@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.cloudhttps://www.linkedin.com/company/star-telecom-www-startelecom-ca-/------------------------------
Original Message:
Sent: 02-24-2023 13:27
From: Rob Bennett
Subject: Detect Canada calls
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.
Original Message:
Sent: 02-24-2023 11:39
From: Brad Murlin
Subject: Detect Canada calls
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.
Original Message:
Sent: 02-24-2023 10:06
From: Rob Bennett
Subject: Detect Canada calls
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.<o:p></o:p>
#ArchitectureandDesign
#Routing(ACD/IVR)
#SIP/VolP
#Telephony
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Rob Bennett
Stanley Steemer International, Inc.
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