Call Routing Guide

Router Node: Customer_Type_Router
  Conditions:
    - {{customer_tier}} == "platinum" → Platinum_Support
    - {{customer_tier}} == "gold" → Gold_Support
    - {{customer_tier}} == "silver" → Silver_Support
    - Always → Standard_Support

Caller: "I want to buy your product"
→ Intent: "sales"
→ Routes to: Sales_Department

Caller: "My account isn't working"
→ Intent: "support"
→ Routes to: Support_Department

Caller: "I have a question about my bill"
→ Intent: "billing"
→ Routes to: Billing_Department

Router: Priority_Router
  Conditions:
    # Emergency calls first
    - {{emergency_keyword}} == true → Emergency_Transfer

    # VIP customers second
    - {{customer_tier}} == "VIP" → VIP_Fast_Track

    # High-value issues third
    - {{issue_value}} > 10000 → Senior_Support

    # Everyone else
    - Always → Standard_Queue

Emergency_Transfer:
  Type: Transfer Call
  Number: +1-800-EMERGENCY
  Message: "Transferring you immediately..."

VIP_Fast_Track:
  Type: Conversation
  Message: "Welcome back, {{customer_name}}. A specialist will
           be with you in just a moment."

Standard_Queue:
  Type: Conversation
  Message: "All representatives are currently assisting others.
           Please hold."

Router: Skill_Router
  Conditions:
    # Technical issues → Technical team
    - {{issue_type}} == "technical" AND
      {{product_category}} == "enterprise" →
      Enterprise_Tech_Support

    # Billing issues → Finance team
    - {{issue_type}} == "billing" OR
      {{issue_type}} == "refund" →
      Finance_Team

    # Product questions → Product specialists
    - {{issue_type}} == "product_info" →
      Product_Specialists

    # Account management → Account team
    - {{issue_type}} == "account" →
      Account_Management

    # Default
    - Always → General_Support

Router: Hours_Router
  Conditions:
    # Weekend
    - {{current_weekday}} IN ["Saturday", "Sunday"] →
      Weekend_Message

    # Before business hours
    - {{current_time}} < "09:00" →
      After_Hours_Message

    # After business hours
    - {{current_time}} > "17:00" →
      After_Hours_Message

    # Lunch time (reduced staff)
    - {{current_time}} >= "12:00" AND
      {{current_time}} < "13:00" →
      Lunch_Queue

    # Business hours
    - Always →
      Business_Hours_Team

Weekend_Message:
  Message: "Our offices are closed on weekends.
           Press 1 to leave a voicemail.
           Press 2 for emergency support, which may incur additional charges.
           Press 3 to hear our business hours."

  Transitions:
    - DTMF: 1 → Voicemail
    - DTMF: 2 → Emergency_Support
    - DTMF: 3 → Business_Hours_Info → Weekend_Message

Router: Holiday_Check
  Conditions:
    # Check if current date is a holiday
    - {{current_date}} == "2024-01-01" → Holiday_Message  # New Year's
    - {{current_date}} == "2024-07-04" → Holiday_Message  # July 4th
    - {{current_date}} == "2024-12-25" → Holiday_Message  # Christmas

    # Normal day
    - Always → Hours_Router

Holiday_Message:
  Message: "We're closed today for the holiday. Our offices will
           reopen on {{next_business_day}}. For emergencies,
           press 1 now."

