HOW TO GUIDE WITH ABZORB REAL TIME USAGE ALERTS

Transcription

1 HOW TO GUIDE WITH ABZORB REAL TIME USAGE

2 WELCOME To The New CapZ Service From Abzorb Usage will be collected in real-time and alerts then sent to customers via text message or to let them know when they are nearing their monthly limit. This gives partners and their customers peace of mind that spend and data usage is calculated accurately based on RRP and updated on an hourly basis. Unexpected bills and bill shock can cause your customers unnecessary worry and distress. That s why we have created CapZ, a bill spend management tool which puts you and your customer in control of your data limits, so Partners can manage customers alerts in line with the new bill spend cap legislation. Our new data alert system allows you to see, monitor and control telecommunications spend. At Abzorb we know how important it is for our partners to actively manage their customer relationships. Over the past 20 years we have helped you to build long lasting relationships with your customers. Steve Beeby Managing Director This guide provides details on how to manage the following: Communications as individual as you are. It s in our DNA. Activate Settings, Overrides and Data Bundles Manage Notifications and SMS Alerts Enable/Disable Auto Barring and Change the Bill Spend Cap. 02. Monitor: Alerts: Cap:

3 Abzorb s New CapZ User Manual Customer Bill Cap And Auto Barring 05. Abzorb s New Call Alerts, Text Notifications And Auto Bars How Does It Work 07. Global Settings 09. Customer And Reseller Overrides 10. CLI Overrides 12. Group Data Bundles 13. At Abzorb we have more than 20 years experience, we re all about the best in communications whatever you need those to be. 13. Notifications And How To Manage 14. Notifications 15. What Can I Do If I Have Received A Notification? 16. SMS Alerting 17. Set SMS Alerting On CLIs Auto Barring 19. Bill Spend Cap 21. Set Bill Spend Cap At Point Of Connection

4 Customer Bill Cap And Auto Barring From 1st October 2018 every mobile provider must give new or re-signing customers the opportunity to set a limit on their bill spend before they start a contract. It s part of Spend Cap regulation in the Digital Economy Act BILL Bill Cap is part of Spend Cap regulation in the Digital Economy Act 2017 and is purely to apply a bar against s spent in a month. Bill Capped customers can t be billed above the Set Cap. AUTO BARRING Auto Barring is a more flexible measure of usage, measuring usage against 4 different measures, only barring the service that has hit any of the 4 trigger points. Spend is not restricted and all charges are billable. You re in charge freedom and flexibility putting you in the driving seat. Our bill monitoring tool, CapZ will help you manage your customers better, easier and faster. You will have the peace of mind that all of the usage data is 100% accurate because we calculate spend and usage based on RRP. 04.

5 Abzorb s New Call Alerts, Text Notifications And Auto Bars The 3 different levels of notifications are: 1. % BUNDLE ELIGIBLE MINUTES 1. GLOBAL This measures against all Outbound UK Calls and Roamed Calls covered by the tariffs bundle allowance within the current billing cycle. Global Settings These settings apply to all your customers, any changes here will affect all customers that do not have additional overrides. 2. % BUNDLE ELIGIBLE SMS 3. % BUNDLE ELIGIBLE DATA This measures against all UK Data, all EU Data and any other Roamed Data covered by the tariffs bundle allowance within the current billing cycle. 4. FINANCIAL VALUE Customer Overrides You may have clients that would like to receive notifications of usage and spend, here you can set specific values to be sent to your customer directly. Reseller Overrides You may wish to apply lower thresholds than those set in your Global Settings for specific customers, you can set Reseller Overrides to individual customer s accounts, and these values will be reported on instead of the Global Settings for those customers. 3. CLI Customer CLI Overrides The third level is the ability to set different values against all CLIs on an account, you could set different values to every CLI in a customer s account, and these can be set to override the Customer Overrides. In this table you will be able to manage the Bill Cap, SMS Alerting and Auto Barring. 05. Reseller CLI Overrides You may have clients that you wish to apply lower thresholds than those in your Reseller Overrides, you can set Reseller CLI Overrides to individual customer CLIs, and these values will be reported on instead of the Reseller Overrides for those customer CLIs. This measures against any traffic that has incurred cost within the current billing cycle. 2. CUSTOMER This measures against all UK SMS, all EU SMS and any other Roamed SMS covered by the tariffs bundle allowance within the current billing cycle. The 4 measurement criteria are:

6 How Does It Work We have added Z ALERTING Z ALERTING into the main Side bar, select to enter the tool. We Have Been Developing A New Portal Interface For You To Manage Your Client s Usage Alerts. We Have Created 4 Different Measurement Criteria Where You Will Be Able To Apply Up To 3 Different Levels Of Notifications. 06.

