This documentation includes our first update (Version 1.1) to RM/Ex
(Receivables Management Expert) and later changes that came out in Version
1.2. These are not a major updates. The changes are more internal than operational.
But there are some interesting updates too. Please review the documentation
credit card authorization - We have created the programming
for you to link up with BillingTree (formerly EPP) for real-time credit
card authorization. The documentation can be viewed here.
phone scrubbing - Even though the cell phone scrubbing was introduced
in RMEx Version 1.0, there are many changes based on user feedback. Please
check the RMEx 1.0 documentation for the latest changes.
processing queue creation
- Several small problems have been corrected. One had to do with debtors
with a PIF account, sometimes not being classified as a "Paying account"
within the queues. We also corrected an issue with accounts with cell
phones not going into QCAT 991.
resorting (I-Tel options) - Problems with the sort code logic
list for audit
- We have added a new option to allow you to audit accounts worked at
a specific time! This can be useful in looking at activity in a given
time period for a client. There are probably other applications too. You
must select one date last worked (from and to dates must be the same).
To the right of the "Last worked date" there is a field titled
"H". That stands for "hour" Enter the from and to
hour. For 10 AM, you would enter 10 to 10. for 3PM to 4PM, you would enter
15 to 16. The system will check the notes and include the account if the
notes met the date and time values specified.
consolidations - States, description codes and sort code (I-Tel
option) were added to the selections. Presently, you can select or omit
accounts based on when they were last worked or contacted. We have added
a feature to allow the selection to be based on last right party contact.
You do this by selecting an "R" in the option "Del.if worked/contact
(C,R) within". Here is a sample screen showing the new options.
Selecting only cell phones - On 07/10/10, a change was
made to the above screen to allow a "c" to be entered in the
"With phones" field. This is now case sensitive. The 'c' means
select the account if the primary has a cell phone only (no home or worm
Logging - Jobs that process credit card data are now logged.
This is a requirement for PCI compliance.
There are three menu options that are logged. These are 'Print and Delete
Credit Card Transactions', 'Payment Arrangements and Credit Card Transactions
by Collector', and 'Payment Arrangement Credit Card and Check Transactions'.
Whenever the user takes one of the above options, a log record is written
to the log file. This log record contains the user-id, date and time,
and job name.
Also, whenever a user enquires on an account that contains credit card
data, and that user is authorized to display the unencrypted credit card
number, then a log record is written to the log file.
The log records can be displayed by taking the menu option 'Credit Card
History Enquiry'. The user must be authorized to run this option.
file - We now allow you to control CLI based on the collector
code (I-Tel option). How does this work?
To control the
CLI at the company level, you need to go to the "Dialer Configuration"
where there is a new field called CLI Override". Once in the “Dialer
Configuration” option, you need to hit F11 to bring up the following
options. Select one of the following options.
Blank - Will use
the CLI set up in the STG file. "C" is for company override.
This will use the phone number stored in the Company Information screen.
This is ONLY applicable for Preview and Power dialing. "O"
for owner override. Regardless of who works the account, the CLI for
the owner will be sent and we will get the phone number from the Collector
Master file. "W" for worker override. Regardless of who works
the account, the CLI for the worker will be sent and we will get the
phone number from the Collector Master file. "U" is for user
- This will use the company the user is currently logged in and the
User ID for the person signed on, to obtain a collector code. A user
may have multiple collector codes - we will select one of the codes.
If you are going
to override the CLI based on "O" "W" or "U",
it will use the phone number stored on the collector code. In the collector
file, there is a new field called "Dialer CLI (b,1,2,3). Blank
(b) will use either the Dialer Control CLI or the STG CLI, 1 will use
the first phone number field for the collector. 2 will use the second
phone number field for the collector. 3 will use the phone number stored
in the Bar Code Atty field for the collector. If you use the codes “O”,
“W” or "U" and do not have a corresponding phone number specified,
the default will be used from the STG.Config file.
The overriding of
the CLI is only applicable for Preview and Power dialing. All others
can be controlled at the campaign level.
Tab+ phones - As you know, we have expanded the Tab+
window in RMEx. Managing phones numbers is almost as complex as managing
linked accounts. You could have different numbers on different accounts.
If you have many linked accounts, even being aware of the numbers on the
linked accounts becomes a serious challenge. Thanks to some excellent
input from one of our clients, we realized that there was a simple solution
to this great challenge. We could allow you consolidate and view Tab+
numbers from all of the linked accounts! This would mean that regardless
of the account you were on, you would see ALL of the Tab+ numbers from
all of the links! How do we do this? We dynamically copy any Tab+ numbers
that are not onto the primary, from any of the links, each time you access
an account. We still keep the information on the individual account. When
you access ANY of the accounts and go to Tab+, you will then see the same
numbers, regardless of which account the number was on. What happens if
you change primaries? We can copy all of the information from the old
primary to the new one. There is an option to make this happen - “Consolidate
Tab+ numbers on primary (Y)”. It is not automatic, because you could end
up with the wrong numbers on an account, if accounts are linked or unlinked
incorrectly. Remember, that there is a disadvantage to this feature. You
may end up with the wrong numbers on an account because if bad linking.
