Hotline is a suspension type for wireless services. When a service is hotlined, it is redirected to another number such as Customer Service. The Hotline Wizard lets you hotline selected services for the account or the entire account.
Note
All windows in this wizard provide an Actions button for editing orders, viewing order errors, and viewing pre-order responses. For details see Actions.
To hotline services:
Use the customer search function to find the customer and open the Customer window.
If you are hotlining all services, Customer window menu bar select Action > Hotline Customer. This displays the Hotline Services Criteria window with all services selected.
OR
If you are hotlining one, or just a few services, right-click on the service on the Services tab and select Activation > Hotline. This displays the Hotline Services Criteria window with just that service selected.
The Hotline Services Criteria window lets you to review the services you wish to hotline. It contains the following information:
Service Type
Type of service, such as Toll Free, Equal Access, and so on.
Service Number
Access number used to rate usage.
Billing Number
Service number used for billing information.
Billing Status
Billing status of the service - Billing or Not Billing.
Suspend Date
Date the service was suspended.
Suspend Type
Type of suspension.
Effective Date
Date the service was established.
Disconnect Date
Date the service was disconnected.
Name
Name of the user performing the Suspend.
PIN
Personal Identification Number associated with the service number; uniquely identifies the user of the service.
Parent Service Type
Service type to which the Sub Service is assigned.
Parent Service Number
Service number to which the Sub Service is assigned.
Parent PIN
PIN of the parent service number.
Suspend Reason
Reason for the Suspend; Suspend, Hotline, Redirect.
To mark services to hotline, check the corresponding check box, or right-click on the service and select from the following submenu options:
Check - Select All, Selected Rows, By Service Type, or By Service Parent
Uncheck - Select All, Selected Rows, By Service Type and By Service Parent
Ensure the check boxes are checked for the services you wish to hotline.
Click Next. This displays the Hotline Order Information window.
Enter the hotline order information as described below:
Order Type
Defaults to Hotline Order. Select the appropriate order type from the drop-down menu.
Est. Completion
The estimated date of completion. Defaults to the current date.
Order Attributes
The attributes for the selected order type.
Hotline Date
Date the services are hotlined. Select from the drop-down list, if applicable. Defaults to the current date
Hotline Reason
Reason for the hotline. Select from the drop-down list.
Account Status
Select the status the account should have, once hotlined.
Note
This drop-down list is only available on Customer Suspend Orders.
Description
Additional description for the hotline reason.
Include Future Hotlined Children in the Order
If checked, all child items with a future hotline date are included in this order.
Defaults to checked.
Review Order Before Submitting
Check the box to review the hotlined order before submitting it.
To review the order, check Review Order Before Submitting.
Click Finish. This displays the Review and Submit Order window.
The Review and Submit Order window contains the following information.
Account
The account and services.
Order Line Item Detail
The selected line item details.
Suspend Order Entry
Lets you suspend the hotline order. A confirmation window is displayed. You can click Yes to suspend the order or No to exit the window without making changes.
Review the order.
Note
If there are errors, indicated in red, you'll need to fix those errors before you submit the order. You can suspend the hotline order by checking Suspend Order Entry.
Click Finish and then respond to the confirmation dialogs to complete the hotline order.
Permissions