Route calls

# Forwards every call to two mobiles and a SIP PBX at the same time.
# The call is not answered first: the caller hears the ringing tone,
# and whoever picks up first gets the call with the caller's number.
# If nobody answers, the caller hears a short apology.
#
# What to edit: the numbers and the SIP address in targets,
# and the apology text. The apology is in English: for French, set
# defaults.language to fr-FR and translate it, e.g.
# "Désolé, personne n'est disponible. Merci de rappeler plus tard."
#
# Needs: a number assigned to this scenario. In Build Mode,
# calls only reach your Testing Numbers.
#
# Caller IDs: https://docs.callr.com/docs/caller-ids
# SIP: https://docs.callr.com/docs/sip-connectivity

description: "Forward calls to your team"

compat:
  version: "2025-09-01"

defaults:
  # Do not answer the call: the forwarding is transparent and the
  # call is only answered if someone picks up, or to play the apology.
  autoAnswer: false
  language: en-US

variables:
  $dial: null

branches:
  inbound-call:
    actions:
      - action: dial@v2
        params:
          # 'clone' (the default) shows the caller's number to your team.
          # Use 'restricted' to hide it, or one of your approved caller IDs.
          callerId: clone
          # true rings all targets at the same time; false calls them one after the other.
          # The first target to answer is bridged, the others are canceled.
          parallel: true
          targets:
            - number: "+33639980000"
              timeout: 20
            - number: "+33639980001"
              timeout: 20
            # Your PBX or SBC. For SIP over TLS, use port 5061 and
            # append ;transport=tls, e.g. sip:[email protected]:5061;transport=tls
            - number: sip:${{ call.toNumber }}@sip.example.com:5060
              timeout: 30
        result: $dial

      # Nobody picked up: answer and apologise.
      - if: "!$dial?.ok"
        then:
          - action: answer@v1
          - action: play@v3
            params:
              tts:
                text: Sorry, nobody is available. Please call back later.
          - action: hangup@v1

# Phone menu (IVR): callers press 1 for sales, 2 for support,
# 3 to hear your opening hours. If nothing or a wrong key is pressed,
# the menu is played once more, then the caller goes to sales. If the
# team does not answer, the caller hears a message before the call ends.
#
# What to edit: the $sales and $support numbers, $hoursText and the
# welcome sentence of the menu.
# Needs: nothing else, text-to-speech only.
# Build Mode: calls can only be forwarded to your Testing Numbers.
# Guide: https://docs.callr.com/docs/ivr-menu

description: "Simple phone menu"

compat:
  version: "2025-09-01"

defaults:
  language: en-US
  voice: en-US-Harper:MAI-Voice-2

variables:
  $menu: null
  $dial: null

  # MODIFIABLE VARIABLES BELOW
  $sales: "+33199001020" # key 1: your sales team (international format)
  $support: "+33199001030" # key 2: your support team (international format)
  $hoursText: We are open Monday to Friday, from 9 AM to 6 PM. # key 3: the opening hours read to the caller

branches:
  inbound-call:
    actions:
      # Play the menu and wait for ONE key
      - action: gather@v4
        params:
          tts:
            text: Welcome. For sales, press 1. For support, press 2. For our opening hours, press 3.
          maxDigits: 1
          timeout: 12 # includes the time to play the menu
        result: $menu

      # Alternative: play a recording of your library instead of text-to-speech
      # - action: gather@v4
      #   params:
      #     audioFile:
      #       sid: abcd1234 # your menu recording
      #     maxDigits: 1
      #     timeout: 15 # make it longer than your recording
      #   result: $menu

      # Nothing pressed, or not a valid key: ask once more
      - if: $menu?.timeout || !['1', '2', '3'].includes($menu?.input)
        action: gather@v4
        params:
          tts:
            text: Press 1 for sales, 2 for support, or 3 for our opening hours.
          maxDigits: 1
          timeout: 12
        result: $menu

