Location (Postcode) Routing

The Location Postcode Node allows calls to route to different answer points dependent on the postcode entered by a caller. The basic premise is to allow customers with many locations or franchises to effectively route callers to the closest location via use of a postcode entry by the caller.

Customers at a minimum need to:

• Upload a template CSV with at least one postcode (Templates at bottom of this article)
• Complete a 'No Match' Route

The template CSV will contain a list of postcodes as well as the desired desintation for each postcode, the 'No Match' route highlighted in red in the above is a default route for not-entered/invalid postcodes, timeouts as well as a general failover for any errors with individual answerpoints.

Optional requirements are:

• Adjust the introduction audio to custom instead of default
• Change the number of input attempts 
• Change the timeout for inputting an attempt.
• Adjust the ring time for single answerpoint based configurations

There is two templates available for use:

Platform - Postcode Routing Template (Single AP).xlsx

Platform - Postcode Routing Template (Flows).xlsx

You can remove as many postcodes as desired however if a postcode entered is missing it will route via the 'No Match' route.

Postcode Routing Restrictions

• Headers cannot be changed.
• No duplicate postcodes allowed.
• No incorrect postcodes allowed.
• Numbers must be in E164 Format (no +).
• Flow Names must exist on the same project and match in the flow list.
• Flows and Single APs cannot be in the same file, if you desire a flow route for a postcode you must create flows for all endpoints.