Automated Telephone Services - Direct Deposit

Domestic Direct Deposit Application

Automated Telephone System Screen Flow - Direct Deposit

Automated Telephone Services - Direct Deposit

OMB: 0960-0634

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Social Security Administration
Change of Address / Direct Deposit
User Interface Specification
Last Saved: April 02, 2010

Knowledge-Based
Authorization
OMB Attestation Addition
SARA3 DD-COA Module Change Request

Verizon Business Confidential & Proprietary.
This documentation is extremely sensitive; please limit distribution. No part of this document may be
photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business.

4.15.4

Change of Address / Direct Deposit

Verizon Business-- Confidential

Document History
Date

Spec

App

Summary of Changes

Revised by

12/20/04

1.0

Initial version.

Paul Sawyer

01/06/05

1.1

1.0

Paul Sawyer

02/18/05

1.2

1.0

03/04/05

1.3

1.0

03/09/05

2.0

1.0

04/11/05

2.1

1.0

Minor corrections to prompt styles and formatting.
Filled in missing prompt text at 5150.
Fixed prompt names in 5040, 5900 (KBA instead of GLB).
Filled in list of U.S. territories.
Changes based on review of 1/12/05:
Clarify the transfer of control between the Global section and
this section – removed use of the word “caller” to mean
transfer of control and reserve that word for humans dialing the
telephone.
Add separate prompts within 1090 to handle different values of
parameter which_name.
Correct GO TO error in 1000: if names_to_collect is LAST and
spelling_only is true, then go to 1010.
Correct GO TO error in 1060: If BOTH and names_to_collect is
FIRST_LAST, then go to 1070.
Clarify different kinds of confirmation prompts in 1070.
Add Requirement IDs where needed, mostly. Requirement IDs
are mostly not included in the GetName procedure because it
reflects code that is being reused from BEVE. The nested
conditionals in these DMs prevent the simple addition of
Requirement IDs, and restructuring the DM specifications
would put the DM specs out of sync with the existing code.
Change prompt name suffixes in 1090 to be more consistent
with other DMs for the Full, Alt , and Maiden variations.
Fix prompt wording as adjusted during the recording session.
Change 5010 confirmations to “never” as is usual for yes/no
dialogs.
Revised Requirement IDs in 5020, 5100, 5130, 5220, 5260,
5900, 1005, 1010, 1020, 1030, 1040, 1050, 1060, 1070, 1090,
1300, 1400
1. Removed MaxNoMatch row from 1060. Normal max retries
behavior applies to this DM – goes to 1300.
2. Added clarification comment in 5210 for default confirmation
prompt.
3. Add success prompt for Yes in 5010.
4. Add success prompt for Yes in 5130.
5. Add success prompt for Yes in 5210.
6. Disable DTMF input for yes/no confirmation in 5020 (SSN
input).
7. Add silence spacer prompts in 5200.
Changes following user testing.
1. Change prompts in 5020 to encourage callers to speak
numbers quickly. Test participants came with the belief that the
needed to speak s-l-o-w-l-y in order for the system to
understand them, when in fact they were hitting timeouts due
to speaking or punching keys too slowly. Also change timeout
values.
2. Similar changes in 1010 and 1030 to encourage callers to
spell faster.

Knowledge Based Authorization-v 4.15.4

02 April 2010

Paul Sawyer

Steven Ligi

Paul Sawyer

2 of 138

Change of Address / Direct Deposit

Verizon Business-- Confidential

Paul Sawyer

1.0

Changes following review.
1. Show increased timeout value in 1030 (as in 1010)
2. Remove extra space between letters in 1040 spelling.
Fixes to “administrative” bugs.
1. Fix prompt file names in 1040 – two prompts with same
name.
2. Clarified timeout values in 5020 (getting SSN) and restore
DTMF input for confirmation.

1.0

1. Fix prompt text that changed during recording.

Paul Sawyer

04/22/05

2.2

1.0

05/02/05

2.3

05/06/05

2.4

Paul Sawyer

2. Remove superfluous “Got it” from beginning of 5200. Calls
to GetName always end with an acknowledgement, so no need
to further acknowledge the user input of a name.
06/16/05

2.5

1.0

1. Clarify in 5900 that it handles DM failures only in the main
part of KBA, not within GetName which has it’s own failure
handler (1300).

Paul Sawyer

2. Clarify the values of maxnomatches and maxnoinputs within
GetName.
3. 5150 prompt is set to short silence. The failure message to
the caller has already been played within GetName.
08/12/2005

2.6

1.0

Changes (Paul Sawyer):
1.

In 1090, fix Nomatch1 & 2 prompts to have generic
wording (“the” instead of “your”) so that they prompts
work for caller’s last name, caller’s alternate name,
and mother’s maiden last name.

Paul Sawyer &
Nadine Ozkan

Changes following the tuning report recommendations (Nadine
Ozkan):

08/18/2005

2.7

1.0

Prompt changes are in red (style : Table:
RevisedRecordings)

Structural changes are highlighted in yellow:
Replaced all GetName DMS (i.e. DMs
1000, 1005, 1010, 1020, 1030, 1040,
1050, 1060, 1070, 1090, 1300 and 1400)
by new DMs corresponding to the Name
OSDM version 2.0.1.

The inclusion of the Name OSDM also
affects parameters passing in DMs 5030,
5110 and 5140.

Changes highlighted in yellow (highlights from previous version
have been removed)
-

Knowledge Based Authorization-v 4.15.4

Nadine Ozkan

Changes to the Name OSMD specs:
o

Changes to DMs : 1070 and 1080 –
conditions and actions descriptions are
clarified.

DMs 1005 and 1020: removed the
“NoMatch” condition

DMs 5030, 5110 and 5140: Changes to parameters
passed to Name OSDM (exitfailureprompt and
exitsuccessprompts parameter). Correspondingly
added a note about the exit success prompt in 1400.

Prompt 1005-KBA-SayLastName-Promptinitialprompt3-maiden: Minor prompt change.

02 April 2010

3 of 138

Change of Address / Direct Deposit

10/22/05

2.8

1.0

Verizon Business-- Confidential

Changes following tuning 2.

Paul Sawyer

1. Speech parameter changes in Name DMs:
1005_SayLastName, 1020_SayFirstName,
1010_SpellLastName, 1030_SpellFirstName.
2. Add synonyms in 1060_GetMistake.
3. In 1070_RespellFirst and 1080_RespellLast, suggest adding
silence between letters in playback of spelling.
4. In 5130, suggest adding silence between parts of the date
readback, and suggest supporting one-step correction in
confirmation..
5. Remove the word “spelled” from the prompts for say-andspell in 1005 and 1020. The grammar for the Name OSDM
does not include “spelled”.
11 Dec 05

2.9

1.0

1. Restore name collection in Error! Reference source not
found. To use old code and tables instead of Name OSDM.
These are NOT marked as revisions.

Paul Sawyer

2. Simplified 5020 Confirmation Retry and Confirmation
Timeout prompts to use what can be implemented: I think you
said . Is that correct?”
3. Edit prompt text of 5900-KBA-Dmfailure-Prompt1 to match
what was recorded.
2 Feb 06

2.10

1.0

Changes following Tuning 3:

Paul Sawyer

1. Specify one-step correction in 5130, 5200, 1070, 1090.
2. Clarify that global grammars should not be active during
name collection (1005, 1010, 1020, 1030, 1070, 1090).
3. In 5020, add synonyms to catch OOVs. Add “Yes or No” to
end of Initial prompt.
4. Tweak prompts in 1005, 1010, 1020 to emphasize what
caller should do.
5. Change (or re-emphasize) barge-in sensitivity in several
Name collections.
5 Feb 06

2.11

1.0

Add support for blocked accounts. Affects 5230, and adds
5270.

Paul Sawyer

Remove restriction in 5130 on date of birth.
15 Feb 06

2.12

1.0

Changes following discussions and reviews: (previous revision
marking left in place for SSA and CPT review):

Paul Sawyer

1. Back out recommendation for one-step correction in 5130,
1070, 1090. These were recommended back in Tuning 2 but
are difficult to implement and not essential, so will be removed
for now.
2. Revised prompt in 5000 to encourage callers to stick with
automation.

Knowledge Based Authorization-v 4.15.4

02 April 2010

4 of 138

Change of Address / Direct Deposit

21 Aug 06

2.13

Verizon Business-- Confidential

1.0

Changes as a result of Tuning 4.

Paul Sawyer

1. 5010: Remove agent synonyms from grammar. Tweak
prompt to emphasize that exact dollar amount is needed
(saves problems in 5210).
2. 5020: Increase incomplete timeout and max speech duration
values.
3. 5020: Specify some optional prefixes to a SSN. Change low
confidence threshold.
4. 1005: Tweak prompt to emphasize both saying and spelling.
Tweak speech parameters.
5. 1005, 1010, 1020, 1030: Tweak speech parameters.
6. 1060: Add synonyms. Disable global commands.
7. 1070: Tweak speech parameters.
8. 5130: Tweak prompts to encourage correct statement of the
date. Remove unneeded grammar options in dates. Remove
global grammars.
9. 5200: Tweak prompt to encourage saying just STATE.
Disable global Agent and Main Menu. Disable Agent from
confirmation grammar.
10. 5210: Tweak speech parameters. Add “I don’t know”
option.
19 Jan 07

2.14

1.0

Added Message Numbers to all prompts

Sean Stallings
VZB

04 May 07

2.15

1.0

Made minor corrections to 1010, 1060, 1070,1090

Sean Stallings
VZB

24 May 07

2.16

1.0

Made correction 5200

Sean Stallings
VZB

19 July 07

2.16

1.0

Made correction 5000

Carol
Cummings
VZB

3 Aug 07

2.17

1.0

Removed “Quickly” from 50332 – 1030-SpellFirstName-VM

Carol Cummings

Removed “Please” from 50333 - 1030-SpellFirstName-VM

VZB

Added “Please say Yes or No” - 1040 ConfirmName Help
Prompt
Moved “Now” - 50208 (5020-KBA-GetSSNumber-ConfPromptSSN2)
15 Aug 07

2.18

1.0

Updated 50346

Sean Stallings
VZB

22 Aug 07

2.19

1.0

Updated Title and Headers

Sean Stallings
VZB

06 Sept 07

2.20

1.0

Removed global defaults from retry 1 and retry 2 prompts

Sean Stallings
VZB

08 Oct 07

15 Oct 07

2.21

2.22

Knowledge Based Authorization-v 4.15.4

1.0

Updated 1090 to resolve prompting issue for callers who have
not spelled their first or last name yet.

Sean Stallings

Added [Global Default] note to all retry 1 and 2 prompts (except
for name capture)

Sean Stallings

02 April 2010

VZB

5 of 138

Change of Address / Direct Deposit

17 Oct 07

2.23

Verizon Business-- Confidential

1.0

Corrected No Input/No match change to Timeout/ Retry

Sean Stallings
VZB

19 Oct 07

2.24

1.0

Updated message 50367

Sean Stallings
VZB

20 Feb 08

2.25

1.0

Added Check Condition modules, 5015, 5090, 5120, 5140,,
5190, 5205, 900
Added Privacy note to module notes for DM 5020, 5130, 5200,
5210, 1005, 1010, 1020, 1030, 1070, 1090

Sean Stallings
VZB

Added counter increment reporting to module notes for DM
5020, 5130, 5200, 5210, 1005, 1010, 1020, 1030, 1070, 1090
26 Feb 08

2.26

1.0

Added DM 4999

Sean Stallings

Corrected Pathing for Name Collection Process

VZB

Added DM 900
27 Feb 08

28 Feb 08

04 March 08

2.27

2.28

2.29

1.0

Removed Name Collection DM’s (900-1400)

Sean Stallings

Added Name capture prompting/format from 1099

VZB

Updated DM’s 5035, 5045, 5090, 5140, changed confirmation
from “if necessary” to ALWAYS.

Sean Stallings

Added Privacy section the Global Behavior chapter

Sean Stallings

VZB

VZB
10 March 08

2.3

1.0

Updated 5000 with new wording informer callers that they need
to know the exact dollar amount of their last benefits payment.
Removed 5010

Sean Stallings
VZB

Updated 5005, 5030, 5040, 5090, 5120, 5135, 5190, 5205;
Corrected reporting information for “if else” conditions.
19 March 08

2.31

1.0

Added new module, 5215 CantProceed-Msg.

Sean Stallings
VZB

25 Mar 08

2.32

1.0

Corrected reporting string in module 5120

Sean Stallings
VZB

04 Apr 08

11 Apr 08

2.33

2.34

1.0

Clarified wording for 4999 Check Null Condition

Sean Stallings

Removed module 5025

VZB

In order to assure that re-use items are properly reported, in
Check Null Condition, if TVDC items to collect = 0, the call must
then route to the next Check Condition Module.

Sean Stallings
VZB

Prompt 50306 has been corrected.
Module 5190 has been updated, added module note stating
that DTMF 9 is disabled for this module.
1 May 08

2.35

12 May, 2008

2.36

Knowledge Based Authorization-v 4.15.4

1.0

Added reporting string to modules 5020, 5035, 5045, 5100,
5110, 5130, 5140, 5200. 5210.

Sean Stallings

Added reference to Reverse ANI lookup, per SARA, part 3.

Peter Modesto



Added module 5003 to perform lookup



Added text to Developer notes in module 5035 to
reference use of parallel verification grammar for first
name built from results of reverse ANI look-up



Added text to Developer notes in module 5045 to
reference use of parallel verification grammar for
family name built from results of reverse ANI look-up

02 April 2010

VZB

Nuance

6 of 138

Change of Address / Direct Deposit

Verizon Business-- Confidential

12 May, 2008

2.37

1.0

Corrections from internal review: broken links, etc.

14 May 2008

2.38

1.0

Added “avoidsamemistake” to Global descriptions, 2.3

Kim Rothlis

Adjusted reporting tag in DM 5003 Reverse ANI Lookup

VZB

Made minor grammatical error updates and adjusted the
reporting triggers to have 4 digits (i.e. 0000 = success)

Becky Stallings,

Note how we will handle multiple first names and initials in first
name collection using reverse ANI lookup (DM 5003).

Peter Modesto,

Added additional rules in handling of name collection using
Reverse ANI Lookup (DM 5003)

Kim Rothlis

Clarification provided to handling of last name collection using
Reverse ANI Look up (DM 5003)

Kim Rothlis

Moved Module 5003 Reverse-ANI Look up. Is now 5032
Reverse-ANI Look up. ANI Look up should not occur until after
5030-GetFirstName Check Condition.

Sean Stallings

Updated module 4999, added in correct routing for ‘If TVDC
Items to collect= 0” condition, now routes to module 5003.

Sean Stallings

15 May 2008

29 May 2008

30 May 2008

2 June 2008

24 June 08

11 July 2008

2.38

2.39

2.40

2.41

2.42

2.43

1.0

Moved Reverse ANI Look up module, it is now located just
before the Social Security Check Condition module.
23 July 2008

04
September
2008

2.44

4.0

Knowledge Based Authorization-v 4.15.4

1.0

VzB

Nuance

VzB

VZB

Updated Module 5003, added new field ‘reporting’. Re-inserted
module notes erroneously removed in 2.42

Sean Stallings

BBN Findings Effort

Sean Stallings

Updated module 5100, updated retry 2,
message 51003

Updated modules 5035, 5045, 5110, 5140,
updated confirmation retry message 82055

Highlighted all BBN Findings changes in
Green

02 April 2010

VZB

7 of 138

Change of Address / Direct Deposit

19
September
2008

4.01

Verizon Business-- Confidential

1.0

Merged KBA_v3.04_TNRS and KBA_4 UI’s.

Sean Stallings

Updated module 4999, added in correct routing for ‘If TVDC
Items to collect= 0” condition, now routes to module 5003.

VZB

Moved Reverse ANI Look up module, it is now located just
before the Social Security Check Condition module.
Broke Module 5035 GetFirstName into A and B sections, Say
and Spell and Spell Only – for TNRS effort
Broke Module 5045 GetLastName into A and B sections, Say
and Spell and Spell Only – for TNRS effort
Broke Module 5110 GetAltName into A and B sections, Say
and Spell and Spell Only – for TNRS effort
Added Module 5115 PostSSN-DB – for TNRS effort
Updated Module 5003, added new field ‘reporting’. Re-inserted
module notes erroneously removed in 2.42
Added REQ ID’s to modules 5035A, 5035B, 5045A, 5045B,
5110A, 5110B – for TNRS effort.
Added explanatory note to top of modules 5035A, 5035B,
5045A, 5045B, 5110A, 5110B – for TNRS effort.
Updated Modules 5110 A and 5110 B, corrected message
name for confirmation apology, corrected ‘condition’ field for
confirmation apology and success messages – this resolves
tickets 22308 and 22307.
Updated Modules 5045 A and 5045 B, corrected ‘condition’
field for confirmation apology and success messages – for
TNRS effort – this resolves tickets 22306 and 22305.
Updated Module 5120, added module 5100 to ‘entering from’
field – this resolves ticket 22309.
Updated module 5135, updated ‘entering from’ field to show
that callers will be entering in from module 5130-DOB Check
Condition – this resolves ticket 22311.
TNRS changes highlighted in Yellow
Verizon Business proprietary statement added to title page and
page footers.
Updated Module 5110B, removed [global default] tag from retry
1/timeout 1. Because wording for this is contained in the
message itself, the apology was playing twice – this resolves
ticket 22347.
Updated Module 5035A and 5035B, corrected typo in
confirmation apology condition field – this resolves ticket 22349
22
September
2008

4.02

30
September
2008

4.03

Knowledge Based Authorization-v 4.15.4

1.0

Updated Module 5045B, corrected typo in ReqID field for the
confirmation apology prompt.

Sean Stallings

Updated module 5140, updated wording for Retry 1 prompt.
Since the name OSDM works best with spell only on the retry,
new prompting will no longer ask callers to say and spell their
name.

Sean Stallings

02 April 2010

VZB

8 of 138

Change of Address / Direct Deposit

1 October
2008

4.04

Verizon Business-- Confidential

1.0

Updated module 5045A, added more explanation in module
description, corrected typo’s in timeout 1 and 2 message
names.

Sean Stallings
VZB

Updated module 5045B, corrected typo in Confirmation
Apology message name.
Updated module 5110A, added more explanation in module
description.
Updated module 5140, added correct text to confirmation retry
2, message 82055. Highlighted this change in Green.
7 October
2008

4.05

21 October
2008

4.06

1.0

Updated module 5110A, ‘Confirmation’ section ‘Action’ field
now shows to play confirmation apology prompt on ‘no’ – this
resolves ticket 22422.

Sean Stallings

Updated module 5035A; Added note to Action field for ‘Max
Retry’, now plays [Global Default] message on exit. Updated
‘action’ column for Confirmation section, removing notes adding
‘no’ on confirmation condition.

Sean Stallings

VZB

Updated module 5035B; consolidated initial 1 and initial 2,
since callers will not be entering on a condition. Updated
‘action’ column for Confirmation section, removing notes adding
‘no’ on confirmation condition.
Updated module 5045A; Added note to Action field for ‘Max
Retry’, now plays [Global Default] message on exit. Updated
‘action’ column for Confirmation section, removing notes adding
‘no’ on confirmation condition.
Updated module 5045B; consolidated initial 1 and initial 2,
since callers will not be entering on a condition. Updated
‘action’ column for Confirmation section, removing notes adding
‘no’ on confirmation condition.
Updated module 5110A; Added note to Action field for ‘Max
Retry’, now plays [Global Default] message on exit. Updated
‘action’ column for Confirmation section, removing notes adding
‘no’ on confirmation condition.
Updated module 5110B; consolidated initial 1 and initial 2,
since callers will not be entering on a condition. Updated
‘action’ column for Confirmation section, removing notes adding
‘no’ on confirmation condition.

29 October
2008

4.07

1.0

Updated module 5115; consolidated all ‘max retry’ and ‘no on
confirmation’ conditionals, since conditions are no longer in
use. Conditions now only reference first, last and alt name.
Added REQID’s to modules 4999, 5000, 5003, 5005,5155,
5030, 5040, 5050, 5090, 5120, 5135, 5190, 5200, 5205.
Renamed ‘name’ column as ‘REQID’ in all modules that did not
already have a REQID column. Removed ‘name’ column from
modules that had both.

Sean Stallings
VZB

Renamed ‘option’ column as ‘REQID’ in all modules that did not
already have a REQID column. Removed ‘option’ column from
modules that had both
4 November
2008

4.08

7 November
2008

4.09

Knowledge Based Authorization-v 4.15.4

1.0

Updated module 5115, added parameters for reporting
associated app ID.

Sean Stallings

Updated modules 5035A, 5035B, 5045A, 5045B, 5110A,
5110B. Corrected REQID columns to show the current
requirement ID’s being used by SSA.

Sean Stallings

02 April 2010

VZB

9 of 138

Change of Address / Direct Deposit

1 December
2008

4.10

2 February
2009

4.11

9 March 2009

4.12

Verizon Business-- Confidential

1.0

COADD/BEVE-MRC Tuning 2 Effort-Recommendations From
Nuance
1)

Updated module 5035B, added entry to ‘Module
Notes’ stating that confidence levels for this module
should be set to .400.

Updated module 5045B, added entry to ‘Module
Notes’ stating that confidence levels for this module
should be set to .400.

Updated module 5110B, added entry to ‘Module
Notes’ stating that confidence levels for this module
should be set to .400.

Updated Header

Sean Stallings
VZB

1.0

Updated modules 5035A and 5035B; added developer note
stating that single character recognition will be treated as an
out of grammar response.

Sean Stallings
VZB

24 March
2009

4.13

1.0

Updated module 5035B, changed note regarding max
retries/timeouts now reads as 4—this resolves ticket 606153.

Sean Stallings

28 April
2009

4.14

1.0

Updated section 2.2 Timeouts and Retries. Added prompting
for timeout global default.

Sean Stallings

21 May 2009

4.15

Added Chapter 3: Global Commands and Global Prompts,
detailing global command exceptions for this application.

Sean Stallings

1.0

Updated module 4999, corrected entry for ‘entering from’ field,
now reads COA-DD Global.

VZB

Updated modules 5045A and 5045B, corrected reporting tags
for these modules.
25 June 2009

4.15.1

1.0

Cover page update.

Kim Rothlis
VzB

22 March
2010

4.15.2

1.0

OMB Attestation Addition Change

Kim Rothlis

Added DM 5001_Attestation Flag Check and DM 5002
AttestationYN between modules 5000-Need2Ask-Msg and
5003-Reverse ANI Lookup.

VzB

Updated modules 5000 and 5003 with correct
routing/hyperlinks.
01 Apr 2010

4.15.3

1.0

SARA3 DD-COA Module Change Request (OMB Attestation
Change – additional requirements)

Becky Stallings,
VzB

Updated the verbiage for message #’s 50001, 50002, and
50003 in DM 5000-Need2Ask-Msg
02 Apr 2010

4.15.4

1.0

SARA3 DD-COA Module Change Request (OMB Attestation
Change – additional requirements)
Updated wording to messages 50001, 50002 and 50003 in DM
5000-Need2Ask-Msg per customer review.

