dunning faq v1

8/13/2019 Dunning Faq v1

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CDR PROJECT

DUNNING

FREQUENTLY ASKED QUESTIONS

BHARAT SANCHAR NIGAM LIMITED

(A GOVT OF INDIA ENTERPRISE)

O/o CHIEF GENERAL MANAGER, IT PROJECT CIRCLE

CHINCHWAD, PUNE 411019


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What is Dunning process?

It is the chain of actions involved for collection of dues from the defaulting

customers which involve IVRS reminder before disconnection, OG barring,

IC Barring and finally Permanent Disconnection (PD).

What is Baring (OG & IC Barring)?

OG Barring: Means disconnection of outgoing call facility on landline telephone,

Due to non-payment of bills/outstanding amount.

IC Barring: Means disconnection of Incoming Call facility typically after 15 days

from date of OG barring.

What is Unbarring?

Means reconnection of OG & IC call facility, after the dues have been paid bythe subscriber.

How SSA will Prepare itself for dunning?

1. All offline payments are to be noted in PMS system.

2. AO (Receipts)/ AO (Cash) should have reconciled payments for all counters at

the End of Day.

These two Parameters are must.

What SSAs have to do on the 1st Hour on the day of dunning?

1. Pending barring request in CLARITY shall be updated immediately by using

The Enterprise Reports. SSA Team to drive exchange in-charges.

2. Counter payment reconciliation by AOs at once for all counters

Which were pending for reconciliation ON PREVIOUS DAY.

Is manual unbarring (Reconnection) required?

Generally the answer is No. It is routine. Automatically done after receipt of

payments by PMS system. It will happen, ideally, when barring orders are not

pending at clarity, when payment is done.


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How reconnection is Automated?

PMS holds the information on barred customers. When barred customers make

payment and due amount falls below the threshold (amount), it triggers the

unbarring action by sending the Account No to (EAI), Enterprise Application In-tegrator System.

EAI sends it to CRM system to check the current status of the Account and ser-

vice ID and then forwarded to CLARITY, the Provisioning and Order Manage-

ment System.

Is credit Limit printed in the bill is controlling Dunning activity?

No. It has nothing to do with Dunning actions.It is for Credit Limit Monitoring (CLM) on unbilled usage.

What procedure to be followed when a Number is Not Reconnected?

1. Record the complaints in the excel sheet, (Record, Review and finally Reportto DC if necessary)

2. When Payment made?3. Whether outstanding has fallen below the threshold?4. Whether barring order completed in Clarity?5. Whether the customer has Broadband?

Ascertain all the facts and proceed as noted below.

What steps to be followed when Barring order not completed in Clarity?

Barring is automatic. But due to certain reasons it may fail. Switch in-chargehas to manually complete the action in switch and complete the order in clarityalso. This is the main area for reconnection complaints.

Whether the customer has Broadband?

Landline Barring and BB barring is considered as one transaction. Hence failurein BB barring / failure to update clarity system will also result in non reconnec-tion.

Broadband barring/unbarring order is to be completed manually in Broadbandsection. (NIB)


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What is batch reconciliation?

Tallying the cash/cheque etc & posting of the payments as a batch in PMS is re-

ferred to as BATCH RECONCILIATION. This can be done even after accepting asingle payment.

Do not wish to bar the Customer Automatically?

Change the credit class of the Customer as VIP in CRM system.Then all requests will come to AOTR for approval.

Do not wish to bar the Customer at all?

Change the credit class of the Customer as VVIP in CRM system. Responsibilitylies with SSA; the person who is changing the credit class is personally respon-sible for the collection of dues from such customers.

Wish to exclude the specific invoice from dunning?

Mark that specific invoice as disputed (whole or part of it) and approve thesame.

What can be done when a subscriber is wrongly billed?

1. Create necessary adjustments in time before dunning if the wrong bill is thecurrent invoice.2. If it is old invoice, mark that specific invoice as disputed (whole or part of it)and approve the same. In this case giving adjustment merely will not work.

