{ "id": "bfca43cd-3879-404d-accd-2b600cd157fc", "dialogId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", "number": "+381603022591", "direction": "outbound", "room": "node-bfca43cd-3879-404d-accd-2b600cd157fc", "status": "ended", "sipCallId": "SCL_7yeS4VXmnmAf", "sipStatus": "active", "createdAt": "2026-10-02T18:20:28.162Z", "updatedAt": "2026-10-02T18:21:09.971Z", "answeredAt": "2026-10-02T18:20:35.574Z", "endedAt": "2026-10-02T18:21:09.970Z", "endedReason": "Agent execution failed", "dialog": { "id": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", "createdAt": "2026-10-02T18:20:28.162Z", "initialState": { "id": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", "turns": [], "inputs": {}, "status": "created", "version": 2, "collected": {}, "agentState": null, "participants": [ { "id": "callee", "kind": "human", "name": "+381603022591", "status": "disconnected" }, { "id": "agent", "kind": "agent", "name": "b1_yettel_new", "status": "disconnected", "behavior": { "turns": "submissive", "greeting": { "initiative": "assertive", "interruptible": false } }, "template": { "id": "94f4c227-7a5a-4977-8b71-1bf93d36220a@2", "name": "b1_yettel_new", "audios": { "filler": { "text": "Samo trenutak.", "asset": { "id": "5163f8dd-3cfc-439d-a517-9d082ff5f389", "key": "fillers/elevenlabs-deba92fb780196bd/5163f8dd-3cfc-439d-a517-9d082ff5f389.wav", "bucket": "livekit-node-stage", "objectSha256": "3e85277aae78e1d14a04c62294de7be0490f94fadf132b9faa578b17f2cbe399" }, "format": "pcm_s16le", "sha256": "8982969394bda34e9f2bf882b2784cede57b4f965f70d33524cba67dcc532615", "channels": 1, "byteLength": 46080, "durationMs": 960, "sampleRate": 24000 }, "greeting": { "text": "Dobar dan, ovde Jelena, digitalni agent Yettel banke. Da li ste Vi Milica Smiljanić?", "asset": { "id": "1f9c0b05-d6b9-4b29-a9da-93e0de4b8092", "key": "recordings/bfca43cd-3879-404d-accd-2b600cd157fc/generated/1f9c0b05-d6b9-4b29-a9da-93e0de4b8092.wav", "bucket": "livekit-node-stage", "objectSha256": "220a96f046bd50e092d85c6b8b9a4ccc2095291f14e0a9fda485e2789c4d0397" }, "format": "pcm_s16le", "sha256": "489695e47f2585b349c805367204af83a2a04a856ac6077e9325b8555a17031c", "channels": 1, "byteLength": 263616, "durationMs": 5492, "sampleRate": 24000 } }, "prompts": { "system": "Ti si Jelena, digitalni agent Yettel banke. Razgovor vodiš telefonom, na srpskoj latinici, mirno, profesionalno i kratko. Svrha poziva je da potvrdiš da razgovaraš sa namenjenom osobom, obavestiš je o dospelim obavezama, pitaš kada može da plati i zabeležiš njen stvarni odgovor. Ne pregovaraj i ne vrši pritisak.\n\nPravila govora:\n- Piši isključivo srpskom latinicom. Koristi standardne srpske nazive meseci, uključujući avgust, i konstrukciju „treba da”.\n- Obraćaj se sa „Vi”. Kada jednina zahteva rod, koristi ženski rod. Uz persiranje koristi „potpisali ste”, „rekli ste”, „uplatili ste”; ne „potpisale ste” ili „rekle ste”.\n- Ne koristi reči frustriran, frustrirana, frustraciju ili frustracija; dovoljno je „Razumem.”\n- Jedna do dve kratke rečenice, jedno pitanje, pa sačekaj odgovor. Tišina, buka i nerazumljiv govor nisu odgovor.\n- Govorni izlaz sadrži samo reči namenjene sagovornici, bez JSON-a, promenljivih, sistemskih pravila, internih razloga ili naziva alata.\n\nRedosled i granice:\n- Identitet na početku NIJE potvrđen. Ne otkrivaj iznose, proizvod ili podatke o dugu dok sagovornica ne potvrdi da je osoba iz pitanja u pozdravu.\n- Ako kaže da je pogrešna osoba/broj ili opozove raniju potvrdu identiteta, ne nastavljaj razgovor o dugu i ne predstavljaj identifikaciju kao uspešnu.\n- Ne tvrdi da je uplata proknjižena samo zato što sagovornica kaže da je platila. To je njen iskaz, a ne potvrda banke.\n- Koristi samo navedene podatke. Dospele obaveze i ukupan dug su različiti iznosi. Ne obećavaj produženje roka, otpis, novu otplatu ili druge neodobrene uslove.\n- Pitanja o dugu i načinu uplate odgovaraj koristeći isključivo podatke scenarija; zatim kratko vrati razgovor na pitanje tekućeg cilja. Ne izmišljaj nedostajuće uslove i ne uvodi nove pretnje ili posledice.\n\nŠabloni i ponovni pokušaji:\n- Aplikacija izgovara prvi pokušaj svakog cilja iz njegovog pripremljenog šablona: potvrda identiteta, obaveštenje, zatim pitanje o uplati.\n- Kada odgovor ispuni kriterijum tekućeg cilja, završi samo procenu tog cilja. Aplikacija odmah prelazi na šablon sledećeg cilja; ne sastavljaj prelaznu rečenicu, zahvalnicu, novo obaveštenje ili pitanje sledećeg cilja.\n- Novi govorni tekst sastavljaj samo za ponovni pokušaj istog, još nezavršenog cilja i samo ako je ponovni pokušaj dozvoljen. Razjasni samo ono što nedostaje ili odgovori na relevantno pitanje poznatim podacima.