UPDATE Solutions for Success Consultant/Vendor Sales Group

November 2005 We’ve Been Helping People Connect For Over 125 Years UPDATE Solutions for Success Consultant/Vendor Sales Group

Surviving A Disaster see P. 6 Removing Hidden Data see P. 8 Digital Surveillance see P. 1 0 Emerging Wireless Applications see P. 1 4 New Area Code For Southern California see P. 1 7 SBC Archives & History Center

Kari’s Korner UPDATE Special Report On Executives

>Quality People, Companies & Products >What Former Job Really Helps You Today? SBC West Business Leader Robin MacGillivray was One sold encyclopedias door-to-door, another was a ski lodge waitress, a third recently quoted in Quality Times on our company’s pumped gas, yet another worked in a full-service grocery store, others did a mul- commitment to Quality: “Quality hasn’t gone away titude of things. One thing these enterprising men and women have in common over the years – it’s not a fad,” she said. “It’s a is how they used their previous jobs to gain a knowledge & understanding that constant thread and tone in all we do. Anything helped them succeed. UPDATE surveyed several telecom consultant executives less than Total Quality has direct bearing on our on what former job really helps them today.We THANK all respondents for taking customers – whether the work of an individual, time out of their busy schedules to share their past with us. What we received in product, service or our image.” How true! Having worked in a variety this enthusiastic response, amazed us. Many responses provide a rare insight – of departments over her 26-year career at SBC, Robin knows a lot a glimpse into what made them develop into who they are today. about Quality and constantly shares it. No wonder she was recently continued on pg. 2 Helped Define My Values “In college, I sold encyclopedias door-to-door during Summer to pay An UPDATE Special Report for school. Although I learned a lot about selling, it also taught me about people, particularly how they make decisions and raise their >Quality – You Know It When You See It! families. These experiences helped me define my own values UPDATE surveyed several successful businesses on the topic of which helped me raise my own children.” “Quality.” We found their responses to be very insightful. Peter T. Duncan, Associate Partner, Accenture What is Quality? [email protected] “Reaching for excellence – the highest standard in all that we do. It’s continued on pg. 3 the intricate details of doing something right the first time.” “Delivering the best possible service…providing an extra level of service that differentiates us from our competition.” continued on pg. 2 >New Intrusion Prevention Services Offer With corporate data networks at an ever-growing risk from disruptive Inside and destructive network security threats, including worms and virus New Contract With Hawthorne School District...... pg. 2 outbreaks, SBC Communications Inc. recently announced the SBC SMARTpages.com Launches Site Redesign...... pg. 4 addition of a powerful new intrusion prevention service to its portfolio New Contract With John Muir/Mt. Diablo Health System ...... pg. 5 of SBC PremierSERVSM Managed Security Services. SBC Companies Helping Hurricane Victims ...... pg. 7 Helping Law Enforcement Stay Connected ...... pg. 7 The new SBC PremierSERV Managed Intrusion Prevention Service Cingular To Deliver Wireless E-Mail and PIM Solution ...... pg. 9 (IPS) provides business customers with a cost-effective, professionally Cingular Signs Long-Term Agreement With RadioShack ...... pg. 9 managed tool that can detect, contain and/or neutralize both known Motorola, Scientific-Atlanta To Be Suppliers For SBC U-Verse TV . . . pg. 11 Data With David ...... pg. 12 network threats as well as previously unidentified threats, also known Removing Language Barriers ...... pg. 13 as “zero day” threats. These malicious intrusions – in the form of Webwatch ...... pg. 13 viruses and worms on network clients such as servers, laptops, desk- New Voice and Data Services Contract With HUB Distributing . . . pg. 16 SBC Partner Continues Rapid Latin American Expansion ...... pg. 17 tops or other endpoints – can sometimes bypass traditional network SBC California Out-Of-Franchise Update ...... pg. 19 perimeter-based security solutions. Highlights Across The Regions ...... pg. 19 1-800-CONFERENCE®Value...... pg. 19 continued on pg. 5 Continued from page 1 How much is it worth to you? Continued from page 1 QUALITY – YOU KNOW IT WHEN YOU SEE IT! “We base all our purchases on it. If it does KARI’S KORNER selected as one of the “Creating a finished product that our clients not meet our standards, we won’t buy it, Bay Area’s Most Influen- accept to their standards.” regardless of cost. It doesn’t pay to use anything substandard.” tial Women by The San Why is it important? “We demand a consistency of Quality prod- Francisco Business Times. “Because consciously or subconsciously we ucts and services from our vendors, just Other SBC Leaders also measure people and things by their Quality.” like our clients demand it from us.” place Quality as a Top “Without it, we’re out of business.” “If you focus on Quality, you may increase Priority. That’s why SBC your profit by an amount equal to 10% of Companies recently How do you get it? won a major Quality your sales.” Robin MacGillivray “You keep trying things to get your product “With all the competition today, it can mean Award from Ford Motor and service better.” the difference of surviving or not.” Company. This is the first time Ford has given “By being always on your toes – communi- its prestigious “Q1” status to a telecom com- cating with your customer; knowing their Priceless Quality Tips From Businesses pany. The honor was for Consistency, changing needs and what your competi- “Know your limits so you can go around them.” Customer Satisfaction and a Drive To Do tion’s doing; then taking it up a notch by “It’s a mortal sin if you pass along a problem.” Better every year. Ford evaluated SBC com- finding ways to add even more value.” “People want to work for a company companies’ performance in three areas: mitted to Quality.” Regulated Services, Managed Services and How do you know you’ve got it? “Employees should be empowered to resolve a De-Regulated Products. As part of the honor, “Your customers tell you.” problem & prevent its reoccurrence.” a “Q1” flag is flying over SBC company facilities in Michigan…SBC Products also are “You should know it when you feel it. If you don’t “Do it right the first time!” have it, you’ll feel it like a misfitting shoe.” known for their Quality. The September “The more we’re faced with High Tech, the Consumer Reports says SBC Yahoo! DSL is more we need High Touch.” How do you keep it? ranked “Best Value in Broadband “Never taking anything for granted; never “Quality is continuous improvement.” Service”…Speaking of Quality, one of our being satisfied – always wanting to do better.” “There is always a better way.” Quality Groups is SBC Knowledge Ventures “Constantly upgrading your procedures. If “Deliver what customers expect.” who creates strategic value by developing we’re doing the same thing next year that “Care, listen & deliver.” and commercializing the corporation’s intel- we’re doing today, we’re falling behind.” “Quality begets quality.” lectual property assets. It broadens the use “Being in regular contact with your cus- “Quality needs to improve.” and deployment of SBC companies’ innova- tomers. Two-way Communication is the key “There is no substitute for quality.” tion in the marketplace through the sale and with a capital ‘C’.” “Quality is pro-active.” licensing of our assets, creates valuable “Quality means never having to say you’re sorry.” business relationships with others interested What does it cost? “The difference between ordinary & extraor- in marketing intellectual properties and does “It’s like a return on investment. It costs dinary is that little extra.” a whole bunch more. less than what you get back.” “Autograph your work with excellence.” To learn more, you can check out: “It costs you imagination, knowledge and http://www.sbc.com/gen/corporate-citizenship?pid=5882. endless effort.” “Without Quality, Without Customers.” And we in the CVSG strive to provide each of “You can’t put a dollar amount on it. It’s “Nothing is good enough.” “Quality is never final.” you with Top Quality Service. That’s why our really whatever it takes since without it Liaison Managers work one-on-one with you you’re dead!” November 2005 November and why we inform you of the latest on telecom, including SBC Products & Services, “As our district continues to grow, we need through UPDATE, our Streaming Broadcasts, >New Contract with Hawthorne to expand our services in order to support Listserver, Bell Advantage, seminars, confer- School District rising data traffic and improve our commu- ences and the website, sbc.com/cvsg. nications districtwide,” said Gil Mara, tech- SBC Communications Inc. recently an- Please see the back cover for more info nology coordinator, Hawthorne School nounced a new contract with the Hawthorne about these efforts to help you succeed like District. “SBC companies will help us meet (California) School District. The district never before. We’re here for you and because those requirements by providing a solution serves 10,000 students at eight elemen- of you and we know it! Thanks very much. tary schools, three middle schools and a that is flexible and dependable.” charter high school. “Hawthorne School District personnel are Under the contract, SBC companies will pro- very forward-thinking in their telecommuni- Kari Aguinaldo 415.542.4516 cations vision and goals,” said Robin vide GigaMAN® Service, a dedicated fiber- CVSG Leader [email protected] optic point-to-point gigabit Ethernet service, MacGillivray, president – Business Commu- to each school to connect the various loca- nications Services, SBC West. “They tions and improve communications through- demanded a system design that is reliable New Contract With Forward Air out the district. and cost effective, with the flexibility and SBC Communications recently announced a capability to adapt to new technologies in The solution will provide Hawthorne School new 5-year contract with Forward Air, Inc. for the future. Our GigaMAN optical networking SM District with a flexible, linked Metro Area SBC PremierSERV Network-based Virtual solution simplifies network operations and Network (MAN) that can transmit data at Private Network utilizing MultiProtocol Label will allow Hawthorne to expand and upgrade extremely high speeds, minimize downtime Switching technology to deliver highly differ- its communications technology infrastruc- and allow for increased productivity among entiated services to 63 locations nationwide ture while taking advantage of greater teachers and faculty. to help improve the company’s network capa- speed and bandwidth.” bilities for more efficient data transport.

