Engage Voice | Billing per transport type or overage

You may be billed for these transport types during a billing cycle, or when overages for these types occur:
  •   Disconnect Scrub, per 10 scrubs: Used during outbound dialing. Disconnect Scrubbing refers to a third-party integration that looks up system dispositions of ‘no-answer’ and determines whether they’re actually no-answers or if they’re simply disconnected calls. Note that disconnect scrubbing is only performed if the first pass results in a no-answer. Charged per scrub. Read Configuring Dialer Settings.

    The charge applies only if used by the customer, and is not included into recurring services.
  • Inbound calls to domestic DIDs, per 10 minutes: Inbound calls category. Includes all inbound calls arriving to domestic North America phone numbers (NADP) registered as Engage Voice CCRN in RingCentral Office — does not include toll free numbers or international numbers. For example calls received at +16503328094 are considered domestic inbound.

    Minute calculation is done per minute, and billing is done in chunks of 10 minutes.

    The charge applies only if used by the customer and is not included into recurring services.
  • Inbound calls to NA Toll-Free, per 10 minutes: Inbound calls category. Includes all inbound calls arriving to toll free North America phone numbers registered as Engage Voice CCRN in RingCentral Office — does not include domestic numbers or international numbers. For example, calls received at +18001122333 are considered Toll Free NA calls.

    Minute calculation is done per minute, and billing is done in chunks of 10 minutes.

    The charge applies only if used by the customer, and is not included into recurring services.
  • Conversational outbound to domestic numbers NA, per 10 minutes: Outbound calls category. Includes all manual outbound calls made from your Engage Voice account to North America phone numbers — does not include outbound calls to international numbers. For example, calls made to +16503328094 or to +18001122333 are considered domestic outbound.

    Manual outbound call means that an agent dialed a call either by manually punching in numbers or via the click-to-dial link and does not include calls dialed by the Engage automated dialer system.

    Minute calculation is done per minute, and billing is done in chunks of 10 minutes.

    The charge applies only if used by the customer, and is not included into recurring services.
  • Automated dialer outbound to domestic numbers NA, per 10 minutes: Outbound calls category. Includes all outbound calls made from Engage Voice account to an international number.

    Given that there are multiple rates by destination, the category represents a generic roll up of charges for all outbound international calls to the account. Read about the international rates.

    The charge applies only if used by the customer, and is not included into recurring services.
  • International outbound calls: Outbound calls category. Includes all outbound calls made from Engage Voice account to an international number.

    Given that there are multiple rates by destination, the category represents a generic roll up of charges for all outbound international calls to the account. Read about the international rates.

    The charge applies only if used by the customer, and is not included into recurring services.
  • Bring Your Own Trunk (BYOT) per 10 minutes: Transport category that includes inbound and outbound calls via a dedicated SIP trunk. 

    Minute calculation is done per minute, and billing is done in chunks of 10 minutes.
  • IVR on demand: Call duration in IVR is metered additionally to transport rate. By default, every user seat (named/concurrent) includes 2,000 IVR minutes. In IVR only edition, no IVR minutes are included and you must purchase IVR minutes bundles. If you use more IVR minutes than are included with seats, then an additional fee applies per minute in the IVR.

    The charge applies only if used by the customer, and is not included into recurring services.
  • Local phone numbers: Domestic DID registered in the legacy Engage Voice system. This charge typically only applies to existing customers. In most cases, this charge will not apply as your phone numbers are registered in RingCentral and not in Engage Voice. 

    The charge applies only if used by the customer, and is not included into recurring services.
  • Toll-Free phone numbers: Toll free number in the legacy Engage Voice system. This charge typically only applies to existing customers. In most cases, this charge will not apply as your phone numbers are registered in RingCentral and not in Engage Voice. 

    The charge applies only if used by the customer, and is not included into recurring services.
  • SMS: If the legacy SMS system is used to send messages, then this charge per message is applied. This charge typically only applies to existing customers.

    The charge applies only if used by the customer, and is not included into recurring services.
  • MMS: If the legacy MMS system is used to send messages, then this charge per message is applied. This charge typically only applies to existing customers. 

    The charge applies only if used by the customer, and is not included into recurring services.
  • IVR speech recognition per minute: Includes a charge for using Automated Speech Recognition in your IVR. Charges are for the duration of Automated Speech Recognition that you use.

    The charge applies only if used by the customer, and is not included into recurring services.
  • Engage Voice seat on demand: Seat charge for additional user seats beyond the contracted number of seats. Used to allow bursting for customers. The platform doesn't limit the number of users but it is the customer's responsibility to control the number of seats. If the total number of seats used for the billing period exceeds the contracted number, the difference will be charged at on-demand rate.

    Charged only if used.
  • Local Connect number bucket, overage: The charge applies if the number of buckets exceeded the number of contracted buckets. This service is related to Caller ID buckets that allow you to keep a selection of phone numbers that can be used as alternate Caller ID numbers.
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