N8NN Telephoen Call FLow (revised)

User Interface Specification
Version Number 9.37
03/23/2020

Social Security Administration
SSA_ATT_Care2020_N8NN

User Interface Specification

Version: 9.37

SSA_ATT_Care2020_N8NN

03/23/2020

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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08/25/2011 3.9

03/23/2020

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):
* 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):

Brook
Mittelstedter

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):
- 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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10/27/2011 4.3

03/23/2020

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

Brook
Mittelstedter

Brook
Mittelstedter

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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- 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:
> created new variable: css

Brook
Mittelstedter

> 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:
> 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:
> 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

Brook
Mittelstedter

Brook
Mittelstedter

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

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Generated prompt names for new states mm0171, mm0172, mm0173, mm0181,
mm0183, mm0184, and new prompts at mm0210.
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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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> 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"

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.

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Table of Contents
Revision History ............................................................................................................................................. 2
Table of Contents .......................................................................................................................................... 30
Chapter 1: Global Behavior .......................................................................................................................... 38
1.1 Recovery Behavior ............................................................................................................................. 38
1.2 Global Commands .............................................................................................................................. 38
1.3 Global Confirmation ........................................................................................................................... 38
1.4 Global Config Parameters................................................................................................................... 39
Chapter 2: Detailed Dialog Specification ..................................................................................................... 41
2.1 main Dialog ........................................................................................................................................ 41
mm0040_GetCallProperties_DB .......................................................................................................... 41
mm0050_EntryRouting_DS ................................................................................................................. 42
mm0100_WelcomeMsg_PP ................................................................................................................. 42
mm0110_LanguageSelection_DM ....................................................................................................... 43
mm0120_RecordingMsg_DM .............................................................................................................. 44
mm0150_SpanishApp_EC ................................................................................................................... 45
mm0125_ABRStatus_DS ..................................................................................................................... 45
mm0122_AfterHoursCheck_DS........................................................................................................... 45
mm0124_OfficeClosedMsg_PP ........................................................................................................... 46
mm0130_GetVariablesAnn_DB........................................................................................................... 46
mm0140_EmergencyMsg_PP .............................................................................................................. 47
mm0160_WebsiteInfo_PP .................................................................................................................... 48
mm0170_ACAEnabled_DS ................................................................................................................. 48
mm0171_ACAMainMenu_DM ........................................................................................................... 49
mm0172_ACAMsg_PP ........................................................................................................................ 50
mm0173_ACAWrapMenu_DM ........................................................................................................... 51
mm0180_MySSEnabled_DS ................................................................................................................ 52
mm0181_MySSMainMenu_DM .......................................................................................................... 52
mm0182_MySSAfterHoursCheck_DS ................................................................................................ 53
mm0183_MySSOfficeClosedMsg_PP ................................................................................................. 54
mm0184_MySSWrapMenu_DM ......................................................................................................... 55
mm0200_SFToggle_DS ....................................................................................................................... 56
mm0210_SFMainMenu_DM ............................................................................................................... 57
mm0300_GetCOLABroadcast_DB ...................................................................................................... 77
mm0301_GetCOLABroadcast_DS ...................................................................................................... 78
mm0302_COLAMsg_PP...................................................................................................................... 78
mm0303_AskRepeatCola_DM ............................................................................................................ 79
mm0304_COLABroadcastMsg_PP...................................................................................................... 80
mm0305_IsChangeOfAddressEnabled_DS ......................................................................................... 81
mm0306_ChangeOfAddressMsg_PP ................................................................................................... 81
mm0310_ChangeOfAddress_SD ......................................................................................................... 82
mm0320_FieldOfficeLocator_SD ........................................................................................................ 82
mm0323_DirectDepositMsg_PP .......................................................................................................... 83
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mm0325_IsDirectDepositEnabled_DS................................................................................................. 84
mm0327_ExpressCallService_DM ...................................................................................................... 84
mm0329_AnythingElse_DM................................................................................................................ 86
mm0330_DirectDeposit_SD ................................................................................................................ 87
mm0400_GetTaxesBroadcast_DB ....................................................................................................... 88
mm0401_GetTaxesBroadcast_DS ........................................................................................................ 88
mm0404_TaxesMsg_PP ....................................................................................................................... 89
mm0405_TaxBroadcastMsg_PP .......................................................................................................... 91
mm0410_AskRepeatTaxes_DM........................................................................................................... 91
mm0420_AddressVerifyMsg_DM ....................................................................................................... 92
mm0430_AddressDisambig_DM ......................................................................................................... 94
mm0440_DisabilityDisambig_DM ...................................................................................................... 95
mm0450_EmploymentDisambig_DM ................................................................................................. 97
mm0460_SSNVerification_DM ........................................................................................................... 99
mm0470_ReplacementDisambig_DM ............................................................................................... 100
mm0500_BEVEKBA_DS .................................................................................................................. 102
mm0503_BEVEMsg_PP .................................................................................................................... 102
mm0505_BEVE_SD .......................................................................................................................... 103
mm0515_ApplicationStatusKBA_DS ................................................................................................ 103
mm0518_ClaimsMsg_PP ................................................................................................................... 104
mm0520_ApplicationStatus_SD ........................................................................................................ 104
mm0525_BenefitsStatementKBA_DS ............................................................................................... 105
mm0530_BenefitsStatement_SD........................................................................................................ 105
mm0540_BestTimeMsg_PP ............................................................................................................... 106
mm0545_TranscriptionKBA_DS ....................................................................................................... 106
mm0550_Transcription_SD ............................................................................................................... 107
mm0555_MRCMySSAWebsite_PP ................................................................................................... 107
mm0560_MRCKBA_DS.................................................................................................................... 108
mm0565_MRC_SD ............................................................................................................................ 108
mm0600_BackoffMainMenu_DM ..................................................................................................... 109
mm0610_BackoffOtherOptionsMenu_DM ........................................................................................ 112
mm0700_Benefits_DM ...................................................................................................................... 115
mm0800_BenefitsApplicationMenu_DM .......................................................................................... 118
mm0810_ApplicationStatusQuestion_DM ........................................................................................ 120
mm0900_BenefitsMoreOptions_DM ................................................................................................. 121
mm0910_UpdatePersonalInfo_DM .................................................................................................... 124
mm1100_SocialSecurityCardsMenu_DM .......................................................................................... 126
mm1105_MedicareCardsMenu_DM .................................................................................................. 128
mm1110_UpdatePersonalInfo_DM .................................................................................................... 130
mm1210_InternetAddress_DM .......................................................................................................... 132
mm1220_InternetInformation_DM .................................................................................................... 134
mm1300_WhichCard_DM ................................................................................................................. 135
mm1310_BothCardsMsg_PP ............................................................................................................. 137
mm1400_SSReplacementMsg_PP ..................................................................................................... 138
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mm1410_SSNewMsg_PP .................................................................................................................. 138
mm1420_SSUpdateMsg_PP............................................................................................................... 139
mm1430_SocialSecurityCardMenu_DM ........................................................................................... 139
mm1500_CitizenshipQuestion_DM ................................................................................................... 142
mm1510_CitizenDocumentsMsgPart1_DM ...................................................................................... 143
mm1512_CitizenDocumentsMsgPart2_DM ...................................................................................... 145
mm1515_NonCitizenDocumentsMsgPart1_DM ............................................................................... 147
mm1517_NonCitizenDocumentsMsgPart2_DM ............................................................................... 149
mm1519_NonCitizenDocumentsMsgPart3_DM ............................................................................... 151
mm1520_GetForm_DM ..................................................................................................................... 153
mm1530_WebsiteInstructions_DM.................................................................................................... 156
mm1600_SubmitForm_DM ............................................................................................................... 157
mm1700_MedicareApplyMenu_DM ................................................................................................. 159
mm1710_ReplacementCardQuestion_DM......................................................................................... 160
mm1720_MedicareEnrollMsg_DM ................................................................................................... 161
mm1730_MedicareDrugQuestion_DM .............................................................................................. 162
mm1740_MedicareSusidyMsg_DM................................................................................................... 164
mm1750_AskPartD_DM .................................................................................................................... 165
mm1755_CheckDrugEligibility_DS .................................................................................................. 167
mm1760_HelpWithDrugCosts_DM ................................................................................................... 167
mm1770_OrderDrugFormQuestion_DM ........................................................................................... 169
mm1800_SSIMenu_DM .................................................................................................................... 170
mm1810_CitizenshipMsg_DM .......................................................................................................... 172
mm1900_ReceivingBenefits_DM ...................................................................................................... 173
mm1902_CheckDeliveryDates_DS .................................................................................................... 174
mm1905_Checks_DM ........................................................................................................................ 175
mm1907_LatePaymentQuestion_DM ................................................................................................ 177
mm1910_LatePaymentMenu_DM ..................................................................................................... 178
mm1920_DepositMsg_PP .................................................................................................................. 180
mm1930_MailMsg_PP ....................................................................................................................... 181
mm1940_LatePaymentExit_DM ........................................................................................................ 181
mm2000_ReceivingBenefits_DM ...................................................................................................... 183
mm2010_BenefitsEarnings_DM ........................................................................................................ 184
mm2030_OtherQuestions_DM........................................................................................................... 186
mm2040_FutureBenefits_DM ............................................................................................................ 187
mm2050_FutureBenefitsBudgetaryMsg_PP ...................................................................................... 189
mm2100_RepPayeeMenu_DM .......................................................................................................... 190
mm2110_ProgramMsg_DM ............................................................................................................... 192
mm2120_ChangeMsg_DM ................................................................................................................ 194
mm2200_BecomePayee_DM ............................................................................................................. 197
mm2210_PayeeMisuse_DM............................................................................................................... 200
mm2300_FormsGeneral_DM ............................................................................................................. 202
mm2400_EarningsMenu_DM ............................................................................................................ 204
mm3000_ABRStatus_DS ................................................................................................................... 206
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mm3002_PingHost_DB...................................................................................................................... 207
mm3005_KBAuthentication_SD........................................................................................................ 208
mm3020_ProcessTransfer_DS ........................................................................................................... 208
mm3030_CallTransfer_CX ................................................................................................................ 210
mm3040_EndCall_CT ........................................................................................................................ 210
2.2 AddressOSDM Dialog ...................................................................................................................... 211
ad0100_BranchCollectedZipSet_DS .................................................................................................. 211
ad0050_EntryPrompt_DM ................................................................................................................. 211
ad0110_zipcode_DM .......................................................................................................................... 212
ad0140_FullAddress_DM .................................................................................................................. 213
ad0150_SecondaryAddress_DM ........................................................................................................ 216
ad0160_BranchConfirmOrNot_DS .................................................................................................... 218
ad0200_ConfirmFull_DM .................................................................................................................. 218
ad0210_BranchExceedMaxCorrections_DS ...................................................................................... 221
ad0220_CheckPreviousConfirmations_DS ........................................................................................ 222
ad0230_ExitFailurePrompts_PP ......................................................................................................... 222
ad0240_ExitSuccessPrompts_PP ....................................................................................................... 222
ad0250_BranchRecordOrNot_DS ...................................................................................................... 223
ad0260_Recording_DM ..................................................................................................................... 223
2.3 BenefitsVerification Dialog .............................................................................................................. 225
bv0100_PingHost_DB ........................................................................................................................ 225
bv0130_KBAuthentication_SD .......................................................................................................... 225
bv0140_SubmitBEVERequest_DB .................................................................................................... 226
bv0145_PlayNeedAddress_PP ........................................................................................................... 228
bv0150_AddressOSDM_SD .............................................................................................................. 228
bv0210_BEVESuccess_PP ................................................................................................................. 229
bv0220_TransactionEnd_PP............................................................................................................... 229
2.4 ChangeOfAddress Dialog ................................................................................................................. 231
ca0100_PingHost_DB ........................................................................................................................ 231
ca0200_IntroMsg_PP ......................................................................................................................... 231
ca0220_ReceivingBenefits_DM ......................................................................................................... 232
ca0230_NotEligible_DM .................................................................................................................... 233
ca0240_NotEligibleDetails_DM ........................................................................................................ 234
ca0260_CallingAboutSelf_DM .......................................................................................................... 236
ca0300_KBAuthentication_SD .......................................................................................................... 238
ca0310_TypeOfChange_DM .............................................................................................................. 239
ca0320_SetAddressParameters_DS .................................................................................................... 240
ca0330_AddressOSDM_SD ............................................................................................................... 241
ca0400_RemoveOrChangePhone_DM .............................................................................................. 242
ca0410_TypeOfPhone_DM ................................................................................................................ 243
ca0420_CollectPhoneNumber_DM .................................................................................................... 245
ca0430_COAEffectiveASAP_DM ..................................................................................................... 246
ca0435_EffectiveDate_DM ................................................................................................................ 247
ca0440_SendAddressPhone_DB ........................................................................................................ 249
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2.5 ClaimStatusRequests Dialog ............................................................................................................ 251
cs0100_PingHost_DB ........................................................................................................................ 251
cs0110_KBAuthentication_SD .......................................................................................................... 251
cs0120_ConfirmationNumber_DM-DELETED................................................................................. 252
cs0200_ClaimsRetrieval_DB ............................................................................................................. 254
cs0210_WhichClaim_DM .................................................................................................................. 257
cs0220_ClaimStatusMsg_PP .............................................................................................................. 259
cs0230_RepeatStatus_DM.................................................................................................................. 264
cs0240_OneClaimEnd_DM ................................................................................................................ 265
cs0250_MultiClaimEnd_DM ............................................................................................................. 268
cs0260_NoStatusEnd_DM ................................................................................................................. 270
cs0270_MultiLastClaimEnd_DM....................................................................................................... 273
2.6 DirectDeposit Dialog ........................................................................................................................ 277
dd0100_PingHost_DB ........................................................................................................................ 277
dd0200_IntroMsg_PP ......................................................................................................................... 277
dd0220_ReceivingBenefits_DM ........................................................................................................ 278
dd0230_NotEligible_PP ..................................................................................................................... 279
dd0260_CallingAboutSelf_DM .......................................................................................................... 279
dd0300_KBAuthentication_SD .......................................................................................................... 281
dd0400_DDEffectiveASAP_DM ....................................................................................................... 282
dd0410_EffectiveMonth_DM............................................................................................................. 283
dd0430_AccountType_DM ................................................................................................................ 287
dd0440_CollectRoutingNumber_DM ................................................................................................ 289
dd0450_CollectAccountNumber_DM ................................................................................................ 291
dd0460_SendDirectDepositInfo_DB.................................................................................................. 293
2.7 FieldOfficeLocator Dialog................................................................................................................ 295
fl0100_GetZipCode_DM .................................................................................................................... 295
fl0102_FindCCFromZip_DB ............................................................................................................. 296
fl0105_CardCenterNeededQuestion_DM .......................................................................................... 298
fl0120_OfficeLocationInfo_DM ........................................................................................................ 299
fl0125_CardCenterInfo_DM .............................................................................................................. 303
fl0135_FindFOFromZip_DB.............................................................................................................. 306
fl0137_RetrieveOfficeDetails_DB ..................................................................................................... 308
fl0140_ZipFailedFirstTimeMsg_PP ................................................................................................... 308
fl0150_NoFOMsg_PP ........................................................................................................................ 308
2.8 KnowledgeBasedAuthentication Dialog .......................................................................................... 310
ka0100_ElementsCheck_DB .............................................................................................................. 310
ka0105__AttestFlagCheck_DS .......................................................................................................... 311
ka0110_AttestCheck_DS .................................................................................................................... 312
ka0200_PreAttestationMsg_PP .......................................................................................................... 312
ka0210_AttestationQuestion_DM ...................................................................................................... 313
ka0220_OMBNumber_PP .................................................................................................................. 315
ka0225_WhichActDetails_DM .......................................................................................................... 316
ka0230_PrivacyActDetails_DM ......................................................................................................... 318
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ka0240_PaperworkActDetails_DM .................................................................................................... 320
ka0250_PrivacyEndMenu_DM .......................................................................................................... 321
ka0260_PaperworkEndMenu_DM ..................................................................................................... 323
ka0270_PerjuryMessage_DM ............................................................................................................ 324
ka0300_SSNNull_DS ......................................................................................................................... 325
ka0310_GetSSN_DM ......................................................................................................................... 326
ka0320_NameNull_DS ....................................................................................................................... 327
ka0325_TNRSLocation_DS ............................................................................................................... 328
ka0330_SetCallerNameParameters_DS ............................................................................................. 328
ka0340_GetCallerName_SD .............................................................................................................. 329
ka0350_TNRS_DB ............................................................................................................................. 330
ka0352_CollectFullName_DS ............................................................................................................ 331
ka0355_TNRSGetName_DM............................................................................................................. 331
ka0360_SetCallerNameRetryParameters_DS .................................................................................... 333
ka0370_GetCallerNameRetry_SD ..................................................................................................... 333
ka0400_AltNameNull_DS.................................................................................................................. 334
ka0410_AltNameQuestion_DM ......................................................................................................... 335
ka0420_SetAlternativeNameParameters_DS ..................................................................................... 336
ka0430_GetAlternativeName_SD ...................................................................................................... 337
ka0440_TNRSAlt_DB........................................................................................................................ 338
ka0450_SetAlternativeNameRetryParameters_DS ............................................................................ 338
ka0460_GetAlternativeNameRetry_SD ............................................................................................. 339
ka0500_DOBNull_DS ........................................................................................................................ 340
ka0510_GetDOB_DM ........................................................................................................................ 340
ka0600_MaidenNameNull_DS........................................................................................................... 342
ka0610_SetMaidenNameParameters_DS ........................................................................................... 342
ka0620_GetMaidenName_SD ............................................................................................................ 343
ka0700_POBNull_DS ........................................................................................................................ 344
ka0710_GetPlaceOfBirth_DM ........................................................................................................... 344
ka0800_LastPaymentNull_DS ........................................................................................................... 350
ka0810_GetLastPaymentAmount_DM .............................................................................................. 351
ka0820_CantProceedMsg_PP............................................................................................................. 353
ka0830_ScreenPopSplashReturn_PP ................................................................................................. 353
ka0900_CheckingInfoMsg_PP ........................................................................................................... 354
ka0905_ScreenSplashKB_DB ............................................................................................................ 354
ka0910_QueryKB_DB ....................................................................................................................... 355
ka0920_SuccessMsg_PP .................................................................................................................... 358
ka0930_FailureMsg_PP...................................................................................................................... 358
ka0940_AccountBlockedMsg_PP ...................................................................................................... 359
2.9 MedicareReplacementCard Dialog ................................................................................................... 360
mr0100_PingHost_DB ....................................................................................................................... 360
mr0130_KBAuthentication_SD ......................................................................................................... 360
mr0210_MRCSuccess_PP .................................................................................................................. 361
mr0220_TransactionEnd_PP .............................................................................................................. 361
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2.10 NameOSDM Dialog ....................................................................................................................... 363
na0110_PlayEntryPrompt_PP ............................................................................................................ 363
na0120_SayAndSpellFirst_DM.......................................................................................................... 363
na0130_SayAndSpellLast_DM .......................................................................................................... 365
na0140_SpellFirst_DM ...................................................................................................................... 369
na0150_SpellLast_DM ....................................................................................................................... 370
na0200_ConfirmName_DM ............................................................................................................... 373
na0210_ExitSuccessPrompts_PP ....................................................................................................... 379
na0220_ConfirmationApology_PP..................................................................................................... 379
2.11 ReplacementBenefitStatement Dialog ............................................................................................ 381
rb0100_MySSAWebsite_PP............................................................................................................... 381
rb0110_CurrentYearQuestion_DM .................................................................................................... 381
rb0130_1099JanuaryEnd_DM ............................................................................................................ 383
rb0200_PingHost_DB ........................................................................................................................ 384
rb0300_KBAuthentication_SD .......................................................................................................... 385
rb0310_FormForSelf_DM .................................................................................................................. 386
rb0320_PersonLiving_DM ................................................................................................................. 387
rb0330_DeceasedSocial_DM ............................................................................................................. 388
rb0400_SendStatement_DB ............................................................................................................... 390
rb0410_SuccessMsg_PP ..................................................................................................................... 391
rb0420_NoRelationshipEnd_DM ....................................................................................................... 392
rb0440_BenefitsStatementEndMenu_DM ......................................................................................... 393
2.12 Transcription Dialog ....................................................................................................................... 396
tr0105_PlayTransIntro_PP ................................................................................................................. 396
tr0110_ReverseANILookup_DB ........................................................................................................ 396
tr0120_ConfirmAddress_DM ............................................................................................................. 397
tr0130_SetAddressParameters_DS ..................................................................................................... 399
tr0140_AddressOSDM_SD ................................................................................................................ 399
tr0200_AskHowManyForms_DM...................................................................................................... 400
tr0210_SubmitRequest_DB ................................................................................................................ 402
tr0220_SuccessMsg_PP...................................................................................................................... 403
tr0240_FailureMsg_PP ....................................................................................................................... 404
tr0310_UnderstandingSS_DM ........................................................................................................... 404
tr0320_RetirementBenefits_DM ........................................................................................................ 406
tr0330_DisabilityBenefits_DM .......................................................................................................... 408
tr0340_SurvivorBenefits_DM ............................................................................................................ 409
tr0410_WorkAffectsBenefits_DM ..................................................................................................... 411
tr0420_DisabledChildrenBenefits_DM .............................................................................................. 413
tr0430_WomanSS_DM ...................................................................................................................... 415
tr0540_MoreChoices_DM .................................................................................................................. 417
tr0545_PamphletCheck_DS ............................................................................................................... 419
tr0550_ConcludeChoices_PP ............................................................................................................. 420
Appendix A: Variable Table....................................................................................................................... 421
Variables ................................................................................................................................................. 421
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Recognition Variables ............................................................................................................................ 432
Appendix B: Grammar Mapping Table ...................................................................................................... 440
main ........................................................................................................................................................ 440
AddressOSDM ........................................................................................................................................ 443
BenefitsVerification................................................................................................................................ 443
ChangeOfAddress ................................................................................................................................... 443
ClaimStatusRequests .............................................................................................................................. 444
DirectDeposit .......................................................................................................................................... 444
FieldOfficeLocator ................................................................................................................................. 444
KnowledgeBasedAuthentication ............................................................................................................ 445
MedicareReplacementCard..................................................................................................................... 445
NameOSDM ........................................................................................................................................... 445
ReplacementBenefitStatement ................................................................................................................ 446
Transcription ........................................................................................................................................... 446

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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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--

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

-

Never

Grammar

continue

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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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.
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 (N8NN CCS =
Emergency)

If MySSA CCS = Open
OR
Emergency
OR
No Agents

^

-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

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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

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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
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CONFIDENTIAL

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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

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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

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// 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

--

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^

^

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

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^

^

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

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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

--

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^

^

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

--

^

^

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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

03/23/2020
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

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noinput 1

03/23/2020

--

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.

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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

--

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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
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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

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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

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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

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
Dialog called
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Proceed to initial node in:

03/23/2020

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

goto:
Prompt: [mm0323_out_01]
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]
goto:
mm0325_IsDirectDepositEnabled_DS
Did you know you can enroll in or make
changes to your direct deposit account by

Nuance Communications

Transition

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CONFIDENTIAL

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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

yes

If final_intent == direct_deposit

Prompt: [mm0327_out_03]
-Alright. Please make sure you ALSO

Nuance Communications

Social Security Administration
CONFIDENTIAL

Transition

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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

Type

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.

--

noinput 3

Always

Assign: transfer_reason =error

--

Recovery Behavior

Nuance Communications

Social Security Administration
CONFIDENTIAL

--

--

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noinput 3

Always

03/23/2020
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.

noinput 1

Always

Prompt: [mm0329_ni1_01]
-Sorry. Do you need help with anything

Recovery Behavior

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CONFIDENTIAL

--

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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

Elseif dd_transaction_status=not_self

--

goto: mm3000_ABRStatus_DS

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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

Else

--

throwevent: event=event.operator

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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]
... for employees and...

--

Nuance Communications

Transition

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^

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]
You can claim a refund for the excess

--

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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

no

Always

Prompt: [mm0410_out_01]
goto: mm0200_SFToggle_DS
All right. If you're finished, feel free to

Nuance Communications

Social Security Administration
CONFIDENTIAL

Transition

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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

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Social Security Administration
CONFIDENTIAL

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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

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Social Security Administration
CONFIDENTIAL

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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

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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

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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:

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CONFIDENTIAL

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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

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Social Security Administration
CONFIDENTIAL

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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

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
Type

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
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Social Security Administration
CONFIDENTIAL

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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
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CONFIDENTIAL

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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

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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:

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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]
Re-Recognition:
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.

--

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).
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Social Security Administration
CONFIDENTIAL

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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

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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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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

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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

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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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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
--

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Social Security Administration
CONFIDENTIAL

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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

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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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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

--

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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

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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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=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:
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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.')

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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

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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

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--

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

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CONFIDENTIAL

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prescription

Always

03/23/2020
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

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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

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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

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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

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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

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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

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^

^

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

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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

--

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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

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

03/23/2020
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:

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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
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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

--

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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

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trouble online, problem, online problem
// problem

03/23/2020
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

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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

yes
// yes

1

Never

no
// no

2

Grammar
Confirm

Never

Actions
Option

Condition

Action

no

Always

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

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

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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.

Nuance Communications

Social Security Administration
CONFIDENTIAL

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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

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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

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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

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Grammar
Nuance Communications

CONFIDENTIAL

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03/23/2020

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

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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

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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

Social Security Administration
CONFIDENTIAL

Page 145 of 446

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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:
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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

Nuance Communications

Social Security Administration
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

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: [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

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 149 of 446

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Version: 9.37

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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

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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

--

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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.

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Social Security Administration
CONFIDENTIAL

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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

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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 155 of 446

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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

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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

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CONFIDENTIAL

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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 158 of 446

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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

Never

Grammar

Actions
Option

Condition

Action

no

Always

Assign: final_intent =medicare_enroll --

Transition

^

If office_hours = false

Prompt: [mm1700_out_01]
All right.

goto:
mm1720_MedicareEnrollMsg_D
M

^

Else (office_hours=true)

Prompt: [mm1700_out_02]
All right.

goto: mm3000_ABRStatus_DS

yes

Always

--

goto:
mm1710_ReplacementCardQue
stion_DM

Type

Condition

Action

Transition

nomatch 1

Always

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

Re-Recognition:

nomatch 2

^

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

^

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

noinput 2

^

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

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 159 of 446

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Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

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

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1710_ini_01

Do you need to get a replacement Medicare card?

Sample Expressions

DTMF

Reco Var/Option

yes ?(i am)
// yes

1

no ?(i'm not)
// no

2

Grammar
Confirm

Actions
Option

Condition

Action

Transition

no

Always

Prompt: [mm1710_out_01]
Okay.

goto:
mm1730_MedicareDrugQuestion
_DM

yes

Always

Assign: current_task =card_medicare --

^

^

Assign: final_intent
=medicare_replacement_card

--

^

^

Prompt: [mm1710_out_02]
Okay.

goto:
mm0555_MRCMySSAWebsite_
PP

Type

Condition

Action

Transition

nomatch 1

Always

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

nomatch 2

^

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

Re-Recognition:

nomatch 3

Always

Assign: transfer_reason =error

--

Recovery Behavior

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Social Security Administration
CONFIDENTIAL

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nomatch 3

Always

Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.

noinput 1

^

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

noinput 2

^

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

Re-Recognition:

noinput 3

Always

Assign: transfer_reason =error

--

noinput 3

Always

Prompt: [gl_ni3_01]
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
--

mm1720_MedicareEnrollMsg_DM
CustomContext Recognition
Informational message about enrolling in Medicare for callers who are NOT enrolled.
Entering From
mm1700_MedicareApplyMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1720_ini_01

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

initial

^

mm1720_ini_02

<500ms silence>

initial

^

mm1720_ini_03

Now, would you like to hear that again?

Sample Expressions

DTMF

Reco Var/Option

yes
// yes

1

Never

no
// no

2

Never

Grammar
Confirm

Actions
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Option

Condition

Action

no

Always

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

Transition

yes

Always

Prompt: [mm1720_out_03]
Sure.

Re-Recognition: Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

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

Re-Recognition:

nomatch 2

^

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

nomatch 3

If office_hours=true

Prompt: [mm1720_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: [mm1720_nm3_02]
goto: mm0200_SFToggle_DS
Sorry we're having trouble. Let's keep
going...

noinput 1

Always

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

Re-Recognition:

noinput 2

If office_hours=true

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

goto: mm0200_SFToggle_DS

noinput 2

Else (office_hours=false)

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

goto: mm0200_SFToggle_DS

Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

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

Initial Prompts

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Type

Condition

Name

Wording

initial

Always

mm1730_ini_01

Are you calling about prescription drugs?

Sample Expressions

DTMF

Reco Var/Option

yes ?(i am)
// yes

1

Never

no ?(im not)
// no

2

Never

Grammar
Confirm

Actions
Option

Condition

Action

Transition

no

Always

Assign: final_intent = --

^

^

Prompt: [mm1730_out_01]
Okay, thanks.

goto: mm3000_ABRStatus_DS

yes

Always

--

goto: mm1750_AskPartD_DM

Type

Condition

Action

Transition

nomatch 1

Always

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

Re-Recognition:

nomatch 2

^

Prompt: [mm1730_nm2_01]
Re-Recognition:
Sorry. If you're calling for information
about prescription drug benefits,
press 1. If you're calling about
anything else, 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: [mm1730_ni1_01]
Re-Recognition:
If you ARE calling about Medicare
Prescription Drug benefits, say 'Yes'
or press 1. If not, say 'No' or press 2.

noinput 2

^

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

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CONFIDENTIAL

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--

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

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1740_ini_01

To enroll in the regular Medicare Prescription Drug
program, 'Part D,' you must be enrolled in, or entitled
to, Medicare 'Part A' which provides hospital
coverage, or 'Part B' which provides doctor's
services, outpatient care coverage, and other
services not covered by part A. Once you're in Part
A or Part B, you can enroll YOURSELF in the Part D
Medicare prescription drug program through an
approved Medicare prescription drug provider, or
through a Medicare Advantage plan that offers
prescription drug coverage. For more information
call 1-800-633-4227. That number, again, is 1-800633-4227 or visit the website 'Medicare dot G O V'.

initial

^

mm1740_ini_02

<500ms silence>

initial

^

mm1740_ini_03

Now, would you like to hear that again?

DTMF

Reco Var/Option

Confirm

yes
// yes

1

Never

no
// no

2

Never

Grammar
Sample Expressions

Actions
Option

Condition

Action

Transition

no

Always

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

yes

Always

Prompt: [mm1740_out_02]
Sure.

Re-Recognition: Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

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

Re-Recognition:

nomatch 2

^

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

nomatch 3

If office_hours=true

Prompt: [mm1740_nm3_01]
goto: mm0200_SFToggle_DS
Sorry we're having trouble. To speak

Recovery Behavior

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with someone, say 'Agent.'
Otherwise...

nomatch 3

Else (office_hours=false)

Prompt: [mm1740_nm3_02]
goto: mm0200_SFToggle_DS
Sorry we're having trouble. Let's keep
going...

noinput 1

Always

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

noinput 2

If office_hours=true

Prompt: [mm1740_ni2_01]
goto: mm0200_SFToggle_DS
To speak with someone, say press 0.
Otherwise...

nomatch 2

Else (office_hours=false)

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

Re-Recognition:

goto: mm0200_SFToggle_DS

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm1750_AskPartD_DM
CustomContext Recognition
Asks the caller if he/she is ALREADY enrolled in Medicare Part D.
Entering From
mm0800_BenefitsApplicationMenu_DM, mm1730_MedicareDrugQuestion_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1750_ini_01

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

reprompt

(after 'repeat')

mm1750_ree_01

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

Sample Expressions

DTMF

Reco Var/Option

Confirm

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

1

Never

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

2

Never

repeat, repeat that
// repeat

9

Never

Grammar

Actions
Option

Condition

Action

Transition

no

Always

Assign: final_intent

--

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=medicare_subsidy

^

^

Prompt: [mm1750_out_01]
All right.

goto:
mm1740_MedicareSusidyMsg_D
M

yes

Always

Assign: final_intent
=medicare_drug_costs

--

^

^

Prompt: [mm1750_out_02]
All right.

goto:
mm1755_CheckDrugEligibility_D
S

repeat

Always

Prompt: [mm1750_out_03]
Sure.

Re-Recognition: Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

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

Re-Recognition:

nomatch 2

^

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

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.

noinput 1

^

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

noinput 2

^

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

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

Prompt: [gl_ni3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.

Recovery Behavior

--

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

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mm1755_CheckDrugEligibility_DS
Decision
Check to determine if the eligibility amounts for help with prescription drug costs are available.
Entering From
mm1750_AskPartD_DM

Actions
Condition

Action

Transition

If eligibility information is available

--

goto: mm1760_HelpWithDrugCosts_DM

Else

--

throwevent: event=event.operator

Developer Notes
If individualResourceMax or coupleResourceMax is null, then the eligibility information is not available and caller needs to be transferred.

mm1760_HelpWithDrugCosts_DM
CustomContext Recognition
Informational message about Prescription Drug help, then asks the caller if they want to get an application.
Entering From
mm1755_CheckDrugEligibility_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1760_ini_01

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

initial

^

mm1760_ini_02

{individualResourceMax /medial /CPR=currency
/example=five dollars and seventeen cents }

initial

^

mm1760_ini_03

... for an individual or...

initial

^

mm1760_ini_04

{coupleResourcesMax /medial /CPR=currency
/example=five dollars and seventeen cents }

initial

^

mm1760_ini_05

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

initial

^

mm1760_ini_06

<500ms silence>

initial

^

mm1760_ini_07

Now, would you like to hear that again?

DTMF

Reco Var/Option

Grammar
Sample Expressions
Nuance Communications

Social Security Administration
CONFIDENTIAL

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yes ?(i would)
// yes

1

no ?(i wouldn't)
// no

2

Never

Never

Actions
Option

Condition

Action

Transition

no

Always

Prompt: [mm1760_out_01]
Okay.

goto:
mm1770_OrderDrugFormQuesti
on_DM

yes

Always

Prompt: [mm1760_out_02]
Sure.

Re-Recognition: Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

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

Re-Recognition:

nomatch 2

^

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

nomatch 3

If office_hours=true

goto:
Prompt: [mm1760_nm3_01]
Sorry we're having trouble. To speak mm1770_OrderDrugFormQuesti
on_DM
with someone, say 'Agent.'
Otherwise...

nomatch 3

Else (office_hours=false)

goto:
Prompt: [mm1760_nm3_02]
Sorry we're having trouble. Let's keep mm1770_OrderDrugFormQuesti
on_DM
going...

noinput 1

Always

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

noinput 2

If office_hours=true

Prompt: [mm1760_ni2_01]
goto:
To speak with someone, say 'Agent.' mm1770_OrderDrugFormQuesti
on_DM
Otherwise...

noinput 2

Else (office_hours=false)

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

Recovery Behavior

goto:
mm1770_OrderDrugFormQuesti
on_DM

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

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

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1770_ini_01

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

Sample Expressions

DTMF

Reco Var/Option

Confirm

yes ?(i would)
// yes

1

Never

no ?(i wouldn't)
// no

2

Never

Grammar

Actions
Option

Condition

Action

Transition

no

Always

Prompt: [mm1770_out_01]
All right. Now, if you're finished, feel
free to hang up. Otherwise...

goto: mm0200_SFToggle_DS

yes

Always

Assign: current_task
=transcription_1020

--

^

^

Prompt: [mm1770_out_02]
Okay.

goto:
mm0545_TranscriptionKBA_DS

Type

Condition

Action

Transition

nomatch 1

Always

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

Re-Recognition:

nomatch 2

^

Prompt: [mm1770_nm2_01]
Re-Recognition:
Sorry. To get an application for help
with Prescription Drug costs, 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: [mm1770_ni1_01]
Re-Recognition:
If you'd like to get an application for
help with Prescription Drug costs, say
'Yes' or press 1. If not, say 'No' or
press 2.

noinput 2

^

Prompt: [mm1770_ni2_01]
Re-Recognition:
Sorry. To get an application for help
with Prescription Drug costs, 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

Nuance Communications

Social Security Administration
CONFIDENTIAL

--

--

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Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

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

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1800_ini_01

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

Sample Expressions

DTMF

Reco Var/Option

Confirm

repeat that
// repeat

1

Never

apply ?(for [([(ssi) (supplemental security income)] ?benefits) benefits]) 2
// apply

If Necessary

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

3

If Necessary

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

4

If Necessary

Grammar

Actions
Option

Condition

Action

Transition

apply

Always

Prompt: [mm1800_out_01]
Okay. Apply for Benefits.

goto: mm3000_ABRStatus_DS

citizenship

Always

Prompt: [mm1800_out_02]
Okay. Citizenship.

goto:
mm1810_CitizenshipMsg_DM

problem

Always

Prompt: [mm1800_out_03]
Okay. SSI Problem.

goto: mm3000_ABRStatus_DS

repeat

Always

Prompt: [mm1800_out_04]

Re-Recognition: Reprompt

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Sure.

Confirmation Prompts
Option

Condition

Name

apply

Always

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

Wording

citizenship

Always

mm1800_cnf_ini_ You're calling about 'Citizenship.'
02

problem

Always

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

--

Always

gl_cnf_ini_02

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

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

Re-Recognition:

nomatch 2

^

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

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

noinput 2

^

Prompt: [mm1800_ni2_01]
Re-Recognition:
Sorry. To hear that information again,
say 'Repeat That' or press 1. To apply
for Supplemental Security Income
benefits, press 2. If you have a
question or problem with SSI, press 3.
Or, for information about becoming a
U.S. citizen, press 4.

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
Nuance Communications

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Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

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

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1810_ini_01

To become a U.S. citizen, you must be 18 years of
age or older; have lived in the United States as a
legal permanent resident for at least 5 years (or 3
years if you're married to a U.S. citizen); be of 'good
moral character;' be able to speak, read, write, and
understand common English words and phrases;
and be able to show knowledge and understanding
of U.S. history and government. To request an
Application for Naturalization (which is I N S form 'N400') and detailed instructions, please call the
Immigration and Naturalization Service at 1-800870-3676. That number, again, is 1-800-870-3676.

initial

^

mm1810_ini_02

<1000ms silence>

initial

^

mm1810_ini_03

Now, would you like to hear that again?

Sample Expressions

DTMF

Reco Var/Option

Confirm

yes ?(i would)
// yes

1

Never

no ?(i wouldn't)
// no

2

Never

Grammar

Actions
Option

Condition

Action

Transition

yes

Always

Prompt: [mm1810_out_01]
Sure.

Re-Recognition: Reprompt

no

Always

Prompt: [mm1810_out_02]
All right. Now, if you're finished, feel
free to hang up. Otherwise...

goto: mm0200_SFToggle_DS

Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [mm1810_nm1_01]

Re-Recognition:

Recovery Behavior

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Let's try again... Would you like to
hear the information becoming a
citizen again?

nomatch 2

^

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

Re-Recognition:

nomatch 3

If office_hours=true

Prompt: [mm1810_nm3_01]
goto: mm0200_SFToggle_DS
Sorry we're having trouble. To speak
with someone, say 'Agent.'
Otherwise,...

nomatch 3

Else (office_hours=false)

Prompt: [mm1810_nm3_02]
goto: mm0200_SFToggle_DS
Sorry we're having trouble. Let's keep
going...

noinput 1

Always

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

noinput 2

If office_hours=true

Prompt: [mm1810_ni2_01]
goto: mm0200_SFToggle_DS
Sorry we're having trouble. To speak
with someone, say 'Agent.'
Otherwise,...

noinput 2

Else (office_hours=false)

Prompt: [mm1810_ni2_02]
goto: mm0200_SFToggle_DS
Sorry we're having trouble. 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
--

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

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1900_ini_01

Are you already receiving Social Security benefits?

Sample Expressions

DTMF

Reco Var/Option

Confirm

yes ?(i am)
// yes

1

Never

Grammar

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CONFIDENTIAL

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no ?(i'm not)
// no

03/23/2020
2

Never

Actions
Option

Condition

Action

Transition

no

Always

Prompt: [mm1900_out_01]
Okay.

goto:
mm2030_OtherQuestions_DM

yes

Always

Assign: current_task =checks

--

^

^

Prompt: [mm1900_out_02]
All right.

goto:
mm1902_CheckDeliveryDates_D
S

Type

Condition

Action

Transition

nomatch 1

Always

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

Re-Recognition:

nomatch 2

^

Prompt: [mm1900_nm2_01]
Sorry. If you are receiving Social
Security benefits, press 1. If not,
press 2.

Re-Recognition:

nomatch 3

Always

Assign: transfer_reason =error

--

nomatch 3

Always

Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.

noinput 1

^

Prompt: [mm1900_ni1_01]
Re-Recognition:
I need to know if you're receiving
Social Security benefits. If you are,
say 'Yes' or press 1. If not, say 'No' or
press 2.

noinput 2

^

Prompt: [mm1900_ni2_01]
Re-Recognition:
Sorry. If you're receiving Social
Security benefits, 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
--

mm1902_CheckDeliveryDates_DS
Decision
Check to determine what the next check delivery dates are based on the current date (today's date) if available.

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Social Security Administration
CONFIDENTIAL

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Entering From
mm1900_ReceivingBenefits_DM

Actions
Condition

Action

Transition

If check delivery dates information is available

--

goto: mm1905_Checks_DM

Else

--

throwevent: event=event.operator

Developer Notes
If any of the following variables are null, then the eligibility information is not available and caller needs to be transferred.
firstMonth
firstMonth.ssiPaymentDate
firstMonth.firstPaymentDate
firstMonth.secondPaymentDate
firstMonth.thirdPaymentDate
firstMonth.fourthPaymentDate
secondMonth
secondMonth.ssiPaymentDate
secondMonth.firstPaymentDate
secondMonth.secondPaymentDate
secondMonth.thirdPaymentDate
secondMonth.fourthPaymentDate

mm1905_Checks_DM
YesNo Recognition
Tells callers the scheduled delivery date and asks whether or not they are calling about a late payment.
Entering From
mm0210_SFMainMenu_DM, mm1902_CheckDeliveryDates_DS

Initial Prompts
Type

Condition

initial

If
If first entry (i.e. do NOT play mm1905_ini_01
current_task=late_paymen after repeat)
t

First, let me give you some information...

initial

^

mm1905_ini_02

<500ms silence>

initial

Always

mm1905_ini_17

Here are the scheduled payment delivery dates for...

initial

^

mm1905_ini_18

{firstMonth /final /say_as=date// January 2016}

initial

^

mm1905_ini_19

SSI payments will arrive on...

initial

^

mm1905_ini_20

{firstMonth.ssiPaymentDate /final /say_as=date//
December 31st}

initial

^

mm1905_ini_21

Social Security benefits normally received on the
third of the month, will arrive on...

initial

^

mm1905_ini_22

{firstMonth.firstPaymentDate /final /say_as=date//
January 2nd}

initial

^

mm1905_ini_23

Second Wednesday benefits arrive on...

initial

^

mm1905_ini_24

{firstMonth.secondPaymentDate /final
/say_as=date// January 14th}

initial

^

mm1905_ini_25

Third Wednesday benefits arrive on...

initial

^

mm1905_ini_26

{firstMonth.thirdPaymentDate /final /say_as=date//
January 21st}

initial

^

mm1905_ini_27

Fourth Wednesday benefits arrive on...

Nuance Communications

Name

Social Security Administration
CONFIDENTIAL

Wording

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initial

--

mm1905_ini_28

{firstMonth.fourthPaymentDate /final /say_as=date//
January 28th}

initial

^

mm1905_ini_29

For...

initial

--

mm1905_ini_30

{secondMonth /final /say_as=date// February 2016}

initial

--

mm1905_ini_31

SSI payments will arrive on...

initial

--

mm1905_ini_32

{secondMonth.ssiPaymentDate /final /say_as=date//
January 30th}

initial

--

mm1905_ini_33

Social Security benefits normally received on the
third of the month will arrive on...

initial

--

mm1905_ini_34

{secondMonth.firstPaymentDate /final
/say_as=date// February 3rd}

initial

--

mm1905_ini_35

Second Wednesday benefits arrive on...

initial

--

mm1905_ini_36

{secondMonth.secondPaymentDate /final
/say_as=date// February 11th}

initial

--

mm1905_ini_37

Third Wednesday benefits arrive on...

initial

--

mm1905_ini_38

{secondMonth.thirdPaymentDate /final
/say_as=date// February 18th}

initial

--

mm1905_ini_39

Fourth Wednesday benefits arrive on...

initial

--

mm1905_ini_40

{secondMonth.fourthPaymentDate /final
/say_as=date// February 25th}

initial

^

mm1905_ini_15

<1000ms silence>

initial

^

mm1905_ini_16

Now, would you like to hear that again?

Sample Expressions

DTMF

Reco Var/Option

Confirm

yes ?i would)
// yes

1

Never

no ?(i wouldn't)
// no

2

Never

repeat, repeat that
// repeat

9

Never

Grammar

Actions
Option

Condition

Action

Transition

no

If current_task=checks

Prompt: [mm1905_out_01]
Okay.

goto:
mm1907_LatePaymentQuestion
_DM

^

Else (current_task=late_payment)

Prompt: [mm1905_out_02]
Now, about the late payment...

goto:
mm1910_LatePaymentMenu_D
M

yes

Always

Prompt: [mm1905_out_03]
Sure.

Re-Recognition: Reprompt

repeat

Always

Prompt: [mm1905_out_04]
Sure.

Re-Recognition: Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [mm1905_nm1_01]
Let's try again... Would you like to
hear the payment dates again?

Re-Recognition:

nomatch 2

Always

Prompt: [mm1905_nm2_01]

Re-Recognition:

Recovery Behavior

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Social Security Administration
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Sorry. To hear the scheduled
payment dates again, press 1. If you
don't want to hear it again, press 2.

nomatch 3

Always

Prompt: [mm1905_nm3_01]
goto:
Sorry we're having trouble. Let's keep mm1907_LatePaymentQuestion
_DM
going...

noinput 1

Always

Prompt: [mm1905_ni1_01]
If you'd like to hear the scheduled
payment delivery dates again, say
'Yes' or press 1. If not, say 'No' or
press 2.

Re-Recognition:

noinput 2

Always

Prompt: [mm1905_ni2_01]
Let's keep going...

goto:
mm1907_LatePaymentQuestion
_DM

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
SSA will need to provide the new check delivery dates and operation dates as they become available each year.
The new table will support all future months, so there will no longer be a 12 month restriction on existing prompting.

mm1907_LatePaymentQuestion_DM
YesNo Recognition
Asks the caller if they're calling about a late payment.
Entering From
mm1905_Checks_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1907_ini_01

Are you calling about a LATE payment?

Sample Expressions

DTMF

Reco Var/Option

Confirm

yes ?(a late payment)
// yes

1

Never

no ?(it's not late)
// no

2

Never

Grammar

Actions
Option

Condition

Action

no

Always

Assign: final_intent = --

^

^

Prompt: [mm1907_out_01]
All right. Now, if you're finished, feel

Nuance Communications

Social Security Administration
CONFIDENTIAL

Transition
goto: mm0200_SFToggle_DS

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free to hang up. Otherwise...

yes

Always

Assign: final_intent =payment_late

--

^

^

Prompt: [mm1907_out_02]
Hmmm... Okay.

goto:
mm1910_LatePaymentMenu_D
M

Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [mm1907_nm1_01]
Let's try again... ARE you calling
about a late payment?

Re-Recognition:

nomatch 2

^

Prompt: [mm1907_nm2_01]
Sorry. If you're calling about a
payment that's LATE, press 1.
Otherwise, press 2.

Re-Recognition:

nomatch 3

Always

Assign: transfer_reason =error

--

nomatch 3

Always

Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.

noinput 1

^

Prompt: [mm1907_ni1_01]
If you're calling about a payment
that's LATE, say 'yes' or press 1.
Otherwise, say 'no' or press 2.

Re-Recognition:

noinput 2

^

Prompt: [mm1907_ni2_01]
Sorry. If you'd like information on a
payment that's LATE, press 1. If
you're calling about an on-time
payment, press 2.

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
Parameter

Value

--

--

Developer Notes
--

mm1910_LatePaymentMenu_DM
CustomContext Recognition
Asks callers how they receive their payments.
Entering From
mm0210_SFMainMenu_DM, mm1905_Checks_DM, mm1907_LatePaymentQuestion_DM

Initial Prompts
Type

Condition

Nuance Communications

Name

Social Security Administration
CONFIDENTIAL

Wording

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initial

If current_task-checks

mm1910_ini_01

How are you expecting your payment - by 'Mail' or
'Direct Deposit?'

initial

^

mm1910_ini_03

<2500ms silence>

initial

^

mm1910_ini_04

(If you're not sure, just say 'I'm Not Sure.')

initial

Else (current_task=late_payment)

mm1910_ini_02

How were you expecting it - by 'Mail' or 'Direct
Deposit?'

initial

^

mm1910_ini_03

<2500ms silence>

initial

^

mm1910_ini_04

(If you're not sure, just say 'I'm Not Sure.')

reprompt

(after repeat or disconfirmation)

mm1910_ree_01

How were you expecting your payment - by 'Mail' or
'Direct Deposit?'

initial

^

mm1910_ini_03

<2500ms silence>

initial

^

mm1910_ini_04

(If you're not sure, just say 'I'm Not Sure.')

Sample Expressions

DTMF

Reco Var/Option

Confirm

mail, [check payment] by mail
// mail

1

If Necessary

direct deposit ?payment
// direct_deposit

2

If Necessary

?i'm not sure
// not_sure

3

If Necessary

repeat, repeat that
// repeat

9

Never

Grammar

Actions
Option

Condition

Action

direct_deposit

Always

Assign: final_intent = --

Transition

^

^

Assign: payment_method
=direct_deposit

--

^

^

Prompt: [mm1910_out_01]
All right.

goto: mm1920_DepositMsg_PP

mail

Always

Assign: final_intent = --

^

^

Assign: payment_method =mail

--

^

^

Prompt: [mm1910_out_02]
All right.

goto: mm1930_MailMsg_PP

not_sure

Always

Assign: final_intent = --

^

^

Prompt: [mm1910_out_03]
Okay.

goto: mm3000_ABRStatus_DS

repeat

Always

Prompt: [mm1910_out_04]
Sure.

Re-Recognition: Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

mail

Always

mm1910_cnf_ini_ You're expecting a check in the mail, right?
01

direct_deposi Always
t

mm1910_cnf_ini_ You're waiting for a direct deposit, right?
02

not_sure

mm1910_cnf_ini_ You're not sure of HOW you'll be receiving your next
03
payment, right?

Always

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Social Security Administration
CONFIDENTIAL

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Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [mm1910_nm1_01]
Re-Recognition:
Let's try again. You can say ''Mail' or
press 1, 'Direct Deposit' or press 2, or
'I'm Not Sure' or press 3.

nomatch 2

^

Prompt: [mm1910_nm2_01]
Sorry. If you're expecting to receive
your payment by mail, press 1. If
you're expecting a direct deposit
instead, press 2. Or, if you're not
sure, press 3.

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

^

Prompt: [mm1910_ni1_01]
Re-Recognition:
If you're expecting your next payment
by mail, say 'mail' or press 1. If you're
waiting for your payment to be
deposited into your bank account, say
'direct deposit' or press 2. Or, if
you're not sure, say 'I'm not sure' or
press 3.

noinput 2

^

Prompt: [mm1910_ni2_01]
Re-Recognition:
Sorry. I need to know what method of
payment you are expecting. If you're
expecting a check in the mail, press
1. If a direct deposit, press 2. If
you're not sure, press 3.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

Prompt: [gl_ni3_01]
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
--

mm1920_DepositMsg_PP
Simple Play Prompt
Plays information and suggestions on how callers can troubleshoot a direct deposit.

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Social Security Administration
CONFIDENTIAL

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Entering From
mm1910_LatePaymentMenu_DM, mm1940_LatePaymentExit_DM

Actions [Barge-in is OFF]
Condition

Action

Always

Prompt: [mm1920_out_01]
goto: mm1940_LatePaymentExit_DM
If you've recently changed bank accounts,
you should check to make sure that the
payment wasn't deposited to your old
account. It might also have something to
do with your bank's policy on the time and
date when accounts are updated, so you
should ask your bank if any other
payments posted to your account on the
day you were expecting the deposit.

Transition

Developer Notes
--

mm1930_MailMsg_PP
Simple Play Prompt
Plays information about why a check may not have been received yet.
Entering From
mm1910_LatePaymentMenu_DM, mm1940_LatePaymentExit_DM

Actions [Barge-in is OFF]
Condition

Action

Transition

Always

Prompt: [mm1930_out_01]
goto: mm1940_LatePaymentExit_DM
Just so you know, a payment isn't
considered late until the third mail delivery
date after its due date. (Sundays and
Federal holidays are not mail delivery
days.) Also, if you've recently moved, your
check may have been sent to your
previous address.

Developer Notes
--

mm1940_LatePaymentExit_DM
CustomContext Recognition
Offers a menu of options for transition to next state. (Note that only the global command grammar is active for this state.)
Entering From
mm1920_DepositMsg_PP, mm1930_MailMsg_PP

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm1940_ini_01

Now, would you like to hear that again?

Sample Expressions

DTMF

Reco Var/Option

Confirm

yes

1

Never

Grammar

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Social Security Administration
CONFIDENTIAL

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// yes
no
// no

2

Never

Actions
Option

Condition

Action

Transition

no

If office_hours=true

Prompt: [mm1940_out_01]
-All right. If you still have questions,
and you'd like to speak to someone
about your payment, say 'Agent.' Or, if
you're finished, feel free to hang up.
Otherwise, hold on and I'll take you
back to the Main Menu.

^

Else (office_hours=false)

Prompt: [mm1940_out_02]
-If you're finished, feel free to hang up.
Otherwise, just hang on and I'll take
you back to the Main Menu.

^

Always

--

goto: mm0200_SFToggle_DS

yes

If payment_method=direct_deposit

Prompt: [mm1940_out_03]
Sure.

goto: mm1920_DepositMsg_PP

^

Else (payment_method=mail)

Prompt: [mm1940_out_04]
Sure.

goto: mm1930_MailMsg_PP

Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [mm1940_nm1_01]
Re-Recognition:
Let's try again... Would you like to
hear that payment information again?

nomatch 2

^

Prompt: [mm1940_nm2_01]
Sorry. To hear about the late
payment again, press 1. Otherwise,
press 2.

Re-Recognition:

nomatch 3

Always

Assign: transfer_reason =error

--

nomatch 3

Always

Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.

noinput 1

^

Prompt: [mm1940_ni1_01]
If you'd like to hear the late payment
information again, say 'Yes' or press
1. Otherwise, say 'No' or press 2.

Re-Recognition:

noinput 2

^

Prompt: [mm1940_ni2_01]
Sorry. To hear about the late
payment again, press 1. Otherwise,
press 2.

Re-Recognition:

noinput 3

Always

Assign: transfer_reason =error

--

noinput 3

Always

Prompt: [gl_ni3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.

Recovery Behavior

Commands: State-Specific Behavior
Type

Condition

Action

Transition

repeat

If payment_method=mail

Prompt: [gl_repeat_01]
Sure.

goto: mm1930_MailMsg_PP

repeat

Else (payment_method=direct_deposit)

Prompt: [gl_repeat_01]
Sure.

goto: mm1920_DepositMsg_PP

Commands: Confirmations
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Social Security Administration
CONFIDENTIAL

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See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm2000_ReceivingBenefits_DM
YesNo Recognition
Asks callers whether or not they are already receving benefits.
Entering From
mm0210_SFMainMenu_DM, mm0450_EmploymentDisambig_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm2000_ini_01

Are you already receiving Social Security benefits,
please say YES or NO?

Sample Expressions

DTMF

Reco Var/Option

Confirm

yes ?(i am)
// yes

1

Never

no ?(i'm not)
// no

2

Never

Grammar

Actions
Option

Condition

Action

Transition

no

If form_7004_delivery=true

Prompt: [mm2000_out_01]
Okay.

goto:
mm2040_FutureBenefits_DM

^

Else (form_7004_delivery=false)

Prompt: [mm2000_out_02]
Okay.

goto:
mm2050_FutureBenefitsBudgeta
ryMsg_PP

yes

Always

Prompt: [mm2000_out_03]
All right.

goto:
mm2010_BenefitsEarnings_DM

Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [mm2000_nm1_01]
Let's try again... ARE you currently
getting benefits?

Re-Recognition:

nomatch 2

^

Prompt: [mm2000_nm2_01]
Re-Recognition:
Sorry. If you are receiving Social
Security benefits, 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: [mm2000_ni1_01]
I need to know if you're receiving
Social Security benefits. If you are,

Recovery Behavior

Nuance Communications

Social Security Administration
CONFIDENTIAL

--

Re-Recognition:

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say 'Yes' or press 1. If you AREN'T,
say 'No' or press 2.

noinput 2

^

Prompt: [mm2000_ni2_01]
Re-Recognition:
Sorry. If you're receiving Social
Security benefits, 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
--

mm2010_BenefitsEarnings_DM
CustomContext Recognition
Asks callers if they need a 1099, a proof of income statement, or something else.
Entering From
mm0210_SFMainMenu_DM, mm2000_ReceivingBenefits_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm2010_ini_01

If you're doing your taxes and you need a
replacement benefits statement (or '1099'), say
'Benefits Statement.' If you need a letter of proof of
your income for anything OTHER than taxes, say
'Proof of Income.' For anything else, just say 'It's
Something Else.'

Sample Expressions

DTMF

Reco Var/Option

Confirm

?(?form 1099) (?tax benefits statement), (?form 1099)
// benefits_statement

1

If Necessary

proof of income ?letter
// proof_of_income

2

If Necessary

?it's something else
// something_else

3

If Necessary

Grammar

Actions
Option

Condition

Action

Transition

benefits_statement

Always

Assign: current_task
=benefits_statement

--

^

^

Assign: final_intent
=1099_benefits_statement

--

Nuance Communications

Social Security Administration
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^

^

Prompt: [mm2010_out_01]
Okay. Benefits Statement.

goto:
mm0525_BenefitsStatementKBA
_DS

proof_of_income

Always

Assign: current_task
=benefits_verification

--

^

^

Assign: final_intent
=benefits_verification

--

^

^

Prompt: [mm2010_out_02]
Okay. Proof of Income.

goto: mm0500_BEVEKBA_DS

something_else

Always

Assign: final_intent = --

^

^

Prompt: [mm2010_out_03]
Okay.

goto: mm3000_ABRStatus_DS

Confirmation Prompts
Option

Condition

Name

Wording

benefits_stat Always
ement

mm2010_cnf_ini_ You'd like a replacement Form 1099 benefits
01
statement.

proof_of_inco Always
me

mm2010_cnf_ini_ You need a proof of income document that's not for
02
your tax return.

something_el Always
se

mm2010_cnf_ini_ You'd like help with something else.
03

award_letter Always

mm2010_cnf_ini_ You'd like help with an award letter.
04

--

gl_cnf_ini_02

Always

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt: [mm2010_nm1_01]
Re-Recognition:
Let's try again. You can say 'Benefits
Statement' or press 1, 'Proof of
Income' or press 2, or 'It's Something
Else' or press 3.

nomatch 2

^

Prompt: [mm2010_nm2_01]
Sorry. If you need a replacement
Form 1099 benefits statement for
filing your tax return, press 1. If you
need a document of your income for
anything other than your tax return,
press 2. For anything else, press 3.

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

^

Prompt: [mm2010_ni1_01]
Re-Recognition:
If you need a replacement benefits
statement, or 'Form 1099,' for filing
your tax return, say 'benefits
statement' or press 1. For a
document of your income for anything
other than your tax return, say 'proof
of income' or press 2. If you need
something else, say 'it's something
else' or press 3.

Nuance Communications

Social Security Administration
CONFIDENTIAL

Transition

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noinput 2

^

Prompt: [mm2010_ni2_01]
Re-Recognition:
Sorry. If you need a replacement
Form 1099 benefits statement for
filing your tax return, press 1. If you
need a document of your income for
anything other than a tax return, press
2. 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
Added "award letter" to grammar as a hidden option not voiced in the prompt, with the same action as "something else".
Added a confirmation prompt for award_letter to confirm caller's intent.

mm2030_OtherQuestions_DM
CustomContext Recognition
Asks callers whether they are calling about an estimate of future benefits.
Entering From
mm1900_ReceivingBenefits_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm2030_ini_01

Are you calling about an estimate of FUTURE
benefits?

Sample Expressions

DTMF

Reco Var/Option

Confirm

yes
// yes

1

Never

no
// no

2

Never

Grammar

Actions
Option

Condition

Action

Transition

yes

If form_7004_delivery=true

Prompt: [mm2030_out_01]
All right.

goto:
mm2040_FutureBenefits_DM

^

Else (form_7004_delivery=false)

Assign: final_intent = --

^

^

Prompt: [mm2030_out_02]
All right.

no

Always

Assign: final_intent = --

^

^

Prompt: [mm2030_out_03]

Nuance Communications

Social Security Administration
CONFIDENTIAL

goto:
mm2050_FutureBenefitsBudgeta
ryMsg_PP
goto: mm3000_ABRStatus_DS
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All right. You'll need to speak with
someone...

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [mm2030_nm1_01]
Re-Recognition:
Let's try again... ARE you calling
about an estimate of future benefits?

nomatch 2

^

Prompt: [mm2030_nm2_01]
Sorry. If you'd like an estimate of
future benefits, press 1. Otherwise,
press 2.

Re-Recognition:

nomatch 3

Always

Assign: transfer_reason =error

--

nomatch 3

Always

Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.

noinput 1

^

Prompt: [mm2030_ni1_01]
If you'd like an estimate of future
benefits, say 'Yes' or press 1.
Otherwise, say 'No' or press 2.

Re-Recognition:

noinput 2

^

Prompt: [mm2030_ni2_01]
Sorry. For an estimate of FUTURE
benefits, press 1. For anything else,
press 2.

Re-Recognition:

noinput 3

Always

Assign: transfer_reason =error

--

noinput 3

Always

Prompt: [gl_ni3_01]
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
--

mm2040_FutureBenefits_DM
CustomContext Recognition
Tells callers how to request an estimate of future benefits, and offers an option to request a mail-in form.
Entering From
mm2000_ReceivingBenefits_DM, mm2030_OtherQuestions_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm2040_ini_01

Estimates of your future benefits are on your social
security statement, which is sent to you
automatically every three years or so, starting about
three months before you turn 25. To request a
statement now, you can do it on our website at
'social security dot G O V' and it will take about 2 to

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4 weeks to receive it. You can also request a
statement by MAIL, by filling out form number '7004.'
Mail orders take 4 to 6 weeks. To order a 'Form
7004' over the phone, just say 'Order Form.' Or, if
you have OTHER questions about earnings and
benefits, say 'Other Questions.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

repeat, repeat that, hear that again
// repeat

1

Never

order_form
// order_form

2

If Necessary

other_questions
// other_questions

3

If Necessary

Actions
Option

Condition

Action

Transition

order_form

Always

Assign: current_task
=transcription_7004

--

^

^

Assign: final_intent
=transcription_7004

--

^

^

Prompt: [mm2040_out_01]
Sure.

goto:
mm0545_TranscriptionKBA_DS

other_questions

Always

Assign: final_intent = --

^

^

Prompt: [mm2040_out_02]
Okay.

goto: mm3000_ABRStatus_DS

Confirmation Prompts
Option

Condition

Name

Wording

order_form

Always

mm2040_cnf_ini_ You'd like to request that a Form 7004 be mailed to
01
you.

other_questio Always
ns

mm2040_cnf_ini_ You'd like other information on earnings and
02
benefits.

