March 2, 2000

IVR3­\_v18.doc

**CENSUS 2000 IVR** **(English & Spanish)**

**PHASE III (April 8 - July7, 2000)**

**Cut for NRFU thru NRFU Production**

Programming Note: 1) Within any given menu, system should recognize
input of any touch-tone (TT) option at any point or voice recognition
(VR) option at any prompt (TONE). Wherever it is specified no response
or no valid entry allow 5 seconds before timing out.

> 2\) Cases selected for customer satisfaction survey (CS) should hear
> CS intro before top menu. CUSTSAT variable should be set to 1 for each
> selected case. All callers with CUSTSAT=1 should be sent to CSintro2
> at point in IVR when \* key is entered or automatically once they have
> heard the "after hours" message or the "safety net" message.

OUTPUT REQUIREMENT: A) Create each of the following variables and
initialize INTE type to 0 at the start of each call. Intialize CHAR type
with blanks. Right justify all variables and pad with zeros.

[Variable]{.underline} [Type]{.underline} [Variable]{.underline}
[Type]{.underline}

> GENINFO INTE GENR INTE

FAQ INTE RACE INTE

FAQR INTE RACER INTE

TOP INTE INCOME INTE

TOPR INTE INCR INTE

TYPE INTE HAVEFRM INTE

> CENTERHR INTE

TRANSFER INTE THRESHLD INTE

HOLD INTE

INET INTE INETR INTE

JOBS INTE JOBSR INTE

SUBMENR INTE AWTIME CHAR

JUSTIN1 INTE JUSTIN1R INTE

JUSTIN2 INTE JUSTIN2R INTE

JIC1 CHAR JIC2 CHAR

HANGUP INTE JIC3 CHAR

JUSTIN3 INTE JIC4 CHAR

JUSTIN4 INTE JIC5 CHAR

JUSTIN5 INTE JUSTIN3R INTE

JUSTIN4R INTE JUSTIN5R INTE

ADDHELP INTE TRANSCS INTE

CHANGE INTE CHANGER INTE

RESRULE INTE RESRULER INTE

DATE INTE DATER INTE

B\) Create each of the following system variables and set them
accordingly

CASEID CHAR Unique ID assigned by GEOTEL and included here

> IVRID: CHAR Assign unique identification number to call at IVR
>
> CUSTSAT INTE Set variable indicating whether caller was selected for
> customer satisfaction survey

0 = not selected

1 = selected

SCRIPTID CHAR Test ID number, captured by the IVR. For testing purposes
only.

STTIME CHAR Time when call is picked up by IVR - military time (EST),
For use only when GeoTel is down Will be set by IVR, rather than GeoTel

> ENDTIME CHAR Time when caller hung up in IVR, military time (EST), For
> use only when GeoTel is down, will be set by IVR, rather than GeoTel
>
> TRANTIME CHAR Set only when GeoTel is unavailable. Time stamp set when
> must transfer to default 800 number. Set when begin transfer (EST,
> military time)

######## Test Script Number

######### Programming Note: This menu option is only available for the testing period prior to production, between 7/15/99 -- 2/28/00

Please enter the six digit test script number now.

**OUTPUT REQUIREMENT**: Capture ScriptID

**Greeting**

Thank you for calling the Census 2000 Help Line. We appreciate your
interest and participation. If you have Internet access, you can also
find help anytime at www.2000.census.gov. Census forms have been
delivered. The information requested on the census form must be as of
Census Day, April 1, 2000. If we have not received your completed form,
you may be visited by a census taker to complete a Census form. We
apologize if we contact you again after you have responded.

*TopMenuC=1*

*If CUSTSAT=1 and TT then go to CSintro1*

*If CUSTSAT=1 and VR then go to Voice Recognition Menu*

*Else go to Top Menu*

**CSintro1**

Before you hang-up at any time in the call, please press the \# key to
complete the transaction.

*Go to Top Menu*

*Programming Note: If CUSTSAT=1 and the caller has indicated that he/she
wants to end the call by saying "yes" or pressing \* from any point in
the IVR, or caller is at a disconnect point, then go to CSintro 2.*

**CSintro2**

Your feedback is important to us, please take a few moments to answer
our customer satisfaction survey.

##### Transfer to CS survey

OUTPUT REQUIREMENTS: Set variable TRANSCS=1

**Top Menu**

If you have not received your form, press 1 now.

For answers to frequently asked questions about completing your Census
form, press 2 now.

If you are having trouble connecting to our Internet site, press 3 now.

If you\'re interested in a job with Census 2000, press 4 now.

If you want other general information on Census 2000 and its purpose,
press 5 now.

Press 8 to repeat this menu.

If TopMenuC=1 then play: For additional help, press 0 now.

If TopMenuC\>1 the play: For help from a census representative, press 0
now.

*If custsat=1 then play:* To end this call, press \* now.

