IVR Design Document. Colorado FSR Transition. Systems & Methods, Inc. Child Support Services Division

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1 IVR Design Document Colorado FSR Transition Systems & Methods, Inc. Child Support Services Division

2 SMART is a registered trademark of Systems & Methods, Inc. Other product and company names mentioned herein may be the trademarks of their respective owners.

3 Colorado FSR Transition REVISION CONTROL PAGE Document Revisions The following table describes each revision made to this document. Revision Date Author Description 04/25/07 John Koupal Added sample IVR reports to section /03/14 Mike Woytowich Updated web service layer discussion and web service API descriptions. 02/03/14 Slade Edmonds Updated hardware and software descriptions. 02/04/14 Jason Brown Updated report descriptions and samples in section 9.0 and prompt verbiage in Appendix B; added description of page 27 to Appendix A. 02/13/2014 Antonio Torres Spanish scripts updated. 03/17/2014 Vanessa Trindade Add pay by phone schedule payment confirmation Web Method 02/14 Confidential and Proprietary iii

4 REVISION CONTROL PAGE Colorado FSR Transition This Page Intentionally Left Blank iv Confidential and Proprietary 02/14

5 Colorado FSR Transition CONTENTS Document Revisions...iii 1.0 Introduction Document Purpose Implementation Scope Constraints/ Limitations Assumptions Definitions and Acronyms Hardware Software Web Service Connectivity eplus Application Proxy SMI Web Service Proxy ACSES IVR Web Services Call Flows Language Scripts English Script Voice Talent Spanish Script Voice Talent ACSES Web Services Calling IVR Web Services IVR Web Services API Summary Web Service: CaseInformationService Web Method: ValidateFsr Web Service: ObligeeService Web Method: GetLastDisbursement /14 Confidential and Proprietary v

6 CONTENTS Colorado FSR Transition Web Method: GetLastTwoDisbursements Web Method: GetMonthlyNotice Web Service: ObligorService Web Method: GetCaseBalance Web Method: GetLastPayment Web Method: GetLastTwoPayments Web Method: GetMonthlyObligation Web Service: PayByPhoneService Web Method: ChangePin Web Method: SchedulePayment Web Method: ValidatePin Web Method: ConfirmPayment Web Service: UtilityService Web Method: GetErrorDescription Web Method: GetOfficeHours Web Method: IsAcsesAvailable Reports Application Performance Analysis CSQ Activity Report IVR Statistics Report CSQ Call Distribution Summary Appendix A: Call Flow Diagrams Appendix B: English Script Appendix C: Spanish Script vi Confidential and Proprietary 02/14

7 Colorado FSR Transition IVR DESIGN DOCUMENT 1.0 Introduction Systems & Methods, Inc. (SMI) was awarded the contract to operate the Colorado Family Support Registry (FSR) with a contract execution of January 3, Part of this operation includes the replacement and ongoing operation of the FSR s Interactive Voice Response (IVR) system. The IVR system is required to integrate with ACSES through the exchange of information and system commands. SMI will use Cisco Systems hardware and software to house and host the IVR system and overall telephony solution at the FSR. CMB Technologies will develop the IVR software. SMI, along with CMB, has conducted extensive examinations of the current IVR system to determine system shortfalls that can create opportunities for improved service delivery. 02/14 Confidential and Proprietary 7 of 63

8 IVR DESIGN DOCUMENT Colorado FSR Transition 2.0 Document Purpose The IVR Design Document has been prepared to document the design and functional specifications used in the deployment of the IVR system. The document includes specifications and descriptions of the following topics: Hardware Software Advanced Technologies Call Flow Diagrams Language Scripts Voice Talent Host Integration and Communications Reports 2.1 Implementation Scope This implementation of the IVR system includes the following functional features: Capacity to handle over 220,000 IVR calls monthly. Ability to add applications. Ability to handle increased call volume. Open architecture using SQL databases. Support of both English and Spanish scripts. Relay information to and from ACSES pertaining to child support payments received, disbursements issued, and pay by phone functionality. Relay general information about Colorado s child support program, employer services, payment methods, disbursement options, county office information, and new hire reporting. Support the transfer of callers to the FSR Customer Service unit, FSR Employer Relations Representative, State FSR Employer Services, and new hire reporting. Use of employer text to speech for the recitation of information from ACSES. Use of multiple pathways pertinent for different calling groups. Enhancements and improvements beyond the current IVR system. 8 of 63 Confidential and Proprietary 02/14

