Emerging thin-client technologies and standards enable delivery of content and data services onto wireless handsets over existing infrastructure such as two-way SMS and circuit-switched transport. This project implements the Electronic Customer Care (eCare for short) application for delivery of subscriber billing and usage information to the wireless handset. From a carrier perspective, eCare application will save costs by reducing call volume to the customer service call centers. The implementation has been carried out using a combination of HDML (a variation of WML) and cgi-scripts that use JDBC to access the subscriber information from an Oracle relational database, using Unwired Planet's browser simulator for handsets.

Introduction

Background

Architecture

Implementation

References

This project implements the Electronic Customer Care (eCare) application for delivery of subscriber billing and usage information to the wireless handset. It also enables the user to may payment of the amount due, by entering credit card information. The implementation has been carried out using a combination of HDML (a variation of WML) and cgi-scripts served to the micro browser simulating real-life wireless handsets, from Netscape's enterprise web server. At the back-end, the server connects to an Oracle Relational Database System, which simulates the carrier's billing system. The database access has been implemented using Java applications at the server with JDBC thin-client driver from Oracle.

With the emergence of thin-client technologies and the efforts in the standards bodies, wireless carriers have an opportunity to provide new data services (both revenue reduction and value-added) using wireless internet access, while leveraging two-way SMS and fast circuit-switched data infrastructure. A thin-client architecture such as shown in Figure 1 provides advanced capabilities that enable end-user devices to access service content via the internet. These capabilities include the ability to seamlessly access information, receive notifications (push) and manage messaging services.

The Wireless Application Protocol (WAP) is a result of the WAP Forum's effort to promote industry-wide specifications for technology useful in developing applications and services that operate over wireless networks. WAP specifies an application framework and network protocols for wireless devices such as mobile phones, pagers, and personal digital assistants (PDAs), and is aimed at enabling operators, manufacturers, and content developers to build advanced services and implementations in a fast and flexible manner. The WAP protocols enable the communication of browser requests from the mobile terminal to the network Web server. A micro browser in the wireless terminal coordinates the user interface. The Web server may serve either WAP Wireless Markup Language (WML) content or Web HyperText Markup Language (HTML) content which must be filtered or translated WAP format before delivering to the handset. WML is a lightweight markup language similar to HTML, but is optimized for use in mobile terminals. The complete specifications are publicly available at the WAP Forum Web site (www.wapforum.org).

The goal of using thin clients on handsets is to be able to provide customers with a mechanism to access information from any location. The key applications that result in either cost savings for the carrier or provide value-added services for customers are:

• E-Care: instead of calling the customer support call center with questions regarding billing, coverage, usage and rate plans, the user can obtain the information using wireless data, right onto the handset.
• E-Mail: Access to email seems to be the initial killer-app for wireless data. Capabilities such as email notification (push), email reply, or send email attachments to a fax machine are possible features of this application.
• Vertical Applications: Content providers can serve HDML specifically towards delivery to handsets. Information services thus enabled are stock quotes, weather, traffic, etc. Future potential is in the area of content translation, which would allow standard HTML content to be converted to WML suitable for the end-user device. Potential vendors in this area include Spyglass, Infogear, Geoprism to name a few.
• Unified Messaging: This service allows users to receive visual information regarding their voice mail and emails and will be able to access this information selectively. Messaging vendors such as Comverse have developed a Unified Messaging product that works can interact with thin client handsets.

• ATT PocketNet service offers services over CDPD. The services are enables using Unwired Planet's Up.Link gateway. Applications such as email, Personal Organizer (calendar and address book) and information resources from the internet such as stock quotes, news, etc are provided to PocketNet customers.
• Bell Atlantic NYNEX Mobile systems: Also on CDPD transport, offered under the brand name Cellscape^sm with intranet and internet solutions for the retail transaction processing, field service and dispatch, as well a full suite of information services. Plans for additional services regarding airline flight information, weather forecasts, up-to-the-minute financial information.
• GTE's Internet On the Run offers content delivery for its wireless customers. Services such as weather, stock quotes, financial news, package tracking, airline schedules, yellow and white pages, wireless fax and e-mail are offered. Access to the intranet/ internet are enabled.
• Bell Mobility: will enable Bell Mobility customers instant access to Internet-based information and wireless data on a PCS handset. Subscribers will have direct access to the Bell Mobility website from their handset enabling them to check their account balances, obtain user-guide information and activate features. Besides e-mail, other applications can be found in electronic banking, weather reports, stock quotations or accessing internal company information, such as client lists, telephone directories or price lists - all through a UP enabled PCS handset. For the road warrior, future applications will include an Internet 4-1-1 directory, restaurant guides, headline news and sports scores.

• a welcome screen is first displayed, followed by a prompt to enter password for user authentication.
• When the user enters his password, the eCare database is queried along with the user identification (obtained from the environment), to determine user validity.
• If the user is a valid subscriber, a menu is displayed for user to choose the type of function he wishes to perform:
• Query latest bill information: due date and amount due
• Query usage information for unbilled calls: minutes used, and minutes left (this depends upon the rate plan subscribed to by the customer)
• Call customer service at the touch of a button
• End the session
• the user can make a selection and the appropriate function is executed.
• When the user selects bill information (menu choice 1 above), he is also provided with the option to make a payment using a credit card.
• If the user wishes to make a payment, he must enter the following information:
• Selection of a credit card type from a list (Amex, visa, etc)
• Card number entry (16 digits)
• Expiration date (mm/yy)
• When the user's record in the database is updated with this information, a screen indicating payment received is displayed, and navigation is returned to the main menu.

Program Documentation

1. UP SDK documentation at www.uplanet.com
2. WAP specifications: www.wapforum.org
3. John Healy, "Cellular surfing gets a following" San Jose Mercury News, 05/98: http://www.sjmercury.com/business/top/008040.htm
4. "Bell Mobility Partners with Unwired Planet to Deliver Internet to Mobile handsets", press release, July, 1998, http://www.uplanet.com/new/press/070698_BMC.html
5. www.oracle.com: JDBC information.