Ticketing
Ziqme Helpdesk
Calls open tickets on the phone channel, in the helpdesk you already run.
Shipped and planned, marked separately
What Ziqme Voice does today
The first two sections run on real calls now. The last section does not exist yet. Voice is still early access — it is set up with us rather than bought.
Answers in the caller's language
The persona instructs Voice to detect the language from the first words and follow the caller's switches. A guard instructs it not to use another language. English and Persian are verified on real calls.
Real-time call reception
Speech to speech, without a transcription pause in the middle: the assistant greets the caller, works out what they want and talks it through with them.
Grounded in your knowledge base
Before answering, Voice can retrieve passages from your tenant knowledge base. The model uses them as context and may paraphrase them, so retrieval helps grounding without guaranteeing exact wording.
Outbound-only connection
Your Asterisk opens both the control channel and the audio stream to us over 443. Nothing is forwarded in, no VPN is built, and no NAT rule is written. If you have integrated a phone system before, this is the part that usually takes a week.
Calls that end as tickets
A call can open a ticket in the helpdesk you already run, on the phone channel, carrying the number, start and end times and any transcript produced and handed off.
A persona you configure yourself
Company name, a description of the business, opening hours, facts it is allowed to state and free-form instructions — six fields on a settings page, saved without an engineer.
Also working today
Connect your PBX yourself
Add a site in the admin UI and you get a generated site ID, a secret shown once, and ready-to-paste Asterisk configuration blocks. Nothing is hand-delivered by an operator.
Secret rotation with an overlap
Rotate a site secret and choose how long the previous one stays valid — immediate, an hour, or up to seven days — so the PBX keeps connecting while you roll the new one out.
Approval before the first call
A call is only answered if an AI provider is on record as approved for voice for that tenant, matched on provider, model, deployment and processing region. No match means the call is refused, not downgraded.
Transcripts when produced
When the media provider produces a transcript and hands it off, Voice can include it in the ticket. Do not assume every call will have a complete transcript.
Calls and minutes, counted
Calls per month and minutes per month are metered per tenant, so usage is visible well before there is anything to bill. Metering only — the caps that would enforce it are still planned.
It says it is an assistant
The persona instructs the assistant to say it is automated when asked. This is a model guardrail, not an absolute guarantee.
What Voice needs on your side
Two of these disqualify some setups outright, so they are here rather than in a footnote.
Asterisk 22.8+, or 20.18+ on the 20 line
Those releases added the WebSocket media transport Voice uses. Stock FreePBX ships an older build. Nothing checks the version for you: an older PBX will connect and then carry no audio.
Outbound HTTPS on 443
That is the whole network requirement. Nothing inbound: no port forward, no public IP, no VPN and no NAT rules.
Asterisk specifically
SIP trunks and other PBXs are not supported yet. If your phone system is not Asterisk, Voice cannot reach it today.
Not built yet
None of the following exists. It is listed so you can see the shape of what is missing before you plan around it.
- Appointment bookingNo calendar is connected, so Voice cannot read availability, confirm a slot or hold one.
- Hours, departments and transfersOpening hours exist only as something the assistant can say out loud. There is no routing logic, no department model and no transfer.
- Callback fallbackWhen the assistant cannot help, the call ends with a ticket — not with a promise to ring the caller back.
- Provisioning phone numbersZiqme does not sell or allocate numbers. Bring your own line into your own PBX.
- Forwarding an existing numberPointing your reception line at Voice is something you arrange on your own carrier, not something Voice does for you.
- SIP trunks and other PBXsToday it is Asterisk or nothing. Direct SIP and non-Asterisk systems are tracked as issue #2449.
- Recording and consentStorage is provisioned, but no call recording is implemented and no consent mode is offered. Do not plan a recording obligation around Voice yet.
- Call analyticsCalls and minutes are counted, but there is no dashboard over them: no answer rate, no deflection, no per-language breakdown.
- Caps and a kill switchNo spend cap, no per-tenant concurrency cap and no operator kill switch. Usage is measured, not limited.
Works with what you already run
Voice brings no second stack
It has no knowledge base of its own, no ticket schema of its own and no phone platform of its own. It uses yours.
Knowledge
Ziqme Knowledge
Spoken answers are retrieved from the same approved articles your help centre serves.
Telephony
Asterisk
The PBX you already operate, on 22.8+ or 20.18+. Paste the generated config and it connects itself outbound.
Where it helps today
The calls you would rather not lose
Three things Voice does now — not a roadmap, and not a list of what it might do next.
A line that answers whoever calls it
Multilingual customers, one number. The assistant matches the caller instead of asking them to press a digit for a language.
- No language menu to sit through
- Callers are answered in their own words
- One number covers a mixed customer base
Questions your articles already answer
Opening times, process questions and how-to questions — answered with retrieved tenant knowledge as model context rather than queued for an agent.
- Routine questions stop reaching agents
- Spoken answers match your written ones
- Retrieval gives the model tenant-specific context
Phone requests that should have been tickets
Calls that would have become a sticky note can become a ticket instead, with the number, times and any transcript handed off.
- Nothing depends on someone retyping a voicemail
- The request arrives with its context
- It lands in the queue you already work
How it differs
Not an IVR, and not a carrier
Phone menus make the caller do the routing, and most AI phone products make you buy their line. Voice does neither.
CapabilityZiqme VoiceLegacy tools
Understanding the caller
Natural speech in whatever language the caller used, matched automatically
Press 1 for sales, press 2 for support
What is left after the call
A ticket in your existing helpdesk with the transcript of what was asked
A voicemail somebody has to listen to and retype
What you have to open on the firewall
Nothing. Your Asterisk dials out over 443 — no inbound port, no VPN
A SIP trunk, a public IP and firewall rules to maintain
What we can promise about your calls today
Only the controls that exist. Recording, consent modes and retention schedules are not implemented, and this page will not imply otherwise until they are.
- A call is refused unless an AI provider is approved for voice for your tenant — fail-closed, with no unapproved fallback
- Your network accepts nothing inbound; both connections are outbound TLS with certificate and hostname verified
- Site secrets rotate with an overlap window you choose, from immediate to seven days
Voice is not on sale on its own yet
It is set up tenant by tenant from the early-access list. Tell us about your phone setup and we will tell you honestly whether it fits.