2 Continued from page 1 Gelsons or Bristol Farms in terms of product We’ve Always Gone To Great Heights To Serve You UPDATE SPECIAL REPORT ON EXECUTIVES quality, selection and in my store’s case, the Providing Service customer base as well. As the youngest “From 16-19, I worked at a Service Station. Assistant Manager in the company’s history, I Most people think of gas stations but we ran quickly learned to manage employees as well a Service Station, with the emphasis on as customer expectations and handle those “Service.” Our clients came to get gas, at unexpected problems that occur when dealing which time we checked their air pressure, oil with the public. Today, decades later, I find that and fluid levels. We would then sell and install I utilize those hard-earned skills to manage dif- these basic needs.” In telecom, our clients ficult people and keep projects on track.” come to us for their basic needs, POTS lines, John Lambert, Managing Principal, local and long distance calling, Internet Lambert & Associates access…We then provision these services. At [email protected] another time, our clients would come for rou- Setting Standards tine maintenance – oil changes, tuneups, new “When I was going to college, I worked sum- tires, brakes…things needed to keep the car mers and all breaks for an electrician who running. In telecom, this could be a routine was a perfectionist. Being a junior electrician update of software, review of cable plant, new in a very upscale section of Long Island, New local, LD or Internet access plans. Later the York, I was encouraged to include in my every time comes to look at better performance day work clear communications with every- needs or desires….improving gas mileage or one, group discussions with co-workers, effec- handling or the effect of weather conditions on tive time management, effective materials the car. In telecom this could mean a lot of handling, adjustable scheduling and doing things: phone system forklift upgrade, new call every part of a job perfectly the first time. No SBC Archives & History Center center application, remote offices, more local or job was ever done until the customer was LD calling, new bandwidth needs, cost con- communications management function. Each totally satisfied. His constant counseling and trols…We help provide the basics, the mainte- major County department managed their own encouragement set my work ethics to a nance, the growth, a consultive relationship – telephone service requirements, dealing height that has made every job since then a the only difference in how I treat the client is directly with Pacific Telephone. My task was to comparison to his standards. I have used the the product.” centralize and modernize the more than 70 same approach with anyone that has worked individual PBXs (as many as 3 separate sys- Doug Kanner, President, RFM Group for me, improving and adjusting it over time, tems in a single building) into a cohesive net- [email protected] to great success as well.” work. It took 12 new tariff filings and 4 years Negotiation George Cisler, Principal, G Services to convert those 70-odd independent sys- “When I was 16, I was hired by a ski lodge in [email protected] tems into 5 regional ‘Telephone Service my native Michigan. The deal was I’d be paid Hands-On Background Came In Handy Centers.’ When completed, all locations were minimum wage and get free ski lessons on my connected via a rather sophisticated (at the “When I worked for AT&T, I ran the California UPDATE day off. I was a waitress and short order cook operations group for a few years, right at the time) tandem tie-line network permitting 4- in a lunch-only restaurant. People were in a time AT&T was installing tons of fiber optic digit dialing between all County telephone hurry, very hungry and hollering at me all the cabling. My OSP Operations folks had to users. I believe that this experience allowed time. After lunch, I was required to rent skis maintain all of the fiber. When I visited my me to develop the basic knowledge and and boots and sell apparel to lodge guests. OSP groups around the state, they taught me skills, which I continue to strive to improve in When the store closed, I had to collect tickets all about fiber – how to calculate loss budgets my work as an independent consultant.” for the ski lift. Finally, at the end of my shift, I for it; how to splice it; how to use an OTDR Peter G. Bologna, President, had to help the manager balance out the day’s and test it…When I later started TEECOM World Communications Group receipts. After my first week of witnessing Design Group, designing structured cabling [email protected] three broken ankles, I asked for a raise in pay, systems for commercial clients, that hands- in lieu of ski lessons. I thought the price they Caring on background in fiber came in very handy!” charged for a lesson was what I should see for “The most important job I held was for three a raise on my paycheck. I was shocked to learn Cecilia Trost, Principal, TEECOM Design Group years during my doctoral program at Indian that the selling price of the lesson was not the [email protected] Institute of Technology (IIT), Roorkee, India. guage, but the actual cost of the labor at the Managing Client Needs The first two years of this program involved lodge was all I could receive…so I had to nego- “Being a director of Customer Services (at a extensive research and during the last year, I tiate the value of the labor to translate into health insurer) taught me the importance and published the key findings of my investigations what I would receive by way of a pay raise.” value of managing client needs while trying to in several international journals. The skills of independent investigations that I learned Jacque Mercier, Principal, Eagles Soar solve complex technical problems.” during my research years continue to help me Communications Roy Walker, President, Walker Consulting, LLC in my professional assignments. The topic of eaglesoar@earthlink.net [email protected] my research was new with minimal resources Managing Difficult People & Keeping Developing Skills available in the institute’s library. I started writ- Projects on Track “For about 7 years, I was the Telecom ing letters to many experts in Europe, Canada “When I was 21, I received a promotion to Manager for a large Northern California and the USA seeking help in getting published Assistant Store Manager of a Pantry Markets County Government. Prior to my involvement, research material. I received help from a lot of full-service grocery store. The Pantry Markets the County had no formal central tele- these experts during my time of need. I feel were similar to what we know today as my gratitude towards all these people who

3 assisted me in my growth. The only way I can long as I can trust you to do your best, I can Telco systems and facilities. This project just pay back the people is to help everyone I afford to pay you; when I can no longer trust so happened to coincide with the deregulation come in contact with in my daily life. This atti- you, I can no longer afford to pay you.’ As a of the telecommunications industry (which tude towards my fellow human beings is consultant, this breadth of experience and my began in January, 1984). The new factory and making my life’s journey very enjoyable. ex-boss’ perspectives have guided me well.” offices were subsequently served by some of Jagdish Kohli, Ph.D. Robert James, President, TechMoves the charter long distance providers in the fledgling long distance industry. At the time, I [email protected] [email protected] was able to achieve a remarkable rate – $.25 Concisely Summarize The Issues Developing Skills per minute for all company long distance serv- “In 1990, while in a Corporate Strategy role at “I believe my telecom consulting experience ices, bettering the headquarters offices by Illinois Bell, I also served in an Executive with a ‘Big 8’ Accounting Firm has been the nearly $.10 per minute. The experience Assistant role to Dick Brown, President of most beneficial for my practice. It taught me intrigued me and I became a part-time, then a Illinois Bell (later Vice Chairman of Ameritech). to develop: full-time (1986) telecom consultant.” One responsibility was to prepare him for an ͷ A structured approach to a consulting project Steven R Green, President, S. R. Green & Associates Office of the Bell Group President meeting, ͷ Relationships with the clients and vendors [email protected] which involved receiving the meeting agenda 3 ͷ Objectivity The opinions expressed in this column are those days prior to the meeting, then preparing 6-8 ͷ Independence of the individual executives and not those of the position papers (one for each agenda Ron Pellegrini, Principal, Pellegrini Associates SBC family of companies. item/discussion area) within 24 hours. This taught me to concisely summarize the issues, [email protected] background and recommendations from a Walk the Talk CXO perspective.” My telecommunications career has been Phil Bierman, Client Solutions & Relationship lengthy – over 50 years. Been varied, started >SBC SMARTpages.com Director, Deloitte Services, LP initially as an “installer” for Pacific Telephone. Launches Site Redesign [email protected] Last assignment was as National Account SBC SMARTpages.com, a leading Internet Letting Go Manager in AT&T Long Lines. Took early retire- Yellow Pages (IYP) site, has launched a com- ment from AT&T in 1982 & been consulting “I was an industry analyst for a large prehensive site redesign that includes a new since then. No one job had one specific research firm. I had an unrelenting publica- look, enhanced search features, in-depth accomplishment that is identifiable today. tion schedule, much as a journalist does. In consumer shopping content and more infor- Over time learned that job/personal respon- each publication, I had to make insightful com- mation provided in search results. These sibility is critical. Over time learned that