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V. Hargray Data Center & Managed Services ……………………………….pg. 32 - 36

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4. PRE DNP CALLS:
CALLS PRIOR TO (BEFORE) DISCONNECTION
What’s Required:
Hargray Billing Schedule –
Dates of importance:
• Account close out
• DNP
• Bill Delivery date
4

5. PRE DNP CALLS:
CALLS PRIOR TO (BEFORE) DISCONNECTION
What’s Required:
Report – Go to http://hargrayheartbeat/Pages/Home.aspx
Quick Links: Business Reporting - Data Warehouse Prod
5

6. PRE DNP CALLS:
CALLS PRIOR TO (BEFORE) DISCONNECTION
• Click on Answers
• Click on Faye’s
Aging Detail
Edit cycle start date
**information from billing schedule**
Display Results
6

7. PRE DNP CALLS:
CALLS PRIOR TO (BEFORE) DISCONNECTION
• Open new Excel spreadsheet
• Copy and paste aging detail report into new Excel Spreadsheet
• File save as - example: Cycle 1 Pre DNP Report 5.12.2015
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8. PRE DNP CALLS:
CALLS PRIOR TO (BEFORE) DISCONNECTION
Elimination Process – Payment Services
• Select Reports (13)
• Run Report (1)
• Select drop down menu –
• Enter – sorpmsch (payment search report)
• Click ok – change Format to XML
• Enter Start Date – Account Close out date (refer to billing schedule)
• Enter End Date – Today’s date
• Run Report
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9. PRE DNP CALLS:
CALLS PRIOR TO (BEFORE) DISCONNECTION
Elimination Process Continues…
1. Open new spreadsheet
2. Click Data - from Web
3. Double click in browser
4. Copy & paste URL into browser
5. Click import (make sure cursor is in cell A1 of spreadsheet)
6. Highlight amount column
7. Right click – convert to numbers
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10. PRE DNP CALLS:
CALLS PRIOR TO (BEFORE) DISCONNECTION
Elimination Process continues …
• Pivot Table: Insert Pivot Table
• Select Customer Number & Amount
• Switch to Pre DNP Report
*Pivot tables allow you to quickly summarize and analyze large amounts of data
in lists and tables--independent of the original data layout in
your spreadsheet--by dragging and dropping columns to
different rows, columns, or summary positions.
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11. PRE DNP CALLS:
CALLS PRIOR TO (BEFORE) DISCONNECTION
VLOOKUP:
• Lookup _value: Column B (Customer # column of Pre DNP Report)
• Table_array: Highlight 2 columns (Pivot Table: customer number & amount)
• Col_index_num: 2
• Click “OK”
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12. PRE DNP REPORT:
CUSTOMIZE
Retrieve Contact information from previous report
VLOOKUP
• Lookup_value: Column B (current report: Customer #)
• Table_array: Columns B – R (previous report)
• Column_index_number: 16 (emails)
• Range_lookup: False
• Click “OK”
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“Emails”

13. PRE DNP REPORT:
CUSTOMIZE CONTINUES …
• Highlight entire spreadsheet
• Click Sort & filter
• Custom Sort
• Oldest months first
• Largest to smallest
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Call
First
No Call
Needed
(Elimination)

14. PRE DNP CALLS - COMPLETED
Key:
Light green = courtesy call
Pink – Email Reminder
Light Blue – Payment Rec’d
Turquoise – Removed
Gray – Account Current
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16. POST DNP CALLS (REMOVED CUSTOMERS):
CALLS AFTER DISCONNECTION:
• Click Customer Service (1)
• Click Payment Services
• Click Pre Removal List (1)
• Select drop down menu on Pre-RS Customer
Treatment Screen
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17. POST DNP CALLS (REMOVED CUSTOMERS):
CALLS AFTER DISCONNECTION CONTINUES
• Select a Cycle – Click Ok
Payment Services Pre-RS Customer Treatment:
• Order By:
• Bus/Res
• Outstanding 30
• Un-check DNP + 3?
• Last Sys Manual: 6 (DNP)
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18. POST DNP CALLS (REMOVED CUSTOMERS):
CALLS AFTER DISCONNECTION CONTINUES:
• Double Click on business account
• Copy & paste account # into HES
• Open & review account
• Place call to customer
Click Add -
1.Select Treatment Code
2. Add message
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20. PAYMENT PLANS
• Scheduled Payments (VIA CREDIT CARD, BANK DRAFTS, OR CASH)
• Balance includes past due and current month
• A 3rd of the balance is required
• Goal is to be current before next bill date
• Default on agreement will result in interruption of services.
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21. PAYMENT PLAN (PPLN):
Customer Service Menu:
• Select Customer Inquiry (1)
• Enter Customer # - Enter
• Review: Past & current amount
• Click Payment Plan
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22. PAYMENT PLAN (PPLN)
CREDIT CARD / ACH BANK ACCT
Click Add Payment Plan
Enter:
Credit Card:
Card number & Exp. Date
ACH Draft:
Bank Acct. Name: Faye Financial
Account #: 150015055001
Routing Number: 05555555
Calculations:
Balance: 2675.90
30% Down = 802.77 (Today’s Payment)
Remaining Balance: 1873.13 / 3 payments
= 624.38
Auto Draft ?: Select Credit Card or ACH
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23. AGREEMENT LETTER
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24. TOTAL DUE & PAYMENT
SCHEDULE
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25. TERMS OF AGREEMENT
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27. BILLING/PAYMENT ANALYSIS
• HELP CUSTOMERS UNDERSTAND THE BILLING
• FIND MISAPPLIED PAYMENTS
• DISCREPENCIES IN BILLING
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28. Bill Breakdown
1/10/2015 Monthly Recurring *Other Usage Taxes & Surcharges Total
DATA 116-0515 131.96$ 131.96$
VOICE 843-645-2273 101.38$ 13.39$ 114.77$
VOICE 843-645-2275 31.25$ 6.47$ 37.72$
-$
-$
284.45$ Balance due for September
Bill Breakdown
2/10/2015 Monthly Recurring *Other Usage Taxes & Surcharges Total
DATA 116-0515 131.96$ 131.96$
VOICE 843-645-2273 101.38$ 13.39$ 114.77$
VOICE 843-645-2275 31.25$ 6.47$ 37.72$
IP PBX 116-0996 126.95$ 126.95$
VOICE 843-645-2274 32.49$ 35.89$ 11.12$ 79.50$
490.90$ Balance due for October
MONTHLY BILLS
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Information for Monthly Bills
is obtain from the monthly
invoice – Account & Service
Summary page.

