|
Order # $onum | $company
|
| Install Date |
$install (default — subject to confirmation) |
| Vehicle |
" . htmlspecialchars(($sess['year'] ?? '') . ' ' . ($sess['make'] ?? '') . ' ' . ($sess['model'] ?? '') . ' ' . ($sess['style'] ?? '')) . " |
| Glass |
" . htmlspecialchars($sess['glass'] ?? '') . " |
| Customer |
" . htmlspecialchars(($sess['first'] ?? '') . ' ' . ($sess['last'] ?? '')) . " |
| Address |
" . htmlspecialchars(($sess['street'] ?? '') . ', ' . ($sess['city'] ?? '') . ', ' . ($sess['state'] ?? '') . ' ' . ($sess['zip'] ?? '')) . " |
| Phone |
" . htmlspecialchars($sess['phone'] ?? '') . " |
| Email |
" . htmlspecialchars($sess['email'] ?? '') . " |
| PO / RO |
" . htmlspecialchars($sess['po'] ?? '') . " |
| Unit # |
" . htmlspecialchars($sess['unit'] ?? '') . " |
| Notes |
" . nl2br(htmlspecialchars($sess['notes'] ?? '')) . " |
VIN Entry Link:
$vin_url
|
|
Order placed via IVR | Twilio SID: " . htmlspecialchars($sess['call_sid'] ?? '') . "
|
";
}
// ─── MAIN ────────────────────────────────────────────────────────────────────
header('Content-Type: text/xml');
validate_twilio();
// Get Twilio params
$call_sid = $_POST['CallSid'] ?? $_GET['CallSid'] ?? '';
$ani = $_POST['From'] ?? $_GET['From'] ?? '';
$dnis = $_POST['To'] ?? $_GET['To'] ?? '';
$speech = $_POST['SpeechResult'] ?? $_GET['SpeechResult'] ?? '';
$digit = $_POST['Digits'] ?? $_GET['Digits'] ?? '';
// Deepgram often appends a trailing period — strip it globally
$said = trim(rtrim(trim($speech ?: $digit), '. '));
$action = $_GET['action'] ?? 'welcome';
$sid = $_GET['sid'] ?? $call_sid;
// Normalize DNIS — Twilio passes RC forwarded number
$dnis_clean = '+1' . preg_replace('/[^0-9]/', '', $dnis);
if (strlen($dnis_clean) > 12) $dnis_clean = substr($dnis_clean, 0, 12);
ivr_log("[$sid] action=$action dnis_raw=$dnis dnis_clean=$dnis_clean ani=$ani ForwardedFrom=" . ($_POST["ForwardedFrom"] ?? "none") . " said=" . json_encode($said));
// Load/init session
global $ACCOUNTS, $DEFAULT_ACCOUNT;
$sess = sess_load($sid);
if (empty($sess)) {
$acct = $ACCOUNTS[$dnis_clean] ?? $DEFAULT_ACCOUNT;
$sess = [
'call_sid' => $call_sid,
'ani' => $ani,
'dnis' => $dnis_clean,
'account' => $acct,
];
sess_save($sid, $sess);
}
$acct = $sess['account'] ?? $DEFAULT_ACCOUNT;
// ── Universal key presses ─────────────────────────────────────────────────────
if ($digit === '0') {
sess_del($sid);
twiml_transfer(IVR_TRANSFER);
}
if ($digit === '9') {
// Start over — clear session and restart
sess_del($sid);
$acct_new = $ACCOUNTS[$dnis_clean] ?? $DEFAULT_ACCOUNT;
$sess = ['call_sid' => $call_sid, 'ani' => $ani, 'dnis' => $dnis_clean, 'account' => $acct_new];
sess_save($sid, $sess);
twiml_redirect('welcome', $sid);
}
// ─── STEP ROUTER ─────────────────────────────────────────────────────────────
switch ($action) {
// ── WELCOME + ZIP ────────────────────────────────────────────────────────
case 'welcome':
twiml_gather('01_welcome.mp3', 'got_zip', $sid, 7,
'one two three four five six seven eight nine zero');
// ── GOT ZIP ──────────────────────────────────────────────────────────────
case 'got_zip':
$zip = preg_replace('/[^0-9]/', '', $said);
if (strlen($zip) !== 5) {
twiml_gather('02_ask_zip_retry.mp3', 'got_zip', $sid, 7);
}
$sess['zip'] = $zip;
sess_save($sid, $sess);
twiml_gather('03_ask_year.mp3', 'got_year', $sid, 5,
'nineteen ninety two thousand twenty twenty-one twenty-two twenty-three twenty-four twenty-five');
// ── GOT YEAR ─────────────────────────────────────────────────────────────
case 'got_year':
// Convert spoken year to digits (e.g. "twenty twenty four" → 2024)
$year_raw = strtolower(trim($said));
$year = preg_replace('/[^0-9]/', '', $said);
// Handle spoken form
if (strlen($year) !== 4) {
$spoken = [
