Request for Internet Services - Password

SSA HostConnect User Interface Specification SIS ID : SS017158 App ID : 17158 NetCap ID : 0017158 Platform/Option : NGSN/Option 3 Corp ID : 92140818	1.0

Document History

Date	Spec	App	Summary of Changes	Revised by
	1.0		Initial version	Christopher Walton

This document is a User-Interface specification

The purpose of this document is to lay out the user-interface in all its detail.

Copyright © 2001 Verizon Business.

Table of Contents

Chapter 1: Background and Motivation 2

1.1 Motivation 2

1.2 Aesthetics 2

1.3 Open Issues 2

1.4 Call Examples 2

1.4.1 Typical Call 2

Chapter 2: Call-Flow Diagrams 2

2.1 High-Level Call Flow Diagram 2

Chapter 3: How to Read the Call-Flow Tables 2

Chapter 4: Internal DialogModule Functionality 2

Chapter 5: Detailed Dialog Specification 2

5.1 General Behavior 2

5.1.1 Ending the call 2

5.1.2 Global Defaults (Non-ASR Logic) Error! Bookmark not defined.

5.2 Dialog Tables 2

First Name 2

Middle Initial Error! Bookmark not defined.

Last Name 2

Other Last Name 2

Speech Flag Check 2

Chapter 6: Recording Lists 2

6.1 Application Recording List 2

Chapter 1: Background and Motivation

1.1Motivation

SSA is using a new authentication process for their Password Services. This document is not intended to be a stand alone callflow. We are only attempting to capture the first name, middle initial, last name, and other last name of the caller.

1.2Aesthetics

We are using this information to authenticate the caller so the tone should be businesslike.

1.3Open Issues

1.4Call Examples

1.4.1Typical Call

System:	Now we are going to collect your full name using voice recognition. First, say your FIRST name.
Caller:	John
System:	I think you said John. Is that correct?
Caller:	Yes
System:	Please say your last name. For example, if your last name was Kusack, you’d say Kusack. Go ahead.
Caller:	Smith
System:	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.
Caller:	Yes
System:	Please say your OTHER LAST name. [Short Pause] For example if it was Jones, you’d say “Jones”. Go ahead.
Caller:	Jones
System:	Thank you. We have received your request for a password…

Chapter 2: Call-Flow Diagrams

Legend for the high level call-flow diagrams presented in this section:

A high level process indicates a series of play-prompt or interaction states or data retrieval steps, etc.

A play-prompt state plays a waveform, or a series of waveforms, to the caller.

An interaction state prompts the caller for input. It also handles all default timeout and retry behavior. It typically exits (continues to the next state) upon a successful recognition.

The ‘data retrieval’ icon represents back-end transactions, to a database, for example.

The ‘internal decision’ icon represents a logical check in the program code to branch on decision.

Connectors link different call-flow diagrams.

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

Call-flow diagrams built up of high-level process icons represent the global dialog structure of the application. These high-level diagrams parallel with the more detailed call-flow diagrams that outline every play-prompt, interaction state, data retrieval step, internal decision and possible ends of the call. These low-level charts give a precise graphical representation of the flow of the state tables in the section “Chapter 5: Detailed Dialog Specification”, using the same (or matching) naming convention for easy reference.

2.1High-Level Call Flow Diagram

Chapter 3: How to Read the Call-Flow Tables

Speech Input	Play Prompt	Database Query	Branch on Condition

2100_Finance_Forex_Menu
Speech Input				Item List
Entering from
2000_Finance_Menu
Prompts
Type	Name	Wording
Initial	21001	For which currency would you like to hear the exchange rate?
Timeout 1	21002	I’m sorry, I didn’t hear you. Please say the currency you want an exchange rate for, for example “Sterling Pound”.
Timeout 2	21003	I’m sorry, I still didn’t hear you. Please say the currency you want to hear the exchange rate for, such as the “Japanese yen”, or, to hear a full list to choose from, say “List all currencies”.
Retry 1	21004	Please say the currency you want an exchange rate for, for example “Australian dollar”.
Retry 2	21005	Please say the currency you want to hear the exchange rate for, such as the “Japanese yen”, or, to hear a full list to choose from, say “Dutch guilder”.
Help	21006	You are in the foreign exchange menu. If you specify a currency, such as the “Danish krone”, I’ll give you the exchange rate for it against the US Dollar.
Voicing		DTMF	Action
<currency>			Go to: "2110_Finance_Forex_ExchangeRateInfoMsg"
“List all currencies”, “List currencies”, “List all”, “List them all”, “List them”		2	Go to: "2190_Finance_Forex_CurrenciesListIntro"
Commands		DTMF	Action
“Back up”		#	Go to: “2000_Finance_Menu”
“Main menu”		##	Go to: “1000_MainMenu”
“Goodbye”		*	Go to: “9000_Goodbye_Msg”
“Instructions”		9	Play prompt help prompt and then re-enter this module, playing the initial prompt, awaiting new user input.
“Operator”		0	Go to: "8000_Transfer_Msg"
Module Settings
Default

