© Quantrax Corporation, Inc.
 Updated - October 2nd, 2011 - Cell phone scrubbing was updated


This is RM/Ex (Receivables Management Expert), the first version of a new generation of software from Quantrax, built on the successful, Intelec platform. In addition to new levels of automation and superior management tools, the next generation of products by Quantrax will offer a visual collector suite (rewritten collector interface), a full graphical user interface for other areas, be web-enabled, and include a business intelligence / advanced reporting platform (optional product that is separately licensed). Please review the documentation carefully. There are some important operational changes.

For RMEx Version 1.1 documentation, click here.


WORKING ACCOUNTS
 

  • Account search by phone number - When you use the phone search option (all numbers), we search across the "good" numbers in the Tab+ windows. What if you have a call from someone whose number has been marked as "bad"? Perhaps the number is now good because it was reconnected. We will still look for a good number, when you use the phone search option. But, if no number can be found, we will look across the bad numbers for a match.

  • Payments display from work map - Users with appropriate security (Security, System controls, collector areas, or Access to productivity screens (Y) in the Intelec profiles) can look at payments credited to their User ID (F12 from work map). This worked for the last 30 days. The system archives the payments for each day, during nightly processing, and it is these smaller files that are used for checking the transactions within the last 30 days. A date range option has been added. If transactions for the the date specified are not available (because they are outside the 30-day window), then the date range option can be used. To control system resources, a date range spanning more than 2 months can not be specified (This will stop a user from selecting all the payment for a whole year!). The date range option can therefore be used to display payments for a date older than 30 days ago OR to display payments for a range of dates, as long as you do not select a period that spans more than 2 months.

  • Credit Card Inquiry - From the work map, a user with authority (Security, System controls or collector areas), can use F11 for productivity information. A new "Credit Card inquiry" has been added to the options. It is similar to the P/D check inquiry, but looks at credit cards associated with payment arrangements (regular, non-linear or credit card series). See sample screen below.

  • Expansion of Tab+ window - The Tab+ window keeps track of phone numbers and their status. We have significantly enhanced the ability to track phone numbers. The database is expanded and will contain information such as the source of the number, the number of attempts at the number etc. The data will be updated by the programs that load information into the Tab+ fields and custom code will need to be modified. The statistics will be updated by I-Tel, but if you use another dialer, there will be a great deal of work involved to update some of the information retained. From the Tab+ window, F14 will display the following screen.



    You can select any line, by keying in a character in the field "Useful". More information about that number will be displayed. Here is a sample screen.

  • Address history - This version will include address history tracking and display. Address changes made through the system (Account detail screen, returned mail or skip tracing) will store the old address on an address history file. If you have custom code written to update addresses, these will need to me modified. We may not be aware of which custom code you presently use. Please contact us so our technical team can work on the changes that we were responsible for.

    To look at address history, there is a new option 12 from the Tab-Q menu. The option will display old addresses, oldest date first. There is a function key to display information from linked accounts too. This will omit the same change that is reflected on linked accounts, and only show unique changes for different dates. Below is a sample screen that is displayed when option 12 is taken from the Tab-Q menu.

  • Accessing work maps (multiple worker codes associated with the same User ID) - We have always allowed you to set up different collector codes (worker codes) and have these associated with one User ID. This eliminates the need for multiple User ID's for the same person. This feature can be used for many different reasons - You may have different types of accounts (e.g. legal and non-legal), or different clients that need different types of action, and were placed in different worker codes. Presently, all the different accounts are placed in the queues, grouped and sorted without paying any attention to the worker code. If a user had worker codes A, B and C, there is no way to target the accounts in A at a specific time.

    With this update, you will be able to separate accounts based on worker codes! After the standard work map is displayed (F2 from selection screen), ending that job will display a new screen - work maps, grouped by worker code. When you return to the selection screen, you can target a specific worker code by entering that worker code to the right of the User ID field on the account processing selection screen (the worker code is optional and is a new field).

  • New search feature for Bankruptcy Database – We have added the ability to search by the bankruptcy case number.

  • Changes to viewing information on transferred accounts – We allow you to transfer accounts between clients and between companies. When the new account is being worked, there may be the need to review the payment history on the original account. The original case number is in the notes of the new account and if the user does have access, they could look up the original account. This is time-consuming. A new function key F16 from the payment history screen (F23 from account details) will display the payment history from the original account!

    On transfers, we will now copy over UB04 information. UB92 information will not be used.

  • Setting up payment arrangements (Added 08/23/09) – We have standard and non-linear payment arrangements. The credit card series is also a type of payment arrangement. You can also take multiple direct checks, and since the system allows only 12, you have a method of (having the system) automatically set up more checks after the last one is processed. What if you want to start with different installments or dates, and then convert to a regular monthly payment arrangement? How can we accomplish that when you want to set up more than 12 installments? The answer would be to use the non-linear arrangement which allows variable amounts and dates. At the end of the non-linear arrangement (where you could have up to 12 installments), wouldn't it be nice if you could convert to a standard payment arrangement? This has use in the areas of legal collections and may be applicable in difficult economic times, when smaller payments will be made for longer periods of time.

    On the non-linear P/A screen, we have added an option called "Convert to standard (Y)". A Y in this field means, "When the last payment on this non-linear arrangement is posted, create a new, standard P/A with an installment amount equal to the original amount set up for the LAST installment of the non-linear arrangement". Here is a sample screen.



    In the above example, the last installment is for $80. The new arrangement will be set up for monthly payments starting one month after the last installment. In this example the first payment on the new arrangement will be due on 01/20/10, one month after 12/20/09.

    The account is clearly documented. We show that a conversion was set up, along with the start date and the monthly amount. See notes below.



    The conversion option can be cancelled at ant time by removing the "Y". This will also document the account. You can also add the conversion option by entering a "Y" in the field, after the arrangement has been set up. If you add more installments to the arrangement or update the information on an existing arrangement, the system will recompute the monthly amount and start date, and add a new note with this information.

    At the time of conversion (when the last payment is posted), the system will check that the new new arrangement falls within the rules for minimum payment and maximum number of installments! If it does not do that, we will not set up a new arrangement. Notes will be added "Non-lin P/A not converted" and "Min.Req. not met". What if, in the example, the balance on the account is less than $80 (the new installment), after the last payment is processed? The new arrangement is not set up in this case. Notes will be added indicating that the P/A was not converted because "the balance was less than the payment". In both of the examples where the arrangement was not converted, it is desirable to present the account in the queues for collector action. We will therefore force a follow-up date on the account and the account should be in the queues the next day! This is an interesting option that further extends the payment options in RMEx.

  • Credit card series (Added 09/02/09) - A payment arrangement is set up at the debtor level (unless you use the special option on the system parameters). You can only have one P/A on a linked group. Credit cards and credit card series are different. You can have a different series or card for each account in the linked group. Recently, we turned on the P/A indicator on the account detail screen if there was a credit card series, since this is, in effect, a payment arrangement. We were only looking at the case number that was being displayed. We will now look at that case number AND the primary account when we check if a debtor has a CC series.

    On the same theme, we were including accounts in queues, if there were linked accounts and a CC series, because only ONE of the accounts would have the CC series. We will now omit accounts with a CC series, as long as any of the links has an arrangement. (Both of these changes will be available on Version 8.26 too - You will need the programs COLDR2WK and WACPPA).


    (Added 09/10/09) The credit card series is very popular and you may want to always use this option for "multiple payments" in preference to using a credit card with a standard or non-linear P/A. You would still want the option to allow the debtor to make a single credit card payment, without setting up a long-term arrangement. We have some new options for you.

    • On the company information system control file (second page) there is an option "Stop automatic CC for P/A". A "Y" was supposed to stop a user for setting up a credit card for a payment arrangement. This option was not working as designed. We have corrected that problem. If you put a "Y" in that field, it will not allow you to set up a payment arrangement (standard or non-linear) and associate it with a credit card. You will not be allowed to set up a credit card series either.

    • An "S" in the option will not allow you to use a credit card for a standard or non-linear arrangement, but will allow you to set up a one-time credit card payment or a credit card series.

    • Note that when the user wants to set up a one-time payment, they will still be asked if they want to use the card for a P/A. They should ignore this if they are setting up a one-time payment and are only allowed to use a credit card series. If they enter a "Y" they will be taken to the credit card series screen. If a one-time payment was set up or the standard credit card screen exists, they will not be allowed to set up a CC series or a P/A, if the "S" option is selected. The payment arrangement option will come up with an "N" in the selection and they will not be allowed to change it.


  • Real time credit card authorization (Added 09/07/09) - We are happy to announce the availability of real-time credit card authorization. While this seems like a simple feature to use, it isn't! There are many things we have to consider. To use this feature, you must link up with a company that will authorize credit card transactions. At this time, we have created an interface to EPP (Billing Tree).

    • Some of you may feel that you do not need the feature, because the number of declined transactions is very small. In such a case, consider other costs you may have, was you present the transaction to some payment gateway and get the money into your account. Real time authorization can handle your funds at the same time that the authorization is granted. You may only need to process the payment in RMEx.

    • What can you authorize? You should only authorize an amount that is due to be paid. E.g. If the debtor sets up a P/A starting today, and wants you to use their credit card for the payments, you would want to obtain an authorization. But if the first payment was only due 20 days from now, you would not try to obtain an authorization.

