1. VOICE USAGE
1.1 Outbound and Inbound Voice Usage Pricing Description: Pricing is based on two separate segments, or legs, to each call. One leg consists of the connection between LiveVox and the called party (for outbound calling) or LiveVox and the calling party (for inbound calling) and is known as the Consumer Leg. The other leg consists of the connection between Customer’s Agents and LiveVox and is known as the Agent Leg. Accordingly, pricing is as follows:
A) Consumer Leg: Pricing for the Consumer Leg is as set forth in the Service Order.
B) Agent Leg: Pricing for the Agent Leg varies by mode of connectivity and applies at all times such connectivity is in operation. Agent Leg minutes do not count toward Voice Usage (as defined below) nor toward Outbound Dialing Fees; Agent Leg minutes will instead be billed separately.
i. VOIP Connectivity: Where Customer connects to LiveVox via a VOIP connection (defined in further part as connectivity from Customer to LiveVox across a SIP trunk, using a non-PSTN connection), no charge applies for the Agent Leg calls.
ii. Non-VOIP Connectivity: Where Customer connects to LiveVox via a non-VOIP connection, an additional charge applies for the Agent Leg calls, as set forth in the Service Order.
C) Calculation of Voice Usage: “Voice Usage” means the cumulative minutes, calculated using six (6) second increments with a twelve (12) second per call minimum, that the Hosted Services was utilized (“Utilization Time”) by Customer for Customer’s calls during any billing period, which is generally each calendar month. Utilization Time begins when the Hosted Services is first connected to the call to the time when the Hosted Services is disengaged. Fees for Voice Usage do not include busy signals, “bad numbers,” or “no answer,” unless the Hosted Services has otherwise connected to Customer’s call. Fees are based on the actual monthly Voice Usage (subject to the minimum increments set forth in this paragraph) incurred by Customer and are non-refundable.