Automated Call Flow (current)

ClaimStatus_v2 6 16_DESIGN (current flow).pdf

Application Status

Automated Call Flow (current)

OMB: 0960-0763

⚠️ Notice: This form may be outdated. More recent filings and information on OMB 0960-0763 can be found here:

Document [pdf]

Download: pdf | pdf

Social Security Administration
User Interface Specification
Last Saved: April 28, 2010

2.6.16
Claim Status
SARA 2 OMB Attestation Change

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

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Document History
Date

Version

9 Aug 2007

1.0

Summary of Changes

Revised by

Initial version. Skeleton Spec: The tables are complete, but there is not
yet text for retry, timeout, and help prompts.

Jenny DeGroot,
Nuance

Document history continues on next page

This document is a User-Interface specification
The purpose of this document is to lay out the user-interface in all its detail. Readers of this document are assumed to also have read the
requirements specification and to have an understanding of the purpose of the application.
Copyright © 2007 Nuance Communications, Inc., DialogModules™ is a trademark of Nuance Communications, Inc.
Nuance Communications, Inc. / 1 Wayside Road / Burlington MA 01803 / U.S.A.

ClaimStatus_v2.6.16

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17 Aug
2007

1.1

All changes are highlighted yellow.
Turned the Skeleton Spec into a Full Spec: Filled in retry, timeout, and
help prompts.

Jenny DeGroot,
Nuance

Made changes from Aug 13 review meeting and Aug 13-14 emails from
SSA and Verizon:
6102: Revised prompt wording.
6105: Added Privacy/paperwork wording per A. Luster email forwarded
by D. Synrod Aug 13. Edited attestation for brevity, as approved during
Replacement 1099 review meeting Aug 13. Added dtmf-2 command
for “no”.
6120, 6130: Added Developer Notes about parameter values that are
shown here, stating that developer should validate these values against
the parameters that are in currently deployed code.
6140: Added new conditions and actions. (Results of Aug 16 meeting
with L. Moore and email from C. Walton.)
6150: Changed DM name, prompt wording. Added developer note.
(Results of Aug 16 meeting with L. Moore and email from C. Walton.)
6151, 6153, 6154: Created this new DM. (Results of Aug 16 meeting
with L. Moore and email from C. Walton.)
6152: Changed DM title to include “Auth”. Changed prompt wording.
Added developer note. (Results of Aug 16 meeting with L. Moore and
email from C. Walton.)
6160: Added confirmation prompt for “I don’t have it.”
6170-CS-LookupConfNumber-DB:
•

Added “SSN” as input field to database query.

•

Added additional conditions and actions. (Results of Aug 1
meeting with L. Moore and email from C. Walton.)

•

Removed variables

•

Created variable. Set to ‘no’ if we
find 1, 2, or 3 claims.

•

Removed conditional checks for being returned.
We only check whether is returned.

•

Added notation “Unsuccessful return code” to the final “Else”
condition.

6171, 6173, 6174: Created these new DMs. (Results of Aug 16
meeting with L. Moore and email from C. Walton.)
6172: Removed “Hm” from prompt wording.
6175-CS-ReadNextClaimYN-DM:
•

Removed “else” from Retirement Benefits prompt condition. It
should just start with “If.”

•

Removed the statement “Increment ” when we’re
already on the final claim in the list.

•

Added special treatment for ‘Repeat’ command.

6176: Created this new DM. (Results of Aug 16 meeting with L. Moore
and email from C. Walton.)
6180-CS-ReadStatus-Msg:
•

ClaimStatus_v2.6.16

Revised prompt wording and added CPR date readout for the
following four conditions: ,
, , , per
email from H. Kim (SSA) titled “Action items for the TKCS/TK99 UI
documents,” dated Aug 14. Closed the open questions

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associated with these four prompts.
•

Moved prompts 26-29 (, ,
, ) to precede prompt 25, per H.
Kim email. Changed the numbering of prompts 25-29
accordingly. Prompt 25 is now named 29.

•

Added wording to the conditions for playing Prompt 5 and Prompt
29, based on H. Kim email. New wording: “...are filled with a valid
entry (i.e., not null AND not 00000000).”

•

In the conditions for playing Prompt 5 and Prompt 29: Added
, , , and
to the list of fields, per H. Kim email.

•

Changed wording of prompt 6180-CS-ReadStatus-Prompt-Initial29 to say “send or bring”

•

Added Open Question to prompt Initial-29: SSA to advise whether
to say “We will return any documents that you send us.”

•

Added new prompt at top of table, to be played if
=’no’. Set this variable to ‘yes’ in the
Action section of the DM.

6190: Added developer note about special “Repeat” behavior.

20 Aug
2007

1.2

23 Aug
2007

1.3

28 Aug
2007

1.4

30 Aug
2007

1.5

31 Aug
2007

1.6

ClaimStatus_v2.6.16

Made updates based on SSA emails of Aug 17, 2007, highlighted
green.
6102: Changed prompt wording. New wording is “...available yet...”
instead of “available in this system yet.”
6108: Changed the word “bring” to “take” in prompt 6180-CSReadStatus-Prompt-Initial-29.
6140: In “success” condition, added “ = 0000”
Updates based on client comments -- updates highlighted in blue.
•
6170: Added IF success (ie “ = 0000”) to
OneClaim, TwoClaims and ThreeClaims conditions
•
6170: Removed ZeroClaims condition
•
6170: Removed NoMatch condition
•
6177: Removed table
•
6170: Removed AcctBlocked condition
•
6180: In Initial-29 prompt, retained “We will return any
documents that you send us.”
Removed struck-through text and struck-through tables carried over
from previous versions. Removed highlighting carried over from
previous versions.
No changes to content of document.
Internal Nuance release. Changes based on client comments.
Changes highlighted in blue.
6105: Added pronunciation note for OMB number.
Changes highlighted in green.
•
6120: Added DTMF option in Timeout2 and Help prompt.
•
6130: Added DTMF option in all prompts
•
6190: Corrected typo in prompt name -- 6190-CSMultiClaimEnd-Condition-Retry2
•
6190: Completed the Help prompt. (No references to
"previous claim" and "next claim" because we don't know
which applies.)
Made the following changes to remove “Subroutine” notation. Changes
highlighted in pink:
• 6105: If Yes, go to 6120 instead of 6110.

28 April 2010

J. DeGroot

Daniel Engelberg

Jenny DeGroot

D. Engelberg
J. DeGroot

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•
•
•
•
•
•
•
•
•
•
•

5 Sep 2007

1.6.1

5 Sep 2007

1.6.2

6110-CS-CallAuthSubroutine-BC: Removed this DM.
6120: Entering from 6105 instead of 6110.
6145: Removed the “return code”. Go to 6160 instead of 6110.
6150: Removed the “return code”. Go to 6210 instead of 6110.
6151: Removed the “return code”. Go to 6210 instead of 6110.
6152: Removed the “return code”. Go to 6210 instead of 6110.
6153: Removed the “return code”. Go to 6210 instead of 6110.
6154: Removed the “return code”. Go to 6210 instead of 6110.
6155-CS-AuthResult-BC: Deleted this DM.
6160: Entering from 6145 instead of 6155.
6210: Entering from 6150, 6151, 6152, 6153, 6154. Removed
“entering from 6155”.
Changes based on SSA comments. Changes highlighted in green:
6170: In developer’s note, changed Data Exchange document to
reference v1.2 instead of v1.1. Added note that the DED is subject to
change in the future, but that this spec references v1.2
Changes based on email from K. Harrigan, 5 Sep 2007. Changes
highlighted in green:

J. DeGroot

6120-CS-GetSSN-DM:
• SSN Option now has Requirement ID 6120-CS-GetSSN-OptionSSN instead of 5020-KBA-GetSSNumber-Option-SSN.
• Parameter now has Requirement ID 6120-CS-GetSSN-Parameter
instead of 5020-KBA-GetSSNumber-Parameter.
6175-CS-ReadNextClaimYN-DM:
• Help Prompt now has Requirement ID 6175-CSReadNextClaimYN-Prompt-Help
12 Sep
2007

1.6.3

Removed Global Defaults from retry 1 and 2 prompts

Sean
Stallings/VZB

19 Sep
2007

1.6.4

Added Message Numbers

Sean
Stallings/VZB

27 Sep
2007

1.6.5

Changed 6210 to 6211
Changed 6220 to 6121

Sean
Stallings/VZB

28 Sep,
2007

1.6.6

Added changes as recommended by Nuance

Sean
Stallings/VZB

Changes highlighted in yellow. S. Stallings’ updates are still shown
with changes tracked. All other previous changes have been accepted
and previous highlighting removed.
Added new section, Developer Notes, in Chapter 1, for clarification
purposes.
6103, 6105: Now goes to the new module, 6110-CS-Ping-DB instead of
6120.
6110-CS-Ping-DB: New DM added.
6111-CS-PingUnavailableMM-DM: New DM added.
6110, 6115: Added “entering from” new module 6110.
6151-CS-AuthSystemProblems-Msg: Added “entering from” 6110-CSPing-DB
6153-CS-AuthSystemUnavailable-Msg: Added “entering from” 6110CS-Ping-DB
11 Oct,
2007

1.6.7

ClaimStatus_v2.6.16

Corrections of typos and cut&paste errors pointed out by SSA. Notes
from Deborah Ellis /

28 April 2010

Peter Modesto /
Nuance

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Module 6175
After Initial-25
(page 34) the prompt is titled Intial-16 and there
is already a prompt titled Initial 16. Should this
be Initial 26 instead?
6175 There are two each of Retry 1 & Retry 2
conditions listed yet the last two prompt names are
Timeout1 & Timeout2. Should the condition for the
last two be listed as conditions Timeout1 &
Timeout2?
6180 & 6190 According to 6190-CS-MultiClaimEndCondition-Repeat2 a caller can enter this module
from 6180 and will be returned to 6180 if requesting
the claim to be repeated. If this is truly the case
neither 6180 nor 6190 list the other within the
"Entering from" section.
6182 Condition-No - the vocabulary states "yes and
synonyms, including "no I wouldn't" & "no thanks".
Should this read "no and synonyms" instead of yes?
6211 Currently grayed out so perhaps this is in the
process of being updated. It seems this module can
be entered from the following modules but not all
are listed: 6150, 6151, 6152, 6153, 6154, 6171,
6173, 6174, and 6176.
1.6.8

Changed 6130 to 6125

25 Oct
2007

1.6.9

Added message 81218 to DM 6174

26 Oct
2007

1.7

Nov 14
2007

1.71

Updated DM 6120, added new messages 82145, 82146, 82147
Updated prompting for DM 6160’s Confirmation process

Sean Stallings

1.72

Changed prompt names in DM 6125 to reflect change from DM 6130 to
DM 6125

Sean Stallings

1.73

Removed DM 6176
Updated stale hyperlink in DM 6170
Removed ‘help’ prompts from DM 6185 and DM 6190
Added module notes disabling ‘the ‘help’ global for DM 6185 and DM
6190

Sean Stallings

Updated DM 6125; removed help prompt, moved module note
regarding globals from the ‘options’ section to the ‘module notes’
section.
Updated DM 6105, changed Success Prompt 1 to read “Thanks”
Updated DM 6120, removed msg 70002, replaced it with msg 85146.

Sean Stallings

Updated DM 6125, changed success prompt 1 to play “Thanks”
DM 6120 Removed developer note disabling dtmf in confirmation

Sean Stallings

Updated, DM 6221, removed hyperlink for DM 6176
Updated DM 6120, added dtmf 1 for yes, dtmf 2 for no for confirmation

Sean Stallings

Updated DM 6180, added 6190 to “entering from” field

Sean Stallings

23 Oct
2007

Nov 19
2007
Nov 27
2007

Sean Stallings
VZB
Sean Stallings
VZB

Changed wording of attestation prompt, message 85002 in 6105-CSAttestation-DM

Sean Stallings
VZB

VZB

Nov 28,
2007

1.74

Nov
29,2007

1.75

Nov 30,
2007

1.76

Dec 3,

1.77

ClaimStatus_v2.6.16

28 April 2010

VZB
Jenny DeGroot
Nuance

VZB

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2007

VZB

Dec 3,
2007

1.78

Jan 4,

1.79

Updated DM 6213-replaced msg. 85136 with msg. 82129
Updated DM 6216-replaced msg. 85137 with msg. 82130
Updated DM 6223-replaced msg. 85138 with msg. 12021
Updated DM 6226-replaced msg. 85139 with msg. 12401
DM 6226-Corrected typo, message 120401 changed to 12041.

