Attachment 3 - Sample IVR Script.doc

Attachment 3 IVR Script for Missouri Dept. of Revenue Taxation Thank you for calling the Missouri Department of Revenue Interactive Payment Service. You may also pay Online by visiting our web site at www.dor.mo.gov. You may press star at any time to return to the previous step. To end your session, simply hang up. Please note, to utilize the E-check or Credit Card payment options to pay your tax bill you will be charged a convenience fee in addition to your tax obligation. The fee will be clearly defined prior to submitting a payment. Please have a pencil and paper ready to record the 8-digit transaction number on a successful payment.

1. (49) To start your department of revenue payment, please press 1 (GO TO 2) . To exit this system, press 2 or hang up (HANG UP).

a. (If digit is not 1 or 2). (7) You have entered an invalid response (GO TO 1)

2. For Personal Income Tax payment, please press 1 (GO TO 3). For Business Tax payment, please press 2. (GO TO 19).

i. (If digit is not 1 or 2). (7) You have entered an invalid response (GO TO 2)

3. (2) Please enter your ten digit telephone number, including the area code (NNNNNNNNNN)

i. (If phone number ten digits in length) (7) You have entered an invalid response (GO TO 3)

ii. (3) You have entered NNNNNNNNNN

iii. (4) If this is correct, please press 1 (GO TO 4). If this is incorrect, press 2 (GO TO 3).

4. (5) Please enter your nine-digit Social Security Number. (6) Or, press star to return to the previous step. (NNNNNNNNN)

i. (If SSN is less than nine digits in length) (7) You have entered an invalid response (GO TO 4.c.i.)

ii. (3) You have entered NNNNNNNNN

iii. (4) If this is correct, please press 1 (GO TO 4.d.). If this is incorrect, press 2.

iv. (8) Please reenter your nine digit Social Security Number (NNNNNNNNN) (GO TO 4.a.)

v. (If SSN is not found in flat file) (59) The Social Security Number you have entered is not found in our database. We cannot process your payment at this time. Please call (NNN) NNN-NNNN. (50) Thank you for utilizing the Missouri Department of Revenue Interactive Payment service. (60) Again, the number to call is (NNN) NNN-NNNN. (HANG UP)

5. (9) Please enter the four digit year that your tax payment is for. (6) Or, press star to return to the previous step (NNNN).

i. (If year is less than 1990 or greater than current year minus one) (7) You have entered an invalid response (GO TO 5.c.i.)

ii. (3) You have entered NNNN

iii. (4) If this is correct, please press 1 (GO TO 6). If this is incorrect, press 2.

iv. (10) Please reenter the four digit year that your tax payment is for (NNNN) (GO TO 5.a.).

6. (11) Please enter the tax payment amount that you wish to pay, including cents, followed by the number sign. For example, if you wish to pay 57 dollars, enter 5-7-0-0 and then the number sign. ($$$$$$$).

i. (If amount is less than 1.00 or greater than 9999.99) (7) You have entered an invalid response (GO TO 6.c.i.)

ii. (3) You have entered ($$$$$$$)

iii. (4) If this is correct, please press 1 (GO TO 7). If this is incorrect, press 2.

iv. (12) Please reenter the correct payment amount, including cents, followed by the number sign ($$$$$$$) (GO TO 6a).

7. (13) If you wish to pay this amount by Credit Card, press 1. If you wish to pay by Electronic Check press 2.

i. (If digit is not 1, 2, or *) (7) You have entered an invalid response (GO TO 7)

ii. (If digit is 1) (51) Please note, in the event that there are insufficient funds available on your credit card, the payment will be refused AND, your tax obligation to the state of Missouri will remain unpaid. (GO TO 8)

iii. (If digit is 2) (52) Please note, in the event that your bank returns this payment due to insufficient funds, an additional service charge will be imposed by CollectorSolutions, Inc., in addition to whatever Attachment 2 – SAMPLE (Continued) charge your bank may assess. Your tax obligation to the state of Missouri will remain unpaid. (GO TO 15)

8. (14) Please indicate the type of credit card you will be utilizing: For MasterCard, press 2, for Visa, please press 3, for Discover Card press 4 or for American Express press 5. (6) Or, press star to return to the previous step.

i. (If digit is not 2, 3, 4, 5, or *) (7) You have entered an invalid response (GO TO 8)

9. (15,43,44,45) Please enter your 13, 15, or 16 digit Credit Card number now. (6) Or, Press star to return to the previous step (NNNNNNNNNNNNNNNN).

i. (If credit card number does not pass algorithm) (53) The credit card number you have entered is not valid (GO TO 9.c.i.)

