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  • 1.  Customer Geolocation

    Posted 02-14-2025 06:35
    No replies, thread closed.

    Is it possible to get any information regarding the geolocation of a customer calling an agent on Genesys Cloud ?. There is obviously the Geolocation setting in Account Settings but I wondered if there was anything else that can be done.


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    richard craig
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  • 2.  RE: Customer Geolocation

    Posted 02-14-2025 15:01
    No replies, thread closed.

    Hello Richard,

    I'm not sure if there is anything else that could be done within Genesys Cloud. For instance, we use agent's IP addresses to determine their location, but for inbound calls, we can only use the the information that is provided in the SIP pcap.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Customer Geolocation
    Best Answer

    Posted 02-14-2025 15:08
    No replies, thread closed.

    There are many services out there that can take a phone number and return things like city, state, zip, etc, but the actual location of the phone in coordinates is private information and requires you triangulating on the phone itself.  Now, if they are using a WebRTC phone, you could use IP to get a better location.  Be careful with these sites that promise everything about the person with just their phone number.  Many scammers out there!



  • 4.  RE: Customer Geolocation

    Posted 02-18-2025 04:38
    No replies, thread closed.

    I assume this will be the same for any omnichannel interactions such as messaging ?



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    richard craig
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    Original Message


  • 5.  RE: Customer Geolocation

    Posted 02-28-2025 04:36
    No replies, thread closed.

    I assume this will be the same for any omnichannel interactions such as messaging ? 



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    richard craig
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    Original Message


  • 6.  RE: Customer Geolocation

    Posted 02-28-2025 16:37
    Edited by Robert Wakefield-Carl 02-28-2025 17:33
    No replies, thread closed.

    As long as you have an identifier like phone number, yes.

    Just thought about this.  If you can get the IP address, you could use any number of web services to get their location.  If they are coming in through Messaging, your web site could provide the IP and then do a lookup in the Messaging flow.

    For Email, you can use a lookup on the domain name to try get a location of the registered company.  



  • 7.  RE: Customer Geolocation

    Posted 02-28-2025 16:40
    No replies, thread closed.

    Hello Richard,

    That is correct. We do not have a way to geolocate customers, other than the information provided in their caller ID info.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


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