Intro to RingCX services billing ================================ This article explains how you're billed for RingCX services. It covers the available types of service contracts, concepts of prepayment and postpayment, different types of billing models for agent and supervisor seats, availability of on-demand seats, and types of Stock Keeping Units (SKUs). Note: When your account is created, RingCX synchronizes the main account time zone with billing, invoicing, and analytics. Your invoicing time zone can't be changed. Types of annual contracts ------------------------- Your contract with RingCentral for RingCX services is an annual contract that may entail a monthly prepayment or an annual prepayment. Your payment method varies according to the type of contract you have. **Monthly prepayment**: When you enter an annual contract with a monthly prepayment, you prepay for the coming month at the beginning of its billing period. Your prepaid amount covers certain services included in your contract. At the end of a billing period, you'll receive a new bill with your prepay costs for the next month and any post-payment amounts for overages. If you use more than what you prepaid for, you'll be billed for it as overage costs. For example, if you prepaid for 10 seats but used 15, you'll be billed for the additional five seats in the next month's bill. All differences between prepaid and usage sums must be paid monthly. **Annual prepayment**: When you enter a contract with an annual prepayment, you won't have a monthly prepayment. However, you'll still receive a post-payment bill monthly for any overages incurred. You'll receive an invoice for any overage charges. ### Example with no overage To illustrate how licenses work when you have no overage: Suppose you purchase 10 core seats and the same number of ManualDial add-ons. You'll need to purchase 10 ManualDial seat licenses so the number of recurring add-on licenses matches the number of core seat recurring licenses. You'll then be charged for any usage that exceeds the number of recurring licenses. Suppose you use eight seats in a given month. Since that number is smaller than the 10 you've purchased, you'll see no overage charges on your bill. ### Example with an overage To illustrate how licenses work when you have an overage: Suppose you purchase 10 core seats and the corresponding number of ManualDial add-ons. You'll need to purchase 10 ManualDial seat licenses so the number of recurring add-on licenses matches the number of core seat recurring licenses. Then you use 12 seats in a given month. Since that number exceeds the licensed seats purchased, you'll be charged for the overage. Core seat licenses ------------------ RingCX customers with seat-based packages must purchase core seat licenses for at least three agents. In each monthly billing cycle, you'll be billed for the number of seat licenses you selected, regardless of how many you use. These seat licenses are considered *recurring* licenses. You must pay for the supervisor or agent seats you use during the billing cycle. There are two types of models for billing seats: *named* seats and *concurrent* seats. Named seats are for registered users who are active in RingCX at least once during a billing cycle. Concurrent seats account for your peak usage in a billing period. Here's how we calculate seat usage: * **Named seats**: The maximum number of unique user accounts registered and in an active state during the billing cycle. This equals the number of unique, registered agents who log in to RingCX at least once during a billing period. * **Concurrent seats**: The maximum number of unique user accounts simultaneously logged into RingCX during the billing cycle. On-demand seats --------------- In RingCX, you may configure more than the contractually required seats. On-demand seats allow you to configure extra seats as needed and remove them at any time. They're not added to your committed contract. At the end of a monthly billing cycle, you'll receive an invoice for any extra seats you used. These extra seats are called *overage* or *on-demand* seats. On-demand seats are billed at a higher rate than regular seats. For example, you have a campaign for which you typically require 10 seats but need to increase that figure to 20 during the campaign's peak period. In this case, you'd be billed for your 10 contracted seats at one rate and the 10 on-demand seats at a different rate. Some license names include the phrase "seat on demand." This term, which appears in invoices, RingCX Billing Analytics, and our product catalog, indicates overage charges. |-----------------------------|------------------|----------------------| | **License name** | **License type** | **Description** | | RingCX named seat | Recurring | Core seat license | | RingCX named seat on demand | Usage | Seat overage license | At the end of a billing cycle, the system calculates total seat usage and generates any overage amount. For example: You purchase 10 agent seats as part of your contract and prepay at $199.99 each. Then, during the billing cycle, you use 12 seats. At the end of the billing cycle, the system calculates the cost of the two on-demand seats and appends that cost to your bill. The two on-demand seats will appear on your invoice at $219.99 each. If the total number of seats used is less than or equal to the number of core seats purchased as part of your contract, you won't incur overage charges. Types of licenses ----------------- * *Recurring*licenses are prepaid licenses that define the estimated number of seats you