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guarded to /htdocs

/si/phone/route.php

<?php
declare(strict_types=1);

/*
|--------------------------------------------------------------------------
| SI TELEPHONE ROUTER
|--------------------------------------------------------------------------
| Location: /htdocs/si/phone/route.php
|
| Handles speech from incoming.php and always returns valid TwiML.
| This file does not contain incoming-caller greeting logic.
|--------------------------------------------------------------------------
*/

require_once __DIR__ . '/bootstrap.php';
require_once dirname(__DIR__) . '/_core/knowledge.php';

/**
 * Send a valid TwiML response and stop execution.
 */
function si_route_respond(string $innerXml): never
{
    si_phone_xml(
        '<?xml version="1.0" encoding="UTF-8"?>' .
        '<Response>' . $innerXml . '</Response>'
    );

exit;
}

/**
 * Escape spoken text for XML.
 */
function si_route_say(string $text): string
{
    return '<Say voice="Polly.Matthew">' .
        si_phone_escape($text) .
        '</Say>';
}

/**
 * Return a safe fallback response without triggering Twilio backup.
 */
function si_route_safe_fallback(string $message = ''): never
{
    $message = trim($message);

if ($message === '') {
        $message =
            'I am sorry, I had trouble processing that request. ' .
            'Please say what you need, or ask to leave a message.';
    }

$routeUrl = si_phone_escape(si_phone_base_url() . '/route.php');

si_route_respond(
        si_route_say($message) .
        '<Gather input="speech" ' .
            'action="' . $routeUrl . '" ' .
            'method="POST" ' .
            'timeout="6" ' .
            'speechTimeout="auto" ' .
            'actionOnEmptyResult="true">' .
            si_route_say('How may I help you?') .
        '</Gather>' .
        si_route_say('Thank you for calling. Goodbye.') .
        '<Hangup />'
    );
}

try {
    $speechRaw = trim((string) si_phone_post('SpeechResult'));
    $digits = trim((string) si_phone_post('Digits'));
    $confidence = trim((string) si_phone_post('Confidence'));
    $caller = trim((string) si_phone_post('From'));

si_phone_log('route_request', [
        'caller' => $caller,
        'speech' => $speechRaw,
        'digits' => $digits,
        'confidence' => $confidence,
    ]);

if ($speechRaw !== '') {
        si_memory_remember(
            'phone',
            $caller,
            'caller',
            $speechRaw,
            ['confidence' => $confidence]
        );
    }

/*
    |--------------------------------------------------------------------------
    | DTMF shortcuts
    |--------------------------------------------------------------------------
    | 1 = transfer request
    | 2 = voicemail
    |--------------------------------------------------------------------------
    */

if ($digits === '1') {
        si_phone_log('dtmf_transfer_requested', [
            'caller' => $caller,
        ]);

$transferUrl = si_phone_escape(
            si_phone_base_url() . '/transfer.php'
        );

si_route_respond(
            si_route_say('I will connect you now.') .
            '<Redirect method="POST">' .
                $transferUrl .
            '</Redirect>'
        );
    }

if ($digits === '2') {
        $messageUrl = si_phone_escape(
            si_phone_base_url() . '/voicemail.php'
        );

$transcriptionUrl = si_phone_escape(
            si_phone_base_url() .
            '/transcription.php?notify=corporate_vm'
        );

si_route_respond(
            si_route_say(
                'Please leave your name, telephone number, and message after the tone. ' .
                'Press the pound key when finished.'
            ) .
            '<Record ' .
                'action="' . $messageUrl . '" ' .
                'method="POST" ' .
                'maxLength="120" ' .
                'finishOnKey="#" ' .
                'playBeep="true" ' .
                'trim="trim-silence" ' .
                'transcribe="true" ' .
                'transcribeCallback="' . $transcriptionUrl . '" ' .
            '/>' .
            '<Redirect method="POST">' .
                $messageUrl .
            '</Redirect>'
        );
    }