--

gl_cnf_ini_02

Always

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt: [mm2040_nm1_01]
Re-Recognition:
Let's try again. You can say 'Repeat
That' or press 1. Otherwise, if you'd
like to order form 7004, say 'Order
Form' or press 2. OR, say 'Other
Questions' or press 3.

nomatch 2

^

Prompt: [mm2040_nm2_01]
Re-Recognition:
Sorry. To hear the information again,
press 1. To order Form 7004, press
2. Or, for other information about
earnings and benefits, press 3.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.

Nuance Communications

Social Security Administration
CONFIDENTIAL

Transition

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noinput 1

^

Prompt: [mm2040_ni1_01]
Re-Recognition:
To hear the information again, say
'Repeat That' or press 1. If you'd like
to order Form 7004 now, say 'Order
Form' or press 2. Or, for other
questions about earnings and
benefits, say 'Other Questions' or
press 3.

noinput 2

^

Prompt: [mm2040_ni2_01]
Re-Recognition:
Sorry. If you'd like to hear the
information again, press 1. To order
Form 7004 now, press 2. Or, for
other information about earnings and
benefits, press 3.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

Prompt: [gl_ni3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.

--

Commands: State-Specific Behavior
Type

Condition

Action

Transition

repeat

--

Prompt: [mm2040_repeat_01]
Sure.

Re-Recognition: Reprompt

Commands: Confirmations
See 1.2 Global Commands

Commands: Grammar
Sample Expressions

DTMF

Command

Confirm

repeat that, repeat

1

repeat

Never

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm2050_FutureBenefitsBudgetaryMsg_PP
Simple Play Prompt
If 'form_7004_delivery=false,' this state plays informational message explaining whay form 7004 will not be delivered, due to budgetary
constraints.
Entering From
mm2000_ReceivingBenefits_DM, mm2030_OtherQuestions_DM

Actions [Barge-in is OFF]
Condition

Action

Always

Prompt: [mm2050_out_01]
-Estimates of your future benefits are on
your social security statement, which is
normally sent to you automatically every
three years or so, starting about three
months before you turn 25. However, due
to budgetary constraints, the Social
Security Administration has temporarily
suspended delivery of all benefits
statements. We apologize for this

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inconvenience. For more information, visit
our website at 'social security dot G O V.'

^

Prompt: [mm2050_out_02]
<1000ms silence>

--

If office_hours=true

Prompt: [mm2050_out_03]
-Now, if you're finished, feel free to hang
up. If you'd like to speak to someone about
your benefits, say 'Agent.' Otherwise...

Else (office_hours=false)

Prompt: [mm2050_out_04]
Now, if you're finished, feel free to hang
up. Otherwise...

--

Always

--

goto: mm0200_SFToggle_DS

Developer Notes
--

mm2100_RepPayeeMenu_DM
CustomContext Recognition
Presents six payee options - hear about the program, change payees, report misuse, become a payee, questions about filing a payee report, or
something else.
Entering From
mm0210_SFMainMenu_DM, mm2110_ProgramMsg_DM, mm2120_ChangeMsg_DM, mm2200_BecomePayee_DM,
mm2210_PayeeMisuse_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm2100_ini_01

Which would you like to do - you can say 'Change
Payee,' report 'Misuse of Benefits,' 'Become a
Payee,' get information about filing a 'Payee Report,'
or to hear what a representative payee DOES, say
'Payee Responsibilities.' For help with anything else
say 'It's Something Else.'

Sample Expressions

DTMF

Reco Var/Option

Confirm

[change different] ?[payee representative]
// change

1

If Necessary

(misuse ?(of benefits)), benefits misuse
// misuse

2

If Necessary

become ?a payee
// become

3

If Necessary

(?payee report), [file filing] ?(a payee) report
// report

4

If Necessary

?payee responsibilities
// program

5

If Necessary

?it's something else
// something_else

6

If Necessary

Grammar

Actions
Option

Condition

Action

Transition

become

Always

Prompt: [mm2100_out_01]
All right.

goto:
mm2200_BecomePayee_DM

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change

Always

--

goto: mm2120_ChangeMsg_DM

misuse

Always

Prompt: [mm2100_out_02]
All right. Misuse of Benefits.

goto:
mm2210_PayeeMisuse_DM

program

Always

--

goto:
mm2110_ProgramMsg_DM

report

Always

Prompt: [mm2100_out_03]
Okay.

goto: mm3000_ABRStatus_DS

something_else

Always

Prompt: [mm2100_out_04]
Okay.

goto: mm3000_ABRStatus_DS

Confirmation Prompts
Option

Condition

Name

program

Always

mm2100_cnf_ini_ You'd like information on what a payee
01
representative DOES. Is that right?

change

Always

mm2100_cnf_ini_ You'd like to change your payee, right?
02

misuse

Always

mm2100_cnf_ini_ You suspect there may be a problem with how your
03
benefits are being handled, right?

become

Always

mm2100_cnf_ini_ You're interested in BECOMING a payee, right?
04

report

Always

mm2100_cnf_ini_ You have questions about filing a payee report,
05
right?

something_el Always
se

Wording

mm2100_cnf_ini_ You'd like help with something else, right?
06

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt: [mm2100_nm1_01]
Re-Recognition:
Let's try again. You can say 'Change
Payee' (or press 1); 'Misuse Of
Benefits' (or 2), 'Become a Payee' (3);
'Payee Report' (4); 'Payee
Responsibilities' (5); or say 'It's
Something Else' or press 6.

nomatch 2

^

Prompt: [mm2100_nm2_01]
Re-Recognition:
Sorry. If you'd like to CHANGE your
payee, press 1. If you suspect a
problem with how your benefits are
being handled, press 2. For
information on BECOMING a payee,
press 3. For questions about filing a
REPORT, press 4. For information
on what a payee DOES, press 5. Or,
for all other questions, press 6.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.

noinput 1

^

Prompt: [mm2100_ni1_01]
Re-Recognition:
To request a different payee, say
'Change Payee' (or press 1). If you
think there's a problem with how your
benefits are being handled, say
'Misuse Of Benefits' (or 2). If you'd

Nuance Communications

Social Security Administration
CONFIDENTIAL

Transition

--

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like to BECOME a payee, say
'Become A Payee' (3). For questions
about filing a report, say 'Payee
Report' (4). If you'd like to hear what
a payee DOES, say 'Payee
Responsibilities' (5). Or, for any other
information, say 'It's Something Else'
(or press 6).

noinput 2

^

Prompt: [mm2100_ni2_01]
Re-Recognition:
Sorry. If you'd like to CHANGE your
payee, press 1. If you suspect a
problem with how your benefits are
being handled, press 2. For
information on BECOMING a payee,
press 3. For questions about filing a
REPORT, press 4. For information
on what a payee DOES, press 5. Or,
for all other questions, press 6.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

Prompt: [gl_ni3_01]
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
--

mm2110_ProgramMsg_DM
CustomContext Recognition
Plays information about the Payee Representatitve program and offers options to hear it again, hear the payee options again, speak with an
agent, or continue in the IVR.
Entering From
mm2100_RepPayeeMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm2110_ini_01

When a beneficiary needs help managing their
Social Security or SSI benefits, we appoint a
Representative Payee for them. The payee can be a
relative or friend, or a nursing home or hospital. The
payee receives the monthly benefits and uses them
to pay for the beneficiary's needs. The payee must
keep accurate records of how the money is spent,
and report this to Social Security using the
Representative Payee Report form. The payee must
also report any changes to a beneficiary's situation
(like a change of address, medical condition, or
income). Finally, although someone may have
'power of attorney' to conduct business for a
beneficiary, the Social Security Administration does

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not recognize 'power of attorney' for purposes of
managing a beneficiary's payments.

initial

^

mm2110_ini_02

<500ms silence>

initial

If office_hours=true

mm2110_ini_03

To hear that again, say 'Repeat That.' To hear the
other 'Representative Payee' options again, say
'Payee Options.' Or, to speak to someone about the
program, say 'Agent.' Otherwise, hold on and I'll take
you back to the Main Menu...

initial

Else (office_hours=false)

mm2110_ini_04

To hear that again, say 'Repeat That.' Or to hear the
other 'Representative Payee' options again, say
'Payee Options.' Otherwise, hold on and I'll take you
back to the Main Menu...

reprompt

(after disconfirmation)

If office_hours=true

mm2110_ree_01

To hear the information again, say 'Repeat That.' To
hear the other 'Representative Payee' options again,
say 'Payee Options.' Or, to speak to someone about
the program, say 'Agent.' Otherwise, hold on and I'll
take you back to the Main Menu...

reprompt

^

Else (office_hours=false)

mm2110_ree_02

To hear the information again, say 'Repeat That.' Or
to hear the other 'Representative Payee' options
again, say 'Payee Options.' Otherwise, hold on and
I'll take you back to the Main Menu...

Sample Expressions

DTMF

Reco Var/Option

Confirm

repeat, repeat that
// repeat

1

Never

?hear ?the ?representative ?payee options ?again
// payee_options

2

If Necessary

Grammar

Actions
Option

Condition

Action

Transition

payee_options

Always

Prompt: [mm2110_out_01]
goto:
Sure. Here are those options again... mm2100_RepPayeeMenu_DM

Confirmation Prompts
Option

Condition

payee_option Always
s

Name

Wording

mm2110_cnf_ini_ You'd like to choose another payee option, right?
01

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

If office_hours=true

Prompt: [mm2110_nm1_01]
Re-Recognition:
Let's try again. You can say 'Repeat
That' or press 1, 'Payee Options' or
press 2; or 'Agent' or press 0. If
you're finished, feel free to hang up.
Otherwise, just hold on and I'll take
you back to the Main Menu...

nomatch 1

Else (office_hours=false)

Prompt: [mm2110_nm1_02]
Re-Recognition:
Let's try again. You can say 'Repeat
That' or press 1, 'Payee Options' or
press 2; or if you're finished, feel free
to hang up. Otherwise, just hold on
and I'll take you back to the Main
Menu...

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Transition

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nomatch 2

If office_hours=true

Prompt: [mm2110_nm2_01]
Re-Recognition:
Sorry. To hear the information about
the representative payees again,
press 1. To choose another payee
option, press 2. To speak with an
agent about the payee program,
press 0. If you're finished, feel free to
hang up. Otherwise, just hold on and
I'll take you back to the Main Menu...

nomatch 2

Else (office_hours=false)

Prompt: [mm2110_nm1_03]
Re-Recognition:
Sorry. To hear the information about
the representative payees again,
press 1. To choose another payee
option, press 2. If you're finished, feel
free to hang up. Otherwise, just hold
on and I'll take you back to the Main
Menu...

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.

noinput 1

Always

--

goto: mm0200_SFToggle_DS

--

Commands: State-Specific Behavior
Type

Condition

Action

Transition

repeat

--

Prompt: [mm2110_repeat_01]
Sure.

Re-Recognition: Reprompt

Commands: Confirmations
See 1.2 Global Commands

Commands: Grammar
Sample Expressions

DTMF

Command

Confirm

repeat that, repeat

1

repeat

Never

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm2120_ChangeMsg_DM
CustomContext Recognition
Plays information on how to change payees and offers options to repeat, choose another payee option, find a field office, speak with an agent, or
continue in the IVR.
Entering From
mm2100_RepPayeeMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm2120_ini_01

Social Security usually chooses a representative
payee for you, and we send you a letter telling you
who that payee is. If you want a different payee, you
have 60 days to appeal our choice by contacting us.

initial

^

mm2120_ini_02

<500ms silence>

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initial

^

mm2120_ini_03

If, on the other hand, you already have a payee and
want to change, your potential new payee must file
an application in person at a Social Security office.
They'll need to provide their Social Security Number,
a proof of identification (like a driver's license), as
well as their doctor's name and contact information.

initial

^

mm2120_ini_04

<500ms silence>

initial

^

mm2120_ini_05

And finally, if you want to become your OWN payee,
you'll need to show the Social Security
Administration evidence - a doctor's statement, for
example - indicating that you're now able to manage
your own benefits.

initial

^

mm2120_ini_06

<1000ms silence>

initial

If office_hours=true

mm2120_ini_07

To hear that again, say 'Repeat That.' If you'd like to
hear the other 'Representative Payee' options again,
say 'Payee Options.' To find the location of a field
office in your area, say 'Find an Office.' Or, to talk to
someone about the program, say 'Agent.' Otherwise,
hold on and I'll take you back to the Main Menu.

initial

Else (office_hours=false)

mm2120_ini_08

To hear that again, say 'Repeat That.' If you'd like to
hear the other 'Representative Payee' options again,
say 'Payee Options.' Or to find the location of a field
office in your area, say 'Find an Office.' Otherwise,
hold on and I'll take you back to the Main Menu.

reprompt

(after disconfirmation)

If office_hours=true

mm2120_ree_01

To hear the information again, say 'Repeat That.' If
you'd like to hear the other 'Representative Payee'
options again, say 'Payee Options.' To find the
location of a field office in your area, say 'Find an
Office.' Or, to talk to someone about the program,
say 'Agent.' Otherwise, hold on and I'll take you back
to the Main Menu.

reprompt

^

Else (office_hours=false)

mm2120_ree_02

To hear the information again, say 'Repeat That.' If
you'd like to hear the other 'Representative Payee'
options again, say 'Payee Options.' Or to find the
location of a field office in your area, say 'Find an
Office.' Otherwise, hold on and I'll take you back to
the Main Menu.

Sample Expressions

DTMF

Reco Var/Option

Confirm

repeat, repeat that
// repeat

1

Never

?hear ?the ?representative ?payee options ?again
// payee_options

2

If Necessary

(find an office), (?find ?a ?field office ?location), (?find ?the? ?(location
of a) ?field office)
// office

3

If Necessary

Grammar

Actions
Option

Condition

Action

Transition

payee_options

Always

Prompt: [mm2120_out_01]
goto:
Sure. Here are those options again... mm2100_RepPayeeMenu_DM

office

Always

Assign: final_intent
=field_office_locator

--

^

^

Assign: current_task
=field_office_locator

goto:
mm0320_FieldOfficeLocator_SD

Confirmation Prompts
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Option

Condition

03/23/2020
Name

Wording

payee_option Always
s

mm2120_cnf_ini_ You'd like to choose another payee option.
01

office

Always

mm2120_cnf_ini_ You'd like to find a field office location.
02

--

Always

gl_cnf_ini_02

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

If office_hours=true

Prompt: [mm2120_nm1_01]
Re-Recognition:
Let's try again. You can say 'Repeat
That' or press 1, 'Payee Options' or
press 2, 'Find An Office' or press 3; or
'Agent' or press 0. If you're finished,
feel free to hang up. Otherwise, just
hold on and I'll take you back to the
Main Menu...

nomatch 1

Else (office_hours=false)

Prompt: [mm2120_nm1_02]
Re-Recognition:
Let's try again. You can say 'Repeat
That' or press 1, 'Payee Options' or
press 2, 'Find An Office' or press 3; or
if you're finished, feel free to hang up.
Otherwise, just hold on and I'll take
you back to the Main Menu...

nomatch 2

If office_hours=true

Prompt: [mm2120_nm2_01]
Re-Recognition:
Sorry. To hear the information again,
press 1. To choose another payee
option, press 2. For field office
locations, press 3. To speak with an
agent about the payee program,
press 0. If you're finished, feel free to
hang up. Otherwise, just hold on and
I'll take you back to the Main Menu...

nomatch 2

Else (office_hours=false)

Prompt: [mm2120_nm2_02]
Re-Recognition:
Sorry. To hear the information again,
press 1. To choose another payee
option, press 2. For field office
locations, press 3. If you're finished,
feel free to hang up. Otherwise, just
hold on and I'll take you back to the
Main Menu...

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.

noinput 1

Always

--

goto: mm0200_SFToggle_DS

--

Commands: State-Specific Behavior
Type

Condition

Action

Transition

repeat

--

Prompt: [mm2120_repeat_01]
Sure.

Re-Recognition: Reprompt

Commands: Confirmations
See 1.2 Global Commands

Commands: Grammar
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Sample Expressions

DTMF

Command

Confirm

repeat that, repeat

1

repeat

Never

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm2200_BecomePayee_DM
CustomContext Recognition
Plays information on how to become a payee representative and offers options to repeat, choose another payee option, find a field office, speak
with an agent, or continue in the IVR.
Entering From
mm2100_RepPayeeMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm2200_ini_01

There are three ways someone can become a
representative payee: a payee may be appointed by
the Social Security Administration; a payee may be
requested by a beneficiary - whether they currently
have one or not - or someone who already has a
payee may become their own payee. When we find
that a beneficiary needs help managing their Social
Security or SSI benefits, we appoint a
Representative Payee for them. Appointed payees
must be interviewed in person, and complete a form
at a Social Security office. There, the appointed
payee will need their social security number, proof of
identification (like a driver's license), as well as the
name and contact information of the beneficiary's
doctor. If, on the other hand, a beneficiary wants to
obtain a payee, or wants to change their current
payee, the potential payee must be interviewed in
person, and complete a form at a Social Security
office. Again, the potential payee will need their
social security number, proof of identification, as well
as the name and contact information of the
beneficiary's doctor. In addition, although a potential
payee may have 'power of attorney,' Social Security
does not recognize 'power of attorney' for purposes
of managing benefit payments. Finally, if you want to
become your OWN payee, you need to show
evidence (a doctor's statement, for example) that
you're now able to handle your money yourself.

initial

^

mm2200_ini_02

<1000ms silence>

initial

If office_hours=true

mm2200_ini_03

To hear that again, say 'Repeat That.' If you'd like to
hear the other 'Representative Payee' options again,
say 'Payee Options.' To find the location of a field
office in your area, say 'Find an Office.' Or, to talk to
a Social Security representative about the program,
say 'Agent.' Otherwise, to go back to the main menu,
just say 'I'm Finished.'

initial

Else (office_hours=false)

mm2200_ini_04

To hear that again, say 'Repeat That.' If you'd like to
hear the other 'Representative Payee' options again,
say 'Payee Options.' Or, to find the location of a field
office in your area, say 'Find an Office.' Otherwise, to

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go back to the main menu, just say 'I'm Finished.'

reprompt

(after disconfirmation)

If office_hours=true

mm2200_ree_01

To hear the information again, say 'Repeat That.' If
you'd like to hear the other 'Representative Payee'
options again, say 'Payee Options.' To find the
location of a field office in your area, say 'Find an
Office.' Or, to talk to a Social Security representative
about the program, say 'Agent.' Otherwise, to go
back to the main menu, just say 'I'm Finished.'

reprompt

^

Else (office_hours=false)

mm2200_ree_02

To hear the information again, say 'Repeat That.' If
you'd like to hear the other 'Representative Payee'
options again, say 'Payee Options.' Or, to find the
location of a field office in your area, say 'Find an
Office.' Otherwise, to go back to the main menu, just
say 'I'm Finished.'

Sample Expressions

DTMF

Reco Var/Option

Confirm

repeat, repeat that
// repeat

1

Never

?hear ?the ?representative ?payee options ?again
// payee_options

2

If Necessary

(find an office), (?find ?a ?field office ?location), (?find ?the? ?(location
of a) ?field office)
// office

3

If Necessary

?(i'm) (finished done)
// finished

4

If Necessary

Grammar

Actions
Option

Condition

Action

Transition

finished

Always

Prompt: [mm2200_out_01]
All right.

goto: mm0200_SFToggle_DS

payee_options

Always

goto:
Prompt: [mm2200_out_02]
Sure. Here are those options again... mm2100_RepPayeeMenu_DM

office

Always

Assign: current_task
=field_office_locator

--

^

^

Assign: final_intent
=field_office_locator

--

^

^

Prompt: [mm2200_out_03]
Sure.

goto:
mm0320_FieldOfficeLocator_SD

Confirmation Prompts
Option

Condition

Name

Wording

finished

Always

mm2200_cnf_ini_ Sounds like you're finished with Payee Information.
01

payee_option Always
s

mm2200_cnf_ini_ You'd like to choose another payee option.
02

office

Always

mm2200_cnf_ini_ You'd like to find a field office location.
03

--

Always

gl_cnf_ini_02

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Nuance Communications

Action
Social Security Administration
CONFIDENTIAL

Transition
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nomatch 1

Always

Prompt: [mm2200_nm1_01]
Re-Recognition:
Let's try again. You can say 'Repeat
That' or press 1, 'Payee Options' or
press 2, 'Office Locations' or press 3,
or if you're finished, just say 'I'm
Finished' or press 4.

nomatch 2

If office_hours=true

Prompt: [mm2200_nm2_01]
Re-Recognition:
Sorry. To hear the information again,
press 1. To choose another payee
option, press 2. To find a field office in
your area, press 3. If you're finished,
press 4. Or, to speak to someone
now, press 0.

nomatch 2

Else (office_hours=false)

Prompt: [mm2200_nm2_02]
Re-Recognition:
Sorry, I still didn't get it. To hear the
information again, press 1. To choose
another payee option, press 2. To find
a field office in your area, press 3.
Or, If you're finished, press 4.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.

noinput 1

Always

Prompt: [mm2200_ni1_01]
To hear the information again, say
'Repeat That' or press 1. To choose
another payee option, say 'Payee
Options' or press 2. To find a field
office in your area, say 'Office
Locations' or press 3. Or, If you're
finished, just say 'I'm Finished' or
press 4.

noinput 2

If office_hours=true

Prompt: [mm2200_ni2_01]
Re-Recognition:
Sorry. To hear the information again,
press 1. To choose another payee
option, press 2. To find a field office in
your area, press 3. If you're finished,
press 4. Or, to speak to someone
now, press 0.

noinput 2

Else (office_hours=false)

Prompt: [mm2200_ni2_02]
Re-Recognition:
Sorry. To hear the information again,
press 1. To choose another payee
option, press 2. To find a field office in
your area, press 3. Or, If you're
finished, 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.

--

Re-Recognition:

--

Commands: State-Specific Behavior
Type

Condition

Action

Transition

repeat

--

Prompt: [mm2200_repeat_01]
Sure.

Re-Recognition: Reprompt

Commands: Confirmations
See 1.2 Global Commands

Commands: Grammar
Sample Expressions

DTMF

Command

Confirm

repeat that, repeat

1

repeat

Never

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Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm2210_PayeeMisuse_DM
CustomContext Recognition
Plays information about how to report misuse and offers options to hear it again, hear the payee options again, speak with an agent, or continue
in the IVR.
Entering From
mm2100_RepPayeeMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm2210_ini_01

If you suspect your payee is misusing your benefits,
you should contact the hotline for the Office of the
Inspector General -- or OIG. They will ensure that
proper action is taken. The phone number for the
OIG is: 1-800-269-0271. Again, that's 1-800-2690271. Their office hours are Monday through Friday,
10 AM to 4 PM Eastern Time. You can also look on
the Web, at 'social security dot G O V, slash-O I G.'

initial

^

mm2210_ini_02

<1000ms silence>

initial

If office_hours=true

mm2210_ini_03

To hear that again, say 'Repeat That.' If you'd like to
hear the other 'Representative Payee' options again,
say 'Payee Options.' Or, to talk to a Social Security
representative about the program, say 'Agent.'
Otherwise, to go back to the main menu, just say 'I'm
Finished.'

initial

Else (office_hopurs=false)

mm2210_ini_04

To hear that again, say 'Repeat That.' Or, to hear
the other 'Representative Payee' options again, say
'Payee Options.' Otherwise, to go back to the main
menu, just say 'I'm Finished.'

reprompt

(after disconfirmation)

If office_hours=true

mm2210_ree_01

To hear the information again, say 'Repeat That.' If
you'd like to hear the other 'Representative Payee'
options again, say 'Payee Options.' Or, to talk to a
Social Security representative about the program,
say 'Agent.' Otherwise, to go back to the main menu,
just say 'I'm Finished.'

reprompt

^

Else (office_hours=false)

mm2210_ree_02

To hear the information again, say 'Repeat That.' Or,
to hear the other 'Representative Payee' options
again, say 'Payee Options.' Otherwise, to go back to
the main menu, just say 'I'm Finished.'

Sample Expressions

DTMF

Reco Var/Option

Confirm

repeat, repeat that
// repeat

1

Never

?hear ?the ?representative ?payee options ?again
// payee_options

2

If Necessary

?(i'm) (finished done)
// finished

3

If Necessary

Grammar

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Actions
Option

Condition

Action

Transition

finished

Always

Prompt: [mm2210_out_01]
All right.

goto:
mm0210_SFMainMenu_DM

payee_options

Always

Prompt: [mm2210_out_02]
goto:
Sure. Here are those options again... mm2100_RepPayeeMenu_DM

Confirmation Prompts
Option

Condition

Name

Wording

finished

Always

mm2210_cnf_ini_ Sounds like you're finished with Payee Information.
01

payee_option Always
s

mm2210_cnf_ini_ You want to choose another payee option.
02

--

gl_cnf_ini_02

Always

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt: [mm2210_nm1_01]
Re-Recognition:
Let's try again. You can say 'Repeat
That' or press 1, 'Payee Options' or
press 2, or if you're finished, just say
'I'm Finished' or press 3.

nomatch 2

If office_hours=true

Prompt: [mm2210_nm2_01]
Re-Recognition:
Sorry. To hear the information about
reporting a misuse of benefits again,
press 1. To choose another payee
option, press 2. If you're finished,
press 3. Or, to speak to someone
now, press 0.

nomatch 2

Else (office_hours=false)

Prompt: [mm2210_nm2_02]
Re-Recognition:
Sorry, I still didn't get it. To hear the
information about reporting a misuse
of benefits again, press 1. To choose
another payee option, press 2. Or, If
you're finished, press 3.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.

noinput 1

Always

Prompt: [mm2210_ni1_01]
To hear the information again, say
'Repeat That' or press 1. To choose
another payee option, say 'Payee
Options' or press 2. Or, If you're
finished, just say 'I'm Finished' or
press 3.

Re-Recognition:

noinput 2

If office_hours=true

Prompt: [mm2210_ni2_01]
Sorry. To hear the information about
reporting a misuse of benefits again,
press 1. To choose another payee
option, press 2. If you're finished,
press 3. Or, to speak to someone
now, press 0.

Re-Recognition:

noinput 2

Else (office_hours=false)

Prompt: [mm2210_ni2_02]
Sorry. To hear the information about

Re-Recognition:

Nuance Communications

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CONFIDENTIAL

Transition

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reporting a misuse of benefits again,
press 1. To choose another payee
option, press 2. Or, If you're finished,
press 3.

noinput 3

Always

Assign: transfer_reason =error

--

noinput 3

Always

Prompt: [gl_ni3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.

Commands: State-Specific Behavior
Type

Condition

Action

Transition

repeat

--

Prompt: [mm2210_repeat_01]
Sure.

Re-Recognition: Reprompt

Commands: Confirmations
See 1.2 Global Commands

Commands: Grammar
Sample Expressions

DTMF

Command

Confirm

repeat that, repeat

1

repeat

Never

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm2300_FormsGeneral_DM
CustomContext Recognition
Asks callers if they need a 1099, a proof of income statement, an earnings statement, or something else.
Entering From
mm0210_SFMainMenu_DM, mm0900_BenefitsMoreOptions_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm2300_ini_01

Which of these forms are you calling about - a '1099'
(or 'Benefits Statement'), 'Proof of Income,' an
'Earnings Statement,' or 'Something Else?'

Sample Expressions

DTMF

Reco Var/Option

Confirm

?(?form 1099) (?tax benefits statement), (?form 1099)
// benefits_statement

1

If Necessary

proof of income ?[letter form], benefits verification ?[letter form]
// benefits_verification

2

If Necessary

earnings [statement form]
// earnings_statement

3

If Necessary

?it's something else
// something_else

4

If Necessary

Grammar

Actions
Option

Condition

Nuance Communications

Action

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Transition

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benefits_statement

Always

Assign: current_task
=benefits_statement

--

^

^

Assign: final_intent
=1099_benefits_statement

--

^

^

Prompt: [mm2300_out_01]
All right. Benefits Statement.

goto:
mm0525_BenefitsStatementKBA
_DS

proof_of_income

Always

Assign: current_task
=benefits_verification

--

^

^

Assign: final_intent
=benefits_verification

--

^

^

Prompt: [mm2300_out_02]
All right. Proof of Income.

goto: mm0500_BEVEKBA_DS

earnings_statement

Always

Prompt: [mm2300_out_03]
All right.

goto:
mm2400_EarningsMenu_DM

something_else

Always

Assign: final_intent = --

^

^

Prompt: [mm2300_out_04]
Okay.

goto: mm3000_ABRStatus_DS

Confirmation Prompts
Option

Condition

Name

Wording

benefits_stat Always
ement

mm2300_cnf_ini_ You'd like a replacement Form 1099 benefits
01
statement, right?

proof_of_inco Always
me

mm2300_cnf_ini_ You need a proof of income document that's not for
02
your tax return, right?

earnings_stat Always
ement

mm2300_cnf_ini_ You need an earnings statement, right?
03

something_el Always
se

mm2300_cnf_ini_ You'd like help with something other than a Form
04
1099, a proof of income document, or an earnings
statement. Is that right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt: [mm2300_nm1_01]
Re-Recognition:
Let's try again. You can say 'Benefits
Statement' or press 1; 'Proof of
Income' or press 2; 'Earnings
Statement' or 3, or say 'It's Something
Else' or press 4.

nomatch 2

^

Prompt: [mm2300_nm2_01]
Sorry. If you need a replacement
Form 1099 benefits statement for
filing your tax return, press 1. If you
need a document of your income for
anything other than your tax return,
press 2. If you need an earnings
statement, press 3. For anything
else, press 4.

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

^

Prompt: [mm2300_ni1_01]

Nuance Communications

Social Security Administration
CONFIDENTIAL

Transition

Re-Recognition:
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If you need a replacement benefits
statement for filing your tax return, or
a Form 1099, say 'benefits statement'
or press 1. For a document of your
income for anything other than your
tax return, say 'proof of income' or
press 2. For an earnings statement,
say 'earnings statement' or press 3.
If you need something else, say 'it's
something else' or press 4.

noinput 2

^

Prompt: [mm2300_ni2_01]
Re-Recognition:
Sorry. If you need a replacement
Form 1099 benefits statement for
filing your tax return, press 1. If you
need a document of your income for
anything other than a tax return, press
2. For an earnings statement, press
3. 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
--

mm2400_EarningsMenu_DM
CustomContext Recognition
Presents seven earnings options - new statement, proof of income letter, information on why caller has received an earnings statement,
information on how the caller's address has been determined, information on the earnings statement, an option to hear all the information
options, and an option for 'something else'.
Entering From
mm0050_EntryRouting_DS, mm0900_BenefitsMoreOptions_DM, mm2300_FormsGeneral_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

mm2400_ini_01

There are different forms used to send your earnings
information. Information about BENEFIT
PAYMENTS you received this year and last year is
sent on Internal Revenue Service form '1099.'
Information about your past earnings, along with
estimates of FUTURE Social Security benefits, in
your 'Earning Statement,' which you receive every
three years. And Proof of Income or benefits
verification is sent in a letter from Social Security.

initial

^

mm2400_ini_02

<1000ms silence>

initial

^

mm2400_ini_03

Which would you like - your '1099' benefits
statement, your 'EARNINGS Statement,' a 'Proof of

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Income' letter or, say 'None of those'.

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

1099, benefits statement
// benefits_statement

1

If Necessary

earnings statement
// earnings_statement

2

If Necessary

proof of income ?[letter form], benefits verification ?[letter form]
// proof_of_income

3

If Necessary

?it's something else
// something_else

4

If Necessary

Actions
Option

Condition

Action

Transition

benefits_statement

Always

Assign: current_task
=benefits_statement

--

^

^

Assign: final_intent
=1099_benefits_statement

--

^

^

Prompt: [mm2400_out_01]
Sure.

goto:
mm0525_BenefitsStatementKBA
_DS

earnings_statement

Always

Assign: current_task
=transcription_7004

--

^

^

Assign: final_intent
=transcription_7004

--

^

^

Prompt: [mm2400_out_02]
Sure.

goto:
mm0545_TranscriptionKBA_DS

proof_of_income

Always

Assign: current_task
=benefits_verification

--

^

^

Assign: final_intent
=benefits_verification

--

^

^

Prompt: [mm2400_out_03]
Okay. Proof Of Income.

goto: mm0500_BEVEKBA_DS

something_else

Always

Assign: final_intent = --

^

^

Prompt: [mm2400_out_04]
Okay.

goto: mm3000_ABRStatus_DS

Confirmation Prompts
Option

Condition

Name

Wording

benefits_stat Always
ement

mm2400_cnf_ini_ You'd like a copy of your 1099 benefits statement.
01

earnings_stat Always
ement

mm2400_cnf_ini_ You'd like a copy of your earnings statement.
02

proof_of_inco Always
me

mm2400_cnf_ini_ You need a proof of income letter.
03

something_el Always
se

mm2400_cnf_ini_ You'd like help with something else.
04

--

gl_cnf_ini_02

Always

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation
Nuance Communications

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Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt: [mm2400_nm1_01]
Re-Recognition:
Let's try again. You can say '1099' or
press 1, 'Earnings Statement' or press
2, 'Proof of Income' or 3, or for
anything else, say 'It's Something
Else' or press 4.

Transition

nomatch 2

^

Prompt: [mm2400_nm2_01]
Re-Recognition:
Sorry. To get a copy of your '1099'
benefits statement, press 1. For an
earnings Statement, press 2. For a
Proof of Income letter, press 3. Or, for
anything else, press 4.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

Prompt: [gl_nm3_01]
goto: mm3000_ABRStatus_DS
Sorry, we seem to be having trouble.

noinput 1

^

Prompt: [mm2400_ni1_01]
Re-Recognition:
To get a copy of your '1099' benefits
statement, say '1099' or press 1. For
an earnings Statement, say 'Earnings
Statement' or press 2. For a Proof of
Income letter, say 'Proof of Income, or
press 3. Or, for anything else, say It's
Something Else' or press 4.

noinput 2

^

Prompt: [mm2400_ni2_01]
Re-Recognition:
Sorry. To get a copy of your '1099'
benefits statement, press 1. For an
earnings Statement, press 2. For a
Proof of Income letter, press 3. Or, for
anything else, press 4.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

Prompt: [gl_ni3_01]
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
--

mm3000_ABRStatus_DS
Decision
Checks the value of the abr variable.
Entering From
mm0125_ABRStatus_DS, mm0210_SFMainMenu_DM, mm0310_ChangeOfAddress_SD, mm0320_FieldOfficeLocator_SD,

mm0329_AnythingElse_DM, mm0330_DirectDeposit_SD, mm0440_DisabilityDisambig_DM, mm0450_EmploymentDisambig_DM,
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mm0470_ReplacementDisambig_DM, mm0505_BEVE_SD, mm0520_ApplicationStatus_SD, mm0530_BenefitsStatement_SD,
mm0545_TranscriptionKBA_DS, mm0550_Transcription_SD, mm0565_MRC_SD, mm0600_BackoffMainMenu_DM,

mm0610_BackoffOtherOptionsMenu_DM, mm0800_BenefitsApplicationMenu_DM, mm0810_ApplicationStatusQuestion_DM,
mm0900_BenefitsMoreOptions_DM, mm0910_UpdatePersonalInfo_DM, mm1100_SocialSecurityCardsMenu_DM,

mm1105_MedicareCardsMenu_DM, mm1110_UpdatePersonalInfo_DM, mm1210_InternetAddress_DM, mm1300_WhichCard_DM,

mm1430_SocialSecurityCardMenu_DM, mm1700_MedicareApplyMenu_DM, mm1730_MedicareDrugQuestion_DM, mm1800_SSIMenu_DM,
mm1910_LatePaymentMenu_DM, mm2010_BenefitsEarnings_DM, mm2030_OtherQuestions_DM, mm2040_FutureBenefits_DM,
mm2100_RepPayeeMenu_DM, mm2300_FormsGeneral_DM, mm2400_EarningsMenu_DM

Globals:event.conf.noinput, event.conf.nomatch, event.nomatch, event.operator, event.system.error, noinput, nomatch

Actions
Condition

Action

Transition

If abr=1 (no agents)

--

goto: mm3020_ProcessTransfer_DS

Elseif abr=2 (screen_pop) If office_hours=true

Assign: current_task =screen_pop

goto: mm3005_KBAuthentication_SD

^

Else (office_hours=false)

--

goto: mm3020_ProcessTransfer_DS

Elseif abr=3
(screen_splash)

If office_hours=true

Assign: current_task =screen_splash

goto: mm3002_PingHost_DB

^

Else (office_hours=false)

--

goto: mm3020_ProcessTransfer_DS

Elseif abr=4 (immediate transfer)

--

goto: mm3020_ProcessTransfer_DS

Elseif abr=5 (courtesy disconnect)

--

goto: mm3020_ProcessTransfer_DS

Else

--

goto: mm3020_ProcessTransfer_DS

Developer Notes
--

mm3002_PingHost_DB
Database Call
Pings the host database to ensure the host is available.
Entering From
mm3000_ABRStatus_DS

Input parameters
Parameter

Value

processID

Which process to pass the request to. Values are: PING, AUTH, INFO,
AUTHINFO, MI, ENDSESSION, NONE.

requestID

Unique 10 digit ID for the request. 10 zeros, if not used.

timestamp

Transaction timestamp.

version

Version of the xml schema used.

Output parameters
Variable

Description

mm_statusCode

Possible values that can be returned are: 0000=Success, 0151=System
Failure, 0152=Off hour request, and 7777=Validation failure.

mm_statusDescription

Status code text description.

Actions
Condition

Nuance Communications

Action

Transition

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If mm_statusCode=0000
(success)

Always

--

goto: mm3005_KBAuthentication_SD

Else (failure)

Always

--

goto: mm3020_ProcessTransfer_DS

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

mm3005_KBAuthentication_SD
Subdialog Call
Sub dialogue call to Knowledge Based Authentication.
Entering From
mm3000_ABRStatus_DS, mm3002_PingHost_DB
Dialog called
Proceed to initial node in:

KnowledgeBasedAuthentication

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

Transition

Always

--

goto: mm3020_ProcessTransfer_DS

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

mm3020_ProcessTransfer_DS
Decision
Determines if an agent is available, and if not plays a message that an agent if not available before returning to the main menu.
Entering From
mm3000_ABRStatus_DS, mm3002_PingHost_DB, mm3005_KBAuthentication_SD

Actions
Condition
If office_hours=true

Nuance Communications

If abr=1 (no agents)

Action

Transition

Prompt: [mm3020_out_01]
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,...

goto: mm0200_SFToggle_DS

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^

Elseif (abr=5)

Prompt: [mm3020_out_15]
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.

^

Else (abr=|=1)

Prompt: [mm3020_out_02]
Hold on while I get someone to help you.

Else (office_hours=false)
AND If
transfer_reason=error or
failure AND

If ccs = 2 (holiday)

Prompt: [mm3020_out_11]
-And, unfortunately, due to the holiday our
offices are currently closed. To speak with
an agent, please call back during our
regular business hours - Monday through
Friday:

^

Else if ccs = 4
(emergency)

Prompt: [mm3020_out_12]
-And, unfortunately, due to an emergency
our offices are currently closed. To speak
with an agent, please call back during our
regular business hours - Monday through
Friday:

^

Else

Prompt: [mm3020_out_04]
-And, unfortunately, our offices are
currently closed. To speak with an agent,
please call back during our regular
business hours - Monday through Friday:

Else
If ccs = 2 (holiday)
\\ (office_hours=false) AND
transfer_reason is not error
or failure

goto: mm3030_CallTransfer_CX

Prompt: [mm3020_out_13]
-Normally I'd get an agent to help you but,
unfortunately, due to the holiday our
offices are closed. To speak with an agent,
please call back during our regular
business hours - Monday through Friday:

^

-Else f ccs = 4 (emergency) Prompt: [mm3020_out_14]
Normally I'd get an agent to help you but,
unfortunately, due to an emergency our
offices are closed. To speak with an agent,
please call back during our regular
business hours - Monday through Friday:

^

Else

Prompt: [mm3020_out_05]
Normally I'd get an agent to help you but,
unfortunately, our offices are closed. To
speak with an agent, please call back
during our regular business hours Monday through Friday:

--

If office_hours=false

If Hawaii

Prompt: [mm3020_out_07]
7 A.M. to 5 P.M.

--

^

If Alaska, Standard Time

Prompt: [mm3020_out_08]
7 A.M. to 6 P.M.

--

^

If Guam or the Northern
Marianas Islands

Prompt: [mm3020_out_09]
11 P.M. to 9 A.M.

--

^

If American Samoa

Prompt: [mm3020_out_10]
5 A.M. to 3 P.M.

--

^

Else (if unknown or any
other territory)

Prompt: [mm3020_out_06]
7 A.M. to 7 P.M.

--

^

Always

Prompt: [mm3020_out_03]
goto: mm0200_SFToggle_DS
...except for holidays. If you're finished for
now, feel free to hang up. Otherwise...

Developer Notes

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--

mm3030_CallTransfer_CX
Call Transfer
Transfer to an agent.
Entering From
mm0182_MySSAfterHoursCheck_DS, mm3020_ProcessTransfer_DS

Actions
Condition

Action

Always

Comment: transfer to N8NN agent queue --

Transition

Recovery Behavior
See 1.1 Global Recovery Behavior

Config Parameters
Parameter

Value

--

--

Developer Notes
--

mm3040_EndCall_CT
Call Terminate
Terminate the call.
Entering From
mm0182_MySSAfterHoursCheck_DS, mm3020_ProcessTransfer_DS

Actions
Condition

Action

Transition

--

--

--

Developer Notes
--

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2.2 AddressOSDM Dialog
This module collects an address from a caller. This module is likely to be incorporated into a larger application. NOTE TO CUSTOMER: This
is a packaged application, and both the flow and code can not be altered as it is sold and delivered as a packaged piece of code. We will have
some flexibility in terms of prompt wording (within boundaries, as we don't want to change grammars) and there are some configurable
parameters that we can change from their defaults. Please keep this in mind as you review the document.

ad0100_BranchCollectedZipSet_DS
Decision
Determines if a zip code has already been collected.
Entering From
ad0050_EntryPrompt_DM, bv0150_AddressOSDM_SD, ca0330_AddressOSDM_SD, tr0140_AddressOSDM_SD

Actions
Condition

Action

Transition

IF parameter collectedzipcode is not set

--

goto: ad0110_zipcode_DM

IF parameter collectedzipcode is set

--

--

Developer Notes
--

ad0050_EntryPrompt_DM
CustomContext Recognition
This is a placeholder state that plays an entry prompt and routes the call.
Entering From

-Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

--

--

--

--

Actions
Option

Condition

Action

Transition

--

--

--

goto:
ad0100_BranchCollectedZipSet_
DS

Recovery Behavior
See 1.1 Global Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
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NOTE: for SSA this DM is bypassed (the intial node is ad0100_BranchCollectedZipSet_DS)

ad0110_zipcode_DM
ZipCode Recognition
Asks the caller for there zip code.
Entering From
ad0100_BranchCollectedZipSet_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ad0110_ini_01

Then p Please tell me the 5-digit zip code for the
new address now.

reprompt

Always

ad0110_ree_02

Please say or enter the 5 digit ZIP code again.

Sample Expressions

DTMF

Reco Var/Option

Confirm

// NOTE: this state recognized only VALID zipcodes (i.e. not any
numerical string)

<5-digit string>

If Necessary

Grammar

Actions
Option

Condition

Action

Transition

zip

Always

Prompt: [ad0110_out_01]
Okay.

goto: ad0140_FullAddress_DM

Confirmation Prompts
Option

Condition

Name

Wording

--

Always

ad0110_cnf_ini_0 That zip code is...
1

--

--

ad0110_cnf_ini_0
2

--

--

ad0110_cnf_ini_0 Is that right?
3

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [ad0110_ree_03]
Let's try again. Please say or enter
your new 5 digit zip code.

Re-Recognition:

nomatch 2

^

Prompt: [ad0110_ree_04]
Re-Recognition:
Sorry. Using your telephone keypad,
enter the new 5 digit ZIP code.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

^

Prompt: [ad0110_ree_05]
Please say or enter your new 5 digit
zip code.

Re-Recognition:

noinput 2

^

Prompt: [ad0110_ree_06]

Re-Recognition:

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Sorry. Using your telephone keypad,
enter the new 5 digit ZIP code.

noinput 3

Always

Assign: transfer_reason =error

--

noinput 3

Always

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

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
This DM needs to confirm pretty much all the time. In this case use default confirmation prompts. Set confidencelevel to .8 or higher
Alternatively, we might specify a parameter that controls confirmation for this DM alone.
Suppress successprompts and failureprompt.
Please note that as with the behavior of all the other OSDMs the sequence of Retry prompts is as follows:
If caller's utterance is low confidence, play noanswerapologies followed by reprompts.
If caller said "no" after confirmation, play wronganswerapologies followed by reprompts.
NOTE: this state recognized only VALID zipcodes (i.e. not any numerical string)

ad0140_FullAddress_DM
CustomContext Recognition
Following the successful lookup of the city and state associated with the address, as for the street name and number.
Prompts, grammars, and logic are provided for reference only - it is actually a 'black-box' module.
Entering From
ad0110_zipcode_DM, ad0220_CheckPreviousConfirmations_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ad0140_ree_01

I got the city and state information from your zip
code. Now I need just your street address, PO box
or rural route number. For example, you could say 1
2 3 Main Street West, or PO box 12345. Go ahead
and say your address.

reprompt

Always (After Disconfirmation or from
CheckPreviousConfirmations)

ad0140_ree_02

Please say your address again. For example, you
could say 1 24 Belvedere Street or PO Box 1 2 3 4
5. I also understand rural routes. Go ahead and say
your address.

Sample Expressions

DTMF

Reco Var/Option

a valid street address with optional prefix, suffix

--

<1300_street@CollectAddress_Zip If Necessary
Code streetnamenumber>

a valid street address with optional prefix, suffix and apartment#

--

<1300_street@CollectAddress_Zip Never
Code streetnamenumber>

a PO Box number

--

<1300_street@CollectAddress_Zip If Necessary
Code poboxnumber>

a rural route number

--

<1300_street@CollectAddress_Zip If Necessary

Grammar

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Code ruralroutenumber>

Actions
Option

Condition

Action

Transition

ruralroutenumber OR
poboxnumber

--

Prompt: [ad0140_out_01]
Thanks.

goto:
ad0160_BranchConfirmOrNot_D
S

streetnamenumber

IF unit# entered OR
address does not require unit #
OR previously confirmed unit #

Prompt: [ad0140_out_02]
Thanks.

goto:
ad0160_BranchConfirmOrNot_D
S

^

Else If street address only was collected

Prompt: [ad0140_out_03]
And...

goto:
ad0150_SecondaryAddress_DM

Confirmation Prompts
Option

Condition

Name

Wording

Always

--

ad0140_cnf_ini_0 I think you said...
1

IF Street
Address

Always

ad0140_cnf_ini_0
3

^

IF address contains pre-directional

ad0140_cnf_ini_0
4

^

IF no prompt available for StreetName

ad0140_cnf_ini_1
2

^

^

ad0140_cnf_ini_0
5

^

IF address contains post-directional

ad0140_cnf_ini_0
6

IF Rural
Route

Always

ad0140_cnf_ini_0
7

^

^

ad0140_cnf_ini_0
8

^

^

ad0140_cnf_ini_1
0

IF PO Box

Always

ad0140_cnf_ini_0
9

Always

--

ad0140_cnf_ini_1 Is that correct?
1

Confirmation Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

--

Prompt: [ad0140_cnf_nm1_01]
Please say Yes or No. You can also
say "repeat that" if you'd like me to
read the address again.

--

nomatch 2

--

Prompt: [ad0140_cnf_nm2_01]
-Please say Yes or press 1, say No or
press 2., or say "repeat that" or press
3.

noinput 1

--

Prompt: [ad0140_cnf_ni1_01]
-Sorry, I didn't hear you. Please say
Yes or No. You can also say "Repeat
that" if you'd like me to read the
address again.

noinput 2

--

Prompt: [ad0140_cnf_ni2_01]

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Sorry, I still didn't hear you. Please
say yes or no, or to have me read the
address back to you, just say "repeat
that"

noinput 3

--

Prompt: [gl_cnf_ni3_01]
event: event.conf.noinput
Sorry, we seem to be having trouble. goto: mm3000_ABRStatus_DS

nomatch 3

--

Prompt: [gl_cnf_nm3_01]
event: event.conf.nomatch
Sorry, we seem to be having trouble. goto: mm3000_ABRStatus_DS

Type

Condition

Action

nomatch 1

Always

Prompt: [ad0140_ree_03]
Re-Recognition:
Let's try again. What's your address?

nomatch 2

^

Prompt: [ad0140_ree_04]
Re-Recognition:
Sorry. I need your street address or
PO box number. For example, you
can say 1 2 4 Belvedere Street or PO
Box 1 2 3 4 5. I also understand rural
routes. Please say your address
now.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

^

Prompt: [ad0140_ree_05]
What's your address?

noinput 2

^

Prompt: [ad0140_ree_06]
Re-Recognition:
Sorry. I need your street address or
PO box number. For example, you
can say 1 2 4 Belvedere Street or PO
Box 1 2 3 4 5. I also understand rural
routes. Please say your address
now.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

Recovery Behavior
Transition

--

Re-Recognition:

--

Commands: State-Specific Behavior
Type

Condition

Action

Transition

repeat

--

Prompt: [ad0140_repeat_01]
Sure.

--

repeat

--

Script: Play
Re-Recognition: Reprompt
default_address_fulladdress_collectio
n_initialprompt2

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

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ad0150_SecondaryAddress_DM
CustomContext Recognition
Ask if there is a unit or apartment number to be added, and if there is, the caller can say it.
Prompts, grammars, and logic are provided for reference only - it is actually a 'black-box' module.
Entering From
ad0140_FullAddress_DM, ad0220_CheckPreviousConfirmations_DS

Initial Prompts
Type

Condition

Name

Wording

reprompt

Always

ad0150_ree_01

If there's an apartment number or suite number,
please say it now. Otherwise, just say "No
Apartment".

reprompt

Always (upon disconfirmation
//if caller says 'no' to confirmation)

ad0150_ree_02

Please say your apartment or unit number again.

Sample Expressions

DTMF

Reco Var/Option

apartment_,

--

<1350_apartment@CollectAddress If Necessary
_ZipCode apt_>

building_

--

<1350_apartment@CollectAddress If Necessary
_ZipCode bldg_>

floor_

--

<1350_apartment@CollectAddress If Necessary
_ZipCode fl_>

mailstop_

--

<1350_apartment@CollectAddress If Necessary
_ZipCode msc_>

suite_

--

<1350_apartment@CollectAddress If Necessary
_ZipCode ste_>

unit_

--

<1350_apartment@CollectAddress If Necessary
_ZipCode unit_>

no apartment

--

<1350_apartment@CollectAddress If Necessary
_ZipCode no_apt>

Grammar
Confirm

Actions
Option

Condition

[(apartment), (unit),
(apartment number),
(suite), (building),
(floor), (mailstop)]
or no_apt

or no_apt
successful collection
(even upon 'yes'
confirmation)

street confirmed

Action

Transition

Prompt: [ad0150_out_01]
Thanks.

goto:
ad0160_BranchConfirmOrNot_D
S

Confirmation Prompts
Option

Condition

Name

Wording

--

Always

ad0150_cnf_ini_0 I think you said...
1

apt_,

ad0150_cnf_ini_0 ...apartment ...
5

bldg_

ad0150_cnf_ini_0 ...building ...
6

fl_ --

ad0150_cnf_ini_0 ...floor ...
7

msc_

ad0150_cnf_ini_0 ...mailstop ...
8

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ste_

ad0150_cnf_ini_0 ...suite ...
9

unit_

ad0150_cnf_ini_1 ...unit ...
0

no_apt

--

ad0150_cnf_ini_0 ...no apartment...
3

--

Always

ad0150_cnf_ini_0 Is that correct?
4

Confirmation Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

--

Prompt: [ad0150_cnf_nm1_01]
Please say yes or no.

--

nomatch 2

--

Prompt: [ad0150_cnf_nm2_01]
Please say yes or press one, or say
no or press two.

--

noinput 1

--

Prompt: [ad0150_cnf_ni1_01]
Sorry..... Please say yes or no.

--

noinput 2

--

Prompt: [ad0150_cnf_ni2_01]
(Sorry, but I still didn't get that).
Please say yes or press one, or say
no or press 2.

--

noinput 3

--

Prompt: [gl_cnf_ni3_01]
event: event.conf.noinput
Sorry, we seem to be having trouble. goto: mm3000_ABRStatus_DS

nomatch 3

--

Prompt: [gl_cnf_nm3_01]
event: event.conf.nomatch
Sorry, we seem to be having trouble. goto: mm3000_ABRStatus_DS

Type

Condition

Action

nomatch 1

Always

Prompt: [ad0150_ree_03]
Re-Recognition:
Let's try again. Say or enter your
apartment or unit number. If there isn't
any, just say "No Apartment".

nomatch 2

^

Prompt: [ad0150_ree_04]
Re-Recognition:
Sorry. Using your keypad, enter your
apartment or unit number. If you don't
have an apartment or unit number,
just say 'No Apartment'.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

^

Prompt: [ad0150_ree_05]
Re-Recognition:
Say or enter your apartment or unit
number. If there isn't any, just say "No
Apartment".

noinput 2

^

Prompt: [ad0150_ree_06]
Re-Recognition:
Sorry. Using your keypad, enter your
apartment or unit number. If you don't
have an apartment or unit number,
just say 'No Apartment'.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

Recovery Behavior
Transition

--

--

Commands: State-Specific Behavior
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See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
We will interpret a digit string entry here as the apartment number. On re-entry, do not play the initial prompt. If the caller just says a number
app will automatically append with apartment.

ad0160_BranchConfirmOrNot_DS
Decision
Determines if confirmation is needed and routes accordingly. Value can be chosen depending on customer experience.
Entering From
ad0140_FullAddress_DM, ad0150_SecondaryAddress_DM

Actions
Condition

Action

Transition

overallconfirmation = ALWAYS

--

goto: ad0200_ConfirmFull_DM

overallconfirmation = NEVER

--

goto: ad0240_ExitSuccessPrompts_PP

Developer Notes
--

ad0200_ConfirmFull_DM
YesNo Recognition
Confirm the full address given by the caller.
Prompts, grammars, and logic are provided for reference only - it is actually a 'black-box' module.
Entering From
ad0160_BranchConfirmOrNot_DS

Initial Prompts
Type

Condition

Name

Wording

reprompt

Always

ad0200_ree_01

Let me make sure everything is correct. I have...

reprompt

If Street address

Always

TTS Prompt :
[ad0200_ree_02]

reprompt

^

IF contains pre-directional

TTS Prompt :
[ad0200_ree_03]

reprompt

^

IF no prompt for StreetName TTS Prompt :
[ad0200_ree_04]

reprompt

^

Always

TTS Prompt :
[ad0200_ree_05]

initial

^

IF contains
'apartment_'

TTS Prompt :
[ad0200_ini_01]

apartment

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initial

^

^

TTS Prompt :
[ad0200_ini_02]

apt_

initial

^

ELSE IF contains
'building_'

TTS Prompt :
[ad0200_ini_03]

building

initial

^

^

TTS Prompt :
[ad0200_ini_04]

bldg_

initial

^

ELSE IF contains
'floor_'

TTS Prompt :
[ad0200_ini_05]

floor

initial

^

^

TTS Prompt :
[ad0200_ini_06]

fl_

initial

^

ELSE IF contains
'mailstop_'

TTS Prompt :
[ad0200_ini_07]

mail stop

initial

^

^

TTS Prompt :
[ad0200_ini_08]

msc_

initial

^

ELSE IF contains
'suite_'

TTS Prompt :
[ad0200_ini_09]

suite

initial

^

^

TTS Prompt :
[ad0200_ini_10]

ste_

initial

^

ELSE
(contains 'unit_')

TTS Prompt :
[ad0200_ini_11]

unit

initial

^

^

TTS Prompt :
[ad0200_ini_12]

unit_

reprompt

IF Rural Route

Always

TTS Prompt :
[ad0200_ree_07]

reprompt

^

^

TTS Prompt :
[ad0200_ree_08]

reprompt

IF PO Box

Always

TTS Prompt :
[ad0200_ree_09]

reprompt

^

^

TTS Prompt :
[ad0200_ree_10]

reprompt

City

Always

TTS Prompt :
[ad0200_ree_11]

reprompt

State

Always

TTS Prompt :
[ad0200_ree_12]

reprompt

Zip Code

Always

TTS Prompt :
[ad0200_ree_13]

reprompt

Always

Always

ad0200_ree_14

Is that correct?

reprompt

Always

ad0200_ree_15

Again, the address I have is....

reprompt

If Street address

Always

TTS Prompt :
[ad0200_ree_16]

reprompt

^

IF contains pre-directional

TTS Prompt :
[ad0200_ree_17]

reprompt

^

IF no prompt for StreetName TTS Prompt :
[ad0200_ree_18]

reprompt

^

Always

TTS Prompt :
[ad0200_ree_19]

reprompt

^

IF contains
'apartment_'

TTS Prompt :
[ad0200_ree_33]

apartment

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reprompt

^

^

TTS Prompt :
[ad0200_ree_34]

apt_

reprompt

^

ELSE IF contains
'building_'

TTS Prompt :
[ad0200_ree_35]

building

reprompt

^

^

TTS Prompt :
[ad0200_ree_36]

bldg_

reprompt

^

ELSE IF contains
'floor_'

TTS Prompt :
[ad0200_ree_37]

floor

reprompt

^

^

TTS Prompt :
[ad0200_ree_38]

fl_

reprompt

^

ELSE IF contains
'mailstop_'

TTS Prompt :
[ad0200_ree_39]

mail stop

reprompt

^

^

TTS Prompt :
[ad0200_ree_40]

msc_

reprompt

^

ELSE IF contains
'suite_'

TTS Prompt :
[ad0200_ree_41]

suite

reprompt

^

^

TTS Prompt :
[ad0200_ree_42]

ste_

reprompt

^

ELSE
(contains 'unit_')

TTS Prompt :
[ad0200_ree_43]

unit

reprompt

^

^

TTS Prompt :
[ad0200_ree_44]

unit_

reprompt

IF Rural Route

Always

TTS Prompt :
[ad0200_ree_21]

reprompt

^

^

TTS Prompt :
[ad0200_ree_22]

reprompt

IF PO Box

Always

TTS Prompt :
[ad0200_ree_23]

reprompt

^

^

TTS Prompt :
[ad0200_ree_24]

reprompt

City

Always

TTS Prompt :
[ad0200_ree_25]

reprompt

State

Always

TTS Prompt :
[ad0200_ree_26]

reprompt

Zip Code

Always

TTS Prompt :
[ad0200_ree_27]

reprompt

Always

Always

ad0200_ree_28

Is that correct?

Sample Expressions

DTMF

Reco Var/Option

yes, correct, right

1

no, wrong

2

Grammar
Confirm

Actions
Option

Condition

Action

Transition

yes

--

--

goto:
ad0240_ExitSuccessPrompts_P
P

no

--

Assign:

goto:

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collectaddress_corrections_counter
=increment counter

ad0210_BranchExceedMaxCorre
ctions_DS

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [ad0200_ree_29]
Let's try again... IS that address
correct?

Re-Recognition:

nomatch 2

^

Prompt: [ad0200_ree_30]
Sorry. If I got everything right, press
1. If not, press 2. Or, to hear the
address again, press 9.

Re-Recognition:

nomatch 3

Always

Assign: transfer_reason =error

--

nomatch 3

Always

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

noinput 1

^

Prompt: [ad0200_ree_31]
If I got everything right say 'Yes' or
press 1. If not, say 'No' or press 2.
You can also say 'Repeat That' or
press 9 to hear the address again.

Re-Recognition:

noinput 2

^

Prompt: [ad0200_ree_32]
Sorry. If I got everything right, press
1. If not, press 2. Or, to hear the
address again, press 9.

Re-Recognition:

noinput 3

Always

Assign: transfer_reason =error

--

noinput 3

Always

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

Commands: State-Specific Behavior
Type

Condition

Action

Transition

repeat

--

Prompt: [ad0200_repeat_01]
Sure.

Re-Recognition: Reprompt

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
The reprompt in this state is only played after someone says 'repeat'

ad0210_BranchExceedMaxCorrections_DS
Decision
Determines if the maximum number of corrections have been reached.
Entering From
ad0200_ConfirmFull_DM

Actions
Condition

Action

Transition

IF corrections <= maxcorrections

--

goto:
ad0220_CheckPreviousConfirmations_DS

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Else

03/23/2020
--

goto: ad0230_ExitFailurePrompts_PP

Developer Notes
--

ad0220_CheckPreviousConfirmations_DS
Decision
Determines if primary and/or secondary address has already been confirmed and routes accordingly.
Entering From
ad0210_BranchExceedMaxCorrections_DS

Actions
Condition

Action

Transition

If we previously positively confirmed both full and
secondary addresses

--

goto: ad0230_ExitFailurePrompts_PP

If we previously positively confirmed full address (but not -secondary)

goto: ad0150_SecondaryAddress_DM

Else (no confirmations have taken place) -- we'll begin at -the beginning.

goto: ad0140_FullAddress_DM

Developer Notes
--

ad0230_ExitFailurePrompts_PP
Simple Play Prompt
Plays a message preparing the caller for transfer to an agent due to trouble understanding them.
Entering From
ad0210_BranchExceedMaxCorrections_DS, ad0220_CheckPreviousConfirmations_DS

Actions [Barge-in is OFF]
Condition

Action

Transition

Always

Prompt: [ad0230_out_01]
Sorry, I'm having trouble getting this...

Return to calling dialog:
BenefitsVerification
[bv0150_AddressOSDM_SD]
ChangeOfAddress
[ca0330_AddressOSDM_SD]
Transcription [tr0140_AddressOSDM_SD]

Developer Notes
--

ad0240_ExitSuccessPrompts_PP
Simple Play Prompt
Plays a successful exit message to the caller before transferring back to the calling dialogue.
Entering From
ad0160_BranchConfirmOrNot_DS, ad0200_ConfirmFull_DM, ad0250_BranchRecordOrNot_DS

Actions
Condition

Nuance Communications

Action

Transition

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Prompt: [ad0240_out_01]
Got it.

Always

Return to calling dialog:
BenefitsVerification
[bv0150_AddressOSDM_SD]
ChangeOfAddress
[ca0330_AddressOSDM_SD]
Transcription [tr0140_AddressOSDM_SD]

Developer Notes
No barge-in
Note: This is the exitsuccessprompts and can be configured by setting this parameter.
The prompts are played as follows: sum the maxcorrections variables. Compare this to the number of nomatches throughout. Choose the highest
of these two values to arrive at N. Play successprompts(N+1). If N>3, play successprompts3

ad0250_BranchRecordOrNot_DS
Decision
Determines if the address needs to be recorded based on the value of the variable 'collectfortranscription'.
Entering From

-Actions
Condition

Action

Transition

IF collectfortranscription = TRUE

--

goto: ad0260_Recording_DM

Else

Assign: collectaddress_exit_reason
=Failure

goto: ad0240_ExitSuccessPrompts_PP

Developer Notes
--

ad0260_Recording_DM
CustomContext Recognition
Asks the caller for their full address, including zip code, to be recorded.
Entering From
ad0250_BranchRecordOrNot_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ad0260_ree_01

I don't want to take too much of your time. I'll just
record you saying your address and have someone
take it down later. After the beep, please say your
full address, including the zip code.

reprompt

^

ad0260_ree_02

<1000ms silence>

reprompt

^

ad0260_ree_03

Sample Expressions

DTMF

Reco Var/Option

Confirm

--

--

--

--

Grammar

Actions
Option

Condition

Action

Transition

--

Always

Prompt: [ad0260_ree_04]
I've recorded your address.