      # Key 1, or still no valid key after the second try: sales
      - if: "!['2', '3'].includes($menu?.input)"
        then:
          - action: play@v3
            params:
              tts:
                text: Connecting you to sales.
          - action: dial@v2
            params:
              targets:
                - number: ${{ $sales }}
                  timeout: 30
            result: $dial

          # Alternative: ring two sales phones at the same time (ring group)
          # - action: dial@v2
          #   params:
          #     targets:
          #       - number: "+33199001020"
          #         timeout: 30
          #       - number: "+33199001021"
          #         timeout: 30
          #     parallel: true # the first one to answer gets the call
          #   result: $dial

          - if: "!$dial?.ok"
            action: play@v3
            params:
              tts:
                text: Our sales team is not available right now. Please call back later.

      # Key 2: support
      - if: $menu?.input === '2'
        then:
          - action: play@v3
            params:
              tts:
                text: Connecting you to support.
          - action: dial@v2
            params:
              targets:
                - number: ${{ $support }}
                  timeout: 30
            result: $dial
          - if: "!$dial?.ok"
            action: play@v3
            params:
              tts:
                text: Our support team is not available right now. Please call back later.

      # Key 3: opening hours
      - if: $menu?.input === '3'
        action: play@v3
        params:
          tts:
            text: ${{ $hoursText }} Goodbye.

      - action: hangup@v1

# IVR with speech recognition and self-service status lookup
#
# Callers press a key or say their choice: "agent" transfers the call,
# "ticket" asks for a ticket number, reads it back for confirmation,
# looks it up in your API and reads the status to the caller.
#
# What to edit: $agentNumber, the prompts, and the fetch@v3 URL
# (replace the demo API by your own ticket status endpoint).
# Needs: an API that returns the ticket status as JSON.
# Build Mode: calls go only to your Testing Numbers.
# Docs: https://docs.callr.com/docs/ivr-menu

description: "Speech menu with status lookup"

compat:
  version: "2025-09-01"

defaults:
  language: en-US
  voice: en-US-Harper:MAI-Voice-2

variables:
  $count: 0 # wrong answers in the main menu
  $retries: 0 # wrong answers while entering a ticket ID
  $dial: null

  # MODIFIABLE VARIABLES BELOW
  $agentNumber: "+15550100011" # the agent who takes the calls

branches:
  inbound-call:
    actions:
      - action: play@v3
        params:
          tts:
            text: Welcome to our smart IVR.

      - label: menu
        action: recognize@v3
        params:
          stopOnDTMF: true
          tts:
            text: |
              Press 1 or say "agent" to talk to someone.
              Press 2 or say "ticket" if you have a ticket ID.
          timeout: 15
          hints:
            - agent
            - ticket
        result: $menu

      - if: $menu?.dtmf == '1' || ($menu?.lexical || '').toLowerCase().includes('agent')
        goto:
          branch: agent

      - if: $menu?.dtmf == '2' || ($menu?.lexical || '').toLowerCase().includes('ticket')
        goto:
          branch: ticket

      - action: play@v3
        params:
          tts:
            text: I'm sorry, I did not get that.

      - action: javascript@v1
        params:
          code: $count++

      # After 3 failed attempts, the caller is transferred to an agent
      - if: $count >= 3
        then:
          - action: play@v3
            params:
              tts:
                text: Let me transfer you to an agent.
          - goto:
              branch: agent

      - goto:
          label: menu

  agent:
    actions:
      - action: dial@v2
        params:
          targets:
            - number: ${{ $agentNumber }}
              timeout: 30
        result: $dial

      - if: "!$dial?.ok"
        action: play@v3
        params:
          tts:
            text: Sorry, no one is available. Please call back later.

