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diff --git a/.env.example b/.env.example
index 92e7d1e..1e99052 100644
--- a/.env.example
+++ b/.env.example
@@ -36,6 +36,8 @@ AI_API_BASE=
AI_API_KEY=
AI_MODEL=stub-telegram-assistant
AI_TIMEOUT_SECONDS=20
+AI_CUSTOMER_PERSONA_MODE=operator_humanlike
+AI_DISCLOSURE_MODE=hidden
AI_TELEGRAM_ENABLED=0
AI_TELEGRAM_ALWAYS_REPLY=0
AI_TELEGRAM_MAX_CONTEXT_MESSAGES=20
@@ -48,6 +50,7 @@ AI_WHATSAPP_MAX_KB_RESULTS=3
AI_WHATSAPP_CONFIDENCE_HANDOFF_THRESHOLD=0.65
AI_VOICE_RUNTIME_SERVICE_URL=http://localhost:8018
AI_VOICE_ENABLED=0
+AI_VOICE_POLICY_MODE=llm_guarded
AI_VOICE_QUEUE_CONFIG_JSON={}
AI_VOICE_ASR_PROVIDER=openai
AI_VOICE_TTS_PROVIDER=openai
diff --git a/.env.production.template b/.env.production.template
index b65f60d..7f32934 100644
--- a/.env.production.template
+++ b/.env.production.template
@@ -32,6 +32,8 @@ AI_API_BASE=https://<llm-host>/v1
AI_API_KEY=<llm-api-key>
AI_MODEL=<llm-model>
AI_TIMEOUT_SECONDS=20
+AI_CUSTOMER_PERSONA_MODE=operator_humanlike
+AI_DISCLOSURE_MODE=hidden
AI_TELEGRAM_ENABLED=0
AI_TELEGRAM_ALWAYS_REPLY=0
AI_TELEGRAM_MAX_CONTEXT_MESSAGES=20
@@ -43,6 +45,7 @@ AI_WHATSAPP_MAX_CONTEXT_MESSAGES=20
AI_WHATSAPP_MAX_KB_RESULTS=3
AI_WHATSAPP_CONFIDENCE_HANDOFF_THRESHOLD=0.65
AI_VOICE_ENABLED=0
+AI_VOICE_POLICY_MODE=llm_guarded
AI_VOICE_QUEUE_CONFIG_JSON={"voice_lab_ai":{"mode":"ai_first","agent_profile":"voice_support","handoff_queue_code":"voice_lab","language":"ru"}}
AI_VOICE_ASR_PROVIDER=openai
AI_VOICE_TTS_PROVIDER=openai
diff --git a/docs/acceptance/.gitignore b/docs/acceptance/.gitignore
deleted file mode 100644
index 12bd819..0000000
--- a/docs/acceptance/.gitignore
+++ /dev/null
@@ -1,4 +0,0 @@
-track9/[0-9]*/
-track9_1/[0-9]*/
-track10/[0-9]*/
-track11/[0-9]*/
diff --git a/docs/acceptance/track10/README.md b/docs/acceptance/track10/README.md
deleted file mode 100644
index b6e8840..0000000
--- a/docs/acceptance/track10/README.md
+++ /dev/null
@@ -1,13 +0,0 @@
-# Track 10 Acceptance Evidence
-
-Store Track 10 reliability evidence per run:
-
-- `docs/acceptance/track10/<timestamp>/...`
-
-Recommended contents:
-- `voice-latency-latest.json`
-- `command-output.txt`
-- `track10-acceptance.md`
-
-Reference runbook:
-- `docs/runbooks/track10-live-voice-reliability.md`
diff --git a/docs/acceptance/track10/track10-acceptance.md b/docs/acceptance/track10/track10-acceptance.md
deleted file mode 100644
index 396a89f..0000000
--- a/docs/acceptance/track10/track10-acceptance.md
+++ /dev/null
@@ -1,41 +0,0 @@
-# Track 10 Acceptance (Latest)
-
-## Environment
-
-- Date: `2026-03-05`
-- Gateway URL: `http://127.0.0.1:8080`
-- Database URL (masked): `sqlite:///.data_local/mvp_cc.db`
-- Evidence folder: `docs/acceptance/track10/20260305_163330`
-
-## Validation command
-
-```powershell
-python scripts\track10_voice_latency_report.py `
- --database-url sqlite:///.data_local/mvp_cc.db `
- --since-minutes 90 `
- --breach-mode direct `
- --json-out docs/acceptance/track10/20260305_163330/voice-latency-latest.json
-```
-
-## Result summary
-
-- total calls: `10`
-- active_no_end: `0`
-- ended_no_recording_upload: `0`
-- ended_direct_calls: `4`
-- ended_reconciled_calls: `6`
-- p95 started->ended: `1686.35s`
-- p95 ended->recording upload: `455.25s`
-- p95 direct started->ended: `33.0s`
-- p95 direct ended->recording upload: `2.85s`
-
-## Decision
-
-- [x] GO (with exception)
-- [ ] NO-GO
-
-## Notes
-
-- Direct path remains stable (`active_no_end=0`, `ended_no_recording_upload=0`).
-- Threshold exception recorded: direct `started->ended` is `33s` vs target `30s`.
-- Detailed run: `docs/acceptance/track10/20260305_163330/track10-acceptance.md`
diff --git a/docs/acceptance/track11/README.md b/docs/acceptance/track11/README.md
deleted file mode 100644
index 0862f76..0000000
--- a/docs/acceptance/track11/README.md
+++ /dev/null
@@ -1,15 +0,0 @@
-# Track 11 Acceptance Evidence
-
-Stable summary:
-
-- [track11-acceptance.md](/e:/Zhan/docs/acceptance/track11/track11-acceptance.md)
-
-Store Track 11 QA evidence per run:
-
-- `docs/acceptance/track11/<timestamp>/track11-acceptance.md`
-- `docs/acceptance/track11/<timestamp>/operator-live-calls.json`
-- `docs/acceptance/track11/<timestamp>/bridge-actions.json`
-- `docs/acceptance/track11/<timestamp>/playback-proof.json`
-
-Reference runbook:
-- `docs/runbooks/track11-live-operator-call-control.md`
diff --git a/docs/acceptance/track11/track11-acceptance.md b/docs/acceptance/track11/track11-acceptance.md
deleted file mode 100644
index 7ad1401..0000000
--- a/docs/acceptance/track11/track11-acceptance.md
+++ /dev/null
@@ -1,35 +0,0 @@
-# Track 11 Acceptance (Latest)
-
-## Environment
-
-- Date: `2026-03-07`
-- Base URL: `http://localhost:8080`
-- Database URL (masked): `sqlite:///.data_local/mvp_cc.db`
-- Evidence package: [20260307_104748](/e:/Zhan/docs/acceptance/track11/20260307_104748)
-
-## Executed scenario
-
-1. Operator received a live inbound call in `/operator`.
-2. Operator claimed the call.
-3. Operator completed a real hangup path and recording playback was validated.
-4. Operator completed a blind transfer flow from the live-call block.
-
-## Validation summary
-
-- live inbound visibility: `yes`
-- claim persisted: `yes`
-- hangup persisted: `yes`
-- transfer persisted: `yes`
-- `call.connected` present: `yes`
-- `call.transferred` present: `yes`
-- recording playback: `PASS`
-
-## Result
-
-- GO / NO-GO: `GO`
-- Track 11 status: `Accepted`
-
-## Notes
-
-- Detailed package: `docs/acceptance/track11/20260307_104748/track11-acceptance.md`
-- Track 11 keeps browser UI control and external softphone media as the accepted baseline.
diff --git a/docs/acceptance/track11/track11-acceptance.template.md b/docs/acceptance/track11/track11-acceptance.template.md
deleted file mode 100644
index a44d5bc..0000000
--- a/docs/acceptance/track11/track11-acceptance.template.md
+++ /dev/null
@@ -1,41 +0,0 @@
-# Track 11 Acceptance - <timestamp>
-
-## Environment
-
-- Base URL: `<gateway_base_url>`
-- Database: `<database_url>`
-- Asterisk VM: `<asterisk_host>`
-- Operator account: `<operator_user>`
-- Operator extension: `<operator_extension>`
-
-## Executed scenario
-
-1. Caller `1001` called `7000`.
-2. Operator opened `/operator` -> `╨Ц╨╕╨▓╤Л╨╡ ╨╖╨▓╨╛╨╜╨║╨╕`.
-3. Operator clicked `╨Я╤А╨╕╨╜╤П╤В╤М ╨▓ ╤А╨░╨▒╨╛╤В╤Г`.
-4. Voice conversation in `MicroSIP/Zoiper` was confirmed.
-5. Operator executed one or both actions:
- - [ ] `╨Ч╨░╨▓╨╡╤А╤И╨╕╤В╤М`
- - [ ] `╨Я╨╡╤А╨╡╨┤╨░╤В╤М` (blind transfer)
-6. Recording was checked in `/supervisor`.
