# Locations & Floor Plans

**Navigation:** Admin → Directory → Locations

---

## What Are Locations?

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

1. **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.
2. **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

1. Admin → Directory → **Locations**
2. Click **Add Location**
3. 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 |

4. 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:

1. Toggle **Make this location available for use on sites** → **On**
2. Enter the **Emergency Number** — the callback number sent to emergency services
3. 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 |

4. 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:**

1. In the location record, scroll to the **Floors** section
2. Click **Add Floor**
3. Click **Upload a new floor plan** and upload an image of the floor layout
4. 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 |

---

## See Also

- **Architectural Build Order** — Locations are created in Phase 1 (Global Foundation) before Sites and Edges
- **Telephony & Trunk Management** — Sites, Edges, and Trunks that reference Locations
- **User Profile Management** — where the Location field appears on user profiles