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

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	4.15.4
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Document History

Date	Spec	App	Summary of Changes	Revised by
12/20/04	1.0	1.0	Initial version.	Paul Sawyer
01/06/05	1.1	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.	Paul Sawyer
02/18/05	1.2	1.0	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.	Paul Sawyer
03/04/05	1.3	1.0	Revised Requirement IDs in 5020, 5100, 5130, 5220, 5260, 5900, 1005, 1010, 1020, 1030, 1040, 1050, 1060, 1070, 1090, 1300, 1400	Steven Ligi
03/09/05	2.0	1.0	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.	Paul Sawyer
04/11/05	2.1	1.0	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.	Paul Sawyer
04/22/05	2.2	1.0	Changes following review. 1. Show increased timeout value in 1030 (as in 1010) 2. Remove extra space between letters in 1040 spelling.	Paul Sawyer
05/02/05	2.3	1.0	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.	Paul Sawyer
05/06/05	2.4	1.0	1. Fix prompt text that changed during recording. 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.	Paul Sawyer
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). 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.	Paul Sawyer
08/12/2005	2.6	1.0	Changes (Paul Sawyer): 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. Changes following the tuning report recommendations (Nadine Ozkan): 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.	Paul Sawyer & Nadine Ozkan
08/18/2005	2.7	1.0	Changes highlighted in yellow (highlights from previous version have been removed) Changes to the Name OSMD specs: 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-Prompt-initialprompt3-maiden: Minor prompt change.	Nadine Ozkan
10/22/05	2.8	1.0	Changes following tuning 2. 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-and-spell in 1005 and 1020. The grammar for the Name OSDM does not include “spelled”.	Paul Sawyer
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. 2. Simplified 5020 Confirmation Retry and Confirmation Timeout prompts to use what can be implemented: I think you said <SSN>. Is that correct?” 3. Edit prompt text of 5900-KBA-Dmfailure-Prompt1 to match what was recorded.	Paul Sawyer
2 Feb 06	2.10	1.0	Changes following Tuning 3: 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.	Paul Sawyer
5 Feb 06	2.11	1.0	Add support for blocked accounts. Affects 5230, and adds 5270. Remove restriction in 5130 on date of birth.	Paul Sawyer
15 Feb 06	2.12	1.0	Changes following discussions and reviews: (previous revision marking left in place for SSA and CPT review): 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.	Paul Sawyer
21 Aug 06	2.13	1.0	Changes as a result of Tuning 4. 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.	Paul Sawyer
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 Removed “Please” from 50333 - 1030-SpellFirstName-VM Added “Please say Yes or No” - 1040 ConfirmName Help Prompt Moved “Now” - 50208 (5020-KBA-GetSSNumber-ConfPrompt-SSN2)	Carol Cummings VZB
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	2.21	1.0	Updated 1090 to resolve prompting issue for callers who have not spelled their first or last name yet.	Sean Stallings VZB
15 Oct 07	2.22	1.0	Added [Global Default] note to all retry 1 and 2 prompts (except for name capture)	Sean Stallings VZB
17 Oct 07	2.23	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 Added counter increment reporting to module notes for DM 5020, 5130, 5200, 5210, 1005, 1010, 1020, 1030, 1070, 1090	Sean Stallings VZB
26 Feb 08	2.26	1.0	Added DM 4999 Corrected Pathing for Name Collection Process Added DM 900	Sean Stallings VZB
27 Feb 08	2.27	1.0	Removed Name Collection DM’s (900-1400) Added Name capture prompting/format from 1099	Sean Stallings VZB
28 Feb 08	2.28	1.0	Updated DM’s 5035, 5045, 5090, 5140, changed confirmation from “if necessary” to ALWAYS.	Sean Stallings VZB
04 March 08	2.29	1.0	Added Privacy section the Global Behavior chapter	Sean Stallings 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 Updated 5005, 5030, 5040, 5090, 5120, 5135, 5190, 5205; Corrected reporting information for “if else” conditions.	Sean Stallings VZB
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	2.33	1.0	Clarified wording for 4999 Check Null Condition Removed module 5025	Sean Stallings VZB
11 Apr 08	2.34	1.0	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. Prompt 50306 has been corrected. Module 5190 has been updated, added module note stating that DTMF 9 is disabled for this module.	Sean Stallings VZB
