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Request for Internet Services-Authentication; Automated Telephone Speech Technology-Authentication (Telephone)
ICR 200911-0960-012 · OMB 0960-0596 · Object 14719001.
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Social Security Administration Change of Address / Direct Deposit User Interface Specification Last Saved: 23 Feb 2009 Global BBN Findings Effort Transfer of Voice Data Collection Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. 2.31 Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential Document History Date Spec App Summary of Changes Revised by 12/06/04 1.0 1.0 Initial version for review of sample calls and basic global specifications. The top-level routing application is not here yet. Paul Sawyer 12/10/04 1.1 1.0 Added top-level application tables. The tables are complete, but there is not yet text for retry, timeout, and help prompts. Paul Sawyer 12/15/04 1.2 1.0 After first review. System timeout changed to 15 minutes. Prompt wording: 1040-Initial: retirement, survivor, disability. 1100-Help1: add that routing number is usually on left. 1200-Initial: “say xxx or press nnn” 1310-Initial and 1410-Initial: change “issued” to “set up” Other changes: 1370 COAdone renamed to just “done” 1450: several fixes relating to changing it to DD rather COA 1460 renamed to DDcheckstatus 1310 changes to Voice Menu rather than Yes/No to allow other responses. Paul Sawyer 12/17/04 1.3 1.0 12/21/04 1.4 1.0 Several DMs added to check and handle system and operator availability, and details of max retries and timeouts, and global commands: 0010, 0020, 2010, 2100, 2110, 2211, 2212, 2213. 1200 goes away, replaced in function by 2010. Add prompt text for retry, timeout, and help prompts. These prompts are NOT flagged with Word revision marking. A few other minor corrections ARE flagged. Minor changes based on review: * Change “insurance” to “income” in 1050. * Clarify that saying Question repeatedly gets the same Help text each time (intro to section 5.2). * Fill in the list of U.S. territories in 1060. * Fill in password process in new 1032. Paul Sawyer Paul Sawyer One major change: Move the question about password to the beginning of the interaction, so that the correct service can be pinged as early as possible. Remove 1310, 1410. Replace them with internal branch tests. Add new 1032 to ask the password question, and 1038 to introduce the remaining questions. The ping and check now happens in 1034, 1035, and 1036. This document is a User-Interface specification The purpose of this document is to lay out the user-interface in all its detail. Readers of this document are assumed to also have read the requirements specification and to have an understanding of the purpose of the application. Copyright © 2009 Nuance Communications, Inc., DialogModules™ is a trademark of Nuance Communications, Inc. Nuance Communications, Inc. / 1 Wayside Road / Burlington MA 01803 / U.S.A. User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 2 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential 01/06/05 1.5 1.0 Correct the flow out of 1030 – don’t ask if caller has password if we already know they do. Minor fixes to prompt styles and text. Filled in list of current and former U.S. territories. Eliminate redundant DMs: 1400, 1410, 1420, 1430, 1440, 1460. Added Requirement IDs to all conditionals and to conditions within PlayPrompts and DB accesses. Paul Sawyer 01/28/05 1.6 1.0 Minor tweaks Correct the table and text in section 4.1 regarding timeouts and retries. Paul Sawyer 03/01/05 1.7 1.0 Fix prompt text changed during recording. Paul Sawyer 03/04/05 1.8 1.0 Revised Requirement IDs in 1010, 1020, 1030, 1038, 1300, 1310, 1340, 1360, 1500, 2010, 2100, 2110 Steven Ligi 03/09/05 2.0 1.0 1. Remove references to audio icons. They will not be used. Paul Sawyer 2. Add spacer silence prompts wherever multiple prompts are to be played. (1030, 1100, 1090, 1110) 3. Add success prompts to 1032. 4. Remove “yes or no” from 1050 Initial. 5. Add success prompt for “yes” in 1060. 04/12/05 2.1 1.0 Changes following user testing. Paul Sawyer 1. Change 1120 to a play prompt that always transfers to 2100 for an agent if one is available. 2. Improve prompt wording in 2110, 2211. 3. Remove “Goodbye” as a global command. Recognize it only in ???? 4. Refer to “agent” everywhere instead of “representative”. 5. Add ‘retirement’ etc. to grammar for 1040 in case a caller says one of those instead of simply ‘yes’. 04/21/05 2.2 1.0 Change following review of previous version. Paul Sawyer 1. Add a “wait a minute” feature for bank account info, as had been in the DD module. Changes to 1100, and new DM 1105. 05/02/05 2.3 1.0 “Administrative” fixes for bugs found by Q/A and others. Paul Sawyer 1. Fix prompt text to match what was recorded in the studio. 2. Change file names of “I think you said” and “Is that correct?” to match current OSDM specifications. 3. Fix Requirement IDs for confirmation options in 2211. 4. Add list of common synonyms for “yes” and “no” grammars 05/06/05 2.4 1.0 1. Fix prompt text changed during recording. Paul Sawyer 2. Fix DTMF assignments in 2211: Main menu is 9, no DTMF equivalent for goodbye (just hand up). 06/03/05 2.5 1.0 1. Clarify reuse of prompts (“same as ...”) in 1110, 1370, 1510. Some timeout 2 prompts lack the word “still”, but it will have no effect on usability. Spec changes only – no code changes required. Paul Sawyer 6/30/05 2.6 1.0 1. Make the conditions in 1000 more generic, since menu item numbers change for various reasons unrelated to COA-DD. Requirement IDs were NOT changed, so we don’t mess up existing test cases. Paul Sawyer 2. Clarify cases where there are multiple prompt files associated with a single condition. Affects 1040, 1050, 1060, 1070, 1090, 1100, 1110. May require code change if the misunderstanding caused the code to be written differently. User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 3 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit 8/10/05 2.7 1.0 Nuance/Social Security Administration -- Confidential Changes (Paul Sawyer): 1. Correct spelling in 1370-GLB-done-Prompt-Timeout1 and 1370-GLB-done-Prompt-Timeout2. 2. Update ScanSoft address in Properties. 3. Add alternate entry phrases for the case of getting here from the new SpeakFreely Main Menu (added 1012, 1022). 4. Added DMs to describe handling of Voice Genie errors. New DMs are 2101, 2111, 2112. Paul Sawyer & Nadine Ozkan Changes following the tuning report recommendations (Nadine Ozkan) 10/21/05 2.8 1.0 - All prompt changes are in red (style : Table: RevisedRecordings) - Other changes, like grammars, parameters & settings are highlighted in yellow. Changes following tuning 2 Paul Sawyer 1. Added ‘agent’ and synonyms to the confirmation (yes/no) grammar. 2. Open issues section added. 3. Improved Initial prompt for 1032 to clarify what we mean by password. 4. Added new DM 1130 for case where caller is not qualified to perform the function, offering Main Menu or hang up. This applies if caller says “no” in 1040, 1060, or 1070. 5. Improve synonyms in ‘yes’ grammar for 1050. 6. Change 1100 grammar from “I have the numbers” to “I’m ready” to avoid recognition confusion with “I don’t have them”. 7. In 1105, add synonyms for I’m Ready, and add a new option Repeat to allow callers to hear the question again. 8. In 1110, add some synonyms for several global commands. 10/25/05 2.9 1.0 1. Change in policy from SSA: Of the four qualifying questions, only “not receiving benefits” should result in the message that the caller cannot do the function even with an agent. Failure in any of the other three qualifying questions should make the Agent option available, as had been done prior to versions 2.8. Affects 1060 and 1070, which have been reverted to their previous behavior, and prompt 1130-GLBCantDoThat-Prompt-Initial1 which is now specific to not receiving benefits. Paul Sawyer 2. Add retry and timeout prompts to 1130 that had been inadvertently omitted. 10/27/05 2.10 1.0 1. Correct prompt text for 1130-GLB-CantDoThat-Prompt-Help1. Paul Sawyer 12 Dec 05 2.11 1.0 Edited prompt 1100-GLB-KnowBank-Prompt-Help3 to mention Don’t Have Them and Wait A Minute. Paul Sawyer User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 4 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit 2 Feb 06 2.12 1.0 Nuance/Social Security Administration -- Confidential Changes for Tuning 3: Paul Sawyer 1. Move Open Issues about one-step correction and grammar duplications into specific modules. Remove issue about touch tone sounds coming through to recognizer – seems to be fixed now. 2. Clarify that “help” in not in any grammar. 3. Improve the flexibility of the “agent” synonyms grammar. 4. Change the requirement regarding agent synonyms in confirmation (yes/no) grammars. 5. Downweight “I don’t know it” in the Help grammar. 6. Clarify Help option grammar in 1032. 7. In 1050, tweak grammar and set to Never confirm. 8. In 1100, change grammar for “I’m ready” to make “I’m” optional. Set DontHave option to Always Confirm. Improve the DontHave confirmation prompt so that it’s clear what a “no” response means. Specify one-step correction for “no, I have them”. 9. Highlight sensitivity setting in 1105, which was specified at the previous tuning but may not have been implemented. 10. Add Goodbye option in 1370. 11. Add synonyms for goodbye in 1510 to catch some OOVs. 5 Feb 06 2.13 1.0 Changes after review and discussion: Paul Sawyer 1. Add support for blocked accounts. Affects 1340. 2. Fixed wording in 1130 to explain other options when caller is disqualified. 3 March 06 2.14 1.0 1. Remove conflicting specifications for the grammar for “agent” synonyms, and refer instead to the agent grammar in the N8NN UI spec. Paul Sawyer 2. Change handling of max retry and max timeout in 1510, so that it hangs up instead of the default behavior to go to 2010. Field experience showed a significant number of cases where infinite looping occurred when the caller said nothing. These may be undetected hang-ups, but even if a caller is still there, they’ve had every explicit opportunity to reach an agent or the main menu, so hanging up is a reasonable action. 21 Aug 06 2.15 1.0 Changes based on Tuning 4. Paul Sawyer 1. Note that "agent" grammar needs tightening. 2. 1032: Add "I don't know" to "maybe" grammar so that it's caught as "maybe" rather than as "no". Remove "agent" global grammar for this DM. 3. 1130 remove Agent global grammar but keep other globals. Add "menu" as synonym for "main menu". Tweak initial prompt to suggest they can try again. 4. 1050: Add "SSI" as another synonym for "yes". Tweak low-confidence threshold. 5. 1040: Improve prompts to be clear that SSI benefits don't count, and catch "SSI" as a synonym for "no". 6. 1090: Remove agent synonyms for this DM. 7. 1100: Add "yes" and "I have it" as synonyms for "I'm ready". Set barge-in sensitivity to less sensitive. 8. 1110: Add note about missing grammars for "main menu" and "question". 9. 1510: Add "agent agent" as synonym for "agent" in this DM. User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 5 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit 23 Aug 06 2.16 1.0 Nuance/Social Security Administration -- Confidential Change following review of tuning changes. Paul Sawyer 1. Re-order the qualification questions about getting benefits (1040) and getting SSI (1050). If we ask the SSI question first, the benefits question can be simpler. 2. Rework 1500 and 1510 to help reduce agent requests: Add silence after 1500. Flush speech input before entering 1510. Re-order the prompt options in 1510 to put Agent last. 3. Minor change to 1050-GLB-GetSSI-Prompt-Initial (removal of “First”), to improve flow from 1038. 5 Sept 06 2.17 1.0 1. Rework handling of "more information" for 1130 so that the Agent synonyms are recognized only if the caller asks for and hears the "more information" message. Paul Sawyer/Phil Profili 2. Edit prompts for 1090 to omit mention of Agent synonyms, which are no longer available in this DM. 3. Fixed 1050-GetSSI-YN which should send the caller to 1130 – not 11210 – if they are receiving SSI. 8 Sept 06 2.18 1.0 Removing the confusion over handling of SSI recipients: 1. In 1040, if a caller says “no” then 1130 is the correct destination, but if they say “SSI” then they should go to 1120 2. In 1050, callers who respond in the affirmative should go to 1120. Phil Profili Clarified confirmation prompting in 1130_CantDoThat_DM. 23 Apr 07 22 May 07 2.18 1.0 2.19 1.0 Added DB 1065 Sean Stallings Added DB 1365 VZB Changed message number for silences from 02000/03000 to 20000/30000 Sean Stallings Sean Stallings VZB 25 May 07 2.20 1.0 Updated 1060 25 May 07 2.21 1.0 Updated 1060 09 August 07 2.22 1.0 Corrected DB 1065 22 August 07 2.23 1.0 Corrected dates Sean Stallings 06 Sep 07 2.24 1.0 Removed default global from retry 1 and retry 2 messages Sean Stallings Added appropriate prompting for 1110-GLB-CantProceed-Prompt-Help1 and Help2 VZB VZB Sean Stallings VZB Sean Stallings VZB VZB Added “that” to text of Message Number 10407 29 Feb 08 2.25 1.0 Added more detailed privacy statement to 1.1.5 Business rules Sean Stallings 15 April 08 2.26 1.0 Updated Module 1030, message 10303, reduced pause to 1 second. Sean Stallings Updated Module 1500, reduced 3 second silence to 1 second. VZB Updated footer to the correct UI version 2.26 Becky Stallings, VzB VZB 21 April 08 2.26 1.0 Updated [silence] message numbers to reflect correct numbering system 05 May 08 2.27 1.0 Updated Section 1.1.5 Business Rules, removed wording regarding privacy statements in other applications. Added Privacy statement to Global Behavior chapter. User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 Sean Stallings VZB 6 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit 26 August 08 2.28 1.0 Nuance/Social Security Administration -- Confidential Sean Stallings Highlighted Barge-in changes in pink VZB For BBN Findings Effort: 1. 2. 3. 4. 5. 6. 