    • If transactions are incorrectly authorized (E.g. Suppose a collector could incorrectly run an authorization for $1000 for a $100 payment, the consequences would be very serious. There could be a temporary hold placed for that amount, and those funds may not be available to the debtor until the hold is released). The system must minimize this type of risk.

    • RMEx allows you to set up a one-time credit card payment. In this case you would want to authorize that amount. If a one time amount is not specified, a standard P/A could be set up and paid by credit card. In this case, we would want to authorize the down payment or the first installment, provided the due date was today. If a non-linear arrangement was set up, you would want to authorize the first payment due, provided it was due today.

    • Once a transaction has been authorized, we would like to make sure that it is not accidentally authorized a second or third time.

    So how do we take all of the above and create a solution? The collector experience is important and we have come up with the following.

    Let's take the example of setting up the standard credit card information for a single payment or a payment arrangement.

    • The collector must first set up the single payment or the payment arrangement. Once the amount (a single payment, a standard P/A or non-linear P/A) has been updated, we will return to the credit card information screen (we used to take you to the account detail screen).

    • The user can authorize the credit card and amount by selecting F2. This will show the one time amount or the amount due from the payment arrangement (provided the due date is today). The amount can not be changed. One the user selected the option to continue, the payment gateway is contacted and the transaction is authorized or denied. Notes are added based on the results.

    The process for a credit card series is similar. The next payment can be authorized, provided the due date is today.

  • Displaying last accounts accessed (Added 11/10/09) - We show the last 5 accounts accessed, on the inquiry search screen. You can now see duplicates in the list, depending on the order in which you accessed the accounts. We have made a change. We will not show duplicates, If you access one of the accounts which is already lower down on the list, we will not add it to the top of the list as we presently do.



MANAGEMENT OPTIONS

  • Work items - Presently to place an account in a person's "queue", that person must be the worker (or owner) on the account. We will be introducing the concept of a "work item". This would be an account that needs work of some type, and the work item could be assigned to anyone who could access Intelec, and is set up in the collector file. The account would get placed as a work item, through the Smart Code window, with a worker code being specified for the work item (similar to the "Transfer" option within the smart code window). A user will be able to look at their work items and "work" them as they would work accounts in their queues.

    When an account is being worked, and the smart code window is presented, if the "Transfer to" option is displayed, there will also be a new field "Wrk Item (Y)". The user to receive the account must be entered in the "Transfer to" field (the user's collector or worker code as set up in the collector file). A "Y" must also be entered in the "Wrk Item" option, to define the account as a work item. You can not enter a recall time when a work item is set up. The account will immediately be placed in the specified user's queue of work items. A note will be added on the account. Note that you can set up any account, even a non-primary, as a work item. The user will also be notified through a message that a work item has been assigned to them!

    Option 11 on the Account Processing menu is "Work items". When a user goes into the account processing menu, The system will display a message if work items exist - The message "Work items exist" will be displayed at the bottom of their screen. When option 11 is selected,



    • The system will display a count of the number of accounts in the work item queue.
    • The user will be able to then "work their accounts". The accounts are displayed in the sequence they were added to the queue.
    • Accounts are displayed as in account inquiry! When the user exits the account by using F7 from the account detail screen, the account is deleted from the work items queue. The user is asked if they want to display the next account. If they do not cancel the job, they will be taken to the next account in the queue.
    • Accounts will stay in the work items queue until they are worked

    This was designed to be a low-volume process. The queue should be cleared daily and managed well in order for the process to be effective. Note that you can have accounts set up as work items regardless of whether the accounts are in a collector's queue or not. The system WILL follow the other rules for the system. e.g. If you apply a contact Smart Code to a work item, he account will be marked as worked if it is also in a collector's queue.

  • Score fields - Presently we have 3. This will be increased to 5. These fields will be displayed on the second account detail screen. You will be able to make decisions based on these fields, within the ? logic. We will now use GAC10, GAC9, GAC8, GAC7 and GAC6 for the 1st, 2nd, 3rd, 4th and 5th scores respectively.


  • SMART CODES

    • Smart Code Series - We now support 6 Smart Codes Series. You can set up, start, stop any of these at the smart code level. Following is the Smart Code screen with the new options



    • Smart code series at client level - Presently, you can start only one smart code series at the client level. We now give you the ability to start up to 6.

    • Smart code overrides at client level - Presently, there are three. This has been increased to ten. Remember that if more than one client override is set up on a Smart Code, the system will process the first override that qualifies, reading left to right on the Client Master screen.

    • Smart Code applied at time of placement - We have added an override field to both the Apply Smart Code and Smart code at time of posting options (on client master)

    • ? logic for Smart Codes - We have added "Days since" for most of the key account events.

    • System generated Smart Codes - Reports that show smart code information do not need to show system generated Smart Codes. This will be evaluated and reports will be modified as needed

    • Contact series and Smart Code Series - Presently, you can apply Smart Codes from within a contact and smart code series. We have added the option to allow an override to be specified for each smart code. There is one Smart Code that can be applied through a contact series, and 8 for a Smart Code series.

      For the Contact Series, there is a field "Smart Code override while in series". This was used for ANY smart codes that were applied on an account while the account was in that Contact Series. It also used this override, as the override for a Smart Code applied at the END of the series. There is a change. There is a NEW field called "Override" to the right of the field for the "smart code at the end of the series". This is the override that will be used for that smart code, after this update. Please review your set up's if applicable.

    • Sending a message to a collector if a smart code decision will be made - If a decision will be made (one of the 20 lines) there may be case where you want to send a message to the collector. We will give you a method of setting up a message to to displayed for each line of decisions. If the conditions for a specific line are met and there is a message defined, we will first display the message. If the ENTER key is selected again, the Smart Code will be accepted. The user can opt to cancel and get back to the account detail screen.

      Presently, you can set up decisions and set up the option "Do not allow if no decisions are met". This will stop the user from using that smart code. But the message is standard and does not give the user any details. E.g. The ideal case, as an example, would be for the message to say "You can not use this smart code since the account is less than 30 days old". The new changes address this too.

      From the smart codes set up screens (first screen or within the 4 decision set up screens), using F6 will bring you a program to set up "Smart code action sequence messages". This screen allows you to set up a message for a specific Smart Code, an override code and each line of the selection criteria / action lines. There is great flexibility too!
        • To set up a message when NO decisions are met, set up the smart code and message with nothing (zero) in the action sequence.
        • To set up a message when ANY decision line is met, set up the smart code and message with 99 in the action sequence.
        • To set up message for a specific smart code, regardless of the override code (i.e. for ALL use of that smart code), set up *ALL in the override code. You can also use action sequence zero or 99 with the *ALL option!

      Here is an example of a screen a collector may see when a message is displayed.



    • Adding an amount to an account balance - With this version, you will be able to add a balance to an account using a smart code! There will be 4 fields - a Payment type, secondary balance code, an optional adjustment code and an amount field (up to $999). The payment codes can be balance adjustments (41-49) or 54 - 59 which are other charges. When the smart code is processed, the correct secondary balance will be increased and a transaction added to payment history!

      If you set up the payment type and secondary balance code, but do not specify an amount on the Smart Code, the user will be prompted for an amount (up to 99999.99 with cents allowed) at the time the Smart Code is entered! After filling out the smart code window, the user will be asked for an amount. They will then be asked to re-enter the amount, for verification. If the amounts entered are the same, then the transaction will be created and the balance updated. Note that you will not see the updated linked balance or the payment history transaction on the account detail screen, until the user has exited the account and come back to the account. The new account balance will be displayed. The amount entered is ADDED to the account. To reverse a transaction (reduce the account balance) there is a field "Reverse (Y)" on the screen that prompts for the amount.

    • Allowing more "Actions" based on the decision lines in a Smart Code - Over the years, we have greatly expanded the "decision-making" capabilities of a smart code, by adding to the options allowed within the decision lines. With the "X-logic" and the "? logic" you can make decisions based on just about any important parameter. With regard to the actions that can be taken, you have had a great deal of flexibility, though the ease of setting that up has been questionable!

      Yes, you can apply a Smart Code that in turn can do many other things, but it is far more complicated than being able to do a few more things on the "action" line. With this update, we have made some significant changes that will greatly simplify the ability to some of the things you will do based on the selection criteria.

      Within the actions area, we will now allow you to do the following, without having to set up separate smart codes on each line!


      • Stop a contact series
      • Start a contact series
      • Start any of the 6 smart code series
      • Change the account status
      • Specify the code to be looked up for "Additional smart codes" to be applied
      • Change the internal score

        There is a new field on the actions line, with a title of +, that will allow you to specify the additional actions to be taken. The following screen will be displayed when + is entered on a line.



        Note that you have the same options that are available with the back screens with regard to how the new fields are set up. As an example, there are code such as *S and *R that can be used for the "Start contact series option". Check the help text for the details. IT IS VERY IMPORTANT to understand that you should NOT set up the same options on the back screens. In some of the options like "Send letter" in the actions area, the back screen option (in this case the "Send standard letter" option) is not done when the actions from the decisions are done. With these new "actions", you should NOT fill out the back screens for the same options. If they are, the actions from the back screens WILL happen.


