Other (Program Service Center) (SSA-1099/1042S)

User Interface Specification
Version Number 4.9/ December 5, 2011

Social Security Administration
SSA_ATT_Care2020_N8NN

User Interface Specification

Version: 4.9

SSA_ATT_Care2020_N8NN

December 5, 2011

Revision History
Date

Version

Description

Author(s)

05/09/2011 1.0

Full Detailed Design – initial version

T. Sheeder, B.
Mittelstedter, R.
Ishihara

05/12/2011 1.1

Full Detailed Design – revised
* Added global confirmation error handling
* Revised global error handling propting

T. Sheeder

05/13/2011 1.2

Full Detailed Design – revised
* Revised conditional logic in mm0050_EntryRouting_DS

T. Sheeder

05/13/2011 1.3

Full Detailed Design – revised
T. Sheeder
* mm1100_SocialSecurityCardsMenu_DM - removed extra 'goto' for 'update' option
* mm0200_SFToggle_DS - changed variable 'nlu_enabled' to
'SPEAK_FREELY_ACTIVE'
* mm0125_ABRStatus_DS - revised gotos to route to mm0130_GetVariablesAnn_DB
(instead of deleted decision state)
* mm0130_EmergencyAvailable_DS - eliminated this state (replaced with
mm0130_GetVariablesAnn_DB)
* mm0130_GetVariablesAnn_DB - added this DB state to retrieve emergency
message information
* mm0140_EmergencyMsg_PP - added conditional logic to play appropriate
emergency message
* mm0510_TNEV_SD - changed goto for conditions'Elseif
tnev_transaction_status=authorization_failed' and 'Elseif
* tnev_transaction_status=no_password' from mm0200_SFToggle_DS (main menu)
to mm3000_ABRStatus_DS (transfer)

05/23/2011 1.4

Full Detailed Design – FINAL
* incorporated changes, additions, and deletions per Full Detailed Design review
(changes highlighted YELLOW)

06/06/2011 1.5

Full Detailed Design – FINAL (changes highlighted YELLOW)
T. Sheeder
> global Command: updated to remove global 'Spanish' option (which suddenly
appeared for reasons unknown)
> global Recovery Behavior: updated to remove extraneious rows (which suddenly
appeared for reasons unknown)
> ka0355_TNRSGetName_DM: changed to confirm 'never' (and removed
confirmation prompting)
> ka0355_TNRSGetName_DM: revised error behavior to go to NameOSDM after 2nd
error
> na0130_SayAndSpellLast_DM: added condition, if tnrs_checked=true, to bypass
confirmation
> na0150_SpellLast_DM: added condition, if tnrs_checked=true, to bypass
confirmation
> na0120_SayAndSpellFirst_DM: added sayandspellfirst_tnrs grammar and logic
> na0130_SayAndSpellLast_DM: added sayandspelllast_tnrs grammar and logic
> na0140_SpellFirst_DM: added spellfirst_tnrs grammar and logic
> na0150_SpellLast_DM: added spelllast_tnrs grammar and logic
> ka0325_TNRSLocation_DS: added toggle (collect_full_name) to indicate whether
full name collection is to be attempted

06/07/2011 1.6

Full Detailed Design – FINAL (changes highlighted YELLOW)
B. Mittelstedter
* ka0900_CheckingInfoMsg_PP: added condition and prompt for
current_task=card_medicare or benefits_verification
* bv0140_SubmitMsg_PP, bv0200_BEVESubmitRequest_DB,
mr0140_SubmitMsg_PP, and mr0200_MRCSubmitRequest_DB: DELETED
* bv0130_KBAuthentication_SD: success goes to bv0210_BEVESuccess_PP instead

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Mittelstedter

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of bv0140_SubmitMsg_PP
* mr0130_KBAuthentication_SD: success goes to mr0210_MRCSuccess_PP instead
of mr0140_SubmitMsg_PP
* mr0210_MRCSuccess_PP: updated prompt verbiage
* bv0210_BEVESuccess_PP: updated prompt verbiage
06/10/2011 1.7

Full Detailed Design – FINAL (changes highlighted GREEN)
T. Sheeder
> mm0140_EmergencyMsg_PP: revised logic such that the emergency messages
associated with 'activeFlagx' variables are NOT mutually exclusive
> mm2200_BecomePayee_DM: changed goto for 'finished' option from
mm0210_SFMainMenu_DM to mm0200_SFToggle_DS
> mm0050_EntryRouting_DS: added Developer Note (per J. Hardcastle)
> removed 'coadd_task' variable, no longer needed since COA and DD were
separated
> mm0210_SFMainMenu_DM: removed assigning values of 'coadd_task' variable for
'change_address' and 'direct_deposit' options (since 'coadd_task' variable has been
removed since COA and DD were separated)
> mm0610_BackoffOtherOptionsMenu_DM: removed assigning values of
'coadd_task' variable for 'direct_deposit' option
> mm0700_Benefits_DM: removed assigning values of 'coadd_task' variable for
'direct_deposit' option
> mm0910_UpdatePersonalInfo_DM: removed assigning values of 'coadd_task'
variable for 'change_address' and 'direct_deposit' options
> mm1110_UpdatePersonalInfo_DM: removed assigning values of 'coadd_task'
variable for 'change_address' option
> mm0512_TNEVDisconnect_CT: modified prompts slightly re: web address
> dd0300_KBAuthentication_SD: corrected mistakes in Action table
> mm0125_ABRStatus_DS: changed references to 'initial_abr' to 'initial_abr_transfer'

06/14/2011 1.8

Full Detailed Design – FINAL (changes highlighted GREEN)
B. Mittelstedter
~ mm0210_SFMainMenu_DM - updated current_task for 'form_1099' from
'form_1099' to 'benefits_statement'
~ mm0545_TranscriptionKBA_DS, mm2040_FutureBenefits_DM,
mm0610_BackoffOtherOptionsMenu_DM, mm1770_OrderDrugFormQuestion_DM,
and mm2400_EarningsMenu_DM - updated condition to remove transcription_task
~ mm1430_SocialSecurityCardMenu_DM - assign current_task=form_ss5 instead of
transcription_task=5
~ tr0105_PlayTransIntro_PP, tr0120_ConfirmAddress_DM,
tr0140_AddressOSDM_SD, and tr0220_SuccessMsg_PP: updated conditions to look
at current_task instead of transcription_task
~ mm1520_GetForm_DM: corrected current_task for 'order_form'

06/16/2011 1.9

Full Detailed Design – FINAL (changes highlighted GREEN)
B. Mittelstedter
~ mm0210_SFMainMenu_DM, mm1520_GetForm_DM, tr0105_PlayTransIntro_PP,
and tr0220_SuccessMsg_PP: updated current_task=form_ss5 to
current_task=transcription_ss5
~ mm1430_SocialSecurityCardMenu_DM: removed assign current_task=form_ss5
from option get_form
~ mm1770_OrderDrugFormQuestion_DM, tr0105_PlayTransIntro_PP, and
tr0220_SuccessMsg_PP: updated current_task=1020 to
current_task=transcription_1020
~ tr0105_PlayTransIntro_PP, tr0220_SuccessMsg_PP, mm2400_EarningsMenu_DM,
mm2040_FutureBenefits_DM, and mm0545_TranscriptionKBA_DS: updated
current_task=earnings statement to current_task=transcription_7004
~ tr0120_ConfirmAddress_DM: Removed transcription_task=pamphlets and changed
it to current_task=transcription_pamphlet in conditions for nomatch/no input 1.
~ updated current_task value from earnings_statement to transcription_7004 and
from 1020 to transcription_1020

06/21/2011 2.0

Full Detailed Design – FINAL (changes highlighted TURQUOISE)

T. Sheeder

* ADDED dd0230_NotEligible_PP to replace dd0230_NotEligible_DM and

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dd0240_NotEligibleDetails_DM
* REMOVED dd0230_NotEligible_DM
* REMOVED dd0240_NotEligibleDetails_DM
* REMOVED 'EmployeeVerification_TNEV' subdialog (exported as
DIALOG_EmployeeVerification_TNEV_06-21-11-114415.zip)
* ka0100_ElementsCheck_DB: removed ka_collectOtherName variable; removed
condition 'Elseif ka_collectOtherName=true AND caller_alternative_name=NULL'
* ka0400_AltNameNull_DS: removed ka_collectOtherName conditions; removed Else
condition
* REMOVED ka_collectOtherName variable from design
* Revised Global Command confirmations for 'operator'
* Added Global Command confirmation for 'StartOver'
* mm0910_UpdatePersonalInfo_DM: corrected value for 'direct_deposit' option in
Sample Phrases
* mm1105_MedicareCardsMenu_DM: revised initial prompt ('medicare' for 'social
security')
* mm1210_InternetAddress_DM: changed confirmation mode for 'repeat' option to
'never'
* Global Confirmations: removed 'reentry' prompts and conditions
* mm1905_Checks_DM: revised Sample Phrases
* mm2040_FutureBenefits_DM: changed confirmation mode for 'repeat' option to
'never'
* ka0410_AltNameQuestion_DM: removed exit prompt for 'yes' option
* ka0810_GetLastPaymentAmount_DM: revised intial prompt for flow
* ka0210_AttestationQuestion_DM: added time estimates to initial prompts
* ka0220_OMBNumber_PP: added time estimates to prompts
06/22/2011 2.1

Full Detailed Design – FINAL
B. Mittelstedter
~ updated global commands - recovery behavior: removed the global error_counter
for no match 1 and 2 and no input 1 and 2; deleted no match/no input 2
global_error_counter conditions (changed to always)
~ deleted global_error_counter variable
~ mm0300_COLAMsg_DM, mm0400_TaxesMsg_DM, mm0420_SS5VerifyMsg_DM,
mm1740_MedicareSusidyMsg_DM, mm1720_MedicareEnrollMsg_DM,
mm2110_ProgramMsg_DM: deleted no match 2, condition 'If
global_error_counter>=6'
~ mm1210_InternetAddress_DM: deleted no match 1/2 office_hours_conditions
~ mm1720_MedicareEnrollMsg_DM:
~ mm1760_HelpWithDrugCosts_DM, mm1810_CitizenshipMsg_DM: deleted no
match 2 and 3 condition 'If global_error_counter>=6'
~ na0120_SayAndSpellFirst_DM, na0130_SayAndSpellLast_DM,
na0140_SpellFirst_DM, na0150_SpellLast_DM, na0200_ConfirmName_DM,
rb0440_BenefitsStatementEndMenu_DM: removed no match/no input 2 condition 'If
global_error_counter>=6'
~ imported FOL module that includes time readback

06/24/2011 2.2

Full Detailed Design – FINAL (changes highlighted TURQUOISE)
T. Sheeder
> mm1300_WhichCard_DM: for 'both' option, set 'card_type' to 'both'
> ad0140_FullAddress_DM: on confirmation, removed condition 'Initial on 'repeat
that'' and changed 'Initial on entry' to 'Always'
> removed global confirmation 'reentry' prompts (these keep getting reintroduced,
somehow, after they are removed from the project)
> rb0320_PersonLiving_DM: removed confirmation prompts (confirmation mode is
'never')
>Global Confirmation Behavior: added behavior such that, on second disconfirmation,
call is transferred to agent (mm3000_ABRStatus_DS); revised error behavior (to fix
logic problem)
> fl0105_CardCenterNeededQuestion_DM: changed condition 'Elseif (card_center =
sacramento)' to 'Elseif (card_center = ssscc)'
> card_center variable: added 'none' value
> fl0100_GetZipCode_DM: modified logic (removed zip code evaluation, send all responses to new DB state)

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> fl0102_EvaluateZipCode_DB: added DB hit to evaluate provided zip code to
determine whether card center handling is needed
> Global Command behavior: removed variable 'operator' prompting and behavior
(again)
> mm0160_WebsiteInfo_PP: removed 'WWW dot' from prompt
> dd0430_AccountType_DM: modified error recovery prompts (added information
from dd0420_BankIntroMsg_PP)
> dd0420_BankIntroMsg_PP: deleted this node
> dd0430_AccountType_DM: for 'yes' option, changed go to from
dd0420_BankIntroMsg_PP to dd0430_AccountType_DM
> dd0410_EffectiveMonth_DM: for 'yes' option, changed go to from
dd0420_BankIntroMsg_PP to dd0430_AccountType_DM
> dd0410_EffectiveMonth_DM: removed 'WWW dot' from prompt
> mm1210_InternetAddress_DM: removed 'WWW dot' from prompt
> mm1220_InternetInformation_DM: removed 'WWW dot' from prompt
> mm1530_WebsiteInstructions_PP: removed 'WWW dot' from prompt
> mm2040_FutureBenefits_DM: removed 'WWW dot' from prompt
> mm2210_PayeeMisuse_DM: removed 'WWW dot' from prompt
> dd0440_CollectRoutingNumber_DM: revised initial prompt
> mm0110_LanguageSelection_DM: modified prompts ('astrico' for 'estrella')
> mm1100_SocialSecurityCardsMenu_DM: modified prompts (and grammars) 'apply for a [social security] number' for 'apply for a card'
> tr0105_PlayTransIntro_PP: revised prompt for condition 'Elseif
current_task=transcription_ss5'
> mm1530_WebsiteInstructions_PP: deleted (replaced with
mm1530_WebsiteInstructions_DM)
> mm1530_WebsiteInstructions_DM: added (replaced
mm1530_WebsiteInstructions_PP), with 'repeat'
> fl0100_GetZipCode_DM: revised initial prompt
> fl0120_OfficeLocationInfo_DM: lengthened silences after address and hours
> fl0125_CardCenterInfo_DM: lengthened silences after address and hours
> mm1730_MedicareDrugQuestion_DM: removed exit prompt for 'yes' option
> mm1750_AskPartD_DM: modified initial prompt; added reentry prompt (after
'repeat')
> ca0260_CallingAboutSelf_DM: revised initial prompt
> dd0260_CallingAboutSelf_DM: revised initial prompt
> mr0210_MRCSuccess_PP: revised initial prompt (removed Puerto Rico note)
> ka0930_FailureMsg_PP: revised prompt (to eliminate reference to data collection
problem)
> ad0230_ExitFailurePrompts_PP: revised prompt
> ka0510_GetDOB_DM: revised confirmation prompt
> ka0710_GetPlaceOfBirth_DM: revised confirmation prompt
> ka0810_GetLastPaymentAmount_DM: revised confirmation prompt
> mm0210_SFMainMenu_DM: revised intiial prompting for conditions when
first_entry=true (per EIG recommendation)
> mm1520_GetForm_DM: revised initial prompting to eliminate redundant language
> mm1510_CitizenDocumentsMsgPart1_DM: added reentry prompting after repeat
and disconfirmation
> mm1515_NonCitizenDocumentsMsgPart1_DM: added reentry prompting after
repeat and disconfirmation
> mm1517_NonCitizenDocumentsMsgPart2_DM: added reentry prompting after
disconfirmation
> mm2110_ProgramMsg_DM: added reentry prompting after repeat and
disconfirmation
> mm2120_ChangeMsg_DM: added reentry prompting after repeat and
disconfirmation
> mm2200_BecomePayee_DM: added reentry prompting after repeat and
disconfirmation
> mm2210_PayeeMisuse_DM: added reentry prompting after repeat and
disconfirmation
> ad0110_zipcode_DM: modified reentry prompt (removed repetitve 'my mistake')
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> ca0420_CollectPhoneNumber_DM: added reentry prompting after repeat and
disconfirmation
> cs0120_ConfirmationNumber_DM: added reentry prompting after repeat and
disconfirmation
> cs0260_NoStatusEnd_DM: added reentry prompting after repeat and
disconfirmation
> ca0260_CallingAboutSelf_DM: added reentry prompting after repeat
> dd0260_CallingAboutSelf_DM: added reentry prompting after repeat
> dd0430_AccountType_DM: added reentry prompting after repeat and
disconfirmation
> dd0440_CollectRoutingNumber_DM: added reentry prompting after repeat and
disconfirmation
> dd0450_CollectAccountNumber_DM: added reentry prompting after repeat and
disconfirmation
> fl0100_GetZipCode_DM: revised reentry prompt (removed repetitve 'my mistake')
> fl0115_PhysicalZipCode_DM: added reentry prompting after repeat
> ka0310_GetSSN_DM: added reentry prompting after repeat and disconfirmation
> ka0355_TNRSGetName_DM: added reentry prompting after repeat
> ka0710_GetPlaceOfBirth_DM: added reentry prompting after repeat and
disconfirmation
> rb0310_FormForSelf_DM: revised reentry prompt (removed repetitive 'my mistake')
> rb0320_PersonLiving_DM: added reentry prompting after repeat and
disconfirmation
> rb0440_BenefitsStatementEndMenu_DM: added reentry prompting after repeat
> tr0200_AskHowManyForms_DM: revised reentry prompt (removed repetitive 'my
mistake')
> tr0310_UnderstandingSS_DM: revised reentry prompt (removed repetitive 'my
mistake')
> tr0320_RetirementBenefits_DM: revised reentry prompt (removed repetitive 'my
mistake')
> tr0330_DisabilityBenefits_DM: revised reentry prompt (removed repetitive 'my
mistake')
> tr0410_WorkAffectsBenefits_DM: revised reentry prompt (removed repetitive 'my
mistake')
> tr0420_DisabledChildrenBenefits_DM: revised reentry prompt (removed repetitive
'my mistake')
> tr0430_WomanSS_DM: revised reentry prompt (removed repetitive 'my mistake')
> tr0540_MoreChoices_DM: added reentry prompting after repeat
> FOL subdialog: updated with latest shared version (including hours of operation
logic for call center information state)
06/27/2011 2.3

Full Detailed Design – FINAL (changes highlighted TURQUOISE)

T. Sheeder

> mm0545_TranscriptionKBA_DS: changed condition 'send_7004_to_agent=true' to
'form_7004_delivery=false'
> deleted variable send_7004_to_agent
> revised Global Command behaviors (removed confidence-based operator
confirmations; added Start Over confirmation; etc)
> revised Global Recovery Behaviors (removed global error counter)
06/28/2011 2.4

Full Detailed Design – FINAL (changes highlighted TURQUOISE)

T. Sheeder

> mm0210_SFMainMenu_DM: removed 'employee_verification' from the grammar;
removed 'employee_verification' from the Action table; removed
'employee_verification' from the Confirmations
> mm0050_EntryRouting_DS: removed condition 'Elseif applicationtag=TNEV'
> removed mm0508_TNEVKBA_DS
> removed mm0510_TNEV_SD
> removed mm0512_TNEVDisconnect_CT
> removed TNEV-specific variables: tnev_transaction_status, tnev_employee_ssn,
tnev_employee_first_name, tnev_employee_last_name, tnev_employee_dob,
tnev_employee_gender, tnev_OMB_heard, tnev_paperwork_details,
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tnev_perjury_message_yesno, dob (used only by TNEV),
ev_employee_verification_yesno, ev_employee_ssn, employee_ssn_first_time,
ev_employee_dob, ev_employee_gender, ev_employees_verified,
ev_attestation_yesno, ev_verification_redirect_menu, ev_caller_ssn, ev_user_id,
ev_disambiguate_problem_menu, ev_password, ev_ein,
ev_verified_deceased_menu, ev_end_menu, ev_statusCode, employer_yesno
> for variable applicationtag, removed value 'TNEV'
> for variable current_task, removed value 'employee_verification'
06/28/2011 2.5

Full Detailed Design – FINAL (changes highlighted TURQUOISE)

T. Sheeder

> fl0102_EvaluateZipCode_DB: in Returns table, changed 'card_center@import'
variable to 'card_center'
> fl0105_CardCenterNeededQuestion_DM: changed all references to
'card_center@import' variable (in conditions) to 'card_center'
> deleted variable 'card_center@import'
> mm0210_SFMainMenu_DM: removed action 'Assign:
sf_main_menu_help_count=0'
> deleted variable 'sf_main_menu_help_count'
> deleted unused variables: svc_available, turs_statusCode, turs_userID1,
turs_userID2, turs_userID3, turs_userID4, turs_userID5, turs_userID6, turs_userID7,
turs_userID8, turs_userID9, turs_userID10, turs_userID11, turs_userID12,
turs_userID13, turs_userID14, turs_userID15, turs_userID16, turs_userID17,
turs_userID18, turs_userID19, turs_userID20, and TVDC_items_to_collect
> deleted unused recognition variables: ssi_benefits_menu,
medicare_benefits_menu, benefits_information_menu, proof_of_income_menu,
general_information_menu, medicare_card_action_menu,
social_security_card_action_menu, fill_form_instructions_commands,
medicare_menu, processing_time_menu, proof_menu,
earnings_information_end_menu, new_statement_menu, ssi_application_menu,
last_years_statement_yesno, benefits_statement_new_address_menu,
current_beneficiary_yesno, same_address_yesno,
no_replacement_card_end_yesno, pending_check_status_yesno, get_alt_name,
get_last_name, alt_name_spell, last_name_spell, first_name_spell,
get_maiden_name, get_first_name, medicare_enroll, bv_same_address_yesno,
cd_change_address_instead_yesno, mrc_same_address_yesno, and
internet_msg_yesno
> mm2010_BenefitsEarnings_DM: added prompt mm2010_ni1_01 (previously
specified as 'script')
> mm2030_OtherQuestions_DM: added prompt mm2030_ni2_01 (previously
specified as 'script')
> mm0320_FieldOfficeLocator_SD: added (missing) transition for condition 'If
fol_transaction_status=success | If card_type=both' (go to
mm1105_MedicareCardsMenu_DM)
> dd0450_CollectAccountNumber_DM: revised error prompting (to remove
references to 'checking' accounts and '10-digit' numbers); revised Confirmation
prompt for flow
06/29/2011 2.6

Full Detailed Design – FINAL (changes highlighted TURQUOISE)

T. Sheeder

> mm0600_BackoffMainMenu_DM: changed 'office' recognition value to
'office_locations'
> mm1520_GetForm_DM: on Confirmation tab, changed 'keep_going' option to
'main_menu' (to match grammar)
> mm2110_ProgramMsg_DM: for 'repeat' option, changed confirmation mode from 'if
necessary' to 'never'
> mm2120_ChangeMsg_DM: for 'repeat' option, changed confirmation mode from 'if
necessary' to 'never'
> mm2200_BecomePayee_DM: for 'repeat' option, changed confirmation mode from
'if necessary' to 'never'
> mm2210_PayeeMisuse_DM: for 'repeat' option, changed confirmation mode from 'if
necessary' to 'never'
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> mm2300_FormsGeneral_DM: in Grammar, Actions, and Conformations, changed
recognition value 'benefits_verification' to 'proof_of_income'
> mm2400_EarningsMenu_DM: Grammars, set recognition valuses for
'benefits_statement' and 'earnings_statement' (previously unset)
> mm2400_EarningsMenu_DM: enabled (previously overriden) Confirmation prompt
gl_cnf_ini_02 (Always)
> ca0410_TypeOfPhone_DM: corrected typos in Sample Phrases (changed '?i(t's...)'
to '?(it's...)')
> ca0435_EffectiveDate_DM: enabled (previously overriden) Confirmation prompt
gl_cnf_ini_02 (Always), and removed Local confirmation prompt ca0435_cnf_ini_03
06/30/2011 2.7

Full Detailed Design – FINAL (changes highlighted TURQUOISE)

T. Sheeder

> ad0200_ConfirmFull_DM: switched dynamic prompts from pre-recorded audio to
TTS
> na0200_ConfirmName_DM: switched dynamic prompts from pre-recorded audio to
TTS
> rb0410_SuccessMsg_PP: revised prompt rb0410_out_05 to include reference to
'U.S. territory'
> tr0120_ConfirmAddress_DM: switched dynamic prompts from pre-recorded audio to
TTS
> cs0240_OneClaimEnd_DM: changed confirmation mode for 'repeat' option from 'if
necessary' to 'never'
> cs0270_MultiLastClaimEnd_DM: updated sample phrases for 'repeat' option;
disabled global 'repeat' command
> ka0710_GetPlaceOfBirth_DM: added specific slot values for individual states and
territories; add confirmation prompts for states and territories
07/06/2011 2.8

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Full Detailed Design – FINAL (changes highlighted TURQUOISE)
B. Mittelstedter
- imported the updated FOL module into the project
- fl0120_OfficeLocationInfo_DM: added the reco variables and values to the sample
phrases
- fl0125_CardCenterInfo_DM: added the reco variables and values to the sample
phrases
- fl0130_OfficeDirections_DM: added the reco variables and values to the sample
phrases
- dd0410_EffectiveMonth_DM: updated confirmation prompt names so that the index
numbers match the month numbers
- dd0410_EffectiveMonth_DM: added confirmation for option 'as soon as possible'
and added 'this month' and 'next month' to the sample phrases
- tr0310_UnderstandingSS_DM, tr0320_RetirementBenefits_DM,
tr0340_SurvivorBenefits_DM
tr0410_WorkAffectsBenefits_DM, tr0420_DisabledChildrenBenefits_DM, and
tr0430_WomanSS_DM: corrected the reco variable value for option 'skip'
- fl0105_CardCenterNeededQuestion_DM: updated the conditions for option 'yes' on
the actions tab
- mm0600_BackoffMainMenu_DM: over rid the global repeat command and added
repeat option to local DM grammar and actions tab (do not assign first_entry=false)
- mm0610_BackoffOtherOptionsMenu_DM, mm0800_BenefitsApplicaitonMenu_DM,
mm0900_BenefitsMoreOptions_DM, mm1430_SocialSecurityCardMenu_DM,
mm1750_AskPartD_DM, mm1905_Checks_DM, mm1910_LatePaymentMenu_DM,
ca0260_CallingAboutSelf_DM, ca0420_CollectPhoneNumber_DM,
cs0120_ConfirmationNumber_DM, cs0260_NoStatusEnd_DM,
dd0260_CallingAboutSelf_DM, dd0430_AccountType_DM,
dd0440_CollectRoutingNumber_DM, dd0450_CollectAccountNumber_DM,
ka0310_GetSSN_DM, ka0355_TNRSGetName_DM, ka0710_GetPlaceOfBirth_DM,
ka0810_GetLastPaymentAmount_DM, rb0320_PersonLiving_DM,
rb0440_BenefitsStatementEndMenu_DM, tr0200_AskHowManyForms_DM,
tr0310_UnderstandingSS_DM, tr0320_RetirementBenefits_DM,
tr0330_DisabilityBenefits_DM, tr0340_SurvivorBenefits_DM,
tr0410_WorkAffectsBenefits_DM, tr0420_DisabledChildrenBenefits_DM,
tr0430_WomanSS_DM, and tr0540_MoreChoices_DM: over rid the global repeat
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command and added repeat option to local DM grammar and actions tab
07/11/2011 2.9

Full Detailed Design – FINAL (changes highlighted TURQUOISE)
B. Mittelstedter
- cs0230_ni1_01: corrected verbiage from "If want me..." to "If you want me..."
- cs0240_cnf_ini_02: updated verbiage: use 'claim' instead of 'application'
- mm1430_SocialSecurityCardMenu_DM: corrected verbiage on ni 2 and nm2 to
delete the additional option 3.
- mm1905_Checks_DM: updated prompts mm1905_ini_05 and mm1905_ini_06 with
correct third wednesday day (18th instead of 15th)
- mm2120_ChangeMsg_DM: corrected re-entry verbiage from 'areas' to 'area'
- mm2200_BecomePayee_DM: corrected re-entry verbiage from 'areas' to 'area'

07/14/2011 3.0

Full Detailed Design – FINAL (changes highlighted PINK):
B. Mittelstedter
- mm0600_BackoffMainMenu_DM: over rid global 'StartOver' behavior
- mm0210_SFMainMenu_DM: over rid global 'StartOver' behavior
- fl0120_OfficeLocationInfo_DM: updated verbiage in fl0120_ini_35 - included
'Federal'
- fl0125_CardCenterInfo_DM: updated verbiage in fl0125_ini_43 and fl0125_ini_69 to
include 'Federal' holidays
- fl0120_OfficeLocationInfo_DM: removed phone number reference
- fl0125_CardCenterInfo_DM: removed phone number reference
- Global StartOVer: added prompt 'All right. Main Menu.' and go to
mm0200_SFToggle_DS instead of ProcessStartOver_DS
- ProcessStartOver_DS: Deleted
- ka0352_CollectFullName_DS: NEW State - if collect_full_name=true go to
ka0355_TNRSGetName_DM and if collect_full_name=false go to
ka0330_SetCallerNameParameters_DS
- ka0325_TNRSLocation_DS: removed 2nd 'collect_full_name' conditions; If
tnrs_db_upfront=true then always go to ka0350_TNRS_DB
- ka0350_TNRS_DB: update transition for the condition 'If tnrs_statusCode=0000
(success) AND tnrs_db_upfront' then go to new state ka0352_CollectFullName_DS
- fl0115_PhysicalZipCode_DM: changed 2nd prompt from 'initial' to re-entry
- mm0210_SFMainMenu_DM: correct prompt mm0210_cnf_ini_19 to say 'our' instead
of 'or'
- mm0210_SFMainMenu_DM: corrected prompt mm0210_cnf_ini_22 to remove 'the'
- mm0900_BenefitsMoreOptions_DM: corrected prompt mm0900_out_01 to make
'Earning' plural
- mm1105_MedicareCardsMenu_DM: corrected prompt mm1105_ni1_01 so first
option is press 1 and prompt mm1105_nm1_01 added the missing [press] 2
- mm1500_CitizenshipQuestion_DM: corrected prompt mm1500_ni1_01 - added 'the'
- mm1510_CitizenDocumentsMsgPart1_DM: corrected prompt mm1510_nm2_01 to
make 'document' plural

07/20/2011 3.1

Full Detailed Design – FINAL (changes highlighted PINK):

B. Mittelstedter

- fl0102_EvaluateZipCode_DB: added psscc to the success else condition on actions
tab
- fl0105_CardCenterNeededQuestion_DM: added psscc to the yes else condition on
actions tab
- fl0102_EvaluateZipCode_DB: added philly offices 'psscc' to the return card_center
description
- ka0360_SetCallerNameRetryParameters_DS and
ka0330_SetCallerNameParameters_DS and
ka0420_SetAlternativeNameParameters_DS and
ka0610_SetMaidenNameParameters_DS: no longer
assign'collectname_collectfortranscription
- removed the variable 'collectname_collectfortranscription'
- mm3020_ProcessTransfer_DS: added level 2 conditions 'If transfer_reason=error or
failure' and 'else'
- mm0310_ChangeOfAddress_SD: If coa_transaction_status=failure assign
transfer_reason=failure
- mm0320_FieldOfficeLocator_SD: If fol_transaction_status=failure assign

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transfer_reason=failure
- mm0330_DirectDeposit_SD: If dd_transaction_status=failure assign
transfer_reason=failure
- mm0505_BEVE_SD: If beve_transaction_status=failure assign
transfer_reason=failure
- mm0520_ApplicationStatus_SD: If claims_transaction_status=failure assign
transfer_reason=failure
- mm0530_BenefitsStatement_SD: If benefits_transaction_status=failure assign
transfer_reason=failure
- mm0550_Transcription_SD: If transcription_transaction_status=failure assign
transfer_reason=failure
- mm0565_MRC_SD: If mrc_transaction_status=failure assign
transfer_reason=failure
- generated unnamed prompt names
- mm0122_AfterHoursCheck_DS: NEW STATE
- mm0124_OfficeClosedMsg_PP: NEW STATE
- mm0120_RecordingMsg_DM: updated the transitions for no match 2 and no input 1
to go to mm0122_AfterHoursCheck_DS instead of mm0125_ABRStatus_DS
- mm1810_CitizenshipMsg_DM :mm1810_ni1_01 - corrected verbiage, say '...on
becoming...' instead of '...about becoming...'
- mm1905_Checks_DM: mm1905_ini_04 - corrected verbiage, removed 'the' before
February 3rd
- na0150_SpellLast_DM: updated duplicate nm2 prompts to no input
- mm3020_ProcessTransfer_DS: added territory conditions (once received, I'll need
to add the hours for Guam, American Simoa, and Marietaa Islands)
07/22/2011 3.2

Full Detailed Design – FINAL (changes highlighted PINK):

B. Mittelstedter

* fl0120_OfficeLocationInfo_DM: updated address readback
* fl0125_CardCenterInfo_DM: updated address readback
* mm1760_HelpWithDrugCosts_DM: updated verbiage in mm1760_ini_05 (...married
couple living together.) and mm1760_ini_01 (resources must be limited to)
* added variable address_returned to appendix (used in
tr0110_ReverseANILookup_DB)
* mm0530_BenefitsStatement_SD: added condition to actions 'Elseif
benefits_statement_transaction_status=replacement go to MM3000'
07/26/2011 3.3

Full Detailed Design – FINAL (changes highlighted PINK):

B. Mittelstedter

- mm0124_OfficeClosedMsg_PP: updated office hours verbiage
- mm3020_ProcessTransfer_DS: updated office hours verbiage
- na0200_ConfirmName_DM: updated the first and last name conditions to always
confirm first and last name if name_collect_task=caller
- mm0900_BenefitsMoreOptions_DM: assigned 'current_task=benefits_verification'
for the 'proof of income' option
- mm1900_ReceivingBenefits_DM: assigned 'current_task=checks' for the 'yes' option
- re-imported FOL module
08/02/2011 3.4

Full Detailed Design – FINAL (changes highlighted PINK):

B. Mittelstedter

- mm0600_BackoffMainMenu_DM: updated the comments in the sample expressions
to accurately reflect the options
- mm0600_BackoffMainMenu_DM: included the sample phrases 'application status'
and 'check application status' for the return grammar value application_status
- cs0240_OneClaimEnd_DM: removed the local repeat option from the grammar and
the no match prompts if condition is office_hours=true
- cs0120_ConfirmationNumber_DM: added a developer note and a local command
action for 'StartOver' to assign confirmation_number_first_entry=true.
- Regenerated prompt names (mm0900_out_04 and mm1900_out_02 were missing,
but are in UI now)
08/04/2011 3.5

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- - mm0110_LanguageSelection_DM: over rid the global operator and repeat
commands
08/10/2011 3.6

Full Detailed Design – FINAL (changes highlighted PINK):

B. Mittelstedter

* cs0260_NoStatusEnd_DM: updated prompt cs0260_nm1_01, removed repeat
option (fix for CR3950)
* mm1720_MedicareEnrollMsg_DM: updated the 2nd no match 2 (mm1720_nm2_04)
to be no input 2 re-named prompt from mm1720_nm2_04 to mm1720_ni2_02 (fix for
CR3975)
* Appendix A: updated tnrs_checked variable default = false (fix for CR3967)
* ka0410_AltNameQuestion_DM: updated no match 2 from a script to a prompt and
named prompt (ka0410_nm2_01)
* mm0130_GetVariablesAnn_DB: broke broadcastPrompt, startTime, and endTime
into three separate variables.
* mm0130_GetVariablesAnn_DB: simplified the condition in the actions tab that goes
to mm0140 and added a developer note.
* mm0140_EmergencyMsg_PP: added secondary conditions and included silence in
the comments instead of as prompts (should play after)
* mm0140_EmergencyMsg_PP:added 'Else' condition to the actions tab
08/15/2011 3.7

Full Detailed Design – FINAL (changes highlighted PINK):

B. Mittelstedter

* fl0120_OfficeLocationInfo_DM: fl0120_ini_01 - updated prompt verbiage, changed
'nearest' to 'servicing'
* fl0120_OfficeLocationInfo_DM: fl0120_ini_07 - updated prompt verbiage, changed
'their' to 'the'
* fl0125_CardCenterInfo_DM: fl0125_ini_08 and fl0125_ini_39 - updated prompt
verbiage, changed 'their' to 'the'
* fl0115_PhysicalZipCode_DM: fl0115_out_01 - updated prompt verbiage, changed
'nearest' to 'servicing'
* fl0120_OfficeLocationInfo_DM: updated verbiage in initial, no match, and no input
prompts to remove directions option
* fl0120_OfficeLocationInfo_DM: removed confirmation for 'directions'
* fl0125_CardCenterInfo_DM: removed confirmation for 'directions'
* fl0125_CardCenterInfo_DM: updated verbiage
08/22/2011 3.8

Full Detailed Design – FINAL (changes highlighted PINK):

B. Mittelstedter

* ka0510_GetDOB_DM: clarified the initial prompt conditions
* fl0100_GetZipCode_DM: clarified condition for reprompt (fix CR4005)
* ad0240_ExitSuccessPrompts_PP: updated developer note; always play the same
exit prompt instead of playing 1 random exit prompt out of 3
* global: gl_cnf_ni3_01 and gl_cnf_nm3_01 - updated prompt verbiage to
accomodate dev restrictions
* tr0550_ConcludeChoices_PP: add condition 'if pamphlet_get_number=0, prompt
and return to calling dialogue and condition 'else'
* ka0340_GetCallerName_SD: If name_status=success and tnrs_checked=true,
updated second condition
* ka0370_GetCallerNameRetry_SD: removed comment for condition 'If name_status
= success and if tnrs_checked = true' and updated the level 2 condition; no longer
assign the caller_alternative_name
* ka0400_AltNameNull_DS: removed the second condition 'Else if
caller_alternative_name=NULL AND tnrs_checked=true' and updated the first
condition to remove tnrs_checked = false
* ka0355_TNRSGetName_DM: Removed the comment and added the conditions
08/25/2011 3.9

Full Detailed Design – FINAL (changes highlighted PINK):

B. Mittelstedter

* ca0435_EffectiveDate_DM: removed 'April' from the sample phrases
* ad0140_FullAddress_DM: removed help command (ad0140_cnf_help1_01)

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* ad0150_SecondaryAddress_DM: removed help command (ad0150_cnf_help1_01)
* tr0540_MoreChoices_DM: updated conditions if option = 'yes'
* tr0545_PamphletCheck_DS: NEW STATE
* tr0310_UnderstandingSS_DM: updated initial re-prompt condition
* tr0320_RetirementBenefits_DM, tr0330_DisabilityBenefits_DM,
tr0340_SurvivorBenefits_DM, tr0410_WorkAffectsBenefits_DM,
tr0420_DisabledChildrenBenefits_DM, tr0430_WomanSS_DM: updated initial reprompt condition
09/06/2011 4.0

Full Detailed Design – FINAL (changes highlighted PINK):

Brook
Mittelstedter

* ca0435_EffectiveDate_DM: removed 'April' from the sample phrases
* ad0140_FullAddress_DM: removed help command (ad0140_cnf_help1_01)
* ad0150_SecondaryAddress_DM: removed help command (ad0150_cnf_help1_01)
* tr0540_MoreChoices_DM: updated conditions if option = 'yes'
* tr0545_PamphletCheck_DS: NEW STATE
* tr0310_UnderstandingSS_DM: updated initial re-prompt condition
* tr0320_RetirementBenefits_DM, tr0330_DisabilityBenefits_DM,
tr0340_SurvivorBenefits_DM, tr0410_WorkAffectsBenefits_DM,
tr0420_DisabledChildrenBenefits_DM, tr0430_WomanSS_DM: updated initial reprompt condition
* cs0200_ClaimsRetrieval_DB: removed 1111=Application is in off season (Dec. 15 Jan. 31) from the cs_statusCode return description.
* ka0510_GetDOB_DM: specified that 6-8 digits should be allowed for DOB entry
* ad0150_SecondaryAddress_DM: added suite, building, floor, and mailstop to
sample phrases, grammar, and confirmation.
* ad0150_SecondaryAddress_DM: overrid the global no match/no input confirmation
prompts
*ad0140_FullAddress_DM: overrid the global no match/no input confirmation prompts
09/23/2011 4.1

Full Detailed Design – FINAL (changes highlighted PINK):

B. Mittelstedter

FOL
* Updated the following promtps to replace 'field office' with 'local office':
fl0100_nm2_01fl0100_nm2_01, fl0100_ni2_01, fl0120_ini_02, fl0120_nm2_02,
fl0120_ni2_01, fl0120_nm2_01, fl0120_ni2_02, fl0125_ini_24, fl0125_ini_25,
fl0125_ree_01, fl0125_ree_02, fl0125_nm1_01, fl0125_nm1_02, fl0125_nm2_01,
fl0125_nm2_02, fl0125_ni1_01, fl0125_ni1_02, fl0125_ni2_01, fl0125_ni2_02,
fl0125_cnf_ini_02, fl0150_out_01
- fl0125_CardCenterInfo_DM: updated the sample phrase from 'field office' to 'local
office'
Other updates
* ad0260_Recording_DM: grayed state out since doesn't apply to SSA design
* ad0150_SecondaryAddress_DM: abbreviated return grammars (i.e. instead of
apartment use apt)
* mm0600_BackoffMainMenu_DM: assigned current task for office locations
* * mm1720_MedicareEnrollMsg_DM: Updated verbiage in prompt mm1720_ini_01
and removed conditions for option 2 (remove prompt mm1720_out_01)
10/18/2011 4.2

Full Detailed Design – FINAL (changes highlighted PINK):

Brook
Mittelstedter

- ka0105__AttestFlagCheck_DS: NEW STATE
- fl0125_CardCenterInfo_DM: removed exit prompt fl0125_out_04
- ka0220_OMBNumber_PP: added dev note
- ka0100_ElementsCheck_DB: added dev note
10/27/2011 4.3

NLU updates made after tagging (changes highlighted in ORANGE):

Brook
Mittelstedter

- mm0420_SS5VerifyMsg_DM: updated node name to
mm0420_AddressVerifyMsg_DM

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- mm0210_SFMainMenu_DM: added the following options and corresponding actions
/confirmations: address, disability, employment, proof_of_income, ssn_verify,
replacement_general, update_info, appeal_new, appointment, back_payment,
balance, benefits_problem, billing, birth, cancel, card_social_security, case_change,
change_ssi, check_replacement,child_support, circuit_breaker, citizenship,
claim_medicare, college, complaint, death, debit_card, deductions,dependent,
disability_other, divorce, earnings_general, employment_change, fax, food_stamps,
fraud, housing,insurance, legal, letter,license, loans, marriage, military,
new_application_status, new_claim, password, payment_amount,
payment_arrangement, payment_over, payment_stop, pension, refund, retirement,
return_call, tax_withholding, w2_form
- mm0210_SFMainMenu_DM: updated the option ss5_verify to name_address_verify
- mm0430_AddressDisambig_DM: NEW STATE
- mm0440_DisabilityDisambig_DM: NEW STATE
- mm0450_EmploymentDisambig_DM: NEW STATE
- mm0460_SSNVerification_DM: NEW STATE
- mm0470_ReplacementDisambig_DM: NEW STATE
- fl0105_out_05: deleted prompt
- mm1210_InternetAddress_DM: added the option 'problem'. Updated all prompting
and corresponding actions /confirmations.
- mm0420_SS5VerifyMsg_DM: updated node name to
mm0420_AddressVerifyMsg_DM
- mm0210_SFMainMenu_DM: updated prompt verbiage - mm0210_cnf_ini_02,
mm0210_cnf_ini_06, mm0210_out_07, and mm0210_cnf_ini_10
10/28/2011 4.4

NLU updates made after tagging (changes highlighted in ORANGE):

Brook
Mittelstedter

* mm0210_SFMainMenu_DM: updated grammar options to match app tag
* over rid the global agent option and added locally
10/31/2011 4.5

Updated made per executive review changes highlighted in YELLOW):

Brook
Mittelstedter

* mm0610_BackoffOtherOptionsMenu_DM: Updated initial and no match /no input
verbiage and DTMF grammar options to make 'apply for benefits' the second option
instead of the fourth.
11/04/2011 4.6

Cola and tax messages are dynamic and come from RAU Updated made per
executive review changes highlighted in YELLOW):

Brook
Mittelstedter

- mm0300_COLAMsg_DM: DELETED
- mm0300_GetCOLABroadcast_DB: NEW STATE
- mm0302_COLAMsg_PP: NEW STATE
- mm0303_AskRepeatCola_DM: NEW STATE
- mm0400_TaxesMsg_DM: DELETED
- mm0400_GetTaxesBroadcast_DB: NEW STATE
- mm0405_TaxesMsg_PP: NEW STATE
- mm0410_AskRepeatTaxes_DM: NEW STATE
- mm0210_SFMainMenu_DM: updated the action for 'cost of living adjustment' to go
to mm0300_GetCOLABroadcast_DB instead of mm0300_COLAMsg_DM
- mm0210_SFMainMenu_DM: updated the action for 'tax_general' to go to
mm0400_GetTaxesBroadcast_DB instead of mm0400_TaxesMsg_DM
- mm0210_SFMainMenu_DM: updated the action for the option 'benefits_verification'
to go to mm2000_ReceivingBenefits_DM instead of bv0100_PingHost_DB.
- mm0440_DisabilityDisambig_DM: added sample expressions for 'else'
- mm1210_InternetAddress_DM: corrected the grammar value for 'problem'
11/15/2011 4.7

Changes made for NLU build out highlighted in YELLOW:

Brook
Mittelstedter

- mm0210_SFMainMenu_DM: updated confirmation mode to 'always' for the agent
option
- mm0210_SFMainMenu_DM: added local main menu option to the grammars,
action, and confirmation.

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- mm0405_TaxesMsg_PP: added static prompts
11/30/2011 4.8

Changes made pursuant to NLU build out (highlighted in a sort of SAGE GREEN):

T. Sheeder

> corrected reco option ‘1099_benefits_statement’ (changed upper to lower case) on
the confirmation tab
> corrected label for ‘1099_benefits_statement’ (changed upper to lower case) on the
actions tab
> corrected reco option ‘claims_status_general’ (changed ‘claim_...’ to ‘claims_...’)
on the confirmation tab
> corrected reco option ‘claims_status_new’ (changed ‘status_...’ to ‘claims_...’) on
the confirmation tab
> corrected reco option ‘transfer_check_replacement’ (changed ‘…_replacment’ to
‘…_replacement’) on the grammar tab
> added ‘spanish’ option on the actions tab
12/05/2011 4.9

Changes per CRs (highlighted in a sort of TEAL):

T. Sheeder

> CR5006: mm0405_TaxesMsg_PP - revised prompt names and adjusted logic (to
accomodate final silence)
> CR5033: mm0410_AskRepeatTaxes_DM - revised summary (changed from COLA
to taxes); changed 'go to' for repeat command (from 0302 to 0405)
> CR5034: added 'go to' states for yes and no options (missing)
> CR5037: removed (unshared) 'event.conf.noinput' from global Recovery Behavior
> CR5040: added'repeat' option to Actions table (previously missing); removed
(disabled) repeat command (global in conflict with state grammar)
> CR5022: mm2050_FutureBenefitsBudgetaryMsg_PP - revised prompt text ('this' for
'the') to match recorded prompt
> CR5043: mm1220_InternetInformation_DM - corrected 'noinput2' behavior
(mislabled 'nomatch2') and changed prompt name (from 'mm1220_nm2_03' to
'mm1220_ni2_01')
> CR5049: mm1940_LatePaymentExit_DM - added prompts (global repeat prompt) to
local repeat behavior
> CR5025: changed max disconfirmation limit from 2 (global behavior) to 1

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Table of Contents
Revision History ........................................................................................................................................ 2
Table of Contents .................................................................................................................................... 15
Chapter 1: Global Behavior .......................................................................................................................... 22
1.1 Recovery Behavior ............................................................................................................................. 22
1.2 Global Commands .............................................................................................................................. 22
1.3 Global Confirmation ........................................................................................................................... 22
1.4 Global Config Parameters................................................................................................................... 23
Chapter 2: Detailed Dialog Specification ..................................................................................................... 25
2.1 main Dialog ........................................................................................................................................ 25
mm0050_EntryRouting_DS ................................................................................................................. 25
mm0100_WelcomeMsg_PP ................................................................................................................. 25
mm0110_LanguageSelection_DM ....................................................................................................... 26
mm0120_RecordingMsg_DM .............................................................................................................. 26
mm0122_AfterHoursCheck_DS........................................................................................................... 27
mm0124_OfficeClosedMsg_PP ........................................................................................................... 28
mm0125_ABRStatus_DS ..................................................................................................................... 28
mm0130_GetVariablesAnn_DB........................................................................................................... 28
mm0140_EmergencyMsg_PP .............................................................................................................. 29
mm0150_SpanishApp_EC ................................................................................................................... 30
mm0160_WebsiteInfo_PP .................................................................................................................... 30
mm0200_SFToggle_DS ....................................................................................................................... 31
mm0210_SFMainMenu_DM ............................................................................................................... 31
mm0300_GetCOLABroadcast_DB ...................................................................................................... 43
mm0302_COLAMsg_PP ...................................................................................................................... 44
mm0303_AskRepeatCola_DM ............................................................................................................ 44
mm0305_ChangeOfAddressKBA_DS ................................................................................................. 45
mm0310_ChangeOfAddress_SD ......................................................................................................... 46
mm0320_FieldOfficeLocator_SD ........................................................................................................ 46
mm0325_DirectDepositKBA_DS ........................................................................................................ 47
mm0330_DirectDeposit_SD ................................................................................................................ 47
mm0400_GetTaxesBroadcast_DB ....................................................................................................... 48
mm0405_TaxesMsg_PP ....................................................................................................................... 48
mm0410_AskRepeatTaxes_DM........................................................................................................... 49
mm0420_AddressVerifyMsg_DM ....................................................................................................... 50
mm0430_AddressDisambig_DM ......................................................................................................... 52
mm0440_DisabilityDisambig_DM ...................................................................................................... 53
mm0450_EmploymentDisambig_DM ................................................................................................. 55
mm0460_SSNVerification_DM ........................................................................................................... 56
mm0470_ReplacementDisambig_DM ................................................................................................. 57
mm0500_BEVEKBA_DS .................................................................................................................... 59
mm0505_BEVE_SD ............................................................................................................................ 59
mm0515_ApplicationStatusKBA_DS .................................................................................................. 60
mm0520_ApplicationStatus_SD .......................................................................................................... 60
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mm0525_BenefitsStatementKBA_DS ................................................................................................. 61
mm0530_BenefitsStatement_SD.......................................................................................................... 61
mm0540_BestTimeMsg_PP ................................................................................................................. 62
mm0545_TranscriptionKBA_DS ......................................................................................................... 62
mm0550_Transcription_SD ................................................................................................................. 63
mm0560_MRCKBA_DS...................................................................................................................... 63
mm0565_MRC_SD .............................................................................................................................. 63
mm0600_BackoffMainMenu_DM ....................................................................................................... 64
mm0610_BackoffOtherOptionsMenu_DM .......................................................................................... 67
mm0700_Benefits_DM ........................................................................................................................ 69
mm0800_BenefitsApplicationMenu_DM ............................................................................................ 71
mm0810_ApplicationStatusQuestion_DM .......................................................................................... 73
mm0900_BenefitsMoreOptions_DM ................................................................................................... 74
mm0910_UpdatePersonalInfo_DM ...................................................................................................... 77
mm1100_SocialSecurityCardsMenu_DM ............................................................................................ 79
mm1105_MedicareCardsMenu_DM .................................................................................................... 80
mm1110_UpdatePersonalInfo_DM ...................................................................................................... 82
mm1210_InternetAddress_DM ............................................................................................................ 84
mm1220_InternetInformation_DM ...................................................................................................... 85
mm1300_WhichCard_DM ................................................................................................................... 86
mm1310_BothCardsMsg_PP ............................................................................................................... 88
mm1400_SSReplacementMsg_PP ....................................................................................................... 89
mm1410_SSNewMsg_PP .................................................................................................................... 89
mm1420_SSUpdateMsg_PP................................................................................................................. 90
mm1430_SocialSecurityCardMenu_DM ............................................................................................. 90
mm1500_CitizenshipQuestion_DM ..................................................................................................... 92
mm1510_CitizenDocumentsMsgPart1_DM ........................................................................................ 94
mm1512_CitizenDocumentsMsgPart2_DM ........................................................................................ 96
mm1515_NonCitizenDocumentsMsgPart1_DM ................................................................................. 97
mm1517_NonCitizenDocumentsMsgPart2_DM ................................................................................. 99
mm1519_NonCitizenDocumentsMsgPart3_DM ............................................................................... 101
mm1520_GetForm_DM ..................................................................................................................... 102
mm1530_WebsiteInstructions_DM.................................................................................................... 105
mm1600_SubmitForm_DM ............................................................................................................... 106
mm1700_MedicareApplyMenu_DM ................................................................................................. 107
mm1710_ReplacementCardQuestion_DM......................................................................................... 108
mm1720_MedicareEnrollMsg_DM ................................................................................................... 109
mm1730_MedicareDrugQuestion_DM .............................................................................................. 111
mm1740_MedicareSusidyMsg_DM................................................................................................... 112
mm1750_AskPartD_DM .................................................................................................................... 113
mm1760_HelpWithDrugCosts_DM ................................................................................................... 114
mm1770_OrderDrugFormQuestion_DM ........................................................................................... 116
mm1800_SSIMenu_DM .................................................................................................................... 117
mm1810_CitizenshipMsg_DM .......................................................................................................... 119
mm1900_ReceivingBenefits_DM ...................................................................................................... 120
mm1905_Checks_DM ........................................................................................................................ 121
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mm1907_LatePaymentQuestion_DM ................................................................................................ 124
mm1910_LatePaymentMenu_DM ..................................................................................................... 125
mm1920_DepositMsg_PP .................................................................................................................. 127
mm1930_MailMsg_PP ....................................................................................................................... 128
mm1940_LatePaymentExit_DM ........................................................................................................ 128
mm2000_ReceivingBenefits_DM ...................................................................................................... 129
mm2010_BenefitsEarnings_DM ........................................................................................................ 131
mm2030_OtherQuestions_DM........................................................................................................... 132
mm2040_FutureBenefits_DM ............................................................................................................ 133
mm2050_FutureBenefitsBudgetaryMsg_PP ...................................................................................... 135
mm2100_RepPayeeMenu_DM .......................................................................................................... 136
mm2110_ProgramMsg_DM ............................................................................................................... 138
mm2120_ChangeMsg_DM ................................................................................................................ 140
mm2200_BecomePayee_DM ............................................................................................................. 142
mm2210_PayeeMisuse_DM............................................................................................................... 144
mm2300_FormsGeneral_DM ............................................................................................................. 147
mm2400_EarningsMenu_DM ............................................................................................................ 148
mm3000_ABRStatus_DS ................................................................................................................... 150
mm3002_PingHost_DB...................................................................................................................... 151
mm3005_KBAuthentication_SD........................................................................................................ 152
mm3020_ProcessTransfer_DS ........................................................................................................... 152
mm3030_CallTransfer_CX ................................................................................................................ 153
2.2 AddressOSDM Dialog ...................................................................................................................... 154
ad0100_BranchCollectedZipSet_DS .................................................................................................. 154
ad0050_EntryPrompt_DM ................................................................................................................. 154
ad0110_zipcode_DM.......................................................................................................................... 155
ad0120_ZipLookup_DB ..................................................................................................................... 156
ad0130_ZipLookupErrorPrompt_PP .................................................................................................. 156
ad0140_FullAddress_DM .................................................................................................................. 157
ad0150_SecondaryAddress_DM ........................................................................................................ 159
ad0160_BranchConfirmOrNot_DS .................................................................................................... 161
ad0200_ConfirmFull_DM .................................................................................................................. 161
ad0210_BranchExceedMaxCorrections_DS ...................................................................................... 164
ad0220_CheckPreviousConfirmations_DS ........................................................................................ 164
ad0230_ExitFailurePrompts_PP ......................................................................................................... 164
ad0240_ExitSuccessPrompts_PP ....................................................................................................... 165
ad0250_BranchRecordOrNot_DS ...................................................................................................... 165
ad0260_Recording_DM ..................................................................................................................... 165
2.3 BenefitsVerification Dialog .............................................................................................................. 167
bv0100_PingHost_DB ........................................................................................................................ 167
bv0130_KBAuthentication_SD .......................................................................................................... 167
bv0210_BEVESuccess_PP ................................................................................................................. 168
bv0220_TransactionEnd_PP............................................................................................................... 168
2.4 ChangeOfAddress Dialog ................................................................................................................. 170
ca0100_PingHost_DB ........................................................................................................................ 170
ca0200_IntroMsg_PP ......................................................................................................................... 170
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ca0220_ReceivingBenefits_DM ......................................................................................................... 171
ca0230_NotEligible_DM .................................................................................................................... 172
ca0240_NotEligibleDetails_DM ........................................................................................................ 173
ca0260_CallingAboutSelf_DM .......................................................................................................... 175
ca0300_KBAuthentication_SD .......................................................................................................... 176
ca0310_TypeOfChange_DM .............................................................................................................. 177
ca0320_SetAddressParameters_DS .................................................................................................... 178
ca0330_AddressOSDM_SD ............................................................................................................... 179
ca0400_RemoveOrChangePhone_DM .............................................................................................. 180
ca0410_TypeOfPhone_DM ................................................................................................................ 181
ca0420_CollectPhoneNumber_DM .................................................................................................... 182
ca0430_COAEffectiveASAP_DM ..................................................................................................... 184
ca0435_EffectiveDate_DM ................................................................................................................ 185
ca0440_SendAddressPhone_DB ........................................................................................................ 186
2.5 ClaimStatusRequests Dialog ............................................................................................................ 189
cs0100_PingHost_DB ........................................................................................................................ 189
cs0110_KBAuthentication_SD .......................................................................................................... 189
cs0120_ConfirmationNumber_DM .................................................................................................... 190
cs0200_ClaimsRetrieval_DB ............................................................................................................. 192
cs0210_WhichClaim_DM .................................................................................................................. 194
cs0220_ClaimStatusMsg_PP .............................................................................................................. 196
cs0230_RepeatStatus_DM.................................................................................................................. 200
cs0240_OneClaimEnd_DM ................................................................................................................ 201
cs0250_MultiClaimEnd_DM ............................................................................................................. 202
cs0260_NoStatusEnd_DM ................................................................................................................. 204
cs0270_MultiLastClaimEnd_DM....................................................................................................... 206
2.6 DirectDeposit Dialog ........................................................................................................................ 209
dd0100_PingHost_DB ........................................................................................................................ 209
dd0200_IntroMsg_PP ......................................................................................................................... 209
dd0220_ReceivingBenefits_DM ........................................................................................................ 210
dd0230_NotEligible_PP ..................................................................................................................... 211
dd0260_CallingAboutSelf_DM .......................................................................................................... 211
dd0300_KBAuthentication_SD .......................................................................................................... 213
dd0400_DDEffectiveASAP_DM ....................................................................................................... 213
dd0410_EffectiveMonth_DM............................................................................................................. 214
dd0430_AccountType_DM ................................................................................................................ 218
dd0440_CollectRoutingNumber_DM ................................................................................................ 220
dd0450_CollectAccountNumber_DM ................................................................................................ 222
dd0460_SendDirectDepositInfo_DB .................................................................................................. 224
2.7 FieldOfficeLocator Dialog................................................................................................................ 226
fl0100_GetZipCode_DM .................................................................................................................... 226
fl0102_EvaluateZipCode_DB ............................................................................................................ 227
fl0105_CardCenterNeededQuestion_DM .......................................................................................... 228
fl0115_PhysicalZipCode_DM ............................................................................................................ 229
fl0120_OfficeLocationInfo_DM ........................................................................................................ 230
fl0125_CardCenterInfo_DM .............................................................................................................. 234
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fl0135_FindFOFromZip_DB.............................................................................................................. 239
fl0140_ZipFailedFirstTimeMsg_PP ................................................................................................... 240
fl0150_NoFOMsg_PP ........................................................................................................................ 241
2.8 KnowledgeBasedAuthentication Dialog .......................................................................................... 242
ka0100_ElementsCheck_DB .............................................................................................................. 242
ka0105__AttestFlagCheck_DS .......................................................................................................... 243
ka0110_AttestCheck_DS .................................................................................................................... 244
ka0200_PreAttestationMsg_PP .......................................................................................................... 244
ka0210_AttestationQuestion_DM ...................................................................................................... 245
ka0220_OMBNumber_PP .................................................................................................................. 247
ka0225_WhichActDetails_DM .......................................................................................................... 247
ka0230_PrivacyActDetails_DM ......................................................................................................... 249
ka0240_PaperworkActDetails_DM .................................................................................................... 251
ka0250_PrivacyEndMenu_DM .......................................................................................................... 252
ka0260_PaperworkEndMenu_DM ..................................................................................................... 253
ka0270_PerjuryMessage_DM ............................................................................................................ 254
ka0300_SSNNull_DS ......................................................................................................................... 256
ka0310_GetSSN_DM ......................................................................................................................... 256
ka0320_NameNull_DS ....................................................................................................................... 258
ka0325_TNRSLocation_DS ............................................................................................................... 258
ka0330_SetCallerNameParameters_DS ............................................................................................. 258
ka0340_GetCallerName_SD .............................................................................................................. 259
ka0350_TNRS_DB ............................................................................................................................. 260
ka0352_CollectFullName_DS ............................................................................................................ 261
ka0355_TNRSGetName_DM............................................................................................................. 261
ka0360_SetCallerNameRetryParameters_DS .................................................................................... 263
ka0370_GetCallerNameRetry_SD ..................................................................................................... 264
ka0400_AltNameNull_DS.................................................................................................................. 264
ka0410_AltNameQuestion_DM ......................................................................................................... 265
ka0420_SetAlternativeNameParameters_DS ..................................................................................... 266
ka0430_GetAlternativeName_SD ...................................................................................................... 267
ka0500_DOBNull_DS ........................................................................................................................ 267
ka0510_GetDOB_DM ........................................................................................................................ 268
ka0600_MaidenNameNull_DS........................................................................................................... 269
ka0610_SetMaidenNameParameters_DS ........................................................................................... 270
ka0620_GetMaidenName_SD ............................................................................................................ 270
ka0700_POBNull_DS ........................................................................................................................ 271
ka0710_GetPlaceOfBirth_DM ........................................................................................................... 271
ka0800_LastPaymentNull_DS ........................................................................................................... 277
ka0810_GetLastPaymentAmount_DM .............................................................................................. 278
ka0820_CantProceedMsg_PP............................................................................................................. 279
ka0830_ScreenPopSplashReturn_PP ................................................................................................. 280
ka0900_CheckingInfoMsg_PP ........................................................................................................... 281
ka0905_ScreenSplashKB_DB ............................................................................................................ 281
ka0910_QueryKB_DB ....................................................................................................................... 282
ka0920_SuccessMsg_PP .................................................................................................................... 284
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ka0930_FailureMsg_PP...................................................................................................................... 285
ka0940_AccountBlockedMsg_PP ...................................................................................................... 285
2.9 MedicareReplacementCard Dialog ................................................................................................... 287
mr0100_PingHost_DB ....................................................................................................................... 287
mr0130_KBAuthentication_SD ......................................................................................................... 287
mr0210_MRCSuccess_PP .................................................................................................................. 288
mr0220_TransactionEnd_PP .............................................................................................................. 288
2.10 NameOSDM Dialog ....................................................................................................................... 290
na0110_PlayEntryPrompt_PP ............................................................................................................ 290
na0120_SayAndSpellFirst_DM .......................................................................................................... 290
na0130_SayAndSpellLast_DM .......................................................................................................... 292
na0140_SpellFirst_DM ...................................................................................................................... 294
na0150_SpellLast_DM ....................................................................................................................... 296
na0200_ConfirmName_DM ............................................................................................................... 298
na0210_ExitSuccessPrompts_PP ....................................................................................................... 300
na0220_ConfirmationApology_PP..................................................................................................... 301
2.11 ReplacementBenefitStatement Dialog ............................................................................................ 302
rb0110_CurrentYearQuestion_DM .................................................................................................... 302
rb0130_1099JanuaryEnd_DM ............................................................................................................ 303
rb0200_PingHost_DB ........................................................................................................................ 305
rb0300_KBAuthentication_SD .......................................................................................................... 305
rb0310_FormForSelf_DM .................................................................................................................. 306
rb0320_PersonLiving_DM ................................................................................................................. 307
rb0330_DeceasedSocial_DM ............................................................................................................. 308
rb0400_SendStatement_DB ............................................................................................................... 310
rb0410_SuccessMsg_PP ..................................................................................................................... 311
rb0420_NoRelationshipEnd_DM ....................................................................................................... 312
rb0440_BenefitsStatementEndMenu_DM ......................................................................................... 313
2.12 Transcription Dialog ....................................................................................................................... 315
tr0105_PlayTransIntro_PP ................................................................................................................. 315
tr0110_ReverseANILookup_DB ........................................................................................................ 315
tr0120_ConfirmAddress_DM ............................................................................................................. 316
tr0130_SetAddressParameters_DS ..................................................................................................... 318
tr0140_AddressOSDM_SD ................................................................................................................ 318
tr0200_AskHowManyForms_DM...................................................................................................... 319
tr0210_SubmitRequest_DB ................................................................................................................ 321
tr0220_SuccessMsg_PP...................................................................................................................... 321
tr0240_FailureMsg_PP ....................................................................................................................... 322
tr0310_UnderstandingSS_DM ........................................................................................................... 323
tr0320_RetirementBenefits_DM ........................................................................................................ 324
tr0330_DisabilityBenefits_DM .......................................................................................................... 326
tr0340_SurvivorBenefits_DM ............................................................................................................ 328
tr0410_WorkAffectsBenefits_DM ..................................................................................................... 329
tr0420_DisabledChildrenBenefits_DM .............................................................................................. 331
tr0430_WomanSS_DM ...................................................................................................................... 333
tr0540_MoreChoices_DM .................................................................................................................. 334
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tr0545_PamphletCheck_DS ............................................................................................................... 336
tr0550_ConcludeChoices_PP ............................................................................................................. 337
Appendix A: Variable Table ....................................................................................................................... 339
Variables ................................................................................................................................................. 339
Recognition Variables ............................................................................................................................ 349
Appendix B: Grammar Mapping Table ...................................................................................................... 356
main ........................................................................................................................................................ 356
AddressOSDM ........................................................................................................................................ 358
BenefitsVerification ................................................................................................................................ 359
ChangeOfAddress ................................................................................................................................... 359
ClaimStatusRequests .............................................................................................................................. 359
DirectDeposit .......................................................................................................................................... 359
FieldOfficeLocator ................................................................................................................................. 360
KnowledgeBasedAuthentication ............................................................................................................ 360
MedicareReplacementCard..................................................................................................................... 360
NameOSDM ........................................................................................................................................... 361
ReplacementBenefitStatement ................................................................................................................ 361
Transcription ........................................................................................................................................... 361

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User Interface Specification

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Chapter 1: Global Behavior
1.1 Recovery Behavior
Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

--

--

nomatch 2

Always

--

--

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

Always

--

--

noinput 2

Always

--

--

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

event.conf.noinput 1

--

--

goto : mm3000_ABRStatus_DS

event.conf.nomatch 1

--

--

goto : mm3000_ABRStatus_DS

event.nomatch 1

--

--

goto : mm3000_ABRStatus_DS

1.2 Global Commands
Grammar
Sample Expressions

DTMF

Command

Confirm

start over, main menu

*

StartOver

If Necessary

agent, operator, representative

0

operator

Always

repeat that, repeat

9

repeat

Never

Actions
Command

Condition

Action

Transition

repeat

--

Prompt : [gl_repeat_01]
Sure.

Re-Recognition : Reprompt

operator

--

Confirm :

goto : mm3000_ABRStatus_DS

StartOver

--

Prompt : [gl_StartOver_01]
All right. Main Menu.

goto : mm0200_SFToggle_DS

Command Confirmations
Command

Condition

Name

Wording

StartOver

Always

gl_cnf_StartOver_ Sounds like you want to go back to the main menu. Is that right?
01

operator

Always

gl_cnf_operator_0 You'd like to speak to someone. Right?
1

1.3 Global Confirmation
Initial Prompts
Option

Condition

Name

Wording

--

Always

gl_cnf_ini_01

You want

--

Always

gl_cnf_ini_02

Right?

Grammar

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Sample Phrases:
yes: yes, correct, right
no: no, no that's not correct, no it's not, no that's not right

Actions
Condition

Action

Transition

Upon negative confirmation

Prompt: [gl_cnf_out_01]
My Mistake

Collection

Upon positive confirmation

--

Node Action

Recovery Behavior
Type

Condition

Action

Transition

noinput1

--

--

Re-Recognition : Reprompt

noinput2

--

Prompt : [gl_cnf_ni2_01]
Sorry.

Re-Recognition : Reprompt

noinput3

--

Prompt : [gl_cnf_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

nomatch1

--

Prompt : [gl_cnf_nm1_01]
Sorry. Please say 'yes' or 'no.'

Re-Recognition : Reprompt

nomatch2

--

Prompt : [gl_cnf_nm2_01]
Sorry. Please say 'yes' or 'no.'

Re-Recognition : Reprompt

nomatch3

--

Prompt : [gl_cnf_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Confirmation Commands
--

Config Parameters
Parameter

Value

Confirmation_MaxInvalidanswers

2

1.4 Global Config Parameters
Config Parameters
Parameter

Value

__Maxnoinputs

--

__Maxnomatches

--

__Maxrepeats

--

entryprompt

empty by default

exitfailureprompt

default_address_exitfailureprompt

exitsuccessprompts

default_successprompts(1,2,3)

fetchaudio

percolate

fetchtimeout

1000 ms

maxcorrections

1

maxnoinputstotal

2

maxnomatchestotal

2

overallconfirmation

Always //can also be set to never

collectedzipcode

empty by default

collectfortranscription

false

citystatelookuperrorprompt

default_address_citystateookuperrorprompt

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User Interface Specification

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ziplookuperrorprompt

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default_address_ziplookuperrorprompt

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User Interface Specification

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Chapter 2: Detailed Dialog Specification
2.1 main Dialog
Includes the main menu (NLU and Directed Dialog), disambiguation states, and informational messages, as well as Operator Transfer
functionality.

mm0050_EntryRouting_DS
Decision
Evaluates applicationtag and lob variables to route the call upon entry.
Entering From

-Actions
Condition

Action

Transition

If
If lob=OIG
applicationtag=order_s
sn_card

--

goto : mm1100_SocialSecurityCardsMenu_DM

Elseif
If lob=OIG
applicationtag=earning
s_statement

--

goto : mm2400_EarningsMenu_DM

Else
If lob=OIG OR OCO Assign : non_national_transfer =true
(applicationtag=Undefi
ned)
^

Else

--

goto : mm0200_SFToggle_DS

goto : mm0100_WelcomeMsg_PP

Developer Notes
applicationtag maps to MainMenuChoice in IVR to ICM.
The following shows the value mappings for applicationtag to MainMenuChoice:
applicationtag=order_ssn_card | MainMenuChoice=card_social_security
applicationtag=earnings_statement | MainMenuChoice=earnings_statement

mm0100_WelcomeMsg_PP
Play Prompt
This state plays a generic welcome to SSA message
Entering From
mm0050_EntryRouting_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm0100_out_01

Thank you for calling Social Security.

Actions
Condition

Action

Transition

Always

--

goto : mm0110_LanguageSelection_DM

Developer Notes
--

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mm0110_LanguageSelection_DM
CustomContext Recognition
Language selection (Spanish or English) - '*' goes to Spanish, noinput to English.
Entering From
mm0100_WelcomeMsg_PP

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm0110_ini_01

Para español, marque 'Asterisco.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

// DTMF only

*

Never

Actions
Option

Condition

Action

Transition

spanish

Always

--

goto : mm0150_SpanishApp_EC

noinput

--

Comment : this row for call flow illustration only goto : mm0120_RecordingMsg_DM
- see Recovery Behavior for actual behavior

Type

Condition

Action

nomatch 1

Always

Prompt : [mm0110_nm1_01]
Re-Recognition :
Para español, marque 'Asterisco.' To continue
in Spanish, press the 'star' key. Otherwise, just
hold on and we'll continue in English.

nomatch 2

Always

--

goto : mm0120_RecordingMsg_DM

noinput 1

Always

--

goto : mm0120_RecordingMsg_DM

Recovery Behavior
Transition

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
StartOver, operator, repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm0120_RecordingMsg_DM
CustomContext Recognition
Presents standard monitoring message to English callers.
Entering From
mm0110_LanguageSelection_DM

Initial Prompts

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Type

Condition

Name

Wording

initial

Always

mm0120_ini_01

To ensure quality, your call may be monitored or recorded.

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

na
// spanish

*

Never

Actions
Option

Condition

Action

Transition

spanish

Always

--

goto : mm0150_SpanishApp_EC

noinput

--

Comment : this row for call flow illustration only goto :
- see Recovery Behavior for actual behavior
mm0122_AfterHoursCheck_DS

Type

Condition

Action

Transition

nomatch 1

Always

--

Re-Recognition : Reprompt

nomatch 2

Always

--

goto :
mm0122_AfterHoursCheck_DS

noinput 1

Always

--

goto :
mm0122_AfterHoursCheck_DS

Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
StartOver, operator, repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
Accepts dtmf_* to capture late Spanish callers. Timeout should be set to 1000 ms (i.e. very short)

mm0122_AfterHoursCheck_DS
Decision
Determines if it is currently during or after business hours and transitions accordingly.
Entering From
mm0120_RecordingMsg_DM

Actions
Condition

Action

Transition

If office_hours=true

--

goto : mm0125_ABRStatus_DS

Else (If office_hours=false)

--

goto : mm0124_OfficeClosedMsg_PP

Developer Notes
--

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mm0124_OfficeClosedMsg_PP
Simple Play Prompt
Message that informs callers upfront that the offices are currently closed, so no agents are available.
Entering From
mm0122_AfterHoursCheck_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm0124_out_01

Just so your aware, our offices are currently closed, but *I* can
help you. If you need to speak with someone, please call back
during our regular office hours - Monday through Friday:

initial

If Hawaii

mm0124_out_03

7 A.M. to 5 P.M.

initial

If Alaska, Standard Time

mm0124_out_04

7 A.M. to 6 P.M.

initial

If Guam or the Northern Marianas Islands mm0124_out_06

11 P.M. to 9 A.M.

initial

If American Samoa

mm0124_out_07

5 A.M. to 3 P.M.

initial

Else (if unknown or any other territory)

mm0124_out_05

7 A.M. to 7 P.M.

Actions
Condition

Action

Transition

Always

--

goto : mm0125_ABRStatus_DS

Developer Notes
--

mm0125_ABRStatus_DS
Decision
Evaluate A) whether ABR routing is in effect and B) abr variable to determine routing.
Entering From
mm0122_AfterHoursCheck_DS, mm0124_OfficeClosedMsg_PP

Actions
Condition

Action

Transition

If
If abr=4 AND
initial_abr_transfer=tru office_hours=true
e

--

goto : mm3000_ABRStatus_DS

^

--

goto : mm0130_GetVariablesAnn_DB

--

goto : mm0130_GetVariablesAnn_DB

Elseif abr=4 AND
office_hours=false

Else
Always
(initial_abr_transfer=fal
se)
Developer Notes
--

mm0130_GetVariablesAnn_DB
Data Access
Initial lookup to retrieve information related to optional 'emergency' messages.
Entering From
mm0125_ABRStatus_DS

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User Interface Specification

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Input parameters
Parameter

Value

broadcastName

--

language

English

Output parameters
Variable

Description

broadcastPrompt1

the name of the recording (wav file)

broadcastPrompt2

the name of the recording (wav file)

broadcastPrompt3

the name of the recording (wav file)

startTime1

the beginning of the time range when the emergency message 1 needs
to be played

startTime2

the beginning of the time range when the emergency message 2 needs
to be played

startTime3

the beginning of the time range when the emergency message 3 needs
to be played

endTime1

the end of the time range when the emergency message 1 needs to be
played

endTime2

the end of the time range when the emergency message 2 needs to be
played

endTime3

the end of the time range when the emergency message 3 needs to be
played

activeFlag1

indicator that determines if emergency message 1 is active or not

activeFlag2

indicator that determines if emergency message 2 is active or not

activeFlag3

indicator that determines if emergency message 3 is active or not

Actions
Condition

Action

Transition

If 1 or more messages are returned

--

goto : mm0140_EmergencyMsg_PP

Else

--

goto : mm0160_WebsiteInfo_PP

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
Move on to mm0140_EmergencyMsg_PP if any messages are returned.

mm0140_EmergencyMsg_PP
Complex Play Prompt
If 'emergency message' is available to be played, this state plays the pre-recorded message.
Entering From
mm0130_GetVariablesAnn_DB

Actions
Condition

Action

Always

Comment : The emergency messages
-associated with 'activeFlagx' variables are NOT
mutually exclusive

If activeFlag1=true

Transition

Comment : play broadcastPrompt (wav file)
If current time is
greater than startTime1 asscoiated with activeFlag1 English, then play
AND current time is
1,000ms of silence

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less than endTime1
AND
broadcastPrompt1
(wav file) exists
If activeFlag2=true

Comment : play broadcastPrompt (wav file)
If current time is
greater than startTime2 asscoiated with activeFlag2 English, then play
AND current time is
1,000ms of silence
less than endTime2
AND
broadcastPrompt2
(wav file) exists

--

If activeFlag3=true

Comment : play broadcastPrompt (wav file)
If current time is
greater than startTime3 asscoiated with activeFlag3 English, then play
AND current time is
1,000ms of silence
less than endTime3
AND
broadcastPrompt3
(wav file) exists

--

Else

Comment : Play Nothing

--

Always

--

goto : mm0200_SFToggle_DS

Developer Notes
NOTE that the emergency messages associated with the 'activeFlagx' variables are NOT mutually exclusive. Any or all of the messages might be
played, in any combination, based on the values of the variables. That said, care should be taken to use these messages judiciously in order to
avoid front-loading the call with off-topic messaging, and to use these emergency messages only for legitimate emergencies (as opposed to less
critical informational messaging).

mm0150_SpanishApp_EC
External Call
Transfers call to the Spanish language application.
Entering From
mm0110_LanguageSelection_DM, mm0210_SFMainMenu_DM, mm0120_RecordingMsg_DM

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Description

--

--

Actions
Condition

Action

Transition

--

Comment : What is the mechanism for
-transferring to the Spanish app (how should this
be represented?

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

mm0160_WebsiteInfo_PP
Simple Play Prompt

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 30 of 362

User Interface Specification

Version: 4.9

SSA_ATT_Care2020_N8NN

December 5, 2011

Plays website address.
Entering From
mm0130_GetVariablesAnn_DB

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm0160_out_01

You can find the Social Security Administration online at 'social
security dot G O V.'

Actions
Condition

Action

Transition

Always

--

goto : mm0200_SFToggle_DS

Developer Notes
Note: in the future this message might be removed, replaced with website messages elsewhere in the flow and played only as necessary and
appropriate.

mm0200_SFToggle_DS
Decision
Evaluates whether NLU is turned on or off and routes to SFMainMenu (if on) or BackoffMainMenu (if off)
Entering From
mm0140_EmergencyMsg_PP, mm2200_BecomePayee_DM, mm1520_GetForm_DM, mm1600_SubmitForm_DM, mm0505_BEVE_SD,
mm0520_ApplicationStatus_SD, mm0310_ChangeOfAddress_SD, mm0320_FieldOfficeLocator_SD, mm0330_DirectDeposit_SD,
mm0420_AddressVerifyMsg_DM, mm0530_BenefitsStatement_SD, mm1940_LatePaymentExit_DM, mm0540_BestTimeMsg_PP,
mm0550_Transcription_SD, mm1220_InternetInformation_DM, mm1720_MedicareEnrollMsg_DM, mm1740_MedicareSusidyMsg_DM,
mm0565_MRC_SD, mm0160_WebsiteInfo_PP, mm0050_EntryRouting_DS, mm3020_ProcessTransfer_DS,
mm1770_OrderDrugFormQuestion_DM, mm1810_CitizenshipMsg_DM, mm1907_LatePaymentQuestion_DM,
mm2050_FutureBenefitsBudgetaryMsg_PP, mm1510_CitizenDocumentsMsgPart1_DM, mm1512_CitizenDocumentsMsgPart2_DM,
mm1515_NonCitizenDocumentsMsgPart1_DM, mm1517_NonCitizenDocumentsMsgPart2_DM, mm1519_NonCitizenDocumentsMsgPart3_DM,
mm1530_WebsiteInstructions_DM, mm0460_SSNVerification_DM, mm0303_AskRepeatCola_DM, mm0410_AskRepeatTaxes_DM

Actions
Condition

Action

Transition

If SPEAK_FREELY_ACTIVE=true

Assign : =0

goto : mm0210_SFMainMenu_DM

Else (SPEAK_FREELY_ACTIVE=false)

Assign : =0

goto : mm0600_BackoffMainMenu_DM

Developer Notes
--

mm0210_SFMainMenu_DM
CustomContext Recognition
Natural language ('speak Freely') main menu.
Entering From
mm2210_PayeeMisuse_DM, mm0310_ChangeOfAddress_SD, mm0200_SFToggle_DS

Initial Prompts
Type

Condition

initial

If first_entry=true

Nuance Communications

Name
If
mm0210_ini_01
non_national_transfe

Wording
Okay. To get started, you can say things like 'check claim status'
or 'I need a replacement card.' So, briefly tell me why you're calling.

Social Security Administration
CONFIDENTIAL

Page 31 of 362

User Interface Specification

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December 5, 2011

r=true
(play one of 3
randomized
versions)
initial

^

^

mm0210_ini_02

Okay. To get started, you can say things like 'update my personal
information' or 'find a social security office.' So, briefly tell me why
you're calling.

initial

^

^

mm0210_ini_03

Okay. To get started, you can say things like 'set up direct deposit'
or 'apply for benefits.' So, briefly tell me why you're calling.

initial

^

Else
mm0210_ini_04
(non_national_transf
er=false)

Now, to get started, you can say things like 'check claim status' or 'I
need a replacement card.' So, briefly tell me why you're calling.

