The operations manager has asked me a question about licensing. Apparently they pay for X number of user licenses per month, where X is the maximum number of user licenses they expect to use at ANY given point in the month. They can have more users running than X, but if they do (even for 1 second in the month) then they pay a premium for the users over X for the ENTIRE month (not just the 1 second). Their question to me is "what counts as a user using a license"?. I am integrating PureCloud into our existing call taking application. At what point will a user "count" for licensing purposes? Will they count as soon as they login to the PureCloud login screen (even though they still show "offline" at that point) and until they logoff? Or will they only count once their presence is set to "Available" or "OnQueue" (I.e when they are working)? What about "Meal" or "Break" presence settings? They are trying to decide how many user licenses they need to purchase and are not sure what they are counting exactly.
Anyone who logs in during the biling period is counted as a billable user, regardless of their presence or routing status. If you have other questions about billing, I'd suggest taking a look at the Billing FAQs document in our Resource Center.
As a suggestion - your customer might benefit from the new, hourly billing model that we recently released. More info here: https://help.mypurecloud.com/articles/purecloud-user-hour-pricing/.
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