        Once you have set up additional action options for a line, you will see a "Y" on the new column, when information is displayed. To access the information that is stored, enter a + over the Y and press ENTER.

    • Adding more lines of standard notes - You can now add up to 6 lines of standard notes. This will be useful when documenting accounts in more detail. The option is selected by entering a + in the new field on the back screen where the standard note is displayed. The following is a sample screen.

       


    • Changing worker when owner is changed - Presently, there are several options to change the owner on an account. This will also change worker. When the change is made through the action lines, we have an option (*S in worker code) to keep the existing worker code. We have made some enhancements. *D in the worker code field will mean "Keep the worker code if it is DIFFERENT from the present owner".

      On the back screens there is an option "Change owner based on first open account". The "T" option allows you to change all of the links, regardless of how they may be closed. We have added a new "Worker" option to the right of this field. You can specify *S or *D. These will have the same meaning as the *S and *D on the worker code within the action lines. These changes will give you new flexibility in account management.

  • Custom menus - Presently, you can have users restricted to specific menus and options within those menus, based on "areas" they should have access to. We will be enhancing security and flexibility in future updates. In this version, we will allow you to create a "Menu" for a specific user or group of users. This menu could include options from several different menus, including custom options. You will be able to set up "Menu profiles" and associate those menu profiles with users or groups of users.

    From the System Security, we have created a new option 6 “Custom menu setup” which will allow you create the custom menus.

    Once you have taken option 6, you will have 2 additional options.

    1) Custom Menu maintenance – This is where you will create a Custom Menu name. Whatever description you enter will be displayed as the menu name when the user signs on. Once you have done this, you will need to go to option 2 to actually create the custom screen.

    2) Custom Menu detail maintenance - When you take this option you will be asked for the Menu Name which you created using option 1.

    On the Options window, you will see a field called “Mnemonic”. You will need to take the mnemonic name and insert it into one of the 24 available lines. These lines represent the option number on the menu and will now be accessible to the assigned user.

    Once you have created your Custom Menu you will need to take the Menu Name and apply it to the specific UserID(s). You do this by accessing the UserID in system security and entering the Menu Name in a new field called “Custom menu” on the first screen. And what happens when you have a larger group of users who need to have the same custom menu? It is easy - Set it up for one of the users. Now use the function key "Duplicate Custom". You will have the option to duplicate that menu name on all of the User ID's that MATCH the Menus and Areas set up for the user you have on your screen. If there is a custom menu already set up in a system security profile, you will have the option to replace that, or leave it. When you select the duplicate option, you will be asked if you want to replace an existing custom menu code.

  • Two individuals working same accounts with different User ID's - It is not uncommon for management to work with collectors on documentation, second talk-off's or verification of information. If the manager is at the collectors desk, their only option is to document the account using the collector's User ID. Of course, it is possible to open up another session, but this is not practical. We have an interesting change.

    • In this example, suppose the collector got a promise to pay and just entered Smart Code 150. The manager now wants to apply Smart Code 600 (2nd talk off). That Smart Code can not be entered by the collector. The manager would enter Smart Code 600 at the account detail screen. There would be a warning that the smart code is not allowed (based on the collector's security), and the manager would be taken to the smart code window. From the Smart Code window, a manager must use F5 (there is no message indicating this) to bring up the new sign-on fields. By signing on as indicated below, the user (manager) WILL be allowed to apply the new smart code, since rules are checked based on the MANAGER's profile and not the collector's.
    • The user is prompted for a User ID and password (non displayed when keyed in). To proceed, the use must enter their User ID, and the "Authentication code" set up within Intelec Security. If a valid User ID and password is entered, control is returned to the Smart Code window. Any notes or smart codes entered after that will be tracked based on the new user's ID. Any changes to the account detail screen will be tracked under the original user's ID (e.g. notes for address changes).
    • When the system tries to return to the account detail screen (after a Smart Code is entered), the user is always asked if they want to stay signed on as the new user. They MUST respond with a Y. Otherwise, the system returns to the original user's sign on information.
    • To handle this change, we had to change some of the editing within the account detail screens. If a user tries to enter a Smart Code they do not have authority to enter, they will now be taken to the smart code window (in the past, there was an immediate error message). There will now be a warning on the smart code window that they do not have the authority to apply the smart code. They will not be allowed to apply the smart code, though they get to the smart code window.

  • Insurance screen, ID# - There are some insurance companies using ID's that are more than 15 characters long. We have expanded that field to support 20 characters. We will NOT be changing all of your custom modifications. If you want any of them changed, please contact us.

  • Linking - You can presently limit linking to a client type, client code or client group. What if a client has 100 client codes and they are linked as a group, but you want linking to be within some of the clients in the group (e.g. West coast and east coast hospitals) We will expand linking (system parameters for linking) to only allow linking within client consolidation code, reporting area and division codes - codes which can be set up within the client master. There are 3 new linking options. 1 means client consolidation code, 2 means Reporting area code and 3 is for reporting division code.

  • Description codes - On the system control file for description codes, there is a new field "Do not duplicate on links (N)". When the duplicate options are used from the account detail screens, this can stop a code from being duplicated on linked accounts. If "Can not be removed by user (Y)" is set up, the description code will not be removed by the duplication features.

  • Balance types-Special options by client – To make the search more informative, we have added a description field to this feature.

  • Credit cards - It may be important to stop certain users from entering credit card information. This is a sensitive area and the costs of errors may be significant. On system security, second page, you can sent up an option N for "No credit card information" (No CC). This will stop the user from entering credit card information for the regular option or credit card series. You must also set up the "Show sensitive information" as a blank, when the N option is set up for credit cards.

  • Reports -
    • On the key reports, we will add a search option for client or collector codes (on selection screen).
    • We have a new "regression-style" option. On this report, you will be given the choice of a new "Recovery analysis". This is similar to a regression analysis, but it allows you to go back to any placement period and show recoveries on the placements for 12 months and after the 12 months (in one column). Recoveries are shown in cumulative percentages and dollars. There is another option which shows the same placements, but shows payments after 360 days. The options can be accessed from the Periodic Reports menu, and then, client comparison reports. Options 10 and 11 are the new reports.
    • There are new reports for analyzing future payments based on credit cards and postdates. These consider payment arrangements and the new credit card series. There is a new option 12 on the Payment Transactions menu called "Credit Card options". There are two new reports that analyze pending payments by client and collector.

  • Resending letters when mail is returned -

    There are several changes in this area.

    Resending Letter through Mail Return Option - When mail is returned and you get a new address (assuming mail was not forwarded) you would want to enter the new address and resend the last letter. There are a few problems associated with this. You may not know which letter code was sent as the last letter or you may have restrictions set up on the letter controls to not send a letter within X days of the last letter.

    Resending a Letter While Working an Account – When a user is working an account and obtains a new address you may want to resend the last letter. Some of you have set up restrictions to stop a user from accidentally sending a letter within a certain number of days of the last letter. You may have done this to protect yourself legally, or because you have some "irresponsible" collectors! We would like to give you the flexibility to resend letters in certain instances, without having to make changes to the way you may have set up the system.

    Presently, the rule for stopping letters within X days of the last letter, is enforced when you try to send a letter through the smart code window (presents message and does not allow) or if a letter goes into pending (through a smart code decision, returned mail entry, payment arrangements etc.) it fails when we try to send the letter out during nightly processing.

    The following has been added.
    Within the returned mail entry program, the "Send letter" option, now allows you to enter *A or *P. *A means send the last letter sent on the individual account, while *P means send the last letter sent on the primary account.


    On the letter codes system control file, we have added some new options to the 2nd page.

    We already had the options "Do not allow if any letter mailed within __ days".

    There is a new option "Only for S/C window (Y)". By entering a Y in this field, it means that the rules for "not allowing a letter within X days" will only be checked if the letter is requested within the smart code window. This means if a letter code goes into letters pending (through a smart code decision, returned mail entry, payment arrangements etc.), the rules will not be checked and the letter WILL be sent. (It will not fail in the letter generation phase.)

    There is also a field "Bypass 'mailed within rules' with D/C". This will allow you to (temporarily) specify a description code that can be checked for when we try to send a letter. If this description code exists on the account, we will bypass the edit for "Do not allow if any letter mailed within __ days".

    This will allow you to, as an example, set up a smart code called "Mail a prior letter" to be used when the user was not allowed to send a letter because of a recent letter. That smart code could add the special description code. If course, you could restrict the use of this smart code, based on User ID. The user could then request the letter and they would be allowed to proceed. After the letter is generated by the letter printing process in nightly processing, the special description code will be automatically removed by the system!

    And what about returned mail entry? If you try to request a letter, the user may be stopped because of a recent letter! We have added a field called "Add D/Code" within returned mail entry. This allows you to add a description code to the account. Train your users to enter the special description code if they need to request a letter and can not do it because of a recent letter! The description code will stay on the account, allow the letter to be sent and the system will remove the description code during nightly processing.

  • CELL PHONE SCRUBBING - We have added features to allow you to manage calls to cell phones. There is a great deal of controversy about this subject, but we have given our clients the ability to manage this area and "stay within any applicable rules and laws". Provided you have an updated database of cell phone numbers (regardless of how that is obtained), we have the programming to stop you from calling a cell phone using a dialer or even using manual dialing.

