The Account Summary page provides quick access to basic account information and lets you easily drill down for more detail. The View selector lets you choose any one of five views: Account Summary, Service Summary, Invoice Summary, Usage Summary (Six-month), Usage Balance Summary (Six-month).
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The page name will change accordingly.
You can choose to use either Account Summary or Service Summary as the default view via the Default Summary View Setting (MANAGE > Settings > General). This setting defaults to Account Summary.
If you navigate away from the Account Summary page, you can click the Customer Name to return to that page.
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Account Locks
In support of FCC compliance guidelines, you can provide an indication on an account in Customer Care when SIM Changes and/or Port Outs are prohibited. The indicators are enabled using Account Lock settings for SIM Change and Port Out when you add or edit an account. When enabled, a corresponding indicator is displayed on the account summary view.
Note
These settings and corresponding indicators are for information only to warn service representatives not to perform these actions. The actions are not actually blocked.
Account Summary InfoPanels
The InfoPanels on the Account Summary view provide a convenient view of:
Contact Information
This InfoPanel displays the Primary Customer Contact. From here you can drill down for additional details, display additional contacts, add new contacts, and edit existing contacts. The Primary Customer Contact is displayed by default. If other contacts exist on the account, you can display those by clicking the blue + icon.
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Clicking on a contact displays additional contact details. This view has additional hotspots to add/edit a contact, view/attach documents (paper clip) display a map to the address, and show linked service details (if applicable).
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Billing Information
The Billing InfoPanel provides a quick run-down of billing information.
From here you can:
view balance information
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view the last invoice in Adobe Acrobat Reader/PDF
Go to the Invoice page
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Go to details for the last payment
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Go to the
Usage page
Toggle the paperless billing setting for the account to opt in or out
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The charge or discount status (applicable or not) is based how the incentive options are configured for the environment and the status of the Paperless Bill setting on the account.
First, if the account type is selected to be omitted, all other incentive criteria for the environment and the Paperless Bill setting on the account are ignored. Neither a charge nor a discount will apply.
If the account type is not omitted, whether a charge or discount applies is determined by evaluating the other incentive criteria for the environment and Paperless Bill setting on the account as indicated below:
Incentive and Paperless Bill Settings
Charge or Discount Status
Incentive option = Charge
Paperless Bill for account = Off (opt out)
Charge is applicable
Incentive option = Charge
Paperless Bill for account = On (opt in)
Charge is not applicable
Incentive option = Discount
Require Autopay not checked OR
Require Autopay checked and account set up for AutopayPaperless Bill for account = On (opt in)
Discount is applicable
Incentive option = Discount
Require Autopay checked and account not set up for Autopay
Paperless Bill for account = On (opt in)
Discount is not applicable
Incentive option = Discount
Paperless Bill for account = Off (opt out)
(Require Autopay setting not used in this case)
Discount is not applicable
The information icon lets you see the reason for applying or not applying a discount or charge. Examples:
In this example, the environment is set to apply a charge and the account has opted out of paperless billing:
In this example, the environment is set up to apply a discount and the account has opted in; however, the environment is also set up to require Autopay but the account is not on Autopay.
CPNI Information
CPNI Information is used to protect personal information from disclosure.
Note
CPNI is only available for designated account types as set up via IDI Desktop Client Applications > CPNI > CPNI Configuration Settings.
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Refer to the CostGuard Client Online Help for further information.
CPNI information is initially entered when you add a new customer account, and is presented in the designated area on the Account Summary page.
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CPNI information is displayed in the CPNI section of the Account Summary Account view.
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Editing CPNI Information
This requires the Edit CPNI Information permission. This permission is included in the Customer Care Admin role. This lets you grant users the ability to edit CPNI information without also granting them full access to customer information. Users with this permission will have a pencil icon in the right corner of the CPNI info panel
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Verifying CPNI Information
CPNI verification requirements are configured via CPNI settings. See Customer Care Settings.
The CPNI Verification dialog will open automatically for users configured to require CPNI Verification (Require CPNI Verification Dialog setting). Users that are not configured to require the CPNI verification dialog can still verify CPNI information by clicking the shield icon at the top right of the account page.
The dialog will only display the fields configured in the new CPNI Verification Fields setting. Check the fields that are used for verification. At least one field must be checked to enable the Verified button.