      - action: hangup@v1

  ticket:
    actions:
      # Each ticket lookup gets its own 3 attempts
      - action: javascript@v1
        params:
          code: $retries = 0

      - label: gather
        action: gather@v4
        params:
          maxDigits: 12
          timeout: 20
          endOnKey: "#"
          tts:
            text: Please enter your ticket ID, followed by the hash key.
          # Or play an audio file from your library instead of text-to-speech
          # (replace "tts" above, set at most one of tts or audioFile):
          # audioFile:
          #   sid: "fdsanjkf"
        result: $ticketID

      # After 3 failed attempts, the caller is transferred to an agent
      - if: "!$ticketID?.input"
        then:
          - action: javascript@v1
            params:
              code: $retries++
          - action: play@v3
            params:
              tts:
                text: I did not receive your ticket ID.
          - if: $retries >= 3
            goto:
              branch: agent
          - goto:
              label: gather

      - action: javascript@v1
        params:
          # this will transform "123" into "1 2 3"
          # we will use this for speech in the next action
          code: return $ticketID.input.split('').join(' ')
        result: $ticketIdWithSpaces

      - label: confirm
        action: recognize@v3
        params:
          stopOnDTMF: true
          tts:
            text: >
              You have entered ${{ $ticketIdWithSpaces }}.
              Is this correct? Press 1 or say yes. Press 2 or say no.
          hints:
            - "yes"
            - "no"
        result: $yesno

      - if: "!$yesno?.ok"
        then:
          - action: javascript@v1
            params:
              code: $retries++
          - action: play@v3
            params:
              tts:
                text: I am sorry, I did not get that.
          - if: $retries >= 3
            goto:
              branch: agent
          - goto:
              label: confirm

      # Anything but an explicit yes: enter the ticket ID again
      - if: "!($yesno?.dtmf == '1' || ($yesno?.lexical || '').toLowerCase().split(' ').includes('yes'))"
        then:
          - action: javascript@v1
            params:
              code: $retries++
          - action: play@v3
            params:
              tts:
                text: Sure, let's do this again.
          - if: $retries >= 3
            goto:
              branch: agent
          - goto:
              label: gather

      - action: play@v3
        params:
          tts:
            text: Thank you. Please hold while I look for your ticket status.

      - action: fetch@v3
        params:
          # this is a free API that returns a random 'yes' or 'no'
          url: https://yesno.wtf/api
          # with your own API, pass the ticket ID in the query:
          # url: https://api.example.com/tickets?ticketID=${{ encodeURIComponent($ticketID.input) }}
          timeout: 5
        result: $status

      - if: "!$status?.ok"
        then:
          - action: play@v3
            params:
              tts:
                text: >
                  I am sorry, I could not fetch the ticket status
                  at this time. Please call back another time.
          - action: hangup@v1

      - if: $status?.json?.answer == 'yes'
        then:
          - action: play@v3
            params:
              tts:
                text: Good news! Your phone is repaired and ready to be picked up.
          - goto:
              branch: inbound-call

      - action: play@v3
        params:
          tts:
            text: We are still working on your phone. Maybe tomorrow?

      - goto:
          branch: inbound-call

# Business hours routing.
# During opening hours, every call rings your team at the same time.
# After hours, on holidays, or when nobody picks up, callers hear a
# message and leave a voicemail that is transcribed and emailed to you.
#
# What to edit: the MODIFIABLE VARIABLES below (time zone, weekly hours,
# holidays, team numbers, closed message, email recipients).
# Needs: nothing else, text-to-speech and transcription are included.
# Build Mode: calls can only be forwarded to your Testing Numbers.
# Docs: https://docs.callr.com/docs/callr-actions-pre-defined-variables

description: "Route by opening hours"

compat:
  version: "2025-09-01"

defaults:
  language: en-US
  voice: en-US-Olivia:MAI-Voice-2

variables:
  $isOpen: false
  $localTime: ""
  $dial: null
  $file: ""