*Increment TopMenuC by 1*

*If 1 goto Help with form*

*If 2, goto FAQs*

*If 3, goto Internet*

*If 4, goto Jobs*

*If 5, goto General Info*

*If 8, repeat Top Menu*

*If 0 & TopMenuC=1, goto Additional Help*

*If 0 & TopMenuC\>1, goto Help With Form*

###### If no response or no valid response, goto Invalid

*If 2nd invalid, goto Final Invalid*

# If \* goto CSintro2

OUTPUT REQUIREMENT: 1) If caller selects (1) then set TRANSFER=5

2\) If select (2) then increment FAQ counter

> 3\) If caller selects (3) then increment INET by one.

4\) If caller selects (4) then increment JOBS by one

5\) If select (5) then increment GENINFO counter by one

6\) If caller selects (0) and TopMenuC\>1 then TRANSFER=1

> 7\) If caller selects (8) then increment TOPR counter by one

8\) If Final invalid then set TRANSFER=10

9\) Set TYPE=0 (touch tone)

####### Additional Help

In order to take more calls and save your tax dollars, we have provided
automated answers to the most common questions about the Census. Please
listen to the automated choices again.

OUTPUT REQUIREMENTS: Set variable ADDHELP=1

### Voice Recognition Message

You will be using our voice recognition system. Please listen carefully
to the menu, then clearly speak your response when you hear the tone at
the end of the menu choices.

**Voice Recognition Menu**

If you have not received your form, say 1.

For answers to frequently asked questions about completing your Census
form, say 2.

If you are having trouble connecting to our Internet site, say 3.

If you\'re interested in a job with the Census Bureau, say 4.

If you want other general information on Census 2000 and its purpose,
say 5.

To repeat this menu say 8.

For help from a census representative, say 0 (TONE).

*If custsat=1 then play:* To end this call, say yes. (TONE).

*If 1, goto help with form*

*If 2, goto FAQs-VR*

*If 3, goto Internet- VR*

*If 4, goto Jobs-VR*

*If 5, goto General Info-VR*

*If 8, repeat Voice Recognition Menu*

*If 0, goto Voice Recognition Menu*

#### If no response or no valid response, goto Invalid

*If 2nd invalid, goto Final Invalid*

## If \* goto CSintro2

OUTPUT REQUIREMENT: 1) If caller selects (1) then set TRANSFER=5

2\) If select (2) then increment FAQ counter

> 3\) If caller selects (3) then increment INET by one.

4\) If caller selects (4) then increment JOBS by one

5\) If select (5) then increment GENINFO counter by one

6\) If caller selects (0) then TRANSFER=1

> 7\) If caller selects (8) then increment TOPR counter by one

8\) If Final invalid then set TRANSFER=10

9\) Set TYPE=1 (voice recognition)

#### **Internet**

Please check to ensure that you have entered the URL correctly,
www.2000.census.gov, or try again later.

To repeat this information press 8 now.

To return to the previous menu press 9 now.

*If custsat=1 then play:* To end this call, press \* now.

*If 8, repeat Internet*

*If 9, goto Top Menu*

*If no valid response, goto Invalid*

*If 2^nd^ invalid, goto final Invalid*

## If \*, goto CSintro2

OUTPUT REQUIREMENTS: If caller selects (9) then increment TOP by one.

If caller selects (8) then increment INETR by one.

> IF final invalid then set TRANSFER=27

**Internet - VR**

Please check to ensure that you have entered the URL correctly,
www.2000.census.gov, or try again later.

To repeat this information say 8.

To return to the previous menu say 9 (TONE).

*If custsat=1 then play:* To end this call, say yes. (TONE)

# If 8, repeat Internet-VR

*If 9, goto Voice Recognition Menu.*

*If no valid response, goto Invalid*

*If 2^nd^ invalid, goto final Invalid*

*If \*, goto Csintro2*

OUTPUT REQUIREMENTS: If caller selects (9) then increment TOP by one.

If caller selects (8) then increment INETR by one.

IF final invalid then set TRANSFER=27

**Jobs**

Please call 1-888-325-7733 for Census 2000 job information.

To repeat this information, press 8 now.

To return to the previous menu, press 9 now.

*If custsat=1 then play:* To end this call, press \* now.

*If 8, repeat Jobs*

*If 9, goto Top Menu*

*If no valid response, goto Invalid*

*If 2^nd^ invalid, goto final Invalid*

*If \*, goto Csintro2*

OUTPUT REQUIREMENTS: If caller selects (9) then increment TOP by one.

If caller selects (8) then increment JOBSR by one.

IF final invalid then set TRANSFER=28

**Jobs -VR**

Please call 1-888-325-7733 for Census 2000 job information.

To repeat this information, say 8.

To return to the previous menu, say 9 (TONE)

*If custsat=1 then play:* To end this call, say yes. (TONE)

*If 8, repeat Jobs-VR*

*If 9, goto Voice Recognition Menu*

*If no valid response, goto Invalid*

*If 2^nd^ invalid, goto final Invalid*

## If \* goto, Csintro2

OUTPUT REQUIREMENTS: If caller selects (9) then increment TOP by one.

If caller selects (8) then increment JOBSR by one.

> IF final invalid then set TRANSFER=28

**General Info**

Your participation in the census is appreciated, important, and required
by law.

