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Cloud CX licenses are no longer billed during the ramp period

NOTE: Refer to your Services Order for details on billing for Cloud CX software, telco usage, messaging, taxes, third-party product fees, and App Foundry charges.

In a concurrent licensing model, Genesys charges for the maximum number (peak) of concurrent (simultaneous) users during a billing period.

To support shift changes, we disregard usage peaks shorter than 30 minutes in duration.

The charges reflect the highest Cloud CX level license that users were assigned during the billing period. Concurrent billing in Cloud CX is limited to organizations that are contained within a single geographic region and they are billed separately for each region.

All feature functionality remains the same as the Cloud CX 1, 2, or 3 named and concurrent offers, but now you can choose contracting types where you are billed at an hourly rate for the total duration of time users are logged in to Cloud CX.

After a subscription has been purchased, any admin with the ‘billing subscription’ permission can use the Subscription Admin tool to see how many of each user type license is in use.

You can also run a report to see the historical usage of each license and the users

Cloud CX 1, 2, and 3 can be licensed as either a named user or a concurrent user.

Cloud CX does not support mixing named and concurrent users for Cloud CX contact center.

Cloud CX does support adding digital channels or advanced workforce engagement capabilities to a subset of users within Cloud CX 1 or 2. 

Prerequisites

Any of the following Billing permissions:

• Billing > All Permissions
• Billing > Subscription > Add
• Billing > Subscription > View

You can download your bill at any time. Charges in your bill are based on your activation date. The charges shown reflect what you have incurred from the beginning of your current billing cycle through the previous day’s usage.

For example, suppose you activate Cloud CX on October 21:

• Your billing cycle is from October 21 to November 21.
• If you view your bill on November 19, then you see all the charges from October 21 to November 18.  
• If you view your bill on November 24, you see all your charges from November 22 to November 23.

Proceed with the following to download your bill invoice.

1. Go to Admin > Account Settings > Subscription.
2. Click Download Bill (PDF).
   
3. On the Invoices tab, specify your date range.
4. Click Download Bill.
5. Check your Downloads folder for your report.

All non-recurring charges are invoiced immediately after your order is placed. Invoices for hardware are sent after your hardware ships.

Annual pre-pay subscriptions

Your annual subscription invoice is sent after you place your order.

During your ramp period, you receive monthly invoices for the actual charges billed in arrears.

After the ramp, you receive monthly invoices only if there is usage beyond the contractual commitment.

Annual monthly subscriptions

You receive your service invoices monthly during the ramp period for the actual charges billed in arrears.

At the end of the ramp period, your invoice includes the actual charges for the prior period and your pre-pay based upon your committed number of users.

You continue to receive monthly invoices during your subscription period for your pre-pay commitment.

Any usage beyond your established (pre-paid) commitment is included on the invoice and is billed in arrears based on actual usage for the previous billing period.

Monthly subscriptions

Please contact your Customer Success Manager (CSM) to assist with any service changes.

If you have elected an annual subscription with monthly billing, we invoice you at the start of each billing cycle.

This invoice is so you can prepay for the committed or contracted number of users.

Users that are not shown as prepay on the invoice represent actual users that were active on the platform beyond the committed number.

These users were active on the platform in the previous billing cycle, or during the service dates listed in the Billing Details section.

Check out this YouTube video breakdown:

• https://youtu.be/kbyay4lyFpY

Your Cloud CX invoice includes all the items on your Cloud CX subscription, including user licenses (both pre-paid and overage), device charges, resource charges, telco usage charges and applicable taxes. 

Billing details

• Payable in: Customer’s currency for payment
• Payment Terms: “Net 30″ indicates that full payment is expected within 30 days. 
• Service Period: The dates of service for which usage is being billed. 
• Description: Name of the product. 
• Qty: Quantity of the product consumed during the service period.
• Rate: Per Unit Rate for the product
• Amount: Total amount for the line item 

Core services and fees

These include your user licenses for Cloud CX 1/2/3, Communicate, and apps / add-ons to Cloud CX purchased via the AppFoundry.

