• Access
    • Admin Access To Rev.io
    • End User Access To H2O
  • Create A New Customer In H2O
    • New Customer Wizard
    • Completing A New Order For Billing
  • Basic Customer Account Management
    • Accessing An Existing Account
    • Making A Payment
    • Adding A Note
    • Updating A Contact
    • Adding A Document
    • Adding An Adjustment
    • Adding Credit
    • Adding An Invoice
    • Adding/Managing A Payment Account
    • Creating A Statement At The Account Level
    • Creating An Order On An Existing Account
    • Transfer Order
    • Change Order
    • Creating/Editing A Task
    • Creating/Editing A Ticket
  • Advanced Customer Account Management
    • Editing The Customer Profile
    • Reversing A Statement
    • Reversing A Transaction
    • Reposting Transaction
    • Changing Rate/Quantity On A Product
    • Recreating A Statement
    • Adding A Note To A Statement
  • Reporting
    • Viewing A Shared Report
    • Subscribe To A Report
  • Administration
    • Updating User Profile
    • Activity
    • Billing & Collections
    • Other Management

Rev.io is a web-based billing and back-office solution. Using the power of the cloud, Rev.io allows front-end and back-end operations to be in-sync, in real time.

  • Manage your customer lifecycle and overall operations in Rev.io.
  • Allow agents to easily create then manage customers.
  • Give customers access to their accounts and online payment options with a Self-Service Center.

Access

Admin Access to Rev.io

You will access the Rev.io Admin interface using a custom URL provided to you after the onboarding process is completed.

End User Access to H2O

Your end-users will access the BillCenter portal.

Create a New Customer in H2O

New Customer Wizard

  1. In the Customers tab, click Create New.
  2. Select the Local Carrier or service provider. Inhouse or the company name may be the only option if the company provides the service directly. Select New or Conversion order (Conversion is the equivalent of a Port).
  3. Enter the contact information for this account.
  4. Enter the customer account information on the Customer Information tab. This information may differ because this page is customizable on a system level.

    Some of the options selected on this page include:
    1. Account Number – H2O will generate an account number if this is left blank. Populate to define a custom account number.
    2. Class – Select from Residential or Business account.
    3. Account Type – Select Standard to create a single location account. The Parent/Child options allow the user to create a multi-location account.
    4. BTN (Billing Telephone Number) – This option is unavailable when creating a new customer and can be selected once a line is established on the account.
    5. Email – This is the email address that will receive statements and other correspondence from this account.
    6. Contract Start/End – Populate these fields to set a contract at the account level.
    7. Special Payment Terms – Populate to override payment terms from the bill profile level.
    8. Billing Profile – This option controls the billing rules, customer segment and/or branding for this customer.
    9. Bill Method – Select the method the bill will be sent to the customer.
    10. ATTN Contact – This is the contact that will appear on the customer’s bill and on the collection notices.
    11. Agent – This is the agent profile for the agent associated with the account.
    12. Collections State – This selection will not be selectable unless a customer is in a collection step.
    13. Collection Template – The collection template is the set of rules that will apply to an account once it is past due.
  5. The second tab labeled Security contains the option to set a security question or a PIN on the account. A PIN can generate a pop-up alert asking for the user to input the PIN. The Security Question will only display on the Customer Profile.
     
  6. Enter the Service Address and choose if the address is the same for the Billing and Listing. H2O will attempt to validate the address.
  7. If duplicates are detected, review the possible duplicates found in the system. If not a duplicate account, proceed.
  8. Next, choose a line or service type. If only one line/service type is available that option will be presented on the screen. Complete as many of the fields as possible at this time. These fields may vary by company. An example has been provided below
    In the above SIP Trunk example, the fields are defined as follows:
    Contract TermContract dates entered here supersede dates entered at the account level for this line only.
    DescriptionThis is a field that will appear on the statement. Clients use descriptions line Main Line, Receptionist, Fax Line, etc…
    Line TypeThis field displays all service type options and can be toggled to reset the form to a different service or line type.
    LD RatesThis allows the user to specify the LD rate plan associated with the line.
    Telephone NumberThis is the main number that will be rated on this line. DIDs can be included on a line as well in a different area.
    HostThis field must match the Customer's domain in the SkySwitch portal (eg. acme.15611.service)
    It is important to include the SkySwitch Domain in the Customer's Service definition. This is the key that ties CDRs from the SkySwitch servers to a specific customer in the H20 billing system. CDRs that can not be matched to a Telephone Number or a Domain will not be billed.
  9. Scroll to the Products section and select the billable products from the product catalog. Products are grouped first by product type. Expand the type to view and select options. Select one or more products and click the Add button in the top right portion of the screen.
  10. Review the items added and Edit if necessary.
    Rates and quantities can be updated on this page.

