Respondents who decline to use SAP and instead use KBA

mySocial Security – Security Authentication PIN (SAP)

Knowledge-Based Authentication Module (Current Version)

Respondents who decline to use SAP and instead use KBA

OMB: 0960-0846

Document [pdf]

Download: pdf | pdf

Social Security Administration
Change of Address / Direct Deposit
User Interface Specification
Last Saved: April 02, 2010

Knowledge-Based
Authorization
OMB Attestation Addition
SARA3 DD-COA Module Change Request

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.

4.15.4

Change of Address / Direct Deposit

Verizon Business-- Confidential

Chapter 1: Introduction
This document is one part of a set of documents that describe the user interface for the
Social Security Administration (SSA) Change of Address (COA) and Direct Deposit (DD)
application. This document describes only the interaction for knowledge-based
authentication (KBA). The call flow has passed through initial introduction and caller
qualification before getting to this section. A caller will pass through either this module, or
through the password authentication (PWA) module, but not both.
Note that this entire section is jumped into from the Global part of the application and
returns to it. The only entry point to this section is from COA-DD 1330-CallKBAuth-Code.
Exit from this section is by return to the same module (COA-DD 1330-CallKBAuth-Code)

Knowledge Based Authorization-v 4.15.4

02 April 2010

13 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

Chapter 2: Global Behavior
2.1

Privacy
The following information is considered confidential; SSN, First Name, Last Name,
Mother’s Maiden Name, Other Last Name (as it appears on their Social Security card), Date
of Birth, Place of Birth, and Payment Amount. The confidential flag should be set to true for
all dialog modules collecting this information from the caller.

2.2

Timeouts and Retries
Retry prompts are specified in the DialogModule tables, and they are preceded by the
appropriate apology prompt:
Message Number

retry 1

00110

Message Number

upon rejection of
speech

apology_re1

I'm sorry, I didn't understand you.

upon confirmation

apology_re1
_

My mistake.

upon rejection of
speech

apology_re2

I'm sorry, I still didn't understand you.

upon confirmation

apology_re2
_

My mistake again.

upon no input

apology_re1

upon confirmation

apology_re1
_

upon no input

apology_re2

upon confirmation

apology_re2
_

My mistake again.

[…]

00111
Message Number

retry 2

00112
Message Number
00113
Message Number

Timeout 1

I’m sorry, I didn’t hear anything.

00132
Message Number
00111
Message Number

Timeout 2

My mistake.
I’m sorry, I still didn’t hear anything.

00133
Message Number
00113
excess retries

If callers reach maximum timeouts or retries they will be sent to 5900-DMfailure-Msg and
then routed back to Global. For all other global behavior see chapter 4 in the Change of
Address/Direct Deposit Global user interface document.

2.3

Avoid Same Mistake
(This section documents the already-existing system behavior. It is not a change.)

Knowledge Based Authorization-v 4.15.4

02 April 2010

14 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

In accordance with OSDM default settings, “AvoidSameMistake” is allowed in all collection
DMs unless specified otherwise. This is a global parameter and has no specific context.
“AvoidSameMistake” disallows an utterance that is recognized if the utterance was
previously rejected by a negative response (i.e. No) during confirmation. The application
advances to a retry because the No response given in the initial collection caused the DM to
remove the spoken utterance from the list of possible interpretations.
“AvoidSameMistake” is set to TRUE by default and if it needs to be disabled in any
individual DM, the Dialog Module Notes section or Developer Notes section will specify
“avoidsamemistake = False”.

Knowledge Based Authorization-v 4.15.4

02 April 2010

15 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

Chapter 3: Global Commands and Global Prompts
3.1

Global Commands
As per 4.5 Global Commands and Global Prompts section in COA-DD Global UI, ‘Main
Menu’ global command will transfer to N8NN Main Menu module 1100-Main-DM.

Knowledge Based Authorization-v 4.15.4

02 April 2010

16 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

Chapter 4: Detailed Dialog Specification
4.1

Call-Flow Tables

4999-Check Null Condition

Entering from
COA-DD Global 1330-CallKBAuth-Code

REQID

Condition

Action

4999-KBA-Check Null
Condition-Condition-0

If TVDC Items to collect= 0

Go to: 5003-Reverse ANI Look up

4999-KBA-Check Null
Condition-Condition-Else

If TVDC items else

Go to: 5000-Need2Ask-Msg

Developer Note:
Increment speak item counter for each item that is null.

5000-Need2Ask-Msg
Play Prompt
Prepare caller for sequence of questions.

Entering from
4999- Check Null Condition

Prompts
REQID

Message Number

5000-KBA-Need2AskPrompt-LC-1

50001

5000-KBA-Need2AskPrompt-LC-2

50002

Condition

Wording

If pieces to collect
=1

Before I can make any changes, I'll need to ask a
question to verify who you are. You will need to
know the EXACT dollar amount of your last benefit
payment to complete your transaction.

else

Before I can make any changes, I'll need to ask you
…
speak item counter[2-8]

5000-KBA-Need2AskPrompt-LC-3

questions to verify who you are. You will need to
know the EXACT dollar amount of your last benefit
payment to complete your transaction. If you’ll work
with me, you can make this change quickly .

50003

Req ID

Condition

Action

5000-KBA-Need2Ask-Condition-Always

Always

Go to: 5001-Attestation Flag Check

Event logging

Knowledge Based Authorization-v 4.15.4

02 April 2010

17 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

Developer notes
No barge-in

5001-Attestation Flag Check

Entering from
5000-Need2Ask-Msg

REQID

Condition

Action

5001-KBA-Attestation Flag
Check-Condition-0

If Attestation Flag = 0

Go to: 5002-AttestationYN

5001-KBA-Attestation Flag
Check-Condition-else

If Attestation Flag = else

Go to: 5003-Reverse ANI Look up

Module Notes
V-KBPW-ATT_1-(duration),T-KBPW-0000-(duration)

5002-AttestationYN
YesNo
OMB Attestation

Entering from
5001-Attestation Flag Check

Prompts
Message Number

REQID

55010

5002-KBAAttestationYNInitial 1

Condition

Wording

Barge-in

Social Security is allowed to collect this information under
the Social Security Act. This information collection meets
the requirements of the Paperwork Reduction Act under
O.M.B. number zero, nine, six, zero, zero, five, nine, six. We
estimate that it will take about 10 minutes to listen to the
instructions, gather the facts, and answer the questions.

Please note that any person who makes a false
representation in an effort to alter or obtain information from
the Social Security Administration may be punished by a
fine or imprisonment, or both.

55011

5002-KBAAttestationYNInitial 2

Do you understand and agree to these terms?

Yes

55012

5002-KBAAttestationYNRetry1

[ Global Default] Do you understand and agree to these
terms? Please say YES or NO.

Yes

Knowledge Based Authorization-v 4.15.4

02 April 2010

18 of 55

Change of Address / Direct Deposit

5002-KBAAttestationYNRetry2

55013

Verizon Business-- Confidential

[ Global Default] Any person who makes a false
representation in an effort to alter or obtain information from
the Social Security Administration may be punished by a
fine or imprisonment, or both. If you understand and agree
to these terms, press one. Otherwise press two

Yes

55014

5002-KBAAttestationYNTimeout1

Sorry, I didn’t hear anything. Do you understand and agree
to these terms? Please say YES or NO.

Yes

55015

5002-KBAAttestationYNTimeout2

I’m sorry, but I still didn’t hear anything. Any person who
makes a false representation in an effort to alter or obtain
information from the Social Security Administration may be
punished by a fine or imprisonment, or both. Do you
understand and agree with these terms? You can say YES
or press 1; or NO or press 2.

Yes

55016

5002-KBAAttestationYNHelp

Before we can continue, I need to know that you understand
and agree with the following warning. Any person who
makes a false representation in an effort to alter or obtain
information from the Social Security Administration may be
punished by a fine or imprisonment, or both. Do you
understand and agree to these terms? You can say YES or
press 1, or NO or press 2.

Yes

00120

5002-KBAAttestationYNSuccess1

Caller says
Yes

Alright.

N/A

12101

5002-KBAAttestationYNSuccess2

Caller says
No or max
retry/timeout

Thank you for calling Social Security. Goodbye.

N/A

REQID

Vocabulary

5002-KBA-AttestationYN-Option-Yes

Yes and usual
synonyms
(including “[Yes] I
do”)

DTMF
1

Action

Confirm.

Play 5002_AttestationYN-PromptSuccess-1

Never

Set Attestation Flag to 1
Go to: 5003-Reverse ANI Look up

5002-KBA-AttestationYN-Option-No

No and usual
synonyms

Play 5002_AttestationYN-PromptSuccess-2

Never

And then hang up

Reporting
0000 = Success
Record = U-

RECL

-DM_5002-(Call Duration at start),T-RECL-

0001 = Error
0002 = Max No Input

-Call duration
at process end

0003 = Max No Match
0200 = Caller Hang Up
Developer notes

5003-Reverse ANI Look up
Reverse ANI Lookup
Database Query
Upon Capturing ANI, acquire first and last name for this caller.

Knowledge Based Authorization-v 4.15.4

02 April 2010

19 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

Entering from
4999-Check Null Condition, 5001-Attestation Flag Check, 5002-AttestationYN

Input Field

Description

ANI Telephone number

Caller telephone number

Output Field

Description

Account Name

Account Name per this telephone number. To be returned as: First_Name, Last_Name OR
First_Initial, Last_Name as indicated by the telephone listing

DB Return Value

Action

Status Code = 00
Status Code = 08
Status Code = 09

Write 0000 to reporting trigger, Go to: Condition Check
Write 0503 to reporting trigger, Go to: Condition DB failure
Write 0408 to reporting trigger, Go to: Condition DB failure

REQID

Condition

Action

5003-KBA-Reverse ANI Look
Up-Condition-No Match

If no match for telephone

Set Caller-First-name to NULL
Set Caller-Last-Name to NULL
Go to: 5005-Social Security Check Condition

5003-KBA-Reverse ANI Look
Up-Condition-Match and
Confidential

If match and Name confidential

Set Caller-First-name to NULL
Set Caller-Last-Name to NULL

Go to: 5005-Social Security Check Condition5005-Social
Security Check Condition

5003-KBA-Reverse ANI Look
Up-Condition-Other

Else

Set Caller-First-name to first name found in White Pages, even
if it is only an initial
Set Caller-Last-Name to last name found in White Pages
Go to: 5005-Social Security Check Condition

5003-KBA-Reverse ANI Look
Up-Condition-Data Base
Failure

DB failure

Set Caller-First-name to NULL
Set Caller-Last-Name to NULL
Go to: 5005-Social Security Check Condition

Reporting
Save call duration at module start time
[0000 = Success]
[0001 = System Error]
Record = D-KBPW-HDB_5003-(Call Duration at start),T-KBPW-[0408 = Resource Not Available]–Call duration at process end
[0503 = Not Valid Data]
[0004 = Caller Hang Up]
Developer Notes

Knowledge Based Authorization-v 4.15.4

02 April 2010

20 of 55

Formatte

Change of Address / Direct Deposit

Verizon Business-- Confidential

Reverse ANI lookup returns name data in many formats. The following rules apply to the handling of first and last
names received from the Reverse ANI Lookup string.
For all names:
All punctuation shall be removed
Numbers shall be removed
Single and double letters shall be ignored
Any titles or common suffixes shall be removed (Dr Jr II etc.)
Any contiguous collection of non-whitespace characters beside the above are taken as a name.
Very short names like ‘Al’ will be ignored on the assumption that these would fail to match SSA records.
First Names
Multiple names shall be broken down to individual names (i.e. John & Joan would be added to the verification grammar
as 2 entries 1 for John and a second for Joan). These names will be sent to the parallel grammar referenced in DM
5035.
Last Name
Multiple last names will not be added individually to the verification grammar, but as a single entry (i.e. Smith-Jones
would be added to the grammar as one entry Smith Jones.). This name will be sent to the parallel grammar referenced
in DM 5045.

