Locations & Floor Plans

Navigation: Admin → Directory → Locations 
 
 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 
 
 
 
 
 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