Features are where most of the money actually lives. Customers, numbers, and services set up the billing hierarchy, but features are the objects that produce charges: line rental, voicemail, call divert, hosting fees, support contracts, hardware rental, and anything else you bill a customer for outside call usage. Most one-off and recurring charges on an invoice come from a feature, with manually added transactions covering anything raised ad hoc.
A feature can be attached to:
- A number, for charges tied to a specific line (line rental, caller display, a specific voicemail box).
- A service, for subscription or contract charges that don’t belong to a single number (managed IT support, hosted platform licences).
- The customer directly, for account-wide charges that don’t belong to any single number or service (an account-level support fee, a minimum monthly spend top-up).
Each feature has its own Feature Type, start date, a recurring charge interval (monthly, quarterly, annually, and so on), and optional one-off and recurring charge amounts. Charges can be pro-rated to align with calendar periods, billed in advance or arrears, and scaled by a Feature Count for multi-unit sales (eight user licences, three handsets, fifty SIM cards).
Only set an end date when the service has actually been confirmed as ended. Once the end date is reached the feature stops billing, so leave it blank while the feature is still in service. For contract commitments and renewal markers, use the dedicated Minimum Term Date and Renewal Date fields instead. Renewal Date is informational only. Minimum Term Date keeps the feature billing through to that date even if it is dropped early, but does not itself stop billing when reached.
Call plans: a special feature
A call plan is a specific type of feature. You don’t set it up the way you’d set up line rental: it’s created automatically when you add a number, and it’s the object that allows the number to receive usage charges at all. Call plans can’t be converted to normal features, and normal features can’t be converted to call plans. Everything else on this page (dropping, reinstating, suspending, recurring charge changes) applies to both, but call plans have a few special behaviours around CDR dates and customer status that the start and end date notes cover.
How charges are priced
When the platform creates a one-off or recurring transaction for a feature, it checks three places in order: the feature itself, the standard feature it’s linked to, and finally the fixed fee tariff that applies. Use explicit charges on the feature when the pricing is bespoke for one customer, use a standard feature when many customers share the same rate, and use a fixed fee tariff when you want centralised pricing that varies by number type, feature type, or transaction type. See How Charge Values Are Determined for the full fallback chain.
What this page covers
- A full field reference for every field on the feature record.
- How to find, add, edit, and delete features.
- Workflows for changing recurring charges, dropping, reinstating, suspending, and changing billable status.
- Worked examples for mid-period price changes, feature count increases, and backdated additions.
For task-focused guides with worked examples, see Managing Features.
Field Reference
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, along with a link to add a manual transaction associated with the feature. In enhanced mode, a tab shows the transactions which relate to this feature.
The tables below list every field on the feature record, grouped by the section they appear in on the add/edit form.
Feature Details
This section stores the core information about the feature, including its type, description, count, and other identifying details. Features represent billable services attached to customers or numbers.
| Field | Description |
|---|---|
| Standard Feature | Predefined feature template to apply standard pricing and settings to this feature |
| Feature Type | The type of service this feature represents, which will be shown on invoices if no description is given |
| Feature Count | The number of instances of this feature being provided, which will multiply charges and discount allowances |
| Feature Committed Count | The minimum number of features the customer should be billed for, even if actual feature count drops below this number |
| Feature Auto Committed Count | Automatic calculation method for committed count, either using initial or peak feature count |
| Description | Description of the feature that will appear on invoices instead of the feature type if specified |
| Site | Site location where this feature is being provided |
| Campaign | Sales or marketing campaign associated with this feature |
| Customer Products | Products associated with this feature for product-based reporting and filtering |
| Internal Use | Internal notes about this feature (not visible to customers) |
| CRM Reference | External CRM system reference number for this feature |
Date Details
This section contains all the date-related information for the feature, including status, start date, end date, due date, renewal dates and term dates. These dates control when the feature is active and when billing occurs.