5005-Social Security Check Condition

Entering from
5003-Reverse ANI Look up5003-Reverse ANI Look up

Formatte

REQID

Condition

Action

5005-KBA-Social Security
Check Condition-Condition-0

If SSN = null

Go to: 5020-GetSSNumber-SSN

5005-KBA-Social Security
Check Condition-Conditionelse

If SSN else

Report V Transaction per module note, Go to: 5030-GetFirstName
Check Condition

Module Notes
V-KBPW-SSN_1-(duration),T-KBPW-0000-(duration)

5020-GetSSNumber-SSN
Social Security DialogModule™
Get the caller's Social Security Number

Entering from
5005 Social Security Check Condition

Prompts
Message Number

REQID

Wording

50201

5020-KBA-GetSSNumber-Prompt-Initial

Please say your Social Security number like this: 1 2 3 – 4 5
– 6 7 8 9, or enter it on your keypad.

50202

5020-KBA-GetSSNumber-Prompt-Retry1

[Global Default] Please say your nine digit social security
number quickly like this: 1 2 3 – 4 5 – 6 7 8 9, or enter it on
your keypad.

Knowledge Based Authorization-v 4.15.4

02 April 2010

21 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

50203

5020-KBA-GetSSNumber-Prompt-Retry2

[Global Default] Try entering it on the telephone keypad.

50204

5020-KBA-GetSSNumber-Prompt-Timeout1

Sorry, I didn’t hear anything. Please enter or say your nine
digit social security number now.

50205

5020-KBA-GetSSNumber-Prompt-Timeout2

I’m sorry, but I still didn’t hear anything. Try saying your
social security number one digit at a time. It works best if
you speak at a normal pace. For example: 1 2 3 – 4 5 – 6 7
8 9.

50206

5020-KBA-GetSSNumber-Prompt-Help

You can tell me your nine digit social security number by
simply saying it one digit at a time. For example: 1 2 3 – 4 5
– 6 7 8 9. It works best if you don’t use double digit numbers
like sixty-seven or eighty-nine. Please try it again now.

Option

Vocabulary

DTMF

Action

Confirm.

5020-KBA-GetSSNumber-Option-SSN

Always

Allow prefix phrases:
[ok | alright] [it is | [my] social
security number is]

Confirmation prompts
Message Number

REQID

Wording

Result

50207

5020-KBAGetSSNumberConfPrompt-SSN1

This is important, so I want to make
sure I have it right. Your social
security number is:

50208

5020-KBAGetSSNumberConfPrompt-SSN2

Okay, now I think I’ve got it right.
Your social security number is:

CPR

123–45–6789

50209

5020-KBAGetSSNumberConfPrompt-SSN3

Is that right?

This is important, so I want to make
sure I have it right. Your social
security number is: 1 2 3 – 4 5 – 6 7 8
9. Is that right?

00118

I think you said

5020-KBAGetSSNumberConfPrompt-SSNretry

00119

Is that correct?

5020-KBAGetSSNumberConfPrompt-SSNtimeout

REQID

Vocabulary

Action

Confirm.

5020-KBA-GetSSNumber-ConfOption-Yes

“Yes [it is]”

Go to: 5030-GetFirstName Check
Condition

Never

Re-enter Dialog Module per default
behavior

Never

“[Yes] that's right”
“Right”
“[That's] correct”
5020-KBA-GetSSNumber-ConfOption-No

“No [it isn't]”
“[No] that's not right”

DialogModule parameters
Parameter

Value

5020-KBA-GetSSNumber-Parameter
after_end_of_speech_timeout (incompletetimeout)

2500 msec

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Knowledge Based Authorization-v 4.15.4

02 April 2010

22 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

max speech duration

20,000 msec

Interdigittimeout

5500 msec

low confidence threshold

.100

Event logging
Record = U-KBPW-DM_5020-(Call Duration at start),T-KBPW-

0000 = Success
0001 = Error

-Call duration at process
end

0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested
Main Menu
0311 = Caller Requested
Agent
Developer notes
DialogModule Notes
•
•
•

Area, group or serial number containing only zeros are invalid
“Dashes” and “hyphens” should be ignored when uttered by the caller, but these utterances may be
discarded by the recognizer itself
DTMF and speech expect 9 digits. It may be possible to speak more than 9 digits, but only nine digits
will be recognized (Note: Point to non-standard grammar that includes Natural Numbers)

Fill semantic item
Set Confidential Flag to TRUE

5030-GetFirstName Check Condition

Entering from
5005-Social Security Check Condition, 5020-GetSSNumber-SSN

REQID

Condition

Action

5030-KBA-GetFirstName
Check Condition-Conditionnull

If First Name = null

Go to: 5035A-GetFirstName Say and Spell

5030-KBA-GetFirstName
Check Condition-Conditionelse

If First Name else

Report V Transaction per module note, Go to: 5040-Last Name
Check Condition

Module Notes

Knowledge Based Authorization-v 4.15.4

02 April 2010

23 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

V-KBPW-FN_1-(duration),T-KBPW-0000-(duration)

5035A-GetFirstName Say and Spell
Name DialogModule™
Caller enters this module for standard name collection. No TNRS database check has occurred yet.

Entering from
5030-GetFirstName Check Condition

Prompts
Msg. Number

REQ ID

Condition

Wording

82045

5035-A-KBA-GetFirstName
Prompt-Initial-1

Initial

Now, please say and then spell just your FIRST name.
[Short Pause] For example if your first name was Robin,
you’d say “Robin, R O B I N”. Go ahead.

82046

5035-A-KBA-GetFirstName
Prompt-Timeout1

Time out 1

Sorry, I didn’t hear you. Go ahead and say, then spell, just
your first name.

82047

5035-A-KBA-GetFirstName
Prompt-Timeout2

Time out 2

I’m afraid I still can’t hear you. Please say your first name
and then spell it, like this: “Susan, S U S A N”.

50328

5035-A-KBA-GetFirstName
Prompt-SayHelp

Help

I need you to say your first name and then spell it for me,
for example if your first name was Nick, you’d say “Nick N I
C K.”

REQ ID

Vocabulary

DTMF

5035-A-KBA-GetFirstName Option-FirstName

Action

Confirm.

Play 5035-A-KBA-GetFirstName
Prompt-Success-1

ALWAYS

Go to: 5040-Last Name Check
Condition
5035-A-KBA-GetFirstName Option-MaxTimeout

Go to: 5050-Name-ExitFailure-Msg

5035-A-KBA-GetFirstName Option-MaxRetry

Play [Global Default] (I’m sorry, I
didn’t understand you)

Go to: 5115-PostSSN-DB,

Confirmation Prompts
Msg. Number

REQ ID

Wording

Result

Action

82053

5035-A-KBA-GetFirstName
ConfPrompt-FirstName-1

Let me read that back.
First name:

“Let me read that
back. First Name <
First Name > spelled
< First Name Spelling
>, did I get that right?”

If Yes:
Play 5035-A-KBA-GetFirstName
Prompt-Success-1

< First Name >
50337

50342

5035-A-KBA-GetFirstName
ConfPrompt-FirstName-2

...spelled:

Then Go to: 5040-Last Name
Check Condition

CPR

< First Name Spelling
>

5035-A-KBA-GetFirstName
ConfPrompt-FirstName-3

If No:
Play 5035-A-KBAConfirmationApology-Prompt, Go
to: 5115-PostSSN-DB

Did I get that right?

Knowledge Based Authorization-v 4.15.4

02 April 2010

24 of 55

Change of Address / Direct Deposit

82054

82055

82056

82057

50348
00122

00250

5035-A-KBA-GetFirstName
ConfPrompt-Retry1

5035-A-KBA-GetFirstName
ConfPrompt-Retry2

5035-A-KBA-GetFirstName
ConfPrompt-Timeout1

Verizon Business-- Confidential

Sorry, I didn’t catch
that. Please say “yes,”
or “no”.

Sorry, I still didn’t
catch that. If ‘yes’
press one, otherwise
press two

Sorry, I didn’t hear
you. I need to know if I
got your name right.
Please say “yes” or
“no”.

Retry1 on
Confirmation

If No:
Play 5035-A-KBAConfirmationApology-Prompt Go
to: 5115-PostSSN-DB

Retry2 on
Confirmation

If Yes:
Play 5035-A-KBA-GetFirstName
Prompt-Success-1
Then Go to: 5040-Last Name
Check Condition
If No:
Play 5035-A-KBAConfirmationApology-Prompt Go
to: 5115-PostSSN-DB

Timeout1 on
Confirmation

If Yes:
Play 5035-A-KBA-GetFirstName
Prompt-Success-1
Then Go to: 5040-Last Name
Check Condition
If No:
Play 5035-A-KBAConfirmationApology-Prompt Go
to: 5115-PostSSN-DB

5035-A-KBA-GetFirstName
ConfPrompt-Timeout2

Sorry, I still didn’t hear
you. I need to know if I
got your name right.
Please say “yes” or
“no”.

Timeout2 on
Confirmation

5035-A-KBAConfirmationApology-Prompt

Sorry about that. Let’s
try again.

