Customer

On this panel, you can change customer details. To save the changes, click Save.

Depending on their status, a customer may have full, restricted, or no access to their services.

The possible statuses are:

• Open (no icon) – the customer is active and their services are available.
• Provisionally terminated – a customer can be provisionally terminated after the grace period for paying overdue invoices expires. When provisionally terminated, all of a customer's services stop, although their data remains in the database so an invoice can be issued for the last billing period before termination. You can reactivate the customer's services if the customer changes their mind later on. The default period for reactivation is 30 days, but this can be changed in the customer class. If not reactivated, a customer’s status automatically changes to Closed.
• Closed – the customer has been permanently terminated and is only in the database for informational/regulatory purposes. No further operations are possible with this record.
• Service limited – this status is used to trigger a provisioning event to an external system (e.g., PCRF), so that it can apply the necessary service restrictions (e.g., disable roaming internet) for non-payment. Note that this status itself does not block real-time service authorization by PortaBilling. The Service limited status is removed automatically once the overdue balance is fully paid.
• Service limitation delayed – this status indicates that the customer’s service limitation has been manually lifted by the reseller admin until a specified date. The customer continues to use their services normally during this period. After the specified date, the system applies the Service limited status if the overdue balance is still unpaid.
• Suspended – services for this customer are suspended because of an overdue invoice. A customer may also get suspended if their funds are insufficient to cover subscription charges. You can configure this in the customer class settings. You cannot undo a customer’s suspension manually. However, you can delay the suspension for several days to attend to customer needs (e.g., allow the customer to use the service over the weekend, although their overdue invoice must be paid in full early Monday morning, without exception). Once the overdue amount is paid, the suspension is lifted automatically.
• Suspension delayed – this status indicates that the customer’s suspension has been manually lifted by the reseller admin until a specified date. The customer continues to use their services normally during this period. After the specified date, the system applies the Suspended status if the overdue balance is still unpaid.
• Credit exceeded – this status is only applicable to postpaid customers. It means that the customer's current balance (debt) is higher than the credit limit value. The customer can't use paid services, though complimentary services (e.g., calls to toll-free numbers) remain available.
• No available funds – this status is only applicable to prepaid customers. When a customer’s funds reach zero, services are no longer available. When the customer makes a payment and available funds increase, all services are again available.
• Payment frozen – the customer's auto-payment has been suspended due to repeated errors (e.g., credit card cancellation).
• Spending limit reached – a customer receives this status when their daily expenses reach the defined limit. The spending limit is renewed at 00:00:00 each day. Once the limit is renewed, the Spending limit reached status is lifted from the customer.
• Blocked – the customer has been blocked by the reseller admin; no services are provided until the reseller admin removes the block. Blocked customers have no access to self-care web pages. For blocked customers, charges for service usage are not applicable; however, subscription fees and fees for assigned DID numbers will still apply.
• Export in progress (billing paused) – this customer is currently in the process of migration to the target system with Dual Version PortaSwitch. The 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 reseller admin can’t void, recalculate, and re-issue invoices. However, they can change customer information such as contact details, credit limit, payment method, etc. The customer can use their services and access the self-care web interface (as it was on the source system before the migration). Once the migration is finished, the status is automatically changed to the customer’s pre-migration status, e.g., Active or Suspended.
• Exported – this customer has been ported to another installation in Dual Version PortaSwitch. A customer with this status is not operational here. Their data is kept for audit purposes.

A customer's status can change automatically when triggered by specific events, such as exceeding the credit limit.

You can also assign some statuses manually. To change a status, click Change status. The Customer status change window opens, where you can:

• View the current status.
• Change the status to blocked, provisionally terminated and/or permanently terminated.
• When you change the customer status to “Provisionally terminated”, the date of the permanent termination is calculated automatically based on the value in the Permanently terminate customers after the provisional termination option (by default, 30 days). You can manually set an earlier date for permanent termination.
• Remove the customer's personal data from the system completely. Thus, you comply with the GDPR requirements for personal data processing. Schedule the removal of personal data immediately upon customer termination or after the specified storage period (e.g., to keep personal data until the limitation period expires).
• Restore the customer from being blocked, provisionally terminated, or exported.
• Lift the suspension until the defined date.
• Initiate invoice generation.
• View a list of scheduled changes.

Click Apply when you are done.

The customer’s name.

Click Sign in to sign in to the customer portal on behalf of the customer.

This shows the customer’s current debt (for postpaid customers) or available funds (for prepaid customers).

Hover over Info to view:

• Balance control – this is the customer's balance model. It is either prepaid (the customer first pays for the services and then uses them) or postpaid (the customer pays for the services at the end of their billing period). You cannot change the customer's balance control for saved customers.
• Credit limit – this is the credit limit set for the customer (for postpaid customers). When the customer's balance reaches that credit limit, the customer is no longer allowed to use the services.
• Business model – this is the business model chosen for the customer. It defines which type of service the customer uses (for example, cloud PBX, internet access, etc.). You cannot change the business model for saved customers.

To adjust the customer's balance, click Balance adjustment and follow the steps in the Balance adjustment wizard that opens.

The customer's total overdue invoiced amount.

This is the customer class chosen for the customer.

A customer class defines a set of parameters shared by a certain category of customers. For example, you can define separate classes for retail customers and other business customers, each with parameters relevant to that class. After that, simply assign the appropriate customer class to each customer category to ensure that they all have the same parameters (such as grace period, invoice template, taxation, notification list, etc.).

To change a customer class, select a new one from the list. Note that all current settings and the custom data will be lost.

Click Show to open the customer class details. Note that your changes to the customer class will apply to all customers in this customer class.

This opens a group of tabs where you can manage customer contact details, self-care portal access, agreements, and additional information.

This opens a group of tabs where you can manage this customer's accounts, account batches, sites, and DID numbers.

Click xDRs to open the customer’s recent xDRs or archived xDRs.

This opens a group of tabs where you can manage voice call settings, e.g., dialing rules, and activate/deactivate various features.

You can set up rules for handling incoming calls that meet specific conditions. This opens a group of related tabs: Policies, Modes, Response messages, Time filters, Caller numbers (From), Called numbers (To).

This opens a group of tabs where you can manage fraud protection tools for this customer (traffic monitoring and IP-based protection).

Open this to manage the subscriptions assigned directly to this customer.

Open this to view the bundle assigned directly to the customer, check its usage details, and apply top-ups.

Open this to override a customer tariff with a new tariff that contains a handful of rates specific to the current customer.

Open this to configure the metrics to measure the resources allocated to this customer and define which charges apply based on their resource consumption. You can also browse the measured resources statistics in the form of graphs.

This opens a group of tabs where you can view the customer’s outstanding balance, invoice settings, credit limit, and e-payment options.