Route calls by the caller's area
Send calls from numbers that start with a given prefix (a country or area code) to a chosen queue.
Where to find it
Settings › Routing rules › By region
Open this screen
Steps
- Open Settings › Routing rules and the By region tab.
- Enter the number prefix (country code plus area code) and a region name.
- Choose the queue in Choose a queue and press Add route.
- To check, type a number in Try a number and press Where would this go?.
- Press Remove to delete a route.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Numbers starting | The prefix callers' numbers start with. | — |
| Region | A name for the area, for your reference. | — |
| Goes to | The queue (or outside number) the calls go to. | — |
Troubleshooting
"A dialling prefix is required."
Enter the prefix first.
"Send it to a queue or to an outside number."
Choose a queue in Choose a queue.
"No region routes. The number a caller dialled decides the queue."
With no route, the number the caller dialled decides the queue.
Tips
- The longest matching prefix wins, so a city code beats a country code.
Good to know
- Adding and removing is for administrators and managers; everyone else sees the list.
Related how-tos
- Routing rules Decide who is answered first, which queue a call lands in by the caller's area, and see what waiting callers are offered.
- Queues & SLA Watch calls waiting, the service level and live calls per queue, and configure each queue's targets, hours and routing.
- Check where a call would go (routing simulator) Walk a pretend call through every rule (hours, holidays, capacity and skills) without dialling anything.