Billing & CRM Integration · NISC iVUE

Your Member Record, Beside Every Call

Connect NISC iVUE once and the account behind a phone number shows up wherever your team needs it: on the scored call, on the customer’s journey, in the churn queue, in a drafted email reply, and on a live call answered by the AI voice agent, which can verify the caller and file a trouble ticket on their own service.

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Surfaces: Seven places in the product
Data freshness: Live from iVUE, on demand
Credentials: Google Secret Manager
Voice agent: Verify, look up, file tickets

The customer experience

What Happens When a Member Calls

The call is where it starts. Because the agent can see the member’s iVUE account, it can bring up what matters before the member has to ask, and what happens on the call is added to the member’s record for whoever handles the next one.

01 · The member calls in
Recognised, not interrogated
The AI voice agent answers and matches the number to a member in iVUE. It knows they have called before and how recently, and nothing about their account until they verify, because a phone number alone proves nothing.
No hold queue, and the agent knows they have called before.
02 · Verified, and proactive
It raises what it already knows
The agent checks the caller’s details against iVUE. Once they pass, it brings up what is still outstanding without being asked: an open ticket, a commitment someone made, an earlier escalation, a topic they keep calling about. If they ask for something this call cannot do, such as their balance, it says so before asking them for anything.
The caller hears about their open ticket before they ask.
03 · Resolved or handed over
Filed on the call, or passed on with context
For a fault, the agent files a trouble ticket on the member’s own service. If a ticket is already open for it, the agent comments on that one instead. When a person is needed, a warm transfer gives them a spoken summary before the caller is put through, and the account and caller history are on their screen.
Faults are logged on the first call, and transfers start where the agent left off.
04 · On the customer journey
The next call starts informed
The call is recorded, scored and placed on the member’s Customer Journey beside their services and connect and disconnect dates. Its Account Info tab shows the live iVUE account. Repeat contacts and churn signals, weighted by monthly charges, feed the retention queue.
Whoever takes the next call, AI or person, picks up where this one ended.

For your members

Faster answers, at any hour, from an agent that already knows their account, and nobody asking them to explain the problem a second time.

For your team

The account beside the call instead of in another window. They spend the call fixing the problem instead of searching iVUE for it.

For the co-op or provider

Retention work ranked by revenue, routine faults filed without a person in the loop, and every AI-handled call recorded and scored like any other.

How your team uses it

How Your Team Uses iVUE Data in Call Coach IQ

Nobody on your team has to open iVUE in a second window to find out who they are talking about. Here is what that looks like in each role’s day.

Customer service rep

Following up on a call with the account in view

Call Analytics → a call → Account Info tab

1Open the call from Call Analytics. The Account Info tab shows the member’s iVUE account as it stands today, not as it was on the day of the call.
2Check status, tenure, monthly charges, open tickets and every active agreement without leaving the call.
3Copy the agreement or account number with one click and paste it into iVUE to make the change, so a mistyped number cannot change the wrong service.

Support or retention rep

Calling a member back without asking them to repeat themselves

Customer Journey

1Search the member’s phone number. Every call appears on one timeline beside their services and the dates they connected or disconnected.
2Read the summary and satisfaction score of each earlier call, and spot a run of repeat calls about the same problem.
3Check Upcoming Commitments for anything promised on an earlier call. Each row carries the member’s customer and account numbers.

Retention manager

Deciding who to save first

Churn Risk Insights → Customer Journey retention queue

1Churn Risk Insights splits at-risk calls by service line and by tenure from iVUE. A complaint spike on one line is an operations problem, and a member leaving in their first 90 days is an onboarding problem.
2Revenue at risk is the total monthly charges of flagged members, taken from iVUE.
3Work the retention queue by urgency and value, and open the flagged call to hear the reason before you ring.

Billing specialist

Answering a billing email

Email Assistant

1An incoming email is matched to the member’s iVUE record by sender address, then by name.
2The drafted reply starts from their real account rather than a template.
3Review it, edit it and send it. Nothing goes out without a person approving it.

Supervisor

Watching the AI agent work, live

Live IQ and AI Calls

1Live IQ shows every call the AI is on right now, with the transcript next to each iVUE lookup and ticket it made.
2The waiting queue shows callers the agent is handing over, each with a summary. Accept the handoff, or pick up the call from the AI at any point.
3Afterwards, review the call in AI Calls. It is scored against your rubric like any other call.

Company admin

Setting the rules the AI agent follows

Integrations → NISC iVUE

1Connect iVUE and confirm the health check. The diagnostics panel replays a lookup when a member does not match as you expected.
2For trouble tickets, choose the report codes the agent may use and write how callers describe each one, then map service types.
3Set the limits: who must be verified, what happens to a duplicate ticket, and how many tickets may be filed per call and per day.

