Reconcile your Genesys Cloud Voice invoice against your usage report

AI-generated summary

Genesys Cloud Voice provides comprehensive invoice reconciliation functionality that enables users to verify communication charges by comparing Call Detail Records (CDR) with invoice line items through detailed filtering and reporting capabilities. The platform manages billing for multiple phone number types including US local, extended local (Alaska, Hawaii, US territories), toll-free, and Canadian numbers, supporting both inbound and outbound calling services across the United States, Canada, and international regions. Usage charges encompass calling service fees, non-recurring setup charges for toll-free and DID numbers, monthly recurring charges, and short duration call surcharges. Users can reconcile outbound calling service, inbound calling service, and extended outbound calling service records through downloadable usage reports with spreadsheet filtering options. Monthly recurring and non-recurring charges require separate reconciliation via the Number Management page, as these do not appear in call detail records. Pro-rated charges apply to mid-billing-cycle purchases, potentially resulting in multiple invoice lines with identical descriptions but varying quantities and rates. Usage is categorized by direction (inbound/outbound), call type (interstate, intrastate, international, toll-free), and geography. United States usage includes inbound calling services for the lower 48 states and toll-free numbers, extended toll-free services for Alaska, Hawaii, Puerto Rico, and US territories, outbound calling services for US local and toll-free destinations, extended outbound services for US extended local numbers, and international outbound services. Canada usage encompasses on-net calling between Canadian numbers, extended outbound calling to US numbers, extended inbound calling from US numbers, and toll-free inbound services. Rate verification is available through the Voice/Number Management page with region-specific pricing documentation. For outbound and inbound calling services, users can search by country name associated with the NPA (Area Code) in the Destination column to determine applicable charges. For toll-free calls, users identify the NPA from inbound calls in the Origin column and reference the pricing article by region and country. Short duration call surcharges can be identified in filtered usage reports by isolating outbound calls with adjusted durations of 6 seconds or less and non-zero usage rates. The Conversation ID serves as a unique identifier for each interaction and is available in both GCV and BYOC usage reports for filtering purposes, enabling individual call-level traceability and correlation with specific interaction records in the Campaign Interactions Detail view. Additional resources address billing cycles, usage report downloads, taxation, large file handling, and invoice explanation materials to support comprehensive billing reconciliation and cost management.

You can reconcile your Genesys Cloud Voice invoice against your usage report. In addition, you can use the filter feature on the Number Management page to check the phone numbers that appear on the invoice.

The total usage charges on your invoice include the following:

Calling service charges
Non-recurring charges (set up fees) for toll-free and DID numbers
Monthly recurring charges for toll-fee and DID numbers
Short duration call surcharge

When you’re viewing your Genesys Cloud Voice usage report, you’ll see records that correspond to:

Outbound calling service
Inbound calling service
Extended outbound calling service.

Note: Monthly recurring and non-recurring charges are not included in call detail records and must be reconciled separately by looking at the Number Management page.

When you’re looking at your Genesys Cloud Voice invoice, you’ll see the following types of phone numbers:

US Local Number: US phone number that resides within the lower 48 states.
US Extended local Number: US phone number that resides outside the lower 48 states. This includes Alaska, Hawaii, and US territories.
US Toll-free Number: Phone number that begins with one of the following three-digit codes: 800, 888, 877, 866, 855, 844 or 833.
Canada Local Number: A local phone number used to originate calls from Canada.

Note: Phone number charges are pro-rated, so any mid-billing-cycle purchases will appear with a charge that is lower than the standard price. This could result in multiple lines on the invoice that all have the same description, but different quantities and rates. After a full month of service, all numbers will reflect the monthly recurring charge.

Filter your usage report

After you download your usage report, you can use your spreadsheet’s filter feature to filter the report to match the line items/descriptions on your invoice. The following tables contain details on what items you should use to create your filters.

Note: When you’re viewing your Genesys Cloud Voice usage report, you will see records that correspond to: Conversation ID. The Conversation ID is a unique identifier for each interaction in Genesys Cloud. Under filters for interactions in the , the Conversation ID filters interactions matching the specific Conversation ID during the specified date range. This Conversation ID identifier is available in the GCV and BYOC usage report. The field can be used for traceability at the individual-call level, allowing for further drill-down and to tie back specific Conversation IDs on the usage report to corresponding interaction records in the Campaign Interactions Detail view.

