Engage Voice | Understanding transport charges
This article describes in more detail the specific transport charges that you may see on your invoice, and covers the default overages that apply to every contract, as well as overages for transport and non-transport services, and seats.
Default overages that apply to every contract
Every contract includes certain default overages provided for by the contract. These default overages may vary depending on whether you have a standard or IVR-only contract. In either case, you will pay for these overrages only when used. The default rates for these overages are as follows:
For non-IVR contracts:
- Inbound calls to domestic DIDs, per 10 min
- Inbound calls to North America toll-free numbers, per 10 min
- Inbound calls to international numbers
- Outbound calls manually dialed to North America numbers, per 10 min
- Outbound calls to international destinations
- Inbound calls via Bring Your Own Trunk (BYOT), per 10 min
- IVR calls processing, overage per minute
- Local phone numbers, overage
- Toll-free phone numbers, overage
- SMS, overage per message
- MMS, overage per message
- Automated speech recognition, per minute
- Engage Voice Inbound Edition, named agent seat on demand
- Call recording storage - 30 days, overage per seat
For IVR contracts:
- Disconnect scrub, per 10 scrubs
- Call recording storage - 30 days, per 100 calls
- Inbound calls to domestic DIDs, per 10 min
- Inbound calls to North America toll-free numbers, per 10 min
- Inbound calls to international numbers
- Outbound calls manually dialed to North America numbers, per 10 min
- Outbound calls via automated dialer to North America numbers, per 10 min
- Outbound calls to international destinations
- Inbound calls via Bring Your Own Trunk (BYOT), per 10 min
- IVR calls processing, overage per minute
- Local phone numbers, overage
- Toll-free phone numbers, overage
- Automated speech recognition, per minute
Overages for transport and non-transport services
You may be billed for these transport, non-transport services, or seats when overages for these services occur.
Transport
The following describes overages for transport services in more detail:
- Inbound calls to domestic DIDs, per 10 minutes: Inbound calls category. Includes the duration of all inbound calls arriving to domestic North America phone numbers (NADP) registered as an Engage Voice contact center routing numbers in RingEX — does not include toll free numbers or international numbers. For example, in the US market, calls received at +16503328094 are considered domestic inbound.
Minute calculation is done per minute, and billing is done by rolling up calls in chunks of 10 minutes.
The charge applies only if used by the customer and is not included in 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 RingEX — 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 by rolling up calls in chunks of 10 minutes.
The charge applies only if used by the customer and is not included in recurring services. - Manual 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 by rolling up calls in chunks of 10 minutes.
The charge applies only if used by the customer and is not included in recurring services. - 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 in 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 in 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 by rolling up calls in chunks of 10 minutes.
Non-transport services
The following describes overages for services other than transport in more detail:
- 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. However, the IVR pool of minutes includes all minutes across accounts and is not limited to an individual user. 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.
- 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 in recurring services. - 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 in recurring services.
Seats on demand licenses
The following describes overages for seats in more detail:
- Engage Voice seat on demand: Seat charge for additional user seats beyond the contracted number of named or concurrent seats. On-demand seats are a notion of a seat that is obtained above the usual number of contracted seats, and typically is billed at a higher rate. If the total number of seats used for the billing period exceeds the contracted number, the difference will be charged at on-demand rate.
Suppose you have a campaign where you typically require 10 seats, but increase that figure to 20 seats during the peak period of the campaign. In that case, you would be charged for the ten on-demand seats used. Charged only if used.
Local Connect on demand licenses
Local Connect buckets are billed by a recurring and a corresponding overage license that indicates the price per Caller ID bucket. A Caller ID bucket represents a selection of phone numbers with different area codes. A Caller ID bucket contains about 169 numbers, taking phone numbers from three to four area codes per state.
The agent attaches a Caller ID from the bucket to the outgoing call so that the lead sees the Caller ID number from the bucket, not the actual phone number from which the agent or system is dialing. If the customer wants to display a different Caller ID to a lead than the single static Caller ID set up at the campaign level. For example, if the call center is in the Philippines and agents are calling leads in Utah, they might find it helpful to display a local Utah-based phone number for the lead’s Caller ID.
Local connect core licenses and Local connect overage licenses work similar to the core seat and on-demand seats licenses. The customer commits to a certain number of local connect licenses, and if they exceed this number they have to pay for the overage.
The following describes overages for local connect buckets:
- 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.
In-platform services
Local phone numbers, toll-free numbers, and SMS/MMS are considered recurring in-platform services. In-platform services are those services that were included by contract based on an earlier version of the product catalog. In those contracts, service phone numbers have been provisioned on the Engage Voice platform rather than through RingEX as is the case for all new contracts.
The following describes overages for in-platform services in more detail:
- Local phone numbers: Domestic DID registered in the 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.
Note that the default path is to provide SMS via RingEX and digital channels.
The charge applies only if used by the customer and is not included in recurring services. - Toll-Free phone numbers: Toll free number in the 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.
Note that the default path is to provide SMS via RingEX and digital channels.
The charge applies only if used by the customer, and is not included in recurring services. - SMS: Note that the default path is to provide SMS via RingEX and digital channels. However, if the in-platform 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 in recurring services. - MMS: If the in-platform 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 in recurring services.