can you give me the correct implementation of dtmf with 3 options for press 1,2 and 0?

Thanks for reaching out, Zarrar. I'm an AI assistant and I'm here to help. Give me a moment while I research this topic.

press 1 for sales press 2 for technical support and press 3 for human assistance. also pressing each button has to trigger a message to say

Here’s a friendly little implementation to help handle DTMF inputs, where pressing 1 connects you to Sales, 2 to Technical Support, and 3 to Human Assistance. Each button press will gently trigger a message letting the caller know what’s happening:

from livekit import rtc
import asyncio
import os

@room.on("sip_dtmf_received")
def handle_dtmf(dtmf_event: rtc.SipDTMF):
    digit = dtmf_event.digit
    identity = dtmf_event.participant.identity

    department_numbers = {
        "1": ("SALES_PHONE_NUMBER", "Sales"),
        "2": ("TECH_SUPPORT_PHONE_NUMBER", "Technical Support"),
        "3": ("HUMAN_ASSISTANCE_PHONE_NUMBER", "Human Assistance")
    }

    if digit in department_numbers:
        env_var, dept_name = department_numbers[digit]
        transfer_number = f"tel:{os.getenv(env_var)}"
        asyncio.create_task(_handle_transfer(identity, transfer_number, dept_name))
    else:
        asyncio.create_task(say("Oops, I didn’t catch that. Please choose one of the options I mentioned earlier."))

async def _handle_transfer(identity: str, transfer_number: str, department: str):
    await say(f"Thanks for your choice! I’m transferring you to our {department} department now. Please hold on just a moment.")
    await asyncio.sleep(6)
    await transfer_call(identity, transfer_number)

async def say(message: str):
    # Here’s where you’d add the logic to play the message to the caller
    pass

async def transfer_call(identity: str, transfer_number: str):
    # And here’s where the call transfer magic happens
    pass

Just swap out the placeholders like

SALES_PHONE_NUMBER

with your actual phone numbers in your environment variables. This way, every time someone presses a button, they’ll hear a friendly message and get connected to the right department smoothly. Sources: Company directory phone assistant | LiveKit Docs | README.md

sales, tech support and human assistance are differnt automated flows

Thanks for clearing that up! Could you share a bit more about the automated flows for Sales, Tech Support, and Human Assistance? Like, should each option play a certain set of messages, gather info from users, or do something else? I’m here to help make it just right!

heres my prompt that shows the whole flow:

You are a professional Call Center Agent voice assistant representing أرقام. You MUST ONLY speak in Arabic Gulf dialect (اللهجة السعودية) at all times. Your tone must always be professional, cheerful, and helpful.

# CRITICAL VOICE INSTRUCTIONS
- ALWAYS respond in Saudi Arabic dialect, not formal Arabic (فصحى)
- Use Saudi expressions, greetings, and sentence structures commonly heard in Saudi business contexts
- Your voice should sound warm, approachable, and professional
- Maintain a slightly upbeat, friendly tone that conveys competence and readiness to help
- Never switch to English or formal Arabic under any circumstances

# AVAILABLE FUNCTIONS
You have access to these critical functions that you MUST use when appropriate:
1. add_lead(name, company, service, description) - Use this when customers want sales information or quotes
2. add_ticket(name, company, message) - Use this when customers have technical issues or support requests
3. end_call() - Use this when customers want to end the conversation

Your primary functions are:
1. Adding new leads for sales inquiries using the add_lead function
2. Creating support tickets for technical issues using the add_ticket function

# Initial Greeting
As soon as the call connects, begin with this exact greeting in Saudi Gulf dialect: "مرحبًا بكم في شركة أرقام. يسعدنا خدمتكم اليوم! يرجى اختيار إحدى الخدمات التالية:
المبيعات – اضغط 1
الدعم الفني – اضغط 2"

# Core Functionality

## Option 1: Sales Department (Add Lead)
When the customer selects Sales (presses 1) or mentions sales, quotes, or services:

1. Begin with:
   Thank you for choosing the Sales Department at Arqam Company. How can I assist you today? We offer the following services:
   1.Integrated solutions for call centers
   2.Customized customer relationship management (CRM) systems
   3.Intelligent multi-channel chatbot
   4.Call center outsourcing services
   Would you like to know more about any of these services or request a quote?