pro- ments, supported by data, as to the direction changes make it easier for online consumers fessionalism is important. Learned that one of the industry and individual companies. This to connect with local businesses. must do what he/she has committed to & do experience taught me to do the best I could so in a manner that’s consistent with your The new look starts on the home page – within the allowed time and then, LET GO! The values and the values of others. located at www.smartpages.com – with a “letting go” part works for me since you can lit- unique design for an IYP site. Consumers Ken DeLong, Partner, DeLong and Associates erally collapse from the stress of always wish- can easily search for local businesses by [email protected] ing you had a bit more time or a bit more entering a category, name, product or information before proceeding. This ability to Learning On The Job service. Because consumers will have “let go,” has served me well, especially in “I was an Industrial and Plant Engineer with a many options for viewing business con- executive positions where the pressure is small aerospace firm in Southern California. tent and sorting their results, they will great and you never have enough information November 2005 November The company was awarded several large con- receive the most relevant information but nonetheless must make decisions.” tracts with a major commercial/military air- from their search. Eileen Healy, President & CEO, Healy & Company craft manufacturer along with a subcontract SMARTpages.com now features more than [email protected] for ordnance cases and they expanded to a 100 revised City Guides nationwide with Trusting You To Do Your Best new facility in the City of Industry. I was Project comprehensive, up-to-date local informa- “Perhaps my most challenging position was Manager for the construction of all manufac- tion, including local news, weather, sports, that of Director of Operations for a Shared turing and office facilities for the new factory. concerts, dining and local business infor- Tenant Services Provider with sites in This included machine shop and heat treating mation. SMART Guides have been designed California, Texas, Florida and New York. It facilities, assembly, materials handling and specifically for consumers, with information allowed me to focus my actions based on a metal plating operations. I also was responsi- in more than 20 of the most popular shop- well-rounded perspective melding strategic ble for the information service infrastructure, ping categories, such as automotive, travel and tactical needs for a broad range of cus- data cabling and telephones. As a degreed and entertainment. tomers with the business and technical needs mechanical and industrial engineer with 15 SMARTpages.com advertisers receive of my employer. Additionally, I was responsible years experience, the manufacturing facilities more value than ever with a single ad pur- for developing policies and procedures cover- planning and construction was not new to me. chase. Their ad also receives distribution ing customer support as well as technical However, the office layout, planning and infra- on YellowPages.com and Switchboard.com aspects of the business, both for day-to-day structure construction was quite new. The and soon will also appear on AOL Yellow operations and on a special project basis. mainframe computer at the headquarters Pages. SBC has also introduced popular During this period, my boss was excellent at offices was some 300+ miles away, so I was new advertising packages, such as Print recognizing the skills of his employees, moti- at this time first exposed to Wide-Area- Ads Online and SBC Search Engine vating them to contribute as best they can. His Networks and the mechanisms of dumb ter- Solutions. In addition, SMARTpages.com communications were frank but always minals and other onsite data peripherals. I offers priority ranked business-listing ads, encouraging. One ground rule of his was: ‘As also became well-acquainted with PBX and sponsored links and custom Web sites.

4 Continued from page 1 network interior security threats. For example, INTRUSION PREVENTION a destructive worm or virus – such as >New Contract With John Muir/ Mt. Diablo Health System “The focus of network security is rapidly evolv- MyDoom.BB – can infect a corporate network Demonstrating its commitment to providing ing from detection to eradication. With when an employee unknowingly downloads an robust service upgrades to business cus- Managed IPS, we are not only able to identify infected file from a personal e-mail account to tomers, SBC Communications Inc. recently interior threats, but can contain and respond a corporate laptop on a home office network announced a new seven-year communica- to them in a real-time, automated fashion, and then re-connects to the corporate net- tions services contract with John Muir/Mt. which better protects the mission-critical data work. The security appliance used by SBC Diablo Health System that will provide the networks we plan, design, build, and operate PremierSERV Managed IPS is designed to Walnut Creek, Calif.-based health provider for our business customers,” said Mark P. detect the presence of the worm or virus on with expanded data capacity and network Fishler, vice president, SBC product manage- the re-connected laptop, test to verify if it is capabilities. ment. “The addition of an intrusion prevention malicious, and, if determined to be malicious, service focused on the network interior com- quarantine the infected laptop to prevent the Building on an existing communications plements our strong existing portfolio of man- spread of the worm to other network hosts. infrastructure, SBC companies will launch aged security offerings and provides an Managed IPS also includes device integration, an upgrade in network integration through additional layer of protection against poten- configuration, 24x7 real-time monitoring by the deployment of a Multi-service Optical tially destructive zero day threats.” trained professionals at SBC security opera- Network (MON) Ring – a single, redundant, secure managed network that will link John SBC PremierSERV Managed IPS utilizes a tions centers, security event notification, and Muir/Mt. Diablo Health System’s two hospi- leading-edge network security solution from response, trouble resolution, and reporting. tals and affiliate locations, and expand the Mirage Networks that actively monitors and With the addition of the Managed IPS, SBC capabilities of the network while supporting defends a network’s interior, stopping net- companies offer business customers stringent business contingency plans, which work threats before they cause widespread access to a complete suite of SBC include mandates for minimal down time damage. This device is installed on top of PremierSERV managed security service and 24/7 real-time visibility for network the corporate network (as opposed to an “in- options administered by trained SBC per- users. The new MON Ring will be built upon line” design) and does not require expensive sonnel, including: dense wavelength division multiplexing network re-architecture nor does it tax net- ͷ Managed firewall services (DWDM) technology, utilizing Nortel’s Optical work bandwidth. No desktop software has to ͷ Managed virus scanning Metro 5200, the leading Metro Broadband be purchased, installed or maintained. ͷ Managed content filtering Services delivery platform. ͷ Unlike previous generations of intrusion pre- Vulnerability scanning ͷ “The solution laid out by SBC companies vention technology, the security appliance Managed intrusion detection clearly indicates a level of technology that used by Managed IPS provides heuristic- To meet the needs of organizations with lim- improves patient safety by allowing instant based (or discovery-based) zero day protection ited IT staff or security expertise, the SBC com- and uncompromised access to patient infor- for business customers. The device responds panies offer several of these services as part mation and records, thus enabling our health to malicious activity based on its detection of of CompleteSecure, an “all-in-one” package of care professionals to make the best clinical suspicious network activity, rather than a sig- security services. The CompleteSecure pack- decisions,” said Eric Saff, chief information nature-based approach that relies on a pre- age includes virtual private networking (VPN),

officer, John Muir/Mt. Diablo Health System. UPDATE determined database of signatures (or firewall administration, intrusion prevention, attributes) of known malicious threats. content filtering, and anti-virus services. SBC companies will upgrade the existing circuits to the MON Ring, resulting in an SBC IPS differs from traditional firewall, intru- SBC companies also offer a portfolio of lead- integrated, managed network that delivers sion detection services (IDS), and antivirus ing security hardware devices and trained pro- robust benefits, including quadrupled band- solutions in several ways. For example: fessionals to stage, install and configure the width with capacity for additional projected ͷ devices on the customer premises. In addi- SBC IPS monitors behavior of various growth over the next seven to ten years. For tion, SBC PremierSERV Consulting Services computers and servers operating on the John Muir/Mt. Diablo Health System, the are available to offer expertise in designing IT corporate network, as opposed to looking MON ring was designed to carry Fibre infrastructure and networks to protect for known signatures of worms and Channel, Gigabit Ethernet, and SONET against security threats. viruses. This enables the service to iden- (OCN) services in their native format, elimi- tify malicious activity resulting from both Additional information about SBC PremierSERV nating points of failure and costly protocol known and unknown threats. Managed Security Services, including the new conversion equipment. ͷ SBC IPS monitors