DID FORM

Business Owner and Business details

First Name

Last Name

National ID

Email Address

Phone

Business Name

Industry

Upload Passport

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Attach cert of reg/incorporation

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Attach PIN/VAT registration certificate

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Routing Rules and Categories

Description

Rule Category	Routing Rule	Description
Basic Routing	Business Hours Routing	Route calls to agents during working hours; otherwise, send to voicemail or AI Assistant.
	Geographical Routing	Route calls based on the caller's location (e.g., Nairobi → Nairobi agents).
	IVR (AI Voice Assistant) Routing	AI interprets caller intent and routes accordingly (replaces traditional DTMF menus).
Intelligent Routing	Skill-Based Routing	Match calls to agents based on skills (e.g., language proficiency, technical expertise).
	Priority-Based Routing	VIP or high-value customers are routed to priority support or dedicated agents.
	Customer History-Based Routing	Return callers are routed to the same agent they previously spoke with (if available).
AI IVR Routing	Queue-Based Routing	Callers are queued when no agent is available, with optional callbacks.
	Load-Balancing Routing	Calls are evenly distributed among available agents to prevent overload.
	Fraud Prevention (Voice Biometrics)	Unauthenticated callers are routed to a verification or security team.
	Emergency Escalation Routing	Urgent calls (e.g., system outages) are escalated directly to supervisors or emergency teams.

1.Basic Routing

Standard Business||Mon-Fri: 8:00 AM – 5:00 PMExtended Business Hours||Mon-Sun: 24 Hours a Day24/7 Support||Mon-Sun: 24 Hours a DaySplit Shift Hours||Mon-Fri: 8:00 AM – 12:00 PM, 2:00 PM – 8:00 PM, Sat: 9:00 AM – 12:00 PM, 2:00 PM – 5:00 PMWeekend & Holiday Hours||Sat-Sun: 8:00 AM – 8:00 PM,Public Holidays: 10:00 AM – 4:00 PMPeak-Hour Support||Mon-Fri: 9:00 AM – 1:00 PM, 4:00 PM – 8:00 PM, Sat-Sun: 10:00 AM – 2:00 PM

2.Geographical Routing

Same county as Call Center||Route to local agentsInternational Caller||Route to an international support team

3.Skill/Department/Product/Service-Based Routing

Preferred Language (e.g., Swahili,  English, French)||Route to an agent fluent in the requested languageTechnical Support Request||Route to an IT support agentBilling or Payment Issues||Route to a finance agentLegal or Compliance Inquiry||Route to a legal expert

4.Priority-Based Routing

VIP Customer || Route to a priority queue with dedicated agentsRegular Customer || Route to the general support queueHigh-Value Client During Peak  Hours || Move to the front of the queue

5. AI-Based Routing

Basic information inquiry (e.g.,  working hours, promotions) || AI provides an automated responseTransactional request (e.g.,  account balance, order status) || Route to the general support queueHigh-Value Client During Peak  Hours || Move to the front of the queue

6. Customer History-Based Routing

Returning Customer, Same Agent  Available || Route to the same agent for continuityReturning Customer, Agent  Unavailable || Route to another agent in the same departmentFirst-Time Caller || Route to the next available agent

7. Queue-Based Routing

All agents are available || Immediate routing to an agentHigh call volume, long wait times || Offer a callback optionAll agents are busy || Place caller in a waiting queue

8. Load-Balancing Routing

Some agents have a high call  volume || Route to agents with a lower workloadEqual workload among agents || Use round-robin distribution

9. Fraud Prevention Routing (Voice Biometrics and Authentication)

Caller passes voice biometrics || Route as normalCaller fails authentication || Route to a security verification teamCaller refuses verification || Route to fraud investigation unit

10. Emergency Escalation Routing

System outage reported || Route to a supervisor immediatelyFraudulent activity suspected || Route to fraud investigation teamUrgent security concern || Route to emergency response team

11. Failover & Backup Routing

Main call center is offline || Route to backup call centerAll agents are offline after hours || Route to AI Assistant or VoicemailRemote agents available || Route calls to remote agents

12. 24/7 Support Routing

Peak business hours (9 AM – 5 PM) || Route to available agentsNight shift (10 PM – 6 AM) || Route to overnight support teamPublic holiday or weekend || Route to 24/7 agents or AI Assistant

13. IVR (AI Voice Assistant) Routing

Simple requests (e.g., business  hours, branch location) || AI Assistant provides responseSelf-service tasks (e.g., password  reset, account balance) || AI guides caller through self-serviceComplex queries (e.g., billing  dispute, service complaint) || AI requests clarification or routes to general support

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Basic Routing

Routes based on time, location, or voice prompts.

Intelligent Routing

Routes by skills, priority, and caller history.

AI IVR Routing

Uses biometrics, load-balancing, and escalation logic.