Q. “My user logs in to the dialer, but it tells him/her that they don’t have permission to use the dialer. I know that I gave them the right permission level, why can’t they use it?”
A. You most likely need to assign them a dialer tab license and a dialer license in the Billing Information Details.

Q. “I just bought another $100.00 worth of dialer minutes. How do I know they are there?”
A. In the Billing Information is a listing of your current dialer minutes balance.

Q. “A user keeps getting an ‘insufficient ports’ error message when trying to send voice messages. What gives?”
A. Either you have not assigned a Flex Port license to their user login in the Billing Account Details, or you don’t have enough Flex Ports licenses to handle all of the concurrent inbound and outbound usage.

Q. “I want to bring on a new user this week, but I don’t want to pay for a full month’s usage. Can I prorate the amount I pay for this month?”
A. Yes, in fact, the billing system should automatically prorate any new licenses added for only the days remaining in the current billing month.

Q. “I just bought a license, but I ended up only using it for a week. Can I get a credit for the rest of the month?”
A. Unfortunately, no. Once you purchase a license, the assumption is that you will be using it for the remainder of the billing period (usually a month). No credits will be issued for unused product.

Q. “I’m dropping several users near the end of the month, what do I need to do to not get billed for them?”
A. One common mistake administrators make is that they assume that just because they delete an employee from the system that it automatically decrements their assigned billing licenses. This is not the case. After deleting (actually, “hiding” would be a better term) an employee from the system, you still need to go into the Billing Account Details and lower the total number of licenses you are paying for to avoid getting charged for them in the future.

Q. “I go to the Billing Details and try and lower my total number of licenses, and it tells me that I cannot lower them past my contracted amount. Why is this?”
A. In most cases it means you signed up for a 6- or 12-month service contract that mandates a minimum level of service licenses you will be using during that time period. You cannot lower you license totals below the contracted levels.

Q. “I’m getting billed for a storage usage fee each month, what can I do to get myself below the minimum requirement?”
A. There are several things you can do:
• Delete and purge unused database information
• Keep your Files tab clean, specifically by removing call recordings or larger files.
• Only upload data lists with data you are actually going to use in the near future (there’s no reason to incur a storage fee on a 500,000 name list database when you’re only calling the first 10,000 names this month, for example).