/*
    |--------------------------------------------------------------------------
    | Empty speech
    |--------------------------------------------------------------------------
    */

if ($speechRaw === '') {
        $incomingUrl = si_phone_escape(
            si_phone_base_url() . '/incoming.php'
        );

si_route_respond(
            si_route_say(
                'I did not hear a request. Please say what you need.'
            ) .
            '<Redirect method="POST">' .
                $incomingUrl .
            '</Redirect>'
        );
    }

/*
    |--------------------------------------------------------------------------
    | Explicit transfer request
    |--------------------------------------------------------------------------
    */

if ($explicitTransfer) {
        si_phone_log('explicit_transfer_requested', [
            'caller' => $caller,
            'speech' => $speechRaw,
        ]);

$transferUrl = si_phone_escape(
            si_phone_base_url() . '/transfer.php'
        );

si_route_respond(
            si_route_say('I will connect you now.') .
            '<Redirect method="POST">' .
                $transferUrl .
            '</Redirect>'
        );
    }

/*
    |--------------------------------------------------------------------------
    | Explicit voicemail request
    |--------------------------------------------------------------------------
    */

$explicitMessage = preg_match(
        '/\b(' .
            'leave (a )?message|' .
            'leave (a )?voicemail|' .
            'record (a )?message|' .
            'have keith call me|' .
            'ask keith to call|' .
            'send keith (a )?message' .
        ')\b/i',
        $speechRaw
    ) === 1;

if ($explicitMessage) {
        si_phone_log('explicit_message_requested', [
            'caller' => $caller,
            'speech' => $speechRaw,
        ]);

$messageUrl = si_phone_escape(
            si_phone_base_url() . '/voicemail.php'
        );

$transcriptionUrl = si_phone_escape(
            si_phone_base_url() .
            '/transcription.php?notify=corporate_vm'
        );

/*
    |--------------------------------------------------------------------------
    | Knowledge response
    |--------------------------------------------------------------------------
    */

$plainAnswer = '';

if (function_exists('si_knowledge_ai_answer')) {
        try {
            $plainAnswer = trim(
                (string) si_knowledge_ai_answer($speechRaw, $caller)
            );
        } catch (Throwable $aiError) {
            si_phone_log('knowledge_ai_error', [
                'caller' => $caller,
                'message' => $aiError->getMessage(),
            ]);

$plainAnswer = '';
        }
    }

if ($plainAnswer === '' && function_exists('si_knowledge_answer')) {
        $plainAnswer = trim(
            (string) si_knowledge_answer($speechRaw, $caller)
        );
    }

if ($plainAnswer === '') {
        $plainAnswer =
            'I do not have a verified answer yet. ' .
            'You may ask another question, leave a message, or request Keith.';
    }

if (strlen($plainAnswer) > 2400) {
        $plainAnswer = substr($plainAnswer, 0, 2400);
    }

if ($caller !== '') {
        si_memory_remember(
            'phone',
            $caller,
            'si',
            $plainAnswer
        );
    }

$routeUrl = si_phone_escape(
        si_phone_base_url() . '/route.php'
    );

si_route_respond(
        si_route_say($plainAnswer) .
        '<Gather input="speech dtmf" ' .
            'action="' . $routeUrl . '" ' .
            'method="POST" ' .
            'numDigits="1" ' .
            'timeout="6" ' .
            'speechTimeout="auto" ' .
            'actionOnEmptyResult="true">' .
            si_route_say(
                'What else may I help you with? ' .
                'You may also press 1 for a transfer or 2 to leave a message.'
            ) .
        '</Gather>' .
        si_route_say('Thank you for calling. Goodbye.') .
        '<Hangup />'
    );
} catch (Throwable $error) {
    try {
        si_phone_log('route_fatal_error', [
            'message' => $error->getMessage(),
            'file' => basename($error->getFile()),
            'line' => $error->getLine(),
        ]);
    } catch (Throwable $loggingError) {
        // Do not allow a logging failure to prevent TwiML output.
    }

si_route_safe_fallback();
}

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