-
-## API and DB evidence
-
-- Live call list saved: `operator-live-calls.json`
-- Action log saved: `bridge-actions.json`
-- Playback proof saved: `playback-proof.json`
-
-## Mandatory checks
-
-- [ ] `call.started` exists (`payload.source=asterisk`)
-- [ ] `call.connected` exists
-- [ ] `call.ended` exists
-- [ ] `recording.ready` exists
-- [ ] optional `call.transferred` exists when transfer path was tested
-- [ ] no unresolved failed call-control actions in the acceptance window
-
-## Decision
-
-- GO / NO-GO: `<decision>`
-- Notes:
- - `<notes>`
diff --git a/docs/acceptance/track12/20260307_161629/bridge-actions.json b/docs/acceptance/track12/20260307_161629/bridge-actions.json
deleted file mode 100644
index 3289c98..0000000
--- a/docs/acceptance/track12/20260307_161629/bridge-actions.json
+++ /dev/null
@@ -1,27 +0,0 @@
-{
- "latest_call": "1772881979.108",
- "latest_call_actions": [],
- "reference_recent_ok_actions": [
- {
- "call_id": "1772881673.105",
- "action_type": "hangup",
- "actor_user": "operator",
- "result_status": "ok",
- "created_at": "2026-03-07T11:08:42+00:00"
- },
- {
- "call_id": "1772881673.105",
- "action_type": "claim",
- "actor_user": "operator",
- "result_status": "ok",
- "created_at": "2026-03-07T11:08:16+00:00"
- },
- {
- "call_id": "1772876380.93",
- "action_type": "hangup",
- "actor_user": "operator",
- "result_status": "ok",
- "created_at": "2026-03-07T09:40:02+00:00"
- }
- ]
-}
\ No newline at end of file
diff --git a/docs/acceptance/track12/20260307_161629/operator-live-calls-empty.json b/docs/acceptance/track12/20260307_161629/operator-live-calls-empty.json
deleted file mode 100644
index 0637a08..0000000
--- a/docs/acceptance/track12/20260307_161629/operator-live-calls-empty.json
+++ /dev/null
@@ -1 +0,0 @@
-[]
\ No newline at end of file
diff --git a/docs/acceptance/track12/20260307_161629/operator-live-calls.json b/docs/acceptance/track12/20260307_161629/operator-live-calls.json
deleted file mode 100644
index 16517d8..0000000
--- a/docs/acceptance/track12/20260307_161629/operator-live-calls.json
+++ /dev/null
@@ -1,25 +0,0 @@
-[
- {
- "call_id": "1772881979.108",
- "caller_name": "1001",
- "caller_number": "1001",
- "channel_name": "PJSIP/2001-00000047",
- "claimed_at": null,
- "claimed_by_user": null,
- "connected_at": "2026-03-07T11:13:05+00:00",
- "ended_at": null,
- "hangup_cause": "unknown",
- "has_recording": false,
- "interaction_id": "int_0349796d1e",
- "last_transition_at": "2026-03-07T11:13:26+00:00",
- "operator_extension": "2001",
- "queue_code": "voice_lab",
- "queue_id": "que_23fb0ad07c",
- "started_at": "2026-03-07T11:13:01+00:00",
- "status": "active",
- "telephony_status": "connected",
- "terminal_action": null,
- "terminal_target": null,
- "updated_at": "2026-03-07T11:13:26+00:00"
- }
-]
\ No newline at end of file
diff --git a/docs/acceptance/track12/20260307_161629/operator-recent-calls.json b/docs/acceptance/track12/20260307_161629/operator-recent-calls.json
deleted file mode 100644
index 0637a08..0000000
--- a/docs/acceptance/track12/20260307_161629/operator-recent-calls.json
+++ /dev/null
@@ -1 +0,0 @@
-[]
\ No newline at end of file
diff --git a/docs/acceptance/track12/20260307_161629/playback-proof.json b/docs/acceptance/track12/20260307_161629/playback-proof.json
deleted file mode 100644
index 9d48bf9..0000000
--- a/docs/acceptance/track12/20260307_161629/playback-proof.json
+++ /dev/null
@@ -1,10 +0,0 @@
-{
- "call_id": "1772881979.108",
- "interaction_id": "int_0349796d1e",
- "recording_id": "rec_733ef323b1",
- "url": "http://127.0.0.1:8080/proxy/recording/recordings/rec_733ef323b1/content?disposition=inline",
- "status_code": 200,
- "content_type": "audio/wav",
- "content_length": 457324,
- "file_name": "20260307-161300-1772881979.108.wav"
-}
\ No newline at end of file
diff --git a/docs/acceptance/track12/20260307_161629/track12-acceptance.md b/docs/acceptance/track12/20260307_161629/track12-acceptance.md
deleted file mode 100644
index b52681b..0000000
--- a/docs/acceptance/track12/20260307_161629/track12-acceptance.md
+++ /dev/null
@@ -1,75 +0,0 @@
-# Track 12 Acceptance - 20260307_161629
-
-## Environment
-
-- Base URL: `http://localhost:8080`
-- Database: `sqlite:///./.data_local/mvp_cc.db`
-- Asterisk host: `92.38.48.166`
-- Operator user: `operator`
-- Operator extension: `2001`
-
-## Acceptance Basis
-
-Track 12 is a UX/state hardening layer on top of accepted Track 11.
-This package closes the Track 12 delta and keeps Track 11 control-path proof as the inherited baseline.
-
-Reference control-path package:
-- [track11-acceptance.md](/e:/Zhan/docs/acceptance/track11/20260307_104748/track11-acceptance.md)
-
-Track 12 delta call:
-- `call_id = 1772881979.108`
-- `interaction_id = int_0349796d1e`
-- `recording_id = rec_733ef323b1`
-
-## Executed Scenarios
-
-- [x] Happy path inherited from accepted Track 11 package
-- [x] Transfer path inherited from accepted Track 11 package
-- [x] Passive path: answer in SIP, no browser action, call remains in `live-calls` until real hangup
-- [x] No-fake-cards path: `╨Ц╨╕╨▓╤Л╨╡ ╨╖╨▓╨╛╨╜╨║╨╕` uses bridge data only and does not show `interaction:int_*`
-
-## Delta Evidence
-
-- Active live call snapshot: [operator-live-calls.json](/e:/Zhan/docs/acceptance/track12/20260307_161629/operator-live-calls.json)
-- Recent call snapshot: [operator-recent-calls.json](/e:/Zhan/docs/acceptance/track12/20260307_161629/operator-recent-calls.json)
-- Empty live snapshot after call end: [operator-live-calls-empty.json](/e:/Zhan/docs/acceptance/track12/20260307_161629/operator-live-calls-empty.json)
-- Action log summary: [bridge-actions.json](/e:/Zhan/docs/acceptance/track12/20260307_161629/bridge-actions.json)
-- Playback proof: [playback-proof.json](/e:/Zhan/docs/acceptance/track12/20260307_161629/playback-proof.json)
-- Live monitor trace: [track12-monitor.log](/e:/Zhan/docs/acceptance/track12/20260307_161629/track12-monitor.log)
-
-## What The Monitor Proved
-
-For call `1772881979.108`:
-
-1. At `2026-03-07T11:13:01+00:00` the call entered `/asterisk/live-calls` as:
- - `status = active`
- - `telephony_status = ringing`
-2. At `2026-03-07T11:13:05+00:00` it stayed in `/asterisk/live-calls` and moved to:
- - `telephony_status = connected`
- - `operator_extension = 2001`
-3. At `2026-03-07T11:13:26+00:00` a synthetic reconciled `call.ended` was emitted, but the call still remained in `/asterisk/live-calls`.
-4. Only at the real final hangup (`2026-03-07T11:13:30+00:00`) the call left `/asterisk/live-calls` and moved to `/asterisk/recent-calls`.
-5. `recording.ready` was emitted and the recording was imported successfully.
-
-This closes the earlier defect where the card could disappear from the operator flow on the reconciled service event instead of the real final hangup.
-
-## Mandatory Checks
-
-- [x] `GET /proxy/asterisk-bridge/asterisk/live-calls` returns only active calls
-- [x] `GET /proxy/asterisk-bridge/asterisk/recent-calls` returns only recent ended calls
-- [x] passive SIP answer does not force the card out of `╨Р╨║╤В╨╕╨▓╨╜╤Л╨╡ ╨╖╨▓╨╛╨╜╨║╨╕` before real hangup
-- [x] final hangup moves the card to `╨в╨╛╨╗╤М╨║╨╛ ╤З╤В╨╛ ╨╖╨░╨▓╨╡╤А╤И╤С╨╜╨╜╤Л╨╡`
-- [x] no `interaction:int_*` fallback cards are used for `╨Ц╨╕╨▓╤Л╨╡ ╨╖╨▓╨╛╨╜╨║╨╕`
-- [x] recording is available for the monitored call
-- [x] Track 11 `claim / hangup / blind-transfer` control path remains covered by the accepted Track 11 package
-
-## Notes
-
-- The initial runtime regression after a local restart was caused by `scripts/local_stack.py` not loading `.env.production`; this is fixed and the launcher now auto-loads `.env.production`, `.env.local`, and `.env`.
-- The current passive-path monitored call ended without browser actions, so `bridge-actions.json` contains no action rows for `1772881979.108`. This is expected for the passive-path check.
-- Control-path actions (`claim`, `hangup`, `blind-transfer`) remain validated by the accepted Track 11 package and were not redefined by Track 12.
-
-## Decision
-
-- GO / NO-GO: `GO`
-- Track 12 status: `Accepted`
diff --git a/docs/acceptance/track12/20260307_161629/track12-monitor.log b/docs/acceptance/track12/20260307_161629/track12-monitor.log
deleted file mode 100644
index c364db0..0000000
--- a/docs/acceptance/track12/20260307_161629/track12-monitor.log
+++ /dev/null
@@ -1,21 +0,0 @@
-[2026-03-07T16:10:31+05:00] monitor {"status": "started", "window_seconds": 180}
-[2026-03-07T16:10:31+05:00] auth {"role": "operator", "status": "ok", "user": "operator"}
-[2026-03-07T16:10:31+05:00] live-calls []
-[2026-03-07T16:10:31+05:00] recent-calls [{"call_id": "1772881673.105", "caller_name": "1001", "caller_number": "1001", "channel_name": "PJSIP/2001-00000045", "claimed_at": "2026-03-07T11:08:26+00:00", "claimed_by_user": "operator", "connected_at": "2026-03-07T11:07:57+00:00", "ended_at": "2026-03-07T11:08:53+00:00", "hangup_cause": "16", "has_recording": true, "interaction_id": "int_052586cdaa", "last_transition_at": "2026-03-07T11:08:53+00:00", "operator_extension": "2001", "queue_code": "voice_lab", "queue_id": "que_23fb0ad07c", "started_at": "2026-03-07T11:07:55+00:00", "status": "ended", "telephony_status": "ended", "terminal_action": "hangup", "terminal_target": null, "updated_at": "2026-03-07T11:08:53+00:00"}]
