Frequently Asked Billing Questions for Service Cloud Voice with Amazon Connect

When can I expect my invoice?

For IVR utterances and Service Cloud Voice minutes, you receive an invoice only if you exceed your annual purchased allowance. You receive a monthly statement about Voice minutes and IVR utterances consumption through email.

If your consumption exceeds your contractual Voice minutes or IVR utterances, you receive an overage invoice through an email.

For telephony minutes, we tabulate usage charges monthly in arrears and send invoices within the first 5-10 days of the following month. The invoice specifies any applicable taxes and government fees.

How can I pay my invoice?

For telephony minute invoices, you can pay with a wire transfer or check only.

For Service Cloud Voice minutes or IVR utterance invoices, you can pay with any payment method.

When will I receive the invoice for the balance of the month if my telephony invoice is for a partial month?

During any month in which your telephony service is partially covered by two agreements, the service dates in the invoice show for the service period up until the end date of the first (expiring) agreement only, but the charges are for the full month. You might have two agreements in the same month if one contract is expiring and a second contract covers the balance of the month, which happens with renewals and extensions.

Do telephony minutes invoices apply to courtesy contracts?

Yes, telephony minutes are billed monthly in arrears for all customers, regardless of whether the contract is a courtesy or not.

What are these additional taxes and regulatory fees on my invoice?

Starting March 1, 2025, the bill for US-based customers may include emergency calling (911/988) fees for Amazon Connect, billed monthly in arrears. Emergency calling fee calculations vary by jurisdiction. Most areas base fees on outbound-enabled claimed phone numbers (lines), while some charge for all claimed phone numbers. Fees are generally charged for each phone number. For implementations with hundreds or thousands of claimed numbers, these fees can add up.

Assessment of emergency calling fees are in line with state, county, and city regulations. For US customers, fees for emergency calling are determined by the Salesforce billing address associated with your AWS account by default. We recommend that US customers update their AWS subaccount billing address to use their company address. For customers outside the US, make sure your tax registration is accurate so that you are invoiced appropriately. To learn more about these and other telecommunications taxes and fees, see this AWS guide: Telecommunication Services.

How do I view a breakdown of the invoices I have received?

Use our reports to get a detailed breakdown of your invoices.

Service Cloud Voice Minutes Report: The report provides details about the historical consumption patterns of your Voice minutes.

Service Cloud IVR Report: The report provides details about your IVR utterances consumption.

Service Cloud Voice Usage and Cost Report: The report provides details about your telephony minutes consumption. You can also export this report to CSV for an in-depth analysis.

Why have my telephony charges increased this time even though my call volumes and contact centers have remained almost the same?

Even if your call volumes and contact centers have remained consistent, telephony charges can vary from month to month due to several factors such as variations in international calls versus domestic calls, inbound or outbound call volume variances, and phone number type changes such as migrating from a DID (Direct Inward Dialing) number to a toll-free number. See Best Practices for Service Cloud Voice for more information about how these factors affect your telephony charges.

For in-depth information about your telephony minutes invoice, see the Voice Usage and Cost Report available in Salesforce Reports for Amazon Connect Usage and Billing.

What are these extra services showing up in my Voice Cost and Usage report?

Depending on your usage and any additional services SKU you have purchased, extra AWS services are listed in your report and in your monthly invoice. You are charged for these services only if they have a corresponding non-zero value in the charge column.

Why am I being billed for overages?

If your cumulative contractual Service Cloud Voice minutes or IVR (Interactive Voice Response) utterances exceed at any point in time, that is, you use more Voice minutes or IVR interactions than what is included in your plan, you are billed for overages.

To avoid overages in the future, use the Service Cloud Voice Minutes Report to monitor your monthly invoice and keep track of the remaining Service Cloud Voice minutes.

That’s fine, but I do not want to wait till the end of the month to view my utilized Service Cloud Voice minutes report. What can I do?

Use the Service Cloud Voice Minutes Report, which provides consumption data dating back 2 days. You can combine this information with your monthly Voice minutes for a better understanding of your utilization.

I still think I am being overcharged. What is wrong?

Your charges and consumption are aggregated across your Salesforce orgs in which you created contact centers, both production and sandbox orgs. Check whether any other orgs and contact centers are showing data related to Voice minutes or telephony minutes that can be leading to higher invoices for you.

Review your configuration to make sure that you have configured the entities correctly, because incorrectly configured entities, although not used in calls, can result in charges. Incorrectly configured queues and callbacks can contribute to your voice minutes consumption. For example, incorrectly configured queue wait times and callbacks can contribute to outliers such as high queue wait times.

For more information about Amazon Connect metrics, see the list of metrics.

If you still believe you are being overcharged, contact Salesforce Customer Support for more information.