need for your call center on a monthly basis. Recurring licenses are available for core seats, add-ons, and minute/credit bundles. * *Usage* licenses are required when your usage exceeds what's covered by your recurring license. For example, if you purchase 10 core seats but use 15, you need an on-demand usage license. Usage licenses are required for on-demand seats, transport overages, processing charges, and other add-ons. Note: Recurring licenses (core seats, DNC scrub, etc.) must be paid in advance, per the master billing term (month or year). Overages and usage are paid monthly, as late payments. Transport and transport charges ------------------------------- You'll be billed for any overages on [transport services and non-transport services](https://support.ringcentral.com/article-v2/Understanding-transport-charges-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US#transport ""). To learn about the default overages included in a contract and a detailed description of individual transport charges, read [Understanding transport charges](https://support.ringcentral.com/article-v2/Understanding-transport-charges-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US ""). Call metering charges --------------------- You'll be billed for any overages for seats, [local connect buckets](https://support.ringcentral.com/engagevoice/overview/voice-overview-understanding-transport-charges.html#local-connect-demand-licenses ""), or [in-platform services](https://support.ringcentral.com/engagevoice/overview/voice-overview-understanding-transport-charges.html#in-platform-services ""). To learn about the metering and rounding of calls, read [Understanding call metering](https://support.ringcentral.com/article-v2/Understanding-call-metering-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US ""). Add-on licenses --------------- RingCX packages contain recurring and usage licenses, some of which depend on contracted seats. Add-on licenses apply to integrations with ManualDial and call recording storage, determined by your number of contracted seats. Add-on licenses apply to local connect buckets, phone scrub licenses, and customer relationship management (CRM) integrations. Your number of contracted seats doesn't determine these three licenses. Types of add-on licenses: * Licenses that correspond to the number of core seats * Licenses for an arbitrary number of seats ### Add-on licenses that follow the number of contracted core seats This license type is used for all add-ons, except CRM integration add-ons. It includes the same number of add-on seats as contracted core seats. Any on-demand, add-on seats will be billed as an overage charge. ### Add-on licenses for an arbitrary number of seats This license type allows for an undetermined number of seats. It's a monthly recurring license equal to the number of named agents who will need access to both RingCX and CRM. For example, you may have 100 core seats, but you'd only purchase licenses for a total of 50 CRM seats, since 50 agents will need access to both RingCX and CRM. ### Charges for add-on overages If the number of seats used exceeds your pre-paid add-ons, you'll pay an additional *price per add-on* fee that's calculated based on the number of extra seats used. This add-on fee is the same price as the fee for your pre-paid add-ons. If the number of seats used doesn't exceed your core seats, you'll prepay only for the recurring add-on license. ### Prepayments and payments in arrears You'll prepay for add-ons according to your number of contracted seats. If you exceed the number of contracted seats, your payment for add-ons will be due at the end of the monthly billing cycle. You'll be charged for your contracted seats whether you use them or not. ### Add-on license descriptions * **ManualDial** : The Telephone Consumer Protection Act (TCPA) regulates telemarketing calls, auto-dialed calls, pre-recorded calls, text messages, and unsolicited faxes. You can use ManualDial to help with your TCPA compliance strategy. ManualDial is an add-on license for a stand-alone system, which requires a human being to place outgoing calls manually. This license can only be used in tandem with outbound or blended seats. * [Learn more about using ManualDial](https://support.ringcentral.com/article-v2/Intro-to-ManualDial-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US ""). * [Read the RingCX TCPA risk mitigation whitepaper](https://netstorage.ringcentral.com/documents/engage_voice_tcpa_risk_mitigation_udpated.pdf "") (PDF link). * **Local connect bucket**: Lets you associate a caller ID from a local connect bucket with your outgoing calls. If you purchase a recurring Local Connect license, a corresponding Local Connect on-demand license will be included in your order. * **Call recording storage**: Call Recording storage licenses are add-on usage licenses. The number of licenses depends on your total core seats plus overage seats. You'll be billed a per-seat cost. * **DNC Cellular Scrub**: A recurring license for a full federal and state Do Not Call cellular list suppression scrub. * **DNC National/State Scrub**: DNC national/state scrubbing is a recurring license with a service that removes numbers from an outbound list according to national and/or state laws. * **Disconnect Scrub**: A third-party integration that determines whether "no-answer" dispositions are no-answer calls or disconnected calls. It's charged on a per-scrub basis. * **Litigation Scrub**: A service that scrubs client data to identify, flag, and remove the numbers of TCPA plaintiffs and litigators