  # MODIFIABLE VARIABLES BELOW
  $timezone: America/New_York # IANA time zone of your opening hours
  $utcOffsetMinutes: -300 # fallback UTC offset if the time zone is unknown (-300 winter, -240 summer), update it when daylight saving time changes
  $hours: # opening hours per day: a list of ["HH:MM", "HH:MM"] ranges (24 h), add a second range for a lunch break, [] = closed
    mon: [["09:00", "18:00"]]
    tue: [["09:00", "18:00"]]
    wed: [["09:00", "18:00"]]
    thu: [["09:00", "18:00"]]
    fri: [["09:00", "18:00"]]
    sat: []
    sun: []
  $holidays: # closed all day on these dates (YYYY-MM-DD)
    - "2026-11-26"
    - "2026-12-25"
    - "2027-01-01"
  $team: # team phones, all ringing at the same time during opening hours
    - number: "+15550100001"
      timeout: 25
    - number: "+15550100002"
      timeout: 25
  $closedText: Thank you for calling. We are closed right now. We are open Monday to Friday, 9 AM to 6 PM. # played after hours
  $voicemailEmail: # receive the voicemail recording and transcript
    - [email protected]

branches:
  inbound-call:
    actions:
      # Local day, date and time in $timezone, then the opening hours check
      - action: javascript@v1
        params:
          code: |
            const pad = (n) => String(n).padStart(2, '0')
            let p
            let fallback = false
            try {
              const parts = new Intl.DateTimeFormat('en-GB', {
                timeZone: $timezone, weekday: 'short', year: 'numeric', month: '2-digit',
                day: '2-digit', hour: '2-digit', minute: '2-digit', hourCycle: 'h23',
              }).formatToParts(new Date(now))
              p = Object.fromEntries(parts.map((x) => [x.type, x.value]))
            } catch (e) {
              fallback = true
              const d = new Date(new Date(now).getTime() + $utcOffsetMinutes * 60000)
              p = {
                weekday: ['Sun', 'Mon', 'Tue', 'Wed', 'Thu', 'Fri', 'Sat'][d.getUTCDay()],
                year: String(d.getUTCFullYear()), month: pad(d.getUTCMonth() + 1),
                day: pad(d.getUTCDate()), hour: pad(d.getUTCHours()), minute: pad(d.getUTCMinutes()),
              }
            }
            const day = p.weekday.toLowerCase()
            const date = p.year + '-' + p.month + '-' + p.day
            const time = p.hour + ':' + p.minute
            let ranges = $hours?.[day] ?? []
            if (typeof ranges[0] === 'string') ranges = [ranges] // a single ["09:00", "18:00"] pair
            const hhmm = (t) => String(t).padStart(5, '0') // "9:00" -> "09:00"
            const open = !($holidays ?? []).includes(date) &&
              ranges.some(([from, to]) => time >= hhmm(from) && time < hhmm(to))
            return { $isOpen: open, $localTime: day + ' ' + date + ' ' + time + (fallback ? ' (fallback offset)' : '') }

      - action: log@v1
        params:
          message: "Local time: ${{ $localTime }}, open: ${{ $isOpen }}"

      - if: "!$isOpen"
        then:
          - action: play@v3
            params:
              tts:
                text: ${{ $closedText }}
          - goto:
              branch: voicemail

          # Alternative: let an AI agent take after-hours calls instead of voicemail
          # (the "AI voicemail" template has a complete agent). Add an $openaiKey
          # variable, then replace the play@v3 and goto above with:
          # - action: voicebot@v1
          #   params:
          #     engine:
          #       name: OpenAI
          #       model: gpt-5.4-mini
          #       auth: ${{ $openaiKey }}
          #     initialMessages:
          #       - role: system
          #         content: We are closed. Ask for the caller's name and reason for calling, save them with set_value (name, reason), then use the hangup tool.
          #       - role: assistant
          #         content: Hello, we are closed right now. I can take a message. What is your name?
          #   result: $bot
          # - action: email@v1
          #   params:
          #     to: ${{ $voicemailEmail }}
          #     subject: After-hours message from ${{ call.fromNumber ?? '(hidden number)' }}
          #     text: |
          #       Name: ${{ $bot?.values?.name ?? '-' }}
          #       Reason: ${{ $bot?.values?.reason ?? '-' }}
          #       Local time: ${{ $localTime }}
          # - action: hangup@v1

      # Opening hours: ring every team phone, the first to answer takes the call
      - action: dial@v2
        params:
          targets: ${{ $team }}
          parallel: true
        result: $dial

      - if: "!$dial?.ok"
        then:
          - action: play@v3
            params:
              tts:
                text: Sorry, nobody is available right now.
          - goto:
              branch: voicemail

  voicemail:
    actions:
      - action: play@v3
        params:
          tts:
            text: Please leave a message after the tone. Press any key when you are done.

