
Undefined |
-- |
N |
paperwork_details |
-- |
skip_it |
Undefined |
-- |
N |
paperwork_end_menu |
-- |
continue, privacy_act, repeat |
Undefined |
-- |
N |
payee_become_menu |
-- |
finished, office, payee_options, repeat |
Undefined |
-- |
N |
payee_change_menu |
-- |
office, payee_options, repeat |
Undefined |
-- |
N |
payee_misuse_menu |
-- |
finished, payee_options, repeat |
Undefined |
-- |
N |
payee_program_menu |
-- |
payee_options, repeat |
Undefined |
-- |
N |
perjury_message_yesno |
Determines if the caller agrees to the perjury message. |
no, yes |
Undefined |
boolean (true/false) |
N |
person_living_yesno |
-- |
no, repeat, yes |
Undefined |
-- |
N |
privacy_details |
-- |
skip_it |
Undefined |
-- |
N |
privacy_end_menu |
-- |
continue, paperwork_act, repeat |
Undefined |
-- |
N |
receiving_benefits_yesno |
-- |
no, yes |
Undefined |
-- |
N |
remove_phone_menu |
-- |
change, remove |
Undefined |
-- |
N |
rep_payee_menu |
-- |
become, change, misuse, program, report, something_else |
Undefined |
-- |
N |
replacement_disambig_menu |
Identifies what the caller chooses in the replacement disambiguation menu (1099, card, something_else) |
1099, card, else |
Undefined |
ECMAScript object |
N |
replacement_medicare_card_yesno |
-- |
no, yes |
Undefined |
-- |
N |
replacement_statement_end_menu |
-- |
no, yes |
Undefined |
-- |
N |
sayandspellfirst |
-- |
<name> |
Undefined |
-- |
N |
sayandspellfirst_tnrs |
grammar compiled from tnrs hit |
<name_tnrs) |
Undefined |
-- |
N |
sayandspelllast |
-- |
<name> |
Undefined |
-- |
N |
sayandspelllast_tnrs |
grammar compiled from tnrs hit |
<name_tnrs> |
Undefined |
-- |
N |
social_security_card_menu |
-- |
documents, get_form, help_with_form, office, repeat, something_else, submit_form |
Undefined |
-- |
N |
spellfirst |
-- |
<name> |
Undefined |
-- |
N |
spellfirst_tnrs |
grammar compiled from tnrs hit |
<name_tnrs> |
Undefined |
-- |
N |
spelllast |
-- |
<name> |
Undefined |
-- |
N |
spelllast_tnrs |
grammar compiled from tnrs hit |
<name_tnrs> |
Undefined |
-- |
N |
ss5verify_msg_yesno |
-- |
no, yes |
Undefined |
-- |
N |
ssi_menu |
-- |
apply, citizenship, problem, repeat |
Undefined |
-- |
N |
ssn_verify_menu |
Identifies the caller option in the Social Security verification menu. |
finished, office, repeat |
Undefined |
ECMAScript object |
N |
Status@CollectAddress_ZipCode |
-- |
Valid |
Undefined |
-- |
N |
submit_form_yesno |
-- |
no, yes |
Undefined |
-- |
N |
supporting_documents_final_yesno |
-- |
no, yes |
Undefined |
-- |
N |
supporting_documents_nonfinal_menu |
menu of options for supporting dox message, NOT last message |
finished, keep_going, repeat |
Undefined |
-- |
N |
taxes_msd_yesno |
-- |
no, yes |
Undefined |
-- |
N |
taxMsgEndTime |
end time when tax information broadcast message should be played |
-- |
Undefined |
-- |
N |
taxMsgStartTime |
start time when tax information broadcast message should be played |
-- |
Undefined |
-- |
N |
TNRS_get_name |
grammar, constructed from TNRS DB hit, collects caller's full name |
<name>, repeat |
Undefined |
-- |
N |
tr_confirm_address_yesno |
-- |
no, yes |
Undefined |
-- |
N |
tr_get_pamphlet_menu |
-- |
finished, no, repeat, skip, yes |
Undefined |
-- |
N |
tr_how_many_forms_menu |
-- |
1, 10, 11, 12, 13, 14, 15, 2, 3, 4, 5, 6, 7, 8, 9, repeat |
Undefined |
-- |
N |