05 September 08 2.29 09 2.30 1.0 1.0 September 08 16 2.31 1.0 September 08 User Interface Specification Updated module 1032, simplified wording for message 10323 Updated module 1040, simplified wording for message 10403 Updated Module 1050, simplified wording for message 10503 Updated module 1060, simplified wording for message 10603 Updated module 1070, simplified wording for message 10703 Updated module 1090, simplified wording for message 10903 Updated Module 1032, corrected wording for Retry 2, incorrect prompt had been changed for BBN Findings Effort. Sean Stallings Updated modules 1032, 1040, 1050, 1060, 1070, 1090, 1100, 1105, 1110, 1130, 1140, 1370, 1510, 2211. Updated all retry 1 and retry prompts, [Global Default] tag now shows before the wording for each prompt – this resolves ticket 22304. Sean Stallings Highlighted BBN Findings changes in Green. Sean Stallings Added Verizon proprietary statement to title page and page headers. VZB SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 VZB VZB 7 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential Table of Contents Chapter 1: Background and Motivation .............................................................................10 1.1 Executive Summary ................................................................................................................10 1.1.1 What the application does .................................................................................................10 1.1.2 Social Security Administration‘s goals ...............................................................................10 1.1.3 Callers’ goals ....................................................................................................................10 1.1.4 Caller profiles ...................................................................................................................10 1.1.5 Business rules ...................................................................................................................10 1.2 Aesthetics .................................................................................................................................11 Chapter 2: About the Callers...............................................................................................12 Chapter 3: Call Examples ....................................................................................................13 3.1 Sample Call Design Considerations ......................................................................................13 3.1.1 Verboseness......................................................................................................................13 3.1.2 Confirmation Strategy .......................................................................................................13 3.1.3 Longevity..........................................................................................................................13 3.2 Call #1: Abbreviated knowledge base auth plus change of address, no problems .........14 3.3 Call #2: Full knowledge base auth plus change of address, lots of confirmations .........16 3.4 Call #3: Password plus direct deposit, no problems ..........................................................20 Chapter 4: Global Behavior .................................................................................................23 4.1 Time-outs and Retries ............................................................................................................23 4.2 Privacy ......................................................................................................................................24 4.3 System Timeout.......................................................................................................................24 4.4 Help prompts ..........................................................................................................................24 4.5 Global Commands and Global Prompts .............................................................................26 Global Commands Vocabulary .............................................................................................26 Table: Auxiliary Global Prompts ..........................................................................................26 Table: Grammar Synonyms ...................................................................................................26 Note on Confirmation Grammars........................................................................................27 4.6 DTMF Collection ...................................................................................................................27 4.6.1 Termination of digit strings using the pound sign.................................................................27 4.6.2 Invalid DTMF input should be rejected ...............................................................................27 4.6.3 End-of-DTMF timeout ......................................................................................................27 4.6.4 Key-ahead.........................................................................................................................28 4.7 Digit-String Playback ..............................................................................................................29 4.8 Event Logging .........................................................................................................................29 4.9 Internal DialogModule Functionality ...................................................................................30 Chapter 5: Detailed Dialog Specification ...........................................................................31 5.1 How to Read the Call-Flow Tables.......................................................................................31 5.2 Call-Flow Tables .....................................................................................................................32 User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 8 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential 1000-BeginApplication-Check...............................................................................................32 1010-WelcomeDD-Msg .........................................................................................................32 1012-SFWelcomeDD-Msg ....................................................................................................33 1020-WelcomeCOA-Msg.......................................................................................................33 1022-SFWelcomeCOA-Msg ..................................................................................................33 1030-DoUqualify-Msg............................................................................................................34 1032-HavePwd-VM ................................................................................................................34 1034-PingKBA-DB.................................................................................................................36 1035-PingPwd-DB..................................................................................................................36 1036-SystemAvailability-Check .............................................................................................37 1038-IntroQual-Msg...............................................................................................................37 1040-GetBeneNow-YN .........................................................................................................37 1050-GetSSI-YN.....................................................................................................................39 1060-LiveInUS-YN.................................................................................................................40 1065_MI 53 Host Transaction ..............................................................................................42 1070-OwnBene-VM ...............................................................................................................42 1080-COAorDD-Check.........................................................................................................43 1090-KnowZip-VM................................................................................................................44 1100-KnowBank-VM .............................................................................................................45 1105-SayReady-VM ................................................................................................................47 1110-CantProceed-VM...........................................................................................................48 1120-CantUse-Msg .................................................................................................................49 1130_CantDoThat_DM.........................................................................................................50 1140_HelpForCantDoThat_DM..........................................................................................51 1300-PWDorKB-Check .........................................................................................................52 1310-UsingPwd-Check...........................................................................................................52 1320-CallPwdAuth-Code .......................................................................................................53 1330-CallKBAuth-Code.........................................................................................................53 1340-authstatus-Check ...........................................................................................................53 1350-CallCOA-Code ..............................................................................................................53 1360-checkstatus-Check.........................................................................................................54 1365 MI 54 Host Transaction ...............................................................................................54 1370-done-VM ........................................................................................................................54 1450-CallDD-Code.................................................................................................................55 1500-CantAuth-Msg ...............................................................................................................55 1510-NowWhat-VM...............................................................................................................56 2010-DMfailure-Msg ..............................................................................................................57 2100-AfterHours-Check.........................................................................................................57 2101-ErrorAfterHours-Check...............................................................................................57 2110-GettingHelpOperator-Msg ..........................................................................................58 2111-ErrorGettingHelpOperator-Msg.................................................................................58 2112-ErrorAfterHours-Msg ..................................................................................................59 2211-ReturnToMain_or_HangUP-VM................................................................................59 2212-ThanksBeforeReturn-Msg............................................................................................61 User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 9 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential Chapter 1: Background and Motivation The Social Security Administration serves callers currently receiving benefits as well as the general population with self-service and informational assistance. SSA is looking for ways to improve self-service options for both calling populations. Existing self-service options are currently available from the SSA web site or via the SSA N8NN telephone interface. SSA would like to enhance the telephone based self-service options to include advanced speech with a real-time request processing. The self-service functions contained within the scope of this project are 1) Change of Address, and 2) Set-up or change of Direct Deposit. 1.1 1.1.1 Executive Summary What the application does The Change of Address / Direct Deposit application enables callers who are receiving Social Security benefits to change their mailing address and set up or change direct deposit of benefits to a bank account. 1.1.2 Social Security Administration‘s goals Primary goals of the speech application are to: Provide universal access to the SSA’s automated services by providing an access channel for callers including the visually impaired. Offer real-time handling of change-of-address and direct-deposit requests without needing to transcribe information collected by the existing automated Touch Tone system. Doing so will eliminate transcription time and transcription errors, as well as minimize the time lag between callers making the request and transcription of the request. One business objective for the speech application is cost reduction. Automating calls and minimizing the number of calls to SSA agents is the primary mechanism towards this goal. As such, the application will be implemented in a way to streamline and automate requests. 1.1.3 Callers’ goals Callers are seeking simple self service. 1.1.4 Caller profiles Callers who receive benefits are either retired or disabled. 1.1.5 Business rules The privacy of caller’s personal information must be protected. Caller identity must be verified before allowing changes to information that determines where benefit checks are sent. User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 10 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit 1.2 Nuance/Social Security Administration -- Confidential Aesthetics Jill converses with caller in a clean yet informal, role-appropriate female voice. She is friendly, competent and resourceful. Even when she’s unable to complete a caller’s request, she usually provides helpful suggestions on how they can proceed. User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 11 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential Chapter 2: About the Callers Caller characteristics are believed to be mostly similar to those described in the UI specification for the BEVE-MRC application that is Phase 1 of the call automation project. Those characteristics are incorporated here by reference. SSA anticipated that the number of repeat callers will be higher for the Change-of-Address function due to callers who spend time in two or more locations each year, such as living in Florida for the winter and a northern state for the summer. For this reason, this application needs to encourage callers to set up and use a Personal Identification Number (PIN) so that they can avoid the lengthy verification process on each call. User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 12 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential Chapter 3: Call Examples Callers arrive at this portion of the system by navigating through the N8NN main menu system. This can take a minute or more of DTMF interactions. The design of the interactions should accommodate this change in interaction style between the DTMF portion of the larger system and the “conversational” nature of the Speech Application. This may be accomplished through audio iconography, signposting and prompt text. Callers have explicitly chosen the self service route, and are transferred to the speech system AFTER choosing either the “change of address” or “direct deposit” path. The Speech system will receive a flag signifying the task the caller is attempting to complete. For both functions, caller identity must first be verified using either a social security number (SSN) plus password, or SSN plus several items of personal information such as mother’s maiden name. The sample calls shown here are an early draft and do not necessarily reflect the current call flow or wording. Sample calls will be updated at a later time. 3.1 3.1.1 Sample Call Design Considerations Verboseness Jill’s audio and prompts are designed to accommodate the vast majority of callers whose VUI experience is either limited or perhaps nonexistent. The verbiage is designed to convey a clear mental model of how Jill behaves and what her capabilities are. This subtly helps callers remember to avoid chatty responses. 3.1.2 Confirmation Strategy All of the actual data elements need to be confirmed at some point. Where possible confirmations are grouped, as with full name and full address so that with high-confidence recognitions, callers hear only one confirmation. Where confidence is lower, or where an item isn’t part of a logical group, individual data items are confirmed. 