Velaxe
VoiceLink — Telephony Core: WebRTC, SIP/PSTN, IVR, Recording & Transcripts | Velaxe

VoiceLink

Log calls to Salesforce or Zendesk automatically

Create a case/ticket with recording and transcript links from every call.

12 min Beginner Support Admin, Sales Ops Updated Sep 19, 2025
View App All Guides

Overview

Create a case/ticket with recording and transcript links from every call.

Prerequisites

  • Salesforce or Zendesk integration connected

Permissions required

integrations:configure

Steps (2)

Estimated: 12 min
  1. 1

    Map call fields to CRM

    Admin 6 min Back to top

    Integrations → choose Salesforce/Zendesk. Map caller → contact, disposition → status, and attach recording/transcript URLs.

    Tips

    —

    Validation

    —

    Success criteria

    —

  2. 2

    Test round-trip

    Support Admin 6 min Back to top

    Place a test call; confirm case/ticket creation and links unfurl correctly in the CRM.

    Tips

    —

    Validation

    —

    Success criteria

    —

About this guide

VoiceLink is the reliable voice layer for Velaxe. Spin up a WebRTC softphone, connect SIP/PSTN trunks, configure IVR and skills routing, and record calls with PCI pause/resume and redaction. Transcribe audio with leading STT engines and surface key phrases, sentiment, and dispositions.

Agents work calls inside Agent Desk with screen-pop, notes, and wrap-up codes. Automate escalations and callbacks via FlowForge, store recordings in SecureStore with region pinning, and analyze service levels and MOS quality in InsightLake.

Built for compliance, performance, and scale—STIR/SHAKEN, consent prompts, granular retention, and Prometheus-friendly /metrics out of the box.