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Each of the different Service types (Phone, Data, Auth Code, etc) share a common set of tabs used to track associated data about these Services. To access Services, navigate to Main > Services.
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After clicking the button, the Add New Service Charges form opens. From here, the User can select the Charge Catalog and the Override GLA. The Charge amount auto fills based on the charge for the given Catalog. Sometimes there is an option for a Charge Override Amount based on the Charge Catalog. A description is highly recommended for tracking purposes. The User can select to prorate the Charges or not based on billing needs.
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Note: Charges cannot be added to services that are not flagged as *Billable*.
Note: A default Expense GLA must be supplied on the Expense GLAs tab before Charges can be added.
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From this form, the User can set a single GLA or Multiple GLAs quickly and without having to re-open the form multiple times unlike in previous versions. There are three fields that can be edited on the table whether the User is Adding a Single GLA or Multiple GLAs.
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The Grid updates and the GLA is removed.
Call Details
One of the tabs that are unique to Phone & Auth Code Services is the Call Details tab. The Call Details tab provides a listing of all rated calls made by this service. This tab is only available for Phone and Auth Code services. Here, Users can search through all calls Calls that have been recorded pertaining to the specified Phone Numberfor the Service. This Grid grid displays all calls Calls recorded with several different variations of the Phone Number for example: Service ID such as (616) 554-1028 or 554-1028 or 41028 or 1028. It searches for these variations in the origination and destination phone files.
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The Equipment tab provides the User the ability to manually associate Equipment with each a Service. For example, a specific Phone Service may have a phone set, headset, adapters, etc. associated with that Service. This Equipment can be inventoried separately but can be associated with this Service for tracking purposes. Equipment association does not force the data on the Equipment to match data on the Service however when this association is built with Service Order Equipment on Service Desk the information matches automatically.
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The Pools tab provides the User the ability to assign each service to a Service Pool. These Pools are a collection of phone numbers that are grouped with specific Service Catalog requirements. The list of Pools is managed by the Administrator from the Pools section of the application. Each Service must belong to one of the Catalogs or an ancestor Catalog specified on the specified Pool.
Soft Numbers
One tab that is unique to Phone Services is The is the Soft Numbers (sometimes called Line Appearance) tab. For example, all of the numbers in a department might appear on an administrative assistant's phone. This tab is only available for Phone Services. Here, Users can choose to add an existing Phone Service as a Soft Number. Click the button located on the Grid Toolbar above the Soft Numbers Grid. Add a new Soft Number by clicking the
button. For example, all of the numbers in a department might appear on an administrative assistant's phone.
While Users who select Add Existing are prompted to choose from a list of existing Active Phone Services, Users who select Add New are prompted to define a new Phone Service in its entirety. Because a Soft Number is a Phone Service in its own right, the Soft Number data entry form is virtually identical to the original Phone Service data entry form.
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