Knowledge Based Authorization-v 4.15.4

02 April 2010

Kim Rothlis
VzB

10 of 138

Change of Address / Direct Deposit

Verizon Business-- Confidential

Table of Contents
Chapter 1:

Introduction ......................................................................................................13

Chapter 2:

Global Behavior ...............................................................................................14
2.1 Privacy ......................................................................................................................................... 14
2.2 Timeouts and Retries ................................................................................................................ 14
2.3 Avoid Same Mistake.................................................................................................................. 14

Chapter 3:

Global Commands and Global Prompts .........................................................16
3.1 Global Commands .................................................................................................................... 16

Chapter 4:

Detailed Dialog Specification ..........................................................................17
4.1 Call-Flow Tables ........................................................................................................................ 17
4999-Check Null Condition ..................................................................................................... 17
5000-Need2Ask-Msg ................................................................................................................ 17
5001-Attestation Flag Check ................................................................................................... 18
5002-AttestationYN .................................................................................................................. 18
5003-Reverse ANI Look up .................................................................................................... 19
5005-Social Security Check Condition ................................................................................... 21
5020-GetSSNumber-SSN ........................................................................................................ 21
5030-GetFirstName Check Condition ................................................................................... 23
5035A-GetFirstName Say and Spell ....................................................................................... 23
5035B-GetFirstName Spell Only ............................................................................................ 25
5040-Last Name Check Condition ......................................................................................... 28
5045A-GetLastName Say and Spell ....................................................................................... 28
5045B-GetLastName Spell Only ............................................................................................ 30
5050-Name-ExitFailure-Msg ................................................................................................... 32
5090-AltName Check Condition ............................................................................................ 32
5100-CheckForAltName-YN .................................................................................................. 33
5110A-GetAltName Say and Spell ......................................................................................... 34
5110B-GetAltName Spell Only .............................................................................................. 36
5115-PostSSN-DB .................................................................................................................... 39
5120-DOB Check Condition ................................................................................................... 40
5130-GetDOB-Date ................................................................................................................. 40
5135-Mother’sMaiden Check Condition ............................................................................... 42
5140- GetMother’sMaiden ....................................................................................................... 42
5150-NoName-Msg .................................................................................................................. 45
5190-WhereBorn Check Condition ........................................................................................ 46
5200-WhereBorn-VM ............................................................................................................... 46
5205-LastPmt Check Condition.............................................................................................. 48
5210-LastPmt-VM ..................................................................................................................... 49
5215-CantProceed-Msg ............................................................................................................ 50
5220-CheckingNow-Msg.......................................................................................................... 51
5230-QueryKB-DB ................................................................................................................... 51

Knowledge Based Authorization-v 4.15.4

02 April 2010

11 of 138

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Verizon Business-- Confidential

5250-SaySuccess-Msg................................................................................................................ 52
5260-SayFailure-Msg ................................................................................................................. 52
5270-AccountBlocked-Msg ..................................................................................................... 53
5900-DMfailure-Msg................................................................................................................. 53

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Chapter 1: Introduction
This document is one part of a set of documents that describe the user interface for the Social Security
Administration (SSA) Change of Address (COA) and Direct Deposit (DD) application. This document
describes only the interaction for knowledge-based authentication (KBA). The call flow has passed
through initial introduction and caller qualification before getting to this section. A caller will pass through
either this module, or through the password authentication (PWA) module, but not both.
Note that this entire section is jumped into from the Global part of the application and returns to it. The only
entry point to this section is from COA-DD 1330-CallKBAuth-Code. Exit from this section is by return to
the same module (COA-DD 1330-CallKBAuth-Code)

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Chapter 2: Global Behavior
2.1

2.2

2.3

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

Timeouts and Retries
Retry prompts are specified in the DialogModule tables, and they are preceded by the appropriate apology
prompt:
Message Number

retry 1

00110

Message Number

upon rejection of
speech

apology_re1

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

upon confirmation

apology_re1
_

My mistake.

upon rejection of
speech

apology_re2

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

upon confirmation

apology_re2
_

My mistake again.

upon no input

apology_re1

upon confirmation

apology_re1
_

upon no input

apology_re2

upon confirmation

apology_re2
_

My mistake again.

[…]

00111
Message Number

retry 2

00112
Message Number
00113
Message Number

Timeout 1

I’m sorry, I didn’t hear anything.

00132
Message Number
00111
Message Number

Timeout 2

My mistake.
I’m sorry, I still didn’t hear anything.

00133
Message Number
00113
excess retries

If callers reach maximum timeouts or retries they will be sent to 5900-DMfailure-Msg and then routed back
to Global. For all other global behavior see chapter 4 in the Change of Address/Direct Deposit Global user
interface document.

Avoid Same Mistake
(This section documents the already-existing system behavior. It is not a change.)

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In accordance with OSDM default settings, “AvoidSameMistake” is allowed in all collection DMs unless
specified otherwise. This is a global parameter and has no specific context.
“AvoidSameMistake” disallows an utterance that is recognized if the utterance was previously rejected by a
negative response (i.e. No) during confirmation. The application advances to a retry because the No response
given in the initial collection caused the DM to remove the spoken utterance from the list of possible
interpretations.
“AvoidSameMistake” is set to TRUE by default and if it needs to be disabled in any individual DM, the
Dialog Module Notes section or Developer Notes section will specify “avoidsamemistake = False”.

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Chapter 3: Global Commands and Global Prompts
3.1

Global Commands
As per 4.5 Global Commands and Global Prompts section in COA-DD Global UI, ‘Main Menu’ global
command will transfer to N8NN Main Menu module 1100-Main-DM.

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Chapter 4: Detailed Dialog Specification
4.1

Call-Flow Tables

4999-Check Null Condition

Entering from
COA-DD Global 1330-CallKBAuth-Code

REQID

Condition

Action

4999-KBA-Check Null
Condition-Condition-0

If TVDC Items to collect= 0

Go to: 5003-Reverse ANI Look up

4999-KBA-Check Null
Condition-Condition-Else

If TVDC items else

Go to: 5000-Need2Ask-Msg

Developer Note:
Increment speak item counter for each item that is null.

5000-Need2Ask-Msg
Play Prompt
Prepare caller for sequence of questions.

Entering from
4999- Check Null Condition

Prompts
REQID

Message Number

5000-KBA-Need2AskPrompt-LC-1

50001

5000-KBA-Need2AskPrompt-LC-2

50002

Condition

Wording

If pieces to collect
=1

Before I can make any changes, I'll need to ask a
question to verify who you are. You will need to
know the EXACT dollar amount of your last benefit
payment to complete your transaction.

else

Before I can make any changes, I'll need to ask you
…
speak item counter[2-8]

5000-KBA-Need2AskPrompt-LC-3

50003

questions to verify who you are. You will need to
know the EXACT dollar amount of your last benefit
payment to complete your transaction. If you’ll work
with me, you can make this change quickly .

Req ID

Condition

Action

5000-KBA-Need2Ask-Condition-Always

Always

Go to: 5001-Attestation Flag Check

Event logging
Developer notes
No barge-in

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5001-Attestation Flag Check

Entering from
5000-Need2Ask-Msg

REQID

Condition

Action

5001-KBA-Attestation Flag
Check-Condition-0

If Attestation Flag = 0

Go to: 5002-AttestationYN

5001-KBA-Attestation Flag
Check-Condition-else

If Attestation Flag = else

Go to: 5003-Reverse ANI Look up

Module Notes
V-KBPW-ATT_1-(duration),T-KBPW-0000-(duration)

5002-AttestationYN
YesNo
OMB Attestation

Entering from
5001-Attestation Flag Check

Prompts
Message Number

REQID

55010

5002-KBAAttestationYNInitial 1

Condition

Wording

Barge-in

Social Security is allowed to collect this information under
the Social Security Act. This information collection meets
the requirements of the Paperwork Reduction Act under
O.M.B. number zero, nine, six, zero, zero, five, nine, six. We
estimate that it will take about 10 minutes to listen to the
instructions, gather the facts, and answer the questions.

Please note that any person who makes a false
representation in an effort to alter or obtain information from
the Social Security Administration may be punished by a
fine or imprisonment, or both.

55011

5002-KBAAttestationYNInitial 2

Do you understand and agree to these terms?

Yes

55012

5002-KBAAttestationYNRetry1

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

Yes

[ Global Default] Any person who makes a false
representation in an effort to alter or obtain information from
the Social Security Administration may be punished by a
fine or imprisonment, or both. If you understand and agree
to these terms, press one. Otherwise press two

Yes

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

Yes

55013

55014

5002-KBAAttestationYNRetry2
5002-KBAAttestationYNTimeout1

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55015

5002-KBAAttestationYNTimeout2

I’m sorry, but I still didn’t hear anything. Any person who
makes a false representation in an effort to alter or obtain
information from the Social Security Administration may be
punished by a fine or imprisonment, or both. Do you
understand and agree with these terms? You can say YES
or press 1; or NO or press 2.

Yes

55016

5002-KBAAttestationYNHelp

Before we can continue, I need to know that you understand
and agree with the following warning. Any person who
makes a false representation in an effort to alter or obtain
information from the Social Security Administration may be
punished by a fine or imprisonment, or both. Do you
understand and agree to these terms? You can say YES or
press 1, or NO or press 2.

Yes

00120

5002-KBAAttestationYNSuccess1

Caller says
Yes

Alright.

N/A

12101

5002-KBAAttestationYNSuccess2

Caller says
No or max
retry/timeout

Thank you for calling Social Security. Goodbye.

N/A

REQID

Vocabulary

5002-KBA-AttestationYN-Option-Yes

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

DTMF
1

Action

Confirm.

Play 5002_AttestationYN-PromptSuccess-1

Never

Set Attestation Flag to 1
Go to: 5003-Reverse ANI Look up

5002-KBA-AttestationYN-Option-No

No and usual
synonyms

Play 5002_AttestationYN-PromptSuccess-2

Never

And then hang up

Reporting
0000 = Success
Record = U-

RECL

-DM_5002-(Call Duration at start),T-RECL-

0001 = Error
0002 = Max No Input

-Call duration
at process end

0003 = Max No Match
0200 = Caller Hang Up
Developer notes

5003-Reverse ANI Look up
Reverse ANI Lookup
Database Query
Upon Capturing ANI, acquire first and last name for this caller.

Entering from
4999-Check Null Condition, 5001-Attestation Flag Check, 5002-AttestationYN

Input Field

Description

ANI Telephone number

Caller telephone number

Output Field

Description

Account Name

Account Name per this telephone number. To be returned as: First_Name, Last_Name OR
First_Initial, Last_Name as indicated by the telephone listing

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DB Return Value

Action

Status Code = 00
Status Code = 08
Status Code = 09

Write 0000 to reporting trigger, Go to: Condition Check
Write 0503 to reporting trigger, Go to: Condition DB failure
Write 0408 to reporting trigger, Go to: Condition DB failure

REQID

Condition

Action

5003-KBA-Reverse ANI Look
Up-Condition-No Match

If no match for telephone

Set Caller-First-name to NULL

5003-KBA-Reverse ANI Look
Up-Condition-Match and
Confidential

If match and Name confidential

5003-KBA-Reverse ANI Look
Up-Condition-Other

Else

Set Caller-Last-Name to NULL
Go to: 5005-Social Security Check Condition
Set Caller-First-name to NULL
Set Caller-Last-Name to NULL

Go to: 5005-Social Security Check Condition
Set Caller-First-name to first name found in White Pages, even
if it is only an initial
Set Caller-Last-Name to last name found in White Pages
Go to: 5005-Social Security Check Condition

5003-KBA-Reverse ANI Look
Up-Condition-Data Base
Failure

DB failure

Set Caller-First-name to NULL
Set Caller-Last-Name to NULL
Go to: 5005-Social Security Check Condition

Reporting
Save call duration at module start time
[0000 = Success]
[0001 = System Error]
Record = D-KBPW-HDB_5003-(Call Duration at start),T-KBPW-[0408 = Resource Not Available]–Call duration at process end
[0503 = Not Valid Data]
[0004 = Caller Hang Up]
Developer Notes
Reverse ANI lookup returns name data in many formats. The following rules apply to the handling of first and last
names received from the Reverse ANI Lookup string.
For all names:
All punctuation shall be removed
Numbers shall be removed
Single and double letters shall be ignored
Any titles or common suffixes shall be removed (Dr Jr II etc.)
Any contiguous collection of non-whitespace characters beside the above are taken as a name.
Very short names like ‘Al’ will be ignored on the assumption that these would fail to match SSA records.
First Names
Multiple names shall be broken down to individual names (i.e. John & Joan would be added to the verification grammar
as 2 entries 1 for John and a second for Joan). These names will be sent to the parallel grammar referenced in DM
5035.
Last Name
Multiple last names will not be added individually to the verification grammar, but as a single entry (i.e. Smith-Jones
would be added to the grammar as one entry Smith Jones.). This name will be sent to the parallel grammar referenced
in DM 5045.

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5005-Social Security Check Condition

Entering from
5003-Reverse ANI Look up

REQID

Condition

Action

5005-KBA-Social Security
Check Condition-Condition-0

If SSN = null

Go to: 5020-GetSSNumber-SSN

5005-KBA-Social Security
Check Condition-Conditionelse

If SSN else

Report V Transaction per module note, Go to: 5030-GetFirstName
Check Condition

Module Notes
V-KBPW-SSN_1-(duration),T-KBPW-0000-(duration)

5020-GetSSNumber-SSN
Social Security DialogModule™
Get the caller's Social Security Number

Entering from
5005 Social Security Check Condition

Prompts
Message Number

REQID

Wording

50201

5020-KBA-GetSSNumber-Prompt-Initial

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

50202

5020-KBA-GetSSNumber-Prompt-Retry1

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

50203

5020-KBA-GetSSNumber-Prompt-Retry2

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

50204

5020-KBA-GetSSNumber-Prompt-Timeout1

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

50205

5020-KBA-GetSSNumber-Prompt-Timeout2

I’m sorry, but I still didn’t hear anything. Try saying your
social security number one digit at a time. It works best if
you speak at a normal pace. For example: 1 2 3 – 4 5 – 6 7
8 9.

50206

5020-KBA-GetSSNumber-Prompt-Help

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

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Option

Vocabulary

DTMF

Action

Confirm.

5020-KBA-GetSSNumber-Option-SSN

Always

Allow prefix phrases:
[ok | alright] [it is | [my] social
security number is]

Confirmation prompts
Message Number

REQID

Wording

50207

5020-KBAGetSSNumberConfPrompt-SSN1

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

Result

50208

5020-KBAGetSSNumberConfPrompt-SSN2

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

CPR

123–45–6789

50209

5020-KBAGetSSNumberConfPrompt-SSN3

Is that right?

This is important, so I want to make
sure I have it right. Your social
security number is: 1 2 3 – 4 5 – 6 7 8
9. Is that right?

00118

I think you said

5020-KBAGetSSNumberConfPrompt-SSNretry

00119

Is that correct?

5020-KBAGetSSNumberConfPrompt-SSNtimeout

REQID

Vocabulary

Action

Confirm.

5020-KBA-GetSSNumber-ConfOption-Yes

“Yes [it is]”

Go to: 5030-GetFirstName Check
Condition

Never

Re-enter Dialog Module per default
behavior

Never

“[Yes] that's right”
“Right”
“[That's] correct”
5020-KBA-GetSSNumber-ConfOption-No

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

DialogModule parameters
Parameter

Value

5020-KBA-GetSSNumber-Parameter
after_end_of_speech_timeout (incompletetimeout)

2500 msec

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

max speech duration

20,000 msec

Interdigittimeout

5500 msec

low confidence threshold

.100

Event logging
Record = U-KBPW-DM_5020-(Call Duration at start),T-KBPW-

0000 = Success
0001 = Error

-Call duration at process
end

0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up

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0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested
Main Menu
0311 = Caller Requested
Agent

Developer notes
DialogModule Notes




Area, group or serial number containing only zeros are invalid
“Dashes” and “hyphens” should be ignored when uttered by the caller, but these utterances may be
discarded by the recognizer itself
DTMF and speech expect 9 digits. It may be possible to speak more than 9 digits, but only nine digits
will be recognized (Note: Point to non-standard grammar that includes Natural Numbers)

Fill semantic item
Set Confidential Flag to TRUE


5030-GetFirstName Check Condition

Entering from
5005-Social Security Check Condition, 5020-GetSSNumber-SSN

REQID

Condition

Action

5030-KBA-GetFirstName
Check Condition-Conditionnull

If First Name = null

Go to: 5035A-GetFirstName Say and Spell

5030-KBA-GetFirstName
Check Condition-Conditionelse

If First Name else

Report V Transaction per module note, Go to: 5040-Last Name
Check Condition

Module Notes
V-KBPW-FN_1-(duration),T-KBPW-0000-(duration)

5035A-GetFirstName Say and Spell
Name DialogModule™
Caller enters this module for standard name collection. No TNRS database check has occurred yet.

Entering from
5030-GetFirstName Check Condition

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Prompts
Msg. Number

REQ ID

Condition

Wording

82045

5035-A-KBA-GetFirstName
Prompt-Initial-1

Initial

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

82046

5035-A-KBA-GetFirstName
Prompt-Timeout1

Time out 1

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

82047

5035-A-KBA-GetFirstName
Prompt-Timeout2

Time out 2

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

50328

5035-A-KBA-GetFirstName
Prompt-SayHelp

Help

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

REQ ID

Vocabulary

DTMF

5035-A-KBA-GetFirstName Option-FirstName

Action

Confirm.

Play 5035-A-KBA-GetFirstName
Prompt-Success-1

ALWAYS

Go to: 5040-Last Name Check
Condition
5035-A-KBA-GetFirstName Option-MaxTimeout

Go to: 5050-Name-ExitFailure-Msg

5035-A-KBA-GetFirstName Option-MaxRetry

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

Go to: 5115-PostSSN-DB,

Confirmation Prompts
Msg. Number

REQ ID

Wording

Result

Action

82053

5035-A-KBA-GetFirstName
ConfPrompt-FirstName-1

Let me read that back.
First name:

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

If Yes:
Play 5035-A-KBA-GetFirstName
Prompt-Success-1

50337

5035-A-KBA-GetFirstName
ConfPrompt-FirstName-2

...spelled:

CPR

< First Name Spelling
>

5035-A-KBA-GetFirstName
ConfPrompt-FirstName-3

Did I get that right?

< First Name >

50342

82054

82055

5035-A-KBA-GetFirstName
ConfPrompt-Retry1

5035-A-KBA-GetFirstName
ConfPrompt-Retry2

Knowledge Based Authorization-v 4.15.4

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

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

Then Go to: 5040-Last Name
Check Condition
If No:
Play 5035-A-KBAConfirmationApology-Prompt, Go
to: 5115-PostSSN-DB

Retry1 on
Confirmation

If Yes:
Play 5035-A-KBA-GetFirstName
Prompt-Success-1
Then Go to: 5040-Last Name
Check Condition
If No:
Play 5035-A-KBAConfirmationApology-Prompt Go
to: 5115-PostSSN-DB

Retry2 on
Confirmation

02 April 2010

If Yes:
Play 5035-A-KBA-GetFirstName
Prompt-Success-1
Then Go to: 5040-Last Name
Check Condition
If No:
Play 5035-A-KBAConfirmationApology-Prompt Go
to: 5115-PostSSN-DB

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82056

82057

50348
00122

00250

5035-A-KBA-GetFirstName
ConfPrompt-Timeout1

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

Timeout1 on
Confirmation

If No:
Play 5035-A-KBAConfirmationApology-Prompt Go
to: 5115-PostSSN-DB

5035-A-KBA-GetFirstName
ConfPrompt-Timeout2

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

Timeout2 on
Confirmation

5035-A-KBAConfirmationApology-Prompt

Sorry about that. Let’s
try again.

Apology

5035-A-KBA-GetFirstName
Prompt-Success-1

Thanks

Success

[250 ms silence]

Max Timeout OR Max
Retry at Confirmation

5035-A-KBA-GetFirstName
ConfPrompt-InvalidOrTimeout3

If Yes:
Play 5035-A-KBA-GetFirstName
Prompt-Success-1
Then Go to: 5040-Last Name
Check Condition

If Yes:
Play 5035-A-KBA-GetFirstName
Prompt-Success-1
Then Go to: 5040-Last Name
Check Condition
If No:
Play 5035-A-KBAConfirmationApology-Prompt Go
to: 5115-PostSSN-DB

Go to: 5050-Name-

ExitFailure-Msg

Event logging
Record = U-KBPW-DM_5035-(Call Duration at start),T-KBPW-

0000 = Success

-Call duration at
process end

0001 = Error
0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested Main
Menu
0311 = Caller Requested Agent
Developer notes
Collection Max Retry is set to 0.
Collection Max Timeout is set to 2
Single character recognition will be treated as an out of grammar response.

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

5035B-GetFirstName Spell Only
Name DialogModule™

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Caller enters this module AFTER TNRS database transaction.

Entering from
5115-PostSSN-DB

Prerequisite
If SSN Post Flag = 1

Load all returned from SSN Post into custom spell-only grammar

Prompts
Msg. Number

Req ID

Condition

Wording

82049

5035-B-KBA-GetFirstName
Prompt-Respell1

Initial

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

82051

5035-B-KBA-GetFirstName
Prompt-Respell2

Timeout1/Retry1

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

50333

5035-B-KBA-GetFirstName
Prompt-Respell3

Timeout2/Retry2

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

82052

5035-B-KBA-GetFirstName
Prompt-SpellHelp

Help

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

Req ID

Vocabulary

DTMF

5035-B-KBA-GetFirstName Option-FirstName

Action

Confirm.

Play 5035-B-KBA-GetFirstName
Prompt-Success-1

ALWAYS

Go to: 5040-Last Name Check
Condition
5035-B-KBA-GetFirstName Option-MaxTimeout

Go to: 5050-Name-ExitFailure-Msg

5035-B-KBA-GetFirstName Option-MaxRetry

Go to: 5050-Name-ExitFailure-Msg

Confirmation
Msg. Number

REQ ID

Wording

Result

Action

82053

5035-B-KBA-GetFirstName
ConfPrompt-FirstName-1

Let me read that back.
First name:

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

If Yes:
Play 5035-B-KBA-GetFirstName
Prompt-Success-1
Then Goto 5040- Last Name
Check Condition

< First Name >
50337

50342

82054

82055

5035-B-KBA-GetFirstName
ConfPrompt-FirstName-2

...spelled:

CPR

< First Name Spelling >

5035-B-KBA-GetFirstName
ConfPrompt-FirstName-3

Did I get that right?

5035-B-KBA-GetFirstName
ConfPrompt-Retry1

5035-B-KBA-GetFirstName
ConfPrompt-Retry2

Knowledge Based Authorization-v 4.15.4

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

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

If No:
Play 5035-B-KBAConfirmationApology-Prompt, reenter this module.

Retry1 on
Confirmation

If Yes:
Play 5035-B-KBA-GetFirstName
Prompt-Success-1
Then Goto 5040- Last Name
Check Condition
If No: 5035-B-KBAConfirmationApology-Prompt, reenter this module.

Retry2 on
Confirmation

02 April 2010

If Yes:
Play 5035-B-KBA-GetFirstName
Prompt-Success-1
Then Goto 5040- Last Name
Check Condition
If No:
Play 5035-B-KBAConfirmationApology-Prompt, reenter this module.

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82056

82057

50348
00122

00250

5035-B-KBA-GetFirstName
ConfPrompt-Timeout1

Verizon Business-- Confidential

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

Timeout1 on
Confirmation

If No:
Play 5035-B-KBAConfirmationApology-Prompt, reenter this module.

5035-B-KBA-GetFirstName
ConfPrompt-Timeout2

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

Timeout2 on
Confirmation

5035-B-KBAConfirmationApology-Prompt

Sorry about that. Let’s
try again.

