# Classic IVR: navigate a menu tree with DTMF and reach the balance message.
# `steps` are hints the caller follows in order; `expect` is a semantic match.
schema_version: 1
name: "IVR - check account balance"
target:
  phone: "+14155550103"
  kind: ivr
  platform: genesys
persona:
  description: "Existing customer who knows the menu and presses keys quickly"
  patience: high
goal: "Reach the account balance message through the IVR menu"
steps:
  - type: expect
    text: "welcome message and main menu options"
    timeout_s: 20
  - type: dtmf
    digits: "2"
  - type: expect
    text: "asks for the account number followed by the pound key"
  - type: dtmf
    digits: "12345678#"
  - type: wait
    seconds: 2
  - type: expect
    text: "reads the account balance"
    timeout_s: 30
assertions:
  - id: balance-read
    type: transcript_regex
    pattern: "balance (is|of)"
    speaker: target
  - id: reached-goal
    type: goal_reached
  - id: fast-tree
    type: max_duration_s
    value: 120
    severity: warn
limits:
  max_duration_s: 180
  silence_timeout_s: 30
tags: ["ivr", "dtmf"]
variants:
  - title: "Invalid key then recovery"
    instructions: "Press 9 at the main menu first (invalid option), then follow the menu normally."
    assertions:
      - type: must_include
        text: "tell the caller the option is invalid and repeat the menu"