Can AI agents escalate to live agents with context?

Yes. AI workflows can route complex calls to operators with conversation context and event history for smoother handoff.

Does this work with existing SIP or PSTN infrastructure?

Yes. Teams can integrate existing telephony paths and roll out in phases without replacing all systems at once.

What should support teams deploy first?

A common first step is AI triage for repetitive intents, followed by operator escalation workflows and outbound campaigns.

All Solutions

Scale AI Voice Support with Human Handoff

Modern call center operations with AI and telephony control

Run support and sales operations with AI voice triage, click-to-call, SIP/PSTN workflows, and live operator takeover from one platform.

Get Started Free See Demo

<300msAI Response

60%Call Deflection

50+Concurrent Calls

24/7Availability

Ready-to-Use Workflows

Available on all MediaSFU platforms: iOS, macOS, Android, Windows, Linux, and Web.

Cloud/Soft Phone

Inbound and outbound browser telephony from Lite Dashboard Calls.

AI Outbound Campaigns

Launch campaign and agent flows from the AI Agents workspace.

Contacts + CRM Sync

Manage contacts and CRM integrations in Lite Dashboard Contacts.

Team Customer Care Workspace

Team routing, assignment, and human takeover management.

The Challenge

Hold times frustrate customers. Agents burn out on repetitive questions. Scaling during peaks is expensive. Integration with CRMs is painful.

Our Solution

MediaSFU AI agents handle tier-1 support instantly. Human agents get full context for complex issues, and telephony.mediasfu.com gives teams assignment controls, queue routing, and live agent management for escalations. CRM syncs automatically. Scale to 50+ concurrent calls effortlessly.

Key Capabilities

AI Voice Agents

Natural conversation powered by GPT-4. Handle FAQs, check order status, schedule appointments, and more.

SIP/PSTN Integration

Connect your existing phone infrastructure. No bridge fees, global coverage, smart routing.

Outbound Campaigns

Automated outreach for renewals, collections, and surveys. AI scripts with human handoff.

Smart Agent Routing

Route calls by skill, language, or priority. Auto-assign to live agents and escalate from AI to humans with full context when needed.

Real-Time Analytics

Monitor call volume, wait times, resolution rates, and agent performance in real-time.

Call Recording & Transcripts

Every call recorded and transcribed. Search by keyword, flag for QA review.

Powered By

This solution uses the following MediaSFU products

MediaSFU Voice

WebRTC calling & widgets

MediaSFU Agents

AI-powered voice bots

Try It Now

Ready-made features you can test right away

Preview the Dashboards

Calls Dashboard

Cloud VoIP phone system — make and receive calls directly from the browser.

1 / 7 — Call Room Overview

📞 Outgoing Call Room🟢 Room Active

🎤 Create Voice Room📱 Quick Call 30 min ▾

📞

outgoing_room_a1b2c3

📞 Call in Progress🟢 Connected🎤 Mic On

From Number

+1 (555) 867-5309

Call Status

🟢 Active — 03:42

Calling

+1 (415) 123-4567

Duration

03:42

🔴 End Call

2 / 7 — Multi-Step Dialer

From Number

2 To Number

3 Choose Mode

From:+1 (555) 867-5309

+1 (415) 123-45

2ABC

3DEF

4GHI

5JKL

6MNO

7PQRS

8TUV

9WXYZ

📞 Make Call

Step 3 — Choose Call Mode

🤖

Bot Call

AI agent auto-handles the conversation

✓ Recommended

👤

Voice Call

Direct talk via your voice room

Requires room

3 / 7 — Call Progress

📞 Outgoing Call Room🟢 Room Active

📞Dialing

🔗Resolving

🔔Ringing

📡Connecting

✅Connected

📡

CONNECTING

Calling +1 (415) 123-4567 — see the progress overlay on the room above.

📞

outgoing_room_a1b2c3

📞 Call in Progress🟢 Connected

4 / 7 — MediaSFU Room Controls

MediaSFU Room

outgoing_room_a1b2c3

📞 Active Call in ProgressConnected call to +1 (415) 123-4567

🟢 Connected 3 participantsvoipusersip_agent_01sip_caller

Mute

End Call

Hold

Close Room

Advanced

Take Control

To Agent

Stop Agent

Bot Audio: Caller Only

🎤 Microphone ready

Room Audio: Listening

5 / 7 — Advanced SIP Controls

Advanced SIP ControlsTTS, Audio Playback, Source Switching, Device Settings

Call Source Control

Switch control between agent and human participants.

Audio Playback

Audio Source

Text to Speak

Hello, how can I help you today?

Loop Audio Play Immediately

▶ Play Audio

Audio Device Settings

Microphone

Select your preferred microphone device for the call.

Agent Management

Start or stop the AI agent for automated call handling.

▶ Start Agent⏹ Stop Agent

Agent is active

6 / 7 — Active Calls

Active Calls

📞 Show Dialer

📞 Current Active Calls (3)

📥 Incoming

Sarah Johnson+1 (555) 234-5678

🟢 Active10:34 AM

🔽

Duration04:12

Started10:34 AM

Source🤖 AI Agent

Roomroom_abc123

🎯 Join Room⏸️ Hold🔴 End Call

📤 Outgoing

Mike Chen+1 (415) 987-6543

🟡 On Hold10:31 AM

▶️

Duration07:45

Started10:31 AM

Source⏸ On Hold

Roomroom_def456

📥 Incoming

+44 20 7946 0958

🔵 Ringing10:36 AM

▶️

Duration00:08

Started10:36 AM

Source🎵 Wait Music

📞 Answer❌ Decline

7 / 7 — Quick Call & Contacts

📱

Quick Call

Enter a number or select a contact to call instantly

Calling from: +1 (555) 867-5309

+15551234567

📞 Call Now

— or select a contact —

Favorites☁️ All Contacts

Search contacts...

Sarah Johnson+1 (555) 234-5678

📞

Mike Chen+1 (415) 987-6543

📞

Emily Davis+1 (312) 555-0199

📞

Alex Morgan+44 20 7946 0958

📞

Agents Dashboard

Monitor and control AI agent sessions in real time.

1 / 6 — Live Overview

Select a session to view details

Click any session from the sidebar

2 / 6 — AI Co-Pilot

Marcus Chen

EscalatedMultimodal• 8m 32s

Co-Pilot Switch to Takeover Return to AI

Messages

1.8s

Avg Response

😤

Sentiment

I've been charged twice for the same subscription! This is ridiculous.