# Agent Desktop

> The Edesy agent desktop is a browser softphone - answer and reject, mute, hold, keypad, transfers, status, wrap-up codes, call history with recordings and AI insights, and contacts.

Source: https://edesy.in/docs/contact-center/agents/agent-desktop

The agent desktop at [ccaas-agent.edesy.in](https://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](https://edesy.in/docs/contact-center/agents/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](https://edesy.in/docs/contact-center/agents/statuses) |
| Wrap-up | Disposition dialog after each call, with notes. See [Dispositions](https://edesy.in/docs/contact-center/agents/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

1. **Sign in** at [ccaas-agent.edesy.in](https://ccaas-agent.edesy.in) and allow microphone access.
2. **Wait for *Ready*.** The softphone registers and shows "Ready" with your caller ID.
3. **Set status to *Available*.** Queue calls can now ring you.
4. **Answer** when the incoming-call dialog appears. If the number is in Contacts, the name is shown.
5. **Handle the call** with mute, hold, keypad or transfer.
6. **Wrap up.** After the call, pick a disposition and add notes, then *Submit & Go Available*.
7. **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.