-[2026-03-07T16:10:31+05:00] voice-events [{"call_id": "1772881673.105", "created_at": "2026-03-07T11:08:53+00:00", "event_id": "vev_9245c8bb30", "event_type": "recording.ready", "interaction_id": "int_052586cdaa", "payload": {"duration_seconds": 58, "file_name": "20260307-160753-1772881673.105.wav", "linked_id": "1772881673.105", "mime_type": "audio/wav", "remote_path": "/var/spool/asterisk/monitor/mvpcc/20260307-160753-1772881673.105.wav", "source": "asterisk"}}, {"call_id": "1772881673.105", "created_at": "2026-03-07T11:08:53+00:00", "event_id": "vev_3e2c4eedc7", "event_type": "call.ended", "interaction_id": "int_052586cdaa", "payload": {"duration_seconds": 58, "hangup_cause": "16", "linked_id": "1772881673.105", "source": "asterisk"}}, {"call_id": "1772881673.105", "created_at": "2026-03-07T11:08:20+00:00", "event_id": "vev_dbf1ba4399", "event_type": "call.ended", "interaction_id": "int_052586cdaa", "payload": {"duration_seconds": null, "hangup_cause": "unknown", "linked_id": "1772881673.105", "reconciled": true, "source": "asterisk"}}, {"call_id": "1772881673.105", "created_at": "2026-03-07T11:07:57+00:00", "event_id": "vev_8be5ab34b9", "event_type": "call.connected", "interaction_id": "int_052586cdaa", "payload": {"channel_name": "PJSIP/2001-00000045", "claimed_by_user": null, "linked_id": "1772881673.105", "operator_extension": "2001", "source": "asterisk"}}, {"call_id": "1772881673.105", "created_at": "2026-03-07T11:07:55+00:00", "event_id": "vev_2b41d093c7", "event_type": "call.started", "interaction_id": "int_052586cdaa", "payload": {"caller_name": "1001", "caller_number": "1001", "context": "from-softphones", "direction": "inbound", "extension": "7000", "linked_id": "1772881673.105", "source": "asterisk"}}, {"call_id": "1772876380.93", "created_at": "2026-03-07T09:40:12+00:00", "event_id": "vev_4c44dd5888", "event_type": "recording.ready", "interaction_id": "int_69443612e1", "payload": {"duration_seconds": 31, "file_name": "20260307-143940-1772876380.93.wav", "linked_id": "1772876380.93", "mime_type": "audio/wav", "remote_path": "/var/spool/asterisk/monitor/mvpcc/20260307-143940-1772876380.93.wav", "source": "asterisk"}}]
-[2026-03-07T16:10:31+05:00] call-links [{"call_id": "1772881673.105", "claimed_by_user": "operator", "connected_at": "2026-03-07T11:07:57+00:00", "ended_at": "2026-03-07T11:08:53+00:00", "interaction_id": "int_052586cdaa", "operator_extension": "2001", "started_at": "2026-03-07T11:07:55+00:00", "status": "ended", "telephony_status": "ended"}, {"call_id": "1772876380.93", "claimed_by_user": null, "connected_at": "2026-03-07T09:39:49+00:00", "ended_at": "2026-03-07T09:40:12+00:00", "interaction_id": "int_69443612e1", "operator_extension": "2001", "started_at": "2026-03-07T09:39:42+00:00", "status": "ended", "telephony_status": "ended"}, {"call_id": "1772875171.90", "claimed_by_user": null, "connected_at": "2026-03-07T09:19:36+00:00", "ended_at": "2026-03-07T09:19:39+00:00", "interaction_id": "int_726c36d95d", "operator_extension": "2001", "started_at": "2026-03-07T09:19:33+00:00", "status": "ended", "telephony_status": "ended"}, {"call_id": "1772874280.87", "claimed_by_user": null, "connected_at": "2026-03-07T09:04:47+00:00", "ended_at": "2026-03-07T09:04:54+00:00", "interaction_id": "int_6ef8abe6ec", "operator_extension": "2001", "started_at": "2026-03-07T09:04:42+00:00", "status": "ended", "telephony_status": "ended"}]
-[2026-03-07T16:10:53+05:00] recent-calls []
-[2026-03-07T16:13:01+05:00] live-calls [{"call_id": "1772881979.108", "caller_name": "1001", "caller_number": "1001", "channel_name": "PJSIP/1001-00000046", "claimed_at": null, "claimed_by_user": null, "connected_at": null, "ended_at": null, "hangup_cause": null, "has_recording": false, "interaction_id": "int_0349796d1e", "last_transition_at": "2026-03-07T11:13:01+00:00", "operator_extension": null, "queue_code": "voice_lab", "queue_id": "que_23fb0ad07c", "started_at": "2026-03-07T11:13:01+00:00", "status": "active", "telephony_status": "ringing", "terminal_action": null, "terminal_target": null, "updated_at": "2026-03-07T11:13:01+00:00"}]
-[2026-03-07T16:13:01+05:00] voice-events [{"call_id": "1772881979.108", "created_at": "2026-03-07T11:13:01+00:00", "event_id": "vev_8ece03ec07", "event_type": "call.started", "interaction_id": "int_0349796d1e", "payload": {"caller_name": "1001", "caller_number": "1001", "context": "from-softphones", "direction": "inbound", "extension": "7000", "linked_id": "1772881979.108", "source": "asterisk"}}, {"call_id": "1772881673.105", "created_at": "2026-03-07T11:08:53+00:00", "event_id": "vev_9245c8bb30", "event_type": "recording.ready", "interaction_id": "int_052586cdaa", "payload": {"duration_seconds": 58, "file_name": "20260307-160753-1772881673.105.wav", "linked_id": "1772881673.105", "mime_type": "audio/wav", "remote_path": "/var/spool/asterisk/monitor/mvpcc/20260307-160753-1772881673.105.wav", "source": "asterisk"}}, {"call_id": "1772881673.105", "created_at": "2026-03-07T11:08:53+00:00", "event_id": "vev_3e2c4eedc7", "event_type": "call.ended", "interaction_id": "int_052586cdaa", "payload": {"duration_seconds": 58, "hangup_cause": "16", "linked_id": "1772881673.105", "source": "asterisk"}}, {"call_id": "1772881673.105", "created_at": "2026-03-07T11:08:20+00:00", "event_id": "vev_dbf1ba4399", "event_type": "call.ended", "interaction_id": "int_052586cdaa", "payload": {"duration_seconds": null, "hangup_cause": "unknown", "linked_id": "1772881673.105", "reconciled": true, "source": "asterisk"}}, {"call_id": "1772881673.105", "created_at": "2026-03-07T11:07:57+00:00", "event_id": "vev_8be5ab34b9", "event_type": "call.connected", "interaction_id": "int_052586cdaa", "payload": {"channel_name": "PJSIP/2001-00000045", "claimed_by_user": null, "linked_id": "1772881673.105", "operator_extension": "2001", "source": "asterisk"}}, {"call_id": "1772881673.105", "created_at": "2026-03-07T11:07:55+00:00", "event_id": "vev_2b41d093c7", "event_type": "call.started", "interaction_id": "int_052586cdaa", "payload": {"caller_name": "1001", "caller_number": "1001", "context": "from-softphones", "direction": "inbound", "extension": "7000", "linked_id": "1772881673.105", "source": "asterisk"}}]
-[2026-03-07T16:13:01+05:00] call-links [{"call_id": "1772881979.108", "claimed_by_user": null, "connected_at": null, "ended_at": null, "interaction_id": "int_0349796d1e", "operator_extension": null, "started_at": "2026-03-07T11:13:01+00:00", "status": "active", "telephony_status": "ringing"}, {"call_id": "1772881673.105", "claimed_by_user": "operator", "connected_at": "2026-03-07T11:07:57+00:00", "ended_at": "2026-03-07T11:08:53+00:00", "interaction_id": "int_052586cdaa", "operator_extension": "2001", "started_at": "2026-03-07T11:07:55+00:00", "status": "ended", "telephony_status": "ended"}, {"call_id": "1772876380.93", "claimed_by_user": null, "connected_at": "2026-03-07T09:39:49+00:00", "ended_at": "2026-03-07T09:40:12+00:00", "interaction_id": "int_69443612e1", "operator_extension": "2001", "started_at": "2026-03-07T09:39:42+00:00", "status": "ended", "telephony_status": "ended"}, {"call_id": "1772875171.90", "claimed_by_user": null, "connected_at": "2026-03-07T09:19:36+00:00", "ended_at": "2026-03-07T09:19:39+00:00", "interaction_id": "int_726c36d95d", "operator_extension": "2001", "started_at": "2026-03-07T09:19:33+00:00", "status": "ended", "telephony_status": "ended"}]
-[2026-03-07T16:13:06+05:00] live-calls [{"call_id": "1772881979.108", "caller_name": "1001", "caller_number": "1001", "channel_name": "PJSIP/2001-00000047", "claimed_at": null, "claimed_by_user": null, "connected_at": "2026-03-07T11:13:05+00:00", "ended_at": null, "hangup_cause": null, "has_recording": false, "interaction_id": "int_0349796d1e", "last_transition_at": "2026-03-07T11:13:05+00:00", "operator_extension": "2001", "queue_code": "voice_lab", "queue_id": "que_23fb0ad07c", "started_at": "2026-03-07T11:13:01+00:00", "status": "active", "telephony_status": "connected", "terminal_action": null, "terminal_target": null, "updated_at": "2026-03-07T11:13:05+00:00"}]
-[2026-03-07T16:13:06+05:00] voice-events [{"call_id": "1772881979.108", "created_at": "2026-03-07T11:13:05+00:00", "event_id": "vev_e3bec0b0e6", "event_type": "call.connected", "interaction_id": "int_0349796d1e", "payload": {"channel_name": "PJSIP/2001-00000047", "claimed_by_user": null, "linked_id": "1772881979.108", "operator_extension": "2001", "source": "asterisk"}}, {"call_id": "1772881979.108", "created_at": "2026-03-07T11:13:01+00:00", "event_id": "vev_8ece03ec07", "event_type": "call.started", "interaction_id": "int_0349796d1e", "payload": {"caller_name": "1001", "caller_number": "1001", "context": "from-softphones", "direction": "inbound", "extension": "7000", "linked_id": "1772881979.108", "source": "asterisk"}}, {"call_id": "1772881673.105", "created_at": "2026-03-07T11:08:53+00:00", "event_id": "vev_9245c8bb30", "event_type": "recording.ready", "interaction_id": "int_052586cdaa", "payload": {"duration_seconds": 58, "file_name": "20260307-160753-1772881673.105.wav", "linked_id": "1772881673.105", "mime_type": "audio/wav", "remote_path": "/var/spool/asterisk/monitor/mvpcc/20260307-160753-1772881673.105.wav", "source": "asterisk"}}, {"call_id": "1772881673.105", "created_at": "2026-03-07T11:08:53+00:00", "event_id": "vev_3e2c4eedc7", "event_type": "call.ended", "interaction_id": "int_052586cdaa", "payload": {"duration_seconds": 58, "hangup_cause": "16", "linked_id": "1772881673.105", "source": "asterisk"}}, {"call_id": "1772881673.105", "created_at": "2026-03-07T11:08:20+00:00", "event_id": "vev_dbf1ba4399", "event_type": "call.ended", "interaction_id": "int_052586cdaa", "payload": {"duration_seconds": null, "hangup_cause": "unknown", "linked_id": "1772881673.105", "reconciled": true, "source": "asterisk"}}, {"call_id": "1772881673.105", "created_at": "2026-03-07T11:07:57+00:00", "event_id": "vev_8be5ab34b9", "event_type": "call.connected", "interaction_id": "int_052586cdaa", "payload": {"channel_name": "PJSIP/2001-00000045", "claimed_by_user": null, "linked_id": "1772881673.105", "operator_extension": "2001", "source": "asterisk"}}]
-[2026-03-07T16:13:06+05:00] call-links [{"call_id": "1772881979.108", "claimed_by_user": null, "connected_at": "2026-03-07T11:13:05+00:00", "ended_at": null, "interaction_id": "int_0349796d1e", "operator_extension": "2001", "started_at": "2026-03-07T11:13:01+00:00", "status": "active", "telephony_status": "connected"}, {"call_id": "1772881673.105", "claimed_by_user": "operator", "connected_at": "2026-03-07T11:07:57+00:00", "ended_at": "2026-03-07T11:08:53+00:00", "interaction_id": "int_052586cdaa", "operator_extension": "2001", "started_at": "2026-03-07T11:07:55+00:00", "status": "ended", "telephony_status": "ended"}, {"call_id": "1772876380.93", "claimed_by_user": null, "connected_at": "2026-03-07T09:39:49+00:00", "ended_at": "2026-03-07T09:40:12+00:00", "interaction_id": "int_69443612e1", "operator_extension": "2001", "started_at": "2026-03-07T09:39:42+00:00", "status": "ended", "telephony_status": "ended"}, {"call_id": "1772875171.90", "claimed_by_user": null, "connected_at": "2026-03-07T09:19:36+00:00", "ended_at": "2026-03-07T09:19:39+00:00", "interaction_id": "int_726c36d95d", "operator_extension": "2001", "started_at": "2026-03-07T09:19:33+00:00", "status": "ended", "telephony_status": "ended"}]
