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

VoiceLink

Set up the WebRTC softphone & devices

Enable the in-browser phone, select mic/speaker, and test call quality.

10 min Beginner Agent, IT Support Updated Sep 19, 2025
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Overview

Enable the in-browser phone, select mic/speaker, and test call quality.

Prerequisites

None.

Permissions required

agent:login

Steps (3)

Estimated: 10 min
  1. 1

    Enable microphone permissions

    Agent 2 min Back to top

    Open Agent Desk → Callbar. Browser prompts for mic permission — click **Allow**.

    Tips

    —

    Validation

    —

    Success criteria

    —

  2. 2

    Pick input/output devices

    Agent 4 min Back to top

    From the callbar, choose your headset microphone and speakers. Use **Test** to play/record.

    Tips

    —

    Validation

    • Loopback test plays back your recorded audio clearly.

    Success criteria

    —

  3. 3

    Run a quality check

    IT/Agent 4 min Back to top

    Start a **Test Call**. Verify MOS ≥ 3.5 and no significant jitter. Switch networks if needed.

    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.