| Field | Description |
|---|---|
| Feature Status | Current status of this feature (e.g., Active, Dropped) which controls billing behaviour |
| Status Changed Date | Date when the feature status was most recently changed |
| Status Reason | Reason for the current status (e.g., reason for dropping or reinstating) |
| Sold Date | Date when the feature was sold, which may differ from when billing begins |
| Entered Date | Date when this feature was initially entered into the system |
| Start Date | Date from which the feature is active and billing begins |
| End Date | Date until which the feature is active (inclusive); leave blank for ongoing features |
| Due Date | Date from which the next recurring charge will be made |
| Annual Increase Reference Date | Reference date used for annual increases for this feature. Depending on how annual increases are managed, this can be the next increase date or the previous increase date. |
| Annual Increase Profile | Annual increase profile used for CPI/RPI/fixed amount price changes |
| Cancellation Notice Given | Date when cancellation notice was received for this feature |
| Renewal Date | Date when the feature is due for renewal (informational only, no billing effect) |
| Minimum Term Date | Date until which the feature will be billed even if dropped before this date |
| Committed Count Term Date | Date until which the committed count applies for billing purposes |
Charge Details
This section defines the billing charges associated with the feature, including one-off charges, recurring charges, transaction types, transaction codes, and VAT rates. These settings determine how the feature is billed.
| Field | Description |
|---|---|
| Total Feature Value | Total value of the feature over its lifetime, used for tracking total value charged and remaining |
| Instalments | Number of instalments over which the total feature value is split |
| Transaction Type (One-Off) | Type of transaction for one-off charges, determining how they appear on invoices |
| One-Off Charge | One-off charge applied on the start date of the feature |
| Transaction Code (One-Off) | Code for one-off transactions that can be included in invoice reports for accounting |
| Transaction Type (Recurring) | Type of transaction for recurring charges, determining how they appear on invoices |
| Recurring Charge | Charge applied periodically according to the recurring charge interval |
| S/C Interval | Frequency of recurring charges and whether they are calendar-aligned or prorated |
| Transaction Code (Recurring) | Code for recurring transactions that can be included in invoice reports for accounting |
| Transaction Code (Calls) | Code for call/usage transactions that can be included in invoice reports for accounting |
| VAT Rate | VAT rate to apply to one-off and recurring charges; uses customer default if not specified |
| VAT Rate (Calls) | VAT rate to apply to call/usage charges; uses customer default if not specified |
| Total Value Charged | Total amount of value charged for this feature to date |
| Total Value Remaining | Remaining value to be charged for this feature (total feature value - total value charged) |
Discount Scheme Details
This section contains discount scheme configurations for the feature, including initial and ongoing discount schemes and their respective end dates.
| Field | Description |
|---|---|
| Initial Discount Scheme | Initial discount scheme to apply to this feature |
| Initial Discount Scheme End Date | Date when the initial discount scheme expires |
| Ongoing Discount Scheme | Ongoing discount scheme to apply after the initial discount scheme expires |
| Ongoing Discount Scheme End Date | Date when the ongoing discount scheme expires |
Tariff Overrides
This section allows for the specification of tariff overrides for various call types, including inbound, national, mobile, and international calls. These settings override default tariffs at the customer or number level.
| Field | Description |
|---|---|
| Fixed Fee Tariff | Fixed fee tariff to apply to this feature, overriding customer or number defaults |
| Inbound | Tariff to use for inbound calls, overriding customer/number defaults |
| National | Tariff to use for national calls, overriding customer/number defaults |
| Mobile | Tariff to use for mobile calls, overriding customer/number defaults |
| Non-geographic | Tariff to use for non-geographic calls, overriding customer/number defaults |
| Service Numbers | Tariff to use for service numbers, overriding customer/number defaults |
| International | Tariff to use for international calls, overriding customer/number defaults |
| Extended International | Tariff to use for extended international calls, overriding customer/number defaults |
| Surcharges | Tariff to use for surcharges, overriding customer/number defaults |
| Bespoke Tariff 1 | Tariff to use for bespoke tariff 1, overriding customer/number defaults |
| Bespoke Tariff 2 | Tariff to use for bespoke tariff 2, overriding customer/number defaults |
Fill Discount Plan Pools
This section defines discount plan pool configurations for the feature, allowing multiple discount plans to be applied with varying multipliers.
