Can I route calls to queues or agents based on area code?

Administration > Queue Properties > Wildcards Tab

 

To activate Wildcard Routing, enable Preferred Agent Routing Caller ID trigger.

 

  1. Press and enter a name in the Description field
  2. In Wildcard column, enter area code you wish to route by, followed by an asterisk e.g. 08*

  3. Use Preferred Queue column drop-down and select queue you wish to route Wildcard to

     

     

  4. If you prefer to route Wildcard to a Preferred Agent Group, select it from final column and deselect Preferred Queue
  5. Press to save

    6.  

    ClosedWildcard pattern options