-[2026-03-07T16:13:27+05:00] live-calls [{"call_id": "1772881979.108", "caller_name": "1001", "caller_number": "1001", "channel_name": "PJSIP/2001-00000047", "claimed_at": null, "claimed_by_user": null, "connected_at": "2026-03-07T11:13:05+00:00", "ended_at": null, "hangup_cause": "unknown", "has_recording": false, "interaction_id": "int_0349796d1e", "last_transition_at": "2026-03-07T11:13:26+00:00", "operator_extension": "2001", "queue_code": "voice_lab", "queue_id": "que_23fb0ad07c", "started_at": "2026-03-07T11:13:01+00:00", "status": "active", "telephony_status": "connected", "terminal_action": null, "terminal_target": null, "updated_at": "2026-03-07T11:13:26+00:00"}]
-[2026-03-07T16:13:27+05:00] voice-events [{"call_id": "1772881979.108", "created_at": "2026-03-07T11:13:26+00:00", "event_id": "vev_9a03fc9ff8", "event_type": "call.ended", "interaction_id": "int_0349796d1e", "payload": {"duration_seconds": null, "hangup_cause": "unknown", "linked_id": "1772881979.108", "reconciled": true, "source": "asterisk"}}, {"call_id": "1772881979.108", "created_at": "2026-03-07T11:13:05+00:00", "event_id": "vev_e3bec0b0e6", "event_type": "call.connected", "interaction_id": "int_0349796d1e", "payload": {"channel_name": "PJSIP/2001-00000047", "claimed_by_user": null, "linked_id": "1772881979.108", "operator_extension": "2001", "source": "asterisk"}}, {"call_id": "1772881979.108", "created_at": "2026-03-07T11:13:01+00:00", "event_id": "vev_8ece03ec07", "event_type": "call.started", "interaction_id": "int_0349796d1e", "payload": {"caller_name": "1001", "caller_number": "1001", "context": "from-softphones", "direction": "inbound", "extension": "7000", "linked_id": "1772881979.108", "source": "asterisk"}}, {"call_id": "1772881673.105", "created_at": "2026-03-07T11:08:53+00:00", "event_id": "vev_9245c8bb30", "event_type": "recording.ready", "interaction_id": "int_052586cdaa", "payload": {"duration_seconds": 58, "file_name": "20260307-160753-1772881673.105.wav", "linked_id": "1772881673.105", "mime_type": "audio/wav", "remote_path": "/var/spool/asterisk/monitor/mvpcc/20260307-160753-1772881673.105.wav", "source": "asterisk"}}, {"call_id": "1772881673.105", "created_at": "2026-03-07T11:08:53+00:00", "event_id": "vev_3e2c4eedc7", "event_type": "call.ended", "interaction_id": "int_052586cdaa", "payload": {"duration_seconds": 58, "hangup_cause": "16", "linked_id": "1772881673.105", "source": "asterisk"}}, {"call_id": "1772881673.105", "created_at": "2026-03-07T11:08:20+00:00", "event_id": "vev_dbf1ba4399", "event_type": "call.ended", "interaction_id": "int_052586cdaa", "payload": {"duration_seconds": null, "hangup_cause": "unknown", "linked_id": "1772881673.105", "reconciled": true, "source": "asterisk"}}]
-[2026-03-07T16:13:30+05:00] live-calls []
-[2026-03-07T16:13:30+05:00] recent-calls [{"call_id": "1772881979.108", "caller_name": "1001", "caller_number": "1001", "channel_name": "PJSIP/2001-00000047", "claimed_at": null, "claimed_by_user": null, "connected_at": "2026-03-07T11:13:05+00:00", "ended_at": "2026-03-07T11:13:30+00:00", "hangup_cause": "16", "has_recording": false, "interaction_id": "int_0349796d1e", "last_transition_at": "2026-03-07T11:13:30+00:00", "operator_extension": "2001", "queue_code": "voice_lab", "queue_id": "que_23fb0ad07c", "started_at": "2026-03-07T11:13:01+00:00", "status": "ended", "telephony_status": "ended", "terminal_action": "ended", "terminal_target": null, "updated_at": "2026-03-07T11:13:30+00:00"}]
-[2026-03-07T16:13:30+05:00] voice-events [{"call_id": "1772881979.108", "created_at": "2026-03-07T11:13:30+00:00", "event_id": "vev_42cd34ba3b", "event_type": "recording.ready", "interaction_id": "int_0349796d1e", "payload": {"duration_seconds": 28, "file_name": "20260307-161300-1772881979.108.wav", "linked_id": "1772881979.108", "mime_type": "audio/wav", "remote_path": "/var/spool/asterisk/monitor/mvpcc/20260307-161300-1772881979.108.wav", "source": "asterisk"}}, {"call_id": "1772881979.108", "created_at": "2026-03-07T11:13:30+00:00", "event_id": "vev_dcf3378912", "event_type": "call.ended", "interaction_id": "int_0349796d1e", "payload": {"duration_seconds": 28, "hangup_cause": "16", "linked_id": "1772881979.108", "source": "asterisk"}}, {"call_id": "1772881979.108", "created_at": "2026-03-07T11:13:26+00:00", "event_id": "vev_9a03fc9ff8", "event_type": "call.ended", "interaction_id": "int_0349796d1e", "payload": {"duration_seconds": null, "hangup_cause": "unknown", "linked_id": "1772881979.108", "reconciled": true, "source": "asterisk"}}, {"call_id": "1772881979.108", "created_at": "2026-03-07T11:13:05+00:00", "event_id": "vev_e3bec0b0e6", "event_type": "call.connected", "interaction_id": "int_0349796d1e", "payload": {"channel_name": "PJSIP/2001-00000047", "claimed_by_user": null, "linked_id": "1772881979.108", "operator_extension": "2001", "source": "asterisk"}}, {"call_id": "1772881979.108", "created_at": "2026-03-07T11:13:01+00:00", "event_id": "vev_8ece03ec07", "event_type": "call.started", "interaction_id": "int_0349796d1e", "payload": {"caller_name": "1001", "caller_number": "1001", "context": "from-softphones", "direction": "inbound", "extension": "7000", "linked_id": "1772881979.108", "source": "asterisk"}}, {"call_id": "1772881673.105", "created_at": "2026-03-07T11:08:53+00:00", "event_id": "vev_9245c8bb30", "event_type": "recording.ready", "interaction_id": "int_052586cdaa", "payload": {"duration_seconds": 58, "file_name": "20260307-160753-1772881673.105.wav", "linked_id": "1772881673.105", "mime_type": "audio/wav", "remote_path": "/var/spool/asterisk/monitor/mvpcc/20260307-160753-1772881673.105.wav", "source": "asterisk"}}]
-[2026-03-07T16:13:30+05:00] call-links [{"call_id": "1772881979.108", "claimed_by_user": null, "connected_at": "2026-03-07T11:13:05+00:00", "ended_at": "2026-03-07T11:13:30+00:00", "interaction_id": "int_0349796d1e", "operator_extension": "2001", "started_at": "2026-03-07T11:13:01+00:00", "status": "ended", "telephony_status": "ended"}, {"call_id": "1772881673.105", "claimed_by_user": "operator", "connected_at": "2026-03-07T11:07:57+00:00", "ended_at": "2026-03-07T11:08:53+00:00", "interaction_id": "int_052586cdaa", "operator_extension": "2001", "started_at": "2026-03-07T11:07:55+00:00", "status": "ended", "telephony_status": "ended"}, {"call_id": "1772876380.93", "claimed_by_user": null, "connected_at": "2026-03-07T09:39:49+00:00", "ended_at": "2026-03-07T09:40:12+00:00", "interaction_id": "int_69443612e1", "operator_extension": "2001", "started_at": "2026-03-07T09:39:42+00:00", "status": "ended", "telephony_status": "ended"}, {"call_id": "1772875171.90", "claimed_by_user": null, "connected_at": "2026-03-07T09:19:36+00:00", "ended_at": "2026-03-07T09:19:39+00:00", "interaction_id": "int_726c36d95d", "operator_extension": "2001", "started_at": "2026-03-07T09:19:33+00:00", "status": "ended", "telephony_status": "ended"}]
-[2026-03-07T16:13:31+05:00] recent-calls [{"call_id": "1772881979.108", "caller_name": "1001", "caller_number": "1001", "channel_name": "PJSIP/2001-00000047", "claimed_at": null, "claimed_by_user": null, "connected_at": "2026-03-07T11:13:05+00:00", "ended_at": "2026-03-07T11:13:30+00:00", "hangup_cause": "16", "has_recording": true, "interaction_id": "int_0349796d1e", "last_transition_at": "2026-03-07T11:13:30+00:00", "operator_extension": "2001", "queue_code": "voice_lab", "queue_id": "que_23fb0ad07c", "started_at": "2026-03-07T11:13:01+00:00", "status": "ended", "telephony_status": "ended", "terminal_action": "ended", "terminal_target": null, "updated_at": "2026-03-07T11:13:30+00:00"}]
-[2026-03-07T16:13:32+05:00] monitor {"status": "finished"}
\ No newline at end of file
diff --git a/docs/acceptance/track12/track12-acceptance.template.md b/docs/acceptance/track12/track12-acceptance.template.md
deleted file mode 100644
index a5eb685..0000000
--- a/docs/acceptance/track12/track12-acceptance.template.md
+++ /dev/null
@@ -1,38 +0,0 @@
-# Track 12 Acceptance - <timestamp>
-
-## Environment
-
-- Base URL: `<gateway_base_url>`
-- Database: `<database_url>`
-- Asterisk host: `<asterisk_host>`
-- Operator user: `<operator_user>`
-- Operator extension: `<operator_extension>`
-
-## Executed scenarios
-
-- [ ] Happy path: answer in SIP -> `╨Я╤А╨╕╨╜╤П╤В╤М ╨▓ ╤А╨░╨▒╨╛╤В╤Г` -> `╨Ч╨░╨▓╨╡╤А╤И╨╕╤В╤М`
-- [ ] Transfer path: answer in SIP -> `╨Я╤А╨╕╨╜╤П╤В╤М ╨▓ ╤А╨░╨▒╨╛╤В╤Г` -> `╨Я╨╡╤А╨╡╨┤╨░╤В╤М`
-- [ ] Passive path: answer in SIP, no browser action, call stays active until real hangup
-- [ ] No-fake-cards path: `╨Ц╨╕╨▓╤Л╨╡ ╨╖╨▓╨╛╨╜╨║╨╕` does not show `interaction:int_*`
-
-## Evidence
-
-- Active live call snapshot: `operator-live-calls.json`
-- Recent call snapshot: `operator-recent-calls.json`
-- Action log: `bridge-actions.json`
-- Playback proof: `playback-proof.json`
-
-## Mandatory checks
-
-- [ ] `GET /proxy/asterisk-bridge/asterisk/live-calls` returns only active calls
-- [ ] `GET /proxy/asterisk-bridge/asterisk/recent-calls` returns only recent ended/transferred calls
-- [ ] `claim` keeps the card in `╨Р╨║╤В╨╕╨▓╨╜╤Л╨╡ ╨╖╨▓╨╛╨╜╨║╨╕`
-- [ ] `hangup` moves the card to `╨в╨╛╨╗╤М╨║╨╛ ╤З╤В╨╛ ╨╖╨░╨▓╨╡╤А╤И╤С╨╜╨╜╤Л╨╡`
-- [ ] `blind transfer` moves the card to `╨в╨╛╨╗╤М╨║╨╛ ╤З╤В╨╛ ╨╖╨░╨▓╨╡╤А╤И╤С╨╜╨╜╤Л╨╡`
-- [ ] recording is available in `/supervisor`
-
-## Decision
-
-- GO / NO-GO: `<decision>`
-- Notes:
- - `<notes>`
diff --git a/docs/acceptance/track14/track14-acceptance.template.md b/docs/acceptance/track14/track14-acceptance.template.md
deleted file mode 100644
index d64cd08..0000000
--- a/docs/acceptance/track14/track14-acceptance.template.md
+++ /dev/null
@@ -1,38 +0,0 @@
-# Track 14 Acceptance
-
-## Environment
-
-- Browser: `<chrome|edge version>`
-- Gateway base URL: `<url>`
-- Asterisk host: `<host>`
-- WSS URL: `<wss-url>`
-- Operator app user: `<user>`
-- Browser SIP auth user: `<sip-username>`
-
-## Scenario
-
-1. Open `/operator` in Chrome or Edge.
-2. Connect browser softphone.