'nineteen ninety' => '1990', 'nineteen ninety-one' => '1991',
'nineteen ninety-two' => '1992', 'nineteen ninety-three' => '1993',
'nineteen ninety-four' => '1994', 'nineteen ninety-five' => '1995',
'nineteen ninety-six' => '1996', 'nineteen ninety-seven' => '1997',
'nineteen ninety-eight' => '1998', 'nineteen ninety-nine' => '1999',
'two thousand' => '2000', 'two thousand one' => '2001',
'two thousand two' => '2002', 'two thousand three' => '2003',
'two thousand four' => '2004', 'two thousand five' => '2005',
'two thousand six' => '2006', 'two thousand seven' => '2007',
'two thousand eight' => '2008', 'two thousand nine' => '2009',
'two thousand ten' => '2010', 'two thousand eleven' => '2011',
'two thousand twelve' => '2012', 'two thousand thirteen' => '2013',
'two thousand fourteen' => '2014', 'two thousand fifteen' => '2015',
'two thousand sixteen' => '2016', 'two thousand seventeen' => '2017',
'two thousand eighteen' => '2018', 'two thousand nineteen' => '2019',
'twenty twenty' => '2020', 'twenty-twenty' => '2020',
'twenty twenty-one' => '2021', 'twenty twenty one' => '2021',
'twenty twenty-two' => '2022', 'twenty twenty two' => '2022',
'twenty twenty-three' => '2023', 'twenty twenty three' => '2023',
'twenty twenty-four' => '2024', 'twenty twenty four' => '2024',
'twenty twenty-five' => '2025', 'twenty twenty five' => '2025',
'twenty twenty-six' => '2026', 'twenty twenty six' => '2026',
];
foreach ($spoken as $phrase => $val) {
if (strpos($year_raw, $phrase) !== false) { $year = $val; break; }
}
}
if (strlen($year) !== 4 || (int)$year < 1980 || (int)$year > 2030) {
twiml_gather('04_ask_year_retry.mp3', 'got_year', $sid, 5);
}
$sess['year'] = $year;
sess_save($sid, $sess);
twiml_gather('05_ask_make.mp3', 'got_make', $sid, 5,
'Toyota Ford Chevrolet Honda Nissan Dodge GMC Hyundai Kia Subaru Jeep BMW Mercedes Volkswagen Audi Ram Tesla Lexus Acura Mazda Volvo Buick Cadillac Chrysler Infiniti Lincoln Mitsubishi');
// ── GOT MAKE ─────────────────────────────────────────────────────────────
case 'got_make':
$make = ucwords(strtolower(trim($said)));
if (empty($make)) twiml_gather('06_ask_make_retry.mp3', 'got_make', $sid, 5);
$sess['make'] = $make;
sess_save($sid, $sess);
twiml_gather('07_ask_model.mp3', 'got_model', $sid, 5);
// ── GOT MODEL ────────────────────────────────────────────────────────────
case 'got_model':
$model = ucwords(strtolower(trim($said)));
if (empty($model)) twiml_gather('08_ask_model_retry.mp3', 'got_model', $sid, 5);
$sess['model'] = $model;
sess_save($sid, $sess);
twiml_gather('09_ask_style.mp3', 'got_style', $sid, 5,
'sedan SUV truck van pickup coupe hatchback wagon convertible');
// ── GOT STYLE ────────────────────────────────────────────────────────────
case 'got_style':
$style = ucwords(strtolower(trim($said)));
if (empty($style)) twiml_gather('10_ask_style_retry.mp3', 'got_style', $sid, 5);
$sess['style'] = $style;
sess_save($sid, $sess);
twiml_gather('11_ask_glass.mp3', 'got_glass', $sid, 5,
'windshield driver side passenger side rear window back window quarter glass');
// ── GOT GLASS ────────────────────────────────────────────────────────────
case 'got_glass':
$glass = ucwords(strtolower(trim($said)));
if (empty($glass)) twiml_gather('12_glass_retry.mp3', 'got_glass', $sid, 5);
$sess['glass'] = $glass;
sess_save($sid, $sess);
twiml_gather('13_firstname.mp3', 'got_first', $sid, 5);
// ── GOT FIRST NAME ───────────────────────────────────────────────────────
case 'got_first':
$first = ucwords(strtolower(trim($said)));
if (empty($first)) twiml_gather('14_firstname_retry.mp3', 'got_first', $sid, 5);
$sess['first'] = $first;
sess_save($sid, $sess);
twiml_gather('15_lastname.mp3', 'got_last', $sid, 5);
// ── GOT LAST NAME ─────────────────────────────────────────────────────────