traffic between com- Intrusion Prevention Service and the Complete- puters operating on a corporate network, Secure service package, can be obtained from “John Muir/Mt. Diablo Health System has serving as a complement to traditional your Liaison Manager. been a customer of ours for nearly 20 years, firewall technology, which attempts to and we’re very pleased they’ve chosen us to provide this dynamic network upgrade. The erect a barrier at the entry point to the New SONET Service for CareTech Solutions corporate network. This enables detec- capacity of the MON Ring will allow each SBC Communications recently announced tion of known and unknown threats resi- physician in the hospital simultaneous a new 5-year Data Services contract with dent on trusted computers inside the access to the network to view patient records CareTech Solutions, Inc., a technology corporate network. and X-rays, or update and monitor patient and health information management out- data, without a single hitch in real-time visi- SBC IPS automatically isolates and stops sourcing provider. SBC will be providing bility,” said Robin MacGillivray, president, the propagation of detected threats without Synchronous Optical Network (SONET) Business Communications Services-SBC the need for software agents to be installed service to support the organization's new West. “It essentially creates a virtual, feature- on individual computers. Internet Data Center, Call Center and rich, on-demand environment with no wait The SBC companies’ new intrusion prevention Network Operations Center with the high- time or downtime.” service can assist in mitigating a variety of est levels of redundancy and survivability. 5 Analyze and Prioritize responsible for what and who needs what Jerry Hinek, SBC Security The very first step is to analyze your business resources to accomplish the tasks. and prioritize which components or people you You will need an emergency contact list so >It Happens: would need the fastest, and which ones you you and your employees can reach each Surviving A Disaster could do without if they were delayed for a day other. Perhaps there is a friend or family or a week in returning to service. Frequently Executive Summary member in a different state who would be one of the most important things is a com- willing to take a few calls and help you This article provides an munications channel. You might be able to coordinate with people. Get that person’s overview of steps you can delay payroll a day or two, but not too long. You agreement in advance so you can inform take to help keep your can probably put off paying bills for a few days. your employees. business running after a disaster. You need Take some time to evaluate and document to analyze your business, prioritize its what’s most important to keep your business STEP ONE: If you haven’t been backing up needs and plan for what you would have to running. You should identify what you could your computer files, now is the time to start do to replace key components or people. replace, such as office supplies, and what is doing that. It only takes the minor disaster of Share your plans with your key employees. irreplaceable, such as all the information that your drive crashing to ruin your day or week. You also need to plan for the safety of your your business has on computer. Lost data can mean the loss of months of family before natural disasters so that you work to some professionals. STEP TWO: You Family and Loved Ones will have the time and focus to get the busi- have to keep the backups somewhere else ness running again. Although this article is about keeping your other than near your computer. A backup business running, you’ll have a hard time does you no good if it’s destroyed at the Introduction doing that, especially after a natural disaster, same time as your production database. if you’re not sure that your family is well. They In previous articles, I have tried to help you Your Internet Services Providers (ISP) may depend on you and the success of your busi- protect yourselves from cyber attacks of give you disk space. If you have very large ness, so if you can plan for their well-being in one sort or another. I usually discuss the files you may have to contract with a data advance you’ll be able to give your business risks and the trade-offs so you can decide storage and recovery company. the attention it will need. As you go through what suits you best. In this article I am You need a place to set up shop if your pri- the rest of this article keep your loved ones in going to assume the worst can and will mary location is destroyed. See where you mind and include them in your plans. The happen no matter what we do. By the worst, can rent office, shop or warehouse space. American Red Cross has an excellent web I don’t necessarily mean cyber attacks, but Establish relationships with the owners of page for Family Disaster Planning: http://www.red- natural disasters and other catastrophic these locations if that is possible. cross.org/services/disaster/0,1082,0_601_,00.html events that can occur no matter how much Negotiate terms before the disaster. It will defensive action we may take. Plan be a lot less expensive if you can. Earthquakes happen when they happen. Once you have a handle on the critical com- Tornadoes and hurricanes are not affected ponents you should make a plan for how you Some Things To Consider will take care of those most urgent needs by your defenses. We saw Hurricane Katrina Computer Systems after a disaster. Which employees do you in real time on television and on the web. Computers are normally easy to obtain, want to contact you as soon as possible We saw the pictures of the tsunami in Asia their prices keep falling and their power after the event? You may need to arrange a at the end of 2004. You can’t predict or keeps increasing, but the information we new place of business quickly. Will you have stop these events, but how well you survive keep on our computers may be a lot more to rely on cell phones temporarily? You may them can depend a great deal on what you difficult to replace or recover. do before they happen. need to recover information from backups to Recovery Vs. Insurance Adjustment November 2005 November your computer systems. Do you have back- This article is about a topic sometimes ups now? How fast would you be able to Planning for disaster recovery may be less called “Disaster Recovery” and other times obtain your backup data and restore it on a expensive than buying insurance that will pay called “Business Continuity”. It will discuss different computer? Who’s help will you you off after something happens. Earthquake things you can and should do now to give need right away? What kind of help will you insurance is very expensive, if you can get it, your business a better chance to keep func- need right away? After a disaster you will and comes with a high deductible. Scheduling tioning after a disaster. I won’t define dis- probably be running around frantically regular data backups and sending the back- aster for you; you’ll know it if it happens. unable to hold a staff meeting to decide ups offsite can be trivial in cost by compari- what has to be done. Take the time to son. If you have a Virtual Private Network Key Steps in Preparing for the Worst decide before a disaster. between your home and your office, can you What you should do depends on the size Prepare send the backups securely over the Internet? and complexity of your business and on Large capacity external hard drives are only a By this point in the process you will have a where the most critical components, few hundred dollars. The storage capacity of good idea about what you have to do to stay processes and people are. By critical I little USB memory sticks is up to 2 gigabytes in business. Now it’s time to take steps that mean which ones would cause the most already. Are your electronic files small enough will make that plan a success. damage if they were lost to you for even a to keep copies in your car or your home? If short time. For some people their business At the very least, draw up a check list of you make the effort to protect yourself from could not exist without a car, a cell phone things that you have to do after the worst disaster you reduce the risk for your insur- and a personal digital assistant (PDA). happens. Prioritize those things. It won’t be ance carrier and you may get more favorable Others need their design studio with all the perfect, but it will save you time and will rates in return. tools and supplies. Others have one or probably help you to avoid forgetting critical Zotob Virus more offices with computer systems, phone things when you need them. You can assign systems and key personnel doing fast tasks or groups of tasks to key people on The Zotob worm that struck many computers paced order processing. this list so that everyone will know who is on August 16 was a small disaster. It dis-

