The system periodically monitors how much your taxpayers owe to ensure they haven’t violated your overdue rules. When a violation is detected, the system creates an overdue process. The overdue process contains the events meant to prod the taxpayer to pay (e.g., letters, To Do entries, write-off outstanding debt, etc.). This section describes how to manage your overdue debt processing.
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Overdue Processing Background Information
In the section, The Big Picture Of Overdue Processes, we describe how overdue processing works and how to set up the control tables that automate most functions. You will find that many of your questions regarding when and how overdue processes are created and canceled are described in this section.
An overdue process is a series of events (e.g., letters, ToDo entries) meant to encourage an account to pay its delinquent debt. The topics in this section describe the pages on which overdue processes are maintained.
Refer to The Big Picture Of Overdue Processes for background information.
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The Main page contains core overdue process information. Open this page using Compliance, Overdue Process from the main menu.
Description of Page
Refer to How To Perform Common Overdue Process Functions for more instructions describing how to use this page.
Overdue Process displays a concatenation of important information about the process. Overdue Process ID is the system-assigned unique identifier of the process. These values only appear after the overdue process is added to the database.
Summary information may be overridden. Refer to Overdue Process Information Is Overridable for how your implementation can override the summary information that appears throughout the system.
Account ID identifies the overdue process's account.
Multiple overdue processes may be linked to an account. It’s important to be aware that it's possible for multiple, active overdue processes to be linked to an account. The Alert zone will contain a summary of the account's overdue processes.
Status defines the state of the overdue process. The following values may exist:
· Active, Events Pending. Overdue processes are initially created in this state. An overdue process remains in this state until there are no Pending or Waiting events.
· Inactive, Canceled by User. An overdue process will exist in this state when it's been manually canceled by a user. Navigate to the Log tab to see when this happened and who did it.
· Inactive, Canceled by System. An overdue process will exist in this state when it's been canceled by the system (typically because the overdue obligations were satisfied). Navigate to the Log tab to see when this happened.
· Inactive, Completed. An overdue process will exist in this state when the system completes its last event. Navigate to the Log tab to see when this happened.
The Cancel button appears if the overdue process is Active, Events Pending and the process's Overdue Process Template has a Cancel Logic plug-in. Click this button to cancel the process.
The Trigger Events button appears if the overdue process is Active, Events Pending. Click this button to activate all pending events that are ready for activation.
If you can't wait for the Overdue Event Manager to run. The Overdue Event Manager is a background process that activates events on their trigger date. If you don't want to wait for this process to run, you can click the Trigger Events button on the Main tab to activate the process's events (that are ready for activation).
Overdue Process Templatedefines the template that was used to create the overdue process's events. You can override these events on the Events page. This field is unprotected when the process is Active and all events are in either the Pending or Canceled states.
Changing the template. If you change the template, the system will delete the events and replace them with the new template’s events.
Start Date/Time defines the start date/time of the overdue process. This field is protected after the overdue process is saved on the database. This field is used to derive the trigger date of some overdue events when the process is first created. Subsequent changes to the start date change the trigger dates on the events accordingly.
Inactive Date/Time is the date and time that the overdue process became Inactive. This field is hidden if the process is Active. You can see more details about when and how the inactivation occurred by navigating to the Log tab.
Enter any Comments about the overdue process. This field is protected when the overdue process is Inactive.
The Collecting On grid holds the overdue objects. For example, if this process manages overdue bills, the grid contains a list of the bills being collected on by this process. This grid is unprotected when the process is Active. The following points describe the columns that appear in the grid:
· Press the + button to add a new overdue object to the process.
· Press the - button to remove an overdue object from the process.
· The next column contains the unique identifier of the overdue object. For example, if this process manages overdue bills, this column will contain the bill ID. The type of object that's specified in this column is control by the overdue process template.
· Original Amount contains the original amount of the overdue object.
· Unpaid Amount contains the unpaid amount of the overdue object.
The Trees at the bottom of the page show a variety of information about the overdue process including its events. You can click on hyperlinked tree nodes to navigate to the page on which the related object is maintained.
This page contains the activities that are performed to persuade the taxpayer to pay the outstanding debt. Open this page using Compliance, Overdue Process and then navigate to the Events tab.