(play one of 3
randomized
versions)
initial

^

^

mm0210_ini_05

Now, to get started, you can say things like 'update my personal
information' or 'find a social security office.' So, briefly tell me why
you're calling.

initial

^

^

mm0210_ini_06

Now, to get started, you can say things like 'set up direct deposit' or
'apply for benefits.' So, briefly tell me why you're calling.

initial

Else
(first_entry=false)

(play one of 3
randomized
versions)

mm0210_ini_07

Briefly tell me what else I can help you with. You can say things
like 'get a replacement 1099' or 'update my personal information.'
So, how can I help you?

initial

^

^

mm0210_ini_08

Briefly tell me what else I can help you with. You can say things
like 'find a social security office.' or 'set up direct deposit.' So, how
can I help you?

initial

^

^

mm0210_ini_09

Briefly tell me what else I can help you with. You can say things
like 'update my personal information' or 'find a social security
office.' So, how can I help you?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

benefit letter, benefit statement,1099, I need a replacment 1099
// 1099_benefits_statement

--

If Necessary

my address, an address, address information, address
// address_general

--

If Necessary

agent, operator, representative
// agent

0

Always

apply for benefits, applying for benefits, file for benefits, application for
benefits, apply for social security
// benefits_application

--

If Necessary

benefits, social security benefits, my benefits, benefit information,
survivor benefits, retirement benefits
// benefits_general

--

If Necessary

award letter, benefit amount, proof of benefits, benefit verification letter, -income verification, proof of income
// benefits_verification

If Necessary

i need a card, card, card, lost my card, my card was stolen, new card
// cards_general

If Necessary

change of address, i need to change my address, address change, new -address, i moved, change phone number, new phone number
// change_of_address

If Necessary

check amount, benefits check, social security check, lost check,
payment information, ssi payment

If Necessary

Nuance Communications

--

--

Social Security Administration
CONFIDENTIAL

Page 32 of 362

User Interface Specification

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SSA_ATT_Care2020_N8NN

December 5, 2011

// checks
citizenship status, proof of citizenship, update citizenship status
// citizenship_general

--

If Necessary

application status, approval status, confirm award, claim status, check
on a claim, check claim status, status of disability claim
// claims_status_general

--

If Necessary

claims, social security claim, claim number, case, social security case,
disability claim, ssi claim
// claims_status_new

--

If Necessary

cola, cost of living adjustment for next year, cost of living adjustment
// cost_of_living_adjustment

--

If Necessary

direct deposit, setup direct deposit, change account number, new
checking account, bank information, change deposit information
// direct_deposit

--

If Necessary

disability, disability insurance, disability benefits
// disability_benefits_general

--

If Necessary

earnings record, income statement, statement of earnings, copy of
income, estimate, social security estimate, estimate calculator
// earnings_statement

--

If Necessary

unemployment, employment
// employment_general

--

If Necessary

i need the mailing address, local office, social security office, office
hours, office location, office phone number
// field_office_locator

--

If Necessary

form, i need a form, tax form, enrollment form
// forms_general

--

If Necessary

what are my choices
// general

--

Never

internet access, website, online help, online services
// internet_general

--

If Necessary

main menu, start over
// main_menu

--

If Necessary

medicare benefits, medical benefits, medicaid benefits,prescription
drugs, drug coverage, prescription drug assistance, medicare form
// medicare

--

If Necessary

medicare card, medicaid card, medical card, i need a medicare card, i
lost my medicare card, lost medicaid card, missing medicaid card,
missing medicare card
// medicare_replacement_card

--

If Necessary

verify address, confirm address, address verification, check on change
of address, name verification, verify last name, check my last name
// name_or_address_verify

--

If Necessary

late payment, delay in payment
// payment_late

--

If Necessary

i need a replacement, replacement, document replacement,
replacement social security
// replacement_general

--

If Necessary

change payee, payee change, change in beneficiary, new payee,
representative payee, payee report, beneficiary
// representative_payee

--

If Necessary

security card, i need to get a social security card, lost my social security -card, replacement social security card, new social security number
// social_security_card_general

verify social security number, social security number verification,
confirm social security number, employee verification

Nuance Communications

--

Social Security Administration
CONFIDENTIAL

If Necessary

Page 33 of 362

User Interface Specification

Version: 4.9

SSA_ATT_Care2020_N8NN

December 5, 2011

// social_security_number_verification
apply for ssi, ssi application, supplemental security income, information -on ssi
// supplemental_security_income

If Necessary

taxes, tax information, social_security taxes
// tax_general

--

If Necessary

i need a pamphlet, pamphlets, publication, booklet
// transcription_pamphlets

--

If Necessary

file an appeal, i want an appeal, reconsideration form, appeal form
// transfer_appeal_new

--

If Necessary

cancel an appointment, reschedule appointment, change appointment,
make an appointment
// transfer_appointment

--

If Necessary

back pay, back payment, retro pay, retroactive check, disability back
pay
// transfer_back_payment

--

If Necessary

balance, account balance, i want to find out how much money is in my
account
// transfer_balance

--

If Necessary

benefits not received, lost benefits, missing benefits
// transfer_benefits_problem

--

If Necessary

billing, bill, billing information, medicare payment, medicare premium,
medicare deduction
// transfer_billing

--

If Necessary

birthbirth certificate, i need a birth certificate, lost birth certificate, date of -birth, birthdate, check on birthdate, birth, new birth, birth verification,
report a birth
// transfer_birth

If Necessary

stop benefits, cancel social security benefit, discontinue benefits,
cancellation, cancel direct deposit
// transfer_cancel

--

If Necessary

a change in my case, add information to case, update my case
// transfer_case_change

--

If Necessary

i need to change my check, deductions from my social security check,
tax deductions, federal deductions, check deductions
// transfer_check_deductions

--

If Necessary

replacement check, i need a replacement check, i need a replacement
social security check
// transfer_check_replacement

--

If Necessary

child support, i'm calling about child support
// transfer_child_support

--

If Necessary

circuit breaker patients, circuit breaker information
// transfer_circuit_breaker

--

If Necessary

medicare claim number, medical claims, medicare claim
// transfer_claims_medicare

--

If Necessary

filing a claim, start a claim, new claim, open a claim
// transfer_claims_new

--

If Necessary

college, college program, college security check
// transfer_college

--

If Necessary

complaint, i have a complaint, file a complaint
// transfer_complaint

--

If Necessary

death benefits, deceased benefits, a death, someone passed away
// transfer_death

--

If Necessary

debit cards, calling about debit card
// transfer_debit_card

--

If Necessary

Nuance Communications

Social Security Administration
CONFIDENTIAL

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December 5, 2011

dependent, new child
// transfer_dependent

--

If Necessary

disability report, disability jobs, disabled work, disability paperwork
// transfer_disability

--

If Necessary

divorce, divorced spouse benefits, divorce benefits
// transfer_divorce

--

If Necessary

change in income, incorrect earnings, social security income, earnings, -earned income
// transfer_earnings_general

If Necessary

eligibility for benefits, benefit eligibility, disability eligibility, social security -eligibility
// transfer_eligibility

If Necessary

return to work, going back to work, change in work status, loss of job
// transfer_employment_change

--

If Necessary

i need something faxed, fax number, i need your fax number
// transfer_fax

--

If Necessary

food stamps, food stamp card, apply for food stamps
// transfer_food_stamps

--

If Necessary

w2, w2 form, i need a w2 form
// transfer_forms_w2

--

If Necessary

fraud, identity theft, report fraud, stolen social security number
// transfer_fraud

--

If Necessary

housing, options for housing
// transfer_housing

--

If Necessary

insurance, cancel insurance, supplemental insurance
// transfer_insurance

--

If Necessary

power of attorney, attorney fees, a legal matter
// transfer_legal

--

If Necessary

a copy of a letter, a letter
// transfer_letter

--

If Necessary

driver's license, i need a license, fishing license, marriage license,
hunting license
// transfer_license

--

If Necessary

student loan, loans
// transfer_loans

--

If Necessary

marriage, i got married, change of marital status
// transfer_marriage

--

If Necessary

extra earnings for military service, military service, military service and
social security
// transfer_military_service

--

If Necessary

password, i forgot my password, pin number, i need my pin
// transfer_password

--

If Necessary

amount of payment, amount of a benefit payment, payment amount,
social security amount
// transfer_payment_amount

--

If Necessary

payment plan, payment arrangement, i need to make a payment
arrangement
// transfer_payment_arrangement

--

If Necessary

overpayment, overpayment information, notice of overpayment
// transfer_payment_over

--

If Necessary

stop payment, I need to stop a check
// transfer_payment_stop

--

If Necessary

pension benefit information, pension
// transfer_pension

--

If Necessary

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 35 of 362

User Interface Specification

Version: 4.9

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December 5, 2011

refund, i need to check on a refund, medicare refund
// transfer_refund

--

If Necessary

retirement information, early retirement, retirement age
// transfer_retirement

--

If Necessary

return call, i returning a call
// transfer_return_call

--

If Necessary

a change in ssi, supplemental security income change
// transfer_ssi_change

--

If Necessary

federal tax withholding, withholding, withhold taxes
// transfer_tax_withholding

--

If Necessary

change account information, account correction, update, correction,
update information, change information
// update_information

--

If Necessary

// spanish (DTMF only)

*

Never

Actions
Option

Condition

Action

Transition

Always

Always

Assign : first_entry =false

--

1099_benefits_stateme Always
nt

Assign : current_task =benefits_statement

--

^

^

Prompt : [mm0210_out_16]
Okay. Benefits Statement (or '1099').

goto :
mm0525_BenefitsStatementKBA_DS

address_general

Always

Prompt : [mm0210_out_14]
Okay. Address.

goto :
mm0430_AddressDisambig_DM

agent

Always

Prompt : [mm0210_out_17]
Okay.

goto : mm3000_ABRStatus_DS

benefits_application

Always

Prompt : [mm0210_out_01]
Okay. Applications.

goto :
mm0800_BenefitsApplicationMenu_D
M

benefits_general

Always

Prompt : [mm0210_out_03]
Okay. Benefits.

goto : mm0700_Benefits_DM

benefits_verification

Always

Assign : current_task =benefits_verification

--

^

^

Prompt : [mm0210_out_73]
Alright. Benefits Verification or Proof of
Income.

goto :
mm2000_ReceivingBenefits_DM

cards_general

Always

Prompt : [mm0210_out_05]
Okay.

goto : mm1300_WhichCard_DM

change_of_address

Always

Assign : current_task =change_address

--

^

^

Prompt : [mm0210_out_07]
Okay. Change Address or Phone Number.

goto :
mm0305_ChangeOfAddressKBA_DS

checks

Always

Assign : current_task =checks

--

^

^

Prompt : [mm0210_out_08]
Okay. Benefit Check.

goto : mm1905_Checks_DM

citizenship_general

Always

Prompt : [mm0210_out_40]
Okay. Citizenship.

goto : mm3000_ABRStatus_DS

claims_status_general Always

Assign : current_task =application_status

--

^

^

Prompt : [mm0210_out_02]
Okay. Claim or Application Status.

goto :
mm0515_ApplicationStatusKBA_DS

claims_status_new

Always

Prompt : [mm0210_out_65]
Okay. Claims.

goto :
mm0810_ApplicationStatusQuestion_
DM

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 36 of 362

User Interface Specification

Version: 4.9

SSA_ATT_Care2020_N8NN

December 5, 2011

cost_of_living_adjustm Always
ent

Prompt : [mm0210_out_10]
Okay.

goto :
mm0300_GetCOLABroadcast_DB

direct_deposit

Always

Assign : current_task =direct_deposit

--

^

^

Prompt : [mm0210_out_11]
Okay. Direct Deposit.

goto :
mm0325_DirectDepositKBA_DS

disability_benefits_gen Always
eral

Prompt : [mm0210_out_48]
Okay. Disability

goto :
mm0440_DisabilityDisambig_DM

earnings_statement

Always

Prompt : [mm0210_out_12]
Okay. Earnings or Benefits Statement.

goto :
mm2000_ReceivingBenefits_DM

employment_general

Always

Prompt : [mm0210_out_52]
Okay. Employment.

goto :
mm0450_EmploymentDisambig_DM

field_office_locator

Always

Assign : current_task =field_office_locator

--

^

^

Prompt : [mm0210_out_15]
Okay. Office Information.

goto :
mm0320_FieldOfficeLocator_SD

forms_general

Always

Prompt : [mm0210_out_18]
Okay.

goto : mm2300_FormsGeneral_DM

general

Always

Prompt : [mm0210_out_09]
Okay.

goto :
mm0600_BackoffMainMenu_DM

internet_general

Always

Prompt : [mm0210_out_21]
Okay.

goto : mm1210_InternetAddress_DM

main_menu

Always

--

goto :
mm0600_BackoffMainMenu_DM

medicare

Always

Prompt : [mm0210_out_23]
Okay. Medicare.

goto :
mm1700_MedicareApplyMenu_DM

medicare_replacement Always
_card

Assign : current_task =card_medicare

--

^

Prompt : [mm0210_out_04]
Okay. Medicare Replacement Card.

goto : mm0560_MRCKBA_DS

^

name_or_address_veri Always
fy

Prompt : [mm0210_out_25]
goto :
Okay. Check on an Address or Name Change. mm0420_AddressVerifyMsg_DM

payment_late

Always

Assign : current_task =late_payment

--

^

^

Prompt : [mm0210_out_22]
Alright. Late Benefit Payment.

goto : mm1905_Checks_DM

replacement_general

Always

Prompt : [mm0210_out_75]
Okay.

goto :
mm0470_ReplacementDisambig_DM

representative_payee

Always

Prompt : [mm0210_out_24]
Okay. Representative Payees.

goto : mm2100_RepPayeeMenu_DM

social_security_card_g Always
eneral

Assign : card_type =social_security

--

^

Prompt : [mm0210_out_06]
Okay. Social Security Card.

goto :
mm1100_SocialSecurityCardsMenu_
DM

social_security_numbe Always
r_verification

Prompt : [mm0210_out_78]
Okay. Social Security Number Verification.

goto : mm0460_SSNVerification_DM

spanish

--

goto : mm0150_SpanishApp_EC

supplemental_security Always
_income

Prompt : [mm0210_out_26]
Okay. Supplemental Security Income.

goto : mm1800_SSIMenu_DM

tax_general

Prompt : [mm0210_out_20]
Okay. Tax Information.

goto :
mm0400_GetTaxesBroadcast_DB

^

Always

Always

transcription_pamphlet Always
s

Nuance Communications

Assign : current_task =transcription_pamphlet --

Social Security Administration
CONFIDENTIAL

Page 37 of 362

User Interface Specification

Version: 4.9

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December 5, 2011

^

^

Prompt : [mm0210_out_19]
Okay. Pamphlets.

goto :
mm0545_TranscriptionKBA_DS

transfer_appeal_new

Always

Prompt : [mm0210_out_27]
Okay. File an Appeal.

goto : mm3000_ABRStatus_DS

transfer_appointment

Always

Prompt : [mm0210_out_28]
Okay. Appointment.

goto : mm3000_ABRStatus_DS

transfer_back_payment Always

Prompt : [mm0210_out_29]
Okay.

goto : mm3000_ABRStatus_DS

transfer_balance

Always

Prompt : [mm0210_out_30]
Okay. Account Balance.

goto : mm3000_ABRStatus_DS

transfer_benefits_probl Always
em

Prompt : [mm0210_out_31]
Okay.

goto : mm3000_ABRStatus_DS

transfer_billing

Always

Prompt : [mm0210_out_32]
Okay. Billing Question.

goto : mm3000_ABRStatus_DS

transfer_birth

Always

Prompt : [mm0210_out_33]
Okay.

goto : mm3000_ABRStatus_DS

transfer_cancel

Always

Prompt : [mm0210_out_34]
Okay.

goto : mm3000_ABRStatus_DS

transfer_case_change Always

Prompt : [mm0210_out_35]
Okay.

goto : mm3000_ABRStatus_DS

transfer_check_deducti Always
ons

Prompt : [mm0210_out_46]
Okay. Benefit Check Deductions.

goto : mm3000_ABRStatus_DS

transfer_check_replace Always
ment

Prompt : [mm0210_out_37]
Okay. Replacement Benefit Check.

goto : mm3000_ABRStatus_DS

transfer_child_support Always

Prompt : [mm0210_out_38]
Okay. Child Support.

goto : mm3000_ABRStatus_DS

transfer_circuit_breake Always
r

Prompt : [mm0210_out_39]
Okay.

goto : mm3000_ABRStatus_DS

transfer_claims_medic Always
are

Prompt : [mm0210_out_41]
Okay. Medicare Claim.

goto : mm3000_ABRStatus_DS

transfer_claims_new

Always

Prompt : [mm0210_out_66]
Okay. Claims.

goto : mm3000_ABRStatus_DS

transfer_college

Always

Prompt : [mm0210_out_42]
Okay.

goto : mm3000_ABRStatus_DS

transfer_complaint

Always

Prompt : [mm0210_out_43]
Okay.

goto : mm3000_ABRStatus_DS

transfer_death

Always

Prompt : [mm0210_out_44]
Okay.

goto : mm3000_ABRStatus_DS

transfer_debit_card

Always

Prompt : [mm0210_out_45]
Okay. Debit Card.

goto : mm3000_ABRStatus_DS

transfer_dependent

Always

Prompt : [mm0210_out_47]
Okay.

goto : mm3000_ABRStatus_DS

transfer_disability

Always

Prompt : [mm0210_out_49]
Okay. Disability.

goto : mm3000_ABRStatus_DS

transfer_divorce

Always

Prompt : [mm0210_out_50]
Okay.

goto : mm3000_ABRStatus_DS

transfer_earnings_gen Always
eral

Prompt : [mm0210_out_51]
Okay. Earnings.

goto : mm3000_ABRStatus_DS

transfer_eligibility

Always

Prompt : [mm0210_out_13]
Okay. Benefit Eligibility.

goto : mm3000_ABRStatus_DS

transfer_employment_c Always
hange

Prompt : [mm0210_out_53]
Okay.

goto : mm3000_ABRStatus_DS

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 38 of 362

User Interface Specification

Version: 4.9

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December 5, 2011

transfer_fax

Always

Prompt : [mm0210_out_54]
Okay.

goto : mm3000_ABRStatus_DS

transfer_food_stamps

Always

Prompt : [mm0210_out_55]
Okay. Food Stamps.

goto : mm3000_ABRStatus_DS

transfer_forms_w2

Always

Prompt : [mm0210_out_81]
Okay. W2 Forms.

goto : mm3000_ABRStatus_DS

transfer_fraud

Always

Prompt : [mm0210_out_56]
Okay.

goto : mm3000_ABRStatus_DS

transfer_housing

Always

Prompt : [mm0210_out_57]
Okay.

goto : mm3000_ABRStatus_DS

transfer_insurance

Always

Prompt : [mm0210_out_58]
Okay. Insurance.

goto : mm3000_ABRStatus_DS

transfer_legal

Always

Prompt : [mm0210_out_59]
Okay.

goto : mm3000_ABRStatus_DS

transfer_letter

Always

Prompt : [mm0210_out_60]
Okay.

goto : mm3000_ABRStatus_DS

transfer_license

Always

Prompt : [mm0210_out_61]
Okay. License.

goto : mm3000_ABRStatus_DS

transfer_loans

Always

Prompt : [mm0210_out_62]
Okay. Loans.

goto : mm3000_ABRStatus_DS

transfer_marriage

Always

Prompt : [mm0210_out_63]
Okay.

goto : mm3000_ABRStatus_DS

transfer_military_servic Always
e

Prompt : [mm0210_out_64]
Okay. Military Service.

goto : mm3000_ABRStatus_DS

transfer_password

Always

Prompt : [mm0210_out_67]
Okay. Pin or Password.

goto : mm3000_ABRStatus_DS

transfer_payment_amo Always
unt

Prompt : [mm0210_out_68]
Okay. Payment Amount.

goto : mm3000_ABRStatus_DS

transfer_payment_arra Always
ngement

Prompt : [mm0210_out_69]
Okay. Payment Arrangements.

goto : mm3000_ABRStatus_DS

transfer_payment_over Always

Prompt : [mm0210_out_70]
Okay.

goto : mm3000_ABRStatus_DS

transfer_payment_stop Always

Prompt : [mm0210_out_71]
Okay.

goto : mm3000_ABRStatus_DS

transfer_pension

Always

Prompt : [mm0210_out_72]
Okay. Pensions.

goto : mm3000_ABRStatus_DS

transfer_refund

Always

Prompt : [mm0210_out_74]
Okay. Refunds.

goto : mm3000_ABRStatus_DS

transfer_retirement

Always

Prompt : [mm0210_out_76]
Okay. Retirement Benefits.

goto : mm3000_ABRStatus_DS

transfer_return_call

Always

Prompt : [mm0210_out_77]
Okay.

goto : mm3000_ABRStatus_DS

transfer_ssi_change

Always

Prompt : [mm0210_out_36]
Okay. Update Supplemental Security Income
Benefits.

goto : mm3000_ABRStatus_DS

transfer_tax_withholdin Always
g

Prompt : [mm0210_out_79]
Okay.

goto : mm3000_ABRStatus_DS

update_information

Prompt : [mm0210_out_80]
Okay. Change or Update Information.

goto :
mm0910_UpdatePersonalInfo_DM

Always

Confirmation Prompts
Option

Condition

1099_benefit Always

Nuance Communications

Name

Wording

mm0210_cnf_ini_ You're calling about your '1099' statement. Right?

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s_statement

14

address_gen Always
eral

mm0210_cnf_ini_ You're calling about an address. Right?
12

agent

mm0210_cnf_ini_ You'd like to speak to someone. Right?
15

Always

benefits_appli Always
cation

mm0210_cnf_ini_ You're calling about an application for benefits. Right?
02

benefits_gen Always
eral

mm0210_cnf_ini_ Sounds like you're calling about 'Benefits' Right?
03

benefits_verifi Always
cation

mm0210_cnf_ini_ You're calling about benefits verification, or proof of income.
72
Right?

cards_genera Always
l

mm0210_cnf_ini_ Sounds like you're calling about a 'Card.' Is that right?
05

change_of_a Always
ddress

mm0210_cnf_ini_ You'd like to change the address or phone number on file. Right?
06

checks

mm0210_cnf_ini_ Sounds like you're calling about a benefits payment. Is that right?
07

Always

citizenship_g Always
eneral

mm0210_cnf_ini_ You're calling about citizenship. Right?
39

claims_status Always
_general

mm0210_cnf_ini_ You're calling to check the status of a claim or application. Right?
01

claims_status Always
_new

mm0210_cnf_ini_ Sounds like you're calling about a claim or application. Is that right?
64

cost_of_living Always
_adjustment

mm0210_cnf_ini_ You're calling about the Cost of Living Adjustment. Right?
08

direct_deposi Always
t

mm0210_cnf_ini_ You're calling about direct deposit. Right?
09

disability_ben Always
efits_general

mm0210_cnf_ini_ You're calling about disability benefits. Is that right?
47

earnings_stat Always
ement

mm0210_cnf_ini_ You're calling for an 'Earnings' or 'Benefits' Statement. Right?
10

employment_ Always
general

mm0210_cnf_ini_ Sounds like you're calling about employment. Is that right?
51

field_office_lo Always
cator

mm0210_cnf_ini_ You'd like information about a Social Security office. Right?
13

forms_genera Always
l

mm0210_cnf_ini_ Sounds like you're calling about a 'form.' Is that right?
16

internet_gene Always
ral

mm0210_cnf_ini_ You're calling about our website. Right?
19

main_menu

Always

mm0210_cnf_ini_ Sounds like you want to go back to the main menu. Is that right?
82

medicare

Always

mm0210_cnf_ini_ Sounds like you're calling about Medicare benefits. Is that right?
21

medicare_rep Always
lacement_car
d

mm0210_cnf_ini_ You're calling about your 'Medicare card.' Right?
04

name_or_add Always
ress_verify

mm0210_cnf_ini_ Sounds like you're calling about a recent name or address change.
23
Is that right?

payment_late Always

mm0210_cnf_ini_ You're calling about a late benefit payment. Right?
20

replacement_ Always
general

mm0210_cnf_ini_ Sounds like you're calling to get a replacement card or document.
74
Is that right?

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representativ Always
e_payee

mm0210_cnf_ini_ Sounds like you're calling about 'Representative Payees.' Is that
22
right?

social_securit Always
y_card_gener
al

mm0210_cnf_ini_ Sounds like you're calling about a 'Social Security card' or a 'Social
33
Security number'. Is that right?

social_securit Always
y_number_ve
rification

mm0210_cnf_ini_ You're calling to verify a Social Security number. Right?
77

supplemental Always
_security_inc
ome

mm0210_cnf_ini_ You're calling about 'Supplemental Security Income' benefits.
24
Right?

tax_general

mm0210_cnf_ini_ You're calling about tax information. Right?
18

Always

transcription_ Always
pamphlets

mm0210_cnf_ini_ Sounds like you're calling to get a pamphlet. Is that right?
17

transfer_appe Always
al_new

mm0210_cnf_ini_ You're calling to file an appeal. Right?
25

transfer_appo Always
intment

mm0210_cnf_ini_ You're calling about an appointment. Right?
26

transfer_back Always
_payment

mm0210_cnf_ini_ You're calling about back payment. Right?
27

transfer_bala Always
nce

mm0210_cnf_ini_ You're calling about your balance. Right?
28

transfer_bene Always
fits_problem

mm0210_cnf_ini_ Sounds like you're calling about a problem with benefits. Right?
29

transfer_billin Always
g

mm0210_cnf_ini_ Sounds like you have a billing question. Is that right?
30

transfer_birth Always

mm0210_cnf_ini_ Sounds like you're calling about a birth date or birth certificate.
31
Right?

transfer_canc Always
el

mm0210_cnf_ini_ Sounds like you're calling to cancel benefits or direct deposit.
32
Right?

transfer_case Always
_change

mm0210_cnf_ini_ You're calling about your Social Security case. Right?
34

transfer_chec Always
k_deductions

mm0210_cnf_ini_ You're calling about a change to, or deductions from, your benefits
45
check. Is that right?

transfer_chec Always
k_replaceme
nt

mm0210_cnf_ini_ You're calling about a replacement check. Right?
36

transfer_child Always
_support

mm0210_cnf_ini_ You're calling about child support. Right?
37

transfer_circu Always
it_breaker

mm0210_cnf_ini_ Sounds like you're calling for circuit breaker information. Is that
38
right?

transfer_clai Always
ms_medicare

mm0210_cnf_ini_ You're calling about a Medicare claim. Right?
40

transfer_clai Always
ms_new

mm0210_cnf_ini_ You're calling about a new claim. Right?
65

transfer_colle Always
ge

mm0210_cnf_ini_ Sounds like your calling about college. Right?
41

transfer_com Always
plaint

mm0210_cnf_ini_ Sounds like your calling about a complaint. Is that right?
42

transfer_deat Always
h

mm0210_cnf_ini_ You're calling to report a death or get information about death
43
benefits. Right?

transfer_debit Always

mm0210_cnf_ini_ Sounds like you're calling about a 'Debit Card.' Is that right?

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_card

44

transfer_depe Always
ndent

mm0210_cnf_ini_ You're calling about a dependent. Is that right?
46

transfer_disa Always
bility

mm0210_cnf_ini_ Your calling about disability benefits or a disability report. Is that
48
right?

transfer_divor Always
ce

mm0210_cnf_ini_ Sounds like you're calling about a divorce. Is that right?
49

transfer_earni Always
ngs_general

mm0210_cnf_ini_ Sounds like you're calling about earnings. Is that right?
50

transfer_eligi Always
bility

mm0210_cnf_ini_ Sounds like you have a question about eligibility for benefits. Is that
11
right?

transfer_empl Always
oyment_chan
ge

mm0210_cnf_ini_ You're calling about a change to your employment. Is that right?
52

transfer_fax

mm0210_cnf_ini_ Sounds like you're calling to get a fax number or a document faxed.
53
Is that right?

Always

transfer_food Always
_stamps

mm0210_cnf_ini_ Sounds like you're calling about food stamps. Is that right?
54

transfer_form Always
s_w2

mm0210_cnf_ini_ You're calling about a W2 form. Is that right?
80

transfer_frau Always
d

mm0210_cnf_ini_ Sounds like you're calling about fraud. Is that right?
55

transfer_hous Always
ing

mm0210_cnf_ini_ You're calling about housing options. Right?
56

transfer_insur Always
ance

mm0210_cnf_ini_ Sounds like you're calling about insurance. Is that right?
57

transfer_legal Always

mm0210_cnf_ini_ Sounds like you're calling about a legal issue. Is that right?
58

transfer_letter Always

mm0210_cnf_ini_ Sounds like you're calling about a letter. Is that right?
59

transfer_licen Always
se

mm0210_cnf_ini_ You're calling about a license. Right?
60

transfer_loan Always
s

mm0210_cnf_ini_ You're calling about a loan. Is that right?
61

transfer_marr Always
iage

mm0210_cnf_ini_ You're calling about a change in marital status. Is that right?
62

transfer_milit Always
ary_service

mm0210_cnf_ini_ You're calling about military service. Is that right?
63

transfer_pass Always
word

mm0210_cnf_ini_ Sounds like you're calling about a password. Is that right?
66

transfer_pay Always
ment_amount

mm0210_cnf_ini_ Sounds like you're calling about a payment amount. Is that right?
67

transfer_pay Always
ment_arrang
ement

mm0210_cnf_ini_ Sounds like you're calling about a payment arrangement. Is that
68
right?

transfer_pay Always
ment_over

mm0210_cnf_ini_ Sounds like you're calling about an overpayment. Is that right?
69

transfer_pay Always
ment_stop

mm0210_cnf_ini_ You're calling to stop payment. Is that right?
70

transfer_pens Always
ion

mm0210_cnf_ini_ Sounds like you're calling about a pension. Is that right?
71

transfer_refu Always
nd

mm0210_cnf_ini_ You're calling about a refund. Right?
73

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transfer_retir Always
ement

mm0210_cnf_ini_ You're calling about retirement benefits. Right?
75

transfer_retur Always
n_call

mm0210_cnf_ini_ You're returning a call. Right?
76

transfer_ssi_ Always
change

mm0210_cnf_ini_ You're calling about a change to your Supplemental Security
35
Income benefits. Is that right?

transfer_tax_ Always
withholding

mm0210_cnf_ini_ Sounds like you're calling about tax withholding. Is that right?
78

update_infor Always
mation

mm0210_cnf_ini_ Your calling to change or update information. Is that right?
79

Confirmation Recovery Behavior
Type

Condition

Action

Transition

noinput 1

--

Prompt : [mm0210_cnf_ni1_01]
Sorry. Please say 'yes' or 'no.'

Re-Recognition : Reprompt

noinput 2

--

Prompt : [mm0210_cnf_ni2_01]
Let's try this a different way.

goto :
mm0600_BackoffMainMenu_DM

nomatch 1

--

Prompt : [gl_cnf_nm1_01]
Sorry. Please say 'yes' or 'no.'

Re-Recognition : Reprompt

nomatch 2

--

Prompt : [mm0210_cnf_nm2_01]
Let's try this a different way.

goto :
mm0600_BackoffMainMenu_DM

Type

Condition

Action

Transition

nomatch 1

--

Prompt : [mm0210_nm1_01]
Let's try this a different way.

goto :
mm0600_BackoffMainMenu_DM

noinput 1

--

Prompt : [mm0210_ni1_01]
Let's try this a different way.

goto :
mm0600_BackoffMainMenu_DM

Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
StartOver, operator

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

maxnomatchestotal

1

maxnoinputstotal

1

Developer Notes
note that the ultimate array of tags in the NLU grammar will be determined by analysis of collected data

mm0300_GetCOLABroadcast_DB
Data Access
Database lookup to retrieve information related to the cost of living adjustment broadcast message.
Entering From
mm0210_SFMainMenu_DM

Input parameters
Parameter

Nuance Communications

Value

Social Security Administration
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broadcastName

The wav file to be played.

language

English

Output parameters
Variable

Description

colaBroadcastPrompt

The name of the recording (wav file)

colaMsgStartTime

The beginning of the time range when the message needs to be played.

colaMsgEndTime

The end of the time range whe the message needs to be played.

colaActiveFlag

Indicator that determines if the message is active or not.

Actions
Condition

Action

Transition

Always

--

goto : mm0302_COLAMsg_PP

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

mm0302_COLAMsg_PP
Complex Play Prompt
This state plays the pre-recorded cost of living adjustment message.
Entering From
mm0300_GetCOLABroadcast_DB, mm0303_AskRepeatCola_DM

Actions
Condition

Action

Transition

Always

Comment : Play the colaBroadcastPrompt
(wav file), then play 500ms of silence.

goto : mm0303_AskRepeatCola_DM

Developer Notes
--

mm0303_AskRepeatCola_DM
CustomContext Recognition
Asks the caller if they'd like to hear the cost of living adjustment message again.
Entering From
mm0302_COLAMsg_PP

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm0303_ini_01

Now, would you like to hear that again?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes, yes please
// yes

1

Never

no, no thanks
// no

2

Never

Actions
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Option

Condition

Action

Transition

no

Always

Prompt : [mm0303_out_01]
goto : mm0200_SFToggle_DS
All right. If you're finished, feel free to hang up.
Otherwise, just hang on and I'll take you back to
the Main Menu.

yes

Always

Prompt : [mm0303_out_02]
Sure.

goto : mm0302_COLAMsg_PP

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm0303_nm1_01]
Let's try again...Would you like to hear that
COLA information again?

Re-Recognition :

nomatch 2

Always

Prompt : [mm0303_nm2_01]
Re-Recognition :
Sorry. To hear the information about this year's
'Cost of Living Adjustment' again, press 1. If
you don't want to hear it again, press 2.

nomatch 3

If office_hours=true

Prompt : [mm0303_nm3_01]
Sorry we're having trouble. To speak with
someone, say 'Agent.' Otherwise,...

goto : mm0200_SFToggle_DS

nomatch 3

Else (office_hours=false)

Prompt : [mm0303_nm3_02]
Sorry we're having trouble. Let's keep going...

goto : mm0200_SFToggle_DS

noinput 1

Always

Prompt : [mm0303_ni1_01]
Re-Recognition :
If you'd like me to repeat that COLA
information, say 'Yes' or press 1. If not, say 'No'
or press 2.

noinput 2

If office_hours=true

Prompt : [mm0303_ni2_01]
goto : mm0200_SFToggle_DS
To speak with someone, press 0. Otherwise,...

noinput 2

Else (office_hours=false)

Prompt : [mm0303_ni2_02]
Let's keep going...

goto : mm0200_SFToggle_DS

Recovery Behavior

Commands: State-Specific Behavior
Type

Condition

Action

Transition

repeat

--

--

goto : mm0302_COLAMsg_PP

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm0305_ChangeOfAddressKBA_DS
Decision
Sets variable for use by the KBA for the 'Change of Address' task
Entering From
mm0210_SFMainMenu_DM, mm0910_UpdatePersonalInfo_DM, mm1110_UpdatePersonalInfo_DM, mm0430_AddressDisambig_DM

Actions
Condition

Action

Transition

Always

Assign : coa_transaction_status =Undefined

goto : mm0310_ChangeOfAddress_SD

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Developer Notes
--

mm0310_ChangeOfAddress_SD
Subdialog Call
Subdialog call for Change of Address
Entering From
mm0305_ChangeOfAddressKBA_DS
Dialog called
Proceed to initial node in:

ChangeOfAddress

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

Transition

If attestation_confirmed=declined

--

goto : mm3000_ABRStatus_DS

Elseif coa_transaction_status=success

--

goto : mm0210_SFMainMenu_DM

Elseif coa_transaction_status=receiving_ssi

--

goto : mm3000_ABRStatus_DS

Elseif coa_transaction_status=not_eligible

--

goto : mm0200_SFToggle_DS

Elseif coa_transaction_status=non_resident

--

goto : mm3000_ABRStatus_DS

Elseif coa_transaction_status=not_self

--

goto : mm3000_ABRStatus_DS

Elseif coa_transaction_status=no_zip

--

goto : mm0200_SFToggle_DS

Else (coa_transaction_status=failure)

Assign : transfer_reason =failure

goto : mm3000_ABRStatus_DS

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

mm0320_FieldOfficeLocator_SD
Subdialog Call
Subdialog call for Field Office Locator
Entering From
mm0210_SFMainMenu_DM, mm0600_BackoffMainMenu_DM, mm1430_SocialSecurityCardMenu_DM, mm2120_ChangeMsg_DM,
mm2200_BecomePayee_DM, mm1520_GetForm_DM, mm1600_SubmitForm_DM, mm0530_BenefitsStatement_SD,
mm0430_AddressDisambig_DM, mm0460_SSNVerification_DM
Dialog called
Proceed to initial node in:

FieldOfficeLocator

Input parameters

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Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

Transition

If
If card_type=both
fol_transaction_status=
success

Prompt : [mm0320_out_01]
Now let's take care of your Medicare card...

goto : mm1105_MedicareCardsMenu_DM

^

--

goto : mm0200_SFToggle_DS

If fol_transaction_status=dont_know_zip

--

goto : mm3000_ABRStatus_DS

Else (If fol_transaction_status=failure)

Assign : transfer_reason =failure

goto : mm3000_ABRStatus_DS

Else

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

mm0325_DirectDepositKBA_DS
Decision
Sets variable for use by the KBA for the 'Direct Deposit' task
Entering From
mm0210_SFMainMenu_DM, mm0700_Benefits_DM, mm0910_UpdatePersonalInfo_DM, mm0610_BackoffOtherOptionsMenu_DM

Actions
Condition

Action

Transition

Always

Assign : dd_transaction_status =Undefined

goto : mm0330_DirectDeposit_SD

Developer Notes
--

mm0330_DirectDeposit_SD
Subdialog Call
Subdialog call for Direct Deposit
Entering From
mm0325_DirectDepositKBA_DS
Dialog called
Proceed to initial node in:

DirectDeposit

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

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Actions
Condition

Action

Transition

If attestation_confirmed=declined

--

goto : mm3000_ABRStatus_DS

Elseif dd_transaction_status=success

--

goto : mm0200_SFToggle_DS

Elseif dd_transaction_status=receiving_ssi

--

goto : mm3000_ABRStatus_DS

Elseif dd_transaction_status=not_eligible

--

goto : mm0200_SFToggle_DS

Elseif dd_transaction_status=non_resident

--

goto : mm3000_ABRStatus_DS

Elseif dd_transaction_status=not_self

--

goto : mm3000_ABRStatus_DS

Elseif dd_transaction_status=dont_know_info

--

goto : mm0200_SFToggle_DS

Else (dd_transaction_status=failure)

Assign : transfer_reason =failure

goto : mm3000_ABRStatus_DS

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

mm0400_GetTaxesBroadcast_DB
Data Access
Database lookup to retrieve information related to the tax informational broadcast message.
Entering From
mm0210_SFMainMenu_DM

Input parameters
Parameter

Value

broadcastName

The wav file to be played.

language

English

Output parameters
Variable

Description

taxBroadcastPrompt

The name of the recording (wav file)

taxMsgStartTime

The beginning of the time range when the message needs to be played.

taxMsgEndTime

The end of the time range whe the message needs to be played.

taxActiveFlag

Indicator that determines if the message is active or not.

Actions
Condition

Action

Transition

Always

--

goto : mm0405_TaxesMsg_PP

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

mm0405_TaxesMsg_PP
Complex Play Prompt
This state plays the pre-recorded tax information message.
Entering From

Nuance Communications

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mm0400_GetTaxesBroadcast_DB, mm0410_AskRepeatTaxes_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm0405_ini_01

Whenever you work in a job that's covered by Social Security, your
employer must deduct your Social Security and Medicare taxes
from your salary, and must pay an equal employer's share of the
taxes. If you're self-employed and the net profit from your business
is more than $400, that, too, is covered by Social Security and
Medicare. You must report those earnings and pay the Social
Security and Medicare taxes when you file your personal income
tax return for the year.

initial

^

mm0405_ini_02

<500ms silence>

initial

^

mm0405_ini_03

initial

^

mm0405_ini_04

<500ms silence>

initial

^

mm0405_ini_05

You can claim a refund for the excess taxes that were withheld
when you file your personal income tax return with the Internal
Revenue Service. If you're receiving Social Security benefits and
continue to work, these extra earnings may help increase the
amount of your benefits. We check these additional earnings each
year, and if they raise your benefits, we'll notify you of the new
amount.

initial

^

mm0400_ini_06

<500ms silence>

Actions
Condition

Action

Transition

Always

--

goto : mm0410_AskRepeatTaxes_DM

Developer Notes
--

mm0410_AskRepeatTaxes_DM
CustomContext Recognition
Asks the caller if they'd like to hear the taxes message again.
Entering From
mm0405_TaxesMsg_PP

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm0410_ini_01

Now, would you like to hear that again?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes, yes please
// yes

1

Never

no, no thanks
// no

2

Never

Actions
Option

Condition

Action

no

Always

Prompt : [mm0410_out_01]
goto : mm0200_SFToggle_DS
All right. If you're finished, feel free to hang up.
Otherwise, just hang on and I'll take you back to
the Main Menu.

Nuance Communications

Social Security Administration
CONFIDENTIAL

Transition

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Always

Prompt : [mm0410_out_02]
Sure.

goto : mm0405_TaxesMsg_PP

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm0410_nm1_01]
Let's try again...Would you like to hear that tax
information again?

Re-Recognition :

nomatch 2

Always

Prompt : [mm0410_nm2_01]
Re-Recognition :
Sorry. To hear the information about taxes and
the Social Security Administration again, press
1. If you don't want to hear it again, press 2.

nomatch 3

If office_hours=true

Prompt : [mm0410_nm3_01]
Sorry we're having trouble. To speak with
someone, say 'Agent.' Otherwise,...

goto : mm0200_SFToggle_DS

nomatch 3

Else (office_hours=false)

Prompt : [mm0410_nm3_02]
Sorry we're having trouble. Let's keep going...

goto : mm0200_SFToggle_DS

noinput 1

Always

Prompt : [mm0410_ni1_01]
If you'd like me to repeat that tax information,
say 'Yes' or press 1. If not, say 'No' or press 2.

Re-Recognition :

noinput 2

If office_hours=true

Prompt : [mm0410_ni2_01]
goto : mm0200_SFToggle_DS
To speak with someone, press 0. Otherwise,...

noinput 2

Else (office_hours=false)

Prompt : [mm0410_ni2_02]
Let's keep going...

goto : mm0200_SFToggle_DS

yes

Recovery Behavior

Commands: State-Specific Behavior
Type

Condition

Action

Transition

repeat

--

--

goto : mm0405_TaxesMsg_PP

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm0420_AddressVerifyMsg_DM
CustomContext Recognition
Informational message for callers wanting to verify their name or address.
Entering From
mm0210_SFMainMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm0420_ini_01

If you've recently submitted a change of name or address, you
should know that it takes approximately three business days to
change our records. Social Security will send a confirmation letter
to your old address a few days after your request. If you have your
check mailed to you, it may take three WEEKS from the date of
your confirmation letter to change your address on your benefit
check. If you requested that the change take place as soon as
possible, the notice and your check may still go to your old address
until we've had a chance to update our records. Oh, and to make

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Social Security Administration
CONFIDENTIAL

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User Interface Specification

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December 5, 2011

sure you get all of your mail, don't forget to contact the Post Office
to register your change of address.
initial

^

mm0420_ini_02

<500ms silence>

initial

^

mm0420_ini_03

Now, would you like to hear that information again?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes, yes please
// yes

1

Never

no, no thanks
// no

2

Never

Actions
Option

Condition

Action

no

Always

Prompt : [mm0420_out_01]
goto : mm0200_SFToggle_DS
All right. If you're finished, feel free to hang up.
Otherwise, just hang on and I'll take you back to
the Main Menu.

Transition

yes

Always

Prompt : [mm0420_out_02]
Sure.

Re-Recognition : Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm0420_nm1_01]
Let's try again...Would you like to hear that
information again?

Re-Recognition :

nomatch 2

Always

Prompt : [mm0420_nm2_01]
Re-Recognition :
Sorry. To hear the information again, press 1. If
you don't want to hear it again, press 2.

nomatch 3

If office_hours=true

Prompt : [mm0420_nm3_01]
Sorry we're having trouble. To speak with
someone, say 'Agent.' Otherwise,...

goto : mm0200_SFToggle_DS

nomatch 3

Else (office_hours=false)

Prompt : [mm0420_nm3_02]
Sorry we're having trouble. Let's keep going...

goto : mm0200_SFToggle_DS

noinput 1

Always

Prompt : [mm0420_ni1_01]
If you'd like me to repeat that information, say
'Yes' or press 1. If not, say 'No' or press 2.

Re-Recognition :

noinput 2

If office_hours=true

Prompt : [mm0420_ni2_01]
goto : mm0200_SFToggle_DS
To speak with someone, press 0. Otherwise,...

noinput 2

Else (office_hours=false)

Prompt : [mm0420_ni2_02]
Let's keep going...

Recovery Behavior

goto : mm0200_SFToggle_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
Automatically returns to SFMainMenu on 2nd noinput

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Social Security Administration
CONFIDENTIAL

Page 51 of 362

User Interface Specification

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December 5, 2011

mm0430_AddressDisambig_DM
CustomContext Recognition
This is a disambiguation state to determine if the caller wants to update their personal address or find a Social Security field office.
Entering From
mm0210_SFMainMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm0430_ini_01

Which would you like to do -- 'Update Your Address'' or 'Find a
Social Security Office'?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

update address, update my address

1

If Necessary

find a Social Security office, Social Security office, find an office, office

2

If Necessary

Actions
Option

Condition

Action

Transition

update_address

Always

Assign : current_task =change_address

--

^

^

Prompt : [mm0430_out_01]
All right.

goto :
mm0305_ChangeOfAddressKBA_DS

office

Always

Assign : current_task =field_office_locator

--

^

^

Prompt : [mm0430_out_02]
All right.

goto :
mm0320_FieldOfficeLocator_SD

Confirmation Prompts
Option

Condition

Name

Wording

update_addre Always
ss

mm0430_cnf_ini_ You want to update YOUR address. Right?
01

office

mm0430_cnf_ini_ You'd like to find a local Social Security office. Right?
02

Always

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm0430_nm1_01]
Let's try again...You can say 'Update Address'
or 'Find an Office'.

Re-Recognition :

nomatch 2

Always

Prompt : [mm0430_nm2_01]
Re-Recognition :
Sorry. If you would like to update your address,
say 'Update Address' or press 1. Otherwise, if
you'd like to find a local Social Security office,
say 'Find an Office' or press 2.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

Always

Prompt : [mm0430_ni1_01]
Re-Recognition :
If you want to update your address, say 'Update
Address'. Otherwise, to find a Social Security
office, say 'Find an Office'.

noinput 2

Always

Prompt : [mm0430_ni2_01]

Nuance Communications

Social Security Administration
CONFIDENTIAL

Re-Recognition :

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User Interface Specification

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December 5, 2011

Sorry. If you would like to update your address,
say 'Update Address' or press 1. Otherwise, if
you'd like to find a local Social Security office,
say 'Find an Office' or press 2.
noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm0440_DisabilityDisambig_DM
CustomContext Recognition
This is a disambiguation state to determine if the caller wants to apply for benefits, check on the status of a claim, or if they're calling about a
benefit check.
Entering From
mm0210_SFMainMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm0440_ini_01

Which of these are you calling about -- you can say 'Apply for
Benefits', 'Claim Status', 'Benefit Check', or say 'It's Something
Else'.

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

apply, apply for benefits

1

If Necessary

claim status, status of a claim

2

benefit check, check

3

If Necessary

something else, it's something else

4

If Necessary

If Necessary

Actions
Option

Condition

Action

Transition

apply

Always

Prompt : [mm0440_out_01]
All right.

goto : mm3000_ABRStatus_DS

claim_status

Always

Assign : current_task =application_status

--

^

^

Prompt : [mm0440_out_02]
All right.

goto :
mm0515_ApplicationStatusKBA_DS

check

Always

Assign : current_task =checks

--

^

^

Prompt : [mm0440_out_03]
All right.

goto :
mm1900_ReceivingBenefits_DM

else

Always

Prompt : [mm0440_out_04]

goto : mm3000_ABRStatus_DS

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Social Security Administration
CONFIDENTIAL

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User Interface Specification

Version: 4.9

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December 5, 2011

All right.

Confirmation Prompts
Option

Condition

Name

Wording

apply

Always

mm0440_cnf_ini_ You want to 'Apply for Benefits'. Right?
01

check

Always

mm0440_cnf_ini_ Your calling about a 'Benefit Check'. Right?
02

claim_status Always

mm0440_cnf_ini_ You want to check the 'Status of a Claim'. Right?
03

else

mm0440_cnf_ini_ You're calling about 'Something Else.' Right?
04

Always

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt : [mm0440_nm1_01]
Re-Recognition :
Let's try again...You can say 'Apply for
Benefits', 'Claim Status', 'Benefit Check', or 'It's
Something Else'.

Transition

nomatch 2

Always

Prompt : [mm0440_nm2_01]
Re-Recognition :
Sorry. If you need to apply for disability
benefits, say 'Apply for Benefits' or press 1. If
you need to check the status of a disability
claim, say 'Claim Status' or press 2. If you are
calling about a disability check, say 'Benefit
Check' or press 3. OR, for anything else, press
4.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

Always

Prompt : [mm0440_ni1_01]
Re-Recognition :
If you need to apply for disability benefits, say
'Apply for Benefits'. If you need to check the
status of a disability claim, say 'Claim Status'. If
you are calling about a disability check, say
'Benefit Check'. OR, for anything else, say 'It's
Something Else' or press 4.

noinput 2

Always

Prompt : [mm0440_ni2_01]
Re-Recognition :
Sorry. If you need to apply for disability
benefits, say 'Apply for Benefits' or press 1. If
you need to check the status of a disability
claim, say 'Claim Status' or press 2. If you are
calling about a disability check, say 'Benefit
Check' or press 3. OR, for anything else, press
4.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 54 of 362

User Interface Specification

Version: 4.9

SSA_ATT_Care2020_N8NN

December 5, 2011

Parameter

Value

--

--

Developer Notes
--

mm0450_EmploymentDisambig_DM
CustomContext Recognition
This is a disambiguation state to determine if the caller needs a copy of there work history (form 7004) or if they are calling about something else
related to employment.
Entering From
mm0210_SFMainMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm0450_ini_01

Do you need a copy of your work history?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes

1

no

2

Actions
Option

Condition

Action

Transition

no

Always

Prompt : [mm0450_out_01]
All right.

goto : mm3000_ABRStatus_DS

yes

Always

Assign : current_task =transcription_7004

--

^

^

Prompt : [mm0450_out_02]
All right.

goto :
mm2000_ReceivingBenefits_DM

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm0450_nm1_01]
Let's try again...DO you need a copy of your
work history?

Re-Recognition :

nomatch 2

Always

Prompt : [mm0450_nm2_01]
Re-Recognition :
Sorry. If you need a copy of your work history,
say 'Yes' or press 1. If not, say 'No' or press 2.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

Always

Prompt : [mm0450_ni1_01]
Re-Recognition :
If you need a copy of your work history, also
known as form 7004, say 'Yes'. If not, say 'No'.

noinput 2

Always

Prompt : [mm0450_ni2_01]
Re-Recognition :
Sorry. If you need a copy of your work history,
say 'Yes' or press 1. If not, say 'No' or press 2.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Recovery Behavior

Commands: State-Specific Behavior
Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 55 of 362

User Interface Specification

Version: 4.9

SSA_ATT_Care2020_N8NN

December 5, 2011

See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm0460_SSNVerification_DM
CustomContext Recognition
This state advises the caller on how to verify a Social Securiy number, whether they are an employer or calling to verify their own.
Entering From
mm0210_SFMainMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm0460_ini_01

If you're an employer calling ot verify the Social Security numbers
of current or former employees, you'll need to visit our website at
'Social Security dot G O V, slash B S O'. If you're calling verify
your OWN Social Security number, you'll need to visit your local
Social Security Field Office.

initial

^

mm0460_ini_02

<500ms silence>

initial

^

mm0460_ini_03

You can say 'Repeat That' or 'Find an Office'. Or, if you're finished,
just say 'I'm Finished'.

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

repeat, repeat that

1

Never

find an office, local office

2

If Necessary

i'm finished, i'm done

3

Never

Actions
Option

Condition

Action

Transition

office

Always

Assign : current_task =field_office_locator

--

^

^

Prompt : [mm0460_out_01]
All right.

goto :
mm0320_FieldOfficeLocator_SD

finished

Always

Prompt : [mm0460_out_02]
If you're done, feel free to hang up.
Otherwise,...

goto : mm0200_SFToggle_DS

Confirmation Prompts
Option

Condition

Name

Wording

office

Always

mm0460_cnf_ini_ You'd like to find a local Social Security office. Right?
01

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Nuance Communications

Action

Social Security Administration
CONFIDENTIAL

Transition

Page 56 of 362

User Interface Specification

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December 5, 2011

nomatch 1

Always

Prompt : [mm0460_nm1_01]
Re-Recognition :
Let's try again...You can say 'Repeat', 'Find an
Office', or 'I'm Finished'.

nomatch 2

Always

Prompt : [mm0460_nm2_01]
Sorry. To hear that information again, say
'Repeat' or press 1. If you want to find a local
Social Security office, say 'Find an Office' or
press 2. OR, if you're finished, simply say 'I'm
Finished' or press 3.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

Always

Prompt : [mm0460_ni1_01]
Re-Recognition :
To hear that information again, say 'Repeat'. If
you need to verify your own Social Security
number and want to find a local Social Security
office, say 'Find an Office'. OR, if you're
finished, simply say 'I'm Finished'.

noinput 2

Always

Prompt : [mm0460_ni2_01]
Sorry. To hear that information again, say
'Repeat' or press 1. If you want to find a local
Social Security office, say 'Find an Office' or
press 2. OR, if you're finished, simply say 'I'm
Finished' or press 3.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Commands: State-Specific Behavior
Type

Condition

Action

Transition

repeat

--

Prompt : [mm0460_repeat_01]
Sure.

Re-Recognition : Reprompt

Commands: Confirmations
See 1.2 Global Commands

Commands: Grammar
Sample Expressions

DTMF

Command

Confirm

repeat that, repeat

9

repeat

Never

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm0470_ReplacementDisambig_DM
CustomContext Recognition
This is a disambiguation state to determine if the caller wants to get a replacement 1099, card, or something else.
Entering From
mm0210_SFMainMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm0470_ini_01

Which of these do you need to replace -- a 'Benefits Statement (or

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 57 of 362

User Interface Specification

Version: 4.9

SSA_ATT_Care2020_N8NN

December 5, 2011

'1099')', a 'Medicare or Social Security Card', or say 'It's Something
Else'?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

benefits statement, 1099

1

If Necessary

medicare card, social security card, card

2

If Necessary

something else

3

If Necessary

Actions
Option

Condition

Action

Transition

1099

Always

Assign : current_task =benefits_statement

--

^

^

Prompt : [mm0470_out_01]
All right. Replacement Benefits Statement (or
'1099').

goto :
mm0525_BenefitsStatementKBA_DS

card

Always

Prompt : [mm0470_out_02]
All right. Replacement Card.

goto : mm1300_WhichCard_DM

else

Always

Prompt : [mm0470_out_03]
All right.

goto : mm3000_ABRStatus_DS

Confirmation Prompts
Option

Condition

Name

Wording

1099

Always

mm0470_cnf_ini_ You want a replacement 'Benefits Statement (or 1099)'. Right?
01

card

Always

mm0470_cnf_ini_ You want a replacement 'Medicare or Social Security Card'. Right?
02

else

Always

mm0470_cnf_ini_ You're calling about 'Something Else.' Right?
03

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt : [mm0470_nm1_01]
Re-Recognition :
Let's try again...You can say 'Benefits
Statement', 'Medicare or Social Security Card',
OR say 'It's Something Else'.

nomatch 2

Always

Prompt : [mm0470_nm2_01]
Re-Recognition :
Sorry. If you need to get a replacement
'Benefits Statement (or 1099)', press 1. For a
replacement 'Medicare or Social Security Card',
press 2. OR, for anything else, press 3.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

Always

Prompt : [mm0470_ni1_01]
You can say 'Benefits Statement' or press 1,
'Medicare or Social Security Card' or press 2,
OR say 'It's Something Else' or press 3.

Re-Recognition :

noinput 2

Always

Prompt : [mm0470_ni2_01]
Sorry. If you need to get a replacement
'Benefits Statement (or 1099)', press 1. For a

Re-Recognition :

Nuance Communications

Social Security Administration
CONFIDENTIAL

Transition

Page 58 of 362

User Interface Specification

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December 5, 2011

replacement 'Medicare or Social Security Card',
press 2. OR, for anything else, press 3.
noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm0500_BEVEKBA_DS
Decision
Sets variable for use by the KBA for the 'Benefits Verification' task
Entering From
mm0900_BenefitsMoreOptions_DM, mm2010_BenefitsEarnings_DM, mm2300_FormsGeneral_DM, mm2400_EarningsMenu_DM,
mm0610_BackoffOtherOptionsMenu_DM

Actions
Condition

Action

Transition

Always

Assign : beve_transaction_status =Undefined

goto : mm0505_BEVE_SD

Developer Notes
--

mm0505_BEVE_SD
Subdialog Call
Subdialog call for Benefits Verification
Entering From
mm0500_BEVEKBA_DS
Dialog called
Proceed to initial node in:

BenefitsVerification

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Nuance Communications

Action

Transition

Social Security Administration
CONFIDENTIAL

Page 59 of 362

User Interface Specification

Version: 4.9

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December 5, 2011

If attestation_confirmed=declined

--

goto : mm3000_ABRStatus_DS

Elseif beve_transaction_status=success

--

goto : mm0200_SFToggle_DS

Elseif
beve_transaction_status=change_address

--

goto : mm3000_ABRStatus_DS

Else (beve_transaction_status=failure)

Assign : transfer_reason =failure

goto : mm3000_ABRStatus_DS

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

mm0515_ApplicationStatusKBA_DS
Decision
Sets variable for use by the KBA for the 'Claim Status' task
Entering From
mm0210_SFMainMenu_DM, mm0600_BackoffMainMenu_DM, mm0700_Benefits_DM, mm0810_ApplicationStatusQuestion_DM,
mm0440_DisabilityDisambig_DM

Actions
Condition

Action

Always

Assign : claims_transaction_status =Undefined goto : mm0520_ApplicationStatus_SD

Transition

Developer Notes
--

mm0520_ApplicationStatus_SD
Subdialog Call
Subdialog call for Claim Status
Entering From
mm0515_ApplicationStatusKBA_DS
Dialog called
Proceed to initial node in:

ClaimStatusRequests

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

Transition

If attestation_confirmed=declined

--

goto : mm3000_ABRStatus_DS

Elseif claims_transaction_status=success

--

goto : mm0200_SFToggle_DS

-Elseif
claims_transaction_status=no_confirmation_nu
mber
Else (claims_transaction_status=failure)

Nuance Communications

goto : mm3000_ABRStatus_DS

Assign : transfer_reason =failure

Social Security Administration
CONFIDENTIAL

goto : mm3000_ABRStatus_DS

Page 60 of 362

User Interface Specification

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December 5, 2011

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

mm0525_BenefitsStatementKBA_DS
Decision
Sets variable for use by the KBA for the 'Benefits statement' task
Entering From
mm0210_SFMainMenu_DM, mm2010_BenefitsEarnings_DM, mm2300_FormsGeneral_DM, mm2400_EarningsMenu_DM,
mm0610_BackoffOtherOptionsMenu_DM, mm0470_ReplacementDisambig_DM

Actions
Condition

Action

Transition

Always

Assign :
benefits_statement_transaction_status
=Undefined

goto : mm0530_BenefitsStatement_SD

Developer Notes
--

mm0530_BenefitsStatement_SD
Subdialog Call
Subdialog call for Benefits Statement
Entering From
mm0525_BenefitsStatementKBA_DS
Dialog called
Proceed to initial node in:

ReplacementBenefitStatement

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

Transition

If attestation_confirmed=declined

--

goto : mm3000_ABRStatus_DS

-Elseif
benefits_statement_transaction_status=succes
s

goto : mm0200_SFToggle_DS

-Elseif
benefits_statement_transaction_status=previou
s_year

goto : mm3000_ABRStatus_DS

-Elseif
benefits_statement_transaction_status=field_off
ice

goto : mm0320_FieldOfficeLocator_SD

Elseif
Nuance Communications

--

goto : mm3000_ABRStatus_DS
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benefits_statement_transaction_status=replace
ment
Assign : transfer_reason =failure
Else
(benefits_statement_transaction_status=failure)

goto : mm3000_ABRStatus_DS

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

mm0540_BestTimeMsg_PP
Play Prompt
Informational message about the best time to call
Entering From

-Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm0540_out_01

Agents are available Monday through Friday from 7 AM to 7 PM
(except for holidays). Our lines are busiest early in the week and
early in the month. You can call any time - 24 hours a day, 7 days
a week - to use our automated services. And when you call, it'll
help to have your Social Security number handy.

initial

^

mm0540_out_02

<500ms silence>

initial

^

mm0540_out_03

Now,...

Actions
Condition

Action

Transition

Always

--

goto : mm0200_SFToggle_DS

Developer Notes
NOTE: this state is currently NOT called

mm0545_TranscriptionKBA_DS
Decision
Sets variable for use by the KBA for the 'Transcription' tasks
Entering From
mm0210_SFMainMenu_DM, mm0900_BenefitsMoreOptions_DM, mm2040_FutureBenefits_DM, mm2400_EarningsMenu_DM,
mm1520_GetForm_DM, mm1770_OrderDrugFormQuestion_DM

Actions
Condition

Action

Transition

If current_task =
transcription_7004

AND If
form_7004_delivery
= false

--

goto : mm3000_ABRStatus_DS

Else

Else

Assign : transcription_transaction_status
=Undefined

goto : mm0550_Transcription_SD

Developer Notes
--

Nuance Communications

Social Security Administration
CONFIDENTIAL

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December 5, 2011

mm0550_Transcription_SD
Subdialog Call
Subdialog call for Transcription
Entering From
mm0545_TranscriptionKBA_DS
Dialog called
Proceed to initial node in:

Transcription

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

Transition

If attestation_confirmed=declined

--

goto : mm3000_ABRStatus_DS

Elseif transcription_transaction_status=success -Else (transcription_transaction_status=failure)

goto : mm0200_SFToggle_DS

Assign : transfer_reason =failure

goto : mm3000_ABRStatus_DS

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

mm0560_MRCKBA_DS
Decision
Sets variable for use by the KBA for the 'Medicare Replacement Card' task
Entering From
mm0210_SFMainMenu_DM, mm1105_MedicareCardsMenu_DM, mm1710_ReplacementCardQuestion_DM

Actions
Condition

Action

Transition

Always

Assign : mrc_transaction_status =Undefined

goto : mm0565_MRC_SD

Developer Notes
--

mm0565_MRC_SD
Subdialog Call
Subdialog call for Medicare Replacement Card
Entering From
mm0560_MRCKBA_DS
Dialog called
Proceed to initial node in:

Nuance Communications

MedicareReplacementCard

Social Security Administration
CONFIDENTIAL

Page 63 of 362

User Interface Specification

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December 5, 2011

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

Transition

If attestation_confirmed=declined

--

goto : mm3000_ABRStatus_DS

Elseif mrc_transaction_status=success

--

goto : mm0200_SFToggle_DS

Elseif mrc_transaction_status=change_address -Else (mrc_transaction_status=failure)

goto : mm3000_ABRStatus_DS

Assign : transfer_reason =failure

goto : mm3000_ABRStatus_DS

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

mm0600_BackoffMainMenu_DM
CustomContext Recognition
Directed Dialog version of the Main Menu.
Entering From
mm0210_SFMainMenu_DM, mm0200_SFToggle_DS, mm0610_BackoffOtherOptionsMenu_DM

Initial Prompts
Type

Condition

initial

If first_entry=true

If
mm0600_ini_01
non_national_transfe
r=true

Name

Wording
Okay. Which of these are you calling about - 'Claim Status,'
'Update Personal Information,' 'New or Replacement Cards,'
'Medicare,' or 'Office Locations.' Or, to hear more options, say
'Other Options.'

initial

^

Else
mm0600_ini_02
(non_national_transf
er=false)

Tell me which of these sounds closest to what you're calling about 'Claim Status,' 'Update Personal Information,' 'New or Replacement
Cards,' 'Medicare,' or 'Office Locations.' Or, to hear more options,
say 'Other Options.'

initial

Else
(first_entry=false)

If
mm0600_ini_03
backoff_menu_go_b
ack=false

Tell me what else I can help you with - 'Claim Status,' 'Update
Personal Information,' 'New or Replacement Cards,' 'Medicare,' or
'Office Locations.' Or, to hear more options, say 'Other Options.'

initial

^

Else
mm0600_ini_04
(backoff_menu_go_b
ack=true)

You can say 'Claim Status,' 'Update Personal Information,' 'New or
Replacement Cards,' 'Medicare,' or 'Office Locations.' Or, to hear
the OTHER options again, say 'Other Options.'

reprompt

After 'repeat' or
disconfirmation

Always

Which of these are you calling about - you can say 'Claim Status,'
'Update Personal Information,' 'New or Replacement Cards,'
'Medicare,' or 'Office Locations.' Or, to hear more options, say
'Other Options.'

mm0600_ree_01

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

check claim status, claim status, application status, check application
status
// claim status

1

If Necessary

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Social Security Administration
CONFIDENTIAL

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User Interface Specification

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December 5, 2011

?update personal information, update ?personal information
// update personal information

2

If Necessary

?[new replacement (new or replacement)] ?[(social security) medicare]
card[s]
// cards

3

If Necessary

medicare
// medicare

4

If Necessary

find ?(a social security) office, office ?locations
// office locations

5

If Necessary

[other more] options, something else, none ?(of [them those])
// other options

6

Always

repeat, repeat that
// repeat

9

Never

Actions
Option

Condition

Action

Transition

application_status

Always

Assign : current_task =application_status

--

^

^

Assign : first_entry =false

--

^

^

Assign : backoff_menu_go_back =false

--

^

^

Prompt : [mm0600_out_01]
Okay. Claim Status.

goto :
mm0515_ApplicationStatusKBA_DS

cards

Always

Assign : backoff_menu_go_back =false

--

^

^

Assign : first_entry =false

--

^

^

Prompt : [mm0600_out_02]
All right. Cards.

goto : mm1300_WhichCard_DM

medicare

Always

Assign : backoff_menu_go_back =false

--

^

^

Assign : first_entry =false

--

^

^

Prompt : [mm0600_out_03]
All right. Medicare.

goto :
mm1700_MedicareApplyMenu_DM

office_locations

Always

Assign : backoff_menu_go_back =false

--

^

^

Assign : current_task =field_office_locator

--

^

^

Assign : first_entry =false

--

^

^

Prompt : [mm0600_out_04]
All right. Office Locations.

goto :
mm0320_FieldOfficeLocator_SD

other_options

Always

Assign : first_entry =false

--

^

^

Prompt : [mm0600_out_05]
All right.

goto :
mm0610_BackoffOtherOptionsMenu_
DM

update

Always

Assign : backoff_menu_go_back =false

--

^

^

Assign : first_entry =false

--

^

^

Prompt : [mm0600_out_06]
Okay. Update Information.

goto :
mm0910_UpdatePersonalInfo_DM

repeat

Always

Prompt : [mm0600_out_07]
Sure.

Re-Recognition : Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

application_st Always
atus

mm0600_cnf_ini_ You're calling about the 'Status of a Claim.'
01

cards

mm0600_cnf_ini_ You want 'Cards.'
02

Always

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medicare

Always

December 5, 2011

mm0600_cnf_ini_ You want 'Medicare.'
03

office_locatio Always
ns

mm0600_cnf_ini_ You're calling to find a Social Security office.
04

other_options Always

mm0600_cnf_ini_ You'd like to hear 'Other Options.'
05

update

Always

mm0600_cnf_ini_ You're calling to Update Personal Information.
06

--

Always

gl_cnf_ini_02

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm0600_nm1_01]
Re-Recognition :
Let's try again. You can say 'Claim Status' or
press 1, 'Update Information' or press 2, 'Cards'
or 3, 'Medicare' or 4, 'Office Locations' or 5, or
say 'Other Options' or press 6.

nomatch 2

^

Prompt : [mm0600_nm2_01]
Re-Recognition :
Sorry. To check the status of an application or
claim you've already filed, press 1. To update
personal information (like your name, address,
or direct deposit information), press 2. To
request a new or replacement CARD, 3. For
questions about Medicare, 4. To find a Social
Security office in your area, 5. Or, to hear
additional options, press 6.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm0600_ni1_01]
Re-Recognition :
If you're calling to check the status of an
application or claim you've already filed, say
'Claim Status' or press 1. To update personal
information (like your name or address), say
'Update Information' or press 2. To request a
new or replacement CARD, say 'Cards' or press
3. For questions about Medicare benefits or
eligibility, say 'Medicare' or press 4. To find a
Social Security office in your area, say 'Office
Locations' or press 5. Or, to hear additional
options, say 'Other Options' or press 6.

noinput 2

^

Prompt : [mm0600_ni2_01]
Re-Recognition :
Sorry. To check the status of an application or
claim you've already filed, press 1. To update
personal information (like your name, address,
or direct deposit information), press 2. To
request a new or replacement CARD, 3. For
questions about Medicare, 4. To find a Social
Security office in your area, 5. Or, to hear
additional options, press 6.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

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CONFIDENTIAL

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User Interface Specification

Version: 4.9

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December 5, 2011

Commands: Disabled Globals
StartOver, repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm0610_BackoffOtherOptionsMenu_DM
CustomContext Recognition
Additional Directed Dialog Main Menu options.
Entering From
mm0600_BackoffMainMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm0610_ini_01

You can also set up or change 'Direct Deposit,' 'Apply for Benefits,'
request a 'Proof of Income' letter, or get a replacement '1099
Benefits Statement.' Or, for anything else, just say 'It's Something
Else.'

reprompt

After 'repeat' or disconfirmation

mm0610_ree_01

You can set up or change 'Direct Deposit,' 'Apply for Benefits,'
request a 'Proof of Income' letter, or get a replacement '1099
Benefits Statement.' Or, for anything else, just say 'It's Something
Else.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

?([(set up) change (set up or change)] direct deposit
// direct_deposit

1

If Necessary

apply ?(for benefits)
// application

2

If Necessary

?([request get] a) proof of income ?letter
// proof_of_income

3

If Necessary

?(get a) ?replacement [1099 (benefits statment) (1099 ?benefits
statement)]
// benefits_statement

4

If Necessary

?[it's (i'm calling about)] something else, other
// something_else

5

If Necessary

go back ?(to previous menu)
// go_back

6

If Necessary

repeat, repeat that
// repeat

9

Never

// DTMF only

*

Never

Actions
Option

Condition

Action

Transition

application

Always

Prompt : [mm0610_out_01]
Okay. Apply for Benefits.

goto :
mm0800_BenefitsApplicationMenu_D

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M
benefits_statement

Always

Assign : current_task =benefits_statement

--

^

^

Prompt : [mm0610_out_02]
Okay. 1099 Statement.

goto :
mm0525_BenefitsStatementKBA_DS

direct_deposit

Always

Assign : current_task =direct_deposit

--

^

^

Prompt : [mm0610_out_03]
Okay. Direct Deposit.

goto :
mm0325_DirectDepositKBA_DS

go_back

Always

Assign : backoff_menu_go_back =true

--

^

^

Prompt : [mm0610_out_04]
Sure. Here are those options again...

goto :
mm0600_BackoffMainMenu_DM

proof_of_income

Always

Assign : current_task =benefits_verification

--

^

^

Prompt : [mm0610_out_05]
Okay. Proof Of Income.

goto : mm0500_BEVEKBA_DS

something_else

Always

Prompt : [mm0610_out_06]
Okay.

goto : mm3000_ABRStatus_DS

repeat

Always

Prompt : [mm0610_out_07]
Sure.

Re-Recognition : Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

application

Always

mm0610_cnf_ini_ You want to 'Apply for Benefits.'
01

benefits_stat Always
ement

mm0610_cnf_ini_ You want to get a 'Replacement 1099' statement.
02

direct_deposi Always
t

mm0610_cnf_ini_ You want 'Direct Deposit.'
03

go_back

mm0610_cnf_ini_ You want to 'Go Back' to the previous menu.
04

Always

proof_of_inco Always
me

mm0610_cnf_ini_ You're calling about 'Proof of Income.'
05

something_el Always
se

mm0610_cnf_ini_ You're calling about 'Something Else.'
06

--

gl_cnf_ini_02

Always

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt : [mm0610_nm1_01]
Re-Recognition :
Let's try again. You can say 'Direct Deposit' or
press 1, 'Apply for Benefits' or press 2, 'Proof of
Income' or 3, 'Replacement 1099' or 4, 'It's
Something Else' or 5, or to go back to the
previous menu of options, say 'Go Back' or
press 6.

nomatch 2

^

Prompt : [mm0610_nm2_01]
Re-Recognition :
Sorry. To set up or change direct deposit, press
1. To apply for benefits, press 2. To get a proof
of income letter, 3. To get a replacement 1099
benefits statement, 4. For anything else, 5. Or,
to go back to the PREVIOUS menu options,
press 6.

nomatch 3

Always

Assign : transfer_reason =error

Nuance Communications

Social Security Administration
CONFIDENTIAL

Transition

--

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December 5, 2011

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm0610_ni1_01]
Re-Recognition :
To set up or change direct deposit of your
Social Security benefits, say 'Direct Deposit' or
press 1. To apply for benefits, say 'Apply for
Benefits' or press 2. To request a proof of
income or benefits verification letter, say 'Proof
of Income' or press 3. To get a replacement
1099 benefits statement, say 'Replacement
1099' or press 4. For anything else, say 'It's
Something Else' or press 5. Or, to go back to
the PREVIOUS menu options, say 'Go Back' or
press 6.

noinput 2

^

Prompt : [mm0610_ni2_01]
Re-Recognition :
Sorry. To set up or change direct deposit, press
1. To apply for benefits, press 2. To get a proof
of income letter, 3. To get a replacement 1099
benefits statement, 4. For anything else, 5. Or,
to go back to the PREVIOUS menu options,
press 6.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
StartOver, repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm0700_Benefits_DM
CustomContext Recognition
Benefits disambiguation menu
Entering From
mm0210_SFMainMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm0700_ini_01

Which do you want to do - 'Apply For Benefits,' check the 'Status of
a Claim,' set up or change 'Direct Deposit,' or ask about a 'Benefits
Payment?' (To hear more options, just say 'Other Options.')

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

apply ?(for ?[(social security) medicare] benefits)
// apply

1

If Necessary

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CONFIDENTIAL

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User Interface Specification

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[claim application] status, ?(check the) status of an [application claim]
// application_status

2

If Necessary

?[(set up) change] direct deposit
// direct_deposit

3

If Necessary

?(benefits) payment ?(question)
// payment

4

If Necessary

?(hear) [other more] options
// other_options

5

If Necessary

Actions
Option

Condition

Action

Transition

application_status

Always

Assign : current_task =application_status

--

^

^

Prompt : [mm0700_out_01]
Okay. Claim Status.

goto :
mm0515_ApplicationStatusKBA_DS

apply

Always

Prompt : [mm0700_out_02]
Okay. Apply for Benefits.

goto :
mm0800_BenefitsApplicationMenu_D
M

direct_deposit

Always

Assign : current_task =direct_deposit

--

^

^

Prompt : [mm0700_out_03]
Okay. Direct Deposit.

goto :
mm0325_DirectDepositKBA_DS

other_options

Always

Prompt : [mm0700_out_04]
Sure.

goto :
mm0900_BenefitsMoreOptions_DM

payment

Always

Prompt : [mm0700_out_05]
Okay. Payments.

goto :
mm1900_ReceivingBenefits_DM

Confirmation Prompts
Option

Condition

Name

Wording

application_st Always
atus

mm0700_cnf_ini_ You're calling about the 'Status of a Claim.' Right?
01

apply

mm0700_cnf_ini_ Sounds like you're calling for help with an application. Is that right?
02

Always

direct_deposi Always
t

mm0700_cnf_ini_ You want 'Direct Deposit.' Right?
03

other_options Always

mm0700_cnf_ini_ You'd like to hear more options. Right?
04

payment

mm0700_cnf_ini_ You want 'Payments.' Right?
05

Always

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt : [mm0700_nm1_01]
Re-Recognition :
Let's try again... You can say 'Apply For
Benefits' or press 1, 'Claim Status' or press 2,
'Direct Deposit' or 3, 'Benefits Payment' or 4, Or
to hear more options, just say 'Other Options' or
press 5.

nomatch 2

^

Prompt : [mm0700_nm2_01]
Re-Recognition :
Sorry. To get help with an application for
benefits, press 1. To check the status of a claim
or application you've ALREADY filed, press 2. If
you'd like to set up or change direct deposit of
your benefits payments, press 3. For questions
about your benefits payments, press 4. Or to

Nuance Communications

Social Security Administration
CONFIDENTIAL

Transition

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December 5, 2011

hear additional benefits options, press 5.
nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm0700_ni1_01]
Re-Recognition :
To get help with an application for Social
Security or Medicare benefits, say 'Apply For
Benefits' or press 1. To check the status of a
claim or application you've ALREADY filed, say
'Claim Status' or press 2. If you'd like to set up
or change direct deposit of your benefits
payments, say 'Direct Deposit' or press 3. For
questions about your benefits payments, say
'Benefits Payment' or press 4. Or to hear
additional benefits options, just say 'Other
Options' or press 5.

noinput 2

^

Prompt : [mm0700_ni2_01]
Re-Recognition :
Sorry. To get help with an application for
benefits, press 1. To check the status of a claim
or application you've ALREADY filed, press 2. If
you'd like to set up or change direct deposit of
your benefits payments, press 3. For questions
about your benefits payments, press 4. Or to
hear additional benefits options, press 5.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm0800_BenefitsApplicationMenu_DM
CustomContext Recognition
Benefits application disambiguation menu.
Entering From
mm0210_SFMainMenu_DM, mm0700_Benefits_DM, mm0610_BackoffOtherOptionsMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

First entry

mm0800_ini_01

Now, which are you calling about - 'Social Security Benefits'
(including disability, survivor, retirement, or supplemental security
income), 'Medicare and Prescription Drug Benefits,' or 'Something
Else?'

reprompt

After 'repeat' or disconfirmation

mm0800_ree_01

Which are you calling about - 'Social Security Benefits,' 'Medicare
and Prescription Drug Benefits,' or 'Something Else?'

Grammar

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 71 of 362

User Interface Specification

Version: 4.9

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December 5, 2011

Sample Expressions

DTMF

Reco Var/Option

Confirm

[(social security) disability survivor retirement, '(supplemental security
?income)] benefits
// social_security

1

If Necessary

[medicare (medicare or prescription ?drug) (prescription ?drug) drug]
benefits
// medicare

2

If Necessary

?[it's (i'm calling about)] something else, other
// something_else

3

If Necessary

repeat, repeat that
// repeat

9

Never

Actions
Option

Condition

Action

Transition

medicare

Always

Prompt : [mm0800_out_01]
Okay. Medicare.

goto :
mm1700_MedicareApplyMenu_DM

social_security

Always

Prompt : [mm0800_out_02]
Okay. Social Security.

goto :
mm0810_ApplicationStatusQuestion_
DM

something_else

Always

Prompt : [mm0800_out_03]
Okay.

goto : mm3000_ABRStatus_DS

repeat

Always

Prompt : [mm0800_out_04]
Sure.

Re-Recognition : Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

medicare

Always

mm0800_cnf_ini_ You're calling about 'Medicare Benefits.'
01

social_securit Always
y

mm0800_cnf_ini_ You're calling about 'Social Security Benefits.'
02

something_el Always
se

mm0800_cnf_ini_ You're calling about 'Something Else.'
03

--

gl_cnf_ini_02

Always

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt : [mm0800_nm1_01]
Re-Recognition :
Let's try again. You can say 'Social Security
Benefits' or press 1, 'Medicare Benefits' or
press 2, or for anything else, say 'It's Something
Else' or press 3.

nomatch 2

^

Prompt : [mm0800_nm2_01]
Sorry. For help applying for Social Security
benefits (including disability, survivor,
retirement, or supplemental security income),
press 1. For Medicare benefits (including
Prescription Drug benefits), press 2. Or, for
anything else, press 3.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm0800_ni1_01]
For help applying for Social Security benefits

Re-Recognition :

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CONFIDENTIAL

Transition

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User Interface Specification

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December 5, 2011

(including disability, survivor, retirement, or
supplemental security income), say 'Social
Security Benefits' or press 1. For Medicare
benefits (including Prescription Drug benefits),
say 'Medicare Benefits' pr press 2. Or, for
anything else, just say 'It's Something Else' or
press 3.
noinput 2

^

Prompt : [mm0800_ni2_01]
Sorry. For help applying for Social Security
benefits (including disability, survivor,
retirement, or supplemental security income),
press 1. For Medicare benefits (including
Prescription Drug benefits), press 2. Or, for
anything else, press 3.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm0810_ApplicationStatusQuestion_DM
CustomContext Recognition
Asks the caller if he/she is calling about an existing application.
Entering From
mm0210_SFMainMenu_DM, mm0800_BenefitsApplicationMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm0810_ini_01

Are you calling about a claim you've already filed?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes
// yes

1

Never

no
// no

2

Never

Actions
Option

Condition

Action

Transition

no

Always

Prompt : [mm0810_out_01]
To apply for benefits you'll need to speak to
someone.

goto : mm3000_ABRStatus_DS

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Social Security Administration
CONFIDENTIAL

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December 5, 2011

yes

Always

Assign : current_task =application_status

--

^

^

Prompt : [mm0810_out_02]
All right.

goto :
mm0515_ApplicationStatusKBA_DS

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm0810_nm1_01]
Let's try again...ARE you calling about a claim
or application you've already filed?

Re-Recognition :

nomatch 2

^

Prompt : [mm0810_nm2_01]
Sorry. If you're calling about a claim you've
ALREADY filed with us, press 1. Otherwise,
press 2.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm0810_ni1_01]
Re-Recognition :
If you ARE calling about a claim or application
you've already filed, say 'Yes' or press 1. If not,
say 'No' or press 2.

noinput 2

^

Prompt : [mm0810_ni2_01]
Sorry. If you're calling about a claim you've
ALREADY filed with us, press 1. Otherwise,
press 2.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm0900_BenefitsMoreOptions_DM
CustomContext Recognition
Additional Benefits options menu.
Entering From
mm0700_Benefits_DM

Initial Prompts
Type

Condition

Name

Wording

initial

First entry

mm0900_ini_01

Here are some more benefits options - you can say 'Proof of
Income,' 'Earnings Statement,' 'Update Personal Information,'
'Forms,' 'Pamphlets,' or for anything else, just say 'It's Something
Else.'

reprompt

After 'repeat' or disconfirmation

mm0900_ree_01

Which are you calling about - you can say 'Proof of Income,'
'Earnings Statement,' 'Update Personal Information,' 'Forms,'

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'Pamphlets,' or for anything else, just say 'It's Something Else.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

proof of income ?letter
// proof_of_income

1

If Necessary

[benefits earnings] statment, 1099
// earnings_statement

2

If Necessary

update ?(?my ?personal information ?on file))
// update

3

If Necessary

forms
// forms

4

If Necessary

pamphlets
// pamphlets

5

If Necessary

?[it's (i'm calling about)] something else, other
// something_else

6

If Necessary

repeat, repeat that
// repeat

9

Never

Actions
Option

Condition

Action

Transition

earnings_statement

Always

Prompt : [mm0900_out_01]
Okay. Earnings Statement.

goto : mm2400_EarningsMenu_DM

forms

Always

Prompt : [mm0900_out_02]
All right. Forms.

goto : mm2300_FormsGeneral_DM

pamphlets

Always

Assign : current_task =transcription_pamphlet --

^

^

Prompt : [mm0900_out_03]
All right. Pamphlets.

goto :
mm0545_TranscriptionKBA_DS

proof_of_income

Always

Prompt : [mm0900_out_04]
All right. Proof of Income.

--

^

^

Assign : current_task =benefits_verification

goto : mm0500_BEVEKBA_DS

something_else

Always

Prompt : [mm0900_out_05]
Okay.

goto : mm3000_ABRStatus_DS

update

Always

Prompt : [mm0900_out_06]
Okay. Update Information.

goto :
mm0910_UpdatePersonalInfo_DM

repeat

Always

Prompt : [mm0900_out_07]
Sure.

