Customer and account statuses

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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 closedClosed 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 blockedBlocked 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.
3 suspendedSuspended 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.
4 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 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 provisional terminationProvisionally 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.
7 credit exceededCredit ‎ 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 no fundsNo 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 suspension liftedSuspension lifted This indicates that the customer’s suspension has been lifted (the ‘as of’ date is specified on the Change status button).
10 frozenPayment ‎ 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 exportedExported 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 Expired An expired account is no longer active and cannot be used.
2 screened 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.
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