Introduction

Important

• Regional, Long Distance and International toll charge disputes are handled by front line Customer Care
   
• These include per-call rates, calling plan rates and charge disputes for calls the customer claims not to have made
   
  • Toll charge adjustments issued reflect in the balance when monthly billing runs
     
  • Toll charge adjustments do not appear in Unapplied Adjustments on the ledger

See Rerate Phone Calls if you need assistance

Resolution Steps

BOLT Telephone Tab

• Click View Calls on the Phone Number line
   
• Select a bill from the Select Statement menu; for unbilled calls, choose Unbilled
   
  • The Call Type column filters by type
     
  • The Amount column filters by amount billed per call
     
• Call Detail by Rate Type / Class
   

  Rate Type	Class
  1  Direct Dial	1  Person to Person
  2  Third Number	2  Person Call Back
  3  Calling Card	3  Operator Station
  4  Collect Call	4  Dial Station
  5  Operator Assisted	5  operator Completed
  6  Paystation	6  0 + Calling Card, Auto-Collect, Auto-Third Number
  7  Person to Person
  8  Operator Verify
  9  Operator Interrupt

 

ICOMS Customer Telephone [TL] Screen

• Select the Phone Line and click Toll Inq
   
• Choose a Bill Statement and click Select; for unbilled calls, choose Unbilled on the left
   
• Select a Call and click Detail, then page down twice to find the Route Code
   
  • Local
  • Onterst / Interlt (Long Distance)
  • Oper Services (Operator)
     
• Directory Assistance calls display as (area code) 411-0000 with DIR ASST in the Place column