2008

Sean Stallings
VZB

1.8

Updated DM 6200. Per Bill Barnes, callers now route to DM 6213.
Removed DM 6206

Sean Stallings

1.81

Rolled back the changes implemented in 1.8
DM 6226- correct typo, message 12041 has been changed to 12401.

Sean Stallings

Jan 11,
2008

1.82

Updated DM6125, changed name of confirmation prompts to conform
with new numbering of the UI from 6130 to 6125

Sean Stallings

Mar 3,
2008

1.83

Mar 4,

1.84

Jan 4,
2008
Jan 10,
2008

VZB

VZB
Updated DM 6120; Clarified barge-in handling, added privacy direction
to module notes.
Updated DM 6125, added privacy direction to module notes.
Added Privacy statement to Chapter 2 Global Behavior and General
Info
Added module 6103
Added module 6115
Added module 6122
Updated 6102, 6103,6105 added “no barge in” to module notes

2008

Sean Stallings
VZB

Jenny DeGroot
Nuance

Updated DM 6115 and DM 6122; Corrected reporting information for “if
else” conditions.

Sean Stallings

Mar 10,
2008

1.85

Mar 12,
2008

1.86

April 4,
2008

1.87

Clarified wording for conditions for 6103

April 11,
2008

1.88

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

Sean Stallings

April 17,
2008

1.89

Sean Stallings

April 21,
2008

1.90

Updated Module 6105, removed 3 second pause from message 85003,
broke message 85002 into two messages, 85002 and 85009.
Disabled barge-in for initial prompt, enabled for all other prompts.
Updated Module 6120, removed developer note stating that speech
and dtmf were disabled for this module.
Updated Module 6173, removed 4 second pause played after the
message.
Corrected reporting strings for Modules 6115, 6122
Updated DM6105 to add the [3 second pause] back into Retry 1 to
mirror ClaimStatus
Updated [1 sec silence] message numbers to be 1000, instead of
10000
Updated Module 6103, added conditional logic. If attestation flag is set
to 1, callers should not route to 6105.
Added entry to ‘go to’ field, callers exiting this module should have the
attestation flag should be set to 1.
Replaced message 85009 with 85003, since these messages had
duplicate wording.

Sean Stallings

May 6,
2008

VZB
Pause removed from message 85002 in DM 6105

Sean Stallings
VZB
Sean Stallings
VZB

1.91

ClaimStatus_v2.6.16

28 April 2010

VZB

Sean Stallings
VZB
Becky Stallings,
VzB

VZB

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May 23,
2008

1.92

September
04, 2008

2.0

September
25, 2008

2.1

October 13,
2008

2.2

October 20,
2008

2.2

Removed the barge-in settings for the Success prompts for DM6105.
The recognizer is no longer listening for a response, so barge-in is not
applicable at this point.
Highlighted Barge-in changes in pink.
BBN Findings Effort
1) Updated module 6105, updated retry 2, message 85004
2) Updated module 6175, updated retry 2, messages 85058
and 85059
3) Updated module 6185, updated retry 2 message 85104
4) Highlighted all BBN Findings changes in Green
Added Verizon Business proprietary statement to title page and all
page footers.

Becky Stallings,
VzB

Sean Stallings
VZB

Updated input parameters for modules 6110, 6140, 6170.

Sean Stallings

Agent Transfer:
Agent Transfer is actually being done in main menu. UI has been
updated to correctly document this.
1) Updated module 6200, now shows that callers route back to
Main Menu for Max Timeout/Retries and Agent Transfer.
2) Removed modules 6203, 6206, 6221, 6223, 6226. These
modules are duplicates of what is already documented in
Main Menu.
3) Updated module, 6154, this module now routes to module
6200 on the Max Timeout/ Retries condition.
4) Updated module 6160, 6185, 6190, these modules now route
to module 6200 on the Agent Request condition.
Updated DM 6140 for HC 4.0. Removed AppID host command per ‘As
Built’ configuration.

VZB

Kim Rothlis
VzB

December
3, 2008

2.3

January 27,
2009

2.4

Updated DM 6200, Agent Transfer, to reflect transfer to N8NN Main
Menu DM 1201.
Updated module 6200, ‘Agent Request’ condition now routes to N8NN
Main Menu, module 1220 NeedsAgentCheckAvailable.
Updated module 6211, added additional clarification to module
explanation. Note now states that callers will also come to 6211 for
Agent assistance. Updated ‘entering from’ field, added module 6154.
Updated module 6154, now shows as routing to module 6211
Updated Header

2.5

Implemented changes as recommended for Tuning 1.

Peter Modesto

DM 6102: Converted from a PlayPrompt to a DM so that we can warn
caller they need Claim Confirmation Number and ask if they have it on
hand. Allow callers responding positively to proceed, terminate call for
those without a Confirmation Number.

Nuance

February 5,
2009

Sean Stallings
VZB

DM 6182: remove distinction on ‘repeat’ between multi-claim and
single-claim lists.
DM 6185: add ‘repeat’ logic to the single-claim-end logic chain.
Changes are in blue.
February 6,
2009

2.6

Feb 10,
2009

2.6.1

Removed all highlights from previous efforts.
DM 6185: Changed ‘main menu’ DTMF option to ‘9’. Updated message
85106 to reflect this.
DM 6102:
• modify yes/no to ‘I have it’ / ‘I do not have it’ to enhance prompt
clarity.
• Make return to main menu an explicit option

Sean Stallings
VZB
Peter Modesto
Nuance

Changes are in green.

ClaimStatus_v2.6.16

28 April 2010

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2.6.2

Updated module 6102, added message numbers for all new prompts.

February
24, 2009

2.6.3

February
26, 2009

2.6.4

Updated module 6102, corrected message numbers for new prompts.
Set barge-in to ‘yes’ for timeout 2 and retry 2 prompts. Corrected
message 85001, removed extraneous ‘with’.
Updated module 6103, removed TVDC Flag = 1 condition, since this
flag is not being used. Updated ‘if attestation flag =1’ condition, now
routes to module 6110.
Updated 6110, ‘entering from’ field now shows entering from 6103.
Updated 6115, ‘entering from’ field no longer shows entering from
6103.
Updated module 6185, added message number 85133 to confirmation
prompt.

March 12,
2009

2.6.5

March 19,
2009

2.6.6

March 20,
2009

2.6.7

Added reporting tags to all modules.
Updated module 6185, corrected typo in message 85104. Added
‘Repeat That’ to vocabulary for ‘Repeat’ option—this resolves ticket
593896.
Updated module 6125, corrected wording for message 85011, added
missing ‘and’ back to the beginning of the message—this resolves
ticket 602923.
Updated module 6180, updated action for REQID 6180-CSReadStatus-Condition-Always, removed direction to play success
prompt —This resolves ticket 602938. Removed audio directions for
messages 85088 and 85089.
Updated module 6102, corrected typo in REQID’s.

March 25,
2009

2.6.8

Updated module 6102, corrected naming error in REQID’s.

March 31,
2009

2.6.9

Updated module 6102, changed reporting tag to reflect code.

2.6.10

Updated module 6102, updated reporting tag, now shows ‘DM’ instead
of ‘Msg”.

April 28,
2009

2.6.11

Sean Stallings

May 26,
2009

2.6.12

June 29,
2009

2.6.13

Updated section 2.1 Timeouts and Retries. Added prompting for
timeout global default.
Updated module 6160, added global default tag to timeout 1 and
timeout 2.
Corrected all reporting tags.
Removed all highlights/struck through text for previous releases.
Updated module 6102, ‘entering from’ now correctly shows N8NN
module 6000 instead of 1100.
Updated module 6122, corrected broken hyperlink to module 6135.
Updated module 6125, corrected broken hyperlink to module 6135.
Updated module 6135, corrected broken hyperlink to module 6125.
Updated module 6153, removed duplicate hyperlinks for module 6211.
Updated module 6171, removed duplicate hyperlinks for module 6211.
Updated module 6173, removed duplicate hyperlinks for module 6211.
Updated module 6174, removed duplicate hyperlinks for module 6211.
Updated module 6200, agent request now routes to module 1201.
Tuning 2 changes:
*6102-CS-Preamble-DM:
- Added “do not have it” as a synonym for “no”.

Nuance

February
20, 2009

April 17,
2009

Sean Stallings
VZB
Sean Stallings
VZB

Sean Stallings
VZB
Sean Stallings
VZB
Sean Stallings
VZB

Sean Stallings
VZB
Sean Stallings
VZB
Kim Rothlis
VzB
Sean Stallings
VZB

VZB
Sean Stallings
VZB

Ilana Rozanes

*6160-CS-GetConfNumber-DM:
- Added developer notes to indicate that params should be changed as
follows:

ClaimStatus_v2.6.16

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July 8,
2009

2.6.14

August 11,
2009

2.6.15

April 28,
2010

2.6.16

ClaimStatus_v2.6.16

*6185-CS-OneClaimEnd-DM:
- Changed Retry2 prompt so that it is the same as Timeout2 prompt
Updated the cover page to include the name of the effort (SARA 2
Tuning 2).
Updated DM 6185 to include in track changes, previous version of
wording for message #85104.
Misc:
-Updated wording in DM 6102, msg# 85153 to reflect audio recording
(SSA to Social Security Administration).
-Fixed various broken links.
-Added missing links:
DM 6153, Entering From section, missing link to DM 6110
DM 6180, Entering From section, missing link to DM 6185
SARA 2 OMB Attestation Revision:
Revised attestation wording in DM 6105, msg# 85002 per Change
Control requirements.

28 April 2010

Kim Rothlis
VzB
Kim Rothlis
VzB

Kim Rothlis, VzB

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Table of Contents
Chapter 1:

Introduction ......................................................................................................12
Developer Notes........................................................................................................................ 12

Chapter 2:

Global Behavior and General Info...................................................................13
2.1 Time-outs and Retries ............................................................................................................... 13
2.2 System Timeout ......................................................................................................................... 13
2.3 Privacy ......................................................................................................................................... 14
2.4 Global Commands and Global Prompts ............................................................................... 14

Chapter 3:

Detailed Dialog Specification ..........................................................................15
3.1 Call-Flow Tables ........................................................................................................................ 15
6102-CS-Preamble-DM ............................................................................................................ 15
6103 Check Null Condition ..................................................................................................... 17
6105-CS-Attestation-DM ......................................................................................................... 17
6110-CS-Ping-DB ...................................................................................................................... 18
6111-CS-PingUnavailableMM-DM ........................................................................................ 19
CS-Authentication ..................................................................................................................... 20
6115 Social Security Check Condition ................................................................................... 20
6120-CS-GetSSN-DM .............................................................................................................. 20
6122 Get DoB Check Condition ............................................................................................ 23
6125-CS-GetDOB-DM ............................................................................................................ 23
6135-CS-DBWait-Msg .............................................................................................................. 25
6140-CS-Authenticate-DB ....................................................................................................... 25
6145-CS-AuthSuccess-Msg ...................................................................................................... 27
6150-CS-AuthCannotMatch-Msg ........................................................................................... 27
6151-CS-AuthSystemProblems-Msg ...................................................................................... 28
6152-CS-AuthAcctBlocked-Msg ............................................................................................. 29
6153-CS-AuthSystemUnavailable-Msg .................................................................................. 30
6154-CS-AuthCannotProcess-Msg ......................................................................................... 30
6160-CS-GetConfNumber-DM .............................................................................................. 32
6170-CS-LookupConfNumber-DB........................................................................................ 34
6171-CS-ClaimSystemProblems-Msg..................................................................................... 38
6173-CS-ClaimSystemUnavailable-Msg ................................................................................. 39
6174-CS-ClaimCannotProcess-Msg ....................................................................................... 40
6175-CS-ReadNextClaimYN-DM .......................................................................................... 41
6180-CS-ReadStatus-Msg ......................................................................................................... 46
6182-CS-RepeatStatusYN-DM ............................................................................................... 51
6185-CS-OneClaimEnd-DM ................................................................................................... 52
6190-CS-MultiClaimEnd-DM ................................................................................................. 54
6200-GiveUpSendSomewhere-BC ......................................................................................... 58
6211-ForcedTransfer-BC ......................................................................................................... 59
6213-ForcedTransferToAgent-Msg........................................................................................ 60
6216-ForcedTransferNoAgents-Msg ..................................................................................... 60

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Chapter 1: Introduction
This document is one part of a set of documents that describe the user interface for the
Social Security Administration (SSA) N8NN SARA 2 application. This document describes
only the interaction for checking Claim Status. The call flow has passed through Call
Steering (in the N8NN application) before getting to this section.

