How to Configure Destination Coverage

If the campaign where the coverage settings are to be applied has not been created yet

1. Create a New Campaign

2. Configure the Destination

3. Note the Destination Name where coverage rules will be applied

Once the destination is identified, proceed to configure coverage.

Choose the Country from the Country dropdown where calls should be allowed from. If all states within a country are allowed, there is no need to select states separately.

Choose one or more States from the States dropdown.

Important Behavior:

• If a State is selected, calls from all ZIP Codes within that state are allowed by default unless they are in the exclude list of ZIP Codes

• ZIP Code rules can then be used to fine-tune the ZIP Code Settings.

Country and State coverage settings work independently and do not require an IVR. If you only want to route calls based on Country or State, you can configure these settings directly in the Destination Coverage Settings, and calls will be routed accordingly.

Upload a CSV file containing the ZIP Codes.

The CSV file contains two columns:

Included ZIP Codes

• Used to allow calls from ZIP Codes outside the selected states

• These ZIP Codes will always be allowed

Example:

• Selected State → California

• Included ZIP → 10001 (New York)

• Calls from 10001 will still be allowed

Excluded ZIP Codes

• Used to block specific ZIP Codes from selected states

• These ZIP Codes will always be blocked

Example:

• Selected State → California

• Excluded ZIP → 90001

• Calls from 90001 will not be routed

Country/State settings define which locations are allowed. The Country/State settings can work independently, but if ZIP Code based routing is required, an IVR is needed to capture the caller’s ZIP Code.

To verify this, a ZIP Code IVR must be created.

The IVR collects the caller’s ZIP Code and checks whether it matches the coverage settings configured on the destination.

Only when the ZIP Code matches the allowed coverage will the call proceed.

1. Go to the IVR Module

2. Select the ZIP Code IVR Template

 3. Select Campaign to which the IVR is to be linked and the IVR Name

Configure the following nodes in sequence:

1. Welcome Node

Plays a greeting message for the caller.

Example: Thank you for calling. Please follow the instructions to continue.

2. Language Node

Allows callers to select their preferred language.

Example:

• Press 1 for English

• Press 2 for Spanish

3. ZIP Code Node

This node captures the caller’s ZIP Code. The call is routed to the destination only if the caller’s ZIP Code matches the ZIP Code rules configured in the destination coverage settings.

The system then:

1. Reads the ZIP Code entered by the caller

2. Matches it against the Destination Coverage Settings

Routing outcome:

• ZIP Code Allowed → Call is routed to the destination

• ZIP Code Blocked → Call will not be routed

4. Hangup Node

Ends the call after the flow is completed or if the ZIP Code is not valid.

5. Complete Routing Flow

The overall routing flow works as follows:

1. Caller makes a call

2. Call enters the IVR

3. Caller enters their ZIP Code

4. System checks ZIP Code against Coverage Settings

5. If ZIP Code matches the allowed coverage → Call is routed to the destination

6. If ZIP Code does not match → Call is not routed