Contact centers

import asyncio, json, os

import websockets

URL = "wss://api.eesi.ai/v1/realtime?model=nur-v1"
SESSION = {
    "type": "realtime",
    "instructions": "You answer the phone for Example Deliveries. Help with orders and delivery times. Keep answers short.",
    "audio": {
        "input": {"format": {"type": "audio/pcmu"}, "transport": "binary"},
        "output": {"format": {"type": "audio/pcmu"}, "transport": "binary"},
    },
    "tools": [{
        "type": "function",
        "name": "transfer_to_agent",
        "description": "Pass the call to a person when the caller asks for one or you cannot help.",
        "parameters": {"type": "object", "properties": {}},
    }],
}


async def answer(call):
    async with websockets.connect(URL, additional_headers={"Authorization": f"Bearer {os.environ['EESI_API_KEY']}"}) as nur:
        await nur.send(json.dumps({"type": "session.update", "session": SESSION}))
        await nur.send(json.dumps({"type": "response.create"}))  # Nur answers the phone

        async def caller_to_nur():
            async for frame in call.audio():  # 20 ms of µ-law at a time, as it arrives
                await nur.send(frame)

        pump = asyncio.create_task(caller_to_nur())
        async for message in nur:
            if isinstance(message, bytes):  # Nur's voice, µ-law
                await call.play(message)
                continue
            event = json.loads(message)
            if event["type"] == "input_audio_buffer.speech_started":
                await call.clear()  # the caller cut in: stop playing at once
            elif event["type"] == "response.function_call_arguments.done":
                await nur.send(json.dumps({"type": "conversation.item.create", "item": {
                    "type": "function_call_output", "call_id": event["call_id"], "output": "Transferring now."}}))
                await call.transfer()
                break
        pump.cancel()