6 rupted a lot of businesses. Both ABC and of us are becoming more aware of the CNN admitted being affected by it and having tactic, so they have begun using new tech- >Helping Law Enforcement to use typewriters to write their stories. I’m niques to stay one step ahead of us. Stay Connected Federal and local law enforcement agencies sure that wasn’t a well-documented and One recent technique is for the crook to across the country are deploying a new wire- planned disaster response, but it worked for work an online Chat Rooms gaining the less handheld information solution from them. What do you have? It’s easy to say they trust and confidence of potential victims. Cingular Wireless and BIO-key International, should have installed the operating system The crook can spend months talking to you Inc. that enables officers in the field to patches that Microsoft published the week and pretending to share your interests quickly access National Crime Information before, but they have priorities and pressures before asking you for a favor or for some Center (NCIC) and other critical data. just as you do. Certainly install the patches, information. Remember phishing is a form but prepare for recovery from cyber disasters. of social engineering. Be wary of revealing The U.S. Capitol Police, Federal Protective Services and Oklahoma County Sheriff Office Conclusion too much personal or financial information electronically, no matter how low-risk it may are among those public safety organizations You can’t prevent all possible disasters, that are using the Cingular/BIO-key solution. and it would be very expensive to try. appear. The bad guys often are very per- suasive, very creative and very adaptable. The solution gives law enforcement officers Planning for disaster recovery is a cost who are on foot, a bike, horseback, or on spe- effective alternative. Give some thought to cial detail the ability to query local, county, what you could do if the most important state and federal criminal databases using things to your business suddenly were not BlackBerryTM wireless handhelds and Pocket there. By planning in advance you can mini- Jerry Hinek is a Senior Business Security Manager PC-based wireless PDAs that are equipped mize the disruption to your business. for SBC Services. He earned an MBA in with BIO-key’s PocketCOP software and oper- Information Management and is a Certified Phishing Update ate on Cingular Wireless’ nationwide Information Security Professional. The opinions The people who write phishing messages GSM/GPRS wireless data network. Cingular expressed in UPDATE are not necessarily those of Wireless operates the largest wireless digital trying to trick you into revealing your per- the SBC family of companies. sonal financial information know that most voice and data network in the U.S. PocketCOP enables real-time access to and Beaumont, Texas. SBC Pioneers have vehicle registration information, stolen vehi- > SBC Companies Helping been staffing phone banks in shelters and cle information, weapon registrations and Hurricane Victims assembling care packages for refugees. warrant information. Thanks to Cingular’s The SBC Foundation is providing a dollar-for- wireless data network, officers using the SBC companies also are enabling free dollar match of contributions – up to a total wireless handhelds can also send text access to SBC FreedomLink Wi-Fi hot spots corporate contribution of $2 million – by messages and e-mail for quiet, inconspicu- in areas heavily impacted by Katrina, includ- regular full-time employees and eligible ous communications in the field. ing Louisiana, Mississippi, and Alabama, as retirees with funds directed to the American well as the Houston, Texas, area and spe- Cingular provides law enforcement and public Red Cross. The money is aiding emergency cific cities in Florida, where many hurricane safety agencies with a variety of mobile device relief efforts in the affected communities evacuees are staying. Florida cities include: platforms including trunk-mounted wireless along the Gulf Coast in Louisiana, UPDATE Pensacola, Panama City, Warrington, and modems and laptops with EDGE-enabled PC Mississippi, Alabama, and along the entire Callaway. This free wireless broadband modem cards in addition to the new path of Katrina. This contribution is in addi- access at designated SBC FreedomLink PocketCOP solution for handhelds and wire- tion to a five-year, $1 million grant made locations assists hurricane victims and less PDAs. The backbone of the system is earlier this year to the American Red Cross. relief workers with critical communications Cingular’s GSM/GPRS network, which pro- According to the Red Cross, the initial con- as they work to recover from the disaster. vides wide area coverage for reliable data contribution helped put Red Cross personnel in The FreedomLink venues offering free serv- nectivity across the country in 13,000 cities position prior to Katrina so they would be ice include Barnes & Noble bookstores, The and towns and along 40,000 miles of inter- ready to provide immediate aid to hurricane UPS Store®and Mail Boxes Etc.®locations. state highways. This helps ensure sufficient victims seeking basic needs, such as shel- capacity for communication between law ter, food, drinking water and supplies. In response to requests from BellSouth, enforcement officers and the stationhouse – SBC companies were deploying up to 140 SBC companies are deploying a wide range even during peak network usage. Deploying technicians to assist in Louisiana, of free communications services valued at wireless handhelds from Cingular enabled with Mississippi and Alabama. At the UPDATE more than $4 million per month for use by PocketCOP can reduce traffic on a law enforce- deadline, additional technicians were to be the tens of thousands of refugees in ment agency’s private radio channels, keeping provided on an as-needed basis. SBC com- Houston and San Antonio. The company has them open for critical communications. panies responded to a request from Bell- made available to hurricane victims at the South for generators and microwave BIO-key’s PocketCOP features the most Houston Astrodome up to 1,000 telephones trailers. SBC companies and other advanced data security that exceeds CJIS with free local and long distance calling, providers have a long history of providing Governing Board standards. Security fea- three months of free personal voice mailbox “mutual aid” assistance after natural dis- tures include end-to-end AES encryption, user use, free wireless service in conjunction asters or in other times of need, helping to ID, password and device authentication at with Cingular ® Wireless, and SBC Yahoo! ensure that critical communications serv- logon, plus audit trail via log server to moni- DSL service and computers for high-speed ices in impacted areas are restored as tor activity. Cingular adds an additional layer Internet access. The companies have quickly as possible. of security in its GPRS network with 64-bit A5 installed Wi-Fi hot spots for use by public encryption with authentication protocols for service personnel and media for wireless Information in the above story is subject to change. added security and wireless data compres- Internet access. Also, SBC companies set “Be somebody for somebody.” sion for enhanced speed. up phone banks for refugees in Tyler, Texas Mother Teresa 7 Open a Word document, and click on File, to warn users before printing, saving, or Nancy Grover, SBC Security then Properties. This opens the Properties sending a file that contains tracked dialog box, which contains summary infor- changes or comments. >Removing Hidden Data mation about a file. Click on the General tab Converting files to a PDF format will strip out In the August 2004 issue of and you will see the directory path and hard most metadata. Sending documents in a UPDATE, I wrote an article drive the document is stored on, as well as format that prevents a document from being about Steganography, which is the time and date it was created, last mod- changed can actually be helpful or even nec- the intentional hiding of data ified and viewed. essary in some cases. Ideally, you should to keep others from seeing it. This month I On the Summary tab, the name of the author clean out metadata such as tracked changes, will be telling you about data hidden in your or authors, your company’s name, and name versions and comments as it can end up Microsoft Word, Excel and PowerPoint docu- of the template used will be displayed. being included in the PDF file after conversion. ments that you may be sharing without your The Statistics tab contains information about While converting a file to a PDF format will knowledge. This data is known as metadata. the size of the document, with the Total strip out much of the metadata, PDF files can Editing Time displayed in minutes. The time contain their own metadata. This is usually What is Metadata? displayed is actually the amount of time the basic information like the name of the author, When a Microsoft Office document is created, document remained open on the computer date of creation, file location etc. Select File, opened, or saved it can contain metadata and not the time actively spent editing it. then Document Properties to view the sum- that includes user information. The document mary metadata information within a PDF file. author is not usually aware the document Why is Metadata a Problem? In this same dialog box, you can add further contains anything more than what he/she Many times, people will reuse and adapt a restrictions as to how the document can be has written and can see on the computer document for a new client or project. As accessed, used, copied or printed in the screen. This could lead to the disclosure of deleted text, tracking information, changes, Security Options settings. If you want the sensitive or proprietary data when electronic versions, and comments on documents can recipient to have the ability to edit the docu- versions of these documents are shared with become viewable, confidential and propri- ment, it will need to be sent in its original others. Metadata is also stored in other word etary information can be leaked out format, but without metadata. There are sev- processing applications such as WordPerfect, eral programs that can help identify and clean OpenOffice and StarWriter. But as 90% of British Prime Minister Tony Blair was metadata from these documents. embarrassed last year, when documents users use Microsoft products, I will concen- A very simple way to view and remove some trate on those. pertaining to the conflict in Iraq contained metadata information that contradicted his hidden data is to cut and paste an entire On its Web site, Microsoft lists the following official position. document into the Notepad application. metadata that may be stored in documents Most text should now be visible. Save the created in all versions of Word, Excel and Unmonitored content leaving a corporation document as a .txt file. Note