Agent Dialer Campaigns

Run progressive or power dialing campaigns that bridge answered calls to free contact-center agents at 1.0, 1.5 or 2.0 lines per free agent.

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An agent dialer campaign calls a lead list and connects each answered call to a free agent on a contact-center queue. You choose the pacing: 1.0 line per free agent (progressive, nobody answers to silence) or 1.5 or 2.0 lines per free agent (power dialing, agents stay busier). Edesy does not offer predictive dialing. Campaigns are created in voice-app.edesy.in.

Facts#

Item Detail
Where Campaigns in voice-app.edesy.in, type Agent dialer
Agents Members of the CCaaS queue you pick (queue_id)
Pacing (portal) 1.0, 1.5 or 2.0 lines per free agent (dial_ratio)
Leads CSV upload, or push from your CRM with POST/v1/campaigns/{id}/leads
Caller ID Your number plus an optional backup caller ID with automatic failover
Calling hours Defaults to 09:00-21:00; set your own window
Compliance DNC suppression, answering-machine detection (AMD), recording
Lead wait cap An answered lead waits at most 30 seconds for an agent, then hears a callback message
Write-back call.answered, call.completed, disposition.submitted, recording.ready webhooks
Price Call minutes at Rs 0.50/min, 60-second pulse, unanswered calls free, plus agent seats. Excludes 18% GST

Pacing explained#

Lines per free agent Mode Effect
1.0 Progressive (recommended) A number is dialed only when an agent is free, so no customer answers to silence
1.5 Power Dials ahead slightly; agents wait less, some answered calls wait briefly for an agent
2.0 Power Dials ahead aggressively; highest agent utilisation, more calls waiting

How a dialer campaign runs#

  1. Create the campaign and pick Agent dialer, the queue, and the lines per free agent.
  2. Add leads by CSV or API. Each API lead can carry your external_id and custom_fields.
  3. Set calling hours, retries, AMD and recording, then check the cost estimate.
  4. Start. The dialer counts free agents on the queue and dials that many times the ratio.
  5. A lead answers and joins the queue; the routing strategy rings a free agent.
  6. The agent talks, then picks a disposition. A terminal code (for example "Do not call") stops further attempts on that lead; other codes leave it eligible for retries.
  7. Your CRM gets webhooks with your external_id, the outcome, the agent and the disposition.

Push leads from your CRM#

curl -X POST https://voice-api.edesy.in/v1/campaigns/CAMPAIGN_ID/leads \
  -H "Authorization: Bearer sk_your_api_key" \
  -H "Content-Type: application/json" \
  -d '{
    "leads": [
      {
        "phone_number": "+919876543210",
        "name": "Lead name",
        "external_id": "crm-lead-1042",
        "custom_fields": {"plan": "gold"}
      }
    ]
  }'

FAQ#

Is this predictive dialing?#

No. Pacing is a fixed ratio of lines per free agent (1.0, 1.5 or 2.0). There is no predictive algorithm.

What happens if a lead answers and no agent is free?#

The lead waits in the queue for up to 30 seconds, then hears "Sorry to have kept you waiting. We'll call you back shortly." and goes back to the retry pool.

Which ratio should I start with?#

1.0. It never connects a customer to silence. Move to 1.5 only if agents wait too long between calls.

Do unanswered calls cost money?#

No. Unanswered calls are free. Answered minutes are Rs 0.50 per minute in 60-second pulses, excluding 18% GST.

Can I pause a campaign?#

Yes. Pause, resume or stop it from the campaign page or with /v1/campaigns/{id}/pause, /resume and /stop.

Are DNC numbers skipped?#

Yes. Numbers on your DNC suppression list are not dialed.

How do outcomes reach my CRM?#

Through signed webhooks. See Webhooks.

Can I test before launch?#

Yes. Use Test call to hear it on your phone, and check the cost estimate before you start.

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