The Suspend Wizard lets you suspend a customer's entire account or suspend just a selected service or services. Although the Suspend Wizard suspends services, the billing status remains active and billing does not stop during the suspension. A suspend reason is selected and Sub Services are automatically suspended if a parent service is suspended.
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 begin a suspension:
Use the customer search function to find the customer and open the Customer window.
If you are suspending all services, from the Customer window menu bar select Action > Suspend Customer. This displays the Suspend Services Criteria window with all services selected.
OR
If you are suspending one, or just a few services, right-click on the service on the Services tab and select Activation > Suspend. This displays the Suspend Services Criteria window with just that service selected.
The Suspend Services Criteria window lets you review the services you wish to suspend. It provides 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 the services to suspend, check the corresponding check boxes, 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 suspend.
Click Next. This displays the Suspend Order Information window.
Enter the required suspend order information as described below:
Order Type
Defaults to Suspend 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
Attributes for the selected order type.
Suspend Date
Date the services are suspended. Select from the drop-down list, if applicable. Defaults to the current date
Suspend Reason
Reason for the suspension. Select from the drop-down list.
Account Status
Select the status the account should have, once suspended.
Note
This drop-down list is only available on Customer Suspend Orders.
Description
Additional description for the suspend reason.
Include Future Suspended Children in the Order
If checked, all child items with a future suspend date are included in this order.
Defaults to checked.
Review Order Before Submitting
Check the box to review the suspended 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 suspend 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 suspend order by checking Suspend Order Entry.
Click Finish and then respond to the confirmation dialogs to complete the suspend order.
Permissions