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What's the difference between Incoming Minutes and Outgoing Minutes?

Most calls have 2 "legs".  When a caller dials a virtual phone number, there is an "origination leg" of the call, where the call comes into the UniTel Voice switch, and sometimes a "termination leg" of the call, where the caller is forwarded to an offnet number (i.e. a cell phone, a land line, etc.)

Depending on the configuration of the virtual phone number, a call can do one of these three things:
1. Call answered by the auto-attendant and then ended
2. Call answered by a virtual voicemail and then ended
3. Call is forwarded offnet to the "ring-to" number and then ended

Calls answered by the auto-attendant or a virtual voicemail are considered ONNET calls, and will only have an "Incoming" leg of the call. Calls that are forwarded to an OFFNET number will have BOTH "incoming" and "outgoing" minutes accrue.

Outgoing minutes are also accrued when using the Dial-Out feature.  (*Note, incoming minutes will not accrue when using the dial-out feature.)

It is important to understand that UniTel Voice does NOT double bill for calls. Our packages are priced so that whether your configuration carries OFFNET calls or not, your plan's included minutes are calculated based on each leg of the call, individually, and is NOT calculated on the SUM of both incoming and outgoing together.

If you need further explanation, please contact Customer Support at 855-888-6423.