3.1.3 Longevity Since callers aren’t expected to use the system frequently (say twice a year at most), Jill is slightly biased towards relatively severe hand-holding to minimize the number of callers who opt for a live agent. Jill doesn’t advertising operator assistance, though she will eventually recommend it as a path of last resort. User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 13 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit 3.2 Nuance/Social Security Administration -- Confidential Call #1: Abbreviated knowledge base auth plus change of address, no problems This example shows what the call flow could be if we’re allowed to ask fewer questions for verification. The present client requirement is to ask all of the questions shown in Call 2, but there’s a chance they’ll be able to relax that requirement to the subset shown here. prompt ID prompt text CallOne0010 [Leisurely pace, not too fast.] Hello! You’ve reached the automated Change of Address service. I’ll be asking you several questions, and you can SPEAK your answers. Just be sure to speak clearly and loud enough for me to hear over the phone. Note that this call may be monitored or recorded for quality assurance purposes. CallOne0015 If you’ve gotten to the wrong place, or you change your mind about proceeding, you can say * Main Menu * at any time. And if you have a question about anything I ask you, you can say * Question * at any time. <2 sec pause> OK, let’s get started. First I have to ask a few questions to see whether you can use this automated service. CallOne0020 Are you currently receiving Social Security disability, retirement, or survivor benefits? Yes or no. CallOne0030 Yes. CallOne0040 OK. And are you also receiving S S I or supplemental security insurance payments? Yes or no. CallOne0050 No. CallOne0060 Alright. Are you currently residing in a state or territory of the United States? CallOne0070 Yes. CallOne0080 Good. Is the change you’re calling about for your OWN benefit or payment? CallOne0090 Yes. CallOne0100 Alright. Now, let’s see what we need to update. Please say Change My Address, Change My Phone Number, or Change Both. CallOne0110 Change address. CallOne0120 OK, I can help you with that. CallOne0130 Do you have a password that was issued to you by the Social Security Administration? Yes or No. <4 sec pause> If you aren’t sure, just say NO and we’ll go on. CallOne0140 No. CallOne0150 That’s OK. Before I can make any changes, I’ll need to ask you some questions to verify who you are. There are just four questions so it won’t take long. You’ll need to know your social security number, and the zip code of your new address. Do you have both of those numbers handy? CallOne0160 Yes. CallOne0170 Great. What’s your social security number? CallOne0180 One two three, four five, four three two one. CallOne0190 So that’s * one * two * three *** four * five *** four * three * two * one. Is that correct? CallOne0200 Yes. CallOne0210 Now I need your full name. User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 14 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential CallOne0220 Let’s start with your last name. Please say and spell your last name. For example, if your last name was Kusack, you’d say “Kusack spelled K U S A C K.” CallOne0230 Jones spelled J O N E S. CallOne0240 And now let me get your first name including spelling. CallOne0250 Christine spelled C H R I S T I N E. CallOne0260 Let me read that back. Last name * Jones * spelled * J O N E S. First name * Christine * spelled * C H R I S T I N E. Did I get that right? CallOne0270 Yes. CallOne0280 Next I need to know your date of birth with month, day, and year, such as January fifth, nineteen thirty five. What’s your date of birth? CallOne0290 December twenty fifth nineteen thirty nine. CallOne0300 That’s * December * twenty fifth * nineteen thirty nine. Is that correct? CallOne0310 Yes. CallOne0320 Got it. Hold on while I check our database. It may take a few seconds. <4 sec pause> OK, everything checks out. Now let’s get on to your address change. CallOne0330 I need to know the effective date for this change. You can say Immediately, or say a specific date in the next three months. CallOne0340 Immediately. CallOne0350 Got it. Now for the new address, ... CallOne0360 I need to get the zip code first so I can look up the city and state. Please say the five-digit zip code now. CallOne0370 Oh two one three eight. CallOne0380 OK, I got the city and state information from your zip code. Now I need just your street address, P. O. Box, or rural route number. For example, you could say 1 2 3 Main Street West, or P. O. Box 1 2 3 4 5. Go ahead and say your address. CallOne0390 Eleven Garden Street CallOne0400 If there’s an apartment number, please say it now. Otherwise, just say No Apartment. CallOne0410 No apartment. CallOne0420 Let me make sure I’ve got it right. I have * Eleven * Garden Street * Cambridge * Massachusetts * zero two one three eight. Is that correct? CallOne0430 Yes. CallOne0440 Hold on while I send your information. This may take a few seconds. <4 sec pause> OK, the update was accepted. Your information change has been sent for processing which may take up to three business days, and you won’t be able to make any other changes during that time. As you requested, this change will be effective on * December * third * two thousand four. CallOne0450 If there’s anything else we can do for you, I can either put you back at the main menu, or transfer you to an agent. If you’re finished, you can just hang up. So, Main Menu, Agent, or Goodbye? CallOne0460 Goodbye. CallOne0470 Thank you. Goodbye. User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 15 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit 3.3 Nuance/Social Security Administration -- Confidential Call #2: Full knowledge base auth plus change of address, lots of confirmations This example shows how lengthy a call could be with all the verification questions and trouble understanding the caller. prompt ID prompt text CallTwo0010 [Leisurely pace, not too fast.] Hello! You’ve reached the automated Change of Address service. I’ll be asking you several questions, and you can SPEAK your answers. Just be sure to speak clearly and loud enough for me to hear over the phone. Note that this call may be monitored or recorded for quality assurance purposes. CallTwo0015 If you’ve gotten to the wrong place, or you change your mind about proceeding, you can say * Main Menu * at any time. And if you have a question about anything I ask you, you can say * Question * at any time. <2 sec pause> OK, let’s get started. First I have to ask a few questions to see whether you can use this automated service. CallTwo0020 Are you currently receiving Social Security disability, retirement, or survivor benefits? Yes or no. CallTwo0030 (something mumbled) CallTwo0040 Sorry, I didn’t hear you. I need to know whether you’re currently receiving Social Security benefits in the form of a check or direct deposit. Please speak clearly and say Yes or No. CallTwo0050 Yes. CallTwo0080 OK. And are you also receiving S S I or supplemental security insurance payments? Yes or no. CallTwo0090 No. CallTwo0100 Are you currently residing in a state or territory of the United States? Yes or no. CallTwo0110 Yes. CallTwo0120 Is the change you’re calling about for your OWN benefit or payment? CallTwo0130 Yes. CallTwo0140 Alright. Now, let’s see what we need to update. Please say Change My Address, Change My Phone Number, or Change Both. CallTwo0150 Well, I moved so I guess I need to change everything. CallTwo0160 I’m sorry, I didn’t understand you. I only understand certain words, so let’s try again. You can say Change My Address. Or you can say Change My Phone Number. Or, Change Both. CallTwo0170 Change both. CallTwo0180 OK, I can help you with that. CallTwo0190 Do you have a seven-digit password that was issued to you by the Social Security Administration? Yes or No. <4 sec pause> If you aren’t sure, just say NO and we’ll go on. CallTwo0200 What? CallTwo0210 I’m sorry, I didn’t understand you. If you have a seven-digit password that was mailed to you by the Social Security Administration, say YES. If you don’t have a password, or you aren’t sure, just say NO and we’ll go on. <4 sec pause> Yes or No. CallTwo0220 No. User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 16 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit CallTwo0230 Nuance/Social Security Administration -- Confidential That’s OK. Before I can make any changes, I’ll need to ask you some questions to verify who you are. There are eight questions and it’ll take a couple of minutes to go through them. In addition to questions about your name and date and place of birth, you’ll need to know your social security number, the dollar amount of your last benefit payment, and the zip code of your new address. Do you have all of those numbers handy? CallTwo0240 I think so. CallTwo0250 I’m sorry, I didn’t understand you. If you have your social security number, the amount of your last benefit payment, AND your new zip code with you right now, please say YES. Otherwise, say NO. CallTwo0260 Yes. CallTwo0270 Great. What’s your social security number? CallTwo0280 One two three, four five, four three two one. CallTwo0290 So that’s * one * two * three *** four * five *** five * three * two * one. Is that correct? CallTwo0300 No. CallTwo0310 Sorry, my mistake. Let’s try again. Please say your social security number, or enter it on your telephone keypad. CallTwo0320 One two three, four five, four three two one. CallTwo0330 So that’s * one * two * three *** four * five *** four * three * two * one. Is that correct? CallTwo0340 Yeah. CallTwo0350 Sorry. Did I get the number correct? Yes or No. CallTwo0360 YES! CallTwo0370 Thank you. Now I need your full name. CallTwo0380 Let’s start with your last name. Please say and spell your last name. For example, if your last name was Kusack, you’d say “Kusack spelled K U S A C K. CallTwo0390 Smyth spelled S M Y T H. CallTwo0400 I think you said * Smith * spelled * S M I T H. Is that correct? CallTwo0410 No. CallTwo0420 Sorry, just spell your last name for me. CallTwo0430 S M Y T H. CallTwo0440 I think you said * Smyth * spelled * S M Y T H. Is that correct. CallTwo0450 Yes. CallTwo0460 And now let me get your first name including spelling. CallTwo0470 Davida spelled D A V I D A. CallTwo0480 I think you said Davida spelled D A V I D A. Is that correct? CallTwo0490 Yes. CallTwo0500 Let me read that back. Last name * Smyth * spelled * S M Y T H. First name * Davida * spelled * D A V I D A. Did I get that right? CallTwo0510 Yes. CallTwo0520 Good. Some people have another last name that is associated with their social security account, such as a maiden name or a professional name. Do you have an ALTERNATE last name? Yes or no? CallTwo0530 Yes, Jones. User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 17 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential CallTwo0540 Please say and spell your other last name. CallTwo0550 Jones spelled J O N E S. CallTwo0560 Let me read that back. That’s * Jones * spelled * J O N E S. Did I get that right? CallTwo0570 Yes. CallTwo0580 Next I need to know your date of birth with month, day, and year, such as January fifth, nineteen thirty five. What’s your date of birth? CallTwo0590 December twenty fifth, nineteen oh nine. CallTwo0600 That’s * December * twenty fifth * nineteen oh five. Is that correct? CallTwo0610 No, it’s nineteen oh NINE. CallTwo0620 Sorry, my mistake. Please say your full date of birth one more time. CallTwo0630 December twenty fifth nineteen oh nine. CallTwo0640 That’s * December * twenty fifth * nineteen oh nine. Is that correct? CallTwo0650 Yes. CallTwo0660 I also have to ask your mother’s maiden name. CallTwo0670 Please say and spell your mother’s maiden last name. CallTwo0680 Schwartz spelled S C H W A R T Z. CallTwo0690 Let me read that back. That’s * Schwartz * spelled S C H W A R T Z. Did I get that right? CallTwo0700 Yes. CallTwo0710 Got it. Only two more questions and you’ll be verified. CallTwo0720 I need to know where you were born. Please say the name of the STATE or territory where you were born, or say OTHER if it wasn’t a state or territory. CallTwo0730 North Dakota. CallTwo0740 I think you said * South Dakota. Is that correct? CallTwo0750 No, north. CallTwo0760 Sorry, my mistake. Please tell me the state or territory again. CallTwo0770 NORTH Dakota. CallTwo0780 I think you said * North Dakota. Is that correct? CallTwo0790 Yes. CallTwo0800 One last question. What was the amount of the last benefit payment you received in dollars and cents? CallTwo0810 One forty seven fifty three. CallTwo0820 I’m sorry, I didn’t understand that. Please say the amount as dollars and cents, such as one hundred twenty nine DOLLARS and thirty seven CENTS. CallTwo0830 One hundred forty seven dollars and fifty three cents. CallTwo0840 I think you said * one * hundred * forty seven * dollars and * fifty three * cents. Is that correct? CallTwo0850 Yes. CallTwo0860 Got it. Hold on while I check our database. It may take a few seconds. <4 sec pause> OK, everything checks out. Now let’s get on to your address change. CallTwo0870 I need to know the effective date for this change. You can say Immediately, or say a specific date in the next three months. User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 18 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential CallTwo0880 Immediately. CallTwo0890 Got it. Now for the new address, ... CallTwo0900 I need to get the zip code first so I can look up the city and state. Please say the five-digit zip code now. CallTwo0910 Oh two one three eight. CallTwo0920 Please say the five-digit zip code again, saying the digits one by one. CallTwo0930 Oh. Two. One. Three. Eight. CallTwo0940 OK, I got the city and state information from your zip code. Now I need just your street address, P. O. Box, or rural route number. For example, you could say 1 2 3 Main Street West, or P. O. Box 1 2 3 4 5. Go ahead and say your address. CallTwo0950 Eleven Garden Street CallTwo0960 Sorry, I didn’t understand that. I need your street address or P. O. box number. For example, you can say one twenty-four Belvedere Street, or P. O. Box 1 2 3 4 5. I also understand rural routes. Please say your address now. CallTwo0970 Eleven. Garden. Street. CallTwo0980 I think you said * eleven * Garden Street. Is that correct? CallTwo0990 Yes. CallTwo1000 If there’s an apartment number, please say it now. Otherwise, just say No Apartment. CallTwo1010 No apartment. CallTwo1020 Let me make sure I’ve got it right. I have * eleven * Garden Street * Cambridge * Massachusetts * zero two one three eight. Is that correct? CallTwo1030 Yes. CallTwo1040 Great! Hold on while I send your information. This may take a few seconds. <4 sec pause> OK, the update was accepted. Your information change has been sent for processing which may take up to three business days, and you won’t be able to make any other changes during that time. As you requested, this change will be effective on * December * third * two thousand four. CallTwo1050 If there’s anything else we can do for you, I can either put you back at the main menu, or transfer you to an agent. If you’re finished, you can just hang up. So, Main Menu, Agent, or Goodbye? CallTwo1060 G’Bye. CallTwo1070 I think you said Goodbye. Is that correct? CallTwo1080 YES! CallTwo1090 Thank you. Goodbye. User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 19 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit 3.4 Nuance/Social Security Administration -- Confidential Call #3: Password plus direct deposit, no problems This example shows how quick the flow could be if the caller has a password. It also shows an example of help. prompt ID prompt text CallThree0010 [Leisurely pace, not too fast.] Hello! You’ve reached the automated Direct Deposit service. I’ll be asking you several questions, and you can SPEAK your answers. Just be sure to speak clearly and loud enough for me to hear over the phone. Note that this call may be monitored or recorded for quality assurance purposes. CallThree0020 If you’ve gotten to the wrong place, or you change your mind about proceeding, you can say * Main Menu * at any time. And if you have a question about anything I ask you, you can say * Question * at any time. <2 sec pause> OK, let’s get started. First I have to ask a few questions to see whether you can use this automated service. CallThree0030 Are you currently receiving Social Security disability, retirement, or survivor benefits? Yes or no. CallThree0040 Yes. CallThree0050 OK. And are you ALSO receiving S S I or supplemental security insurance payments? CallThree0060 No. CallThree0070 Alright. Are you currently residing in a state or territory of the United States? Yes or no. CallThree0080 Yes. CallThree0090 OK. Is the change you’re calling about for your OWN benefit or payment? CallThree0100 Yes. CallThree0110 Good. Do you have a password that was issued to you by the Social Security Administration? Yes or No. CallThree0120 Yes. CallThree0130 Great, that’ll make this much quicker. CallThree0140 Before I can make any changes, I’ll need to ask you a couple of questions to verify who you are. You’ll need to know your social security number * your password * your bank account number * and the routing number for YOUR bank account, which you can get from one of your checks, or from your financial institution. Do