Tips for Success

• Speak naturally and clearly in a quiet environment.
• Use mute when you are not speaking.
• Avoid the use of cellular phones or speaker phones.
• Have all of the information available and organized before you call.
• Use touch‐tone if an element is not recognized by your voice.
• There is no need to wait for a prompt to try touch‐tone; it is available throughout the IVR system. You can say “main menu” or “repeat that” throughout the application, as needed. You can press “9” to move to the next topic within each option. You can also use the “#” to repeat information.
• You cannot combine speech and touch‐tone when providing a single element (e.g., you cannot speak the numbers in a HICN or MBI and then enter the suffix via touch‐tone). However, you can switch between speech and touch‐tone throughout the call (e.g., speech for HICN or MBI) and touch‐tone for beneficiary name).