6.2 Typical Applications

The MSI/SC boards and software allow an application program operating in the host PC to communicate between SCbus-compatible devices and analog station devices. Applications for the MSI/SC boards include:

• Inbound/outbound telemarketing
• Operator services such as billing automation, directory assistance, and intercept treatments
• Customer service
• Automatic call distribution (ACD)
• Dictation/transcription
• Local information services

Conferencing resources serve the SCbus with advanced features such as:

• Two to eight-party conferencing
• Up to 32 resources of total conferencing (4 to 16 conferences)
• Conferences of any combination of stations and network channels
• Hidden training for smooth entry of new participants without disruptive training noise
• Monitoring an agent without disrupting the conversation
• Coaching feature to allow a supervisor to speak to an agent without the client hearing the supervisor - client can hear the agent at all times (no switching)
• Tone generation:
  • Zip tone indicates incoming call to agents using headsets
  • Notification tones when a party is added to or removed from a conference (as required by the law in many states)
• User programmable periodic notification tones to indicate units of time that expired during a call
• Programmable volume control for station devices
• Programmable ring cadences

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