--

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--

03/23/2020
Assign: collectaddress_exit_reason
=Failure

--

--

Recovery Behavior
See 1.1 Global Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
NOTE: this DM will never be used in the current SSA design.

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2.3 BenefitsVerification Dialog
This application allows callers who are currently receiving Social Security benefits to have a benefits verification or proof of income letter
mailed to them. Callers need this letter for various purposes such as applying for a loan or mortgage, assisted housing benefits, and Medicare
health insurance coverage.

bv0100_PingHost_DB
Database Call
Pings the host database to ensure the host is available.
Entering From
mm0505_BEVE_SD

Input parameters
Parameter

Value

processID

Which process to pass the request to. Values are: PING, AUTH, INFO,
AUTHINFO, MI, ENDSESSION, NONE.

requestID

Unique 10 digit ID for the request. 10 zeros, if not used.

timestamp

Transaction timestamp.

version

Version of the xml schema used.

Output parameters
Variable

Description

bv_statusCode

Possible values that can be returned are: 0000=Success, 0151=System
Failure, 0152=Off hour request, and 7777=Validation failure.

bv_statusDescription

Status code text description.

Actions
Condition

Action

Transition

If bv_statusCode=0000 (success)

Assign: =true

goto: bv0130_KBAuthentication_SD

Else (failure)

Always

Assign: beve_transaction_status =failure --

^

If bv_statusCode=0152 (off
hour request)

Prompt: [bv0100_out_01]
Return to calling dialog:
Sorry, our system is undergoing routine
main [mm0505_BEVE_SD]
maintenance and I'm unable to access
your records at this time. Please try back
in the morning. If you'd like to speak with
someone...

^

Else

Prompt: [bv0100_out_02]
Return to calling dialog:
Sorry, I'm having trouble getting access to main [mm0505_BEVE_SD]
your records...

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

bv0130_KBAuthentication_SD
Subdialog Call
Sub dialog call to 'Knowledge Based Authentication'.
Entering From
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bv0100_PingHost_DB
Dialog called
Proceed to initial node in:

KnowledgeBasedAuthentication

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

Transition

If kba_transaction_status=success

--

goto: bv0140_SubmitBEVERequest_DB

Else if kba_transaction_status=account_blocked

Assign: beve_transaction_status =failure Return to calling dialog:
main [mm0505_BEVE_SD]

Else if kba_transaction_status=attestation_declined

Assign: beve_transaction_status =failure Return to calling dialog:
main [mm0505_BEVE_SD]

Else (kba_transaction_status=failure)

Assign: beve_transaction_status =failure Return to calling dialog:
main [mm0505_BEVE_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
The request for the benefits verification letter is processed in authentication (ka0910_QueryKB_DB).

bv0140_SubmitBEVERequest_DB
Database Call
Database query that lets us know the status of the data submission request and whether the caller's address needs to be collected.
Entering From
bv0130_KBAuthentication_SD, bv0150_AddressOSDM_SD

Input parameters
Parameter

Value

processID

A string to tell KBA module which process to handle.

requestID

A numeric value used to track this particular request and should not
contain the SSN.

timestamp

Timestamp value, which indicates the exact time and date that this
request was initiated.

version

A string value containing a four-tiered version numbering system.

serverID

A string value that the vendor uses to distinguish the server that is
processing the transaction (should be unique)

actionType

String to tell the type of action invoked. This should always be
"SUBMIT".

SSN

a 9-digit ssn

Address

An address a noBeve caller may provide to receive their verification
letter. The IVR platform will perform validation to ensure that an
address is a valid address.

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addressLine1

Ex: Warehouses, Inc.

addressLine2

Ex: 123 Main Street

addressLine3

Ex: Unit 1265

addressLine4

Ex: Mail Stop 2

city

Ex: Baltimore

state

Ex: MD

zipcode

21117

ani

A phone number that the user uses to reach Verizon. The IVR platform
will perform validation to ensure that an ANI is submitted and is exactly
10 digits. If an ANI is not available, fill the field with 10 zeros.

Output parameters
Variable

Description

bv_statusCode

0000 - for "data submission" request: data is valid and processed/
BEVE letter request queued.
0001 - For "data submission" request: No Beve, address not found,
must be collected. "NOBEVE Data Processed"
0004 - For "data submission" request: address not found, must be
collected. "Collect Address"
0108 - For "data submission" request: cannot match the information
provided (unable to authenticate)
0151 - For all requests: system failure
0152 - For "data submission" or "ping" request: application is in offhours
0508 - For "data submission" request: block access (opt out)
7777 - For all requests: surface or relational edits validation failure
9999 - For "data submission" or "end session" request: data is invalid
(this is the expected status code when "end session submission"
request is sent)

bv_statusDescription

"Data Processed" / "Ping Successful": Description of status code 0000
"NOBEVE Data Processed": Description of status code 0001
"Collect Address": Description of status code 0004
"Cannot Match Information": Description of status code 0108
"System Failure": Description of status code 0151
"Off-Hours": Description of status code 0152
"Opt Out": Description of status code 0508
"Validation Future": Description of status code 7777
"Not Authenticated or Authorized": Description of status code 8888
"Data Invalid": Description of status code 9999

Actions
Condition

Action

Transition

If bv_statusCode = 0000
OR 0001

Always

Prompt: [bv0140_out_01]
All right, we're all set.

goto: bv0210_BEVESuccess_PP

Else if bv_statusCode =
0004

^

--

goto: bv0145_PlayNeedAddress_PP

Else
//any other status code

^

Assign: beve_transaction_status =failure --

^

If bv_statusCode = 0152

Prompt: [bv0140_out_02]
Return to calling dialog:
Sorry, our system is undergoing routine
main [mm0505_BEVE_SD]
maintenance and I'm unable to access
your records at this time. Please try back
in the morning.

^

Else

Prompt: [bv0140_out_03]
Return to calling dialog:
Sorry, I'm having trouble getting access to main [mm0505_BEVE_SD]
your records...

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Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

bv0145_PlayNeedAddress_PP
Play Prompt
Lets caller know they will need to provide an address for proof of income letter to be sent.
Entering From
bv0140_SubmitBEVERequest_DB

Actions
Condition

Action

Transition

Always

Prompt: [bv0145_out_01]
-To send you a letter, I need your address.

^

Comment: Comment: set parameters
before entering AddressOSDM

--

^

Assign: collectaddress_collectedzipcode
='FALSE'

--

^

Assign:
collectaddress_overallconfirmation
='ALWAYS'

--

^

Assign:
collectaddress_collectfortranscription
='FALSE'

--

^

Assign:
collectaddress_ziplookuperrorprompt
=default_address_ziplookuperrorprompt

--

^

Assign:
-collectaddress_citystatelookuperrorprompt
=default_address_citystatelookuperrorpro
mpt

^

Assign:
collectaddress_collectfortranscription
='FALSE'

goto: bv0150_AddressOSDM_SD

Developer Notes
--

bv0150_AddressOSDM_SD
Subdialog Call
Subdialog call to "Address Collection"
Entering From
bv0145_PlayNeedAddress_PP
Dialog called
Proceed to initial node in:

AddressOSDM

Input parameters
Parameter

Nuance Communications

Value

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--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

Transition

If success

Assign: missingAddressCollected =true

--

^

Prompt: [bv0150_out_01]
Please hold on while I submit that.

goto: bv0140_SubmitBEVERequest_DB

Else

Assign: beve_transaction_status =failure Return to calling dialog:
main [mm0505_BEVE_SD]

//failure

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

bv0210_BEVESuccess_PP
Simple Play Prompt
Informs the caller how long it will take to receive the request and that it was submitted successfully.
Entering From
bv0140_SubmitBEVERequest_DB

Actions [Barge-in is OFF]
Condition

Action

Transition

If missingAddressCollected=true

Prompt: [bv0210_out_02]
-You should receive your 'Proof of Income'
letter in the mail within seven days.

Else

Prompt: [bv0210_out_01]
-You should receive your 'Proof of Income'
letter in the mail within seven days at the
address we have on file for you. If you've
moved, or you're planning to move, make
sure to give the post office your new
address.

Always

--

goto: bv0220_TransactionEnd_PP

Developer Notes
--

bv0220_TransactionEnd_PP
Simple Play Prompt
Gives the caller the option to hang up if they're finished.
Entering From
bv0210_BEVESuccess_PP

Actions [Barge-in is OFF]
Condition
Nuance Communications

Action

Transition

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Always

Assign: beve_transaction_status
=success

--

^

Prompt: [bv0220_out_01]
If you're finished, feel free to hang up.
Otherwise...

Return to calling dialog:
main [mm0505_BEVE_SD]

Developer Notes
--

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2.4 ChangeOfAddress Dialog
The Change of Address application allows callers to update their phone number and/or address on file.

ca0100_PingHost_DB
Database Call
Pings the host database to ensure the host is available.
Entering From
mm0310_ChangeOfAddress_SD

Input parameters
Parameter

Value

processID

Which process to pass the request to. Values are: PING, AUTH, INFO,
AUTHINFO, MI, ENDSESSION, NONE.

requestID

Unique 10 digit ID for the request. 10 zeros, if not used.

timestamp

Transaction timestamp.

version

Version of the xml schema used.

Output parameters
Variable

Description

ca_statusCode

Possible values that can be returned are: 0000=Success, 0150=System
Failure-connected but failed for other reasons, 0151=System Failure,
0152=Off hour request, and 7777=Validation failure.

ca_statusDescription

Status code text description.

Actions
Condition

Action

Transition

If ca_statusCode=0000 (success)

--

goto: ca0200_IntroMsg_PP

Else (failure)

Always

Assign: coa_transaction_status =failure

--

^

If ca_statusCode=0152 (off
hours request)

Prompt: [ca0100_out_01]
Return to calling dialog:
Sorry, our system is undergoing routine
main [mm0310_ChangeOfAddress_SD]
maintenance and I'm unable to access
your records at this time. Please try back
in the morning. If you'd like to speak with
someone...

^

Else

Prompt: [ca0100_out_02]
Return to calling dialog:
Sorry, I'm having trouble getting access to main [mm0310_ChangeOfAddress_SD]
your records...

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

ca0200_IntroMsg_PP
Simple Play Prompt
Introduction prompt for the Change of Address application.
Entering From
ca0100_PingHost_DB
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Actions [Barge-in is OFF]
Condition

Action

Transition

Always

Prompt: [ca0200_out_01]
To get started, I have a couple of
questions...

goto: ca0220_ReceivingBenefits_DM

Developer Notes
--

ca0220_ReceivingBenefits_DM
YesNo Recognition
Asks callers whether or not they are receiving benefits.
Entering From
ca0200_IntroMsg_PP

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ca0220_ini_01

Are you receiving retirement, survivor, or disability
benefits?

Sample Expressions

DTMF

Reco Var/Option

no

2

Never

yes, retirement, survivor, disability

1

Grammar
Confirm
Never

Actions
Option

Condition

Action

Transition

yes

Always

--

goto:
ca0260_CallingAboutSelf_DM

no

Always

--

goto: ca0230_NotEligible_DM

Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [ca0220_nm1_01]
Let's try again...ARE you receiving
retirement, survivor, or disability
benefits?

Re-Recognition:

nomatch 2

^

Prompt: [ca0220_nm2_01]
Re-Recognition:
Sorry. If you're currently receiving
retirement benefits, survivor benefits,
or disability benefits, press 1. If you
are NOT receiving any of those
benefits, press 2.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

^

Prompt: [ca0220_ni1_01]
Re-Recognition:
If you ARE receiving benefits for
retirement, survivorship, or disability,
say 'Yes' or press 1. If not, say 'No',
or press 2.

noinput 2

^

Prompt: [ca0220_ni2_01]

Recovery Behavior

Nuance Communications

Social Security Administration
CONFIDENTIAL

--

Re-Recognition:
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Sorry. If you're currently receiving
retirement benefits, survivor benefits,
or disability benefits, press 1. If you
are NOT receiving any of those
benefits, press 2.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ca0230_NotEligible_DM
CustomContext Recognition
Informs callers that they must be receiving benefits in order to change their address.
Entering From
ca0220_ReceivingBenefits_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ca0230_ini_01

In order to change your address, even with the help
of an agent, you must already be receiving benefits.
Otherwise, we don't keep your address on file. For
more details, and tips about what you CAN do, say
'More Information.' If you're finished, feel free to
hang up. Otherwise, hold on and I'll take you back to
the Main Menu...

Sample Expressions

DTMF

Reco Var/Option

Confirm

more information

1

If Necessary

Grammar

Actions
Option

Condition

Action

Transition

more_information

Always

--

goto:
ca0240_NotEligibleDetails_DM

Confirmation Prompts
Option

Condition

more_informa Always
tion

Name

Wording

ca0230_cnf_ini_0 You'd like more information, right?
1

Confirmation Recovery Behavior
See 1.3 Global Confirmation
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Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt: [ca0230_nm1_01]
Re-Recognition:
Let's try again... You can say 'More
Information' or press 1. Otherwise,
you can hang up if you're finished, or
hold on and I'll take you back to the
Main Menu...

Transition

nomatch 2

Always

Prompt: [ca0230_nm2_01]
Re-Recognition:
Sorry. In order to change your
address, you must ALREADY be
receiving benefits. For more
information, press 1. Otherwise, feel
free to hang up, or just hold on and
we'll continue.

nomatch 3

Always

Assign: coa_transaction_status
=not_eligible

nomatch 3

If office_hours=true

Prompt: [ca0230_nm3_01]
Return to calling dialog:
To speak with someone, say 'Agent.' main
Otherwise...
[mm0310_ChangeOfAddress_S
D]

nomatch 3

Else (office_hours=false)

Prompt: [ca0230_nm3_02]
Let's keep going...

Return to calling dialog:
main
[mm0310_ChangeOfAddress_S
D]

noinput 1

Always

Assign: coa_transaction_status
=not_eligible

--

noinput 1

If office_hours=true

Prompt: [ca0230_ni1_01]
Return to calling dialog:
To speak with someone, say 'Agent.' main
[mm0310_ChangeOfAddress_S
Otherwise...
D]

noinput 1

Else (office_hours=false)

Prompt: [ca0230_ni1_02]
Let's keep going...

--

Return to calling dialog:
main
[mm0310_ChangeOfAddress_S
D]

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ca0240_NotEligibleDetails_DM
CustomContext Recognition
Provides callers with more information about why they are not eligible to change address.
Entering From
ca0230_NotEligible_DM

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Initial Prompts
Type

Condition

Name

Wording

initial

Always

ca0240_ini_01

Sure, here's some more information. You can only
change your address if you're currently receiving
Social Security retirement, disability, or survivor
benefit payments. If you're NOT receiving benefits,
the Social Security Administration doesn't keep your
address on file (so even an agent can't do it). In this
case, to change the address where we send your
Social Security statements, you'll need to contact the
Internal Revenue Service. The easiest way to do
that is just enter your new address on your tax
return, but if you need to do it sooner, you can use
IRS form 8-8-2-2, which you can get by calling 1800-829-3676.

initial

^

ca0240_ini_02

<1000ms silence>

initial

^

ca0240_ini_03

Now, do you want to hear that again?

reprompt

Always

ca0240_ree_01

You can only change your address if you're currently
receiving Social Security retirement, disability, or
survivor benefit payments. If you're NOT receiving
benefits, the Social Security Administration doesn't
keep your address on file (so even an agent can't do
it). In this case, to change the address where we
send your Social Security statements, you'll need to
contact the Internal Revenue Service. The easiest
way to do that is just enter your new address on
your tax return, but if you need to do it sooner, you
can use IRS form 8-8-2-2, which you can get by
calling 1-800-829-3676.

reprompt

^

ca0240_ree_02

<1000ms silence>

reprompt

^

ca0240_ree_03

Now, do you want to hear that again?

Sample Expressions

DTMF

Reco Var/Option

Confirm

yes

1

Never

no

2

Never

Grammar

Actions
Option

Condition

Action

Transition

no

--

Assign: coa_transaction_status
=not_eligible

--

^

--

Prompt: [ca0240_out_01]
All right. If you've APPLIED to receive
benefits and need to change your
address, say 'Agent' and we'll help
you locate the office that has your
pending claim. If you're finished, feel
free to hang up. Otherwise, just hang
on and I'll take you back to the Main
Menu.

Return to calling dialog:
main
[mm0310_ChangeOfAddress_S
D]

yes

Always

Prompt: [ca0240_out_02]
Sure.

Re-Recognition: Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [ca0240_nm1_01]
Let's try again... Would you like to
hear that information again?

Re-Recognition:

Recovery Behavior

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nomatch 2

If office_hours=true

Prompt: [ca0240_nm2_01]
Sorry. To hear the information about
why I can't help you change your
address again, press 1. If you don't
want to hear it again, press 2. Or, if
you've APPLIED to receive benefits
and need to change your address,
press 0 and I'll get someone to help
you.

Re-Recognition:

nomatch 2

Else (office_hours=false)

Prompt: [ca0240_nm2_02]
Sorry. To hear the information about
why I can't help you change your
address again, press 1. If you don't
want to hear it again, press 2.

Re-Recognition:

nomatch 3

Always

Assign: coa_transaction_status
=not_eligible

--

nomatch 3

If office_hours=true

Prompt: [ca0240_nm3_01]
Sorry we're having trouble. If you've
APPLIED to receive benefits and
need to change your address, press 0
and I'll get someone to help you.
Otherwise,...

Return to calling dialog:
main
[mm0310_ChangeOfAddress_S
D]

nomatch 3

Else (office_hours=false)

Prompt: [ca0240_nm3_02]
Return to calling dialog:
Sorry we're having trouble. Let's keep main
[mm0310_ChangeOfAddress_S
going...
D]

noinput 1

Always

Prompt: [ca0240_ni1_01]
Re-Recognition:
If you'd like to hear the information
again, say 'Yes' or press 1. If not, say
'No' or press 2.

noinput 2

Always

Assign: coa_transaction_status
=not_eligible

--

noinput 2

If office_hours=true

Prompt: [ca0240_ni2_01]
If you've APPLIED to receive benefits
and need to change your address,
press 0 and I'll get someone to help
you. Otherwise,...

Return to calling dialog:
main
[mm0310_ChangeOfAddress_S
D]

noinput 2

Else (office_hours=false)

Prompt: [ca0240_ni2_02]
Let's keep going...

Return to calling dialog:
main
[mm0310_ChangeOfAddress_S
D]

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ca0260_CallingAboutSelf_DM
YesNo Recognition

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Asks callers whether or not they are calling about their own benefits (as opposed to someone else's).
Entering From
ca0220_ReceivingBenefits_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ca0260_ini_01

And, is this change for yourself?

reprompt

(after repeat)

ca0260_ree_01

Is the change you're calling about for your OWN
benefit or payment?

Sample Expressions

DTMF

Reco Var/Option

no, not mine
// no

2

Never

yes, my own
// yes

1

Never

repeat, repeat that
// repeat

9

Grammar
Confirm

Never

Actions
Option

Condition

Action

Transition

no

Always

Assign: coa_transaction_status
=not_self

--

^

^

Prompt: [ca0260_out_01]
All right. To change the address of
another person, they'll need to be with
you while you speak with an agent...

Return to calling dialog:
main
[mm0310_ChangeOfAddress_S
D]

yes

Always

--

goto:
ca0300_KBAuthentication_SD

repeat

Always

Prompt: [ca0260_out_02]
Sure.

Re-Recognition: Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [ca0260_nm1_01]
Re-Recognition:
Let's try again... Is the change you're
calling about for your OWN benefit or
payment?

nomatch 2

^

Prompt: [ca0260_nm2_01]
Re-Recognition:
Sorry. If you're calling about a
change that affects the benefits or
payments that YOU receive, press 1.
If you're calling on behalf of someone
else, press 2.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

^

Prompt: [ca0260_ni1_01]
Re-Recognition:
If the change you'd like to make is for
your OWN benefit or payment, say
'Yes' or press 1. If you're calling for
someone else, say 'No' or press 2.

noinput 2

^

Prompt: [ca0260_ni2_01]
Re-Recognition:
Sorry. If you're calling about benefits

Recovery Behavior

Nuance Communications

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CONFIDENTIAL

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of payments that YOU receive, press
1. If you're calling on behalf of
someone else, press 2.

noinput 3

Always

Assign: transfer_reason =error

--

noinput 3

Always

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

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ca0300_KBAuthentication_SD
Subdialog Call
Sub dialogue call to the Knowledge Based Authentication module to collect: SSN, name, DOB, POB, and last payment.
Entering From
ca0260_CallingAboutSelf_DM
Dialog called
Proceed to initial node in:

KnowledgeBasedAuthentication

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

Transition

If kba_transaction_status=success

--

goto: ca0310_TypeOfChange_DM

Elseif kba_transaction_status=account_blocked

Assign: coa_transaction_status =failure

Return to calling dialog:
main [mm0310_ChangeOfAddress_SD]

Elseif kba_transaction_status=attestation_declined

Assign: coa_transaction_status =failure

Return to calling dialog:
main [mm0310_ChangeOfAddress_SD]

Else (kba_transaction_status=failure)

Assign: coa_transaction_status =failure

Return to calling dialog:
main [mm0310_ChangeOfAddress_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior

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Developer Notes
--

ca0310_TypeOfChange_DM
CustomContext Recognition
Asks callers whether they want to change address, phone number, or both.
Entering From
ca0300_KBAuthentication_SD

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ca0310_ini_01

What would you like to change - your 'Address,' your
'Phone Number,' or 'Both.'

Sample Expressions

DTMF

Reco Var/Option

Confirm

change both, both

3

If Necessary

change my phone number, my phone, phone number

2

If Necessary

change my address, my address, address

1

Grammar

If Necessary

Actions
Option

Condition

Action

Transition

address

--

Assign: change_what =address

--

^

--

Prompt: [ca0310_out_01]
Okay. Address.

goto:
ca0320_SetAddressParameters_
DS

both

--

Assign: change_what =both

--

^

--

goto:
Prompt: [ca0310_out_02]
Okay. Let's start with your address... ca0320_SetAddressParameters_
DS

phone

--

Assign: change_what =phone

--

^

--

Prompt: [ca0310_out_03]
Okay.

goto:
ca0400_RemoveOrChangePhon
e_DM

Confirmation Prompts
Option

Condition

Name

Wording

address

Always

ca0310_cnf_ini_0 You'd like to change your address, right?
1

phone

Always

ca0310_cnf_ini_0 You'd like to change your phone number, right?
2

both

Always

ca0310_cnf_ini_0 You'd like to change both your address AND your
3
phone number. Is that right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [ca0310_nm1_01]

Re-Recognition:

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Let's try again. You can say 'Address'
or press 1, 'Phone Number' or press
2, OR say 'Both' or press 3.

nomatch 2

^

Prompt: [ca0310_nm2_01]
Sorry. If you'd like to change your
address, press 1. To change your
phone number, press 2. If you need
to change both your address AND
your phone number, press 3.

Re-Recognition:

nomatch 3

Always

Assign: transfer_reason =error

--

nomatch 3

Always

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

noinput 1

^

Prompt: [ca0310_ni1_01]
Re-Recognition:
If you're calling to change your
address, say 'Address' or press 1. To
change your phone number, say
'Phone Number' or press 2. Or, if
you'd like to change both of them, say
'Both' or press 3.

noinput 2

^

Prompt: [ca0310_ni2_01]
Sorry. If you'd like to change your
address, press 1. To change your
phone number, press 2. Or, if you
need to change both your address
AND your phone number, press 3.

Re-Recognition:

noinput 3

Always

Assign: transfer_reason =error

--

noinput 3

Always

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

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ca0320_SetAddressParameters_DS
Decision
Sets parameters needed for entering the address module.
Entering From
ca0310_TypeOfChange_DM

Actions
Condition

Action

Always

Comment: set parameters before entering -AddressOSDM

^

Assign: collectaddress_entryprompt
='empty'

Nuance Communications

Transition

Social Security Administration
CONFIDENTIAL

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^

Assign: collectaddress_collectedzipcode
='FALSE'

--

^

Assign:
collectaddress_overallconfirmation
='ALWAYS'

--

^

Assign:
collectaddress_collectfortranscription
='FALSE'

--

^

Assign:
collectaddress_ziplookuperrorprompt
=default_address_ziplookuperrorprompt

--

^

Assign:
-collectaddress_citystatelookuperrorprompt
=default_address_citystatelookuperrorpro
mpt

^

Assign:
collectaddress_exitsuccessprompt
=default_address_exitsuccessprompt

--

^

--

goto: ca0330_AddressOSDM_SD

Developer Notes
--

ca0330_AddressOSDM_SD
Subdialog Call
Calls the address module.
Entering From
ca0320_SetAddressParameters_DS
Dialog called
Proceed to initial node in:

AddressOSDM

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

Transition

success

If change_what=address

--

goto: ca0430_COAEffectiveASAP_DM

^

Else (change_what=both)

Prompt: [ca0330_out_01]
Now let's take care of your phone
number...

goto:
ca0400_RemoveOrChangePhone_DM

Assign: coa_transaction_status =failure

Return to calling dialog:
main [mm0310_ChangeOfAddress_SD]

failure

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes

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Social Security Administration
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--

ca0400_RemoveOrChangePhone_DM
CustomContext Recognition
Asks the caller if they want to remove their phone number or change it.
Entering From
ca0310_TypeOfChange_DM, ca0330_AddressOSDM_SD

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ca0400_ini_01

Do you want to 'Change' or 'Remove' your number?

Sample Expressions

DTMF

Reco Var/Option

Confirm

change, change my number, change phone number
// change

1

If Necessary

remove, remove my number, remove phone number
// remove

2

If Necessary

Grammar

Actions
Option

Condition

Action

Transition

change

Always

Prompt: [ca0400_out_01]
All right.

goto:
ca0410_TypeOfPhone_DM

remove

Always

Prompt: [ca0400_out_02]
All right.

goto:
ca0430_COAEffectiveASAP_DM

Confirmation Prompts
Option

Condition

Name

change

Always

ca0400_cnf_ini_0 You want to change your phone number, right?
1

Wording

remove

Always

ca0400_cnf_ini_0 You want to remove your phone number, right?
2

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [ca0400_nm1_01]
Let's try again... You can say
'Change' phone number, or press 1,
OR say 'Remove' phone number, or
press 2.

Re-Recognition:

nomatch 2

^

Prompt: [ca0400_nm2_01]
Re-Recognition:
Sorry. If you'd like to change your
phone number, press 1. If want to
remove your phone number from our
records, press 2.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

^

Prompt: [ca0400_ni1_01]

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Let's try again... You can say
'Change' phone number, or press 1,
OR say 'Remove' phone number, or
press 2.

noinput 2

^

Prompt: [ca0400_ni2_01]
Re-Recognition:
Sorry. If you'd like to change your
phone number, press 1. If want to
remove your phone number from our
records, press 2.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ca0410_TypeOfPhone_DM
CustomContext Recognition
Asks callers which phone number to change.
Entering From
ca0400_RemoveOrChangePhone_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ca0410_ini_01

For our records, what type of number is this 'Home,' 'Work,' 'Cell,' your 'Attorney's' number, or
'Something Else.'

Sample Expressions

DTMF

Reco Var/Option

Confirm

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

5

Never

?(it's my) [attorney attorney's lawyer lawyer's] ?phone ?number

4

Never

?(it's [my a]) [mobile cell] ?phone ?number

3

Never

?(it's [my a]) [work office business] ?phone ?number

2

Never

?(it's [my a]) home ?phone ?number

1

Never

Grammar

Actions
Option

Condition

Action

Transition

attorney

--

Assign: phone_type =attorney

goto:
ca0420_CollectPhoneNumber_D
M

home

--

Assign: phone_type =home

goto:

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ca0420_CollectPhoneNumber_D
M

cell

--

Assign: phone_type =cell

goto:
ca0420_CollectPhoneNumber_D
M

something_else

--

Assign: phone_type =other

goto:
ca0420_CollectPhoneNumber_D
M

work

--

Assign: phone_type =work

goto:
ca0420_CollectPhoneNumber_D
M

Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [ca0410_nm1_01]
Re-Recognition:
Let's try again. You can say 'Home
Number' or press 1, 'Work Number' or
press 2, 'Cell Number' or 3, 'Attorney's
Number' or 4, or for anything else, say
'It's Something Else' or press 5.

nomatch 2

^

Prompt: [ca0410_nm2_01]
Re-Recognition:
Sorry. If it's your HOME phone
number, press 1. If it's a WORK
phone number, press 2. If it's your
Cell number, press 3. If it's your
ATTORNEY's number, press 4. Or, if
it's anything else, press 5.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

^

Prompt: [ca0410_ni1_01]
Re-Recognition:
You can say 'Home Number' or press
1, 'Work Number' or press 2, 'Cell
Number' or 3, 'Attorney's Number' or
4, or for anything else, say 'It's
Something Else' or press 5.

noinput 2

^

Prompt: [ca0410_ni2_01]
Re-Recognition:
Sorry. If it's your HOME phone
number, press 1. If it's a WORK
phone number, press 2. If it's your
Cell number, press 3. If it's your
ATTORNEY's number, press 4. Or, if
it's anything else, press 5.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

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
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--

ca0420_CollectPhoneNumber_DM
Phone Recognition
Asks callers for 10-digit phone number.
Entering From
ca0410_TypeOfPhone_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ca0420_ini_01

And, starting with the area code, what's your new
number?

reprompt

(after repeat or disconfirmation)

ca0420_ree_01

Starting with the area code, what's your new
telephone number?

Sample Expressions

DTMF

Reco Var/Option

Confirm

<10-digit phone number>

<10-digit string]

Always

repeat, repeat that
// repeat

9

Never

Grammar

Actions
Option

Condition

Action

Transition

phone_number

Always

Prompt: [ca0420_out_01]
All right.

goto:
ca0430_COAEffectiveASAP_DM

repeat

Always

Prompt: [ca0420_out_02]
Sure.

Re-Recognition: Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

phone_numb Always
er

ca0420_cnf_ini_0 That phone number is...
1

^

Always

ca0420_cnf_ini_0 ...[phone_number].
2

--

Always

gl_cnf_ini_02

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt: [ca0420_nm1_01]
Re-Recognition:
Let's try again. Please say or enter
the new area code and phone number
now.

nomatch 2

^

Prompt: [ca0420_nm2_01]
Sorry. Please enter the new area
code and phone number now.

Re-Recognition:

nomatch 3

Always

Assign: transfer_reason =error

--

nomatch 3

Always

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

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noinput 1

^

Prompt: [ca0420_ni1_01]
Please say or enter the new area
code and phone number now.

Re-Recognition:

noinput 2

^

Prompt: [ca0420_ni2_01]
Sorry. Please enter the new area
code and phone number now.

Re-Recognition:

noinput 3

Always

Assign: transfer_reason =error

--

noinput 3

Always

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

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ca0430_COAEffectiveASAP_DM
Date Recognition
Asks caller if they would like the change of address/phone number to be effective as soon as possible.
Entering From
ca0330_AddressOSDM_SD, ca0400_RemoveOrChangePhone_DM, ca0420_CollectPhoneNumber_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ca0430_ini_01

Would you like this change to take effect as soon as
possible?

Sample Expressions

DTMF

Reco Var/Option

Confirm

yes, yeah, as soon as possible

1

Never

no

2

Never

Grammar

Actions
Option

Condition

Action

Transition

no

Always

Prompt: [ca0430_out_01]
Okay.

goto: ca0435_EffectiveDate_DM

yes

Always

Assign: effective_date =

--

^

^

goto:
Prompt: [ca0430_out_02]
Great. Hold on while I process this. (It ca0440_SendAddressPhone_DB
may take a few seconds...)

Recovery Behavior
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Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [ca0430_nm1_01]
Let's try again...Would you like this
change to take effect as soon as
possible?

Re-Recognition:

nomatch 2

^

Prompt: [ca0430_nm2_01]
Re-Recognition:
Sorry. If you want the change to take
effect as soon as possible, press 1.
Otherwise, press 2, and I'll get the
date you would like the change to go
into effect.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

^

Prompt: [ca0430_ni1_01]
Re-Recognition:
If you want the change to take effect
as soon as possible say 'Yes' or press
1. If not, say 'No' or press 2.

noinput 2

^

Prompt: [ca0430_ni2_01]
Re-Recognition:
Sorry. If you want the change to take
effect as soon as possible, press 1.
Otherwise, press 2, and I'll get the
date you would like the change to go
into effect.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

--

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ca0435_EffectiveDate_DM
CustomContext Recognition
After the caller indicated they don't want their change of address/phone number to take effect asap, asks what date within the next three months
they would like their change of address/phone number to take effect.
Entering From
ca0430_COAEffectiveASAP_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ca0435_ini_01

Tell me the date, within the next three months, that
you want the change to take effect.

Grammar

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Sample Expressions

DTMF

Reco Var/Option

Confirm

mm/dd/yyyy, mm/dd, April tenth, April tenth 2011, etc...

4-8 digit string

>

Always

Actions
Option

Condition

Action

Transition

If =>

Assign: effective_date =

--

^

Else ( <

Assign: effective_date
=

--

^

Always

Prompt: [ca0435_out_01]
Great. Hold on while I submit this. (It
may take a few seconds...)

goto:
ca0440_SendAddressPhone_DB

Confirmation Prompts
Option

Condition

Name

Wording

Always

ca0435_cnf_ini_0 You'd like the change to take effect on...
1

^

Always

ca0435_cnf_ini_0
2

--

Always

gl_cnf_ini_02

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt: [ca0435_nm1_01]
Re-Recognition:
Let's try again. You can say a month
and day within the next three months,
such as April 21st, or enter zero four
two one.

Transition

nomatch 2

^

Prompt: [ca0435_nm2_01]
Re-Recognition:
One more time. Enter the two-digit
month and two-digit day that you want
the change to take effect. For
example, for April 21st, enter zero
four two one.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

^

Prompt: [ca0435_ni1_01]
You can say a month and day within
the next three months, such as April
21st, or enter zero four two one.

noinput 2

^

Prompt: [ca0435_ni2_01]
Re-Recognition:
Sorry. Enter the two-digit month and
two-digit day that you want the
change to take effect. For example,
for April 21st, enter zero four two one.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

--

Re-Recognition:

--

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
NOTE: the grammar will accept a rolling 90 day range - projecteing into the future - relative to the current date

ca0440_SendAddressPhone_DB
Database Call
Changes address and/or phone number in the backend database.
Entering From
ca0430_COAEffectiveASAP_DM, ca0435_EffectiveDate_DM

Input parameters
Parameter

Value

processID

Which process to pass the request to. Values are: PING, AUTH, INFO,
AUTHINFO, MI, ENDSESSION, NONE.

requestID

Unique 10 digit ID for the request. 10 zeros, if not used.

timestamp

Transaction timestamp.

version

Version of the xml schema used.

actionType

--

ui

Type of user, T for Telephone

addressLine1

Street Address Line 1

addressLine2

Street Address Line 2

addressLine3

Street Address Line 3

addressLine4

Street Address Line 4

city

City

state

2 character state abbreviation

zip

5 digit zip code

phoneArea

3 digit phone area code

phoneExch

3 digit phone exchange

phoneNum

4 digit phone number

telephoneType

1 character phone type. The available choices are: H (home), W (work),
M (mobile), A (attorney), O (other), D (remove telephone number), and
a space (no change)

effectiveMonth

2-digit string representing the effective month in the format MM. The
months (MM) are in the range of 01 to 12

effectiveDay

2-digit string representing the effective day in the format DD. The days
(DD) are in the range of 01 to 31.

effectiveYear

4-digit string representing the effective year in the format CCYY. The
years (CCYY) should only be current year or the current year plus one.

ani

Output parameters
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Variable

Description

ca_statusCode

Possible values that can be returned are: 0000=Success, 0001=data is
valid and processed and the user already has direct deposit, 0002=data
is valid and processed and the user does not have direct deposit,
0150=System Failure-connected but failed for other reasons,
0151=System Failure, 0152=Off hour request, 0508=Block Access,
7777=Validation failure, and 9999=Data is invalid.

ca_statusDescription

Status code text description.

Actions
Condition

Action

Transition

Assign: coa_transaction_status =success --

If success

Prompt: [ca0440_out_01]
-All set! Your information change has been
sent for processing which may take up to
three business days. As requested...

^

Always

^

If effective_date=current date Prompt: [ca0440_out_02]
...this change will take effect as soon as
possible.

^

Else

Prompt: [ca0440_out_03]
...this change will be effective on...

--

^

^

Prompt: [ca0440_out_04]

--

^

Always

Prompt: [ca0440_out_05]
If you're done, feel free to hang up.
Otherwise...

Return to calling dialog:
main [mm0310_ChangeOfAddress_SD]

Else (failure)

Always

Assign: coa_transaction_status =failure

--

^

If ca_statusCode=0152 (off
hours request)

Prompt: [ca0440_out_06]
Return to calling dialog:
Sorry, our system is undergoing routine
main [mm0310_ChangeOfAddress_SD]
maintenance and I'm unable to access
your records at this time. Please try back
in the morning. If you'd like to speak with
someone...

^

Else

Prompt: [ca0440_out_07]
Sorry, but I'm having trouble processing
this request.

--

Return to calling dialog:
main [mm0310_ChangeOfAddress_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

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2.5 ClaimStatusRequests Dialog
This module enables callers to be able to check on the status of a claim they have already filed.

cs0100_PingHost_DB
Database Call
Pings the host database to ensure the host is available.
Entering From
mm0520_ApplicationStatus_SD

Input parameters
Parameter

Value

processID

Which process to pass the request to. Values are: PING, AUTH, INFO,
AUTHINFO, MI, ENDSESSION, NONE.

requestID

Unique 10 digit ID for the request. 10 zeros, if not used.

timestamp

Transaction timestamp.

version

Version of the xml schema used.

Output parameters
Variable

Description

cs_statusCode

Possible values that can be returned are: 0000=Success, 0151=System
Failure, 0152=Off hour request, and 7777=Validation failure.

cs_statusDescription

Status code text description.

Actions
Condition

Action

Transition
goto: cs0110_KBAuthentication_SD

If cs_statusCode=0000
(success)

Always

--

Else (failure)

Always

Assign: claims_transaction_status =failure --

^

If cs_statusCode=0152 (off Prompt: [cs0100_out_01]
Return to calling dialog:
hours request)
Sorry, our system is undergoing routine
main [mm0520_ApplicationStatus_SD]
maintenance and I'm unable to access
your records at this time. Please try back
in the morning. If you'd like to speak with
someone...

^

Else

Prompt: [cs0100_out_02]
Return to calling dialog:
Sorry, I'm having trouble getting access to main [mm0520_ApplicationStatus_SD]
your records...

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

cs0110_KBAuthentication_SD
Subdialog Call
Sub dialogue call to 'Knowledge Based Authentication' to get caller's SSN and DOB.
Entering From
cs0100_PingHost_DB
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Dialog called
Proceed to initial node in:

KnowledgeBasedAuthentication

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

Transition

If kba_transaction_status=success

--

goto: cs0120_ConfirmationNumber_DMDELETED

If kba_transaction_status=success

--

goto: cs0200_ClaimsRetrieval_DB

Elseif kba_transaction_status=account_blocked

Assign: claims_transaction_status =failure Return to calling dialog:
main [mm0520_ApplicationStatus_SD]

Elseif kba_transaction_status=attestation_declined

Assign: claims_transaction_status =failure Return to calling dialog:
main [mm0520_ApplicationStatus_SD]

Else (kba_transaction_status=failure)

Assign: claims_transaction_status =failure Return to calling dialog:
main [mm0520_ApplicationStatus_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

cs0120_ConfirmationNumber_DM-DELETED
Digits Recognition
12/2019 - Deleted this state, as it is no longer needed.
Asks the caller for the 8 digit confirmation number of the claim.
Added ability to say 'more information' for instructions on where to find their claim confirmation number.
Entering From
cs0110_KBAuthentication_SD, cs0120_ConfirmationNumber_DM-DELETED, cs0240_OneClaimEnd_DM, cs0250_MultiClaimEnd_DM,
cs0260_NoStatusEnd_DM, cs0270_MultiLastClaimEnd_DM

Initial Prompts
Type

Condition

Name

Wording

initial

If confirmation_number_first_entry=true

cs0120_ini_01

Now, let's look up your claim. When you first
submitted your claim, you should have received an
8-digit confirmation number. Please say or enter
your confirmation number now. For help locating it,
just say 'More Information'.

initial

Else (confirmation_number_first_entry=false)

cs0120_ini_02

What's the confirmation number for the next claim?

reprompt

(after repeat or disconfirmation)

cs0120_ree_01

Say or enter your confirmation number. For help
locating your confirmation number, just say 'More
Information'.

reinvoke

"More Information" requested,

cs0120_ree_02

Okay. If you filed your application online, your 8-digit

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confirmation number is located towards the top of
your confirmation page, just below your name. If you
filed in person, your 8-digit confirmation number is
located on your confirmation page, just below the
"Checking the Status of Your Claim" paragraph. <1
sec pause> Please say or enter your confirmation
number now.

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

<8-digit string>

>

Always

more_information

1

Never

dont_have

2

Always

repeat, repeat that

9

Never

Actions
Option

Condition

Action

Transition

Assign:
confirmation_number_first_entry
=false

--

^

Always

Assign: confirmation_number
=

--

^

^

Prompt: [cs0120_out_01]
Great. Thanks.

goto:
cs0200_ClaimsRetrieval_DB

dont_have

Always

Assign: claims_transaction_status
=no_confirmation_number

--

^

^

Prompt: [cs0120_out_02]
All right.

Return to calling dialog:
main
[mm0520_ApplicationStatus_SD]

repeat

Never

Prompt: [cs0120_out_03]
Sure.

Re-Recognition: Reprompt

more_information

Never

Comment: Stay in this state and play goto:
the "More Information" prompt
cs0120_ConfirmationNumber_D
M-DELETED

Confirmation Prompts
Option

Condition

Name

Wording

cs0120_cnf_ini_01 Just to make sure, your confirmation number is...

^

Always

cs0120_cnf_ini_02 ....

^

Always

cs0120_cnf_ini_03 Right?

dont_have

Always

cs0120_cnf_ini_04 You don't HAVE your confirmation number, right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [cs0120_nm1_01]
Please say or enter your 8-digit
confirmation number. You can also
say 'More Information' or press 1.

Re-Recognition:

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nomatch 2

^

Prompt: [cs0120_nm2_01]
Re-Recognition:
Sorry. Please say or enter your 8-digit
confirmation number. If you don't
have it, say 'I Don't Have It ' or press
2.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

Prompt: []
event: event.nomatch
Sorry, we seem to be having trouble. goto: mm3000_ABRStatus_DS

noinput 1

^

Prompt: [cs0120_ni1_01]
Please say or enter your 8-digit
confirmation number. You can also
say 'More Information' or press 1.

noinput 2

^

Prompt: [cs0120_ni2_01]
Re-Recognition:
Sorry. Please say or enter your 8-digit
confirmation number. If you don't
have it, say 'I Don't Have It' or press
2.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

--

Re-Recognition:

--

Commands: State-Specific Behavior
Type

Condition

Action

Transition

StartOver

--

Assign:
-confirmation_number_first_entry =true

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
The variable confirmation_number_first_entry gets reset to 'true' upon a return to main menu.
Changed 'don't have' dtmf from 1 to 2.
'More information' dtmf is now 1.

cs0200_ClaimsRetrieval_DB
Database Call
This is a database query to retrieve the claim(s) associated with the caller's confirmation number. There can be up to 3 associated claims found,
but it is most common to have just one.
Entering From
cs0110_KBAuthentication_SD, cs0120_ConfirmationNumber_DM-DELETED

Input parameters
Parameter

Value

processID

Which process to pass the request to. Values are: PING, AUTH, INFO,
AUTHINFO, MI, ENDSESSION, NONE.

requestID

Unique 10 digit ID for the request. 10 zeros, if not used.

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timestamp

Transaction timestamp.

version

Version of the xml schema used.

actionType

--

ui

Type of user, T for Telephone

confNumber

8 digit confirmation number

ssn

9 digit Social Security Number

ani

Caller's 10 digit ANI. All zeros if unavailable.

Output parameters
Variable

Description

cs_statusCode

Possible values that can be returned are: 0000=Success, 0150=System
Failure-connected but failed for other reasons, 0151=System Failure,
0152=Off hour request, 0508=Block Access, 7777=Validation failure,
8888=Not authenticated/authorized, and 9999=Data is invalid.

cs_statusDescription

Status code text description.

cs_claimType

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

cs_claimStatus

1 character status: A (Adjudicated) or P (Pending)

cs_pendingIssues

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

cs_toDDS

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

cs_reconDecReq

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

cs_fedRevDec

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

cs_inOHA

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

cs_age

Proof of age pending.

cs_ammendedApp

Amended application pending.

cs_citizen

Proof of citizenship pending.

cs_nhNameChange

Proof of number holder name change pending.

cs_claimantNameChange

Proof of claimant name change pending.

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cs_earnings

Proof of earnings pending.

cs_lawfulPresence

Proof of lawful presence pending.

cs_marriage

Proof of marriage pending.

cs_military

Proof of military service pending.

cs_specialWage

Proof of special wages pending.

cs_death

Proof of death pending.

cs_relationship

Proof of relationship pending.

cs_support

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

cs_endStateRenal

Proof of End Stage Renal Disease pending.

cs_schoolAttend

Proof of full-time school attendance pending.

cs_attorneyRep

Proof of attorney representation pending.

cs_foreignBenefits

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

cs_hearingRequest

Request for hearing pending.

cs_reconRequest

Request for reconsideration pending.

cs_cause

Proof of good cause for filing late appeal request pending.

cs_medicalRecon

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

cs_medicalHearing

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

cs_fedRevReq

Request for Federal Reviewing Official Review pending.

Actions
Condition

Action

Transition

If
If > 1 claim
cs_statusCode=0
000 (success)

--

goto: cs0210_WhichClaim_DM

^

Else if 1 claim

Prompt: [cs0200_out_04]
I found one claim.

goto: cs0220_ClaimStatusMsg_PP

^

Else (0 claims)

Comment: This condition is currently
-unreachable because, while correct as
designed, the backend is currently
returning a generic '9999' error code in the
event of 0 claims

^

^

Assign: claims_transaction_status
=no_application

^

^

Prompt: [cs0200_out_01]
-Hmmm... I couldn't find a claim with that
confirmation number... There are a number
of reasons why this might have happened.
If you filed your claim just a few days ago,
it might not be available yet, and you might
want to wait a few days and call back.
Hmmm... I couldn't find any claims... There
are a number of reasons why this might
have happened. If you filed your claim just
a few days ago, it might not be available
yet, and you might want to wait a few days
and call back.

^

^

Nuance Communications

-If
office_hours=true

--

goto: cs0260_NoStatusEnd_DM

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Comment: Return to calling dialog:
Else
(office_hours=fals main [mm0520_ApplicationStatus_SD]
e)

Return to calling dialog:
main [mm0520_ApplicationStatus_SD]

^

^

Else (failure)

Always

Assign: claims_transaction_status =failure --

^

If cs_statusCode=0152 (off hours
request)

Prompt: [cs0200_out_02]
Return to calling dialog:
Sorry, our system is undergoing routine
main [mm0520_ApplicationStatus_SD]
maintenance and I'm unable to access
your records at this time. Please try back
in the morning. If you'd like to speak with
someone...

^

Else

Prompt: [cs0200_out_03]
Return to calling dialog:
Sorry, I'm having trouble getting access to main [mm0520_ApplicationStatus_SD]
your records...

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

cs0210_WhichClaim_DM
YesNo Recognition
Since multiple claims were found, this dialogue module asks the caller which claim they would like to hear the status of.
Entering From
cs0200_ClaimsRetrieval_DB, cs0210_WhichClaim_DM, cs0250_MultiClaimEnd_DM, cs0270_MultiLastClaimEnd_DM

Initial Prompts
Type

Condition

Name

Wording

initial

If current_claim=1 AND num_claims=2

cs0210_ini_01

I found two claims for that confirmation number. I'll
read them one at a time.
I found two claims. I'll read them one at a time.

initial

Elseif current_claim=1 AND num_claims=3

cs0210_ini_02

I found three claims for that confirmation number. I'll
read them one at a time.
I found three claims. I'll read them one at a time.

initial

Always

cs0210_ini_03

<500ms silence>

initial

If current_claim=1

cs0210_ini_04

The first claim is for...

initial

Elsif current_claim=2 AND num_claims=2

cs0210_ini_05

The other claim is for...

initial

Elseif current_claim=2 AND num_claims=3

cs0210_ini_06

The next claim is for...

initial

Else (current_claim=3 AND num_claims=3)

cs0210_ini_07

The last claim is for...

.

.

.

.

initial

If =10

cs0210_ini_08

Retirement Benefits.

initial

Elseif =11

cs0210_ini_09

Hospital Insurance Only.

initial

Elseif =20

cs0210_ini_10

Disability Benefits.

initial

Elseif =31 OR 36 OR 47

cs0210_ini_11

Widowed Spouse's Insurance Benefits.

initial

Elseif =32

cs0210_ini_12

Mother's or Father's Benefits.

initial

Elseif =33

cs0210_ini_13

Child's 'Survivor' Insurance Benefits.

initial

Elseif =34

cs0210_ini_14

Parent's Benefits.

initial

Elseif =41 OR 46

cs0210_ini_15

Wife's or Husband's Insurance Benefits.

initial

Elseif =42

cs0210_ini_16

Spouse With Child in Care Benefits.

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initial

Elseif =43

cs0210_ini_17

Child's 'Life' Insurance Benefits.

initial

Elseif =48

cs0210_ini_18

Childhood Disability Benefits.

initial

Elseif =49

cs0210_ini_19

Student Benefits.

initial

Elseif =50

cs0210_ini_20

Hospital Insurance.

initial

Elseif =60

cs0210_ini_21

Lump Sum Death Payments.

initial

Elseif =70

cs0210_ini_22

Benefits at Age 72 for Uninsured Individuals.

initial

Elseif =80

cs0210_ini_23

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

.

.

.

.

initial

Always

cs0210_ini_24

<1000ms silence>

initial

If current_claim=1

cs0210_ini_25

Is that the claim you'd like to hear the status of?

initial

Elseif current_claim=2

cs0210_ini_26

Do you want to hear the status of THAT claim?

initial

Else (current_claim=3)

cs0210_ini_27

Would you like to hear the status?

Sample Expressions

DTMF

Reco Var/Option

Confirm

no

2

Never

yes, yes that one

1

Never

Grammar

Actions
Option

Condition

Action

Transition

no

If current_claim=1

Always

Assign: current_claim =2

--

^

^

^

Prompt: [cs0210_out_01]
All right.

goto: cs0210_WhichClaim_DM

^

Elseif current_claim=2 num_claims = 3

Assign: current_claim =3

--

^

^

^

Prompt: [cs0210_out_02]
Okay.

goto: cs0210_WhichClaim_DM

^

Else

Always

Prompt: [cs0210_out_03]
All right. That was the last claim. for
that confirmation number.
All right. That was the last claim.

goto:
cs0270_MultiLastClaimEnd_DM

yes

Always

Prompt: [cs0210_out_04]
All right.

goto:
cs0220_ClaimStatusMsg_PP

Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [cs0210_nm1_01]
Let's try again... WOULD you like to
hear the status?

Re-Recognition:

nomatch 2

^

Prompt: [cs0210_nm2_01]
Re-Recognition:
Sorry. If you'd like to hear the status
of that claim application, press 1.
Otherwise, press 2.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

^

Prompt: [cs0210_ni1_01]
Re-Recognition:
If you WOULD like to hear the status
of that claim, say 'Yes' or press 1. If
not, say 'No' or press 2.

Recovery Behavior

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noinput 2

^

Prompt: [cs0210_ni2_01]
Re-Recognition:
Sorry. To hear the status of that
claim application, press 1. Otherwise,
press 2.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

cs0220_ClaimStatusMsg_PP
Complex Play Prompt
Tells the caller if a decision has been made about their claim and if the agency is awaiting further documentation.
Entering From
cs0200_ClaimsRetrieval_DB, cs0210_WhichClaim_DM, cs0230_RepeatStatus_DM

Actions [Barge-in is OFF]
Condition

Action

Transition

Always

Prompt: [cs0220_out_01]
As of today...

--

If =A (claim HAS been adjudicated)

Prompt: [cs0220_out_02]
-A decision HAS been made on your claim,
and you'll receive an explanation of the
decision in the mail.

Elseif =P
(claim is pending) AND
=Y

Prompt: [cs0220_out_03]
A decision has NOT been made on your
claim.

Always

--

( OR
OR
OR
OR

OR OR
OR
OR
OR
OR
OR
OR
OR
OR
OR
OR
OR

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OR
OR
OR
OR
OR
is
filled with a valid entry (i.e.,
not null AND not
00000000):)
^

If is filled

Prompt: [cs0220_out_04]
The Disability Determination Service in
your state is processing the medical
portion of your claim.

--

^

^

Prompt: [cs0220_out_05]
<500ms silence>

--

^

If is filled

Prompt: [cs0220_out_06]
A decision has not been made on your
reconsideration request.

--

^

^

Prompt: [cs0220_out_07]
<500ms silence>

--

^

If is filled

Prompt: [cs0220_out_08]
A decision has not been made on your
request for Federal Reviewing Official
Review.

--

^

^

Prompt: [cs0220_out_09]
<500ms silence>

--

^

If is filled

Prompt: [cs0220_out_10]
The Office of Disability Adjudication and
Review has not made a decision on your
appeal request.

--

^

^

Prompt: [cs0220_out_11]
<500ms silence>

--

^

Always

Prompt: [cs0220_out_12]
We've requested, and are still waiting to
receive, the following documentation:

--

^

^

Prompt: [cs0220_out_13]
<500ms silence>

--

^

If is filled

Prompt: [cs0220_out_14]
'Proof of age' was requested on

--

^

^

Prompt: [cs0220_out_15]
.

--

^

^

Prompt: [cs0220_out_16]
<500ms silence>

--

^

-If is filled Prompt: [cs0220_out_17]
Your 'amended application' was requested
on

^

^

Prompt: [cs0220_out_18]
.

--

^

^

Prompt: [cs0220_out_19]
<500ms silence>

--

^

If is filled

Prompt: [cs0220_out_20]
'Proof of citizenship' was requested on

--

^

^

Prompt: [cs0220_out_21]
.

--

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^

^

Prompt: [cs0220_out_22]
<500ms silence>

--

^

If is
filled

Prompt: [cs0220_out_23]
Proof of the number holder's 'name
change' was requested on

--

^

^

Prompt: [cs0220_out_24]
.

--

^

^

Prompt: [cs0220_out_25]
<500ms silence>

--

^

-If Prompt: [cs0220_out_26]
is filled
Proof of the claimant's 'name change' was
requested on

^

^

Prompt: [cs0220_out_27]
.

--

^

^

Prompt: [cs0220_out_28]
<500ms silence>

--

^

If is filled

Prompt: [cs0220_out_29]
'Proof of earnings' was requested on

--

^

^

Prompt: [cs0220_out_30]
.

--

^

^

Prompt: [cs0220_out_31]
<500ms silence>

--

^

If is filled Prompt: [cs0220_out_32]
'Proof of lawful presence' was requested
on

^

^

Prompt: [cs0220_out_33]
.

--

^

^

Prompt: [cs0220_out_34]
<500ms silence>

--

^

If is filled

Prompt: [cs0220_out_35]
'Proof of marriage' was requested on

--

^

^

Prompt: [cs0220_out_36]
.

--

^

^

Prompt: [cs0220_out_37]
<500ms silence>

--

^

If is filled

Prompt: [cs0220_out_38]
-'Proof of military service' was requested on

^

^

Prompt: [cs0220_out_39]
.

--

^

^

Prompt: [cs0220_out_40]
<500ms silence>

--

^

If is filled

Prompt: [cs0220_out_41]
-Proof of 'special wages' was requested on

^

^

Prompt: [cs0220_out_42]
.

--

^

^

Prompt: [cs0220_out_43]
<500ms silence>

--

^

If is filled

Prompt: [cs0220_out_44]
'Proof of death' was requested on

--

^

^

Prompt: [cs0220_out_45]
.

--

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^

^

Prompt: [cs0220_out_46]
<500ms silence>

--

^

If is filled

Prompt: [cs0220_out_47]
'Proof of relationship' was requested on

--

^

^

Prompt: [cs0220_out_48]
.

--

^

^

Prompt: [cs0220_out_49]
<500ms silence>

--

^

If is filled

Prompt: [cs0220_out_50]
-Proof that you provided at least 'one-half
support to your parents' was requested on

^

^

Prompt: [cs0220_out_51]
.

--

^

^

Prompt: [cs0220_out_52]
<500ms silence>

--

^

If is filled Prompt: [cs0220_out_53]
'Proof of End Stage Renal Disease' was
requested on

^

^

Prompt: [cs0220_out_54]
.

--

^

^

Prompt: [cs0220_out_55]
<500ms silence>

--

^

If is filled

Prompt: [cs0220_out_56]
Proof of 'full-time school attendance' was
requested on

--

^

^

Prompt: [cs0220_out_57]
.

--

^

^

Prompt: [cs0220_out_58]
<500ms silence>

--

^

If is filled

Prompt: [cs0220_out_59]
Proof of 'attorney representation' was
requested on

--

^

^

Prompt: [cs0220_out_60]
.

--

^

^

Prompt: [cs0220_out_61]
<500ms silence>

--

^

If is filled

Prompt: [cs0220_out_62]
-Proof of 'good cause for filing a late appeal
request' was requested on

^

^

Prompt: [cs0220_out_63]
.

--

^

^

Prompt: [cs0220_out_64]
<500ms silence>

--

^

If is filled

Prompt: [cs0220_out_65]
Medical information for your
reconsideration request - which is 'Form
SSA-3441' - was requested on

--

^

^

Prompt: [cs0220_out_66]
.

--

^

^

Prompt: [cs0220_out_67]
<500ms silence>

--

^

If is filled Prompt: [cs0220_out_68]

--

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Medical information for your hearing
request - which is 'Form SSA-3441' - was
requested on

^

^

Prompt: [cs0220_out_69]
.

--

^

^

Prompt: [cs0220_out_70]
<500ms silence>

--

^

If is filled Prompt: [cs0220_out_71]
Your application for benefits under a U.S.
International Social Security agreement
was requested on

^

^

Prompt: [cs0220_out_72]
.

--

^

^

Prompt: [cs0220_out_73]
<500ms silence>

--

^

If is filled Prompt: [cs0220_out_74]
We asked for your 'Request for hearing'
form on

^

^

Prompt: [cs0220_out_75]
.

--

^

^

Prompt: [cs0220_out_76]
<500ms silence>

--

^

If is filled

Prompt: [cs0220_out_77]
We asked for your 'Request for
Reconsideration' form on

--

^

^

Prompt: [cs0220_out_78]
.

--

^

^

Prompt: [cs0220_out_79]
<500ms silence>

--

^

If is filled

Prompt: [cs0220_out_80]
We asked for your 'Request for Federal
Reviewing Official Review' form on

--

^

^

Prompt: [cs0220_out_81]
.

--

^

^

Prompt: [cs0220_out_82]
<500ms silence>

--

^

Always

Prompt: [cs0220_out_83]
-If you haven't already, please send or take
those documents to the office that's
processing your claim. We need to get the
ORIGINAL documents, but we'll return
them when we're finished.

Else (=P
(claim is pending) AND
=|=Y)

If is filled

Prompt: [cs0220_out_84]
The Disability Determination Service in
your state is processing the medical
portion of your claim.

--

^

^

Prompt: [cs0220_out_85]
<500ms silence>

--

^

If is filled

Prompt: [cs0220_out_86]
A decision has not been made on your
reconsideration request.

--

^

^

Prompt: [cs0220_out_87]
<500ms silence>

--

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^

If is filled

Prompt: [cs0220_out_88]
A decision has not been made on your
request for Federal Reviewing Official
Review.

--

^

^

Prompt: [cs0220_out_89]
<500ms silence>

--

^

If is filled

Prompt: [cs0220_out_90]
The Office of Disability Adjudication and
Review has not made a decision on your
appeal request.

--

^

^

Prompt: [cs0220_out_91]
<500ms silence>

--

^

Else

Prompt: [cs0220_out_92]
A decision has NOT been made on your
claim. Once a decision has been made,
you'll receive an official notice in the mail.
Note that it takes about 5 business days,
from the time we receive your claim
application, to begin processing it and
provide any updated status.

--

.

.

.:

Always

--

goto: cs0230_RepeatStatus_DM

Developer Notes
--

cs0230_RepeatStatus_DM
CustomContext Recognition
Asks callers that have more than one claim application if they would like to hear again the status of the application they just heard.
Entering From
cs0220_ClaimStatusMsg_PP

Initial Prompts
Type

Condition

Name

Wording

initial

Always

cs0230_ini_01

Would you like to hear that again?

Sample Expressions

DTMF

Reco Var/Option

Confirm

no, no thanks

2

Never

yes, yes please

1

Never

Grammar

Actions
Option

Condition

Action

Transition

yes

--

Prompt: [cs0230_out_01]
Okay. Again...

goto:
cs0220_ClaimStatusMsg_PP

no

If num_claims = 1

Always

Prompt: [cs0230_out_02]
Okay.

--

^

^

If office_hours=true

--

goto:
cs0240_OneClaimEnd_DM

^

^

Else
(office_hours=false)

Comment: Return to calling dialog:
main
[mm0520_ApplicationStatus_SD]

Return to calling dialog:
main
[mm0520_ApplicationStatus_SD]

^

If num_claims > 1 AND current_claim <

Prompt: [cs0230_out_03]

goto:

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num_claims

Okay.

Else (num_claims > 1 AND current_claim =
num_claims

Prompt: [cs0230_out_04]
goto:
Okay. That was the last claim on the cs0270_MultiLastClaimEnd_DM
list...

Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [cs0230_nm1_01]
Let's try again...WOULD you like to
hear that again?

Re-Recognition:

nomatch 2

^

Prompt: [cs0230_nm2_01]
Re-Recognition:
Sorry. If you'd like to hear the status
of that claim application again, press
1. Otherwise, press 2.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

^

Prompt: [cs0230_ni1_01]
Re-Recognition:
If you want me to repeat the status of
that claim, say 'Yes' or press 1. If not,
say 'No' or press 2.

noinput 2

^

Prompt: [cs0230_ni2_01]
Sorry. To hear the status of that
claim application again, press 1.
Otherwise, press 2.

Re-Recognition:

noinput 3

Always

Assign: transfer_reason =error

--

noinput 3

Always

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

^

cs0250_MultiClaimEnd_DM

Recovery Behavior

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

cs0240_OneClaimEnd_DM
CustomContext Recognition
This is an end menu for callers that have one claim. They are given the options to repeat the previous claim, go to the main menu, or ask a
question about another claim.
Entering From
cs0230_RepeatStatus_DM

Initial Prompts
Type

Condition

Name

Wording

initial

If office_hours=true

cs0240_ini_01

To look up a different confirmation number, say
'Different Number.' If you'd like to speak to someone
about THIS claim, say 'Agent.' Or, if you're finished,

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just say 'I'm Finished.'

initial

Else (office_hours=false)

cs0240_ini_02

To look up a different confirmation number, say
'Different Number.' Or, if you're finished, just say 'I'm
Finished.'

initial

Always

cs0240_ini_03

If you'd like to speak to someone about this claim,
say 'Agent.' Or, if you're finished, just say 'I'm
Finished.'

Sample Expressions

DTMF

Reco Var/Option

Confirm

[different new] ?confirmation number

1

If Necessary

?i'm [finished done]2

2

If Necessary

?i'm [finished done]

1

If Necessary

Grammar

Actions
Option

Condition

Action

Transition

different_number

Always

--

goto:
cs0120_ConfirmationNumber_D
M-DELETED

finished

Always

Assign: claims_transaction_status
=success

--

^

^

Prompt: [cs0240_out_01]
If you're done, feel free to hang up.
Otherwise,...