case 'got_last':
$last = ucwords(strtolower(trim($said)));
if (empty($last)) twiml_gather('16_lastname_retry.mp3', 'got_last', $sid, 5);
$sess['last'] = $last;
sess_save($sid, $sess);
twiml_gather('17_street.mp3', 'got_street', $sid, 7);
// ── GOT STREET ───────────────────────────────────────────────────────────
case 'got_street':
$street = ucwords(strtolower(trim($said)));
if (empty($street)) twiml_gather('18_street_retry.mp3', 'got_street', $sid, 7);
$sess['street'] = $street;
sess_save($sid, $sess);
twiml_gather('19_city.mp3', 'got_city', $sid, 5);
// ── GOT CITY ─────────────────────────────────────────────────────────────
case 'got_city':
$city = ucwords(strtolower(trim($said)));
if (empty($city)) twiml_gather('20_city_retry.mp3', 'got_city', $sid, 5);
$sess['city'] = $city;
sess_save($sid, $sess);
twiml_gather('21_state.mp3', 'got_state', $sid, 4,
'Alabama Alaska Arizona Arkansas California Colorado Connecticut Delaware Florida Georgia Hawaii Idaho Illinois Indiana Iowa Kansas Kentucky Louisiana Maine Maryland Massachusetts Michigan Minnesota Mississippi Missouri Montana Nebraska Nevada New Hampshire New Jersey New Mexico New York North Carolina North Dakota Ohio Oklahoma Oregon Pennsylvania Rhode Island South Carolina South Dakota Tennessee Texas Utah Vermont Virginia Washington West Virginia Wisconsin Wyoming');
// ── GOT STATE ────────────────────────────────────────────────────────────
case 'got_state':
$state_raw = strtolower(trim($said));
$state_map = [
'alabama'=>'AL','alaska'=>'AK','arizona'=>'AZ','arkansas'=>'AR',
'california'=>'CA','cal'=>'CA','cali'=>'CA',
'colorado'=>'CO','connecticut'=>'CT','delaware'=>'DE',
'florida'=>'FL','georgia'=>'GA','hawaii'=>'HI','idaho'=>'ID',
'illinois'=>'IL','indiana'=>'IN','iowa'=>'IA','kansas'=>'KS',
'kentucky'=>'KY','louisiana'=>'LA','maine'=>'ME','maryland'=>'MD',
'massachusetts'=>'MA','michigan'=>'MI','minnesota'=>'MN','mississippi'=>'MS',
'missouri'=>'MO','montana'=>'MT','nebraska'=>'NE','nevada'=>'NV',
'new hampshire'=>'NH','new jersey'=>'NJ','new mexico'=>'NM','new york'=>'NY',
'north carolina'=>'NC','north dakota'=>'ND','ohio'=>'OH','oklahoma'=>'OK',
'oregon'=>'OR','pennsylvania'=>'PA','rhode island'=>'RI','south carolina'=>'SC',
'south dakota'=>'SD','tennessee'=>'TN','texas'=>'TX','utah'=>'UT',
'vermont'=>'VT','virginia'=>'VA','washington'=>'WA','west virginia'=>'WV',
'wisconsin'=>'WI','wyoming'=>'WY',
// common Deepgram variations
'the state of california'=>'CA','state of california'=>'CA',
'the state of texas'=>'TX','state of texas'=>'TX',
'the state of florida'=>'FL','state of florida'=>'FL',
];
// Skip — move on with empty state
$skip = (stripos($state_raw, 'skip') !== false || stripos($state_raw, 'pass') !== false);
// Try full name match first
$state = '';
if ($skip) {
$state = '';
} elseif (isset($state_map[$state_raw])) {
$state = $state_map[$state_raw];
} else {
// Try partial match — Deepgram sometimes adds filler words
foreach ($state_map as $name => $abbr) {
if (strpos($state_raw, $name) !== false) { $state = $abbr; break; }
}
// Try 2-letter abbreviation directly
if (!$state) {
$upper = strtoupper(preg_replace('/[^a-zA-Z]/', '', $state_raw));
if (strlen($upper) === 2 && in_array($upper, array_values($state_map))) {
$state = $upper;
}
}
}
// If still nothing and not a skip, retry
if (!$state && !$skip) {
twiml_gather('22_state_retry.mp3', 'got_state', $sid, 5,
'Alabama Alaska Arizona Arkansas California Colorado Connecticut Delaware Florida Georgia Hawaii Idaho Illinois Indiana Iowa Kansas Kentucky Louisiana Maine Maryland Massachusetts Michigan Minnesota Mississippi Missouri Montana Nebraska Nevada New Hampshire New Jersey New Mexico New York North Carolina North Dakota Ohio Oklahoma Oregon Pennsylvania Rhode Island South Carolina South Dakota Tennessee Texas Utah Vermont Virginia Washington West Virginia Wisconsin Wyoming skip');
