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Collection Holds
You can place collection holds at the account level or customer level to suspend outbound collection activity for a specific number of days. Holds do not prevent inbound activity. Holds don't suspend communication templates that your organization flagged to ignore holds.
Account-level hold
An account-level hold suspends activity for all parties on a specific account Collection activity continues on other accounts for which the parties are responsible. An account-level hold:
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Suspends outbound collection activity on the account.
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Suspends outbound letters, email messages, and SMS communications to parties on the account.
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Excludes the account from dialer campaigns. Users can still click to dial calls and dial calls manually.
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Excludes the account from work queues.
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Suspends interest accrual for the account.
Customer-level hold
A customer-level hold suspends activity for a specific party on the specific account only. Collection activity continues for other parties on the account. Collection activity also continues on other accounts for which the party is responsible. A customer-level hold:
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Suspends outbound collection activity on the account for the specific party.
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Suspends outbound letters, email messages, and SMS communications to the specific party on the account.