Re-Recognition : Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

earnings_stat Always
ement

mm0900_cnf_ini_ You're calling about an 'Earnings Statement.'
01

forms

Always

mm0900_cnf_ini_ You want 'Forms.'
02

pamphlets

Always

mm0900_cnf_ini_ You want 'Pamphlets.'
03

proof_of_inco Always
me

mm0900_cnf_ini_ You're calling about 'Proof of Income.'
04

something_el Always
se

mm0900_cnf_ini_ You're calling about 'Something Else.'
05

update

Always

mm0900_cnf_ini_ You want to 'Update Personal Information.'
06

--

Always

gl_cnf_ini_02

Nuance Communications

Right?

Social Security Administration
CONFIDENTIAL

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User Interface Specification

Version: 4.9

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December 5, 2011

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm0900_nm1_01]
Re-Recognition :
Let's try again. You can say 'Proof of Income' or
press 1, 'Earnings Statement' or press 2,
Update Personal Information' or 3, 'Forms' or 4,
'Pamphlets' or 5, or say 'It's Something Else' or
press 6.

nomatch 2

^

Prompt : [mm0900_nm2_01]
Re-Recognition :
Sorry. If you need proof of your Social Security
income, press 1. For a copy of your annual
earnings statement or '1099 form,' press 2. To
update personal information you have on file
(name or address changes, for example), press
3. To hear about Social Security forms, press 4.
To receive information about Social Security
benefits in the mail, press 5. Or, for anything
else, press 6.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm0900_ni1_01]
Re-Recognition :
For a proof of Social Security income letter, say
'Proof of Income' or press 1. For a copy of your
annual earnings statement or '1099 form,' say
'Earnings Statement' or press 2. To update
personal information you have on file (name or
address changes, for example), say 'Update
Information' or press 3. To hear about Social
Security forms (other than proof of income or a
1099), say 'Forms' or press 4. To receive
information about Social Security benefits in the
mail, say 'Pamphlets' or press 5. Or, for
anything else, just say 'It's Something Else' or
press 6.

noinput 2

^

Prompt : [mm0900_ni2_01]
Re-Recognition :
Sorry. If you need proof of your Social Security
income, press 1. For a copy of your annual
earnings statement or '1099 form,' press 2. To
update personal information you have on file
(name or address changes, for example), press
3. To hear about Social Security forms, press 4.
To receive information about Social Security
benefits in the mail, press 5. Or, for anything
else, press 6.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Nuance Communications

Social Security Administration
CONFIDENTIAL

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User Interface Specification

Version: 4.9

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December 5, 2011

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm0910_UpdatePersonalInfo_DM
CustomContext Recognition
'Update Personal Information' disambiguation menu
Entering From
mm0210_SFMainMenu_DM, mm0600_BackoffMainMenu_DM, mm0900_BenefitsMoreOptions_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm0910_ini_01

Which do you want to update - your 'Name,' your 'Address,' 'Direct
Deposit Information' (like bank information), or 'Something Else?'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

?(i [want need] to [change update] my) name, [change update] name,
name change
// name

1

?(i [want need] to [change update] my) address, [change update]
address, address change
// address

2

?(i [want need] to [change update] my) direct deposit ?information,
[change update] direct deposit ?information, direct deposit change

3

?[it's (i'm calling about)] something else, other
// something_else

4

Actions
Option

Condition

Action

Transition

address

Always

Assign : current_task =change_address

--

^

^

Prompt : [mm0910_out_01]
All right. Change your Address.

goto :
mm0305_ChangeOfAddressKBA_DS

direct_deposit

Always

Assign : current_task =direct_deposit

--

^

^

Prompt : [mm0910_out_02]
All right. Direct Deposit.

goto :
mm0325_DirectDepositKBA_DS

name

Always

Assign : card_action =Undefined

--

^

^

Prompt : [mm0910_out_03]
All right. Name Change.

goto : mm1420_SSUpdateMsg_PP

something_else

Always

Prompt : [mm0910_out_04]
All right.

goto : mm3000_ABRStatus_DS

Confirmation Prompts
Option

Condition

Name

Wording

address

Always

mm0910_cnf_ini_ You'd like to change your 'Address.'
01

direct_deposi Always
t

mm0910_cnf_ini_ You'd like to change your Direct Deposit information.
02

name

mm0910_cnf_ini_ You'd like to change your 'Name.'

Always

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03
something_el Always
se

mm0910_cnf_ini_ You're calling about 'Something Else.'
04

--

gl_cnf_ini_02

Always

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm0910_nm1_01]
Re-Recognition :
Let's try again. You can say 'Name' or press 1,
'Address' or press 2, 'Direct Deposit' or 3, OR
for anything else, say 'It's Something Else' or
press 4.

nomatch 2

^

Prompt : [mm0910_nm2_01]
Re-Recognition :
Sorry. To change the NAME we have on file for
you, press 1. To change your ADDRESS, press
2. For changes to Direct Deposit information,
press 3. Or, to change anything else, press 4.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm0910_ni1_01]
Re-Recognition :
To change the NAME we have on file for you
(for example, if you've gotten married or had a
legal name change), say 'name' or press 1. To
change your ADDRESS, say 'Address' or press
2. (To change BOTH, just choose the one you'd
like to start with). For changes to your Direct
Deposit information (like bank information), say
'Direct Deposit' or press 3. Or, to change
anything else, just say 'It's Something Else' or
press 4.

noinput 2

^

Prompt : [mm0910_ni2_01]
Re-Recognition :
Sorry. To change the NAME we have on file for
you, press 1. To change your ADDRESS, press
2. For changes to Direct Deposit information,
press 3. Or, to change anything else, press 4.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 78 of 362

User Interface Specification

Version: 4.9

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December 5, 2011

mm1100_SocialSecurityCardsMenu_DM
CustomContext Recognition
Social Security Cards disambiguation menu
Entering From
mm0210_SFMainMenu_DM, mm1300_WhichCard_DM, mm1310_BothCardsMsg_PP, mm0050_EntryRouting_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1100_ini_01

Which of these would you like to do - get a 'Replacement Social
Security Card,' 'APPLY for a Social Security Number,' 'Update Your
Personal Information,' or 'Something Else?'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

?(get a) replacement ?(social security) card, replace my ?(social
security) card
// replacement_card

1

If Necessary

apply ?(for a social security number)
// new_card

2

If Necessary

update ?(?my ?personal information)
// update

3

If Necessary

?[it's (i'm calling about)] something else, other
// something_else

4

If Necessary

Actions
Option

Condition

Action

Transition

new_card

Always

Assign : card_action =new

--

^

^

Prompt : [mm1100_out_01]
Okay. Apply for a Social Security Number.

goto : mm1410_SSNewMsg_PP

replacement_card

Always

Assign : card_action =replace

--

^

^

Prompt : [mm1100_out_02]
Okay. Replacement Card.

goto :
mm1400_SSReplacementMsg_PP

update

Always

Assign : card_action =update

--

^

^

Prompt : [mm1100_out_03]
Okay. Update Information.

goto :
mm1110_UpdatePersonalInfo_DM

something_else

Always

Prompt : [mm1100_out_04]
Okay.

goto : mm3000_ABRStatus_DS

Confirmation Prompts
Option

Condition

Name

Wording

new_card

Always

mm1100_cnf_ini_ You're calling to 'Apply for a Social Security Number.'
01

replacement_ Always
card

mm1100_cnf_ini_ You're calling about a 'Replacement Card.'
02

something_el Always
se

mm1100_cnf_ini_ You're calling about 'Something Else.'
03

update

Always

mm1100_cnf_ini_ You want to 'Update Personal Information.'
04

--

Always

gl_cnf_ini_02

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Nuance Communications

Social Security Administration
CONFIDENTIAL

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User Interface Specification

Version: 4.9

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December 5, 2011

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1100_nm1_01]
Re-Recognition :
Let's try again. You can say 'Replacement
Card' or press 1, 'Apply for a Number' or press
2, 'Update Personal Information' or 3, OR for
anything else, say 'It's Something Else' or press
4.

nomatch 2

^

Prompt : [mm1100_nm2_01]
Sorry. To get a REPLACEMENT Social
Security card, press 1. If you've never had a
social security number and you need to apply
for one, press 2. To update personal
information you have on file, press 3. Or for
anything else, press 4.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm1100_ni1_01]
Re-Recognition :
To get a REPLACEMENT Social Security card,
say 'Replacement Card' or press 1. If you've
never had a social security number and you
need to apply for one, say 'Apply for a Number'
or press 2. To update personal information you
have on file (name or address changes, for
example), say 'Update Personal Information' or
press 3. Or for anything else, just say 'It's
Something Else' or press 4.

noinput 2

^

Prompt : [mm1100_ni2_01]
Sorry. To get a REPLACEMENT Social
Security card, press 1. If you've never had a
social security number and you need to apply
for one, press 2. To update personal
information you have on file, press 3. Or for
anything else, press 4.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1105_MedicareCardsMenu_DM
CustomContext Recognition
Medicare Cards disambiguation menu
Entering From

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 80 of 362

User Interface Specification

Version: 4.9

SSA_ATT_Care2020_N8NN

December 5, 2011

mm1300_WhichCard_DM, mm1430_SocialSecurityCardMenu_DM, mm1520_GetForm_DM, mm1600_SubmitForm_DM,
mm0320_FieldOfficeLocator_SD, mm1510_CitizenDocumentsMsgPart1_DM, mm1512_CitizenDocumentsMsgPart2_DM,
mm1515_NonCitizenDocumentsMsgPart1_DM, mm1517_NonCitizenDocumentsMsgPart2_DM, mm1519_NonCitizenDocumentsMsgPart3_DM,
mm1530_WebsiteInstructions_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1105_ini_01

Which of these would you like to do - get a 'Replacement Medicare
Card,' 'APPLY for a Card,' or 'Something Else?'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

?(get a) replacement ?medicare card, replace my ?medicare card
// replacement_card

1

If Necessary

apply for a ?medicare card
// new_card

2

If Necessary

?[it's (i'm calling about)] something else, other
// something_else

3

If Necessary

Actions
Option

Condition

Action

Transition

new_card

Always

Assign : card_action =new

--

^

^

Prompt : [mm1105_out_01]
Okay. Get a New Card.

goto :
mm1700_MedicareApplyMenu_DM

replacement_card

Always

Assign : current_task =card_medicare

--

^

^

Assign : card_action =replace

--

^

^

Prompt : [mm1105_out_02]
Okay. Replacement Card.

goto : mm0560_MRCKBA_DS

something_else

Always

Prompt : [mm1105_out_03]
Okay.

goto : mm3000_ABRStatus_DS

Confirmation Prompts
Option

Condition

Name

Wording

new_card

Always

mm1105_cnf_ini_ You're calling to 'Apply for a Card.'
01

replacement_ Always
card

mm1105_cnf_ini_ You're calling about a 'Replacement Card.'
02

something_el Always
se

mm1105_cnf_ini_ You're calling about 'Something Else.'
03

--

gl_cnf_ini_02

Always

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt : [mm1105_nm1_01]
Re-Recognition :
Let's try again. You can say 'REPLACEMENT
Card' or press 1, 'Apply for a Card' or press 2,
or for anything else, say 'It's Something Else' or
press 3.

nomatch 2

^

Prompt : [mm1105_nm2_01]
Re-Recognition :
Sorry. To get a REPLACEMENT card, press 1.
If you've never had a Medicare card and you
need to apply for one, say 'Apply for a Card' or

Nuance Communications

Social Security Administration
CONFIDENTIAL

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press 2. Or for anything else, press 3.
nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm1105_ni1_01]
Re-Recognition :
To get a REPLACEMENT card, say
'Replacement Card' or press 1. For help
applying for a NEW Medicare card, say 'Apply
for a Card' or press 2. Or for anything else, just
say 'It's Something Else' or press 3.

noinput 2

^

Prompt : [mm1105_ni2_01]
Re-Recognition :
Sorry. To get a REPLACEMENT card, press 1.
If you've never had a Medicare card and you
need to apply for one, say 'Apply for a Card' or
press 2. Or for anything else, press 3.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1110_UpdatePersonalInfo_DM
CustomContext Recognition
Update Personal Information disambiguation menu
Entering From
mm1100_SocialSecurityCardsMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1110_ini_01

Which do you want to update - your 'Name,' your 'Address,' or
'Something Else?'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

?(i [want need] to [change update] my) name, [change update] name,
name change
// name

1

?(i [want need] to [change update] my) address, [change update]
address, address change
// address

2

?[it's (i'm calling about)] something else, other
// something_else

3

Actions

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Social Security Administration
CONFIDENTIAL

Page 82 of 362

User Interface Specification

Version: 4.9

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December 5, 2011

Option

Condition

Action

Transition

address

Always

Assign : current_task =change_address

--

^

^

Prompt : [mm1110_out_01]
All right. Change your Address.

goto :
mm0305_ChangeOfAddressKBA_DS

name

Always

Assign : card_action =Undefined

--

^

^

Prompt : [mm1110_out_02]
All right. Name Change.

goto : mm1420_SSUpdateMsg_PP

something_else

Always

Prompt : [mm1110_out_03]
All right.

goto : mm3000_ABRStatus_DS

Confirmation Prompts
Option

Condition

Name

Wording

address

Always

mm1110_cnf_ini_ You'd like to change your 'Address.'
01

name

Always

mm1110_cnf_ini_ You'd like to change your 'Name.'
02

something_el Always
se

mm1110_cnf_ini_ You're calling about 'Something Else.'
03

--

gl_cnf_ini_02

Always

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1110_nm1_01]
Re-Recognition :
Let's try again. You can say 'Name' or press 1,
'Address' or press 2, OR for anything else, say
'It's Something Else' or press 3.

nomatch 2

^

Prompt : [mm1110_nm2_01]
Re-Recognition :
Sorry. To change the NAME we have on file for
you, press 1. To change your ADDRESS, press
2. Or, to change anything else, press 3.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm1110_ni1_01]
Re-Recognition :
To change the NAME we have on file for you
(for example, if you've gotten married or had a
legal name change), say 'name' or press 1. To
change your ADDRESS, say 'Address' or press
2. (To change BOTH, just choose the one you'd
like to start with). Or, to change anything else,
just say 'It's Something Else' or press 3.

noinput 2

^

Prompt : [mm1110_ni2_01]
Re-Recognition :
Sorry. To change the NAME we have on file for
you, press 1. To change your ADDRESS, press
2. Or, to change anything else, press 3.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 83 of 362

User Interface Specification

Version: 4.9

SSA_ATT_Care2020_N8NN

December 5, 2011

See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1210_InternetAddress_DM
CustomContext Recognition
Internet Address message
Entering From
mm0210_SFMainMenu_DM, mm1210_InternetAddress_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1210_ini_01

You can find our website at 'social security dot G O V.'

initial

^

mm1210_ini_02

<500ms silence>

initial

^

mm1210_ini_03

To hear a detailed list of the services available online, say 'Details.'
If you're experiencing trouble online, say 'Problem.' Otherwise, just
hold on and I'll take you back to the Main Menu...

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

repeat ?that
// repeat

1

Never

?hear ?website details, details about ?the website
// details

2

If Necessary

trouble online, problem, online problem
// problem

3

If Necessary

Actions
Option

Condition

Action

Transition

repeat

Always

Prompt : [mm1210_out_01]
Sure.

goto : mm1210_InternetAddress_DM

details

Always

Prompt : [mm1210_out_01]
Sure.

goto :
mm1220_InternetInformation_DM

problem

Always

Prompt : [mm1210_out_02]
Okay.

goto : mm3000_ABRStatus_DS

Confirmation Prompts
Option

Condition

Name

Wording

details

Always

mm1210_cnf_ini_ You want to hear more Details.
01

problem

Always

mm1210_cnf_ini_ You're having trouble when you visit our website.
02

--

Always

gl_cnf_ini_02

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 84 of 362

User Interface Specification

Version: 4.9

SSA_ATT_Care2020_N8NN

December 5, 2011

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1210_nm1_01]
Re-Recognition :
Let's try again. You can say 'Repeat That' or
press 1, 'Details' or press 2, 'Problem' or press
3, OR if you're finished, just hang up.
Otherwise, hold on and I'll take you back to the
Main Menu...

nomatch 2

^

Prompt : [mm1210_nm2_01]
Re-Recognition :
Sorry. To hear that web address again, press
1. For more details about our website, press 2.
If your experiencing problems when you go to
our website, press 3. Or if you're finished, feel
free to hang up. Otherwise, just hold on and I'll
take you back to the Main Menu...

nomatch 3

If office_hours=true

Prompt : [mm1210_nm3_01]
Sorry we're having trouble. To speak with
someone, say 'Agent.' Otherwise,...

goto : mm0200_SFToggle_DS

nomatch 3

Else (office_hours=false)

Prompt : [mm1210_nm3_02]
Sorry we're having trouble. Let's keep going...

goto : mm0200_SFToggle_DS

noinput 1

--

--

goto : mm0200_SFToggle_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1220_InternetInformation_DM
CustomContext Recognition
Internet 'more information' message
Entering From
mm1210_InternetAddress_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1220_ini_01

In addition to general information, on the website you can apply for
retirement, disability, or spouse's benefits; find the location, hours
of operation, and directions for your nearest local Social Security
office; download forms to apply for a new or replacement Social
Security card, or to change or correct the name on your Social
Security account. You can use the online Social Security Benefits
Planner to calculate an estimate of future Social Security benefits,
or the Benefit Eligibility Screening Tool to find out what benefits
you might be eligible for. You can also request a replacement
Medicare card; a benefit verification or 'proof of income' letter, with
information about your Social Security and SSI eligibility and
benefit amounts; or a replacement 1099 Social Security Benefit
Statement summarizing the Social Security benefits you received

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 85 of 362

User Interface Specification

Version: 4.9

SSA_ATT_Care2020_N8NN

December 5, 2011

during the previous year.
initial

^

mm1220_ini_02

<500ms silence>

initial

^

mm1220_ini_03

The web address, again, is 'social security dot G O V.

initial

^

mm1220_ini_04

<500ms silence>

initial

^

mm1220_ini_05

Now, would you like to hear that again?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes
// yes

1

Never

no
// no

2

Never

Actions
Option

Condition

Action

no

Always

Prompt : [mm1220_out_01]
goto : mm0200_SFToggle_DS
All right. If you're finished, feel free to hang up.
Otherwise, just hang on and I'll take you back to
the Main Menu.

Transition

yes

Always

Prompt : [mm1220_out_02]
Sure.

Re-Recognition : Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1220_nm1_01]
Let's try again...Would you like to hear the
website information again?

Re-Recognition :

nomatch 2

^

Prompt : [mm1220_nm2_01]
Re-Recognition :
Sorry. To hear the information about the Social
Security Administration website again, press 1.
Otherwise, press 2.

nomatch 3

Always

Prompt : [mm1220_nm3_01]
Sorry we're having trouble. Let's keep going...

goto : mm0200_SFToggle_DS

noinput 1

Always

Prompt : [mm1220_ni1_01]
If you'd like to hear the website information
again, say 'Yes' or press 1. If not, say 'No' or
press 2.

Re-Recognition :

noinput 2

Always

Prompt : [mm1220_ni2_01]
Let's keep going...

goto : mm0200_SFToggle_DS

Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1300_WhichCard_DM
CustomContext Recognition

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 86 of 362

User Interface Specification

Version: 4.9

SSA_ATT_Care2020_N8NN

December 5, 2011

Which Card (Social Security or Medicare) question
Entering From
mm0210_SFMainMenu_DM, mm0600_BackoffMainMenu_DM, mm0470_ReplacementDisambig_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1300_ini_01

Which are you calling about - a 'Social Security Card,' a 'Medicare
Card,' 'Both Cards,' or 'Something Else?'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

?(i'm calling about [a my]) social security ?card
// social_security

1

If Necessary

?(i'm calling about [a my]) medicare ?card
// medicare

2

If Necessary

?(i'm calling about) both ?[cards (of them)]
// both

3

If Necessary

?[it's (i'm calling about)] something else, other, ?[(a different) another]
card
// something_else

4

If Necessary

Actions
Option

Condition

Action

Transition

both

Always

Assign : current_task =card_social_security

--

^

^

Assign : card_type =both

--

^

^

Prompt : [mm1300_out_01]
Okay.

goto : mm1310_BothCardsMsg_PP

medicare_card

Always

Assign : card_type =medicare

--

^

^

Prompt : [mm1300_out_02]
Okay. Medicare.

goto :
mm1105_MedicareCardsMenu_DM

something_else

Always

Prompt : [mm1300_out_03]
Okay

goto : mm3000_ABRStatus_DS

ss_card

Always

Assign : card_type =social_security

--

^

^

Prompt : [mm1300_out_04]
Okay. Social Security.

goto :
mm1100_SocialSecurityCardsMenu_
DM

Confirmation Prompts
Option

Condition

Name

both

Always

mm1300_cnf_ini_ You're calling about BOTH cards.
01

Wording

medicare

Always

mm1300_cnf_ini_ You're calling about a Medicare card.
02

social_securit Always
y

mm1300_cnf_ini_ You're calling about a Social Security card.
03

something_el Always
se

mm1300_cnf_ini_ You're calling about 'Something Else.'
04

--

gl_cnf_ini_02

Always

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 87 of 362

User Interface Specification

Version: 4.9

SSA_ATT_Care2020_N8NN

December 5, 2011

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1300_nm1_01]
Re-Recognition :
Let's try again. You can say 'Social Security' or
press 1, 'Medicare' or press 2, 'Both Cards' or
3, OR for anything else, say 'It's Something
Else' or press 4.

nomatch 2

^

Prompt : [mm1300_nm2_01]
Re-Recognition :
Sorry. If you're calling about a Social Security
card, press 1. For a Medicare card, press 2. If
you'd like help with BOTH cards, press 3. Or,
for anything else, press 4.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm1300_ni1_01]
Re-Recognition :
For help with a Social Security card, say 'Social
Security' or press 1. For help with Medicare
cards, say 'Medicare' or press 2. If you'd like
help with BOTH Social Security AND Medicare
cards, just say 'Both' or press 3. Or, for
anything else, say 'It's Something Else' or press
4.

noinput 2

^

Prompt : [mm1300_ni2_01]
Re-Recognition :
Sorry. If you're calling about a Social Security
card, press 1. For a Medicare card, press 2. If
you'd like help with BOTH cards, press 3. Or,
for anything else, press 4.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1310_BothCardsMsg_PP
Play Prompt
If caller chooses 'both [cards]' at mm1300_WhichCard_DM, plays message
Entering From
mm1300_WhichCard_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1310_out_01

We'll have to handle the two cards one at a time. We'll do the
Social Security card first. After we've done that, we'll take care of
the Medicare Card.

initial

^

mm1310_out_02

<1000ms silence>

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 88 of 362

User Interface Specification

Version: 4.9

SSA_ATT_Care2020_N8NN

initial

December 5, 2011

^

mm1310_out_03

Now, the Social Security Card.

Actions
Condition

Action

Transition

Always

--

goto : mm1100_SocialSecurityCardsMenu_DM

Developer Notes
--

mm1400_SSReplacementMsg_PP
Play Prompt
Social Security replacement card message
Entering From
mm1100_SocialSecurityCardsMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1400_out_01

There's no charge to get a replacement card. To order one, you
need to fill out an 'Application for a Social Security Card' (it's called
'form S S 5') and show proof of your identity and, if you weren't
born in the U.S., proof of citizenship. You should know that, after
you submit it, it might take a few weeks to get a reply.

Actions
Condition

Action

Transition

Always

--

goto : mm1430_SocialSecurityCardMenu_DM

Developer Notes
--

mm1410_SSNewMsg_PP
Play Prompt
New Social Security Card message.
Entering From
mm1100_SocialSecurityCardsMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1410_out_01

There's no charge to get a Social Security number and card. For
newborns, it's usually taken care of by the hospital when they're
born. For everyone else, you'll need to fill out an 'Application for a
Social Security Card' (it's called 'form S S 5') and show proof of
your age, identity, and U.S. citizenship. If you're not a citizen, you
need to show proof that you have current lawful, work-authorized
immigration status. If you're NOT authorized to work, you'll have to
prove that you have a valid non-work reason for requesting a card.

Actions
Condition

Action

Transition

Always

--

goto : mm1430_SocialSecurityCardMenu_DM

Developer Notes
--

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 89 of 362

User Interface Specification

Version: 4.9

SSA_ATT_Care2020_N8NN

December 5, 2011

mm1420_SSUpdateMsg_PP
Play Prompt
Update personal Information message.
Entering From
mm0910_UpdatePersonalInfo_DM, mm1110_UpdatePersonalInfo_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1420_out_01

There's no charge to correct or change your information. To make
changes or corrections, you need to fill out an 'Application for a
Social Security Card' (it's called 'form S S 5') and show proof of
your identity AND documents to support the change and the
reason for making it (a legal name change, for example). If you
weren't born in the United States, you also need to prove your U.S.
citizenship or current lawful, work-authorized immigration status.

Actions
Condition

Action

Transition

Always

--

goto : mm1430_SocialSecurityCardMenu_DM

Developer Notes
--

mm1430_SocialSecurityCardMenu_DM
CustomContext Recognition
Social Security Card task disambiguation menu.
Entering From
mm1400_SSReplacementMsg_PP, mm1410_SSNewMsg_PP, mm1420_SSUpdateMsg_PP

Initial Prompts
Type

Condition

Name

Wording

initial

First entry

mm1430_ini_01

Now, tell me which you'd like to do - 'Get an Application Form,' get
help 'Filling Out a Form,' 'Submit a Form,' get information about
'Supporting Documents,' or 'Find a Social Security Office.' Or, for
anything else, just say 'It's Something Else.'

reprompt

After 'repeat' or disconfirmation

mm1430_ree_01

Which would you like to do - 'Get an Application Form,' get help
'Filling Out a Form,' 'Submit a Form,' get information about
'Supporting Documents,' or 'Find a Social Security Office.' Or, for
anything else, just say 'It's Something Else.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

get ?an application ?form
// get_form

1

If Necessary

?(get help with) ?[a (an application)] form
// help_with_form

2

If Necessary

submit ?an [(application ?form) form]
// submit_form

3

If Necessary

?(get information about) ?supporting [documents documentation]
// documents

4

If Necessary

?(find a) ?(social security ?field) office
// office

5

If Necessary

?[it's (i'm calling about)] something else, other

6

repeat, repeat that
// repeat

9

Never

Actions
Option

Condition

Action

Transition

documents

Always

Prompt : [mm1430_out_01]
All right. Supporting Documents.

goto :
mm1500_CitizenshipQuestion_DM

get_form

Always

Prompt : [mm1430_out_02]
All right. Get a Form.

goto : mm1520_GetForm_DM

help_with_form

Always

Prompt : [mm1430_out_03]
All right.

goto : mm3000_ABRStatus_DS

office

Always

Assign : current_task =field_office_locator

--

^

^

Prompt : [mm1430_out_04]
All right. Office Locations.

goto :
mm0320_FieldOfficeLocator_SD

something_else

If card_type=both

Prompt : [mm1430_out_05]
goto :
All right. We'll get to that. First let's take care of mm1105_MedicareCardsMenu_DM
your Medicare card...

^

Else

Assign : card_type =Undefined

--

^

^

Prompt : [mm1430_out_06]
All right.

goto : mm3000_ABRStatus_DS

submit_form

Always

Prompt : [mm1430_out_07]
All right. Submit Form.

goto : mm1600_SubmitForm_DM

repeat

Always

Prompt : [mm1430_out_08]
Sure.

Re-Recognition : Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

documents

Always

mm1430_cnf_ini_ You'd like information about Supporting Documents.
01

get_form

Always

mm1430_cnf_ini_ You'd like help Getting a Form.
02

help_with_for Always
m

mm1430_cnf_ini_ You'd like help Filling Out a Form.
03

office

mm1430_cnf_ini_ You're calling to find a Social Security office.
04

Always

something_el Always
se

mm1430_cnf_ini_ You're calling about 'Something Else.'
05

submit_form Always

mm1430_cnf_ini_ You'd like help Submitting a Form.
06

--

gl_cnf_ini_02

Always

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt : [mm1430_nm1_01]
Re-Recognition :
Let's try again. You can say 'Get an Application'
or press 1, help 'Filling Out a Form' or press 2,
'Submit a Form' or 3, 'Supporting Documents' or
4, 'Find an Office' or 5, or for anything else, say
'Something Else' or press 6.

nomatch 2

^

Prompt : [mm1430_nm2_01]

Nuance Communications

Social Security Administration
CONFIDENTIAL

Transition

Re-Recognition :

Page 91 of 362

User Interface Specification

Version: 4.9

SSA_ATT_Care2020_N8NN

December 5, 2011

Sorry. To get a copy of the 'S S 5 Form,' press
1. For help filling out the form, press 2. To get
instructions for submitting the form, press 3. To
hear about the supporting documents you'll
need to provide, press 4. To find a Social
Security office, press 5. Or, for anything else,
press 6.
nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm1430_ni1_01]
Re-Recognition :
For help getting a copy of the 'S S 5 Form' you
use to apply for benefits, say 'Get an
Application' or press 1. For help filling out the
form, say 'Fill Out Form' or press 2. To get
instructions for submitting the form, say 'Submit
Form' or press 3. To hear information about the
documents you'll need to provide when you
make an application, say 'Supporting
Documents' or press 4. To find a Social
Security office in your area, say 'Office
Locations' or press 5. Or, for anything else, just
say 'It's Something Else' or press 6.

noinput 2

^

Prompt : [mm1430_ni2_01]
Re-Recognition :
Sorry. To get a copy of the 'S S 5 Form,' press
1. For help filling out the form, press 2. To get
instructions for submitting the form, press 3. To
hear about the supporting documents you'll
need to provide, press 4. To find a Social
Security office, press 5. Or, for anything else,
press 6.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1500_CitizenshipQuestion_DM
CustomContext Recognition
asks the caller if he/she is a US citizen in order to provide appropriate information about supporting documents
Entering From
mm1430_SocialSecurityCardMenu_DM

Initial Prompts

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 92 of 362

User Interface Specification

Version: 4.9

SSA_ATT_Care2020_N8NN

December 5, 2011

Type

Condition

Name

Wording

initial

Always

mm1500_ini_01

Is the person who needs the card a United States citizen?

Grammar
Sample Expressions

DTMF

Reco Var/Option

yes ?[(i am) ([he she] is)]
// yes

1

Never

Confirm

no ?[(i'm not) ([he she] isn't)]
// no

2

Never

Actions
Option

Condition

Action

Transition

yes

Always

Prompt : [mm1500_out_01]
Okay.

goto :
mm1510_CitizenDocumentsMsgPart1
_DM

no

Always

Prompt : [mm1500_out_02]
No problem.

goto :
mm1515_NonCitizenDocumentsMsg
Part1_DM

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1500_nm1_01]
Let's try again... IS the person applying for a
card a U.S. citizen?

Re-Recognition :

nomatch 2

^

Prompt : [mm1500_nm2_01]
Sorry. If the person applying is a U.S. citizen,
press 1. Otherwise, press 2.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm1500_ni1_01]
Re-Recognition :
The kinds of documentation we need depends,
in part, on whether the person who's applying
for benefits is a U.S. citizen. So, if the person
who's applying IS a citizen, say 'Yes' or press 1.
If not, say 'No' or press 2.

noinput 2

^

Prompt : [mm1500_ni2_01]
Sorry. If the person applying is a U.S. citizen,
press 1. Otherwise, press 2.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 93 of 362

User Interface Specification

Version: 4.9

SSA_ATT_Care2020_N8NN

December 5, 2011

mm1510_CitizenDocumentsMsgPart1_DM
CustomContext Recognition
First section of informational message about Supporting Documents needed to apply or change personal information for U.S. citizens.
Entering From
mm1500_CitizenshipQuestion_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1510_ini_01

I have a lot of information, which I'll give to you in two parts. (And
just so you know, all of this information can be found on the back of
the Application form). Now, Here's the first part. Your proof of
identity must show your legal name, and we can accept any of the
following: your U.S. driver's license, your U.S. state-issued ID, or
your U.S. passport. If you don't have any of those, we may accept
other documents, like a U.S. military ID, a Certificate of
Naturalization, or an employee identity card. For young children,
we may accept medical records maintained by the child's medical
provider, a final adoption decree, a school ID card or records
maintained by the school. But, we CANNOT accept birth
certificates as proof of identity.

initial

^

mm1510_ini_02

<1000ms silence>

initial

^

mm1510_ini_03

To hear that again, say 'Repeat That.' Otherwise, to hear more
information about supporting documents, say 'Keep Going.' Or, if
you're finished, just say 'I'm Finished.'

reprompt

(after disconfirmation)

mm1510_ree_01

To hear the information again, say 'Repeat That.' Otherwise, to
hear more information about supporting documents, say 'Keep
Going.' Or, if you're finished, just say 'I'm Finished.'

reprompt

(after repeat)

mm1510_ree_02

Here's the first part again. Your proof of identity must show your
legal name, and we can accept any of the following: your U.S.
driver's license, your U.S. state-issued ID, or your U.S. passport. If
you don't have any of those, we may accept other documents, like
a U.S. military ID, a Certificate of Naturalization, or an employee
identity card. For young children, we may accept medical records
maintained by the child's medical provider, a final adoption decree,
a school ID card or records maintained by the school. But, we
CANNOT accept birth certificates as proof of identity.

reprompt

^

mm1510_ree_03

<1000ms silence>

reprompt

^

mm1510_ree_04

To hear that again, say 'Repeat That.' Otherwise, to hear more
information about supporting documents, say 'Keep Going.' Or, if
you're finished, just say 'I'm Finished.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

repeat that
// repeat

1

keep going
// keep_going

2

?(i'm) finished
// finished

3

Actions
Option

Condition

Action

Transition

finished

If card_type=both

Prompt : [mm1510_out_01]
Now let's take care of your Medicare card...

goto :
mm1105_MedicareCardsMenu_DM

^

Else

Assign : card_type =Undefined

--

^

^

Prompt : [mm1510_out_02]

goto : mm0200_SFToggle_DS

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All right. Now...
keep_going

Always

Prompt : [mm1510_out_03]
All right.

goto :
mm1512_CitizenDocumentsMsgPart2
_DM

repeat

Always

Prompt : [mm1510_out_04]
Sure.

Re-Recognition : Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

keep_going

Always

mm1510_cnf_ini_ You want to hear more information, right?
01

finished

Always

mm1510_cnf_ini_ Sounds like you're finished. Is that right?
02

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1510_nm1_01]
Let's try again... You can say 'Repeat That' (or
press 1), 'Keep Going' (or press 2), or 'I'm
Finished' (or press 3).

Re-Recognition :

nomatch 2

Always

Prompt : [mm1510_nm2_01]
Re-Recognition :
Sorry. To hear that again, press 1. To hear
MORE information about supporting
documents, press 2. Or, if you're finished, press
3.

nomatch 3

Always

Prompt : [mm1510_nm3_01]
Sorry we're having trouble. Let's keep going...

noinput 1

Always

Prompt : [mm1510_ni1_01]
Re-Recognition :
To hear that information again, say 'Repeat
That' (or press 1). To hear MORE information
about supporting documents, say 'Keep Going'
(or press 2). Or, if you're finished, just say 'I'm
Finished' (or press 3).

noinput 2

Always

Prompt : [mm1510_ni2_01]
Sorry we're having trouble. Let's keep going...

goto :
mm1512_CitizenDocumentsMsgPart2
_DM

goto :
mm1512_CitizenDocumentsMsgPart2
_DM

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

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CONFIDENTIAL

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mm1512_CitizenDocumentsMsgPart2_DM
CustomContext Recognition
Second section of informational message about Supporting Documents needed to apply or change personal information for U.S. citizens.
Entering From
mm1510_CitizenDocumentsMsgPart1_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1512_ini_01

Here's the last part. The documents you'll need depends on what
you need to change and why. For example, if you're correcting your
date of birth, you can show a birth certificate. If you're changing
your name, you'll need to show either a Marriage document; a
Divorce decree; a Certificate of Naturalization showing a new
name; or a Court order for a name change. Your name change
document has to show both your old AND new names. If it doesn't
have enough identifying information, you'll need to provide an
identity document with your old name (like a drivers' license or
passport) AND another one with your new legal name, in addition
to the name change document. Note that we can only accept
original documents, but we'll return your documents after we've
seen them.

initial

^

mm1512_ini_02

<1000ms silence>

initial

^

mm1512_ini_03

Would you like to hear that again?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes
// yes

1

no
// finished

2

Actions
Option

Condition

Action

Transition

no

If card_type=both

Prompt : [mm1512_out_01]
Now let's take care of your Medicare card...

goto :
mm1105_MedicareCardsMenu_DM

^

Else

Assign : card_type =Undefined

--

^

^

Prompt : [mm1512_out_02]
All right. Now...

goto : mm0200_SFToggle_DS

yes

Always

Prompt : [mm1512_out_03]
Sure.

Re-Recognition : Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1512_nm1_01]
Would you like to hear that information again?

Re-Recognition :

nomatch 2

Always

Prompt : [mm1512_nm2_01]
If you'd like to hear that information again,
press 1. If not, press 2

Re-Recognition :

nomatch 3

If card_type=both

Prompt : [mm1512_nm3_01]
Sorry we're having trouble. Let's take care of
your Medicare card...

goto :
mm1105_MedicareCardsMenu_DM

nomatch 3

Else

Assign : card_type =Undefined

--

nomatch 3

^

Prompt : [mm1512_nm3_02]
Sorry we're having trouble. Let's keep going...

goto : mm0200_SFToggle_DS

Recovery Behavior

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December 5, 2011

noinput 1

Always

Prompt : [mm1512_ni1_01]
If you'd like to hear that information again, say
'Yes' or press 1. If not, say 'No' or press 2.

Re-Recognition :

noinput 2

If card_type=both

Prompt : [mm1512_ni2_01]
Let's take care of your Medicare card...

goto :
mm1105_MedicareCardsMenu_DM

noinput 2

Else

Assign : card_type =Undefined

--

noinput 2

^

Prompt : [mm1512_ni2_02]
Let's keep going...

goto : mm0200_SFToggle_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1515_NonCitizenDocumentsMsgPart1_DM
CustomContext Recognition
First section of informational message about Supporting Documents needed to apply or change personal information for non-citizens.
Entering From
mm1500_CitizenshipQuestion_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1515_ini_01

I have a lot of information, which I'll give to you in three parts. (And
just so you know, all of this information can be found on the back of
the Application form). Now, Here's the first part. To correct
information on your card or in our records, (for example, a name
change or corrected date of birth), you'll need to prove your identity
AND provide documents that support the change and explain the
reason for the change.

initial

^

mm1515_ini_02

<1000ms silence>

initial

^

mm1515_ini_03

Your proof of identity must show your legal name, and we can
accept any of the following: your U.S. driver's license, your U.S.
state-issued non-driver identity card, or your U.S. passport. If you
don't have any of those, we may accept other documents, like a
U.S. military identity card, a Certificate of Naturalization, or an
employee identity card. For young children, we may accept
medical records maintained by the child's medical provider, a final
adoption decree, a school ID card or records maintained by the
school. But, we CANNOT accept birth certificates as proof of
identity.

initial

^

mm1515_ini_04

<1000ms silence>

initial

^

mm1515_ini_05

To hear that again, say 'Repeat That.' Otherwise, to hear more
information about supporting documents, say 'Keep Going.' Or, if
you're finished, just say 'I'm Finished.'

reprompt

(after disconfirmation)

mm1515_ree_01

To hear the information again, say 'Repeat That.' Otherwise, to
hear more information about supporting documents, say 'Keep
Going.' Or, if you're finished, just say 'I'm Finished.'

initial

(after repeat)

mm1515_ini_06

Here's the first part again. To correct information on your card or in

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our records, (for example, a name change or corrected date of
birth), you'll need to prove your identity AND provide documents
that support the change and explain the reason for the change.
initial

^

mm1515_ini_07

<1000ms silence>

initial

^

mm1515_ini_08

Your proof of identity must show your legal name, and we can
accept any of the following: your U.S. driver's license, your U.S.
state-issued non-driver identity card, or your U.S. passport. If you
don't have any of those, we may accept other documents, like a
U.S. military identity card, a Certificate of Naturalization, or an
employee identity card. For young children, we may accept
medical records maintained by the child's medical provider, a final
adoption decree, a school ID card or records maintained by the
school. But, we CANNOT accept birth certificates as proof of
identity.

initial

^

mm1515_ini_09

<1000ms silence>

initial

^

mm1515_ini_10

To hear that again, say 'Repeat That.' Otherwise, to hear more
information about supporting documents, say 'Keep Going.' Or, if
you're finished, just say 'I'm Finished.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

repeat that
// repeat

1

Confirm

keep going
// keep_going

2

?(i'm) finished
// finished

3

Actions
Option

Condition

Action

Transition

finished

If card_type=both

Prompt : [mm1515_out_01]
Now let's take care of your Medicare card...

goto :
mm1105_MedicareCardsMenu_DM

^

Else

Assign : card_type =Undefined

--

^

^

Prompt : [mm1515_out_02]
All right. Now...

goto : mm0200_SFToggle_DS

keep_going

Always

Prompt : [mm1515_out_03]
All right.

goto :
mm1517_NonCitizenDocumentsMsg
Part2_DM

repeat

Always

Prompt : [mm1515_out_04]
Sure.

Re-Recognition : Reprompt

Confirmation Prompts
Option

Condition

Name

keep_going

Always

mm1515_cnf_ini_ You want to hear more information, right?
01

Wording

finished

Always

mm1515_cnf_ini_ Sounds like you're finished. Is that right?
02

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1515_nm1_01]
Let's try again... You can say 'Repeat That' (or
press 1), 'Keep Going' (or press 2), or 'I'm
Finished' (or press 3).

Re-Recognition :

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nomatch 2

Always

Prompt : [mm1515_nm2_01]
Re-Recognition :
Sorry. To hear that again, press 1. To hear
MORE information about supporting document,
press 2. Or, if you're finished, press 3.

nomatch 3

Always

Prompt : [mm1515_nm3_01]
Sorry we're having trouble. Let's keep going...

noinput 1

Always

Prompt : [mm1515_ni1_01]
Re-Recognition :
To hear the information again, say 'Repeat
That' (or press 1). To hear MORE information
about supporting documents, say 'Keep Going'
(or press 2). Or, if you're finished, just say 'I'm
Finished' (or press 3).

noinput 2

Always

Prompt : [mm1515_ni2_01]
Sorry we're having trouble. Let's keep going...

goto :
mm1517_NonCitizenDocumentsMsg
Part2_DM

goto :
mm1517_NonCitizenDocumentsMsg
Part2_DM

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1517_NonCitizenDocumentsMsgPart2_DM
CustomContext Recognition
Second section of informational message about Supporting Documents needed to apply or change personal information for non-citizens.
Entering From
mm1515_NonCitizenDocumentsMsgPart1_DM

Initial Prompts
Type

Condition

Name

Wording

initial

^

mm1517_ini_01

Here's the second part. The documents you'll need depends on
what you need to change and why. For example, if you're
correcting your date of birth, you can show a birth certificate. If
you're changing your name, you'll need to show either a Marriage
document; a Divorce decree; a Certificate of Naturalization
showing a new name; or a Court order for a name change. Your
name change document has to show both your old AND new
names. If it doesn't have enough identifying information, you'll need
to provide an identity document with your old name (like a drivers'
license or passport) AND another one with your new legal name, in
addition to the name change document.

initial

^

mm1517_ini_02

<1000ms silence>

initial

^

mm1517_ini_03

To hear that again, say 'Repeat That.' Otherwise, to hear more
information about supporting documents, say 'Keep Going.' Or, if
you're finished, just say 'I'm Finished.'

reprompt

(after disconfirmation)

mm1517_ree_01

To hear the information again, say 'Repeat That.' Otherwise, to

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hear more information about supporting documents, say 'Keep
Going.' Or, if you're finished, just say 'I'm Finished.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

repeat that
// repeat

1

keep going
// keep_going

2

?(i'm) finished
// finished

3

Actions
Option

Condition

Action

Transition

finished

If card_type=both

Prompt : [mm1517_out_01]
Now let's take care of your Medicare card...

goto :
mm1105_MedicareCardsMenu_DM

^

Else

Assign : card_type =Undefined

--

^

^

Prompt : [mm1517_out_02]
All right. Now...

goto : mm0200_SFToggle_DS

keep_going

Always

Prompt : [mm1517_out_03]
All right.

goto :
mm1519_NonCitizenDocumentsMsg
Part3_DM

repeat

Always

Prompt : [mm1517_out_04]
Sure.

Re-Recognition : Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

keep_going

Always

mm1517_cnf_ini_ You want to hear more information, right?
01

finished

Always

mm1517_cnf_ini_ Sounds like you're finished. Is that right?
02

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1517_nm1_01]
Let's try again... You can say 'Repeat That' (or
press 1), 'Keep Going' (or press 2), or 'I'm
Finished' (or press 3).

Re-Recognition :

nomatch 2

Always

Prompt : [mm1517_nm2_01]
Re-Recognition :
Sorry. To hear that again, press 1. To hear
MORE information about supporting document,
press 2. Or, if you're finished, press 3.

nomatch 3

Always

Prompt : [mm1517_nm3_01]
Sorry we're having trouble. Let's keep going...

noinput 1

Always

Prompt : [mm1517_ni1_01]
Re-Recognition :
To hear the information again, say 'Repeat
That' (or press 1). To hear MORE information
about supporting documents, say 'Keep Going'
(or press 2). Or, if you're finished, just say 'I'm
Finished' (or press 3).

noinput 2

Always

Prompt : [mm1517_ni2_01]
Sorry we're having trouble. Let's keep going...

Nuance Communications

Social Security Administration
CONFIDENTIAL

goto :
mm1519_NonCitizenDocumentsMsg
Part3_DM

goto :
mm1519_NonCitizenDocumentsMsg
Part3_DM

Page 100 of 362

User Interface Specification

Version: 4.9

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December 5, 2011

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1519_NonCitizenDocumentsMsgPart3_DM
CustomContext Recognition
Third section of informational message about Supporting Documents needed to apply or change personal information for non-citizens.
Entering From
mm1517_NonCitizenDocumentsMsgPart2_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1519_ini_01

Here's the last part. For proof of citizenship, we can accept your
U.S. birth certificate or U.S. passport. If you were born outside the
U.S., we can also accept a Consular Report of Birth, a Certificate
of Citizenship, or a Certificate of Naturalization. If you're NOT a
U.S. citizen, we need to see a current document issued to you by
the Department of Homeland Security showing your immigration
status, such as form 'I five five one,' 'I nine four,' 'I six eight eight B,'
or 'I seven six six.' If you are not authorized to work in the U.S.,
then you'll need to provide a document from a U.S. federal, state,
or local government agency, that explains WHY you need a social
security number and which proves that you meet all the
requirements for receiving benefits. If you're not sure if your reason
qualifies, please speak with one of our agents. Note that we can
only accept original documents, but we'll return your documents
after we've seen them.

initial

^

mm1519_ini_02

<1000ms silence>

initial

^

mm1519_ini_03

Would you like to hear that again?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes
// yes

1

no
// finished

2

Actions
Option

Condition

Action

Transition

no

If card_type=both

Prompt : [mm1519_out_01]
Now let's take care of your Medicare card...

goto :
mm1105_MedicareCardsMenu_DM

^

Else

Assign : card_type =Undefined

--

^

^

Prompt : [mm1519_out_02]
All right. Now...

goto : mm0200_SFToggle_DS

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Always

Prompt : [mm1519_out_03]
Sure.

Re-Recognition : Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1519_nm1_01]
Would you like to hear that information again?

Re-Recognition :

nomatch 2

Always

Prompt : [mm1519_nm2_01]
If you'd like to hear that information again,
press 1. If not, press 2

Re-Recognition :

nomatch 3

If card_type=both

Prompt : [mm1519_nm3_01]
Sorry we're having trouble. Let's take care of
your Medicare card...

goto :
mm1105_MedicareCardsMenu_DM

nomatch 3

Else

Assign : card_type =Undefined

--

nomatch 3

^

Prompt : [mm1519_nm3_02]
Sorry we're having trouble. Let's keep going...

goto : mm0200_SFToggle_DS

noinput 1

Always

Prompt : [mm1519_ni1_01]
If you'd like to hear that information again, say
'Yes' or press 1. If not, say 'No' or press 2.

Re-Recognition :

noinput 2

If card_type=both

Prompt : [mm1519_ni2_01]
Let's take care of your Medicare card...

goto :
mm1105_MedicareCardsMenu_DM

noinput 2

Else

Assign : card_type =Undefined

--

^

Prompt : [mm1519_ni2_02]
Let's keep going...

goto : mm0200_SFToggle_DS

yes

Recovery Behavior

noinput 2

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1520_GetForm_DM
CustomContext Recognition
Menu of options for getting a Social Security application form.
Entering From
mm1430_SocialSecurityCardMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

If card_action=new

mm1520_ini_01

There are three ways to get an application - from our website, over
the phone, or at a local Social Security field office. For instructions
on downloading the form from our website, say 'Website.' To order
one now, on the phone, say 'Order Form.' To find a Social Security
office in your area, say 'Office.' Or, say 'Main Menu' and I'll take
you back.

initial

Elseif card_action=replacement

mm1520_ini_02

Note that, in general, you're limited to a maximum of 3 replacement
cards per year, and 10 in a lifetime. However, changes in your
legal name or work authorization do NOT count toward the limit.

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Also, you may be given an exception if you can prove that you
need a card in order to get benefits.
initial

^

mm1520_ini_03

<500ms silence>

initial

^

mm1520_ini_04

Now, there are three ways to get an application - from our website,
over the phone, or at a local Social Security field office. For
instructions on downloading the form from our website, say
'Website.' To order one now, on the phone, say 'Order Form.' To
find a Social Security office in your area, say 'Office.' Or, say 'Main
Menu' and I'll take you back.

initial

Else

mm1520_ini_05

Note that, in general, you're limited to a maximum of 3 replacement
cards per year, and 10 in a lifetime. However, changes in your
legal name or work authorization do NOT count toward the limit.

initial

^

mm1520_ini_06

<500ms silence>

initial

^

mm1520_ini_07

Now, there are three ways to get an application - from our website,
over the phone, or at a local Social Security field office. For
instructions on downloading the form from our website, say
'Website.' To order one now, on the phone, say 'Order Form.' To
find a Social Security office in your area, say 'Office.' Or, say 'Main
Menu' and I'll take you back.

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

?(get an application on the) website
// website

1

If Necessary

order ?(an application) form
// order_form

2

If Necessary

?(find a) ?(social security ?field) office
// office

3

If Necessary

main menu
// main_menu

4

If Necessary

Actions
Option

Condition

Action

Transition

main_menu

If card_type=both

Prompt : [mm1520_out_01]
All right. Now let's take care of your Medicare
card...

goto :
mm1105_MedicareCardsMenu_DM

^

Else

Assign : card_type =Undefined

--

^

^

Prompt : [mm1520_out_02]
All right.

goto : mm0200_SFToggle_DS

office

Always

Assign : current_task =field_office_locator

--

^

^

Prompt : [mm1520_out_03]
All right. Let's look for an office...

goto :
mm0320_FieldOfficeLocator_SD

order_form

Always

Assign : current_task =transcription_ss5

--

^

^

Prompt : [mm1520_out_04]
All right.

goto :
mm0545_TranscriptionKBA_DS

website

Always

Prompt : [mm1520_out_05]
All right.

goto :
mm1530_WebsiteInstructions_DM

Confirmation Prompts
Option

Condition

Name

main_menu

Always

mm1520_cnf_ini_ You want to go back to the "Main Menu.'
01

office

Always

mm1520_cnf_ini_ You'd like to find a Social Security office.
02

order_form

Always

mm1520_cnf_ini_ You'd like to order a form over the phone.

Nuance Communications

Wording

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CONFIDENTIAL

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03
website

Always

mm1520_cnf_ini_ You'd like 'Website' instructions.
04

--

Always

gl_cnf_ini_02

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1520_nm1_01]
Let's try again. You can say 'Website' or press
1, 'Order Form' or press 2, 'Office' or 3, OR
'Main Menu' or press 4.

Re-Recognition :

nomatch 2

^

Prompt : [mm1520_nm2_01]
Re-Recognition :
Sorry. For instructions on downloading the form
from our website, press 1. To order one now,
over the phone, press 2. To find a Social
Security office in your area, press 3. Otherwise,
to go back to the main menu, press 4.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm1520_ni1_01]
Re-Recognition :
There are three ways to get an 'Application for
a Social Security Card,' (which is called 'form S
S 5') - from our website, over the phone, or at a
local Social Security field office. For instructions
on downloading the form from our website, say
'Website' or press 1. To order one now, over
the phone, say 'Order Form' or press 2. To find
a Social Security office in your area, say 'Office'
or press 3. Or, to go back to the main menu,
just say 'Main Menu' or press 4.

noinput 2

^

Prompt : [mm1520_ni2_01]
Re-Recognition :
Sorry. For instructions on downloading the form
from our website, press 1. To order one now,
over the phone, press 2. To find a Social
Security office in your area, press 3. Otherwise,
to go back to the main menu, press 4.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
StartOver

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 104 of 362

User Interface Specification

Version: 4.9

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December 5, 2011

mm1530_WebsiteInstructions_DM
CustomContext Recognition
Instructions for downloading an application form from the website.
Entering From
mm1520_GetForm_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1530_ini_01

To download an 'Application for a Social Security Card' from our
website, go to 'Social Security dot G O V,' then click on the link
labeled 'Get or replace a Social Security card.' That'll take you to a
page with a link to the 'Form SS5' that you can print out, along with
instructions for filling out and submitting it. That web address,
again, is 'social security dot G O V,'

initial

^

mm1530_ini_02

<500ms silence>

initial

^

mm1530_ini_03

Now, would you like to hear that again?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes, yes please
// yes

1

Never

no, no thanks
// no

2

Never

Actions
Option

Condition

Action

Transition

no

If card_type=both

Prompt : [mm1530_out_01]
All right. Now let's take care of your Medicare
card...

goto :
mm1105_MedicareCardsMenu_DM

^

Else

Assign : card_type =Undefined

--

^

^

Prompt : [mm1530_out_02]
All right...

goto : mm0200_SFToggle_DS

yes

Always

Prompt : [mm1530_out_03]
Sure.

Re-Recognition : Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1530_nm1_01]
Let's try again...Would you like to hear that
information again?

Re-Recognition :

nomatch 2

Always

Prompt : [mm1530_nm2_01]
Re-Recognition :
Sorry. To hear the information about applying
online again, press 1. If you don't want to hear it
again, press 2.

nomatch 3

If office_hours=true

Prompt : [mm1530_nm3_01]
Sorry we're having trouble. To speak with
someone, say 'Agent.' Otherwise,...

goto : mm0200_SFToggle_DS

nomatch 3

Else (office_hours=false)

Prompt : [mm1530_nm3_02]
Sorry we're having trouble. Let's keep going...

goto : mm0200_SFToggle_DS

noinput 1

Always

Prompt : [mm1530_ni1_01]
If you'd like me to repeat that information, say
'Yes' or press 1. If not, say 'No' or press 2.

Re-Recognition :

noinput 2

If office_hours=true

Prompt : [mm1530_ni2_01]
goto : mm0200_SFToggle_DS
To speak with someone, press 0. Otherwise,...

Recovery Behavior

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nomatch 2

December 5, 2011

Else (office_hours=false)

Prompt : [mm1530_nm2_02]
Let's keep going...

goto : mm0200_SFToggle_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1600_SubmitForm_DM
CustomContext Recognition
Instructions for submitting an application form, with option to find a Social Security office.
Entering From
mm1430_SocialSecurityCardMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1600_ini_01

First-time applicants who are age 12 or older, and who have NOT
had a Social Security Number before, must apply in person. You're
also required to apply in person at a local Social Security Card
Center, no matter how old you are, if you live in any of the following
places: Orlando, Florida; Brooklyn or Queens, New York; Las
Vegas, Nevada; Sacramento County, California; Phoenix, Arizona;
or the Greater Twin Cities Metropolitan Area in Minnesota. All
OTHER applicants have the choice to MAIL their application, along
with the required documents, or take it to a Social Security office.

initial

^

mm1600_ini_02

<500ms silence>

initial

^

mm1600_ini_03

Would you like to find a Social Security office near you?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes ?(i would)
// yes

1

Never

no ?(i wouldn't)
// no

2

Never

Actions
Option

Condition

Action

Transition

no

If card_type=both

Prompt : [mm1600_out_01]
All right. Now let's take care of your Medicare
card...

goto :
mm1105_MedicareCardsMenu_DM

^

Else

Assign : card_type =Undefined

--

^

^

Prompt : [mm1600_out_02]
All right.

goto : mm0200_SFToggle_DS

yes

Always

Assign : current_task =field_office_locator

--

^

^

Prompt : [mm1600_out_03]
All right.

goto :
mm0320_FieldOfficeLocator_SD

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December 5, 2011

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1600_nm1_01]
Let's try again... WOULD you like to find a
Social Security office near you?

Re-Recognition :

nomatch 2

^

Prompt : [mm1600_nm2_01]
Sorry. To find a Social Security office in your
area, press 1. Otherwise, press 2.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm1600_ni1_01]
If you'd like to find a Social Security office in
your area where you can apply for a card in
person or by mail, say 'Yes' or press 1. If not,
say 'No' or press 2.

Re-Recognition :

noinput 2

^

Prompt : [mm1600_ni2_01]
Sorry. To find a Social Security office in your
area, press 1. Otherwise, press 2.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1700_MedicareApplyMenu_DM
CustomContext Recognition
To pre-qualify the caller. asks he/she is already enrolled in Medicare.
Entering From
mm0210_SFMainMenu_DM, mm0600_BackoffMainMenu_DM, mm0800_BenefitsApplicationMenu_DM, mm1105_MedicareCardsMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1700_ini_01

Are you already enrolled in Medicare?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

[yes yeah] ?(i am ?(?already enrolled ?(in medicare)))
// yes

1

Never

no ?(i'm not ?(?already enrolled ?(in medicare)))
// no

2

Never

Actions

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Option

Condition

Action

Transition

no

If office_hours = false

Prompt : [mm1700_out_01]
All right.

goto :
mm1720_MedicareEnrollMsg_DM

^

Else (office_hours=true)

Prompt : [mm1700_out_02]
All right.

goto : mm3000_ABRStatus_DS

yes

Always

--

goto :
mm1710_ReplacementCardQuestion
_DM

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1700_nm1_01]
Let's try again... Are you ALREADY receiving
Medicare benefits?

Re-Recognition :

nomatch 2

^

Prompt : [mm1700_nm2_01]
Re-Recognition :
Sorry. If you ARE currently receiving Medicare,
press 1. Otherwise, press 2.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm1700_ni1_01]
Re-Recognition :
If you're ALREADY receiving Medicare benefits,
say 'Yes' or press 1. Otherwise, say 'No' or
press 2.

noinput 2

^

Prompt : [mm1700_ni2_01]
Re-Recognition :
Sorry. If you ARE currently receiving Medicare,
press 1. Otherwise, press 2.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1710_ReplacementCardQuestion_DM
CustomContext Recognition
Asks the caller if he/she is calling to get a replacement card.
Entering From
mm1700_MedicareApplyMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1710_ini_01

Do you need to get a replacement Medicare card?

Grammar
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Social Security Administration
CONFIDENTIAL

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Version: 4.9

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December 5, 2011

Sample Expressions

DTMF

Reco Var/Option

Confirm

yes ?(i am)
// yes

1

no ?(i'm not)
// no

2

Actions
Option

Condition

Action

Transition

no

Always

Prompt : [mm1710_out_01]
Okay.

goto :
mm1730_MedicareDrugQuestion_DM

yes

Always

Assign : current_task =card_medicare

--

^

^

Prompt : [mm1710_out_02]
Okay.

goto : mm0560_MRCKBA_DS

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1710_nm1_01]
Let's try again... DO you want to get a copy of
your medicare card?

Re-Recognition :

nomatch 2

^

Prompt : [mm1710_nm2_01]
Sorry. If you DO want to get a replacement
copy of your Medicare card, press 1. If not,
press 2.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm1710_ni1_01]
Re-Recognition :
If you want to get a replacement copy of your
Medicare card, say 'Yes' or press 1. Otherwise,
say 'No' or press 2.

noinput 2

^

Prompt : [mm1710_ni2_01]
Sorry. If you DO want to get a replacement
copy of your Medicare card, press 1. If not,
press 2.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1720_MedicareEnrollMsg_DM
CustomContext Recognition
Informational message about enrolling in Medicare for callers who are NOT enrolled.

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Version: 4.9

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December 5, 2011

Entering From
mm1700_MedicareApplyMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1720_ini_01

You can get more information about Medicare, including the
prescription drug program (known as 'Part D') or State Programs
that can help with your Medicare health costs, by calling 1-800Medicare. That number, again, is 1-800-633-4227. This information
is also available on their website at 'Medicare dot G O V.

initial

^

mm1720_ini_02

<500ms silence>

initial

^

mm1720_ini_03

Now, would you like to hear that again?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes
// yes

1

Never

no
// no

2

Never

Actions
Option

Condition

Action

no

Always

Prompt : [mm1720_out_02]
goto : mm0200_SFToggle_DS
If you're finished, feel free to hang up.
Otherwise, just hang on and I'll take you back to
the Main Menu.

Transition

yes

Always

Prompt : [mm1720_out_03]
Sure.

Re-Recognition : Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1720_nm1_01]
Let's try again... Would you like to hear that
enrollment information again?

Re-Recognition :

nomatch 2

^

Prompt : [mm1720_nm2_01]
Sorry. To hear the information again, press 1.
Otherwise, press 2.

Re-Recognition :

nomatch 3

If office_hours=true

Prompt : [mm1720_nm3_01]
Sorry we're having trouble. To speak with
someone, say 'Agent.' Otherwise,...

goto : mm0200_SFToggle_DS

nomatch 3

Else (office_hours=false)

Prompt : [mm1720_nm3_02]
Sorry we're having trouble. Let's keep going...

goto : mm0200_SFToggle_DS

noinput 1

Always

Prompt : [mm1720_ni1_01]
If you'd like to hear the enrollment information
again, say 'yes' or press 1. If not, say 'no' or
press 2.

Re-Recognition :

noinput 2

If office_hours=true

Prompt : [mm1720_ni2_01]
To speak with someone, press 0. Otherwise...

goto : mm0200_SFToggle_DS

noinput 2

Else (office_hours=false)

Prompt : [mm1720_ni2_02]
Let's keep going...

goto : mm0200_SFToggle_DS

Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

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Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1730_MedicareDrugQuestion_DM
CustomContext Recognition
To pre-qualify the caller. asks he/she is calling about drug benefits.
Entering From
mm1710_ReplacementCardQuestion_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1730_ini_01

Are you calling about prescription drugs?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes ?(i am)
// yes

1

Never

no ?(im not)
// no

2

Never

Actions
Option

Condition

Action

Transition

no

Always

Prompt : [mm1730_out_01]
Okay, thanks.

goto : mm3000_ABRStatus_DS

yes

Always

--

goto : mm1750_AskPartD_DM

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1730_nm1_01]
Let's try again... ARE you calling about
Medicare Prescription Drug benefits?

Re-Recognition :

nomatch 2

^

Prompt : [mm1730_nm2_01]
Sorry. If you're calling for information about
prescription drug benefits, press 1. If you're
calling about anything else, press 2

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm1730_ni1_01]
Re-Recognition :
If you ARE calling about Medicare Prescription
Drug benefits, say 'Yes' or press 1. If not, say
'No' or press 2.

noinput 2

^

Prompt : [mm1730_ni2_01]
Sorry. If you're calling for information about
prescription drug benefits, press 1. If you're
calling about anything else, press 2

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Recovery Behavior

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User Interface Specification

Version: 4.9

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December 5, 2011

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1740_MedicareSusidyMsg_DM
CustomContext Recognition
Informational message about Medicare Prescription Drug benefits.
Entering From
mm1750_AskPartD_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1740_ini_01

To enroll in the regular Medicare Prescription Drug program, 'Part
D,' you must be enrolled in, or entitled to, Medicare 'Part A' which
provides hospital coverage, or 'Part B' which provides doctor's
services, outpatient care coverage, and other services not covered
by part A. Once you're in Part A or Part B, you can enroll
YOURSELF in the Part D Medicare prescription drug program
through an approved Medicare prescription drug provider, or
through a Medicare Advantage plan that offers prescription drug
coverage. For more information call 1-800-633-4227. That
number, again, is 1-800-633-4227 or visit the website 'Medicare
dot G O V'.

initial

^

mm1740_ini_02

<500ms silence>

initial

^

mm1740_ini_03

Now, would you like to hear that again?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes
// yes

1

Never

no
// no

2

Never

Actions
Option

Condition

Action

Transition

no

Always

Prompt : [mm1740_out_01]
goto : mm0200_SFToggle_DS
All right. If you're finished, feel free to hang up.
Otherwise, just hang on and I'll take you back to
the Main Menu.

yes

Always

Prompt : [mm1740_out_02]
Sure.

Re-Recognition : Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1740_nm1_01]
Let's try again... Would you like to hear
Prescription Drug information again?

Re-Recognition :

Recovery Behavior

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nomatch 2

^

Prompt : [mm1740_nm2_01]
Re-Recognition :
Sorry. To hear the information about Medicare's
prescription drug subsidy again, press 1. If you
don't want to hear it again, press 2.

nomatch 3

If office_hours=true

Prompt : [mm1740_nm3_01]
Sorry we're having trouble. To speak with
someone, say 'Agent.' Otherwise...

goto : mm0200_SFToggle_DS

nomatch 3

Else (office_hours=false)

Prompt : [mm1740_nm3_02]
Sorry we're having trouble. Let's keep going...

goto : mm0200_SFToggle_DS

noinput 1

Always

Prompt : [mm1740_ni1_01]
If you'd like to hear the prescription drug
information again, say 'Yes' or press 1. If not,
say 'No' or press 2.

Re-Recognition :

noinput 2

If office_hours=true

Prompt : [mm1740_ni2_01]
To speak with someone, say press 0.
Otherwise...

goto : mm0200_SFToggle_DS

nomatch 2

Else (office_hours=false)

Prompt : [mm1740_nm2_04]
Let's keep going...

goto : mm0200_SFToggle_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1750_AskPartD_DM
CustomContext Recognition
Asks the caller if he/she is ALREADY enrolled in Medicare Part D.
Entering From
mm1730_MedicareDrugQuestion_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1750_ini_01

And are you already enrolled in the prescription drug plan, part D?

reprompt

(after 'repeat')

mm1750_ree_01

Are you already enrolled in the prescription drug plan, part D?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

[yes yeah] ?(i am ?(?already enrolled ?(in medicare part d)))
// yes

1

Never

no ?(i'm not ?(?already enrolled ?(in medicare part d)))
// no

2

Never

repeat, repeat that
// repeat

9

Never

Actions
Option

Condition

Action

Transition

no

Always

Prompt : [mm1750_out_01]

goto :

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All right.

mm1740_MedicareSusidyMsg_DM

yes

Always

Prompt : [mm1750_out_02]
All right.

goto :
mm1760_HelpWithDrugCosts_DM

repeat

Always

Prompt : [mm1750_out_03]
Sure.

Re-Recognition : Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1750_nm1_01]
Re-Recognition :
Let's try again... Are you ALREADY enrolled in
'Medicare Part D,' the Prescription Drug
program?

nomatch 2

^

Prompt : [mm1750_nm2_01]
Re-Recognition :
Sorry. If you ARE enrolled in 'Medicare Part D,'
press 1. Otherwise, press 2

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm1750_ni1_01]
Re-Recognition :
If you're ALREADY enrolled in 'Medicare Part
D,' the Prescription Drug program, say 'Yes' or
press 1. If not, say 'No' or press 2.

noinput 2

^

Prompt : [mm1750_ni2_01]
Re-Recognition :
Sorry. If you ARE enrolled in 'Medicare Part D,'
press 1. Otherwise, press 2

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1760_HelpWithDrugCosts_DM
CustomContext Recognition
Informational message about Prescription Drug help, then asks the caller if he/she wants to get an application.
Entering From
mm1750_AskPartD_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1760_ini_01

Some individuals may be eligible for extra help with their
prescription drug costs. To qualify for the extra help, your

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resources must be limited to...
initial

^

mm1760_ini_02

initial

^

mm1760_ini_03

... for an individual or...

initial

^

mm1760_ini_04

initial

^

mm1760_ini_05

... for a married couple living together. Resources include, for
example, your savings, investments and real estate. We do NOT
include the home you live in, vehicles, burial plots, or personal
possessions. However, there are income limits we will consider if
you decide to file for this help. Changes in the law will make it
easier for some people to qualify for extra help. Social Security
won't count the help you receive with your household expenses as
income, or any life insurance policies, as a resource when
determining your eligibility. You may also be able to get help with
Medicare costs from your state under a Medicare Savings
Program. Applications for extra help can initiate the application
process for the Medicare Savings Programs in your state. We'll
send your information to your state and they'll contact you to help
you apply for the Medicare Savings Programs, unless you tell us
not to.

initial

^

mm1760_ini_06

<500ms silence>

initial

^

mm1760_ini_07

Now, would you like to hear that again?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes ?(i would)
// yes

1

Never

no ?(i wouldn't)
// no

2

Never

Actions
Option

Condition

Action

Transition

no

Always

Prompt : [mm1760_out_01]
Okay.

goto :
mm1770_OrderDrugFormQuestion_D
M

yes

Always

Prompt : [mm1760_out_02]
Sure.

Re-Recognition : Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1760_nm1_01]
Let's try again... Would you like to hear the
information about help with prescription costs
again?

Re-Recognition :

nomatch 2

^

Prompt : [mm1760_nm2_01]
Re-Recognition :
Sorry. To hear the information about getting
help with prescription drug costs again, press 1.
If you don't want to hear it again, press 2.

nomatch 3

If office_hours=true

Prompt : [mm1760_nm3_01]
Sorry we're having trouble. To speak with
someone, say 'Agent.' Otherwise...

goto :
mm1770_OrderDrugFormQuestion_D
M

nomatch 3

Else (office_hours=false)

Prompt : [mm1760_nm3_02]
Sorry we're having trouble. Let's keep going...

goto :
mm1770_OrderDrugFormQuestion_D
M

noinput 1

Always

Prompt : [mm1760_ni1_01]
Re-Recognition :
If you'd like to hear the information about
getting help with prescription drug costs again,
say 'Yes' or press 1. If not, say 'No' or press 2.

Recovery Behavior

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noinput 2

If office_hours=true

Prompt : [mm1760_ni2_01]
To speak with someone, say 'Agent.'
Otherwise...

goto :
mm1770_OrderDrugFormQuestion_D
M

noinput 2

Else (office_hours=false)

Prompt : [mm1760_ni2_02]
Let's keep going...

goto :
mm1770_OrderDrugFormQuestion_D
M

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1770_OrderDrugFormQuestion_DM
CustomContext Recognition
New DM, asks the caller if he/she wants to get an application.
Entering From
mm1760_HelpWithDrugCosts_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1770_ini_01

Would you like to request an application for help with Medicare
Prescription Drug Plan Costs?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes ?(i would)
// yes

1

Never

no ?(i wouldn't)
// no

2

Never

Actions
Option

Condition

Action

Transition

no

Always

Prompt : [mm1770_out_01]
Okay.

goto : mm0200_SFToggle_DS

yes

Always

Assign : current_task =transcription_1020

--

^

^

Prompt : [mm1770_out_02]
Okay.

goto :
mm0545_TranscriptionKBA_DS

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1770_nm1_01]
Let's try again... WOULD you like to get an
application for help with Prescription Drug
costs?

Re-Recognition :

nomatch 2

^

Prompt : [mm1770_nm2_01]
Sorry. To get an application for help with
Prescription Drug costs, press 1. Otherwise,

Re-Recognition :

Recovery Behavior

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press 2.
nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm1770_ni1_01]
Re-Recognition :
If you'd like to get an application for help with
Prescription Drug costs, say 'Yes' or press 1. If
not, say 'No' or press 2.

noinput 2

^

Prompt : [mm1770_ni2_01]
Sorry. To get an application for help with
Prescription Drug costs, press 1. Otherwise,
press 2.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1800_SSIMenu_DM
CustomContext Recognition
Supplemental Security Income disambiguation menu.
Entering From
mm0210_SFMainMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1800_ini_01

Supplemental Security Income, or 'SSI,' is a program that pays
monthly benefits to U.S. citizens (and some non-citizens) who are
65 or older or blind or disabled, and who have limited income and
assets. Now, to hear that again, say 'Repeat that.' Otherwise, to
apply for the program, say 'Apply for SSI.' If you have a question or
problem, say 'SSI Problem.' Or, for information about obtaining
U.S. citizenship, say 'Citizenship.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

repeat that
// repeat

1

Never

apply ?(for [([(ssi) (supplemental security income)] ?benefits) benefits])
// apply

2

If Necessary

?(ssi) problem, problem with [([(ssi) (supplemental security income)]
?benefits) benefits]
// problem

3

If Necessary

?(information about ?[obtaining getting]) citizenship, citizenship

4

If Necessary

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[question information]
// citizenship

Actions
Option

Condition

Action

Transition

apply

Always

Prompt : [mm1800_out_01]
Okay. Apply for Benefits.

goto : mm3000_ABRStatus_DS

citizenship

Always

Prompt : [mm1800_out_02]
Okay. Citizenship.

goto : mm1810_CitizenshipMsg_DM

problem

Always

Prompt : [mm1800_out_03]
Okay. SSI Problem.

goto : mm3000_ABRStatus_DS

repeat

Always

Prompt : [mm1800_out_04]
Sure.

Re-Recognition : Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

apply

Always

mm1800_cnf_ini_ You want to 'Apply for SSI benefits.'
01

citizenship

Always

mm1800_cnf_ini_ You're calling about 'Citizenship.'
02

problem

Always

mm1800_cnf_ini_ Sounds like you have a problem or question about SSI.
03

--

Always

gl_cnf_ini_02

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1800_nm1_01]
Let's try again. You can say 'Repeat That' (or
press 1). 'Apply for SSI' (or 2), 'SSI Problem'
(3), or 'Citizenship Information' (or press 4).

Re-Recognition :

nomatch 2

^

Prompt : [mm1800_nm2_01]
Sorry. To hear that information again, say
'Repeat That' or press 1. To apply for
Supplemental Security Income benefits, press
2. If you have a question or problem with SSI,
press 3. Or, for information about becoming a
U.S. citizen, press 4.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm1800_ni1_01]
Re-Recognition :
To hear the information about Supplemental
Security Income benefits again, say 'Repeat
That' or press 1. If you'd like to apply for
Supplemental Security Income benefits, say
'Apply for SSI' or press 2. If you have a
question or problem, say 'SSI Problem' or press
3. Or, for information about becoming a U.S.
citizen, say 'Citizenship' or press 4.

noinput 2

^

Prompt : [mm1800_ni2_01]
Sorry. To hear that information again, say
'Repeat That' or press 1. To apply for
Supplemental Security Income benefits, press
2. If you have a question or problem with SSI,
press 3. Or, for information about becoming a

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U.S. citizen, press 4.
noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1810_CitizenshipMsg_DM
CustomContext Recognition
Informational message about citizenship requirements for SSI.
Entering From
mm1800_SSIMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1810_ini_01

To become a U.S. citizen, you must be 18 years of age or older;
have lived in the United States as a legal permanent resident for at
least 5 years (or 3 years if you're married to a U.S. citizen); be of
'good moral character;' be able to speak, read, write, and
understand common English words and phrases; and be able to
show knowledge and understanding of U.S. history and
government. To request an Application for Naturalization (which is I
N S form 'N-400') and detailed instructions, please call the
Immigration and Naturalization Service at 1-800-870-3676. That
number, again, is 1-800-870-3676.

initial

^

mm1810_ini_02

<1000ms silence>

initial

^

mm1810_ini_03

Now, would you like to hear that again?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes ?(i would)
// yes

1

Never

no ?(i wouldn't)
// no

2

Never

Actions
Option

Condition

Action

Transition

yes

Always

Prompt : [mm1810_out_01]
Sure.

Re-Recognition : Reprompt

no

Always

Prompt : [mm1810_out_02]
All right.

goto : mm0200_SFToggle_DS

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Social Security Administration
CONFIDENTIAL

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December 5, 2011

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1810_nm1_01]
Let's try again... Would you like to hear the
information becoming a citizen again?

Re-Recognition :

nomatch 2

^

Prompt : [mm1810_nm2_01]
Sorry. To hear the information about applying
for U.S. citizenship again, press 1. If you don't
want to hear it again, press 2.

Re-Recognition :

nomatch 3

If office_hours=true

Prompt : [mm1810_nm3_01]
Sorry we're having trouble. To speak with
someone, say 'Agent.' Otherwise,...

goto : mm0200_SFToggle_DS

nomatch 3

Else (office_hours=false)

Prompt : [mm1810_nm3_02]
Sorry we're having trouble. Let's keep going...

goto : mm0200_SFToggle_DS

noinput 1

Always

Prompt : [mm1810_ni1_01]
Re-Recognition :
If you'd like to hear the information on
becoming a citizen again, say 'Yes' or press 1.
If not, say 'No' or press 2.

noinput 2

If office_hours=true

Prompt : [mm1810_ni2_01]
Sorry we're having trouble. To speak with
someone, say 'Agent.' Otherwise,...

goto : mm0200_SFToggle_DS

noinput 2

Else (office_hours=false)

Prompt : [mm1810_ni2_02]
Sorry we're having trouble. Let's keep going...

goto : mm0200_SFToggle_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1900_ReceivingBenefits_DM
YesNo Recognition
Asks callers whether or not they are already receving benefits.
Entering From
mm0700_Benefits_DM, mm0440_DisabilityDisambig_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1900_ini_01

Are you already receiving Social Security benefits?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes ?(i am)
// yes

1

Never

no ?(i'm not)
// no

2

Never

Actions
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Option

Condition

Action

Transition

no

Always

Prompt : [mm1900_out_01]
Okay.

goto : mm2030_OtherQuestions_DM

yes

Always

Assign : current_task =checks

--

^

^

Prompt : [mm1900_out_02]
All right.

goto : mm1905_Checks_DM

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1900_nm1_01]
Let's try again... ARE you currently getting
benefits?

Re-Recognition :

nomatch 2

^

Prompt : [mm1900_nm2_01]
Sorry. If you are receiving Social Security
benefits, press 1. If not, press 2.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm1900_ni1_01]
Re-Recognition :
I need to know if you're receiving Social
Security benefits. If you are, say 'Yes' or press
1. If not, say 'No' or press 2.

noinput 2

^

Prompt : [mm1900_ni2_01]
Sorry. If you're receiving Social Security
benefits, press 1. Otherwise, press 2.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1905_Checks_DM
YesNo Recognition
Tells callers the scheduled delivery date and asks whether or not they are calling about a late payment.
Entering From
mm0210_SFMainMenu_DM, mm1900_ReceivingBenefits_DM

Initial Prompts
Type

Condition

Name

Wording

initial

If
If first entry (i.e. do
current_task=late_pa NOT play after
yment
repeat)

mm1905_ini_01

First, let me give you some information...

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initial

^

mm1905_ini_02

<500ms silence>

initial

If is in January

mm1905_ini_03

Here are the scheduled payment delivery dates for January 2012.
SSI payments were scheduled to arrive on December 30th 2011.
Social Security benefits normally received on the third of the month
will arrive as scheduled on January 3rd, second Wednesday
benefits will arrive on the 11th, third Wednesday benefits on the
18th, and fourth Wednesday benefits on January 25th. For
February, SSI payments will arrive on February 1st. Social Security
benefits normally received on the third of the month will arrive as
scheduled on the February 3rd, second Wednesday benefits on the
8th, third Wednesday benefits on the 15th, and fourth Wednesday
benefits on February 22nd.

initial

Elseif is in February

mm1905_ini_04

Here are the scheduled payment delivery dates for February 2012.
SSI payments are scheduled to arrive on February 1st. Social
Security benefits normally received on the third of the month will
arrive as scheduled on February 3rd, second Wednesday benefits
on the 8th, third Wednesday benefits on the 15th, and fourth
Wednesday benefits on February 22nd. For March, SSI payments
will arrive on March 1st. Social Security benefits normally received
on the third of the month will arrive on March 2nd, second
Wednesday benefits on the 14th, third Wednesday benefits on the
21st, and fourth Wednesday benefits on March 28th.

initial

Elseif is in March

mm1905_ini_05

Here are the scheduled payment delivery dates for March 2012.
SSI payments are scheduled to arrive on March 1st. Social
Security benefits normally received on the third of the month will
arrive on March 2nd, second Wednesday benefits on the 14th, third
Wednesday benefits on the 21st, and fourth Wednesday benefits
on March 28th. For April, SSI payments will arrive on March 30th.
Social Security benefits normally received on the third of the month
will arrive as scheduled on April 3rd, second Wednesday benefits
on the 11th, third Wednesday benefits on the 18th, and fourth
Wednesday benefits on April 25th.

initial

Elseif is in April

mm1905_ini_06

Here are the scheduled payment delivery dates for April 2012. SSI
payments are scheduled to arrive on March 30th. Social Security
benefits normally received on the third of the month will arrive as
scheduled on April 3rd, second Wednesday benefits on the 11th,
third Wednesday benefits on the 18th, and fourth Wednesday
benefits on April 25th. For May, SSI payments will arrive on May
1st. Social Security benefits normally received on the third of the
month will arrive as scheduled on May 3rd, second Wednesday
benefits on the 9th, third Wednesday benefits on the 16th, and
fourth Wednesday benefits on May 23rd.

initial

Elseif is in May

mm1905_ini_07

Here are the scheduled payment delivery dates for May 2012. SSI
payments are scheduled to arrive on May 1st. Social Security
benefits normally received on the third of the month will arrive as
scheduled on May 3rd, second Wednesday benefits on the 9th,
third Wednesday benefits on the 16th, and fourth Wednesday
benefits on May 23rd. For June, SSI payments will arrive on June
1st. Social Security benefits normally received on the third of the
month will also arrive on June 1st, second Wednesday benefits on
the 13th, third Wednesday benefits on the 20th, and fourth
Wednesday benefits on June 27th.

initial

Elseif is in June

mm1905_ini_08

Here are the scheduled payment delivery dates for June 2012. SSI
payments are scheduled to arrive on June 1st. Social Security
benefits normally received on the third of the month will also arrive
on June 1st, second Wednesday benefits on the 13th, third
Wednesday benefits on the 20th, and fourth Wednesday benefits
on June 27th. For July, SSI payments will arrive on June 29th.
Social Security benefits normally received on the third of the month
will arrive as scheduled on July 3rd, second Wednesday benefits
on the 11th, third Wednesday benefits on the 18th, and fourth
Wednesday benefits on July 25th.

initial

Elseif is in July

mm1905_ini_09

Here are the scheduled payment delivery dates for July 2012. SSI
payments are scheduled to arrive on June 29th. Social Security

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benefits normally received on the third of the month will arrive as
scheduled on July 3rd, second Wednesday benefits on the 11th,
third Wednesday benefits on the 18th, and fourth Wednesday
benefits on June 25th. For August, SSI payments will arrive on
August 1st. Social Security benefits normally received on the third
of the month will arrive as scheduled on August 3rd, second
Wednesday benefits on the 8th, third Wednesday benefits on the
15th, and fourth Wednesday benefits on August 22nd.
initial

Elseif is in August

mm1905_ini_10

Here are the scheduled payment delivery dates for August 2012.
SSI payments are scheduled to arrive on August 1st. Social
Security benefits normally received on the third of the month will
arrive as scheduled on August 3rd, second Wednesday benefits on
the 8th, third Wednesday benefits on the 15th, and fourth
Wednesday benefits on August 22nd. For September, SSI
payments will arrive on August 31st. Social Security benefits
normally received on the third of the month will also arrive on
August 31st, second Wednesday benefits on the 12th, third
Wednesday benefits on the 19th, and fourth Wednesday benefits
on September 26th.

initial

Elseif is in September

mm1905_ini_11

Here are the scheduled payment delivery dates for September
2012. SSI payments are scheduled to arrive on August 31st. Social
Security benefits normally received on the third of the month will
also arrive on August 31st, second Wednesday benefits on the
12th, third Wednesday benefits on the 19th, and fourth Wednesday
benefits on September 26th. For October, SSI payments will arrive
on October 1st. Social Security benefits normally received on the
third of the month will arrive as scheduled on October 3rd, second
Wednesday benefits on the 10th, third Wednesday benefits on the
17th, and fourth Wednesday benefits on October 24th.

initial

Elseif is in October

mm1905_ini_12

Here are the scheduled payment delivery dates for October 2012.
SSI payments are scheduled to arrive on October 1st. Social
Security benefits normally received on the third of the month will
arrive as scheduled on October 3rd, second Wednesday benefits
on the 10th, third Wednesday benefits on the 17th, and fourth
Wednesday benefits on October 24th. For November, SSI
payments will arrive on November 1st. Social Security benefits
normally received on the third of the month will arrive on November
2nd, second Wednesday benefits on the 14th, third Wednesday
benefits on the 21st, and fourth Wednesday benefits on November
28th.

initial

Elseif is in November

mm1905_ini_13

Here are the scheduled payment delivery dates for November
2012. SSI payments are scheduled to arrive on November 1st.
Social Security benefits normally received on the third of the month
will arrive on November 2nd, second Wednesday benefits on the
14th, third Wednesday benefits on the 21st, and fourth Wednesday
benefits on November 28th. For December, SSI payments will
arrive on November 30th. Social Security benefits normally
received on the third of the month will arrive as scheduled on
December 3rd, second Wednesday benefits on the 12th, third
Wednesday benefits on the 19th, and fourth Wednesday benefits
on December 26th.

initial

Else ( is in December)

mm1905_ini_14

initial

Always

mm1905_ini_15

<1000ms silence>

initial

^

mm1905_ini_16

Now, would like to hear that again?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes ?i would)
// yes

1

Never

no ?(i wouldn't)
// no

2

Never

repeat, repeat that

9

Never

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// repeat

Actions
Option

Condition

Action

Transition

no

If current_task=checks

Prompt : [mm1905_out_01]
Okay.

goto :
mm1907_LatePaymentQuestion_DM

^

Else
(current_task=late_payment)

Prompt : [mm1905_out_02]
Now, about the late payment...

goto :
mm1910_LatePaymentMenu_DM

yes

Always

Prompt : [mm1905_out_03]
Sure.

Re-Recognition : Reprompt

repeat

Always

Prompt : [mm1905_out_04]
Sure.

Re-Recognition : Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1905_nm1_01]
Let's try again... Would you like to hear the
payment dates again?

Re-Recognition :

nomatch 2

Always

Prompt : [mm1905_nm2_01]
Sorry. To hear the scheduled payment dates
again, press 1. If you don't want to hear it
again, press 2.

Re-Recognition :

nomatch 3

Always

Prompt : [mm1905_nm3_01]
Sorry we're having trouble. Let's keep going...

goto :
mm1907_LatePaymentQuestion_DM

noinput 1

Always

Prompt : [mm1905_ni1_01]
Re-Recognition :
If you'd like to hear the scheduled payment
delivery dates again, say 'Yes' or press 1. If not,
say 'No' or press 2.

noinput 2

Always

Prompt : [mm1905_ni2_01]
Let's keep going...

Recovery Behavior

goto :
mm1907_LatePaymentQuestion_DM

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1907_LatePaymentQuestion_DM
YesNo Recognition
Asks the caller if they're calling about a late payment.
Entering From
mm1905_Checks_DM

Initial Prompts
Type

Condition

Nuance Communications

Name

Wording

Social Security Administration
CONFIDENTIAL

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initial

Always

December 5, 2011

mm1907_ini_01

Are you calling about a LATE payment?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes ?(a late payment)
// yes

1

Never

no ?(it's not late)
// no

2

Never

Actions
Option

Condition

Action

Transition

no

Always

Prompt : [mm1907_out_01]
Okay. In that case...

goto : mm0200_SFToggle_DS

yes

Always

Prompt : [mm1907_out_02]
Hmmm... Okay.

goto :
mm1910_LatePaymentMenu_DM

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1907_nm1_01]
Let's try again... ARE you calling about a late
payment?

Re-Recognition :

nomatch 2

^

Prompt : [mm1907_nm2_01]
Sorry. If you're calling about a payment that's
LATE, press 1. Otherwise, press 2.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm1907_ni1_01]
If you're calling about a payment that's LATE,
say 'yes' or press 1. Otherwise, say 'no' or
press 2.

Re-Recognition :

noinput 2

^

Prompt : [mm1907_ni2_01]
Re-Recognition :
Sorry. If you'd like information on a payment
that's LATE, press 1. If you're calling about an
on-time payment, press 2.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1910_LatePaymentMenu_DM
CustomContext Recognition
Asks callers how they receive their payments.

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 125 of 362

User Interface Specification

Version: 4.9

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December 5, 2011

Entering From
mm1905_Checks_DM, mm1907_LatePaymentQuestion_DM

Initial Prompts
Type

Condition

Name

Wording

initial

If current_task-checks

mm1910_ini_01

How are you expecting your payment - by 'Mail' or 'Direct Deposit?'
(If you're not sure, just say 'I'm Not Sure.')

initial

Else (current_task=late_payment)

mm1910_ini_02

How were you expecting it - by 'Mail' or 'Direct Deposit?' (If you're
not sure, just say 'I'm Not Sure.')

reprompt

(after repeat or
disconfirmation)

If
mm1910_ree_01
current_task=late_pa
yment

How were you expecting your payment - by 'Mail' or 'Direct
Deposit?' (If you're not sure, just say 'I'm Not Sure.')

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

mail, [check payment] by mail
// mail

1

If Necessary

direct deposit ?payment
// direct_deposit

2

If Necessary

?i'm not sure
// not_sure

3

If Necessary

repeat, repeat that
// repeat

9

Never

Actions
Option

Condition

Action

Transition

direct_deposit

Always

Assign : payment_method =direct_deposit

--

^

^

Prompt : [mm1910_out_01]
All right.

goto : mm1920_DepositMsg_PP

mail

Always

Assign : payment_method =mail

--

^

^

Prompt : [mm1910_out_02]
All right.

goto : mm1930_MailMsg_PP

not_sure

Always

Prompt : [mm1910_out_03]
Okay.

goto : mm3000_ABRStatus_DS

repeat

Always

Prompt : [mm1910_out_04]
Sure.

Re-Recognition : Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

mail

Always

mm1910_cnf_ini_ You're expecting a check in the mail, right?
01

direct_deposi Always
t

mm1910_cnf_ini_ You're waiting for a direct deposit, right?
02

not_sure

mm1910_cnf_ini_ You're not sure of HOW you'll be receiving your next payment,
03
right?

Always

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1910_nm1_01]
Let's try again. You can say ''Mail' or press 1,
'Direct Deposit' or press 2, or 'I'm Not Sure' or

Re-Recognition :

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press 3.
nomatch 2

^

Prompt : [mm1910_nm2_01]
Re-Recognition :
Sorry. If you're expecting to receive your
payment by mail, press 1. If you're expecting a
direct deposit instead, press 2. Or, if you're not
sure, press 3.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm1910_ni1_01]
If you're expecting your next payment by mail,
say 'mail' or press 1. If you're waiting for your
payment to be deposited into your bank
account, say 'direct deposit' or press 2. Or, if
you're not sure, say 'I'm not sure' or press 3.

Re-Recognition :

noinput 2

^

Prompt : [mm1910_ni2_01]
Re-Recognition :
Sorry. I need to know what method of payment
you are expecting. If you're expecting a check
in the mail, press 1. If a direct deposit, press 2.
If you're not sure, press 3.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1920_DepositMsg_PP
Simple Play Prompt
Plays information and suggestions on how callers can troubleshoot a direct deposit.
Entering From
mm1910_LatePaymentMenu_DM, mm1940_LatePaymentExit_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1920_out_01

If you've recently changed bank accounts, you should check to
make sure that the payment wasn't deposited to your old account.
It might also have something to do with your bank's policy on the
time and date when accounts are updated, so you should ask your
bank if any other payments posted to your account on the day you
were expecting the deposit.

Actions

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Condition

Action

Transition

Always

--

goto : mm1940_LatePaymentExit_DM

Developer Notes
--

mm1930_MailMsg_PP
Simple Play Prompt
Plays information about why a check may not have been received yet.
Entering From
mm1910_LatePaymentMenu_DM, mm1940_LatePaymentExit_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1930_out_01

Just so you know, a payment isn't considered late until the third
mail delivery date after its due date. (Sundays and Federal
holidays are not mail delivery days.) Also, if you've recently moved,
your check may have been sent to your previous address.

Actions
Condition

Action

Transition

Always

--

goto : mm1940_LatePaymentExit_DM

Developer Notes
--

mm1940_LatePaymentExit_DM
CustomContext Recognition
Offers a menu of options for transition to next state. (Note that only the global command grammar is active for this state.)
Entering From
mm1920_DepositMsg_PP, mm1930_MailMsg_PP

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1940_ini_01

Now, would you like to hear that again?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes
// yes

1

Never

no
// no

2

Never

Actions
Option

Condition

Action

Transition

no

If office_hours=true

Prompt : [mm1940_out_01]
All right. If you still have questions, and you'd
like to speak to someone about your payment,
say 'Agent.' Or, if you're finished, feel free to
hang up. Otherwise, hold on and I'll take you
back to the Main Menu.

--

^

Else (office_hours=false)

Prompt : [mm1940_out_02]

--

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If you're finished, feel free to hang up.
Otherwise, just hang on and I'll take you back to
the Main Menu.
--

goto : mm0200_SFToggle_DS

^

Always

yes

Prompt : [mm1940_out_03]
If
payment_method=direct_deposit Sure.

^

Else (payment_method=mail)

Prompt : [mm1940_out_04]
Sure.

goto : mm1930_MailMsg_PP

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm1940_nm1_01]
Let's try again... Would you like to hear that
payment information again?

Re-Recognition :

nomatch 2

^

Prompt : [mm1940_nm2_01]
Sorry. To hear about the late payment again,
press 1. Otherwise, press 2.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm1940_ni1_01]
If you'd like to hear the late payment
information again, say 'Yes' or press 1.
Otherwise, say 'No' or press 2.

Re-Recognition :

noinput 2

^

Prompt : [mm1940_ni2_01]
Sorry. To hear about the late payment again,
press 1. Otherwise, press 2.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

goto : mm1920_DepositMsg_PP

Recovery Behavior

Commands: State-Specific Behavior
Type

Condition

Action

Transition

repeat

If payment_method=mail

Prompt : [gl_repeat_01]
Sure.

goto : mm1930_MailMsg_PP

repeat

Prompt : [gl_repeat_01]
Else
(payment_method=direct_deposi Sure.
t)

goto : mm1920_DepositMsg_PP

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm2000_ReceivingBenefits_DM
YesNo Recognition
Asks callers whether or not they are already receving benefits.
Entering From
mm0210_SFMainMenu_DM, mm0450_EmploymentDisambig_DM
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Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm2000_ini_01

Are you already receiving Social Security benefits?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes ?(i am)
// yes

1

Never

no ?(i'm not)
// no

2

Never

Actions
Option

Condition

Action

Transition

no

If form_7004_delivery=true

Prompt : [mm2000_out_01]
Okay.

goto : mm2040_FutureBenefits_DM

^

Else (form_7004_delivery=false) Prompt : [mm2000_out_02]
Okay.

yes

Always

Prompt : [mm2000_out_03]
All right.

goto :
mm2010_BenefitsEarnings_DM

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm2000_nm1_01]
Let's try again... ARE you currently getting
benefits?

Re-Recognition :

nomatch 2

^

Prompt : [mm2000_nm2_01]
Sorry. If you are receiving Social Security
benefits, press 1. Otherwise, press 2.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm2000_ni1_01]
Re-Recognition :
I need to know if you're receiving Social
Security benefits. If you are, say 'Yes' or press
1. If you AREN'T, say 'No' or press 2.

noinput 2

^

Prompt : [mm2000_ni2_01]
Sorry. If you're receiving Social Security
benefits, press 1. Otherwise, press 2.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

goto :
mm2050_FutureBenefitsBudgetaryMs
g_PP

Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

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CONFIDENTIAL

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mm2010_BenefitsEarnings_DM
CustomContext Recognition
Asks callers if they need a 1099, a proof of income statement, or something else.
Entering From
mm2000_ReceivingBenefits_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm2010_ini_01

If you're doing your taxes and you need a replacement benefits
statement (or '1099'), say 'Benefits Statement.' If you need a letter
of proof of your income for anything OTHER than taxes, say 'Proof
of Income.' For anything else, just say 'It's Something Else.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

?(?form 1099) (?tax benefits statement), (?form 1099)
// benefits_statement

1

If Necessary

proof of income ?letter
// proof_of_income

2

If Necessary

?it's something else
// something_else

3

If Necessary

Actions
Option

Condition

Action

Transition

benefits_statement

Always

Assign : current_task =benefits_statement

--

^

^

Prompt : [mm2010_out_01]
Okay. Benefits Statement.

goto :
mm0525_BenefitsStatementKBA_DS

proof_of_income

Always

Assign : current_task =benefits_verification

--

^

^

Prompt : [mm2010_out_02]
Okay. Proof of Income.

goto : mm0500_BEVEKBA_DS

something_else

Always

Prompt : [mm2010_out_03]
Okay.

goto : mm3000_ABRStatus_DS

Confirmation Prompts
Option

Condition

Name

Wording

benefits_stat Always
ement

mm2010_cnf_ini_ You'd like a replacement Form 1099 benefits statement.
01

proof_of_inco Always
me

mm2010_cnf_ini_ You need a proof of income document that's not for your tax return.
02

something_el Always
se

mm2010_cnf_ini_ You'd like help with something else.
03

--

gl_cnf_ini_02

Always

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm2010_nm1_01]
Let's try again. You can say 'Benefits
Statement' or press 1, 'Proof of Income' or
press 2, or 'It's Something Else' or press 3.

Re-Recognition :

nomatch 2

^

Prompt : [mm2010_nm2_01]
Sorry. If you need a replacement Form 1099

Re-Recognition :

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benefits statement for filing your tax return,
press 1. If you need a document of your
income for anything other than your tax return,
press 2. For anything else, press 3.
nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm2010_ni1_01]
Re-Recognition :
If you need a replacement benefits statement,
or 'Form 1099,' for filing your tax return, say
'benefits statement' or press 1. For a document
of your income for anything other than your tax
return, say 'proof of income' or press 2. If you
need something else, say 'it's something else'
or press 3.

noinput 2

^

Prompt : [mm2010_ni2_01]
Sorry. If you need a replacement Form 1099
benefits statement for filing your tax return,
press 1. If you need a document of your
income for anything other than a tax return,
press 2. For anything else, press 3.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm2030_OtherQuestions_DM
CustomContext Recognition
Asks callers whether they are calling about an estimate of future benefits.
Entering From
mm1900_ReceivingBenefits_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm2030_ini_01

Are you calling about an estimate of FUTURE benefits?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes
// yes

1

Never

no
// no

2

Never

Actions

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Option

Condition

Action

Transition

yes

If form_7004_delivery=true

Prompt : [mm2030_out_01]
All right.

goto : mm2040_FutureBenefits_DM

^

Else (form_7004_delivery=false) Prompt : [mm2030_out_02]
All right.

no

Always

Prompt : [mm2030_out_03]
All right. You'll need to speak with someone...

goto : mm3000_ABRStatus_DS

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm2030_nm1_01]
Let's try again... ARE you calling about an
estimate of future benefits?

Re-Recognition :

nomatch 2

^

Prompt : [mm2030_nm2_01]
Sorry. If you'd like an estimate of future
benefits, press 1. Otherwise, press 2.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm2030_ni1_01]
Re-Recognition :
If you'd like an estimate of future benefits, say
'Yes' or press 1. Otherwise, say 'No' or press 2.

noinput 2

^

Prompt : [mm2030_ni2_01]
Sorry. For an estimate of FUTURE benefits,
press 1. For anything else, press 2.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

goto :
mm2050_FutureBenefitsBudgetaryMs
g_PP

Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm2040_FutureBenefits_DM
CustomContext Recognition
Tells callers how to request an estimate of future benefits, and offers an option to request a mail-in form.
Entering From
mm2000_ReceivingBenefits_DM, mm2030_OtherQuestions_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm2040_ini_01

Estimates of your future benefits are on your social security
statement, which is sent to you automatically every three years or
so, starting about three months before you turn 25. To request a

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statement now, you can do it on our website at 'social security dot
G O V' and it will take about 2 to 4 weeks to receive it. You can
also request a statement by MAIL, by filling out form number '7004.'
Mail orders take 4 to 6 weeks. To order a 'Form 7004' over the
phone, just say 'Order Form.' Or, if you have OTHER questions
about earnings and benefits, say 'Other Questions.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

repeat, repeat that, hear that again
// repeat

1

Never

order_form
// order_form

2

If Necessary

other_questions
// other_questions

3

If Necessary

Actions
Option

Condition

Action

Transition

order_form

Always

Assign : current_task =transcription_7004

--

^

^

Prompt : [mm2040_out_01]
Sure.

goto :
mm0545_TranscriptionKBA_DS

other_questions

Always

Prompt : [mm2040_out_02]
Okay.

goto : mm3000_ABRStatus_DS

Confirmation Prompts
Option

Condition

Name

Wording

order_form

Always

mm2040_cnf_ini_ You'd like to request that a Form 7004 be mailed to you.
01

other_questio Always
ns

mm2040_cnf_ini_ You'd like other information on earnings and benefits.
02

--

gl_cnf_ini_02

Always

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm2040_nm1_01]
Let's try again. You can say 'Repeat That' or
press 1. Otherwise, if you'd like to order form
7004, say 'Order Form' or press 2. OR, say
'Other Questions' or press 3.

Re-Recognition :

nomatch 2

^

Prompt : [mm2040_nm2_01]
Re-Recognition :
Sorry. To hear the information again, press 1.
To order Form 7004, press 2. Or, for other
information about earnings and benefits, press
3.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm2040_ni1_01]
Re-Recognition :
To hear the information again, say 'Repeat
That' or press 1. If you'd like to order Form
7004 now, say 'Order Form' or press 2. Or, for
other questions about earnings and benefits,
say 'Other Questions' or press 3.

noinput 2

^

Prompt : [mm2040_ni2_01]

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Social Security Administration
CONFIDENTIAL

Re-Recognition :

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Sorry. If you'd like to hear the information
again, press 1. To order Form 7004 now, press
2. Or, for other information about earnings and
benefits, press 3.
noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Commands: State-Specific Behavior
Type

Condition

Action

Transition

repeat

--

Prompt : [mm2040_repeat_01]
Sure.

Re-Recognition : Reprompt

Commands: Confirmations
See 1.2 Global Commands

Commands: Grammar
Sample Expressions

DTMF

Command

Confirm

repeat that, repeat

1

repeat

Never

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm2050_FutureBenefitsBudgetaryMsg_PP
Simple Play Prompt
If 'form_7004_delivery=false,' this state plays informational message explaining whay form 7004 will not be delivered, due to budgetary
constraints.
Entering From
mm2000_ReceivingBenefits_DM, mm2030_OtherQuestions_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm2050_out_01

Estimates of your future benefits are on your social security
statement, which is normally sent to you automatically every three
years or so, starting about three months before you turn 25.
However, due to budgetary constraints, the Social Security
Administration has temporarily suspended delivery of all benefits
statements. We apologize for this inconvenience. For more
information, visit our website at 'social security dot G O V.'

initial

^

mm2050_out_02

<1000ms silence>

initial

If office_hours=true

mm2050_out_03

Now, if you're finished, feel free to hang up. If you'd like to speak to
someone about your benefits, say 'Agent.' Otherwise...

initial

Else (office_hours=false)

mm2050_out_04

Now, if you're finished, feel free to hang up. Otherwise...

Actions
Condition

Action

Transition

Always

--

goto : mm0200_SFToggle_DS

Developer Notes
--

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Social Security Administration
CONFIDENTIAL

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User Interface Specification

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mm2100_RepPayeeMenu_DM
CustomContext Recognition
Presents six payee options - hear about the program, change payees, report misuse, become a payee, questions about filing a payee report, or
something else.
Entering From
mm0210_SFMainMenu_DM, mm2110_ProgramMsg_DM, mm2120_ChangeMsg_DM, mm2200_BecomePayee_DM,
mm2210_PayeeMisuse_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm2100_ini_01

Which would you like to do - you can say 'Change Payee,' report
'Misuse of Benefits,' 'Become a Payee,' get information about filing
a 'Payee Report,' or to hear what a representative payee DOES,
say 'Payee Responsibilities.' For help with anything else say 'It's
Something Else.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

[change different] ?[payee representative]
// change

1

If Necessary

(misuse ?(of benefits)), benefits misuse
// misuse

2

If Necessary

become ?a payee
// become

3

If Necessary

(?payee report), [file filing] ?(a payee) report
// report

4

If Necessary

?payee responsibilities
// program

5

If Necessary

?it's something else
// something_else

6

If Necessary

Actions
Option

Condition

Action

Transition

become

Always

Prompt : [mm2100_out_01]
All right.

goto : mm2200_BecomePayee_DM

change

Always

--

goto : mm2120_ChangeMsg_DM

misuse

Always

Prompt : [mm2100_out_02]
All right. Misuse of Benefits.

goto : mm2210_PayeeMisuse_DM

program

Always

--

goto : mm2110_ProgramMsg_DM

report

Always

Prompt : [mm2100_out_03]
Okay.

goto : mm3000_ABRStatus_DS

something_else

Always

Prompt : [mm2100_out_04]
Okay.

goto : mm3000_ABRStatus_DS

Confirmation Prompts
Option

Condition

Name

program

Always

mm2100_cnf_ini_ You'd like information on what a payee representative DOES. Is
01
that right?

change

Always

mm2100_cnf_ini_ You'd like to change your payee, right?
02

misuse

Always

mm2100_cnf_ini_ You suspect there may be a problem with how your benefits are
03
being handled, right?

become

Always

mm2100_cnf_ini_ You're interested in BECOMING a payee, right?

Nuance Communications

Wording

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04
report

Always

mm2100_cnf_ini_ You have questions about filing a payee report, right?
05

something_el Always
se

mm2100_cnf_ini_ You'd like help with something else, right?
06

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm2100_nm1_01]
Let's try again. You can say 'Change Payee'
(or press 1); 'Misuse Of Benefits' (or 2),
'Become a Payee' (3); 'Payee Report' (4);
'Payee Responsibilities' (5); or say 'It's
Something Else' or press 6.

Re-Recognition :

nomatch 2

^

Prompt : [mm2100_nm2_01]
Re-Recognition :
Sorry. If you'd like to CHANGE your payee,
press 1. If you suspect a problem with how
your benefits are being handled, press 2. For
information on BECOMING a payee, press 3.
For questions about filing a REPORT, press 4.
For information on what a payee DOES, press
5. Or, for all other questions, press 6.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm2100_ni1_01]
Re-Recognition :
To request a different payee, say 'Change
Payee' (or press 1). If you think there's a
problem with how your benefits are being
handled, say 'Misuse Of Benefits' (or 2). If
you'd like to BECOME a payee, say 'Become A
Payee' (3). For questions about filing a report,
say 'Payee Report' (4). If you'd like to hear
what a payee DOES, say 'Payee
Responsibilities' (5). Or, for any other
information, say 'It's Something Else' (or press
6).

noinput 2

^

Prompt : [mm2100_ni2_01]
Re-Recognition :
Sorry. If you'd like to CHANGE your payee,
press 1. If you suspect a problem with how
your benefits are being handled, press 2. For
information on BECOMING a payee, press 3.
For questions about filing a REPORT, press 4.
For information on what a payee DOES, press
5. Or, for all other questions, press 6.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Nuance Communications

Value

Social Security Administration
CONFIDENTIAL

Page 137 of 362

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Version: 4.9

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December 5, 2011

--

--

Developer Notes
--

mm2110_ProgramMsg_DM
CustomContext Recognition
Plays information about the Payee Representatitve program and offers options to hear it again, hear the payee options again, speak with an
agent, or continue in the IVR.
Entering From
mm2100_RepPayeeMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm2110_ini_01

When a beneficiary needs help managing their Social Security or
SSI benefits, we appoint a Representative Payee for them. The
payee can be a relative or friend, or a nursing home or hospital.
The payee receives the monthly benefits and uses them to pay for
the beneficiary's needs. The payee must keep accurate records of
how the money is spent, and report this to Social Security using the
Representative Payee Report form. The payee must also report
any changes to a beneficiary's situation (like a change of address,
medical condition, or income). Finally, although someone may have
'power of attorney' to conduct business for a beneficiary, the Social
Security Administration does not recognize 'power of attorney' for
purposes of managing a beneficiary's payments.

initial

^

mm2110_ini_02

<500ms silence>

initial

If office_hours=true

mm2110_ini_03

To hear that again, say 'Repeat That.' To hear the other
'Representative Payee' options again, say 'Payee Options.' Or, to
speak to someone about the program, say 'Agent.' Otherwise, hold
on and I'll take you back to the Main Menu...

initial

Else (office_hours=false)

mm2110_ini_04

To hear that again, say 'Repeat That.' Or to hear the other
'Representative Payee' options again, say 'Payee Options.'
Otherwise, hold on and I'll take you back to the Main Menu...

reprompt

(after
disconfirmation)

If office_hours=true

mm2110_ree_01

To hear the information again, say 'Repeat That.' To hear the other
'Representative Payee' options again, say 'Payee Options.' Or, to
speak to someone about the program, say 'Agent.' Otherwise, hold
on and I'll take you back to the Main Menu...

reprompt

^

Else
mm2110_ree_02
(office_hours=false)

To hear the information again, say 'Repeat That.' Or to hear the
other 'Representative Payee' options again, say 'Payee Options.'
Otherwise, hold on and I'll take you back to the Main Menu...

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

repeat, repeat that
// repeat

1

Never

?hear ?the ?representative ?payee options ?again
// payee_options

2

If Necessary

Actions
Option

Condition

Action

Transition

payee_options

Always

Prompt : [mm2110_out_01]
Sure. Here are those options again...

goto : mm2100_RepPayeeMenu_DM

Confirmation Prompts
Option

Condition

payee_option Always
Nuance Communications

Name

Wording

mm2110_cnf_ini_ You'd like to choose another payee option, right?
Social Security Administration
CONFIDENTIAL

Page 138 of 362

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s

December 5, 2011

01

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

If office_hours=true

Prompt : [mm2110_nm1_01]
Let's try again. You can say 'Repeat That' or
press 1, 'Payee Options' or press 2; or 'Agent'
or press 0. If you're finished, feel free to hang
up. Otherwise, just hold on and I'll take you
back to the Main Menu...

Re-Recognition :

nomatch 1

Else (office_hours=false)

Prompt : [mm2110_nm1_02]
Re-Recognition :
Let's try again. You can say 'Repeat That' or
press 1, 'Payee Options' or press 2; or if you're
finished, feel free to hang up. Otherwise, just
hold on and I'll take you back to the Main
Menu...

nomatch 2

If office_hours=true

Prompt : [mm2110_nm2_01]
Re-Recognition :
Sorry. To hear the information about the
representative payees again, press 1. To
choose another payee option, press 2. To
speak with an agent about the payee program,
press 0. If you're finished, feel free to hang up.
Otherwise, just hold on and I'll take you back to
the Main Menu...

nomatch 2

Else (office_hours=false)

Prompt : [mm2110_nm1_03]
Re-Recognition :
Sorry. To hear the information about the
representative payees again, press 1. To
choose another payee option, press 2. If you're
finished, feel free to hang up. Otherwise, just
hold on and I'll take you back to the Main
Menu...

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

Always

--

goto : mm0200_SFToggle_DS

Condition

Action

Transition

--

Prompt : [mm2110_repeat_01]
Sure.

Re-Recognition : Reprompt

Commands: State-Specific Behavior
Type
repeat

Commands: Confirmations
See 1.2 Global Commands

Commands: Grammar
Sample Expressions

DTMF

Command

Confirm

repeat that, repeat

1

repeat

Never

Config Parameters
Parameter

Value

--

--

Developer Notes
--

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 139 of 362

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December 5, 2011

mm2120_ChangeMsg_DM
CustomContext Recognition
Plays information on how to change payees and offers options to repeat, choose another payee option, find a field office, speak with an agent, or
continue in the IVR.
Entering From
mm2100_RepPayeeMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm2120_ini_01

Social Security usually chooses a representative payee for you,
and we send you a letter telling you who that payee is. If you want
a different payee, you have 60 days to appeal our choice by
contacting us.

initial

^

mm2120_ini_02

<500ms silence>

initial

^

mm2120_ini_03

If, on the other hand, you already have a payee and want to
change, your potential new payee must file an application in person
at a Social Security office. They'll need to provide their Social
Security Number, a proof of identification (like a driver's license), as
well as their doctor's name and contact information.

initial

^

mm2120_ini_04

<500ms silence>

initial

^

mm2120_ini_05

And finally, if you want to become your OWN payee, you'll need to
show the Social Security Administration evidence - a doctor's
statement, for example - indicating that you're now able to manage
your own benefits.

initial

^

mm2120_ini_06

<1000ms silence>

initial

If office_hours=true

mm2120_ini_07

To hear that again, say 'Repeat That.' If you'd like to hear the other
'Representative Payee' options again, say 'Payee Options.' To find
the location of a field office in your area, say 'Find an Office.' Or, to
talk to someone about the program, say 'Agent.' Otherwise, hold on
and I'll take you back to the Main Menu.

initial

Else (office_hours=false)

mm2120_ini_08

To hear that again, say 'Repeat That.' If you'd like to hear the other
'Representative Payee' options again, say 'Payee Options.' Or to
find the location of a field office in your area, say 'Find an Office.'
Otherwise, hold on and I'll take you back to the Main Menu.

reprompt

(after
disconfirmation)

If office_hours=true

mm2120_ree_01

To hear the information again, say 'Repeat That.' If you'd like to
hear the other 'Representative Payee' options again, say 'Payee
Options.' To find the location of a field office in your area, say 'Find
an Office.' Or, to talk to someone about the program, say 'Agent.'
Otherwise, hold on and I'll take you back to the Main Menu.

reprompt

^

Else
mm2120_ree_02
(office_hours=false)

To hear the information again, say 'Repeat That.' If you'd like to
hear the other 'Representative Payee' options again, say 'Payee
Options.' Or to find the location of a field office in your area, say
'Find an Office.' Otherwise, hold on and I'll take you back to the
Main Menu.

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

repeat, repeat that
// repeat

1

Never

?hear ?the ?representative ?payee options ?again
// payee_options

2

If Necessary

(find an office), (?find ?a ?field office ?location), (?find ?the? ?(location
of a) ?field office)
// office

3

If Necessary

Actions

Nuance Communications

Social Security Administration
CONFIDENTIAL

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December 5, 2011

Option

Condition

Action

Transition

payee_options

Always

Prompt : [mm2120_out_01]
Sure. Here are those options again...

goto : mm2100_RepPayeeMenu_DM

office

Always

Assign : current_task =field_office_locator

goto :
mm0320_FieldOfficeLocator_SD

Confirmation Prompts
Option

Condition

Name

Wording

payee_option Always
s

mm2120_cnf_ini_ You'd like to choose another payee option.
01

office

Always

mm2120_cnf_ini_ You'd like to find a field office location.
02

--

Always

gl_cnf_ini_02

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

If office_hours=true

Prompt : [mm2120_nm1_01]
Re-Recognition :
Let's try again. You can say 'Repeat That' or
press 1, 'Payee Options' or press 2, 'Find An
Office' or press 3; or 'Agent' or press 0. If you're
finished, feel free to hang up. Otherwise, just
hold on and I'll take you back to the Main
Menu...

nomatch 1

Else (office_hours=false)

Prompt : [mm2120_nm1_02]
Re-Recognition :
Let's try again. You can say 'Repeat That' or
press 1, 'Payee Options' or press 2, 'Find An
Office' or press 3; or if you're finished, feel free
to hang up. Otherwise, just hold on and I'll take
you back to the Main Menu...

nomatch 2

If office_hours=true

Prompt : [mm2120_nm2_01]
Re-Recognition :
Sorry. To hear the information again, press 1.
To choose another payee option, press 2. For
field office locations, press 3. To speak with an
agent about the payee program, press 0. If
you're finished, feel free to hang up. Otherwise,
just hold on and I'll take you back to the Main
Menu...

nomatch 2

Else (office_hours=false)

Prompt : [mm2120_nm2_02]
Re-Recognition :
Sorry. To hear the information again, press 1.
To choose another payee option, press 2. For
field office locations, press 3. If you're finished,
feel free to hang up. Otherwise, just hold on
and I'll take you back to the Main Menu...

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

Always

--

goto : mm0200_SFToggle_DS

Commands: State-Specific Behavior
Type

Condition

Action

Transition

repeat

--

Prompt : [mm2120_repeat_01]
Sure.

Re-Recognition : Reprompt

Commands: Confirmations
See 1.2 Global Commands

Nuance Communications

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CONFIDENTIAL

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December 5, 2011

Commands: Grammar
Sample Expressions

DTMF

Command

Confirm

repeat that, repeat

1

repeat

Never

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm2200_BecomePayee_DM
CustomContext Recognition
Plays information on how to become a payee representative and offers options to repeat, choose another payee option, find a field office, speak
with an agent, or continue in the IVR.
Entering From
mm2100_RepPayeeMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm2200_ini_01

There are three ways someone can become a representative
payee: a payee may be appointed by the Social Security
Administration; a payee may be requested by a beneficiary whether they currently have one or not - or someone who already
has a payee may become their own payee. When we find that a
beneficiary needs help managing their Social Security or SSI
benefits, we appoint a Representative Payee for them. Appointed
payees must be interviewed in person, and complete a form at a
Social Security office. There, the appointed payee will need their
social security number, proof of identification (like a driver's
license), as well as the name and contact information of the
beneficiary's doctor. If, on the other hand, a beneficiary wants to
obtain a payee, or wants to change their current payee, the
potential payee must be interviewed in person, and complete a
form at a Social Security office. Again, the potential payee will need
their social security number, proof of identification, as well as the
name and contact information of the beneficiary's doctor. In
addition, although a potential payee may have 'power of attorney,'
Social Security does not recognize 'power of attorney' for purposes
of managing benefit payments. Finally, if you want to become your
OWN payee, you need to show evidence (a doctor's statement, for
example) that you're now able to handle your money yourself.

initial

^

mm2200_ini_02

<1000ms silence>

initial

If office_hours=true

mm2200_ini_03

To hear that again, say 'Repeat That.' If you'd like to hear the other
'Representative Payee' options again, say 'Payee Options.' To find
the location of a field office in your area, say 'Find an Office.' Or, to
talk to a Social Security representative about the program, say
'Agent.' Otherwise, to go back to the main menu, just say 'I'm
Finished.'

initial

Else (office_hours=false)

mm2200_ini_04

To hear that again, say 'Repeat That.' If you'd like to hear the other
'Representative Payee' options again, say 'Payee Options.' Or, to
find the location of a field office in your area, say 'Find an Office.'
Otherwise, to go back to the main menu, just say 'I'm Finished.'

reprompt

(after
disconfirmation)

mm2200_ree_01

To hear the information again, say 'Repeat That.' If you'd like to
hear the other 'Representative Payee' options again, say 'Payee
Options.' To find the location of a field office in your area, say 'Find
an Office.' Or, to talk to a Social Security representative about the
program, say 'Agent.' Otherwise, to go back to the main menu, just

Nuance Communications

If office_hours=true

Social Security Administration
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December 5, 2011

say 'I'm Finished.'
reprompt

^

Else
mm2200_ree_02
(office_hours=false)

To hear the information again, say 'Repeat That.' If you'd like to
hear the other 'Representative Payee' options again, say 'Payee
Options.' Or, to find the location of a field office in your area, say
'Find an Office.' Otherwise, to go back to the main menu, just say
'I'm Finished.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

repeat, repeat that
// repeat

1

Never

?hear ?the ?representative ?payee options ?again
// payee_options

2

If Necessary

(find an office), (?find ?a ?field office ?location), (?find ?the? ?(location
of a) ?field office)
// office

3

If Necessary

?(i'm) (finished done)
// finished

4

If Necessary

Actions
Option

Condition

Action

Transition

finished

Always

Prompt : [mm2200_out_01]
All right.

goto : mm0200_SFToggle_DS

payee_options

Always

Prompt : [mm2200_out_02]
Sure. Here are those options again...

goto : mm2100_RepPayeeMenu_DM

office

Always

Assign : current_task =field_office_locator

--

^

^

Prompt : [mm2200_out_03]
Sure.

goto :
mm0320_FieldOfficeLocator_SD

Confirmation Prompts
Option

Condition

Name

finished

Always

mm2200_cnf_ini_ Sounds like you're finished with Payee Information.
01

Wording

payee_option Always
s

mm2200_cnf_ini_ You'd like to choose another payee option.
02

office

Always

mm2200_cnf_ini_ You'd like to find a field office location.
03

--

Always

gl_cnf_ini_02

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm2200_nm1_01]
Let's try again. You can say 'Repeat That' or
press 1, 'Payee Options' or press 2, 'Office
Locations' or press 3, or if you're finished, just
say 'I'm Finished' or press 4.

Re-Recognition :

nomatch 2

If office_hours=true

Prompt : [mm2200_nm2_01]
Re-Recognition :
Sorry. To hear the information again, press 1.
To choose another payee option, press 2. To
find a field office in your area, press 3. If you're
finished, press 4. Or, to speak to someone now,
press 0.

nomatch 2

Else (office_hours=false)

Prompt : [mm2200_nm2_02]

Nuance Communications

Social Security Administration
CONFIDENTIAL

Re-Recognition :

Page 143 of 362

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Sorry, I still didn't get it. To hear the information
again, press 1. To choose another payee
option, press 2. To find a field office in your
area, press 3. Or, If you're finished, press 4.
nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

Always

Prompt : [mm2200_ni1_01]
Re-Recognition :
To hear the information again, say 'Repeat
That' or press 1. To choose another payee
option, say 'Payee Options' or press 2. To find a
field office in your area, say 'Office Locations' or
press 3. Or, If you're finished, just say 'I'm
Finished' or press 4.

noinput 2

If office_hours=true

Prompt : [mm2200_ni2_01]
Re-Recognition :
Sorry. To hear the information again, press 1.
To choose another payee option, press 2. To
find a field office in your area, press 3. If you're
finished, press 4. Or, to speak to someone now,
press 0.

noinput 2

Else (office_hours=false)

Prompt : [mm2200_ni2_02]
Sorry. To hear the information again, press 1.
To choose another payee option, press 2. To
find a field office in your area, press 3. Or, If
you're finished, press 4.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Commands: State-Specific Behavior
Type

Condition

Action

Transition

repeat

--

Prompt : [mm2200_repeat_01]
Sure.

Re-Recognition : Reprompt

Commands: Confirmations
See 1.2 Global Commands

Commands: Grammar
Sample Expressions

DTMF

Command

Confirm

repeat that, repeat

1

repeat

Never

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm2210_PayeeMisuse_DM
CustomContext Recognition
Plays information about how to report misuse and offers options to hear it again, hear the payee options again, speak with an agent, or continue
in the IVR.
Entering From
mm2100_RepPayeeMenu_DM

Initial Prompts

Nuance Communications

Social Security Administration
CONFIDENTIAL

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December 5, 2011

Type

Condition

Name

Wording

initial

Always

mm2210_ini_01

If you suspect your payee is misusing your benefits, you should
contact the hotline for the Office of the Inspector General -- or OIG.
They will ensure that proper action is taken. The phone number for
the OIG is: 1-800-269-0271. Again, that's 1-800-269-0271. Their
office hours are Monday through Friday, 10 AM to 4 PM Eastern
Time. You can also look on the Web, at 'social security dot G O V,
slash-O I G.'

initial

^

mm2210_ini_02

<1000ms silence>

initial

If office_hours=true

mm2210_ini_03

To hear that again, say 'Repeat That.' If you'd like to hear the other
'Representative Payee' options again, say 'Payee Options.' Or, to
talk to a Social Security representative about the program, say
'Agent.' Otherwise, to go back to the main menu, just say 'I'm
Finished.'

initial

Else (office_hopurs=false)

mm2210_ini_04

To hear that again, say 'Repeat That.' Or, to hear the other
'Representative Payee' options again, say 'Payee Options.'
Otherwise, to go back to the main menu, just say 'I'm Finished.'

reprompt

(after
disconfirmation)

If office_hours=true

mm2210_ree_01

To hear the information again, say 'Repeat That.' If you'd like to
hear the other 'Representative Payee' options again, say 'Payee
Options.' Or, to talk to a Social Security representative about the
program, say 'Agent.' Otherwise, to go back to the main menu, just
say 'I'm Finished.'

reprompt

^

Else
mm2210_ree_02
(office_hours=false)

To hear the information again, say 'Repeat That.' Or, to hear the
other 'Representative Payee' options again, say 'Payee Options.'
Otherwise, to go back to the main menu, just say 'I'm Finished.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

repeat, repeat that
// repeat

1

Never

?hear ?the ?representative ?payee options ?again
// payee_options

2

If Necessary

?(i'm) (finished done)
// finished

3

If Necessary

Actions
Option

Condition

Action

Transition

finished

Always

Prompt : [mm2210_out_01]
All right.

goto : mm0210_SFMainMenu_DM

payee_options

Always

Prompt : [mm2210_out_02]
Sure. Here are those options again...

goto : mm2100_RepPayeeMenu_DM

Confirmation Prompts
Option

Condition

Name

Wording

finished

Always

mm2210_cnf_ini_ Sounds like you're finished with Payee Information.
01

payee_option Always
s

mm2210_cnf_ini_ You want to choose another payee option.
02

--

gl_cnf_ini_02

Always

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type
nomatch 1

Condition

Action

Transition

Always

Prompt : [mm2210_nm1_01]
Let's try again. You can say 'Repeat That' or

Re-Recognition :

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press 1, 'Payee Options' or press 2, or if you're
finished, just say 'I'm Finished' or press 3.
nomatch 2

If office_hours=true

Prompt : [mm2210_nm2_01]
Re-Recognition :
Sorry. To hear the information about reporting
a misuse of benefits again, press 1. To choose
another payee option, press 2. If you're
finished, press 3. Or, to speak to someone now,
press 0.

nomatch 2

Else (office_hours=false)

Prompt : [mm2210_nm2_02]
Re-Recognition :
Sorry, I still didn't get it. To hear the information
about reporting a misuse of benefits again,
press 1. To choose another payee option, press
2. Or, If you're finished, press 3.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

Always

Prompt : [mm2210_ni1_01]
To hear the information again, say 'Repeat
That' or press 1. To choose another payee
option, say 'Payee Options' or press 2. Or, If
you're finished, just say 'I'm Finished' or press
3.

Re-Recognition :

noinput 2

If office_hours=true

Prompt : [mm2210_ni2_01]
Re-Recognition :
Sorry. To hear the information about reporting a
misuse of benefits again, press 1. To choose
another payee option, press 2. If you're
finished, press 3. Or, to speak to someone now,
press 0.

noinput 2

Else (office_hours=false)

Prompt : [mm2210_ni2_02]
Re-Recognition :
Sorry. To hear the information about reporting a
misuse of benefits again, press 1. To choose
another payee option, press 2. Or, If you're
finished, press 3.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Commands: State-Specific Behavior
Type

Condition

Action

Transition

repeat

--

Prompt : [mm2210_repeat_01]
Sure.

Re-Recognition : Reprompt

Commands: Confirmations
See 1.2 Global Commands

Commands: Grammar
Sample Expressions

DTMF

Command

Confirm

repeat that, repeat

1

repeat

Never

Config Parameters
Parameter

Value

--

--

Developer Notes
--

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mm2300_FormsGeneral_DM
CustomContext Recognition
Asks callers if they need a 1099, a proof of income statement, an earnings statement, or something else.
Entering From
mm0210_SFMainMenu_DM, mm0900_BenefitsMoreOptions_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm2300_ini_01

Which of these forms are you calling about - a '1099' (or 'Benefits
Statement'), 'Proof of Income,' an 'Earnings Statement,' or
'Something Else?'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

?(?form 1099) (?tax benefits statement), (?form 1099)
// benefits_statement

1

If Necessary

proof of income ?[letter form], benefits verification ?[letter form]
// benefits_verification

2

If Necessary

earnings [statement form]
// earnings_statement

3

If Necessary

?it's something else
// something_else

4

If Necessary

Actions
Option

Condition

Action

Transition

benefits_statement

Always

Assign : current_task =benefits_statement

--

^

^

Prompt : [mm2300_out_01]
All right. Benefits Statement.

goto :
mm0525_BenefitsStatementKBA_DS

proof_of_income

Always

Assign : current_task =benefits_verification

--

^

^

Prompt : [mm2300_out_02]
All right. Proof of Income.

goto : mm0500_BEVEKBA_DS

earnings_statement

Always

Prompt : [mm2300_out_03]
All right.

goto : mm2400_EarningsMenu_DM

something_else

Always

Prompt : [mm2300_out_04]
Okay.

goto : mm3000_ABRStatus_DS

Confirmation Prompts
Option

Condition

Name

Wording

benefits_stat Always
ement

mm2300_cnf_ini_ You'd like a replacement Form 1099 benefits statement, right?
01

proof_of_inco Always
me

mm2300_cnf_ini_ You need a proof of income document that's not for your tax return,
02
right?

earnings_stat Always
ement

mm2300_cnf_ini_ You need an earnings statement, right?
03

something_el Always
se

mm2300_cnf_ini_ You'd like help with something other than a Form 1099, a proof of
04
income document, or an earnings statement. Is that right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm2300_nm1_01]

Re-Recognition :

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Let's try again. You can say 'Benefits
Statement' or press 1; 'Proof of Income' or
press 2; 'Earnings Statement' or 3, or say 'It's
Something Else' or press 4.
nomatch 2

^

Prompt : [mm2300_nm2_01]
Re-Recognition :
Sorry. If you need a replacement Form 1099
benefits statement for filing your tax return,
press 1. If you need a document of your
income for anything other than your tax return,
press 2. If you need an earnings statement,
press 3. For anything else, press 4.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm2300_ni1_01]
Re-Recognition :
If you need a replacement benefits statement
for filing your tax return, or a Form 1099, say
'benefits statement' or press 1. For a document
of your income for anything other than your tax
return, say 'proof of income' or press 2. For an
earnings statement, say 'earnings statement' or
press 3. If you need something else, say 'it's
something else' or press 4.

noinput 2

^

Prompt : [mm2300_ni2_01]
Sorry. If you need a replacement Form 1099
benefits statement for filing your tax return,
press 1. If you need a document of your
income for anything other than a tax return,
press 2. For an earnings statement, press 3.
For anything else, press 4.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm2400_EarningsMenu_DM
CustomContext Recognition
Presents seven earnings options - new statement, proof of income letter, information on why caller has received an earnings statement,
information on how the caller's address has been determined, information on the earnings statement, an option to hear all the information
options, and an option for 'something else'.
Entering From
mm0900_BenefitsMoreOptions_DM, mm2300_FormsGeneral_DM, mm0050_EntryRouting_DS

Initial Prompts
Type

Condition

Nuance Communications

Name

Wording

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initial

Always

mm2400_ini_01

There are different forms used to send your earnings information.
Information about BENEFIT PAYMENTS you received this year
and last year is sent on Internal Revenue Service form '1099.'
Information about your past earnings, along with estimates of
FUTURE Social Security benefits, in your 'Earning Statement,'
which you receive every three years. And Proof of Income or
benefits verification is sent in a letter from Social Security.

initial

^

mm2400_ini_02

<1000ms silence>

initial

^

mm2400_ini_03

Which would you like - your '1099' benefits statement, your
'EARNINGS Statement,' or a 'Proof of Income' letter?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

1099, benefits statement
// benefits_statement

1

If Necessary

earnings statement
// earnings_statement

2

If Necessary

proof of income ?[letter form], benefits verification ?[letter form]
// proof_of_income

3

If Necessary

?it's something else
// something_else

4

If Necessary

Actions
Option

Condition

Action

Transition

benefits_statement

Always

Assign : current_task =benefits_statement

--

^

^

Prompt : [mm2400_out_01]
Sure.

goto :
mm0525_BenefitsStatementKBA_DS

earnings_statement

Always

Assign : current_task =transcription_7004

--

^

^

Prompt : [mm2400_out_02]
Sure.

goto :
mm0545_TranscriptionKBA_DS

proof_of_income

Always

Assign : current_task =benefits_verification

--

^

^

Prompt : [mm2400_out_03]
Okay. Proof Of Income.

goto : mm0500_BEVEKBA_DS

something_else

Always

Prompt : [mm2400_out_04]
Okay.

goto : mm3000_ABRStatus_DS

Confirmation Prompts
Option

Condition

Name

Wording

benefits_stat Always
ement

mm2400_cnf_ini_ You'd like a copy of your 1099 benefits statement.
01

earnings_stat Always
ement

mm2400_cnf_ini_ You'd like a copy of your earnings statement.
02

proof_of_inco Always
me

mm2400_cnf_ini_ You need a proof of income letter.
03

something_el Always
se

mm2400_cnf_ini_ You'd like help with something else.
04

--

gl_cnf_ini_02

Always

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [mm2400_nm1_01]
Let's try again. You can say '1099' or press 1,

Re-Recognition :

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'Earnings Statement' or press 2, 'Proof of
Income' or 3, or for anything else, say 'It's
Something Else' or press 4.
nomatch 2

^

Prompt : [mm2400_nm2_01]
Re-Recognition :
Sorry. To get a copy of your '1099' benefits
statement, press 1. For an earnings Statement,
press 2. For a Proof of Income letter, press 3.
Or, for anything else, press 4.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

noinput 1

^

Prompt : [mm2400_ni1_01]
Re-Recognition :
To get a copy of your '1099' benefits statement,
say '1099' or press 1. For an earnings
Statement, say 'Earnings Statement' or press 2.
For a Proof of Income letter, say 'Proof of
Income, or press 3. Or, for anything else, say
It's Something Else' or press 4.

noinput 2

^

Prompt : [mm2400_ni2_01]
Re-Recognition :
Sorry. To get a copy of your '1099' benefits
statement, press 1. For an earnings Statement,
press 2. For a Proof of Income letter, press 3.
Or, for anything else, press 4.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm3000_ABRStatus_DS
Decision
Checks the value of the abr variable.
Entering From
mm0210_SFMainMenu_DM, mm0800_BenefitsApplicationMenu_DM, mm0900_BenefitsMoreOptions_DM,
mm1100_SocialSecurityCardsMenu_DM, mm1300_WhichCard_DM, mm1430_SocialSecurityCardMenu_DM,
mm1700_MedicareApplyMenu_DM, mm1800_SSIMenu_DM, mm1910_LatePaymentMenu_DM, mm2010_BenefitsEarnings_DM,
mm2030_OtherQuestions_DM, mm2040_FutureBenefits_DM, mm2100_RepPayeeMenu_DM, mm2300_FormsGeneral_DM,
mm2400_EarningsMenu_DM, mm0505_BEVE_SD, mm0520_ApplicationStatus_SD, mm0310_ChangeOfAddress_SD,
mm0320_FieldOfficeLocator_SD, mm0330_DirectDeposit_SD, mm0530_BenefitsStatement_SD, mm0910_UpdatePersonalInfo_DM,
mm1110_UpdatePersonalInfo_DM, mm0550_Transcription_SD, mm0810_ApplicationStatusQuestion_DM, mm1210_InternetAddress_DM,
mm0545_TranscriptionKBA_DS, mm1730_MedicareDrugQuestion_DM, mm0565_MRC_SD, mm1105_MedicareCardsMenu_DM,
mm0610_BackoffOtherOptionsMenu_DM, mm0125_ABRStatus_DS, mm0450_EmploymentDisambig_DM, mm0440_DisabilityDisambig_DM,
mm0470_ReplacementDisambig_DM

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Actions
Condition

Action

Transition

If abr=1 (no agents)

--

goto : mm3020_ProcessTransfer_DS

Elseif abr=2
(screen_pop)

If office_hours=true

Assign : current_task =screen_pop

goto : mm3002_PingHost_DB

^

Else
(office_hours=false)

--

goto : mm3020_ProcessTransfer_DS

Elseif abr=3
(screen_splash)

If office_hours=true

Assign : current_task =screen_splash

goto : mm3002_PingHost_DB

^

Else
(office_hours=false)

--

goto : mm3020_ProcessTransfer_DS

Elseif abr=4 (immediate transfer)

--

goto : mm3020_ProcessTransfer_DS

Else

--

goto : mm3020_ProcessTransfer_DS

Developer Notes
--

mm3002_PingHost_DB
Data Access
Pings the host database to ensure the host is available.
Entering From
mm3000_ABRStatus_DS

Input parameters
Parameter

Value

processID

Which process to pass the request to. Values are: PING, AUTH, INFO,
AUTHINFO, MI, ENDSESSION, NONE.

requestID

Unique 10 digit ID for the request. 10 zeros, if not used.

timestamp

Transaction timestamp.

version

Version of the xml schema used.

Output parameters
Variable

Description

mm_statusCode

Possible values that can be returned are: 0000=Success, 0151=System
Failure, 0152=Off hour request, and 7777=Validation failure.

mm_statusDescription

Status code text description.

Actions
Condition

Action

Transition

If
Always
mm_statusCode=0000
(success)

--

goto : mm3005_KBAuthentication_SD

Else (failure)

--

goto : mm3020_ProcessTransfer_DS

Always

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

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User Interface Specification

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December 5, 2011

mm3005_KBAuthentication_SD
Subdialog Call
Sub dialogue call to Knowledge Based Authentication.
Entering From
mm3002_PingHost_DB
Dialog called
Proceed to initial node in:

KnowledgeBasedAuthentication

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

Transition

Always

--

goto : mm3020_ProcessTransfer_DS

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

mm3020_ProcessTransfer_DS
Decision
Determines if an agent is available, and if not plays a message that an agent if not available before returning to the main menu.
Entering From
mm3000_ABRStatus_DS, mm3005_KBAuthentication_SD, mm3002_PingHost_DB

Actions
Condition

Action

Transition

If office_hours=true

If abr=1 (no agents)

Prompt : [mm3020_out_01]
goto : mm0200_SFToggle_DS
Normally I'd get an agent to help you but,
unfortunately, no one is available at the
moment. To speak with someone, you'll need to
call back. If you're finished for now, feel free to
hang up. Otherwise,...

^

Else (abr=|=1)

Prompt : [mm3020_out_02]
Hold on while I get someone to help you.

Else
(office_hours=false)

Prompt : [mm3020_out_04]
If
transfer_reason=erro And, unfortunately, our offices are currently
r or failure
closed. To speak with an agent, please call
back during our regular business hours Monday through Friday:

^

Else

Nuance Communications

goto : mm3030_CallTransfer_CX
--

Prompt : [mm3020_out_05]
-Normally I'd get an agent to help you but,
unfortunately, our offices are closed. To speak
with an agent, please call back during our
regular business hours - Monday through
Friday:

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^

If Hawaii

Prompt : [mm3020_out_07]
7 A.M. to 5 P.M.

--

^

If Alaska, Standard
Time

Prompt : [mm3020_out_08]
7 A.M. to 6 P.M.

--

^

If Guam or the
Northern Marianas
Islands

Prompt : [mm3020_out_09]
11 P.M. to 9 A.M.

--

^

If American Samoa

Prompt : [mm3020_out_10]
5 A.M. to 3 P.M.

--

^

Else (if unknown or
any other territory)

Prompt : [mm3020_out_06]
7 A.M. to 7 P.M.

--

^

Always

Prompt : [mm3020_out_03]
goto : mm0200_SFToggle_DS
...except for holidays. If you're finished for now,
feel free to hang up. Otherwise...

Developer Notes
--

mm3030_CallTransfer_CX
Call Transfer
Transfer to an agent.
Entering From
mm3020_ProcessTransfer_DS

Actions
Condition

Action

Transition

If non_national_transfer=true

Comment : go to OCO queue

--

Else (non_national_transfer=false)

Comment : go to N8NN queue

--

Recovery Behavior
See 1.1 Global Recovery Behavior

Config Parameters
Parameter

Value

--

--

Developer Notes
--

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2.2 AddressOSDM Dialog
This module collects an address from a caller. This module is likely to be incorporated into a larger application. NOTE TO CUSTOMER: This
is a packaged application, and both the flow and code can not be altered as it is sold and delivered as a packaged piece of code. We will have
some flexibility in terms of prompt wording (within boundaries, as we don't want to change grammars) and there are some configurable
parameters that we can change from their defaults. Please keep this in mind as you review the document.

ad0100_BranchCollectedZipSet_DS
Decision
Determines if a zip code has already been collected.
Entering From
ad0050_EntryPrompt_DM, ca0330_AddressOSDM_SD, tr0140_AddressOSDM_SD

Actions
Condition

Action

Transition

IF parameter collectedzipcode is not set

--

goto : ad0110_zipcode_DM

IF parameter collectedzipcode is set

--

goto : ad0120_ZipLookup_DB

Developer Notes
--

ad0050_EntryPrompt_DM
CustomContext Recognition
This is a placeholder state that plays an entry prompt and routes the call.
Entering From

-Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

--

--

--

--

Actions
Option

Condition

Action

Transition

--

--

--

goto :
ad0100_BranchCollectedZipSet_DS

Recovery Behavior
See 1.1 Global Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
NOTE: for SSA this DM is bypassed (the intial node is ad0100_BranchCollectedZipSet_DS)

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ad0110_zipcode_DM
ZipCode Recognition
Asks the caller for there zip code.
Entering From
ad0100_BranchCollectedZipSet_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ad0110_ini_01

Then please tell me the 5-digit zip code for the new address now.

reprompt

Always

ad0110_ree_02

Please say or enter the 5 digit ZIP code again.

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

<5-digit string>

If Necessary

Actions
Option

Condition

Action

Transition

zip

Always

Prompt : [ad0110_out_01]
Okay.

goto : ad0120_ZipLookup_DB

Confirmation Prompts
Option

Condition

Name

Wording

--

Always

ad0110_cnf_ini_0 That zip code is...
1

--

--

ad0110_cnf_ini_0
2

--

--

ad0110_cnf_ini_0 Is that right?
3

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [ad0110_ree_03]
Re-Recognition :
Let's try again. Please say or enter your new 5
digit zip code.

nomatch 2

^

Prompt : [ad0110_ree_04]
Re-Recognition :
Sorry. Using your telephone keypad, enter the
new 5 digit ZIP code.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [ad0110_ree_05]
Please say or enter your new 5 digit zip code.

Re-Recognition :

noinput 2

^

Prompt : [ad0110_ree_06]
Re-Recognition :
Sorry. Using your telephone keypad, enter the
new 5 digit ZIP code.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior

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See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
This DM needs to confirm pretty much all the time. In this case use default confirmation prompts. Set confidencelevel to .8 or higher
Alternatively, we might specify a parameter that controls confirmation for this DM alone.
Suppress successprompts and failureprompt.
Please note that as with the behavior of all the other OSDMs the sequence of Retry prompts is as follows:
If caller's utterance is low confidence, play noanswerapologies followed by reprompts.
If caller said "no" after confirmation, play wronganswerapologies followed by reprompts.

ad0120_ZipLookup_DB
Data Access
Looks up street and address grammars associated with collected city/state
Prompts, grammars, and logic are provided for reference only - it is actually a 'black-box' module.
Entering From
ad0110_zipcode_DM, ad0100_BranchCollectedZipSet_DS

Input parameters
Parameter

Value

zipCode

String, five digit zip code

Output parameters
Variable

Description

status_collectaddress_zipcode

'Valid' if zip code is a valid, USPS zip code

citystate_collectaddress_zipcode

String, city and state associated with zip code

Actions
Condition

Action

Transition

IF ZIP is valid

--

goto : ad0140_FullAddress_DM

Else

--

goto : ad0130_ZipLookupErrorPrompt_PP

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

ad0130_ZipLookupErrorPrompt_PP
Simple Play Prompt
Informs the caller of trouble looking up the zip code.
Entering From
ad0120_ZipLookup_DB

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ad0130_ree_01

I'm having trouble looking up that ZIP code.

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Actions
Condition

Action

Transition

Always

--

goto : ad0250_BranchRecordOrNot_DS

Developer Notes
Note: this is the ziplookuperrorprompt or citystatelookuperrorprompt parameter

ad0140_FullAddress_DM
CustomContext Recognition
Following the successful lookup of the city and state associated with the address, as for the street name and number.
Prompts, grammars, and logic are provided for reference only - it is actually a 'black-box' module.
Entering From
ad0120_ZipLookup_DB, ad0220_CheckPreviousConfirmations_DS

Initial Prompts
Type

Condition

Name

Wording

reprompt

Always

ad0140_ree_01

I got the city and state information from your zip code. Now I need
just your street address, PO box or rural route number. For
example, you could say 1 2 3 Main Street West, or PO box 12345.
Go ahead and say your address.

reprompt

Always (After Disconfirmation or from
CheckPreviousConfirmations)

ad0140_ree_02

Please say your address again. For example, you could say 1 24
Belvedere Street or PO Box 1 2 3 4 5. I also understand rural
routes. Go ahead and say your address.

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

a valid street address with optional prefix, suffix and apartment#

--

If Necessary

a rural route number

--

If Necessary

Actions
Option

Condition

Action

Transition

ruralroutenumber

--

Prompt : [ad0140_out_01]
Thanks.

goto :
ad0160_BranchConfirmOrNot_DS

streetnamenumber

IF unit# entered OR
address does not require unit #
OR previously confirmed unit #

Prompt : [ad0140_out_02]
Thanks.

goto :
ad0160_BranchConfirmOrNot_DS

^

Else If street address only was
collected

Prompt : [ad0140_out_03]
And...

goto :
ad0150_SecondaryAddress_DM

Confirmation Prompts
Option

Condition

Name

Always

--

ad0140_cnf_ini_0 I think you said...
1

IF Street
Address

Always

ad0140_cnf_ini_0
3

^

IF address contains pre-directional

ad0140_cnf_ini_0
4

^

IF no prompt available for StreetName

ad0140_cnf_ini_0
5

^

IF address contains post-directional

ad0140_cnf_ini_0
6

Nuance Communications

Wording

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IF Rural
Route

Always

ad0140_cnf_ini_0
7

^

^

ad0140_cnf_ini_0
8

IF PO Box

Always

ad0140_cnf_ini_0
9

^

^

ad0140_cnf_ini_1
0

Always

--

ad0140_cnf_ini_1 Is that correct?
1

Confirmation Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

--

Prompt : [ad0140_cnf_nm1_01]
-Please say Yes or No. You can also say
"repeat that" if you'd like me to read the address
again.

nomatch 2

--

Prompt : [ad0140_cnf_nm2_01]
-Please say Yes or press 1, say No or press 2.,
or say "repeat that" or press 3.

noinput 1

--

Prompt : [ad0140_cnf_ni1_01]
-Sorry, I didn't hear you. Please say Yes or No.
You can also say "Repeat that" if you'd like me
to read the address again.

noinput 2

--

Prompt : [ad0140_cnf_ni2_01]
-Sorry, I still didn't hear you. Please say yes or
no, or to have me read the address back to you,
just say "repeat that"

noinput 3

--

Prompt : [gl_cnf_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

nomatch 3

--

Prompt : [gl_cnf_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [ad0140_ree_03]
Let's try again. What's your address?

Re-Recognition :

nomatch 2

^

Prompt : [ad0140_ree_04]
Sorry. I need your street address or PO box
number. For example, you can say 1 2 4
Belvedere Street or PO Box 1 2 3 4 5. I also
understand rural routes. Please say your
address now.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [ad0140_ree_05]
What's your address?

Re-Recognition :

noinput 2

^

Prompt : [ad0140_ree_06]
Sorry. I need your street address or PO box
number. For example, you can say 1 2 4
Belvedere Street or PO Box 1 2 3 4 5. I also
understand rural routes. Please say your
address now.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]

--

Recovery Behavior

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Social Security Administration
CONFIDENTIAL

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Sorry, we seem to be having trouble.

Commands: State-Specific Behavior
Type

Condition

Action

Transition

repeat

--

Prompt : [ad0140_repeat_01]
Sure.

--

repeat

--

Script : Play
Re-Recognition : Reprompt
default_address_fulladdress_collection_initialpr
ompt2

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ad0150_SecondaryAddress_DM
CustomContext Recognition
Ask if there is a unit or apartment number to be added, and if there is, the caller can say it.
Prompts, grammars, and logic are provided for reference only - it is actually a 'black-box' module.
Entering From
ad0140_FullAddress_DM, ad0220_CheckPreviousConfirmations_DS

Initial Prompts
Type

Condition

Name

Wording

reprompt

Always

ad0150_ree_01

If there's an apartment number or suite number, please say it now.
Otherwise, just say "No Apartment".

reprompt

Always (upon disconfirmation
//if caller says 'no' to confirmation)

ad0150_ree_02

Please say your apartment or unit number again.

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

apartment_,

--

<1350_apartment@CollectAddress If Necessary
_ZipCode apt_>

building_

--

<1350_apartment@CollectAddress If Necessary
_ZipCode bldg_>

floor_

--

<1350_apartment@CollectAddress If Necessary
_ZipCode fl_>

mailstop_

--

<1350_apartment@CollectAddress If Necessary
_ZipCode msc_>

suite_

--

<1350_apartment@CollectAddress If Necessary
_ZipCode ste_>

unit_

--

<1350_apartment@CollectAddress If Necessary
_ZipCode unit_>

no apartment

--

<1350_apartment@CollectAddress If Necessary
_ZipCode no_apt>

Actions
Option

Condition

Nuance Communications

Action

Social Security Administration
CONFIDENTIAL

Transition

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[(apartment), (unit),
(apartment number),
(suite), (building),
(floor), (mailstop)]
or no_apt

or
street
no_apt
confirmed
successful
collection (even
upon 'yes'
confirmation)

December 5, 2011

Prompt : [ad0150_out_01]
Thanks.

goto :
ad0160_BranchConfirmOrNot_DS

Confirmation Prompts
Option

Condition

Name

Wording

--

Always

ad0150_cnf_ini_0 I think you said...
1

apt_,

ad0150_cnf_ini_0 ...apartment ...
5

bldg_

ad0150_cnf_ini_0 ...building ...
6

fl_ --

ad0150_cnf_ini_0 ...floor ...
7

msc_

ad0150_cnf_ini_0 ...mailstop ...
8

ste_

ad0150_cnf_ini_0 ...suite ...
9

unit_

ad0150_cnf_ini_1 ...unit ...
0

no_apt

--

ad0150_cnf_ini_0 ...no apartment...
3

--

Always

ad0150_cnf_ini_0 Is that correct?
4

Confirmation Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

--

Prompt : [ad0150_cnf_nm1_01]
Please say yes or no.

--

nomatch 2

--

Prompt : [ad0150_cnf_nm2_01]
-Please say yes or press one, or say no or press
two.

noinput 1

--

Prompt : [ad0150_cnf_ni1_01]
Sorry..... Please say yes or no.

noinput 2

--

Prompt : [ad0150_cnf_ni2_01]
-(Sorry, but I still didn't get that). Please say yes
or press one, or say no or press 2.

noinput 3

--

Prompt : [gl_cnf_ni3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

nomatch 3

--

Prompt : [gl_cnf_nm3_01]
Sorry, we seem to be having trouble.

goto : mm3000_ABRStatus_DS

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [ad0150_ree_03]
Re-Recognition :
Let's try again. Say or enter your apartment or
unit number. If there isn't any, just say "No
Apartment".

nomatch 2

^

Prompt : [ad0150_ree_04]
Re-Recognition :
Sorry. Using your keypad, enter your
apartment or unit number. If you don't have an
apartment or unit number, just say 'No
Apartment'.

--

Recovery Behavior

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CONFIDENTIAL

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nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [ad0150_ree_05]
Say or enter your apartment or unit number. If
there isn't any, just say "No Apartment".

Re-Recognition :

noinput 2

^

Prompt : [ad0150_ree_06]
Re-Recognition :
Sorry. Using your keypad, enter your
apartment or unit number. If you don't have an
apartment or unit number, just say 'No
Apartment'.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
We will interpret a digit string entry here as the apartment number. On re-entry, do not play the initial prompt. If the caller just says a number
app will automatically append with apartment.

ad0160_BranchConfirmOrNot_DS
Decision
Determines if confirmation is needed and routes accordingly. Value can be chosen depending on customer experience.
Entering From
ad0140_FullAddress_DM, ad0150_SecondaryAddress_DM

Actions
Condition

Action

Transition

overallconfirmation = ALWAYS

--

goto : ad0200_ConfirmFull_DM

overallconfirmation = NEVER

--

goto : ad0240_ExitSuccessPrompts_PP

Developer Notes
--

ad0200_ConfirmFull_DM
YesNo Recognition
Confirm the full address given by the caller.
Prompts, grammars, and logic are provided for reference only - it is actually a 'black-box' module.
Entering From
ad0160_BranchConfirmOrNot_DS

Initial Prompts
Type

Condition

Nuance Communications

Name

Wording

Social Security Administration
CONFIDENTIAL

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reprompt

Always

reprompt

If Street address

reprompt

December 5, 2011

ad0200_ree_01

Let me make sure everything is correct. I have...

Always

TTS Prompt :
[ad0200_ree_02]

^

IF contains predirectional

TTS Prompt :
[ad0200_ree_03]

reprompt

^

IF no prompt for
StreetName

TTS Prompt :
[ad0200_ree_04]

reprompt

^

Always

TTS Prompt :
[ad0200_ree_05]

reprompt

IF Rural Route

Always

TTS Prompt :
[ad0200_ree_07]

reprompt

^

^

TTS Prompt :
[ad0200_ree_08]

reprompt

IF PO Box

Always

TTS Prompt :
[ad0200_ree_09]

reprompt

^

^

TTS Prompt :
[ad0200_ree_10]

reprompt

City

Always

TTS Prompt :
[ad0200_ree_11]

reprompt

State

Always

TTS Prompt :
[ad0200_ree_12]

reprompt

Zip Code

Always

TTS Prompt :
[ad0200_ree_13]

reprompt

Always

Always

ad0200_ree_14

Is that correct?

reprompt

Always

ad0200_ree_15

Again, the address I have is....

reprompt

If Street address

Always

TTS Prompt :
[ad0200_ree_16]

reprompt

^

IF contains predirectional

TTS Prompt :
[ad0200_ree_17]

reprompt

^

IF no prompt for
StreetName

TTS Prompt :
[ad0200_ree_18]

reprompt

^

Always

TTS Prompt :
[ad0200_ree_19]

reprompt

IF Rural Route

Always

TTS Prompt :
[ad0200_ree_21]

reprompt

^

^

TTS Prompt :
[ad0200_ree_22]

reprompt

IF PO Box

Always

TTS Prompt :
[ad0200_ree_23]

reprompt

^

^

TTS Prompt :
[ad0200_ree_24]

reprompt

City

Always

TTS Prompt :
[ad0200_ree_25]

reprompt

State

Always

TTS Prompt :
[ad0200_ree_26]

reprompt

Zip Code

Always

TTS Prompt :
[ad0200_ree_27]

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reprompt

Always

December 5, 2011

Always

ad0200_ree_28

Is that correct?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes, correct, right

1

no, wrong

2

Actions
Option

Condition

Action

Transition

yes

--

--

goto :
ad0240_ExitSuccessPrompts_PP

no

--

Assign : collectaddress_corrections_counter
=increment counter

goto :
ad0210_BranchExceedMaxCorrection
s_DS

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [ad0200_ree_29]
Let's try again... IS that address correct?

Re-Recognition :

nomatch 2

^

Prompt : [ad0200_ree_30]
Re-Recognition :
Sorry. If I got everything right, press 1. If not,
press 2. Or, to hear the address again, press 9.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [ad0200_ree_31]
If I got everything right say 'Yes' or press 1. If
not, say 'No' or press 2. You can also say
'Repeat That' or press 9 to hear the address
again.

Re-Recognition :

noinput 2

^

Prompt : [ad0200_ree_32]
Re-Recognition :
Sorry. If I got everything right, press 1. If not,
press 2. Or, to hear the address again, press 9.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Recovery Behavior

Commands: State-Specific Behavior
Type

Condition

Action

Transition

repeat

--

Prompt : [ad0200_repeat_01]
Sure.

Re-Recognition : Reprompt

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
The reprompt in this state is only played after someone says 'repeat'

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ad0210_BranchExceedMaxCorrections_DS
Decision
Determines if the maximum number of corrections have been reached.
Entering From
ad0200_ConfirmFull_DM

Actions
Condition

Action

Transition

IF corrections <= maxcorrections

--

goto :
ad0220_CheckPreviousConfirmations_DS

Else

--

goto : ad0230_ExitFailurePrompts_PP

Developer Notes
--

ad0220_CheckPreviousConfirmations_DS
Decision
Determines if primary and/or secondary address has already been confirmed and routes accordingly.
Entering From
ad0210_BranchExceedMaxCorrections_DS

Actions
Condition

Action

Transition

If we previously positively confirmed both full
and secondary addresses

--

goto : ad0230_ExitFailurePrompts_PP

If we previously positively confirmed full
address (but not secondary)

--

goto : ad0150_SecondaryAddress_DM

Else (no confirmations have taken place) -- we'll -begin at the beginning.

goto : ad0140_FullAddress_DM

Developer Notes
--

ad0230_ExitFailurePrompts_PP
Simple Play Prompt
Plays a message preparing the caller for transfer to an agent due to trouble understanding them.
Entering From
ad0220_CheckPreviousConfirmations_DS, ad0210_BranchExceedMaxCorrections_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ad0230_out_01

Sorry, I'm having trouble getting this...

Actions
Condition

Action

Transition

Always

--

Return to calling dialog :
ChangeOfAddress
[ca0330_AddressOSDM_SD]
Transcription [tr0140_AddressOSDM_SD]

Developer Notes

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--

ad0240_ExitSuccessPrompts_PP
Simple Play Prompt
Plays a successful exit message to the caller before transferring back to the calling dialogue.
Entering From
ad0160_BranchConfirmOrNot_DS, ad0200_ConfirmFull_DM, ad0250_BranchRecordOrNot_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ad0240_out_01

Got it.

Actions
Condition

Action

Transition

Always

--

Return to calling dialog :
ChangeOfAddress
[ca0330_AddressOSDM_SD]
Transcription [tr0140_AddressOSDM_SD]

Developer Notes
No barge-in
Note: This is the exitsuccessprompts and can be configured by setting this parameter.
The prompts are played as follows: sum the maxcorrections variables. Compare this to the number of nomatches throughout. Choose the highest
of these two values to arrive at N. Play successprompts(N+1). If N>3, play successprompts3

ad0250_BranchRecordOrNot_DS
Decision
Determines if the address needs to be recorded based on the value of the variable 'collectfortranscription'.
Entering From
ad0130_ZipLookupErrorPrompt_PP

Actions
Condition

Action

Transition

IF collectfortranscription = TRUE

--

goto : ad0260_Recording_DM

Else

Assign : collectaddress_exit_reason =Failure

goto : ad0240_ExitSuccessPrompts_PP

Developer Notes
--

ad0260_Recording_DM
CustomContext Recognition
Asks the caller for their full address, including zip code, to be recorded.
Entering From
ad0250_BranchRecordOrNot_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ad0260_ree_01

I don't want to take too much of your time. I'll just record you saying
your address and have someone take it down later. After the beep,
please say your full address, including the zip code.

reprompt

^

ad0260_ree_02

<1000ms silence>

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reprompt

^

December 5, 2011

ad0260_ree_03

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

--

--

--

--

Actions
Option

Condition

Action

Transition

--

Always

Prompt : [ad0260_ree_04]
I've recorded your address.

--

--

--

Assign : collectaddress_exit_reason =Failure

--

Recovery Behavior
See 1.1 Global Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
NOTE: this DM will never be used in the current SSA design.

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User Interface Specification

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December 5, 2011

2.3 BenefitsVerification Dialog
This application allows callers who are currently receiving Social Security benefits to have a benefits verification or proof of income letter
mailed to them. Callers need this letter for various purposes such as applying for a loan or mortgage, assisted housing benefits, and Medicare
health insurance coverage.

bv0100_PingHost_DB
Data Access
Pings the host database to ensure the host is available.
Entering From
mm0505_BEVE_SD

Input parameters
Parameter

Value

processID

Which process to pass the request to. Values are: PING, AUTH, INFO,
AUTHINFO, MI, ENDSESSION, NONE.

requestID

Unique 10 digit ID for the request. 10 zeros, if not used.

timestamp

Transaction timestamp.

version

Version of the xml schema used.

Output parameters
Variable

Description

bv_statusCode

Possible values that can be returned are: 0000=Success, 0151=System
Failure, 0152=Off hour request, and 7777=Validation failure.

bv_statusDescription

Status code text description.

Actions
Condition

Action

Transition

If bv_statusCode=0000 (success)

--

goto : bv0130_KBAuthentication_SD

Else (failure)

Always

Assign : beve_transaction_status =failure

--

^

Return to calling dialog :
If bv_statusCode=0152 Prompt : [bv0100_out_01]
(off hour request)
Sorry, our system is undergoing routine
main [mm0505_BEVE_SD]
maintenance and I'm unable to access your
records at this time. Please try back in the
morning. If you'd like to speak with someone...

^

Else

Prompt : [bv0100_out_02]
Return to calling dialog :
Sorry, I'm having trouble getting access to your main [mm0505_BEVE_SD]
records...

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

bv0130_KBAuthentication_SD
Subdialog Call
Sub dialogue call to 'Knowledge Based Authentication'.
Entering From
bv0100_PingHost_DB

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Dialog called
Proceed to initial node in:

KnowledgeBasedAuthentication

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

Transition

If kba_transaction_status=success

--

goto : bv0210_BEVESuccess_PP

Elseif kba_transaction_status=account_blocked Assign : beve_transaction_status =failure

Return to calling dialog :
main [mm0505_BEVE_SD]

Elseif
kba_transaction_status=attestation_declined

Assign : beve_transaction_status =failure

Return to calling dialog :
main [mm0505_BEVE_SD]

Else (kba_transaction_status=failure)

Assign : beve_transaction_status =failure

Return to calling dialog :
main [mm0505_BEVE_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
The request for the benefits verification letter is processed in authentication (ka0910_QueryKB_DB).

bv0210_BEVESuccess_PP
Simple Play Prompt
Informs the caller how long it will take to receive the request and that it was submitted successfully.
Entering From
bv0130_KBAuthentication_SD

Initial Prompts
Type

Condition

Name

Wording

initial

Always

bv0210_out_01

You should receive your 'Proof of Income' Letter in the mail within
two weeks

Actions
Condition

Action

Transition

Always

--

goto : bv0220_TransactionEnd_PP

Developer Notes
--

bv0220_TransactionEnd_PP
Simple Play Prompt
Gives the caller the option to hang up if they're finished.
Entering From
bv0210_BEVESuccess_PP

Initial Prompts

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Type

Condition

Name

Wording

initial

Always

bv0220_out_01

If you're finished, feel free to hang up. Otherwise...

Actions
Condition

Action

Transition

Always

Assign : beve_transaction_status =success

--

Always

--

Return to calling dialog :
main [mm0505_BEVE_SD]

Developer Notes
--

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User Interface Specification

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December 5, 2011

2.4 ChangeOfAddress Dialog
The Change of Address application allows callers to update their phone number and/or address on file.

ca0100_PingHost_DB
Data Access
Pings the host database to ensure the host is available.
Entering From
mm0310_ChangeOfAddress_SD

Input parameters
Parameter

Value

processID

Which process to pass the request to. Values are: PING, AUTH, INFO,
AUTHINFO, MI, ENDSESSION, NONE.

requestID

Unique 10 digit ID for the request. 10 zeros, if not used.

timestamp

Transaction timestamp.

version

Version of the xml schema used.

Output parameters
Variable

Description

ca_statusCode

Possible values that can be returned are: 0000=Success, 0150=System
Failure-connected but failed for other reasons, 0151=System Failure,
0152=Off hour request, and 7777=Validation failure.

ca_statusDescription

Status code text description.

Actions
Condition

Action

Transition

If ca_statusCode=0000 (success)

--

goto : ca0200_IntroMsg_PP

Else (failure)

Always

Assign : coa_transaction_status =failure

--

^

Return to calling dialog :
If ca_statusCode=0152 Prompt : [ca0100_out_01]
(off hours request)
Sorry, our system is undergoing routine
main [mm0310_ChangeOfAddress_SD]
maintenance and I'm unable to access your
records at this time. Please try back in the
morning. If you'd like to speak with someone...

^

Else

Prompt : [ca0100_out_02]
Return to calling dialog :
Sorry, I'm having trouble getting access to your main [mm0310_ChangeOfAddress_SD]
records...

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

ca0200_IntroMsg_PP
Simple Play Prompt
Introduction prompt for the Change of Address application.
Entering From
ca0100_PingHost_DB

Initial Prompts
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Type

Condition

Name

Wording

initial

Always

ca0200_out_01

To get started, I have a couple of questions...

Actions
Condition

Action

Transition

Always

--

goto : ca0220_ReceivingBenefits_DM

Developer Notes
--

ca0220_ReceivingBenefits_DM
YesNo Recognition
Asks callers whether or not they are receiving benefits.
Entering From
ca0200_IntroMsg_PP

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ca0220_ini_01

Are you receiving retirement, survivor, or disability benefits?

Grammar
Sample Expressions

DTMF

Reco Var/Option

no

2

Never

Confirm

yes, retirement, survivor, disability

1

Never

Actions
Option

Condition

Action

Transition

yes

Always

--

goto : ca0260_CallingAboutSelf_DM

no

Always

--

goto : ca0230_NotEligible_DM

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [ca0220_nm1_01]
Let's try again...ARE you receiving retirement,
survivor, or disability benefits?

Re-Recognition :

nomatch 2

^

Prompt : [ca0220_nm2_01]
Re-Recognition :
Sorry. If you're currently receiving retirement
benefits, survivor benefits, or disability benefits,
press 1. If you are NOT receiving any of those
benefits, press 2.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [ca0220_ni1_01]
If you ARE receiving benefits for retirement,
survivorship, or disability, say 'Yes' or press 1.
If not, say 'No', or press 2.

