Finding out the state the call originated from.

Genesys Cloud Routing
1

Hi,

The setup is of an inbound contact center, and people from all the regions would be using the same toll-free-number to get to the contact center.

I need to route the calls on the basis of the zonal location of the customer. Is there a way of finding out which state the call originated from?

Thanks in advance.
Siddharth.

2

I guess you’re using an 00800 number. In this case you need to talk to your service provider if ANI\CLI is supplied.

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3

Yes, make sure the caller’s CLI is presented and then you can retrieve the areacode/prefix from the ANI, which should tell you where they are calling from.

There are two functions in IRD which might make this easier if you’re in the USA - NPA and NPANXX. NPA returns the first 3 digits of the ANI which should let you find out the area code. NPANXX returns the first 6 digits to give you the area code and prefix.

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