Setup steps
1
Check the billing period
Start with the invoice dates and compare them with the call-history period. Mismatched periods are a common source of confusion.
2
Review usage categories
Separate handled calls, AI-handled transfer minutes, carrier failures that never connected, completed test calls, extra minutes, phone numbers, active agents, integrations, setup work, and support add-ons.
3
Compare against the plan
Confirm included minutes, overage rate, support scope, annual term, discounts, and any custom Enterprise terms before deciding whether there is an issue.
4
Decide the plan change
If usage is consistently above the current plan, move to a higher plan or custom term instead of treating every month as an exception.