Description of Page
Refer to How To Perform Common Overdue Process Functions for more instructions describing how to use this page.
Refer to the first tab for a description of Overdue Process and Overdue Process ID.
The Overdue Events scroll contains the process's overdue events. Refer to Overdue Processes Are Created From Templates for information about how the system defaults a process's events from its template.
· Note, all information in the scroll is protected if the event's Status is Complete or Canceled.
· Event Sequence is the unique identifier of the event.
· Status defines the state of the event.
· The Cancel button appears if the event is Pending or Waiting, and the event's Overdue Event Type has a Cancel Logic plug-in. Click this button to cancel the event.
· The Overdue Event Type defines the event’s activity (e.g., Email sent, a ToDo entry is generated, a letter is sent).
· The remaining fields work in unison:
· If Dependent on Other Events is turned on, the event can only be triggered after the events specified in the Event Dependencies grid are all Complete or Canceled. You use the Days After field to define when this event is activated. For example, if you enter 5, this event will be activated 5 days after all of the dependent events are completed / cancelled. If you enter 0, this event will be activated immediately after the dependent events are completed / cancelled. Refer to Calendar vs. Work Days for a descriptions of how days are counted.
If all dependent events are already Completed or Canceled, you cannot specify Days After. Rather, you must enter the desired activation date in the Trigger Date field.
· If Dependent on Other Events is turned off, enter the desired activation date in the Trigger Date field. If this field is off, the Days After field and the Event Dependencies grid are hidden.
If you can't wait for the Overdue Event Manager to run. The Overdue Event Manager is a background process that activates events on their trigger date. If you don't want to wait for this process to run, you can click the Trigger Events button to activate the process's events (that are ready for activation).
This page contains log entries that highlight significant events in the process's life. Open this page using Compliance, Overdue Process and then navigate to the Events tab.
Description of Page
Please note the following about the entries in this grid:
· The system automatically creates log entries when significant events occur. Refer to Overdue Log for more information.
· You can manually add a log entry to an Active process by pressing the + button and enter the Details. You cannot modify or delete this information after saving it.
· The following information appears in the grid:
· Date/Time contains the date and time the log entry was created.
· Details contain the user-specified or system-generated information about the log entry.
· Related Object is populated on log entries that were created to record the creation of some other object. For example, if an overdue event creates a customer contact, the related object contains information about the customer contact. Please note that if the object description is shown in blue, you can click on the object's description to drill down to the object.
· Related Process / Event appears if the log entry was created by an overdue event. It references the unique identifier of the event.
· Log User contains the user who caused the log entry to be created.
· Log Type indicates how the log entry was created. The possible values are:
· User. A user manually created this entry.
· System. This system created this entry.
Use the Collection Case transaction to view and maintain pending or historic collection cases. Navigate using Main Menu, Compliance, Collection Case.
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How To Perform Common Overdue Process Functions
Use the query portal to search for a collection case. Once a request is selected, you are brought to the maintenance portal to view and maintain the selected record.
This portal appears when a collection case has been selected from the Collection Case Query portal.
The topics in this section describe the base-package zones that appear on this portal.
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Collection Case Overdue Processes
This is a standard actions zone.
If the collection case is in a state that has valid next states, buttons to transition to each appropriate next state are displayed.
In addition to possible next states, a collection case would typically include special action buttons. The action buttons would normally launch a BPA script that handles the additional processing required for the action; for instance, navigating to the appropriate page to create a pay plan.
If the collection case is in a final state, the state transition and action buttons are not displayed.
The Collection Case zone contains display-only information about the selected Collection Case.
Please see the zone's help text for information about this zone's fields.
This is a standard log zone.
The Collection Case Overdue Processes zone contains display-only information about the overdue processes linked to the collection case.
The topics in this section describe how to perform common overdue process maintenance functions. Refer to The Big Picture Of Overdue Processes for high-level information about overdue processing.
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How To Create An Overdue Process
How To Cancel An Overdue Process
99.9% of all overdue processes are created by the Overdue Monitor and require no human intervention. The other 0.1% are created by users on-line / real time. The following points describe how to create the 0.1%.
· Use Control Central to choose the account that requires a new overdue process.
· After the account is populated on Control Central, choose the Overdue Process + option on the account context menu to transfer to the overdue process transaction in add mode for the account.
