Advanced Training: Admin

The Billing System

Along with permission groups, the billing and licensing tools form the backbone's user management features. The Billing Information tool tracks and controls license assignments, available dialer minutes, your company's funding sources, and billing receipts.

The main link is located at:

Admin tab > Company Settings > Billing Information.

The initial summary screen shows all of your current billing accounts, and the licenses being billed on each account. Below it shows a summary of purchases made on each account, with a line-item breakdown of the products and totals for each receipt.

To get a more detailed view of the current billing information, click the Edit link for the desired billing account, and a second window will pop-up.

The Billing Manager


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The top section of the Billing Manager shows your current number of recurring licenses, the pricing for each, and the total billing amount for each.

Every active employee must have a CRM license—if you have 15 employees using the system, you'll need 15 licenses.

Other other licenses don't require a one-to-one ratio—they can can be shared, or pooled, between users. These commonly occurs with companies that run employees on the PowerDialer in shifts. Just be aware that though can pool some licenses to reduce cost, you need to have enough licenses for all concurrent users. If you run out of licenses, users get locked out.

To adjust the total number of licenses you are paying for, merely change the number in the quantity box in the Service Licenses section.

User License Assignments

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Any time you adjust license totals, it's a good idea to look at the License assignments. As mentioned, every employee needs a CRM license, but you want to make sure that all of your pooled licenses are assigned correctly. A short summary of each license type follows.

License Pooled?Description
CRM No The license that gives users access to the basic CRM and database. Required prerequisite for every other license.
CRM-View Only No This license is for managers, clients, partners, and vendors who need to be able to view data and reports in the CRM, but do not need to be able to modify it, or use any other tools. This is an uncommon license.
PowerDialer Yes Provides access to the outbound PowerDialer user interface (managers can set up Dialer Initiatives without having an actual PowerDialer license). This license does NOT include the ability to leave 1-click voicemails while dialing; that requires a user to have a Flex Port license as well.
Flex Port Yes Flex ports licenses provide flexible data connections between your telephone system, and's dialer servers. They're called "Flex" ports because they can "float" between several different services, depending on which one initiated the connection. The standard PowerDialer license includes a default agent port and client port for standard outbound calling; every other telephony tool or service requires an available Flex port to work properly—JabberDog, 1-click voicemail, call recording and monitoring.
ResponseLoop No ResponseLoop is the license for the ELF workflow tools. If you want a user to be able to use the ELF automation system, they must have this license. Any time the ELF performs an action, it skips over any users who don't have a license, regardless of the ELF's trigger criteria.
Inbound Yes The Inbound license gives access to the stand-alone Inbound Agent tool, and the Inbound/Outbound blend. Use of the Inbound tool requires an available Flex Port connection for any concurrent users.
Fax Yes Gives users the ability to send and receive faxes directly through the interface. Use of the Fax tool requires an available Flex Port connection for any concurrent users.
Recording Port Yes Recording Ports are Flex Ports that are set aside for sole use by the Call Recording and Monitoring tool. These are useful if you want to keep a reserve of ports for recording and monitoring, freeing up some of your existing Flex Ports for use in other systems.

Dialer Minutes

This section shows the current balance of dialer minutes available, expressed as a dollar amount. It also gives options to do a one-time immediate purchase of minutes, as well as set up an automatic minute recharge if your available minutes drop below a certain threshold.

Automatic Minute Recharge

Some sysadmins don't want to worry about managing their dialer minutes manually. If you're one of those, use the Automatic Recharge feature. This can be activated within the Purchase Minutes dialogue page.

The automatic recharge amount is based on your actual usage. The billing system calculates your average daily volume during the 30 calendar days immediately preceding the recharge. The daily average is then multiplied by 14 calendar days to get a two week average. This is the recharge amount. The Minimum Reserve amount is calculated the same way, but is multiplied by seven to get a one week average. Dialer minutes will bounce back and forth between one and three weeks worth of minutes when auto recharge is turned on.

Thus, when your dialer minutes account dips into the minimum threshold, the system schedules a payment for the next charge cycle (the system runs automatic recharge payments approximately every four hours).

As an example of using automatic recharge for your dialer minutes, if your average usage were around $30 or 1,500 minutes per week, the billing system would determine a threshold level (minimum balance level) of "X" based on that average usage. As soon as your balance of available minutes were to dip below that level the system would automatically initiate a purchase of minutes from your funding source for the amount of "Y" (something close to your average of $30) so that your agents could keep dialing without missing a beat.

There are instances where your minimum threshold was unusually low, or you missed a recharge cycle by a few minutes and you may still run out of minutes, in which case you'd need to go purchase them manually. But the automatic recharge mitigates this concern considerably, while using your own usage data intelligence to keep purchase amounts balanced.

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Non-recurring Products and Storage Fees

Non-recurring purchases are usually non-standard, one-time purchases of products and services. These might include training, consulting, implementation services, a contract adjustment, or may include a service fee if your database size allocation is exceeded.

Storage fees are incurred monthly if you exceed your online storage limit with the database. Each company receives 250 megabytes of storage for up to the first five users on the system. For every user above that, you receive an additional 50 megabytes of space.

For example, Company X has 35 total users of the system. They have 250 megabytes for the first five, plus an additional 1500 megabytes (50 megabytes x 30 employees) for the other 30 users, for a total of 1750 megabytes, or approximately 1.7 gigabytes. If Company X exceeds that amount, they'll be billed $30 a month for an additional gigabyte of storage. However, if you're already over your threshold, you can use up the extra space without incurring a second $30 monthly charge. Just be aware that if you exceed your new extended limit, the storage fees will go up accordingly.

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