  11. Upon selection of products, click Save to advance to the Order creation screen or Click Save and Add New to create another line of service.
  12. On the Summary page, review the Order Options. Add additional options such as due date or enter remarks/notes on this page for the order.
  13. If processing a payment is necessary, go to the Payment Details page. Complete the payment method and details then Create Order. If not processing a payment, just click Create Order.
  14. Once the order is complete click OK to access the new account.

Completing a New Order for Billing

  1. A new account will sit in a PENDING status until the order is completed. To complete a new order, go to the Services and Workflow section of the customer account.
  2. Click on the Orders tab.

  3. Click the Options button and select the Manual Complete.
  4. Confirm action by selecting Yes.
  5. Select a completion date for the order.
  6. Charges related to the order will be added to the Unposted Transactions tab of the Billing and Collections section of the customer account page. Unless manually adjusted, these transactions will apply to the customer’s next statement.

Basic Customer Account Management

Accessing an Existing Account

  1. Go to the Customers tab > Search.
  2. Enter information in any of the fields or select any drop down items.
  3. Click Search
  4. H2O will list results that match if there are multiple entries that match, or it will take you directly to the matching result.
    In the search results (P) indicate Parent accounts, (C) indicate Child accounts

Making a Payment

  1. Click the Payment button at the top of the customer’s account page.
  2. Choose the Method of payment, the amount, when it was received and if the payment should be applied to an agent.
  3. Payments can also be split over two accounts (by checking the Split Payment Over Two Accounts) or a payment can be applied to a specific transaction (by checking the Switch to Manual Post mode)
  4. Click Submit to apply the payment.

Adding a Note

  1. Click the Note button on the customer account profile.
  2. Enter the subject, note body, and Note Type, if applicable.
  3. Select if the note has any special settings such if the note is private, if it is a high priority or if the note should pop-up whenever the customer account is accessed.
  4. If needed, associate the note with a specific Line.
  5. Notes can be assigned to an H2O user and a due date can be set as well.
  6. To view notes assigned to your user, go to the Home tab and click Notes.
  7. Click the Sent Notes tab to view your notes.
  8. Click the note to view and update note details.

Updating a Contact

  1. On the customer’s account click the Contacts tab.
  2. Click Edit link to change the contact’s information, then Save.

Adding a Document

  1. Click on the Attachments tab on the customer’s account.
  2. Click Upload File.
  3. Choose a file, add a file description, select to show the attachment in BillCenter if desired and add a custom type (if applicable).

Adding an Adjustment

  1. In some cases, a user may only need to request a billing change on the account. When this is the case the Adjustment functionality can be used. On the customer account, go to the Billing & Collections section and click Adjustment.
  2. Complete the Amount Type, Amount, Description, Billing Type (this can be a product type or specific product), Notes, Adjustment Type and click Save.
  3. Adjustments can be approved in the Services and Workflow section of the customer account or in the Workflow > Adjustments section of H2O.
  4. A user must have authority to approve, reject or change an adjustment.

Adding Credit

Credits can be added to a customers account at any time. The Credit option impacts the balance of the account immediately and access to this functionality can be restricted through permissions. Credit limits may also be set at the user level.

