Features

A feature represents an ongoing service you provide to a customer, such as line rental or voicemail. Features can be attached to a number, a service, or directly to a customer if the charge isn’t linked to a specific number or service. Each feature can have one-off and recurring charges, defined either on the feature itself or through a Fixed Fee Tariff.

A special type of feature, a Call Plan, can be attached to a number to allow it to receive usage charges. Call plans cannot be converted to normal features, or vice versa.

Key Capabilities

• Attach one-off and recurring charges to numbers, services, or customers
• Use Fixed Fee Tariffs for standardised pricing
• Track feature status from active through to dropped
• Set up Standard Features for consistent pricing across accounts

Field Reference

Feature Page

The feature detail page shows the full details of the feature. The left context menu includes a link to the customer, and where applicable the number, the feature is associated with. There is also a link to add a manual transaction associated with the feature. In enhanced mode, a tab is present to show the transactions which relate to this feature.

Feature Details

A feature may have one-off and/or recurring charges associated with it. Recurring charges recur at the specified interval, and may be pro-rated to align with calendar periods. Both one-off and recurring charges may be charged in advance or in arrears. It is also possible to calculate both wholesale costs and commission, dependant upon the relevant module being active.

Standard Feature

If a large number of features are to be set up with similar details, for example you have standard pricing for a single telephone line, then standard features may be set up containing the common details, removing the need to re-enter the details for each service sold. It is possible to use most of the details from a standard feature, and override a few by simply entering the values into the fields you wish to override.

Feature Type and Description

The Feature Type of a feature specifies the class of service which has been provided, and will be shown to the customer on the invoices. It is therefore possible to set up, for example, feature types of line rental, voicemail and call divert and add a feature of each type on to a customer’s number to provide accurate billing information to that customer. The Description (if set) will be displayed on the invoices instead of the feature type.

Feature Count

The Feature Count field allows you to specify that multiple instances of the service have been provided, and that one-off and recurring charges should be charged multiple times, and any discount bundles be multiplied by the count.

Feature Committed Count

The Feature Committed Count field allows you to specify the minimum number of features the customer should be billed for. If the Feature Count drops below this number, the Committed Count will be used instead. An end date of the commitment may be specified below, beyond this date the charged Feature Count may drop below the Committed Count.

Feature Auto Committed Count

The Committed Count may be calculated automatically, either by using the initial Feature Count or by using the peak Feature Count. When using the peak count, the Committed Count will automatically increase if the Feature Count is increased beyond the Committed Count. If Extend Term is selected, and a commitment term is set, the term will be automatically extended when the committed count increases. The Auto mode may also be specified on the standard feature or feature type.

Date Details

Feature Status

The status of a feature sets whether the feature is billable or not. The exact operation of each status is customisable, but initially “Active” features will be billed as usual, “Dropped” features will be billed for any existing charges, but will not accrue charges to be billed at a later date, “Active - Do Not Bill” features will not be billed during a billing run, but they will accrue charges, which can either be carried forward, billed manually or deleted.

Sold Date

The Sold Date is an informational field, and can be used to record the date the service was sold, which may be significantly different from when the service goes live and billing commences. If a feature is added to a number as part of the number entry process, then the sold date of the number will be used here.

Start Date and End Date

The Start and End Dates denote the range of dates for which the service is live and should be charged for (in the case where a recurring charge is present). The end date should only be entered where the service is due to stop on a specified date, and should be left blank for an open-ended service. Both the Start Date and the End Date are included within the chargeable period, so the End Date should be the last date for which you wish to charge.

If a feature is added to a number as part of the number entry process and no start date is given, then the Sold Date of the number will be used for the Start Date. If the number or customer that the feature is associated with is dropped, then the feature will automatically be dropped, and an end date automatically set. If the feature is manually dropped, then no end date will be automatically set, allowing you to provide one if appropriate.

In the special case of a call plan, usage fees will not be charged for any use before the Start Date (if set) nor any use after the End Date (if set). By default, the statuses of the number and call plan feature do not affect the allocation of usage charges, i.e. numbers will be charged for usage fees for the period it was active, even if the details of the usage are not received until after the number is dropped. The status of the customer will affect the allocation of usage fees — once a customer is dropped none of their numbers will be charged usage fees. When adding a number, it is possible to specify a specific start date for the call plan. If no specific date is set, then the sold date for the number will be used.

