Call rating
The month view of rated calls with charge, cost and margin per customer, calls that cannot be priced and how to fix or wave them through, the carrier cost check, and re-rating with a dry run first.
Rating is where a call record becomes money: each call gets a charge from the customer's sell card, a cost from the carrier, and a margin. It runs by itself. New calls are rated within five minutes of arriving.
Open Sales and billing > Call rating. Pick the month with Choose a month at the top; the customer filter narrows every tab to one customer. The page has four tabs: Month, Unrated calls, Carrier costs and Runs.
How a call is rated
A customer's month is rated in call order, because bundles are used up in call order.
- Free calls. Inbound and internal calls, and calls that were not answered, are not charged. If the carrier charged you for one (an inbound freephone call, say) that is still a cost.
- The destination. The number dialled is read by the number plan and given a destination class. Emergency calls and classes you made free are never charged.
- The cost. The carrier's own cost from the call record when it has one, otherwise the carrier's cost card, otherwise the default cost card.
- The charge. The customer's own sell card, else its plan, else the default plan.
- Bundles. Inclusive minutes cover the call or part of it, and the rest is charged.
- Rounding. Each side is rounded to a whole penny or cent. Margin is charge minus cost.
A call that has been rated keeps its rate. Adding a new price version, or moving a customer to another plan, changes nothing already rated unless you re-rate on purpose.
The Month tab
Tiles at the top show what was Charged, the Margin, Unrated calls and calls not rated so far.
Customers this month has a row per customer: Calls, how many were Free, minutes In bundles, Charged, Cost, Margin with its share of the charge, Unrated, Carrier differences, and the Invoice state:
- Ready: every call is priced and the charges can be invoiced.
- Held back: unrated calls are holding this customer's call charges off the invoice.
- Invoiced: the month has been billed.
Where a customer's calls are in more than one currency, the row says so.
Unrated calls
A call is unrated when it cannot be priced. The Unrated calls tab lists them grouped by Why, with what to do for each:
| Why | The fix |
|---|---|
| The number cannot be read, or no class matches | Set the class for those calls, or add the prefix to a class in Settings > Number plan |
| No sell card or plan | Give the customer a card or put it on a plan in Rate cards |
| No version in force on the day | Add a price version that starts on or before the call's day |
| No rate for the class | Add the rate, or an Every other class rate, to the sell card |
| A markup rate with no cost | Add a cost card for the carrier, or set the carrier on the call record source |
| The cost is in another currency | Use a cost card in the sell card's currency |
After a fix, press Rate again, or wait for the next run. Changing a rate card, plan, bundle or class makes Tenvara rate the affected unrated calls again by itself.
Set the class applies to the selected calls only: they are priced as that class from now on and rated again at once.
Waving calls through
When a call should not be fixed, for example a test call or one agreed with the customer, select it and press Wave through. Give a note and, optionally, a price to Charge each call; left empty, the call is charged nothing. Switch Show to Waved through to see them, and Take back undoes it at any time.
Unrated calls and the invoice
By default, unrated calls hold that customer's call charges back from the invoice until they are fixed or waved through. Nothing is billed half-priced. The setting is Unrated calls hold back the customer's call charges under Rating in Settings > Telephony, and it can be changed per customer. See Call charges on invoices.
Every wave, class set and re-rate is in the audit log.
The carrier cost check
When a call record carries the carrier's own cost and the carrier also has a cost card, Tenvara prices the call on the card too and compares the two. A call is flagged when they differ by more than 5% of the card's price and by more than one penny or cent, so rounding never fills the list.
The Carrier costs tab shows, per carrier: calls With the carrier's cost, how many were Compared, what the Carrier charged against what the Cost card says, the Difference and the Flagged calls. Calls that differ lists them one by one.
A difference means one of two things: the cost card is out of date, or the carrier charged more than agreed. Check the card, then raise it with the carrier. The thresholds are under Rating in Settings > Telephony.
To check a whole carrier bill against the records, see Call usage and toll-fraud alerts.
Re-rating with a dry run
When prices were wrong and you have corrected them, calls already rated keep their old rate. The Month tab tells you when calls were priced by an older version than the one now in force on their day. To price them afresh:
- Press Re-rate... in the page header.
- Choose the months From and To, for one customer or all.
- Press Dry run. It works out what would change and writes nothing: how many calls would change and how many are kept, with Charged now against After and the cost before and after, and the first changed calls.
- If the figures are what you expect, press Re-rate.
Calls already invoiced are always kept as they were. A waved call stays waved unless the re-rate can now price it.
Rate now runs rating at once without waiting for the next run.
Runs
The Runs tab lists every rating run: scheduled ones, runs started by hand, re-rates and dry runs, with when, who, what they covered, the number of new and changed calls, and how long they took. Open a re-rate or dry run for its money before and after.
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