1 May 08	2.35	1.0	Added reporting string to modules 5020, 5035, 5045, 5100, 5110, 5130, 5140, 5200. 5210.	Sean Stallings VZB
12 May, 2008	2.36	1.0	Added reference to Reverse ANI lookup, per SARA, part 3. 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	Peter Modesto Nuance
12 May, 2008	2.37	1.0	Corrections from internal review: broken links, etc.	PM
14 May 2008	2.38	1.0	Added “avoidsamemistake” to Global descriptions, 2.3 Adjusted reporting tag in DM 5003 Reverse ANI Lookup	Kim Rothlis VZB
15 May 2008	2.38	1.0	Made minor grammatical error updates and adjusted the reporting triggers to have 4 digits (i.e. 0000 = success)	Becky Stallings, VzB
29 May 2008	2.39	1.0	Note how we will handle multiple first names and initials in first name collection using reverse ANI lookup (DM 5003).	Peter Modesto, Nuance
30 May 2008	2.40	1.0	Added additional rules in handling of name collection using Reverse ANI Lookup (DM 5003)	Kim Rothlis VzB
2 June 2008	2.41	1.0	Clarification provided to handling of last name collection using Reverse ANI Look up (DM 5003)	Kim Rothlis VzB
24 June 08	2.42	1.0	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 VZB
11 July 2008	2.43	1.0	Updated module 4999, added in correct routing for ‘If TVDC Items to collect= 0” condition, now routes to module 5003. Moved Reverse ANI Look up module, it is now located just before the Social Security Check Condition module.	Sean Stallings VZB
23 July 2008	2.44	1.0	Updated Module 5003, added new field ‘reporting’. Re-inserted module notes erroneously removed in 2.42	Sean Stallings VZB
04 September 2008	4.0	1.0	BBN Findings Effort 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	Sean Stallings VZB
19 September 2008	4.01	1.0	Merged KBA_v3.04_TNRS and KBA_4 UI’s. Updated module 4999, added in correct routing for ‘If TVDC Items to collect= 0” condition, now routes to module 5003. 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	Sean Stallings VZB
22 September 2008	4.02	1.0	Updated Module 5045B, corrected typo in ReqID field for the confirmation apology prompt.	Sean Stallings VZB
30 September 2008	4.03	1.0	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 VZB
1 October 2008	4.04	1.0	Updated module 5045A, added more explanation in module description, corrected typo’s in timeout 1 and 2 message names. 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.	Sean Stallings VZB
7 October 2008	4.05	1.0	Updated module 5110A, ‘Confirmation’ section ‘Action’ field now shows to play confirmation apology prompt on ‘no’ – this resolves ticket 22422.	Sean Stallings VZB
21 October 2008	4.06	1.0	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. 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. 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.	Sean Stallings VZB
29 October 2008	4.07	1.0	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. Renamed ‘option’ column as ‘REQID’ in all modules that did not already have a REQID column. Removed ‘option’ column from modules that had both	Sean Stallings VZB
4 November 2008	4.08	1.0	Updated module 5115, added parameters for reporting associated app ID.	Sean Stallings VZB
7 November 2008	4.09	1.0	Updated modules 5035A, 5035B, 5045A, 5045B, 5110A, 5110B. Corrected REQID columns to show the current requirement ID’s being used by SSA.	Sean Stallings VZB
1 December 2008	4.10	1.0	COADD/BEVE-MRC Tuning 2 Effort-Recommendations From Nuance 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.	Sean Stallings VZB
2 February 2009	4.11	1.0	Updated Header	Sean Stallings VZB
9 March 2009	4.12	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 VZB
28 April 2009	4.14	1.0	Updated section 2.2 Timeouts and Retries. Added prompting for timeout global default.	Sean Stallings VZB
21 May 2009	4.15	1.0	Added Chapter 3: Global Commands and Global Prompts, detailing global command exceptions for this application. Updated module 4999, corrected entry for ‘entering from’ field, now reads COA-DD Global. Updated modules 5045A and 5045B, corrected reporting tags for these modules.	Sean Stallings VZB
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 Added DM 5001_Attestation Flag Check and DM 5002 AttestationYN between modules 5000-Need2Ask-Msg and 5003-Reverse ANI Lookup. Updated modules 5000 and 5003 with correct routing/hyperlinks.	Kim Rothlis VzB
01 Apr 2010	4.15.3	1.0	SARA3 DD-COA Module Change Request (OMB Attestation Change – additional requirements) Updated the verbiage for message #’s 50001, 50002, and 50003 in DM 5000-Need2Ask-Msg	Becky Stallings, VzB
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.	Kim Rothlis VzB

