We are looking to routing incoming calls to agents based on states. The one idea we has was to use a data table that has an area code to state mapping, looking at the incoming number, assign a state tier skill then push the call to agents with that skill.
The idea of using a data table I think just went out the window based on this info:
The number of data rows allowed in a single table is 250..
Work with data tables - PureCloud Resource Center
https://help.mypurecloud.com/articles/work-with-data-tables/
Using a data table, I was hoping to import (not sure if you can import anyway) this data - https://github.com/kedarmhaswade/cities/blob/master/area-codes.csv
I may just build something in salesforce and do a lookup that way but that seems heavy handed. I would think this would be common functionality needed in inbound calls.
Any ideas?
#Routing(ACD/IVR)------------------------------
Jeremy
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