Developer Notes
The following notes apply throughout this document.
1. For all recognition modules in this spec, the return string for coding is the string that
follows the last dash in the Option or Requirement ID name, excluding any trailing digits.
For example (from DM 6190):
Option or Req ID
(shown in the DM tables in this
spec)

Return string
(specified in the grammar)

6190-CS-MultiClaimEnd-ConditionRepeat1

Repeat

6190-CS-MultiClaimEnd-ConditionRepeat2

Repeat

6190-CS-MultiClaimEnd-ConditionNext1

6190-CS-MultiClaimEnd-ConditionNext2

6190-CS-MultiClaimEnd-ConditionPrevious1

6190-CS-MultiClaimEnd-ConditionPrevious2

6190-CS-MultiClaimEnd-ConditionOther

Other

2. For each DM that contains a Help prompt in this spec, the grammar will provide a “help”
return string. When help is returned, the app should play the DM-specific Help prompt
and wait for a response.
Speech Science note: For the “Help” option, the grammar should include the
phrase “more information.” The grammar should not include the word “help” itself because
it can often be a false attractor.

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Chapter 2: Global Behavior and General Info
2.1

Time-outs and Retries
Retry prompts are specified in the DialogModule tables, and they are preceded by the
appropriate apology prompt.
Message Number

retry 1

110

Message Number

upon rejection of
speech

apology_re1

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

upon confirmation

apology_re1
_

My mistake.

upon rejection of
speech

apology_re2

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

upon confirmation

apology_re2
_

My mistake again.

upon no input

apology_re1

I’m sorry, I didn’t hear anything.

upon confirmation

apology_re1
_

My mistake.

upon no input

apology_re2

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

upon confirmation

apology_re2
_

My mistake again.

[…]

111
Message Number

retry 2

112
Message Number
113
Message Number

Timeout 1

132
Message Number
111
Message Number

Timeout 2

133
Message Number
113
excess retries

Note that Timeout prefixes for the collection phase (rejection of speech) are included as part
of the Timeout prompts in each DM, whereas Timeout prefixes for the confirmation phase are
usually not specified in the DM tables.
When a caller reaches Max Timeout or Max Retry, the callflow should go to 6200GiveUpSendSomewhere-BC

2.2

System Timeout
In addition to the regular timeouts, there is also a global System Timeout, set to a specific
number of minutes. The prompting and logic for this condition is specified in the N8NN
user interface specification.

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2.3

Privacy
The following information is considered confidential; SSN, Date of Birth. The confidential
flag should be set to true for all dialog modules collecting this information from the caller.

2.4

Global Commands and Global Prompts
Global prompts, grammar, and logic are specified in the N8NN user interface specification.

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Chapter 3: Detailed Dialog Specification
3.1

Call-Flow Tables

6102-CS-Preamble-DM
Custom Context DialogModule™
Caller requested Claim Status at the Speak Freely main menu.

Entering from
6000-ClaimStatusOptions-DM in the N8NN UI spec.

Prompts
Message Number
85001

Type / Name

Condition

Wording

Barge-in

6102-CSPreamblePrompt-Initial-1

always

Okay, claim status. By the way, if you filed your
claim just a few days ago, it might not be available
yet, and you might want to wait a few days and call
back. If you filed your claim more than 5 days ago,
we can go ahead and check the status.

Before we begin, let’s make certain you have all the
information you’ll need to find your claim status.
Claims are identified by an 8-digit Confirmation
Number. If you submitted your claim at a Social
Security office, the confirmation number is printed on
your application. If you submitted your claim online,
the website would have displayed your confirmation
number for you.
85147

6102-CSPreamblePrompt-Initial-2

always

If you have your confirmation number on hand now,
say ‘I have it’. If you don’t have your confirmation
number, you can say ‘no’ or ‘I do NOT have it’ or just
hang up and call us back once you’ve located it. If
you’ve come to the wrong place, you can say ‘main
menu’ to do something else.

Yes

85148

6102-CSPreamblePrompt-Retry-1

always

[Global Default] Please say ‘I have it’ or press 1 if
you have your claim confirmation number.
Otherwise, say ‘I do not have it’ or press 2 if you do
not know your confirmation number. If you’d like to
return to the main menu say ‘Main menu’ or press 9.

Yes

85149

6102-CSPreamblePrompt-Retry-2

always

[Global Default] ] Please press 1 on your telephone
keypad if you have your claim confirmation number.
Otherwise, say ‘no’ or press 2 if you do not know
your confirmation number.

Yes

6102-CSPreamblePromptTimeout-1

always

You can also press 9 to return to the main menu.
85150

ClaimStatus_v2.6.16

Sorry, I didn’t hear anything.

Yes

Please say ‘I have it’ or press 1 if you have your
claim confirmation number. Otherwise, say ‘I do not
have it’ or press 2 if you do not know your
confirmation number. If you’d like to return to the
main menu say ‘Main menu’ or press 9.

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85151

6102-CSPreamblePromptTimeout-2

always

6102-CSPreamblePrompt-Help

always

Yes

I’m sorry, but I still didn’t hear anything.
Please press 1 on your telephone keypad if you
have your claim confirmation number. Otherwise,
press 2 if you do not know your confirmation
number.
You can also press 9 to return to the main menu.

85152

A claim for benefits from the social security
administration can be submitted in person or online.
If you submitted your claim at a Social Security
office, the confirmation number is printed on your
application. If you submitted your claim online, the
website would have displayed your confirmation
number for you.

Yes

If you have your confirmation number on hand now,
say ‘I have it’, or press 1. If you don’t have your
confirmation number, you can say ‘I do NOT have it’,
press 2 or just hang up and call us back once you’ve
located it.
You can also press 9 to return to the main menu.
121

6102-CSPreamblePromptSuccessYes

If ‘I have it

Okay.

Yes

85153

6102-CSPreamblePromptSuccessNo

If ‘I do NOT have
it’

Thank you for calling the Social Security
Administration. Please call back once you have
located your claim Confirmation Number.

Yes

Option

Vocabulary

DTMF

6102-CS- Preamble-Option-Yes

[Yes] I have it

Action

Confirm.

Play appropriate success prompt

Never

Go to 6103 Check Null Condition
6102-CS- Preamble-Option-No

[No] I do NOT
have it

Play appropriate success prompt

Never

Terminate call

Do not have it

DialogModule parameters
Parameter

Value

Reporting
0000 = Success
Record = U-

RECL

-DM_6102-(Call Duration at start),T-RECL-

0001 = Error
0002 = Max No Input

-Call duration
at process
end

0003 = Max No Match
0200 = Caller Hang Up
Speech Science Notes
No Barge-in.
Main menu and all other global commands are in effect here.
The reporting tag for this DM reflects a non-standard naming convention for a DM. It continues to reflect the module in its original
state as a message. This configuration does not impact how the module is reported.

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6103 Check Null Condition

Entering from
6102-CS-Preamble-Msg

Condition

Action

If TVDC items else and
Attestation Flag =0

Go to: 6105-CS-Attestation-DM

If TVDC items else and
Attestation Flag =1

Go to: 6110-CS-Ping-DB

V-RECL-ATT_1-(duration),T-RECL-0000-(duration)

6105-CS-Attestation-DM
Custom Context DialogModule™
All callers must answer this before getting Claim Status.

Entering from
6103 Check Null Condition

Prompts
Message Number
85002

Type / Name
6105-CSAttestationPrompt-Initial-1

Condition

Wording

Barge-in

Social Security is allowed to collect this information
under the Social Security Act. This information
collection meets the requirements of the Paperwork
Reduction Act under O.M.B. number zero, nine, six,
zero, zero, seven, six, three. We estimate that it will
take about 2 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.
85003

6105-CSAttestationPrompt-Initial-2

If you are the individual to whom the claim status
information applies, say yes or press 1. If you do
*not* wish to continue, please say ‘no’ or simply
hang up.

Yes

85003

6105-CSAttestationPrompt-Retry1

[ Global Default] If you are the individual to whom
the claim status information applies, say yes or
press 1. If you do *not* wish to continue, please say
‘no’ or simply hang up.

Yes

85004

6105-CSAttestationPrompt-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 are the individual to whom the claim status
information applies, press one, If you do *not* wish
to continue, please press two, or simply hang up.

Yes

85005

6105-CSAttestationPromptTimeout1

Sorry, I didn’t hear anything. If you are the individual
to whom the claim status information applies, please
say ‘yes’ or press 1. Otherwise say ‘no’ or press 2 - or you can simply hang up.

Yes

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85006

6105-CSAttestationPromptTimeout2

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. If you are the individual to
whom the claim status information applies, please
say ‘yes’ or press 1. Otherwise say ‘no’ or press 2 -or you can simply hang up.

Yes

85007

6105-CSAttestationPrompt-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. If you are the individual to
whom the claim status information applies, please
say ‘yes’ or press 1. Otherwise say ‘no’ or press 2 -or just hang up.

Yes

00122

6105-CSAttestationPromptSuccess-1

If “yes”

Thanks.

N/A

85145

6105-CSAttestationPromptSuccess-2

If “no”

Thank you for calling Social Security. Goodbye.

N/A

Option

Vocabulary

DTMF

6105-CS-Attestation-Option-Yes

yes, yes I am

Action

Confirm.

Play appropriate success prompt

Never

Set Attestation Flag to 1
Go to 6110-CS-Ping-DB
6105-CS-Attestation-Option-No

no, no I’m not

Never

Play appropriate success prompt
Terminate call

DialogModule parameters
Parameter

Value

Reporting
0000 = Success
Record = U-

RECL

-DM_6105-(Call Duration at start),T-RECL-

0001 = Error
0002 = Max No Input

-Call duration
at process
end

0003 = Max No Match
0200 = Caller Hang Up
Speech Science Notes
Set a low probability for “no” to avoid false acceptances. Most callers will say “yes”.

6110-CS-Ping-DB
Database Query
Ping the system to ensure the back end is available and ready to take requests.
The Conditions and Actions in this module are from SSA email from L. Moore dated 9/19.

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Entering from
6103 Check Null Condition, 6105-CS-Attestation-DM

Input Field

Value

Description/ Length

func
requestId

SSATKCSHC,
SSATKCSDEV,
SSATKCSVAL,
SSATKCSINT1,
SSATKCSINT2
PING
numeric

Output Field

Description

verification status

success or failure

sid

service id

function code
10

Req ID

Condition

Action

6110-CS-Ping-Condition-Success

IF success

Go to: 6115 Social Security Check Condition

(i.e., = 0000)

6110-CS-Ping-Condition-SysProblems

Else if = 0151 or 7777

Go to: 6111-CS-PingUnavailableMM-DM

6110-CS-Ping-ConditionSysUnavailable

Else if = 0152

Go to: 6153-CS-AuthSystemUnavailable-Msg

6110-CS-Ping-Condition-OtherIssue

Else if = 9999 or Other

Go to: 6151-CS-AuthSystemProblems-Msg

Reporting
0000 = Success
Record = D-

RECL

-HDB_6110-(Call Duration at start),T-RECL-

0001 = System Error
0408 = Resource Not
Available

-Call duration at
process end

0503 = Not Valid Data
0004 = Caller Hang Up
Developer Notes

6111-CS-PingUnavailableMM-DM
CustomContext DialogModule™
This DM is used for certain conditions returned in 6110-CS-Ping-DB. The caller does not reach an agent; they can either
request the Main Menu or hang up.

