When you’re using Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), it's important to understand
how billing works for IVR utterances, Salesforce Voice minutes, and telephony
minutes.
Required Editions
- Billing for IVR Utterances and Salesforce Voice Minutes
When using Salesforce Voice with Amazon Connect, you’re billed for IVR utterances and Salesforce Voice minutes only if you exceed your purchased allowance. Each Service Cloud Voice with Amazon Connect license grants a user a certain number of IVR utterances and Service Cloud Voice minutes each month. Each month, you can also purchase additional utterances or minutes, if needed.
- Billing for Telephony Minutes
Amazon Connect offers both Direct Inward Dial (DID) and toll-free phone numbers. DID and toll-free phone numbers are charged on a per-day basis.
- Billing Examples and Use Cases
To better understand your org’s billing, it’s important to know the difference between Service Cloud Voice minutes and telephony minutes, which are tracked and billed separately. Service Cloud Voice minutes are prepaid entitlements that cover the core voice infrastructure, including transcription, data streaming, and so on. Telephony minutes are pay-as-you-go charges billed monthly by AWS for the actual connection to the telephony network. Most calls simultaneously consume both types of minutes. However, there are exceptions. For example, if a call is transferred and is no longer handled by Service Cloud Voice, it stops consuming Service Cloud Voice minutes but continues to consume telephony minutes.