      - action: record@v1
        params:
          maxLength: 120 # seconds
        result: $file

      - action: play@v3
        params:
          tts:
            text: Thank you. We will call you back. Goodbye.

      - action: hangup@v1

  # Runs when the call ends: save the voicemail, transcribe it and email it
  hangup:
    actions:
      - if: $file && $voicemailEmail?.length
        action: saveRecordingFile@v1
        params:
          file: ${{ $file }}
        events:
          ready:
            - action: email@v1
              params:
                to: ${{ $voicemailEmail }}
                subject: New voicemail from ${{ call.fromNumber ?? '(hidden number)' }}
                text: |
                  Hello,

                  You have a new voicemail from ${{ call.fromNumber ?? '(hidden number)' }} to ${{ call.toNumber }}.
                  Reason: ${{ $isOpen ? 'nobody answered' : 'closed' }}, local time ${{ $localTime }}.
                  Duration: ${{ recording.duration }}s.

                  "${{ transcription_leg_a }}"

                  Listen to the recording: ${{ recording.url }}

# Screen callers: hear who is calling before you accept
#
# Unknown callers record their name and the reason for their call.
# Your phone rings: you hear the recording, then press 1 or say "yes"
# to take the call. Numbers on your VIP list go straight through.
#
# What to edit: $target (your phone) and $vipList.
# Needs: nothing else.
# Build Mode: calls go only to your Testing Numbers.
# Docs: https://docs.callr.com/docs/callr-actions-reference

description: "Screen callers"

compat:
  version: "2025-09-01"

defaults:
  language: en-US
  voice: en-US-Olivia:MAI-Voice-2

variables:
  $vip: false
  $count: 0
  $record: null
  $dial: null

  # MODIFIABLE VARIABLES BELOW
  $target: "+33639980042" # the number that receives the screened calls
  $vipList: # these numbers are forwarded without screening
    - "+33639980000"

branches:
  inbound-call:
    actions:
      # Bypass VIPs
      - if: $vipList.includes(call.fromNumber)
        then:
          - action: javascript@v1
            params:
              code: $vip = true
          - goto:
              label: dial

      - action: play@v3
        params:
          tts:
            text: Hello! The person you are trying to reach is using a call screening service.

      - action: play@v3
        params:
          tts:
            text: After the tone, please indicate your name and the reason for your call.

      # Record the user for 6s maximum
      - action: record@v1
        params:
          maxLength: 6
        result: $record

      - action: play@v3
        params:
          tts:
            text: Thank you. Please wait while we connect you.

      # Call the target
      - label: dial
        action: dial@v2
        params:
          answerOnBranch: acceptOrReject
          targets:
            - number: ${{ $target }}
              timeout: 30
        result: $dial

      # If the target did not accept the call
      - if: "!$dial?.ok"
        goto:
          branch: unavailable

  acceptOrReject:
    actions:
      # Voicemail detection on the target
      - action: amd@v3
        params:
          yesHints:
            - voicemail
            - leave
            - message
            - person
        result: $amd

      # Hangup if voicemail is detected on the target
      - if: $amd?.detected == 'machine'
        action: hangup@v1

      - if: $vip
        then:
          - action: bridge@v3
          - action: hangup@v1

      # Whisper to the target
      - action: play@v3
        params:
          tts:
            text: This is a screened call.

