Architecture overview

Fluent speech is one layer—not the authority model.

VoiceDesk separates provider transport, media, speech, dialogue, approved knowledge, task state, business actions and human custody so every layer can fail or change without silently inheriting another layer's authority.

System path

From provider event to governed outcome

1 · Telephony ingress

An authorized provider or compatible adapter creates a Contact Session and binds the exact public origin, signature and connector policy.

2 · Media and speech

Bidirectional audio, turn detection, ASR and TTS remain provider-neutral interfaces with their own counters, errors and latency evidence.

3 · Dialogue and task state

The dialogue collects only the fields selected by the task. A model may propose a candidate interpretation; it does not receive business-action authority.

4 · Knowledge and policy

Approved facts carry tenant, workspace, source and freshness. Policy decides whether the system may answer, draft, confirm, execute or hand off.

5 · Action and readback

A business write is a separate, idempotent operation. VoiceDesk can confirm success only after an authorized system returns a valid result.

State separation

Contact, work and action evolve independently

VoiceContactSession owns the telephone and media lifecycle. The Reception Work Item owns queue and human custody. The Business Action owns confirmation, policy and execution. The Voice Call retains dialogue context without collapsing those responsibilities.

This separation enables a human to accept work while AI still owns media, or to enter after-call work without implying that a customer request was fulfilled.

Controlled knowledge

Knowing is a versioned data path

VoiceDesk does not treat fluent model memory as company truth. Business hours, locations, policies and process instructions come from approved resources with scope, validity and provenance. Unknown remains unknown.

Authority

The model is a candidate, not an executor

Model routing and output can help infer intent or draft a response. Product policy remains the authority for tools, business writes, confirmation and handoff. High-risk operations stay human-only until a separately measured workflow justifies more.

Deployment boundary

Current Preview architecture is not a production claim

The current source includes managed identity, PostgreSQL schema/RLS foundations, trusted proxy boundaries, Twilio-compatible ingress, browser softphone candidates and evidence runners. Real production identity, representative data, backup/recovery, scale, SLA and full provider failover remain separate validation work.

See the current evidence state before interpreting any architecture statement as a deployed capability.