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New Member

Routing by ANI Area code

Hi,

Does any one know how to route a call based on the area code of the calling party. For example, I have an 800 number if someone calls this number from area code 404 they are routed/transformed to one phone number, if someone calls from area code 703 they are routed/transformed to a different phone number.

Thanks in advance.

  • Contact Center
7 REPLIES
Hall of Fame Super Silver

Re: Routing by ANI Area code

What product do you use? IPCC Express 4.0, 3.5, IPCC Enterprise?

Chris

New Member

Re: Routing by ANI Area code

Hi Chris,

We'll probably end up using Unified Contact Center Express 4.5 with CallManager 5.

Brandon

New Member

Re: Routing by ANI Area code

Use CLID nodes in the script for each area code ani prefix you want to use. The variable tab of the node should be set to 'Use Calling Line ID'. The Calling Line ID tab should, for each entry, have type set to prefix and CLID area code, eg. 404. Each connection can be made to different sections of script.

Hall of Fame Super Silver

Re: Routing by ANI Area code

Then depending on how many Area Codes you need to check you can either use an if/switch statement or if it's a lot of area codes use Database where all of them are defined. When you use the IF statement you first use the "Get Call Contact Info" step and obain the calling number and store it as a variable (let's call it ANI), then in the IF statement do if ANI.startsWith("404") and follow with logic.

If you end up using databse you will need IPCC Express Premium.

HTH

Chris

New Member

Re: Routing by ANI Area code

Every area code in the US would need to be addressed. Can this be done with CallManager alone? Is there an easier way to do this? I'm open to using new/different software and hardware if needed.

Hall of Fame Super Silver

Re: Routing by ANI Area code

You cannot use CCM as CCM does not have capabilities of analyzing ANI, your best bet would be to use IPCC, either Enterprise or Premium Express and doing database lookups, for example assume that you have 2 groups of agants one resposible for dealing with East Coast and another with West Coast, you would simplt create DB table with columns: ANI, Team, and in the IPCC script run a query where you would pass the ANI and get the corresponding Team and then simply change the CSQ (if using IPCC Express) to the correspongin team. The query would be somthing linke this: "select Team from AreaBasedRouting where ANI = $ANI", and then in your script you would have an IF statemnt or SWITCH something like "if Team == EAST" then set CSQ == CSQ_East and select (queue) this CSQ.

HTH,

Chris

New Member

Re: Routing by ANI Area code

What do you mean by CLID nodes? I'm looking in the 'get call contact info' step and I don't see a way to set it to 'Use Calling Line ID'. Are you referring to a different step?

Thanks

Robb

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