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 24

5035B-GetFirstName Spell Only 26

5040-Last Name Check Condition 28

5045A-GetLastName Say and Spell 28

5045B-GetLastName Spell Only 31

5050-Name-ExitFailure-Msg 33

5090-AltName Check Condition 33

5100-CheckForAltName-YN 34

5110A-GetAltName Say and Spell 35

5110B-GetAltName Spell Only 37

5115-PostSSN-DB 40

5120-DOB Check Condition 41

5130-GetDOB-Date 41

5135-Mother’sMaiden Check Condition 43

5140- GetMother’sMaiden 44

5150-NoName-Msg 47

5190-WhereBorn Check Condition 47

5200-WhereBorn-VM 47

5205-LastPmt Check Condition 50

5210-LastPmt-VM 50

5215-CantProceed-Msg 52

5220-CheckingNow-Msg 52

5230-QueryKB-DB 52

5250-SaySuccess-Msg 53

5260-SayFailure-Msg 53

5270-AccountBlocked-Msg 54

5900-DMfailure-Msg 54

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)

Chapter 2: Global Behavior

2.1Privacy

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.

2.2Timeouts and Retries

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

Message Number 00110	retry 1	upon rejection of speech	apology_re1	I'm sorry, I didn't understand you.
Message Number 00111		upon confirmation	apology_re1_	My mistake.
Message Number 00112	retry 2	upon rejection of speech	apology_re2	I'm sorry, I still didn't understand you.
Message Number 00113		upon confirmation	apology_re2_	My mistake again.
Message Number 00132	Timeout 1	upon no input	apology_re1	I’m sorry, I didn’t hear anything.
Message Number 00111		upon confirmation	apology_re1_	My mistake.
Message Number 00133	Timeout 2	upon no input	apology_re2	I’m sorry, I still didn’t hear anything.
Message Number 00113		upon confirmation	apology_re2_	My mistake again.
	excess retries		[…]	<timeout / retry prompt(s) specified in DialogModule table>

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.

2.3Avoid Same Mistake

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

 

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”. 

Chapter 3: Global Commands and Global Prompts

3.1Global 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.

Chapter 4: Detailed Dialog Specification

4.1Call-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		Condition	Wording
5000-KBA-Need2Ask-Prompt-LC-1	50001		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.
5000-KBA-Need2Ask-Prompt-LC-2	50002		else	Before I can make any changes, I'll need to ask you …
				speak item counter[2-8]
5000-KBA-Need2Ask-Prompt-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

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		Condition	Wording						Barge-in
55010		5002-KBA-AttestationYN-Initial 1			Social Security is allowed to collect this information under the Social Security Act. This information collection meets the requirements of the Paperwork Reduction Act under O.M.B. number zero, nine, six, zero, zero, five, nine, six. We estimate that it will take about 10 minutes to listen to the instructions, gather the facts, and answer the questions. Please note that any person who makes a false representation in an effort to alter or obtain information from the Social Security Administration may be punished by a fine or imprisonment, or both.						NO
55011		5002-KBA-AttestationYN-Initial 2			Do you understand and agree to these terms?						Yes
55012		5002-KBA-AttestationYN-Retry1			[ Global Default] Do you understand and agree to these terms? Please say YES or NO.						Yes
55013		5002-KBA-AttestationYN-Retry2			[ Global Default] Any person who makes a false representation in an effort to alter or obtain information from the Social Security Administration may be punished by a fine or imprisonment, or both.  If you understand and agree to these terms, press one. Otherwise press two						Yes
55014		5002-KBA-AttestationYN-Timeout1			Sorry, I didn’t hear anything. Do you understand and agree to these terms? Please say YES or NO.						Yes
55015		5002-KBA-AttestationYN-Timeout2			I’m sorry, but I still didn’t hear anything. Any person who makes a false representation in an effort to alter or obtain information from the Social Security Administration may be punished by a fine or imprisonment, or both. Do you understand and agree with these terms? You can say YES or press 1; or NO or press 2.						Yes
55016		5002-KBA-AttestationYN-Help			Before we can continue, I need to know that you understand and agree with the following warning. Any person who makes a false representation in an effort to alter or obtain information from the Social Security Administration may be punished by a fine or imprisonment, or both. Do you understand and agree to these terms? You can say YES or press 1, or NO or press 2.						Yes
00120		5002-KBA-AttestationYN-Success1		Caller says Yes	Alright.						N/A
12101		5002-KBA-AttestationYN-Success2		Caller says No or max retry/timeout	Thank you for calling Social Security. Goodbye.						N/A
REQID				Vocabulary		DTMF	Action			Confirm.
5002-KBA-AttestationYN-Option-Yes				Yes and usual synonyms (including “[Yes] I do”)		1	Play 5002_AttestationYN-Prompt-Success-1 Set Attestation Flag to 1 Go to: 5003-Reverse ANI Look up			Never
5002-KBA-AttestationYN-Option-No				No and usual synonyms		2	Play 5002_AttestationYN-Prompt-Success-2 And then hang up			Never
Reporting
Record = U-	RECL		-DM_5002-(Call Duration at start),T-RECL-					0000 = Success	-Call duration at process end
								0001 = Error
								0002 = Max No Input
								0003 = Max No Match
								0200 = Caller Hang Up
Developer notes

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
DB Return Value			Action
Status Code = 00			Write 0000 to reporting trigger, Go to: Condition Check
Status Code = 08			Write 0503 to reporting trigger, Go to: Condition DB failure
Status Code = 09			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 Set Caller-Last-Name to NULL Go to: 5005-Social Security Check Condition
5003-KBA-Reverse ANI Look Up-Condition-Match and Confidential	If match and Name confidential			Set Caller-First-name to NULL Set Caller-Last-Name to NULL Go to: 5005-Social Security Check Condition
5003-KBA-Reverse ANI Look Up-Condition-Other	Else			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.

