Voice line

The voice line is a phone door into the service desk. It does four things only, as a support line should: answer from the knowledge base, verify the caller, file a ticket, and hand the call to a person. The meeting assistant (Liya Meeting) is a separate voice feature for meetings.

Your telephony provider does the speech recognition and speaks the replies. Liya decides what to say.

How a call goes#

1. Greeting. A caller whose number is in the channel's directory is greeted by name. If their entry has a PIN, they key it first; three wrong PINs end the call.
2. The problem. The caller says what is wrong. If the knowledge base has a confident fix, Liya reads it out (links are not read aloud) and asks whether it worked.
3. Fixed, or filed. "Yes" ends the call and counts as a deflection. "No", or no confident fix, files a ticket and reads its number out. Callers not in the directory can still file a ticket; it is marked as from an unverified caller, with the number.
4. A person. Saying "agent", "operator" or "talk to a person" at any point files the ticket and transfers the call to the desk's number. With no transfer number, the caller is told someone will call back.

Silence is asked again twice, then the call ends without a ticket. Unverified callers hear only answers from public knowledge-base records.

Connect a Twilio number#

1. Set an environment variable named TICKETIQ_VOICE_<NAME> to your Twilio auth token, and restart.
2. Create the channel:
   Copy

   curl -X PUT "$BASE/api/admin/voice-desk" -H "Authorization: Bearer $TOKEN" -d '{
     "channels": {"desk": {
       "enabled": true, "provider": "twilio", "secret_env": "TICKETIQ_VOICE_DESK_TOKEN",
       "tenant": "acme", "transfer_number": "+441110000000",
       "directory": {"+447700900001": {"user": "ana@acme.example", "name": "Ana", "pin": "2468"}}}}}'

3. In Twilio, set the number's A call comes in webhook to POST https://<your instance>/api/voice/twilio/desk.

Every request must carry Twilio's X-Twilio-Signature. An unsigned or wrongly signed request is refused and audited.

Connect another voice gateway#

Set "provider": "generic" and post each turn as JSON to /api/voice/calls/{channel}, signed with X-Liyagent-Signature: sha256=<HMAC-SHA256 of the body with the secret>:

{"call_id": "abc123", "caller": "+447700900001", "speech": "my VPN keeps dropping", "digits": ""}

The reply says what to speak and what to do next: {"say": "...", "gather": "speech" | "dtmf" | null, "hangup": true, "transfer": "+44..."}.

Settings#

Audit#

Each call writes voice.call.start, then any of voice.call.auth.ok, voice.call.auth.fail, voice.deflected, voice.ticket.create and voice.escalate. A refused request writes voice.call.refused. Caller numbers are masked in the log.