Entering from
6110-CS-Ping-DB

Prompts
Msg. Number

Type / Name

Wording

85140

6111-CSPingUnavailable
MM-Initial-1

Due to system problems, we are unable to process your request at this time. If you’d like to
return to the main menu, say “main menu” or press 9. Or, if you’d like to end this call, feel free
to hang up.

Req ID

Vocabulary

DTMF

6111-CS-PingUnavailableMMCondition-MM

“Main Menu”

ClaimStatus_v2.6.16

Action

Confirm.

Go to Main Menu in N8NN

never

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6111-CS-PingUnavailableMMCondition-Retry

Upon first retry or timeout, play the Initial-1 prompt
again.

never

Upon second retry or timeout, disconnect call.

DialogModule parameters
Parameter

Value

Reporting
0000 = Success
Record = U-

RECL

-HDB_6111-(Call Duration at start),T-RECL-

0001 = Error
0002 = Max No Input

-Call duration at
process end

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

CS-Authentication
6115 Social Security Check Condition

Entering from
6110-CS-Ping-DB

Condition

Action

If SSN = null

Go to: 6120-CS-GetSSN-DM

If SSN else

Report V Transaction per module note, Go to: 6122 Get DoB Check Condition

Module Notes

V-RECL-SSN_1-(duration),T-RECL-0000-(duration)

6120-CS-GetSSN-DM
Social Security DialogModule™
Get the caller's Social Security Number

Entering from
6115 Social Security Check Condition

Prompts
Msg. Number

Name/Type

Wording

85146

6120-CSGetSSNPrompt-Initial-1

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

82145

6120-CSGetSSNPrompt-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.

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50203

6120-CSGetSSNPrompt-Retry2

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

50204

6120-CSGetSSNPromptTimeout1

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

82146

6120-CSGetSSNPromptTimeout2

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. Or you
can enter it using your telephone keypad.

82147

6120-CSGetSSNPrompt-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 sixtyseven or eighty-nine. You can also enter it using your telephone keypad. Please say or enter
your Social Security Number now.

Option

Vocabulary

DTMF

Action

Confirm.

6120-CS-GetSSN-Option-SSN

Always

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

Confirmation prompts
Message Number

Name

Wording

Result

85017

6120-CS-GetSSNConfPrompt-SSN1

That was:

That was 123-45-6789, correct?

CPR

123–45–6789

00119

6120-CS-GetSSNConfPrompt-SSN2

...is that correct?

82148

6120-CS-GetSSNConfPrompt-SSN3

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

Okay, now I think I’ve got it right. Your social
security number is: 123-45-6789. Is that right?

CPR

123–45–6789

50209

6120-CS-GetSSNConfPrompt-SSN4

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

6120-CS-GetSSNConfPromptSSNretry

I think you said . Is that
correct?

6120-CS-GetSSNConfPromptSSNtimeout

I think you said . Is that
correct?

00119
00118
00119

Confirmation Option

Vocabulary

6120-CS-GetSSN-ConfOption-Yes

“Yes [it is]”

DTMF

Action

Confirm.

Go to: 6122 Get DoB Check Condition

Never

Re-enter Dialog Module per default
behavior

Never

“[Yes] that's right”
“Right”
“[That's] correct”
6120-CS-GetSSN-ConfOption-No

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

DialogModule parameters
Parameter

Value

6120-CS-GetSSN-Parameter
after_end_of_speech_timeout (incompletetimeout)

ClaimStatus_v2.6.16

2500 msec

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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

Reporting
0000 = Success
Record = U-

RECL

-DM_6120-(Call Duration at start),T-RECL-

0001 = Error
0002 = Max No Input

-Call duration at
process end

0003 = Max No Match
0200 = Caller Hang Up
Developer Notes
The parameter values above are taken from 5020-GetSSNumber-SSN in the KBA spec. These are the latest ones we have on
record. Please validate these against the ones that you have in the deployed code.
(The following notes are based on 5020-GetSSNumber-SSN in KBA spec)
• 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

Set Confidential Flag to TRUE

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6122 Get DoB Check Condition

Entering from
6115 Social Security Check Condition, 6120-CS-GetSSN-DM

Condition

Action

If DoB = null

Go to: 6125-CS-GetDOB-DM

If DoB else

Report V Transaction per module note, Go to: 6135-CS-DBWait-Msg

Module Notes
V-RECL-DoB_1-(duration),T- RECL-0000-(duration)

6125-CS-GetDOB-DM
Date DialogModule™
(Based on 5130-GetDOB-Date in KBA spec)
Get the caller's Date Of Birth

Entering from
6122 Get DoB Check Condition

Prompts
Message Number

Name

Wording

85011

6125-CSGetDOBPrompt-Initial-1

And what’s your date of birth, for example, “June 10th, 1940.”

85012

6125-CSGetDOBPrompt-Retry1

[ Global Default] Try saying the month followed by the date and then the year you were
born, for example May fifth, 1937. Or you can enter it on your telephone keypad using 2
digits for the month, 2 digits for the day, and four digits for the year.

85013

6125-CSGetDOBPrompt-Retry2

[ Global Default] Just say the month followed by the date and then the year you were
born. For example July fourth, 1976. Or you can enter it on your telephone keypad using
2 digits for the month, 2 digits for the day, and four digits for the year.

85014

6125-CSGetDOBPromptTimeout1

Sorry, I didn’t hear you. Please tell me your birth date.. For example, you could say May
fifth, 1937. Or you can enter it on your telephone keypad using 2 digits for the month, 2
digits for the day, and four digits for the year.

85015

6125-CSGetDOBPromptTimeout2

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. Or you can enter it on your telephone
keypad using 2 digits for the month, 2 digits for the day, and four digits for the year.

00122

6125-CSGetDOBPromptSuccess-1

Thanks

Option

Vocabulary

6125-CS-GetDOBOption-Date

ClaimStatus_v2.6.16

DTMF
<...>

Action

Confirm.

Go to: 6135-CS-DBWait-Msg

Always

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Confirmation prompts
Message Number

Name

Wording

51308

6125-CS-GetDOBConfPrompt-Date1

Okay, so that’s:

CPR

January 12 1931

50209

6125-CS-GetDOBConfPrompt-Date2

Is that right?

Okay, so that’s: . Is that
right?

51310

6125-CS-GetDOBConfPromptDateRetry

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

6125-CS-GetDOBConfPromptDateTimeout

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

6125-CS-GetDOB-ConfOption-Yes

“Yes [it is]”

Result

DTMF
1

“[Yes] that's right”

Action

Confirm.

Play appropriate success prompt.

Never

Go to: 6135-CS-DBWait-Msg

“Right”
“[That's] correct”
6125-CS-GetDOB-ConfOption-No

“No [it isn't]”

Re-enter Dialog Module per default
behavior

“[No] that's not right”

Never

DialogModule parameters
Parameter

Value

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

Reporting
0000 = Success
Record = U-

RECL

-DM_6125-(Call Duration at start),T-RECL-

0001 = Error
0002 = Max No Input

-Call duration
at process
end

0003 = Max No Match
0200 = Caller Hang Up

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Developer notes
The parameter values above are taken from 5130-GetDOB-Date in the KBA spec. These are the latest ones we have on record.
Please validate these against the ones that you have in the deployed code.
Remove all global grammars for this DM.
(The following notes are based on 5130-GetDOB-Date in KBA spec)
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

Set Confidential Flag to TRUE

6135-CS-DBWait-Msg
Play Prompt
(Based on 5220-CheckingNow-Msg in KBA spec)
Tell the caller there may be a short delay while we check the information they gave us.

Entering from
6125-CS-GetDOB-DM, 6122 Get DoB Check Condition

Prompts
Msg. Number

Name

Wording

52201

6135-CS-DBWaitPrompt-1

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

Req ID

Condition

Action

6135-CS-DBWait-Condition-Always

Always

Go to: 6140-CS-Authenticate-DB

Reporting
0000 = Success
Record = U-

RECL

-Msg_6135-(Call Duration at start),T-RECL-

0001 = Error
0200 = Caller Hang Up

-Call duration
at process
end

Developer notes
No barge-in
set test data to V-COAD-SSN_1-(duration), T-COAD-0000-(duration)

6140-CS-Authenticate-DB
Database Query
(Based on 5230-QueryKB-DB in KBA spec)
Check the Knowledge Base database.

Entering from
6135-CS-DBWait-Msg

Input Field

Value

Description/Length

sid

SSATKCSHC,
SSATKCSDEV,
SSATKCSVAL,
SSATKCSINT1,
SSATKCSINT2

service id

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func

AUTH

function code

requestId

numeric

ssn

numeric

dobMonth

01 -12

dobDay

01-31

dobYear

CCYY

ani

numeric

Output Field

Description

verification status

success or failure

Req ID

Condition

Action

6140-CS-Authenticate-Condition-Success

IF success

Go to: 6145-CS-AuthSuccess-Msg

(i.e., = 0000)
6140-CS-Authenticate-Condition-SysProblems

Else if = 0151 or
7777

Go to: 6151-CS-AuthSystemProblems-Msg

6140-CS-Authenticate-Condition-SysUnavailable

Else if = 0152

Go to: 6153-CS-AuthSystemUnavailable-Msg

6140-CS-Authenticate-Condition-AcctBlocked

Else if = 0508

Go to: 6152-CS-AuthAcctBlocked-Msg

6140-CS-Authenticate-Condition-NoMatch

Else if = 0108

Go to: 6150-CS-AuthCannotMatch-Msg

6140-CS-Authenticate-Condition-OtherIssue

Else if = 9999 or
Other

Go to: 6154-CS-AuthCannotProcess-Msg

Reporting
0000 = Success
Record = D-

RECL

-HDB_6140-(Call Duration at start),T-RECL-

0001 = System Error
0408 = Resource Not
Available

-Call duration
at process
end

0503 = Not Valid Data
0004 = Caller Hang Up
Developer Notes

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6145-CS-AuthSuccess-Msg
Play Prompt
(Based on 5250-SaySuccess-Msg in KBA spec)
Tell caller they've been verified.

Entering from
6140-CS-Authenticate-DB

Prompts
Msg. Number

Name

Wording

52501

6145-CSAuthSuccessPrompt-1

OK, everything checks out.

Req ID

Condition

Action

6145-CS-AuthSuccess-Condition-Always

Always

Go to: 6160-CS-GetConfNumber-DM

Reporting
0000 = Success
Record = U-

RECL

-Msg_6145-(Call Duration at start),T-RECL-

0001 = Error
0200 = Caller Hang Up

-Call duration
at process
end

Developer notes
No barge-in

6150-CS-AuthCannotMatch-Msg
Play Prompt
(Based on 5260-SayFailure-Msg in KBA spec)
= 0108 during Authentication.

Entering from
6140-CS-Authenticate-DB

Prompts
Msg. Number

Name

Wording

85018

6150-CSAuthCannotMatchPrompt-1

Sorry, we cannot match the information that you provided.

Req ID

Condition

Action

6150-CS-AuthCannotMatch-Condition-Always

Always

Go to: 6211-ForcedTransfer-BC

Reporting
0000 = Success
Record = U-

RECL

-Msg_6150-(Call Duration at start),T-RECL-

0001 = Error
0200 = Caller Hang Up

-Call duration
at process
end

Developer notes
No barge-in
This prompt is based on Message 9052 in email from C. Walton, August 16, 2007. Per C. Walton’s instructions, the prompt wording
that describes the system problem has been kept the same, while the end-of-prompt navigation instructions have been edited to fit
this application

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6151-CS-AuthSystemProblems-Msg
Play Prompt
Return code 0151 or 7777 during Authentication or other codes in Ping.

Entering from
6110-CS-Ping-DB, 6140-CS-Authenticate-DB

Prompts
Message Number
85019

Type / Name

Wording

6151-CSAuthSystemProblems
-Prompt-1

Due to system problems, we are unable to process your request at this time.