you have all of those numbers handy? CallThree0150 Yes. CallThree0160 OK, here’s the first question.. What’s your social security number? CallThree0170 One two three, four five, four three two one. CallThree0180 So that’s * one * two * three *** four * five *** four * three * two * one. Is that correct? CallThree0190 Yes. CallThree0200 What’s your seven-digit password? CallThree0210 Seven nine two oh oh six one. CallThree0220 That’s * seven nine two * zero zero * six one. Did I get it right? CallThree0230 Yes. CallThree0240 Got it. Hold on while I check our database. It may take a few seconds. <4 sec pause> OK, everything checks out. CallThree0250 Now let’s move on to your direct deposit information. User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 20 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential CallThree0260 For the account you want to use, are you the owner of the account? CallThree0270 Yes. CallThree0280 Good. Now tell me the type of account this is. Your choices are * Checking * Savings * Investment * or * Other. CallThree0290 Checking. CallThree0300 OK. I need to know the effective month for this change. Because of the lead time in processing checks, your choices are * January * February * or * March. CallThree0310 February. CallThree0320 Sure * February * is fine. CallThree0330 Now, you’ll need to know two numbers that you can find on the bottom of a check, or you can get them from your financial institution. The first is a nine-digit bank routing number. <1 sec pause> The second is your personal account number. <1 sec pause> If you have these numbers, say I Have The Numbers. Otherwise say More Information. CallThree0340 More information. CallThree0350 Sure, here’s a bit more information about those numbers. The bank routing number is exactly nine digits and is printed on the bottom of each check in between two marks that look like a vertical bar followed by a colon. CallThree0360 Your account number is some number of digits ending with a symbol that looks like two vertical bars followed by a square dot. Don’t confuse your ACCOUNT number with your CHECK number that is both at the bottom and at the top right of your check. CallThree0370 If you don’t have these numbers, you’ll need to get them from your financial institution before we can set up or change direct deposit. If you DO have the numbers now, say I Have The Numbers. CallThree0380 If you need to speak with an agent, say Agent. If you’d like to do something else, say Main Menu. If you want to call again later, say Goodbye or just hang up. To hear this information again, say More Information. CallThree0390 I have the numbers. CallThree0400 Great. What’s the nine-digit bank routing number? CallThree0410 One two four seven zero two six four four. CallThree0420 That’s * one two four * seven zero * two six * four four. Is that correct? CallThree0430 Yes. CallThree0440 Got it. And what’s your account number? CallThree0450 Seven six five four three two. CallThree0460 That’s * seven * six * five *** four * three * two. Is that correct? CallThree0470 Yes. CallThree0480 Alright. Hold on while I send your information. This may take a few seconds. <4 sec pause> OK, the update was accepted. Your information change has been sent for processing which may take up to three business days, and you won’t be able to make any other changes during that time. This change will be effective with your * February * benefit payment. CallThree0490 If there’s anything else we can do for you, I can either put you back at the main menu, or transfer you to an agent. If you’re finished, you can just hang up. So, Main Menu, Agent, or Goodbye? CallThree0500 Goodbye. CallThree0510 Thank you. Goodbye. User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 21 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit User Interface Specification Nuance/Social Security Administration -- Confidential SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 22 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential Chapter 4: Global Behavior 4.1 Time-outs and Retries While the retry prompts are specified in the DialogModule tables, they are to be preceded by the appropriate apology prefix as outlined below: Retry 1 & 2 IF retry 1 Message Number 00110 Message Number 00111 IF retry 2 Message Number 00112 Message Number 00113 upon rejection of speech apology_re1 upon rejection of speech I’m sorry, I didn’t understand you. My mistake. upon confirmati on apology_re2 I’m sorry, I still didn’t understand you. upon rejection of speech apology_re2_ My mistake again. upon confirmati on […]Note that Timeout prefixes for the collection phase (rejection of speech) are included as part of the Timeout prompts in each DM, whereas Timeout prefixes for the confirmation phase are usually not specified in the DM tables. Timeout 1 apology_to1 I’m sorry, I didn’t hear anything. Timeout 2 apology_to2 I’m sorry, I still didn’t hear anything. Max. timeout is globally set to 2 – exceptions will be indicated in the tables. Max. retry is globally set to 2 – exceptions will be indicated in the tables. When either max timeouts or max retries is reached, transfer to the DM indicated for this purpose. User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 23 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential Formatted: Bullets and Numbering 4.2 Privacy Formatted: Normal No information collected in this application is considered sensitive. Formatted: Bullets and Numbering 4.3 System Timeout In addition to the regular timeouts, there is also a global System Timeout, set to a specific number of minutes. If the duration of one call exceeds this System Timeout, the call-flow will be interrupted with the prompt below to inform the caller that the maximum amount of time for the call duration has been exceeded. After the playout of this prompt, the call will be terminated. (This also means that barge-in is OFF during the play-out of these prompts, since there is no recognition state following.) System Timeout Message Number Time Limit System Timeout message 00114 15 minutes system_timeout_a 00115 I’m sorry to interrupt, but it looks like you’re having trouble since we’ve been on this call for more than … [CPR] e.g. “…30…” system_timeout_b …minutes. I’ll need to hang up now. You might want to call back and ask to speak with an agent. Good bye. Formatted: Bullets and Numbering 4.4 Help prompts Unless otherwise specified by the DialogModule table, the default behavior will always be to ‘re-enter’ the DialogModule directly after the Help prompt has played, so the application will listen for the input again. It does this while resetting any timeout and retry counters, thus as if it were the initial try, but without playing the initial prompt again. This is because the prompt for the input will be contained in the Help prompt itself, perhaps with a slightly different verbiage. In summary: 1) Play Help prompt(s) specified in the UI table 2) Unless otherwise specified in the table, re-enter the same state to listen for caller input 3) Do not play the initial prompt of this state after the Help prompt Important note: caller can barge-in on the Help prompt (unless otherwise specified by the table) which will cause the Help prompt to immediately stop playing and the recognizer to parse the caller’s input according to the vocabulary of the state following the Help prompt (this state typically is the same state). While the caller can start speaking before the end of the Help prompt, the beginning_of_speech timer will not start until the Help prompt has finished playing (which is the same behavior as with any other prompt played that callers can barge-in on). Note well that Help is an historical term for assistance to callers. The word “help” is specifically not included in the grammars because as a single-syllable global command it causes too many recognition problems. Callers are advised that they can say “more information” and there are other synonyms listed in the global table. There is also evidence User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 24 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential from usability studies that callers are more likely to make use of a neutral term such as “more information” that does not make them feel inadequate by asking for help. User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 25 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential Formatted: Bullets and Numbering 4.5 Global Commands and Global Prompts Global Commands Vocabulary Speech Input This table specifies the global commands that can be spoken from anywhere in the application. The application behavior upon these commands is always the same, unless the DialogModule specifically overrides the global behavior. Commands DTMF * Question [I] don’t know [it] (but downweight this one in the grammar) More information Action (unless re-specified by the module) Confirm. First play the Help prompt as specified for the module, then wait for input again. (New prompt for input will be part of each Help message.) Never Go to: 2100-AfterHours-Check Always Go to: 2212-ThanksBeforeReturn-Msg If necessary NOTE: “Help” is NOT in this grammar, nor in any grammar for this application unless specifically noted for a single DM table. (Refer to the N8NN UI spec for the grammar for agent synonyms.) Tuning 4 recommends "tightening" the agent grammar so that phrases without verbs are not included. A new Agent grammar will be supplied for use in both N8NN and COA-DD. 0 Main menu [please] 9 Confirmation prompts Option Name Wording Operator gl_conf_operator [I think you said] you want to talk to an agent. [Is that correct?] Main menu gl_conf_mainmenu [I think you said] you want to return to the Main Menu. [Is that correct?] Developer Notes NOTE ON GOODBYE: Recent wisdom among UI designers is that Goodbye is seldom used by callers and therefore only causes recognition problems. We have traditionally included Goodbye because some callers like the closure it seems to provide. However, the usability data we’ve accumulated suggests that it causes more problems than it solves. Therefore, we propose to remove Goodbye from this application, and simply offer callers the option of hanging up. Table: Auxiliary Global Prompts These prompts are used in several locations throughout the application, and are listed here simply to ensure they show up in the prompt recording lists. Generic Prompts Name Wording default_confirmation_initialprompt_part1 I think you said ... default_confirmation_initialprompt_part2 Is that correct? Table: Grammar Synonyms In several places, synonyms are needed for common grammar items. This table lists the synonyms that should be defined. Basic grammar Synonyms yes yeah, sure, correct, that’s correct, yes ma’am, right, OK User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 26 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit no Nuance/Social Security Administration -- Confidential nope, no that’s not it, no that’s not right, no ma’am, wrong Note on Confirmation Grammars The preceding requirement has been rescinded — tuning studies have shown that including “agent” synonyms in confirmation grammars catches too many utterances that are really statements of Yes or No. Also, including agent synonyms interferes with one-step correction where it is used. So agent synonyms should not be in confirmation grammars unless there is an explicit note otherwise. Formatted: Bullets and Numbering 4.6 4.6.1 DTMF Collection Formatted: Bullets and Numbering Termination of digit strings using the pound sign Any state prompting for input of which the DTMF equivalent is a digit string, such as the social security number, should accept the DTMF ‘pound’ sign as the immediate terminator of such a string. Naturally, this ‘pound’ sign should not be taken as part of the actual input or passed on as such to other parts of the application or any databases; it is merely an indicator that the digits before it form the complete numeric input. Single-digit DTMF equivalents—such as ‘1’, ‘2’, ‘3’, etc. for menu options—do not allow a terminating character. 4.6.2 Formatted: Bullets and Numbering Invalid DTMF input should be rejected Any input that does not match to a menu option or other command, or does not match to numeric input prompted for at that point, should be rejected by the application, and lead to the application entering a retry. For example, when a state has only four menu options with DTMF equivalents ‘1’ through ‘4’, we should enter a rejection if someone enters ‘5’ at that point. Another example would be a state asking for a sequence of digits: if someone provides DTMF input that contains an asterisk in the sequence, we should reject that input as well. (An alternative would be to go to Help in that situation, since ‘*’ is the DTMF equivalent for it, but it’s probably better to just reject digit-strings containing an ‘*’.) As outlined in the paragraph 4.6.1 “Termination of digit strings using the pound sign“ above, the DTMF ‘pound’ sign should be accepted as a valid terminator of digit strings. Please note that DTMF equivalents of global commands should always be accepted, even if they are not explicitly offered by any of the prompts in a given state. Examples of these are the ‘star’ sign for Help and ‘0’ for an Associate. 4.6.3 Formatted: Bullets and Numbering End-of-DTMF timeout The application’s response time to DTMF input should always be as short as possible, but will depend at any point on whether the DTMF input given so far in a particular state is either clearly unfinished, or is ambiguous. An example of clearly unfinished DTMF input would be a caller having entered ‘1’ in a state where digit strings of various lengths can be collected, with the shortest input being a single digit. In this situation we give the caller n seconds to enter the remainder of a possible multi- User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 27 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential digit string, where n is specified by some inter-digit timeout parameter. After each non-final digit entered by the caller, a countdown will start with a duration indicated by this parameter. If the countdown runs out before the caller has entered the next necessary digit, the application will go into a rejection. Once the caller has entered the number of digits required to make the input complete— which is 9 digits in the case of an SSN, or 10 digits in case of a US phone number including area code—the application could take that input immediately and parse it, without running the countdown again. However, because the caller may enter the ‘#’ sign to terminate the string, we will look at two variables to determine whether or not we indeed terminate the digit string based upon satisfaction of the number of digits alone: 1) Fixed-length versus not-fixed-length digit strings. If the expected digit-string is of a fixed length, then we can terminate the string as soon as we have reached the correct number of digits. If its length varies, then we cannot, unless we have reached the maximum allowable length. 2) Next state being a collection state or not. If the next state in the application is another collection state, and we are not using an inter-digit timeout after the last digit in a fixedlength or maximum-length string, then we run the risk that any ‘#’ terminator entered by the caller will not get detected until the application has moved on to that next collection state. We do not have this risk if the next state is not listening for input, for example a database hit, or a play-message with barge-in turned off. Only where necessary, we eliminate this risk by using the inter-digit timeout even after the last digit of fixed-length or maximum-length string. In short: we will terminate finished fixed-length and maximum length digit-strings immediately when the next state is not listening for input, and when the next state is a collection state, then for the maximum duration of the inter-digit timeout we will wait for a possible ‘#’ terminator. When a ‘#’ terminator is detected, we also immediately terminate the string. Unfinished DTMF input can be ambiguous. This is the case when the digit(s) entered so far can be interpreted as complete input for other options or other numeric input. While the input could be considered complete under one interpretation it is incomplete under another interpretation, e.g. someone entered a ‘0’ as the first digit of their Social Security Number, but ‘0’ is also used to request an Associate. In this situation too, we use the inter-digit timeout to wait for possible further input, unless we have reached the maximum length. 