from your data. This is a recurring license. * **Screen recording** : Screen recording allows you to capture an agent's screen during active calls. Screen recording billing is based on the maximum storage you use during a billing period. Each basic RingCX seat, whether named or concurrent, includes 5 GB of active storage for screen recordings. If your total storage usage exceeds the combined amount granted by your seats, you'll be billed for the overage with a "RingCX Screen Recording Active Storage per 1 GB" license. To manage your storage costs, you can purchase a "RingCX Screen Recording Active Storage 100 GB Bundle," which adds 100 GB to your available storage. Any usage beyond the volume granted by both your seats and any bundles will be billed at the standard overage rate. The overage is calculated based on the peak storage usage within the billing cycle, not the storage amount at the end of the period. For example: * **Free Storage**: For 10 seats, each with 5 GBs, you have a total of 50 GB of free storage. * **Peak Usage**: On day 15, the customer's storage reaches its maximum for the period of 80 GB. * **Overage Calculation**: The overage is the difference between the peak usage and the free storage. In this case, 30 GB. Even though the customer deleted recordings and had 50 GB at the end of the month, the maximum volume of 80 GB was reached during the billing cycle. Therefore, the customer would be charged for a 30 GB overage. * **AI Agent Assist**: RingCX Agent Assist provides real-time, AI-powered suggestions during live calls. Billing uses an add-on licensing model with recurring and on-demand licenses. The recurring license includes a fixed number of seats, separate from your basic RingCX seats. When you buy this license, it automatically includes an on-demand Agent Assist license. Your monthly bill is based on usage. If you exceed your recurring seat allocation, you're charged for the overage under the on-demand license. The system tracks both named and concurrent usage. Named usage is determined by the total count of unique agents who engage in interactions through Agent Assist-enabled communication channels. These channels include voice queues, manual outbound dialing, campaigns, and digital queues such as chat and email. Concurrent usage is calculated by identifying the peak number of simultaneous agent sessions involving interactions on channels where Agent Assist is active. Notably, if an agent participates in an interaction within an Agent Assist-enabled channel, the system records Agent Assist as active for the complete duration of that specific digital or voice session. * **AI Supervisor Assist**: Provides supervisors with real-time insights into agent interactions. RingCentral's Supervisor Assist billing is based on a licensing model that includes both recurring and usage licenses. The quantity of the recurring license should match the number of your basic RingCX seats. This license is automatically accompanied by a "RingCX Supervisor Assist, Per Seat On-Demand" usage license. This on-demand license is intended to cover any overages. If your usage exceeds the number of seats covered by your recurring license, you will be billed for the overage. These additional charges will be reflected under the usage license on your invoice. * **AI Workforce Management**: AI WFM in RingCX automates and enhances workforce management, leading to better staffing decisions, increased agent satisfaction, and improved operational efficiency for contact centers. Agents can view their schedules, participate in automated schedule bidding, request shift swaps, and monitor their attendance, giving them more control over their work-life balance. The AI WFM agent privilege is a system-level permission that authorizes a contact center agent to access AI WFM and its self-service features, such as viewing their schedule and adherence. RingCentral's AI Workforce Management billing is based on a licensing model that includes both recurring and usage licenses. The recurring license includes a fixed number of seats, separate from your basic RingCX seats. When you purchase this license, it automatically includes an on-demand AI WFM license. Your monthly bill is based on usage. If you exceed your recurring seat allocation, you're charged for the overage under the on-demand license. The system tracks both named and concurrent usage. Concurrent usage counts unique agents who simultaneously work in RingCX and have the AI WFM privilege. Named usage counts unique agents who use RingCX and have the AI WFM privilege. ### Third-party license descriptions * **WhatsApp Usage**: WhatsApp usage in RingCX is billed monthly based on actual usage, at the rates set by Meta for your region and conversation type. Customers are invoiced by RingCentral, not Meta, and can refer to Meta's official pricing documentation for details on rates. RingCentral manages the WhatsApp Business Account (WABA) and handles all billing with Meta. Customers do not need to pay Meta directly; instead, they receive a consolidated bill from RingCentral that includes WhatsApp usage charges as determined by Meta's published rates. Types of orderable SKUs ----------------------- RingCX's Stock Keeping Units (SKUs) include recurring and usage licenses for core seats, add-ons, credit bundles, and other one-time charges. The example below illustrates how you can purchase add-ons in the RingCX Standalone Concurrent Outbound/Blended seats package. Add-ons are optional, but you must purchase the same number of add-ons as core