Understanding Patch and IVR Minutes
While reviewing your monthly invoices, you may see additional charges for patch and/or IVR minutes. Below is a break down of what those charges mean and how they accrue.
Advanced IVR: Advanced IVRs are billed at $0.15/minute, starting from when the IVR begins to when the caller is finished interacting with it. This includes the duration of any recordings and/or actions that you have programmed within the IVR, such as transferring, voicemail, etc. No additional fees are billed for Simple IVRs, which include press 1 / press 2 options routed directly to SAS scripts.
Patch: Warm and Cold Patches are billed at $0.10/minute, starting from when the agent patches the call to when the recipient disconnects the call.
If an account has a Reach On-Call set up with either a Recording or Text to Speech Reach Message configured, the user will have the ability to dial 2 to call the customer back directly. This time will be billed as patch time.
Have a question? Feel free to contact our Customer Service department:
Via phone at:
- 1-866-688-8912
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