}
$sess['state'] = $state;
sess_save($sid, $sess);
twiml_gather('23_telephone.mp3', 'got_phone', $sid, 8,
'zero one two three four five six seven eight nine');
// ── GOT PHONE ────────────────────────────────────────────────────────────
case 'got_phone':
$phone = preg_replace('/[^0-9]/', '', $said);
if (strlen($phone) === 11 && $phone[0] === '1') $phone = substr($phone, 1);
// Fallback to ANI if speech fails
if (strlen($phone) < 10) {
$ani_digits = preg_replace('/[^0-9]/', '', $sess['ani'] ?? '');
if (strlen($ani_digits) === 11 && $ani_digits[0] === '1') $ani_digits = substr($ani_digits, 1);
if (strlen($ani_digits) === 10) $phone = $ani_digits;
}
if (strlen($phone) < 10) twiml_gather('24_telephone_retry.mp3', 'got_phone', $sid, 8);
$sess['phone'] = $phone;
sess_save($sid, $sess);
twiml_gather('25_email.mp3', 'got_email', $sid, 10);
// ── GOT EMAIL ────────────────────────────────────────────────────────────
case 'got_email':
$email = strtolower(trim($said));
// Normalize common speech-to-text patterns
$email = str_ireplace(
[' at ', ' dot com', ' dot net', ' dot org', ' dot ', ' underscore ', ' dash ', ' hyphen '],
['@', '.com', '.net', '.org', '.', '_', '-', '-'],
$email
);
$email = preg_replace('/\s+/', '', $email);
if (empty($email) || strpos($email, '@') === false) {
twiml_gather('26_email_retry.mp3', 'got_email', $sid, 10);
}
$sess['email'] = $email;
sess_save($sid, $sess);
// Route to PO or Unit based on account
if (!empty($acct['ask_po'])) {
twiml_gather('27_po-ro.mp3', 'got_po', $sid, 6);
} elseif (!empty($acct['ask_unit'])) {
twiml_gather('29_unit.mp3', 'got_unit', $sid, 5);
} else {
twiml_redirect('play_closing', $sid);
}
// ── GOT PO ───────────────────────────────────────────────────────────────
case 'got_po':
$po = strtoupper(trim($said));
$skip_po = (stripos($po, 'SKIP') !== false || stripos($po, 'PASS') !== false || stripos($po, 'NONE') !== false);
if ($skip_po) $po = '';
// Accept prefill if nothing said (Lincare)
if (empty($po) && !$skip_po && !empty($acct['po_prefill'])) $po = $acct['po_prefill'];
if (empty($po) && !$skip_po) twiml_gather('28_po-ro_retry.mp3', 'got_po', $sid, 6);
$sess['po'] = $po;
sess_save($sid, $sess);
if (!empty($acct['ask_unit'])) {
twiml_gather('29_unit.mp3', 'got_unit', $sid, 5);
} else {
twiml_redirect('play_closing', $sid);
}
// ── GOT UNIT ─────────────────────────────────────────────────────────────
case 'got_unit':
$unit = strtoupper(trim($said));
$skip_unit = (stripos($unit, 'SKIP') !== false || stripos($unit, 'PASS') !== false || stripos($unit, 'NONE') !== false);
if ($skip_unit) $unit = '';
if (empty($unit) && !$skip_unit) twiml_gather('30_unit_retry.mp3', 'got_unit', $sid, 5);
$sess['unit'] = $unit;
sess_save($sid, $sess);
twiml_redirect('play_closing', $sid);
// ── CLOSING STATEMENT (no gather) ────────────────────────────────────────
case 'play_closing':
echo '' . "\n";
echo 'Thank you. Here is your order summary:
If there is any issue we will contact you directly.
" . IVR_COMPANY . " · 877-807-1905
";
send_email($email_addr, "Your Order $order_num — " . IVR_COMPANY, $cust_html);
}
// Send SMS via RingCentral using caller's ANI
$caller_num = $sess['ani'] ?? '';
if ($caller_num) {
$sms_msg = IVR_COMPANY . ": Order $order_num placed. Enter your VIN here: $vin_url";
rc_sms($caller_num, $sms_msg);
ivr_log("[$sid] RC SMS sent to $caller_num");
}
sess_del($sid);
// Signoff already played — just hang up
twiml_hangup();
// ── SIGN-OFF ─────────────────────────────────────────────────────────────
case 'got_signoff':
twiml_play('33_signoff.mp3');
default:
twiml_transfer(IVR_TRANSFER);
}