Suspended Service as a Result of Unbilled Calls Article no. 1866

Introduction

• Research accounts for bill usage (unguided traffic) on a telephone number that is not being billed 
  
  
• If an account is not associated with the phone number, it is 911 suspended

Resolution Steps

Locate the Phone Number on an account in BOLT:

• If notes referring to ***UNGUIDED TRAFFIC*** are displayed, the account is suspended

If no account is found, create a BOLT Case 

• Fill out the information as described below and click Submit
   

  Record Type	Non Technical
  Reason	Bill / Invoice Questions or Issue
  Reason Detail	Dispute Call Usage
  Case Reason	Call Usage Dispute
  Destination Queue	Credit Department
  Include in Notes	Phone Number, Name and Address