      # Play the recording to the target
      - label: who
        action: playRecordingFile@v1
        params:
          file: ${{ $record }}

      # Menu to accept the call
      - action: recognize@v3
        params:
          timeout: 10
          tts:
            text: >
              To accept this call, say yes or press 1.
              To listen again, say again or press 2.
          hints:
            - "yes"
            - "again"
          stopOnDTMF: true
        result: $input

      # Bridge
      - if: $input?.dtmf == '1' || ($input?.lexical || '').toLowerCase().includes('yes')
        then:
          - action: bridge@v3
          - action: hangup@v1

      # Anything else: play the recording again (2 times at most)
      - action: javascript@v1
        params:
          code: $count++

      # After 2 plays, hangup
      - if: $count == 2
        action: hangup@v1

      - goto:
          label: who

  unavailable:
    actions:
      - action: play@v3
        params:
          tts:
            text: Sorry, the person you are trying to reach is not available. Please try again later.

      - action: hangup@v1

# No menu tree: callers say why they are calling, an AI model sorts
# the request (sales, support, billing) and the call goes to the right
# team. Silence gets one retry, then a keypad menu. Anything the AI
# cannot place goes to a person ($fallback).
#
# What to edit: $openai.key, $teams (numbers, spoken names and the
# description that helps the AI decide), $fallback, the welcome sentence,
# the keypad sentence and the recognize hints (keep them in $teams order).
# Needs: an OpenAI API key.
# Build Mode: calls can only be forwarded to your Testing Numbers.
# Guide: https://docs.callr.com/docs/ivr-menu

description: "Route by intent with AI"

compat:
  version: "2025-09-01"

defaults:
  language: en-US
  voice: en-US-Harper:MAI-Voice-2

variables:
  $speech: null
  $menu: null
  $messages: null
  $ai: null
  $intent: null
  $target: null
  $dial: null
  $count: 0

  # MODIFIABLE VARIABLES BELOW
  $openai:
    key: <openai-key> # your OpenAI API key
    model: gpt-5.4-mini # a fast model keeps the caller waiting less
  $teams: # keypad order: 1, 2, 3 (example: a car dealership)
    sales:
      number: "+33199001020" # international format
      name: our sales team # spoken: "Connecting you to ..."
      description: buying a car, prices, trade-ins, test drives
    support:
      number: "+33199001030"
      name: our service department
      description: repairs, maintenance, breakdowns, service appointments
    billing:
      number: "+33199001040"
      name: our accounting team
      description: invoices, payments, refunds, financing
  $fallback: # anything else, or no answer from the AI
    number: "+33199001010"
    name: our reception desk

branches:
  inbound-call:
    actions:
      - action: play@v3
        params:
          tts:
            text: Welcome to Acme Motors.

      # The caller speaks freely (a key press also works)
      - label: ask
        action: recognize@v3
        params:
          tts:
            text: In a few words, tell me why you are calling.
          hints: [sales, support, billing]
          stopOnDTMF: true
          timeout: 12
        result: $speech

      # Nothing heard: ask once more
      - if: "!$speech?.dtmf && !$speech?.lexical && $count < 1"
        then:
          - action: javascript@v1
            params:
              code: $count++
          - action: play@v3
            params:
              tts:
                text: Sorry, I did not hear you.
          - goto:
              label: ask

      # Still nothing: keypad menu (keys follow the order of $teams)
      - if: "!$speech?.dtmf && !$speech?.lexical"
        action: gather@v4
        params:
          tts:
            text: For sales, press 1. For service, press 2. For billing, press 3.
          maxDigits: 1
          timeout: 12
        result: $menu

      # The caller spoke: the AI picks the team (a short sound plays meanwhile)
      - if: "!$speech?.dtmf && $speech?.lexical"
        then:
          - action: javascript@v1
            params:
              code: |
                const list = Object.entries($teams)
                  .map(([id, team]) => `- ${id}: ${team.description}`)
                  .join('\n')
                $messages = [
                  { role: 'system', content: `You route phone calls. Classify the caller's request into one of these intents:\n${list}\n- other: anything else.\nAnswer with JSON only, for example {"intent": "other"}` },
                  { role: 'user', content: $speech.text || $speech.lexical }
                ]
          - action: openai@v3
            params:
              secret: ${{ $openai.key }}
              endpoint: chat/completions
              properties:
                model: ${{ $openai.model }}
                messages: ${{ $messages }}
                response_format:
                  type: json_object
              feedback:
                enabled: true
                sound: loading
              timeout: 10
            result: $ai