4.6.4 Formatted: Bullets and Numbering Key-ahead In any case, when we know that DTMF input is complete for a given context, the application should respond immediately and not run a end-of-DTMF-input countdown. If we were to introduce such a delay after each complete DTMF input, then we would seriously hinder the ability of power-users to comfortably ‘key-ahead’ through menus. The so-called ‘key-ahead’ feature automatically works because of the zero-length timeout upon unambiguous DTMF input. As soon as the caller hits one of the numbers on the keypad to choose a menu option, the application takes that digit and moves to the next state accordingly. If that response to the DTMF input takes a fraction of a second and the next state is a collection state again, then this next state will automatically take the next digit if it is a voice menu, or the next sequence of digits if it is expecting a digit string. If the next state was a database hit instead, for example, then no input will be accepted during the database hit (because the app is not listening for anything), and once the application returns to a User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 28 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential collection state, further input is listened for from then on. This means that if that database hit happened to have sub-zero response time, the user could have run right over it using ‘key-ahead’ and never noticed anything. No key-ahead is possible over database hits that need more time, or over play-states that have barge-in turned off. Naturally, over states expecting variable-length digit-string input, ‘key-ahead’ can only be achieved by using the ‘#’ terminator. Formatted: Bullets and Numbering 4.7 Digit-String Playback Variable digit-strings to be presented to the caller will be passed through a global routine that builds prompt lists to fluently play back any kind of digit string: phone numbers, SSNs, credit card numbers, etc. Valid input to this function is a string of digits, where a hyphens and spaces can be used to indicate grouping. Examples of valid input are: “123456”, “1-617428-4444”, “017-85-3229”, “4356 8900 0220 0392”. For each hyphen or space, the routine will insert a pause. The prompt set to be used for this consists of the following 1,231 prompts: 1,000 prompts: “...0 0 0, ...” through “...9 9 9, ...” (Non-final intonation) 100 prompts: “...0 0, ...” through “...9 9, ...” (Non-final intonation) 100 prompts: “...0 0.” through “...9 9.” (Final intonation) 10 prompts: “0...” through “9...” (Rising intonation) 10 prompts: “...0, ...” through “...9, ...” (Non-final intonation) 10 prompts: “...0.” through “...9.” (Final intonation) 1 prompt: 1/4 second silence. See http://looknohands.com/digit-string-cpr/ for a demonstration of how the playout of various different kinds of strings is constructed using prompts from the sets listed above. Formatted: Bullets and Numbering 4.8 Event Logging Throughout all the User Interface Specifications, each state calls out the event logging that is unique to that state. For an overview of all of Event Logging, including global behavior for events such as what to do if an info token is not available, see the Event Logging section in the Functional Requirements Specification document. User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 29 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit 4.9 Nuance/Social Security Administration -- Confidential Formatted: Bullets and Numbering Internal DialogModule Functionality This diagram shows the typical flow within a Dialog Module, including retry and timeout cases. Initial Prompt High Confidence Confidence Level? Success Medium Confidence "I think you said..." "No" "Yes" "Is that correct?" "Yes" User Input Detected Another on n-best? Yes "Maybe it was..." "Is that right?" No "No" Recognition (Retries counter increments by one) Low Confidence 1 "My mistake." Retry Prompt # 1 Number of retries? 2 "My mistake again." Retry Prompt # 2 Above max retries 1 (Retries counter increments by one) Failure "I'm sorry, I didn't understand." Retry Prompt # 1 Number of retries? 2 "I'm sorry, I still didn't understand." Retry Prompt # 2 Above max retries No User Input Detected Timeout Prompt # 1 1 (Timeout-counter increments by one) Number of timeouts? Failure Timeout Prompt # 2 2 Above max timeouts User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 Failure 30 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential Chapter 5: Detailed Dialog Specification 5.1 Title of this table How to Read the Call-Flow Tables 2100_Finance_Forex_Menu Previous step of the dialog Speech Input Item List Initial prompt: first prompt played when entering the module. Entering from DialogModule type 2000_Finance_Menu Timeout 1 prompt: played when no response to initial. Prompts Prompts section Corresponds with audio file Message Number Type Name Wording 21001 Initial 21001 For which currency would you like to hear the exchange rate? 21002 Timeout 1 21002 21003 Timeout 2 21003 2 prompt: played I’m sorry, I didn’t hear you. Please say the currency you want Timeout an when no response to first exchange rate for, for example “Sterling Pound”. timeout. I’m sorry, I still didn’t hear you. Please say the currency you want to hear the exchange rate for, such as the “Japanese yen”, or, to hear a full list to choose from, say “List all currencies”. 21004 Retry 1 21004 Touch-tone equivalents for user Retry 2 21005 input 21005 21006 User input section Help Voicing 21006 DTMF You are in the foreign exchange menu. If you specify a currency, such as the “Danish krone”, I’ll give you the exchange rate for it against the US Dollar. Action Go to: “2110_Finance_Forex_ExchangeRateInfoMsg” “List all currencies”, “List currencies”, “List all”, “List them all”, “List them” Commands Global commands section Please say the currency you want an exchange rate for, for example “Australian dollar”. Retry 1 prompt: played when no recognition result Please say the currency you want to hear the exchange rate for, from first input. such as the “Japanese yen”, or, to hear a full list to choose from, say “Dutch guilder”. 2 DTMF “Back up” # “Main menu” ## Retry 2 prompt: played when no recognition result from input after first retry. Go to: “2190_Finance_Forex_CurrenciesListIntro” Action Go to: “2000_Finance_Menu” Go to: “1000_MainMenu” “Goodbye” * Go to: “9000_Goodbye_Msg” “Instructions” 9 Help prompt: typically played Play prompt help prompt and then re-enter this module, playing thewhen initialcaller asks for help or instructions. prompt, awaiting new user input. “Operator” 0 Go to: “8000_Transfer_Msg” Developer notes Section to specify the different settings of the module Default Touch-tone equivalents for global commands User Interface Specification System actions following on global commands SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 System actions following on user input September 16 2008 31 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit 5.2 Nuance/Social Security Administration -- Confidential Call-Flow Tables General note on prompt specification: Where there are two or more Initial prompts, all are played in sequence on entry to the DM. Likewise with multiple Help prompts – all are played in sequence when the caller says Question or presses star. In contrast, Retry1 and Retry2 are played individually on the first or second retry respectively, and similarly for Timeout1 and Timeout2. The Initial and Help prompts are broken into pieces to reduce problems with recording long prompts accurately, and also to avoid the voice talent gasping for breath. Note that if a caller says Question (or any synonym) repeatedly in the same DM, they hear the same sequence of help prompts each time. There is presently no upper limit on how many times a caller can say Question in a DM. There is, however, a limit on the total length of the call, as specified in section 4.2 above. 1000-BeginApplication-Check Branch on Condition This is the entry point for the Change of Address (COA) and Direct Deposit (DD) application. Entering from 1036-SystemAvailability-Check Req ID Condition Action 1000-BeginApplication-Condition-Menu2 If COA from Main Menu Go to: 1020-WelcomeCOA-Msg 1000-BeginApplication-Condition-Menu3 Else IF DD from Main Menu Go to: 1010-WelcomeDD-Msg 1000-BeginApplication-Condition-Menu4COA Else IF COA from Password Services Go to: 1020-WelcomeCOA-Msg 1000-BeginApplication-Condition-Menu4DD Else IF DD from Password Services Go to: 1010-WelcomeDD-Msg 1000-BeginApplication-Condition-SFCOA Else IF COA from SF Main Menu Go to: 1022-SFWelcomeCOA-Msg 1000-BeginApplication-Condition-SFDD Else DD from SF Main Menu Go to: 1012-SFWelcomeDD-Msg Event logging 1010-WelcomeDD-Msg Play Prompt Welcome the caller to the Direct Deposit application. Entering from 1000-BeginApplication-Check Prompts Message Number Type Name Wording 10105 1010-GLB-WelcomeDD-Prompt1 Hello! You’ve reached the automated Direct Deposit service. Req ID Condition Action 1010-GLB-WelcomeDD-ConditionAlways Always Go to: 1030-DoUqualify-Msg Event logging User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 32 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential Developer notes No barge-in 1012-SFWelcomeDD-Msg Play Prompt Welcome the caller to the Direct Deposit application from SpeakFreely Main Menu. Since SF N8NN introduces the process, we don’t need to welcome the caller here. Entering from 1000-BeginApplication-Check Prompts Message Number Name 10121 1012-GLB-SFWelcomeDD-Prompt1 Wording [0.5 sec silence] Req ID Condition Action 1012-GLB-SFWelcomeDDCondition-Always Always Go to: 1030-DoUqualify-Msg Event logging Developer notes No barge-in 1020-WelcomeCOA-Msg Play Prompt Welcome the caller to the Change of Address application. Entering from 1000-BeginApplication-Check Prompts Message Number Name Wording 10200 1020-GLBWelcomeCOAPrompt1 Hello! You’ve reached the automated Change of Address service. Condition Action Always Go to: 1030-DoUqualify-Msg 1020-GLB-WelcomeCOA -Condition-Always Event logging Developer notes No barge-in 1022-SFWelcomeCOA-Msg Play Prompt Welcome the caller to the Change of Address application from SpeakFreely Main Menu. Since SF N8NN introduces the process, we don’t need to welcome the caller here. User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 33 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential Entering from 1000-BeginApplication-Check Prompts Message Number Name Wording 10121 1020-GLBSFWelcomeCOAPrompt1 [0.5 sec silence] Condition Action Always Go to: 1030-DoUqualify-Msg 1020-GLB-SFWelcomeCOA Condition-Always Event logging Developer notes No barge-in 1030-DoUqualify-Msg Play Prompt Introduce caller to automated application, say we need to see whether they qualify to use the application. Entering from 1010-WelcomeDD-Msg, 1020-WelcomeCOA-Msg Prompts Message Number Name Wording 10302 1030-GLBDoUqualifyPrompt1 I’ll be asking you several questions, and you can SPEAK your answers. Just be sure to speak clearly and loud enough for me to hear over the phone. 10121 silence_500 [500 ms silence] 10303 1030-GLBDoUqualifyPrompt2 If you’ve gotten to the wrong place, or you change your mind about proceeding, you can say Main Menu at any time. And if you have a question about anything I ask you, you can say Question at any time. <1 sec pause> OK, let’s get started. Req ID Condition Action 1030-GLB-DoUqualify-Condition-pwd Came from Main 3 (pwd)? Go to: 1035-PingPwd-DB 1030-GLB-DoUqualify-Condition-nopwd Else from Main 2 Go to: 1032-HavePwd-VM Event logging Developer notes No barge-in 1032-HavePwd-VM Voice Menu DialogModule™ Ask caller if they plan to use a password now, so we can ping the correct service. Entering from 1030-DoUqualify-Msg User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 34 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Deleted: 22 Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential Prompts Message Number Type / Name Wording 10321 1032-GLB-COAhavepwd-Prompt-Initial It’s not required, but do you have a seven-digit password that you set up with the Social Security Administration? Yes or No. <4 sec pause> If you’re not sure, say Question. 10322 1032-GLB-COAhavepwd-Prompt-Retry1 [Global Default] If you have a password, say Yes. Otherwise say No. If you’re not sure, say Question. 10323 1032-GLB-COAhavepwd-Prompt-Retry2 [Global Default] If you have a password, press one. Otherwise, press two. 10324 1032-GLB-COAhavepwd-Prompt-Timeout1 I’m sorry, I didn’t hear anything. If you have a seven-digit password that you set up with the Social Security Administration, say Yes or press one. If you don’t have one, say No or press two. If you’re not sure, say Question or press the star key. 10325 1032-GLB-COAhavepwd-Prompt-Timeout2 I’m sorry, I still didn’t hear anything. If you have a seven-digit password that you set up with the Social Security Administration, say Yes or press one. If you don’t have one, say No or press two. If you’re not sure, say Question or press the star key. [4 sec pause] If you need assistance, say Agent or press zero. 10326 1032-GLB-COAhavepwd-Prompt-Help The password I’m referring to would have been chosen and registered by you online or over the phone. You would have received a password request code in the mail, which you would have used along with your social security number and other information to register a seven-digit password to access your personal benefit information. If you’ve forgotten the password, you can request a new one by using the same process you used before. If you have this seven-digit password and you plan to use it today, say Yes. Otherwise say No and I’ll verify your identity another way. 10327 1032-GLB-COAhavepwd-PromptSuccessYes Great. It’ll save time. 10328 1032-GLB-COAhavepwd-PromptSuccessNO That’s OK. Option Vocabulary DTMF 1032-GLB-COAhavepwd-Option-yes yes and usual synonyms 1 User Interface Specification Action Confirm. play SuccessYes prompt never Go to: 1035-PingPwd-DB SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 35 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Deleted: Formatted: Font: 8 pt, Highlight Change of Address / Direct Deposit 1032-GLB-COAhavepwd-Option-no 1032-GLB-COAhavepwd-Option-maybe Nuance/Social Security Administration -- Confidential no and usual synonyms 2 global Help grammar plus: * play SuccessNo prompt never Go to: 1034-PingKBA-DB same as Question – play the Help prompt and reenter this DM as usual for help never maybe [I’m] not sure I don't know Note: remove global "agent" grammar for this DM. Confirmation prompts Option / Name Wording no confirmations for Yes / No DialogModule parameters Parameter Value 1032-GLB-COAhavepwd-Parameter after_end_of_speech_timeout 1,000 ms before_begin_of_speech_timeout 7,000 ms allowing_barge_in True Event logging Developer notes Use the standard Yes/No DM and its associated grammar (variations on yes and no). The global Help/Question grammar is overridden for this DM in order to catch additional utterances including “maybe”. 