Billable Call Guidelines

These guidelines describe the standards Ring on Demand uses to determine when an inbound call is billable. Vertical-specific thresholds and exceptions are set in your signed IO and control where they conflict with this page.

Default billable definition

An inbound call is billable when all of the following are true:

• The call connects to the buyer's destination number.
• The call duration meets or exceeds the threshold defined in the IO (typically 90 or 120 seconds).
• The caller falls within the buyer's contracted geography, age range, and qualification criteria.
• The call is not a duplicate of a prior call from the same caller within the dedupe window.
• The call was generated through traffic that complies with our TCPA Compliance Policy.

Common non-billable scenarios

• Disconnected calls or hang-ups before the billable threshold.
• Wrong-number, misdialed, or test calls.
• Callers outside contracted geography or qualification criteria.
• Repeat callers within the dedupe window.
• Calls from numbers on the federal or state Do Not Call list without valid consent.

Quality assurance

All inbound calls are recorded for quality, training, and dispute resolution where permitted by law. Buyers may request recordings for any disputed call within the IO dispute window.

IVR and pre-qualification

Where supported by the vertical, Ring on Demand runs an interactive voice response (IVR) flow before connecting the caller to the buyer. The IVR captures qualifiers such as age, geography, homeowner status, and intent before transfer.

Buffer time

Many of our verticals use a vendor-buffered call routing model. Buffer agents confirm the caller's intent and qualification before transferring the live call to the buyer. Buffer time is included in the call duration only after transfer to the buyer's destination.

Disputes

Disputes for non-billable calls follow the Credit & Refund Policy and the dispute window set in your IO.