[
  { "type": "function", "function": { "name": "get_customer_info", "description": "Get customer account information: name, type, territory, contact details, flags", "parameters": { "type": "object", "properties": { "customer_id": { "type": "string", "description": "Customer ID (e.g. C-LPB4)" } }, "required": ["customer_id"] } } },
  { "type": "function", "function": { "name": "get_subscriptions", "description": "Get active service subscriptions: plan names, prices, billing frequency, status", "parameters": { "type": "object", "properties": { "customer_id": { "type": "string" } }, "required": ["customer_id"] } } },
  { "type": "function", "function": { "name": "get_invoices", "description": "Get recent invoices: amounts, dates, payment status, outstanding balance", "parameters": { "type": "object", "properties": { "customer_id": { "type": "string" }, "limit": { "type": "number", "description": "Max invoices (default 5)" } }, "required": ["customer_id"] } } },
  { "type": "function", "function": { "name": "get_outstanding_balance", "description": "Get total outstanding (unpaid) balance across all invoices", "parameters": { "type": "object", "properties": { "customer_id": { "type": "string" } }, "required": ["customer_id"] } } },
  { "type": "function", "function": { "name": "get_service_locations", "description": "Get service locations (addresses) with connection type", "parameters": { "type": "object", "properties": { "customer_id": { "type": "string" } }, "required": ["customer_id"] } } },
  { "type": "function", "function": { "name": "get_equipment", "description": "Get equipment (routers, ONTs) installed: serial numbers, MAC, status", "parameters": { "type": "object", "properties": { "customer_id": { "type": "string" } }, "required": ["customer_id"] } } },
  { "type": "function", "function": { "name": "check_device_status", "description": "Quick snapshot of device status via TR-069 + SNMP. Returns online/offline, uptime, signal levels. NOTE: if the device appears offline, do NOT tell the customer it is offline — instead call start_connection_check to run a thorough background verification.", "parameters": { "type": "object", "properties": { "serial_number": { "type": "string", "description": "Device serial number" } }, "required": ["serial_number"] } } },
  { "type": "function", "function": { "name": "check_onu_status", "description": "Check ONU status from OLT SNMP: online/offline, signal levels, last offline cause (Dying Gasp, Branch Fiber Cut, LOSi), recent events history.", "parameters": { "type": "object", "properties": { "serial_number": { "type": "string", "description": "Device serial number (ONU serial)" } }, "required": ["serial_number"] } } },
  { "type": "function", "function": { "name": "start_connection_check", "description": "IMPORTANT: Use this tool instead of telling the customer their connection is offline. Launches a background verification that polls the device 3 times over ~90 seconds via both TR-069 and OLT SNMP, then automatically sends the diagnostic result to the customer. Tell the customer 'Nous vérifions votre connexion, un instant...' while the check runs. Do NOT announce the device as offline before this check completes.", "parameters": { "type": "object", "properties": { "serial_number": { "type": "string", "description": "Device serial number" }, "customer_id": { "type": "string", "description": "Customer ID" } }, "required": ["serial_number", "customer_id"] } } },
  { "type": "function", "function": { "name": "analyze_outage", "description": "Analyze a device outage by correlating with other ONUs on the same OLT port. Determines if the problem is isolated (single customer) or widespread (multiple customers affected). Returns severity, cause type (power outage, fiber cut, backbone issue), recommended action (none/simple_tech/fiber_splicer/escalate_noc). Use this after check_onu_status shows a device offline to understand the scope.", "parameters": { "type": "object", "properties": { "serial_number": { "type": "string", "description": "Device serial number (ONU serial)" } }, "required": ["serial_number"] } } },
  { "type": "function", "function": { "name": "get_open_tickets", "description": "Get open support tickets: subject, status, priority, date", "parameters": { "type": "object", "properties": { "customer_id": { "type": "string" } }, "required": ["customer_id"] } } },
  { "type": "function", "function": { "name": "create_ticket", "description": "Create a support ticket when customer reports a problem needing agent follow-up", "parameters": { "type": "object", "properties": { "customer_id": { "type": "string" }, "subject": { "type": "string" }, "description": { "type": "string" }, "priority": { "type": "string", "enum": ["Low", "Medium", "High", "Urgent"] } }, "required": ["customer_id", "subject"] } } },