tr_pamphlet_more_choices_yesno |
-- |
no, repeat, yes |
Undefined |
-- |
N |
web_instructions_yesno |
-- |
no, yes |
Undefined |
-- |
N |
which_act_details |
-- |
both, neither, paperwork_act, privacy_act |
Undefined |
-- |
N |
which_card_menu |
-- |
both, medicare, social_security, something_else |
Undefined |
-- |
N |
Appendix B: Grammar Mapping Table
main
Node Name |
Recognition Variable |
Possible Values |
Key |
Grammar Slot |
mm0110_LanguageSelection_DM |
language_selection |
spanish |
result |
dm_root |
mm0120_RecordingMsg_DM |
language_selection |
spanish |
result |
dm_root |
mm0210_SFMainMenu_DM |
main_menu |
address_general, benefits_application, claims_status_general, transfer_appeal_new, benefits_general, transfer_appointment, transfer_back_payment, transfer_balance, transfer_benefits_problem, transfer_birth, transfer_cancel, cards_general, medicare_replacement_card, social_security_card_general, change_of_address, checks, transfer_case_change, transfer_check_replacement, transfer_ssi_change, cost_of_living_adjustment, general, transfer_check_deductions, transfer_child_support, transfer_circuit_breaker, transfer_claims_medicare, transfer_college, transfer_complaint, transfer_death, transfer_debit_card, direct_deposit, disability_benefits_general, earnings_statement, transfer_dependent, transfer_disability, transfer_divorce, transfer_earnings_general, 1099_benefits_statement, employment_general, field_office_locator, forms_general, transfer_eligibility, transfer_employment_change, transfer_fax, transfer_food_stamps, transfer_fraud, transfer_housing, internet_general, medicare, payment_late, tax_general, transcription_pamphlets, transfer_insurance, transfer_legal, transfer_letter, transfer_license, transfer_loans, transfer_marriage, agent, benefits_verification, claims_status_new, name_or_address_verify, transfer_military_service, transfer_password, transfer_payment_amount, transfer_payment_arrangement, transfer_payment_over, transfer_payment_stop, transfer_pension, replacement_general, representative_payee, social_security_number_verification, supplemental_security_income, transfer_refund, transfer_retirement, transfer_return_call, transfer_tax_withholding, spanish, transfer_forms_w2, update_information, transfer_claims_new, citizenship_general, transfer_billing, repeat, main_menu |
result |
dm_root |
mm0303_AskRepeatCola_DM |
cola_msg_yesno |
no, yes |
result |
dm_root |
mm0420_AddressVerifyMsg_DM |
ss5verify_msg_yesno |
no, yes |
result1 |
dm_root |
mm0430_AddressDisambig_DM |
address_disambig_menu |
office, update_address |
result |
dm_root |
mm0450_EmploymentDisambig_DM |
employment_disambig_menu_yesno |
no, yes |
result |
dm_root |
mm0460_SSNVerification_DM |
ssn_verify_menu |
office, finished, repeat |
result |
dm_root |
mm0440_DisabilityDisambig_DM |
disability_disambig_menu |
apply, check, claim_status, else |
result |
dm_root |
mm0470_ReplacementDisambig_DM |
replacement_disambig_menu |
1099, card, else |
result |
dm_root |
mm0410_AskRepeatTaxes_DM |
cola_msg_yesno |
no, yes |
result |
dm_root |
mm0600_BackoffMainMenu_DM |
backoff_main_menu |
cards, medicare, application_status, office_locations, other_options, update, repeat |
result |
dm_root |
mm0610_BackoffOtherOptionsMenu_DM |
backoff_other_options_menu |
application, benefits_statement, direct_deposit, proof_of_income, something_else, go_back, spanish, repeat |