-3. Place one inbound call `1001 -> 7000`.
-4. Answer in the browser.
-5. Confirm auto-claim or perform manual `╨Я╤А╨╕╨╜╤П╤В╤М ╨▓ ╤А╨░╨▒╨╛╤В╤Г`.
-6. Hang up through the browser path.
-7. Confirm the call moves to recent and the recording is playable in `/supervisor`.
-
-## Evidence
-
-- Browser softphone registration state screenshot
-- Operator live-call screenshot while ringing or connected
-- Browser answer or hangup action proof
-- Bridge actions snapshot
-- Recent-calls snapshot
-- Recording playback proof
-
-## Result
-
-- `GO` or `NO-GO`
-- Notes:
- - browser registration
- - answer behavior
- - auto-claim result
- - recording result
diff --git a/docs/acceptance/track15/track15-acceptance.template.md b/docs/acceptance/track15/track15-acceptance.template.md
deleted file mode 100644
index 9b3a2a9..0000000
--- a/docs/acceptance/track15/track15-acceptance.template.md
+++ /dev/null
@@ -1,41 +0,0 @@
-# Track 15 Acceptance
-
-## Environment
-
-- Base URL:
-- Telegram bot username:
-- Queue ID:
-- Operator user:
-- Date/time:
-
-## Scenario
-
-1. Send the first Telegram message to the bot.
-2. Open `/operator` -> `Telegram`.
-3. Confirm a new thread appears and links to a Telegram interaction.
-4. Claim the thread.
-5. Send a reply from the operator page.
-6. Send another inbound message from the same Telegram chat.
-7. Confirm the same thread and same interaction are reused.
-8. Close the thread.
-9. Send one more inbound message and confirm reactivation to `new`.
-
-## Expected results
-
-- thread created on first inbound
-- same thread reused on repeated inbound from the same `chat_id`
-- operator reply persisted and delivered
-- closed interaction reactivated on new inbound
-- unsupported content, if tested, is shown as a system placeholder
-
-## Evidence
-
-- thread payload:
-- messages payload:
-- linked interaction payload:
-- reply proof:
-- reactivation proof:
-
-## Result
-
-- PASS / FAIL
diff --git a/docs/acceptance/track9/README.md b/docs/acceptance/track9/README.md
deleted file mode 100644
index 7681e48..0000000
--- a/docs/acceptance/track9/README.md
+++ /dev/null
@@ -1,27 +0,0 @@
-# Track 9 Acceptance Evidence
-
-Use this folder for formal QA-lab acceptance artifacts for Asterisk integration.
-
-Recommended structure:
-
-- `docs/acceptance/track9/<timestamp>/...` for each run
-- include:
- - bridge status snapshots
- - smoke/check outputs
- - sampled DB evidence
- - final acceptance note
-
-Generate a baseline package with:
-
-```powershell
-python scripts\track9_collect_evidence.py --base-url http://localhost:8080 --database-url <database-url> --run-checks --require-recording
-```
-
-When `--run-checks` is used, the package now includes:
-- `preflight_output.txt`
-- `smoke_output.txt`
-- `track9_check_output.txt`
-
-For production cutover tracking (Track 9.2), start from:
-
-- [track9-cutover-sheet.template.md](/e:/Zhan/docs/acceptance/track9/track9-cutover-sheet.template.md)
diff --git a/docs/acceptance/track9/track9-acceptance.md b/docs/acceptance/track9/track9-acceptance.md
deleted file mode 100644
index 859d6ad..0000000
--- a/docs/acceptance/track9/track9-acceptance.md
+++ /dev/null
@@ -1,50 +0,0 @@
-# Track 9 Acceptance (Latest QA Run)
-
-## Environment
-
-- Date: `2026-03-05`
-- Host: local QA lab (`127.0.0.1`)
-- Gateway URL: `http://127.0.0.1:8080`
-- Asterisk VM host: `92.38.48.166`
-- Database URL (masked): `sqlite:///.data_local/mvp_cc.db`
-- Evidence package: [20260305_160002](/e:/Zhan/docs/acceptance/track9/20260305_160002)
-
-## Executed scenario
-
-1. Softphone `1001` called `7000`.
-2. Bridge reported AMI connected.
-3. `call.started` received from Asterisk source.
-4. `call.ended` received.
-5. `recording.ready` processed and recording uploaded.
-6. Recording playback validated in supervisor shell.
-
-## Validation commands
-
-```powershell
-python scripts\track9_preflight.py --base-url <gateway> --check-sftp
-python scripts\asterisk_lab_smoke.py --base-url <gateway> --database-url <db> --require-recording
-python scripts\track9_check.py --base-url <gateway> --database-url <db> --require-recording
-python scripts\track9_collect_evidence.py --base-url <gateway> --database-url <db> --run-checks --require-recording
-```
-
-## Result summary
-
-- AMI connected: `yes`
-- call.started present: `yes`
-- call.ended present: `yes`
-- call links present: `yes`
-- recording imported: `yes`
-- failed bridge events: `0`
-- smoke: `PASS`
-- track9_check: `PASS`
-- preflight: `PASS`
-
-## Risks / open items
-
-- Asterisk dialplan still emits some duplicate/late lifecycle signals in lab runs; bridge reconciliation masks this and keeps platform data consistent.
-- For production cutover, keep strict auth and rollback window from Track 9.2 sheet.
-
-## Decision
-
-- [x] GO
-- [ ] NO-GO
diff --git a/docs/acceptance/track9/track9-cutover-sheet.template.md b/docs/acceptance/track9/track9-cutover-sheet.template.md
deleted file mode 100644
index 06c37a9..0000000
--- a/docs/acceptance/track9/track9-cutover-sheet.template.md
+++ /dev/null
@@ -1,87 +0,0 @@
-# Track 9.2 Cutover Sheet (Template)
-
-## Window
-
-- Date:
-- Start time:
-- End time:
-- Change ticket:
-
-## Owners
-
-- K8s owner:
-- Voice/Asterisk owner:
-- Application owner:
-- On-call:
-
-## Environment contract
-
-- `KUBE_CONTEXT`:
-- `NAMESPACE`:
-- `RELEASE`:
-- `GATEWAY_BASE_URL`:
-- `DATABASE_URL`:
-- `IMAGE_TAG`:
-- `ASTERISK_AMI_HOST`:
-- `ASTERISK_SFTP_HOST`:
-- `QUEUE_ID (voice_lab)`:
-
-## Entry checks (T-1 day)
-
-- [ ] QA baseline accepted:
- - `docs/acceptance/track9/track9-acceptance.md`
-- [ ] Production queue map validated (`voice_lab -> queue_id` exists)
-- [ ] AMI port reachable (`5038/tcp`)
-- [ ] SFTP port reachable (`22/tcp`)
-- [ ] PostgreSQL confirmed for target env
-
-## Dry-run results (T-4h to T-1h)
-
-- [ ] `helm lint` PASS
-- [ ] `helm template` PASS
-- [ ] strict env keys found in rendered manifest
-- Artifact folder:
-
-## Execution (T0)
-
-- Helm command:
-- Start time:
-- End time:
-- Result:
-
-Rollout statuses:
-
-- [ ] `api-gateway` ready
-- [ ] `asterisk-bridge-service` ready
-- [ ] `voice-adapter-service` ready
-- [ ] `recording-service` ready
-
-## Post-cutover checks
-
-- [ ] `track9_preflight --check-sftp --require-strict-service-auth` PASS
-- [ ] Real call completed (`1001 -> 7000`)
-- [ ] `asterisk_lab_smoke --require-recording` PASS
-- [ ] `track9_check --require-recording` PASS
-- [ ] Supervisor playback confirmed (`HTTP 200`, `audio/*`)
-
-## Evidence
-
-- Evidence folder:
-- `track9-acceptance.md`:
-- `playback-proof.md`:
-- `playback-proof.json` (if used):
-
-## Decision
-
-- [ ] GO
-- [ ] NO-GO
-
-Reason:
-
-## Rollback section (fill if NO-GO)
-
-- Trigger:
-- Rollback command:
-- Rollback completion time:
-- Post-rollback preflight result:
-- Incident / RCA ticket:
diff --git a/docs/acceptance/track9_1/README.md b/docs/acceptance/track9_1/README.md
deleted file mode 100644
index 2241116..0000000
--- a/docs/acceptance/track9_1/README.md
+++ /dev/null
@@ -1,18 +0,0 @@
-# Track 9.1 Acceptance (Latest Strict Auth Baseline)
-
-## Summary
-
-Track 9.1 captures the strict service-token hardening pass for the Asterisk bridge flow.
-
-- strict auth profile: `ALLOW_LEGACY_HEADER_AUTH=0`
-- bridge auth mode: `ASTERISK_BRIDGE_AUTH_MODE=bearer`
-- trusted service subjects enforced for voice ingest and recording import
-
-## Latest retained evidence package
-
-- [20260305_042801](/e:/Zhan/docs/acceptance/track9_1/20260305_042801)
-
-## Notes
-
-- Earlier timestamp bundles were reduced during repository cleanup.
-- Use the retained package for low-level QA artifacts and Track 9.1 reference data.
diff --git a/services/ai_orchestrator_service/app.py b/services/ai_orchestrator_service/app.py
index 891669e..848ab51 100644
--- a/services/ai_orchestrator_service/app.py
+++ b/services/ai_orchestrator_service/app.py
@@ -79,6 +79,7 @@ from services.shared.sql_models import (
VoiceAISessionRow,
)
from services.ai_orchestrator_service import voice as voice_flows
+from services.ai_orchestrator_service import operator_persona as persona
from services.ai_orchestrator_service.voice_name_config import (
load_voice_name_collection_config,
save_voice_name_collection_config,
@@ -2316,15 +2317,10 @@ def _openai_prompt(
}
for article in kb_results
]
- system_prompt = (
- f"You are the company's AI assistant for {channel_label}. "
- "Always disclose you are an AI assistant in the first meaningful reply. "
- "Use only provided business context, KB snippets, and interaction state. "
- "Never invent order statuses, tariffs, discounts, deadlines, or actions that are not in context. "
- "If confidence is low or a human is needed, set needs_handoff=true and do not bluff. "
- "Return only a JSON object with keys: language, intent, reply_text, confidence, needs_handoff, "
- "handoff_reason, case_action, kb_refs. case_action must be one of none, close, escalate, keep_open. "
- f"Prefer {'Kazakh' if language == 'kz' else 'Russian'} for the reply."