Custom Variables:
  - caller_timezone: string

Router: Timezone_Router
  Conditions:
    # East Coast hours (9 AM - 5 PM ET)
    - {{caller_timezone}} == "ET" AND
      {{current_time}} >= "09:00" AND
      {{current_time}} < "17:00" →
      East_Coast_Team

    # West Coast hours (9 AM - 5 PM PT)
    - {{caller_timezone}} == "PT" AND
      {{current_time}} >= "09:00" AND
      {{current_time}} < "17:00" →
      West_Coast_Team

    # After hours any timezone
    - Always → After_Hours_Support

# This requires integration with your contact center system

Router: Load_Balancer
  Conditions:
    # Check queue sizes via API
    - {{sales_queue_length}} < {{support_queue_length}} AND
      {{intent}} == "general" →
      Sales_Team  # Route general inquiries to less busy team

    # Route to specific queues normally
    - {{intent}} == "sales" →
      Sales_Team

    - {{intent}} == "support" →
      Support_Team

Tool: Check_Queue_Sizes
  Type: API Call
  URL: https://api.yourcontactcenter.com/queues
  Returns:
    - sales_queue_length
    - support_queue_length
    - average_wait_time

Router: Overflow_Check
  Conditions:
    # Primary team available
    - {{primary_queue_wait}} < 120 →  # Less than 2 min wait
      Primary_Team

    # Overflow to backup team
    - {{primary_queue_wait}} >= 120 AND
      {{backup_team_available}} == true →
      Backup_Team

    # Offer callback
    - {{primary_queue_wait}} >= 300 →  # 5+ min wait
      Callback_Offer

Callback_Offer:
  Message: "All agents are busy. Current wait time is
           {{primary_queue_wait}} minutes.
           Press 1 to continue holding.
           Press 2 to request a callback."

# Using area code
Router: Geographic_Router
  Conditions:
    # East Coast (area codes)
    - {{user_number_area_code}} IN ["212", "718", "646", "917"] →
      NYC_Office

    - {{user_number_area_code}} IN ["617", "857"] →
      Boston_Office

    # West Coast
    - {{user_number_area_code}} IN ["415", "510", "650"] →
      SF_Office

    - {{user_number_area_code}} IN ["213", "310", "424"] →
      LA_Office

    # Default to nearest regional office
    - Always → Find_Nearest_Office

# Using ZIP code (collected from caller)
Router: ZIP_Router
  Conditions:
    - {{zip_code}} >= "10000" AND {{zip_code}} < "20000" →
      Northeast_Region

    - {{zip_code}} >= "90000" AND {{zip_code}} < "97000" →
      West_Coast_Region

    - Always → Central_Region

Language_Selection_Menu:
  Message: "For English, press 1.
           Para Español, oprima dos.
           Pour le Français, appuyez sur trois."

  Transitions:
    - DTMF: 1 → English_Router
    - DTMF: 2 → Spanish_Router
    - DTMF: 3 → French_Router

English_Router:
  # Set language for this path
  Agent Language: en-US
  Voice: aura-asteria-en

  # Continue routing based on intent
  Conditions:
    - {{intent}} == "sales" → English_Sales
    - {{intent}} == "support" → English_Support

Spanish_Router:
  Agent Language: es-MX
  Voice: aura-sofia-es

  Conditions:
    - {{intent}} == "sales" → Spanish_Sales
    - {{intent}} == "support" → Spanish_Support

# Step 1: Identify caller
Node: Identify_Caller
  Message: "Please enter your account number followed by pound."

  DTMF Input Capture:
    Variable: account_number
    Termination Key: #

# Step 2: Lookup customer data
Tool: Lookup_Customer
  URL: https://api.yourcrm.com/customers/{{account_number}}
  Returns:
    - customer_name
    - customer_tier
    - account_balance
    - last_purchase_date
    - assigned_agent

# Step 3: Route based on data
Router: Customer_Data_Router
  Conditions:
    # Negative balance → collections
    - {{account_balance}} < 0 →
      Collections_Team

    # Recently purchased → post-sales support
    - {{last_purchase_date}} within_days 30 →
      Post_Sales_Support

    # Has assigned agent → route to them
    - {{assigned_agent}} != null →
      Assigned_Agent

    # VIP tier → priority
    - {{customer_tier}} == "VIP" →
      VIP_Queue

    # Standard routing
    - Always → General_Support

Stage 1: Initial Classification
  Message: "Are you a current customer or new customer?"

  Transitions:
    - Natural Language: "current customer" → Existing_Customer_Flow
    - Natural Language: "new customer" → New_Customer_Flow

Stage 2a: Existing Customer Flow
  Message: "What can I help you with today?"

  Extract: issue_type

  Router:
    - {{issue_type}} == "problem" → Triage_Problem
    - {{issue_type}} == "question" → Answer_Question
    - {{issue_type}} == "upgrade" → Sales_Team

Stage 2b: New Customer Flow
  Message: "Are you interested in our products or services?"

  Extract: interest_type

  Router:
    - {{interest_type}} == "products" → Product_Sales
    - {{interest_type}} == "services" → Service_Sales
    - {{interest_type}} == "both" → Full_Sales_Team

Stage 3: Problem Triage (from Stage 2a)
  Message: "How urgent is this issue?"

  Extract: urgency

  Router:
    - {{urgency}} == "critical" → Priority_Support
    - {{urgency}} == "moderate" → Standard_Support
    - {{urgency}} == "low" → Self_Service_Options

Level 1: Initial Support
  Type: Conversation Node
  Agent handles common issues

  Transitions:
    # Issue resolved
    - Natural Language: "problem solved" → Thank_And_Close

    # Needs escalation
    - Natural Language: "needs expert" OR
      {{attempt_count}} > 3 →
      Level_2_Router

Level 2: Specialized Support
  Type: Conversation Node
  More experienced agent

  Transitions:
    # Issue resolved
    - Natural Language: "resolved" → Thank_And_Close

    # Needs management
    - Natural Language: "needs supervisor" OR
      {{customer_satisfaction}} < 3 →
      Level_3_Manager

Level 3: Manager
  Type: Transfer Call
  Message: "Let me connect you with a supervisor who can help."
  Number: +1-800-MANAGERS

Equals:
  {{variable}} == "value"

Not Equals:
  {{variable}} != "value"

Greater Than:
  {{variable}} > 100

Less Than:
  {{variable}} < 100

Greater or Equal:
  {{variable}} >= 100

Less or Equal:
  {{variable}} <= 100

Contains:
  {{variable}} contains "keyword"

In List:
  {{variable}} IN ["value1", "value2", "value3"]

AND:
  {{condition1}} == true AND {{condition2}} == true

OR:
  {{condition1}} == true OR {{condition2}} == true

NOT:
  NOT {{condition1}}

Complex:
  ({{tier}} == "VIP" OR {{balance}} > 10000) AND
  {{issue_type}} != "billing"

# VIP customers with urgent issues
Condition:
  {{customer_tier}} == "VIP" AND
  {{urgency}} == "high"
→ VIP_Priority_Queue

# New customers or high-value opportunities
Condition:
  {{customer_type}} == "new" OR
  {{opportunity_value}} > 50000
→ Sales_Team

# Weekend or after hours
Condition:
  {{current_weekday}} IN ["Saturday", "Sunday"] OR
  {{current_time}} > "17:00" OR
  {{current_time}} < "09:00"
→ After_Hours_Menu

# Account issues requiring verification
Condition:
  {{issue_type}} == "account_access" AND
  {{verified}} != true
→ Verification_Flow

❌ Wrong Order:
Router:
  Conditions:
    - Always → General_Support
    - {{tier}} == "VIP" → VIP_Support  # Never reached!

✓ Correct Order:
Router:
  Conditions:
    - {{tier}} == "VIP" → VIP_Support
    - Always → General_Support

Router: Proper_Order
  Conditions:
    # 1. Most specific conditions first
    - {{tier}} == "VIP" AND {{issue}} == "critical" →
      VIP_Critical

    # 2. Then specific but less critical
    - {{tier}} == "VIP" →
      VIP_Standard

    # 3. Then general conditions
    - {{issue}} == "critical" →
      Critical_Support

    # 4. Catch-all last
    - Always →
      General_Support

Entry: Collect_Intent
  Message: "How can I help you today?"
  Extract: caller_intent

Router: Main_Router
  Conditions:
    # Order tracking (most common)
    - {{caller_intent}} contains "order" OR
      {{caller_intent}} contains "tracking" OR
      {{caller_intent}} contains "delivery" →
      Order_Tracking_Flow

    # Returns (second most common)
    - {{caller_intent}} contains "return" OR
      {{caller_intent}} contains "refund" OR
      {{caller_intent}} contains "exchange" →
      Returns_Flow

    # Product questions
    - {{caller_intent}} contains "product" OR
      {{caller_intent}} contains "information" →
      Product_Info_Flow

    # Account issues
    - {{caller_intent}} contains "account" OR
      {{caller_intent}} contains "login" OR
      {{caller_intent}} contains "password" →
      Account_Support_Flow

    # Speak to human
    - {{caller_intent}} contains "representative" OR
      {{caller_intent}} contains "person" OR
      {{caller_intent}} contains "agent" →
      Transfer_To_Agent

    # Fallback
    - Always →
      General_Support

Entry: Verify_Identity
  Message: "For your privacy, please enter your date of birth
           as 8 digits. For example, January 15th, 1990 would be
           01-15-1990."

  DTMF Input Capture:
    Variable: date_of_birth
    Digit Limit: 8

Tool: Verify_Patient
  API: https://api.healthsystem.com/verify
  Parameters:
    dob: {{date_of_birth}}
    phone: {{user_number}}
  Returns:
    - patient_verified
    - patient_name
    - has_upcoming_appointments

Router: Verified_Router
  Conditions:
    # Not verified
    - {{patient_verified}} == false →
      Manual_Verification

    # Has upcoming appointment (likely calling about it)
    - {{has_upcoming_appointments}} == true →
      Upcoming_Appointment_Options

    # Verified, no upcoming appointments
    - Always →
      Main_Menu

Upcoming_Appointment_Options:
  Message: "Hello {{patient_name}}. I see you have an appointment
           coming up. Are you calling about:
           Press 1 to confirm your appointment
           Press 2 to reschedule
           Press 3 to cancel
           Press 4 for something else"

Main_Menu:
  Message: "How can I help you?
           Press 1 to schedule an appointment
           Press 2 for prescription refills
           Press 3 for test results
           Press 4 to speak with a nurse"

Entry: Welcome
  Message: "Thank you for calling Acme Corporation."

Router: Time_Check
  Conditions:
    - {{current_weekday}} IN ["Saturday", "Sunday"] → Weekend_Flow
    - {{current_time}} < "09:00" OR {{current_time}} > "17:00" → After_Hours_Flow
    - Always → Business_Hours_Flow

Business_Hours_Flow:
  Message: "For Sales, press 1.
           For Support, press 2.
           For Billing, press 3.
           For Human Resources, press 4.
           For our directory, press 5.
           Or stay on the line for the operator."

  Transitions:
    - DTMF: 1 → Sales_Router
    - DTMF: 2 → Support_Router
    - DTMF: 3 → Billing_Router
    - DTMF: 4 → HR_Router
    - DTMF: 5 → Directory_Search
    - Timeout 15s → Operator_Transfer

Sales_Router:
  Conditions:
    - {{caller_number}} IN existing_customers → Account_Manager
    - Always → New_Sales_Team

Support_Router:
  Message: "Is this a technical issue or product question?"
  Extract: support_type

  Conditions:
    - {{support_type}} contains "technical" → Tech_Support
    - {{support_type}} contains "product" → Product_Support
    - Always → General_Support

After_Hours_Flow:
  Message: "You've reached us outside business hours.
           Press 1 for our automated account information system.
           Press 2 to leave a message for Sales.
           Press 3 to leave a message for Support.
           Press 0 for our emergency hotline."