To go live on Edesy Cloud Contact Center you verify your business, get a number, get agent seats, create agents and a queue, add wrap-up codes, then place a test call. A small team can finish this in one sitting once KYC is approved, which takes about 24 hours.
Before you start#
| Need | Where |
|---|---|
| Edesy account | Sign up at voice-app.edesy.in (single sign-on for every Edesy app) |
| KYC | PAN and Aadhaar; individual, sole proprietor, partnership, private limited, public limited or LLP; review takes about 24 h |
| A phone number | Buy in the voice portal after KYC: mobile/92-series Rs 499/mo, landline Rs 449/mo, toll-free Rs 999/mo, Rs 0 setup |
| Wallet balance | Prepaid INR wallet, top up with Razorpay; call minutes are deducted in real time |
| Agent seats | Set up for your workspace by Edesy. Contact us to choose a plan |
Prices exclude 18% GST.
Steps#
- Complete KYC and buy a number. Do this in voice-app.edesy.in.
- Get seats. Each agent uses one seat. Creating an agent when no seat is free returns
NO_AVAILABLE_SEATS. - Invite your team. Every agent needs an Edesy user in your workspace, because the agent desktop signs in with that user.
- Create skills (optional) such as
Hindi,BillingorSales. See Skills. - Create agents in Agents: display name, agent number (extension such as
1001), the user account, max concurrent calls, and skills. - Create a queue in Queues: name, routing strategy, max wait time, service-level threshold and target, and whether calls are recorded. See Queues.
- Add agents to the queue from the queue's Members tab.
- Bind your number to the queue by setting the queue's
phone_number_id(see Queues). Leave the number's own inbound target empty so calls reach the queue. - Create dispositions (wrap-up codes) such as
Resolved,Callback requested,Not interested. See Dispositions. - Test. Sign in to ccaas-agent.edesy.in, set status to Available, and call your number from another phone.
Checklist#
- KYC approved
- Number bought
- Seats active
- Users invited
- Skills created (if you use skill routing)
- Agents created and added to a queue
- Number bound to the queue
- Dispositions created
- Test call answered in the agent desktop
FAQ#
Why does my test call say the line is unavailable?#
No active queue is bound to the number, or the number has another inbound target (webhook, SIP, IVR flow) configured. Bind the number to an active queue and clear the other target.
Why is my agent's browser not ringing?#
The agent must be signed in, Available, a member of the queue, and their softphone status must show Ready. Check that the browser has microphone permission.
What does the caller hear if nobody is available?#
They wait in the queue and hear the hold message or your hold music until an agent is free or the caller hangs up. If the queue is full (max_queue_size), new callers hear "All our agents are busy right now. Please call back shortly."
Can one person be both admin and agent?#
Yes. Create an agent record for your own user and sign in to the agent desktop.
How long does KYC take?#
About 24 hours after you submit PAN and Aadhaar.
Can I use a number I already have elsewhere?#
The contact center routes calls on Edesy numbers in your workspace. To use another carrier's number, forward it to your Edesy number.