| Field | Description |
|---|---|
| Allowance Pool Name | Name for the allowance pool to identify bundles of minutes or call allowances |
| Discount Plan 1 Multiplier | Multiplier for the first discount plan to control allowance amount |
| Discount Plan 1 | First discount plan to apply to this feature |
| Discount Plan 2 Multiplier | Multiplier for the second discount plan to control allowance amount |
| Discount Plan 2 | Second discount plan to apply to this feature |
| Discount Plan 3 Multiplier | Multiplier for the third discount plan to control allowance amount |
| Discount Plan 3 | Third discount plan to apply to this feature |
| Discount Plan 4 Multiplier | Multiplier for the fourth discount plan to control allowance amount |
| Discount Plan 4 | Fourth discount plan to apply to this feature |
Carrier Charge Details
This section contains carrier-specific information for the feature, including carrier identification, product details, and wholesale charges. These settings are used for calculating profit margins and reconciling with carrier invoices.
| Field | Description |
|---|---|
| Feature Carrier | Carrier providing this service |
| Carrier Product | Product code used by the carrier for this service |
| Carrier Product (Advanced Match) | Advanced matching pattern for carrier product codes for reconciliation |
| Carrier Reference | Reference number used by the carrier for this service |
| Carrier Reference (Advanced Match) | Advanced matching pattern for carrier reference numbers for reconciliation |
| Carrier One-Off Charge | One-time wholesale cost charged by the carrier for this service |
| Carrier Recurring Charge | Recurring wholesale cost charged by the carrier for this service |
Commission Details
This section defines commission-related settings for the feature, including commission holders, profiles, and commission amounts for both one-off and recurring charges.
| Field | Description |
|---|---|
| Sold By | User who sold this feature |
| One-Off Commission Profile | Commission profile for one-off charges, defining commission rates and schedules |
| Recurring Commission Profile | Commission profile for recurring charges, defining commission rates and schedules |
| Call Commission Profile | Commission profile for call/usage charges, defining commission rates and schedules |
| Commission Holder | Primary user who receives commission for this feature |
| One-Off Commission | Commission amount for one-off charges for the primary commission holder |
| One-Off Commission Type | Commission calculation method for one-off charges (fixed amount or percentage) |
| Recurring Commission | Commission amount for recurring charges for the primary commission holder |
| Recurring Commission Type | Commission calculation method for recurring charges (fixed amount or percentage) |
| Commission Holder 2 | Secondary user who receives commission for this feature |
| One-Off Commission 2 | Commission amount for one-off charges for the secondary commission holder |
| One-Off Commission Type 2 | Commission calculation method for one-off charges for secondary commission holder |
| Recurring Commission 2 | Commission amount for recurring charges for the secondary commission holder |
| Recurring Commission Type 2 | Commission calculation method for recurring charges for secondary commission holder |
| Sale Type | Type of sale for commission reporting (e.g., new sale, cross-sell, up-sell) |
Updated Date Details
This section contains information about when changes to the feature were made and from what effective date they apply. These settings control how billing adjustments are made when features are modified.
| Field | Description |
|---|---|
| Change Effective From | Date from which changes to feature charges should take effect |
| Last Change Effective From | Date when the most recent change to this feature took effect |
| Last Change Reason | Reason for the most recent change to this feature |
Term Details
This section defines the terms associated with the feature, including renewal periods, minimum terms, committed count terms, and notice periods. These settings control contractual obligations and billing behaviour when features are cancelled.
| Field | Description |
|---|---|
| Renewal Period Length | Length of time between renewals of this feature |
| Renewal Period Length Type | Unit of time for the renewal period length (days, weeks, months, years) |
| Minimum Term Length | Minimum contractual period for this feature |
| Minimum Term Length Type | Unit of time for the minimum term length (days, weeks, months, years) |
| Committed Count Term Length | Period for which the committed count applies |
| Committed Count Term Length Type | Unit of time for the committed count term length (days, weeks, months, years) |
| Notice Period Length | Required notice period for cancellation of this feature |
| Notice Period Length Type | Unit of time for the notice period length (days, weeks, months, years) |
System Information
This section contains system-generated information about the feature, including timestamps of when various actions were performed on the feature.
| Field | Description |
|---|---|
| Last Modified | Timestamp of the most recent modification to this feature |
| Created | Timestamp when this feature was created |
| Dropped | Timestamp when this feature was most recently dropped |
| Reinstated | Timestamp when this feature was most recently reinstated |
Identification
This section contains the core identifiers for the feature record.