Genesys Cloud CX User vs. Genesys Cloud CX User – Prepay: Your invoice may contain both “User” and “User – Prepay” line items for products that have pre-paid and overage rates. 

Genesys Cloud CX User: Number of Cloud CX users to be paid in the billing cycle at the overage (non-prepay) rate

Genesys Cloud CX User – Prepay: Number of Cloud CX users to be paid in the billing cycle at the pre-pay rate

Resource charges

These include any IVR Overage or Data Storage charges for usage in the period above the Fair Use Policy, as well as SMS & Messaging charges (Cloud CX 3 and Cloud CX 2 customers).

Your Cloud CX subscription comes with an allocation of monthly included IVR minutes and Data Storage. 

• IVR allocations are described in detail here: Fair use routing usage charges. 
• Data Storage allocations are described in detail here: Fair use data storage usage and charges.  
• Public API usage charges are described in detail here: Fair use API on-demand charges.
• SMS messages are billed per message sent or received. ACD messaging is billed per conversation.  
• SMS and ACD Messaging rates and charges are described here: ACD messaging and SMS pricing.

Device charge

These include charges for Physical Edges, Virtual Edges, Phones, or other physical devices that may be included on your subscription.

Telco Usage Charges: These charges include Toll-Free Calling Service, Inbound and Outbound Calling Service, Call Surcharges and Number Setup Charges. Telco Usage Charges and bill reconciliation processes are described in detail here: Reconcile your Cloud CX Voice invoice against your usage report.

Taxes and Fees: These include federal, state, and local taxes and fees that apply to your Cloud CX charges. 

Finding Cloud CX usage information 

You can view your billing and usage summary inside of Cloud CX as described here.

The subscription area will show you the Users, Devices and Resources that you are consuming including contracted (committed) and overage amounts. 

Understanding committed users

Question: I committed to 20 users, and only used 10, why I am still being billed for 20?  

You will be billed for at least your committed user amount, regardless of actual usage. Any users over the committed amount are billed at an overage rate. 

Understanding ramp billing

Question: I am in the ramp period, why does my invoice have 20 prepay on it?  

On your last invoice during the ramp period, you will start being invoiced for your prepay users. 

Understanding resource overages

Question: I had 3671 GB of overage storage. Where do I see my usage?

1. Go to Admin > Subscription > Download Usage Report.
2. Click Resources Usage Report.

Understanding license usage

Question: I had 25 Cloud CX 2 Users and 10 Cloud CX 2 User-Prepay. Where do I see my usage?

Prerequisites

Any of the following billing permissions:

• Billing > All Permissions
• Billing > Subscription > Add
• Billing > Subscription > View

Download your reports

1. In Cloud CX, go to Admin > Account Settings > Subscriptions > Download Usage Report.
2. On the Usage Data tab, specify the date range.
3. Select the type of report.
4. Click Download Usage Data.
5. The file will download to your Downloads folder.

Usage breakdown in reports

Your usage is based on your activation date. The data available is based on the previous day’s usage. 

For example, suppose that you activate Cloud CX on October 21, 2017:

• Cloud CX tracks your usage data from October 21 to November 21.
• If you view your usage data on November 19, then you see all data from October 21 to November 18. 
• If you view your usage data on November 24, then you see all data from November 22 to November 23.

Available reports

Billable Usage

Tracks your charges for your Cloud CX usage during the date range that you specify.

The report organizes usage charges by: Charge name (license type), Entity (user email or device ID), and Timestamp (date/time in UTC of the first billable login during current billing cycle).

• Example Billable Usage report

Concurrent Usage

Displays the peak number of concurrent users that log in to Cloud CX per day during the date range.

For each day, the report shows the peak concurrent users for that day and the number of minutes that the peak concurrent users log in.

