Payment arrangements

How do we offer a payment arrangement within policy, have the customer confirm it, and write it to billing and collections in one flow?

Compute the arrangement from the account and make the confirmation a screen. Callvu prefills the past-due balance, the current charges, the due dates, the suspension status and the arrangement history from the billing system, computes the arrangements the policy allows for this account (the installment dates and amounts, the maximum term, the minimum first payment, the fee if any), presents them to the customer with the terms (what happens on a missed installment, the suspension hold while the arrangement is kept), captures the confirmation, routes an arrangement outside policy to the collections desk in the Decision Desk, and writes the arrangement to the billing system and the collections system together so the dunning stops and the installments are tracked. Live at AT&T.

Live at AT&TSimpleCallvu moves: prefill, decide, write back

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Last updated November 7, 2026.

The problem today

The agent promised an arrangement collections never heard about, and the line was suspended on the first installment date.

Today, without Callvu

A customer who cannot pay the whole balance calls. The agent agrees to split it, notes it, and the billing system keeps dunning because the arrangement lives in a note. Or the agent offers terms outside policy to end the call, and the customer's second installment bounces into a suspension the arrangement was meant to prevent.

The policy defines the arrangements: who is eligible (the balance, the delinquency, the history of kept arrangements), the term, the first payment, the installment dates relative to the bill cycle, and the consequence of a miss. The billing system must hold the schedule and the collections system must hold the hold. One confirmation by the customer, on a screen that states the terms, makes both true at once.

An arrangement the customer confirms is one collections can respect.

How it runs

From the requestto the system of record.

A customer asks for time to pay, or the pre-suspension outreach offers it. Callvu prefills the account and opens the arrangement.

Customer: Chooses an arrangement, reads the terms and confirms on a screen.
Agent: Offers it on a call and sees the same options.
Collections desk: Decides arrangements outside policy in the Decision Desk.
Callvu: Prefills, computes, presents, captures the confirmation, routes and writes.

Prefill
The past-due and current balances, the due dates, the suspension or dunning status, the arrangement history and the account's eligibility factors are prefilled from the billing system and the collections system.
Compute and present
The arrangements the policy allows for this account are computed (the number of installments, the dates aligned to the bill cycle, the amounts, the minimum first payment, any fee) and presented with the terms in plain words: the dunning stops while the arrangement is kept, a missed installment ends it and resumes the suspension path, how to pay each installment.
Decide
An arrangement inside policy is confirmed by the customer on the screen; a request outside policy (a longer term, a smaller first payment, a repeat arrangement after a broken one) goes to the collections desk in the Decision Desk with the account and only the allowed outcomes (approve, approve modified, decline with the reason).
Write back
The arrangement is written to the billing system (the schedule) and the collections system (the hold and the promise) in one transaction, the first installment is taken or scheduled through the payment process, the confirmation with the dates goes to the customer, and a missed installment triggers the policy's follow-up automatically.

Where it ends: The customer confirmed an arrangement the policy allows, and the billing system and the collections system hold it together so the dunning stops and the installments are tracked. The Decision Trace shows the eligibility, the options computed and any decision; the Audit Trace shows the confirmation and the writes.

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.

Regulations

State PUC disconnection and payment arrangement rules: Many state public utility commissions require regulated carriers to offer deferred payment arrangements before disconnecting local service, set minimum terms and notice periods, and require the arrangement terms to be given to the customer in writing; the policy's arrangements encode the state's minimums for regulated lines.
FCC truth-in-billing rules (47 CFR 64.2401): The arrangement's installments and any fee appear on the bill as clearly described charges, and the bill must not mislead about the amount due while the arrangement runs.
FDCPA where agencies collect and Regulation F (12 CFR 1006): Once an account is placed with a collection agency, the arrangement is communicated to the agency so collection communications reflect it; the carrier's own first-party collections follow its policy and state law.

Company policies

Arrangements are computed from the policy and the account; agents do not invent terms.
The customer confirms the terms on a screen before the arrangement exists.
Exceptions are the collections desk's in the Decision Desk.
The billing system and the collections system are written together, as one system of record for the schedule and the hold.

Controls

Prefill from billing and collections.
Policy-based arrangement computation.
Plain-terms presentation and confirmation.
Decision Desk for exceptions.
Joint write to billing and collections.
Missed installment follow-up.

Clocks and deadlines

Installments: Each date on the schedule, aligned to the bill cycle, tracked in billing.
Dunning hold: From confirmation until the arrangement completes or breaks.

Documents and checks

The account as prefilled
The arrangements computed and the terms
The confirmation
The billing and collections writes

In the Decision Trace

The eligibility and the options.
Any decision and the person.

In the Audit Trace

The confirmation with time.
The writes to both systems.

The handoff

Between the front doorand the back office.

The front door

A call with a link, the app, the pre-suspension notice's link or an AI assistant.

The back office

Collections respects the hold from the write; the desk decides only exceptions.

The Decision Desk

A request outside policy goes to the collections desk in the Decision Desk with the account and only approve, approve modified, 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 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 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 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.

Who sets the arrangement terms?

The policy, computed from the account's balance, delinquency and history; the customer chooses among the allowed options and confirms on a screen.

Does collections know about it?

Yes. The arrangement is written to the billing system and the collections system in one transaction, so the dunning stops while it is kept.

What happens if an installment is missed?

The arrangement ends, the suspension path resumes under the policy and the state's notice rules, and the customer is told.

Related processes

Payments during agent calls Pre-suspension notice and outreach Collections and restoral Autopay enrollment and change Try it in the sandbox All telecom processes

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