Genesys Cloud - Main

In today's environment, we have Verizon handle area code routing before it arrives to Genesys. So for example, ANI's with the area codes that are in the SouthWest U.S. get sent to DID +15554440001, if they are in NorthEast they go to +15554440002, etc.

We'd like to move this process to Genesys instead. I'm assuming a data table that lists area code and the state associated with that area code? Is there something else that exists today we can use instead? Something that receives updates?

#Routing(ACD/IVR)

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C Goodell
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Hey Curtis,

I was able to find the following "Area code routing" example in our Resource Center. I would recommend taking a look at that example. It is currently set up to follow different paths between a "West area code" and an "East area code". I don't know of any lists in Genesys that associates states and area code but I'm sure there is a 3rd party database that has that information mapped somewhere. You could use this example flow to check the area code in the caller's ANI, reference that against a data table, and then return with whatever region you have specified.

https://help.mypurecloud.com/articles/download-architect-flow-examples/

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Jason Kleitz
Online Community Manager/Moderator
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