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Mobile Technology in Telecommunications Operations

Advances in mobile computing and networking technologies are rapidly enabling the distribution of business process activities outside the traditional office-based work environment. The MOSS (Mobile Operations Support Systems) program aims at developing a comprehensive understanding of the mobile technology requirements for suppor t i ng critical telecommunications activities from a mobile user perspective. A prime focus of MOSS is the provision of ubiquitous accessibility of mobile staff to data and information whether connected to the network or in an untethered environment. Among the initial areas of interest to MOSS in the telecommunications operations arena are sales force automation, field service assurance, and network operations management. In each of these areas, the hardware and software requirements must be matched to the unique needs of the mobile worker. Further, the ability to work both in a wireless and disconnected mode of operation must be available. The mobile user must be able to access, control, and modify information in a secure, reliable, and facile manner. MOTTS, the Mobile Operations Trouble Ticketing System, provides an environment for understanding many of the issues faced in integrating business process, workflow, and infrastructure in the mobile user arena.