Req ID

Action

6151-CS-AuthSystemProblems-Condition-Always

Always

Go to: 6211-ForcedTransfer-BC

Reporting
0000 = Success
Record = U-

RECL

-Msg_6151-(Call Duration at start),T-RECL-

0001 = Error
0200 = Caller Hang Up

-Call duration
at process
end

Developer notes
No barge-in
This prompt is the same as Message 9054 in email from C. Walton, August 16, 2007. Per C. Walton’s instructions, the prompt
wording that describes the system problem has been kept the same, while the end-of-prompt navigation instructions have been
edited to fit this application

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6152-CS-AuthAcctBlocked-Msg
Play Prompt
(Based on 5270-AccountBlocked-Msg in KBA spec)
Return Code 0508 during authentication

Entering from
6140-CS-Authenticate-DB

Prompts
Message Number

Name

Wording

85020

6152-CSAuthAcctBlockedPrompt-1

If the information you gave us is correct, we’re sorry but this service is not
available to you. If the information you gave is correct and you are currently
receiving benefits, online and telephone access to your account may be blocked.

Req ID

Condition

Action

6152-CS-AuthAcctBlocked-Condition-Always

Always

Go to: 6211-ForcedTransfer-BC

Reporting

0000 = Success
Record = U-

RECL

-Msg_6152-(Call Duration at start),T-RECL-

0001 = Error
0200 = Caller Hang Up

-Call duration
at process
end

Developer notes
No barge-in
This prompt is based on Message 9019 in email from C. Walton, August 16, 2007. Per C. Walton’s instructions, the prompt wording
that describes the system problem has been kept the same, while the end-of-prompt navigation instructions have been edited to fit
this application.

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6153-CS-AuthSystemUnavailable-Msg
Play Prompt
Return code 0152 during Authentication

Entering from
6140-CS-Authenticate-DB, 6110-CS-Ping-DB

Prompts
Message Number
85021

Type / Name

Wording

6153-CSAuthSystemUnavailab
le-Prompt-1

I'm sorry, but the system is unavailable at this time.

Req ID

Action

6153-CS-AuthSystemUnavailable-Condition-Always

Always

Go to: 6211-ForcedTransfer-BC

Reporting

0000 = Success
Record = U-

RECL

-Msg_6153-(Call Duration at start),T-RECL-

0001 = Error
0200 = Caller Hang Up

-Call duration
at process
end

Developer notes
No barge-in
This prompt is based on Message 9051 in email from C. Walton, August 16, 2007. Per C. Walton’s instructions, the prompt wording
that describes the system problem has been kept the same, while the end-of-prompt navigation instructions have been edited to fit
this application

6154-CS-AuthCannotProcess-Msg
Play Prompt
= 9999 or Other during Authentication. This state tells the caller we cannot process their request.

Entering from
6140-CS-Authenticate-DB

Prompts
Message Numbers
85022

Type / Name

Wording

6154-CSAuthCannotProcessPrompt-1

We’re sorry, we are unable to process your request.

Req ID

Action

6154-CS-AuthCannotProcess-Condition-Always

Always

Go to: 6211-ForcedTransfer-BC

Reporting
0000 = Success
Record = U-

RECL

-Msg_6154-(Call Duration at start),T-RECL-

0001 = Error
0200 = Caller Hang Up

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-Call duration
at process
end

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Developer notes
No barge-in
This prompt is based on Message 9008 in email from C. Walton, August 16, 2007. Per C. Walton’s instructions, the prompt wording
that describes the system problem has been kept the same, while the end-of-prompt navigation instructions have been edited to fit
this application

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6160-CS-GetConfNumber-DM
Digits DialogModule™
This module asks for the caller’s confirmation number

Entering from
6145-CS-AuthSuccess-Msg

Prompts
Message Number

Type / Name

Wording

85023

6160-CSGetConfNumberPrompt-Initial-1

Now, let’s look up your claim.

250

250 ms. silence

85024

6160-CSGetConfNumberPrompt-Initial-2

When you first submitted your claim, you should have received an 8-digit confirmation
number. Please say or enter your confirmation number, or say “I don’t have it.”

85025

6160-CSGetConfNumberPrompt-Retry1

[Global Default] Please say or enter the 8-digit confirmation number for the claim you
submitted, or say “I don’t have it”.

85026

6160-CSGetConfNumberPrompt-Retry2

[Global Default] If you submitted your claim at a Social Security office, the
confirmation number is printed on your application. If you submitted your claim
online, the website would have displayed your confirmation number for you. So, go
ahead and say or enter your 8-digit confirmation number, or say “I don’t have it”.

85027

6160-CSGetConfNumberPrompt-Timeout1

[Global Default] Please say or enter the 8-digit confirmation number for the claim you
submitted, or say “I don’t have it”.

85028

6160-CSGetConfNumberPrompt-Timeout2

85029

6160-CSGetConfNumberPrompt-Help

If you submitted your claim at a Social Security office, the confirmation number is
printed on your application. If you submitted your claim online, the website would
have displayed your confirmation number for you. If you don’t have the number
handy, it’s ok to hang up now, and then call back later when you have the number
with you. If you don’t have a confirmation number at all, just say, “I don’t have it.”
Otherwise, go ahead and say or enter your 8-digit confirmation number now.

85030

6160-CSGetConfNumberPrompt-Success-1

Play this prompt
after caller confirms
“yes”

Good, let me check on that claim -- just a moment.

DTMF

Option

Vocabulary

6160-CS-GetConfNumber-OptionConfNum

Any 8-digit string
Allow prefix phrases including
these and others as needed:

Action

Confirm.

<8
digits
>

Always

Go to: 6200GiveUpSendSomewhere-BC,
condition Agent Request.

If necessary

[yes | ok | alright] [it is |
confirmation number ]
6160-CS-GetConfNumber-OptionDontHave

I don’t have it
I didn’t get one
and variations as needed

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Confirmation prompts
Message Number

Name

Wording

82024

6160-CSGetConfNumbe
r-ConfPromptConfNum1

I heard:

I heard: . is that right?

CPR

1234-5678

50209

6160-CSGetConfNumbe
r-ConfPromptConfNum2

Is that right?

85031

6160-CSGetConfNumbe
r-ConfPromptDontHave

You don’t have your confirmation number, is
that right?

Confirmation Option

Vocabulary

6160-CS-GetConfNumber-ConfOptionYes

“Yes [it is]”

Result

DTMF

“[Yes] that's right”

Action

Confirm.

Play appropriate Success prompt
above.

Never

Go to: 6170-CS-LookupConfNumberDB

“Right”
“[That's] correct”
6160-CS-GetConfNumber-ConfOptionNo

“No [it isn't]” “No it’s
not”

Re-enter Dialog Module per default
behavior

Never

“[No] that's not right”

DialogModule parameters
Parameter

Value

Reporting
0000 = Success
Record = U-

RECL

-DM_6160-(Call Duration at start),T-RECL-

0001 = Error
0002 = Max No Input

-Call duration at
process end

0003 = Max No Match
0200 = Caller Hang Up
Developer Notes
As of v.2.6.13 (Tuning 2), modified params as follows:

expr="'2200ms'"/>

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6170-CS-LookupConfNumber-DB
Database Query
This is a database query to retrieve the claim(s) associated with the caller’s confirmation number. There can be up to 3
associated claims found, but it is most common to have just one.

Entering from
6160-CS-GetConfNumber-DM

Input Field

Value

Description/Length

sid

service id

func

SSATKCSHC,
SSATKCSDEV,
SSATKCSVAL,
SSATKCSINT1,
SSATKCSINT2
INFO

requestId
confNumber

numeric
numeric

10
8

ani
jsessionid

numeric
alphanumeric string

10
100

pd-h-session-id
pd_stateful

alphanumeric string
alphanumeric string

100
100

pd-id
Output Field

alphanumeric string
4000
Description (From SSA Data Exchange Document -- See Developer Notes)

function code

Required

2 characters

Required

1 character

10 (Retirement Benefits)
11 (Hospital Insurance Only)
20 (Disability Benefits)
31 (Widow’s or Widower’s Insurance Benefits)
32 (Mother’s or Father’s Benefits)
33 (Child’s Insurance Benefits – Survivor)
34 (Parent’s Benefits)
36 (Widow’s or Widower’s Insurance Benefits)
41 (Wife’s or Husband’s Insurance Benefits)
42 (Spouse With Child in Care Benefits)
43 (Child’s Insurance Benefits – Life)
46 (Wife’s or Husband’s Insurance Benefits)
47 (Widow’s or Widower’s Insurance Benefit)
48 (Childhood Disability Benefits)
49 (Student Benefits)
50 (Hospital Insurance)
60 (Lump Sum Death Payments)
70 (Benefits at Age 72 for Uninsured Individuals)
80 (Health Insurance Benefits Under Medicare for
Individuals with Chronic Renal Disease)
A (Adjudicated)
P (Pending)

Optional

1 character

Y (if issues pending other than ,
, , or )

Optional

8 characters

MMDDYYYY
The Disability Determination Service in your state is
processing the medical portion of your claim.

Optional

8 characters

MMDDYYYY
As of today’s date, a decision has not been made on your
reconsideration request.

Optional

8 characters

MMDDYYYY
As of today’s date, a decision has not been made on your
request for Federal Reviewing Official Review.

Optional

ClaimStatus_v2.6.16

8 characters

MMDDYYYY

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As of today’s date, the Office of Disability Adjudication and
Review has not made a decision on your appeal request.

Optional

8 characters

MMDDYYYY
Proof of age pending.

Optional

8 characters
MMDDYYYY

(Keep this spelling?? This
spelling is from the SSA Data
Exchange Document v1.2,
section 5.7.2)

Amended application pending.

Optional

8 characters

MMDDYYYY
Proof of citizenship pending.

Optional

8 characters

MMDDYYYY
Proof of number holder name change pending.

Optional

8 characters

MMDDYYYY
Proof of claimant name change pending.

Optional

8 characters

Optional

8 characters

MMDDYYYY
Proof of earnings pending.
MMDDYYYY
Proof of lawful presence pending.

Optional

8 characters

MMDDYYYY
Proof of marriage pending.

Optional

8 characters

MMDDYYYY
Proof of military service pending.

Optional

8 characters

MMDDYYYY
Proof of special wages pending.

Optional

8 characters

MMDDYYYY

8 characters

MMDDYYYY

Proof of death pending.

Optional

Proof of relationship pending.

Optional

8 characters

MMDDYYYY
Proof that you provided at least one-half support to your
parents pending.

Optional

8 characters

MMDDYYYY
Proof of End Stage Renal Disease pending.

Optional

8 characters

MMDDYYYY
Proof of full-time school attendance pending.

Optional

8 characters

MMDDYYYY
Proof of attorney representation pending.

Optional

8 characters

MMDDYYYY
Application for benefits under a U.S. International Social
Security agreement pending.

Optional

8 characters

MMDDYYYY
Request for hearing pending.

Optional

8 characters

MMDDYYYY
Request for reconsideration pending.

Optional

8 characters

MMDDYYYY
Proof of good cause for filing late appeal request pending.

Optional

8 characters

MMDDYYYY
Medical information for your reconsideration request (Form
SSA-3441) pending.

Optional

8 characters

MMDDYYYY
Medical information for your hearing request (Form SSA-

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3441) pending.

Optional

8 characters

MMDDYYYY
Request for Federal Reviewing Official Review pending.

Optional

See Developer Notes below for notes on remaining fields

Req ID

Condition

Action

6170-CS-LookupConfNumber-Condition-OneClaim

IF success (ie “
= 0000”)

Set = ‘no’
Set = 1

AND
If claim status for exactly 1 claim
is returned

Set = 1

I.e., is returned.

(The above are dialog variables, which will be
used for callflow logic.)

AND

Go to: 6180-CS-ReadStatus-Msg

and
are NOT
returned)
6170-CS-LookupConfNumber-Condition-TwoClaims

Else if success (ie
“ = 0000”)

Set = ‘no’
Set = 2

AND
Claim status for 2 claims is
returned

Set = 1

I.e., is returned

(The above are dialog variables, which will be
used for callflow logic.)

AND

Go to: 6175-CS-ReadNextClaimYN-DM

is returned
AND is NOT
returned
6170-CS-LookupConfNumber-ConditionThreeClaims

Else if success (ie
“ = 0000”)

Set = ‘no’
Set = 3

AND
Claim status for 3 claims is
returned

Set = 1

I.e., is returned
AND
is returned
6170-CS-LookupConfNumber-ConditionSysProblems

Else if = 0151 or
7777

Go to: 6171-CS-ClaimSystemProblems-Msg

6170-CS-LookupConfNumber-ConditionSysUnavailable

Else if = 0152

Go to: 6173-CS-ClaimSystemUnavailable-Msg

6170-CS-LookupConfNumber-Condition-OtherIssue

Else if = 9999 or
Other

Go to: 6174-CS-ClaimCannotProcess-Msg

Reporting
0000 = Success
Record = D-

RECL

-HDB_6170-(Call Duration at start),T-RECL-

-Call duration
at process
end
0001 = System Error

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0408 = Resource Not
Available
0503 = Not Valid Data
0004 = Caller Hang Up
Developer Notes
The output fields are from the TKCS_Data_Exchange_Protocol.doc, v1.2, section 5.7.2, provided by SSA. The Data Exchange
document (DED) is subject to future change by SSA; however, the information in this UI spec is based on v1.2 of the DED.
The “Output Fields” listed above all have names ending in “1”. These all refer to the first or only claim retrieved for this confirmation
number.
If 2 claims are returned for this confirmation number, there will also be output fields named , , etc. -the same long list of fields that were returned for Claim 1.
If 3 claims are returned, there will also be output fields named , , etc. -- the same long list of fields.
The values in the table above will be used for reading out claim types, status, and dates in DMs 6175 and 6180.

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6171-CS-ClaimSystemProblems-Msg
Play Prompt
Return code 0151 or 7777 when looking up confirmation number.

Entering from
6170-CS-LookupConfNumber-DB

Prompts
Message Number
82121

Type / Name

Wording

6171-CSClaimSystemProblem
s-Prompt-1

Due to system problems, we are unable to process your request at this time.

Req ID

Action

6171-CS-ClaimSystemProblems-Condition-Always

Always

Go to: 6211-ForcedTransfer-BC

Reporting
0000 = Success
Record = U-

RECL

-Msg_6171-(Call Duration at start),T-RECL-

0001 = Error
0200 = Caller Hang Up

-Call duration
at process
end

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6173-CS-ClaimSystemUnavailable-Msg
Play Prompt
Return code 0152 when looking up confirmation number.

Entering from
6170-CS-LookupConfNumber-DB

Prompts
Message Number
82122

Type / Name

Wording

6173-CSClaimSystemUnavaila
ble-Prompt-1

I'm sorry, but the system is unavailable at this time.

Req ID

Action

6173-ClaimSystemUnavailable-Condition-Always

Always

Go to: 6211-ForcedTransfer-BC

Reporting
0000 = Success
Record = U-

RECL

-Msg_6173-(Call Duration at start),T-RECL-

0001 = Error
0200 = Caller Hang Up

-Call duration
at process
end

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6174-CS-ClaimCannotProcess-Msg
Play Prompt
= 9999 or Other when looking up confirmation number. This state tells the caller we cannot process
their request.

Entering from
6170-CS-LookupConfNumber-DB

Prompts
Message Number
82128

Type / Name

Wording

6174ClaimCannotProcessPrompt-1

We’re sorry, we are unable to process your request.

Req ID

Action

6174-ClaimCannotProcess-Condition-Always

Always

Go to: 6211-ForcedTransfer-BC

Reporting
0000 = Success
Record = U-

RECL

-Msg_6174-(Call Duration at start),T-RECL-

0001 = Error
0200 = Caller Hang Up

-Call duration
at process
end

Developer notes

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6175-CS-ReadNextClaimYN-DM
Yes/No DialogModule™
This DM lets the caller choose whether to hear each claim in turn.

Entering from
6170-CS-LookupConfNumber-DB, 6190-CS-MultiClaimEnd-DM

Developer Notes / Entry Logic
Some of the variables below contain an ‘N’, e.g., .
Before playing out the prompts, set N= . I.e., N will be set to 1 or 2 or 3, depending on which claim is being
reviewed. This will enable us to properly play out the claim type for each claim.

Prompts
Message Number

Name

Condition

Wording

85032

6175-CSReadNextCla
imYNPromptInitial-01

If = 1
AND = 2

I found two claims under your confirmation number. I’ll read
them one at a time.

85033

6175-CSReadNextCla
imYNPromptInitial-02

Else If =
1 AND = 3

I found three claims under your confirmation number. I’ll read
them one at a time.

Else

(no prompt)

85034

6175-CSReadNextCla
imYNPromptInitial-03

If = 1

The first claim is for:

85035

6175-CSReadNextCla
imYNPromptInitial-04

Else if =
2 AND = 2

The other claim is for:

85036

6175-CSReadNextCla
imYNPromptInitial-05

Else if =
2 AND = 3

The next claim is for:

85037

6175-CSReadNextCla
imYNPromptInitial-06

Else if =
3 AND = 3

The last claim is for:

85038

6175-CSReadNextCla
imYNPromptInitial-07

If = 10

Retirement Benefits.

85039

6175-CSReadNextCla
imYNPromptInitial-08

Else if =
11

Hospital Insurance Only.

ClaimStatus_v2.6.16

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85040

6175-CSReadNextCla
imYNPromptInitial-09

Else if =
20

Disability Benefits.

85041

6175-CSReadNextCla
imYNPromptInitial-10

Else if =
31 or 36 or 47

Widow's or Widower's Insurance Benefits.

85042

6175-CSReadNextCla
imYNPromptInitial-11

Else if =
32

Mother's or Father's Benefits.

85043

6175-CSReadNextCla
imYNPromptInitial-12

Else if =
33

Child's Insurance Benefits -- Survivor.

85044

6175-CSReadNextCla
imYNPromptInitial-13

Else if =
34

Parent's Benefits.

85045

6175-CSReadNextCla
imYNPromptInitial-14

Else if =
41 or 46

Wife's or Husband's Insurance Benefits.

85046

6175-CSReadNextCla
imYNPromptInitial-15

Else if =
42

Spouse With Child in Care Benefits.

85047

6175-CSReadNextCla
imYNPromptInitial-16

Else if =
43

Child's Insurance Benefits -- Life.

85048

6175-CSReadNextCla
imYNPromptInitial-17

Else if =
48

Childhood Disability Benefits.

85049

6175-CSReadNextCla
imYNPromptInitial-18

Else if =
49

Student Benefits.

85050

6175-CSReadNextCla
imYNPromptInitial-19

Else if =
50

Hospital Insurance.

ClaimStatus_v2.6.16

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85051

6175-CSReadNextCla
imYNPromptInitial-20

Else if =
60

Lump Sum Death Payments.

85052

6175-CSReadNextCla
imYNPromptInitial-21

Else if =
70

Benefits at Age 72 for Uninsured Individuals.

85053

6175-CSReadNextCla
imYNPromptInitial-22

Else if =
80

Health Insurance Benefits Under Medicare for Individuals with
Chronic Renal Disease.

85054

6175-CSReadNextCla
imYNPromptInitial-24

If = 1

Do you want to hear the status of that claim first?

85055

6175-CSReadNextCla
imYNPromptInitial-25

Else if =
2

Do you want to hear the status of *that* claim now?

85056

6175-CSReadNextCla
imYNPromptInitial-26

Else if =
3

Would you like to hear the status of *that* claim?

The remainder of the table contains the Retry, Timeout, Help, and Success prompts
85057

6175-CSReadNextCla
imYNPromptRetry1

Retry 1

Always

[ Global Default] Would you like to hear the *status* of that
claim?

85058

6175-CSReadNextCla
imYNPromptRetry2-a

Retry 2

If
is LESS
THAN

[Global Default] If you want to hear the status of that claim,
press one. To go to your *next* claim press two. If you need to
hear the claim description again, press three.

85059

6175-CSReadNextCla
imYNPromptRetry2-b

Else if
=

[ Global Default] That was the last claim I found. If you would
you like to hear the status of that claim, press one. For ‘no’
press two. If you need to hear the claim description again,
press three.

85060

6175-CSReadNextCla
imYNPromptTimeout1

Timeout
1

Always

Sorry, I didn’t hear you. Would you like to hear the *status* of
that claim? If you need to hear the claim description again,
say ‘Repeat’.

85061

6175-CSReadNextCla
imYNPromptTimeout2-a

Timeout
2

If
is LESS
THAN

I’m sorry, but I’m still having trouble hearing you. If you want to
hear the status of that claim, say ‘yes’ or press 1. To go to
your *next* claim, say ‘no’ or press 2. If you need to hear the
claim description again, say ‘Repeat’.

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Else if
=

I’m sorry, but I’m still having trouble hearing you. That was the
last claim I found. Would you like to hear the status of that
claim? Please say ‘yes’ or press 1; or say ‘no’ or press 2. If
you need to hear the claim description again, say ‘Repeat’.

85062

6175-CSReadNextCla
imYNPromptTimeout2-b

85063

6175-CSReadNextCla
imYNPrompt-Help

Help: Always

I found more than one claim under your confirmation number.
I’m reading the claim descriptions, so you can choose to look
up the claim status for each claim, one at a time. If you’d like
to hear the status of the claim that I just mentioned, say ‘yes’
or press 1. If you want to move on to the next claim, say ‘no’
or press 2. If you need to hear the claim description again,
you can say ‘repeat’.

00121

6175-CSReadNextCla
imYNPromptSuccess-1

If caller says “yes” in this
DM

Okay.

00120

6175-CSReadNextCla
imYNPromptSuccess-2

If caller says “no” in this
DM

All right.

Req ID

Vocabulary

6175-CSReadNextClaimYNCondition-Yes

yes and
synonyms,
including

DTMF
1

Condition

Action

Confirm.

Always

Play appropriate Success
prompt

never

Go to: 6180-CS-ReadStatusMsg

“yes I do” “yes I
would”
No and
synonyms,
including

6175-CSReadNextClaimYNCondition-No1

If = 1

Play appropriate Success
prompt

never

Increment

“no I don’t” “no I
wouldn’t”

Re-enter this DM
Else if = 2
AND = 3

6175-CSReadNextClaimYNCondition-No2

Play appropriate Success
prompt

never

Increment
Re-enter this DM
Else if

6175-CSReadNextClaimYNCondition-No3

( = 3 )

Go to: 6190-CSMultiClaimEnd-DM

never

Play the INITIAL prompt
sequence for the current
values of
and .

never

OR
( = 2 AND
= 2 )
‘repeat’

6175-CSReadNextClaimYNCondition-Repeat

Always

‘repeat that’

DialogModule parameters
Parameter

Value

Reporting
0000 = Success
Record = U-

RECL

ClaimStatus_v2.6.16

-DM_6175-(Call Duration at start),T-RECL-

28 April 2010

0001 = Error

-Call duration at

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0002 = Max No Input

process end

0003 = Max No Match
0200 = Caller Hang Up
Developer Notes
Use specific treatment shown above for “repeat” command, instead of global ‘repeat’ behavior.

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6180-CS-ReadStatus-Msg
Play Prompt
This DM plays the claim status information for one claim. If the caller has 2 or 3 claims, the callflow can bring the
caller back to this DM multiple times. On each visit to this DM, the info for just one claim is read.

Entering from
6170-CS-LookupConfNumber-DB, 6175-CS-ReadNextClaimYN-DM, 6182-CS-RepeatStatusYN-DM, 6190-CS-MultiClaimEndDM, 6185-CS-OneClaimEnd-DM

Developer Notes / Entry Logic
Many of the variables below contain an ‘N’, e.g., , , etc.
Before playing out the prompts, set N= . I.e., N will be set to 1 or 2 or 3, depending on which claim is being
reviewed. This will enable us to properly play out or or , and the associated
prompts for that claim. (The value of is set in 6170, 6175, 6185, and 6190.)

Prompts
Message Number

Name

Condition

Wording

First, check the value of . This value is set and changed in 6170 and 6180.
85065

--6180-CSReadStatusPrompt-Initial34

If
= ‘no’

Always

After I read this information, you’ll be able to
hear it again as many times as you like.

Else

(no prompt)

If claim has been adjudicated (i.e., = A), use the following prompts.
85066

6180-CSReadStatusPrompt-Initial01

85067

6180-CSReadStatusPrompt-Initial02

If claim
has been
adjudicat
ed (i.e.,
=
A)

Always

Please note that the following statements
are informational only, and are current as of
today.

Always

A decision *has* been made on your claim.
You will receive the decision by U.S. Mail.

ELSE if claim is pending (i.e., = P), use the prompt logic in the table below.
85068

6180-CSReadStatusPrompt-Initial03

85069

6180-CSReadStatusPrompt-Initial04

ClaimStatus_v2.6.16

ELSE if
claim is
pending
(i.e.,
=
P)

Always

The following statements are informational
only. They are current as of today. You will
receive the official notice of any decision
made on your claim by U.S. mail.

Always

A decision has *not* been made on your
claim.

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85070

6180-CSReadStatusPrompt-Initial-05

IF TWO OR MORE of the following are
filled with a valid entry (i.e., not null
AND not 00000000): ,
, ,
,
,
, ,
, ,
, ,
, ,
, ,
, ,
,
, ,
, ,

We’ve requested the following documents
from you:

(Else if 0 or 1 of those are filled, don’t
play this prompt. Proceed to the next
row of the table.)
85071

6180-CSReadStatusPrompt-Initial-06

IF is filled
We requested your proof of Age on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)

CPR
85072

6180-CSReadStatusPrompt-Initial-07
CPR

85073

6180-CSReadStatusPrompt-Initial-08

IF is filled
(Keep this spelling?? This spelling is
from the SSA Data Exchange
Document v1.2, section 5.7.2)

6180-CSReadStatusPrompt-Initial-09

We requested your proof of citizenship on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)
IF is filled

6180-CSReadStatusPrompt-Initial-10

IF is filled

6180-CSReadStatusPrompt-Initial-11

IF is filled
We requested proof of earnings on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)

CPR
85077

6180-CSReadStatusPrompt-Initial-12

IF is filled
We requested proof of lawful presence on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)

CPR
85078

6180-CSReadStatusPrompt-Initial-13

ClaimStatus_v2.6.16

We requested proof of the claimant’s *name
change* on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)

CPR
85076

We requested proof of the number holder’s
*name change* on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)

CPR
85075

(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)

IF is filled

CPR
85074

We requested your amended application on

IF is filled
We requested proof of marriage on

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(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)

CPR
85079

6180-CSReadStatusPrompt-Initial-14

IF is filled
We requested proof of military service on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)

CPR
85080

6180-CSReadStatusPrompt-Initial-15

IF is filled
We requested proof of special wages on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)

CPR
85081

6180-CSReadStatusPrompt-Initial-16

IF is filled
We requested proof of death on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)

CPR
85082

6180-CSReadStatusPrompt-Initial-17

IF is filled
We requested proof of relationship on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)

CPR
85083

6180-CSReadStatusPrompt-Initial-18

IF is filled

(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)

CPR
85084

6180-CSReadStatusPrompt-Initial-19

IF is filled

6180-CSReadStatusPrompt-Initial-20

IF is filled

6180-CSReadStatusPrompt-Initial-21

IF is filled

6180-CSReadStatusPrompt-Initial-22

IF is filled

6180-CSReadStatusPrompt-Initial-23

IF is filled

We requested medical information for your
reconsideration request -- that’s Form SSA3441. This was requested on

(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)

CPR

ClaimStatus_v2.6.16

We requested proof of good cause for filing
a late appeal request; we requested this on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)

CPR
85088

We requested proof of attorney
representation on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)

CPR
85087

We requested proof of full-time school
attendance on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)

CPR
85086

We requested proof of End Stage Renal
Disease on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)

CPR
85085

We requested proof that you provided at
least one-half support to your parents; this
was requested on

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85089

6180-CSReadStatusPrompt-Initial-24

IF is filled

(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)

CPR
85090

6180-CSReadStatusPrompt-Initial-25

IF is filled

6180-CSReadStatusPrompt-Initial-26

IF is filled

6180-CSReadStatusPrompt-Initial-27

IF is filled

6180-CSReadStatusPrompt-Initial-28

We are waiting for your “Request for
Reconsideration” form. We requested this
form on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)

CPR
85093

We are waiting for your “Request for
hearing” form. We requested this form on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)

CPR
85092

We are waiting for your application for
benefits under a U.S. International Social
Security agreement. We requested this on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)

CPR
85091

We requested medical information for your
hearing request -- that’s Form SSA-3441.
This was requested on

IF is filled

We are waiting for your “Request for Federal
Reviewing Official Review” form. We
requested this form on
(CPR should use the format, “June
third, 2007.” with sentence-final intonation.)

CPR
85094

6180-CSReadStatusPrompt-Initial-29

IF ONE OR MORE of the following are
filled with a valid entry (i.e., not null
AND not 00000000): ,
, ,
,
,
, ,
, ,
, ,
, ,
, ,
, ,
,
, ,
, ,

Your application is being processed. Please
send or take those documents to the office
that is processing your claim. We will return
any documents that you send us.

85095

6180-CSReadStatusPrompt-Initial-30

IF is filled

The Disability Determination Service in your
state is processing the medical portion of
your claim.

85096

6180-CSReadStatusPrompt-Initial-31

IF is filled

85097

6180-CSReadStatusPrompt-Initial-32

IF is filled

As of today, a decision has not been made
on your request for Federal Reviewing
Official Review.

85098

6180-CSReadStatusPrompt-Initial-33

IF is filled

As of today, the Office of Disability
Adjudication and Review has not made a
decision on your appeal request.

As of today, a decision has not been made
on your reconsideration request.

Req ID

Condition

Action

6180-CS-ReadStatus-Condition-Always

If = 1

Go to: 6185-CS-OneClaimEnd-DM

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else

Go to: 6182-CS-RepeatStatusYN-DM

DialogModule parameters
Parameter

Value

Reporting
0000 = Success
Record = U-

RECL

-Msg_6180-(Call Duration at start),T-RECL-

0001 = Error
0200 = Caller Hang Up

-Call
duration at
process end

Developer notes

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6182-CS-RepeatStatusYN-DM
Yes/No DialogModule™
After playing Claim Status for one claim, this DM offers the caller the chance to repeat it.

Entering from
6180-CS-ReadStatus-Msg

Prompts
Message Number

Type / Name

1000

[1 sec silence]

85099

6182-CSRepeatStatusYNPrompt-Initial-1

Would you like to hear that again?

85100

6182-CSRepeatStatusYNPrompt-Retry1

[ Global Default] If you’d like to hear the claim status again,
say ‘yes’ or press 1. If not, say ‘no’ or press 2.

85101

6182-CSRepeatStatusYNPrompt-Timeout1

Sorry, I didn’t hear you. If you’d like to hear the claim status
again, say ‘yes’ or press 1. If not, say ‘no’ or press 2.

00120

6182-CSRepeatStatusYNPrompt-Success-1

If “yes”

All right.

00121

6182-CSRepeatStatusYNPrompt-Success-2

If “no”

Okay.

Req ID

Vocabulary

6182-CSRepeatStatusYNCondition-Yes

yes and
synonyms,
including

Condition

DTMF
1

Wording

Condition

Action

Confirm.

Always

Play appropriate Success prompt

never

Go to: 6180-CS-ReadStatus-Msg

“yes I would” “yes
please”
no and synonyms,
including

6182-CSRepeatStatusYNCondition-No

Always

Play appropriate Success prompt

never

Go to: 6190-CS-MultiClaimEndDM

“no I wouldn’t” “no
thanks”

DialogModule parameters
Parameter

Value

Reporting
0000 = Success
Record = U-

RECL

-DM_6182-(Call Duration at start),T-RECL-

0001 = Error
0002 = Max No Input

-Call duration
at process
end

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

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6185-CS-OneClaimEnd-DM
CustomContext DialogModule™
The caller comes here after they’re done repeating the claim status. This DM is used if just one claim exists for the
confirmation number, because it doesn’t offer a “next claim” option.

Entering from
6180-CS-ReadStatus-Msg

Prompts
Msg. Number

Type / Name

Wording

85102

6185-CSOneClaimEndPrompt-Initial-1

To hear that again, say "repeat that". If you’re done, you can just hang up. Or you can say
“Main Menu,” or, if you have any other questions about your claim, say “other question.”

85103

6185-CSOneClaimEndPrompt-Retry1

[ Global Default] To hear that again, say "repeat that". To make another request, say ‘Main
Menu’. If you have more questions about your claim, say ‘other question’. And if you’re done,
you can just hang up.

85104

6185-CSOneClaimEndPrompt-Retry2

[ Global Default] To hear that again, say "repeat that". If you’d like to make another request,
say ‘Main Menu’ or press 9. If you have other questions or concerns about your claim, say
‘other question’ or press 2. And if you’re done, you can simply hang up.

85105

6185-CSOneClaimEndPrompt-Timeout
1

Sorry, I didn’t hear anything. To hear that again, say "repeat that". To make another request,
say ‘Main Menu’. If you have more questions about your claim, say ‘other question’. And if
you’re done, you can just hang up.

85106

6185-CSOneClaimEndPrompt-Timeout
2

Sorry, I didn’t hear anything. To hear that again, say "repeat that". If you’d like to make another
request, say ‘Main Menu’ or press 9. If you have other questions or concerns about your claim,
say ‘other question’ or press 2. And if you’re done, you can simply hang up.

Req ID

Vocabulary

6185-CS-OneClaimEnd-Condition-RPT

"Repeat"

DTMF

Action

Confirm.

Go to 6180-CS-ReadStatus-Msg

never

“Repeat that”
6185-CS-OneClaimEnd-ConditionOther

“other
question”
“other
questions”
“question”
etc.

Go to:6200-GiveUpSendSomewhere-BC ,
condition Agent Request

If necessary

6185-CS-OneClaimEnd-Condition-MM

“Main Menu”

Go to Main Menu in N8NN

never

Confirmation prompts
Message Number

Name

Wording

85133

6185-CS-OneClaimEnd-ConfPromptOther

You have another question, is that correct?

DialogModule parameters
Parameter

Value

Reporting
0000 = Success
Record = U-

RECL

-DM_6185-(Call Duration at start),T-RECL-

0001 = Error
0002 = Max No Input

-Call duration at
process end

0003 = Max No Match
0200 = Caller Hang Up

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Developer Notes
Global Help is disabled in this dialog module. All other Global Commands are active

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6190-CS-MultiClaimEnd-DM
CustomContext DialogModule™
The caller comes here after they’re done repeating the claim status. This DM is used if the caller has more than one claim.

Entering from
6175-CS-ReadNextClaimYN-DM, 6182-CS-RepeatStatusYN-DM

Prompts
Msg. Number

Type / Name

Condition

Wording

85108

6190-CS-MultiClaimEndPrompt-Initial-1

If previous DM was 6175-CSReadNextClaimYN-DM

Those were the only claims I found. To hear
them again, say “repeat”. If you have other
questions about your claims, say “other
questions”. You can also say
“main menu” or, if you’re done, you can just
hang up.

85109

6190-CS-MultiClaimEndPrompt-Initial-2

Else if = 1

To hear your next claim, say, “next claim.” If
you have other questions about your claims,
say “other questions”. You can
also say “Main Menu”. Or if you’re done, you
can just hang up.

85110

6190-CS-MultiClaimEndPrompt-Initial-3

Else if = 2 AND
= 2

That was the last claim I found. To hear the
previous claim, say “previous claim.” If you
have other questions about your claims, say
“other questions”. You can also
say “Main Menu”. Or if you’re done, you can
just hang up.

85111

6190-CS-MultiClaimEndPrompt-Initial-4

Else if = 2 AND
= 3

To hear your next claim, say, “next claim.” If
you have other questions about your claims,
say “other questions”. If you want
to go back to your previous claim, say
“previous claim.” You can also say “Main
Menu”. Or if you’re done, you can just hang
up.

85112

6190-CS-MultiClaimEndPrompt-Initial-5

Else if = 3 AND
= 3

That was the last claim I found. If you have
other questions about your claims, say “other
questions”. If you want to go back
to your previous claim, say “previous claim.”
You can also say “Main Menu”. Or if you’re
done, you can just hang up.

85113

6190-CS-MultiClaimEndPrompt-Retry1-a

Retry 1

If previous DM
was 6175-CSReadNextClaimY
N-DM

[ Global Default] Those were the only claims
listed under your confirmation number. To
hear them again, say “repeat”. If you have
other concerns or questions about your
claims, say “other questions”.
You can also say “main menu” or, if you’re
done, you can simply hang up.

85114

6190-CS-MultiClaimEndPrompt-Retry1-b

Else if
=
1

[ Global Default] If you’d like to hear your
next claim, say, ‘next claim’. If you have
other concerns or questions about your
claims, say “other questions”.
You can also say “main menu” or, if you’re
done, you can simply hang up.

85115

6190-CS-MultiClaimEndPrompt-Retry1-c

Else if
=
2 AND
= 2

[ Global Default] That was the last claim
under your confirmation number. To hear
your previous claim, say “previous claim.” If
you have other concerns or questions about
your claims, say “other questions”.
You can also say “main menu” or,
if you’re done, you can simply hang up.

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85116

6190-CS-MultiClaimEndPrompt-Retry1-d

Else if
=
2 AND
= 3

[ Global Default] If you’d like to hear your
next claim, say, ‘next claim.’ If you have
other concerns or questions about your
claims, say “other questions”. If
you want to go back to your previous claim,
say “previous claim.” You can also say
“main menu” or, if you’re done, you can
simply hang up.

85117

6190-CS-MultiClaimEndPrompt-Retry1-e

Else if
=
3 AND
= 3

[ Global Default] That was the last claim
under your confirmation number. If you have
other concerns or questions about your
claims, say “other questions”. If
you want to go back to your previous claim,
say “previous claim.” You can also say “Main
Menu” or, if you’re done, you can simply
hang up.

6190-CS-MultiClaimEndCondition-Retry2

See Retry2 instructions at right

Play the global Retry2 prefix: [ Global
Default]
Then play the appropriate INITIAL prompt
listed above (Initial-1, Initial-2, Initial-3, Initial4, OR Initial-5), which depends on the values
of and .
This counts as Retry2, although we are reusing the initial prompt recordings.

If previous DM
was 6175-CSReadNextClaimY
N-DM

Sorry, I didn’t hear anything. Those were the
only claims listed under your confirmation
number. To hear them again, say “repeat”.
If you have other concerns or questions
about your claims, say “other questions”.
You can also say “main menu” or,
if you’re done, you can simply hang up.

6190-CS-MultiClaimEndPrompt-Timeout1-b

Else if
=
1

Sorry, I didn’t hear anything. If you’d like to
hear your next claim, say, ‘next claim’. If
you have other concerns or questions about
your claims, say “other questions”.
You can also say “main menu” or,
if you’re done, you can simply hang up.

85120

6190-CS-MultiClaimEndPrompt-Timeout1-c

Else if
=
2 AND
= 2

Sorry, I didn’t hear anything. That was the
last claim under your confirmation number.
To hear your previous claim, say “previous
claim.” If you have other concerns or
questions about your claims, say “other
questions”. You can also say
“main menu” or, if you’re done, you can
simply hang up.

85121

6190-CS-MultiClaimEndPrompt-Timeout1-d

Else if
=
2 AND
= 3

Sorry, I didn’t hear anything. If you’d like to
hear your next claim, say, ‘next claim.’ If
you have other concerns or questions about
your claims, say “other questions”.
If you want to go back to your
previous claim, say “previous claim.” You
can also say “main menu” or, if you’re done,
you can simply hang up.

85122

6190-CS-MultiClaimEndPrompt-Timeout1-e

Else if
=
3 AND
= 3

Sorry, I didn’t hear anything. That was the
last claim under your confirmation number. If
you have other concerns or questions about
your claims, say “other questions”.
If you want to go back to your previous claim,
say “previous claim.” You can also say “Main
Menu” or, if you’re done, you can simply
hang up.

85118

6190-CS-MultiClaimEndPrompt-Timeout1-a

85119

ClaimStatus_v2.6.16

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If previous DM
was 6175-CSReadNextClaimY
N-DM

I’m sorry, but I still didn’t hear anything.
Those were the only claims I found. To hear
them again, say “repeat”. If you have other
questions about your claims, say “other
questions”. You can also say
“main menu” or, if you’re done, you can just
hang up.

6190-CS-MultiClaimEndPrompt-Timeout2-b

Else if
=
1

I’m sorry, but I still didn’t hear anything. To
hear your next claim, say, “next claim.” If you
have other questions about your claims, say
“other questions”. You can also say
“Main Menu”. Or if you’re done, you can just
hang up.

85125

6190-CS-MultiClaimEndPrompt-Timeout2-c

Else if
=
2 AND
= 2

I’m sorry, but I still didn’t hear anything. That
was the last claim I found. To hear the
previous claim, say “previous claim.” If you
have other questions about your claims, say
“other questions”. You can also say
“Main Menu”. Or if you’re done, you can just
hang up.

85126

6190-CS-MultiClaimEndPrompt-Timeout2-d

Else if
=
2 AND
= 3

I’m sorry, but I still didn’t hear anything. To
hear your next claim, say, “next claim.” If you
have other questions about your claims, say
“other questions”. If you want to go
back to your previous claim, say “previous
claim.” You can also say “Main Menu”. Or if
you’re done, you can just hang up.

85127

6190-CS-MultiClaimEndPrompt-Timeout2-e

Else if
=
3 AND
= 3

I’m sorry, but I still didn’t hear anything. That
was the last claim I found. If you have other
questions about your claims, say “other
questions”. If you want to go back
to your previous claim, say “previous claim.”
You can also say “Main Menu”. Or if you’re
done, you can just hang up.

85129

6190-CS-MultiClaimEndPrompt-Success-1

If caller says “next” AND

6190-CS-MultiClaimEndPrompt-Success-2

If caller says “previous” AND

85123

6190-CS-MultiClaimEndPrompt-Timeout2-a

85124

85130

Req ID

Vocab

6190-CSMultiClaimEndCondition-Repeat1

repeat [that]

Timeout 2

DTMF
-

6190-CSMultiClaimEndCondition-Repeat2
next [claim]

6190-CSMultiClaimEndCondition-Next2

Actually, that was the first claim in your list.

= 1

Condition

Action

Confirm.

If previous DM was 6175-CSReadNextClaimYN-DM

Set = 1

never

(i.e., the caller said No to hearing
any of the claims that were found)

6190-CSMultiClaimEndCondition-Next1

Actually, there aren’t any more claims.

Go to: 6175-CSReadNextClaimYN-DM

Else if previous DM was 6182-CSRepeatStatusYN-DM

Go to: 6180-CS-ReadStatusMsg

never

If is LESS THAN

Increment

never

Else

Play appropriate Success
prompt above.

If =

Go to: 6175-CSReadNextClaimYN-DM
If necessary

Then play the appropriate Initial
prompt again.

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previous [claim]

6190-CSMultiClaimEndConditionPrevious1

If = 2 or 3

never

Set = 1

“previous claims”

Go to: 6175-CSReadNextClaimYN-DM
Else if = 1

6190-CSMultiClaimEndConditionPrevious2

(i.e., there are no previous claims)

If necessary

Play appropriate Success
prompt above.
Then play the appropriate Initial
prompt again

“other question”
“other questions”
“question” etc.

6190-CSMultiClaimEndCondition-Other

Always

Go to: 6200GiveUpSendSomewhere-BC,
condition Agent Request

If necessary

Confirmation prompts
Message Number

Name

Wording

85131

6190-CS-MultiClaimEndConfPrompt-Next

You asked for the *next* claim, is that right?

85132

6190-CS-MultiClaimEndConfPrompt-Previous

You asked for the *previous* claim, is that right?

85133

6190-CS-MultiClaimEndConfPrompt-Other

You have another question, is that correct?

DialogModule parameters
Parameter

Value

Reporting
0000 = Success
Record = U-

RECL

-DM_6200-(Call Duration at start),T-RECL-

0001 = Error
0002 = Max No Input

-Call duration at
process end

0003 = Max No Match
0200 = Caller Hang Up
Developer Notes
DTMF commands are not active because the available options and ordering differ by condition.
Use specific treatment shown above for “repeat” command, instead of global ‘repeat’ behavior.
Global Help is disabled in this dialog module. All other Global Commands are active.

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6200-GiveUpSendSomewhere-BC
Branch on Condition
(Based on 1130-GiveUpSendSomewhere-Check in N8NN spec)
If the caller had max retries or max timeouts, they come to this DM.

Entering from
Any DM

Condition

Action

If Max Timeout/ Retry

Go to: N8NN Main, 1130GiveUpSendSomewhere-Check

If Caller requests Agent

Go to: N8NN Main Menu, Module 1201BranchOnCondition-Check

Event logging

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6211-ForcedTransfer-BC
Branch on Condition
If the caller needs Agent assistance, or is required to go to an Agent due to an authentication failure or database
failure, they come here.

Entering from
6150-CS-AuthCannotMatch-Msg, 6151-CS-AuthSystemProblems-Msg 6152-CS-AuthAcctBlocked-Msg, 6153-CSAuthSystemUnavailable-Msg, 6154-CS-AuthCannotProcess-Msg, 6171-CS-ClaimSystemProblems-Msg, 6173-CSClaimSystemUnavailable-Msg, 6174-CS-ClaimCannotProcess-Msg,

Req ID

Condition

Action

6211-ForcedTransfer-Condition-Day

IF Day

Go to: 6213-ForcedTransferToAgent-Msg

6211-ForcedTransfer-Condition-Night

Else Night or Holiday

Go to: 6216-ForcedTransferNoAgents-Msg

Event logging

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6213-ForcedTransferToAgent-Msg
Play Prompt
If the caller is required to go to an Agent due to an authentication failure or database failure, this state transfers them.

Entering from
6211-ForcedTransfer-BC

Prompts
Msg. number
82129

Type / Name

Wording

6213ForcedTransfer
ToAgentPrompt-1

I'll transfer you to an agent who can help you. If you have a long wait for an agent, note that
our lines are busiest early in the week and early in the month, so if your business can wait,
it's best to call at other times. Hold on while I transfer you.

Req ID

Action

6213-ForcedTransferToAgent-Condition-Always

Transfer to Agent

Reporting
0000 = Success
Record = U-

RECL

-Msg_6213-(Call Duration at start),T-RECL-

0001 = Error
0200 = Caller Hang Up

-Call duration
at process
end

Developer notes

6216-ForcedTransferNoAgents-Msg
Play Prompt
If the caller is required to go to an Agent due to an authentication failure or database failure, but no agents are on duty,
the call flow comes here.

Entering from
6211-ForcedTransfer-BC

Prompts
Msg. Number
82130

Type / Name

Wording

6216ForcedTransferNoAg
ents-Prompt-1

Unfortunately there are no agents available to help you because our offices are
closed. Please call back during business hours, seven A M to seven P M, Monday
through Friday, except for Federal holidays. Our lines are busiest early in the week
and early in the month, so if your business can wait, it's best to call at other times.
Thank you for calling Social Security. Goodbye.

Req ID

Action

6216-ForcedTransferNoAgents-ConditionAlways

Hang Up

Reporting
0000 = Success
Record = U-

RECL

-Msg_6216-(Call Duration at start),T-RECL-

0001 = Error
0200 = Caller Hang Up

-Call duration
at process
end

Developer notes

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—End of Specification —

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File Type	application/pdf
File Title	SSA SARA2 UIspec ClaimStatus
Author	Blackston, Sheila L.
File Modified	2012-07-31
File Created	2012-07-31