Automated Voice Response Eligibility Verification Subsystem Call Flow Manual
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Special Function KeysThere are two special function keys on the touch-tone keypad - the pound sign key (#) and the asterisk key (*). The Automated Voice Response System takes advantage of these keys to allow the user to perform special functions. End of Data MarkerThe pound sign key (#) signals to the system that the user has finished entering the data that it requested. The user should always press the pound sign key to mark the end of the data just entered to get the quickest response from the system. Use Previous DataThe user may also use the pound sign key (#) to tell the system to reuse data the user previously entered for a specific prompt. The user simply presses only the pound sign at the prompt. For example, if the user wishes to perform another transaction on member number 123456789, he or she can enter the pound sign key (#) when the system prompts for the member number causing the system to use the previously entered member number. If the system determines that the user has never entered a member number, it prompts the user again to enter one. Repeat Response or PromptThe Automated Voice Response System interacts with the user using a series of prompts and responses. It uses prompts to ask the user to enter data or to indicate what action the system should take next. It speaks the information the user is requesting in the form of a response. Sometimes it is necessary to hear a prompt or a response over again. The Automated Voice Response System provides the user this capability. To tell the system to repeat its last response, the user can press the asterisk key (*)followed by the pound sign key (*#). To tell the system to repeat its last prompt, the user can press the asterisk key twice followed by the pound sign key (**#). Void DataTwo successive asterisks (**) indicate that all data in the current field should be deleted and the data following the asterisks be used in its place. For example, if the user intended to enter 12345 and accidentally keyed 12567, the mistake could be corrected by entering "**" followed by the correct data. The sequence of keystrokes is illustrated below. 12567**12345# In the above example the user entered "12567" in error. To tell the system that the user would like to start over, a "**" is keyed and then the entire number is re-keyed. The user would then press the pound sign key (#) to terminate data entry. When the voice response application examines the input data it discards all data in the field preceding the two asterisks (* *) and takes the data following the double asterisk as the user's intended input. Therefore, the final input to the system would be "12345". Alphabetic DataSince the telephone touch-tone keypad has only numeric digits 0-9, a special method must be used to allow users to enter alphabetic characters. To enter alphabetic data, the user presses the asterisk key (*) followed by a two-digit numeric code. This numeric code represents a specific alphabetic character. The first digit corresponds to the key cap number on which the character appears. The second digit corresponds to one of the three alphabetic characters on the key cap. Therefore, the code "*21" is used to input the letter "A" since the "A" appears in position one on key cap two on the touch-tone keypad. The characters "Q" and "Z" do not appear on the touch tone keypad. Therefore, these two characters are treated as though they are the first two characters on key cap one. For example, to enter "Q", the user enters "*11". To enter "Z", the user enters "*12".
Abort FunctionTo cancel a transaction at any prompt and return to the Main Menu, the user can enter "*99#". Opt Out to Customer ServiceTo cancel a transaction at any prompt and transfer to a Customer Service Representative, the user can enter "0#". |