Locations & Floor Plans

What Are Locations?

Locations represent physical addresses in Genesys Cloud. They serve two distinct purposes:

Emergency Services (911/112) — Locations are the source of address data sent to emergency dispatchers when a user dials an emergency number. This is the most critical function.
User Directory — Locations appear on user profiles and are searchable in the org directory, helping colleagues find where someone is physically based.

Infrastructure Relationship

Locations connect the physical world to Genesys telephony:

Location (Physical Address)
    └── Site (Logical Telephony Hub)
          └── Edge (Telephony Engine — handles audio, SIP, recording)
                └── Trunk (External connection to PSTN / SBC / PBX)

⚠️ A Site must be linked to a Location for emergency (911) routing to work. Without this link, Genesys cannot send the correct address to emergency dispatchers.

Creating a Location

Admin → Directory → Locations
Click Add Location
Fill in:

Field	Notes
Name	Descriptive name (e.g., "Monterrey HQ", "Dallas Office Floor 3")
Site Contact	A user in your org who is the primary contact for this building
Address	Physical street address — used for emergency services
Location Image	Optional building photo — JPEG, PNG, or GIF, max 10MB

Click Save

⚠️ Do not put floor numbers in the main address field. Use the dedicated Floors section instead. Mixing floors into the address breaks emergency routing accuracy.

Emergency Services Configuration

This is the highest-priority section for both production deployments and the admin exam.

In the Location Details tab after saving the location:

Toggle Make this location available for use on sites → On
Enter the Emergency Number — the callback number sent to emergency services
Choose the ANI (Automatic Number Identification) logic:

ANI Option	Behaviour
Use as the ANI only if the phone or user doesn't have one	Fallback — uses the location's emergency number only when the individual user has no assigned DID
Always use as the ANI	Override — forces this location's number to be sent to dispatchers regardless of the user's personal extension

Click Save

Why ANI Matters

In multi-line environments (large offices, contact centers), emergency dispatchers need the building address — not a random agent's personal extension. The ANI setting ensures the dispatcher receives a number that maps to the correct physical location so emergency responders go to the right place.

Genesys uses ELIN (Emergency Location Identification Number) for this. When a user at a Site dials 911, Genesys looks up the Location linked to that Site and sends the configured ELIN/ANI to the dispatcher.

Adding Floors & Floor Plans

Best practice: Add multiple floors to a single Location rather than creating a separate Location per floor.

To add a floor:

In the location record, scroll to the Floors section
Click Add Floor
Click Upload a new floor plan and upload an image of the floor layout
Click Save

Supported formats: JPEG, PNG, GIF — max 10MB per image

User Pins

Once a floor plan is uploaded, users can drop a pin on the map from their own profile to mark their exact desk location. This is not admin-controlled — it is self-service per user.

Why floor plans matter beyond aesthetics:

In an emergency, supervisors can see exactly where each agent is sitting
Speeds up emergency responder navigation in large facilities
Helps remote managers understand physical seating arrangements

Location Visibility in the Directory

When a location is assigned to a user's profile:

It appears on their directory profile card
It is searchable — colleagues can find people by location name
It displays the floor plan pin if the user has set one

Quick Reference — Key Facts

Feature	Detail
Primary purpose	Emergency routing + user directory
Emergency standard	ELIN (Emergency Location Identification Number)
Site link required for 911	Yes — Site must reference the Location
Floor plan formats	JPEG, PNG, GIF
Floor plan max size	10MB
Floor best practice	Add floors to one Location — do not create a new Location per floor
ANI override option	"Always use as the ANI" — forces location number to dispatch
User pin	Self-service — users set their own pin on their profile