      # One team, whether it was spoken, pressed or classified
      - action: javascript@v1
        params:
          code: |
            const ids = Object.keys($teams)
            const key = $speech?.dtmf || $menu?.input
            let intent = key ? ids[Number(key) - 1] : null
            if (!key && $ai?.ok && $ai?.choices?.length) {
              try {
                intent = String(JSON.parse($ai.choices?.[0]?.message?.content).intent ?? '').trim().toLowerCase()
              } catch (e) {
                intent = null
              }
            }
            $intent = ids.includes(intent) ? intent : 'other'
            $target = $teams[$intent] ?? $fallback

      - action: log@v1
        params:
          message: "Intent: ${{ $intent }}, said: ${{ $speech?.text }}"

      - action: play@v3
        params:
          tts:
            text: Connecting you to ${{ $target.name }}.

      - action: dial@v2
        params:
          targets:
            - number: ${{ $target.number }}
              timeout: 30
        result: $dial

      - if: "!$dial?.ok"
        action: play@v3
        params:
          tts:
            text: Nobody is available right now. Please call back later. Goodbye.

      - action: hangup@v1

# One number for every market: the caller's country picks the greeting
# language and voice (French, Spanish or English) and the team that
# answers. Callers from any other country, or with a hidden number,
# get the English greeting and the English team.
#
# What to edit: the country lists and the team numbers below the
# MODIFIABLE VARIABLES line, and the greeting texts in each branch.
# Each branch sets its own language and voice in its defaults: change
# the voice there to suit a market.
# To add a language, copy a branch, set its defaults (language + voice)
# and add one more "if ... goto" line in inbound-call.
# Needs: a number assigned to this scenario.
# Build Mode: calls only reach your Testing Numbers.
# Docs: https://docs.callr.com/docs/callr-actions-pre-defined-variables

description: "Greet callers in their language"

compat:
  version: "2025-09-01"

defaults:
  # Used by the english branch. The french and spanish branches set
  # their own language and voice.
  language: en-US
  voice: en-US-Olivia:MAI-Voice-2

variables:
  $dial: null

  # MODIFIABLE VARIABLES BELOW
  # Caller countries (ISO codes) that hear the French greeting
  $frenchCountries: [FR, BE, CH, LU, MC]
  # Caller countries (ISO codes) that hear the Spanish greeting
  $spanishCountries: [ES, MX, AR, CO, CL, PE]
  # Team that answers French-speaking callers
  $teamFrench: "+33199001020"
  # Team that answers Spanish-speaking callers
  $teamSpanish: "+34910001020"
  # Team that answers everyone else, in English
  $teamEnglish: "+15550100001"

branches:
  inbound-call:
    actions:
      # call.fromCountry is the caller's country code, e.g. FR
      - if: $frenchCountries.includes(call.fromCountry)
        goto:
          branch: french
      - if: $spanishCountries.includes(call.fromCountry)
        goto:
          branch: spanish
      - goto:
          branch: english

  french:
    defaults:
      language: fr-FR
      voice: fr-FR-Soleil:MAI-Voice-2
    actions:
      - action: play@v3
        params:
          tts:
            text: Bonjour et merci de votre appel. Nous vous mettons en relation avec notre équipe.
      - action: dial@v2
        params:
          targets:
            - number: ${{ $teamFrench }}
              timeout: 30
        result: $dial
      - if: "!$dial?.ok"
        action: play@v3
        params:
          tts:
            text: Désolé, personne n'est disponible pour le moment. Merci de rappeler plus tard.
      - action: hangup@v1

