Inbound Operator Minutes: Billable operator minutes are measured from the time an inbound call is connected to a live operator, through the entire duration of that call while the operator is on the phone. If the operator has instructions to transfer the caller through to someone, the time while the operator is dialing outbound is also considered billable operator time. Once the call is successfully patched through to the recipient and the operator connects the two together, that stops the billable operator time. We do not charge for the time during which an inbound call is waiting to be answered by an operator.
Wrap-up Time: In some cases, there can be billable Wrap-up Time expended by the operator. An example of this is, when an operator is on a call 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 full message is transcribed and delivered. Wrap-up Time may include but is not limited to activities such as: finishing up typing in the message and/or making notes on the account. Since Wrap-up Time can vary from call to call, we have placed a cap on the maximum Wrap-up Time for which you can be billed up to 180 seconds per call.
Outbound dialing from the mobile app: When using the VoiceNation mobile app on Android or iPhone, you have the capability to make outbound phone calls using the app. 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 you or 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 answers, 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 the rates applicable to your plan.
Rounding: When calculating the total billable time for a call, we add up the Inbound Operator Time, the Wrap-up Time and the Dispatching Time, then round the call time up to the nearest 30-second increment. For example, a call that lasts for 62 seconds, then has 8 seconds of Wrap-up Time, will be billed at 90 seconds. However, if the billable time is less than 15 seconds, it is rounded to 15 seconds. At the end of the invoice period, we will total up all the billable seconds and round up to the nearest minute.