9 Colorado FSR Transition IVR DESIGN DOCUMENT 2.2 Constraints/ Limitations Constraints and limitations of our development and implementation effort include the following: No changes to ACSES will be required. Data queried and provided by ACSES is limited to what is currently provided. No feed file or routine (daily) database transfer from ACSES will be provided. Use the current FSR customer service toll free and metro-denver numbers. 2.3 Assumptions Based on RFP requirements and design session discussions the following assumptions and conventions have been established: Press zero (0) to transfer to a Customer Service Representative. Press the pound (#) sign to transfer to the previous menu. Press nine (9) to repeat menus six options long. Access information using an FSR account number. Transfers to the FSR Customer Service unit will request an FSR account number, and if not provided a social security number. 2.4 Definitions and Acronyms Following are descriptions of terms that are IVR-specific and a table of commonly used acronyms. Web Services: An application that exposes a web accessible application programming interface. This does not mean that the interface is exposed to the world via the Internet. All Web Services described in this document are made accessible internally, and only to the Cisco IPCC Server for use in support of the IVR system. 02/14 Confidential and Proprietary 9 of 63

10 IVR DESIGN DOCUMENT Colorado FSR Transition Acronyms ACD ACW ANI CAD CRS CTI CSD CSQ CTIP CTIR DID DNIS FIFO IPCC Definition Automatic Call Distribution: A software application that routes incoming telephone calls and manages Customer Service Representative (CSR) work states. After Call Work: A work state when the CSR is unavailable for calls to complete work associated with calls. Automatic Number Identification: A telephone network feature that passes the filling number of the line the caller is using to the call center. Cisco Agent Desktop: An application that resides on each CSR s desktop which controls their state, passes data to them, and enables reporting functionality. Customer Response Server Computer Telephony Integration: The functional integration of various computer and telephone system elements to enable voice and data networks to work together and share information. Cisco Supervisor Desktop: An application that resides on the supervisor s desktop which allows real time CSR monitoring, state control, and other supervisor to agent functionality. Contact Service Queue: Holds callers until a CSR becomes available. CTI Port: A single unique directory number used by the JTAPI subsystem in order to simultaneously manage calls. CTI Route Point: A directory number assigned in order to handle and manage calls. Direct Inward Dialing: A network service offering where a unique set of identifying digits is passed to the voice switch. Dialed Number Identification Service: A network service offering where a unique set of identifying digits is passed to the coive switch and acts as a code to identify the call type and intended destination. First In, First Out: A method for routing inbound calls from a queue to a CSR. Internet Protocol Call Center 10 of 63 Confidential and Proprietary 02/14

11 Colorado FSR Transition IVR DESIGN DOCUMENT Acronyms ICD IVR JTAPI LAN PBX VM VoIP Definition Internet Call Distributor Interactive Voice Response: Systems that enable callers to use their telephone keypad or spoken commands to access a company s computer system for the purpose of retrieving or updating information, conducting a business transaction, or routing a call. Java Telephony Application Programming Interface Local Area Network: The connection of multiple computers within a building or campus to share information, applications, and peripherals. Private Branch Exchange: A telephone system located at a user s premise that handles incoming and outgoing calls and provides many features for call routing. Voice Mail Voice Over Internet Protocol: The method of transmitting voice conversations as packets of data from one communications device to another over a TCP/IP network. 02/14 Confidential and Proprietary 11 of 63

12 IVR DESIGN DOCUMENT Colorado FSR Transition 3.0 Hardware The servers used to house the voice cluster include: East Coast Cluster (Carrollton, GA): Virtual Host Hardware Model Guest Servers UCS1 Cisco C210 M1/M2 Cisco Unified Communications Manager Publisher Cisco Unity Voice Mail UCS2 Cisco C210 M1/M2 Cisco Unified Communications Manager Subscriber Cisco Unified Contact Center Express UCS3 Cisco C210 M1/M2 Cisco Advanced Quality Management SMI Proxy Services West Coast Cluster (Denver, CO): Virtual Host Hardware Model Guest Servers UCS4 Cisco C210 M1/M2 Cisco Unified Communications Manager Subscriber Cisco Unified Contact Center Express Cisco Unity Voice Mail SMI Proxy Services 12 of 63 Confidential and Proprietary 03/14

