FAQs: Genesys Cloud Voice billing

If your Genesys Cloud Voice billing detail file is too large for Excel, there are several alternative methods that you can use to reconcile your invoice.

Excel file size limitations

Genesys Cloud Voice billing detail files, also known as Telco usage reports or Call Detail Records (CDRs) can be extremely large, often containing millions of rows. Excel supports a maximum of 1,048,576 rows. If your billing detail file exceeds this limit, Excel truncates the data. When that happens, not all records are visible or included in your analysis.

Any reconciliation or analysis performed in Excel on truncated data is incomplete and results in discrepancies when compared with your actual invoice.

Alternative methods for handling large billing detail files

To accurately reconcile your invoice when your billing detail file is too large for Excel, consider using one of these alternative methods for handling large datasets:

1. Database systems
   Import the file into a database such as Microsoft SQL Server, PostgreSQL, or MySQL for efficient querying and analysis.
2. Data visualization tools
   Use platforms like Microsoft Power BI, Tableau, or other analytics tools that support large datasets and offer advanced filtering and visualization capabilities.
3. Text editors 
   Tools like Notepad++ or UltraEdit can open large files but only for viewing. They are not suitable for calculations or analysis.
4. File-splitting tools
   Tools like HJSplit or GSplit can break the file into smaller pieces. You can then analyze each piece separately or load them incrementally into your preferred tool.

For more information, see Reconcile your Genesys Cloud Voice invoice against your usage report.

Yes. You can change a user’s license type from Hourly Interacting to Named or Concurrent. To make this change, an Administrator can remove the Billing > User > hourlyInteracting permission from a user’s role.

When the change becomes effective, measurement for the usage of the new license type is retroactive to the beginning of the current billing period.

Yes. You can change a user’s license type from Named or Concurrent to Hourly Interacting. To make this change, an Administrator can add the Billing > User > hourlyInteracting permission to a user’s role.

When the change becomes effective, measurement for the usage of the new license type is retroactive to the beginning of the current billing period.

For more information, see the Enabling Hourly Interacting license section of the Genesys Cloud hourly user licenses article.

Yes. When examining your invoice, notice that Genesys Cloud Voice MRCs for DIDs and TFNs are prorated for the number of days the phone number has been on the account during the monthly billing cycle. These MRCs appear on your monthly Genesys Cloud Voice invoice as a line items for prorated DIDs and TFNs.

For example, if you order three DIDs on the 10th of the month and you order 20 DIDs on the 15th of the month, two additional line items on the invoice. Each line item has its own individual quantity and prorated rate.

Yes. After the numbers are ported to Genesys Cloud Voice, you will incur both NRC and MRC charges as specified in Genesys Cloud Voice pricing. 

Refer to the Genesys Cloud Voice pricing article for details.

Refer to the Genesys Cloud Voice pricing article for details.

The billing increment is 6 seconds.

The billing minimum is 30 seconds.

• Within Canada the billing minimum for outbound is 6 seconds.
• For the contiguous US, the billing minimum for outbound is 6 seconds.
• For everywhere else, the billing minimum for outbound is 30 seconds.

Within Canada the billing minimum for inbound is 6 seconds.

The billing increment is 6 seconds.

The billing minimum for the UK is 30 seconds.

The billing increment is 6 seconds.

• For Canada, the billing minimum is 6 seconds.
• For everywhere else, the billing minimum is 30 seconds.

• For the contiguous US, the billing minimum is 6 seconds.
• For everywhere else, the billing minimum is 30 seconds.

No. Only calls answered by the customer’s IVR system, an agent, or voicemail are billed.

These acronyms appear in the tables that list the Genesys Cloud Voice number purchase and inbound usage charges. NRC stands for a Non-recurring charge, which is basically a one-time charge. MRC stands for a Monthly recurring charge.

The Genesys Cloud Voice billing cycle begins and ends at 7:00 UTC time. More specifically, your invoice for a particular billing cycle will show all calls placed after 7:00 UTC time on the billing cycle start date through 7:00 UTC time on the billing cycle end date.

Yes, outbound dialing calls are subject to the same rules for short duration calls as all standard outbound domestic calls.

No, by default, the billing minimum for an international call is 30 seconds. Therefore, short duration call penalty does not apply.

No, short duration surcharges do not apply to any type of inbound call.

Yes, but a minimum of 100 calls have to be made during a monthly billing cycle before the short duration surcharges take effect. After 100 calls, if 15% or more of the calls are short duration calls, then those calls are assessed a short duration surcharge at the prevailing rate.

Scenario 1

A customer has a total of 100 outbound completed calls in a billing cycle. Of the 100 completed calls, 10 are short duration calls. In this case, the customer invoice does not include a surcharge for short duration calls because only 10% of the calls were of short duration.

Scenario 2

A customer has a total of 100 outbound completed calls in a billing cycle. Of the 100 completed calls, 20 are short duration calls. In this case, the customer invoice does include a surcharge for short duration calls because more than 15% of the calls were of short duration.

Any customer-originated outbound US domestic completed call that is equal to or fewer than 6 seconds in total duration is defined as a short duration call.