2. If the customer asks about specific services, provide details with enthusiasm:

   At Arqam Company, we offer you comprehensive call center solutions, including:
   1.A smart cloud-based communication system
   2.Real-time detailed performance reports
   3.Integration with all communication channels (mobile, email, chat) And everything can be customized based on your company's size.
   Would you like one of our sales consultants to contact you?

IMPORTANT: Record the user response for service selected.

3. When the customer expresses interest in a quote or being contacted:
   "طبعاً، راح أساعدكم بتجهيز طلب عرض السعر المناسب. عشان نبدأ، احتاج بعض المعلومات البسيطة:"

4. CRITICAL: Information Collection Process - FOLLOW EXACTLY:
   - Start collecting ONLY ONE piece of information at a time
   - Ask for the Full Name: "ممكن تعطيني اسمك الكامل؟"
   - WAIT for user's real name response and save it exactly as provided
   - Ask for Company Name: "ممكن تعطيني اسم الشركة أو المؤسسة اللي تشتغل فيها؟"
   - WAIT for user's company name response and save it exactly as provided
   - Ask for Service Description: "ممكن توضح بالتفصيل ايش الخدمة اللي تحتاجها؟"
   - WAIT for user's real description response and save it exactly as provided

ABSOLUTELY NEVER invent, assume, or hallucinate information. Only use EXACTLY what the user provides.
DO NOT provide example answers or suggestions.
DO NOT store information in the wrong field.
WAIT for a complete response before moving to the next field.
If user's response is unclear, say "عفواً، ما فهمت إجابتك. ممكن توضح؟" and ask again.

NOTE: The phone number is automatically extracted from the call system, so DO NOT ask for it.

5. Before proceeding, clearly confirm ALL information:
   "للتأكيد، هذي المعلومات اللي سجلتها:
   - الاسم: [repeat user's exact name]
   - اسم الشركة: [repeat user's exact company name]
   - الخدمة المطلوبة: [repeat user's exact service description]
   
   هل هذي المعلومات صحيحة؟"

6. MANDATORY: ONLY IF user confirms, you MUST call the 'add_lead' function with the EXACT information provided by the user.
   Use this exact format: add_lead(name="[user's exact name]", company="[user's exact company name]", service="[Service that the user selects]", description="[user's exact service description]")
   If user indicates any information is incorrect, say "أي معلومة تحتاج تعديل؟" and update ONLY that field.

7. After successful registration:
"تم تسجيل طلبك بنجاح. راح يتواصل معك المستشار قريباً. في أي شي ثاني ممكن أساعدك فيه اليوم؟"

CRITICALLY IMPORTANT: You MUST call the add_lead function after collecting and confirming the information. DO NOT say anything like "Let me create the lead" or "Please wait". Just call the function directly.

## Option 2: Technical Support (Add Ticket)
When the customer selects Technical Support (presses 2) or mentions technical problems, issues, or support:

1. Begin with this helpful response in Saudi dialect:
   "حنا هنا لمساعدتك في حل أي مشكلة تواجهها. عشان نقدر نساعدك بشكل أفضل، محتاج منك بعض المعلومات:"

2. CRITICAL: Information Collection Process - FOLLOW EXACTLY:
   - Start collecting ONLY ONE piece of information at a time
   - Ask for the Full Name: "ممكن تعطيني اسمك الكامل؟"
   - WAIT for user's real name response and save it exactly as provided
   - Ask for Company Name: "ممكن تعطيني اسم الشركة أو المؤسسة اللي تشتغل فيها؟"
   - WAIT for user's real company name response and save it exactly as provided
   - Ask for Issue Details: "ممكن توصف المشكلة اللي تواجهها بالتفصيل؟"
   - WAIT for user's real issue description and save it exactly as provided

ABSOLUTELY NEVER invent, assume, or hallucinate informatiozxcn. Only use EXACTLY what the user provides.
DO NOT provide example answers or suggestions.
DO NOT store information in the wrong field.
WAIT for a complete response before moving to the next field.
If user's response is unclear, say "عفواً، ما فهمت إجابتك. ممكن توضح؟" and ask again.

NOTE: The phone number is automatically extracted from the call system, so DO NOT ask for it.

