Reconnection after payment
How do we reconnect service once a payment or an arrangement clears, with the fees applied by tariff and the field order issued within the required time?
Make the reconnection a consequence of the payment, with the clock from the rules. When a disconnected customer pays or accepts an arrangement, Callvu identifies them and prefills the account (the disconnection and its reason, the amount required for reconnection under the tariff, the reconnection charge and any deposit the rules allow, the meter type and whether a remote reconnection is possible), classifies the reconnection conditions (the amount paid against the required amount, an arrangement accepted, a protection, a safety condition at the premise), decides by rule where the conditions are met, routes a shortfall or a safety or access question to the credit desk or field in the Decision Desk, issues the remote reconnection or the field order within the rules' time with the customer's access window, and writes the charges, the deposit and the reconnection to the billing system and the CIS with the customer told the time.
In scopeComplex: multi-party handoffsCallvu moves: classify, decide, write back
Last updated November 7, 2026.
The problem today
The customer paid at noon, the field order was created the next morning, and the rules' same-day reconnection became a two-day outage.
Reconnection is where the customer's patience is shortest and the rules are clearest: once the customer has paid what is required (or entered the arrangement), the utility must reconnect within a set time, often the same day or the next business day, with the reconnection charge the tariff allows and no more. When the reconnection depends on a person noticing the payment and creating an order, the clock is missed.
The tariff sets the amount required (the arrears or the arrangement's down payment, the reconnection charge, a deposit where the rules allow one after disconnection), and the commission sets the reconnection time by meter type (remote reconnection within hours, a field visit within a day) and the customer's duty to provide access. The payment is the trigger; the computation is the tariff's; the order is a rule.
The reconnection clock starts at the payment, and the process should hear the payment.
How it runs
From the requestto the system of record.
A payment posts or an arrangement is accepted on a disconnected account (through the payment or arrangement processes), or the customer requests reconnection. Callvu opens the reconnection on the account.
- Customer
- Pays or arranges, confirms access to the premise and the safety conditions, and is told the reconnection time.
- Credit and collections desk
- Decides shortfalls and deposit questions in the Decision Desk.
- Field operations
- Performs the field reconnection within the time, or the remote reconnection runs.
- Callvu
- Prefills, classifies the conditions, decides by rule, issues the order, routes and writes.
Prefill and classify
The disconnection record (the date, the reason, the balance at disconnection), the amount required for reconnection under the tariff (the arrears or the arrangement down payment, the reconnection charge by meter type and time of day, a deposit where the rules allow one after a disconnection for nonpayment), the payment or arrangement just made, the meter type (remote-capable or not), the premise's safety conditions and the customer's protections are prefilled; the conditions are classified: amount met or short, arrangement accepted, access needed, a safety inspection required (gas), a protection that changes the deposit.
Decide
Conditions met release the reconnection by rule; a shortfall against the required amount, a deposit the customer disputes or cannot pay, a premise with a safety condition (a gas reconnection needing an inside inspection, a tampering finding, a hazard) or a customer who cannot provide access goes to the credit and collections desk or field in the Decision Desk with the account and only the allowed outcomes (reconnect, reconnect with the deposit in installments, require the inspection, or hold with the reason).
Issue the reconnection
A remote-capable meter is reconnected within the rules' time for remote reconnection with the customer told the moment; a field order is issued to the field system with the priority the rules' time requires (same day where the payment is made before the cutoff, otherwise the next business day), the customer confirms the access window and the safety conditions on a secure screen, and the technician's arrival is tracked.
Write back
The reconnection charge, the deposit and its terms, the reconnection date and time and the technician's completion are written to the billing system and the CIS, the collections state is cleared or set to the arrangement, the customer receives the confirmation, and a reconnection outside the rules' time is logged for the service quality reporting.
Where it ends: The reconnection followed the payment by rule, with the tariff's charges and the rules' time, the customer told the moment or the window, and the billing system holds the charges and the reconnection. The Decision Trace shows the conditions and any decision; the Audit Trace shows the payment, the order and the completion 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 payment or arrangement in any channel; the customer confirms access and safety on a secure screen and sees the time.
The back office
The credit desk decides only shortfalls and deposits; field receives prioritized orders; nobody creates them by hand.
The Decision Desk
- A shortfall, a disputed deposit, a safety condition or an access problem goes to the credit and collections desk or field in the Decision Desk with the account and only reconnect, reconnect with the deposit in installments, require the inspection, or hold 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
PSEG Long Island runs start, stop and move service on Callvu, live in 4 weeks.
Across Callvu customers
Questions
What buyers ask next,answered plainly.
What must the customer pay to be reconnected?
The tariff's required amount: the arrears or the arrangement's down payment, the reconnection charge by meter type and time, and a deposit where the rules allow one, with the installment option; all computed and shown.
How fast is service restored?
Within the rules' period from the conditions being met: the same day for a remote-capable meter or a payment before the cutoff, otherwise the next business day, with the order prioritized accordingly.
Why might a reconnection be held?
A shortfall, a disputed deposit, a safety condition such as a gas inside inspection, or no access; the credit desk or field decides with the reason.
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