1034-PingKBA-DB Database Query Ping KBA system upon entry to ensure the presence of the back end. Entering from 1032-HavePwd-VM Req ID Condition Action 1034-GLB-PingKBA-Condition-Always Always Go to: 1036-SystemAvailability-Check Event logging 1035-PingPwd-DB Database Query Ping Password system upon entry to ensure the presence of the back end. Entering from 1030-DoUqualify-Msg Req ID Condition Action 1035-GLB-PingPwd-Condition-Always Always Go to: 1036-SystemAvailability-Check User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 36 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential Event logging 1036-SystemAvailability-Check Branch on Condition Branch on availability of system. Entering from 1035-PingPwd-DB, 1034-PingKBA-DB 1036-GLB-SystemAvailabilityCondition-Unavailable Condition Action IF System is unavailable NeedAssistanceWith = SysUnavailable Go to: 2100-AfterHours-Check 1036-GLB-SystemAvailabilityCondition-Available Else NeedAssistanceWith := UserRequestedAgent (this is an initial setting that may be overridden by later events) Go to: 1038-IntroQual-Msg Event logging 1038-IntroQual-Msg Play Prompt Introduce the series of qualifying question we’re about to ask. Entering from 1032-HavePwd-VM Prompts Message Number Name Wording 10381 1038-GLBIntroQual-Prompt1 First I have to ask a few questions to see whether this automated service can help you. Req ID Condition Action 1038-GLB-IntroQual-Condition-Always Always Go to: 1050 1050-GetSSI-YN Event logging Developer notes No barge-in 1040-GetBeneNow-YN Custom Context DialogModule™ Ask whether caller is currently receiving benefits. This question now occurs AFTER the question about SSI (1050). Entering from 1050 1050-GetSSI-YN User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 37 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential Prompts Message Number Type Name Wording 10401 Initial 1040-GLB-GetBeneNow-PromptInitial Are you currently receiving Social Security retirement, survivor, or disability benefits? Yes or no. 10402 first retry 1040-GLB-GetBeneNow-PromptRetry1 [Global Default] If you’re currently receiving Social Security retirement, survivor, or disability benefits, please say Yes. Otherwise say No. 10403 second retry 1040-GLB-GetBeneNow-PromptRetry2 [Global Default] If you currently get a benefit check or deposit from Social Security, press one. Otherwise, press two. 10404 first timeout 1040-GLB-GetBeneNow-PromptTimeout1 I’m sorry, I didn’t hear anything. If you currently get a benefit check or deposit from Social Security, say Yes or press one. Otherwise, say No or press two. If you’re not sure, say Question or press the star key. 10405 second timeout 1040-GLB-GetBeneNow-PromptTimeout2 I’m sorry, I still didn’t hear anything. If you currently get a benefit check or deposit from Social Security, say Yes or press one. Otherwise, say No or press two. If you’re not sure, say Question or press the star key. [pause 4 sec] If you need assistance, say Agent or press zero. 10406 Help – play all of these 1040-GLB-GetBeneNow-PromptHelp1 [slowly] OK, I’ll try to help with more explanation. You can use this automated service to change your address or phone number with Social Security only if you meet certain conditions. One of those conditions is that you must already be receiving a Social Security benefit due to retirement, disability, or being a survivor of someone who would have received a benefit. 00500 silence_500 [500 ms silence] 10407 1040-GLB-GetBeneNow-PromptHelp2 [slowly] If you’re not currently receiving a monthly check or deposit from Social Security, you can’t use this AUTOMATED service to change your address or phone number. In most cases, though, just putting your new address and phone number on your income tax return is all that we need. If you’d like more information or need personal assistance, you can say Agent or press zero. 00500 silence_500 [500 ms silence] 10408 1040-GLB-GetBeneNow-PromptHelp3 So please let me ask you again: Are you currently receiving Social Security retirement, survivor, or disability benefits? Yes or no. Option Vocabulary DTMF Action Confirm. 1040-GLB-GetBeneNow-Option-yes yes and usual synonyms 1 Go to: 1060-LiveInUS-YN never 1040-GLB-GetBeneNow-Option-no no and usual synonyms 2 Go to: 1130_CantDoThat_DM never User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 38 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Formatted: Font: 8 pt, Highlight Deleted: say Yes or press one. Otherwise, say No or press two. If you’re not sure, say Question or press the star key. Change of Address / Direct Deposit 1040-GLB-GetBeneNow-Option-specific Nuance/Social Security Administration -- Confidential retirement [benefits] — Go to: 1060-LiveInUS-YN never — Go to: 1120-CantUse-Msg never survivor [benefits] disability [benefits] 1040-GLB-GetBeneNow-Option-SSI S S I [benefits] Confirmation prompts Option / Name Wording no confirmations for Yes / No DialogModule parameters Parameter Value 1040-GLB-GetBeneNow-Parameter after_end_of_speech_timeout 1,000 ms before_begin_of_speech_timeout 7,000 ms allowing_barge_in True Event logging Developer notes Play all three help prompts if the caller says Question. Note that ‘retirement’ etc. are accepted as equivalent to ‘yes’. 1050-GetSSI-YN Yes/No DialogModule™ Is caller receiving SSI? Correct answer is no! Entering from 1038 1038-IntroQual-Msg Prompts Message Number Type Name Wording 10501 Initial 1050-GLB-GetSSI-Prompt-Initial Are you receiving S S I, also known as Supplemental Security Income payments? 10502 first retry 1050-GLB-GetSSI-Prompt-Retry1 [Global Default] If you’re receiving S S I payments, say Yes. Otherwise say No. 10503 second retry 1050-GLB-GetSSI-Prompt-Retry2 [Global Default] If you’re receiving S S I payments press one. Otherwise, press two. Formatted: Font: 8 pt, Highlight 10504 first timeout 1050-GLB-GetSSI-Prompt-Timeout1 I’m sorry, I didn’t hear anything. If you’re receiving S S I payments, say Yes or press 1. Otherwise say No or press 2. If you’re not sure, say Question or press the star key. Deleted: , say Yes or press 1. Otherwise say No or press 2. If you’re not sure, say Question or press the star key. 10505 second timeout 1050-GLB-GetSSI-Prompt-Timeout2 I’m sorry, I still didn’t hear anything. If you’re receiving S S I payments, say Yes or press 1. Otherwise say No or press 2. If you’re not sure, say Question or press the star key. [pause 4 sec] If you need assistance, say Agent or press zero. 10506 Help – play all of these 1050-GLB-GetSSI-Prompt-Help1 [slowly] OK, I’ll try to help with more explanation. You can use this automated service to change your address or phone number with Social Security only if you meet certain conditions. One of those conditions is that you must NOT be receiving SSI, also known as supplemental security income payments. User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 39 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential 00500 silence_500 [500 ms silence] 10507 1050-GLB-GetSSI-Prompt-Help2 [slowly] If you’re receiving supplemental security income payments, you cannot use this automated system to change your address or phone number. If this is the case for you, please say Agent or press zero. 00500 silence_500 [500 ms silence] 10508 1050-GLB-GetSSI-Prompt-Help3 So please let me ask you again: Are you receiving S S I, also known as supplemental security income payments? Yes or no. Option Vocabulary 1050-GLB-GetSSI-Option-yes yes DTMF Action Confirm. 1 Go to: 1120-CantUse-Msg Never 2 Go to: 1040 1040-GetBeneNow-YN Never [yes] I receive SSI [yes] I get S S I SSI 1050-GLB-GetSSI-Option-no no Confirmation prompts Option / Name Wording no confirmations for Yes / No DialogModule parameters Parameter Value 1050-GLB-GetSSI-Parameter after_end_of_speech_timeout 1,000 ms before_begin_of_speech_timeout 7,000 ms allowing_barge_in True low confidence threshold .400 Event logging Developer notes Use the standard Yes/No DM and its associated grammar (variations on yes and no). Play all three help prompts if caller says Question. Avoid double parsing – remove duplicate grammars or duplicate vocabulary. 1060-LiveInUS-YN Yes/No DialogModule™ Ask if caller lives in U.S. Entering from 1040-GetBeneNow-YN Prompts Message Number Type Name Wording 10601 first timeout 1060-GLB-LiveInUS-PromptInitial Are you currently residing in a state or territory of the United States? Yes or no. second timeout Help – play all of these User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 40 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential 10602 first retry 1060-GLB-LiveInUS-PromptRetry1 [Global Default] If you’re currently living in a state or territory of the United States, say Yes. If you’re living somewhere else, say No. 10603 second retry 1060-GLB-LiveInUS-PromptRetry2 [Global Default] If you’re currently living in a state or territory of the United States, press one. Otherwise, press two. 10604 first timeout 1060-GLB-LiveInUS-PromptTimeout1 I’m sorry, I didn’t hear anything. If you’re currently living in a state or territory of the United States, say Yes or press one. If you’re living somewhere else, say No or press two. If you’re not sure, say Question or press the star key. 10605 second timeout 1060-GLB-LiveInUS-PromptTimeout2 I’m sorry, I still didn’t hear anything. If you’re currently living in a state or territory of the United States, say Yes or press one. If you’re living somewhere else, say No or press two. If you’re not sure, say Question or press the star key. [pause 4 sec] If you need assistance, say Agent or press zero. 10606 Help – play all of these 1060-GLB-LiveInUS-PromptHelp1 [slowly] OK, I’ll try to help with more explanation. You can use this automated service to change your address or phone number with Social Security only if you meet certain conditions. One of those conditions is that you must currently be living in a state or territory of the United States. 00500 silence_500 [500 ms silence] 10607 1060-GLB-LiveInUS-PromptHelp2 [slowly] I only need a Yes or No answer at this point. You don’t need to tell me which state or territory you live in - I’ll ask you about that later if we change your address. If you do live in one of the states or territories of the United States, just say Yes or press one. If you live somewhere else, please say No or press two. [2 sec pause] If you still aren’t sure and want to hear a list of the territories, just hang on and I’ll list them for you. [4 sec pause] The current and former territories of the United States are: 00500 silence_500 [500 ms silence] 10608 1060-GLB-LiveInUS-PromptHelp3 American Samoa, Federated States Of Micronesia, Guam , Marshall Islands, Northern Mariana Islands, Palau, Puerto Rico, and Virgin Islands. 10609 10610 Success Yes silence_1000 [1 sec silence] 1060-GLB-LiveInUS-PromptHelp4 So please let me ask again: Are you currently residing in a state or territory of the United States? Yes or no. 1060-GLB-LiveInUS-PromptSuccessYes Alright, ... Option Vocabulary 1060-GLB-LiveInUS-Option-yes yes DTMF 1 Action Confirm. play SuccessYes prompt If necessary Go to: 1070-OwnBene-VM 1060-GLB-LiveInUS-Option-no no 2 [no success prompt for No] If necessary If Direct Deposit go to: 1065_MI 53 Host Transaction else go to: 1120-CantUse-Msg User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 41 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Formatted: Font: 8 pt, Highlight Deleted: say Yes or press one. If you’re living somewhere else, say No or press two. If you’re not sure, say Question or press the star key. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential Confirmation prompts Option / Name Wording no confirmations for Yes / No DialogModule parameters Parameter Value 1060-GLB-LiveInUS-Parameter after_end_of_speech_timeout 1,000 ms before_begin_of_speech_timeout 7,000 ms allowing_barge_in True Event logging Developer notes Use the standard Yes/No DM and its associated grammar (variations on yes and no). Play all help prompts if caller says Question. 1065_MI 53 Host Transaction Database Query Message to host for MI = 53 is to be used if caller enters this state. Entering from 1060-LiveInUS-YN Condition Action Go to: 1120-CantUse-Msg Event logging 1070-OwnBene-VM Yes/No DialogModule™ Ask caller to confirm they’re changing their own account. Entering from 1060-LiveInUS-YN Prompts Message Number Type / Name Wording 10701 1070-GLB-OwnBenePrompt-Initial Is the change you’re calling about for your OWN benefit or payment? Yes or no. 10702 1070-GLB-OwnBenePrompt-Retry1 [Global Default] If you’re calling about your own benefit or payment, say Yes. If you’re calling about someone else’s benefit, say No. 10703 1070-GLB-OwnBenePrompt-Retry2 [Global Default] If you’re calling about your own benefit or payment, press one. Otherwise, press two. 10704 1070-GLB-OwnBenePrompt-Timeout1 I’m sorry, I didn’t hear anything. If you’re calling about your own benefit or payment, say Yes or press one. If you’re calling about someone else’s benefit, say No or press two. If you’re not sure, say Question or press the star key. User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 42 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Formatted: Font: 8 pt, Highlight Deleted: say Yes or press one. If you’re calling about someone else’s benefit, say No or press two. If you’re not sure, say Question or press the star key. Change of Address / Direct Deposit 10705 Nuance/Social Security Administration -- Confidential 1070-GLB-OwnBenePrompt-Timeout2 I’m sorry, I still didn’t hear anything. If you’re calling about your own benefit or payment, say Yes or press one. If you’re calling about someone else’s benefit, say No or press two. If you’re not sure, say Question or press the star key. [pause 4 sec] If you need assistance, say Agent or press zero. 1070-GLB-OwnBenePrompt-Help1 [slowly] OK, I’ll try to help with more explanation. You can use this automated service to change your address or phone number with Social Security only if you meet certain conditions. One of those conditions is that can make changes only for your own account. You cannot make changes for someone else’s account even if they asked you to do it. Social Security privacy regulations don’t allow us to do that with this automated system. 00500 silence_500 [500 ms silence] 10707 1070-GLB-OwnBenePrompt-Help2 [slowly] If you ARE calling on behalf of someone else, you should say Agent or press zero for assistance. [2 sec pause] So please let me ask again: Is the change you’re calling about for your OWN benefit or payment? Please say Yes or No. 10706 Help — play all of these DTMF Option Vocabulary Action Confirm. 1070-GLB-OwnBene-Option-yes yes 1 Go to: 1080-COAorDD-Check If necessary 1070-GLB-OwnBene-Option-no no 2 Go to: 1120-CantUse-Msg If necessary Confirmation prompts Option / Name Wording no confirmations for Yes / No DialogModule parameters Parameter Value 1070-GLB-OwnBene-Parameter after_end_of_speech_timeout 1,000 ms before_begin_of_speech_timeout 7,000 ms allowing_barge_in True Event logging Developer notes Use the standard Yes/No DM and its associated grammar (variations on yes and no). 1080-COAorDD-Check Branch on Condition Up to here, other than the initial greeting, everything was the same for both COA and DD. Now we split and do different things. Entering from 1070-OwnBene-VM Req ID Condition Action 1080-GLB-COAorDD-Condition-COA IF doing COA Go to: 1090-KnowZip-VM 1080-GLB-COAorDD-Condition-DD Else doing DD Go to: 1100-KnowBank-VM Event logging User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 43 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential 1090-KnowZip-VM Yes/No DialogModule™ Ask caller if they have their new zip code and / or new phone number handy. Entering from 1080-COAorDD-Check Prompts Message Number Type / Name Wording 10901 1090-GLB-KnowZip-Prompt-Initial To change your address, you’ll need to know your new five-digit zip code. To change your phone number, you’ll need to know your new ten-digit phone number including area code. Do you have the numbers you’ll need with you now? Yes or no. 10902 1090-GLB-KnowZip-Prompt-Retry1 [Global Default] If you have your new zip code or new phone number with you right now, say Yes. If you don’t have them, say No. 10903 1090-GLB-KnowZip-Prompt-Retry2 [Global Default] If you have your new zip code or new phone number with you right now, press one. Otherwise, press two. 10904 1090-GLB-KnowZip-PromptTimeout1 I’m sorry, I didn’t hear anything. If you have your new zip code or new phone number with you right now, say Yes or press one. If you don’t have them, say No or press two. If you’re not sure, say Question or press the star key. 10905 1090-GLB-KnowZip-PromptTimeout2 I’m sorry, I still didn’t hear anything. If you have your new zip code or new phone number with you right now, say Yes or press one. If you don’t have them, say No or press two. If you’re not sure, say Question or press the star key. 1090-GLB-KnowZip-Prompt-Help1 [slowly] OK, I’ll try to help with more explanation. To change your address with this automated system, I need to know your new zip code. To change your phone number, you’ll need to tell me the new one with area code. If you don’t have these numbers available, you can always call back later when you do have them. 20000 silence_2000 [2 sec silence] 10907 1090-GLB-KnowZip-Prompt-Help2 So please let me ask you again: Do you have your new zip code or new phone number with you? Yes or no. 10906 Help – play all of these DTMF Option Vocabulary Action Confirm. 