Apology

5035-A-KBA-GetFirstName
Prompt-Success-1

Thanks

Success

[250 ms silence]

Max Timeout OR Max
Retry at Confirmation

5035-A-KBA-GetFirstName
ConfPrompt-InvalidOrTimeout3

If Yes:
Play 5035-A-KBA-GetFirstName
Prompt-Success-1
Then Go to: 5040-Last Name
Check Condition

If Yes:
Play 5035-A-KBA-GetFirstName
Prompt-Success-1
Then Go to: 5040-Last Name
Check Condition
If No:
Play 5035-A-KBAConfirmationApology-Prompt Go
to: 5115-PostSSN-DB

Go to: 5050-Name-

ExitFailure-Msg

Event logging
Record = U-KBPW-DM_5035-(Call Duration at start),T-KBPW-

0000 = Success
0001 = Error

-Call duration at
process end

0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested Main
Menu
0311 = Caller Requested Agent

Knowledge Based Authorization-v 4.15.4

02 April 2010

25 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

Developer notes
Collection Max Retry is set to 0.
Collection Max Timeout is set to 2
Single character recognition will be treated as an out of grammar response.
If there is a no-match/rejection error, OR if the caller gives a “No” confirmation to the name, the system checks the ANI and SSN, loads
all associated names into a custom grammar and then switches to the SPELL-ONLY fallback, which is announced in prompts Respell1,
Respell2, Respell3, and SpellHelp. This matches the spell-only fallback strategy in TPPW, which is based on the Nuance Name OSDM
callflow.
Set Confidential Flag to TRUE

5035B-GetFirstName Spell Only
Name DialogModule™
Caller enters this module AFTER TNRS database transaction.

Entering from
5115-PostSSN-DB

Prerequisite
If SSN Post Flag = 1

Load all returned from SSN Post into custom spell-only grammar

Prompts
Msg. Number

Req ID

Condition

Wording

82049

5035-B-KBA-GetFirstName
Prompt-Respell1

Initial

Please just SPELL your first name, like this: “J O H N”.

82051

5035-B-KBA-GetFirstName
Prompt-Respell2

Timeout1/Retry1

Sorry, I didn’t catch that. Saying just the letters of the
alphabet, please spell your first name quickly. For example,
if your name were Robin, instead of saying R as in Radar,
O as in Oscar, you could just say R O B I N. Go ahead.
Spell your first name now.

50333

5035-B-KBA-GetFirstName
Prompt-Respell3

Timeout2/Retry2

[Global Default] Please spell your first name one more time.
And remember, please use ONLY the letters of the
alphabet and speak quickly. Go ahead.

82052

5035-B-KBA-GetFirstName
Prompt-SpellHelp

Help

I need to get the spelling of your first name. For example, if
your first name was Nick, you’d say “N I C K.” Go ahead.

Req ID

Vocabulary

DTMF

5035-B-KBA-GetFirstName Option-FirstName

Action

Confirm.

Play 5035-B-KBA-GetFirstName
Prompt-Success-1

ALWAYS

Go to: 5040-Last Name Check
Condition
5035-B-KBA-GetFirstName Option-MaxTimeout

Go to: 5050-Name-ExitFailure-Msg

5035-B-KBA-GetFirstName Option-MaxRetry

Go to: 5050-Name-ExitFailure-Msg

Confirmation
Msg. Number

REQ ID

Wording

Result

Action

82053

5035-B-KBA-GetFirstName
ConfPrompt-FirstName-1

Let me read that back.
First name:

“Let me read that
back. First Name <
First Name > spelled
< First Name Spelling

If Yes:
Play 5035-B-KBA-GetFirstName
Prompt-Success-1
Then Goto 5040- Last Name

< First Name >

Knowledge Based Authorization-v 4.15.4

02 April 2010

26 of 55

Change of Address / Direct Deposit

50337

50342

82054

82055

82056

82057

50348
00122

00250

Verizon Business-- Confidential

>, did I get that right?”

5035-B-KBA-GetFirstName
ConfPrompt-FirstName-2

...spelled:

CPR

< First Name Spelling >

5035-B-KBA-GetFirstName
ConfPrompt-FirstName-3

Did I get that right?

5035-B-KBA-GetFirstName
ConfPrompt-Retry1

5035-B-KBA-GetFirstName
ConfPrompt-Retry2

5035-B-KBA-GetFirstName
ConfPrompt-Timeout1

Sorry, I didn’t catch that.
Please say “yes,” or
“no”.

Sorry, I still didn’t catch
that. If ‘yes’ press one,
otherwise press two

Sorry, I didn’t hear you. I
need to know if I got
your name right. Please
say “yes” or “no”.

If No:
Play 5035-B-KBAConfirmationApology-Prompt, reenter this module.

Retry1 on
Confirmation

If Yes:
Play 5035-B-KBA-GetFirstName
Prompt-Success-1
Then Goto 5040- Last Name
Check Condition
If No: 5035-B-KBAConfirmationApology-Prompt, reenter this module.

Retry2 on
Confirmation

If Yes:
Play 5035-B-KBA-GetFirstName
Prompt-Success-1
Then Goto 5040- Last Name
Check Condition
If No:
Play 5035-B-KBAConfirmationApology-Prompt, reenter this module.

Timeout1 on
Confirmation

If Yes:
Play 5035-B-KBA-GetFirstName
Prompt-Success-1
Then Goto 5040- Last Name
Check Condition
If No:
Play 5035-B-KBAConfirmationApology-Prompt, reenter this module.

5035-B-KBA-GetFirstName
ConfPrompt-Timeout2

Sorry, I still didn’t hear
you. I need to know if I
got your name right.
Please say “yes” or “no”.

Timeout2 on
Confirmation

5035-B-KBAConfirmationApology-Prompt

Sorry about that. Let’s
try again.

Apology

5035-B-KBA-GetFirstName
Prompt-Success-1

Thanks

Success

[250 ms silence]

Max Timeout OR Max
Retry at Confirmation

5035-B-KBA-GetFirstName
ConfPromptInvalidOrTimeout3

Check Condition

If Yes:
Play 5035-B-KBA-GetFirstName
Prompt-Success-1
Then Goto 5040- Last Name
Check Condition
If No:
Play 5035-B-KBAConfirmationApology-Prompt, reenter this module.

Go to: 5050-Name-

ExitFailure-Msg

Event logging
Record = U-KBPW-DM_5035-(Call Duration at start),T-KBPW-

0000 = Success
0001 = Error

-Call duration at
process end

0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help

Knowledge Based Authorization-v 4.15.4

02 April 2010

27 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

0310 = Caller Requested Main
Menu
0311 = Caller Requested Agent
Developer notes
If condition = Success, load all returned names into custom spell-only grammar
If condition = Failure, use existing spell-only grammar
Single character recognition will be treated as an out of grammar response.
If there is a no-match/rejection error, OR if the caller gives a “No” confirmation to the name, the system checks the ANI and SSN, loads
all associated names into a custom grammar and then switches to the SPELL-ONLY fallback, which is announced in prompts Respell1,
Respell2, Respell3, and SpellHelp. This matches the spell-only fallback strategy in TPPW, which is based on the Nuance Name
OSDM callflow.
Respell 3 is conditional -- may not always play depending on the number of retries/confirmations played.
Max Timeout/ Retry set to 4
Set Confidential Flag to TRUE
When invoking recognition and the Caller-First-name variable is not null, invoke a parallel verification grammar provided by Nuance as
a JSP, seeded with the contents of the Caller-First-name variable.
Set confidence levels to .400

5040-Last Name Check Condition

Entering from
5030-GetFirstName Check Condition, 5035A-GetFirstName Say and Spell, 5035B-GetFirstName Spell Only

REQID

Condition

Action

5040-KBA Last Name
Check Condition-Conditionnull

If Last Name = null

Go to: 5045A-GetLastName Say and Spell

5040-KBA-Last Name
Check Condition-Conditionelse

If Last Name else

Report V Transaction per module note, Go to: 5090-AltName Check
Condition

Module Notes
V-KBPW-LN_1-(duration),T-KBPW-0000-(duration)

5045A-GetLastName Say and Spell
Name DialogModule™
Caller enters this module for standard name collection, TNRS data has not been collected or is not yet in use.

Entering from
5040- Last Name Check Condition

Knowledge Based Authorization-v 4.15.4

02 April 2010

28 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

Prompts
Msg. Number

Req ID

Condition

Wording

82058

5045-A-KBAGetLastName PromptInitial-1

Initial

Now I just need your last name. Please SAY and then SPELL JUST your
last name. For example, if your last name was Kusack, you’d say Kusack,
K U S A C K. Go ahead.

82059

5045-A GetLastNamePrompt-Timeout1

Time out 1

Sorry, I didn’t hear you. Go ahead and say, then spell, your last name, for
example, “Smith, S M I T H.”

82060

5045-A-GetLastNamePrompt-Timeout2

Time out 2

I’m afraid I still can’t hear you. Please say your last name and then spell it,
for example, “Smith, S M I T H.”

82066

5045-A-KBAGetLastName PromptSayHelp

Help

I need you to say your last name and then spell it for me. For example, if
your last name was O’Neal, you’d say, “O’Neal, O N E A L.”

Req ID

Vocabulary

DTMF

5045-A-KBA-GetLastName OptionLastName

Action

Confirm.

Play 5045-A-KBA-GetLastName PromptSuccess-1

ALWAYS

Go to: 5090-AltName Check Condition
5045-A-KBA-GetLastName OptionMaxTimeouts

Go to: 5050-Name-ExitFailure-Msg

5045-A-KBA-GetLastName Option-MaxRetry

Play [Global Default] (I’m sorry, I didn’t
understand you)

Go to: 5115-PostSSN-DB

Confirmation Prompts
Msg. Number

Req ID

82175

5045-A-KBAGetLastName
ConfPrompt-LastName-1

Wording

50337

5045-A-KBAGetLastName
ConfPrompt-LastName-2

...spelled:

CPR

< Last Name Spelling >

5045-A-KBAGetLastName
ConfPrompt-LastName-3

Did I get that right?

Let me read that back. Last
name:
< Last Name >

50342

82054

82055

5045-A-KBAGetLastName
ConfPrompt-Retry1

5045-A-KBAGetLastName
ConfPrompt-Retry2

Knowledge Based Authorization-v 4.15.4

Result

Action

“Let me read that back.
Last Name < Last
Name > spelled < Last
Name Spelling >, did I
get that right?”

If Yes:
Play 5045-A-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition
If No:
Play 5045-A-GetLastNameConfirmationApology-Prompt Go to: 5115PostSSN-DB

Sorry, I didn’t catch that.
Please say “yes,” or “no”.