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-Condition-else	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.

Option

Vocabulary

DTMF

Action

Confirm.

5020-KBA-GetSSNumber-Option-SSN

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

<SSN>

<no action here – confirm it>

Always

Confirmation prompts

Message Number

REQID

Wording

Result

50207

5020-KBA-GetSSNumber-ConfPrompt-SSN1

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

50208

5020-KBA-GetSSNumber-ConfPrompt-SSN2

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

<SS_Num>

CPR

1 2 3 – 4 5 – 6 7 8 9

50209

5020-KBA-GetSSNumber-ConfPrompt-SSN3

Is that right?

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

00118 <SSN> 00119

5020-KBA-GetSSNumber-ConfPrompt-SSNretry <SSN> 5020-KBA-GetSSNumber-ConfPrompt-SSNtimeout

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

REQID

Vocabulary

Action

Confirm.

5020-KBA-GetSSNumber-ConfOption-Yes

“Yes [it is]” “[Yes] that's right” “Right” “[That's] correct”

Go to: 5030-GetFirstName Check Condition

Never

5020-KBA-GetSSNumber-ConfOption-No

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

Re-enter Dialog Module per default behavior

Never

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

-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

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 <SS_Num> 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-Condition-null	If First Name = null	Go to: 5035A-GetFirstName Say and Spell
5030-KBA-GetFirstName Check Condition-Condition-else	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

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

Action

Confirm.

5035-A-KBA-GetFirstName Option-FirstName

<first_name>

--

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

ALWAYS

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

< First Name >

50337

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

...spelled:

CPR

< First Name Spelling >

50342

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

Did I get that right?

82054

5035-A-KBA-GetFirstName ConfPrompt-Retry1

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

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-KBA- ConfirmationApology-Prompt Go to: 5115-PostSSN-DB

82055

5035-A-KBA-GetFirstName ConfPrompt-Retry2

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

Retry2 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-KBA- ConfirmationApology-Prompt Go to: 5115-PostSSN-DB

82056

5035-A-KBA-GetFirstName ConfPrompt-Timeout1

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

Timeout1 on Confirmation

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

82057

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

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

50348

5035-A-KBA- ConfirmationApology-Prompt

Sorry about that. Let’s try again.

Apology

00122

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

Thanks

Success

00250

5035-A-KBA-GetFirstName ConfPrompt-InvalidOrTimeout3

[250 ms silence]

Max Timeout OR Max Retry at Confirmation

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™

Caller enters this module AFTER TNRS database transaction.

Entering from

5115-PostSSN-DB

Prerequisite

If SSN Post Flag = 1

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

Prompts

Msg. Number

Req ID

Condition

Wording

82049

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

Action

Confirm.

5035-B-KBA-GetFirstName Option-FirstName

<first_name>

--

Play 5035-B-KBA-GetFirstName Prompt-Success-1 Go to: 5040-Last Name Check Condition

ALWAYS

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 If No: Play 5035-B-KBA-ConfirmationApology-Prompt, re-enter this module.

< First Name >

50337

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

...spelled:

CPR

< First Name Spelling >

50342

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

Did I get that right?

82054

5035-B-KBA-GetFirstName ConfPrompt-Retry1

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

Retry1 on Confirmation

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

82055

5035-B-KBA-GetFirstName ConfPrompt-Retry2

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

Retry2 on Confirmation

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

82056

5035-B-KBA-GetFirstName ConfPrompt-Timeout1

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

Timeout1 on Confirmation

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

82057

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

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

50348

5035-B-KBA-ConfirmationApology-Prompt

Sorry about that. Let’s try again.

Apology

00122

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

Thanks

Success

00250

5035-B-KBA-GetFirstName ConfPrompt-InvalidOrTimeout3

[250 ms silence]

Max Timeout OR Max Retry at Confirmation

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

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

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-Condition-null	If Last Name = null	Go to: 5045A-GetLastName Say and Spell
5040-KBA-Last Name Check Condition-Condition-else	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-KBA-GetLastName Prompt-Initial-1

Initial

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

82059

5045-A GetLastName-Prompt-Timeout1

Time out 1

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

82060

5045-A-GetLastName-Prompt-Timeout2

Time out 2

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

82066

5045-A-KBA-GetLastName Prompt-SayHelp

Help

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

Req ID

Vocabulary

DTMF

Action

Confirm.

5045-A-KBA-GetLastName Option-LastName

<last_name>

--

Play 5045-A-KBA-GetLastName Prompt-Success-1 Go to: 5090-AltName Check Condition

ALWAYS

5045-A-KBA-GetLastName Option-MaxTimeouts

--

--

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

--

Confirmation Prompts

Msg. Number

Req ID

Wording

Result

Action

82175

5045-A-KBA-GetLastName ConfPrompt-LastName-1

Let me read that back. Last name:

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

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

< Last Name >

50337

5045-A-KBA-GetLastName ConfPrompt-LastName-2

...spelled:

CPR

< Last Name Spelling >

50342

5045-A-KBA-GetLastName ConfPrompt-LastName-3

Did I get that right?