Apology

5035-B-KBA-GetFirstName
Prompt-Success-1

Thanks

Success

[250 ms silence]

Max Timeout OR Max
Retry at Confirmation

5035-B-KBA-GetFirstName
ConfPromptInvalidOrTimeout3

If Yes:
Play 5035-B-KBA-GetFirstName
Prompt-Success-1
Then Goto 5040- Last Name
Check Condition

If Yes:
Play 5035-B-KBA-GetFirstName
Prompt-Success-1
Then Goto 5040- Last Name
Check Condition
If No:
Play 5035-B-KBAConfirmationApology-Prompt, reenter this module.

Go to: 5050-Name-

ExitFailure-Msg

Event logging
Record = U-KBPW-DM_5035-(Call Duration at start),T-KBPW-

0000 = Success
0001 = Error

-Call duration at
process end

0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested Main
Menu
0311 = Caller Requested Agent
Developer notes
If condition = Success, load all returned names into custom spell-only grammar
If condition = Failure, use existing spell-only grammar
Single character recognition will be treated as an out of grammar response.
If there is a no-match/rejection error, OR if the caller gives a “No” confirmation to the name, the system checks the ANI and SSN, loads
all associated names into a custom grammar and then switches to the SPELL-ONLY fallback, which is announced in prompts Respell1,
Respell2, Respell3, and SpellHelp. This matches the spell-only fallback strategy in TPPW, which is based on the Nuance Name
OSDM callflow.
Respell 3 is conditional -- may not always play depending on the number of retries/confirmations played.
Max Timeout/ Retry set to 4
Set Confidential Flag to TRUE
When invoking recognition and the Caller-First-name variable is not null, invoke a parallel verification grammar provided by Nuance as
a JSP, seeded with the contents of the Caller-First-name variable.
Set confidence levels to .400

Knowledge Based Authorization-v 4.15.4

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5040-Last Name Check Condition

Entering from
5030-GetFirstName Check Condition, 5035A-GetFirstName Say and Spell, 5035B-GetFirstName Spell Only

REQID

Condition

Action

5040-KBA Last Name
Check Condition-Conditionnull

If Last Name = null

Go to: 5045A-GetLastName Say and Spell

5040-KBA-Last Name
Check Condition-Conditionelse

If Last Name else

Report V Transaction per module note, Go to: 5090-AltName Check
Condition

Module Notes
V-KBPW-LN_1-(duration),T-KBPW-0000-(duration)

5045A-GetLastName Say and Spell
Name DialogModule™
Caller enters this module for standard name collection, TNRS data has not been collected or is not yet in use.

Entering from
5040- Last Name Check Condition

Prompts
Msg. Number

Req ID

Condition

Wording

82058

5045-A-KBAGetLastName PromptInitial-1

Initial

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

82059

5045-A GetLastNamePrompt-Timeout1

Time out 1

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

82060

5045-A-GetLastNamePrompt-Timeout2

Time out 2

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

82066

5045-A-KBAGetLastName PromptSayHelp

Help

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

Req ID

Vocabulary

DTMF

5045-A-KBA-GetLastName OptionLastName

Action

Confirm.

Play 5045-A-KBA-GetLastName PromptSuccess-1

ALWAYS

Go to: 5090-AltName Check Condition
5045-A-KBA-GetLastName OptionMaxTimeouts

Go to: 5050-Name-ExitFailure-Msg

5045-A-KBA-GetLastName Option-MaxRetry

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

Go to: 5115-PostSSN-DB

Knowledge Based Authorization-v 4.15.4

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Confirmation Prompts
Msg. Number

Req ID

Wording

82175

5045-A-KBAGetLastName
ConfPrompt-LastName-1

50337

5045-A-KBAGetLastName
ConfPrompt-LastName-2

...spelled:

CPR

< Last Name Spelling >

5045-A-KBAGetLastName
ConfPrompt-LastName-3

Did I get that right?

Let me read that back. Last
name:
< Last Name >

50342

82054

82055

82056

82057

50394

50348

00250

5045-A-KBAGetLastName
ConfPrompt-Retry1

5045-A-KBAGetLastName
ConfPrompt-Retry2

5045-A-KBAGetLastName
ConfPrompt-Timeout1

5045-A-KBAGetLastName
ConfPrompt-Timeout2

5045-A-KBAGetLastName PromptSuccess-1
5045-A-KBAConfirmationApologyPrompt
5045-A-KBAGetLastName
ConfPromptInvalidOrTimeout3

Result

Action

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

If Yes:
Play 5045-A-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition
If No:
Play 5045-A-GetLastNameConfirmationApology-Prompt Go to: 5115PostSSN-DB

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

Retry1 on Confirmation

If Yes:
Play 5045-A-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition
If No:
Play 5045-A-GetLastNameConfirmationApology-Prompt Go to: 5115PostSSN-DB

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

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

Retry2 on Confirmation

If Yes:
Play 5045-A-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition
If No:
Play 5045-A-GetLastNameConfirmationApology-Prompt Go to: 5115PostSSN-DB

Timeout1 on
Confirmation

If Yes:
Play 5045-A-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition
If No:
Play 5045-A-GetLastNameConfirmationApology-Prompt Go to: 5115PostSSN-DB

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

Timeout2 on
Confirmation

Got it.

Success

Sorry about that. Let’s try
again.

Apology

[250 ms silence]

Max Timeout OR Max
Retry at Confirmation

If Yes:
Play 5045-A-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition
If No:
Play 5045-A-GetLastNameConfirmationApology-Prompt Go to: 5115PostSSN-DB

Go to: 5050-Name-ExitFailure-Msg

Event logging
Record = U-KBPW-DM_5045-(Call Duration at start),T-KBPW-

0000 = Success

-Call duration at process end

0001 = Error
0002 = Max No Input

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0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested
Main Menu
0311 = Caller Requested
Agent

Developer notes
Collection Max Retry is set to 0.
Collection Max Timeout is set to 2
. If there is a no-match/rejection error, OR if the caller gives a “No” confirmation to the name, the system checks the ANI and SSN, loads all
associated names into a custom grammar and then switches to the SPELL-ONLY fallback, which is announced in prompts Respell1, Respell2,
Respell3, and SpellHelp. This matches the spell-only fallback strategy in TPPW, which is based on the Nuance Name OSDM callflow.
Set Confidential Flag to TRUE

5045B-GetLastName Spell Only
Name DialogModule™
Caller enters this module AFTER TNRS database transaction.

Entering from
5115-PostSSN-DB

Prerequisite
If SSN Post Flag = 1

Load all returned from SSN Post into custom spell-only grammar

Prompts
Msg. Number

Condition

Wording

Initial

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

Timeout1/Retry1

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

50322

5045-B-KBAGetLastName PromptRespell3

Timeout2/Retry2

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

82065

5045-B-KBAGetLastName PromptSpellHelp

Help

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

82062

82064

REQ ID
5045-B-KBAGetLastName PromptRespell1
5045-B-KBAGetLastName PromptRespell2

REQ ID

Vocabulary

DTMF

5045-B-KBA-GetLastName Option-LastName

5045-B-KBA-GetLastName OptionMaxTimeouts

Action

Confirm.

Play 5045-B-KBA-GetLastName PromptSuccess-1

ALWAYS

Go to: 5090-AltName Check Condition

Knowledge Based Authorization-v 4.15.4

Go to: 5050-Name-ExitFailure-Msg

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5045-B-KBA-GetLastName Option-MaxRetry

Verizon Business-- Confidential
--

Go to: 5050-Name-ExitFailure-Msg

Confirmation Prompts
Msg. Number
82175

REQ ID
5045-B-KBAGetLastName
ConfPrompt-LastName-1

Wording
Let me read that back. Last
name:
< Last Name >

50337

50342

82054

82055

82056

5045-B-KBAGetLastName
ConfPrompt-LastName-2

...spelled:

CPR

< Last Name Spelling >

5045-B-KBAGetLastName
ConfPrompt-LastName-3

Did I get that right?

5045-B-KBAGetLastName
ConfPrompt-Retry1

5045-B-KBAGetLastName
ConfPrompt-Retry2

5045-B-KBAGetLastName
ConfPrompt-Timeout1

Result

Action

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

If Yes:
Play 5045-B-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition
If No:
Play 5045-B-KBA-GetLastName
ConfirmationApology-Prompt, re-enter this
module.

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

Retry1 on Confirmation

If No:
Play 5045-B-KBA-GetLastName
ConfirmationApology-Prompt, re-enter this
module.

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

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

Retry2 on Confirmation

Timeout1 on
Confirmation

If Yes:
Play 5045-B-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition
If No:
Play 5045-B-KBA-GetLastName
ConfirmationApology-Prompt, re-enter this
module.

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

Timeout2 on
Confirmation

50394

5045-B-KBAGetLastName PromptSuccess-1

Got it.

Success

50348

5045-B-KBAGetLastName
ConfirmationApology-A
Prompt

Sorry about that. Let’s try
again.

Apology

00250

5045-B-KBAGetLastName
ConfPromptInvalidOrTimeout3

[250 ms silence]

Max Timeout OR Max
Retry at Confirmation

Knowledge Based Authorization-v 4.15.4

If Yes:
Play 5045-B-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition
If No:
Play 5045-B-KBA-GetLastName
ConfirmationApology-Prompt, re-enter this
module.

5045-B-KBAGetLastName
ConfPrompt-Timeout2

82057

If Yes:
Play 5045-B-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition

If Yes:
Play 5045-B-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition
If No:
Play 5045-B-KBA-GetLastName
ConfirmationApology-Prompt, re-enter this
module.

02 April 2010

Go to: 5050-Name-ExitFailure-Msg

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Event logging
Record = U-KBPW-DM_5045-(Call Duration at start),T-KBPW-

0000 = Success

-Call duration at process end

0001 = Error
0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested
Main Menu
0311 = Caller Requested
Agent
Developer notes
If condition = Success, load all returned names into custom spell-only grammar
If condition = Failure, use existing spell-only grammar
If there is a no-match/rejection error, OR if the caller gives a “No” confirmation to the name, the system checks the ANI and SSN, loads all
associated names into a custom grammar and then switches to the SPELL-ONLY fallback, which is announced in prompts Respell1, Respell2,
Respell3, and SpellHelp. This matches the spell-only fallback strategy in TPPW, which is based on the Nuance Name OSDM callflow.
Respell 3 is conditional -- may not always play depending on the number of retries/confirmations played.
Set Confidential Flag to TRUE
When invoking recognition and the Caller-Last-name variable is not null, invoke a parallel verification grammar provided by Nuance as a JSP,
seeded with the contents of the Caller-Last-name variable.
Set confidence levels to .400

5050-Name-ExitFailure-Msg
Play Prompt
Apologize on exit

Entering from
5035A-GetFirstName Say and Spell, 5035B-GetFirstName Spell Only, 5045A-GetLastName Say and Spell, 5045B-GetLastName
Spell Only, 5110A-GetAltName Say and Spell, 5110B-GetAltName Spell Only, 5140- GetMother’sMaiden

Prompts
Message Number

REQID

Wording

51008

5050-Name-ExitFailurePrompt-1

I’m sorry I’m having so much trouble.

REQID
5050-KBA-Name-ExitFailureCondition-Always

Condition

Action

Always

Go to: 5150-NoName-Msg

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

5090-AltName Check Condition

Knowledge Based Authorization-v 4.15.4

02 April 2010

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Entering from
5040-Last Name Check Condition, 5045A-GetLastName Say and Spell, 5045B-GetLastName Spell Only

REQID

Condition

Action

5090-KBA-AltName Check
Condition-Condition-null

If Alt Name = Null

Go to: 5100-CheckForAltName-YN

5090-KBA-AltName Check
Condition-Condition-else

If Alt Name else

Report V Transaction per module note, Go to: 5120-DOB Check
Condition

Module Notes
V-KBPW-OtherLastName_1-(duration),T-KBPW-0000-(duration)

5100-CheckForAltName-YN
YesNo
Check to see if Caller might be listed under an alternate name

Entering from
5090-AltName Check Condition

Prompts
Message Number

REQID

Wording

51001

5100-KBA-CheckForAltNamePrompt-Initial

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

51002

5100-KBA-CheckForAltNamePrompt-Retry1

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

51003

5100-KBA-CheckForAltNamePrompt-Retry2

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

51004

5100-KBA-CheckForAltNamePrompt-Timeout1

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

51005

5100-KBA-CheckForAltNamePrompt-Timeout2

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

51006

5100-KBA-CheckForAltNamePrompt-Help

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

REQID

Vocabulary

D
T
M
F

Action

Confirm.

5100-KBA-CheckForAltName-Option-Yes

“Yes [please]”

Go to: 5110A-GetAltName Say
and Spell

Never

AltNameCollected := True

Never

“[Yes] I do”
“[Yes] I would”
“Yeah”
5100-KBA-CheckForAltName-Option-No

“No [thanks]”
“[No] I don't”

Go to: 5120-DOB Check Condition

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

Knowledge Based Authorization-v 4.15.4

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DialogModule parameters
Parameter

Value

5100-KBA-CheckForAltName-Parameter
after_end_of_speech_timeout

500 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Event logging
Record = U-KBPW-DM_5100-(Call Duration at start),T-KBPW-

0000 = Success

-Call duration at process
end

0001 = Error
0002 = Max No Input
0003 = Max No
Match
0200 = Caller Hang
Up
0303 = Max No
Confirm
0304 = Max Help
0310 = Caller
Requested Main
Menu
0311 = Caller
Requested Agent
Developer notes

5110A-GetAltName Say and Spell
Name DialogModule™
Caller enters this module for standard name collection. TNRS data has not been collected or is not yet in use.

Entering from
5100-CheckForAltName-YN

Prompts
Msg. Number

REQ ID

Condition

Wording

50305

5110-A-KBA-GetAltName
Prompt-Initial-1

Initial

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

82072

5110-A-KBA-GetAltName
Prompt-Timeout1

Time out 1

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

82073

5110-A-KBA-GetAltName
Prompt-Timeout2

Time out 2

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

82080

5110-A-KBA-GetAltName
Prompt-SayHelp

Knowledge Based Authorization-v 4.15.4

Help

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

02 April 2010

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REQ ID

Vocabulary

DTMF

5110-A-KBA-GetAltName OptionAltname

Action

Confirm.

Play 5110-A-KBA-GetAltName
Prompt-Success-1

ALWAYS

Go To: 5120-DOB Check Condition
5110-A-KBA-GetAltName OptionMaxTimeouts

Go to: 5050-Name-ExitFailure-Msg

5110-A-KBA-GetAltName OptionMaxRetry

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

Go to: 5115-PostSSN-DB

Confirmation Prompts
Msg. Number
82175

REQID
5110-A-KBA-GetAltName
ConfPrompt-LastName-1

Wording

Result

Action

Let me read that back. Last
name:

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

If Yes:
Play 5110-A-KBAGetAltName
Prompt-Success-1
Then Go to: 5120DOB Check
Condition

< Other Last Name >
50337

50342

82054

82055

82056

5110-A-KBA-GetAltName
ConfPrompt-LastName-2

...spelled:

CPR

< Other Last Name Spelling
>,

5110-A-KBA-GetAltName
ConfPrompt-LastName-3

Did I get that right?

5110-A-KBA-GetAltName
ConfPrompt-Retry1

5110-A-KBA-GetAltName
ConfPrompt-Retry2

5110-A-KBA-GetAltName
ConfPrompt-Timeout1

Knowledge Based Authorization-v 4.15.4

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

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

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

02 April 2010

If No:
Play 5110-A-KBAGetAltName
ConfirmationApolog
y-Prompt, Go to:
5115-PostSSN-DB,

Retry1 on Confirmation

If Yes:
Play 5110-A-KBAGetAltName
Prompt-Success-1
Then Go to: 5120DOB Check
Condition
If No:
Play 5110-A-KBAGetAltName
ConfirmationApolog
y-Prompt, Go to:
5115-PostSSN-DB,

Retry2 on Confirmation

If Yes:
Play 5110-A-KBAGetAltName
Prompt-Success-1
Then Go to: 5120DOB Check
Condition
If No:
Play 5110-A-KBAGetAltName
ConfirmationApolog
y-Prompt, Go to:
5115-PostSSN-DB,

Timeout1 on
Confirmation

If Yes:
Play 5110-A-KBAGetAltName
Prompt-Success-1
Then Go to: 5120DOB Check
Condition
If No:
Play 5110-A-KBAGetAltName
ConfirmationApolog
y-Prompt, Go to:
5115-PostSSN-DB,

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If Yes:
Play 5110-A-KBAGetAltName
Prompt-Success-1
Then Go to: 5120DOB Check
Condition

5110-A-KBA-GetAltName
ConfPrompt-Timeout2

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

Timeout2 on
Confirmation

00120

5110-A-KBA-GetAltName
Prompt-Success-1

Alright.

Success

50348

5110-A-KBAConfirmationApology-Prompt

Sorry about that. Let’s try
again.

Apology

00250

5110-A-KBA-GetAltName
ConfPrompt-InvalidOrTimeout3

[250 ms silence]

Max Timeout OR Max
Retry at Confirmation

82057

If No:
Play 5110-A-KBAGetAltName
ConfirmationApolog
y-Prompt, Go to:
5115-PostSSN-DB,

Go To: 5050-NameExitFailure-Msg

Event logging
Record = U-KBPW-DM_5110-(Call Duration at start),T-KBPW-

0000 = Success

-Call duration at
process end

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

5110B-GetAltName Spell Only
Name DialogModule™
Caller enters this module AFTER TNRS database transaction.

Entering from
5115-PostSSN-DB

Knowledge Based Authorization-v 4.15.4

02 April 2010

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Prerequisite
If SSN Post Flag = 1

Load all returned from SSN Post into custom spell-only grammar

Prompts
Msg. Number

REQ ID

Condition

Wording

82075

5110-B-KBA-GetAltName
Prompt-Respell1

Initial

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

82077

5110-B-KBA-GetAltName
Prompt-Respell2

Timeout1/Retry1

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

82149

5110-B-KBA-GetAltName
Prompt-Respell3

Timeout2/Retry2

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

82079

5110-B-KBA-GetAltName
Prompt-SpellHelp

Help

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

REQ ID

Vocabulary

5110-B-KBAGetAltName OptionAltname

DTMF

5110-B-KBAGetAltName OptionMaxTimeouts

Go to: 5050-Name-ExitFailure-Msg

5110-B-KBAGetAltName OptionMaxRetry

Go to: 5050-Name-ExitFailure-Msg

Action

Confirm.

Play 5110-B-KBA-GetAltName
Prompt-Success-1

ALWAYS

Go To: 5120-DOB Check Condition

Confirmation Prompts
Msg. Number

REQ ID

Wording

Result

Action

82175

5110-B-KBA-GetAltName ConfPromptLastName-1

Let me read that back.
Last name:

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

If Yes:
Play 5110GetAltName-BKBA-PromptSuccess-1
Then Goto 5120DOB Check
Condition

< Other Last Name >
50337

50342

82054

5110-B-KBA-GetAltName ConfPromptLastName-2

...spelled:

CPR

< Other Last Name
Spelling >,

5110-B-KBA-GetAltName ConfPromptLastName-3

Did I get that right?

5110-B-KBA-GetAltName ConfPromptRetry1

Knowledge Based Authorization-v 4.15.4

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

02 April 2010

If No:
Play 5110-B-KBAGetAltName
ConfirmationApolog
y-Prompt re-enter
this module

Retry1 on
Confirmation

If Yes:
Play 5110-B-KBAGetAltName
Prompt-Success-1
Then Goto 5120DOB Check
Condition
If No:
Play 5110-B-KBAGetAltName
ConfirmationApolog
y-Prompt re-enter
this module

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Change of Address / Direct Deposit

82055

82056

5110-B-KBA-GetAltName ConfPromptRetry2

5110-B-KBA-GetAltName ConfPromptTimeout1

Verizon Business-- Confidential

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

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

If Yes:
Play 5110-B-KBAGetAltName
Prompt-Success-1
Then Goto 5120DOB Check
Condition

Retry2 on
Confirmation

If No:
Play 5110-B-KBAGetAltName
ConfirmationApolog
y-Prompt re-enter
this module
If Yes:
Play 5110-B-KBAGetAltName
Prompt-Success-1
Then Goto 5120DOB Check
Condition

Timeout1 on
Confirmation

If No:
Play 5110-B-KBAGetAltName
ConfirmationApolog
y-Prompt re-enter
this module
If Yes:
Play 5110-B-KBAGetAltName
Prompt-Success-1
Then Goto 5120DOB Check
Condition

5110-B-KBA-GetAltName ConfPromptTimeout2

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

Timeout2 on
Confirmation

00120

5110-B-KBA-GetAltName Prompt-Success1

Alright.

Success

50348

5110-B-KBA- ConfirmationApology-B Prompt

Sorry about that. Let’s try
again.

Apology

00250

5110-B-KBA-GetAltName ConfPromptInvalidOrTimeout3

[250 ms silence]

Max Timeout OR
Max Retry at
Confirmation

82057

If No:
Play 5110-B-KBAGetAltName
ConfirmationApolog
y-Prompt re-enter
this module

Go To: 5050-NameExitFailure-Msg

Event logging
Record = U-KBPW-DM_5110-(Call Duration at start),T-KBPW-

0000 = Success
0001 = Error

-Call duration at
process end

0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested Main
Menu
0311 = Caller Requested
Agent

Knowledge Based Authorization-v 4.15.4

02 April 2010

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Developer notes
If condition = Success, load all returned names into custom spell-only grammar
If condition = Failure, use existing spell-only grammar
If there is a no-match/rejection error, OR if the caller gives a “No” confirmation to the name, the system checks the ANI and SSN,
loads all associated names into a custom grammar and then switches to the SPELL-ONLY fallback, which is announced in prompts
Respell1, Respell2, Respell3, and SpellHelp. This matches the spell-only fallback strategy in TPPW, which is based on the Nuance
Name OSDM callflow.
Respell 3 is conditional -- may not always play depending on the number of retries/confirmations played.
Set Confidential Flag to TRUE
Set confidence levels to .400

5115-PostSSN-DB
Database Query
In this DM, the collected SSN is “posted” using the TNRS request.

Entering from
5035A-GetFirstName Say and Spell, 5045A-GetLastName Say and Spell, 5110A-GetAltName Say and Spell

Prerequisite
REQID

Condition

Action

--NA--

SSN Post Flag = 0

Continue in this form

KBPW-PSSN-5115-Option-NC-7

SSN Post Flag = 1, Entering
from First Name

Go to: 5035B-GetFirstName Spell Only, Condition
Failure

KBPW-PSSN-5115-Option-NC-8

SSN Post Flag = 1, Entering
from Last Name

Go to:5045B-GetLastName Spell Only , Condition
Failure

KBPW-PSSN-5115-Option-NC-9

SSN Post Flag = 1, Entering
from Alt Name

Go to: 5110B-GetAltName Spell Only Condition Failure

Input Field

Description

Value

SSN

The SSN collected in 5020-GetSSNumberSSN

SSN: 9-digit SSN

associatedAppID

Varchar (8 max)

TKCA, TKDD

ANI

System provided ANI

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

Output Field

Description

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

Req ID

Condition

Action

KBPW-PSSN-5115-Option-NC-1

If Success and First Name

Set SSN Post Flag to 1, Go to: 5035BGetFirstName Spell Only, Condition Success

KBPW-PSSN-5115-Option-NC-2

If Success and Last Name

Set SSN Post Flag to 1, Go to:5045BGetLastName Spell Only , Condition Success

KBPW-PSSN-5115-Option-NC-3

If Success and Alt Name

Set SSN Post Flag to 1, Go to: 5110BGetAltName Spell Only Condition Success

Knowledge Based Authorization-v 4.15.4

02 April 2010

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KBPW-PSSN-5115-Option-NC-4

Else and First Name

Set SSN Post Flag to 1, Go to: 5035BGetFirstName Spell Only, Condition Failure

KBPW-PSSN-5115-Option-NC-5

Else and Last Name

Set SSN Post Flag to 1, Go to:5045BGetLastName Spell Only , Condition Failure

KBPW-PSSN-5115-Option-NC-6

Else and Alt Name

Set SSN Post Flag to 1, Go to: 5110BGetAltName Spell Only Condition Failure

Reporting
Developer Notes
For associatedAppID; TKCA = Change of Address, TKDD = Direct Deposit.

5120-DOB Check Condition

Entering from
5090-AltName Check Condition, 5100-CheckForAltName-YN, 5110A-GetAltName Say and Spell, 5110B-GetAltName Spell Only,

REQID

Condition

Action

5120 KBA- DOB Check
Condition-Condition-null

If DoB = null

Go to: 5130-GetDOB-Date

5120-KBA-DOB Check
Condition-Condition-else

If DoB else

Report V Transaction per module note, Go to: 5135-Mother’sMaiden
Check Condition

Module Notes
V-KBPW-DOB_1 (duration),T-KBPW-0000-(duration)

5130-GetDOB-Date
Date DialogModule™
Get the caller's Date Of Birth

Entering from
5120-DOB Check Condition

Prompts
Message Number

REQID

Wording

51301

5130-KBA-GetDOB-PromptInitial

Now please tell me your date of birth. For example, you could say…May
fifth, 1937. [Note: no pause between the 2 sentences]

51302

5130-KBA-GetDOB-PromptRetry1

[Global Default] Try saying the month followed by the date and then the
year you were born, for example May fifth, 1937.

51303

5130-KBA-GetDOB-PromptRetry2

[Global Default] Just say the month followed by the date and then the year
you were born. For example July fourth, 1976.

51304

5130-KBA-GetDOB-PromptTimeout1

Sorry, I didn’t hear you. Please tell me your birth date.. For example, you
could say May fifth, 1937.

51305

5130-KBA-GetDOB-PromptTimeout2

I’m sorry, but I’m still having trouble hearing you. I need the month, day and
year for your birthday, for example July fourth, 1976.

Knowledge Based Authorization-v 4.15.4

02 April 2010

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51307

5130-KBA-GetDOB-PromptHelp

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

00122

5130-KBA-GetDOB-PromptSuccessYes

Thanks.

REQID

Vocabulary

5130-KBA-GetDOBOption-Date

DTMF

Action

Confirm.
Always

<...>

Remove unneeded options from the DATE
grammar – days of the week, and partially specified
dates. Require a fully specified date.
Remove all global grammars for this DM.

Confirmation prompts
Message Number

REQID

Wording

51308

5130-KBA-GetDOBConfPrompt-Date1

Okay, so that’s:

CPR

January 12 1931

51309

5130-KBA-GetDOBConfPrompt-Date2

Is THAT right?

Okay, so that’s: . Is that
right?

51310

5130-KBA-GetDOBConfPrompt-DateRetry

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

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

51311

5130-KBA-GetDOBConfPrompt-DateTimeout

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

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

Confirmation Option

Vocabulary

5130-KBA-GetDOB-ConfOption-Yes

“Yes [it is]”

Result

DTMF
1

“[Yes] that's right”

Action

Confirm.

play SuccessYes prompt

Never

Go to: 5135-Mother’sMaiden Check
Condition

“Right”
“[That's] correct”
5130-KBA-GetDOB-ConfOption-No

“No [it isn't]”

Re-enter Dialog Module per default
behavior

“[No] that's not right”

Never

DialogModule parameters
Parameter

Value

5130-KBA-GetDOB-Parameter
date_reference_date

System date

date_range_allowed_earliest

1 January 1900

date_range_allowed_latest

Today

date_range_expected_earliest

Today – 75 years

date_range_expected_latest

Today – 25 years

date_disambiguation_mode

ASSUME_NOTHING

after_end_of_speech_timeout (incomplete timeout)

1500 msec

max speech duration

16,000 msec

before_begin_of_speech_timeout

7,000 msec

allowing_barge_in

True

Event logging
Record = U-KBPW-DM_5130-(Call Duration at start),T-KBPW-

Knowledge Based Authorization-v 4.15.4

0000 = Success

02 April 2010

-Call duration at

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process end

0001 = Error
0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested
Main Menu
0311 = Caller Requested
Agent
DialogModule Notes




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



For CPR of date playback, insert 250 msec silence between month and day, and 500 msec
silence between day and year.



Fill semantic item



Set Confidential Flag to TRUE

5135-Mother’sMaiden Check Condition

Entering from
5090-AltName Check Condition 5100-CheckForAltName-YN 5130-GetDOB-Date

REQID

Condition

Action

5135-KBA-Mother’sMaiden
Check Condition-Conditionnull

If Mother’s Maiden Name =
null

Go to: 5140-GetMother’sMaiden

5135-KBA-Mother’sMaiden
Check Condition-Conditionelse

If Mother’s Maiden Name
else

Report V Transaction per module note, Go to: 5190-WhereBorn
Check Condition

Module Notes
V-KBPW-MMName_1-(duration),T-KBPW-0000-(duration)

5140- GetMother’sMaiden
Name DialogModule™
Entering from
5135-Mother’sMaiden Check Condition

Knowledge Based Authorization-v 4.15.4

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Prompts
Msg. Number

REQID

50306

5140GetMother’sMaid
en-Prompt-Initial1

What was your mother’s MAIDEN LAST name including the spelling?
For example if the name was Smith, you’d say “Smith, S M I T H”. Go
ahead.

50307

5140GetMother’sMaid
en-PromptTimeout1

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

50308

5140GetMother’sMaid
en-PromptTimeout2

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

50311

5140GetMother’sMaid
en-Prompt-Retry1

[ Global Default ] Just spell your mother’s maiden last name for me.

50348

5140-FTConfirmationApol
ogy-Prompt

50321

5140GetMother’sMaid
en-PromptRespell1

50317

5140GetMother’sMaid
en-PromptRespell2

50322

5140GetMother’sMaid
en-PromptRespell3

50323

5140GetMother’sMaid
en-PromptSpellHelp

50312

5140GetMother’sMaid
en-PromptSayHelp

00120

5140GetMother’sMaid
en-PromptSuccess-1

Condition

Wording

Sorry about that. Let’s try again.
If "no" on
confirmation
Using only the letters of the alphabet, please spell your mother's
maiden last name quickly. For example, if her name was O’Connor, you
would say O C O N N O R. Please spell her maiden last name now
If caller has
Timeout1 OR
Retry1
If caller has
Timeout OR
Retry in response
to the Respell2
prompt
This prompt may
not always play
depending on the
number of retries/
confirmations
played.

If last prompt was
spell only

If last prompt was
say and spell

Sorry I didn’t hear you. Using only the letters of the alphabet, please
spell your mother's maiden last name quickly, one letter at a time.

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

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

Alright.

REQID

Vocabulary

DTMF

5140-GetMother’sMaiden-OptionAltname

<...>

Action

Confirm.

Play 5140-GetMother’sMaiden-PromptSuccess-1

ALWAYS

Go To: 5190-WhereBorn Check
Condition

Knowledge Based Authorization-v 4.15.4

02 April 2010

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5140-GetMother’sMaiden-OptionMaxTimeouts

Go to: 5050-Name-ExitFailure-Msg

5140-GetMother’sMaiden-OptionMaxRetries

Go to: 5050-Name-ExitFailure-Msg

Confirmation Prompts- The user is navigated to the Confirmation process only if the software receives a
medium confidence level. If the confidence is low, the input is invalid. If the confidence is high, then the caller
will proceed forward.
Msg. Number

REQID

82175

5140GetMother’sMaiden
-ConfPromptLastName-1

Wording
Let me read that back. Last
name:
< Mother’s Maiden Name
Spelling >

50337

50342

82054

82055

82056

5140GetMother’sMaiden
-ConfPromptLastName-2

...spelled:

CPR

< Mother’s Maiden Name
Spelling >

5140GetMother’sMaiden
-ConfPromptLastName-3

Did I get that right?

5140GetMother’sMaiden
-ConfPrompt-Retry1

5140GetMother’sMaiden
-ConfPrompt-Retry2

5140GetMother’sMaiden
-ConfPromptTimeout1

Knowledge Based Authorization-v 4.15.4

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

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

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

Result

Action

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

If Yes:
Play 5140-GetMother’sMaidenPrompt-Success-1
Then Go to: 5190-WhereBorn
Check Condition
If No:
Play 5140-FTConfirmationApologyPrompt5140GetMother’sMaiden-PromptRespell1

If Yes:
Play 5140-GetMother’sMaidenPrompt-Success-1
Then Go to: 5190-WhereBorn
Check Condition
Retry1 on Confirmation

If No:
Play 5140-FTConfirmationApologyPrompt5140GetMother’sMaiden-PromptRespell1
If Yes:
Play 5140-GetMother’sMaidenPrompt-Success-1
Then Go to: 5190-WhereBorn
Check Condition

Retry2 on Confirmation

If No:
Play 5140-FTConfirmationApologyPrompt5140GetMother’sMaiden-PromptRespell1
If Yes:
Play 5140-GetMother’sMaidenPrompt-Success-1
Then Go to: 5190-WhereBorn
Check Condition

Timeout1 on
Confirmation

02 April 2010

If No:
Play 5140-FTConfirmationApologyPrompt5140GetMother’sMaiden-PromptRespell1

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If Yes:
Play 5140-GetMother’sMaidenPrompt-Success-1
Then Go to: 5190-WhereBorn
Check Condition

82057

5140GetMother’sMaiden
-ConfPromptTimeout2

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

Timeout2 on
Confirmation

00250

5140GetMother’sMaiden
-ConfPromptInvalidOrTimeout3

[250 ms silence]

Max Timeout OR Max
Retry at Confirmation

If No:
Play 5140-FTConfirmationApologyPrompt5140GetMother’sMaiden-PromptRespell1

Go To: 5050-Name-ExitFailureMsg

Event logging
Record = U-KBPW-DM_5140-(Call Duration at start),T-KBPW-

0000 = Success

-Call duration at process end

0001 = Error
0002 = Max No Input
0003 = Max No
Match
0200 = Caller Hang
Up
0303 = Max No
Confirm
0304 = Max Help
0310 = Caller
Requested Main
Menu
0311 = Caller
Requested Agent
Developer notes
The following prompts use SAY AND SPELL grammars: Initial-1, Timeout1, Timeout2, and SayHelp.
If there is a no-match/rejection error, OR if the caller gives a “No” confirmation to the name, the system switches to the SPELL-ONLY
fallback, which is announced in prompts Retry1, Retry2, Respell1, Respell2, Respell3, and SpellHelp. This matches the spell-only
fallback strategy in TPPW, which is based on the Nuance Name OSDM callflow.
In spell-only fallback collections, use spell-only grammar.
Respell 3 is conditional -- may not always play depending on the number of retries/confirmations played.

Set Confidential Flag to TRUE

5150-NoName-Msg
Play Prompt
Apologize to caller for not being able to collect a name.

Entering from
5050-Name-ExitFailure-Msg

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Prompts
Message Number

REQID

Wording

00250

5150-KBA-NoNamePrompt-1

[250 ms silence]

Req ID

Condition

Action

5150-KBA-NoName-Condition-Always

Always

return status := failure
return to Global (COA-DD 1330-CallKBAuth-Code)

Event logging
Developer notes
No barge-in
The prompt has been set to short silence. The failure message to the caller has already been said within GetName so no additional
message is needed here.

5190-WhereBorn Check Condition

Entering from
5135-Mother’sMaiden Check Condition 5140-GetMother’sMaiden

REQID

Condition

Action

5190-KBA-WhereBorn
Check Condition-Conditionnull

If PoB = null

Go to: 5200-WhereBorn-VM

5190-KBA-WhereBorn
Check Condition-Conditionelse

If PoB else

Report V Transaction per module note, Go to: 5205-LastPmt Check
Condition

Module Notes
V-KBPW-POB_1-(duration),T-KBPW-0000-(duration)

5200-WhereBorn-VM
Custom Context DialogModule™
Ask caller for state or territory where they were born.

Entering from
5190-WhereBorn Check Condition

Prompts
Message Number

REQID

Wording

52001

5200-KBA-WhereBorn-PromptInitial1

Only two more questions.

00500

silence_500

[500 ms silence]

52002

5200-KBA-WhereBorn-PromptInitial2

Please say the name of the American STATE or TERRITORY where
you were born, such as Texas, or say OTHER if you were born
somewhere else.

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52003

5200-KBA-WhereBorn-PromptRetry1

[Global Default] I don't need the city. Please say just the STATE or
territory where you were born, Texas for example. If you were born
somewhere else, just say “Other”. If you aren't sure about the
territories, say “Question”.

52004

5200-KBA-WhereBorn-PromptRetry2

[Global Default] If you aren't sure about territories, say Question.
Otherwise, just say the name of the state or territory.

52005

5200-KBA-WhereBorn-PromptTimeout1

I'm sorry, I didn't hear anything. If you aren't sure about territories, say
Question. Otherwise, just say the name of the state or territory or say
OTHER.

52006

5200-KBA-WhereBorn-PromptTimeout2

I'm sorry, I still didn't hear anything. If you aren't sure about territories,
say Question. Otherwise, just say the name of the state or territory or
say OTHER.

52007

5200-KBA-WhereBorn-PromptHelp1

As part of the verification process, I need to know the name of the state
or U S territory where you were born. If you aren't sure and would like
to hear a list of the TERRITORIES, just hang on and I’ll list them for
you, otherwise please say the name of the state or territory now. [4 sec
pause] The current and former territories of the United States are:

00500

silence_500

[500 ms silence]

52008

5200-KBA-WhereBorn-PromptHelp2

American Samoa, Federated States Of Micronesia, Guam , Marshall
Islands, Northern Mariana Islands, Palau, Puerto Rico, and Virgin
Islands.

01000

silence_1000

[1 sec silence]

52009

5200-KBA-WhereBorn-PromptHelp3

So let me ask again: In which state or territory were you born?
DTMF

REQID

Vocabulary

5200-KBA-WhereBorn-Optionstate

<50 states plus territories plus
OTHER – see list below>

—

Action

Confirm.

Go to: 5205-LastPmt
Check Condition

If necessary

Remove global Agent and
Main Menu from this DM.

Confirmation prompts
Message Number

REQID

Wording

00118

5200-KBA-WhereBorn-ConfPrompt-you_said

[I think you said]

00119

5200-KBA-WhereBorn-ConfPromptis_that_correct

[Is that correct?]

52011

5200-KBA-WhereBorn-ConfPrompt-AS

American Samoa

52012

5200-KBA-WhereBorn-ConfPrompt-FM

Federated States of Micronesia

52013

5200-KBA-WhereBorn-ConfPrompt-GU

Guam

52014

5200-KBA-WhereBorn-ConfPrompt-MH

Marshall Islands

52015

5200-KBA-WhereBorn-ConfPrompt-MP

Northern Mariana Islands

52016

5200-KBA-WhereBorn-ConfPrompt-PW

Palau

52017

5200-KBA-WhereBorn-ConfPrompt-PR

Puerto Rico

52018

5200-KBA-WhereBorn-ConfPrompt-VI

Virgin Islands

52019

5200-KBA-WhereBorn-ConfPrompt-FF

Other

Remove global Agent from confirmation grammars for this DM.

DialogModule parameters
Parameter

Value

5200-KBA-WhereBorn-Parameter
after_end_of_speech_timeout

Knowledge Based Authorization-v 4.15.4

1,000 ms

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before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Event logging
Record = U-KBPW-DM_5200-(Call Duration at start),T-KBPW-

0000 = Success
0001 = Error

-Call duration at
process end

0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested
Main Menu
0311 = Caller Requested
Agent
Developer notes
DTMF 9 is disabled in this Module.
State grammar: [note some synonyms for DC and Washington]
Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois,
Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri,
Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio,
Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia,
Washington, West Virginia, Wisconsin, Wyoming, District of Columbia, D C, Washington D C, Washington State
Territory grammar:
American Samoa, Guam, Puerto Rico, Virgin Islands, Federated States Of Micronesia, Marshall Islands, Northern Mariana
Islands, Palau.
Additional grammar:
Other

Implement one-step correction in confirmation: accept [no] [it's] (state name), confirm again if necessary, and
route to 5210.

Set Confidential Flag to TRUE

5205-LastPmt Check Condition

Entering from
5190-WhereBorn Check Condition 5200-WhereBorn-VM

REQID

Condition

Action

5205-KBA-LastPmt Check
Condition-Condition-null

If Last Payment = null

Go to: 5210-LastPmt-VM

5205-KBA-LastPmt Check
Condition-Condition-else

If Last Payment else

Report V Transaction per module note, Go to: 5220-CheckingNowMsg

Module Notes

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V-KBPW-LBP_1-(duration),T-KBPW-0000-(duration)

5210-LastPmt-VM
Currency DialogModule™
Ask caller the amount of the last benefit payment they received.

Entering from
5205-LastPmt Check Condition

Prompts
Message Number

REQID

Wording

52101

5210-KBA-LastPmt-PromptInitial1

One last question.

52102

5210-KBA-LastPmt-PromptInitial2

What was the amount of the last benefit check you received in
dollars and cents.

52103

5210-KBA-LastPmt-PromptRetry1

[Global Default] I need the amount in dollars and cents, such as
one hundred twenty nine DOLLARS and thirty seven CENTS.
How much was your last payment?

52104

5210-KBA-LastPmt-PromptRetry2

[Global Default] Please speak slowly and clearly and tell me the
amount again.

52105

5210-KBA-LastPmt-PromptTimeout1

I'm sorry, I didn't hear anything. I need the amount in dollars and
cents, such as one hundred twenty nine DOLLARS and thirty
seven CENTS. How much was your last payment?

52106

5210-KBA-LastPmt-PromptTimeout2

I'm sorry, I still didn't hear anything. You'll need to know the exact
amount of your last benefit check in dollars, but you can skip the
cents. If you don't know the amount, we can't proceed and you'll
need to call back later when you do know. So if you know the
payment amount, please say it now.

52107

5210-KBA-LastPmt-PromptHelp

You'll need to know the exact amount of your last benefit check in
dollars, but you can skip the cents. If you don't know the amount,
we can't proceed and you'll need to call back later when you do
know. So if you know the payment amount, please say it now.

50394

5210-KBA-LastPmt-PromptSuccessYes

Got it.

REQID

Vocabulary

DTMF

Action

Confirm.

5210-KBA-LastPmt-Option-Currency

<...>

play SuccessYes prompt

If necessary

Go to: 5220-CheckingNowMsg

Check This

Go to: 5215-CantProceedMsg

Never

5210-KBA-LastPmt-Option-DontKnow

—

I don't know
I'm not sure
remove Agent from global
grammar for this DM

Confirmation prompts
Message Number

Option / Name

Wording

Currency

Default confirmation, as handled by DialogModule™
“I think you said xxx dollars and xxx cents. Is that correct?”
after Yes, play SuccessYes prompt

DialogModule parameters
Parameter

Value

5210-KBA-LastPmt-Parameter
Currency type

US Dollars

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Allowed currency range

$10.00 - $9,999.00

Expected currency range

$10.00 - $999.00

Allowed currency granularity

1 cent

Expected currency granularity

1 cent

after_end_of_speech_timeout (incomplete timeout)

1500 msec

before_begin_of_speech_timeout

7,000 msec

allowing_barge_in

True

high confidence threshold

.995

max speech duration

16,000 msec

Event logging
Record = U-KBPW-DM_5210-(Call Duration at start),T-KBPW-

0000 = Success
0001 = Error

-Call duration at
process end

0002 = Max No Input
0003 = Max No
Match
0200 = Caller Hang
Up
0303 = Max No
Confirm
0304 = Max Help
0310 = Caller
Requested Main
Menu
0311 = Caller
Requested Agent
Developer notes
Usability note: The back end will ignore the cents, but it's best to ask for it anyway to make explaining what to say easier.
Also, the caller is likely to be looking at a written amount, so if they know the dollars they'll know the cents too.

Set Confidential Flag to TRUE

5215-CantProceed-Msg
Play Prompt
Tell caller we can't proceed without those numbers.

Entering from
5210-LastPmt-VM

Prompts
Message Number

REQID

Wording

50401

5215-KBA-CantProceedPrompt-1

I'm sorry but we can't proceed without those numbers. You may want to
call back when you have those numbers with you.

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Req ID

Condition

Action

5215-KBA-CantProceed-Condition-Always

Always

return code := failure
return to Global (COA-DD 1330-CallKBAuth-Code)

Event logging
Developer notes
No barge-in  Be sure of this setting!

5220-CheckingNow-Msg
Play Prompt
Tell the caller there may be a short delay while we check the information they gave us.

Entering from
5210-LastPmt-VM

Prompts
Message Number

REQID

Wording

52201

5220-KBA-CheckingNow-Prompt1

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

Req ID

Condition

Action

5220-KBA-CheckingNow-Condition-Always

Always

Go to: 5230-QueryKB-DB

Event logging
Developer notes
No barge-in

5230-QueryKB-DB
Database Query
Check the Knowledge Base database.

Entering from
5220-CheckingNow-Msg

Input Field

Description

SSN
first name
last name
alternate last name

may be null

date of birth
mother's maiden last name
state or territory of birth
dollar amount of last payment

set the cents to zero before the query

Output Field

Description

verification status

success or failure

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Req ID

Condition

Action

5230-KBA-QueryKB-Condition-Succ

IF success

Go to: 5250-SaySuccess-Msg

5230-KBA-QueryKB-Condition-Fail

Else if failure because data
doesn’t match

Go to: 5260-SayFailure-Msg

5230-KBA-QueryKB-Condition-AcctBlocked

Else if failure because
account is blocked

Go to: 5270-AccountBlocked-Msg

Event logging

5250-SaySuccess-Msg
Play Prompt
Tell caller they've been verified.

Entering from
5230-QueryKB-DB

Prompts
Message Number

REQID

Wording

52501

5250-KBA-SaySuccess-Prompt1

OK, everything checks out.

Req ID

Condition

Action

5250-KBA-SaySuccess-Condition-Always

Always

return code := success
return to Global COA-DD 1330-CallKBAuth-Code)

Event logging
Developer notes
No barge-in

5260-SayFailure-Msg
Play Prompt
Tell caller they could not be verified.

Entering from
5230-QueryKB-DB

Prompts
Message Number

REQID

Wording

52601

5260-KBA-SayFailurePrompt1

I'm afraid that some of the information you gave me doesn't match what
we have in our records.

5260-KBA-SayFailure-Condition-Always

Condition

Action

Always

return code := failure
return to Global (COA-DD 1330-CallKBAuth-Code)

Event logging
Developer notes
No barge-in

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5270-AccountBlocked-Msg
Play Prompt
Tell caller they blocked their own account from telephone access.

Entering from
5230-QueryKB-DB

Prompts
Message Number

REQID

Wording

52701

5270-KBA-AccountBlockedPrompt1

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

5270-KBA-AccountBlocked-Condition-Always

Condition

Action

Always

return code := account_blocked
return to Global (COA-DD 1330-CallKBAuth-Code)

Event logging
Developer notes
No barge-in

5900-DMfailure-Msg
Play Prompt
Apologize that we can't understand the caller.

