Premature Call Ending

class CallEndingManager:
    """Manage call endings appropriately"""
    
    CLEAR_GOODBYE_SIGNALS = [
        "goodbye", "bye", "bye bye", "that's all",
        "that's it", "nothing else", "i'm good",
        "all set", "thanks bye", "thank you bye",
        "gotta go", "have to go"
    ]
    
    HOLD_SIGNALS = [
        "hold on", "one sec", "one second", "wait",
        "hang on", "just a moment", "let me check",
        "someone's at the door", "brb"
    ]
    
    CONFUSION_SIGNALS = [
        "hmm", "um", "uh", "ok...", "okay...",
        "i guess", "maybe", "not sure"
    ]
    
    SILENCE_THRESHOLD_SECONDS = 15
    CHECK_IN_THRESHOLD_SECONDS = 10
    
    def __init__(self):
        self.in_hold_mode = False
        self.last_speech_time = time.time()
    
    def should_end_call(self, last_utterance: str,
                        silence_seconds: float) -> dict:
        """Determine if call should end"""
        utterance_lower = last_utterance.lower().strip()
        
        # Clear goodbye - end call
        if any(signal in utterance_lower 
               for signal in self.CLEAR_GOODBYE_SIGNALS):
            return {
                "should_end": True,
                "confidence": "high",
                "action": "end_warmly"
            }
        
        # Hold signal - wait
        if any(signal in utterance_lower 
               for signal in self.HOLD_SIGNALS):
            self.in_hold_mode = True
            return {
                "should_end": False,
                "action": "wait_silently",
                "max_wait": 60  # Wait up to 60 seconds
            }
        
        # Confusion signal - clarify
        if any(signal in utterance_lower 
               for signal in self.CONFUSION_SIGNALS):
            return {
                "should_end": False,
                "action": "clarify",
                "response": "Any questions on that?"
            }
        
        # Silence handling
        if silence_seconds > self.CHECK_IN_THRESHOLD_SECONDS:
            if silence_seconds > self.SILENCE_THRESHOLD_SECONDS:
                return {
                    "should_end": False,
                    "action": "check_in",
                    "response": "Still there?"
                }
            return {
                "should_end": False,
                "action": "wait"
            }
        
        return {"should_end": False, "action": "continue"}
    
    def handle_return_from_hold(self, utterance: str) -> dict:
        """Handle caller returning from hold"""
        if self.in_hold_mode:
            self.in_hold_mode = False
            return {
                "action": "welcome_back",
                "response": "Welcome back! Where were we?"
            }
        return {"action": "continue"}
    
    def get_ending_response(self, ending_type: str) -> str:
        """Get appropriate ending response"""
        endings = {
            "warm": "Thanks so much for calling! Have a great day!",
            "after_task": "Glad I could help! Take care!",
            "after_silence": "Okay, if you need anything else, "
                           "just give us a call. Bye!",
            "after_hold_timeout": "Looks like you might have stepped away. "
                                 "Feel free to call back anytime!"
        }
        return endings.get(ending_type, endings["warm"])


class SilenceClassifier:
    """Classify type of silence"""
    
    def classify(self, 
                 silence_duration: float,
                 last_utterance: str,
                 conversation_context: dict) -> str:
        """Classify the silence type"""
        
        # After question, short silence = thinking
        if conversation_context.get("last_turn_was_question"):
            if silence_duration < 8:
                return "thinking"
        
        # After "hold on", any silence = waiting
        if any(hold in last_utterance.lower() 
               for hold in ["hold on", "one sec", "wait"]):
            return "caller_away"
        
        # After completing a task, silence may be done
        if conversation_context.get("task_completed"):
            if silence_duration > 10:
                return "possibly_done"
        
        # Long silence without context
        if silence_duration > 15:
            return "needs_check_in"
        
        return "normal_pause"
    
    def get_action(self, silence_type: str) -> dict:
        """Get action for silence type"""
        actions = {
            "thinking": {"action": "wait", "max_wait": 10},
            "caller_away": {"action": "wait", "max_wait": 60},
            "possibly_done": {"action": "check_anything_else"},
            "needs_check_in": {"action": "check_still_there"},
            "normal_pause": {"action": "wait", "max_wait": 5}
        }
        return actions.get(silence_type, {"action": "wait"})

instructions: |
  ## WHEN TO END THE CALL
  
  END the call when:
  - Caller gives clear goodbye ("bye", "thanks, bye", "that's all")
  - Flow is complete AND you've asked "anything else?" AND they say no
  - Caller explicitly says they need to go
  
  DO NOT end the call when:
  - Caller goes quiet (they might be thinking)
  - Caller says "hold on" or "one sec" (wait for them)
  - Caller makes confused sounds ("hmm", "ok...") - clarify instead
  - You hear background noise or off-mic talking
  - Caller interrupts you mid-sentence
  
  SILENCE HANDLING:
  - 5-10 seconds: Wait patiently (they're thinking)
  - 10-15 seconds: Check in: "Still there?"
  - 15+ seconds with no response: "Looks like you might have 
    stepped away. Feel free to call back anytime!"
  
  CONFUSION HANDLING:
  - "Hmm..." → "Any questions on that?"
  - "Ok..." (uncertain) → "Does that make sense?"
  - "I guess..." → "Want me to explain that differently?"
  
  INTERRUPTION HANDLING:
  - If caller says "hold on" or "one sec": Wait silently
  - When they return: "Welcome back! Where were we?"
  - Don't end the call just because they stepped away
  
  CLOSING SEQUENCE:
  1. Complete the task
  2. "Is there anything else I can help with?"
  3. Wait for clear "no" or "that's all"
  4. "Thanks so much for calling! Have a great day!"