Force info to be in call screening

[rlg]

Hi,

Let's assume an AI Receptionist, in a mechanic's workshop.
It discusses with the caller, asks for some info, typically a license plate, and transfers the call to a queue, ringing agents with the call context.

How to be sure the license plate will be printed into the call screening ?

I tried asking in the AI prompt to put it into the "call screening", but it does not work, sometimes the license plate is not present.

Any clue ?

Thank you very much !

 

[KyriacosS_3CX]

Hello,

Can you mention PBX version, AI Version, AI Agent type, models used and what prompt changes you have already tried?

 

[rlg]

Hello @KyriacosS_3CX,

Thank you very much for your reply.

PBX version : Version 20.0 Update 9 (Build 995 Release - AI 1.4.48)
AI version : gpt-realtime-1.5
AI Agent type : Custom receptionist

In the {{#addressbook_topics}} section, I added :
If the caller's reason is mechanic's workshop, ask for a license plate, and put it into screening.

Sometimes license plate is added into the screening, sometimes not.
I then wonder if, when it's there, it's because of my previous instruction or not.

I then tried the following :
If the caller's reason is mechanic's workshop, ask for a license plate, and put "foobar" into screening.

"foobar" never shows up into call screening.
Which makes me think that the put into screening instruction is not understood.

Did I perhaps miss something?

Thank you very much !

 

[KyriacosS_3CX]

I would try the below, but I note this is not tested.

{{#call_screening}}
# Call Screening
***
{{ call_screening }}
Licence plate:
***
- Use when clear for: name, reason, language, tone, licence plate.
{{/call_screening}}
......
{{#addressbook_topics}}
# Known Routing Topics
If the caller's reason matches or closely relates to any topic below, treat it as a routing request — call `get_addressbook` right away, do not answer informatively first.
If the caller's reason is mechanic's workshop, ask for a license plate.
{{{addressbook_topics}}}
{{/addressbook_topics}}