Due Date

The Due Date is the date from which the next recurring charge will be made. This field is set automatically when the one-off charge, or the first recurring charge is applied and then updated as recurring charges are applied to the feature. This field would normally be left blank upon entering a new feature, though a date may be entered, which would then be used instead of the start date when applying the first recurring charge (no one-off charge would be applied if a due date is manually set). Manually altering the due date once billing has begun may cause periods of double-billing or gaps in billing. Removing the due date will cause the feature to be reset — all existing charges will be deleted or refunded and new charges at the current rates levied.

Minimum Term Date

The Minimum Term Date may be used to set a commitment period for the service. If the feature is dropped before this date, it will be billed until this date. This behaviour may be overridden by specifying a different date as a Change Effective From Date when dropping a feature. The Minimum Term Date may be calculated automatically using the Start Date and Minimum Term.

Committed Count Term Date

The Committed Count Term Date may be used to set a commitment period for the committed count. Until this date, the feature will be charged for the committed count if this is higher than the actual count. The Committed Count Term Date may be calculated automatically using the Start Date and Committed Count Term.

Renewal Date

The Renewal Date may be used to record the date when the customer would be expected to renew the service, and may be used to run reports and/or show in reminder emails. The renewal date is informational and has no effect on billing. The Renewal Date may be calculated automatically using the Start Date and Renewal.

Annual Increase

When the annual-increases module is active, two fields track the feature’s annual price increase schedule:

• Annual Increase Profile: The type of increase that applies to this feature: CPI, RPI, Fixed Amount, or None.
• Annual Increase Reference Date: When the next annual increase is due.

These fields are for reference and reporting. They don’t trigger price changes automatically. See Price Increases for full details.

Charge Details

The Charge Details contain the one-off and recurring charges which should be made against this feature. A one-off charge is made against the feature on the Start Date, whereas recurring charges are applied periodically based upon the specified interval.

How Charge Values Are Determined

When the platform creates a one-off or recurring transaction, it looks for the charge amount in this order:

1. Feature — a value entered directly on this feature
2. Standard feature — a value from the linked standard feature, if the feature’s field is empty
3. Fixed fee tariff — a value calculated by a fixed fee tariff, if both the feature and standard feature fields are empty

The same chain applies to the wholesale charge and commission values.

Use explicit charges when pricing is bespoke for one customer. Use a standard feature when many customers share the same rates. Use a fixed fee tariff when you want centralised pricing that varies by number type, feature type or transaction type. See Non-Usage Charges for the full picture.

Transaction Types and Transaction Codes

The Transaction Types for a feature specify the type of the transaction which will be generated for the one-off and recurring charges. This type will be shown on the invoices, and will be used to determine the group of charges on the invoice it will be totalled within. The transaction type may have a default code allocated to it, or one may be specified within the feature — these codes may then be included in the invoice reports for inclusion into an accounting package. A separate code may also be specified for call/usage fee transactions.

Charges

The amount of the one-off and recurring charges are specified in the relevant fields — these charges will be multiplied by the Feature Count if given. Entering a zero into the charges will cause zero-rated charges to be invoiced — this will serve to demonstrate to the customer that the service is explicitly not being charged for. To avoid a zero charge being made, leave the relevant charge field empty.

Recurring Charge Interval

The Recurring Charge Interval is used to specify both how often a recurring charge should be applied (monthly, annually etc.) and how far in advance/arrears charges should be made. Intervals may be set up to specify that charges should be calendar-aligned (for example charges should be made for calendar months). In this instance the first (or second) recurring charge will be pro-rated as necessary to align to a calendar period, with subsequent charges being for a full calendar period. Charges will also be pro-rated if the feature is to be stopped part-way through a billing period. Whilst one-off charges are only added once, an interval may be specified to allow the charge to be made in advance or in arrears — the one-off charge will be billed at the same time as the first service charge would be billed. A recurring charge interval must be set if a recurring charge amount is entered, otherwise no recurring charges will be made.