82054

5045-A-KBA-GetLastName ConfPrompt-Retry1

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

Retry1 on Confirmation

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

82055

5045-A-KBA-GetLastName ConfPrompt-Retry2

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

Retry2 on Confirmation

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

82056

5045-A-KBA-GetLastName ConfPrompt-Timeout1

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

Timeout1 on Confirmation

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

82057

5045-A-KBA-GetLastName ConfPrompt-Timeout2

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

Timeout2 on Confirmation

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

50394

5045-A-KBA-GetLastName Prompt-Success-1

Got it.

Success

50348

5045-A-KBA- ConfirmationApology-Prompt

Sorry about that. Let’s try again.

Apology

00250

5045-A-KBA-GetLastName ConfPrompt-InvalidOrTimeout3

[250 ms silence]

Max Timeout OR Max Retry at Confirmation

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

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

Prompts

Msg. Number

REQ ID

Condition

Wording

82062

5045-B-KBA-GetLastName Prompt-Respell1

Initial

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

82064

5045-B-KBA-GetLastName Prompt-Respell2

Timeout1/Retry1

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

50322

5045-B-KBA-GetLastName Prompt-Respell3

Timeout2/Retry2

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

82065

5045-B-KBA-GetLastName Prompt-SpellHelp

Help

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

REQ ID

Vocabulary

DTMF

Action

Confirm.

5045-B-KBA-GetLastName Option-LastName

<last_name>

--

Play 5045-B-KBA-GetLastName Prompt-Success-1 Go to: 5090-AltName Check Condition

ALWAYS

5045-B-KBA-GetLastName Option-MaxTimeouts

--

--

Go to: 5050-Name-ExitFailure-Msg

--

5045-B-KBA-GetLastName Option-MaxRetry

--

--

Go to: 5050-Name-ExitFailure-Msg

--

Confirmation Prompts

Msg. Number

REQ ID

Wording

Result

Action

82175

5045-B-KBA-GetLastName ConfPrompt-LastName-1

Let me read that back. Last name:

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

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

< Last Name >

50337

5045-B-KBA-GetLastName ConfPrompt-LastName-2

...spelled:

CPR

< Last Name Spelling >

50342

5045-B-KBA-GetLastName ConfPrompt-LastName-3

Did I get that right?

82054

5045-B-KBA-GetLastName ConfPrompt-Retry1

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

Retry1 on Confirmation

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

82055

5045-B-KBA-GetLastName ConfPrompt-Retry2

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

Retry2 on Confirmation

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

82056

5045-B-KBA-GetLastName ConfPrompt-Timeout1

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

Timeout1 on Confirmation

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

82057

5045-B-KBA-GetLastName ConfPrompt-Timeout2

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

Timeout2 on Confirmation

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

50394

5045-B-KBA-GetLastName Prompt-Success-1

Got it.

Success

50348

5045-B-KBA-GetLastName ConfirmationApology-A Prompt

Sorry about that. Let’s try again.

Apology

00250

5045-B-KBA-GetLastName ConfPrompt-InvalidOrTimeout3

[250 ms silence]

Max Timeout OR Max Retry at Confirmation

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

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-ExitFailure-Prompt-1	I’m sorry I’m having so much trouble.
REQID	Condition		Action
5050-KBA-Name-ExitFailure-Condition-Always	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

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-CheckForAltName-Prompt-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-CheckForAltName-Prompt-Retry1		[Global Default] Would you like me to also check under another last name? Please say YES or NO.
51003	5100-KBA-CheckForAltName-Prompt-Retry2		[Global Default] If you think you might be listed under another last name, press one. Otherwise, press two.
51004	5100-KBA-CheckForAltName-Prompt-Timeout1		I’m sorry, but I didn’t hear anything. Would you like me to also check under another last name? Please say YES or NO.
51005	5100-KBA-CheckForAltName-Prompt-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-CheckForAltName-Prompt-Help		I need to know if you might be listed under an alternate last name. For example you may also have a professional name, or a maiden name, or one from a previous marriage. Would you like me to include another last name with this request? YES or NO.
REQID		Vocabulary		DTMF			Action		Confirm.
5100-KBA-CheckForAltName-Option-Yes		“Yes [please]” “[Yes] I do” “[Yes] I would” “Yeah”		1			Go to: 5110A-GetAltName Say and Spell		Never
5100-KBA-CheckForAltName-Option-No		“No [thanks]” “[No] I don't” “[No] I do not” “[No] I wouldn't” “[No] I would not”		2			AltNameCollected := True Go to: 5120-DOB Check Condition		Never
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

Help

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

REQ ID

Vocabulary

DTMF

Action

Confirm.