1090-GLB-KnowZip-Option-yes yes 1 Go to: 1300-PWDorKB-Check If necessary 1090-GLB-KnowZip-Option-no no 2 Go to: 1110-CantProceed-VM If necessary Note: remove agent synonyms from global grammar for this DM. Confirmation prompts Option / Name Wording no confirmations for Yes / No DialogModule parameters Parameter Value 1090-GLB-KnowZip-Parameter after_end_of_speech_timeout 1,000 ms before_begin_of_speech_timeout 15,000 ms Note increased value allowing_barge_in True User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 44 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Deleted: Formatted: Font: 8 pt, Highlight Deleted: say Yes or press one. If you don’t have them, say No or press two. If you’re not sure, say Question or press the star key. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential Event logging Developer notes Use the standard Yes/No DM and its associated grammar (variations on yes and no). 1100-KnowBank-VM VoiceMenu DialogModule™ Tell caller they’ll need bank routing and account numbers and ask if they have them. Entering from 1080-COAorDD-Check Prompts Message Number Type / Name 11040 Initial – play all of these Wording 1100-GLB-KnowBankPrompt-Initial1 To set up or change direct deposit of your benefits, you’ll need to know two numbers that you can get from your personal check, or from your financial institution. The first is the bank routing number. [1 sec pause] The second is your personal account number. 1000 silence_1000 [ 1 sec silence ] 11041 1100-GLB-KnowBankPrompt-Initial2 If you have those numbers now, say I’m Ready. If you’re not sure, say More Information. If you need a moment to find the numbers, say Wait A Minute. If you DON’T have the numbers, say I Don’t Have Them. Deleted: 0 11042 first retry 1100-GLB-KnowBankPrompt-Retry1 [Global Default] If you DO have the bank numbers, say “I’m Ready”, or press one. If not, say “I Don’t Have Them”, or press two. If you need a moment to find them, say “Wait A Minute”, or press three. If you’re not sure whether you have the numbers, say “More Information”, or press the star key. If you no longer want to set up or change direct deposit, say “Main Menu” or press 9. 11043 second retry 1100-GLB-KnowBankPrompt-Retry2 [Global Default] If you DO have the bank numbers, say “I’m Ready”, or press one. If not, say “I Don’t Have Them”, or press two. If you need a moment to find them, say “Wait A Minute”, or press three. If you’re not sure whether you have the numbers, say “More Information”, or press the star key. If you no longer want to set up or change direct deposit, say “Main Menu” or press 9. 11044 first timeout 1100-GLB-KnowBankPrompt-Timeout1 I’m sorry, I didn’t hear anything. If you DO have the bank numbers, say I’m Ready, or press one. If not, say I Don’t Have Them, or press two. If you need a moment to find them, say Wait A Minute, or press three. If you’re not sure whether you have the numbers, say More Information, or press the star key. Or, if you’d like to do something else, say Main Menu or press 9. 11045 second timeout 1100-GLB-KnowBankPrompt-Timeout2 I’m sorry, I still didn’t hear anything. If you DO have the bank numbers, say I’m Ready, or press one. If not, say I Don’t Have Them, or press two. If you need a moment to find them, say Wait A Minute, or press three. If you’re not sure whether you have the numbers, say More Information, or press the star key. If you no longer want to set up or change direct deposit, say Main Menu or press 9. [4 sec pause] If you need assistance, say Agent or press zero. third timeout 1100-GLB-KnowBankPrompt-Timeout3 User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 45 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit 11046 Nuance/Social Security Administration -- Confidential 1100-GLB-KnowBankPrompt-Help1 Sure, here’s a bit more information about those numbers. The bank routing number is exactly nine digits and is printed on the bottom of each check in between two marks that look like a vertical bar followed by a colon. It’s usually the left-most number at the bottom of the check. 00500 silence_500 [500 ms silence] 11047 1100-GLB-KnowBankPrompt-Help2 Your account number is some number of digits ending with a symbol that looks like two vertical bars followed by a square dot. Don’t confuse your ACCOUNT number with your CHECK number that is both at the bottom and at the top right of your check. 00500 silence_500 [500 ms silence] 11048 1100-GLB-KnowBankPrompt-Help3 If you don’t have these numbers, you’ll need to get them from your financial institution before we can set up or change direct deposit. If you DO have the numbers now, say I’m Ready. If you need a moment to find the numbers, say Wait A Minute. If you DON’T have the numbers, say I Don’t Have Them. 20000 silence_2000 [2 sec silence] 11049 1100-GLB-KnowBankPrompt-Help4 If you want to call again later, just hang up. If you no longer want to set up or change direct deposit, say Main Menu. To hear this information again, say More Information. Help – play all of these Option Vocabulary 1100-GLB-KnowBank-Option-Have [I’m] ready DTMF Deleted: 00500 Action Confirm. 1 Go to: 1300-PWDorKB-Check If necessary yes I have it 1100-GLB-KnowBank-Option-DontHave [I] don’t have [them | the numbers] 2 Go to: 1110-CantProceed-VM Always 1100-GLB-KnowBank-OptionWaitAMinute wait a minute 3 Go to: 1105 Never Confirmation prompts Message Number Option / Name Wording 11050 1100-GLB-KnowBankConfPromptHaveThem [I think you said] that you have the numbers. [Is that correct?] 11051 1100-GLB-KnowBankConfPrompt-DontHave [I think you said] that you DON’T have the numbers so you’ll need to call back later. [Is that correct?] DialogModule parameters Parameter Value 1100-GLB-KnowBank-Parameter after_end_of_speech_timeout 1,000 ms before_begin_of_speech_timeout 20,000 ms Note increased value allowing_barge_in True collection_maxnoinputs 3 Event logging User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 46 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential Developer notes Note the extra long timeout value in case caller needs to fumble around to find the numbers. Also the number of timeouts allowed is increased. And if that isn’t enough, there’s also a Wait A Minute feature. set SWI_scoreDelta to +200 to increase bias towards utterance, -200 to decrease (down-weight) bias towards utterance in grammar e.g. - Add one-step correction to confirmation grammar for this DM “no, I have (them | the numbers)” Route the same as “I’m ready”. 1105-SayReady-VM VoiceMenu DialogModule™ Caller asked to wait. Entering from 1100-KnowBank-VM Prompts Message Number Type / Name Wording 11052 1105-DD-SayReadyPrompt-Initial OK, I’ll wait a bit. When you’re ready, say I’m Ready or press one on your keypad. 11053 1105-DD-SayReadyPrompt-Retry1 [Global Default] Are you ready now? 11054 1105-DD-SayReadyPrompt-Retry2 [Global Default] If you’re ready now, say I’m Ready or press one, otherwise say Wait A Minute or press two. [4 sec pause] If you need assistance, say Agent or press zero. 11055 1105-DD-SayReadyPrompt-Timeout1 When you’re ready, say I’m Ready or press one on your keypad. 11055 1105-DD-SayReadyPrompt-Timeout2 and 3 and 4
AGENT=‘agent’; SWI_scoreDelta=-200 agent11056 1105-DD-SayReadyPrompt-Help I’m waiting for you to find the bank numbers you’ll need to set up direct deposit. When you have them, say I’m Ready. Otherwise say Wait A Minute. [1 sec pause] If you can’t find the numbers, just hang up now and call back when you find them. [4 sec pause] If you need assistance, say Agent or press zero. Option Vocabulary 1105-DD-SayReady-Option-Ready [yes] I’m ready DTMF Action Confirm. 1 Go to: 1300-PWDorKB-Check If necessary 2 re-enter this DM, replaying the Initial prompt If necessary 3 Go to: 1100-KnowBank-VM If necessary I have the numbers yes hello OK I got it 1105-DD-SayReady-Option-NotReady wait a minute no 1105-DD-SayReady-Option-Repeat repeat repeat the question User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 47 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential Confirmation prompts Message Number Option / Name Wording 1105-DD-SayReadyConfPrompt-Ready [I think you said] that you’re ready with the bank numbers. [Is that correct?] 11058 1105-DD-SayReadyConfPrompt-NotReady [I think you said] that you need more time. [Is that correct?] 11059 1105-DD-SayReadyConfPrompt-Repeat [I think you said] you’d like to hear the question again. [Is that correct?] 11057 DialogModule parameters Parameter Value 1105-DD-SayReady-Parameter after_end_of_speech_timeout 1,000 ms before_begin_of_speech_timeout 20,000 ms Note large value allowing_barge_in True collection_maxnoinputs 4 Note increased value for number of timeouts barge-in sensitivity 0.9 Event logging Developer notes Be sure sensitivity parameter is set as indicated. 1110-CantProceed-VM VoiceMenu DialogModule™ The caller said they don’t have the required numbers (zip or bank info), so tell them we can’t proceed and offer the usual options. Note this is different from not being qualified to use the application. The caller is allowed to use the application, but just doesn’t have the required numbers handy. Entering from 1090-KnowZip-VM, 1100-KnowBank-VM Prompts Message Number Name Wording 11101 Type 1110-GLB-CantProceed-Prompt-Initial1 I’m afraid we can’t proceed without those numbers. Please call back as soon as you have them and I’ll be glad to help you with these changes. 1000 silence_1000 [1 sec silence] 11102 1110-GLB-CantProceed-Prompt-Initial2 If you’d like to do something else, you can say Main Menu. Otherwise just hang up. 11103 1110-GLB-CantProceed-Prompt-Retry1 [Global Default] Please say Main Menu or press nine, or just hang up. 11104 1110-GLB-CantProceed-Prompt-Retry2 [Global Default] Please say Main Menu or press nine, or just hang up. 11105 1110-GLB-CantProceed-PromptTimeout1 I’m sorry, I didn’t hear anything. Please say Main Menu or press nine, or just hang up. 11105 1110-GLB-CantProceed-PromptTimeout2 I’m sorry, I didn’t hear anything. Please say Main Menu or press nine, or just hang up. User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 Deleted: 0 48 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential 11101 1110-GLB-CantProceed-Prompt-Help1 I’m afraid we can’t proceed without those numbers. Please call back as soon as you have them and I’ll be glad to help you with these changes. 11102 1110-GLB-CantProceed-Prompt-Help2 If you’d like to do something else, you can say Main Menu. Otherwise just hang up. Option Vocabulary Action Confirm. 1110-GLB-CantProceed-Option-Ready same grammar as 1105-DDSayReadyOption-Ready DTMF 1 Go to: 1300-PWDorKB-Check If necessary 1110-GLB-CantProceed-Option-Goodbye thank you — hang up Never goodbye OK Note: Be sure that global grammars for "main menu" and "question" are active. Confirmation prompts Message Number Option / Name Wording 11107 1110-GLBCantProceedConfPrompt-Ready [I think you said] that you’re ready with the numbers. [Is that correct?] DialogModule parameters Parameter Value 1110-GLB-CantProceed-Parameter after_end_of_speech_timeout 1,000 ms before_begin_of_speech_timeout 7,000 ms allowing_barge_in True Event logging Developer notes 1120-CantUse-Msg Play Prompt The caller has given a disqualifying response to a screening question so they aren’t allowed to use this application, but an agent may be able to help. Entering from 1050-GetSSI-YN, 1060-LiveInUS-YN, 1070-OwnBene-VM.1065_MI 53 Host Transaction Prompts Message Number Name Wording 11200 1120-GLB-CantUsePrompt-Initial1 Based on that information, you won’t be able to use this automated system, but we’d still like to help if we can. Condition Action 1120-GLB-IntroQual-Condition-Always NeedAssistanceWith := ValidationFailure Go to: 2100-AfterHours-Check User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 49 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential Event logging Developer notes No barge-in 1130_CantDoThat_DM CustomContext DialogModule™ The caller has given a disqualifying response to a screening question, so they can’t perform the function at all, even using an agent. Entering from 1040-GetBeneNow-YN Prompts Message Number Type Name Wording 11301 Initial 1130-GLB-CantDoThat-PromptInitial1 Based on that information, you cannot perform this function even with the help of an agent. To perform this function, you must be RECEIVING benefit payments. For further details, and some tips on what you CAN do, say More Information. [ 2 sec pause] If there’s something else you need to do with Social Security, or if you want to try again, you can say Main Menu. If you’re done, just hang up. 11302 Retry 1 1130-GLB-CantDoThat-PromptRetry1 [Global Default] Please say Main Menu, or just hang up. 11303 Timeout 1 1130-GLB-CantDoThat-PromptTimeout1 I’m sorry, I didn’t hear anything. Please say Main Menu, or just hang up. Option Vocabulary DTMF Action Confirm. disable all global grammars for this DM main menu main menu more info more information 9 Go to 2212 2212-ThanksBeforeReturn-Msg If necessary * Go to 1140 1140_HelpForCantDoThat_DM Never menu Confirmation prompts Option Name main menu gl_conf_mainmenu Wording [I think you said] you want to return to the Main Menu. [Is that correct?] DialogModule parameters Parameter Value incompletetimeout 1,000 ms timeout 7,000 ms bargein True maxnomatches 1 maxnoinputs 1 Event logging User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 50 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential Developer notes 1140_HelpForCantDoThat_DM CustomContext DialogModule™ Entering from 1130 1130_CantDoThat_DM Prompts Message Number Type Name Wording 11402 Initial 1140-GLB-HelpForCantDoThatPrompt-Initial1 I’ll try to explain it more. The function you requested, either change of address or setup of direct deposit, can be performed only by people who are currently receiving Social Security retirement, disability, or survivor benefit payments. If you don’t meet this requirement, our agents can’t help you with these functions either, because Social Security doesn’t maintain address information for you in our files. If you’ve APPLIED to receive benefits and need to change your address, say Agent now and the agent will refer you to the office that has your pending claim. If you are neither receiving benefits nor have applied for benefits, but still need to change the address to which we send Social Security statements, you’ll have to do that through 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. [2 sec pause] If there’s something else you need to do with Social Security, you can say Main Menu. If you’re done, just hang up. To hear this message again, say More Information. 