Carrier Charge Details

In the same way that one-off and recurring retail charges are specified, your expected wholesale charges may be specified. This will later allow you to calculate profit margins and/or compare with the actual fees charged. As the wholesale costs are calculated alongside the retail costs, the same recurring charge interval is used. If your charging period differs from how you bill your customer (for example, you’re billing your customer annually, but paying your provider monthly), you may enter the carrier costs on a second feature, ensuring to leave the customer’s charges empty.

Commission Details

Commission reports may be generated, using the values entered in the commission details of each feature.

Commission Holder

Only users who have the commission holder status will be shown in this list. Auto-allocation options exist, so you may choose to allocate commission on a feature based upon the customer or number it is attached to.

Commission

Commission may be calculated as either a fixed one-off and/or recurring amount, or a percentage of either the retail amount or profit for one-off, recurring and usage charges. Fixed amounts will follow the pro-rata and advance billing rules set in the recurring charge interval.

Updated Date Details

When changes are made to the charges applied to a feature (e.g. the recurring charge or feature count is altered) or a feature is dropped or reinstated, then the change may be applied from a specified date, or from the current due date.

Update Method / Change Effective From

If a change to the feature charging should take place on a particular date, enter it as the Change Effective From Date and select “Apply New Charges From Effective Date” as the Update Method. The platform will make the necessary charges and/or refunds to make this change. If no changes to existing charges should be made, leave the Change Effective From date empty and select “Don’t Modify Existing Charges” as the Update Method and the change will take effect when the next recurring charge is applied — see Dropping a Feature and Reinstating a Feature for further details.

Last Updated Date and Last Updated Reason

The last updated date shows the most recently used effective-from date, so it is possible to check later when a change was made. The last updated reason is set by the platform to summarise any changes that it has made to either the feature itself (e.g. dropping a feature when the customer it belongs to is dropped) or the charges on the feature (i.e. resetting the charges when a feature is reset), though it may also be modified by yourself to leave reasons why a change was made.

Finding a Feature

Viewing a Feature’s Details

Click any feature link to view its details. Feature links appear throughout the platform when viewing the customer or number a feature is attached to, or on invoices that include charges for that feature. Links are colour-coded to show the feature’s status.

In enhanced mode, hover over any feature link to see a summary tooltip. This lets you confirm you have the right feature without opening the full record.

Feature links also appear in reports, such as transaction reports.

SmartSearch

Features appear on customer and number pages, so you can find them by navigating to the relevant customer or number first.

The SmartSearch box appears in the left-hand menu on every page. You can search for a feature by its description.

1. Enter the feature description
2. Press Enter or click the SmartSearch button

Results:

• Single match: Takes you directly to that feature
• Multiple matches: Shows a list. Click the feature you want.

Adding a New Feature

1. View the customer or number the feature should be attached to
2. Optional: Check the feature hasn’t already been entered by viewing the existing features list
3. Click Add New Feature in the context menu or Add > Feature in the menu bar
4. Optional: Load default values using Default Values > Load in the menu bar
5. Enter the feature details
   • See the Field Reference section for details of the fields available
   • Set the correct start dates and charge interval. These are used straight away to create transactions.
6. Click Save. The feature details page appears so you can confirm everything is correct. In enhanced mode, the Transactions tab shows any charges that have been created.

Standard Features

You can link a feature to a Standard Feature to use predefined pricing, tariffs, and terms. Any empty fields on the feature fall back to the standard feature’s values. When you update a standard feature, all linked features pick up the changes at the next billing run. See Standard Features for full details.

Default Values

Some fields (such as charges and commission values) are pre-filled when you add a new feature. You can save and manage multiple sets of default values to speed up data entry. See Managing Default Values for full details.

