While Karen learns a new software application called Phone Max to enable her to access information displayed to hotel employees on their telephones, I am dealing with a new application called Apropos that adds greater management capabilities to our Cisco voice over Internet telephone system. In the past, we have all taken for granted our abilities to pick up a telephone and use its tactile buttons to answer or place calls. What happens when the entire telephone system is digital and dependent on potentially inaccessible telephone hardware or soft phones?

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