result |
dm_root |
mm0700_Benefits_DM |
benefits_menu |
apply, application_status, direct_deposit, payment, other_options |
result |
dm_root |
mm0800_BenefitsApplicationMenu_DM |
benefits_application_menu |
medicare, social_security, something_else, repeat |
result |
dm_root |
mm0810_ApplicationStatusQuestion_DM |
application_status_yesno |
no, yes |
result |
dm_root |
mm0900_BenefitsMoreOptions_DM |
benefits_other_options_menu |
something_else, update, earnings_statement, forms, pamphlets, proof_of_income, repeat |
result |
dm_root |
mm0910_UpdatePersonalInfo_DM |
benefits_update_information_menu |
address, name, something_else, direct_deposit |
result |
dm_root |
mm1100_SocialSecurityCardsMenu_DM |
card_menu_social_security |
new_card, replacement_card, something_else, update |
result |
dm_root |
mm1110_UpdatePersonalInfo_DM |
cards_update_information_menu |
address, name, something_else |
result |
dm_root |
mm1105_MedicareCardsMenu_DM |
card_menu_medicare |
new_card, replacement_card, something_else |
result |
dm_root |
mm1210_InternetAddress_DM |
internet_address_menu |
details, problem, repeat |
result |
dm_root |
mm1220_InternetInformation_DM |
internet_information_yesno |
no, yes |
result |
dm_root |
mm1300_WhichCard_DM |
which_card_menu |
both, medicare, social_security, something_else |
result1 |
dm_root |
mm1430_SocialSecurityCardMenu_DM |
social_security_card_menu |
documents, get_form, help_with_form, submit_form, office, something_else, repeat |
result |
dm_root |
mm1500_CitizenshipQuestion_DM |
citizenship_question_yesno |
no, yes |
result |
dm_root |
mm1520_GetForm_DM |
get_form_menu |
office, order_form, main_menu, website |
result |
dm_root |
mm1510_CitizenDocumentsMsgPart1_DM |
supporting_documents_nonfinal_menu |
finished, keep_going, repeat |
result |
dm_root |
mm1512_CitizenDocumentsMsgPart2_DM |
supporting_documents_final_yesno |
no, yes |
result |
dm_root |
mm1515_NonCitizenDocumentsMsgPart1_DM |
supporting_documents_nonfinal_menu |
finished, keep_going, repeat |
result |
dm_root |
mm1517_NonCitizenDocumentsMsgPart2_DM |
supporting_documents_nonfinal_menu |
finished, keep_going, repeat |
result |
dm_root |
mm1519_NonCitizenDocumentsMsgPart3_DM |
supporting_documents_final_yesno |
no, yes |
result |
dm_root |
mm1530_WebsiteInstructions_DM |
web_instructions_yesno |
no, yes |
result |
dm_root |
mm1600_SubmitForm_DM |
submit_form_yesno |
no, yes |
result |
dm_root |
mm1700_MedicareApplyMenu_DM |
medicare_apply_menu |
no, yes |
result |
dm_root |
mm1720_MedicareEnrollMsg_DM |
medicare_enroll_msg_yesno |
no, yes |
result |
dm_root |
mm1730_MedicareDrugQuestion_DM |
medicare_information_yesno |
no, yes |
result |
dm_root |
mm1740_MedicareSusidyMsg_DM |
medicare_subsidy_msg_yesno |
no, yes |
result1 |
dm_root |
mm1750_AskPartD_DM |
ask_partd_enrolled_yesno |
no, yes, repeat |
result |
dm_root |
mm1760_HelpWithDrugCosts_DM |
help_with_drug_costs_yesno |
no, yes |
result |
dm_root |
mm1710_ReplacementCardQuestion_DM |
replacement_medicare_card_yesno |
no, yes |
result |
dm_root |
mm1770_OrderDrugFormQuestion_DM |
order_drug_help_form_yesno |
no, yes |
result |
dm_root |
mm1800_SSIMenu_DM |
ssi_menu |
apply, citizenship, problem, repeat |
result |
dm_root |
mm1810_CitizenshipMsg_DM |
citizenship_msg_yesno |
no, yes |