The information that you report on your census form should be as of
April 1, 2000\...CENSUS DAY. Census Day is a reference date for
collecting the information. It is NOT A DEADLINE for sending back your
form. However, if we have not received your completed form by April
12^th,^ you may be visited by a census taker to get your responses.
Please return your form as soon as possible.

Most households in the United States receive the short form containing
[7]{.underline} questions. However, 1 out of every 6 households receive
the long form which contains detailed population and housing questions.
No one outside the Census Bureau will see your form. Data are published
only as statistical summaries of groups of people in a way that no
individual can be identified. The U.S. Constitution requires that a
census be taken every 10 years to determine the number of
representatives each state will have in Congress. Other uses of census
statistics include planning for schools, community development, health
care, mass transportation and roads, and other services.

To hear more information about the census form, press 3 now.

To repeat this information, press 8 now.

To return to the previous menu, press 9 now.

*If custsat=1 then play:* To end this call, press \* now.

*If custsat not equal to 1 then play*: Thank you for calling and
participating in Census 2000!

*If 3, goto FAQs*

*If 8, repeat General Info*

*If 9, goto Top Menu*

*If no valid response, goto Invalid*

*If 2nd invalid, goto Final Invalid*

# If \* goto CSintro2

OUTPUT REQUIREMENT: 1) If caller selects (8) then increment GEN counter
by one

> 2\) If the caller selects (9) then increment TOP counter by one

3\) If the caller selects (3) then increment FAQ counter by one

> 4\) If final invalid, set TRANSFER=12

**General Info-VR**

Your participation in the census is appreciated, important, and required
by law.

The information that you report on your census form should be as of
April 1, 2000\...CENSUS DAY. Census Day is a reference date for
collecting the information. It is NOT A DEADLINE for sending back your
form. However, if we have not received your completed form by April
12^th^, you may be visited by a census taker to get your responses.
Please return your form as soon as possible.

Most households in the United States receive the short form containing
[7]{.underline} questions. However, 1 out of every 6 households receive
the long form which contains detailed population and housing questions.
No one outside the Census Bureau will see your form. Data are published
only as statistical summaries of groups of people in a way that no
individual can be identified. The U.S. Constitution requires that a
census be taken every 10 years to determine the number of
representatives each state will have in Congress. Other uses of census
statistics include planning for schools, community development, health
care, mass transportation and roads, and other services.

To hear more information about the census form, say 3.

To repeat this information, say 8.

To return to the previous menu, say 9.

*If custsat=1 then play:* To end this call, say yes. (TONE)

*If custsat not equal to 1 then play*: Thank you for calling and
participating in Census 2000!

*If 3*, goto FAQs-VR

*If 8, repeat General Info-VR*

*If 9, goto Voice Recognition Menu*

*If no valid response, goto Invalid*

*If 2nd invalid, goto Final Invalid*

# If \* goto CSintro2

OUTPUT REQUIREMENT: 1) If caller selects (8) then increment GEN counter
by one

> 2\) If the caller selects (9) then increment TOP counter by one

3\) If the caller selects (3) then increment FAQ counter by one

> 4\) If final invalid, set TRANSFER=12

**FAQs Menu**

If you have a question about how to change an answer on your census
form, press 1 now.

If you have a question about the April 1 reference date on the form,
press 2 now.

If you have a question about who to include on your census form, press 3
now.

If you have a question about the meaning of the race or Hispanic origin
items, press 4 now.

If you have questions about why we ask the income items, press 5 now.

If you have any other questions about completing your census form, press
6 now.

To repeat this information, press 8 now.

To return to the main menu, press 9 now.

*If custsat=1 then play:* To end this call, press \* now.

*If custsat not equal to 1 then play*: Thank you for calling and
participating in Census 2000!

*If 1, goto Change Answer*

*If 2, goto Reference Date*

*If 3, goto Residence Rules*

*If 4, goto Race and Hispanic*

*If 5, goto Income*

*If 6, goto Help with Form*

*If 8, repeat FAQs Menu*

*If 9, goto Top Menu*

*If no valid response, goto Invalid*

*If 2nd invalid, goto Final Invalid*

# If \* goto CSintro2

OUTPUT REQUIREMENT: 1) If caller selects (8) then increment FAQ by one

> 2\) If caller selects (3) then increment RESRULE by one

3\) If caller selects (4) then increment RACE counter by one

> 4\) If caller selects (5) then increment INCOME counter by one
>
> 5\) If the caller selects (9) then increment TOP counter by one

6\) If caller selects (1) then increment CHANGE by one

7\) If caller selects (2) then increment DATE by one

> 8\) If caller selects (6) then set TRANSFER=4
>
> 9\) If final invalid, then set TRANSFER=13

**FAQs Menu-VR**

If you have a question about how to change an answer on your census
form, say 1.

If you have a question about the April 1 reference date on the form, say
2.

If you have a question about who to include on your census form, say 3.

If you have a question about the meaning of the race or Hispanic origin
items, say 4.

If you have questions about why we ask the income items, say 5.

