Outage credit request
How do we give customers affected by an outage the credit the rules require automatically, and route only the exceptions to a reviewer?
Compute the credit from the outage record, not from the call. When an outage is recorded (from the network's outage management or a confirmed repair ticket), Callvu classifies each affected account (the services affected, the outage's start and restoration times, the state's outage credit rules and the carrier's policy for that service, the customer's plan and daily rate, any prior credit for the same event), computes the credit by rule, applies it to the bill with a line the customer can read, lets a customer who believes they were affected but is not on the list request the credit on their phone with the dates, routes a request outside the rule (an outage not recorded, a longer duration claimed, an amount above the authority) to the billing reviewer in the Decision Desk, and writes the credit and the reason to the billing system, the system of record, with the regulator's reporting fed from it.
In scopeSimpleCallvu moves: classify, decide, write back
Last updated November 7, 2026.
The problem today
Half the affected customers got a credit because they called; the other half got the same outage and nothing.
An outage affects thousands of customers for the same hours. The credit depends on who calls, which agent they get and how long they argue. The customers who did not call pay for service they did not have; the ones who did get inconsistent amounts; the regulator's outage report and the credits paid do not match. The call volume after an outage is mostly customers asking for what the rule already owes them.
The credit is a computation: the outage's start and restoration from the network record, the accounts and services affected, the state's rule (many require a credit for an outage longer than a set number of hours, pro-rated by the day) and the carrier's policy for the service, the plan's daily rate. Applying it by rule to every affected account is fairer and cheaper than taking the calls, and the customer who was affected but not on the list should be able to say so from their phone.
The credit the rule owes should arrive before the customer asks.
How it runs
From the requestto the system of record.
An outage is recorded with its affected accounts and times, or a customer requests an outage credit in any channel. Callvu opens the credit run or the request.
- Customer
- Receives the credit on the bill, or requests one on their phone with the dates and the services affected.
- Billing reviewer
- Decides requests outside the rule in the Decision Desk.
- Network operations
- Supplies the outage record with the affected accounts and the times.
- Callvu
- Classifies the accounts, computes, applies, takes requests, routes and writes.
Classify the affected accounts
From the outage record, each affected account is classified: the services affected (voice, broadband, video), the outage's start and restoration times for that account, the state's outage credit rule for the service and the carrier's policy, the plan and its daily rate, the cause category (where the rule excludes customer-caused or force majeure events), and any credit already applied for the same event.
Decide by rule and apply
The credit is computed by rule (the eligible hours or days against the threshold, the daily rate, the services) and applied to the account with a bill line that names the outage and the period; an account where the rule gives no credit (below the threshold, an excluded cause) is recorded with the reason so an agent can explain it.
Take requests
A customer who believes they were affected but is not on the list, or who disputes the duration, requests the credit on their phone with the dates, the services and what they experienced; the request is matched against the outage records and the repair tickets at the address, and a match applies the credit by rule.
Route exceptions and write back
A request with no matching outage or ticket, a duration longer than the record, or an amount above the rule's authority goes to the billing reviewer in the Decision Desk with the records and only the allowed outcomes (apply the rule's credit, apply a goodwill credit within authority with the reason, or decline with the reason); every credit and decision is written to the billing system, the system of record, and the outage's credit totals feed the regulator's reporting.
Where it ends: Every affected account got the credit the rule owes without a call, the customers not on the list could ask from their phone and be matched, and the reviewer decided only the exceptions, with the billing system holding every credit and reason for the regulator's report. The Decision Trace shows the classification, the computation and any decision; the Audit Trace shows the run, each request and each credit 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 bill line for affected customers; a request on the phone for anyone else, in any channel.
The back office
The billing reviewer decides only exceptions; the contact center explains credits it did not have to compute.
The Decision Desk
- A request with no matching outage, a disputed duration or an amount above the rule's authority goes to the billing reviewer in the Decision Desk with the records and only apply the rule's credit, goodwill within authority with reason, or decline with reason.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
More than 1,000 processes are live across Callvu customers.
Across Callvu customers
AT&T runs close to 100 processes on Callvu, used by 55,000 agents.
Questions
What buyers ask next,answered plainly.
Does the customer have to ask?
No. Affected accounts from the outage record get the credit by rule on the bill with a line naming the outage; a customer not on the list can request on their phone and is matched against the records.
How is the amount set?
By the state's rule for the service and the carrier's policy: the outage's hours or days against the threshold, pro-rated to the plan's daily rate, per account.
When does a person decide?
Only for a request with no matching outage, a disputed duration or an amount above the rule, within authority and with a reason on the record.
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