Return to calling dialog:
main
[mm0520_ApplicationStatus_SD]

Confirmation Prompts
Option

Condition

Name

Wording

different_num Always
ber

cs0240_cnf_ini_01 You'd like to look up a different confirmation number,
right?

finished

cs0240_cnf_ini_02 You're finished with looking up application status,
right?

Always

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

If office_hours=true
Always

Prompt: [cs0240_nm1_01]
Re-Recognition:
Let's try again... You can say
'Different Number' or press 1, 'I'm
Finished' or press 2, OR say 'Agent'
or press 0.
If you're finished, say 'I'm Finished' or
press 1. Otherwise, if you'd like to
speak to someone about this claim,
say 'Agent' or press 0.

nomatch 1

Else (office_hours=false)

Prompt: [cs0240_nm1_02]
Re-Recognition:
Let's try again... You can say
'Different Number' or press 1, OR 'I'm
Finished' or press 2.

nomatch 2

If office_hours=true
Always

Prompt: [cs0240_nm2_01]
Sorry. If you'd like to try another
confirmation number, press 1. If
you're finished looking up claim

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Re-Recognition:

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status, press 2. Or, to speak with
someone about THIS application,
press 0.
If you're finished looking up claim
status, press 1. Or, to speak with
someone about this application,
press 0.

nomatch 2

Else (office_hours=false)

Prompt: [cs0240_nm2_02]
Sorry. To look up a claim with a
different confirmation number, press
1. Otherwise, if you're finished
looking up claim status, press 2.

Re-Recognition:

nomatch 3

Always

Assign: transfer_reason =error

--

nomatch 3

Always

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

noinput 1

If office_hours=true
Always

Prompt: [cs0240_ni1_01]
Re-Recognition:
You can say 'Different Number' or
press 1, 'I'm Finished' or press 2, OR
if you'd like to speak with someone
say 'Agent' or press 0.
If you're finished, say 'I'm Finished' or
press 1. Otherwise, if you'd like to
speak to someone about this claim,
say 'Agent' or press 0.

noinput 1

Else (office_hours=false)

Prompt: [cs0240_ni1_02]
Re-Recognition:
If you'd like to look up a claim with a
different confirmation number, say
'Different Number' or press 1.
Otherwise, say 'I'm Finished' or press
2.

noinput 2

If office_hours=true
Always

Prompt: [cs0240_ni2_01]
Re-Recognition:
Sorry. To look up a claim with a
different confirmation number, press
1. Otherwise, if you're finished
looking up claim status, press 2. OR,
if you'd like to speak with someone,
press 0, and I'll get someone to help
you.
Sorry. If you're finished looking up
claim status, press 1. OR, if you'd like
to speak with someone, press 0, and
I'll get someone to help you.

noinput 2

Else (office_hours=false)

Prompt: [cs0240_ni2_02]
Sorry. To look up a claim with a
different confirmation number, press
1. Otherwise, if you're finished
looking up claim status, press 2.

Re-Recognition:

noinput 3

Always

Assign: transfer_reason =error

--

noinput 3

Always

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

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Nuance Communications

Value

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--

03/23/2020
--

Developer Notes
--

cs0250_MultiClaimEnd_DM
CustomContext Recognition
This is an end menu for callers that have more than one claim. They are given the options to hear the next claim, go to the main menu, or to look
up another claim with a different confirmation number.
Entering From
cs0230_RepeatStatus_DM

Initial Prompts
Type

Condition

Name

Wording

initial

If office_hours=true

cs0250_ini_01

To hear the next claim on the list, say 'Next Claim'
To look up a different confirmation number, say
'Different Number.' If you'd like to speak to someone
about THIS claim, say 'agent.' Or, if you're finished,
just say 'I'm Finished.'
To hear the next claim on the list, say 'Next Claim.'
If you'd like to speak to someone about this claim,
say 'agent.' Or, if you're finished, just say 'I'm
Finished.'

initial

Else (office_hours=false)

cs0250_ini_02

To hear the next claim on the list, say 'Next Claim.'
To look up a different confirmation number, say
'Different Number.' Or, if you're finished, just say 'I'm
Finished.'
To hear the next claim on the list, say 'Next Claim.'
Or, if you're finished, just say 'I'm Finished.'

Sample Expressions

DTMF

Reco Var/Option

Confirm

next [application claim status], next one

1

If Necessary

?i'm [finished done]

2

If Necessary

?i'm [finished done]

3

If Necessary

[different new] ?confirmation number

2

If Necessary

Grammar

Actions
Option

Condition

Action

Transition

different_number

Always

--

goto:
cs0120_ConfirmationNumber_D
M-DELETED

finished

Always

Assign: claims_transaction_status
=success

--

^

^

Prompt: [cs0250_out_01]
If you're done, feel free to hang up.
Otherwise,...

Return to calling dialog:
main
[mm0520_ApplicationStatus_SD]

next_claim

If current_claim=1

Assign: current_claim =2

--

^

Else (current_claim=2)

Assign: current_claim =3

--

^

Always

Prompt: [cs0250_out_02]

goto: cs0210_WhichClaim_DM

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All right.

Confirmation Prompts
Option

Condition

Name

next_claim

Always

cs0250_cnf_ini_01 You'd like the status for the next claim application,
right?

Wording

different_num Always
ber

cs0250_cnf_ini_02 You'd like to look up a different confirmation number,
right?

finished

cs0250_cnf_ini_03 You're done with looking up claim status, right?

Always

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

If office_hours=true

Prompt: [cs0250_nm1_01]
Let's try again... You can say 'Next
Claim' or press 1, 'Different Number'
or press 2, 'I'm Finished' or press 3,
OR say 'Agent' or press 0.
Let's try again... You can say 'Next
Claim' or press 1, 'I'm Finished' or
press 2, OR say 'Agent' or press 0.

Re-Recognition:

nomatch 1

Else (office_hours=false)

Prompt: [cs0250_nm1_02]
Let's try again...You can say 'Next
Claim' or press 1, 'Different Number'
or press 2, OR say 'I'm Finished' or
press 3.
Let's try again...You can say 'Next
Claim' or press 1,OR say 'I'm
Finished' or press 2.

Re-Recognition:

nomatch 2

If office_hours=true

Prompt: [cs0250_nm2_01]
Re-Recognition:
Sorry. If you'd like to hear the status
of the next claim, press 1. To look up
a claim with a different confirmation
number, press 2. If you're finished,
press 23. Or, to speak with someone
about THIS application, press 0.
Sorry. If you'd like to hear the status
of the next claim, press 1. If you're
finished, press 2. Or, to speak with
someone about this application, press
0.

nomatch 2

Else (office_hours=false)

Prompt: [cs0250_nm2_02]
Re-Recognition:
Sorry. If you'd like to hear the status
of the next claim, press 1. To look up
a claim with a different confirmation
number, press 2. Or, if you're finished,
press 3.
Sorry. If you'd like to hear the status
of the next claim, press 1. Or, if
you're finished, press 2.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

If office_hours=true

Prompt: [cs0250_ni1_01]
You can say 'Next Claim' or press 1,
'Different Number' or press 2, 'I'm
Finished' or press 3, OR say 'Agent'

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or press 0.
You can say 'Next Claim' or press 1,
'I'm Finished' or press 2, OR say
'Agent' or press 0.

noinput 1

Else (office_hours=false)

Prompt: [cs0250_ni1_02]
Re-Recognition:
You can say 'Next Claim' or press 1,
'Different Number' or press 2, OR say
'I'm Finished' or press 3.
You can say 'Next Claim' or press 1,
OR say 'I'm Finished' or press 2.

noinput 2

If office_hours=true

Prompt: [cs0250_ni2_01]
Re-Recognition:
Sorry. To hear the status of the next
claim, press 1. To look up a claim
with a different confirmation number,
press 2. If you're done with claim
status, press 3. Or, to speak with
someone about THIS claim
application, press 0.
Sorry. To hear the status of the next
claim, press 1. If you're done with
claim status, press 2. Or, to speak
with someone about this claim
application, press 0.

noinput 2

Else (office_hours=false)

Prompt: [cs0250_ni2_02]
Re-Recognition:
Sorry. If you'd like to hear the status
of the next claim, press 1. To look up
a claim with a different confirmation
number, press 2. Or, if you're finished,
press 3.
Sorry. If you'd like to hear the status
of the next claim, press 1. Or, if you're
finished, press 2.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

cs0260_NoStatusEnd_DM
CustomContext Recognition
This state is for callers where 0 claims were returned by the backend. This state also is for callers who have heard the final claim application for a
given confirmation number.
NOTE: This state is currently unreachable because, while correct as designed, the backend is currently returning a generic '9999' error code in
the event of 0 claims
Entering From

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cs0200_ClaimsRetrieval_DB

Initial Prompts
Type

Condition

Name

Wording

initial

If claims_transaction_status=no_application AND If
office_hours=true

cs0260_ini_01

Now, to look up a different confirmation number, say
'Different Number.' To speak to someone about
THIS claim, say 'Agent.' Or, if you're finished, just
say 'I'm Finished.'

initial

Else

cs0260_ini_02

To look up a different confirmation number, say
'Different Number.' Or, if you're finished, just say 'I'm
Finished.'

initial

Always

cs0260_ini_03

If you'd still like to speak to someone, say 'agent'.
Or, if you're finished, just say 'I'm Finished.'

reprompt

(after repeat or
disconfirmation)

If
cs0260_ree_01
claims_transaction_status=no
_application AND If
office_hours=true

To look up a different confirmation number, say
'Different Number.' To speak to someone about
THIS claim, say 'Agent.' Or, if you're finished, just
say 'I'm Finished.'
If you'd still like to speak to someone, say 'agent'.
Or, if you're finished, just say 'I'm Finished.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

[different new] ?confirmation number
// different_number

1

If Necessary

?i'm [finished done]
// finished

1

If Necessary

?i'm [finished done]
// finished

2

If Necessary

repeat, repeat that
// repeat

9

Never

Actions
Option

Condition

Action

Transition

different_number

Always

--

goto:
cs0120_ConfirmationNumber_D
M-DELETED

finished

Always

Assign: claims_transaction_status
=success

--

^

^

Prompt: [cs0260_out_01]
If you're done, feel free to hang up.
Otherwise,...

Return to calling dialog:
main
[mm0520_ApplicationStatus_SD]

repeat

Always

Prompt: [cs0260_out_02]
Sure.

Re-Recognition: Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

different_num Always
ber

cs0260_cnf_ini_01 You'd like to look up a different confirmation number,
right?

finished

cs0260_cnf_ini_02 You're done with looking up claim status, right?

Always

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Nuance Communications

Action
Social Security Administration
CONFIDENTIAL

Transition
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nomatch 1

If office_hours=true

Prompt: [cs0260_nm1_01]
Re-Recognition:
Let's try again... You can say
'Different Number' or press 1, 'I'm
Finished' or press 2, OR if you'd like
to speak with someone say 'Agent' or
press 0.
If you're finished, say 'I'm Finished' or
press 1. Otherwise, if you'd still like to
speak to someone, say 'Agent' or
press 0.

nomatch 1

Else (office_hours=false)

Prompt: [cs0260_nm1_02]
Re-Recognition:
Let's try again... You can say
'Different Number' or press 1, OR 'I'm
Finished' or press 2.
If you're finished, say 'I'm Finished' or
press 1.
If you're finished, say 'I'm Finished' or
press 1.

nomatch 2

If office_hours=true

Prompt: [cs0260_nm2_01]
Re-Recognition:
Sorry. To look up a claim with a
different confirmation number, press
1. Otherwise, if you're finished
looking up claim status, press 2. OR,
if you'd like to speak with someone,
press 0, and I'll get someone to help
you.
If you're finished, press 1. Otherwise,
if you'd still like to speak to someone,
press 0, and I'll get someone to help
you.

nomatch 2

Else (office_hours=false)

Prompt: [cs0260_nm2_02]
Sorry. To look up a claim with a
different confirmation number, press
1. Otherwise, if you're finished
looking up claim status, press 2.
Sorry. If you're finished, press 1.

Re-Recognition:

nomatch 3

Always

Assign: transfer_reason =error

--

nomatch 3

Always

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

noinput 1

If office_hours=true

Prompt: [cs0260_ni1_01]
Re-Recognition:
You can say 'Different Number' or
press 1, 'I'm Finished' or press 2, OR
if you'd like to speak with someone
say 'Agent' or press 0.
You can say 'I'm Finished' or press 1.
OR , if you'd like to speak with
someone say 'Agent' or press 0.

noinput 1

Else (office_hours=false)

Prompt: [cs0260_ni1_02]
Re-Recognition:
If you'd like to look up a claim with a
different confirmation number, say
'Different Number' or press 1.
Otherwise, say 'I'm Finished' or press
2.
If you're finished, say 'I'm Finished' or
press 1.

noinput 2

If office_hours=true

Prompt: [cs0260_ni2_01]
Re-Recognition:
Sorry. To look up a claim with a
different confirmation number, press
1. Otherwise, if you're finished
looking up claim status, press 2. OR,
if you'd like to speak with someone,
press 0, and I'll get someone to help

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you.
Sorry. If you're finished, press 1. OR,
if you'd like to speak with someone,
press 0, and I'll get someone to help
you.

noinput 2

Else (office_hours=false)

Prompt: [cs0260_ni2_02]
Sorry. If you'd like to try a different
claim number, press 1. Otherwise,
press 2.
Sorry. If you're finished, press 1.

Re-Recognition:

noinput 3

Always

Assign: transfer_reason =error

--

noinput 3

Always

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

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
This state is currently unreachable because, while correct as designed, the backend is currently returning a generic '9999' error code in the event
of 0 claims

cs0270_MultiLastClaimEnd_DM
CustomContext Recognition
This is an end menu for callers that have more than one claim. They are given the options to hear the next claim, go to the main menu, or to look
up another claim with a different confirmation number.
Entering From
cs0210_WhichClaim_DM, cs0230_RepeatStatus_DM

Initial Prompts
Type

Condition

Name

Wording

initial

If office_hours=true

cs0270_ini_01

To hear those claims again, say 'Repeat Claims.' To
look up a different confirmation number, say
'Different Number.' If you'd like to speak to someone
about THIS claim, say 'agent.' Or, if you're finished,
just say 'I'm Finished.'
To hear those claims again, say 'Repeat Claims.' If
you'd like to speak to someone about this claim, say
'agent.' Or, if you're finished, feel free to hang up.

initial

Else (office_hours=false)

cs0270_ini_02

To hear those claims again, say 'Repeat Claims.' To
look up a different confirmation number, say
'Different Number.' Or, if you're finished, just say 'I'm
Finished.'
To hear those claims again, say 'Repeat Claims.' Or,
if you're finished,feel free to hang up.

Grammar
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Sample Expressions

DTMF

Reco Var/Option

Confirm

repeat claims, repeat ?[this that]

1

If Necessary

?i'm [finished done]

2

If Necessary

?i'm [finished done]2

3

If Necessary

[different new] ?confirmation number

2

If Necessary

Actions
Option

Condition

Action

Transition

repeat_claims

Always

Assign: current_claim =0

--

^

^

Prompt: [cs0270_out_01]
All right.

goto: cs0210_WhichClaim_DM

different_number

Always

--

goto:
cs0120_ConfirmationNumber_D
M-DELETED

finished

Always

Assign: claims_transaction_status
=success

--

^

^

Prompt: [cs0270_out_02]
If you're done, feel free to hang up.
Otherwise,...

Return to calling dialog:
main
[mm0520_ApplicationStatus_SD]

Confirmation Prompts
Option

Condition

Name

Wording

repeat_claim Always
s

cs0270_cnf_ini_01 You want to hear those claims again, right?

different_num Always
ber

cs0270_cnf_ini_02 You'd like to look up a different confirmation number,
right?

finished

cs0270_cnf_ini_03 You're done with looking up claim status, right?

Always

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

If office_hours=true

Prompt: [cs0270_nm1_01]
Re-Recognition:
Let's try again... You can say 'Repeat
Claims' or press 1, 'Different Number'
or press 2, 'I'm Finished' or press 3,
OR say 'Agent' or press 0.
Let's try again... You can say 'Repeat
Claims' or press 1, 'Agent' or press 0,
or if you're finished, feel free to hang
up.

nomatch 1

Else (office_hours=false)

Prompt: [cs0270_nm1_02]
Re-Recognition:
Let's try again...You can say 'Repeat
Claims' or press 1, 'Different Number'
or press 2, OR say 'I'm Finished' or
press 3.
Let's try again... You can say 'Repeat
Claims' or press 1, or if you're
finished, feel free to hang up.

nomatch 2

If office_hours=true

Prompt: [cs0270_nm2_01]
Re-Recognition:
Sorry. If you'd like to hear all of those

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claims again, press 1. To look up a
claim with a different confirmation
number, press 2. If you're finished,
press 3. Or, to speak with someone
about THIS application, press 0.
Sorry. If you'd like to hear all of those
claims again, press 1. To speak with
someone about this application, press
0. Otherwise, if you're finished, feel
free to hang up.

nomatch 2

Else (office_hours=false)

Prompt: [cs0270_nm2_02]
Re-Recognition:
Sorry. If you'd like to hear all of those
claims again, press 1. To look up a
claim with a different confirmation
number, press 2. Or, if you're finished,
press 3.
Sorry. If you'd like to hear all of those
claims again, press 1. Otherwise, if
you're finished, feel free to hang up.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

If office_hours=true

Prompt: [cs0270_ni1_01]
Re-Recognition:
You can say 'Repeat Claims' or press
1, 'Different Number' or press 2, 'I'm
Finished' or press 3, OR say 'Agent'
or press 0.
You can say 'Repeat Claims' or press
1, 'Agent' or press 0, or if you're
finished, feel free to hang up.

noinput 1

Else (office_hours=false)

Prompt: [cs0270_ni1_02]
Re-Recognition:
You can say 'Repeat Claims' or press
1, 'Different Number' or press 2, OR
say 'I'm Finished' or press 3
You can say 'Repeat Claims' or press
1, or if you're finished, feel free to
hang up.

noinput 2

If office_hours=true

Prompt: [cs0270_ni2_01]
Re-Recognition:
Sorry. If you'd like to hear all of those
claims again, press 1. To look up a
claim with a different confirmation
number, press 2. If you're done with
claim status, press 3. Or, to speak
with someone about THIS claim
application, press 0.
Sorry. If you'd like to hear all of those
claims again, press 1. To speak with
someone about this claim application,
press 0. Otherwise, if you're finished,
feel free to hang up.

noinput 2

Else (office_hours=false)

Prompt: [cs0270_ni2_02]
Re-Recognition:
Sorry. If you'd like to hear all of those
claims again, press 1. To look up a
claim with a different confirmation
number, press 2. Or, if you're finished,
press 3.
Sorry. If you'd like to hear all of those
claims again, press 1. Otherwise, if
you're finished, feel free to hang up.

noinput 3

Always

Assign: transfer_reason =error

--

noinput 3

Always

Prompt: [gl_ni3_01]

--

Nuance Communications

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CONFIDENTIAL

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Sorry, we seem to be having trouble.

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

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CONFIDENTIAL

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2.6 DirectDeposit Dialog
The Direct Deposit application allows callers to update their direct deposit information.

dd0100_PingHost_DB
Database Call
Pings the host database to ensure the host is available.
Entering From
mm0330_DirectDeposit_SD

Input parameters
Parameter

Value

processID

Which process to pass the request to. Values are: PING, AUTH, INFO,
AUTHINFO, MI, ENDSESSION, NONE.

requestID

Unique 10 digit ID for the request. 10 zeros, if not used.

timestamp

Transaction timestamp.

version

Version of the xml schema used.

Output parameters
Variable

Description

dd_statusCode

Possible values that can be returned are: 0000=Success, 0150=System
Failure-connected but failed for other reasons, 0151=System Failure,
0152=Off hour request, and 7777=Validation failure.

dd_statusDescription

Status code text description.

Actions
Condition

Action

Transition

If dd_statusCode=0000 (success)

--

goto: dd0200_IntroMsg_PP

Else (failure)

Always

Assign: dd_transaction_status =failure

--

^

If dd_statusCode=0152 (off
hours request)

Prompt: [dd0100_out_01]
Return to calling dialog:
Sorry, our system is undergoing routine
main [mm0330_DirectDeposit_SD]
maintenance and I'm unable to access
your records at this time. Please try back
in the morning. If you'd like to speak with
someone...

^

Else

Prompt: [dd0100_out_02]
Return to calling dialog:
Sorry, I'm having trouble getting access to main [mm0330_DirectDeposit_SD]
your records...

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

dd0200_IntroMsg_PP
Simple Play Prompt
Plays an intro prompt.
Entering From
dd0100_PingHost_DB
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Actions [Barge-in is OFF]
Condition

Action

Transition

Always

Prompt: [dd0200_out_01]
To get started, I have a couple of
questions...

goto: dd0220_ReceivingBenefits_DM

Developer Notes
--

dd0220_ReceivingBenefits_DM
YesNo Recognition
Asks callers whether or not they are receiving benefits.
Entering From
dd0200_IntroMsg_PP

Initial Prompts
Type

Condition

Name

Wording

initial

Always

dd0220_ini_01

Are you receiving retirement, survivor, or disability
benefits?

Sample Expressions

DTMF

Reco Var/Option

Confirm

yes, retirement, survivor, disability

1

Never

no

2

Never

Grammar

Actions
Option

Condition

Action

Transition

yes

Always

--

goto:
dd0260_CallingAboutSelf_DM

no

Always

--

goto: dd0230_NotEligible_PP

Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [dd0220_nm1_01]
Let's try again...ARE you receiving
retirement, survivor, or disability
benefits?

Re-Recognition:

nomatch 2

^

Prompt: [dd0220_nm2_01]
Re-Recognition:
Sorry. If you're currently receiving
retirement benefits, survivor benefits,
or disability benefits, press 1. If you
are NOT receiving any of those
benefits, press 2.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

^

Prompt: [dd0220_ni1_01]
Re-Recognition:
If you ARE receiving benefits for
retirement, survivorship, or disability,
say 'Yes' or press 1. If not, say 'No',
or press 2.

noinput 2

^

Prompt: [dd0220_ni2_01]

Recovery Behavior

Nuance Communications

Social Security Administration
CONFIDENTIAL

--

Re-Recognition:
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Sorry. If you're currently receiving
retirement benefits, survivor benefits,
or disability benefits, press 1. If you
are NOT receiving any of those
benefits, press 2.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

dd0230_NotEligible_PP
Simple Play Prompt
Informs callers that they must be receiving benefits in order to set up direct deposits.
Entering From
dd0220_ReceivingBenefits_DM

Actions
Condition

Action

Transition

Always

Assign: dd_transaction_status
=not_eligible

--

^

Prompt: [dd0230_out_01]
Return to calling dialog:
You can only set up direct deposit if you're main [mm0330_DirectDeposit_SD]
already receiving Social Security
retirement, disability, or survivor benefit
payments. In other words, you can't set
them up in advance, even with the help of
an agent. Now, If you're finished, feel free
to hang up. Otherwise, hold on and I'll take
you back to the Main Menu...

Developer Notes
--

dd0260_CallingAboutSelf_DM
YesNo Recognition
Asks callers whether or not they are calling about their own benefits (as opposed to someone else's).
Entering From
dd0220_ReceivingBenefits_DM

Initial Prompts
Type

Condition

Nuance Communications

Name

Social Security Administration
CONFIDENTIAL

Wording

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initial

Always

dd0260_ini_01

And, is this change for yourself?

reprompt

(after repeat)

dd0260_ree_01

Is the change you're calling about for your OWN
benefit or payment?

Sample Expressions

DTMF

Reco Var/Option

yes, my own
// yes

1

Never

no, not mine
// no

2

Never

repeat, repeat that
// repeat

9

Grammar
Confirm

Never

Actions
Option

Condition

Action

Transition

no

Always

Assign: dd_transaction_status
=not_self

--

^

^

Prompt: [dd0260_out_01]
Return to calling dialog:
Okay. To set up or change someone main
else's direct deposit, they'll need to be [mm0330_DirectDeposit_SD]
with you while you speak with an
agent...

yes

Always

Prompt: [dd0260_out_02]
All right.

goto:
dd0300_KBAuthentication_SD

repeat

Always

Prompt: [dd0260_out_03]
Sure

Re-Recognition: Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [dd0260_nm1_01]
Re-Recognition:
Let's try again... Is the change you're
calling about for your OWN benefit or
payment?

nomatch 2

^

Prompt: [dd0260_nm2_01]
Re-Recognition:
Sorry. If you're calling about a
change that affects the benefits or
payments that YOU receive, press 1.
If you're calling on behalf of someone
else, press 2.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

^

Prompt: [dd0260_ni1_01]
Re-Recognition:
If the change you'd like to make is for
your OWN benefit or payment, say
'Yes' or press 1. If you're calling for
someone else, say 'No' or press 2.

noinput 2

^

Prompt: [dd0260_ni2_01]
Re-Recognition:
Sorry. If you're calling about benefits
of payments that YOU receive, press
1. If you're calling on behalf of
someone else, press 2.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

Recovery Behavior

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CONFIDENTIAL

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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
--

dd0300_KBAuthentication_SD
Subdialog Call
Sub dialogue call to the Knowledge Based Authentication module to collect: SSN, name, DOB, POB, and last payment.
Entering From
dd0260_CallingAboutSelf_DM
Dialog called
Proceed to initial node in:

KnowledgeBasedAuthentication

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

Transition

If kba_transaction_status=success

Prompt: [dd0300_out_01]
Let's move on to your direct deposit
information...

goto: dd0400_DDEffectiveASAP_DM

Elseif kba_transaction_status=account_blocked

Assign: dd_transaction_status =failure

Return to calling dialog:
main [mm0330_DirectDeposit_SD]

Elseif kba_transaction_status=attestation_declined

Assign: dd_transaction_status =failure

Return to calling dialog:
main [mm0330_DirectDeposit_SD]

Else (kba_transaction_status=failure)

Assign: dd_transaction_status =failure

Return to calling dialog:
main [mm0330_DirectDeposit_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

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dd0400_DDEffectiveASAP_DM
Date Recognition
Asks caller if they would like the direct deposit to be effective asap.
Entering From
dd0300_KBAuthentication_SD

Initial Prompts
Type

Condition

Name

Wording

initial

Always

dd0400_ini_01

Would you like direct deposit to start as soon as
possible?

Sample Expressions

DTMF

Reco Var/Option

Confirm

yes, yeah

1

Never

no

2

Never

Grammar

Actions
Option

Condition

Action

Transition

no

Always

Prompt: [dd0400_out_01]
Okay.

goto:
dd0410_EffectiveMonth_DM

yes

Always

Assign: effective_month
=

--

^

^

Prompt: [dd0400_out_02]
Okay.

goto: dd0430_AccountType_DM

Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [dd0400_nm1_01]
Re-Recognition:
Let's try again...Would you like direct
deposit to start as soon as possible?

nomatch 2

^

Prompt: [dd0400_nm2_01]
Re-Recognition:
Sorry. If you want the direct deposit
to take effect as soon as possible,
press 1. Otherwise, press 2, and I'll
get the month you would like them to
go into effect.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

^

Prompt: [dd0400_ni1_01]
Re-Recognition:
If you want the direct deposit to take
effect as soon as possible say 'Yes' or
press 1. If not, say 'No' or press 2.

noinput 2

^

Prompt: [dd0400_ni2_01]
Re-Recognition:
Sorry. If you want the direct deposit
to take effect as soon as possible,
press 1. Otherwise, press 2, and I'll
get the month you would like them to
go into effect.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

Recovery Behavior

Nuance Communications

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CONFIDENTIAL

--

--

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Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

dd0410_EffectiveMonth_DM
CustomContext Recognition
After the caller indicates that they don't want their direct deposit to start as soon as possible, asks what month they want their direct deposit to
take effect.
Entering From
dd0400_DDEffectiveASAP_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

dd0410_ini_01

What month would you like your direct deposit to
start? You can choose...

initial

If current date = (january)

dd0410_ini_02

'February', 'March' or 'April.'

initial

Elseif current date = (february)

dd0410_ini_03

'March', 'April' or 'May.'

initial

Elseif current date = (march)

dd0410_ini_04

'April', 'May' or 'June.'

initial

Elseif current date = (april)

dd0410_ini_05

'May', 'June' or 'July.'

initial

Elseif current date = (may)

dd0410_ini_06

'June', 'July' or 'August.'

initial

Elseif current date = (june)

dd0410_ini_07

'July', 'August' or 'September.'

initial

Elseif current date = (july)

dd0410_ini_08

'August', 'September' or 'October.'

initial

Elseif current date = (august)

dd0410_ini_09

'September', 'October' or 'November.'

initial

Elseif current date = (september)

dd0410_ini_10

'October', 'November' or 'December.'

initial

Elseif current date = (october)

dd0410_ini_11

'November', 'December' or 'January.'

initial

Elseif current date = (november)

dd0410_ini_12

'December', 'January' or 'February.'

initial

Else (current date = (december))

dd0410_ini_13

'January', 'February' or 'March.'

Sample Expressions

DTMF

Reco Var/Option

Confirm

January, February, March, April, May, June, July, August, September,
October, November, December, this month, next month

1,2, 3

If Necessary

as soon as possible

--

If Necessary

Grammar

Actions
Option

Condition

Action

Transition

Always

Assign: effective_month =

--

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Always

Assign: effective_month =

--

Always

Assign: effective_month =

--

soon_as_possible

Always

Assign: effective_month
=

--

Always

Always

Prompt: [dd0410_out_01]
Sure.

goto: dd0430_AccountType_DM

Confirmation Prompts
Option

Condition

Name

Wording

as soon as
possible

--

dd0410_cnf_ini_1 You want deposits to start as soon as possible...
4

Always

dd0410_cnf_ini_1 You want deposits to start in...
3

january

Always

dd0410_cnf_ini_0 'January.'
1

february

Always

dd0410_cnf_ini_0 'February.'
2

march

Always

dd0410_cnf_ini_0 March.'
3

april

Always

dd0410_cnf_ini_0 'April.'
4

may

Always

dd0410_cnf_ini_0 'May.'
5

june

Always

dd0410_cnf_ini_0 'June.'
6

july

Always

dd0410_cnf_ini_0 'July.'
7

august

Always

dd0410_cnf_ini_0 'August.'
8

september

Always

dd0410_cnf_ini_0 'September.'
9

october

Always

dd0410_cnf_ini_1 'October.'
0

november

Always

dd0410_cnf_ini_1 'November.'
1

december

Always

dd0410_cnf_ini_1 'December.'
2

--

Always

gl_cnf_ini_02

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [dd0410_nm1_01]
Let's try again... You can say...

Re-Recognition:

nomatch 1

If current date = (january)

Prompt: [dd0410_nm1_02]
Re-Recognition:
'February' or press 1, 'March' or press
2, OR 'April' or press 3.

nomatch 1

If current date = (february)

Prompt: [dd0410_nm1_13]

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Re-Recognition:
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'March' or press 1, 'April' or press 2,
OR 'May' or press 3.

nomatch 1

If current date = (march)

Prompt: [dd0410_nm1_12]
Re-Recognition:
'April' or press 1, 'May' or press 2, OR
'June' or press 3.

nomatch 1

If current date = (april)

Prompt: [dd0410_nm1_11]
Re-Recognition:
'May' or press 1, 'June' or press 2, OR
'July' or press 3.

nomatch 1

If current date = (may)

Prompt: [dd0410_nm1_10]
Re-Recognition:
'June' or press 1, 'July' or press 2, OR
'August' or press 3.

nomatch 1

If current date = (june)

Prompt: [dd0410_nm1_09]
'July' or press 1, 'August' or press 2,
OR 'September' or press 3.

Re-Recognition:

nomatch 1

If current date = (july)

Prompt: [dd0410_nm1_08]
'August' or press 1, 'September' or
press 2, OR 'October' or press 3.

Re-Recognition:

nomatch 1

If current date = (august)

Prompt: [dd0410_nm1_07]
'September' or press 1, 'October' or
press 2, OR 'November' or press 3.

Re-Recognition:

nomatch 1

If current date = (september)

Prompt: [dd0410_nm1_06]
'October' or press 1, 'November' or
press 2, OR 'December' or press 3.

Re-Recognition:

nomatch 1

If current date = (october)

Prompt: [dd0410_nm1_05]
Re-Recognition:
'November' or press 1, 'December' or
press 2, OR 'January' or press 3.

nomatch 1

If current date = (november)

Prompt: [dd0410_nm1_04]
'December' or press 1, 'January' or
press 2, OR 'February' or press 3.

Re-Recognition:

nomatch 1

Else (current date = (december))

Prompt: [dd0410_nm1_03]
'January' or press 1, 'February' or
press 2, OR 'March' or press 3.

Re-Recognition:

nomatch 2

Always

Prompt: [dd0410_nm2_01]
Sorry. To start direct deposit in...

Re-Recognition:

nomatch 2

If current date = (january)

Prompt: [dd0410_nm2_02]
February press 1, March press 2, or
for April, press 3.

Re-Recognition:

nomatch 2

If current date = (february)

Prompt: [dd0410_nm2_03]
March press 1, April press 2, or for
May, press 3.

Re-Recognition:

nomatch 2

If current date = (march)

Prompt: [dd0410_nm2_04]
April press 1, May press 2, or for
June, press 3.

Re-Recognition:

nomatch 2

If current date = (april)

Prompt: [dd0410_nm2_05]
May press 1, June press 2, or for
July, press 3.

Re-Recognition:

nomatch 2

If current date = (may)

Prompt: [dd0410_nm2_06]
June press 1, July press 2, or for
August, press 3.

Re-Recognition:

nomatch 2

If current date = (june)

Prompt: [dd0410_nm2_07]
July press 1, August press 2, or for
September, press 3.

Re-Recognition:

nomatch 2

If current date = (july)

Prompt: [dd0410_nm2_08]
August press 1, September press 2,
or for October, press 3.

Re-Recognition:

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nomatch 2

If current date = (august)

Prompt: [dd0410_nm2_09]
Re-Recognition:
September press 1, October press 2,
or for November, press 3.

nomatch 2

If current date = (september)

Prompt: [dd0410_nm2_10]
October press 1, November press 2,
or for December, press 3.

Re-Recognition:

nomatch 2

If current date = (october)

Prompt: [dd0410_nm2_11]
November press 1, December press
2, or for January, press 3.

Re-Recognition:

nomatch 2

If current date = (november)

Prompt: [dd0410_nm2_12]
December press 1, January press 2,
or for February, press 3.

Re-Recognition:

nomatch 2

Else (current date = (december))

Prompt: [dd0410_nm2_13]
Re-Recognition:
January press 1, February press 2, or
for March, press 3.

nomatch 3

Always

Assign: effective_month =

nomatch 3

^

Prompt: [dd0410_nm3_01]
goto: dd0430_AccountType_DM
Sorry, I'm having trouble. I'll go ahead
and start them as soon as possible...

noinput 1

Always

Prompt: [dd0410_ni1_01]
You can say...

noinput 1

If current date = (january)

Prompt: [dd0410_ni1_02]
Re-Recognition:
'February' or press 1, 'March' or press
2, OR 'April' or press 3.

noinput 1

If current date = (february)

Prompt: [dd0410_ni1_03]
'March' or press 1, 'April' or press 2,
OR 'May' or press 3.

noinput 1

If current date = (march)

Prompt: [dd0410_ni1_04]
Re-Recognition:
'April' or press 1, 'May' or press 2, OR
'June' or press 3.

noinput 1

If current date = (april)

Prompt: [dd0410_ni1_05]
Re-Recognition:
'May' or press 1, 'June' or press 2, OR
'July' or press 3.

noinput 1

If current date = (may)

Prompt: [dd0410_ni1_06]
Re-Recognition:
'June' or press 1, 'July' or press 2, OR
'August' or press 3.

noinput 1

If current date = (june)

Prompt: [dd0410_ni1_07]
'July' or press 1, 'August' or press 2,
OR 'September' or press 3.

Re-Recognition:

noinput 1

If current date = (july)

Prompt: [dd0410_ni1_08]
'August' or press 1, 'September' or
press 2, OR 'October' or press 3.

Re-Recognition:

noinput 1

If current date = (august)

Prompt: [dd0410_ni1_09]
'September' or press 1, 'October' or
press 2, OR 'November' or press 3.

Re-Recognition:

noinput 1

If current date = (september)

Prompt: [dd0410_ni1_10]
'October' or press 1, 'November' or
press 2, OR 'December' or press 3.

Re-Recognition:

noinput 1

If current date = (october)

Prompt: [dd0410_ni1_11]
Re-Recognition:
'November' or press 1, 'December' or
press 2, OR 'January' or press 3.

noinput 1

If current date = (november)

Prompt: [dd0410_ni1_12]
'December' or press 1, 'January' or
press 2, OR 'February' or press 3.

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--

Re-Recognition:

Re-Recognition:

Re-Recognition:

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noinput 1

Else (current date = (december))

Prompt: [dd0410_ni1_13]
'January' or press 1, 'February' or
press 2, OR 'March' or press 3.

Re-Recognition:

noinput 2

Always

Assign: effective_month =

--

noinput 2

^

Prompt: [dd0410_ni2_01]
goto: dd0430_AccountType_DM
Let's move on. I'll go ahead and start
them as soon as possible...

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
Code must calculate the three specific months based on current date and SSA business practices.
The prompt MonthChoices is then the concatenation of the first and second month in medial inflection, and the third month in final inflection.
"One Step Correction" strategy should be available to the Caller (e.g., "No, February") -- This means both the collection grammar and the
confirmation grammar are active during the confirmation phase. (This can be done as a parallel grammar.)
The grammar that should be accepted includes "as soon as possible" (ASAP) and its synonyms, the three specific months calculated above, and
any additional months between the current month and the first of the calculated months. For example, if a call is received toward the end of
September, the valid months are October, November and December, but the grammar should include September, October, November,
December, and the ASAP synonyms, and September and October should be mapped the same as ASAP. The current month is not prompted,
but it should be recognized and handled the same as ASAP.

dd0430_AccountType_DM
CustomContext Recognition
Asks callers for the type of account for direct deposit setup.
Entering From
dd0400_DDEffectiveASAP_DM, dd0410_EffectiveMonth_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

dd0430_ini_01

So, tell me the type of account you'd like to use:
'Checking,' 'Savings,' or 'Investment.' Or say 'I Don't
Have One.'

reprompt

(after repeat or disconfirmation)

dd0430_ree_01

Tell me the type of account you'd like to use:
'Checking,' 'Savings,' or 'Investment.' Or say 'I Don't
Have One.'

Sample Expressions

DTMF

Reco Var/Option

checking, checking account
// checking

1

If Necessary

savings, savings account
// savings

2

If Necessary

investment, investment account
// investment

3

If Necessary

i don't have one, i don't have an account

4

repeat, repeat that
// repeat

9

Never

Actions
Option

Condition

Action

Transition

checking

Always

Assign: bank_account_type
=checking

--

^

^

Prompt: [dd0430_out_01]
Okay.

goto:
dd0440_CollectRoutingNumber_
DM

dont_have

Always

Assign: dd_transaction_status
=dont_have_info

--

^

^

Prompt: [dd0430_out_02]
Return to calling dialog:
I'm afraid we can't go on if you don't main
have a bank account. Please call
[mm0330_DirectDeposit_SD]
back as soon as you have one and I'll
be glad to help you. For now I'll take
you back to the main menu...

investment

Always

Assign: bank_account_type
=investment

--

^

^

Prompt: [dd0430_out_03]
Okay.

goto:
dd0440_CollectRoutingNumber_
DM

savings

Always

Assign: bank_account_type =savings --

^

^

Prompt: [dd0430_out_04]
Okay.

goto:
dd0440_CollectRoutingNumber_
DM

repeat

Always

Prompt: [dd0430_out_05]
Sure.

Re-Recognition: Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

checking

Always

dd0430_cnf_ini_0 You'd like to set up direct deposits into a
1
CHECKING account, right?

dont_have

Always

dd0430_cnf_ini_0 You don't have a checking, savings, or investment
2
account for direct deposit, right?

investment

Always

dd0430_cnf_ini_0 You'd like to set up direct deposits into an
3
INVESTMENT account, right?

savings

Always

dd0430_cnf_ini_0 You'd like to set up direct deposits into a SAVINGS
4
account, right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [dd0430_nm1_01]
Let's try again. You can say
'Checking' or press 1, 'Savings' or
press 2, 'Investment' or 3, OR say 'I
Don't Have One' or press 4.

Re-Recognition:

nomatch 2

^

Prompt: [dd0430_nm2_01]
Re-Recognition:
Sorry. For direct deposit, you'll need
a CHECKING, SAVINGS, or

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INVESTMENT account (with a BANK
ROUTING number and an ACCOUNT
number) that belongs to YOU and
from which you can withdraw funds.
To set up direct deposit into a
checking account, press 1. To set up
a savings account, press 2. For an
investment account, press 3. Or, if
you don't have any of those types of
bank accounts, press 4.

nomatch 3

Always

Assign: transfer_reason =error

--

nomatch 3

Always

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

noinput 1

^

Prompt: [dd0430_ni1_01]
Re-Recognition:
For direct deposit, you'll need a
CHECKING, SAVINGS, or
INVESTMENT account (with a BANK
ROUTING number and an ACCOUNT
number) that belongs to YOU and
from which you can withdraw funds.
To set up direct deposit into a
checking account, say 'Checking' (or
press 1). To set up a savings
account, say 'Savings' (or 2). For an
investment account, 'Investment' (or
3). Or, if you don't have any of those
types of bank accounts, say 'I Don't
Have One' or press 4.

noinput 2

^

Prompt: [dd0430_ni2_01]
Re-Recognition:
Sorry. To set up direct deposit into a
checking account, press 1. To set up
a savings account, press 2. For an
investment account, press 3. Or, if
you don't have any of those types of
bank accounts, press 4.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

dd0440_CollectRoutingNumber_DM
Digits Recognition
Asks callers for a nine-digit routing number.
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Entering From
dd0430_AccountType_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

dd0440_ini_01

Next, say or enter the 9-digit ROUTING number.

reprompt

(after repeat or disconfirmation)

dd0440_ree_01

Tell me the 9-digit routing number for your account,
or enter it on your phone's keypad.

Sample Expressions

DTMF

Reco Var/Option

Confirm

<9-digit string>

>

Always

i don't know, don't know

--

If Necessary

repeat, repeat that

9

Never

Grammar

Actions
Option

Condition

Action

Transition

Always

Assign: bank_routing_number
=

goto:
dd0450_CollectAccountNumber_
DM

dont_know

Always

Assign: dd_transaction_status
=dont_know_info

--

^

^

Prompt: [dd0440_out_01]
Return to calling dialog:
I'm sorry, but without your bank
main
routing number I won't be able to help [mm0330_DirectDeposit_SD]
you set up direct deposit. Please call
back as soon as you have it and I'll be
glad to help you. For now I'll take you
back to the main menu...

repeat

Always

Prompt: [dd0440_out_02]
Sure.

Re-Recognition: Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

Always

dd0440_cnf_ini_0 Just to confirm, the routing number is...
1

^

Always

dd0440_cnf_ini_0 ....
2

^

Always

dd0440_cnf_ini_0 Right?
3

dont_know

Always

dd0440_cnf_ini_0 You don't know your banks routing number, is that
4
right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [dd0440_nm1_01]
Let's try again. Say or enter your
banks nine-digit routing number.

Re-Recognition:

nomatch 2

^

Prompt: [dd0440_nm2_01]
Sorry. In order to set up your direct

Re-Recognition:

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deposit I need your banks routing
number. Please enter your banks
nine digit routing number now.

nomatch 3

Always

Assign: transfer_reason =error

--

nomatch 3

Always

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

noinput 1

^

Prompt: [dd0440_ni1_01]
Say or enter the nine-digit routing
number.

Re-Recognition:

noinput 2

^

Prompt: [dd0440_ni2_01]
Sorry. In order to set up your direct
deposit I need your banks routing
number. Please enter your banks
nine digit routing number now.

Re-Recognition:

noinput 3

Always

Assign: transfer_reason =error

--

noinput 3

Always

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

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

dd0450_CollectAccountNumber_DM
Digits Recognition
Asks callers for their bank account number.
NOTE: the range of acceptable values for account number is 4-17 digits
Entering From
dd0440_CollectRoutingNumber_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

dd0450_ini_01

And what's your ACCOUNT number?

reprompt

(after repeat or disconfirmation)

dd0450_ree_01

Tell me your account number, or enter it on your
phone's keypad.

Sample Expressions

DTMF

Reco Var/Option

Confirm

// the range of acceptable values for account number is 4-17 digits

--

>

Always

repeat, repeat that
// repeat

9

Never

Grammar

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Actions
Option

Condition

Action

Transition

Always

Assign: bank_account_number
=

--

^

^

Prompt: [dd0450_out_01]
Great. Hold on while I submit this. (It
may take a few seconds...)

goto:
dd0460_SendDirectDepositInfo_
DB

repeat

Always

Prompt: [dd0450_out_02]
Sure.

Re-Recognition: Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

Always

dd0450_cnf_ini_0 Your account number is...
1

^

Always

dd0450_cnf_ini_0 ....
2

--

Always

gl_cnf_ini_02

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [dd0450_nm1_01]
Re-Recognition:
Let's try again... Say or enter your
bank account number one more time.

nomatch 2

^

Prompt: [dd0450_nm2_01]
Re-Recognition:
Sorry. You can find your account
number on your bank statement or, if
it's a checking account, at the bottom
of your check, to the right of the
routing number. Please enter your
account number now.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

^

Prompt: [dd0450_ni1_01]
Go ahead an say or enter your bank
account number.

noinput 2

^

Prompt: [dd0450_ni2_01]
Re-Recognition:
Sorry. You can find your account
number on your bank statement or, if
it's a checking account, at the bottom
of your check, to the right of the
routing number. Please enter your
account number now.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

--

Re-Recognition:

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat
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Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

dd0460_SendDirectDepositInfo_DB
Database Call
Sends direct deposit info to the backend database.
Entering From
dd0450_CollectAccountNumber_DM

Input parameters
Parameter

Value

processID

Which process to pass the request to. Values are: PING, AUTH, INFO,
AUTHINFO, MI, ENDSESSION, NONE.

requestID

Unique 10 digit ID for the request. 10 zeros, if not used.

timestamp

Transaction timestamp.

version

Version of the xml schema used.

actionType

--

ui

Type of user, T for Telephone

accountType

1 character account type. The available choices are C (for checking), S
(for savings), and I (for investment).

routingNumber

Bank routing number

accountNumber

Account Number

effective

2-digit string representing the effective month in the format MM. The
months (MM) are in the range of 01 to 12

ani

Caller's 10 digit ANI. All zeros if unavailable.

Output parameters
Variable

Description

dd_statusCode

Possible values that can be returned are: 0000=Success, 0001=Data is
valid and processed and the user already has direct deposit, 0002=Data
is valid and processed and the user does not have direct deposit,
0150=System Failure-connected but failed for other reasons,
0151=System Failure, 0152=Off hour request, 0508=Block Access,
7777=Validation failure, 8888=Not authenticated/authorized, and
9999=Data is invalid.

dd_statusDescription

Status code text description.

Actions
Condition

Action

Transition
--

If success

Always

Assign: dd_transaction_status =success

^

^

Prompt: [dd0460_out_01]
-All set! Your direct deposit has been sent
for processing which may take up to three

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business days. As requested...

^

If effective_month =

Prompt: [dd0460_out_02]
...this change will be effective as soon as
possible.

--

^

Else

Prompt: [dd0460_out_03]
...this change will go into effect in...

--

^

^

Prompt: [dd0460_out_04]

--

^

Always

Prompt: [dd0460_out_05]
Return to calling dialog:
You will receive a confirmation letter in the main [mm0330_DirectDeposit_SD]
mail. Now, if you're finished, feel free to
hang up. Otherwise...

Else (failure

Always

Assign: dd_transaction_status =failure

^

If dd_statusCode=0152
(off hours request)

Prompt: [dd0460_out_06]
Return to calling dialog:
Sorry, our system is undergoing routine
main [mm0330_DirectDeposit_SD]
maintenance and I'm unable to access
your records at this time. Please try back
in the morning. If you'd like to speak with
someone...

^

Else

Prompt: [dd0460_out_07]
Sorry, but I'm having trouble processing
this request.

--

Return to calling dialog:
main [mm0330_DirectDeposit_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

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2.7 FieldOfficeLocator Dialog
This application provides Social Security field office and card center locations based on a zip code entered by the caller.
Spanish Notes:
-Spanish functionality is DTMF-only
-Please see the main Spanish application for global behavior
-If the Spanish application is transferring (e.g., due to max nomatch), the application will go to mm0400_ProcessTransfer_DS in the main
Spanish application.

fl0100_GetZipCode_DM
CustomContext Recognition
Asks the caller for the zip code where they'd like to find a Social Security field office.
Entering From
fl0120_OfficeLocationInfo_DM, fl0125_CardCenterInfo_DM, fl0140_ZipFailedFirstTimeMsg_PP, mm0320_FieldOfficeLocator_SD

Initial Prompts
Type

Condition

Name

Wording

initial

If fol_zip_code_entry=first

fl0100_ini_01

Go ahead and say or enter the five-digit zip code of
the area where you want to find an office.

initial

Elseif fol_zip_code_entry=change

fl0100_ini_02

What's the zip code?

initial

Elseif fol_zip_code_entry=sacramento

fl0100_ini_03

What's the zip code for your home address?

initial

Else (fol_zip_code_entry=not_found):

fl0100_ini_04

Go ahead and say or enter the five-digit zip code of
the area where I should search.

reprompt

Always

fl0100_ree_01

WHAT's the five-digit zip code?

Sample Expressions

DTMF

Reco Var/Option

Confirm

--

>

If Necessary

I don't know, I'm not sure

--

If Necessary

Grammar

Actions
Option

Condition

Action

Transition

--

Assign: fol_zip_code =

--

^

--

Prompt: [fl0100_out_09]
Thanks.

goto:
fl0102_FindCCFromZip_DB

dont_know

--

Assign: fol_transaction_status
=dont_know_zip

--

^

--

Prompt: [fl0100_out_10]
Okay.

Return to calling dialog:
main
[mm0320_FieldOfficeLocator_SD
]

Confirmation Prompts
Option

Condition

Name

Always

fl0100_cnf_ini_01 That zip code is

^

Always

fl0100_cnf_ini_02

^

Always

fl0100_cnf_ini_03 Right?

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dont_know

Always

03/23/2020
fl0100_cnf_ini_04 Sounds like you don't know the zip code, right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt: [fl0100_nm1_01]
Re-Recognition:
Let's try again... Please say the fivedigit zip code where you'd like me to
search like this: 1 2 3 0 0, or enter it
on your keypad.

Transition

nomatch 2

^

Prompt: [fl0100_nm2_01]
Re-Recognition:
Sorry. I need to know the zip code
where you'd like me to search for a
local Social Security office. Using
your telephone keypad, enter the fivedigit zip code now.

noinput 1

^

Prompt: [fl0100_ni1_01]
Please say the five-digit zip code
where you'd like me to search like
this: 1 2 3 0 0, or enter it on your
keypad.

noinput 2

^

Prompt: [fl0100_ni2_01]
Re-Recognition:
Sorry. I need to know the zip code
where you'd like me to search for a
local Social Security office. Using
your telephone keypad, enter the fivedigit zip code now.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

Re-Recognition:

--

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
The Spanish application will never confirm.

fl0102_FindCCFromZip_DB
Database Call
Database hit to retrieve the closest card center office based on the zip code the caller gave.
Entering From
fl0100_GetZipCode_DM

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Input parameters
Parameter

Value

zipCode

The five digit zip code where the caller would like to search.

Output parameters
Variable

Description

fl_hoursOfOperation

The field office hours of operation.

fl_drivingDirections

Driving directions to the field office.

fl_phoneNumber

The field office phone number.

fl_serviceProvided

Services provided by the field office.

fl_officeName

The name of the field office.

fl_officeType

The type of field office.

fl_officeTypeText

--

fl_regionalOfficeNumber

--

fl_officeOpenCloseSwitch

--

fl_officeAddress

The field office's physical address.

fl_addressType

--

fl_streeAddressLine1

--

fl_streetAddressLine2

--

fl_streetAddressLine3

--

fl_streetAddressLine4

--

fl_city

--

fl_state

--

fl_zip5

--

fl_zip4

--

fl_officeTelephone

--

fl_telephoneNumber

--

fl_telephoneExtension

--

fl_faxNumber

--

fl_faxNumberExtension

--

fl_fieldOfficeStateAndCountyCode

--

fl_openAndCloseDayOfWeek

--

fl_openingTime24HourTime

--

fl_closingTime24HourTime

--

fl_wrapperForGeneralDirectionLines

--

fl_generalDirectionLine

--

Actions
Condition

Action

success

If card_center
found

If
-ss_card_requested=
true

^

^

Else

Nuance Communications

Transition
goto: fl0125_CardCenterInfo_DM

goto:
fl0105_CardCenterNeededQuestion_DM

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^

Else

failure

03/23/2020
--

goto: fl0135_FindFOFromZip_DB

Assign: fol_transaction_status =failure

Return to calling dialog:
main [mm0320_FieldOfficeLocator_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

fl0105_CardCenterNeededQuestion_DM
CustomContext Recognition
Asks the caller if they need to get a Social Security card. If yes, they'll need to visit the card center instead of the field office in their area.
Entering From
fl0102_FindCCFromZip_DB

Initial Prompts
Type

Condition

Name

Wording

initial

Always

fl0105_ini_01

Do you need to get a Social Security card?

Sample Expressions

DTMF

Reco Var/Option

yes, yeah

1

Never

no

2

Grammar
Confirm
Never

Actions
Option

Condition

Action

Transition

yes

Else (card_center =dptsscc OR npsscc OR
lvsscc OR osscc OR brooklyn OR queens OR
minneapolis OR psscc)

Prompt: [fl0105_out_02]
All right.

goto:
fl0125_CardCenterInfo_DM

no

Always

--

--

^

^

--

goto:
fl0135_FindFOFromZip_DB

Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [fl0105_nm1_01]
Re-Recognition:
Let's try again...DO you need to get a
Social Security card?

nomatch 2

^

Prompt: [fl0105_nm2_01]
Sorry. In order to direct you to the
correct office, I need to know if you'll
be getting a Social Security card. If
you need a Social Security card,
press 1. If not, press 2.

Re-Recognition:

noinput 1

^

Prompt: [fl0105_ni1_01]
If you need to get a Social Security
card say 'Yes' or press 1. If not, say
'No', or press 2.

Re-Recognition:

noinput 2

^

Prompt: [fl0105_ni2_01]
Sorry. In order to direct you to the
correct office, I need to know if you'll
be getting a Social Security card. If
you need a Social Security card,

Re-Recognition:

Recovery Behavior

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press 1. If not, press 2.

nomatch 3

Always

Assign: transfer_reason =error

--

nomatch 3

Always

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

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

fl0120_OfficeLocationInfo_DM
CustomContext Recognition
Plays back the address and phone number of the closest field office correlating to the zip code given and then gives the options to repeat, search
another zip code, or return to the main menu (finished).
Entering From
fl0125_CardCenterInfo_DM, fl0137_RetrieveOfficeDetails_DB

Initial Prompts
Type

Condition

Name

Wording

initial

If office_location_entry=first

fl0120_ini_01

Okay, here's information for the servicing office in
the zip code you gave me.

initial

Elseif office_location_entry=from_card_center

fl0120_ini_02

Okay, here's information for the local office in your
zip code.

initial

Else (office_location_entry=reentry)

fl0120_ini_03

Sure, here's that information again.

initial

Always

fl0120_ini_04

The street address is

initial

^

fl0120_ini_05

(plays silence instead of "Social
Security")

initial

^

fl0120_ini_36

initial

^

fl0120_ini_37

initial

^

fl0120_ini_38

initial

^

fl0120_ini_39

initial

^

fl0120_ini_40

initial

^

fl0120_ini_41

initial

^

fl0120_ini_06

<100ms silence>

.

.

.

.

initial

Begin hours playback

Note

[NOTE: If fo_hours_of_operation is NOT null, play
the following hours prompts:]

initial

Always

fl0120_ini_07

The hours of operation are...

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initial

^

fl0120_ini_08

<100ms slience>

initial

^

Note

NOTE: Cycle through for all day ranges.

initial

If playing more than two
If Weekdays are Monday
consecutive weekdays with through Friday
the same operational
hours

fl0120_ini_17

Monday through Friday...

initial

^

Else

fl0120_ini_18

(e.g., "Monday")

initial

^

^

fl0120_ini_19

<100ms slience>

initial

^

^

fl0120_ini_20

(e.g., "through
Thursday")

initial

^

Always

fl0120_ini_21

<100ms silence>

initial

Else If playing two
If playing last set of hours
fl0120_ini_22
weekdays with the same when there is more than 1 set
operational hours
(e.g, not when we *only* say
(consecutive or not)
Monday and Friday from
9am-5pm)
OR
More than two nonconsecutive weekdays with
the same operational
hours

initial

^

Else (Only one set of hours,
OR not last set of hours OR
Not last day in set)

(e.g., "and monday")

fl0120_ini_23

(e.g., "Monday")

(cycle through until the last
day in the set, including the
pause)
initial

^

Always

fl0120_ini_24

<100ms slience>

initial

^

Always if last day in set

fl0120_ini_25

(e.g., "and
Friday")

initial

^

Always

fl0120_ini_26

<100ms silence>

initial

Else (playing weekdays
one by one with different
operational hours)

If NOT playing the last single fl0120_ini_27
day of the week.

(e.g., "Saturday")

(cycle through until the last
day in the set, including the
pause)
initial

^

^

initial

^

If last single day of the week fl0120_ini_29

(e.g., "and Sunday")

initial

^

Always

fl0120_ini_30

<100ms slience>

initial

If playing time

Always

fl0120_ini_31

(e.g., "from 7am")

initial

^

^

fl0120_ini_32

<100ms slience>

initial

^

^

fl0120_ini_33

(e.g., to "7pm")

initial

^

^

fl0120_ini_34

<100ms slience>

initial

If played closed time for last group or weekdays

fl0120_ini_35

Except Federal holidays.

initial

^

fl0120_ini_09

<100ms slience>

initial

End hours playback

Note

[NOTE: End hours playback]

.

.

.

.

initial

If fo_phone_ number = undefined OR 18007721213 AND fl0120_ini_10
isPhaseII = false

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fl0120_ini_28

Social Security Administration
CONFIDENTIAL

<100ms slience>

There is no direct phone number for this office.

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initial

^

fl0120_ini_11

<100ms slience>

initial

Else

fl0120_ini_12

And the phone number is

initial

^

fl0120_ini_13

initial

^

fl0120_ini_14

<100ms slience>

.

.

.

.

initial

If office_location_entry=|=reentry

fl0120_ini_15

To hear that again, say 'Repeat that.' Otherwise, to
search in a DIFFERENT zip code, say 'Change Zip
Code.' Or, if you're finished, just say 'I'm finished.'

initial

Else (office_location_entry=reentry)

fl0120_ini_16

To search in a DIFFERENT zip code, say 'Change
Zip Code.' Or, if you're finished, just say 'I'm
finished.'

reprompt

If office_location_entry=|=reentry

fl0120_ree_01

My mistake. You can say 'Repeat That', 'Change
Zip Code', or 'I'm Finished'.

reprompt

Else (office_location_entry=reentry)

fl0120_ree_02

My mistake. You can say 'Change Zip Code' or 'I'm
Finished'.

Sample Expressions

DTMF

Reco Var/Option

i'm finished, i'm done

En-us: 2,3; Es-us:
3

change zip code, different zip code

En-us: 1,2; Es-us:
2

repeat, repeat that

En-us: 1; Es-us: 1

Grammar
Confirm

Actions
Option

Condition

Action

Transition

change

Always

Assign: fol_first_zip =true

--

^

^

Prompt: [fl0120_out_01]
goto: fl0100_GetZipCode_DM
All right. Let's look somewhere else.

finished

Always

Assign: fol_transaction_status
=success

--

^

^

Prompt: [fl0120_out_03]
All right.

Return to calling dialog:
main
[mm0320_FieldOfficeLocator_SD
]

Confirmation Prompts
Option

Condition

Name

Wording

change

Always

fl0120_cnf_ini_02 You'd like to search a different zip code, right?

finished

Always

fl0120_cnf_ini_03 You're finished, right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

If office_location_entry=reentry
//If this is not the first time through, e.g., after
the caller says repeat

Prompt: [fl0120_nm1_01]
Re-Recognition:
Let's try again. You can say 'Change
Zip Code' or press 1, OR say 'I'm
Finished', or press 2.

nomatch 1

Else (office_location_entry=|=reentry)
//If this is the first time through

Prompt: [fl0120_nm1_02]
Re-Recognition:
Let's try again. You can say 'Repeat
That' or press 1, 'Change Zip Code' or

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2, OR say 'I'm Finished' or press 3.

nomatch 2

If office_location_entry=reentry
//If this is not the first time through, e.g., after
the caller says repeat

Prompt: [fl0120_nm2_01]
Sorry. To search for a local office
using a different zip code, press 1.
Or, if your finished, press 2.

Re-Recognition:

nomatch 2

Else (office_location_entry=|=reentry)
//If this is the first time through

Prompt: [fl0120_nm2_02]
Re-Recognition:
Sorry. If you'd like to hear that
information again, press 1.
Otherwise, to search for a local office
using a different zip code, press 2.
Or, if your finished, press 3.

noinput 1

If office_location_entry=reentry
//If this is not the first time through, e.g., after
the caller says repeat

Prompt: [fl0120_ni1_01]
Sorry. You can say 'Change Zip
Code' or press 1, OR say 'I'm
Finished', or press 2.

noinput 1

Else (office_location_entry=|=reentry)
//If this is the first time through

Prompt: [fl0120_ni1_02]
Re-Recognition:
You can say 'Repeat That' or press 1,
'Change Zip Code' or 2, OR say 'I'm
Finished' or press 3.

noinput 2

If office_location_entry=reentry
//If this is not the first time through, e.g., after
the caller says repeat

Prompt: [fl0120_ni2_01]
Sorry. To search for a local office
using a different zip code, press 1.
Or, if your finished, press 2.

noinput 2

Else (office_location_entry=|=reentry)
//If this is the first time through

Prompt: [fl0120_ni2_02]
Re-Recognition:
Sorry. If you'd like to hear that
information again, press 1.
Otherwise, to search for a local office
using a different zip code, press 2.
Or, if your finished, press 3.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

Re-Recognition:

Re-Recognition:

--

--

Commands: State-Specific Behavior
Type

Condition

Action

Transition

repeat

--

Assign: office_location_entry
=reentry

Re-Recognition: Reprompt

Commands: Confirmations
See 1.2 Global Commands

Commands: Grammar
Sample Expressions

DTMF

Command

Confirm

repeat that, repeat

9

repeat

Never

Config Parameters
Parameter

Value

--

--

Developer Notes
The Spanish application will never confirm. If phase II and if admin number (ADM) matches the business number (BUS) then don't read back the
phone number.

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fl0125_CardCenterInfo_DM
CustomContext Recognition
Callers that indicated they needed a new Social Security card are given the address and phone number of the nearest card center correlating to
the zip code they entered. They are then given the options to repeat, find a field office, search another zip code, or return to the main menu
(finished).
Entering From
fl0102_FindCCFromZip_DB, fl0105_CardCenterNeededQuestion_DM

Initial Prompts
Type

Condition

Name

Wording

initial

If
Else
card_center_info_first_entr
y=true

fl0125_ini_02

To apply for a new or replacement social security
card, you'll need to visit the Card Center in your
area, which is located at...

initial

Else
Else
(card_center_info_first_ent
ry=false)

fl0125_ini_04

Sure. The Card Center is located at...

initial

Always

fl0125_ini_05

(plays silence instead of "Social
Security")

initial

^

fl0125_ini_63

initial

^

fl0125_ini_64

initial

^

fl0125_ini_65

initial

^

fl0125_ini_66

initial

^

fl0125_ini_67

initial

^

fl0125_ini_68

.