No fields defined for this section.
Notes on key fields
Standard Feature
If many features share similar details (for example, you have standard pricing for a single telephone line), set up a standard feature containing the common details so you don’t have to re-enter them for every service sold. You can use most of the details from a standard feature and override a few by entering the values into the fields you want to override on the feature itself.
Feature Type and Description
The Feature Type specifies the class of service provided and appears on invoices. Typical types include line rental, voicemail, and call divert. If set, the Description is shown on invoices instead of the feature type.
Feature Count and Committed Count
Feature Count specifies that multiple instances of the service have been provided. One-off and recurring charges are charged multiple times, and any discount bundles are multiplied by the count.
Feature Committed Count is the minimum number of features the customer should be billed for. If the Feature Count drops below this number, the Committed Count is used instead. You can set an end date for the commitment; beyond that date the charged Feature Count may drop below the Committed Count.
Feature Auto Committed Count lets the Committed Count be calculated automatically, either from the initial Feature Count or from the peak Feature Count. With peak mode, the Committed Count automatically increases when the Feature Count rises above it. If Extend Term is selected and a commitment term is set, the term is automatically extended when the committed count increases. Auto mode can also be set on the standard feature or feature type.
Feature Status
The exact operation of each status is customisable, but by default:
- Active: Billed as usual.
- Dropped: Existing charges continue to be billed, but no new charges accrue.
- Active - Do Not Bill: Not billed during billing runs, but charges still accrue. These can be carried forward, billed manually, or deleted.
Sold Date, Start Date, and End Date
The Sold Date is informational and records when the service was sold, which may differ from when billing commences. When a feature is added as part of the number entry process, the number’s sold date is used here.
The Start and End Dates denote the range of dates the service is live and chargeable (for recurring charges). Enter an End Date only where the service stops on a specified date; leave blank for open-ended services. Both dates are inclusive, so the End Date is the last date charges apply.
If a feature is added to a number during number entry and no start date is given, the Sold Date of the number is used. If the number or customer is dropped, the feature is dropped automatically and an end date set. If the feature is manually dropped, no end date is automatically set, letting you provide one if appropriate.
Important: An End Date on its own is not the same as ending the service. The feature remains Active in reports, the activity log, and the customer’s record until you drop it. Setting an End Date stops future recurring charges from accruing past that date, but the record still counts as live for any process that filters by status: bulk updates, annual price increase reports, feature counts and committed-count comparisons, audit exports, and integrations.
When a service has actually ended, drop the feature rather than just setting an end date:
- Drop the feature when you know the service has finished. Dropping closes off any pending charges or refunds cleanly, sets the end date automatically, and removes the feature from active-feature filters. See Dropping a Feature.
- Set an End Date without dropping only when the feature is still in service but has a known stop date in the future, and you want it to keep billing up to that date. Plan to revisit and drop it once it has actually ended.
Active-but-ending features can still be picked up by routine work even though they look “done”. A bulk update applied with an explicit effective date, for example, may back-charge the period up to that date at the existing rate. Dropping the feature once it has ended avoids these surprises.
For a call plan, usage fees are not charged for any use before the Start Date or after the End Date. By default, the statuses of the number and call plan do not affect usage charge allocation. Numbers are charged usage fees for the period they were active, even if usage data arrives after the number is dropped. The customer’s status does affect allocation: once a customer is dropped, none of their numbers are charged usage fees. When adding a number, you can specify a specific start date for the call plan; if no date is set, the sold date for the number is used.
Due Date
The Due Date is the date the next recurring charge will be made. It is set automatically when the one-off charge, or the first recurring charge, is applied, and is updated as recurring charges apply. Normally leave it blank when entering a new feature. A date entered here is used instead of the start date when applying the first recurring charge, and no one-off charge is applied when a due date is manually set.
