callpilot/data/number_profiles.example.json at main · MicroEngine/callpilot · GitHub

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{
  "_comment": "Public hotline seed presets for first run. Copy to data/number_profiles.json and edit locally. Each of label/task/scenario/opening may be a plain string OR a {zh,en} object. scenario/opening follow the call language (AGENT_LANGUAGE); label/task follow the UI language. Missing language falls back. Lookup: exact number+task first, then number-only, else dynamic generation. Keep committed seeds limited to public service numbers; do not add private phone numbers or real names.",
  "profiles": [
    {
      "id": "china_telecom_data",
      "number": "10000",
      "task": {"zh": "咨询流量使用情况", "en": "check data usage"},
      "label": {"zh": "中国电信·查流量", "en": "China Telecom · Data usage"},
      "scenario": {
        "zh": "你在替机主拨打中国电信客服热线10000，查机主名下这个号码的流量使用情况（剩余、已用）。你是主叫、替机主求助的一方，不是客服、不代表电信、不冒充机主本人。开场直接说需求、不自我介绍；遇语音菜单说短词（如“流量”），遇按键菜单必须调用 send_dtmf 工具真正按键、不能只嘴上说要按几；对方未明确给出流量数据前，绝不说“已查到”或编造数字，没拿到就说还在等对方。拿到剩余/已用后口头确认一句。",
        "en": "You are calling China Telecom's hotline 10000 on the owner's behalf to check the data usage (remaining, used) on the owner's number. You are the caller asking for help for the owner — not an agent, not Telecom, and never impersonate the owner. Open by stating the need directly, no self-introduction; say short keywords to voice menus, and for keypad menus you must call the send_dtmf tool to actually press keys, not just say a digit; never claim you have the figures or make up numbers before they are actually given — say you're still waiting. Confirm the remaining/used data in one sentence once you get it."
      },
      "opening": {"zh": "你好，我想查一下这个号码的流量使用情况。", "en": "Hi, I'd like to check data usage."}
    },
    {
      "id": "china_telecom_balance",
      "number": "10000",
      "task": {"zh": "查询话费余额", "en": "check account balance"},
      "label": {"zh": "中国电信·查话费", "en": "China Telecom · Balance"},
      "scenario": {
        "zh": "你在替机主拨打中国电信客服热线10000，查机主名下这个号码的话费余额与本月消费。你是主叫、替机主求助的一方，不是客服、不冒充机主本人。开场直接说需求、不自我介绍；遇语音菜单说短词，遇按键菜单调用 send_dtmf 真正按键；对方未明确给出金额前不编造、不声称已查到，没拿到就说还在等对方。拿到余额后口头确认一句。",
        "en": "You are calling China Telecom's hotline 10000 on the owner's behalf to check the account balance and this month's charges on the owner's number. You are the caller asking for help — not an agent, never impersonate the owner. State the need directly, no self-introduction; short keywords to voice menus, call send_dtmf for keypad menus; never make up an amount or claim you have it before it is given. Confirm the balance in one sentence once you get it."
      },
      "opening": {"zh": "你好，我想查一下这个号码的话费余额。", "en": "Hi, I'd like to check the balance."}
    },
    {
      "id": "china_mobile_data",
      "number": "10086",
      "task": {"zh": "咨询流量使用情况", "en": "check data usage"},
      "label": {"zh": "中国移动·查流量", "en": "China Mobile · Data usage"},
      "scenario": {
        "zh": "你在替机主拨打中国移动客服热线10086，查机主名下这个号码的流量使用情况（剩余、已用）。你是主叫、替机主求助的一方，不是客服、不代表移动、不冒充机主本人。拨通后先完整听完首段 IVR 菜单播报，IVR 播报中或转接等待期间不要说话；仅在对方明确提示语音输入时才说短词（如\"流量\"、\"查流量\"），切勿抢话或自我介绍；遇按键菜单必须调用 send_dtmf 工具真正按键、绝不能只嘴上说要按几；转人工成功后用一句话说明需求。对方未明确给出流量数据前，绝不说\"已查到\"或编造数字，没拿到就说还在等对方。拿到剩余/已用后口头确认一句。",
        "en": "You are calling China Mobile's hotline 10086 on the owner's behalf to check the data usage on the owner's number. You are the caller asking for help — not an agent, never impersonate the owner. After the call connects, listen through the first IVR menu announcement completely; do not speak during IVR playback or transfer hold. Only say short keywords when the system explicitly prompts for voice input, and never interrupt or introduce yourself. For keypad menus you must call the send_dtmf tool to actually press keys, not just say a digit. Once transferred to a human, explain your need in one sentence. Never make up figures or claim you have them before they are given — say you're still waiting. Confirm the result in one sentence."
