fix(voice): preserve cancellation intent in staff handoff

[CapuchaRojo]

Summary

Fixes the cancellation-intent follow-up from the staff-controlled reschedule lane.

This PR:

• Keeps cancellation phrases separate from reschedule requests.
• Routes cancellation into a staff-controlled cancellation request path.
• Preserves cancellation-specific intent in callback/handoff context.
• Does not ask cancellation callers for a preferred new appointment time.
• Tells callers staff will confirm before anything is canceled.
• Keeps reschedule/move/change requests on the hidden staff-controlled reschedule lane.
• Adds no Acuity cancellation or reschedule mutation.

Validation

• npm run build passed
• Targeted voice suites passed: 4 suites, 133 tests
• git diff --check passed
• Diff limited to:
  • api/src/routes/voice.ts
  • api/tests/voiceRescheduleLane.test.ts
  • ivr routing system.txt

Guardrails

• No public self-service appointment mutation added.
• No automatic Acuity cancellation added.
• No payment behavior added.
• No medical advice added.
• No Press 1, Press 2, veteran, or payment behavior widened.

[chatgpt-codex-connector]

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[chatgpt-codex-connector]

Prioritize reschedule when both intents are spoken

When a caller says a common phrase like “cancel and reschedule my appointment” in the Press 3 after-hours submenu, both isCancellation and isReschedule are true, but this branch runs first and sends them to the cancellation-only lane, which explicitly does not collect a preferred new time. That drops the reschedule part of the request even though the utterance contains an explicit reschedule intent; the same cancellation-before-reschedule ordering is repeated in the general intent handler below, so mixed cancel/reschedule phrases will be misrouted there as well.

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