7 Global Settings Once in the landing page you will see the below, this first screen is where you will be able to set your Global Settings. Abzorb Solutions Ltd CapZ Alerting Settings 07.

8 Global Settings Select your reseller name so it highlights in pink, you can then amend and save the Global Settings. Selecting the reseller also makes the Customer tab appear, you can now select this tab to view all your reseller customers. All values in the Global Settings box can be amended, the values set here will be applied to every existing and new connection on your account, the values presented in the image below are Abzorb s default values. Abzorb Solutions Ltd CapZ Alerting Settings 08.

9 Customer And Reseller Overrides WHY CUSTOMER AND RESELLER OVERRIDES? Customer Overrides You may have clients that would like to receive notifications of usage and spend, here you can set specific values to be sent to your customer directly. Abzorb Solutions Ltd CapZ Alerting Settings Reseller Overrides You may wish to apply lower thresholds than those set in your Global Settings for specific customers, you can set Reseller Overrides to individual customer s accounts, and these values will be reported on instead of the Global Settings for those customers. On the Customer screen click on a customer to edit, you can now add and save the Customer and Reseller Overrides. If you have added both Customer and Reseller Overrides they will both appear in the customer table showing the default thresholds set. The values entered in the Reseller Overrides tab will override the Global Settings for this account. 09.

10 CLI Overrides CUSTOMER CLI OVERRIDES Abzorb Solutions Ltd CapZ Alerting Settings You may wish to apply lower thresholds than those set in your Reseller Overrides, you can set Reseller CLI Overrides to individual customer CLIs, and these values will be reported on instead of the Reseller Overrides / Global Settings for those customer CLIs. On this screen you will manage all settings and view the alert status, if a threshold has been hit a value will be shown in the Alert Status section, if a bar has been placed the Bar Status will be shown as ON. From here you can go to view usage of an individual CLI You can set different values against all CLIs on an account, and these can be set to override the Customer Overrides. In this table you will be able to manage the Bill Cap, SMS Alerting and Auto Barring RESELLER CLI OVERRIDES On the Customer screen click on a customer so it highlights in pink, selecting the customer makes a CLIs tab appear, you can now edit CLIs individually or in bulk on two different levels, Reseller Overrides and Customer Overrides. 10. When Editing the CLI values a popup shown below will appear in the same format as all other setting boxes with the addition of being able to switch ON or OFF. Bill Cap, SMS Alerting or Auto Barring

11 CLI Overrides NOTIFICATION STEPS Once the CLI hits the Notification Threshold an alert of usage is sent, the Notification Steps dictates when additional alerts will be sent, our current default is 5%, this means a user by default will be notified at 80%, 85%, 90% 95% etc. You can amend these to any step increment you like. Notification Steps can only be set for Data, Minutes & SMS, the Financial Value will be alerted every increment of the Notification Threshold, by default this would mean notifications will be sent at 70, 140, 210 etc. Abzorb Solutions Ltd CapZ Alerting Settings 11.

12 Group Data Bundles You don t need to give an individual allowance to all numbers in the group the other 2 numbers can be left as group only. Additional enhancements to group share data bundles is giving you the ability to mask the group allowance and set an allowance per user, for example a group of 6 connections with a 30GB shared plan may want to measure 4 users with a limit of 1GB you can allocate 1GB to each of the 4 users, alerts will be sent as though that value is the actual bundle size for that CLI. Abzorb Solutions Ltd CapZ Alerting Settings 12.

13 Notifications And How To Manage You will receive one daily for spend and a second for % notifications once the daily billing has completed, 7 days a week. The notifications being sent to your customers will pick up your own company branding not the colours in the below examples. notifications are sent for the Financial Value as per the example below, the content of this will also be stored on the portal against your partner account. NOTIFICATION Subject: CLI High Usage Alert for <reseller name>, Body test: Good morning, Please find a list of CLIs below that have exceeded their indicated usage threshold: Our unique offering provides 3 networks but just 1 contract and 1 bill and the freedom to change Your plan whenever you please. If you have any queries, please do not hesitate to contact us. 13.

14 Notifications notifications are sent for the % Bundle Eligible Minutes, % Bundle Eligible SMS and % Bundle Eligible Data notifications as per the example below, the content of this will also be stored on the portal against your partner account. Please note that where the cells are highlighted in Grey this relates to Shared (group) Usage. % NOTIFICATION Subject: CLI Bundle Usage Alert for <reseller name>, Body test: Good morning, Please find a list of CLIs below that have exceeded their Bundle usage threshold: 14. If you have any queries, please do not hesitate to contact us.

