Configuring the ANI activity

The ANI activity branches workflows based on all or part of a customer’s ANI. For example, you can configure an ANI activity to identify the area codes for callers from French-speaking locations and route all applicable calls to queues with French-speaking agents. The ANI activity enables customers to be efficiently routed to the agents best suited to serve them.

You can add branching conditions to ANI activities to determine how IVR Routing directs callers through the workflow. You can also import and export ANI conditions in .csv files.