The 2026-07-05 Weston call (CA3e88ce) showed the model guessing geography: it
recommended Boca Raton for a Weston caller (real answer: Pembroke Pines, ~9 mi),
invented distances ('Weston to Hialeah is twenty miles'), and confirmed a
nonexistent Miami Lakes office when the caller insisted.
- practice.py: office lat/lon + ~70-place South Florida gazetteer + haversine;
geography_block() renders a full distance table (closest first) from the
caller's area to every office. 'Westin' aliased to Weston (STT spelling).
- callstate.py: extractor gains caller_area; CallStateGroomer appends the
GEOGRAPHY block to the system message — zero-lag via a synchronous gazetteer
scan of user turns until the extractor catches up.
- bot.py: DISTANCES prompt rule (answer only from GEOGRAPHY, never estimate),
only-these-8-offices guard, caller-area cities added to Whisper hotwords
('Weston' was heard as 'Western Florida').
Verified: staged replay of the failed exchanges on activeblue-avc:latest —
correct office, correct distances, Miami Lakes denied (5/5 + 3/3 runs).
Co-Authored-By: Claude Fable 5 <noreply@anthropic.com>
A caller asking if their already-purchased frames were ready got railroaded
through the booking script and hung up. AVA had no path for requests it can't do
on the phone.
- Prompt: classify intent first — question (answer it), can't-do request (take
name + a one-line note, confirm callback number, promise a staff callback;
never force booking questions), or booking (the ordered steps).
- extract.py: request_type = appointment | callback | none. Callback gate needs
a name or a request note. Records kind.
- practice.py / odoo_client.py: callbacks write a "📞 Callback request" lead
(name, callback number, what they need) instead of an appointment card.
Verified the classifier: frames-status -> callback, booking -> appointment,
pure question -> none.
Co-Authored-By: Claude Opus 4.8 <noreply@anthropic.com>
In-call (system prompt + per-call calendar injection):
- Gather full name (prompt asks for last name if only first given).
- Confirm the caller-ID number; if declined, use the number the caller gives.
- Ask for and LOG insurance only — never promise/confirm/deny coverage or
treatment based on it; staff verify on callback.
- Validate the requested date against an injected 45-day calendar (recomputed
per call since the server is long-running). Push back on impossible/mismatched
dates, e.g. "Monday lands on the sixth — would you like that date?".
- AGENT_NAME=AVA; 4s grace pause before hang-up (HANGUP_DELAY_SECS).
Logging (post-call extraction -> Odoo):
- Extract full name, phone_confirmed, chosen callback (caller-ID or alternate),
insurance, reason, and preferred time annotated with a resolved YYYY-MM-DD
date (today's date is fed to the extractor).
- odoo_client: insurance row on the lead note (log only — staff verify).
.gitignore: ignore rotated avc_run.log* files.
Co-Authored-By: Claude Opus 4.8 <noreply@anthropic.com>