  spanish:
    defaults:
      language: es-ES
      voice: es-ES-Marta:MAI-Voice-2
    actions:
      - action: play@v3
        params:
          tts:
            text: Hola, gracias por su llamada. Le pasamos con nuestro equipo.
      - action: dial@v2
        params:
          targets:
            - number: ${{ $teamSpanish }}
              timeout: 30
        result: $dial
      - if: "!$dial?.ok"
        action: play@v3
        params:
          tts:
            text: Lo sentimos, no hay nadie disponible en este momento. Por favor, vuelva a llamar más tarde.
      - action: hangup@v1

  english:
    actions:
      - action: play@v3
        params:
          tts:
            text: Hello, thank you for calling. We are connecting you to our team.
      - action: dial@v2
        params:
          targets:
            - number: ${{ $teamEnglish }}
              timeout: 30
        result: $dial
      - if: "!$dial?.ok"
        action: play@v3
        params:
          tts:
            text: Sorry, nobody is available right now. Please call back later.
      - action: hangup@v1

# Keeps your PBX or SBC: every call is sent to it over SIP TLS without
# being answered first, so the caller hears the ringing tone. If the PBX
# is unreachable, busy or does not answer, the call fails over to a mobile,
# then to a voicemail that is transcribed and emailed to you.
#
# What to edit: the variables below the MODIFIABLE VARIABLES line.
# Needs: a number assigned to this scenario, a PBX or SBC reachable over
# SIP TLS (port 5061) and an email address.
# Your PBX: allow Callr's SIP signalling and RTP ranges (eu.sip.callr.com
# or usa.sip.callr.com), see https://docs.callr.com/docs/ip-subnets
# The called number is sent in E.164 format with a leading + in the user
# part, e.g. sip:[email protected].
# Build Mode: calls only reach your Testing Numbers.
# Guide: https://docs.callr.com/docs/sip-connectivity

description: "Keep your PBX over SIP"

compat:
  version: "2025-09-01"

defaults:
  # Do not answer the call: the routing is transparent until the voicemail.
  autoAnswer: false
  voice: en-US-Olivia:MAI-Voice-2
  language: en-US

variables:
  $dial: null
  $file: null # temporary file of the message

  # MODIFIABLE VARIABLES BELOW
  # Host and TLS port of your PBX or SBC
  $pbxHost: pbx.example.com:5061
  # Mobile that takes the call when the PBX does not answer
  $backupMobile: "+33639980010"
  # Email addresses that receive the voicemail
  $emailTargets:
    - [email protected]

branches:
  inbound-call:
    actions:
      - action: dial@v2
        params:
          # 'clone' shows the caller's number to your PBX and to the mobile
          callerId: clone
          # false: the PBX first, then the mobile (failover)
          # Busy, error or no answer within 15 s: the next target rings
          parallel: false
          targets:
            # The called number is passed to your PBX for its own routing
            - number: sip:${{ call.toNumber }}@${{ $pbxHost }};transport=tls
              timeout: 15
            - number: ${{ $backupMobile }}
              timeout: 30
        result: $dial

      # Nobody picked up: take a message.
      # For a fully transparent routing (no voicemail), delete this block.
      - if: "!$dial?.ok"
        then:
          - action: answer@v1
          - action: play@v3
            params:
              tts:
                text: Sorry, we are not available. Please leave a message after the tone.
          - action: record@v1
            params:
              maxLength: 120 # seconds
            result: $file
          - action: hangup@v1

  hangup:
    actions:
      - if: $file
        then:
          # saveRecordingFile transcribes the message by default
          - action: saveRecordingFile@v1
            params:
              file: ${{ $file }}
            events:
              ready:
                - action: email@v1
                  params:
                    fromName: My Company
                    subject: New voicemail from ${{ call.fromNumber ?? '(hidden number)' }}
                    text: |
                      Your PBX and backup mobile did not answer.
                      New voicemail from ${{ call.fromNumber ?? '(hidden number)' }}. Duration: ${{ recording.duration }}s.
                      "${{ transcription_leg_a }}"

                      Download the file: ${{ recording.url }}
                    to: ${{ $emailTargets }}