.

.

.

initial

Begin hours playback

fl0125_ini_06

[NOTE: If fo_hours_of_operation is NOT null, play
the following hours prompts:]

initial

Always

fl0125_ini_07

<100ms slience>

initial

^

fl0125_ini_08

The hours of operation are...

initial

^

fl0125_ini_09

<100ms slience>

initial

^

fl0125_ini_10

NOTE: Cycle through for all day ranges.

initial

If playing more than two
If Weekdays are Monday
consecutive weekdays with through Friday
the same operational
hours

fl0125_ini_11

Monday through Friday...

initial

^

Else

fl0125_ini_12

(e.g., "Monday")

initial

^

^

fl0125_ini_16

<100ms slience>

initial

^

^

fl0125_ini_17

(e.g., "through
Thursday")

initial

^

Always

fl0125_ini_18

<100ms silence>

initial

Else If playing two
If playing last set of hours
fl0125_ini_19
weekdays with the same when there is more than 1 set
operational hours
(e.g, not when we *only* say
(consecutive or not)
Monday and Friday from
9am-5pm)
OR
More than two nonconsecutive weekdays with
the same operational
hours

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initial

^

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Else (Only one set of hours,
OR not last set of hours OR
Not last day in set)

fl0125_ini_20

(e.g., "Monday")

(cycle through until the last
day in the set, including the
pause)
initial

^

Always

fl0125_ini_21

<100ms slience>

initial

^

Always if last day in set

fl0125_ini_22

(e.g., "and
Friday")

initial

^

Always

fl0125_ini_23

<100ms silence>

initial

Else (playing weekdays
one by one with different
operational hours)

If NOT playing the last single fl0125_ini_26
day of the week.

(e.g., "Saturday")

(cycle through until the last
day in the set, including the
pause)
initial

^

^

fl0125_ini_27

<100ms slience>

initial

^

If last single day of the week fl0125_ini_28

(e.g., "and Sunday")

initial

^

Always

fl0125_ini_29

<100ms slience>

initial

If playing time

Always

fl0125_ini_30

(e.g., "from 7am")

initial

^

^

fl0125_ini_31

<100ms slience>

initial

^

^

fl0125_ini_32

(e.g., to "7pm")

initial

^

^

fl0125_ini_33

<100ms slience>

initial

If played closed time for last group or weekdays

fl0125_ini_34

Except Federal holidays.

initial

^

fl0125_ini_35

<100ms slience>

initial

End hours playback

fl0125_ini_36

[NOTE: End hours playback]

.

.

.

.

initial

If card_center_info_first_entry=true

fl0125_ini_24

To hear that again, say 'Repeat that.' Otherwise, for
information about a local Social Security office, say
'Local Office.' To search in a DIFFERENT zip code,
say 'Change Zip Code.' Or, if you're finished, just
say 'I'm Finished.'

initial

Else (card_center_info_first_entry=false)

fl0125_ini_25

Now, for information about a local Social Security
office, say 'Local Office.' To search in a DIFFERENT
zip code, say 'Change Zip Code.' Or, if you're
finished, just say 'I'm Finished.'

.

.

.

.

reprompt

If card_center_info_first_entry=true

fl0125_ree_01

My mistake. You can say 'Repeat That', 'Local
Office', 'Change Zip Code', or 'I'm Finished'.

reprompt

Else (card_center_info_first_entry=false)

fl0125_ree_02

My mistake. You can say 'Local Office', 'Change Zip
Code', or 'I'm Finished'.

Sample Expressions

DTMF

Reco Var/Option

change zip code, different zip code

En-us: 2,3; Es-us:
3

i'm finished, i'm done

En-us: 3,4; Es-us:
4

local office, local Social Security office

En-us: 1,2; Es-us:
2

repeat, repeat that

En-us:1; ES-us:1

Grammar

Nuance Communications

Social Security Administration
CONFIDENTIAL

Confirm

Actions
Option

Condition

Action

--

If card_center_info_first_entry=true

Assign: card_center_info_first_entry -=false

Transition

change

Always

Assign: fol_first_zip =true

^

^

Prompt: [fl0125_out_01]
goto: fl0100_GetZipCode_DM
All right. Let's look somewhere else.

finished

Always

Assign: fol_transaction_status
=success

--

^

^

Prompt: [fl0125_out_03]
All right.

Return to calling dialog:
main
[mm0320_FieldOfficeLocator_SD
]

field_office

Always

Assign: office_location_entry
=from_card_center

goto:
fl0120_OfficeLocationInfo_DM

--

Confirmation Prompts
Option

Condition

Name

Wording

field_office

Always

fl0125_cnf_ini_02 You'd like information about a local Social Security
office in your area, right?

change

Always

fl0125_cnf_ini_03 You'd like to search a different zip code, right?

finished

Always

fl0125_cnf_ini_04 You're finished, right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

If card_center_info_first_entry=true
//If this is the first time through

Prompt: [fl0125_nm1_01]
Re-Recognition:
Let's try again. You can say 'Repeat
That' or press 1. 'Local Office' or 2,
'Change Zip Code' or 3, OR say 'I'm
Finished' or press 4.

nomatch 1

Else (card_center_info_first_entry=false)
//If this is not the first time through, e.g., after
the caller says repeat

Prompt: [fl0125_nm1_02]
Re-Recognition:
Let's try again. You can say 'Local
Office' or press 1, 'Change Zip Code'
or press 2, OR say 'I'm Finished', or
press 3.

nomatch 2

If card_center_info_first_entry=true
//If this is the first time through

Prompt: [fl0125_nm2_01]
Re-Recognition:
Sorry. For information about a local
Social Security office in your area,
press 1. To search using a different
zip code, press 2. Or, if your finished,
press 3.

nomatch 2

Else (card_center_info_first_entry=false)
//If this is not the first time through, e.g., after
the caller says repeat

Prompt: [fl0125_nm2_02]
Re-Recognition:
Sorry. For information about a local
Social Security office in your area,
press 1. To search using a different
zip code, press 2. Or, if your finished,
press 3.

noinput 1

If card_center_info_first_entry=true
//If this is the first time through

Prompt: [fl0125_ni1_01]
Re-Recognition:
You can say 'Repeat That' or press 1,
'Local Office' or 2, 'Change Zip Code'
or3, OR say 'I'm Finished' or press 4.

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noinput 1

Else (card_center_info_first_entry=false)
//If this is not the first time through, e.g., after
the caller says repeat

Prompt: [fl0125_ni1_02]
Re-Recognition:
You can say 'Local Office' or press 1,
'Change Zip Code' or press 2, OR say
'I'm Finished', or press 3.

noinput 2

If card_center_info_first_entry=true
//If this is the first time through

Prompt: [fl0125_ni2_01]
Re-Recognition:
Sorry. If you'd like to hear that
information again, press 1.
Otherwise, for information about a
local Social Security office in your
area, press 2. To search using a
different zip code, press 3. Or, if your
finished, press 4.

noinput 2

Else (card_center_info_first_entry=false)
//If this is not the first time through, e.g., after
the caller says repeat

Prompt: [fl0125_ni2_02]
Re-Recognition:
Sorry. For information about a local
Social Security office in your area,
press 1. To search using a different
zip code, press 2. Or, if your finished,
press 3.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

--

--

Commands: State-Specific Behavior
Type

Condition

Action

Transition

repeat

--

Prompt: [fl0125_repeat_01]
Sure.

Re-Recognition: Reprompt

Commands: Confirmations
See 1.2 Global Commands

Commands: Grammar
Sample Expressions

DTMF

Command

Confirm

repeat that, repeat

9

repeat

Never

Config Parameters
Parameter

Value

--

--

Developer Notes
The Spanish application will never confirm.

fl0135_FindFOFromZip_DB
Database Call
Database hit to retrieve the closest field office based on the zip code the caller gave.
Entering From
fl0102_FindCCFromZip_DB, fl0105_CardCenterNeededQuestion_DM

Input parameters
Parameter

Value

zipCode

The five digit zip code where the caller would like to search.

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Output parameters
Variable

Description

fl_hoursOfOperation

The field office hours of operation.

fl_drivingDirections

Driving directions to the field office.

fl_phoneNumber

The field office phone number.

fl_serviceProvided

Services provided by the field office.

fl_officeName

The name of the field office.

fl_officeType

The type of field office.

fl_officeTypeText

--

fl_regionalOfficeNumber

--

fl_officeOpenCloseSwitch

--

fl_officeAddress

The field office's physical address.

fl_addressType

--

fl_streeAddressLine1

--

fl_streetAddressLine2

--

fl_streetAddressLine3

--

fl_streetAddressLine4

--

fl_city

--

fl_state

--

fl_zip5

--

fl_zip4

--

fl_officeTelephone

--

fl_telephoneNumber

--

fl_telephoneExtension

--

fl_faxNumber

--

fl_faxNumberExtension

--

fl_fieldOfficeStateAndCountyCode

--

fl_openAndCloseDayOfWeek

--

fl_openingTime24HourTime

--

fl_closingTime24HourTime

--

fl_wrapperForGeneralDirectionLines

--

fl_generalDirectionLine

--

Actions
Condition

Action

Transition

Assign: office_location_entry =first

goto: fl0137_RetrieveOfficeDetails_DB

success

If office found

^

Elseif office NOT found AND Assign: fol_first_zip =false
fol_first_zip=true

goto: fl0140_ZipFailedFirstTimeMsg_PP

Else (office NOT found AND fol_first_zip=false)

--

goto: fl0150_NoFOMsg_PP

failure

Assign: fol_transaction_status =failure

Return to calling dialog:
main [mm0320_FieldOfficeLocator_SD]

Recovery Behavior

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See 1.1 Global Recovery Behavior
Developer Notes
If no field office is mapped to the zip code provided, we need to log the zipcode and send it to SSA

fl0137_RetrieveOfficeDetails_DB
Database Call
Database call to identify if the field office is Phase I or Phase II and transition accordingly.
Entering From
fl0135_FindFOFromZip_DB

Input parameters
Parameter

Value

zipCode

The five digit zip code where the caller would like to search.

Output parameters
Variable

Description

isPhaseIIOffice

Identifies if the office is phase I (false) or phase II (true).

Actions
Condition

Action

Transition

Always

--

goto: fl0120_OfficeLocationInfo_DM

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

fl0140_ZipFailedFirstTimeMsg_PP
Simple Play Prompt
Informs the caller that a field office was not found (based on the zip code that was given), but we'll try searching again.
Entering From
fl0135_FindFOFromZip_DB

Actions [Barge-in is OFF]
Condition

Action

Transition

Always

Assign: fol_zip_code_entry =not_found

--

^

Prompt: [fl0140_out_01]
Hmm... I didn't find anything. Let's try this
again.

goto: fl0100_GetZipCode_DM

Developer Notes
--

fl0150_NoFOMsg_PP
Simple Play Prompt
Informs the caller that a field office was not found (based on the zip code given), before transferring the call to an agent.
Entering From

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fl0135_FindFOFromZip_DB

Actions [Barge-in is OFF]
Condition

Action

Transition

Always

Assign: fol_transaction_status =failure

--

^

Prompt: [fl0150_out_01]
I'm sorry, but I can't seem to find a local
office for the zip code you gave me.......

Return to calling dialog:
main [mm0320_FieldOfficeLocator_SD]

Developer Notes
--

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2.8 KnowledgeBasedAuthentication Dialog
Knowledge Based Authentication will authenticate the caller by asking them a series of questions regarding their identity.

ka0100_ElementsCheck_DB
Database Call
checks backend to determine which data elements are required.
Entering From
bv0130_KBAuthentication_SD, ca0300_KBAuthentication_SD, cs0110_KBAuthentication_SD, dd0300_KBAuthentication_SD,
mm3005_KBAuthentication_SD, mr0130_KBAuthentication_SD, rb0300_KBAuthentication_SD

Input parameters
Parameter

Value

applicationName

The application mapped to this DNIS

Output parameters
Variable

Description

ka_collectSSN

Boolean to determine if the application requires the caller to
authenticate the social security number.

ka_collectName

Boolean to determine if the application requires the caller to
authenticate the first name.

ka_collectDateOfBirth

Boolean to determine if the application requires the caller to
authenticate the date of birth.

ka_collectPlaceOfBirth

Boolean to determine if the application requires the caller to
authenticate the place of birth.

ka_collectMothersMaidenName

Boolean to determine if the application requires the caller to
authenticate the mother's maiden name.

ka_collectPaymentAmount

Boolean to determine if the application requires the caller to
authenticate the payment amount.

Actions
Condition

Action

Transition

--

goto: ka0105__AttestFlagCheck_DS

^

Elseif ka_collectName=true -AND caller_first_name=NULL
OR caller_last_name=NULL

goto: ka0105__AttestFlagCheck_DS

^

Elseif
ka_collectDateOfBirth=true
AND caller_dob=NULL

--

goto: ka0105__AttestFlagCheck_DS

^

Elseif
-ka_collectMothersMaidenNa
me=true AND
caller_maiden_name=NULL

goto: ka0105__AttestFlagCheck_DS

^

Elseif
ka_collectPlaceOfBirth=true
AND caller_pob=NULL

--

goto: ka0105__AttestFlagCheck_DS

^

Elseif
-ka_collectPaymentAmount=tr
ue AND
caller_last_payment=NULL

goto: ka0105__AttestFlagCheck_DS

success

If ka_collectSSN=true AND
caller_ssn=NULL

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^

Elseif no information needs to Assign: kba_transaction_status =success -be collected AND last two
tasks were TK99 and TKCS,
back-to-back and in that
order

^

Else
(no information needs to be
collected)

Assign: kba_transaction_status =success --

^

^

Assign: no_kba_info_needed =true

goto: ka0900_CheckingInfoMsg_PP

Assign: kba_transaction_status =failure

Return to calling dialog:
BenefitsVerification
[bv0130_KBAuthentication_SD]
ChangeOfAddress
[ca0300_KBAuthentication_SD]
ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit
[dd0300_KBAuthentication_SD]
MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main [mm3005_KBAuthentication_SD]

failure

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
The data elements that need to be collected for each app is as follows:
Screen Pop (abr = 2): SSN
Claim Status: SSN, DOB
BEVE, MRC, or ReplacementBenefitStatement: SSN, Name, DOB
COA, DD, or Screen Splash (abr = 3) need all data elements: SSN, Name, DOB, POB, Mother's Maiden, PaymentAmount
NOTE: if last two tasks were TK99 and TKCS, back-to-back and in that order, and if no further information needs to be collected, the call returns
to the calling dialog. If, however, the last two tasks were NOT TK99 and TKCS (back-to-back and in that order) and no information is needed, the
call will be transferred instead to ka0900_CheckingInfoMsg_PP

ka0105__AttestFlagCheck_DS
Decision
Checks whether the caller should hear the attestation, perjury, and O.M.B. messages and transitions accordingly.
Entering From
ka0100_ElementsCheck_DB

Actions
Condition

Action

Transition

If play_attestation_flag = true

--

goto: ka0110_AttestCheck_DS

Prompt: [ka0105_out_01]
-Else
If
\\ if play_attestation_flag = current_task=change_addres Before I can access your records, I'll need
s OR direct_deposit
false
to ask a question or two to verify who you
are, including the EXACT dollar amount of
your last benefit payment.
^

Else

Prompt: [ka0105_out_02]
-Before I can access your records, I'll need
to ask a question or two to verify who you
are.

^

Always

--

Nuance Communications

goto: ka0300_SSNNull_DS
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Developer Notes
--

ka0110_AttestCheck_DS
Decision
Determine transition based on whether or not the attestation message has been heard by the caller.
Entering From
ka0105__AttestFlagCheck_DS

Actions
Condition

Action

Transition

If attestation_heard=false

--

goto: ka0200_PreAttestationMsg_PP

Elseif
attestation_heard=true

-If
current_task=application_stat
us AND
application_status_OMB_hea
rd=false

goto: ka0220_OMBNumber_PP

^

Elseif
-current_task=application_stat
us AND
application_status_OMB_hea
rd=true

goto: ka0300_SSNNull_DS

^

-Elseif
current_task=|=application_st
atus AND
kba_OMB_heard=false

goto: ka0220_OMBNumber_PP

^

-Else
(current_task=|=application_s
tatus AND
kba_OMB_heard=true)

goto: ka0300_SSNNull_DS

Developer Notes
--

ka0200_PreAttestationMsg_PP
Simple Play Prompt
Informs callers that they will be asked some questions.
Entering From
ka0110_AttestCheck_DS

Actions [Barge-in is OFF]
Condition

Action

If current_task=change_address OR direct_deposit

Prompt: [ka0200_out_01]
-Before I can access your records, I'll need
to ask a question or two to verify who you
are, including the EXACT dollar amount of
your last benefit payment.

Elseif current_task=screen_pop OR screen_splash

Prompt: [ka0200_out_02]
I'm going to get someone to help you, but
first I need to get some information.

Else

Prompt: [ka0200_out_03]
-Before I can access your records, I'll need
to ask a question or two to verify who you

Nuance Communications

Transition

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are.
--

Always

goto: ka0210_AttestationQuestion_DM

Developer Notes
--

ka0210_AttestationQuestion_DM
YesNo Recognition
Plays the attestation message and asks callers to agree.
Entering From
ka0200_PreAttestationMsg_PP

Initial Prompts [Barge-in is OFF]
Type

Condition

Name

Wording

initial

If current_task=benefits_verification

ka0210_ini_01

Social Security is allowed to collect this information
under the Social Security Act, and the collection
meets the requirements of the Paperwork Reduction
Act under O.M.B. number '0 9 6 0 0 5 9 6.' The
whole process should take about 4 minutes.

initial

Elseif current_task=application_status

ka0210_ini_02

Social Security is allowed to collect this information
under the Social Security Act, and the collection
meets the requirements of the Paperwork Reduction
Act under O.M.B. number '0 9 6 0 0 7 6 3.' The
whole process should take about 2 minutes.

initial

Elseif current_task=change_address

ka0210_ini_03

Social Security is allowed to collect this information
under the Social Security Act, and the collection
meets the requirements of the Paperwork Reduction
Act under O.M.B. number '0 9 6 0 0 5 9 6.' The
whole process should take about 5 minutes.

initial

Elseif current_task=direct_deposit

ka0210_ini_04

Social Security is allowed to collect this information
under the Social Security Act, and the collection
meets the requirements of the Paperwork Reduction
Act under O.M.B. number '0 9 6 0 0 5 9 6.' The
whole process should take about 5 minutes.

initial

Elseif current_task=card_medicare

ka0210_ini_05

Social Security is allowed to collect this information
under the Social Security Act, and the collection
meets the requirements of the Paperwork Reduction
Act under O.M.B. number '0 9 6 0 0 5 9 6.' The
whole process should take about 4 minutes.

initial

Elseif current_task=screen_pop

ka0210_ini_06

Social Security is allowed to collect this information
under the Social Security Act, and the collection
meets the requirements of the Paperwork Reduction
Act under O.M.B. number '0 9 6 0 0 7 9 0.' The
whole process should take about one minute.

initial

Elseif current_task=screen_splash

ka0210_ini_07

Social Security is allowed to collect this information
under the Social Security Act, and the collection
meets the requirements of the Paperwork Reduction
Act under O.M.B. number '0 9 6 0 0 5 9 6.' The
whole process should take about 4 minutes.

initial

Else (current_task=benefits_statement)

ka0210_ini_08

Social Security is allowed to collect this information
under the Social Security Act, and the collection
meets the requirements of the Paperwork Reduction
Act under O.M.B numbers 0 9 6 0 0 5 9 6 and 0 9 6
0 0 5 8 3. The whole process should take about 6
minutes.

initial

Always

ka0210_ini_09

<1000ms slience>

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initial

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^

ka0210_ini_10

To hear detailed information about the Privacy Act or
Paperwork Reduction Act, say 'More Information.'
Otherwise, say 'Continue.'

Sample Expressions

DTMF

Reco Var/Option

Confirm

more information

1

If Necessary

continue

2

Never

Grammar

Actions
Option

Condition

Action

Transition

Always

If current_task=application_status

Assign:
-application_status_OMB_heard =true

^

Else (current_task=|=application_status)

Assign: kba_OMB_heard =true

--

more_information

Always

--

goto:
ka0225_WhichActDetails_DM

continue

Always

--

goto:
ka0270_PerjuryMessage_DM

Confirmation Prompts
Option

Condition

more_informa Always
tion

Name

Wording

ka0210_cnf_ini_0 You want to hear more information on the Privacy
1
Act or Paperwork Reduction Act, right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [ka0210_nm1_01]
Let's try again...You can say 'More
Information' or press 1, OR say
'Continue', or press 2.

Re-Recognition:

nomatch 2

^

Prompt: [ka0210_nm2_01]
Sorry. If you'd like to hear detailed
information about the Privacy Act or
Paperwork Reduction Act, press 1.
Otherwise, press 2.

Re-Recognition:

nomatch 3

Always

Assign: transfer_reason =error

--

nomatch 3

Always

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

noinput 1

^

Prompt: [ka0210_ni1_01]
Re-Recognition:
If you'd like to hear more information
about the Privacy Act or Paperwork
Reduction Act say 'More Information'
or press 1. Otherwise, say 'Continue'
or press 2.

noinput 2

^

Prompt: [ka0210_ni2_01]
Sorry. If you'd like to hear detailed
information about the Privacy Act or
Paperwork Reduction Act, press 1.
Otherwise, press 2.

Re-Recognition:

noinput 3

Always

Assign: transfer_reason =error

--

noinput 3

Always

Prompt: [gl_ni3_01]

--

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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
Barge-in should be OFF.

ka0220_OMBNumber_PP
Simple Play Prompt
Reads back the Office of Management and Budget (O.M.B.) clearance numbers and the process time for the requested application.
Entering From
ka0110_AttestCheck_DS

Actions [Barge-in is OFF]
Condition

Action

If current_task=benefits_verification

Prompt: [ka0220_out_01]
-So you know, this collection meets the
requirements of the Paperwork Reduction
Act under O.M.B. number '0 9 6 0 0 5 9 6.'
The process should take about 4 minutes.

^

Assign: kba_OMB_heard =true

Elseif current_task=application_status

Prompt: [ka0220_out_02]
-So you know, this collection meets the
requirements of the Paperwork Reduction
Act under O.M.B. number '0 9 6 0 0 7 6 3.'
The whole process should take about 2
minutes.

^

Assign: application_status_OMB_heard
=true

Elseif current_task=change_address

Prompt: [ka0220_out_03]
-So you know, this collection meets the
requirements of the Paperwork Reduction
Act under O.M.B. number '0 9 6 0 0 5 9 6.'
The process should take about 5 minutes.

^

Assign: kba_OMB_heard =true

Elseif current_task=direct_deposit

Prompt: [ka0220_out_04]
-So you know, this collection meets the
requirements of the Paperwork Reduction
Act under O.M.B. number '0 9 6 0 0 5 9 6.'
The process should take about 5 minutes.

^

Assign: kba_OMB_heard =true

Elseif current_task=card_medicare

Prompt: [ka0220_out_05]
-So you know, this collection meets the
requirements of the Paperwork Reduction
Act under O.M.B. number '0 9 6 0 0 5 9 6.'
The process should take about 4 minutes.

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--

--

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^

Assign: kba_OMB_heard =true

--

Elseif current_task=screen_pop

Prompt: [ka0220_out_06]
-So you know, this collection meets the
requirements of the Paperwork Reduction
Act under O.M.B. number '0 9 6 0 0 7 9 0.'
The process should take about one
minute.

^

Assign: kba_OMB_heard =true

Elseif current_task=screen_splash

Prompt: [ka0220_out_07]
-So you know, this collection meets the
requirements of the Paperwork Reduction
Act under O.M.B. number '0 9 6 0 0 5 9 6.'
The process should take about 4 minutes.

^

Assign: kba_OMB_heard =true

Else (current_task=benefits_statement)

Prompt: [ka0220_out_08]
-So you know, this collection meets the
requirements of the Paperwork Reduction
Act under O.M.B. numbers 0 9 6 0 0 5 9 6
and 0 9 6 0 0 5 8 3. The process should
take about 6 minutes.

^

Assign: kba_OMB_heard =true

--

Always

--

goto: ka0300_SSNNull_DS

--

--

Developer Notes
Prompt ka0220_out_06 should never actually be reached in this state because if they've already gone through kba once then the SSN should
have already been collected and a caller with task = screen pop would not reach this state. Same with prompt ka0220_out_06 and second time
through main menu because all other elements already collect SSN and DOB.

ka0225_WhichActDetails_DM
CustomContext Recognition
Disambiguates to determine if the caller wants to hear the Privacy Act, Paperwork Reduction Act, or both.
Entering From
ka0210_AttestationQuestion_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ka0225_ini_01

Would you like to hear a detailed statement of the
Privacy Act, Paperwork Reduction Act, both, or
neither?

Sample Expressions

DTMF

Reco Var/Option

Confirm

privacy act

1

If Necessary

paperwork reduction act

2

If Necessary

both

3

If Necessary

neither

4

If Necessary

Grammar

Actions
Option

Condition

Action

Transition

privacy_act

Always

Prompt: [ka0225_out_01]
All right.

goto:
ka0230_PrivacyActDetails_DM

paperwork_act

Always

Prompt: [ka0225_out_02]
All right.

goto:
ka0240_PaperworkActDetails_D

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M

both

Always

Assign: attestation_act_details =both --

^

^

Prompt: [ka0225_out_03]
All right. We'll start with the Privacy
Act.

neither

Always

Prompt: [ka0225_out_04]
goto:
All right. Let's continue with the terms ka0270_PerjuryMessage_DM
and conditions.

goto:
ka0230_PrivacyActDetails_DM

Confirmation Prompts
Option

Condition

Name

privacy_act

Always

ka0225_cnf_ini_0 You'd like to hear details of the Privacy Act, right?
1

Wording

paperwork_a Always
ct

ka0225_cnf_ini_0 You'd like to hear details of the Paperwork
2
Reduction Act, right?

both

Always

ka0225_cnf_ini_0 You want to hear the details of both, right?
3

neither

Always

ka0225_cnf_ini_0 You don't want to hear either, is that right?
4

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [ka0225_nm1_01]
Re-Recognition:
Let's try again...You can say 'Privacy
Act' or press 1, 'Paperwork Reduction
Act' press 2, 'Both' 3, OR 'Neither' 4.

nomatch 2

^

Prompt: [ka0225_nm2_01]
Re-Recognition:
Sorry. If you want to hear a detailed
statement of the Privacy Act, press 1.
To hear the Paperwork Reduction
Act, press 2. To hear both, press 3.
Or, if you don't want to hear either,
press 4.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

^

Prompt: [ka0225_ni1_01]
You can say 'Privacy Act' or press 1,
'Paperwork Reduction Act' press 2,
'Both' 3, OR 'Neither' 4.

noinput 2

^

Prompt: [ka0225_ni2_01]
Re-Recognition:
Sorry. If you want to hear a detailed
statement of the Privacy Act, press 1.
To hear the Paperwork Reduction
Act, press 2. To hear both, press 3.
Or, if you don't want to hear either,
press 4.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

--

Re-Recognition:

--

Commands: State-Specific Behavior
See 1.2 Global Commands
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Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ka0230_PrivacyActDetails_DM
CustomContext Recognition
Plays the details of the Privacy Act, with the option to skip the message at anytime during the playback.
Entering From
ka0225_WhichActDetails_DM, ka0250_PrivacyEndMenu_DM, ka0260_PaperworkEndMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ka0230_ini_01

To skip to the end of the message, at any time press
the star <*> key.

initial

^

ka0230_ini_02

<500ms slience>

initial

^

ka0230_ini_03

Privacy Act Statement.

initial

^

ka0230_ini_04

<500ms slience>

initial

^

ka0230_ini_05

Collection and Use of Personal Information.

initial

^

ka0230_ini_06

<500ms slience>

initial

^

ka0230_ini_07

Sections 'two zero five A' and 'one one zero six' of
the Social Security Act, as amended, authorize us to
collect certain information to permit access to our
automated telephone applications to report, use, or
submit claims related information to us. You do not
have to use our telephone services and your
responses to the questions we ask are voluntary.
Failure to provide the information, however, will
prevent you from using our automated telephone
services.
Section 205 of the Social Security Act as amended,
authorizes us to request and collect certain
information about you for us to permit access to our
automated telephone application system. The
Privacy Act (5 U.S.C. § 552a(b)) permits us to
disclose the information you provide to us in
accordance with approved routine uses. You do not
have to use our telephone services, and your
responses to the questions we ask are voluntary.
However, failure to provide the information will
prevent you from using our automated telephone
services.

initial

^

ka0230_ini_08

<500ms slience>

initial

^

ka0230_ini_09

We rarely use the information you give us for any
purpose other than to grant access to our automated
telephone services and for claims related business
transactions. However, we may use the information
you give us for the administration and integrity of our

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programs. We may also disclose information to
another person or to another agency in accordance
with approved routine uses, which include, but are
not limited to, the following: first, to comply with
Federal laws requiring the release of information
from Social Security records (e.g. to the Government
Accountability Office and Department of Veterans
Affairs); second, to facilitate statistical research,
audit , or investigative activities necessary to assure
the integrity and improvement of Social Security
programs; third, to respond to a request on your
behalf from a Congressional office or the Office of
the President; and fourth, to other Federal agencies
and our contractors, including external data sources,
to assist us in efficiently administering our programs.

initial

^

ka0230_ini_10

<500ms slience>

initial

^

ka0230_ini_11

We may also use the information you give us in
computer matching programs. Matching programs
compare our records with records kept by other
Federal, State, or local government agencies. We
use the information from these programs to establish
or verify a person's eligibility for federal-funded or
administered benefit programs and for repayment of
incorrect payments or delinquent debts under these
programs.

initial

^

ka0230_ini_12

<500ms slience>

initial

^

ka0230_ini_13

A complete list of routine uses for this information is
available in our Privacy Act System of Records
Notice entitled, Claims Folder System number 'six
zero dash zero zero eight nine.' Additional
information regarding this information collection,
routine uses of information, and other Social
Security programs are available on our website at
'social security dot G O V' or at your local Social
Security office.
Additional information regarding this system's
collection of identity data elements, routine uses of
information, and other Social Security programs are
available on our Internet website,
www.socialsecurity.gov, or at your local Social
Security office.

initial

^

ka0230_ini_14

<500ms slience>

Sample Expressions

DTMF

Reco Var/Option

Confirm

skip it, skip

1,*

Never

Grammar

Actions
Option

Condition

Action

Transition

skip_it

Always

--

goto:
ka0250_PrivacyEndMenu_DM

Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [ka0230_nm1_01]
Re-Recognition:
If you're done listening to the
message press the star (*) key.
Otherwise... Under the Privacy Act
Statement we collect facts needed to
quickly identify who you are and

Recovery Behavior

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provide the information you
requested. Giving us these facts is
voluntary. However, without them we
may not be able to give you the
information that you want. The Social
Security Administration will not use
the information for any other purpose.

nomatch 2

Always

Prompt: [ka0230_nm2_01]
Let's continue...

goto:
ka0250_PrivacyEndMenu_DM

noinput 1

Always

Prompt: [ka0230_ni1_01]
Let's continue

goto:
ka0250_PrivacyEndMenu_DM

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
StartOver

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

maxnoinputstotal

0

Developer Notes
10/30/2014 - This is now a DTMF only state.
Override command grammars for start over and main menu. The star key no longer applies to either, but will allow caller to skip ahead to
ka0250_PrivacyEndMenu_DM.

ka0240_PaperworkActDetails_DM
CustomContext Recognition
Plays the details of the Paperwork Reduction Act, with the option to skip the message at anytime during the playback.
Entering From
ka0225_WhichActDetails_DM, ka0250_PrivacyEndMenu_DM, ka0260_PaperworkEndMenu_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ka0240_ini_01

To skip to the end of the message, at any time press
the star <*> key.

initial

^

ka0240_ini_02

<500ms slience>

initial

^

ka0240_ini_03

Paperwork Reduction Act Statement:

initial

^

ka0240_ini_04

<500ms slience>

initial

^

ka0240_ini_05

This information collection meets the requirements
of 44 U.S.C. Section three five zero seven, as
amended by section 2 of the Paperwork Reduction
Act of 1995. You do not need to answer these
questions unless we present a valid Office of
Management and Budget control number. Send
comments relating to our time estimate to: SSA,
6401 Security Boulevard, Baltimore, Maryland
21235-6401.

initial

^

ka0240_ini_06

<500ms slience>

Grammar
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Sample Expressions

DTMF

Reco Var/Option

Confirm

skip it, skip

1,*

Never

Actions
Option

Condition

Action

Transition

skip_it

Always

--

goto:
ka0260_PaperworkEndMenu_D
M

Type

Condition

Action

Transition

nomatch 1

--

Prompt: [ka0240_nm1_01]
Re-Recognition:
If you're done listening to the
message press the star (*) key.
Otherwise...The Paperwork Reduction
Act Statement information collection
meets the requirements of 44 U.S.C.
Section three five zero seven, as
amended by section 2 of the
Paperwork Reduction Act of 1995.
You do not need to answer these
questions unless we present a valid
Office of Management and Budget
control number. Send comments
relating to our time estimate to: SSA,
6401 Security Boulevard, Baltimore,
Maryland 21235-6401.

nomatch 2

--

Prompt: [ka0240_nm2_01]
Let's continue...

goto:
ka0260_PaperworkEndMenu_D
M

noinput 1

Always

--

goto:
ka0260_PaperworkEndMenu_D
M

Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
StartOver

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

maxnoinputstotal

0

Developer Notes
10/30/2014 - This is now a DTMF only state.
Override command grammars for start over and main menu. The star key no longer applies to either, but will allow caller to skip ahead to
ka0260_PaperworkEndMenu_DM.

ka0250_PrivacyEndMenu_DM
CustomContext Recognition
After the Privacy Act details are heard this end menu gives the options to repeat, hear the Paperwork Reduction Act, or continue.
Entering From
ka0230_PrivacyActDetails_DM
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Initial Prompts
Type

Condition

Name

Wording

initial

If attestation_act_details = both

ka0250_ini_01

To hear that again, say 'Repeat That.' To go ahead
and hear the 'Paperwork Reduction' Act now, say
'Paperwork.' Otherwise, say 'Continue.'

initial

Else

ka0250_ini_02

To hear that again, say 'Repeat That.' To hear the
'Paperwork Reduction' Act now, say 'Paperwork.'
Otherwise, say 'Continue.

Sample Expressions

DTMF

Reco Var/Option

Confirm

repeat that, repeat

1

If Necessary

paperwork reduction act

2

If Necessary

continue

3

If Necessary

Grammar

Actions
Option

Condition

Action

Transition

continue

Always

--

goto:
ka0270_PerjuryMessage_DM

paperwork_act

Always

--

goto:
ka0240_PaperworkActDetails_D
M

Confirmation Prompts
Option

Condition

Name

Wording

repeat

Always

ka0250_cnf_ini_0 You want to hear the Privacy Act details again,
1
right?

paperwork_a Always
ct

ka0250_cnf_ini_0 You'd like to hear details of the Paperwork
2
Reduction Act, right?

continue

ka0250_cnf_ini_0 You want to continue, right?
3

Always

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [ka0250_nm1_01]
Re-Recognition:
Let's try again... You can say 'Repeat
That' or press 1, 'Paperwork
Reduction Act' or press 2, OR say
'Continue' or press 3.

nomatch 2

Always

Prompt: [ka0250_nm2_01]
Let's keep going...

goto:
ka0270_PerjuryMessage_DM

noinput 1

Always

Prompt: [ka0250_ni1_01]
Let's keep going...

goto:
ka0270_PerjuryMessage_DM

Commands: State-Specific Behavior
Type

Condition

Action

Transition

repeat

--

Prompt: [ka0250_repeat_01]
Sure.

goto:
ka0230_PrivacyActDetails_DM

Commands: Confirmations

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See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ka0260_PaperworkEndMenu_DM
CustomContext Recognition
After the Paperwork Reduction Act details are heard this end menu gives the options to repeat, hear the Privacy Act, or continue.
Entering From
ka0240_PaperworkActDetails_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ka0260_ini_01

To hear that again, say 'Repeat That.' To hear the
'Privacy' Act, say 'Privacy.' Otherwise, say
'Continue.'

Sample Expressions

DTMF

Reco Var/Option

Confirm

repeat that, repeat

1

If Necessary

privacy act

2

If Necessary

continue

3

If Necessary

Grammar

Actions
Option

Condition

Action

Transition

continue

--

--

goto:
ka0270_PerjuryMessage_DM

privacy

--

--

goto:
ka0230_PrivacyActDetails_DM

Confirmation Prompts
Option

Condition

Name

Wording

repeat

Always

ka0260_cnf_ini_0 You want to hear the Paperwork Reduction Act
1
details again, right?

privacy_act

Always

ka0260_cnf_ini_0 You'd like to hear details of the Privacy Act, right?
2

continue

Always

ka0260_cnf_ini_0 You want to continue, right?
3

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt: [ka0260_nm1_01]
Re-Recognition:
Let's try again... You can say 'Repeat
That' or press 1, 'Privacy Act' or press
2, OR say 'Continue' or press 3.

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nomatch 2

Always

Prompt: [ka0260_nm2_01]
Let's keep going...

goto:
ka0270_PerjuryMessage_DM

noinput 1

Always

Prompt: [ka0260_ni1_01]
Let's keep going...

goto:
ka0270_PerjuryMessage_DM

Commands: State-Specific Behavior
Type

Condition

Action

Transition

repeat

--

Prompt: [ka0260_repeat_01]
Sure.

goto:
ka0240_PaperworkActDetails_D
M

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ka0270_PerjuryMessage_DM
YesNo Recognition
Plays the perjury disclaimer to the caller and verifies they understand and agree to the terms.
Entering From
ka0210_AttestationQuestion_DM, ka0225_WhichActDetails_DM, ka0250_PrivacyEndMenu_DM, ka0260_PaperworkEndMenu_DM

Initial Prompts [Barge-in is OFF]
Type

Condition

Name

Wording

initial

Always

ka0270_ini_01

Please note that any person who makes a false
representation in an effort to alter or obtain
information from the Social Security Administration
may be punished by a fine or imprisonment, or both.
Do you understand and agree to these terms?

Sample Expressions

DTMF

Reco Var/Option

Confirm

yes

1

Never

no

2

Never

Grammar

Actions
Option

Condition

Action

Transition

yes

Always

Assign: attestation_confirmed =true

--

^

^

Prompt: [ka0270_out_01]
Alright, thanks. Let's keep going.

goto: ka0300_SSNNull_DS

no

Always

Assign: attestation_confirmed
=declined

--

^

^

Assign: kba_transaction_status
=attestation_declined

--

^

^

Prompt: [ka0270_out_02]
Without your agreement, I won't be
able to help you with anything that
requires access to personal

Return to calling dialog:
BenefitsVerification
[bv0130_KBAuthentication_SD]
ChangeOfAddress

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information.

[ca0300_KBAuthentication_SD]
ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit
[dd0300_KBAuthentication_SD]
MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main
[mm3005_KBAuthentication_SD]

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [ka0270_nm1_01]
Let's try again...Do you understand
and agree to these terms?

Re-Recognition:

nomatch 2

^

Prompt: [ka0270_nm2_01]
Re-Recognition:
Sorry. To hear the terms again, press
9. If you DO understand and agree to
the terms, press 1. If you DON'T
understand or agree to them, press 2.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

^

Prompt: [ka0270_ni1_01]
Re-Recognition:
If you DO understand and agree to
the terms, say 'Yes' or press 1. If you
DON'T understand or agree to them,
say 'No' or press 2.

noinput 2

^

Prompt: [ka0270_ni2_01]
Re-Recognition:
Sorry. To hear the terms again, press
9. If you understand and agree to the
terms, press 1. If you DON'T
understand or agree to them, press 2.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

--

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
Barge-in should be OFF.

ka0300_SSNNull_DS
Decision
Determines transition, based on the value of the caller_ssn variable.
Entering From
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ka0105__AttestFlagCheck_DS, ka0110_AttestCheck_DS, ka0220_OMBNumber_PP, ka0270_PerjuryMessage_DM

Actions
Condition

Action

Transition

--

goto: ka0310_GetSSN_DM

If ka_collectSSN=true

If caller_ssn=NULL

^

Else (caller_ssn=|=NULL) --

goto: ka0320_NameNull_DS

Else

Always

--

goto: ka0320_NameNull_DS

Developer Notes
--

ka0310_GetSSN_DM
SocialSecurity Recognition
Collects the caller's Social Security number.
Entering From
ka0300_SSNNull_DS

Initial Prompts
Type

Condition

Name

Wording

initial

If current_task=screen_pop

ka0310_ini_01

Please say your Social Security Number, one digit at
a time.

initial

Else (current_task=|=screen_pop)

ka0310_ini_02

First, please say your Social Security number, one
digit at a time.

reprompt

(after repeat or disconfirmation)

ka0310_ree_01

Tell me your Social Security number or enter it on
your phone's keypad.

Sample Expressions

DTMF

Reco Var/Option

Confirm

[9-digits]

[9-digits]

>

Always

repeat, repeat that
// repeat

9

Never

Grammar

Actions
Option

Condition

Action

Transition

[9-digit string]

Always

Assign: caller_ssn =

--

^

^

Prompt: [ka0310_out_01]
Thanks.

goto: ka0320_NameNull_DS

repeat

Always

Prompt: [ka0310_out_02]
Sure.

Re-Recognition: Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

ssn

--

ka0310_cnf_ini_0 Just to make sure, your Social Security number is...
1

--

--

ka0310_cnf_ini_0 [ssn]
2

--

Always

gl_cnf_ini_02

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

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Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt: [ka0310_nm1_01]
Re-Recognition:
Let's try again... Please say or enter
your nine-digit Social Security
number, one digit at a time.

Transition

nomatch 2

^

Prompt: [ka0310_nm2_01]
Sorry. Please enter the nine digits of
your Social Security number now.

Re-Recognition:

nomatch 3

Always

Assign: transfer_reason =error

--

nomatch 3

Always

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

noinput 1

^

Prompt: [ka0310_ni1_01]
Re-Recognition:
Please key-in or say your nine-digit
Social Security number, like this: five
six seven, eight nine, zero one two
three.

noinput 2

^

Prompt: [ka0310_ni2_01]
Re-Recognition:
Sorry. Please enter the nine digits of
your Social Security number now.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ka0320_NameNull_DS
Decision
Determines transition, based on the value of the caller_first_name variable.
Entering From
ka0300_SSNNull_DS, ka0310_GetSSN_DM

Actions
Condition

Action

If ka_collectName=true

Comment: In practice, if the caller reaches -this state, kba_collectName will ALWAYS
be true; the Else condition is included in
the interest of completeness

Nuance Communications

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^

If caller_first_name=NULL

--

goto: ka0325_TNRSLocation_DS

^

Else
(caller_first_name=|=NULL)

--

goto: ka0500_DOBNull_DS

Else

Always

--

goto: ka0500_DOBNull_DS

Developer Notes
--

ka0325_TNRSLocation_DS
Decision
This decision state determines if the TNRS database hit will be done before or after the first name collection.
Entering From
ka0320_NameNull_DS

Actions
Condition

Action

Transition

If tnrs_db_upfront = false

--

goto:
ka0330_SetCallerNameParameters_DS

Else (If tnrs_db_upfront = true)

--

goto: ka0350_TNRS_DB

Developer Notes
--

ka0330_SetCallerNameParameters_DS
Decision
Sets parameter values that are needed by the NameOSDM dialog.
Entering From
ka0325_TNRSLocation_DS, ka0350_TNRS_DB, ka0352_CollectFullName_DS, ka0355_TNRSGetName_DM

Actions
Condition

Action

Always

Comment: set parameters before entering -NameOSDM

^

Assign: collectname_alwaysaskspelling
='FALSE'

--

^

Assign:
collectname_confirmationapologyprompt
='default_name_confirmationapology'

--

^

Assign: collectname_entryprompt
-='default_name_entryprompt_firstname_la
stname'

^

Assign: collectname_exitfailureprompt
='default_name_exitfailureprompt'

--

^

Assign: collectname_exitsuccessprompt
='default_name_exitsuccessprompt'

--

^

Assign:
-collectname_firstnamehighconfidencelevel
='tbd' (default =0.85f)

^

Assign:
-collectname_lastnamehighconfidencelevel

Nuance Communications

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='tbd' (default = 0.875f)

^

Assign: collectname_maxcorrections =1

--

^

Assign: collectname_maxnoinputstotal =2 --

^

Assign: collectname_maxnomatchestotal -=2

^

Assign: collectname_names_to_collect
='FIRST_LAST'

--

^

Assign: collectname_overallconfirmation
='ALWAYS'

--

^

Assign: collectname_spellingonly
='FALSE'

--

^

Assign: name_collect_task =caller

--

^

--

goto: ka0340_GetCallerName_SD

Developer Notes
--

ka0340_GetCallerName_SD
Subdialog Call
Calls the NameOSDM module.
Entering From
ka0330_SetCallerNameParameters_DS
Dialog called
Proceed to initial node in:

NameOSDM

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

Transition

If name_status=success

Always

Assign: caller_first_name =

--

^

^

Assign: caller_last_name =

--

^

If tnrs_checked = true and -caller_first_name =
tnrsfirstname and
(caller_last_name =
tnrslastname or
caller_last_name =
tnrsotherlastname)

^

Else

Else (name_status=failure) If transfer_reason=error

Nuance Communications

goto: ka0500_DOBNull_DS

--

goto: ka0400_AltNameNull_DS

Assign: kba_transaction_status =failure

Return to calling dialog:
BenefitsVerification
[bv0130_KBAuthentication_SD]
ChangeOfAddress
[ca0300_KBAuthentication_SD]

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ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit
[dd0300_KBAuthentication_SD]
MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main [mm3005_KBAuthentication_SD]

^

ELSE IF
transfer_reason=|=error
AND
tnrs_checked=false

Assign: name_status =Undefined

goto: ka0350_TNRS_DB

^

ELSE
(transfer_reason=|=error
AND
tnrs_checked=true)

Comment: If TNRS DB hit fails, the call
-proceeds to the NameOSDM and attempts
the match.

^

^

Assign: name_status =Undefined

goto:
ka0360_SetCallerNameRetryParameters_DS

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

ka0350_TNRS_DB
Database Call
Accesses the TNRS DB if name collection fails
Entering From
ka0325_TNRSLocation_DS, ka0340_GetCallerName_SD

Input parameters
Parameter

Value

wsse:Username

Username

wsse:Password

Password

wsse:Nonce

--

wsu:Created

Transaction creation timestamp.

wsu:Expired

Transaction expiration timestamp.

ssn

9 digis SSN

associatedAppID

8 Characters max. Application ID calling the service.

ani

10 digit caller ANI. If unavailable, value should be 10 zeros.

Output parameters
Variable

Description

tnrs_statusCode

Possible values that can be returned are: 0000=Success, 0151=System
Failure, or 9999=Unsuccessful.

tnrs_firstName

First name, max length 10

tnrs_lastName

Last name, max length 13

tnrs_otherLastName

Other last name, max length 13

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Actions
Condition

Action

Transition

Always

Assign: tnrs_checked =true

--

If tnrs_statusCode=0000
(success)

If tnrs_db_upfront = false

--

goto:
ka0360_SetCallerNameRetryParameters_
DS

^

Else (If tnrs_db_upfront =
true)

--

goto: ka0352_CollectFullName_DS

Else

If tnrs_db_upfront = false

Comment: If tnrs_db_upfront=false, then
this condition can only be reached if the
initial Say and Spell collection in
NameOSDM has failed

goto:
ka0360_SetCallerNameRetryParameters_
DS

^

Else (If tnrs_db_upfront =
true)

Comment: If TNRS DB hit fails, the call
goto:
proceeds to the NameOSDM and attempts ka0330_SetCallerNameParameters_DS
the match.

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
If last name matches on 'alternative' name we can accept it but we need to pass both last and alternative name to backend

ka0352_CollectFullName_DS
Decision
Determines if using the TNRS grammar (true) of if using NameOSDM (false).
Entering From
ka0350_TNRS_DB

Actions
Condition

Action

Transition

If collect_full_name=true

--

goto: ka0355_TNRSGetName_DM

Else (if collect_full_name=false)

--

goto:
ka0330_SetCallerNameParameters_DS

Developer Notes
--

ka0355_TNRSGetName_DM
CustomContext Recognition
If tnrs_db_upfront = true, this DM gathers the caller's first and last name together.
Entering From
ka0352_CollectFullName_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ka0355_ini_01

Now, tell me your full name, first then last.

reprompt

(after repeat)

ka0355_ree_01

Please tell me your full name, both first and last.

DTMF

Reco Var/Option

Grammar
Sample Expressions

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CONFIDENTIAL

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--

>

Never

repeat, repeat that
// repeat

9

Never

Actions
Option

Condition

Action

Transition

Always

Assign: caller_first_name =

--

^

^

Assign: caller_last_name =

--

^

^

Prompt: [ka0355_out_01]
Thanks.

--

^

If caller_first_name = tnrsfirstname and
(caller_last_name = tnrslastname or
caller_last_name = tnrsotherlastname)

--

goto: ka0500_DOBNull_DS

^

Else

--

goto: ka0400_AltNameNull_DS

repeat

Always

Prompt: [ka0355_out_02]
Sure.

Re-Recognition: Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [ka0355_nm1_01]
Let's try again... Please tell me your
first AND last name.

Re-Recognition:

nomatch 2

Always

Assign: name_collect_counter
=increment+1

--

nomatch 2

^

Prompt: [ka0355_nm2_01]
Sorry.

goto:
ka0330_SetCallerNameParamet
ers_DS

noinput 1

Always

Prompt: [ka0355_ni1_01]
Please tell me your first AND last
name.

Re-Recognition:

noinput 2

Always

Assign: name_collect_counter
=increment+1

--

noinput 2

^

--

goto:
ka0330_SetCallerNameParamet
ers_DS

Recovery Behavior

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
NOTE that, TNRS returns the caller's name on the basis of SSN, then a grammar is constructed that allows the caller to match against the name
from the DB

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ka0360_SetCallerNameRetryParameters_DS
Decision
Sets parameter values that are needed by the NameOSDM dialog.
Entering From
ka0340_GetCallerName_SD, ka0350_TNRS_DB

Actions
Condition

Action

Transition

Always

Comment: set parameters before entering -NameOSDM

^

Assign: collectname_alwaysaskspelling
='FALSE'

--

^

Assign:
collectname_confirmationapologyprompt
='default_name_confirmationapology'

--

^

Assign: collectname_entryprompt
='post_tnrs_entryprompt'

--

^

Assign: collectname_exitfailureprompt
='default_name_exitfailureprompt'

--

^

Assign: collectname_exitsuccessprompt
='default_name_exitsuccessprompt'

--

^

Assign:
-collectname_firstnamehighconfidencelevel
='tbd' (default =0.85f)

^

Assign:
-collectname_lastnamehighconfidencelevel
='tbd' (default = 0.875f)

^

Assign: collectname_maxcorrections =1

^

Assign: collectname_maxnoinputstotal =2 --

^

Assign: collectname_maxnomatchestotal -=2

If caller_first_name = NULL

Assign: collectname_names_to_collect
='FIRST_LAST'

--

Else

Assign: collectname_names_to_collect
='LAST'

--

^

Assign: collectname_overallconfirmation
='ALWAYS'

--

IF name_collect_counter=1

Assign: collectname_spellingonly
='FALSE'

--

ELSE
(name_collect_counter>1)

Assign: collectname_spellingonly ='TRUE' --

Always

Assign: name_collect_task =caller

--

^

--

goto: ka0370_GetCallerNameRetry_SD

--

Developer Notes
--

ka0370_GetCallerNameRetry_SD
Subdialog Call
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Calls the NameOSDM module.
Entering From
ka0360_SetCallerNameRetryParameters_DS
Dialog called
Proceed to initial node in:

NameOSDM

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition
If name_status=success

Always

^

Action

Transition

Assign: caller_first_name =

--

Assign: caller_last_name =

--

^

If tnrs_checked = true and
caller_first_name =
tnrsfirstname and
(caller_last_name =
tnrslastname or
caller_last_name =
tnrsotherlastname)

--

goto: ka0500_DOBNull_DS

^

Else

--

goto: ka0400_AltNameNull_DS

Assign: kba_transaction_status =failure

Return to calling dialog:
BenefitsVerification
[bv0130_KBAuthentication_SD]
ChangeOfAddress
[ca0300_KBAuthentication_SD]
ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit
[dd0300_KBAuthentication_SD]
MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main [mm3005_KBAuthentication_SD]

Else (name_status=failure) Always

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

ka0400_AltNameNull_DS
Decision
Determines transition, based on the value of the caller_alternative_name variable.
Entering From
ka0340_GetCallerName_SD, ka0355_TNRSGetName_DM, ka0370_GetCallerNameRetry_SD

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Actions
Condition

Action

Transition

If caller_alternative_name=NULL

--

goto: ka0410_AltNameQuestion_DM

Elseif (caller_alternative_name=|=NULL)

--

goto: ka0500_DOBNull_DS

Developer Notes
--

ka0410_AltNameQuestion_DM
YesNo Recognition
Asks callers whether or not they have an alternative last name.
Entering From
ka0400_AltNameNull_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ka0410_ini_01

Some people have ANOTHER last name that might
be listed under their social security number (a
professional or maiden name, for example). Do you
have another last name, please say YES or NO.

Sample Expressions

DTMF

Reco Var/Option

Confirm

yes ?(i do)

1

Never

no ?(i don't)

2

Never

Grammar

Actions
Option

Condition

Action

Transition

no

Always

Assign: caller_alternative_name
=none

--

^

^

Prompt: [ka0410_out_01]
Alright.

goto: ka0500_DOBNull_DS

yes

Always

--

goto:
ka0420_SetAlternativeNamePar
ameters_DS

Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [ka0410_nm1_01]
Re-Recognition:
Let's try again...Do you have another
last name, please say YES or NO.

nomatch 2

^

Prompt: [ka0410_nm2_01]
Re-Recognition:
Sorry. If you DO have another last
name that might be associated with
your social security number, press 1.
If you DON'T have another last name,
press 2.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

^

Prompt: [ka0410_ni1_01]
Re-Recognition:
If you DO have another last name that

Recovery Behavior

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might be associated with your social
security number, say 'Yes' or press 1.
If not, say 'No' or press 2.

noinput 2

^

Prompt: [ka0410_ni2_01]
Re-Recognition:
Sorry. If you have another last name,
such as a professional or maiden
name that might be associated with
your social security number, press 1.
If you DON'T have another last name,
press 2.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

ka0420_SetAlternativeNameParameters_DS
Decision
Sets parameter values that are needed by the NameOSDM dialog.
Entering From
ka0410_AltNameQuestion_DM, ka0440_TNRSAlt_DB

Actions
Condition

Action

Transition

If spell_name=true

Comment: set 'spell' parameter before
entering NameOSDM

--

Always

Comment: set parameters before entering -NameOSDM

^

Assign: collectname_alwaysaskspelling
='FALSE'

--

^

Assign:
collectname_confirmationapologyprompt
='default_name_confirmationapology'

--

^

Assign: collectname_entryprompt
='alt_name_entryprompt'

--

^

Assign: collectname_exitfailureprompt
='default_name_exitfailureprompt'

--

^

Assign: collectname_exitsuccessprompt
='default_name_exitsuccessprompt'

--

^

Assign:
-collectname_firstnamehighconfidencelevel
='tbd' (default =0.85f)

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^

Assign:
-collectname_lastnamehighconfidencelevel
='tbd' (default = 0.875f)

^

Assign: collectname_maxcorrections =1

^

Assign: collectname_maxnoinputstotal =2 --

^

Assign: collectname_maxnomatchestotal -=2

^

Assign: collectname_names_to_collect
='LAST'

--

^

Assign: collectname_overallconfirmation
='ALWAYS'

--

^

Assign: collectname_spellingonly
='FALSE'

--

Always

Assign: name_collect_task =alternative

--

^

--

goto: ka0430_GetAlternativeName_SD

--

Developer Notes
--

ka0430_GetAlternativeName_SD
Subdialog Call
Calls the NameOSDM module.
Entering From
ka0420_SetAlternativeNameParameters_DS
Dialog called
Proceed to initial node in:

NameOSDM

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

If name_status=success

Assign: caller_alternative_name = goto: ka0500_DOBNull_DS

Else (name_status=failure) If transfer_reason=error

--

goto: ka0500_DOBNull_DS

^

ELSE IF
transfer_reason=|=error
AND
tnrs_checked=false

Assign: name_status =Undefined

goto: ka0440_TNRSAlt_DB

^

ELSE
(transfer_reason=|=error
AND
tnrs_checked=true)

Comment: If TNRS DB hit fails, the call
-proceeds to the NameOSDM and attempts
the match.

^

^

Assign: name_status =Undefined

Nuance Communications

Transition

Social Security Administration
CONFIDENTIAL

goto:
ka0450_SetAlternativeNameRetryParamet
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Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

ka0440_TNRSAlt_DB
Database Call
Accesses the TNRS DB if alternative name collection fails
Entering From
ka0430_GetAlternativeName_SD

Input parameters
Parameter

Value

wsse:Username

Username

wsse:Password

Password

wsse:Nonce

--

wsu:Created

Transaction creation timestamp.

wsu:Expired

Transaction expiration timestamp.

ssn

9 digis SSN

associatedAppID

8 Characters max. Application ID calling the service.

ani

10 digit caller ANI. If unavailable, value should be 10 zeros.

Output parameters
Variable

Description

tnrs_statusCode

Possible values that can be returned are: 0000=Success, 0151=System
Failure, or 9999=Unsuccessful.

tnrs_firstName

First name, max length 10

tnrs_lastName

Last name, max length 13

tnrs_otherLastName

Other last name, max length 13

Actions
Condition

Action

Transition

Always

Assign: tnrs_checked =true

--

If tnrs_statusCode=0000 (success)

--

goto:
ka0450_SetAlternativeNameRetryParamet
ers_DS

Else

Comment: If TNRS DB hit fails, the call
proceeds to the NameOSDM and
reattempts the match.

goto:
ka0420_SetAlternativeNameParameters_
DS

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
NOTE: added 050312

ka0450_SetAlternativeNameRetryParameters_DS
Decision
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Sets parameter values that are needed by the NameOSDM dialog (for alternative name).
Entering From
ka0430_GetAlternativeName_SD, ka0440_TNRSAlt_DB

Actions
Condition

Action

Transition

Always

Comment: set parameters before entering -NameOSDM

^

Assign: collectname_alwaysaskspelling
='FALSE'

--

^

Assign:
collectname_confirmationapologyprompt
='default_name_confirmationapology'

--

^

Assign: collectname_entryprompt
='post_tnrs_entryprompt'

--

^

Assign: collectname_exitfailureprompt
='default_name_exitfailureprompt'

--

^

Assign: collectname_exitsuccessprompt
='default_name_exitsuccessprompt'

--

^

Assign:
-collectname_lastnamehighconfidencelevel
='tbd' (default = 0.875f)

^

Assign: collectname_maxcorrections =1

^

Assign: collectname_maxnoinputstotal =2 --

^

Assign: collectname_maxnomatchestotal -=2

^

Assign: collectname_names_to_collect
='LAST'

--

^

Assign: collectname_overallconfirmation
='ALWAYS'

--

IF name_collect_counter=1

Assign: collectname_spellingonly
='FALSE'

--

ELSE
(name_collect_counter>1)

Assign: collectname_spellingonly ='TRUE' --

Always

Assign: name_collect_task =alternative

--

^

--

goto:
ka0460_GetAlternativeNameRetry_SD

--

Developer Notes
NOTE: added 050312

ka0460_GetAlternativeNameRetry_SD
Subdialog Call
Calls the NameOSDM module.
Entering From
ka0450_SetAlternativeNameRetryParameters_DS
Dialog called
Proceed to initial node in:

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Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

Transition

If name_status=success

Always

Assign: caller_alternative_name = --

Always

^

--

goto: ka0500_DOBNull_DS

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
NOTE: added 050312

ka0500_DOBNull_DS
Decision
Determines transition, based on the value of the caller_dob variable.
Entering From
ka0320_NameNull_DS, ka0340_GetCallerName_SD, ka0355_TNRSGetName_DM, ka0370_GetCallerNameRetry_SD,

ka0400_AltNameNull_DS, ka0410_AltNameQuestion_DM, ka0430_GetAlternativeName_SD, ka0460_GetAlternativeNameRetry_SD

Actions
Condition

Action

Transition

If
If caller_dob=NULL
ka_collectDateOfBirth=true

--

goto: ka0510_GetDOB_DM

^

Else (caller_dob=|=NULL) --

goto: ka0600_MaidenNameNull_DS

--

goto: ka0600_MaidenNameNull_DS

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

ka0510_GetDOB_DM
Date Recognition
Collects caller's date of birth.
Entering From
ka0500_DOBNull_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ka0510_ini_01

Now, what's your date of birth?

reprompt

Else (after repeat or disconfirmation)

ka0510_ree_01

Please say or enter the month, day, and year you
were born. For example, say 'May fifth, 1945' or

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enter '0 5 0 5 1 9 4 5.'

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

may fifth 1937, may five 1937, 5 may 1937, fifth of may 1937
// valid date formats are MMDDYY (6-digit) and MMDDYYYY (8-digit)

<6 or 8 digit
string>

Always

Actions
Option

Condition

Action

Transition

dob

--

Assign: caller_dob =

--

^

--

Prompt: [ka0510_out_01]
Thank you.

goto:
ka0600_MaidenNameNull_DS

Confirmation Prompts
Option

Condition

Name

Wording

--

--

ka0510_cnf_ini_0 That was...
1

dob

--

ka0510_cnf_ini_0 [dob]
2

--

Always

gl_cnf_ini_02

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt: [ka0510_nm1_01]
Re-Recognition:
Let's try again... Please say the
month, day, and year that you were
born, or enter it on your keypad. For
example, if you were born on 'May
fifth 1945', you'd enter' zero 5 zero 5 1
9 4 5.'

nomatch 2

^

Prompt: [ka0510_nm2_01]
Re-Recognition:
Sorry. Please enter your birth date
using two digits for the month, two for
the day, and four digits for the year.
For example, if you were born on
'November second 1942', you'd enter'
1 1 zero 2 1 9 4 2.'

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

^

Prompt: [ka0510_ni1_01]
Re-Recognition:
Please say the month, day, and year
that you were born, or enter it on your
keypad. For example, if you were
born on 'May fifth 1945', you'd enter'
zero 5 zero 5 1 9 4 5.'

noinput 2

^

Prompt: [ka0510_ni2_01]
Re-Recognition:
Sorry. Please enter your birth date
using two digits for the month, two for
the day, and four digits for the year.
For example, if you were born on
'November second 1942', you'd enter'
1 1 zero 2 1 9 4 2.'

