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3: The customer is unable to hear what he says to his callers whether he uses the handset or a headset (not a feedback/echo issue). he can hear his callers and his callers can hear him. He just can't hear himself.
4: Scenario: The customer provides his caller information and he can hear himself real time.
5: Benefit: The customer will know that the tone of voice used when he speaks to the customer is appropriate to how he wants to deliver it and matches the context specific to the words used.