As the platform processes calls, some entries may fail due to missing information, such as a missing number or rate. You can view these failures in Billing Errors, accessible from the Billing Run menu.
Not all sections described below will be visible to every user. The sections you see depend on your platform setup and your individual permissions.
At the top of the page, a Billing Run dropdown lets you filter errors to a specific billing run, or select All to see everything outstanding. Filtering to a specific run helps you focus on the issues that affect the bills you are about to produce.
Summary Page
The summary page shows outstanding issues, broken down into sections. Each section shows the number of affected calls, their cost, and how many distinct items (numbers, tariffs, etc.) are involved. Where some calls have no cost data, the cost displays as “at least” the known total.
Work from the top of the list to the bottom. Fixing errors in one section may introduce new errors further down. For example, adding a missing number without the necessary tariffs clears the number error but creates a missing tariff error.
Each section contains a link to view the specific issues. Against each issue is a link to view the individual calls.
Number Errors
The first set of errors relates to traffic that cannot be assigned to customers or numbers in the platform. This can happen for several reasons, such as a number being missing entirely, or being present but not billable on the date of the call. A call can appear in multiple sections if it could match multiple numbers.
Check these lists regularly. They usually indicate loss-making traffic, either from missed billing to a customer or from traffic on numbers you cannot bill. For example, a number may not have been fully dropped when a customer left.
Unregistered CLIs
This is the broadest category. It shows all unprocessed calls that cannot be matched to a number in the platform. Where the platform finds potential matches, it displays them alongside the CLI.
List columns: CLI, Carrier, Calls, Call Cost/£, Call Dates, Delete, Ignore/Delete By Number, Customer, Number, Call Plan, Dates
Available actions:
- Delete Calls — remove selected calls
- Ignore/Delete Traffic By Number — add selected numbers to the ignore list
Unrecognised Numbers
A subset of unregistered CLIs where the platform found no potential matches at all. This usually means a number has been sold to a customer but not yet entered into the platform.
List columns: Number, Carrier, Calls, Call Cost/£, Call Dates, Delete, Ignore/Delete By Number, Add
Available actions:
- Delete Calls — remove selected calls
- Ignore/Delete Traffic By Number — add selected numbers to the ignore list
- Add Numbers — tick numbers to add and select a customer from the dropdown, then submit to create them
Loose Matches
Numbers that are close to registered CLIs but not an exact match. This includes transposed or missing digits, as well as prefix mismatches such as +44 versus 0044. The platform shows the closest registered numbers alongside each entry.
It is possible to reduce the strictness of number matching to avoid some of these appearing as errors.
List columns: CLI, Carrier, Calls, Call Cost/£, Call Dates, Delete, Ignore/Delete By Number, Customer, Number, Call Plan, Dates
Available actions:
- Delete Calls — remove selected calls
- Ignore/Delete Traffic By Number — add selected numbers to the ignore list
Unbillable Numbers
Numbers that are present in the platform but cannot be billed to the customer they belong to. This is generally because the numbers are still passing traffic after the customer’s account has been closed.
List columns: CLI, Carrier, Calls, Call Cost/£, Call Dates, Delete, Ignore/Delete By Number, Customer, Number, Call Plan, Dates
Available actions:
- Delete Calls — remove selected calls
- Ignore/Delete Traffic By Number — add selected numbers to the ignore list
Out of Date Call Plans
Numbers that are present in the platform and would be billable, but the calls fall outside the dates the number has been marked as billable for. This can be due to calls before the Start Date of the call plan on the number, which typically (but not always) points to a data entry issue. It can also be due to calls after the End Date, which, like unbillable numbers, can mean a number has not been dropped with the carrier.
List columns: Number, Carrier, Calls, Call Cost/£, Call Dates, Delete, Ignore/Delete By Number, Customer, Number, Call Plan, Dates, Bill
Available actions:
- Delete Calls — remove selected calls
- Ignore/Delete Traffic By Number — add selected numbers to the ignore list
- Bill Calls — tick the Bill checkbox against call plans you want to bill despite the date mismatch
Unmatched Calls
Calls on numbers that would normally be assigned the traffic, but a restriction is preventing the match. These restrictions are usually carrier- or direction-based, where a number is only valid for calls from a specific carrier or specific call directions. Usually another number would be expected to handle these calls, but in some cases they can be ignored.
List columns: Number, Carrier, Call Directions, Calls, Call Cost/£, Call Dates, Delete, Ignore/Delete By Number, Customer, Number, Call Plan, Dates
Available actions:
- Delete Calls — remove selected calls
- Ignore/Delete Traffic By Number — add selected numbers to the ignore list
Ignored CLIs
Numbers you have told the platform to ignore. Traffic on these numbers no longer appears in the other number error sections and is listed here instead. This is useful for your own numbers, or numbers in quarantine after being dropped by a customer and awaiting reassignment.