Chapter 4: Internal DialogModule Functionality

***PLEASE NOTE: This is a generic example of Internal DialogModule Funcionality and may not directly reflect the actions of the SSA HostConnect application.

Chapter 5: Detailed Dialog Specification

5.1General Behavior

5.1.1Ending the call

At no time should the call simply end. All calls from this application should exit via one of the following SIBBs: Max Timeout, Max Retry, Max Invalid Menu Item

5.1.2Global Defaults (Non-ASR Logic)

The following commands should be available to any SIVR SIBB in the call plan:

COMMAND Vocabulary
Speech Input				Command Vocabulary
Option	Synonym(s)	DTMF	Action			Confirm.
help	help	*	Go to Help Menu for the particular menu			Never

5.2Dialog Tables

First Name

DialogModule™

Custom Context Grammar

Entering from

DOB or Password Registration DOB

Prompts

Type

MSG #

Wording

Initial

8001

Now we are going to collect your full name using voice recognition. First, say your FIRST name.

Timeout 1

8100

Sorry I didn’t hear you.

8110

Please give me your first name.

Timeout 2

8101

I didn’t hear you that time either.

8110

Please give me your first name.

Max timeouts

Play DTMF *5 1 (MRS Outdial) & End Call

If Speech Flag = 1 Set Code Pair 70022

If Speech Flag = 2 Set Code Pair 70031

Retry 1

8102

Sorry I didn’t understand.

8110

Please give me your first name.

Retry 2

8103

I didn’t understand that time either.

8110

Please give me your first name.

Max Retries

Play DTMF *5 1 (MRS Outdial) & End Call

If Speech Flag = 1 Set Code Pair 60022

If Speech Flag = 2 Set Code Pair 60031

Help

8116

I need you to say your first name for me. For example if your first name was Nick, you’d say “Nick”.

Option

Synonym(s)

DTMF

Action

Confirm.

First Name

<first_name>

<...>

Go to: Last Name

If necessary

Confirmation Prompts

Option

MSG #

Wording

Result

First Name

NA

FIRST NAME

“I think you said < First Name >, is that correct?”

	Commands
See default settings

Module Settings

Use Spelling Fallback

If Speech Flag = 1 Set Abandon Flag = 0022

If Speech Flag = 2 Set Abandon Flag = 0031

Last Name

DialogModule™

Custom Context Grammar

Entering from

Middle Initial

Prompts

Type

MSG #

Wording

Initial

8003

Please say your last name. For example, if your last name was Kusack, you’d say Kusack. Go ahead.

Timeout 1

8100

Sorry I didn’t hear you.

8113

Please give me your last name.

Timeout 2

8101

I didn’t hear you that time either.

8113

Please give me your last name.

Max timeouts

Play DTMF *5 1 (MRS Outdial) & End Call

If Speech Flag = 1 Set Code Pair 70023

If Speech Flag = 2 Set Code Pair 70032

Retry 1

8102

Sorry I didn’t understand.

8113

Please give me your last name.

Retry 2

8103

I didn’t understand that time either.

8113

Please give me your last name.

Max Retries

Play DTMF *5 1 (MRS Outdial) & End Call

If Speech Flag = 1 Set Code Pair 60023

If Speech Flag = 2 Set Code Pair 60032

Help

8120

I need you to say your last name for me. For example, if the last name was O’Neal, you’d say “O’Neal”.

Option

Synonym(s)

DTMF

Action

Confirm.

First Name

<first_name>

<...>

Go to: Other Last Name Necessary

If necessary

Confirmation Prompts

Option

MSG #

Wording

Result

Last Name

NA

LAST NAME

“I think you said < Last Name > , is that correct?”

	Commands
See default settings

Module Settings

Use returned Last Name from ANI Lookup (if present) to assist in recognition.

Use Spelling Fallback

If Speech Flag = 1 Set Abandon Flag = 0023

If Speech Flag = 2 Set Abandon Flag = 0032

Other Last Name Necessary

DialogModule™

Yes/No

Entering from

Last Name

Prompts

Type

MSG #

Wording

Initial

8005

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

Timeout 1

8100

Sorry I didn’t hear you.

