fix(voice): suppress low-signal turns and false lookup replies

tests/test_ai_orchestrator_service.py

@@ -1451,6 +1451,52 @@ def test_voice_v2_streaming_duplex_early_plan_returns_fast_safe_reply_without_ll
     assert "оператор" in decision["reply_text"].lower()
 
 
+def test_voice_decision_hearing_check_keeps_active_topic_without_llm(monkeypatch):
+    def _unexpected_llm(messages):
+        raise AssertionError(f"LLM should not be called for hearing check: {messages!r}")
+
+    monkeypatch.setattr(ai_module, "_request_structured_model_decision", _unexpected_llm)
+
+    decision = voice_module._voice_decision(
+        language="ru",
+        customer=None,
+        interaction=SimpleNamespace(interaction_id="int_voice_hearing", status="new", queue_id="que_voice", subject="schedule"),
+        transcript_text="Алло, ты меня слышишь?",
+        transcript_window=[
+            SimpleNamespace(speaker="caller", text="Мне надо узнать график работы.", sequence_no=1, source_type="voice_asr", barge_in_interrupted=False, created_at=utc_now_iso()),
+            SimpleNamespace(speaker="assistant", text="Подскажите, какой именно график работы вас интересует?", sequence_no=2, source_type="voice_policy", barge_in_interrupted=False, created_at=utc_now_iso()),
+            SimpleNamespace(speaker="caller", text="В городе Алмата.", sequence_no=3, source_type="voice_asr", barge_in_interrupted=False, created_at=utc_now_iso()),
+            SimpleNamespace(speaker="caller", text="Алло, ты меня слышишь?", sequence_no=4, source_type="voice_asr", barge_in_interrupted=False, created_at=utc_now_iso()),
+        ],
+        kb_results=[],
+        disclosure_required=False,
+        request_metadata={"voice_v2_enabled": True, "response_plan_id": "rsp_hearing"},
+    )
+
+    assert decision["model"] == "voice_policy_hearing_check"
+    assert decision["reply_text"].startswith("Да, вас слышу.")
+    assert "Как я могу помочь" not in decision["reply_text"]
+    assert "филиал" in decision["reply_text"] or "адрес" in decision["reply_text"]
+
+
+def test_voice_postprocess_reply_rewrites_false_lookup_promise():
+    reply_text = voice_module._voice_postprocess_reply_text(
+        language="ru",
+        transcript_text="В городе Алмата.",
+        transcript_window=[
+            SimpleNamespace(speaker="caller", text="Мне надо узнать график работы.", sequence_no=1, source_type="voice_asr", barge_in_interrupted=False, created_at=utc_now_iso()),
+            SimpleNamespace(speaker="caller", text="В городе Алмата.", sequence_no=2, source_type="voice_asr", barge_in_interrupted=False, created_at=utc_now_iso()),
+        ],
+        reply_text="Спасибо. Я уточню график работы в Алмате. Минуточку, пожалуйста.",
+        kb_results=[],
+        needs_handoff=False,
+    )
+
+    assert "уточню" not in reply_text.lower()
+    assert "минуточ" not in reply_text.lower()
+    assert "филиал" in reply_text.lower() or "адрес" in reply_text.lower()
+
+
 def test_turn_voice_session_early_plan_does_not_persist_partial_turns(monkeypatch):
     monkeypatch.setenv("AI_VOICE_POLICY_MODE", "v2_streaming_duplex")