Velaro Telephony & CTI — How It All Fits Together

Velaro connects to phone systems in two directions, and most providers below do both:

1. Inbound screen pop — when a call rings, Velaro looks up the caller (by phone number) in your connected CRM or Velaro contacts, and surfaces their record in the agent sidebar before the call is answered.

2. Outbound click-to-dial (CTI) — agents dial out from a CRM record or the Velaro sidebar without switching apps.

Every provider also writes a call log entry back to your CRM after each call (direction, duration, outcome, agent, timestamp, notes), and any provider paired with Velaro IVR hands off the full conversation transcript and collected data (name, account number, reason for call) to the agent at transfer time.

Choosing a provider

Self-serve vs. account-manager setup

Velaro Voice and NetSuite CTI are self-serve — connect and configure entirely from Integrations in your Velaro account, no support ticket required.

Teams Phone, SkySwitch, and Nextiva require your Velaro account manager to configure the connection (Azure app registration, reseller API keys, or SDK deployment respectively) — see each provider's guide for what to have ready when you contact support.

NetSuite CTI is different from the others

The other four providers push events TO Velaro (Velaro receives a webhook or SDK event when a call happens). NetSuite CTI works the opposite way: NetSuite's own Telephony Integration feature navigates the agent's browser to a Velaro-hosted URL when they click a phone number on a NetSuite record — a plain client-side link, not a server callback. That's why NetSuite CTI setup is a single URL you generate once in Velaro and paste into NetSuite, rather than an API key exchange. See the NetSuite Bot Knowledge Guide's Click-to-Dial section for the exact steps.

Troubleshooting checklist (applies to every provider)

1. Confirm the underlying phone system connection is active — check that provider's Activity tab in Settings → Integrations for auth or write errors.

2. Confirm the caller's phone number format matches what's stored in your CRM (country code, no extensions) — mismatched formats are the most common reason a screen pop shows the wrong record or none at all.

3. Confirm your CRM connection itself is healthy (separate from the phone integration) — a screen pop failure is sometimes actually a CRM auth failure.

4. For IVR hand-off gaps, confirm the number is registered as a Velaro IVR entry point.

Provider-specific guides: Velaro Voice Guide, Teams Phone Guide, SkySwitch Guide, Nextiva Guide, NetSuite Bot Knowledge Guide (Click-to-Dial section).