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

VoiceLink

Build an IVR with menus, hours & holidays

Create a greeting, add menu options, and route differently after hours/holidays.

22 min Intermediate Contact Center Admin Updated Sep 19, 2025
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IVR builder
Drag-and-drop IVR blocks

Overview

Create a greeting, add menu options, and route differently after hours/holidays.

Prerequisites

None.

Permissions required

telephony:configure ivr:write

Steps (3)

Estimated: 22 min
  1. 1

    Create an entrypoint

    Admin 5 min Back to top

    Routing → IVR → **New**. Record or upload a greeting; pick TTS voice if preferred.

    Tips

    —

    Validation

    —

    Success criteria

    —

  2. 2

    Add menu and gather

    Admin 7 min Back to top

    Add **Menu** block with 1=Sales, 2=Support. Use **Gather** to collect DTMF and branch.

    Tips

    —

    Validation

    —

    Success criteria

    —

  3. 3

    Define hours & holidays

    Admin 6 min Back to top

    Add **Business Hours** and **Holiday** blocks. Route after-hours to voicemail or callback queue.

    Tips

    —

    Validation

    —

    Success criteria

    • Test calls follow the correct path during/after hours.

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.