Call Routing: Postcode IVR

Introduction

A Postcode IVR is a specific type of IVR (Interactive Voice Response) that routes calls based on a postcode selection made by the caller. 

The caller will be presented with a prompt to enter their postcode upon which they are routed to a pre-defined termination number. 

There are three types of postcode IVR: 

1. Static postcode IVR
   • every postcode will need to be defined in the setup
   • available for all countries
2. dynamic postcode IVR
   • only selected postcodes are defined in the setup and undefined postcodes will be routed to the geographically nearest defined postcode.
   • available for Australia and New Zealand only.
3. dynamic postcode IVR with selection of options
   • only selected postcodes are defined in the setup and the caller is presented with an additional menu of the 3 geographically nearest postcodes to choose from
   • available for Australia and New Zealand only.

Use cases

A postcode IVR allows for very granular routing of calls based on the caller's chosen postcode. This feature is especially useful for clients with multiple offices or stores that want to ensure callers engage with their nearest outlet.

It can be an alternative to automated geo-routing, especially in countries where geo-routing is not available.

Setup

Please review the IVR setup guide for the steps to built your own IVR. 

Feel free to contact your Account Manager or the Delacon Support team at support@delaconcorp.com in case you have any queries or need assistance with the setup.

Related Articles

• Termination Number
• IVR
• Geo-routing