to the OTAP server. The OTAP server, over the data path, programs the handset for service. The OTAP server also updates the home location register (HLR) database to recognize the new handset and its feature set. The HLR maintains a record of all handsets "native" to a specific mobile network. It manages handset and service authentication as users come on and off of the network. Once the new handset is programmed and authenticated, the billing system can be notified to track the new customer's account. At this point, the provider might also choose to trigger a short message or e-mail to welcome the new subscriber or acknowledge that new services are active. This process basically can hold true for resellers and retailers as well. The basic provisioning steps do not differ much. The real difference becomes a matter of how the retailer or reseller handles service activation. In many cases, retailers deliver a phone to the customer within a day or less. Supporting this process could be anything from OTAP to a Web interface, a point-of-sale application, a fax or a phone call, or any combination thereof. Ideally, point-of-sale-type applications or Web interfaces should integrate into the IIC back office. In many cases the processes are manual, and Web interfaces are little more than specialized e-mail systems that are not much more advanced than a fax machine or phone call. They all require a human to collect information and manually enter it into other systems to deliver service. The Ultimate Guide to Building and Delivering OSS/BSS LOOKING AT SOME MISSING PIECES A major issue in this example is a lack of integration in the back office. The CSR is surrounded by a host of different systems and must interact with several of them to activate service. This means the CSR must be trained to work with billing and customer management systems, credit checking, fraud management systems, and possibly several provisioning interfaces for various service platforms. An integrated environment can provide the CSR with a single, menu d