This will have to be resolved manually. The new screen for setting up
this feature is on the "Company information" system control
file. Here is a sample screen.
This is a very simple change as far as the user is concerned, but it is
very complex in its technical scope. Many areas are impacted. An example
is manual linking.
When you unlink accounts, what happens to the phone numbers? It will depend
on why you are changing the linking. If you are changing linking because
you want to unlink accounts that belong to the same debtor, then you want
to keep the phone numbers on both groups of accounts. If two accounts
were incorrectly linked and you want to unlink them, then you do not want
both accounts having the numbers from each account. Yes, this is complex.
And remember, when you access an account, there is automatic movement
of numbers that can take place to the primary - you can not stop that.
As always, we give you a solution. In manual linking, if the "Consolidate
Tab+ numbers" option is set up, you will have to specify whether
both accounts belong to the same debtor. Here is the screen you will see
when you try to unlink accounts.
These changes greatly enhance your ability to manage and use multiple,
different numbers on linked accounts. If you use the Tab+ numbers as a
part of your contact strategy (and we know you do), then you will want
to use this feature!
multiple numbers in I-Tel - There are so many possible phones
numbers that could belong to or be associated with a debtor. In I-Tel,
you could set up an account to have home, work and up to 3 other numbers
in a campaign. These could be debtor or associated numbers. With this
release, the number of phone numbers you can attempt within a campaign
is NOT limited after this version. You could call 10 different numbers
if you wanted to! Here is the new screen for setting up this new option.
- We have created a file on the system that will track all calls and results.
This can be used for customized reporting. Please contact us for more
with regard to credit card information
- With regard to new rules, we had committed to :
1. Prohibiting the storing of CVV2 data on RMEx. We can collect this,
pass it through Billing Tree to Visa, but we cannot store it.
Providing a facility for deleting all CVV2 at the time of batch transmission.
As a part of the Version 1.1 installation, and stored CVV2 data will
be cleared. This information is NOT required for authorizing a credit
card transaction. Any CVV2 information entered will be transmitted to
Billing Tree (our present real-time interface) but will not be stored
on your system after the end of the day (it may be retained on he system
till the end of the day).
campaigns (Live agents with virtual agents) and answering machines
– There is an operational issue when using virtual agents in a campaign
with live agents and the call progress is set to AMD plus connect. (which
is required when you want to play a script to an answering machine)
The issue was that if the call was connected to a live
agent, the agent would just have dead air and not know that they were
connected to an answering machine. The reason they had dead air was
because the dialer had detected the answering machine and by the time
the call got to the agent, the answering machine greeting had already
finished playing. So, the agent, not knowing what happened, says ‘hello,
hello’ thinking they got an outbound call and ends up leaving their
"hello's" on the answering machine.
We have addressed this issue. If we connect a call to
an agent and it is an answering machine, we present a window to the
agent telling them that they are connected to an answering machine and
can now leave a message.
Making an outbound call after an inbound call – In the past,
if you got an inbound call, you could not turn around and make
an outbound call from that account. For example, a debtors wife calls
in because they saw your number on their Caller ID and she tells you to
call the debtor at work. You could not call the debtor from the inbound
account (e.g. make a preview call). We now allow you to make an OB call
from an IB account in RMEx 1.1.
interfaces to letter vendors (added 12/03/10)
We intend to offer standard interfaces for the popular letter vendors.
We presently interface to many different vendors, but most of these interfaces
are customized for each user. The first standard interface we have developed
is for LetterLogic.
We have added a new menu option on the Letter Format Menu - 19. Letter
Service Interface options
Options 1 and 2 are reserved for Letterlogic users and
below is the information on these options:
The 1. Letterlogic
NCOA Upload - NCOA file - Corrects addresses based on the postal service
standards, updates addresses if the post office has a current address
change in the system (on average it takes 7 days to get the address
change into the system), sets mail return flags if the address is not
good, adds notes for any changes made, allows you to apply a Smart Code
and all actions will be duplicated to any linked account where the street
address is the same as the account in the file.
Copy the NCOA file
name it LLNCOAUP
in library SCDATA
The 2. Letterlogic
Return file Upload - Return logic file -Updates addresses if the post
office has a recently submitted address change on file (within last
7 days), sets mail return flags if the address is not good, adds notes
for any changes made, allows you to apply a Smart Code and all actions
will be duplicated to any linked account where the street address is
the same as the account in the file.
Copy the Return
file to AS400
name it LLADDCHG
in library SCDATA
If you currently
have other letter vendor interfaces and would like to add them to this
menu, please send a project request to firstname.lastname@example.org.