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Note
If the CPNI verification settings are set up to obscure account information, the information will be blurred on attempting to open the account until verification is completed (by entering the account password or answer to security question).
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If a PIN has been sent to the customer, you can enter it here.
If the customer requests a new PIN be sent, enter it then click the resend icon.
If the customer requests the PIN be removed, click the remove icon.
When you are ready to verify the CPNI information, click VERIFY.
On successfully verifying the CPNI information the orange Not Verified Indicator is replaced by a green Verified indicator, and the blue Verify Customer badge is removed.
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The Verify Customer Badge and Not Verified indicator will reset the next time the account is accessed to remind you to re-verify the information.
Verification Logging
All CPNI verification is logged. A log record is written whenever you click Verified or Not Verified.
On clicking Verified, the fields that are selected are captured in the log entry.
On clicking Not Verified, an entry is logged with the message: CPNI Information was not verified.
The verification history can be opened from the CPNI section of the Account Summary page.
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Clicking Verification History opens the View Verification History page.
Service Summary
This InfoPanel shows you the number of Services on the account by Service Type.
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To get more details click a Service Type link under Description. This displays the Services and Features Details page.
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Additional Customer Information (Attributes)
This InfoPanel displays customer attributes, if applicable.
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Note
Attributes are configured via Desktop Client.
To edit customer attributes either click the edit (pencil) icon in the gray bar above the InfoCenter. This displays the Edit Customer view. Or navigate to the Account Details view and click Edit.
Credit Reports
The Credit Reports page supports viewing reports from the credit bureau supported in Desktop Client (Transunion).
Navigation to the page is via Account > Credit Reports.
Note
This menu item is only available from the new navigation menu, and not the rainbow bar menu.
For details, see Viewing Credit Reports.
Service Summary View
On the Service Summary view, a record is displayed for each active service. The Primary Service on the account is displayed first, and remaining services are displayed by Service Number.
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Account Information
Note
An Account Information section provides a record for the account that is similar to the service records already displayed. It includes account level contracts, plans and features. If no active contracts, plans or features are assigned at the account level, the Account section will not be displayed.
Account-level Plans and Feature SKU’s displayed are determined by the Catalog Group configuration via Manage > Settings > Catalog Display. These settings default to Plans and Features respectively, and may be edited as needed. See Customer Care Settings.
Services
This area lists all services on the account. For accounts with many services you can use the service search to find a specific one, or reduce the list to a select few. Partial numbers are accepted. Each service record contains the following elements:
Service Name: Name configured for the service (if available).
Service Type
Service Badges: A badge is displayed when the service is:
Primary Service
Hot-lined
Suspended
Active Port
Service Number: A link that takes you to the Service Detail page for the service.
Handset: If a handset is assigned to the service, the handset name is displayed. A more info icon next to the handset description displays a pop-up with device information.
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Contract: If the service has an active contract, the following information is displayed:
Contract description
Start Date
End Date
An Early Termination Fee (ETF) calculator is provided for contracts with a term commitment. The calculator can be used to determine the ETF for contracts with a flat fee penalty, a prorated fee penalty, or a combination of both.
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The Account Summary Service Summary view provides an Early Termination Fee (ETF) calculator for contracts with a term commitment. The calculator can be used to determine the ETF for contracts with a flat fee penalty, a prorated fee penalty, or a combination of both.
Click on the calendar and pick the current date or a future date for the calculation. Estimated ETF will be displayed when the penalty can be estimated.
Notes:
If a contract with a Term Commitment has an MRC Multiplier fee, the calculator will not be displayed.
If a contract has any type of commitment other than a Term Commitment, the calculator will not be displayed.
If a contract has multiple terms, the Estimated ETF applies the Term commitment only.
Installment Plans (if any)
Plan: Displays the catalog item on the service associated to the Catalog Group named Plans. This is the same mechanism already used in Desktop Client and Customer Care to display which SKU is considered the service’s Plan.
Features: Displays any catalog items associated with the Catalog Group configured in the Feature SKU configuration (see Setup below).
Quicklinks are available by clicking at the top right for each service.
Note
Services that have been disconnected within the active bill period are included on the page.
Invoice Summary View
This gives you a side-by-side scrollable view of consecutive invoices, and gives you quick access to Invoice Details, comparative views and PDFs.