  { "type": "function", "function": { "name": "get_chat_link", "description": "Get the web chat link for this conversation so the customer can continue chatting in a browser instead of SMS", "parameters": { "type": "object", "properties": {} } } },
  { "type": "function", "function": { "name": "create_dispatch_job", "description": "Create an emergency dispatch job and auto-assign to the nearest available technician. Use when: device offline with fiber issue (Rx power < -25 dBm, Branch Fiber Cut), customer reports no internet and troubleshooting fails, or any situation requiring on-site technician.", "parameters": { "type": "object", "properties": { "customer_id": { "type": "string", "description": "Customer ID (e.g. C-LPB4)" }, "service_location": { "type": "string", "description": "Service Location name (from get_service_locations)" }, "subject": { "type": "string", "description": "Job description (e.g. 'Branch Fiber Cut - 691 rue des Hirondelles')" }, "priority": { "type": "string", "enum": ["low", "medium", "high"], "description": "Job priority (default: high for emergencies)" }, "job_type": { "type": "string", "enum": ["Installation", "Réparation", "Maintenance", "Retrait", "Dépannage", "Autre"], "description": "Type of work (default: Dépannage)" }, "notes": { "type": "string", "description": "Additional context (signal levels, error details, customer complaint)" } }, "required": ["customer_id", "subject"] } } },

  { "audience": "staff", "mode": "read", "title": "Lister les techniciens", "type": "function", "function": { "name": "list_technicians", "description": "STAFF/dispatch. Liste les techniciens (id, nom, statut, compétences). Sert à RÉSOUDRE un technicien par son nom (« Simon » → TECH-4693) avant d'assigner/planifier. Filtre optionnel par nom partiel et/ou compétence.", "parameters": { "type": "object", "properties": { "query": { "type": "string", "description": "Nom partiel du technicien (optionnel)" }, "skill": { "type": "string", "description": "Compétence requise (optionnel), ex. fibre, monteur, sans-fil" } }, "required": [] } } },
  { "audience": "staff", "mode": "read", "title": "Détails du job", "type": "function", "function": { "name": "get_job", "description": "STAFF/dispatch. Détails d'un Dispatch Job (sujet, statut, technicien assigné, date/heure, client, lieu, durée). Sert à vérifier un job avant de le modifier/réassigner/reporter.", "parameters": { "type": "object", "properties": { "job": { "type": "string", "description": "Identifiant du Dispatch Job, ex. DJ-2026-0001 ou LEG-253958" } }, "required": ["job"] } } },
  { "audience": "staff", "mode": "read", "title": "Trouver un créneau", "type": "function", "function": { "name": "find_slot", "description": "STAFF/dispatch. Propose les meilleurs créneaux disponibles (technicien + date + heure) selon la durée et la compétence requise. LECTURE — ne réserve rien ; présente les options à l'utilisateur.", "parameters": { "type": "object", "properties": { "duration_h": { "type": "number", "description": "Durée en heures (défaut 1)" }, "skill": { "type": "string", "description": "Compétence requise (optionnel)" }, "after_date": { "type": "string", "description": "Chercher à partir de cette date AAAA-MM-JJ (défaut aujourd'hui)" } }, "required": [] } } },
  { "audience": "staff", "mode": "write", "permission": "create_jobs", "title": "Créer un job", "type": "function", "function": { "name": "create_job", "description": "STAFF/dispatch. Crée un Dispatch Job (intervention). ÉCRITURE — proposée puis confirmée par l'utilisateur avant exécution. auto_assign=true assigne au meilleur tech disponible.", "parameters": { "type": "object", "properties": { "subject": { "type": "string", "description": "Description du travail" }, "customer_id": { "type": "string", "description": "ID client (optionnel)" }, "service_location": { "type": "string", "description": "Nom du lieu de service (optionnel)" }, "priority": { "type": "string", "enum": ["low", "medium", "high"], "description": "Priorité (défaut high pour urgence, medium sinon)" }, "job_type": { "type": "string", "enum": ["Installation", "Réparation", "Maintenance", "Retrait", "Dépannage", "Autre"], "description": "Type de travail (défaut Dépannage)" }, "notes": { "type": "string", "description": "Contexte additionnel" }, "auto_assign": { "type": "boolean", "description": "Assigner automatiquement au meilleur tech dispo (défaut true)" } }, "required": ["subject"] } } },
