Edesy Cloud Contact Center routes calls on your Edesy number to agents who answer in a web browser. You create queues and agents in the admin portal, agents go available in the agent desktop, and the routing engine rings the right free agent. No desk phone or PBX is needed, only a browser and headset.
Facts#
| Item | Detail |
|---|---|
| Admin and supervisor portal | ccaas.edesy.in |
| Agent desktop | ccaas-agent.edesy.in (browser softphone) |
| Login | Edesy single sign-on, the same account as your other Edesy apps |
| Routing strategies | Round robin, longest idle, least occupied, skill based |
| Seat pricing | Rs 1,500 / 2,500 / 3,500 per agent per month (Starter / Professional / Enterprise) |
| Call minutes | Rs 0.50 per minute, 60-second pulse, unanswered calls free |
| Taxes | All prices exclude 18% GST |
| API | https://voice-api.edesy.in/v1/ccaas, Bearer API key |
How a call flows#
- A customer calls your number. The number is bound to a queue.
- The caller waits in the queue. They hear a short "please continue to hold" message on a loop, or your own hold-music file.
- The routing engine picks an agent. It looks at the queue's members who are Available and applies the queue's strategy.
- The agent's browser rings. The agent sees the caller's number, and the contact name if the number is in your contacts directory.
- No answer in 20 seconds? The call goes back to the queue and the next agent is tried.
- The agent answers and talks. They can mute, hold, use the keypad, or transfer.
- Wrap-up. When the call ends the agent picks a disposition code, adds notes if required, and goes back to Available.
Who uses it#
- Support desks that want queues and live monitoring without buying hardware.
- Inside-sales teams calling lead lists through the agent dialer.
- BPOs running several client queues in one workspace.
FAQ#
Do agents need to install anything?#
No. The agent desktop is a web app. Agents allow microphone access in the browser and sign in with their Edesy account.
Can agents use a mobile phone instead of the browser?#
The agent desktop is a browser softphone. Supervisors use their own phone number for listen, whisper and barge, because Edesy calls them.
Which phone numbers can I use?#
Edesy numbers in your workspace: mobile, landline, toll-free or 92-series. Numbers are bought after KYC in the Edesy voice portal. See Setup checklist.
Is there a free trial?#
No free trial is offered for contact-center seats. Talk to us to set up a pilot.
Are calls recorded?#
Calls can be recorded. Recordings are stored in encrypted cloud storage and play back from the admin portal and the agent's call history.
Can I connect my CRM?#
Use the REST API and webhooks. Dialer calls can carry your own record ID, which comes back in every webhook.
Does it support chat, email or WhatsApp in the same inbox?#
No. The contact center is voice only.
Is predictive dialing available?#
No. The dialer is progressive (1.0 lines per free agent) or power (1.5 or 2.0). See Agent dialer campaigns.