Geo Routes provide intelligent call routing based on the geographic location of your caller. This powerful feature allows you to automatically direct calls to the most appropriate destination based on where your customers are calling from, creating a more personalised and efficient service experience.
Geo Routes automatically determine a caller's approximate location and route their call to the most suitable destination based on geographic data. The system works with all inbound numbers but uses different location detection methods:
- Toll Free Numbers (1300, 13, 1800): Use detailed Mobile Originated Location Identifier (MOLI) codes for precise geographic routing
- Landline and Mobile Numbers (02, 03, 04, 07, 08): Use caller ID-based state routing for broader geographic targeting
- Insert Geo Routes anywhere in your call flow
- Combine with IVR systems for sophisticated routing logic
- Example: Sales calls route to the nearest office, while support calls always go to your main centre
- Configure a default route for calls that can't be geo-located
- Ensures no calls are dropped due to location detection issues
- Handles landline calls and international calls seamlessly
- Route calls to any destination in your account:
- Phone numbers
- IVR systems
- Call queues
- Voicemail boxes
- Other routing features
¶ Understanding Location-Based Routing
For 1300, 13, and 1800 numbers, the system uses Mobile Originated Location Identifier (MOLI) codes, which provide highly granular location data:
Mobile Originated Location Identifier (MOLI) codes are geographic identifiers used by Australian telecommunications networks to indicate the specific area from which a mobile call originates.
MOLI codes provide precise geographic routing with hundreds of location areas including:
- Major Cities: Sydney, Melbourne, Brisbane, Perth, Adelaide broken into multiple zones
- Regional Centres: Newcastle, Wollongong, Geelong, Gold Coast, Townsville, and many more
- Remote Areas: Specific coverage for rural and outback locations
- Islands: Norfolk Island, Christmas Island, Cocos Islands
¶ Caller ID-Based Routing (Standard Numbers)
For standard geographic numbers (02, 03, 07, 08), the system uses caller ID to determine the caller's state:
- 02 Numbers: Route based on NSW/ACT caller locations
- 03 Numbers: Route based on VIC/TAS caller locations
- 07 Numbers: Route based on QLD caller locations
- 08 Numbers: Route based on SA/WA/NT caller locations
- Toll Free Numbers (1300/13/1800): Precise suburb/town-level routing via MOLI codes
- Landline and Mobile Numbers (02/03/04/07/08): Broader state-level routing via caller ID
- Mobile calls provide the most accurate location data
- Landline calls offer limited geographic information
- International calls may not provide reliable location data
- VoIP calls may show incorrect location information
- Create Your Geo Route: Give it a descriptive name
- Set Default Route: Choose where unidentified calls should go
- Select Locations: Pick which geographic areas to route specially
- Assign Destinations: Set specific routes for each selected location
Route calls to your nearest office based on caller location:
- Sydney callers → Sydney office
- Melbourne callers → Melbourne office
- Regional callers → Closest major office
Combine with IVR for sophisticated routing:
- Sales inquiries → Geo Route to local sales teams
- Technical support → Always route to main support centre
- Billing queries → Geo Route to regional billing offices
Use different routing during busy periods:
- High-volume locations → Multiple destination options
- Overflow routing when local offices are busy
- Time-based routing combined with geographic routing
- Map your business locations to MOLI code areas
- Consider call volume patterns by region
- Plan for overflow scenarios when local offices are unavailable
- Toll Free Numbers (1300/13/1800): Provide detailed MOLI-based location routing
- Landline and Mobile Numbers (02/03/04/07/08): Provide state-level caller ID-based routing
- Mobile vs Landline: Mobile calls generally provide better location accuracy
- Used in conjunction with your standard routing options
- Integrates with existing IVRs
- Combines with other features like call queues and announcements
- Location data not available for all call types
- Geographic boundaries may not match your service areas exactly
- International calls may not provide location information