• Example Concurrent Usage report

Resources Usage

Tracks your organization’s consumption of billable Cloud CX resources, including IVR overage minutes and data storage overages, SMS/Messaging (Cloud CX 3 and Cloud CX 2), API Overage charges, and BYOC charges.

This report includes the quantity of each billable resource consumed during the period by day.

• Example Resources Usage report

Cloud CX Voice and BYOC Cloud CX Usage

Tracks your organization's consumption of Cloud CX Voice services, including information about call origin and destination, and the type of call.

• Example Cloud CX Voice Usage report

User Hour Usage

This report includes a row for each logged in user for each day of the billing cycle, with their logged in duration in the format HOURS:MINUTES:SECONDS:MILLISECONDS.

• Example of User Hour Usage report

You can reconcile your Cloud CX Voice invoice against your usage report.

In addition, you can use the filter feature on the Cloud CX Voice or Number Management page to check the phone numbers that appear on the invoice.

The total usage charges on your invoice include the following: 

• Calling service charges
• Non-recurring charges (set up fees) for toll-free and DID numbers
• Monthly recurring charges for toll -fee and DID numbers
• Short duration call surcharge

When you’re looking at your Cloud CX Voice usage report, you will see records that correspond to

• Outbound calling service
• Inbound calling service
• Extended outbound calling service.

NOTE: Monthly recurring and non-recurring charges are not included in call detail records and must be reconciled separately by looking at the Number Management page. 

Telco usage charges

To reconcile the Telco Usage Charges section of the invoice to the Call Detail Record (CDR):

The number in the CDR Total Cost column will match total of the numbers in the Extended Outbound Calling Service + Inbound Calling Service + Outbound Calling Service rows in the invoice.

NOTE: For the invoice rows there might be a U.S. and International breakout.

Non-recurring and monthly-recurring charges

The Telco Usage Charges section of the invoice includes non-recurring charges (NRC) and monthly recurring charges (MRC) that are not reflected in the CDR detail. 

See below to reconcile NRC/MRC.

Local Number – Prepay

1. Access the Cloud CX Voice / Number Management page and take note of the total number of DID and toll-free numbers you own.
2. This number should match the number listed on the invoice under the Qty column.

Outbound calling service rate calculation

1. Access your Cloud CX Voice usage report and take note of the NPA (Area Code) in the Destination column where the direction is listed as Outbound.
2. Access the Cloud CX Voice pricing article.
3. Select your region.
4. Click the Outbound Usage Charges link.
5. In the Search box, enter the country name associated with the NPA you noted in step 1.
6. You’ll then see rate for that country.

Inbound calling service rate calculation

DID

1. Access your Cloud CX Voice usage report and take note of the NPA (Area Code) in the Destination column where the direction is listed as Inbound. 
2. Access the Cloud CX Voice pricing article.
3. Select your region.
4. Click the Number purchase and usage charges link.
5. In the Search box, enter the country name associated with the NPA you noted in step 1. 
6. You’ll then see rate for that country.

Toll-free

1. Access your Cloud CX Voice usage report and take note of the NPA (Area Code) in the Origin column where the direction is listed as Inbound. 
2. Access the Cloud CX Voice pricing article.
3. Select your region.
4. Click the Number purchase and usage charges link.
5. In the Search box, enter the country name associated with the NPA you noted in step 1. 
6. You’ll then see rate for that country.

Short duration call surcharge

Process to reconcile the Short Duration Call Surcharge QTY.

1. Access your Cloud CX Voice usage report.
2. Filter for the following:
   • Direction = OUTBOUND
   • Adjusted Duration (Seconds) = 6
   • Usage Rate Per Minute != 0.
3. The number of rows displayed –1 will match the QTY in the invoice.

NOTE: To determine when a surcharge will apply to a short duration call, see also: 

• Do short duration calls and surcharges apply to outbound dialing calls? 
• Do short duration surcharges apply to outbound international calls?
• Do short duration surcharges apply to inbound calls?