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Customer statuses

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Please note that when no status is displayed, the customer is active and their services are available. The status displayed depends upon priority. In the list below, the status is indicated in the Priority column. Number 1 corresponds to the highest priority. A customer may have the following status:

Priority Status Description
1 Closed The customer’s account has been closed and is only in the database for informational/regulatory purposes. No further operations are possible with this entity.
2 pXEYgm3hDLbHvpOu0dqd9RJvKIeFwnZwAAAABJRU5ErkJggg==Blocked The customer has been blocked by the administrator; no call services are provided until the administrator removes the block. The customer has no access to self-care pages. Blocked customers are not subject to maintenance charges but subscription fees still apply.
a resellerBlockedReseller blocked The reseller’s subcustomer is blocked because the reseller has been blocked by the administrator (this status is inherited from the reseller). No call services are provided until the administrator removes the block from the reseller. Subscription fees still apply. The customer has no access to self-care pages.
3 MaB39AmcMgnhAXQbUAAAAAElFTkSuQmCCSuspended Services for this customer have been suspended because of an overdue invoice. Once payment is received (either an online payment or periodical payment, or the administrator enters a cash/check payment manually) in an amount that covers the overdue invoice, the suspension is automatically lifted.
a resellerSuspendedReseller suspended Services for the reseller’s subcustomer have been suspended because of a reseller’s overdue invoice (this status is inherited from the reseller). Once payment that covers the overdue invoice is received from the reseller, the suspension is automatically lifted.
4 c serviceLimited Service limited This indicates that this customer receives a limited amount/volume of services (e.g., lower Internet speed) due to an overdue invoice(s). The customer can still dial emergency numbers and receive incoming calls, though regular recurring charges apply. Once payment is received (via online payment, periodical payment, or an administrator inputs/sends a cash/check payment manually), the limitation is automatically lifted. The administrator can lift service limitation temporarily in the Change Status window (turn off the Service limited toggle switch and set a date in the Lift the service limitation until field).
5 Service limitation lifted Service limitation delayed This shows that the customer service limitation has been administratively delayed. It means the customer can use their services on a full scale until a specific date, set in the Change Status window. If the overdue invoice is still unpaid on the due date, the Service limitation delayed status will change back to Service limited (e.g., the Internet speed will become slower again). The administrator can change the date and thus postpone the service limitation as many times as needed. Once payment is received (via online payment, periodical payment, or an administrator inputs payment manually), the status will automatically change to Active.
6 Provisionally terminated Once a customer is provisionally terminated, all services are terminated. There still exists the option to reactivate the services that were disconnected if the customer changes their mind. The default period for reactivation is 30 days, however, this value can be adjusted within the customer class.
a resellerProvisionallyTerminatedReseller provisionally terminated The reseller’s subcustomer and their services are terminated since the reseller is provisionally terminated. If the administrator reactivates the reseller’s record, the subcustomers’ services are also reactivated.
7 Gk79uvh5ZAAAAAElFTkSuQmCCCredit ‎ exceeded This indicates that the postpaid customer’s balance is above his credit limit, so he will not be allowed to make any outgoing calls unless they are free calls (e.g., toll-free numbers).
8 Gk79uvh5ZAAAAAElFTkSuQmCCNo available funds This status is only for prepaid customers. When a customer’s funds reach a zero value, services are no longer available. Once a payment is made and available funds increase, all services are once again available.
9 eMDFThZqiBwAAAAASUVORK5CYII=Suspension lifted This indicates that the customer’s suspension has been lifted (the ‘as of’ date is specified on the Change status button).
10 hZQAAAABJRU5ErkJggg==Payment ‎ frozen This indicates that the customer’s auto-payment has been suspended due to repeated errors (e.g., credit card cancellation).
11 Spending limit reachedSpending limit reached This indicates that the customer’s daily spending limit has been reached. The spending limit is renewed at 00:00:00 every day, so once the limit is renewed, the Spending Limit Reached status is lifted from the customer.
12 Exported This status indicates that the customer has been ported to a new PortaOne installation. When an account has this exported status, it is not operational although its data is preserved for audit purposes.
13 export-in-progress-billing-pausedExport in progress (billing paused) This status indicates that this customer is currently in the process of migration to the target system with Dual Version PortaSwitch. It means that billing processes for this customer are paused: PortaBilling can’t close the billing period, calculate taxes, and generate invoices. Subscription charges won’t apply. The administrator can’t void, recalculate and re-issue invoices. However, they can change the customer information such as contact details, credit limit, payment method, etc. The customer can use their services and access the self-care interface (as it was on the source system before the migration). Once the migration is finished, the Export in progress (billing paused) status is automatically changed to the customer’s pre-migration status, e.g., Active or Suspended.

Customer statuses and service availability

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In the tables below you can see whether services are allowed or denied depending on a customer status, a type of service, and overdraft protection settings.