5110-A-KBA-GetAltName Option-Altname

<other_last_name>

--

Play 5110-A-KBA-GetAltName Prompt-Success-1 Go To: 5120-DOB Check Condition

ALWAYS

5110-A-KBA-GetAltName Option-MaxTimeouts

--

--

Go to: 5050-Name-ExitFailure-Msg

--

5110-A-KBA-GetAltName Option-MaxRetry

--

--

Play [Global Default] (I’m sorry, I didn’t understand you) Go to: 5115-PostSSN-DB

--

Confirmation Prompts

Msg. Number

REQID

Wording

Result

Action

82175

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

Let me read that back. Last name:

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

If Yes: Play 5110-A-KBA-GetAltName Prompt-Success-1 Then Go to: 5120-DOB Check Condition If No: Play 5110-A-KBA-GetAltName ConfirmationApology-Prompt, Go to: 5115-PostSSN-DB,

< Other Last Name >

50337

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

...spelled:

CPR

< Other Last Name Spelling >,

50342

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

Did I get that right?

82054

5110-A-KBA-GetAltName ConfPrompt-Retry1

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

Retry1 on Confirmation

If Yes: Play 5110-A-KBA-GetAltName Prompt-Success-1 Then Go to: 5120-DOB Check Condition If No: Play 5110-A-KBA-GetAltName ConfirmationApology-Prompt, Go to: 5115-PostSSN-DB,

82055

5110-A-KBA-GetAltName ConfPrompt-Retry2

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

Retry2 on Confirmation

If Yes: Play 5110-A-KBA-GetAltName Prompt-Success-1 Then Go to: 5120-DOB Check Condition If No: Play 5110-A-KBA-GetAltName ConfirmationApology-Prompt, Go to: 5115-PostSSN-DB,

82056

5110-A-KBA-GetAltName ConfPrompt-Timeout1

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

Timeout1 on Confirmation

If Yes: Play 5110-A-KBA-GetAltName Prompt-Success-1 Then Go to: 5120-DOB Check Condition If No: Play 5110-A-KBA-GetAltName ConfirmationApology-Prompt, Go to: 5115-PostSSN-DB,

82057

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

If Yes: Play 5110-A-KBA-GetAltName Prompt-Success-1 Then Go to: 5120-DOB Check Condition If No: Play 5110-A-KBA-GetAltName ConfirmationApology-Prompt, Go to: 5115-PostSSN-DB,

00120

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

Alright.

Success

50348

5110-A-KBA-ConfirmationApology-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

Go To: 5050-Name-ExitFailure-Msg

Event logging

Record = U-KBPW-DM_5110-(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 . 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

Prerequisite

If SSN Post Flag = 1

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

Prompts

Msg. Number

REQ ID

Condition

Wording

82075

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

DTMF

Action

Confirm.

5110-B-KBA-GetAltName Option-Altname

<other_last_name>

--

Play 5110-B-KBA-GetAltName Prompt-Success-1 Go To: 5120-DOB Check Condition

ALWAYS

5110-B-KBA-GetAltName Option-MaxTimeouts

--

--

Go to: 5050-Name-ExitFailure-Msg

--

5110-B-KBA-GetAltName Option-MaxRetry

--

--

Go to: 5050-Name-ExitFailure-Msg

--

Confirmation Prompts

Msg. Number

REQ ID

Wording

Result

Action

82175

5110-B-KBA-GetAltName ConfPrompt-LastName-1

Let me read that back. Last name:

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

If Yes: Play 5110-GetAltName-B-KBA-Prompt-Success-1 Then Goto 5120-DOB Check Condition If No: Play 5110-B-KBA-GetAltName ConfirmationApology-Prompt re-enter this module

< Other Last Name >

50337

5110-B-KBA-GetAltName ConfPrompt-LastName-2

...spelled:

CPR

< Other Last Name Spelling >,

50342

5110-B-KBA-GetAltName ConfPrompt-LastName-3

Did I get that right?

82054

5110-B-KBA-GetAltName ConfPrompt-Retry1

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

Retry1 on Confirmation

If Yes: Play 5110-B-KBA-GetAltName Prompt-Success-1 Then Goto 5120-DOB Check Condition If No: Play 5110-B-KBA-GetAltName ConfirmationApology-Prompt re-enter this module

82055

5110-B-KBA-GetAltName ConfPrompt-Retry2

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

Retry2 on Confirmation

If Yes: Play 5110-B-KBA-GetAltName Prompt-Success-1 Then Goto 5120-DOB Check Condition If No: Play 5110-B-KBA-GetAltName ConfirmationApology-Prompt re-enter this module

82056

5110-B-KBA-GetAltName ConfPrompt-Timeout1

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

Timeout1 on Confirmation

If Yes: Play 5110-B-KBA-GetAltName Prompt-Success-1 Then Goto 5120-DOB Check Condition If No: Play 5110-B-KBA-GetAltName ConfirmationApology-Prompt re-enter this module

82057

5110-B-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

If Yes: Play 5110-B-KBA-GetAltName Prompt-Success-1 Then Goto 5120-DOB Check Condition If No: Play 5110-B-KBA-GetAltName ConfirmationApology-Prompt re-enter this module

00120

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

Alright.