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Transition

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noinput 3

Always

Assign: transfer_reason =error

--

noinput 3

Always

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

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
NOTE: the grammar will accept a rolling 115 year range - projecteing into the past (i.e. back) - relative to the current date
NOTE: valid date formats are MMDDYY (6-digit) and MMDDYYYY (8-digit)

ka0600_MaidenNameNull_DS
Decision
Determines transition, based on the value of the maiden_name variable.
Entering From
ka0500_DOBNull_DS, ka0510_GetDOB_DM

Actions
Condition

Action

Transition

-If
If
ka_collectMothersMaidenN caller_maiden_name=NUL
ame=true
L
^

goto:
ka0610_SetMaidenNameParameters_DS

-Else
(caller_maiden_name=|=N
ULL)

goto: ka0700_POBNull_DS

--

goto: ka0700_POBNull_DS

Else
Always
(ka_collectMothersMaiden
Name=false)
Developer Notes
--

ka0610_SetMaidenNameParameters_DS
Decision
Sets parameter values that are needed by the NameOSDM dialog.
Entering From
ka0600_MaidenNameNull_DS

Actions
Condition

Action

Transition

If spell_name=true

Comment: set 'spell' parameter before
entering NameOSDM

--

Always

Comment: set parameters before entering -NameOSDM

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^

Assign: collectname_alwaysaskspelling
='FALSE'

--

^

Assign:
collectname_confirmationapologyprompt
='default_name_confirmationapology'

--

^

Assign: collectname_entryprompt
='maiden_name_entryprompt'

--

^

Assign: collectname_exitfailureprompt
='default_name_exitfailureprompt'

--

^

Assign: collectname_exitsuccessprompt
='default_name_exitsuccessprompt'

--

^

Assign:
-collectname_firstnamehighconfidencelevel
='tbd' (default =0.85f)

^

Assign:
-collectname_lastnamehighconfidencelevel
='tbd' (default = 0.875f)

^

Assign: collectname_maxcorrections =1

^

Assign: collectname_maxnoinputstotal =2 --

^

Assign: collectname_maxnomatchestotal -=2

^

Assign: collectname_names_to_collect
='LAST'

--

^

Assign: collectname_overallconfirmation
='ALWAYS'

--

^

Assign: collectname_spellingonly
='FALSE'

--

Always

Assign: name_collect_task =maiden

--

^

--

goto: ka0620_GetMaidenName_SD

--

Developer Notes
--

ka0620_GetMaidenName_SD
Subdialog Call
Calls the NameOSDM module.
Entering From
ka0610_SetMaidenNameParameters_DS
Dialog called
Proceed to initial node in:

NameOSDM

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
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Condition

Action

Transition

If name_status=success

Assign: caller_maiden_name =

goto: ka0700_POBNull_DS

Else (name_status=failure)

Assign: kba_transaction_status =failure

Return to calling dialog:
BenefitsVerification
[bv0130_KBAuthentication_SD]
ChangeOfAddress
[ca0300_KBAuthentication_SD]
ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit
[dd0300_KBAuthentication_SD]
MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main [mm3005_KBAuthentication_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

ka0700_POBNull_DS
Decision
Determines transition, based on the value of the pob_needed variable.
Entering From
ka0600_MaidenNameNull_DS, ka0620_GetMaidenName_SD

Actions
Condition

Action

Transition

If
If caller_pob=NULL
ka_collectPlaceOfBirth=tru
e

--

goto: ka0710_GetPlaceOfBirth_DM

Else (caller_pob=|=NULL) --

goto: ka0800_LastPaymentNull_DS

--

goto: ka0800_LastPaymentNull_DS

^

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

ka0710_GetPlaceOfBirth_DM
CustomContext Recognition
Collects the state or U.S. territory where the caller was born.
Entering From
ka0700_POBNull_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ka0710_ini_01

Now tell me the U.S. STATE or TERRITORY where
you were born. If you were born somewhere else,
just say 'Other.'

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reprompt

(after repeat or disconfirmation)

03/23/2020
ka0710_ree_01

Tell me the U.S. STATE or TERRITORY where you
were born or, if you were born somewhere else, say
'Other.'

Sample Expressions

DTMF

Reco Var/Option

Confirm

alaska

n/a

Always

alabama

n/a

Always

arkansas

n/a

Always

[american] samoa

n/a

Always

arizona

n/a

Always

armed forces africa

n/a

Always

armed forces americas

n/a

Always

armed forces canada

n/a

Always

armed forces europe

n/a

Always

armed forces middle east

n/a

Always

armed forces pacific

n/a

Always

california

n/a

Always

colorado

n/a

Always

connecticut

n/a

Always

delaware

n/a

Always

[the] district of columbia, washington d c

n/a

Always

florida

n/a

Always

georgia

n/a

Always

guam

n/a

Always

hawaii

n/a

Always

idaho

n/a

Always

illinois

n/a

Always

indiana

n/a

Always

iowa

n/a

Always

kansas

n/a

Always

kentucky

n/a

Always

louisiana

n/a

Always

maine

n/a

Always

[the] marshall islands

n/a

Always

maryland

n/a

Always

massachusetts

n/a

Always

michigan

n/a

Always

minnesota

n/a

Always

missouri

n/a

Always

mississippi

n/a

Always

montana

n/a

Always

Grammar

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nebraska

n/a

Always

nevada

n/a

Always

new hampshire

n/a

Always

new jersey

n/a

Always

new mexico

n/a

Always

new york

n/a

Always

north carolina

n/a

Always

north dakota

n/a

Always

[the] [northern] marianas islands

n/a

Always

ohio

n/a

Always

oklahoma

n/a

Always

oregon

n/a

Always

palau

n/a

Always

pennsylvania

n/a

Always

puerto rico

n/a

Always

rhode island

n/a

Always

south carolina

n/a

Always

south dakota

n/a

Always

tennessee

n/a

Always

texas

n/a

Always

utah

n/a

Always

vermont

n/a

Always

[the] virgin islands

n/a

Always

virginia

n/a

Always

washington

n/a

Always

west virginia

n/a

Always

wisconsin

n/a

Always

wyoming

n/a

Always

other, neither, none of them, none of those, ?(i was born) [(somewhere n/a
else) (out side the united states)]

Always

?(US) state

n/a

Never

?(US) territory

n/a

Never

repeat, repeat that
// repeat

9

Never

Actions
Option

Condition

Action

Always

Assign: caller_pob = --

^

^

Prompt: [ka0710_out_01]
Thanks.

goto:
ka0800_LastPaymentNull_DS

other

Always

Assign: caller_pob =other

--

^

^

Prompt: [ka0710_out_02]
Okay, thanks.

goto:
ka0800_LastPaymentNull_DS

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state

Always

Prompt: [ka0710_out_03]
What state were you born in?

Re-Recognition:

territory

Always

Prompt: [ka0710_out_04]
What territory were you born in?

Re-Recognition:

repeat

Always

Prompt: [ka0710_out_05]
Sure.

Re-Recognition: Reprompt

Confirmation Prompts
Option

Condition

Name

Always

ka0710_cnf_ini_0 You were born in...
1

af_af

Always

ka0710_cnf_ini_0 Armed Forces Africa
2_af_af

af_am

Always

ka0710_cnf_ini_0 Armed forces Americas
2_af_am

af_ca

Always

ka0710_cnf_ini_0 Armed Forces Canada
2_af_ca

af_ca

Always

ka0710_cnf_ini_0 Armed Forces Canada
2

af_eu

Always

ka0710_cnf_ini_0 Armed forces Europe
2_af_eu

af_me

Always

ka0710_cnf_ini_0 Armed Forces Middle East
2_af_me

af_pa

Always

ka0710_cnf_ini_0 Armed Forces Pacific
2_af_pa

ak

Always

ka0710_cnf_ini_0 Alaska
2_ak

al

Always

ka0710_cnf_ini_0 Alabama
2_al

ar

Always

ka0710_cnf_ini_0 Arkansas
2_ar

as

Always

ka0710_cnf_ini_0 American Samoa
2_as

az

Always

ka0710_cnf_ini_0 Arizona
2_az

ca

Always

ka0710_cnf_ini_0 California
2_ca

co

Always

ka0710_cnf_ini_0 Colorado
2_co

ct

Always

ka0710_cnf_ini_0 Connecticut
2_ct

dc

Always

ka0710_cnf_ini_0 the District of Columbia
2_dc

de

Always

ka0710_cnf_ini_0 Delaware
2_de

fl

Always

ka0710_cnf_ini_0 Florida
2_fl

ga

Always

ka0710_cnf_ini_0 Georgia
2_ga

gu

Always

ka0710_cnf_ini_0 Guam
2_gu

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hi

Always

ka0710_cnf_ini_0 Hawaii
2_hi

ia

Always

ka0710_cnf_ini_0 Iowa
2_ia

id

Always

ka0710_cnf_ini_0 Idaho
2_id

il

Always

ka0710_cnf_ini_0 Illinois
2_il

in

Always

ka0710_cnf_ini_0 Indiana
2_in

ks

Always

ka0710_cnf_ini_0 Kansas
2_ks

ky

Always

ka0710_cnf_ini_0 Kentucky
2_ky

la

Always

ka0710_cnf_ini_0 Louisiana
2_la

ma

Always

ka0710_cnf_ini_0 Massachusetts
2_ma

md

Always

ka0710_cnf_ini_0 Maryland
2_md

me

Always

ka0710_cnf_ini_0 Maine
2_me

mh

Always

ka0710_cnf_ini_0 the Marshall Islands
2_mh

mi

Always

ka0710_cnf_ini_0 Michigan
2_mi

mn

Always

ka0710_cnf_ini_0 Minnesota
2_mn

mo

Always

ka0710_cnf_ini_0 Missouri
2_mo

mp

Always

ka0710_cnf_ini_0 the Northern Marianas Islands
2_mp

ms

Always

ka0710_cnf_ini_0 Mississippi
2_ms

mt

Always

ka0710_cnf_ini_0 Montana
2_mt

nc

Always

ka0710_cnf_ini_0 North Carolina
2_nc

nd

Always

ka0710_cnf_ini_0 North Dakota
2_nd

ne

Always

ka0710_cnf_ini_0 Nebraska
2_ne

nh

Always

ka0710_cnf_ini_0 New Hampshire
2_nh

nj

Always

ka0710_cnf_ini_0 New Jersey
2_nj

nm

Always

ka0710_cnf_ini_0 New Mexico
2_nm

nv

Always

ka0710_cnf_ini_0 Nevada
2_nv

ny

Always

ka0710_cnf_ini_0 New York

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2_ny

oh

Always

ka0710_cnf_ini_0 Ohio
2_oh

ok

Always

ka0710_cnf_ini_0 Oklahoma
2_ok

or

Always

ka0710_cnf_ini_0 Oregon
2_or

pa

Always

ka0710_cnf_ini_0 Pennsylvania
2_pa

pr

Always

ka0710_cnf_ini_0 Puerto Rico
2_pr

pw

Always

ka0710_cnf_ini_0 Palau
2_pw

ri

Always

ka0710_cnf_ini_0 Rhode Island
2_ri

sc

Always

ka0710_cnf_ini_0 South Carolina
2_sc

sd

Always

ka0710_cnf_ini_0 South Dakota
2_sd

tn

Always

ka0710_cnf_ini_0 Tennessee
2_tn

tx

Always

ka0710_cnf_ini_0 Texas
2_tx

ut

Always

ka0710_cnf_ini_0 Utah
2_ut

va

Always

ka0710_cnf_ini_0 Virginia
2_va

vi

Always

ka0710_cnf_ini_0 the Virgin Islands
2_vi

vt

Always

ka0710_cnf_ini_0 Vermont
2_vt

wa

Always

ka0710_cnf_ini_0 Washington
2_wa

wi

Always

ka0710_cnf_ini_0 Wisconsin
2_wi

wv

Always

ka0710_cnf_ini_0 West Virginia
2_wv

wy

Always

ka0710_cnf_ini_0 Wyoming
2_wy

other

Always

ka0710_cnf_ini_0 So you were NOT born in the United States or in a
3
U.S. territory.

--

Always

gl_cnf_ini_02

Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type
nomatch 1

Condition

Action

Always

Prompt: [ka0710_nm1_01]
Re-Recognition:
Let's try again... Please say the name
of the U.S. state or territory where you
were born. Or say, 'somewhere else'.

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nomatch 2

^

Prompt: [ka0710_nm2_01]
Re-Recognition:
Sorry. If you were NOT born in the
U.S. or one of its territories, say
'somewhere else'. Otherwise, tell me
the name of the state or territory
where you were born.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

^

Prompt: [ka0710_ni1_01]
If you were born in a U.S. state or
territory, tell me which one.
Otherwise, say 'somewhere else'.

noinput 2

^

Prompt: [ka0710_ni2_01]
Re-Recognition:
Sorry. If you were NOT born in the
U.S. or one of its territories, say
'somewhere else'. Otherwise, tell me
the name of the state or territory
where you were born.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

--

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
--

ka0800_LastPaymentNull_DS
Decision
Determines transition based on the value of the last_payment_needed variable.
Entering From
ka0700_POBNull_DS, ka0710_GetPlaceOfBirth_DM

Actions
Condition

Action

Transition

Always

--

goto:
ka0830_ScreenPopSplashReturn_PP

Elseif current_task=screen_splash

--

goto: ka0900_CheckingInfoMsg_PP

If
current_task=screen_pop

Elseif
If caller_last_payment=NULL -ka_collectPaymentAmount
=true

Nuance Communications

goto:
ka0810_GetLastPaymentAmount_DM

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^

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-Else
(caller_last_payment=|=NULL
)

goto: ka0900_CheckingInfoMsg_PP

--

goto: ka0900_CheckingInfoMsg_PP

Else
Always
(ka_collectPaymentAmoun
t=false)
Developer Notes
--

ka0810_GetLastPaymentAmount_DM
Currency Recognition
Asks callers for the amount of the last benefit check that they received.
Entering From
ka0800_LastPaymentNull_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

ka0810_ini_01

Last question - what was the amount of your last
benefit check?

reprompt

(after repeat or disconfirmation)

ka0810_ree_01

What was the amount of your last benefit check?

Sample Expressions

DTMF

Reco Var/Option

Confirm

three hundred twenty six dollars and eighty two cents
// range - from $0.01 to $9,999.00

326*82

Always

i don't know, i don't remember

1

If Necessary

repeat, repeat that

9

Never

Grammar

Actions
Option

Action

Transition

last_payment_amount Always

Condition

Assign: caller_last_payment
=

--

^

^

--

goto:
ka0900_CheckingInfoMsg_PP

dont_know

Always

Assign: caller_last_payment
=dont_know

goto:
ka0820_CantProceedMsg_PP

repeat

Always

Prompt: [ka0810_out_01]
Sure.

Re-Recognition: Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

last_payment -_amount

ka0810_cnf_ini_0 Just to make sure, the amount was...
1

^

--

ka0810_cnf_ini_0 [last_payment_amount]
2

dont_know

--

ka0810_cnf_ini_0 You don't know the amount of your last benefit
3
check.

--

Always

gl_cnf_ini_02

Right?

Confirmation Recovery Behavior
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See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt: [ka0810_nm1_01]
Re-Recognition:
Let's try again... Please say the exact
amount of your last benefit check or
enter it on your phone, using the 'star'
key for the decimal point. For
example, if you received 'one
hundred seventy five dollars and ten
cents,', you'd press '1 7 5 star 1 zero.'

Transition

nomatch 2

^

Prompt: [ka0810_nm2_01]
Re-Recognition:
Sorry. If you don't know the exact
amount of your last payment, press 1.
Otherwise, tell me the amount, in
dollars AND cents, or enter it on your
keypad. For example, if you received
'two hundred thirty five dollars and no
cents,' you'd press '2 3 5 star zero
zero.'

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

^

Prompt: [ka0810_ni1_01]
Re-Recognition:
Please say the exact amount of your
last benefit check or enter it on your
phone, using the 'star' key for the
decimal point. For example, if you
received 'one hundred seventy five
dollars and ten cents,', you'd press '1
7 5 star 1 zero.'

noinput 2

^

Prompt: [ka0810_ni2_01]
Re-Recognition:
Sorry. If you don't know the exact
amount of your last payment, press 1.
Otherwise, tell me the amount, in
dollars AND cents, or enter it on your
keypad. For example, if you received
'two hundred thirty five dollars and no
cents,' you'd press '2 3 5 star zero
zero.'

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

--

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes

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The grammar shall accept a minimum of $0.00 and a maximum of $9,999.00.
NOTE: grammar range revised - upper limit changed fro $99,000 to $9,999

ka0820_CantProceedMsg_PP
Simple Play Prompt
Tells callers that the IVR cannot help them without a check amount.
Entering From
ka0810_GetLastPaymentAmount_DM

Actions [Barge-in is OFF]
Condition

Action

Transition

Always

Assign: kba_transaction_status =failure

--

^

Prompt: [ka0820_out_01]
Return to calling dialog:
Without the amount of your last payment I BenefitsVerification
can't help you.
[bv0130_KBAuthentication_SD]
ChangeOfAddress
[ca0300_KBAuthentication_SD]
ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit
[dd0300_KBAuthentication_SD]
MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main [mm3005_KBAuthentication_SD]

Developer Notes
--

ka0830_ScreenPopSplashReturn_PP
Simple Play Prompt
Determines route of caller based on if current task is screen splash or screen pop.
Entering From
ka0800_LastPaymentNull_DS, ka0905_ScreenSplashKB_DB

Actions [Barge-in is OFF]
Condition

Action

Transition

If current_task=screen_pop

--

Return to calling dialog:
BenefitsVerification
[bv0130_KBAuthentication_SD]
ChangeOfAddress
[ca0300_KBAuthentication_SD]
ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit
[dd0300_KBAuthentication_SD]
MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main [mm3005_KBAuthentication_SD]

Else (current_task=screen_splash)

Prompt: [ka0830_out_01]
We're all set.

Return to calling dialog:
BenefitsVerification
[bv0130_KBAuthentication_SD]

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ChangeOfAddress
[ca0300_KBAuthentication_SD]
ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit
[dd0300_KBAuthentication_SD]
MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main [mm3005_KBAuthentication_SD]

Developer Notes
--

ka0900_CheckingInfoMsg_PP
Simple Play Prompt
Tells callers that there may be a delay (while the backend database is accessed).
Entering From
ka0100_ElementsCheck_DB, ka0800_LastPaymentNull_DS, ka0810_GetLastPaymentAmount_DM

Actions [Barge-in is OFF]
Condition

Action

Transition

If current_task=screen_splash

Prompt: [ka0900_out_01]
Please hold on...

goto: ka0905_ScreenSplashKB_DB

Else

If
Prompt: [ka0900_out_03]
current_task=card_medicare I've got everything I need. Hold on while I
OR benefits_verification
submit this...

^

-Elseif no_kba_info_needed = Prompt: [ka0900_out_02]
false
Please hold on while I look this up. It may
take a few seconds...

^

Prompt: [ka0900_out_04]
Else
(no_kba_info_needed = true) Please hold on for just a second...

^

Always

--

--

-goto: ka0910_QueryKB_DB

Developer Notes
--

ka0905_ScreenSplashKB_DB
Database Call
Submits query to backend database to verify authentication data for screen splash.
Entering From
ka0900_CheckingInfoMsg_PP

Input parameters
Parameter

Value

processID

Which process to pass the request to. Values are: PING, AUTH, INFO,
AUTHINFO, MI, ENDSESSION, NONE.

requestID

Unique 10 digit ID for the request. 10 zeros, if not used.

timestamp

Transaction timestamp.

version

Version of the xml schema used.

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Output parameters
Variable

Description

ss_statusCode

Possible values that can be returned are: 0000=Success, 0150=System
Failure-connected but failed for other reasons, 0151=System Failure,
0152=Off hour request, and 7777=Validation failure.

ss_statusDescription

Status code text description

Actions
Condition

Action

Transition

Always

--

goto:
ka0830_ScreenPopSplashReturn_PP

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

ka0910_QueryKB_DB
Database Call
Submits query to backend database to verify authentication data.
Entering From
ka0900_CheckingInfoMsg_PP

Input parameters
Parameter

Value

processID

Which process to pass the request to. Values are: PING, AUTH, INFO,
AUTHINFO, MI, ENDSESSION, NONE.

requestID

Unique 10 digit ID for the request. 10 zeros, if not used.

timestamp

Transaction timestamp.

version

Version of the xml schema used.

actionType

--

ui

Type of user, T for Telephone

ssn

9 digit Social Security Number

firstName

15 character First Name, upper case

lastName

20 character Last Name, upper case

otherLastName

Other last name, max length 20

dobMonth

Month of Birth in the format of MM

dobDay

Day of Birth in the format of DD

dobYear

Year of Birth in the format of CCYY

attemptedAppID

Application making the request, 8 characters max.

mothersMaidenName

Mothers maiden name, 20 characters max, upper case

placeOfBirth

2 character state abbreviation for birth place. FF for foreign born.

currentPassword

7 digit password

bornInUS

Y or N

paymentAmount

Payment amount, right justified, zero padded to 4 digits. For example,
for $234.00, send 0234

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wagesSsn

9 digit SSN for wage earner if caller is not the wage earner

Ani

Caller's 10 digit ANI. All zeros if unavailable.

Output parameters
Variable

Description

ka_statusCode

Possible values that can be returned are: 0000=Success, 0001 = Data
is valid and processed and the user already has direct deposit, 0002 =
Data is valid and processed and the user does not have direct deposit,
0108=cannot match the information provided (unable to authenticate),
0150=System Failure-connected but failed for other reasons,
0151=System Failure, 0152=Off hour request, 0226=Survivor is not a
spouse, parent or child on MBR, 0508=Block Access, 1111=Application
is in off season (Dec. 15-Jan. 31), 7777=Validation failure, 8888=Not
authenticated/authorized and 9999=Data Invalid.

ka_statusDescription

Status code text description

ka_firstNameMbr

MBR authentication status for first name: 01 = Element verified, 02 =
Element on database-not verified, 03 = Element not on database, 04 =
Unable to access database, 05 = Element not received

ka_firstNameSsr

SSR authentication status for first name: 01 = Element verified, 02 =
Element on database-not verified, 03 = Element not on database, 04 =
Unable to access database, 05 = Element not received

ka_firstNameNumi

Numident authentication status for first name: 01 = Element verified, 02
= Element on database-not verified, 03 = Element not on database, 04
= Unable to access database, 05 = Element not received

ka_lastNameMbr

MBR authentication status for last name: 01 = Element verified, 02 =
Element on database-not verified, 03 = Element not on database, 04 =
Unable to access database, 05 = Element not received

ka_lastNameSsr

SSR authentication status for last name: 01 = Element verified, 02 =
Element on database-not verified, 03 = Element not on database, 04 =
Unable to access database, 05 = Element not received

ka_lastNameNumi

Numident authentication status for last name: 01 = Element verified, 02
= Element on database-not verified, 03 = Element not on database, 04
= Unable to access database, 05 = Element not received

ka_dobMbr

MBR authentication status for date of birth: 01 = Element verified, 02 =
Element on database-not verified, 03 = Element not on database, 04 =
Unable to access database, 05 = Element not received, 06 = Non
numeric DOB received, 07 = Non numeric DOB on database.

ka_dobSsr

SSR authentication status for date of birth: 01 = Element verified, 02 =
Element on database-not verified, 03 = Element not on database, 04 =
Unable to access database, 05 = Element not received, 06 = Non
numeric DOB received, 07 = Non numeric DOB on database.

ka_dobNumi

Numident authentication status for date of birth: 01 = Element verified,
02 = Element on database-not verified, 03 = Element not on database,
04 = Unable to access database, 05 = Element not received, 06 = Non
numeric DOB received, 07 = Non numeric DOB on database.

ka_mothersMaidenNameNumi

Numident authentication status for mothers maiden name: 01 = Element
verified, 02 = Element on database-not verified, 03 = Element not on
database, 04 = Unable to access database, 05 = Element not received

ka_placeOfBirthNumi

Numident authentication status for mothers maiden name: 01 = Element
verified, 02 = Element on database-not verified, 03 = Element not on
database, 04 = Unable to access database, 05 = Element not received

ka_nhSsnFirstName

9 digit Social Security Number (SSN). This tag will be returned when
the user's first name is verified using an SSN other than the SSN
entered.

ka_bicFirstName

1 or 2-digit alpha or alpha-numeric string representing the Beneficiary
Identification Code (BIC). This tag will be returned when the user's first
name is verified using an SSN other than the SSN entered.

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ka_nhSsnLastName

9 digit Social Security Number (SSN). This tag will be returned when
the user's last name is verified using an SSN other than the SSN
entered.

ka_bicLastName

1 or 2-digit alpha or alpha-numeric string representing the BIC. This tag
will be returned when the user's last name is verified using an SSN
other than the SSN entered.

ka_nhSsnDob

9 digit Social Security Number (SSN). This tag will be returned when
the user's date of birth is verified using an SSN other than the SSN
entered.

ka_bicDob

1 or 2-digit alpha or alpha-numeric string representing the BIC. This tag
will be returned when the user's date of birth is verified using an SSN
other than the SSN entered.

Actions
Condition
ALWAYS

^

If success

Action

Transition

Assign: no_kba_info_needed =false

--

--

goto: ka0920_SuccessMsg_PP

Else (failure)

If ka_statusCode=0108

--

goto: ka0930_FailureMsg_PP

^

If ka_statusCode=0508

--

goto: ka0940_AccountBlockedMsg_PP

^

If ka_statusCode=0152

Assign: kba_transaction_status =failure

--

^

^

Prompt: [ka0910_out_01]
Sorry, our system is undergoing routine
maintenance and I'm unable to access
your records at this time. Please try back
in the morning. If you'd like to speak with
someone...

Return to calling dialog:
BenefitsVerification
[bv0130_KBAuthentication_SD]
ChangeOfAddress
[ca0300_KBAuthentication_SD]
ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit
[dd0300_KBAuthentication_SD]
MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main [mm3005_KBAuthentication_SD]

^

Else

Assign: kba_transaction_status =failure

--

^

^

Prompt: [ka0910_out_02]
Return to calling dialog:
Sorry, I'm having trouble getting access to BenefitsVerification
your records...
[bv0130_KBAuthentication_SD]
ChangeOfAddress
[ca0300_KBAuthentication_SD]
ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit
[dd0300_KBAuthentication_SD]
MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main [mm3005_KBAuthentication_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

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ka0920_SuccessMsg_PP
Simple Play Prompt
Conveys to callers that the information they have provided matched what is in the backend database.
Entering From
ka0910_QueryKB_DB

Actions [Barge-in is OFF]
Condition

Action

Transition

Always

Assign: kba_transaction_status =success --

If current_task=benefits_verification

--

Return to calling dialog:
BenefitsVerification
[bv0130_KBAuthentication_SD]
ChangeOfAddress
[ca0300_KBAuthentication_SD]
ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit
[dd0300_KBAuthentication_SD]
MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main [mm3005_KBAuthentication_SD]

Else

Prompt: [ka0920_out_01]
All right. We're all set.

Return to calling dialog:
BenefitsVerification
[bv0130_KBAuthentication_SD]
ChangeOfAddress
[ca0300_KBAuthentication_SD]
ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit
[dd0300_KBAuthentication_SD]
MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main [mm3005_KBAuthentication_SD]

Developer Notes
--

ka0930_FailureMsg_PP
Simple Play Prompt
Tells callers some of the information they have provided did not match what is in the backend database.
Entering From
ka0910_QueryKB_DB

Actions [Barge-in is OFF]
Condition

Action

Transition

Always

Assign: kba_transaction_status =failure

--

^

Prompt: [ka0930_out_01]
Return to calling dialog:
Sorry, I'm having trouble processing this... BenefitsVerification
[bv0130_KBAuthentication_SD]
ChangeOfAddress
[ca0300_KBAuthentication_SD]

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ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit
[dd0300_KBAuthentication_SD]
MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main [mm3005_KBAuthentication_SD]

Developer Notes
--

ka0940_AccountBlockedMsg_PP
Simple Play Prompt
Tells callers that there is a block on access to their account via IVR and web.
Entering From
ka0910_QueryKB_DB

Actions [Barge-in is OFF]
Condition

Action

Transition

Always

Assign: kba_transaction_status
=account_blocked

--

^

Prompt: [ka0940_out_01]
According to our records, you asked that
this automated system and our website
block access to your account, so you'll
need to speak to someone. By the way, if
you want to unblock your account, the
agent can help you do that as well.

Return to calling dialog:
BenefitsVerification
[bv0130_KBAuthentication_SD]
ChangeOfAddress
[ca0300_KBAuthentication_SD]
ClaimStatusRequests
[cs0110_KBAuthentication_SD]
DirectDeposit
[dd0300_KBAuthentication_SD]
MedicareReplacementCard
[mr0130_KBAuthentication_SD]
ReplacementBenefitStatement
[rb0300_KBAuthentication_SD]
main [mm3005_KBAuthentication_SD]

Developer Notes
--

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2.9 MedicareReplacementCard Dialog
This application allows callers who are currently enrolled in Medicare to order a replacement Medicare Card.

mr0100_PingHost_DB
Database Call
Pings the host database to ensure the host is available.
Entering From
mm0565_MRC_SD

Input parameters
Parameter

Value

processID

Which process to pass the request to. Values are: PING, AUTH, INFO,
AUTHINFO, MI, ENDSESSION, NONE.

requestID

Unique 10 digit ID for the request. 10 zeros, if not used.

timestamp

Transaction timestamp.

version

Version of the xml schema used.

Output parameters
Variable

Description

mr_statusCode

Determines if the backend system is available. Possible values that can
be returned are: 0000=Success, 0150=System Failure-connected but
failed for other reasons, 0151=System Failure, 0152=Off hour request,
and 7777=Validation failure.

mr_statusDescription

Status code text description.

Actions
Condition

Action

Transition

If mr_statusCode=0000 (success)

--

goto: mr0130_KBAuthentication_SD

Else (failure)

Always

Assign: mrc_transaction_status =failure

--

^

If mr_statusCode=0152 (off
hours request)

Prompt: [mr0100_out_01]
Return to calling dialog:
Sorry, our system is undergoing routine
main [mm0565_MRC_SD]
maintenance and I'm unable to access
your records at this time. Please try back
in the morning. If you'd like to speak with
someone...

^

Else

Prompt: [mr0100_out_02]
Return to calling dialog:
Sorry, I'm having trouble getting access to main [mm0565_MRC_SD]
your records...

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

mr0130_KBAuthentication_SD
Subdialog Call
Sub dialogue call to 'Knowledge Based Authentication'.
Entering From
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mr0100_PingHost_DB
Dialog called
Proceed to initial node in:

KnowledgeBasedAuthentication

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

Transition

If kba_transaction_status=success

--

goto: mr0210_MRCSuccess_PP

Elseif kba_transaction_status=account_blocked

Assign: mrc_transaction_status =failure

Return to calling dialog:
main [mm0565_MRC_SD]

Elseif kba_transaction_status=attestation_declined

Assign: mrc_transaction_status =failure

Return to calling dialog:
main [mm0565_MRC_SD]

Else (kba_transaction_status=failure)

Assign: mrc_transaction_status =failure

Return to calling dialog:
main [mm0565_MRC_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
The request for the replacement medicare card is processed in authentication (ka0910_QueryKB_DB).

mr0210_MRCSuccess_PP
Simple Play Prompt
Informs the caller how long it will take to receive the request and that it was submitted successfully.
Entering From
mr0130_KBAuthentication_SD

Actions [Barge-in is OFF]
Condition

Action

Transition

Always

Prompt: [mr0210_out_01]
You should receive your Replacement
Medicare Card in the mail within four
weeks.

goto: mr0220_TransactionEnd_PP

Developer Notes
--

mr0220_TransactionEnd_PP
Simple Play Prompt
Gives the caller the option to hang up if they're finished.
Entering From
mr0210_MRCSuccess_PP

Actions
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Condition

Action

Always

Assign: mrc_transaction_status =success --

Transition

^

Prompt: [mr0220_out_01]
If you're finished, feel free to hang up.
Otherwise,...

Return to calling dialog:
main [mm0565_MRC_SD]

Developer Notes
--

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2.10 NameOSDM Dialog
This module collects a name from the caller (first, last, alternate, and/or mother's maiden name).

na0110_PlayEntryPrompt_PP
Simple Play Prompt
Plays an introduction message letting the caller know what name will be collected [first].
Entering From
ka0340_GetCallerName_SD, ka0370_GetCallerNameRetry_SD, ka0430_GetAlternativeName_SD, ka0460_GetAlternativeNameRetry_SD,
ka0620_GetMaidenName_SD

Actions [Barge-in is OFF]
Condition

Action

Transition

Always

Assign: name_collect_counter
=increment+1

--

If names_to_collect ==
'FIRST' or 'FIRST_LAST'

Prompt: [na0110_out_01]
entryprompt ==
'default_name_entryprompt_fi Now...
rstname_lastname'

--

^

entryprompt ==
'post_tnrs_entryprompt'

Prompt: [na0110_out_02]
Let's try this...

--

^

spelling_only == 'false'

--

goto: na0120_SayAndSpellFirst_DM

^

spelling_only == 'true'

--

goto: na0140_SpellFirst_DM

Prompt: [na0110_out_03]
Else (names_to_collect == entryprompt ==
'LAST' or 'LAST_FIRST') 'default_name_entryprompt_fi Now...
rstname_lastname'

--

^

entryprompt ==
'post_tnrs_entryprompt'

Prompt: [na0110_out_04]
Let's try this again.

--

^

entryprompt ==
'alt_name_entryprompt'

Prompt: [na0110_out_05]
Okay.

--

^

Prompt: [na0110_out_06]
entryprompt ==
'maiden_name_entryprompt' Next...

--

^

IF spelling_only == 'false'

--

goto: na0130_SayAndSpellLast_DM

^

ELSE
(spelling_only == 'true')

--

goto: na0150_SpellLast_DM

Developer Notes
Disable barge-in
Check confirguration for settng of entryprompt parameter

na0120_SayAndSpellFirst_DM
CustomContext Recognition
Asks the caller to say and spell their first name.
Entering From
na0110_PlayEntryPrompt_PP, na0200_ConfirmName_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

na0120_ini_01

Please say, then spell, just your first name. For

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example, if your first name was Robin, you'd say
"Robin: R O B I N." Go ahead.

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

robin r o b i n
// if name matches generic say and spell grammar

n/a

>

Never

robin r o b i n
// if name provided matched grammar compiled from TNRS

n/a

Never

Actions
Option

Condition

Action

Transition

Always

Prompt: [na0120_out_01]
All right.

goto:
na0130_SayAndSpellLast_DM

Always

Prompt: [na0120_out_02]
All right.

goto:
na0130_SayAndSpellLast_DM

Type

Condition

Action

Transition

nomatch 1

If tnrs_checked=false

Comment: exit with flag to indicate
that first name was being collected
(this will be used when returning to
the NameOSDM)

--

nomatch 1

^

Assign: name_status =failure

Return to calling dialog:
KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_S
D]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_S
D]
KnowledgeBasedAuthentication
[ka0460_GetAlternativeNameRet
ry_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

nomatch 1

Else
(tnrs_checked=true)

Prompt: [na0120_nm1_01]
Let's try again... please SAY, then
SPELL, your first name like this 'John, J O H N.' Go ahead.

Re-Recognition:

nomatch 2

If tnrs_checked=false

Comment: exit with flag to indicate
that first name was being collected
(this will be used when returning to
the NameOSDM)

--

nomatch 2

^

Assign: name_status =failure

Return to calling dialog:
KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_S
D]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_S
D]
KnowledgeBasedAuthentication
[ka0460_GetAlternativeNameRet
ry_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

Recovery Behavior

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nomatch 2

Else

Assign: collectname_spellingonly
=true

--

nomatch 2

^

Prompt: [na0120_nm2_01]
Let's try this a different way...

goto: na0140_SpellFirst_DM

noinput 1

Always

Prompt: [na0120_ni1_01]
Re-Recognition:
In order to look at your account, I
need you to say, then spell, your first
name. For example, if your name was
'Nick,' you'd say 'Nick, N I C K.' So,
go ahead and say, then spell just your
FIRST name.

noinput 2

If tnrs_checked=false

Comment: exit with flag to indicate
that first name was being collected
(this will be used when returning to
the NameOSDM)

--

noinput 2

^

Assign: name_status =failure

Return to calling dialog:
KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_S
D]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_S
D]
KnowledgeBasedAuthentication
[ka0460_GetAlternativeNameRet
ry_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

noinput 2

Else

Assign: collectname_spellingonly
=true

--

noinput 2

^

Prompt: [na0120_ni2_01]
Let's try this a different way...

goto: na0140_SpellFirst_DM

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

na0130_SayAndSpellLast_DM
CustomContext Recognition
If name_collect_task=calle, asks the caller to say and spell their last name. If name_collect_task=alternative, collects caller's other name. If
name_collect_task=maiden, collects caller's mother's maiden name.
Entering From
na0110_PlayEntryPrompt_PP, na0120_SayAndSpellFirst_DM, na0200_ConfirmName_DM

Initial Prompts
Type

Condition

Nuance Communications

Name
Social Security Administration
CONFIDENTIAL

Wording
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initial

If name_collect_task=caller

na0130_ini_01

Now please say, then spell, just your last name. For
example, if your last name was O'Brien, you'd say
"O'Brien: O apostrophe B R I E N." Go ahead.

initial

Else if If name_collect_task=alternative

na0130_ini_02

Please say, then spell, your OTHER LAST NAME.

initial

Else (name_collect_task=maiden)

na0130_ini_03

Please say, then spell, your mother's MAIDEN
NAME.

Sample Expressions

DTMF

Reco Var/Option

Confirm

kusack K U S A C K
// if name matches generic say and spell grammar

n/a

>

Never

kusack K U S A C K
// if name provided matched grammar copmiled from TNRS

n/a

>

Never

I don't know, I don't have one, none
// this option is available ONLY when name_collect_task=alternative

n/a

If Necessary

Grammar

Actions
Option

Condition

Action

Transition

Always

Prompt: [na0130_out_01]
Thanks.

goto:
na0200_ConfirmName_DM

Always

--

goto:
na0210_ExitSuccessPrompts_P
P

none

Always

Assign: name_status =success

--

^

Prompt: [na0130_out_02]
No problem.

Return to calling dialog:
KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_S
D]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_S
D]
KnowledgeBasedAuthentication
[ka0460_GetAlternativeNameRet
ry_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

^

Confirmation Prompts
Option

Condition

Name

Wording

none

--

na0130_cnf_ini_0 You don't have another last name.
1

--

Always

gl_cnf_ini_02

Right?

Confirmation Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

--

Prompt: [na0130_cnf_nm1_01]
Sorry, I didn't catch that. Please say
"yes," or "no".

Re-Recognition: Reprompt

nomatch 2

--

Prompt: [na0130_cnf_nm2_01]
Sorry, I still didn't catch that. If 'yes'
press one, otherwise press two.

Re-Recognition: Reprompt

nomatch 3

--

--

--

noinput 1

--

Prompt: [na0130_cnf_ni1_01]

Re-Recognition: Reprompt

Nuance Communications

Social Security Administration
CONFIDENTIAL

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

noinput 2

--

Prompt: [na0130_cnf_ni2_01]
Re-Recognition: Reprompt
Sorry, I still didn't hear you. I need to
know if I got your name right. Please
say "yes" or "no".

noinput 3

--

--

--

noinput 1

--

--

Re-Recognition: Reprompt

noinput 2

--

Prompt: [gl_cnf_ni2_01]
Sorry.

Re-Recognition: Reprompt

noinput 3

--

Prompt: [gl_cnf_ni3_01]
event: event.conf.noinput
Sorry, we seem to be having trouble. goto: mm3000_ABRStatus_DS

nomatch 1

--

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

Re-Recognition: Reprompt

nomatch 2

--

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

Re-Recognition: Reprompt

nomatch 3

--

Prompt: [gl_cnf_nm3_01]
event: event.conf.nomatch
Sorry, we seem to be having trouble. goto: mm3000_ABRStatus_DS

Type

Condition

Action

Transition

nomatch 1

If tnrs_checked=false
AND
name_collect_task=caller OR alternative

Comment: exit with flag to indicate
that first name was being collected
(this will be used when returning to
the NameOSDM)

--

nomatch 1

^

Assign: name_status =failure

Return to calling dialog:
KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_S
D]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_S
D]
KnowledgeBasedAuthentication
[ka0460_GetAlternativeNameRet
ry_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

nomatch 1

Else

If
Prompt: [na0130_nm1_01]
Re-Recognition:
name_collect_task=calle Let's try again... please SAY, then
r
SPELL, your last name like this 'O'Brien: O apostrophe B R I E N.' Go
ahead.

nomatch 1

^

Prompt: [na0130_nm1_02]
If
name_collect_task=alter If you DON'T HAVE another last
native
name, say 'I don't have one.'
Otherwise, let's try again... please
SAY, then SPELL, your other last
name like this - 'O'Brien: O
apostrophe B R I E N.' Go ahead.

Re-Recognition:

nomatch 1

^

Prompt: [na0130_nm1_03]
Else
(name_collect_task=mai Let's try again... please SAY, then
den)
SPELL, your mother's maiden last
name like this - 'O'Brien: O
apostrophe B R I E N.' Go ahead.

Re-Recognition:

Recovery Behavior

Nuance Communications

Social Security Administration
CONFIDENTIAL

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nomatch 2

Always

Assign: collectname_spellingonly
=true

--

nomatch 2

^

Prompt: [na0130_nm2_01]
Let's try this a different way...

goto: na0150_SpellLast_DM

noinput 1

If name_collect_task=caller

Prompt: [na0130_ni1_01]
Re-Recognition:
In order to look at your account, I
need you to say, then spell, your last
name. For example, if your name was
'O'Brien,' you'd say 'O'Brien: O
apostrophe B R I E N.' So, go ahead
and say, then spell just your LAST
name.

noinput 1

Else if name_collect_task=alternative

Prompt: [na0130_ni1_02]
Re-Recognition:
If you DON'T HAVE another last
name, say 'I don't have one.'
Otherwise, I need you to say, then
spell, your OTHER last name. For
example, if your name was 'O'Brien,'
you'd say 'O'Brien: O apostrophe B R
I E N.' So, go ahead and say, then
spell just your other LAST name.

noinput 1

Else (name_collect_task=maiden)

Prompt: [na0130_ni1_03]
Re-Recognition:
In order to look at your account, I
need you to say, then spell, your
mother's maiden name. For example,
if her maiden name was 'O'Brien,'
you'd say 'O'Brien: O apostrophe B R
I E N.' So, go ahead and say, then
spell just your mother's maiden LAST
name.

noinput 2

If tnrs_checked=false
AND
name_collect_task=caller OR alternative

Comment: exit with flag to indicate
that first name was being collected
(this will be used when returning to
the NameOSDM)

--

noinput 2

^

Assign: name_status =failure

Return to calling dialog:
KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_S
D]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_S
D]
KnowledgeBasedAuthentication
[ka0460_GetAlternativeNameRet
ry_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

noinput 2

Else

Assign: collectname_spellingonly
=true

--

noinput 2

^

Prompt: [na0130_ni2_01]
Let's try this a different way...

goto: na0150_SpellLast_DM

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter
Nuance Communications

Value
Social Security Administration
CONFIDENTIAL

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--

03/23/2020
--

Developer Notes
ADDED 'none' option to be used ONLY when name_collect_task=alternative. Created new grammar 'alt_name_sayandspelllast' to handle the
'none' option, though if it is better to simply insinuate it in existing grammar we can revise.

na0140_SpellFirst_DM
CustomContext Recognition
Asks the caller to just spell their first name.
Entering From
na0110_PlayEntryPrompt_PP, na0120_SayAndSpellFirst_DM, na0200_ConfirmName_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

na0140_ini_01

This time, just SPELL your first name for me.

Sample Expressions

DTMF

Reco Var/Option

Confirm

ROBIN
// if name matches generic say and spell grammar

n/a

>

Never

ROBIN
// if name provided matched grammar copmiled from TNRS

n/a

>

Never

Grammar

Actions
Option

Condition

Action

Transition

--

--

Comment: If the caller has errored
-out of say and spell, we will continue,
for last name collection, with spell
only

Always

Prompt: [na0140_out_01]
All right.

goto: na0150_SpellLast_DM

Always

Prompt: [na0140_out_02]
All right.

goto: na0150_SpellLast_DM

Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [na0140_nm1_01]
Let's try again... Go ahead and spell
your first name for me again.

Re-Recognition:

nomatch 2

^

Prompt: [na0140_nm2_01]
Re-Recognition:
Sorry. Please spell your first name
one more time. For example, if your
name was Robin, you'd say "R O B I
N."

nomatch 3

Always

Assign: transfer_reason =error

--

nomatch 3

^

Assign: name_status =failure

--

nomatch 3

^

Prompt: [na0140_nm3_01]
Return to calling dialog:
Sorry, we seem to be having trouble. KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_S
D]
KnowledgeBasedAuthentication

Recovery Behavior

Nuance Communications

Social Security Administration
CONFIDENTIAL

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[ka0430_GetAlternativeName_S
D]
KnowledgeBasedAuthentication
[ka0460_GetAlternativeNameRet
ry_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

noinput 1

Always

Prompt: [na0140_ni1_01]
Go ahead and spell your first name
for me, like this - 'R O B I N.'

Re-Recognition:

noinput 2

^

Prompt: [na0140_ni2_01]
Re-Recognition:
Sorry. Please spell your first name
one more time. For example, if your
name was Robin, you'd say "R O B I
N."

noinput 3

Always

Assign: transfer_reason =error

--

noinput 3

^

Assign: name_status =failure

--

noinput 3

^

Prompt: [na0140_ni3_01]
Return to calling dialog:
Sorry, we seem to be having trouble. KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_S
D]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_S
D]
KnowledgeBasedAuthentication
[ka0460_GetAlternativeNameRet
ry_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

na0150_SpellLast_DM
CustomContext Recognition
If name_collect_task=caller, asks the caller to spell their last name. If name_collect_task=alternative, collects caller's alternative last name or, if
name_collect_task=maiden, collects caller's mother's maiden name.
Entering From
na0110_PlayEntryPrompt_PP, na0130_SayAndSpellLast_DM, na0140_SpellFirst_DM, na0200_ConfirmName_DM

Initial Prompts
Type

Condition

initial

If
name_collect_task=caller

Nuance Communications

Name
If entering from
na0150_ini_01
na0110__PlayEntryPrompt_P
Social Security Administration
CONFIDENTIAL

Wording
This time, just SPELL your last name for me.

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P

initial

^

initial

initial

Else

na0150_ini_02

Now spell just your LAST name.

Elseif
Always
name_collect_task=alterna
tive

na0150_ini_03

This time, just SPELL your other last name for me.

Else
Always
(name_collect_task=maide
n)

na0150_ini_04

This time, just SPELL your mother's maiden last
name for me.

Sample Expressions

DTMF

Reco Var/Option

Confirm

SMITH
// if name matches generic say and spell grammar

n/a

>

Never

SMITH
// if name provided matched grammar copmiled from TNRS

n/a

>

Never

Grammar

Actions
Option

Condition

Action

Transition

Always

Prompt: [na0150_out_01]
Thanks.

goto:
na0200_ConfirmName_DM

Always

--

goto:
na0210_ExitSuccessPrompts_P
P

Type

Condition

Action

Transition

nomatch 1

If name_collect_task=caller

Prompt: [na0150_nm1_01]
Let's try again... Go ahead and spell
your last name for me again.

Re-Recognition:

nomatch 1

Elseif name_collect_task=alternative

Prompt: [na0150_nm1_02]
Let's try again... Go ahead and spell
your other last name for me again.

Re-Recognition:

nomatch 1

Else (name_collect_task=maiden)

Prompt: [na0150_nm1_03]
Let's try again... Go ahead and spell
your mother's maiden last name for
me again.

Re-Recognition:

nomatch 2

If name_collect_task=caller

Prompt: [na0150_nm2_01]
Sorry. Please spell your last name
one more time. For example, if your
name was Smith, you'd say 'S M I T
H.'

Re-Recognition:

nomatch 2

Elseif name_collect_task=alternative

Prompt: [na0150_nm2_02]
Re-Recognition:
Sorry. Please spell your other last
name one more time. For example, if
your name was Smith, you'd say 'S M
I T H.'

nomatch 2

Else (name_collect_task=maiden)

Prompt: [na0150_nm2_03]
Sorry. Please spell your mother's
maiden name one more time. For
example, if her name was Smith,
you'd say 'S M I T H.'

Re-Recognition:

nomatch 3

Always

Assign: transfer_reason =error

--

nomatch 3

^

Assign: name_status =failure

--

nomatch 3

^

Prompt: [na0150_nm3_01]
Return to calling dialog:
Sorry, we seem to be having trouble. KnowledgeBasedAuthentication

Recovery Behavior

Nuance Communications

Social Security Administration
CONFIDENTIAL

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[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_S
D]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_S
D]
KnowledgeBasedAuthentication
[ka0460_GetAlternativeNameRet
ry_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

noinput 1

If name_collect_task=caller

Prompt: [na0150_ni1_01]
Go ahead and spell your last name
for me, like this - 'S M I T H.'

Re-Recognition:

noinput 1

Elseif name_collect_task=alternative

Prompt: [na0150_ni1_02]
Go ahead and spell your other last
name for me, like this - 'S M I T H.'

Re-Recognition:

noinput 1

Else (name_collect_task=maiden)

Prompt: [na0150_ni1_03]
Re-Recognition:
Go ahead and spell your mother's
maiden last name for me, like this - 'S
M I T H.'

noinput 2

If name_collect_task=caller

Prompt: [na0150_ni2_01]
Sorry. Please spell your last name
one more time. For example, if your
name was Smith, you'd say 'S M I T
H.'

noinput 2

Elseif name_collect_task=alternative

Prompt: [na0150_ni2_02]
Re-Recognition:
Sorry. Please spell your other last
name one more time. For example, if
your name was Smith, you'd say 'S M
I T H.'

noinput 2

Else (name_collect_task=maiden)

Prompt: [na0150_ni2_03]
Sorry. Please spell your mother's
maiden name one more time. For
example, if her name was Smith,
you'd say 'S M I T H.'

Re-Recognition:

noinput 3

Always

Assign: transfer_reason =error

--

noinput 3

^

Assign: name_status =failure

--

noinput 3

^

Prompt: [na0150_ni3_01]
Return to calling dialog:
Sorry, we seem to be having trouble. KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_S
D]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_S
D]
KnowledgeBasedAuthentication
[ka0460_GetAlternativeNameRet
ry_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

Re-Recognition:

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Nuance Communications

Social Security Administration
CONFIDENTIAL

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Config Parameters
Parameter

Value

--

--

Developer Notes
--

na0200_ConfirmName_DM
YesNo Recognition
Asks the caller to confirm the name collected is correct.
Entering From
na0130_SayAndSpellLast_DM, na0150_SpellLast_DM

Initial Prompts [Barge-in is OFF]
Type

Condition

Name

Wording

initial

Always

na0200_ini_01

Let me read that back.

initial

name_collect_task=caller
and names_to_collect ==
'FIRST'

collectname_spelling_only == na0200_ini_02
'false'

Your first name is

initial

^

^

TTS Prompt :
[na0200_ini_03]

{ firstname /medial /say-as=other }

initial

^

^

na0200_ini_04

...spelled:

initial

^

^

TTS Prompt :
[na0200_ini_05]

{ firstnamespelling /final /say_as=alpha num }

initial

^

collectname_spelling_only == na0200_ini_06
'true'

Your first name is spelled...

initial

^

^

{ firstnamespelling /final /say_as=alpha num }

initial

name_collect_task=caller
and names_to_collect ==
'FIRST'

collectname_spelling_only == na0200_ini_08
'false'

And last name:

initial

^

^

TTS Prompt :
[na0200_ini_09]

{ lastname /medial /say-as=other }

initial

^

^

na0200_ini_10

...spelled:

initial

^

^

TTS Prompt :
[na0200_ini_11]

{ lastnamespelling /final /say_as=alpha num }

initial

^

collectname_spelling_only == na0200_ini_12
'true'

And last name spelled...

initial

^

^

{ lastnamespelling /final /say_as=alpha num }

initial

names_to_collect ==
collectname_spelling_only == na0200_ini_14
'LAST' AND
'false'
name_collect_task=alterna
tive

Your other last name is

initial

^

^

TTS Prompt :
[na0200_ini_15]

{ lastname /medial /say-as=other }

initial

^

^

na0200_ini_16

...spelled:

initial

^

^

TTS Prompt :
[na0200_ini_17]

{ lastnamespelling /final /say_as=alpha num }

Nuance Communications

TTS Prompt :
[na0200_ini_07]

TTS Prompt :
[na0200_ini_13]

Social Security Administration
CONFIDENTIAL

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initial

^

collectname_spelling_only == na0200_ini_18
'true'

Your other last name is spelled...

initial

^

^

{ lastnamespelling /final /say_as=alpha num }

initial

names_to_collect ==
collectname_spelling_only == na0200_ini_20
'LAST' AND
'false'
name_collect_task=maide
n

Your mother's maiden name is

initial

^

^

TTS Prompt :
[na0200_ini_21]

{ lastname /medial /say-as=other }

initial

^

^

na0200_ini_22

...spelled:

initial

^

^

TTS Prompt :
[na0200_ini_23]

{ lastnamespelling /final /say_as=alpha num }

initial

^

collectname_spelling_only == na0200_ini_24
'true'

Your mother's maiden name is spelled...

initial

^

^

TTS Prompt :
[na0200_ini_25]

{ lastnamespelling /final /say_as=alpha num }

initial

Always

na0200_ini_26

Did I get that right, please say YES or NO?

DTMF

Reco Var/Option

Confirm

yes

1

Never

no

2

Never

repeat, hear it again, spell the name again, spell it again

3

Never

TTS Prompt :
[na0200_ini_19]

Grammar
Sample Expressions

Actions
Option

Condition

Action

yes

--

Assign: name_disconfirm_counter =0 goto:
na0210_ExitSuccessPrompts_P
P

no

IF
Always
name_disconfirm_cou
nter=0

Assign: name_disconfirm_counter
=increment+1

^

^

Assign: name_status =failure
IF
name_collect_task=calle
r OR alternative
AND
tnrs_checked=false

^

^

^

^

^

Assign: name_collect_counter
ELSE IF
name_collect_task=calle =increment+1
r
AND

Nuance Communications

Prompt: [na0200_out_05]
My mistake.

Social Security Administration
CONFIDENTIAL

Transition

--

--

Return to calling dialog:
KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_S
D]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_S
D]
KnowledgeBasedAuthentication
[ka0460_GetAlternativeNameRet
ry_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]
--

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tnrs_checked=true
AND
name_collect_counter=1
Prompt: [na0200_out_02]
My mistake. Let's try again...

goto:
na0120_SayAndSpellFirst_DM

^

^

^

^

^

Assign: name_collect_counter
ELSE IF
name_collect_task=|=ca =increment+1
ller
AND
name_collect_counter=1

^

^

^

^

^

Assign: name_collect_counter
ELSE IF
name_collect_task=calle =increment+1
r
AND
tnrs_checked=true
AND
name_collect_counter=2

^

^

^

Assign: collectname_spellingonly
=true

--

^

^

^

Prompt: [na0200_out_02]
My mistake. Let's try again...

goto: na0140_SpellFirst_DM

^

^

Assign: name_collect_counter
ELSE IF
name_collect_task=|=ca =increment+1
ller
AND
name_collect_counter=2

^

^

^

Assign: collectname_spellingonly
=true

--

^

^

^

Prompt: [na0200_out_02]
My mistake. Let's try again...

goto: na0150_SpellLast_DM

^

^

-ELSE
(name_collect_counter=
3)

^

ELSE IF
Always
name_disconfirm_cou
nter=1

Assign: name_disconfirm_counter
=increment+1

--

^

^

^

Assign: collectname_spellingonly
=true

--

^

^

Assign: collectname_spellingonly
IF
name_collect_task=calle =true
r
AND
name_collect_counter=2

--

^

^

^

^

^

Assign: collectname_spellingonly
ELSE IF
name_collect_task=|=ca =true
ller
AND
name_collect_counter=2

^

^

^

Prompt: [na0200_out_03]
Sorry. Let's try again...

goto: na0150_SpellLast_DM

^

^

ELSE

--

goto:

Nuance Communications

Prompt: [na0200_out_02]
My mistake. Let's try again...

Prompt: [na0200_out_03]
Sorry. Let's try again...

Social Security Administration
CONFIDENTIAL

--

goto:
na0130_SayAndSpellLast_DM
--

--

goto:
na0220_ConfirmationApology_P
P

goto: na0140_SpellFirst_DM
--

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(name_collect_counter=
3)

na0220_ConfirmationApology_P
P

^

ELSE
Always
(name_disconfirm_co
unter>1)

--

goto:
na0220_ConfirmationApology_P
P

repeat

--

Prompt: [na0200_out_01]
Sure

Re-Recognition: Reprompt

Type

Condition

Action

Transition

nomatch 1

If
collectname_spelling_on Prompt: [na0200_nm1_01]
name_collect_task=ca ly == 'false'
Sorry. I heard the first name...
ller

nomatch 1

^

^

TTS Prompt: [na0200_nm1_02]
{ firstname /medial /say-as=other }

--

nomatch 1

^

^

Prompt: [na0200_nm1_03]
... spelled...

--

nomatch 1

^

^

TTS Prompt: [na0200_nm1_04]
{ firstnamespelling /final
/say_as=alpha num }

--

nomatch 1

^

^

Prompt: [na0200_nm1_05]
... and the last name...

--

nomatch 1

^

^

TTS Prompt: [na0200_nm1_06]
{ lastname /medial /say-as=other }

--

nomatch 1

^

^

Prompt: [na0200_nm1_03]
... spelled...

--

nomatch 1

^

^

TTS Prompt: [na0200_nm1_08]
{ lastnamespelling /final
/say_as=alpha num }

--

nomatch 1

^

-collectname_spelling_on Prompt: [na0200_nm1_07]
ly == 'true'
Sorry. I heard the first name spelled...

nomatch 1

^

^

TTS Prompt: [na0200_nm1_10]
{ firstnamespelling /final
/say_as=alpha num }

--

nomatch 1

^

^

Prompt: [na0200_nm1_05]
... and the last name...

--

nomatch 1

^

^

TTS Prompt: [na0200_nm1_12]
{ lastnamespelling /final
/say_as=alpha num }

--

nomatch 1

^

Always

Prompt: [na0200_nm1_09]
Did I get that right?

Re-Recognition:

nomatch 1

Else
collectname_spelling_on Prompt: [na0200_nm1_11]
(name_collect_task= ly == 'false'
Sorry. The name I heard was...
maiden or alternative)

nomatch 1

^

^

TTS Prompt: [na0200_nm1_15]
{ lastname /medial /say-as=other }

--

nomatch 1

^

^

Prompt: [na0200_nm1_03]
... spelled...

--

nomatch 1

^

^

TTS Prompt: [na0200_nm1_17]
{ lastnamespelling /final
/say_as=alpha num }

--

nomatch 1

^

collectname_spelling_on Prompt: [na0200_nm1_13]
ly == 'true'
Sorry. The name I heard was

Recovery Behavior

Nuance Communications

Social Security Administration
CONFIDENTIAL

--

--

--

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spelled...

nomatch 1

^

^

TTS Prompt: [na0200_nm1_19]
{ lastnamespelling /final
/say_as=alpha num }

--

nomatch 1

^

Always

Prompt: [na0200_nm1_09]
Did I get that right?

Re-Recognition:

nomatch 2

If name_collect_task=caller OR alternative

Prompt: [na0200_nm2_01]
Sorry. If I got your name right, press
1. If I got it WRONG, press 2. Or, to
hear the name I got AGAIN, press 3.

Re-Recognition:

nomatch 2

Else (name_collect_task=maiden)

Prompt: [na0200_nm2_02]
Sorry. If I got your mother's maiden
name right, press 1. If I got it
WRONG, press 2. Or, to hear the
name I got AGAIN, press 3.

Re-Recognition:

nomatch 3

Always

Assign: transfer_reason =error

--

nomatch 3

^

Assign: name_status =failure

--

nomatch 3

^

Prompt: [na0200_nm3_01]
Return to calling dialog:
Sorry, we seem to be having trouble. KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_S
D]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_S
D]
KnowledgeBasedAuthentication
[ka0460_GetAlternativeNameRet
ry_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

noinput 1

If
collectname_spelling_on Prompt: [na0200_ni1_01]
name_collect_task=ca ly == 'false'
Sorry. I heard the first name...
ller

noinput 1

^

^

TTS Prompt: [na0200_ni1_02]
{ firstname /medial /say-as=other }

--

noinput 1

^

^

Prompt: [na0200_ni1_03]
... spelled...

--

noinput 1

^

^

TTS Prompt: [na0200_ni1_04]
{ firstnamespelling /final
/say_as=alpha num }

--

noinput 1

^

^

Prompt: [na0200_ni1_05]
... and the last name...

--

noinput 1

^

^

TTS Prompt: [na0200_ni1_06]
{ lastname /medial /say-as=other }

--

noinput 1

^

^

Prompt: [na0200_ni1_03]
... spelled...

--

noinput 1

^

^

TTS Prompt: [na0200_ni1_08]
{ lastnamespelling /final
/say_as=alpha num }

--

noinput 1

^

-collectname_spelling_on Prompt: [na0200_ni1_07]
ly == 'true'
Sorry. I heard the first name spelled...

noinput 1

^

^

Nuance Communications

TTS Prompt: [na0200_ni1_10]
{ firstnamespelling /final
/say_as=alpha num }

Social Security Administration
CONFIDENTIAL

--

--

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noinput 1

^

^

Prompt: [na0200_ni1_05]
... and the last name...

--

noinput 1

^

^

TTS Prompt: [na0200_ni1_12]
{ lastnamespelling /final
/say_as=alpha num }

--

noinput 1

^

Always

Prompt: [na0200_ni1_09]
Did I get that right?

Re-Recognition:

noinput 1

collectname_spelling_on Prompt: [na0200_ni1_11]
Else
(name_collect_task= ly == 'false'
Sorry. The name I heard was...
maiden or alternative)

noinput 1

^

^

TTS Prompt: [na0200_ni1_15]
{ lastname /medial /say-as=other }

--

noinput 1

^

^

Prompt: [na0200_ni1_03]
... spelled...

--

noinput 1

^

^

TTS Prompt: [na0200_ni1_17]
{ lastnamespelling /final
/say_as=alpha num }

--

noinput 1

^

collectname_spelling_on Prompt: [na0200_ni1_13]
ly == 'true'
Sorry. The name I heard was
spelled...

noinput 1

^

^

TTS Prompt: [na0200_ni1_19]
{ lastnamespelling /final
/say_as=alpha num }

--

noinput 1

^

Always

Prompt: [na0200_ni1_09]
Did I get that right?

Re-Recognition:

noinput 2

If name_collect_task=caller OR alternative

Prompt: [na0200_ni2_01]
Sorry. If I got your name right, press
1. If I got it WRONG, press 2. Or, to
hear the name I got AGAIN, press 3.

Re-Recognition:

noinput 2

Else (name_collect_task=maiden)

Prompt: [na0200_ni2_02]
Sorry. If I got your mother's maiden
name right, press 1. If I got it
WRONG, press 2. Or, to hear the
name I got AGAIN, press 3.

Re-Recognition:

noinput 3

Always

Assign: transfer_reason =error

--

noinput 3

^

Assign: name_status =failure

--

noinput 3

^

Prompt: [na0200_ni3_01]
Return to calling dialog:
Sorry, we seem to be having trouble. KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_S
D]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_S
D]
KnowledgeBasedAuthentication
[ka0460_GetAlternativeNameRet
ry_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

--

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

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Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
Barge-in turned off!!!

na0210_ExitSuccessPrompts_PP
Simple Play Prompt
Informs the caller that the name was successfully collected.
Entering From
na0130_SayAndSpellLast_DM, na0150_SpellLast_DM, na0200_ConfirmName_DM

Actions [Barge-in is OFF]
Condition

Action

Transition

Always

Assign: name_status =success

--

^

Prompt: [na0210_out_01]
Great. Thanks.