ii. (3) You have entered (NNNNNNNNNNNNNNNN)

iii. (4) If this is correct, please press 1 (GO TO 10). If this is incorrect, press 2.

iv. (16,46,47,48) Please reenter your (13, 15, or 16) digit Credit Card number now (NNNNNNNNNNNNNNNN) (GO TO 9a)

10. (17) Please enter the four digit month and year card expiration date. For example, for July 2002, enter 0-7-0-2 (MMYY).

i. (If month or year is not valid) (18) The expiration date you have entered is not valid (GO TO 10.c.i.)

ii. (3) You have entered MMYY.

iii. (4) If this is correct, please press 1 (GO TO 11). If this is incorrect, press 2.

iv. (19) Please reenter your four digit month and year card expiration date (MMYY) (GO TO 10a)

11. (54) To authorize this credit card charge, we need to collect address information of the credit card holder. Please enter your billing address street number, followed by the number sign. For example, if your street or mailing address is 123 Main Street, enter 1-2-3, and then the number sign. If your address is a P-O Box or an apartment, press number to skip this step. (NNNNN)

i. (3) You have entered NNNNN.

ii. (4) If this is correct, please press 1 (GO TO 12). If this is incorrect, press 2.

iii. (55) Please reenter you street number, followed by the number sign. (NNNNN) (GO TO 11a)

12. (56) Please enter your five digit zip code. (6) Or, Press star to return to the previous step (NNNNN).

i. (If less than 5 digits) (58) The zip code you have entered is invalid. (GO TO 12.c.i)

ii. (3) You have entered (NNNNN.)

iii. (4) If this is correct, please press 1 (GO TO 13). If this is incorrect, press 2.

iv. (55) Please reenter your five digit zip code now. (NNNNN) (GO TO 12a)

13. (20) Your tax payment amount is ($$$$$$$) (21) and the convenience fee is ($$$$). (22) The total amount to be charged to your Credit Card is ($$$$$$$). (23) To complete this transaction, please press 1 (GO TO 14). To cancel, press 2 (GO TO 13b). (6) Or, Press star to return to the previous step.

i. (If digit is not 1, 2, or *) (7) You have entered an invalid response (GO TO 13)

ii. (24) This transaction has been cancelled. (25) Your Credit Card will NOT be charged any amount. (26) To return to the “select a payment method” step, please press 1 (GO TO 7). To exit, press 2 or simply hang up to end this session. (50) Thank you for utilizing the Missouri Department of Revenue Interactive Payment Service. (HANG UP)

14. (27) This transaction has been confirmed. (28) Your Credit Card account will be charged $$$$$$$. (29) Your transaction # is (NNNNN). (30) Please keep this number for tracking purposes. (31) Again, your account will be charged $$$$$$$ (32) and your transaction number is NNNNN. (50) Thank you for utilizing the Missouri Department of Revenue Interactive Payment Service. (33) To repeat this information, press 1 (GO TO 14). To exit please press 2 or simply hang up. (HANG UP)

15. (34) Please enter the 9 digit Bank routing number found on the bottom left area of your check. (6) Or, press star to return to the previous step (NNNNNNNNN).

i. (If routing number is not valid) (35) The routing number you have entered is invalid. Please try again (GO TO 15.c.i.)

ii. (3) You have entered (NNNNNNNNN).

b. (4) If this is correct, please press 1 (GO TO 16). If this is incorrect, press 2.

i. (36) Please reenter the 9 digit Bank routing number found on the bottom left area of your check (NNNNNNNNN) (GO TO 15a)

Attachment 2 – SAMPLE (Continued)

16. (37) Please enter your checking account number, followed by the number sign. Please do not include the check number, which will be the last far right set of numbers (NNNNNNN).

i. (If account number invalid) (7) You have entered an invalid response. (GO TO 16.c.i.)

ii. (3) You have entered (NNNNNNN)

iii. (4) If this is correct, please press 1 (GO TO 17). If this is incorrect, press 2.

iv. (38) Please reenter your checking account number, followed by the number sign. Please do not include the Check number which will be the last set of numbers. (NNNNNNN) (GO TO 16.a.)

17. (20) Your tax payment amount is ($$$$$$$) (21) and the convenience fee is ($$$$). (39) The total amount debited from your account will be ($$$$$$$). (23) To complete this transaction please press 1 (GO TO 18). To cancel, press 2 (GO TO 17b). (6) Or, press star to return to the previous step.

i. (If digit is not 1, 2, or *) (7) You have entered an invalid response (GO TO 17)

ii. (24) This transaction has been cancelled. (40) Your account will NOT be debited in any amount. (26) To return to the “select a payment method” step, please press 1 (GO TO 7), or to exit press 2 or simply hang up to end this session. (50) Thank you for utilizing the Missouri Department of Revenue Interactive Payment Service. (HANG UP).