Warning: manually altering the due date once billing has begun may cause double-billing or gaps. Removing the due date resets the feature. All existing charges are deleted or refunded and new charges are levied at the current rates.
Minimum Term Date, Committed Count Term Date, and Renewal Date
Minimum Term Date sets a commitment period for the service. If the feature is dropped before this date, it is billed until this date. Override by specifying a different date as the Change Effective From Date when dropping. The Minimum Term Date may be calculated automatically using the Start Date and Minimum Term.
Committed Count Term Date sets a commitment period for the committed count. Until this date, the feature is charged for the committed count when it is higher than the actual count. May be calculated automatically using the Start Date and Committed Count Term.
Renewal Date is informational and records when the customer is expected to renew. Useful for reports and reminder emails, but has no effect on billing. 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. The Annual Increase Profile is the type of increase that applies (CPI, RPI, Fixed Amount, or None), and the Annual Increase Reference Date is when the next increase is due. These fields are for reference and reporting. They don’t trigger price changes automatically. See Price Increases for full details.
How Charge Values Are Determined
When the platform creates a one-off or recurring transaction, it looks for the charge amount in this order:
- Feature: a value entered directly on this feature.
- Standard feature: a value from the linked standard feature, if the feature’s field is empty.
- 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
Transaction Types specify the type of the transaction generated for one-off and recurring charges. The type is shown on invoices and determines the group on the invoice it is totalled within. A transaction type may have a default code, or one may be specified on the feature. These codes can be included in invoice reports for accounting-package import. A separate code may be specified for call/usage fee transactions.
Charges and Recurring Charge Interval
Charges are multiplied by the Feature Count if set. Entering zero causes zero-rated charges to be invoiced, showing the customer the service is explicitly not being charged for. To avoid a zero charge being made, leave the relevant charge field empty.
The Recurring Charge Interval controls both how often a recurring charge is applied (monthly, annually, and so on) and how far in advance or arrears charges are made. Intervals may be calendar-aligned (for example, charges for calendar months). With calendar alignment, the first (or second) recurring charge is pro-rated to align to a calendar period, and subsequent charges are for a full calendar period. Charges are also pro-rated if the feature stops part-way through a billing period. One-off charges are added once, but an interval specifies whether they are billed in advance or arrears; the one-off charge is billed at the same time as the first service charge. A recurring charge interval must be set if a recurring charge amount is entered, otherwise no recurring charges are made.
Carrier Charge Details
Wholesale charges may be specified alongside retail charges to calculate profit margins or compare against actual fees. Wholesale costs use the same recurring charge interval as retail. If your charging period differs from how you bill the customer (for example, billing the customer annually but paying the provider monthly), enter the carrier costs on a second feature with the customer’s charges left empty.
Commission
Only users with commission holder status appear in the Commission Holder list. Auto-allocation options let you allocate commission based on the customer or number the feature is attached to.
Commission may be calculated as a fixed one-off and/or recurring amount, or as a percentage of the retail amount or profit for one-off, recurring, and usage charges. Fixed amounts follow the pro-rata and advance billing rules set in the recurring charge interval.
Update Method and 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 makes the necessary charges and refunds. If no changes to existing charges should be made, leave the date empty and select “Don’t Modify Existing Charges”. The change then takes effect at the next recurring charge. See Dropping a Feature and Reinstating a Feature.
The Last Updated Date shows the most recently used effective-from date, so you can check later when a change was made. The Last Updated Reason is set by the platform to summarise any changes it has made, but you can override it to record 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.
- Enter the feature description
- 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
- View the customer or number the feature should be attached to
- Check the existing features list to avoid entering a duplicate
- Click Add > Feature in the menu bar
- If you have suitable default values saved, load them using Default Values > Load in the menu bar
- 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.
- 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.
Backdating and Mid-Period Features
Pro-rated first charge
When you add a feature with a Start Date part-way through a billing period and the recurring charge interval is calendar-aligned, the first recurring charge is pro-rated automatically. For example, if billing runs on the 1st of each month and you add a £50/month calendar-aligned feature starting 15 March, the first charge covers 15–31 March (roughly £27) and the next full charge of £50 covers April. Non-calendar-aligned intervals always charge the full amount from the start date.
