Fix conversation states before loading agent for init-outbound-call

src/Plugins/BotSharp.Plugin.Twilio/Controllers/TwilioInboundController.cs

@@ -52,28 +52,22 @@ public async Task<TwiMLResult> InitiateStreamConversation(ConversationalVoiceReq
             instruction.SpeechPaths.Add(request.InitAudioFile);
         }
 
-        // Load agent profile
-        var agentService = _services.GetRequiredService<IAgentService>();
-        var agent = await agentService.LoadAgent(request.AgentId);
-
         await HookEmitter.Emit<ITwilioSessionHook>(_services, async hook =>
         {
             await hook.OnSessionCreating(request, instruction);
         });
 
-        request.ConversationId = await InitConversation(request, agent);
+        var (agent, conversationId) = await InitConversation(request);
+        request.ConversationId = conversationId.Id;
         instruction.AgentId = request.AgentId;
         instruction.ConversationId = request.ConversationId;
 
-        if (request.AnsweredBy == "machine_start" &&
-            request.Direction == "outbound-api")
+        if (twilio.MachineDetected(request))
         {
             response = new VoiceResponse();
 
-            await HookEmitter.Emit<ITwilioCallStatusHook>(_services, async hook =>
-            {
-                await hook.OnVoicemailStarting(request);
-            });
+            await HookEmitter.Emit<ITwilioCallStatusHook>(_services, 
+                async hook => await hook.OnVoicemailStarting(request));
 
             var url = twilio.GetSpeechPath(request.ConversationId, "voicemail.mp3");
             response.Play(new Uri(url));
@@ -141,7 +135,7 @@ protected Dictionary<string, string> ParseStates(List<string> states)
         return result;
     }
 
-    private async Task<string> InitConversation(ConversationalVoiceRequest request, Agent agent)
+    private async Task<(Agent, Conversation)> InitConversation(ConversationalVoiceRequest request)
     {
         var convService = _services.GetRequiredService<IConversationService>();
         var conversation = await convService.GetConversation(request.ConversationId);
@@ -167,20 +161,25 @@ private async Task<string> InitConversation(ConversationalVoiceRequest request,
             new("twilio_call_sid", request.CallSid),
         };
 
-        // Enable lazy routing mode to optimize realtime experience
-        if (agent.Profiles.Contains("realtime") && agent.Type == AgentType.Routing)
-        {
-            states.Add(new(StateConst.ROUTING_MODE, "lazy"));
-        }
-
         if (request.InitAudioFile != null)
         {
             states.Add(new("init_audio_file", request.InitAudioFile));
         }
 
         convService.SetConversationId(conversation.Id, states);
+
+        // Load agent profile
+        var agentService = _services.GetRequiredService<IAgentService>();
+        var agent = await agentService.LoadAgent(request.AgentId);
+
+        // Enable lazy routing mode to optimize realtime experience
+        if (agent.Profiles.Contains("realtime") && agent.Type == AgentType.Routing)
+        {
+            states.Add(new(StateConst.ROUTING_MODE, "lazy"));
+        }
+
         convService.SaveStates();
 
-        return conversation.Id;
+        return (agent, conversation);
     }
 }

src/Plugins/BotSharp.Plugin.Twilio/Controllers/TwilioOutboundController.cs

@@ -29,15 +29,12 @@ public async Task<TwiMLResult> InitiateOutboundCall(ConversationalVoiceRequest r
         var twilio = _services.GetRequiredService<TwilioService>();
 
         VoiceResponse response = default!;
-        if (request.AnsweredBy == "machine_start" &&
-            request.Direction == "outbound-api")
+        if (twilio.MachineDetected(request))
         {
             response = new VoiceResponse();
 
-            await HookEmitter.Emit<ITwilioCallStatusHook>(_services, async hook =>
-            {
-                await hook.OnVoicemailStarting(request);
-            });
+            await HookEmitter.Emit<ITwilioCallStatusHook>(_services, 
+                async hook => await hook.OnVoicemailStarting(request));
 
             var url = twilio.GetSpeechPath(request.ConversationId, "voicemail.mp3");
             response.Play(new Uri(url));

src/Plugins/BotSharp.Plugin.Twilio/Controllers/TwilioVoiceController.cs

@@ -332,38 +332,41 @@ public async Task<TwiMLResult> TransferCall(ConversationalVoiceRequest request)
     [HttpPost("twilio/voice/status")]
     public async Task<ActionResult> PhoneCallStatus(ConversationalVoiceRequest request)
     {
+        var twilio = _services.GetRequiredService<TwilioService>();
         if (request.CallStatus == "completed")
         {
-            if (request.AnsweredBy == "machine_start" &&
-                request.Direction == "outbound-api")
+            if (twilio.MachineDetected(request))
             {
                 // voicemail
-                await HookEmitter.Emit<ITwilioCallStatusHook>(_services, async hook =>
-                {
-                    await hook.OnVoicemailLeft(request);
-                });
+                await HookEmitter.Emit<ITwilioCallStatusHook>(_services, 
+                    async hook => await hook.OnVoicemailLeft(request));
             }
             else
             {
                 // phone call completed
-                await HookEmitter.Emit<ITwilioCallStatusHook>(_services, x => x.OnUserDisconnected(request));
+                await HookEmitter.Emit<ITwilioCallStatusHook>(_services, 
+                    async x => await x.OnUserDisconnected(request));
             }
         }
         else if (request.CallStatus == "busy")
         {
-            await HookEmitter.Emit<ITwilioCallStatusHook>(_services, x => x.OnCallBusyStatus(request));
+            await HookEmitter.Emit<ITwilioCallStatusHook>(_services, 
+                async x => await x.OnCallBusyStatus(request));
         }
         else if (request.CallStatus == "no-answer")
         {
-            await HookEmitter.Emit<ITwilioCallStatusHook>(_services, x => x.OnCallNoAnswerStatus(request));
+            await HookEmitter.Emit<ITwilioCallStatusHook>(_services, 
+                async x => await x.OnCallNoAnswerStatus(request));
         }
         else if (request.CallStatus == "canceled")
         {
-            await HookEmitter.Emit<ITwilioCallStatusHook>(_services, x => x.OnCallCanceledStatus(request));
+            await HookEmitter.Emit<ITwilioCallStatusHook>(_services, 
+                async x => await x.OnCallCanceledStatus(request));
         }
         else if (request.CallStatus == "failed")
         {
-            await HookEmitter.Emit<ITwilioCallStatusHook>(_services, x => x.OnCallFailedStatus(request));
+            await HookEmitter.Emit<ITwilioCallStatusHook>(_services, 
+                async x => await x.OnCallFailedStatus(request));
         }
 
         return Ok();

src/Plugins/BotSharp.Plugin.Twilio/Services/TwilioService.cs

@@ -309,6 +309,19 @@ await HookEmitter.Emit<ITwilioSessionHook>(_services, async hook =>
         return response;
     }
 
+    /// <summary>
+    /// https://www.twilio.com/docs/voice/answering-machine-detection
+    /// </summary>
+    /// <param name="answeredBy"></param>
+    /// <returns></returns>
+    public bool MachineDetected(ConversationalVoiceRequest request)
+    {
+        var answeredBy = request.AnsweredBy ?? "unknown";
+        var isOutboundCall = request.Direction == "outbound-api";
+        var isMachine = answeredBy.StartsWith("machine_") || answeredBy == "fax";
+        return isOutboundCall && isMachine;
+    }
+
     public string GetSpeechPath(string conversationId, string speechPath)
     {
         if (speechPath.StartsWith("twilio/"))