Geographic routing allows you to treat callers differently in your callflow, based on the geographic area they are calling from.
Geographic routing is automatic based on the local exchange or mobile district the caller or caller’s number is in. For all geographic regions, you will need to add the mobile region and the fixed-line charging district.
To rout callers based on the location of their choosing, consider installing an IVR or using Postcode routing instead.
To get started, navigate to the left hand menu, click on Telephony, then Callflows
Find the callflow you want to modify and click the edit button.
In your callflow, click on the widget selector and drag a Geo routing widget to the canvas. Place the widget in your callflow when you want it to be activated. In this example, we are placing it directly underneath the Start widget.
For this demonstration, we will be setting up a callflow that diverts callers from Sydney, Newcastle and Perth through different call paths in our callflow. Sydney callers will hit an IVR, Newcastle callers will hear a custom greeting and Perth callers will be diverted straight to the Perth office.
Set up your geographic routing by creating your first Group. Click on the geo routing widget, in the pop-up box on the right-hand side give your geo routing widget a name. Then click Add group.
Name your first group. We are doing the Sydney region first so call the Group Label Sydney.
Now select the regions to be associated with your group.
There are two ways to add regions. First through the drop-down menu and also through search. We’ll go through how to add regions through the drop-down menu first.
For all geographic regions, you will need to add the mobile region and the fixed line charging district.
To find Sydney, click the plus next to Australia, then New South Wales. Click the Mobile Charging District, scroll down to find Sydney and tick the box.
Then, go back to find the fixed-line Charging District. Scroll down again to find Sydney and check that box.
Now that we have both our Mobile and Fixed-line districts checked, click Add to create that group.
You will now see a Group called Sydney, and a new node under the Geo Routing widget with the same label.
For our Newcastle region, we will find this through the search function. This is an easy method if you know the name of the district you are adding in.
Hit search and scroll down to tick off both the mobile and fixed-line district for Newcastle, click add.
We’ll repeat the same steps to add in Perth. You should now have 3 completed groups and 3 additional nodes underneath the Geo Routing widget.
Now that we have all three groups added, click anywhere on the canvas to save the widget. This takes us back to the callflow canvas.
The geo routing widget now has a node for our Sydney Group, Newcastle Group and Perth Group, along with a catch-all node for callers that fall outside these three regions.
Now that the nodes have been created we can add the custom call paths for each caller region.
Add your call path for each option. For Sydney, we have added an IVR, Newcastle has a custom greeting before connecting, Perth just goes straight to an answering point and all other regions go straight to voicemail.
Make sure each callpath is fully complete, and ends in a Hang Up widget. You can see how to set these up in our other videos.
Make sure you also set up where callers from outside these three regions get diverted to. Because it is our main call centre, we will be sending these callers to our Sydney IVR. So we will connect the catch-all node to our Sydney IVR.
Ensure your callflow is 100% complete and then Save your callflow as Available to be ready for use.
If your previous version had live numbers associated with it, you can select Yes on the pop up to move all numbers to the new version.