If you have questions about any other items, say 6.

To repeat this information, say 8.

To return to the main menu, say 9. (TONE)

*If custsat=1 then play:* To end this call, say yes. (TONE)

*If 1, goto Change Answer-VR*

*If 2, goto Reference Date-VR*

*If 3, goto Residence Rules-VR*

*If 4, goto Race and Hispanic-VR*

*If 5, goto Income-VR*

*If 6, goto Help with Form*

*If 8, repeat FAQs Menu-VR*

*If 9, goto Voice Recognition Menu*

*If no valid response, goto Invalid*

*If 2nd invalid, goto Final Invalid*

# If \* goto CSintro

OUTPUT REQUIREMENT: 1) If caller selects (8) then increment FAQ by one

> 2\) If caller selects (3) then increment RESRULE by one

3\) If caller selects (4) then increment RACE counter by one

> 4\) If caller selects (5) then increment INCOME counter by one
>
> 5\) If the caller selects (9) then increment TOP counter by one

6\) If caller selects (1) then increment CHANGE by one

7\) If caller selects (2) then increment DATE by one

> 8\) If caller selects (0) then set TRANSFER=4
>
> 9\) If final invalid, then set TRANSFER=13

**Race and Hispanic**

The concept of race reflects self-identification; it does not indicate
any clear-cut scientific definition which is biological or genetic in
reference. The data for race represent self-classification by people
according to the race or races with which they most closely identify.

Persons of Spanish, Hispanic, or Latino origin or descent are those who
classify

themselves in one of the specific Hispanic origin categories listed in
the question\--for

example, Mexican, Puerto Rican, or Cuban\--as well as those who
indicated that they were

of other Spanish, Hispanic, or Latino origin. Persons reporting "Other
Spanish, Hispanic,

Latino" are those who origins are from other Spanish-speaking countries
of the

Caribbean, Central or South America, or from Spain, or persons
identifying themselves

generally as Spanish, Spanish-American, Hispano, Hispanic, Latino, and
so on.

To hear more information about the census form, press 7 now.

To repeat this information, press 8 now.

To return to the previous menu, press 9 now.

*If custsat=1 then play:* To end this call, press \* now.

*If custsat not equal to 1 then play*: Thank you for calling and
participating in Census 2000!

*If 7, goto Income*

*If 8, repeat Race and Hispanic*

*If 9, gotoFAQs Menu*

*If no valid response, goto Invalid*

*If 2nd invalid, goto Final Invalid*

# If \* goto CSintro2

OUTPUT REQUIREMENT: 1) If the caller selects (9) at this menu, increment
FAQ counter by one.

> 2\) If final invalid, then set TRANSFER=15
>
> 3\) If caller selects (8) then increment RACE counter by one
>
> 4\) If caller selects (7) then increment INCOME counter by one

**Race and Hispanic-VR**

The concept of race reflects self-identification; it does not indicate
any clear-cut scientific definition which is biological or genetic in
reference. The data for race represent self-classification by people
according to the race or races with which they most closely identify.

Persons of Spanish, Hispanic, or Latino origin or descent are those who
classify

themselves in one of the specific Hispanic origin categories listed in
the question\--for

example, Mexican, Puerto Rican, or Cuban\--as well as those who
indicated that they were

of other Spanish, Hispanic, or Latino origin. Persons reporting "Other
Spanish, Hispanic,

Latino" are those who origins are from other Spanish-speaking countries
of the

Caribbean, Central or South America, or from Spain, or persons
identifying themselves

generally as Spanish, Spanish-American, Hispano, Hispanic, Latino, and
so on.

To hear more information about the census form, say 7.

To repeat this information, say 8.

To return to the previous menu, say 9. (TONE)

*If custsat=1 then play:* To end this call, say yes. (TONE)

*If custsat not equal to 1 then play*: Thank you for calling and
participating in Census 2000!

*If 7, goto Income-VR*

*If 8, repeat Race and Hispanic-VR*

*If 9, goto FAQs Menu-VR*

*If no valid response, goto Invalid*

*If 2nd invalid, goto Final Invalid*

# If \* goto CSintro2

OUTPUT REQUIREMENT: 1) If the caller selects (9) at this menu, increment
FAQ counter by one.

> 2\) If final invalid, then set TRANSFER=15
>
> 3\) If caller selects (8) then increment RACE counter by one
>
> 4\) If caller selects (7) then increment INCOME counter by one

### Income

The Census Bureau collects data on income, in part, so that other
Federal agencies can determine the need for the allocation of revenue
sharing funds to units of local government. For example, based on Census
Bureau data, local governments may use Federal funds for the maintenance
and operating expenses for public safety, public transportation, social
services for the poor and the elderly, health facilities, and libraries
as well as other programs.

The Census Bureau cannot use income data from other administrative
sources such as the IRS and tax returns for these purposes because tax
returns are inadequate to meet all statistical needs. Not all people
file returns and not all types of income are taxable. Also, tax returns
do not show all items needed to study the social and economic status of
the American people such as age, family relationship, and education.