  1. Click Credit link in the Billing & Collections section.
  2. Next, complete the following credit details.
    1. Switch to Manual Post Mode – Natively credits will post to the oldest transaction first. If desired, select this checkbox to apply a credit to a particular line item or statement.
    2. Bad Debt – This option will allocate the credit to bad debt.
    3. Amount – Enter the amount of the credit. The user may also select a product from the product catalog section in the Product Type field and use a predefined rate to populate the amount. An amount may also be multiplied by a quantity.
    4. Includes Tax – If selected the amount of the tax will be deducted from the amount of the credit so that the total of the credit equals the amount.
    5. Auto Prorate – If the amount specified in the credit should be prorated across the month and multiplied by a number of days, select this option.
    6. Date Range – The default dates in the date range will be today. If using the prorate option, the number of days specified in these fields will be the multiplier for the proration calculation. These dates will also be used on the statement for the service period of this transaction.
    7. Product Type – This field is directly related to the taxation associated with the credit. There are two options when using this field: Product Type and Product Catalog (Switch to Product link). If using the product catalog option, the rates for each product will populate in the Amount field. The description at the bottom of the form will also populate to match the selection.
    8. Line – Credits can be line specific or just applied to the account. This field is not required.
    9. Description – This field contains the description that will appear for this line item on the statement. The description comes directly from the product type selection but can be overwritten.
  3. Click Submit to apply the credit to the account.
  4. Until a credit is added to a statement, it can be found in the Unposted transactions tab.
  5. A statement can be generated following the creation of a credit if desired.

Adding an Invoice

An Invoice in H2O is a charge or debit against the account. The Invoice option impacts the balance of the account immediately and access to this functionality can be restricted through permissions.

  1. On the customer account, go to the Billing & Collections section and click Invoice.
  2. Next, complete the following credit details.
    1. Amount – Enter the amount of the invoice. The user may also select a product from the product catalog section in the Product Type field and use a predefined rate to populate the amount. An amount may also be multiplied by a quantity.
    2. Includes Tax – If selected the amount of the tax will be deducted from the amount of the invoice so that the total of the invoice equals the amount.
    3. Cost – This field is not required but can be used to track an actual cost of the item. This field may also be linked to commissions.
    4. Product Type – This field is directly related to the taxation associated with the invoice. There are two options when using this field: Product Type and Product Catalog (Switch to Product link). If using the product catalog option, the rates for each product will populate in the Amount field. The description at the bottom of the form will also populate to match the selection.
    5. Line – Invoices can be line specific or just applied to the account. This field is not required.
    6. Date Range – The default dates in the date range will be today. If using the prorate option, the number of days specified in these fields will be the multiplier for the proration calculation. These dates will also be used on the statement for the service period of this transaction.
    7. Auto Prorate – If the amount specified in the invoice should be prorated across the month and multiplied by a number of days, select this option.
    8. Description – This field contains the description that will appear for this line item on the statement. The description comes directly from the product type selection but can be overwritten.
  3. Click Submit to apply the invoice charge to the account.
  4. Until an Invoice is added to a statement, it can be found in the Unposted transactions tab.
  5. A statement can be generated following the creation of an Invoice if desired.

Adding/Managing a Payment Account

  1. Click Payment Accounts tab in the Billing & Collections section.
  2. Choose if the payment is a credit/debit card or e-check/ACH.
  3. Fill in details of the payment method.
  4. Update the Billing Address if necessary, then Save.
  5. To use the payment account for Auto Debit, check Enabled next to the Auto Debit label and designate an Auto Debit Day. The day can either be the Due Date of the account or a designated day of the month.
  6. To setup an Auto Debit option from an existing payment method, click the Manage Payment Accounts link to the right of the Add Payment Account link and enable and select the date.

Creating a Statement at the Account Level

  1. Go to the Billing & Collections section of the customer account.
  2. Click the Statement link.
  3. Select the parameters and due date for the statement and click Submit at the top of the page.
  4. The parameters are defined below:
    1. Include Unbilled Usage – This option will force all rated usage on the bill even if not originally included in the billing period
    2. Itemize Local Calls – This option will allow local call detail on the statement.
    3. Is this a final bill? - This option will stamp the words “Final Bill” on the statement.
    4. Enforce no paper invoice fee? – This option will override the setting for the paper invoice fee when applicable.

