skyswitch-guide
SkySwitch UCaaS / Hosted PBX Integration
Velaro integrates with SkySwitch to deliver screen pops, call logging, and IVR hand-off for SkySwitch resellers and their sub-tenants. The integration uses the SkySwitch reseller API and is designed for managed service providers running multiple customer accounts under one SkySwitch platform.
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Setup
The SkySwitch integration does not have a self-serve configuration UI. Contact your Velaro account manager to initiate setup. Provide:
- Your SkySwitch reseller credentials or reseller API key
- A list of sub-tenants (customer accounts) to connect
- Which system of record Velaro should query for screen pops (Velaro CRM, HubSpot, Salesforce, or other connected CRM)
Your account manager will configure the integration per sub-tenant and validate with a test call before activating.
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How It Works
Velaro connects to the SkySwitch platform at the reseller level. When a call arrives at any configured sub-tenant, Velaro:
1. Receives the inbound call event from SkySwitch
2. Identifies the sub-tenant the call belongs to
3. Looks up the caller in that sub-tenant's connected system of record
4. Surfaces the matched record in the Velaro agent sidebar
Each sub-tenant has its own Velaro site configuration, so screen pop data and routing rules are isolated per customer account.
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Screen Pop on Inbound Calls
When a call rings, the agent sidebar displays:
| Field | Source |
|---|---|
| Caller name | CRM or Velaro contact record |
| Phone number | SkySwitch caller ID |
| Company | CRM |
| Open tickets | Velaro or connected ticketing system |
| Last conversation | Velaro conversation history |
| Custom fields | Configured per sub-tenant during setup |
If no match is found, the raw caller ID is shown with a manual search box.
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Call Logging
After each call, Velaro writes a call log entry to the configured system of record for that sub-tenant. The log includes direction, duration, outcome, agent name, timestamp, and any notes entered during the call.
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IVR Hand-Off with Context
If a sub-tenant uses Velaro IVR on their SkySwitch number, callers interact with the Velaro bot before reaching an agent. At transfer, the agent receives the full IVR transcript and any structured data collected (name, account number, reason for call) in the sidebar.
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Multi-Tenant Management
As a SkySwitch reseller, you manage multiple sub-tenants from a single Velaro reseller dashboard. Each sub-tenant appears as a separate site in your Velaro account. You can:
- View the integration status of each sub-tenant
- Review call activity logs per tenant
- Configure screen pop field mappings per tenant
Contact your account manager to add or remove sub-tenants from the integration.
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Use Cases
MSP running business phone for multiple clients — Each client's calls trigger screen pops from their own CRM. Agents handling shared queues always see the right customer record.
Auto dealer group — Each dealership is a SkySwitch sub-tenant. Service calls surface vehicle and appointment history from the dealer's DMS.
Healthcare group — Each clinic location is a sub-tenant. Patient calls surface the patient's record from the connected EHR before the call is answered.
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What AI Can Do
For sub-tenants using Velaro IVR, the AI bot can greet callers by name using the screen pop data, confirm appointment or account details, collect reason for call, and route to the correct team. The transcript is delivered to the agent at transfer.
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Troubleshooting
| Symptom | What to check |
|---|---|
| Screen pop not appearing for a sub-tenant | Confirm that sub-tenant is active in the integration. Contact your account manager — each sub-tenant must be individually configured. |
| Wrong record surfaced | The lookup uses the SkySwitch caller ID. Check that the CRM phone number format matches (country code, no extensions). |
| Call logs missing | Check Settings → Integrations → SkySwitch → Activity for that sub-tenant's site. Look for auth or write errors. |
| IVR transcript missing at transfer | Confirm the SkySwitch number is registered as a Velaro IVR entry point for that sub-tenant. Escalate to Velaro support if recently added. |
Contact Velaro support at support@velaro.com with your SkySwitch reseller account name and the affected sub-tenant name.
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