 who must enter data into multiple systems to fulfill requests. Such processes are generally redundant and error prone. Additionally, the lack of integration severely limits the IIC's ability to extend mobile, Web-based customer self-care tools and functions to customers, resellers and retailers. Short Messaging Fraud Provisioning Voice Mail Application Provisioning Application Subscriber Management Trouble Management Billing WAP Platform Caller ID Provisioning Provisioning Application Application Mobile Network Figure 11. Non-Integrated Mobile OSS Environment 7.1 Basic Mobile Provisioning Process - CSR Based The provisioning process for basic mobile voice services is relatively straightforward. We will take a look at an over-the-air-provisioning (OTAP) process, which enables mobile activation of new voice services. The way Chapter 3 - Automating the Internet Infrastructure Supply Chain OTAP functions are implemented can vary depending upon both the mobile network protocol the IIC uses and the network equipment vendor. The basic process involves some common components. For example, let us say a subscriber turns on her new handset in her mobile provider's coverage area. She dials a code from her instruction booklet, called a feature or service code. The code signals the serving network switch to connect the handset to an OTAP server in the back office. The OTAP server then creates two paths: a data connection between itself and the handset and a voice connection from the handset to a customer service agent. The customer service agent collects account, credit and billing related information from the subscriber. In many cases, the agent has to enter similar information into several systems, such as billing, subscriber management and fraud detection, by hand. If the subscriber requests a service such as voice mail, the agent might have to use separate provisioning software to activate it. Once the customer's account is established and has passed an initial credit and fraud scan, the agent sends an activation command 