11403 Retry 1 1130-GLB-CantDoThat-PromptRetry1 [Global Default] Please say Main Menu, or just hang up. 11404 Timeout 1 1130-GLB-CantDoThat-PromptTimeout1 I’m sorry, I didn’t hear anything. Please say Main Menu, or just hang up. Option Vocabulary DTMF Action Confirm. disable all global grammars for this DM main menu main menu more info more information agent agent synonyms 9 Go to 2212 2212-ThanksBeforeReturn-Msg If necessary * re-enter this DM never 0 Go to 2100 2100-AfterHours-Check If necessary menu question Confirmation prompts Message Number Option 00117 main menu User Interface Specification Name Wording gl_conf_mainmen u [I think you said] you want to return to the Main Menu. [Is that correct?] SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 51 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit 00130 Nuance/Social Security Administration -- Confidential agent gl_conf_operator [I think you said] you want to talk to an agent. [Is that correct?] DialogModule parameters Parameter Value incompletetimeout 1,000 ms timeout 7,000 ms bargein True maxnomatches 1 maxnoinputs 1 Event logging Developer notes 1300-PWDorKB-Check Branch on Condition The caller is qualified to use the application and wants to do a change of address or phone. See how we entered the application – directly from main or indirectly from password services – and branch accordingly. Entering from 1090-KnowZip-VM Req ID Condition Action 1300-GLB-PWDorKB-ConditionPwdUnsure IF Main Menu option 2 (COA) OR option 3 (DD) Go to: 1310-UsingPwd-Check 1300-GLB-PWDorKB-ConditionUsingPwd Else IF Main Menu option 4 (Pwd svcs) plus COA OR plus DD Go to: 1320-CallPwdAuth-Code —- Else impossible condition — Event logging 1310-UsingPwd-Check Branch on Condition Check the answer to our earlier question about whether the caller plans to use a password. Entering from 1300-PWDorKB-Check Req ID Condition Action 1310-GLB-UsingPwdCondition-Pwd IF using password Go to: 1320-CallPwdAuth-Code 1310-GLB-UsingPwdCondition-KBA Else using KBA Go to: 1330-CallKBAuth-Code Event logging User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 52 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Deleted: speak Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential 1320-CallPwdAuth-Code Entered from 1300-PWDorKB-Check, 1032-HavePwd-VM Call PwdAuth no parameters expect return code of Success or Failure Go to: 1340-authstatus-Check Event Logging: 1330-CallKBAuth-Code Entered from 1310-UsingPwd-Check Call KBAuth no parameters expect return code of Success or Failure Go to: 1340-authstatus-Check Event Logging: 1340-authstatus-Check Branch on Condition We called one of the authorization routines, either PwdAuth or KBAuth. See what they returned. Entering from 1320-CallPwdAuth-Code, 1330-CallKBAuth-Code Req ID Condition Action 1340-GLB-authstatusCondition-SuccCOA IF auth success AND doing COA Go to: 1350-CallCOA-Code 1340-GLB-authstatusCondition-SuccDD else if auth success AND doing DD Go to: 1450-CallDD-Code 1340-GLB-authstatusConditionAcctBlockedCOA else auth failure because account blocked NeedAssistanceWith := ValidationFailure 1340-GLB-authstatusCondition-Fail else auth failure for some other reasons Go to: 2100-AfterHours-Check NeedAssistanceWith := ValidationFailure Go to: 1500-CantAuth-Msg Event logging 1350-CallCOA-Code Entered from 1340-authstatus-Check Call COA no parameters expect return code of Success or Failure Go to: 1360-checkstatus-Check Event Logging: User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 53 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential 1360-checkstatus-Check Branch on Condition We called the COA or the DD routine. See what it returned. Entering from 1350-CallCOA-Code, 1450-CallDD-Code Req ID Condition Action 1360-GLB-checkstatus-Condition-Succ IF Success from COA or DD Go to: 1370-done-VM 1360-GLB-checkstatus-Condition-Fail Else DD Failure Go to: 1365_MI_54 1360-GLB-checkstatus-Condition-Fail Else COA Failure Go to: 1510-NowWhat-VM Event logging 1365 MI 54 Host Transaction Database Query Message to host for MI = 54 is to be used if caller enters this state. Entering from 1360-checkstatus-Check Condition Action Go to: 1510-NowWhat-VM Event logging 1370-done-VM VoiceMenu DialogModule™ Change completed successfully. Ask if callers wants anything else. Entering from 1360-checkstatus-Check Prompts Message Number Type / Name Wording 13701 1370-GLB-donePrompt-Initial If you’d like to do something else, you can say Main Menu. Otherwise just hang up. 13702 1370-GLB-donePrompt-Retry1 [Global Default] Please say Main Menu or just hang up. 13703 1370-GLB-donePrompt-Retry2 [Global Default] Please say Main Menu or press nine, or just hang up. 13704 1370-GLB-donePrompt-Timeout1 I’m sorry, I didn’t hear anything. If you’d like to do something else, please say Main Menu or press nine. Otherwise you can just hang up. 13705 1370-GLB-donePrompt-Timeout2 I’m sorry, I didn’t hear anything. If you’d like to do something else, please say Main Menu or press nine. Otherwise you can just hang up. 13706 1370-GLB-donePrompt-Help We’ve collected all your information and sent it off for processing. Now if you’d like to do something else with this automated system, say Main Menu or press nine. Otherwise, if you’re finished, you can just hang up. User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 54 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential Option Vocabulary 1370-GLB-done-Option-Goodbye goodbye DTMF Action Confirm. 1 hang up Never thanks thank you OK Confirmation prompts Option / Name Wording none DialogModule parameters Parameter Value 1370-GLB-done-Parameter after_end_of_speech_timeout 1,000 ms before_begin_of_speech_timeout 7,000 ms allowing_barge_in True Event logging Developer notes 1450-CallDD-Code Entered from 1340-authstatus-Check Call DD no parameters expect return code of Success or Failure Go to: 1360-checkstatus-Check Event Logging: 1500-CantAuth-Msg Play Prompt Caller failed authentication. Say so. Entering from 1340-authstatus-Check Prompts Name Name Wording 15002 1500-GLBCantAuthPrompt-1 Since I couldn’t validate your identity, we can’t continue with the change you requested. 1000 silence_1000 [1 sec silence] Deleted: 3 Req ID Condition Action Deleted: 0 1500-GLB-CantAuth-Condition-Always Always Go to: 1510-NowWhat-VM Deleted: 3 Deleted: 3 User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 55 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential Event logging Developer notes No barge-in Check this setting! 1510-NowWhat-VM VoiceMenu DialogModule™ The caller failed in authentication. Entering from 1500-CantAuth-Msg Prompts Message Number Type / Name Wording 15101 1510-GLBNowWhat-PromptInitial If you'd like to do something else, say Main Menu. If you're done, say Goodbye or just hang up. [2 sec pause] If you need assistance, say Agent or press zero. 15102 1510-GLBNowWhat-PromptRetry1 [Global Default] Please say Agent or press zero, or say Main Menu or press nine, or just hang up. 15103 1510-GLBNowWhat-PromptRetry2 [Global Default] Please say Agent or press zero, or say Main Menu or press nine, or just hang up. 15104 1510-GLBNowWhat-PromptTimeout1 I’m sorry, I didn’t hear anything. There’s nothing more I can help you with in this part of the system. Please say Agent or press zero, or say Main Menu or press nine, or just hang up. 15015 1510-GLBNowWhat-PromptTimeout2 I’m sorry, I didn’t hear anything. There’s nothing more I can help you with in this part of the system. Please say Agent or press zero, or say Main Menu or press nine, or just hang up. 15106 1510-GLBNowWhat-PromptHelp There’s nothing more I can help you with in this part of the system. Please say Agent or press zero, or say Main Menu or press nine, or just hang up. Option Vocabulary 1510-GLB-NowWhat-Option-Goodbye goodbye DTMF Action Confirm. — Hang Up never — Hang Up — OK no max timeout or max retry in this DM — add "agent agent" as synonym for "agent" in this DM Confirmation prompts Option / Name Wording none DialogModule parameters Parameter Value 1510-GLB-NowWhat-Parameter after_end_of_speech_timeout 1,000 ms before_begin_of_speech_timeout 7,000 ms allowing_barge_in True User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 56 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Deleted: Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential Event logging Developer notes Before entry to this DM, discard any speech input that was received. 2010-DMfailure-Msg Play Prompt The number of retries or timeouts exceeded the maximum. Entering from any DM in this global module Prompts Message Numbers Name Wording 20101 2010-GLBDMfailurePrompt1 I’m so sorry I’m not able to understand you. Req ID Condition Action 2010-GLB-DMfailure-Condition-Always Always NeedAssistanceWith := MaxRetry or MaxTimeout as appropriate Go to: 1510-NowWhat-VM Event logging Developer notes No barge-in 2100-AfterHours-Check Branch on Condition Branches on whether operators are standing by. Entering from 1036-SystemAvailability-Check, Global Commands Vocabulary Req ID Condition Action 2100-GLB-AfterHours-Condition-During If During Hours Go to: 2110-GettingHelpOperator-Msg 2100-GLB-AfterHours-Condition-After Else After Hours Go to: 2211-ReturnToMain_or_HangUP-VM Event logging Pass NeedAssistanceWith value onto next state 2101-ErrorAfterHours-Check Branch on Condition A VoiceGenie error has occurred. Branch according to whether agents are available. Entering from anywhere, when a VoiceGenie error occurs User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 57 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential Req ID Condition Action 2101-GLB-ErrorAfterHours-Condition-During IF During Hours Go to: 2111-ErrorGettingHelpOperator-Msg 2101-GLB-ErrorAftersHours-Condition-After Else After Hours Go to: 2112-ErrorAfterHours-Msg Event logging Pass NeedAssistanceWith value onto next state 2110-GettingHelpOperator-Msg Play Prompt Call needs assistance from live operator Entering from 2100-AfterHours-Check Prompts Message Number Condition Name Wording 21101 NeedAssistanceWith = ValidationFailure 2110-GLBGettingHelpOperator -Prompt1 Hold on while I connect you to someone who can help you with this. 21102 NeedAssistanceWith = SysUnavailable 2110-GLBGettingHelpOperator -Prompt2 I’m sorry, but the system is unavailable at this time. Please hold while I transfer your call to someone who can help you. 21103 NeedAssistanceWith = MaxTimeout or MaxRetry 2110-GLBGettingHelpOperator -Prompt3 I’m sorry, but I just don’t seem to understand you. Let me connect you to an agent who can help you. Please hold while I transfer your call. 21104 NeedAssistanceWith = UserRequestedAgent 2110-GLBGettingHelpOperator -Prompt4 Sure. One moment. I’ll transfer you to someone who can help. Condition Action Always Go to: [TRXF TO AGENT] 2110-GLB-GettingHelpOperatorCondition-Always Event logging Developer notes No barge-in. The structure and wording here are taken from the BEVE/MRC application. 2111-ErrorGettingHelpOperator-Msg Play Prompt A VoiceGenie error occurred and agents are available. Entering from 2101-ErrorAfterHours-Check Prompts Message Number Condition Name Wording 21111 Always 2111-GLBErrorGettingHelpOperator-Prompt1 I’m sorry, but there’s a problem with the system and I can’t continue. Hold on while I transfer you to an agent. User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 58 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential Req ID Condition Action 2111-GLB-ErrorGettingHelpOperator-Condition-1 Always [TRXF TO AGENT] Event logging Developer notes No barge-in 2112-ErrorAfterHours-Msg Play Prompt A VoiceGenie error occurred and agents are NOT available. Entering from 2101-ErrorAfterHours-Check Prompts Message Number Condition Name Wording 21121 Always 2112-GLB-ErrorAfterHoursPrompt1 I’m sorry, but there’s a problem with the system and I have to hang up now. Please call again during business hours. Req ID Condition Action 2111-GLB-ErrorGettingHelpOperator-Condition-1 Always [TRXF TO AGENT] Event logging Developer notes No barge-in 2211-ReturnToMain_or_HangUP-VM CustomContext Caller needs assistance with something, but operators are not available. Ask if the caller wants to return to the main menu or hang up. Entering from 2100-AfterHours-Check Prompts Message Number Type Condition Name Wording 22110 Initial NeedAssistanceWith = SysUnavailable 2211-GLBReturnToMainPrompt-Initial1 I’m sorry, but the system is currently unavailable. Please try your call again later or try during business hours if you’d prefer to speak with an agent. But, if there’s anything else you’d like to do, say “MAIN MENU”. Otherwise just hang-up. User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 59 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential 22111 NeedAssistanceWith = ValidationFailure 2211-GLBReturnToMainPrompt-Initial2 Our offices are closed now, but you can call back to speak with an agent. Agents are available seven A M to seven P M, Monday through Friday, except national holidays. [2 sec pause] In the mean time, if there’s something else you’d like to do, you can say Main Menu. Otherwise, just hang up now. 22112 NeedAssistanceWith = MaxTimeout or MaxRetry 2211-GLBReturnToMainPrompt-Initial3 I’m sorry, but I just don’t seem to understand you. To speak with an agent, please call back during business hours. If there’s anything else you’d like to do, say “MAIN MENU”. Otherwise you can just hang-up. 22113 NeedAssistanceWith = UserRequestedAgent 2211-GLBReturnToMainPrompt-Initial4 Unfortunately, our offices are closed. To speak with an agent, please call back during business hours. If there’s anything else you’d like to do, say “MAIN MENU”. Otherwise you can just hangup. 22114 2211-GLB-ReturnToMain-Prompt-Retry1 [Global Default] I’m afraid you’ll have to call back and speak with an agent during business hours. In the mean time, if there’s anything else you’d like to do, say MAIN MENU or press nine. Otherwise you can just hang-up. 22115 2211-GLB-ReturnToMain-Prompt-Retry2 [Global Default] Unfortunately, there are no agents available at this time. I’m afraid you’ll have to call back during business hours. But if there’s anything else you’d like to do, say MAIN MENU or press nine. Otherwise you can just hang up. 22116 2211-GLB-ReturnToMain-Prompt-Timeout1 Sorry, I didn’t hear you and I’m afraid our offices are currently closed. To speak with an agent, you’ll have to call back. If there’s anything else you’d like to do, say MAIN MENU or press nine. Otherwise you can just hang-up. 22117 2211-GLB-ReturnToMain-Prompt-Timeout2 Sorry, I still didn’t hear you and I’m afraid our offices are currently closed. To speak with an agent, you’ll have to call back. If you’d like to return to the main menu, say MAIN MENU or press nine. If you’d like to end your call you can simply hang up. 22118 2211-GLB-ReturnToMain-Prompt-Help At this point, I’m afraid our offices are closed, so you’ll have to call back if you’d like to speak with an agent. But you do have two other options. You can either say MAIN MENU or press nine, or you can end the call by simply hanging up. Option Vocabulary DTMF Action Confirm. 2211-GLB-ReturnToMain-Option-MainMenu “Main Menu” 9 Go to: 2212-ThanksBeforeReturn-Msg If necessary 2211-GLB-ReturnToMain-Option-Goodbye “Goodbye” — Hang Up never Confirmation prompts Message Number Name Wording 22119 2211-GLB-ReturnToMainConfPrompt-MainMenu [I think you said] you wanted to return to the Main Menu. [Is that correct?] User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 60 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business. Change of Address / Direct Deposit Nuance/Social Security Administration -- Confidential Confirmation Options Vocabulary 2211-GLB-ReturnToMain-ConfOption-Yes “Yes [it is]” DTMF Confirm. 1 Never 2 Never “[Yes] that’s right” “Right” “[That’s] correct” 2211-GLB-ReturnToMain-ConfOption-No “No [it isn’t]” “[No] that’s not right” DialogModule parameters Parameter Value 2211-GLB-ReturnToMain-Parameter after_end_of_speech_timeout 1,000 ms before_begin_of_speech_timeout 7,000 ms allowing_barge_in True Event logging Developer notes On MaxTimeout, Max Retry or MaxHelp in this DM Hang Up. Disable Global Command Grammar. The structure and wording here are taken from the BEVE/MRC application. 2212-ThanksBeforeReturn-Msg Play Prompt Thank caller before returning them to the main menu (N8NN). Entering from 2211-ReturnToMain_or_HangUP-VM Prompts Message Number Name Wording 22121 2212-GLBThanksBeforeReturnPrompt-Initial Sure. I’ll transfer you now. Req ID Condition Action 2212-GLB-ThanksBeforeReturn-Condition-Always Always transfer to main menu Event logging Developer notes No barge-in —End of Specification — User Interface Specification SSA_COA-DD_UIDesignSpec_Global_TVDC_2 31 September 16 2008 61 of 61 Verizon Business Confidential & Proprietary. This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to third parties without the consent of Verizon Business.
| File Type | application/pdf |
| File Title | SSA COADD UIspec Global |
| File Modified | 2009-06-26 |
| File Created | 2009-06-26 |