Retry1 on Confirmation

If Yes:
Play 5045-A-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition
If No:
Play 5045-A-GetLastNameConfirmationApology-Prompt Go to: 5115PostSSN-DB

Sorry, I still didn’t catch that. If
‘yes’ press one, otherwise
press two

Retry2 on Confirmation

02 April 2010

If Yes:
Play 5045-A-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition
If No:
Play 5045-A-GetLastNameConfirmationApology-Prompt Go to: 5115PostSSN-DB

29 of 55

Change of Address / Direct Deposit

82056

82057

50394

50348

00250

5045-A-KBAGetLastName
ConfPrompt-Timeout1

5045-A-KBAGetLastName
ConfPrompt-Timeout2

5045-A-KBAGetLastName PromptSuccess-1
5045-A-KBAConfirmationApologyPrompt
5045-A-KBAGetLastName
ConfPromptInvalidOrTimeout3

Verizon Business-- Confidential

Sorry, I didn’t hear you. I need
to know if I got your name
right. Please say “yes” or
“no”.”

Timeout1 on
Confirmation

If Yes:
Play 5045-A-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition
If No:
Play 5045-A-GetLastNameConfirmationApology-Prompt Go to: 5115PostSSN-DB

Sorry, I still didn’t hear you. I
need to know if I got your
name right. Please say “yes”
or “no”.

Timeout2 on
Confirmation

Got it.

Success

Sorry about that. Let’s try
again.

Apology

[250 ms silence]

Max Timeout OR Max
Retry at Confirmation

If Yes:
Play 5045-A-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition
If No:
Play 5045-A-GetLastNameConfirmationApology-Prompt Go to: 5115PostSSN-DB

Go to: 5050-Name-ExitFailure-Msg

Event logging
Record = U-KBPW-DM_5045-(Call Duration at start),T-KBPW-

0000 = Success

-Call duration at process end

0001 = Error
0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested
Main Menu
0311 = Caller Requested
Agent
Developer notes
Collection Max Retry is set to 0.
Collection Max Timeout is set to 2
. If there is a no-match/rejection error, OR if the caller gives a “No” confirmation to the name, the system checks the ANI and SSN, loads all
associated names into a custom grammar and then switches to the SPELL-ONLY fallback, which is announced in prompts Respell1, Respell2,
Respell3, and SpellHelp. This matches the spell-only fallback strategy in TPPW, which is based on the Nuance Name OSDM callflow.
Set Confidential Flag to TRUE

Knowledge Based Authorization-v 4.15.4

02 April 2010

30 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

5045B-GetLastName Spell Only
Name DialogModule™
Caller enters this module AFTER TNRS database transaction.

Entering from
5115-PostSSN-DB

Prerequisite
If SSN Post Flag = 1

Load all returned from SSN Post into custom spell-only grammar

Prompts
Msg. Number

Condition

Wording

Initial

Please SPELL your last name for me, like this: “S M I T H”.

Timeout1/Retry1

Sorry, I didn’t catch that. Go ahead and spell your last name again. For
example, if your name was O’Neal, you would say “O N E A L”.

50322

5045-B-KBAGetLastName PromptRespell3

Timeout2/Retry2

[Global Default]. If the last name has an apostrophe, space or a hyphen in
it, you can just skip that. For example, if it's a two-part name like Folsom
hyphen Jones, you should just drop the hyphen and not worry about
capital letters. Just say f-o-l-s-o-m-j-o-n-e-s. Try spelling the last name one
more time.

82065

5045-B-KBAGetLastName PromptSpellHelp

Help

I need you to spell your last name. For example, if your last name was
O’Neal, you’d say “O N E A L.”

82062

82064

REQ ID
5045-B-KBAGetLastName PromptRespell1
5045-B-KBAGetLastName PromptRespell2

REQ ID

Vocabulary

DTMF

5045-B-KBA-GetLastName Option-LastName

Action

Confirm.

Play 5045-B-KBA-GetLastName PromptSuccess-1

ALWAYS

5045-B-KBA-GetLastName OptionMaxTimeouts

Go to: 5050-Name-ExitFailure-Msg

5045-B-KBA-GetLastName Option-MaxRetry

Go to: 5050-Name-ExitFailure-Msg

Go to: 5090-AltName Check Condition

Confirmation Prompts
Msg. Number
82175

REQ ID
5045-B-KBAGetLastName
ConfPrompt-LastName-1

Wording
Let me read that back. Last
name:
< Last Name >

50337

50342

5045-B-KBAGetLastName
ConfPrompt-LastName-2

...spelled:

CPR

< Last Name Spelling >

5045-B-KBAGetLastName
ConfPrompt-LastName-3

Did I get that right?

Knowledge Based Authorization-v 4.15.4

Result

Action

“Let me read that back.
Last Name < Last
Name > spelled < Last
Name Spelling >, did I
get that right?”

If Yes:
Play 5045-B-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition
If No:
Play 5045-B-KBA-GetLastName
ConfirmationApology-Prompt, re-enter this
module.

02 April 2010

31 of 55

Change of Address / Direct Deposit

82054

82055

82056

5045-B-KBAGetLastName
ConfPrompt-Retry1

5045-B-KBAGetLastName
ConfPrompt-Retry2

5045-B-KBAGetLastName
ConfPrompt-Timeout1

Verizon Business-- Confidential

Sorry, I didn’t catch that.
Please say “yes,” or “no”.

Retry1 on Confirmation

If No:
Play 5045-B-KBA-GetLastName
ConfirmationApology-Prompt, re-enter this
module.

Sorry, I still didn’t catch that. If
‘yes’ press one, otherwise
press two

Sorry, I didn’t hear you. I need
to know if I got your name
right. Please say “yes” or
“no”.”

Retry2 on Confirmation

If Yes:
Play 5045-B-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition
If No:
Play 5045-B-KBA-GetLastName
ConfirmationApology-Prompt, re-enter this
module.

Timeout1 on
Confirmation

If Yes:
Play 5045-B-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition
If No:
Play 5045-B-KBA-GetLastName
ConfirmationApology-Prompt, re-enter this
module.

5045-B-KBAGetLastName
ConfPrompt-Timeout2

Sorry, I still didn’t hear you. I
need to know if I got your
name right. Please say “yes”
or “no”.

Timeout2 on
Confirmation

50394

5045-B-KBAGetLastName PromptSuccess-1

Got it.

Success

50348

5045-B-KBAGetLastName
ConfirmationApology-A
Prompt

Sorry about that. Let’s try
again.

Apology

00250

5045-B-KBAGetLastName
ConfPromptInvalidOrTimeout3

[250 ms silence]

Max Timeout OR Max
Retry at Confirmation

82057

If Yes:
Play 5045-B-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition

If Yes:
Play 5045-B-KBA-GetLastName PromptSuccess-1
Then Go to: 5090-AltName Check
Condition
If No:
Play 5045-B-KBA-GetLastName
ConfirmationApology-Prompt, re-enter this
module.

Go to: 5050-Name-ExitFailure-Msg

Event logging
Record = U-KBPW-DM_5045-(Call Duration at start),T-KBPW-

0000 = Success

-Call duration at process end

0001 = Error
0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested
Main Menu

Knowledge Based Authorization-v 4.15.4

02 April 2010

32 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

0311 = Caller Requested
Agent
Developer notes
If condition = Success, load all returned names into custom spell-only grammar
If condition = Failure, use existing spell-only grammar
If there is a no-match/rejection error, OR if the caller gives a “No” confirmation to the name, the system checks the ANI and SSN, loads all
associated names into a custom grammar and then switches to the SPELL-ONLY fallback, which is announced in prompts Respell1, Respell2,
Respell3, and SpellHelp. This matches the spell-only fallback strategy in TPPW, which is based on the Nuance Name OSDM callflow.
Respell 3 is conditional -- may not always play depending on the number of retries/confirmations played.
Set Confidential Flag to TRUE
When invoking recognition and the Caller-Last-name variable is not null, invoke a parallel verification grammar provided by Nuance as a JSP,
seeded with the contents of the Caller-Last-name variable.
Set confidence levels to .400

5050-Name-ExitFailure-Msg
Play Prompt
Apologize on exit

Entering from
5035A-GetFirstName Say and Spell, 5035B-GetFirstName Spell Only, 5045A-GetLastName Say and Spell, 5045B-GetLastName
Spell Only, 5110A-GetAltName Say and Spell, 5110B-GetAltName Spell Only, 5140- GetMother’sMaiden

Prompts
Message Number

REQID

Wording

51008

5050-Name-ExitFailurePrompt-1

I’m sorry I’m having so much trouble.

REQID
5050-KBA-Name-ExitFailureCondition-Always

Condition

Action

Always

Go to: 5150-NoName-Msg

Module Settings
No barge-in
Note: This is the parameter exitfailureprompt and can be configured by setting this parameter.

5090-AltName Check Condition

Entering from
5040-Last Name Check Condition, 5045A-GetLastName Say and Spell, 5045B-GetLastName Spell Only

REQID

Condition

Action

5090-KBA-AltName Check
Condition-Condition-null

If Alt Name = Null

Go to: 5100-CheckForAltName-YN

5090-KBA-AltName Check
Condition-Condition-else

If Alt Name else

Report V Transaction per module note, Go to: 5120-DOB Check
Condition

Module Notes
V-KBPW-OtherLastName_1-(duration),T-KBPW-0000-(duration)

Knowledge Based Authorization-v 4.15.4

02 April 2010

33 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

5100-CheckForAltName-YN
YesNo
Check to see if Caller might be listed under an alternate name

Entering from
5090-AltName Check Condition

Prompts
Message Number

REQID

Wording

51001

5100-KBA-CheckForAltNamePrompt-Initial

Some people have another last name - for example, a professional
or maiden name - that might be listed under their social security
number. Do you have another last name? Please say Yes or No.

51002

5100-KBA-CheckForAltNamePrompt-Retry1

[Global Default] Would you like me to also check under another last
name? Please say YES or NO.

51003

5100-KBA-CheckForAltNamePrompt-Retry2

[Global Default] If you think you might be listed under another last
name, press one. Otherwise, press two.

51004

5100-KBA-CheckForAltNamePrompt-Timeout1

I’m sorry, but I didn’t hear anything. Would you like me to also
check under another last name? Please say YES or NO.

51005

5100-KBA-CheckForAltNamePrompt-Timeout2

My apologies, but I still didn’t hear if you said anything. Please say
YES if you think you might be listed under another last name,
otherwise, say NO.

