MediaSFU Support guides

MediaSFU Support is a customer-support telephony workspace from MediaSFU. It gives support teams one place for SIP and PSTN calling, operator queues, AI voice workflows, context-preserving handoffs from AI to a human operator, and post-call review through call logs, transcripts and notes.

No. The product overview, documentation hub, user guide and operator manual are public and can be read without an account. Only the dashboard and call center require signing in with a MediaSFU account that has the appropriate telephony access.

Three things: account access, so administrators and operators can sign in with the correct MediaSFU accounts; calling readiness, meaning the supported SIP configuration and inbound or outbound routing are available; and team readiness, meaning operator roles, availability and escalation responsibilities are understood. Administrators then connect calling, invite the team, and validate the workflow with a controlled test call.

Check, in order, that the operator is signed in to the intended workspace, that their availability or queue status is set correctly, and that they hold the required role and telephony access. Refresh live state only after checking whether another active session is already using the same account.

Confirm the browser has microphone permission, check the selected microphone and speaker devices, and check mute, hold and system-level audio state. Test the devices outside the call before changing any provider configuration. When audio quality changes mid-call, change one control at a time and verify the result before continuing.

Include the time, the workspace, the direction of the call, the visible call state, the affected operator, the steps already attempted, and any safe error message. Never include passwords, API keys, SIP secrets, access tokens or private customer information.