Complete reference

Workspace reference

Every screen, dialog and status in MediaSFU Support, with the labels you see in the app. New here? Start with the quick start.

Overview

Your home screen after sign-in. Open it with Overview in the top navigation.

Header

Notification bell: Recent alerts for your workspace.
Gear icon: Opens Notification settings.
Open call workspace: Goes to the call workspace.
Log out: In the top navigation, at the far right. Overview has no separate logout button.

Tabs

Overview: Telephony status (Telephony ready or Telephony access required), call totals, available agents, calls that need review, Workspace readiness and Recent call activity.
Profile: Your account information.
Call Logs: Call history with search (Find a call) and Refresh Logs. See Call history.
Sub Users: Your team and their availability. See Team.
Analytics: Call Analytics for your recent calls.
System Management: Assignment, working hours and escalation. See Workspace settings.

Which tabs you see depends on your role and whether telephony is enabled.

Call workspace

Where calls are placed, answered and managed. Open it with Call center in the top navigation.

Header, left to right

Status badges: Room and call state, for example Call room off, Ready for Calls, Media connected or Call in Progress with a timer.
Status menu: Your availability. See Availability.
Notification bell: Alerts about calls and assignments.
Gear icon (Advanced call management): Opens Call management. See Call management.
People icon (Manage agents): Opens Manage agents. See Agents.
Prepare call room: Opens a room with your microphone ready. See Call room.
Guided call: Dial with room choice and AI support. See Guided call.
Quick call: Dial a number straight away. See Quick call.

Below the header

The filter bar and the call queue, then the main call panel. When no call is open, the panel shows No call in progress and an Open dialpad button.

If you move to another page during a live call, a Return to call button appears at the top of every page.

Availability

Use the status menu in the call workspace header. New calls are only offered to people who are Available.

Available: Ready for calls and assignments.
Busy: Signed in but not taking new calls.
Take Break: Short pause; you stay signed in.
Go Offline: Not taking calls.

When you are offline or busy, a banner shows You are currently OFFLINE (or BUSY) with a Go Online or Set Available button.

To sign out, use Log out in the top navigation. Team members (sub-users) are set offline first, so no more calls are sent to them.

Call room

The call room carries your microphone into calls you place. Preparing it first means your audio is live as soon as the other side answers.

Select Prepare call room.
Allow microphone access if the browser asks. The header badge changes from Call room off.
To finish, select Close Room (the same button while a room is open).

A Select Room Duration prompt may ask how long the room should last: Quick Call (5 min), Short Call (15), Standard Call (30) or Extended Call (60). Tick Remember My Choice to skip it for the rest of the day, week, month or year.

Quick call and dialpad

Quick call

Select Quick call.
Enter To Number in international format, for example +15551234567.
Check Calling from (Caller ID). See Caller ID.
Select Call Now.

Dialpad

Open it with Open dialpad in the empty call panel, or from the call dialogs. You can also type on your keyboard while it is open.

Clear empties the number; Backspace removes the last digit.
Press Esc to hide it.

Guided call

One form that lets you choose the room a call runs in, including a room an AI agent handles.

Select Guided call.
Enter Phone Number, or use the dialpad.
Enter Caller ID (Your Number). See Caller ID.
Choose a Room Selection, then select Call.

Use Active Media Room (Recommended): Runs the call in the room you already have open. Tick Start call with my audio to speak from the start.
Create Fresh Room (Bot Call): A new room for a call the AI agent handles.
Create New Room: A new room for this call only.

Caller ID

Every outbound call goes out from one of your account's own MediaSFU numbers. Numbers are managed in your MediaSFU dashboard.

Caller ID (Your Number) and Calling from (Caller ID) list your numbers that have outgoing calls turned on. The last one you used is selected for you.
There is no default number. If the account has none, the dialog says No numbers can place calls yet and the call button stays off until you add one and select Check again.
If your numbers cannot be loaded, or you are a team member without numbers of your own, the field is a text box instead: type the number in international format, for example +15551234567. Recent numbers are under Recent Caller IDs.

"Choose one of your MediaSFU numbers as the caller ID": Pick a number from the list.
"Enter the number you are calling from…": The text box is empty. Enter one of your MediaSFU numbers.
"Invalid caller ID format": Add the plus sign and country code.
"Caller ID must be between 7-15 digits": Remove spaces or extra digits.

Call queue and filters

Filter bar

Critical only: Shows only urgent calls and calls with an active room.
Search calls...: Matches numbers, names and call details.
All Statuses: Initiating, Ringing, Answered, Connected, Terminating, Terminated, Failed.
All Directions: Inbound or Outbound.
All Priorities: Critical, High, Medium, Low, Background.
All Assignments: Unassigned, Assigned, My Assignments, Active Media.
Sort: Start Time, Status, Direction or Caller ID.

Active filters show as chips with a count such as "3 of 12 calls shown". Clear all removes them.

