Reconcile your Genesys Cloud Voice invoice against your usage report

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 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. 

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.