Genesys Cloud - Main

We noticed that STA tokens were being charged to our basic communicate licensed users. They do not have any STA permissions assigned and are not part of any queues or groups. Their calls are not being recorded either.

We have opened a case with Genesys support but were wondering if others have noticed this as well.

Thank you!

Hey Prasanna,

I haven't heard of anyone else reporting this yet. It looks like this issue has been raised with our Billing team. Once Product Support has some more info, they should post it on the case. I am going to keep an eye out for any other reports like this.

We noticed that STA tokens were being charged to our basic communicate licensed users. They do not have any STA permissions assigned and are not part of any queues or groups. Their calls are not being recorded either.

We have opened a case with Genesys support but were wondering if others have noticed this as well.

Thank you!

Great, thanks Jason!

Hey Prasanna,

I haven't heard of anyone else reporting this yet. It looks like this issue has been raised with our Billing team. Once Product Support has some more info, they should post it on the case. I am going to keep an eye out for any other reports like this.

We noticed that STA tokens were being charged to our basic communicate licensed users. They do not have any STA permissions assigned and are not part of any queues or groups. Their calls are not being recorded either.

We have opened a case with Genesys support but were wondering if others have noticed this as well.

Thank you!

Hello,

Same for us here. We are on CX3, and some communicate users (that don't have Speech and Text Analytics permissions assigned), are getting billed via tokens.

Did you manage to find why on your end?

Great, thanks Jason!

Hey Prasanna,

I haven't heard of anyone else reporting this yet. It looks like this issue has been raised with our Billing team. Once Product Support has some more info, they should post it on the case. I am going to keep an eye out for any other reports like this.

We noticed that STA tokens were being charged to our basic communicate licensed users. They do not have any STA permissions assigned and are not part of any queues or groups. Their calls are not being recorded either.

We have opened a case with Genesys support but were wondering if others have noticed this as well.

Thank you!

Hey Bertrand,

We worked with our CSM and had a couple sessions with the Product Manager regarding this issue. They suspected that voicemail transcription might be incorrectly triggering STA add-on charges for Communicate users but could not confirm this with full certainty. They are still investigating it. 

The team also mentioned that if a contact center agent-whose call is being recorded and transcribed-transfers the call to a Communicate user, that user may incur STA token charges. However, this scenario did not apply in our case.

Genesys Support also confirmed that there is an ongoing issue related to STA token usage, which is currently under investigation.

I recommend opening a case with the Support team and also reaching out to your CSM for further assistance.

Hello,

Same for us here. We are on CX3, and some communicate users (that don't have Speech and Text Analytics permissions assigned), are getting billed via tokens.

Did you manage to find why on your end?

Great, thanks Jason!

Hey Prasanna,

I haven't heard of anyone else reporting this yet. It looks like this issue has been raised with our Billing team. Once Product Support has some more info, they should post it on the case. I am going to keep an eye out for any other reports like this.

We noticed that STA tokens were being charged to our basic communicate licensed users. They do not have any STA permissions assigned and are not part of any queues or groups. Their calls are not being recorded either.

We have opened a case with Genesys support but were wondering if others have noticed this as well.

Thank you!

Thanks a lot for the feedback. We also got in touch with our CSM on this.

The scenario you mention regarding the transfer could apply in our case. But if that's the way it works, it will be a blocker for us to keep using this feature, as it will consume too much tokens.

Hey Bertrand,

We worked with our CSM and had a couple sessions with the Product Manager regarding this issue. They suspected that voicemail transcription might be incorrectly triggering STA add-on charges for Communicate users but could not confirm this with full certainty. They are still investigating it. 

The team also mentioned that if a contact center agent-whose call is being recorded and transcribed-transfers the call to a Communicate user, that user may incur STA token charges. However, this scenario did not apply in our case.

Genesys Support also confirmed that there is an ongoing issue related to STA token usage, which is currently under investigation.

I recommend opening a case with the Support team and also reaching out to your CSM for further assistance.

Hello,

Same for us here. We are on CX3, and some communicate users (that don't have Speech and Text Analytics permissions assigned), are getting billed via tokens.

Did you manage to find why on your end?

Great, thanks Jason!

Hey Prasanna,

I haven't heard of anyone else reporting this yet. It looks like this issue has been raised with our Billing team. Once Product Support has some more info, they should post it on the case. I am going to keep an eye out for any other reports like this.

We noticed that STA tokens were being charged to our basic communicate licensed users. They do not have any STA permissions assigned and are not part of any queues or groups. Their calls are not being recorded either.

We have opened a case with Genesys support but were wondering if others have noticed this as well.

Thank you!

We noticed that STA tokens were being charged to our basic communicate licensed users. They do not have any STA permissions assigned and are not part of any queues or groups. Their calls are not being recorded either.

We have opened a case with Genesys support but were wondering if others have noticed this as well.

Thank you!

Hello! The same thing happened to us and we already identified the problem. Once we activated transcription to test a Voice Bot, it began to bill us users, we reviewed and identified that some profiles that are created by default have permissions linked to STA, for example: Master Admin and Developers.
Review the profiles and create personalized ones, removing the permissions that generate STA charges.
You can search in functions/permissions for the roles assigned to them and in the license column it tells you if they use STA.

We noticed that STA tokens were being charged to our basic communicate licensed users. They do not have any STA permissions assigned and are not part of any queues or groups. Their calls are not being recorded either.

We have opened a case with Genesys support but were wondering if others have noticed this as well.

Thank you!

Thank you Marek, I checked the permissions as stated in https://help.mypurecloud.com/articles/add-speech-and-text-analytics-upgrade-add-on-to-your-organization/, under "Preventing unintended billing for STA add-ons": in my case, non of them were assigned to the users that consumed those tokens.

Hello! The same thing happened to us and we already identified the problem. Once we activated transcription to test a Voice Bot, it began to bill us users, we reviewed and identified that some profiles that are created by default have permissions linked to STA, for example: Master Admin and Developers.
Review the profiles and create personalized ones, removing the permissions that generate STA charges.
You can search in functions/permissions for the roles assigned to them and in the license column it tells you if they use STA.

We noticed that STA tokens were being charged to our basic communicate licensed users. They do not have any STA permissions assigned and are not part of any queues or groups. Their calls are not being recorded either.

We have opened a case with Genesys support but were wondering if others have noticed this as well.

Thank you!

If in Administrator - People you search for the user and in the license column it does not indicate: "Genesys Cloud STA Upgrade Add On" contact support.

Thank you Marek, I checked the permissions as stated in https://help.mypurecloud.com/articles/add-speech-and-text-analytics-upgrade-add-on-to-your-organization/, under "Preventing unintended billing for STA add-ons": in my case, non of them were assigned to the users that consumed those tokens.

Hello! The same thing happened to us and we already identified the problem. Once we activated transcription to test a Voice Bot, it began to bill us users, we reviewed and identified that some profiles that are created by default have permissions linked to STA, for example: Master Admin and Developers.
Review the profiles and create personalized ones, removing the permissions that generate STA charges.
You can search in functions/permissions for the roles assigned to them and in the license column it tells you if they use STA.

We noticed that STA tokens were being charged to our basic communicate licensed users. They do not have any STA permissions assigned and are not part of any queues or groups. Their calls are not being recorded either.

We have opened a case with Genesys support but were wondering if others have noticed this as well.

Thank you!