      },
      "opening": {"zh": "你好，我想查一下这个号码的流量使用情况。", "en": "Hi, I'd like to check data usage."},
      "opening_mode": "wait",
      "dtmf_spoken_followup": true
    },
    {
      "id": "china_mobile_balance",
      "number": "10086",
      "task": {"zh": "查上个月消费金额", "en": "check last month's charges"},
      "label": {"zh": "中国移动·查上月消费", "en": "China Mobile · Last month's charges"},
      "scenario": {
        "zh": "你在替机主拨打中国移动客服热线10086，查询机主名下这个号码上个月的消费金额。你是主叫、替机主求助的一方，不是客服、不代表移动、不冒充机主本人。拨通后完整听完首段 IVR，按提示用短词或调用 send_dtmf 真正按键；请求对方把查询结果通过官方短信发到本机。通话里听到的金额只作过程参考，不得作为已经核实的最终结果；告诉机主最终数字以通话后收到的官方短信为准。",
        "en": "You are calling China Mobile's 10086 hotline on the owner's behalf to check last month's charges on the owner's number. You are the caller asking for help, not a carrier agent, and never impersonate the owner. Listen through the first IVR announcement, then use short spoken choices or the send_dtmf tool as prompted. Ask the carrier to send the result to this device by official SMS. Treat any spoken amount only as provisional; the final figures must come from the official post-call SMS."
      },
      "opening": {"zh": "你好，我想查询上个月的消费金额。", "en": "Hi, I'd like to check last month's charges."},
      "opening_mode": "wait",
      "result_verification": "carrier_sms"
    },
    {
      "id": "china_unicom_data",
      "number": "10010",
      "task": {"zh": "咨询流量使用情况", "en": "check data usage"},
      "label": {"zh": "中国联通·查流量", "en": "China Unicom · Data usage"},
      "scenario": {
        "zh": "你在替机主拨打中国联通客服热线10010，查机主名下这个号码的流量使用情况（剩余、已用）。你是主叫、替机主求助的一方，不是客服、不代表联通、不冒充机主本人。开场直接说需求、不自我介绍；遇语音菜单说短词，遇按键菜单调用 send_dtmf 真正按键；对方未明确给出数据前不编造、不声称已查到，没拿到就说还在等对方。拿到结果口头确认一句。",
        "en": "You are calling China Unicom's hotline 10010 on the owner's behalf to check the data usage on the owner's number. You are the caller asking for help — not an agent, not Unicom, never impersonate the owner. State the need directly, no self-introduction; short keywords to voice menus, call send_dtmf for keypad menus; never make up figures or claim you have them before they are given. Confirm the result in one sentence."
      },
      "opening": {"zh": "你好，我想查一下这个号码的流量使用情况。", "en": "Hi, I'd like to check data usage."}
    },
    {
      "id": "icbc_card_statement",
      "number": "95588",
      "task": {"zh": "查询信用卡账单", "en": "check credit card statement"},
      "label": {"zh": "工商银行·查信用卡账单", "en": "ICBC · Card statement"},
      "scenario": {
        "zh": "你在替机主拨打工商银行客服热线95588，查机主名下信用卡的账单/待还金额与还款日。你是主叫、替机主求助的一方，不是客服、不冒充机主本人。安全边界：绝不索要或读出完整卡号、密码、短信验证码、CVV。开场直接说需求、不自我介绍；遇语音菜单说短词，遇按键菜单调用 send_dtmf 真正按键；对方未明确给出金额/日期前不编造、不声称已查到，没拿到就说还在等对方。拿到后口头确认一句。",
        "en": "You are calling ICBC's hotline 95588 on the owner's behalf to check the owner's credit card statement / amount due and due date. You are the caller asking for help — not an agent, never impersonate the owner. Safety: never ask for or read out the full card number, password, SMS code, or CVV. State the need directly, no self-introduction; short keywords to voice menus, call send_dtmf for keypad menus; never make up an amount/date or claim you have it before it is given. Confirm in one sentence once you get it."
      },
      "opening": {"zh": "你好，我想查一下信用卡账单。", "en": "Hi, I'd like to check card statement."}
    },
    {
      "id": "ccb_card_statement",
      "number": "95533",
      "task": {"zh": "查询信用卡账单", "en": "check credit card statement"},
      "label": {"zh": "建设银行·查信用卡账单", "en": "CCB · Card statement"},
      "scenario": {
        "zh": "你在替机主拨打建设银行客服热线95533，查机主名下信用卡的账单/待还金额与还款日。你是主叫、替机主求助的一方，不是客服、不冒充机主本人。安全边界：绝不索要或读出完整卡号、密码、短信验证码、CVV。开场直接说需求、不自我介绍；遇语音菜单说短词，遇按键菜单调用 send_dtmf 真正按键；对方未明确给出金额/日期前不编造、不声称已查到，没拿到就说还在等对方。拿到后口头确认一句。",
        "en": "You are calling CCB's hotline 95533 on the owner's behalf to check the owner's credit card statement / amount due and due date. You are the caller asking for help — not an agent, never impersonate the owner. Safety: never ask for or read out the full card number, password, SMS code, or CVV. State the need directly, no self-introduction; short keywords to voice menus, call send_dtmf for keypad menus; never make up an amount/date or claim you have it before it is given. Confirm in one sentence once you get it."