A statement with only certain transactions can be created by going to the Unposted tab and selecting specific transactions for statement creation. This feature can only be used on Standard accounts. See the Advanced Customer Account Management section of this document.

Creating an Order on an Existing Account

  1. To create an order on an existing account, go to the customer’s account and click the Order button.
  2. Choose an order type (such as Disconnect, New, Transfer, etc).
  3. New and Conversion Orders will follow the same workflow as outlined in the New Customer Creation Section of this document.
  4. Selecting the Disconnect or Deny option will allow the user to create a disconnect or suspend order on the account for all lines or a specific line.
  5. Once selected the order must be completed to process. Go to the Orders tab in the Services and Workflow section. Select the options button to manually complete the order for billing.

Transfer Order

  1. To create a Transfer Order on an account, click the Order button at the top of the customer account page.
  2. Select the Transfer Option.
  3. Complete the Contact Information and Forwarding Number fields and confirm the order Type. Click Next.
  4. Update the Service Address section with the new address information. Options also exist on this page to update the PIC/LPIC as well as the Billing and Listing Addresses. Click Next.
  5. The last screen of the Change Order Wizard presents several options.
    1. Set the Expedite this Order flag if desired.
    2. Set an Appointment Time of Day if desired.
    3. Add Order Remarks if desired.
    4. Specify Due Date and Due Date Out if desired.
    5. If specified the Move Fee will display with an override option.
    6. A payment can be applied and processed from this page if necessary.
    7. Customer Notes can be added to the order that will also display on the customer account as well.
  6. After selecting and updating all options select Process to complete.
  7. Go to the Services and Workflow section to view the Transfer Order.
  8. Click the Options button to View Details, Manually Complete or Manually Cancel the Order.

Change Order

  1. To create a Change Order on an account, click the Order button at the top of the customer account page.
  2. Select the Change option.
  3. Complete the Contact Name and Contact Number fields and confirm the order Type (Feature Change). Click Next.
  4. Select the line you wish to change and click Edit.
  5. Changes can be made at the Line level or at the Product Level.
    Detailed changes can be made in the following areas:
    1. Package
    2. Line Type
    3. LD Rates
    4. PIC/LPIC
    5. Description
    6. Hunt Action
    7. Product Rate
    8. Product Quantity
    9. Add/Remove Products
  6. Complete desired changes and click Save.
  7. If no other lines need to be edited, click Next.
  8. The last screen of the Change Order Wizard presents several options.
    1. Set the Expedite this Order flag if desired.
    2. Set an Appointment Time of Day if desired.
    3. Add Order Remarks if desired.
    4. Specify Due Date if desired.
    5. If specified the Change Order Fee will display with an override option.
    6. A payment can be applied and processed from this page if necessary.
    7. Customer Notes can be added to the order that will also display on the customer account as well.
  9. After selecting and updating all options select Process to complete.
  10. Go to the Services and Workflow section to view the Change Order.
  11. Click the Options button to View Details, Manually Complete or Manually Cancel the Order.

Creating/Editing a Task

  1. Click the Task button at the top of the customer’s account.
  2. Enter the Subject and then a Description of the task.
  3. Assign the task to a user or group of users if applicable.
  4. You can also set a Due Date, Reminder, task Type and the Status of the task.
  5. Click Save to create the Task.
  6. To edit a task, go to the Services & Workflow section of the customer’s account and select the Task tab. Click the View Details link. Update the task and click the Save button.
  7. To complete a task, go to the Services & Workflow section and select the Task tab. Click Mark Complete on the task or click View Details and click the Mark As Complete button within the task. A task must be assigned to a user before it can be completed.

When a task reminder is set on a task, the reminder will appear as a red oval in the top of right part of the H2O screen next to the welcome message. Clicking the red oval will direct the user to a list of tasks with past due reminders.