Census employees are sworn to keep your answers confidential under
penalties of imprisonment and files for disclosure. The Census Bureau
will not disclose personal information to anyone including Federal,
State, or local law enforcement or regulatory agencies. Data are
published only as statistical summaries of groups of people and only in
a way that no individual can be identified.

To repeat this information, press 8 now.

To return to the previous menu, press 9 now.

*If custsat=1 then play:* To end this call, press \* now.

*If custsat not equal to 1 then play*: Thank you for calling and
participating in Census 2000!

*If 8, repeat Income*

*If 9, goto FAQs Menu*

*If no valid response, goto Invalid*

*If 2nd invalid, goto Final Invalid*

# If \* goto CSintro2

OUTPUT REQUIREMENT: 1) If the caller selects (9) at this menu, increment
FAQ counter by one.

> 2\) If final invalid, then set TRANSFER=16
>
> 3\) If caller selects (8) then increment INC counter by one

**Income-VR**

The Census Bureau collects data on income, in part, so that other
Federal agencies can determine the need for the allocation of revenue
sharing funds to units of local government. For example, based on Census
Bureau data, local governments may use Federal funds for the maintenance
and operating expenses for public safety, public transportation, social
services for the poor and the elderly, health facilities, and libraries
as well as other programs.

The Census Bureau cannot use income data from other administrative
sources such as the IRS and tax returns for these purposes because tax
returns are inadequate to meet all statistical needs. Not all people
file returns and not all types of income are taxable. Also, tax returns
do not show all items needed to study the social and economic status of
the American people such as age, family relationship, and education.

Census employees are sworn to keep your answers confidential under
penalties of imprisonment and files for disclosure. The Census Bureau
will not disclose personal information to anyone including Federal,
State, or local law enforcement or regulatory agencies. Data are
published only as statistical summaries of groups of people and only in
a way that no individual can be identified.

To repeat this information, say 8.

To return to the previous menu, say 9. (TONE)

*If custsat=1 then play:* To end this call, say yes. (TONE)

*If custsat not equal to 1 then play*: Thank you for calling and
participating in Census 2000!

*If 8, repeat Income-VR*

*If 9, goto FAQs Menu-VR*

*If no valid response, goto Invalid*

*If 2nd invalid, goto Final Invalid*

*If \* goto CSintro2*

OUTPUT REQUIREMENT: 1) If the caller selects (9) at this menu, increment
FAQ counter by one.

> 2\) If final invalid, then set TRANSFER=16
>
> 3\) If caller selects (8) then increment INC counter by one

Change Answer

If you would like to change a written answer on your form, carefully
draw ONE line through the incorrect entry and write the correct
information as close as possible to the entry you lined through. This
way the person who reviews it will know what you intended.

If you would like to change an answer in a box, just draw ONE line
through the incorrect box, and mark the correct box for the question.

To repeat this information, press 8 now.

To return to the previous menu, press 9 now.

*If custsat=1 then play*: To end this call, press \* now.

*If custsat not equal to 1 then play*: Thank you for calling and
participating in Census 2000!

*If 8, repeat Change Answer*

*If 9, goto FAQs Menu*

*If no valid response, goto Invalid*

*If 2nd invalid, goto Final Invalid*

*If \* goto CSintro2*

OUTPUT REQUIREMENT: 1) If caller selects (8) then increment CHANGER by
one

> 2\) If caller selects (9) then increment TOP counter by one
>
> 3\) If final invalid, then set TRANSFER=35

Change Answer-VR

If you would like to change a written answer on your form, carefully
draw ONE line through the incorrect entry and write the correct
information as close as possible to the entry you lined through. This
way the person who reviews it will know what you intended.

If you would like to change an answer in a box, just draw ONE line
through the incorrect box, and mark the correct box for the question.

To repeat this information, say 8.

To return to the previous menu, say 9. (TONE)

*If custsat=1 then play*: To end this call, say yes. (TONE)

*If custsat not equal to 1 then play*: Thank you for calling and
participating in Census 2000!

*If 8, repeat Change Answer-VR*

*If 9, goto FAQs Menu*

*If no valid response, goto Invalid*

*If 2nd invalid, goto Final Invalid*

*If \* goto CSintro2*

OUTPUT REQUIREMENT: 1) If caller selects (8) then increment CHANGER by
one

> 2\) If caller selects (9) then increment FAQ counter by one
>
> 3\) If final invalid, then set TRANSFER=35

# **Reference Date**

April 1, 2000 is a reference date for collecting the information on the
census form. All the information that you report on your form should be
as of April 1, 2000. You DO NOT have to wait until April 1 to complete
and return your form.

If your housing unit will be vacant on April 1, 2000 or if your whole
household will be moving out before April 1rst, a census worker will
visit the address to collect the census information. The Census Bureau
has procedures in place to make sure you will be counted at the place
you will be living or staying on April 1rst.

April 1, is NOT a deadline for sending back your form. However, if we
have not received and processed your completed form by April 12^th^, you
may be visited by a census worker to get your responses.

Please return your form as soon as possible.

To repeat this information, press 8 now.