  1. The Overdraft Protection setting for the accounts’ product is the following: the Remaining balance requirement option is set to No Restriction (the default behavior).

    Customer status Type of service
    Toll-free Chargeable
    Credit exceeded/No available funds allowed
    The toll-free services are denied for accounts under reseller customers if the reseller’s credit limit is exceeded.
    denied
    The chargeable services are allowed for debit accounts.
    Spending limit reached denied denied
    Blocked denied denied
    Suspended/Service limited Service availability depends on the Allow zero charged services for suspended users option. When the option is disabled, no services are provided to end users. When the option is enabled, only toll-free services are available.
    Suspension lifted allowed allowed
    Payment frozen allowed allowed
    Provisionally terminated denied denied
    Closed denied denied
    Exported denied denied
    Export in progress (billing paused) Service availability on the target system is the same as on the source system before the migration.
  2. The Overdraft Protection setting for the accounts’ product is the following: the Remaining balance requirement option is set to Positive amount available.

    Customer status Type of service
    Toll-free Chargeable
    Credit exceeded/No available funds denied denied
    Spending limit reached denied denied
    Blocked denied denied
    Suspended/Service limited Service availability depends on the Allow zero charged services for suspended users option. When the option is disabled, no services are provided to end users. When the option is enabled, only toll-free services are available.
    Suspension lifted denied denied
    Payment frozen allowed allowed
    Provisionally terminated denied denied
    Closed denied denied
    Exported denied denied
    Export in progress (billing paused) Service availability on the target system is the same as on the source system before the migration.

Reseller statuses affect service availability in the same way, assuming that accounts do not inherit additional statuses from their customer (i.e., the customer is active and can use the services).

Account statuses

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Please note that only one status is displayed in an account although the account may inherit additional statuses from the customer. The status displayed depends upon priority. In the list below, the status is indicated in the Priority column. Number 1 corresponds to the highest priority. An account may have one of the following statuses:

Priority Status Description
1 Expired An expired account is no longer active and cannot be used.
2 Screened This indicates that suspicious activity has been detected. If an account makes a call from what a service provider defines as a high-risk location, the status is changed to Screened. The account is then connected to a screening IVR where additional credentials must be provided to prove that this is, indeed, a legitimate user. On-net calls, however, are still available.
3 Quarantined This means that after being screened, this account was unable to supply valid credentials and is still generating many call attempts. In order to reduce the load on the network, all off-net call attempts are automatically blocked. However, on-net calls are still available.
4 Closed The account has been closed and is only in the database for informational/regulatory purposes. No further activities are available for this entity.
5 zBORD2y5cAAAAASUVORK5CYII= Inactive All debit accounts with Prepaid cards and Vouchers that are created via the Account Generator begin with this inactive status to prevent misuse of services. The accounts can only be used to access the service once they are manually activated.
6 a suspended 1 Suspended This status is inherited from the customer. Services for this account have been suspended due to customer non-payment. Once payment of an amount that covers the overdue invoice is received, the suspension is automatically lifted.
7 a customerProvisionallyTerminated 1 Customer ‎ provisionally ‎ terminated This status is inherited from the customer. Once a customer is provisionally terminated, services are unavailable for their accounts. The option to reactivate disconnected services so that they are available as before still exists.
8 Blocked old Blocked The account has been manually blocked by an administrator; no services are provided until an administrator removes the block. The account has no access to its self-care pages. Blocked accounts are not subject to maintenance charges though subscription fees still apply.
9 a customerBlocked 1 Customer ‎ blocked This status is inherited from the customer. The customer has been manually blocked by an administrator; no services are available until an administrator removes the block. The account has no access to its self-care pages. Blocked accounts are not subject to maintenance charges though subscription fees still apply.
10 kMlDOQ3wAAAAASUVORK5CYII=Not yet active This status indicates that the account’s activation date has not yet occurred. The account will be automatically activated on a future predefined date. While the account is inactive, activities are unavailable.
11 a zeroBalanceCredit ‎ exceeded This indicates that the account’s balance has gone above the individual credit limit and services are no longer available. Once payment is made, all services are once again available.
12 a customerHasNoAvailableFunds Customer ‎ credit exceeded This indicates that the customer’s balance is above the credit limit so services are no longer available. Once payment is made, all services are once again available.
13 Overdraft Overdraft status is assigned to debit accounts only. Once an account’s balance is overdrawn, services are no longer available. Once payment is made and available funds increase, all services are again available.
14 a customerHasNoAvailableFunds Customer has ‎ no available ‎ funds This status is inherited from the prepaid customer. Only subordinate credit accounts may have this status. When customer’s funds reach a zero value, services are no longer available. Once payment is made and available funds increase, all services are once again available.
15 a zeroBalance Zero balance Only debit accounts may have this status. When funds reach a zero value, services are no longer available. Once payment is made and available funds increase, all services are again available.
16 a suspensionLifted Suspension ‎ lifted This status comes only from a customer. This status indicates that the customer’s account suspension has been lifted.
17 Service limited Service limited The account can only inherit this status from the customer. The account receives a limited amount/volume of services (e.g., lower Internet speed) due to the customer’s overdue invoice(s). The account can still dial emergency numbers and receive incoming calls, though regular recurring charges apply. Once payment is received (via online payment, periodical payment, or an administrator inputs payment manually), the limitation is automatically lifted both from the customer and the account.
18 Service limitation lifted Service limitation delayed The account can only inherit this status from the customer. It shows that the customer service limitation has been delayed, and the account can use the services without limitation until a specific date (set on the customer record). If the overdue invoice is still unpaid on the due date, the Service limitation delayed status will change back to Service limited (e.g., the Internet speed will become slower again). Once payment is received (via online payment, periodical payment, or an administrator inputs payment manually), the status will automatically change to Active both for the customer and the account.
19 a Exported This status indicates that the account has been ported to a new PortaOne installation. When an account has this exported status, it is not operational although its data is preserved for backup.