Entering from
any DM in the KBA (but not GetName module) that hits max retries or max timeouts

Prompts
Message Number

REQID

Wording

59001

5900-KBA-DMfailurePrompt1

I'm so sorry I’m not able to understand you.

5900-KBA-DMfailure-Condition-Always

Condition

Action

Always

return status := failure
return to Global (COA-DD 1330-CallKBAuth-Code)

Event logging
Developer notes
No barge-in

—End of Specification —

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Social Security Administration
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User Interface Specification
Last Saved: 20 Jul 2012

2.34.2

COA-DD Global
FOAP Effort

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Document History
Date

Spec

App

Summary of Changes

Revised by

12/06/04

1.0

Initial version for review of sample calls and basic global specifications.
The top-level routing application is not here yet.

Paul Sawyer

12/10/04

1.1

1.0

Added top-level application tables. The tables are complete, but there is
not yet text for retry, timeout, and help prompts.

Paul Sawyer

12/15/04

1.2

1.0

After first review.
System timeout changed to 15 minutes.
Prompt wording:
1040-Initial: retirement, survivor, disability.
1100-Help1: add that routing number is usually on left.
1200-Initial: “say xxx or press nnn”
1310-Initial and 1410-Initial: change “issued” to “set up”
Other changes:
1370 COAdone renamed to just “done”
1450: several fixes relating to changing it to DD rather COA
1460 renamed to DDcheckstatus
1310 changes to Voice Menu rather than Yes/No to allow other
responses.

Paul Sawyer

12/17/04

1.3

1.0

12/21/04

1.4

1.0

Several DMs added to check and handle system and operator
availability, and details of max retries and timeouts, and global
commands: 0010, 0020, 2010, 2100, 2110, 2211, 2212, 2213.
1200 goes away, replaced in function by 2010.
Add prompt text for retry, timeout, and help prompts. These prompts are
NOT flagged with Word revision marking. A few other minor corrections
ARE flagged.
Minor changes based on review:
* Change “insurance” to “income” in 1050.
* Clarify that saying Question repeatedly gets the same Help text each
time (intro to section 5.2).
* Fill in the list of U.S. territories in 1060.
* Fill in password process in new 1032.

Paul Sawyer

One major change: Move the question about password to the beginning
of the interaction, so that the correct service can be pinged as early as
possible. Remove 1310, 1410. Replace them with internal branch tests.
Add new 1032 to ask the password question, and 1038 to introduce the
remaining questions. The ping and check now happens in 1034, 1035,
and 1036.

This document is a User-Interface specification
The purpose of this document is to lay out the user-interface in all its detail. Readers of this document are assumed to also have read the
requirements specification and to have an understanding of the purpose of the application.
Copyright © 2012 Nuance Communications, Inc., DialogModules™ is a trademark of Nuance Communications, Inc.
Nuance Communications, Inc. / 1 Wayside Road / Burlington MA 01803 / U.S.A.

User Interface Specification

SSA_COA-DD_Global_2.34.2

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01/06/05

1.5

1.0

Correct the flow out of 1030 – don’t ask if caller has password if we
already know they do.
Minor fixes to prompt styles and text.
Filled in list of current and former U.S. territories.
Eliminate redundant DMs: 1400, 1410, 1420, 1430, 1440, 1460.
Added Requirement IDs to all conditionals and to conditions within
PlayPrompts and DB accesses.

Paul Sawyer

01/28/05

1.6

1.0

Minor tweaks
Correct the table and text in section 4.1 regarding timeouts and retries.

Paul Sawyer

03/01/05

1.7

1.0

Fix prompt text changed during recording.

Paul Sawyer

03/04/05

1.8

1.0

Revised Requirement IDs in 1010, 1020, 1030, 1038, 1300, 1310, 1340,
1360, 1500, 2010, 2100, 2110

Steven Ligi

03/09/05

2.0

1.0

1. Remove references to audio icons. They will not be used.

Paul Sawyer

2. Add spacer silence prompts wherever multiple prompts are to be
played. (1030, 1100, 1090, 1110)
3. Add success prompts to 1032.
4. Remove “yes or no” from 1050 Initial.
5. Add success prompt for “yes” in 1060.
04/12/05

2.1

1.0

Changes following user testing.

Paul Sawyer

1. Change 1120 to a play prompt that always transfers to 2100 for an
agent if one is available.
2. Improve prompt wording in 2110, 2211.
3. Remove “Goodbye” as a global command. Recognize it only in ????
4. Refer to “agent” everywhere instead of “representative”.
5. Add ‘retirement’ etc. to grammar for 1040 in case a caller says one of
those instead of simply ‘yes’.
04/21/05

2.2

1.0

Change following review of previous version.

Paul Sawyer

1. Add a “wait a minute” feature for bank account info, as had been in the
DD module. Changes to 1100, and new DM 1105.
05/02/05

2.3

1.0

“Administrative” fixes for bugs found by Q/A and others.

Paul Sawyer

1. Fix prompt text to match what was recorded in the studio.
2. Change file names of “I think you said” and “Is that correct?” to match
current OSDM specifications.
3. Fix Requirement IDs for confirmation options in 2211.
4. Add list of common synonyms for “yes” and “no” grammars
05/06/05

2.4

1.0

1. Fix prompt text changed during recording.

Paul Sawyer

2. Fix DTMF assignments in 2211: Main menu is 9, no DTMF equivalent
for goodbye (just hand up).
06/03/05

2.5

1.0

1. Clarify reuse of prompts (“same as ...”) in 1110, 1370, 1510. Some
timeout 2 prompts lack the word “still”, but it will have no effect on
usability. Spec changes only – no code changes required.

Paul Sawyer

6/30/05

2.6

1.0

1. Make the conditions in 1000 more generic, since menu item numbers
change for various reasons unrelated to COA-DD. Requirement IDs were
NOT changed, so we don’t mess up existing test cases.

Paul Sawyer

2. Clarify cases where there are multiple prompt files associated with a
single condition. Affects 1040, 1050, 1060, 1070, 1090, 1100, 1110. May
require code change if the misunderstanding caused the code to be
written differently.

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SSA_COA-DD_Global_2.34.2

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2.7

1.0

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Changes (Paul Sawyer):
1.

Correct spelling in 1370-GLB-done-Prompt-Timeout1 and
1370-GLB-done-Prompt-Timeout2.

Update ScanSoft address in Properties.

Add alternate entry phrases for the case of getting here from
the new SpeakFreely Main Menu (added 1012, 1022).

Added DMs to describe handling of Voice Genie errors. New
DMs are 2101, 2111, 2112.

Paul Sawyer &
Nadine Ozkan

Changes following the tuning report recommendations (Nadine Ozkan)

10/21/05

2.8

1.0

All prompt changes are in red (style : Table:
RevisedRecordings)

Other changes, like grammars, parameters & settings are
highlighted in yellow.

Changes following tuning 2

Paul Sawyer

1. Added ‘agent’ and synonyms to the confirmation (yes/no) grammar.
2. Open issues section added.
3. Improved Initial prompt for 1032 to clarify what we mean by password.
4. Added new DM 1130 for case where caller is not qualified to perform
the function, offering Main Menu or hang up. This applies if caller says
“no” in 1040, 1060, or 1070.
5. Improve synonyms in ‘yes’ grammar for 1050.
6. Change 1100 grammar from “I have the numbers” to “I’m ready” to
avoid recognition confusion with “I don’t have them”.
7. In 1105, add synonyms for I’m Ready, and add a new option Repeat
to allow callers to hear the question again.
8. In 1110, add some synonyms for several global commands.
10/25/05

2.9

1.0

1. Change in policy from SSA: Of the four qualifying questions, only “not
receiving benefits” should result in the message that the caller cannot do
the function even with an agent. Failure in any of the other three
qualifying questions should make the Agent option available, as had
been done prior to versions 2.8. Affects 1060 and 1070, which have
been reverted to their previous behavior, and prompt 1130-GLBCantDoThat-Prompt-Initial1 which is now specific to not receiving
benefits.

Paul Sawyer

2. Add retry and timeout prompts to 1130 that had been inadvertently
omitted.
10/27/05

2.10

1.0

1. Correct prompt text for 1130-GLB-CantDoThat-Prompt-Help1.

Paul Sawyer

12 Dec 05

2.11

1.0

Edited prompt 1100-GLB-KnowBank-Prompt-Help3 to mention Don’t
Have Them and Wait A Minute.

Paul Sawyer

User Interface Specification

SSA_COA-DD_Global_2.34.2

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Changes for Tuning 3:

Paul Sawyer

1. Move Open Issues about one-step correction and grammar
duplications into specific modules. Remove issue about touch tone
sounds coming through to recognizer – seems to be fixed now.
2. Clarify that “help” in not in any grammar.
3. Improve the flexibility of the “agent” synonyms grammar.
4. Change the requirement regarding agent synonyms in confirmation
(yes/no) grammars.
5. Downweight “I don’t know it” in the Help grammar.
6. Clarify Help option grammar in 1032.
7. In 1050, tweak grammar and set to Never confirm.
8. In 1100, change grammar for “I’m ready” to make “I’m” optional. Set
DontHave option to Always Confirm. Improve the DontHave confirmation
prompt so that it’s clear what a “no” response means. Specify one-step
correction for “no, I have them”.
9. Highlight sensitivity setting in 1105, which was specified at the
previous tuning but may not have been implemented.
10. Add Goodbye option in 1370.
11. Add synonyms for goodbye in 1510 to catch some OOVs.
5 Feb 06

2.13

1.0

Changes after review and discussion:

Paul Sawyer

1. Add support for blocked accounts. Affects 1340.
2. Fixed wording in 1130 to explain other options when caller is
disqualified.
3 March 06

2.14

1.0

1. Remove conflicting specifications for the grammar for “agent”
synonyms, and refer instead to the agent grammar in the N8NN UI spec.

Paul Sawyer

2. Change handling of max retry and max timeout in 1510, so that it
hangs up instead of the default behavior to go to 2010. Field experience
showed a significant number of cases where infinite looping occurred
when the caller said nothing. These may be undetected hang-ups, but
even if a caller is still there, they’ve had every explicit opportunity to
reach an agent or the main menu, so hanging up is a reasonable action.
21 Aug 06

2.15

1.0

Changes based on Tuning 4.

Paul Sawyer

1. Note that "agent" grammar needs tightening.
2. 1032: Add "I don't know" to "maybe" grammar so that it's caught as
"maybe" rather than as "no". Remove "agent" global grammar for this
DM.
3. 1130 remove Agent global grammar but keep other globals. Add
"menu" as synonym for "main menu". Tweak initial prompt to suggest
they can try again.
4. 1050: Add "SSI" as another synonym for "yes". Tweak low-confidence
threshold.
5. 1040: Improve prompts to be clear that SSI benefits don't count, and
catch "SSI" as a synonym for "no".
6. 1090: Remove agent synonyms for this DM.
7. 1100: Add "yes" and "I have it" as synonyms for "I'm ready". Set
barge-in sensitivity to less sensitive.
8. 1110: Add note about missing grammars for "main menu" and
"question".
9. 1510: Add "agent agent" as synonym for "agent" in this DM.

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Change following review of tuning changes.

Paul Sawyer

1. Re-order the qualification questions about getting benefits (1040) and
getting SSI (1050). If we ask the SSI question first, the benefits question
can be simpler.
2. Rework 1500 and 1510 to help reduce agent requests: Add silence
after 1500. Flush speech input before entering 1510. Re-order the
prompt options in 1510 to put Agent last.
3. Minor change to 1050-GLB-GetSSI-Prompt-Initial (removal of “First”),
to improve flow from 1038.
5 Sept 06

2.17

1.0

1. Rework handling of "more information" for 1130 so that the Agent
synonyms are recognized only if the caller asks for and hears the "more
information" message.

Paul Sawyer/Phil
Profili

2. Edit prompts for 1090 to omit mention of Agent synonyms, which are
no longer available in this DM.
3. Fixed 1050-GetSSI-YN which should send the caller to 1130 – not
11210 – if they are receiving SSI.
8 Sept 06

2.18

1.0

Removing the confusion over handling of SSI recipients:
1.

In 1040, if a caller says “no” then 1130 is the correct
destination, but if they say “SSI” then they should go to 1120

In 1050, callers who respond in the affirmative should go to
1120.

Phil Profili

Clarified confirmation prompting in 1130_CantDoThat_DM.
23 Apr 07

2.18

1.0

Added DB 1065

Sean Stallings

Added DB 1365

VZB

22 May 07

2.19

1.0

Changed message number for silences from 02000/03000 to
20000/30000

Sean Stallings

25 May 07

2.20

1.0

Updated 1060

Sean Stallings

VZB

VZB
25 May 07

2.21

1.0

Updated 1060

Sean Stallings
VZB

09 August
07

2.22

22 August
07

2.23

06 Sep 07

2.24

1.0

Corrected DB 1065

Sean Stallings
VZB

1.0

Corrected dates

Sean Stallings
VZB

1.0

Removed default global from retry 1 and retry 2 messages

Sean Stallings

Added appropriate prompting for 1110-GLB-CantProceed-Prompt-Help1
and Help2

VZB

Added “that” to text of Message Number 10407
29 Feb 08

2.25

1.0

Added more detailed privacy statement to 1.1.5 Business rules

Sean Stallings
VZB

15 April 08

21 April 08

2.26

1.0

2.26

1.0

Updated Module 1030, message 10303, reduced pause to 1 second.

Sean Stallings

Updated Module 1500, reduced 3 second silence to 1 second.

VZB

Updated footer to the correct UI version 2.26

Becky Stallings,
VzB

Updated [silence] message numbers to reflect correct numbering system
05 May 08

2.27

1.0

Updated Section 1.1.5 Business Rules, removed wording regarding
privacy statements in other applications.
Added Privacy statement to Global Behavior chapter.

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08

2.28

1.0

Verizon Business-- Confidential

Highlighted Barge-in changes in pink

For BBN Findings Effort:
1.
2.
3.
4.
5.
6.
05
September
08

2.29

2.30

1.0

September
08
16

2.31

1.0

September
08
01

2.32

1.0

2.33

21, May 09

2.34

1.0

VZB

Updated module 1032, simplified wording for message 10323
Updated module 1040, simplified wording for message 10403
Updated Module 1050, simplified wording for message 10503
Updated module 1060, simplified wording for message 10603
Updated module 1070, simplified wording for message 10703
Updated module 1090, simplified wording for message 10903

Updated Module 1032, corrected wording for Retry 2, incorrect prompt
had been changed for BBN Findings Effort.

Sean Stallings

Updated modules 1032, 1040, 1050, 1060, 1070, 1090, 1100, 1105,
1110, 1130, 1140, 1370, 1510, 2211. Updated all retry 1 and retry
prompts, [Global Default] tag now shows before the wording for each
prompt – this resolves ticket 22304.

Sean Stallings

Highlighted BBN Findings changes in Green.

Sean Stallings

Added Verizon proprietary statement to title page and page headers.

VZB

COADD/BEVE-MRC Tuning 2 Effort-Recommendations From Nuance

Sean Stallings

December
08

02
February
09

Sean Stallings

Updated module 1060, added state and territory to vocabulary
for Yes.

Updated module 1510, added representative, customer
service, and [I have a] question to the vocabulary for Agent.

Updated Header

VZB

Sean Stallings
VZB

1.0

FOAP Effort

Sean Stallings

Updated section 4.5 Global Command and Global Prompts, added
documentation to show that ‘main menu’ requests only route to module
2212 in COA-DD Global. In all other COA-DD applications ‘main menu’
will route to Main Menu module 1100.

VZB

Updated module PP 2212, added flag check and routing for FOAP
condition.
Removed all highlights and struck through text for previous efforts.
25 June 09

31 July
2009

2.34.1

1.0

2.34.2

1.0

Added a hyperlink to DM 1100. Corrected typographical errors in DM’s
1038, 1040, 1050, 1130, 1140, 1370 and 2212.

Kim Rothlis
VzB

DM 1510 :Updated the Action field for ‘agent’ to reflect current logic.
DM 1140 : Updated the Action field for ‘agent to reflect current logic.
DM 2112: Updated the Action field for ‘Condition 1’ to reflect current
logic.

Table of Contents
Chapter 1:

Background and Motivation ............................................................................63
1.1 Executive Summary................................................................................................................... 63
1.1.1 What the application does ................................................................................................... 63
1.1.2 Social Security Administration‘s goals ................................................................................. 63
1.1.3 Callers’ goals....................................................................................................................... 63

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1.1.4 Caller profiles ...................................................................................................................... 63
1.1.5 Business rules ...................................................................................................................... 63
1.2 Aesthetics .................................................................................................................................... 64
Chapter 2:

About the Callers .............................................................................................65

Chapter 3:

Call Examples ..................................................................................................66
3.1 Sample Call Design Considerations ........................................................................................ 66
3.1.1 Verboseness ........................................................................................................................ 66
3.1.2 Confirmation Strategy ......................................................................................................... 66
3.1.3 Longevity ............................................................................................................................ 66
3.2 Call #1: Abbreviated knowledge base auth plus change of address, no problems ......... 67
3.3 Call #2: Full knowledge base auth plus change of address, lots of confirmations ......... 70
3.4 Call #3: Password plus direct deposit, no problems ........................................................... 75

Chapter 4:

Global Behavior ...............................................................................................78
4.1 Time-outs and Retries ............................................................................................................... 78
4.2 Privacy ......................................................................................................................................... 79
4.3 System Timeout ......................................................................................................................... 79
4.4 Help prompts ............................................................................................................................. 79
4.5 Global Commands and Global Prompts ............................................................................... 81
Global Commands Vocabulary ............................................................................................... 81
Table: Auxiliary Global Prompts ............................................................................................ 81
Table: Grammar Synonyms ..................................................................................................... 82
Note on Confirmation Grammars .......................................................................................... 82
4.6 DTMF Collection ...................................................................................................................... 82
4.6.1 Termination of digit strings using the pound sign .................................................................. 82
4.6.2 Invalid DTMF input should be rejected ................................................................................. 82
4.6.3 End-of-DTMF timeout ........................................................................................................ 83
4.6.4 Key-ahead ........................................................................................................................... 84
4.7 Digit-String Playback ................................................................................................................ 84
4.8 Event Logging ............................................................................................................................ 84
4.9 Internal DialogModule Functionality ..................................................................................... 85

Chapter 5:

Detailed Dialog Specification ..........................................................................86
5.1 How to Read the Call-Flow Tables ........................................................................................ 86
5.2 Call-Flow Tables ........................................................................................................................ 87
1000-BeginApplication-Check................................................................................................. 87
1010-WelcomeDD-Msg ........................................................................................................... 87
1012-SFWelcomeDD-Msg....................................................................................................... 88
1020-WelcomeCOA-Msg ......................................................................................................... 88
1022-SFWelcomeCOA-Msg .................................................................................................... 88
1030-DoUqualify-Msg .............................................................................................................. 89
1032-HavePwd-VM .................................................................................................................. 89
1034-PingKBA-DB ................................................................................................................... 91
1035-PingPwd-DB .................................................................................................................... 91
1036-SystemAvailability-Check ............................................................................................... 92
1038-IntroQual-Msg ................................................................................................................. 92

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1040-GetBeneNow-YN ........................................................................................................... 92
1050-GetSSI-YN ....................................................................................................................... 94
1060-LiveInUS-YN ................................................................................................................... 95
1065_MI 53 Host Transaction ................................................................................................ 97
1070-OwnBene-VM .................................................................................................................. 97
1080-COAorDD-Check ........................................................................................................... 98
1090-KnowZip-VM .................................................................................................................. 98
1100-KnowBank-VM ............................................................................................................... 99
1105-SayReady-VM ................................................................................................................. 101
1110-CantProceed-VM ........................................................................................................... 103
1120-CantUse-Msg .................................................................................................................. 104
1130_CantDoThat_DM ......................................................................................................... 104
1140_HelpForCantDoThat_DM .......................................................................................... 105
1300-PWDorKB-Check ......................................................................................................... 107
1310-UsingPwd-Check ........................................................................................................... 107
1320-CallPwdAuth-Code ....................................................................................................... 107
1330-CallKBAuth-Code ......................................................................................................... 107
1340-authstatus-Check............................................................................................................ 108
1350-CallCOA-Code ............................................................................................................... 108
1360-checkstatus-Check ......................................................................................................... 108
1365 MI 54 Host Transaction ............................................................................................... 109
1370-done-VM ......................................................................................................................... 109
1450-CallDD-Code ................................................................................................................. 110
1500-CantAuth-Msg................................................................................................................ 110
1510-NowWhat-VM ............................................................................................................... 110
2010-DMfailure-Msg............................................................................................................... 112
2100-AfterHours-Check ......................................................................................................... 112
2101-ErrorAfterHours-Check ............................................................................................... 112
2110-GettingHelpOperator-Msg .......................................................................................... 113
2111-ErrorGettingHelpOperator-Msg ................................................................................ 113
2112-ErrorAfterHours-Msg................................................................................................... 114
2211-ReturnToMain_or_HangUP-VM ............................................................................... 114
2212-ThanksBeforeReturn-Msg ............................................................................................ 116

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Chapter 5: Background and Motivation
The Social Security Administration serves callers currently receiving benefits as well as the
general population with self-service and informational assistance. SSA is looking for ways to
improve self-service options for both calling populations. Existing self-service options are
currently available from the SSA web site or via the SSA N8NN telephone interface. SSA
would like to enhance the telephone based self-service options to include advanced speech
with a real-time request processing. The self-service functions contained within the scope of
this project are 1) Change of Address, and 2) Set-up or change of Direct Deposit.

5.1
5.1.1

Executive Summary
What the application does
The Change of Address / Direct Deposit application enables callers who are receiving Social
Security benefits to change their mailing address and set up or change direct deposit of
benefits to a bank account.

5.1.2

Social Security Administration‘s goals
Primary goals of the speech application are to:
Provide universal access to the SSA’s automated services by providing an access channel for
callers including the visually impaired.

Offer real-time handling of change-of-address and direct-deposit requests without needing to
transcribe information collected by the existing automated Touch Tone system. Doing so
will eliminate transcription time and transcription errors, as well as minimize the time lag
between callers making the request and transcription of the request.
One business objective for the speech application is cost reduction. Automating calls and
minimizing the number of calls to SSA agents is the primary mechanism towards this goal. As
such, the application will be implemented in a way to streamline and automate requests.


5.1.3

Callers’ goals
Callers are seeking simple self service.

5.1.4

Caller profiles
Callers who receive benefits are either retired or disabled.

5.1.5

Business rules
The privacy of caller’s personal information must be protected. Caller identity must be
verified before allowing changes to information that determines where benefit checks are
sent.

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

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Chapter 6: About the Callers
Caller characteristics are believed to be mostly similar to those described in the UI
specification for the BEVE-MRC application that is Phase 1 of the call automation project.
Those characteristics are incorporated here by reference.
SSA anticipated that the number of repeat callers will be higher for the Change-of-Address
function due to callers who spend time in two or more locations each year, such as living in
Florida for the winter and a northern state for the summer. For this reason, this application
needs to encourage callers to set up and use a Personal Identification Number (PIN) so that
they can avoid the lengthy verification process on each call.

