The wireless detail view provides a breakdown of wireless usage by call. It shows the date, service number and other detail information (as specified through customization) for each usage instance.
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The current bill period is presented by default. You may use the Usage> drop down to select a different one as needed. You can also use the Service Number, Usage Type, and Show Non-discounted only filters with the SEARCH button to narrow the scope of information displayed. Scissor icons identify discounted usage records.
Credits and Disputes
You can issue a credit or open a dispute for one or more charges. Disputes and click-to-credit are mutually exclusive. Creating a dispute on an item disables the click-to-credit functionality and vice versa.
Opening a Dispute
Note
Opening,a dispute requires the new Manage Disputes permission. This permission has been added to the Customer Care Admin role.
From the Usage Details view, click the Create Dispute(s) icon (
).
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This provides check boxes next to each item to let you select which items to dispute. As you select items to dispute by checking their associated check boxes, you can see the running number of items selected for dispute, and the total charges being disputed as the far right.
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Notes:
This release does not include support for disputes of unbilled usage. Usage disputes will be supported for billed usage.
You cannot select items already in dispute.
Disputes and click-to-credit are mutually exclusive. Creating a dispute on an invoice item disabled the click-to-credit functionality and vice versa.
After selecting items to dispute, click DISPUTE to proceed. This displays the Create Disputes dialog with the selected items listed.
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The Amount field represents the amount to be credited for the item and defaults to the original charge. You can adjust the amount to a value less than the charge; however, the Amount cannot exceed the original charge. Note: The Amount value is for information only. The account will not be credited until an adjustment is applied.
The Description defaults to the name of the item being disputed. This value is read-only here; however, the Description can be edited if/when you edit the dispute.
The Remove link next to each item (red X) gives you the option to remove the item from the list of items to be disputed.
If the default amounts are correct, you can simply click SAVE to create the dispute(s), or you can adjust the amount(s) as needed. Click CANCEL to cancel out of the create disputes action.
Disputed items are indicated by the open dispute icon (
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Issuing a Credit
Usage Details view provides a credit icon at the top of the grid (
).
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Clicking this icon displays a grid with check boxes next to each item. This lets you select which items to credit. As you select items to credit by checking their associated check boxes, you can see the running number of items selected credit, and the total amount to be credited as the far right.
The check box to the left of the Date column lets you select all CDR records with a charge. This can save substantial time in cases where a large number of credits must be issued at once such as when a customer is hit with international fraud calls.
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When selecting usage records to be credited across multiple pages the checked state of rows is retained.
You can select up to 250 usage records for crediting across multiple pages. A red circle i logo is presented as an indication when the limit has been reached. The number of credited records (and how many total can be credited) is also shown on the screen and is updated dynamically.
Records that have already been credited are shown as checked and are not recredited if selected (also they won’t affect the 250 limit)
A results per page control is shown at the bottom of the usage grid with options for 15. 25, 50, and 100 records at a time. The grid is automatically refreshed when this setting is changed in the drop down menu.
Clicking CREDIT displays the Create Adjustment dialog.
Note
Disputes and click-to-credit are mutually exclusive. Creating a dispute on an invoice item disabled the click-to-credit functionality and vice versa.
Displaying Service Type
Usage View configuration (Manage > Usage View) gives users with Manage Configurations permission the option to display Service Type on the Usage Detail View. See Customizing the View below. This option is not enabled by default.
Enabling Service Type:
Provides a column to indicate Service Type and a drop down to filter by Service Type on the Usage Details view
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Provides a link to Usage Details from the Service Type Summary view
More Information - Wireline or Wireless Specific
The More Information icon (i) at the far right lets you view additional details for a selected record (row).
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View Call Record Details Icon
Call Record Details
This view varies depending on whether the service is or .
wireline
wireless
View call details for a specific record Use the left and right arrows to step backward and forward through the call records.
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Customizing the View
The information on the Usage Detail view can be customized for an environment. This requires Manage Configurations permission. The Usage Detail Configuration form is available via MANAGE > Usage View on the Applications menu.
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You can choose to display/hide certain fields, rearrange the fields you choose to display (drag-and-drop), and rename the fields. Fields marked with the lock icon cannot be edited. Click the pencil icon to edit.
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