result |
dm_root |
mm1905_Checks_DM |
checks_repeat_yesno |
no, yes, repeat |
result |
dm_root |
mm1910_LatePaymentMenu_DM |
late_payment_menu |
direct_deposit, mail, not_sure, repeat |
result |
dm_root |
mm1940_LatePaymentExit_DM |
late_payment_exit_yesno |
no, yes |
result |
dm_root |
mm1900_ReceivingBenefits_DM |
receiving_benefits_yesno |
no, yes |
result |
dm_root |
mm1907_LatePaymentQuestion_DM |
check_late_yesno |
no, yes |
result1 |
dm_root |
mm2000_ReceivingBenefits_DM |
receiving_benefits_yesno |
no, yes |
result |
dm_root |
mm2010_BenefitsEarnings_DM |
benefits_earnings_menu |
benefits_statement, proof_of_income, something_else |
result |
dm_root |
mm2030_OtherQuestions_DM |
future_benefits_yesno |
no, yes |
result |
dm_root |
mm2040_FutureBenefits_DM |
future_benefits_menu |
order_form, other_questions, repeat |
result |
dm_root |
mm2100_RepPayeeMenu_DM |
rep_payee_menu |
become, change, misuse, program, report, something_else |
result |
dm_root |
mm2110_ProgramMsg_DM |
payee_program_menu |
payee_options, repeat |
result |
dm_root |
mm2120_ChangeMsg_DM |
payee_change_menu |
office, payee_options, repeat |
result |
dm_root |
mm2200_BecomePayee_DM |
payee_become_menu |
office, payee_options, finished, repeat |
result |
dm_root |
mm2210_PayeeMisuse_DM |
payee_misuse_menu |
payee_options, finished, repeat |
result |
dm_root |
mm2300_FormsGeneral_DM |
forms_general_menu |
benefits_statement, proof_of_income, earnings_statement, something_else |
result |
dm_root |
mm2400_EarningsMenu_DM |
earnings_menu |
proof_of_income, something_else, benefits_statement, earnings_statement |
result |
dm_root |
AddressOSDM
Node Name |
Recognition Variable |
Possible Values |
Key |
Grammar Slot |
ad0110_zipcode_DM |
collectaddress_zip |
zip |
zip |
dm_root |
ad0140_FullAddress_DM |
collectaddress_street_address |
ruralroutenumber, streetnamenumber |
street |
dm_root |
ad0150_SecondaryAddress_DM |
1350_apartment@CollectAddress_ZipCode |
no_apt, apt_<number>, bldg_<number>, fl_<number>, msc_<number>, ste_<number>, unit_<number> |
apartment |
dm_root |
ad0200_ConfirmFull_DM |
collectaddress_confirm_address |
no, yes |
yesno |
dm_root |
BenefitsVerification
Node Name |
Recognition Variable |
Possible Values |
Key |
Grammar Slot |
-- |
-- |
-- |
-- |
-- |
ChangeOfAddress
Node Name |
Recognition Variable |
Possible Values |
Key |
Grammar Slot |
ca0220_ReceivingBenefits_DM |
cd_receiving_benefits_yesno |
no, yes |
result |
dm_root |
ca0260_CallingAboutSelf_DM |
cd_calling_about_self_yesno |
no, yes, repeat |
result |
dm_root |
ca0230_NotEligible_DM |
cd_not_eligible_menu |
more_information |
result |
dm_root |
ca0240_NotEligibleDetails_DM |
not_eligible_details_yesno |
no, yes |
result |
dm_root |
ca0310_TypeOfChange_DM |
cd_type_of_change_menu |
address, both, phone |
result |
dm_root |
ca0410_TypeOfPhone_DM |
cd_phone_type_menu |
attorney, home, cell, something_else, work |
result |
dm_root |
ca0420_CollectPhoneNumber_DM |
cd_phone_number |
phone_number, repeat |
result |
dm_root |
ca0430_COAEffectiveASAP_DM |
cd_effective_asap_yesno |
no, yes |
result |
dm_root |
ca0435_EffectiveDate_DM |
cd_effective_date_menu |
<effective_date> |
result |
dm_root |
ca0400_RemoveOrChangePhone_DM |
remove_phone_menu |
change, remove |
result |
dm_root |
ClaimStatusRequests
Node Name |
Recognition Variable |
Possible Values |
