fix: speak a fallback to the caller when live-operator handoff times out instead of leaving dead silence

services/ai_voice_runtime_service/media_runtime.py

@@ -416,6 +416,13 @@ class AudioSocketMediaRuntime:
             return "Техникалық ақау шықты. Оператормен қосамын."
         return "Возникла техническая проблема со связью. Соединяю с оператором."
 
+    @staticmethod
+    def _handoff_unavailable_text(language: str | None) -> str:
+        normalized = str(language or "").strip().lower()
+        if normalized == "kz":
+            return "Кешіріңіз, дәл қазір операторлардың барлығы бос емес. Мен сұрағыңызға көмектесуді жалғастырамын."
+        return "Извините, сейчас все операторы заняты и не отвечают. Я продолжу помогать вам сама, задайте свой вопрос."
+
     @staticmethod
     def _should_use_emotive_ack(registration: MediaRegistration, language: str | None) -> bool:
         if not registration.voice_v2_emotive_ack:
@@ -1895,6 +1902,19 @@ class AudioSocketMediaRuntime:
                     actor.registration.voice_session_id,
                     str(exc)[:500],
                 )
+                # The caller was already told "one moment, connecting you" -
+                # leaving them in dead silence when the transfer times out is
+                # worse than an AI-handled fallback, so tell them and keep going.
+                if not actor.closed:
+                    with contextlib.suppress(Exception):
+                        await self._speak_reply(
+                            actor,
+                            self._handoff_unavailable_text(actor.registration.language),
+                            is_greeting=False,
+                            reply_phase="handoff_unavailable",
+                        )
+                    if not actor.closed:
+                        await self._set_actor_state(actor, "listening")
 
         actor.handoff_task = asyncio.create_task(_run())
         return actor.handoff_task