51006

5100-KBA-CheckForAltNamePrompt-Help

I need to know if you might be listed under an alternate last name.
For example you may also have a professional name, or a maiden
name, or one from a previous marriage. Would you like me to
include another last name with this request? YES or NO.

REQID

Vocabulary

D
T
M
F

Action

Confirm.

5100-KBA-CheckForAltName-Option-Yes

“Yes [please]”

Go to: 5110A-GetAltName Say
and Spell

Never

AltNameCollected := True

Never

“[Yes] I do”
“[Yes] I would”
“Yeah”
5100-KBA-CheckForAltName-Option-No

“No [thanks]”
“[No] I don't”

Go to: 5120-DOB Check Condition

“[No] I do not”
“[No] I wouldn't”
“[No] I would not”

DialogModule parameters
Parameter

Value

5100-KBA-CheckForAltName-Parameter
after_end_of_speech_timeout

500 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Event logging
Record = U-KBPW-DM_5100-(Call Duration at start),T-KBPW-

0000 = Success
0001 = Error

Knowledge Based Authorization-v 4.15.4

02 April 2010

-Call duration at process
end

34 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

0002 = Max No Input
0003 = Max No
Match
0200 = Caller Hang
Up
0303 = Max No
Confirm
0304 = Max Help
0310 = Caller
Requested Main
Menu
0311 = Caller
Requested Agent
Developer notes

5110A-GetAltName Say and Spell
Name DialogModule™
Caller enters this module for standard name collection. TNRS data has not been collected or is not yet in use.

Entering from
5100-CheckForAltName-YN

Prompts
Msg. Number

REQ ID

Condition

Wording

50305

5110-A-KBA-GetAltName
Prompt-Initial-1

Initial

Please say your OTHER LAST name including the spelling. [Short
Pause] For example if it was Jones, you’d say “Jones, J O N E S”.
Go ahead.

82072

5110-A-KBA-GetAltName
Prompt-Timeout1

Time out 1

Sorry, please say AND SPELL your other last name, for example,
“Smith, S M I T H.”

82073

5110-A-KBA-GetAltName
Prompt-Timeout2

Time out 2

I still didn’t hear you. Please say your other last name, and then
spell it, like this: “Smith, S M I T H”.

82080

5110-A-KBA-GetAltName
Prompt-SayHelp

Help

REQ ID

Vocabulary

5110-A-KBA-GetAltName OptionAltname

I need you to say your other last name and then spell it for me. For
example, if your other last name was Jones, you’d say, “Jones, J O
N E S.”

DTMF
--

Action

Confirm.

Play 5110-A-KBA-GetAltName
Prompt-Success-1

ALWAYS

Go To: 5120-DOB Check Condition
5110-A-KBA-GetAltName OptionMaxTimeouts

Go to: 5050-Name-ExitFailure-Msg

5110-A-KBA-GetAltName OptionMaxRetry

Play [Global Default] (I’m sorry, I
didn’t understand you)

Go to: 5115-PostSSN-DB

Knowledge Based Authorization-v 4.15.4

02 April 2010

35 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

Confirmation Prompts
Msg. Number

REQID

Wording

Result

Action

82175

5110-A-KBA-GetAltName
ConfPrompt-LastName-1

Let me read that back. Last
name:

“Let me read that back.
Last Name < Other Last
Name > spelled < Other
Last Name Spelling >,
did I get that right?”

If Yes:
Play 5110-A-KBAGetAltName
Prompt-Success-1
Then Go to: 5120DOB Check
Condition

< Other Last Name >
50337

50342

82054

82055

82056

82057

5110-A-KBA-GetAltName
ConfPrompt-LastName-2

...spelled:

CPR

< Other Last Name Spelling
>,

5110-A-KBA-GetAltName
ConfPrompt-LastName-3

Did I get that right?

5110-A-KBA-GetAltName
ConfPrompt-Retry1

5110-A-KBA-GetAltName
ConfPrompt-Retry2

5110-A-KBA-GetAltName
ConfPrompt-Timeout1

5110-A-KBA-GetAltName
ConfPrompt-Timeout2

Knowledge Based Authorization-v 4.15.4

Sorry, I didn’t catch that.
Please say “yes,” or “no”.

Sorry, I still didn’t catch that.
If ‘yes’ press one, otherwise
press two

Sorry, I didn’t hear you. I
need to know if I got your
name right. Please say “yes”
or “no”.”

Sorry, I still didn’t hear you. I
need to know if I got your
name right. Please say “yes”
or “no”.

02 April 2010

If No:
Play 5110-A-KBAGetAltName
ConfirmationApolog
y-Prompt, Go to:
5115-PostSSN-DB,

Retry1 on Confirmation

If Yes:
Play 5110-A-KBAGetAltName
Prompt-Success-1
Then Go to: 5120DOB Check
Condition
If No:
Play 5110-A-KBAGetAltName
ConfirmationApolog
y-Prompt, Go to:
5115-PostSSN-DB,

Retry2 on Confirmation

If Yes:
Play 5110-A-KBAGetAltName
Prompt-Success-1
Then Go to: 5120DOB Check
Condition
If No:
Play 5110-A-KBAGetAltName
ConfirmationApolog
y-Prompt, Go to:
5115-PostSSN-DB,

Timeout1 on
Confirmation

If Yes:
Play 5110-A-KBAGetAltName
Prompt-Success-1
Then Go to: 5120DOB Check
Condition
If No:
Play 5110-A-KBAGetAltName
ConfirmationApolog
y-Prompt, Go to:
5115-PostSSN-DB,

Timeout2 on
Confirmation

If Yes:
Play 5110-A-KBAGetAltName
Prompt-Success-1
Then Go to: 5120DOB Check
Condition
If No:
Play 5110-A-KBAGetAltName
ConfirmationApolog
y-Prompt, Go to:
5115-PostSSN-DB,

36 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

00120

5110-A-KBA-GetAltName
Prompt-Success-1

Alright.

Success

50348

5110-A-KBAConfirmationApology-Prompt

Sorry about that. Let’s try
again.

Apology

00250

5110-A-KBA-GetAltName
ConfPrompt-InvalidOrTimeout3

[250 ms silence]

Max Timeout OR Max
Retry at Confirmation

Go To: 5050-NameExitFailure-Msg

Event logging
Record = U-KBPW-DM_5110-(Call Duration at start),T-KBPW-

0000 = Success

-Call duration at
process end

. If there is a no-match/rejection error, OR if the caller gives a “No” confirmation to the name, the system checks the ANI and SSN,
loads all associated names into a custom grammar and then switches to the SPELL-ONLY fallback, which is announced in prompts
Respell1, Respell2, Respell3, and SpellHelp. This matches the spell-only fallback strategy in TPPW, which is based on the Nuance
Name OSDM callflow.
Set Confidential Flag to TRUE

5110B-GetAltName Spell Only
Name DialogModule™
Caller enters this module AFTER TNRS database transaction.

Entering from
5115-PostSSN-DB

Prerequisite
If SSN Post Flag = 1

Load all returned from SSN Post into custom spell-only grammar

Knowledge Based Authorization-v 4.15.4

02 April 2010

37 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

Prompts
Msg. Number

REQ ID

Condition

Wording

82075

5110-B-KBA-GetAltName
Prompt-Respell1

Initial

Please SPELL your other last name for me, like this: “S
M I T H”.

82077

5110-B-KBA-GetAltName
Prompt-Respell2

Timeout1/Retry1

Sorry, I didn’t catch that. Go ahead and spell your other
last name again. For example, if the name was O’Neal,
you would say “O N E A L”.

82149

5110-B-KBA-GetAltName
Prompt-Respell3

Timeout2/Retry2

[Global Default]. If the name has an apostrophe, space
or a hyphen in it, you can just skip that. For example, if
it's a two part name like Folsom hyphen Jones, you
should just drop the hyphen and not worry about capital
letters. Just say f-o-l-s-o-m-j-o-n-e-s. Try spelling the
name one more time.

82079

5110-B-KBA-GetAltName
Prompt-SpellHelp

Help

I need you to spell your other last name. For example, if
your other last name was Jones, you’d say “J O N E S.”

REQ ID

Vocabulary

DTMF

5110-B-KBAGetAltName OptionAltname

5110-B-KBAGetAltName OptionMaxTimeouts

Go to: 5050-Name-ExitFailure-Msg

5110-B-KBAGetAltName OptionMaxRetry

Go to: 5050-Name-ExitFailure-Msg

Action

Confirm.

Play 5110-B-KBA-GetAltName
Prompt-Success-1

ALWAYS

Go To: 5120-DOB Check Condition

Confirmation Prompts
Msg. Number
82175

REQ ID
5110-B-KBA-GetAltName ConfPromptLastName-1

Wording

Result

Action

Let me read that back.
Last name:

“Let me read that
back. Last Name
< Other Last
Name > spelled <
Other Last Name
Spelling >, did I
get that right?”

If Yes:
Play 5110GetAltName-BKBA-PromptSuccess-1
Then Goto 5120DOB Check
Condition

< Other Last Name >
50337

50342

82054

5110-B-KBA-GetAltName ConfPromptLastName-2

...spelled:

CPR

< Other Last Name
Spelling >,

5110-B-KBA-GetAltName ConfPromptLastName-3

Did I get that right?

5110-B-KBA-GetAltName ConfPromptRetry1

Knowledge Based Authorization-v 4.15.4

Sorry, I didn’t catch that.
Please say “yes,” or “no”.

02 April 2010

If No:
Play 5110-B-KBAGetAltName
ConfirmationApolog
y-Prompt re-enter
this module

Retry1 on
Confirmation

If Yes:
Play 5110-B-KBAGetAltName
Prompt-Success-1
Then Goto 5120DOB Check
Condition
If No:
Play 5110-B-KBAGetAltName
ConfirmationApolog
y-Prompt re-enter
this module

38 of 55

Change of Address / Direct Deposit

82055

82056

5110-B-KBA-GetAltName ConfPromptRetry2

5110-B-KBA-GetAltName ConfPromptTimeout1

Verizon Business-- Confidential

Sorry, I still didn’t catch
that. If ‘yes’ press one,
otherwise press two

Sorry, I didn’t hear you. I
need to know if I got your
name right. Please say
“yes” or “no”.”

If Yes:
Play 5110-B-KBAGetAltName
Prompt-Success-1
Then Goto 5120DOB Check
Condition

Retry2 on
Confirmation

If No:
Play 5110-B-KBAGetAltName
ConfirmationApolog
y-Prompt re-enter
this module
If Yes:
Play 5110-B-KBAGetAltName
Prompt-Success-1
Then Goto 5120DOB Check
Condition

Timeout1 on
Confirmation

If No:
Play 5110-B-KBAGetAltName
ConfirmationApolog
y-Prompt re-enter
this module
If Yes:
Play 5110-B-KBAGetAltName
Prompt-Success-1
Then Goto 5120DOB Check
Condition

5110-B-KBA-GetAltName ConfPromptTimeout2

Sorry, I still didn’t hear
you. I need to know if I got
your name right. Please
say “yes” or “no”.