In the platform

Where Member Data Shows Up

NISC started as the grounding for AI email replies. It now feeds every part of the platform that is about a customer rather than a call, and each one reads only what it needs.

Call detail: the Account Info tab

Admins, managers and agents

Open any scored call and the caller’s iVUE account sits on the tab beside it. The data is fetched live, so a three-week-old call shows whether the ticket is still open today and whether the member has since disconnected.

Account status, member-since date and tenure cohort
Total monthly charges, open-ticket count and SmartHub Wi-Fi licensing
Service lines and every active agreement, with disconnected agreements beneath
Customer, account and agreement numbers, each with a copy button for pasting into iVUE

Customer Journey

Every role with access to the customer

A customer’s calls on one timeline, set against their service portfolio. Connects and disconnects are taken from the iVUE agreement history, so a downgrade or cancellation sits on the timeline next to the calls that came before it.

Current service portfolio from iVUE agreements
Connect and disconnect events placed on the call timeline
Repeat-contact patterns, where several calls about one thing point to an unresolved problem

About this feature

Churn Risk

Managers and admins

Churn signals from your calls, weighted by what the account is worth. Monthly charges come from iVUE, so the retention queue starts with the members who carry the most revenue, grouped by churn segment.

Revenue at risk, from each flagged caller’s total monthly charges
A retention queue grouped by churn segment
Bulk lookups return counts only, never ticket bodies or contact details

About this feature

Email Assistant

Billing and support teams

When a member emails about a bill, the sender is matched to their iVUE record before a reply is drafted, so the draft starts from their real account instead of a generic template.

Matches the sender by email address, then by name
Account context goes into the draft; a person reviews it before it is sent

About this feature

Upcoming Commitments and Sales Follow-Ups

Agents and their managers

Promises made on calls, like a callback or a quote, become tracked follow-ups, and each row is labelled with the member’s iVUE customer and account numbers so nobody has to search for them.

Customer and account numbers on each commitment
One batched lookup per page, not one per row

About this feature

Trouble tickets from the call

Configured by admins, filed by the AI voice agent

The voice agent can file a Service Point trouble ticket on a verified caller’s own service, using only the report codes and service types your admins have approved. If the caller already has an open ticket for the fault, it adds a comment to that ticket instead of opening a second one.

Report codes are matched from the caller’s own words against phrasings your admins wrote
Each agreement’s iVUE service type is mapped to its trouble-ticket service type
Per-call and per-day ceilings that a person raises during a real outage

On a live call

What the AI Voice Agent Does with iVUE

On an AI-answered call, iVUE is how the agent finds out who is calling and what they have. What the agent is told depends on how far the caller has been verified, and anything above that level is removed before the data reaches the model. The model is not relied on to keep it to itself.

What the AI voice agent can do with NISC iVUE, and the trust tier each action requires
The agent can	What it does for the caller	Caller must be
Check who is calling	Asks for details on the account and checks them against iVUE, so it knows it is talking to the account holder.	Any caller
Know they have called before	Sees how recently this number contacted you. Once the caller is verified, it also sees what those calls were about, so nobody has to explain the problem again.	Identified
Look at the account	Their services, what they pay each month, how long they have been a member, and any open tickets. It never sees a balance.	Verified
Check service at an address	Answers “can I get service here?” from your records instead of guessing.	Any caller
Raise a fault report	Files a trouble ticket on the caller’s own service, so somebody is sent to look. If a ticket is already open for that fault, it adds a comment instead.	Verified

Built So Member Data Stays Where It Belongs

Credentials never touch the database

The iVUE username and password go to Google Secret Manager and are read only by the server at the moment of a lookup. They are never written to Firestore, returned to the browser or logged.

An uncertain match shows nothing

If a phone number matches more than one active member, no account is shown at all. A best guess could put a stranger’s bill under this caller’s name. When the match was narrowed down from several records, the page says who else was on the number.

The model never receives an identifier

None of the voice agent’s tools accept a customer, account or agreement number. Every one of them works out the customer from the incoming call, so no wording a caller tries can point the agent at somebody else’s account.

A ticket is filed only after nine checks pass

The caller must be verified and match exactly one member. The service must be one of their active agreements, mapped to a service type, with a report code available and no duplicate ticket open, and the per-call and per-day limits must have room. If any check fails, the agent files nothing.

The model never chooses a report code

iVUE accepts any report code that is valid in form, so a wrong one would send the ticket to the wrong team without any error. The code comes from your approved list, matched to what the caller said.

Billing facts are read live, not copied

Charges, agreements and tickets are fetched when a screen asks for them, not stored as a second copy that could go stale. Ticket bodies and contact details are only sent for a single member, never for a list.

Connecting iVUE

A company admin connects iVUE from inside Call Coach IQ. Every surface above starts working as soon as the connection passes its health check.