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The initial view shows the three latest invoices (current and two previous). The arrow button at the far right let’s you scroll to show earlier previous invoices, while always displaying the current invoice at the left.
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From this view, you can navigate to the Invoice Detail (single Invoice Summary) page for a selected invoice, create a PDF for a selected invoice (if enabled), or show a comparative view of two invoices.
Scrolling Previous invoices
Use the arrow button at the right to scroll back to earlier previous invoices.
Note that only the previous invoices change. The current invoice is always displayed at the left. On scrolling back, a second arrow button is available to let you return (scroll forward) to more current previous invoices.
Generating a PDF
Each invoice represented on the Summary view has a button for generating a PDF for that invoice. This is equivalent to the View PDF function on the Invoice Detail page. Note: The availablity of the View PDF button is controllable via theView Invoice PDFs setting.
Comparing Invoices
Each invoice presented on this summary view has a button to let you compare that invoice with another. When you click the Compare button for an invoice, you leave this view and land on the single Invoice Summary page for the selected invoice in Compare mode. How to use this view is described in Comparing Invoices.
Note
To return to the side-by-side Invoice Summary view from Compare mode, you need to navigate back to the Customer page and re-select Invoice Summary.
Navigating to the Single Invoice Summary View
Clicking the date field on this view takes you to the single Invoice Summary view for that invoice.
Usage Summary
The Usage Summary lets you see six months usage at once. This can help you determine whether the customer is on the correct rate plan, and quickly analyze usage trends for potential cloning and fraud activity.
This view is available via the Usage Summary option under the View drop- down menu.
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This gives you a side-by-side view of the current bill period plus the six most recently closed bill periods.
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The page displays:
Total units summarized by the usage service type (top grid)
Total charges summarized by the usage service type (bottom grid)
An average across billed periods for both units and charges (last column)
Totals charges for each month (last row of bottom grid)
You can view the six-month summary for all services (default), or select a specific service from the drop down menu if the account has multiple services.
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Clicking on a bill period takes you to the Service Type Summary view for that bill period.
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Usage Balance Summary
The Usage Balance Summary lets you see usage balance information for the current bill period plus the six most recent closed bill periods. This provides a quick overview of typical consumption and can help service reps answer questions regarding whether a customer’s plan meets their usage patterns..
This view is available via the Usage Balance Summary option under the View drop- down menu.
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Selecting Usage Balance Summary displays usage balance information for the current bill period plus the six most recent closed bill periods.
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A row is displayed for each discount category which is applicable to the account for the time period displayed.
For each bill period, the amount of unit consumption is displayed for the account.
An Average column calculates the average utilization for the six complete periods. The unbilled month is not included in the calculation.
A service filter lets you filter the summary to a single service on an account. The default is All Services.
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The Bill Period column headers are links that take you to the existing Usage Balance page for the Bill Period (Billing > Usage Balance).
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Setup
The Usage Balance Summary View provides an overview using the Discount Categories that are configured for each Grant Discounts. Discount Categories let you group numerous individual discounts under a single logical heading.
You should ensure that the Discount Category assignments in Product Catalog match how you want information to be displayed on the Usage Balance Summary screen.
InfoCenter
This is a centralized location with tabs for viewing and managing Alerts, Journals, Follow-Ups, Tickets, Workflows and Email. The InfoCenter is available on both the Account and Service Summary views
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The InfoCenter on the Account Summary page gives you quick access to alerts, notifications, journals, follow-ups, tickets, workflows and emails. Alerts and notifications are shown by default.
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Click the applicable button to display the corresponding list of items.
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The number of items (for example 6 journals) is indicated next to the associated icon as applicable. Hovering over an icon displays the textual label. The textual label is also displayed when the tab is selected.
| Alerts |
| Journals |
| Follow-ups |
| Tickets |
| Workflow |
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For more see:
Alerts
From the Alert tab you can add, edit, or remove an Alert.
To add an alert, click
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You can optionally apply Start and End Dates to an alert so as not to display in the Customer Alert pop-up if it is not within the configured time frame. There is also a check box to specify public or internal viewing, and a filter to let you set other viewing preferences.
Notes:
The system keeps track of who creates alerts, journals, follow ups, and tickets, as well as when they were created.
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If there are any Follow Ups that need attention, they are displayed below the System Notifications section. Click the link to go to the Follow-Ups page.
