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  • 1.  Detect Canada calls

    Posted 02-24-2023 10:07

    We plan on taking calls from Canada here soon.  In architect I would like to be able to differentiate between US calls and Canada calls without prompting the caller.  I know under number management you can select just US or US and Canada for toll free restrictions.  The DNIS will be toll free.  The goal is for US calls use this flow, for Canada calls use this flow.


    #ArchitectureandDesign
    #Routing(ACD/IVR)
    #SIP/VolP
    #Telephony

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    Rob Bennett
    Stanley Steemer International, Inc.
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  • 2.  RE: Detect Canada calls

    GENESYS
    Posted 02-24-2023 11:39

    Your best is going to be to create a data table of Canada area codes, and then when calls come through do a check of the area code's ANI against the table, and re-route to the Canada flow if it matches.



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    Brad Murlin
    Zillow, Inc.
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  • 3.  RE: Detect Canada calls

    Posted 02-24-2023 13:27

    Thanks Brad.  That was given some thought, and I just learned that you cannot port a Canadian exchange to the US, so that might do it as long as the ANI is captured.



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    Rob Bennett
    Stanley Steemer International, Inc.
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  • 4.  RE: Detect Canada calls

    Posted 02-25-2023 15:44

    Rob,

    You may be aware of this, but just an FYI incase;  For calls to / from the Quebec province, callers must be given an option to speak French, so as @Brad Murlin states;  a table in GCcx with Canadian NPA's will prove very useful.   In the contact centers I have worked in, we could not be bothered to track & keep current with NPA/NXX for Quebec, so our approach was for every IVR that had the potential to receive a call from Canada, the first step of the IVR for Canadian calls only was to offer the caller the option to speak French.
    https://educaloi.qc.ca/en/capsules/language-laws-and-doing-business-in-quebec/

    In regards to your comment: "I just learned that you cannot port a Canadian exchange to the US"   While you can not "port" a number to the U.S.  if you use a CPaaS such as bandwidth.com or Telnyx, or many others,  this is a "piece of cake" to route the canadian number/calls  to your SBC for premise equipment, or BYOC to GCcx, there several integrations to GCcx for several of the CPaaS companies



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    Pete Schroeder
    HMC3 LLC
    Sr Contact Center Engineer
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  • 5.  RE: Detect Canada calls

    Posted 02-27-2023 08:31

    @Rob Bennett, we are a Genesys Gold partner and a BYOC carrier, so have a bit of expertise routing calls. 

    As @Brad Murlin suggested, a lookup table based on ANIs is probably the way to go. There are a couple of twists in this approach, with blocked ANIs and overridden ANIs (corporate vs. local branch office when calling from a corporate phone system) as well as just general carrier ANI tomfoolery. However, unless your carrier can provide geographic origin of the call within user-to-user SIP headers (which are then ingested by Genesys Cloud  and used in routing), this is pretty well the only approach. 

    The only other option, if these calls are coming into a TFN is to have the carrier carve out Canadian calls and route to a separate number as @Vaun McCarthy suggested. However even this approach is not foolproof. We see Canadian calls hitting us through US carriers all the time (and not in an insignificant %) so that approach is not foolproof either. 

    Either way you may need an "Other" flow to sort out those unknown calls... unless you assume those are US based and let agents then sort them out. 



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    Ivan Kovacevic
    Star Telecom
    www.startelecom.cloud
    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
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  • 6.  RE: Detect Canada calls

    Posted 02-26-2023 02:48

    The other thing you have to consider is whether or not the caller has their number unlisted/private/anonymous.  Any call with that in place will be outside of any area code mapping you do.

    If you are going through a carrier for the initial 0800, is it possible to have them take care of this geographic routing on your behalf and have them terminate the 0800 to different DIDs?  The other option as far as the English/French thing goes is to just offer both French and English to ALL of Canada.



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    Vaun McCarthy
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  • 7.  RE: Detect Canada calls

    Posted 02-27-2023 08:18

    We have an issue with an IVR vendor that they will not route anonymous calls.  Their exact suggestions was to intercept the calls at their carrier and route them into another DID hitting Genesys for us to do whatever we want with them. 

    Rich



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    Rich Bernstein
    Pennsylvania State Employees Credit Union
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  • 8.  RE: Detect Canada calls

    Posted 02-27-2023 08:33

    That sounds like a great way to start a rationalization exercise to cut the IVR vendor out of the mix and use Genesys Cloud IVR for all your calls :) 

    That's silly... why wouldn't they want to route Anonymous calls? There are legitimate reasons for these calls, and instead of not routing them, they need a flow to handle these. Do they also block non-DTMF callers? 



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    Ivan Kovacevic
    Star Telecom
    www.startelecom.cloud
    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
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