Success

50348

5110-B-KBA- ConfirmationApology-B Prompt

Sorry about that. Let’s try again.

Apology

00250

5110-B-KBA-GetAltName ConfPrompt-InvalidOrTimeout3

[250 ms silence]

Max Timeout OR Max Retry at Confirmation

Go To: 5050-Name-ExitFailure-Msg

Event logging

Record = U-KBPW-DM_5110-(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 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-GetSSNumber-SSN					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
<FirstName> <LastName> <OtherLastName>			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: 5035B-GetFirstName Spell Only, Condition Success
KBPW-PSSN-5115-Option-NC-2					If Success and Last Name				Set SSN Post Flag to 1, Go to:5045B-GetLastName Spell Only , Condition Success
KBPW-PSSN-5115-Option-NC-3					If Success and Alt Name				Set SSN Post Flag to 1, Go to: 5110B-GetAltName Spell Only Condition Success
KBPW-PSSN-5115-Option-NC-4				Else and First Name					Set SSN Post Flag to 1, Go to: 5035B-GetFirstName Spell Only, Condition Failure
KBPW-PSSN-5115-Option-NC-5				Else and Last Name					Set SSN Post Flag to 1, Go to:5045B-GetLastName Spell Only , Condition Failure
KBPW-PSSN-5115-Option-NC-6				Else and Alt Name					Set SSN Post Flag to 1, Go to: 5110B-GetAltName 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-Prompt-Initial

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-Prompt-Retry1

[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-Prompt-Retry2

[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-Prompt-Timeout1

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

51305

5130-KBA-GetDOB-Prompt-Timeout2

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

51307

5130-KBA-GetDOB-Prompt-Help

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

00122

5130-KBA-GetDOB-Prompt-SuccessYes

Thanks.

REQID

Vocabulary

DTMF

Action

Confirm.

5130-KBA-GetDOB-Option-Date

<date> Remove unneeded options from the DATE grammar – days of the week, and partially specified dates. Require a fully specified date.

<...>

Always

Remove all global grammars for this DM.

Confirmation prompts

Message Number

REQID

Wording

Result

51308

5130-KBA-GetDOB-ConfPrompt-Date1

Okay, so that’s:

<Date>

CPR

January 12th 1931

51309

5130-KBA-GetDOB-ConfPrompt-Date2

Is THAT right?

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

51310

5130-KBA-GetDOB-ConfPrompt-DateRetry

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

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

51311

5130-KBA-GetDOB-ConfPrompt-DateTimeout

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

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

Confirmation Option

Vocabulary

DTMF

Action

Confirm.

5130-KBA-GetDOB-ConfOption-Yes

“Yes [it is]” “[Yes] that's right” “Right” “[That's] correct”

1

play SuccessYes prompt Go to: 5135-Mother’sMaiden Check Condition

Never

5130-KBA-GetDOB-ConfOption-No

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

2

Re-enter Dialog Module per default behavior

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-

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

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 <Date_Of_Birth> 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-Condition-null	If Mother’s Maiden Name = null	Go to: 5140-GetMother’sMaiden
5135-KBA-Mother’sMaiden Check Condition-Condition-else	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

Prompts

Msg. Number

REQID

Condition

Wording

50306

5140-GetMother’sMaiden-Prompt-Initial-1

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

5140-GetMother’sMaiden-Prompt-Timeout1

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

50308

5140-GetMother’sMaiden-Prompt-Timeout2

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

50311

5140-GetMother’sMaiden-Prompt-Retry1

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

50348

5140-FT- ConfirmationApology-Prompt

If "no" on confirmation

Sorry about that. Let’s try again.

50321

5140-GetMother’sMaiden-Prompt-Respell1

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

50317

5140-GetMother’sMaiden-Prompt-Respell2

If caller has Timeout1 OR Retry1

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.

50322

5140-GetMother’sMaiden-Prompt-Respell3

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.

[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.

50323

5140-GetMother’sMaiden-Prompt-SpellHelp

If last prompt was spell only

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.

50312

5140-GetMother’sMaiden-Prompt-SayHelp

If last prompt was say and spell

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”.

00120

5140-GetMother’sMaiden-Prompt-Success-1

Alright.

REQID

Vocabulary

DTMF

Action

Confirm.

