Difference between revisions of "Provisioning/AutomaticSuspensionAndRestriction"

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** configure the days and times when automatic suspension can occur
 
** configure the days and times when automatic suspension can occur
 
** configure when the services of a customer can be restored and reactivate the account.
 
** configure when the services of a customer can be restored and reactivate the account.
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 +
===Business Hours definition===
 +
'''Monday – Thursday'''
 +
 +
* Suspensions/restrictions will occur between 9am and 6pm AEDST
 +
* Notifications will only be sent between 9am and 6pm AEDST.
 +
* Approximately 24 hours after Emersion sends the email notification, the customer’s service(s) will be restricted.
 +
 +
'''Friday'''
 +
 +
* Suspensions/restrictions will occur between 9am and 3pm AEDST.
 +
* Notifications will be sent between 9am and 6pm AEDST. After 3pm AEDST all service restriction(s) will remain pending and applied the following Monday at 9am AEDST.
 +
* Approximately 24 hours after Emersion sends the email notification, the customer’s service(s) will be restricted.
 +
 +
'''Saturday'''
 +
 +
* No notifications will be sent
 +
* Only suspensions that were scheduled prior to 3pm the previous Friday will be processed. This will happen at approximately 9am AEDST.
 +
 +
'''Sunday'''
 +
 +
* No notifications will be sent
 +
* No automatic suspension or restrictions will be processed.
  
 
== See Also ==
 
== See Also ==

Revision as of 13:58, 3 October 2014

Automatic Account Suspension/Reactivation and Automatic Service Restriction/Restoration Overview

Emersion has a feature set that can help Service Providers manage non-paying customers by automatically barring their service(s) and suspending their account due to non-payment. Similarly, when a customer reduces their outstanding balance to under a given threshold, the services and account will be restored to their previous state.

Business rules can be configured by the Service Provider that will govern:

  1. the conditions under which automatic suspension of accounts and service restrictions will occur
  2. the conditions under which automatic restoration of services and reactivation of accounts will happen
  3. at what days & time(s) of the week auto-suspension activities can occur.

Definitions

These definitions are considered applicable only in the scope of this article, Emersion's features as described in this article and associated articles. They should not be considered to be applicable elsewhere.

Automated suspend & service restriction definitions table
Status Name Description
1 Auto-suspend a generic term used in this article and at Emersion to refer to this set of features and means all account suspension and service barring activity.
2 Account Suspension the account can be updated to Suspended automatically if the account:
  • no active services in any active or pre-active states.
  • is not Cancelled
  • all services under the account are:
    • Restricted (service restriction)
    • Temporarily suspended
    • Temporarily deactivated
    • Temporarily deactivated
3 Service Restriction a barring modification that limits access to the underlying service. Service(s) are automatically barred using Telstra's Bar10. A bar10 means customers can receive calls but can make no outbound calls. It is the same restriction that is used with automatic barring within the Unbilled Credit Limit feature and the barring option that is commonly used for credit management.
4 Account and Service Restoration restore the account from Suspended to Active and lifting the Bar 10 on the service(s) while retaining a record of the suspension history.

How Automatic Suspension Works

With this set of feature and functionality, Service Providers can:

  • Apply business rules that governs automatic account suspensions and service restrictions for all customers^.
  • Omit groups of customers from being subject to auto-suspension.
  • Omit individual customers from being subject to to auto-suspension activity.
  • Automatically notify customers via email or SMS^^ that they are in arrears with their bills and that unless a payment is made.

You will be provided with:

  • additional Overdue Invoice events pre-configured to align to your auto-suspension business rules
    • For notifying customers that their service(s) will be suspended due to non-payment (24 hour advanced warning)
    • for notifying customers that their service(s) have been restricted (is sent when the service is restricted)
    • For notifying customers that their services will be / have been restored.
      Due to timing of provisioning actions outside Emersion's control, Emersion cannot guarantee a notification regarding service restoration will be delivered before or after the service is physically reactivated.
  • Auto-suspend Administration screens where you will:
    • set up and configure automatic suspension rules
    • configure the days and times when automatic suspension can occur
    • configure when the services of a customer can be restored and reactivate the account.

Business Hours definition

Monday – Thursday

  • Suspensions/restrictions will occur between 9am and 6pm AEDST
  • Notifications will only be sent between 9am and 6pm AEDST.
  • Approximately 24 hours after Emersion sends the email notification, the customer’s service(s) will be restricted.

Friday

  • Suspensions/restrictions will occur between 9am and 3pm AEDST.
  • Notifications will be sent between 9am and 6pm AEDST. After 3pm AEDST all service restriction(s) will remain pending and applied the following Monday at 9am AEDST.
  • Approximately 24 hours after Emersion sends the email notification, the customer’s service(s) will be restricted.

Saturday

  • No notifications will be sent
  • Only suspensions that were scheduled prior to 3pm the previous Friday will be processed. This will happen at approximately 9am AEDST.

Sunday

  • No notifications will be sent
  • No automatic suspension or restrictions will be processed.

See Also

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