Managing Accounts and Viewing Bills

This chapter discusses how to manage accounts and view bills.

Managing Accounts

This section discusses how to:

Maintain account details.
Change payment details.
Manage account balances.
Manage account usage.
Manage bill history.
Maintain relationships.
Manage dispute history.
Maintain installed services.

Pages Used to Manage Accounts

Page Name	Object Name	Navigation	Usage
Account Details	RBT_ACCOUNT_PG	Customer Accounts, Account, Account Details	View account information, information generated by the billing system, payment information, and address information.
Account Balance	RBT_ACCT_BAL_PG	Customer Accounts, Account, Account Balance	View current and opening balances and dispute balances.
Account Usage	RBT_ACCT_USAGE_PG	Customer Accounts, Account, Account Usage	View current and opening balances and to dispute usage.
Bill History	RBT_ACTBILL_REL_PG	Customer Accounts, Account, Bill History	View a summary of billing history.
Relationships	RBT_ACCT_RELATION	Customer Accounts, Account, Relationships	View and add relationships.
Dispute History	RBT_ACCTCASE_VW_PG	Customer Accounts, Account, Dispute History	View dispute history, both billing and usage. Disputes can be generated in the self-service component or the Account Management component.
Installed Services	RBT_ACCTCASE_VW_PG	Customer Accounts, Account, Installed Services	View all installed services associated with the customer and the account.

Maintaining Account Details

Access the Account Details page.

Note. Most of the details on this page are read-only, except for payment details, address information, and account access question and answer. A change in payment and address details publishes a message to the billing system to effect these changes.

Account Name	Displays the name of the account owner as returned from the billing system.
Account Number	Displays the account number as returned from the billing system.
Status	Displays Active, Closed, On Hold, or Pending Activation. Change account status in the Service Management component.
Type	Displays the account type created in Order Capture. Valid values are Sponsoring, Sponsored, Parent, Subordinate, and Individual Account.
Parent Account	Displays the account ID of the parent account, if this is a subordinate account. This information is captured during order capture and passed on to the billing system.
Sponsoring Account	Displays the account ID of the sponsoring account, if this is a sponsored account. This information is captured during order capture and passed on to the billing system.

Current Billing Summary

These fields are all generated and returned by the billing system.

Last Bill ID	Displays the last bill ID returned by the billing system. This information is updated when the bill is generated in the billing system and the account is updated with the latest bill.
Last Bill Date	Displays the date that the last bill was generated. This information is returned by the billing system and is updated when the bill is generated in the billing system.
Current Bill ID	Displays the current bill ID returned by the billing system. This information is updated when the bill is generated in the billing system.
Current Bill Date	Displays the date that the current bill was generated. This information is returned by the billing system and is updated when the bill is generated.
Bill Start Date and Bill End Date	Displays the start and end date for the current billing period.
Next Bill Date	Displays the date that the next bill will be generated in the billing system.

Billing Details

These fields display details on the billing cycle.

Billing Cycle	Displays the billing cycle, usually monthly, which is generated and returned by the billing system.
Cycle Day	Displays an integer from 1 to 28. The cycle date is generated and returned by the billing system.

Payment Method

These fields display the current payment method for the account. The payment method can be changed, and the information is passed to the billing system.

Invoice	Select if the customer elects to be invoiced for this account.
Automatic Payment	Select if the customer elects payment to be automatically withdrawn from a bank account.
Account Number	Displays the number of the account designated for the automatic payment. This field is blank if automatic payment is not selected.
Bank Name	Displays the name of the bank. This field is blank if automatic payment is not selected.
Routing Number	Displays the bank routing number. This field is blank if automatic payment is not selected.
Credit Card	Select if the customer elects payment by credit card.
Credit Card Type	Displays the credit card type (Visa, MasterCard, American Express, Discover, or Diners Club/Carte Blanche). This field is blank if credit card payment is not selected.
Credit Card Number, Expiration Month, Expiration Year, First Name on Card,and Last Name on Card	Displays the number, expiration month, expiration year, and customer name on the credit card. These fields are blank if credit card payment is not selected.

