E-Pay Notifications

The IDI platform provides capability to notify a customer when there is activity on their E-Pay account. This includes providing notifications when E-Pay transactions are successfully or unsuccessfully processed, as well as when E-Pay accounts are created or modified.

Triggers in the Workflow module can be configured to send a notification by using the Send Notification action and a properly configured Notifications template.

Workflow Triggers

The following triggers can be used for E-Pay notifications to send a notification using Notifications:

• Payment Provider Transaction Error: triggers whenever an E-Pay transaction errors, and can be used to send a notification for a failed E-Pay transaction.

• Payment Created: triggers whenever a new payment is successfully created, and can be used to send a notification for a successful E-Pay transaction. The condition PaymentAccountTransactionID > 0 should be added to filter the payments to ones created from an E-Pay transaction.

• E-Pay Account Created: triggers whenever a new E-Pay account is created.

• E-Pay Account Modified: triggers whenever an E-Pay account is modified.

Notifications can be used to send either an email or text message to the primary customer contact or primary service number. This is done by using the ‘Send Notification’ action on your Workflow triggers.

Workflow Configuration

Each type of notification requires configuration of a unique trigger in the Workflow module.

When implementing any of the steps detailed below, the steps to create a new trigger are:

• Login to Workflow

• Navigate to Configure > Triggers

• Select ‘Create Trigger’

• On the left side, click ‘+ Add a trigger’ and select the desired trigger (Payment Provider Transaction Error, Payment Created, E-Pay Account Created or E-Pay Account Modified)

  • Note that when creating a notification for a successful E-Pay payment (using the ‘Payment Created’ trigger), a condition should be added to only include E-Pay payments. Click the ‘+ Condition’ button, and add:

• When creating any of the triggers, additional conditions can be added on the left side to support filtering the notifications.

• On the right side, click ‘+ Add an action’.

  • Template Name: name of your CostGuard notification template

  • Type: other

  • ObjectID: varies depending on what trigger is selected on the left.

    • For ‘Payment Created’ or ‘Payment Provider Transaction Error’, use @[PaymentAccountTransactionID]

    • For ‘E-Pay Account Created’ or ‘E-Pay Account Modified’ use @[PaymentAccountID]

  • Delivery Type: email, sms_smpp, or sms_smtp

Notifications Configuration

To use  Notifications for E-pay notifications your system must already be setup to send Email, SMS/SMTP, or SMS/SMPP. If this has not already been done for other notifications you can work with your Account Manage or Project Manager to get this completed.  Configuring your system to send notifications will require working with IDI and being able to provide the proper information for your email and/or SMS server.

A template for your notification must be created prior to creating a Workflow trigger that will use the ‘Send Notification’ action.

Sample Templates

Two protected templates are provided as samples, one for E-Pay account notifications and one for E-Pay transaction notifications. These templates can be copied and customized to meet your business requirements. Note that the sample templates are setup to send a text notification to the primary service number.

To create your custom template:

• Login to IDI Desktop Client

• Navigate to Backoffice Management > Customer Notifications > Manage Templates

• Click ‘Show Protected Templates’

• Right click and copy the protected template

• Edit template with custom verbiage

• Update the Globals[“To”], if necessary. Options:

  • CustomerPrimaryContactEmail1

  • CustomerPrimaryContactPhone1

  • PrimaryServiceNumber (the templates are coded for the primary service number)

E-Pay Account Notifications

Template Name: Sample SMS (SMPP) EPay Auto-Pay Notification

This template text is targeted for a trigger that fires when the recurring status of an E-Pay account is set to recurring, but can be copied and updated to produce more generic text. It produces the following notification:

<Company Name> Alert: Account Customer Account # has been enrolled in recurring auto-pay using E-Pay Account Description ending in E-Pay Account Last 4 digits. If you did not make this change, please contact customer service at <###-###-####>.

E-Pay Transaction Notifications

Template Name: Sample SMS (SMPP) EPay Transaction Notification

This template produces a notification with logic that handles both errored and successful transactions. The verbiage of the notification varies based on the existence of an Error String.

When an E-Pay transaction is successful:

<Company Name> Alert: E-Pay transaction for PaymentAmount has processed successfully.

When an E-Pay transaction receives an error:

<Company Name> Alert: Failed E-Pay transaction for Amount. Error message: ErrorString. Please contact customer service at <###-###-####>.

Editing a Template

When editing your copy of a template, there are three sections to look for:

• Notification Text: the sample templates have text that needs to be replaced. Minimally, replace <COMPANY NAME> and <###-###-####> with your custom information. The variables from the data source are enclosed in brackets (example: <@ EPayAccountNumber @>). The static text for the notification is displayed in blue and can be replaced.

• Recipient: look for Globals[“To”] towards the bottom of the template. The samples are coded to send the notification to the primary service number. When creating a copy of the template, this can be updated to the CustomerPrimaryContactEmail1 (to be used with the email delivery method).

• Output Notes will appear on the ‘Notifications’ tab/page when viewing the customer account.

Implementing E-pay Notifications

E-Pay Account Created

Copy the Sample SMS (SMPP) EPay Auto-Pay Notification template. Save the new template (the template name will be used in Workflow trigger configuration).

Note:

it is very important not to change the ‘Source’ when copying the template.

