Freeside:3:Documentation:User

Introduction

About

http://www.freeside.biz/~ivan/freeside-slides/html/slide_1.html ?

AGPL now

Navigation and Preferences

http://www.freeside.biz/~ivan/freeside-slides/html/slide_2.html

Customers, Packages and Services

http://www.freeside.biz/~ivan/freeside-slides/html/slide_3.html

http://www.freeside.biz/~ivan/freeside-slides/html/slide_4.html (simple case: single package and service)

Prospects

Prospect view

Qualifications

If you have any qualification-capable services configured, you may perform qualifications using the "New Qualification" link. Previously-performed qualifications may be viewed from "View Qualifications". See Package Qualifications for details.

Customers

Adding customers

http://www.freeside.biz/~ivan/freeside-slides/html/slide_5.html

Customer view

http://www.freeside.biz/~ivan/freeside-slides/html/slide_6.html

Tickets

http://www.freeside.biz/~ivan/freeside-slides/html/slide_7.html

Packages

http://www.freeside.biz/~ivan/freeside-slides/html/slide_11.html

Package Dates

There are several dates which can be set on a package for a wide range of functionality

• Start date - Delay the package's first billing until a date in the future. Setting this in the past will have no effect and the package will bill immediately.
• Setup date - The first day the package bills. This also controls the billing of setup fees. Once a setup date is established on a package the setup fee will not bill

• Last bill date - The last date the package billed

• Next bill date - The next date the package will bill.

• Contract end date - Notes the end date of the customers current contract. Does not have any billing implications unless you setup billing events to suspend packages which have a lapsed contract end date. This date can also be used in the advanced package reports for auditing purposes.

It is not advised to manually edit last or next bill dates as editing these incorrectly can have undesired results.

NOTE: Package date editing will deprecated in 4.x in favor of specific work flow functionality.

Qualifications

If you have any qualification-capable services configured, you may perform qualifications using the "New Qualification" link under Packages, and then choosing the "Qualify using" field appropriately and filling out the form.

Previously-performed qualifications may be viewed from "View Qualifications".

Notes specific to New Qualification for Ikano:

1. An address is always required
2. Location Type may be only one of the fixed Ikano values - see their documentation
3. Location Kind must always be chosen
4. Dry loops - always leave "Service Telephone Number" empty
5. Line-share (non dry loops) - always fill in "Service Telephone Number"

Notes specific to qualification results / viewing previous qualifications for Ikano:

1. The view qualification page will show all possible packages in Freeside which you can order, based on the customer data which was qualified
2. Click on the package to order

Services

Accounts

http://www.freeside.biz/~ivan/freeside-slides/html/slide_12.html

DSL

Ikano-specific notes:

• New Orders

1. Perform a qualification (see Qualifications above)
2. Order one of the qualifying packages shown on the qualification result and set the start date and location on this package appropriately
3. For dry loops, leave the Service Telephone Number blank and choose the "Standalone" Loop Type
4. For line-share (non dry-loops), always fill in the Service Telephone Number and choose the "Line-share" Loop Type

• Viewing DSL Orders - click on the service to view all order data, including notes placed on the order by Ikano or you via their web portal
• Canceling DSL Orders
  • A NEW order in NEW or PENDING statuses may be canceled immediately - do a normal "Cancel now" on the package
  • A NEW order in COMPLETED status may be canceled by expiring the package - do a normal "Cancel later" on the package with a cancel date at least 48 hours in future
• Changing PPPoE password - edit the service and change the password
• Suspending and unsuspending - do a normal Suspend Now or Unsuspend on the package
• Processes not supported currently (use the Ikano web interface for now):
  • Canceling NEW orders in any status other than NEW, PENDING, or COMPLETED
  • Anything involving CHANGE orders - e.g. changing the package/service, canceling a change/move, performing a move
  • Aborting cancellations (unexpiring packages) while a CANCEL order is in NEW or PENDING status
  • Syncing an order's disconnect or activation date to the package dates
• Due to Ikano's API, it will not be possible to place notes on an order from Freeside, so this cannot be implemented

Payment history and actions

http://www.freeside.biz/~ivan/freeside-slides/html/slide_13.html

Invoices

Invoices are generated by the system. The charges on each invoice reflect the setup/one-time, recurring and usage charges of that customer's packages. Invoices increase the customer's balance.

To add new packages or charges to a customer, use the "Order new package" or "One-time charge" links in the Packages section of the Customer View page.

To generate a pending invoice for a customer, use the "Bill now" link at the top of the Customer View page.

Payments

Payments are money the customer pays. Payments decrease the customer's balance.

Check and Cash payments

• To post a check or cash payment, use the "Enter check payment" or "Enter cash payment" links at the top of the Payment History section of the customer view page.
  • Enter the amount of the payment.
  • For check payments, enter the check number.
  • Leave "Auto-apply to invoices" set to "yes" if you would like the system to apply the payment to any open invoices (oldest first). Or change "Auto-apply to invoices" to "no" if you would like to apply the payment to invoice(s) (or refund(s)) manually.

• Multiple check payments can also be entered in a batch under Tools -> Quick Payment Entry.

Credit card and electronic check (ACH) payments

• Credit card or electronic check payments will be initiated by the system for customers with Billing Type "Credit card (automatic)" or "Electronic Check (automatic)".

