The contact center pushes live events over two WebSocket channels. The agent channel delivers status changes and call assigned / call ended events for one agent. The supervisor channel delivers every agent's status changes for the workspace. Connect with a signed-in user's access token in the token query parameter; API keys are not accepted on WebSockets.

Channels#

Channel	URL	Receives
Agent	`wss://voice-api.edesy.in/v1/ccaas/ws/agent?token=ACCESS_TOKEN&agent_id=AGENT_ID`	`agent.status.change`, `agent.call.assigned`, `agent.call.ended` for that agent
Supervisor	`wss://voice-api.edesy.in/v1/ccaas/ws/supervisor?token=ACCESS_TOKEN`	`agent.status.change` for every agent in the workspace

Message format#

Every message is JSON:

{
  "type": "agent.status.change",
  "timestamp": 1761643512000,
  "data": { }
}

timestamp is in milliseconds since the Unix epoch.

Events#

agent.status.change#

Sent to supervisors and to the agent when an agent's status changes.

{
  "agent_id": "8e1f...",
  "agent_number": "1001",
  "status": "break",
  "status_reason": "Lunch",
  "changed_at": "2026-10-28T08:05:12Z"
}

status is one of available, on_call, busy, break, wrap_up, offline. While a call rings an agent, status is busy with status_reason ringing.

agent.call.assigned#

Sent to the agent when a queue call is connected to them.

{ "queue_call_id": "b2c4...", "queue": "...", "caller": "+919876543210", "status": "connected" }

agent.call.ended#

Sent to the agent when the call ends.

{ "queue_call_id": "b2c4...", "status": "completed", "wrap_up": true }

wrap_up is true when the agent moved to wrap-up and should submit a disposition.

Keep-alive#

Send {"type": "ping"} at any time. The server answers {"type": "pong", "timestamp": ...}.

How to connect#

Sign the user in with Edesy single sign-on and get their access token.
Open the socket with token (and agent_id for the agent channel).
Send a ping every 30 seconds or so to keep proxies from closing an idle connection.
Reconnect with backoff if the socket closes, and re-read /ccaas/metrics/realtime to catch up.

FAQ#

Why does my API key get a 401 on the WebSocket?#

WebSockets validate user access tokens only. Use the token of a signed-in user.

Can I send the token in a header?#

Authorization: Bearer ... is also read, but browsers cannot set headers on WebSockets, so the query parameter is the usual way.

Are queue and call metrics pushed?#

No. Totals such as calls waiting are not pushed today; poll GET/v1/ccaas/metrics/realtime.

Do events replay after a reconnect?#

No. Events are live only. Re-read state from the REST API after reconnecting.

Is delivery guaranteed?#

No. Events are best-effort. Use webhooks for outcomes your systems must not miss.

Can I connect several tabs for one agent?#

Keep one agent desktop tab per agent so events and calls go to one place.