    The key to the design is:
    • making sure that cell numbers do not get loaded into home or work phones which can be loaded into dialer campaigns or manually dialed.
    • Since the Tab+ numbers can also be automatically or manually dialed, these must also be managed carefully.
    • Known cell numbers must be carefully managed. You may only be able to call a cell if you obtain permission to do so. You may have many possible cell numbers on an account.
    • If a debtor does give you permission to call a cell phone, you could place that number in the cell phone field on the account detail screen. The cell number on the account detail screen would then always be a "safe" number to call.
    • We need to frequently check if cell numbers have been ported to land lines. This will allow these numbers to be called on a dialer.
    • Other potential cell numbers can be stored on the Tab+ window.

    Remember, YOU can control where your phone numbers get loaded, whether it be through electronic loads or custom interfaces. Quantrax will not take responsibility for numbers that get loaded through custom interfaces or as a result of the cell phone data base being inaccurate. You must instruct us to modify any custom interfaces we may have built for you.

    The following system has been created.

    You are responsible for purchasing and maintaining the database of cell numbers. Quantrax has found two sources for such a database - Interactive Marketing Solutions LLC (http://www.ims-dm.com) is one. Their "Wireless identification solutions" are described as follows. "If you’re a marketer, telephone marketing services bureau, debt collection firm, or other business concerned with calling wireless devices IMS offers a number of solutions for you. All of them revolve around the IMS "Wireless Block Identifier" (first 7 of a phone number that indicate that the number started out as a cell number) and the "Ported Number" files, which together identify all wireless devices, ensuring that you stay in compliance with federal and state legislation, and save time and money." We plan to use IMS's wireless block identifier data base, the data base of land lines ported to cell numbers and the file of cell phones changed to land lines. They provide updates to ported numbers periodically, and it is your responsibility to obtain and load those updates into the system. IMS provides daily updates to the ported number data base, but most of the legislation says that you need to act within 15 days of a number being changed. The decision on how frequently you need to update your data is yours. The goal is that if a land line becomes a cell phone, you must be able to quickly move it to a different classification to avoid breaking any regulations with regard to cell phones. If you were not calling a number because it was a cell number, and that number has now become a land line, you should change the classification so the number can now be called.

    We asked IMS to tell our clients why our clients should use their database.Here was what they said. "Interactive Marketing Solutions is the country’s largest single-source supplier of Wireless Identification Products. We serve marketers, collection agencies and other organizations with the need of identifying and segregating calls to wireless sevices. In 2002, as a subsidiary of the Direct Marketing Association, IMS pioneered the concept of identifying wireless telephone numbers by introducing our proprietary Wireless Block Identifier which can identify over 98% of the cell phone numbers currently in use. The remaining 2% can be identified by the Neustar Ported Numbers files which we enhance and resell in our role as their largest reseller. Since its introduction, we have sold thousands of subscriptions to our wireless products (see our complete customer list on the website)."

    We have identified another company, Interactive Data, LLC who will also supply you with the cell phone data. We can work with their data too. Their contact information is

    3057 Peachtree Industrial Blvd, Suite 100
    Duluth, GA 30097
    Phone - 678.584.5252
    You can e-mail John Schaeffer at john@id-info.com for more information.
    Their web site is www.id-info.com

    Why does Interactive Data feel they have the best solution? Here is what they provided us. It will be up to you to decide which provider to select. We have talked to both companies. Interactive Data seems to be more experienced in the collections space. We were impressed with their presentation. Please contact us if you have any questions.

    • The database from either company costs approximately $2,200 a year.

    • Quantrax will provide the programming to convert the data base and updates into a Wireless Block Identifier file, SCCELNU in your data library.

    • There is a new system control file for the cell phone scrubbing application (Option 17 on the 3rd system control menu). You will set up -

      • A flag to activate the cell phone scrubbing features at the company level. The cell phone data bases are not company specific. They apply to all companies.
      • If the account has a cell phone on the detail screen, we can check if it really is a cell number, based on the new data base. If it isn't we have a one-time program that will remove that number and update the Tab+ screen with a phone code you define.
      • There are options to specify what phone codes should be used in the Tab+ when land lines are changed to cell numbers and vice versa.
      • There are options to specify Smart Codes to be applied when numbers on the account detail screen (home or work) are changed to cells.
      • You also specify activation of the feature to warn a user on the account detail screen, when they try to enter a cell number in the home or work fields. An error can also be issued when the cell number is updated with a land line number. In all cases, the warning can be ignored.
      • In general, we decide if a number is a cell or land line by looking at the wireless block identifier file and the ported numbers file. For ported numbers we look at the most recent change, since it is possible that a number was ported multiple times.

        Here is a sample screen for the system control file.




        F10 from this screen (not on above screen, but is in the present code) is "Validate #". This is an option that allows you to check if a number is a cell or land line based on the cell data in the system. You will be prompted for a number and the system will indicate whether that number is a cell number when you press ENTER.

        Since the above screen was used, there was a change. You can set up the cell phone scrub, but stop it from taking any action based on the client on the account. The option is on the client master and is called "No cell phone scrub (N)". On the cell phone scrubbing system control file, if you do not have special rules by client, you can mark the opion "We do not use client rules - N", which will speed up processing. The reason we need this option is because some clients will insist that you place the number they give you in the "home phone number field" and not change it, even if you find out that it is a cell phone.

    • Note that you must have a "Y" in the field "Activate the options" for any of the cell logic to be turned on.

    • We have made some changes to the Tab+ system control file. This can be accessed from the Management Menu, I-Tel options, then "Other phone number options" and then, Option 1. This option has also been added as option 18 on the 3rd system control menu. For each type, we have new options to indicate that the code corresponds to a home, work or cell number. If none is filled out, we assume that this is a non-debtor number (3rd party). The exceptions are the codes H, W and C. We have designated these as home, work and cell numbers respectively. At this time, these new fields are used :

      • for the cell phone scrubbing options
      • in the logic that automatically brings in phone numbers from the Tab+ to the account detail screen and
      • in the Smart Code logic that retrieves home, work or cell numbers from the Tab+ screen


      It is VERY important that you go through all the different companies you use, and set up these new options for each phone code. Why is it important? You will have debtor and non-debtor related numbers in the Tab+ screens. (Non-debtor would be neighbors or relatives) Our objective was to manage "debtor" cell numbers. It is useful to know that a debtor has a cell number, regardless of whether you can call that number or not. In the case of a relative, if they have a cell number, that number is of no value, because you should NEVER be calling that number if it is a cell phone! We are not aware of the law as it relates to the area of a collector calling someone who is not related to the debt, but if the person is being charged for the call, it is most likely that they can take legal action if you did not accidentally call their number. If you find out that a number for a 3rd party in the Tab+ is a cell number, what should you do? We say that the only thing you should do is mark the number as a bad number, since you should not be calling it.

      Here is the new screen.



      Our programs that look at the cell phone databases and update the Tab+ will look at the data on the above screens. You may have different phone codes for a debtor's cell phone. These should all be coded as "Cell phone - Y". The same is true for home and work phones. Suppose we find that a Tab+ number land line is now a cell number and is a possible home or work number (based on the phone code). The update that looks at ported numbers, will change that number to a code C or the code specified in the system control file for "Phone code if land line ports to a cell". What if the existing phone code is not a home or work number? It is assumed to be a number that does not belong to the debtor and if it has been ported to a cell number, we will change the number to a bad number by changing the code to a lower case code.

      For you to be able to add valid cell phone numbers (Code C) to the Tab+ screen, you MUST set up the code C in the "Other phones" system control file.

    • After you have installed the cell phone databases, a special program has been created to look at home phones. If a home phone is on the cell phone database, it will remove it from the home phone, and update the Tab+ window with a phone code of C. Note that the special one-time programs do not apply the Smart Codes set up on the system control file for the cell scrub.

    • The system control file will allow you to set up an option for work phones too. A work phone may have a cell phone that belongs to the employer. You may want to keep work phones that are cell numbers. If you wish to scrub those too, you can. You will need to set up the field "Remove work if cell" and a code in the field "Phone code if work number is changed". The one-time program will remove the work number and update the Tab+ with the phone code specified. If no phone code is specified, we will default to the code "C".

      For new business, if the work number is a cell, we will look at the system control file and change the phone code if one is specified for work (otherwise we will change the phone code to a C). If specified we will remove the work number which is a cell.

      If at a later time, a work cell is ported to a land line, we will check if the existing Tab+ phone code matches the field in the system control "Phone code if work number is changed". If this is the case, we know that we are dealing with a work number that was ported to a cell, and and now been ported back to a land line! What do we do? We change the phone code to a "W", since this is most likely a work number.

    • The one-time program can also remove cell numbers in the cell phone field in the account detail screen. If the number in that field is NOT a cell phone and if you set up the field "Phone code if cell number is a land line", the one time program will remove cell numbers (on the detail screen) that are not cell phones at the time. The Tab+ window will be updated with the specified phone code.

    • If the one time program removes a home, work or cell number, we will add a note indicating this and showing the number that was removed.

    • Note that the special one-time programs do not apply the Smart Codes set up on the system control file for the cell scrub.