Editing a Feature

1. View the feature and click Edit
2. Make the changes you need
   • See the Field Reference section for details of the fields available
   • To change the recurring charge, see Changing Recurring Charges below
   • To change the feature status, see Dropping a Feature and Reinstating a Feature
3. Click Save

What happens:

• If you changed charges and provided an Updated Date, the platform updates transactions linked to this feature

Changing Recurring Charges

To change the recurring charge or feature count on an active feature, use the dedicated action:

1. View the active feature
2. Click Actions menu > Change Recurring Charge
3. Fill in the action form:

Optional:

• New Recurring Charge: The new charge amount
• Feature Count: The new feature count (only shown if feature count is enabled for this feature)

The form also shows a read-only Change Recurring Charge From Date, which is the calculated date the new charge takes effect.

4. Click Change Recurring Charge

What happens:

• The platform refunds or deletes any charges made at the old rate after the changeover date
• New charges are added at the new rate from the changeover date, pro-rated as needed
• If the feature count was increased, one-off charges (if applicable) are added from the changeover date
• The feature is billed as normal from the next billing run

Resetting and Rebilling Charges

If errors are made on a feature’s charges, start date, or interval, the platform provides actions to correct them.

Reset and Rebill

Use Actions menu > Reset and Rebill to correct unbilled charges. The platform deletes the incorrect unbilled charges and recalculates them using the feature’s current values.

Refund and Rebill

Use Actions menu > Refund and Rebill to correct charges that have already been billed. The platform refunds the approved charges and recalculates them using the feature’s current values.

Tip: Check the Transactions tab after using either action to confirm the changes are correct.

Recalculating Charges

Use Actions menu > Recalculate Charges to recalculate fixed charges for a feature. The form shows the date range that will be recalculated. This action is typically used in expert mode.

Dropping and Reinstating Features

To drop or reinstate a feature, use the Actions menu on the feature view:

• Actions menu > Drop Feature: Stops billing for this feature and calculates final charges.
• Actions menu > Reinstate Feature: Reactivates a dropped feature and resumes billing.

See the Dropping a Feature and Reinstating a Feature sections for step-by-step instructions.

Note: These instructions use the default feature statuses. If your statuses have been customised, adjust accordingly.

Dropping a Feature

Drop a feature when a customer no longer needs it but remains an active customer. If the customer is leaving entirely, drop the customer instead, which automatically drops all their features. Dropping a number also drops all features on that number.

Steps:

1. View the feature
2. Click Actions menu > Drop Feature
3. Fill in the action form:

Required:

• Drop Date: The last date charges should apply

Optional:

• Cancellation Notice Given: The date the customer told you they no longer need this feature (only shown if enabled)
• Bill-To Date: Override the date charges are calculated to (only shown if enabled or in expert mode)
• Status Reason: Why the feature is being dropped (only shown if enabled)

4. Click Drop Feature

What happens:

• The platform calculates end dates and bill-to dates based on the drop date, taking into account any notice periods and minimum terms
• Charges are added up to the bill-to date, or refunded if charges have already been made beyond it. Usage charges after the end date are also refunded.
• As long as the customer remains active, usage charges continue to be allocated if they fall within the active period of the call plans
• Any remaining charges for this feature are billed as normal, provided the customer stays active

Reinstating a Feature

If a dropped feature is reactivated, you can restart charging from a date you choose.

Steps:

1. View the dropped feature
2. Click Actions menu > Reinstate Feature
3. Fill in the action form:

Required:

• Reinstate Date: The date you want to reinstate from (pre-filled with the date the feature was last dropped)

Optional:

• Status Reason: Why the feature is being reactivated (only shown if enabled)

4. Click Reinstate Feature

What happens:

• The feature status changes to Active and its end date is cleared
• If the reinstate date is in the past, the platform adds back-dated recurring charges
• The feature is billed as normal from the next billing run

Tip: To bill any back-dated charges straight away, raise a manual invoice after reinstating.

Deleting a Feature

You can permanently delete a feature and all its historical data. This should only be done if the feature was entered by mistake (for example, an accidental duplicate). Deleting a feature also means you need to recreate any invoices that reference it.

Important: Deletion removes all historical data and prevents simple reactivation.

Steps:

1. Make sure the feature has no transactions
2. Click Actions menu > Delete. If you can’t see this option, either the feature still has linked items or you don’t have delete permissions.
3. If successful, you’re taken to the customer or number page that was linked to the feature.