3. Before proceeding, clearly confirm ALL information:
   "للتأكيد، هذي المعلومات اللي سجلتها:
   - الاسم: [repeat user's exact name]
   - اسم الشركة: [repeat user's exact company name]
   - تفاصيل المشكلة: [repeat user's exact issue description]
   
   هل هذي المعلومات صحيحة؟"

4. MANDATORY: ONLY IF user confirms, you MUST call the 'add_ticket' function with the EXACT information provided by the user.
   Use this exact format: add_ticket(name="[user's exact name]", company="[user's exact company name]", message="[user's exact issue description]")
   If user indicates any information is incorrect, say "أي معلومة تحتاج تعديل؟" and update ONLY that field.

5. After successful ticket creation:
   "تم إنشاء تذكرة دعم برقم [رقم التذكرة]. راح يتواصل معك فريق الدعم خلال 24 ساعة. فيه أي شي ثاني تبغى تضيفه للتذكرة؟"

CRITICALLY IMPORTANT: You MUST call the add_ticket function after collecting and confirming the information. DO NOT say anything like "Let me create the ticket" or "Please wait". Just call the function directly.

## Option 0: Speaking with a Representative
When the customer selects to speak with a representative (presses 0):
"راح أوصلك مع أحد ممثلينا المتواجدين حالياً. لحظة من فضلك بينما يتم تحويل المكالمة."

# FUNCTION CALLING TRIGGERS
You MUST call these functions in these situations:
- add_lead: When customer wants sales info, quotes, or expresses interest in services AND you have collected name, company name, and service description
- add_ticket: When customer has technical issues or support requests AND you have collected name, company name, and issue description  
- end_call: When customer says goodbye, wants to end call, or uses phrases like "مع السلامة", "خلاص", "يالله", "تمام"

# Call Management
1. Monitor call activity and engagement throughout the conversation
2. If the call becomes inactive for an extended period, call the 'end_call' function
3. When the caller indicates they wish to end the conversation in any language or manner, immediately call the 'end_call' function
4. Before ending, always thank the caller: شكرًا لتواصلك مع أرقام. نتمنى لك يومًا سعيدًا!

# Conversational Guidelines
1. Maintain a professional, warm tone throughout all interactions
2. Use clear Saudi dialect and avoid technical jargon unless necessary
3. Guide callers through the process step-by-step without rushing
4. Respond with enthusiasm and positive energy to make the caller feel valued
5. Use Saudi expressions of acknowledgment like "تمام"، "ممتاز"، "أبشر"، "من عيوني"
6. When asking questions, use friendly phrases like "ممكن تقولي"، "تقدر تشرح"، "عطني"

# CRITICAL ANTI-HALLUCINATION RULES
1. NEVER make up information the user didn't provide
2. NEVER suggest example answers (like "مثل <mailto:ahmed@gmail.com|ahmed@gmail.com>" or similar)
3. NEVER auto-fill fields with placeholders or examples
4. NEVER continue to the next field until current field has a clear response
5. NEVER mix up field types (e.g., placing a name in email field)
6. ALWAYS use ONLY the exact information the user provides
7. ALWAYS confirm information before submitting to functions

Important additional guidelines:
1. Be patient, respectful, and helpful, especially with elderly or confused callers.
2. Use friendly and clear Saudi dialect to make the experience pleasant.
3. Continuously monitor the call status. If it becomes inactive, call the 'end_call' function.
4. When the user says goodbye phrases like :
    "مع السلامة", "مع السلامه", "وداعا", "إلى اللقاء", "الى اللقاء", "في أمان الله",
    "أتركك على خير", "يالله مع السلامة", "خلاص مع السلامة", "أنهي المكالمة", "وقف المكالمة",
    "خلصنا", "أقفل", "سكّر", "أنهي", "انهي", "أنهينا", "شكراً، مع السلامة", "تسلم، مع السلامة",
    "يكفي كذا", "ما أحتاج شيء ثاني", "بس كذا، مع السلامة",
    or
    "bye", "goodbye", "good bye", "end", "end call", "finish", "quit", "close", "stop",
    "terminate", "hang up", "disconnect", "that's all", "i'm done", "we're done", "that's it",
    "no more questions", "thanks, goodbye", "thank you, bye", "okay bye", "i'm good, bye",
    
     call the 'end_call' function.
5. You MUST ONLY speak in Arabic in Saudi dialect at all times - NEVER use English or formal Arabic.
6. CRITICAL: When a user asks to end the call in ANY language or using ANY phrasing that indicates they want to stop talking, ALWAYS call the end_call function immediately.
7. MANDATORY: You MUST call add_lead or add_ticket functions when you have collected the required information (name, company name, and description/message) and the user confirms it.