15 What Can I Do If I Have Received A Notification? Within the alerting screen we are adding a section where you can view a breakdown of your customers CLI usage, this screen will show a breakdown of the billed usage including costs. Abzorb Solutions Ltd CapZ Alerting Settings 15.

16 SMS Alerting The default Messages will read as below, the element of the message reading If this is unexpected, please contact can be amended to say anything you require to a max of 115 characters (including spaces), any more than this would result in the end user receiving 2 texts, if you are happy with 2 texts being sent each additional text will handle 153 characters. Text Alerting is another new addition to the Usage Monitoring tool, you can send a text message to every CLI on your account when a measurement criteria has been hit. TO ACTIVATE SMS ALERTING There will be an initial setup fee of to enable the service on your partner account, then a monthly service charge of which includes 1,000 text messages, and any additional text will be charged at 2.5p per message. Texts will be sent from a bank of numbers shared by all partners. If you would like dedicated numbers for your own partner account there will be a one off set-up fee of % BUNDLE ELIGIBLE MINUTES Message: You have used <xxx minutes> this month. If this is unexpected, please contact CustomerCare@Abzorb.co.uk 2. % BUNDLE ELIGIBLE SMS Message: You have used <xxx texts> this month. If this is unexpected, please contact CustomerCare@Abzorb.co.uk 3. % BUNDLE ELIGIBLE DATA Message: You have used <xxx Gb> this month. If this is unexpected, please contact CustomerCare@Abzorb.co.uk 4. FINANCIAL VALUE Message: You have spent < x.xx> this month. If this is unexpected, please contact CustomerCare@Abzorb.co.uk 16.

17 Set SMS Alerting On CLIs Within the Customer CLI overrides you can enable / disable SMS Alerting in bulk by simply selecting the CLIs to change and Select SMS Alerting Options then choose Enable or disable and submit, this will update all selected CLIs Abzorb Solutions Ltd CapZ Alerting Settings 17.

18 Auto Barring You can set CLIs to be Auto Barred when a CLI exceeds the Financial Value or exceeds 100% of the % Bundle Eligible Minutes or % Bundle Eligible SMS or % Bundle Eligible Data notifications. Abzorb Solutions Ltd CapZ Alerting Settings You need fast, accurate connections to stay in touch with staff nationwide, at Head Office or in satellite offices around the country; to schedule meetings; order supplies; organise on the move conferences. Within the Customer CLI overrides you can enable / disable Auto Barring in bulk by simply selecting the CLIs to change and Select Auto Barring Options then choose Enable or disable and submit, this will update all selected CLIs 18. The Usage Monitoring and Auto Barring Service is part of our CapZ tool to help reduce bill shock. We will use reasonable endeavours to create usage alerts and apply the Auto Bar, as soon as we become aware that the mobile number has reached the Auto Bar Threshold. However, in certain circumstances that are beyond our control, such as delays in call data being received from the network, overall charges may exceed the threshold and are still liable to be paid for under your Mobile Agreement terms & conditions.

19 Bill Spend Cap WHAT HAPPENS IF AN END USER REACHES THEIR BILL SPEND? If a customer hits the Spend Cap we will restrict any chargeable calls but will continue to allow the user to utilise the services included within their monthly subscription. Any further chargeable out-of-bundle usage may not be possible. If they use up their monthly allowance and any Bolt On allowance they may have, additional calls, texts and data usage may be barred. End users will always be able to make calls to emergency services from their mobile. For example: 10 worth of calls to 0870 numbers has used 1.5GB data and made 125 mins of UK calls would be: Barred from making all calls apart from Bundle eligible UK calls until all 500 mins have been used then outgoing calls will be barred and will be allowed to use data until the full 2GB bundle has also been used where a Data bar will be applied. A user would be able to amend the Bill Spend Cap whenever they wish to, this can simply be done by amending the Bill Spend Cap spend alert value. A user can either increase or reduce the Cap value, if reducing the user would not be able to reduce below the current spend and any unbilled costs incurred before the Cap was reduced will remain payable. The bill payer (or the end user, if authorised by the bill payer) may remove or revise the Bill Spend Cap by calling the Resellers customer service team who can manage the request through the Abzorb Partner Portal. A bill payer may not amend their Bill Spend Cap if it has or is likely to reach the Bill Spend Cap. In such circumstances, the Bill Spend Cap may only be removed or increased provided that the bill payer has agreed to pay any unbilled charges. The bill payer (or the end user, if authorised by the bill payer) must agree in writing to pay for any charges incurred that have been made above the agreed bill cap before the Bill Spend Cap can be removed. This must have been communicated to the reseller in writing in accordance with the new legislation. AMENDING THE BILL SPEND WHAT CAN THE BILL PAYER (OR THE END USER, IF AUTHORISED BY THE BILL PAYER) DO IF THEY REACH THEIR BILL SPEND LIMIT BUT WANT TO MAKE ADDITIONAL CHARGEABLE USAGE? A CLI has 500 Mins UK calls and 2GB Data and a cap of 10 makes: BAR CHANGES By removing the Bill Spend Cap, the Reseller is confirming that they have such agreement from the bill payer to remove the Bill Spend Cap. Yes, any value from 0 can be applied. Customers can also choose to have no spend cap at all. CAN A CUSTOMER CHOOSE ANY VALUE OF BILL SPEND? If the Reseller removes the Bill Spend Cap without such authority from the bill payer, the Reseller will be responsible for any charges incurred above the Bill Spend Cap which has been removed without proper authority in place. 19.