18. (27) This transaction has been confirmed. (41) Your account will be debited in the amount of ($$$$$$$). (29) Your transaction number is (NNNNN). (30) Please keep this number for tracking purposes. (pause). Please note, in the event that your bank returns this payment due to insufficient funds, an additional service charge will be imposed by CollectorSolutions, Inc. in addition to whatever charge your bank may assess. Penalties may accrue from the Department of Revenue and your tax obligation to the state of Missouri will remain unpaid. (42) Again, your account will be debited in the amount of ($$$$$$$) (32) and your transaction number is (NNNNN). (50) Thank you for utilizing the Missouri Department of Revenue Interactive Payment Service. (33) To repeat this information, press 1 (GO TO 18). To exit please press 2 or simply hang up. (HANG UP).

19. (2) Please enter your ten digit telephone number, including the area code (NNNNNNNNNN)

i. (If phone number ten digits in length) (7) You have entered an invalid response (GO TO 19)

ii. (3) You have entered (NNNNNNNNNN)

iii. (4) If this is correct, please press 1 (GO TO 20). If this is incorrect, press 2 (GO TO 19).

20. (5) Please enter your eight-digit Missouri Tax ID Number. (6) Or, press star to return to the previous step. (NNNNNNNN)

i. (If Tax ID is less than eight digits in length) (7) You have entered an invalid response (GO TO 20.c.i.)

ii. (3) You have entered (NNNNNNNN)

iii. (4) If this is correct, please press 1 (GO TO 20.d.). If this is incorrect, press 2.

iv. (8) Please reenter your eight digit Missouri Tax ID Number (NNNNNNNN) (GO TO 20.a.)

v. (If Tax ID is not found in flat file) (59) The Missouri Tax ID Number you have entered is not found in our database. We cannot process your payment at this time. Please call (NNN) NNN-NNNN. (50) Thank you for utilizing the Missouri Department of Revenue Interactive Payment service. (60) Again, the number to call is (NNN) NNN-NNNN. (HANG UP)

21. To make an 1120ES Corporate Estimated tax payment, please press 1. To make a 941P Weekly Withholding payment, also known as Quarter-Monthly Withholding, press 2. To pay a Withholding Billing Notice press 3. To make a 941 Withholding payment for either a monthly, quarterly or annual payment press 4. To make a weekly Sales tax payment, also known as a Quarter-Monthly sales tax Payment, press 5. To repeat these options, press 9.

i. (If digit is not 1, 2, 3, 4, or 5). (7) You have entered an invalid response (GO TO 21)

ii. (If digit is 1, 2, or 3 GO TO 22 else if digit is 4 then GO TO 25 else if digit is 5 then GO TO 30 else if digit is 9 then go to 21)

22. (9) Please enter the four-digit year that your tax payment is for. (6) Or, press star to return to the previous step (NNNN).

i. (If year is less than 1990 or greater than current year) (7) You have entered an invalid response (GO TO 22.c.i.)

ii. (3) You have entered (NNNN)

iii. (4) If this is correct, please press 1 (GO TO 23). If this is incorrect, press 2.

iv. (10) Please reenter the four digit year that your tax payment is for (NNNN) (GO TO 22.a.).

Attachment 2 – SAMPLE (Continued)

23. (9) Please enter the two-digit month that your tax payment is for. (6) Or, press star to return to the previous step (NN).

i. (If month is less than 1 or greater than 12) (7) You have entered an invalid response (GO TO 23.c.i.)

ii. (3) You have entered NN

iii. (4) If this is correct, please press 1 (GO TO 24). If this is incorrect, press 2.

iv. (10) Please reenter the two digit month that your tax payment is for (NN) (GO TO 23.a.).

24. (11) Please enter the tax payment amount that you wish to pay, including cents, followed by the number sign. For example, if you wish to pay 57 dollars, enter 5-7-0-0 and then the number sign. ($$$$$$$).

i. (If amount is less than 1.00 or greater than 9999.99) (7) You have entered an invalid response (GO TO 24.c.i.)

ii. (3) You have entered $$$$$$$

iii. (4) If this is correct, please press 1 (GO TO 7). If this is incorrect, press 2.

iv. (12) Please reenter the correct payment amount, including cents, followed by the number sign ($$$$$$$) (GO TO 24a).

