---
schema_version: "1"
id: 6dd3616e2f374697f30aa75d99fae7211bb2eb245521254fa94470acbcf1bcca
title: Understanding the Difference Between Salesforce Voice and Telephony Minutes
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_amazon_difference_between_minutes.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_amazon_difference_between_minutes.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 50bad62e4a45c5816a9219f579525b5041f8f60c6ad2aaef5b350a42c412b778
description: To better understand the difference between Salesforce Voice minutes and telephony minutes, let’s look at some scenarios.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Understanding the Difference Between Salesforce Voice and Telephony Minutes

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d17906e69">Scenario</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d17906e72">Charged Salesforce Voice Minutes</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d17906e75">Charged Telephony Minutes</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e69 ">A one-minute inbound call that uses the IVR system only–it never requires a
            rep</td>

          <td data-label="Charged Salesforce Voice Minutes" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e72 ">1 minute</td>

          <td data-label="Charged Telephony Minutes" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e75 ">1 minute</td>

        </tr>
        <tr class="">
          <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e69 ">A one-minute outbound call from the rep, regardless if the customer
            answers</td>

          <td data-label="Charged Salesforce Voice Minutes" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e72 ">1 minute</td>

          <td data-label="Charged Telephony Minutes" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e75 ">1 minute</td>

        </tr>
        <tr class="">
          <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e69 ">A seven-second inbound call, where the customer hangs up before a rep answers</td>

          <td data-label="Charged Salesforce Voice Minutes" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e72 ">
            <p>10 seconds</p>
            <p style="margin-bottom:0;">Salesforce Voice minutes are tracked per-second with a minimum of 10 seconds.</p>
          </td>

          <td data-label="Charged Telephony Minutes" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e75 ">
            <p>1 minute (60 seconds)</p>
            <p style="margin-bottom:0;">Telephony minutes are charged per-second with a minimum of 60 seconds.</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e69 ">An inbound call that’s handled by a rep for one minute, and then is transferred
            to another rep for another minute</td>

          <td data-label="Charged Salesforce Voice Minutes" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e72 ">
            <p dir="ltr">2 minutes </p>
            <ul>
              <li dir="ltr">
                <p dir="ltr">1 minute for the first rep</p>
              </li>

              <li dir="ltr">
                <p dir="ltr">1 minute for the second rep</p>
              </li>

            </ul>
          </td>

          <td data-label="Charged Telephony Minutes" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e75 ">
            <p dir="ltr">2 minutes </p>
            <ul>
              <li dir="ltr">
                <p dir="ltr">1 minute for the first rep</p>
              </li>

              <li dir="ltr">
                <p dir="ltr">1 minute for the second rep</p>
              </li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e69 ">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</td>

          <td data-label="Charged Salesforce Voice Minutes" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e72 ">
            <p dir="ltr">1 minute</p>
            <p style="margin-bottom:0;" dir="ltr">Because the transferred call is not handled by Salesforce Voice, those
              minutes aren’t changed as Salesforce Voice minutes.</p>
          </td>

          <td data-label="Charged Telephony Minutes" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e75 ">
            <p dir="ltr">6 minutes</p>
            <ul>
              <li dir="ltr">
                <p dir="ltr">1 minute for rep handling</p>
              </li>

              <li dir="ltr">
                <p dir="ltr">5 minutes for the transferred call</p>
              </li>

            </ul>
          </td>

        </tr>
      </tbody>
    </table>