13 Colorado FSR Transition IVR DESIGN DOCUMENT 4.0 Software The core voice cluster applications and their version numbers are noted below: Application Software Version Operating System Cisco Unified Communications Manager Cisco Unified Contact Center Express Cisco Unified Operating System Cisco Unified Operating System Cisco Unity Voice Mail 8.6.2ES Cisco Unified Operating System SMI Proxy Services Windows 2008 R2 Cisco Advanced Quality Management Windows 2008 R2 03/14 Confidential and Proprietary 13 of 63

14 IVR DESIGN DOCUMENT Colorado FSR Transition 5.0 Web Service Connectivity The State of Colorado provides a set of SOAP Web Services that are called by the CISCO IPCC IVR system to retrieve data. Figure 1 shows the relationship between these components, which are described in more detail below. CISCO IPCC IVR eplus Application Proxy SMI Web Service Proxy ACSES IVR Web Services Figure 1: IVR service layer 5.1 eplus Application Proxy The eplus Application Proxy is responsible for making Web Service calls on behalf of the IVR and formatting the response data in a manner that may be interpreted by the IVR for presentation to the user. This software is deployed on a separate server from the IVR itself in order to allow for the application proxy and the server to be updated independently of one another. Details of the login sequences and field mappings can be found in the Host Integration and Communications section of this document. 5.2 SMI Web Service Proxy The eplus Application Proxy does not make calls directly to the State s web services. Instead, it interfaces with the SMI Web Service Proxy. The SMI Web Service Proxy is the gateway for all calls from the SMI SMART Application to ACSES Web Services, whether these web services are for the IVR or other application functions. 5.3 ACSES IVR Web Services The ACSES IVR Web Sevices are SOAP Web Services provided by the State of Colorado to be used for data update and retrieval. Theses allow for data to be retrieved by the IVR without having to screen-scrape or otherwise interact directly with the ACSES system. 14 of 63 Confidential and Proprietary 03/14

15 Colorado FSR Transition IVR DESIGN DOCUMENT 6.0 Call Flows Callers to the FSR are initially routed to the IVR system. Numerous options for information, specific payment actions, and transfers to various parties are available from the IVR. Figure 2 is a summary of the major functions within the IVR system. Detailed call flows are located in Appendix A. Overview Colorado FSR IVR Menu Structure Introduction Language Selection Transfer to Spanish Version of IVR Deaf and hard of hearing option General Child Support Information - Establishing paternity - Locating absent parents - Establishing a court order - Enforcing a court order - Apply for CS Services - Changing a Court Order - County CS Office Hours & Phone Numbers Obligee Branch IV-D/ Non IV-D - Last Payment Sent Info - Last Two Payments Sent Info - Stop Pmt & Check Copy Process - Direct Deposit Info - County CS Office Hours & Phone Numbers IV-D - Monthly Notice of Collections IVR Instructions - Option to Skip Instructions - Options available - Use of IVR - Typical options and shortcuts Main Menu - Case Specific Information or Pay by Phone - General CS Information - Employer Options - Other State CS Agency Option - Retrieve a message - Speak to CSR - County CS Office Directory FSR Account Number/ Caller Verification County CS Office Branch - Caller input county name (first 4 characters) - Play Back - County Office Name - Office Hours - Telephone Number Other State CS Information - Payment identification - Payment location - Colorado FSR FEIN - Sending/Receiving CS Payments Electronically - Sending/Receiving CS Payments by Check - Initiating EFT of Child Support Payments Introduction and Language Selection Employer Sub-Menu Speak with FSR Customer Service Figure 2: IVR menu structure Obligor Branch IV-D/ Non IV-D - Last Payment Received info - Last Two Pmts Received Info - How to make a payment - Pay by Phone IV-D - Balances - Monthly Obligation Employer Information - Employer Payment Options - Payment Mailing Instructions - Lost Payment Instructions - Redirect Notices - Income Withholding - Coupon Information - Terminated Employee - Retrieve a message - CO State Directory of New Hire Reporting Speak with State FSR Customer Service Transfer to New Hire Registry 03/14 Confidential and Proprietary 15 of 63

16 IVR DESIGN DOCUMENT Colorado FSR Transition 7.0 Language Scripts Both English and Spanish versions of the FSR IVR system are available in Appendix B and C, respectively. The following individuals have been designated to record the scripts. 7.1 English Script Voice Talent Name: Cindy Denney Company Name: Systems & Methods, Inc. Contact Information: (800) , 7.2 Spanish Script Voice Talent Name: To Be Delivered Company Name: Contact Information: 16 of 63 Confidential and Proprietary 03/14

