Velaro Telephony & CTI — How It All Fits Together

Velaro connects to phone systems in two directions:

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.

Not every provider supports both, and several are still being built. The status table below is the authoritative list. Where a provider supports a direction, Velaro also writes a call log entry to your CRM after the call, and any provider paired with Velaro IVR hands the full conversation transcript and collected data to the agent at transfer time.

Provider Status

"In development" means Velaro has built the provider inside its telephony layer but call events do not yet flow, so no screen pop will appear and no call will be placed. Please do not plan a go-live around a provider marked in development until Velaro confirms it has shipped.

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.

Teams Phone is self-serve to configure but needs an Azure app registration approved by your Microsoft 365 admin.

SkySwitch requires your Velaro account manager to configure the webhook connection.

NetSuite CTI Is Different From the Others

The other providers push events TO Velaro. 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. That is a client-side link, not a server callback, which is why setup is a single URL you generate once in Velaro and paste into NetSuite rather than an API key exchange.

Two important limits:

• The click-to-dial URL only places a call through phone systems whose outbound dialling is implemented, which today means Velaro Voice (Twilio) and SkySwitch. On other providers it returns an "not supported" response rather than dialling.
• Whether NetSuite also calls this URL automatically on an inbound call for screen pop is not confirmed. Oracle's published documentation only covers the outbound click-to-dial use. Do not rely on NetSuite-driven automatic inbound screen pop. Inbound screen pop into the Velaro agent sidebar is driven by the phone provider (SkySwitch or Teams Phone), not by NetSuite.

See the NetSuite Bot Knowledge Guide's Click-to-Dial section for the exact setup steps.

Troubleshooting Checklist

1. Confirm the provider you are using is marked live in the status table above. A provider in development will never produce a screen pop, and that is expected behaviour rather than a fault.

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

3. Confirm the caller's phone number format matches what is 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.

4. Confirm your CRM connection itself is healthy, separately from the phone integration. A screen pop failure is sometimes actually a CRM auth failure.

5. 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, Zoom Phone Guide, Nextiva Guide, NetSuite Bot Knowledge Guide (Click-to-Dial section).