We do something similar, but have a data table lookup instead, for more flexibility so you don't have to keep editing when new codes come into play.
FYI - You need to do an is number decision check 1st for anonymous caller ID or it will error out the caller and hang up on them
ToPhoneNumber(Call.Ani).isTel - No path you hard code the queue
Found path:
Then do a data table lookup based on the inputs: left(tophonenumber(Call.Ani).subscriberNumber,3)
Data table key is the 3 digit area code.
**Our data table also assigns the queue & voicemail queue variables which gets populated at the same time.
Then you just transfer to ACD based on the variable queue
Hope this helps
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Monique
System Administrator
Messer LLC
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Original Message:
Sent: 11-04-2021 01:24
From: Melissa Bailey
Subject: Sending an interaction to a queue based on ANI
Call flows have a built-in variable Call.ANI, so you can do your logic based on that. Here's a simple example of routing to different queues based on the area code.
https://help.mypurecloud.com/articles/set-starting-task/
https://help.mypurecloud.com/articles/about-the-phone-number-data-type/
https://help.mypurecloud.com/articles/switch-action/
https://help.mypurecloud.com/articles/architect-default-variables/
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 11-04-2021 01:10
From: Ryan Creagh
Subject: Sending an interaction to a queue based on ANI
Hi Everyone,
I have a team that would like to have a single entry point on the IVR, but based on the callerID, route to a state based team (People QLD / People NSW)
No matter how I approach the situation, it seems beyond my skill level, so is there a way to take an interaction and route it based on the ANI?
#ArchitectureandDesign
#Routing(ACD/IVR)
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Ryan Creagh
Goodstart Early Learning Centres
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