Business Support

Creating a geographic routing plan

Use geographic routing to automatically redirect inbound calls based on where the caller is calling from. For example, you might use this feature if you have sales offices all over the country and want to direct customers to offices that are located physically closest to them.

To route call traffic based on location:

  1. Click the Products & Services tile, then click the Inventory subtile. 

Control Center displays a list of all services assigned to the accounts under your enterprise ID. If you have more than ten services, you can view the rest of your services by clicking one of the green linked Show numbers at the top of the list or you can click the green down arrow at the bottom of the list to add ten services at a time to the view.

  1. Search for the service you want to update routing on in one of these ways:

    • Sort your services using the Sort by… list (e.g., Service Type). You can toggle between descending and ascending order using the arrow to the right of the Sort by… list.

    • Filter your services by selecting an option from the View All (Default) list.

    • Search for the service (by service type, account, etc.) using the Search by… field and search box. (To search using multiple search criteria, click Advanced Search, then fill in your search criteria and click Apply Search Filters. When you're done, click Close Advanced Search.)
    • When you find the service you want to route call traffic for, click the green arrow on the right of the line for the service. The Details section opens.
  1. From the Call Plan More Actions list, select Edit Call Plan.
  1. Click the black down arrow on the right of the dark gray bar, then click Add New Feature.

  2. In the pop-up window, select Geographic Routing from the Select Feature list, then click Submit.

  3. If the Confirm Feature ADD/Delete window appears, click Accept.
  1. Click Add Rule.

    From here, you're creating a rule to tell the system what to do when someone calls a certain phone number. For example, when customers call your toll-free number, they get routed to area codes in Colorado.

  2. In the Terminating Route Type section, select the option button for either DED (dedicated trunk) or SWI (switched ANI)—depending what kind of number you want to route—and then select a trunk/ANI from the ANI list. (If you don't see the trunk/ANI you need, click the ADD ANI TO THE LIST button and fill in the fields, click Add.)

  3. Scroll down, then click the button above the state (or LATA) box. Choose the state. Next, select the state you want the number to terminate to. Click Retrieve NPA to fill in the corresponding area codes.

  4. Delete any area codes you don't want by highlighting them and pressing the delete key on your computer keyboard.

  5. Click Update.

  6. Scroll to the bottom of the next window and click Save Changes.
  1. Enter a date and time for when you want the new routing to activate, then click Submit.
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