For an overview of this process before you get started, see Reconnect Services Summary.
To reconnect services from the Services tab:
Right-click on a disconnected service and select Activation > Reconnect. This starts the Reconnect Services Wizard and displays the Reconnect Services Criteria window.
Note
If accessed from a right-click, only the service that you right-clicked on will be checked. If accessed using the Advanced Wizards menu button, no services will be checked. Only disconnected services are displayed.
Select the Service Type(s) you want to reconnect.
Note
You can right-click on any line and select Check All or Uncheck All to select or clear all features.
Click Next. This displays the Reconnect Order Information window.
Select an Order Type from the drop-down list.
Select the Source Code, or promotional code, from the drop-down list, if applicable.
Select an Estimated Completion Date, if applicable.
Enter a Sales Channel. Enter the sales code in the first field, if applicable. If you do not know the sales code enter the sales name in the second field. Use * for wildcard, or click the Sales Channel button to view the Sales Tree window.
Note
The Sales Channel button will be disabled if more than 1000 records have been detected. You must enter either an exact match of the sales code or sales person. The text field will become yellow when a match has been found.
Select a Reconnect Method and (if needed) a Reconnect From Disconnect Order option.
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Reconnect Methods
Reconnect these services based on their most recent disconnect order - This is the default option. When reconnecting services, CostGuard 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 these services and all children - CostGuard 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 these services only (no children) - CostGuard will reconnect the services but not automatically reconnect any features. In this case users must choose to manually add features on the order separately.
Reconnect for Disconnect Order Options
This is only applicable if no associated disconnect order is found in the system. This may occur in scenarios when a service was imported into CostGuard in a disconnected state.
If you select the Reconnect Method: Reconnect these services based on their most recent disconnect order and CostGuard 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 the service and all children or Reconnect the service only (no children).
Reconnect Final Billed Items
This option will reconnect features even if they were invoiced after they were disconnected. When this option is selected, CostGuard will remove the final bill dates and restore features as if they had never been inactive. As detailed in What Does Reconnect Service NOT Do, this operation 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.
You may choose whether to reconnect final billed items when you reconnect the service.
Note
If you want to ensure final billed items are reconnected you can request that IDI set the default for this check box to be checked. Selecting this option also makes the following options available for selection:
Restart Final Billing Charges – This updates the start date on recurring billing charges to the reconnection date, giving you an option to bill for a partial month of service and recoup additional revenue. Note:If you only choose Reconnect Final Billed Items and not this option as well, the system will continue billing the monthly charges as if the service was never disconnected and will not prorate the customer for a partial month of service.
Exclude Final Billed One-time Charges – This option lets you exclude reconnecting previously invoiced one time charges, such as setup or installation charges. If this option is not selected, the reconnection process will reconnect and bill for a customer’s one-time charges.
Click for more on how to use these options.
here
These options give you the flexibility to determine how the system restarts final billed products and facilitate returning the customer's service to its original state::
Exclude Final Billed One-time Charges
Restart Final Billed Charges
Note
These new options are not selectable unless the Reconnect Final Billed Items option is selected.
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, delivered in 22.3, 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 you choose Restart Final Billed Billing Items and then proceed by clicking Finish, a prompt will inform you the start date on billing charges will be reset to the date of this order and all other items will be reconnected with this start date. You’ll need to click Yes to proceed.
Display of New and Original Start Date
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.
Reverse Service Fees Workflow Action
The Reverse Service Penalties action in Workflow supports reversing penalties applied during final billing when reconnecting an account or service. The action lets you configure the number of days the account or service is eligible for reversal of penalties (Eligibility Days). You can also configure the Disconnect Reason to reverse Early Termination Fees (ETFs) associated with contract penalties, the Adjustment Type used to reverse ETFs, and Adjustment Type to reverse Installment plan balances. Details are provided in the article for restoring a service after disconnect for non-payment in the IDI Knowledge Center.
Click Finish to submit the order.
OR
Select Review Order Before Submitting and click Next. Review your order and then click Finish.
What to do if Order has no items after using Reconnect Services
For more on this .
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Why did my Order have no items on it 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.