Billing Policy

Inbound Operator Minutes: Billable operator minutes are from the time an inbound call is connected to a live operator, and the entire duration of that call while the operator is on the phone handling that call. If the operator has instructions to transfer the caller through to someone, the time while we are dialing outbound is also considered billable operator time. Once the call is successfully patched through and we connect the two callers together, that stops the billable operator time. We do not charge for when an inbound call is waiting to be answered by an operator. Operator minutes are billed in 6 second increments. An example of this is if a call lasts 31 seconds, the billable operator time is rounded up to 36 seconds.

Wrap up time: in some cases, there can be billable wrap up time. An example of this is, when an operator is on a call with a caller and collecting their information to send out a message, and then the caller hangs up before the operator has completed typing the information to be delivered. At that point the call is no longer connected, but the VoiceNation operator is still handling the details of the call to ensure the message gets delivered. This would include things like: finishing up typing in the message, making notes on the account to name a few examples. Since this time can vary call to call, we put a cap on the max wrap up time you can be billed of 60 seconds. So if there is only 10 seconds of wrap up time, you would only be billed 12 seconds of wrap up time. Since this also follows 6 second incremental billing.

Outbound dialing from mobile app: When using the VoiceNation Mobile App on Android or Iphone, it has the capability to make outbound phone calls. This feature does have a cost associated with it of $0.10/minute. It will be reflected on your invoice as a long distance charge. These minutes are not shown or included on your mydashboard.voicenation.com billing minutes.

Dispatching: If your account requires dispatching, the entire time that our agents are attempting to dispatch a call or calls to your employees is considered billable time.  An example of this would be if your account requires us to attempt to reach multiple employees until someone is reached, and we have to dial out to more than one person before we successfully connect the caller, that entire leg of the dispatching attempt would be billable time at rate your plan is agreed to.