Page Comparison

Procedures & concepts used in administering OIT's service chargeback billing in PCR-360 and Banner

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Billing Administration Tasks (& Triggers)

PCR/billing tasks integrated with Telecom request fulfillment

New Telecom service request →

1. Create PCR service order: enter JSM issue key + work summary into description, index code into Owner, reporter into Requestor, add expected Actions, Save

2. Coordinate telecom work in JSM issue

After work is complete / JSM issue is resolved →

1. Refine PCR Service Order with Actions & Charges that actually occurred

2. Copy Service Order description into each Charge description, verify total charges and GLA

3. Move Service Order from Pending to Complete, Save, Finalize order effective today

Monthly charge creation

Import AdobeSign charges into PCR-360

(800 Numbers, Expanded Conference Calling) Michele exports service rebilling report/invoice and emails help-billing →

1. Create one service order for all charges

   1. Owner - Department: 610300: TEL Telecommunications

   2. Requestor: Webber, Michele

   3. Description like

      1. Ticket# ITSD-86303 AT&T Toll Free Usage Rebilling, Banner I10755594, August 2021

      2. Ticket# ITSD-87303 Arkadin Conference Call Rebilling, Invoice 2108178103, Banner I1075908, August 2021

2. Create charge for each line/usage in report, with charge override for actual amount, GLA override for index code, Customer-friendly description

   1. 800 Numbers: charge code TOLLFR-USAGE, one charge for each 800 number, Description like Toll-free billing for July 2021 on line 800-879-5088

   2. Expanded Conference Calling: charge code CONF, calls are grouped by moderator PIN code [mapping to index codes], one charge for each call, Description like Conference call charges for host UC Attorneys 6/4/2021

3. Save, Verify total charge amount, Complete, Finalize service order.

Process a cash customer payment

We (Michele>Brent) receive a check or customer sends ACH/card/check to cashier & they email us (Michele>help-billing) for deposit instructions →

1. Log payment onto the Cash customers google sheet

   1. When balance hits zero, hide rows

2. Enter payment in PCR-360

   1. Admin > Billing > Payments, Add

   2. search for Account

   3. Description: “Payment by check #xxxx for invoice #xxxx”

   4. Method of Payment

   5. Amount

   6. Payment date: date processed (today)

   7. Add existing invoice: select invoices that were paid by this payment

   8. Save New

   9. See payment you just entered, Pending, select, Process Selected

3. Deposit payment with PSU cashier

   1. Create deposit slip from fillable PDF template

      1. Fill in: Deposit Direction, PSU ID line, Preparer information, top Amount (by payment type), bottom Amount (by destination)

   2. For physical checks:

      1. Print the deposit slip onto paper

      2. Scan it and the check to a PDF

      3. Save this PDF using Customer date amount filename convention and put a copy into Deposit slips

      4. Deliver slip & check in person to cashier’s office (or to mailroom to go to cashier via intercampus mail during COVID)

   3. For payments already at cashier:

      1. Save the deposit slip (print to non-fillable PDF) using Customer date amount filename convention and put a copy into Deposit slips

      2. Reply to the email from the cashier’s office with the deposit slip PDF attached.

Monthly billing for JV and cash customers

Low-Level Specific Procedures in PCR-360

Charge (catalog item)

Add

Modify

When you modify the price for a recurring charge, make sure to select Update – Date to Last Billed so that the next billing cycle uses only the new price. (Otherwise the customer may be billed twice, once at the old price and once at the new.) [PCR-360 Documentation]

Remove

Service (instance)

Add

Modify

Remove

Bulk updates

Service (catalog item)

Add

Modify

Remove

Cash customers

Update cash customer contact info

Change Contact Information google sheet & PCR-360 (People > Departmental Hierarchy)

Review cash customer balance/bills

Reporting > Bills/Calls > GLA Account Management

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Service provision → PCR-360 → Banner billing cadence

A charge categorized by PCR’s Billing tab M/Y field as 08/20xx indicates billing for service rendered in OIT’s current standard 8/21-9/20 billing period, which we often call September, and which will be processed as a JV or billed to a cash customer later that month, September 21-30.

• Bills are based on 30/31 day months ending the 20th: 21st of last month - 20th of this month. This is the service/billing period.

• Shortly after the 20th, PCR bills are generated based on the just-closed billing period, including all charges dated inside it.

• The PCR export is imported automatically into Banner the night after bill generation. There are sometimes errors (mostly expired index codes) which are repaired manually before re-importing.

• The date of the successful Banner import (generally any day between the 21st and last business day of the calendar month) becomes the date on the JV in Banner. Banner JVs are visible to fiscal officers; PCR invoices are available to TCs via PCR login.

• Cash customer bills are manually created and sent by email each month shortly after the PCR bill generation.

• Rebilled vendor charges (Adobe Sign e-signature, 800 Numbers, Expanded Conference Calling) are billed to customers one month late, since they’re imported into PCR during the 1st-20th of the month after a calendar month of service (Adobe Sign) or after the vendor bill arrives (others), and processed/JV'd normally later that month. So transactions for the calendar month of August would generally be imported and PCR-dated some time in September (1-20) and JV dated later in September.

Roles & Responsibilities

• The ICAT team provides PCR-360 as a service to OIT to use for billing administration, supporting the application (using SLA2 servers OIT Managed Servers co-managed by LAP).

• The TDC team (Indy) uses PCR-360 to coordinate TI Telecom service request fulfillment, with integrated billing service/charge changes

• The SMO team (Indy and Brent use ) uses PCR-360 to administer OIT billing:

  • Import rebilled vendor charges for rebilling (Adobe Sign e-signature, 800 Numbers, Expanded Conference Calling)Trigger the monthly PCR-to-Banner JV export

  • Create & send bills for cash customers

  • Process payments from cash customers

  Michele handles related tasks: (italics will migrate to Indy/Brent)

  • Process changes/charges from all "Billing change" requests + credits for all services/charges

  • Charge campus customers for miscellaneous bills paid by OIT

  • Resolve Trigger the monthly PCR-to-Banner JV export & resolve Banner JV load failures due to expired index codes

  • Create & send monthly bills for cash customers

  • Process payments from cash customers

• Michele handles related tasks:

  • Alter Banner JVs before resubmission to address errors (usually expired index codes

  • Adjust STATION-SPLIT total periodically to maintain OIS102 balances near zero (and similarly HCOM-SPLIT)

  • Issue credits/refunds to cash customers

  • State bond reconciliations for project charges billed to CPC index codes

Potential Improvements

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Incorporate Leslie’s Monthly Billing Checkup actions into monthly billing

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Use PCR-360 native PDF generation and customer account tracking to replace https://docs.google.com/spreadsheets/d/1hPVBU--2cBdEVWQmErZpTNvkiUJkkbjpfq87M33tkyU/edit#gid=0

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• Department fiscal officers see charges against their index codes via financial reports in Banner

• Telecom Coordinators and fiscal officers can view detailed invoices for any index code in the PCR-360 customer center