25.4. Natterbox Call Charges

As well as offering Software with Salesforce integration, Natterbox is also a telecoms provider/carrier. When an agent makes a call to a public number, the call uses Natterbox telecoms services which is a service chargeable on top of your regular Salesforce integration subscription fees. Natterbox offers two different ways for you to manage your call charges. This article is designed to provide you with an overview of these two options.

Fixed Rate Call Packages

Natterbox offers fixed rate call packages, both on a global level as well as a country level. You can opt to pay a set amount per user per month to cover the majority of your call charges, enabling you to better forecast your costs.

Variable Call Charges

Natterbox also gives customers the option to “pay per call.” If you opt for this approach, your call charges will fluctuate month on month in line with your call activity. The rates vary by country and the number type (eg. landline, mobile etc.) and calls are typically charged per minute.

FAQs

When will I be invoiced for call charges?

Call packages are charged in advance alongside other Natterbox subscriptions, in line with the payment terms on your Sales Order.

Any variable call charges are invoiced in arrears at the start of each month. These will appear on a separate invoice to your Natterbox subscriptions.

What is the billing interval for calls?

Call charges are billed per second and rounded to 2 decimal places.

Are there any charges that a Fixed Call Package doesn’t cover?

Yes, please see below -

1. Global Call Packages do not cover calls to Satellite International numbers (usually starting with +88)
2. None of the call packages cover calls to premium or shared cost numbers, including chargeable short-code numbers.
3. Charges associated with inbound calls to Toll-Free/Freephone numbers are also not included.

For calls not covered by your call package, Natterbox will charge the standard variable rate. For details of our standard variable rates, please contact your Account Executive or Customer Success Manager.

At what point does Natterbox start charging for inbound Toll-Free calls?

As soon as the routing policy answers a call from the caller. E.g. from when the caller hears a voice announcement coming from a speech component or hold music - even if the call hasn’t yet reached an agent.

Why are there charges associated with inbound calls to a number that isn’t a Freephone/Toll-Free number?

There are a few reasons this could happen. If there is a specific invoice you’ve like to review, please contact accounts[at]natterbox.com

What does the Local US/Canada Call Package cover?
The US call package covers calls to any countries sharing +1 country code - including all 50 US states, Canada, US territories (eg. Guam, Puerto Rico) and selected Caribbean nations using +1 North American Numbering Plan (NANP). Note calls to chargeable special numbers (eg. 811, 711 etc.), 1-900 numbers or directory information are not included in a call package.

It’s worth noting that there’s no separation of mobile (Cell) and landline/fixed-line numbers in the US, Canada and other +1 countries. In these countries, calls to mobile numbers are charged the same way as calls to fixed-line numbers. This means that if you call a number from Chicago (1-312), the call can go to a mobile phone or a landline/fixed-line phone.

I’m currently being charged variable rates, and want to review moving to a Fixed Call Package

Please contact your Customer Success Manager who will be happy to look into this for you.