Want immediate reply for critical issues?

Help Desk for CRM related assistance : 020-27373904 [OR] 27373823Help Desk for PMS related assistance : 020-27373921 [OR] 27373905

For dunning/payment related queries : DC Team 020-27373882020-27371786020 -27373910

****Please Note: Call queuing is there.


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General Advice.

Requested to unbar if necessary and fitting and mail the issues with SM DocketNumbers.

Caution?

Unbarring without actual receipt of payments may result in, occasional inconsis-

tent subsequent dunning actions.

So exercise restraint. Immediately follow-up for outstanding reconciliation. This

is an area having potential trouble as each time total o/s is coming for dunning

Customer has cleared last invoice fully but actually paid only after generation ofsubsequent invoice and still under barring status.

Dunning process is also based on payment allocation. If the first invoice is con-

taining deposit claim, there is a possibility that deposit still become an aged

outstanding thus liable for dunning action. So, customer has to be advised to

clear the invoice in full immediately to avoid further issues/penal actions in

dunning. These are potential cases for repeated reconnection complaints.

VIP Number not reconnected.

If payment is made on the same day of VIP Dunning approval, then automaticunbarring may probably fail. Please initiate unbarring for such cases after con-firmation of the same.

Nonpayment closure or PD, How it happens?

PD action will come to Commercial Officer for approval for all customers.

Note: Immediately after migration, to avoid any mistakes, COs shall be re-quested to be more vigil.

Debt ageing?

Days between Actual Invoice Date up to Dunning Process run date.


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What is Threshold Amount?

Threshold amount for various areas is as follows :RURAL: Rs 220

URBAN: Rs 500PT: Rs 100

IVRS calls, how many times the IVRS system makes calls? IVRS system calls may not be tried after 3 trials in case of failures.

When SSA Will get Dunning Intimation (i.e Disconnection schedules)?

Each CDR Zone got Dunning Calendar Or Debt age based Fixed Disconnectionschedule.

As it is fixed, no intimation is required each time to SSAs. This is not based ondifferent type of Customers. It is for all liable customers based on Debt ageingw.r.t execution date of dunning.

Ideally provisioned to happen daily from a later date.

The Dunning Calendar.

What is the VIP Dunning Process Flow?

Barring:Billing system ->CRM-> Clarity and PMS by FTP method and Unbar-ring in real-time.For VIP customers, OG/IC Barring actions come to inbox/work list of AOs TR in

CRM separately. Disconnection effected after approval the following day throughbatch files sent by CRM to CLARITY and PMS in this case.


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Normal Dunning Process Flow.

Barring: Billing system -> PMS and Clarity and CRM by FTP method.Automatic Unbarring: PMS->EAI->CRM->CLARITY->Billing

Manual Unbarring : CRM-> EAI->CLARITY->Billing

Missed the payment noting.

Order unbarring through CRM, immediately follow-up with the persons to notethe payment in the system to avoid future troubles.

Not able to raise unbarring request.

Check the message: [Msg] Pending at clarity!!

Check whether suspend is completed in clarity or still pending ;

If suspend order is completed Please raise SM Docket;

Even bulk cases can be attached to the ticket.

Whether Customer can know his Bills through IVRS?

No, but it can be viewed/downloaded from self-care website

What is the Self-care Website Address?

At present the WSC for four zones are as follows :1) North Zone : http://selfcare.ndc.bsnl.co.in2) West Zone: http://selfcare.wdc.bsnl.co.in3) East Zone: http://selfcare.edc.bsnl.co.in4) South Zone: http://selfcare.sdc.bsnl.co.in

How to cancel/give credit adjustment for the invoice after Dunning?

1)Unbar the customer if necessary and fitting.2)Create and approve (complaint) dispute and approve the AmountCRM->Complaints->Billing related;Select invoice in which claim is in excess/disputed and approve it.

dunning faq v1

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