17 Colorado FSR Transition IVR DESIGN DOCUMENT 8.0 ACSES Web Services This section describes the web service API provided by the State for use by the IVR. 8.1 Calling IVR Web Services Each method exposed by the IVR web service layer consists of input/output parameters and a return code. The following table summarizes these codes. Return Code Description 0 Method executed successfully 1 An error was encountered by the IVR Windows Service while processing the request. -1 An error was encountered by the IVR Web Service while processing the request. It s important to note that although a return of 0 means that the method executed successfully, it does not mean that the result was positive. For example, a request to validate an FSR may complete with a return code of 0, but the caller must check the output parameters to determine whether or not the FSR is in fact valid; the value of output variables must always be checked. A return status other than zero means that an error in processing occurred and result parameters should be ignored. 8.2 IVR Web Services API Summary The IVR Web Services API is summarized in the table below. Details of the web methods exposed by each web service, including the ACSES processing sequence performed by the IVR Windows Service are described in the sections that follow. Web Service Methods Web Service Description CaseInformationService ValidateFsr Provides services related to case specific information. ObligeeService ObligorService GetLastDisbursement GetLastTwoDisbursements GetMonthlyNotice GetCaseBalance GetLastPayment GetLastTwoPayments GetMonthlyObligation Provides methods that support the retrieval of Obligee information. Provides methods that support the retrieval of Obligor information. 03/14 Confidential and Proprietary 17 of 63

18 IVR DESIGN DOCUMENT Colorado FSR Transition Web Service Methods Web Service Description PayByPhoneService ChangePin SchedulePayment ValidatePin ConfirmPayment Provides methods that allow pay-by-phone processing. UtilityService GetErrorDescription GetOfficeHours IsAcsesAvailable Provides methods that are not specific to a particular case or member. 18 of 63 Confidential and Proprietary 03/14

19 Colorado FSR Transition IVR DESIGN DOCUMENT 8.3 Web Service: CaseInformationService Web Method: ValidateFsr Description: Validate FSR Account Number Transaction for Obligee/Obligor Method Signature int ValidateFsr(string fsr, out char fsrver, out char ivdindicator); 03/14 Confidential and Proprietary 19 of 63

20 IVR DESIGN DOCUMENT Colorado FSR Transition 8.4 Web Service: ObligeeService Web Method: GetLastDisbursement Description: Inquiry on obligee last disbursement Method Signature int GetLastDisbursement(string fsr, out DateTime date, out float amount, out char method, out string checknumber); Web Method: GetLastTwoDisbursements Description: Inquiry on obligee last two disbursements and obligation. Method Signature int GetLastTwoDisbursements(string fsr, out DateTime date1, out float amount1, out char method1, out string checknumber1, out DateTime date2, out float amount2, out char method2, out string checknumber2, out float mso, out float amountdue); Web Method: GetMonthlyNotice Description: Inquiry on IVD oblige monthly notice of collections Method Signature int GetMonthlyNotice(string fsr, out int month, out int year, out float taxintercepts, out float othercollections, out float backpubassistance, out float familynolongerpa, out float fostercareexpended, out float fostercarearrears, 20 of 63 Confidential and Proprietary 03/14

21 Colorado FSR Transition IVR DESIGN DOCUMENT out float arrsassignedtostate, out float excesspaidtofamily, out float arrearspaidtofamily, out float nonpaprepay, out float returnedpayor); 03/14 Confidential and Proprietary 21 of 63

22 IVR DESIGN DOCUMENT Colorado FSR Transition 8.5 Web Service: ObligorService Web Method: GetCaseBalance Description: Inquiry on obligor balances Method Signature int GetCaseBalance(string fsr, out float balance, out float arrears); Web Method: GetLastPayment Description: Inquiry on obligor last payment Method Signature int GetLastPayment(string fsr, out DateTime date, out float amount); Web Method: GetLastTwoPayments Description: Inquiry on obligor last two payments Method Signature int GetLastTwoPayments(string fsr, out DateTime date1, out float amount1, out DateTime date2, out float amount2); Web Method: GetMonthlyObligation Description: Inquiry on obligor monthly obligations Method Signature int GetMonthlyObligation(string fsr, out float mso, out float mad, out float mpd); 22 of 63 Confidential and Proprietary 03/14