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Journals
Any Journals for the customer set to display in the InfoCenter are displayed on this tab.
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To add a Journal, click in the Add a Journal... field and enter the Journal description.
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Upon entering text in that field, additional fields are displayed below.
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Click SAVE when you are done entering the information.
To remove a Journal from the InfoCenter, click
.To edit an existing Journal, click on the Journal to display the Journals page.
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Note
Forced Journals added in Silent mode on viewing and/or editing a customer account are not displayed here. They may be viewed as needed via the Journals page. See Working With Journals.
Follow-Ups
Any Follow Ups for the customer set to display in the InfoCenter are displayed on this tab.
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To add a Follow Up, click in the Add a Follow-Up... field and enter the Follow-up description.
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Upon entering text in that field, additional fields are displayed below.
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Click SAVE when you are done entering the information.
To remove a Follow Up from the InfoCenter, click
.To edit an existing Follow Up, click on the Follow Up to display the Follows Ups page.
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Tickets
Any Tickets for the customer are displayed on this tab. For each Ticket, the InfoCenter displays Commit and Action dates, as well as Impact and Urgency.
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Clicking on a Ticket opens the Summary page for that record in the Tickets module.
To open a new Ticket for the customer, click NEW+ to open the New Ticket page in the Tickets module.
Workflow
You can start and monitor Workflows from the Workflows tab in the InfoCenter. This tab provides a START WORKFLOW button and lists any Workflow instances started from the Customer.
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Initially the list will indicate No workflows until one is actually started for the Customer. On starting a Workflow from this tab, the Workflow becomes associated to the Customer and is listed under the Workflow tab.
Click Show More/Less to expand/collapse the Workflow view.
Clicking the Workflow name opens the Workflow module in a new tab.
Starting a Workflow
Clicking START WORKFLOW displays a form for selecting a Workflow to start. The drop down menu contains all Workflows of type = Customer.
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Permissions
Users require Start Workflow permission to start a Workflow for a Customer.
Communications
Note
This tab is only available when the Communications web module is configured.
The InfoCenter Communications tab provides a quick summary of emails associated to the Customer. For each email you can see a portion of the message and an indication of the number of messages in the thread (with no ability to expand the thread). You also get an indication of the direction (incoming or outgoing), and an ellipsis button with options for Reply, Reply All or Forward (as on the Communications Page).
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Click NEW EMAIL to send an Email from this account.
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An email can be sent from an account by using the NEW EMAIL button on Communications tab in the InfoCenter, or the Communications page.
Note
Any email sent from the account will be listed on the Communications tab/page.
Selecting a Template
Clicking NEW MAIL opens a dialog for selecting and previewing a template. The drop down contains all templates configured in the Communications module with template type of Customer Template.
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When you select a template from the drop down, you can choose to preview it before actually using.
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No Template is an option. This creates a blank email for you to fill in.
Click SELECT when you have the template you want to use (or No Template).
Note
Templates must be configured in the Communications module.
The Email Dialog
Once the email dialog loads, with or without a template, you can edit the addresses, subject, and body. You can also attach files, embed images, and insert links. HTML is supported.
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Note
When you insert an image, the size is limited to 1MB.
Address Fields
From Address is based on Email setup
To Address: Enter addresses in the To, Cc and Bcc fields manually, or select an address book by clicking any one of these fields:
Company – contains email addresses for IDI platform users (SaaS Security) and user groups (IDI Desktop Client) for the environment. There are two tabs on this address book:
Users: SaaS security users that have an email address and have access to the Customer Care environment
Groups: IDI Desktop client user groups that have an email address
Customer – contains email addresses from the customer’s contacts
If the same email is present on multiple contacts, it will only appear once.
Search capability is also supported within the address book being viewed.
Clicking on an Email in the list opens the Communications Page for that Email.
Unread Email Indicator
This tab displays an orange circle on the envelope icon if there are any unread messages. Hover text shows unread message count when applicable.
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Any thread that has an unread message is displayed in bold
Viewing/Working With Bill Cycle
Bill Cycle is viewable and editable via the page.
If a Bill Cycle change is pending (initiated Account Summary via Desktop Client), this condition is indicated by an alert symbol next to the Bill Cycle field. Click the alert symbol to show the new Bill Cycle and Effective date.