Address Information

These fields display the address or addresses associated with the account. You can edit current addresses or add new addresses.

Primary	Select if this is the primary address for the customer.
Start Date and End Date	Displays the effective dates for the address.
Uses	Displays the purpose of the address, such as Business or Home.

Account Access Question

These fields verify the authenticity of the customer.

Access Question	Displays a question used by the CSR to authenticate the customer. This data is not sent to the billing system.
Access Answer	Displays the answer to the access question. This data is not sent to the billing system.

Changing Payment Details

Access the Accounts - Change Payment Details page.

Invoice

Select if the customer elects to be invoiced for this account.

Automatic Payment

Select if the customer elects payment to be automatically withdrawn from their bank account.

Account Number

Enter the number of the account designated for the automatic payment.

Credit Card

Select if the customer elects payment by a credit card.

Credit Card Type

Select the credit card type: (Visa, MasterCard, American Express, Discover, or Diners Club/Carte Blanche).

Credit Card Number, Expiration Month, and Expiration Year

Enter credit card information.

First Name and Last Name

Enter the customer's first and last name as it appears on the card..

Name as it Appears

Enter the full name of the customer exactly as it appears on the credit card.

Managing Account Balances

Access the Account Balance page.

Current Balance

Displays the balance current as of the last call to the billing system.

Opening Balance

Displays the balance at the start of the billing cycle.

Dispute Balance

Click to open a case with a case type of Bill Dispute. The dispute type is Balance Dispute.

A case is created if the threshold value for number of dispute cases (RBTMAXDISP) is not reached.

The dispute amount is adjusted immediately if the threshold value for maximum dispute amount (RBTMAXBALUSD) is not reached.

Get Balance

Click to retrieve the current balance from the billing system.

A synchronous request is sent to the billing system to fetch the latest account balance.

Managing Account Usage

Access the Account Usage page.

Current Balance

Displays the balance current as of the last call to the billing system.

Opening Balance

Displays the balance at the start of the billing cycle.

Resource

Displays the unit of measure, such as minutes.

Dispute Usage

Click to open a case with a case type of Bill Dispute. The dispute type is Usage Dispute.

A case is created if the threshold value for number of dispute cases (RBTMAXDISP) is not reached.

The dispute amount is adjusted immediately if the threshold value for maximum dispute amount in usage (RBTMAXUSAGEMINS) is not reached.

Get Usage

Click to retrieve the current usage numbers from the billing system.

A synchronous request is sent to the billing system to fetch the latest account usage information.

Managing Bill History

Access the Bill History page.

Bill Number

Displays the bill number returned by the billing system.

Amount

Displays the bill amount returned by the billing system.

Start Date and End Date

Displays the start and end date for the bill returned by the billing system.

Bill Due Date

Displays the bill due date returned by the billing system.

Get All Bills

Click to display all bills for this account.

A synchronous request is sent to the billing system to fetch the latest billing data.

Maintaining Relationships

Access the Relationships page.

The Relationships page shows the details of the relationships between the customer and the accounts.

Managing Dispute History

Access the Dispute History page.

Number

Displays the number assigned to the dispute.

Status

Displays Approved, Denied, Hold, or Pending.

Date Created and Date Closed

Displays when the dispute was created and resolved.

Dispute Type

Displays Bal Dispute (balance dispute), Usage Dispute, or Event.

Adjustment Type

Displays Credit or Debit.

Resource Type

Displays the unit of measure for the dispute: Dollars or Minutes.

Viewing Bills

The Account and Billing Framework allows CSPs to tightly integrate their external billing systems with PeopleSoft Enterprise CRM and display account and billing information in one application desktop. In the CRM system, account and billing information is viewable using both the Account and View Bills components.