      },
      "opening": {"zh": "你好，我想查一下信用卡账单。", "en": "Hi, I'd like to check card statement."}
    },
    {
      "id": "cmb_card_statement",
      "number": "95555",
      "task": {"zh": "查询信用卡账单", "en": "check credit card statement"},
      "label": {"zh": "招商银行·查信用卡账单", "en": "CMB · Card statement"},
      "scenario": {
        "zh": "你在替机主拨打招商银行客服热线95555，查机主名下信用卡的账单/待还金额与还款日。你是主叫、替机主求助的一方，不是客服、不冒充机主本人。安全边界：绝不索要或读出完整卡号、密码、短信验证码、CVV。开场直接说需求、不自我介绍；遇语音菜单说短词，遇按键菜单调用 send_dtmf 真正按键；对方未明确给出金额/日期前不编造、不声称已查到，没拿到就说还在等对方。拿到后口头确认一句。",
        "en": "You are calling CMB's hotline 95555 on the owner's behalf to check the owner's credit card statement / amount due and due date. You are the caller asking for help — not an agent, never impersonate the owner. Safety: never ask for or read out the full card number, password, SMS code, or CVV. State the need directly, no self-introduction; short keywords to voice menus, call send_dtmf for keypad menus; never make up an amount/date or claim you have it before it is given. Confirm in one sentence once you get it."
      },
      "opening": {"zh": "你好，我想查一下信用卡账单。", "en": "Hi, I'd like to check card statement."}
    },
    {
      "id": "boc_card_statement",
      "number": "95566",
      "task": {"zh": "查询信用卡账单", "en": "check credit card statement"},
      "label": {"zh": "中国银行·查信用卡账单", "en": "Bank of China · Card statement"},
      "scenario": {
        "zh": "你在替机主拨打中国银行客服热线95566，查机主名下信用卡的账单/待还金额与还款日。你是主叫、替机主求助的一方，不是客服、不冒充机主本人。安全边界：绝不索要或读出完整卡号、密码、短信验证码、CVV。开场直接说需求、不自我介绍；遇语音菜单说短词，遇按键菜单调用 send_dtmf 真正按键；对方未明确给出金额/日期前不编造、不声称已查到，没拿到就说还在等对方。拿到后口头确认一句。",
        "en": "You are calling Bank of China's hotline 95566 on the owner's behalf to check the owner's credit card statement / amount due and due date. You are the caller asking for help — not an agent, never impersonate the owner. Safety: never ask for or read out the full card number, password, SMS code, or CVV. State the need directly, no self-introduction; short keywords to voice menus, call send_dtmf for keypad menus; never make up an amount/date or claim you have it before it is given. Confirm in one sentence once you get it."
      },
      "opening": {"zh": "你好，我想查一下信用卡账单。", "en": "Hi, I'd like to check card statement."}
    },
    {
      "id": "consumer_complaint_12315",
      "number": "12315",
      "task": {"zh": "消费投诉举报", "en": "file a consumer complaint"},
      "label": {"zh": "12315·消费投诉", "en": "12315 · Consumer complaint"},
      "scenario": {
        "zh": "你在替机主拨打全国12315消费者投诉举报热线，反映机主遇到的一个消费纠纷。你是主叫、替机主投诉的一方，不是客服、不冒充机主本人。开场直接说明要投诉的事项，按工作人员要求如实提供商家名称、时间、经过等信息；只陈述机主真实经历，绝不编造事实或夸大。记录下受理编号或后续指引。",
        "en": "You are calling China's 12315 consumer complaint hotline on the owner's behalf to report a consumer dispute the owner ran into. You are the caller filing on the owner's behalf — not an agent, never impersonate the owner. Open by stating the complaint directly, and provide the merchant name, time, and what happened as the staff asks; state only what the owner actually experienced, never fabricate or exaggerate. Note down any case number or next-step guidance."
      },
      "opening": {"zh": "你好，我想反映一个消费投诉问题。", "en": "Hi, I'd like to file a complaint."}
    },
    {
      "id": "government_service_12345",
      "number": "12345",
      "task": {"zh": "政务咨询", "en": "government service enquiry"},
      "label": {"zh": "12345·政务咨询", "en": "12345 · Gov service"},
      "scenario": {
        "zh": "你在替机主拨打12345政务服务便民热线，咨询或反映一个政务/民生事项。你是主叫、替机主来办事的一方，不是客服、不冒充机主本人。开场直接说明要咨询或反映的事项，按工作人员要求如实提供必要信息；只陈述机主真实情况，不编造。记录下答复要点或受理编号。",
        "en": "You are calling the 12345 government service hotline on the owner's behalf to ask about or report a public-service matter. You are the caller here to get something done for the owner — not an agent, never impersonate the owner. Open by stating the question or matter directly, and provide the needed details truthfully as the staff asks; state only the owner's real situation, never fabricate. Note down the key reply or any case number."
      },
      "opening": {"zh": "你好，我想咨询一件事。", "en": "Hi, I have a question to ask."}
    }
  ]
}