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Routing based on ANI

  • 1.  Routing based on ANI

    Top 25 Contributor
    Posted 8 days ago
    Hey

    Does anyone have a queue that is based on the clients ANI

    Example we need all calls to route to one queue

    then automatically route to a specific queue based on the clients country location.


    any suggestions?

    thank you :)
    #ArchitectureandDesign

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    Richard Dib
    Employsure
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  • 2.  RE: Routing based on ANI

    Top 25 Contributor
    Posted 7 days ago
      |   view attached
    In your call flow, you can do a switch based on the dialingCode (i.e. country code) of the caller's ANI.  In this example, the call will transfer to a queue for the US or Canada if the dialing code is 1, to a queue for the UK if the dialing code is 44, to a queue for France if the dialing code is 33, and to a default queue if the dialing code is anything else

    https://help.mypurecloud.com/articles/switch-action/
    https://help.mypurecloud.com/articles/about-the-phone-number-data-type/

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    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: Routing based on ANI

    Top 25 Contributor
    Posted 7 days ago
    @Melissa Bailey

    As @Richard Dib has mentioned,

    Example we need all calls to route to one queue.

    May be he wanted to transfer all calls to one particular queue e.g. sales  and then the  'in-queue' flow should have a switch (as you mentioned above) to further route calls to different queues based on the dialing code?


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    Cheers,
    Sajid Abbas Malek
    Al-Futtaim Technologies - Dubai
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  • 4.  RE: Routing based on ANI

    GENESYS
    Posted 6 days ago
    That would not achieve getting the calls to the right agents based upon ANI, unless the initial queue has no members On Queue to ensure the calls go into the In-Queue Call Flow. That would be a mess for statistics, so not recommended. Melissa's suggestion fits better with what appears to be the intended functionality.

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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