Key |
Grammar Slot |
cs0120_ConfirmationNumber_DM |
get_confirmation_number |
<confirmation number>, dont_have, repeat |
result |
dm_root |
cs0210_WhichClaim_DM |
cs_which_claim_yesno |
no, yes |
result |
dm_root |
cs0240_OneClaimEnd_DM |
cs_one_claim_end_menu |
different_number, finished |
result |
dm_root |
cs0250_MultiClaimEnd_DM |
cs_multi_claim_end_menu |
different_number, finished, next_claim |
result |
dm_root |
cs0230_RepeatStatus_DM |
cs_repeat_status_yesno |
no, yes |
result |
dm_root |
cs0260_NoStatusEnd_DM |
cs_no_status_end_menu |
different_number, finished, repeat |
result |
dm_root |
cs0270_MultiLastClaimEnd_DM |
cs_multi_last_claim_end_menu |
different_number, finished, repeat_claims |
result |
dm_root |
DirectDeposit
Node Name |
Recognition Variable |
Possible Values |
Key |
Grammar Slot |
dd0220_ReceivingBenefits_DM |
cd_receiving_benefits_yesno |
no, yes |
result |
dm_root |
dd0260_CallingAboutSelf_DM |
cd_calling_about_self_yesno |
no, yes, repeat |
result |
dm_root |
dd0430_AccountType_DM |
cd_account_type_menu |
checking, dont_have, investment, savings, repeat |
result |
dm_root |
dd0410_EffectiveMonth_DM |
cd_effective_month |
april, august, december, february, january, july, june, march, may, november, october, september, soon_as_possible |
result |
dm_root |
dd0440_CollectRoutingNumber_DM |
cd_routing_number |
<routing number>, dont_know, repeat |
result |
dm_root |
dd0450_CollectAccountNumber_DM |
cd_account_number |
<account number>, repeat |
result |
dm_root |
dd0400_DDEffectiveASAP_DM |
cd_effective_asap_yesno |
no, yes |
result |
dm_root |
FieldOfficeLocator
Node Name |
Recognition Variable |
Possible Values |
Key |
Grammar Slot |
fl0100_GetZipCode_DM |
fol_zip_code_collection |
<zip code>, dont_know |
result |
dm_root |
fl0120_OfficeLocationInfo_DM |
office_location_info_menu@import |
change, finished, repeat |
result |
dm_root |
fl0105_CardCenterNeededQuestion_DM |
card_center_needed_yesno |
no, yes |
result |
dm_root |
fl0125_CardCenterInfo_DM |
card_center_location_info_menu@import |
change, finished, field_office, repeat |
result |
dm_root |
fl0115_PhysicalZipCode_DM |
fol_physicalzipquestion_yesno |
no, yes, repeat |
result |
dm_root |
KnowledgeBasedAuthentication
Node Name |
Recognition Variable |
Possible Values |
Key |
Grammar Slot |
ka0210_AttestationQuestion_DM |
attestation_question |
continue, more_information |
result |
dm_root |
ka0225_WhichActDetails_DM |
which_act_details |
both, paperwork_act, privacy_act, neither |
result |
dm_root |
ka0230_PrivacyActDetails_DM |
privacy_details |
skip_it |
result |
dm_root |
ka0240_PaperworkActDetails_DM |
paperwork_details |
skip_it |
result |
dm_root |
ka0250_PrivacyEndMenu_DM |
privacy_end_menu |
continue, paperwork_act, repeat |
result |
dm_root |
ka0260_PaperworkEndMenu_DM |
paperwork_end_menu |
continue, privacy_act, repeat |
result |
dm_root |
ka0270_PerjuryMessage_DM |
perjury_message_yesno |
no, yes |
result |
dm_root |
ka0310_GetSSN_DM |
get_ssn |
<ssn>, repeat |
result |
dm_root |
ka0355_TNRSGetName_DM |
TNRS_get_name |
<name>, repeat |
result |
dm_root |
ka0410_AltNameQuestion_DM |
alt_name_yesno |
no, yes |
result |
dm_root |
ka0510_GetDOB_DM |
get_dob |
dob |
result |
dm_root |
ka0710_GetPlaceOfBirth_DM |
get_pob |
