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            Understanding the Difference Between Service Cloud Voice and Telephony Minutes

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            Understanding the Difference Between Service Cloud Voice and Telephony Minutes

            To better understand the difference between Service Cloud Voice minutes and telephony minutes, let’s look at some scenarios.

            Required Editions

            This article applies to:

            • Service Cloud Voice with Amazon Connect
            View supported editions.
            Scenario Charged Service Cloud Voice Minutes Charged Telephony Minutes
            A one-minute inbound call that uses the IVR system only–it never requires a rep 1 minute 1 minute
            A one-minute outbound call from the rep, regardless if the customer answers 1 minute 1 minute
            A seven-second inbound call, where the customer hangs up before a rep answers

            10 seconds

            Service Cloud Voice minutes are tracked per-second with a minimum of 10 seconds.

            1 minute (60 seconds)

            Telephony minutes are charged per-second with a minimum of 60 seconds.
            An inbound call that’s handled by a rep for one minute, and then is transferred to another rep for another minute

            2 minutes

            • 1 minute for the first rep

            • 1 minute for the second rep

            2 minutes

            • 1 minute for the first rep

            • 1 minute for the second rep
            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

            1 minute

            Because the transferred call is not handled by Service Cloud Voice, those minutes aren’t changed as Service Cloud Voice minutes.

            6 minutes

            • 1 minute for rep handling

            • 5 minutes for the transferred call
             
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