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Bill Cycle is editable under certain conditions. In this case you'll see an edit (pencil) icon next to the Bill Cycle field.
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The following criteria must be met for a customer’s Bill Cycle to be editable:
Customer’s account status is billing-active
Customer is not part of a corporate account OR it is the root account in a corporate account structure (cannot be a child account)
Customer does not have a pending Bill Cycle change
To edit the Bill Cycle, click the pencil icon.
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This displays a dialog for selecting a new Bill Cycle. The values in the Destination Bill Cycle field are limited to recommended Bill Cycles.
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On clicking SAVE, whether the Bill Cycle is changed directly, or goes to a pending change status depends several factors. In most cases, a bill cycle change record is written and the Bill Cycle change is pending. However, if the account is a non-corporate account that has not yet been billed, and there is no usage in the current bill period for the account, then the customer’s Bill Cycle will be directly updated (no pending Bill Cycle change).
When a Bill Cycle change record is written, the account will show an
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Clicking
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If the Bill Cycle is directly updated, you’ll see the name of the new Bill Cycle on the Account Summary page (with no
icon).
An i icon next to the Bill Cycle lets you view the Bill Cycle Description and day of month for the Bill Cycle.
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Action Icons
The upper right area above the InfoCenter contains Action Icons.
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| Edit Account |
| Documentation Storage (Only available if this functionality is enabled in your system) |
| Verify CPNI information (See CPNI Information under InfoPanels above) |
| Bookmark this account |
| Unbookmark this account |
The Verify CPNI and Bookmark/Unbookmark icons are available on all Account pages (Balance, Communications, Services and Features, and so on). The Edit and Documentation icons in the gray banner are only available on the Account Summary page.
Drilling Down for More Details
The Customer menu lets you navigate quickly to pages with more detailed account information. This menu is available on all Customer Care pages. The menu format depends on your setup via MANAGE > Settings > General > Use Updated Customer Navigation):
The default is to use updated customer navigation which shows the menu constantly available under the customer name and above the gray banner.
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Or you can choose to present the menu as a drop down by clicking the down arrow next to the customer name .
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ACCOUNT
Clicking ACCOUNT takes you to the Account Detail page.
Clicking the ACCOUNT drop down arrow gives you these navigation options:
Account Details - same as clicking ACCOUNT
Contacts - The Customer Summary shows the Primary Customer Contact. This option displays additional contacts on the account (if any) and provides the ability to add/edit contacts.
Corporate Account - Only applicable if the account has a corporate structure
Communications - The Customer Summary InfoPanel provides a quick view of E-mail and lets you send a new email. This option displays the Communications page with full functionality related to emails.
Follow-Ups - The Customer Summary InfoPanel provides a quick view of Follow-ups. This option displays all Follow-ups on the account and provides the ability to add/edit, read associated journals, and view/attach documents.
Journals - The Customer Summary InfoPanel provides a quick view of Journals. This option displays all Journals on the account and provides the ability to add/edit/move/delete, and view/attach documents.
Notifications - This displays a page with read-only access to notifications created via CostGuard Client.
Installment Plans - This displays a page for managing Installment Plans.
BILLING
Clicking BILLING takes you to the Invoice History.
Clicking the BILLING drop down arrow gives you these navigation options:
Balances - The Customer Summary shows current, total, and past due balances. This option provides a complete history of Account, Deposit, Store Credit, and Reward Point balances, and provides the ability to add payments and adjustments.
Deposits
E-Pay Accounts
E-Pay Transactions
Inserts & Messages (requires CostGuard version 16.2 or higher)
Invoices - same as clicking BILLING
Usage
Usage Balance - This displays the Usage Balance page which provides usage, balance and overage information for each discount category and grant discount associated to a service, within a given bill period.
SERVICES AND FEATURES
Clicking SERVICES AND FEATURES takes you to a page with full functionality for viewing and managing Services and Features.
Clicking the SERVICES AND FEATURES drop down menu gives you these navigation options:
Services
Service Addresses
Change Parent Service
Usage Notification Settings
ORDERS
Clicking ORDERS takes you to the Order History page. This button has no drop down options.
DOCUMENTS
Clicking DOCUMENTS takes you to the Documents page. This button has no drop down options.
When you navigate away from the Customer Summary page, you can click the Customer Name to return to that page.
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To find more information on these and other Account Management topics see: