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. To route callers based on the location of their choosing, consider installing an IVR or using Postcode routing instead.
- Callers from local numbers can be routed by State -> District (area) -> Zone (suburb).
- Callers from mobile numbers can be routed by State -> District only.
Please note, you will need to plan the mobile districts and the fixed-line districts & zones to route callers from both number types effectively.
Please note - Geographic routing is an advanced feature, and requires a thorough understanding of your geographic regions and routing needs to effectively implement beyond a state-based level.
Geo routing is also only available for mobile services through a 1300 or 1800 number. Mobile district routing is not available for local numbers that are set up with Geo routes, and these callers will be routed to "default" each time.
If you are considering a Geographic routing setup, we recommend speaking to a Jet Support consultant before you proceed with your setup.
How to set up Geographic routing
To get started, navigate to the Callflows menu under Phone System.
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, QLD and a group of WA & SA through different call paths in our callflow. Sydney callers will hit an IVR, QLD callers will hear a custom greeting and WA & SA 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. You can use the drop down menus to get more details ed you go through, however you cannot have complex selections in more than one menu.
For example, if you add multiple states, you cannot select certain districts across 2 states. Or if you have multiple districts across one state, you cannot select specific zones across different districts.
You can use the drop-down menu to view the options and search the results in each menu line.
For all geographic regions, you will need to add the mobile region and the fixed line charging district.
To find Sydney, select NSW from the State menu. Then either use the scroll or search feature to select Sydney in both the Mobile District and Charging District fields.
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.
Repeat these steps for our QLD region, but just select the state Queensland - no need for further districts.
To configure Western Australia and South Australia, we will select both states in the top box. You will see the other boxes are now disabled, as you have more than one state configured, so you cannot select anything lower down.
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, Queensland Group and WA & SA 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, Queensland has a custom greeting before connecting, and WA & SA just goes straight to an answering point.
Make sure each callpath is fully complete, and ends in a Hang Up widget. You can see how to set up these other widgets in our other articles
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 (see image above).
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.