Creating/Editing a Ticket

  1. Click the Ticket button at the top of the customer’s account.
  2. Complete the applicable fields in the Profile tab in the General Information section of the page.
  3. If custom fields have been added to the ticket form, the Additional Fields tab will appear on the screen. Click the tab to complete the fields.
  4. Messages and attachments can be added to the ticket in the Messages & Journal Entries. This information can be shared with the customer or just shared with internal users.
  5. Related task and tickets can be added or managed in the Tickets & Tasks section.
  6. Click Save at the top of the screen to add the ticket.
  7. To edit a ticket, go to the Services & Workflow section on the customer’s account or go to the Workflow tab and click on the Tickets link.
  8. Under the Services & Workflow tab, click the Edit Ticket button.
  9. To make changes to the General Information section of the ticket, click the Check Out button and make changes.
  10. A Message or Journal Entry can be added to the ticket without checking out the ticket.
  11. Click the Save button once editing is complete.

Advanced Customer Account Management

Editing the Customer Profile

  1. Click the Edit Profile link on the customer account.
  2. Customer Information, Security, Additional Fields, and Custom Fields tabs hold information about the customer that can be edited in this location.
  3. Click Save to update the information.
  4. To update customer information such as addresses or contacts, go to those tabs on the customer profile.

Reversing a Statement

  1. Go to the Billing & Collections section of the customer account.
  2. On the Bills tab, hit the Options button and select Reverse Bill.
  3. Confirm that the bill should be reversed.
  4. Click OK and the transactions on the bill (statement) are reversed and reapplied to the Unposted tab.

Sometimes bills (statements) cannot be reversed because of the time limit set by your company to modify the billing information.

Reversing a Transaction

  1. Go to the Billing & Collections section of the customer account.
  2. On the Unposted tab, select the check box of the transaction(s) you wish to reverse.
  3. Click Reverse Transactions.
     
  4. Confirm you wish to reverse the transaction by selecting YES in the pop up window.

Use caution when reversing transactions. Recurring charges can be systematically reposted. One time charges and payments cannot be reposted and will have to be added manually.

Reposting Transaction

  1. Go to the Billing & Collections section of the customer account.
  2. Click the Repost MRCs link.
  3. Select the number of cycles you wish to repost or select a specific date. You may also select a specific line to repost or select all lines.
  4. Reposted transactions appear in the Unposted tab.

Reposting transactions may take up to several minutes to complete depending on the number of transactions selected. Continue to refresh the screen every few minutes until transactions appear.

Changing Rate/Quantity on a Product

  1. Go to the Services & Workflow section of the customer account.
  2. Select the line containing the product you wish to edit. By clicking the line, the line will expand and display all active products on the line.
  3. Click on the product you wish to edit.
  4. Click the Change Rate or Qty button and edit the select field.
  5. Select the option for how the change should affect the charge and click Submit.

Recreating a Statement

  1. Go to the Billing & Collections section of the customer account.
  2. Click the Unposted tab.
  3. Select the transactions to include on the statement.
  4. Click the Create Statement button.
  5. Select the statement parameters and click Create Statement.

Cherry picking transactions is only allowed on standard accounts. When creating or recreating a statement on a parent-child account, all unposted transactions will be added to the statement.

Adding a Note to a Statement

  1. Go to the Options button and select Note to Customer.
  2. Type the text in the pop-up window and select Close.
     
  3. Notes added to the statement in this manner will display in the personal note section of the statement.

Reporting

Viewing a Shared Report

  1. Go to Reports tab > Reports List
  2. Click on the Shared Reports section.
  3. Click on the report name on the right side of the screen.
  4. Enter search values if prompted and run the report

Subscribe to a Report

  1. Click on a shared report.
  2. Click Email Report.
  3. Choose the user to receive the report, the time and the frequency of delivery.

Administration

Updating User Profile

  1. To update your user profile, go to the Home tab and select My Profile.
  2. From this screen update the username, contact information and preferences associated with the user.
  3. Select the Password tab on the above screen to update your password.

Activity

In the Reseller configuration model of H2O, monitoring of tickets, tasks, orders, and adjustments will be done through reporting.

Billing & Collections

Billing and collections processing will be automated to some extent but monitored by the wholesale partner.

Other Management

Product offerings, rate plans, users, permissions and other administrative type settings will also be managed and monitored by the wholesale partner.