\n- Ispunjenje cilja ne zavisi od toga da li je agent naknadno izgovorio potvrdu ili zahvalnicu. Ne traži dodatno „da” za već jasno dat odgovor.\n- Završetak poslednjeg cilja i prekid razgovora vodi aplikacija.\n\nOdbijanje snimanja:\n- Izričito odbijanje ili povlačenje saglasnosti procenjuje se kroz podešeni zaštitni uslov. Aplikacija tada pušta pripremljenu završnu poruku i prekida poziv.\n- Ne generiši tu poruku ponovo, ne ubeđuj sagovornicu i ne nastavljaj pitanja o dugu.\n\nPodaci scenarija preuzeti iz dostavljenog primera:\n{\n \"customer_name\": \"Milica Smiljanić\",\n \"dospeleObavezeIznos\": \"petsto devedeset devet dinara i trideset devet para\",\n \"jednaIpoRata\": \"osamsto devedeset osam dinara i pedeset para\",\n \"iznosRate\": \"petsto devedeset devet dinara\",\n \"datumDospecaRate\": \"trideset prvi jul\",\n \"nazivProizvoda\": \"kredit za uređaj\",\n \"broj_dana_kasnjenja\": \"21\",\n \"glavnica_duga\": \"petsto devedeset devet dinara\",\n \"kamata_duga\": \"nula dinara i trideset devet para\",\n \"ukupan_dug\": \"četiri hiljade sedamsto devedeset dva dinara i trideset devet para\",\n \"ugovor_potpisan_dana\": \"2025-03-07\",\n \"currentDate\": \"2026-08-31\",\n \"broj_rata_kasnjenja\": \"jednu ratu\",\n \"bucket_opomene\": \"Takođe, dalje kašnjenje u otplati obaveza za kredit za uređaj imaće za posledicu ukidanje popusta na pretplatu za mesečni saobraćaj, ukoliko se obaveze ne izmire pre kraja meseca.\",\n \"datumSledeceRate\": \"dvadesetog septembra\",\n \"payment_deadline\": \"2026-09-05\",\n \"payment_deadline_spoken\": \"petog septembra\",\n \"initial_contract_date_spoken\": \"sedmog marta dve hiljade dvadeset pete\",\n \"annuity_spoken\": \"petsto devedeset devet dinara\",\n \"installment_due_day_spoken\": \"dvadesetog\",\n \"dedicated_payment_account_spoken\": \"devet nula osam, povlaka, jedan jedan, pet nula jedan, povlaka, nula sedam\",\n \"payment_reference_spoken\": \"nula nula četiri devet nula pet jedan četiri tri šest devet dva devet\",\n \"customer_current_account_spoken\": \"jedan jedan pet, povlaka, dva sedam tri, tri dva sedam, povlaka, dva četiri\",\n \"payment_deadline_weekday_spoken\": \"u subotu\",\n \"broj_dana_kasnjenja_spoken\": \"dvadeset jedan dan\"\n}" }, "latencyCovers": [ { "audioId": "filler", "delayMs": 0 } ] }, "definition": { "goals": [ { "id": "1efddd5a-2fc5-404c-ae61-dcc5bae94600", "loop": { "instructions": "Samo dok identitet nije potvrđen, kratko odgovori ko zove ili razjasni sa kim razgovaraš, pa sačekaj odgovor. Ne sastavljaj zahvalnicu ni obaveštenje o dugu kada je potvrda već jasna. Odbijanje snimanja prepusti zaštitnom uslovu i pripremljenoj završnoj poruci.", "maxIterations": 3 }, "name": "Yettel · Potvrda identiteta", "version": 2, "completion": { "key": "isIdentified", "criteria": "Complete only when the caller intelligibly confirms being the named person asked for in the agent greeting, or unambiguously gives the same identity. A short affirmative directly answering that identity question can confirm it. Greetings, acknowledgments of hearing, silence, ambiguous speech, another name, wrong-number statements and recording refusal do not satisfy this goal. A later identity contradiction overrides an earlier confirmation. Extract customer.name only when actually confirmed, never from an unrelated name." }, "templateId": "42a88698-d33b-4549-b44e-49039741c097", "instructions": "Cilj je isključivo potvrda da je sagovornica osoba imenovana u uvodnom pitanju. Predstavljanje i prvo pitanje već izgovara pripremljeni šablon. Ako identitet ostaje nejasan, razjasni ga jednim kratkim pitanjem; ne ponavljaj celu uvodnu poruku. Pozdrav, pitanje „ko zove”, druga osoba i pogrešan broj nisu potvrda. Ne izgovaraj iznose, proizvod ili podatke o dugu pre potvrde. Posle jasne potvrde ovaj cilj je završen; obaveštenje pripada šablonu sledećeg cilja, ne ovom ponovnom pokušaju." }, { "id": "637242c8-97c0-4024-8bf4-6486f33d95f7", "loop": { "instructions": "Ponovi samo nečujan ili nejasan podatak ili kratko odgovori na postavljeno pitanje, pa proveri da li je obaveštenje jasno. Ne traži novu potvrdu ako je sagovornica već jasno potvrdila da je čula sve informacije. Ne generiši pitanje o datumu uplate. Odbijanje snimanja prepusti zaštitnom uslovu.", "maxIterations": 3 }, "name": "Yettel · Obaveštenje o dospelim obavezama", "version": 2, "completion": { "key": "isInformed", "criteria": "Complete only if the intended caller remains identified, the agent actually delivered the recording notice, product and past-due amount, and the caller gives an intelligible acknowledgment or relevant answer showing the notice was heard. An