Genesys Cloud CX (formerly PureCloud)

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Genesys Cloud CX Hourly Pricing Model with standalone phone

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  • 1.  Genesys Cloud CX Hourly Pricing Model with standalone phone

    NEW MEMBER
    Posted 11 days ago
    Hi guys,
    I have a question about the pricing model based on Hourly Login.
    If I have this sample configuration:
    - Genesys Cloud CX 2 - Hourly pricing model
    - Standalone phone (for example, Audiocodes 400 series)
    - call forwarding to reach out the DID number of an agent

    The login time consider only the ones on Genesys Cloud workspace or also the inbound time spent when the agent pickup the call via standalone phone without log in Genesys Cloud workspace?

    Regards,
    Giuseppina

    #Telephony

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    Giuseppina Casalaro
    Amplifon
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  • 2.  RE: Genesys Cloud CX Hourly Pricing Model with standalone phone

    GENESYS
    Posted 10 days ago

    Hi Giuseppina,

    The meter for Hourly only runs while the agent (user) is logged in to Genesys Cloud.

    When logged out the agent cannot receive any ACD calls. Calls to his personal DID number will go to voicemail, unless a call forward is active. This personal call forward can be set to a "PureCloud Communicate Stand-alone Phone" as in your example. Answering this phone has no impact on Hourly billing (because the agent is not logged in).

    Kind regards,
    Peter

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    Peter Grothauzen
    Genesys - Employees
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  • 3.  RE: Genesys Cloud CX Hourly Pricing Model with standalone phone

    NEW MEMBER
    Posted 10 days ago
    Hi Peter,
    thanks for your explanation.
    I have another 2 questions for you:
    - where I can find the pricing for PureCloud Communicate Stand-alone Phone license?
    - if a call forward is active and the agent pickup the call, this call is reported on Genesys cloud platform? I mean, is it visibile via Performance dashboards? in which one specifically?

    Thank so much for your help.

    Regards,
    Giuseppina


    ------------------------------
    Giuseppina Casalaro
    Amplifon
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  • 4.  RE: Genesys Cloud CX Hourly Pricing Model with standalone phone
    Best Answer

    GENESYS
    Posted 10 days ago

    Hi Giuseppina,

    The pricing question is best answered by your sales contact.

    A "Stand-alone Phone" is just a phone e.g. a physical phone on a table in a meeting room, so not associated to any person. It's "always logged in" for a fixed fee per month.

    For the scenario where someone on the PSTN --> calls the DID of the Agent --> who has call forward active to a Stand-alone Phone --> the Stand-alone phone is answered.

    In this case you will see basic information in the Performance-->Interactions view like:
    external caller, internal phone on which the call was answered, call start and end time, call duration.
    You don't know who picked up the phone, it could be anybody, it's just a phone on a table.


    Regards,
    Peter



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    Peter Grothauzen
    Genesys - Employees
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  • 5.  RE: Genesys Cloud CX Hourly Pricing Model with standalone phone

    NEW MEMBER
    Posted 10 days ago
    Hi Peter,
    your explanation was very useful for my scenario.
    Thank you so much!

    Giuseppina

    ------------------------------
    Giuseppina Casalaro
    Amplifon
    ------------------------------