29. MONTHLY AMOUNTS
Monthly Amount per Account
ABC123 1000567891
Current Services Identifier Charge
DATA 116-0515 133.96$
VOICE 843-645-2273 -$
VOICE 843-645-2275 -$ Approximate amount per month before usage and taxes
IP PBX 116-0996 126.95$
HOST 4000000159 305.88$
VOICE 843-837-3104 32.49$
599.28$
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Information retrieved
from last monthly bill
(pg. 24)

30. PAYMENT RECORD
30
ABC123 100056781
Date
Monthly
Charge Payment Date
Payment
Amount
Adjust
Amount Billed Amount
610.00$
6/10/2014 $ 304.00 6/19/2014 $ (610.00) 304.00$ $ 610.00
7/10/2014 $ 313.00 7/14/2014 $ (313.00) (297.00)$ $ 313.00
8/10/2014 $ 308.00 9/16/2014 $ (616.00) (5.00)$ $ 308.00
9/10/2014 $ 308.00 10/8/2014 $ (363.00) (308.00)$ $ -
10/10/2014 363.00$ 11/12/2014 (308.00)$ -$ $ -
11/10/2014 $ 308.00 -$ $ -
12/10/2014 $ 252.00 1/7/2015 $ (537.00) 252.00$ 252.00$
1/10/2015 $ 285.00 (252.00)$ -$
2/10/2015 $ 491.00 2/20/2015 $ (364.00) (127.00)$ 491.00$ 491.00$ Courtesy credit 127.00
3/10/2015 $ 450.00 3/24/2015 $ (364.00) (41.00)$ 450.00$
short paid March invoice by $86.00
(450.00 - 364.00)
4/10/2015 $ 1,124.00 760.00$ 1,210.00$
-$ -$ 1,210.00$
-$ 1,210.00$
-$ -$ 1,210.00$
-$ 1,210.00$
-$ 1,210.00$ Balance Due
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31. BREAKDOWN: BILL VS. QUOTE
April Bill: Services Quote: Credits
Hosted IP PBX Training $ 105.00
Hosted IP PBX
Training
$ 105.00
Hosted IP PBX Installation $ 210.00
Hosted IP PBX
Installation
$ 210.00
Hosted IP PBX Setup &
Configuration
$ 60.00
Hosted IP PBX Setup &
Configuration
$ 55.00
6 - IP 480 phones $ 72.00 6 - IP 480 phones $ 60.00
4 - Call Paths $ 119.96 4 - Call Paths 119.96$
6 - DIDs $ 1.38 6 - DIDs 1.38$
1- Operator seat $ 50.00 Operator Seat 20.00$ 20.00$
5- Standard Seat Pkg $ 37.50 5- Standard Seat Pkg 37.50$
6- Extensions/MB 45.00$ 6- Extensions/MB 45.00$
1- 24 Port PoE Switch 40.00$ 1- 24 Port PoE Switch 22.50$
2- IAD 60.00$ 1- IAD 30.00$ 30.00$
H S I 20X2 119.99 H S I 20X2 119.99 10.00$ COST: 109.99
60.00$
Invoice 24389 38.88$ Hardware
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Managed
Services
Quote
Hargray
Bill

32. HARGRAY DATA CENTER &
MANAGED SERVICES (DCMS)
32
Overview
System: ConnectWise
1. Click on Companies – enter Company name 2. Company overview
3. Below the company information, click on the invoices tab.

33. HARGRAY DATA CENTER & MANAGED
SERVICES (D. C. M. S.)
33
Overview
Invoice –
Mailing address for payment invoice #
Work order description
Breakdown of product charges
Total amount due

34. HARGRAY DATA CENTER & MANAGED
SERVICES (D. C. M. S.)
34
Overview
Contacting customer for payment:
Above the letter, click on the printer icon. You will be prompt to send an email.
Customer email is automatically entered and
invoice is automatically attached. Replace customer
with customer’s name.

35. HARGRAY DATA CENTER & MANAGED
SERVICES (D. C. M. S.)
35
Overview
A/R Aging Summary Report:
Click open

36. HARGRAY DATA CENTER & MANAGED
SERVICES (D. C. M. S.)
36
Overview
A/R Aging Summary Report:
• Largest to smallest amount due
• Note Spreadsheet
• Copy note into SalesForce
Note: Customer are billed in ConnectWise
For managed services or for hardware
use for the installation of the IP PBX
ShoreTel phone system.