When no status is displayed, the account is active and services are available.

Beneficiary accounts

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You can separate service and billing configuration for particular accounts. Accounts with only a service configuration are called beneficiary accounts. Beneficiary accounts are linked to regular accounts and inherit their billing configuration – balances, quotas, and tariff rates. In other words, a regular account “sponsors” its beneficiaries.

create beneficiary account

When a beneficiary account uses the service, charges and quota consumption apply to the sponsor. Likewise, the xDRs are created for the sponsor although the beneficiary is the actual user of the service.

beneficiary account xDRs

In contrast with using account aliases, beneficiary accounts can have an individual service configuration (e.g., their own SIM card, individual extension, or different service policy). You can only configure the service features for the services included in the sponsor’s main product. Customer can access the self-care portal for their beneficiary accounts to configure the individual service features. For example, to configure the auto-attendant on a beneficiary account’s self-care portal. Beneficiary account owners can also access their self-care portal where they can edit their personal info, IVR language, or change their call forwarding settings at any time.

 An administrator can add and manage beneficiary accounts via both the web interface and the API. Resellers can currently operate with beneficiary accounts via the API only.

The table below compares the sponsor and beneficiary accounts in terms of their activity:

Activity Sponsor accounts Beneficiary accounts
Account configuration Any account automatically becomes a sponsor as soon as a beneficiary account is created under it. To switch off sponsorship for the account, terminate all of its beneficiaries. A beneficiary account can only be created from scratch under a regular account. You cannot convert a beneficiary account into a regular one or make it a sponsor.
Service configuration Can have an individual service configuration that is different from the beneficiaries. Can have an individual service configuration (e.g., enable voicemail or assign a different access policy). You can override the service features at the account level.
Product configuration change Allowed. You can change/modify the main product (e.g., add a new service or change the tariff), assign/remove add-ons. Forbidden as the beneficiary account inherits its product configuration from the sponsor.
Volume discount plan usage Shares its volume discount plans with all its beneficiaries. You can add volume discounts, quotas and service wallets. Uses the volume discount plans assigned to the sponsor. When a volume discount plan is finished or the CLD is not included in the destination group set, charges apply to the sponsor.
Subscription assignment Allowed via add-ons and also directly. All recurring charges apply to the sponsor. Restricted. The sponsor account bears the recurring charges of its beneficiaries.
xDR history Includes its own xDRs and xDRs created on behalf of all beneficiaries. These xDRs contain the beneficiary account ID. Shows the sponsor’s xDRs created on behalf of a beneficiary account.
Balance and payments Sponsor accounts see their own balance/available funds. Account owners can make credit card payments and top-ups via vouchers. Beneficiary accounts see their sponsors’ balance. Account owners are forbidden to make payments and top-ups.
Life cycle Independent from beneficiaries. When a sponsor account expires, services for beneficiaries are blocked. Independent from sponsor. The date of the last usage is updated for both sponsor and beneficiary accounts. The account’s expiration does not affect service availability for the sponsor.
Status change Any status change affects service availability for both sponsor and beneficiary accounts. For example, when a sponsor is blocked, services are denied both for it and for its beneficiaries. The status of the beneficiary account does not affect its sponsor yet the beneficiary account is subject to the sponsor’s status change.
Self-care access Allowed. Allowed.
API access under account realm Allowed. Allowed for the activities of a beneficiary account.

With beneficiary accounts, you can offer shared buckets to your business customers and let them optimize their service consumption. For example, let your business customers share quotas among a certain set of their accounts (e.g., grant 500 minutes of international calls for all employees in the Sales department while the Support department receives 100 minutes). To meet the customer’s request, your administrator creates a sponsor account for the Sales department, assigns a 500-minute quota to it, and then creates the appropriate number of beneficiary accounts under it. Likewise, your administrator creates sponsor and beneficiary accounts for the Support department with the 100-minute shared quota assigned to the sponsor. As a result, customers optimize their service consumption and their customer experience improves.

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