seats. |------------------------------------------------------------------|--------------|------------------|---------------|-----------------------------------------------------------------------------------------------------------------| | | **Quantity** | **License type** | **Mandatory** | **Comments** | | **Core Seat license** ||||| | RingCX Outbound/Blended Edition, concurrent agent seat | 10 | Recurring | Yes | | | **Overage Seat license** ||||| | RingCX Outbound/Blended Edition, concurrent agent seat on demand | 1 | Usage | Yes | | | **Add-ons** ||||| | ManualDial seats | 10 | Recurring | No | 10 SKUs. This number must be equal to the number of concurrent agent seats for RingCX Outbound/Blended Edition. | | ManualDial seats on demand | 1 | Usage | No | Actual usage number calculated at the end of the billing cycle. | | Call recording storage for 90 days (per seat) | 10 | Recurring | No | 10 SKUs. This number must be equal to the number of concurrent agent seats for RingCX Outbound/Blended Edition. | | Call recording storage for 90 days (overage price per seat) | 1 | Usage | No | 1 usage license required. Actual usage number calculated at the end of the billing cycle. | For a complete list of orderable SKUs, contact [Support](https://support.ringcentral.com/contact-support.html ""). ### Editions In RingCX, *editions* refer to seats dedicated for a specific voice traffic direction: inbound or outbound/blended. You'll need to select a single edition for each of the named seats you purchase based on your needs. You can select only one type of edition. For example, you may not purchase five inbound seats and five blended seats. |---------------------------------------------------------|------------------|-------------------| | **License name** | **License type** | **Description** | | RingCX named seat | Recurring | Core seat license | | RingCX named seat (for primary outbound or blended use) | Recurring | Core seat license | Note The ManualDial and phone scrub licenses can only be used with outbound/blended seats. IVR on-demand minutes --------------------- RingCX provides a fair usage limit for using your IVR according to the number of agent seats in your call center. The terms include: * Every agent seat comes with 2,000 free minutes. * The total number of minutes available for an account is the sum of all agents' minutes. * Minutes are counted at the account level, not at the user level. * If you exceed your maximum allotted IVR minutes, you're charged an on-demand price per minute. For example: * Suppose the on-demand price per minute is $0.02. If you use five seats, your aggregated usage bundle is 5 x 2,000, or 10,000 minutes. If your aggregate IVR duration is 11,000 minutes, you'll be charged a fee of 1,000 x $0.02, or $20, for the extra minutes used. IVR-only solution ----------------- An IVR-only billing model requires approval from RingCentral. In this model, you wouldn't purchase any seats, but instead pay a per-minute IVR rate, as well as the cost of metered services like inbound or outbound calling. Such metered services will be billed at the usual rates. In an IVR-only solution, certain costs are calculated on a per-call basis. For example, with the call recording storage package, you'll pay for the number of calls that you record. Rates are determined by retention time, and you'll be charged for the total time of all stored recordings. Free domestic traffic --------------------- For international customers, RingCX includes 4,000 domestic manual outbound minutes per seat each billing period. This includes both contracted and on-demand seats, so your total available free domestic minutes are: 4,000 × (contracted seats + on-demand seats). North American accounts receive unlimited domestic minutes. Free domestic minutes for international accounts: * Cover manual outbound calls to domestic numbers, including mobile and premium numbers. * Do not cover automated outbound dialer calls. * Are applied at the end of the billing period, rather than in real-time. If you go over your included minutes, excess usage will first be deducted from your Domestic Credit Bundle (if purchased). Otherwise, overage charges will apply based on the outbound manually dialed overage SKU. Reports on your free domestic traffic include details about prepaid seats, prepaid bundles, and transport usage. To track your use of free domestic traffic, you can use: * The [Transport Usage Overview](https://support.ringcentral.com/article-v2/RingCX-Analytics-historical-dashboards_-Billing-Transport-Usage-Overview.html?brand=RingCentral&product=RingCX&language=en_US "") dashboard in RingCX Analytics * The [Billing Period Overview](https://support.ringcentral.com/article-v2/RingCX-Analytics-historical-dashboards_-Billing-Period-Overview.html?brand=RingCentral&product=RingCX&language=en_US "") dashboard * The [Billing Period Account Usage](https://support.ringcentral.com/article-v2/RingCX-Analytics-historical-dashboards_-Billing-Period-Account-Usage.html?brand=RingCentral&product=RingCX&language=en_US "") dashboard Domestic minute bundles ----------------------- Domestic credit bundles give you a fixed number of prepaid minutes you pay for as part of your recurring monthly license. Monthly bundles --- usable for toll-free calls, domestic inbound and outbound calls, and IVR bundles --- are available in increments of 25,000 minutes. If you exceed your allotted bundle amounts, you're billed for any overages. You can purchase domestic credit bundles at any time. Contact [support](https://support.ringcentral.com/contact-support.html "") to make changes to your billing