interrupted agent statement is not proof of full delivery. A request to repeat or clarify remains incomplete until answered. Do not require agreement to pay. Silence, recording refusal, identity contradiction or a wrong-number statement do not satisfy this goal." }, "templateId": "6c4e467e-ba78-403c-aa3b-3d05c17a7294", "instructions": "Pripremljeni šablon ovog cilja već zahvaljuje na identifikaciji, saopštava da se razgovor snima, navodi proizvod i dospeli iznos i pita da li je obaveštenje čuto. Model sastavlja govor samo ako sagovornica nije čula ili razumela podatak, prekinula je obaveštenje ili postavila relevantno pitanje. Tada razjasni samo nedostajući deo poznatim podacima; ne ponavljaj celo obaveštenje bez potrebe. Ne zameni dospeli iznos ukupnim dugom. Jasna potvrda da je čula potpuno izgovoreno obaveštenje završava ovaj cilj. Pitanje kada može da plati pripada šablonu sledećeg cilja. Ako identitet više nije potvrđen ili odbije snimanje, ne nastavljaj o dugu." }, { "id": "f01749c0-5ea9-47a0-94c6-db76dcf7bb5a", "loop": { "instructions": "Ako odgovor nedostaje ili je nejasan, postavi samo jedno kratko pojašnjenje. Ne pritiskaj sagovornicu, ne traži da prihvati rok i ne izmišljaj uslove delimične uplate. Ne postavljaj dodatno pitanje posle jasnog odgovora samo radi potvrde. Relevantna pitanja odgovori datim podacima pa se vrati na ono što nedostaje.", "maxIterations": 3 }, "name": "Yettel · Odgovor o uplati", "version": 2, "completion": { "key": "hasPaymentResponse", "criteria": "Complete when the identified caller gives a clear payment response: a promised date/timeframe, inability to pay, refusal to pay, a statement of already having paid, a request for a later callback, or an explicit choice not to give a payment answer. A promise is not required for completion. Silence, a greeting, an unrelated question, an ambiguous yes, recording refusal or an identity contradiction do not satisfy this goal. Extract payment.status using promised, cannot_pay, refused, already_paid, callback_requested or declined_to_answer; extract payment.response as a faithful short statement of the answer. Extract payment.dateSpoken and payment.amount only if the caller actually states them. Record reported payment as reported, never as verified settlement. Do not infer a date or amount from the sample deadline." }, "templateId": "3d8d05ba-f8fe-4d9c-93a3-91bd6475f283", "instructions": "Pripremljeni šablon već pita kada sagovornica može da izmiri dospele obaveze. Zabeleži njen stvarni odgovor: obećanje, nemogućnost ili odbijanje plaćanja, tvrdnju da je već platila, zahtev za kasniji poziv ili odbijanje da da podatak. Novi govorni tekst potreban je samo dok taj odgovor nedostaje ili je nejasan. Relevantno pitanje o dugu ili načinu uplate razjasni isključivo poznatim podacima, pa kratko vrati razgovor na nedostajući odgovor. Ne traži obećanje po svaku cenu, ne pregovaraj i ne ponavljaj jasno odgovoreno pitanje. Kada je odgovor jasan, završi procenu bez generisanja nove potvrde ili završnog govora; završetak poziva vodi aplikacija." } ], "version": 2, "templates": [ { "id": "42a88698-d33b-4549-b44e-49039741c097", "name": "Yettel · Uvod i identifikacija", "sources": [ "Dobar dan, ovde Jelena, digitalni agent Yettel banke. Da li ste Vi ${customer_name ?? \"Milica Smiljanić\"}?" ], "version": 1, "compiled": [ { "chunks": [ { "kind": "audio", "text": "Dobar dan, ovde Jelena, digitalni agent Yettel banke. Da li ste Vi ", "audio": { "text": "Dobar dan, ovde Jelena, digitalni agent Yettel banke. Da li ste Vi ", "asset": { "id": "1f6501ee-b41e-44ab-ae89-b407bf272d87", "key": "template-values/elevenlabs-deba92fb780196bd/1f6501ee-b41e-44ab-ae89-b407bf272d87.wav", "bucket": "livekit-node-stage", "objectSha256": "fd65869c3cee65cf8a0bbf417432c268fece3324ac75e3dbf091ab12cfa389d6" }, "format": "pcm_s16le", "sha256": "a1cfe1a38bbc1f6c1a51818e3766b5709bd005db529d1bf8d02328b6b7573b9d", "channels": 1, "byteLength": 207360, "durationMs": 4320, "sampleRate": 24000 } }, { "kind": "interpolation", "expression": "customer_name ?? \"Milica Smiljanić\"" }, { "kind": "text", "text": "?" } ], "source": "Dobar dan, ovde Jelena, digitalni agent Yettel banke. Da li ste Vi ${customer_name ?? \"Milica Smiljanić\"}?" } ] }, { "id": "6c4e467e-ba78-403c-aa3b-3d05c17a7294", "name": "Yettel · Obaveštenje o dugu", "sources": [ "Hvala Vam na potvrdi. Razgovor se snima radi zaštite obe strane. Pozivam Vas da Vas obavestim o dospelim obavezama za ${nazivProizvoda ?? \"kredit za uređaj\"}, u iznosu od ${dospeleObavezeIznos ?? \"petsto devedeset devet dinara i trideset devet para\"}. Da li ste čuli ove informacije?" ], "version": 