  { "audience": "staff", "mode": "write", "permission": "assign_jobs", "title": "Assigner un technicien", "type": "function", "function": { "name": "assign_tech", "description": "STAFF/dispatch. Assigne OU réassigne un Dispatch Job à un technicien (pose aussi l'heure au premier trou libre du quart). ÉCRITURE — confirmée avant exécution. Résous d'abord le tech via list_technicians pour obtenir tech_id.", "parameters": { "type": "object", "properties": { "job": { "type": "string", "description": "Identifiant du Dispatch Job" }, "tech_id": { "type": "string", "description": "id du technicien (TECH-xxxx), via list_technicians" }, "date": { "type": "string", "description": "Date AAAA-MM-JJ (optionnel)" }, "start": { "type": "string", "description": "Heure HH:MM (optionnel)" } }, "required": ["job", "tech_id"] } } },
  { "audience": "staff", "mode": "write", "permission": "assign_jobs", "title": "Ajouter un assistant", "type": "function", "function": { "name": "add_assistant", "description": "STAFF/dispatch. Ajoute un technicien en renfort (assistant) sur un job — le tech assigné (lead) reste inchangé. ÉCRITURE — confirmée avant exécution.", "parameters": { "type": "object", "properties": { "job": { "type": "string", "description": "Identifiant du Dispatch Job" }, "tech_id": { "type": "string", "description": "id du technicien assistant (TECH-xxxx)" }, "tech_name": { "type": "string", "description": "Nom du technicien (optionnel, pour l'affichage)" } }, "required": ["job", "tech_id"] } } },
  { "audience": "staff", "mode": "write", "permission": "assign_jobs", "title": "Changer le statut", "type": "function", "function": { "name": "set_job_status", "description": "STAFF/dispatch. Change le statut d'un Dispatch Job. ÉCRITURE — confirmée avant exécution. Cancelled = annuler l'intervention (conséquent).", "parameters": { "type": "object", "properties": { "job": { "type": "string", "description": "Identifiant du Dispatch Job" }, "status": { "type": "string", "enum": ["open", "On Hold", "Cancelled", "assigned"], "description": "Nouveau statut" } }, "required": ["job", "status"] } } },
  { "audience": "staff", "mode": "write", "permission": "assign_jobs", "title": "Reporter le rendez-vous", "type": "function", "function": { "name": "reschedule_job", "description": "STAFF/dispatch. Reporte un Dispatch Job à une nouvelle date (et heure). Conserve le technicien assigné si possible. ÉCRITURE — confirmée avant exécution.", "parameters": { "type": "object", "properties": { "job": { "type": "string", "description": "Identifiant du Dispatch Job" }, "date": { "type": "string", "description": "Nouvelle date AAAA-MM-JJ" }, "start": { "type": "string", "description": "Nouvelle heure HH:MM (optionnel)" } }, "required": ["job", "date"] } } },
  { "audience": "staff", "mode": "write", "permission": "assign_jobs", "title": "Créer un horaire récurrent", "type": "function", "function": { "name": "create_recurring_shift", "description": "STAFF/planification. Définit le QUART RÉCURRENT (horaire hebdomadaire) d'un technicien — matérialisé automatiquement en assignations sur l'horizon. ÉCRITURE — confirmée avant exécution. days = jours travaillés parmi mon,tue,wed,thu,fri,sat,sun. « jours de semaine » = mon,tue,wed,thu,fri ; retire les exceptions demandées (ex. « sauf le vendredi » → mon,tue,wed,thu). « fin de semaine » = sat,sun. Convertis « 8-16h » en start 08:00 / end 16:00.", "parameters": { "type": "object", "properties": { "technicien_id": { "type": "string", "description": "id du technicien (TECH-xxxx), via list_technicians" }, "days": { "type": "array", "items": { "type": "string" }, "description": "Jours travaillés: mon,tue,wed,thu,fri,sat,sun" }, "start": { "type": "string", "description": "Heure de début HH:MM, ex. 08:00" }, "end": { "type": "string", "description": "Heure de fin HH:MM, ex. 16:00" } }, "required": ["technicien_id", "days", "start", "end"] } } },
  { "audience": "staff", "mode": "write", "title": "Suivre", "type": "function", "function": { "name": "follow_doc", "description": "STAFF. (Dé)suivre un job ou un ticket pour recevoir les notifications de mise à jour (l'utilisateur connecté devient abonné). ÉCRITURE légère — confirmée avant exécution.", "parameters": { "type": "object", "properties": { "doctype": { "type": "string", "enum": ["Dispatch Job", "Issue"], "description": "Type de document à suivre" }, "name": { "type": "string", "description": "Identifiant du job ou du ticket" }, "follow": { "type": "boolean", "description": "true = suivre (défaut), false = ne plus suivre" } }, "required": ["doctype", "name"] } } }
]