    • There is another program to update numbers in Tab+ that may not be coded as cell numbers. Remember, additional home or work numbers can be brought into the account detail screens from the Tab+ window. It is therefore important to make sure that cell phones in the Tab+ have the correct phone codes. The program for scrubbing the numbers in the Tab+ window must only be run after you have updated your phone codes as described earlier. You MUST indicate whether each phone code is a home, work or cell number. (Not setting these codes would imply that the number is for a 3rd party.) The program will look at all numbers in the Tab+ file.

      • Type C and cell phone codes, will be checked for porting to land lines. In this case, the Tab+ code will be changed to the code set up in "Phone code if cell phone ports to land line" or the code H (default).

      • If a land line has been ported to a cell, we check the existing phone code. If it is a home or work type, we change the phone code to the code in "Phone code if land line ports to cell" or code C (the default). If the existing code is not a home or work phone, the number would belong to a 3rd party not related to the debt, and we change the code to a lower case code (make it a bad number).

    • At this point you have "cleaned up" your account detail screen and the Tab+ numbers!

    • Once you clean up your data base with the one time programs, we want to stop cell numbers getting into the home and work number fields! This begins with new business. If a home number is a cell number, you can move it to the cell number field on the account detail screen. Whether you do this, depends on your strategy for how you call cell phones based on any legislation pertaining to calling cell phones. Our recommendation is to "designate" the cell phone field on the account detail as a cell number that you are always allowed to call. The option "For new accounts, move Home to Cell# if cell" is used to tell the system to remove the home (cell) number and copy it into the cell number field on the account detail screen. If there is another number in the cell phone field, it is NOT replaced. Regardless, the home number that is a cell, is deleted, and the number is placed in the Tab+ screen with a phone code of "C". A note is added. If a smart code is defined in "Land line when ported to cell", this is applied too. For account posting, if you are adding a cell number on the account detail screen and it is NOT a cell number, it is deleted and moved to the Tab+ area with either phone code "C" or the code specified in "Phone code if cell number is a land line" (System control file).

      For new accounts, if the cell number is a determined to be a land line, we will look at the field "Phone code if cell number is a land line". If there is a code in that field, we will update the Tab+ with this code. If there is no code in this field we will change the Tab+ to an "H", since the number can be considered a possible home number. In both cases, we will clear the cell phone field on the account detail screen.

    • When accounts are worked, if you press F12 from the account detail screen, we will warn you if the home or work is on the cell phone data base. On the system control file, there is an option to allow a user to override this warning. If you do not select this option, users will NOT be able to override the warning. Based on the option, you can accept the number by pressing F12. Any custom interfaces you have, to load phone numbers, will have to be modified to scrub the numbers going into your Tab+, home, work or cell number fields!

    • When a cell number is added / updated on the account detail screen on the cell phone field, the system will check that it is a cell number. If it passes that test, the user will be warned to obtain authorization from the debtor to call the number. If F12 is pressed, the number will be updated. A note will also be added indicating that authorization was obtained. Example - Auth.to call 301 755-3841 This feature makes the process stronger and helps collectors obtain the authorization that may be required for calling a cell phone.

    • When you try to add a number to the Tab+ screens, if you use a phone code other than "C" or a code that is designated a "cell phone", and the number is determined to be a cell phone, you will be warned and you can accept the entry based on the way the system controls are set up (override allowed). If the override is not allowed, you can still get a cell number into the Tab+ screen by setting up that phone code with a "Y" in the field that indicates it is a cell number. The phone codes system control file can be accessed from the I-Tel menu, or from the 3rd System Control menu, where there is a new option (18).

    • If a user is allowed to (based on the system control file) and chooses to ignore the warning and "accept" the number, a note is added indicating that a a home or work number is a cell number, or that the cell number is a land line.

    • You will need to keep the cell phone database updated.

    • On a daily basis, land lines are ported to cell numbers! You will periodically receive these updates from your data provider. Cell numbers will also be converted to land line, although that may be less frequent. We will maintain a file SCCELNUP of numbers ported from land to cell and cell to land numbers. That file contains phone numbers ported, the type of porting (land to cell or cell to land) and the date the number was ported. We will have code that looks at these changes. Depending on what porting option was used, you will be able to change the phone code on the account. You will also be able to apply different smart codes depending on what type of porting took place.

      The manner in which a phone code information is set up on the system control file for phone codes is very important. The options debtor home phone, debtor work phone and debtor cell phone are important. If one of these are not selected, the system will assume that the phone code refers to a "non-debtor" number (e.g. relative, neighbor). The exception is the code specified in "Phone code if work number is changed" in the cell scrub system control file. This code is assumed to be a debtor work number and is used in the ported number updates. In general, if a non-debtor number is ported to a cell, we change the phone code to a lower-case character, since you do not want to call those numbers. These numbers do not get changed back to upper-case characters even if a cell is ported back to a land line.


      IMPORTANT NOTE - If you allow users to override the warnings and enter a cell number into, say, a home phone, the next time you run an update option for ported numbers, the system WILL recognize the cell number in the home phone and move it to the Tab+ as explained in the documentation. The purpose of the module is to ensure that cell numbers are clearly designated and separated within the system. You should not allow users to override the warnings, since this defeats the objectives.

    These changes will give you complete flexibility in the management of cell phone numbers within the system. Remember, the contact information for IMS is at http://www.ims-dm.com. You can contact Interactive Data though www.id-info.com.


    RUNNING THE PROCESSES

    There are several programs to be run. Please follow these instructions carefully.

    • There is an initial update. Get the files from IMS and copy them into a library CALLED IMSLIB on your iSeries.

      To create the library, key in
      CRTLIB LIB(IMSLIB) TEXT('IMS library')

    • IMS or Interactive Data will provide you with 3 files - the cell block identifier, cell phones ported to land lines and land lines ported to cell phones.

      Copy the cell block identified into IMSLIB as CELLBLOCK
      Copy the cell phones ported to land lines as CELL2LAND
      Copy the land lines ported to cell phones as LAND2CELL

    • Once the files have been create check that they were correctly copied.

      The commands to display the 3 files are :

      DSPPFM FILE(IMSLIB/CELLBLOCK)
      DSPPFM FILE(IMSLIB/CELL2LAND)
      DSPPFM FILE(IMSLIB/LAND2CELL)


      Make sure you see data in the files.

    • It is now time to run the one-time programs to convert the IMS files to RMEx format.

      From a command line, key in SBMJOB CMD(CALL CELCVIMSCL) - that is a letter "i" in CELCVIMSCL

      The job should be submitted - Make sure it is running, by checking active jobs. The job should run for about 5 minutes. Make sure it completes.

    • You should now set up the system control files for each company that will use the cell phone scrubbing options. Please be very careful! Data is updated based on how you set up the options.

    • Make sure you have gone into the phone codes, and indicated whether a code is a home, work or cell number. These options WILL be used to update your database. Recovery is difficult if you have not set up the information correctly and the programs are run.

    • It is now time to run the conversion programs for your phone numbers on the account master file and the Tab+ screens. You have now updated the system with the information provided by the cell phone database vendor. You may have accounts with cell phones in home or work, or land lines in the cell phone field. You may also have cell phones in the Tab+ fields. Note that the options described below, run for ALL companies.

      Go to the Utilities Menu (UT from any menu). Then take option 15 for additional options. Now select option 16, Cell phone scrub options. The following is displayed.



    • Select option 1. This will submit a job that will look at the system controls for each company and update the information on the account detail screens, based on the documentation provided above. Make sure this job completes. If the cell block file changes (most vendors say this could be updated once a month) you should run this option after the cell block update is done on the system.

    • Now run option 2, which does something similar for Tab+ numbers. This should also be run if the cell block data is changed.

    • Your database has now been updated! Based on the way the system controls are set up, you can be warned when you try to set up cell numbers in home, work or "non-cell" Tab+ fields.

    • You must periodically download updates based on ported numbers. IMS will provide two files, similar to the ones you initially obtained. These must be loaded into the system with the appropriate names (the menu has this information). Option 3 on the menu will look at the newly ported numbers and take the action specified in the system control files.

    • If you get new wireless block data (we are not sure if this will happen, because it is possible that the wireless block has already been defined by the authorities and can not change) - You should re-run the options 1 and 2 because numbers that were previously land lines, may now come under the cell classification. As you can see this is unlikely. Check with the provider of the database.

    • Some of you may decide that you want to clear ALL of the cell phone numbers on the account detail screen. Why? You may not have documented permission to call those numbers. We have a program that will clear the cell numbers in ALL companies and make sure the Tab+ has the number with a phone code of C. To run this option, key in SBMJOB CMD(CALL CELCLR0). That last character is a zero. This option CLEARS ALL CELL NUMBERS on the account detail screen - Run it with care! Depending on the size of the account file, this option may run for a while.


  • Stop users from entering credit card information – We have added a feature to system security No CC-N. An “N” in this field will prevent a user from entering new credit card information on the TabQ-Credit Card Payments screen. This rule will only apply if credit card information does NOT already exist on the account.

  • New warning added to Duplicate client report options – If you are duplicating a work group change you will now be prompted to verify the change.

  • Nightly processing – In Version 8.26 there were major changes made to the nightly that no longer requires you to restart the system. Please make sure you read the 8.26 documentation for all the nightly changes.

