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

  • Core telephony functions to manage inbound and outbound SIP calls, including predictive calls
  • A SIP registrar to connect SIP hardware or softphones
  • An edge device to connect to telephony carriers
  • A WebRTC gateway solution to allow voice or video over the internet using a web browser as a soft phone

Redundancy - 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.

Scalability - 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 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.

Figure 1 - Clustering of Media Servers with connection to Speech Service

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 centrally located CallGem 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 CallGem.

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.

Figure 2 - Media Servers deployed to multiple branch offices

Sytel's Media Server is a powerful and flexible telephony server that can sit at the edge of a network as a gateway device, at a remote location as a local telephony server or at the heart of a network to cover all telephony requirements.


  • Highly flexible SIP server
  • Deployable as an Edge device to connect to SIP carriers
  • Serves as a WebRTC gateway server and can provide video calling
  • Fully redundant through clustering
  • Scalable, makes use of auto-deployment functionality within Softdial Contact Center.
  • Connects to text-to-speech and speech recognition using MRCP
  • Can be deployed locally to provide local telecoms breakout