Setting a past Start Date
You can set the Start Date to a date in the past to backdate a feature. The platform creates charges from that date, pro-rated for any partial periods. This is useful when a service was agreed earlier but not entered straight away.
Already-issued invoices
Backdated charges land on the customer’s Unsent invoice. If you need them on an invoice that has already been issued:
- Unapprove the original invoice
- Move the transactions from the Unsent invoice onto the original
- If the feature has a discount plan, reapply discount plans on the invoice so allowances are recalculated
- Recreate the bill PDF and approve it again
Editing a Feature
- View the feature and click Edit
- 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
- 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:
- View the active feature
- Click Actions menu > Change Recurring Charge
- Fill in the action form:
Optional:
- New Recurring Charge: The new charge amount
- Feature Count: The new feature count (only shown if feature counts are enabled for your platform). If you don’t see this field, ask your system administrator to enable it.
The form also shows the Change Recurring Charge From Date. This defaults to the next changeover date but can be changed to override when the new charge takes effect.
- Charge Change Mode: Controls how existing charges are handled when the From Date falls within an already-charged period. This field only applies when a From Date is set.
- Replace Existing Charges (default): Refunds or deletes old charges from the changeover date and adds new ones at the new rate.
- Add New Charges, Leave Existing Untouched: Adds new charges from the From Date without removing or refunding existing ones. From Date is required and must be on or before the next due date. Use when a credit note is being raised outside the platform to cover the old charges.
- Add Delta Charges/Refunds: Keeps approved charges in place and adds adjustment rows for the net difference only. Unapproved charges are updated in place. This option only appears when the Recurring Charge Adjustment and Recurring Charge Adjustment Refund transaction types are configured on your platform.
- Click Change Recurring Charge
What happens:
Replace mode (default):
- 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
Add mode:
- Existing charges are left exactly as they are
- New recurring charges are added from the From Date at the new rate, pro-rated as needed
- The next due date is updated to reflect the new charge cycle
- Use this alongside an externally-raised credit note to cover the old charges
Delta mode:
- Approved charges already on invoices stay untouched
- The platform adds adjustment rows for the pro-rated difference between the old and new rates
- Unapproved charges (not yet on a finalised invoice) are updated in place to the new rate
- From the next full billing period, charges are created at the new rate as normal
Charges are pro-rated according to the feature’s Recurring Charge Interval. Calendar-aligned intervals pro-rate the partial period at the new rate automatically.
Worked Example: Increasing Feature Count Mid-Month
A customer has 7 user licences at £10/month each (Feature Count = 7, Recurring Charge = £10). Monthly billing runs on the 1st, calendar-aligned. The customer wants an 8th licence from 15 March.
- Open the feature and click Actions menu > Change Recurring Charge
- Leave New Recurring Charge blank (the per-unit price stays at £10)
- Set Feature Count to 8
- Confirm the From Date is 15 March
- Click Change Recurring Charge
The platform refunds remaining March charges at the old rate, adds charges at the new rate pro-rated for 15–31 March, and charges £80/month from April.
Worked Example: Price Change with Delta Mode
A customer pays £50/month for a feature. March has already been invoiced. The price rises to £60 from 15 March.
- Open the feature and click Actions menu > Change Recurring Charge
- Set New Recurring Charge to £60
- Set the From Date to 15 March
- Set Charge Change Mode to Add Delta Charges/Refunds
- Click Change Recurring Charge
The approved £50 charge for March stays on the invoice. The platform adds an adjustment row for the pro-rated difference: 17 days at £10/month difference is roughly £5.48. From April, the feature charges £60/month.
Worked Example: Adding New Charges When a Credit Note Is Raised Externally
A customer pays £50/month. April has already been invoiced and approved. The price rises to £60 from 1 April. The operator raises a credit note for the £50 April charge outside the platform.