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Chapter 7: Call Examples
Callers arrive at this portion of the system by navigating through the N8NN main menu
system. This can take a minute or more of DTMF interactions. The design of the
interactions should accommodate this change in interaction style between the DTMF
portion of the larger system and the “conversational” nature of the Speech Application. This
may be accomplished through audio iconography, signposting and prompt text.
Callers have explicitly chosen the self service route, and are transferred to the speech system
AFTER choosing either the “change of address” or “direct deposit” path. The Speech
system will receive a flag signifying the task the caller is attempting to complete. For both
functions, caller identity must first be verified using either a social security number (SSN)
plus password, or SSN plus several items of personal information such as mother’s maiden
name.

The sample calls shown here are an early draft and do not necessarily reflect the
current call flow or wording. Sample calls will be updated at a later time.

7.1
7.1.1

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

7.1.2

Confirmation Strategy
All of the actual data elements need to be confirmed at some point. Where possible
confirmations are grouped, as with full name and full address so that with high-confidence
recognitions, callers hear only one confirmation. Where confidence is lower, or where an
item isn’t part of a logical group, individual data items are confirmed.

7.1.3

Longevity
Since callers aren’t expected to use the system frequently (say twice a year at most), Jill is
slightly biased towards relatively severe hand-holding to minimize the number of callers who
opt for a live agent. Jill doesn’t advertising operator assistance, though she will eventually
recommend it as a path of last resort.

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Call #1: Abbreviated knowledge base auth plus change of address, no
problems
This example shows what the call flow could be if we’re allowed to ask fewer questions for
verification. The present client requirement is to ask all of the questions shown in Call 2, but
there’s a chance they’ll be able to relax that requirement to the subset shown here.
prompt ID
CallOne0010

prompt text
[Leisurely pace, not too fast.] Hello! You’ve reached the automated
Change of Address service. I’ll be asking you several questions, and you
can SPEAK your answers. Just be sure to speak clearly and loud enough
for me to hear over the phone. Note that this call may be monitored or
recorded for quality assurance purposes.

CallOne0015

If you’ve gotten to the wrong place, or you change your mind about
proceeding, you can say * Main Menu * at any time. And if you have a
question about anything I ask you, you can say * Question * at any time.
<2 sec pause> OK, let’s get started. First I have to ask a few questions to
see whether you can use this automated service.

CallOne0020

Are you currently receiving Social Security disability, retirement, or
survivor benefits? Yes or no.

CallOne0030

Yes.

CallOne0040

OK. And are you also receiving S S I or supplemental security insurance
payments? Yes or no.

CallOne0050

No.

CallOne0060

Alright. Are you currently residing in a state or territory of the United
States?

CallOne0070

Yes.

CallOne0080

Good. Is the change you’re calling about for your OWN benefit or
payment?

CallOne0090

Yes.

CallOne0100

Alright. Now, let’s see what we need to update. Please say Change My
Address, Change My Phone Number, or Change Both.

CallOne0110

Change address.

CallOne0120

OK, I can help you with that.

CallOne0130

Do you have a password that was issued to you by the Social Security
Administration? Yes or No. <4 sec pause> If you aren’t sure, just say NO
and we’ll go on.

CallOne0140

No.

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CallOne0150

That’s OK. Before I can make any changes, I’ll need to ask you some
questions to verify who you are. There are just four questions so it won’t
take long. You’ll need to know your social security number, and the zip
code of your new address. Do you have both of those numbers handy?

CallOne0160

Yes.

CallOne0170

Great. What’s your social security number?

CallOne0180

One two three, four five, four three two one.

CallOne0190

So that’s * one * two * three *** four * five *** four * three * two * one.
Is that correct?

CallOne0200

Yes.

CallOne0210

Now I need your full name.

CallOne0220

Let’s start with your last name. Please say and spell your last name. For
example, if your last name was Kusack, you’d say “Kusack spelled K U S
A C K.”

CallOne0230

Jones spelled J O N E S.

CallOne0240

And now let me get your first name including spelling.

CallOne0250

Christine spelled C H R I S T I N E.

CallOne0260

Let me read that back. Last name * Jones * spelled * J O N E S. First
name * Christine * spelled * C H R I S T I N E. Did I get that right?

CallOne0270

Yes.

CallOne0280

Next I need to know your date of birth with month, day, and year, such as
January fifth, nineteen thirty five. What’s your date of birth?

CallOne0290

December twenty fifth nineteen thirty nine.

CallOne0300

That’s * December * twenty fifth * nineteen thirty nine. Is that correct?

CallOne0310

Yes.

CallOne0320

Got it. Hold on while I check our database. It may take a few seconds. <4
sec pause> OK, everything checks out. Now let’s get on to your address
change.

CallOne0330

I need to know the effective date for this change. You can say
Immediately, or say a specific date in the next three months.

CallOne0340

Immediately.

CallOne0350

Got it. Now for the new address, ...

CallOne0360

I need to get the zip code first so I can look up the city and state. Please
say the five-digit zip code now.

CallOne0370

Oh two one three eight.

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CallOne0380

OK, I got the city and state information from your zip code. Now I need
just your street address, P. O. Box, or rural route number. For example,
you could say 1 2 3 Main Street West, or P. O. Box 1 2 3 4 5. Go
ahead and say your address.

CallOne0390

Eleven Garden Street

CallOne0400

If there’s an apartment number, please say it now. Otherwise, just say No
Apartment.

CallOne0410

No apartment.

CallOne0420

Let me make sure I’ve got it right. I have * Eleven * Garden Street *
Cambridge * Massachusetts * zero two one three eight. Is that correct?

CallOne0430

Yes.

CallOne0440

Hold on while I send your information. This may take a few seconds. <4
sec pause> OK, the update was accepted. Your information change has
been sent for processing which may take up to three business days, and
you won’t be able to make any other changes during that time. As you
requested, this change will be effective on * December * third * two
thousand four.

CallOne0450

If there’s anything else we can do for you, I can either put you back at the
main menu, or transfer you to an agent. If you’re finished, you can just
hang up. So, Main Menu, Agent, or Goodbye?

CallOne0460

Goodbye.

CallOne0470

Thank you. Goodbye.

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Call #2: Full knowledge base auth plus change of address, lots of
confirmations
This example shows how lengthy a call could be with all the verification questions and
trouble understanding the caller.
prompt ID
CallTwo0010

CallTwo0015

CallTwo0020

Are you currently receiving Social Security disability, retirement, or
survivor benefits? Yes or no.

CallTwo0030

(something mumbled)

CallTwo0040

Sorry, I didn’t hear you. I need to know whether you’re currently receiving
Social Security benefits in the form of a check or direct deposit. Please
speak clearly and say Yes or No.

CallTwo0050

Yes.

CallTwo0080

OK. And are you also receiving S S I or supplemental security insurance
payments? Yes or no.

CallTwo0090

No.

CallTwo0100

Are you currently residing in a state or territory of the United States? Yes
or no.

CallTwo0110

Yes.

CallTwo0120

Is the change you’re calling about for your OWN benefit or payment?

CallTwo0130

Yes.

CallTwo0140

Alright. Now, let’s see what we need to update. Please say Change My
Address, Change My Phone Number, or Change Both.

CallTwo0150

Well, I moved so I guess I need to change everything.

CallTwo0160

I’m sorry, I didn’t understand you. I only understand certain words, so
let’s try again. You can say Change My Address. Or you can say Change
My Phone Number. Or, Change Both.

CallTwo0170

Change both.

CallTwo0180

OK, I can help you with that.

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CallTwo0190

Do you have a seven-digit password that was issued to you by the Social
Security Administration? Yes or No. <4 sec pause> If you aren’t sure, just
say NO and we’ll go on.

CallTwo0200

What?

CallTwo0210

I’m sorry, I didn’t understand you. If you have a seven-digit password that
was mailed to you by the Social Security Administration, say YES. If you
don’t have a password, or you aren’t sure, just say NO and we’ll go on. <4
sec pause> Yes or No.

CallTwo0220

No.

CallTwo0230

That’s OK. Before I can make any changes, I’ll need to ask you some
questions to verify who you are. There are eight questions and it’ll take a
couple of minutes to go through them. In addition to questions about
your name and date and place of birth, you’ll need to know your social
security number, the dollar amount of your last benefit payment, and the
zip code of your new address. Do you have all of those numbers handy?

CallTwo0240

I think so.

CallTwo0250

I’m sorry, I didn’t understand you. If you have your social security
number, the amount of your last benefit payment, AND your new zip
code with you right now, please say YES. Otherwise, say NO.

CallTwo0260

Yes.

CallTwo0270

Great. What’s your social security number?

CallTwo0280

One two three, four five, four three two one.

CallTwo0290

So that’s * one * two * three *** four * five *** five * three * two * one. Is
that correct?

CallTwo0300

No.

CallTwo0310

Sorry, my mistake. Let’s try again. Please say your social security number,
or enter it on your telephone keypad.

CallTwo0320

One two three, four five, four three two one.

CallTwo0330

So that’s * one * two * three *** four * five *** four * three * two * one.
Is that correct?

CallTwo0340

Yeah.

CallTwo0350

Sorry. Did I get the number correct? Yes or No.

CallTwo0360

YES!

CallTwo0370

Thank you. Now I need your full name.

CallTwo0380

Let’s start with your last name. Please say and spell your last name. For
example, if your last name was Kusack, you’d say “Kusack spelled K U S
A C K.

CallTwo0390

Smyth spelled S M Y T H.

CallTwo0400

I think you said * Smith * spelled * S M I T H. Is that correct?

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CallTwo0410

No.

CallTwo0420

Sorry, just spell your last name for me.

CallTwo0430

S M Y T H.

CallTwo0440

I think you said * Smyth * spelled * S M Y T H. Is that correct.

CallTwo0450

Yes.

CallTwo0460

And now let me get your first name including spelling.

CallTwo0470

Davida spelled D A V I D A.

CallTwo0480

I think you said Davida spelled D A V I D A. Is that correct?

CallTwo0490

Yes.

CallTwo0500

Let me read that back. Last name * Smyth * spelled * S M Y T H. First
name * Davida * spelled * D A V I D A. Did I get that right?

CallTwo0510

Yes.

CallTwo0520

Good. Some people have another last name that is associated with their
social security account, such as a maiden name or a professional name. Do
you have an ALTERNATE last name? Yes or no?

CallTwo0530

Yes, Jones.

CallTwo0540

Please say and spell your other last name.

CallTwo0550

Jones spelled J O N E S.

CallTwo0560

Let me read that back. That’s * Jones * spelled * J O N E S. Did I get that
right?

CallTwo0570

Yes.

CallTwo0580

Next I need to know your date of birth with month, day, and year, such as
January fifth, nineteen thirty five. What’s your date of birth?

CallTwo0590

December twenty fifth, nineteen oh nine.

CallTwo0600

That’s * December * twenty fifth * nineteen oh five. Is that correct?

CallTwo0610

No, it’s nineteen oh NINE.

CallTwo0620

Sorry, my mistake. Please say your full date of birth one more time.

CallTwo0630

December twenty fifth nineteen oh nine.

CallTwo0640

That’s * December * twenty fifth * nineteen oh nine. Is that correct?

CallTwo0650

Yes.

CallTwo0660

I also have to ask your mother’s maiden name.

CallTwo0670

Please say and spell your mother’s maiden last name.

CallTwo0680

Schwartz spelled S C H W A R T Z.

CallTwo0690

Let me read that back. That’s * Schwartz * spelled S C H W A R T Z. Did
I get that right?

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CallTwo0700

Yes.

CallTwo0710

Got it. Only two more questions and you’ll be verified.

CallTwo0720

I need to know where you were born. Please say the name of the STATE
or territory where you were born, or say OTHER if it wasn’t a state or
territory.

CallTwo0730

North Dakota.

CallTwo0740

I think you said * South Dakota. Is that correct?

CallTwo0750

No, north.

CallTwo0760

Sorry, my mistake. Please tell me the state or territory again.

CallTwo0770

NORTH Dakota.

CallTwo0780

I think you said * North Dakota. Is that correct?

CallTwo0790

Yes.

CallTwo0800

One last question. What was the amount of the last benefit payment you
received in dollars and cents?

CallTwo0810

One forty seven fifty three.

CallTwo0820

I’m sorry, I didn’t understand that. Please say the amount as dollars and
cents, such as one hundred twenty nine DOLLARS and thirty seven
CENTS.

CallTwo0830

One hundred forty seven dollars and fifty three cents.

CallTwo0840

I think you said * one * hundred * forty seven * dollars and * fifty three *
cents. Is that correct?

CallTwo0850

Yes.

CallTwo0860

Got it. Hold on while I check our database. It may take a few seconds. <4
sec pause> OK, everything checks out. Now let’s get on to your address
change.

CallTwo0870

I need to know the effective date for this change. You can say
Immediately, or say a specific date in the next three months.

CallTwo0880

Immediately.

CallTwo0890

Got it. Now for the new address, ...

CallTwo0900

I need to get the zip code first so I can look up the city and state. Please
say the five-digit zip code now.

CallTwo0910

Oh two one three eight.

CallTwo0920

Please say the five-digit zip code again, saying the digits one by one.

CallTwo0930

Oh. Two. One. Three. Eight.

CallTwo0940

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CallTwo0950

Eleven Garden Street

CallTwo0960

Sorry, I didn’t understand that. I need your street address or P. O. box
number. For example, you can say one twenty-four Belvedere Street, or P.
O. Box 1 2 3 4 5. I also understand rural routes. Please say your address
now.

CallTwo0970

Eleven. Garden. Street.

CallTwo0980

I think you said * eleven * Garden Street. Is that correct?

CallTwo0990

Yes.

CallTwo1000

If there’s an apartment number, please say it now. Otherwise, just say No
Apartment.

CallTwo1010

No apartment.

CallTwo1020

Let me make sure I’ve got it right. I have * eleven * Garden Street *
Cambridge * Massachusetts * zero two one three eight. Is that correct?

CallTwo1030

Yes.

CallTwo1040

Great! Hold on while I send your information. This may take a few
seconds. <4 sec pause> OK, the update was accepted. Your information
change has been sent for processing which may take up to three business
days, and you won’t be able to make any other changes during that time.
As you requested, this change will be effective on * December * third *
two thousand four.

CallTwo1050

If there’s anything else we can do for you, I can either put you back at the
main menu, or transfer you to an agent. If you’re finished, you can just
hang up. So, Main Menu, Agent, or Goodbye?

CallTwo1060

G’Bye.

CallTwo1070

I think you said Goodbye. Is that correct?

CallTwo1080

YES!

CallTwo1090

Thank you. Goodbye.

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7.4

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Call #3: Password plus direct deposit, no problems
This example shows how quick the flow could be if the caller has a password. It also shows
an example of help.
prompt ID
CallThree0010

prompt text
[Leisurely pace, not too fast.] Hello! You’ve reached the automated Direct
Deposit service. I’ll be asking you several questions, and you can SPEAK
your answers. Just be sure to speak clearly and loud enough for me to hear
over the phone. Note that this call may be monitored or recorded for
quality assurance purposes.

CallThree0020

CallThree0030

Are you currently receiving Social Security disability, retirement, or
survivor benefits? Yes or no.

CallThree0040

Yes.

CallThree0050

OK. And are you ALSO receiving S S I or supplemental security insurance
payments?

CallThree0060

No.

CallThree0070

Alright. Are you currently residing in a state or territory of the United
States? Yes or no.

CallThree0080

Yes.

CallThree0090

OK. Is the change you’re calling about for your OWN benefit or
payment?

CallThree0100

Yes.

CallThree0110

Good. Do you have a password that was issued to you by the Social
Security Administration? Yes or No.

CallThree0120

Yes.

CallThree0130

Great, that’ll make this much quicker.

CallThree0140

Before I can make any changes, I’ll need to ask you a couple of questions
to verify who you are. You’ll need to know your social security number *
your password * your bank account number * and the routing number for
YOUR bank account, which you can get from one of your checks, or
from your financial institution. Do you have all of those numbers handy?

CallThree0150

Yes.

CallThree0160

OK, here’s the first question.. What’s your social security number?

CallThree0170

One two three, four five, four three two one.

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CallThree0180

So that’s * one * two * three *** four * five *** four * three * two * one.
Is that correct?

CallThree0190

Yes.

CallThree0200

What’s your seven-digit password?

CallThree0210

Seven nine two oh oh six one.

CallThree0220

That’s * seven nine two * zero zero * six one. Did I get it right?

CallThree0230

Yes.

CallThree0240

Got it. Hold on while I check our database. It may take a few seconds. <4
sec pause> OK, everything checks out.

CallThree0250

Now let’s move on to your direct deposit information.

CallThree0260

For the account you want to use, are you the owner of the account?

CallThree0270

Yes.

CallThree0280

Good. Now tell me the type of account this is. Your choices are *
Checking * Savings * Investment * or * Other.

CallThree0290

Checking.

CallThree0300

OK. I need to know the effective month for this change. Because of the
lead time in processing checks, your choices are * January * February * or
* March.

CallThree0310

February.

CallThree0320

Sure * February * is fine.

CallThree0330

Now, you’ll need to know two numbers that you can find on the bottom
of a check, or you can get them from your financial institution. The first is
a nine-digit bank routing number. <1 sec pause> The second is your
personal account number. <1 sec pause> If you have these numbers, say I
Have The Numbers. Otherwise say More Information.

CallThree0340

More information.

CallThree0350

Sure, here’s a bit more information about those numbers. The bank
routing number is exactly nine digits and is printed on the bottom of each
check in between two marks that look like a vertical bar followed by a
colon.

CallThree0360

Your account number is some number of digits ending with a symbol that
looks like two vertical bars followed by a square dot. Don’t confuse your
ACCOUNT number with your CHECK number that is both at the
bottom and at the top right of your check.

CallThree0370

If you don’t have these numbers, you’ll need to get them from your
financial institution before we can set up or change direct deposit. If you
DO have the numbers now, say I Have The Numbers.

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CallThree0380

If you need to speak with an agent, say Agent. If you’d like to do
something else, say Main Menu. If you want to call again later, say
Goodbye or just hang up. To hear this information again, say More
Information.

CallThree0390

I have the numbers.

CallThree0400

Great. What’s the nine-digit bank routing number?

CallThree0410

One two four seven zero two six four four.

CallThree0420

That’s * one two four * seven zero * two six * four four. Is that correct?

CallThree0430

Yes.

CallThree0440

Got it. And what’s your account number?

CallThree0450

Seven six five four three two.

CallThree0460

That’s * seven * six * five *** four * three * two. Is that correct?

CallThree0470

Yes.

CallThree0480

Alright. Hold on while I send your information. This may take a few
seconds. <4 sec pause> OK, the update was accepted. Your information
change has been sent for processing which may take up to three business
days, and you won’t be able to make any other changes during that time.
This change will be effective with your * February * benefit payment.

CallThree0490

If there’s anything else we can do for you, I can either put you back at the
main menu, or transfer you to an agent. If you’re finished, you can just
hang up. So, Main Menu, Agent, or Goodbye?

CallThree0500

Goodbye.

CallThree0510

Thank you. Goodbye.

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Chapter 8: Global Behavior
8.1

Time-outs and Retries
While the retry prompts are specified in the DialogModule tables, they are to be preceded by
the appropriate apology prefix as outlined below:

Retry 1 & 2

IF retry 1

Message
Number
00110
Message
Number
00111

IF retry 2

Message
Number
00112
Message
Number
00113

upon
rejection
of speech

apology_re1

upon
rejection
of speech

I’m sorry, I didn’t understand you.

My mistake.

upon
confirmati
on

apology_re2

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

upon
rejection
of speech

apology_re2_

My mistake again.

upon
confirmati
on

[…]

Note that Timeout prefixes for the collection phase (rejection of speech) are included as part
of the Timeout prompts in each DM, whereas Timeout prefixes for the confirmation phase are
usually not specified in the DM tables.
Timeout 1

apology_to1

I’m sorry, I didn’t hear anything.

Timeout 2

apology_to2

I’m sorry, I still didn’t hear anything.

Max. timeout is globally set to 2 – exceptions will be indicated in the tables.
Max. retry is globally set to 2 – exceptions will be indicated in the tables.
When either max timeouts or max retries is reached, transfer to the DM indicated for this
purpose.

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8.2

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Privacy
No information collected in this application is considered sensitive.

8.3

System Timeout
In addition to the regular timeouts, there is also a global System Timeout, set to a specific
number of minutes. If the duration of one call exceeds this System Timeout, the call-flow
will be interrupted with the prompt below to inform the caller that the maximum amount of
time for the call duration has been exceeded. After the playout of this prompt, the call will
be terminated. (This also means that barge-in is OFF during the play-out of these prompts,
since there is no recognition state following.)

System
Timeout

Message Number

Time Limit

System Timeout message

00114

15 minutes

system_timeout_a

I’m sorry to interrupt, but it looks like you’re having trouble
since we’ve been on this call for more than …

[CPR]

e.g. “…30…”

system_timeout_b

…minutes. I’ll need to hang up now. You might want to
call back and ask to speak with an agent. Good bye.

00115

8.4

Help prompts
Unless otherwise specified by the DialogModule table, the default behavior will always be to
‘re-enter’ the DialogModule directly after the Help prompt has played, so the application will
listen for the input again. It does this while resetting any timeout and retry counters, thus as
if it were the initial try, but without playing the initial prompt again. This is because the prompt
for the input will be contained in the Help prompt itself, perhaps with a slightly different
verbiage.
In summary:
1) Play Help prompt(s) specified in the UI table
2) Unless otherwise specified in the table, re-enter the same state to listen for caller input
3) Do not play the initial prompt of this state after the Help prompt
Important note: caller can barge-in on the Help prompt (unless otherwise specified by the
table) which will cause the Help prompt to immediately stop playing and the recognizer to
parse the caller’s input according to the vocabulary of the state following the Help prompt
(this state typically is the same state). While the caller can start speaking before the end of
the Help prompt, the beginning_of_speech timer will not start until the Help prompt has
finished playing (which is the same behavior as with any other prompt played that callers can
barge-in on).
Note well that Help is an historical term for assistance to callers. The word “help” is
specifically not included in the grammars because as a single-syllable global command it
causes too many recognition problems. Callers are advised that they can say “more
information” and there are other synonyms listed in the global table. There is also evidence

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from usability studies that callers are more likely to make use of a neutral term such as “more
information” that does not make them feel inadequate by asking for help.

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8.5

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Global Commands and Global Prompts

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

Application

Commands

All

Question

DTMF
*

[I] don’t know [it] (but downweight this
one in the grammar)

Action (unless re-specified by
the module)

Confirm.

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

Never

Go to: 2100-AfterHours-Check

Always

More information
NOTE: “Help” is NOT in this grammar,
nor in any grammar for this application
unless specifically noted for a single
DM table.
All

Agent
(Refer to the N8NN UI spec for the
grammar for agent synonyms.)
Tuning 4 recommends "tightening" the
agent grammar so that phrases without
verbs are not included. A new Agent
grammar will be supplied for use in
both N8NN and COA-DD.

COA-DD Global

Main menu [please

Go to: 2212-ThanksBeforeReturn-Msg

If necessary

Direct Deposit,
Password Auth,
Knowledge Based Auth,
Change of Address

Main menu [please]

Go to: N8NN Main Menu module
1100-Main-DM

If necessary

Confirmation prompts
Option

Name

Wording

Operator

gl_conf_operator

[I think you said] you want to talk to an agent. [Is that correct?]

Main menu

gl_conf_mainmenu

[I think you said] you want to return to the Main Menu. [Is that correct?]

Developer Notes
NOTE ON GOODBYE: Recent wisdom among UI designers is that Goodbye is seldom used by callers and therefore only causes
recognition problems. We have traditionally included Goodbye because some callers like the closure it seems to provide. However, the
usability data we’ve accumulated suggests that it causes more problems than it solves. Therefore, we propose to remove Goodbye
from this application, and simply offer callers the option of hanging up.

