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

VoiceLink

Turn voicemails into tickets & tasks automatically

Transcribe voicemails, create tickets, and schedule callbacks or tasks.

15 min Beginner Support Lead, Supervisor Updated Sep 19, 2025
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Overview

Transcribe voicemails, create tickets, and schedule callbacks or tasks.

Prerequisites

None.

Permissions required

tickets:create tasks:create

Steps (3)

Estimated: 15 min
  1. 1

    Enable transcription for voicemail

    Admin 4 min Back to top

    Voicemail → Settings → **Transcribe messages** and attach transcript to ticket.

    Tips

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    Validation

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    Success criteria

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  2. 2

    Create FlowForge rule

    Supervisor 6 min Back to top

    If **voicemail.received** then create a ticket in Agent Desk and an ActionDesk task if sentiment < 0.2.

    Tips

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    Validation

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    Success criteria

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  3. 3

    Offer callback automatically

    Supervisor 5 min Back to top

    Add a rule to schedule a callback and notify the owning queue on Slack.

    Tips

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    Validation

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    Success criteria

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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.