Geographic Routing (Geo-Routing) distributes calls based on the phone number which the caller is calling from (Commonly referred to as ANI or Caller ID) which can generally pinpoint the location of the caller presuming that caller isn't roaming with a wireless phone. 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); each rule created acts as a trigger for the system in routing the incoming call to the specified Queue.
For incoming calls, the incoming caller's ANI is compared against all existing rules - using both the NPA and the NXX to find the best match; if the caller's ANI 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 PSTN.
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.
Rules are set up from the Georouting page. Select Navigation Pane > Georouting to access the Georouting page.
