Temporary suspension and seasonal hold

How do we pause a line for travel, deployment or a lost device with the hold type and its end date written to the BSS, and the line restored on the date?

Make the pause a typed hold with a date on the record. Callvu authenticates the customer, prefills the line (the plan, the device agreement, the features, the account's holds used this year, the eligibility for each hold type), takes the hold type (a voluntary suspension for travel or non-use, a military hold under its own process, a lost or stolen hold through its process, a reduced-rate seasonal hold) and the end date within the policy's limits, shows the terms (the charges during the hold, the installment payments that continue, the effect on the promotions and the commitment, the restoral date), captures the acceptance, applies the hold by rule where it is inside the limits, routes a hold beyond the limits or on a restricted line to the service desk in the Decision Desk, writes the hold and its end date to the BSS, the system of record, and billing, and restores the line on the date or the customer's earlier request with the confirmation.

In scopeSimpleCallvu moves: prefill, decide, write back

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Last updated November 7, 2026.

The problem today

The seasonal hold ended in March, the line restored to a full bill in February, and nobody could say which date had been agreed.

Today, without Callvu

Customers pause lines for good reasons: a long trip, a deployment, a lost phone, a second home closed for the season. Each carrier offers several hold types with different charges, limits and effects, and the agent picks one from memory, sets a date by hand, and the restoral is a note. The line restores early or late, the installment payments stop when they should not, the promotion is lost, and the bill is wrong in the month the customer is away.

A hold is a state with a type, a start, an end and consequences: the charge during the hold, whether the device installments continue (they do), the effect on promotional credits and the commitment term, the limit on the number and the length of holds per year, and the restoral. The BSS holds the state and billing needs the dates. The customer should see the consequences and the end date before they accept, and the restoral should be the date, not a memory.

A hold with its terms accepted and its end date on the record is a line that comes back when the customer does.

How it runs

From the requestto the system of record.

A customer requests a suspension or a seasonal hold in the app, the web, the store or the contact center. Callvu authenticates them and opens the hold on the line.

Customer: Chooses the hold type and the end date, sees the terms and accepts on a secure screen; asks for early restoral if wanted.
Agent: Sees the same hold options and limits and sends the link for the acceptance.
Service desk: Decides holds beyond the limits and restricted lines in the Decision Desk.
Callvu: Prefills, presents the types and terms, captures the acceptance, applies, routes, writes and restores.

Prefill the line and the eligibility
The line's plan, the device installment agreement, the features and the promotions, the account's standing, the holds already used in the year and the policy's limits (the number of holds, the minimum and maximum length, the total days per year) are prefilled from the BSS, and the hold types the line is eligible for are shown with the reasons they apply (travel or non-use, seasonal reduced rate, a lost device routed to its process, a military deployment routed to its process).
Choose, see the terms and accept
The customer picks the hold type and the end date within the limits; the terms are shown (the monthly charge during the hold, the installment payments that continue, the promotional credits paused or lost, the commitment term extended by the hold where the policy provides, the restoral date and the full bill from it), and the acceptance is captured on the secure screen.
Decide
A hold inside the limits applies by rule; a hold beyond the length or the count limit, a line in collections or with a pending port, a line whose promotion would be lost, or a business line under an agreement goes to the service desk in the Decision Desk with the line and only the allowed outcomes: apply as requested with the consequence confirmed, apply within the limit, or refuse with the reason.
Write back and restore
The hold with its type, start, end date and terms is written to the BSS, the system of record, and billing with the reduced charge and the continuing installments, the network state is set, the customer receives the confirmation with the restoral date and how to restore early, and on the end date (or the customer's authenticated early request) the line is restored to its plan with the confirmation and the full bill explained.

Where it ends: The hold was chosen with its terms and its end date on the record, applied by rule inside the limits, and the line was restored on the date without a note or a memory. The Decision Trace shows the eligibility, the terms shown and any decision; the Audit Trace shows the acceptance, the hold, the restoral 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.

Regulations

FCC truth-in-billing (47 CFR 64.2401) and the carrier's hold policy: The charges during a hold and on restoral must be disclosed clearly and billed as disclosed; the carrier's policy sets the hold types, the charges, the length and count limits per year, the effect on promotions and commitments, and the continuing device installment obligation, which the screen shows before acceptance.
Servicemembers Civil Relief Act (50 USC 3956) for deployment holds: A servicemember who receives orders for deployment or a permanent change of station may terminate or, under the carrier's policy, suspend a wireless contract without an early termination fee and with the right to keep the number on return; a deployment hold is routed to the military process with its documentation rules.
Device installment agreement terms (TILA, Reg Z) and the lost or stolen device rules: Installment payments under the agreement continue during a hold because the agreement is a separate credit obligation; a hold for a lost or stolen device follows that process with the device block and the replacement options.

Company policies

A hold has a type, an end date and terms the customer accepted; no open-ended holds.
The consequences (installments continue, promotions, commitment) are shown before acceptance.
Holds beyond the limits are decided by the service desk, never set by hand.
The BSS is the system of record for the hold state and the restoral date; billing follows it.

Controls

Line prefill with limits and eligibility.
Hold type and end date capture within limits.
Terms display and acceptance.
Decision Desk for holds beyond limits and restricted lines.
BSS and billing write with network state.
Scheduled restoral and early restoral on request.

Clocks and deadlines

Hold length: Between the policy's minimum and maximum, with the yearly total enforced.
Restoral: On the end date automatically, or earlier on the customer's authenticated request.
Commitment extension: Where the policy extends the term by the hold's length, recorded with the hold.

Documents and checks

The line and the eligibility
The hold terms as shown and the acceptance
Any decision
The BSS and billing record with the end date
The restoral confirmation

In the Decision Trace

The eligibility and the limits applied.
The terms shown.
Any decision and the person.

In the Audit Trace

The acceptance with time.
The hold applied with time.
The restoral with time.

The handoff

Between the front doorand the back office.

The front door

The app, the web, the store or the contact center; the customer chooses and accepts on their secure screen.

The back office

The service desk decides only holds beyond the limits and restricted lines; the restoral is scheduled, not remembered.

The Decision Desk

A hold beyond the length or count limit, a line in collections or with a pending port, a lost promotion or a business line goes to the service desk in the Decision Desk with the line and only apply with the consequence confirmed, apply within the limit, or refuse with the 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.

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Questions

What buyers ask next,answered plainly.

What does the customer see before pausing a line?

The hold types the line is eligible for, the charge during the hold, that the device installments continue, the effect on promotions and the commitment, and the restoral date, before they accept.

How is the line restored?

Automatically on the end date written to the BSS, or earlier on the customer's authenticated request, with the full bill explained in the confirmation.

Is a deployment handled the same way?

No. A military deployment goes to its own process under the Servicemembers Civil Relief Act with its documentation and fee rules.

Related processes

Military deployment and SCRA requests Lost or stolen device report Add-on and feature changes Disconnect and cancellation Try it in the sandbox All telecom processes

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