To return to the previous menu, press 9 now.

*If custsat=1 then play*: To end this call, press \* now.

*If custsat not equal to 1 then play*: Thank you for calling and
participating in Census 2000!

*If 8, repeat Reference Date*

*If 9, goto FAQs Menu*

*If no valid response, goto Invalid*

*If 2nd invalid, goto Final Invalid*

*If \* goto CSintro2*

OUTPUT REQUIREMENT: 1) If caller selects (8) then increment DATER by one

> 2\) If caller selects (9) then increment FAQ counter by one
>
> 3\) If final invalid, then set TRANSFER=36

# **Reference Date-VR**

April 1, 2000 is a reference date for collecting the information on the
census form. All the information that you report on your form should be
as of April 1, 2000. You DO NOT have to wait until April 1 to complete
and return your form.

If your housing unit will be vacant on April 1, 2000 or if your whole
household will be moving out before April 1rst, a census worker will
visit the address to collect the census information. The Census Bureau
has procedures in place to make sure you will be counted at the place
you will be living or staying on April 1rst.

April 1, is NOT a deadline for sending back your form. However, if we
have not received and processed your completed form by April 12^th^, you
may be visited by a census worker to get your responses.

Please return your form as soon as possible.

To repeat this information, say 8.

To return to the previous menu, say 9. (TONE)

*If custsat=1 then play*: To end this call, say yes. (TONE)

*If custsat not equal to 1 then play*: Thank you for calling and
participating in Census 2000!

*If 8, repeat Reference Date-VR*

*If 9, goto FAQs Menu-VR*

*If no valid response, goto Invalid*

*If 2nd invalid, goto Final Invalid*

*If \* goto CSintro2*

OUTPUT REQUIREMENT: 1) If caller selects (8) then increment DATER by one

> 2\) If caller selects (9) then increment FAQ counter by one
>
> 3\) If final invalid, then set TRANSFER=36

# **Residence Rules**

You should include all the people who were living or staying in your
house, apartment or mobile home on April 1, 2000 and who have no other
permanent place to stay. This includes foster children, roomers or
housemates, as well as people living there most of the time while
working, even if they have another place to live.

You should [not]{.underline} include people who live or stay at another
place most of the time. For example, you should not include college
students living away while attending college, people in correctional
facilities or nursing homes, or Armed Forces personnel living elsewhere.

To repeat this information, press 8 now.

To return to the previous menu, press 9 now.

*If custsat=1 then play*: To end this call, press \* now.

*If custsat not equal to 1 then play*: Thank you for calling and
participating in Census 2000!

*If 8, repeat Residence Rules*

*If 9, goto FAQs Menu*

*If no valid response, goto Invalid*

*If 2nd invalid, goto Final Invalid*

*If \* goto CSintro2*

## 

OUTPUT REQUIREMENT: 1) If caller selects (8) then increment RESRULER by
one

> 2\) If caller selects (9) then increment FAQ counter by one
>
> 3\) If final invalid, then set TRANSFER=37

# **Residence Rules-VR**

You should include all the people who were living or staying in your
house, apartment or mobile home on April 1, 2000 and who have no other
permanent place to stay. This includes foster children, roomers or
housemates, as well as people living there most of the time while
working, even if they have another place to live.

You should [not]{.underline} include people who live or stay at another
place most of the time. For example, you should not include college
students living away while attending college, people in correctional
facilities or nursing homes, or Armed Forces personnel living elsewhere.

To repeat this information, say 8.

To return to the previous menu, say 9. (TONE)

*If custsat=1 then play*: To end this call, say yes. (TONE)

*If custsat not equal to 1 then play*: Thank you for calling and
participating in Census 2000!

*If 8, repeat Residence Rules-VR*

*If 9, goto FAQs Menu-VR*

*If no valid response, goto Invalid*

*If 2nd invalid, goto Final Invalid*

*If \* goto CSintro2*

OUTPUT REQUIREMENT: 1) If caller selects (8) then increment RESRULER by
one

> 2\) If caller selects (9) then increment FAQ counter by one
>
> 3\) If final invalid, then set TRANSFER=37

**Help With Form**

**(replaces Form Sub-Menu)**

We are transferring you to a representative to help answer your
question.

The Census Bureau policy is that you or someone in your household is the
best person to complete the census form. The representative will provide
you with all the information the Census Bureau has available to help you
decide how to answer. The representative cannot tell you the answer to a
question on your census form.

## Go to Transfer Message 1

**Transfer Message 1**

After getting help from a representative*,* if you return your completed
form by mail, it will reduce our costs and help us save your tax
dollars.

#### Goto Time Check

### Time Check

*(GeoTel sets time zone priority for caller. GeoTel will give priority*

*to callers within 8am-9pm in their timezone, but will be put in queue*

*at any open call center if outside of their time zone)*

*If hours not between 2:00 AM and 6:00 AM central time, then goto
Transfer Message 2*

*If hours between 2:00 AM and 6:00 AM central time, goto After Hours*

OUTPUT REQUIREMENT: 1) If hours between 2:00 AM and 6:00 AM central time
then set CENTERHR=1

2\) If call outside of 2:00AM and 6:00 AM central time then set
CENTERHR=2

**After Hours**

We\'re sorry, we are closed at this time. Please call back during our
hours of operation,

8 am to 9 pm, 7 days a week.

