---
title: "Hotlining Services"
slug: "hotlining-services"
updated: 2026-08-10T20:16:38Z
published: 2026-08-10T20:16:38Z
canonical: "help.idibilling.com/hotlining-services"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.idibilling.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Hotlining Services

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]
> 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](/v1/docs/actions).

To hotline services:

1. Use the customer search function to find the customer and open the [Customer window](/v1/docs/customer-form).
2. 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
3. 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. |
4. 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**
5. Ensure the check boxes are checked for the services you wish to hotline.
6. Click **Next**. This displays the Hotline Order Information window.

![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/29917.wmf?sv=2026-02-06&spr=https&st=2026-11-14T11%3A03%3A31Z&se=2026-11-14T12%3A03%3A31Z&sr=c&sp=r&sig=ZVvkDEKNWAgj3eGiyoPzE0L9IMlu%2BF05GoVm8wZEME4%3D)
7. 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] > 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. |
8. To review the order, check **Review Order Before Submitting**.
9. Click **Finish**. This displays the Review and Submit Order window.

![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/29918.wmf?sv=2026-02-06&spr=https&st=2026-11-14T11%3A03%3A31Z&se=2026-11-14T12%3A03%3A31Z&sr=c&sp=r&sig=ZVvkDEKNWAgj3eGiyoPzE0L9IMlu%2BF05GoVm8wZEME4%3D)

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. |
10. Review the order.

> [!NOTE]
> 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**.
11. Click **Finish** and then respond to the confirmation dialogs to complete the hotline order.

Permissions