Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: siddharth.taneja on April 03, 2009, 11:47:21 AM

Title: Finding out the state the call originated from.
Post by: siddharth.taneja on April 03, 2009, 11:47:21 AM

Hi,

The setup is of an inbound contact center, and people from all the regions would be using the same toll-free-number to get to the contact center.

I need to route the calls on the basis of the zonal location of the customer. Is there a way of finding out which state the call originated from?

Thanks in advance.
Siddharth.

Title: Re: Finding out the state the call originated from.
Post by: Adam G. on April 03, 2009, 01:11:47 PM

I guess you're using an 00800 number. In this case you need to talk to your service provider if ANI\CLI is supplied. 

Title: Re: Finding out the state the call originated from.
Post by: Adam_W on April 06, 2009, 01:57:03 PM

Yes, make sure the caller's CLI is presented and then you can retrieve the areacode/prefix from the ANI, which should tell you where they are calling from.

There are two functions in IRD which might make this easier if you're in the USA - NPA and NPANXX.  NPA returns the first 3 digits of the ANI which should let you find out the area code.  NPANXX returns the first 6 digits to give you the area code and prefix.