United States

Usage	Description	Direction	Call type	Usage group
US Inbound Calling Service	Inbound call received within the lower US 48 states.	Inbound	Interstate Intrastate International	US
US Toll-free Inbound Calling Service	Inbound call received to a US toll-free number.	Inbound	Toll-free	US
US Extended Toll-free Inbound Calling Service	Inbound call received from outside lower US 48 states. This includes Alaska, Hawaii, Puerto Rico, and the US territories.	Inbound	Toll-free and International	≠ US and ZZ^†
US Outbound Calling Service	Outbound call placed from a US local number destined to a US local or toll-free Number.	Outbound	Interstate Intrastate International Toll-free	US
US Extended Outbound Calling Service	Outbound call placed from a US extended local number destined to either a US local number or US extended local number.	Outbound	Interstate Intrastate International	US_AK US_HI US_PR US_VI
US International Outbound Calling Service	Outbound call placed from a US local number destined to an international phone number.	Outbound	International	≠ US ≠ US_AK ≠ US_HI ≠ US_PR ≠ US_VI” ≠ NANP_TF

† – Usage group ZZ is for international calls to or from calling zones not listed in GCV’s standard calling plan.

Canada

Usage	Description	Direction	Call type	Usage group
Canada On-Net Calling	Outbound call placed from a Canada phone number to a Canada phone number.	Outbound	International	CA
Canada Extended Outbound Calling	Outbound call placed from a Canada phone number to a US phone number.	Outbound	Interstate Intrastate International	≠ CA
Canada Extended Inbound Calling	Inbound call placed from a US phone number to a Canada phone number.	Inbound	Interstate Intrastate International	US US_Mobile
Canada Toll-free Inbound Calling	Inbound call placed from a Canada phone number to a toll-free Number.	Inbound	Toll-free	CA
Canada Extended Toll-free Inbound Calling	Inbound Call placed from a US territory, Alaska, or Hawaii phone number to a toll-free number.	Inbound	Toll-free	≠ CA

Telco usage charges

To reconcile the Telco Usage Charges section of the invoice to the Call Detail Record (CDR):

The number in the CDR Total Cost column will match the total of the numbers in the “Extended Outbound Calling Service” + “Inbound Calling Service” + “Outbound Calling Service” rows in the invoice.

Note: For the invoice rows, there might be a “US” and “International” breakout.

Non-recurring and monthly recurring charges

The Telco Usage Charges section of the invoice includes non-recurring charges (NRC) and monthly recurring charges (MRC) that are not reflected in the CDR detail.

To reconcile NRC/MRC:

Local Number – Prepay

Access the Genesys Cloud Voice / Number Management page and take note of the total number of DID and toll-free numbers you own.
This number should match the number listed on the invoice under the Qty column.

Outbound calling service rate calculation

Access your Genesys Cloud Voice usage report and take note of the NPA (Area Code) in the Destination column where the direction is listed as Outbound.
Access the Genesys Cloud Voice pricing article.
Select your region.
Click the Outbound Usage Charges link.
In the Search box, enter the country name associated with the NPA you noted in step 1.
You’ll then see the rate for that country.

Inbound calling service rate calculation

DID

Access your Genesys Cloud Voice usage report and take note of the NPA (Area Code) in the Destination column where the direction is listed as Inbound.
Access the Genesys Cloud Voice pricing article.
Select your region.
Click the Number purchase and usage charges link.
In the Search box, enter the country name associated with the NPA you noted in step 1.
You’ll then see the rate for that country.

Toll-free

Access your Genesys Cloud Voice usage report and take note of the NPA (Area Code) in the Origin column where the direction is listed as Inbound.
Access the Genesys Cloud Voice pricing article.
Select your region.
Click the Number purchase and usage charges link.
In the Search box, enter the country name associated with the NPA you noted in step 1.
You’ll then see the rate for that country.

Short duration call surcharge

To reconcile the Short Duration Call Surcharge QTY, follow these steps:

Access your Genesys Cloud Voice usage report.
Filter for the following:
- Direction = OUTBOUND
- Adjusted Duration (Seconds) = 6
- Usage Rate Per Minute != 0
The number of rows displayed –1 will match the QTY in the invoice.

Note: To determine when a surcharge will apply to a short duration call, see the following:

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