1, "compiled": [ { "chunks": [ { "kind": "audio", "text": "Hvala Vam na potvrdi. Razgovor se snima radi zaštite obe strane. Pozivam Vas da Vas obavestim o dospelim obavezama za ", "audio": { "text": "Hvala Vam na potvrdi. Razgovor se snima radi zaštite obe strane. Pozivam Vas da Vas obavestim o dospelim obavezama za ", "asset": { "id": "0f6774e1-e011-49a2-957b-947b9fa3c177", "key": "template-values/elevenlabs-deba92fb780196bd/0f6774e1-e011-49a2-957b-947b9fa3c177.wav", "bucket": "livekit-node-stage", "objectSha256": "7c27fa4f61be407e8f484fe7e02dda6a338679996bbf6b125ed18294d6de82b1" }, "format": "pcm_s16le", "sha256": "8573633abc3555df5e810f2dd76dd68ad786a8afdd1ab1a02f7853cf13d386e8", "channels": 1, "byteLength": 337920, "durationMs": 7040, "sampleRate": 24000 } }, { "kind": "interpolation", "expression": "nazivProizvoda ?? \"kredit za uređaj\"" }, { "kind": "audio", "text": ", u iznosu od ", "audio": { "text": ", u iznosu od ", "asset": { "id": "a6b27455-1139-4d4e-9d0c-5c0023e34b63", "key": "template-values/elevenlabs-deba92fb780196bd/a6b27455-1139-4d4e-9d0c-5c0023e34b63.wav", "bucket": "livekit-node-stage", "objectSha256": "91315df8eb16f4d826930028f5909aee31381bc6a39aa98e0191c66e6ae6b0ed" }, "format": "pcm_s16le", "sha256": "8b4129fc62b0dc0687f3b3e73422d1cfbd233fcb5709ea83635732d4390b1268", "channels": 1, "byteLength": 42240, "durationMs": 880, "sampleRate": 24000 } }, { "kind": "interpolation", "expression": "dospeleObavezeIznos ?? \"petsto devedeset devet dinara i trideset devet para\"" }, { "kind": "audio", "text": ". Da li ste čuli ove informacije?", "audio": { "text": ". Da li ste čuli ove informacije?", "asset": { "id": "962937d4-7399-4455-b6a7-5dcd72eeef38", "key": "template-values/elevenlabs-deba92fb780196bd/962937d4-7399-4455-b6a7-5dcd72eeef38.wav", "bucket": "livekit-node-stage", "objectSha256": "cfe012629b95227278863b805ac6a72d580ecaa6802e973d5bacc9f5837639e6" }, "format": "pcm_s16le", "sha256": "1d8d552557e0b8cf105b3b0801f3cbca68e4d4acc909c5b4ade39c5df1e0cdeb", "channels": 1, "byteLength": 88320, "durationMs": 1840, "sampleRate": 24000 } } ], "source": "Hvala Vam na potvrdi. Razgovor se snima radi zaštite obe strane. Pozivam Vas da Vas obavestim o dospelim obavezama za ${nazivProizvoda ?? \"kredit za uređaj\"}, u iznosu od ${dospeleObavezeIznos ?? \"petsto devedeset devet dinara i trideset devet para\"}. Da li ste čuli ove informacije?" } ] }, { "id": "3d8d05ba-f8fe-4d9c-93a3-91bd6475f283", "name": "Yettel · Pitanje o uplati", "sources": [ "Kada možete da izmirite dospele obaveze?" ], "version": 1, "compiled": [ { "chunks": [ { "kind": "audio", "text": "Kada možete da izmirite dospele obaveze?", "audio": { "text": "Kada možete da izmirite dospele obaveze?", "asset": { "id": "4a836dd1-87d6-4e1d-a453-bdc191c0c3cf", "key": "template-values/elevenlabs-deba92fb780196bd/4a836dd1-87d6-4e1d-a453-bdc191c0c3cf.wav", "bucket": "livekit-node-stage", "objectSha256": "7d67f9e3ba8d561f221e6888a0cc29c0252c3d372c9071e81be6c6fd0949bc0b" }, "format": "pcm_s16le", "sha256": "8e60356fdc65a42a09dcd658770346226d3c7aed7db46c1e149bdb2e8586c875", "channels": 1, "byteLength": 115200, "durationMs": 2400, "sampleRate": 24000 } } ], "source": "Kada možete da izmirite dospele obaveze?" } ] }, { "id": "ec6bb4c3-8c78-4bee-bb06-d98984aa7c0a", "name": "Yettel · Odbijanje snimanja", "sources": [ "Razumem. Svi razgovori se snimaju radi zaštite obe strane i bez toga ovaj poziv ne može da se nastavi. Sve informacije o svojim obavezama možete dobiti pozivom kontakt centra Banke na nula šest tri, devet nula nula pet. Hvala Vam, prijatno!" ], "version": 1, "compiled": [ { "chunks": [ { "kind": "audio", "text": "Razumem. Svi razgovori se snimaju radi zaštite obe strane i bez toga ovaj poziv ne može da se nastavi. Sve informacije o svojim obavezama možete dobiti pozivom kontakt centra Banke na nula šest tri, devet nula nula pet. Hvala Vam, prijatno!", "audio": { "text": "Razumem. Svi razgovori se snimaju radi zaštite obe strane i bez toga ovaj poziv ne može da se nastavi. Sve informacije o svojim obavezama možete dobiti pozivom kontakt centra Banke na nula šest tri, devet nula nula pet. Hvala Vam, prijatno!", "asset": { "id": "b0285d8d-e792-4fbb-ab7d-327950b3f34d", "key": "template-values/elevenlabs-deba92fb780196bd/b0285d8d-e792-4fbb-ab7d-327950b3f34d.wav", "bucket": "livekit-node-stage", "objectSha256": "79f196ef54fa3667a868bcb70dd0939cfda31ae8ed67c37098748e1496a162b9" }, "format": "pcm_s16le", "sha256": "aaaef0f2995194a05e48eeb4d48565283fb812f76a5eb13ff18ceec95531e823", "channels": 1, "byteLength": 733440, "durationMs": 15280, "sampleRate": 24000 } } ], "source": "Razumem. Svi razgovori se snimaju