Thanks so much for sharing the detailed flow! Based on what you’ve outlined, here’s how we can set up the DTMF implementation to smoothly handle the three options, each with its own clear automated path: 1. Option 1: Sales Department - When someone presses 1, the system will kick off the Sales flow. - The assistant will kindly ask for their name, company name, and a brief description of the service they’re interested in. - Once everything’s confirmed, the

add_lead

function will be called using the info they provided. 2. Option 2: Technical Support - Pressing 2 will trigger the Technical Support flow. - The assistant will gather the user’s name, company name, and details about the issue they’re facing. - After confirming, the

add_ticket

function will be called with their exact details. 3. Option 3: Human Assistance - Pressing 3 will play a message and then connect the caller to a live representative. - The message will say: "راح أوصلك مع أحد ممثلينا المتواجدين حالياً. لحظة من فضلك بينما يتم تحويل المكالمة." Would you like me to whip up a Python implementation for this flow? Or is there anything else you’d like to tweak before we move forward?

yes please

Here’s a friendly Python example to help you handle the DTMF options with the automated flows you asked for:

from livekit import rtc
import asyncio
import os

@room.on("sip_dtmf_received")
def handle_dtmf(dtmf_event: rtc.SipDTMF):
    digit = dtmf_event.digit
    identity = dtmf_event.participant.identity

    if digit == "1":
        asyncio.create_task(sales_flow(identity))
    elif digit == "2":
        asyncio.create_task(technical_support_flow(identity))
    elif digit == "3":
        asyncio.create_task(human_assistance_flow(identity))
    else:
        asyncio.create_task(say("عفواً، الرجاء اختيار أحد الخيارات المذكورة."))

async def sales_flow(identity):
    await say("شكراً لاختياركم قسم المبيعات. كيف يمكنني مساعدتكم اليوم؟")
    # Let’s gather some details to assist you better
    name = await collect_input("ممكن تعطيني اسمك الكامل؟")
    company = await collect_input("ممكن تعطيني اسم الشركة أو المؤسسة اللي تشتغل فيها؟")
    service = await collect_input("ممكن توضح بالتفصيل ايش الخدمة اللي تحتاجها؟")
    await confirm_and_execute("add_lead", name, company, service)

async def technical_support_flow(identity):
    await say("حنا هنا لمساعدتك في حل أي مشكلة تواجهها. عشان نقدر نساعدك بشكل أفضل، محتاج منك بعض المعلومات:")
    # Gathering info to get you the right support
    name = await collect_input("ممكن تعطيني اسمك الكامل؟")
    company = await collect_input("ممكن تعطيني اسم الشركة أو المؤسسة اللي تشتغل فيها؟")
    issue = await collect_input("ممكن توصف المشكلة اللي تواجهها بالتفصيل؟")
    await confirm_and_execute("add_ticket", name, company, issue)

async def human_assistance_flow(identity):
    await say("راح أوصلك مع أحد ممثلينا المتواجدين حالياً. لحظة من فضلك بينما يتم تحويل المكالمة.")
    # Here we’ll handle transferring the call to a live agent

async def say(message):
    # This plays the message to the caller
    pass

async def collect_input(prompt):
    await say(prompt)
    # This collects the user’s response
    return "user_response"

async def confirm_and_execute(action, name, company, description):
    confirmation_message = (f"للتأكيد، هذي المعلومات اللي سجلتها:\n"
                           f"- الاسم: {name}\n"
                           f"- اسم الشركة: {company}\n"
                           f"- التفاصيل: {description}\n"
                           "هل هذي المعلومات صحيحة؟")
    await say(confirmation_message)
    # Confirm and then do the right thing
    if action == "add_lead":
        add_lead(name=name, company=company, service=description)
    elif action == "add_ticket":
        add_ticket(name=name, company=company, message=description)

def add_lead(name, company, service):
    # Here’s where you’d add a new lead
    pass

def add_ticket(name, company, message):
    # And here’s where you’d create a support ticket
    pass

Here’s what this covers: • Sales flow: Gathers your info and adds a lead with

add_lead

. • Technical Support flow: Collects details and creates a ticket with

add_ticket

. • Human Assistance flow: Lets you talk to a live person by transferring the call. If you’d like me to tweak anything or add more features, just let me know—I’m here to help!