This section discusses how to:

View bill details.
View bill items summary.
View bill item details and bill events.

Pages Used to View Billing Information

Page Name	Object Name	Navigation	Usage
Bill Details	RBT_BILL_PG	Customer Accounts, View Bills, Bill Details Click View Bill Details on the Bill History page	Use this page to view account information, bill summary and current charges.
Bill Items Summary	RBT_BILLITEMS_PG	Customer Accounts, View Bills, Bill Details, Bill Items Summary Click the View Bill Details button on the Bill History page, and select the Bill Items Summary page	Use this page to view the list of items in the bill.
Bill Item Details	RBT_ITEMDETAILS_PG	Click Fetch Bills on the Bill Items Summary page	Use this page to view the selected bill item in detail and create bill disputes.

Viewing Bill Details

Access the Bill Details page.

The Bill Details page provides information about the selected bill. Fields under Account Details are populated from the CRM system, whereas the rest are pulled from the billing application.

Account Number	The account number with which this bill is associated.
Account Name	The name of the owner of the account.
Bill Number	A unique bill identifier that is generated in the billing system.
Bill Status	The current status of this bill.
Start Date	The first day of the billing cycle.
Parent Bill ID	The billing ID of the parent account, which is generated in the CRM system.
End Date	The last day of the billing cycle.
Bill Due Date	The date by when this bill should be paid.
Previous Total	The total payment due from the last bill.
Currency	The currency used for Previous Total and Total Due fields.
Total Due	The account balance due.

Viewing Bill Items Summary

Access the Bill Items Summary page.

Bill Number

The unique bill identifier that is generated in the billing application.

Fetch Bills

Click to view the associated bill item in detail.

Viewing Bill Item Details and Bill Events

Access the Bill Item Details page.

Fields under Bill Item Details provides detailed information about a selected bill item. You can make bill disputes based on the item itself or its bill events (for example, phone call).

Item Status	The status of the bill item.
Total Received	The total amount received for the bill item.
Disputed Amount	The amount in the bill item that is in dispute.
Amount Adjusted	The adjusted amount.
Date Opened	The start date of the dispute.
Date Closed	The end date of the dispute.
Dispute Item	Click to dispute the individual bill item. A case is created if the threshold value for number of dispute cases (RBTMAXDISP) is not reached. The dispute amount is adjusted immediately if the threshold value for maximum dispute amount in bill event (RBTMAXEVENTUSD) is not reached.

Current Balance	Displays the balance current as of the last call to the billing system.
Opening Balance	Displays the balance at the start of the billing cycle.
Dispute Balance	Click to open a case with a case type of Bill Dispute. The dispute type is Balance Dispute. A case is created if the threshold value for number of dispute cases (RBTMAXDISP) is not reached. The dispute amount is adjusted immediately if the threshold value for maximum dispute amount (RBTMAXBALUSD) is not reached.
Get Balance	Click to retrieve the current balance from the billing system. A synchronous request is sent to the billing system to fetch the latest account balance.

Bill Number	Displays the bill number returned by the billing system.
Amount	Displays the bill amount returned by the billing system.
Start Date and End Date	Displays the start and end date for the bill returned by the billing system.
Bill Due Date	Displays the bill due date returned by the billing system.
Get All Bills	Click to display all bills for this account. A synchronous request is sent to the billing system to fetch the latest billing data.

Number	Displays the number assigned to the dispute.
Status	Displays Approved, Denied, Hold, or Pending.
Date Created and Date Closed	Displays when the dispute was created and resolved.
Dispute Type	Displays Bal Dispute (balance dispute), Usage Dispute, or Event.
Adjustment Type	Displays Credit or Debit.
Resource Type	Displays the unit of measure for the dispute: Dollars or Minutes.

Bill Number	The unique bill identifier that is generated in the billing application.
Fetch Bills	Click to view the associated bill item in detail.