Monthly Wage Reporting Call Flow Document - Current

Monthly Wage Reporting Call Flow

Monthly Wage Reporting Call Flow Document

Monthly Wage Reporting Transaction
1. The application shall support the ability to capture the following from the caller:
a.
Social Security Number
b.
First name
c.
Last name
d.
Other last name
e.
Date of birth
f.
Wage earner’s social security number
g.
Monthly wage

1.

Greeting

The caller has the option to listen to the entire Privacy Act message or to skip it.

2.

Collect Reporting Month
“Please note, we are ONLY able to accept wage reports for the entire month
of….. (ex. April).
Each month you should be reporting the total gross wages received in the
PREVIOUS month. If you need to report wages received this month, you’ll
need to call back on or after….. (ex. May 1st).
To report wages for any other time period, you’ll need to contact your local
social security office.”

3.

Social Security Number Capture

1. The application shall prompt the caller for their nine (9) digit social security number.

2. Confirmation of the social security number shall follow the standard confidence path
functionality described in the Confidence Path section.
Correct?>

Monthly Wage Reporting Call Flow Document

3. If the application fails to recognize the social security number within the maximum
number of retries, the application shall fail and prompt the caller to try again later.
4. The application shall prompt the caller if they are the wage earner.
5. If the caller is not the wage earner, the application shall prompt the caller for the
wage earner’s social security number.
6. Confirmation of the social security number shall follow the standard confidence path
functionality described in the Confidence Path section.
7. If the application fails to recognize the social security number within the maximum
number of retries, the application shall fail and prompt the caller to try again later.

4.

Name Capture

1. The application shall attempt to identify the caller’s name using Reverse Automatic
Number Identification (ANI) lookup.

2. If ANI lookup is successful, the application shall prompt the caller to confirm the
identified name.

3. If the caller confirms the name portion of the ANI lookup data, the confirmed name
shall be used.
4. If the caller does not confirm the name portion of the ANI lookup data, the
application shall prompt for a new name.

5. The application shall prompt the caller to say and spell the first name.

6. Confirmation of the first name shall follow the standard confidence path functionality
described in the Confidence Path section.
. Is that correct?>
7. If the first name is not recognized on or before the third attempt, the application shall
fail and prompt the caller to try again later.
8. The application shall prompt the caller to say and spell last name.

Monthly Wage Reporting Call Flow Document

9. Confirmation of the last name shall follow the standard confidence path functionality
described in the Confidence Path section.
. Is that correct?>
10. If the last name is not recognized on or before the third attempt, the application shall
fail and prompt the caller to try again later.
11. During confirmation, Voice Portal shall use text-to-speech (TTS) to playback the
captured name.
12. The application shall prompt the caller if they have another last name (i.e.
professional or maiden name).

13. If the caller has a secondary last name, the application shall prompt the caller to say
and spell the other last name.

14. Confirmation of the last name shall follow the standard confidence path functionality
described in the Confidence Path section.
. Is that correct?>
15. If the last name is not recognized on or before the third attempt, the application shall
fail and prompt the caller to try again later.
16. During confirmation, Voice Portal shall use text-to-speech (TTS) to playback the
captured name.

5.

Date of Birth Capture

1. The application shall prompt the caller to say their date of birth.

2. Confirmation of birth date shall follow the standard confidence path functionality
described in the Confidence Path section.
. Is that correct?>
3. During confirmation, Voice Portal shall use TTS to playback the birth date.

Monthly Wage Reporting Call Flow Document

4. If the birth date is not recognized on or before the third attempt, the application shall
fail and prompt the caller to try again later.

6.

Social Security Number Capture

1. The application shall prompt the caller if they are the wage earner.

2. If the caller is not the wage earner, the application shall prompt the caller for the
wage earner’s social security number.

3. Confirmation of the social security number shall follow the standard confidence path
functionality described in the Confidence Path section.
. Correct?>
4. The information collected is submitted to SSA to be authenticated against the
Numident file.

5. If the application fails to recognize the social security number within the maximum
number of retries, the application shall fail and prompt the caller to try again later.

7.

Monthly Wage Amount

1. The application shall prompt the caller for the previous month’s wages.
Please tell me the total gross wages paid in
dollars and cents in the entire month of .
2. Confirmation of the previous month’s wages shall follow the standard confidence
path functionality described in the Confidence Path section.
Correct?>
3. If the application fails to recognize the wage amount within the maximum number of
retries, the application shall fail and prompt the caller to try again later.

8. Submit to SSA
1. The system will submit the data to SSA.

2. If accepted, confirmation message is played.

Monthly Wage Reporting Call Flow Document

.
3. If accepted after cutoff message, confirmation message is played.
. Because we received the report after
the wages you reported today may not be
reflected in a future SSI payment. We will mail a notice if there are changes to
the payment amount explaining these changes and your right to appeal.
Please report the total gross wages paid in the entire month of between and .
4. This reminder message is only played once, the first time caller reaches success
message.
You can now sign up online to receive a monthly wage reporting reminder via
e-mail or text message at www.socialsecurity.gov/ssiwagereporting/ . To hear
that again, say ‘repeat’.
5. If the application fails to recognize the wage amount within the maximum number of
retries, the application shall fail and prompt the caller to try again later.
If you have submitted the same information more than once,
and have been unsuccessful, please contact your local field office. Goodbye>

9. Report Another Wage Earner?
1. The application will ask the reporter if they want to report wages for another
individual.

2. A response will begin the process again at Step 6.
3. End the call.

Monthly Wage Reporting Call Flow Document