Genesys Cloud - Main

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

My customer is using an external IVR platform, so it only going to send calls to the agents when required, I wonder if charges are applicable if no PureCloud IVR exist on this

  Thread closed by the administrator, not accepting new replies.

  • 1.  My customer is using an external IVR platform, so it only going to send calls to the agents when required, I wonder if charges are applicable if no PureCloud IVR exist on this

    Posted 02-22-2018 13:27
    No replies, thread closed.


  • 2.  RE: My customer is using an external IVR platform, so it only going to send calls to the agents when required, I wonder if charges are applicable if no PureCloud IVR exist on this

    Posted 02-23-2018 14:04
    No replies, thread closed.

    Hi Jorge,

     

    Have you taken a look at our Billing FAQs article?

     

    https://help.mypurecloud.com/articles/billing-faqs/

     

    The "What are excess call usage charges?" section might be helpful.

     

    Thank you,

    Clay



  • 3.  RE: My customer is using an external IVR platform, so it only going to send calls to the agents when required, I wonder if charges are applicable if no PureCloud IVR exist on this

    Posted 02-23-2018 14:16
    No replies, thread closed.

    Hi Caly,

     

    Yes, that´s the reason why I am looking for more details about.

    I mean, we are going to proppose PureCloud whitout IVR funcitonallity, this function will be provided for an external IVR, so I need to understand when a call is send from this external IVR to the ACD queue and it is waiting for an agent or music on hold, a time will start countting for? or because no IVR then never consider or consumed minutes assuming that just is waiting within ACD queue?

     

    Please clarify.

     

    Regards and thanks.

    Jorge



  • 4.  RE: My customer is using an external IVR platform, so it only going to send calls to the agents when required, I wonder if charges are applicable if no PureCloud IVR exist on this

    Posted 02-23-2018 14:18
    No replies, thread closed.

    I'll try to find some clarification for you.



  • 5.  RE: My customer is using an external IVR platform, so it only going to send calls to the agents when required, I wonder if charges are applicable if no PureCloud IVR exist on this

    Posted 02-23-2018 14:18
    No replies, thread closed.

    Apologies for the mistake in your name Clay.



  • 6.  RE: My customer is using an external IVR platform, so it only going to send calls to the agents when required, I wonder if charges are applicable if no PureCloud IVR exist on this

    Posted 02-23-2018 14:37
    No replies, thread closed.

    Here's what I learned...

     

    "There are no IVR charges for calls that are in ACD routing, only for calls that are in a PureCloud IVR flow for the duration that they are in that IVR flow."



  • 7.  RE: My customer is using an external IVR platform, so it only going to send calls to the agents when required, I wonder if charges are applicable if no PureCloud IVR exist on this

    Posted 02-23-2018 15:19
    No replies, thread closed.

    Hi Clay, great news!

    Can you please share me the link or official doc in order to support this you said?

    Our customer need to be sure that no additional fees will pay for this scenario.

     

    Thank you!

    Jorge L.



  • 8.  RE: My customer is using an external IVR platform, so it only going to send calls to the agents when required, I wonder if charges are applicable if no PureCloud IVR exist on this

    Posted 02-25-2018 11:55
    No replies, thread closed.

    Hi Jorge,

     

    Here's a link to the documentation, as requested...

     

    https://help.mypurecloud.com/articles/ivr-usage/

     

    Thank you,

    Clay



Related Content