Geographic Routing (Geo-Routing) distributes calls based on a search "Key" which can be anything the IVR application may intrinsically know (i.e. the caller's phone number which the caller is calling from (Commonly referred to as or ANI or Caller ID or the number they called) which can generally pinpoint the location of the caller presuming that caller isn't roaming with a wireless phone or pinpoint via zipcode for example Keys may also be any 16 digit alpha numeric string such as a zipcode, or account number or account status for example. You can set up rules to automatically route a call to the location that is most relevant to the caller. Rules are set up according to the caller's area code (NPA) and the 3-digit exchange after the area code (NXX)key as defined in the IVR application; each rule created acts as a trigger for the system in routing the incoming call to the specified Queue or transfer number.
For incoming calls, the incoming caller's ANI key is compared against all existing rules - using both the NPA and the NXX to find the best match; if the caller's ANI key matches a rule-set it is routed to the appropriate queue . There are times when the ANI is unavailable, for example, privately listed numbers, or ANI information not provided by the PSTNor transferred to the desired transfer phone number as configured.
Note: The Configuration elements on the Georouting page will not put Georouting rules into effect unless the corresponding functionality is included in the IVR design.
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