You can reconcile your Genesys Cloud Voice invoice against your usage report. In addition, you can use the filter feature on the Genesys Cloud Voice / 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 Genesys Cloud Voice usage report, you’ll 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. 

When you’re looking at your Genesys Cloud Voice invoice, you’ll see the following types of phone numbers:

  • US Local Number: US phone number that resides within the lower 48 states
  • US Extended local Number: US phone number that resides outside the lower 48 states. This would include Alaska, Hawaii, and US territories.
  • US Toll-free Number: Phone number that begins with one of the following three-digit codes: 800, 888, 877, 866, 855, 844 or 833.
  • Canada Local Number: A local phone number used to originate calls from Canada.
Note: Phone number charges are pro-rated, so any mid-billing-cycle purchases will appear with a charge that is lower than the standard price. This could result in multiple lines on the invoice that all have the same description, but different quantities and rates. After a full month of service, all numbers will reflect the monthly recurring charge.

Filter your usage report

After you download your usage report, you can use your spreadsheet’s filter feature to filter the report to match the line items/descriptions on your invoice. The following tables contain details on what items you should use to create your filters.

United states

Usage Description Direction Call type Usage group
US Inbound Calling Service Inbound call received within the lower US 48 states. Inbound

Interstate

Intrastate

International

 US
US Toll-free Inbound Calling Service Inbound call received to a US toll-free number. Inbound Toll-free US
US Extended Toll-free Inbound Calling Service Inbound call received from outside lower US 48 states. This includes Alaska, Hawaii, Puerto Rico, and the US territories. Inbound

Toll-free

and

International

≠ US

and

ZZ†
US Outbound Calling Service Outbound call placed from a US local number destined to a US local or toll-free Number. Outbound

Interstate

Intrastate

International

Toll-free

 US
US Extended Outbound Calling Service Outbound call placed from a US extended local number destined to either a US local number or US extended local number. Outbound

Interstate

Intrastate

International

US_AK

US_HI

US_PR

US_VI
US International Outbound Calling Service Outbound call placed from a US local number destined to an international phone number. Outbound International

≠ US

≠ US_AK

≠ US_HI

≠ US_PR

≠ US_VI”

≠ NANP_TF

† – Usage group ZZ is for international calls to or from calling zones not listed in GCV’s standard calling plan.

Canada

Usage Description Direction Call type Usage group
Canada On-Net Calling Outbound call placed from a Canada phone number to a Canada phone number. Outbound International CA
Canada Extended Outbound Calling Outbound call placed from a Canada phone number to a US phone number. Outbound

Interstate

Intrastate

International

 ≠ CA
Canada Extended Inbound Calling Inbound call placed from a US phone number to a Canada phone number. Inbound

Interstate

Intrastate

International

US

US_Mobile
Canada Toll-free Inbound Calling Inbound call placed from a Canada phone number to a toll-free Number. Inbound Toll-free CA
Canada Extended Toll-free Inbound Calling Inbound Call placed from a US territory, Alaska or Hawaii phone number to a toll-free number. Inbound Toll-free ≠ CA

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 “US” 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. 

To reconcile NRC/MRC:

local Number – Prepay

  1. Access the Genesys Cloud 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 Genesys Cloud 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 Genesys Cloud 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 Genesys Cloud 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 Genesys Cloud 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 Genesys Cloud 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 Genesys Cloud 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

To reconcile the Short Duration Call Surcharge QTY

  1. Access your Genesys Cloud 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