To better understand the difference between Salesforce Voice minutes and telephony minutes, let’s look at some scenarios.
Required Editions
This article applies to:
- Salesforce Voice with Amazon Connect
| View supported editions. |
| Scenario | Charged Salesforce Voice Minutes | Charged Telephony Minutes |
|---|---|---|
| A one-minute inbound call that uses the IVR system only–it never requires a rep | 1 minute | 1 minute |
| A one-minute outbound call from the rep, regardless if the customer answers | 1 minute | 1 minute |
| A seven-second inbound call, where the customer hangs up before a rep answers |
10 seconds Salesforce Voice minutes are tracked per-second with a minimum of 10 seconds. |
1 minute (60 seconds) Telephony minutes are charged per-second with a minimum of 60 seconds. |
| An inbound call that’s handled by a rep for one minute, and then is transferred to another rep for another minute |
2 minutes
|
2 minutes
|
| An inbound call is handled by a rep for one minute, and then is transferred outside of the organization, where that call lasts for 5 minutes |
1 minute Because the transferred call is not handled by Salesforce Voice, those minutes aren’t changed as Salesforce Voice minutes. |
6 minutes
|