Home Inbound Numbers (13/1300/1800 & Routing) Geographic Call Routing (State, Area & Postcode)

Geographic Call Routing (State, Area & Postcode)

Last updated on Dec 14, 2025

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Geographic call routing directs inbound calls based on where the caller is located.

This allows businesses to answer calls locally, even when using a single national number.

How Geographic Call Routing Works

When someone calls your inbound number:

  1. The caller’s location is identified

  2. Geographic routing rules are applied

  3. The call is delivered to the matching destination

Routing is based on network-level location information.

Types of Geographic Routing

State-based routing

  • Routes calls by state or territory

  • Common for national businesses

  • Ensures callers reach the correct regional team

Area-based routing

  • Routes calls by city or regional area

  • Useful for businesses with multiple offices within a state

Postcode-based routing

  • Routes calls using postcode boundaries

  • Provides more granular local call handling

When Geographic Routing Makes Sense

Geographic routing is commonly used when:

  • You have offices in multiple locations

  • You want callers to speak with a local team

  • Services vary by region

  • You operate franchises or branches

Geographic Routing and Mobile Callers

For mobile callers:

  • Location is determined by mobile network data

  • Routing accuracy may vary slightly compared to landlines

Pickle accounts for these differences when designing routing.

Combining Geographic Routing with Other Rules

Geographic routing can be combined with:

  • Time & day routing

  • IVR menus

  • Call overflow and failover

For example, calls may route by state during business hours and overflow nationally after hours.

Things to Consider

When using geographic routing:

  • More granular routing increases complexity

  • Clear documentation helps avoid confusion

  • Regular reviews ensure routing stays accurate

Simple setups are often more reliable.

When to Contact Pickle

Contact Pickle if you:

  • Want to introduce local call handling

  • Are unsure which level of routing to use

  • Need help simplifying complex geographic rules

  • Are expanding into new regions

We can help design geographic routing that fits your structure and call volumes.