  • Purge by client – We have added the client group number to the preliminary report and information purge report.

  • Account processing changes – We have made the following changes.

    • New business option in System Parameters – We have added an option 0 (zero) for 7 days, the period which new accounts are eligible to be considered "new business".
    • Sorting of new business - If the account has been worked, we will sort the account by date last worked. If there is no date last worked, we will sort by placement date.
    • System-generated QCat's - You can now select an option in System Parameters to omit system generated QCat's from being created (Some are automatically created regardless of this option). We will now allow you to control exactly what system generated QCat's are to be created. You can set up the option "Stop system generated QCat's". If you now go ahead and set up some of the system-generated QCat codes in the QCat Codes system controls, these WILL be created in the queues. Of course, if you do not set up the "Stop system generated QCat's" option, all system generated QCat's are set up in the queues. In case you have forgotten, the system generated QCat codes are :

      • 991 - Cell phones
      • 992 - No phones (No phones processing type)
      • 993 - Skips (No phones processing type)
      • 994 - New business exists
      • 995 - On payment arrangement
      • 996 - Paying account
      • 997 - Worked, no contact
      • 998 - Dialer hold
      • 999 - No phones

  • Queue consolidations - The number of accounts selected for the user and client queue consolidation options, will be displayed when the option is run interactively. A message is displayed at the end of the process.

  • Settlement letters - The system will update the number of letters requested in the letter codes statistics. This did not happen in the past.

  • Credit card options - The following changes have been made.
    • Notes added will have a note code of "cc"
    • For the credit card series, you will be able to create X additional monthly payments by setting up the first payment and then entering the number of additional payments (X) in the second "Ref#" field. This is similar to the option in the direct checks screen. You can press ENTER or F12 to display the additional transactions after entering information in the specified format.

  • Changes to the account audit
    • A credit card series with open transactions, will be considered a "Payment arrangement" for the audit screens.
    • If there is an amount in the credit card screen (original screen with a single payment) we will consider that as a "payment made today". This could be a single payment taken or be as a result of a credit card being used for a regular or non-linear payment arrangement.
    • (Added 10/08/09) For the phone options, we have a new 0 (zero) option. This will allow you to check for NO phones on the account. We make sure there are no numbers on the account detail screen or on the Tab+ (good numbers). If the linking option is "L", we check all of the linked accounts.

  • Reacting to the New York City legislation changes

    You must have heard of the changes coming out from New York City. Quantrax is proud to say that over the years, we have reacted to every possible legal and compliance issue that has been presented to us. Granted, there is more we can do, but we believe that we have our key bases covered. Data security, protecting private data, restricting access to accounts, protecting medical data, encryption, handling the rules in different states - We have powerful code to handle these situations. Many of you may not be aware that these are often handled by other systems through custom modifications. We have made some important changes to handle the changes that have originated in New York. We believe that they will be applicable in other areas too.

    The goals were :


    • Allow decisions to be made at the time of new placements and demographic changes. This would be similar to some of the decisions that we make at the state level, but we would need to look at zip codes and / or phone numbers
    • Allow smart codes to make decisions based on zip codes and phone numbers
    • Since we have far more zip codes (or partial zip codes) and area / NPX codes, we need a clever way to define an "area".
    • If we came up with a creative way to define a geographic area like NYC, we could use that "area code" in our decision-making! This would be much easier than referring to 25 partial zip codes and 15 phone exchange codes!

    From the system control menu, you have a new option called "Location codes". This is our definition for a specific geographic or designated area. The following menu is displayed.


    When you select option 1, you have the ability to set up a location code and the rules for the location code. We have only a few things you can do, compared to the states system control file. However, you should be able to accomplish what is required. Here is a sample screen.

    You can set up a location using the above. Suppose you have four different locations and want them to behave in the same manner. We will give you an option to group different locations! We will have a method of making decisions based on the group code.

    Option 2 from the menu will allow you to ser up "Location code groups".
    Here is a sample screen.


    It is now time to set up the zip codes or telephone exchanges that make up a location! Options 3 and 4 allow you to do that. For zip codes, you can enter 3 or 5 characters. The system will check for matching 5 and 3-character zip codes, in that order, when the system control files are accessed. For Area / NPX codes, you can enter area code only or area code and NPX code. We will first look for all 6 numbers in the system controls. Then we will look for area code. We will check for the zip code rules before we check for phone number rules. Here is a sample screen for setting up area / NPX codes and identifying them with a location.

    The rules set up for locations are checked when accounts are loaded. They are also checked (during nightly processing) based on zip code changes. We look for the notes that are created by the system for address changes and it is very important that address changes are logged consistently, whether it be by base of custom code. We do NOT check the rules when phone numbers are changed.

    What about mail? We have added letter translation by location code! The translation takes place based on the zip codes only. You may have set up zip code and phone rules for a "Location". Only the zip codes are checked to see if the the location requires letter translation.

    What about making decisions through Smart Codes? The ? logic will allow you to specify "Location codes". The code is "LOCATION". For this area, zip codes and phone rules are checked when location is considered.

    These changes offer great flexibility in the area of compliance. Understand the features and use them when applicable.

  • Backup options (Added 08/27/09) - Backing up additional libraries.

    We have a new feature found on the second Utility Menu (Option 17) that will allow you to specify specific libraries you want include in the Nightly Backup. When you take the option, you will be presented with a screen that will allow you to specify the device you want to use for your backup

    Specify the libraries you want added to the backup or deleted from the backup - The number of libraries you can add is limited to the value on the screen.

  • Credit reporting (Added 09/04/09) - If an account fell below the minimum to report, it is not supposed to get reported. This was not always the case. There is a rare problem. If this was a new account AND there was a dispute, the system would report it as a dispute. We have made changes to first check the placement amount and omit it based on the amount placed. For balance reporting, we were only looking at payment codes 01 and 11 to update information. We have made changes to look at balance adjustments too.

  • Changes to Tab+ phone codes (Added 9/04/09) We have made some changes to the Tab+ system control file. These are described within the cell phone scrubbing options.

  • Creating queues (Added 9/20/09) We have made changes to include accounts with no balances, in queues. These accounts should be closed, but we have the option to load zero or credit balances and keep the account open. Unless you use this option, you should not have zero balance accounts in your queues.

    On the option to rebuild queues - We used to look at the next work date for follow-up's and broken promises. That is not correct, since the next work date could be tomorrow (if you set your nightly processing early or use the auto start option). It was only recently that someone told us that promises for that next day were coming up as broken promises in the rebuild. The rebuild option should use the system date as the next work date. We have made this change.

    On the 3rd collection inquiry screen, there are some statistics for the user, as an owner and worker. Some of these are updated during nightly processing. Some errors were corrected.

  • State options for creating a payment receipt (Added 9/20/09) We are aware of some states (North Carolina is the recent example) requiring a receipt to be sent out for every payment received. Check the senate bille here. We have an option to print receipts based on client and payment codes. There was no easy way to print receipts based on state. The ability to do this will require code changes, and will also depend on your interpretation of the laws, as to what appears on the receipt. Depending on how you interpret the law, you may need changes to letter printing. We can handle that as a custom project or base change.

    We have always had an option to print payment receipts. We can do it at the time of payment entry (was designed for walk-in's) for all payments. There is an option at the client level "Payment receipt (Y) for". You can enter "Y" and the payment codes the option relates to. If no payment codes are selected, we assume that a receipt is required for any payment code (adjustments too, as long as they are positive).

    Presently, there is a field "Letter code for receipt" on the payment codes system control file. This MUST be set up for the receipts to generate. Provided it is set up, we look at the client and store the total transaction amount, by payment code. If we had $300 paid agency and $900 paid client, we will track that separately. Two receipts would be printed in this example. Linked accounts do not matter - we track the information at the "debtor level". When letters are processed, we will generate the letter specified for the receipt. There are merge codes T01 and T02 to print the amount paid.

    The recent legislation (from North Carolina) requires receipts to be printed based on a debtor's state. We have interpreted that as "based on the state on the account at the time the payment is processed". We also feel that these receipts must be separated by account and should not group linked accounts (since individual account information is required). Phill Britt from insideARM has a document that states "Although North Carolina currently requires a collection agency to provide a consumer a receipt of payment if the payment is in cash, SB 974 requires a receipt be provided when any payment is received by or on behalf of a debt buyer. In addition to what must be included in a receipt, the receipt for payment received by or on behalf of a debt buyer must also include the name of the creditor(s) for whom collected, the account number assigned by the creditor(s), and the account number assigned by the original creditor if different from the current creditor for whom the debt is collected. The receipt must also clearly state whether the payment is accepted as either payment in full, as a full and final compromise of the debt, or state the balance due after payment is credited if the payment is not in full."

    What changes have we made? We have added a field for receipt required, and a field for letter code at the state level (system control file). If this is set up, we will track payments for the day, by account. We ONLY look at payments, not adjustments. When letters are generated, we will print a receipt, provided the total of transactions processed is positive. The state rules take priority over receipts set up at the client level. The new legislation for NC seems to be aimed at debt buyers only. In a prior release, we provided support for storing, displaying and printing original creditor information. With these changes, we allow you to handle a new and unique requirement with relative ease and with a high degree of automation. We have made the changes in RMEx, and in Intelec Version 8.26. Remember that it is possible that your letter printing program is modified and that you may not have some of the merge codes relating to original creditor. We can make the necessary changes. Please contact us if you buy debt and need these changes.

