How to Solve Problems with Geographic Call Routing

Geographic call routing is one of the most popular VoIP business phone features.  With this advanced call distribution tool, you can choose where you want your incoming calls to be routed based on the location of the caller.

But despite its usefulness, some of our customers run into problems with geographic call routing. We’ll provide you with the troubleshooting tips you need to take full advantage of this powerful feature.

You’re receiving calls from an unserviced area

One of the best things about geographic call routing is its ability to block incoming calls from unserviced areas.

Here’s a real life example:

Let’s say that you run a successful online gambling company.  You have a toll free number clearly displayed on your website so that potential and existing customers can contact you free of charge.  But, gambling isn’t legal everywhere, and you could get into a lot of trouble if you’re fielding calls from areas where the practice isn’t legal.  With geographic call routing, you can easily block those calls.

If you find that you’re receiving calls from an unserviced area, the first thing you should do is check your phone system settings.  It’s possible that the settings you’ve created aren’t configured properly.

If everything appears to be set up correctly and you’re still receiving calls from an unserviced area, contact your VoIP provider for assistance.  They will be able to help you troubleshoot this problem.

Your incoming calls aren’t routing correctly

Geographic call routing uses the rules and settings that you (or your provider) input to direct calls to the right agent or location based on where the call is coming from.  But you don’t need us to tell you that if your calls are being routed to the wrong location, you have a serious problem.

If you notice that incoming calls are routing to the wrong places, first, check your existing settings. Your cloud phone system uses a database of area codes and other geographic identifiers to route calls, so if there is even one wrong digit, your calls could be routed to the wrong location.

If all of your settings appear to be configured correctly and you’re still experiencing problems, it’s possible that you are receiving calls from a new area code that has not yet been programmed into your system. (Having problems finding the geo-routing settings in your user dashboard? Contact your provider for assistance.)

You’re not sure how to handle wireless calls

Many of your customers may be dialing your toll free number from a mobile or cell phone that is not a truly accurate reflection of their physical location. As a result, you may not be able to properly route calls based on area code or phone number alone.

If you find that many mobile callers are being sent to the wrong location, you may want to talk to your provider about the possibility of mobile location geo-routing. This functionality automatically routes mobile callers to your nearest office location based on their physical location.

Troubleshooting Problems with Geographic Routing

Problems with geographic call routing can be easily solved (and even prevented) with a little know-how and help from your provider. If you are experiencing any of the problems with geo-routing listed above, try our easy troubleshooting tips, or contact your toll free number provider for more information.

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