FAQs: PureCloud Voice


What are the PureCloud Voice outbound international calling rates?

Refer to the PureCloud Voice pricing article for details.

What is the PureCloud Voice pricing for the U.S. and Canada?

Refer to the PureCloud Voice pricing article for details.

What is the PureCloud Voice billing increment for Canada inbound/outbound/toll-free usage charges?

The billing increment is 6 seconds.

What is the PureCloud Voice billing minimum for Canada inbound toll-free usage charges?

The billing minimum is 30 seconds.

What is the PureCloud Voice billing minimum for Canada outbound usage charges?

Within Canada (On-Net) the billing minimum is 6 seconds. Within Canada (Off-Net) [More]

What is the PureCloud Voice billing minimum for Canada inbound usage charges?

Within Canada (On-Net) the billing minimum is 6 seconds. Within Canada (Off-Net) [More]

What is the PureCloud Voice billing increment for UK?

The billing increment is 6 seconds.

What is the PureCloud Voice billing minimum for UK inbound/outbound/inbound toll-free usage charges?

The billing minimum for the UK is 30 seconds.

What is the PureCloud Voice billing increment for US and Canada usage charges?

The billing increment is 6 seconds.

What is the PureCloud Voice billing minimum for US and Canada inbound toll-free usage charges?

For Canada, the billing minimum is 30 seconds. For everywhere else, the [More]

What is the PureCloud Voice billing minimum for US and Canada inbound/outbound usage charges?

For the contiguous US, the billing minimum is 6 seconds. For everywhere [More]

Are all PureCloud Voice calls billed regardless of whether they are answered by the customer?

No. Only calls answered by the customer’s IVR system, an agent, or [More]

Does it matter what number is sent to E911?

Yes. The number that is sent to the E911 operator as the [More]

Which address is being used for a call to Emergency Services?

That depends on where your organization is located. USA In the United [More]

If I change the location associated with a site, will this temporarily impact my service?

No. Changing the location associated with a site will not impact service. [More]

If I create a new location, should I then delete my existing location?

If you are no longer using a location it can always be [More]

If I create a new location and use the same main/emergency number, will Emergency Services be apprised/aware of the address change?

Yes. Emergency Services updates are handled automatically by PureCloud.

Can I create a new location and keep the same main/emergency number as my existing location?

No. Not while the number is still assigned to the existing location. [More]

When setting up a location for PureCloud Voice, how can I tell if the number I specify as the Emergency Number is emergency services capable?

You can determine if a PureCloud Voice number is emergency services capable [More]

Does PureCloud Voice support Enhanced 911 (E911)?

Yes. PureCloud Voice supports the Enhanced 911 service (E911). E911 services are [More]

What do NRC and MRC mean?

These acronyms appear in the tables that list the PureCloud Voice number [More]

Are there any limitations to using PureCloud Voice in EMEA with the outbound dialing campaign feature?

Yes. If you are using PureCloud Voice in EMEA, you need to [More]

What happens when the user flags the call? Can I as an administrator see the flag in reports? Or is it just information for Genesys?

In Performance > Interactions, PureCloud Supervisors can see that an agent or [More]

How can I view data about my PureCloud usage?

You can download your usage reports to see details about prior usage. [More]

How do I port numbers out of PureCloud Voice?

For information, see Port numbers out of PureCloud Voice.