Seasonal service suspension and restoration
How do we take a seasonal property owner's suspension and restoration dates, check them against the tariff, and schedule both in CIS?
Take both dates in one request and schedule them against the tariff. Callvu identifies the customer and prefills the account from CIS (the premise, the services, the seasonal rate or status on file, the prior years' suspension dates, the balance), takes the suspension and the restoration dates on a secure screen, checks them against the tariff's seasonal rules (the minimum suspension period, the notice, the fees the tariff allows, the minimum or customer charges that continue, the freeze protection or the gas safety requirements for a vacant premise), explains what will be billed while suspended, routes a request outside the tariff or a premise with a safety condition to the service desk in the Decision Desk, and writes the suspension and the restoration orders to CIS and the billing system with the field visits scheduled where the meter must be turned off and on.
In scopeSimpleCallvu moves: prefill, decide, write back
Last updated November 7, 2026.
The problem today
The cottage was shut off in October and nobody scheduled the turn-on, so the owner arrived in May to a cold house and a week's wait.
Seasonal customers ask the utility for two things a year, and the second is forgotten. The suspension is taken by phone; the restoration is a note the customer assumes will happen. The tariff's minimum period, the fees and the charges that continue during suspension are explained differently by every agent; a gas premise left vacant needs a safety check on restoration that was never scheduled.
The tariff sets the seasonal service rules: who qualifies, the minimum suspension period, the notice for each date, the turn-off and turn-on charges, the customer or minimum charges that continue, the freeze protection or the safety inspection on restoration. CIS can hold both orders from one request, and the field calendar can be booked for both dates at once.
Two dates in one request are a customer who comes back to a warm house.
How it runs
From the requestto the system of record.
A seasonal or vacation property owner requests a suspension (and the restoration) online, in the app, from the Visual IVR or with an agent. Callvu identifies them and prefills the account.
- Customer
- Enters the suspension and the restoration dates and the access details, sees the charges and confirms on a secure screen.
- Service desk
- Decides requests outside the tariff and premises with safety conditions in the Decision Desk.
- Field crew
- Turns the service off and on and performs the safety check on restoration.
- Callvu
- Prefills, checks the tariff, explains, routes and writes.
Prefill
The account is prefilled from CIS: the premise and the services (electric, gas, water), the seasonal status or rate on file, the prior years' dates, the balance and any arrangement, the meter type (remote disconnect or a field visit), and the access details for the premise.
Capture and check the dates
The customer enters the suspension date and the restoration date (or the restoration is left open with a reminder date); both are checked against the tariff's seasonal rules: the minimum suspension period, the notice for each date, the field calendar where a visit is needed, and the gas or water safety requirements for a vacant premise and the relight or inspection on restoration; the charges while suspended (the customer or minimum charges, the turn-off and turn-on fees) are shown before the customer confirms.
Decide
A request inside the tariff proceeds by rule; a request outside it (a suspension shorter than the minimum, a premise not eligible for seasonal status, a balance that the tariff requires settled, a gas premise with a prior safety condition, a restoration date inside the notice) goes to the service desk in the Decision Desk with the request and only the allowed outcomes (schedule, schedule with conditions, or decline with the reason and the alternative).
Write back
The suspension order and the restoration order are written to CIS and the billing system with the charges that continue, the field visits are booked for both dates where the meter must be turned off and on (with the safety check on restoration), the customer receives the confirmation with both dates and the charges, and a reminder goes out before the restoration date to confirm access.
Where it ends: Both dates were taken once, checked against the tariff, explained and scheduled in CIS with the field visits booked, so the restoration happens on the day the customer chose. The Decision Trace shows the tariff checks and any decision; the Audit Trace shows the entries, the orders and the field bookings 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 website, the app, the Visual IVR's link or an agent's link.
The back office
The service desk decides only requests outside the tariff; the field calendar is booked by the process.
The Decision Desk
- A suspension shorter than the minimum, an ineligible premise, a balance the tariff requires settled, a gas premise with a prior safety condition, or a date inside the notice goes to the service desk in the Decision Desk with the request and only schedule, schedule with conditions, or decline 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 is billed while the service is suspended?
The customer or minimum charges and any turn-off and turn-on fees the tariff allows, shown to the customer before they confirm.
Is the restoration scheduled at the same time?
Yes. Both orders are written to CIS from one request, the field visit is booked for the restoration date, and a reminder goes out before it to confirm access.
Why does a gas restoration need a visit?
The pipeline safety rules require a leak test and the relight of appliances by a qualified person when a gas service is restored after being off.
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