  • Sending letters in states you have stopped letters using letter translation (Added 11/10/09) - If you can not work in a certain state, you can stop letters in that state. Many states are adding new rules that want companies servicing certain types of debt, to send a letter to the consumer with a specific notification. This is not a collection letter or demand for payment, but a notification you may be allowed to send, even if you have no license to collect in the state. If you have stopped letters in a state, letters will NOT go out! How can you make the letter go out in this special case? We have made some changes that will allow you bypass letter translation by state and send a letter in any state, even if the translation is set up to stop the letter. The option is set up at the letter codes level, on the system control file. On the second screen, there is a new option "Bypass state letter translation (Y)". A "Y" in this field will bypass state letter translation rules (changing the letter or stopping it). This will only apply to the following :

    • Requesting letters from the Smart Code window
    • Contact series letters
    • Any letters that get requested as selected letters (appear on the F10, second account detail screen). These include letters requested though the smart code system control file (Standard letter, and letters sent through decisions/actions). It does not include other letters such as post-date reminders or P/A letters.

    This is a powerful option. It is needed for some of you. Use it with care!

  • Not including linked balances in letters, based on placement date (Added 11/14/09) - Within the letters system control file (one of the final options on a separate screen) you have a method of saying that an account should not be included in the linked balance, if it was placed within a certain number of days. This was designed to stop you from including a new placement on a linked letter that had several old accounts. This option is at the company level. What if you have set up this option and want to send linked letters for new placements? (We have options to include accounts placed by the same client etc. on a single letter.) The new accounts would not be included and the letter would fail. We have added a new option at the letter code level - on the 2nd screen. This option is "Bypass option for linked balance based on placed date". A "Y" in this field will not check the rule for omitting account in linked balanced, based on placement date, for that specific letter. Please use this field with care. Most of you have letter printing modified, and you must contact us prior to setting up this field. We will need to make sure the code has been changed to handle this feature.


PAYMENT OPTIONS

The following changes have been made.

  • Change to payment arrangement logic - Presently, an overpayment does not update the amount due on a payment arrangement. We will change the system so overpayments update the payment arrangements. An example of this is the following. A debtor has 2 accounts, one for $100 and the other for $200. The debtor is on a P/A of $150 a month. The debtor sends $150 to the client. The client incorrectly asks you to (and insists you) post the $150 to the first account. Intelec will only credit $100 to the arrangement, since the balance on the account is only $100 and we will be creating a $50 overpayment! In this case, we will credit the full $150 to the P/A. If we do not do this, the debtor will be considered delinquent!

  • Entering a special description with payments - We have added a special 15-character field to payment entry. It is called "Other information". The new field will be stored on the payments history and can be displayed from the payment history (F23 from account details) when F24 is used for the alternate format.

  • Warning description codes for payment entry - These are not displayed when you use the "D" option to apply a payment directly to an account. This has been changed. The warning description codes will be displayed for the "D" option too.

  • Payment batch for credit cards - From the Daily Payment Report options on the payment transaction menu, there is an option for credit cards, which will allow you to create a payment batch for the credit card transactions selected. On the selection screen, you can now enter "F" to create a file. This will add the transactions to a file and allow you to pull the transactions into a payment batch by using F15 while in payment entry (the same key is now used for post-dates). The only difference is that for credit cards, you will see "CC-xxxx" in the client reference field. xxxx will be the last 4 of the credit card number.

  • Not allowing a payment based on a description code (Added 08/20/09) - We have added a field to the description codes system control file, to stop a payment from being entered. This will apply to an individual account and all links will NOT be checked. This will not apply to custom modifications, since many programs will need to be changed. The edit report will be modified to indicate an account that has the special description code. The message will be '*DESC.CD-NO PMT.ALLOWED'.

  • Adding notes while in payment entry (Added 09/06/09) - Some of our clients have indicated a need to add notes to an account, while in payment entry. The first time you get into the program, there will be a screen that tells you that F6 will allow you to add notes to an account. From the first screen (where you enter a case number), you can fill in a valid case number and select F6. This will give you a screen that allows you to enter notes on the account.


I-BIZ - OUR BUSINESS INTELLIGENCE PLATFORM

Our business intelligence (BI) and advanced reporting platform is the result of a partnership between Quantrax and a company called Metric Tracker. Together, we bring you a new level of analytics that complements and enhances our intelligent technology. Check the white paper here. This is a separately licensed product.

This is many products in one. If offers :

  • a data mart
  • current and historical analysis
  • reports in printed or Excel format
  • ability to e-mail from the reporting platform
  • drilling down in real time

The product is fully integrated with RM/Ex.


VISUAL SUITE FOR COLLECTORS

This product brings the best of our legacy code and modern user interfaces to the collector. It is the base for future changes that will leverage the power of personal computers with the stability of the iSeries and the great power of RM/Ex. Check the documentation here. This is a separately licensed product.


WEB REPORTS

This product allows you to push reports to a web server that can then be accessed securely, through the internet. The base product handles standard client reports. We can add other reports as required. Check the documentation here. This is a separately licensed product.


I-TEL CHANGES

It was always our position that great collection software and any dialer could always outperform an average collection system working with the greatest dialer platform (if there was such a thing). Compliance, account management, levels of automation, changing campaigns quickly, changing the numbers that need to be called at the account level - These are all things that become more important as we try to increase productivity and improve the important area of contact management. We have been in collections software for close to 20 years. We have worked with dialers for almost as long, and with I-Tel for over 5 years. It was a strategic decision to get into the dialer business. We have always believed that we could offer more if we had control over the collection technology and the dialer platform. We knew it would not be easy and that has proved to be true. Today, we have over 20 I-Tel clients and we support over 1200 licenses, which is very creditable considering the relatively short time we have had a dialer product. On the positive side,

  • We have a product that handles all of the traditional functionality of a dialer platform (outbound, inbound, messaging and call recording)
  • The product works seamlessly with Intelec
  • Features in Intelec make the management of the dialer easy, allowing you to get the right account to the dialer, with as little manual effort as possible

With regard to the concerns our users have had :

  • Some things are difficult to set up
  • The product lacks some of the features that the popular, standalone dialers have
  • The dialer does not provide enough reports
  • You want to be able to call more numbers on a campaign
  • As we deal with more and more data, we need to track and be able to use more information about the phone numbers we store (e.g. How we obtained the number, when was it last attempted, have we had a RPC etc.)
  • Improving call transfer functionality
  • Being alerted when there are dialer conditions that need attention (e.g. a trunk has failed)
  • There are other enhancements that are needed

We acknowledge the above concepts and requirements. Any product can be improved, and with a group of talented individuals like our user base, we expect many requests for change! There is a Japanese proverb that goes like this - "Vision without action is a daydream. Action without vision is a nightmare. It is important to define our vision. As much as we respect the experience of our users, it is fair to assume that there are always better ways to do what we do. Intelec is the best evidence of this. It was conceived by engineers and most of its methods have come from minds that did not have core collection experience. With that background, we are stating our vision for the future, as follows. Even if you do not have our dialer, we believe that what we will say is relevant.

  • We must continue to present the right account to the dialer, at the right time. We can not do this alone. Each company must invest in the analytics for predicting what account is more likely to pay and setting its strategy for presenting those accounts within its work flows, based on the highest potential profitability.
  • We must be able to automate the manner in which the system calls the same number, ensuring that different calls to the same number are launched at different times in the day.
  • We could have many different phone numbers associated with an account. We may not know if they are good or bad, or if they even belong to the debtor. We must allow users to decide what type of number to call (e.g. possible debtor home number, neighbor). We must then be able to let the system call those numbers during a campaign, whether there be 2 or 20 numbers We must be able to set different rules for each number. Some we must never call after one contact (e.g. a neighbor). Others, we must disable after X attempts.
  • A "campaign" is not simply a group of accounts that need to be worked on a dialer by a specific group of people. Today, it is a far more complex concept. It is accounts, the phone numbers associated with those accounts, the order in which we plan to call the accounts, the information pertaining to each account since it may contribute to collectability (e.g. demographics, scores, prior effort and results) and the priority of the phone numbers themselves. We can not separate these related items. We need to recognize that they exist, that they are important and that they are difficult concepts to work through. Attacking one item at a time is easy! Having a system that can look at all of that at the same time is different.

It is with that background that we have set a vision for the future development of the RM/Ex and I-Tel interfaces. We want to simultaneously target dialer operations, account management, phone number management, error handling, and reporting. While we do not need to do anything in the same way another vendor may do it, we must provide equivalent or better functionality with our technology.

Here is our vision.

  • We will track and display more information about phone numbers
  • We will allow you to change the priority of accounts within a campaign in new and innovative ways, even while the campaign is active
  • We will offer you new options to manage the numbers that are to be called in a campaign.
  • We will add to the operational areas of the dialer, making it easier for you to accomplish day-to-day tasks
  • A new release of the dialer code (Dialer Version 10.2) which is now available, will address infrastructure and functionality requirements that have been presented by our users.

The following changes have been created in this update.

