@Donald Huovinen Do you know of the best way to determine the charged concurrent users?
I have been using the login/logout report as support and billing have been unable to provide such detail and as you stated it is dependent on when it rolls out to the org.
I always find that i end up with more users than what we are charged for, bad for Genesys good for our org :)
While the message has been appearing on our monthly invoices, it seems the transition to the new billing model from March 1st has yet to occur. I have raised this with your billing team so I am sure they are well aware but the additional feature of determining the users has yet to take affect.
It does seem that the pre-method of on-queue user charging is still in affect for our org, which we don't mind like I said cheaper for our org.
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Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
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Original Message:
Sent: 03-23-2019 08:52
From: Don Huovinen
Subject: Billing issue for concurrent seats of PureCloud users since 2019-03-18
Hi Darryn,
We have customers with billing start dates ranging from the 1st to 31st of a month. For existing customers rollout of these changes is staggered based upon the notification lead time + billing the start date. The FAQ provided a date range stating that, "Customers should see this report in the next 60 to 90 days" to account for the notification lead time and the fact that the billing period varies by customer. The updated usage views should be available to a concurrent Org once the updated concurrency calculation is in effect. This is why the FAQ discussed this
Newer customers with concurrent licensing have had these reports since day 1 as they were under the new policy.
Regards,
Don
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Don Huovinen
Genesys - Employees
Original Message:
Sent: 03-21-2019 18:51
From: Darryn Chang
Subject: Billing issue for concurrent seats of PureCloud users since 2019-03-18
Unfortunately George not all billing is on the same page. I requested the very same detail to obtain the concurrent users that make up the peak users. (2) and they couldnt provide such detail. Even though it states in resource center that it should be released by now. Can't raise a case as its Billing related so support only direct me back to the subscription concurrent usage report. It's terribly frustrating, maybe its a region thing again
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Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
Original Message:
Sent: 03-21-2019 09:41
From: George Ganahl
Subject: Billing issue for concurrent seats of PureCloud users since 2019-03-18
I ran this by some billing folks, and they gave me:
Make sure you are looking at the "Concurrent Usage Report" not the "Billable Usage Report". The Concurrent Usage Report should display two pieces of information - (1) a daily peak number of concurrent users (we bill for the highest number we find for the bill cycle) and (2) a list of all users who contributed to the peak usage. See the screenshot of what the report looks like.
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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
Original Message:
Sent: 03-20-2019 18:44
From: Wen Gu
Subject: Billing issue for concurrent seats of PureCloud users since 2019-03-18
Hello all,
We are using concurrent seats licenses for PureCloud users, because we have 2 offices in opposite timezone. There was no overage issue until 2018-03-18. From that day, we got overage everyday, and the peak number of concurrent seats almost reaches the number of activated users. It generates a lot of extra expense. After checking the usage report, we noticed some users were not on-queue in whole day at all, but their names are in contribution list of peak hour. Very strange. It seems that PureCloud began to charge my organization per name users instead of concurrent seats.
We also notice there are 4 physical edges are charged as virtual edges. This is a mistake as well.
Does anyone have the same issue?
Thanks!
#SystemAdministration
#Unsure/Other
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Wen Gu
SITA SCARL- Switzerland Branch
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