- Open the feature and click Actions menu > Change Recurring Charge
- Set New Recurring Charge to £60
- Set the From Date to 1 April
- Set Charge Change Mode to Add New Charges, Leave Existing Untouched
- Click Change Recurring Charge
The approved £50 April charge stays on the invoice. A new £60 charge is added for April. Combined with the external credit note for £50, the customer pays the net £60. From May, the feature charges £60/month.
For a step-by-step walkthrough, see Changing Recurring Charges in the features user guide.
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, Reinstating, and Changing Feature Status
To manage a feature’s status, 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.
- Actions menu > Suspend Feature: Moves the feature to a suspended status. Recurring charges are suppressed while suspended.
- Actions menu > Unsuspend Feature: Removes the suspended status and back-fills any missed recurring charges.
- Actions menu > Make Feature Non-Billable: Moves the feature to a non-billable status. Automated billing runs skip the feature while non-billable.
- Actions menu > Make Feature Billable: Restores billing and back-fills any missed recurring charges.
See the sections below for step-by-step instructions for each action.
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:
- View the feature
- Click Actions menu > Drop Feature
- 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)
- 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:
- View the dropped feature
- Click Actions menu > Reinstate Feature
- 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)
- 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.
Suspending and Unsuspending a Feature
Suspension lets you temporarily pause a feature without dropping it. The feature stays active, but recurring charges are suppressed while the feature is suspended. Usage charges (such as call charges) still apply during suspension.
When you unsuspend the feature, the platform back-fills any recurring charges that were missed during the suspension period.
Suspend Feature
Moves a feature to a suspended status.
When to use: Temporary holds on specific charges, seasonal pauses, service disputes on individual features.
Steps:
- View the feature
- Click Actions menu > Suspend Feature
- Fill in the action form:
Required:
- Status: The suspended status to apply
Optional:
- Status Reason: Why the feature is being suspended
- Click Suspend Feature
What happens:
- The feature’s status changes to the selected suspended status
- Recurring charges stop being generated for this feature
- Usage charges (such as call charges) continue to apply
- The feature remains active. It is not dropped
Unsuspend Feature
Removes the suspended status and resumes normal billing.
When to use: End of a temporary suspension, dispute resolved, feature ready to resume.
Steps:
- View the suspended feature
- Click Actions menu > Unsuspend Feature
- Fill in the action form:
Required:
- Status: The active status to restore
Optional:
- Status Reason: Why the suspension is being lifted
- Click Unsuspend Feature
What happens:
- The feature’s status changes to the selected non-suspended status
- The platform back-fills recurring charges for the period the feature was suspended
- Normal billing resumes from the next billing run
Tip: To bill any back-dated charges straight away, raise a manual invoice after unsuspending.
Changing a Feature’s Billable Status
You can move a feature between billable and non-billable statuses without changing whether it is active or suspended. Automated billing runs skip non-billable features, but you can still raise manual invoices.
When you make a non-billable feature billable again, the platform back-fills any recurring charges that were missed while the feature was non-billable.
Make Feature Non-Billable
Moves a feature to a non-billable status.
When to use: Complimentary features, internal use, billing holds on specific charges.
Steps:
- View the feature
- Click Actions menu > Make Feature Non-Billable
- Fill in the action form:
Required:
- Status: The non-billable status to apply
Optional:
- Status Reason: Why the feature is being made non-billable
- Click Make Feature Non-Billable
What happens:
- The feature’s status changes to the selected non-billable status
- Automated billing runs skip this feature while non-billable, but you can still raise manual invoices
- The feature remains active. It is not dropped
Make Feature Billable
Restores a non-billable feature to a billable status.
When to use: End of a complimentary period, feature converted to a chargeable feature.
Steps:
- View the non-billable feature
- Click Actions menu > Make Feature Billable
- Fill in the action form:
Required:
- Status: The billable status to apply
Optional:
- Status Reason: Why the feature is being made billable
- Click Make Feature Billable
What happens:
- The feature’s status changes to the selected billable status
- The platform back-fills recurring charges for the period the feature was non-billable
- Normal billing resumes from the next billing run
Tip: To bill any back-dated charges straight away, raise a manual invoice after making the feature billable.
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:
- Make sure the feature has no transactions
- 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.
- If successful, you’re taken to the customer or number page that was linked to the feature.