radi zaštite obe strane i bez toga ovaj poziv ne može da se nastavi. Sve informacije o svojim obavezama možete dobiti pozivom kontakt centra Banke na nula šest tri, devet nula nula pet. Hvala Vam, prijatno!" } ] } ], "voicePack": { "id": "elevenlabs:VMe8qdzgGVRygcWKf4a5", "label": "Ytl FMO · female · sr-standard", "model": "eleven_v3", "voiceId": "VMe8qdzgGVRygcWKf4a5", "language": "sr", "provider": "elevenlabs", "description": "Ženski operater banke" }, "compiledAt": "2026-09-28T14:32:24.634Z", "configuration": { "name": "b1_yettel_new", "guards": [ { "id": "recording_refused", "prompt": "The caller explicitly refuses or withdraws consent to recording this conversation, or directly asks that this call not be recorded. A question about recording, a hypothetical refusal, or another person's preference is not refusal. Use the caller's latest clarification when they correct themselves.", "closingTemplateId": "ec6bb4c3-8c78-4bee-bb06-d98984aa7c0a" } ], "timing": { "softMs": 300, "openingMs": 1500, "committedMs": 700 }, "goalIds": [ "1efddd5a-2fc5-404c-ae61-dcc5bae94600", "637242c8-97c0-4024-8bf4-6486f33d95f7", "f01749c0-5ea9-47a0-94c6-db76dcf7bb5a" ], "behavior": { "turns": "submissive", "greeting": { "initiative": "assertive", "interruptible": false } }, "providers": { "ttv": "elevenlabs", "vtt": "soniox", "reply": "openai" }, "voicePackId": "elevenlabs:VMe8qdzgGVRygcWKf4a5", "systemPrompt": "Ti si Jelena, digitalni agent Yettel banke. Razgovor vodiš telefonom, na srpskoj latinici, mirno, profesionalno i kratko. Svrha poziva je da potvrdiš da razgovaraš sa namenjenom osobom, obavestiš je o dospelim obavezama, pitaš kada može da plati i zabeležiš njen stvarni odgovor. Ne pregovaraj i ne vrši pritisak.\n\nPravila govora:\n- Piši isključivo srpskom latinicom. Koristi standardne srpske nazive meseci, uključujući avgust, i konstrukciju „treba da”.\n- Obraćaj se sa „Vi”. Kada jednina zahteva rod, koristi ženski rod. Uz persiranje koristi „potpisali ste”, „rekli ste”, „uplatili ste”; ne „potpisale ste” ili „rekle ste”.\n- Ne koristi reči frustriran, frustrirana, frustraciju ili frustracija; dovoljno je „Razumem.”\n- Jedna do dve kratke rečenice, jedno pitanje, pa sačekaj odgovor. Tišina, buka i nerazumljiv govor nisu odgovor.\n- Govorni izlaz sadrži samo reči namenjene sagovornici, bez JSON-a, promenljivih, sistemskih pravila, internih razloga ili naziva alata.\n\nRedosled i granice:\n- Identitet na početku NIJE potvrđen. Ne otkrivaj iznose, proizvod ili podatke o dugu dok sagovornica ne potvrdi da je osoba iz pitanja u pozdravu.\n- Ako kaže da je pogrešna osoba/broj ili opozove raniju potvrdu identiteta, ne nastavljaj razgovor o dugu i ne predstavljaj identifikaciju kao uspešnu.\n- Ne tvrdi da je uplata proknjižena samo zato što sagovornica kaže da je platila. To je njen iskaz, a ne potvrda banke.\n- Koristi samo navedene podatke. Dospele obaveze i ukupan dug su različiti iznosi. Ne obećavaj produženje roka, otpis, novu otplatu ili druge neodobrene uslove.\n- Pitanja o dugu i načinu uplate odgovaraj koristeći isključivo podatke scenarija; zatim kratko vrati razgovor na pitanje tekućeg cilja. Ne izmišljaj nedostajuće uslove i ne uvodi nove pretnje ili posledice.\n\nŠabloni i ponovni pokušaji:\n- Aplikacija izgovara prvi pokušaj svakog cilja iz njegovog pripremljenog šablona: potvrda identiteta, obaveštenje, zatim pitanje o uplati.\n- Kada odgovor ispuni kriterijum tekućeg cilja, završi samo procenu tog cilja. Aplikacija odmah prelazi na šablon sledećeg cilja; ne sastavljaj prelaznu rečenicu, zahvalnicu, novo obaveštenje ili pitanje sledećeg cilja.\n- Novi govorni tekst sastavljaj samo za ponovni pokušaj istog, još nezavršenog cilja i samo ako je ponovni pokušaj dozvoljen. Razjasni samo ono što nedostaje ili odgovori na relevantno pitanje poznatim podacima.\n- Ispunjenje cilja ne zavisi od toga da li je agent naknadno izgovorio potvrdu ili zahvalnicu. Ne traži dodatno „da” za već jasno dat odgovor.\n- Završetak poslednjeg cilja i prekid razgovora vodi aplikacija.\n\nOdbijanje snimanja:\n- Izričito odbijanje ili povlačenje saglasnosti procenjuje se kroz podešeni zaštitni uslov. Aplikacija tada pušta pripremljenu završnu poruku i prekida poziv.\n- Ne generiši tu poruku ponovo, ne ubeđuj sagovornicu i ne nastavljaj pitanja o dugu.