Timeout2 on
Confirmation

00120

5110-B-KBA-GetAltName Prompt-Success1

Alright.

Success

50348

5110-B-KBA- ConfirmationApology-B Prompt

Sorry about that. Let’s try
again.

Apology

00250

5110-B-KBA-GetAltName ConfPromptInvalidOrTimeout3

[250 ms silence]

Max Timeout OR
Max Retry at
Confirmation

82057

If No:
Play 5110-B-KBAGetAltName
ConfirmationApolog
y-Prompt re-enter
this module

Go To: 5050-NameExitFailure-Msg

Event logging
Record = U-KBPW-DM_5110-(Call Duration at start),T-KBPW-

0000 = Success
0001 = Error

-Call duration at
process end

0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested Main
Menu
0311 = Caller Requested
Agent

Knowledge Based Authorization-v 4.15.4

02 April 2010

39 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

Developer notes
If condition = Success, load all returned names into custom spell-only grammar
If condition = Failure, use existing spell-only grammar
If there is a no-match/rejection error, OR if the caller gives a “No” confirmation to the name, the system checks the ANI and SSN,
loads all associated names into a custom grammar and then switches to the SPELL-ONLY fallback, which is announced in prompts
Respell1, Respell2, Respell3, and SpellHelp. This matches the spell-only fallback strategy in TPPW, which is based on the Nuance
Name OSDM callflow.
Respell 3 is conditional -- may not always play depending on the number of retries/confirmations played.
Set Confidential Flag to TRUE
Set confidence levels to .400

5115-PostSSN-DB
Database Query
In this DM, the collected SSN is “posted” using the TNRS request.

Entering from
5035A-GetFirstName Say and Spell, 5045A-GetLastName Say and Spell, 5110A-GetAltName Say and Spell

Prerequisite
REQID

Condition

Action

--NA--

SSN Post Flag = 0

Continue in this form

KBPW-PSSN-5115-Option-NC-7

SSN Post Flag = 1, Entering
from First Name

Go to: 5035B-GetFirstName Spell Only, Condition
Failure

KBPW-PSSN-5115-Option-NC-8

SSN Post Flag = 1, Entering
from Last Name

Go to:5045B-GetLastName Spell Only , Condition
Failure

KBPW-PSSN-5115-Option-NC-9

SSN Post Flag = 1, Entering
from Alt Name

Go to: 5110B-GetAltName Spell Only Condition Failure

Input Field

Description

Value

SSN

The SSN collected in 5020-GetSSNumberSSN

SSN: 9-digit SSN

associatedAppID

Varchar (8 max)

TKCA, TKDD

ANI

System provided ANI

ANI: 10-digit calling number, if no ANI
available, or ANI is less than 10 digits send all
zeros.

Output Field

Description

First Name, Last Name, Alt Name associated with the ANI/SSN.

Req ID

Condition

Action

KBPW-PSSN-5115-Option-NC-1

If Success and First Name

Set SSN Post Flag to 1, Go to: 5035BGetFirstName Spell Only, Condition Success

KBPW-PSSN-5115-Option-NC-2

If Success and Last Name

Set SSN Post Flag to 1, Go to:5045BGetLastName Spell Only , Condition Success

KBPW-PSSN-5115-Option-NC-3

If Success and Alt Name

Set SSN Post Flag to 1, Go to: 5110BGetAltName Spell Only Condition Success

Knowledge Based Authorization-v 4.15.4

02 April 2010

40 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

KBPW-PSSN-5115-Option-NC-4

Else and First Name

Set SSN Post Flag to 1, Go to: 5035BGetFirstName Spell Only, Condition Failure

KBPW-PSSN-5115-Option-NC-5

Else and Last Name

Set SSN Post Flag to 1, Go to:5045BGetLastName Spell Only , Condition Failure

KBPW-PSSN-5115-Option-NC-6

Else and Alt Name

Set SSN Post Flag to 1, Go to: 5110BGetAltName Spell Only Condition Failure

Reporting
Developer Notes
For associatedAppID; TKCA = Change of Address, TKDD = Direct Deposit.

5120-DOB Check Condition

Entering from
5090-AltName Check Condition, 5100-CheckForAltName-YN, 5110A-GetAltName Say and Spell, 5110B-GetAltName Spell Only,

REQID

Condition

Action

5120 KBA- DOB Check
Condition-Condition-null

If DoB = null

Go to: 5130-GetDOB-Date

5120-KBA-DOB Check
Condition-Condition-else

If DoB else

Report V Transaction per module note, Go to: 5135-Mother’sMaiden
Check Condition

Module Notes
V-KBPW-DOB_1 (duration),T-KBPW-0000-(duration)

5130-GetDOB-Date
Date DialogModule™
Get the caller's Date Of Birth

Entering from
5120-DOB Check Condition

Prompts
Message Number

REQID

Wording

51301

5130-KBA-GetDOB-PromptInitial

Now please tell me your date of birth. For example, you could say…May
fifth, 1937. [Note: no pause between the 2 sentences]

51302

5130-KBA-GetDOB-PromptRetry1

[Global Default] Try saying the month followed by the date and then the
year you were born, for example May fifth, 1937.

51303

5130-KBA-GetDOB-PromptRetry2

[Global Default] Just say the month followed by the date and then the year
you were born. For example July fourth, 1976.

51304

5130-KBA-GetDOB-PromptTimeout1

Sorry, I didn’t hear you. Please tell me your birth date.. For example, you
could say May fifth, 1937.

51305

5130-KBA-GetDOB-PromptTimeout2

I’m sorry, but I’m still having trouble hearing you. I need the month, day and
year for your birthday, for example July fourth, 1976.

Knowledge Based Authorization-v 4.15.4

02 April 2010

41 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

51307

5130-KBA-GetDOB-PromptHelp

I need to know when you were born as a calendar date. You can say this in
a number of ways. For example you can say “July fourth, 1976”, or “the
fourth of July, 1976". Go ahead. What’s YOUR date of birth?

00122

5130-KBA-GetDOB-PromptSuccessYes

Thanks.

REQID

Vocabulary

5130-KBA-GetDOBOption-Date

DTMF

Action

<...>

Confirm.
Always

Remove unneeded options from the DATE
grammar – days of the week, and partially specified
dates. Require a fully specified date.
Remove all global grammars for this DM.

Confirmation prompts
Message Number

REQID

Wording

51308

5130-KBA-GetDOBConfPrompt-Date1

Okay, so that’s:

CPR

January 12th 1931

51309

5130-KBA-GetDOBConfPrompt-Date2

Is THAT right?

Okay, so that’s: . Is that
right?

51310

5130-KBA-GetDOBConfPrompt-DateRetry

Sorry. I didn’t catch that.
Please say “YES” if I have the
right date.

Sorry. I didn’t catch that. Please say “YES”
if I have the right date.

51311

5130-KBA-GetDOBConfPrompt-DateTimeout

I wasn’t sure if you said
anything. Please say “YES” if
I have the right date.

I wasn’t sure if you said anything. Please say
“YES” if I have the right date.

Confirmation Option

Vocabulary

5130-KBA-GetDOB-ConfOption-Yes

“Yes [it is]”

Result

DTMF
1

“[Yes] that's right”

Action

Confirm.

play SuccessYes prompt

Never

Go to: 5135-Mother’sMaiden Check
Condition

“Right”
“[That's] correct”
5130-KBA-GetDOB-ConfOption-No

“No [it isn't]”

Re-enter Dialog Module per default
behavior

“[No] that's not right”

Never

DialogModule parameters
Parameter

Value

5130-KBA-GetDOB-Parameter
date_reference_date

System date

date_range_allowed_earliest

1 January 1900

date_range_allowed_latest

Today

date_range_expected_earliest

Today – 75 years

date_range_expected_latest

Today – 25 years

date_disambiguation_mode

ASSUME_NOTHING

after_end_of_speech_timeout (incomplete timeout)

1500 msec

max speech duration

16,000 msec

before_begin_of_speech_timeout

7,000 msec

allowing_barge_in

True

Knowledge Based Authorization-v 4.15.4

02 April 2010

42 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

Event logging
Record = U-KBPW-DM_5130-(Call Duration at start),T-KBPW-

0000 = Success
0001 = Error

-Call duration at
process end

0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested
Main Menu
0311 = Caller Requested
Agent
DialogModule Notes
•
•
•
•

Although the application does not explicitly guide callers to use DTMF for the Date of Birth entry, it
is enabled.
Date entry should be in the form of MM/DD/YY to be accepted.
Trim the grammar so that the day of the week is not allowed

For CPR of date playback, insert 250 msec silence between month and day, and 500 msec
silence between day and year.

•

Fill semantic item

•

Set Confidential Flag to TRUE

5135-Mother’sMaiden Check Condition

Entering from
5090-AltName Check Condition 5100-CheckForAltName-YN 5130-GetDOB-Date

REQID

Condition

Action

5135-KBA-Mother’sMaiden
Check Condition-Conditionnull

If Mother’s Maiden Name =
null

Go to: 5140-GetMother’sMaiden

5135-KBA-Mother’sMaiden
Check Condition-Conditionelse

If Mother’s Maiden Name
else

Report V Transaction per module note, Go to: 5190-WhereBorn
Check Condition

Module Notes
V-KBPW-MMName_1-(duration),T-KBPW-0000-(duration)

Knowledge Based Authorization-v 4.15.4

02 April 2010

43 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

5140- GetMother’sMaiden
Name DialogModule™
Entering from
5135-Mother’sMaiden Check Condition

Prompts
Msg. Number

REQID

50306

5140GetMother’sMaid
en-Prompt-Initial1

What was your mother’s MAIDEN LAST name including the spelling?
For example if the name was Smith, you’d say “Smith, S M I T H”. Go
ahead.

50307

5140GetMother’sMaid
en-PromptTimeout1

Sorry, I didn’t hear you. Please give me the last name with the spelling.

50308

5140GetMother’sMaid
en-PromptTimeout2

I’m afraid I still can’t hear you. Please give me the last name and spell
it.

50311

5140GetMother’sMaid
en-Prompt-Retry1

[ Global Default ] Just spell your mother’s maiden last name for me.

