Average Call Duration definition

Average Call Duration is defined as the period of time from circuit seizure at the PSAP until the call is terminated. This includes all of time between circuit seizure and circuit release, including but not limited to queue time (if applicable), ring time, hold time (if applicable) and talk time. If the call is answered by an ACD, the ring time shall be defined as the time the ACD makes the call available to be answered by an attendant, and the time the attendant answers the call. The Average Call Duration Report will include all of the duration times named above.‌‌‌ For PSAPs that have ACD queues, the Average Call Duration Report shall show how long a call was in queue before being presented to an attendant. The queue time is defined as the time the call is answered by the ACD queue until the time an ACD makes the call available to be answered by a live attendant.‌

Average Call Duration or “ACD” means the average call duration, as calculated with respect to all of Customer’s completed calls in an applicable billing cycle. If the Average Call Duration during any applicable billing cycle is less than ninety (90) seconds, SignalWire may charge, and Customer shall pay, an ACD Surcharge equal to (i) (x) the number of minutes Customer would have used if the ACD would have equaled ninety (90) seconds with respect to the number of calls actually completed, minus (y) the number of minutes Customer actually used with respect to the calls actually completed, multiplied by (ii) the ACD Surcharge. For example, if Customer’s ACD during a billing cycle is sixty (60) seconds, Customer completed 1,000,000 calls during the billing cycle and the ACD Surcharge per applicable minute is $0.01, then the aggregate ACD Surcharge would be $5,000.00, calculated as follows: (90 seconds x 1,000,000) – (60 seconds x 1,000,000) = 500,000 minutes x $0.01 per minute.