• Payments can be initiated manually by using the "Process credit card payment" or "Process electronic check (ACH) payment" links, in the Payment History section of the customer view page.
  • Enter the amount to process (defaults to the customer's current outstanding balance).
  • For credit card payments, enter the card number, expiration date, name on card and billing address. If the customer has a card on-file, the masked card number ("4111xxxxxxxx1111") and other information can be left as-is to charge the on-file card.
  • For electronic check payments, enter the account number, account type, ABA or routing number, and bank name (other information such as bank state, social security number, or driver's license number may also be required by some payment gateways). If the customer has electronic checking information on-file, the masked account number and other information can be left as-is to charge the on-file bank account.
  • Check "Remember this information" to save the payment information on-file.
  • Also check "Charge future payments to this credit card/electronic check automatically" to charge the customer automatically in the future.

• Customers may use the self-service interface to pay by credit card or electronic check themselves.

Payment application

• Payments are applied to a specific invoice (or split between multiple invoices).
• The "(apply)" and "(unapply)" links next to specific payment (in the Payment History section of the customer view page) can be used to change the application of payments to specific invoice(s) and/or refunds(s).

Credits

Credits are adjustments to the amount the customer owes. Credits decrease the customer's balance.

• To post a credit, use the "Enter credit" link at the top of the Payment History section of the customer view page.
  • Enter the amount to credit.
  • Select the reason for the credit or enter a new reason.
  • Leave "Auto-apply to invoices" set to "yes" if you would like the system to apply the credit to any open invoices (oldest first). Or change "Auto-apply to invoices" to "no" if you would like to apply the credit to invoice(s) (or refund(s)) manually.

• Like payments, credits can be applied to an invoice (or split between multiple invoices). For example, a credit to reverse an incorrect invoice or write off an invoice as bad debt could be applied to that specific invoice.
• Credits can also be applied to refunds to indicate that the credit was refunded to the customer instead.
• The "(apply)" and "(unapply)" links next to specific credits (in the Payment History section of the customer view page) can be used to change the application of credits to specific invoice(s) and/or refunds(s).

Refunds

Refunds are money paid to the customer. Refunds increase the customer's balance.

Check and Cash refunds

• Posting refunds
• Applying and unapplying refunds.

Credit card and electronic check (ACH) refunds

• To refund a specific credit card or electronic check (ACH) payment back to the customer, use the "(refund)" link next to that specific payment (in the Payment History section of the customer view page). This will process a refund for the amount of the payment with the payment gateway.

Ticketing

Link to RT documentation

New ticket

http://www.freeside.biz/~ivan/freeside-slides/html/slide_8.html

Ticketing Main

http://www.freeside.biz/~ivan/freeside-slides/html/slide_9.html

Ticket View

http://www.freeside.biz/~ivan/freeside-slides/html/slide_10.html

Searching and Reporting

http://www.freeside.biz/~ivan/freeside-slides/html/slide_14.html

Customers

• To search for a customer, enter the customer number, name, company name or contact phone number into the "Search customers" box at the top of each page. Name and company are "fuzzy" searches that will attempt to find a close match if no exact match is found.
• Other customer browsing and reporting is available from Reports -> Customers
• For advanced reporting with specific criteria, use the "Advanced" link next to the "Search customers" box at the top of each page, or go to Reports -> Customers -> Advanced customer reports

• To search for a customer by invoice number or service information (such as username, email address, domain or service phone number), use the invoice or service search, then click on the customer or "View this customer" link.

Invoices

• To search for an invoice, enter the invoice number into the "Search customers" box at the top of each page.
• Other invoice browsing and reporting is available from Reports -> Invoices
• For advanced reporting with specific criteria, use the "Advanced" link next to the "Search invoice" box at the top of each page, or go to Reports -> Invoices -> Advanced invoice reports

Packages

• Package browsing and reporting is available from Reports -> Packages
• For advanced reporting with specific criteria, go to Reports -> Packages -> Advanced package reports

FCC Form 477

• See Freeside:3:Documentation:User:Form_477.

Services

• To search for a service such as username, email address, IP address, MAC address, domain or service phone number, enter the search data into the "Search servcies" box at the top of each page.
• Other service browsing and reporting is available from Reports -> Services

Tickets

• To search for a ticket, enter the ticket number, subject, or email address into the "Search tickets" box at the top of each page.
• A fulltext ticket search can also be performed by entering "fulltext:searchstring" where searchstring is the string to search for.
• For advanced reporting with specific criteria, use the "Advanced" link next to the "Search tickets" box at the top of each page.

Financial Reports

A/R Aging

Go to Reports -> Financial -> A/R aging to pull up an aging report

• Select "All customers" to pull up a report including all customers.
• Select "Customers with a balance" (the default) to pull up a report only including customers with a balance. Optionally enter a number of days to pull up a report only including customers with balances over the specified number of days old.

Sales tax liability

Go to Reports -> Financial -> Sales tax liability to pull up a report of total sales and taxes, for example, to pull up numbers to add to Quickbooks or another accounting package.

• Enter start and end dates to restrict the search to a specific time period.
• Check "Show tax classes" to break down sales and taxes by tax class.
• Check "Show package classes" to break down sales and taxes by package class.

• In the resulting sales tax report, all clickable links take you to a detail report of the specific items making up the number reported.

Auditing Legacy Data

http://www.freeside.biz/~ivan/freeside-slides/html/slide_15.html