50348

5140-FTConfirmationApol
ogy-Prompt

50321

5140GetMother’sMaid
en-PromptRespell1

50317

5140GetMother’sMaid
en-PromptRespell2

50322

5140GetMother’sMaid
en-PromptRespell3

50323

5140GetMother’sMaid
en-PromptSpellHelp

50312

5140GetMother’sMaid
en-PromptSayHelp

Condition

Wording

Sorry about that. Let’s try again.
If "no" on
confirmation
Using only the letters of the alphabet, please spell your mother's
maiden last name quickly. For example, if her name was O’Connor, you
would say O C O N N O R. Please spell her maiden last name now
If caller has
Timeout1 OR
Retry1
If caller has
Timeout OR
Retry in response
to the Respell2
prompt
This prompt may
not always play
depending on the
number of retries/
confirmations
played.

If last prompt was
spell only

If last prompt was
say and spell

Knowledge Based Authorization-v 4.15.4

Sorry I didn’t hear you. Using only the letters of the alphabet, please
spell your mother's maiden last name quickly, one letter at a time.

[Global Default] If the last name has an apostrophe, space or a hyphen
in it, you can just skip that. For example, if it's a two part name like
Folsom hyphen Jones, you should just drop the hyphen and not worry
about capital letters. Just say f-o-l-s-o-m-j-o-n-e-s. Try spelling the last
name one more time.

I need you to spell just the last name. If the last name has an
apostrophe, space or a hyphen in it, you can just skip that. It works best
if you use ONLY letters and speak at a quick pace. For example, to
spell Smith, you don’t need to say S as in Sam, M as in Michael, just
say S M I T H … try it again. Please spell the last name for me now.
I need you to say the last name and then spell it for me. For example, if
the last name was O’Neal, you’d say “O’Neal, O N E A L”.

02 April 2010

44 of 55

Change of Address / Direct Deposit

00120

Verizon Business-- Confidential

5140GetMother’sMaid
en-PromptSuccess-1

Alright.

REQID

Vocabulary

5140-GetMother’sMaiden-OptionAltname

DTMF
<...>

Action

Confirm.

Play 5140-GetMother’sMaiden-PromptSuccess-1

ALWAYS

Go To: 5190-WhereBorn Check
Condition
5140-GetMother’sMaiden-OptionMaxTimeouts

Go to: 5050-Name-ExitFailure-Msg

5140-GetMother’sMaiden-OptionMaxRetries

Go to: 5050-Name-ExitFailure-Msg

Confirmation Prompts- The user is navigated to the Confirmation process only if the software receives a
medium confidence level. If the confidence is low, the input is invalid. If the confidence is high, then the caller
will proceed forward.
Msg. Number

REQID

82175

5140GetMother’sMaiden
-ConfPromptLastName-1

Wording
Let me read that back. Last
name:
< Mother’s Maiden Name
Spelling >

50337

50342

82054

82055

5140GetMother’sMaiden
-ConfPromptLastName-2

...spelled:

CPR

< Mother’s Maiden Name
Spelling >

5140GetMother’sMaiden
-ConfPromptLastName-3

Did I get that right?

5140GetMother’sMaiden
-ConfPrompt-Retry1

5140GetMother’sMaiden
-ConfPrompt-Retry2

Knowledge Based Authorization-v 4.15.4

Sorry, I didn’t catch that. Please
say “yes,” or “no,”.

Sorry, I still didn’t catch that. If
‘yes’ press one, otherwise press
two

Result

Action

“Let me read that back.
Last Name < Mother’s
Maiden Name> spelled
< Mother’s Maiden
Name Spelling >, did I
get that right?”

If Yes:
Play 5140-GetMother’sMaidenPrompt-Success-1
Then Go to: 5190-WhereBorn
Check Condition
If No:
Play 5140-FTConfirmationApologyPrompt5140GetMother’sMaiden-PromptRespell1

If Yes:
Play 5140-GetMother’sMaidenPrompt-Success-1
Then Go to: 5190-WhereBorn
Check Condition
Retry1 on Confirmation

If No:
Play 5140-FTConfirmationApologyPrompt5140GetMother’sMaiden-PromptRespell1
If Yes:
Play 5140-GetMother’sMaidenPrompt-Success-1
Then Go to: 5190-WhereBorn
Check Condition

Retry2 on Confirmation

02 April 2010

If No:
Play 5140-FTConfirmationApologyPrompt5140GetMother’sMaiden-PromptRespell1

45 of 55

Change of Address / Direct Deposit

82056

5140GetMother’sMaiden
-ConfPromptTimeout1

Verizon Business-- Confidential

Sorry, I didn’t hear you. I need
to know if I got your name right.
Please say “yes” or “no”.”

If Yes:
Play 5140-GetMother’sMaidenPrompt-Success-1
Then Go to: 5190-WhereBorn
Check Condition
Timeout1 on
Confirmation

If No:
Play 5140-FTConfirmationApologyPrompt5140GetMother’sMaiden-PromptRespell1
If Yes:
Play 5140-GetMother’sMaidenPrompt-Success-1
Then Go to: 5190-WhereBorn
Check Condition

82057

5140GetMother’sMaiden
-ConfPromptTimeout2

Sorry, I still didn’t hear you. I
need to know if I got your name
right. Please say “yes” or “no”.

Timeout2 on
Confirmation

00250

5140GetMother’sMaiden
-ConfPromptInvalidOrTimeout3

[250 ms silence]

Max Timeout OR Max
Retry at Confirmation

If No:
Play 5140-FTConfirmationApologyPrompt5140GetMother’sMaiden-PromptRespell1

Go To: 5050-Name-ExitFailureMsg

Event logging
Record = U-KBPW-DM_5140-(Call Duration at start),T-KBPW-

0000 = Success

-Call duration at process end

0001 = Error
0002 = Max No Input
0003 = Max No
Match
0200 = Caller Hang
Up
0303 = Max No
Confirm
0304 = Max Help
0310 = Caller
Requested Main
Menu
0311 = Caller
Requested Agent
Developer notes
The following prompts use SAY AND SPELL grammars: Initial-1, Timeout1, Timeout2, and SayHelp.
If there is a no-match/rejection error, OR if the caller gives a “No” confirmation to the name, the system switches to the SPELL-ONLY
fallback, which is announced in prompts Retry1, Retry2, Respell1, Respell2, Respell3, and SpellHelp. This matches the spell-only
fallback strategy in TPPW, which is based on the Nuance Name OSDM callflow.
In spell-only fallback collections, use spell-only grammar.
Respell 3 is conditional -- may not always play depending on the number of retries/confirmations played.

Set Confidential Flag to TRUE

Knowledge Based Authorization-v 4.15.4

02 April 2010

46 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

5150-NoName-Msg
Play Prompt
Apologize to caller for not being able to collect a name.

Entering from
5050-Name-ExitFailure-Msg

Prompts
Message Number

REQID

Wording

00250

5150-KBA-NoNamePrompt-1

[250 ms silence]

Req ID

Condition

Action

5150-KBA-NoName-Condition-Always

Always

return status := failure
return to Global (COA-DD 1330-CallKBAuth-Code)

Event logging
Developer notes
No barge-in
The prompt has been set to short silence. The failure message to the caller has already been said within GetName so no additional
message is needed here.

5190-WhereBorn Check Condition

Entering from
5135-Mother’sMaiden Check Condition 5140-GetMother’sMaiden

REQID

Condition

Action

5190-KBA-WhereBorn
Check Condition-Conditionnull

If PoB = null

Go to: 5200-WhereBorn-VM

5190-KBA-WhereBorn
Check Condition-Conditionelse

If PoB else

Report V Transaction per module note, Go to: 5205-LastPmt Check
Condition

Module Notes
V-KBPW-POB_1-(duration),T-KBPW-0000-(duration)

5200-WhereBorn-VM
Custom Context DialogModule™
Ask caller for state or territory where they were born.

Entering from
5190-WhereBorn Check Condition

Knowledge Based Authorization-v 4.15.4

02 April 2010

47 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

Prompts
Message Number

REQID

Wording

52001

5200-KBA-WhereBorn-PromptInitial1

Only two more questions.

00500

silence_500

[500 ms silence]

52002

5200-KBA-WhereBorn-PromptInitial2

Please say the name of the American STATE or TERRITORY where
you were born, such as Texas, or say OTHER if you were born
somewhere else.

52003

5200-KBA-WhereBorn-PromptRetry1

[Global Default] I don't need the city. Please say just the STATE or
territory where you were born, Texas for example. If you were born
somewhere else, just say “Other”. If you aren't sure about the
territories, say “Question”.

52004

5200-KBA-WhereBorn-PromptRetry2

[Global Default] If you aren't sure about territories, say Question.
Otherwise, just say the name of the state or territory.

52005

5200-KBA-WhereBorn-PromptTimeout1

I'm sorry, I didn't hear anything. If you aren't sure about territories, say
Question. Otherwise, just say the name of the state or territory or say
OTHER.

52006

5200-KBA-WhereBorn-PromptTimeout2

I'm sorry, I still didn't hear anything. If you aren't sure about territories,
say Question. Otherwise, just say the name of the state or territory or
say OTHER.

52007

5200-KBA-WhereBorn-PromptHelp1

As part of the verification process, I need to know the name of the state
or U S territory where you were born. If you aren't sure and would like
to hear a list of the TERRITORIES, just hang on and I’ll list them for
you, otherwise please say the name of the state or territory now. [4 sec
pause] The current and former territories of the United States are:

00500

silence_500

[500 ms silence]

52008

5200-KBA-WhereBorn-PromptHelp2

American Samoa, Federated States Of Micronesia, Guam , Marshall
Islands, Northern Mariana Islands, Palau, Puerto Rico, and Virgin
Islands.

01000

silence_1000

[1 sec silence]

52009

5200-KBA-WhereBorn-PromptHelp3

So let me ask again: In which state or territory were you born?

REQID

Vocabulary

5200-KBA-WhereBorn-Optionstate

<50 states plus territories plus
OTHER – see list below>

DTMF

—

Action

Confirm.

Go to: 5205-LastPmt
Check Condition

If necessary

Remove global Agent and
Main Menu from this DM.

Confirmation prompts
Message Number

REQID

Wording

00118

5200-KBA-WhereBorn-ConfPrompt-you_said

[I think you said]

00119

5200-KBA-WhereBorn-ConfPromptis_that_correct

[Is that correct?]

