QUESTION AND ANSWER

Why does my OpenVoice report shows one or more callers attended for 600 minutes?

Issue

Objective

Environment

OpenVoice

Procedure

Answer

Occasionally a phone carrier will fail to send a clean call disconnect signal to OpenVoice, resulting in the appearance that a person was in the conference for the continuous session time limit, 600 minutes. As this is a result of a technical issue from the phone carrier you will not be charged for these rare occurrences.
To verify no charge has taken place for that conference attendee, please generate Usage Report and locate the column where it states Rate in USD -
If the column shows zeros then you will not be charged for any of the 600 minutes.
If you do not see zeros and wish to dispute the charge then please contact billingsupport@citrixonline.com for further assistance.

Cause

Resolution

Additional Information