\n\nPodaci scenarija preuzeti iz dostavljenog primera:\n{\n \"customer_name\": \"Milica Smiljanić\",\n \"dospeleObavezeIznos\": \"petsto devedeset devet dinara i trideset devet para\",\n \"jednaIpoRata\": \"osamsto devedeset osam dinara i pedeset para\",\n \"iznosRate\": \"petsto devedeset devet dinara\",\n \"datumDospecaRate\": \"trideset prvi jul\",\n \"nazivProizvoda\": \"kredit za uređaj\",\n \"broj_dana_kasnjenja\": \"21\",\n \"glavnica_duga\": \"petsto devedeset devet dinara\",\n \"kamata_duga\": \"nula dinara i trideset devet para\",\n \"ukupan_dug\": \"četiri hiljade sedamsto devedeset dva dinara i trideset devet para\",\n \"ugovor_potpisan_dana\": \"2025-03-07\",\n \"currentDate\": \"2026-08-31\",\n \"broj_rata_kasnjenja\": \"jednu ratu\",\n \"bucket_opomene\": \"Takođe, dalje kašnjenje u otplati obaveza za kredit za uređaj imaće za posledicu ukidanje popusta na pretplatu za mesečni saobraćaj, ukoliko se obaveze ne izmire pre kraja meseca.\",\n \"datumSledeceRate\": \"dvadesetog septembra\",\n \"payment_deadline\": \"2026-09-05\",\n \"payment_deadline_spoken\": \"petog septembra\",\n \"initial_contract_date_spoken\": \"sedmog marta dve hiljade dvadeset pete\",\n \"annuity_spoken\": \"petsto devedeset devet dinara\",\n \"installment_due_day_spoken\": \"dvadesetog\",\n \"dedicated_payment_account_spoken\": \"devet nula osam, povlaka, jedan jedan, pet nula jedan, povlaka, nula sedam\",\n \"payment_reference_spoken\": \"nula nula četiri devet nula pet jedan četiri tri šest devet dva devet\",\n \"customer_current_account_spoken\": \"jedan jedan pet, povlaka, dva sedam tri, tri dva sedam, povlaka, dva četiri\",\n \"payment_deadline_weekday_spoken\": \"u subotu\",\n \"broj_dana_kasnjenja_spoken\": \"dvadeset jedan dan\"\n}" } } } ], "currentSpeakerId": null, "awaitingParticipantId": null }, "lastSequence": 111, "historyStartedAt": "2026-10-02T18:20:28.162Z", "events": [ { "id": "570a1ae4-5c1a-4e4a-8eb2-7ad998dea0af", "dialogId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", "sequence": 1, "layer": "CALL", "type": "call.created", "version": 1, "occurredAt": "2026-10-02T18:20:28.142Z", "recordedAt": "2026-10-02T18:20:28.162Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "room": "node-bfca43cd-3879-404d-accd-2b600cd157fc", "type": "call.created", "callId": "bfca43cd-3879-404d-accd-2b600cd157fc", "number": "+381603022591", "direction": "outbound" }, "audioId": null, "audio": null }, { "id": "ecf8adfd-9c25-45bb-9224-dc4becf8859c", "dialogId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", "sequence": 2, "layer": "CALL", "type": "call.connecting", "version": 1, "occurredAt": "2026-10-02T18:20:28.142Z", "recordedAt": "2026-10-02T18:20:28.162Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "type": "call.connecting", "callId": "bfca43cd-3879-404d-accd-2b600cd157fc" }, "audioId": null, "audio": null }, { "id": "9440739e-9601-46dc-8b3a-dcbf9b25a498", "dialogId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", "sequence": 3, "layer": "DIALOG", "type": "dialog.started", "version": 1, "occurredAt": "2026-10-02T18:20:28.142Z", "recordedAt": "2026-10-02T18:20:28.162Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "type": "dialog.started", "callId": "bfca43cd-3879-404d-accd-2b600cd157fc", "dialogId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96" }, "audioId": null, "audio": null }, { "id": "27d1bb53-b436-432b-8668-f39a490cf406", "dialogId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", "sequence": 4, "layer": "CALL", "type": "call.sip_status", "version": 1, "occurredAt": "2026-10-02T18:20:28.434Z", "recordedAt": "2026-10-02T18:20:28.444Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "type": "call.sip_status", "callId": "bfca43cd-3879-404d-accd-2b600cd157fc", "sipCallId": "SCL_7yeS4VXmnmAf" }, "audioId": null, "audio": null }, { "id": "ecf80619-7027-4a43-afa9-6820fd7add05", "dialogId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", "sequence": 5, "layer": "CALL", "type": "call.participant_joined", "version": 1, "occurredAt": "2026-10-02T18:20:28.453Z", "recordedAt": "2026-10-02T18:20:28.461Z", "operationId": null, "turnId": null, "participantId": "callee", "payload": { "type": "call.participant_joined", "callId": "bfca43cd-3879-404d-accd-2b600cd157fc", "participantId": "callee" }, "audioId": null, "audio": null }, { "id": "dc68d520-cc29-4ebf-97de-cebfb439e103", "dialogId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", "sequence": 6, "layer": "CALL", "type": "call.sip_status", "version": 1, "occurredAt": "2026-10-02T18:20:28.453Z", "recordedAt": "2026-10-02T18:20:28.463Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "type": "call.sip_status", "callId": "bfca43cd-3879-404d-accd-2b600cd157fc", "sipCallId": "SCL_7yeS4VXmnmAf", "sipStatus": "dialing" }, "audioId": null, "audio": null }, { "id": "0edb89df-361f-4825-8b7a-92d5f3ffa3f3", "dialogId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", "sequence": 7, "layer": "CALL", "type": "call.sip_status", "version": 