that in doing PowerPoint: introduces legal and competitive risk. Lack of this, you will lose most of the formatting. ͷ Tracking Changes: Inserted or deleted text content filtering and monitoring makes it dif- Now open the .txt file in Word, reformat it ficult to discover potential breaches of policy, ͷ Comments and save it again as a .doc file. the sharing of confidential information and ͷ Your name the ability to hold individuals accountable. ͷ Your initials Remove Hidden Data Tools ͷ Your email address How to Remove Metadata Microsoft and other companies have recog- ͷ Your company or organization’s name nized the dangers of metadata and have There are several ways to reduce or elimi- ͷ The name of your computer developed tools that can be used to find November 2005 November nate metadata from Microsoft documents. ͷ The name of the network server or hard and eliminate some types of metadata. Word, PowerPoint and Excel users should disk on which you saved the document Keep in mind that for most legal purposes, turn off the Fast Saves feature. To do this ͷ it is important to retain the original docu- Other file properties and summary info click on Tools, then Options, then select the ͷ ment with the metadata intact. However, it The names of previous document authors Save tab, and uncheck Allow fast saves. In ͷ Document revisions is equally important not to share confiden- older versions of Microsoft Office products, tial data outside the company. When it is ͷ Document versions this feature is turned on by default. necessary to share documents, there are ͷ Template information The Allow fast saves feature lets a com- tools that can assist in removing much of ͷ Hidden text puter save a file more quickly by not remov- the metadata. ͷ Macros ing deleted text. If you use features like ͷ Hyperlinks Microsoft recently released the Remove tracked changes, document versions or Hidden Data Add-In, which permanently ͷ Routing information comments, make sure you delete the infor- removes hidden and collaboration data, ͷ Non-visible portions of embedded Object mation that is being kept within the docu- such as change tracking and comments, Linking and Embedding (OLE) objects ment with these features before sharing it from Word 2003/XP, Excel 2003/XP, and with someone outside your company. PowerPoint 2003/XP files. Viewing Metadata in Word Office XP, Word 2003 and Office 2003 The Remove Hidden Data add-in can be Text you thought you had deleted, edits, include new features that help reduce acci- used on individual files within an Office XP comments and other information become dental disclosure of metadata. By selecting or Office 2003 application, or run on multi- viewable to anyone using a hex editor. Tools, then Options, and clicking on the ple files at once from the command line. In However, as most people don’t use hex edi- Security tab, you can specify that some either case, to run the tool you must have tors in their day-to-day routines, the average metadata not be saved in a document. the application installed in which the docu- Microsoft Office user can still view some of Microsoft provides the ability to remove per- ment was created. the stored metadata. sonal information from a file upon save and

8 The tool runs on Windows 2000 Service speakerphone, voice recorder, Camera and Pack 4, and Windows XP Service Pack 1. It >Cingular to Deliver Wireless camcorder, and Windows Media Player. has not been tested on Microsoft Windows E-mail and PIM Solution on Windows Mobile Handsets “There is a growing class of business users 2000, and cannot be installed on Windows that requires highly secure wireless access Cingular Wireless recently became the first 98 or Windows Millennium Edition. to email and PIM, but isn’t willing to sacri- wireless company in North America to offer Microsoft’s tool can be downloaded from fice portability and phone power,” said Rick Good Technology’s GoodLink™ wireless mes- www.microsoft.com/downloads/details.aspx?FamilyID=144 Osterloh, vice president, products, Good saging and data access software and service e54ed-d43e-42ca-bc7b-5446d34e5360&displaylang=en Technology. “Cingular and Good together on Windows Mobile-enabled Smartphones. and works with the following applications: are uniquely able to serve this user base Microsoft Office Excel 2003, Microsoft Office GoodLink from Cingular is now available on with a cost-effective choice of Windows PowerPoint 2003, Microsoft Office Word the Audiovox SMT 5600 and the Motorola Mobile Smartphones powered by GoodLink 2003, Microsoft Excel 2002, Microsoft MPx220 Smartphones. Both devices now on the largest digital wireless data network PowerPoint 2002, and Microsoft Word 2002. support the latest version of GoodLink soft- in the country.” ware, GoodLink 4.5 for Windows Mobile A new and promising tool for removing Cingular offers GoodLink as an end-to-end Smartphone, to give business customers metadata has been recently introduced by service for a monthly fee of $44.99 per month continuous two-way wireless synchroniza- Workshare, called Trace. Trace works simi- for unlimited data with a qualified voice plan. tion of their corporate Microsoft Outlook larly to the Remove Hidden Data add-in, but Customers must purchase a one-time $1,500 applications, including e-mail, calendar, with more options. Information about Trace Starter Pak per GoodLink server license, and contacts, notes and tasks, while on-the-go can be found at http://www.workshare.com. a one-time $99 per user GoodLink Client using a lightweight handset. For additional information about manually Access license. Cingular is offering both The Audiovox SMT5600 is a “candybar” removing metadata from your documents, devices for as low as $199.99 with a two-year style Smartphone recognized as one of the view these articles from the Microsoft voice and data service contract. world’s smallest Windows Mobile-based Knowledge Base: GoodLink from Cingular is available through Smartphones, weighing just 3.6 ounces. Cingular’s direct B2B sales organization. For Word 2003: The Motorola MPx220 is a quad-band flip- more information or to arrange to speak with a http://support.microsoft.com/default.aspx?scid=kb;EN- phone designed for busy professionals B2B account manager, call 1.866.429.7222 US;825576 wanting style without compromising high- or visit http://www.cingular.com/goodlink. Word 2002: tech phone features. http://support.microsoft.com/default.aspx?scid=kb;EN- “The availability of GoodLink from Cingular on US;290945 Windows Mobile Smartphones gives our busi- Cingular Wireless signs long-term distri- Excel: ness customers who prefer the look and feel bution agreement with RadioShack of a wireless handset a cost-effective way to http://support.microsoft.com/default.aspx?scid=kb;EN- Cingular Wireless recently announced a access their corporate e-mail without having US;223789 10-year distribution agreement with to purchase a PDA,” said Michael Woodward, Power Point 2002: RadioShack Corporation, the nation’s executive director, mobile professional solu- http://support.microsoft.com/default.aspx?scid=kb;EN- most trusted consumer electronics spe- tions, for Cingular Wireless. “This under-

US;314800 cialty retailer, that will give Cingular more UPDATE scores Cingular’s commitment to provide our than 5,000 new sales outlets across the Word 2000: customers with the applications they need United States. This agreement also will http://support.microsoft.com/default.aspx?scid=kb;EN- using the devices and operating platforms make RadioShack Cingular’s single US;237361 they prefer on the largest digital wireless data largest distribution outlet. Power Point 2000: network in the U.S.” Cingular will sell its full line of post-paid http://support.microsoft.com/default.aspx?scid=kb;EN- GoodLink from Cingular provides a two-way, products and GoPhone pre-paid products US;314797 wirelessly synchronized connection to through RadioShack stores beginning in Microsoft(R) Outlook functions and other fea- Power Point 97: the first quarter of 2006. http://support.microsoft.com/default.aspx?scid=kb;EN- tures when customers are within Cingular US;223793 coverage areas on multiple device platforms “The agreement with RadioShack builds on including Palm, Windows Mobile Pocket PC Cingular’s already-strong distribution and now Windows Mobile Smartphone. system,” said Cingular President and CEO GoodLink provides enterprise-class, FIPS-cer- Stan Sigman. “RadioShack brings a nation- tified security including end-to-end AES data wide network of stores and a team of encryption, remote data wipe and remote knowledgeable and helpful salespeople Nancy Grover, Regional Manager-SBC Corporate password policy management. It also with an unparalleled understanding of Information Security, is responsible for the com- includes Secure Over-The-Air™ device provi- wireless products. Cingular is looking for- pany’s critical systems, including the core network sioning and management featuring Zero-IT- ward to leveraging these new sales chan- and the Network Operating Centers. She is a Touch™ activations and upgrades of nels to grow our business and serve our Certified Information Security Professional and an customers.” Information Systems Security Architecture GoodLink and third-party applications for sim- Professional (Network Security Architecture). plified IT administration. Cingular has 2,300 company-owned stores The opinions expressed in UPDATE are not neces- Both the Audiovox SMT5600 and the and kiosks and sells its postpaid products sarily those of the SBC family of companies. Motorola MPx220 are compact yet rich with in 5,100 other national retail stores. The features, including Microsoft® Windows company is also represented in 15,000 “Speech is the index of the mind.” Mobile 2003 Second Edition for Smartphone, authorized agent locations. The two compa- T9 predictive text, MSN Messenger, built-in nies are also exploring other distribution Seneca Bluetooth, infrared port, mini SD card slot, opportunities in the future.

