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  • 1.  Area Code based routing

    Posted 07-24-2023 09:15
    No replies, thread closed.

    Hi All, I know there has been some conversations about this in the past.  and we decided to go forward with the data table approach for the zip codes. one of the requirements we have is to route an interaction based on the zip code entered by the customer in the IVR however, due to the limitation in the data table to having 5000 rows. I would like to create a data table with a range of zipcodes as unique ientifiers and as customers enters the zip code, I want to be able to search for them within the range. eg: if the customer enters 12345. I need to be able to get the entry from the data table for 12000 - 12500.  Is it possible to query an input on a range ????

    appreciate your inputs 


    #Routing(ACD/IVR)

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    Ram Prashanth Muralikrishnan
    Miele & Cie. KG
    ------------------------------


  • 2.  RE: Area Code based routing

    Posted 07-24-2023 11:02
    No replies, thread closed.

    Are all your ranges the same size?

    If so, enter the start of the range only in the table and then round down the value you need to find.

    This is easiest if you ranges are 10, 100, 1000 etc. as all you have to to is replace the last 1, 2, 3 characters with zeros.



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    Paul Simpson
    Eventus Solutions Group
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    Original Message


  • 3.  RE: Area Code based routing

    Posted 07-27-2023 02:31
    No replies, thread closed.

    HI Paul, 

    Thanks a lot. unfortunately it is a 1:1 mapping in a series of 1,2,3 which is why I was looking for a range. 



    ------------------------------
    Ram Prashanth Muralikrishnan
    Miele & Cie. KG
    ------------------------------

    Original Message


  • 4.  RE: Area Code based routing

    Posted 07-27-2023 10:16
    No replies, thread closed.

    Fair enough!

    Data Tables are not intended to be used as a replacement for a database, and lack the advanced searching capabilities you seem to need. Things like "AND / OR" logic, Ranges etc., just are not there. They are intended to be a quick and easy way to perform a lookup. (This is also why, out of the box, they are Read Only from Architect - sure, you can create Data Actions to write to them with the API, but that is not how they were originally envisaged and not what they are optimized for. I know people DO use them as storage for what amount to Global Variables nd all sorts of other things, but that is not their primary purpose.)

    In your situation, I would seriously look at creating a Database outside of Genesys Cloud, with a REST connector, and appropriate Data Actions to access it. This would remove any size limits Genesys may impose (even expanded limits, as Josh recommends) as well as allowing you to do more complex lookups, including Ranges and multiple-column conditions.

    HTH



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    Paul Simpson
    Eventus Solutions Group
    ------------------------------

    Original Message


  • 5.  RE: Area Code based routing

    Posted 07-26-2023 11:27
    No replies, thread closed.

    A request into Genesys Care can increase the data table size however this is viewed on a case by case basis - Data Tables rows can be increased up to 20,000 as opposed to 5,000. 



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    Josh Coyle
    Sabio Ltd
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    Original Message


  • 6.  RE: Area Code based routing

    Posted 07-26-2023 11:38
    No replies, thread closed.

    I did a bit more digging on this. It turns out that a ZIP code's first two-three digits will identify a state. (The first digit is region - East Coast, West Coast etc.)

    Is it fair to assume that the agent selection is related to the state? If so, you may be able to get away with simply truncating the ZIP and only looking at the first three digits. Not only will this fit within existing limitation (avoiding the need to request an increase to the table size, as suggested by @Josh Coyle) but also be much easier to create and maintain. 

    HTH



    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------

    Original Message


  • 7.  RE: Area Code based routing
    Best Answer

    Posted 07-26-2023 12:02
    No replies, thread closed.
    From reviewing your profile and the ask it would appear you may be referencing zip codes but in relation to Germany and I believe @Paul Simpson may be referencing USA. 
     
    Either way there are many different ways you could leverage Genesys Cloud to achieve what you are looking for:
    1 - If you are looking for a 1:1 mapping then an increase in data table size would achieve this
    2 - If you can apply Paul's logic to the zip code system you are looking at then this would avoid the need to contact Genesys Care to increase the data table size
    3 - Equally speaking the data you wish to leverage could be hosted in a 3rd party system which is called upon as and when required via API calls, API limits need to be considered on this route. 
     
    All of the above are easy to maintain to a degree, this just depends on the definition of easy which is different for everyone :)
    Hope this helps.


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    Josh Coyle
    Sabio Ltd
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    Original Message


  • 8.  RE: Area Code based routing

    Posted 07-26-2023 12:16
    No replies, thread closed.

    If I got your location wrong, my apologies. Yes, I was referencing the USA since in my experience, in the rest of the world, these are referred to as Postal Codes, not ZIP codes. I could be wrong with that, though.



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    Paul Simpson
    Eventus Solutions Group
    ------------------------------

    Original Message


  • 9.  RE: Area Code based routing

    Posted 07-27-2023 02:42
    No replies, thread closed.

    Thanks a lot for the inputs Josh. In this scenario. I would need a 1:1 mapping since I have a combination of zipcode along with other attributes that is chosen in the IVR. 



    ------------------------------
    Ram Prashanth Muralikrishnan
    Miele & Cie. KG
    ------------------------------

    Original Message


  • 10.  RE: Area Code based routing

    Posted 08-10-2023 10:45
    No replies, thread closed.

    Hi Ram,

    We featured your question on the latest episode of the Q&A Show. Our friend Maxim gives you a few options that may help you out.

    Good luck!

    Matt



    ------------------------------
    Matt Lawson
    Genesys - Employees
    Online Community Manager
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    Original Message


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