Collections and restoral
How do we collect on a suspended or past-due account with the required disclosures shown and recorded first, the payment or arrangement captured, and service restored in the BSS?
Run collections as a disclosed conversation that ends in a restoral. When a past-due customer contacts the carrier or is reached, Callvu prefills the account (the balance, the aging, the suspension status, the arrangement history, whether the account is with an agency), shows and records the disclosures the state's rules and the collection laws require before any collection talk (the amount, the itemization, the rights, the arrangement options, the restoral terms), captures the payment on a secure screen or the arrangement by confirmation, routes a request outside policy to the collections desk in the Decision Desk, writes the payment or the arrangement to the billing system and the collections system, and restores the service in the BSS, the system of record, with the restoral fee applied or waived by rule. Live at AT&T.
Live at AT&TComplex: multi-party handoffsCallvu moves: prefill, chase and verify, decide, write back
Last updated November 7, 2026.
The problem today
The customer paid at eleven at night, the restoral order was keyed the next afternoon, and the complaint cited the state's restoral rule.
A suspended customer wants service back. The collections agent takes a payment, reads a script that may or may not include the disclosures the state requires, and raises a restoral ticket that waits for a provisioning queue. The customer, who paid, is still suspended, and the state's rule says service must be restored within a set period after payment.
Collections on a regulated account has a sequence the law sets: the notice before suspension, the disclosures at contact (the amount and its itemization, the right to dispute, the arrangement options, where the account is with an agency the validation rights), the payment or the arrangement, and the restoral within the period with the fee the tariff allows. The BSS, not a ticket, is where the restoral happens, and the payment should trigger it.
Collections that discloses first and restores automatically is collections the regulator does not hear about.
How it runs
From the requestto the system of record.
A past-due or suspended customer contacts the carrier (a call, the app, a link in the notice) or is reached by the outreach. Callvu prefills the account and opens the collections contact.
- Customer
- Sees the disclosures, pays on a secure screen or confirms an arrangement, and gets service back.
- Collections agent
- Works from the same screen with the disclosures recorded before the conversation.
- Collections desk
- Decides requests outside policy in the Decision Desk.
- Callvu
- Prefills, discloses and records, captures, routes, writes and restores.
Prefill
The balance with its itemization, the aging, the suspension status and date, the notices sent, the arrangement history, the restoral fee under the tariff and whether the account has been placed with a collection agency are prefilled from the billing system and the collections system.
Disclose and record
The disclosures required for this account are shown to the customer on the screen (or read and confirmed on the call) before any collection conversation: the amount due and its itemization, the right to dispute and how, the arrangement options the policy allows, the restoral terms and fee, and for an account with an agency the validation rights; the disclosure and the customer's acknowledgment are recorded with time.
Chase and verify the payment or the arrangement
The customer pays on a secure screen (through the payment process, with the card data away from the agent) or chooses and confirms an arrangement (through the arrangement process); a declined payment is chased with an alternative on the same contact; a request outside policy (a partial payment for restoral, a waived fee, a repeat arrangement) goes to the collections desk in the Decision Desk with the account and only the allowed outcomes (accept, accept with conditions, decline with the reason).
Write back and restore
The payment or the arrangement is written to the billing system and the collections system, the restoral order is written to the BSS automatically when the policy's condition is met, the restoral fee is applied or waived by rule, the service is restored within the state's period, and the customer receives the confirmation with the restoral time; an agency placement is recalled where the account is settled.
Where it ends: The customer was given the required disclosures before anything else, paid or arranged on a screen, and the service was restored in the BSS from the payment within the state's period, with the record showing the disclosure, the acknowledgment and the restoral. The Decision Trace shows the disclosures, the policy applied and any decision; the Audit Trace shows the contact, the payment or arrangement, the writes and the restoral with time.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
A call, the app, or the link in the suspension notice; the customer sees the disclosures and pays on their phone.
The back office
The collections desk decides only exceptions; the BSS restores from the payment.
The Decision Desk
- A partial payment for restoral, a fee waiver or a repeat arrangement goes to the collections desk in the Decision Desk with the account and only accept, accept with conditions, or decline with the reason.
Proof
Live at AT&T.Published results only.
Each result is a published claim, with its code on agents.callvu.com, where its status, source and last verified date are kept.
AT&T runs close to 100 processes on Callvu, including transfers of billing responsibility, port-outs, line separations, SIM changes, activations, payment arrangements, billing, prepaid and top-ups, collections, account takeover reports, authorized user changes, device financing agreements and business account onboarding.
TEL-02 · Self-asserted · verified 2026-11-05
At AT&T, Callvu cut payment abandonment from 40% to 8% and handle time by 23%, and put 12 workflows live in 6 weeks.
ATT-06 · Self-asserted · verified 2026-11-05
AT&T Business deployed a secure payment workflow to 55,000 agents in 5 weeks.
ATT-02 · Customer-attested · verified 2026-11-02
Questions
What buyers ask next,answered plainly.
What is disclosed before the collection conversation?
The amount and its itemization, the right to dispute and how, the arrangement options, the restoral terms and fee, and where an agency holds the account the validation rights; shown, acknowledged and recorded before anything else.
When is service restored?
The restoral order is written to the BSS automatically when the payment or the arrangement meets the policy's condition, within the state's period, with the fee applied or waived by rule.
What if the account is with a collection agency?
The payment or arrangement is communicated to the agency so its communications stop or change, and the account is recalled where it is settled.
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