Below is a quick overview of these actions. Links to details are provided following the overview.
Item | Description | Example |
Suspend | The service / account is turned off without being disconnected. | Usually for non-payment |
Hotline OR Redirect | Does not allow the call to terminate to the intended number. Forwards calls to collections or customer service. | Customer reported lost phone, had their phone stolen or is suspect of fraudulent activity. Or an account is suspended for non-pay. |
Restore | Lets users reactivate a suspended, redirected, or hotlined service or account. A customer may have to pay a fee before the service is restored or they may be terminated. If the service is terminated, features and services are disconnected and a final invoice rendered |
A reason must be associated with each suspend, hotline, and redirect order. These reasons are created, edited, and deleted via the Admin Console Data Management application. For instructions on managing reasons, see Change Reasons.
Creating and submitting orders for suspending, hotlining, redirecting, restoring services, and viewing suspend date and reason are done via the IDI Desktop Client as described in the following sections.
Suspending Customers
Hotlining Customers
Redirecting Customers