Right-click on the newly saved template, and select ‘Edit’.

Update the template based on your custom requirements for the notification, and save.

Trigger

The following is an example of a trigger that will send an SMS (SMPP) notification whenever an E-Pay account is created, using a template with the name ‘E-Pay Account Created’:

Note that when using CostGuard notifications, the recipient of the notification is coded in the template itself, not in the trigger.

Trigger: E-Pay Account Created

Action: Send Notification

• Template Name: name of the template created above (E-Pay Account Created)

• Type: other

• Object ID: @[PaymentAccountID]

• Delivery Type: sms_smpp, sms_smtp, or email

E-Pay Account Modified

Copy the Sample SMS (SMPP) EPay Auto-Pay Notification template. Save the new template (the template name will be used in Workflow trigger configuration).

Note:

it is very important not to change the ‘Source’ when copying the template.

Right-click on the newly saved template, and select ‘Edit’.

Update the template based on your custom requirements for the notification, and save.

Trigger

The following is an example of a trigger that will send an SMS (SMPP) notification whenever an E-Pay account is modified, using a template with the name ‘E-Pay Account Modified’:

Trigger: E-Pay Account Modified

Action: Send Notification

• Template Name: name of the template created above (E-Pay Account Modified)

• Type: other

• Object ID: @[PaymentAccountID]

• Delivery Type: sms_smpp, sms_smtp, or email

E-Pay Payment Processed Successfully

Copy the Sample SMS (SMPP) EPay Transaction Notification template. Save the new template (the template name will be used in Workflow trigger configuration).

Note:

it is very important not to change the ‘Source’ when copying the template.

Right-click on the newly saved template, and select ‘Edit’.

Update the template based on your custom requirements for the notification, and save. Note that the delivered template being copied is coded to handle both successful and error conditions, and can also be used in the next section for transaction errors.

Trigger

The following is an example of a trigger that will send an SMS (SMTP) notification whenever an E-Pay transaction is successfully processed, using a template with the name ‘E-Pay Transaction Notification’:

Trigger: Payment Created

• Condition: PaymentAccountTransactionID > 0

Action: Send Notification

• Template Name: name of the template created above (EPay Transaction Notification)

• Type: other

• Object ID: @[PaymentAccountTransactionID]

• Delivery Type: sms_smpp, sms_smtp, or email

E-Pay Transaction Error

A trigger to send a notification when an E-Pay transaction errors can be created using the template created in the section above (E-Pay Payment Processed Successfully)

Trigger

The following is an example of a trigger that will send an SMS (SMTP) notification whenever an E-Pay transaction encounters an error while being processed, using a template with the name ‘E-Pay Transaction Notification’:

Trigger: Payment Provider Transaction Error

Action: Send Notification

• Template Name: name of the template created above (EPay Transaction Notification)

• Type: other

• Object ID: @[EpayTransactionID]

Delivery Type: sms_smpp, sms_smtp, or email

Opting Out of E-Pay Notifications

The EPayNotificationOptOut property on customer accounts lets E-Pay notifications for the account. When the property is set, the account will be omitted from IDI platform notifications that use the E-Pay Account Notifications or E-Pay Transaction Notifications data sources. The E-Pay Account Notifications and E-Pay Transaction Notifications data sources will omit accounts where the EPayNotificationOptOut property is set to true.

Notification templates that use these data sources will not produce notifications to customer accounts that have opted out of E-Pay notifications.

The property may be set on an account via IDI Desktop Client, Customer Care or OnlineBill.

IDI Desktop Client

The Disable E-Pay Notifications property on the Edit Customer Info form defaults to unchecked when creating a customer.

Creating a New Customer

The property may be set on adding a new customer by clicking the Advanced button on the Customer Information page in the New Customer Wizard. This opens the Edit Customer Info form.

Editing the Property on an Existing Customer

You can view and edit the Disable E-Pay Notifications property from the Edit Customer Info page by choosing Account > Edit Customer from the main menu.

The property is located in the Basic Information section on the Customer Info tab.

To opt out of E-Pay transactions, check Disable E-Pay Notifications option and save.

Customer Care

When creating a new customer, the new Disable E-Pay Notifications property defaults to unchecked. Note: This property is not available for Prospect accounts.

You can view and edit this setting from the Account Details page in Customer Care.

OnlineBill

Customers can self-manage opting out of payment account notifications via OnlineBill. The Opt Out of payment account notifications property is available via the Manage Notifications menu (formerly called Manage Usage Notifications).

Usage and Account Payment settings are located on separate tabs under this menu.

You can choose to show or hide Usage and Account Payment settings on the Manage Notifications menu by choosing to show or hide the corresponding tab as described in Showing/Hiding Usage & Payment Account Settings.

Note:

The menu name change also applies on the menu configuration page.

Showing/Hiding Usage & Payment Account Settings

These settings control whether or not to make Usage and Payment Account (E-Pay) notification settings available to OnlineBill users. Usage notification settings are displayed by default. Payment Account notifications are hidden by default.

When the Display Payment Accounts Tab setting is overridden to True, the Payment Accounts tab will be displayed on the Manage Notifications page.

When the Display Usage Notification Tab setting is overridden to False, the Usage tab will not be displayed on the Manage Notifications page.