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

VoiceLink

Use supervisor tools: monitor, whisper & barge

Monitor live calls, coach agents privately, or join when needed. Track service levels on the wallboard.

12 min Intermediate Supervisor, QA Updated Sep 19, 2025
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Overview

Monitor live calls, coach agents privately, or join when needed. Track service levels on the wallboard.

Prerequisites

None.

Permissions required

supervisor:monitor

Steps (2)

Estimated: 12 min
  1. 1

    Open Live Monitor

    Supervisor 4 min Back to top

    Supervisor → Live. Filter by queue/skill; click a call to **Monitor**.

    Tips

    —

    Validation

    —

    Success criteria

    —

  2. 2

    Whisper or barge

    Supervisor 4 min Back to top

    Use **Whisper** to coach the agent only; use **Barge** to join the call when escalation is needed.

    Tips

    —

    Validation

    —

    Success criteria

    • Disposition reflects assisted outcome; QA notes saved.

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.