Account Status - Managing Account Statuses

Owned by Mahnoor Khan (Deactivated)
Last updated: Mar 03, 2023 by Micah Gallant
5 min read

Summary

This article describes and provides examples for updating account status, including canceling, disabling, suspending and enabling accounts.

Viewing / Adding / Deleting Account Status

Viewing Account Status Types

  1. Load the Setup page

  2. Under the Accounts and Roles section select the Account Status Types option

Default Account Statuses

The following are the default Account Status' that exist in EngageIP.  You can however create any type of status that you require

  • Active - the default setting Accounts will be provisioned and billed when in this state

  • Cancelled - will cancel the account and all packages associated with it. Accounts are not provisioned or billed when in this state. Packages will stay as 'Active' but their back end status will recognize that the account is canceled and will not bill out going forward until the account is enabled again or you manually bill the packages by way of 'Bill Account' option on tools page

  • Suspended - will place the account in a suspended state. Packages and configuration options associated with the account will not be affected but rather suspended until manually changed. This is ideal in a VoIP implementation where an account is past due and you want to suspend service until the balance is updated.  This will prevent the system from removing the account configuration from your switch. Furthermore, accounts will still be provisioned but not billed when in this state. NOTE: As of 9.3.6 and prior, user packages will not bill however Usage will still bill. Billing only filters out ‘Cancel’ type back end status, not suspended statuses

  • Prospect - this is an initial status used for accounts that are not yet ready to bill or provision. Accounts in this status will not do anything. Once the status is changed, it cannot be changed back to this status
    Note: Emails still get sent via tickets to accounts who have a back-end status of prospect

  • Show in Account Statistics - if enabled the status type (Active, Canceled, Prospect, Suspended) will appear on the AdminPortal sidebar under the 'Account Statistics' heading. If you have more than one Account Status Type with the same Status selected the values will be added together under the Account Statistics heading (assuming this 'Show in Account Statistics' option is enabled for each Account Status Type)

Adding Account Status Types

  1. Load the Setup page

  2. Under the Accounts and Roles section select the Account Status Types option

  3. Click the Add button

  4. Enter a descriptive name for the User Status Type in the Name field
    Note: Required fields include RED field label names. Validation is also applied to these fields. If the label remains red the value entered is not valid and the form will not be saved. All other fields are optional (black label field names) and may be left blank

  5. From the Status pick list select the appropriate option
    Note: These statuses are the available 'back end' status which effect how accounts act in terms of billing, provisioning, etc.

  6. If desired, customize an image to post on accounts for each Account Status located in the Image URL field

  7. Click Save to save the account status type, or Save/New to save the status type and create another

Deleting Account Status Types

  1. Load the Setup page

  2. Under the Accounts and Roles section select the Account Status Types option

  3. Select the check box next to the status type to be deleted

  4. Click the Delete button

Before you can change an account's status you must first define a list of reasons that would prompt this action. This will help you keep track of why accounts are being either cancelled or suspended within the system.

Each status type has two parts. The first is the reason itself (the name of the status) which will be populated in the Status options within the interface, the other is the Status Type which can be either; Active, Cancel or Suspend.

Updating Account Status

An account status can be switched immediately on a specified date if desired. To do this, click on the ‘Status' link on the Overview page, or load the Tools page and then select Status. A component called 'Change User Status’ on the Overview page is also available which can schedule an account status change. Any of the three options are simple ways you can update the account status.

Updating Status by Adding a Component

  1. From the account's Overview screen, click on the Add button under the Components section

  2. Select Change User Status from the drop down menu

  3. Enter appropriate information in the fields provided as outlined below:

    • User Status Type selects the status the account will be changed to from the pick list

    • Date selects the date the account status change is to occur on

  4. Click Save to save the status change for the account

Updating Status by Clicking 'Status' or by Using the Tools Page

  1. Click Status on Overview page

  2. Select Status from drop down list

  3. Click Save

  4. Select from the Cancel / Enable / Suspend options

  5. Click Save

The screen shots below represent the different options that will be presented. Prorating occurs as described by the titles, please see definitions for these below as well.

  • Immediately With Prorated Refund - the account will be disabled and charges will be prorated

  • Immediately With Full Refund - the account will be disabled and a full refund of any outstanding charges will be given to the account

  • Immediately With No Refund - the account will be disabled as NOW (time of submit) with no adjustment transactions entered automatically.  It is up to you to add any manual adjustments once this action is taken

  • Period End - the account will be cancelled once its duration or service period time has elapsed

  • Specific Date With Prorated Refund - the account will be cancelled on the date specified and a prorated refund will be given to the account

  • Immediately With Prorated Transaction as of a Specific Date - the account will be canceled immediately with a prorated transaction immediately  as of a specific date and any resources on package will go from 'Allocated' to 'Available' immediately

Cancel Options:

Enable / Suspend Options:

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