Table: Auxiliary Global Prompts
These prompts are used in several locations throughout the application, and are listed here simply to ensure they show up in the
prompt recording lists.

Generic Prompts
Name

Wording

default_confirmation_initialprompt_part1

I think you said ...

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default_confirmation_initialprompt_part2

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Is that correct?

Table: Grammar Synonyms
In several places, synonyms are needed for common grammar items. This table lists the synonyms that should be defined.
Basic grammar

Synonyms

yes

yeah, sure, correct, that’s correct, yes ma’am, right, OK

nope, no that’s not it, no that’s not right, no ma’am, wrong

Note on Confirmation Grammars
The preceding requirement has been rescinded — tuning studies have shown that including
“agent” synonyms in confirmation grammars catches too many utterances that are really
statements of Yes or No. Also, including agent synonyms interferes with one-step correction
where it is used. So agent synonyms should not be in confirmation grammars unless there is
an explicit note otherwise.

8.6
8.6.1

DTMF Collection
Termination of digit strings using the pound sign
Any state prompting for input of which the DTMF equivalent is a digit string, such as the
social security number, should accept the DTMF ‘pound’ sign as the immediate terminator of
such a string. Naturally, this ‘pound’ sign should not be taken as part of the actual input or
passed on as such to other parts of the application or any databases; it is merely an indicator
that the digits before it form the complete numeric input.
Single-digit DTMF equivalents—such as ‘1’, ‘2’, ‘3’, etc. for menu options—do not allow a
terminating character.

8.6.2

Invalid DTMF input should be rejected
Any input that does not match to a menu option or other command, or does not match to
numeric input prompted for at that point, should be rejected by the application, and lead to
the application entering a retry. For example, when a state has only four menu options with
DTMF equivalents ‘1’ through ‘4’, we should enter a rejection if someone enters ‘5’ at that
point. Another example would be a state asking for a sequence of digits: if someone provides
DTMF input that contains an asterisk in the sequence, we should reject that input as well.
(An alternative would be to go to Help in that situation, since ‘*’ is the DTMF equivalent for
it, but it’s probably better to just reject digit-strings containing an ‘*’.) As outlined in the
paragraph 8.6.1 “Termination of digit strings using the pound sign“ above, the DTMF
‘pound’ sign should be accepted as a valid terminator of digit strings.

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Please note that DTMF equivalents of global commands should always be accepted, even if
they are not explicitly offered by any of the prompts in a given state. Examples of these are
the ‘star’ sign for Help and ‘0’ for an Associate.

8.6.3

End-of-DTMF timeout
The application’s response time to DTMF input should always be as short as possible, but will
depend at any point on whether the DTMF input given so far in a particular state is either
clearly unfinished, or is ambiguous.
An example of clearly unfinished DTMF input would be a caller having entered ‘1’ in a state
where digit strings of various lengths can be collected, with the shortest input being a single
digit. In this situation we give the caller n seconds to enter the remainder of a possible multidigit string, where n is specified by some inter-digit timeout parameter. After each non-final
digit entered by the caller, a countdown will start with a duration indicated by this parameter.
If the countdown runs out before the caller has entered the next necessary digit, the
application will go into a rejection.
Once the caller has entered the number of digits required to make the input complete—
which is 9 digits in the case of an SSN, or 10 digits in case of a US phone number including
area code—the application could take that input immediately and parse it, without running
the countdown again. However, because the caller may enter the ‘#’ sign to terminate the
string, we will look at two variables to determine whether or not we indeed terminate the
digit string based upon satisfaction of the number of digits alone:
1) Fixed-length versus not-fixed-length digit strings. If the expected digit-string is of a fixed length,
then we can terminate the string as soon as we have reached the correct number of
digits. If its length varies, then we cannot, unless we have reached the maximum
allowable length.
2) Next state being a collection state or not. If the next state in the application is another
collection state, and we are not using an inter-digit timeout after the last digit in a fixedlength or maximum-length string, then we run the risk that any ‘#’ terminator entered by
the caller will not get detected until the application has moved on to that next collection
state. We do not have this risk if the next state is not listening for input, for example a
database hit, or a play-message with barge-in turned off. Only where necessary, we
eliminate this risk by using the inter-digit timeout even after the last digit of fixed-length or
maximum-length string.
In short: we will terminate finished fixed-length and maximum length digit-strings immediately
when the next state is not listening for input, and when the next state is a collection state, then for
the maximum duration of the inter-digit timeout we will wait for a possible ‘#’ terminator.
When a ‘#’ terminator is detected, we also immediately terminate the string.
Unfinished DTMF input can be ambiguous. This is the case when the digit(s) entered so far
can be interpreted as complete input for other options or other numeric input. While the input
could be considered complete under one interpretation it is incomplete under another
interpretation, e.g. someone entered a ‘0’ as the first digit of their Social Security Number,
but ‘0’ is also used to request an Associate. In this situation too, we use the inter-digit timeout
to wait for possible further input, unless we have reached the maximum length.

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

8.7

Digit-String Playback
Variable digit-strings to be presented to the caller will be passed through a global routine
that builds prompt lists to fluently play back any kind of digit string: phone numbers, SSNs,
credit card numbers, etc. Valid input to this function is a string of digits, where a hyphens
and spaces can be used to indicate grouping. Examples of valid input are: “123456”, “1-617428-4444”, “017-85-3229”, “4356 8900 0220 0392”. For each hyphen or space, the routine
will insert a pause. The prompt set to be used for this consists of the following 1,231
prompts:
1,000 prompts: “...0 0 0, ...” through “...9 9 9, ...” (Non-final intonation)
100 prompts: “...0 0, ...” through “...9 9, ...” (Non-final intonation)
100 prompts: “...0 0.” through “...9 9.” (Final intonation)
10 prompts: “0...” through “9...” (Rising intonation)
10 prompts: “...0, ...” through “...9, ...” (Non-final intonation)
10 prompts: “...0.” through “...9.” (Final intonation)
1 prompt: 1/4 second silence.

See http://looknohands.com/digit-string-cpr/ for a demonstration of how the playout of
various different kinds of strings is constructed using prompts from the sets listed above.

8.8

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

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Internal DialogModule Functionality
This diagram shows the typical flow within a Dialog Module, including retry and timeout
cases.
Initial Prompt
High
Confidence

Confidence
Level?

Success

Medium
Confidence

"I think you said..."

"No"

"Yes"

"Is that correct?"

"Yes"

User Input
Detected
Another on
n-best?

Yes

"Maybe it was..."

"Is that right?"

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

Low
Confidence

"My mistake."

Retry Prompt # 1
Number of
retries?

"My mistake again."

Retry Prompt # 2
Above
max retries

1
(Retries
counter
increments
by one)

Failure

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

Retry Prompt # 1
Number of
retries?

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

Retry Prompt # 2
Above
max retries

No
User Input
Detected

Timeout Prompt # 1

(Timeout-counter
increments by one)

Number of
timeouts?

Above
max timeouts

User Interface Specification

SSA_COA-DD_Global_2.34.2

Failure

Timeout Prompt # 2

Failure

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Change of Address / Direct Deposit

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Chapter 9: Detailed Dialog Specification
9.1

e of
table

mpts
on

nds
file

input
tion

obal
mands
tion

on to
fy the
erent
s of the
dule

How to Read the Call-Flow Tables
2100_Finance_Forex_Menu
Previous step of
the dialog

Speech Input

Item List

Initial prompt: first
prompt played when
entering the module.

Entering from

DialogModule
type

2000_Finance_Menu
Timeout 1 prompt:
played when no
response to initial.

Prompts
Message Number

Type

Name

Wording

21001

Initial

21001

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

21002

Timeout 1

21002

21003

Timeout 2

21003

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

21004

Retry 1

21004

Touch-tone
equivalents for user
Retry 2
21005
input

21005

21006

Help

Voicing

21006

DTMF

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

Action
Go to: “2110_Finance_Forex_ExchangeRateInfoMsg”

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

Commands

DTMF

Go to: “2190_Finance_Forex_CurrenciesListIntro”

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

Action

“Back up”

Go to: “2000_Finance_Menu”

“Main menu”

Go to: “1000_MainMenu”

“Goodbye”

“Instructions”

Go to: “9000_Goodbye_Msg”

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

“Operator”

Go to: “8000_Transfer_Msg”

Developer notes
Default
Touch-tone
equivalents for global
commands

User Interface Specification

SSA_COA-DD_Global_2.34.2

System actions
following on global
commands

System actions
following on user
input

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9.2

Verizon Business-- Confidential

Call-Flow Tables
General note on prompt specification: Where there are two or more Initial prompts, all are played in
sequence on entry to the DM. Likewise with multiple Help prompts – all are played in sequence when the
caller says Question or presses star. In contrast, Retry1 and Retry2 are played individually on the first or
second retry respectively, and similarly for Timeout1 and Timeout2. The Initial and Help prompts are broken
into pieces to reduce problems with recording long prompts accurately, and also to avoid the voice talent
gasping for breath. Note that if a caller says Question (or any synonym) repeatedly in the same DM, they hear
the same sequence of help prompts each time. There is presently no upper limit on how many times a caller
can say Question in a DM. There is, however, a limit on the total length of the call, as specified in section 8.2
above.

1000-BeginApplication-Check
Branch on Condition
This is the entry point for the Change of Address (COA) and Direct Deposit (DD) application.

Entering from
1036-SystemAvailability-Check

Req ID

Condition

Action

1000-BeginApplication-Condition-Menu2

If COA from Main Menu

Go to: 1020-WelcomeCOA-Msg

1000-BeginApplication-Condition-Menu3

Else IF DD from Main Menu

Go to: 1010-WelcomeDD-Msg

1000-BeginApplication-Condition-Menu4COA

Else IF COA from Password Services

Go to: 1020-WelcomeCOA-Msg

1000-BeginApplication-Condition-Menu4DD

Else IF DD from Password Services

Go to: 1010-WelcomeDD-Msg

1000-BeginApplication-Condition-SFCOA

Else IF COA from SF Main Menu

Go to: 1022-SFWelcomeCOA-Msg

1000-BeginApplication-Condition-SFDD

Else DD from SF Main Menu

Go to: 1012-SFWelcomeDD-Msg

Event logging

1010-WelcomeDD-Msg
Play Prompt
Welcome the caller to the Direct Deposit application.

Entering from
1000-BeginApplication-Check

Prompts
Message Number

Type Name

Wording

10105

1010-GLB-WelcomeDD-Prompt1

Hello! You’ve reached the automated Direct Deposit
service.

Req ID

Condition

Action

1010-GLB-WelcomeDD-ConditionAlways

Always

Go to: 1030-DoUqualify-Msg

Event logging
Developer notes
No barge-in

User Interface Specification

SSA_COA-DD_Global_2.34.2

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1012-SFWelcomeDD-Msg
Play Prompt
Welcome the caller to the Direct Deposit application from SpeakFreely Main Menu. Since SF N8NN introduces the
process, we don’t need to welcome the caller here.

Entering from
1000-BeginApplication-Check

Prompts
Message Number

Name

Wording

10121

1012-GLB-SFWelcomeDD-Prompt1

[0.5 sec silence]

Req ID

Condition

Action

1012-GLB-SFWelcomeDDCondition-Always

Always

Go to: 1030-DoUqualify-Msg

Event logging
Developer notes
No barge-in

1020-WelcomeCOA-Msg
Play Prompt
Welcome the caller to the Change of Address application.

Entering from
1000-BeginApplication-Check

Prompts
Message Number

Name

Wording

10200

1020-GLBWelcomeCOAPrompt1

Hello! You’ve reached the automated Change of Address service.

Condition

Action

Always

Go to: 1030-DoUqualify-Msg

1020-GLB-WelcomeCOA -Condition-Always

Event logging
Developer notes
No barge-in

1022-SFWelcomeCOA-Msg
Play Prompt
Welcome the caller to the Change of Address application from SpeakFreely Main Menu. Since SF N8NN introduces
the process, we don’t need to welcome the caller here.

Entering from
1000-BeginApplication-Check

User Interface Specification

SSA_COA-DD_Global_2.34.2

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Prompts
Message Number

Name

Wording

10121

1020-GLBSFWelcomeCOAPrompt1

[0.5 sec silence]

Condition

Action

Always

Go to: 1030-DoUqualify-Msg

1020-GLB-SFWelcomeCOA Condition-Always

Event logging
Developer notes
No barge-in

1030-DoUqualify-Msg
Play Prompt
Introduce caller to automated application, say we need to see whether they qualify to use the application.

Entering from
1010-WelcomeDD-Msg, 1020-WelcomeCOA-Msg

Prompts
Message Number

Name

Wording

10302

1030-GLBDoUqualifyPrompt1

I’ll be asking you several questions, and you can SPEAK your answers. Just be sure to
speak clearly and loud enough for me to hear over the phone.

10121

silence_500

[500 ms silence]

10303

1030-GLBDoUqualifyPrompt2

If you’ve gotten to the wrong place, or you change your mind about proceeding, you
can say Main Menu at any time. And if you have a question about anything I ask you,
you can say Question at any time. <1 sec pause> OK, let’s get started.

Req ID

Condition

Action

1030-GLB-DoUqualify-Condition-pwd

Came from Main 3 (pwd)?

Go to: 1035-PingPwd-DB

1030-GLB-DoUqualify-Condition-nopwd

Else from Main 2

Go to: 1032-HavePwd-VM

Event logging
Developer notes
No barge-in

1032-HavePwd-VM
Voice Menu DialogModule™
Ask caller if they plan to use a password now, so we can ping the correct service.

Entering from
1030-DoUqualify-Msg

Prompts
Message Number

Type / Name

User Interface Specification

SSA_COA-DD_Global_2.34.2

Wording

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10321

1032-GLB-COAhavepwd-Prompt-Initial

It’s not required, but do you have a
seven-digit password that you set up
with the Social Security
Administration? Yes or No. <4 sec
pause> If you’re not sure, say
Question.

10322

1032-GLB-COAhavepwd-Prompt-Retry1

[Global Default] If you have a
password, say Yes. Otherwise say
No. If you’re not sure, say Question.

10323

1032-GLB-COAhavepwd-Prompt-Retry2

[Global Default] If you have a
password, press one. Otherwise,
press two.

10324

1032-GLB-COAhavepwd-Prompt-Timeout1

I’m sorry, I didn’t hear anything. If you
have a seven-digit password that you
set up with the Social Security
Administration, say Yes or press one.
If you don’t have one, say No or
press two. If you’re not sure, say
Question or press the star key.

10325

1032-GLB-COAhavepwd-Prompt-Timeout2

I’m sorry, I still didn’t hear anything. If
you have a seven-digit password that
you set up with the Social Security
Administration, say Yes or press one.
If you don’t have one, say No or
press two. If you’re not sure, say
Question or press the star key. [4 sec
pause] If you need assistance, say
Agent or press zero.

10326

1032-GLB-COAhavepwd-Prompt-Help

The password I’m referring to would
have been chosen and registered by
you online or over the phone. You
would have received a password
request code in the mail, which you
would have used along with your
social security number and other
information to register a seven-digit
password to access your personal
benefit information. If you’ve
forgotten the password, you can
request a new one by using the same
process you used before. If you have
this seven-digit password and you
plan to use it today, say Yes.
Otherwise say No and I’ll verify your
identity another way.

10327

1032-GLB-COAhavepwd-PromptSuccessYes

Great. It’ll save time.

10328

1032-GLB-COAhavepwd-PromptSuccessNO

That’s OK.

Option

Vocabulary

DTMF

1032-GLB-COAhavepwd-Option-yes

yes and usual
synonyms

1032-GLB-COAhavepwd-Option-no

no and usual
synonyms

User Interface Specification

SSA_COA-DD_Global_2.34.2

Action

Confirm.

play SuccessYes prompt

never

Go to: 1035-PingPwd-DB
play SuccessNo prompt

never

Go to: 1034-PingKBA-DB

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1032-GLB-COAhavepwd-Option-maybe

Verizon Business-- Confidential
global Help
grammar plus:

same as Question – play the Help prompt
and reenter this DM as usual for help

never

maybe
[I’m] not sure
I don't know
Note: remove global "agent" grammar for
this DM.

Confirmation prompts
Option / Name

Wording

no confirmations for Yes / No

DialogModule parameters
Parameter

Value

1032-GLB-COAhavepwd-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Event logging
Developer notes
Use the standard Yes/No DM and its associated grammar (variations on yes and no). The global Help/Question grammar is
overridden for this DM in order to catch additional utterances including “maybe”.

1034-PingKBA-DB
Database Query
Ping KBA system upon entry to ensure the presence of the back end.

Entering from
1032-HavePwd-VM

Req ID

Condition

Action

1034-GLB-PingKBA-Condition-Always

Always

Go to: 1036-SystemAvailability-Check

Event logging

1035-PingPwd-DB
Database Query
Ping Password system upon entry to ensure the presence of the back end.

Entering from
1030-DoUqualify-Msg

Req ID

Condition

Action

1035-GLB-PingPwd-Condition-Always

Always

Go to: 1036-SystemAvailability-Check

Event logging

User Interface Specification

SSA_COA-DD_Global_2.34.2

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1036-SystemAvailability-Check
Branch on Condition
Branch on availability of system.

Entering from
1035-PingPwd-DB, 1034-PingKBA-DB

Condition

Action

1036-GLB-SystemAvailabilityCondition-Unavailable

IF System is unavailable

NeedAssistanceWith = SysUnavailable

1036-GLB-SystemAvailabilityCondition-Available

Else

Go to: 2100-AfterHours-Check
NeedAssistanceWith = UserRequestedAgent
(this is an initial setting that may be overridden by later events)
Go to: 1038-IntroQual-Msg

Event logging

1038-IntroQual-Msg
Play Prompt
Introduce the series of qualifying question we’re about to ask.

Entering from
1032-HavePwd-VM

Prompts
Message Number

Name

Wording

10381

1038-GLBIntroQual-Prompt1

First I have to ask a few questions to see whether this automated service can help
you.

Req ID

Condition

Action

1038-GLB-IntroQual-Condition-Always

Always

Go to: 1050-GetSSI-YN

Event logging
Developer notes
No barge-in

1040-GetBeneNow-YN
Custom Context DialogModule™
Ask whether caller is currently receiving benefits. This question now occurs AFTER the question about SSI
(1050).

Entering from
1050-GetSSI-YN

Prompts
Message Number

Type

Name

Wording

10401

Initial

1040-GLB-GetBeneNow-PromptInitial

Are you currently receiving Social Security
retirement, survivor, or disability benefits?
Yes or no.

10402

first retry

1040-GLB-GetBeneNow-PromptRetry1

[Global Default] If you’re currently receiving
Social Security retirement, survivor, or
disability benefits, please say Yes.
Otherwise say No.

User Interface Specification

SSA_COA-DD_Global_2.34.2

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10403

second
retry

1040-GLB-GetBeneNow-PromptRetry2

[Global Default] If you currently get a
benefit check or deposit from Social
Security, press one. Otherwise, press two.

10404

first timeout

1040-GLB-GetBeneNow-PromptTimeout1

I’m sorry, I didn’t hear anything. If you
currently get a benefit check or deposit from
Social Security, say Yes or press one.
Otherwise, say No or press two. If you’re
not sure, say Question or press the star
key.

10405

second
timeout

1040-GLB-GetBeneNow-PromptTimeout2

I’m sorry, I still didn’t hear anything. If you
currently get a benefit check or deposit from
Social Security, say Yes or press one.
Otherwise, say No or press two. If you’re
not sure, say Question or press the star
key. [pause 4 sec] If you need assistance,
say Agent or press zero.

10406

Help – play
all of these

1040-GLB-GetBeneNow-PromptHelp1

[slowly] OK, I’ll try to help with more
explanation. You can use this automated
service to change your address or phone
number with Social Security only if you
meet certain conditions. One of those
conditions is that you must already be
receiving a Social Security benefit due to
retirement, disability, or being a survivor of
someone who would have received a
benefit.

500

silence_500

[500 ms silence]

10407

1040-GLB-GetBeneNow-PromptHelp2

[slowly] If you’re not currently receiving a
monthly check or deposit from Social
Security, you can’t use this AUTOMATED
service to change your address or phone
number. In most cases, though, just putting
your new address and phone number on
your income tax return is all that we need. If
you’d like more information or need
personal assistance, you can say Agent or
press zero.

500

silence_500

[500 ms silence]

10408

1040-GLB-GetBeneNow-PromptHelp3

So please let me ask you again: Are you
currently receiving Social Security
retirement, survivor, or disability benefits?
Yes or no.

Option

Vocabulary

DTMF

Action

Confirm.

1040-GLB-GetBeneNow-Option-yes

yes and usual
synonyms

Go to: 1060-LiveInUS-YN

never

1040-GLB-GetBeneNow-Option-no

no and usual
synonyms

Go to: 1130_CantDoThat_DM

never

1040-GLB-GetBeneNow-Option-specific

retirement [benefits]

—

Go to: 1060-LiveInUS-YN

never

—

Go to: 1120-CantUse-Msg

never

survivor [benefits]
disability [benefits]
1040-GLB-GetBeneNow-Option-SSI

S S I [benefits]

Confirmation prompts
Option / Name

Wording

no confirmations for Yes / No

DialogModule parameters
Parameter

Value

1040-GLB-GetBeneNow-Parameter

User Interface Specification

SSA_COA-DD_Global_2.34.2

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after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Event logging
Developer notes
Play all three help prompts if the caller says Question. Note that ‘retirement’ etc. are accepted as equivalent to ‘yes’.

1050-GetSSI-YN
Yes/No DialogModule™
Is caller receiving SSI? (Correct answer is no)

Entering from
1038-IntroQual-Msg

Prompts
Message Number

Type

Name

Wording

10501

Initial

1050-GLB-GetSSI-Prompt-Initial

Are you receiving S S I, also known as
Supplemental Security Income payments?

10502

first retry

1050-GLB-GetSSI-Prompt-Retry1

[Global Default] If you’re receiving S S I
payments, say Yes. Otherwise say No.

10503

second
retry

1050-GLB-GetSSI-Prompt-Retry2

[Global Default] If you’re receiving S S I
payments press one. Otherwise, press two.

10504

first
timeout

1050-GLB-GetSSI-Prompt-Timeout1

I’m sorry, I didn’t hear anything. If you’re
receiving S S I payments, say Yes or press 1.
Otherwise say No or press 2. If you’re not sure,
say Question or press the star key.

10505

second
timeout

1050-GLB-GetSSI-Prompt-Timeout2

I’m sorry, I still didn’t hear anything. If you’re
receiving S S I payments, say Yes or press 1.
Otherwise say No or press 2. If you’re not sure,
say Question or press the star key. [pause 4 sec]
If you need assistance, say Agent or press zero.

10506

Help –
play all of
these

1050-GLB-GetSSI-Prompt-Help1

500

silence_500

[500 ms silence]

10507

1050-GLB-GetSSI-Prompt-Help2

[slowly] If you’re receiving supplemental security
income payments, you cannot use this
automated system to change your address or
phone number. If this is the case for you, please
say Agent or press zero.

500

silence_500

[500 ms silence]

10508

1050-GLB-GetSSI-Prompt-Help3

So please let me ask you again: Are you
receiving S S I, also known as supplemental
security income payments? Yes or no.

User Interface Specification

SSA_COA-DD_Global_2.34.2

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Option

Vocabulary

1050-GLB-GetSSI-Option-yes

yes

DTMF

Action

Confirm.

