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.
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