Get your team on calls

1. Enable telephony

If Overview shows Telephony access required, telephony is not on for this account yet.

1. Select Open MediaSFU dashboard on the activation page, signed in with the same account.
2. Enable telephony access there.
3. Come back and select I enabled it - check access. Overview then shows Telephony ready.

2. Get your numbers and SIP setup ready

Phone numbers and SIP configuration are managed in your account on the MediaSFU dashboard, not in this workspace.

3. Check your team

1. Open Overview from the top navigation, then the Sub Users tab.
2. Confirm each operator is listed under Team Members. Select View Details to see their role, status and call limits.

4. Set how calls are assigned

1. Open the System Management tab on Overview.
2. Under Call Assignment Rules, set Auto Assignment, Assignment Method, Max Concurrent Calls Per Agent and Timezone.
3. Set your hours under Working Hours Management and, if you want unanswered calls escalated, turn on Enable Escalation under Escalation Rules.
4. Select Save Changes.

5. Make a test call

Place one call to a phone you have with you and check audio both ways. Follow Make your first call.

Get ready to take calls

1. Sign in with your own account. Do not share accounts: calls, notes and assignments are tracked per person.
2. Select Call center in the top navigation (or Open call workspace on Overview).
3. Set your status with the menu at the top of Call workspace: Available, Busy, Take Break or Go Offline. Only Available people are offered new calls.
4. Allow microphone access when the browser asks. Use a headset if you can.

Prepare the call room

The call room is where your microphone joins the call. Prepare it before you place calls so your audio is ready when the other side answers.

1. Select Prepare call room. The Call room off badge changes once the room is up.
2. When you are done for the session, select Close Room (the same button, renamed while a room is open).

Place a quick call

1. Select Quick call at the top of the call workspace.
2. Enter To Number in international format, for example +15551234567.
3. In Calling from (Caller ID), pick the number to call from. The list shows your account's MediaSFU numbers that can place calls, with the last one you used already selected.
4. Select Call Now. If asked for a room length in Select Room Duration, pick one; tick Remember My Choice to skip this next time.

During the call

The call shows in the queue and opens in the main panel. The panel shows the state: Ringing, Connecting, Connected, On hold.

• Hold / Resume: the caller hears hold music while held.
• Transfer: hand the call to a teammate (opens Cold transfer).
• End call: hangs up for everyone.
• Mute and microphone choice are in the media controls next to the call.

After the call

1. Select Notes on the call card to add what happened in Support notes. Notes stay with the call for your whole team.
2. Select Transcript & summary on the call card to read the summary and transcript, and copy them if needed.
3. Check the call appears under Call Logs on Overview.

1. Incoming calls appear in the queue marked Incoming, with a RINGING status while they wait.
2. Select the call to open it, then Join Call (or Join in the main panel) to speak with the caller.
3. If an AI agent answered first, read its Transcript & summary before you speak, so the caller does not repeat themselves. To Human moves the call from the AI agent to a person.
4. Finish with notes, as in After the call.

The caller cannot hear me

1. Check the browser has microphone permission for this site.
2. In the media controls, open Device / Select Microphone and pick your headset.
3. If you see Enable Mic or Microphone Required for Control, select it and allow access.
4. Make sure you are not muted, and close other apps that may be using the microphone.

I cannot hear the caller

1. Check Room Audio in the media controls is on.
2. Check your computer's output device and volume.
3. If the status shows ON HOLD, select Resume.

The call will not start

No numbers can place calls yet

The account has no number with outgoing calls on. An admin adds one in the MediaSFU dashboard; then select Check again.

"Choose one of your MediaSFU numbers as the caller ID"

Pick a number from the Calling from (Caller ID) list.

"Enter the number you are calling from"

Shown when the caller ID is a text box (numbers could not be loaded). Type one of your account's MediaSFU numbers.

"Invalid caller ID format"

Use international format with a plus sign, for example +15551234567.

"Caller ID must be between 7-15 digits"

Remove spaces or extra digits and try again.

Telephony access required

An admin needs to enable telephony. See Admin quick start.

I am not getting any calls

1. Set your status to Available.
2. Ask an admin to check you are Eligible for Assignment in Manage agents.
3. Check Auto Assignment is on under System Management.

A call is missing from the list

1. If you see No calls match these filters, select Clear filters.
2. Turn off Critical only, which hides everything except urgent calls and calls with an active room.

Contacting support

Include the time, the call direction, the status you saw, the steps you tried and any error text. Never send passwords, API keys, SIP secrets or customer details.