plan. International credit bundles ---------------------------- You can purchase international credit bundles, available in whole-dollar amounts (as opposed to minutes). You can add international credit bundles to any package. International outbound calls are billed against your account's calling credits for destination rates or as overages if you exceed the credit limit. For information on current international calling rates, see [International dialing rates from North America](https://www.ringcentral.com/support/international-rates.html ""). You can purchase only one international credit bundle at a time. Contact [support](https://support.ringcentral.com/contact-support.html "") to make changes to your billing scheme. Analytics Historical Reporting data retention --------------------------------------------- RingCX Analytics gives you access to your contact center's historical reporting data. By default, data older than one year is purged from our storage systems. If you need to keep your historical reporting data for longer, you can set a longer retention period on your sub-account and purchase a corresponding data retention license. ### Available data retention licenses The following year-long licenses are available for seat-based RingCX customers: * RingCX Analytics -- Historical Data Retention 2Y * RingCX Analytics -- Historical Data Retention 3Y * RingCX Analytics -- Historical Data Retention 4Y * RingCX Analytics -- Historical Data Retention 5Y * RingCX Analytics -- Historical Data Retention 6Y * RingCX Analytics -- Historical Data Retention 7Y * RingCX Analytics -- Historical Data Retention 8Y ### Setting your retention period The retention period is configured per sub-account in the RingCX admin portal, in the **Historical Reporting Data Retention (years)** field on the sub-account configuration page. This setting controls how long analytics data is stored for that sub-account before it's purged. Different sub-accounts on the same main account can have different retention periods. ### How you're billed Your monthly charge is based on the actual age of the data stored for each sub-account, not on the retention period you've configured. In other words, you only pay for data you're actually keeping. For example, if you set a 5-year retention on a sub-account, your stored data will start out much younger than 5 years. During the first year, it's included at no charge. After that, as data ages, you'll be billed for the license that matches the oldest data currently stored. For example, once data reaches more than 1 year old, you'll be billed for the 2-year license; once it reaches more than 2 years old, the 3-year license; and so on, up to your configured retention period. Your first year of historical data retention is always included at no charge. Billing starts after the first 12 months of RingCX Analytics usage, measured from the date an agent first logs in. ### How usage quantity is calculated The billable quantity for each sub-account is the number of unique agents who logged in at least once during the billing period (monthly active users). Inactive agents and seats that weren't used that month aren't counted. If no agents log in during a given month, you're not charged for data retention that month, but your stored data is still retained according to your selected policy. ### Customers with multiple sub-accounts If your account includes multiple RingCX sub-accounts (for example, if you're a BPO or partner), each sub-account is evaluated independently, and the quantities are then summed at the main account level into a single license charge per retention tier. For example, if you have three sub-accounts: |-----------------|-----------------------|--------------------------|------------------------------| | **Sub-account** | **Retention setting** | **Actual data age** | **Active agents this month** | | A | 5 years | \~2 years of data stored | 5 | | B | 2 years | \~2 years of data stored | 10 | | C | 3 years | \~3 years of data stored | 20 | Although sub-account A is configured for 5-year retention, its stored data is only about 2 years old, so it bills against the 2-year license. Your main account bill for the month would be: * **Historical Data Retention 2Y** license: 5 + 10 = **15 agents** * **Historical Data Retention 3Y** license: **20 agents** This ensures you're never overcharged for retention capacity you're not actually using yet. ### Changing your retention period You can change a sub-account's **Historical Reporting Data Retention (years)** setting at any time. Changes take effect starting the next billing cycle. * **If you increase retention** (for example, from 2 years to 3 years), data stops being purged at the old limit and begins accumulating. You'll be billed at the higher license tier only once your stored data actually ages into it. * **If you decrease retention** (for example, from 3 years to 2 years), data older than the new period is purged. You'll be billed at the lower tier going forward. ### Grace period and purging New accounts start with a default 1-year retention policy and receive a one-month grace period before any data is purged. After that, data older than the sub-account's configured retention period is automatically purged on a rolling basis. Your billing analytics data is always retained for invoicing purposes, even after historical reporting data is purged. ### IVR-only customers If you have an IVR-only solution, your historical reporting data is retained at no charge for one year. Retention periods longer than one year aren't available for IVR-only customers.