Modifying a Service

• Today's date is displayed by default. To change the date, click in the field and use the calendar function.

• Use the drop-down list to select a disconnect reason.

• Add free-form text to add disconnect reason details.

Support for Port Outs

For cases where the service is being ported to a different carrier, the Porting Out check box and Porting To drop down menu let you mark the disconnect order as a port out and specify the destination carrier.

Note

The Porting To menu is only enabled if Porting Out is selected, at which point a carrier must be selected in order to proceed.

• Today's date is displayed by default. To change the date, click in the field and use the calendar function.

• Use the drop-down list to select a Hotline reason.

• Add free-form text to add any redirect reason details.

The Reconnect Services option provides an easy way for you to re-enable services and their child features that had been previously disconnected.

When you choose to reconnect a disconnected service, the Order Details page provides a dialog for choosing Reconnect Methods as well as options for handling final billed items.

Set up reconnect behavior as described below.

Reconnect Method

• Based on Last Disconnect Order - This is the default option. When reconnecting services, the system will look at what features under the service were disconnected at the same time and only reconnect those items. This is beneficial in instances where a service may have had features in the past that had been disconnected for some time and you only wish to re-enable the ones which were active when the disconnects went through.

• Reconnect Item and all Children - The system will reconnect all child features on the services regardless of when they were originally disconnected. When using this option, you should make sure that reactivation of all disconnected features for a service is the outcome you want.

• Reconnect Item and Specified Children - The system will reconnect the services but not automatically reconnect any features. In this case users must choose to manually add features on the order separately.

Secondary Method: Options when no Disconnect Order is found

The secondary method is only applicable if no associated disconnect order is found in the system. This may occur in scenarios when a service was imported into the CostGuard system in a disconnected state.

If you select the Based on Last Disconnect Order option and the system cannot find an associated order it will skip reconnecting that service by default. You can override this behavior by selecting one of the other two options, Reconnect Item and all Children or Reconnect Item and No Children.

Reconnecting Final Billed Items

There are three options related to reconnecting final billed items.

Reconnect Final Billed Items - When this option is selected, the system will remover disconnect dates and reconnect features even if they were invoiced after they were disconnected. It will remove the final bill dates.

Note

When this option is selected alone (without selecting the two related options), it will restore features as if they had never been inactive, i.e. It will not undo any of the billing consequences that occurred due to the final billing. Any issue of disconnect credits, proration or early termination fees will not be reversed.

• Exclude Final Billed One-Time Charges - When this option is enabled, the system excludes reconnecting or restarting previously invoiced one-time charges, such as installation or setup charges. This option:

  • Excludes installment plans. Installment plans are technically one-time charges but will be reconnected since the installments are billed monthly.

  • Honors both service and account level one-time charges.

  The option evaluates service-level one-time charges for service reconnects, and account-level charges for account reconnects. If this option is not selected, the system will reconnect and bill for the one-time charges.

  Note

  Use the Reverse Service Penalties workflow action to push out the installment plan dates to account for the time the installment plan was disconnected.

• Restart (Recurring) Final Billed Charges - If you prorate recurring charges, this option lets you bill for a partial month of service on reconnection, and bill for the total time the service was active. The system will update or restart the start date on all recurring charge catalog items to the reconnection date. Other catalog items such as a Service, Contract, Retail Product, Pricing Plan, etc., will retain their original start date for historical purposes.

  When this option is enabled, the start dates on recurring charges are updated when the reconnect order is completed. This option will:

  • Update feature start dates to the reconnect date.

    Note

    Once the reconnect order is completed, both original and new start dates are displayed on feature details as shown in Display of New and Original Start Date below.

  • Remove the feature disconnect date.

  • Remove the feature Invoice # (invoice on which the feature was first billed) and Final Invoice Number (an indication the feature has been final-billed after disconnect so as not to bill again). This is required to let billing resume for the feature.

  Only these catalog items are restarted:

  • Catalog Type = Product or Package

  • Charge Cycle is not equal to None or Once

  Note

  Items marked as installment plans are not restarted so the system can maintain the installment plan schedule. Use the Reverse Service Penalties workflow action to push out the installment plan dates to account for the time the installment plan was disconnected

  All other product types will retain the original start dates: Service, Discount, Pricing Plan, Contract, Contract Penalty, Retail Product, One Time and Installment Products, Product or Package with a Charge Cycle of None.

  The option evaluates service-level recurring charges for service reconnects and account-level recurring charges for account reconnects.

  When the reconnect is complete, the feature detail views will show the original and new (reconnect) start dates. The Original field is only shown if the start date has been updated.

  

Default/Restrict Reconnect Methods and Options

Order Field Configuration in the Orders web module (MANAGE > Order Field Configuration) lets you set default values for reconnection methods and reconnection options. Defaulting the values ensures users make the correct selections based on your business rules, and restrictions prohibit users from changing the value.

The Order Field Configuration dialog lets you set defaults and impose restrictions for:

• Exclude Final Billed On-time Charges

• Reconnect Final Billing Items

• Reconnect Method Primary

• Reconnect Method Secondary

• Reconnect Final Billed Charges

  Refer to Order Field Configuration topic for details.

Order Has No Items After Using Reconnect Services?

The default behavior of Reconnect Services is to skip items that:

• Have no associated Disconnect Order

• Have final billed

  If all the items selected fall into one of these two categories, then CostGuard will not find any items to reconnect. You can override the default behavior; however, as noted, when doing so you should be sure that it will produce the outcome that you want.

• Today's date is displayed by default. To change the date, click in the field and use the calendar function.

• Use the drop-down list to select a redirect reason.

• Add free-form text to add any redirect reason details.

• Enter applicable information.

• Today's date is displayed by default. To change the date, click in the field and use the calendar function.

• Use the drop-down list to select a suspend reason.

• Add free-form text to add any suspend details.

• Today's date is displayed by default. To change the date, click in the field and use the calendar function.

• Add free-form text to add details about the move.

• Select an Option or Options to be included with this move.

• Enter the account number where the service will be moved and click OK

  OR

• Search by Customer Name or Account Number.

  Note

  If you move a service that has a subservice(s), the subservice is also moved.

• The Move Service action provides the option to move billing installment plans with the service. Checking the new option to Include Installment Plans will move the balance and the remaining installments to the new account.

  

• Assign a service number.

Any service on an account can be duplicated, whether it is active or inactive.

Note

The system validates your selections, so if you select a subservice that has a non-billing parent, you'll be forced to choose a billing parent service.

Use this action to update a Service Address. After selecting the Service, select the Service Addresses view in the Details pane, and use the controls to link to an existing Service Address (), or add a new Service Address ().

Linking an Existing Address

Clicking the link icon displays the Link Addresses form.

You can choose from the list or search for an address to link. To choose from the list, click on the link icon to add the address to the list to be linked on the right.

You can remove an address from the to be linked list by clicking the associated red X.

Click OK when you're done. The selected addresses are then listed in the Details pane.

Adding a New Service Address

Clicking the Add icon opens the Customer Care web module in a new tab.

Enter the address information in the fields provided on the right, then click SAVE. This closes the Customer care tab and lists the Service Address in the Details pane.

Details Pane Listing Linked Addresses

You can choose to unlink an address listed in the Details pane by clicking the associated unlink icon ().

MSAG Validation

Service Addresses are marked as Not MSAG Validated until validation occurs as set up in the CostGuard Client.