other, state, territory, ak, al, as, az, af_af, af_am, af_ca, af_eu, af_me, af_pa, ar, ca, co, ct, dc, de, fl, ga, gu, hi, ia, id, il, in, ks, ky, la, ma, md, me, mh, mi, mn, mo, mp, ms, mt, nc, nd, ne, nh, nj, nm, nv, ny, oh, ok, or, pa, pr, pw, ri, sc, sd, tn, tx, ut, va, vi, vt, wa, wi, wv, wy, repeat |
result |
dm_root |
ka0810_GetLastPaymentAmount_DM |
get_last_payment_amount |
last_payment_amount, dont_know, repeat |
result |
dm_root |
MedicareReplacementCard
Node Name |
Recognition Variable |
Possible Values |
Key |
Grammar Slot |
-- |
-- |
-- |
-- |
-- |
NameOSDM
Node Name |
Recognition Variable |
Possible Values |
Key |
Grammar Slot |
na0120_SayAndSpellFirst_DM |
sayandspellfirst |
<name> |
result |
dm_root |
na0120_SayAndSpellFirst_DM |
sayandspellfirst_tnrs |
<name_tnrs) |
result1 |
dm_slot1 |
na0130_SayAndSpellLast_DM |
sayandspelllast |
<name> |
result |
dm_root |
na0130_SayAndSpellLast_DM |
sayandspelllast_tnrs |
<name_tnrs> |
result1 |
dm_slot1 |
na0140_SpellFirst_DM |
spellfirst |
<name> |
result |
dm_root |
na0140_SpellFirst_DM |
spellfirst_tnrs |
<name_tnrs> |
result1 |
dm_slot1 |
na0150_SpellLast_DM |
spelllast |
<name> |
result |
dm_root |
na0150_SpellLast_DM |
spelllast_tnrs |
<name_tnrs> |
result1 |
dm_slot1 |
na0200_ConfirmName_DM |
confirmname |
no, yes, repeat |
result |
dm_root |
ReplacementBenefitStatement
Node Name |
Recognition Variable |
Possible Values |
Key |
Grammar Slot |
rb0130_1099JanuaryEnd_DM |
replacement_statement_end_menu |
no, yes |
result |
dm_root |
rb0110_CurrentYearQuestion_DM |
current_year_question_yesno |
no, yes |
result |
dm_root |
rb0310_FormForSelf_DM |
form_for_self_yesno |
no, yes |
result |
dm_root |
rb0320_PersonLiving_DM |
person_living_yesno |
no, yes, repeat |
result |
dm_root |
rb0330_DeceasedSocial_DM |
deceased_ssn_collection |
<ssn>, dont_know |
result |
dm_root |
rb0420_NoRelationshipEnd_DM |
no_relationship_end_menu |
no, yes |
result |
dm_root |
rb0440_BenefitsStatementEndMenu_DM |
benefits_statement_end_menu |
no, yes, repeat |
result |
dm_root |
Transcription
Node Name |
Recognition Variable |
Possible Values |
Key |
Grammar Slot |
tr0120_ConfirmAddress_DM |
tr_confirm_address_yesno |
no, yes |
result |
dm_root |
tr0200_AskHowManyForms_DM |
tr_how_many_forms_menu |
1, 10, 11, 12, 13, 14, 15, 2, 3, 4, 5, 6, 7, 8, 9, repeat |
result |
dm_root |
tr0310_UnderstandingSS_DM |
tr_get_pamphlet_menu |
no, yes, finished, skip, repeat |
result |
dm_root |
tr0320_RetirementBenefits_DM |
tr_get_pamphlet_menu |
finished, no, skip, yes, repeat |
result1 |
dm_root |
tr0330_DisabilityBenefits_DM |
tr_get_pamphlet_menu |
finished, no, skip, yes, repeat |
result1 |
dm_root |
tr0340_SurvivorBenefits_DM |
tr_get_pamphlet_menu |
finished, no, skip, yes, repeat |
result1 |
dm_root |
tr0420_DisabledChildrenBenefits_DM |
tr_get_pamphlet_menu |
finished, no, skip, yes, repeat |
result1 |
dm_root |
tr0430_WomanSS_DM |
tr_get_pamphlet_menu |
finished, no, skip, yes, repeat |
result1 |
dm_root |
tr0410_WorkAffectsBenefits_DM |
tr_get_pamphlet_menu |
finished, no, skip, yes, repeat |
result1 |
dm_root |
tr0540_MoreChoices_DM |
tr_pamphlet_more_choices_yesno |
no, yes, repeat |
result |
dm_root |
| File Type | application/msword |
| File Title | |
| Author | Nuance |
| Last Modified By | Nuance |
| File Modified | 2011-12-05 |
| File Created | 2011-12-05 |
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