Per an FCC regulatory requirement for Incumbent Local Exchange Carriers (ILECs), when subscriber is delinquent with payment, they only need to pay for the basic local service (a portion of the overall monthly invoice) to maintain service (i.e., have a dial tone). This regulation ensures continued access to emergency (911) services. Carriers need to consider this requirement when establishing business processes for suspending, disconnecting, or restoring a customer’s account and associated services.
The IDI Platform uses invoice categories to help carriers comply with this ILEC requirement. To facilitate this, the IDI Platform treatment solution has been enhanced to support invoice categories and their corresponding aging account balance(s) as supported inputs to the collections workbook.
Note:
Implementing this functionality in the collections workbook requires access to the IDIWorkbookEditor which is limited to IDI personnel and/or trained IDI Platform users. Carriers that rely on IDI to perform this will be required to submit a work order.
Collection Workbook Enhancements
The Collections workbook has been enhanced to support searching, selecting, and using invoice categories as a new defined-input (column). The solution also supports:
Account balance by invoice category.
Aged account balance (i.e., 30-60-90-120) by invoice category.
New and updated functions that can use an invoice category:
New:
AgingBucketByInvoiceCategory – Looks up the correct invoice cat/bucket for the given cust ID
Updated:
SuspendAccountOrder – Suspend all services associated to an invoice category and the account while other services remain active.
DisconnectAccountOrder – Disconnects all services associated to an invoice category on an account while other services remain active, hotlined, or suspended.
HotlineRedirectAccountOrder – Hotlines/Redirects all services associated to an invoice category on an account while other services remain active or suspended.
RestoreAccountOrder – Restores all services associated to an invoice category on an account. A restore order will be created based on the payment of past due amounts by aging bucket (i.e., 30, 60, 90) within the invoice categories (i.e., regulated local service, internet, video, wireless, etc.) to restore the services that relate to the paid invoice categories. Other services may remain active, hotlined, or suspended.
Note:
Using invoice category in the collections workbook does not impact other elements of treatment management. You can continue to use the past due total account balance (and aged balances) to identify accounts whose collection status needs to be updated, assign a collection representative, and distribute letters/notifications.