---
title: "8x8 Engage Pooled Minutes and Usage Charges"
slug: "8x8-engage-pooled-minutes-and-usage-charges"
updated: 2026-10-15T07:08:22Z
published: 2026-10-15T07:08:22Z
canonical: "help.8x8.com/8x8-engage-pooled-minutes-and-usage-charges"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 8x8 Engage Pooled Minutes and Usage Charges

## Overview

8x8 Engage is a purpose-built customer engagement platform, delivered through 8x8 Work, designed for expert workers outside the contact center who regularly interact with customers but don’t require the feature depth and complexities that come with a traditional contact center. It seamlessly integrates voice, video, chat, AI-driven insights, and advanced call queueing—empowering them to provide faster, more efficient, and personalized customer experiences across the organization from anywhere.

This article contains a breakdown of usage charges based on the two dedicated calling plans for 8x8 Engage Voice – Unlimited (formerly known as Bundled) and 8x8 Engage Voice – Metered (formerly known as Unbundled).

> [!NOTE]
> Note:
> 
> The 'Bundled' and 'Unbundled' calling plans available during the Early Access Program for 8x8 Engage Voice have since been rebranded to 'Unlimited' and 'Metered,' with no changes to their functionality.

| 8x8 Engage Voice – Unlimited (Bundled) | **Calls made/received outside of a call queue:** - Unlimited domestic calling within the home country associated with provisioned DID number. - Home countries include: US, Canada, UK, Ireland, France, Germany, Netherlands, Spain, Australia, New Zealand. - All other countries will continue to be metered. See: [Global Service, Local Experience](https://www.8x8.com/why-8x8/global) - Destinations that are toll-free or special rate numbers are excluded - Destinations to countries outside the home country of the DID are excluded - Inbound calls to 8x8 toll-free numbers are excluded from the pool allowance and billed at 8x8 toll-free rates **Calls made or received from a call queue (inbound and outbound queues):** - 4,000 minutes per license per month, pooled across all users, for calls to the 48 included countries. - Usage beyond the 4,000 minute pool limit is metered at standard rates. - Destinations outside of the 48 included countries are excluded from the pool allowance. - Destinations that are toll-free or special rate numbers are excluded from pool allowance **Details here:** [Calling Countries for X-Series Licenses](/support/docs/calling-countries-for-x-series-licenses) |
| --- | --- |
| 8x8 Engage Voice – Metered (Unbundled) | - **All calls in a call queue and not in a call queue are All calls in a call queue and not in a call queue are metered, except calls between 8x8 numbers (on-net calls), which are not charged.** - **Call rates available here:** [**8x8 Global Reach**](https://www.8x8.com/why-8x8/global) |

## Applies To

- 8x8 Engage

## Example Calling Plan Scenarios

### **Example 1: Monthly Contact Center and 8x8 Engage Voice – Unlimited (Bundled) queue Pooled Minute**

Pooled minutes are minutes shared by all users equal to 4,000 minutes times the number of 8x8 Engage and 8x8 Contact Center licenses purchased, and each minute of call time (inbound or outbound, including callbacks) uses one pooled minute for that month. 8x8 bills usage exceeding the pooled amount in a month.

**Monthly Pooled Minute Allowance Calculation**

- 4000 minutes per X6-X8 license
  - PLUS
- 4000 minutes per 8x8 Engage Voice – Unlimited (Bundled) queue license

**Consumption of monthly pooled minute allowance**

- Calls inbound to a number on an 8x8 Engage Voice – Unlimited (Bundled) queue or X6-X8 channel
  - PLUS
- Calls placed to a non-8x8 number using an X8 license
  - PLUS
- Calls placed to a non-8x8 number from an 8x8 Engage Unlimited outbound queue (calling as the company)
  - PLUS
- Calls placed to a non-8x8 number as a result of an automated callback

**Overage for Pooled Minutes**

- Charged at $0.01 per minute

#### 48 Countries include

> [!NOTE]
> Note:
> 
> Calls to mobile numbers in these ( * ) countries are metered at the standard 8x8 rate

| **North America** | **Europe** | **Asia Pacific** | **Middle East and Africa** | **Latin America** |
| --- | --- | --- | --- | --- |
| Canada | Belgium | Australia | Israel | Argentina * |
| USA | Denmark | China | South Africa | Brazil |
|  | Finland | Hong Kong |  | Chile |
|  | France | Indonesia |  | Mexico |
|  | Germany | Japan * |  | Peru |
|  | Greece | Malaysia |  | Puerto Rico |
|  | Hungary | New Zealand |  |  |
|  | Ireland | Singapore |  |  |
|  | Italy * | South Korea |  |  |
|  | Luxembourg * | Taiwan * |  |  |
|  | Netherlands | Thailand |  |  |
|  | Norway |  |  |  |
|  | Poland * |  |  |  |
|  | Portugal * |  |  |  |
|  | Romania |  |  |  |
|  | Slovakia |  |  |  |
|  | Spain |  |  |  |
|  | Sweden |  |  |  |
|  | Switzerland * |  |  |  |
|  | Turkey * |  |  |  |
|  | United Kingdom |  |  |  |

### **Example 2: 8x8 Engage Voice – Unlimited (Bundled) Domestic Allowance (calls originating from user personal DDI/DID**

Consumption is not counted against pooled minutes.

**Included**

- Calls to 10 countries

**Excluded**

- Calls to toll-free, or special rate numbers Calls to countries outside the home country of the DID

**Overage**

- [Excluded calls are metered per our listed rates rates](https://www.8x8.com/why-8x8/global).

#### 10 home countries are:

- US, Canada, UK, Ireland, France, Germany, Netherlands, Spain. Australia, New Zealand. All other countries will continue to be metered.