Softdial Media Server™

Core telephony functions to manage all inbound/outbound SIP calls

At a Glance


Highly flexible SIP server


Deployable as an Edge device to connect to SIP carriers


Scalable, uses auto-deployment functionality within SCC


Can be deployed locally to provide local telecoms breakout


WebRTC gateway server for audio & video calls


Fully redundant through clustering


Connects to text-to-speech and speech recognition using MRCP

About Softdial Media Server™

Sytel’s Softdial Media Server performs the role of the telephony server in the Sytel suite. It is highly flexible and can be deployed in multiple roles.

Media server roles

Media server roles include:

  • at the heart of a network to cover all core telephony functions, managing all inbound and outbound SIP calls, including predictive calls
  • as a SIP registrar to connect SIP hardware or softphones
  • as a WebRTC gateway solution to allow voice or video over the internet using a web browser as a soft phone
  • as an Edge Gateway device at the edge of a network to connect to telephony carriers
  • as a local telephony server at a remote location



Multiple media servers can be joined to a cluster to create a redundant solution. If a node in the cluster fails, calls will thereafter pass through the surviving nodes allowing the operation to continue business as usual.


Up to 2000 agents can be connected to a single tenant and up to 10000 in a single system.

Auto-scaling allows additional media server nodes to be added to a cluster dynamically if the system needs to be scaled-up due to call volume. Each node in the cluster will automatically be made aware of new nodes.

Text-to-speech and speech recognition

Text-to-speech and speech recognition is achieved by connecting to external speech servers, such as Nuance®, using the industry-standard MRCP protocol.

A single speech server can provide for a cluster of media servers.

Connections can also be made to non-MRCP supporting speech solutions such as Google by deploying an MRCP bridge server to act as an intermediary between the media server and the 3rd party service.

Clustering of Media Servers with connection to Speech Service
Clustering of Media Servers with connection to Speech Service

Remote deployment

Media servers can be deployed remotely. This allows local telecoms breakout where an SCC system is spread across multiple countries.

Communication between media servers and the central command and control system uses an encrypted Web sockets connection. This means there is no need to establish a VPN connection to each remote site. This also means that any available internet connection can be used to maintain connection between the media server and the controller.

Local branches

Where a large number of local branches needs to be accommodated (for example a chain of shops) it is possible to deploy a single auto-configured media server to each branch. These will connect to local telecoms lines through SIP gateway devices.

In the event that a branch’s internet connection fails, inbound and outbound calls will continue to be available as a default routing policy will take effect to direct calls to agents.

Media Servers deployed to multiple branch offices
Media Servers deployed to multiple branch offices

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

  • Flexible Contact Center Platform

    Softdial Contact Center™ – tightly integrated modules, designed to deliver at scale

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • Customise, Localise, White Label

    Design all user interfaces to individual requirements

  • Integration Via APIs

    ‘Swap out’ components and integrate with 3rd party apps

  • World Class Development

    Continuous evolution pushing technical boundaries


Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

  • All Media Types

    Voice, chat, email, social, etc – fully integrated and blended

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Media Blending

    Automated, ‘best available’ decisions to blend and balance work load across all media types

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Intelligent Routing

    Smart rules and ‘best-available’ decisions to drive great customer service

  • Agent Scripts

    Help agents achieve and maintain excellence

  • Voice and Screen Recording

    See and hear exactly how agents are interacting

  • Analytics and Data Feeds

    Measure and evaluate performance at every level

  • IVR, Bots & Conversational AI

    Design effective automated flows or integrate with 3rd party providers

  • Customer Journey Tracking

    Stored customer contact history, to aid routing and add context to conversations


A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment

  • Softdial One™

    Highly flexible unified web UI for agents, supervisors and administrators

  • Softdial Scripter™

    Create complex process flow scripts for agents, IVR, chatbots and other applications

  • Sytel AI Dialer™

    Best-of-breed predictive dialing under any compliance rules

  • Softdial Pathfinder™

    Precise routing rules for ‘best available’ connection

  • Softdial Media Server™

    Core telephony functions to manage all inbound/ outbound SIP calls

  • Softdial Reporter™ 5

    Fully customisable performance stats, charts and reports, across all channels

  • Softdial Publisher™

    Comprehensive data output to build your own reports

  • Softdial Recording Monitor™

    Audio and screen recording of agent activity to ensure the highest standards

  • Softdial Campaign Manager™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • Sytel Global Compliance™

    Flexible ‘no contact’ rules to protect contact center and consumer


Performance and efficiency for a wide range of business applications

  • Customer Service

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

    Secure, highly-configurable multichannel communications for excellence in patient care

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app