The agent desktop at ccaas-agent.edesy.in is a browser softphone for contact-center agents. Agents sign in with their Edesy account, set themselves Available, and answer queue calls in the browser. The same screen places outbound calls, transfers calls, records wrap-up codes, and shows call history, recordings and AI summaries.
What agents can do#
| Feature | Detail |
|---|---|
| Incoming call | Ringing dialog with the caller's number and contact name (screen-pop); Answer or Reject |
| In-call controls | Mute / unmute, hold / resume, keypad (DTMF), end call |
| Transfers | Blind transfer, or warm transfer with a consult step. See Transfers |
| Outbound calls | Dial pad, or click-to-call from the contacts list; your workspace's caller ID is shown |
| Status | Available, Busy, Break (with a reason), plus automatic On call and Wrap-up. See Statuses |
| Wrap-up | Disposition dialog after each call, with notes. See Dispositions |
| Call history | Inbound and outbound calls, recording playback, AI insights |
| Contacts | Shared directory with search and click-to-call |
| Call quality | Live indicator (good / fair / poor) with packet loss |
How a shift works#
- Sign in at ccaas-agent.edesy.in and allow microphone access.
- Wait for Ready. The softphone registers and shows "Ready" with your caller ID.
- Set status to Available. Queue calls can now ring you.
- Answer when the incoming-call dialog appears. If the number is in Contacts, the name is shown.
- Handle the call with mute, hold, keypad or transfer.
- Wrap up. After the call, pick a disposition and add notes, then Submit & Go Available.
- Take a break by choosing Break and a reason, such as Lunch or Training.
Requirements#
- A current desktop browser with WebRTC support, such as Chrome.
- A headset with a microphone.
- A stable internet connection. The quality indicator warns when the connection is poor.
- An agent record linked to your Edesy user, created by your admin.
FAQ#
Why does the desktop say the microphone is blocked?#
The browser denied microphone access. Allow it in the site settings for ccaas-agent.edesy.in and reload.
Can I keep the desktop in a background tab?#
Yes, keep the tab open. If you close it you stop receiving calls. If a call fails with "Softphone not reachable", reopen or refresh the tab.
Can I make outbound calls?#
Yes, if your admin allows outbound calls for your agent (can_make_calls). Type a number on the dial pad or click a contact.
Which caller ID do customers see on my outbound calls?#
Your workspace's caller ID number, shown on the desktop next to "Ready".
Can I hear my past calls?#
Yes. Open History and press play on a recorded call. You can also open AI insights for it.
Does auto-answer exist?#
There is an auto_answer setting on the agent record, but the desktop always shows the ringing dialog today.
What does the call quality badge measure?#
It reads live media statistics such as packet loss and shows good, fair or poor.