Add-on and feature changes
How do we add or remove international, roaming, data passes and other add-ons on a line with the terms disclosed and the change written to the line in the BSS?
Make every add-on a one-screen change with its terms on it. Callvu authenticates the customer, prefills the line (the plan, the current features, the device's capability, the account's standing and any restriction), presents the eligible add-ons for the line with their truth-in-billing terms (the charge, the period, the countries or the allowance, the proration, how to remove), takes the choice with the effective date within the rules, captures the acceptance, applies an add-on that is inside the rules by rule and routes a restricted line, a feature that needs a device or a plan change, or a line with a parental or account control to the service desk in the Decision Desk, provisions the feature on the network, and writes the change to the line in the BSS, the system of record, and billing with the confirmation. Live at AT&T.
Live at AT&TSimpleCallvu moves: prefill, write back
Last updated November 7, 2026.
The problem today
The customer added a roaming pass on the phone the night before the flight, and it was provisioned the day after they landed.
Add-ons are small changes with sharp edges: an international pass that must be live before the trip, a data pass that should start now, a premium feature the device cannot use, a removal the customer expects to stop the charge on the day. They are taken in the app, the store and the contact center with different catalogs and different effective dates; the network provisioning lags the billing; the proration surprises. The bill line is the dispute.
The truth-in-billing rules require each charge to be clear and the add-on's terms disclosed before the commitment; the account's controls (a parental control, a purchase block, a business account's permissions) decide who may add what; the device's capability decides whether the feature will work; the network provisioning decides when. All are rules on the line, and the screen is the same whoever asks.
An add-on that is live when promised and on the bill as disclosed is one the customer keeps.
How it runs
From the requestto the system of record.
A customer adds or removes a feature on a line in the app, the web, the store or the contact center, or responds to a travel or usage prompt. Callvu authenticates them and opens the change on the line.
- Customer or authorized user
- Chooses the add-on with its terms and the effective date and accepts on a secure screen.
- Agent
- Sees the same catalog for the line and sends the link for the acceptance.
- Service desk
- Decides restricted lines, capability conflicts and control exceptions in the Decision Desk.
- Callvu
- Authenticates, prefills, presents the eligible add-ons, captures the acceptance, provisions, routes and writes.
Prefill the line
The line's plan and features, the device's capabilities (the bands and the roaming agreements it supports, the technologies for a feature), the account's standing, the controls on the line (an authorized user's permissions, a purchase block, a parental control) and the usage context (a travel prompt, a data threshold) are prefilled from the BSS.
Present and accept
The eligible add-ons for the line are presented with their truth-in-billing terms (the charge, the period or the allowance, the countries for international and roaming, the proration for a mid-cycle start, the auto-renewal where any, and how to remove), the customer chooses with the effective date within the rules (now, a travel date, the next cycle), and the acceptance is captured; a removal shows the date the charge stops.
Decide exceptions
An add-on inside the rules applies by rule; a restricted line (in collections or suspension), a feature the device cannot use or that needs a plan change, a request from a user without the permission, or a feature with a control on it goes to the service desk in the Decision Desk with the line and only the allowed outcomes: apply with the condition, offer the alternative, or refuse with the reason.
Provision and write back
The feature is provisioned on the network for the effective date (with the roaming or international entitlement live before the travel date), the change is written to the line in the BSS, the system of record, and to billing with the proration, and the customer receives the confirmation with the terms and the date the feature starts or stops.
Where it ends: The add-on was chosen with its terms, applied on the date promised with the network provisioned, and the BSS and billing hold the change as disclosed. The Decision Trace shows the eligibility and any decision; the Audit Trace shows the acceptance, the provisioning and the writes 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
The app, the web, the store or the contact center, or a travel or usage prompt; the customer accepts on their secure screen.
The back office
The service desk sees only restricted lines and conflicts; the network and the BSS are written by the process.
The Decision Desk
- A restricted line, a device or plan conflict, a user without permission or a controlled feature goes to the service desk in the Decision Desk with the line and only apply with the condition, offer the alternative, or refuse 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&T Business deployed 84+ processes in 5 weeks, with 34% higher order value.
ATT-05 · Self-asserted · verified 2026-11-05
At AT&T Business, Callvu worked inside the existing contact center platform with no changes to internal processes.
ATT-03 · Customer-attested · verified 2026-11-02
Questions
What buyers ask next,answered plainly.
What does the customer see before adding a feature?
The charge, the period or the allowance, the countries for international and roaming, the proration, any auto-renewal and how to remove it, with the effective date they choose.
Will a travel pass be live for the trip?
Yes. The customer sets the travel date and the network entitlement is provisioned for it, with the confirmation stating when it starts.
Can an authorized user add features?
Only within the permissions the account holder set; a request outside them goes to the service desk.
Related processes
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