When you make a change to a service (for example (Swap Equipment, Hotline, or Disconnect) you are required to select a Change Reason. Change Reasons are created and managed via the Change Reason table in Data Management. The entries in the table populate specific drop-down lists when working with a customer record.
To access this table, under Data Management double-click Change Reasons.
Note that the columns in this table vary depending upon the Change Type you select from the drop-down menu.
Change Reason Table for Disconnect
Change Reason Table for Hotline, Redirect, Suspend
Change Reason Table for Reconnect, Swap Equipment, Market Change, Move Service
The Change Reason options are:
Disconnect - Reasons why an account may be disconnected.
Hotline - Reasons why calls to a service are not terminated at that number, but are forwarded to a collection agency or customer service (wireless).
Redirect - Reasons why calls to a service are not terminated at that number, but are forwarded to collection agency or customer service (wireline).
Suspend - Reasons why a service or an account may be turned off without being disconnected.
Swap Equipment - Reasons why a retail product, such as a handset, may be swapped (wireless).
Market Change - Reasons why a market change was made to an account
Move Service - Reasons why the service was moved from one account to another
The shortcut menu for this table lets you add, edit and delete change reasons. See
Edit or Add a Change Reason.
Whether you are creating a new Change Reason or editing an existing one, the add/edit dialog provides some combination of the following fields, depending on the selected Change Type: (Show Picture)
Dialog for Disconnect Change Reasons
Dialog for Hotline, Redirect, Suspend Change Reasons
Dialog for Reconnect, Swap Equipment, Market Change, Move Service Change Reasons
Change Reason ID
This is a system-generated number and cannot be modified.
Description
Enter a description of the change reason.
Start Date
Enter the first date the change reason is available for selection in the appropriate drop-down lists.
End Date
Enter the last date the change reason is available for selection in the appropriate drop-down lists.
Assess ETF (check box)
Only applies to Change Type = Disconnect.
If selected, the Assess ETF column is displayed with True (ETC is charged).
If cleared, the Assess ETF column is displayed with False (ETC is not charged).Aging Interval Days
Only applies to Change Type = Disconnect.
Service number aging duration:
Entered as number of days
0 is a valid entry (= immediately available)
Null is a valid entry (= use value specified in Add/Edit Service Number Inventory form in Customer Management (Inventory Management > Service Number Inventories > Inventories > Add/Edit
When service number aging is set for a change reason it will supersede the aging rules set up in Customer Management. If a change reason does not have service number aging defined, the Customer Management rules will apply.
NLAD De-Enroll Type
Only applies to Change Type = Disconnect.
Select the appropriate National Lifeline Accountability Database de-enroll type. This is used only if your company offers the Lifeline program.
Block Make Sale Restore
Only applies to Change Type = Hotline. Redirect or Suspend
Specifies whether or not to allow users to restore a service when the service has been hotlined/suspended/redirected for this reason.
This works in combination with user permission - Allow Restore of Blocked Services. This permission regulates a user’s ability to restore a service in POS Make Sale if the service has been hotlined/suspended/redirected with a Change Reason marked as Block Make Sale Restore.
Users having Allow Restore of Blocked Services permission can continue with a manager override to restore; otherwise, a user with this permission will be required to log-in and complete the manager override.