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pdfUser Interface Specification
Version Number 9.42
07/10/2020
Social Security Administration
SSA_ATT_Care2020_N8NN
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
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)
> 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
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> ad0110_zipcode_DM: modified reentry prompt (removed repetitve 'my mistake')
> 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,
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tnev_employee_first_name, tnev_employee_last_name, tnev_employee_dob,
tnev_employee_gender, tnev_OMB_heard, tnev_paperwork_details,
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
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'if necessary' to 'never'
> mm2210_PayeeMisuse_DM: for 'repeat' option, changed confirmation mode from 'if
necessary' to 'never'
> 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
Nuance Communications
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,
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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
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
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failure' and 'else'
- mm0310_ChangeOfAddress_SD: If coa_transaction_status=failure assign
transfer_reason=failure
- mm0320_FieldOfficeLocator_SD: If fol_transaction_status=failure assign
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.
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- Regenerated prompt names (mm0900_out_04 and mm1900_out_02 were missing,
but are in UI now)
08/04/2011 3.5
Full Detailed Design – FINAL:
B. Mittelstedter
- - 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
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07/10/2020
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)
* 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
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07/10/2020
NLU updates made after tagging (changes highlighted in ORANGE):
Brook
Mittelstedter
- mm0420_SS5VerifyMsg_DM: updated node name to
mm0420_AddressVerifyMsg_DM
- 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
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Changes made for NLU build out highlighted in YELLOW:
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- 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.
- 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
12/13/2011 5.0
Changes made pursuant to the NLU build out highlighted in LIGHT PURPLE:
Brook
- mm0210_SFMainMenu_DM - updated sample phrases for name_or_address_verify, Mittelstedter
and transfer_appeal_new, transfer_payment_amount, and
transfer_check_replacement
01/05/2012 5.1
Revised as follows:
> added 'current_intent' and 'final_intent' assignations to main and disambiguation
menus
> revised MM1430 to transfer all 'something else' callers to an agent
01/09/2012 5.2
Revised as follows:
T. Sheeder
> corrected 'current_intent' and 'final_intent' assignations to main and disambiguation
menus
01/11/2012 5.3
Revised as follows:
> mm0440_DisabilityDisambig_DM: 'else' option, set final_intent=
> mm0460_SSNVerification_DM: 'finished' option, set final_intent=
> mm0470_ReplacementDisambig_DM: 'else' option, set
final_intent=
> mm1300_WhichCard_DM: 'something_else' option, set
final_intent=
> mm1430_SocialSecurityCardMenu_DM: 'help_with_form' option, set
final_intent=sscard_form_help
> mm1430_SocialSecurityCardMenu_DM: 'get_form' option, set
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final_intent=sscard_get_form
> mm1750_AskPartD_DM: 'no' option, set final_intent=medicare_subsidy
> mm1750_AskPartD_DM: 'yes' option, set final_intent=medicare_drug_costs
> mm1770_OrderDrugFormQuestion_DM: 'yes' option, removed set final_intent
> mm1800_SSIMenu_DM: 'apply' option, removed set final_intent
> mm1800_SSIMenu_DM: 'problem' option, removed set final_intent
> mm1907_LatePaymentQuestion_DM: 'no' option, set final_intent=
> mm1910_LatePaymentMenu_DM: 'direct_deposit' option, set
final_intent=
> mm1910_LatePaymentMenu_DM: 'mail' option, set final_intent=
> mm2030_OtherQuestions_DM: 'yes'/Else condition, set
final_intent=
> mm2400_EarningsMenu_DM: 'earnings_statement' option, set
final_intent=transcription_7004
01/13/2012 5.4
Revisions as follows:
> mm0210_SFMainMenu_DM: assigned final_intent for citizenship_general option
> mm0600_BackoffMainMenu_DM: revised global 'agent' behavior to set
current_intent and final_intent variables prior to transfer
> mm0610_BackoffOtherOptionsMenu_DM: revised global 'agent' behavior to set
current_intent and final_intent variables prior to transfer
> mm0610_BackoffOtherOptionsMenu_DM: assigned current_intent and final_intent
for the 'something_else' option
01/18/2012 5.5
Revisions as follows:
T. Sheeder
> per CR 5160, in mm0545_TranscriptionKBA_DS, revised 'Else | Else' condition to '^
| Else (form_7004_delivery != false)' (i.e. current_task=transcription_7004 and
form_7004_delivery != false) and added new 'Else' condition
> added variable 'no_kba_info_needed' to keep track of whether any information
needed to be collected for purposes of prompting in ka0900
> in ka0100_ElementsCheck_DB, added condition 'Elseif no information needs to be
collected AND last two tasks were TK99 and TKCS, back-to-back and in that order'
> in ka0100_ElementsCheck_DB, revised 'Else (no information needs to be
collected)' condition to go to ka0900_CheckingInfoMsg_PP instead of return
> in ka0900_CheckingInfoMsg_PP, changed 'Else' condition to 'Elseif
no_kba_info_needed = false'
> in ka0900_CheckingInfoMsg_PP, added condition 'Else (no_kba_info_needed =
true)' with associated prompting
> in ka0910_QueryKB_DB, added action condition 'ALWAYS' and action 'Assign
no_kba_info_needed=false'
02/06/2012 5.6
Revised as follows:
> CR#5300: na0220_ConfirmationApology_PP - added logic and prompting to
represent current 'alternative' and 'maiden' name capture implementation (Say and
Spell, falls back to Spell only as opposed to Say and Spell, falls back to return)
> CR#5349: mm1905_Checks_DM - revised prompt mm1905_ini_09 to correct
incorrect date (June 25 for July 25)
> ad0140_FullAddress_DM: revised per dev instructions
03/01/2012 5.7
Revised as follows:
T. Sheeder
> CR5511: rb0410_SuccessMsg_PP, revised prompt rb0410_out_05
> mm3030_CallTransfer_CX, removed the condition 'If non_national_transfer=true'
altogether and changed the condition 'Else (non_national_transfer=false)' to 'Always.'
> ad0200_ConfirmFull_DM, added prompting for 'secondary address' (i.e. apartment,
unit, suite, etc)
03/05/2012 5.8
Revised as follows:
> added a variable (name_disconfirm_counter) to keep track of disconfirmations
> added logic in na0200_ConfirmName_DM to handle disconfirmations (1st goes to
say and spell, second to spell only, third out)
> there is no change requires for full name collection since it's never confirmed and
already backs of to the NameOSDM
> we WILL need 2 new prompts (na0200_out_02 and na0200_out_03) in
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na0200_ConfirmName_DM for transitional reasons, though these prompts could be
built out of existing prompts.
03/06/2012 5.9A
Revised as follows:
T. Sheeder
> ka0355_TNRSGetName_DM - corrected mistaken 'goto previous node' designation
in the action table
> na0110_PlayEntryPrompt_PP - corrected prompting variable values
> na0200_ConfirmName_DM - added condition 'ELSE IF name_collect_task=caller
AND tnrs_checked=true AND spelling_only=true'
> na0200_ConfirmName_DM - changed condition 'ELSE IF name_collect_task=caller
AND tnrs_checked=true' to 'ELSE IF name_collect_task=caller AND
tnrs_checked=true AND spelling_only=false'
03/08/2012 5.9B
Revised as follows:
> See above
> added 'name_collect_counter' to keep track of the number of name collection
attempts
> ka0340_GetCallerName_SD - revised logic to normalize name collection
> ka0355_TNRSGetName_DM - added logic to increment name_collect_counter
> ka0360_SetCallerNameRetryParameters_DS - added name_collect_counter
checks
> na0110_PlayEntryPrompt_PP - added logic to increment name_collect_counter
> na0200_ConfirmName_DM - revised logic to normalize name collection
03/09/2012 6.0
Revisions occasioned by usability as follows:
T. Sheeder
ID#1
> added 'ss_card_requested' variable to keep track of whether caller has requested a
social security card
> mm1430_SocialSecurityCardMenu_DM - set ss_card_requested' variable for
callers going to Field Office Locator
> mm1520_GetForm_DM - set ss_card_requested' variable for callers going to Field
Office Locator
> mm1600_SubmitForm_DM - set ss_card_requested' variable for callers going to
Field Office Locator
> fl0102_EvaluateZipCode_DB - added logic to bypass 'card needed' question if card
already requested
T. Sheeder
ID#2
> mm0210_SFMainMenu_DM - changed goto for 'payment_late' from
mm1905_Checks_DM to mm1910_LatePaymentMenu_DM
ID#3
> mm0210_SFMainMenu_DM - added 'social_security_application,'
'disability_application,' 'survivor_application.' 'retirement_application,' and
'ssi_application' grammar options (all of which map to the same target but which are
separated for purposed of confirmation)
> mm0210_SFMainMenu_DM - added 'social_security_application,'
'disability_application,' 'survivor_application.' 'retirement_application,' and
'ssi_application' Action logic and prompting
> mm0210_SFMainMenu_DM - added 'social_security_application,'
'disability_application,' 'survivor_application.' 'retirement_application,' and
'ssi_application' Confirmation prompts
ID#4
> mm0210_SFMainMenu_DM - added 'social_security_replacement_card' grammar
option
> mm0210_SFMainMenu_DM - added 'social_security_replacement_card' Action
logic and prompting
> mm0210_SFMainMenu_DM - added 'social_security_replacement_card'
Confirmation prompt
ID#5
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> ka0210_AttestationQuestion_DM - changed barge-in to OFF
> ka0270_PerjuryMessage_DM - changed barge-in to OFF
ID#8
> bv0210_BEVESuccess_PP - revised text of prompt bv0210_out_01 for clarity
ID#9
> mm0800_BenefitsApplicationMenu_DM -added 'prescription' grammar option
> mm0800_BenefitsApplicationMenu_DM - added ''prescription' Action logic and
prompting
> mm0800_BenefitsApplicationMenu_DM -added ''prescription' Confirmation prompt
ID#10
> mm0610_BackoffOtherOptionsMenu_DM - revised prompts mm0610_ini_01' and
mm0610_ree_01' to provide explicit 'go back' instruction
ID#11
> fl0115_PhysicalZipCode_DM - revised prompts fl0115_ini_01' and fl0115_ree_01'
for clarity
ID#12
> na0110_PlayEntryPrompt_PP - revised logic to route 'alternate' last name to
na0131_SayAndSpellLast_Alternate_DM
> na0130_SayAndSpellLast_DM - revised to remove 'alternate' last name collection
logic
> na0131_SayAndSpellLast_Alternate_DM - created alternate say and spell last
name state for alternate last name to allow 'none' ('i don't know') option
> na0200_ConfirmName_DM - revised logic to route 'alternate' last name to
na0131_SayAndSpellLast_Alternate_DM
ID#14
> tr0120_ConfirmAddress_DM - added developer note re: slowing down TTS address
read-back
ID#15
> na0200_ConfirmName_DM - added additional sample phrases for 'repeat' option to
ensure adequate coverage in context
> na0200_ConfirmName_DM - revised Recovery prompts to include name read-back
ID#20
> mm1910_LatePaymentMenu_DM - revised prompts to add pause prior to 'not sure'
instruction
ID#21
> tr0200_AskHowManyForms_DM - added additional sample phrases for xxx options
to ensure adequate coverage in context
03/14/2012 6.1
Revised as follows:
T. Sheeder
> ka0350_TNRS_DB - changed condition for Assign tnrs_checked = true to 'Always
> na0130_SayAndSpellLast_DM - restored 'alternate' name collection conditions
> na0130_SayAndSpellLast_DM - added 'alt_name_sayandspell' grammar to handle
the 'none' option (ONLY used during alternate name collection)
> na0131_SayAndSpellLast_Alternate_DM - DELETED (use
na0130_SayAndSpellLast_DM instead)
> na0110_PlayEntryPrompt_PP - revised Actions to route alternative name collection
to na0130_SayAndSpellLast_DM (instead of
na0131_SayAndSpellLast_Alternate_DM)
> na0200_ConfirmName_DM - revised Actions to route alternative name collection to
na0130_SayAndSpellLast_DM (instead of na0131_SayAndSpellLast_Alternate_DM)
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03/15/2012 6.2
Revised as follows:
T. Sheeder
> na0131_SayAndSpellLast_Alternate_DM - DELETED (identified as deleted in
previous version, but inadvertantly kept in the design)
> ka0810_GetLastPaymentAmount_DM - revised grammar (and added Developer
Note) to change the upper limit of the grammar range from $99,999 to $9,999
> ka0510_GetDOB_DM - added grammar and Developer notes specifying valid date
formats (MMDDYY 6-digit or MMDDYYYY 8-digit strings)
03/16/2012 6.3
Updated revisions occasioned by usability as follows:
ID#1
> fl0100_GetZipCode_DM - revised prompting to clarify references to 'physical'
address
> fl0115_PhysicalZipCode_DM - revised prompting to clarify references to 'physical'
address
T. Sheeder
ID#4
> mm0210_SFMainMenu_DM - revised sample expressions for
'replacement_general' option
> mm0210_SFMainMenu_DM - revised sample expressions for
'replacement_social_security_card' option
ID#15
> na0200_ConfirmName_DM - added 'spell it again' to sample expressions
Additional revisions as follows:
> ka0210_AttestationQuestion_DM - revised the OMB number associated with
'screen pop'
> ka0220_OMBNumber_PP - revised the OMB number associated with 'screen pop'
> dd0450_CollectAccountNumber_DM - added grammar and Developer's notes
specifying the format of the account number (4-17 digits)
03/22/2012 6.4
Additional changes fiollowing SSA review of usability changes, as follows:
> mm0210_SFMainMenu_DM - revised sample expressions for the
'social_security_card_general' option (to eliminate ambiguity vis-a-vis
'replacement_general' and 'social_security_replacement_card' options)
> ka0510_GetDOB_DM - added sample expressions to reflect range of date
structures accepted
T. Sheeder
03/29/2012 6.5
Revised as follows:
> mm0910_UpdatePersonalInfo_DM - revised initial, error, and confirmation
prompting (to add 'phone number' to the 'address' option) and revised the sample
phrases for the 'address' option accordingly
T. Sheeder
04/03/2012 6.6
Revised as follows:
T. Sheeder
> Updated the following play prompt states to indicate the barge-in should be turned
off: mm0100_WelcomeMsg_PP, mm0124_OfficeClosedMsg_PP,
mm0140_EmergencyMsg_PP, mm0140_EmergencyMsg_PP,
mm0160_WebsiteInfo_PP, mm0405_TaxesMsg_PP, mm0540_BestTimeMsg_PP,
mm1310_BothCardsMsg_PP, mm1400_SSReplacementMsg_PP,
mm1410_SSNewMsg_PP, mm1420_SSUpdateMsg_PP, mm1920_DepositMsg_PP,
mm1930_MailMsg_PP, mm2050_FutureBenefitsBudgetaryMsg_PP,
ad0230_ExitFailurePrompts_PP, ad0240_ExitSuccessPrompts_PP,
bv0210_BEVESuccess_PP, bv0220_TransactionEnd_PP, ca0200_IntroMsg_PP,
cs0220_ClaimStatusMsg_PP, dd0200_IntroMsg_PP,
fl0140_ZipFailedFirstTimeMsg_PP, fl0150_NoFOMsg_PP,
ka0200_PreAttestationMsg_PP, ka0220_OMBNumber_PP,
ka0820_CantProceedMsg_PP, ka0830_ScreenPopSplashReturn_PP,
ka0900_CheckingInfoMsg_PP, ka0920_SuccessMsg_PP, ka0930_FailureMsg_PP,
ka0940_AccountBlockedMsg_PP, mr0210_MRCSuccess_PP,
mr0220_TransactionEnd_PP, na0210_ExitSuccessPrompts_PP,
na0220_ConfirmationApology_PP, rb0410_SuccessMsg_PP,
tr0105_PlayTransIntro_PP, tr0220_SuccessMsg_PP, tr0240_FailureMsg_PP, and
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tr0550_ConcludeChoices_PP
> Updated the following dialog module states to indicate that barge-in should be
turned off: ka0210_AttestationQuestion_DM (already off),
ka0270_PerjuryMessage_DM (already off)
> ad0120_ZipLookup_DB: DELETED
> ad0130_ZipLookupErrorPrompt_PP: DELETED
> ad0110_zipcode_DM: changed transition (from ad0120_ZipLookup_DB to
ad0140_FullAddress_DM)
> na0210_ExitSuccessPrompts_PP: aded missing transition (return)
04/08/2012 6.7
Revised as follows:
> mm0140_EmergencyMsg_PP: added note that barge-in is disabled
T. Sheeder
04/09/2012 6.8
Revised as follows:
T. Sheeder
> tr0105_PlayTransIntro_PP: set barge-in to OFF
> mm3000_ABRStatus_DS: for condition Elseif abr=2 (screen_pop)If
office_hours=true' changed transition from mm3002_PingHost_DB to
mm3005_KBAuthentication_SD
> per CR#5782 - mm0210_SFMainMenu_DM: for social_security_replacement_card'
option, assigned 'card_action = replacement'
> mm0210_SFMainMenu_DM: updated sample phrases for
social_security_replacement_card and social_security_application
04/12/2012 6.9
Revised as follows:
T. Sheeder
> mm0210_SFMainMenu_DM: revised sample phrases for
'social_security_application'
> mm0210_SFMainMenu_DM: revised sample phrases for
'social_security_replacement_card'
> mm0210_SFMainMenu_DM: revised sample phrases for 'cards_general'
> mm0210_SFMainMenu_DM: revised sample phrases for
'social_security_card_general'
> mm0210_SFMainMenu_DM: revised sample phrases for 'benefits_application'
> mm0210_SFMainMenu_DM: revised sample phrases for
'supplemental_security_income'
> mm0210_SFMainMenu_DM: revised sample phrases for 'ssi_application'
05/03/2012 7.0
Revised as follows:
T. Sheeder
Added TNRS lookup to 'alternative' name flow (in the event that tnrs_checked=false
AND nomatch1 in alternative name collection)
> ka0430_GetAlternativeName_SD: revised logic to incorporate TNRS check
> ka0440_TNRSAlt_DB: ADDED
> ka0450_SetAlternativeNameRetryParameters_DS: ADDED
> ka0460_GetAlternativeNameRetry_SD: ADDED
Removed references to 'TKWR'
> na0120_SayAndSpellFirst_DM: removed inapplicable conditions
> na0130_SayAndSpellLast_DM: revised description, action conditions, and recovery
behavior
> na0150_SpellLast_DM: revised description and recovery behavior
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> na0200_ConfirmName_DM: revised prompt and recovery behavior conditions
> name_collect_task variable: removed 'tkwr' value
Claim Status backend
> cs0200_ClaimsRetrieval_DB: grayed out '0 claims' condition and added developer's
note because condition not currently reachable
> cs0260_NoStatusEnd_DM: grayed out and added developer's note because state
not currently reachable
Name OSDM
> na0200_ConfirmName_DM: added variable assignment
'collectname_spellingonly=true' to recovery behaviors and, for 'yes' action, added
variable assignment 'name_disconfirm_counter=0'
> na0220_ConfirmationApology_PP: removed "collectname_spellingonly ='TRUE'"
conditions (impossible); added missing 'return' for 'ELSE' condition
05/08/2012 7.1
Revised as follows:
T. Sheeder
> revised transitional prompting to include reference to hanging up if finished. The
following prompts have been changed:
mm1510_out_02, mm1512_out_02, mm1515_out_02, mm1517_out_02,
mm1519_out_02, mm1530_out_02, mm1600_out_02, mm1770_out_01,
mm1810_out_01, and mm1907_out_01
NOTE: all of the prompts cited above have identical verbiage and can be created by
combining the existing mm1510_out_02 prompt with existing prompt bv0220_out_01
(i.e. they do not need to be recorded)
> ADDED transitional prompts to two states: mm0320_FieldOfficeLocator_SD
(mm0320_out_02) and mm0530_BenefitsStatement_SD (mm0530_out_01)
NOTE: both of the prompts cited above have identical verbiage and can be created
by simply copying existing prompt bv0220_out_01 (i.e. they do not need to be
recorded)
05/10/2012 7.2
Revised as follows:
T. Sheeder
> revised transitional prompts mm1510_out_02, 1515_out_02, and 1517_out_02 from
"All right. Now, if you're finished, feel free to hang up. Otherwise..." to "All right. Feel
free to hang up. Or..." to improve flow
05/11/2012 7.3
Revised as follows:
T. Sheeder
> na0130_SayAndSpellLast_DM: changed condition for nomatch 2 from 'Else' to
'Always'
> na0130_SayAndSpellLast_DM: changed noinput 2 condition from 'If
tnrs_checked=false AND name_collect_task=caller' to 'If tnrs_checked=false AND
name_collect_task=caller OR alternative'
> na0200_ConfirmName_DM: changed condition 'no | IF name_collect_task=caller
AND tnrs_checked=false' to 'no | IF name_collect_task=caller OR alternative AND
tnrs_checked=false'
05/18/2012 7.4
Usability recommendation for re-mapping the Spanish DTMF option from DTMF* to
DTMF7. Revised as follows:
John Ou
> Modified prompts and Grammars in mm0110_LanguageSelection_DM,
mm0120_RecordingMsg_DM, mm0210_SFMainMenu_DM,
mm0600_BackoffMainMenu_DM to change the Spanish DTMF option to DTMF7.
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Also deleted Spanish from the grammars in mm0610_BackoffOtherOptionsMenu_DM
08/20/2012 7.5
Added additional holiday and emergency messaging - updates in green:
Brook
Mittelstedter
> created new variable: css
> mm0124_OfficeClosedMsg_PP: updated conditions and added new prompts
mm0124_out_02 and mm0124_out_08
> mm1905_Checks_DM: updated check dates - prompts: mm1905_ini_03 mm1905_ini_14
08/29/2012 7.6
Added additional holiday and emergency messaging - updates in green:
Brook
Mittelstedter
> mm3020_ProcessTransfer_DS: updated conditions to add holiday and emergency
messaging; new prompts mm3020_out_11 through mm3020_out_14
09/18/2012 7.7
Removed previous highlights. Updates in purple for FOL:
Brook
Mittelstedter
> fl0120_OfficeLocationInfo_DM: added dev note; updated condition for prompt
fl0120_ini_10 to add 'AND isPhaseII = false'
> added new variable: isPhaseIIOffice
> fl0135_FindFOFromZip_DB: updated success transition to go to fl0137 instead of
fl0120
05/14/2013 7.8
Revisions for DD CR in green:
Brook
> mm0325_DirectDepositKBA_DS: updated name to be
Mittelstedter
mm0325_IsDirectDepositEnabled_DS
> direct_deposit_active: new variable
> mm0325_IsDirectDepositEnabled_DS: Repurposed state; updated description and
conditions
06/12/2013 7.9
Added updates for ACA and My SSA CRs. All changes highlighted in yellow.
Joaquín Rueda
ACA CR:
- mm0040: Added new DB to set initial call properties values.
- mm0120: Modified transition to check for upfront emergency broadcast messages.
- mm0122: Modified handling to check for business hours right before reaching the
NLU.
- mm0124: Modified handling to playback after hours info right before reaching the
NLU.
- mm0140: Modified transition to reach the new ACA logic.
- mm0160: Modified transition to reach the new ACA logic.
- mm0170: Added new decision state.
- mm0171: Added new menu to offer information about health insurance.
- mm0172: Added new PP to provide ACA information.
- mm0173: Added new wrap menu for ACA updates.
My SSA CR:
- mm0180: Added new decision state.
- mm0181: Added new menu to offer My SS Helpdesk.
- mm0182: Added new decision state.
- mm0183: Added new PP for My SS Helpdesk after hours.
- mm0184: Added new wrap menu for My SS Helpdesk updates.
NLU
- mm0210: Added aca_info and myssa_helpdesk caller intents and handling.
Housekeeping
- mm0540: Highlighted in gray to denote it is currently not reachable.
06/21/2013 7.9.1
Nuance Communications
Generated prompt names for new states mm0171, mm0172, mm0173, mm0181,
mm0183, mm0184, and new prompts at mm0210.
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07/10/2020
Fixed defects reported by Vivian Chiu:
Joaquín Rueda
- tr0105: Updated prompt tr0105_out_01.
- Removed silence prompts and set timeout to 3 seconds instead at mm0171,
mm0173, and mm0181.
- mm0184: Removed unnecessary silence prompt.
06/26/2013 7.10.1
Added 'continue' as a hidden option in states mm0171, mm0173, and mm0181.
Joaquín Rueda
06/28/2013 7.11
Correction in purple:
> mm3020_ProcessTransfer_DS: updated condition for mm3020_out_07 and
following prompts to be 'if office_hours = false'
Brook
Mittelstedter
07/11/2013 7.12
Prompt correction and COA revision in turquoise:
> rb0410_SuccessMsg_PP: updated prompt veriage for rb0410_out_04 and
rb0410_out_05
> coa_active: new variable
> mm0305_ChangeOfAddressKBA_DS: updated name to be
mm0305_IsChangeOfAddressEnabled_DS; re-purposed state; updated description
and conditions
Brook
Mittelstedter
07/12/2013 7.13
Revision for COA restriction in turquoise:
> mm0040_GetCallProperties_DB: added return 'coa_active'
Brook
Mittelstedter
07/26/2013 7.14
Revisions for cFOLO CR in orange:
Brook
> fl0100_GetZipCode_DM: updated action transition for option
Mittelstedter
> fl0102_FindCCFromZip_DB: NEW STATE
> fl0115_PhysicalZipCode_DM: DELETED
> fl0102_EvaluateZipCode_DB: DELETED
> fl0105_CardCenterNeededQuestion_DM: updated action conditions for 'yes' option;
deleted assignment for 'no' option card_center = undefined'
> fl0125_CardCenterInfo_DM: deleted brooklyn and queens card center logic conditions and corresponding prompts
07/26/2013 7.15
Revisions for cFOLO CR:
> fl0100_GetZipCode_DM: removed prompt fl0100_ini_03
> fl0125_CardCenterInfo_DM: Removed second hours playback prompts
Brook
Mittelstedter
08/19/2013 7.2
> Cleaned up and removed existing highlighting
> mm0210_SFMainMenu_DM: updated aca_info sample phrase
Brook
Mittelstedter
08/23/2013 7.3
ABR revisions in yellow:
Brook
> mm3000_ABRStatus_DS: added condition for abr=5
Mittelstedter
> mm3020_ProcessTransfer_DS: added prompt mm3020_out_15 and corresponding
condition
> mm3040_EndCall_CT: NEW STATE
09/09/2013 7.4
Updated mm0182_MySSAfterHoursCheck_DS; added 2 new conditions and prompts; Margot Perry
If abr=1 (no agents) and Elseif (abr=5).
11/20/2013 7.5
Updated state mm0910 and mm1110; changed "final_intent =change_address" to
"final_intent =change_of_address". Updated state mm1710, changed "final_intent
=card_medicare" to "final_intent =medicare_replacement_card". Updated states
mm0210 and mm0600, and added assignments for "current_intent =spanish" and
"final_intent =spanish" for the "Spanish" options.
02/05/2014 7.6
* Cleaned up and removed existing highlighting.
Margot Perry
> mm0172_ACAMsg_PP for both English and Spanish: updated sample phrase and
prompt mm0172__out_01 with new verbiage "Need health insurance? Beginning
January, more Americans have coverage that fits their needs and budget – are you
one of them? The Health Insurance Marketplace is your online resource to research
and sign up for the best plan for you. Visit healthcare.gov or call 1-800-318-2596 to
learn more." (Changes highlighted in blue.)
04/10/2014 7.7
* CR 218 – New ACA message
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Margot Perry
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> Updated mm0172_ACAMsg_PP for both English and Spanish: updated sample
phrase and prompt mm0172__out_01 with new verbiage "Need health insurance?
2015 open enrollment at the Health Insurance Marketplace will begin for everyone on
November 15, 2014 and run through February 15, 2015. You might still be able to
enroll now if you've lost your health coverage, had another qualifying life event, or a
special situation that kept you from enrolling. Visit Healthcare.gov or call the
Marketplace at 1-800-318-2596 to learn more." (Changes highlighted in blue.)
05/15/2014 7.8
*CR 221 – SPT QBR Updates:
>Updated state cs0120_ConfirmationNumber_DM:
>Created new 'More Information' prompt with instructions on where to find
confirmation #.
>Updated initial prompt verbiage, offering 'More Information' option.
>Moved 'don't have' option down into 2nd error recovery prompts.
>Changed dtmf options for 'don't have' from dtmf 1 to 2. 'More information' is now
dtmf 1.
>Updated error recovery prompts, grammars, and actions accordingly. (Changes
highlighted in pink.)
05/19/2014 7.9
*CR 203 - My SSA Updates:
Margot Perry
>Updated state mm0182_MySSAfterHoursCheck_DS; updated 3rd condition for If
office_hours=true mapped to MySSA Open Close Matrix to determine when to play
Open message only.
>Updated mm0183_MySSOfficeClosedMsg_PP, added new conditions mapped to
MySSA Open Close Matrix to determine when to play, Closed, Holiday, Emergency
and new No Agents Logged On messages. Only one new prompt mm0183_out_04 –
"You've reached the MySocialSecurity Help Desk. We're sorry, but due to
administrative reasons we are currently closed. If you need to speak with someone,
please call back during our regular office hours - Monday through Friday from 7 am to
midnight." (Changes highlighted in green.)
05/20/2014 8.0
*CR 224 - SSA GOV Website:
>Updated transition in state mm0140_EmergencyMsg_PP to go to
mm0160_WebsiteInfo_PP, instead of mm0170_ACAEnabled_DS. (Changes
highlighted in yellow.)
Margot Perry
06/03/2014 8.1
Added dev note to mm0140 per Lisa Tomlinson: All callers will hear the SSA.gov
website info (mm0160), regardless of whether any broadcast/emergency messages
are played to the caller.
Margot Perry
07/08/2014 8.2
*CR 246 - Updated all Check Delivery Dates in state mm1905_Checks_DM.
Margot Perry
09/25/2014 8.3
*CR 255 – Created new state, mm1902_Checks_DB to determine what the next
Margot Perry
check delivery dates are based on the current date (today's date). Updated conditions
and verbiage in state mm1905_Checks_DM to play dynamically based on the current
date.
09/30/2014 8.4
Renamed all NEW prompts in state mm1905_Checks_DM, so there is no overlap.
10/07/2014 8.5
*CR 241 - Tagging Guide updates.
Margot Perry
>Updated state mm0210_SFMainMenu_DM; Mapped health insurance to aca_info,
created new application tag benefits_other and mapped semantic tags and utterances
from the tagging guide accordingly. Also created a new transitional prompt
mm0210_out_90 for new tag. New tag will transfer caller to agent. Mapped new
semantic tags BenefitsSpouse and BenefitsDependent to existing application tag
benefits_general. Added new semantic tag BenefitsStatus and mapped to the existing
application tag claims_status_general.
>Updated initial (randomly played) prompts mm0210_ini_04, mm0210_ini_05 and
mm0210_ini_06 in state mm0210_SFMainMenu_DM to include an audio icon to notify
callers that they are at the main menu.
>Updated verbiage in prompt mm0210_out_09 for callers that give vague or general
response to prepare them for the backoff menu.
10/10/2014 8.6
>Updated verbiage in prompt mm1110_ini_01 in state
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mm1110_UpdatePersonalInfo_DM to make "something else" a more attractive option.
Added 'Both' as new option. Updated grammars, confirmation and error recovery
prompts.
>Disabled barge-in in state mm0171_ACAMainMenu_DM.
10/13/2014 8.7
>Updated prompts ka0210_ini_01, ka0210_ini_08, ka0220_out_01, and
ka0220_out_08 per CR 252.
10/30/2014 8.8
*CR 240 - SPT QBR Updates.
Margot Perry
>Updated verbiage for prompts ka0225_ini_01 and ka0225_out_04 in state
ka0225_WhichActDetails_DM.
>Changed state ka0230_PrivacyActDetails_DM to DTMF only. Command grammars
for start over and main menu no longer apply. Updated DTMF option for skip_it to
include both the star (*) key and the 1 key. Updated verbiage for prompts
ka0230_ini_01 and ka0230_nm1_01.
>Changed state ka0240_PaperworkActDetails_DM to DTMF only. Command
grammars for start over and main menu no longer apply. Updated DTMF option for
skip_it to include both the star (*) key and the 1 key. Updated verbiage for prompts
ka0240_ini_01 and ka0240_nm1_01.
>Updated verbiage for prompt ka0250_ini_02 in state ka0250_PrivacyEndMenu_DM.
>Update verbiage for prompts ka0410_ini_01 and ka0410_nm1_01 in state
ka0410_AltNameQuestion_DM.
>Updated example name in all prompts in state na0130_SayAndSpellLast_DM.
>Updated verbiage for prompt na0200_ini_26 in state na0200_ConfirmName_DM.
>Updated verbiage for prompt ka0310_ini_01 in state ka0310_GetSSN_DM.
11/03/2014 8.9
>Updated verbiage for prompt ka0310_ini_01 and ka0310_ini_02 in state
ka0310_GetSSN_DM to both include "one digit at a time."
>Turned off confirmation in states ka0230_PrivacyActDetails_DM and
ka0240_PaperworkActDetails_DM since DTMF input is never confirmed.
Margot Perry
12/12/2014 9.0
>Updated verbiage for prompt mm0172_out_01 for new ACA Message per CR 296.
Margot Perry
02/18/2015 9.1
*CR 311
Margot Perry
>Created new play prompt state, rb0100_MySSAWebsite_PP, to encourage callers to
use the MySSA website to request their 1099/1042 statements.
>Turned barge-in off for this play prompt state.
04/22/2015 9.2
*Updated the Privacy Statement Act
Updated verbiage in prompts ka0230_ini_07 and ka0230_ini_13. Deleted prompts
ka0230_ini_07 and ka0230_ini_09 as they no longer apply.
Margot Perry
04/30/2015 9.3
*CR 284
>Reduced length of silence prompts in states fl0120_OfficeLocationInfo_DM and
fl0125_CardCenterInfo_DM.
>Added "please say yes or no" to prompt mm2000_ini_01.
Margot Perry
05/04/2015 9.4
*CR 284 - added the following dev notes:
Margot Perry
>mm0440_DisabilityDisambig_DM - Added two synonyms for option 1 "Apply" and
"Apply for benefits" and have confirmation set to ALWAYS: "yes" and "okay"
>mm1100_SocialSecurityCardsMenu_DM - Added four synonyms for option 1
replacement_card and have confirmation set to ALWAYS: [a] social security card,
duplicate, yes, and new card.
>mm1300_WhichCard_DM - Added two synonyms for option 1 for social_security and
have confirmation set to ALWAYS: "yes" and "yeah"
05/06/2015 9.5
*CR 284
Margot Perry
>Added "award letter" to grammar as a hidden option not voiced in the prompt, with
the same action as "something else". Created a confirmation prompt for award_letter,
mm2010_cnf_ini_04.
>Added 'None of those' as a spoken option for prompt mm2400_ini_03. "Which would
you like - your '1099' benefits statement, your 'EARNINGS Statement,' a 'Proof of
Income' letter or, say 'None of those'."
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05/14/2015 9.6
*CR 324
Margot Perry
>Created new informational play prompt state, mm0555_MRCMySSAWebsite_PP, to
encourage callers to use the MySSA website to request their Medicare Replacement
card (MRC).
>Turned barge-in off for this play prompt state.
>Updated the entry point into the MRC flow for the following 3 states:
mm0210_SFMainMenu_DM, mm1105_MedicareCardsMenu_DM, and
mm1710_ReplacementCardQuestion_DM. Callers now go to new state
mm0555_MRCMySSAWebsite_PP first and then go to mm0560_MRCKBA_DS.
09/04/2015 9.7
*CR 332 - Dynamic Messaging Enhancements
Margot Perry
>Added new state mm0302_COLAMsg_PP to play back the pre-recorded cost of
living adjustment message dynamically, with and without Medicare Premium amount.
> Created new decision state mm0300_GetCOLABroadcast_DS to see if information
related to the cost of living adjustment is available.
>Added dynamic variables for mm0302_COLAMsg_PP to
mm0040_GetCallProperties_DB.
>Updated state mm0405_TaxesMsg_PP and added prompting and dynamic variables
for the Tax Broadcast Message to be played back to caller, which was previously a
single prompt that played after mm0405_TaxesMsg_PP.
>Created new decision state mm0400_GetTaxesBroadcast_DS to determine if
information related to the tax informational is available.
>Added dynamic variables for mm0405_TaxesMsg_PP to
mm0040_GetCallProperties_DB.
>Created new decision state mm1755_CheckDrugEligibility_DS to determine if the
eligibility amounts for help with prescription drug costs are available.
>Updated transition in mm1750_AskPartD_DM for Yes; goto new state
mm1755_CheckDrugEligibility_DS first instead of mm1760_HelpWithDrugCosts_DM.
>Updated conditions in state mm1760_HelpWithDrugCosts_DM to play amounts
dynamically for single and couples.
>Added dynamic variables for mm1760_HelpWithDrugCosts_DM to
mm0040_GetCallProperties_DB.
>Created new decision state mm1902_CheckDeliveryDates_DS to determine what
the next check delivery dates are based on the current date (today's date) if available.
>Updated transition in state mm1900_ReceivingBenefits_DM to point to new decision
state mm1902_CheckDeliveryDates_DS.
>Added dynamic variables for mm1905_Checks_DM to
mm0040_GetCallProperties_DB.
09/08/2015 9.8
Updated variable names for Tax Broadcast.
Margot Perry
09/28/2015 9.9
Rolled back updates made for CR 349.
Margot Perry
10/06/2015 9.10
*CR 332 - Updated dynamic prompts for percentage in mm0405_TaxesMsg_PP.
Margot Perry
10/29/2015 9.11
*CR 364 - Updated mm0172_ACAMsg_PP with new 2016 ACA Message.
Margot Perry
10/30/2015 9.12
*CR 365 - Created new db state mm0300_GetCOLABroadcast_DB to retrieve
Margot Perry
information related to the cost of living adjustment broadcast message. If COLA
broadcast available go to new play prompt state mm0304_COLABroadcastMsg_PP.
Else, go to mm0301_GetCOLABroadcast_DS to see if dynamic messaging should be
played. If COLA information is available go to mm0302_COLAMsg_PP. Else, transfer
caller to operator.
>Updated transition for 'Yes' response in mm0303_AskRepeatCola_DM to go back to
mm0300_GetCOLABroadcast_DB.
Created new db state mm0400_GetTaxesBroadcast_DB to retrieve tax broadcast
message. If tax broadcast available go to new play prompt state
mm0404_TaxBroadcastMsg_PP. Else, go to mm0401_GetTaxesBroadcast_DS to
see if dynamic messaging should be played. If tax information is available go to
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mm0405_TaxesMsg_PP. Else, transfer caller to operator.
>Updated transition for 'Yes' response in mm0410_AskRepeatTaxes_DM to go back
to mm0400_GetTaxesBroadcast_DB.
>Updated the transition for 'COLA' in state mm0210_SFMainMenu_DM to point to
mm0300_GetCOLABroadcast_DB.
>Updated the transition for 'taxes' in state mm0210_SFMainMenu_DM to point to
mm0400_GetTaxesBroadcast_DB.
11/02/2015 9.13
>Updated the prompts in mm0405_TaxBroadcastMsg_PP to mimic what was there
prior to CR 332, including prompt names.
Margot Perry
11/06/2015 9.14
>Updated the name of the COLA Broadcast message prompt.
>Updated the name of the Tax Broadcast message prompt.
Margot Perry
11/16/2015 9.15
>Updated state mm0405_TaxBroadcastMsg_PP and deleted prompts
mm0405_out_01 and mm0405_out_05. Now only the single, static tax broadcast
message will play.
Margot Perry
12/11/2015 9.16
*CR 349 - Direct Deposit Messaging
Margot Perry
>Created new play prompt state, mm0323_DirectDepositMsg_PP, to play new direct
deposit information to all callers.
>Updated the transitions in the following states to point to the new play prompt state,
if the caller selects 'Direct Deposit': mm0210_SFMainMenu_DM,
mm0700_Benefits_DM, mm0910_UpdatePersonalInfo_DM,
mm0610_BackoffOtherOptionsMenu_DM.
>New play prompt will then goto mm0325_IsDirectDepositEnabled_DS to determine if
direct deposit is enabled.
08/25/2016 9.17
*CR 401 - Added new informational message, prompt mm1400_out_02, for iSSNRC
to N8NN IVR call flow.
Margot Perry
09/16/2016 9.18
Updated state mm0545_TranscriptionKBA_DS and added a dev note:
Form_7004_delivery is set to false in the current IVR configuration
Margot Perry
10/03/2016 9.19
Updated mm0172_ACAMsg_PP with new 2017 ACA Message.
Margot Perry
04/26/2017 9.20
*CR 442 - Created a new play prompt state called mm0503_BEVEMsg_PP to play
new online advertising option for Benefits Verification (BEVE) message.
Updated transition in mm0500_BEVEKBA_DS to goto new state. New state then
goes to mm0505_BEVE_SD.
Margot Perry
04/27/2017 9.21
Turned Barge-In off in state mm0503_BEVEMsg_PP
Margot Perry
06/08/2017 9.22
>Release previous highlights.
Margot Perry
>Updated prompt bv0210_out_01 per CR 446. This change request is to modify the
message played to the caller regarding the mailing time of the proof of Income letter
when the Proof of Income option is selected under BEVE in the IVR. Current
message played to English callers state that they will receive their proof of income
letter within two weeks and the new message will change the mailing time duration to
7 days.
07/13/2017 9.23
*CR420 - Created a new play prompt state, mm0518_ClaimsMsg_PP, to play the new Margot Perry
advertising message informing callers about the new online claims status application
behind the MySocialSecurity portal.
>Updated the transition in state mm0515_ApplicationStatusKBA_DS to point to new
play prompt state, prior to hitting state mm0520_ApplicationStatus_SD.
06/22/2018 9.24
Added new event.system.error condition and prompt tech_diff to global error recovery Margot Perry
behavior for documentation purposes.
02/28/2019 9.25
*CR 516 - Added the following new prompt mm0518_out_02 - "To obtain a status of Margot Perry
your claim, you will need the 8-digit confirmation number provided when you applied
for benefits. If you do not have that information handy, please hang up and call us
back once you do." to state mm0518_ClaimsMsg_PP.
09/18/2019 9.26
*CR 541 - Callers requesting a change of address (COA) or direct deposit (DD) will
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be routed out to special agent training skill group.
* Created new play prompt state mm0306_ChangeOfAddressMsg_PP for change of
address to inform caller that they MUST have their old and new address information
available. Similar flow to direct deposit.
* Created new dialog module mm0327_ExpressCallService_DM to determine if caller
wants to update both COA and DD.
* Create new dialog module mm0329_AnythingElse_DM.
to determine if caller needs help with anything else in addition to COA and DD.
* Created new variable isSkillTransfer with default to true. If caller ONLY needs to
update change of address and/or direct deposit, set variable to true. If caller needs
help with anything else in addition to COA and DD, they will be transferred to the
main N8NN agent queue.
09/27/2019 9.27
Updated some of the prompt verbiage in the error handling for states
Margot Perry
mm0327_ExpressCallService_DM and mm0329_AnythingElse_DM.
Updated the actions for state mm0327_ExpressCallService_DM so that there are only
2 transitions; one for yes and one for no.
11/04/2019 9.28
Updated the transition for the first condition in state
mm0305_IsChangeOfAddressEnabled_DS from mm3000 to mm0306.
Margot Perry
Updated the transition for the first condition in state
mm0325_IsDirectDepositEnabled_DS from mm3000 to mm0327.
Flip-flopped the exit prompts that are played in state
mm0327_ExpressCallService_DM.
Updated verbiage for prompts mm0327_nm2_01 and mm0327_ni1_01 so that all
references to address use "change" and references to direct deposit use "update".
11/18/2019 9.29
*CR 551 - Remove confirmation number from the Telephone Knowledge-Based
Claims Status (TKCS) call flow.
Margot Perry
*mm0518_ClaimsMsg_PP - deleted prompt mm0518_out_02 where confirmation
number is mentioned.
*cs0120_ConfirmationNumber_DM - deleted state, as it is no longer needed.
* cs0200_ClaimsRetrieval_DB - deleted references to confirmation number from
prompts and added new exit prompt for when just one claim is returned. Also
replaced confNumber with ssn on Inputs tab.
*cs0210_WhichClaim_DM - deleted references to confirmation number from all
prompts.
*cs0240_OneClaimEnd_DM – - deleted references to confirmation number.
*cs0250_MultiClaimEnd_DM - deleted references to confirmation number from all
prompts and renumbered options.
*cs0260_NoStatusEnd_DM - deleted references to confirmation number for all
prompts and renumbered options. Also updated description of state, as callers where
0 claims were returned by the backend would come here.
*cs0270_MultiLastClaimEnd_DM - deleted references to confirmation number from all
prompts and renumbered options.
* Updated transitions that enter state cs0120 as state was deleted:
- cs0110_KBAuthentication_SD – updated transition for If
kba_transaction_status=success to go to state cs0200_ClaimsRetrieval_DB instead
of cs0120_ConfirmationNumber_DM.
- cs0240_OneClaimEnd_DM – deleted condition and transition back to
cs0120_ConfirmationNumber_DM.
- cs0250_MultiClaimEnd_DM - deleted condition and transition back to
cs0120_ConfirmationNumber_DM.
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-cs0260_NoStatusEnd_DM - deleted condition and transition back to
cs0120_ConfirmationNumber_DM.
-cs0270_MultiLastClaimEnd_DM - deleted condition and transition back to
cs0120_ConfirmationNumber_DM.
12/04/2019 9.30
*CR 551 - Removed confirmation number from the Telephone Knowledge-Based
Claims Status (TKCS) call flow.
Margot Perry
*cs0200_ClaimsRetrieval_DB - Updated the Else (0 claims) condition and added a
second level condition to check office hours. Also set prompt cs0200_out_01 to
Always play.
*cs0230_RepeatStatus_DM - Updated the If num_claims = 1 condition and added a
second level condition to check office hours. Also set prompt cs0230_out_02 to
Always play.
*cs0240_OneClaimEnd_DM - Deleted prompts and logic that checks office hours.
Created new intial prompt and set to Always play prompt cs0240_ini_03. Also
updated error recovery to remove logic that checks office hours. Cleaned up prompts
accordingly.
*cs0260_NoStatusEnd_DM - Deleted prompts and logic that checks office hours.
Created new intial prompt and set to Always play prompt cs0260_ini_03.
12/05/2019 9.31
*CR 551 - Removed confirmation number from the Telephone Knowledge-Based
Claims Status (TKCS) call flow.
Margot Perry
*cs0120_ConfirmationNumber_DM - Struck through ni3/nm3 as this state has been
deleted.
*cs0110_KBAuthentication_SD - Updated transition for If
kba_transaction_status=success condition and changed from cs0120 to cs0200.
*cs0200_ClaimsRetrieval_DB - cleaned up conditions/logic
12/06/2019 9.32
*CR 551 - Removed confirmation number from the Telephone Knowledge-Based
Claims Status (TKCS) call flow.
Margot Perry
*cs0220_ClaimStatusMsg_PP - Updated the verbiage for prompt cs0220_out_92 per
email from Rebecca at SSA. New prompt says "A decision has NOT been made on
your claim. If you have any further questions, please contact your local Field Office."
01/23/2020 9.33
*CR 565 - Updated claims status prompt in cs0220_ClaimStatusMsg_PP. New
verbiage is as follows:
Margot Perry
*cs0220_out_92 - "A decision has not been made on your claim. Once a decision
has been made, you will 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."
03/12/2020 9.34
*CR580
-Created new states bv0140_SubmitBEVERequest_DB,
bv0145_PlayNeedAddress_PP, bv0150_AddressCollection_SD
Debbie Ou
-Removed benefits_verification from condition in ka0900_out_03
-Changed transition for prompt mm0210_out_73
-Added condition to delay beve verification success message in
ka0920_SuccessMsg_PP
-Added prompts: bv0140_out_01, bv0140_out_02, bv0140_out_03, bv0150_out_01
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-Removed "Then" from prompt ad0110_ini_01 so it now reads:
"Please tell me the 5-digit zip code for the new address now."
03/20/2020 9.35
*CR580
-Update to prompt bv0150_out_01 so it now reads: "Please hold on while I submit
that"
Debbie Ou
03/23/2020 9.36
*CR580
Debbie Ou
-Update to prompt bv0145_out_01 so it now reads: "To send you a letter, I need your
address".
03/23/2020 9.37
*CR580
-Updated description of BenefitsVerification dialog to reflect the fact that callers not
receiving benefits may request a proof of income letter.
Debbie Ou
06/22/2020 9.38
*CR596 (Highlights in green)
Debbie Ou
NEW STATES ka0720_POBCityNull_DS, ka0730_GetPOBCity_DM,
ka0915_PlayLastAccessDate_PP, ca0315_ConfirmChangeAllRecords_DM,
ca0350_ConfirmIfResidentAddress_DM, ca0340_CheckWhichAddress_DS
ca0230_NotEligible_DM:
-Updated initial and recovery prompt verbiage
-Removed more_information option from grammar and actions
-Removed confirmation prompt for more_information
ca0260_CallingAboutSelf_DM:
-Updated prompt verbiage for ca0260_out_01
ca0300_KBAuthentication_SD
-Added new actions for new status codes corresponding to coa_pending_changes,
coa_no_benefits, success_multiple_address
-Combined actions for account_blocked, arrestation_declined, and coa_not_eligible
ca0310_TypeOfChange_DM:
-Added handling for if caller has multiple addresses on file, goes to new state ca0315
to confirm address change
-Updated prompt ca0310_out_02.
ca0440_SendAddressPhone_DB
-Added new status codes to outputs
-Added isResidentAddress, new address, and current address to inputs
ka0100_ElementsCheck_DB:
-Added output ka_collectPlaceOfBirthCity
ka0700_POBNull_DS:
-Updated transitions to go to new state ka0720_POBCityNull_DS
ka0710_GetPlaceOfBirth_DM
-Changed transition to go to new state ka0720.
ka0910_QueryKB_DB:
-Added new status codes 2000 - 2003 to returns
-Added actions for new status codes
ad0110_zipcode_DM
-Added prompting and logic for COA new and current address collection
-Updated existing prompt for other address collection flows to specify new address
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ad0140_FullAddress_DM
-Updated prompt verbiage for ad0140_ini_01 (previously named ad0140_ree_02),
ad0140_ree_01, and recovery behavior
ad0160_BranchConfirmOrNot_DS:
-Added logic so new address COA flow goes to new state ad0205 and other tasks go
to new state ad0215.
ad0240_ExitSuccessPrompts_PP
-Added silence prompt and return for COA callers
07/06/2020 9.39
*CR596 (Highlights in green)
mm0310_ChangeOfAddress_SD:
-Added handling for coa_transaction_status=effective_later
Debbie Ou
ca0260_CallingAboutSelf_DM
-Updated transition to go to ca0270_COAEffectiveASAP_DM
-Updated prompt verbiage in ca0260_ini_01
ca0430_COAEffectiveASAP_DM:
-Updated numbering to ca0270_COAEffectiveASAP_DM
-Updated transition to transfer for option 'no'
-Updated transition to go to ca0300 for option 'yes'
-Updated prompt verbiage in ca0270_ini_01
ca0440_SendAddressPhone_DB
-Updated inputs for current and new city, state, and zip code
ka0910_QueryKB_DB
-updated ka_lastAuthenticatedTimeStamp to ka_lastAuthenticatedDate to specify that
date is being returned
07/08/2020 9.40
*CR596 (Highlights in Yellow)
Margot Perry
ca0270_COAEffectiveASAP_DM
-Added exit/transition prompt for the no response ca0430_out_03 – “Hold on while I
get someone to help you.”
-Updated prompts ca0270_nm2_01 and ca0270_ni2_01 and deleted last sentence
from both. “Sorry. If you want the change to take effect as soon as possible, press 1.
Otherwise, press 2.”
-Updated the missing transitions in the following states and pointed them all to state
ca0440_SendAddressPhone_DB:
ca0350_ConfirmIfResidentAddress_DM
ca0400_RemoveOrChangePhone_DM
ca0420_CollectPhoneNumber_DM
-Updated the entering from in state ca0440_SendAddressPhone_DB and added
these same states accordingly.
07/09/2020 9.41
*CR596 (Highlights in Yellow)
Margot Perry
ca0230_NotEligible_DM
-Deleted prompts ca0230_nm3_01 and ca0230_ni1_02 (exit prompts) as they are not
needed.
07/10/2020 9.42
*CR596 (Highlights in Yellow)
Margot Perry
ca0230_NotEligible_DM
-Rolled back yesterday’s change. Updated the verbiage for prompts ca0230_nm3_01
and ca0230_ni1_02 to “Hold on while I take you back to the main menu.”
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Table of Contents
Revision History ............................................................................................................................................. 2
Table of Contents .......................................................................................................................................... 31
Chapter 1: Global Behavior .......................................................................................................................... 39
1.1 Recovery Behavior ............................................................................................................................. 39
1.2 Global Commands .............................................................................................................................. 39
1.3 Global Confirmation ........................................................................................................................... 39
1.4 Global Config Parameters................................................................................................................... 40
Chapter 2: Detailed Dialog Specification ..................................................................................................... 42
2.1 main Dialog ........................................................................................................................................ 42
mm0040_GetCallProperties_DB .......................................................................................................... 42
mm0050_EntryRouting_DS ................................................................................................................. 43
mm0100_WelcomeMsg_PP ................................................................................................................. 43
mm0110_LanguageSelection_DM ....................................................................................................... 44
mm0120_RecordingMsg_DM .............................................................................................................. 45
mm0150_SpanishApp_EC ................................................................................................................... 46
mm0125_ABRStatus_DS ..................................................................................................................... 46
mm0122_AfterHoursCheck_DS........................................................................................................... 46
mm0124_OfficeClosedMsg_PP ........................................................................................................... 47
mm0130_GetVariablesAnn_DB........................................................................................................... 47
mm0140_EmergencyMsg_PP .............................................................................................................. 48
mm0160_WebsiteInfo_PP .................................................................................................................... 49
mm0170_ACAEnabled_DS ................................................................................................................. 49
mm0171_ACAMainMenu_DM ........................................................................................................... 50
mm0172_ACAMsg_PP ........................................................................................................................ 51
mm0173_ACAWrapMenu_DM ........................................................................................................... 52
mm0180_MySSEnabled_DS ................................................................................................................ 53
mm0181_MySSMainMenu_DM .......................................................................................................... 53
mm0182_MySSAfterHoursCheck_DS ................................................................................................ 54
mm0183_MySSOfficeClosedMsg_PP ................................................................................................. 55
mm0184_MySSWrapMenu_DM ......................................................................................................... 56
mm0200_SFToggle_DS ....................................................................................................................... 57
mm0210_SFMainMenu_DM ............................................................................................................... 58
mm0300_GetCOLABroadcast_DB ...................................................................................................... 78
mm0301_GetCOLABroadcast_DS ...................................................................................................... 79
mm0302_COLAMsg_PP...................................................................................................................... 79
mm0303_AskRepeatCola_DM ............................................................................................................ 80
mm0304_COLABroadcastMsg_PP ...................................................................................................... 81
mm0305_IsChangeOfAddressEnabled_DS ......................................................................................... 82
mm0306_ChangeOfAddressMsg_PP ................................................................................................... 82
mm0310_ChangeOfAddress_SD ......................................................................................................... 83
mm0320_FieldOfficeLocator_SD ........................................................................................................ 83
mm0323_DirectDepositMsg_PP .......................................................................................................... 84
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mm0325_IsDirectDepositEnabled_DS................................................................................................. 85
mm0327_ExpressCallService_DM ...................................................................................................... 85
mm0329_AnythingElse_DM................................................................................................................ 87
mm0330_DirectDeposit_SD ................................................................................................................ 88
mm0400_GetTaxesBroadcast_DB ....................................................................................................... 89
mm0401_GetTaxesBroadcast_DS ........................................................................................................ 89
mm0404_TaxesMsg_PP ....................................................................................................................... 90
mm0405_TaxBroadcastMsg_PP .......................................................................................................... 92
mm0410_AskRepeatTaxes_DM........................................................................................................... 92
mm0420_AddressVerifyMsg_DM ....................................................................................................... 93
mm0430_AddressDisambig_DM ......................................................................................................... 95
mm0440_DisabilityDisambig_DM ...................................................................................................... 96
mm0450_EmploymentDisambig_DM ................................................................................................. 98
mm0460_SSNVerification_DM ......................................................................................................... 100
mm0470_ReplacementDisambig_DM ............................................................................................... 101
mm0500_BEVEKBA_DS .................................................................................................................. 103
mm0503_BEVEMsg_PP .................................................................................................................... 103
mm0505_BEVE_SD .......................................................................................................................... 104
mm0515_ApplicationStatusKBA_DS ................................................................................................ 104
mm0518_ClaimsMsg_PP ................................................................................................................... 105
mm0520_ApplicationStatus_SD ........................................................................................................ 105
mm0525_BenefitsStatementKBA_DS ............................................................................................... 106
mm0530_BenefitsStatement_SD........................................................................................................ 106
mm0540_BestTimeMsg_PP ............................................................................................................... 107
mm0545_TranscriptionKBA_DS ....................................................................................................... 107
mm0550_Transcription_SD ............................................................................................................... 108
mm0555_MRCMySSAWebsite_PP ................................................................................................... 108
mm0560_MRCKBA_DS.................................................................................................................... 109
mm0565_MRC_SD ............................................................................................................................ 109
mm0600_BackoffMainMenu_DM ..................................................................................................... 110
mm0610_BackoffOtherOptionsMenu_DM ........................................................................................ 113
mm0700_Benefits_DM ...................................................................................................................... 116
mm0800_BenefitsApplicationMenu_DM .......................................................................................... 119
mm0810_ApplicationStatusQuestion_DM ........................................................................................ 121
mm0900_BenefitsMoreOptions_DM ................................................................................................. 122
mm0910_UpdatePersonalInfo_DM .................................................................................................... 125
mm1100_SocialSecurityCardsMenu_DM .......................................................................................... 127
mm1105_MedicareCardsMenu_DM .................................................................................................. 129
mm1110_UpdatePersonalInfo_DM .................................................................................................... 131
mm1210_InternetAddress_DM .......................................................................................................... 133
mm1220_InternetInformation_DM .................................................................................................... 135
mm1300_WhichCard_DM ................................................................................................................. 136
mm1310_BothCardsMsg_PP ............................................................................................................. 138
mm1400_SSReplacementMsg_PP ..................................................................................................... 139
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mm1410_SSNewMsg_PP .................................................................................................................. 139
mm1420_SSUpdateMsg_PP............................................................................................................... 140
mm1430_SocialSecurityCardMenu_DM ........................................................................................... 140
mm1500_CitizenshipQuestion_DM ................................................................................................... 143
mm1510_CitizenDocumentsMsgPart1_DM ...................................................................................... 144
mm1512_CitizenDocumentsMsgPart2_DM ...................................................................................... 146
mm1515_NonCitizenDocumentsMsgPart1_DM ............................................................................... 148
mm1517_NonCitizenDocumentsMsgPart2_DM ............................................................................... 150
mm1519_NonCitizenDocumentsMsgPart3_DM ............................................................................... 152
mm1520_GetForm_DM ..................................................................................................................... 154
mm1530_WebsiteInstructions_DM.................................................................................................... 157
mm1600_SubmitForm_DM ............................................................................................................... 158
mm1700_MedicareApplyMenu_DM ................................................................................................. 160
mm1710_ReplacementCardQuestion_DM......................................................................................... 161
mm1720_MedicareEnrollMsg_DM ................................................................................................... 162
mm1730_MedicareDrugQuestion_DM .............................................................................................. 163
mm1740_MedicareSusidyMsg_DM................................................................................................... 165
mm1750_AskPartD_DM .................................................................................................................... 166
mm1755_CheckDrugEligibility_DS .................................................................................................. 168
mm1760_HelpWithDrugCosts_DM ................................................................................................... 168
mm1770_OrderDrugFormQuestion_DM ........................................................................................... 170
mm1800_SSIMenu_DM .................................................................................................................... 171
mm1810_CitizenshipMsg_DM .......................................................................................................... 173
mm1900_ReceivingBenefits_DM ...................................................................................................... 174
mm1902_CheckDeliveryDates_DS .................................................................................................... 175
mm1905_Checks_DM ........................................................................................................................ 176
mm1907_LatePaymentQuestion_DM ................................................................................................ 178
mm1910_LatePaymentMenu_DM ..................................................................................................... 179
mm1920_DepositMsg_PP .................................................................................................................. 181
mm1930_MailMsg_PP ....................................................................................................................... 182
mm1940_LatePaymentExit_DM ........................................................................................................ 182
mm2000_ReceivingBenefits_DM ...................................................................................................... 184
mm2010_BenefitsEarnings_DM ........................................................................................................ 185
mm2030_OtherQuestions_DM........................................................................................................... 187
mm2040_FutureBenefits_DM ............................................................................................................ 188
mm2050_FutureBenefitsBudgetaryMsg_PP ...................................................................................... 190
mm2100_RepPayeeMenu_DM .......................................................................................................... 191
mm2110_ProgramMsg_DM ............................................................................................................... 193
mm2120_ChangeMsg_DM ................................................................................................................ 195
mm2200_BecomePayee_DM ............................................................................................................. 198
mm2210_PayeeMisuse_DM............................................................................................................... 201
mm2300_FormsGeneral_DM ............................................................................................................. 203
mm2400_EarningsMenu_DM ............................................................................................................ 205
mm3000_ABRStatus_DS ................................................................................................................... 207
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mm3002_PingHost_DB...................................................................................................................... 208
mm3005_KBAuthentication_SD........................................................................................................ 209
mm3020_ProcessTransfer_DS ........................................................................................................... 209
mm3030_CallTransfer_CX ................................................................................................................ 211
mm3040_EndCall_CT ........................................................................................................................ 211
2.2 AddressOSDM Dialog ...................................................................................................................... 212
ad0100_BranchCollectedZipSet_DS .................................................................................................. 212
ad0050_EntryPrompt_DM ................................................................................................................. 212
ad0110_zipcode_DM.......................................................................................................................... 213
ad0140_FullAddress_DM .................................................................................................................. 215
ad0150_SecondaryAddress_DM ........................................................................................................ 218
ad0160_BranchConfirmOrNot_DS .................................................................................................... 220
ad0200_ConfirmFull_DM .................................................................................................................. 220
ad0210_BranchExceedMaxCorrections_DS ...................................................................................... 223
ad0220_CheckPreviousConfirmations_DS ........................................................................................ 224
ad0230_ExitFailurePrompts_PP ......................................................................................................... 224
ad0240_ExitSuccessPrompts_PP ....................................................................................................... 225
ad0250_BranchRecordOrNot_DS ...................................................................................................... 225
ad0260_Recording_DM ..................................................................................................................... 225
2.3 BenefitsVerification Dialog .............................................................................................................. 227
bv0100_PingHost_DB ........................................................................................................................ 227
bv0130_KBAuthentication_SD .......................................................................................................... 227
bv0140_SubmitBEVERequest_DB .................................................................................................... 228
bv0145_PlayNeedAddress_PP ........................................................................................................... 230
bv0150_AddressOSDM_SD .............................................................................................................. 230
bv0210_BEVESuccess_PP ................................................................................................................. 231
bv0220_TransactionEnd_PP............................................................................................................... 231
2.4 ChangeOfAddress Dialog ................................................................................................................. 233
ca0100_PingHost_DB ........................................................................................................................ 233
ca0200_IntroMsg_PP ......................................................................................................................... 233
ca0220_ReceivingBenefits_DM ......................................................................................................... 234
ca0230_NotEligible_DM .................................................................................................................... 235
ca0240_NotEligibleDetails_DM ........................................................................................................ 237
ca0260_CallingAboutSelf_DM .......................................................................................................... 239
ca0270_COAEffectiveASAP_DM ..................................................................................................... 240
ca0300_KBAuthentication_SD .......................................................................................................... 242
ca0310_TypeOfChange_DM .............................................................................................................. 242
ca0315_ConfirmChangeAllRecords_DM .......................................................................................... 244
ca0320_SetAddressParameters_DS .................................................................................................... 246
ca0330_AddressOSDM_SD ............................................................................................................... 246
ca0340_CheckWhichAddress_DS ...................................................................................................... 247
ca0350_ConfirmIfResidentAddress_DM ........................................................................................... 247
ca0400_RemoveOrChangePhone_DM .............................................................................................. 248
ca0410_TypeOfPhone_DM ................................................................................................................ 250
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ca0420_CollectPhoneNumber_DM .................................................................................................... 251
ca0435_EffectiveDate_DM ................................................................................................................ 253
ca0440_SendAddressPhone_DB ........................................................................................................ 254
2.5 ClaimStatusRequests Dialog ............................................................................................................ 257
cs0100_PingHost_DB ........................................................................................................................ 257
cs0110_KBAuthentication_SD .......................................................................................................... 257
cs0120_ConfirmationNumber_DM-DELETED................................................................................. 258
cs0200_ClaimsRetrieval_DB ............................................................................................................. 260
cs0210_WhichClaim_DM .................................................................................................................. 263
cs0220_ClaimStatusMsg_PP .............................................................................................................. 265
cs0230_RepeatStatus_DM.................................................................................................................. 270
cs0240_OneClaimEnd_DM ................................................................................................................ 271
cs0250_MultiClaimEnd_DM ............................................................................................................. 274
cs0260_NoStatusEnd_DM ................................................................................................................. 276
cs0270_MultiLastClaimEnd_DM....................................................................................................... 279
2.6 DirectDeposit Dialog ........................................................................................................................ 283
dd0100_PingHost_DB ........................................................................................................................ 283
dd0200_IntroMsg_PP ......................................................................................................................... 283
dd0220_ReceivingBenefits_DM ........................................................................................................ 284
dd0230_NotEligible_PP ..................................................................................................................... 285
dd0260_CallingAboutSelf_DM .......................................................................................................... 285
dd0300_KBAuthentication_SD .......................................................................................................... 287
dd0400_DDEffectiveASAP_DM ....................................................................................................... 288
dd0410_EffectiveMonth_DM............................................................................................................. 289
dd0430_AccountType_DM ................................................................................................................ 293
dd0440_CollectRoutingNumber_DM ................................................................................................ 295
dd0450_CollectAccountNumber_DM ................................................................................................ 297
dd0460_SendDirectDepositInfo_DB .................................................................................................. 299
2.7 FieldOfficeLocator Dialog................................................................................................................ 301
fl0100_GetZipCode_DM .................................................................................................................... 301
fl0102_FindCCFromZip_DB ............................................................................................................. 302
fl0105_CardCenterNeededQuestion_DM .......................................................................................... 304
fl0120_OfficeLocationInfo_DM ........................................................................................................ 305
fl0125_CardCenterInfo_DM .............................................................................................................. 309
fl0135_FindFOFromZip_DB.............................................................................................................. 312
fl0137_RetrieveOfficeDetails_DB ..................................................................................................... 314
fl0140_ZipFailedFirstTimeMsg_PP ................................................................................................... 314
fl0150_NoFOMsg_PP ........................................................................................................................ 314
2.8 KnowledgeBasedAuthentication Dialog .......................................................................................... 316
ka0100_ElementsCheck_DB .............................................................................................................. 316
ka0105_AttestFlagCheck_DS ............................................................................................................ 317
ka0110_AttestCheck_DS .................................................................................................................... 318
ka0200_PreAttestationMsg_PP .......................................................................................................... 318
ka0210_AttestationQuestion_DM ...................................................................................................... 319
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ka0220_OMBNumber_PP .................................................................................................................. 321
ka0225_WhichActDetails_DM .......................................................................................................... 322
ka0230_PrivacyActDetails_DM ......................................................................................................... 324
ka0240_PaperworkActDetails_DM .................................................................................................... 326
ka0250_PrivacyEndMenu_DM .......................................................................................................... 328
ka0260_PaperworkEndMenu_DM ..................................................................................................... 329
ka0270_PerjuryMessage_DM ............................................................................................................ 330
ka0300_SSNNull_DS ......................................................................................................................... 332
ka0310_GetSSN_DM ......................................................................................................................... 332
ka0320_NameNull_DS ....................................................................................................................... 333
ka0325_TNRSLocation_DS ............................................................................................................... 334
ka0330_SetCallerNameParameters_DS ............................................................................................. 334
ka0340_GetCallerName_SD .............................................................................................................. 335
ka0350_TNRS_DB ............................................................................................................................. 336
ka0352_CollectFullName_DS ............................................................................................................ 337
ka0355_TNRSGetName_DM............................................................................................................. 337
ka0360_SetCallerNameRetryParameters_DS .................................................................................... 339
ka0370_GetCallerNameRetry_SD ..................................................................................................... 340
ka0400_AltNameNull_DS.................................................................................................................. 341
ka0410_AltNameQuestion_DM ......................................................................................................... 341
ka0420_SetAlternativeNameParameters_DS ..................................................................................... 342
ka0430_GetAlternativeName_SD ...................................................................................................... 343
ka0440_TNRSAlt_DB........................................................................................................................ 344
ka0450_SetAlternativeNameRetryParameters_DS ............................................................................ 345
ka0460_GetAlternativeNameRetry_SD ............................................................................................. 345
ka0500_DOBNull_DS ........................................................................................................................ 346
ka0510_GetDOB_DM ........................................................................................................................ 346
ka0600_MaidenNameNull_DS........................................................................................................... 348
ka0610_SetMaidenNameParameters_DS ........................................................................................... 348
ka0620_GetMaidenName_SD ............................................................................................................ 349
ka0700_POBNull_DS ........................................................................................................................ 350
ka0710_GetPlaceOfBirth_DM ........................................................................................................... 350
ka0720_POBCityNull_DS .................................................................................................................. 356
ka0730_GetPOBCity_DM.................................................................................................................. 357
ka0800_LastPaymentNull_DS ........................................................................................................... 358
ka0810_GetLastPaymentAmount_DM .............................................................................................. 359
ka0820_CantProceedMsg_PP............................................................................................................. 360
ka0830_ScreenPopSplashReturn_PP ................................................................................................. 361
ka0900_CheckingInfoMsg_PP ........................................................................................................... 362
ka0905_ScreenSplashKB_DB ............................................................................................................ 362
ka0910_QueryKB_DB ....................................................................................................................... 363
ka0915_PlayLastAccessDate_PP ....................................................................................................... 366
ka0920_SuccessMsg_PP .................................................................................................................... 367
ka0930_FailureMsg_PP...................................................................................................................... 368
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ka0940_AccountBlockedMsg_PP ...................................................................................................... 368
2.9 MedicareReplacementCard Dialog ................................................................................................... 370
mr0100_PingHost_DB ....................................................................................................................... 370
mr0130_KBAuthentication_SD ......................................................................................................... 370
mr0210_MRCSuccess_PP .................................................................................................................. 371
mr0220_TransactionEnd_PP .............................................................................................................. 371
2.10 NameOSDM Dialog ....................................................................................................................... 373
na0110_PlayEntryPrompt_PP ............................................................................................................ 373
na0120_SayAndSpellFirst_DM.......................................................................................................... 373
na0130_SayAndSpellLast_DM .......................................................................................................... 375
na0140_SpellFirst_DM ...................................................................................................................... 379
na0150_SpellLast_DM ....................................................................................................................... 380
na0200_ConfirmName_DM ............................................................................................................... 383
na0210_ExitSuccessPrompts_PP ....................................................................................................... 389
na0220_ConfirmationApology_PP..................................................................................................... 389
2.11 ReplacementBenefitStatement Dialog ............................................................................................ 391
rb0100_MySSAWebsite_PP............................................................................................................... 391
rb0110_CurrentYearQuestion_DM .................................................................................................... 391
rb0130_1099JanuaryEnd_DM ............................................................................................................ 393
rb0200_PingHost_DB ........................................................................................................................ 394
rb0300_KBAuthentication_SD .......................................................................................................... 395
rb0310_FormForSelf_DM .................................................................................................................. 396
rb0320_PersonLiving_DM ................................................................................................................. 397
rb0330_DeceasedSocial_DM ............................................................................................................. 398
rb0400_SendStatement_DB ............................................................................................................... 400
rb0410_SuccessMsg_PP ..................................................................................................................... 401
rb0420_NoRelationshipEnd_DM ....................................................................................................... 402
rb0440_BenefitsStatementEndMenu_DM ......................................................................................... 403
2.12 Transcription Dialog ....................................................................................................................... 406
tr0105_PlayTransIntro_PP ................................................................................................................. 406
tr0110_ReverseANILookup_DB ........................................................................................................ 406
tr0120_ConfirmAddress_DM ............................................................................................................. 407
tr0130_SetAddressParameters_DS ..................................................................................................... 409
tr0140_AddressOSDM_SD ................................................................................................................ 409
tr0200_AskHowManyForms_DM...................................................................................................... 410
tr0210_SubmitRequest_DB ................................................................................................................ 412
tr0220_SuccessMsg_PP...................................................................................................................... 413
tr0240_FailureMsg_PP ....................................................................................................................... 414
tr0310_UnderstandingSS_DM ........................................................................................................... 414
tr0320_RetirementBenefits_DM ........................................................................................................ 416
tr0330_DisabilityBenefits_DM .......................................................................................................... 418
tr0340_SurvivorBenefits_DM ............................................................................................................ 419
tr0410_WorkAffectsBenefits_DM ..................................................................................................... 421
tr0420_DisabledChildrenBenefits_DM .............................................................................................. 423
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tr0430_WomanSS_DM ...................................................................................................................... 425
tr0540_MoreChoices_DM .................................................................................................................. 427
tr0545_PamphletCheck_DS ............................................................................................................... 429
tr0550_ConcludeChoices_PP ............................................................................................................. 430
Appendix A: Variable Table ....................................................................................................................... 431
Variables ................................................................................................................................................. 431
Recognition Variables ............................................................................................................................ 442
Appendix B: Grammar Mapping Table ...................................................................................................... 450
main ........................................................................................................................................................ 450
AddressOSDM ........................................................................................................................................ 453
BenefitsVerification ................................................................................................................................ 454
ChangeOfAddress ................................................................................................................................... 454
ClaimStatusRequests .............................................................................................................................. 454
DirectDeposit .......................................................................................................................................... 454
FieldOfficeLocator ................................................................................................................................. 455
KnowledgeBasedAuthentication ............................................................................................................ 455
MedicareReplacementCard..................................................................................................................... 456
NameOSDM ........................................................................................................................................... 456
ReplacementBenefitStatement ................................................................................................................ 456
Transcription ........................................................................................................................................... 456
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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]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
noinput 1
Always
--
--
noinput 2
Always
--
--
noinput 3
Always
Assign: transfer_reason =error
--
noinput 3
Always
Prompt: [gl_ni3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
event.conf.noinput 1
--
--
goto: mm3000_ABRStatus_DS
event.conf.nomatch 1
--
--
goto: mm3000_ABRStatus_DS
event.nomatch 1
--
--
goto: mm3000_ABRStatus_DS
event.operator 1
--
--
goto: mm3000_ABRStatus_DS
event.system.error 1
--
Prompt: [tech_diff]
Sorry, but we seem to be having
technical difficulties.
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
Command Confirmations
Command
Condition
Name
Wording
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
Sample Phrases:
yes: yes, correct, right
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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]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
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]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
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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ziplookuperrorprompt
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default_address_ziplookuperrorprompt
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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.
mm0040_GetCallProperties_DB
Database Call
Retrieves initial properties values for the call.
Entering From
-Input parameters
Parameter
Value
current_date
todays date
Output parameters
Variable
Description
aca_active
--
myss_helpdesk_active
--
collect_full_name
--
coa_active
--
direct_deposit_active
--
form_7004_delivery
--
play_attestation_flag
--
speak_freely_active
--
tnrs_db_upfront
--
colaYear
the cost of living adjustment year
colaRate
cost-of-living adjustment rate
colaPremiumAmount
cola medicare part b premium amount
colaSsiPaymentDate
Supplemental Security Income payments dated
colaSsPaymentDate
Social Security payments dated
taxYear
tax year
taxAmount1SelfEmp
self-employed minimum net profit amount
taxAmount2MaxTax
maximum taxable amount
taxAmount3MaxSs
maximum Social Security tax withheld
taxRate1ContEe
contribution rate for employees
taxRate2ConSelfEmp
contribution rate for self-employed people
taxRate3SsTax
Social Security tax rate
taxRate4MedTax
Medicare tax rate
individualResourceMax
individual resource max
coupleResourceMax
couple resources max
firstMonth
--
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firstMonth.ssiPaymentDate
--
firstMonth.firstPaymentDate
--
firstMonth.secondPaymentDate
--
firstMonth.thirdPaymentDate
--
firstMonth.fourthPaymentDate
--
secondMonth
--
secondMonth.ssiPaymentDate
--
secondMonth.firstPaymentDate
--
secondMonth.secondPaymentDate
--
secondMonth.thirdPaymentDate
--
secondMonth.fourthPaymentDate
--
Actions
Condition
Action
Transition
Always
--
goto: mm0050_EntryRouting_DS
Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--
mm0050_EntryRouting_DS
Decision
Evaluates applicationtag and lob variables to route the call upon entry.
Entering From
mm0040_GetCallProperties_DB, mm0210_SFMainMenu_DM
Actions
Condition
Action
Transition
If
If lob=OIG
applicationtag=order_ssn_
card
--
goto:
mm1100_SocialSecurityCardsMenu_DM
Elseif
If lob=OIG
applicationtag=earnings_st
atement
--
goto: mm2400_EarningsMenu_DM
Else
If lob=OIG OR OCO
(applicationtag=Undefined)
Assign: non_national_transfer =true
goto: mm0200_SFToggle_DS
^
--
goto: mm0100_WelcomeMsg_PP
Else
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
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This state plays a generic welcome to SSA message
Entering From
mm0050_EntryRouting_DS
Actions [Barge-in is OFF]
Condition
Action
Transition
Always
Prompt: [mm0100_out_01]
Thank you for calling Social Security.
goto: mm0110_LanguageSelection_DM
Developer Notes
--
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 siete.
Sample Expressions
DTMF
Reco Var/Option
Confirm
// DTMF only
7
Never
Grammar
Actions
Option
Condition
Action
Transition
spanish
Always
--
goto: mm0150_SpanishApp_EC
noinput
--
Comment: this row for call flow
illustration only - see Recovery
Behavior for actual behavior
goto:
mm0120_RecordingMsg_DM
Type
Condition
Action
Transition
nomatch 1
Always
Prompt: [mm0110_nm1_01]
Para español, marque siete. To
continue in Spanish, press seven.
Otherwise, just hold on and we'll
continue in English.
Re-Recognition:
nomatch 2
Always
--
goto:
mm0120_RecordingMsg_DM
noinput 1
Always
--
goto:
mm0120_RecordingMsg_DM
Recovery Behavior
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Disabled Globals
StartOver, operator, repeat
Commands: Confirmations
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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
Type
Condition
Name
Wording
initial
Always
mm0120_ini_01
To ensure quality, your call may be monitored or
recorded.
Sample Expressions
DTMF
Reco Var/Option
Confirm
na
// spanish
7
Never
Grammar
Actions
Option
Condition
Action
Transition
spanish
Always
--
goto: mm0150_SpanishApp_EC
noinput
--
Comment: this row for call flow
illustration only - see Recovery
Behavior for actual behavior
goto: mm0125_ABRStatus_DS
Type
Condition
Action
Transition
nomatch 1
Always
--
Re-Recognition: Reprompt
nomatch 2
Always
--
goto: mm0125_ABRStatus_DS
noinput 1
Always
--
goto: mm0125_ABRStatus_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)
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mm0150_SpanishApp_EC
External Call
Transfers call to the Spanish language application.
Entering From
mm0110_LanguageSelection_DM, mm0120_RecordingMsg_DM, mm0600_BackoffMainMenu_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
--
mm0125_ABRStatus_DS
Decision
Evaluate A) whether ABR routing is in effect and B) abr variable to determine routing.
Entering From
mm0120_RecordingMsg_DM
Actions
Condition
Action
Transition
If initial_abr_transfer=true If abr=4 AND
office_hours=true
--
goto: mm3000_ABRStatus_DS
^
--
goto: mm0130_GetVariablesAnn_DB
--
goto: mm0130_GetVariablesAnn_DB
Elseif abr=4 AND
office_hours=false
Else
Always
(initial_abr_transfer=false)
Developer Notes
--
mm0122_AfterHoursCheck_DS
Decision
Determines if it is currently during or after business hours and transitions accordingly.
Entering From
mm0173_ACAWrapMenu_DM, mm0180_MySSEnabled_DS, mm0181_MySSMainMenu_DM
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Actions
Condition
Action
Transition
If office_hours=true
--
goto: mm0200_SFToggle_DS
Else (If office_hours=false)
--
goto: mm0124_OfficeClosedMsg_PP
Developer Notes
--
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
Actions [Barge-in is OFF]
Condition
Action
Transition
If ccs = 2 (holiday)
Prompt: [mm0124_out_02]
-Due to the holiday 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:
Else if ccs = 4 (emergency)
Prompt: [mm0124_out_08]
-Due to an emergency our offices are
currently closed, but *I* can help you. If
you need to speak with someone, please
call us back. Our regular office hours are Monday through Friday:
Else
Prompt: [mm0124_out_01]
Just so you're 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:
--
If Hawaii
Prompt: [mm0124_out_03]
7 A.M. to 5 P.M.
--
If Alaska, Standard Time
Prompt: [mm0124_out_04]
7 A.M. to 6 P.M.
--
If Guam or the Northern Marianas Islands
Prompt: [mm0124_out_06]
11 P.M. to 9 A.M.
--
If American Samoa
Prompt: [mm0124_out_07]
5 A.M. to 3 P.M.
--
Else (if unknown or any other territory)
Prompt: [mm0124_out_05]
7 A.M. to 7 P.M.
--
Always
--
goto: mm0200_SFToggle_DS
Developer Notes
--
mm0130_GetVariablesAnn_DB
Database Call
Initial lookup to retrieve information related to optional 'emergency' messages.
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Entering From
mm0125_ABRStatus_DS
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.
NOTE: Barge-In is DISABLED in this state.
Entering From
mm0130_GetVariablesAnn_DB
Actions [Barge-in is OFF]
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Condition
Action
Always
Comment: The emergency messages
-associated with 'activeFlagx' variables are
NOT mutually exclusive
Transition
.
.
.:
If activeFlag1=true
If current time is greater than Comment: play broadcastPrompt (wav
startTime1 AND current time file) asscoiated with activeFlag1 English,
is less than endTime1 AND then play 1,000ms of silence
broadcastPrompt1 (wav file)
exists
--
If activeFlag2=true
If current time is greater than Comment: play broadcastPrompt (wav
startTime2 AND current time file) asscoiated with activeFlag2 English,
is less than endTime2 AND then play 1,000ms of silence
broadcastPrompt2 (wav file)
exists
--
If activeFlag3=true
If current time is greater than Comment: play broadcastPrompt (wav
startTime3 AND current time file) asscoiated with activeFlag3 English,
is less than endTime3 AND then play 1,000ms of silence
broadcastPrompt3 (wav file)
exists
--
Else
Comment: Play Nothing
--
Always
--
goto: mm0160_WebsiteInfo_PP
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).
All callers will hear the SSA.gov website info (mm0160), regardless of whether any broadcast/emergency messages are played to the caller.
mm0160_WebsiteInfo_PP
Simple Play Prompt
Plays website address.
Entering From
mm0130_GetVariablesAnn_DB, mm0140_EmergencyMsg_PP
Actions [Barge-in is OFF]
Condition
Action
Transition
Always
Prompt: [mm0160_out_01]
You can find the Social Security
Administration online at www dot social
security dot G-O-V.
goto: mm0170_ACAEnabled_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.
mm0170_ACAEnabled_DS
Decision
Determines if ACA functionality is enabled.
Entering From
mm0160_WebsiteInfo_PP
Actions
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Condition
Action
Transition
If aca_active = true
--
goto: mm0171_ACAMainMenu_DM
Else
--
goto: mm0180_MySSEnabled_DS
Developer Notes
--
mm0171_ACAMainMenu_DM
CustomContext Recognition
Asks if caller needs to get information about health insurance. This is part of the Affordable Care Act (ACA) updates request.
Entering From
mm0170_ACAEnabled_DS
Initial Prompts [Barge-in is OFF]
Type
Condition
Name
Wording
initial
Never (callflow example)
example
If you need information about affordable health
insurance and the new changes to the law, please
say "health insurance". For anything else, please
remain on the line.
initial
Always
mm0171_ini_01
If you need information about affordable health
insurance and the new changes to the law, please
say "health insurance". For anything else, please
remain on the line.
Sample Expressions
DTMF
Reco Var/Option
Confirm
health insurance, insurance
1
Never
continue
-
Never
Grammar
Actions
Option
Condition
Action
Transition
insurance
Always
Assign: current_task =aca_info
goto: mm0172_ACAMsg_PP
noinput/continue
Always
Comment: This row is for call flow
illustration only - see Recovery
Behavior for actual behavior.
goto:
mm0180_MySSEnabled_DS
´continue´ is a hidden option.
Recovery Behavior
Type
Condition
Action
nomatch 1
Always
Prompt: [mm0171_nm1_01]
Re-Recognition:
Let's try again... For information about
health insurance and the new laws,
say "health insurance" or press 1. For
anything else, please remain on the
line.
Transition
nomatch 2
Always
Prompt: [mm0171_nm2_01]
Sorry. Let's move on.
goto:
mm0180_MySSEnabled_DS
noinput 1
Always
Comment: No input is set to 3
seconds
goto:
mm0180_MySSEnabled_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
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Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
Set timeout limit to 3 secs and move on to the next state.
Only one retry is allowed upon the first no-match. If a second error occurs, the system should move on to the next state.
Barge-in turned off!!!
mm0172_ACAMsg_PP
Simple Play Prompt
Plays health insurance information.
Entering From
mm0171_ACAMainMenu_DM, mm0173_ACAWrapMenu_DM, mm0210_SFMainMenu_DM
Actions
Condition
Action
Transition
Never (callflow example)
Prompt: [example]
-It's Open Enrollment at HealthCare.gov.
That means, if you -- or someone you care
about -- needs health insurance, now is
your chance to find a plan that fits your
needs and budget. The final deadline to
enroll in a 2016 plan is January 31. Don't
miss your chance to get covered. Visit w w
w dot healthcare dot gov or call 1-800-3182596 to learn more. Marketplace open
enrollment for 2017 health coverage is
November 1, 2016, through January 31,
2017. If you want your coverage to begin
January 1st, you'll have to enroll by
December 15th. Visit Healthcare.gov or
call 1-800-318-2596 to learn more.
Always
Prompt: [mm0172_out_01]
-It's Open Enrollment at HealthCare.gov.
That means, if you -- or someone you care
about -- needs health insurance, now is
your chance to find a plan that fits your
needs and budget. The final deadline to
enroll in a 2016 plan is January 31. Don't
miss your chance to get covered. Visit w w
w dot healthcare dot gov or call 1-800-3182596 to learn more. Marketplace open
enrollment for 2017 health coverage is
November 1, 2016, through January 31,
2017. If you want your coverage to begin
January 1st, you'll have to enroll by
December 15th. Visit Healthcare.gov or
call 1-800-318-2596 to learn more.
^
Prompt: [silence_500ms]
--
Always
Assign: first_entry =false
goto: mm0173_ACAWrapMenu_DM
Developer Notes
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Social Security Administration
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--
mm0173_ACAWrapMenu_DM
CustomContext Recognition
Provides post-ACA-readout options.
Entering From
mm0172_ACAMsg_PP
Initial Prompts
Type
Condition
Name
Wording
initial
Never (callflow example)
example
To hear that again, say "repeat". Or to get help with
anything else, please remain on the line.
initial
Always
mm0173_ini_01
To hear that again, say "repeat". Or to get help with
anything else, please remain on the line.
Sample Expressions
DTMF
Reco Var/Option
Confirm
repeat, repeat that
1
Never
continue
-
Never
Grammar
Actions
Option
Condition
Action
Transition
repeat
Always
--
goto: mm0172_ACAMsg_PP
noinput/continue
Always
Comment: This row is for call flow
illustration only - see Recovery
Behavior for actual behavior.
goto:
mm0122_AfterHoursCheck_DS
´continue´ is a hidden option.
Recovery Behavior
Type
Condition
Action
Transition
nomatch 1
Always
Prompt: [mm0173_nm1_01]
Let's try again... To hear that
information again, say 'repeat' or
press 1. For anything else, please
remain on the line.
Re-Recognition:
nomatch 2
Always
Prompt: [mm0173_nm2_01]
Sorry. Let's move on.
goto:
mm0122_AfterHoursCheck_DS
noinput 1
Always
Comment: No input is set to 3
seconds
goto:
mm0122_AfterHoursCheck_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
--
--
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Developer Notes
Set timeout limit to 3 secs and move on to the next state.
Only one retry is allowed upon the first no-match. If a second error occurs, the system should move on to the next state.
The 'repeat' global command is overridden by the local behavior.
mm0180_MySSEnabled_DS
Decision
Determines if My Social Security Helpdesk functionality is enabled.
Entering From
mm0170_ACAEnabled_DS, mm0171_ACAMainMenu_DM
Actions
Condition
Action
Transition
If myss_helpdesk_active = true
--
goto: mm0181_MySSMainMenu_DM
Else
--
goto: mm0122_AfterHoursCheck_DS
Developer Notes
--
mm0181_MySSMainMenu_DM
CustomContext Recognition
Asks if caller needs help with My Social Security website.
Entering From
mm0180_MySSEnabled_DS
Initial Prompts
Type
Condition
Name
Wording
initial
Never (callflow example)
example
If you need help registering or using the
MySocialSecurity website, say "online help". For
anything else, please remain on the line.
initial
If aca_active = true
mm0181_ini_01
If you need help registering or using the
MySocialSecurity website, say "online help".
Otherwise, please hold.
initial
Else
// ACA not active
mm0181_ini_02
If you need help registering or using the
MySocialSecurity website, say "online help". For
anything else, please remain on the line.
Sample Expressions
DTMF
Reco Var/Option
Confirm
online, online help
1
Never
continue
-
Never
Grammar
Actions
Option
Condition
Action
Transition
help
Always
Assign: current_task
=myssa_helpdesk
goto:
mm0182_MySSAfterHoursCheck
_DS
noinput/continue
Always
Comment: This row is for call flow
illustration only - see Recovery
Behavior for actual behavior.
goto:
mm0122_AfterHoursCheck_DS
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´continue´ is a hidden option.
Recovery Behavior
Type
Condition
Action
Transition
nomatch 1
Always
Prompt: [mm0181_nm1_01]
Re-Recognition:
Let's try again... For help registering
or using the MySocialSecurity
website, say "online help" or press 1.
For anything else, please remain on
the line.
nomatch 2
Always
Prompt: [mm0181_nm2_01]
Sorry. Let's move on.
goto:
mm0122_AfterHoursCheck_DS
noinput 1
Always
Comment: No input is set to 3
seconds
goto:
mm0122_AfterHoursCheck_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Confirmations
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
Set timeout limit to 3 secs and move on to the next state.
Only one retry is allowed upon the first no-match. If a second error occurs, the system should move on to the next state.
mm0182_MySSAfterHoursCheck_DS
Decision
Determines if it is currently during or after business hours and transitions accordingly.
Entering From
mm0181_MySSMainMenu_DM, mm0210_SFMainMenu_DM
Actions
Condition
Action
Transition
goto: mm0200_SFToggle_DS
If office_hours=true
Else If abr=1 (no agents)
Prompt: [mm0182_out_02]
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=5)
Prompt: [mm0182_out_03]
goto: mm3040_EndCall_CT
I'm very sorry but none of our agents are
available right now. Please call back
again, and keep in mind our busiest times
are early in the month and early in the
week. Thank you for calling. Goodbye.
^
Prompt: [mm0182_out_01]
-Else If N8NN CCS = Open
AND If MySSA CCS = Open Just a moment while I get someone to help
you.
OR
If N8NN CCS = Closed
AND MySSA CCS = Open
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OR
If N8NN CCS = Open
AND MySSA CCS =
Emergency
OR
If N8NN CCS = Open
AND MySSA CCS = No
Agents
^
Comment: Route to the next available
goto: mm3030_CallTransfer_CX
agent in the MySSA Helpdesk Skill Group
Else
//office_hours=false
--
goto:
mm0183_MySSOfficeClosedMsg_PP
Developer Notes
--
mm0183_MySSOfficeClosedMsg_PP
Play Prompt
Plays after hours information.
Entering From
mm0182_MySSAfterHoursCheck_DS, mm0184_MySSWrapMenu_DM
Actions [Barge-in is OFF]
Condition
Action
If N8NN CCS OR MySSA CCS = Holiday
Prompt: [mm0183_out_02]
-You've reached the MySocialSecurity Help
Desk. Due to the Federal holiday, our
offices are currently closed. If you need to
speak with someone, please call back
during our regular office hours - Monday
through Friday from 7 am to midnight.
Else If N8NN CCS = Open If MySSA CCS = Closed
Prompt: [mm0183_out_03]
-You've reached the MySocialSecurity Help
Desk. Our offices are currently closed. If
you need to speak with someone, please
call back during our regular office hours Monday through Friday from 7 am to
midnight.
Else If N8NN CCS =
Closed
If MySSA CCS = Closed
Prompt: [mm0183_out_03]
-You've reached the MySocialSecurity Help
Desk. Our offices are currently closed. If
you need to speak with someone, please
call back during our regular office hours Monday through Friday from 7 am to
midnight.
^
Else If MySSA CCS =
Emergency
Prompt: [mm0183_out_01]
You have reached the MySocialSecurity
Help Desk. We are sorry but due to an
emergency our offices are currently
closed. If you need to speak with
someone, please call back during our
regular office hours - Monday through
Friday 7 A.M. through midnight, Eastern
Time, excluding Federal holidays.
^
Else (MySSA CCS = No
Agents)
Prompt: [mm0183_out_04]
-You've reached the MySocialSecurity Help
Desk. We're sorry, but due to
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Transition
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administrative reasons we are currently
closed. If you need to speak with
someone, please call back during our
regular office hours - Monday through
Friday from 7 am to midnight.
Else (N8NN CCS =
Emergency)
If MySSA CCS = Open
OR
Emergency
OR
No Agents
Prompt: [mm0183_out_01]
You have reached the MySocialSecurity
Help Desk. We are sorry but due to an
emergency our offices are currently
closed. If you need to speak with
someone, please call back during our
regular office hours - Monday through
Friday 7 A.M. through midnight, Eastern
Time, excluding Federal holidays.
--
^
-Else (MySSA CCS = Closed) Prompt: [mm0183_out_03]
You've reached the MySocialSecurity Help
Desk. Our offices are currently closed. If
you need to speak with someone, please
call back during our regular office hours Monday through Friday from 7 am to
midnight.
Always
Prompt: [silence_500ms]
--
Always
Assign: first_entry =false
goto: mm0184_MySSWrapMenu_DM
Developer Notes
--
mm0184_MySSWrapMenu_DM
CustomContext Recognition
Provides post My SS Helpdesk readout options.
Entering From
mm0183_MySSOfficeClosedMsg_PP
Initial Prompts
Type
Condition
Name
Wording
initial
Never (callflow example)
example
To hear that again, say "repeat". For help with
anything else, say "main menu". Or if you're done,
just hang up.
initial
Always
mm0184_ini_01
To hear that again, say "repeat". For help with
anything else, say "main menu". Or if you're done,
just hang up.
DTMF
Reco Var/Option
Confirm
repeat, repeat that
1
Never
main menu
2
Never
Grammar
Sample Expressions
Actions
Option
Condition
Action
Transition
repeat
Always
--
goto:
mm0183_MySSOfficeClosedMsg
_PP
main_menu
Always
--
goto: mm0200_SFToggle_DS
noinput
Always
Comment: This row is for call flow
--
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illustration only - see Recovery
Behavior for actual behavior
Recovery Behavior
Type
Condition
Action
Transition
nomatch 1
Always
Prompt: [mm0184_nm1_01]
Re-Recognition:
Let's try again... Say "repeat" or press
1, "main menu" or press 2. Or if you're
finished for now, feel free to hang up.
nomatch 2
Always
Prompt: [mm0184_nm2_01]
Re-Recognition:
Sorry. To hear our regular business
hours again, press 1. If you need help
with something else and wish to be
transferred to our automated service
line, press 2. Or if you're finished for
now, feel free to hang up.
nomatch 3
Always
Assign: transfer_reason =error
nomatch 3
Always
Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
noinput 1
Always
Prompt: [mm0184_ni1_01]
To hear our regular business hours
again, say "repeat" or press 1. If you
need help with anything else, say
"main menu" or press 2. Or if you're
done, just hang up.
noinput 2
Always
Prompt: [mm0184_ni2_01]
Re-Recognition:
Sorry. To hear our regular business
hours again, press 1. If you need help
with something else and wish to be
transferred to our automated service
line, press 2. Or if you're finished for
now, feel free to hang up.
noinput 3
Always
Assign: transfer_reason =error
noinput 3
Always
Prompt: [gl_ni3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
--
Re-Recognition:
--
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
The global commands 'repeat and 'main menu' are overridden by the local behavior.
mm0200_SFToggle_DS
Decision
Evaluates whether NLU is turned on or off and routes to SFMainMenu (if on) or BackoffMainMenu (if off)
Entering From
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mm0050_EntryRouting_DS, mm0122_AfterHoursCheck_DS, mm0124_OfficeClosedMsg_PP, mm0182_MySSAfterHoursCheck_DS,
mm0184_MySSWrapMenu_DM, mm0303_AskRepeatCola_DM, mm0310_ChangeOfAddress_SD, mm0320_FieldOfficeLocator_SD,
mm0330_DirectDeposit_SD, mm0410_AskRepeatTaxes_DM, mm0420_AddressVerifyMsg_DM, mm0460_SSNVerification_DM,
mm0505_BEVE_SD, mm0520_ApplicationStatus_SD, mm0530_BenefitsStatement_SD, mm0540_BestTimeMsg_PP,
mm0550_Transcription_SD, mm0565_MRC_SD, mm1210_InternetAddress_DM, mm1220_InternetInformation_DM,
mm1510_CitizenDocumentsMsgPart1_DM, mm1512_CitizenDocumentsMsgPart2_DM, mm1515_NonCitizenDocumentsMsgPart1_DM,
mm1517_NonCitizenDocumentsMsgPart2_DM, mm1519_NonCitizenDocumentsMsgPart3_DM, mm1520_GetForm_DM,
mm1530_WebsiteInstructions_DM, mm1600_SubmitForm_DM, mm1720_MedicareEnrollMsg_DM, mm1740_MedicareSusidyMsg_DM,
mm1770_OrderDrugFormQuestion_DM, mm1810_CitizenshipMsg_DM, mm1907_LatePaymentQuestion_DM, mm1940_LatePaymentExit_DM,
mm2050_FutureBenefitsBudgetaryMsg_PP, mm2110_ProgramMsg_DM, mm2120_ChangeMsg_DM, mm2200_BecomePayee_DM,
mm3020_ProcessTransfer_DS
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
mm0200_SFToggle_DS, mm0310_ChangeOfAddress_SD, mm2210_PayeeMisuse_DM
Initial Prompts
Type
Condition
initial
If first_entry=true
Name
If non_national_transfer=true mm0210_ini_01
(play one of 3 randomized
versions)
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.
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_transfer=false)
(play one of 3 randomized
versions)
Main Menu. In a few words, please tell me
what you're calling about. You can say things like
'check claim status' or 'I need a replacement card.'
So, how can I help you?
initial
^
^
mm0210_ini_05
Main Menu. In a few words, please tell me
what you're calling about. You can say things like
'update my personal information' or 'find a social
security office.' So, how can I help you?
initial
^
^
mm0210_ini_06
Main Menu. In a few words, please tell me
what you're calling about. You can say things like
'set up direct deposit' or 'apply for benefits.' So, how
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 58 of 457
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Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
can I help you?
.
.
.
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?
Sample Expressions
DTMF
Reco Var/Option
Confirm
benefit letter, benefit statement,1099, I need a replacment 1099
// 1099_benefits_statement
--
If Necessary
affordable health insurance [information], affordable care act, health
insurance
// aca_menu
--
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
// benefits_application
--
If Necessary
benefits, social security benefits, my benefits, benefit information,
survivor benefits, retirement benefits, benefits spouse, benefits
dependent
// benefits_general
--
If Necessary
disability [report] appeal, reconsideration, disability report, hearing,
denial
// benefits_other
--
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, 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, benefits check, social security check, lost check, payment
information, ssi payment
// checks
--
If Necessary
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, benefits status
// 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
Grammar
Nuance Communications
--
Social Security Administration
CONFIDENTIAL
Page 59 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
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
helpdesk
// myssa_helpdesk
--
If Necessary
verify address, confirm address, address verification, 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_general
--
If Necessary
change payee, payee change, change in beneficiary, new payee,
representative payee, payee report, beneficiary
// representative_payee
--
If Necessary
apply for social security, apply for social security benefits, get social
security benefits
// social_security_application
--
If Necessary
apply for disability, apply for disability benefits, get social security
disability benefits
// disability_application
--
If Necessary
apply for survivor benefits, get social security survivor benefits
// survivor_application
--
If Necessary
apply for retirement benefits, get social security retirement benefits
// retirement_application
--
If Necessary
apply for supplemental security income, apply for supplemental security -benefits, get SSI benefits, apply for SSI, SSI application
// ssi_application
Nuance Communications
Social Security Administration
CONFIDENTIAL
If Necessary
Page 60 of 457
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Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
social security card
// social_security_card_general
--
verify social security number, social security number verification,
confirm social security number, employee verification
// social_security_number_verification
--
If Necessary
i need a social security card, i need a new social_security card, i lost my -social security card, lost social security card, missing social security
card,i need a replacement social security card, replace my social
security card, new social_security card, my social_security card was
stolen, apply for social_security card
// social_security_replacement_card
If Necessary
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, 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
// 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
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 61 of 457
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Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
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
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
--
If Necessary
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 62 of 457
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Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
// transfer_password
amount of 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
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)
7
Never
Actions
Option
Condition
Action
Transition
Always
Always
Assign: first_entry =false
--
1099_benefits_stateme Always
nt
Assign: current_task
=benefits_statement
--
^
^
Assign: current_intent
=1099_benefits_statement
--
^
^
Assign: final_intent
=1099_benefits_statement
--
^
^
Prompt: [mm0210_out_16]
goto:
Okay. Benefits Statement (or '1099'). mm0525_BenefitsStatementKBA
_DS
aca_info
Always
Assign: current_task =aca_info
--
^
^
Assign: current_intent =aca_info
--
^
^
Assign: final_intent =aca_info
--
^
^
Prompt: [mm0210_out_88]
Okay. Health insurance information.
goto: mm0172_ACAMsg_PP
address_general
Always
Assign: current_intent
=address_general
--
^
^
Prompt: [mm0210_out_14]
Okay. Address.
goto:
mm0430_AddressDisambig_DM
agent
Always
Assign: current_intent =agent
--
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 63 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
^
^
Assign: final_intent =agent
--
^
^
Prompt: [mm0210_out_17]
Okay.
goto: mm3000_ABRStatus_DS
benefits_application
Always
Assign: current_intent
=benefits_application
--
^
^
Prompt: [mm0210_out_01]
Okay. Applications.
goto:
mm0800_BenefitsApplicationMe
nu_DM
benefits_general
Always
Assign: current_intent
=benefits_general
--
^
^
Prompt: [mm0210_out_03]
Okay. Benefits.
goto: mm0700_Benefits_DM
benefits_other
Always
Assign: current_intent
=benefits_other
--
^
^
Assign: final_intent =benefits_other
--
^
^
Prompt: [mm0210_out_90]
Okay.
goto: mm3000_ABRStatus_DS
benefits_verification
Always
Assign: current_task
=benefits_verification
--
^
^
Assign: current_intent
=benefits_verification
--
^
^
Assign: final_intent
=benefits_verification
--
^
^
Prompt: [mm0210_out_73]
goto:
Alright. Benefits Verification or Proof mm2010_BenefitsEarnings_DM
of Income.
cards_general
Always
Assign: current_intent
=cards_general
--
^
^
Prompt: [mm0210_out_05]
Okay.
goto: mm1300_WhichCard_DM
change_of_address
Always
Assign: current_task
=change_address
--
^
^
Assign: current_intent
=change_of_address
--
^
^
Assign: final_intent
=change_of_address
--
^
^
Prompt: [mm0210_out_07]
Okay. Change Address or Phone
Number.
goto:
mm0305_IsChangeOfAddressEn
abled_DS
checks
Always
Assign: current_task =checks
--
^
^
Assign: current_intent =checks
--
^
^
Prompt: [mm0210_out_08]
Okay. Benefit Check.
goto: mm1905_Checks_DM
citizenship_general
Always
Assign: current_intent
=citizenship_general
--
^
^
Assign: final_intent
=citizenship_general
--
^
^
Prompt: [mm0210_out_40]
Okay. Citizenship.
goto: mm3000_ABRStatus_DS
Assign: current_task
=application_status
--
claims_status_general Always
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 64 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
^
^
Assign: current_intent
=claims_status_general
--
^
^
Assign: final_intent
=claims_status_general
--
^
^
Prompt: [mm0210_out_02]
Okay. Claim or Application Status.
goto:
mm0515_ApplicationStatusKBA_
DS
claims_status_new
Always
Assign: current_intent
=claims_status_new
--
^
^
Prompt: [mm0210_out_65]
Okay. Claims.
goto:
mm0810_ApplicationStatusQues
tion_DM
cost_of_living_adjustm Always
ent
Assign: current_intent
=cost_of_living_adjustment
--
^
^
Assign: final_intent
=cost_of_living_adjustment
--
^
^
Prompt: [mm0210_out_10]
Okay.
goto:
mm0300_GetCOLABroadcast_D
B
direct_deposit
Always
Assign: current_task =direct_deposit --
^
^
Assign: current_intent
=direct_deposit
--
^
^
Assign: final_intent =direct_deposit
--
^
^
Prompt: [mm0210_out_11]
Okay. Direct Deposit.
goto:
mm0323_DirectDepositMsg_PP
disability_application
Always
Assign: current_intent
=social_security_application
--
^
^
Prompt: [mm0210_out_82]
Okay. Apply for Disability benefits.
goto:
mm0810_ApplicationStatusQues
tion_DM
disability_benefits_gen Always
eral
Assign: current_intent
=disability_benefits_general
--
^
^
Prompt: [mm0210_out_48]
Okay. Disability
goto:
mm0440_DisabilityDisambig_DM
earnings_statement
Always
Assign: current_intent
=earnings_statement
--
^
^
Prompt: [mm0210_out_12]
Okay. Earnings or Benefits
Statement.
goto:
mm2000_ReceivingBenefits_DM
employment_general
Always
Assign: current_intent
=employment_general
--
^
^
Prompt: [mm0210_out_52]
Okay. Employment.
goto:
mm0450_EmploymentDisambig_
DM
field_office_locator
Always
Assign: current_task
=field_office_locator
--
^
^
Assign: current_intent
=field_office_locator
--
^
^
Assign: final_intent
=field_office_locator
--
^
^
Prompt: [mm0210_out_15]
Okay. Office Information.
goto:
mm0320_FieldOfficeLocator_SD
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 65 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
forms_general
Always
Assign: current_intent
=forms_general
--
^
^
Prompt: [mm0210_out_18]
Okay.
goto:
mm2300_FormsGeneral_DM
general
Always
Prompt: [mm0210_out_09]
goto:
I need a little more detail to get you to mm0600_BackoffMainMenu_DM
the right place. Let's try this a different
way.
internet_general
Always
Assign: current_intent
=internet_general
^
^
Assign: final_intent =internet_general --
^
^
Prompt: [mm0210_out_21]
Okay.
goto:
mm1210_InternetAddress_DM
main_menu
Always
--
goto:
mm0600_BackoffMainMenu_DM
medicare
Always
Assign: current_intent =medicare
--
^
^
Prompt: [mm0210_out_23]
Okay. Medicare.
goto:
mm1700_MedicareApplyMenu_
DM
--
medicare_replacement Always
_card
Assign: current_task =card_medicare --
^
^
Assign: current_intent
=medicare_replacement_card
--
^
^
Assign: final_intent
=medicare_replacement_card
--
^
^
Prompt: [mm0210_out_04]
Okay. Medicare Replacement Card.
goto:
mm0555_MRCMySSAWebsite_
PP
myssa_helpdesk
Always
Assign: current_task
=myssa_helpdesk
--
^
^
Assign: current_intent
=myssa_helpdesk
--
^
^
Assign: final_intent
=myssa_helpdesk
--
^
^
Prompt: [mm0210_out_89]
Okay. My Social Security Helpdesk.
goto:
mm0182_MySSAfterHoursCheck
_DS
name_or_address_verif ^
y
Assign: current_intent
=name_or_address_verify
--
^
^
Assign: final_intent
=name_or_address_verify
--
^
^
goto:
Prompt: [mm0210_out_25]
Okay. Check on an Address or Name mm0420_AddressVerifyMsg_DM
Change.
payment_late
Always
Assign: current_task =late_payment --
^
^
Assign: current_intent =payment_late --
^
^
Assign: final_intent =payment_late
--
^
^
Prompt: [mm0210_out_22]
Alright. Late Benefit Payment.
goto:
mm1910_LatePaymentMenu_D
M
replacement_general
Always
Assign: current_intent
=replacement_general
--
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 66 of 457
User Interface Specification
Version: 9.42
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07/10/2020
^
^
Prompt: [mm0210_out_75]
Okay.
goto:
mm0470_ReplacementDisambig
_DM
representative_payee
Always
Assign: current_intent
=representative_payee
--
^
^
Assign: final_intent
=representative_payee
--
^
^
Prompt: [mm0210_out_24]
Okay. Representative Payees.
goto:
mm2100_RepPayeeMenu_DM
retirement_application Always
Assign: current_intent
=social_security_application
--
^
Prompt: [mm0210_out_83]
Okay. Apply for Retirement benefits.
goto:
mm0810_ApplicationStatusQues
tion_DM
social_security_applica Always
tion
Assign: current_intent
=social_security_application
--
^
Prompt: [mm0210_out_84]
Okay. Apply for Social Security
benefits.
goto:
mm0810_ApplicationStatusQues
tion_DM
social_security_card_g Always
eneral
Assign: card_type =social_security
--
^
^
Assign: current_intent
=social_security_card_general
--
^
^
Prompt: [mm0210_out_06]
Okay. Social Security Card.
goto:
mm1100_SocialSecurityCardsM
enu_DM
^
^
social_security_number Always
_verification
Assign: current_intent
-=social_security_number_verification
^
Prompt: [mm0210_out_78]
Okay. Social Security Number
Verification.
goto:
mm0460_SSNVerification_DM
social_security_replace Always
ment_card
Assign: current_task
=social_security_replacement_card
--
^
^
Assign: current_intent
=social_security_replacement_card
--
^
^
Assign: final_intent
=social_security_replacement_card
--
^
^
Assign: card_action =replacement
--
^
^
Prompt: [mm0210_out_87]
Okay. Replacement Social Security
Card.
goto:
mm1400_SSReplacementMsg_P
P
spanish
Always
Assign: current_intent =spanish
--
^
^
Assign: final_intent =spanish
goto:
mm0050_EntryRouting_DS
ssi_application
Always
Assign: current_intent
=social_security_application
--
^
^
Prompt: [mm0210_out_85]
Okay. Apply for Supplemental
Security Income benefits.
goto:
mm0810_ApplicationStatusQues
tion_DM
supplemental_security_ Always
income
Assign: current_intent
=supplemental_security_income
--
^
Assign: final_intent
--
^
^
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 67 of 457
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Version: 9.42
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=supplemental_security_income
^
^
Prompt: [mm0210_out_26]
Okay. Supplemental Security
Income.
goto: mm1800_SSIMenu_DM
survivor_application
Always
Assign: current_intent
=social_security_application
--
^
^
Prompt: [mm0210_out_86]
Okay. Apply for Survivor benefits.
goto:
mm0810_ApplicationStatusQues
tion_DM
tax_general
Always
Assign: current_intent =tax_general
--
^
^
Assign: final_intent =tax_general
--
^
^
Prompt: [mm0210_out_20]
Okay. Tax Information.
goto:
mm0400_GetTaxesBroadcast_D
B
transcription_pamphlet Always
s
Assign: current_task
=transcription_pamphlet
--
^
^
Assign: current_intent
=transcription_pamphlets
--
^
^
Assign: final_intent
=transcription_pamphlets
--
^
^
Prompt: [mm0210_out_19]
Okay. Pamphlets.
goto:
mm0545_TranscriptionKBA_DS
transfer_appeal_new
^
Assign: current_intent
=transfer_appeal_new
--
^
^
Assign: final_intent
=transfer_appeal_new
--
^
^
Prompt: [mm0210_out_27]
Okay. File an Appeal.
goto: mm3000_ABRStatus_DS
transfer_appointment
Always
Assign: current_intent
=transfer_appointment
--
^
^
Assign: final_intent
=transfer_appointment
--
^
^
Prompt: [mm0210_out_28]
Okay. Appointment.
goto: mm3000_ABRStatus_DS
transfer_back_payment Always
Assign: current_intent
=transfer_back_payment
--
^
^
Assign: final_intent
=transfer_back_payment
--
^
^
Prompt: [mm0210_out_29]
Okay.
goto: mm3000_ABRStatus_DS
transfer_balance
Always
Assign: current_intent
=transfer_balance
--
^
^
Assign: final_intent
=transfer_balance
--
^
^
Prompt: [mm0210_out_30]
Okay. Account Balance.
goto: mm3000_ABRStatus_DS
transfer_benefits_probl Always
em
Assign: current_intent
=transfer_benefits_problem
--
^
^
Assign: final_intent
=transfer_benefits_problem
--
^
^
Prompt: [mm0210_out_31]
goto: mm3000_ABRStatus_DS
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Okay.
transfer_billing
Always
Assign: current_intent
=transfer_billing
--
^
^
Assign: final_intent =transfer_billing
--
^
^
Prompt: [mm0210_out_32]
Okay. Billing Question.
goto: mm3000_ABRStatus_DS
transfer_birth
Always
Assign: current_intent =transfer_birth --
^
^
Assign: final_intent =transfer_birth
--
^
^
Prompt: [mm0210_out_33]
Okay.
goto: mm3000_ABRStatus_DS
transfer_cancel
Always
Assign: current_intent
=transfer_cancel
--
^
^
Assign: final_intent =transfer_cancel --
^
^
Prompt: [mm0210_out_34]
Okay.
goto: mm3000_ABRStatus_DS
transfer_case_change Always
Assign: current_intent
=transfer_case_change
--
^
^
Assign: final_intent
=transfer_case_change
--
^
^
Prompt: [mm0210_out_35]
Okay.
goto: mm3000_ABRStatus_DS
transfer_check_deducti Always
ons
Assign: current_intent
=transfer_check_deductions
--
^
^
Assign: final_intent
=transfer_check_deductions
--
^
^
Prompt: [mm0210_out_46]
Okay. Benefit Check Deductions.
goto: mm3000_ABRStatus_DS
transfer_check_replace Always
ment
Assign: current_intent
=transfer_check_replacement
--
^
^
Assign: final_intent
=transfer_check_replacement
--
^
^
Prompt: [mm0210_out_37]
Okay. Replacement Benefit Check.
goto: mm3000_ABRStatus_DS
transfer_child_support Always
Assign: current_intent
=transfer_child_support
--
^
^
Assign: final_intent
=transfer_child_support
--
^
^
Prompt: [mm0210_out_38]
Okay. Child Support.
goto: mm3000_ABRStatus_DS
transfer_circuit_breaker Always
Assign: current_intent
=transfer_circuit_breaker
--
^
^
Assign: final_intent
=transfer_circuit_breaker
--
^
^
Prompt: [mm0210_out_39]
Okay.
goto: mm3000_ABRStatus_DS
transfer_claims_medic Always
are
Assign: current_intent
=transfer_claims_medicare
--
^
Assign: final_intent
=transfer_claims_medicare
--
^
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^
^
Prompt: [mm0210_out_41]
Okay. Medicare Claim.
goto: mm3000_ABRStatus_DS
transfer_claims_new
Always
Assign: current_intent
=transfer_claims_new
--
^
^
Assign: final_intent
=transfer_claims_new
--
^
^
Prompt: [mm0210_out_66]
Okay. Claims.
goto: mm3000_ABRStatus_DS
transfer_college
Always
Assign: current_intent
=transfer_college
--
^
^
Assign: final_intent =transfer_college --
^
^
Prompt: [mm0210_out_42]
Okay.
goto: mm3000_ABRStatus_DS
transfer_complaint
Always
Assign: current_intent
=transfer_complaint
--
^
^
Assign: final_intent
=transfer_complaint
--
^
^
Prompt: [mm0210_out_43]
Okay.
goto: mm3000_ABRStatus_DS
transfer_death
Always
Assign: current_intent
=transfer_death
--
^
^
Assign: final_intent =transfer_death
--
^
^
Prompt: [mm0210_out_44]
Okay.
goto: mm3000_ABRStatus_DS
transfer_debit_card
Always
Assign: current_intent
=transfer_debit_card
--
^
^
Assign: final_intent
=transfer_debit_card
--
^
^
Prompt: [mm0210_out_45]
Okay. Debit Card.
goto: mm3000_ABRStatus_DS
transfer_dependent
Always
Assign: current_intent
=transfer_dependent
--
^
^
Assign: final_intent
=transfer_dependent
--
^
^
Prompt: [mm0210_out_47]
Okay.
goto: mm3000_ABRStatus_DS
transfer_disability
Always
Assign: current_intent
=transfer_disability
--
^
^
Assign: final_intent
=transfer_disability
--
^
^
Prompt: [mm0210_out_49]
Okay. Disability.
goto: mm3000_ABRStatus_DS
transfer_divorce
Always
Assign: current_intent
=transfer_divorce
--
^
^
Assign: final_intent =transfer_divorce --
^
^
Prompt: [mm0210_out_50]
Okay.
goto: mm3000_ABRStatus_DS
transfer_earnings_gen Always
eral
Assign: current_intent
=transfer_earnings_general
--
^
Assign: final_intent
--
^
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=transfer_earnings_general
^
^
Prompt: [mm0210_out_51]
Okay. Earnings.
goto: mm3000_ABRStatus_DS
transfer_eligibility
Always
Assign: current_intent
=transfer_eligibility
--
^
^
Assign: final_intent
=transfer_eligibility
--
^
^
Prompt: [mm0210_out_13]
Okay. Benefit Eligibility.
goto: mm3000_ABRStatus_DS
transfer_employment_c Always
hange
Assign: current_intent
=transfer_employment_change
--
^
^
Assign: final_intent
=transfer_employment_change
--
^
^
Prompt: [mm0210_out_53]
Okay.
goto: mm3000_ABRStatus_DS
transfer_fax
Always
Assign: current_intent =transfer_fax --
^
^
Assign: final_intent =transfer_fax
--
^
^
Prompt: [mm0210_out_54]
Okay.
goto: mm3000_ABRStatus_DS
transfer_food_stamps
Always
Assign: current_intent
=transfer_food_stamps
--
^
^
Assign: final_intent
=transfer_food_stamps
--
^
^
Prompt: [mm0210_out_55]
Okay. Food Stamps.
goto: mm3000_ABRStatus_DS
transfer_forms_w2
Always
Assign: current_intent
=transfer_forms_w2
--
^
^
Assign: final_intent
=transfer_forms_w2
--
^
^
Prompt: [mm0210_out_81]
Okay. W2 Forms.
goto: mm3000_ABRStatus_DS
transfer_fraud
Always
Assign: current_intent
=transfer_fraud
--
^
^
Assign: final_intent =transfer_fraud
--
^
^
Prompt: [mm0210_out_56]
Okay.
goto: mm3000_ABRStatus_DS
transfer_housing
Always
Assign: current_intent
=transfer_housing
--
^
^
Assign: final_intent
=transfer_housing
--
^
^
Prompt: [mm0210_out_57]
Okay.
goto: mm3000_ABRStatus_DS
transfer_insurance
Always
Assign: current_intent
=transfer_insurance
--
^
^
Assign: final_intent
=transfer_insurance
--
^
^
Prompt: [mm0210_out_58]
Okay. Insurance.
goto: mm3000_ABRStatus_DS
transfer_legal
Always
Assign: current_intent
=transfer_legal
--
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^
^
Assign: final_intent =transfer_legal
--
^
^
Prompt: [mm0210_out_59]
Okay.
goto: mm3000_ABRStatus_DS
transfer_letter
Always
Assign: current_intent
=transfer_letter
--
^
^
Assign: final_intent =transfer_letter
--
^
^
Prompt: [mm0210_out_60]
Okay.
goto: mm3000_ABRStatus_DS
transfer_license
Always
Assign: current_intent
=transfer_license
--
^
^
Assign: final_intent =transfer_license --
^
^
Prompt: [mm0210_out_61]
Okay. License.
goto: mm3000_ABRStatus_DS
transfer_loans
Always
Assign: current_intent
=transfer_loans
--
^
^
Assign: final_intent =transfer_loans
--
^
^
Prompt: [mm0210_out_62]
Okay. Loans.
goto: mm3000_ABRStatus_DS
transfer_marriage
Always
Assign: current_intent
=transfer_marriage
--
^
^
Assign: final_intent
=transfer_marriage
--
^
^
Prompt: [mm0210_out_63]
Okay.
goto: mm3000_ABRStatus_DS
transfer_military_servic Always
e
Assign: current_intent
=transfer_military_service
--
^
^
Assign: final_intent
=transfer_military_service
--
^
^
Prompt: [mm0210_out_64]
Okay. Military Service.
goto: mm3000_ABRStatus_DS
transfer_password
Always
Assign: current_intent
=transfer_password
--
^
^
Assign: final_intent
=transfer_password
--
^
^
Prompt: [mm0210_out_67]
Okay. Pin or Password.
goto: mm3000_ABRStatus_DS
transfer_payment_amo Always
unt
Assign: current_intent
=transfer_payment_amount
--
^
^
Assign: final_intent
=transfer_payment_amount
--
^
^
Prompt: [mm0210_out_68]
Okay. Payment Amount.
goto: mm3000_ABRStatus_DS
transfer_payment_arra Always
ngement
Assign: current_intent
=transfer_payment_arrangement
--
^
^
Assign: final_intent
=transfer_payment_arrangement
--
^
^
Prompt: [mm0210_out_69]
Okay. Payment Arrangements.
goto: mm3000_ABRStatus_DS
Assign: current_intent
=transfer_payment_over
--
transfer_payment_over Always
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^
^
Assign: final_intent
=transfer_payment_over
--
^
^
Prompt: [mm0210_out_70]
Okay.
goto: mm3000_ABRStatus_DS
transfer_payment_stop Always
Assign: current_intent
=transfer_payment_stop
--
^
^
Assign: final_intent
=transfer_payment_stop
--
^
^
Prompt: [mm0210_out_71]
Okay.
goto: mm3000_ABRStatus_DS
transfer_pension
Always
Assign: current_intent
=transfer_pension
--
^
^
Assign: final_intent
=transfer_pension
--
^
^
Prompt: [mm0210_out_72]
Okay. Pensions.
goto: mm3000_ABRStatus_DS
transfer_refund
Always
Assign: current_intent
=transfer_refund
--
^
^
Assign: final_intent =transfer_refund --
^
^
Prompt: [mm0210_out_74]
Okay. Refunds.
goto: mm3000_ABRStatus_DS
transfer_retirement
Always
Assign: current_intent
=transfer_retirement
--
^
^
Assign: final_intent
=transfer_retirement
--
^
^
Prompt: [mm0210_out_76]
Okay. Retirement Benefits.
goto: mm3000_ABRStatus_DS
transfer_return_call
Always
Assign: current_intent
=transfer_return_call
--
^
^
Assign: final_intent
=transfer_return_call
--
^
^
Prompt: [mm0210_out_77]
Okay.
goto: mm3000_ABRStatus_DS
transfer_ssi_change
Always
Assign: current_intent
=transfer_ssi_change
--
^
^
Assign: final_intent
=transfer_ssi_change
--
^
^
Prompt: [mm0210_out_36]
goto: mm3000_ABRStatus_DS
Okay. Update Supplemental Security
Income Benefits.
transfer_tax_withholdin Always
g
Assign: current_intent
=transfer_tax_withholding
--
^
^
Assign: final_intent
=transfer_tax_withholding
--
^
^
Prompt: [mm0210_out_79]
Okay.
goto: mm3000_ABRStatus_DS
update_information
Always
Assign: current_intent
=update_information
--
^
^
Prompt: [mm0210_out_80]
goto:
Okay. Change or Update Information. mm0910_UpdatePersonalInfo_D
M
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Confirmation Prompts
Option
Condition
Name
Wording
1099_benefit Always
s_statement
mm0210_cnf_ini_ You're calling about your '1099' statement. Right?
14
aca_info
mm0210_cnf_ini_ You're calling about health insurance information.
88
Right?
Always
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.
02
Right?
benefits_gen Always
eral
mm0210_cnf_ini_ Sounds like you're calling about 'Benefits' Right?
03
benefits_othe Always
r
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
72
income. Right?
cards_genera Always
l
mm0210_cnf_ini_ Sounds like you're calling about a 'Card.' Is that
05
right?
change_of_a Always
ddress
mm0210_cnf_ini_ You'd like to change the address or phone number
06
on file. Right?
checks
mm0210_cnf_ini_ Sounds like you're calling about a benefits payment.
07
Is that right?
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
01
application. Right?
claims_status Always
_new
mm0210_cnf_ini_ Sounds like you're calling about a claim or
64
application. Is that right?
cost_of_living Always
_adjustment
mm0210_cnf_ini_ You're calling about the Cost of Living Adjustment.
08
Right?
direct_deposi Always
t
mm0210_cnf_ini_ You're calling about direct deposit. Right?
09
disability_app Always
lication
mm0210_cnf_ini_ You're calling to apply for disability benefits. Right?
81
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'
10
Statement. Right?
employment_ Always
general
mm0210_cnf_ini_ Sounds like you're calling about employment. Is that
51
right?
field_office_lo Always
cator
mm0210_cnf_ini_ You'd like information about a Social Security office.
13
Right?
forms_genera Always
l
mm0210_cnf_ini_ Sounds like you're calling about a 'form.' Is that
16
right?
internet_gene Always
ral
mm0210_cnf_ini_ You're calling about our website. Right?
19
main_menu
mm0210_cnf_ini_ Sounds like you want to go back to the main menu.
82
Is that right?
Always
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medicare
Always
07/10/2020
mm0210_cnf_ini_ Sounds like you're calling about Medicare benefits.
21
Is that right?
medicare_rep Always
lacement_car
d
mm0210_cnf_ini_ You're calling about your 'Medicare card.' Right?
04
myssa_helpd Always
esk
mm0210_cnf_ini_ You need help with the My Social Security website.
89
Right?
name_or_add Always
ress_verify
mm0210_cnf_ini_ Sounds like you're calling about a recent name or
23
address change. 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
74
or document. Is that right?
representativ Always
e_payee
mm0210_cnf_ini_ Sounds like you're calling about 'Representative
22
Payees.' Is that right?
retirement_ap Always
plication
mm0210_cnf_ini_ You're calling to apply for retirement benefits. Right?
83
social_securit Always
y_application
mm0210_cnf_ini_ You're calling to apply for social security benefits.
84
Right?
social_securit Always
y_card_gener
al
mm0210_cnf_ini_ Sounds like you're calling about a 'Social Security
33
card' or a 'Social Security number'. Is that right?
social_securit Always
y_number_ve
rification
mm0210_cnf_ini_ You're calling to verify a Social Security number.
77
Right?
social_securit Always
y_replaceme
nt_card
mm0210_cnf_ini_ You're calling about your 'Social Security card.'
87
Right?
ssi_applicatio Always
n
mm0210_cnf_ini_ You're calling to apply for supplemental security
85
income benefits. Right?
supplemental Always
_security_inc
ome
mm0210_cnf_ini_ You're calling about 'Supplemental Security Income'
24
benefits. Right?
survivor_appli Always
cation
mm0210_cnf_ini_ You're calling to apply for survivor benefits. Right?
86
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
17
right?
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
29
benefits. Right?
transfer_billin Always
g
mm0210_cnf_ini_ Sounds like you have a billing question. Is that
30
right?
transfer_birth Always
mm0210_cnf_ini_ Sounds like you're calling about a birth date or birth
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certificate. Right?
transfer_canc Always
el
mm0210_cnf_ini_ Sounds like you're calling to cancel benefits or direct
32
deposit. Right?
transfer_case Always
_change
mm0210_cnf_ini_ You're calling about your Social Security case.
34
Right?
transfer_chec Always
k_deductions
mm0210_cnf_ini_ You're calling about a change to, or deductions from,
45
your benefits 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
38
information. Is that 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
42
right?
transfer_deat Always
h
mm0210_cnf_ini_ You're calling to report a death or get information
43
about death benefits. Right?
transfer_debit Always
_card
mm0210_cnf_ini_ Sounds like you're calling about a 'Debit Card.' Is
44
that right?
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
48
report. Is that right?
transfer_divor Always
ce
mm0210_cnf_ini_ Sounds like you're calling about a divorce. Is that
49
right?
transfer_earni Always
ngs_general
mm0210_cnf_ini_ Sounds like you're calling about earnings. Is that
50
right?
transfer_eligi Always
bility
mm0210_cnf_ini_ Sounds like you have a question about eligibility for
11
benefits. Is that right?
transfer_empl Always
oyment_chan
ge
mm0210_cnf_ini_ You're calling about a change to your employment.
52
Is that right?
transfer_fax
mm0210_cnf_ini_ Sounds like you're calling to get a fax number or a
53
document faxed. Is that right?
Always
transfer_food Always
_stamps
mm0210_cnf_ini_ Sounds like you're calling about food stamps. Is that
54
right?
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
57
right?
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transfer_legal Always
mm0210_cnf_ini_ Sounds like you're calling about a legal issue. Is
58
that right?
transfer_letter Always
mm0210_cnf_ini_ Sounds like you're calling about a letter. Is that
59
right?
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
62
that right?
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
66
right?
transfer_pay Always
ment_amount
mm0210_cnf_ini_ Sounds like you're calling about a payment amount.
67
Is that right?
transfer_pay Always
ment_arrang
ement
mm0210_cnf_ini_ Sounds like you're calling about a payment
68
arrangement. Is that right?
transfer_pay Always
ment_over
mm0210_cnf_ini_ Sounds like you're calling about an overpayment. Is
69
that right?
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
71
right?
transfer_refu Always
nd
mm0210_cnf_ini_ You're calling about a refund. Right?
73
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
35
Security Income benefits. Is that right?
transfer_tax_ Always
withholding
mm0210_cnf_ini_ Sounds like you're calling about tax withholding. Is
78
that right?
update_infor Always
mation
mm0210_cnf_ini_ Your calling to change or update information. Is that
79
right?
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]
goto:
Recovery Behavior
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 77 of 457
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noinput 1
07/10/2020
--
Let's try this a different way.
mm0600_BackoffMainMenu_DM
Prompt: [mm0210_ni1_01]
Let's try this a different way.
goto:
mm0600_BackoffMainMenu_DM
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
Database Call
Database lookup to retrieve information related to the cost of living adjustment Broadcast message.
Entering From
mm0210_SFMainMenu_DM, mm0303_AskRepeatCola_DM
Input parameters
Parameter
Value
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 when the message needs to be played.
colaActiveFlag
Indicator that determines if the message is active or not.
Actions
Condition
Action
Transition
If COLA Broadcast available
--
goto: mm0304_COLABroadcastMsg_PP
Else
--
goto: mm0301_GetCOLABroadcast_DS
Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
10/30/2015 - Added db state back in.
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 78 of 457
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mm0301_GetCOLABroadcast_DS
Decision
Check to see if dynamic COLA messaging should be played.
Entering From
mm0300_GetCOLABroadcast_DB
Actions
Condition
Action
Transition
If COLA information is available
--
goto: mm0302_COLAMsg_PP
Else
--
throwevent: event=event.operator
Developer Notes
If any of these varialbes are null, then the Cola information is not available and caller needs to be transferred.
colaYear
colaRate
colaSsiPaymentDate
colaSsPaymentDate
mm0302_COLAMsg_PP
Complex Play Prompt
This state plays the pre-recorded cost of living adjustment information dynamically.
Entering From
mm0301_GetCOLABroadcast_DS, mm0303_AskRepeatCola_DM
Actions
Condition
Action
Transition
Always
Prompt: [mm0302_out_01]
The...
--
^
Prompt: [mm0302_out_02]
{colaYear /medial /CPR=date/example=
two thousand sixteen}
--
^
Prompt: [mm0302_out_03]
-...cost-of-living adjustment, or COLA, for
Social Security and Supplemental Security
Income, or, SSI beneficiaries, will be...
^
Prompt: [mm0302_out_04]
{colaRate /final
/CPR=number/example=one point seven
percent}
^
Prompt: [mm0302_out_05]
-Changes in payment amount resulting
from the COLA, will be included in the SSI
payments dated...
^
Prompt: [mm0302_out_06]
-{colaSsiPaymentDate /medial
/CPR=date/example=December thirty first
two thousand sixteen}
^
Prompt: [mm0302_out_07]
... and the Social Security payments
dated...
--
^
Prompt: [mm0302_out_08]
{colaSsPaymentDate /final
--
Nuance Communications
Social Security Administration
CONFIDENTIAL
--
Page 79 of 457
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/CPR=date/example=January two
thousand sixteen}
If Cola Premium Amount is not null
Prompt: [mm0302_out_09]
The Centers for Medicare and Medicaid
Services have announced that the
standard Medicare Part B premium for...
--
^
Prompt: [mm0302_out_10]
{colaYear /medial /CPR=date/example=
two thousand sixteen}
--
^
Prompt: [mm0302_out_11]
...is...
--
^
Prompt: [mm0302_out_12]
{colaPremiumAmount
/medial/CPR=currency/example=one
hundred four dollars and ninety cents}
--
^
Prompt: [mm0302_out_13]
... per month.
--
Else (If Medicare Part B premium is null)
Prompt: [mm0302_out_23]
The Centers for Medicare and Medicaid
Services have not yet announced the
standard Medicare Part B premium for...
--
^
Prompt: [mm0302_out_24]
{colaYear /final /CPR=date/example= two
thousand sixteen}
--
^
Prompt: [mm0302_out_25]
We will update this message after
announcement of the new Medicare
premium amount.
--
Always
Prompt: [mm0302_out_14]
<500ms silence>
goto: mm0303_AskRepeatCola_DM
Developer Notes
9/4/15 - Changed mm0302_COLAMsg_PP state to dynamic play prompt as part of CR 332.
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, mm0304_COLABroadcastMsg_PP
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm0303_ini_01
Now, would you like to hear that again?
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes, yes please
// yes
1
Never
no, no thanks
// no
2
Never
Grammar
Actions
Option
Condition
Nuance Communications
Action
Social Security Administration
CONFIDENTIAL
Transition
Page 80 of 457
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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:
mm0300_GetCOLABroadcast_D
B
Type
Condition
Action
Transition
nomatch 1
Always
Prompt: [mm0303_nm1_01]
Re-Recognition:
Let's try again...Would you like to hear
that COLA information again?
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]
goto: mm0200_SFToggle_DS
Sorry we're having trouble. To speak
with someone, say 'Agent.'
Otherwise,...
nomatch 3
Else (office_hours=false)
Prompt: [mm0303_nm3_02]
goto: mm0200_SFToggle_DS
Sorry we're having trouble. Let's keep
going...
noinput 1
Always
Prompt: [mm0303_ni1_01]
If you'd like me to repeat that COLA
information, say 'Yes' or press 1. If
not, say 'No' or press 2.
Re-Recognition:
noinput 2
If office_hours=true
Prompt: [mm0303_ni2_01]
To speak with someone, press 0.
Otherwise,...
goto: mm0200_SFToggle_DS
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
--
mm0304_COLABroadcastMsg_PP
Simple Play Prompt
This state plays the COLA Broadcast message.
Entering From
mm0300_GetCOLABroadcast_DB
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 81 of 457
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Version: 9.42
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Actions
Condition
Action
Example
Prompt: [mm0304_out_01]
-By law, there will not be an automatic
increase, also known as a cost-of-living
adjustment or COLA, in Social Security
benefits or Supplemental Security Income
payments in two thousand sixteen.
Additional information is available on our
web site at w w w dot social security dot g
o v slash cola. Our telephone agents and
field office staff do not have any additional
information about the two thousand sixteen
COLA.
Transition
Always
Prompt: [colaBroadcastPrompt.wav]
--
Always
Prompt: [mm0304_out_02]
<500ms silence>
goto: mm0303_AskRepeatCola_DM
Developer Notes
10/30/15 - Created new state to play back simple COLA broadcast message.
mm0305_IsChangeOfAddressEnabled_DS
Decision
Identifies if change of address is enabled or not and transitions accordingly.
Entering From
mm0210_SFMainMenu_DM, mm0430_AddressDisambig_DM, mm0910_UpdatePersonalInfo_DM, mm1110_UpdatePersonalInfo_DM
Actions
Condition
If current_task =
change_address
If coa_active = false
Else
Action
Transition
--
goto:
mm0306_ChangeOfAddressMsg_PP
--
goto: mm0310_ChangeOfAddress_SD
Developer Notes
--
mm0306_ChangeOfAddressMsg_PP
Simple Play Prompt
Informs callers that they will need their bank routing number and account number in order to continue.
New state added as part of CR 541 Sept 2019.
Entering From
mm0305_IsChangeOfAddressEnabled_DS
Actions
Condition
Action
Transition
Always
Prompt: [mm0306_out_01]
To change your address, you must have
your complete old and new address
information available. If you have this
information, please hold. If you do not
goto: mm0327_ExpressCallService_DM
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 82 of 457
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have this information, call us back once
you locate it so that we can assist you.
Developer Notes
--
mm0310_ChangeOfAddress_SD
Subdialog Call
Subdialog call for Change of Address
Entering From
mm0305_IsChangeOfAddressEnabled_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
Elseif coa_transaction_status=effective_later
--
goto: mm3000_ABRStatus_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, mm0430_AddressDisambig_DM, mm0460_SSNVerification_DM, mm0530_BenefitsStatement_SD,
mm0600_BackoffMainMenu_DM, mm1430_SocialSecurityCardMenu_DM, mm1520_GetForm_DM, mm1600_SubmitForm_DM,
mm2120_ChangeMsg_DM, mm2200_BecomePayee_DM
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 83 of 457
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Dialog called
Proceed to initial node in:
FieldOfficeLocator
Input parameters
Parameter
Value
--
--
Output parameters
Variable
Subdialog Variable
--
--
Actions
Condition
Action
Transition
If
If card_type=both
fol_transaction_status=suc
cess
Prompt: [mm0320_out_01]
Now let's take care of your Medicare
card...
goto: mm1105_MedicareCardsMenu_DM
^
Prompt: [mm0320_out_02]
If you're finished, feel free to hang up.
Otherwise...
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
--
mm0323_DirectDepositMsg_PP
Simple Play Prompt
Informs callers that they can enroll or make changes to their Direct Deposit online.
Updated as part of CR 541 Sept 2019.
Entering From
mm0210_SFMainMenu_DM, mm0610_BackoffOtherOptionsMenu_DM, mm0700_Benefits_DM, mm0910_UpdatePersonalInfo_DM
Actions
Condition
Action
Always
Prompt: [mm0323_out_01]
goto:
mm0325_IsDirectDepositEnabled_DS
Did you know you can enroll in or make
changes to your direct deposit account by
going online and using your
MySocialSecurity account? Go to www dot
Social Security dot G-O-V and click on my
Social Security. If you are calling to
change your bank information, you will
need the bank routing number and account
number currently on your record. If you
have this information, please hold. If you
do not have this information, call us back
once you locate it so that we can assist
you.
Always
Prompt: [mm0323_out_01]
Did you know you can enroll in or make
Nuance Communications
Transition
Social Security Administration
CONFIDENTIAL
goto:
mm0325_IsDirectDepositEnabled_DS
Page 84 of 457
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changes to your direct deposit account by
going online and using your
MySocialSecurity account? Go to www dot
Social Security dot G-O-V and click on my
Social Security. To change your direct
deposit, you must have your current bank
routing number and account number. If
you have this information, please hold. If
you do not have this information, call us
back once you locate it so that we can
assist you.
Developer Notes
--
mm0325_IsDirectDepositEnabled_DS
Decision
Identifies if direct deposit is enabled or not and transitions accordingly.
Entering From
mm0323_DirectDepositMsg_PP
Actions
Condition
Action
Transition
If current_task =
direct_deposit
If direct_deposit_active =
false
--
goto: mm0327_ExpressCallService_DM
^
Else
--
goto: mm0330_DirectDeposit_SD
Developer Notes
--
mm0327_ExpressCallService_DM
YesNo Recognition
Asks the caller if they ALSO want to update their direct deposit or change of address.
New state added as part of CR 541 Sept 2019.
Entering From
mm0306_ChangeOfAddressMsg_PP, mm0325_IsDirectDepositEnabled_DS
Initial Prompts
Type
Condition
Name
Wording
initial
If final_intent == direct_deposit
mm0327_ini_01
Do you also want to change your address?
initial
Else // If final_intent == change_of_address
mm0327_ini_02
Do you also want to update your direct deposit
information?
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes
1
Never
no
2
Never
Grammar
Actions
Option
Condition
Action
Transition
yes
If final_intent == direct_deposit
Prompt: [mm0327_out_03]
--
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 85 of 457
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Alright. Please make sure you ALSO
have your complete old and new
address information available.
^
Else // If final_intent == change_of_address
Prompt: [mm0327_out_02]
-Alright. Please make sure you ALSO
have your current bank routing
number and account number
available.
^
Always
Comment: .
goto:
mm0329_AnythingElse_DM
no
Always
Comment: .
goto:
mm0329_AnythingElse_DM
Condition
Action
Transition
nomatch 1
If final_intent == direct_deposit
Prompt: [mm0327_nm1_01]
-Do you also want to change your
address in *addition* to updating your
direct deposit information? Please say
Yes or No.
nomatch 1
Else // If final_intent == change_of_address
Prompt: [mm0327_nm1_02]
-Do you also want to update your
direct deposit information in *addition*
to changing your address? Please
say Yes or No.
nomatch 2
If final_intent == direct_deposit
Prompt: [mm0327_nm2_01]
-Sorry. If you need to change your
address in *addition* to updating your
direct deposit information, say 'Yes' or
press 1. If not, say 'No' or press 2.
nomatch 2
Else // If final_intent == change_of_address
Prompt: [mm0327_nm2_02]
-Sorry. If you need to update your
direct deposit information in *addition*
to changing your address, 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]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
noinput 1
If final_intent == direct_deposit
Prompt: [mm0327_ni1_01]
-If you'd like to change your address in
*addition* to updating your direct
deposit, say 'Yes' or press 1. If not,
say 'No' or press 2.
noinput 1
Else // If final_intent == change_of_address
Prompt: [mm0327_ni1_02]
If you'd like to update your direct
deposit in *addition to changing your
address, say 'Yes' or press 1. If not,
say 'No' or press 2.
noinput 2
If final_intent == direct_deposit
Prompt: [mm0327_ni2_01]
-Sorry. To change your address in
*addition* to updating your direct
deposit information, say 'Yes' or press
1. If not, say 'No' or press 2.
noinput 2
Else // If final_intent == change_of_address
Prompt: [mm0327_ni2_02]
Sorry. To update your direct deposit
information in *addition* to changing
your address, say 'Yes' or press 1. If
not, say 'No' or press 2.
Recovery Behavior
Type
Nuance Communications
Social Security Administration
CONFIDENTIAL
--
--
--
Page 86 of 457
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noinput 3
Always
Assign: transfer_reason =error
--
noinput 3
Always
Prompt: [gl_ni3_01]
goto: mm3000_ABRStatus_DS
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
--
mm0329_AnythingElse_DM
YesNo Recognition
New state added as part of CR 541 Sept 2019.
Entering From
mm0327_ExpressCallService_DM
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm0329_ini_01
Now, will you need help with anything ELSE today?
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes
1
Never
no
2
Never
Grammar
Actions
Option
Condition
Action
Transition
yes
--
--
goto: mm3000_ABRStatus_DS
no
--
Assign: isSkillTransfer =false
goto: mm3000_ABRStatus_DS
Type
Condition
Action
Transition
nomatch 1
Always
Prompt: [mm0329_nm1_01]
Do you need help with anything else
BESIDES changing your address or
updating your direct deposit? Please
say Yes or No.
--
nomatch 2
Always
Prompt: [mm0329_nm2_01]
-If you need help with anything else
BESIDES changing your address or
updating your direct deposit, 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]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
Recovery Behavior
Nuance Communications
Social Security Administration
CONFIDENTIAL
--
Page 87 of 457
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noinput 1
Always
Prompt: [mm0329_ni1_01]
-Sorry. Do you need help with anything
else BESIDES changing your address
or updating your direct deposit
information? Please say Yes or No.
noinput 2
Always
Prompt: [mm0329_ni2_01]
-Sorry. If you need help with anything
else BESIDES changing your address
or updating your direct deposit
information, 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]
goto: mm3000_ABRStatus_DS
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
Created new boolen variable isSkillTransfer with default to false. It will be passed to ICM to assist with call routing.
mm0330_DirectDeposit_SD
Subdialog Call
Subdialog call for Direct Deposit
Entering From
mm0325_IsDirectDepositEnabled_DS
Dialog called
Proceed to initial node in:
DirectDeposit
Input parameters
Parameter
Value
--
--
Output parameters
Variable
Subdialog Variable
--
--
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
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 88 of 457
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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
Database Call
Database lookup to retrieve information related to the tax informational Broadcast message.
Entering From
mm0210_SFMainMenu_DM, mm0410_AskRepeatTaxes_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 when the message needs to be played.
taxActiveFlag
Indicator that determines if the message is active or not.
Actions
Condition
Action
Transition
If tax Broadcast available
--
goto: mm0405_TaxBroadcastMsg_PP
Else
--
goto: mm0401_GetTaxesBroadcast_DS
Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
10/30/2015 - Added db state back in.
mm0401_GetTaxesBroadcast_DS
Decision
Check to see if dynamic tax messaging should be played.
Entering From
mm0400_GetTaxesBroadcast_DB
Actions
Condition
Action
Transition
If tax information is available
--
goto: mm0404_TaxesMsg_PP
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 89 of 457
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Else
07/10/2020
--
throwevent: event=event.operator
Developer Notes
If any of these variables are null, then the Tax information is not available and caller needs to be transferred.
taxYear
taxAmount1SelfEmp
taxAmount2MaxTax
taxAmount3MaxSs
taxRate1ContEe
taxRate2ConSelfEmp
taxRate3SsTax
taxRate4MedTax
mm0404_TaxesMsg_PP
Complex Play Prompt
This state plays the pre-recorded tax information message.
Entering From
mm0401_GetTaxesBroadcast_DS, mm0410_AskRepeatTaxes_DM
Actions [Barge-in is OFF]
Condition
Action
Always
Prompt: [mm0404_out_05]
-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...
^
Prompt: [mm0404_out_06]
{taxAmount1SelfEmp /medial
/CPR=currency/example=four hundred
dollars}
--
^
Prompt: [mm0404_out_07]
...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.
--
^
Prompt: [mm0404_out_08]
<500ms silence>
--
^
Prompt: [mm0404_out_09]
The...
--
^
Prompt: [mm0404_out_10]
-{taxYear/medial /CPR=date/example= two
thousand sixteen}
^
Prompt: [mm0404_out_11]
...contribution rate is...
--
^
Prompt: [mm0404_out_12]
{taxRate2ConSelfEmp /medial
/CPR=natnum/example=seven point six
five}
--
^
Prompt: [mm0404_out_13]
...percent...
--
^
Prompt: [mm0404_out_14]
--
Nuance Communications
Transition
Social Security Administration
CONFIDENTIAL
Page 90 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
... for employees and...
^
Prompt: [mm0404_out_15]
{taxRate2ConSelfEmp /medial
/CPR=natnum/example=seven point six
five}
--
^
Prompt: [mm0404_out_16]
...percent...
--
^
Prompt: [mm0404_out_17]
-... for self-employed people. The rates are
broken out as follows: The Social Security
tax rate is...
^
Prompt: [mm0404_out_18]
{taxRate3SsTax /medial
/CPR=natnum/example=seven point six
five}
--
^
Prompt: [mm0404_out_19]
...percent...
--
^
Prompt: [mm0404_out_20]
-...up to the maximum taxable amount of...
^
Prompt: [mm0404_out_21]
{taxAmount2MaxTax /medial
/CPR=currency/example=four hundred
dollars}
--
^
Prompt: [mm0404_out_22]
...in...
--
^
Prompt: [mm0404_out_23]
-{taxYear /medial /CPR=date/example= two
thousand sixteen}
^
Prompt: [mm0404_out_24]
Thus, the maximum Social Security tax
withheld is...
--
^
Prompt: [mm0404_out_25]
{taxAmount3MaxSs /final
/CPR=currency/example=four hundred
dollars}
--
^
Prompt: [mm0404_out_26]
The Medicare tax rate is...
--
^
Prompt: [mm0404_out_27]
{taxRate4MedTax /medial
/CPR=natnum/example=seven point six
five}
--
^
Prompt: [mm0404_out_28]
...percent.
--
^
Prompt: [mm0404_out_29]
-Both amounts are doubled for selfemployed individuals. When you have
more than one job in a year, each of your
employers must withhold Social Security
taxes on your wages without regard to
what the other employers may have
withheld. You may then end up with total
Social Security taxes withheld that exceed
the maximum.
^
Prompt: [mm0404_out_30]
<500ms silence>
--
^
Prompt: [mm0404_out_31]
--
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 91 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
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.
Prompt: [mm0404_out_32]
<500ms silence>
Always
goto: mm0410_AskRepeatTaxes_DM
Developer Notes
--
mm0405_TaxBroadcastMsg_PP
Simple Play Prompt
This state plays the Tax Broadcast message.
Entering From
mm0400_GetTaxesBroadcast_DB
Actions
Condition
Action
Transition
^
Prompt: [taxBroadcastPrompt.wav]
--
Always
Prompt: [mm0405_out_06]
<500ms silence>
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
mm0404_TaxesMsg_PP, mm0405_TaxBroadcastMsg_PP
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm0410_ini_01
Now, would you like to hear that again?
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes, yes please
// yes
1
Never
no, no thanks
// no
2
Never
Grammar
Actions
Option
Condition
Action
Transition
no
Always
Prompt: [mm0410_out_01]
goto: mm0200_SFToggle_DS
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 92 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
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.
Always
Prompt: [mm0410_out_02]
Sure.
goto:
mm0400_GetTaxesBroadcast_D
B
Type
Condition
Action
Transition
nomatch 1
Always
Prompt: [mm0410_nm1_01]
Re-Recognition:
Let's try again...Would you like to hear
that tax information again?
nomatch 2
Always
Prompt: [mm0410_nm2_01]
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]
goto: mm0200_SFToggle_DS
Sorry we're having trouble. To speak
with someone, say 'Agent.'
Otherwise,...
nomatch 3
Else (office_hours=false)
Prompt: [mm0410_nm3_02]
goto: mm0200_SFToggle_DS
Sorry we're having trouble. Let's keep
going...
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]
To speak with someone, press 0.
Otherwise,...
goto: mm0200_SFToggle_DS
noinput 2
Else (office_hours=false)
Prompt: [mm0410_ni2_02]
Let's keep going...
goto: mm0200_SFToggle_DS
yes
Recovery Behavior
Re-Recognition:
Commands: State-Specific Behavior
Type
Condition
Action
Transition
repeat
--
--
goto: mm0404_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
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 93 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
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 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?
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes, yes please
// yes
1
Never
no, no thanks
// no
2
Never
Grammar
Actions
Option
Condition
Action
Transition
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.
yes
Always
Prompt: [mm0420_out_02]
Sure.
Re-Recognition: Reprompt
Type
Condition
Action
Transition
nomatch 1
Always
Prompt: [mm0420_nm1_01]
Re-Recognition:
Let's try again...Would you like to hear
that information again?
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]
goto: mm0200_SFToggle_DS
Sorry we're having trouble. To speak
with someone, say 'Agent.'
Otherwise,...
nomatch 3
Else (office_hours=false)
Prompt: [mm0420_nm3_02]
goto: mm0200_SFToggle_DS
Sorry we're having trouble. Let's keep
going...
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]
To speak with someone, press 0.
goto: mm0200_SFToggle_DS
Recovery Behavior
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 94 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
Otherwise,...
noinput 2
Prompt: [mm0420_ni2_02]
Let's keep going...
Else (office_hours=false)
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
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'?
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
Grammar
Actions
Option
Condition
Action
Transition
update_address
Always
Assign: current_task
=change_address
--
^
^
Assign: final_intent
=change_of_address
--
^
^
Prompt: [mm0430_out_01]
All right.
goto:
mm0305_IsChangeOfAddressEn
abled_DS
office
Always
Assign: current_task
=field_office_locator
--
^
^
Assign: final_intent
=field_office_locator
--
^
^
Prompt: [mm0430_out_02]
All right.
goto:
mm0320_FieldOfficeLocator_SD
Confirmation Prompts
Option
Condition
Nuance Communications
Name
Social Security Administration
CONFIDENTIAL
Wording
Page 95 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
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.
02
Right?
Always
Confirmation Recovery Behavior
See 1.3 Global Confirmation
Recovery Behavior
Type
Condition
Action
Transition
nomatch 1
Always
Prompt: [mm0430_nm1_01]
Re-Recognition:
Let's try again...You can say 'Update
Address' or 'Find an Office'.
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]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
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]
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.
noinput 3
Always
Assign: transfer_reason =error
noinput 3
Always
Prompt: [gl_ni3_01]
goto: mm3000_ABRStatus_DS
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
--
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
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 96 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
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'.
Sample Expressions
DTMF
Reco Var/Option
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
Grammar
Confirm
If Necessary
If Necessary
Actions
Option
Condition
Action
Transition
apply
Always
Assign: final_intent =apply
--
^
^
Prompt: [mm0440_out_01]
All right.
goto: mm3000_ABRStatus_DS
claim_status
Always
Assign: current_task
=application_status
--
^
^
Assign: final_intent
=claims_status_general
--
^
^
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
Assign: final_intent = --
^
^
Prompt: [mm0440_out_04]
All right.
goto: mm3000_ABRStatus_DS
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
Transition
nomatch 1
Always
Prompt: [mm0440_nm1_01]
Re-Recognition:
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 97 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
Let's try again...You can say 'Apply for
Benefits', 'Claim Status', 'Benefit
Check', or 'It's Something Else'.
nomatch 2
Always
Prompt: [mm0440_nm2_01]
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.
Re-Recognition:
nomatch 3
Always
Assign: transfer_reason =error
--
nomatch 3
Always
Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
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]
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.
Re-Recognition:
noinput 3
Always
Assign: transfer_reason =error
--
noinput 3
Always
Prompt: [gl_ni3_01]
goto: mm3000_ABRStatus_DS
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
5/4/2015 - Added two synonyms for option 1 "Apply" and "Apply for benefits" and have confirmation set to ALWAYS: "yes" and "okay"
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
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 98 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
Initial Prompts
Type
Condition
Name
Wording
initial
Always
mm0450_ini_01
Do you need a copy of your work history?
Sample Expressions
DTMF
Reco Var/Option
yes
1
no
2
Grammar
Confirm
Actions
Option
Condition
Action
Transition
no
Always
Assign: final_intent = --
^
^
Prompt: [mm0450_out_01]
All right.
goto: mm3000_ABRStatus_DS
yes
Always
Assign: current_task
=transcription_7004
--
^
^
Assign: final_intent
=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]
Sorry. If you need a copy of your
work history, say 'Yes' or press 1. If
not, say 'No' or press 2.
Re-Recognition:
nomatch 3
Always
Assign: transfer_reason =error
--
nomatch 3
Always
Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
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]
Sorry. If you need a copy of your
work history, say 'Yes' or press 1. If
not, say 'No' or press 2.
Re-Recognition:
noinput 3
Always
Assign: transfer_reason =error
--
noinput 3
Always
Prompt: [gl_ni3_01]
goto: mm3000_ABRStatus_DS
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
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 99 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
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 to 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'.
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
Grammar
Actions
Option
Condition
Action
Transition
office
Always
Assign: current_task
=field_office_locator
--
^
^
Assign: final_intent
=field_office_locator
--
^
^
Prompt: [mm0460_out_01]
All right.
goto:
mm0320_FieldOfficeLocator_SD
finished
Always
Assign: final_intent = --
^
^
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.
01
Right?
Confirmation Recovery Behavior
See 1.3 Global Confirmation
Recovery Behavior
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 100 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
Type
Condition
Action
nomatch 1
Always
Prompt: [mm0460_nm1_01]
Re-Recognition:
Let's try again...You can say 'Repeat',
'Find an Office', or 'I'm Finished'.
Transition
nomatch 2
Always
Prompt: [mm0460_nm2_01]
Re-Recognition:
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.
nomatch 3
Always
Assign: transfer_reason =error
nomatch 3
Always
Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
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]
Re-Recognition:
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.
noinput 3
Always
Assign: transfer_reason =error
noinput 3
Always
Prompt: [gl_ni3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
--
--
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
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 101 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
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 '1099')', a 'Medicare or Social Security
Card', or say 'It's Something Else'?
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
Grammar
Actions
Option
Condition
Action
Transition
1099
Always
Assign: current_task
=benefits_statement
--
^
^
Assign: final_intent
=1099_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
Assign: final_intent = --
^
^
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
01
1099)'. Right?
card
Always
mm0470_cnf_ini_ You want a replacement 'Medicare or Social
02
Security Card'. Right?
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]
Sorry. If you need to get a
replacement 'Benefits Statement (or
1099)', press 1. For a replacement
Nuance Communications
Social Security Administration
CONFIDENTIAL
Transition
Re-Recognition:
Page 102 of 457
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'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]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
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.
noinput 2
Always
Prompt: [mm0470_ni2_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.
noinput 3
Always
Assign: transfer_reason =error
noinput 3
Always
Prompt: [gl_ni3_01]
goto: mm3000_ABRStatus_DS
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
--
mm0500_BEVEKBA_DS
Decision
Sets variable for use by the KBA for the 'Benefits Verification' task
Entering From
mm0610_BackoffOtherOptionsMenu_DM, mm0900_BenefitsMoreOptions_DM, mm2010_BenefitsEarnings_DM, mm2300_FormsGeneral_DM,
mm2400_EarningsMenu_DM
Actions
Condition
Action
Transition
Always
Assign: beve_transaction_status
=Undefined
goto: mm0503_BEVEMsg_PP
Developer Notes
--
mm0503_BEVEMsg_PP
Simple Play Prompt
New play prompt state to play new online advertising option for Benefits Verification (BEVE).
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 103 of 457
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Entering From
mm0500_BEVEKBA_DS
Actions [Barge-in is OFF]
Condition
Action
Transition
Always
Prompt: [mm0503_out_01]
goto: mm0505_BEVE_SD
You may be able to obtain a benefit
verification, sometimes called a proof of
income letter, as verification that you do or
do not receive benefits, by going online
and using your MySocialSecurity account.
Go to www dot Social Security dot GOV
and click on my Social Security.
Developer Notes
Barge-in turned off!
mm0505_BEVE_SD
Subdialog Call
Subdialog call for Benefits Verification
Entering From
mm0503_BEVEMsg_PP
Dialog called
Proceed to initial node in:
BenefitsVerification
Input parameters
Parameter
Value
--
--
Output parameters
Variable
Subdialog Variable
--
--
Actions
Condition
Action
Transition
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
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 104 of 457
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mm0210_SFMainMenu_DM, mm0440_DisabilityDisambig_DM, mm0600_BackoffMainMenu_DM, mm0700_Benefits_DM,
mm0810_ApplicationStatusQuestion_DM
Actions
Condition
Action
Transition
Always
Assign: claims_transaction_status
=Undefined
goto: mm0518_ClaimsMsg_PP
Developer Notes
--
mm0518_ClaimsMsg_PP
Simple Play Prompt
New play prompt state advertising the new online claims status application behind the MySocialSecurity portal.
Entering From
mm0515_ApplicationStatusKBA_DS
Actions
Condition
Action
Transition
Always
Prompt: [mm0518_out_01]
-You may be able to request the status of a
claim or appeal by going online and using
your MySSA account. Go to www dot
Social Security dot GOV and click on my
Social Security.
^
Prompt: [mm0518_out_02]
goto: mm0520_ApplicationStatus_SD
To obtain a status of your claim, you will
need the 8-digit confirmation number
provided when you applied for benefits. If
you do not have that information handy,
please hang up and call us back once you
do.
Developer Notes
--
mm0520_ApplicationStatus_SD
Subdialog Call
Subdialog call for Claim Status
Entering From
mm0518_ClaimsMsg_PP
Dialog called
Proceed to initial node in:
ClaimStatusRequests
Input parameters
Parameter
Value
--
--
Output parameters
Variable
Subdialog Variable
--
--
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Social Security Administration
CONFIDENTIAL
Page 105 of 457
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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_number
--
goto: mm3000_ABRStatus_DS
Else (claims_transaction_status=failure)
Assign: transfer_reason =failure
goto: mm3000_ABRStatus_DS
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, mm0470_ReplacementDisambig_DM, mm0610_BackoffOtherOptionsMenu_DM, mm2010_BenefitsEarnings_DM,
mm2300_FormsGeneral_DM, mm2400_EarningsMenu_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
Nuance Communications
Action
Transition
Social Security Administration
CONFIDENTIAL
Page 106 of 457
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If attestation_confirmed=declined
--
goto: mm3000_ABRStatus_DS
Elseif benefits_statement_transaction_status=success
Prompt: [mm0530_out_01]
If you're finished, feel free to hang up.
Otherwise...
goto: mm0200_SFToggle_DS
Elseif
benefits_statement_transaction_status=previous_year
--
goto: mm3000_ABRStatus_DS
Elseif benefits_statement_transaction_status=field_office --
goto: mm0320_FieldOfficeLocator_SD
Elseif
benefits_statement_transaction_status=replacement
--
goto: mm3000_ABRStatus_DS
Else (benefits_statement_transaction_status=failure)
Assign: transfer_reason =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
-Actions [Barge-in is OFF]
Condition
Action
Transition
Always
Prompt: [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.
^
Prompt: [mm0540_out_02]
<500ms silence>
--
^
Prompt: [mm0540_out_03]
Now,...
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, mm1520_GetForm_DM, mm1770_OrderDrugFormQuestion_DM,
mm2040_FutureBenefits_DM, mm2400_EarningsMenu_DM
Actions
Condition
Nuance Communications
Action
Transition
Social Security Administration
CONFIDENTIAL
Page 107 of 457
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If current_task =
transcription_7004
AND If form_7004_delivery = -false
goto: mm3000_ABRStatus_DS
^
Assign: transcription_transaction_status
Else
(form_7004_delivery != false) =Undefined
goto: mm0550_Transcription_SD
Assign: transcription_transaction_status
=Undefined
goto: mm0550_Transcription_SD
Else
Developer Notes
Form_7004_delivery is set to false in the current IVR configuration
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
--
goto: mm0200_SFToggle_DS
Else (transcription_transaction_status=failure)
Assign: transfer_reason =failure
goto: mm3000_ABRStatus_DS
Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--
mm0555_MRCMySSAWebsite_PP
Simple Play Prompt
Created new play prompt to encourage callers to use the MySSA website to request their 1099/1042 statements.
Entering From
mm0210_SFMainMenu_DM, mm1105_MedicareCardsMenu_DM, mm1710_ReplacementCardQuestion_DM
Actions [Barge-in is OFF]
Condition
Action
Transition
Always
Prompt: [mm0555_out_01]
Did you know you can request a
replacement Medicare card by going
goto: mm0560_MRCKBA_DS
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Social Security Administration
CONFIDENTIAL
Page 108 of 457
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online and using your MySSA account?
Go to www dot Social Security dot GOV
and click on my Social Security.
Developer Notes
Barge-in turned off!
mm0560_MRCKBA_DS
Decision
Sets variable for use by the KBA for the 'Medicare Replacement Card' task
Entering From
mm0555_MRCMySSAWebsite_PP
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:
MedicareReplacementCard
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
--
goto: mm3000_ABRStatus_DS
Else (mrc_transaction_status=failure)
Assign: transfer_reason =failure
goto: mm3000_ABRStatus_DS
Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 109 of 457
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mm0600_BackoffMainMenu_DM
CustomContext Recognition
Directed Dialog version of the Main Menu.
Entering From
mm0200_SFToggle_DS, mm0210_SFMainMenu_DM, mm0610_BackoffOtherOptionsMenu_DM
Initial Prompts
Type
Condition
Name
Wording
initial
If first_entry=true
If non_national_transfer=true mm0600_ini_01
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_transfer=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_back=fals
e
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_back=tru
e)
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
mm0600_ree_01
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.'
Sample Expressions
DTMF
Reco Var/Option
Confirm
check claim status, claim status, application status, check application
status
// claim status
1
If Necessary
?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
// Spanish
7
Never
Grammar
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 110 of 457
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Actions
Option
Condition
Action
Transition
application_status
Always
Assign: current_task
=application_status
--
^
^
Assign: current_intent
=claims_status_general
--
^
^
Assign: final_intent
=claims_status_general
--
^
^
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: current_intent
=cards_general
--
^
^
Assign: first_entry =false
--
^
^
Prompt: [mm0600_out_02]
All right. Cards.
goto: mm1300_WhichCard_DM
medicare
Always
Assign: backoff_menu_go_back
=false
--
^
^
Assign: current_intent =medicare
--
^
^
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: current_intent
=field_office_locator
--
^
^
Assign: final_intent
=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_BackoffOtherOptionsM
enu_DM
update
Always
Assign: backoff_menu_go_back
=false
--
^
^
Assign: current_intent
=update_information
--
^
^
Assign: first_entry =false
--
^
^
Prompt: [mm0600_out_06]
goto:
mm0910_UpdatePersonalInfo_D
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CONFIDENTIAL
Page 111 of 457
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Okay. Update Information.
M
repeat
Always
Prompt: [mm0600_out_07]
Sure.
Re-Recognition: Reprompt
Spanish
Always
Assign: current_intent =spanish
--
^
Assign: final_intent =spanish
goto: mm0150_SpanishApp_EC
^
Confirmation Prompts
Option
Condition
Name
Wording
application_st Always
atus
mm0600_cnf_ini_ You're calling about the 'Status of a Claim.'
01
cards
Always
mm0600_cnf_ini_ You want 'Cards.'
02
medicare
Always
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
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]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
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
Nuance Communications
Social Security Administration
CONFIDENTIAL
Transition
--
Page 112 of 457
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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]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
--
Commands: State-Specific Behavior
Type
Condition
Action
Transition
operator
--
Confirm: .
--
operator
--
Assign: current_intent =agent
--
operator
--
Assign: final_intent =agent
goto: mm3000_ABRStatus_DS
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.' For anything else, just say 'It's
Something Else.' Or, to hear the other options again,
say 'go back.'
reprompt
After 'repeat' or disconfirmation
mm0610_ree_01
You can set up or change 'Direct Deposit,' 'Apply for
Social Security Administration
Page 113 of 457
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Version: 9.42
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Benefits,' request a 'Proof of Income' letter, or get a
replacement '1099 Benefits Statement.' For anything
else, just say 'It's Something Else.' Or, to hear the
first set of options again, say 'go back.'
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
Actions
Option
Condition
Action
Transition
application
Always
Assign: current_intent
=benefits_application
--
^
^
Prompt: [mm0610_out_01]
Okay. Apply for Benefits.
goto:
mm0800_BenefitsApplicationMe
nu_DM
benefits_statement
Always
Assign: current_task
=benefits_statement
--
^
^
Assign: current_intent
=1099_benefits_statement
--
^
^
Assign: final_intent
=1099_benefits_statement
--
^
^
Prompt: [mm0610_out_02]
Okay. 1099 Statement.
goto:
mm0525_BenefitsStatementKBA
_DS
direct_deposit
Always
Assign: current_task =direct_deposit --
^
^
Assign: current_intent
=direct_deposit
--
^
^
Assign: final_intent =direct_deposit
--
^
^
Prompt: [mm0610_out_03]
Okay. Direct Deposit.
goto:
mm0323_DirectDepositMsg_PP
go_back
Always
Assign: backoff_menu_go_back
=true
--
^
^
goto:
Prompt: [mm0610_out_04]
Sure. Here are those options again... mm0600_BackoffMainMenu_DM
proof_of_income
Always
Assign: current_task
=benefits_verification
--
^
^
Assign: current_intent
--
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CONFIDENTIAL
Page 114 of 457
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=benefits_verification
^
^
Assign: final_intent
=benefits_verification
--
^
^
Prompt: [mm0610_out_05]
Okay. Proof Of Income.
goto: mm0500_BEVEKBA_DS
something_else
Always
Assign: current_intent
=something_else
--
^
^
Assign: final_intent =something_else --
^
^
Prompt: [mm0610_out_06]
Okay.
goto: mm3000_ABRStatus_DS
repeat
Always
Prompt: [mm0610_out_07]
Sure.
Re-Recognition: Reprompt
Confirmation Prompts
Option
Condition
Name
application
Always
mm0610_cnf_ini_ You want to 'Apply for Benefits.'
01
Wording
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
nomatch 3
Always
Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
noinput 1
^
Prompt: [mm0610_ni1_01]
Nuance Communications
Social Security Administration
CONFIDENTIAL
Transition
--
Re-Recognition:
Page 115 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
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]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
--
Commands: State-Specific Behavior
Type
Condition
Action
Transition
operator
--
Confirm: .
--
operator
--
Assign: current_intent =agent
--
operator
--
Assign: final_intent =agent
goto: mm3000_ABRStatus_DS
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.')
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 116 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
Grammar
Sample Expressions
DTMF
Reco Var/Option
Confirm
apply ?(for ?[(social security) medicare] benefits)
// apply
1
If Necessary
[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
--
^
^
Assign: final_intent
=claims_status_general
--
^
^
Prompt: [mm0700_out_01]
Okay. Claim Status.
goto:
mm0515_ApplicationStatusKBA_
DS
apply
Always
Prompt: [mm0700_out_02]
Okay. Apply for Benefits.
goto:
mm0800_BenefitsApplicationMe
nu_DM
direct_deposit
Always
Assign: current_task =direct_deposit --
^
^
Assign: final_intent =direct_deposit
--
^
^
Prompt: [mm0700_out_03]
Okay. Direct Deposit.
goto:
mm0323_DirectDepositMsg_PP
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
02
application. Is that right?
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
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 117 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
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.
Transition
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 hear
additional benefits options, press 5.
nomatch 3
Always
Assign: transfer_reason =error
nomatch 3
Always
Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
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]
goto: mm3000_ABRStatus_DS
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
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 118 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
--
mm0800_BenefitsApplicationMenu_DM
CustomContext Recognition
Benefits application disambiguation menu.
Entering From
mm0210_SFMainMenu_DM, mm0610_BackoffOtherOptionsMenu_DM, mm0700_Benefits_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?'
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)] benefits
// medicare
2
If Necessary
?[it's (i'm calling about)] something else, other
// something_else
3
If Necessary
[?medicare (prescription ?drug) drug] benefits
// prescription
--
If Necessary
repeat, repeat that
// repeat
9
Never
Grammar
Actions
Option
Condition
Action
Transition
medicare
Always
Prompt: [mm0800_out_01]
Okay. Medicare.
goto:
mm1700_MedicareApplyMenu_
DM
prescription
Always
Prompt: [mm0800_out_05]
Okay. Drug benefits.
goto: mm1750_AskPartD_DM
social_security
Always
Prompt: [mm0800_out_02]
Okay. Social Security.
goto:
mm0810_ApplicationStatusQues
tion_DM
something_else
Always
Assign: final_intent = --
^
^
Prompt: [mm0800_out_03]
Okay.
goto: mm3000_ABRStatus_DS
repeat
Always
Prompt: [mm0800_out_04]
Sure.
Re-Recognition: Reprompt
Confirmation Prompts
Option
Condition
Name
medicare
Always
mm0800_cnf_ini_ You're calling about 'Medicare Benefits.'
01
Nuance Communications
Social Security Administration
CONFIDENTIAL
Wording
Page 119 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
prescription
Always
07/10/2020
mm0800_cnf_ini_ You're calling about 'Drug Benefits.'
04
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
Transition
nomatch 1
Always
Prompt: [mm0800_nm1_01]
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.
Re-Recognition:
nomatch 2
^
Prompt: [mm0800_nm2_01]
Re-Recognition:
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.
nomatch 3
Always
Assign: transfer_reason =error
nomatch 3
Always
Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
noinput 1
^
Prompt: [mm0800_ni1_01]
Re-Recognition:
For help applying for Social Security
benefits (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]
Re-Recognition:
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.
noinput 3
Always
Assign: transfer_reason =error
noinput 3
Always
Prompt: [gl_ni3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
--
--
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Disabled Globals
repeat
Commands: Confirmations
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 120 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
See 1.2 Global Commands
Config Parameters
Parameter
Value
--
--
Developer Notes
'prescription' added as an implicit (hidden) option.
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?
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes
// yes
1
Never
no
// no
2
Never
Grammar
Actions
Option
Condition
Action
Transition
no
Always
Assign: final_intent = --
^
^
Prompt: [mm0810_out_01]
To apply for benefits you'll need to
speak to someone.
goto: mm3000_ABRStatus_DS
yes
Always
Assign: current_task
=application_status
--
^
^
Assign: final_intent
=claims_status_general
--
^
^
Prompt: [mm0810_out_02]
All right.
goto:
mm0515_ApplicationStatusKBA_
DS
Type
Condition
Action
Transition
nomatch 1
Always
Prompt: [mm0810_nm1_01]
Re-Recognition:
Let's try again...ARE you calling about
a claim or application you've already
filed?
nomatch 2
^
Prompt: [mm0810_nm2_01]
Re-Recognition:
Sorry. If you're calling about a claim
you've ALREADY filed with us, press
1. Otherwise, press 2.
nomatch 3
Always
Assign: transfer_reason =error
--
nomatch 3
Always
Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Recovery Behavior
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 121 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
Sorry, we seem to be having trouble.
noinput 1
^
Prompt: [mm0810_ni1_01]
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.
Re-Recognition:
noinput 2
^
Prompt: [mm0810_ni2_01]
Re-Recognition:
Sorry. If you're calling about a claim
you've ALREADY filed with us, press
1. Otherwise, press 2.
noinput 3
Always
Assign: transfer_reason =error
noinput 3
Always
Prompt: [gl_ni3_01]
goto: mm3000_ABRStatus_DS
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
--
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,' 'Pamphlets,' or for anything
else, just say 'It's Something Else.'
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
Grammar
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 122 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
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
--
^
^
Assign: final_intent
=transcription_pamphlets
--
^
^
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: final_intent
=benefits_verification
--
^
^
Assign: current_task
=benefits_verification
goto: mm0500_BEVEKBA_DS
something_else
Always
Assign: final_intent = --
^
^
Prompt: [mm0900_out_05]
Okay.
goto: mm3000_ABRStatus_DS
update
Always
Prompt: [mm0900_out_06]
Okay. Update Information.
goto:
mm0910_UpdatePersonalInfo_D
M
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
Right?
Confirmation Recovery Behavior
See 1.3 Global Confirmation
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 123 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
Recovery Behavior
Type
Condition
Action
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.
Transition
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]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
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]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
--
--
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Disabled Globals
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 124 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
repeat
Commands: Confirmations
See 1.2 Global Commands
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 or Phone Number,' 'Direct Deposit
Information' (like bank information), or 'Something
Else?'
Sample Expressions
DTMF
Reco Var/Option
?(i [want need] to [change update] my) name, [change update] name,
name change
// name
1
?(i [want need] to [change update] my) [address (?phone number)
phone (address or phone number) (address and phone number)],
[change update] [address (?phone number) phone (address or phone
number) (address and phone number)], [address (?phone number)
phone (address or phone number) (address and phone number)]
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
Grammar
Confirm
Actions
Option
Condition
Action
Transition
address
Always
Assign: current_task
=change_address
--
^
^
Assign: final_intent
=change_of_address
--
^
^
Prompt: [mm0910_out_01]
All right. Change your Address.
goto:
mm0305_IsChangeOfAddressEn
abled_DS
direct_deposit
Always
Assign: current_task =direct_deposit --
^
^
Assign: final_intent =direct_deposit
Nuance Communications
Social Security Administration
CONFIDENTIAL
--
Page 125 of 457
User Interface Specification
Version: 9.42
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07/10/2020
^
^
Prompt: [mm0910_out_02]
All right. Direct Deposit.
goto:
mm0323_DirectDepositMsg_PP
name
Always
Assign: card_action =Undefined
--
^
^
Prompt: [mm0910_out_03]
All right. Name Change.
goto:
mm1420_SSUpdateMsg_PP
something_else
Always
Assign: final_intent = --
^
^
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 or Phone
01
Number.'
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.'
03
Always
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
nomatch 1
Always
Prompt: [mm0910_nm1_01]
Re-Recognition:
Let's try again. You can say 'Name'
or press 1, 'Address or Phone
Number' 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 or PHONE NUMBER,
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]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
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 or your PHONE NUMBER,
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.
Nuance Communications
Social Security Administration
CONFIDENTIAL
Transition
--
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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 or PHONE NUMBER,
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]
goto: mm3000_ABRStatus_DS
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
--
mm1100_SocialSecurityCardsMenu_DM
CustomContext Recognition
Social Security Cards disambiguation menu
Entering From
mm0050_EntryRouting_DS, mm0210_SFMainMenu_DM, mm1300_WhichCard_DM, mm1310_BothCardsMsg_PP
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?'
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
Grammar
Actions
Option
Condition
Action
Transition
new_card
Always
Assign: card_action =new
--
^
^
Prompt: [mm1100_out_01]
goto: mm1410_SSNewMsg_PP
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 127 of 457
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Okay. Apply for a Social Security
Number.
replacement_card
Always
Assign: card_action =replace
--
^
^
Prompt: [mm1100_out_02]
Okay. Replacement Card.
goto:
mm1400_SSReplacementMsg_P
P
update
Always
Assign: card_action =update
--
^
^
Prompt: [mm1100_out_03]
Okay. Update Information.
goto:
mm1110_UpdatePersonalInfo_D
M
something_else
Always
Assign: final_intent = --
^
^
Prompt: [mm1100_out_04]
Okay.
goto: mm3000_ABRStatus_DS
Confirmation Prompts
Option
new_card
Condition
Name
Always
mm1100_cnf_ini_ You're calling to 'Apply for a Social Security
01
Number.'
Wording
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
Recovery Behavior
Type
Condition
Action
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]
Re-Recognition:
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.
nomatch 3
Always
Assign: transfer_reason =error
nomatch 3
Always
Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
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
Nuance Communications
Social Security Administration
CONFIDENTIAL
Transition
--
Page 128 of 457
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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]
Re-Recognition:
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.
noinput 3
Always
Assign: transfer_reason =error
noinput 3
Always
Prompt: [gl_ni3_01]
goto: mm3000_ABRStatus_DS
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
5/4/2015 - Added four synonyms for option 1 replacement_card and have confirmation set to ALWAYS:
- [a] social security card
- duplicate
- yes
- new card
mm1105_MedicareCardsMenu_DM
CustomContext Recognition
Medicare Cards disambiguation menu
Entering From
mm0320_FieldOfficeLocator_SD, mm1300_WhichCard_DM, mm1510_CitizenDocumentsMsgPart1_DM,
mm1512_CitizenDocumentsMsgPart2_DM, mm1515_NonCitizenDocumentsMsgPart1_DM, mm1517_NonCitizenDocumentsMsgPart2_DM,
mm1519_NonCitizenDocumentsMsgPart3_DM, mm1520_GetForm_DM, mm1530_WebsiteInstructions_DM, mm1600_SubmitForm_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?'
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
Grammar
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 129 of 457
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?[it's (i'm calling about)] something else, other
// something_else
07/10/2020
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: final_intent
=medicare_replacement_card
--
^
^
Assign: card_action =replace
--
^
^
Prompt: [mm1105_out_02]
Okay. Replacement Card.
goto:
mm0555_MRCMySSAWebsite_
PP
something_else
Always
Assign: final_intent = --
^
^
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
Transition
nomatch 1
Always
Prompt: [mm1105_nm1_01]
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.
Re-Recognition:
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
press 2. Or for anything else, press
3.
nomatch 3
Always
Assign: transfer_reason =error
nomatch 3
Always
Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
noinput 1
^
Prompt: [mm1105_ni1_01]
To get a REPLACEMENT card, say
'Replacement Card' or press 1. For
Nuance Communications
Social Security Administration
CONFIDENTIAL
--
Re-Recognition:
Page 130 of 457
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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]
goto: mm3000_ABRStatus_DS
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
--
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,' 'Both,' or 'Something Else'?
Sample Expressions
DTMF
Reco Var/Option
?(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] both
// both
3
?[it's (i'm calling about)] something else, other
// something_else
4
Grammar
Confirm
Actions
Option
Condition
Nuance Communications
Action
Social Security Administration
CONFIDENTIAL
Transition
Page 131 of 457
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address
Always
Assign: current_task
=change_address
--
^
^
Assign: final_intent
=change_of_address
--
^
^
Prompt: [mm1110_out_01]
All right. Change your Address.
goto:
mm0305_IsChangeOfAddressEn
abled_DS
name
Always
Assign: card_action =Undefined
--
^
^
Prompt: [mm1110_out_02]
All right. Name Change.
goto:
mm1420_SSUpdateMsg_PP
something_else
Always
Assign: final_intent = --
^
^
Prompt: [mm1110_out_03]
All right.
goto: mm3000_ABRStatus_DS
both
Always
Assign: final_intent
=update_information
--
^
^
Prompt: [mm1110_out_04]
All right. Both.
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
both
Always
mm1110_cnf_ini_ You're calling about 'Both.'
04
--
Always
gl_cnf_ini_02
Right?
Confirmation Recovery Behavior
See 1.3 Global Confirmation
Recovery Behavior
Type
Condition
Action
nomatch 1
Always
Prompt: [mm1110_nm1_01]
Re-Recognition:
Let's try again. You can say 'Name' or
press 1, 'Address' or press 2, 'Both' or
press 3 or for anything else, say 'It's
Something Else' or press 4.
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. To change
BOTH your name and address, press
3. Or, to change anything else, press
4.
nomatch 3
Always
Assign: transfer_reason =error
nomatch 3
Always
Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
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),
Nuance Communications
Social Security Administration
CONFIDENTIAL
Transition
--
Page 132 of 457
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say 'name' or press 1. To change your
ADDRESS, say 'Address' or press 2.
To change BOTH your name and
address, say 'both' or press 3. Or, to
change anything else, just say 'It's
Something Else' or press 4.
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. To change
BOTH your name and address, press
3. Or, to change anything else, press
4.
noinput 3
Always
Assign: transfer_reason =error
noinput 3
Always
Prompt: [gl_ni3_01]
goto: mm3000_ABRStatus_DS
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
10/10/14 - Both is being added as an option. The 'both' path will currently transfer to an agent. Once the Change of Address (COA) module is
enabled, "both" would require an update to include prompting (First, let's change your address") followed by Change of Address, followed by
name collection or transfer to agent for name collection.
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...
Sample Expressions
DTMF
Reco Var/Option
Confirm
repeat ?that
// repeat
1
Never
?hear ?website details, details about ?the website
// details
2
If Necessary
Grammar
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 133 of 457
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trouble online, problem, online problem
// problem
07/10/2020
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_D
M
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
Type
Condition
Action
Transition
nomatch 1
Always
Prompt: [mm1210_nm1_01]
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...
Re-Recognition:
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]
goto: mm0200_SFToggle_DS
Sorry we're having trouble. To speak
with someone, say 'Agent.'
Otherwise,...
nomatch 3
Else (office_hours=false)
Prompt: [mm1210_nm3_02]
goto: mm0200_SFToggle_DS
Sorry we're having trouble. Let's keep
going...
noinput 1
--
--
goto: mm0200_SFToggle_DS
Commands: State-Specific Behavior
See 1.2 Global Commands
Commands: Disabled Globals
repeat
Commands: Confirmations
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 134 of 457
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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 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?
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes
// yes
1
Never
no
// no
2
Never
Grammar
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.
yes
Always
Prompt: [mm1220_out_02]
Nuance Communications
Social Security Administration
CONFIDENTIAL
Transition
Re-Recognition: Reprompt
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Sure.
Recovery Behavior
Type
Condition
Action
nomatch 1
Always
Prompt: [mm1220_nm1_01]
Re-Recognition:
Let's try again...Would you like to hear
the website information again?
Transition
nomatch 2
^
Prompt: [mm1220_nm2_01]
Sorry. To hear the information about
the Social Security Administration
website again, press 1. Otherwise,
press 2.
nomatch 3
Always
Prompt: [mm1220_nm3_01]
goto: mm0200_SFToggle_DS
Sorry we're having trouble. Let's keep
going...
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
Re-Recognition:
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
Which Card (Social Security or Medicare) question
Entering From
mm0210_SFMainMenu_DM, mm0470_ReplacementDisambig_DM, mm0600_BackoffMainMenu_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?'
Sample Expressions
DTMF
Reco Var/Option
?(i'm calling about [a my]) social security ?card
// social_security
1
If Necessary
?(i'm calling about [a my]) medicare ?card
// medicare
2
Grammar
Nuance Communications
Social Security Administration
CONFIDENTIAL
Confirm
If Necessary
Page 136 of 457
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?(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
Assign: final_intent = --
^
^
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_SocialSecurityCardsM
enu_DM
Confirmation Prompts
Option
Condition
Name
Wording
both
Always
mm1300_cnf_ini_ You're calling about BOTH cards.
01
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
Type
Condition
Action
Transition
nomatch 1
Always
Prompt: [mm1300_nm1_01]
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.
Re-Recognition:
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.
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Social Security Administration
CONFIDENTIAL
Page 137 of 457
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nomatch 3
Always
Assign: transfer_reason =error
--
nomatch 3
Always
Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
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]
goto: mm3000_ABRStatus_DS
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
5/4/2015 - Added two synonyms for option 1 for social_security and have confirmation set to ALWAYS: "yes" and "yeah"
mm1310_BothCardsMsg_PP
Play Prompt
If caller chooses 'both [cards]' at mm1300_WhichCard_DM, plays message
Entering From
mm1300_WhichCard_DM
Actions [Barge-in is OFF]
Condition
Action
Transition
Always
Prompt: [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.
^
Prompt: [mm1310_out_02]
<1000ms silence>
--
^
Prompt: [mm1310_out_03]
Now, the Social Security Card.
goto:
mm1100_SocialSecurityCardsMenu_DM
Developer Notes
-Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 138 of 457
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mm1400_SSReplacementMsg_PP
Simple Play Prompt
Social Security replacement card message
Entering From
mm0210_SFMainMenu_DM, mm1100_SocialSecurityCardsMenu_DM
Actions [Barge-in is OFF]
Condition
Action
Transition
Never (example)
Prompt: [example]
-You may be able to request a replacement
social security card online with a my social
security account. For more information, go
to W W W dot social security dot G O V /
ss number. 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.
Always
Prompt: [mm1400_out_02]
-You may be able to request a replacement
social security card online with a my social
security account. For more information, go
to W W W dot social security dot G O V /
ss number.
^
goto:
Prompt: [mm1400_out_01]
mm1430_SocialSecurityCardMenu_DM
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.
Developer Notes
--
mm1410_SSNewMsg_PP
Play Prompt
New Social Security Card message.
Entering From
mm1100_SocialSecurityCardsMenu_DM
Actions [Barge-in is OFF]
Condition
Action
Always
Prompt: [mm1410_out_01]
goto:
There's no charge to get a Social Security mm1430_SocialSecurityCardMenu_DM
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
Nuance Communications
Transition
Social Security Administration
CONFIDENTIAL
Page 139 of 457
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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.
Developer Notes
--
mm1420_SSUpdateMsg_PP
Play Prompt
Update personal Information message.
Entering From
mm0910_UpdatePersonalInfo_DM, mm1110_UpdatePersonalInfo_DM
Actions [Barge-in is OFF]
Condition
Action
Transition
Always
goto:
Prompt: [mm1420_out_01]
mm1430_SocialSecurityCardMenu_DM
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.
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.'
Social Security Administration
Page 140 of 457
Grammar
Nuance Communications
CONFIDENTIAL
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
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
// something_else
6
If Necessary
repeat, repeat that
// repeat
9
Never
Actions
Option
Condition
Action
Transition
document
Always
Assign: final_intent
=citizenship_documents
--
^
^
Prompt: [mm1430_out_01]
All right. Supporting Documents.
goto:
mm1500_CitizenshipQuestion_D
M
get_form
Always
Assign: final_intent
=sscard_get_form
--
^
^
Prompt: [mm1430_out_02]
All right. Get a Form.
goto: mm1520_GetForm_DM
help_with_form
Always
Assign: final_intent
=sscard_form_help
--
^
^
Prompt: [mm1430_out_03]
All right.
goto: mm3000_ABRStatus_DS
office
Always
Assign: current_task
=field_office_locator
--
^
^
Assign: ss_card_requested =true
--
^
^
Assign: final_intent
=field_office_locator
--
^
^
Prompt: [mm1430_out_04]
All right. Office Locations.
goto:
mm0320_FieldOfficeLocator_SD
something_else
Always
Assign: final_intent = --
^
^
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
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.
Nuance Communications
Social Security Administration
CONFIDENTIAL
Wording
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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]
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.
nomatch 3
Always
Assign: transfer_reason =error
nomatch 3
Always
Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
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
Nuance Communications
Social Security Administration
CONFIDENTIAL
Transition
--
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anything else, press 6.
noinput 3
Always
Assign: transfer_reason =error
--
noinput 3
Always
Prompt: [gl_ni3_01]
goto: mm3000_ABRStatus_DS
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
--
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
Type
Condition
Name
Wording
initial
Always
mm1500_ini_01
Is the person who needs the card a United States
citizen?
Sample Expressions
DTMF
Reco Var/Option
yes ?[(i am) ([he she] is)]
// yes
1
Never
no ?[(i'm not) ([he she] isn't)]
// no
2
Grammar
Confirm
Never
Actions
Option
Condition
Action
Transition
yes
Always
Prompt: [mm1500_out_01]
Okay.
goto:
mm1510_CitizenDocumentsMsg
Part1_DM
no
Always
Prompt: [mm1500_out_02]
No problem.
goto:
mm1515_NonCitizenDocuments
MsgPart1_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:
Recovery Behavior
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 143 of 457
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nomatch 2
^
Prompt: [mm1500_nm2_01]
Re-Recognition:
Sorry. If the person applying is a U.S.
citizen, press 1. Otherwise, press 2.
nomatch 3
Always
Assign: transfer_reason =error
nomatch 3
Always
Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
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]
Re-Recognition:
Sorry. If the person applying is a U.S.
citizen, press 1. Otherwise, press 2.
noinput 3
Always
Assign: transfer_reason =error
Always
Prompt: [gl_ni3_01]
goto: mm3000_ABRStatus_DS
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
--
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.
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 144 of 457
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Version: 9.42
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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. stateissued 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.'
Sample Expressions
DTMF
Reco Var/Option
repeat that
// repeat
1
keep going
// keep_going
2
?(i'm) finished
// finished
3
Grammar
Confirm
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]
All right. Feel free to hang up. Or...
goto: mm0200_SFToggle_DS
keep_going
Always
Prompt: [mm1510_out_03]
All right.
goto:
mm1512_CitizenDocumentsMsg
Part2_DM
repeat
Always
Prompt: [mm1510_out_04]
Sure.
Re-Recognition: Reprompt
Confirmation Prompts
Option
Condition
Name
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
Nuance Communications
Social Security Administration
CONFIDENTIAL
Wording
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Confirmation Recovery Behavior
See 1.3 Global Confirmation
Recovery Behavior
Type
Condition
Action
Transition
nomatch 1
Always
Prompt: [mm1510_nm1_01]
Re-Recognition:
Let's try again... You can say 'Repeat
That' (or press 1), 'Keep Going' (or
press 2), or 'I'm Finished' (or press 3).
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]
goto:
Sorry we're having trouble. Let's keep mm1512_CitizenDocumentsMsg
Part2_DM
going...
noinput 1
Always
Prompt: [mm1510_ni1_01]
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]
goto:
Sorry we're having trouble. Let's keep mm1512_CitizenDocumentsMsg
Part2_DM
going...
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
--
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
Nuance Communications
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CONFIDENTIAL
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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?
Sample Expressions
DTMF
Reco Var/Option
yes
// yes
1
no
// finished
2
Grammar
Confirm
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, if you're finished, feel
free to hang up. Otherwise...
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
goto:
Prompt: [mm1512_nm3_01]
Sorry we're having trouble. Let's take mm1105_MedicareCardsMenu_
DM
care of your Medicare card...
nomatch 3
Else
Assign: card_type =Undefined
nomatch 3
^
Prompt: [mm1512_nm3_02]
goto: mm0200_SFToggle_DS
Sorry we're having trouble. Let's keep
going...
noinput 1
Always
Prompt: [mm1512_ni1_01]
Re-Recognition:
If you'd like to hear that information
again, say 'Yes' or press 1. If not, say
'No' or press 2.
noinput 2
If card_type=both
Prompt: [mm1512_ni2_01]
Recovery Behavior
Nuance Communications
Social Security Administration
CONFIDENTIAL
--
goto:
Page 147 of 457
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Let's take care of your Medicare
card...
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
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CONFIDENTIAL
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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 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.'
Sample Expressions
DTMF
Reco Var/Option
repeat that
// repeat
1
keep going
// keep_going
2
?(i'm) finished
// finished
3
Grammar
Confirm
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. Feel free to hang up. Or...
goto: mm0200_SFToggle_DS
keep_going
Always
Prompt: [mm1515_out_03]
All right.
goto:
mm1517_NonCitizenDocuments
MsgPart2_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
finished
Always
mm1515_cnf_ini_ Sounds like you're finished. Is that right?
02
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Social Security Administration
CONFIDENTIAL
Wording
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Version: 9.42
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Confirmation Recovery Behavior
See 1.3 Global Confirmation
Recovery Behavior
Type
Condition
Action
Transition
nomatch 1
Always
Prompt: [mm1515_nm1_01]
Re-Recognition:
Let's try again... You can say 'Repeat
That' (or press 1), 'Keep Going' (or
press 2), or 'I'm Finished' (or press 3).
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]
goto:
Sorry we're having trouble. Let's keep mm1517_NonCitizenDocuments
MsgPart2_DM
going...
noinput 1
Always
Prompt: [mm1515_ni1_01]
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]
goto:
Sorry we're having trouble. Let's keep mm1517_NonCitizenDocuments
MsgPart2_DM
going...
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
--
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
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CONFIDENTIAL
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Version: 9.42
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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 hear more information about
supporting documents, say 'Keep Going.' Or, if
you're finished, just say 'I'm Finished.'
Sample Expressions
DTMF
Reco Var/Option
repeat that
// repeat
1
keep going
// keep_going
2
?(i'm) finished
// finished
3
Grammar
Confirm
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. Feel free to hang up. Or...
goto: mm0200_SFToggle_DS
keep_going
Always
Prompt: [mm1517_out_03]
All right.
goto:
mm1519_NonCitizenDocuments
MsgPart3_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
Nuance Communications
Action
Social Security Administration
CONFIDENTIAL
Transition
Page 151 of 457
User Interface Specification
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nomatch 1
Always
Prompt: [mm1517_nm1_01]
Re-Recognition:
Let's try again... You can say 'Repeat
That' (or press 1), 'Keep Going' (or
press 2), or 'I'm Finished' (or press 3).
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
goto:
Prompt: [mm1517_nm3_01]
Sorry we're having trouble. Let's keep mm1519_NonCitizenDocuments
MsgPart3_DM
going...
noinput 1
Always
Prompt: [mm1517_ni1_01]
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]
goto:
Sorry we're having trouble. Let's keep mm1519_NonCitizenDocuments
MsgPart3_DM
going...
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
--
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
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CONFIDENTIAL
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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?
DTMF
Reco Var/Option
yes
// yes
1
no
// finished
2
Grammar
Sample Expressions
Confirm
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, if you're finished, feel
free to hang up. Otherwise...
goto: mm0200_SFToggle_DS
yes
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]
goto:
Sorry we're having trouble. Let's take mm1105_MedicareCardsMenu_
DM
care of your Medicare card...
nomatch 3
Else
Assign: card_type =Undefined
nomatch 3
^
Prompt: [mm1519_nm3_02]
goto: mm0200_SFToggle_DS
Sorry we're having trouble. Let's keep
going...
noinput 1
Always
Prompt: [mm1519_ni1_01]
Re-Recognition:
If you'd like to hear that information
again, say 'Yes' or press 1. If not, say
'No' or press 2.
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
--
noinput 2
^
Prompt: [mm1519_ni2_02]
goto: mm0200_SFToggle_DS
Recovery Behavior
Nuance Communications
Social Security Administration
CONFIDENTIAL
--
Page 153 of 457
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Version: 9.42
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07/10/2020
Let's keep going...
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. 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.
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 154 of 457
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Version: 9.42
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07/10/2020
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
--
^
^
Assign: final_intent
=field_office_locator
--
^
^
Assign: ss_card_requested =true
--
^
^
Prompt: [mm1520_out_03]
All right. Let's look for an office...
goto:
mm0320_FieldOfficeLocator_SD
order_form
Always
Assign: current_task
=transcription_ss5
--
^
^
Assign: final_intent
=transcription_ss5
--
^
^
Prompt: [mm1520_out_04]
All right.
goto:
mm0545_TranscriptionKBA_DS
website
Always
Assign: final_intent =website
--
^
^
Prompt: [mm1520_out_05]
All right.
goto:
mm1530_WebsiteInstructions_D
M
Confirmation Prompts
Option
Condition
Name
Wording
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.
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
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 155 of 457
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Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
Recovery Behavior
Type
Condition
Action
nomatch 1
Always
Prompt: [mm1520_nm1_01]
Re-Recognition:
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.
Transition
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]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
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]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
--
--
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 156 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
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?
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes, yes please
// yes
1
Never
no, no thanks
// no
2
Never
Grammar
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. Now, if you're finished, feel
free to hang up. Otherwise...
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]
Re-Recognition:
Let's try again...Would you like to hear
that information again?
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]
goto: mm0200_SFToggle_DS
Sorry we're having trouble. To speak
with someone, say 'Agent.'
Otherwise,...
nomatch 3
Else (office_hours=false)
Prompt: [mm1530_nm3_02]
goto: mm0200_SFToggle_DS
Sorry we're having trouble. Let's keep
going...
Recovery Behavior
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Social Security Administration
CONFIDENTIAL
Page 157 of 457
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Version: 9.42
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07/10/2020
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]
To speak with someone, press 0.
Otherwise,...
goto: mm0200_SFToggle_DS
nomatch 2
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?
Sample Expressions
DTMF
Reco Var/Option
Confirm
yes ?(i would)
// yes
1
Never
no ?(i wouldn't)
// no
2
Never
Grammar
Actions
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 158 of 457
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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. Now, if you're finished, feel
free to hang up. Otherwise...
goto: mm0200_SFToggle_DS
yes
Always
Assign: current_task
=field_office_locator
--
^
^
Assign: final_intent
=field_office_locator
--
^
^
Assign: ss_card_requested =true
--
^
^
Prompt: [mm1600_out_03]
All right.
goto:
mm0320_FieldOfficeLocator_SD
Type
Condition
Action
Transition
nomatch 1
Always
Prompt: [mm1600_nm1_01]
Re-Recognition:
Let's try again... WOULD you like to
find a Social Security office near you?
nomatch 2
^
Prompt: [mm1600_nm2_01]
Re-Recognition:
Sorry. To find a Social Security office
in your area, press 1. Otherwise,
press 2.
nomatch 3
Always
Assign: transfer_reason =error
nomatch 3
Always
Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.
noinput 1
^
Prompt: [mm1600_ni1_01]
Re-Recognition:
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.
noinput 2
^
Prompt: [mm1600_ni2_01]
Re-Recognition:
Sorry. To find a Social Security office
in your area, press 1. Otherwise,
press 2.
noinput 3
Always
Assign: transfer_reason =error
noinput 3
Always
Prompt: [gl_ni3_01]
goto: mm3000_ABRStatus_DS
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
--
Nuance Communications
Social Security Administration
CONFIDENTIAL
Page 159 of 457
User Interface Specification
Version: 9.42
SSA_ATT_Care2020_N8NN
07/10/2020
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?
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