Call cards

Direction: Incoming or Outgoing. URGENT marks critical calls.
Status pill: RINGING, CONNECTING, ON HOLD and so on. On hold, the card says Caller is hearing hold music.
Expand shows Call Information; Minimize hides it.

Call controls

Main call panel

Hold / Resume: Pauses the call; the caller hears hold music. Hold Call Options can add a Hold Message and Pause Recording During Hold, then Place on Hold.
Transfer: Opens Cold transfer. See Transfer and assign.
Join: Joins the call room so you can speak.
End call: Hangs up for everyone.

Panel states: Ringing, Connecting, Connected, On hold, Waiting for a human, Call ended, Call failed.

Call card buttons

Join Call / Join Media: Joins the call or its media room. Shows In Media Room once you are in.
End: Hangs up.
Hold / Resume: Same as the main panel.
Transfer: Opens Cold transfer.
Assign: Opens Assign call.
Notes: Opens Support notes.
Transcript & summary: Opens the call's transcript and summary.
Callback: Calls back a customer who asked for a callback. A check mark shows once it is done.
Advanced: Opens Advanced SIP Controls: play audio or text-to-speech into the call, set the Human Participant Name, and callback options.

Microphone and audio

Device / Select Microphone: Choose which microphone the call uses.
Microphone button: Mute and unmute yourself.
Room Audio: Start or stop listening to the room.
Enable Mic: Turns your microphone on if it is off or blocked.
Take Control: Takes control of the call, so you lead it from this room.
Disconnect: Leaves the media room.

To listen in on a call, use Monitor Call: Join & Listen keeps you silent, Join & Speak lets you talk.

Transfer and assign

Cold transfer

Select Transfer on the call.
In Transfer to, choose an agent. The list shows how many are available.
Optional: add a Message to play before transfer, tick Pause recording during transfer, and leave a note for the receiving agent.
Select Transfer.

Assign call

Gives a call to a teammate without transferring the audio yet.

Select Assign on the call card.
Choose the Agent. Optionally add a note, Add target agent to call handlers or Remove current agent from call handlers.
Select Assign. The call shows under My Assignments for that person.

Notes and transcripts

Support notes

Select Notes on a call. Notes stay with the call for everyone on your team.

Pick a category (General, Urgent, Issue, Resolved, Info), write the note, then Add Note.
Use Search notes... to find one, and Copy to copy it.

Transcript & summary

Select Transcript & summary on a call.

Summary tab: a short summary of the call. Copy Summary copies it.
Transcript tab: every line, filterable by speaker with All Speakers. Copy Transcript copies it.

Agents and AI agents

Manage agents

Select the people icon in the call workspace header. Choose who can take calls: turn Eligible for Assignment on or off for each person, or Assign a call to them.

Call management

Select the gear icon (Advanced call management). It shows agent availability and the calls waiting for one.

Agents tab: who is Available and who is Busy.
Queue tab: Pending calls; use Assign to… to hand one out.
Refresh reloads both.

AI agent on a call

Start Agent / Stop Agent: Starts or stops the AI agent on this call.
To Agent: Hands the conversation to the AI agent.
To Human: Hands the conversation from the AI agent to a person.
Bot Audio: Choose whether the agent is heard by all participants or only the caller.

AI agents themselves (voice, instructions, behaviour) are set up in your MediaSFU account, not in this workspace.

Call history

Open Overview, then Call Logs.
Use Find a call to search, and Refresh Logs for the latest.
Open Analytics for Call Analytics across recent calls.

Call recordings are deleted 72 hours after the call. Copy anything you need to keep (notes, summary, transcript) before then.

Team

The Sub Users tab on Overview (Team & availability) lists your Team Members and their status.

View Details shows a person's role, status, skills and call limits.
Refresh picks up people added or removed in your MediaSFU account dashboard.

Workspace settings

System Management

Call Assignment Rules: Auto Assignment, Assignment Method, skill matching, Respect Working Hours, Max Queue Size, Call Timeout (minutes), Max Concurrent Calls Per Agent, Timezone.
Queue Statistics: Current queue, average wait, peak today.
Agent Overview: Per-person settings such as Eligible for Assignment, Auto Assign Calls and Max Concurrent Calls.
Working Hours Management: Default start and end time and working days.
Escalation Rules: Enable Escalation, Escalate After (minutes), Escalate to Supervisor.

Select Save Changes when you are done. The button reads No Changes to Save until you edit something.

Numbers, SIP and telephony access

Phone numbers, SIP configuration and telephony activation are managed in your MediaSFU dashboard. After enabling telephony there, select I enabled it - check access on the activation page.

Troubleshooting

Step-by-step fixes for audio, caller ID, missing calls and assignments are in the quick start troubleshooting.

Something not working? Start with the troubleshooting checks.

Troubleshooting Open call workspace