FAQs: PureCloud Voice


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.

Can we implement our own STUN/TURN server to proxy connections to PureCloud?

No. There is currently no way to use a private STUN/TURN server. [More]

When does the PureCloud Voice billing cycle start and end?

The PureCloud Voice billing cycle begins and ends at 7:00 UTC time. [More]