Third Party Verification Requests

In order to view and search TPV requests, TPV must be enabled under Security > Profiles > Permission Profiles > Application > CostGuard Client > Customer Management in your Permission Profile. To create, edit, and resubmit TPV requests or mark in-process TPV requests as “No Response”, New must also be enabled under TPV in your Permission Profile.

If TPV is enabled in your Permission Profile, you can access the Third Party Verification (TPV) application via three different methods:

• On the Applications menu, click Customer Management > Third Party Verification.

• Click the TPV Requests icon provided in the application toolbar displayed when a Customer # window is active.

• From the Customer window menu bar select Account > TPV Requests.

  The TPV functions that are available to you vary depending upon which method you use. You cannot submit new TPV requests, if you access the TPV application via the Applications menu. To submit new requests, you must access the TPV application via the TPV Requests icon or menu command on the Customer window.

  This describes how you access the TPV application via the Customer window. It also defines the TPV functions you can perform via these access methods.

1. On the Applications menu, click Customer Management > Customer Search. This displays the Customer Search window.

2. Enter the desired search criteria and click Search. This displays the search results in the Customer Search window.

   Note

   If only one customer matches the specified search criteria, the Customer Search window is bypassed and the Customer # window is automatically displayed for that customer. In this scenario, skip the next bullet.

3. Either double-click on the desired customer or right-click the desired customer and select View Customer. The Customer # window is displayed.

4. On the menu bar select Account > TPV Requests.

   OR

   Click the TPV Requests icon provided in the application toolbar.

   All TPV requests associated with this customer are displayed in the Third Party Verification Request Search Results window.

   

   From this window, you can perform the following functions:

   View the details of a specific TPV request

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   You can view the details of a specific TPV request from the Third Party Verification Request Search Results window:

   1. Either double-click the desired TPV request or right-click the desired TPV request and select View TPV Request.

      

   2. See View TPV Request in the Applications Menu section for the specific instructions for viewing a TPV request.

   Resubmit a failed TPV request

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   You can resubmit a failed TPV request from the Third Party Verification Request Search Results window. In order to resubmit a failed TPV request, you must have TPV > New enabled in your Permission Profile (Application/CostGuard Client/Customer Management/TPV/New).

   1. Right-click the failed TPV request and select Resubmit TPV Request.

      Note

      The Resubmit TPV Request function is only enabled for TPV requests that contain a Status set to Failed. Otherwise, this function is grayed-out in the submenu and cannot be selected.

      

   2. See Resubmit TPV Request in the Applications Menu section for the specific instructions for resubmitting a TPV request.

   Mark an in-process TPV request as “No Response”

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   You can mark an in-process TPV request as “No Response” from the Third Party Verification Request Search Results window. In order to do this, you must have TPV > New enabled in your Permission Profile (Application/CostGuard Client/Customer Management/TPV/New).

   1. Right-click the in-process TPV request and select Mark as “No Response”.

      Note

      The Mark as “No Response” function is only enabled for TPV requests that contain a Status set to In Process. Otherwise, this function is grayed-out in the submenu and cannot be selected.

      

   2. See Mark TPV Request as No Response in the Applications Menu section for the specific instructions for marking a TPV request as “No Response”.

   Create and submit a new TPV request

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   In order to submit new TPV requests, you must have TPV > New enabled in your Permission Profile (Application/CostGuard Client/Customer Management/TPV/New).

   To create a new TPV request, you must first view a specific customer. Then, select TPV Requests from the Actions menu or click the TPV Requests icon provided in the application toolbar (as described earlier in this chapter). The TPV requests associated with that customer are displayed in the Third Party Verification Request Search Results window. From here, you can create and submit a new TPV request.

   1. Right-click anywhere within the search results and select New TPV Request.

      

      This displays the New TPV Request window.

      

      The New TPV Request window contains the following input fields, which the system populates with the contact information that is stored in the system’s database for this customer. A blank input field indicates no information exists in the database for that particular data item.

      First Name	Customer contact’s first name.
      Last Name	Customer contact’s last name.
      BTN (required)	Customer’s billing telephone number – telephone number third party uses to contact customer for verification purposes.
      Street 1	Customer contact’s street address.
      Street 2	2nd line of customer contact’s street address, if applicable.
      City / State / Zip	Customer contact’s city, state, and zip code.
      Last 4 digits of SSN	Last 4 digits of customer contact’s social security number.
      Date of Birth	Date of birth is not stored in the system’s database, therefore, this field is blank.
      Fax	Customer contact’s fax number.
      Email	Customer contact’s email address.
      Language	Customer contact’s language.
      Verification Items	3 check boxes that indicate which items need to be verified (at least one must be checked): Local Service Local Toll Long Distance All 3 boxes are checked by default.
      Service Number	List of this customer’s active service numbers, whose basic service type is Equal Access. At least one must be checked All service numbers are checked by default.

   1. Edit the information in this window, as desired.

      Note

      Editing the pre-populated contact information does not change the contact information that is stored in the system’s database. This only changes the data sent to the independent third party in the TPV request.

   2. Uncheck any Verification Items that do not apply to this TPV request. Make sure that only those services that require verification are checked.

   3. Uncheck any service numbers that do not require verification.

      Note

      If different service numbers require verification of different Verification Items, you must submit separate TPV requests for each unique combination. Example – To verify Local Service for all service numbers and Long Distance for only one of the service numbers:

   4. Create one TPV request to verify local service for all service numbers. Make sure all service numbers are checked and Local Service is the only Verification Item that is checked.

   5. Create a second TPV request to verify long distance for the service number whose long distance is changing. Make sure this service number is the only number that is checked and Long Distance is the only Verification Item that is checked.

   6. Click Submit to initiate the TPV request.