Re-Recognition :

noinput 2

^

Prompt : [ca0220_ni2_01]
Re-Recognition :
Sorry. If you're currently receiving retirement
benefits, survivor benefits, or disability benefits,
press 1. If you are NOT receiving any of those
benefits, press 2.

noinput 3

Always

Assign : transfer_reason =error

Recovery Behavior

Nuance Communications

Social Security Administration
CONFIDENTIAL

--

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noinput 3

Always

December 5, 2011

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ca0230_NotEligible_DM
CustomContext Recognition
Informs callers that they must be receiving benefits in order to change their address.
Entering From
ca0220_ReceivingBenefits_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ca0230_ini_01

In order to change your address, even with the help of an agent,
you must already be receiving benefits. Otherwise, we don't keep
your address on file. For more details, and tips about what you
CAN do, say 'More Information.' If you're finished, feel free to hang
up. Otherwise, hold on and I'll take you back to the Main Menu...

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

more information

1

If Necessary

Actions
Option

Condition

Action

Transition

more_information

Always

--

goto : ca0240_NotEligibleDetails_DM

Confirmation Prompts
Option

Condition

more_informa Always
tion

Name

Wording

ca0230_cnf_ini_0 You'd like more information, right?
1

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [ca0230_nm1_01]
Let's try again... You can say 'More
Information' or press 1. Otherwise, you can
hang up if you're finished, or hold on and I'll
take you back to the Main Menu...

Re-Recognition :

nomatch 2

Always

Prompt : [ca0230_nm2_01]
Sorry. In order to change your address, you
must ALREADY be receiving benefits. For

Re-Recognition :

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more information, press 1. Otherwise, feel free
to hang up, or just hold on and we'll continue.
nomatch 3

Always

Assign : coa_transaction_status =not_eligible

--

nomatch 3

If office_hours=true

Prompt : [ca0230_nm3_01]
To speak with someone, say 'Agent.'
Otherwise...

Return to calling dialog :
main
[mm0310_ChangeOfAddress_SD]

nomatch 3

Else (office_hours=false)

Prompt : [ca0230_nm3_02]
Let's keep going...

Return to calling dialog :
main
[mm0310_ChangeOfAddress_SD]

noinput 1

Always

Assign : coa_transaction_status =not_eligible

--

noinput 1

If office_hours=true

Prompt : [ca0230_ni1_01]
To speak with someone, say 'Agent.'
Otherwise...

Return to calling dialog :
main
[mm0310_ChangeOfAddress_SD]

noinput 1

Else (office_hours=false)

Prompt : [ca0230_ni1_02]
Let's keep going...

Return to calling dialog :
main
[mm0310_ChangeOfAddress_SD]

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ca0240_NotEligibleDetails_DM
CustomContext Recognition
Provides callers with more information about why they are not eligible to change address.
Entering From
ca0230_NotEligible_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ca0240_ini_01

Sure, here's some more information. You can only change your
address if you're currently receiving Social Security retirement,
disability, or survivor benefit payments. If you're NOT receiving
benefits, the Social Security Administration doesn't keep your
address on file (so even an agent can't do it). In this case, to
change the address where we send your Social Security
statements, you'll need to contact the Internal Revenue Service.
The easiest way to do that is just enter your new address on your
tax return, but if you need to do it sooner, you can use IRS form 88-2-2, which you can get by calling 1-800-829-3676.

initial

^

ca0240_ini_02

<1000ms silence>

initial

^

ca0240_ini_03

Now, do you want to hear that again?

reprompt

Always

ca0240_ree_01

You can only change your address if you're currently receiving
Social Security retirement, disability, or survivor benefit payments.
If you're NOT receiving benefits, the Social Security Administration
doesn't keep your address on file (so even an agent can't do it). In
this case, to change the address where we send your Social
Security statements, you'll need to contact the Internal Revenue

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Service. The easiest way to do that is just enter your new address
on your tax return, but if you need to do it sooner, you can use IRS
form 8-8-2-2, which you can get by calling 1-800-829-3676.
reprompt

^

ca0240_ree_02

<1000ms silence>

reprompt

^

ca0240_ree_03

Now, do you want to hear that again?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes

1

Never

no

2

Never

Actions
Option

Condition

Action

Transition

no

--

Assign : coa_transaction_status =not_eligible

--

^

--

Prompt : [ca0240_out_01]
Return to calling dialog :
All right. If you've APPLIED to receive benefits main
and need to change your address, say 'Agent' [mm0310_ChangeOfAddress_SD]
and we'll help you locate the office that has
your pending claim. If you're finished, feel free
to hang up. Otherwise, just hang on and I'll take
you back to the Main Menu.

yes

Always

Prompt : [ca0240_out_02]
Sure.

Re-Recognition : Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [ca0240_nm1_01]
Let's try again... Would you like to hear that
information again?

Re-Recognition :

nomatch 2

If office_hours=true

Prompt : [ca0240_nm2_01]
Re-Recognition :
Sorry. To hear the information about why I can't
help you change your address again, press 1. If
you don't want to hear it again, press 2. Or, if
you've APPLIED to receive benefits and need
to change your address, press 0 and I'll get
someone to help you.

nomatch 2

Else (office_hours=false)

Prompt : [ca0240_nm2_02]
Re-Recognition :
Sorry. To hear the information about why I can't
help you change your address again, press 1. If
you don't want to hear it again, press 2.

nomatch 3

Always

Assign : coa_transaction_status =not_eligible

--

nomatch 3

If office_hours=true

Prompt : [ca0240_nm3_01]
Sorry we're having trouble. If you've APPLIED
to receive benefits and need to change your
address, press 0 and I'll get someone to help
you. Otherwise,...

Return to calling dialog :
main
[mm0310_ChangeOfAddress_SD]

nomatch 3

Else (office_hours=false)

Prompt : [ca0240_nm3_02]
Sorry we're having trouble. Let's keep going...

Return to calling dialog :
main
[mm0310_ChangeOfAddress_SD]

noinput 1

Always

Prompt : [ca0240_ni1_01]
If you'd like to hear the information again, say
'Yes' or press 1. If not, say 'No' or press 2.

Re-Recognition :

noinput 2

Always

Assign : coa_transaction_status =not_eligible

--

noinput 2

If office_hours=true

Prompt : [ca0240_ni2_01]
Return to calling dialog :
If you've APPLIED to receive benefits and need main
to change your address, press 0 and I'll get
[mm0310_ChangeOfAddress_SD]
someone to help you. Otherwise,...

Recovery Behavior

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noinput 2

Else (office_hours=false)

December 5, 2011

Prompt : [ca0240_ni2_02]
Let's keep going...

Return to calling dialog :
main
[mm0310_ChangeOfAddress_SD]

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ca0260_CallingAboutSelf_DM
YesNo Recognition
Asks callers whether or not they are calling about their own benefits (as opposed to someone else's).
Entering From
ca0220_ReceivingBenefits_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ca0260_ini_01

And, is this change for yourself?

reprompt

(after repeat)

ca0260_ree_01

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

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

no, not mine
// no

2

Never

yes, my own
// yes

1

Never

repeat, repeat that
// repeat

9

Never

Actions
Option

Condition

Action

Transition

no

Always

Assign : coa_transaction_status =not_self

--

^

^

Prompt : [ca0260_out_01]
All right. To change the address of another
person, they'll need to be with you while you
speak with an agent...

Return to calling dialog :
main
[mm0310_ChangeOfAddress_SD]

yes

Always

--

goto : ca0300_KBAuthentication_SD

repeat

Always

Prompt : [ca0260_out_02]
Sure.

Re-Recognition : Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [ca0260_nm1_01]
Let's try again... Is the change you're calling
about for your OWN benefit or payment?

Re-Recognition :

Recovery Behavior

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nomatch 2

^

Prompt : [ca0260_nm2_01]
Sorry. If you're calling about a change that
affects the benefits or payments that YOU
receive, press 1. If you're calling on behalf of
someone else, press 2.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [ca0260_ni1_01]
Re-Recognition :
If the change you'd like to make is for your
OWN benefit or payment, say 'Yes' or press 1.
If you're calling for someone else, say 'No' or
press 2.

noinput 2

^

Prompt : [ca0260_ni2_01]
Sorry. If you're calling about benefits of
payments that YOU receive, press 1. If you're
calling on behalf of someone else, press 2.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ca0300_KBAuthentication_SD
Subdialog Call
Sub dialogue call to the Knowledge Based Authentication module to collect: SSN, name, DOB, POB, and last payment.
Entering From
ca0260_CallingAboutSelf_DM
Dialog called
Proceed to initial node in:

KnowledgeBasedAuthentication

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition
Nuance Communications

Action

Transition
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If kba_transaction_status=success

December 5, 2011

--

goto : ca0310_TypeOfChange_DM

Elseif kba_transaction_status=account_blocked Assign : coa_transaction_status =failure

Return to calling dialog :
main [mm0310_ChangeOfAddress_SD]

Elseif
kba_transaction_status=attestation_declined

Assign : coa_transaction_status =failure

Return to calling dialog :
main [mm0310_ChangeOfAddress_SD]

Else (kba_transaction_status=failure)

Assign : coa_transaction_status =failure

Return to calling dialog :
main [mm0310_ChangeOfAddress_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

ca0310_TypeOfChange_DM
CustomContext Recognition
Asks callers whether they want to change address, phone number, or both.
Entering From
ca0300_KBAuthentication_SD

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ca0310_ini_01

What would you like to change - your 'Address,' your 'Phone
Number,' or 'Both.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

change both, both

3

If Necessary

change my phone number, my phone, phone number

2

If Necessary

change my address, my address, address

1

If Necessary

Actions
Option

Condition

Action

Transition

address

--

Assign : change_what =address

--

^

--

Prompt : [ca0310_out_01]
Okay. Address.

goto :
ca0320_SetAddressParameters_DS

both

--

Assign : change_what =both

--

^

--

Prompt : [ca0310_out_02]
Okay. Let's start with your address...

goto :
ca0320_SetAddressParameters_DS

phone

--

Assign : change_what =phone

--

^

--

Prompt : [ca0310_out_03]
Okay.

goto :
ca0400_RemoveOrChangePhone_D
M

Confirmation Prompts
Option

Condition

Name

address

Always

ca0310_cnf_ini_0 You'd like to change your address, right?
1

phone

Always

ca0310_cnf_ini_0 You'd like to change your phone number, right?
2

both

Always

ca0310_cnf_ini_0 You'd like to change both your address AND your phone number.

Nuance Communications

Wording

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3

Is that right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt : [ca0310_nm1_01]
Re-Recognition :
Let's try again. You can say 'Address' or press
1, 'Phone Number' or press 2, OR say 'Both' or
press 3.

Transition

nomatch 2

^

Prompt : [ca0310_nm2_01]
Re-Recognition :
Sorry. If you'd like to change your address,
press 1. To change your phone number, press
2. If you need to change both your address
AND your phone number, press 3.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [ca0310_ni1_01]
Re-Recognition :
If you're calling to change your address, say
'Address' or press 1. To change your phone
number, say 'Phone Number' or press 2. Or, if
you'd like to change both of them, say 'Both' or
press 3.

noinput 2

^

Prompt : [ca0310_ni2_01]
Re-Recognition :
Sorry. If you'd like to change your address,
press 1. To change your phone number, press
2. Or, if you need to change both your address
AND your phone number, press 3.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ca0320_SetAddressParameters_DS
Decision
Sets parameters needed for entering the address module.
Entering From
ca0310_TypeOfChange_DM

Actions
Condition

Action

Transition

Always

Comment : set parameters before entering

--

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AddressOSDM
^

Assign : collectaddress_entryprompt ='empty'

--

^

Assign : collectaddress_collectedzipcode
='FALSE'

--

^

Assign : collectaddress_overallconfirmation
='ALWAYS'

--

^

Assign : collectaddress_collectfortranscription -='FALSE'

^

Assign : collectaddress_ziplookuperrorprompt -=default_address_ziplookuperrorprompt

^

Assign :
collectaddress_citystatelookuperrorprompt
=default_address_citystatelookuperrorprompt

--

^

Assign : collectaddress_exitsuccessprompt
=default_address_exitsuccessprompt

--

^

--

goto : ca0330_AddressOSDM_SD

Developer Notes
--

ca0330_AddressOSDM_SD
Subdialog Call
Calls the address module.
Entering From
ca0320_SetAddressParameters_DS
Dialog called
Proceed to initial node in:

AddressOSDM

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

success

-If
change_what=address

^

Else
(change_what=both)

failure

Transition
goto : ca0430_COAEffectiveASAP_DM

Prompt : [ca0330_out_01]
Now let's take care of your phone number...

goto : ca0400_RemoveOrChangePhone_DM

Assign : coa_transaction_status =failure

Return to calling dialog :
main [mm0310_ChangeOfAddress_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

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ca0400_RemoveOrChangePhone_DM
CustomContext Recognition
Asks the caller if they want to remove their phone number or change it.
Entering From
ca0310_TypeOfChange_DM, ca0330_AddressOSDM_SD

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ca0400_ini_01

Do you want to 'Change' or 'Remove' your number?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

change, change my number, change phone number
// change

1

If Necessary

remove, remove my number, remove phone number
// remove

2

If Necessary

Actions
Option

Condition

Action

Transition

change

Always

Prompt : [ca0400_out_01]
All right.

goto : ca0410_TypeOfPhone_DM

remove

Always

Prompt : [ca0400_out_02]
All right.

goto :
ca0430_COAEffectiveASAP_DM

Confirmation Prompts
Option

Condition

Name

Wording

change

Always

ca0400_cnf_ini_0 You want to change your phone number, right?
1

remove

Always

ca0400_cnf_ini_0 You want to remove your phone number, right?
2

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [ca0400_nm1_01]
Let's try again... You can say 'Change' phone
number, or press 1, OR say 'Remove' phone
number, or press 2.

Re-Recognition :

nomatch 2

^

Prompt : [ca0400_nm2_01]
Re-Recognition :
Sorry. If you'd like to change your phone
number, press 1. If want to remove your phone
number from our records, press 2.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [ca0400_ni1_01]
Let's try again... You can say 'Change' phone
number, or press 1, OR say 'Remove' phone
number, or press 2.

Re-Recognition :

noinput 2

^

Prompt : [ca0400_ni2_01]
Re-Recognition :
Sorry. If you'd like to change your phone
number, press 1. If want to remove your phone

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number from our records, press 2.
noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ca0410_TypeOfPhone_DM
CustomContext Recognition
Asks callers which phone number to change.
Entering From
ca0400_RemoveOrChangePhone_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ca0410_ini_01

For our records, what type of number is this - 'Home,' 'Work,' 'Cell,'
your 'Attorney's' number, or 'Something Else.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

?[it's (i'm calling about)] [(something else) (a different ?phone
?number)], other

5

Never

?(it's my) [attorney attorney's lawyer lawyer's] ?phone ?number

4

Never

?(it's [my a]) [mobile cell] ?phone ?number

3

Never

?(it's [my a]) [work office business] ?phone ?number

2

Never

?(it's [my a]) home ?phone ?number

1

Never

Actions
Option

Condition

Action

Transition

attorney

--

Assign : phone_type =attorney

goto :
ca0420_CollectPhoneNumber_DM

home

--

Assign : phone_type =home

goto :
ca0420_CollectPhoneNumber_DM

cell

--

Assign : phone_type =cell

goto :
ca0420_CollectPhoneNumber_DM

something_else

--

Assign : phone_type =other

goto :
ca0420_CollectPhoneNumber_DM

work

--

Assign : phone_type =work

goto :
ca0420_CollectPhoneNumber_DM

Condition

Action

Transition

Recovery Behavior
Type

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nomatch 1

Always

Prompt : [ca0410_nm1_01]
Re-Recognition :
Let's try again. You can say 'Home Number' or
press 1, 'Work Number' or press 2, 'Cell
Number' or 3, 'Attorney's Number' or 4, or for
anything else, say 'It's Something Else' or press
5.

nomatch 2

^

Prompt : [ca0410_nm2_01]
Re-Recognition :
Sorry. If it's your HOME phone number, press
1. If it's a WORK phone number, press 2. If it's
your Cell number, press 3. If it's your
ATTORNEY's number, press 4. Or, if it's
anything else, press 5.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [ca0410_ni1_01]
You can say 'Home Number' or press 1, 'Work
Number' or press 2, 'Cell Number' or 3,
'Attorney's Number' or 4, or for anything else,
say 'It's Something Else' or press 5.

Re-Recognition :

noinput 2

^

Prompt : [ca0410_ni2_01]
Re-Recognition :
Sorry. If it's your HOME phone number, press
1. If it's a WORK phone number, press 2. If it's
your Cell number, press 3. If it's your
ATTORNEY's number, press 4. Or, if it's
anything else, press 5.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ca0420_CollectPhoneNumber_DM
Phone Recognition
Asks callers for 10-digit phone number.
Entering From
ca0410_TypeOfPhone_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ca0420_ini_01

And, starting with the area code, what's your new number?

reprompt

(after repeat or disconfirmation)

ca0420_ree_01

Starting with the area code, what's your new telephone number?

Grammar
Sample Expressions

Nuance Communications

DTMF

Social Security Administration
CONFIDENTIAL

Reco Var/Option

Confirm

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<10-digit phone number>

<10-digit string]

Always

repeat, repeat that
// repeat

9

Never

Actions
Option

Condition

Action

Transition

phone_number

Always

Prompt : [ca0420_out_01]
All right.

goto :
ca0430_COAEffectiveASAP_DM

repeat

Always

Prompt : [ca0420_out_02]
Sure.

Re-Recognition : Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

phone_numb Always
er

ca0420_cnf_ini_0 That phone number is...
1

^

Always

ca0420_cnf_ini_0 ...[phone_number].
2

--

Always

gl_cnf_ini_02

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [ca0420_nm1_01]
Let's try again. Please say or enter the new
area code and phone number now.

Re-Recognition :

nomatch 2

^

Prompt : [ca0420_nm2_01]
Sorry. Please enter the new area code and
phone number now.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [ca0420_ni1_01]
Please say or enter the new area code and
phone number now.

Re-Recognition :

noinput 2

^

Prompt : [ca0420_ni2_01]
Sorry. Please enter the new area code and
phone number now.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

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Developer Notes
--

ca0430_COAEffectiveASAP_DM
Date Recognition
Asks caller if they would like the change of address/phone number to be effective as soon as possible.
Entering From
ca0420_CollectPhoneNumber_DM, ca0330_AddressOSDM_SD, ca0400_RemoveOrChangePhone_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ca0430_ini_01

Would you like this change to take effect as soon as possible?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes, yeah, as soon as possible

1

Never

no

2

Never

Actions
Option

Condition

Action

Transition

no

Always

Prompt : [ca0430_out_01]
Okay.

goto : ca0435_EffectiveDate_DM

yes

Always

Assign : effective_date =

--

^

^

Prompt : [ca0430_out_02]
goto :
Great. Hold on while I process this. (It may take ca0440_SendAddressPhone_DB
a few seconds...)

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [ca0430_nm1_01]
Let's try again...Would you like this change to
take effect as soon as possible?

Re-Recognition :

nomatch 2

^

Prompt : [ca0430_nm2_01]
Re-Recognition :
Sorry. If you want the change to take effect as
soon as possible, press 1. Otherwise, press 2,
and I'll get the date you would like the change
to go into effect.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [ca0430_ni1_01]
Re-Recognition :
If you want the change to take effect as soon as
possible say 'Yes' or press 1. If not, say 'No' or
press 2.

noinput 2

^

Prompt : [ca0430_ni2_01]
Re-Recognition :
Sorry. If you want the change to take effect as
soon as possible, press 1. Otherwise, press 2,
and I'll get the date you would like the change
to go into effect.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Recovery Behavior

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Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ca0435_EffectiveDate_DM
CustomContext Recognition
After the caller indicated they don't want their change of address/phone number to take effect asap, asks what date within the next three months
they would like their change of address/phone number to take effect.
Entering From
ca0430_COAEffectiveASAP_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ca0435_ini_01

Tell me the date, within the next three months, that you want the
change to take effect.

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

mm/dd/yyyy, mm/dd, April tenth, April tenth 2011, etc...

4-8 digit string

>

Always

Actions
Option

Condition

Action

Transition

If =>

Assign : effective_date =

--

^

Else ( <

Assign : effective_date =

--

^

Always

Prompt : [ca0435_out_01]
Great. Hold on while I submit this. (It may take
a few seconds...)

goto :
ca0440_SendAddressPhone_DB

Confirmation Prompts
Option

Condition

Name

Always

ca0435_cnf_ini_0 You'd like the change to take effect on...
1

Wording

^

Always

ca0435_cnf_ini_0
2

--

Always

gl_cnf_ini_02

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt : [ca0435_nm1_01]
Re-Recognition :
Let's try again. You can say a month and day
within the next three months, such as April 21st,

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or enter zero four two one.
nomatch 2

^

Prompt : [ca0435_nm2_01]
One more time. Enter the two-digit month and
two-digit day that you want the change to take
effect. For example, for April 21st, enter zero
four two one.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [ca0435_ni1_01]
Re-Recognition :
You can say a month and day within the next
three months, such as April 21st, or enter zero
four two one.

noinput 2

^

Prompt : [ca0435_ni2_01]
Re-Recognition :
Sorry. Enter the two-digit month and two-digit
day that you want the change to take effect.
For example, for April 21st, enter zero four two
one.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
NOTE: the grammar will accept a rolling 90 day range - projecteing into the future - relative to the current date

ca0440_SendAddressPhone_DB
Data Access
Changes address and/or phone number in the backend database.
Entering From
ca0430_COAEffectiveASAP_DM, ca0435_EffectiveDate_DM

Input parameters
Parameter

Value

processID

Which process to pass the request to. Values are: PING, AUTH, INFO,
AUTHINFO, MI, ENDSESSION, NONE.

requestID

Unique 10 digit ID for the request. 10 zeros, if not used.

timestamp

Transaction timestamp.

version

Version of the xml schema used.

actionType

--

ui

Type of user, T for Telephone

addressLine1

Street Address Line 1

addressLine2

Street Address Line 2

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addressLine3

Street Address Line 3

addressLine4

Street Address Line 4

city

City

state

2 character state abbreviation

zip

5 digit zip code

phoneArea

3 digit phone area code

phoneExch

3 digit phone exchange

phoneNum

4 digit phone number

telephoneType

1 character phone type. The available choices are: H (home), W (work),
M (mobile), A (attorney), O (other), D (remove telephone number), and
a space (no change)

effectiveMonth

2-digit string representing the effective month in the format MM. The
months (MM) are in the range of 01 to 12

effectiveDay

2-digit string representing the effective day in the format DD. The days
(DD) are in the range of 01 to 31.

effectiveYear

4-digit string representing the effective year in the format CCYY. The
years (CCYY) should only be current year or the current year plus one.

ani

Output parameters
Variable

Description

ca_statusCode

Possible values that can be returned are: 0000=Success, 0001=data is
valid and processed and the user already has direct deposit, 0002=data
is valid and processed and the user does not have direct deposit,
0150=System Failure-connected but failed for other reasons,
0151=System Failure, 0152=Off hour request, 0508=Block Access,
7777=Validation failure, and 9999=Data is invalid.

ca_statusDescription

Status code text description.

Actions
Condition
If success

Action

Transition

Assign : coa_transaction_status =success

--

Prompt : [ca0440_out_01]
-All set! Your information change has been sent
for processing which may take up to three
business days. As requested...

^

Always

^

Prompt : [ca0440_out_02]
If
effective_date=current ...this change will take effect as soon as
date
possible.

^

Else

Prompt : [ca0440_out_03]
...this change will be effective on...

--

^

^

Prompt : [ca0440_out_04]

--

^

Always

Prompt : [ca0440_out_05]
If you're done, feel free to hang up.
Otherwise...

Return to calling dialog :
main [mm0310_ChangeOfAddress_SD]

Else (failure)

Always

Assign : coa_transaction_status =failure

--

^

Return to calling dialog :
If ca_statusCode=0152 Prompt : [ca0440_out_06]
(off hours request)
Sorry, our system is undergoing routine
main [mm0310_ChangeOfAddress_SD]
maintenance and I'm unable to access your
records at this time. Please try back in the
morning. If you'd like to speak with someone...

^

Else

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--

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Sorry, but I'm having trouble processing this
request.

main [mm0310_ChangeOfAddress_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

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2.5 ClaimStatusRequests Dialog
This module enables callers to be able to check on the status of a claim they have already filed.

cs0100_PingHost_DB
Data Access
Pings the host database to ensure the host is available.
Entering From
mm0520_ApplicationStatus_SD

Input parameters
Parameter

Value

processID

Which process to pass the request to. Values are: PING, AUTH, INFO,
AUTHINFO, MI, ENDSESSION, NONE.

requestID

Unique 10 digit ID for the request. 10 zeros, if not used.

timestamp

Transaction timestamp.

version

Version of the xml schema used.

Output parameters
Variable

Description

cs_statusCode

Possible values that can be returned are: 0000=Success, 0151=System
Failure, 0152=Off hour request, and 7777=Validation failure.

cd_statusDescription

Status code text description.

Actions
Condition

Action

Transition

If cs_statusCode=0000 Always
(success)

--

goto : cs0110_KBAuthentication_SD

Else (failure)

Always

Assign : claims_transaction_status =failure

--

^

Prompt : [cs0100_out_01]
Return to calling dialog :
If
cs_statusCode=0152 Sorry, our system is undergoing routine
main [mm0520_ApplicationStatus_SD]
(off hours request)
maintenance and I'm unable to access your
records at this time. Please try back in the
morning. If you'd like to speak with someone...

^

Else

Prompt : [cs0100_out_02]
Return to calling dialog :
Sorry, I'm having trouble getting access to your main [mm0520_ApplicationStatus_SD]
records...

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

cs0110_KBAuthentication_SD
Subdialog Call
Sub dialogue call to 'Knowledge Based Authentication' to get caller's SSN and DOB.
Entering From
cs0100_PingHost_DB
Dialog called

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Proceed to initial node in:

December 5, 2011

KnowledgeBasedAuthentication

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

Transition

If kba_transaction_status=success

--

goto : cs0120_ConfirmationNumber_DM

Elseif kba_transaction_status=account_blocked Assign : claims_transaction_status =failure

Return to calling dialog :
main [mm0520_ApplicationStatus_SD]

Elseif
kba_transaction_status=attestation_declined

Assign : claims_transaction_status =failure

Return to calling dialog :
main [mm0520_ApplicationStatus_SD]

Else (kba_transaction_status=failure)

Assign : claims_transaction_status =failure

Return to calling dialog :
main [mm0520_ApplicationStatus_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

cs0120_ConfirmationNumber_DM
Digits Recognition
Asks the caller for the confirmation number of the claim.
Entering From
cs0110_KBAuthentication_SD, cs0240_OneClaimEnd_DM, cs0250_MultiClaimEnd_DM, cs0260_NoStatusEnd_DM,
cs0270_MultiLastClaimEnd_DM

Initial Prompts
Type

Condition

Name

Wording

initial

If confirmation_number_first_entry=true

cs0120_ini_01

Now, let's look up your claim. When you first submitted your claim,
you should have received an 8-digit confirmation number. Please
say or enter your confirmation number now, or say "I Don't Have It.'

initial

Else
(confirmation_number_first_entry=false)

cs0120_ini_02

What's the confirmation number for the next claim?

reprompt

(after repeat or disconfirmation)

cs0120_ree_01

Say or enter your confirmation number, or say "I Don't Have It.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

<8-digit string>

>

Always

dont_have

1

Always

repeat, repeat that

9

Never

Actions
Option

Condition

confirmation_number_first_entry =false
=true

^

Always

Assign : confirmation_number =

^

^

Prompt : [cs0120_out_01]
Great. Thanks.

goto : cs0200_ClaimsRetrieval_DB

dont_have

Always

Assign : claims_transaction_status
=no_confirmation_number

--

^

^

Prompt : [cs0120_out_02]
All right.

Return to calling dialog :
main
[mm0520_ApplicationStatus_SD]

repeat

Always

Prompt : [cs0120_out_03]
Sure.

Re-Recognition : Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

cs0120_cnf_ini_01 Just to make sure, your confirmation number is...

^

Always

cs0120_cnf_ini_02 ....

^

Always

cs0120_cnf_ini_03 Right?

dont_have

Always

cs0120_cnf_ini_04 You don't HAVE your confirmation number, right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [cs0120_nm1_01]
WHAT'S your confirmation number?

Re-Recognition :

nomatch 2

^

Prompt : [cs0120_nm2_01]
Re-Recognition :
Sorry. If you don't have a confirmation number
for your claim application, press 1. Otherwise,
please enter the 8-digit number now.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [cs0120_ni1_01]
Re-Recognition :
When you submitted your claim application, you
should have received an 8-digit confirmation
number. Please say or enter it now. If you
don't have it, say 'I Don't Have It' or press 1.

noinput 2

^

Prompt : [cs0120_ni2_01]
Re-Recognition :
Sorry. If you don't have a confirmation number
for your claim application, press 1. Otherwise,
please enter the 8-digit number now.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Transition

Commands: State-Specific Behavior
Type

Condition

Action

StartOver

--

Assign : confirmation_number_first_entry =true --

StartOver

--

Prompt : [gl_StartOver_01]
All right. Main Menu.

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Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
The variable confirmation_number_first_entry gets reset to 'true' upon a return to main menu.

cs0200_ClaimsRetrieval_DB
Data Access
This is a database query to retrieve the claim(s) associated with the caller's confirmation number. There can be up to 3 associated claims found,
but it is most common to have just one.
Entering From
cs0120_ConfirmationNumber_DM

Input parameters
Parameter

Value

processID

Which process to pass the request to. Values are: PING, AUTH, INFO,
AUTHINFO, MI, ENDSESSION, NONE.

requestID

Unique 10 digit ID for the request. 10 zeros, if not used.

timestamp

Transaction timestamp.

version

Version of the xml schema used.

actionType

--

ui

Type of user, T for Telephone

confNumber

8 digit confirmation number

ani

Caller's 10 digit ANI. All zeros if unavailable.

Output parameters
Variable

Description

cs_statusCode

Possible values that can be returned are: 0000=Success, 0150=System
Failure-connected but failed for other reasons, 0151=System Failure,
0152=Off hour request, 0508=Block Access, 7777=Validation failure,
8888=Not authenticated/authorized, and 9999=Data is invalid.

cs_statusDescription

Status code text description.

cs_claimType

2 character claim type:
10 (Retirement Benefits)
11 (Hospital Insurance Only)
20 (Disability Benefits)
31 (Widow's or Widower's Insurance Benefits)
32 (Mother's or Father's Benefits)
33 (Child's Insurance Benefits – Survivor)
34 (Parent's Benefits)
36 (Widow's or Widower's Insurance Benefits)
41 (Wife's or Husband's Insurance Benefits)
42 (Spouse With Child in Care Benefits)
43 (Child's Insurance Benefits – Life)
46 (Wife's or Husband's Insurance Benefits)
47 (Widow's or Widower's Insurance Benefit)
48 (Childhood Disability Benefits)
49 (Student Benefits)

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50 (Hospital Insurance)
60 (Lump Sum Death Payments)
70 (Benefits at Age 72 for Uninsured Individuals)
80 (Health Insurance Benefits Under Medicare for Individuals with
Chronic Renal Disease)
cs_claimStatus

1 character status: A (Adjudicated) or P (Pending)

cs_pendingIssues

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

cs_toDDS

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

cs_reconDecReq

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

cs_fedRevDec

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

cs_inOHA

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

cs_age

Proof of age pending.

cs_ammendedApp

Amended application pending.

cs_citizen

Proof of citizenship pending.

cs_nhNameChange

Proof of number holder name change pending.

cs_claimantNameChange

Proof of claimant name change pending.

cs_earnings

Proof of earnings pending.

cs_lawfulPresence

Proof of lawful presence pending.

cs_marriage

Proof of marriage pending.

cs_military

Proof of military service pending.

cs_specialWage

Proof of special wages pending.

cs_death

Proof of death pending.

cs_relationship

Proof of relationship pending.

cs_support

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

cs_endStateRenal

Proof of End Stage Renal Disease pending.

cs_schoolAttend

Proof of full-time school attendance pending.

cs_attorneyRep

Proof of attorney representation pending.

cs_foreignBenefits

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

cs_hearingRequest

Request for hearing pending.

cs_reconRequest

Request for reconsideration pending.

cs_cause

Proof of good cause for filing late appeal request pending.

cs_medicalRecon

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

cs_medicalHearing

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

cs_fedRevReq

Request for Federal Reviewing Official Review pending.

Actions
Condition

Action

Transition

If cs_statusCode=0000 If > 1 claim
(success)

--

goto : cs0210_WhichClaim_DM

^

--

goto : cs0220_ClaimStatusMsg_PP

Elseif 1 claim

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^

Else (0 claims)

Assign : claims_transaction_status
=no_application

--

^

^

Prompt : [cs0200_out_01]
goto : cs0260_NoStatusEnd_DM
Hmmm... I couldn't find a claim with that
confirmation number... There are a number of
reasons why this might have happened. If you
filed your claim just a few days ago, it might not
be available yet, and you might want to wait a
few days and call back.

Else (failure)

Always

Assign : claims_transaction_status =failure

^

Prompt : [cs0200_out_02]
Return to calling dialog :
If
cs_statusCode=0152 Sorry, our system is undergoing routine
main [mm0520_ApplicationStatus_SD]
(off hours request)
maintenance and I'm unable to access your
records at this time. Please try back in the
morning. If you'd like to speak with someone...

^

Else

--

Prompt : [cs0200_out_03]
Return to calling dialog :
Sorry, I'm having trouble getting access to your main [mm0520_ApplicationStatus_SD]
records...

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

cs0210_WhichClaim_DM
YesNo Recognition
Since multiple claims were found, this dialogue module asks the caller which claim they would like to hear the status of.
Entering From
cs0200_ClaimsRetrieval_DB, cs0210_WhichClaim_DM, cs0250_MultiClaimEnd_DM, cs0270_MultiLastClaimEnd_DM

Initial Prompts
Type

Condition

Name

Wording

initial

If current_claim=1 AND num_claims=2

cs0210_ini_01

I found two claims for that confirmation number. I'll read them one
at a time.

initial

Elseif current_claim=1 AND num_claims=3 cs0210_ini_02

I found three claims for that confirmation number. I'll read them one
at a time.

initial

Always

cs0210_ini_03

<500ms silence>

initial

If current_claim=1

cs0210_ini_04

The first claim is for...

initial

Elsif current_claim=2 AND num_claims=2 cs0210_ini_05

The other claim is for...

initial

Elseif current_claim=2 AND num_claims=3 cs0210_ini_06

The next claim is for...

initial

Else (current_claim=3 AND
num_claims=3)

cs0210_ini_07

The last claim is for...

initial

If =10

cs0210_ini_08

Retirement Benefits.

initial

Elseif =11

cs0210_ini_09

Hospital Insurance Only.

initial

Elseif =20

cs0210_ini_10

Disability Benefits.

initial

Elseif =31 OR 36 OR 47

cs0210_ini_11

Widowed Spouse's Insurance Benefits.

initial

Elseif =32

cs0210_ini_12

Mother's or Father's Benefits.

initial

Elseif =33

cs0210_ini_13

Child's 'Survivor' Insurance Benefits.

initial

Elseif =34

cs0210_ini_14

Parent's Benefits.

initial

Elseif =41 OR 46

cs0210_ini_15

Wife's or Husband's Insurance Benefits.

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initial

Elseif =42

cs0210_ini_16

Spouse With Child in Care Benefits.

initial

Elseif =43

cs0210_ini_17

Child's 'Life' Insurance Benefits.

initial

Elseif =48

cs0210_ini_18

Childhood Disability Benefits.

initial

Elseif =49

cs0210_ini_19

Student Benefits.

initial

Elseif =50

cs0210_ini_20

Hospital Insurance.

initial

Elseif =60

cs0210_ini_21

Lump Sum Death Payments.

initial

Elseif =70

cs0210_ini_22

Benefits at Age 72 for Uninsured Individuals.

initial

Elseif =80

cs0210_ini_23

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

initial

Always

cs0210_ini_24

<1000ms silence>

initial

If current_claim=1

cs0210_ini_25

Is that the claim you'd like to hear the status of?

initial

Elseif current_claim=2

cs0210_ini_26

Do you want to hear the status of THAT claim?

initial

Else (current_claim=3)

cs0210_ini_27

Would you like to hear the status?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

no

2

Never

yes, yes that one

1

Never

Actions
Option

Condition

Action

Transition

no

If
Always
current_claim=1

Assign : current_claim =2
Prompt : [cs0210_out_01]
All right.

goto : cs0210_WhichClaim_DM

^

Elseif
num_claims = 3 Assign : current_claim =3
Prompt : [cs0210_out_02]
current_claim=2
Okay.

goto : cs0210_WhichClaim_DM

^

Else

yes

Prompt : [cs0210_out_03]
All right. That was the last claim for that
confirmation number.

goto :
cs0270_MultiLastClaimEnd_DM

Always

Prompt : [cs0210_out_04]
All right.

goto : cs0220_ClaimStatusMsg_PP

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [cs0210_nm1_01]
Let's try again... WOULD you like to hear the
status?

Re-Recognition :

nomatch 2

^

Prompt : [cs0210_nm2_01]
Re-Recognition :
Sorry. If you'd like to hear the status of that
claim application, press 1. Otherwise, press 2.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [cs0210_ni1_01]
If you WOULD like to hear the status of that
claim, say 'Yes' or press 1. If not, say 'No' or
press 2.

Re-Recognition :

noinput 2

^

Prompt : [cs0210_ni2_01]
Sorry. To hear the status of that claim
application, press 1. Otherwise, press 2.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

Always

Recovery Behavior

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noinput 3

December 5, 2011

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

Always

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

cs0220_ClaimStatusMsg_PP
Complex Play Prompt
Tells the caller if a decision has been made about their claim and if the agency is awaiting further documentation.
Entering From
cs0200_ClaimsRetrieval_DB, cs0210_WhichClaim_DM, cs0230_RepeatStatus_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

cs0220_out_01

As of today...

initial

If =A (claim HAS been
adjudicated)

cs0220_out_02

A decision HAS been made on your claim, and you'll receive an
explanation of the decision in the mail.

initial

Elseif
Always
=P
(claim is pending)
AND
=Y

cs0220_out_03

A decision has NOT been made on your claim.

( OR

OR OR

OR
OR
OR

OR OR
OR
OR
OR
OR
OR

OR
OR
OR

OR

OR

OR
OR OR

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OR

is filled with a valid
entry (i.e., not null
AND not
00000000):)
initial

^

If is filled cs0220_out_04

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

initial

^

^

<500ms silence>

initial

^

If cs0220_out_06
is filled

A decision has not been made on your reconsideration request.

initial

^

^

<500ms silence>

initial

^

If is cs0220_out_08
filled

A decision has not been made on your request for Federal
Reviewing Official Review.

initial

^

^

<500ms silence>

initial

^

If is filled cs0220_out_10

The Office of Disability Adjudication and Review has not made a
decision on your appeal request.

initial

^

^

cs0220_out_11

<500ms silence>

initial

^

Always

cs0220_out_12

We've requested, and are still waiting to receive, the following
documentation:

initial

^

^

cs0220_out_13

<500ms silence>

initial

^

If is filled

cs0220_out_14

'Proof of age' was requested on

initial

^

^

cs0220_out_15

.

initial

^

^

cs0220_out_16

<500ms silence>

initial

^

If
cs0220_out_17

is filled

Your 'amended application' was requested on

initial

^

^

cs0220_out_18

.

initial

^

^

cs0220_out_19

<500ms silence>

initial

^

If is filled cs0220_out_20

'Proof of citizenship' was requested on

initial

^

^

cs0220_out_21

.

initial

^

^

cs0220_out_22

<500ms silence>

initial

^

If
cs0220_out_23

is filled

Proof of the number holder's 'name change' was requested on

initial

^

^

cs0220_out_24

.

initial

^

^

cs0220_out_25

<500ms silence>

initial

^

If
cs0220_out_26
is filled

Proof of the claimant's 'name change' was requested on

initial

^

^

cs0220_out_27

.

initial

^

^

cs0220_out_28

<500ms silence>

initial

^

If is
filled

cs0220_out_29

'Proof of earnings' was requested on

initial

^

^

cs0220_out_30

.

initial

^

^

cs0220_out_31

<500ms silence>

initial

^

If
cs0220_out_32

is filled

Nuance Communications

cs0220_out_05

cs0220_out_07

cs0220_out_09

'Proof of lawful presence' was requested on

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initial

^

^

cs0220_out_33

.

initial

^

^

cs0220_out_34

<500ms silence>

initial

^

If is
filled

cs0220_out_35

'Proof of marriage' was requested on

initial

^

^

cs0220_out_36

.

initial

^

^

cs0220_out_37

<500ms silence>

initial

^

If is filled cs0220_out_38

'Proof of military service' was requested on

initial

^

^

cs0220_out_39

.

initial

^

^

cs0220_out_40

<500ms silence>

initial

^

If
is filled

cs0220_out_41

Proof of 'special wages' was requested on

initial

^

^

cs0220_out_42

.

initial

^

^

cs0220_out_43

<500ms silence>

initial

^

If is filled

cs0220_out_44

'Proof of death' was requested on

initial

^

^

cs0220_out_45

.

initial

^

^

cs0220_out_46

<500ms silence>

initial

^

If is cs0220_out_47
filled

'Proof of relationship' was requested on

initial

^

^

cs0220_out_48

.

initial

^

^

cs0220_out_49

<500ms silence>

initial

^

If is filled cs0220_out_50

Proof that you provided at least 'one-half support to your parents'
was requested on

initial

^

^

cs0220_out_51

.

initial

^

^

cs0220_out_52

<500ms silence>

initial

^

If
cs0220_out_53

is filled

'Proof of End Stage Renal Disease' was requested on

initial

^

^

cs0220_out_54

.

initial

^

^

cs0220_out_55

<500ms silence>

initial

^

If
is filled

cs0220_out_56

Proof of 'full-time school attendance' was requested on

initial

^

^

cs0220_out_57

.

initial

^

^

cs0220_out_58

<500ms silence>

initial

^

If is cs0220_out_59
filled

Proof of 'attorney representation' was requested on

initial

^

^

cs0220_out_60

.

initial

^

^

cs0220_out_61

<500ms silence>

initial

^

If is filled cs0220_out_62

Proof of 'good cause for filing a late appeal request' was requested
on

initial

^

^

cs0220_out_63

.

initial

^

^

cs0220_out_64

<500ms silence>

initial

^

If cs0220_out_65
is filled

Medical information for your reconsideration request - which is
'Form SSA-3441' - was requested on

initial

^

^

cs0220_out_66

.

initial

^

^

cs0220_out_67

<500ms silence>

initial

^

If

cs0220_out_68

Medical information for your hearing request - which is 'Form SSA-

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is filled

3441' - was requested on

initial

^

^

cs0220_out_69

.

initial

^

^

cs0220_out_70

<500ms silence>

initial

^

If cs0220_out_71
is filled

Your application for benefits under a U.S. International Social
Security agreement was requested on

initial

^

^

cs0220_out_72

.

initial

^

^

cs0220_out_73

<500ms silence>

initial

^

If
cs0220_out_74

is filled

We asked for your 'Request for hearing' form on

initial

^

^

cs0220_out_75

.

initial

^

^

cs0220_out_76

<500ms silence>

initial

^

If cs0220_out_77
is filled

We asked for your 'Request for Reconsideration' form on

initial

^

^

cs0220_out_78

.

initial

^

^

cs0220_out_79

<500ms silence>

initial

^

If is cs0220_out_80
filled

We asked for your 'Request for Federal Reviewing Official Review'
form on

initial

^

^

cs0220_out_81

.

initial

^

^

cs0220_out_82

<500ms silence>

initial

^

Always

cs0220_out_83

If you haven't already, please send or take those documents to the
office that's processing your claim. We need to get the ORIGINAL
documents, but we'll return them when we're finished.

initial

Else
If is filled cs0220_out_84
(=P
(claim is pending)
AND
=|
=Y)

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

initial

^

^

<500ms silence>

initial

^

If cs0220_out_86
is filled

A decision has not been made on your reconsideration request.

initial

^

^

<500ms silence>

initial

^

If is cs0220_out_88
filled

A decision has not been made on your request for Federal
Reviewing Official Review.

initial

^

^

<500ms silence>

initial

^

If is filled cs0220_out_90

The Office of Disability Adjudication and Review has not made a
decision on your appeal request.

initial

^

^

cs0220_out_91

<500ms silence>

initial

^

Else

cs0220_out_92

A decision has NOT been made on your claim. Once a decision
has been made, you'll receive an official notice in the mail. Note
that it takes about 5 business days, from the time we receive your
claim application, to begin processing it and provide any updated
status.

cs0220_out_85

cs0220_out_87

cs0220_out_89

Actions
Condition

Action

Transition

Always

--

goto : cs0230_RepeatStatus_DM

Developer Notes
--

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cs0230_RepeatStatus_DM
CustomContext Recognition
Asks callers that have more than one claim application if they would like to hear again the status of the application they just heard.
Entering From
cs0220_ClaimStatusMsg_PP

Initial Prompts
Type

Condition

Name

Wording

initial

Always

cs0230_ini_01

Would you like to hear that again?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

no, no thanks

2

Never

yes, yes please

1

Never

Actions
Option

Condition

Action

Transition

yes

--

Prompt : [cs0230_out_01]
Okay. Again...

goto : cs0220_ClaimStatusMsg_PP

no

If num_claims = 1

Prompt : [cs0230_out_02]
Okay.

goto : cs0240_OneClaimEnd_DM

^

If num_claims > 1 AND
current_claim < num_claims

Prompt : [cs0230_out_03]
Okay.

goto : cs0250_MultiClaimEnd_DM

^

Else (num_claims > 1 AND
current_claim = num_claims

Prompt : [cs0230_out_04]
Okay. That was the last claim on the list...

goto :
cs0270_MultiLastClaimEnd_DM

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [cs0230_nm1_01]
Let's try again...WOULD you like to hear that
again?

Re-Recognition :

nomatch 2

^

Prompt : [cs0230_nm2_01]
Sorry. If you'd like to hear the status of that
claim application again, press 1. Otherwise,
press 2.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [cs0230_ni1_01]
If you want me to repeat the status of that
claim, say 'Yes' or press 1. If not, say 'No' or
press 2.

Re-Recognition :

noinput 2

^

Prompt : [cs0230_ni2_01]
Re-Recognition :
Sorry. To hear the status of that claim
application again, press 1. Otherwise, press 2.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

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Config Parameters
Parameter

Value

--

--

Developer Notes
--

cs0240_OneClaimEnd_DM
CustomContext Recognition
This is an end menu for callers that have one claim. They are given the options to repeat the previous claim, go to the main menu, or ask a
question about another claim.
Entering From
cs0230_RepeatStatus_DM

Initial Prompts
Type

Condition

Name

Wording

initial

If office_hours=true

cs0240_ini_01

To look up a different confirmation number, say 'Different Number.'
If you'd like to speak to someone about THIS claim, say 'Agent.' Or,
if you're finished, just say 'I'm Finished.'

initial

Else (office_hours=false)

cs0240_ini_02

To look up a different confirmation number, say 'Different Number.'
Or, if you're finished, just say 'I'm Finished.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

[different new] ?confirmation number

1

If Necessary

?i'm [finished done]

2

If Necessary

Actions
Option

Condition

Action

Transition

different_number

Always

--

goto :
cs0120_ConfirmationNumber_DM

finished

Always

Assign : claims_transaction_status =success

--

^

^

Prompt : [cs0240_out_01]
If you're done, feel free to hang up.
Otherwise,...

Return to calling dialog :
main
[mm0520_ApplicationStatus_SD]

Confirmation Prompts
Option

Condition

Name

Wording

different_num Always
ber

cs0240_cnf_ini_01 You'd like to look up a different confirmation number, right?

finished

cs0240_cnf_ini_02 You're finished with looking up application status, right?

Always

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

If office_hours=true

Prompt : [cs0240_nm1_01]
Let's try again... You can say 'Different
Number' or press 1, 'I'm Finished' or press 2,
OR say 'Agent' or press 0.

Re-Recognition :

nomatch 1

Else (office_hours=false)

Prompt : [cs0240_nm1_02]

Re-Recognition :

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Let's try again... You can say 'Different
Number' or press 1, OR 'I'm Finished' or press
2.
nomatch 2

If office_hours=true

Prompt : [cs0240_nm2_01]
Sorry. If you'd like to try another confirmation
number, press 1. If you're finished looking up
claim status, press 2. Or, to speak with
someone about THIS application, press 0.

Re-Recognition :

nomatch 2

Else (office_hours=false)

Prompt : [cs0240_nm2_02]
Re-Recognition :
Sorry. To look up a claim with a different
confirmation number, press 1. Otherwise, if
you're finished looking up claim status, press 2.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

If office_hours=true

Prompt : [cs0240_ni1_01]
Re-Recognition :
You can say 'Different Number' or press 1, 'I'm
Finished' or press 2, OR if you'd like to speak
with someone say 'Agent' or press 0.

noinput 1

Else (office_hours=false)

Prompt : [cs0240_ni1_02]
Re-Recognition :
If you'd like to look up a claim with a different
confirmation number, say 'Different Number' or
press 1. Otherwise, say 'I'm Finished' or press
2.

noinput 2

If office_hours=true

Prompt : [cs0240_ni2_01]
Re-Recognition :
Sorry. To look up a claim with a different
confirmation number, press 1. Otherwise, if
you're finished looking up claim status, press 2.
OR, if you'd like to speak with someone, press
0, and I'll get someone to help you.

noinput 2

Else (office_hours=false)

Prompt : [cs0240_ni2_02]
Re-Recognition :
Sorry. To look up a claim with a different
confirmation number, press 1. Otherwise, if
you're finished looking up claim status, press 2.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

cs0250_MultiClaimEnd_DM
CustomContext Recognition
This is an end menu for callers that have more than one claim. They are given the options to hear the next claim, go to the main menu, or to look
up another claim with a different confirmation number.
Entering From

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cs0230_RepeatStatus_DM

Initial Prompts
Type

Condition

Name

Wording

initial

If office_hours=true

cs0250_ini_01

To hear the next claim on the list, say 'Next Claim' To look up a
different confirmation number, say 'Different Number.' If you'd like
to speak to someone about THIS claim, say 'agent.' Or, if you're
finished, just say 'I'm Finished.'

initial

Else (office_hours=false)

cs0250_ini_02

To hear the next claim on the list, say 'Next Claim.' To look up a
different confirmation number, say 'Different Number.' Or, if you're
finished, just say 'I'm Finished.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

next [application claim status], next one

1

If Necessary

?i'm [finished done]

3

If Necessary

[different new] ?confirmation number

2

If Necessary

Actions
Option

Condition

Action

Transition

different_number

Always

--

goto :
cs0120_ConfirmationNumber_DM

finished

Always

Assign : claims_transaction_status =success

--

^

^

Prompt : [cs0250_out_01]
If you're done, feel free to hang up.
Otherwise,...

Return to calling dialog :
main
[mm0520_ApplicationStatus_SD]

next_claim

If current_claim=1

Assign : current_claim =2

--

^

Else (current_claim=2)

Assign : current_claim =3

--

^

Always

Prompt : [cs0250_out_02]
All right.

goto : cs0210_WhichClaim_DM

Confirmation Prompts
Option

Condition

Name

Wording

next_claim

Always

cs0250_cnf_ini_01 You'd like the status for the next claim application, right?

different_num Always
ber

cs0250_cnf_ini_02 You'd like to look up a different confirmation number, right?

finished

cs0250_cnf_ini_03 You're done with looking up claim status, right?

Always

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

If office_hours=true

Prompt : [cs0250_nm1_01]
Re-Recognition :
Let's try again... You can say 'Next Claim' or
press 1, 'Different Number' or press 2, 'I'm
Finished' or press 3, OR say 'Agent' or press 0.

nomatch 1

Else (office_hours=false)

Prompt : [cs0250_nm1_02]
Let's try again...You can say 'Next Claim' or
press 1, 'Different Number' or press 2, OR say
'I'm Finished' or press 3

Re-Recognition :

nomatch 2

If office_hours=true

Prompt : [cs0250_nm2_01]

Re-Recognition :

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Sorry. If you'd like to hear the status of the next
claim, press 1. To look up a claim with a
different confirmation number, press 2. If you're
finished, press 3. Or, to speak with someone
about THIS application, press 0.
nomatch 2

Else (office_hours=false)

Prompt : [cs0250_nm2_02]
Re-Recognition :
Sorry. If you'd like to hear the status of the next
claim, press 1. To look up a claim with a
different confirmation number, press 2. Or, if
you're finished, press 3.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

If office_hours=true

Prompt : [cs0250_ni1_01]
You can say 'Next Claim' or press 1, 'Different
Number' or press 2, 'I'm Finished' or press 3,
OR say 'Agent' or press 0.

Re-Recognition :

noinput 1

Else (office_hours=false)

Prompt : [cs0250_ni1_02]
You can say 'Next Claim' or press 1, 'Different
Number' or press 2, OR say 'I'm Finished' or
press 3

Re-Recognition :

noinput 2

If office_hours=true

Prompt : [cs0250_ni2_01]
Re-Recognition :
Sorry. To hear the status of the next claim,
press 1. To look up a claim with a different
confirmation number, press 2. If you're done
with claim status, press 3. Or, to speak with
someone about THIS claim application, press 0.

noinput 2

Else (office_hours=false)

Prompt : [cs0250_ni2_02]
Re-Recognition :
Sorry. If you'd like to hear the status of the next
claim, press 1. To look up a claim with a
different confirmation number, press 2. Or, if
you're finished, press 3.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

cs0260_NoStatusEnd_DM
CustomContext Recognition
This is an end menu for callers that have more than one claim, but who chose not to hear any of them. This state also is for callers who have
heard the final claim application for a given confirmation number.
Entering From
cs0200_ClaimsRetrieval_DB

Initial Prompts

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Type

Condition

Name

Wording

initial

If
cs0260_ini_01
claims_transaction_status=no_application
AND If office_hours=true

Now, to look up a different confirmation number, say 'Different
Number.' To speak to someone about THIS claim, say 'Agent.' Or,
if you're finished, just say 'I'm Finished.'

initial

Else

To look up a different confirmation number, say 'Different Number.'
Or, if you're finished, just say 'I'm Finished.'

reprompt

(after repeat or
disconfirmation)

cs0260_ini_02
If
cs0260_ree_01
claims_transaction_s
tatus=no_application
AND If
office_hours=true

To look up a different confirmation number, say 'Different Number.'
To speak to someone about THIS claim, say 'Agent.' Or, if you're
finished, just say 'I'm Finished.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

[different new] ?confirmation number
// different_number

1

If Necessary

?i'm [finished done]
// finished

2

If Necessary

repeat, repeat that
// repeat

9

Never

Actions
Option

Condition

Action

Transition

different_number

Always

--

goto :
cs0120_ConfirmationNumber_DM

finished

Always

Assign : claims_transaction_status =success

--

^

^

Prompt : [cs0260_out_01]
If you're done, feel free to hang up.
Otherwise,...

Return to calling dialog :
main
[mm0520_ApplicationStatus_SD]

repeat

Always

Prompt : [cs0260_out_02]
Sure.

Re-Recognition : Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

different_num Always
ber

cs0260_cnf_ini_01 You'd like to look up a different confirmation number, right?

finished

cs0260_cnf_ini_02 You're done with looking up claim status, right?

Always

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

If office_hours=true

Prompt : [cs0260_nm1_01]
Let's try again... You can say 'Different
Number' or press 1, 'I'm Finished' or press 2,
OR if you'd like to speak with someone say
'Agent' or press 0.

Re-Recognition :

nomatch 1

Else (office_hours=false)

Prompt : [cs0260_nm1_02]
Let's try again... You can say 'Different
Number' or press 1, OR 'I'm Finished' or press
2.

Re-Recognition :

nomatch 2

If office_hours=true

Prompt : [cs0260_nm2_01]
Re-Recognition :
Sorry. To look up a claim with a different
confirmation number, press 1. Otherwise, if
you're finished looking up claim status, press 2.
OR, if you'd like to speak with someone, press

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0, and I'll get someone to help you.
nomatch 2

Else (office_hours=false)

Prompt : [cs0260_nm2_02]
Re-Recognition :
Sorry. To look up a claim with a different
confirmation number, press 1. Otherwise, if
you're finished looking up claim status, press 2.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

If office_hours=true

Prompt : [cs0260_ni1_01]
Re-Recognition :
You can say 'Different Number' or press 1, 'I'm
Finished' or press 2, OR if you'd like to speak
with someone say 'Agent' or press 0.

noinput 1

Else (office_hours=false)

Prompt : [cs0260_ni1_02]
Re-Recognition :
If you'd like to look up a claim with a different
confirmation number, say 'Different Number' or
press 1. Otherwise, say 'I'm Finished' or press
2.

noinput 2

If office_hours=true

Prompt : [cs0260_ni2_01]
Re-Recognition :
Sorry. To look up a claim with a different
confirmation number, press 1. Otherwise, if
you're finished looking up claim status, press 2.
OR, if you'd like to speak with someone, press
0, and I'll get someone to help you.

noinput 2

Else (office_hours=false)

Prompt : [cs0260_ni2_02]
Sorry. If you'd like to try a different claim
number, press 1. Otherwise, press 2.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

cs0270_MultiLastClaimEnd_DM
CustomContext Recognition
This is an end menu for callers that have more than one claim. They are given the options to hear the next claim, go to the main menu, or to look
up another claim with a different confirmation number.
Entering From
cs0210_WhichClaim_DM, cs0230_RepeatStatus_DM

Initial Prompts
Type

Condition

Nuance Communications

Name

Wording

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initial

If office_hours=true

cs0270_ini_01

To hear those claims again, say 'Repeat Claims.' To look up a
different confirmation number, say 'Different Number.' If you'd like
to speak to someone about THIS claim, say 'agent.' Or, if you're
finished, just say 'I'm Finished.'

initial

Else (office_hours=false)

cs0270_ini_02

To hear those claims again, say 'Repeat Claims.' To look up a
different confirmation number, say 'Different Number.' Or, if you're
finished, just say 'I'm Finished.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

repeat claims, repeat ?[this that]

1

If Necessary

?i'm [finished done]

3

If Necessary

[different new] ?confirmation number

2

If Necessary

Actions
Option

Condition

Action

Transition

repeat_claims

Always

Assign : current_claim =0

--

^

^

Prompt : [cs0270_out_01]
All right.

goto : cs0210_WhichClaim_DM

different_number

Always

--

goto :
cs0120_ConfirmationNumber_DM

finished

Always

Assign : claims_transaction_status =success

--

^

^

Prompt : [cs0270_out_02]
If you're done, feel free to hang up.
Otherwise,...

Return to calling dialog :
main
[mm0520_ApplicationStatus_SD]

Confirmation Prompts
Option

Condition

Name

Wording

repeat_claim Always
s

cs0270_cnf_ini_01 You want to hear those claims again, right?

different_num Always
ber

cs0270_cnf_ini_02 You'd like to look up a different confirmation number, right?

finished

cs0270_cnf_ini_03 You're done with looking up claim status, right?

Always

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

If office_hours=true

Prompt : [cs0270_nm1_01]
Re-Recognition :
Let's try again... You can say 'Repeat Claims'
or press 1, 'Different Number' or press 2, 'I'm
Finished' or press 3, OR say 'Agent' or press 0.

nomatch 1

Else (office_hours=false)

Prompt : [cs0270_nm1_02]
Re-Recognition :
Let's try again...You can say 'Repeat Claims' or
press 1, 'Different Number' or press 2, OR say
'I'm Finished' or press 3

nomatch 2

If office_hours=true

Prompt : [cs0270_nm2_01]
Re-Recognition :
Sorry. If you'd like to hear all of those claims
again, press 1. To look up a claim with a
different confirmation number, press 2. If you're
finished, press 3. Or, to speak with someone
about THIS application, press 0.

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nomatch 2

Else (office_hours=false)

Prompt : [cs0270_nm2_02]
Sorry. If you'd like to hear all of those claims
again, press 1. To look up a claim with a
different confirmation number, press 2. Or, if
you're finished, press 3.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

If office_hours=true

Prompt : [cs0270_ni1_01]
You can say 'Repeat Claims' or press 1,
'Different Number' or press 2, 'I'm Finished' or
press 3, OR say 'Agent' or press 0.

Re-Recognition :

noinput 1

Else (office_hours=false)

Prompt : [cs0270_ni1_02]
You can say 'Repeat Claims' or press 1,
'Different Number' or press 2, OR say 'I'm
Finished' or press 3

Re-Recognition :

noinput 2

If office_hours=true

Prompt : [cs0270_ni2_01]
Re-Recognition :
Sorry. If you'd like to hear all of those claims
again, press 1. To look up a claim with a
different confirmation number, press 2. If you're
done with claim status, press 3. Or, to speak
with someone about THIS claim application,
press 0.

noinput 2

Else (office_hours=false)

Prompt : [cs0270_ni2_02]
Sorry. If you'd like to hear all of those claims
again, press 1. To look up a claim with a
different confirmation number, press 2. Or, if
you're finished, press 3.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

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2.6 DirectDeposit Dialog
The Direct Deposit application allows callers to update their direct deposit information.

dd0100_PingHost_DB
Data Access
Pings the host database to ensure the host is available.
Entering From
mm0330_DirectDeposit_SD

Input parameters
Parameter

Value

processID

Which process to pass the request to. Values are: PING, AUTH, INFO,
AUTHINFO, MI, ENDSESSION, NONE.

requestID

Unique 10 digit ID for the request. 10 zeros, if not used.

timestamp

Transaction timestamp.

version

Version of the xml schema used.

Output parameters
Variable

Description

dd_statusCode

Possible values that can be returned are: 0000=Success, 0150=System
Failure-connected but failed for other reasons, 0151=System Failure,
0152=Off hour request, and 7777=Validation failure.

dd_statusDescription

Status code text description.

Actions
Condition

Action

Transition

If dd_statusCode=0000 (success)

--

goto : dd0200_IntroMsg_PP

Else (failure)

Always

Assign : dd_transaction_status =failure

--

^

Return to calling dialog :
If dd_statusCode=0152 Prompt : [dd0100_out_01]
(off hours request)
Sorry, our system is undergoing routine
main [mm0330_DirectDeposit_SD]
maintenance and I'm unable to access your
records at this time. Please try back in the
morning. If you'd like to speak with someone...

^

Else

Prompt : [dd0100_out_02]
Return to calling dialog :
Sorry, I'm having trouble getting access to your main [mm0330_DirectDeposit_SD]
records...

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

dd0200_IntroMsg_PP
Simple Play Prompt
Plays an intro prompt.
Entering From
dd0100_PingHost_DB

Initial Prompts
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Type

Condition

Name

Wording

initial

Always

dd0200_out_01

To get started, I have a couple of questions...

Actions
Condition

Action

Transition

Always

--

goto : dd0220_ReceivingBenefits_DM

Developer Notes
--

dd0220_ReceivingBenefits_DM
YesNo Recognition
Asks callers whether or not they are receiving benefits.
Entering From
dd0200_IntroMsg_PP

Initial Prompts
Type

Condition

Name

Wording

initial

Always

dd0220_ini_01

Are you receiving retirement, survivor, or disability benefits?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes, retirement, survivor, disability

1

Never

no

2

Never

Actions
Option

Condition

Action

Transition

yes

Always

--

goto : dd0260_CallingAboutSelf_DM

no

Always

--

goto : dd0230_NotEligible_PP

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [dd0220_nm1_01]
Let's try again...ARE you receiving retirement,
survivor, or disability benefits?

Re-Recognition :

nomatch 2

^

Prompt : [dd0220_nm2_01]
Re-Recognition :
Sorry. If you're currently receiving retirement
benefits, survivor benefits, or disability benefits,
press 1. If you are NOT receiving any of those
benefits, press 2.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [dd0220_ni1_01]
If you ARE receiving benefits for retirement,
survivorship, or disability, say 'Yes' or press 1.
If not, say 'No', or press 2.

Re-Recognition :

noinput 2

^

Prompt : [dd0220_ni2_01]
Re-Recognition :
Sorry. If you're currently receiving retirement
benefits, survivor benefits, or disability benefits,
press 1. If you are NOT receiving any of those
benefits, press 2.

noinput 3

Always

Assign : transfer_reason =error

Recovery Behavior

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noinput 3

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Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

Always

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

dd0230_NotEligible_PP
Simple Play Prompt
Informs callers that they must be receiving benefits in order to set up direct deposits.
Entering From
dd0220_ReceivingBenefits_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

dd0230_out_01

You can only set up direct deposit if you're already receiving Social
Security retirement, disability, or survivor benefit payments. In
other words, you can't set them up in advance, even with the help
of an agent. Now, If you're finished, feel free to hang up.
Otherwise, hold on and I'll take you back to the Main Menu...

Actions
Condition

Action

Transition

Always

Assign : dd_transaction_status =not_eligible

--

Always

--

Return to calling dialog :
main [mm0330_DirectDeposit_SD]

Developer Notes
--

dd0260_CallingAboutSelf_DM
YesNo Recognition
Asks callers whether or not they are calling about their own benefits (as opposed to someone else's).
Entering From
dd0220_ReceivingBenefits_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

dd0260_ini_01

And, is this change for yourself?

reprompt

(after repeat)

dd0260_ree_01

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

Grammar
Sample Expressions

Nuance Communications

DTMF

Social Security Administration
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Confirm

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yes, my own
// yes

1

Never

no, not mine
// no

2

Never

repeat, repeat that
// repeat

9

Never

Actions
Option

Condition

Action

Transition

no

Always

Assign : dd_transaction_status =not_self

--

^

^

Prompt : [dd0260_out_01]
Return to calling dialog :
Okay. To set up or change someone else's
main [mm0330_DirectDeposit_SD]
direct deposit, they'll need to be with you while
you speak with an agent...

yes

Always

Prompt : [dd0260_out_02]
All right.

goto : dd0300_KBAuthentication_SD

repeat

Always

Prompt : [dd0260_out_03]
Sure

Re-Recognition : Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [dd0260_nm1_01]
Let's try again... Is the change you're calling
about for your OWN benefit or payment?

Re-Recognition :

nomatch 2

^

Prompt : [dd0260_nm2_01]
Sorry. If you're calling about a change that
affects the benefits or payments that YOU
receive, press 1. If you're calling on behalf of
someone else, press 2.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [dd0260_ni1_01]
Re-Recognition :
If the change you'd like to make is for your
OWN benefit or payment, say 'Yes' or press 1.
If you're calling for someone else, say 'No' or
press 2.

noinput 2

^

Prompt : [dd0260_ni2_01]
Sorry. If you're calling about benefits of
payments that YOU receive, press 1. If you're
calling on behalf of someone else, press 2.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

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Developer Notes
--

dd0300_KBAuthentication_SD
Subdialog Call
Sub dialogue call to the Knowledge Based Authentication module to collect: SSN, name, DOB, POB, and last payment.
Entering From
dd0260_CallingAboutSelf_DM
Dialog called
Proceed to initial node in:

KnowledgeBasedAuthentication

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

Transition

If kba_transaction_status=success

Prompt : [dd0300_out_01]
Let's move on to your direct deposit
information...

goto : dd0400_DDEffectiveASAP_DM

Elseif kba_transaction_status=account_blocked Assign : dd_transaction_status =failure

Return to calling dialog :
main [mm0330_DirectDeposit_SD]

Elseif
kba_transaction_status=attestation_declined

Assign : dd_transaction_status =failure

Return to calling dialog :
main [mm0330_DirectDeposit_SD]

Else (kba_transaction_status=failure)

Assign : dd_transaction_status =failure

Return to calling dialog :
main [mm0330_DirectDeposit_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

dd0400_DDEffectiveASAP_DM
Date Recognition
Asks caller if they would like the direct deposit to be effective asap.
Entering From
dd0300_KBAuthentication_SD

Initial Prompts
Type

Condition

Name

Wording

initial

Always

dd0400_ini_01

Would you like direct deposit to start as soon as possible?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes, yeah

1

Never

no

2

Never

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Actions
Option

Condition

Action

Transition

no

Always

Prompt : [dd0400_out_01]
Okay.

goto : dd0410_EffectiveMonth_DM

yes

Always

Assign : effective_month =

--

^

^

Prompt : [dd0400_out_02]
Okay.

goto : dd0430_AccountType_DM

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [dd0400_nm1_01]
Re-Recognition :
Let's try again...Would you like direct deposit to
start as soon as possible?

nomatch 2

^

Prompt : [dd0400_nm2_01]
Re-Recognition :
Sorry. If you want the direct deposit to take
effect as soon as possible, press 1. Otherwise,
press 2, and I'll get the month you would like
them to go into effect.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [dd0400_ni1_01]
If you want the direct deposit to take effect as
soon as possible say 'Yes' or press 1. If not,
say 'No' or press 2.

Re-Recognition :

noinput 2

^

Prompt : [dd0400_ni2_01]
Re-Recognition :
Sorry. If you want the direct deposit to take
effect as soon as possible, press 1. Otherwise,
press 2, and I'll get the month you would like
them to go into effect.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

dd0410_EffectiveMonth_DM
CustomContext Recognition
After the caller indicates that they don't want their direct deposit to start as soon as possible, asks what month they want their direct deposit to
take effect.
Entering From
dd0400_DDEffectiveASAP_DM

Initial Prompts
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Type

Condition

Name

Wording

initial

Always

dd0410_ini_01

What month would you like your direct deposit to start? You can
choose...

initial

If current date = (january)

dd0410_ini_02

'February', 'March' or 'April.'

initial

Elseif current date = (february)

dd0410_ini_03

'March', 'April' or 'May.'

initial

Elseif current date = (march)

dd0410_ini_04

'April', 'May' or 'June.'

initial

Elseif current date = (april)

dd0410_ini_05

'May', 'June' or 'July.'

initial

Elseif current date = (may)

dd0410_ini_06

'June', 'July' or 'August.'

initial

Elseif current date = (june)

dd0410_ini_07

'July', 'August' or 'September.'

initial

Elseif current date = (july)

dd0410_ini_08

'August', 'September' or 'October.'

initial

Elseif current date = (august)

dd0410_ini_09

'September', 'October' or 'November.'

initial

Elseif current date = (september)

dd0410_ini_10

'October', 'November' or 'December.'

initial

Elseif current date = (october)

dd0410_ini_11

'November', 'December' or 'January.'

initial

Elseif current date = (november)

dd0410_ini_12

'December', 'January' or 'February.'

initial

Else (current date = (december))

dd0410_ini_13

'January', 'February' or 'March.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

January, February, March, April, May, June, July, August, September,
October, November, December, this month, next month

1,2, 3

If Necessary

as soon as possible

--

If Necessary

Actions
Option

Condition

Action

Always

Assign : effective_month = --

Transition

Always

Assign : effective_month = --

Always

Assign : effective_month = --

soon_as_possible

Always

Assign : effective_month =

--

Always

Always

Prompt : [dd0410_out_01]
Sure.

goto : dd0430_AccountType_DM

Confirmation Prompts
Option

Condition

Name

as soon as
possible

--

dd0410_cnf_ini_1 You want deposits to start as soon as possible...
4

Always

dd0410_cnf_ini_1 You want deposits to start in...
3

january

Always

dd0410_cnf_ini_0 'January.'
1

february

Always

dd0410_cnf_ini_0 'February.'
2

march

Always

dd0410_cnf_ini_0 March.'
3

april

Always

dd0410_cnf_ini_0 'April.'
4

may

Always

dd0410_cnf_ini_0 'May.'
5

june

Always

dd0410_cnf_ini_0 'June.'
6

Nuance Communications

Wording

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july

Always

dd0410_cnf_ini_0 'July.'
7

august

Always

dd0410_cnf_ini_0 'August.'
8

september

Always

dd0410_cnf_ini_0 'September.'
9

october

Always

dd0410_cnf_ini_1 'October.'
0

november

Always

dd0410_cnf_ini_1 'November.'
1

december

Always

dd0410_cnf_ini_1 'December.'
2

--

Always

gl_cnf_ini_02

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [dd0410_nm1_01]
Let's try again... You can say...

Re-Recognition :

nomatch 1

If current date = (january)

Prompt : [dd0410_nm1_02]
'February' or press 1, 'March' or press 2, OR
'April' or press 3.

Re-Recognition :

nomatch 1

If current date = (february)

Prompt : [dd0410_nm1_13]
'March' or press 1, 'April' or press 2, OR 'May'
or press 3.

Re-Recognition :

nomatch 1

If current date = (march)

Prompt : [dd0410_nm1_12]
Re-Recognition :
'April' or press 1, 'May' or press 2, OR 'June' or
press 3.

nomatch 1

If current date = (april)

Prompt : [dd0410_nm1_11]
'May' or press 1, 'June' or press 2, OR 'July' or
press 3.

nomatch 1

If current date = (may)

Prompt : [dd0410_nm1_10]
Re-Recognition :
'June' or press 1, 'July' or press 2, OR 'August'
or press 3.

nomatch 1

If current date = (june)

Prompt : [dd0410_nm1_09]
'July' or press 1, 'August' or press 2, OR
'September' or press 3.

nomatch 1

If current date = (july)

Prompt : [dd0410_nm1_08]
Re-Recognition :
'August' or press 1, 'September' or press 2, OR
'October' or press 3.

nomatch 1

If current date = (august)

Prompt : [dd0410_nm1_07]
'September' or press 1, 'October' or press 2,
OR 'November' or press 3.

nomatch 1

If current date = (september)

Prompt : [dd0410_nm1_06]
Re-Recognition :
'October' or press 1, 'November' or press 2, OR
'December' or press 3.

nomatch 1

If current date = (october)

Prompt : [dd0410_nm1_05]
'November' or press 1, 'December' or press 2,
OR 'January' or press 3.

nomatch 1

If current date = (november)

Prompt : [dd0410_nm1_04]
Re-Recognition :
'December' or press 1, 'January' or press 2, OR
'February' or press 3.

nomatch 1

Else (current date = (december)) Prompt : [dd0410_nm1_03]
'January' or press 1, 'February' or press 2, OR

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Re-Recognition :

Re-Recognition :

Re-Recognition :

Re-Recognition :

Re-Recognition :

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'March' or press 3.
nomatch 2

Always

Prompt : [dd0410_nm2_01]
Sorry. To start direct deposit in...

Re-Recognition :

nomatch 2

If current date = (january)

Prompt : [dd0410_nm2_02]
February press 1, March press 2, or for April,
press 3.

Re-Recognition :

nomatch 2

If current date = (february)

Prompt : [dd0410_nm2_03]
Re-Recognition :
March press 1, April press 2, or for May, press
3.

nomatch 2

If current date = (march)

Prompt : [dd0410_nm2_04]
Re-Recognition :
April press 1, May press 2, or for June, press 3.

nomatch 2

If current date = (april)

Prompt : [dd0410_nm2_05]
Re-Recognition :
May press 1, June press 2, or for July, press 3.

nomatch 2

If current date = (may)

Prompt : [dd0410_nm2_06]
Re-Recognition :
June press 1, July press 2, or for August, press
3.

nomatch 2

If current date = (june)

Prompt : [dd0410_nm2_07]
Re-Recognition :
July press 1, August press 2, or for September,
press 3.

nomatch 2

If current date = (july)

Prompt : [dd0410_nm2_08]
August press 1, September press 2, or for
October, press 3.

Re-Recognition :

nomatch 2

If current date = (august)

Prompt : [dd0410_nm2_09]
September press 1, October press 2, or for
November, press 3.

Re-Recognition :

nomatch 2

If current date = (september)

Prompt : [dd0410_nm2_10]
October press 1, November press 2, or for
December, press 3.

Re-Recognition :

nomatch 2

If current date = (october)

Prompt : [dd0410_nm2_11]
November press 1, December press 2, or for
January, press 3.

Re-Recognition :

nomatch 2

If current date = (november)

Prompt : [dd0410_nm2_12]
December press 1, January press 2, or for
February, press 3.

Re-Recognition :

nomatch 2

Else (current date = (december)) Prompt : [dd0410_nm2_13]
January press 1, February press 2, or for
March, press 3.

nomatch 3

Always

Assign : effective_month = --

nomatch 3

^

Prompt : [dd0410_nm3_01]
-Sorry, I'm having trouble. I'll go ahead and start
them as soon as possible...

noinput 1

Always

Prompt : [dd0410_ni1_01]
You can say...

Re-Recognition :

noinput 1

If current date = (january)

Prompt : [dd0410_ni1_02]
'February' or press 1, 'March' or press 2, OR
'April' or press 3.

Re-Recognition :

noinput 1

If current date = (february)

Prompt : [dd0410_ni1_03]
'March' or press 1, 'April' or press 2, OR 'May'
or press 3.

Re-Recognition :

noinput 1

If current date = (march)

Prompt : [dd0410_ni1_04]
Re-Recognition :
'April' or press 1, 'May' or press 2, OR 'June' or
press 3.

noinput 1

If current date = (april)

Prompt : [dd0410_ni1_05]
'May' or press 1, 'June' or press 2, OR 'July' or
press 3.

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Re-Recognition :

Re-Recognition :

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noinput 1

If current date = (may)

Prompt : [dd0410_ni1_06]
Re-Recognition :
'June' or press 1, 'July' or press 2, OR 'August'
or press 3.

noinput 1

If current date = (june)

Prompt : [dd0410_ni1_07]
'July' or press 1, 'August' or press 2, OR
'September' or press 3.

noinput 1

If current date = (july)

Prompt : [dd0410_ni1_08]
Re-Recognition :
'August' or press 1, 'September' or press 2, OR
'October' or press 3.

noinput 1

If current date = (august)

Prompt : [dd0410_ni1_09]
'September' or press 1, 'October' or press 2,
OR 'November' or press 3.

noinput 1

If current date = (september)

Prompt : [dd0410_ni1_10]
Re-Recognition :
'October' or press 1, 'November' or press 2, OR
'December' or press 3.

noinput 1

If current date = (october)

Prompt : [dd0410_ni1_11]
'November' or press 1, 'December' or press 2,
OR 'January' or press 3.

noinput 1

If current date = (november)

Prompt : [dd0410_ni1_12]
Re-Recognition :
'December' or press 1, 'January' or press 2, OR
'February' or press 3.

noinput 1

Else (current date = (december)) Prompt : [dd0410_ni1_13]
'January' or press 1, 'February' or press 2, OR
'March' or press 3.

noinput 2

Always

Assign : effective_month = --

noinput 2

^

Prompt : [dd0410_ni2_01]
Let's move on. I'll go ahead and start them as
soon as possible...

Re-Recognition :

Re-Recognition :

Re-Recognition :

Re-Recognition :

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
Code must calculate the three specific months based on current date and SSA business practices.
The prompt MonthChoices is then the concatenation of the first and second month in medial inflection, and the third month in final inflection.
"One Step Correction" strategy should be available to the Caller (e.g., "No, February") -- This means both the collection grammar and the
confirmation grammar are active during the confirmation phase. (This can be done as a parallel grammar.)
The grammar that should be accepted includes "as soon as possible" (ASAP) and its synonyms, the three specific months calculated above, and
any additional months between the current month and the first of the calculated months. For example, if a call is received toward the end of
September, the valid months are October, November and December, but the grammar should include September, October, November,
December, and the ASAP synonyms, and September and October should be mapped the same as ASAP. The current month is not prompted,
but it should be recognized and handled the same as ASAP.

dd0430_AccountType_DM
CustomContext Recognition
Asks callers for the type of account for direct deposit setup.
Entering From
dd0410_EffectiveMonth_DM, dd0400_DDEffectiveASAP_DM

Initial Prompts
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Type

Condition

Name

Wording

initial

Always

dd0430_ini_01

So, tell me the type of account you'd like to use: 'Checking,'
'Savings,' or 'Investment.' Or say 'I Don't Have One.'

reprompt

(after repeat or disconfirmation)

dd0430_ree_01

Tell me the type of account you'd like to use: 'Checking,' 'Savings,'
or 'Investment.' Or say 'I Don't Have One.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

checking, checking account
// checking

1

If Necessary

savings, savings account
// savings

2

If Necessary

investment, investment account
// investment

3

If Necessary

i don't have one, i don't have an account
// dont_have

4

If Necessary

repeat, repeat that
// repeat

9

Never

Actions
Option

Condition

Action

Transition

checking

Always

Assign : bank_account_type =checking

--

^

^

Prompt : [dd0430_out_01]
Okay.

goto :
dd0440_CollectRoutingNumber_DM

dont_have

Always

Assign : dd_transaction_status
=dont_have_info

--

^

^

Prompt : [dd0430_out_02]
Return to calling dialog :
I'm afraid we can't go on if you don't have a
main [mm0330_DirectDeposit_SD]
bank account. Please call back as soon as you
have one and I'll be glad to help you. For now
I'll take you back to the main menu...

investment

Always

Assign : bank_account_type =investment

--

^

^

Prompt : [dd0430_out_03]
Okay.

goto :
dd0440_CollectRoutingNumber_DM

savings

Always

Assign : bank_account_type =savings

--

^

^

Prompt : [dd0430_out_04]
Okay.

goto :
dd0440_CollectRoutingNumber_DM

repeat

Always

Prompt : [dd0430_out_05]
Sure.

Re-Recognition : Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

checking

Always

dd0430_cnf_ini_0 You'd like to set up direct deposits into a CHECKING account,
1
right?

dont_have

Always

dd0430_cnf_ini_0 You don't have a checking, savings, or investment account for
2
direct deposit, right?

investment

Always

dd0430_cnf_ini_0 You'd like to set up direct deposits into an INVESTMENT account,
3
right?

savings

Always

dd0430_cnf_ini_0 You'd like to set up direct deposits into a SAVINGS account, right?
4

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
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Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [dd0430_nm1_01]
Re-Recognition :
Let's try again. You can say 'Checking' or press
1, 'Savings' or press 2, 'Investment' or 3, OR
say 'I Don't Have One' or press 4.

nomatch 2

^

Prompt : [dd0430_nm2_01]
Re-Recognition :
Sorry. For direct deposit, you'll need a
CHECKING, SAVINGS, or INVESTMENT
account (with a BANK ROUTING number and
an ACCOUNT number) that belongs to YOU
and from which you can withdraw funds. To set
up direct deposit into a checking account, press
1. To set up a savings account, press 2. For
an investment account, press 3. Or, if you don't
have any of those types of bank accounts,
press 4.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [dd0430_ni1_01]
Re-Recognition :
For direct deposit, you'll need a CHECKING,
SAVINGS, or INVESTMENT account (with a
BANK ROUTING number and an ACCOUNT
number) that belongs to YOU and from which
you can withdraw funds. To set up direct
deposit into a checking account, say 'Checking'
(or press 1). To set up a savings account, say
'Savings' (or 2). For an investment account,
'Investment' (or 3). Or, if you don't have any of
those types of bank accounts, say 'I Don't Have
One' or press 4.

noinput 2

^

Prompt : [dd0430_ni2_01]
Re-Recognition :
Sorry. To set up direct deposit into a checking
account, press 1. To set up a savings account,
press 2. For an investment account, press 3.
Or, if you don't have any of those types of bank
accounts, press 4.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

dd0440_CollectRoutingNumber_DM
Digits Recognition

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User Interface Specification

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December 5, 2011

Asks callers for a nine-digit routing number.
Entering From
dd0430_AccountType_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

dd0440_ini_01

Next, say or enter the 9-digit ROUTING number.

reprompt

(after repeat or disconfirmation)

dd0440_ree_01

Tell me the 9-digit routing number for your account, or enter it on
your phone's keypad.

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

<9-digit string>

>

Always

i don't know, don't know

--

If Necessary

repeat, repeat that

9

Never

Actions
Option

Condition

Action

Transition

Always

Assign : bank_routing_number =

goto :
dd0450_CollectAccountNumber_DM

dont_know

Always

Assign : dd_transaction_status
=dont_know_info

--

^

^

Prompt : [dd0440_out_01]
Return to calling dialog :
I'm sorry, but without your bank routing number main [mm0330_DirectDeposit_SD]
I won't be able to help you set up direct deposit.
Please call back as soon as you have it and I'll
be glad to help you. For now I'll take you back
to the main menu...

repeat

Always

Prompt : [dd0440_out_02]
Sure.

Re-Recognition : Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

Always

dd0440_cnf_ini_0 Just to confirm, the routing number is...
1

^

Always

dd0440_cnf_ini_0 ....
2

^

Always

dd0440_cnf_ini_0 Right?
3

dont_know

Always

dd0440_cnf_ini_0 You don't know your banks routing number, is that right?
4

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [dd0440_nm1_01]
Let's try again. Say or enter your banks ninedigit routing number.

Re-Recognition :

nomatch 2

^

Prompt : [dd0440_nm2_01]
Re-Recognition :
Sorry. In order to set up your direct deposit I
need your banks routing number. Please enter
your banks nine digit routing number now.

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nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [dd0440_ni1_01]
Say or enter the nine-digit routing number.

Re-Recognition :

noinput 2

^

Prompt : [dd0440_ni2_01]
Re-Recognition :
Sorry. In order to set up your direct deposit I
need your banks routing number. Please enter
your banks nine digit routing number now.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

dd0450_CollectAccountNumber_DM
Digits Recognition
Asks callers for their bank account number.
Entering From
dd0440_CollectRoutingNumber_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

dd0450_ini_01

And what's your ACCOUNT number?

reprompt

(after repeat or disconfirmation)

dd0450_ree_01

Tell me your account number, or enter it on your phone's keypad.

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

--

>

Always

repeat, repeat that
// repeat

9

Never

Actions
Option

Condition

Action

Transition

Always

Assign : bank_account_number =

--

^

^

Prompt : [dd0450_out_01]
Great. Hold on while I submit this. (It may take
a few seconds...)

goto :
dd0460_SendDirectDepositInfo_DB

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repeat

Always

December 5, 2011

Prompt : [dd0450_out_02]
Sure.

Re-Recognition : Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

Always

dd0450_cnf_ini_0 Your account number is...
1

^

Always

dd0450_cnf_ini_0 ....
2

--

Always

gl_cnf_ini_02

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [dd0450_nm1_01]
Let's try again... Say or enter your bank
account number one more time.

Re-Recognition :

nomatch 2

^

Prompt : [dd0450_nm2_01]
Sorry. You can find your account number on
your bank statement or, if it's a checking
account, at the bottom of your check, to the
right of the routing number. Please enter your
account number now.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [dd0450_ni1_01]
Go ahead an say or enter your bank account
number.

Re-Recognition :

noinput 2

^

Prompt : [dd0450_ni2_01]
Sorry. You can find your account number on
your bank statement or, if it's a checking
account, at the bottom of your check, to the
right of the routing number. Please enter your
account number now.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

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December 5, 2011

dd0460_SendDirectDepositInfo_DB
Data Access
Sends direct deposit info to the backend database.
Entering From
dd0450_CollectAccountNumber_DM

Input parameters
Parameter

Value

processID

Which process to pass the request to. Values are: PING, AUTH, INFO,
AUTHINFO, MI, ENDSESSION, NONE.

requestID

Unique 10 digit ID for the request. 10 zeros, if not used.

timestamp

Transaction timestamp.

version

Version of the xml schema used.

actionType

--

ui

Type of user, T for Telephone

accountType

1 character account type. The available choices are C (for checking), S
(for savings), and I (for investment).

routingNumber

Bank routing number

accountNumber

Account Number

effective

2-digit string representing the effective month in the format MM. The
months (MM) are in the range of 01 to 12

ani

Caller's 10 digit ANI. All zeros if unavailable.

Output parameters
Variable

Description

dd_statusCode

Possible values that can be returned are: 0000=Success, 0001=Data is
valid and processed and the user already has direct deposit, 0002=Data
is valid and processed and the user does not have direct deposit,
0150=System Failure-connected but failed for other reasons,
0151=System Failure, 0152=Off hour request, 0508=Block Access,
7777=Validation failure, 8888=Not authenticated/authorized, and
9999=Data is invalid.

dd_statusDescription

Status code text description.

Actions
Condition

Action

Transition

If success

Always

Assign : dd_transaction_status =success

--

^

^

Prompt : [dd0460_out_01]
All set! Your direct deposit has been sent for
processing which may take up to three
business days. As requested...

--

^

If effective_month =

Prompt : [dd0460_out_02]
...this change will be effective as soon as
possible.

--

^

Else

Prompt : [dd0460_out_03]
...this change will go into effect in...

--

^

^

Prompt : [dd0460_out_04]

--

^

Always

Prompt : [dd0460_out_05]
Return to calling dialog :
You will receive a confirmation letter in the mail. main [mm0330_DirectDeposit_SD]
Now, if you're finished, feel free to hang up.
Otherwise...

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Assign : dd_transaction_status =failure

--

Else (failure

Always

^

Prompt : [dd0460_out_06]
Return to calling dialog :
If
dd_statusCode=0152 Sorry, our system is undergoing routine
main [mm0330_DirectDeposit_SD]
(off hours request)
maintenance and I'm unable to access your
records at this time. Please try back in the
morning. If you'd like to speak with someone...

^

Else

Prompt : [dd0460_out_07]
Sorry, but I'm having trouble processing this
request.

Return to calling dialog :
main [mm0330_DirectDeposit_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

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December 5, 2011

2.7 FieldOfficeLocator Dialog
This application provides Social Security field office and card center locations based on a zip code entered by the caller.
Spanish Notes:
-Spanish functionality is DTMF-only
-Please see the main Spanish application for global behavior
-If the Spanish application is transferring (e.g., due to max nomatch), the application will go to mm0400_ProcessTransfer_DS in the main
Spanish application.

fl0100_GetZipCode_DM
CustomContext Recognition
Asks the caller for the zip code where they'd like to find a Social Security field office.
Entering From
mm0320_FieldOfficeLocator_SD, fl0120_OfficeLocationInfo_DM, fl0140_ZipFailedFirstTimeMsg_PP, fl0125_CardCenterInfo_DM,
fl0115_PhysicalZipCode_DM

Initial Prompts
Type

Condition

Name

Wording

initial

If fol_zip_code_entry=first

fl0100_ini_01

Go ahead and say or enter the five-digit zip code of the area where
you want to find an office.

initial

Elseif fol_zip_code_entry=change

fl0100_ini_02

What's the zip code?

initial

Elseif fol_zip_code_entry=sacramento

fl0100_ini_03

What's the zip code of your PHYSICAL address?

initial

Else (fol_zip_code_entry=not_found):

fl0100_ini_04

Go ahead and say or enter the five-digit zip code of the area where
I should search.

reprompt

Always

fl0100_ree_01

WHAT's the five-digit zip code?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

--

>

If Necessary

I don't know, I'm not sure

--

If Necessary

Actions
Option

Condition

Action

Transition

--

Assign : fol_zip_code =

--

^

--

Prompt : [fl0100_out_09]
Thanks.

goto : fl0102_EvaluateZipCode_DB

dont_know

--

Assign : fol_transaction_status
=dont_know_zip

--

^

--

Prompt : [fl0100_out_10]
Okay.

Return to calling dialog :
main
[mm0320_FieldOfficeLocator_SD]

Confirmation Prompts
Option

Condition

Name

Always

fl0100_cnf_ini_01 That zip code is

^

Always

fl0100_cnf_ini_02

^

Always

fl0100_cnf_ini_03 Right?

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dont_know

Always

December 5, 2011

fl0100_cnf_ini_04 Sounds like you don't know the zip code, right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt : [fl0100_nm1_01]
Re-Recognition :
Let's try again... Please say the five-digit zip
code where you'd like me to search like this: 1 2
3 0 0, or enter it on your keypad.

Transition

nomatch 2

^

Prompt : [fl0100_nm2_01]
Re-Recognition :
Sorry. I need to know the zip code where you'd
like me to search for a local Social Security
office. Using your telephone keypad, enter the
five-digit zip code now.

noinput 1

^

Prompt : [fl0100_ni1_01]
Please say the five-digit zip code where you'd
like me to search like this: 1 2 3 0 0, or enter it
on your keypad.

noinput 2

^

Prompt : [fl0100_ni2_01]
Re-Recognition :
Sorry. I need to know the zip code where you'd
like me to search for a local Social Security
office. Using your telephone keypad, enter the
five-digit zip code now.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Re-Recognition :

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
The Spanish application will never confirm.

fl0102_EvaluateZipCode_DB
Data Access
Evaluates provided zip code to determine whether card center handling is needed.
Entering From
fl0100_GetZipCode_DM

Input parameters
Parameter

Value

fol_zip_code

The five digit zip code where the caller would like to search.

Output parameters

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December 5, 2011

Variable

Description

card_center

indicates which call center, if any, is associated with the provided zip
code ('dptsscc,' 'npsscc,' 'lvsscc,' 'ssscc,' 'osscc,' 'psscc', 'brooklyn,'
'queens,' 'minneapolis,' or if none apply, the value is 'none')

Actions
Condition

Action

Transition

--

goto : fl0135_FindFOFromZip_DB

success

If card_center=none

^

-Else
(card_center=dptsscc
OR npsscc OR lvsscc
OR ssscc OR osscc
OR brooklyn OR
queens OR
minneapolis OR psscc)

goto : fl0105_CardCenterNeededQuestion_DM

Assign : fol_transaction_status =failure

failure

Return to calling dialog :
main [mm0320_FieldOfficeLocator_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

fl0105_CardCenterNeededQuestion_DM
CustomContext Recognition
Asks the caller if they need to get a Social Security card. If yes, they'll need to visit the card center instead of the field office in their area.
Entering From
fl0102_EvaluateZipCode_DB

Initial Prompts
Type

Condition

Name

Wording

initial

Always

fl0105_ini_01

Do you need to get a Social Security card?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes, yeah

1

Never

no

2

Never

Actions
Option

Condition

Action

Transition

yes

If card_center = ssscc

Prompt : [fl0105_out_04]
All right.

goto : fl0115_PhysicalZipCode_DM

^

Else (card_center =dptsscc OR Prompt : [fl0105_out_02]
npsscc OR lvsscc OR osscc OR All right.
brooklyn OR queens OR
minneapolis OR psscc)

no

Always

Assign : card_center =Undefined

--

^

^

--

goto : fl0135_FindFOFromZip_DB

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [fl0105_nm1_01]
Let's try again...DO you need to get a Social
Security card?

Re-Recognition :

goto : fl0125_CardCenterInfo_DM

Recovery Behavior

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nomatch 2

^

Prompt : [fl0105_nm2_01]
Sorry. In order to direct you to the correct
office, I need to know if you'll be getting a
Social Security card. If you need a Social
Security card, press 1. If not, press 2.

Re-Recognition :

noinput 1

^

Prompt : [fl0105_ni1_01]
If you need to get a Social Security card say
'Yes' or press 1. If not, say 'No', or press 2.

Re-Recognition :

noinput 2

^

Prompt : [fl0105_ni2_01]
Sorry. In order to direct you to the correct
office, I need to know if you'll be getting a
Social Security card. If you need a Social
Security card, press 1. If not, press 2.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

fl0115_PhysicalZipCode_DM
CustomContext Recognition
Asks callers that entered a Sacramento zip code, if the zip code is for their physical address (as opposed to mailing address).
Entering From
fl0105_CardCenterNeededQuestion_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

fl0115_ini_01

And is this the zip code for your PHYSICAL address?

reprompt

(after repeat)

fl0115_ree_01

Is this the zip code for your PHYSICAL address, where you
actually live?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

no, no it's not

2

Never

yes, yeah, yes it is

1

Never

repeat, repeat that

9

Never

Actions

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Option

Condition

Action

Transition

yes

Always

--

goto : fl0125_CardCenterInfo_DM

no

Always

Assign : fol_zip_code_entry =sacramento

--

^

^

Prompt : [fl0115_out_01]
goto : fl0100_GetZipCode_DM
In order to get a new Social Security card you'll
need to visit the Card Center servicing your
physical address. So...

repeat

Always

Prompt : [fl0115_out_02]
Sure.

Re-Recognition : Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [fl0115_nm1_01]
Let's try again...IS this the zip code for the
address where you actually live?

--

nomatch 2

^

Prompt : [fl0115_nm2_01]
Sorry. If you gave me the zip code of your
physical address, where you actually reside,
press 1. If not, press 2.

--

noinput 1

^

Prompt : [fl0115_ni1_01]
-If you entered the zip code for the address
where you actually live, say 'Yes' or press 1. If
not, say 'No' or press 2.

noinput 2

^

Prompt : [fl0115_ni2_01]
Sorry. If you gave me the zip code of your
physical address, where you actually reside,
press 1. If not, press 2.

--

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

fl0120_OfficeLocationInfo_DM
CustomContext Recognition
Plays back the address and phone number of the closest field office correlating to the zip code given and then gives the options to repeat, search
another zip code, or return to the main menu (finished).
Entering From

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fl0135_FindFOFromZip_DB, fl0125_CardCenterInfo_DM

Initial Prompts
Type

Condition

Name

Wording

initial

If office_location_entry=first

fl0120_ini_01

Okay, here's information for the servicing office in the zip code you
gave me.

initial

Elseif
office_location_entry=from_card_center

fl0120_ini_02

Okay, here's information for the local office in your zip code.

initial

Else (office_location_entry=reentry)

fl0120_ini_03

Sure, here's that information again.

initial

Always

fl0120_ini_04

The street address is

initial

^

fl0120_ini_05

(plays silence instead of "Social Security")

initial

^

fl0120_ini_36

initial

^

fl0120_ini_37

initial

^

fl0120_ini_38

initial

^

fl0120_ini_39

initial

^

fl0120_ini_40

initial

^

fl0120_ini_41

initial

^

fl0120_ini_06

<1000ms slience>

initial

Begin hours playback

Note

[NOTE: If fo_hours_of_operation is NOT null, play the following
hours prompts:]

initial

Always

fl0120_ini_07

The hours of operation are...

initial

^

fl0120_ini_08

<100ms slience>

initial

^

Note

NOTE: Cycle through for all day ranges.

initial

If playing more than If Weekdays are
two consecutive
Monday through
weekdays with the
Friday
same operational
hours

fl0120_ini_17

Monday through Friday...

initial

^

Else

fl0120_ini_18

(e.g., "Monday")

initial

^

^

fl0120_ini_19

<100ms slience>

initial

^

^

fl0120_ini_20

(e.g., "through Thursday")

initial

^

Always

fl0120_ini_21

<200ms silence>

initial

Else If playing two
weekdays with the
same operational
hours (consecutive
or not)
OR
More than two nonconsecutive
weekdays with the
same operational
hours

If playing last set of fl0120_ini_22
hours when there is
more than 1 set
(e.g, not when we
*only* say Monday
and Friday from
9am-5pm)

(e.g., "and monday")

initial

^

Else (Only one set of fl0120_ini_23
hours, OR not last
set of hours OR Not
last day in set)

(e.g., "Monday")

(cycle through until
the last day in the
set, including the
pause)

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initial

^

Always

fl0120_ini_24

initial

^

Always if last day in fl0120_ini_25
set

(e.g., "and Friday")

initial

^

Always

<200ms silence>

initial

Else (playing
weekdays one by
one with different
operational hours)

If NOT playing the
fl0120_ini_27
last single day of the
week.

fl0120_ini_26

<100ms slience>

(e.g., "Saturday")

(cycle through until
the last day in the
set, including the
pause)
initial

^

^

fl0120_ini_28

<100ms slience>

initial

^

If last single day of
the week

fl0120_ini_29

(e.g., "and Sunday")

initial

^

Always

fl0120_ini_30

<200ms slience>

initial

If playing time

Always

fl0120_ini_31

(e.g., "from 7am")

initial

^

^

fl0120_ini_32

<100ms slience>

initial

^

^

fl0120_ini_33

(e.g., to "7pm")

initial

^

^

fl0120_ini_34

<200ms slience>

initial

If played closed time for last group or
weekdays

fl0120_ini_35

Except Federal holidays.

initial

^

fl0120_ini_09

<1000ms slience>

initial

End hours playback

Note

[NOTE: End hours playback]

initial

If fo_phone_ number = undefined OR
18007721213

fl0120_ini_10

There is no direct phone number for this office.

initial

^

fl0120_ini_11

<1000ms slience>

initial

Else

fl0120_ini_12

And the phone number is

initial

^

fl0120_ini_13

initial

^

fl0120_ini_14

<1000ms slience>

initial

If office_location_entry=|=reentry

fl0120_ini_15

To hear that again, say 'Repeat that.' Otherwise, to search in a
DIFFERENT zip code, say 'Change Zip Code.' Or, if you're
finished, just say 'I'm finished.'

initial

Else (office_location_entry=reentry)

fl0120_ini_16

To search in a DIFFERENT zip code, say 'Change Zip Code.' Or, if
you're finished, just say 'I'm finished.'

reprompt

If office_location_entry=|=reentry

fl0120_ree_01

My mistake. You can say 'Repeat That', 'Change Zip Code', or 'I'm
Finished'.

reprompt

Else (office_location_entry=reentry)

fl0120_ree_02

My mistake. You can say 'Change Zip Code' or 'I'm Finished'.

Grammar
Sample Expressions

DTMF

Reco Var/Option

i'm finished, i'm done

En-us: 2,3; Es-us:
3

Confirm

change zip code, different zip code

En-us: 1,2; Es-us:
2

repeat, repeat that

En-us: 1; Es-us: 1

Actions
Option

Condition

Action

Transition

change

Always

Assign : fol_first_zip =true

--

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^

^

Prompt : [fl0120_out_01]
All right. Let's look somewhere else.

goto : fl0100_GetZipCode_DM

finished

Always

Assign : fol_transaction_status =success

--

^

^

Prompt : [fl0120_out_03]
All right.

Return to calling dialog :
main
[mm0320_FieldOfficeLocator_SD]

Confirmation Prompts
Option

Condition

Name

Wording

change

Always

fl0120_cnf_ini_02 You'd like to search a different zip code, right?

finished

Always

fl0120_cnf_ini_03 You're finished, right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

If office_location_entry=reentry
//If this is not the first time
through, e.g., after the caller
says repeat

Prompt : [fl0120_nm1_01]
Re-Recognition :
Let's try again. You can say 'Change Zip Code'
or press 1, OR say 'I'm Finished', or press 2.

nomatch 1

Prompt : [fl0120_nm1_02]
Else
(office_location_entry=|=reentry) Let's try again. You can say 'Repeat That' or
//If this is the first time through
press 1, 'Change Zip Code' or 2, OR say 'I'm
Finished' or press 3.

nomatch 2

If office_location_entry=reentry
//If this is not the first time
through, e.g., after the caller
says repeat

nomatch 2

Prompt : [fl0120_nm2_02]
Re-Recognition :
Else
(office_location_entry=|=reentry) Sorry. If you'd like to hear that information
//If this is the first time through
again, press 1. Otherwise, to search for a local
office using a different zip code, press 2. Or, if
your finished, press 3.

noinput 1

If office_location_entry=reentry
//If this is not the first time
through, e.g., after the caller
says repeat

noinput 1

Prompt : [fl0120_ni1_02]
Re-Recognition :
Else
(office_location_entry=|=reentry) You can say 'Repeat That' or press 1, 'Change
//If this is the first time through
Zip Code' or 2, OR say 'I'm Finished' or press 3.

noinput 2

If office_location_entry=reentry
//If this is not the first time
through, e.g., after the caller
says repeat

noinput 2

Prompt : [fl0120_ni2_02]
Re-Recognition :
Else
(office_location_entry=|=reentry) Sorry. If you'd like to hear that information
//If this is the first time through
again, press 1. Otherwise, to search for a local
office using a different zip code, press 2. Or, if
your finished, press 3.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Nuance Communications

Transition

Re-Recognition :

Prompt : [fl0120_nm2_01]
Re-Recognition :
Sorry. To search for a local office using a
different zip code, press 1. Or, if your finished,
press 2.

Prompt : [fl0120_ni1_01]
Re-Recognition :
Sorry. You can say 'Change Zip Code' or press
1, OR say 'I'm Finished', or press 2.

Prompt : [fl0120_ni2_01]
Re-Recognition :
Sorry. To search for a local office using a
different zip code, press 1. Or, if your finished,
press 2.

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Commands: State-Specific Behavior
Type

Condition

Action

Transition

repeat

--

Assign : office_location_entry =reentry

Re-Recognition : Reprompt

Commands: Confirmations
See 1.2 Global Commands

Commands: Grammar
Sample Expressions

DTMF

Command

Confirm

repeat that, repeat

9

repeat

Never

Config Parameters
Parameter

Value

--

--

Developer Notes
The Spanish application will never confirm.

fl0125_CardCenterInfo_DM
CustomContext Recognition
Callers that indicated they needed a new Social Security card are given the address and phone number of the nearest card center correlating to
the zip code they entered. They are then given the options to repeat, find a field office, search another zip code, or return to the main menu
(finished).
Entering From
fl0105_CardCenterNeededQuestion_DM, fl0115_PhysicalZipCode_DM

Initial Prompts
Type

Condition

initial

If
If
fl0125_ini_01
card_center_info_firs card_center=brookly
t_entry=true
n OR
card_center=queens

To apply for a new or replacement Social Security card, you'll need
to visit one of the following card centers in your area. The Brooklyn
Card Center is located at....

initial

^

To apply for a new or replacement social security card, you'll need
to visit the Card Center in your area, which is located at...

initial

Else
If
fl0125_ini_03
(card_center_info_fir card_center=brookly
st_entry=false)
n OR
card_center=queens

Sure. The Brooklyn Card Center is located at...

initial

^

fl0125_ini_04

Sure. The Card Center is located at...

initial

Always

fl0125_ini_05

(plays silence instead of "Social Security")

initial

^

fl0125_ini_63

initial

^

fl0125_ini_64

initial

^

fl0125_ini_65

initial

^

fl0125_ini_66

initial

^

fl0125_ini_67

initial

^

fl0125_ini_68

initial

Begin hours playback

fl0125_ini_06

[NOTE: If fo_hours_of_operation is NOT null, play the following
hours prompts:]

initial

Always

fl0125_ini_07

<1000ms slience>

initial

^

fl0125_ini_08

The hours of operation are...

Nuance Communications

Name

Else

Else

fl0125_ini_02

Wording

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initial

^

fl0125_ini_09

<100ms slience>

initial

^

fl0125_ini_10

NOTE: Cycle through for all day ranges.

initial

If playing more than If Weekdays are
two consecutive
Monday through
weekdays with the
Friday
same operational
hours

fl0125_ini_11

Monday through Friday...

initial

^

Else

fl0125_ini_12

(e.g., "Monday")

initial

^

^

fl0125_ini_16

<100ms slience>

initial

^

^

fl0125_ini_17

(e.g., "through Thursday")

initial

^

Always

fl0125_ini_18

<200ms silence>

initial

Else If playing two
weekdays with the
same operational
hours (consecutive
or not)
OR
More than two nonconsecutive
weekdays with the
same operational
hours

If playing last set of fl0125_ini_19
hours when there is
more than 1 set
(e.g, not when we
*only* say Monday
and Friday from
9am-5pm)

(e.g., "and monday")

initial

^

Else (Only one set of fl0125_ini_20
hours, OR not last
set of hours OR Not
last day in set)

(e.g., "Monday")

(cycle through until
the last day in the
set, including the
pause)
initial

^

Always

initial

^

Always if last day in fl0125_ini_22
set

fl0125_ini_21

(e.g., "and Friday")

initial

^

Always

<200ms silence>

initial

Else (playing
weekdays one by
one with different
operational hours)

If NOT playing the
fl0125_ini_26
last single day of the
week.

fl0125_ini_23

<100ms slience>

(e.g., "Saturday")

(cycle through until
the last day in the
set, including the
pause)
initial

^

^

fl0125_ini_27

<100ms slience>

initial

^

If last single day of
the week

fl0125_ini_28

(e.g., "and Sunday")

initial

^

Always

fl0125_ini_29

<200ms slience>

initial

If playing time

Always

fl0125_ini_30

(e.g., "from 7am")

initial

^

^

fl0125_ini_31

<100ms slience>

initial

^

^

fl0125_ini_32

(e.g., to "7pm")

initial

^

^

fl0125_ini_33

<200ms slience>

initial

If played closed time for last group or
weekdays

fl0125_ini_34

Except Federal holidays.

initial

^

fl0125_ini_35

<1000ms slience>

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initial

End hours playback

fl0125_ini_36

[NOTE: End hours playback]

initial

If card_center=brooklyn OR
card_center=queens

fl0125_ini_13

<1000 ms silence>

initial

^

fl0125_ini_14

The Queens Card Center is located at...

initial

^

fl0125_ini_15

(plays silence instead of "Social Security")

initial

^

fl0125_ini_69

initial

^

fl0125_ini_70

initial

^

fl0125_ini_71

initial

^

fl0125_ini_72

initial

^

fl0125_ini_73

initial

^

fl0125_ini_74

initial

Begin hours playback

fl0125_ini_37

[NOTE: If fo_hours_of_operation is NOT null, play the following
hours prompts:]

initial

Always

fl0125_ini_38

<1000ms slience>

initial

^

fl0125_ini_39

The hours of operation are...

initial

^

fl0125_ini_40

<100ms slience>

initial

^

fl0125_ini_41

NOTE: Cycle through for all day ranges.

initial

If playing more than If Weekdays are
two consecutive
Monday through
weekdays with the
Friday
same operational
hours

fl0125_ini_42

Monday through Friday...

initial

^

Else

fl0125_ini_43

(e.g., "Monday")

initial

^

^

fl0125_ini_44

<100ms slience>

initial

^

^

fl0125_ini_45

(e.g., "through Thursday")

initial

^

Always

fl0125_ini_46

<200ms silence>

initial

Else If playing two
weekdays with the
same operational
hours (consecutive
or not)
OR
More than two nonconsecutive
weekdays with the
same operational
hours

If playing last set of fl0125_ini_47
hours when there is
more than 1 set
(e.g, not when we
*only* say Monday
and Friday from
9am-5pm)

(e.g., "and monday")

initial

^

Else (Only one set of fl0125_ini_48
hours, OR not last
set of hours OR Not
last day in set)

(e.g., "Monday")

(cycle through until
the last day in the
set, including the
pause)
initial

^

Always

initial

^

Always if last day in fl0125_ini_50
set

(e.g., "and Friday")

initial

^

Always

<200ms silence>

initial

Else (playing
weekdays one by

If NOT playing the
fl0125_ini_52
last single day of the

Nuance Communications

fl0125_ini_49

fl0125_ini_51

<100ms slience>

(e.g., "Saturday")

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one with different
operational hours)

December 5, 2011

week.
(cycle through until
the last day in the
set, including the
pause)

initial

^

^

fl0125_ini_53

<100ms slience>

initial

^

If last single day of
the week

fl0125_ini_54

(e.g., "and Sunday")

initial

^

Always

fl0125_ini_55

<200ms slience>

initial

If playing time

Always

fl0125_ini_56

(e.g., "from 7am")

initial

^

^

fl0125_ini_57

<100ms slience>

initial

^

^

fl0125_ini_58

(e.g., to "7pm")

initial

^

^

fl0125_ini_59

<200ms slience>

initial

If played closed time for last group or
weekdays

fl0125_ini_60

Except Federal holidays.

initial

^

fl0125_ini_61

<1000ms slience>

initial

End hours playback

fl0125_ini_62

[NOTE: End hours playback]

initial

If card_center_info_first_entry=true

fl0125_ini_24

To hear that again, say 'Repeat that.' Otherwise, for information
about a local Social Security office, say 'Local Office.' To search in
a DIFFERENT zip code, say 'Change Zip Code.' Or, if you're
finished, just say 'I'm Finished.'

initial

Else (card_center_info_first_entry=false)

fl0125_ini_25

Now, for information about a local Social Security office, say 'Local
Office.' To search in a DIFFERENT zip code, say 'Change Zip
Code.' Or, if you're finished, just say 'I'm Finished.'

reprompt

If card_center_info_first_entry=true

fl0125_ree_01

My mistake. You can say 'Repeat That', 'Local Office', 'Change Zip
Code', or 'I'm Finished'.

reprompt

Else (card_center_info_first_entry=false)

fl0125_ree_02

My mistake. You can say 'Local Office', 'Change Zip Code', or 'I'm
Finished'.

Grammar
Sample Expressions

DTMF

change zip code, different zip code

En-us: 2,3; Es-us:
3

Reco Var/Option

Confirm

i'm finished, i'm done

En-us: 3,4; Es-us:
4

local office, local Social Security office

En-us: 1,2; Es-us:
2

repeat, repeat that

En-us:1; ES-us:1

Actions
Option

Condition

--

Assign : card_center_info_first_entry =false
If
card_center_info_first_entry=true

change

Always

Assign : fol_first_zip =true

--

^

^

Prompt : [fl0125_out_01]
All right. Let's look somewhere else.

goto : fl0100_GetZipCode_DM

finished

Always

Assign : fol_transaction_status =success

--

^

^

Prompt : [fl0125_out_03]
All right.

Return to calling dialog :
main
[mm0320_FieldOfficeLocator_SD]

Nuance Communications

Action

Social Security Administration
CONFIDENTIAL

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field_office

Always

December 5, 2011

Assign : office_location_entry
=from_card_center

goto : fl0120_OfficeLocationInfo_DM

Confirmation Prompts
Option

Condition

Name

Wording

field_office

Always

fl0125_cnf_ini_02 You'd like information about a local Social Security office in your
area, right?

change

Always

fl0125_cnf_ini_03 You'd like to search a different zip code, right?

finished

Always

fl0125_cnf_ini_04 You're finished, right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

nomatch 1

Prompt : [fl0125_nm1_01]
Re-Recognition :
If
card_center_info_first_entry=true Let's try again. You can say 'Repeat That' or
//If this is the first time through
press 1. 'Local Office' or 2, 'Change Zip Code'
or 3, OR say 'I'm Finished' or press 4.

nomatch 1

Else
(card_center_info_first_entry=fal
se)
//If this is not the first time
through, e.g., after the caller
says repeat

nomatch 2

Prompt : [fl0125_nm2_01]
Re-Recognition :
If
card_center_info_first_entry=true Sorry. For information about a local Social
//If this is the first time through
Security office in your area, press 1. To search
using a different zip code, press 2. Or, if your
finished, press 3.

nomatch 2

Else
(card_center_info_first_entry=fal
se)
//If this is not the first time
through, e.g., after the caller
says repeat

noinput 1

Prompt : [fl0125_ni1_01]
Re-Recognition :
If
card_center_info_first_entry=true You can say 'Repeat That' or press 1, 'Local
//If this is the first time through
Office' or 2, 'Change Zip Code' or3, OR say 'I'm
Finished' or press 4.

noinput 1

Else
(card_center_info_first_entry=fal
se)
//If this is not the first time
through, e.g., after the caller
says repeat

noinput 2

Prompt : [fl0125_ni2_01]
Re-Recognition :
If
card_center_info_first_entry=true Sorry. If you'd like to hear that information
//If this is the first time through
again, press 1. Otherwise, for information
about a local Social Security office in your area,
press 2. To search using a different zip code,
press 3. Or, if your finished, press 4.

noinput 2

Else
(card_center_info_first_entry=fal
se)
//If this is not the first time
through, e.g., after the caller
says repeat

Prompt : [fl0125_ni2_02]
Re-Recognition :
Sorry. For information about a local Social
Security office in your area, press 1. To search
using a different zip code, press 2. Or, if your
finished, press 3.

nomatch 3

Always

Assign : transfer_reason =error

Nuance Communications

Action

Transition

Prompt : [fl0125_nm1_02]
Re-Recognition :
Let's try again. You can say 'Local Office' or
press 1, 'Change Zip Code' or press 2, OR say
'I'm Finished', or press 3.

Prompt : [fl0125_nm2_02]
Re-Recognition :
Sorry. For information about a local Social
Security office in your area, press 1. To search
using a different zip code, press 2. Or, if your
finished, press 3.

Prompt : [fl0125_ni1_02]
Re-Recognition :
You can say 'Local Office' or press 1, 'Change
Zip Code' or press 2, OR say 'I'm Finished', or
press 3.

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nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
Type

Condition

Action

Transition

repeat

--

Prompt : [fl0125_repeat_01]
Sure.

Re-Recognition : Reprompt

Commands: Confirmations
See 1.2 Global Commands

Commands: Grammar
Sample Expressions

DTMF

Command

Confirm

repeat that, repeat

9

repeat

Never

Config Parameters
Parameter

Value

--

--

Developer Notes
The Spanish application will never confirm.

fl0135_FindFOFromZip_DB
Data Access
Database hit to retrieve the closest field office based on the zip code the caller gave.
Entering From
fl0105_CardCenterNeededQuestion_DM, fl0102_EvaluateZipCode_DB

Input parameters
Parameter

Value

zipCode

The five digit zip code where the caller would like to search.

Output parameters
Variable

Description

fl_hoursOfOperation

The field office hours of operation.

fl_drivingDirections

Driving directions to the field office.

fl_phoneNumber

The field office phone number.

fl_serviceProvided

Services provided by the field office.

fl_officeName

The name of the field office.

fl_officeType

The type of field office.

fl_officeTypeText

--

fl_regionalOfficeNumber

--

fl_officeOpenCloseSwitch

--

fl_officeAddress

The field office's physical address.

fl_addressType

--

fl_streeAddressLine1

--

fl_streetAddressLine2

--

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fl_streetAddressLine3

--

fl_streetAddressLine4

--

fl_city

--

fl_state

--

fl_zip5

--

fl_zip4

--

fl_officeTelephone

--

fl_telephoneNumber

--

fl_telephoneExtension

--

fl_faxNumber

--

fl_faxNumberExtension

--

fl_fieldOfficeStateAndCountyCode

--

fl_openAndCloseDayOfWeek

--

fl_openingTime24HourTime

--

fl_closingTime24HourTime

--

fl_wrapperForGeneralDirectionLines

--

fl_generalDirectionLine

--

Actions
Condition

Action

Transition

Assign : office_location_entry =first

goto : fl0120_OfficeLocationInfo_DM

success

If office found

^

Elseif office NOT found Assign : fol_first_zip =false
AND fol_first_zip=true

goto : fl0140_ZipFailedFirstTimeMsg_PP

Else (office NOT found AND fol_first_zip=false) --

goto : fl0150_NoFOMsg_PP

Assign : fol_transaction_status =failure

failure

Return to calling dialog :
main [mm0320_FieldOfficeLocator_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
If no field office is mapped to the zip code provided, we need to log the zipcode and send it to SSA

fl0140_ZipFailedFirstTimeMsg_PP
Simple Play Prompt
Informs the caller that a field office was not found (based on the zip code that was given), but we'll try searching again.
Entering From
fl0135_FindFOFromZip_DB

Initial Prompts
Type

Condition

Name

Wording

initial

Always

fl0140_out_01

Hmm... I didn't find anything. Let's try this again.

Actions
Condition

Action

Transition

Always

Assign : fol_zip_code_entry =not_found

--

Always

--

goto : fl0100_GetZipCode_DM

Developer Notes

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--

fl0150_NoFOMsg_PP
Simple Play Prompt
Informs the caller that a field office was not found (based on the zip code given), before transferring the call to an agent.
Entering From
fl0135_FindFOFromZip_DB

Initial Prompts
Type

Condition

Name

Wording

initial

Always

fl0150_out_01

I'm sorry, but I can't seem to find a local office for the zip code you
gave me.......

Actions
Condition

Action

Transition

Always

Assign : fol_transaction_status =failure

--

Always

--

Return to calling dialog :
main [mm0320_FieldOfficeLocator_SD]

Developer Notes
--

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2.8 KnowledgeBasedAuthentication Dialog
Knowledge Based Authentication will authenticate the caller by asking them a series of questions regarding their identity.

ka0100_ElementsCheck_DB
Data Access
checks backend to determine which data elements are required.
Entering From
mm3005_KBAuthentication_SD, mr0130_KBAuthentication_SD, bv0130_KBAuthentication_SD, ca0300_KBAuthentication_SD,
dd0300_KBAuthentication_SD, rb0300_KBAuthentication_SD, cs0110_KBAuthentication_SD

Input parameters
Parameter

Value

applicationName

The application mapped to this DNIS

Output parameters
Variable

Description

ka_collectSSN

Boolean to determine if the application requires the caller to
authenticate the social security number.

ka_collectName

Boolean to determine if the application requires the caller to
authenticate the first name.

ka_collectDateOfBirth

Boolean to determine if the application requires the caller to
authenticate the date of birth.

ka_collectPlaceOfBirth

Boolean to determine if the application requires the caller to
authenticate the place of birth.

ka_collectMothersMaidenName

Boolean to determine if the application requires the caller to
authenticate the mother's maiden name.

ka_collectPaymentAmount

Boolean to determine if the application requires the caller to
authenticate the payment amount.

Actions
Condition

Action

Transition

success

If ka_collectSSN=true -AND caller_ssn=NULL

goto : ka0105__AttestFlagCheck_DS

^

-Elseif
ka_collectName=true
AND
caller_first_name=NUL
L OR
caller_last_name=NUL
L

goto : ka0105__AttestFlagCheck_DS

^

-Elseif
ka_collectDateOfBirth=t
rue AND
caller_dob=NULL

goto : ka0105__AttestFlagCheck_DS

^

-Elseif
ka_collectMothersMaid
enName=true AND
caller_maiden_name=
NULL

goto : ka0105__AttestFlagCheck_DS

^

-Elseif
ka_collectPlaceOfBirth
=true AND

goto : ka0105__AttestFlagCheck_DS

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caller_pob=NULL
^

-Elseif
ka_collectPaymentAmo
unt=true AND
caller_last_payment=N
ULL

^

Else (no information
need to be collected)

failure

goto : ka0105__AttestFlagCheck_DS

Assign : kba_transaction_status =success

Return to calling dialog :
BenefitsVerification
[bv0130_KBAuthentication_SD]
ChangeOfAddress
[ca0300_KBAuthentication_SD]
ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit [dd0300_KBAuthentication_SD]
MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main [mm3005_KBAuthentication_SD]

Assign : kba_transaction_status =failure

Return to calling dialog :
BenefitsVerification
[bv0130_KBAuthentication_SD]
ChangeOfAddress
[ca0300_KBAuthentication_SD]
ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit [dd0300_KBAuthentication_SD]
MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main [mm3005_KBAuthentication_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
The data elements that need to be collected for each app is as follows:
Screen Pop (abr = 2): SSN
Claim Status: SSN, DOB
BEVE, MRC, or ReplacementBenefitStatement: SSN, Name, DOB
COA, DD, or Screen Splash (abr = 3) need all data elements: SSN, Name, DOB, POB, Mother's Maiden, PaymentAmount

ka0105__AttestFlagCheck_DS
Decision
Checks whether the caller should hear the attestation, perjury, and O.M.B. messages and transitions accordingly.
Entering From
ka0100_ElementsCheck_DB

Actions
Condition

Action

Transition

If play_attestation_flag = true

--

goto : ka0110_AttestCheck_DS

Else
\\ if
play_attestation_flag =
false

If
current_task=change_a
ddress OR
direct_deposit

Prompt : [ka0105_out_01]
-Before I can access your records, I'll need to
ask a question or two to verify who you are,
including the EXACT dollar amount of your last
benefit payment.

^

Else

Prompt : [ka0105_out_02]
Before I can access your records, I'll need to
ask a question or two to verify who you are.

Nuance Communications

Social Security Administration
CONFIDENTIAL

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^

Always

December 5, 2011

--

goto : ka0300_SSNNull_DS

Developer Notes
--

ka0110_AttestCheck_DS
Decision
Determine transition based on whether or not the attestation message has been heard by the caller.
Entering From
ka0105__AttestFlagCheck_DS

Actions
Condition

Action

Transition

If attestation_heard=false

--

goto : ka0200_PreAttestationMsg_PP

-Elseif
If
attestation_heard=true current_task=applicatio
n_status AND
application_status_OM
B_heard=false

goto : ka0220_OMBNumber_PP

^

-Elseif
current_task=applicatio
n_status AND
application_status_OM
B_heard=true

goto : ka0300_SSNNull_DS

^

-Elseif
current_task=|=applicat
ion_status AND
kba_OMB_heard=false

goto : ka0220_OMBNumber_PP

^

-Else
(current_task=|=applica
tion_status AND
kba_OMB_heard=true)

goto : ka0300_SSNNull_DS

Developer Notes
--

ka0200_PreAttestationMsg_PP
Simple Play Prompt
Informs callers that they will be asked some questions.
Entering From
ka0110_AttestCheck_DS

Initial Prompts
Type

Condition

Name

Wording

initial

If current_task=change_address OR
direct_deposit

ka0200_out_01

Before I can access your records, I'll need to ask a question or two
to verify who you are, including the EXACT dollar amount of your
last benefit payment.

initial

Elseif current_task=screen_pop OR
screen_splash

ka0200_out_02

I'm going to get someone to help you, but first I need to get some
information.

initial

Else

ka0200_out_03

Before I can access your records, I'll need to ask a question or two
to verify who you are.

Actions
Condition

Nuance Communications

Action

Transition

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--

Always

goto : ka0210_AttestationQuestion_DM

Developer Notes
--

ka0210_AttestationQuestion_DM
YesNo Recognition
Plays the attestation message and asks callers to agree.
Entering From
ka0200_PreAttestationMsg_PP

Initial Prompts
Type

Condition

Name

Wording

initial

If current_task=benefits_verification

ka0210_ini_01

Social Security is allowed to collect this information under the
Social Security Act, and the collection meets the requirements of
the Paperwork Reduction Act under O.M.B. number '0 9 6 0 0 5 9
6'. The whole process should take about 4 minutes.

initial

Elseif current_task=application_status

ka0210_ini_02

Social Security is allowed to collect this information under the
Social Security Act, and the collection meets the requirements of
the Paperwork Reduction Act under O.M.B. number '0 9 6 0 0 7 6
3.' The whole process should take about 2 minutes.

initial

Elseif current_task=change_address

ka0210_ini_03

Social Security is allowed to collect this information under the
Social Security Act, and the collection meets the requirements of
the Paperwork Reduction Act under O.M.B. number '0 9 6 0 0 5 9
6.' The whole process should take about 5 minutes.

initial

Elseif current_task=direct_deposit

ka0210_ini_04

Social Security is allowed to collect this information under the
Social Security Act, and the collection meets the requirements of
the Paperwork Reduction Act under O.M.B. numbers '0 9 6 0 0 5 9
6’ and “0 9 6 0 0 6 3 4.' The whole process should take about 7
minutes.

initial

Elseif current_task=card_medicare

ka0210_ini_05

Social Security is allowed to collect this information under the
Social Security Act, and the collection meets the requirements of
the Paperwork Reduction Act under O.M.B. number '0 9 6 0 0 5 9
6.' The whole process should take about 4 minutes.

initial

Elseif current_task=screen_pop

ka0210_ini_06

Social Security is allowed to collect this information under the
Social Security Act, and the collection meets the requirements of
the Paperwork Reduction Act under O.M.B. number '0 9 6 0 0 7 9
0.' The whole process should take about one minute.

initial

Elseif current_task=screen_splash

ka0210_ini_07

Social Security is allowed to collect this information under the
Social Security Act, and the collection meets the requirements of
the Paperwork Reduction Act under O.M.B. number '0 9 6 0 0 5 9
6.' The whole process should take about 4 minutes.

initial

Else (current_task=benefits_statement)

ka0210_ini_08

Social Security is allowed to collect this information under the
Social Security Act, and the collection meets the requirements of
the Paperwork Reduction Act under O.M.B. numbers '0 9 6 0 0 5 9
6’ and ‘0 9 6 0 0 5 8 3.' The whole process should take about 6
minutes.

initial

Always

ka0210_ini_09

<1000ms slience>

initial

^

ka0210_ini_10

To hear detailed information about the Privacy Act or Paperwork
Reduction Act, say 'More Information.' Otherwise, say 'Continue.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

more information

1

If Necessary

continue

2

Never

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Actions
Option

Condition

Action

Transition

Always

Assign : application_status_OMB_heard =true -If
current_task=application_status

^

Assign : kba_OMB_heard =true
Else
(current_task=|=application_statu
s)

more_information

Always

--

goto : ka0225_WhichActDetails_DM

continue

Always

--

goto : ka0270_PerjuryMessage_DM

--

Confirmation Prompts
Option

Condition

more_informa Always
tion

Name

Wording

ka0210_cnf_ini_0 You want to hear more information on the Privacy Act or
1
Paperwork Reduction Act, right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [ka0210_nm1_01]
Re-Recognition :
Let's try again...You can say 'More Information'
or press 1, OR say 'Continue', or press 2.

nomatch 2

^

Prompt : [ka0210_nm2_01]
Sorry. If you'd like to hear detailed information
about the Privacy Act or Paperwork Reduction
Act, press 1. Otherwise, press 2.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [ka0210_ni1_01]
Re-Recognition :
If you'd like to hear more information about the
Privacy Act or Paperwork Reduction Act say
'More Information' or press 1. Otherwise, say
'Continue' or press 2.

noinput 2

^

Prompt : [ka0210_ni2_01]
Sorry. If you'd like to hear detailed information
about the Privacy Act or Paperwork Reduction
Act, press 1. Otherwise, press 2.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

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ka0220_OMBNumber_PP
Simple Play Prompt
Reads back the Office of Management and Budget (O.M.B.) clearance numbers and the process time for the requested application.
Entering From
ka0110_AttestCheck_DS

Initial Prompts
Type

Condition

Name

Wording

initial

If current_task=benefits_verification

ka0220_out_01

So you know, this collection meets the requirements of the
Paperwork Reduction Act under O.M.B. number '0 9 6 0 0 5 9 6.'
The process should take about 4 minutes.

initial

Elseif current_task=application_status

ka0220_out_02

So you know, this collection meets the requirements of the
Paperwork Reduction Act under O.M.B. number '0 9 6 0 0 7 6 3.'
The whole process should take about 2 minutes.

initial

Elseif current_task=change_address

ka0220_out_03

So you know, this collection meets the requirements of the
Paperwork Reduction Act under O.M.B. number '0 9 6 0 0 5 9 6.'
The process should take about 5 minutes.

initial

Elseif current_task=direct_deposit

ka0220_out_04

So you know, this collection meets the requirements of the
Paperwork Reduction Act under O.M.B. numbers '0 9 6 0 0 5 9 6’
and ‘0 9 6 0 0 6 3 4.' The process should take about 7 minutes.

initial

Elseif current_task=card_medicare

ka0220_out_05

So you know, this collection meets the requirements of the
Paperwork Reduction Act under O.M.B. number '0 9 6 0 0 5 9 6.'
The process should take about 4 minutes.

initial

Elseif current_task=screen_pop

ka0220_out_06

So you know, this collection meets the requirements of the
Paperwork Reduction Act under O.M.B. number '0 9 6 0 0 7 9 0.'
The process should take about one minute.

initial

Elseif current_task=screen_splash

ka0220_out_07

So you know, this collection meets the requirements of the
Paperwork Reduction Act under O.M.B. number '0 9 6 0 0 5 9 6.'
The process should take about 4 minutes.

initial

Else (current_task=benefits_statement)

ka0220_out_08

So you know, this collection meets the requirements of the
Paperwork Reduction Act under O.M.B. numbers '0 9 6 0 0 5 9 6’
and ‘0 9 6 0 0 5 8 3.' The process should take about 6 minutes.

Actions
Condition

Action

Transition

If current_task=benefits_verification

Assign : kba_OMB_heard =true

--

Elseif current_task=application_status

Assign : application_status_OMB_heard =true --

Elseif current_task=change_address

Assign : kba_OMB_heard =true

--

Elseif current_task=direct_deposit

Assign : kba_OMB_heard =true

--

Elseif current_task=card_medicare

Assign : kba_OMB_heard =true

--

Elseif current_task=screen_pop

Assign : kba_OMB_heard =true

--

Elseif current_task=screen_splash

Assign : kba_OMB_heard =true

--

Else (current_task=benefits_statement)

Assign : kba_OMB_heard =true

--

Always

--

goto : ka0300_SSNNull_DS

Developer Notes
Prompt ka0220_out_06 should never actually be reached in this state because if they've already gone through kba once then the SSN should
have already been collected and a caller with task = screen pop would not reach this state. Same with prompt ka0220_out_06 and second time
through main menu because all other elements already collect SSN and DOB.

ka0225_WhichActDetails_DM
CustomContext Recognition
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Disambiguates to determine if the caller wants to hear the Privacy Act, Paperwork Reduction Act, or both.
Entering From
ka0210_AttestationQuestion_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ka0225_ini_01

Would you like to hear a detailed statement of the Privacy Act,
Paperwork Reduction Act, or Both?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

privacy act

1

If Necessary

paperwork reduction act

2

If Necessary

both

3

If Necessary

neither

4

If Necessary

Actions
Option

Condition

Action

Transition

privacy_act

Always

Prompt : [ka0225_out_01]
All right.

goto : ka0230_PrivacyActDetails_DM

paperwork_act

Always

Prompt : [ka0225_out_02]
All right.

goto :
ka0240_PaperworkActDetails_DM

both

Always

Assign : attestation_act_details =both

--

^

^

Prompt : [ka0225_out_03]
All right. We'll start with the Privacy Act.

goto : ka0230_PrivacyActDetails_DM

neither

Always

Prompt : [ka0225_out_04]
All right.

goto : ka0270_PerjuryMessage_DM

Confirmation Prompts
Option

Condition

Name

privacy_act

Always

ka0225_cnf_ini_0 You'd like to hear details of the Privacy Act, right?
1

Wording

paperwork_a Always
ct

ka0225_cnf_ini_0 You'd like to hear details of the Paperwork Reduction Act, right?
2

both

Always

ka0225_cnf_ini_0 You want to hear the details of both, right?
3

neither

Always

ka0225_cnf_ini_0 You don't want to hear either, is that right?
4

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [ka0225_nm1_01]
Let's try again...You can say 'Privacy Act' or
press 1, 'Paperwork Reduction Act' press 2,
'Both' 3, OR 'Neither' 4.

Re-Recognition :

nomatch 2

^

Prompt : [ka0225_nm2_01]
Re-Recognition :
Sorry. If you want to hear a detailed statement
of the Privacy Act, press 1. To hear the
Paperwork Reduction Act, press 2. To hear
both, press 3. Or, if you don't want to hear
either, press 4.

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nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [ka0225_ni1_01]
Re-Recognition :
You can say 'Privacy Act' or press 1,
'Paperwork Reduction Act' press 2, 'Both' 3, OR
'Neither' 4.

noinput 2

^

Prompt : [ka0225_ni2_01]
Re-Recognition :
Sorry. If you want to hear a detailed statement
of the Privacy Act, press 1. To hear the
Paperwork Reduction Act, press 2. To hear
both, press 3. Or, if you don't want to hear
either, press 4.

noinput 3

Always

Assign : transfer_reason =error

--

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

noinput 3

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ka0230_PrivacyActDetails_DM
CustomContext Recognition
Plays the details of the Privacy Act, with the option to skip the message at anytime during the playback.
Entering From
ka0225_WhichActDetails_DM, ka0260_PaperworkEndMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ka0230_ini_01

To skip to the end of the message, at any time, just say 'Skip It'.

initial

^

ka0230_ini_02

<500ms slience>

initial

^

ka0230_ini_03

Privacy Act Statement.

initial

^

ka0230_ini_04

<500ms slience>

initial

^

ka0230_ini_05

Collection and Use of Personal Information.

initial

^

ka0230_ini_06

<500ms slience>

initial

^

ka0230_ini_07

Sections 'two zero five A' and 'one one zero six' of the Social
Security Act, as amended, authorize us to collect certain
information to permit access to our automated telephone
applications to report, use, or submit claims related information to
us. You do not have to use our telephone services and your
responses to the questions we ask are voluntary. Failure to
provide the information, however, will prevent you from using our
automated telephone services.

initial

^

ka0230_ini_08

<500ms slience>

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initial

^

ka0230_ini_09

We rarely use the information you give us for any purpose other
than to grant access to our automated telephone services and for
claims related business transactions. However, we may use the
information you give us for the administration and integrity of our
programs. We may also disclose information to another person or
to another agency in accordance with approved routine uses,
which include, but are not limited to, the following: first, to comply
with Federal laws requiring the release of information from Social
Security records (e.g. to the Government Accountability Office and
Department of Veterans Affairs); second, to facilitate statistical
research, audit , or investigative activities necessary to assure the
integrity and improvement of Social Security programs; third, to
respond to a request on your behalf from a Congressional office or
the Office of the President; and fourth, to other Federal agencies
and our contractors, including external data sources, to assist us in
efficiently administering our programs.

initial

^

ka0230_ini_10

<500ms slience>

initial

^

ka0230_ini_11

We may also use the information you give us in computer matching
programs. Matching programs compare our records with records
kept by other Federal, State, or local government agencies. We
use the information from these programs to establish or verify a
person's eligibility for federal-funded or administered benefit
programs and for repayment of incorrect payments or delinquent
debts under these programs.

initial

^

ka0230_ini_12

<500ms slience>

initial

^

ka0230_ini_13

A complete list of routine uses for this information is available in
our Privacy Act System of Records Notice entitled, Claims Folder
System number 'six zero dash zero zero eight nine.' Additional
information regarding this information collection, routine uses of
information, and other Social Security programs are available on
our website at 'social security dot G O V' or at your local Social
Security office.

initial

^

ka0230_ini_14

<500ms slience>

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

skip it, skip

1

If Necessary

Actions
Option

Condition

Action

Transition

skip_it

Always

--

goto : ka0250_PrivacyEndMenu_DM

Confirmation Prompts
Option

Condition

Name

skip_it

Always

ka0230_cnf_ini_0 You want to skip to the end of the Privacy Act details, right?
1

Wording

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt : [ka0230_nm1_01]
Re-Recognition :
If you're done listening to the message you can
say 'Skip It' or press 1. Otherwise... Under the
Privacy Act Statement we collect facts needed
to quickly identify who you are and provide the
information you requested. Giving us these
facts is voluntary. However, without them we
may not be able to give you the information that
you want. The Social Security Administration

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will not use the information for any other
purpose.
nomatch 2

Always

Prompt : [ka0230_nm2_01]
Let's continue...

goto : ka0250_PrivacyEndMenu_DM

noinput 1

Always

Prompt : [ka0230_ni1_01]
Let's continue

goto : ka0250_PrivacyEndMenu_DM

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

maxnoinputstotal

0

Developer Notes
--

ka0240_PaperworkActDetails_DM
CustomContext Recognition
Plays the details of the Paperwork Reduction Act, with the option to skip the message at anytime during the playback.
Entering From
ka0225_WhichActDetails_DM, ka0250_PrivacyEndMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ka0240_ini_01

To skip to the end of the message, at any time, just say 'Skip It'.

initial

^

ka0240_ini_02

<500ms slience>

initial

^

ka0240_ini_03

Paperwork Reduction Act Statement:

initial

^

ka0240_ini_04

<500ms slience>

initial

^

ka0240_ini_05

This information collection meets the requirements of 44 U.S.C.
Section three five zero seven, as amended by section 2 of the
Paperwork Reduction Act of 1995. You do not need to answer
these questions unless we present a valid Office of Management
and Budget control number. Send comments relating to our time
estimate to: SSA, 6401 Security Boulevard, Baltimore, Maryland
21235-6401.

initial

^

ka0240_ini_06

<500ms slience>

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

skip it, skip

1

If Necessary

Actions
Option

Condition

Action

Transition

skip_it

Always

--

goto :
ka0260_PaperworkEndMenu_DM

Confirmation Prompts
Option

Condition

Name

skip_it

Always

ka0240_cnf_ini_0 You want to skip to the end of the Paperwork Reduction Act
1
details, right?

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Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

--

Prompt : [ka0240_nm1_01]
Re-Recognition :
If you're done listening to the message you can
say 'Skip It' or press 1. Otherwise...The
Paperwork Reduction Act Statement
information collection meets the requirements
of 44 U.S.C. Section three five zero seven, as
amended by section 2 of the Paperwork
Reduction Act of 1995. You do not need to
answer these questions unless we present a
valid Office of Management and Budget control
number. Send comments relating to our time
estimate to: SSA, 6401 Security Boulevard,
Baltimore, Maryland 21235-6401.

nomatch 2

--

Prompt : [ka0240_nm2_01]
Let's continue...

goto :
ka0260_PaperworkEndMenu_DM

noinput 1

Always

--

goto :
ka0260_PaperworkEndMenu_DM

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

maxnoinputstotal

0

Developer Notes
--

ka0250_PrivacyEndMenu_DM
CustomContext Recognition
After the Privacy Act details are heard this end menu gives the options to repeat, hear the Paperwork Reduction Act, or continue.
Entering From
ka0230_PrivacyActDetails_DM

Initial Prompts
Type

Condition

Name

Wording

initial

If attestation_act_details = both

ka0250_ini_01

To hear that again, say 'Repeat That.' To go ahead and hear the
'Paperwork Reduction' Act now, say 'Paperwork.' Otherwise, say
'Continue.'

initial

Else

ka0250_ini_02

To hear that again, say 'Repeat That.' To hear the 'Paperwork
Reduction' Act, say 'Paperwork.' Otherwise, say 'Continue.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

repeat that, repeat

1

If Necessary

paperwork reduction act

2

If Necessary

continue

3

If Necessary

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Actions
Option

Condition

Action

Transition

continue

Always

--

goto : ka0270_PerjuryMessage_DM

paperwork_act

Always

--

goto :
ka0240_PaperworkActDetails_DM

Confirmation Prompts
Option

Condition

Name

repeat

Always

ka0250_cnf_ini_0 You want to hear the Privacy Act details again, right?
1

Wording

paperwork_a Always
ct

ka0250_cnf_ini_0 You'd like to hear details of the Paperwork Reduction Act, right?
2

continue

ka0250_cnf_ini_0 You want to continue, right?
3

Always

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [ka0250_nm1_01]
Re-Recognition :
Let's try again... You can say 'Repeat That' or
press 1, 'Paperwork Reduction Act' or press 2,
OR say 'Continue' or press 3.

nomatch 2

Always

Prompt : [ka0250_nm2_01]
Let's keep going...

goto : ka0270_PerjuryMessage_DM

noinput 1

Always

Prompt : [ka0250_ni1_01]
Let's keep going...

goto : ka0270_PerjuryMessage_DM

Commands: State-Specific Behavior
Type

Condition

Action

Transition

repeat

--

Prompt : [ka0250_repeat_01]
Sure.

goto : ka0230_PrivacyActDetails_DM

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ka0260_PaperworkEndMenu_DM
CustomContext Recognition
After the Paperwork Reduction Act details are heard this end menu gives the options to repeat, hear the Privacy Act, or continue.
Entering From
ka0240_PaperworkActDetails_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ka0260_ini_01

To hear that again, say 'Repeat That.' To hear the 'Privacy' Act, say
'Privacy.' Otherwise, say 'Continue.'

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Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

repeat that, repeat

1

If Necessary

privacy act

2

If Necessary

continue

3

If Necessary

Actions
Option

Condition

Action

Transition

continue

--

--

goto : ka0270_PerjuryMessage_DM

privacy

--

--

goto : ka0230_PrivacyActDetails_DM

Confirmation Prompts
Option

Condition

Name

repeat

Always

ka0260_cnf_ini_0 You want to hear the Paperwork Reduction Act details again, right?
1

Wording

privacy_act

Always

ka0260_cnf_ini_0 You'd like to hear details of the Privacy Act, right?
2

continue

Always

ka0260_cnf_ini_0 You want to continue, right?
3

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [ka0260_nm1_01]
Let's try again... You can say 'Repeat That' or
press 1, 'Privacy Act' or press 2, OR say
'Continue' or press 3.

Re-Recognition :

nomatch 2

Always

Prompt : [ka0260_nm2_01]
Let's keep going...

goto : ka0270_PerjuryMessage_DM

noinput 1

Always

Prompt : [ka0260_ni1_01]
Let's keep going...

goto : ka0270_PerjuryMessage_DM

Condition

Action

Transition

--

Prompt : [ka0260_repeat_01]
Sure.

goto :
ka0240_PaperworkActDetails_DM

Commands: State-Specific Behavior
Type
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ka0270_PerjuryMessage_DM
YesNo Recognition
Plays the perjury disclaimer to the caller and verifies they understand and agree to the terms.

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Entering From
ka0210_AttestationQuestion_DM, ka0225_WhichActDetails_DM, ka0250_PrivacyEndMenu_DM, ka0260_PaperworkEndMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ka0270_ini_01

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

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes

1

Never

no

2

Never

Actions
Option

Condition

Action

Transition

yes

Always

Assign : attestation_confirmed =true

--

^

^

Prompt : [ka0270_out_01]
Alright, thanks. Let's keep going.

goto : ka0300_SSNNull_DS

no

Always

Assign : attestation_confirmed =declined

--

^

^

Assign : kba_transaction_status
=attestation_declined

--

^

^

Prompt : [ka0270_out_02]
Without your agreement, I won't be able to help
you with anything that requires access to
personal information.

Return to calling dialog :
BenefitsVerification
[bv0130_KBAuthentication_SD]
ChangeOfAddress
[ca0300_KBAuthentication_SD]
ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit
[dd0300_KBAuthentication_SD]
MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main
[mm3005_KBAuthentication_SD]

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [ka0270_nm1_01]
Let's try again...Do you understand and agree
to these terms?

Re-Recognition :

nomatch 2

^

Prompt : [ka0270_nm2_01]
Re-Recognition :
Sorry. To hear the terms again, press 9. If you
DO understand and agree to the terms, press 1.
If you DON'T understand or agree to them,
press 2.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [ka0270_ni1_01]
Re-Recognition :
If you DO understand and agree to the terms,
say 'Yes' or press 1. If you DON'T understand
or agree to them, say 'No' or press 2.

noinput 2

^

Prompt : [ka0270_ni2_01]

Recovery Behavior

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Sorry. To hear the terms again, press 9. If you
understand and agree to the terms, press 1. If
you DON'T understand or agree to them, press
2.
noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ka0300_SSNNull_DS
Decision
Determines transition, based on the value of the caller_ssn variable.
Entering From
ka0110_AttestCheck_DS, ka0220_OMBNumber_PP, ka0270_PerjuryMessage_DM, ka0105__AttestFlagCheck_DS

Actions
Condition

Action

Transition

--

goto : ka0310_GetSSN_DM

If ka_collectSSN=true

If caller_ssn=NULL

^

-Else
(caller_ssn=|=NULL)

goto : ka0320_NameNull_DS

Else

Always

--

goto : ka0320_NameNull_DS

Developer Notes
--

ka0310_GetSSN_DM
SocialSecurity Recognition
Collects the caller's Social Security number.
Entering From
ka0300_SSNNull_DS

Initial Prompts
Type

Condition

Name

Wording

initial

If current_task=screen_pop

ka0310_ini_01

What's your Social Security Number?

initial

Else (current_task=|=screen_pop)

ka0310_ini_02

First, what's your Social Security number?

reprompt

(after repeat or disconfirmation)

ka0310_ree_01

Tell me your Social Security number or enter it on your phone's
keypad.

Grammar
Sample Expressions

Nuance Communications

DTMF

Social Security Administration
CONFIDENTIAL

Reco Var/Option

Confirm

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[9-digits]

[9-digits]

>

Always

repeat, repeat that
// repeat

9

Never

Actions
Option

Condition

Action

Transition

[9-digit string]

Always

Assign : caller_ssn =

--

^

^

Prompt : [ka0310_out_01]
Thanks.

goto : ka0320_NameNull_DS

repeat

Always

Prompt : [ka0310_out_02]
Sure.

Re-Recognition : Reprompt

Confirmation Prompts
Option

Condition

Name

ssn

--

ka0310_cnf_ini_0 Just to make sure, your Social Security number is...
1

Wording

--

--

ka0310_cnf_ini_0 [ssn]
2

--

Always

gl_cnf_ini_02

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [ka0310_nm1_01]
Re-Recognition :
Let's try again... Please say or enter your ninedigit Social Security number, one digit at a time.

nomatch 2

^

Prompt : [ka0310_nm2_01]
Sorry. Please enter the nine digits of your
Social Security number now.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [ka0310_ni1_01]
Re-Recognition :
Please key-in or say your nine-digit Social
Security number, like this: five six seven, eight
nine, zero one two three.

noinput 2

^

Prompt : [ka0310_ni2_01]
Sorry. Please enter the nine digits of your
Social Security number now.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Nuance Communications

Value

Social Security Administration
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--

--

Developer Notes
--

ka0320_NameNull_DS
Decision
Determines transition, based on the value of the caller_first_name variable.
Entering From
ka0300_SSNNull_DS, ka0310_GetSSN_DM

Actions
Condition

Action

Transition

If ka_collectName=true

Comment : In practice, if the caller reaches this -state, kba_collectName will ALWAYS be true;
the Else condition is included in the interest of
completeness

^

-If
caller_first_name=NUL
L

goto : ka0325_TNRSLocation_DS

^

-Else
(caller_first_name=|=N
ULL)

goto : ka0500_DOBNull_DS

Else

Always

--

goto : ka0500_DOBNull_DS

Developer Notes
--

ka0325_TNRSLocation_DS
Decision
This decision state determines if the TNRS database hit will be done before or after the first name collection.
Entering From
ka0320_NameNull_DS

Actions
Condition

Action

Transition

If tnrs_db_upfront = false

--

goto : ka0330_SetCallerNameParameters_DS

Else (If tnrs_db_upfront = true)

--

goto : ka0350_TNRS_DB

Developer Notes
--

ka0330_SetCallerNameParameters_DS
Decision
Sets parameter values that are needed by the NameOSDM dialog.
Entering From
ka0350_TNRS_DB, ka0325_TNRSLocation_DS, ka0352_CollectFullName_DS

Actions
Condition

Nuance Communications

Action

Transition

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Always

Comment : set parameters before entering
NameOSDM

--

^

Assign : collectname_alwaysaskspelling
='FALSE'

--

^

Assign :
collectname_confirmationapologyprompt
='default_name_confirmationapology'

--

^

Assign : collectname_entryprompt
-='default_name_entryprompt_firstname_lastna
me'

^

Assign : collectname_exitfailureprompt
='default_name_exitfailureprompt'

--

^

Assign : collectname_exitsuccessprompt
='default_name_exitsuccessprompt'

--

^

Assign :
collectname_firstnamehighconfidencelevel
='tbd' (default =0.85f)

--

^

Assign :
collectname_lastnamehighconfidencelevel
='tbd' (default = 0.875f)

--

^

Assign : collectname_maxcorrections =1

--

^

Assign : collectname_maxnoinputstotal =2

--

^

Assign : collectname_maxnomatchestotal =2

--

^

Assign : collectname_names_to_collect
='FIRST_LAST'

--

^

Assign : collectname_overallconfirmation
='ALWAYS'

--

^

Assign : collectname_spellingonly ='FALSE'

--

^

Assign : name_collect_task =caller

--

--

^

goto : ka0340_GetCallerName_SD

Developer Notes
--

ka0340_GetCallerName_SD
Subdialog Call
Calls the NameOSDM module.
Entering From
ka0330_SetCallerNameParameters_DS
Dialog called
Proceed to initial node in:

NameOSDM

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions

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Condition

Action

Transition

If
Always
name_status=success

Assign : caller_first_name =

--

^

^

Assign : caller_last_name =

--

^

If tnrs_checked =
true and
caller_first_name =
tnrsfirstname and
(caller_last_name =
tnrslastname or
caller_last_name =
tnrsotherlastname)

--

goto : ka0500_DOBNull_DS

^

Else

--

goto : ka0400_AltNameNull_DS

Else
(name_status=failure)

Assign : kba_transaction_status =failure
If
transfer_reason=erro
r

Return to calling dialog :
BenefitsVerification
[bv0130_KBAuthentication_SD]
ChangeOfAddress
[ca0300_KBAuthentication_SD]
ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit [dd0300_KBAuthentication_SD]
MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main [mm3005_KBAuthentication_SD]

^

Assign : spell_name =true
Else
(transfer_reason=|=e
rror)

--

^

^

^

-Else
(transfer_reason=|=e
rror) AND
tnrs_checked=false

^

Comment : If TNRS DB hit fails, the call
goto :
Else
(transfer_reason=|=e proceeds to the NameOSDM and attempts the ka0360_SetCallerNameRetryParameters_DS
rror) AND
match.
tnrs_checked=true

Assign : name_status =Undefined

-goto : ka0350_TNRS_DB

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

ka0350_TNRS_DB
Data Access
Accesses the TNRS DB if name collection fails
Entering From
ka0340_GetCallerName_SD, ka0325_TNRSLocation_DS

Input parameters
Parameter

Value

wsse:Username

Username

wsse:Password

Password

wsse:Nonce

--

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wsu:Created

Transaction creation timestamp.

wsu:Expired

Transaction expiration timestamp.

ssn

9 digis SSN

associatedAppID

8 Characters max. Application ID calling the service.

ani

10 digit caller ANI. If unavailable, value should be 10 zeros.

Output parameters
Variable

Description

tnrs_statusCode

Possible values that can be returned are: 0000=Success, 0151=System
Failure, or 9999=Unsuccessful.

tnrs_firstName

First name, max length 10

tnrs_lastName

Last name, max length 13

tnrs_otherLastName

Other last name, max length 13

Actions
Condition

Action

Transition

If tnrs_statusCode=0000 (success)

Assign : tnrs_checked =true

--

^

If tnrs_db_upfront =
false

--

goto :
ka0360_SetCallerNameRetryParameters_DS

^

Else (If tnrs_db_upfront -= true)

Else

If tnrs_db_upfront =
false

^

goto : ka0330_SetCallerNameParameters_DS
Else (If tnrs_db_upfront Comment : If TNRS DB hit fails, the call
= true)
proceeds to the NameOSDM and attempts the
match.

--

goto : ka0352_CollectFullName_DS

Comment : If tnrs_db_upfront=false, then this
condition can only be reached if the initial Say
and Spell collection in NameOSDM has failed

--

goto :
ka0360_SetCallerNameRetryParameters_DS

goto : ka0352_CollectFullName_DS

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
If last name matches on 'alternative' name we can accept it but we need to pass both last and alternative name to backend

ka0352_CollectFullName_DS
Decision
Determines if using the TNRS grammar (true) of if using NameOSDM (false).
Entering From
ka0350_TNRS_DB

Actions
Condition

Action

Transition

If collect_full_name=true

--

goto : ka0355_TNRSGetName_DM

Else (if collect_full_name=false)

--

goto : ka0330_SetCallerNameParameters_DS

Developer Notes
--

ka0355_TNRSGetName_DM
CustomContext Recognition
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If tnrs_db_upfront = true, this DM gathers the caller's first and last name together.
Entering From
ka0352_CollectFullName_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ka0355_ini_01

Now, tell me your full name, first then last.

reprompt

(after repeat)

ka0355_ree_01

Please tell me your full name, both first and last.

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

--

>

Never

repeat, repeat that
// repeat

9

Never

Actions
Option

Condition

Action

Transition

Always

Assign : caller_first_name =

--

^

^

Assign : caller_last_name =

--

^

^

Prompt : [ka0355_out_01]
Thanks.

Go to Previous Node

^

-If caller_first_name =
tnrsfirstname and
(caller_last_name = tnrslastname
or caller_last_name =
tnrsotherlastname)

^

Else

--

goto : ka0400_AltNameNull_DS

repeat

Always

Prompt : [ka0355_out_02]
Sure.

Re-Recognition : Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [ka0355_nm1_01]
Let's try again... Please tell me your first AND
last name.

Re-Recognition :

nomatch 2

^

Prompt : [ka0355_nm2_01]
Sorry.

goto :
ka0330_SetCallerNameParameters_
DS

noinput 1

Always

Prompt : [ka0355_ni1_01]
Please tell me your first AND last name.

Re-Recognition :

noinput 2

^

--

goto :
ka0330_SetCallerNameParameters_
DS

goto : ka0500_DOBNull_DS

Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters

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Parameter

Value

--

--

Developer Notes
NOTE that, TNRS returns the caller's name on the basis of SSN, then a grammar is constructed that allows the caller to match against the name
from the DB

ka0360_SetCallerNameRetryParameters_DS
Decision
Sets parameter values that are needed by the NameOSDM dialog.
Entering From
ka0340_GetCallerName_SD, ka0350_TNRS_DB

Actions
Condition

Action

Transition

Always

Comment : set parameters before entering
NameOSDM

--

^

Assign : collectname_alwaysaskspelling
='FALSE'

--

^

Assign :
collectname_confirmationapologyprompt
='default_name_confirmationapology'

--

^

Assign : collectname_entryprompt
='post_tnrs_entryprompt'

--

^

Assign : collectname_exitfailureprompt
='default_name_exitfailureprompt'

--

^

Assign : collectname_exitsuccessprompt
='default_name_exitsuccessprompt'

--

^

Assign :
collectname_firstnamehighconfidencelevel
='tbd' (default =0.85f)

--

^

Assign :
collectname_lastnamehighconfidencelevel
='tbd' (default = 0.875f)

--

^

Assign : collectname_maxcorrections =1

--

^

Assign : collectname_maxnoinputstotal =2

--

^

Assign : collectname_maxnomatchestotal =2

--

If caller_first_name = NULL

Assign : collectname_names_to_collect
='FIRST_LAST'

--

Else

Assign : collectname_names_to_collect
='LAST'

--

^

Assign : collectname_overallconfirmation
='ALWAYS'

--

^

Assign : collectname_spellingonly ='TRUE'

--

Always

Assign : name_collect_task =caller

^

--

--

goto : ka0370_GetCallerNameRetry_SD

Developer Notes
--

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ka0370_GetCallerNameRetry_SD
Subdialog Call
Calls the NameOSDM module.
Entering From
ka0360_SetCallerNameRetryParameters_DS
Dialog called
Proceed to initial node in:

NameOSDM

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

Transition

If
Always
name_status=success

Assign : caller_first_name =

--

^

Assign : caller_last_name =

--

^

If tnrs_checked = true -and caller_first_name =
tnrsfirstname and
(caller_last_name =
tnrslastname or
caller_last_name =
tnrsotherlastname)

goto : ka0500_DOBNull_DS

^

Else

--

goto : ka0400_AltNameNull_DS

Else
(name_status=failure)

Always

Assign : kba_transaction_status =failure

Return to calling dialog :
BenefitsVerification
[bv0130_KBAuthentication_SD]
ChangeOfAddress
[ca0300_KBAuthentication_SD]
ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit [dd0300_KBAuthentication_SD]
MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main [mm3005_KBAuthentication_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

ka0400_AltNameNull_DS
Decision
Determines transition, based on the value of the caller_alternative_name variable.
Entering From

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ka0340_GetCallerName_SD, ka0370_GetCallerNameRetry_SD, ka0355_TNRSGetName_DM

Actions
Condition

Action

Transition

If caller_alternative_name=NULL

--

goto : ka0410_AltNameQuestion_DM

Elseif (caller_alternative_name=|=NULL)

--

goto : ka0500_DOBNull_DS

Developer Notes
--

ka0410_AltNameQuestion_DM
YesNo Recognition
Asks callers whether or not they have an alternative last name.
Entering From
ka0400_AltNameNull_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ka0410_ini_01

Some people have ANOTHER last name that might be listed under
their social security number (a professional or maiden name, for
example). Do YOU have another last name?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes ?(i do)

1

Never

no ?(i don't)

2

Never

Actions
Option

Condition

Action

Transition

no

Always

Assign : caller_alternative_name =none

--

^

^

Prompt : [ka0410_out_01]
Alright.

goto : ka0500_DOBNull_DS

yes

Always

--

goto :
ka0420_SetAlternativeNameParamet
ers_DS

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [ka0410_nm1_01]
Let's try again...DO you have another last
name?

Re-Recognition :

nomatch 2

^

Prompt : [ka0410_nm2_01]
Sorry. If you DO have another last name that
might be associated with your social security
number, press 1. If you DON'T have another
last name, press 2.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [ka0410_ni1_01]
Re-Recognition :
If you DO have another last name that might be
associated with your social security number,
say 'Yes' or press 1. If not, say 'No' or press 2.

Recovery Behavior

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noinput 2

^

Prompt : [ka0410_ni2_01]
Re-Recognition :
Sorry. If you have another last name, such as a
professional or maiden name that might be
associated with your social security number,
press 1. If you DON'T have another last name,
press 2.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ka0420_SetAlternativeNameParameters_DS
Decision
Sets parameter values that are needed by the NameOSDM dialog.
Entering From
ka0410_AltNameQuestion_DM

Actions
Condition

Action

Transition

If spell_name=true

Comment : set 'spell' parameter before
entering NameOSDM

--

Always

Comment : set parameters before entering
NameOSDM

--

^

Assign : collectname_alwaysaskspelling
='FALSE'

--

^

Assign :
collectname_confirmationapologyprompt
='default_name_confirmationapology'

--

^

Assign : collectname_entryprompt
='alt_name_entryprompt'

--

^

Assign : collectname_exitfailureprompt
='default_name_exitfailureprompt'

--

^

Assign : collectname_exitsuccessprompt
='default_name_exitsuccessprompt'

--

^

Assign :
collectname_firstnamehighconfidencelevel
='tbd' (default =0.85f)

--

^

Assign :
collectname_lastnamehighconfidencelevel
='tbd' (default = 0.875f)

--

^

Assign : collectname_maxcorrections =1

--

^

Assign : collectname_maxnoinputstotal =2

--

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^

Assign : collectname_maxnomatchestotal =2

--

^

Assign : collectname_names_to_collect
='LAST'

--

^

Assign : collectname_overallconfirmation
='ALWAYS'

--

^

Assign : collectname_spellingonly ='FALSE'

--

Always

Assign : name_collect_task =alternative

--

--

^

goto : ka0430_GetAlternativeName_SD

Developer Notes
--

ka0430_GetAlternativeName_SD
Subdialog Call
Calls the NameOSDM module.
Entering From
ka0420_SetAlternativeNameParameters_DS
Dialog called
Proceed to initial node in:

NameOSDM

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

Transition

If name_status=success

Assign : caller_alternative_name =

goto : ka0500_DOBNull_DS

Else (name_status=failure)

--

goto : ka0500_DOBNull_DS

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

ka0500_DOBNull_DS
Decision
Determines transition, based on the value of the caller_dob variable.
Entering From
ka0320_NameNull_DS, ka0400_AltNameNull_DS, ka0410_AltNameQuestion_DM, ka0340_GetCallerName_SD,
ka0430_GetAlternativeName_SD, ka0370_GetCallerNameRetry_SD, ka0355_TNRSGetName_DM

Actions
Condition

Action

Transition

If
If caller_dob=NULL
ka_collectDateOfBirth=

--

goto : ka0510_GetDOB_DM

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true
^

-Else
(caller_dob=|=NULL)

goto : ka0600_MaidenNameNull_DS

--

goto : ka0600_MaidenNameNull_DS

Else
Always
(ka_collectDateOfBirth
=false)
Developer Notes
--

ka0510_GetDOB_DM
Date Recognition
Collects caller's date of birth.
Entering From
ka0500_DOBNull_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ka0510_ini_01

Now, what's your date of birth?

reprompt

Else (after repeat or disconfirmation)

ka0510_ree_01

Please say or enter the month, day, and year you were born. For
example, say 'May fifth, 1945' or enter '0 5 0 5 1 9 4 5.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

may fifth 1937

<6 or 8 digit
string>

Always

Actions
Option

Condition

Action

Transition

dob

--

Assign : caller_dob =

--

^

--

Prompt : [ka0510_out_01]
Thank you.

goto : ka0600_MaidenNameNull_DS

Confirmation Prompts
Option

Condition

Name

Wording

--

--

ka0510_cnf_ini_0 That was...
1

dob

--

ka0510_cnf_ini_0 [dob]
2

--

Always

gl_cnf_ini_02

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt : [ka0510_nm1_01]
Re-Recognition :
Let's try again... Please say the month, day,
and year that you were born, or enter it on your
keypad. For example, if you were born on 'May
fifth 1945', you'd enter' zero 5 zero 5 1 9 4 5.'

nomatch 2

^

Prompt : [ka0510_nm2_01]
Sorry. Please enter your birth date using two
digits for the month, two for the day, and four
digits for the year. For example, if you were

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Transition

Re-Recognition :

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born on 'November second 1942', you'd enter' 1
1 zero 2 1 9 4 2.'
nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [ka0510_ni1_01]
Please say the month, day, and year that you
were born, or enter it on your keypad. For
example, if you were born on 'May fifth 1945',
you'd enter' zero 5 zero 5 1 9 4 5.'

Re-Recognition :

noinput 2

^

Prompt : [ka0510_ni2_01]
Re-Recognition :
Sorry. Please enter your birth date using two
digits for the month, two for the day, and four
digits for the year. For example, if you were
born on 'November second 1942', you'd enter' 1
1 zero 2 1 9 4 2.'

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
NOTE: the grammar will accept a rolling 115 year range - projecteing into the past (i.e. back) - relative to the current date

ka0600_MaidenNameNull_DS
Decision
Determines transition, based on the value of the maiden_name variable.
Entering From
ka0500_DOBNull_DS, ka0510_GetDOB_DM

Actions
Condition

Action

Transition

-If
If
ka_collectMothersMaid caller_maiden_name
enName=true
=NULL
^

goto : ka0610_SetMaidenNameParameters_DS

-Else
(caller_maiden_nam
e=|=NULL)

goto : ka0700_POBNull_DS

--

goto : ka0700_POBNull_DS

Else
Always
(ka_collectMothersMai
denName=false)
Developer Notes
--

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ka0610_SetMaidenNameParameters_DS
Decision
Sets parameter values that are needed by the NameOSDM dialog.
Entering From
ka0600_MaidenNameNull_DS

Actions
Condition

Action

Transition

If spell_name=true

Comment : set 'spell' parameter before
entering NameOSDM

--

Always

Comment : set parameters before entering
NameOSDM

--

^

Assign : collectname_alwaysaskspelling
='FALSE'

--

^

Assign :
collectname_confirmationapologyprompt
='default_name_confirmationapology'

--

^

Assign : collectname_entryprompt
='maiden_name_entryprompt'

--

^

Assign : collectname_exitfailureprompt
='default_name_exitfailureprompt'

--

^

Assign : collectname_exitsuccessprompt
='default_name_exitsuccessprompt'

--

^

Assign :
collectname_firstnamehighconfidencelevel
='tbd' (default =0.85f)

--

^

Assign :
collectname_lastnamehighconfidencelevel
='tbd' (default = 0.875f)

--

^

Assign : collectname_maxcorrections =1

--

^

Assign : collectname_maxnoinputstotal =2

--

^

Assign : collectname_maxnomatchestotal =2

--

^

Assign : collectname_names_to_collect
='LAST'

--

^

Assign : collectname_overallconfirmation
='ALWAYS'

--

^

Assign : collectname_spellingonly ='FALSE'

--

Always

Assign : name_collect_task =maiden

^

--

--

goto : ka0620_GetMaidenName_SD

Developer Notes
--

ka0620_GetMaidenName_SD
Subdialog Call
Calls the NameOSDM module.
Entering From
ka0610_SetMaidenNameParameters_DS
Dialog called

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Proceed to initial node in:

December 5, 2011

NameOSDM

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

Transition

If name_status=success

Assign : caller_maiden_name =

goto : ka0700_POBNull_DS

Else (name_status=failure)

Assign : kba_transaction_status =failure

Return to calling dialog :
BenefitsVerification
[bv0130_KBAuthentication_SD]
ChangeOfAddress
[ca0300_KBAuthentication_SD]
ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit [dd0300_KBAuthentication_SD]
MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main [mm3005_KBAuthentication_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

ka0700_POBNull_DS
Decision
Determines transition, based on the value of the pob_needed variable.
Entering From
ka0600_MaidenNameNull_DS, ka0620_GetMaidenName_SD

Actions
Condition

Action

Transition

If
If caller_pob=NULL
ka_collectPlaceOfBirth
=true

--

goto : ka0710_GetPlaceOfBirth_DM

-Else
(caller_pob=|=NULL)

goto : ka0800_LastPaymentNull_DS

--

goto : ka0800_LastPaymentNull_DS

^

Else
Always
(ka_collectPlaceOfBirth
=false)
Developer Notes
--

ka0710_GetPlaceOfBirth_DM
CustomContext Recognition

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Collects the state or U.S. territory where the caller was born.
Entering From
ka0700_POBNull_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ka0710_ini_01

Now tell me the U.S. STATE or TERRITORY where you were born.
If you were born somewhere else, just say 'Other.'

reprompt

(after repeat or disconfirmation)

ka0710_ree_01

Tell me the U.S. STATE or TERRITORY where you were born or, if
you were born somewhere else, say 'Other.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

alaska

n/a

Always

alabama

n/a

Always

arkansas

n/a

Always

[american] samoa

n/a

Always

arizona

n/a

Always

armed forces africa

n/a

Always

armed forces americas

n/a

Always

armed forces canada

n/a

Always

armed forces europe

n/a

Always

armed forces middle east

n/a

Always

armed forces pacific

n/a

Always

california

n/a

Always

colorado

n/a

Always

connecticut

n/a

Always

delaware

n/a

Always

[the] district of columbia, washington d c

n/a

Always

florida

n/a

Always

georgia

n/a

Always

guam

n/a

Always

hawaii

n/a

Always

idaho

n/a

Always

illinois

n/a

Always

indiana

n/a

Always

iowa

n/a

Always

kansas

n/a

Always

kentucky

n/a

Always

louisiana

n/a

Always

maine

n/a

Always

[the] marshall islands

n/a

Always

maryland

n/a

Always

massachusetts

n/a

Always

michigan

n/a

Always

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minnesota

n/a

Always

missouri

n/a

Always

mississippi

n/a

Always

montana

n/a

Always

nebraska

n/a

Always

nevada

n/a

Always

new hampshire

n/a

Always

new jersey

n/a

Always

new mexico

n/a

Always

new york

n/a

Always

north carolina

n/a

Always

north dakota

n/a

Always

[the] [northern] marianas islands

n/a

Always

ohio

n/a

Always

oklahoma

n/a

Always

oregon

n/a

Always

palau

n/a

Always

pennsylvania

n/a

Always

puerto rico

n/a

Always

rhode island

n/a

Always

south carolina

n/a

Always

south dakota

n/a

Always

tennessee

n/a

Always

texas

n/a

Always

utah

n/a

Always

vermont

n/a

Always

[the] virgin islands

n/a

Always

virginia

n/a

Always

washington

n/a

Always

west virginia

n/a

Always

wisconsin

n/a

Always

wyoming

n/a

Always

other, neither, none of them, none of those, ?(i was born) [(somewhere n/a
else) (out side the united states)]

Always

?(US) state

n/a

Never

?(US) territory

n/a

Never

repeat, repeat that
// repeat

9

Never

Actions
Option

Condition

Action

Transition

Always

Assign : caller_pob =

--

^

^

Prompt : [ka0710_out_01]
Thanks.

goto : ka0800_LastPaymentNull_DS

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other

Always

Assign : caller_pob =other

--

^

^

Prompt : [ka0710_out_02]
Okay, thanks.

goto : ka0800_LastPaymentNull_DS

state

Always

Prompt : [ka0710_out_03]
What state were you born in?

Re-Recognition :

territory

Always

Prompt : [ka0710_out_04]
What territory were you born in?

Re-Recognition :

repeat

Always

Prompt : [ka0710_out_05]
Sure.

Re-Recognition : Reprompt

Confirmation Prompts
Option

Condition

Name

Always

ka0710_cnf_ini_0 You were born in...
1

af_af

Always

ka0710_cnf_ini_0 Armed Forces Africa
2_af_af

af_am

Always

ka0710_cnf_ini_0 Armed forces Americas
2_af_am

af_ca

Always

ka0710_cnf_ini_0 Armed Forces Canada
2_af_ca

af_ca

Always

ka0710_cnf_ini_0 Armed Forces Canada
2

af_eu

Always

ka0710_cnf_ini_0 Armed forces Europe
2_af_eu

af_me

Always

ka0710_cnf_ini_0 Armed Forces Middle East
2_af_me

af_pa

Always

ka0710_cnf_ini_0 Armed Forces Pacific
2_af_pa

ak

Always

ka0710_cnf_ini_0 Alaska
2_ak

al

Always

ka0710_cnf_ini_0 Alabama
2_al

ar

Always

ka0710_cnf_ini_0 Arkansas
2_ar

as

Always

ka0710_cnf_ini_0 American Samoa
2_as

az

Always

ka0710_cnf_ini_0 Arizona
2_az

ca

Always

ka0710_cnf_ini_0 California
2_ca

co

Always

ka0710_cnf_ini_0 Colorado
2_co

ct

Always

ka0710_cnf_ini_0 Connecticut
2_ct

dc

Always

ka0710_cnf_ini_0 the District of Columbia
2_dc

de

Always

ka0710_cnf_ini_0 Delaware
2_de

fl

Always

ka0710_cnf_ini_0 Florida
2_fl

ga

Always

ka0710_cnf_ini_0 Georgia
2_ga

Nuance Communications

Wording

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gu

Always

ka0710_cnf_ini_0 Guam
2_gu

hi

Always

ka0710_cnf_ini_0 Hawaii
2_hi

ia

Always

ka0710_cnf_ini_0 Iowa
2_ia

id

Always

ka0710_cnf_ini_0 Idaho
2_id

il

Always

ka0710_cnf_ini_0 Illinois
2_il

in

Always

ka0710_cnf_ini_0 Indiana
2_in

ks

Always

ka0710_cnf_ini_0 Kansas
2_ks

ky

Always

ka0710_cnf_ini_0 Kentucky
2_ky

la

Always

ka0710_cnf_ini_0 Louisiana
2_la

ma

Always

ka0710_cnf_ini_0 Massachusetts
2_ma

md

Always

ka0710_cnf_ini_0 Maryland
2_md

me

Always

ka0710_cnf_ini_0 Maine
2_me

mh

Always

ka0710_cnf_ini_0 the Marshall Islands
2_mh

mi

Always

ka0710_cnf_ini_0 Michigan
2_mi

mn

Always

ka0710_cnf_ini_0 Minnesota
2_mn

mo

Always

ka0710_cnf_ini_0 Missouri
2_mo

mp

Always

ka0710_cnf_ini_0 the Northern Marianas Islands
2_mp

ms

Always

ka0710_cnf_ini_0 Mississippi
2_ms

mt

Always

ka0710_cnf_ini_0 Montana
2_mt

nc

Always

ka0710_cnf_ini_0 North Carolina
2_nc

nd

Always

ka0710_cnf_ini_0 North Dakota
2_nd

ne

Always

ka0710_cnf_ini_0 Nebraska
2_ne

nh

Always

ka0710_cnf_ini_0 New Hampshire
2_nh

nj

Always

ka0710_cnf_ini_0 New Jersey
2_nj

nm

Always

ka0710_cnf_ini_0 New Mexico
2_nm

nv

Always

ka0710_cnf_ini_0 Nevada
2_nv

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ny

Always

ka0710_cnf_ini_0 New York
2_ny

oh

Always

ka0710_cnf_ini_0 Ohio
2_oh

ok

Always

ka0710_cnf_ini_0 Oklahoma
2_ok

or

Always

ka0710_cnf_ini_0 Oregon
2_or

pa

Always

ka0710_cnf_ini_0 Pennsylvania
2_pa

pr

Always

ka0710_cnf_ini_0 Puerto Rico
2_pr

pw

Always

ka0710_cnf_ini_0 Palau
2_pw

ri

Always

ka0710_cnf_ini_0 Rhode Island
2_ri

sc

Always

ka0710_cnf_ini_0 South Carolina
2_sc

sd

Always

ka0710_cnf_ini_0 South Dakota
2_sd

tn

Always

ka0710_cnf_ini_0 Tennessee
2_tn

tx

Always

ka0710_cnf_ini_0 Texas
2_tx

ut

Always

ka0710_cnf_ini_0 Utah
2_ut

va

Always

ka0710_cnf_ini_0 Virginia
2_va

vi

Always

ka0710_cnf_ini_0 the Virgin Islands
2_vi

vt

Always

ka0710_cnf_ini_0 Vermont
2_vt

wa

Always

ka0710_cnf_ini_0 Washington
2_wa

wi

Always

ka0710_cnf_ini_0 Wisconsin
2_wi

wv

Always

ka0710_cnf_ini_0 West Virginia
2_wv

wy

Always

ka0710_cnf_ini_0 Wyoming
2_wy

other

Always

ka0710_cnf_ini_0 So you were NOT born in the United States or in a U.S. territory.
3

--

Always

gl_cnf_ini_02

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt : [ka0710_nm1_01]
Re-Recognition :
Let's try again... Please say the name of the
U.S. state or territory where you were born. Or
say, 'somewhere else'.

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nomatch 2

^

Prompt : [ka0710_nm2_01]
Re-Recognition :
Sorry. If you were NOT born in the U.S. or one
of its territories, say 'somewhere else'.
Otherwise, tell me the name of the state or
territory where you were born.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [ka0710_ni1_01]
If you were born in a U.S. state or territory, tell
me which one. Otherwise, say 'somewhere
else'.

Re-Recognition :

noinput 2

^

Prompt : [ka0710_ni2_01]
Re-Recognition :
Sorry. If you were NOT born in the U.S. or one
of its territories, say 'somewhere else'.
Otherwise, tell me the name of the state or
territory where you were born.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ka0800_LastPaymentNull_DS
Decision
Determines transition based on the value of the last_payment_needed variable.
Entering From
ka0700_POBNull_DS, ka0710_GetPlaceOfBirth_DM

Actions
Condition

Action

Transition

If
Always
current_task=screen_p
op

--

goto : ka0830_ScreenPopSplashReturn_PP

Elseif current_task=screen_splash

--

goto : ka0900_CheckingInfoMsg_PP

-Elseif
If
ka_collectPaymentAmo caller_last_payment=N
unt=true
ULL
^

goto : ka0810_GetLastPaymentAmount_DM

-Else
(caller_last_payment=|
=NULL)

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goto : ka0900_CheckingInfoMsg_PP

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Else
Always
(ka_collectPaymentAm
ount=false)

December 5, 2011

--

goto : ka0900_CheckingInfoMsg_PP

Developer Notes
--

ka0810_GetLastPaymentAmount_DM
Currency Recognition
Asks callers for the amount of the last benefit check that they received.
Entering From
ka0800_LastPaymentNull_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ka0810_ini_01

Last question - what was the amount of your last benefit check?

reprompt

(after repeat or disconfirmation)

ka0810_ree_01

What was the amount of your last benefit check?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

three hundred twenty six dollars and eighty two cents

326*82

Always

i don't know, i don't remember

1

If Necessary

repeat, repeat that

9

Never

Actions
Option

Condition

Action

Transition

last_payment_amount Always

Assign : caller_last_payment =

--

^

^

--

goto : ka0900_CheckingInfoMsg_PP

dont_know

Always

Assign : caller_last_payment =dont_know

goto : ka0820_CantProceedMsg_PP

repeat

Always

Prompt : [ka0810_out_01]
Sure.

Re-Recognition : Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

last_payment -_amount

ka0810_cnf_ini_0 Just to make sure, the amount was...
1

^

--

ka0810_cnf_ini_0 [last_payment_amount]
2

dont_know

--

ka0810_cnf_ini_0 You don't know the amount of your last benefit check.
3

--

Always

gl_cnf_ini_02

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt : [ka0810_nm1_01]
Re-Recognition :
Let's try again... Please say the exact amount
of your last benefit check or enter it on your
phone, using the 'star' key for the decimal point.

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For example, if you received 'one hundred
seventy five dollars and ten cents,', you'd press
'1 7 5 star 1 zero.'
nomatch 2

^

Prompt : [ka0810_nm2_01]
Re-Recognition :
Sorry. If you don't know the exact amount of
your last payment, press 1. Otherwise, tell me
the amount, in dollars AND cents, or enter it on
your keypad. For example, if you received 'two
hundred thirty five dollars and no cents,' you'd
press '2 3 5 star zero zero.'

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [ka0810_ni1_01]
Re-Recognition :
Please say the exact amount of your last
benefit check or enter it on your phone, using
the 'star' key for the decimal point. For example,
if you received 'one hundred seventy five
dollars and ten cents,', you'd press '1 7 5 star 1
zero.'

noinput 2

^

Prompt : [ka0810_ni2_01]
Re-Recognition :
Sorry. If you don't know the exact amount of
your last payment, press 1. Otherwise, tell me
the amount, in dollars AND cents, or enter it on
your keypad. For example, if you received 'two
hundred thirty five dollars and no cents,' you'd
press '2 3 5 star zero zero.'

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
The grammar shall accept a minimum of $0.00 and a maximum of $99,999.00.

ka0820_CantProceedMsg_PP
Simple Play Prompt
Tells callers that the IVR cannot help them without a check amount.
Entering From
ka0810_GetLastPaymentAmount_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ka0820_out_01

Without the amount of your last payment I can't help you.

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Actions
Condition

Action

Transition

Always

Assign : kba_transaction_status =failure

--

Always

--

Return to calling dialog :
BenefitsVerification
[bv0130_KBAuthentication_SD]
ChangeOfAddress
[ca0300_KBAuthentication_SD]
ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit [dd0300_KBAuthentication_SD]
MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main [mm3005_KBAuthentication_SD]

Developer Notes
--

ka0830_ScreenPopSplashReturn_PP
Simple Play Prompt
Determines route of caller based on if current task is screen splash or screen pop.
Entering From
ka0800_LastPaymentNull_DS, ka0905_ScreenSplashKB_DB

Initial Prompts
Type

Condition

Name

Wording

initial

Else (current_task=screen_splash)

ka0830_out_01

We're all set.

Actions
Condition

Action

Transition

If current_task=screen_pop

--

Return to calling dialog :
BenefitsVerification
[bv0130_KBAuthentication_SD]
ChangeOfAddress
[ca0300_KBAuthentication_SD]
ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit [dd0300_KBAuthentication_SD]
MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main [mm3005_KBAuthentication_SD]

Else (current_task=screen_splash)

--

Return to calling dialog :
BenefitsVerification
[bv0130_KBAuthentication_SD]
ChangeOfAddress
[ca0300_KBAuthentication_SD]
ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit [dd0300_KBAuthentication_SD]
MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main [mm3005_KBAuthentication_SD]

Developer Notes
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--

ka0900_CheckingInfoMsg_PP
Simple Play Prompt
Tells callers that there may be a delay (while the backend database is accessed).
Entering From
ka0800_LastPaymentNull_DS, ka0810_GetLastPaymentAmount_DM

Initial Prompts
Type

Condition

Name

Wording

initial

If current_task=screen_splash

ka0900_out_01

Please hold on...

initial

Elseif current_task=card_medicare OR
benefits_verification

ka0900_out_03

I've got everything I need. Hold on while I submit this...

initial

Else

ka0900_out_02

Please hold on while I look this up. It may take a few seconds...

Actions
Condition

Action

Transition

If current_task=screen_splash

--

goto : ka0905_ScreenSplashKB_DB

Else

--

goto : ka0910_QueryKB_DB

Developer Notes
--

ka0905_ScreenSplashKB_DB
Data Access
Submits query to backend database to verify authentication data for screen splash.
Entering From
ka0900_CheckingInfoMsg_PP

Input parameters
Parameter

Value

processID

Which process to pass the request to. Values are: PING, AUTH, INFO,
AUTHINFO, MI, ENDSESSION, NONE.

requestID

Unique 10 digit ID for the request. 10 zeros, if not used.

timestamp

Transaction timestamp.

version

Version of the xml schema used.

Output parameters
Variable

Description

ss_statusCode

Possible values that can be returned are: 0000=Success, 0150=System
Failure-connected but failed for other reasons, 0151=System Failure,
0152=Off hour request, and 7777=Validation failure.

ss_statusDescription

Status code text description

Actions
Condition

Action

Transition

Always

--

goto : ka0830_ScreenPopSplashReturn_PP

Recovery Behavior
See 1.1 Global Recovery Behavior

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Developer Notes
--

ka0910_QueryKB_DB
Data Access
Submits query to backend database to verify authentication data.
Entering From
ka0900_CheckingInfoMsg_PP

Input parameters
Parameter

Value

processID

Which process to pass the request to. Values are: PING, AUTH, INFO,
AUTHINFO, MI, ENDSESSION, NONE.

requestID

Unique 10 digit ID for the request. 10 zeros, if not used.

timestamp

Transaction timestamp.

version

Version of the xml schema used.

actionType

--

ui

Type of user, T for Telephone

ssn

Employee 9 digit Social Security Number

firstName

15 character First Name, upper case

lastName

20 character Last Name, upper case

otherLastName

Other last name, max length 20

dobMonth

Month of Birth in the format of MM

dobDay

Day of Birth in the format of DD

dobYear

Year of Birth in the format of CCYY

attemptedAppID

Application making the request, 8 characters max.

mothersMaidenName

Mothers maiden name, 20 characters max, upper case

placeOfBirth

2 character state abbreviation for birth place. FF for foreign born.

currentPassword

7 digit password

bornInUS

Y or N

paymentAmount

Payment amount, right justified, zero padded to 4 digits. For example,
for $234.00, send 0234

wagesSsn

9 digit SSN for wage earner if caller is not the wage earner

Ani

Caller's 10 digit ANI. All zeros if unavailable.

Output parameters
Variable

Description

ka_statusCode

Possible values that can be returned are: 0000=Success, 0001 = Data
is valid and processed and the user already has direct deposit, 0002 =
Data is valid and processed and the user does not have direct deposit,
0108=cannot match the information provided (unable to authenticate),
0150=System Failure-connected but failed for other reasons,
0151=System Failure, 0152=Off hour request, 0226=Survivor is not a
spouse, parent or child on MBR, 0508=Block Access, 1111=Application
is in off season (Dec. 15-Jan. 31), 7777=Validation failure, 8888=Not
authenticated/authorized and 9999=Data Invalid.

ka_statusDescription

Status code text description

ka_firstNameMbr

MBR authentication status for first name: 01 = Element verified, 02 =

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Element on database-not verified, 03 = Element not on database, 04 =
Unable to access database, 05 = Element not received
ka_firstNameSsr

SSR authentication status for first name: 01 = Element verified, 02 =
Element on database-not verified, 03 = Element not on database, 04 =
Unable to access database, 05 = Element not received

ka_firstNameNumi

Numident authentication status for first name: 01 = Element verified, 02
= Element on database-not verified, 03 = Element not on database, 04
= Unable to access database, 05 = Element not received

ka_lastNameMbr

MBR authentication status for last name: 01 = Element verified, 02 =
Element on database-not verified, 03 = Element not on database, 04 =
Unable to access database, 05 = Element not received

ka_lastNameSsr

SSR authentication status for last name: 01 = Element verified, 02 =
Element on database-not verified, 03 = Element not on database, 04 =
Unable to access database, 05 = Element not received

ka_lastNameNumi

Numident authentication status for last name: 01 = Element verified, 02
= Element on database-not verified, 03 = Element not on database, 04
= Unable to access database, 05 = Element not received

ka_dobMbr

MBR authentication status for date of birth: 01 = Element verified, 02 =
Element on database-not verified, 03 = Element not on database, 04 =
Unable to access database, 05 = Element not received, 06 = Non
numeric DOB received, 07 = Non numeric DOB on database.

ka_dobSsr

SSR authentication status for date of birth: 01 = Element verified, 02 =
Element on database-not verified, 03 = Element not on database, 04 =
Unable to access database, 05 = Element not received, 06 = Non
numeric DOB received, 07 = Non numeric DOB on database.

ka_dobNumi

Numident authentication status for date of birth: 01 = Element verified,
02 = Element on database-not verified, 03 = Element not on database,
04 = Unable to access database, 05 = Element not received, 06 = Non
numeric DOB received, 07 = Non numeric DOB on database.

ka_mothersMaidenNameNumi

Numident authentication status for mothers maiden name: 01 = Element
verified, 02 = Element on database-not verified, 03 = Element not on
database, 04 = Unable to access database, 05 = Element not received

ka_placeOfBirthNumi

Numident authentication status for mothers maiden name: 01 = Element
verified, 02 = Element on database-not verified, 03 = Element not on
database, 04 = Unable to access database, 05 = Element not received

ka_nhSsnFirstName

9 digit Social Security Number (SSN). This tag will be returned when
the user's first name is verified using an SSN other than the SSN
entered.

ka_bicFirstName

1 or 2-digit alpha or alpha-numeric string representing the Beneficiary
Identification Code (BIC). This tag will be returned when the user's first
name is verified using an SSN other than the SSN entered.

ka_nhSsnLastName

9 digit Social Security Number (SSN). This tag will be returned when
the user's last name is verified using an SSN other than the SSN
entered.

ka_bicLastName

1 or 2-digit alpha or alpha-numeric string representing the BIC. This tag
will be returned when the user's last name is verified using an SSN
other than the SSN entered.

ka_nhSsnDob

9 digit Social Security Number (SSN). This tag will be returned when
the user's date of birth is verified using an SSN other than the SSN
entered.

ka_bicDob

1 or 2-digit alpha or alpha-numeric string representing the BIC. This tag
will be returned when the user's date of birth is verified using an SSN
other than the SSN entered.

Actions
Condition

Action

Transition

If success

--

goto : ka0920_SuccessMsg_PP

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Else (failure)

If ka_statusCode=0108 --

goto : ka0930_FailureMsg_PP

^

If ka_statusCode=0508 --

goto : ka0940_AccountBlockedMsg_PP

^

If ka_statusCode=0152 Assign : kba_transaction_status =failure

--

^

^

Prompt : [ka0910_out_01]
Sorry, our system is undergoing routine
maintenance and I'm unable to access your
records at this time. Please try back in the
morning. If you'd like to speak with someone...

Return to calling dialog :
BenefitsVerification
[bv0130_KBAuthentication_SD]
ChangeOfAddress
[ca0300_KBAuthentication_SD]
ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit [dd0300_KBAuthentication_SD]
MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main [mm3005_KBAuthentication_SD]

^

Else

Assign : kba_transaction_status =failure

--

^

^

Prompt : [ka0910_out_02]
Return to calling dialog :
Sorry, I'm having trouble getting access to your BenefitsVerification
records...
[bv0130_KBAuthentication_SD]
ChangeOfAddress
[ca0300_KBAuthentication_SD]
ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit [dd0300_KBAuthentication_SD]
MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main [mm3005_KBAuthentication_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

ka0920_SuccessMsg_PP
Simple Play Prompt
Conveys to callers that the information they have provided matched what is in the backend database.
Entering From
ka0910_QueryKB_DB

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ka0920_out_01

All right. We're all set.

Actions
Condition

Action

Transition

Always

Assign : kba_transaction_status =success

--

Always

--

Return to calling dialog :
BenefitsVerification
[bv0130_KBAuthentication_SD]
ChangeOfAddress
[ca0300_KBAuthentication_SD]
ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit [dd0300_KBAuthentication_SD]

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MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main [mm3005_KBAuthentication_SD]
Developer Notes
--

ka0930_FailureMsg_PP
Simple Play Prompt
Tells callers some of the information they have provided did not match what is in the backend database.
Entering From
ka0910_QueryKB_DB

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ka0930_out_01

Sorry, I'm having trouble processing this...

Actions
Condition

Action

Transition

Always

Assign : kba_transaction_status =failure

--

Always

--

Return to calling dialog :
BenefitsVerification
[bv0130_KBAuthentication_SD]
ChangeOfAddress
[ca0300_KBAuthentication_SD]
ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit [dd0300_KBAuthentication_SD]
MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main [mm3005_KBAuthentication_SD]

Developer Notes
--

ka0940_AccountBlockedMsg_PP
Simple Play Prompt
Tells callers that there is a block on access to their account via IVR and web.
Entering From
ka0910_QueryKB_DB

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ka0940_out_01

According to our records, you asked that this automated system
and our website block access to your account, so you'll need to
speak to someone. By the way, if you want to unblock your
account, the agent can help you do that as well.

Actions
Condition

Action

Transition

Always

Assign : kba_transaction_status
=account_blocked

--

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Always

December 5, 2011

--

Return to calling dialog :
BenefitsVerification
[bv0130_KBAuthentication_SD]
ChangeOfAddress
[ca0300_KBAuthentication_SD]
ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit [dd0300_KBAuthentication_SD]
MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main [mm3005_KBAuthentication_SD]

Developer Notes
--

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2.9 MedicareReplacementCard Dialog
This application allows callers who are currently enrolled in Medicare to order a replacement Medicare Card.

mr0100_PingHost_DB
Data Access
Pings the host database to ensure the host is available.
Entering From
mm0565_MRC_SD

Input parameters
Parameter

Value

processID

Which process to pass the request to. Values are: PING, AUTH, INFO,
AUTHINFO, MI, ENDSESSION, NONE.

requestID

Unique 10 digit ID for the request. 10 zeros, if not used.

timestamp

Transaction timestamp.

version

Version of the xml schema used.

Output parameters
Variable

Description

mr_statusCode

Determines if the backend system is available. Possible values that can
be returned are: 0000=Success, 0150=System Failure-connected but
failed for other reasons, 0151=System Failure, 0152=Off hour request,
and 7777=Validation failure.

mr_statusDescription

Status code text description.

Actions
Condition

Action

Transition

If mr_statusCode=0000 (success)

--

goto : mr0130_KBAuthentication_SD

Else (failure)

Always

Assign : mrc_transaction_status =failure

--

^

Return to calling dialog :
If mr_statusCode=0152 Prompt : [mr0100_out_01]
(off hours request)
Sorry, our system is undergoing routine
main [mm0565_MRC_SD]
maintenance and I'm unable to access your
records at this time. Please try back in the
morning. If you'd like to speak with someone...

^

Else

Prompt : [mr0100_out_02]
Return to calling dialog :
Sorry, I'm having trouble getting access to your main [mm0565_MRC_SD]
records...

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

mr0130_KBAuthentication_SD
Subdialog Call
Sub dialogue call to 'Knowledge Based Authentication'.
Entering From
mr0100_PingHost_DB

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Dialog called
Proceed to initial node in:

KnowledgeBasedAuthentication

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

Transition

If kba_transaction_status=success

--

goto : mr0210_MRCSuccess_PP

Elseif kba_transaction_status=account_blocked Assign : mrc_transaction_status =failure

Return to calling dialog :
main [mm0565_MRC_SD]

Elseif
kba_transaction_status=attestation_declined

Assign : mrc_transaction_status =failure

Return to calling dialog :
main [mm0565_MRC_SD]

Else (kba_transaction_status=failure)

Assign : mrc_transaction_status =failure

Return to calling dialog :
main [mm0565_MRC_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
The request for the replacement medicare card is processed in authentication (ka0910_QueryKB_DB).

mr0210_MRCSuccess_PP
Simple Play Prompt
Informs the caller how long it will take to receive the request and that it was submitted successfully.
Entering From
mr0130_KBAuthentication_SD

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mr0210_out_01

You should receive your Replacement Medicare Card in the mail
within four weeks.

Actions
Condition

Action

Transition

Always

--

goto : mr0220_TransactionEnd_PP

Developer Notes
--

mr0220_TransactionEnd_PP
Simple Play Prompt
Gives the caller the option to hang up if they're finished.
Entering From
mr0210_MRCSuccess_PP

Initial Prompts

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Type

Condition

Name

Wording

initial

Always

mr0220_out_01

If you're finished, feel free to hang up. Otherwise,...

Actions
Condition

Action

Transition

Always

Assign : mrc_transaction_status =success

--

Always

--

Return to calling dialog :
main [mm0565_MRC_SD]

Developer Notes
--

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2.10 NameOSDM Dialog
This module collects a name from the caller (first, last, alternate, and/or mother's maiden name).

na0110_PlayEntryPrompt_PP
Simple Play Prompt
Plays an introduction message letting the caller know what name will be collected [first].
Entering From
ka0340_GetCallerName_SD, ka0430_GetAlternativeName_SD, ka0620_GetMaidenName_SD, ka0370_GetCallerNameRetry_SD

Initial Prompts [Barge-in is OFF]
Type

Condition

Name

Wording

initial

If names_to_collect
== 'FIRST' or
'FIRST_LAST'

entryprompt ==
na0110_out_01
'default_name_entr
yprompt'

Now...

initial

^

entryprompt ==
na0110_out_02
'post_TNRS'_entry
prompt'

Let's try this...

initial

Else
(names_to_collect
== 'LAST' or
'LAST_FIRST')

entryprompt ==
na0110_out_03
'default_name_entr
yprompt'

Now...

initial

^

entryprompt ==
na0110_out_04
'post_TNRS'_entry
prompt'

Let's try this again.

initial

^

entryprompt ==
na0110_out_05
'alt_name_entrypro
mpt'

Okay.

initial

^

entryprompt ==
na0110_out_06
'maiden_name_ent
ryprompt'

Next...

Actions
Condition

Action

Transition

If names_to_collect == spelling_only ==
'FIRST' or
'false'
'FIRST_LAST'

--

goto : na0120_SayAndSpellFirst_DM

^

spelling_only ==
'true'

--

goto : na0140_SpellFirst_DM

Else (names_to_collect spelling_only ==
== 'LAST' or
'false'
'LAST_FIRST')

--

goto : na0130_SayAndSpellLast_DM

^

--

goto : na0150_SpellLast_DM

spelling_only ==
'true'

Developer Notes
Disable barge-in
Check confirguration for settng of entryprompt parameter

na0120_SayAndSpellFirst_DM
CustomContext Recognition
Asks the caller to say and spell their first name.

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December 5, 2011

Entering From
na0110_PlayEntryPrompt_PP

Initial Prompts
Type

Condition

Name

Wording

initial

Always

na0120_ini_01

Please say, then spell, just your first name. For example, if your
first name was Robin, you'd say "Robin: R O B I N." Go ahead.

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

robin r o b i n
// if name matches generic say and spell grammar

n/a

>

Never

robin r o b i n
// if name provided matched grammar compiled from TNRS

n/a

Never

Actions
Option

Condition

Action

Transition

Always

Prompt : [na0120_out_01]
All right.

goto : na0130_SayAndSpellLast_DM

Always

Prompt : [na0120_out_02]
All right.

goto : na0130_SayAndSpellLast_DM

Type

Condition

Action

Transition

nomatch 1

Comment : exit with flag to indicate that first
If
If
name_collect_ta tnrs_checked=f name was being collected (this will be used
sk=caller
alse
when returning to the NameOSDM)

nomatch 1

^

^

nomatch 1

^

Prompt : [na0120_nm1_01]
Re-Recognition :
Else
(tnrs_checked=t Let's try again... please SAY, then SPELL, your
rue
first name like this - 'John, J O H N.' Go ahead.

nomatch 1

Else
(name_collect_task=|=caller)

Comment : From a practical standpoint, if
-name_collect_task is NOT 'caller,' it will always
be 'tkwr' (since alternative and maiden names
collect only last name)

nomatch 1

^

Prompt : [na0120_nm1_02]
Re-Recognition :
Let's try again... please SAY, then SPELL, your
first name like this - 'John, J O H N.' Go ahead.

nomatch 2

If tnrs_checked=false

Comment : exit with flag to indicate that first
name was being collected (this will be used
when returning to the NameOSDM)

--

nomatch 2

^

Assign : name_status =failure

Return to calling dialog :
KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_SD]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

Recovery Behavior

Nuance Communications

Assign : name_status =failure

Social Security Administration
CONFIDENTIAL

--

Return to calling dialog :
KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_SD]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

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nomatch 2

Else

Assign : collectname_spellingonly =true

--

nomatch 2

^

Prompt : [na0120_nm2_01]
Let's try this a different way...

goto : na0140_SpellFirst_DM

noinput 1

Always

Prompt : [na0120_ni1_01]
Re-Recognition :
In order to look at your account, I need you to
say, then spell, your first name. For example, if
your name was 'Nick,' you'd say 'Nick, N I C K.'
So, go ahead and say, then spell just your
FIRST name.

noinput 2

If tnrs_checked=false

Comment : exit with flag to indicate that first
name was being collected (this will be used
when returning to the NameOSDM)

--

noinput 2

^

Assign : name_status =failure

Return to calling dialog :
KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_SD]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

noinput 2

Else

Assign : collectname_spellingonly =true

--

noinput 2

^

Prompt : [na0120_ni2_01]
Let's try this a different way...

goto : na0140_SpellFirst_DM

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

na0130_SayAndSpellLast_DM
CustomContext Recognition
If name_collect_task=caller or tkwr, asks the caller to say and spell their last name. If name_collect_task=alternative, collects caller's alternative
last name or, if name_collect_task=maiden, collects caller's mother's maiden name.
Entering From
na0110_PlayEntryPrompt_PP, na0120_SayAndSpellFirst_DM

Initial Prompts
Type

Condition

Name

Wording

initial

If name_collect_task=caller OR
name_collect_task=tkwr

na0130_ini_01

Now let me get your LAST name, including the spelling.

initial

Elseif name_collect_task=alternative

na0130_ini_02

Please say, then spell, your OTHER LAST NAME.

initial

Else (name_collect_task=maiden)

na0130_ini_03

Please say, then spell, your mother's MAIDEN NAME.

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

kusack K U S A C K

n/a

>

Never

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// if name matches generic say and spell grammar
kusack K U S A C K
// if name provided matched grammar copmiled from TNRS

n/a

>

Never

Actions
Option

Condition

Action

Transition

Always

Prompt : [na0130_out_01]
Thanks.

goto : na0200_ConfirmName_DM

Always

--

goto :
na0210_ExitSuccessPrompts_PP

Condition

Action

Transition

nomatch 1

If tnrs_checked=false AND
name_collect_task=caller

Comment : exit with flag to indicate that first
name was being collected (this will be used
when returning to the NameOSDM)

--

nomatch 1

^

Assign : name_status =failure

Return to calling dialog :
KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_SD]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

nomatch 1

Else

If
name_collect_t
ask=caller OR
tkwr

nomatch 1

^

Prompt : [na0130_nm1_02]
Re-Recognition :
Elseif
name_collect_t Let's try again... please SAY, then SPELL, your
ask=alternative other last name like this - 'Miller, M I L L E R.'
Go ahead.

nomatch 1

^

Prompt : [na0130_nm1_03]
Re-Recognition :
Else
(name_collect_t Let's try again... please SAY, then SPELL, your
ask=maiden)
mother's maiden last name like this - 'Miller, M I
L L E R.' Go ahead.

nomatch 2

If tnrs_checked=false AND
name_collect_task=tkwr

Comment : exit with flag to indicate that first
name was being collected (this will be used
when returning to the NameOSDM)

--

nomatch 2

^

Assign : name_status =failure

Return to calling dialog :
KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_SD]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

nomatch 2

Else

Assign : collectname_spellingonly =true

--

nomatch 2

^

Prompt : [na0130_nm2_01]
Let's try this a different way...

goto : na0150_SpellLast_DM

noinput 1

If name_collect_task=caller OR
tkwr

Prompt : [na0130_ni1_01]
Re-Recognition :
In order to look at your account, I need you to
say, then spell, your last name. For example, if
your name was 'O'Neal,' you'd say 'O'Neal, O
N E A L.' So, go ahead and say, then spell just
your LAST name.

noinput 1

Elseif

Prompt : [na0130_ni1_02]

Recovery Behavior
Type

Nuance Communications

Prompt : [na0130_nm1_01]
Re-Recognition :
Let's try again... please SAY, then SPELL, your
last name like this - 'Miller, M I L L E R.' Go
ahead.

Social Security Administration
CONFIDENTIAL

Re-Recognition :

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name_collect_task=alternative

In order to look at your account, I need you to
say, then spell, your OTHER last name. For
example, if your name was 'O'Neal,' you'd say
'O'Neal, O N E A L.' So, go ahead and say,
then spell just your other LAST name.

noinput 1

Else
(name_collect_task=maiden)

Prompt : [na0130_ni1_03]
Re-Recognition :
In order to look at your account, I need you to
say, then spell, your mother's maiden name.
For example, if her maiden name was 'O'Neal,'
you'd say 'O'Neal, O N E A L.' So, go ahead
and say, then spell just your mother's maiden
LAST name.

noinput 2

If tnrs_checked=false AND
name_collect_task=caller OR
tkwr

Comment : exit with flag to indicate that first
name was being collected (this will be used
when returning to the NameOSDM)

--

noinput 2

^

Assign : name_status =failure

Return to calling dialog :
KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_SD]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

noinput 2

Else

Assign : collectname_spellingonly =true

--

noinput 2

^

Prompt : [na0130_ni2_01]
Let's try this a different way...

goto : na0150_SpellLast_DM

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

na0140_SpellFirst_DM
CustomContext Recognition
Asks the caller to just spell their first name.
Entering From
na0110_PlayEntryPrompt_PP

Initial Prompts
Type

Condition

Name

Wording

initial

Always

na0140_ini_01

This time, just SPELL your first name for me.

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

ROBIN
// if name matches generic say and spell grammar

n/a

>

Never

ROBIN
// if name provided matched grammar copmiled from TNRS

n/a

>

Never

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Actions
Option

Condition

Action

Transition

--

--

Comment : If the caller has errored out of say
and spell, we will continue, for last name
collection, with spell only

--

Always

Prompt : [na0140_out_01]
All right.

goto : na0150_SpellLast_DM

Always

Prompt : [na0140_out_02]
All right.

goto : na0150_SpellLast_DM

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [na0140_nm1_01]
Let's try again... Go ahead and spell your first
name for me again.

Re-Recognition :

nomatch 2

^

Prompt : [na0140_nm2_01]
Sorry. Please spell your first name one more
time. For example, if your name was Robin,
you'd say "R O B I N."

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

^

Assign : name_status =failure

--

nomatch 3

^

Prompt : [na0140_nm3_01]
Sorry, we seem to be having trouble.

Return to calling dialog :
KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_SD]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

noinput 1

Always

Prompt : [na0140_ni1_01]
Re-Recognition :
Go ahead and spell your first name for me, like
this - 'R O B I N.'

noinput 2

^

Prompt : [na0140_ni2_01]
Sorry. Please spell your first name one more
time. For example, if your name was Robin,
you'd say "R O B I N."

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

^

Assign : name_status =failure

--

noinput 3

^

Prompt : [na0140_ni3_01]
Sorry, we seem to be having trouble.

Return to calling dialog :
KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_SD]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Nuance Communications

Value

Social Security Administration
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--

--

Developer Notes
--

na0150_SpellLast_DM
CustomContext Recognition
If name_collect_task=caller or tkwr, asks the caller to spell their last name. If name_collect_task=alternative, collects caller's alternative last name
or, if name_collect_task=maiden, collects caller's mother's maiden name.
Entering From
na0110_PlayEntryPrompt_PP, na0140_SpellFirst_DM

Initial Prompts
Type

Condition

Name

initial

If
If entering from
na0150_ini_01
name_collect_task=c na0110__PlayEntryP
aller OR tkwr
rompt_PP

This time, just SPELL your last name for me.

initial

^

na0150_ini_02

Now spell just your LAST name.

initial

Elseif
Always
name_collect_task=a
lternative

na0150_ini_03

This time, just SPELL your other last name for me.

initial

Else
Always
(name_collect_task=
maiden)

na0150_ini_04

This time, just SPELL your mother's maiden last name for me.

Else

Wording

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

SMITH
// if name matches generic say and spell grammar

n/a

>

Never

SMITH
// if name provided matched grammar copmiled from TNRS

n/a

>

Never

Actions
Option

Condition

Action

Transition

Always

Prompt : [na0150_out_01]
Thanks.

goto : na0200_ConfirmName_DM

Always

--

goto :
na0210_ExitSuccessPrompts_PP

Type

Condition

Action

Transition

nomatch 1

If name_collect_task=caller OR
tkwr

Prompt : [na0150_nm1_01]
Let's try again... Go ahead and spell your last
name for me again.

Re-Recognition :

nomatch 1

Elseif
name_collect_task=alternative

Prompt : [na0150_nm1_02]
Re-Recognition :
Let's try again... Go ahead and spell your other
last name for me again.

nomatch 1

Else
(name_collect_task=maiden)

Prompt : [na0150_nm1_03]
Let's try again... Go ahead and spell your
mother's maiden last name for me again.

Re-Recognition :

nomatch 2

If name_collect_task=caller OR
tkwr

Prompt : [na0150_nm2_01]
Sorry. Please spell your last name one more
time. For example, if your name was Smith,
you'd say 'S M I T H.'

Re-Recognition :

Recovery Behavior

Nuance Communications

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nomatch 2

Elseif
name_collect_task=alternative

Prompt : [na0150_nm2_02]
Sorry. Please spell your other last name one
more time. For example, if your name was
Smith, you'd say 'S M I T H.'

Re-Recognition :

nomatch 2

Else
(name_collect_task=maiden)

Prompt : [na0150_nm2_03]
Re-Recognition :
Sorry. Please spell your mother's maiden name
one more time. For example, if her name was
Smith, you'd say 'S M I T H.'

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

^

Assign : name_status =failure

--

nomatch 3

^

Prompt : [na0150_nm3_01]
Sorry, we seem to be having trouble.

Return to calling dialog :
KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_SD]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

noinput 1

If name_collect_task=caller OR
tkwr

Prompt : [na0150_ni1_01]
Re-Recognition :
Go ahead and spell your last name for me, like
this - 'S M I T H.'

noinput 1

Elseif
name_collect_task=alternative

Prompt : [na0150_ni1_02]
Go ahead and spell your other last name for
me, like this - 'S M I T H.'

Re-Recognition :

noinput 1

Else
(name_collect_task=maiden)

Prompt : [na0150_ni1_03]
Go ahead and spell your mother's maiden last
name for me, like this - 'S M I T H.'

Re-Recognition :

noinput 2

If name_collect_task=caller OR
tkwr

Prompt : [na0150_ni2_01]
Sorry. Please spell your last name one more
time. For example, if your name was Smith,
you'd say 'S M I T H.'

Re-Recognition :

noinput 2

Elseif
name_collect_task=alternative

Prompt : [na0150_ni2_02]
Sorry. Please spell your other last name one
more time. For example, if your name was
Smith, you'd say 'S M I T H.'

Re-Recognition :

noinput 2

Else
(name_collect_task=maiden)

Prompt : [na0150_ni2_03]
Re-Recognition :
Sorry. Please spell your mother's maiden name
one more time. For example, if her name was
Smith, you'd say 'S M I T H.'

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

^

Assign : name_status =failure

--

noinput 3

^

Prompt : [na0150_ni3_01]
Sorry, we seem to be having trouble.

Return to calling dialog :
KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_SD]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters

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Parameter

Value

--

--

Developer Notes
--

na0200_ConfirmName_DM
YesNo Recognition
Asks the caller to confirm the name collected is correct.
Entering From
na0130_SayAndSpellLast_DM, na0150_SpellLast_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

na0200_ini_01

Let me read that back.

initial

name_collect_task=c collectname_spelling na0200_ini_02
aller OR
_only == 'false'
name_collect_task=t
kwr and
names_to_collect ==
'FIRST'

Your first name is

initial

^

^

TTS Prompt :
[na0200_ini_03]

{ firstname /medial /say-as=other }

initial

^

^

na0200_ini_04

...spelled:

initial

^

^

TTS Prompt :
[na0200_ini_05]

{ firstnamespelling /final /say_as=alpha num }

initial

^

collectname_spelling na0200_ini_06
_only == 'true'

Your first name is spelled...

initial

^

^

{ firstnamespelling /final /say_as=alpha num }

initial

name_collect_task=c collectname_spelling na0200_ini_08
aller OR
_only == 'false'
name_collect_task=t
kwr and
names_to_collect ==
'FIRST'

And last name:

initial

^

^

TTS Prompt :
[na0200_ini_09]

{ lastname /medial /say-as=other }

initial

^

^

na0200_ini_10

...spelled:

initial

^

^

TTS Prompt :
[na0200_ini_11]

{ lastnamespelling /final /say_as=alpha num }

initial

^

collectname_spelling na0200_ini_12
_only == 'true'

And last name spelled...

initial

^

^

{ lastnamespelling /final /say_as=alpha num }

initial

names_to_collect == collectname_spelling na0200_ini_14
'LAST' AND
_only == 'false'
name_collect_task=a
lternative

Your other last name is

initial

^

^

TTS Prompt :
[na0200_ini_15]

{ lastname /medial /say-as=other }

initial

^

^

na0200_ini_16

...spelled:

Nuance Communications

TTS Prompt :
[na0200_ini_07]

TTS Prompt :
[na0200_ini_13]

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initial

^

^

TTS Prompt :
[na0200_ini_17]

initial

^

collectname_spelling na0200_ini_18
_only == 'true'

Your other last name is spelled...

initial

^

^

{ lastnamespelling /final /say_as=alpha num }

initial

names_to_collect == collectname_spelling na0200_ini_20
'LAST' AND
_only == 'false'
name_collect_task=
maiden

Your mother's maiden name is

initial

^

^

TTS Prompt :
[na0200_ini_21]

{ lastname /medial /say-as=other }

initial

^

^

na0200_ini_22

...spelled:

initial

^

^

TTS Prompt :
[na0200_ini_23]

{ lastnamespelling /final /say_as=alpha num }

initial

^

collectname_spelling na0200_ini_24
_only == 'true'

Your mother's maiden name is spelled...

initial

^

^

TTS Prompt :
[na0200_ini_25]

{ lastnamespelling /final /say_as=alpha num }

initial

Always

na0200_ini_26

Did I get that right?

TTS Prompt :
[na0200_ini_19]

{ lastnamespelling /final /say_as=alpha num }

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes

1

Never

no

2

Never

repeat

3

Never

Actions
Option

Condition

Action

Transition

yes

--

--

goto :
na0210_ExitSuccessPrompts_PP

no

--

--

goto :
na0220_ConfirmationApology_PP

repeat

--

Prompt : [na0200_out_01]
Sure

Re-Recognition : Reprompt

Type

Condition

Action

Transition

nomatch 1

If name_collect_task=caller OR
tkwr OR alternative

Prompt : [na0200_nm1_01]
Let's try again...DID I get your name right?

Re-Recognition :

nomatch 1

Else
(name_collect_task=maiden)

Prompt : [na0200_nm1_02]
Re-Recognition :
Let's try again...DID I get your mother's maiden
name right?

nomatch 2

If name_collect_task=caller OR
tkwr OR alternative

Prompt : [na0200_nm2_01]
Re-Recognition :
Sorry. If I got your name right, press 1. If I got it
WRONG, press 2. Or, to hear the name I got
AGAIN, press 3.

nomatch 2

Else
(name_collect_task=maiden)

Prompt : [na0200_nm2_02]
Re-Recognition :
Sorry. If I got your mother's maiden name right,
press 1. If I got it WRONG, press 2. Or, to hear
the name I got AGAIN, press 3.

nomatch 3

Always

Assign : transfer_reason =error

--

^

Assign : name_status =failure

--

Recovery Behavior

nomatch 3

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nomatch 3

^

Prompt : [na0200_nm3_01]
Sorry, we seem to be having trouble.

Return to calling dialog :
KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_SD]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

noinput 1

If name_collect_task=caller OR
tkwr OR alternative

Prompt : [na0200_ni1_01]
Re-Recognition :
If I got your name right, say 'Yes' or press 1. If
not, say 'No' or press 2. Or, to hear it again, say
'Repeat That' or press 3.

noinput 1

Else
(name_collect_task=maiden)

Prompt : [na0200_ni1_02]
If I got your mother's maiden name right, say
'Yes' or press 1. If not, say 'No' or press 2. Or,
to hear it again, say 'Repeat That' or press 3.

noinput 2

If name_collect_task=caller OR
tkwr OR alternative

Prompt : [na0200_ni2_01]
Re-Recognition :
Sorry. If I got your name right, press 1. If I got it
WRONG, press 2. Or, to hear the name I got
AGAIN, press 3.

noinput 2

Else
(name_collect_task=maiden)

Prompt : [na0200_ni2_02]
Re-Recognition :
Sorry. If I got your mother's maiden name right,
press 1. If I got it WRONG, press 2. Or, to hear
the name I got AGAIN, press 3.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

^

Assign : name_status =failure

--

noinput 3

^

Prompt : [na0200_ni3_01]
Sorry, we seem to be having trouble.

Return to calling dialog :
KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_SD]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

Re-Recognition :

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

na0210_ExitSuccessPrompts_PP
Simple Play Prompt
Informs the caller that the name was successfully collected.
Entering From

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na0130_SayAndSpellLast_DM, na0150_SpellLast_DM, na0200_ConfirmName_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

na0210_out_01

Great. Thanks.

Actions
Condition

Action

Transition

Always

Assign : name_status =success

--

Always

--

Return to calling dialog :
KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_SD]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

Developer Notes
--

na0220_ConfirmationApology_PP
Simple Play Prompt
Plays an apology message to the caller.
Entering From
na0200_ConfirmName_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

na0220_out_01

Sorry about that.

Actions
Condition

Action

Transition

Always

Assign : name_status =failure

--

^

Assign : transfer_reason =error

--

Always

--

Return to calling dialog :
KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_SD]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

Developer Notes
--

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December 5, 2011

2.11 ReplacementBenefitStatement Dialog
This application allows callers to request a replacement 1099 from the previous year.

rb0110_CurrentYearQuestion_DM
CustomContext Recognition
Determines what year the caller wants the replacement 1099 for.
Entering From
mm0530_BenefitsStatement_SD

Initial Prompts
Type

Condition

Name

Wording

initial

Always

rb0110_ini_01

Are you calling to get a replacement '1099' for the...

initial

If current date is Dec 15-31

rb0110_ini_02

initial

Else current date is NOT Dec 15-31

rb0110_ini_03

initial

Always

rb0110_ini_04

...tax year?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes, yeah

1

Never

no

2

Never

Actions
Option

Condition

Action

Transition

yes

If is between Dec -15 and Jan 31

^

Else

Prompt : [rb0110_out_01]
All right.

goto : rb0200_PingHost_DB

no

Always

Assign :
benefits_statement_transaction_status
=previous_year

--

^

^

Prompt : [rb0110_out_02]
To get a '1099' for a previous year you'll need
to speak with an agent.

Return to calling dialog :
main
[mm0530_BenefitsStatement_SD]

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [rb0110_nm1_01]
Let's try again... ARE you calling to get a
replacement 1099 for the...

--

nomatch 1

If current date is Dec 15-31

Prompt : [rb0110_nm1_02]

--

nomatch 1

Else if current date is NOT Dec
15 - 31

Prompt : [rb0110_nm1_03]

--

nomatch 1

Always

Prompt : [rb0110_nm1_04]
...tax year?

Re-Recognition :

nomatch 2

^

Always

Prompt : [rb0110_nm2_01]
-Sorry. If you'd like a replacement 1099 for the...

nomatch 2

^

If current date
is Dec 15-31

Prompt : [rb0110_nm2_02]

goto : rb0130_1099JanuaryEnd_DM

Recovery Behavior

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nomatch 2

^

Else if current
date is NOT
Dec 15 - 31

Prompt : [rb0110_nm2_03]

--

nomatch 2

^

Always

Prompt : [rb0110_nm2_04]
Re-Recognition :
...tax year, press 1. For any OTHER year, press
2.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

Always

Prompt : [rb0110_ni1_01]
If you're calling to get a replacement 1099 for
the...

--

noinput 1

If current date is Dec 15-31

Prompt : [rb0110_ni1_02]

--

noinput 1

Else if current date is NOT Dec
15 - 31

Prompt : [rb0110_ni1_03]

--

noinput 1

Always

Prompt : [rb0110_ni1_04]
Re-Recognition :
...tax year, say 'Yes' or press 1. If not, say 'No'
or press 2.

noinput 2

Always

Prompt : [rb0110_ni2_01]
Sorry. If you'd like a replacement 1099 for
the...

--

noinput 2

If current date is Dec 15-31

Prompt : [rb0110_ni2_02]

--

noinput 2

Else if current date is NOT Dec
15 - 31

Prompt : [rb0110_ni2_03]

--

noinput 2

Always

Prompt : [rb0110_ni2_04]
Re-Recognition :
...tax year, press 1. For any OTHER year, press
2.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

rb0130_1099JanuaryEnd_DM
CustomContext Recognition
Advises the caller to continue to wait until the end of January for their 1099.
Entering From
rb0200_PingHost_DB, rb0400_SendStatement_DB, rb0110_CurrentYearQuestion_DM

Initial Prompts
Type

Condition

Nuance Communications

Name

Wording

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initial

Always

rb0130_ini_01

Social Security beneficiaries will receive their '1099' statement in
the mail by the end of January showing benefits, they received in

initial

If current date is Dec 15-31

rb0130_ini_02

initial

Else

rb0130_ini_03

initial

^

rb0130_ini_04

<500ms slience>

initial

^

rb0130_ini_05

Would you like to hear that again?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

no

2

yes

1

Actions
Option

Condition

Action

Transition

no

Always

Assign :
benefits_statement_transaction_status
=success

--

^

^

Prompt : [rb0130_out_01]
Okay.

Return to calling dialog :
main
[mm0530_BenefitsStatement_SD]

yes

Always

Prompt : [rb0130_out_02]
Sure.

Re-Recognition : Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [rb0130_nm1_01]
Let's try again... Would you like to hear that
again?

Re-Recognition :

nomatch 2

^

Prompt : [rb0130_nm2_01]
Re-Recognition :
Sorry. To hear about when you can expect your
1099 again, press 1.Otherwise, press 2.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [rb0130_ni1_01]
Re-Recognition :
If you'd like to hear when you expect to receive
your 1099 again, say 'yes' or press 1. If not, say
'no' or press 2.

noinput 2

^

Prompt : [rb0130_ni2_01]
Re-Recognition :
Sorry. To hear about when you can expect your
1099 again, press 1.Otherwise, press 2.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Nuance Communications

Value

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--

--

Developer Notes
--

rb0200_PingHost_DB
Data Access
Pings the host database to ensure the host is available.
Entering From
rb0110_CurrentYearQuestion_DM

Input parameters
Parameter

Value

processID

Which process to pass the request to. Values are: PING, AUTH, INFO,
AUTHINFO, MI, ENDSESSION, NONE.

requestID

Unique 10 digit ID for the request. 10 zeros, if not used.

timestamp

Transaction timestamp.

version

Version of the xml schema used.

Output parameters
Variable

Description

rb_statusCode

Possible values that can be returned are: 0000=Success, 0151=System
Failure, 0152=Off hour request, 1111=Application is in off season (Dec.
15-Jan. 31) and 7777=Validation failure.

rb_statusDescription

Status code text description

Actions
Condition

Action

Transition

If rb_statusCode=0000 (success)

--

goto : rb0300_KBAuthentication_SD

If rb_statusCode=1111 (off season)

--

goto : rb0130_1099JanuaryEnd_DM

Else (failure)

Always

Assign :
-benefits_statement_transaction_status =failure

^

Return to calling dialog :
If rb_statusCode=0152 Prompt : [rb0200_out_01]
(off hours request)
Sorry, our system is undergoing routine
main [mm0530_BenefitsStatement_SD]
maintenance and I'm unable to access your
records at this time. Please try back in the
morning. If you'd like to speak with someone...

^

Else

Prompt : [rb0200_out_02]
Sorry, I'm having trouble getting access to our
records...

Return to calling dialog :
main [mm0530_BenefitsStatement_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

rb0300_KBAuthentication_SD
Subdialog Call
Sub dialogue call to Knowledge Based Authentication to collect the caller's SSN, first name, last name, other name, and DOB.
Entering From
rb0200_PingHost_DB

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Dialog called
Proceed to initial node in:

KnowledgeBasedAuthentication

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

Transition

If kba_transaction_status=success

--

goto : rb0310_FormForSelf_DM

Return to calling dialog :
Elseif kba_transaction_status=account_blocked Assign :
benefits_statement_transaction_status =failure main [mm0530_BenefitsStatement_SD]
Elseif
kba_transaction_status=attestation_declined

Assign :
Return to calling dialog :
benefits_statement_transaction_status =failure main [mm0530_BenefitsStatement_SD]

Else (kba_transaction_status=failure)

Assign :
Return to calling dialog :
benefits_statement_transaction_status =failure main [mm0530_BenefitsStatement_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

rb0310_FormForSelf_DM
CustomContext Recognition
Asks the caller if they are calling for their own replacement 1099.
Entering From
rb0300_KBAuthentication_SD

Initial Prompts
Type

Condition

Name

Wording

initial

Always

rb0310_ini_01

Do you need a replacement 1099 for YOURSELF?

reprompt

Always

rb0310_ree_01

Are you calling to get a replacement 1099 for yourself?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

no, ?for [someone somebody] else

2

Never

yes, yeah, (for myself)

1

Never

Actions
Option

Condition

Action

Transition

no

Always

--

goto : rb0320_PersonLiving_DM

yes

Always

Prompt : [rb0310_out_01]
Just a moment while I process your request...

goto : rb0400_SendStatement_DB

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [rb0310_nm1_01]

Re-Recognition :

Recovery Behavior

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Let's try again... Is the replacement 1099 for
YOURSELF?
nomatch 2

^

Prompt : [rb0310_nm2_01]
Sorry. If the replacement 1099 is for YOU,
press 1. If it's for someone else, press 2.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [rb0310_ni1_01]
Re-Recognition :
If you need a replacement 1099 for yourself say
'Yes' or press 1. Otherwise, say 'No' or press 2.

noinput 2

^

Prompt : [rb0310_ni2_01]
Sorry. If the replacement 1099 is for YOU,
press 1. If it's for someone else, press 2.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

rb0320_PersonLiving_DM
CustomContext Recognition
Asks the caller if the replacement 1099 is for a person that is alive, after the caller said that the replacement 1099 was for someone else.
Entering From
rb0310_FormForSelf_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

rb0320_ini_01

Is the person it's for LIVING?

reprompt

(after repeat or disconfirmation)

rb0320_ree_01

Is the replacement 1099 for a person who's LIVING?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

no, (?they're [dead deceased (not [alive living])

2

Never

yes, yeah, (?they're [living alive])

1

Never

repeat, repeat that

9

Never

Actions
Option

Condition

Action

Transition

no

Always

Assign : replacement_statement_deceased
=true

--

^

^

Prompt : [rb0320_out_01]

goto : rb0330_DeceasedSocial_DM

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Okay.
yes

Always

Assign :
benefits_statement_transaction_status
=replacement

--

^

^

Prompt : [rb0320_out_02]
Return to calling dialog :
To request a statement for someone else you'll main
need to speak to an agent.
[mm0530_BenefitsStatement_SD]

repeat

Always

Prompt : [rb0320_out_03]
Sure.

Re-Recognition : Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [rb0320_nm1_01]
Let's try again...Is the person who needs the
1099 ALIVE?

Re-Recognition :

nomatch 2

^

Prompt : [rb0320_nm2_01]
Sorry. If the replacement 1099 is for a person
that's LIVING, press 1. If the person's
DECEASED, press 2.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [rb0320_ni1_01]
Re-Recognition :
If the replacement 1099 is for someone that is
alive, say 'Yes' or press 1. Otherwise, say 'No'
or press 2.

noinput 2

^

Prompt : [rb0320_ni2_01]
Sorry. If the replacement 1099 is for a person
that's LIVING, press 1. If the person's
DECEASED, press 2.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

rb0330_DeceasedSocial_DM
CustomContext Recognition
Asks for the deceased person's Social Security number after the caller indicated they are requesting the replacement 1099 for someone that is
not alive.
Entering From

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Social Security Administration
CONFIDENTIAL

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rb0320_PersonLiving_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

rb0330_ini_01

Please tell me the deceased person's Social Security number, or
enter it on your keypad.

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

i don't know it

1

Always

--

> Always

Actions
Option

Condition

Action

Transition

Always

Prompt : [rb0330_out_01]
Great. Just a moment while I process your
request...

goto : rb0400_SendStatement_DB

dont_know

Always

Assign :
benefits_statement_transaction_status
=replacement

--

^

^

Prompt : [rb0330_out_02]
If you don't know the Social Security number,
you'll need to speak with an agent.

Return to calling dialog :
main
[mm0530_BenefitsStatement_SD]

Confirmation Prompts
Option

Condition

Name

Wording

Always

rb0330_cnf_ini_01 Just to confirm, that Social Security number is...

^

Always

rb0330_cnf_ini_02

^

Always

rb0330_cnf_ini_03 Right?

dont_know

Always

rb0330_cnf_ini_04 Sounds like you don't know their Social Security number. Is that
right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt : [rb0330_nm1_01]
Re-Recognition :
Let's try again... Please say or enter the ninedigit Social Security number, one digit at a time,
or say 'I Don't Know' or press 1.

nomatch 2

^

Prompt : [rb0330_nm2_01]
Sorry. Enter the deceased person's nine digit
Social Security number on your keypad or, if
you don't know it, press 1.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [rb0330_ni1_01]
Re-Recognition :
If you don't KNOW the person's Social Security
number, say 'I Don't Know' or press 1.
Otherwise, say or enter the nine-digit Social
Security number, one digit at a time.

noinput 2

^

Prompt : [rb0330_ni2_01]
Sorry. Enter the deceased person's nine digit

Nuance Communications

Social Security Administration
CONFIDENTIAL

Transition

Re-Recognition :

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Social Security number on your keypad or, if
you don't know it, press 1.
noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

rb0400_SendStatement_DB
Data Access
Database hit to process the replacement 1099 request.
Entering From
rb0310_FormForSelf_DM, rb0330_DeceasedSocial_DM

Input parameters
Parameter

Value

processID

Which process to pass the request to. Values are: PING, AUTH, INFO,
AUTHINFO, MI, ENDSESSION, NONE.

requestID

Unique 10 digit ID for the request. 10 zeros, if not used.

timestamp

Transaction timestamp.

version

Version of the xml schema used.

actionType

--

ui

Type of user, T for Telephone

deceasedSSN

The deceased individual's SSN. Sent only if the caller is requesting a
replacement form on the behalf of a deceased person, 9 digits.

ani

Caller's 10 digit ANI. All zeros if unavailable.

Output parameters
Variable

Description

rb_statusCode

Possible values that can be returned are: 0000=Success, 0108= Cannot
match the information provided (unable to authenticate), 0151=System
Failure, 0152=Off hour request, 0226=Survivor is not a spouse, parent
or child on MBR, 0508=Block Access, 1111=Application is in off season
(Dec. 15-Jan. 31), 7777=Validation failure, 8888=Not
authenticated/authorized, and 9999=Data is Invalid.

rb_statusDescription

Status code text description

Actions
Condition

Action

Transition

Always (rb_statusCode=0000)

Prompt : [rb0400_out_01]
All set!

goto : rb0410_SuccessMsg_PP

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If rb_statusCode=0226

Prompt : [rb0400_out_02]
Sorry...

goto : rb0420_NoRelationshipEnd_DM

If rb_statusCode=1111

--

goto : rb0130_1099JanuaryEnd_DM

If rb_statusCode=0152 (off hours request)

Assign :
-benefits_statement_transaction_status =failure

^

Prompt : [rb0400_out_03]
Return to calling dialog :
Sorry, our system is undergoing routine
main [mm0530_BenefitsStatement_SD]
maintenance and I'm unable to access your
records at this time. Please try back in the
morning. If you'd like to speak with someone...

Else

Assign :
-benefits_statement_transaction_status =failure

^

Prompt : [rb0400_out_04]
I'm having trouble submitting your request...

Return to calling dialog :
main [mm0530_BenefitsStatement_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

rb0410_SuccessMsg_PP
Simple Play Prompt
Informs the caller the replacement 1099 was processed successfully and when it should be expected.
Entering From
rb0400_SendStatement_DB, rb0440_BenefitsStatementEndMenu_DM

Initial Prompts
Type

Condition

Name

initial

If replacement_statement_deceased=true rb0410_out_01

The deceased's replacement 1099 for

initial

Else
rb0410_out_02
(replacement_statement_deceased=false)

Your replacement 1099 for

initial

Always

initial

If replacement_statement_deceased=true rb0410_out_04

will be sent to YOUR address on record. If you live in the United
States, you should receive it by

initial

Else

rb0410_out_05

will be sent to the address we have on record for you. If you live in
the United States or a U.S. territory, you should receive it by

initial

Always

rb0410_out_06

initial

^

rb0410_out_07

Otherwise, if you live outside the United States, you should receive
it by

initial

^

rb0410_out_08

initial

^

rb0410_out_09

If you haven't received it by then, please call us back.

rb0410_out_03

Wording

Actions
Condition

Action

Transition

Always

--

goto :
rb0440_BenefitsStatementEndMenu_DM

Developer Notes
--

Nuance Communications

Social Security Administration
CONFIDENTIAL

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rb0420_NoRelationshipEnd_DM
CustomContext Recognition
Upon a relationship mismatch (of caller and deceased person) the caller will be told they need to contact a Social Security field office and be
given the option to locate an office in their area.
Entering From
rb0400_SendStatement_DB

Initial Prompts
Type

Condition

Name

Wording

initial

Always

rb0420_ini_01

You'll need to submit your request in writing to a Social Security
field office. Would you like to find an office now?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes, yeah

1

Never

no, no thanks

2

Never

Actions
Option

Condition

Action

Transition

yes

Always

Assign :
benefits_statement_transaction_status
=field_office

--

^

^

Prompt : [rb0420_out_01]
Okay.

Return to calling dialog :
main
[mm0530_BenefitsStatement_SD]

no

Always

Assign :
benefits_statement_transaction_status
=success

--

^

^

Prompt : [rb0420_out_02]
Okay.

Return to calling dialog :
main
[mm0530_BenefitsStatement_SD]

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [rb0420_nm1_01]
Let's try again... Do you want to find a Social
Security field office now?

Re-Recognition :

nomatch 2

^

Prompt : [rb0420_nm2_01]
Re-Recognition :
Sorry. You'll need to submit your request for a
replacement 1099 in writing to a Social Security
field office. To find the mailing address of an
office in your area, press 1. For help with
anything else, press 2.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [rb0420_ni1_01]
Let's try again... Do you want to find a Social
Security field office now?

Re-Recognition :

noinput 2

^

Prompt : [rb0420_ni2_01]
Re-Recognition :
Sorry. You'll need to submit your request for a
replacement 1099 in writing to a Social Security
field office. To find the mailing address of an
office in your area, press 1. For help with
anything else, press 2.

Recovery Behavior

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noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

rb0440_BenefitsStatementEndMenu_DM
CustomContext Recognition
Caller is given the option to hear the success message again.
Entering From
rb0410_SuccessMsg_PP

Initial Prompts
Type

Condition

Name

Wording

initial

Always

rb0440_ini_01

Now, would you like to hear that again?

reprompt

(after repeat)

rb0440_ree_01

Would you like to hear that again?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes

1

Never

no

2

Never

repeat, repeat that

9

Never

Actions
Option

Condition

Action

Transition

no

Always

Assign :
benefits_statement_transaction_status
=success

--

^

^

Prompt : [rb0440_out_01]
All right.

Return to calling dialog :
main
[mm0530_BenefitsStatement_SD]

yes

Always

Prompt : [rb0440_out_02]
Sure.

goto : rb0410_SuccessMsg_PP

repeat

Always

Prompt : [rb0440_out_03]
Sure.

Re-Recognition : Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [rb0440_nm1_01]
Let's try again... Would you like to hear when

Re-Recognition :

Recovery Behavior

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you can expect to receive the 1099 AGAIN?
nomatch 2

^

Prompt : [rb0440_nm2_01]
Sorry. I've processed your request for a
replacement 1099. If you'd like to hear the
details about when to expect it in the mail
AGAIN, press 1. Otherwise, press 2.

Re-Recognition :

nomatch 3

Always

Assign :
benefits_statement_transaction_status
=success

--

nomatch 3

^

Prompt : [rb0440_nm3_01]
Sorry. Let's keep going...

Return to calling dialog :
main
[mm0530_BenefitsStatement_SD]

noinput 1

Always

Prompt : [rb0440_ni1_01]
Re-Recognition :
If you'd like to hear when you can expect to
receive the replacement 1099 AGAIN, say 'yes'
or press 1. If not, say 'no' or press 2.

noinput 2

^

Prompt : [rb0440_ni2_01]
Sorry. I've processed your request for a
replacement 1099. If you'd like to hear the
details about when to expect it in the mail
AGAIN, press 1. Otherwise, press 2.

Re-Recognition :

noinput 3

Always

Assign :
benefits_statement_transaction_status
=success

--

noinput 3

^

Prompt : [rb0440_ni3_01]
Let's keep going...

Return to calling dialog :
main
[mm0530_BenefitsStatement_SD]

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

__Maxnoinputs

0

Developer Notes
--

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 314 of 362

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December 5, 2011

2.12 Transcription Dialog
This application allows callers to order Social Security forms (SS-5, SSA-1020, and SSA-7004) and pamphlets.

tr0105_PlayTransIntro_PP
Simple Play Prompt
Plays an introduction and prepares the caller for the information that will need to be collected in subsequent states (message is specific to caller's
task, specified before entering this module).
Entering From
mm0550_Transcription_SD

Initial Prompts
Type

Condition

Name

Wording

initial

If current_task=transcription_pamphlet

tr0105_out_01

There are several pamphlet topics to choose from. I'll take you
through the list and you can select the ones you want. To skip
ahead to the next topic, just say 'Skip Topic'. To hear it again, say
'Repeat That.' Or, for more information about a topic, say 'Help'.
And, at any time, you can say 'I'm Done' and I'll take you back to
the Main Menu.

initial

Elseif current_task=transcription_ss5

tr0105_out_02

To begin, we'll need to get the address that the form will be mailed
to.

initial

Elseif current_task=transcription_7004

tr0105_out_03

To request a Social Security Statement, or to calculate your
benefits using a different estimate of future earnings, you'll need to
fill out form 'S S A 7004.' We can send you the form in the mail.
To do that, I need to get some information from you first.

initial

Else (current_task=transcription_1020)

tr0105_out_04

To do that, I need to get some information from you first.

Actions
Condition

Action

Transition

If current_task=transcription_pamphlet

--

goto : tr0310_UnderstandingSS_DM

Elseif current_task=transcription_ss5

--

goto : tr0110_ReverseANILookup_DB

Elseif current_task=transcription_7004

--

goto : tr0110_ReverseANILookup_DB

Else (current_task=transcription_1020)

--

goto : tr0110_ReverseANILookup_DB

Developer Notes
--

tr0110_ReverseANILookup_DB
Data Access
Database hit to determine if address can be found using the ANI.
Entering From
tr0105_PlayTransIntro_PP, tr0550_ConcludeChoices_PP

Input parameters
Parameter

Value

ani

--

Output parameters
Variable

Description

tr_firstName

--

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Social Security Administration
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tr_lastName

--

tr_streetAddress

--

tr_city

--

tr_state

--

tr_zipCode

--

Actions
Condition

Action

Transition

If address_returned=true

--

goto : tr0120_ConfirmAddress_DM

Else if address_returned=false

--

goto : tr0130_SetAddressParameters_DS

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

tr0120_ConfirmAddress_DM
CustomContext Recognition
If address was found in the previous state, the caller is provided the address associated with the ANI and asked if this is where they would like
their form/pamphlet to go.
Entering From
tr0110_ReverseANILookup_DB

Initial Prompts
Type

Condition

Name

Wording

initial

Always

tr0120_ini_01

It looks like the address for this telephone number is...

initial

^

TTS Prompt :
[tr0120_ini_02]

[street address only]

initial

^

tr0120_ini_03

<1000ms slience>

initial

If
If
tr0120_ini_04
current_task=transcri pamphlet_get_numb
ption_pamphlet
er=1

Is that where you'd like me to send your pamphlet?

initial

^

tr0120_ini_05

Is that where you'd like me to send your pamphlets?

initial

Else

tr0120_ini_06

Is that where you'd like me to send your form?

Else

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes

1

Never

no, (somewhere else), (different address)

2

Never

Actions
Option

Condition

Action

Transition

no

Always

Prompt : [tr0120_out_01]
Okay.

goto :
tr0130_SetAddressParameters_DS

yes

Always

Assign : transcription_address =[address]

--

^

Prompt : [tr0120_out_02]
If
current_task=transcription_pamp Okay. Just a moment while I submit this
hlet
request....

^

Else

Nuance Communications

--

goto : tr0210_SubmitRequest_DB

goto :
tr0200_AskHowManyForms_DM

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Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Prompt : [tr0120_nm1_01]
Re-Recognition :
If
If
current_task=tra pamphlet_get_ Let's try again... IS where you'd like me to send
nscription_pamp number=1
the pamphlet?
hlet

nomatch 1

^

Else

Prompt : [tr0120_nm1_02]
Re-Recognition :
Let's try again... IS where you'd like me to send
the pamphlets?

nomatch 1

Else

Always

Prompt : [tr0120_nm1_03]
Re-Recognition :
Let's try again... IS where you'd like me to send
the form?

nomatch 2

Always

Prompt : [tr0120_nm2_01]
Sorry. The address for this telephone number
is...

Re-Recognition :

nomatch 2

^

Prompt : [tr0120_nm2_02]

Re-Recognition :

nomatch 2

^

Prompt : [tr0120_nm2_03]
Re-Recognition :
If that's where you'd like me to send your order,
press 1. Otherwise, press 2.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

If
If
current_task=tra pamphlet_get_
nscription_pamp number=1
hlet

Prompt : [tr0120_ni1_01]
Re-Recognition :
If that's the address where you'd like me to
send the pamphlet, say 'Yes' or press 1. If not,
say 'No' or press 2.

noinput 1

^

Else

Prompt : [tr0120_ni1_02]
Re-Recognition :
If that's the address where you'd like me to
send the pamphlets, say 'Yes' or press 1. If not,
say 'No' or press 2.

noinput 1

Else

Always

Prompt : [tr0120_ni1_03]
If that's the address where you'd like me to
send the form, say 'Yes' or press 1. If not, say
'No' or press 2.

Re-Recognition :

noinput 2

Always

Prompt : [tr0120_ni2_01]
Sorry. The address for this telephone number
is...

Re-Recognition :

noinput 2

^

Prompt : [tr0120_ni2_02]

Re-Recognition :

noinput 2

^

Prompt : [tr0120_ni2_03]
Re-Recognition :
If that's where you'd like me to send your order,
press 1. Otherwise, press 2.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

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Social Security Administration
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December 5, 2011

Developer Notes
NOTE: when confirming the address, we read back the street address only - e.g. 123 main street - excluding city, state, and zip code

tr0130_SetAddressParameters_DS
Decision
Sets parameter values that are needed by the AddressOSDM dialog.
Entering From
tr0110_ReverseANILookup_DB, tr0120_ConfirmAddress_DM

Actions
Condition

Action

Transition

Always

Comment : set parameters before entering
AddressOSDM

--

^

Assign : collectaddress_entryprompt ='empty'

--

^

Assign : collectaddress_collectedzipcode
='FALSE'

--

^

Assign : collectaddress_overallconfirmation
='ALWAYS'

--

^

Assign : collectaddress_collectfortranscription -='FALSE'

^

Assign : collectaddress_ziplookuperrorprompt -=default_address_ziplookuperrorprompt

^

Assign :
collectaddress_citystatelookuperrorprompt
=default_address_citystatelookuperrorprompt

--

^

Assign : collectaddress_exitsuccessprompt
=default_address_exitsuccessprompt

--

^

--

goto : tr0140_AddressOSDM_SD

Developer Notes
--

tr0140_AddressOSDM_SD
Subdialog Call
Sub dialogue call to the AddressOSDM to collect the caller's address.
Entering From
tr0130_SetAddressParameters_DS
Dialog called
Proceed to initial node in:

AddressOSDM

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition
Nuance Communications

Action

Transition
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Assign : transcription_address =[address]

Success

Always

^

-If
current_task=transcripti
on_pamphlet

^

Else

-goto : tr0210_SubmitRequest_DB

--

goto : tr0200_AskHowManyForms_DM

Failure

Assign : transcription_transaction_status
=failure

--

^

Prompt : [tr0140_out_01]
I won't be able to go on without your address.

Return to calling dialog :
main [mm0550_Transcription_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

tr0200_AskHowManyForms_DM
CustomContext Recognition
Asks the caller how many forms they would like sent to them. They can not order more than 10 forms.
Entering From
tr0120_ConfirmAddress_DM, tr0140_AddressOSDM_SD

Initial Prompts
Type

Condition

Name

Wording

initial

Always

tr0200_ini_01

And how many copies of the form would you like?

reprompt

(after repeat or disconfirmation)

tr0200_ree_01

HOW many forms would you like?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

nine

9

If Necessary

eight

8

If Necessary

seven

7

If Necessary

six

6

If Necessary

five

5

If Necessary

four

4

If Necessary

three

3

If Necessary

two

2

If Necessary

one

1

If Necessary

eleven, twelve, thirteen, fourteen, fifteen

11, 12, 13, 14, 15

ten

10

If Necessary

repeat, repeat that

--

Never

Never

Actions
Option

Condition

Action

Transition

over_10 (11, 12, 13,
14, or 15)

Always

Assign : transcription_form_quantity =10

--

^

^

Prompt : [tr0200_out_01]
goto : tr0210_SubmitRequest_DB
The most I can send is ten copies, but I'll go
ahead and send the maximum. Just a moment

Nuance Communications

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while I submit this request...
Else (
under_10)

Always

Assign : transcription_form_quantity
=

--

^

^

Prompt : [tr0200_out_02]
Okay, just a moment while I submit that
request...

goto : tr0210_SubmitRequest_DB

repeat

Always

Prompt : [tr0200_out_03]
Sure.

Re-Recognition : Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

Always

tr0200_cnf_ini_01 You'd like us to send...

^

^

tr0200_cnf_ini_02 [number_forms]

^

If >1

tr0200_cnf_ini_03 ... copies. Right?

^

Else (= 1)

tr0200_cnf_ini_04 ... copy. Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt : [tr0200_nm1_01]
Let's try again... The most I can send it ten
copies. Please say or enter the number of
copies you'd like me to send you.

Re-Recognition :

nomatch 2

^

Prompt : [tr0200_nm2_01]
Sorry. I can send you up to 10 copies of the
form. Enter the number of copies you'd like on
your keypad.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

^

Prompt : [tr0200_ni1_01]
Re-Recognition :
The most I can send is ten copies. Please say
or enter the number of copies you'd like me to
send you.

noinput 2

^

Prompt : [tr0200_ni2_01]
Sorry. I can send you up to 10 copies of the
form. Enter the number of copies you'd like on
your keypad.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

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Developer Notes
The grammar is constrained to only accept 11 through 15 as 'over_10'; anything else will get an error and hear no match 1.

tr0210_SubmitRequest_DB
Data Access
Database call to submit form/pamphlet request.
Entering From
tr0120_ConfirmAddress_DM, tr0140_AddressOSDM_SD, tr0200_AskHowManyForms_DM

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Description

--

--

Actions
Condition

Action

Transition

Success

Prompt : [tr0210_out_01]
All set!

goto : tr0220_SuccessMsg_PP

Failure

--

goto : tr0240_FailureMsg_PP

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

tr0220_SuccessMsg_PP
Simple Play Prompt
Informs the caller that their order was successful and gives an estimate of when they should recieve their forms or pamphlets.
Entering From
tr0210_SubmitRequest_DB

Initial Prompts
Type

Condition

Name

Wording

initial

If
If
current_task=transcri pamphlet_get_nu
ption_pamphlet
mber=1

tr0220_out_01

I've put your order through and you should receive the pamphlet:

initial

^

Else
tr0220_out_02
(pamphlet_get_nu
mber>1)

I've put your order through and you should receive the pamphlets:

initial

^

If
tr0220_out_03
pamphlet_get_und
erstanding_ss=true

Understanding Social Security

initial

^

If
tr0220_out_04
pamphlet_get_retir
ement_benefits=tr
ue

Retirement Benefits

initial

^

If
tr0220_out_05
pamphlet_get_disa

Disability Benefits

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bility_benefits=true
initial

^

If
tr0220_out_06
pamphlet_get_surv
ivor_benefits=true

Survivor Benefits

initial

^

If
tr0220_out_07
pamphlet_get_wor
k_affects_benefits
=true

How Work Affects Benefits

initial

^

If
tr0220_out_08
pamphlet_get_disa
bled_children_ben
efits=true

Benefits For Children With Disabilities

initial

^

If
tr0220_out_09
pamphlet_get_wo
man_ss=true

What Every Woman Should Know About Social Security

initial

^

Always

tr0220_out_10

... in the mail within 2 weeks. Now, if you're finished, feel free to
hang up. Otherwise...

initial

Else

Always

tr0220_out_11

I've put this through and you should receive form...

initial

^

Elseif
tr0220_out_12
current_task=trans
cription_ss5

...S S 5...

initial

^

Elseif
tr0220_out_13
current_task=trans
cription_7004

...S S A 7 0 0 4...

initial

^

Else
tr0220_out_14
(current_task=tran
scription_1020)

...S S A 1 0 2 0...

initial

^

Always

...along with instructions, in the mail within 2 weeks. Now, if you're
finished, feel free to hang up. Otherwise,...

tr0220_out_15

Actions
Condition

Action

Transition

Always

Assign : transcription_transaction_status
=success

--

Always

--

Return to calling dialog :
main [mm0550_Transcription_SD]

Developer Notes
--

tr0240_FailureMsg_PP
Simple Play Prompt
Informs the caller that their request was not processed before transferring to an agent.
Entering From
tr0210_SubmitRequest_DB

Initial Prompts
Type

Condition

Name

Wording

initial

Always

tr0240_out_01

Sorry. I wasn't able to process your request.

