Overview

You want to set the rate (or price) for a customer to a specific amount for a certain term (in months).

Solution

Open a Support ticket with the customer account number, the corresponding rate that needs to be updated, and the specific term (in months), if applicable. We will make the required changes and inform you.

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It is likely the client will be unable to make the change on their own as the option to enter a commercial rate does not exist at their end. The rate should be updated to whatever the customer mentions. We are not supposed to vet the rate.

It is possible that a client may not specify the term for which the rate amount will be applicable. In such a case, skip step 1 and proceed to use steps 2 and 3 to update the given rate amount on the account.

 

Pre-requisites

• Access to the QAT

• Access to the client-specific CSR site

• Access to the Client (CIS) database

Steps

1. If a term is given by the client, it is required to check the account on the client-specific CSR site to know if the current product on the account is of the same term as the given term (in months).

• Log in to the CSR site and search for the account using the given customer account number.
• On the resultant screen, navigate to the tab Customer Info - >Billing Information and click on the Edit Rate icon next to the field Rate Code.
• On the subsequent Rate Management screen, note the values for the topmost entry for the columns Rate Code, Description, Start Date, Expiration Date.
  Typically, the Description will indicate the term (in months) for the product. For example, the Description will be '12 Month Fixed Rate Plan' for a Rate Code 'NY_CONED_G_12MO.

 

• Alternatively, you can verify the term of the current product on the account by running the following select queries.
  
  a) Replace the parameter ratecode with the value for Rate Code noted above.
  

select productcode, description, productname,termsid, * 
from product
where rateid= 
(select rateid from rate where ratecode='NY_CONED_G_12MO_Rate')

b) Replace the parameter termsid with the fetched value for termsid from the previous query result above.
In this query result, the column Description will indicate the number of months for the product.

select * from terms where termsid=47

If it is found that the term on the product is the same as the given term, it is only required to update the rate amount on the account using steps 2 and 3 to solve the request. 

If not, reach out to the client with this gathered information and clarify which rate code should be applied to the product to handle the requirement for the given term. If they mention a rate code, apply it using the steps in this article Applying-specific-Product-or-Rate-Code-to-account and then update the rate amount using steps 2 and 3.

2. Run the query below to get the currently active rate details. 
Replace the parameter c.CustNo with the given customer or account number.

SELECT * from RateDetail rd JOIN Customer c ON c.RateID = rd.RateID
WHERE c.CustNo = '4001967019'
ORDER BY ExpirationDate DESC

 Note the column RateDetID value in the query result.
If the rate needs to be updated for multiple accounts, use the following query:

SELECT * from RateDetail rd JOIN Customer c ON c.RateID = rd.RateID
WHERE c.CustNo in ('<Account number #1>', <Account number #2>, ...)
ORDER BY ExpirationDate DESC

3. Log into QAT and update the rate amount by running query ID 113.
For the RateAmt parameter, enter the client-provided rate or rate amount value for the account.
For the RateDetID parameter, enter the RateDetID value from the query result in the previous step.

Note: To update the Rate Amount of multiple accounts in bulk, create a CSV file with the headers RateAmt and RateDetID. In the RateAmt column, enter the value specified by the client, and in the RateDetID column, enter the values acquired in the previous step.

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Testing

• Log into CSR site.
• In the Search section on the top-right side of the screen, select Account No from the drop-down, enter the given account number in the field beside it and click on the search icon.
• Once the resultant account information is displayed, click on the Customer Info tab.
• Under the Billing Information section, click on the magnifying glass icon in the Rate Code row for the View Rate Details option.
  
• On the resultant Rate Code Details Lookup screen, verify the updated rate in the column Amount.