Return to calling dialog:
KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_SD]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_SD]
KnowledgeBasedAuthentication
[ka0460_GetAlternativeNameRetry_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

Developer Notes
--

na0220_ConfirmationApology_PP
Simple Play Prompt
Plays an apology message to the caller.
Entering From
na0200_ConfirmName_DM

Actions [Barge-in is OFF]
Condition

Action

Transition

IF name_collect_task=alternative

Assign: name_status =failure

--

^

Assign: transfer_reason =error

--

^

Prompt: [na0220_out_01]
Sorry about that.

Return to calling dialog:
KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_SD]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_SD]
KnowledgeBasedAuthentication

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[ka0460_GetAlternativeNameRetry_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

ELSEIF name_collect_task=maiden

Assign: name_status =failure

--

^

Assign: transfer_reason =error

--

^

Prompt: [na0220_out_01]
Sorry about that.

Return to calling dialog:
KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_SD]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_SD]
KnowledgeBasedAuthentication
[ka0460_GetAlternativeNameRetry_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

ELSE

Assign: name_status =failure

--

^

Assign: transfer_reason =error

--

^

Prompt: [na0220_out_01]
Sorry about that.

Return to calling dialog:
KnowledgeBasedAuthentication
[ka0340_GetCallerName_SD]
KnowledgeBasedAuthentication
[ka0370_GetCallerNameRetry_SD]
KnowledgeBasedAuthentication
[ka0430_GetAlternativeName_SD]
KnowledgeBasedAuthentication
[ka0460_GetAlternativeNameRetry_SD]
KnowledgeBasedAuthentication
[ka0620_GetMaidenName_SD]

Developer Notes
--

Nuance Communications

Social Security Administration
CONFIDENTIAL

Page 380 of 446

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2.11 ReplacementBenefitStatement Dialog
This application allows callers to request a replacement 1099 from the previous year.

rb0100_MySSAWebsite_PP
Simple Play Prompt
Created new play prompt to encourage callers to use the MySSA website to request their 1099/1042 statements.
Entering From
mm0530_BenefitsStatement_SD

Actions [Barge-in is OFF]
Condition

Action

Transition

Always

Prompt: [rb0100_out_01]
goto: rb0110_CurrentYearQuestion_DM
Did you know you can view, print, save or
request a copy of your SSA-1099 or SSA1042S by going 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!

rb0110_CurrentYearQuestion_DM
CustomContext Recognition
Determines what year the caller wants the replacement 1099 for.
Entering From
rb0100_MySSAWebsite_PP

Initial Prompts
Type

Condition

Name

Wording

initial

Always

rb0110_ini_01

Are you calling to get a replacement '1099' for the...

initial

If current date is Dec 15-31

rb0110_ini_02

initial

Else current date is NOT Dec 15-31

rb0110_ini_03

initial

Always

rb0110_ini_04

...tax year?

Sample Expressions

DTMF

Reco Var/Option

Confirm

yes, yeah

1

Never

no

2

Never

Grammar

Actions
Option

Condition

Action

Transition

yes

If is between Dec 15 and Jan
31

--

goto:
rb0130_1099JanuaryEnd_DM

^

Else

Prompt: [rb0110_out_01]
All right.

goto: rb0200_PingHost_DB

no

Always

Assign:
-benefits_statement_transaction_statu

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s =previous_year

^

Prompt: [rb0110_out_02]
To get a '1099' for a previous year
you'll need to speak with an agent.

Return to calling dialog:
main
[mm0530_BenefitsStatement_S
D]

Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [rb0110_nm1_01]
Let's try again... ARE you calling to
get a replacement 1099 for the...

--

nomatch 1

If current date is Dec 15-31

Prompt: [rb0110_nm1_02]

--

nomatch 1

Else if current date is NOT Dec 15 - 31

Prompt: [rb0110_nm1_03]

--

nomatch 1

Always

Prompt: [rb0110_nm1_04]
...tax year?

Re-Recognition:

nomatch 2

^

Always

Prompt: [rb0110_nm2_01]
Sorry. If you'd like a replacement
1099 for the...

--

nomatch 2

^

If current date is Dec 15- Prompt: [rb0110_nm2_02]
31

--

nomatch 2

^

Else if current date is
NOT Dec 15 - 31

Prompt: [rb0110_nm2_03]

--

nomatch 2

^

Always

Prompt: [rb0110_nm2_04]
...tax year, press 1. For any OTHER
year, press 2.

Re-Recognition:

nomatch 3

Always

Assign: transfer_reason =error

--

nomatch 3

Always

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

noinput 1

Always

Prompt: [rb0110_ni1_01]
If you're calling to get a replacement
1099 for the...

--

noinput 1

If current date is Dec 15-31

Prompt: [rb0110_ni1_02]

--

noinput 1

Else if current date is NOT Dec 15 - 31

Prompt: [rb0110_ni1_03]

--

noinput 1

Always

Prompt: [rb0110_ni1_04]
...tax year, say 'Yes' or press 1. If
not, say 'No' or press 2.

Re-Recognition:

noinput 2

Always

Prompt: [rb0110_ni2_01]
Sorry. If you'd like a replacement
1099 for the...

--

noinput 2

If current date is Dec 15-31

Prompt: [rb0110_ni2_02]

--

noinput 2

Else if current date is NOT Dec 15 - 31

Prompt: [rb0110_ni2_03]

--

noinput 2

Always

Prompt: [rb0110_ni2_04]
...tax year, press 1. For any OTHER
year, press 2.

Re-Recognition:

noinput 3

Always

Assign: transfer_reason =error

--

noinput 3

Always

Prompt: [gl_ni3_01]

--

^

Recovery Behavior

Nuance Communications

Social Security Administration
CONFIDENTIAL

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Sorry, we seem to be having trouble.

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

rb0130_1099JanuaryEnd_DM
CustomContext Recognition
Advises the caller to continue to wait until the end of January for their 1099.
Entering From
rb0110_CurrentYearQuestion_DM, rb0200_PingHost_DB, rb0400_SendStatement_DB

Initial Prompts
Type

Condition

Name

Wording

initial

Always

rb0130_ini_01

Social Security beneficiaries will receive their '1099'
statement in the mail by the end of January showing
benefits, they received in

initial

If current date is Dec 15-31

rb0130_ini_02

initial

Else

rb0130_ini_03

initial

^

rb0130_ini_04

<500ms slience>

initial

^

rb0130_ini_05

Would you like to hear that again?

Sample Expressions

DTMF

Reco Var/Option

no

2

yes

1

Grammar
Confirm

Actions
Option

Condition

Action

Transition

no

Always

Assign:
-benefits_statement_transaction_statu
s =success

^

^

Prompt: [rb0130_out_01]
Okay.

Return to calling dialog:
main
[mm0530_BenefitsStatement_S
D]

yes

Always

Prompt: [rb0130_out_02]
Sure.

Re-Recognition: Reprompt

Condition

Action

Transition

Recovery Behavior
Type

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nomatch 1

Always

Prompt: [rb0130_nm1_01]
Let's try again... Would you like to
hear that again?

Re-Recognition:

nomatch 2

^

Prompt: [rb0130_nm2_01]
Sorry. To hear about when you can
expect your 1099 again, press
1.Otherwise, press 2.

Re-Recognition:

nomatch 3

Always

Assign: transfer_reason =error

--

nomatch 3

Always

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

noinput 1

^

Prompt: [rb0130_ni1_01]
If you'd like to hear when you expect
to receive your 1099 again, say 'yes'
or press 1. If not, say 'no' or press 2.

Re-Recognition:

noinput 2

^

Prompt: [rb0130_ni2_01]
Sorry. To hear about when you can
expect your 1099 again, press
1.Otherwise, press 2.

Re-Recognition:

noinput 3

Always

Assign: transfer_reason =error

--

noinput 3

Always

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

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

rb0200_PingHost_DB
Database Call
Pings the host database to ensure the host is available.
Entering From
rb0110_CurrentYearQuestion_DM

Input parameters
Parameter

Value

processID

Which process to pass the request to. Values are: PING, AUTH, INFO,
AUTHINFO, MI, ENDSESSION, NONE.

requestID

Unique 10 digit ID for the request. 10 zeros, if not used.

timestamp

Transaction timestamp.

version

Version of the xml schema used.

Output parameters
Variable

Description

rb_statusCode

Possible values that can be returned are: 0000=Success, 0151=System

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Failure, 0152=Off hour request, 1111=Application is in off season (Dec.
15-Jan. 31) and 7777=Validation failure.

rb_statusDescription

Status code text description

Actions
Condition

Action

Transition

If rb_statusCode=0000 (success)

--

goto: rb0300_KBAuthentication_SD

If rb_statusCode=1111 (off season)

--

goto: rb0130_1099JanuaryEnd_DM

Else (failure)

Always

Assign:
benefits_statement_transaction_status
=failure

--

^

If rb_statusCode=0152 (off
hours request)

Prompt: [rb0200_out_01]
Return to calling dialog:
Sorry, our system is undergoing routine
main [mm0530_BenefitsStatement_SD]
maintenance and I'm unable to access
your records at this time. Please try back
in the morning. If you'd like to speak with
someone...

^

Else

Prompt: [rb0200_out_02]
Return to calling dialog:
Sorry, I'm having trouble getting access to main [mm0530_BenefitsStatement_SD]
our records...

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

rb0300_KBAuthentication_SD
Subdialog Call
Sub dialogue call to Knowledge Based Authentication to collect the caller's SSN, first name, last name, other name, and DOB.
Entering From
rb0200_PingHost_DB
Dialog called
Proceed to initial node in:

KnowledgeBasedAuthentication

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

Transition

If kba_transaction_status=success

--

goto: rb0310_FormForSelf_DM

Elseif kba_transaction_status=account_blocked

Assign:
benefits_statement_transaction_status
=failure

Return to calling dialog:
main [mm0530_BenefitsStatement_SD]

Elseif kba_transaction_status=attestation_declined

Assign:
benefits_statement_transaction_status
=failure

Return to calling dialog:
main [mm0530_BenefitsStatement_SD]

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Else (kba_transaction_status=failure)

03/23/2020
Assign:
benefits_statement_transaction_status
=failure

Return to calling dialog:
main [mm0530_BenefitsStatement_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

rb0310_FormForSelf_DM
CustomContext Recognition
Asks the caller if they are calling for their own replacement 1099.
Entering From
rb0300_KBAuthentication_SD

Initial Prompts
Type

Condition

Name

Wording

initial

Always

rb0310_ini_01

Do you need a replacement 1099 for YOURSELF?

reprompt

Always

rb0310_ree_01

Are you calling to get a replacement 1099 for
yourself?

Sample Expressions

DTMF

Reco Var/Option

Confirm

no, ?for [someone somebody] else

2

Never

yes, yeah, (for myself)

1

Never

Grammar

Actions
Option

Condition

Action

Transition

no

Always

--

goto: rb0320_PersonLiving_DM

yes

Always

Prompt: [rb0310_out_01]
Just a moment while I process your
request...

goto:
rb0400_SendStatement_DB

Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [rb0310_nm1_01]
Let's try again... Is the replacement
1099 for YOURSELF?

Re-Recognition:

nomatch 2

^

Prompt: [rb0310_nm2_01]
Sorry. If the replacement 1099 is for
YOU, press 1. If it's for someone
else, press 2.

Re-Recognition:

nomatch 3

Always

Assign: transfer_reason =error

--

nomatch 3

Always

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

noinput 1

^

Prompt: [rb0310_ni1_01]
If you need a replacement 1099 for
yourself say 'Yes' or press 1.
Otherwise, say 'No' or press 2.

Re-Recognition:

noinput 2

^

Prompt: [rb0310_ni2_01]
Sorry. If the replacement 1099 is for
YOU, press 1. If it's for someone

Re-Recognition:

Recovery Behavior

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else, press 2.

noinput 3

Always

Assign: transfer_reason =error

--

noinput 3

Always

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

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

rb0320_PersonLiving_DM
CustomContext Recognition
Asks the caller if the replacement 1099 is for a person that is alive, after the caller said that the replacement 1099 was for someone else.
Entering From
rb0310_FormForSelf_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

rb0320_ini_01

Is the person it's for LIVING?

reprompt

(after repeat or disconfirmation)

rb0320_ree_01

Is the replacement 1099 for a person who's LIVING?

Sample Expressions

DTMF

Reco Var/Option

Confirm

no, (?they're [dead deceased (not [alive living])

2

Never

yes, yeah, (?they're [living alive])

1

Never

repeat, repeat that

9

Never

Grammar

Actions
Option

Condition

Action

Transition

no

Always

Assign:
replacement_statement_deceased
=true

--

^

^

Prompt: [rb0320_out_01]
Okay.

goto:
rb0330_DeceasedSocial_DM

yes

Always

Assign:
-benefits_statement_transaction_statu
s =replacement

^

^

Prompt: [rb0320_out_02]
Return to calling dialog:
To request a statement for someone main
else you'll need to speak to an agent. [mm0530_BenefitsStatement_S
D]

repeat

Always

Prompt: [rb0320_out_03]
Sure.

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Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [rb0320_nm1_01]
Let's try again...Is the person who
needs the 1099 ALIVE?

Re-Recognition:

nomatch 2

^

Prompt: [rb0320_nm2_01]
Re-Recognition:
Sorry. If the replacement 1099 is for a
person that's LIVING, press 1. If the
person's DECEASED, press 2.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

^

Prompt: [rb0320_ni1_01]
Re-Recognition:
If the replacement 1099 is for
someone that is alive, say 'Yes' or
press 1. Otherwise, say 'No' or press
2.

noinput 2

^

Prompt: [rb0320_ni2_01]
Re-Recognition:
Sorry. If the replacement 1099 is for a
person that's LIVING, press 1. If the
person's DECEASED, press 2.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

--

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

rb0330_DeceasedSocial_DM
CustomContext Recognition
Asks for the deceased person's Social Security number after the caller indicated they are requesting the replacement 1099 for someone that is
not alive.
Entering From
rb0320_PersonLiving_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

rb0330_ini_01

Please tell me the deceased person's Social
Security number, or enter it on your keypad.

Grammar
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Sample Expressions

DTMF

Reco Var/Option

Confirm

i don't know it

1

Always

--

> Always

Actions
Option

Condition

Action

Always

Prompt: [rb0330_out_01]
goto:
Great. Just a moment while I process rb0400_SendStatement_DB
your request...

Transition

dont_know

Always

Assign:
-benefits_statement_transaction_statu
s =replacement

^

^

Prompt: [rb0330_out_02]
If you don't know the Social Security
number, you'll need to speak with an
agent.

Return to calling dialog:
main
[mm0530_BenefitsStatement_S
D]

Confirmation Prompts
Option

Condition

Name

Always

rb0330_cnf_ini_01 Just to confirm, that Social Security number is...

Wording

^

Always

rb0330_cnf_ini_02

^

Always

rb0330_cnf_ini_03 Right?

dont_know

Always

rb0330_cnf_ini_04 Sounds like you don't know their Social Security
number. Is that right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt: [rb0330_nm1_01]
Re-Recognition:
Let's try again... Please say or enter
the nine-digit Social Security number,
one digit at a time, or say 'I Don't
Know' or press 1.

nomatch 2

^

Prompt: [rb0330_nm2_01]
Sorry. Enter the deceased person's
nine digit Social Security number on
your keypad or, if you don't know it,
press 1.

Re-Recognition:

nomatch 3

Always

Assign: transfer_reason =error

--

nomatch 3

Always

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

noinput 1

^

Prompt: [rb0330_ni1_01]
Re-Recognition:
If you don't KNOW the person's Social
Security number, say 'I Don't Know' or
press 1. Otherwise, say or enter the
nine-digit Social Security number, one
digit at a time.

noinput 2

^

Prompt: [rb0330_ni2_01]
Sorry. Enter the deceased person's
nine digit Social Security number on
your keypad or, if you don't know it,
press 1.

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Transition

Re-Recognition:

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noinput 3

Always

Assign: transfer_reason =error

--

noinput 3

Always

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

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

rb0400_SendStatement_DB
Database Call
Database hit to process the replacement 1099 request.
Entering From
rb0310_FormForSelf_DM, rb0330_DeceasedSocial_DM

Input parameters
Parameter

Value

processID

Which process to pass the request to. Values are: PING, AUTH, INFO,
AUTHINFO, MI, ENDSESSION, NONE.

requestID

Unique 10 digit ID for the request. 10 zeros, if not used.

timestamp

Transaction timestamp.

version

Version of the xml schema used.

actionType

--

ui

Type of user, T for Telephone

deceasedSSN

The deceased individual's SSN. Sent only if the caller is requesting a
replacement form on the behalf of a deceased person, 9 digits.

ani

Caller's 10 digit ANI. All zeros if unavailable.

Output parameters
Variable

Description

rb_statusCode

Possible values that can be returned are: 0000=Success, 0108= Cannot
match the information provided (unable to authenticate), 0151=System
Failure, 0152=Off hour request, 0226=Survivor is not a spouse, parent
or child on MBR, 0508=Block Access, 1111=Application is in off season
(Dec. 15-Jan. 31), 7777=Validation failure, 8888=Not
authenticated/authorized, and 9999=Data is Invalid.

rb_statusDescription

Status code text description

Actions
Condition

Action

Transition

Always (rb_statusCode=0000)

Prompt: [rb0400_out_01]
All set!

goto: rb0410_SuccessMsg_PP

If rb_statusCode=0226

Prompt: [rb0400_out_02]

goto: rb0420_NoRelationshipEnd_DM

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Sorry...

If rb_statusCode=1111

--

goto: rb0130_1099JanuaryEnd_DM

If rb_statusCode=0152 (off hours request)

Assign:
benefits_statement_transaction_status
=failure

--

^

Prompt: [rb0400_out_03]
Return to calling dialog:
Sorry, our system is undergoing routine
main [mm0530_BenefitsStatement_SD]
maintenance and I'm unable to access
your records at this time. Please try back
in the morning. If you'd like to speak with
someone...

Else

Assign:
benefits_statement_transaction_status
=failure

--

^

Prompt: [rb0400_out_04]
I'm having trouble submitting your
request...

Return to calling dialog:
main [mm0530_BenefitsStatement_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

rb0410_SuccessMsg_PP
Simple Play Prompt
Informs the caller the replacement 1099 was processed successfully and when it should be expected.
Entering From
rb0400_SendStatement_DB, rb0440_BenefitsStatementEndMenu_DM

Actions [Barge-in is OFF]
Condition

Action

Transition

If replacement_statement_deceased=true

Prompt: [rb0410_out_01]
The deceased's replacement 1099 for

--

Else (replacement_statement_deceased=false)

Prompt: [rb0410_out_02]
Your replacement 1099 for

--

Always

Prompt: [rb0410_out_03]

--

If replacement_statement_deceased=true

Prompt: [rb0410_out_04]
-will be sent to YOUR address on record. If
you live in the United States or a U.S.
territory, you should receive it by

Else

Prompt: [rb0410_out_05]
will be sent to the address we have on
record for you. If you live in the United
States or a U.S. territory, you should
receive it by

--

Always

Prompt: [rb0410_out_06]

--

^

Prompt: [rb0410_out_07]
Otherwise, if you live outside the United
States, you should receive it by

--

^

Prompt: [rb0410_out_08]

--

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Prompt: [rb0410_out_09]
If you haven't received it by then, please
call us back.

^

goto:
rb0440_BenefitsStatementEndMenu_DM

Developer Notes
--

rb0420_NoRelationshipEnd_DM
CustomContext Recognition
Upon a relationship mismatch (of caller and deceased person) the caller will be told they need to contact a Social Security field office and be
given the option to locate an office in their area.
Entering From
rb0400_SendStatement_DB

Initial Prompts
Type

Condition

Name

Wording

initial

Always

rb0420_ini_01

You'll need to submit your request in writing to a
Social Security field office. Would you like to find an
office now?

Sample Expressions

DTMF

Reco Var/Option

Confirm

yes, yeah

1

Never

no, no thanks

2

Never

Grammar

Actions
Option

Condition

Action

Transition

yes

Always

Assign:
-benefits_statement_transaction_statu
s =field_office

^

^

Prompt: [rb0420_out_01]
Okay.

no

Always

Assign:
-benefits_statement_transaction_statu
s =success

^

^

Prompt: [rb0420_out_02]
Okay.

Return to calling dialog:
main
[mm0530_BenefitsStatement_S
D]

Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [rb0420_nm1_01]
Re-Recognition:
Let's try again... Do you want to find a
Social Security field office now?

nomatch 2

^

Prompt: [rb0420_nm2_01]
Re-Recognition:
Sorry. You'll need to submit your
request for a replacement 1099 in
writing to a Social Security field office.
To find the mailing address of an
office in your area, press 1. For help
with anything else, press 2.

Return to calling dialog:
main
[mm0530_BenefitsStatement_S
D]

Recovery Behavior

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nomatch 3

Always

Assign: transfer_reason =error

--

nomatch 3

Always

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

noinput 1

^

Prompt: [rb0420_ni1_01]
Re-Recognition:
Let's try again... Do you want to find a
Social Security field office now?

noinput 2

^

Prompt: [rb0420_ni2_01]
Re-Recognition:
Sorry. You'll need to submit your
request for a replacement 1099 in
writing to a Social Security field office.
To find the mailing address of an
office in your area, press 1. For help
with anything else, press 2.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

rb0440_BenefitsStatementEndMenu_DM
CustomContext Recognition
Caller is given the option to hear the success message again.
Entering From
rb0410_SuccessMsg_PP

Initial Prompts
Type

Condition

Name

Wording

initial

Always

rb0440_ini_01

Now, would you like to hear that again?

reprompt

(after repeat)

rb0440_ree_01

Would you like to hear that again?

Sample Expressions

DTMF

Reco Var/Option

Confirm

yes

1

Never

no

2

Never

repeat, repeat that

9

Never

Grammar

Actions
Option

Condition

Action

Transition

no

Always

Assign:

--

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benefits_statement_transaction_statu
s =success

^

^

Prompt: [rb0440_out_01]
All right.

Return to calling dialog:
main
[mm0530_BenefitsStatement_S
D]

yes

Always

Prompt: [rb0440_out_02]
Sure.

goto: rb0410_SuccessMsg_PP

repeat

Always

Prompt: [rb0440_out_03]
Sure.

Re-Recognition: Reprompt

Type

Condition

Action

Transition

nomatch 1

Always

Prompt: [rb0440_nm1_01]
Re-Recognition:
Let's try again... Would you like to
hear when you can expect to receive
the 1099 AGAIN?

nomatch 2

^

Prompt: [rb0440_nm2_01]
Re-Recognition:
Sorry. I've processed your request for
a replacement 1099. If you'd like to
hear the details about when to expect
it in the mail AGAIN, press 1.
Otherwise, press 2.

nomatch 3

Always

Assign:
-benefits_statement_transaction_statu
s =success

nomatch 3

^

Prompt: [rb0440_nm3_01]
Sorry. Let's keep going...

Return to calling dialog:
main
[mm0530_BenefitsStatement_S
D]

noinput 1

Always

Prompt: [rb0440_ni1_01]
If you'd like to hear when you can
expect to receive the replacement
1099 AGAIN, say 'yes' or press 1. If
not, say 'no' or press 2.

Re-Recognition:

noinput 2

^

Prompt: [rb0440_ni2_01]
Re-Recognition:
Sorry. I've processed your request for
a replacement 1099. If you'd like to
hear the details about when to expect
it in the mail AGAIN, press 1.
Otherwise, press 2.

noinput 3

Always

Assign:
-benefits_statement_transaction_statu
s =success

noinput 3

^

Prompt: [rb0440_ni3_01]
Let's keep going...

Recovery Behavior

Return to calling dialog:
main
[mm0530_BenefitsStatement_S
D]

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

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Config Parameters
Parameter

Value

__Maxnoinputs

0

Developer Notes
--

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2.12 Transcription Dialog
This application allows callers to order Social Security forms (SS-5, SSA-1020, and SSA-7004) and pamphlets.

tr0105_PlayTransIntro_PP
Simple Play Prompt
Plays an introduction and prepares the caller for the information that will need to be collected in subsequent states (message is specific to caller's
task, specified before entering this module).
NOTE: Barge-In is DISABLED in this state.
Entering From
mm0550_Transcription_SD

Actions [Barge-in is OFF]
Condition

Action

Transition

If current_task=transcription_pamphlet

Prompt: [tr0105_out_01]
goto: tr0310_UnderstandingSS_DM
There are several pamphlet topics to
choose from. I'll take you through the list
and you can select the ones you want. To
skip ahead to the next topic, just say 'Skip
Topic'. To hear it again, say 'Repeat That.'
And, at any time, you can say 'I'm Done'
and I'll take you back to the Main Menu.

Elseif current_task=transcription_ss5

Prompt: [tr0105_out_02]
goto: tr0110_ReverseANILookup_DB
To begin, we'll need to get the address that
the form will be mailed to.

Elseif current_task=transcription_7004

Prompt: [tr0105_out_03]
goto: tr0110_ReverseANILookup_DB
To request a Social Security Statement, or
to calculate your benefits using a different
estimate of future earnings, you'll need to
fill out form 'S S A 7004.' We can send
you the form in the mail. To do that, I need
to get some information from you first.

Else (current_task=transcription_1020)

Prompt: [tr0105_out_04]
goto: tr0110_ReverseANILookup_DB
To do that, I need to get some information
from you first.

Developer Notes
--

tr0110_ReverseANILookup_DB
Database Call
Database hit to determine if address can be found using the ANI.
Entering From
tr0105_PlayTransIntro_PP, tr0550_ConcludeChoices_PP

Input parameters
Parameter

Value

ani

--

Output parameters
Variable
Nuance Communications

Description
Social Security Administration
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tr_firstName

--

tr_lastName

--

tr_streetAddress

--

tr_city

--

tr_state

--

tr_zipCode

--

Actions
Condition

Action

Transition

If address_returned=true

--

goto: tr0120_ConfirmAddress_DM

Else if address_returned=false

--

goto: tr0130_SetAddressParameters_DS

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

tr0120_ConfirmAddress_DM
CustomContext Recognition
If address was found in the previous state, the caller is provided the address associated with the ANI and asked if this is where they would like
their form/pamphlet to go.
Entering From
tr0110_ReverseANILookup_DB

Initial Prompts
Type

Condition

Name

Wording

initial

Always

tr0120_ini_01

It looks like the address for this telephone number
is...

initial

^

TTS Prompt :
[tr0120_ini_02]

[street address only]

initial

^

tr0120_ini_03

<1000ms slience>

initial

If
If pamphlet_get_number=1
current_task=transcription
_pamphlet

tr0120_ini_04

Is that where you'd like me to send your pamphlet?

initial

^

tr0120_ini_05

Is that where you'd like me to send your pamphlets?

initial

Else

tr0120_ini_06

Is that where you'd like me to send your form?

Sample Expressions

DTMF

Reco Var/Option

Confirm

yes

1

Never

no, (somewhere else), (different address)

2

Never

Else

Grammar

Actions
Option

Condition

Action

Transition

no

Always

Prompt: [tr0120_out_01]
Okay.

goto:
tr0130_SetAddressParameters_
DS

yes

Always

Assign: transcription_address
=[address]

--

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^

If current_task=transcription_pamphlet

Prompt: [tr0120_out_02]
Okay. Just a moment while I submit
this request....

goto:
tr0210_SubmitRequest_DB

^

Else

--

goto:
tr0200_AskHowManyForms_DM

Type

Condition

Action

Transition

nomatch 1

Prompt: [tr0120_nm1_01]
If
If
current_task=transcrip pamphlet_get_number= Let's try again... IS where you'd like
tion_pamphlet
1
me to send the pamphlet?

Re-Recognition:

nomatch 1

^

Else

Prompt: [tr0120_nm1_02]
Let's try again... IS where you'd like
me to send the pamphlets?

Re-Recognition:

nomatch 1

Else

Always

Prompt: [tr0120_nm1_03]
Let's try again... IS where you'd like
me to send the form?

Re-Recognition:

nomatch 2

Always

Prompt: [tr0120_nm2_01]
Re-Recognition:
Sorry. The address for this telephone
number is...

nomatch 2

^

Prompt: [tr0120_nm2_02]

nomatch 2

^

Prompt: [tr0120_nm2_03]
Re-Recognition:
If that's where you'd like me to send
your order, press 1. Otherwise, press
2.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

If
If
Prompt: [tr0120_ni1_01]
Re-Recognition:
current_task=transcrip pamphlet_get_number= If that's the address where you'd like
1
tion_pamphlet
me to send the pamphlet, say 'Yes' or
press 1. If not, say 'No' or press 2.

noinput 1

^

Else

Prompt: [tr0120_ni1_02]
Re-Recognition:
If that's the address where you'd like
me to send the pamphlets, say 'Yes'
or press 1. If not, say 'No' or press 2.

noinput 1

Else

Always

Prompt: [tr0120_ni1_03]
If that's the address where you'd like
me to send the form, say 'Yes' or
press 1. If not, say 'No' or press 2.

noinput 2

Always

Prompt: [tr0120_ni2_01]
Re-Recognition:
Sorry. The address for this telephone
number is...

noinput 2

^

Prompt: [tr0120_ni2_02]

noinput 2

^

Prompt: [tr0120_ni2_03]
Re-Recognition:
If that's where you'd like me to send
your order, press 1. Otherwise, press
2.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

Recovery Behavior

Re-Recognition:

--

Re-Recognition:

Re-Recognition:

--

Commands: State-Specific Behavior
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See 1.2 Global Commands

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
NOTE: when confirming the address, we read back the street address only - e.g. 123 main street - excluding city, state, and zip code
NOTE: per usability recommendation ID#14, TTS address read-back should be slowed down slightly for clarity

tr0130_SetAddressParameters_DS
Decision
Sets parameter values that are needed by the AddressOSDM dialog.
Entering From
tr0110_ReverseANILookup_DB, tr0120_ConfirmAddress_DM

Actions
Condition

Action

Transition

Always

Comment: set parameters before entering -AddressOSDM

^

Assign: collectaddress_entryprompt
='empty'

--

^

Assign: collectaddress_collectedzipcode
='FALSE'

--

^

Assign:
collectaddress_overallconfirmation
='ALWAYS'

--

^

Assign:
collectaddress_collectfortranscription
='FALSE'

--

^

Assign:
collectaddress_ziplookuperrorprompt
=default_address_ziplookuperrorprompt

--

^

Assign:
-collectaddress_citystatelookuperrorprompt
=default_address_citystatelookuperrorpro
mpt

^

Assign:
collectaddress_exitsuccessprompt
=default_address_exitsuccessprompt

--

^

--

goto: tr0140_AddressOSDM_SD

Developer Notes
--

tr0140_AddressOSDM_SD
Subdialog Call

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CONFIDENTIAL

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Sub dialogue call to the AddressOSDM to collect the caller's address.
Entering From
tr0130_SetAddressParameters_DS
Dialog called
Proceed to initial node in:

AddressOSDM

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Subdialog Variable

--

--

Actions
Condition

Action

Transition

Assign: transcription_address =[address] --

Success

Always

^

If
-current_task=transcription_pa
mphlet

^

Else

goto: tr0210_SubmitRequest_DB

--

goto: tr0200_AskHowManyForms_DM

Failure

Assign: transcription_transaction_status
=failure

--

^

Prompt: [tr0140_out_01]
I won't be able to go on without your
address.

Return to calling dialog:
main [mm0550_Transcription_SD]

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
--

tr0200_AskHowManyForms_DM
CustomContext Recognition
Asks the caller how many forms they would like sent to them. They can not order more than 10 forms.
Entering From
tr0120_ConfirmAddress_DM, tr0140_AddressOSDM_SD

Initial Prompts
Type

Condition

Name

Wording

initial

Always

tr0200_ini_01

And how many copies of the form would you like?

reprompt

(after repeat or disconfirmation)

tr0200_ree_01

HOW many forms would you like?

Sample Expressions

DTMF

Reco Var/Option

Confirm

?(i want) nine ?copies ?please

9

If Necessary

?(i want) eight ?copies ?please

8

If Necessary

?(i want) seven ?copies ?please

7

If Necessary

Grammar

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?(i want) six ?copies ?please

6

If Necessary

?(i want) five ?copies ?please

5

If Necessary

?(i want) four ?copies ?please

4

If Necessary

?(i want) three ?copies ?please

3

If Necessary

?(i want) two ?copies ?please

2

If Necessary

?(i want) ?just one ?copy ?please

1

If Necessary

?(i want) [eleven twelve thirteen fourteen fifteen] ?copies ?please

11, 12, 13, 14, 15

?(i want) ten ?copies ?please

10

If Necessary

repeat, repeat that

--

Never

Never

Actions
Option

Condition

Action

Transition

over_10 (11, 12, 13,
14, or 15)

Always

Assign: transcription_form_quantity
=10

--

^

^

Prompt: [tr0200_out_01]
goto:
The most I can send is ten copies, but tr0210_SubmitRequest_DB
I'll go ahead and send the maximum.
Just a moment while I submit this
request...

Else (
under_10)

Always

Assign: transcription_form_quantity
=

--

^

^

Prompt: [tr0200_out_02]
Okay, just a moment while I submit
that request...

goto:
tr0210_SubmitRequest_DB

repeat

Always

Prompt: [tr0200_out_03]
Sure.

Re-Recognition: Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

Always

tr0200_cnf_ini_01 You'd like us to send...

^

^

tr0200_cnf_ini_02 [number_forms]

^

If >1

tr0200_cnf_ini_03 ... copies. Right?

^

Else (= 1)

tr0200_cnf_ini_04 ... copy. Right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

nomatch 1

Always

Prompt: [tr0200_nm1_01]
Re-Recognition:
Let's try again... The most I can send
it ten copies. Please say or enter the
number of copies you'd like me to
send you.

nomatch 2

^

Prompt: [tr0200_nm2_01]
Re-Recognition:
Sorry. I can send you up to 10 copies
of the form. Enter the number of
copies you'd like on your keypad.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

Nuance Communications

Social Security Administration
CONFIDENTIAL

Transition

--

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noinput 1

^

Prompt: [tr0200_ni1_01]
The most I can send is ten copies.
Please say or enter the number of
copies you'd like me to send you.

Re-Recognition:

noinput 2

^

Prompt: [tr0200_ni2_01]
Re-Recognition:
Sorry. I can send you up to 10 copies
of the form. Enter the number of
copies you'd like on your keypad.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
The grammar is constrained to only accept 11 through 15 as 'over_10'; anything else will get an error and hear no match 1.

tr0210_SubmitRequest_DB
Database Call
Database call to submit form/pamphlet request.
Entering From
tr0120_ConfirmAddress_DM, tr0140_AddressOSDM_SD, tr0200_AskHowManyForms_DM

Input parameters
Parameter

Value

--

--

Output parameters
Variable

Description

--

--

Actions
Condition

Action

Transition

Success

Prompt: [tr0210_out_01]
All set!

goto: tr0220_SuccessMsg_PP

Failure

--

goto: tr0240_FailureMsg_PP

Recovery Behavior
See 1.1 Global Recovery Behavior
Developer Notes
-Nuance Communications

Social Security Administration
CONFIDENTIAL

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tr0220_SuccessMsg_PP
Simple Play Prompt
Informs the caller that their order was successful and gives an estimate of when they should recieve their forms or pamphlets.
Entering From
tr0210_SubmitRequest_DB

Actions [Barge-in is OFF]
Condition

Action

Transition

Always

Assign: transcription_transaction_status
=success

--

If
If pamphlet_get_number=1
current_task=transcription
_pamphlet

Prompt: [tr0220_out_01]
-I've put your order through and you should
receive the pamphlet:

^

Else
(pamphlet_get_number>1)

Prompt: [tr0220_out_02]
-I've put your order through and you should
receive the pamphlets:

^

Prompt: [tr0220_out_03]
If
pamphlet_get_understanding Understanding Social Security
_ss=true

--

^

If
Prompt: [tr0220_out_04]
pamphlet_get_retirement_be Retirement Benefits
nefits=true

--

^

If
Prompt: [tr0220_out_05]
pamphlet_get_disability_ben Disability Benefits
efits=true

--

^

If
Prompt: [tr0220_out_06]
pamphlet_get_survivor_benef Survivor Benefits
its=true

--

^

If
Prompt: [tr0220_out_07]
pamphlet_get_work_affects_ How Work Affects Benefits
benefits=true

--

^

If
Prompt: [tr0220_out_08]
pamphlet_get_disabled_child Benefits For Children With Disabilities
ren_benefits=true

--

^

If
Prompt: [tr0220_out_09]
pamphlet_get_woman_ss=tru What Every Woman Should Know About
e
Social Security

--

^

Always

Prompt: [tr0220_out_10]
... in the mail within 2 weeks. Now, if
you're finished, feel free to hang up.
Otherwise...

--

Else

Always

Prompt: [tr0220_out_11]
I've put this through and you should
receive form...

--

^

Prompt: [tr0220_out_12]
Elseif
current_task=transcription_ss ...S S 5...
5

--

^

Prompt: [tr0220_out_13]
Elseif
current_task=transcription_70 ...S S A 7 0 0 4...
04

--

^

Prompt: [tr0220_out_14]
Else
(current_task=transcription_1 ...S S A 1 0 2 0...
020)

--

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^

Always

03/23/2020
Prompt: [tr0220_out_15]
-...along with instructions, in the mail within
2 weeks. Now, if you're finished, feel free
to hang up. Otherwise,...
--

Always

Return to calling dialog:
main [mm0550_Transcription_SD]

Developer Notes
--

tr0240_FailureMsg_PP
Simple Play Prompt
Informs the caller that their request was not processed before transferring to an agent.
Entering From
tr0210_SubmitRequest_DB

Actions [Barge-in is OFF]
Condition

Action

Transition

Always

Assign: transcription_transaction_status
=failure

--

^

Prompt: [tr0240_out_01]
Sorry. I wasn't able to process your
request.

Return to calling dialog:
main [mm0550_Transcription_SD]

Developer Notes
--

tr0310_UnderstandingSS_DM
YesNo Recognition
Asks the caller if they want the 'Understanding Social Security' pamphlet.
Entering From
tr0105_PlayTransIntro_PP, tr0545_PamphletCheck_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

tr0310_ini_01

Now, to get started, do you want the pamphlet on
'Understanding Social Security'?

reprompt

(after repeat or disconfirmation or if pamphlets_first_time tr0310_ree_01
= false)

Do you want the pamphlet on 'Understanding Social
Security'?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes

1

Never

no

2

Never

skip

3

If Necessary

i'm finished, i'm done

4

If Necessary

repeat, repeat that

9

Never

Actions
Option

Condition

Nuance Communications

Action
Social Security Administration
CONFIDENTIAL

Transition
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Always

--

Assign: next_pamphlet
=retirement_benefits

--

no

If pamphlets_first_time=true

--

goto:
tr0320_RetirementBenefits_DM

^

Else

Prompt: [tr0310_out_01]
Okay.

goto: tr0540_MoreChoices_DM

yes

Always

Assign:
pamphlet_get_understanding_ss
=true

--

^

^

Assign: pamphlet_get_number
=increment+1

--

^

^

Prompt: [tr0310_out_02]
All right.

goto: tr0540_MoreChoices_DM

skip

Always

--

goto:
tr0320_RetirementBenefits_DM

finished

Always

Assign: pamphlet_finished =true

--

^

^

Prompt: [tr0310_out_03]
Okay.

goto:
tr0550_ConcludeChoices_PP

repeat

Always

Prompt: [tr0310_out_04]
Sure.

Re-Recognition: Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

skip

Always

tr0310_cnf_ini_01 You'd like to skip to the next topic, right?

finished

Always

tr0310_cnf_ini_02 Sounds like you're finished. Is that right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

--

Prompt: [tr0310_nm1_01]
Let's try again... Do you want the
pamphlet on 'Understanding Social
Security?'

Re-Recognition:

nomatch 2

--

Prompt: [tr0310_nm2_01]
Re-Recognition:
Sorry. If you'd like me to send the
pamphlet about 'Understanding Social
Security', press 1. If not, press 2.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

--

Prompt: [tr0310_ni1_01]
If you want the pamphlet on
'Understanding Social Security', say
'Yes' or press 1. If not, say 'No' or
press 2.

noinput 2

--

Prompt: [tr0310_ni2_01]
Re-Recognition:
Sorry. If you'd like me to send the
pamphlet about 'Understanding Social
Security', press 1. If not, press .

noinput 3

Always

Assign: transfer_reason =error

--

noinput 3

Always

Prompt: [gl_ni3_01]

--

Nuance Communications

Social Security Administration
CONFIDENTIAL

--

Re-Recognition:

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Sorry, we seem to be having trouble.

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

tr0320_RetirementBenefits_DM
YesNo Recognition
Asks the caller if they want the 'Retirement Benefits' pamphlet.
Entering From
tr0310_UnderstandingSS_DM, tr0545_PamphletCheck_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

tr0320_ini_01

Next, do you want the pamphlet on 'Retirement
Benefits'?

reprompt

(after repeat or disconfirmation or if pamphlets_first_time tr0320_ree_01
= false)

Do you want the pamphlet on 'Retirement Benefits'?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes

1

Never

no

2

Never

skip

3

If Necessary

i'm finished, i'm done

4

If Necessary

repeat, repeat that

9

Never

Actions
Option

Condition

Action

Transition

Always

--

Assign: next_pamphlet
=disability_benefits

--

no

If pamphlets_first_time=true

--

goto:
tr0330_DisabilityBenefits_DM

^

Else

Prompt: [tr0320_out_01]
Okay.

goto: tr0540_MoreChoices_DM

yes

Always

Assign:
pamphlet_get_retirement_benefits
=true

--

^

^

Assign: pamphlet_get_number

--

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=increment=1

^

^

Prompt: [tr0320_out_02]
All right.

goto: tr0540_MoreChoices_DM

skip

Always

--

goto:
tr0330_DisabilityBenefits_DM

finished

Always

Assign: pamphlet_finished =true

--

^

^

Prompt: [tr0320_out_03]
Okay.

goto:
tr0550_ConcludeChoices_PP

repeat

Always

Prompt: [tr0320_out_04]
Sure.

Re-Recognition: Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

skip

Always

tr0320_cnf_ini_01 You'd like to skip to the next topic, right?

finished

Always

tr0320_cnf_ini_02 Sounds like you're finished. Is that right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

--

Prompt: [tr0320_nm1_01]
Let's try again... Do you want the
pamphlet on 'Retirement Benefits?'

Re-Recognition:

nomatch 2

--

Prompt: [tr0320_nm2_01]
Re-Recognition:
Sorry. If you'd like me to send the
pamphlet about 'Retirement Benefits,'
press 1. If not, press 2.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

--

Prompt: [tr0320_ni1_01]
If you want the pamphlet on
'Retirement Benefits', say 'Yes' or
press 1. If not, say 'No' or press 2.

noinput 2

--

Prompt: [tr0320_ni2_01]
Re-Recognition:
Sorry. If you'd like me to send the
pamphlet about 'Retirement Benefits,'
press 1. If not, press 2.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

--

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
Nuance Communications

Value
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CONFIDENTIAL

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--

--

Developer Notes
--

tr0330_DisabilityBenefits_DM
YesNo Recognition
Asks the caller if they want the 'Disability Benefits' pamphlet.
Entering From
tr0320_RetirementBenefits_DM

Initial Prompts
Type

Condition

Name

Wording

initial

Always

tr0330_ini_01

Do you want the pamphlet on 'Disability Benefits?'

reprompt

(after repeat or disconfirmation or if pamphlets_first_time tr0330_ree_01
= false)

Do you want the pamphlet on 'Disability Benefits'?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes

1

Never

no

2

Never

skip

3

If Necessary

i'm finished, i'm done

4

If Necessary

repeat, repeat that

9

Never

Actions
Option

Condition

Action

Transition

Always

--

Assign: next_pamphlet
=survivor_benefits

--

no

If pamphlets_first_time=true

--

goto:
tr0340_SurvivorBenefits_DM

^

Else

Prompt: [tr0330_out_01]
Okay.

goto: tr0540_MoreChoices_DM

yes

Always

Assign:
pamphlet_get_disability_benefits
=true

--

^

^

Assign: pamphlet_get_number
=increment+1

--

^

^

Prompt: [tr0330_out_02]
All right.

goto: tr0540_MoreChoices_DM

skip

Always

--

goto:
tr0340_SurvivorBenefits_DM

finished

Always

Assign: pamphlet_finished =true

--

^

^

Prompt: [tr0330_out_03]
Okay.

goto:
tr0550_ConcludeChoices_PP

repeat

Always

Prompt: [tr0330_out_04]
Sure.

Re-Recognition: Reprompt

Confirmation Prompts
Option

Condition

Nuance Communications

Name
Social Security Administration
CONFIDENTIAL

Wording
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skip

Always

tr0330_cnf_ini_01 You'd like to skip to the next topic, right?

finished

Always

tr0330_cnf_ini_02 Sounds like you're finished. Is that right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

--

Prompt: [tr0330_nm1_01]
Let's try again... Do you want the
pamphlet on 'Disability Benefits?'

Re-Recognition:

nomatch 2

--

Prompt: [tr0330_nm2_01]
Sorry. If you'd like me to send the
pamphlet about 'Disability Benefits,'
press 1. If not, press 2.

Re-Recognition:

nomatch 3

Always

Assign: transfer_reason =error

--

nomatch 3

Always

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

noinput 1

--

Prompt: [tr0330_ni1_01]
Re-Recognition:
If you want the pamphlet on 'Disability
Benefits', say 'Yes' or press 1. If not,
say 'No' or press 2.

noinput 2

--

Prompt: [tr0330_ni2_01]
Sorry. If you'd like me to send the
pamphlet about 'Disability Benefits,'
press 1. If not, press 2.

Re-Recognition:

noinput 3

Always

Assign: transfer_reason =error

--

noinput 3

Always

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

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

tr0340_SurvivorBenefits_DM
YesNo Recognition
Asks the caller if they want the 'Survivor's Benefits' pamphlet.
Entering From
tr0330_DisabilityBenefits_DM, tr0545_PamphletCheck_DS

Initial Prompts
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Type

Condition

Name

Wording

initial

Always

tr0340_ini_01

Next, Do you want the pamphlet on 'Survivor's
Benefits?'

reprompt

(after repeat or disconfirmation or if pamphlets_first_time tr0340_ree_01
= false)

Do you want the pamphlet on 'Survivor's Benefits'?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes

1

Never

no

2

Never

skip

3

If Necessary

i'm finished, i'm done

4

If Necessary

repeat, repeat that

9

Never

Actions
Option

Condition

Action

Transition

Always

--

Assign: next_pamphlet
=work_affects_benefits

--

no

If pamphlets_first_time=true

--

goto:
tr0410_WorkAffectsBenefits_DM

^

Else

Prompt: [tr0340_out_01]
Okay.

goto: tr0540_MoreChoices_DM

yes

Always

Assign:
-pamphlet_get_survivor_benefits =true

^

^

Assign: pamphlet_get_number
=increment+1

--

^

^

Prompt: [tr0340_out_02]
All right.

goto: tr0540_MoreChoices_DM

skip

Always

--

goto:
tr0410_WorkAffectsBenefits_DM

finished

Always

Assign: pamphlet_finished =true

--

^

^

Prompt: [tr0340_out_03]
Okay.

goto:
tr0550_ConcludeChoices_PP

repeat

Always

Prompt: [tr0340_out_04]
Sure.

Re-Recognition: Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

skip

Always

tr0340_cnf_ini_01 You'd like to skip to the next topic, right?

finished

Always

tr0340_cnf_ini_02 Sounds like you're finished. Is that right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

--

Prompt: [tr0340_nm1_01]
Let's try again... Do you want the
pamphlet on 'Survivor Benefits?'

Re-Recognition:

nomatch 2

--

Prompt: [tr0340_nm2_01]
Sorry. If you'd like me to send the

Re-Recognition:

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pamphlet about 'Survivor Benefits,'
press 1. If not, press 2.

nomatch 3

Always

Assign: transfer_reason =error

--

nomatch 3

Always

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

noinput 1

--

Prompt: [tr0340_ni1_01]
Re-Recognition:
If you want the pamphlet on 'Survivor
Benefits', say 'Yes' or press 1. If not,
say 'No' or press 2.

noinput 2

--

Prompt: [tr0340_ni2_01]
Sorry. If you'd like me to send the
pamphlet about 'Survivor Benefits,'
press 1. If not, press 2.

Re-Recognition:

noinput 3

Always

Assign: transfer_reason =error

--

noinput 3

Always

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

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

tr0410_WorkAffectsBenefits_DM
YesNo Recognition
Asks the caller if they want the 'How Work Affects Benefits' pamphlet.
Entering From
tr0340_SurvivorBenefits_DM, tr0545_PamphletCheck_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

tr0410_ini_01

Do you want the pamphlet on 'How Work Affects
Benefits'?

reprompt

(after repeat or disconfirmation or if pamphlets_first_time tr0410_ree_01
= false)

Do you want the pamphlet on 'How Work Affects
Benefits'?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes

1

Never

no

2

Never

3

If Necessary

skip

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i'm finished, i'm done

4

If Necessary

repeat, repeat that

9

Never

Actions
Option

Condition

Action

Transition

Always

--

Assign: next_pamphlet
=disabled_children_benefits

--

no

If pamphlets_first_time=true

--

goto:
tr0420_DisabledChildrenBenefits
_DM

^

Else

Prompt: [tr0410_out_01]
Okay.

goto: tr0540_MoreChoices_DM

yes

Always

Assign:
-pamphlet_get_work_affects_benefits
=true

^

^

Assign: pamphlet_get_number
=increment+1

--

^

^

Prompt: [tr0410_out_02]
All right.

goto: tr0540_MoreChoices_DM

skip

Always

--

goto:
tr0420_DisabledChildrenBenefits
_DM

finished

Always

Assign: pamphlet_finished =true

--

^

^

Prompt: [tr0410_out_03]
Okay.

goto:
tr0550_ConcludeChoices_PP

repeat

Always

Prompt: [tr0410_out_04]
Sure.

Re-Recognition: Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

skip

Always

tr0410_cnf_ini_01 You'd like to skip to the next topic, right?

finished

Always

tr0410_cnf_ini_02 Sounds like you're finished. Is that right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

--

Prompt: [tr0410_nm1_01]
Let's try again... Do you want the
pamphlet on 'How Work Affects
Benefits?'

Re-Recognition:

nomatch 2

--

Prompt: [tr0410_nm2_01]
Sorry. If you'd like me to send the
pamphlet about 'How Work Affects
Benefits,' press 1. If not, press 2.

Re-Recognition:

nomatch 3

Always

Assign: transfer_reason =error

--

nomatch 3

Always

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

noinput 1

--

Prompt: [tr0410_ni1_01]
If you want the pamphlet on 'How
Work Affects Benefits,' say 'Yes' or
press 1. If not, say 'No' or press 2.

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CONFIDENTIAL

Re-Recognition:

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noinput 2

--

Prompt: [tr0410_ni2_01]
Sorry. If you'd like me to send the
pamphlet about 'How Work Affects
Benefits,' press 1. If not, press 2.

Re-Recognition:

noinput 3

Always

Assign: transfer_reason =error

--

noinput 3

Always

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

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

tr0420_DisabledChildrenBenefits_DM
YesNo Recognition
Asks the caller if they want the 'Benefits for Children with Disabilities' pamphlet.
Entering From
tr0410_WorkAffectsBenefits_DM, tr0545_PamphletCheck_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

tr0420_ini_01

Next. Do you want the pamphlet on 'Benefits for
Children with Disabilities'?

reprompt

(after repeat or disconfirmation or if pamphlets_first_time tr0420_ree_01
= false)

Do you want the pamphlet on 'Benefits for Children
with Disabilities'?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes

1

Never

no

2

Never

skip

3

If Necessary

i'm finished, i'm done

4

If Necessary

repeat, repeat that

9

Never

Actions
Option

Condition

Action

Transition

Always

--

Assign: next_pamphlet =woman_ss

--

no

If pamphlets_first_time=true

--

goto: tr0430_WomanSS_DM

^

Else

Prompt: [tr0420_out_01]
Okay.

goto: tr0540_MoreChoices_DM

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yes

Always

Assign:
-pamphlet_get_disabled_children_ben
efits =true

^

^

Assign: pamphlet_get_number
=increment+1

--

^

^

Prompt: [tr0420_out_02]
All right.

goto: tr0540_MoreChoices_DM

skip

Always

--

goto: tr0430_WomanSS_DM

finished

Always

Assign: pamphlet_finished =true

--

^

^

Prompt: [tr0420_out_03]
Okay.

goto:
tr0550_ConcludeChoices_PP

repeat

Always

Prompt: [tr0420_out_04]
Sure.

Re-Recognition: Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

skip

Always

tr0420_cnf_ini_01 You'd like to skip to the next topic, right?

finished

Always

tr0420_cnf_ini_02 Sounds like you're finished. Is that right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

--

Prompt: [tr0420_nm1_01]
Let's try again... Do you want the
pamphlet on 'Benefits for Children
with Disabilities?'

Re-Recognition:

nomatch 2

--

Prompt: [tr0420_nm2_01]
Re-Recognition:
Sorry. If you'd like me to send the
pamphlet about 'Benefits for Children
with Disabilities,' press 1. If not, press
2.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

--

Prompt: [tr0420_ni1_01]
Re-Recognition:
If you want the pamphlet on 'Benefits
for Children with Disabilities,' say
'Yes' or press 1. If not, say 'No' or
press 2.

noinput 2

--

Prompt: [tr0420_ni2_01]
Re-Recognition:
Sorry. If you'd like me to send the
pamphlet about 'Benefits for Children
with Disabilities,' press 1. If not, press
2.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

--

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals

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repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

tr0430_WomanSS_DM
YesNo Recognition
Asks the caller if they want the 'What Every Woman Should Know about Social Security' pamphlet.
Entering From
tr0420_DisabledChildrenBenefits_DM, tr0545_PamphletCheck_DS

Initial Prompts
Type

Condition

Name

Wording

initial

Always

tr0430_ini_01

Do you want the pamphlet on 'What Every Woman
Should Know About Social Security'?

reprompt

(after repeat or disconfirmation or if pamphlets_first_time tr0430_ree_01
= false)

Do you want the pamphlet on 'What Every Woman
Should Know About Social Security'?

Grammar
Sample Expressions

DTMF

Reco Var/Option

Confirm

yes

1

Never

no

2

Never

skip

3

If Necessary

i'm finished, i'm done

4

If Necessary

repeat, repeat that

9

Never

Actions
Option

Condition

Action

Transition

Always

--

Assign: next_pamphlet
=understanding_ss

--

^

--

Assign: pamphlets_first_time =false

--

no

Always

Prompt: [tr0430_out_01]
Okay.

goto: tr0540_MoreChoices_DM

yes

Always

Assign: pamphlet_get_woman_ss
=true

--

^

^

Assign: pamphlet_get_number
=increment+1

--

^

If pamphlet_get_number=7

Prompt: [tr0430_out_02]
All right. That's all the pamphlets I
have to offer.

goto:
tr0550_ConcludeChoices_PP

^

Else

Prompt: [tr0430_out_03]
All right.

goto: tr0540_MoreChoices_DM

skip

Always

--

goto: tr0540_MoreChoices_DM

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finished

Always

Assign: pamphlet_finished =true

--

^

^

Prompt: [tr0430_out_04]
Okay.

goto:
tr0550_ConcludeChoices_PP

repeat

Always

Prompt: [tr0430_out_05]
Sure.

Re-Recognition: Reprompt

Confirmation Prompts
Option

Condition

Name

Wording

skip

Always

tr0430_cnf_ini_01 You'd like to skip to the next topic, right?

finished

Always

tr0430_cnf_ini_02 Sounds like you're finished. Is that right?

Confirmation Recovery Behavior
See 1.3 Global Confirmation

Recovery Behavior
Type

Condition

Action

Transition

nomatch 1

--

Prompt: [tr0430_nm1_01]
Re-Recognition:
Let's try again... Do you want the
pamphlet on 'What Every Woman
Should Know About Social Security?'

nomatch 2

--

Prompt: [tr0430_nm2_01]
Re-Recognition:
Sorry. If you'd like me to send the
pamphlet about 'What Every Woman
Should Know About Social Security,'
press 1. If not, press 2.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

--

Prompt: [tr0430_ni1_01]
Re-Recognition:
If you want the pamphlet on 'What
Every Woman Should Know About
Social Security,' say 'Yes' or press 1.
If not, say 'No' or press 2.

noinput 2

--

Prompt: [tr0430_ni2_01]
Re-Recognition:
Sorry. If you'd like me to send the
pamphlet about 'What Every Woman
Should Know About Social Security,'
press 1. If not, press 2.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

--

--

Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
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--

tr0540_MoreChoices_DM
YesNo Recognition
If the caller enters this state after all pamphlet options have been given they will be asked if they want to hear all of their choices again. If the
caller enters this state after indicating that they want to order a pamphlet then they will be asked if they want to hear more pamphlet options
before collecting their address.
Entering From
tr0310_UnderstandingSS_DM, tr0320_RetirementBenefits_DM, tr0330_DisabilityBenefits_DM, tr0340_SurvivorBenefits_DM,
tr0410_WorkAffectsBenefits_DM, tr0420_DisabledChildrenBenefits_DM, tr0430_WomanSS_DM

Initial Prompts
Type

Condition

Name

Wording

initial

If
If pamphlet_get_number=0
next_pamphlet=understan
ding_ss

tr0540_ini_01

That was the last one. Would you like to hear those
choices again?

initial

^

Else
(pamphlet_get_number>0)

tr0540_ini_02

Before I get your mailing address, would you like to
hear the choices again?

initial

Else

If pamphlet_get_number=0

tr0540_ini_03

Would you like to hear more choices?

initial

^

Else
(pamphlet_get_number>0)

tr0540_ini_04

Before I get your mailing address, would you like to
hear more choices?

reprompt

(after repeat)

If
tr0540_ree_01
next_pamphlet=understandin
g_ss

Would you like to hear those choices again?

reprompt

^

Else

tr0540_ree_02

Would you like to hear more choices?

Sample Expressions

DTMF

Reco Var/Option

yes, ([more other] choices)

1

no

2

repeat, repeat that

9

Grammar
Confirm

Actions
Option

Condition

Action

Transition

no

Always

Assign: pamphlet_finished =true

--

^

If pamphlet_get_number=0

Assign:
transcription_transaction_status
=success

--

^

^

Prompt: [tr0540_out_01]
No problem. In that case, if you're
finished, feel free to hang up.
Otherwise,...

Return to calling dialog:
main
[mm0550_Transcription_SD]

^

Else

Prompt: [tr0540_out_02]
All right.

goto:
tr0550_ConcludeChoices_PP

yes

If pamphlet_get_number = 7

Prompt: [tr0540_out_04]
That's all the pamphlets I have to
offer.

goto:
tr0550_ConcludeChoices_PP

^

Else

--

goto:

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tr0545_PamphletCheck_DS

Always

Prompt: [tr0540_out_03]
Sure.

Re-Recognition: Reprompt

Type

Condition

Action

Transition

nomatch 1

If next_pamphlet=understanding_ss

Prompt: [tr0540_nm1_01]
Let's try again... Would you like to
hear those choices again?

Re-Recognition:

nomatch 1

Else

Prompt: [tr0540_nm1_02]
Let's try again... Would you like to
hear more choices?

Re-Recognition:

nomatch 2

Prompt: [tr0540_nm2_01]
Re-Recognition:
If
If
next_pamphlet=under pamphlet_get_number= Sorry. That was the last pamphlet I
standing_ss
0
had to offer. If you'd like to hear all of
the choices again, press 1.
Otherwise, press 2.

nomatch 2

^

nomatch 2

Else

Prompt: [tr0540_nm2_03]
Re-Recognition:
Sorry. If you're interested in receiving
more pamphlets and you'd like to hear
more choices, press 1. Otherwise,
press 2.

nomatch 3

Always

Assign: transfer_reason =error

nomatch 3

Always

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

noinput 1

If next_pamphlet=understanding_ss

Prompt: [tr0540_ni1_01]
If you'd like to hear those choices
again, say 'Yes' or press 1.
Otherwise, say 'No' or press 2.

noinput 1

Else

Prompt: [tr0540_ni1_02]
Re-Recognition:
If you'd like to hear more choices, say
'Yes' or press 1. If not, say 'No' or
press 2.

noinput 2

Prompt: [tr0540_ni2_01]
Re-Recognition:
If
If
next_pamphlet=under pamphlet_get_number= Sorry. That was the last pamphlet I
standing_ss
0
had to offer. If you'd like to hear all of
the choices again, press 1.
Otherwise, press 2.

noinput 2

^

noinput 2

Else

Prompt: [tr0540_ni2_03]
Re-Recognition:
Sorry. If you're interested in receiving
more pamphlets and you'd like to hear
more choices, press 1. Otherwise,
press 2.

noinput 3

Always

Assign: transfer_reason =error

noinput 3

Always

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

repeat

Recovery Behavior

Nuance Communications

Else
Prompt: [tr0540_nm2_02]
Re-Recognition:
(pamphlet_get_number> Sorry. If you're interested in receiving
0)
more pamphlets and you'd like to hear
the choices again, press 1.
Otherwise, press 2.

--

Re-Recognition:

Else
Prompt: [tr0540_ni2_02]
Re-Recognition:
(pamphlet_get_number> Sorry. If you're interested in receiving
0)
more pamphlets and you'd like to hear
the choices again, press 1.
Otherwise, press 2.

Social Security Administration
CONFIDENTIAL

--

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Commands: State-Specific Behavior
See 1.2 Global Commands

Commands: Disabled Globals
repeat

Commands: Confirmations
See 1.2 Global Commands

Config Parameters
Parameter

Value

--

--

Developer Notes
--

tr0545_PamphletCheck_DS
Decision
Determines which pamphlet needs to be spoken next based on the last pamphlet heard and which pamphlet's have already been ordered.
Entering From
tr0540_MoreChoices_DM, tr0545_PamphletCheck_DS

Actions
Condition

Action

Transition

-If
If
next_pamphlet=understan pamphlet_get_understandi
ding_ss
ng_ss=false
^

goto: tr0310_UnderstandingSS_DM

Assign: next_pamphlet
Else (if
pamphlet_get_understandi =retirement_benefits
ng = true)

-Elseif
If
next_pamphlet=retirement pamphlet_get_retirement_
_benefits
benefits=false
^

goto: tr0320_RetirementBenefits_DM

Assign: next_pamphlet
Else (if
pamphlet_get_retirement_ =disability_benefits
benefits = true)

-Elseif
If
next_pamphlet=disability_ pamphlet_get_disability_b
benefits
enefits=false
^

Assign: next_pamphlet =survivor_benefits goto: tr0545_PamphletCheck_DS
Else (if
pamphlet_get_disability_b
enefits = true)
goto: tr0340_SurvivorBenefits_DM

Assign: next_pamphlet
Else (if
pamphlet_get_survivor_be =work_affects_benefits
nefits = true)

Elseif
If
-next_pamphlet=work_affec pamphlet_get_work_affect
ts_benefits
s_benefits=false
^

Nuance Communications

goto: tr0545_PamphletCheck_DS

goto: tr0310_UnderstandingSS_DM

-Elseif
If
next_pamphlet=survivor_b pamphlet_get_survivor_be
enefits
nefits=false
^

goto: tr0545_PamphletCheck_DS

goto: tr0545_PamphletCheck_DS

goto: tr0410_WorkAffectsBenefits_DM

Assign: next_pamphlet
Else (if
pamphlet_get_work_affect =disabled_children_benefits
Social Security Administration
CONFIDENTIAL

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s_benefits = true)
-Elseif
If
next_pamphlet=disabled_c pamphlet_get_disabled_ch
hildren_benefits
ildren_benefits=false
^

goto: tr0420_DisabledChildrenBenefits_DM

Assign: next_pamphlet =woman_ss
Else (if
pamphlet_get_disabled_ch
ildren_benefits = true)

-Elseif
If
next_pamphlet=woman_ss pamphlet_get_woman_ss
= false
^

goto: tr0545_PamphletCheck_DS

goto: tr0430_WomanSS_DM

Assign: next_pamphlet
Else (if
pamphlet_get_woman_ss =understanding_ss
= true)

goto: tr0545_PamphletCheck_DS

Developer Notes
--

tr0550_ConcludeChoices_PP
Simple Play Prompt
Thanks the caller for their order and prepares the caller for address collection.
Entering From
tr0310_UnderstandingSS_DM, tr0320_RetirementBenefits_DM, tr0330_DisabilityBenefits_DM, tr0340_SurvivorBenefits_DM,
tr0410_WorkAffectsBenefits_DM, tr0420_DisabledChildrenBenefits_DM, tr0430_WomanSS_DM, tr0540_MoreChoices_DM

Actions [Barge-in is OFF]
Condition

Action

Transition

If pamphlet_get_number = 0

Prompt: [tr0550_out_02]
If you're finished, feel free to hang up.
Otherwise ...