#### Disconnect

### Transfer Message 2

Please hold while we transfer your call.

*Check expected wait time.*

*If \< 60 seconds (threshold 1), goto Call Center;*

*If \>= 60 seconds and \< 120 seconds, goto Safety Net1 for TT & Safety
Net1 - VR for VR;*

*If \>= 120 seconds and \< 180 seconds, goto Safety Net2 for TT & Safety
Net2 - VR for VR;*

*If \>= 180 seconds and \< 240 seconds, goto Safety Net3 for TT & Safety
Net3 - VR for VR;*

*If \>= 240 seconds and \< 300 seconds, goto Safety Net4 for TT & Safety
Net4 - VR for VR;*

*If \>= 300 seconds, goto No Line Available.*

OUTPUT REQUIREMENT: 1) If wait time \< 60 seconds then THRESHLD=0

2\) If wait time \>= 60 seconds and \< 120 seconds then THRESHLD=1

> 3\) If wait time \>= 120 seconds and \< 180 seconds then THRESHLD=2
>
> 4\) If wait time \>= 180 seconds and \< 240 seconds then THRESHLD=3
>
> 5\) If wait time \>= 240 seconds and \< 300 seconds then THRESHLD=4
>
> 6\) If wait time \>= 300 seconds then THRESHLD=5

**Invalid**

Sorry, I did not understand your last entry. Please try again.

#### Replay originating menu

### 

### Final Invalid

Sorry, we\'re having trouble handling your call. Please hold while we
transfer your call.

*Goto Transfer Message 1*

### No Line Available Message

Sorry, we are experiencing a very high volume of calls at the moment. In
an effort to reduce your waiting time, may we suggest you call back at a
later time.

*Disconnect - put ANI in priority queuing database*

**Safety Net Message1**

We are experiencing a high volume of calls at the moment. We estimate
the wait time to talk to a representative will be between 1 and 2
minutes. If you would like to hold on the line, please press 1,

*If custsat not equal to 1 then play*: otherwise press 2. Thank you for
your patience.

*If custsat=1 then play:* or to end this press \* now. Thank you for
your patience.

*If 1, goto Call Center*

*If 2, goto No Line Available*

*If no valid response, replay Safety Net Message*

*If 2^nd^ invalid goto Call Center*

# If \* go to CSintro2 and put ANI in priority queuing database

# 

OUTPUT REQUIREMENT: 1) If caller selects (1) then HOLD=1

If caller selects (1) and hangs up before agent picks up then set
HANGUP=1

2\) If caller selects (2) then HOLD=2

3\) If caller hangs up before selecting (1) or (2) then HOLD=3

4\) Retain expected wait time in seconds \[AWTIME\]

5\) If 2^nd^ invalid then set TRANSFER=33

**Safety Net Message 1- VR**

We are experiencing a high volume of calls at the moment. We estimate
the wait time to talk to a representative will be between 1 and 2
minutes. If you would like to hold on the line, please say 1 after the
tone,

*If custsat not equal to 1 then play*: otherwise say 2. Thank you for
your patience.

*If custsat=1 then play:* or to end this call say yes. Thank you for
your patience.

*If 1, goto Call Center*

*If 2, goto No Line Available*

*If no valid response, replay Safety Net Message*

*If 2^nd^ invalid goto Call Center*

# If \* go to CSintro2 and put ANI in priority queuing database

# 

OUTPUT REQUIREMENT: 1) If caller selects (1) then HOLD=1

If caller selects (1) and hangs up before agent picks up then set
HANGUP=1

2\) If caller selects (2) then HOLD=2

3\) If caller hangs up before selecting (1) or (2) then HOLD=3

4\) Retain expected wait time in seconds \[AWTIME\]

5\) If 2^nd^ invalid then set TRANSFER=33

**Safety Net Message 2**

We are experiencing a high volume of calls at the moment. We estimate
the wait time to talk to a representative will be between 2 and 3
minutes. If you would like to hold on the line, please press 1,

*If custsat not equal to 1 then play*: otherwise press 2. Thank you for
your patience.

*If custsat=1 then play:* or to end this press \* now. Thank you for
your patience.

*If 1, goto Call Center*

*If 2, goto No Line Available*

*If no valid response, replay Safety Net Message*

*If 2^nd^ invalid goto Call Center*

# If \* go to CSintro2 and put ANI in priority queuing database

# 

OUTPUT REQUIREMENT: 1) If caller selects (1) then HOLD=1

If caller selects (1) and hangs up before agent picks up then set
HANGUP=1

2\) If caller selects (2) then HOLD=2

3\) If caller hangs up before selecting (1) or (2) then HOLD=3

4\) Retain expected wait time in seconds \[AWTIME\]

5\) If 2^nd^ invalid then set TRANSFER=33

**Safety Net Message 2- VR**

We are experiencing a high volume of calls at the moment. We estimate
the wait time to talk to a representative will be between 2 and 3
minutes. If you would like to hold on the line, please say 1 after the
tone,

*If custsat not equal to 1 then play*: otherwise say 2. Thank you for
your patience.