1
Enter your iVUE connection
Your iVUE base URL, plus the username and password of a service user with API access. The URL is checked and a read-only test lookup is run before anything is saved.
2
Confirm the health check
A status card confirms the connection is live. Admin-only diagnostics replay a lookup against iVUE when a member does not match the way you expected.
3
Configure trouble tickets (optional)
Your iVUE company number, the report codes the agent may use and the phrases callers use for each, a fallback code, and how each agreement service type maps to a ticket service type.
4
Confirm write access with NISC
NISC switches on ticket creation separately for each customer. An admin records that NISC has done so, and ticket filing cannot be switched on until that confirmation and every setting above are in place.

What it deliberately won't do

Tell a caller their balance. The account summary leaves it out at every verification level.
Let the model choose a report code, an account or an agreement number.
Retry a ticket submission that may already have gone through. The caller is told the outcome is uncertain, not that the ticket is logged.
Import calls. iVUE is a member system, and your calls still come from your phone platform.

Better with Calix Cloud

NISC knows what the member buys. Calix knows what is provisioned on their line and whether their equipment is online. Connect both and the agent can tell a verified caller whether their line is down, whether their phone is affected too, and whether the line can carry the speed they pay for. Customer Journey also flags services that are billed in iVUE but not provisioned in Calix, or provisioned but not billed.

See the Calix Cloud integration

Live AI Voice Agent →Customer Journey →Churn Risk →Email Assistant →Telecom & ISPs →Calix Cloud →

See Your Members in Call Coach IQ

Book a walkthrough and we will show a scored call with the iVUE account beside it, a churn queue ranked by monthly revenue, and the voice agent verifying a caller and filing a ticket.

Request a Demo

The NISC connection is set up by your company admin. The AI voice agent and trouble-ticket filing are on the Enterprise plan.

Your Member Record, Beside Every Call

The agent can

What it does for the caller

Caller must be

Check who is calling

Asks for details on the account and checks them against iVUE, so it knows it is talking to the account holder.

Any caller

Know they have called before

Sees how recently this number contacted you. Once the caller is verified, it also sees what those calls were about, so nobody has to explain the problem again.

Identified

Look at the account

Their services, what they pay each month, how long they have been a member, and any open tickets. It never sees a balance.

Verified

Check service at an address

Answers “can I get service here?” from your records instead of guessing.

Any caller

Raise a fault report

Files a trouble ticket on the caller’s own service, so somebody is sent to look. If a ticket is already open for that fault, it adds a comment instead.

Verified

See Your Members in Call Coach IQ

Book a walkthrough and we will show a scored call with the iVUE account beside it, a churn queue ranked by monthly revenue, and the voice agent verifying a caller and filing a ticket.

Request a Demo

The NISC connection is set up by your company admin. The AI voice agent and trouble-ticket filing are on the Enterprise plan.

Your Member Record, Beside Every Call

What Happens When a Member Calls

Recognised, not interrogated

It raises what it already knows

Filed on the call, or passed on with context

The next call starts informed

How Your Team Uses iVUE Data in Call Coach IQ

Following up on a call with the account in view

Calling a member back without asking them to repeat themselves

Deciding who to save first

Answering a billing email

Watching the AI agent work, live

Setting the rules the AI agent follows

Where Member Data Shows Up

Call detail: the Account Info tab

Customer Journey

Churn Risk

Email Assistant

Upcoming Commitments and Sales Follow-Ups

Trouble tickets from the call

What the AI Voice Agent Does with iVUE

Built So Member Data Stays Where It Belongs

Credentials never touch the database

An uncertain match shows nothing

The model never receives an identifier

A ticket is filed only after nine checks pass

The model never chooses a report code

Billing facts are read live, not copied

Connecting iVUE

What it deliberately won't do

See Your Members in Call Coach IQ

Your Member Record, Beside Every Call

What Happens When a Member Calls

Recognised, not interrogated

It raises what it already knows

Filed on the call, or passed on with context

The next call starts informed

How Your Team Uses iVUE Data in Call Coach IQ

Following up on a call with the account in view

Calling a member back without asking them to repeat themselves

Deciding who to save first

Answering a billing email

Watching the AI agent work, live

Setting the rules the AI agent follows

Where Member Data Shows Up

Call detail: the Account Info tab

Customer Journey

Churn Risk

Email Assistant

Upcoming Commitments and Sales Follow-Ups

Trouble tickets from the call

What the AI Voice Agent Does with iVUE

Built So Member Data Stays Where It Belongs

Credentials never touch the database

An uncertain match shows nothing

The model never receives an identifier

A ticket is filed only after nine checks pass

The model never chooses a report code

Billing facts are read live, not copied

Connecting iVUE

What it deliberately won't do

See Your Members in Call Coach IQ