Genesys Cloud - Main

Hey

Does anyone have a queue that is based on the clients ANI

Example we need all calls to route to one queue

then automatically route to a specific queue based on the clients country location.


any suggestions?

thank you :)
#ArchitectureandDesign

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Richard Dib
Employsure
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In your call flow, you can do a switch based on the dialingCode (i.e. country code) of the caller's ANI.  In this example, the call will transfer to a queue for the US or Canada if the dialing code is 1, to a queue for the UK if the dialing code is 44, to a queue for France if the dialing code is 33, and to a default queue if the dialing code is anything else

https://help.mypurecloud.com/articles/switch-action/
https://help.mypurecloud.com/articles/about-the-phone-number-data-type/

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Melissa Bailey
Genesys - Employees
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@Melissa Bailey

As @Richard Dib has mentioned,

Example we need all calls to route to one queue.

May be he wanted to transfer all calls to one particular queue e.g. sales  and then the  'in-queue' flow should have a switch (as you mentioned above) to further route calls to different queues based on the dialing code?


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Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies - Dubai
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Original Message:
Sent: 03-13-2019 10:29
From: Melissa Bailey
Subject: Routing based on ANI

In your call flow, you can do a switch based on the dialingCode (i.e. country code) of the caller's ANI.  In this example, the call will transfer to a queue for the US or Canada if the dialing code is 1, to a queue for the UK if the dialing code is 44, to a queue for France if the dialing code is 33, and to a default queue if the dialing code is anything else

https://help.mypurecloud.com/articles/switch-action/
https://help.mypurecloud.com/articles/about-the-phone-number-data-type/

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Melissa Bailey
Genesys - Employees
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That would not achieve getting the calls to the right agents based upon ANI, unless the initial queue has no members On Queue to ensure the calls go into the In-Queue Call Flow. That would be a mess for statistics, so not recommended. Melissa's suggestion fits better with what appears to be the intended functionality.

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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
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Original Message:
Sent: 03-13-2019 12:16
From: Sajid Abbas
Subject: Routing based on ANI

@Melissa Bailey

As @Richard Dib has mentioned,

Example we need all calls to route to one queue.

May be he wanted to transfer all calls to one particular queue e.g. sales  and then the  'in-queue' flow should have a switch (as you mentioned above) to further route calls to different queues based on the dialing code?


------------------------------
Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies - Dubai
------------------------------


Original Message:
Sent: 03-13-2019 10:29
From: Melissa Bailey
Subject: Routing based on ANI

In your call flow, you can do a switch based on the dialingCode (i.e. country code) of the caller's ANI.  In this example, the call will transfer to a queue for the US or Canada if the dialing code is 1, to a queue for the UK if the dialing code is 44, to a queue for France if the dialing code is 33, and to a default queue if the dialing code is anything else

https://help.mypurecloud.com/articles/switch-action/
https://help.mypurecloud.com/articles/about-the-phone-number-data-type/

------------------------------
Melissa Bailey
Genesys - Employees