· After the Overdue Process - Main page appears, specify the appropriate Overdue Process Template. The template is used to default the process's events (the template also controls numerous business rules, for example, when it will be canceled, how it will be canceled, etc). Refer to How To Change Overdue Events for a description of how you can override these events.
· Enter the overdue object(s) in the Collecting On grid. You must define at least one object.
· Save the overdue process.
When an overdue process is first created, it has one or more overdue events. The events are the activities that will be performed to persuade the taxpayer to pay the outstanding debt.
The number and type of events that are created when an overdue process is initiated are defined on the overdue process’s overdue process template. The following points describe how to add / change / delete events on an overdue process if the defaulted events are not satisfactory.
· Use Control Central to choose the account with the overdue process whose events need to be changed.
· After the account is populated on Control Central, choose the Overdue Process option on the account context menu to transfer to the overdue process transaction in update mode for the account. Note that an account's Active overdue processes can be selected from the Alert zone.
· To add a new event, transfer to the Overdue Process - Events tab and press the + button in the Overdue Events scroll. At this point, the event has not been added to the database; rather, it just exists in memory. Before you add the event to the database, you must specify the following information:
· Choose an Event Sequence so that the new event will be positioned properly in respect of the other events.
· Choose a Status of Pending.
· Choose the desired Overdue Event Type.
· If the activation of the new event is dependent on the successful completion of earlier events, turn on Dep on Other Event and then:
· specify the sequences of the dependent events in Event Dependencies and
· specify the how many days after the completion of the last dependent event that the new event should be triggered.
· If the activation of the new event is NOT dependent on the successful completion of earlier events, turn off Dep on Other Event and use Trigger Date to define the date on which the event should be activated (i.e., completed).
· To delete an existing event, click on the event in the tree on Overdue Process - Main. This will transfer you to the Events tab where you can click the - button to remove the event. At this point, the event has not been removed from the database; rather, it’s been removed in memory.
· To change an existing event, click on the event in the tree on Overdue Process - Main. This will transfer you to the Events tab where you can make the desired changes.
· After all desired changes have been made, save the overdue process.
The system will cancel an overdue process when the cancel criteria defined on the overdue process are satisfied. The following points describe how to manually cancel an overdue process.
· Use Control Central to choose the account with the overdue process to be cancelled.
· After the account is populated on Control Central, choose the Overdue Process option on the account context menu to transfer to the overdue process transaction in update mode for the account. A list of all overdue processes associated with the account appears. If only one overdue process exists, it is automatically selected for you. Note, an account's Active overdue processes can be selected from the Alert zone.
· On the Main tab, click Cancel and answer any prompts.
The Collection Referrals page contains information about an account’s debt that has been referred to a collection agency.
Refer to Collection Agency Referrals for more information about how the system creates and maintains collection agency referrals as part of overdue processing. In theory, you need only access this page if you need to override the automated processing.
Open Compliance, Collection Agency Referral to maintain this information.
Description of Page
The Agency Referrals scroll contains one entry for every collection agency referral associated with the account. The following information is defined for each referral.
Use Collection Agency to define the agency to which the referral is being sent.
Start Date is the date on which the referral was initially created.
Referral Status defines if the referral is Active or Closed.
Use Comments to describe anything unusual about the referral.
The grid contains the history of interactions with the collection agency. Each time an account’s debt is referred to a collection agency, the system creates a referral history record.
You can communicate changes about the referral by inserting a new row in the collection. For example,
· If you need to change the referral amount, insert a row and indicate the Creation Date and a Referral History Reason of Change Referral.
· If you need to cancel the referral, insert a row and indicate a Referral History Reason of Referral Cancellation.
· If the customer pays, insert a row and indicate a Referral History Reason of Referral Paid.
· If you need to add a new referral, insert a row and indicate a Referral History Reason of Initial Referral.
Collection agency referral records are interfaced to the respective collection agency using the batch process defined on the collection agency control record (refer to Setting Up Collection Agencies). The Batch Control process and the respective Batch Number in which the records were interfaced to the collection agency are displayed adjacent to the referral history reason.
The System Generated switch is on for those collection agency referrals created by other system events. Refer to Collection Agency Referrals for more information.