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.
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
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.
- 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.
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
- 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.
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).
search feature for Bankruptcy Database
– We have added the ability to search by the bankruptcy case number.
to viewing information on transferred accounts
– We allow you to transfer accounts between clients and between companies.
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.
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
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.
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
(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.
"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.
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.
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.
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.
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.
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.
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
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
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,
system will display a count of the number of accounts in the work
user will be able to then "work their accounts". The accounts
are displayed in the sequence they were added to the queue.
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.
will stay in the work items queue until they are worked
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.
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.
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.
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
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.
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
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.
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
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
up a message when NO decisions are met, set up the smart code
and message with nothing (zero) in the action sequence.
up a message when ANY decision line is met, set up the smart
code and message with 99 in the action sequence.
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!
is an example of a screen a collector may see when a message is
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.
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
a contact series
any of the 6 smart code series
the account status
the code to be looked up for "Additional smart codes"
to be applied
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
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.
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.
- 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
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
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.
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.
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.
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).
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.
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.
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.
- 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.
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.
types-Special options by client – To make the search more informative,
we have added a description field to this feature.
- 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.
the key reports, we will add a search option for client or collector
codes (on selection screen).
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.
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.
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
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
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:
sure that cell numbers do not get loaded into home or work phones
which can be loaded into dialer campaigns or manually dialed.
the Tab+ numbers can also be automatically or manually dialed, these
must also be managed carefully.
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.
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.
need to frequently check if cell numbers have been ported to land
lines. This will allow these numbers to be called on a dialer.
potential cell numbers can be stored on the Tab+ window.
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.
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 email@example.com for more information.
Their web site is www.id-info.com
Why does Interactive Data feel they have the best solution?
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.
will provide the programming to convert the data base and updates into
a Wireless Block Identifier file, SCCELNU in your data library.
is a new system control file for the cell phone scrubbing application
(Option 17 on the 3rd system control menu). You will set up -
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.
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.
are options to specify what phone codes should be used in the Tab+
when land lines are changed to cell numbers and vice versa.
are options to specify Smart Codes to be applied when numbers on
the account detail screen (home or work) are changed to cells.
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
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.
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.
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 :
the cell phone scrubbing options
in the logic that automatically brings in phone numbers from the
Tab+ to the account detail screen and
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.
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
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.
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.
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.
that the special one-time programs do not apply the Smart Codes set
up on the system control file for the cell scrub.
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+
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
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
this point you have "cleaned up" your account detail screen
and the Tab+ numbers!
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.
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.
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).
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.
will need to keep the cell phone database updated.
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
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
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')
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
the files have been create check that they were correctly copied.
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
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.
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.
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
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.
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.
run option 2, which does something similar for Tab+ numbers. This
should also be run if the cell block data is changed.
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.
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
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.
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
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.
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.
processing changes – We have made the following changes.
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".
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.
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 :
- Cell phones
- No phones (No phones processing type)
- Skips (No phones processing type)
- New business exists
- On payment arrangement
- Paying account
- Worked, no contact
- Dialer hold
- No phones
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.
letters - The system will update the number of letters requested
in the letter codes statistics. This did not happen in the past.
card options - The following changes have been made.
added will have a note code of "cc"
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.
to the account audit
credit card series with open transactions, will be considered a "Payment
arrangement" for the audit screens.
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.
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.
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 :
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
smart codes to make decisions based on zip codes and phone numbers
we have far more zip codes (or partial zip codes) and area / NPX codes,
we need a clever way to define an "area".
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!
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.
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.
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
Here is a sample screen.
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
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.
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
These changes offer great flexibility in the area of compliance. Understand
the features and use them when applicable.
options(Added 08/27/09) - Backing up additional
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
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.
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.
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.
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.
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
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).
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.
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
letters from the Smart Code window
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.
is a powerful option. It is needed for some of you. Use it with care!
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.
The following changes have been made.
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!
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.
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.
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.
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
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
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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
have a product that handles all of the traditional functionality of a
dialer platform (outbound, inbound, messaging and call recording)
product works seamlessly with Intelec
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
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
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.
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
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.
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
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.
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
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!
phone selection rules - You can specify Y for all phones or
X for all but cell phones (Code C in Tab+)
cell phones – When power dialing, you now have the option to
dial cell phone numbers.
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
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
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
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
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
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
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
6. Please make sure that you send an e-mail to firstname.lastname@example.org
indicating that you have updated to the new version. This is very