Return to calling dialog:
main [mm0550_Transcription_SD]

Else

Prompt: [tr0550_out_01]
Thanks for your order. Now, let's get your
address...

goto: tr0110_ReverseANILookup_DB

Developer Notes
--

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Social Security Administration
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Appendix A: Variable Table
Variables
Variable Name

Description

abr

Initial Value

Type

Configurable

'Agent Busy Rate,' determines
0, 1, 2, 3, 4
agent routing logic: 0==default,
1==no agents, 2==screen pop,
3==screen splash, 4==immediate
transfer

Undefined

--

N

aca_active

toggle - set by administrator - to true, false
control whether the ACA menus
are on or off

Undefined

--

N

activeFlag1

indicator that determines if
emergency message 1 is active
or not

true, false

Undefined

--

N

activeFlag2

indicator that determines if
emergency message 2 is active
or not

true, false

Undefined

--

N

activeFlag3

indicator that determines if
emergency message 3 is active
or not

true, false

Undefined

--

N

address_returned

Determines if an address is
-returned from the reverse ANI
lookup (true=it was returned and
false=it was not returned)

Undefined

boolean
(true/false)

N

true

--

N

application_status_OM tracks whether the OMB number true, false
for application_status has or has
B_heard
not been heard

false

--

N

applicationtag

variable passed from OCO for
transfer routing

Undefined

--

N

attestation_confirmed

indicates whether the perjury
true, false, declined
message (in attestation flow) has
been confirmed (yes), declined
(declined), or not yet heard (no)

true

--

N

attestation_heard

tracks whether the attestation
message (including OMB #,
estimated time, etc) has been
heard

true, false

true

--

N

backoff_menu_go_bac tracks whether caller siad 'go
k
back' in backoff other options
menu

true, false

true

--

N

bank_account_number holds the caller's bank account
number

Undefined

--

N

bank_account_type

checking, savings, investment

Undefined

--

N

Undefined

--

N

false

--

N

alternative_name_need indicates whether or not the
ed
alternative name needs to be
collected

indicates what type of the
account the caller wants to use
for direct deposit

bank_routing_number holds the caller's bank routing
number

Possible Values

true, false

order_ssn_card,
earnings_statement

benefits_statement_O tracks whether the OMB number true, false
MB_heard
for benefits statement has or has
not been heard
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benefits_statement_tra indicates status of the
nsaction_status
replacement benefits statement
(1099) dialog

03/23/2020
Undefined

--

N

beve_transaction_statu indicates the status of the task in success, failure,
s
the benefits verifcation dialog
change_address

Undefined

--

N

bevemrc_OMB_heard tracks whether the OMB number true, false
for bevemrc has or has not been
heard

false

--

N

broadcastName

--

--

Undefined

--

N

broadcastPrompt1

name of emergency broadcast
wav file

--

Undefined

--

N

broadcastPrompt2

name of emergency broadcast
wav file

--

Undefined

--

N

broadcastPrompt3

name of emergency broadcast
wav file

--

Undefined

--

N

bv_statusCode

Variable returned determines if
the host backend system is
available.

0000, 0001, 0004, 0108, 0150,
0151, 0152, 0508, 7777, 9999

Undefined

string

N

bv_statusDescription

Status code text description for
Benefits Verification.

--

Undefined

string

N

ca_statusCode

Variable returned determines if
the host backend system is
available.

0000, 0150, 0151, 0152, 7777,
0226, 0508, 1111, 8888

Undefined

string

N

ca_statusDescription

Status code text description for
Change of Address and Direct
Deposit.

--

Undefined

string

N

caller_alternative_nam holds the caller's collected
e
alternative name

Undefined

--

N

caller_dob

holds the caller's collected date
of birth

Undefined

--

N

caller_first_name

holds the caller's collected first
name

Undefined

--

N

caller_last_name

holds the caller's collected last
name

Undefined

--

N

caller_last_payment

holds the caller's collected last
payment amount

, dont_know

Undefined

--

N

caller_maiden_name

holds the caller's collected
mother's maiden name

Undefined

--

N

caller_pob

holds the caller's collected place , other
of birth (state or US territory)

Undefined

--

N

caller_ssn

holds the caller's collected Social
Security number

Undefined

--

N

card_action

indicates whether the caller
needs a new or replacement
card

new, replacement

Undefined

--

N

card_center

indicates which card center is
covered by a particular
recognized zip code in FOL

dtpssc, npsscc, lvsscc,
minneapolis, brooklyn, queens,
ssscc, osscc, none

Undefined

--

N

card_center_info_first_ indicates whether this is the first true, false
entry
entry into the card center
information state

Undefined

--

N

card_type

Undefined

--

N

indicates what type of card the
caller is interested in

Nuance Communications

success, failure, replacement,
field_office

social_security, medicare, both

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ccs

Variable passed from ICM - Call open, closed, holiday,
Center Status: open = 0, closed emergency
= 1, holiday = 2, emergency = 4

Undefined

--

N

cd_statusCode

Variable returned determines if
the host backend system is
available.

0000, 0150, 0151, 0152, 7777,
0226, 0508, 1111, 8888

Undefined

string

N

cd_statusDescription

Status code text description for
Change of Address and Direct
Deposit.

--

Undefined

string

N

change_what

indicates what stored information address, phone, both
the caller wants to change

Undefined

--

N

Undefined

--

N

claims_transaction_stat indicates the status of the task in success, failure,
us
the claims status dialog
no_confirmation_number,
no_application

Undefined

--

N

coa_active

false

boolean
(true/false)

N

coa_transaction_status indicates status of the task in the success, failure, receiving_ssi,
not_eligible, non_resident,
change address dialog
not_self, no_zip

Undefined

--

N

coadd_OMB_heard

tracks whether the OMB number true, false
for coadd has or has not been
heard

false

--

N

colaBroadcastPrompt

The name of the cost of living
adjustment broadcast wav file

--

Undefined

--

N

colaMsgEndTime

end time when cost of living
adjustment broadcast message
should be played

--

Undefined

--

N

colaMsgStartTime

start time when cola broadcast
message should be played

--

Undefined

--

N

colaSsiPaymentDate

Supplemental Security Income
payments date

--

Undefined

--

N

colaSsPaymentDate

Social Security payments date

--

Undefined

--

N

collect_full_name

if true, collect full name (using
TNRS grammar); if false, use
NameOSDM

true, false

Undefined

--

N

collectaddress_citystat indicates prompt to play
elookuperrorprompt

--

Undefined

--

N

collectaddress_collecte indicates whether to collect zip
dzipcode
code first in Address

true, false

Undefined

--

N

collectaddress_collectf indicates whether to collect
ortranscription
recording fro transcription

true, false

Undefined

--

N

collectaddress_correcti tracks the number of corrections 0, 1, 2, 3, 4, 5
ons_counter
made in address collection

0

--

N

collectaddress_entrypr indicates prompt to play?
ompt

--

Undefined

--

Y

collectaddress_exit_re indicates reason for exiting the
ason
Address collection dialog

failure

Undefined

--

N

collectaddress_exitsuc indicates the prompt to play
cessprompt

--

Undefined

--

N

citystate_collectaddres holds the zip code for address
s_zipcode
collection

Identifies if the caller should be
allowed to reach the change of
address module (true) or not
(false)

Nuance Communications

--

true, false

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collectaddress_overallc indicates whether or not to
onfirmation
confirm

always, if_necessary, never

Undefined

--

N

collectaddress_ziplook indicates prompt to play
uperrorprompt

--

Undefined

--

N

collectname_alwaysas indicates whether to always ask true, false
kspelling
for name spelling

Undefined

--

Y

collectname_confirmati indicates prompt to play
onapologyprompt

--

Undefined

--

N

collectname_entryprom indicates prompt to play
pt

--

Undefined

--

N

collectname_exitfailure indicates prompt to paly
prompt

--

Undefined

--

Y

collectname_exitsucce indicates prompt to play
ssprompt

--

Undefined

--

N

collectname_firstname first name high confidence
highconfidencelevel
threshhold

--

Undefined

--

N

collectname_lastname last name high confidence
highconfidencelevel
threshhold

--

Undefined

--

N

collectname_maxcorre maximum number od corrections -(based on disconfirmation) to
ctions
allow

Undefined

--

N

collectname_maxnoinp indicates maximum noinputs in
utstotal
Name dialog

--

Undefined

--

N

collectname_maxnoma maximum nomatches allowed
tchestotal

--

Undefined

--

N

collectname_names_to inidcates names to collect (las,
_collect
first, etc)

--

Undefined

--

N

collectname_overallcon indicates whether to confirm
firmation
(always, never, if_necessary)

--

Undefined

--

N

collectname_spellingon indicates whether to use spelling -ly
only to collect name

Undefined

--

N

confirmation_number

Undefined

--

N

confirmation_number_fi indicates whether this is the first true, false
rst_entry
time confirmation number
collection is attempted

Undefined

--

N

cs_age

Proof of age pending.

--

Undefined

string

N

cs_ammendedApp

Amended application pending.

--

Undefined

string

N

cs_attorneyRep

Proof of attorney representation -pending.

Undefined

double (decimal
number)

N

cs_cause

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

Undefined

string

N

cs_citizen

Proof of citizenship pending.

--

Undefined

string

N

cs_claimantNameChan Proof of claimant name change
ge
pending.

--

Undefined

string

N

cs_claimStatus

1 character status:
A=Adjudicated or P=Pending.

--

Undefined

string

N

cs_claimType

2 character claim type.

--

Undefined

string

N

cs_death

Proof of death pending.

--

Undefined

string

N

cs_earnings

Proof of earnings pending.

--

Undefined

string

N

holds the collected confirmation
number

Nuance Communications

--

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cs_endStateRenal

Proof of End Stage Renal
Disease pending.

--

Undefined

string

N

cs_fedRevDec

Claim status pending issue: As of -today's date, a decision has not
been made on your request for
Federal Reviewing Official
Review.

Undefined

string

N

cs_fedRevReq

Request for Federal Reviewing
Official Review pending.

--

Undefined

string

N

cs_foreignBenefits

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

Undefined

string

N

cs_hearingRequest

Request for hearing pending.

--

Undefined

string

N

cs_inOHA

Claim status issue: As of today's -date, the Office of Disability
Adjudication and Review has not
made a decision on your appeal
request.

Undefined

string

N

cs_lawfulPresence

Proof of lawful presence
pending.

--

Undefined

string

N

cs_marriage

Proof of marriage pending.

--

Undefined

string

N

cs_medicalHearing

Medical information for your
hearing request (Form SSA3441) pending.

--

Undefined

string

N

cs_medicalRecon

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

--

Undefined

string

N

cs_military

Proof of military service pending. --

Undefined

string

N

cs_nhNameChange

Proof of number holder name
change pending.

--

Undefined

string

N

cs_pendingIssues

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

--

Undefined

string

N

cs_reconDecReq

Claim status pending issue: As of -today's date, a decision has not
been made on your
reconsideration request.

Undefined

string

N

cs_reconRequest

Request for reconsideration
pending.

--

Undefined

string

N

cs_relationship

Proof of relationship pending.

--

Undefined

string

N

cs_schoolAttend

Proof of full-time school
attendance pending.

--

Undefined

string

N

cs_specialWage

Proof of special wages pending. --

Undefined

string

N

cs_statusCode

Variable returned determines if
the host backend system is
available.

0000, 0150, 0151, 0152, 7777,
0226, 0508, 1111, 8888

Undefined

string

N

cs_statusDescription

Status code text description for
Claims Status.

--

Undefined

string

N

cs_sttorneyRep

Proof of attorney representation -pending.

Undefined

string

N

cs_support

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

Undefined

string

N

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cs_toDDS

Claim status pending issue: The -Disability Determination Service
in your state is processing the
medical portion of your claim.

Undefined

string

N

current_claim

indicates which of the three
claims returned by the DB is
currently being addressed

1, 2, 3

Undefined

--

N

current_intent

holds the caller's intent at any
given time

--

Undefined

--

N

current_task

keeps track of the current task

change_address, checks,
Undefined
direct_deposit,
field_office_locator,
application_status,
transcription_ss5, late_payment,
transcription_pamphlet,
benefits_statement,
transcription_7004,
transcription_1020,
social_security_replacement_car
d, aca_info, myssa_helpdesk

--

N

dd_statusCode

--

--

Undefined

--

N

dd_statusDescription

--

--

Undefined

--

N

dd_transaction_status indicates the status of the task in success, failure, receiving_ssi,
the dirst deposit dialog
not_eligible, non_resident,
not_self, dont_know_info

Undefined

--

N

direct_deposit_active

Identifies if the caller should be
allowed to reach the direct
deposit module (true) or not
(false)

true, false

false

boolean
(true/false)

N

dob_needed

indicates whether we need to
collect the caller's date of birth

true, false

true

--

N

effective_date

keeps track of the date when
change is supposed to take
place

Undefined

--

N

effective_month

indicates the monthy when direct
deposit shopuld start

Undefined

--

N

endTime1

time when emergency broadcast
message 1 should be played

Undefined

--

N

endTime2

time when emergency broadcast
message 2 should be played

Undefined

--

N

endTime3

time when emergency broadcast
message 3 should be played

Undefined

--

N

final_intent

holds the caller's ultimate task
intent

--

Undefined

--

N

first_entry

indicates whether the caller is
entering state for the first time

true, false

Undefined

boolean
(true/false)

N

fl_addressType

--

--

Undefined

string

N

fl_city

--

--

Undefined

string

N

fl_closingTime24HourT -ime

--

Undefined

string

N

fl_drivingDirections

Driving directions to the field
office.

--

Undefined

string

N

fl_faxNumber

--

--

Undefined

string

N

fl_faxNumberExtension --

--

Undefined

string

N

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fl_fieldOfficeStateAndC -ountyCode

--

Undefined

string

N

fl_generalDirectionLine --

--

Undefined

string

N

fl_hoursOfOperation

The field office hours of
operation.

--

Undefined

--

N

fl_officeAddress

The field office's physical
address.

--

Undefined

string

N

fl_officeName

The name of the field office.

--

Undefined

string

N

fl_officeOpenCloseSwit -ch

--

Undefined

string

N

fl_officeTelephone

--

--

Undefined

string

N

fl_officeType

The type of field office.

--

Undefined

string

N

fl_officeTypeText

--

--

Undefined

string

N

fl_openAndCloseDayOf -Week

--

Undefined

string

N

fl_openingTime24Hour -Time

--

Undefined

string

N

fl_phoneNumber

--

Undefined

string

N

--

Undefined

string

N

The field office phone number.

fl_regionalOfficeNumbe -r
fl_serviceProvided

Services provided by the field
office.

--

Undefined

string

N

fl_state

--

--

Undefined

string

N

fl_streeAddressLine1

--

--

Undefined

string

N

fl_streetAddressLine2

--

--

Undefined

string

N

fl_streetAddressLine3

--

--

Undefined

string

N

fl_streetAddressLine4

--

--

Undefined

string

N

fl_telephoneExtension --

--

Undefined

string

N

fl_telephoneNumber

--

--

Undefined

string

N

fl_wrapperForGeneralD -irectionLines

--

Undefined

string

N

fl_zip4

--

--

Undefined

string

N

fl_zip5

--

--

Undefined

string

N

fol_cardcenter_directio Determines if the caller asked for -ns
card center directions

Undefined

boolean
(true/false)

N

Undefined

--

N

fol_transaction_status indicates the status of the task in success, failure, dont_know_zip Undefined
the field office locator dialog

--

N

fol_zip_code

holds the zip code in which field
offices should be found

Undefined

--

N

fol_zip_code_entry

tracks the status of entry to zip
code collection

first, change, not_found

Undefined

--

N

form_7004_delivery

toggle that indicates whether,
due to budgetary constraints,
7004 forms will (true) or will not
(false) be delivered

true, false

Undefined

--

N

initial_abr_transfer

set outside IVR, determines

true, false

true

--

N

fol_first_zip

indicates whether this is the first true, false
zip code searched by the caller

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whether abr 'immediate transfer'
is toggled on (true) or off (false)
isPhaseIIOffice

Identifies if the office is phase I
(false) or phase II (true).

true, false

Undefined

boolean
(true/false)

N

isSkillTransfer

Variable is defaulted to false. It
will be passed to ICM to assist
with call routing.

true, false

false

boolean
(true/false)

N

ka_bicDob

1 or 2-digit alpha or alpha-numeric string representing the
BIC. This tag will be returned
when the user's date of birth is
verified using an SSN other than
the SSN entered.

Undefined

string

N

ka_bicFirstName

1 or 2-digit alpha or alpha-numeric string representing the
Beneficiary Identification Code
(BIC). This tag will be returned
when the user's first name is
verified using an SSN other than
the SSN entered.

Undefined

string

N

ka_bicLastName

1 or 2-digit alpha or alpha-numeric string representing the
BIC. This tag will be returned
when the user's last name is
verified using an SSN other than
the SSN entered.

Undefined

string

N

ka_collectDateOfBirth

Boolean to determine if the
true, false
application requires the caller to
authenticate the date of birth.

Undefined

boolean
(true/false)

N

ka_collectMothersMaid Boolean to determine if the
true, false
application requires the caller to
enName
authenticate the mother's maiden
name.

Undefined

string

N

Boolean to determine if the
true, false
application requires the caller to
authenticate the first name.

Undefined

boolean
(true/false)

N

ka_collectPaymentAmo Boolean to determine if the
true, false
application requires the caller to
unt
authenticate the payment
amount.

Undefined

boolean
(true/false)

N

ka_collectPlaceOfBirth Boolean to determine if the
true, false
application requires the caller to
authenticate the place of birth.

Undefined

boolean
(true/false)

N

ka_collectSSN

Boolean to determine if the
true, false
application requires the caller to
authenticate the social security
number.

Undefined

boolean
(true/false)

N

ka_dobMbr

--

01, 02, 03, 04, 05, 06, 07

Undefined

string

N

ka_dobNumi

--

01, 02, 03, 04, 05, 06, 07

Undefined

string

N

ka_dobSsr

--

01, 02, 03, 04, 05, 06, 07

Undefined

string

N

ka_firstNameMbr

MBR authentication status for
01, 02, 03, 04, 05
first name: 01 = Element verified,
02 = Element on database-not
verified, 03 = Element not on
database, 04 = Unable to access
database, 05 = Element not
received

Undefined

string

N

ka_collectName

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ka_firstNameNumi

Numident authentication status
for first name.

01, 02, 03, 04, 05

Undefined

string

N

ka_firstNameSsr

SSR authentication status for
first name.

01, 02, 03, 04, 05

Undefined

string

N

ka_lastNameMbr

MBR authentication status for
last name.

01, 02, 03, 04, 05

Undefined

string

N

ka_lastNameNumi

Numident authentication status
for last name.

01, 02, 03, 04, 05

Undefined

string

N

ka_lastNameSsr

SSR authentication status for last 01, 02, 03, 04, 05
name.

Undefined

string

N

Undefined

string

N

ka_mothersMaidenNa Numident authentication status
meNumi
for mothers maiden name.

01, 02, 03, 04, 05

ka_nhSsnDob

9 digit Social Security Number
-(SSN). This tag will be returned
when the user's date of birth is
verified using an SSN other than
the SSN entered.

Undefined

string

N

ka_nhSsnFirstName

9 digit Social Security Number
-(SSN). This tag will be returned
when the user's first name is
verified using an SSN other than
the SSN entered.

Undefined

string

N

ka_nhSsnLastName

9 digit Social Security Number
-(SSN). This tag will be returned
when the user's last name is
verified using an SSN other than
the SSN entered.

Undefined

string

N

ka_placeOfBirthNumi

Numident authentication status
for mothers maiden name.

01, 02, 03, 04, 05

Undefined

string

N

ka_statusCode

Variable returned determines if
the host backend system is
available.

0000, 0150, 0151, 0152, 0226,
0508, 1111, 7777, 8888

Undefined

string

N

ka_statusDescription

Status code text description for
Benefits Verification.

--

Undefined

string

N

kba_OMB_heard

tracks whether the OMB number true, false
for kba (right now, used for
everything BUT claim status) has
or has not been heard

false

--

N

kba_transaction_status indicates the status of the task in success, failure,
the KBA dialog
account_blocked,
attestation_declined

Undefined

--

N

language

--

Undefined

--

N

last_payment_needed indicates whether we need to
collect the caller's last payment
amount

true, false

true

--

N

maiden_name_needed indicates whether we need to
collect the caller's mother's
maiden name

true, false

Undefined

--

N

missingAddressCollect -ed

--

Undefined

--

N

mm_statusCode

0000, 0150, 0151, 0152, 7777

Undefined

--

N

--

Undefined

--

N

--

Variable returned determines if
the host backend system is
available.

mm_statusDescription Status code text description for
Benefits Verification.
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mr_statusCode

Variable returned determines if
the host backend system is
available.

0000, 0150, 0151, 0152, 7777

Undefined

string

N

mr_statusDescription

Status code text description for
Medicare Replacement Card.

--

Undefined

string

N

mrc_transaction_status indicates status of the task in the success, failure,
medicare replacement card
change_address
dialog

Undefined

--

N

myss_helpdesk_active toggle - set by administrator - to true, false
control whether My SS Helpdesk
is on or off

Undefined

--

N

name_collect_counter keeps track of the number of
times the caller has attempted
name collection

0

--

N

Undefined

--

N

name_disconfirm_coun keeps track of how many times a 0, 1, 2
particular name has been
ter
DISCONFIRMED by the caller

0

--

N

name_status

indicates the status - success or success, failure
fialure - of name collection

Undefined

--

N

next_pamphlet

indicates the next pamphlet on
the list in the Transcription dialog
allowing caller's to choose
pamphlets by title

understanding_ss,
retirement_benefits,
disability_benefits,
survivor_benefits,
work_affects_benefits,
disabled_children_benefits,
woman_ss

Undefined

--

N

no_kba_info_needed

keeps track of whether any
information needed to be
collected for purposes of
prompting in ka0900

true, false

false

--

N

non_national_transfer

for OCO transfers, controls
OCO-specific prompting

true, false

true

--

N

num_claims

indicates the number of claims
returned by the DB

1, 2, 3

Undefined

--

N

office_hours

'true' means the offices are open, true, false
'false' means they're closed

Undefined

--

N

office_location_entry

indicates the origin of a call to
the Field Office Locator dialog

first, from_card_center, reentry

Undefined

--

N

pamphlet_finished

indicates whether the caller has
indicated they are finished
choosing pamphlets

true, false

true

--

N

pamphlet_get_disability indicates whether the caller
_benefits
wants the receive the pamphlet

true, false

false

--

N

pamphlet_get_disabled pamphlet_get_understanding_ss true, false
_children_benefits

false

--

N

pamphlet_get_number indicates the number of different 0, 1, 2, 3, 4, 5, 6, 7
pamphlets the caller has
requested

Undefined

--

N

pamphlet_get_retireme indicates whether the caller
nt_benefits
wants the receive the pamphlet

false

--

N

name_collect_task

0, 1, 2, 3

indicates the type of name being caller, alternative, maiden
collected - 'caller' = caller's first
and last names; 'alternative' =
caller's alternative name (if any);
'maiden' = mother's maiden
name

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pamphlet_get_survivor indicates whether the caller
_benefits
wants the receive the pamphlet

true, false

false

--

N

pamphlet_get_underst indicates whether the caller
anding_ss
wants the receive the pamphlet

true, false

false

--

N

pamphlet_get_woman_ pamphlet_get_understanding_ss true, false
ss

false

--

N

pamphlet_get_work_aff indicates whether the caller
ects_benefits
wants the receive the pamphlet

false

--

N

true, false

pamphlets_first_time

tracks whether this is the first or true, false
second time through the list

Undefined

--

N

payment_method

indicates how the caller is
expecting to receive their
payment

Undefined

--

N

phone_type

indicates what type of phone the home, work, mobile, attorney,
caller wants to change
other

Undefined

--

N

play_attestation_flag

Identifies if the attestation /OMB true, false
/perjury messages need to be
heard. Y = true and N = false

Undefined

boolean
(true/false)

N

pob_needed

indicates whether we need to
collect the caller's place of birth

true, false

true

--

N

rb_statusCode

Variable returned determines if
the host backend system is
available.

0000, 0150, 0151, 0152, 0226,
0508, 1111, 7777, 8888

Undefined

string

N

rb_statusDescription

Status code text description for
Replacement 1099.

--

Undefined

string

N

true, false

true

--

N

replacement_statement indicates whether the
_deceased
replacement 1099 requested is
for a deceased person

mail, direct_deposit

speak_freely_active

toggle - set by administrator - to true, false
control whether NLU is on or off

Undefined

--

N

spell_name

indicates whether name
collection should be attempted
using spell-only

true, false

true

--

N

ss_card_requested

keeps track of whether the caller true, false
has requested a social security
card

true

--

N

ss_statusCode

--

0000, 0150, 0151, 0152, 7777

Undefined

--

N

ss_statusDescription

--

--

Undefined

--

N

startTime1

start time when emergency

broadcast message 1 should be
played

Undefined

--

N

startTime2

start time when emergency

broadcast message 2 should be
played

Undefined

--

N

startTime3

start time when emergency

broadcast message 3 should be
played

Undefined

--

N

status_collectaddress_ indicates whether zip code is a
zipcode
valid, USPS zip code

valid

Undefined

--

N

statusDescription

--

--

Undefined

--

N

taxActiveFlag

indicator to determine if the tax
information broadcast message
is active or not

--

Undefined

--

N

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taxBroadcastPrompt

The name of the tax information -broadcast wav file

Undefined

--

N

tnrs_checked

keeps track of whether or not the true, false
TNRS database has been
checked

false

--

N

tnrs_db_upfront

Determines if the TNRS
true, false
database should be called prior
to (true), or after (false), the first
name collection.

Undefined

boolean
(true/false)

N

tnrs_firstName

First name, max length 10

--

Undefined

string

N

tnrs_lastName

Last name, max length 13

--

Undefined

string

N

tnrs_otherLastName

Other last name, max length 13

--

Undefined

string

N

tnrs_statusCode

Variable returned determines if
the host backend system is
available.

0000, 0151, 9999

Undefined

string

N

tr_city

--

--

Undefined

string

N

tr_firstName

--

--

Undefined

string

N

tr_lastName

--

--

Undefined

string

N

tr_state

--

--

Undefined

string

N

tr_streetAddress

--

--

Undefined

string

N

tr_zipCode

--

--

Undefined

string

N

transcription_address

holds the collected address to
which material should be sent
from the Transcription dialog

--

Undefined

--

N

--

Undefined

--

N

transcription_transactio indictaes the status of the task in success, failure
n_status
the Transcription dialog

Undefined

--

N

transfer_reason

error, failure

Undefined

--

N

Possible Values

Initial Value

Type

Configurable

1100_zip@CollectAddr -ess_ZipCode

zip

Undefined

--

N

1300_cmd@CollectAd -dress_ZipCode

help

Undefined

--

N

1300_street@CollectA -ddress_ZipCode

poboxnumber, ruralroutenumber, Undefined
streetnamenumber

--

N

1350_apartment@Coll -ectAddress_ZipCode

apt_, bldg_, Undefined
fl_, msc_,
no_apt, ste_,
unit_

--

N

1500_cmd@CollectAd -dress_ZipCode

help

Undefined

--

N

1500_yesno@CollectA -ddress_ZipCode

yes, no

Undefined

--

N

Undefined

ECMAScript
object

N

transcription_form_qua holds the number of forms
ntity
requested by the caller

indicates the reason for caller
transfer

Recognition Variables
Variable Name

Description

address_disambig_me Identifies what the caller chooses office, update_address
nu
in the address disambiguation
menu (update personal address
or find a SS office)
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alt_name_sayandspelll grammar addendum to allow for none
ast
a 'none' option for alternate
name collection ONLY

Undefined

--

N

alt_name_yesno

--

no, yes

Undefined

--

N

application_status_yes -no

no, yes

Undefined

--

N

ask_partd_enrolled_ye -sno

no, repeat, yes

Undefined

--

N

attestation_act_details --

--

Undefined

--

N

attestation_question

--

continue, more_information

Undefined

--

N

backoff_main_menu

--

application_status, cards,
medicare, office_locations,
other_options, repeat, Spanish,
update

Undefined

--

N

backoff_other_options_ -menu

application, benefits_statement, Undefined
direct_deposit, go_back,
proof_of_income, repeat,
something_else

--

N

benefits_application_m -enu

medicare, prescription, repeat,
Undefined
social_security, something_else

--

N

benefits_earnings_men -u

benefits_statement,
proof_of_income,
something_else

Undefined

--

N

benefits_menu

application_status, apply,
direct_deposit, other_options,
payment

Undefined

--

N

benefits_other_options -_menu

earnings_statement, forms,
pamphlets, proof_of_income,
repeat, something_else, update

Undefined

--

N

benefits_statement_en -d_menu

no, repeat, yes

Undefined

--

N

benefits_update_inform -ation_menu

address, direct_deposit, name,
something_else

Undefined

--

N

card_center_location_i -nfo_menu

change, directions, field_office,
finished, repeat

Undefined

--

N

card_center_location_i -nfo_menu@import

change, field_office, finished,
repeat

Undefined

--

N

card_center_location_i -nfo_menu@import

change, field_office, finished,
repeat

Undefined

--

N

card_center_location_i -nfo_menu@import

change, field_office, finished,
repeat

Undefined

--

N

card_center_location_i -nfo_menu@import

change, field_office, finished,
repeat

Undefined

--

N

card_center_needed_y -esno

no, yes

Undefined

--

N

card_menu_medicare

--

new_card, replacement_card,
something_else

Undefined

--

N

card_menu_social_sec -urity

new_card, replacement_card,
something_else, update

Undefined

--

N

cards_update_informati -on_menu

address, both, name,
something_else

Undefined

--

N

cd_account_number

, repeat

Undefined

--

N

--

--

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cd_account_type_men -u

checking, dont_have,
investment, repeat, savings

Undefined

--

N

cd_calling_about_self_ -yesno

no, repeat, yes

Undefined

--

N

cd_effective_asap_yes -no

no, yes

Undefined

--

N

cd_effective_date_men -u

Undefined

--

N

cd_effective_month

april, august, december,
Undefined
february, january, july, june,
march, may, november, october,
september, soon_as_possible

--

N

cd_not_eligible_menu --

more_information

Undefined

--

N

cd_phone_number

phone_number, repeat

Undefined

--

N

cd_phone_type_menu --

attorney, cell, home,
something_else, work

Undefined

--

N

cd_receiving_benefits_ -yesno

no, yes

Undefined

--

N

cd_routing_number

, dont_know,
repeat

Undefined

--

N

cd_type_of_change_m -enu

address, both, phone

Undefined

--

N

check_late_yesno

no, yes

Undefined

--

N

checks_repeat_yesno --

no, repeat, yes

Undefined

--

N

citizenship_msg_yesno --

no, yes

Undefined

--

N

citizenship_question_y -esno

no, yes

Undefined

--

N

cityState@CollectAddr -ess_ZipCode

--

Undefined

--

N

cola_msg_yesno

--

no, yes

Undefined

--

N

colaActiveFlag

indicator to determine if the
message is active or not

--

Undefined

--

N

colaPremiumAmount

cola medicare part b premium
amount

--

Undefined

--

N

colaRate

cost-of-living adjustment rate

--

Undefined

--

N

colaYear

the cost of living adjustment year --

Undefined

--

N

--

--

--

--

collectaddress_apartm -ent_number

--

Undefined

--

N

collectaddress_confirm -_address

yes, no

Undefined

--

N

collectaddress_street_ -address

--

Undefined

--

N

collectaddress_zip

holds collected zip code for
address collection

zip

Undefined

--

N

confirmname

--

no, repeat, yes

Undefined

--

N

corrections@CollectAd -dress_ZipCode

--

Undefined

--

N

coupleResourceMax

--

Undefined

--

N

different_number, finished,

Undefined

--

N

--

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enu

next_claim

cs_multi_last_claim_en -d_menu

different_number, finished,
repeat_claims

Undefined

--

N

cs_no_status_end_me -nu

different_number, finished,
repeat

Undefined

--

N

cs_one_claim_end_me -nu

different_number, finished

Undefined

--

N

cs_repeat_status_yesn -o

no, yes

Undefined

--

N

cs_which_claim_yesno --

no, yes

Undefined

--

N

current_date

--

Undefined

--

N

current_year_question -_yesno

no, yes

Undefined

--

N

deceased_ssn_collecti -on

, dont_know

Undefined

--

N

ECMAScript
object

N

Undefined

--

N

employment_disambig Identifies if the caller needs a
no, yes
_menu_yesno
copy of their work history (yes) or
not (no)

Undefined

boolean
(true/false)

N

ExitReason@CollectAd -dress_ZipCode

Undefined

--

N

Undefined

--

N

today's date

disability_disambig_me Identifies what the caller chooses apply, check, claim_status, else Undefined
in the disability disambiguation
nu
menu (apply for benefits, claim
status, or benefit check)
earnings_menu

firstMonth

--

benefits_statement,
earnings_statement,
proof_of_income,
something_else

Failure, Success

first month of scheduled payment -delivery dates

firstMonth.firstPayment -Date

--

Undefined

--

N

firstMonth.fourthPayme -ntDate

--

Undefined

--

N

firstMonth.secondPaym -entDate

--

Undefined

--

N

firstMonth.ssiPayment -Date

--

Undefined

--

N

firstMonth.thirdPaymen -tDate

--

Undefined

--

N

fol_physicalzipquestion If a Sacramento zip code is
no, repeat, yes
_yesno
entered in FOL determines if the
zip code is for the caller's
physical address.

Undefined

boolean
(true/false)

N

fol_zip_code_collection --

, dont_know

Undefined

--

N

form_for_self_yesno

--

no, yes

Undefined

--

N

forms_general_menu

--

benefits_statement,
earnings_statement,
proof_of_income,
something_else

Undefined

--

N

future_benefits_menu

--

order_form, other_questions,
repeat

Undefined

--

N

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future_benefits_yesno --

no, yes

Undefined

--

N

get_confirmation_numb -er

,
dont_have, more_information,
repeat

Undefined

--

N

get_dob

--

dob

Undefined

--

N

get_form_menu

--

main_menu, office, order_form,
website

Undefined

--

N

get_last_payment_amo -unt

dont_know,
last_payment_amount, repeat

Undefined

--

N

get_pob

--

af_af, af_am, af_ca, af_eu,
Undefined
af_me, af_pa, ak, al, ar, as, az,
ca, co, ct, dc, de, fl, ga, gu, hi, ia,
id, il, in, ks, ky, la, ma, md, me,
mh, mi, mn, mo, mp, ms, mt, nc,
nd, ne, nh, nj, nm, nv, ny, oh, ok,
or, other, pa, pr, pw, repeat, ri,
sc, sd, state, territory, tn, tx, ut,
va, vi, vt, wa, wi, wv, wy

--

N

get_ssn

--

, repeat

Undefined

--

N

help_with_drug_costs_ -yesno

no, yes

Undefined

--

N

individualResourceMax --

--

Undefined

--

N

internet_address_men -u

details, problem, repeat

Undefined

--

N

internet_information_ye -sno

no, yes

Undefined

--

N

language_selection

--

spanish

Undefined

--

N

late_payment_exit_yes -no

no, yes

Undefined

--

N

late_payment_menu

--

direct_deposit, mail, not_sure,
repeat

Undefined

--

N

main_menu

--

1099_benefits_statement,
Undefined
aca_info, address_general,
agent, benefits_application,
benefits_general, benefits_other,
benefits_verification,
cards_general,
change_of_address, checks,
citizenship_general,
claims_status_general,
claims_status_new,
cost_of_living_adjustment,
direct_deposit,
disability_application,
disability_benefits_general,
earnings_statement,
employment_general,
field_office_locator,
forms_general, general,
internet_general, main_menu,
medicare,
medicare_replacement_card,
myssa_helpdesk,
name_or_address_verify,
payment_late, repeat,
replacement_general,
representative_payee,
retirement_application,
social_security_application,

--

N

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social_security_card_general,
social_security_number_verificati
on,
social_security_replacement_car
d, spanish, ssi_application,
supplemental_security_income,
survivor_application,
tax_general,
transcription_pamphlets,
transfer_appeal_new,
transfer_appointment,
transfer_back_payment,
transfer_balance,
transfer_benefits_problem,
transfer_billing, transfer_birth,
transfer_cancel,
transfer_case_change,
transfer_check_deductions,
transfer_check_replacement,
transfer_child_support,
transfer_circuit_breaker,
transfer_claims_medicare,
transfer_claims_new,
transfer_college,
transfer_complaint,
transfer_death,
transfer_debit_card,
transfer_dependent,
transfer_disability,
transfer_divorce,
transfer_earnings_general,
transfer_eligibility,
transfer_employment_change,
transfer_fax,
transfer_food_stamps,
transfer_forms_w2,
transfer_fraud, transfer_housing,
transfer_insurance,
transfer_legal, transfer_letter,
transfer_license, transfer_loans,
transfer_marriage,
transfer_military_service,
transfer_password,
transfer_payment_amount,
transfer_payment_arrangement,
transfer_payment_over,
transfer_payment_stop,
transfer_pension,
transfer_refund,
transfer_retirement,
transfer_return_call,
transfer_ssi_change,
transfer_tax_withholding,
update_information

medicare_apply_menu --

no, yes

Undefined

--

N

medicare_enroll_msg_ -yesno

no, yes

Undefined

--

N

medicare_information_ -yesno

no, yes

Undefined

--

N

medicare_subsidy_ms -g_yesno

no, yes

Undefined

--

N

no_relationship_end_m -enu

no, yes

Undefined

--

N

not_eligible_details_ye --

no, yes

Undefined

--

N

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sno
office_directions_menu --

change, finished, repeat

Undefined

--

N

office_location_info_m -enu

change, directions, finished,
repeat

Undefined

--

N

office_location_info_m -enu@import

change, finished, repeat

Undefined

--

N

office_location_info_m -enu@import

change, finished, repeat

Undefined

--

N

office_location_info_m -enu@import

change, finished, repeat

Undefined

--

N

office_location_info_m -enu@import

change, finished, repeat

Undefined

--

N

order_drug_help_form_ -yesno

no, yes

Undefined

--

N

paperwork_details

skip_it

Undefined

--

N

paperwork_end_menu --

continue, privacy_act, repeat

Undefined

--

N

payee_become_menu --

finished, office, payee_options,
repeat

Undefined

--

N

payee_change_menu

--

office, payee_options, repeat

Undefined

--

N

payee_misuse_menu

--

finished, payee_options, repeat

Undefined

--

N

payee_options, repeat

Undefined

--

N

perjury_message_yesn Determines if the caller agrees to no, yes
o
the perjury message.

Undefined

boolean
(true/false)

N

person_living_yesno

--

no, repeat, yes

Undefined

--

N

privacy_details

--

skip_it

Undefined

--

N

privacy_end_menu

--

--

payee_program_menu --

continue, paperwork_act, repeat Undefined

--

N

receiving_benefits_yes -no

no, yes

Undefined

--

N

remove_phone_menu --

change, remove

Undefined

--

N

rep_payee_menu

become, change, misuse,
Undefined
program, report, something_else

--

N

--

replacement_disambig Identifies what the caller chooses 1099, card, else
_menu
in the replacement
disambiguation menu (1099,
card, something_else)

Undefined

ECMAScript
object

N

replacement_medicare -_card_yesno

no, yes

Undefined

--

N

replacement_statement -_end_menu

no, yes

Undefined

--

N

result

generic recognition variable

continue, insurance, repeat, help, Undefined
main_menu, no, yes

--

N

sayandspellfirst

--

Undefined

--

N

sayandspellfirst_tnrs

grammar compiled from tnrs hit

Undefined

--

N

sayandspelllast_tnrs

grammar compiled from tnrs hit

Undefined

--

N

Undefined

--

N

sayandspelllastalternat an alternate say and spell last
, none
e
name grammarb with the
addition of the 'dont_know' option
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secondMonth

second month of scheduled
payment delivery dates

03/23/2020
--

Undefined

--

N

secondMonth.firstPaym -entDate

--

Undefined

--

N

secondMonth.fourthPa -ymentDate

--

Undefined

--

N

secondMonth.secondP -aymentDate

--

Undefined

--

N

secondMonth.ssiPaym -entDate

--

Undefined

--

N

secondMonth.thirdPay -mentDate

--

Undefined

--

N

social_security_card_m -enu

documents, get_form,
help_with_form, office, repeat,
something_else, submit_form

Undefined

--

N

spellfirst

--

Undefined

--

N

spellfirst_tnrs

grammar compiled from tnrs hit

Undefined

--

N

spelllast

--

Undefined

--

N

spelllast_tnrs

grammar compiled from tnrs hit

Undefined

--

N

ss5verify_msg_yesno

--

no, yes

Undefined

--

N

ssColaPaymentDate

COLA social security payment
date

--

Undefined

--

N

ssi_menu

--

apply, citizenship, problem,
repeat

Undefined

--

N

ssiColaPaymentDate

COLA SSI payment date

--

Undefined

--

N

ssn_verify_menu

Identifies the caller option in the finished, office, repeat
Social Security verification menu.

Undefined

ECMAScript
object

N

Status@CollectAddres -s_ZipCode

Valid

Undefined

--

N

submit_form_yesno

--

no, yes

Undefined

--

N

supporting_documents -_final_yesno

no, yes

Undefined

--

N

supporting_documents menu of options for supporting
finished, keep_going, repeat
_nonfinal_menu
dox message, NOT last message

Undefined

--

N

taxAmount1SelfEmp

self-employed minimum net profit -amount

Undefined

--

N

taxAmount2MaxTax

maximum taxable amount

--

Undefined

--

N

taxAmount3MaxSs

maximum Social Security tax
withheld

--

Undefined

--

N

taxes_msd_yesno

--

no, yes

Undefined

--

N

taxMsgEndTime

end time when tax information
broadcast message should be
played

--

Undefined

--

N

taxMsgStartTime

start time when tax information
broadcast message should be
played

--

Undefined

--

N

taxRate1ContEe

contribution rate for employees

--

Undefined

--

N

taxRate2ConSelfEmp

--

--

Undefined

--

N

taxRate3SsTax

Social Security tax rate

--

Undefined

--

N

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taxRate4MedTax

Medicare tax rate

--

Undefined

--

N

taxYear

--

--

Undefined

--

N

TNRS_get_name

grammar, constructed from
, repeat
TNRS DB hit, collects caller's full
name

Undefined

--

N

tr_confirm_address_ye -sno

no, yes

Undefined

--

N

tr_get_pamphlet_menu --

finished, no, repeat, skip, yes

Undefined

--

N

tr_how_many_forms_m -enu

1, 10, 11, 12, 13, 14, 15, 2, 3, 4, Undefined
5, 6, 7, 8, 9, repeat

--

N

tr_pamphlet_more_cho -ices_yesno

no, repeat, yes

Undefined

--

N

web_instructions_yesn -o

no, yes

Undefined

--

N

which_act_details

--

both, neither, paperwork_act,
privacy_act

Undefined

--

N

which_card_menu

--

both, medicare, social_security,
something_else

Undefined

--

N

Appendix B: Grammar Mapping Table
main
Node Name

Possible Values

Key

Grammar Slot

mm0110_LanguageSelection_ language_selection
DM

spanish

result

dm_root

mm0120_RecordingMsg_DM language_selection

spanish

result

dm_root

mm0171_ACAMainMenu_DM result

insurance, continue

result

dm_root

mm0173_ACAWrapMenu_DM result

repeat, continue

result

dm_root

mm0181_MySSMainMenu_D result
M

help, continue

result

dm_root

mm0184_MySSWrapMenu_D result
M

repeat, main_menu

result

dm_root

mm0210_SFMainMenu_DM

address_general, benefits_application,
result
claims_status_general, transfer_appeal_new,
benefits_general, transfer_appointment,
transfer_back_payment, transfer_balance,
transfer_benefits_problem, transfer_birth,
transfer_cancel, cards_general,
medicare_replacement_card,
social_security_card_general, change_of_address,
checks, transfer_case_change,
transfer_check_replacement, transfer_ssi_change,
cost_of_living_adjustment, general,
transfer_check_deductions, transfer_child_support,
transfer_circuit_breaker, transfer_claims_medicare,
transfer_college, transfer_complaint,
transfer_death, transfer_debit_card, direct_deposit,
disability_benefits_general, earnings_statement,
transfer_dependent, transfer_disability,
transfer_divorce, transfer_earnings_general,
1099_benefits_statement, employment_general,
field_office_locator, forms_general,
transfer_eligibility, transfer_employment_change,

dm_root

Nuance Communications

Recognition Variable

main_menu

Social Security Administration
CONFIDENTIAL

Page 440 of 446

User Interface Specification

Version: 9.37

SSA_ATT_Care2020_N8NN

03/23/2020
transfer_fax, transfer_food_stamps, transfer_fraud,
transfer_housing, internet_general, medicare,
payment_late, tax_general,
transcription_pamphlets, transfer_insurance,
transfer_legal, transfer_letter, transfer_license,
transfer_loans, transfer_marriage, agent,
benefits_verification, claims_status_new,
name_or_address_verify, transfer_military_service,
transfer_password, transfer_payment_amount,
transfer_payment_arrangement,
transfer_payment_over, transfer_payment_stop,
transfer_pension, replacement_general,
representative_payee,
social_security_number_verification,
supplemental_security_income, transfer_refund,
transfer_retirement, transfer_return_call,
transfer_tax_withholding, spanish,
transfer_forms_w2, update_information,
transfer_claims_new, citizenship_general,
transfer_billing, repeat, main_menu,
social_security_application, disability_application,
retirement_application, ssi_application,
survivor_application,
social_security_replacement_card, aca_info,
myssa_helpdesk, benefits_other

mm0303_AskRepeatCola_DM cola_msg_yesno

no, yes

result

dm_root

mm0327_ExpressCallService result
_DM

yes, no

result

dm_root

mm0329_AnythingElse_DM

yes, no

result

dm_root

no, yes

result1

dm_root

mm0430_AddressDisambig_D address_disambig_menu office, update_address
M

result

dm_root

mm0450_EmploymentDisamb employment_disambig_ no, yes
ig_DM
menu_yesno

result

dm_root

mm0460_SSNVerification_DM ssn_verify_menu

result

dm_root

mm0440_DisabilityDisambig_ disability_disambig_men apply, check, claim_status, else
DM
u

result

dm_root

mm0470_ReplacementDisam replacement_disambig_ 1099, card, else
big_DM
menu

result

dm_root

mm0410_AskRepeatTaxes_D cola_msg_yesno
M

no, yes

result

dm_root

mm0600_BackoffMainMenu_ backoff_main_menu
DM

cards, medicare, application_status,
office_locations, other_options, update, repeat,
Spanish

result

dm_root

mm0610_BackoffOtherOption backoff_other_options_m application, benefits_statement, direct_deposit,
result
sMenu_DM
enu
proof_of_income, something_else, go_back, repeat

dm_root

mm0700_Benefits_DM

apply, application_status, direct_deposit, payment, result
other_options

dm_root

mm0800_BenefitsApplication benefits_application_me medicare, social_security, something_else, repeat, result
Menu_DM
nu
prescription

dm_root

mm0810_ApplicationStatusQu application_status_yesno no, yes
estion_DM

result

dm_root

mm0900_BenefitsMoreOption benefits_other_options_ something_else, update, earnings_statement,
s_DM
menu
forms, pamphlets, proof_of_income, repeat

result

dm_root

mm0910_UpdatePersonalInfo benefits_update_informa address, name, something_else, direct_deposit
_DM
tion_menu

result

dm_root

result

mm0420_AddressVerifyMsg_ ss5verify_msg_yesno
DM

Nuance Communications

benefits_menu

office, finished, repeat

Social Security Administration
CONFIDENTIAL

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User Interface Specification

Version: 9.37

SSA_ATT_Care2020_N8NN

03/23/2020

mm1100_SocialSecurityCards card_menu_social_secur new_card, replacement_card, something_else,
Menu_DM
ity
update

result

dm_root

mm1110_UpdatePersonalInfo cards_update_informatio address, name, something_else, both
_DM
n_menu

result

dm_root

mm1105_MedicareCardsMen card_menu_medicare
u_DM

result

dm_root

result

dm_root

mm1220_InternetInformation_ internet_information_yes no, yes
DM
no

result

dm_root

mm1300_WhichCard_DM

result1

dm_root

mm1430_SocialSecurityCard social_security_card_me documents, get_form, help_with_form,
Menu_DM
nu
submit_form, office, something_else, repeat

result

dm_root

mm1500_CitizenshipQuestion citizenship_question_yes no, yes
_DM
no

result

dm_root

mm1520_GetForm_DM

mm1210_InternetAddress_D
M

new_card, replacement_card, something_else

internet_address_menu details, problem, repeat

which_card_menu

get_form_menu

both, medicare, social_security, something_else

result

dm_root

mm1510_CitizenDocumentsM supporting_documents_n finished, keep_going, repeat
sgPart1_DM
onfinal_menu

result

dm_root

mm1512_CitizenDocumentsM supporting_documents_fi no, yes
sgPart2_DM
nal_yesno

result

dm_root

mm1515_NonCitizenDocume supporting_documents_n finished, keep_going, repeat
ntsMsgPart1_DM
onfinal_menu

result

dm_root

mm1517_NonCitizenDocume supporting_documents_n finished, keep_going, repeat
ntsMsgPart2_DM
onfinal_menu

result

dm_root

mm1519_NonCitizenDocume supporting_documents_fi no, yes
ntsMsgPart3_DM
nal_yesno

result

dm_root

mm1530_WebsiteInstructions web_instructions_yesno no, yes
_DM

result

dm_root

mm1600_SubmitForm_DM

no, yes

result

dm_root

no, yes

result

dm_root

mm1720_MedicareEnrollMsg_ medicare_enroll_msg_ye no, yes
DM
sno

result

dm_root

mm1730_MedicareDrugQuest medicare_information_ye no, yes
ion_DM
sno

result

dm_root

mm1740_MedicareSusidyMsg medicare_subsidy_msg_ no, yes
_DM
yesno

result1

dm_root

mm1750_AskPartD_DM

result

dm_root

mm1760_HelpWithDrugCosts help_with_drug_costs_y no, yes
_DM
esno

result

dm_root

mm1710_ReplacementCardQ replacement_medicare_c no, yes
uestion_DM
ard_yesno

result

dm_root

mm1770_OrderDrugFormQue order_drug_help_form_y no, yes
stion_DM
esno

result

dm_root

mm1800_SSIMenu_DM

submit_form_yesno

mm1700_MedicareApplyMenu medicare_apply_menu
_DM

office, order_form, main_menu, website

ask_partd_enrolled_yesn no, yes, repeat
o

apply, citizenship, problem, repeat

result

dm_root

mm1810_CitizenshipMsg_DM citizenship_msg_yesno

ssi_menu

no, yes

result

dm_root

mm1905_Checks_DM

no, yes, repeat

result

dm_root

direct_deposit, mail, not_sure, repeat

result

dm_root

checks_repeat_yesno

mm1910_LatePaymentMenu_ late_payment_menu
DM
Nuance Communications

Social Security Administration
CONFIDENTIAL

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User Interface Specification

Version: 9.37

SSA_ATT_Care2020_N8NN

03/23/2020

mm1940_LatePaymentExit_D late_payment_exit_yesn no, yes
M
o

result

dm_root

mm1900_ReceivingBenefits_ receiving_benefits_yesn no, yes
DM
o

result

dm_root

mm1907_LatePaymentQuesti check_late_yesno
on_DM

result1

dm_root

mm2000_ReceivingBenefits_ receiving_benefits_yesn no, yes
DM
o

result

dm_root

mm2010_BenefitsEarnings_D benefits_earnings_menu benefits_statement, proof_of_income,
M
something_else

result

dm_root

mm2030_OtherQuestions_DM future_benefits_yesno

no, yes

result

dm_root

mm2040_FutureBenefits_DM future_benefits_menu

order_form, other_questions, repeat

result

dm_root

mm2100_RepPayeeMenu_D rep_payee_menu
M

become, change, misuse, program, report,
something_else

result

dm_root

mm2110_ProgramMsg_DM

payee_program_menu

payee_options, repeat

result

dm_root

mm2120_ChangeMsg_DM

payee_change_menu

office, payee_options, repeat

result

dm_root

mm2200_BecomePayee_DM payee_become_menu

office, payee_options, finished, repeat

result

dm_root

mm2210_PayeeMisuse_DM

payee_options, finished, repeat

result

dm_root

mm2300_FormsGeneral_DM forms_general_menu

benefits_statement, proof_of_income,
earnings_statement, something_else

result

dm_root

mm2400_EarningsMenu_DM earnings_menu

proof_of_income, something_else,
benefits_statement, earnings_statement

result

dm_root

payee_misuse_menu

no, yes

AddressOSDM
Node Name

Recognition Variable

Possible Values

Key

Grammar Slot

ad0110_zipcode_DM

collectaddress_zip

zip

zip

dm_root

ad0140_FullAddress_DM

1300_street@CollectAdd ruralroutenumber, streetnamenumber,
ress_ZipCode
poboxnumber

street

dm_root

ad0150_SecondaryAddress_ 1350_apartment@Collec no_apt, apt_, bldg_,
DM
tAddress_ZipCode
fl_, msc_, ste_,
unit_

apartment

dm_root

ad0200_ConfirmFull_DM

collectaddress_confirm_ no, yes
address

yesno

dm_root

Node Name

Recognition Variable

Possible Values

Key

Grammar Slot

--

--

--

--

--

Recognition Variable

Possible Values

Key

Grammar Slot

ca0220_ReceivingBenefits_D cd_receiving_benefits_y no, yes
M
esno

result

dm_root

ca0260_CallingAboutSelf_DM cd_calling_about_self_ye no, yes, repeat
sno

result

dm_root

ca0230_NotEligible_DM

result

dm_root

ca0240_NotEligibleDetails_D not_eligible_details_yesn no, yes
M
o

result

dm_root

ca0310_TypeOfChange_DM

result

dm_root

BenefitsVerification

ChangeOfAddress
Node Name

Nuance Communications

cd_not_eligible_menu

more_information

cd_type_of_change_men address, both, phone
Social Security Administration
CONFIDENTIAL

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User Interface Specification

Version: 9.37

SSA_ATT_Care2020_N8NN

03/23/2020
u

ca0410_TypeOfPhone_DM

cd_phone_type_menu

attorney, home, cell, something_else, work

result

dm_root

phone_number, repeat

result

dm_root

ca0430_COAEffectiveASAP_ cd_effective_asap_yesn no, yes
DM
o

result

dm_root

ca0435_EffectiveDate_DM

ca0420_CollectPhoneNumber cd_phone_number
_DM

cd_effective_date_menu

result

dm_root

change, remove

result

dm_root

Possible Values

Key

Grammar Slot

cs0120_ConfirmationNumber_ get_confirmation_numbe , dont_have,
DM-DELETED
r
more_information, repeat

result

dm_root

cs0210_WhichClaim_DM

cs_which_claim_yesno

result

dm_root

cs0240_OneClaimEnd_DM

cs_one_claim_end_men different_number, finished
u

result

dm_root

cs0250_MultiClaimEnd_DM

cs_multi_claim_end_me different_number, finished, next_claim
nu

result

dm_root

cs0230_RepeatStatus_DM

cs_repeat_status_yesno no, yes

result

dm_root

cs0260_NoStatusEnd_DM

cs_no_status_end_menu different_number, finished, repeat

result

dm_root

result

dm_root

Key

Grammar Slot

dd0220_ReceivingBenefits_D cd_receiving_benefits_y no, yes
M
esno

result

dm_root

dd0260_CallingAboutSelf_DM cd_calling_about_self_ye no, yes, repeat
sno

result

dm_root

dd0430_AccountType_DM

cd_account_type_menu checking, dont_have, investment, savings, repeat

result

dm_root

dd0410_EffectiveMonth_DM

cd_effective_month

april, august, december, february, january, july,
result
june, march, may, november, october, september,
soon_as_possible

dm_root

dd0440_CollectRoutingNumb cd_routing_number
er_DM

, dont_know, repeat

result

dm_root

dd0450_CollectAccountNumb cd_account_number
er_DM

, repeat

result

dm_root

result

dm_root

ca0400_RemoveOrChangePh remove_phone_menu
one_DM

ClaimStatusRequests
Node Name

Recognition Variable

no, yes

cs0270_MultiLastClaimEnd_D cs_multi_last_claim_end different_number, finished, repeat_claims
M
_menu

DirectDeposit
Node Name

Recognition Variable

Possible Values

dd0400_DDEffectiveASAP_D cd_effective_asap_yesn no, yes
M
o

FieldOfficeLocator
Node Name

Recognition Variable

Possible Values

Key

Grammar Slot

fl0100_GetZipCode_DM

fol_zip_code_collection

, dont_know

result

dm_root

fl0120_OfficeLocationInfo_DM office_location_info_men change, finished, repeat
u@import

result

dm_root

fl0105_CardCenterNeededQu card_center_needed_ye no, yes
estion_DM
sno

result

dm_root

Nuance Communications

Social Security Administration
CONFIDENTIAL

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User Interface Specification

Version: 9.37

SSA_ATT_Care2020_N8NN
fl0125_CardCenterInfo_DM

03/23/2020
card_center_location_inf change, finished, field_office, repeat
o_menu@import

result

dm_root

Possible Values

Key

Grammar Slot

ka0210_AttestationQuestion_ attestation_question
DM

continue, more_information

result

dm_root

ka0225_WhichActDetails_DM which_act_details

both, paperwork_act, privacy_act, neither

result

dm_root

ka0230_PrivacyActDetails_D privacy_details
M

skip_it

result

dm_root

ka0240_PaperworkActDetails paperwork_details
_DM

skip_it

result

dm_root

ka0250_PrivacyEndMenu_DM privacy_end_menu

continue, paperwork_act, repeat

result

dm_root

ka0260_PaperworkEndMenu_ paperwork_end_menu
DM

continue, privacy_act, repeat

result

dm_root

ka0270_PerjuryMessage_DM perjury_message_yesno no, yes

result

dm_root

ka0310_GetSSN_DM

, repeat

result

dm_root

ka0355_TNRSGetName_DM TNRS_get_name

, repeat

result

dm_root

ka0410_AltNameQuestion_D alt_name_yesno
M

no, yes

result

dm_root

ka0510_GetDOB_DM

dob

result

dm_root

other, state, territory, ak, al, as, az, af_af, af_am,
result
af_ca, af_eu, af_me, af_pa, ar, ca, co, ct, dc, de, fl,
ga, gu, hi, ia, id, il, in, ks, ky, la, ma, md, me, mh,
mi, mn, mo, mp, ms, mt, nc, nd, ne, nh, nj, nm, nv,
ny, oh, ok, or, pa, pr, pw, ri, sc, sd, tn, tx, ut, va, vi,
vt, wa, wi, wv, wy, repeat

dm_root

KnowledgeBasedAuthentication
Node Name

Recognition Variable

get_ssn

get_dob

ka0710_GetPlaceOfBirth_DM get_pob

ka0810_GetLastPaymentAmo get_last_payment_amou last_payment_amount, dont_know, repeat
unt_DM
nt

result

dm_root

MedicareReplacementCard
Node Name

Recognition Variable

Possible Values

Key

Grammar Slot

--

--

--

--

--

Recognition Variable

Possible Values

Key

Grammar Slot

na0120_SayAndSpellFirst_D sayandspellfirst
M

result

dm_root

na0120_SayAndSpellFirst_D sayandspellfirst_tnrs
M

result

dm_root

na0130_SayAndSpellLast_D
M

sayandspelllast_tnrs

result1

dm_slot1

na0130_SayAndSpellLast_D
M

alt_name_sayandspelllas none
t

result2

dm_slot2

na0140_SpellFirst_DM

spellfirst

result

dm_root

na0140_SpellFirst_DM

spellfirst_tnrs

result1

dm_slot1

na0150_SpellLast_DM

spelllast

result

dm_root

NameOSDM
Node Name

Nuance Communications

Social Security Administration
CONFIDENTIAL

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User Interface Specification

Version: 9.37

SSA_ATT_Care2020_N8NN

03/23/2020

na0150_SpellLast_DM

spelllast_tnrs

result1

dm_slot1

na0200_ConfirmName_DM

confirmname

no, yes, repeat

result

dm_root

Possible Values

Key

Grammar Slot

rb0130_1099JanuaryEnd_DM replacement_statement_ no, yes
end_menu

result

dm_root

rb0110_CurrentYearQuestion current_year_question_y no, yes
_DM
esno

result

dm_root

rb0310_FormForSelf_DM

form_for_self_yesno

no, yes

result

dm_root

rb0320_PersonLiving_DM

person_living_yesno

no, yes, repeat

result

dm_root

rb0330_DeceasedSocial_DM deceased_ssn_collection , dont_know

result

dm_root

rb0420_NoRelationshipEnd_D no_relationship_end_me no, yes
M
nu

result

dm_root

rb0440_BenefitsStatementEn benefits_statement_end_ no, yes, repeat
dMenu_DM
menu

result

dm_root

Key

Grammar Slot

result

dm_root

tr0200_AskHowManyForms_ tr_how_many_forms_me 1, 10, 11, 12, 13, 14, 15, 2, 3, 4, 5, 6, 7, 8, 9,
DM
nu
repeat

result

dm_root

tr0310_UnderstandingSS_DM tr_get_pamphlet_menu

no, yes, finished, skip, repeat

result

dm_root

tr0320_RetirementBenefits_D tr_get_pamphlet_menu
M

finished, no, skip, yes, repeat

result1

dm_root

tr0330_DisabilityBenefits_DM tr_get_pamphlet_menu

finished, no, skip, yes, repeat

result1

dm_root

tr0340_SurvivorBenefits_DM

tr_get_pamphlet_menu

finished, no, skip, yes, repeat

result1

dm_root

tr0420_DisabledChildrenBene tr_get_pamphlet_menu
fits_DM

finished, no, skip, yes, repeat

result1

dm_root

tr0430_WomanSS_DM

tr_get_pamphlet_menu

finished, no, skip, yes, repeat

result1

dm_root

tr0410_WorkAffectsBenefits_ tr_get_pamphlet_menu
DM

finished, no, skip, yes, repeat

result1

dm_root

result

dm_root

ReplacementBenefitStatement
Node Name

Recognition Variable

Transcription
Node Name

Recognition Variable

tr0120_ConfirmAddress_DM

tr_confirm_address_yesn no, yes
o

tr0540_MoreChoices_DM

Nuance Communications

Possible Values

tr_pamphlet_more_choic no, yes, repeat
es_yesno

Social Security Administration
CONFIDENTIAL

Page 446 of 446