9 Table 1. Dataveillance Techniques. Jagdish Kohli, Ph.D. Front-End Verification Computer Matching Profiling

>Digital Surveillance Cross-checking of data Expropriation of data maintained A set of characteristics of a particular Our society is undergoing in an application form, by two or more personal data class of person is inferred from past tremendous changes. Visible against data from systems, in order to merge previ- experience. Data-holdings are then terrorism is on the increase other personal data ously separate data about large searched for individuals with a close in many parts of the world. systems. numbers of individuals. fit to that set of characteristics. New technologies continue These technologies are here to stay, and 3. Consistent identification of the data. to evolve to identify people involved in illicit their potential for both good and evil is real. activities. These technologies also chal- The first two conditions have been satisfied Over the past few years, the tug-of-war lenge the long-cherished privacy of law- as a result of progress in information tech- between privacy and security has reached a abiding citizens. Leading democratic soci- nologies during the last two decades. The new level, and people are accepting a new eties are debating this issue to find a new third condition is the sole factor that is inhibit- reality. People are willing to give up some of balance between personal privacy and ing the achievement of a surveillance society. their privacy in pursuit of security. They are security of the environment we live in. New willing to put up with inconveniences at air- technologies also afford an opportunity for Dataveillance ports and office buildings. They are getting citizens to participate more actively to accustomed to removing their shoes before Dataveillance is a subset of the digital sur- create a more secure and sustainable going through airport metal detectors. They veillance system and is the systematic use social order. don’t seem to mind having their photo of personal data systems in the monitoring taken many times before getting into eleva- or investigation of the actions or communi- Privacy in the Digital World tors in office buildings. But they do have a cations of one or more persons. It is signif- Several technology developments for gather- problem with indiscriminate data gathering icantly less expensive than physical and ing, sorting, mining, and distributing all kinds that invades people’s privacy without really communications surveillance, because it of information about people pose potential improving security. can be automated and augmented by pat- threats to privacy. Here are just a few of them: tern recognition. ͷ The mass collection of personal information All sorts of records are now digitized. Front-End verification, computer matching and Everything from tax returns and legal set- and subsequent mining of that data will not solve the security problem. Instead, the gov- profiling are the key Dataveillance techniques tlements to sales receipts are now in dig- and their definitions are listed in Table 1. ital format, which can be easily copied. ernment ends up with far more information than any person or any computer can ana- As we participate in life’s daily activities we ͷ Databases have proliferated. Since every- lyze. Data mining is problematic because it generate a lot of data. Multiple activates one from your bank to your local dry cleaner results in extensive watch lists of people create “Data Trails” and define the identity of is storing customer information in a data- who share “suspicious” traits, such as an individuals. A succession of identified transac- base, large data repositories are inviting ethnic surname or a fondness for movies tions, which reflect real-world events in which targets for hackers. Databases also make about airplanes. But so many people end persons participate are listed in Table 2. it easier for people to look up information up on these lists that the lists become an Paper-based data trails have been around for they have no business accessing. inefficient way of finding the bad guys. Data a long time and some of the activities asso- ͷ Databases are increasingly linked. New mining is better for building a case after the ciated with them are listed under old trails in application integration technologies such fact than for preventing an attack. The mas- Table 2. Over the past couple of decades as Web services are designed to tie data- sive data collection measures are more there has been an ever growing trend to use bases together easily, allowing business effective at trampling our privacy. Never the information technologies in our daily transac- November 2005 November intelligence software to pinpoint specific less we are moving towards a surveillance tions. These technologies create a large information in multiple databases. society. The following are the preconditions amount of data about each individual. ͷ The Internet makes collecting, sharing, to establish a digital surveillance society: Technologies associated with these recently and sending information easy. new trails are also listed in Table 2. ͷ Inexpensive digital cameras, particularly 1. A range of personal data systems, each Webcams, let people capture images wher- processing data for specific purposes. There is so much data out there about each ever they go. Digital video recorders are also 2. Personal data systems connected via one of us because of our regular electronic becoming an integral part of mobile phones. one or more telecommunications networks. transactions that one could ask the question “Where is the real privacy?” We could also reconcile with the fact that we are becoming Table 2. Data Trails. a part of an “open society”. Dataveillance Old Trails Recently New Trails techniques discussed above are used to identify individuals by establishing correla- ͷ ͷ check payments drawn ATM withdrawals tions between different data trails. ͷ loans ͷ debit-card payments ͷ ͷ charge account transactions telephone call records Mobile Surveillance ͷ credit-card transactions ͷ building access ͷ taxation details ͷ video-surveillance Mobile Phones regularly check in with their ͷ welfare payments ͷ email traffic nearest base stations in order to optimize ͷ licensing details ͷ web-traffic signal strength. This can, of course be mon- itored and will pinpoint the phone to at least ͷ stored-value cards the nearest cell - approx. 1 sq. km in the ͷ calling-number display country, as little as 250 meters in some ͷ personal telephone numbers heavy traffic city areas. It is technically pos- ͷ intelligent transportation systems sible for a certain phone to be sent “test signal” units so that it responds much more 10 frequently with its position more frequently and participate in this endeavor. If a regis- much gap between “Have” and “Have Nots” than normal. All phones have radio fre- tered volunteer happens to be near a crime creates social problems of poverty, drug quency “fingerprints” i.e. characteristics of scene, he/she can record the scene and abuse, alcoholism, terrorism etc. Taking care the individual antenna and electronics of a shoot it to the appropriate place for further of the underprivileged members of the society particular unit. These characteristics of investigation. The associated personized by creating public private investment- based mobile phones can be used to pinpoint the device can also provide the location of the economic zones, bringing new employment location of a crime scene. This is further crime scene and put a date and time stamp opportunities and engaging people in illustrated in the following application of on the video scene. Thus adding a few mil- addressing social issues is one of the ways mobile technology for surveillance. lion “moving electronic eyes” can creates a to address the problem of seclusion, isola- United Kingdom has 4 million cameras mon- more secure environment. tion, disengagement and resulting destructive itoring streets, parks and government build- behavior. These are some of the important ings. London alone has 500,000 cameras Long Term Solution steps towards creating a just, equitable and watching for illicit activity. Mobile surveil- In the final analysis technology alone can’t sustainable social order and of course the lance involves a number of citizens to video provide a long term solution to the problem of proliferation of the Mobile Internet will bring capture a crime scene at any time and any a balanced and sustainable social order. knowledge and awareness to create a better place. Thus this capability augments the Education plays an important part in unlock- future for all people. video surveillance of stationary cameras. ing the hidden human potential for change. Mobile Surveillance is a potential applica- Developments in wireless networks and tion that can be facilitated by personized handheld mobile devices will bring new learning resources to people any time, any place mobile devices and assist in capturing the Jagdish Kohli is an independent consultant with identity of evil doers. Law enforcement and in any media format. It’s the education specialization in Mobile Technologies, Networks agencies can create partnership with public that reduces the “Knowledge Divide”, and applications. He can be reached at and train volunteers to act as public agents “Economic Divide” and now the “Digital [email protected]. The opinions expressed to provide timely information about crime Divide” between privileged members and in this UPDATE article are those of Dr. Kohli and scences. A number of citizens can volunteer underprivileged members of the society. Too not those of the SBC family of companies.

