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

VoiceLink

Configure queues, skills & callbacks

Create skill-based routing with sticky agents and offer scheduled callbacks.

25 min Intermediate Supervisor, WFM Updated Sep 19, 2025
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Overview

Create skill-based routing with sticky agents and offer scheduled callbacks.

Prerequisites

None.

Permissions required

routing:write agents:manage

Steps (3)

Estimated: 25 min
  1. 1

    Create queues & skills

    Supervisor 8 min Back to top

    Routing → Queues → **New**. Add skills ("billing", "tier2") and priorities. Assign agents.

    Tips

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    Validation

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    Success criteria

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  2. 2

    Enable sticky routing

    Supervisor 4 min Back to top

    Toggle **Sticky Agent** to route returning callers to the last agent when available.

    Tips

    —

    Validation

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    Success criteria

    —

  3. 3

    Offer callbacks

    Supervisor 6 min Back to top

    In queue settings, enable **Callback Offer** after N seconds. Configure window and time slots.

    Tips

    —

    Validation

    —

    Success criteria

    • ASA improves and abandon rate decreases week over week.

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.