List columns: Number, Carrier, Calls, Call Cost/£, Call Dates, Ignored By
This section is display-only. To stop ignoring a number, remove it from the ignore list in the platform settings.
Charge Band Errors
Unrecognised Charge Bands
Carrier charge band codes that are not mapped to a call type in the platform. The list is grouped by carrier.
List columns: Band, Call Count, Allocate, Add
How to resolve:
For each unrecognised band, use the Allocate dropdown to select the correct call type. The platform suggests matches based on:
- Call types determined from CDR location lookups
- Fuzzy name matching against existing call types
- Generic call types
If a single clear match is found, the platform pre-selects it. If the call type does not exist yet, use the Add link to create a new one with pre-filled values.
Once you have made your selections, click Allocate Charge Bands to apply them all. Then click Process Charge Bands to reprocess the affected calls.
Charge Band Discrepancies
Cases where the platform and the carrier disagree on the call type for a charge band. For example, the platform might classify a call as “UK Mobile” based on the number dialled, while the carrier’s charge band says “International”.
List columns: Carrier, Chargeband, Chargeband (Carrier), Call Count, Reset, Existing, Add
How to resolve:
- To accept the carrier’s classification, tick the Reset checkbox and click Reset and Use Carrier Chargebands. This clears the platform’s determination and reprocesses the calls using the carrier’s charge band.
- To create a permanent rule for this carrier/charge band combination, use the Add link to set up a charge band discrepancy record. If one already exists, the Existing link takes you to it.
Tariff Errors
Missing Wholesale Tariffs
Calls where no carrier tariff exists for the call type. The list is grouped by carrier and number type.
List columns: Call Type, Calls, Cost/£
Available actions:
- Delete Calls — remove selected calls
- Bill Calls — force billing at a specified rate
Missing Retail Tariffs
Calls where a retail tariff is missing or incomplete. This section is split into three sub-types.
Missing Retail Rates
A combined view showing all retail tariff errors together. This is useful for seeing the full picture before drilling into the specific sub-types below. The list is grouped by number.
List columns: Call Type, Calls, Cost/£
Available actions:
- Delete Calls — remove selected calls
- Bill Calls — force billing at a specified rate
Customers/Numbers with Missing Tariffs
No tariff has been assigned to the customer or number for the specific call type. These appear as two separate lists — one grouped by customer, one grouped by number.
List columns: Tariff, Calls, Cost/£, Add Tariff
Available actions:
- Delete Calls — remove selected calls
- Bill Calls — force billing at a specified rate
- Add Tariff — use the dropdown to assign an existing tariff to the customer or number
Tariffs with Missing Rates
A tariff exists but the specific call type or time period combination has no rate. The list is grouped by tariff.
List columns: Call Type, Time, Calls, Cost/£, Rate
Available actions:
- Delete Calls — remove selected calls
- Bill Calls — force billing at a specified rate
- Rate — link to the tariff editor to add the missing rate directly
Call Drill-Down
Clicking a CLI or number in any error list opens a detail view showing the individual calls.
In the number error sections, the drill-down shows the calls directly. In the charge band and tariff sections, it also shows the customer and number the call is billed to.
The calls tab shows these columns: Target, External Number, Termination Number, Carrier, Charge Band, Start Date, Time Period, Duration, Bytes, Events, CDR Cost, PPM
Use this view to investigate individual calls before deciding whether to delete, ignore, or bill them.
Common Actions
Delete Calls
Removes selected calls from the error list. Available in most number and tariff error sections.
You can optionally filter which calls to delete:
- Max duration — only delete calls up to this many seconds long
- Max cost — only delete calls up to this many pence in cost
Leave both blank to delete all selected calls regardless of duration or cost.
Ignore/Delete Traffic By Number
Adds a number to the ignore list so its traffic no longer appears in the number error sections. For each number, select the ignore type from the dropdown (for example, own number, test traffic, or wrong number). The available types are configured in your platform settings.
Ignored traffic moves to the Ignored CLIs section instead.
Bill Calls (Wholesale)
Forces billing of calls that are missing carrier tariffs. Enter a rate and select the rate type:
- % CDR Markup — percentage markup on the CDR cost
- p — fixed rate in pence per call
- ppm — rate in pence per minute
Bill Calls (Retail)
Forces billing of calls that are missing retail tariffs. Enter a rate and select the rate type:
- Fallback Markup — use the effective fallback markup (checked on the tariff first, then the number, then the customer)
- % CDR Markup — percentage markup on the CDR cost
- % Carrier Markup — percentage markup on the carrier cost
- p — fixed rate in pence per call
- ppm — rate in pence per minute
Reprocessing
After resolving errors, use the processing buttons at the top of each section to reprocess the affected calls:
- Process Unallocated — reprocess calls in the number error sections
- Process Charge Bands — reprocess calls with charge band changes
- Process Wholesale — reprocess calls with wholesale tariff changes
- Process Retail — reprocess calls with retail tariff changes