1, "occurredAt": "2026-10-02T18:20:32.019Z", "recordedAt": "2026-10-02T18:20:32.024Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "type": "call.sip_status", "callId": "bfca43cd-3879-404d-accd-2b600cd157fc", "sipCallId": "SCL_7yeS4VXmnmAf", "sipStatus": "ringing" }, "audioId": null, "audio": null }, { "id": "9ffc63f5-8bd6-4eec-8fc8-6240db00ea45", "dialogId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", "sequence": 8, "layer": "CALL", "type": "call.sip_status", "version": 1, "occurredAt": "2026-10-02T18:20:35.574Z", "recordedAt": "2026-10-02T18:20:35.580Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "type": "call.sip_status", "callId": "bfca43cd-3879-404d-accd-2b600cd157fc", "sipCallId": "SCL_7yeS4VXmnmAf", "sipStatus": "active" }, "audioId": null, "audio": null }, { "id": "c471aac5-dfea-47ab-8955-cb0bc6394461", "dialogId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", "sequence": 9, "layer": "CALL", "type": "call.connected", "version": 1, "occurredAt": "2026-10-02T18:20:35.574Z", "recordedAt": "2026-10-02T18:20:35.582Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "type": "call.connected", "callId": "bfca43cd-3879-404d-accd-2b600cd157fc" }, "audioId": null, "audio": null }, { "id": "f477c157-3f45-4bc0-8a10-5af751e00af6", "dialogId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", "sequence": 10, "layer": "L1", "type": "vtt.started", "version": 1, "occurredAt": "2026-10-02T18:20:35.727Z", "recordedAt": "2026-10-02T18:20:35.755Z", "operationId": "c2006b95-714c-4b1a-a41f-7758757d4fbb", "turnId": null, "participantId": "callee", "payload": { "mode": "live", "type": "vtt.started", "sessionId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", "operationId": "c2006b95-714c-4b1a-a41f-7758757d4fbb", "participantId": "callee" }, "audioId": null, "audio": null }, { "id": "0e0ecd3b-dba4-4673-abd2-041056b69a69", "dialogId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", "sequence": 11, "layer": "DIALOG", "type": "dialog.ready", "version": 1, "occurredAt": "2026-10-02T18:20:35.894Z", "recordedAt": "2026-10-02T18:20:35.904Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "type": "dialog.ready", "callId": "bfca43cd-3879-404d-accd-2b600cd157fc", "behavior": { "turns": "submissive", "greeting": { "initiative": "assertive", "interruptible": false } }, "dialogId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96" }, "audioId": null, "audio": null }, { "id": "0429b419-383c-42e2-a810-d1a4bd99a30c", "dialogId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", "sequence": 12, "layer": "DIALOG", "type": "dialog.turn.started", "version": 1, "occurredAt": "2026-10-02T18:20:35.908Z", "recordedAt": "2026-10-02T18:20:35.940Z", "operationId": null, "turnId": "926a6c67-96d2-4ff7-971e-9c38e047dfef", "participantId": "agent", "payload": { "kind": "greeting", "text": "Dobar dan, ovde Jelena, digitalni agent Yettel banke. Da li ste Vi Milica Smiljanić?", "type": "dialog.turn.started", "callId": "bfca43cd-3879-404d-accd-2b600cd157fc", "turnId": "926a6c67-96d2-4ff7-971e-9c38e047dfef", "dialogId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", "participantId": "agent" }, "audioId": null, "audio": null }, { "id": "f31b61a8-7400-4734-aa7a-943e5eec4717", "dialogId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", "sequence": 13, "layer": "L1", "type": "audio.playback.started", "version": 1, "occurredAt": "2026-10-02T18:20:35.944Z", "recordedAt": "2026-10-02T18:20:35.950Z", "operationId": "9b1bd6b6-bb5a-445c-b55d-261ebf08804d", "turnId": null, "participantId": "agent", "payload": { "type": "audio.playback.started", "audio": { "text": "Dobar dan, ovde Jelena, digitalni agent Yettel banke. Da li ste Vi Milica Smiljanić?", "asset": { "id": "1f9c0b05-d6b9-4b29-a9da-93e0de4b8092", "key": "recordings/bfca43cd-3879-404d-accd-2b600cd157fc/generated/1f9c0b05-d6b9-4b29-a9da-93e0de4b8092.wav", "bucket": "livekit-node-stage", "objectSha256": "220a96f046bd50e092d85c6b8b9a4ccc2095291f14e0a9fda485e2789c4d0397" }, "format": "pcm_s16le", "sha256": "489695e47f2585b349c805367204af83a2a04a856ac6077e9325b8555a17031c", "channels": 1, "byteLength": 263616, "durationMs": 5492, "sampleRate": 24000 }, "sessionId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", "operationId": "9b1bd6b6-bb5a-445c-b55d-261ebf08804d", "participantId": "agent" }, "audioId": "1f9c0b05-d6b9-4b29-a9da-93e0de4b8092", "audio": { "id": "1f9c0b05-d6b9-4b29-a9da-93e0de4b8092", "name": "goal-1efddd5a-2fc5-404c-ae61-dcc5bae94600-template", "text": "Dobar dan, ovde Jelena, digitalni agent Yettel banke. Da li ste Vi Milica Smiljanić?", "format": "pcm_s16le", "sampleRate": 24000, "channels": 