23 Colorado FSR Transition IVR DESIGN DOCUMENT 8.6 Web Service: PayByPhoneService Web Method: ChangePin Description: Request to change PIN transaction Method Signature int ChangePin(string fsr, string oldpin, string newpin, out char pinver, out char awver); Web Method: SchedulePayment Description: Request to initiate pay-by-phone transaction Method Signature int SchedulePayment(string fsr, string pin, DateTime date, float amount, out string confirmationnumber); Web Method: ValidatePin Description: Request to validate PIN number Method Signature int ValidatePin(string fsr, string pin, out char pinver, out char awver, out DateTime daterangestart, out DateTime daterangeend); Web Method: ConfirmPayment Description: Confirm pay-by-phone transaction Method Signature int ConfirmPayment(string confirmationnumber); 03/14 Confidential and Proprietary 23 of 63

24 IVR DESIGN DOCUMENT Colorado FSR Transition 8.7 Web Service: UtilityService Web Method: GetErrorDescription Description: Returns description for IVR API error status code Method Signature string GetErrorDescription(int errorcode); Web Method: GetOfficeHours Description: Retrieves office hours for the given county Method Signature int GetOfficeHours(string countycode, out string open, out string close, out string phonenumber); Web Method: IsAcsesAvailable Description: Heartbeat function that tests for connectivity to ACSES Method Signature int IsAcsesAvailable(out bool available); 24 of 63 Confidential and Proprietary 03/14

25 Colorado FSR Transition IVR DESIGN DOCUMENT 9.0 Reports The following reports will be produced by IPCC Express for the FSR: Application Summary Analysis CSQ Activity Report Custom ASR Variable Report CSQ Call Distribution Summary A sample of each report appears on the following pages along with a description of the information found on each one. 03/14 Confidential and Proprietary 25 of 63

26 IVR DESIGN DOCUMENT Colorado FSR Transition 9.1 Application Performance Analysis The Application Performance Analysis (see Figure 3) depicts the total number of IVR calls and the average duration of the calls. 26 of 63 Confidential and Proprietary 03/14

27 Colorado FSR Transition IVR DESIGN DOCUMENT Figure 3: Application Performance Analysis 03/14 Confidential and Proprietary 27 of 63

28 IVR DESIGN DOCUMENT Colorado FSR Transition 9.2 CSQ Activity Report The CSQ Activity Report (see Figure 4) depicts the following information: Calls Presented to Customer Service Calls Answered Average Handle TimeAverage Speed of Answer Calls Abandoned Average Time to Abandon Figure 4: CSQ Activity Report 28 of 63 Confidential and Proprietary 03/14

29 Colorado FSR Transition IVR DESIGN DOCUMENT 9.3 IVR Statistics Report The IVR Statistics Report (see Figure 5) summarizes the number of times callers used specific sections of the IVR. Figure 5: IVR Statistics Report 03/14 Confidential and Proprietary 29 of 63

30 IVR DESIGN DOCUMENT Colorado FSR Transition 9.4 CSQ Call Distribution Summary The CSQ Call Distribution Summary (see Figure 6) depicts the number of calls handled within specific time intervals. Figure 6: CSQ Call Distribution Summary 30 of 63 Confidential and Proprietary 03/14

31 Colorado FSR Transition IVR DESIGN DOCUMENT Appendix A: Call Flow Diagrams This appendix includes the call flow diagrams for the IVR system. A summary of the diagrams appears in the following table. The individual script lines to be played are indicated in the call flow diagrams by the voice prompt index 100 symbol. Each of these symbols contains a script number. The script number represents the English and Spanish script line to be played. The call flow is identical for both the English and Spanish scripts. Numbering and identifying each English and Spanish script line allows changes to be made easily without extensive reprogramming. The words heard on the IVR system can be changed without bringing the system offline. Page # Summary 1 Cover Page 2 Main Menus: options include Spanish and deaf. Sub-menu options: case specific information, general child support information, employer information, agency outside the state, retrieve a message, other information, and office information. 3 Case Specific Information: User enters their FSR account number and it is validated. Obligor, obligee, IV-D, and Non IV-D status is identified through FSR account number validation. 4 Obligor and IV-D Options: Caller is presented with the following options: last payment received, last two payments, balances, monthly obligation, information on making payments, and pay by phone. 5 Caller is presented with the following payment options: make a payment using pay by phone, establish a recurring automatic withdrawal, make payments by check or money order, information on coupons, and general information on child support and their local child support office. The page begins the process for the first option: make a payment using pay by phone. Caller enters PIN and it is validated. Caller may also change PIN or transfer to customer service to request an authorization form. 6 Continued from page 5: Caller enters the amount they would like to pay. Caller then enters the date they would like the funds withdrawn from their account. 7 Caller chooses to establish a recurring automatic withdrawal. Caller hears information and is transferred to SMI Customer Service CSQ to set up an automatic withdrawal. 8 Caller chooses make payments by check or money order. Caller hears recorded information about paying by check and can transfer to a CSQ or return to the main menu. 9 Caller chooses option for information on coupons. Caller hears recorded message about receiving coupons, requesting coupons, transferring to a CSR or 03/14 Confidential and Proprietary 31 of 63

