Common billing-related questions

1. Cloud Contact Center returns an error: Service abnormal, the instance xxx is ceased, or the console shows the instance as suspended. How do I resolve this?

The error code is AbnormalService.Ceased. The called API is ListConfigItems.

Answer: Your Alibaba Cloud account has run out of funds. Recharge your account. Service usually resumes within 1–2 minutes after payment.

2. My number assigned through an Alibaba Cloud agent line appears as released in number management. How do I resolve this?

Answer: The number was released because its monthly subscription expired and was not renewed within 7 days. Join DingTalk group 44752480 and contact Cloud Contact Center technical support.

3. How do I switch billing methods—between pay-as-you-go and agent monthly subscription?

• To switch from pay-as-you-go to agent monthly subscription: Join DingTalk group 44752480 and contact Cloud Contact Center technical support. Provide your Alibaba Cloud account UID so they can suspend your service. After the operation completes, go to the pricing page and select your desired billing method to reactivate the service.

• To switch from agent monthly subscription to pay-as-you-go: In the Cloud Contact Center console, click Change configuration and select the option to convert from subscription to pay-as-you-go.

4. How do I increase or decrease the number of agents in an agent monthly subscription?

Answer: Go to the Cloud Contact Center console and click Change configuration to adjust the agent count. If you are decreasing the number of agents, ensure the current number of active agents across all instances is less than or equal to your target number. Otherwise, the downgrade will fail. For example, if your instance currently has 5 agents and you try to reduce it to 3, the operation will fail. You must first delete 2 agents before reducing the total to 3.

In the navigation pane on the left, choose Instance management - V2, click Change configuration, and then select Upgrade/Downgrade from the dropdown menu.

5. How do I view detailed usage and billing for Cloud Contact Center?

Answer: For more information, see View bills.

6. How do I check usage of my Cloud Contact Center voice package?

Answer: Go to the billing page, select Voice package, and choose Cloud Contact Center as the product.

In the Resource dimension section, select the Resource plan radio button. You can then view the usage of your resource plan in the Instance summary list below.