20 Bill Spend Cap WHAT WILL I SEE WHEN I AMEND OR REMOVE A BILL SPEND ON THE PARTNER PORTAL? The portal will show the following message when amending the Bill Spend Cap: Once a day, the bill payer (or the end user, if authorised by the bill payer) can add, remove or reduce their Bill Spend Cap at any point by calling the resellers customer service team who can manage the request through the Abzorb Partner Portal. A temporary call and data bar (the bar) has been applied to number 07xxxxxxxxx because the agreed Bill Spend Cap of xxx.xx has been exceeded. Bill Spend for the above account is currently estimated at xxx.xx for usage up to yyyy-mm-dd hh:mm:ss.*. Adding and reducing a Bill Spend Cap will take affect at 12:00pm on the next working day. Total cost to date: xxx.xx Removing a Bill Spend Cap can take up to 24 hours to take effect. If you wish for the Bar to be removed in relation to the above account, the bill payer (or the end user, if authorised by the bill payer) must agree in writing to pay any unbilled usage before the Bar can be removed. If the bill payer does not agree to pay any unbilled usage (the current amount of which is set out above but may be more), then the Bar will remain in place and the bill payer will only be billed up to the agreed Bill Spend Cap. PLEASE READ CAREFULLY By removing the Bar, you are agreeing: you have authority on behalf of the bill payer to remove the Bar; the bill payer has agreed that they will be responsible for and have agreed to pay any unbilled usage up to the time the Bar was put in place; you have received this authority in writing from the bill payer; if you do not have authority or agreement and you remove the Bar, you as the Reseller agree to be liable for any further incurred charges. Where it becomes clear that the bill payer is abusing this system in order to avoid call charges, attempting to circumvent the payment of due charges or is making excessive requests (for example, a bill payer has requested a Bill Spend Cap to be increased and then reduced more than a reasonable number of times in a week (Yo-Yo requests)) then Abzorb may, at its sole discretion, extend the period of time that it takes to implement the relevant Bill Spend Cap and/or refuse to implement the Bill Spend Cap due to abuse of the system. 20. Until the Bill Spend Cap is in place, a bill payer shall remain liable for any unbilled charges up to the time that the Bill Spend Cap becomes effective, even if this means that the Bill Spend Cap is exceeded. For each monthly billing period, we ll apply the Bill Spend Cap which is active at the end of the month to the entirety of that billing period (subject to the above if the bill payer has reached their Bill Spend Cap). *Please Note! The estimated cost is based on the latest data feed we have received from the network. Further charges may have already been incurred. Only the bill payer can amend, remove or add a Bill Spend Cap unless the end user is authorised by the bill payer to do so. HOW OFTEN CAN CUSTOMERS CHANGE THEIR BILL SPEND?

21 Set Bill Spend Cap At Point Of Connection The below screen is the screen you see when amending a connection after a connection has been added or a bulk upload of connections has been completed, you will need to Tick to confirm bill capping has been offered, orders cannot be submitted without ticking this box. Then select whether the end user wants the Cap ON, default will be OFF, then enter the value of the spend Cap. The below screen is the screen you see when adding a single connection, you will need to Tick to confirm bill capping has been offered, orders cannot be submitted without ticking this box. Then select whether the end user wants the Cap ON, default will be OFF, then enter the value of the spend Cap. To enable the Bill Spend Cap to be setup at point of connection we will also incorporate into the order process where the Bill Spend Cap can be set when the order is generated. The Bill Spend Cap will only be available on the tariffs available within the latest Mobile Tariff Guides. 21.

22 Please Do Not Hesitate To Contact Us Mark Riddell, Head of Indirect Channel m: Chris Brady, Business Development Manager m: Spencer Davies, Business Development Manager m: Kenny Neill, Business Development Manager m: For support outside of normal hours: Mobile Bill Spend CapZ Terms Talk to a Human with true 24/7 support like you ve never seen before View CapZ T&C Armytage Road, Brighouse, HD6 1QF 22.