32 IVR DESIGN DOCUMENT Colorado FSR Transition Page # Summary returning to the main menu. 10 Obligee and IV-D options: last payment sent, last two payments sent and monthly obligation, monthly notice of collections, stop payment procedures or check copy requests, information on direct deposit, and information about the office hours and a phone number for a specific child support office. Further detail for option 1, last payment sent. Recorded message is played with date of last payment, amount, and check number. 11 Caller chooses option 2 for last two payments sent and monthly obligations. Callers hears recorded message of last two payment amounts, date sent, and check numbers. Caller then hears monthly obligation information. 12 Caller chooses option 3 for monthly notice of collections. Caller hears all relevant information regarding their FSR account number monthly notice of collections. 13 Caller chooses option 4 for stop payments or check copy requests. Caller hears recorded information regarding the stop payment procedure. 14 Caller chooses option 5 for information on direct deposit. Caller hears recorded information regarding direct deposit options and process. 15 Caller chooses option 6 (from page 10) or caller chooses option 5 (from page 5), for information about office hours and phone numbers. Caller can enter the first four letters of the office county name to hear recorded information about the office. 16 Obligor and non-iv-d options: last payment received, last two payments, and information on making payments. Caller hears information regarding last one or two payments including check amount, date sent, and check number. Option 3, how to make payments or pay by phone goes to page Obligee and non-iv-d options: last payment sent, last two payments sent and monthly obligation, information on direct deposit, information about the office hours and a phone number for a specific child support office, and stop payment procedures or check copy requests. Options 1 and 2 provide information on last one or two payments including check amount, date sent, and check number. Option 3, information on direct deposit, goes to page 14. Option 4, information about the office hours and a phone number for a specific child support office, goes to page 15. Option 5, stop payment procedures or check copy requests, goes to page Outlines treatment for SMI Customer Service CSQ and SMI EFT CSQ. 19 Shows treatment to transfer to external queue. 20 Options for general information: overview information on child support, and information about the office hours and a phone number for a specific child support office. Option 1 provides caller with options such as: establishing paternity, locating an 32 of 63 Confidential and Proprietary 03/14

33 Colorado FSR Transition IVR DESIGN DOCUMENT Page # Summary absent parent, obtaining a court order, enforcing a court order, applying for child support services, changing a court order, and the office hours and a phone number for a specific child support office. 21 Option 3 from page 2 leads to options for employer information: employer payment options, payment mailing instructions, payment processing information, new hire processing, retrieve messages, and Colorado State Directory of New Hires. 22 Payment processing options include: information on lost payments, redirect notices, income withholding, coupons, terminated employees, and recorded messages for each option. 23 New hire processing options include: information on new hires reporting requirements and guidelines, what data to report, reporting time frames, ways to report new hire data, and where to send their new hire data. Recorded messages play after each option selected. 24 Option 4 from page 2 leads to options for agencies outside the state. Options include: calling from a state child support agency outside the State of Colorado and need assistance identifying a payment received from this office, locating a payment sent to this office, receiving the State of Colorado Family Support Registry Federal Employer Identification Number, and information on sending or receiving child support payments electronically or by check. 25 State representative can leave messages for obligors and obligees to call in and listen to. These messages can be saved for a set number of days or deleted. 26 Callers are randomly selected to participate in a survey to measure customer satisfaction. 27 Obligors and obligees can record messages for employersto call in and listen to. These messages can be saved for a set number of days or deleted. 03/14 Confidential and Proprietary 33 of 63

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