Go to: 1120-CantUse-Msg

Never

Go to: 1040-GetBeneNow-YN

Never

[yes] I receive SSI
[yes] I get S S I
SSI
1050-GLB-GetSSI-Option-no

Confirmation prompts
Option / Name

Wording

no confirmations for Yes / No

DialogModule parameters
Parameter

Value

1050-GLB-GetSSI-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

low confidence threshold

.400

Event logging
Developer notes
Use the standard Yes/No DM and its associated grammar (variations on yes and no). Play all three help prompts if caller says
Question.
Avoid double parsing – remove duplicate grammars or duplicate vocabulary.

1060-LiveInUS-YN
Yes/No DialogModule™
Ask if caller lives in U.S.

Entering from
1040-GetBeneNow-YN

Prompts
Message Number

Type

Name

Wording

10601

first timeout

1060-GLB-LiveInUS-PromptInitial

Are you currently residing in a state or territory of
the United States? Yes or no.

second
timeout
Help – play
all of these
10602

first retry

1060-GLB-LiveInUS-PromptRetry1

[Global Default] If you’re currently living in a state
or territory of the United States, say Yes. If you’re
living somewhere else, say No.

10603

second retry

1060-GLB-LiveInUS-PromptRetry2

[Global Default] If you’re currently living in a state
or territory of the United States, press one.
Otherwise, press two.

10604

first timeout

1060-GLB-LiveInUS-PromptTimeout1

I’m sorry, I didn’t hear anything. If you’re currently
living in a state or territory of the United States,
say Yes or press one. If you’re living somewhere
else, say No or press two. If you’re not sure, say
Question or press the star key.

User Interface Specification

SSA_COA-DD_Global_2.34.2

July 31, 2009

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10605

second
timeout

1060-GLB-LiveInUS-PromptTimeout2

I’m sorry, I still didn’t hear anything. If you’re
currently living in a state or territory of the United
States, say Yes or press one. If you’re living
somewhere else, say No or press two. If you’re
not sure, say Question or press the star key.
[pause 4 sec] If you need assistance, say Agent
or press zero.

10606

Help – play
all of these

1060-GLB-LiveInUS-PromptHelp1

500

silence_500

[500 ms silence]

10607

1060-GLB-LiveInUS-PromptHelp2

[slowly] I only need a Yes or No answer at this
point. You don’t need to tell me which state or
territory you live in - I’ll ask you about that later if
we change your address. If you do live in one of
the states or territories of the United States, just
say Yes or press one. If you live somewhere else,
please say No or press two. [2 sec pause] If you
still aren’t sure and want to hear a list of the
territories, just hang on and I’ll list them for you. [4
sec pause] The current and former territories of
the United States are:

500

silence_500

[500 ms silence]

10608

1060-GLB-LiveInUS-PromptHelp3

American Samoa, Federated States Of
Micronesia, Guam , Marshall Islands, Northern
Mariana Islands, Palau, Puerto Rico, and Virgin
Islands.

10609

silence_1000

[1 sec silence]

1060-GLB-LiveInUS-PromptHelp4

So please let me ask again: Are you currently
residing in a state or territory of the United States?
Yes or no.

1060-GLB-LiveInUS-PromptSuccessYes

Alright, ...

10610

Success Yes

Option

Vocabulary

1060-GLB-LiveInUS-Option-yes

Yes

1060-GLB-LiveInUS-Option-no

DTMF

Action

Confirm.

play SuccessYes prompt

If necessary

State

Go to:

Territory

1070-OwnBene-VM

[no success prompt for No]

If necessary

If Direct Deposit go to: 1065_MI 53 Host
Transaction
else go to: 1120-CantUse-Msg

Confirmation prompts
Option / Name

Wording

no confirmations for Yes / No

DialogModule parameters
Parameter

Value

1060-GLB-LiveInUS-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

User Interface Specification

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Event logging
Developer notes
Use the standard Yes/No DM and its associated grammar (variations on yes and no). Play all help prompts if caller says Question.

1065_MI 53 Host Transaction
Database Query
Message to host for MI = 53 is to be used if caller enters this state.

Entering from
1060-LiveInUS-YN

Condition

Action
Go to: 1120-CantUse-Msg

Event logging

1070-OwnBene-VM
Yes/No DialogModule™
Ask caller to confirm they’re changing their own account.

Entering from
1060-LiveInUS-YN

Prompts
Message Number

Type / Name

Wording

10701

1070-GLB-OwnBenePrompt-Initial

Is the change you’re calling about for your OWN benefit or payment? Yes or no.

10702

1070-GLB-OwnBenePrompt-Retry1

[Global Default] If you’re calling about your own benefit or payment, say Yes. If
you’re calling about someone else’s benefit, say No.

10703

1070-GLB-OwnBenePrompt-Retry2

[Global Default] If you’re calling about your own benefit or payment, press one.
Otherwise, press two.

10704

1070-GLB-OwnBenePrompt-Timeout1

I’m sorry, I didn’t hear anything. If you’re calling about your own benefit or
payment, say Yes or press one. If you’re calling about someone else’s benefit,
say No or press two. If you’re not sure, say Question or press the star key.

10705

1070-GLB-OwnBenePrompt-Timeout2

I’m sorry, I still didn’t hear anything. If you’re calling about your own benefit or
payment, say Yes or press one. If you’re calling about someone else’s benefit,
say No or press two. If you’re not sure, say Question or press the star key.
[pause 4 sec] If you need assistance, say Agent or press zero.

1070-GLB-OwnBenePrompt-Help1

[slowly] OK, I’ll try to help with more explanation. You can use this automated
service to change your address or phone number with Social Security only if
you meet certain conditions. One of those conditions is that can make changes
only for your own account. You cannot make changes for someone else’s
account even if they asked you to do it. Social Security privacy regulations don’t
allow us to do that with this automated system.

500

silence_500

[500 ms silence]

10707

1070-GLB-OwnBenePrompt-Help2

[slowly] If you ARE calling on behalf of someone else, you should say Agent or
press zero for assistance. [2 sec pause] So please let me ask again: Is the
change you’re calling about for your OWN benefit or payment? Please say Yes
or No.

10706

Help
— play
all of
these

User Interface Specification

SSA_COA-DD_Global_2.34.2

July 31, 2009

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Change of Address / Direct Deposit

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DTMF

Option

Vocabulary

Action

Confirm.

1070-GLB-OwnBene-Option-yes

yes

Go to: 1080-COAorDD-Check

If necessary

1070-GLB-OwnBene-Option-no

Go to: 1120-CantUse-Msg

If necessary

Confirmation prompts
Option / Name

Wording

no confirmations for Yes / No

DialogModule parameters
Parameter

Value

1070-GLB-OwnBene-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Event logging
Developer notes
Use the standard Yes/No DM and its associated grammar (variations on yes and no).

1080-COAorDD-Check
Branch on Condition
Up to here, other than the initial greeting, everything was the same for both COA and DD. Now we split and do different
things.

Entering from
1070-OwnBene-VM

Req ID

Condition

Action

1080-GLB-COAorDD-Condition-COA

IF doing COA

Go to: 1090-KnowZip-VM

1080-GLB-COAorDD-Condition-DD

Else doing DD

Go to: 1100-KnowBank-VM

Event logging

1090-KnowZip-VM
Yes/No DialogModule™
Ask caller if they have their new zip code and / or new phone number handy.

Entering from
1080-COAorDD-Check

Prompts
Message Number

Type / Name

Wording

10901

1090-GLB-KnowZip-Prompt-Initial

To change your address, you’ll need to know your new
five-digit zip code. To change your phone number, you’ll
need to know your new ten-digit phone number including
area code. Do you have the numbers you’ll need with you
now? Yes or no.

10902

1090-GLB-KnowZip-Prompt-Retry1

[Global Default] If you have your new zip code or new
phone number with you right now, say Yes. If you don’t
have them, say No.

User Interface Specification

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10903

1090-GLB-KnowZip-Prompt-Retry2

[Global Default] If you have your new zip code or new
phone number with you right now, press one. Otherwise,
press two.

10904

1090-GLB-KnowZip-PromptTimeout1

I’m sorry, I didn’t hear anything. If you have your new zip
code or new phone number with you right now, say Yes
or press one. If you don’t have them, say No or press two.
If you’re not sure, say Question or press the star key.

10905

1090-GLB-KnowZip-PromptTimeout2

I’m sorry, I still didn’t hear anything. If you have your new
zip code or new phone number with you right now, say
Yes or press one. If you don’t have them, say No or press
two. If you’re not sure, say Question or press the star
key.

1090-GLB-KnowZip-Prompt-Help1

[slowly] OK, I’ll try to help with more explanation. To
change your address with this automated system, I need
to know your new zip code. To change your phone
number, you’ll need to tell me the new one with area
code. If you don’t have these numbers available, you can
always call back later when you do have them.

20000

silence_2000

[2 sec silence]

10907

1090-GLB-KnowZip-Prompt-Help2

So please let me ask you again: Do you have your new
zip code or new phone number with you? Yes or no.

10906

Help – play all
of these

DTMF

Option

Vocabulary

Action

Confirm.

1090-GLB-KnowZip-Option-yes

yes

Go to: 1300-PWDorKB-Check

If necessary

1090-GLB-KnowZip-Option-no

Go to: 1110-CantProceed-VM

If necessary

Note: remove agent synonyms from global
grammar for this DM.

Confirmation prompts
Option / Name

Wording

no confirmations for Yes / No

DialogModule parameters
Parameter

Value

1090-GLB-KnowZip-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

15,000 ms  Note increased value

allowing_barge_in

True

Event logging
Developer notes
Use the standard Yes/No DM and its associated grammar (variations on yes and no).

1100-KnowBank-VM
VoiceMenu DialogModule™
Tell caller they’ll need bank routing and account numbers and ask if they have them.

Entering from
1080-COAorDD-Check

User Interface Specification

SSA_COA-DD_Global_2.34.2

July 31, 2009

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Change of Address / Direct Deposit

Verizon Business-- Confidential

Prompts
Message Number

Type / Name

11040

Initial – play
all of these

Wording
1100-GLB-KnowBankPrompt-Initial1

To set up or change direct deposit of your benefits, you’ll need
to know two numbers that you can get from your personal
check, or from your financial institution. The first is the bank
routing number. [1 sec pause] The second is your personal
account number.

1000

silence_1000

[ 1 sec silence ]

11041

1100-GLB-KnowBankPrompt-Initial2

If you have those numbers now, say I’m Ready. If you’re not
sure, say More Information. If you need a moment to find the
numbers, say Wait A Minute. If you DON’T have the numbers,
say I Don’t Have Them.

11042

first retry

1100-GLB-KnowBankPrompt-Retry1

[Global Default] If you DO have the bank numbers, say “I’m
Ready”, or press one. If not, say “I Don’t Have Them”, or press
two. If you need a moment to find them, say “Wait A Minute”,
or press three. If you’re not sure whether you have the
numbers, say “More Information”, or press the star key. If you
no longer want to set up or change direct deposit, say “Main
Menu” or press 9.

11043

second retry

1100-GLB-KnowBankPrompt-Retry2

11044

first timeout

1100-GLB-KnowBankPrompt-Timeout1

I’m sorry, I didn’t hear anything. If you DO have the bank
numbers, say I’m Ready, or press one. If not, say I Don’t Have
Them, or press two. If you need a moment to find them, say
Wait A Minute, or press three. If you’re not sure whether you
have the numbers, say More Information, or press the star key.
Or, if you’d like to do something else, say Main Menu or press
9.

11045

second
timeout

1100-GLB-KnowBankPrompt-Timeout2

I’m sorry, I still didn’t hear anything. If you DO have the bank
numbers, say I’m Ready, or press one. If not, say I Don’t Have
Them, or press two. If you need a moment to find them, say
Wait A Minute, or press three. If you’re not sure whether you
have the numbers, say More Information, or press the star key.
If you no longer want to set up or change direct deposit, say
Main Menu or press 9. [4 sec pause] If you need assistance,
say Agent or press zero.

third timeout

1100-GLB-KnowBankPrompt-Timeout3

Help – play all
of these

1100-GLB-KnowBankPrompt-Help1

Sure, here’s a bit more information about those numbers. The
bank routing number is exactly nine digits and is printed on the
bottom of each check in between two marks that look like a
vertical bar followed by a colon. It’s usually the left-most
number at the bottom of the check.

500

silence_500

[500 ms silence]

11047

1100-GLB-KnowBankPrompt-Help2

Your account number is some number of digits ending with a
symbol that looks like two vertical bars followed by a square
dot. Don’t confuse your ACCOUNT number with your CHECK
number that is both at the bottom and at the top right of your
check.

500

silence_500

[500 ms silence]

11046

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11048

1100-GLB-KnowBankPrompt-Help3

If you don’t have these numbers, you’ll need to get them from
your financial institution before we can set up or change direct
deposit. If you DO have the numbers now, say I’m Ready. If
you need a moment to find the numbers, say Wait A Minute. If
you DON’T have the numbers, say I Don’t Have Them.

20000

silence_2000

[2 sec silence]

11049

1100-GLB-KnowBankPrompt-Help4

If you want to call again later, just hang up. If you no longer
want to set up or change direct deposit, say Main Menu. To
hear this information again, say More Information.

Option

Vocabulary

1100-GLB-KnowBank-Option-Have

[I’m] ready

DTMF

Action

Confirm.

Go to: 1300-PWDorKB-Check

If necessary

yes
I have it
1100-GLB-KnowBank-Option-DontHave

[I] don’t have
[them | the
numbers]

Go to: 1110-CantProceed-VM

Always

1100-GLB-KnowBank-OptionWaitAMinute

wait a minute

Go to: 1105-SayReady-VM

Never

Confirmation prompts
Message Number

Option / Name

Wording

11050

1100-GLB-KnowBankConfPromptHaveThem

[I think you said] that you have the numbers. [Is that correct?]

11051

1100-GLB-KnowBankConfPrompt-DontHave

[I think you said] that you DON’T have the numbers so you’ll need to call back
later. [Is that correct?]

DialogModule parameters
Parameter

Value

1100-GLB-KnowBank-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

20,000 ms  Note increased value

allowing_barge_in

True

collection_maxnoinputs

Event logging
Developer notes
Note the extra long timeout value in case caller needs to fumble around to find the numbers. Also the number of timeouts allowed is
increased. And if that isn’t enough, there’s also a Wait A Minute feature.
set SWI_scoreDelta to +200 to increase bias towards utterance, -200 to decrease (down-weight) bias towards utterance in grammar
e.g. AGENT=‘agent’; SWI_scoreDelta=-200agent
Add one-step correction to confirmation grammar for this DM “no, I have (them | the numbers)” Route the same as “I’m ready”.

1105-SayReady-VM
VoiceMenu DialogModule™
Caller asked to wait.

Entering from
1100-KnowBank-VM

User Interface Specification
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Verizon Business-- Confidential

Prompts
Message Number

Type / Name

Wording

11052

1105-DD-SayReadyPrompt-Initial

OK, I’ll wait a bit. When you’re ready, say I’m Ready or press one on your
keypad.

11053

1105-DD-SayReadyPrompt-Retry1

[Global Default] Are you ready now?

11054

1105-DD-SayReadyPrompt-Retry2

[Global Default] If you’re ready now, say I’m Ready or press one, otherwise
say Wait A Minute or press two. [4 sec pause] If you need assistance, say
Agent or press zero.

11055

1105-DD-SayReadyPrompt-Timeout1

When you’re ready, say I’m Ready or press one on your keypad.

11055

1105-DD-SayReadyPrompt-Timeout2 and 3
and 4

11056

1105-DD-SayReadyPrompt-Help

I’m waiting for you to find the bank numbers you’ll need to set up direct
deposit. When you have them, say I’m Ready. Otherwise say Wait A Minute.
[1 sec pause] If you can’t find the numbers, just hang up now and call back
when you find them. [4 sec pause] If you need assistance, say Agent or
press zero.

Option

Vocabulary

1105-DD-SayReady-Option-Ready

[yes] I’m ready

DTMF

Action

Confirm.

Go to: 1300-PWDorKB-Check

If necessary

re-enter this DM, replaying the Initial prompt

If necessary

Go to: 1100-KnowBank-VM

If necessary

I have the
numbers
yes
hello
OK
I got it
1105-DD-SayReady-Option-NotReady

wait a minute
no

1105-DD-SayReady-Option-Repeat

repeat
repeat the
question

Confirmation prompts
Message Number

Option / Name

Wording

1105-DD-SayReadyConfPrompt-Ready

[I think you said] that you’re ready with the bank numbers. [Is that correct?]

11058

1105-DD-SayReadyConfPrompt-NotReady

[I think you said] that you need more time. [Is that correct?]

11059

1105-DD-SayReadyConfPrompt-Repeat

[I think you said] you’d like to hear the question again. [Is that correct?]

11057

DialogModule parameters
Parameter

Value

1105-DD-SayReady-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

20,000 ms  Note large value

allowing_barge_in

True

collection_maxnoinputs

4  Note increased value for number of timeouts

barge-in sensitivity

0.9

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Verizon Business-- Confidential

Event logging
Developer notes
Be sure sensitivity parameter is set as indicated.

1110-CantProceed-VM
VoiceMenu DialogModule™
The caller said they don’t have the required numbers (zip or bank info), so tell them we can’t proceed and offer the
usual options. Note this is different from not being qualified to use the application. The caller is allowed to use the
application, but just doesn’t have the required numbers handy.

Entering from
1090-KnowZip-VM, 1100-KnowBank-VM

Prompts
Message Number

Name

Wording

11101

Type

1110-GLB-CantProceed-Prompt-Initial1

I’m afraid we can’t proceed without those
numbers. Please call back as soon as you have
them and I’ll be glad to help you with these
changes.

1000

silence_1000

[1 sec silence]

11102

1110-GLB-CantProceed-Prompt-Initial2

If you’d like to do something else, you can say
Main Menu. Otherwise just hang up.

11103

1110-GLB-CantProceed-Prompt-Retry1

[Global Default] Please say Main Menu or
press nine, or just hang up.

11104

1110-GLB-CantProceed-Prompt-Retry2

[Global Default] Please say Main Menu or
press nine, or just hang up.

11105

1110-GLB-CantProceed-PromptTimeout1

I’m sorry, I didn’t hear anything. Please say
Main Menu or press nine, or just hang up.

11105

1110-GLB-CantProceed-PromptTimeout2

I’m sorry, I didn’t hear anything. Please say
Main Menu or press nine, or just hang up.

11101

1110-GLB-CantProceed-Prompt-Help1

I’m afraid we can’t proceed without those
numbers. Please call back as soon as you have
them and I’ll be glad to help you with these
changes.

11102

1110-GLB-CantProceed-Prompt-Help2

If you’d like to do something else, you can say
Main Menu. Otherwise just hang up.

Option

Vocabulary

Action

Confirm.

1110-GLB-CantProceed-Option-Ready

same grammar
as 1105-DDSayReadyOption-Ready

DTMF
1

Go to: 1300-PWDorKB-Check

If necessary

1110-GLB-CantProceed-Option-Goodbye

thank you

—

hang up

Never

goodbye
OK
Note: Be sure that global grammars for
"main menu" and "question" are active.

User Interface Specification
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Verizon Business-- Confidential

Confirmation prompts
Message Number

Option / Name

Wording

11107

1110-GLBCantProceedConfPrompt-Ready

[I think you said] that you’re ready with the numbers. [Is that correct?]

DialogModule parameters
Parameter

Value

1110-GLB-CantProceed-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Event logging
Developer notes

1120-CantUse-Msg
Play Prompt
The caller has given a disqualifying response to a screening question so they aren’t allowed to use this application, but
an agent may be able to help.

Entering from
1050-GetSSI-YN, 1060-LiveInUS-YN,
1070-OwnBene-VM.1065_MI 53 Host Transaction

Prompts
Message Number

Name

Wording

11200

1120-GLB-CantUsePrompt-Initial1

Based on that information, you won’t be able to use this automated
system, but we’d still like to help if we can.

Condition

Action

1120-GLB-IntroQual-Condition-Always

NeedAssistanceWith = ValidationFailure
Go to: 2100-AfterHours-Check

Event logging
Developer notes
No barge-in

1130_CantDoThat_DM
CustomContext DialogModule™
The caller has given a disqualifying response to a screening question, so they can’t perform the function at all, even
using an agent.

Entering from
1040-GetBeneNow-YN

User Interface Specification
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Change of Address / Direct Deposit

Verizon Business-- Confidential

Prompts
Message Number

Type

Name

Wording

11301

Initial

1130-GLB-CantDoThat-PromptInitial1

Based on that information, you cannot
perform this function even with the help of an
agent. To perform this function, you must be
RECEIVING benefit payments. For further
details, and some tips on what you CAN do,
say More Information. [ 2 sec pause] If
there’s something else you need to do with
Social Security, or if you want to try again,
you can say Main Menu. If you’re done, just
hang up.

11302

Retry 1

1130-GLB-CantDoThat-PromptRetry1

[Global Default] Please say Main Menu, or
just hang up.

11303

Timeout 1

1130-GLB-CantDoThat-PromptTimeout1

I’m sorry, I didn’t hear anything. Please say
Main Menu, or just hang up.

Option

Vocabulary

DTMF

Action

Confirm.

disable all global grammars for this DM
main menu

main menu

Go to 2212-ThanksBeforeReturn-Msg

If necessary

Go to 1140_HelpForCantDoThat_DM

Never

menu
more info

more information

Confirmation prompts
Option

Name

main menu

gl_conf_mainmenu

Wording
[I think you said] you want to return to the Main Menu. [Is that correct?]

DialogModule parameters
Parameter

Value

incompletetimeout

1,000 ms

timeout

7,000 ms

bargein

True

maxnomatches

maxnoinputs

Event logging
Developer notes

1140_HelpForCantDoThat_DM
CustomContext DialogModule™
Entering from
1130_CantDoThat_DM

User Interface Specification
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Prompts
Message Number

Type

Name

Wording

11402

Initial

1140-GLB-HelpForCantDoThatPrompt-Initial1

I’ll try to explain it more. The function you
requested, either change of address or setup of
direct deposit, can be performed only by people
who are currently receiving Social Security
retirement, disability, or survivor benefit payments.
If you don’t meet this requirement, our agents
can’t help you with these functions either,
because Social Security doesn’t maintain address
information for you in our files. If you’ve APPLIED
to receive benefits and need to change your
address, say Agent now and the agent will refer
you to the office that has your pending claim. If
you are neither receiving benefits nor have
applied for benefits, but still need to change the
address to which we send Social Security
statements, you’ll have to do that through 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 1800-829-3676. [2 sec pause] If there’s something
else you need to do with Social Security, you can
say Main Menu. If you’re done, just hang up. To
hear this message again, say More Information.

11403

Retry 1

1130-GLB-CantDoThat-PromptRetry1

[Global Default] Please say Main Menu, or just
hang up.

11404

Timeout 1

1130-GLB-CantDoThat-PromptTimeout1

I’m sorry, I didn’t hear anything. Please say Main
Menu, or just hang up.

Option

Vocabulary

DTMF

Action

Confirm.

disable all global grammars for this DM
main menu

main menu

Go to 2212-ThanksBeforeReturn-Msg

If necessary

re-enter this DM

never

Set NeedAssistanceWith = UserRequestAgent

If necessary

menu
more info

File Type	application/pdf
File Title	SSA COADD UIspec KBA
Author	Williams, Russia
File Modified	2012-07-20
File Created	2012-07-20