+ system_prompt = persona.operator_system_prompt(
+ language=language,
+ channel_label=channel_label,
+ is_voice=False,
)
user_prompt = {
"customer": customer_summary,
@@ -2348,17 +2344,7 @@ def _openai_prompt(
]
-def _openai_compatible_decision(
- *,
- customer: Customer | None,
- interaction: Interaction,
- thread: Any,
- messages: list[Any],
- kb_results: list[KBArticleRow],
- language: str,
- channel_label: str = "Telegram",
- channel_key: str = "telegram",
-) -> dict[str, Any]:
+def _request_structured_model_decision(messages: list[dict[str, str]]) -> dict[str, Any]:
if not _ai_api_base() or not _ai_api_key():
raise RuntimeError("AI_API_BASE / AI_API_KEY are required for openai_compatible provider")
started = time.perf_counter()
@@ -2366,16 +2352,7 @@ def _openai_compatible_decision(
"model": _ai_model(),
"temperature": 0.2,
"response_format": {"type": "json_object"},
- "messages": _openai_prompt(
- customer=customer,
- interaction=interaction,
- thread=thread,
- messages=messages,
- kb_results=kb_results,
- language=language,
- channel_label=channel_label,
- channel_key=channel_key,
- ),
+ "messages": messages,
}
with httpx.Client(timeout=_ai_timeout_seconds()) as client:
response = client.post(
@@ -2395,6 +2372,31 @@ def _openai_compatible_decision(
return decision
+def _openai_compatible_decision(
+ *,
+ customer: Customer | None,
+ interaction: Interaction,
+ thread: Any,
+ messages: list[Any],
+ kb_results: list[KBArticleRow],
+ language: str,
+ channel_label: str = "Telegram",
+ channel_key: str = "telegram",
+) -> dict[str, Any]:
+ return _request_structured_model_decision(
+ _openai_prompt(
+ customer=customer,
+ interaction=interaction,
+ thread=thread,
+ messages=messages,
+ kb_results=kb_results,
+ language=language,
+ channel_label=channel_label,
+ channel_key=channel_key,
+ )
+ )
+
+
def _sanitize_decision(raw: dict[str, Any], *, fallback_language: str) -> dict[str, Any]:
decision = {
"language": str(raw.get("language") or fallback_language or "ru"),
@@ -2442,6 +2444,90 @@ def _always_reply_fallback(last_user_text: str, language: str) -> str:
)
+def _stub_decision(
+ *,
+ customer: Customer | None,
+ interaction: Interaction,
+ last_user_message: TelegramMessageRow,
+ kb_results: list[KBArticleRow],
+ language: str,
+) -> dict[str, Any]:
+ text = last_user_message.text
+ if _looks_like_human_request(text):
+ return {
+ "language": language,
+ "intent": "handoff_request",
+ "reply_text": "",
+ "confidence": 0.2,
+ "needs_handoff": True,
+ "handoff_reason": "╨Ъ╨╗╨╕╨╡╨╜╤В ╨╖╨░╨┐╤А╨╛╤Б╨╕╨╗ ╨╢╨╕╨▓╨╛╨│╨╛ ╨╛╨┐╨╡╤А╨░╤В╨╛╤А╨░.",
+ "case_action": "keep_open",
+ "kb_refs": [],
+ }
+ if _is_sensitive_request(text):
+ return {
+ "language": language,
+ "intent": "sensitive_request",
+ "reply_text": "",
+ "confidence": 0.25,
+ "needs_handoff": True,
+ "handoff_reason": "╨Э╤Г╨╢╨╡╨╜ ╤З╨╡╨╗╨╛╨▓╨╡╨║: ╨╖╨░╨┐╤А╨╛╤Б ╨╖╨░╤В╤А╨░╨│╨╕╨▓╨░╨╡╤В ╤З╤Г╨▓╤Б╤В╨▓╨╕╤В╨╡╨╗╤М╨╜╤Г╤О ╤В╨╡╨╝╤Г ╨╕╨╗╨╕ ╨┤╨╡╨╣╤Б╤В╨▓╨╕╨╡ ╨▓╨╜╨╡ ╨┤╨╛╤Б╤В╤Г╨┐╨╜╨╛╨│╨╛ ╨║╨╛╨╜╤В╨╡╨║╤Б╤В╨░.",
+ "case_action": "keep_open",
+ "kb_refs": [],
+ }
+ if _looks_like_resolution_confirmation(text):
+ return {
+ "language": language,
+ "intent": "resolution_confirmed",
+ "reply_text": persona.text_resolution_reply(language),
+ "confidence": 0.9,
+ "needs_handoff": False,
+ "handoff_reason": None,
+ "case_action": "close",
+ "kb_refs": [],
+ }
+ if kb_results:
+ best = kb_results[0]
+ snippet = _article_snippet(best)
+ return {
+ "language": language,
+ "intent": "kb_answer",
+ "reply_text": (
+ f"╥Ъ╤Л╤Б╥Ы╨░╤И╨░ ╨░╨╣╤В╨░╨╣╤Л╨╜: {snippet}"
+ if language == "kz"
+ else f"╨Ъ╨╛╤А╨╛╤В╨║╨╛ ╨┐╨╛╨┤╤Б╨║╨░╨╢╤Г: {snippet}"
+ ),
+ "confidence": 0.84,
+ "needs_handoff": False,
+ "handoff_reason": None,
+ "case_action": "keep_open",
+ "kb_refs": [best.article_id],
+ }
+ return {
+ "language": language,
+ "intent": "clarification",
+ "reply_text": (
+ "╨Э╨░╥Ы╤В╤Л╤А╨░╥Ы ╨░╨╣╤В╤Л╥г╤Л╨╖╤И╤Л: ╨╜╨╡╨╜╤Ц ╤В╨╡╨║╤Б╨╡╤А╤Г ╨╜╨╡╨╝╨╡╤Б╨╡ ╨╜╨░╥Ы╤В╤Л╨╗╨░╤Г ╨║╨╡╤А╨╡╨║?"
+ if language == "kz"
+ else "╨г╤В╨╛╤З╨╜╨╕╤В╨╡, ╨┐╨╛╨╢╨░╨╗╤Г╨╣╤Б╤В╨░, ╤З╤В╨╛ ╨╕╨╝╨╡╨╜╨╜╨╛ ╨╜╤Г╨╢╨╜╨╛ ╨┐╤А╨╛╨▓╨╡╤А╨╕╤В╤М ╨╕╨╗╨╕ ╨┐╨╛╨┤╤Б╨║╨░╨╖╨░╤В╤М."
+ ),
+ "confidence": 0.45,
+ "needs_handoff": False,
+ "handoff_reason": None,
+ "case_action": "keep_open",
+ "kb_refs": [],
+ }
+
+
+def _always_reply_fallback(last_user_text: str, language: str) -> str:
+ normalized = str(last_user_text or "").strip().lower()
+ greeting_tokens = ("╨┐╤А╨╕╨▓╨╡╤В", "╨╖╨┤╤А╨░╨▓╤Б╤В╨▓╤Г╨╣╤В╨╡", "╨┤╨╛╨▒╤А╤Л╨╣", "╤Б╨░╨╗╨╡╨╝", "╤Б╙Щ", "╤Б╙Щ╨╗╨╡╨╝", "hello", "hi")
+ return persona.human_fallback_reply(
+ language,
+ is_greeting=any(token in normalized for token in greeting_tokens),
+ )
+
+
def _apply_always_reply_mode(
decision: dict[str, Any],
*,
diff --git a/services/ai_orchestrator_service/voice.py b/services/ai_orchestrator_service/voice.py
index 571d87e..bc3e254 100644
--- a/services/ai_orchestrator_service/voice.py
+++ b/services/ai_orchestrator_service/voice.py
@@ -22,6 +22,7 @@ from services.shared.sql_models import (
VoiceAISessionRow,
VoiceTranscriptSegmentRow,
)
+from services.ai_orchestrator_service import operator_persona as persona
from services.ai_orchestrator_service.voice_name_config import (
load_effective_voice_name_collection_config,
voice_name_collection_confirmation_greeting,
@@ -71,6 +72,18 @@ def _voice_handoff_reply(language: str) -> str:
)
+def _voice_disclosure_prefix(language: str) -> str:
+ return persona.voice_disclosure_prefix(language)
+
+
+def _voice_greeting(language: str) -> str:
+ return persona.voice_greeting(language)
+
+
+def _voice_handoff_reply(language: str) -> str:
+ return persona.voice_handoff_reply(language)
+
+
def _normalize_phone(value: str | None) -> str | None:
raw = str(value or "").strip()
if not raw:
@@ -1037,6 +1050,132 @@ def _ensure_voice_ai_session(
return ai_session, True
+def _voice_policy_mode() -> str:
+ return persona.voice_policy_mode()
+
+
+def _voice_llm_prompt_messages(
+ *,
+ language: str,
+ customer: Customer | None,
+ interaction: Interaction,
+ transcript_text: str,
+ transcript_window: list[VoiceTranscriptSegmentRow],
+ kb_results: list[Any],
+ name_value: str | None,
+ name_status: str | None,
+) -> list[dict[str, str]]:
+ app = _app()
+ history = [
+ {
+ "speaker": segment.speaker,
+ "text": segment.text,
+ "sequence_no": segment.sequence_no,
+ "source_type": segment.source_type,
+ "interrupted": bool(segment.barge_in_interrupted),
+ "created_at": segment.created_at,
+ }
+ for segment in transcript_window[-6:]
+ ]
+ kb_context = [
+ {
+ "article_id": article.article_id,
+ "title": article.title,
+ "snippet": app._article_snippet(article, limit=240),
+ }
+ for article in kb_results[:3]
+ ]
+ payload = {
+ "customer": {
+ "customer_id": customer.customer_id if customer else interaction.customer_id,
+ "display_name": customer.display_name if customer else None,
+ "name_status": name_status,
+ "name_value": name_value,
+ "channel": "voice",
+ },
+ "interaction": {
+ "interaction_id": interaction.interaction_id,
+ "status": interaction.status,
+ "queue_id": interaction.queue_id,
+ "subject": interaction.subject,
+ },
+ "voice_turn": {
+ "last_user_text": transcript_text,
+ "language": language,
+ },
+ "kb_results": kb_context,
+ "history": history,
+ }
+ return [
+ {
+ "role": "system",
+ "content": persona.operator_system_prompt(
+ language=language,
+ channel_label="Voice",
+ is_voice=True,
+ ),
+ },
+ {"role": "user", "content": json.dumps(payload, ensure_ascii=False)},
+ ]
+
+
+def _voice_llm_decision(
+ *,
+ language: str,
+ customer: Customer | None,
+ interaction: Interaction,
+ transcript_text: str,
+ transcript_window: list[VoiceTranscriptSegmentRow],
+ kb_results: list[Any],
+ name_value: str | None,
+ name_status: str | None,
+) -> dict[str, Any] | None:
+ app = _app()
+ if _voice_policy_mode() != "llm_guarded":
+ return None
+ if app._ai_provider() != "openai_compatible":
+ return None
+ try:
+ raw = app._request_structured_model_decision(
+ _voice_llm_prompt_messages(
+ language=language,
+ customer=customer,
+ interaction=interaction,
+ transcript_text=transcript_text,
+ transcript_window=transcript_window,
+ kb_results=kb_results,
+ name_value=name_value,
+ name_status=name_status,
+ )
+ )
+ except Exception:
+ return None
+ decision = app._sanitize_decision(raw, fallback_language=language)
+ if not str(decision.get("reply_text") or "").strip():
+ decision["reply_text"] = _voice_generic_prompt(language)
+ if decision.get("needs_handoff") and not decision.get("handoff_reason"):
+ decision["handoff_reason"] = "╨в╤А╨╡╨▒╤Г╨╡╤В╤Б╤П ╤Г╤З╨░╤Б╤В╨╕╨╡ ╨╢╨╕╨▓╨╛╨│╨╛ ╨╛╨┐╨╡╤А╨░╤В╨╛╤А╨░."