8121

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

Timeout 2

8101

I didn’t hear you that time either.

8122

Please say YES or press 1 if you think you might be listed under another last name. Otherwise, say NO or press 2.

Max timeouts

Play Message 8119

Go To: Speech Flag Check

Retry 1

8102

Sorry I didn’t understand.

8121

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

Retry 2

8103

I didn’t understand that time either.

8122

Please say YES or press 1 if you think you might be listed under another last name. Otherwise, say NO or press 2.

Max Retries

Play Message 8119

Go To: Speech Flag Check

Help

8123

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

Option

Synonym(s)

DTMF

Action

Confirm.

Yes

“Yes [please]”

“[Yes] I do”

“[Yes] I would”

“Yeah”

1

Go To: Other Last Name

If necessary

No

“No [thanks]”

“[No] I don't”

“[No] I do not”

“[No] I wouldn't”

“[No] I would not”

2

Go To: Speech Flag Check

If necessary

Confirmation Prompts

Option

MSG #

Wording

Result

Yes

8124

yes

“I think you said < yes > , is that correct?”

No

8125

no

I think you said < no > , is that correct?”

	Commands
See default settings

Module Settings

If Speech Flag = 1 Set Abandon Flag = 0024

If Speech Flag = 2 Set Abandon Flag = 0033

Other Last Name

DialogModule™

Custom Context Grammar

Entering from

Other Last Name Necessary

Prompts

Type

MSG #

Wording

Initial

8004

Please say your OTHER LAST name. [Short Pause] For example if it was Jones, you’d say “Jones”. Go ahead.

Timeout 1

8100

Sorry I didn’t hear you.

8114

Please say your OTHER last name.

Timeout 2

8101

I didn’t hear you that time either.

8114

Please say your OTHER last name.

Max timeouts

Go To: Speech Flag Check

Retry 1

8102

Sorry I didn’t understand.

8114

Please say your OTHER last name.

Retry 2

8103

I didn’t understand that time either.

8114

Please say your OTHER last name.

Max Retries

Go To: Speech Flag Check

Help

8115

I need you to say your other last name for me. For example, if the last name was O’Neal, you’d say “O’Neal”.

Option

Synonym(s)

DTMF

Action

Confirm.

First Name

<first_name>

<...>

Go To: Speech Flag Check

If necessary

Confirmation Prompts

Option

MSG #

Wording

Result

Other Last Name

NA

OTHER LAST NAME

“I think you said < Other Last Name > , is that correct?”

	Commands
See default settings

Module Settings

Use Spelling Fallback

If Speech Flag = 1 Set Abandon Flag = 0025

If Speech Flag = 2 Set Abandon Flag = 0034

Speech Flag Check
Branch on Condition
Entering from
Other Last Name or Confirm Other Last Name
Condition	Action
If Speech Flag = 1	Go to: PRC REQUEST VERIFY
If Speech Flag = 2	Go to: PASSWORD REGISTRATION VERIFY

Chapter 6: Recording Lists

6.1Application Recording List

Message 8001

“Now we are going to collect your full name using voice recognition. First, say your FIRST name.”

Message 8003

“Please say your last name. For example, if your last name was Kusack, you’d say Kusack. Go ahead.”

Message 8004

“Please say your OTHER LAST name. [Short Pause] For example if it was Jones, you’d say “Jones”. Go ahead.”

Message 8005

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

Message 8100

“Sorry I didn’t hear you.”

Message 8101

“I didn’t hear you that time either.”

Message 8102

“Sorry I didn’t understand.”

Message 8103

“I didn’t understand that time either.”

Message 8104

“…you said none…”

Message 8110

“Please give me your first name.”

Message 8113

“Please give me your last name.”

Message 8114

“Please say your OTHER last name.”

Message 8115

“I need you to say your other last name for me. For example, if the last name was O’Neal, you’d say “O’Neal”.”

Message 8116

“I need you to say your first name for me. For example if your first name was Nick, you’d say “Nick”.”

Message 8117

“I think you said…”

Message 8118

“…is that correct?”

Message 8119

“We’ll try with just your first and last name.”

Message 8120

“I need you to say your last name for me. For example, if the last name was O’Neal, you’d say “O’Neal”.”

Message 8121

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

Message 8122

“Please say YES or press 1 if you think you might be listed under another last name. Otherwise, say NO or press 2.”

Message 8123

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

Message 8124

“…yes…”

Message 8125

“…no…”

User Interface Specification, August 8, 2006

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