Help Desk - Account Info

Created by Sagecom Support, Modified on Fri, 11 Aug, 2023 at 12:00 AM by Sagecom Support

Account Info

The Account Info page presents the user with a query screen to all existing accounts in the system. This interface is similar to one accessible from the Customer screen, and provides with exactly the same functionality, except the ability to display accounts of all existing customers.

Search filter

There may be a very large number of accounts in the system, so it is advisable to limit your search using the filter functionality.

Field	Description
Account ID	The primary identification for this account; an alphanumeric string. Note: the % wildcard symbol may be used.
Batch	Logical name for a group of accounts. Select from a list of all the customer’s batches to enable the batch update pane.
Ctrl#	Enter control numbers and/or number ranges separated by commas (for example: 1,3,8-12).
SIP Status	Default – ANY; this function allows you to display either logged-in or logged-out accounts only.

Advanced Search

In advanced search mode you can specify an unlimited number of search conditions and the system will fetch the relevant accounts. Click on Add a new search condition to add another condition.

Field	Description
Is	The value of the field in the customer information must match the search criteria exactly.
Begins with	The value of the field in the customer information must start with the specified value (e.g. if you enter the filter value “John”, customers with the names “John” and “Johnny” will be selected).
Contains	The value of the field in the customer information must contain the specified value somewhere (e.g. if you enter the filter value “Eric”, customers with the names “Eric”, “Erica”, “Maverick” and “American” will be selected).
Ends with	The value of this customer information field must end with the specified value (e.g. if you enter the filter value “smith”,customers with the last names “Smith” and “Hammersmith” will be selected).
Is empty	The corresponding field in the customer information must be empty.

All search operations are case-insensitive, so you can enter “Eric” as a search criteria and, even if the customer’s name was originally entered as “eric” or “ERIC”, you will still see him in the list.

All conditions work in conjunction, so in the case of multiple search criteria the customer’s record must satisfy all of them in order to appear in the result list.

During a search operation using auxiliary fields (e.g. fax) or the “contains” comparison, the database cannot use indexes. This will result in a full table scan, meaning an increased load on the server and a longer time to produce the final result. Please avoid using such search operations if not necessary.

By clicking on Back to simple search you can switch the form to its original mode.

Batch update section

The batch update pane can be activated by selecting a batch in the filter at the top of the page or by selecting a batch name from the list of customers’ accounts. The basic functionality of this update pane allows you to specify which attributes of all accounts in the results set should be modified. For example, in order to set the opening balance of all unused accounts to 10 USD, you should:

Check the box next to Opening Balance to indicate that this is one of the updates that should occur,
Enter “10” next to it,
Click the Update button at the bottom, and
Approve the changes when the confirmation dialog appears.

When the page refreshes, the changes will be reflected in the result listing.

NOTE: You can only change an opening balance before an account is used. This change will not be reflected in the xDRs. For example, if you create a prepaid account worth $10 and then realize that you actually sold it to a customer for $20 and then you add an extra $10 to the card, it will appear to the customer as if the card originally had $20 on it.

Field	Description
Account ID	The primary identification of this account; an alphanumeric string.
Ctrl#	Enter control numbers and / or number ranges separated by commas (for example: 1,3,8-12).
Accounts
Status	The status of the account. Please note that only one status is displayed although an account may inherit additional statuses from the customer. The status displayed depends upon priority. In the list below, the status priority is indicated in the parentheses. Number 1 corresponds to the highest priority. An account may have one of the following statuses: Expired (1) - An expired account is no longer active and cannot be used. To activate the account, define a new expiration date on the Life Cycle tab or manage the account from within the batch it belongs to. Screened (2) - 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. Click the Fraud protection tab to change the status to either Active or Quarantined. Quarantined (3) - 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. Click the Fraud protection tab to change the status to either Active or Quarantined. Closed (4) - The account has been closed and is only in the database for informational/regulatory purposes. No further activities are available for this entity. Inactive (5) - 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. To activate inactive accounts, manage them from within the batch they belong to. Suspended (6)- 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. To enable an account to use services, click the Change status button on the Edit Customer page for the customer whom this account belongs. Clear the Suspended box and define the precise date in the Lift the suspension until box. Customer provisionally terminated (7) - 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. To change the status of a customer, click the Change status button on the Edit Customer page and update the status to Restore Customer. Blocked (8) - The account has been manually blocked by an administrator; no services are provided until an administrator removes the block. The account still has access to its self-care pages. Blocked accounts are not subject to maintenance charges though subscription fees still apply. To unblock the account, either do it on the account’s info page or manage the account from within the batch it belongs to. Customer blocked (9)- 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 still has access to its self-care pages. Blocked accounts are not subject to maintenance charges though subscription fees still apply. To enable the account to use the services, remove the block from the customer. Not yet active (10) - 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. To activate the account, either define a new activation date on the Life Cycle tab or manage the account from within the batch it belongs to. Credit exceeded (11) - This indicates that the account’s balance is above the individual credit limit so no services are available. Once payment is made, all services are once again available. Customer credit exceeded (12) - 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. Overdraft (13) - 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. Customer has no available funds (14) - This status is inherited from the prepaid customer. Only subordinate credit accounts may have this status. When a customer’s funds reach zero value, services are no longer available. Once a payment is made and available funds increase, all services are again available. Zero balance (15) - Only debit accounts may have this status. When funds reach zero value, services are no longer available. Once a payment is made and available funds increase, all services are again available. Suspension lifted (16) - This status comes only from a customer. This status indicates that the customer’s account suspension has been lifted. Exported (17)- This status indicates that the account has been ported to a new installation. When an account has this exported status, it is not operational although its data is preserved for backup. To change the status of an account, click the Change status button on the account’s customer self-care page and update the status either to Active or Permanently terminated . Please note that if a customer is still activated in the old installation while active in the new one, they will be charged twice for services (i.e. subscription fee). To prevent this, the customer must be terminated in one of the installations. When no status is displayed, the account is active and services are available.
Ctrl#	Click using Ctrl#, or enter control numbers and / or number ranges separated by commas (for example: 1,3,8-12).