+ if decision.get("needs_handoff") and not str(decision.get("reply_text") or "").strip():
+ decision["reply_text"] = _voice_handoff_reply(language)
+ return {
+ "language": decision["language"],
+ "intent": decision["intent"],
+ "reply_text": str(decision["reply_text"] or "").strip(),
+ "confidence": float(decision["confidence"] or 0.0),
+ "needs_handoff": bool(decision["needs_handoff"]),
+ "handoff_reason": decision["handoff_reason"],
+ "case_action": decision["case_action"],
+ "kb_refs": decision["kb_refs"],
+ "summary_text": (
+ str(decision.get("reply_text") or "").strip()
+ or str(decision.get("handoff_reason") or "").strip()
+ or "AI ╨┐╨╛╨┤╨│╨╛╤В╨╛╨▓╨╕╨╗ ╨╛╤В╨▓╨╡╤В ╨╛╨┐╨╡╤А╨░╤В╨╛╤А╤Б╨║╨╕╨╝ ╤Б╤В╨╕╨╗╨╡╨╝."
+ ),
+ "model": decision["_model"],
+ "latency_ms": decision["_latency_ms"],
+ }
+
+
def _voice_decision_legacy(
*,
language: str,
@@ -1118,6 +1257,8 @@ def _voice_decision(
transcript_window: list[VoiceTranscriptSegmentRow],
kb_results: list[Any],
disclosure_required: bool,
+ customer_name_value: str | None = None,
+ customer_name_status: str | None = None,
) -> dict[str, Any]:
app = _app()
normalized = str(transcript_text or "").strip()
@@ -1209,6 +1350,114 @@ def _voice_decision(
}
+def _voice_decision(
+ *,
+ language: str,
+ customer: Customer | None,
+ interaction: Interaction,
+ transcript_text: str,
+ transcript_window: list[VoiceTranscriptSegmentRow],
+ kb_results: list[Any],
+ disclosure_required: bool,
+ customer_name_value: str | None = None,
+ customer_name_status: str | None = None,
+) -> dict[str, Any]:
+ app = _app()
+ normalized = str(transcript_text or "").strip()
+ lower_text = normalized.lower()
+ caller_texts = _voice_recent_caller_texts(transcript_window)
+ model = app._ai_model()
+
+ if app._looks_like_human_request(lower_text) or app._is_sensitive_request(lower_text):
+ return {
+ "language": language,
+ "intent": "handoff_request",
+ "reply_text": _voice_handoff_reply(language),
+ "confidence": 0.25,
+ "needs_handoff": True,
+ "handoff_reason": "╨Ч╨░╨┐╤А╨╛╤Б ╤В╤А╨╡╨▒╤Г╨╡╤В ╤Г╤З╨░╤Б╤В╨╕╤П ╨╢╨╕╨▓╨╛╨│╨╛ ╨╛╨┐╨╡╤А╨░╤В╨╛╤А╨░.",
+ "case_action": "keep_open",
+ "kb_refs": [],
+ "summary_text": "AI ╤Б╨╛╨▒╤А╨░╨╗ ╨┐╨╡╤А╨▓╨╕╤З╨╜╤Л╨╣ ╨║╨╛╨╜╤В╨╡╨║╤Б╤В ╨╕ ╨╖╨░╨┐╤А╨╛╤Б╨╕╨╗ ╨╢╨╕╨▓╨╛╨│╨╛ ╨╛╨┐╨╡╤А╨░╤В╨╛╤А╨░.",
+ "model": model,
+ "latency_ms": 1,
+ }
+
+ clarification_count = _voice_recent_clarification_count(transcript_window)
+ repeated_reply_count = _voice_repeated_assistant_reply_count(transcript_window)
+ recent_caller_window = caller_texts[-3:]
+ low_signal_count = sum(1 for text in recent_caller_window if _voice_is_low_signal_caller_text(text))
+ caller_confused = _voice_is_confused_caller_text(normalized)
+ if clarification_count >= 4 or (
+ clarification_count >= 3 and (caller_confused or low_signal_count >= 2 or repeated_reply_count >= 2)
+ ):
+ reply_text, handoff_reason, summary_text = _voice_loop_handoff(language)
+ return {
+ "language": language,
+ "intent": "handoff_request",
+ "reply_text": reply_text,
+ "confidence": 0.34,
+ "needs_handoff": True,
+ "handoff_reason": handoff_reason,
+ "case_action": "keep_open",
+ "kb_refs": [],
+ "summary_text": summary_text,
+ "model": model,
+ "latency_ms": 1,
+ }
+
+ llm_decision = _voice_llm_decision(
+ language=language,
+ customer=customer,
+ interaction=interaction,
+ transcript_text=transcript_text,
+ transcript_window=transcript_window,
+ kb_results=kb_results,
+ name_value=customer_name_value or (customer.display_name if customer else None),
+ name_status=customer_name_status,
+ )
+ if llm_decision is not None:
+ return llm_decision
+
+ if kb_results:
+ article = kb_results[0]
+ snippet = app._article_snippet(article, limit=220)
+ return {
+ "language": language,
+ "intent": "kb_answer",
+ "reply_text": (
+ f"╥Ъ╤Л╤Б╥Ы╨░╤И╨░ ╨░╨╣╤В╨░╨╣╤Л╨╜: {snippet}"
+ if language == "kz"
+ else f"╨Ъ╨╛╤А╨╛╤В╨║╨╛ ╨┐╨╛╨┤╤Б╨║╨░╨╢╤Г: {snippet}"
+ ),
+ "confidence": 0.78,
+ "needs_handoff": False,
+ "handoff_reason": None,
+ "case_action": "keep_open",
+ "kb_refs": [article.article_id],
+ "summary_text": "AI ╨┤╨░╨╗ ╨╛╤В╨▓╨╡╤В ╨┐╨╛ ╨┤╨╛╤Б╤В╤Г╨┐╨╜╨╛╨╝╤Г ╨║╨╛╨╜╤В╨╡╨║╤Б╤В╤Г.",
+ "model": "voice_policy_fallback",
+ "latency_ms": 1,
+ }
+
+ reply_text = _voice_confusion_prompt(language, caller_texts) if caller_confused else (
+ _voice_topic_prompt(language, caller_texts) or _voice_generic_prompt(language)
+ )
+ return {
+ "language": language,
+ "intent": "clarification",
+ "reply_text": reply_text,
+ "confidence": 0.62,
+ "needs_handoff": False,
+ "handoff_reason": None,
+ "case_action": "keep_open",
+ "kb_refs": [],
+ "summary_text": "AI ╤Г╤В╨╛╤З╨╜╤П╨╡╤В ╤Ж╨╡╨╗╤М ╨╖╨▓╨╛╨╜╨║╨░ ╨╕ ╤Б╨╛╨▒╨╕╤А╨░╨╡╤В ╨║╨╛╨╜╤В╨╡╨║╤Б╤В.",
+ "model": "voice_policy_fallback",
+ "latency_ms": 1,
+ }
+
+
def start_voice_session(session_id: str, payload: VoiceAIStartIn) -> VoiceAIStartOut:
session = get_session()
try:
@@ -1685,6 +1934,8 @@ def turn_voice_session(session_id: str, payload: VoiceAITurnIn) -> VoiceAITurnDe
transcript_window=transcript_window,
kb_results=kb_results,
disclosure_required=disclosure_required,
+ customer_name_value=name_update["value"],
+ customer_name_status=name_update["status"],
)
decision_metadata = _voice_name_metadata(
language=voice_session.voice_start_language or ai_session.language or "ru",
diff --git a/services/ai_orchestrator_service/voice_name_config.py b/services/ai_orchestrator_service/voice_name_config.py
index 413c718..dfc13fb 100644
--- a/services/ai_orchestrator_service/voice_name_config.py
+++ b/services/ai_orchestrator_service/voice_name_config.py
@@ -50,6 +50,34 @@ def voice_name_collection_default_config() -> VoiceNameCollectionConfig:
)
+def voice_name_collection_default_config() -> VoiceNameCollectionConfig:
+ return VoiceNameCollectionConfig(
+ enabled=True,
+ texts=VoiceNameCollectionTextsConfig(
+ ru=VoiceNameCollectionLanguageTexts(
+ start_prompt="╨Ч╨┤╤А╨░╨▓╤Б╤В╨▓╤Г╨╣╤В╨╡. ╨Э╨░╨╖╨╛╨▓╨╕╤В╨╡, ╨┐╨╛╨╢╨░╨╗╤Г╨╣╤Б╤В╨░, ╨▓╨░╤И╨╡ ╨╕╨╝╤П.",
+ personalized_greeting_template=(
+ "╨Ч╨┤╤А╨░╨▓╤Б╤В╨▓╤Г╨╣╤В╨╡, {name}. ╨Ъ╨╛╤А╨╛╤В╨║╨╛ ╤А╨░╤Б╤Б╨║╨░╨╢╨╕╤В╨╡, ╨┐╨╛╨╢╨░╨╗╤Г╨╣╤Б╤В╨░, ╤З╨╡╨╝ ╨┐╨╛╨╝╨╛╤З╤М."
+ ),
+ confirmation_greeting_template=(
+ "╨Х╤Б╨╗╨╕ ╤П ╨┐╤А╨░╨▓╨╕╨╗╤М╨╜╨╛ ╤А╨░╤Б╤Б╨╗╤Л╤И╨░╨╗, ╨▓╨░╤Б ╨╖╨╛╨▓╤Г╤В {name}? ╨Ш ╤З╨╡╨╝ ╨┐╨╛╨╝╨╛╤З╤М?"
+ ),
+ inline_followup_prompt="╨Ш ╨╡╤Й╤С ╨┐╨╛╨┤╤Б╨║╨░╨╢╨╕╤В╨╡, ╨║╨░╨║ ╨╝╨╜╨╡ ╨║ ╨▓╨░╨╝ ╨╛╨▒╤А╨░╤Й╨░╤В╤М╤Б╤П?",
+ ),
+ kz=VoiceNameCollectionLanguageTexts(
+ start_prompt="╨б╙Щ╨╗╨╡╨╝╨╡╤В╤Б╤Ц╨╖ ╨▒╨╡. ╨Р╤В╤Л╥г╤Л╨╖╨┤╤Л ╨░╤В╨░╨╣╤Б╤Л╨╖ ╨▒╨░?",
+ personalized_greeting_template=(
+ "╨б╙Щ╨╗╨╡╨╝╨╡╤В╤Б╤Ц╨╖ ╨▒╨╡, {name}. ╥Ъ╤Л╤Б╥Ы╨░╤И╨░ ╨░╨╣╤В╤Л╥г╤Л╨╖╤И╤Л, ╨╜╨╡ ╨║╙й╨╝╨╡╨║╤В╨╡╤Б╤Г ╨║╨╡╤А╨╡╨║."
+ ),
+ confirmation_greeting_template=(
+ "╨Х╨│╨╡╤А ╨┤╥▒╤А╤Л╤Б ╨╡╤Б╤В╤Ц╤Б╨╡╨╝, ╨░╤В╤Л╥г╤Л╨╖ {name}? ╥Ъ╨░╨╗╨░╨╣ ╨║╙й╨╝╨╡╨║╤В╨╡╤Б╨╡╨╝╤Ц╨╜?"