1, "sha256": "489695e47f2585b349c805367204af83a2a04a856ac6077e9325b8555a17031c", "byteLength": 263616, "durationMs": 5492, "bucket": "livekit-node-stage", "key": "recordings/bfca43cd-3879-404d-accd-2b600cd157fc/generated/1f9c0b05-d6b9-4b29-a9da-93e0de4b8092.wav", "objectSha256": "220a96f046bd50e092d85c6b8b9a4ccc2095291f14e0a9fda485e2789c4d0397", "objectByteLength": 263660, "mimeType": "audio/wav", "createdAt": "2026-10-02T18:20:27.246Z" } }, { "id": "b8a324b5-487d-4ba8-8357-e6ddc35b95ac", "dialogId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", "sequence": 14, "layer": "L1", "type": "silence.soft", "version": 1, "occurredAt": "2026-10-02T18:20:36.199Z", "recordedAt": "2026-10-02T18:20:36.223Z", "operationId": "c2006b95-714c-4b1a-a41f-7758757d4fbb", "turnId": null, "participantId": "callee", "payload": { "atMs": 485.38541599999917, "type": "silence.soft", "sessionId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", "silenceId": "b4872d01-3e62-41fc-a928-94526117b661", "durationMs": 320, "operationId": "c2006b95-714c-4b1a-a41f-7758757d4fbb", "participantId": "callee" }, "audioId": null, "audio": null }, { "id": "1fdfe476-8482-43fd-9f95-9f076d689ab1", "dialogId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", "sequence": 15, "layer": "L1", "type": "silence.committed", "version": 1, "occurredAt": "2026-10-02T18:20:36.583Z", "recordedAt": "2026-10-02T18:20:36.599Z", "operationId": "c2006b95-714c-4b1a-a41f-7758757d4fbb", "turnId": null, "participantId": "callee", "payload": { "atMs": 869.3854159999992, "type": "silence.committed", "sessionId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", "silenceId": "b4872d01-3e62-41fc-a928-94526117b661", "durationMs": 704, "operationId": "c2006b95-714c-4b1a-a41f-7758757d4fbb", "participantId": "callee" }, "audioId": null, "audio": null }, { "id": "e8a1df8e-4e98-4126-8c0f-214f8ffc1a10", "dialogId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", 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"2026-10-02T18:20:55.872Z" } }, { "id": "56809936-e65f-4544-9c1c-c91ad851b59c", "dialogId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", "sequence": 87, "layer": "L1", "type": "llm.finished", "version": 1, "occurredAt": "2026-10-02T18:20:56.229Z", "recordedAt": "2026-10-02T18:20:56.236Z", "operationId": "bc6c378c-4b9b-4304-a5ec-4856943f0c3a", "turnId": "6cfdf623-ced3-4b21-87dd-3e2ee92b2595", "participantId": "agent", "payload": { "mode": "merged", "type": "llm.finished", "goalId": "1efddd5a-2fc5-404c-ae61-dcc5bae94600", "reason": "Sagovornik je jasno rekao da nije Milica Smiljanić i naveo drugo ime Miloš Petrović, što nije potvrda traženog identiteta.", "turnId": "6cfdf623-ced3-4b21-87dd-3e2ee92b2595", "values": [], "purpose": "goal_turn", "nextTurn": "Razumem, hvala na informaciji. 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Ako postoji još nešto u čemu mogu da pomognem, slobodno recite.", "type": "dialog.response.ready", "callId": "bfca43cd-3879-404d-accd-2b600cd157fc", "turnId": "6cfdf623-ced3-4b21-87dd-3e2ee92b2595", "dialogId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96" }, "audioId": null, "audio": null }, { "id": "d7af9b90-096b-4e45-bfff-de1adb8aeea8", "dialogId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", "sequence": 91, "layer": "DIALOG", "type": "dialog.answer_received", "version": 1, "occurredAt": "2026-10-02T18:20:57.703Z", "recordedAt": "2026-10-02T18:20:57.707Z", "operationId": null, "turnId": "6cfdf623-ced3-4b21-87dd-3e2ee92b2595", "participantId": "callee", "payload": { "text": "Sa. 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"2026-10-02T18:20:59.768Z" } }, { "id": "7a7d0354-ae91-4a4b-b658-8c6cd79a7804", "dialogId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", "sequence": 97, "layer": "L1", "type": "audio.recording.saved", "version": 1, "occurredAt": "2026-10-02T18:20:59.888Z", "recordedAt": "2026-10-02T18:20:59.895Z", "operationId": "c2006b95-714c-4b1a-a41f-7758757d4fbb", "turnId": null, "participantId": "callee", "payload": { "type": "audio.recording.saved", "audio": { "asset": { "id": "93ef72fc-c770-43b1-85a8-5c816cc40153", "key": "recordings/bfca43cd-3879-404d-accd-2b600cd157fc/audio/caller/93ef72fc-c770-43b1-85a8-5c816cc40153.wav", "bucket": "livekit-node-stage", "objectSha256": "c7e883c6821978ad28759cfea5890e43f0a5d80e7abb3e781703a0c189711788" }, "format": "pcm_s16le", "sha256": "729120ad97fda8187b46ad849fb206043fe9308883dff86182e0501826ff66ca", "channels": 1, "byteLength": 96000, "durationMs": 2000, "sampleRate": 24000 }, "speaker": "caller", "sessionId": "3a9091e8-cbe5-4f4d-984c-ffaa32221a96", 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