*If custsat=1 then play:* or to end this call say yes. Thank you for
your patience.

*If 1, goto Call Center*

*If 2, goto No Line Available*

*If no valid response, replay Safety Net Message*

*If 2^nd^ invalid goto Call Center*

# If \* go to CSintro2 and put ANI in priority queuing database

# 

OUTPUT REQUIREMENT: 1) If caller selects (1) then HOLD=1

If caller selects (1) and hangs up before agent picks up then set
HANGUP=1

2\) If caller selects (2) then HOLD=2

3\) If caller hangs up before selecting (1) or (2) then HOLD=3

4\) Retain expected wait time in seconds \[AWTIME\]

5\) If 2^nd^ invalid then set TRANSFER=33

**Safety Net Message 3**

We are experiencing a high volume of calls at the moment. We estimate
the wait time to talk to a representative will be between 3 and 4
minutes. If you would like to hold on the line, please press 1,

*If custsat not equal to 1 then play*: otherwise press 2. Thank you for
your patience.

*If custsat=1 then play:* or to end this press \* now. Thank you for
your patience.

*If 1, goto Call Center*

*If 2, goto No Line Available*

*If no valid response, replay Safety Net Message*

*If 2^nd^ invalid goto Call Center*

# If \* go to CSintro2 and put ANI in priority queuing database

# 

OUTPUT REQUIREMENT: 1) If caller selects (1) then HOLD=1

If caller selects (1) and hangs up before agent picks up then set
HANGUP=1

2\) If caller selects (2) then HOLD=2

3\) If caller hangs up before selecting (1) or (2) then HOLD=3

4\) Retain expected wait time in seconds \[AWTIME\]

5\) If 2^nd^ invalid then set TRANSFER=33

**Safety Net Message 3- VR**

We are experiencing a high volume of calls at the moment. We estimate
the wait time to talk to a representative will be between 3 and 4
minutes. If you would like to hold on the line, please say 1 after the
tone,

*If custsat not equal to 1 then play*: otherwise say 2. Thank you for
your patience.

*If custsat=1 then play:* or to end this call say yes. Thank you for
your patience.

*If 1, goto Call Center*

*If 2, goto No Line Available*

*If no valid response, replay Safety Net Message*

*If 2^nd^ invalid goto Call Center*

# If \* go to CSintro2 and put ANI in priority queuing database

# 

OUTPUT REQUIREMENT: 1) If caller selects (1) then HOLD=1

If caller selects (1) and hangs up before agent picks up then set
HANGUP=1

2\) If caller selects (2) then HOLD=2

3\) If caller hangs up before selecting (1) or (2) then HOLD=3

4\) Retain expected wait time in seconds \[AWTIME\]

5\) If 2^nd^ invalid then set TRANSFER=33

**Safety Net Message 4**

We are experiencing a high volume of calls at the moment. We estimate
the wait time to talk to a representative will be between 4 and 5
minutes. If you would like to hold on the line, please press 1,

*If custsat not equal to 1 then play*: otherwise press 2. Thank you for
your patience.

*If custsat=1 then play:* or to end this press \* now. Thank you for
your patience.

*If 1, goto Call Center*

*If 2, goto No Line Available*

*If no valid response, replay Safety Net Message*

*If 2^nd^ invalid goto Call Center*

# If \* go to CSintro2 and put ANI in priority queuing database

# 

OUTPUT REQUIREMENT: 1) If caller selects (1) then HOLD=1

If caller selects (1) and hangs up before agent picks up then set
HANGUP=1

2\) If caller selects (2) then HOLD=2

3\) If caller hangs up before selecting (1) or (2) then HOLD=3

4\) Retain expected wait time in seconds \[AWTIME\]

5\) If 2^nd^ invalid then set TRANSFER=33

**Safety Net Message 4- VR**

We are experiencing a high volume of calls at the moment. We estimate
the wait time to talk to a representative will be between 4 and 5
minutes. If you would like to hold on the line, please say 1 after the
tone,

*If custsat not equal to 1 then play*: otherwise say 2. Thank you for
your patience.

*If custsat=1 then play:* or to end this call say yes. Thank you for
your patience.

*If 1, goto Call Center*

*If 2, goto No Line Available*

*If no valid response, replay Safety Net Message*

*If 2^nd^ invalid goto Call Center*

# If \* go to CSintro2 and put ANI in priority queuing database

# 

OUTPUT REQUIREMENT: 1) If caller selects (1) then HOLD=1

If caller selects (1) and hangs up before agent picks up then set
HANGUP=1

2\) If caller selects (2) then HOLD=2

3\) If caller hangs up before selecting (1) or (2) then HOLD=3

4\) Retain expected wait time in seconds \[AWTIME\]

5\) If 2^nd^ invalid then set TRANSFER=33