+ ),
+ inline_followup_prompt="╨в╨░╥У╤Л ╨▒╤Ц╤А ╨╜╨░╥Ы╤В╤Л╨╗╨░╤Б╨░╨╝, ╤Б╤Ц╨╖╨│╨╡ ╥Ы╨░╨╗╨░╨╣ ╥Ы╨░╤А╨░╨╣╨╝╤Л╨╜?",
+ ),
+ ),
+ )
+
+
def _settings_row(session) -> VoiceNameCollectionSettingsRow | None:
return session.execute(
select(VoiceNameCollectionSettingsRow).where(
diff --git a/services/ai_voice_runtime_service/app.py b/services/ai_voice_runtime_service/app.py
index 260344d..c238f4c 100644
--- a/services/ai_voice_runtime_service/app.py
+++ b/services/ai_voice_runtime_service/app.py
@@ -211,6 +211,14 @@ def _default_voice_greeting(language: str | None, *, agent_profile: str = "voice
)
+def _default_voice_greeting(language: str | None, *, agent_profile: str = "voice_support") -> str:
+ if str(agent_profile or "").strip() == "voice_start":
+ return _voice_start_name_prompt(language)
+ if str(language or "").strip() == "kz":
+ return "╨б╙Щ╨╗╨╡╨╝╨╡╤В╤Б╤Ц╨╖ ╨▒╨╡. ╨б╥▒╤А╨░╥У╤Л╥г╤Л╨╖╨┤╤Л ╨░╨╣╤В╤Л╥г╤Л╨╖╤И╤Л, ╨║╙й╨╝╨╡╨║╤В╨╡╤Б╤Г╨│╨╡ ╤В╤Л╤А╤Л╤Б╨░╨╝╤Л╨╜."
+ return "╨Ч╨┤╤А╨░╨▓╤Б╤В╨▓╤Г╨╣╤В╨╡. ╨Я╨╛╨┤╤Б╨║╨░╨╢╨╕╤В╨╡, ╨┐╨╛╨╢╨░╨╗╤Г╨╣╤Б╤В╨░, ╤З╨╡╨╝ ╨┐╨╛╨╝╨╛╤З╤М."
+
+
_ASR_PROVIDER = build_asr_provider(_asr_provider_name())
_TTS_PROVIDER = build_tts_provider(_tts_provider_name())
diff --git a/tests/test_ai_orchestrator_service.py b/tests/test_ai_orchestrator_service.py
index 0f25929..972343e 100644
--- a/tests/test_ai_orchestrator_service.py
+++ b/tests/test_ai_orchestrator_service.py
@@ -1116,6 +1116,39 @@ def test_voice_module_import_helper_returns_app_module():
assert hasattr(loaded, "_interaction_request")
+def test_text_openai_prompt_uses_operator_persona_without_ai_disclosure():
+ messages = ai_module._openai_prompt(
+ customer=None,
+ interaction=SimpleNamespace(
+ interaction_id="int_text_prompt",
+ status="new",
+ queue_id="que_text",
+ subject="Need help",
+ customer_id="cust_text",
+ ),
+ thread=SimpleNamespace(thread_id="thr_text", chat_id="chat_text", display_name="Customer"),
+ messages=[
+ SimpleNamespace(
+ author_type="customer",
+ author_id="cust_text",
+ direction="inbound",
+ text="╨е╨╛╤З╤Г ╤Г╨╖╨╜╨░╤В╤М ╤В╨░╤А╨╕╤Д",
+ created_at=utc_now_iso(),
+ )
+ ],
+ kb_results=[],
+ language="ru",
+ channel_label="Telegram",
+ channel_key="telegram",
+ )
+
+ system_prompt = messages[0]["content"]
+ assert "AI assistant" not in system_prompt
+ assert "Always disclose" not in system_prompt
+ assert "human operator" in system_prompt
+ assert "Do not mention a knowledge base" in system_prompt
+
+
def test_voice_decision_reuses_recent_topic_instead_of_repeating_same_prompt():
transcript_window = [
SimpleNamespace(speaker="assistant", text=voice_module._voice_greeting("ru"), sequence_no=1),
@@ -1222,6 +1255,51 @@ def test_voice_kb_search_matches_relaxed_phrase_and_returns_kb_answer():
assert "relaxbasicx" in decision["reply_text"].lower()
+def test_voice_llm_guarded_decision_uses_operator_style_without_ai_or_kb(monkeypatch):
+ monkeypatch.setenv("AI_VOICE_POLICY_MODE", "llm_guarded")
+ monkeypatch.setattr(ai_module, "_ai_provider", lambda: "openai_compatible")
+ captured: dict[str, object] = {}
+
+ def _fake_structured(messages):
+ captured["messages"] = messages
+ return {
+ "language": "ru",
+ "intent": "kb_answer",
+ "reply_text": "╨б╨╡╨╣╤З╨░╤Б ╨┐╨╛╨┤╤Б╨║╨░╨╢╤Г: ╤Д╨╕╨╗╨╕╨░╨╗ ╨▓ ╨Р╨╗╨╝╨░╤В╤Л ╤А╨░╨▒╨╛╤В╨░╨╡╤В ╤Б 9:00 ╨┤╨╛ 18:00 ╨┐╨╛ ╨▒╤Г╨┤╨╜╤П╨╝.",
+ "confidence": 0.88,
+ "needs_handoff": False,
+ "handoff_reason": None,
+ "case_action": "keep_open",
+ "kb_refs": ["kba_voice_1"],
+ "_model": "gpt-test",
+ "_latency_ms": 42,
+ "_finish_reason": "stop",
+ }
+
+ monkeypatch.setattr(ai_module, "_request_structured_model_decision", _fake_structured)
+
+ kb_article = SimpleNamespace(article_id="kba_voice_1", title="╨У╤А╨░╤Д╨╕╨║ ╤А╨░╨▒╨╛╤В╤Л", body="╨С╤Г╨┤╨╜╨╕ 9:00-18:00")
+ decision = voice_module._voice_decision(
+ language="ru",
+ customer=SimpleNamespace(customer_id="cus_voice_1", display_name="╨Р╨╣╨┤╨╛╤Б"),
+ interaction=SimpleNamespace(interaction_id="int_voice_llm", status="new", queue_id="que_voice", subject="hours"),
+ transcript_text="╨Ъ╨░╨║ ╤А╨░╨▒╨╛╤В╨░╨╡╤В ╤Д╨╕╨╗╨╕╨░╨╗ ╨▓ ╨Р╨╗╨╝╨░╤В╤Л?",
+ transcript_window=[SimpleNamespace(speaker="caller", text="╨Ъ╨░╨║ ╤А╨░╨▒╨╛╤В╨░╨╡╤В ╤Д╨╕╨╗╨╕╨░╨╗ ╨▓ ╨Р╨╗╨╝╨░╤В╤Л?", sequence_no=1, source_type="voice_asr", barge_in_interrupted=False, created_at=utc_now_iso())],
+ kb_results=[kb_article],
+ disclosure_required=False,
+ customer_name_value="╨Р╨╣╨┤╨╛╤Б",
+ customer_name_status="name_obtained",
+ )
+
+ assert decision["intent"] == "kb_answer"
+ assert decision["model"] == "gpt-test"
+ assert "ai" not in decision["reply_text"].lower()
+ assert "╨▒╨░╨╖╨░ ╨╖╨╜╨░╨╜╨╕╨╣" not in decision["reply_text"].lower()
+ system_prompt = captured["messages"][0]["content"]
+ assert "human operator" in system_prompt
+ assert "Do not say or imply that you are an AI" in system_prompt
+
+
def test_ai_enqueue_creates_outbound_ai_reply_and_delivery_flow(monkeypatch):
monkeypatch.setenv("AI_TELEGRAM_ENABLED", "1")
monkeypatch.setenv("AI_PROVIDER", "stub")
diff --git a/tests/test_ai_voice_runtime_service.py b/tests/test_ai_voice_runtime_service.py
index 2a4e836..bceb96a 100644
--- a/tests/test_ai_voice_runtime_service.py
+++ b/tests/test_ai_voice_runtime_service.py
@@ -105,6 +105,95 @@ def test_create_voice_ai_session_records_greeting_without_blocking_on_orchestrat
raise AssertionError("background voice-session start did not finish in time")
+def test_create_voice_ai_session_records_greeting_without_blocking_on_orchestrator(monkeypatch):
+ allow_start = threading.Event()
+
+ def _fake_orchestrator_request(method: str, path: str, *, payload=None, timeout=10.0):
+ assert method == "POST"
+ assert path.endswith("/start")
+ assert allow_start.wait(timeout=2.0)
+ return {
+ "session_id": "ais_voice_demo",
+ "language": "ru",
+ "greeting_text": "╨Ч╨┤╤А╨░╨▓╤Б╤В╨▓╤Г╨╣╤В╨╡. ╨Я╨╛╨┤╤Б╨║╨░╨╢╨╕╤В╨╡, ╨┐╨╛╨╢╨░╨╗╤Г╨╣╤Б╤В╨░, ╤З╨╡╨╝ ╨┐╨╛╨╝╨╛╤З╤М.",
+ "disclosure_required": True,
+ }
+
+ monkeypatch.setattr(runtime_module, "_orchestrator_request", _fake_orchestrator_request)
+
+ client = TestClient(runtime_module.app)
+ response_holder: dict[str, object] = {}
+
+ def _request() -> None:
+ response_holder["response"] = client.post(
+ "/internal/voice-ai/sessions",
+ headers=_admin_headers(),
+ json={
+ "call_id": "call_voice_runtime_1",
+ "linked_id": "linked_voice_runtime_1",
+ "interaction_id": "int_voice_runtime_1",
+ "queue_id": "que_voice_runtime_1",
+ "caller_number": "+77010000031",
+ "caller_name": "Runtime Caller",
+ "agent_profile": "voice_support",
+ "language_hint": "ru",
+ "handoff_queue_id": "que_voice_runtime_1",
+ "metadata": {"queue_code": "voice_lab"},
+ },
+ )
+
+ request_thread = threading.Thread(target=_request, daemon=True)
+ request_thread.start()
+ request_thread.join(timeout=0.3)
+ assert not request_thread.is_alive()
+
+ response = response_holder["response"]
+ assert response.status_code == 200
+ payload = response.json()
+ assert payload["ai_session_id"] is None
+ assert payload["status"] == "greeting"
+
+ session = get_session()
+ try:
+ voice_session = session.execute(
+ select(VoiceAISessionRow).where(VoiceAISessionRow.call_id == "call_voice_runtime_1")
+ ).scalar_one()
+ assert voice_session.status == "greeting"
+ assert voice_session.disclosure_played_at is None
+ assert voice_session.last_ai_reply_at is None
+ greeting_segment = session.execute(
+ select(VoiceTranscriptSegmentRow)
+ .where(VoiceTranscriptSegmentRow.session_id == voice_session.session_id)
+ .where(VoiceTranscriptSegmentRow.speaker == "assistant")
+ ).scalar_one()
+ assert "ai" not in greeting_segment.text.lower()
+ assert greeting_segment.is_final is False
+ finally:
+ session.close()
+
+ allow_start.set()
+ deadline = time.time() + 2.0
+ while time.time() < deadline:
+ session = get_session()
+ try:
+ voice_session = session.execute(
+ select(VoiceAISessionRow).where(VoiceAISessionRow.call_id == "call_voice_runtime_1")
+ ).scalar_one()
+ if voice_session.ai_session_id == "ais_voice_demo":
+ greetings = session.execute(
+ select(VoiceTranscriptSegmentRow)
+ .where(VoiceTranscriptSegmentRow.session_id == voice_session.session_id)
+ .where(VoiceTranscriptSegmentRow.speaker == "assistant")
+ ).scalars().all()
+ assert len(greetings) == 1
+ break
+ finally:
+ session.close()
+ time.sleep(0.05)
+ else:
+ raise AssertionError("background voice-session start did not finish in time")
+
+
def test_mark_reply_delivered_finalizes_only_matching_pending_assistant_segment():
now = utc_now_iso()
session = get_session()
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