i2i Collections
Dunning rules and collection worklists for overdue ISP accounts
At a glance
- Rules by trigger, threshold and an ordered list of actions
- Worklists for barred, overdue and upcoming-renewal accounts
- Exclusions that record why an account was skipped
- Preview a rule before it runs
Overview
i2i Collections is the dunning engine and the Payments & Collections screens of the i2iCore billing stack. An operator writes rules that say when to act on an account, such as service expiry, a payment due date or an overdue invoice, and what to do: send an SMS, WhatsApp message or email, bar or suspend the service, or raise a task.
Around the rules sit the working screens. Overdue accounts appear in worklists for barred, active overdue and upcoming renewal customers, with ageing buckets. Staff record a payment, log a follow-up with notes, and hand field cash over for authorisation. Partners can see the dunning cases raised against their own customers.
What is dunning in ISP billing?
Dunning is the routine of reminding customers to pay and escalating when they do not. In an ISP the routine is tied to service. A prepaid customer's plan is about to expire, or a postpaid invoice has passed its due date, and the operator must remind, restrict or suspend the connection in a sensible order.
A dunning engine automates that order. It watches for trigger events, checks a threshold such as the number of days, and runs a sequence of actions: a reminder message, a task for a caller, a restriction, a suspension. Good engines also let operators exclude some customers, for example those on auto-renewal, and let them see who a rule would affect before it goes live.
Collections is the human side. Staff need a list of overdue accounts by age, a way to record a payment or a promise to pay, and a way to account for cash that field staff have collected. i2i Collections combines the rule engine with those working screens, on the same billing data.
Capabilities
What i2i Collections does
Dunning rules
- Rule with trigger event, threshold and ordered actions
- Triggers for service expiry, payment due and overdue invoices
- Rules by customer type and dunning category
- Enable or disable a rule without deleting it
Actions
- Send SMS or email reminders from notification templates
- WhatsApp and in-app messages as further rule actions
- Apply restriction, suspension or deactivation to the account
- Create telecall, field or device-recovery tasks
- Notify the partner or escalate to a manager
Control and safety
- Barring window limits suspension to allowed days and times
- Exclusions at customer and partner level, with a reason
- Excluded matches are recorded, not silently dropped
- Preview, impact and coverage checks before a rule runs
Cases and partners
- One open case per customer account, with matched rules and actions
- Cases close automatically when the invoices are settled
- Case search and CSV export
- Partner rules, and read-only cases in the partner portal
Payments & Collections screens
- Outstanding worklists: barred, active overdue and upcoming renewal
- Ageing buckets and summary cards
- Collect payment by cash, cheque, online or other, capped at pending
- Payment authorisation with reject and remark
Cash and follow-ups
- Staff cash wallet and a Receive Cash step for authorisation
- Follow-ups assigned to staff, with a notes timeline
- Assignment history on each follow-up
Use cases
Where i2i Collections is used
Reminders before and after the due date
A prepaid ISP sends a reminder when a plan is about to expire and another once it has expired. Customers on auto-renewal are left out of the pre-expiry reminders. Postpaid customers get a message a few days before the due date and again when the invoice is overdue.
Barring inside a safe window
An operator wants to suspend accounts that stay overdue, but not at night or on days when the call centre is closed. The rule carries a barring window with allowed days and times, and the suspension waits until the window opens.
Protecting sensitive accounts
A partner asks that a few of its customers are not chased during a dispute. The operator adds an exclusion at customer or partner level with a reason. The engine still records each excluded match, so the decision can be reviewed later.
Field cash handed to the office
A collector takes cash from a customer and records it. The amount credits a staff cash wallet, and an administrator authorises it through Receive Cash.
FAQ
i2i Collections: frequently asked questions
Can I test a dunning rule before it runs?
Yes. Preview, impact and coverage checks do a dry run that shows which customers a rule would match. This lets you adjust thresholds or add exclusions before the rule sends messages or suspends anyone.
Does it stop reminding customers who are on auto-renewal?
For pre-expiry reminders, yes. Accounts with auto-renewal are excluded from those triggers. You can also add global, per-trigger or per-rule exclusions at customer and partner level, and each excluded match is recorded with its reason.
Can partners have their own dunning rules?
Yes. A rule can target none, all or selected partners, and an organisation-wide rule can be overridden by a partner-specific one. Partners can create rules of their own, and the partner portal shows the dunning cases for their customers in a read-only list.
Are promises to pay tracked?
As follow-ups, yes. A follow-up can be created, assigned to a staff member and annotated with notes, and it keeps an assignment history. Promise-to-pay is not yet an automated trigger, so a broken promise does not start a rule by itself.
Can worklists be filtered by collector?
Yes. Worklists can be filtered by assignee, and each screen opens only for the staff roles that have been granted it. Ask i2iCore about your access model and how collectors are grouped before rollout.
Which teams use these screens?
Operator staff and collectors use the worklists and the collect and follow-up dialogs, administrators authorise payments and cash, and partners see their own cases in the partner portal. Access to each screen follows the staff roles set in the platform.