52011

5200-KBA-WhereBorn-ConfPrompt-AS

American Samoa

52012

5200-KBA-WhereBorn-ConfPrompt-FM

Federated States of Micronesia

52013

5200-KBA-WhereBorn-ConfPrompt-GU

Guam

52014

5200-KBA-WhereBorn-ConfPrompt-MH

Marshall Islands

52015

5200-KBA-WhereBorn-ConfPrompt-MP

Northern Mariana Islands

52016

5200-KBA-WhereBorn-ConfPrompt-PW

Palau

Knowledge Based Authorization-v 4.15.4

02 April 2010

48 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

52017

5200-KBA-WhereBorn-ConfPrompt-PR

Puerto Rico

52018

5200-KBA-WhereBorn-ConfPrompt-VI

Virgin Islands

52019

5200-KBA-WhereBorn-ConfPrompt-FF

Other

Remove global Agent from confirmation grammars for this DM.

DialogModule parameters
Parameter

Value

5200-KBA-WhereBorn-Parameter
after_end_of_speech_timeout

1,000 ms

before_begin_of_speech_timeout

7,000 ms

allowing_barge_in

True

Event logging
Record = U-KBPW-DM_5200-(Call Duration at start),T-KBPW-

0000 = Success
0001 = Error

-Call duration at
process end

0002 = Max No Input
0003 = Max No Match
0200 = Caller Hang Up
0303 = Max No Confirm
0304 = Max Help
0310 = Caller Requested
Main Menu
0311 = Caller Requested
Agent
Developer notes
DTMF 9 is disabled in this Module.
State grammar: [note some synonyms for DC and Washington]
Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois,
Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri,
Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio,
Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia,
Washington, West Virginia, Wisconsin, Wyoming, District of Columbia, D C, Washington D C, Washington State
Territory grammar:
American Samoa, Guam, Puerto Rico, Virgin Islands, Federated States Of Micronesia, Marshall Islands, Northern Mariana
Islands, Palau.
Additional grammar:
Other

Implement one-step correction in confirmation: accept [no] [it's] (state name), confirm again if necessary, and
route to 5210.

Set Confidential Flag to TRUE

Knowledge Based Authorization-v 4.15.4

02 April 2010

49 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

5205-LastPmt Check Condition

Entering from
5190-WhereBorn Check Condition 5200-WhereBorn-VM

REQID

Condition

Action

5205-KBA-LastPmt Check
Condition-Condition-null

If Last Payment = null

Go to: 5210-LastPmt-VM

5205-KBA-LastPmt Check
Condition-Condition-else

If Last Payment else

Report V Transaction per module note, Go to: 5220-CheckingNowMsg

Module Notes
V-KBPW-LBP_1-(duration),T-KBPW-0000-(duration)

5210-LastPmt-VM
Currency DialogModule™
Ask caller the amount of the last benefit payment they received.

Entering from
5205-LastPmt Check Condition

Prompts
Message Number

REQID

Wording

52101

5210-KBA-LastPmt-PromptInitial1

One last question.

52102

5210-KBA-LastPmt-PromptInitial2

What was the amount of the last benefit check you received in
dollars and cents.

52103

5210-KBA-LastPmt-PromptRetry1

[Global Default] I need the amount in dollars and cents, such as
one hundred twenty nine DOLLARS and thirty seven CENTS.
How much was your last payment?

52104

5210-KBA-LastPmt-PromptRetry2

[Global Default] Please speak slowly and clearly and tell me the
amount again.

52105

5210-KBA-LastPmt-PromptTimeout1

I'm sorry, I didn't hear anything. I need the amount in dollars and
cents, such as one hundred twenty nine DOLLARS and thirty
seven CENTS. How much was your last payment?

52106

5210-KBA-LastPmt-PromptTimeout2

I'm sorry, I still didn't hear anything. You'll need to know the exact
amount of your last benefit check in dollars, but you can skip the
cents. If you don't know the amount, we can't proceed and you'll
need to call back later when you do know. So if you know the
payment amount, please say it now.

52107

5210-KBA-LastPmt-PromptHelp

You'll need to know the exact amount of your last benefit check in
dollars, but you can skip the cents. If you don't know the amount,
we can't proceed and you'll need to call back later when you do
know. So if you know the payment amount, please say it now.

50394

5210-KBA-LastPmt-PromptSuccessYes

Got it.

REQID

Vocabulary

DTMF

Action

Confirm.

5210-KBA-LastPmt-Option-Currency

<...>

play SuccessYes prompt

If necessary

Go to: 5220-CheckingNowMsg

Check This

Knowledge Based Authorization-v 4.15.4

02 April 2010

50 of 55

Change of Address / Direct Deposit

5210-KBA-LastPmt-Option-DontKnow

Verizon Business-- Confidential

—

I don't know
I'm not sure

Go to: 5215-CantProceedMsg

Never

remove Agent from global
grammar for this DM

Confirmation prompts
Message Number

Option / Name

Wording

Currency

Default confirmation, as handled by DialogModule™
“I think you said xxx dollars and xxx cents. Is that correct?”
after Yes, play SuccessYes prompt

DialogModule parameters
Parameter

Value

5210-KBA-LastPmt-Parameter
Currency type

US Dollars

Allowed currency range

$10.00 - $9,999.00

Expected currency range

$10.00 - $999.00

Allowed currency granularity

1 cent

Expected currency granularity

1 cent

after_end_of_speech_timeout (incomplete timeout)

1500 msec

before_begin_of_speech_timeout

7,000 msec

allowing_barge_in

True

high confidence threshold

.995

max speech duration

16,000 msec

Event logging
Record = U-KBPW-DM_5210-(Call Duration at start),T-KBPW-

0000 = Success
0001 = Error

-Call duration at
process end

0002 = Max No Input
0003 = Max No
Match
0200 = Caller Hang
Up
0303 = Max No
Confirm
0304 = Max Help
0310 = Caller
Requested Main
Menu
0311 = Caller
Requested Agent
Developer notes
Usability note: The back end will ignore the cents, but it's best to ask for it anyway to make explaining what to say easier.
Also, the caller is likely to be looking at a written amount, so if they know the dollars they'll know the cents too.

Set Confidential Flag to TRUE
Knowledge Based Authorization-v 4.15.4

02 April 2010

51 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

5215-CantProceed-Msg
Play Prompt
Tell caller we can't proceed without those numbers.

Entering from
5210-LastPmt-VM

Prompts
Message Number

REQID

Wording

50401

5215-KBA-CantProceedPrompt-1

I'm sorry but we can't proceed without those numbers. You may want to
call back when you have those numbers with you.

Req ID

Condition

Action

5215-KBA-CantProceed-Condition-Always

Always

return code := failure
return to Global (COA-DD 1330-CallKBAuth-Code)

Event logging
Developer notes
No barge-in  Be sure of this setting!

5220-CheckingNow-Msg
Play Prompt
Tell the caller there may be a short delay while we check the information they gave us.

Entering from
5210-LastPmt-VM

Prompts
Message Number

REQID

Wording

52201

5220-KBA-CheckingNow-Prompt1

Hold on while I check our database. It may take a few seconds.

Req ID

Condition

Action

5220-KBA-CheckingNow-Condition-Always

Always

Go to: 5230-QueryKB-DB

Event logging
Developer notes
No barge-in

5230-QueryKB-DB
Database Query
Check the Knowledge Base database.

Entering from
5220-CheckingNow-Msg

Knowledge Based Authorization-v 4.15.4

02 April 2010

52 of 55

Change of Address / Direct Deposit

Input Field

Verizon Business-- Confidential

Description

SSN
first name
last name
alternate last name

may be null

date of birth
mother's maiden last name
state or territory of birth
dollar amount of last payment

set the cents to zero before the query

Output Field

Description

verification status

success or failure

Req ID

Condition

Action

5230-KBA-QueryKB-Condition-Succ

IF success

Go to: 5250-SaySuccess-Msg

5230-KBA-QueryKB-Condition-Fail

Else if failure because data
doesn’t match

Go to: 5260-SayFailure-Msg

5230-KBA-QueryKB-Condition-AcctBlocked

Else if failure because
account is blocked

Go to: 5270-AccountBlocked-Msg

Event logging

5250-SaySuccess-Msg
Play Prompt
Tell caller they've been verified.

Entering from
5230-QueryKB-DB

Prompts
Message Number

REQID

Wording

52501

5250-KBA-SaySuccess-Prompt1

OK, everything checks out.

Req ID

Condition

Action

5250-KBA-SaySuccess-Condition-Always

Always

return code := success
return to Global COA-DD 1330-CallKBAuth-Code)

Event logging
Developer notes
No barge-in

5260-SayFailure-Msg
Play Prompt
Tell caller they could not be verified.

Entering from
5230-QueryKB-DB

Knowledge Based Authorization-v 4.15.4

02 April 2010

53 of 55

Change of Address / Direct Deposit

Verizon Business-- Confidential

Prompts
Message Number

REQID

Wording

52601

5260-KBA-SayFailurePrompt1

I'm afraid that some of the information you gave me doesn't match what
we have in our records.

5260-KBA-SayFailure-Condition-Always

Condition

Action

Always

return code := failure
return to Global (COA-DD 1330-CallKBAuth-Code)

Event logging
Developer notes
No barge-in

5270-AccountBlocked-Msg
Play Prompt
Tell caller they blocked their own account from telephone access.

Entering from
5230-QueryKB-DB

Prompts
Message Number

REQID

Wording

52701

5270-KBA-AccountBlockedPrompt1

Our records show that you requested that your account be blocked
from access by this automated system, as well as by the Internet,
even with a password, so I’ll need to send you to an agent to
complete this transaction. If you want to unblock your account, the
agent must handle that as well.

5270-KBA-AccountBlocked-Condition-Always

Condition

Action

Always

return code := account_blocked
return to Global (COA-DD 1330-CallKBAuth-Code)

Event logging
Developer notes
No barge-in

5900-DMfailure-Msg
Play Prompt
Apologize that we can't understand the caller.

Entering from
any DM in the KBA (but not GetName module) that hits max retries or max timeouts

Prompts
Message Number

REQID

Wording

59001

5900-KBA-DMfailurePrompt1

I'm so sorry I’m not able to understand you.

Knowledge Based Authorization-v 4.15.4

02 April 2010

54 of 55

Change of Address / Direct Deposit

5900-KBA-DMfailure-Condition-Always

Verizon Business-- Confidential

Condition

Action

Always

return status := failure
return to Global (COA-DD 1330-CallKBAuth-Code)

Event logging
Developer notes
No barge-in

—End of Specification —

Knowledge Based Authorization-v 4.15.4

02 April 2010

55 of 55

File Type	application/pdf
File Title	SSA COADD UIspec KBA
Author	Banack, Terri
File Modified	2025-07-31
File Created	2025-07-31