5140-GetMother’sMaiden-Option-Altname

<other_last_name>

<...>

Play 5140-GetMother’sMaiden-Prompt-Success-1 Go To: 5190-WhereBorn Check Condition

ALWAYS

5140-GetMother’sMaiden-Option-MaxTimeouts

--

--

Go to: 5050-Name-ExitFailure-Msg

--

5140-GetMother’sMaiden-Option-MaxRetries

--

--

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

Wording

Result

Action

82175

5140-GetMother’sMaiden-ConfPrompt-LastName-1

Let me read that back. Last name:

“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’sMaiden-Prompt-Success-1 Then Go to: 5190-WhereBorn Check Condition If No: Play 5140-FT- ConfirmationApology-Prompt5140-GetMother’sMaiden-Prompt-Respell1

< Mother’s Maiden Name Spelling >

50337

5140-GetMother’sMaiden-ConfPrompt-LastName-2

...spelled:

CPR

< Mother’s Maiden Name Spelling >

50342

5140-GetMother’sMaiden-ConfPrompt-LastName-3

Did I get that right?

82054

5140-GetMother’sMaiden-ConfPrompt-Retry1

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

Retry1 on Confirmation

If Yes: Play 5140-GetMother’sMaiden-Prompt-Success-1 Then Go to: 5190-WhereBorn Check Condition If No: Play 5140-FT- ConfirmationApology-Prompt5140-GetMother’sMaiden-Prompt-Respell1

82055

5140-GetMother’sMaiden-ConfPrompt-Retry2

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

Retry2 on Confirmation

If Yes: Play 5140-GetMother’sMaiden-Prompt-Success-1 Then Go to: 5190-WhereBorn Check Condition If No: Play 5140-FT- ConfirmationApology-Prompt5140-GetMother’sMaiden-Prompt-Respell1

82056

5140-GetMother’sMaiden-ConfPrompt-Timeout1

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

Timeout1 on Confirmation

If Yes: Play 5140-GetMother’sMaiden-Prompt-Success-1 Then Go to: 5190-WhereBorn Check Condition If No: Play 5140-FT- ConfirmationApology-Prompt5140-GetMother’sMaiden-Prompt-Respell1

82057

5140-GetMother’sMaiden-ConfPrompt-Timeout2

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

Timeout2 on Confirmation

If Yes: Play 5140-GetMother’sMaiden-Prompt-Success-1 Then Go to: 5190-WhereBorn Check Condition If No: Play 5140-FT- ConfirmationApology-Prompt5140-GetMother’sMaiden-Prompt-Respell1

00250

5140-GetMother’sMaiden-ConfPrompt-InvalidOrTimeout3

[250 ms silence]

Max Timeout OR Max Retry at Confirmation

Go To: 5050-Name-ExitFailure-Msg

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
Prompts
Message Number	REQID		Wording
00250	5150-KBA-NoName-Prompt-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-Condition-null	If PoB = null	Go to: 5200-WhereBorn-VM
5190-KBA-WhereBorn Check Condition-Condition-else	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-Prompt-Initial1

Only two more questions.

00500

silence_500

[500 ms silence]

52002

5200-KBA-WhereBorn-Prompt-Initial2

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.

52003

5200-KBA-WhereBorn-Prompt-Retry1

[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-Prompt-Retry2

[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-Prompt-Timeout1

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-Prompt-Timeout2

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-Prompt-Help1

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-Prompt-Help2

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-Prompt-Help3

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

REQID

Vocabulary

DTMF

Action

Confirm.

5200-KBA-WhereBorn-Option-state

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

—

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]

<state>

00119

5200-KBA-WhereBorn-ConfPrompt-is_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

1,000 ms

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

-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

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-CheckingNow-Msg
Module Notes
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-Prompt-Initial1			One last question.
52102	5210-KBA-LastPmt-Prompt-Initial2			What was the amount of the last benefit check you received in dollars and cents.
52103	5210-KBA-LastPmt-Prompt-Retry1			[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-Prompt-Retry2			[Global Default] Please speak slowly and clearly and tell me the amount again.
52105	5210-KBA-LastPmt-Prompt-Timeout1			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-Prompt-Timeout2			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-Prompt-Help			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-Prompt-SuccessYes			Got it.
REQID		Vocabulary			DTMF		Action			Confirm.
5210-KBA-LastPmt-Option-Currency		<currency>			<...>		play SuccessYes prompt Go to: 5220-CheckingNow-Msg			If necessary Check This
5210-KBA-LastPmt-Option-DontKnow		I don't know I'm not sure			—		Go to: 5215-CantProceed-Msg			Never
		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
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		-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
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-CantProceed-Prompt-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.
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
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-SayFailure-Prompt1		I'm afraid that some of the information you gave me doesn't match what we have in our records.
		Condition		Action
5260-KBA-SayFailure-Condition-Always		Always		return code := failure return to Global (COA-DD 1330-CallKBAuth-Code)
Event logging
Developer notes
No barge-in

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-AccountBlocked-Prompt1		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.
		Condition		Action
5270-KBA-AccountBlocked-Condition-Always		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-DMfailure-Prompt1	I'm so sorry I’m not able to understand you.
		Condition	Action
5900-KBA-DMfailure-Condition-Always		Always	return status := failure return to Global (COA-DD 1330-CallKBAuth-Code)
Event logging
Developer notes
No barge-in

—End of Specification —