Actions
Condition

Action

Transition

Always

Assign : transcription_transaction_status
=failure

--

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--

Always

Return to calling dialog :
main [mm0550_Transcription_SD]

Developer Notes
--

tr0310_UnderstandingSS_DM
YesNo Recognition
Asks the caller if they want the 'Understanding Social Security' pamphlet.
Entering From
tr0105_PlayTransIntro_PP, tr0545_PamphletCheck_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

tr0310_ini_01

Now, to get started, do you want the pamphlet on 'Understanding
Social Security'?

reprompt

(after repeat or disconfirmation or if
pamphlets_first_time = false)

tr0310_ree_01

Do you want the pamphlet on 'Understanding Social Security'?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes

1

Never

no

2

Never

skip

3

If Necessary

i'm finished, i'm done

4

If Necessary

repeat, repeat that

9

Never

Actions
Option

Condition

Action

Transition

Always

--

Assign : next_pamphlet =retirement_benefits

--

no

If pamphlets_first_time=true

--

goto :
tr0320_RetirementBenefits_DM

^

Else

Prompt : [tr0310_out_01]
Okay.

goto : tr0540_MoreChoices_DM

yes

Always

Assign : pamphlet_get_understanding_ss
=true

--

^

^

Assign : pamphlet_get_number =increment+1 --

^

^

Prompt : [tr0310_out_02]
All right.

goto : tr0540_MoreChoices_DM

skip

Always

--

goto :
tr0320_RetirementBenefits_DM

finished

Always

Assign : pamphlet_finished =true

--

^

^

Prompt : [tr0310_out_03]
Okay.

goto : tr0550_ConcludeChoices_PP

repeat

Always

Prompt : [tr0310_out_04]
Sure.

Re-Recognition : Reprompt

Confirmation Prompts
Option

Condition

Name

skip

Always

tr0310_cnf_ini_01 You'd like to skip to the next topic, right?

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Wording

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finished

Always

December 5, 2011

tr0310_cnf_ini_02 Sounds like you're finished. Is that right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

--

Prompt : [tr0310_nm1_01]
Let's try again... Do you want the pamphlet on
'Understanding Social Security?'

Re-Recognition :

nomatch 2

--

Prompt : [tr0310_nm2_01]
Re-Recognition :
Sorry. If you'd like me to send the pamphlet
about 'Understanding Social Security', press 1.
If not, press 2.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

--

Prompt : [tr0310_ni1_01]
Re-Recognition :
If you want the pamphlet on 'Understanding
Social Security', say 'Yes' or press 1. If not, say
'No' or press 2.

noinput 2

--

Prompt : [tr0310_ni2_01]
Re-Recognition :
Sorry. If you'd like me to send the pamphlet
about 'Understanding Social Security', press 1.
If not, press .

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

tr0320_RetirementBenefits_DM
YesNo Recognition
Asks the caller if they want the 'Retirement Benefits' pamphlet.
Entering From
tr0310_UnderstandingSS_DM, tr0545_PamphletCheck_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

tr0320_ini_01

Next, do you want the pamphlet on 'Retirement Benefits'?

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reprompt

(after repeat or disconfirmation or if
pamphlets_first_time = false)

December 5, 2011

tr0320_ree_01

Do you want the pamphlet on 'Retirement Benefits'?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes

1

Never

no

2

Never

skip

3

If Necessary

i'm finished, i'm done

4

If Necessary

repeat, repeat that

9

Never

Actions
Option

Condition

Action

Transition

Always

--

Assign : next_pamphlet =disability_benefits

--

no

If pamphlets_first_time=true

--

goto : tr0330_DisabilityBenefits_DM

^

Else

Prompt : [tr0320_out_01]
Okay.

goto : tr0540_MoreChoices_DM

yes

Always

Assign : pamphlet_get_retirement_benefits
=true

--

^

^

Assign : pamphlet_get_number =increment=1 --

^

^

Prompt : [tr0320_out_02]
All right.

goto : tr0540_MoreChoices_DM

skip

Always

--

goto : tr0330_DisabilityBenefits_DM

finished

Always

Assign : pamphlet_finished =true

--

^

^

Prompt : [tr0320_out_03]
Okay.

goto : tr0550_ConcludeChoices_PP

repeat

Always

Prompt : [tr0320_out_04]
Sure.

Re-Recognition : Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

skip

Always

tr0320_cnf_ini_01 You'd like to skip to the next topic, right?

finished

Always

tr0320_cnf_ini_02 Sounds like you're finished. Is that right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

--

Prompt : [tr0320_nm1_01]
Let's try again... Do you want the pamphlet on
'Retirement Benefits?'

Re-Recognition :

nomatch 2

--

Prompt : [tr0320_nm2_01]
Sorry. If you'd like me to send the pamphlet
about 'Retirement Benefits,' press 1. If not,
press 2.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

--

Prompt : [tr0320_ni1_01]
If you want the pamphlet on 'Retirement
Benefits', say 'Yes' or press 1. If not, say 'No'
or press 2.

Re-Recognition :

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noinput 2

--

Prompt : [tr0320_ni2_01]
Sorry. If you'd like me to send the pamphlet
about 'Retirement Benefits,' press 1. If not,
press 2.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

tr0330_DisabilityBenefits_DM
YesNo Recognition
Asks the caller if they want the 'Disability Benefits' pamphlet.
Entering From
tr0320_RetirementBenefits_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

tr0330_ini_01

Do you want the pamphlet on 'Disability Benefits?'

reprompt

(after repeat or disconfirmation or if
pamphlets_first_time = false)

tr0330_ree_01

Do you want the pamphlet on 'Disability Benefits'?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes

1

Never

no

2

Never

skip

3

If Necessary

i'm finished, i'm done

4

If Necessary

repeat, repeat that

9

Never

Actions
Option

Condition

Action

Transition

Always

--

Assign : next_pamphlet =survivor_benefits

--

no

If pamphlets_first_time=true

--

goto : tr0340_SurvivorBenefits_DM

^

Else

Prompt : [tr0330_out_01]
Okay.

goto : tr0540_MoreChoices_DM

yes

Always

Assign : pamphlet_get_disability_benefits
=true

--

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^

^

Assign : pamphlet_get_number =increment+1 --

^

^

Prompt : [tr0330_out_02]
All right.

goto : tr0540_MoreChoices_DM

skip

Always

--

goto : tr0340_SurvivorBenefits_DM

finished

Always

Assign : pamphlet_finished =true

--

^

^

Prompt : [tr0330_out_03]
Okay.

goto : tr0550_ConcludeChoices_PP

repeat

Always

Prompt : [tr0330_out_04]
Sure.

Re-Recognition : Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

skip

Always

tr0330_cnf_ini_01 You'd like to skip to the next topic, right?

finished

Always

tr0330_cnf_ini_02 Sounds like you're finished. Is that right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

--

Prompt : [tr0330_nm1_01]
Let's try again... Do you want the pamphlet on
'Disability Benefits?'

Re-Recognition :

nomatch 2

--

Prompt : [tr0330_nm2_01]
Re-Recognition :
Sorry. If you'd like me to send the pamphlet
about 'Disability Benefits,' press 1. If not, press
2.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

--

Prompt : [tr0330_ni1_01]
Re-Recognition :
If you want the pamphlet on 'Disability Benefits',
say 'Yes' or press 1. If not, say 'No' or press 2.

noinput 2

--

Prompt : [tr0330_ni2_01]
Re-Recognition :
Sorry. If you'd like me to send the pamphlet
about 'Disability Benefits,' press 1. If not, press
2.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes

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--

tr0340_SurvivorBenefits_DM
YesNo Recognition
Asks the caller if they want the 'Survivor's Benefits' pamphlet.
Entering From
tr0330_DisabilityBenefits_DM, tr0545_PamphletCheck_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

tr0340_ini_01

Next, Do you want the pamphlet on 'Survivor's Benefits?'

reprompt

(after repeat or disconfirmation or if
pamphlets_first_time = false)

tr0340_ree_01

Do you want the pamphlet on 'Survivor's Benefits'?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes

1

Never

no

2

Never

skip

3

If Necessary

i'm finished, i'm done

4

If Necessary

repeat, repeat that

9

Never

Actions
Option

Condition

Action

Transition

Always

--

Assign : next_pamphlet
=work_affects_benefits

--

no

If pamphlets_first_time=true

--

goto :
tr0410_WorkAffectsBenefits_DM

^

Else

Prompt : [tr0340_out_01]
Okay.

goto : tr0540_MoreChoices_DM

yes

Always

Assign : pamphlet_get_survivor_benefits =true --

^

^

Assign : pamphlet_get_number =increment+1 --

^

^

Prompt : [tr0340_out_02]
All right.

goto : tr0540_MoreChoices_DM

skip

Always

--

goto :
tr0410_WorkAffectsBenefits_DM

finished

Always

Assign : pamphlet_finished =true

--

^

^

Prompt : [tr0340_out_03]
Okay.

goto : tr0550_ConcludeChoices_PP

repeat

Always

Prompt : [tr0340_out_04]
Sure.

Re-Recognition : Reprompt

Confirmation Prompts
Option

Condition

Name

skip

Always

tr0340_cnf_ini_01 You'd like to skip to the next topic, right?

Wording

finished

Always

tr0340_cnf_ini_02 Sounds like you're finished. Is that right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
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Type

Condition

Action

Transition

nomatch 1

--

Prompt : [tr0340_nm1_01]
Let's try again... Do you want the pamphlet on
'Survivor Benefits?'

Re-Recognition :

nomatch 2

--

Prompt : [tr0340_nm2_01]
Sorry. If you'd like me to send the pamphlet
about 'Survivor Benefits,' press 1. If not, press
2.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

--

Prompt : [tr0340_ni1_01]
Re-Recognition :
If you want the pamphlet on 'Survivor Benefits',
say 'Yes' or press 1. If not, say 'No' or press 2.

noinput 2

--

Prompt : [tr0340_ni2_01]
Sorry. If you'd like me to send the pamphlet
about 'Survivor Benefits,' press 1. If not, press
2.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

tr0410_WorkAffectsBenefits_DM
YesNo Recognition
Asks the caller if they want the 'How Work Affects Benefits' pamphlet.
Entering From
tr0340_SurvivorBenefits_DM, tr0545_PamphletCheck_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

tr0410_ini_01

Do you want the pamphlet on 'How Work Affects Benefits'?

reprompt

(after repeat or disconfirmation or if
pamphlets_first_time = false)

tr0410_ree_01

Do you want the pamphlet on 'How Work Affects Benefits'?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes

1

Never

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no

2

Never

skip

3

If Necessary

i'm finished, i'm done

4

If Necessary

repeat, repeat that

9

Never

Actions
Option

Condition

Action

Transition

Always

--

Assign : next_pamphlet
=disabled_children_benefits

--

no

If pamphlets_first_time=true

--

goto :
tr0420_DisabledChildrenBenefits_DM

^

Else

Prompt : [tr0410_out_01]
Okay.

goto : tr0540_MoreChoices_DM

yes

Always

Assign : pamphlet_get_work_affects_benefits -=true

^

^

Assign : pamphlet_get_number =increment+1 --

^

^

Prompt : [tr0410_out_02]
All right.

goto : tr0540_MoreChoices_DM

skip

Always

--

goto :
tr0420_DisabledChildrenBenefits_DM

finished

Always

Assign : pamphlet_finished =true

--

^

^

Prompt : [tr0410_out_03]
Okay.

goto : tr0550_ConcludeChoices_PP

repeat

Always

Prompt : [tr0410_out_04]
Sure.

Re-Recognition : Reprompt

Confirmation Prompts
Option

Condition

Name

skip

Always

tr0410_cnf_ini_01 You'd like to skip to the next topic, right?

Wording

finished

Always

tr0410_cnf_ini_02 Sounds like you're finished. Is that right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

--

Prompt : [tr0410_nm1_01]
Let's try again... Do you want the pamphlet on
'How Work Affects Benefits?'

Re-Recognition :

nomatch 2

--

Prompt : [tr0410_nm2_01]
Sorry. If you'd like me to send the pamphlet
about 'How Work Affects Benefits,' press 1. If
not, press 2.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

--

Prompt : [tr0410_ni1_01]
Re-Recognition :
If you want the pamphlet on 'How Work Affects
Benefits,' say 'Yes' or press 1. If not, say 'No'
or press 2.

noinput 2

--

Prompt : [tr0410_ni2_01]
Sorry. If you'd like me to send the pamphlet
about 'How Work Affects Benefits,' press 1. If
not, press 2.

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noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

tr0420_DisabledChildrenBenefits_DM
YesNo Recognition
Asks the caller if they want the 'Benefits for Children with Disabilities' pamphlet.
Entering From
tr0410_WorkAffectsBenefits_DM, tr0545_PamphletCheck_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

tr0420_ini_01

Next. Do you want the pamphlet on 'Benefits for Children with
Disabilities'?

reprompt

(after repeat or disconfirmation or if
pamphlets_first_time = false)

tr0420_ree_01

Do you want the pamphlet on 'Benefits for Children with
Disabilities'?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes

1

Never

no

2

Never

skip

3

If Necessary

i'm finished, i'm done

4

If Necessary

repeat, repeat that

9

Never

Actions
Option

Condition

Action

Transition

Always

--

Assign : next_pamphlet =woman_ss

--

no

If pamphlets_first_time=true

--

goto : tr0430_WomanSS_DM

^

Else

Prompt : [tr0420_out_01]
Okay.

goto : tr0540_MoreChoices_DM

yes

Always

Assign :
-pamphlet_get_disabled_children_benefits =true

^

^

Assign : pamphlet_get_number =increment+1 --

^

^

Prompt : [tr0420_out_02]
All right.

Nuance Communications

Social Security Administration
CONFIDENTIAL

goto : tr0540_MoreChoices_DM

Page 331 of 362

User Interface Specification

Version: 4.9

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December 5, 2011

skip

Always

--

goto : tr0430_WomanSS_DM

finished

Always

Assign : pamphlet_finished =true

--

^

^

Prompt : [tr0420_out_03]
Okay.

goto : tr0550_ConcludeChoices_PP

repeat

Always

Prompt : [tr0420_out_04]
Sure.

Re-Recognition : Reprompt

Confirmation Prompts
Option

Condition

Name

skip

Always

tr0420_cnf_ini_01 You'd like to skip to the next topic, right?

Wording

finished

Always

tr0420_cnf_ini_02 Sounds like you're finished. Is that right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

--

Prompt : [tr0420_nm1_01]
Let's try again... Do you want the pamphlet on
'Benefits for Children with Disabilities?'

Re-Recognition :

nomatch 2

--

Prompt : [tr0420_nm2_01]
Sorry. If you'd like me to send the pamphlet
about 'Benefits for Children with Disabilities,'
press 1. If not, press 2.

Re-Recognition :

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

--

Prompt : [tr0420_ni1_01]
Re-Recognition :
If you want the pamphlet on 'Benefits for
Children with Disabilities,' say 'Yes' or press 1.
If not, say 'No' or press 2.

noinput 2

--

Prompt : [tr0420_ni2_01]
Sorry. If you'd like me to send the pamphlet
about 'Benefits for Children with Disabilities,'
press 1. If not, press 2.

Re-Recognition :

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 332 of 362

User Interface Specification

Version: 4.9

SSA_ATT_Care2020_N8NN

December 5, 2011

tr0430_WomanSS_DM
YesNo Recognition
Asks the caller if they want the 'What Every Woman Should Know about Social Security' pamphlet.
Entering From
tr0420_DisabledChildrenBenefits_DM, tr0545_PamphletCheck_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

tr0430_ini_01

Do you want the pamphlet on 'What Every Woman Should Know
About Social Security'?

reprompt

(after repeat or disconfirmation or if
pamphlets_first_time = false)

tr0430_ree_01

Do you want the pamphlet on 'What Every Woman Should Know
About Social Security'?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes

1

Never

no

2

Never

skip

3

If Necessary

i'm finished, i'm done

4

If Necessary

repeat, repeat that

9

Never

Actions
Option

Condition

Action

Transition

Always

--

Assign : next_pamphlet =understanding_ss

--

^

--

Assign : pamphlets_first_time =false

--

no

Always

Prompt : [tr0430_out_01]
Okay.

goto : tr0540_MoreChoices_DM

yes

Always

Assign : pamphlet_get_woman_ss =true

--

^

^

Assign : pamphlet_get_number =increment+1 --

^

If pamphlet_get_number=7

Prompt : [tr0430_out_02]
All right. That's all the pamphlets I have to
offer.

goto : tr0550_ConcludeChoices_PP

^

Else

Prompt : [tr0430_out_03]
All right.

goto : tr0540_MoreChoices_DM

skip

Always

--

goto : tr0540_MoreChoices_DM

finished

Always

Assign : pamphlet_finished =true

--

^

^

Prompt : [tr0430_out_04]
Okay.

goto : tr0550_ConcludeChoices_PP

repeat

Always

Prompt : [tr0430_out_05]
Sure.

Re-Recognition : Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

skip

Always

tr0430_cnf_ini_01 You'd like to skip to the next topic, right?

finished

Always

tr0430_cnf_ini_02 Sounds like you're finished. Is that right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 333 of 362

User Interface Specification

Version: 4.9

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December 5, 2011

Type

Condition

Action

Transition

nomatch 1

--

Prompt : [tr0430_nm1_01]
Re-Recognition :
Let's try again... Do you want the pamphlet on
'What Every Woman Should Know About Social
Security?'

nomatch 2

--

Prompt : [tr0430_nm2_01]
Re-Recognition :
Sorry. If you'd like me to send the pamphlet
about 'What Every Woman Should Know About
Social Security,' press 1. If not, press 2.

nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

--

Prompt : [tr0430_ni1_01]
Re-Recognition :
If you want the pamphlet on 'What Every
Woman Should Know About Social Security,'
say 'Yes' or press 1. If not, say 'No' or press 2.

noinput 2

--

Prompt : [tr0430_ni2_01]
Re-Recognition :
Sorry. If you'd like me to send the pamphlet
about 'What Every Woman Should Know About
Social Security,' press 1. If not, press 2.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

tr0540_MoreChoices_DM
YesNo Recognition
If the caller enters this state after all pamphlet options have been given they will be asked if they want to hear all of their choices again. If the
caller enters this state after indicating that they want to order a pamphlet then they will be asked if they want to hear more pamphlet options
before collecting their address.
Entering From
tr0310_UnderstandingSS_DM, tr0320_RetirementBenefits_DM, tr0330_DisabilityBenefits_DM, tr0420_DisabledChildrenBenefits_DM,
tr0430_WomanSS_DM, tr0410_WorkAffectsBenefits_DM, tr0340_SurvivorBenefits_DM

Initial Prompts
Type

Condition

initial

If
If
tr0540_ini_01
next_pamphlet=unde pamphlet_get_numb
rstanding_ss
er=0

That was the last one. Would you like to hear those choices again?

initial

^

Before I get your mailing address, would you like to hear the

Nuance Communications

Name

Else

tr0540_ini_02

Wording

Social Security Administration
CONFIDENTIAL

Page 334 of 362

User Interface Specification

Version: 4.9

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December 5, 2011

(pamphlet_get_num
ber>0)

choices again?

initial

Else

If
tr0540_ini_03
pamphlet_get_numb
er=0

Would you like to hear more choices?

initial

^

Else
tr0540_ini_04
(pamphlet_get_num
ber>0)

Before I get your mailing address, would you like to hear more
choices?

reprompt

(after repeat)

If
tr0540_ree_01
next_pamphlet=unde
rstanding_ss

Would you like to hear those choices again?

reprompt

^

Else

Would you like to hear more choices?

tr0540_ree_02

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes, ([more other] choices)

1

no

2

repeat, repeat that

9

Actions
Option

Condition

Action

Transition

no

Always

Assign : pamphlet_finished =true

--

^

If pamphlet_get_number=0

Assign : transcription_transaction_status
=success

--

^

^

Prompt : [tr0540_out_01]
Return to calling dialog :
No problem. In that case, if you're finished, feel main [mm0550_Transcription_SD]
free to hang up. Otherwise,...

^

Else

Prompt : [tr0540_out_02]
All right.

goto : tr0550_ConcludeChoices_PP

yes

If pamphlet_get_number = 7

Prompt : [tr0540_out_04]
That's all the pamphlets I have to offer.

goto : tr0550_ConcludeChoices_PP

^

Else

--

goto : tr0545_PamphletCheck_DS

repeat

Always

Prompt : [tr0540_out_03]
Sure.

Re-Recognition : Reprompt

Type

Condition

Action

Transition

nomatch 1

Prompt : [tr0540_nm1_01]
If
next_pamphlet=understanding_s Let's try again... Would you like to hear those
s
choices again?

Re-Recognition :

nomatch 1

Else

Prompt : [tr0540_nm1_02]
Let's try again... Would you like to hear more
choices?

Re-Recognition :

nomatch 2

If
If
next_pamphlet= pamphlet_get_
understanding_ number=0
ss

Prompt : [tr0540_nm2_01]
Re-Recognition :
Sorry. That was the last pamphlet I had to offer.
If you'd like to hear all of the choices again,
press 1. Otherwise, press 2.

nomatch 2

^

nomatch 2

Else

Recovery Behavior

Nuance Communications

Prompt : [tr0540_nm2_02]
Else
(pamphlet_get_ Sorry. If you're interested in receiving more
number>0)
pamphlets and you'd like to hear the choices
again, press 1. Otherwise, press 2.

Re-Recognition :

Prompt : [tr0540_nm2_03]

Re-Recognition :

Social Security Administration
CONFIDENTIAL

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User Interface Specification

Version: 4.9

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December 5, 2011

Sorry. If you're interested in receiving more
pamphlets and you'd like to hear more choices,
press 1. Otherwise, press 2.
nomatch 3

Always

Assign : transfer_reason =error

--

nomatch 3

Always

Prompt : [gl_nm3_01]
Sorry, we seem to be having trouble.

--

noinput 1

Prompt : [tr0540_ni1_01]
Re-Recognition :
If
next_pamphlet=understanding_s If you'd like to hear those choices again, say
s
'Yes' or press 1. Otherwise, say 'No' or press 2.

noinput 1

Else

Prompt : [tr0540_ni1_02]
If you'd like to hear more choices, say 'Yes' or
press 1. If not, say 'No' or press 2.

noinput 2

If
If
next_pamphlet= pamphlet_get_
understanding_ number=0
ss

Prompt : [tr0540_ni2_01]
Re-Recognition :
Sorry. That was the last pamphlet I had to offer.
If you'd like to hear all of the choices again,
press 1. Otherwise, press 2.

noinput 2

^

noinput 2

Else

Prompt : [tr0540_ni2_03]
Re-Recognition :
Sorry. If you're interested in receiving more
pamphlets and you'd like to hear more choices,
press 1. Otherwise, press 2.

noinput 3

Always

Assign : transfer_reason =error

--

noinput 3

Always

Prompt : [gl_ni3_01]
Sorry, we seem to be having trouble.

--

Prompt : [tr0540_ni2_02]
Else
(pamphlet_get_ Sorry. If you're interested in receiving more
number>0)
pamphlets and you'd like to hear the choices
again, press 1. Otherwise, press 2.

Re-Recognition :

Re-Recognition :

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

tr0545_PamphletCheck_DS
Decision
Determines which pamphlet needs to be spoken next based on the last pamphlet heard and which pamphlet's have already been ordered.
Entering From
tr0540_MoreChoices_DM, tr0545_PamphletCheck_DS

Actions
Condition

Action

Transition

-If
If
next_pamphlet=unders pamphlet_get_under
tanding_ss
standing_ss=false

Nuance Communications

goto : tr0310_UnderstandingSS_DM

Social Security Administration
CONFIDENTIAL

Page 336 of 362

User Interface Specification

Version: 4.9

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^

December 5, 2011

Assign : next_pamphlet =retirement_benefits
Else (if
pamphlet_get_under
standing = true)

-Elseif
If
next_pamphlet=retirem pamphlet_get_retire
ent_benefits
ment_benefits=false
^

goto : tr0320_RetirementBenefits_DM

Assign : next_pamphlet =disability_benefits
Else (if
pamphlet_get_retire
ment_benefits = true)

-Elseif
If
next_pamphlet=disabili pamphlet_get_disabil
ty_benefits
ity_benefits=false
^

Assign : next_pamphlet =survivor_benefits
Else (if
pamphlet_get_disabil
ity_benefits = true)

Assign : next_pamphlet
Else (if
pamphlet_get_surviv =work_affects_benefits
or_benefits = true)

Assign : next_pamphlet
Else (if
pamphlet_get_work_ =disabled_children_benefits
affects_benefits =
true)

goto : tr0545_PamphletCheck_DS

goto : tr0420_DisabledChildrenBenefits_DM

Assign : next_pamphlet =woman_ss
Else (if
pamphlet_get_disabl
ed_children_benefits
= true)

-Elseif
If
next_pamphlet=woman pamphlet_get_woma
_ss
n_ss = false
^

goto : tr0545_PamphletCheck_DS

goto : tr0410_WorkAffectsBenefits_DM

-Elseif
If
next_pamphlet=disable pamphlet_get_disabl
d_children_benefits
ed_children_benefits
=false
^

goto : tr0545_PamphletCheck_DS

goto : tr0340_SurvivorBenefits_DM

-Elseif
If
next_pamphlet=work_a pamphlet_get_work_
ffects_benefits
affects_benefits=fals
e
^

goto : tr0545_PamphletCheck_DS

goto : tr0310_UnderstandingSS_DM

-Elseif
If
next_pamphlet=survivo pamphlet_get_surviv
r_benefits
or_benefits=false
^

goto : tr0545_PamphletCheck_DS

goto : tr0545_PamphletCheck_DS

goto : tr0430_WomanSS_DM

Assign : next_pamphlet =understanding_ss
Else (if
pamphlet_get_woma
n_ss = true)

goto : tr0545_PamphletCheck_DS

Developer Notes
--

tr0550_ConcludeChoices_PP
Simple Play Prompt
Thanks the caller for their order and prepares the caller for address collection.
Entering From
tr0310_UnderstandingSS_DM, tr0320_RetirementBenefits_DM, tr0330_DisabilityBenefits_DM, tr0420_DisabledChildrenBenefits_DM,
tr0430_WomanSS_DM, tr0410_WorkAffectsBenefits_DM, tr0340_SurvivorBenefits_DM, tr0540_MoreChoices_DM

Initial Prompts

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 337 of 362

User Interface Specification

Version: 4.9

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December 5, 2011

Type

Condition

Name

Wording

initial

If pamphlet_get_number = 0

tr0550_out_02

If you're finished, feel free to hang up. Otherwise ...

initial

Else

tr0550_out_01

Thanks for your order. Now, let's get your address...

Actions
Condition

Action

Transition

If pamphlet_get_number = 0

--

Return to calling dialog :
main [mm0550_Transcription_SD]

Else

--

goto : tr0110_ReverseANILookup_DB

Developer Notes
--

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 338 of 362

User Interface Specification

Version: 4.9

SSA_ATT_Care2020_N8NN

December 5, 2011

Appendix A: Variable Table
Variables
Variable Name

Description

abr

Initial Value

Type

Configurable

'Agent Busy Rate,' determines
0, 1, 2, 3, 4
agent routing logic: 0==default,
1==no agents, 2==screen pop,
3==screen splash, 4==immediate
transfer

Undefined

--

N

activeFlag1

indicator that determines if
emergency message 1 is active
or not

true, false

Undefined

--

N

activeFlag2

indicator that determines if
emergency message 2 is active
or not

true, false

Undefined

--

N

activeFlag3

indicator that determines if
emergency message 3 is active
or not

true, false

Undefined

--

N

address_returned

Determines if an address is
-returned from the reverse ANI
lookup (true=it was returned and
false=it was not returned)

Undefined

boolean
(true/false)

N

true

--

N

application_status_OM tracks whether the OMB number true, false
B_heard
for application_status has or has
not been heard

false

--

N

applicationtag

variable passed from OCO for
transfer routing

Undefined

--

N

attestation_confirmed

indicates whether the perjury
true, false, declined
message (in attestation flow) has
been confirmed (yes), declined
(declined), or not yet heard (no)

true

--

N

attestation_heard

tracks whether the attestation
message (including OMB #,
estimated time, etc) has been
heard

true, false

true

--

N

backoff_menu_go_bac tracks whether caller siad 'go
k
back' in backoff other options
menu

true, false

true

--

N

bank_account_number holds the caller's bank account
number

Undefined

--

N

bank_account_type

indicates what type of the
account the caller wants to use
for direct deposit

checking, savings, investment

Undefined

--

N

bank_routing_number

holds the caller's bank routing
number

Undefined

--

N

benefits_statement_O tracks whether the OMB number true, false
MB_heard
for benefits statement has or has
not been heard

false

--

N

benefits_statement_tra indicates status of the
nsaction_status
replacement benefits statement
(1099) dialog

Undefined

--

N

alternative_name_need indicates whether or not the
ed
alternative name needs to be
collected

Nuance Communications

Possible Values

true, false

order_ssn_card,
earnings_statement

success, failure, replacement,
field_office

Social Security Administration
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User Interface Specification

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December 5, 2011

beve_transaction_statu indicates the status of the task in success, failure,
s
the benefits verifcation dialog
change_address

Undefined

--

N

bevemrc_OMB_heard tracks whether the OMB number true, false
for bevemrc has or has not been
heard

false

--

N

broadcastPrompt1

name of emergency broadcast
wav file

--

Undefined

--

N

broadcastPrompt2

name of emergency broadcast
wav file

--

Undefined

--

N

broadcastPrompt3

name of emergency broadcast
wav file

--

Undefined

--

N

bv_statusCode

Variable returned determines if
the host backend system is
available.

0000, 0150, 0151, 0152, 7777

Undefined

string

N

bv_statusDescription

Status code text description for
Benefits Verification.

--

Undefined

string

N

ca_statusCode

Variable returned determines if
the host backend system is
available.

0000, 0150, 0151, 0152, 7777,
0226, 0508, 1111, 8888

Undefined

string

N

ca_statusDescription

Status code text description for
Change of Address and Direct
Deposit.

--

Undefined

string

N

caller_alternative_nam holds the caller's collected
e
alternative name

Undefined

--

N

caller_dob

holds the caller's collected date
of birth

Undefined

--

N

caller_first_name

holds the caller's collected first
name

Undefined

--

N

caller_last_name

holds the caller's collected last
name

Undefined

--

N

caller_last_payment

holds the caller's collected last
payment amount

, dont_know

Undefined

--

N

caller_maiden_name

holds the caller's collected
mother's maiden name

Undefined

--

N

caller_pob

holds the caller's collected place , other
of birth (state or US territory)

Undefined

--

N

caller_ssn

holds the caller's collected Social
Security number

Undefined

--

N

card_action

indicates whether the caller
needs a new or replacement
card

new, replacement

Undefined

--

N

card_center

indicates which card center is
covered by a particular
recognized zip code in FOL

dtpssc, npsscc, lvsscc,
minneapolis, brooklyn, queens,
ssscc, osscc, none

Undefined

--

N

card_center_info_first_ indicates whether this is the first true, false
entry
entry into the card center
information state

Undefined

--

N

card_type

indicates what type of card the
caller is interested in

social_security, medicare, both

Undefined

--

N

cd_statusCode

Variable returned determines if
the host backend system is
available.

0000, 0150, 0151, 0152, 7777,
0226, 0508, 1111, 8888

Undefined

string

N

cd_statusDescription

Status code text description for
Change of Address and Direct
Deposit.

--

Undefined

string

N

Nuance Communications

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change_what

December 5, 2011

indicates what stored information address, phone, both
the caller wants to change

Undefined

--

N

Undefined

--

N

claims_transaction_stat indicates the status of the task in success, failure,
us
the claims status dialog
no_confirmation_number,
no_application

Undefined

--

N

coa_transaction_status indicates status of the task in the success, failure, receiving_ssi,
change address dialog
not_eligible, non_resident,
not_self, no_zip

Undefined

--

N

coadd_OMB_heard

tracks whether the OMB number true, false
for coadd has or has not been
heard

false

--

N

colaBroadcastPrompt

The name of the cost of living
adjustment broadcast wav file

--

Undefined

--

N

colaMsgEndTime

end time when cost of living
adjustment broadcast message
should be played

--

Undefined

--

N

colaMsgStartTime

start time when cola broadcast
message should be played

--

Undefined

--

N

collect_full_name

if true, collect full name (using
TNRS grammar); if false, use
NameOSDM

true, false

Undefined

--

N

collectaddress_citystat indicates prompt to play
elookuperrorprompt

--

Undefined

--

N

collectaddress_collecte indicates whether to collect zip
dzipcode
code first in Address

true, false

Undefined

--

N

collectaddress_collectf indicates whether to collect
ortranscription
recording fro transcription

true, false

Undefined

--

N

collectaddress_correcti tracks the number of corrections 0, 1, 2, 3, 4, 5
ons_counter
made in address collection

0

--

N

collectaddress_entrypr indicates prompt to play?
ompt

--

Undefined

--

Y

collectaddress_exit_re indicates reason for exiting the
ason
Address collection dialog

failure

Undefined

--

N

collectaddress_exitsuc indicates the prompt to play
cessprompt

--

Undefined

--

N

collectaddress_overallc indicates whether or not to
onfirmation
confirm

always, if_necessary, never

Undefined

--

N

collectaddress_ziplook indicates prompt to play
uperrorprompt

--

Undefined

--

N

collectname_alwaysas indicates whether to always ask true, false
kspelling
for name spelling

Undefined

--

Y

collectname_confirmati indicates prompt to play
onapologyprompt

--

Undefined

--

N

collectname_entryprom indicates prompt to play
pt

--

Undefined

--

N

collectname_exitfailure indicates prompt to paly
prompt

--

Undefined

--

Y

collectname_exitsucce indicates prompt to play
ssprompt

--

Undefined

--

N

collectname_firstname first name high confidence
highconfidencelevel
threshhold

--

Undefined

--

N

citystate_collectaddres holds the zip code for address
s_zipcode
collection

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collectname_lastname last name high confidence
highconfidencelevel
threshhold

December 5, 2011

--

Undefined

--

N

collectname_maxcorre maximum number od corrections -ctions
(based on disconfirmation) to
allow

Undefined

--

N

collectname_maxnoinp indicates maximum noinputs in
utstotal
Name dialog

--

Undefined

--

N

collectname_maxnoma maximum nomatches allowed
tchestotal

--

Undefined

--

N

collectname_names_to inidcates names to collect (las,
_collect
first, etc)

--

Undefined

--

N

collectname_overallcon indicates whether to confirm
firmation
(always, never, if_necessary)

--

Undefined

--

N

collectname_spellingon indicates whether to use spelling -ly
only to collect name

Undefined

--

N

confirmation_number

Undefined

--

N

confirmation_number_fi indicates whether this is the first true, false
rst_entry
time confirmation number
collection is attempted

Undefined

--

N

cs_age

Proof of age pending.

--

Undefined

string

N

cs_ammendedApp

Amended application pending.

--

Undefined

string

N

cs_attorneyRep

Proof of attorney representation -pending.

Undefined

double (decimal
number)

N

cs_cause

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

Undefined

string

N

cs_citizen

Proof of citizenship pending.

holds the collected confirmation
number

--

--

Undefined

string

N

cs_claimantNameChan Proof of claimant name change
ge
pending.

--

Undefined

string

N

cs_claimStatus

1 character status:
A=Adjudicated or P=Pending.

--

Undefined

string

N

cs_claimType

2 character claim type.

--

Undefined

string

N

cs_death

Proof of death pending.

--

Undefined

string

N

cs_earnings

Proof of earnings pending.

--

Undefined

string

N

cs_endStateRenal

Proof of End Stage Renal
Disease pending.

--

Undefined

string

N

cs_fedRevDec

Claim status pending issue: As of -today's date, a decision has not
been made on your request for
Federal Reviewing Official
Review.

Undefined

string

N

cs_fedRevReq

Request for Federal Reviewing
Official Review pending.

--

Undefined

string

N

cs_foreignBenefits

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

Undefined

string

N

cs_hearingRequest

Request for hearing pending.

--

Undefined

string

N

cs_inOHA

Claim status issue: As of today's -date, the Office of Disability
Adjudication and Review has not
made a decision on your appeal
request.

Undefined

string

N

cs_lawfulPresence

Proof of lawful presence

Undefined

string

N

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pending.
cs_marriage

Proof of marriage pending.

--

Undefined

string

N

cs_medicalHearing

Medical information for your
hearing request (Form SSA3441) pending.

--

Undefined

string

N

cs_medicalRecon

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

--

Undefined

string

N

cs_military

Proof of military service pending. --

Undefined

string

N

cs_nhNameChange

Proof of number holder name
change pending.

--

Undefined

string

N

cs_pendingIssues

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

--

Undefined

string

N

cs_reconDecReq

Claim status pending issue: As of -today's date, a decision has not
been made on your
reconsideration request.

Undefined

string

N

cs_reconRequest

Request for reconsideration
pending.

--

Undefined

string

N

cs_relationship

Proof of relationship pending.

--

Undefined

string

N

cs_schoolAttend

Proof of full-time school
attendance pending.

--

Undefined

string

N

cs_specialWage

Proof of special wages pending. --

Undefined

string

N

cs_statusCode

Variable returned determines if
the host backend system is
available.

0000, 0150, 0151, 0152, 7777,
0226, 0508, 1111, 8888

Undefined

string

N

cs_statusDescription

Status code text description for
Claims Status.

--

Undefined

string

N

cs_sttorneyRep

Proof of attorney representation -pending.

Undefined

string

N

cs_support

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

Undefined

string

N

cs_toDDS

Claim status pending issue: The -Disability Determination Service
in your state is processing the
medical portion of your claim.

Undefined

string

N

current_claim

indicates which of the three
claims returned by the DB is
currently being addressed

1, 2, 3

Undefined

--

N

current_task

keeps track of the current task

change_address, checks,
Undefined
direct_deposit,
field_office_locator,
application_status,
transcription_ss5, late_payment,
transcription_pamphlet,
benefits_statement,
transcription_7004,
transcription_1020

--

N

dd_statusCode

--

--

Undefined

--

N

dd_statusDescription

--

--

Undefined

--

N

Undefined

--

N

dd_transaction_status indicates the status of the task in success, failure, receiving_ssi,
the dirst deposit dialog
not_eligible, non_resident,
not_self, dont_know_info

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dob_needed

indicates whether we need to
collect the caller's date of birth

true, false

true

--

N

effective_date

keeps track of the date when
change is supposed to take
place

Undefined

--

N

effective_month

indicates the monthy when direct
deposit shopuld start

Undefined

--

N

endTime1

time when emergency broadcast
message 1 should be played

Undefined

--

N

endTime2

time when emergency broadcast
message 2 should be played

Undefined

--

N

endTime3

time when emergency broadcast
message 3 should be played

Undefined

--

N

first_entry

indicates whether the caller is
entering state for the first time

true, false

Undefined

boolean
(true/false)

N

fl_addressType

--

--

Undefined

string

N

fl_city

--

--

Undefined

string

N

fl_closingTime24HourT -ime

--

Undefined

string

N

fl_drivingDirections

Driving directions to the field
office.

--

Undefined

string

N

fl_faxNumber

--

--

Undefined

string

N

fl_faxNumberExtension --

--

Undefined

string

N

fl_fieldOfficeStateAndC -ountyCode

--

Undefined

string

N

fl_generalDirectionLine --

--

Undefined

string

N

fl_hoursOfOperation

The field office hours of
operation.

--

Undefined

--

N

fl_officeAddress

The field office's physical
address.

--

Undefined

string

N

fl_officeName

The name of the field office.

--

Undefined

string

N

fl_officeOpenCloseSwit -ch

--

Undefined

string

N

fl_officeTelephone

--

--

Undefined

string

N

fl_officeType

The type of field office.

--

Undefined

string

N

fl_officeTypeText

--

--

Undefined

string

N

fl_openAndCloseDayOf -Week

--

Undefined

string

N

fl_openingTime24Hour -Time

--

Undefined

string

N

fl_phoneNumber

--

Undefined

string

N

fl_regionalOfficeNumbe -r

The field office phone number.

--

Undefined

string

N

fl_serviceProvided

Services provided by the field
office.

--

Undefined

string

N

fl_state

--

--

Undefined

string

N

fl_streeAddressLine1

--

--

Undefined

string

N

fl_streetAddressLine2

--

--

Undefined

string

N

fl_streetAddressLine3

--

--

Undefined

string

N

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fl_streetAddressLine4

December 5, 2011

--

--

Undefined

string

N

fl_telephoneExtension --

--

Undefined

string

N

fl_telephoneNumber

--

--

Undefined

string

N

fl_wrapperForGeneralD -irectionLines

--

Undefined

string

N

fl_zip4

--

--

Undefined

string

N

fl_zip5

--

--

Undefined

string

N

fol_cardcenter_directio Determines if the caller asked for -ns
card center directions

Undefined

boolean
(true/false)

N

fol_first_zip

indicates whether this is the first true, false
zip code searched by the caller

Undefined

--

N

fol_transaction_status

indicates the status of the task in success, failure, dont_know_zip Undefined
the field office locator dialog

--

N

fol_zip_code

holds the zip code in which field
offices should be found

Undefined

--

N

fol_zip_code_entry

tracks the status of entry to zip
code collection

first, change, not_found

Undefined

--

N

form_7004_delivery

toggle that indicates whether,
due to budgetary constraints,
7004 forms will (true) or will not
(false) be delivered

true, false

Undefined

--

N

initial_abr_transfer

set outside IVR, determines
true, false
whether abr 'immediate transfer'
is toggled on (true) or off (false)

true

--

N

ka_bicDob

1 or 2-digit alpha or alpha-numeric string representing the
BIC. This tag will be returned
when the user's date of birth is
verified using an SSN other than
the SSN entered.

Undefined

string

N

ka_bicFirstName

1 or 2-digit alpha or alpha-numeric string representing the
Beneficiary Identification Code
(BIC). This tag will be returned
when the user's first name is
verified using an SSN other than
the SSN entered.

Undefined

string

N

ka_bicLastName

1 or 2-digit alpha or alpha-numeric string representing the
BIC. This tag will be returned
when the user's last name is
verified using an SSN other than
the SSN entered.

Undefined

string

N

ka_collectDateOfBirth

Boolean to determine if the
true, false
application requires the caller to
authenticate the date of birth.

Undefined

boolean
(true/false)

N

ka_collectMothersMaid Boolean to determine if the
true, false
enName
application requires the caller to
authenticate the mother's maiden
name.

Undefined

string

N

ka_collectName

Boolean to determine if the
true, false
application requires the caller to
authenticate the first name.

Undefined

boolean
(true/false)

N

ka_collectPaymentAmo Boolean to determine if the
true, false
unt
application requires the caller to
authenticate the payment

Undefined

boolean
(true/false)

N

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amount.
ka_collectPlaceOfBirth Boolean to determine if the
true, false
application requires the caller to
authenticate the place of birth.

Undefined

boolean
(true/false)

N

ka_collectSSN

Boolean to determine if the
true, false
application requires the caller to
authenticate the social security
number.

Undefined

boolean
(true/false)

N

ka_dobMbr

--

01, 02, 03, 04, 05, 06, 07

Undefined

string

N

ka_dobNumi

--

01, 02, 03, 04, 05, 06, 07

Undefined

string

N

ka_dobSsr

--

01, 02, 03, 04, 05, 06, 07

Undefined

string

N

ka_firstNameMbr

MBR authentication status for
01, 02, 03, 04, 05
first name: 01 = Element verified,
02 = Element on database-not
verified, 03 = Element not on
database, 04 = Unable to access
database, 05 = Element not
received

Undefined

string

N

ka_firstNameNumi

Numident authentication status
for first name.

01, 02, 03, 04, 05

Undefined

string

N

ka_firstNameSsr

SSR authentication status for
first name.

01, 02, 03, 04, 05

Undefined

string

N

ka_lastNameMbr

MBR authentication status for
last name.

01, 02, 03, 04, 05

Undefined

string

N

ka_lastNameNumi

Numident authentication status
for last name.

01, 02, 03, 04, 05

Undefined

string

N

ka_lastNameSsr

SSR authentication status for last 01, 02, 03, 04, 05
name.

Undefined

string

N

Undefined

string

N

ka_mothersMaidenNa Numident authentication status
meNumi
for mothers maiden name.

01, 02, 03, 04, 05

ka_nhSsnDob

9 digit Social Security Number
-(SSN). This tag will be returned
when the user's date of birth is
verified using an SSN other than
the SSN entered.

Undefined

string

N

ka_nhSsnFirstName

9 digit Social Security Number
-(SSN). This tag will be returned
when the user's first name is
verified using an SSN other than
the SSN entered.

Undefined

string

N

ka_nhSsnLastName

9 digit Social Security Number
-(SSN). This tag will be returned
when the user's last name is
verified using an SSN other than
the SSN entered.

Undefined

string

N

ka_placeOfBirthNumi

Numident authentication status
for mothers maiden name.

01, 02, 03, 04, 05

Undefined

string

N

ka_statusCode

Variable returned determines if
the host backend system is
available.

0000, 0150, 0151, 0152, 0226,
0508, 1111, 7777, 8888

Undefined

string

N

ka_statusDescription

Status code text description for
Benefits Verification.

--

Undefined

string

N

kba_OMB_heard

tracks whether the OMB number true, false
for kba (right now, used for
everything BUT claim status) has
or has not been heard

false

--

N

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kba_transaction_status indicates the status of the task in success, failure,
the KBA dialog
account_blocked,
attestation_declined

Undefined

--

N

last_payment_needed indicates whether we need to
collect the caller's last payment
amount

true, false

true

--

N

maiden_name_needed indicates whether we need to
collect the caller's mother's
maiden name

true, false

Undefined

--

N

mm_statusCode

0000, 0150, 0151, 0152, 7777

Undefined

--

N

mm_statusDescription Status code text description for
Benefits Verification.

--

Undefined

--

N

mr_statusCode

Variable returned determines if
the host backend system is
available.

0000, 0150, 0151, 0152, 7777

Undefined

string

N

mr_statusDescription

Status code text description for
Medicare Replacement Card.

--

Undefined

string

N

mrc_transaction_status indicates status of the task in the success, failure,
medicare replacement card
change_address
dialog

Undefined

--

N

name_collect_task

indicates the type of name being caller, alternative, maiden, tkwr
collected - 'caller' = caller's first
and last names; 'alternative' =
caller's alternative name (if any);
'maiden' = mother's maiden
name; 'tkwr' = caller's name from
TKWR (wage reporting app)

Undefined

--

N

name_status

indicates the status - success or success, failure
fialure - of name collection

Undefined

--

N

next_pamphlet

indicates the next pamphlet on
the list in the Transcription dialog
allowing caller's to choose
pamphlets by title

understanding_ss,
retirement_benefits,
disability_benefits,
survivor_benefits,
work_affects_benefits,
disabled_children_benefits,
woman_ss

Undefined

--

N

non_national_transfer

for OCO transfers, controls
OCO-specific prompting

true, false

true

--

N

num_claims

indicates the number of claims
returned by the DB

1, 2, 3

Undefined

--

N

office_hours

'true' means the offices are open, true, false
'false' means they're closed

Undefined

--

N

office_location_entry

indicates the origin of a call to
the Field Office Locator dialog

first, from_card_center, reentry

Undefined

--

N

pamphlet_finished

indicates whether the caller has
indicated they are finished
choosing pamphlets

true, false

true

--

N

pamphlet_get_disability indicates whether the caller
_benefits
wants the receive the pamphlet

true, false

false

--

N

pamphlet_get_disabled pamphlet_get_understanding_ss true, false
_children_benefits

false

--

N

pamphlet_get_number indicates the number of different 0, 1, 2, 3, 4, 5, 6, 7
pamphlets the caller has
requested

Undefined

--

N

Variable returned determines if
the host backend system is
available.

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pamphlet_get_retireme indicates whether the caller
nt_benefits
wants the receive the pamphlet

true, false

false

--

N

pamphlet_get_survivor indicates whether the caller
_benefits
wants the receive the pamphlet

true, false

false

--

N

pamphlet_get_underst indicates whether the caller
anding_ss
wants the receive the pamphlet

true, false

false

--

N

pamphlet_get_woman_ pamphlet_get_understanding_ss true, false
ss

false

--

N

pamphlet_get_work_aff indicates whether the caller
ects_benefits
wants the receive the pamphlet

false

--

N

true, false

pamphlets_first_time

tracks whether this is the first or true, false
second time through the list

Undefined

--

N

payment_method

indicates how the caller is
expecting to receive their
payment

Undefined

--

N

phone_type

indicates what type of phone the home, work, mobile, attorney,
caller wants to change
other

Undefined

--

N

play_attestation_flag

Identifies if the attestation /OMB true, false
/perjury messages need to be
heard. Y = true and N = false

Undefined

boolean
(true/false)

N

pob_needed

indicates whether we need to
collect the caller's place of birth

true, false

true

--

N

rb_statusCode

Variable returned determines if
the host backend system is
available.

0000, 0150, 0151, 0152, 0226,
0508, 1111, 7777, 8888

Undefined

string

N

rb_statusDescription

Status code text description for
Replacement 1099.

--

Undefined

string

N

true, false

true

--

N

SPEAK_FREELY_ACT toggle - set by administrator - to true, false
IVE
control whether NLU is on or off

Undefined

--

N

spell_name

indicates whether name
collection should be attempted
using spell-only

true, false

true

--

N

ss_statusCode

--

0000, 0150, 0151, 0152, 7777

Undefined

--

N

ss_statusDescription

--

--

Undefined

--

N

startTime1

start time when emergency

broadcast message 1 should be
played

Undefined

--

N

startTime2

start time when emergency

broadcast message 2 should be
played

Undefined

--

N

startTime3

start time when emergency

broadcast message 3 should be
played

Undefined

--

N

replacement_statement indicates whether the
_deceased
replacement 1099 requested is
for a deceased person

mail, direct_deposit

status_collectaddress_ indicates whether zip code is a
zipcode
valid, USPS zip code

valid

Undefined

--

N

taxActiveFlag

indicator to determine if the tax
information broadcast message
is active or not

--

Undefined

--

N

taxBroadcastPrompt

The name of the tax information -broadcast wav file

Undefined

--

N

tnrs_checked

keeps track of whether or not the true, false

false

--

N

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TNRS database has been
checked
tnrs_db_upfront

Determines if the TNRS
true, false
database should be called prior
to (true), or after (false), the first
name collection.

Undefined

boolean
(true/false)

N

tnrs_firstName

First name, max length 10

--

Undefined

string

N

tnrs_lastName

Last name, max length 13

--

Undefined

string

N

tnrs_otherLastName

Other last name, max length 13

--

Undefined

string

N

tnrs_statusCode

Variable returned determines if
the host backend system is
available.

0000, 0151, 9999

Undefined

string

N

tr_city

--

--

Undefined

string

N

tr_firstName

--

--

Undefined

string

N

tr_lastName

--

--

Undefined

string

N

tr_state

--

--

Undefined

string

N

tr_streetAddress

--

--

Undefined

string

N

tr_zipCode

--

--

Undefined

string

N

transcription_address

holds the collected address to
which material should be sent
from the Transcription dialog

--

Undefined

--

N

--

Undefined

--

N

transcription_transactio indictaes the status of the task in success, failure
n_status
the Transcription dialog

Undefined

--

N

transfer_reason

error, failure

Undefined

--

N

Possible Values

Initial Value

Type

Configurable

1100_zip@CollectAddr -ess_ZipCode

zip

Undefined

--

N

1300_cmd@CollectAd -dress_ZipCode

help

Undefined

--

N

1300_street@CollectA -ddress_ZipCode

streetnamenumber,
ruralroutenumber

Undefined

--

N

1350_apartment@Coll -ectAddress_ZipCode

apt_, bldg_, Undefined
fl_, msc_,
no_apt, ste_,
unit_

--

N

1500_cmd@CollectAd -dress_ZipCode

help

Undefined

--

N

1500_yesno@CollectA -ddress_ZipCode

yes, no

Undefined

--

N

address_disambig_me Identifies what the caller chooses office, update_address
nu
in the address disambiguation
menu (update personal address
or find a SS office)

Undefined

ECMAScript
object

N

alt_name_yesno

transcription_form_qua holds the number of forms
ntity
requested by the caller

indicates the reason for caller
transfer

Recognition Variables
Variable Name

Description

--

no, yes

Undefined

--

N

application_status_yes -no

no, yes

Undefined

--

N

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ask_partd_enrolled_ye -sno

no, repeat, yes

Undefined

--

N

attestation_act_details --

--

Undefined

--

N

attestation_question

--

continue, more_information

Undefined

--

N

backoff_main_menu

--

application_status, cards,
medicare, office_locations,
other_options, repeat, update

Undefined

--

N

backoff_other_options_ -menu

application, benefits_statement, Undefined
direct_deposit, go_back,
proof_of_income, repeat,
something_else, spanish

--

N

benefits_application_m -enu

medicare, repeat,
Undefined
social_security, something_else

--

N

benefits_earnings_men -u

benefits_statement,
proof_of_income,
something_else

Undefined

--

N

benefits_menu

application_status, apply,
direct_deposit, other_options,
payment

Undefined

--

N

benefits_other_options -_menu

earnings_statement, forms,
pamphlets, proof_of_income,
repeat, something_else, update

Undefined

--

N

benefits_statement_en -d_menu

no, repeat, yes

Undefined

--

N

benefits_update_inform -ation_menu

address, direct_deposit, name,
something_else

Undefined

--

N

card_center_location_i -nfo_menu

change, directions, field_office,
finished, repeat

Undefined

--

N

card_center_location_i -nfo_menu@import

change, field_office, finished,
repeat

Undefined

--

N

card_center_location_i -nfo_menu@import

change, field_office, finished,
repeat

Undefined

--

N

card_center_location_i -nfo_menu@import

change, field_office, finished,
repeat

Undefined

--

N

card_center_location_i -nfo_menu@import

change, field_office, finished,
repeat

Undefined

--

N

card_center_needed_y -esno

no, yes

Undefined

--

N

card_menu_medicare

--

new_card, replacement_card,
something_else

Undefined

--

N

card_menu_social_sec -urity

new_card, replacement_card,
something_else, update

Undefined

--

N

cards_update_informati -on_menu

address, name, something_else Undefined

--

N

cd_account_number

, repeat

Undefined

--

N

cd_account_type_men -u

checking, dont_have,
investment, repeat, savings

Undefined

--

N

cd_calling_about_self_ -yesno

no, repeat, yes

Undefined

--

N

cd_effective_asap_yes -no

no, yes

Undefined

--

N

cd_effective_date_men -u

Undefined

--

N

--

--

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cd_effective_month

--

December 5, 2011

april, august, december,
Undefined
february, january, july, june,
march, may, november, october,
september, soon_as_possible

--

N

cd_not_eligible_menu --

more_information

Undefined

--

N

cd_phone_number

phone_number, repeat

Undefined

--

N

cd_phone_type_menu --

attorney, cell, home,
something_else, work

Undefined

--

N

cd_receiving_benefits_ -yesno

no, yes

Undefined

--

N

cd_routing_number

, dont_know,
repeat

Undefined

--

N

cd_type_of_change_m -enu

address, both, phone

Undefined

--

N

check_late_yesno

--

no, yes

Undefined

--

N

checks_repeat_yesno

--

no, repeat, yes

Undefined

--

N

citizenship_msg_yesno --

no, yes

Undefined

--

N

citizenship_question_y -esno

no, yes

Undefined

--

N

cityState@CollectAddr -ess_ZipCode

--

Undefined

--

N

cola_msg_yesno

--

no, yes

Undefined

--

N

colaActiveFlag

indicator to determine if the
message is active or not

--

Undefined

--

N

collectaddress_apartm -ent_number

--

Undefined

--

N

collectaddress_confirm -_address

yes, no

Undefined

--

N

collectaddress_street_ -address

streetnamenumber,
ruralroutenumber

Undefined

--

N

collectaddress_zip

holds collected zip code for
address collection

zip

Undefined

--

N

confirmname

--

--

--

no, repeat, yes

Undefined

--

N

corrections@CollectAd -dress_ZipCode

--

Undefined

--

N

cs_multi_claim_end_m -enu

different_number, finished,
next_claim

Undefined

--

N

cs_multi_last_claim_en -d_menu

different_number, finished,
repeat_claims

Undefined

--

N

cs_no_status_end_me -nu

different_number, finished,
repeat

Undefined

--

N

cs_one_claim_end_me -nu

different_number, finished

Undefined

--

N

cs_repeat_status_yesn -o

no, yes

Undefined

--

N

cs_which_claim_yesno --

no, yes

Undefined

--

N

current_year_question -_yesno

no, yes

Undefined

--

N

deceased_ssn_collecti -on

, dont_know

Undefined

--

N

ECMAScript

N

disability_disambig_me Identifies what the caller chooses apply, check, claim_status, else Undefined

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nu

in the disability disambiguation
menu (apply for benefits, claim
status, or benefit check)

earnings_menu

--

December 5, 2011

object

Undefined

--

N

employment_disambig Identifies if the caller needs a
no, yes
_menu_yesno
copy of their work history (yes) or
not (no)

Undefined

boolean
(true/false)

N

ExitReason@CollectAd -dress_ZipCode

Undefined

--

N

fol_physicalzipquestion If a Sacramento zip code is
no, repeat, yes
_yesno
entered in FOL determines if the
zip code is for the caller's
physical address.

Undefined

boolean
(true/false)

N

fol_zip_code_collection --

, dont_know

Undefined

--

N

form_for_self_yesno

--

no, yes

Undefined

--

N

forms_general_menu

--

benefits_statement,
earnings_statement,
proof_of_income,
something_else

Undefined

--

N

future_benefits_menu

--

order_form, other_questions,
repeat

Undefined

--

N

future_benefits_yesno --

no, yes

Undefined

--

N

get_confirmation_numb -er

,
dont_have, repeat

Undefined

--

N

get_dob

--

dob

Undefined

--

N

get_form_menu

--

main_menu, office, order_form,
website

Undefined

--

N

get_last_payment_amo -unt

dont_know,
last_payment_amount, repeat

Undefined

--

N

get_pob

--

af_af, af_am, af_ca, af_eu,
Undefined
af_me, af_pa, ak, al, ar, as, az,
ca, co, ct, dc, de, fl, ga, gu, hi, ia,
id, il, in, ks, ky, la, ma, md, me,
mh, mi, mn, mo, mp, ms, mt, nc,
nd, ne, nh, nj, nm, nv, ny, oh, ok,
or, other, pa, pr, pw, repeat, ri,
sc, sd, state, territory, tn, tx, ut,
va, vi, vt, wa, wi, wv, wy

--

N

get_ssn

--

, repeat

Undefined

--

N

help_with_drug_costs_ -yesno

no, yes

Undefined

--

N

internet_address_men -u

details, problem, repeat

Undefined

--

N

internet_information_ye -sno

no, yes

Undefined

--

N

language_selection

--

spanish

Undefined

--

N

late_payment_exit_yes -no

no, yes

Undefined

--

N

late_payment_menu

--

direct_deposit, mail, not_sure,
repeat

Undefined

--

N

main_menu

--

1099_benefits_statement,
address_general, agent,

Undefined

--

N

Nuance Communications

benefits_statement,
earnings_statement,
proof_of_income,
something_else

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User Interface Specification

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December 5, 2011

benefits_application,
benefits_general,
benefits_verification,
cards_general,
change_of_address, checks,
citizenship_general,
claims_status_general,
claims_status_new,
cost_of_living_adjustment,
direct_deposit,
disability_benefits_general,
earnings_statement,
employment_general,
field_office_locator,
forms_general, general,
internet_general, main_menu,
medicare,
medicare_replacement_card,
name_or_address_verify,
payment_late, repeat,
replacement_general,
representative_payee,
social_security_card_general,
social_security_number_verificati
on, spanish,
supplemental_security_income,
tax_general,
transcription_pamphlets,
transfer_appeal_new,
transfer_appointment,
transfer_back_payment,
transfer_balance,
transfer_benefits_problem,
transfer_billing, transfer_birth,
transfer_cancel,
transfer_case_change,
transfer_check_deductions,
transfer_check_replacement,
transfer_child_support,
transfer_circuit_breaker,
transfer_claims_medicare,
transfer_claims_new,
transfer_college,
transfer_complaint,
transfer_death,
transfer_debit_card,
transfer_dependent,
transfer_disability,
transfer_divorce,
transfer_earnings_general,
transfer_eligibility,
transfer_employment_change,
transfer_fax,
transfer_food_stamps,
transfer_forms_w2,
transfer_fraud, transfer_housing,
transfer_insurance,
transfer_legal, transfer_letter,
transfer_license, transfer_loans,
transfer_marriage,
transfer_military_service,
transfer_password,
transfer_payment_amount,
transfer_payment_arrangement,
transfer_payment_over,
transfer_payment_stop,
transfer_pension,
transfer_refund,

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transfer_retirement,
transfer_return_call,
transfer_ssi_change,
transfer_tax_withholding,
update_information
medicare_apply_menu --

no, yes

Undefined

--

N

medicare_enroll_msg_ -yesno

no, yes

Undefined

--

N

medicare_information_ -yesno

no, yes

Undefined

--

N

medicare_subsidy_ms -g_yesno

no, yes

Undefined

--

N

no_relationship_end_m -enu

no, yes

Undefined

--

N

not_eligible_details_ye -sno

no, yes

Undefined

--

N

office_directions_menu --

change, finished, repeat

Undefined

--

N

office_location_info_m -enu

change, directions, finished,
repeat

Undefined

--

N

office_location_info_m -enu@import

change, finished, repeat

Undefined

--

N

office_location_info_m -enu@import

change, finished, repeat

Undefined

--

N

office_location_info_m -enu@import

change, finished, repeat

Undefined

--

N

office_location_info_m -enu@import

change, finished, repeat

Undefined

--

N

order_drug_help_form_ -yesno

no, yes

Undefined

--

N

paperwork_details

skip_it

Undefined

--

N

paperwork_end_menu --

continue, privacy_act, repeat

Undefined

--

N

payee_become_menu --

finished, office, payee_options,
repeat

Undefined

--

N

payee_change_menu

--

office, payee_options, repeat

Undefined

--

N

payee_misuse_menu

--

finished, payee_options, repeat

Undefined

--

N

payee_options, repeat

Undefined

--

N

perjury_message_yesn Determines if the caller agrees to no, yes
o
the perjury message.

Undefined

boolean
(true/false)

N

person_living_yesno

--

no, repeat, yes

Undefined

--

N

privacy_details

--

skip_it

Undefined

--

N

privacy_end_menu

--

continue, paperwork_act, repeat Undefined

--

N

receiving_benefits_yes -no

no, yes

Undefined

--

N

remove_phone_menu

--

change, remove

Undefined

--

N

rep_payee_menu

--

become, change, misuse,
Undefined
program, report, something_else

--

N

--

payee_program_menu --

replacement_disambig Identifies what the caller chooses 1099, card, else
_menu
in the replacement
disambiguation menu (1099,
card, something_else)

Undefined

ECMAScript
object

N

replacement_medicare --

Undefined

--

N

Nuance Communications

no, yes

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_card_yesno
replacement_statement -_end_menu

no, yes

Undefined

--

N

sayandspellfirst

--

Undefined

--

N

sayandspellfirst_tnrs

grammar compiled from tnrs hit

Undefined

--

N

sayandspelllast_tnrs

grammar compiled from tnrs hit

Undefined

--

N

social_security_card_m -enu

documents, get_form,
help_with_form, office, repeat,
something_else, submit_form

Undefined

--

N

spellfirst

--

Undefined

--

N

spellfirst_tnrs

grammar compiled from tnrs hit

Undefined

--

N

spelllast

--

Undefined

--

N

spelllast_tnrs

grammar compiled from tnrs hit

Undefined

--

N

ss5verify_msg_yesno

--

no, yes

Undefined

--

N

ssi_menu

--

apply, citizenship, problem,
repeat

Undefined

--

N

ssn_verify_menu

Identifies the caller option in the finished, office, repeat
Social Security verification menu.

Undefined

ECMAScript
object

N

Status@CollectAddres -s_ZipCode

Valid

Undefined

--

N

submit_form_yesno

--

no, yes

Undefined

--

N

supporting_documents -_final_yesno

no, yes

Undefined

--

N

supporting_documents menu of options for supporting
finished, keep_going, repeat
_nonfinal_menu
dox message, NOT last message

Undefined

--

N

taxes_msd_yesno

--

no, yes

Undefined

--

N

taxMsgEndTime

end time when tax information
broadcast message should be
played

--

Undefined

--

N

taxMsgStartTime

start time when tax information
broadcast message should be
played

--

Undefined

--

N

TNRS_get_name

grammar, constructed from
, repeat
TNRS DB hit, collects caller's full
name

Undefined

--

N

tr_confirm_address_ye -sno

no, yes

Undefined

--

N

tr_get_pamphlet_menu --

finished, no, repeat, skip, yes

Undefined

--

N

tr_how_many_forms_m -enu

1, 10, 11, 12, 13, 14, 15, 2, 3, 4, Undefined
5, 6, 7, 8, 9, repeat

--

N

tr_pamphlet_more_cho -ices_yesno

no, repeat, yes

Undefined

--

N

web_instructions_yesn -o

no, yes

Undefined

--

N

which_act_details

--

both, neither, paperwork_act,
privacy_act

Undefined

--

N

which_card_menu

--

both, medicare, social_security,
something_else

Undefined

--

N

Nuance Communications

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Appendix B: Grammar Mapping Table
main
Node Name

Recognition Variable

Possible Values

Key

Grammar Slot

mm0110_LanguageSelection_ language_selection
DM

spanish

result

dm_root

mm0120_RecordingMsg_DM language_selection

spanish

result

dm_root

mm0210_SFMainMenu_DM

address_general, benefits_application,
result
claims_status_general, transfer_appeal_new,
benefits_general, transfer_appointment,
transfer_back_payment, transfer_balance,
transfer_benefits_problem, transfer_birth,
transfer_cancel, cards_general,
medicare_replacement_card,
social_security_card_general, change_of_address,
checks, transfer_case_change,
transfer_check_replacement, transfer_ssi_change,
cost_of_living_adjustment, general,
transfer_check_deductions, transfer_child_support,
transfer_circuit_breaker, transfer_claims_medicare,
transfer_college, transfer_complaint,
transfer_death, transfer_debit_card, direct_deposit,
disability_benefits_general, earnings_statement,
transfer_dependent, transfer_disability,
transfer_divorce, transfer_earnings_general,
1099_benefits_statement, employment_general,
field_office_locator, forms_general,
transfer_eligibility, transfer_employment_change,
transfer_fax, transfer_food_stamps, transfer_fraud,
transfer_housing, internet_general, medicare,
payment_late, tax_general,
transcription_pamphlets, transfer_insurance,
transfer_legal, transfer_letter, transfer_license,
transfer_loans, transfer_marriage, agent,
benefits_verification, claims_status_new,
name_or_address_verify, transfer_military_service,
transfer_password, transfer_payment_amount,
transfer_payment_arrangement,
transfer_payment_over, transfer_payment_stop,
transfer_pension, replacement_general,
representative_payee,
social_security_number_verification,
supplemental_security_income, transfer_refund,
transfer_retirement, transfer_return_call,
transfer_tax_withholding, spanish,
transfer_forms_w2, update_information,
transfer_claims_new, citizenship_general,
transfer_billing, repeat, main_menu

dm_root

mm0303_AskRepeatCola_DM cola_msg_yesno

no, yes

result

dm_root

mm0420_AddressVerifyMsg_ ss5verify_msg_yesno
DM

no, yes

result1

dm_root

mm0430_AddressDisambig_D address_disambig_menu office, update_address
M

result

dm_root

mm0450_EmploymentDisamb employment_disambig_ no, yes
ig_DM
menu_yesno

result

dm_root

mm0460_SSNVerification_DM ssn_verify_menu

result

dm_root

result

dm_root

main_menu

office, finished, repeat

mm0440_DisabilityDisambig_ disability_disambig_men apply, check, claim_status, else
DM
u

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mm0470_ReplacementDisam replacement_disambig_ 1099, card, else
big_DM
menu

result

dm_root

mm0410_AskRepeatTaxes_D cola_msg_yesno
M

no, yes

result

dm_root

mm0600_BackoffMainMenu_ backoff_main_menu
DM

cards, medicare, application_status,
office_locations, other_options, update, repeat

result

dm_root

result

dm_root

apply, application_status, direct_deposit, payment, result
other_options

dm_root

mm0800_BenefitsApplication benefits_application_me medicare, social_security, something_else, repeat result
Menu_DM
nu

dm_root

mm0810_ApplicationStatusQu application_status_yesno no, yes
estion_DM

result

dm_root

mm0900_BenefitsMoreOption benefits_other_options_ something_else, update, earnings_statement,
s_DM
menu
forms, pamphlets, proof_of_income, repeat

result

dm_root

mm0910_UpdatePersonalInfo benefits_update_informa address, name, something_else, direct_deposit
_DM
tion_menu

result

dm_root

mm1100_SocialSecurityCards card_menu_social_secur new_card, replacement_card, something_else,
Menu_DM
ity
update

result

dm_root

mm1110_UpdatePersonalInfo cards_update_informatio address, name, something_else
_DM
n_menu

result

dm_root

mm1105_MedicareCardsMen card_menu_medicare
u_DM

new_card, replacement_card, something_else

result

dm_root

mm1210_InternetAddress_D
M

details, problem, repeat

result

dm_root

mm1220_InternetInformation_ internet_information_yes no, yes
DM
no

result

dm_root

mm1300_WhichCard_DM

result1

dm_root

mm1430_SocialSecurityCard social_security_card_me documents, get_form, help_with_form,
Menu_DM
nu
submit_form, office, something_else, repeat

result

dm_root

mm1500_CitizenshipQuestion citizenship_question_yes no, yes
_DM
no

result

dm_root

mm1520_GetForm_DM

mm0610_BackoffOtherOption backoff_other_options_m application, benefits_statement, direct_deposit,
sMenu_DM
enu
proof_of_income, something_else, go_back,
spanish, repeat
mm0700_Benefits_DM

benefits_menu

internet_address_menu

which_card_menu

get_form_menu

both, medicare, social_security, something_else

result

dm_root

mm1510_CitizenDocumentsM supporting_documents_n finished, keep_going, repeat
sgPart1_DM
onfinal_menu

result

dm_root

mm1512_CitizenDocumentsM supporting_documents_fi no, yes
sgPart2_DM
nal_yesno

result

dm_root

mm1515_NonCitizenDocume supporting_documents_n finished, keep_going, repeat
ntsMsgPart1_DM
onfinal_menu

result

dm_root

mm1517_NonCitizenDocume supporting_documents_n finished, keep_going, repeat
ntsMsgPart2_DM
onfinal_menu

result

dm_root

mm1519_NonCitizenDocume supporting_documents_fi no, yes
ntsMsgPart3_DM
nal_yesno

result

dm_root

mm1530_WebsiteInstructions web_instructions_yesno no, yes
_DM

result

dm_root

mm1600_SubmitForm_DM

no, yes

result

dm_root

no, yes

result

dm_root

mm1720_MedicareEnrollMsg_ medicare_enroll_msg_ye no, yes
DM
sno

result

dm_root

submit_form_yesno

mm1700_MedicareApplyMenu medicare_apply_menu
_DM

Nuance Communications

office, order_form, main_menu, website

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User Interface Specification

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mm1730_MedicareDrugQuest medicare_information_ye no, yes
ion_DM
sno

result

dm_root

mm1740_MedicareSusidyMsg medicare_subsidy_msg_ no, yes
_DM
yesno

result1

dm_root

mm1750_AskPartD_DM

result

dm_root

mm1760_HelpWithDrugCosts help_with_drug_costs_y no, yes
_DM
esno

result

dm_root

mm1710_ReplacementCardQ replacement_medicare_c no, yes
uestion_DM
ard_yesno

result

dm_root

mm1770_OrderDrugFormQue order_drug_help_form_y no, yes
stion_DM
esno

result

dm_root

mm1800_SSIMenu_DM

apply, citizenship, problem, repeat

result

dm_root

mm1810_CitizenshipMsg_DM citizenship_msg_yesno

no, yes

result

dm_root

mm1905_Checks_DM

no, yes, repeat

result

dm_root

direct_deposit, mail, not_sure, repeat

result

dm_root

mm1940_LatePaymentExit_D late_payment_exit_yesn no, yes
M
o

result

dm_root

mm1900_ReceivingBenefits_ receiving_benefits_yesn no, yes
DM
o

result

dm_root

mm1907_LatePaymentQuesti check_late_yesno
on_DM

result1

dm_root

mm2000_ReceivingBenefits_ receiving_benefits_yesn no, yes
DM
o

result

dm_root

mm2010_BenefitsEarnings_D benefits_earnings_menu benefits_statement, proof_of_income,
M
something_else

result

dm_root

mm2030_OtherQuestions_DM future_benefits_yesno

no, yes

result

dm_root

mm2040_FutureBenefits_DM future_benefits_menu

order_form, other_questions, repeat

result

dm_root

mm2100_RepPayeeMenu_D rep_payee_menu
M

become, change, misuse, program, report,
something_else

result

dm_root

mm2110_ProgramMsg_DM

payee_program_menu

payee_options, repeat

result

dm_root

mm2120_ChangeMsg_DM

payee_change_menu

office, payee_options, repeat

result

dm_root

mm2200_BecomePayee_DM payee_become_menu

office, payee_options, finished, repeat

result

dm_root

mm2210_PayeeMisuse_DM

ask_partd_enrolled_yesn no, yes, repeat
o

ssi_menu

checks_repeat_yesno

mm1910_LatePaymentMenu_ late_payment_menu
DM

payee_misuse_menu

no, yes

payee_options, finished, repeat

result

dm_root

mm2300_FormsGeneral_DM forms_general_menu

benefits_statement, proof_of_income,
earnings_statement, something_else

result

dm_root

mm2400_EarningsMenu_DM earnings_menu

proof_of_income, something_else,
benefits_statement, earnings_statement

result

dm_root

AddressOSDM
Node Name

Recognition Variable

Possible Values

Key

Grammar Slot

ad0110_zipcode_DM

collectaddress_zip

zip

zip

dm_root

ad0140_FullAddress_DM

collectaddress_street_ad ruralroutenumber, streetnamenumber
dress

street

dm_root

ad0150_SecondaryAddress_ 1350_apartment@Collec no_apt, apt_, bldg_,
DM
tAddress_ZipCode
fl_, msc_, ste_,
unit_

apartment

dm_root

ad0200_ConfirmFull_DM

yesno

dm_root

Nuance Communications

collectaddress_confirm_ no, yes
address

Social Security Administration
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December 5, 2011

BenefitsVerification
Node Name

Recognition Variable

Possible Values

Key

Grammar Slot

--

--

--

--

--

Recognition Variable

Possible Values

Key

Grammar Slot

ca0220_ReceivingBenefits_D cd_receiving_benefits_y no, yes
M
esno

result

dm_root

ca0260_CallingAboutSelf_DM cd_calling_about_self_ye no, yes, repeat
sno

result

dm_root

ca0230_NotEligible_DM

result

dm_root

ca0240_NotEligibleDetails_D not_eligible_details_yesn no, yes
M
o

result

dm_root

ca0310_TypeOfChange_DM

cd_type_of_change_men address, both, phone
u

result

dm_root

ca0410_TypeOfPhone_DM

cd_phone_type_menu

attorney, home, cell, something_else, work

result

dm_root

phone_number, repeat

result

dm_root

ca0430_COAEffectiveASAP_ cd_effective_asap_yesn no, yes
DM
o

result

dm_root

ca0435_EffectiveDate_DM

ChangeOfAddress
Node Name

cd_not_eligible_menu

ca0420_CollectPhoneNumber cd_phone_number
_DM

more_information

cd_effective_date_menu

ca0400_RemoveOrChangePh remove_phone_menu
one_DM

result

dm_root

change, remove

result

dm_root

Possible Values

ClaimStatusRequests
Node Name

Key

Grammar Slot

cs0120_ConfirmationNumber_ get_confirmation_numbe , dont_have, repeat
DM
r

Recognition Variable

result

dm_root

cs0210_WhichClaim_DM

cs_which_claim_yesno

result

dm_root

cs0240_OneClaimEnd_DM

cs_one_claim_end_men different_number, finished
u

result

dm_root

cs0250_MultiClaimEnd_DM

cs_multi_claim_end_me different_number, finished, next_claim
nu

result

dm_root

cs0230_RepeatStatus_DM

cs_repeat_status_yesno no, yes

result

dm_root

cs0260_NoStatusEnd_DM

cs_no_status_end_menu different_number, finished, repeat

result

dm_root

result

dm_root

Key

Grammar Slot

dd0220_ReceivingBenefits_D cd_receiving_benefits_y no, yes
M
esno

result

dm_root

dd0260_CallingAboutSelf_DM cd_calling_about_self_ye no, yes, repeat
sno

result

dm_root

dd0430_AccountType_DM

cd_account_type_menu checking, dont_have, investment, savings, repeat

result

dm_root

dd0410_EffectiveMonth_DM

cd_effective_month

april, august, december, february, january, july,
result
june, march, may, november, october, september,
soon_as_possible

dm_root

, dont_know, repeat

dm_root

no, yes

cs0270_MultiLastClaimEnd_D cs_multi_last_claim_end different_number, finished, repeat_claims
M
_menu

DirectDeposit
Node Name

Recognition Variable

dd0440_CollectRoutingNumb cd_routing_number

Nuance Communications

Possible Values

Social Security Administration
CONFIDENTIAL

result

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User Interface Specification

Version: 4.9

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December 5, 2011

er_DM
dd0450_CollectAccountNumb cd_account_number
er_DM

, repeat

dd0400_DDEffectiveASAP_D cd_effective_asap_yesn no, yes
M
o

result

dm_root

result

dm_root

FieldOfficeLocator
Node Name

Recognition Variable

Possible Values

Key

Grammar Slot

fl0100_GetZipCode_DM

fol_zip_code_collection

, dont_know

result

dm_root

fl0120_OfficeLocationInfo_DM office_location_info_men change, finished, repeat
u@import

result

dm_root

fl0105_CardCenterNeededQu card_center_needed_ye no, yes
estion_DM
sno

result

dm_root

fl0125_CardCenterInfo_DM

result

dm_root

result

dm_root

Possible Values

Key

Grammar Slot

ka0210_AttestationQuestion_ attestation_question
DM

continue, more_information

result

dm_root

ka0225_WhichActDetails_DM which_act_details

both, paperwork_act, privacy_act, neither

result

dm_root

ka0230_PrivacyActDetails_D privacy_details
M

skip_it

result

dm_root

ka0240_PaperworkActDetails paperwork_details
_DM

skip_it

result

dm_root

ka0250_PrivacyEndMenu_DM privacy_end_menu

continue, paperwork_act, repeat

result

dm_root

ka0260_PaperworkEndMenu_ paperwork_end_menu
DM

continue, privacy_act, repeat

result

dm_root

ka0270_PerjuryMessage_DM perjury_message_yesno no, yes

result

dm_root

ka0310_GetSSN_DM

, repeat

result

dm_root

ka0355_TNRSGetName_DM TNRS_get_name

, repeat

result

dm_root

ka0410_AltNameQuestion_D alt_name_yesno
M

no, yes

result

dm_root

ka0510_GetDOB_DM

dob

result

dm_root

other, state, territory, ak, al, as, az, af_af, af_am,
result
af_ca, af_eu, af_me, af_pa, ar, ca, co, ct, dc, de, fl,
ga, gu, hi, ia, id, il, in, ks, ky, la, ma, md, me, mh,
mi, mn, mo, mp, ms, mt, nc, nd, ne, nh, nj, nm, nv,
ny, oh, ok, or, pa, pr, pw, ri, sc, sd, tn, tx, ut, va, vi,
vt, wa, wi, wv, wy, repeat

dm_root

card_center_location_inf change, finished, field_office, repeat
o_menu@import

fl0115_PhysicalZipCode_DM fol_physicalzipquestion_ no, yes, repeat
yesno

KnowledgeBasedAuthentication
Node Name

Recognition Variable

get_ssn

get_dob

ka0710_GetPlaceOfBirth_DM get_pob

ka0810_GetLastPaymentAmo get_last_payment_amou last_payment_amount, dont_know, repeat
unt_DM
nt

result

dm_root

MedicareReplacementCard
Node Name

Recognition Variable

Possible Values

Key

Grammar Slot

--

--

--

--

--

Nuance Communications

Social Security Administration
CONFIDENTIAL

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User Interface Specification

Version: 4.9

SSA_ATT_Care2020_N8NN

December 5, 2011

NameOSDM
Node Name

Possible Values

Key

Grammar Slot

na0120_SayAndSpellFirst_D sayandspellfirst
M

Recognition Variable

result

dm_root

na0120_SayAndSpellFirst_D sayandspellfirst_tnrs
M

result

dm_root

na0130_SayAndSpellLast_D
M

sayandspelllast_tnrs

result1

dm_slot1

na0140_SpellFirst_DM

spellfirst

result

dm_root

na0140_SpellFirst_DM

spellfirst_tnrs

result1

dm_slot1

na0150_SpellLast_DM

spelllast

result

dm_root

na0150_SpellLast_DM

spelllast_tnrs

result1

dm_slot1

na0200_ConfirmName_DM

confirmname

no, yes, repeat

result

dm_root

Possible Values

Key

Grammar Slot

rb0130_1099JanuaryEnd_DM replacement_statement_ no, yes
end_menu

result

dm_root

rb0110_CurrentYearQuestion current_year_question_y no, yes
_DM
esno

result

dm_root

rb0310_FormForSelf_DM

form_for_self_yesno

no, yes

result

dm_root

rb0320_PersonLiving_DM

person_living_yesno

no, yes, repeat

result

dm_root

rb0330_DeceasedSocial_DM deceased_ssn_collection , dont_know

result

dm_root

rb0420_NoRelationshipEnd_D no_relationship_end_me no, yes
M
nu

result

dm_root

rb0440_BenefitsStatementEn benefits_statement_end_ no, yes, repeat
dMenu_DM
menu

result

dm_root

Key

Grammar Slot

result

dm_root

tr0200_AskHowManyForms_ tr_how_many_forms_me 1, 10, 11, 12, 13, 14, 15, 2, 3, 4, 5, 6, 7, 8, 9,
DM
nu
repeat

result

dm_root

tr0310_UnderstandingSS_DM tr_get_pamphlet_menu

no, yes, finished, skip, repeat

result

dm_root

tr0320_RetirementBenefits_D tr_get_pamphlet_menu
M

finished, no, skip, yes, repeat

result1

dm_root

tr0330_DisabilityBenefits_DM tr_get_pamphlet_menu

finished, no, skip, yes, repeat

result1

dm_root

tr0340_SurvivorBenefits_DM

tr_get_pamphlet_menu

finished, no, skip, yes, repeat

result1

dm_root

tr0420_DisabledChildrenBene tr_get_pamphlet_menu
fits_DM

finished, no, skip, yes, repeat

result1

dm_root

tr0430_WomanSS_DM

tr_get_pamphlet_menu

finished, no, skip, yes, repeat

result1

dm_root

tr0410_WorkAffectsBenefits_ tr_get_pamphlet_menu
DM

finished, no, skip, yes, repeat

result1

dm_root

result

dm_root

ReplacementBenefitStatement
Node Name

Recognition Variable

Transcription
Node Name

Recognition Variable

tr0120_ConfirmAddress_DM

tr_confirm_address_yesn no, yes
o

tr0540_MoreChoices_DM

Nuance Communications

Possible Values

tr_pamphlet_more_choic no, yes, repeat
es_yesno

Social Security Administration
CONFIDENTIAL

Page 361 of 362

User Interface Specification

Version: 4.9

SSA_ATT_Care2020_N8NN

Nuance Communications

December 5, 2011

Social Security Administration
CONFIDENTIAL

Page 362 of 362