Wrong Number / Wrong Person Handling

class WrongPersonDetector:
    """Detect wrong number / wrong person scenarios"""
    
    WRONG_NUMBER_SIGNALS = [
        "wrong number", "wrong person", 
        "never heard of", "don't know what",
        "didn't fill", "never filled",
        "who is this for", "what form",
        "I'm not", "that's not me",
        "galat number", "yeh mera nahi"
    ]
    
    THIRD_PARTY_SIGNALS = [
        "that's my", "this is his", "this is her",
        "let me get", "she's not here", "he's not here",
        "hold on", "one second", "unka phone",
        "who should I say", "may I ask who"
    ]
    
    BUSINESS_SIGNALS = [
        "company", "office", "reception",
        "how may I help", "how can I direct",
        "business hours"
    ]
    
    def detect(self, transcript: str) -> dict:
        """Detect wrong person/number scenarios"""
        transcript_lower = transcript.lower()
        
        # Check for wrong number
        if any(signal in transcript_lower 
               for signal in self.WRONG_NUMBER_SIGNALS):
            return {
                "type": "wrong_number",
                "action": "apologize_and_close",
                "update_crm": "flag_bad_number"
            }
        
        # Check for third party
        if any(signal in transcript_lower 
               for signal in self.THIRD_PARTY_SIGNALS):
            return {
                "type": "third_party",
                "action": "ask_for_target",
                "script": "Is [target] available?"
            }
        
        # Check for business line
        if any(signal in transcript_lower 
               for signal in self.BUSINESS_SIGNALS):
            return {
                "type": "business_line",
                "action": "ask_for_specific_person",
                "script": "Could you connect me to the person "
                         "who filled our form?"
            }
        
        return {"type": "likely_correct"}
    
    def get_response(self, detection: dict, 
                     language: str = "english") -> str:
        """Get appropriate response for scenario"""
        responses = {
            "wrong_number": {
                "english": "Oh sorry, my bad! Wrong number. Bye!",
                "hindi": "Arrey sorry, galat number. Bye!",
                "hinglish": "Oh sorry, wrong number. Bye!"
            },
            "third_party": {
                "english": "Oh, is the person who filled the form available?",
                "hindi": "Accha, jo form bhara tha woh available hai?",
                "hinglish": "Oh, is the person who filled form available?"
            },
            "business_line": {
                "english": "Sorry to bother! Could you help me reach "
                          "someone who filled our campus form?",
                "hindi": "Sorry! Kya aap mujhe connect kar sakte hain?",
                "hinglish": "Sorry! Can you connect me to the person?"
            }
        }
        
        action_type = detection["type"]
        return responses.get(action_type, {}).get(
            language, responses[action_type]["english"]
        )


class VerificationOpening:
    """Opening that verifies right person"""
    
    VERIFICATION_OPENINGS = {
        "soft_verify": [
            "Hi! Is this the person who filled the Campus "
            "Ambassador form for Zapp Chess?",
            
            "Hey! Did you fill the Zapp Chess ambassador "
            "form recently?"
        ],
        "post_third_party": [
            "Hey! You filled the ambassador form—got a minute?",
            
            "Hi! Following up on the form you filled. "
            "Got a quick sec?"
        ]
    }
    
    def should_verify(self, call_context: dict) -> bool:
        """Determine if verification needed"""
        # Always verify on outbound if not warm transfer
        return call_context.get("direction") == "outbound"
    
    def get_verification_opening(self, scenario: str) -> str:
        """Get appropriate verification opening"""
        openings = self.VERIFICATION_OPENINGS.get(
            scenario, self.VERIFICATION_OPENINGS["soft_verify"]
        )
        return random.choice(openings)

instructions: |
  ## WRONG NUMBER / WRONG PERSON HANDLING
  
  OPENING should verify identity:
  - "Hi! Is this the person who filled the Zapp Chess form?"
  - Wait for confirmation before pitching
  
  If caller says ANY of these, STOP IMMEDIATELY:
  - "Wrong number"
  - "Never heard of you/this"
  - "Didn't fill any form"
  - "Who?"
  - "That's not me"
  
  Response: "Oh sorry, my bad! Bye!"
  
  Do NOT:
  - Argue ("Are you sure?")
  - Insist ("You must have forgotten")
  - Continue pitch
  
  If SOMEONE ELSE answered:
  - "That's my daughter" → "Is she available?"
  - "He's not here" → "When's a good time to call back?"
  - "This is his mom" → Don't pitch to mom
  
  If BUSINESS LINE:
  - "ABC Company" → "Could you connect me to [person]?"
  - Don't pitch to receptionist
  
  Mark outcome as:
  - "wrong_number" - if number is wrong
  - "not_available" - if target not there
  - Continue only if you reach the right person