25. (9) Please enter the four digit year that your tax payment is for. (6) Or, press star to return to the previous step (NNNN).

i. (If year is less than 1990 or greater than current year) (7) You have entered an invalid response (GO TO 25.c.i.)

ii. (3) You have entered NNNN

iii. (4) If this is correct, please press 1 (GO TO 26). If this is incorrect, press 2.

iv. (10) Please reenter the four digit year that your tax payment is for (NNNN) (GO TO 25.a.).

26. (9) Please enter the two digit month that your tax payment is for. (6) Or, press star to return to the previous step (NN).

i. (If month is less than 1 or greater than 12) (7) You have entered an invalid response (GO TO 26.c.i.)

ii. (3) You have entered NN

iii. (4) If this is correct, please press 1 (GO TO 27). If this is incorrect, press 2.

iv. (10) Please reenter the two digit month that your tax payment is for (NN) (GO TO 26.a.).

27. (11) Please enter the Withholding amount for this Period, including cents, followed by the number sign. For example, if the amount is 57 dollars, enter 5-7-0-0 and then the number sign. ($$$$$$$).

i. (If amount is less than 1.00 or greater than 9999.99) (7) You have entered an invalid response (GO TO 27.c.i.)

ii. (3) You have entered ($$$$$$$)

iii. (4) If this is correct, please press 1 (GO TO 28). If this is incorrect, press 2.

iv. (12) Please reenter the correct payment amount, including cents, followed by the number sign ($$$$$$$) (GO TO 27a).

28. (11) Please enter the Compensation Deduction amount for this period, including cents, followed by the number sign. For example, if the amount is 57 dollars, enter 5-7-0-0 and then the number sign. ($$$$$$$).

i. (If amount is less than 1.00 or greater than 9999.99) (7) You have entered an invalid response (GO TO 28.c.i.)

ii. (3) You have entered $$$$$$$

iii. (4) If this is correct, please press 1 (GO TO 29). If this is incorrect, press 2.

iv. (12) Please reenter the correct amount, including cents, followed by the number sign ($$$$$$$) (GO TO 28a).

29. (11) Please enter the Total Tax Due amount that you wish to pay, including cents, followed by the number sign. For example, if you wish to pay 57 dollars, enter 5-7-0-0 and then the number sign. ($$$$$$$).

i. (If amount is less than 1.00 or greater than 9999.99) (7) You have entered an invalid response (GO TO 29.c.i.)

ii. (3) You have entered $$$$$$$

iii. (4) If this is correct, please press 1 (GO TO 7). If this is incorrect, press 2.

iv. (12) Please reenter the correct payment amount, including cents, followed by the number sign ($$$$$$$) (GO TO 29a).

30. (9) Please enter the four digit year that your tax payment is for. (6) Or, press star to return to the previous step (NNNN).

Attachment 2 – SAMPLE (Continued)

i. (If year is less than 1990 or greater than current year) (7) You have entered an invalid response (GO TO 30.c.i.)

ii. (3) You have entered NNNN

iii. (4) If this is correct, please press 1 (GO TO 31). If this is incorrect, press 2.

iv. (10) Please reenter the four digit year that your tax payment is for (NNNN) (GO TO 30.a.).

31. (9) Please enter the two digit month that your tax payment is for. (6) Or, press star to return to the previous step (NN).

i. (If month is less than 1 or greater than 12) (7) You have entered an invalid response (GO TO 31.c.i.)

ii. (3) You have entered NN

iii. (4) If this is correct, please press 1 (GO TO 32). If this is incorrect, press 2.

iv. (10) Please reenter the two digit month that your tax payment is for (NN) (GO TO 31.a.).

32. (9) Please enter the one digit payment period that your tax payment is for. (6) Or, press star to return to the previous step (N).

i. (If month is less than 1 or greater than 7) (7) You have entered an invalid response (GO TO 32.c.i.)

ii. (3) You have entered N

iii. (4) If this is correct, please press 1 (GO TO 33). If this is incorrect, press 2.

iv. (10) Please reenter the one digit payment period that your tax payment is for (N) (GO TO 32.a.).

33. (11) Please enter the tax payment amount that you wish to pay, including cents, followed by the number sign. For example, if you wish to pay 57 dollars, enter 5-7-0-0 and then the number sign. ($$$$$$$).

i. (If amount is less than 1.00 or greater than 9999.99) (7) You have entered an invalid response (GO TO 33.c.i.)

ii. (3) You have entered $$$$$$$

iii. (4) If this is correct, please press 1 (GO TO 7). If this is incorrect, press 2.

iv. (12) Please reenter the correct payment amount, including cents, followed by the number sign ($$$$$$$) (GO TO 33a).