The Regional Routing action allows you to route calls based on logic about the region, time zone, specific area code, or even specific ANI (caller number). Use it by placing it directly after an Inbound Call or Inbound SMS trigger in a flow. It only works on $ANI variables. Currently, only US regions are supported, but more regions will be added later.
Build a set of logical paths based on multiple location-based criteria. In the right-side configuration for the action, open the Route by Type drop-down to view options.
Select a Region (ex. New England) to view the states included in that area. You can also choose to customize the Region to exclude certain area codes by clicking the Area Code Map button:
In this screen, you can select area codes that you want to exclude from the Region; selected area codes will turn red.
Once you’ve finished, click the Add/Save button and there will now be a path on the SmartFlows action. You can use this path to create the flow that you want to be used when an inbound call from an ANI matching these criteria (ex. to route calls from a specific region to the phone number most appropriate to the location, like a regional call center). You can continue to build more paths onto the flow for any additional regions you need to support.
The last path on the action is reserved as a Default path, and it will be used when other criteria are not met.
The time zone works in much the same way as the Region routing. Select Timezone in the Route by Type drop-down and select a time zone to configure routing for any call coming from an area code that falls within that time zone. As with Region routing, you also have the option to remove area codes.
Click Add/Save to add the new port to the action so that you can build the logic pertaining to the specific time zone. When you do this, you will see the new port. The number on the port aligns with the number in the # column in the Inputs.
You can also create your own groups containing any set of area codes. This can be used to set up your own custom regions if our standard regions aren’t right for your business. To do this, select the Area Code option in the Route by Type drop-down. Then, you will be given options to name your group (enter the desired name in Group Name) and define the included area codes. Add an area code by typing it into the Area Code to Add field and clicking the Add Area Code button.
When you click the Add/Save button, the group will be created and assigned to a new port on the Regional Routing action, like so:
Using the ANI routing rule, you can create and name a custom rule to be used on specific incoming phone numbers. To use this, create a Group Name that is easy for you to reference, add the 10-digit phone number into the Number field, and click the Add Number button. Then click Add/Save to create the new port on the Regional Routing action.