b+s
PhoneAgent
Provides screen pops and agent state control on
Cisco IP telephone LCD displays
Features
b+s PhoneAgent is a contact center application that runs on Cisco IP
telephones. An agent using b+s PhoneAgent can log into Cisco’s Unified
Contact Center Enterprise (CCE), control agent state (ready, not ready,
wrap-up), manage the call (answer, reject, release, etc.), and view incoming
CTI call data.

Agent State Control

Call Control

Wrap-up and not ready reason codes

Display incoming call data (ANI, DNIS, IVR
The application is fully integrated and tested with the Cisco line of IP Phones
and Communicators. Designed with agent productivity in mind, an intuitive
user interface and context-sensitive controls save agents’ time and reduce
training.

menu selections etc.)
Highly scalable: supports multiple Instances,
(2000 agents per Instance)

Web real-time display

Cisco Mobile IP Phone Support
The b+s PhoneAgent enables faster call processing by providing agents
with screen pops of customer information in the b+s PhoneAgent GUI the
moment telephone calls arrive.
Key Benefits
Backup solution

Screen pops can reduce handle time,
speed issue resolution and enable faster
call processing by providing agents with
screen pops of customer information at the
time a telephone call arrives. This cost
savings alone can provide a rapid Return
On Investment (ROI).

Provides agents with a single contact
center GUI, thereby eliminating the need for
a softphone on a PC.

Softphone backup capability allows agents
to manage calls without their PCs.

Ideal solution for retail environments or
other informal contact centers without agent
PCs.

User-friendly interface increases agent
productivity and reduces training.

Out-of-the-box solution provides rapid,
low cost, and reliable deployment.
b+s PhoneAgent is an ideal backup for Cisco softphones in situations where
agent PCs must be rebooted or are not functioning properly. The agent can
quickly and easily login to b+s PhoneAgent and continue working.
Web Real Time Display
b+s’ Real Time Display (RTD) allows managers to see agents’ state (ready,
not ready, talking, wrap-up), time-in-state, not ready reason, extension, ID,
location, and team. The display is updated every 15 seconds.
Bucher + Suter AG
www.bucher-suter.com
[email protected]
Agent state screen with context-sensitive controls
Data display with an incoming call
Wrap up reasons
Web real-time display with teams and locations:
Bucher + Suter AG
Arastrasse 6
CH-3048 Worblaufen
T +41 31 917 52 00
Bucher + Suter AG
Donnersbergstr. 1
D-64646 Heppenheim
T +49 6252 674 0
Bucher + Suter Inc
60 State Street, Suite 700
Boston, MA 02109
T +1-800-917-9060
[email protected]
www.bucher-suter.com
twitter.com/buchersuter