Creating an Order on an Existing Account

  1. To create a Move/Transfer, Add Product, Change Product, Deny or Disconnect Order on an existing account, go to the customer's account and click the Order button.
  2. Choose an order type.
    1. New/Conversion (Use for Conversion Orders Only, New Orders need to go through the Request button)
    2. Deny/Suspend
    3. Disconnect
    4. Change
    5. Transfer/Move
  3. Follow the workflows below for the selected order.

New Orders

  1. New Orders will follow the same workflow as outlined in the Request Process. Instead of selecting the Order button on the account, select the Request button and follow the instruction for creating a request.
  2. Creating a request from the existing account will create a Request that can be approved. Upon approval it will generate the necessary order(s) to activate the service and product.

Conversion Orders

Conversion orders are often used to create a new order on an account that represents moving a customer's service. The Conversion label is placed on these orders. This is sometimes necessary for electronic provisioning or possibly even internal business processes. The New order is a suitable option if not electronically provisioning with a carrier. To create a Conversion follow the steps below.

  1. Select the Order Type - New/Conversion.
  2. Under Order Type on the next page, be sure to select Conversion. This is the only way to ensure an order will have the Conversion label versus the New label.

Deny/Suspend and Disconnect Orders

  1. Selecting the Disconnect or Deny option will allow the user create a disconnect or deny (suspend) order on the account for all lines or a specific line.

  2. For the Deny option add a Due Date and select the line/service.
  3. Click Submit and the order will be create.
  4. Once submitted, the order must be completed to process. Go to the Orders tab in the Services and Workflow section. Select the Optionsbutton to manually complete the order for billing and/or to close the account.

The disconnect form looks very similar but contains additional fields like Close Reason, Forwarding Number, Notes, and Is Port Out?

Transfer Order

  1. To create a Transfer Order on an account, click the Order button at the top of the customer account page.
  2. Select the Transfer Option.
  3. Complete the Contact Information and Forwarding Number fields and confirm the Order Type. Click Next.

  4. Update the Service Address section with the new address information. Options also exist on this page to update the PIC/LPIC as well as theBilling and Listing Addresses. Click Next.


  5. The last screen of the Change Order Wizard presents several options.
    • Set the Expedite this Order flag if desired. This field will display on the order.
    • Set an Appointment Time of Day if desired. This field will also display on the order.
    • Add Order Remarks if desired.
    • Specify Due Date and Due Date Out if desired.
    • If specified the Move Fee will display with an override option.
    • A payment can be applied and processed from this page if necessary.
    • Customer Notes can be added to the order that will also display on the customer account as well.
  6. After selecting and updating all options select Process to complete.
  7. Go to the Services and Workflow section to view the Transfer Order.
  8. Click the Options button to View Details, Manually Complete or Manually Cancel the Order.

Change Order

  1. To create a Change Order on an account, click the Order button at the top of the customer account page.
  2. Select the Change option.
  3. Complete the Contact Name and Contact Number fields and confirm the order Type (Feature Change). Click Next.

  4. Select the line you wish to change and click Edit.


  5. Changes can be made at the Line level or at the Product Level. Detailed changes can be made in the following areas:
    • Package
    • Line Type
    • LD Rates
    • PIC/LPIC
    • Description
    • Hunt Action
    • Product Rate
    • Product Quantity
    • Add/Remove Products

  6. To add products to a line, select the Add button in the Products section of the page.
  7. To remove a product select Disconnect in the Products section.
  8. Complete desired changes and click Save.
  9. If no other lines need to be edited, click Next.
  10. The last screen of the Change Order Wizardpresents several options.
    • Set the Expedite this Order flag if desired.
    • Set an Appointment Time of Day if desired.
    • Add Order Remarks if desired.
    • Specify Due Date if desired.
    • In the Billing Optionssection, the user can specify how the charges or credits should apply.
      • Charge the amount of difference this bill cycle (Now) - This option is on by default.
      • Start charging next bill cycle (No Proration)
      • Charge based on order completion date
    • If a Change Order Fee is set on the Bill Profile, the fee will auto-populate. The fee can be adjusted if necessary.
    • Record Payment - A payment can be applied and processed from this page if necessary.
    • Customer Notes can be added to the order that will also display on the customer account as well.
  11. After selecting and updating all options click Create Order to complete.
  12. Go to the Services and Workflow section of the customer's account to view the Change Order.

  13. Click the Options button to View Details, Manually Complete or Manually Cancel the Order.
  14. Complete the Order to implement the changes by selecting Manually Complete and entering in the effective date.