  • Campaign sorting, phone logic and targeting specific accounts - One area that we have worked on is the ability to take a campaign and change the priorities quickly and often. As an example, you may have 25,000 accounts in a campaign. You start calling them. After some time, you may analyze the campaign and wish to move a group of accounts ahead of the others for some good reason (prioritize). Within the accounts at the top of the calling list, you may want to make sure that some get called, before others (sorting). We already have some interesting sort options within I-Tel's campaigns. From the "Campaign administrator" option on the I-Tel menu, you can select the 'Re-sort" option on a campaign. Within that, you can dynamically change the sort order within the campaign, in some interesting ways. Here is a sample screen.

Note a new function key "Sort Code" at the bottom of the screen. The concept is to have a system control file of "Sort Codes". These codes will also be tied to campaigns. A sort code will allow you to

    • Prioritize (move accounts to the top of the campaign)
    • Sort the campaign
    • Push phone numbers from the Tab + area into the phone fields on the dialer queue.

With these options and the power of the Intelec/I-Tel interface (account management and campaign management options such as queue consolidations) you will have tremendous flexibility to manage your collection strategy at levels of automation that are simply not available to other dialer products. With the recent changes and changes that will be available in the future, you have the opportunity to manage and automate. A dialer should not have to manage your collection strategy. Many dialers give you the option to sort and manage queues in many different ways, because the collection systems do a poor job of managing workflow and account management. Managing accounts at the dialer level is difficult, manual and and a poor replacement for real flexibility and automation options. You will be faced with over-working and under-working accounts! With Intelec and I-Tel you can automate the manner in which accounts get selected for work, and how often they are attempted. The new options extend this capability and give you more options to effectively cover your account base.

From the Queue Consolidation options, there is a new option 12 "Queue sorting options".

When you select option 12, you can select a "Sort Code" and set up the options.

This screen give you options to "prioritize" accounts, within a campaign. If any of the selections are met, the account is pushed to the top of the campaign. If none of the conditions are met, the accounts get dropped to the lower part of the campaign. The custom and UDW fields will need to be reviewed with Quantrax before they are used. The other options are active.

Some explanations -

    • Contact can be Y (Yes), N (No) or R (right party contact). For the Y option, you can specify a number of contacts. This does not apply to the N or R options.
    • For some fields you can define a "Sequence" and a "Sort order". Sequence is ascending or descending, and must be specified if the option is used. Order refers to whether the field is a primary or secondary sort field. As an example, if you wanted to sort the queue by Score 1 and within that by number of contacts, you would put a 1 for the Score 1 "order" (is on a different screen) and a 2 in the contacts "order" field.

The next screen gives you sort options. This allows you to sort within the prioritization. Here is a sample screen. This screen also has phone number options.

Here, you can select sort options. Remember, you can only specify TWO sort options, one primary and one secondary, designated by the sort order of 1 or 2. Remember that for some of the options, we only consider the primary account.

The "Phone options" allow you to target up to 3 phone numbers based on phone codes in the Tab+ screens. Even though you see 5 fields on the screen, the first 2 can not be changed. These are reserved for the home and work numbers from the account detail screen. Simply put the codes you require into fields 3, 4 and 5 that correspond to the last 3 phone numbers in the queue file used for calling. (The queue file has 5 phone number fields) If you enter a code in any of the 3 phone fields, the phone number corresponding to that position (in the queue) is cleared and a new number is loaded from the Tab+ window, into that specific phone number in the queue (SCCQUE). If a code is not specified in a certain position, it is not modified. E.g. If you have _ _ _NN in the 5 codes, the first 3 phone numbers in the queue file will be unchanged and the next two numbers will be loaded with numbers that have N codes.

You can also use the * option to say load any number other than the numbers from the account detail screens into the 3 additional phone number fields!

Note that you can also tell the system to load the numbers based on the numbers that have not been called for the longest time! This will allow you to target one group of accounts on one day, come back the same day or on another day and call the other numbers for the same account, not having to worry about what was already called. This offers optimal coverage of phone numbers.

Of course, based on how the system is set up, you can have the system disable specific types of numbers after a certain amount of effort or based on the connection status of the call! Unfortunately, these option are only available with Intelec and I-Tel, since we have to work closely with the dialer to track the results of every attempt and phone number that is called.

You have now set up the sort codes. How do you change an existing campaign, which may even be running? Go to the Campaign Administrator option. Take the option to re-sort the campaign. Now take F5 to change the campaign using a sort code. Here is a sample screen.

Simply select the sort code you want to use, and press ENTER. The campaign will be changed!


  • Other phone selection rules - You can specify Y for all phones or X for all but cell phones (Code C in Tab+)

  • Power dialing cell phones – When power dialing, you now have the option to dial cell phone numbers.




INSTALLATION INSTRUCTIONS

You will first need to determine what version of Intelec you presently are on. The current release is displayed when you sign into Intelec and get to the Main Menu. You MUST make a note of the Version you are on. YOU WILL NEED THIS LATER.

If you are upgrading from a version other than (and prior to) Intelec 8.26, you should review the prior documentation (e.g. 8.1, 8.2 and 8.25) depending what you are upgrading from.

If you are on Version 8.1, please make sure we have reviewed the encryption issues. You may need to run separate programs and you should have received separate documentation for this. If you are on a version older than 8.25 – You must upgrade to 8.26 prior to upgrading to RMEx. You should receive separate instructions for this.


INSTALLATION OF THE NEW VERSION

You can install this update as long as no users are on the system. You can install the update at any time - at the end of a day (before nightly processing) or at the beginning of a day (after nightly processing has completed). You MUST have a backup from the last nightly processing that was run or take a separate back up of your data library if you are running this at the end of a day. It is recommenced that you do the upgrade AFTER a nightly. The complete install should take an hour or less if you are going from a recent version of Intelec, but will vary depending on your data volumes and processor. If you are converting from Version 8.1 or before, the install will take longer.

We suggest that you run the install at the end of a day and allow time to run nightly processing AFTER the install. Even though it is not necessary if you are on a more recent version of Intelec, it is best that you run a Nightly AFTER the install. If time is a limiting factor, you should create account processing queues after the install (You can use the option on the Utilities menu - UT at any menu, then, option 6).

You will receive 1 DVD - on titled BASE (RM/Ex).

We will need a dedicated system (No Intelec jobs running).

You should make sure that all users are signed off Intelec.

Cancel the Smart Code processing program.

  • If you have a dialer other than Intelec, cancel those programs.
  • If you are using I-Tel, end the dialer server.
  • For the following instructions, please remember to use "opt01" if you are using a DVD and are prompted for the device name.


1. Sign on with an Intelec User ID that gives you access to the command line (anything other than INTELOPR), load the DVD titled BASE in the optical drive and get to a command line.

Key in CALL INSTALLMOD and press ENTER. This job will take about 5 minutes. You will be signed off and will be asked to sign on at the end of the job. Sign on as QSECOFR.

2. Make sure that the DVD is still left on the optical drive.

Key in ADDLIBLE SCLIB from a command line and press ENTER
Then key in ADDLIBLE SCMOD and press ENTER

Key in CALL INSTALLNEW, press ENTER and follow the instructions. The device name should be opt01.

This option will take about 5 - 10 minutes. At one point in the installation, the system will check that the library SCLIB is not in use and if it is, it will display any jobs that will need to be canceled. At the end of this step, you will be asked to have all users signed off the system.


3. After Step 2 is complete sign off and sign back on with the User ID QSECOFR

Key in ADDLIBLE SCLIB from a command line and press ENTER.

Key in CALL INSTALLFIX

This step will take a few minutes.


4. After Step 3 is complete sign off and sign back on with the User ID QSECOFR.

Do not attempt to sign on with an Intelec User ID.

At this stage, do not allow users to sign on. The rest of the installation process could take about an hour. We will be creating some new logical files over the account and payment files.

Key in ADDLIBLE SCLIB from a command line.
Key in ADDLIBLE SCFIX from a command line.
Key in ADDLIBLE SCMOD from a command line.

What you now run, will depend on the version of Intelec you are currently on. Please select and run the CORRECT OPTION!

If you are in Version RMEX 1.0, Key in CALL INSTALRMX1

If you are on Version 8.26, key in CALL INSTALRMX

If you are on Version 8.25, key in CALL INSTALRM5

Press ENTER and follow the instructions. The job is submitted and will run in batch. This step could run for about an hour or longer, depending on your data volumes and processor. If you are on an older version of Intelec, the job will run for longer than if you are on a more recent version.

Check that the install program is running by using WRKACTJOB. Once the job has started, you should wait about 5 minutes and can leave if there are no messages.

This time taken for this step will depend on the amount of data on your system, and your processor speed. An estimate of the time taken is under 30 minutes.

When this step is over, the installation of the new release is complete. You should check the job to make sure it has completed (WRKMSG QSECOFR) and use the WRKACTJOB command to make sure there are no messages.

The completion message "'RMEx Release 1.0 has been installed" will be sent to INTELOPR.


5. After Step 4 has completed, you should run nightly processing. You should make sure that this runs normally without any errors. If you did the install after a nightly run, you will not cause a problem by running nightly processing again.


6. Please make sure that you send an e-mail to support@quantrax.com indicating that you have updated to the new version. This is very important.



© Quantrax Corporation, Inc.