or VC1 – the Digital Video Recorders (DVRs) structure for its one-of-a-kind video network >Motorola And Scientific- are expected to store content approximately will help our IP set-tops to provide SBC U- Atlanta Will Be Set-Top Box twice as efficiently as DVRs provided by other verse TV viewers with a seamless video Suppliers For SBC U-Verse TV video distributors’ DVRs. entertainment experience.” SBC Communications Inc. announced re- “We remain on track to give consumers In March 2005, SBC awarded a contract to cently that contracts have been awarded to more video entertainment choices through Scientific-Atlanta to provide IP video network both Scientific-Atlanta and Motorola to deliver SBC U-verse TV,” said Champion. “The equipment that would enable SBC to next-generation Internet Protocol TV (IPTV) planned set-top boxes will offer many out- acquire, process, encode, and distribute dig- set-top boxes that will enable customers to standing capabilities and we can add even ital media content to subscribers. SBC is cur- access TV programming, video-on-demand, more features in the future by upgrading the rently testing this video network equipment UPDATE interactive applications and other advanced software in the boxes remotely.” as part of an SBC technical trial. Instead of features that are part of the U-verse family of using a traditional broadcast video system, services. The set-top boxes will operate the new Microsoft® TV IPTV Edition software. SBC in which all content is continuously sent to Both vendors will develop and supply IPTV provided a common set of specifications to every customer’s home, SBC companies will set-top boxes that will help SBC companies both vendors to build the set-top boxes. use a switched IP-video distribution system. offer consumers more TV choice and a much- In the switched IP-video network, only the needed alternative to cable companies. The “Motorola’s IP set-top platform, built on our content the customer requests is provided to contracts, awarded by SBC Services Inc., give decades of experience as the global leader in the customer, freeing up bandwidth to be equal market opportunity to both vendors and digital set-top technologies, will establish used for other applications. continue through the end of 2008. Project SBC U-verse TV as an industry-leading IP The SBC U-verse suite of services allows for Lightspeed is the SBC initiative to expand its video service,” said Dan Moloney, president, increased programming choices and many fiber-optics network deeper into neighbor- Motorola Connected Home Solutions. “Our new services that integrate video, broad- hoods to deliver SBC U-verse TV, voice and vision of seamless mobility begins with bring- band, voice and wireless products. high-speed Internet access services. ing high-quality, IP video into the connected home, and our role in the launch of SBC’s SBC is planning an initial controlled market “This is a major technology milestone for entertainment service represents yet another entry in late 2005 or early 2006. The com- IPTV,” said Lea Ann Champion, senior exec- step forward in making that vision a reality.” pany plans to add more features and func- utive vice president, SBC IP Operations and tionality, including whole-home DVR and Services. “A number of different technology “The dynamics of interactive video systems high-definition functionality, to the SBC U- components have come together to ensure and integrated services over an IP network verse TV offering and enter more markets the set-top boxes can efficiently support the will require set-tops with groundbreaking, beginning in mid-2006. Both vendors con- features and functionality we plan to deliver innovative technology to deliver a wide tinue to make progress in delivering the tech- to our customers.” range of advanced capabilities,” said Jim McDonald, chairman, president and CEO at nology to SBC. At this time, SBC expects to The planned IPTV set-top boxes are tuner- Scientific-Atlanta. “The combination of use Motorola set-top boxes initially when it less, which allows multiple video streams to Scientific-Atlanta’s expertise in digital set- scales the service, with Scientific-Atlanta set- be sent to one set-top box. Additionally, tops and the unique insight we have top boxes soon thereafter. because the boxes will operate next-genera- acquired in helping SBC establish the infra- tion compression technology – either MPEG4 11 establish logical connections. SONET sup- Product Enhancements Data with David ports multiple services including Time As this product continues to evolve, SBC is Ethernet is a widely used Division Multiplexing (TDM) (for voice applica- planning enhanced Layer 1 functionality in protocol among business tions), Asynchronous Transfer Mode (ATM), late 2005 or in 2006. These technological customers for moving data frame relay, and Internet Protocol (IP) based enhancements will provide our customers across their local area net- traffic. Ethernet ports are added onto dedi- with improved performance, flexibility, effi- works (LAN). Over 90 per- cated SONET enabling LAN interconnection in ciency, and manageability. Here are several cent of installed enterprise native protocol by directly mapping or encap- of the enhancements under development. networks worldwide use sulating the Ethernet frames in the SONET Virtual Concatenation (VCAT) payload. The Ethernet signal is transported Ethernet in their LANs. Customer applications SONET channels are inherently the wrong inside a SONET frame from one network ele- have increasingly placed more demand on size for carrying Ethernet traffic. For exam- ment (add/drop multiplexer) to another. bandwidth, and as customers networks have ple, putting a single GigE data stream (1 Provisioning of EoS is handled just like a DS- grown, so too have their local and wide area Gbps) into an OC-48c (2.5 Gbps) channel 1 or DS-3 circuit. Multiple Ethernet signals networks (WAN). The drive for greater band- wastes 58 percent of the bandwidth of the can be transported across the same network width is forcing companies to look at the SONET channel. A more efficient way of using different STS’s (Synchronous Transport make up of their networks, their ongoing oper- packing Ethernet traffic into a SONET/SDH Signal – the electronic information transfer ations, deployment costs and the manpower transport network utilizes virtual concatena- rate on mux’s, equivalent to speeds known as needed to support it. tion. It’s an encapsulation technique for the Optical Carrier (OC) levels on fiber). EoS is transport of payloads that do not efficiently Metropolitan area networks (MAN) are now delivered as a simple point-to-point private fit within the “standard set” of synchronous commanding more attention as they connect line solution with 100 Base T (100 Mbps) and payload envelopes (STS-1 and STS-Nc). It LANs and WANs. Up until the past few years, 1 Gigabit Ethernet (1000 Base LX and SX provides the ability and the flexibility to size LAN and WAN connections were either DS-1 [single mode fiber and multimode fiber]) ports the customer’s bandwidth based on their or DS-3 private lines providing either too little integrated into the dedicated SONET Ring traffic requirements by creating a payload of or too much bandwidth. There is a paradigm platform from OC-3 to OC-192. The EoS fea- finer granularity compared to the contigu- shift in the MAN environment as new optical ture is only available on Next Generation ous concatenation offered today. This metro access and transport technologies SONET equipment; hence existing SONET planned enhancement adds flexibility to the become available to support the connections customers may need equipment upgrades to legacy infrastructure, allowing it to be used between LANs and WANs. utilize this new service. more effectively. SBC Ethernet Solutions The Value Proposition Autoconcatenation The traditional view of Ethernet technology Customers who already have invested in Autoconcatenation is a software feature on is changing as it moves out of the LAN envi- SONET fiber networks and require a native CPE that allows a customer to automatically ronment and into the MAN and WAN net- Ethernet interface, or new customers who reconfigure the point-to-point circuit STS’s works. We are now seeing Ethernet used require reliable, high quality, cost-effective based on demand without having to wait for with legacy networks and protocols. SBC SONET connectivity that offers Ethernet SBC to reconfigure the network, as the net- offers pure Ethernet connectivity for LAN access without requiring a separate overlay work automatically adapts to the change extensions in our GigaMAN product to the network, are good candidates for this EoS the customer made. hybrid Ethernet over SONET (EoS) service service. As mentioned before, legacy SONET Generic Framing Procedure (GFP) providing Ethernet with SONET qualities. equipment does not support Ethernet cards Another planned enhancement is Generic Our GigaMAN product is a dedicated point-to- and existing SONET customers may need Framing Procedure (GFP). When customers November 2005 November point pure Ethernet solution for LAN exten- intermediary devices or equipment upgrades use CPE from different vendors to terminate sions available in full 1 Gbps pipes. The to allow for encapsulation of the Ethernet into Ethernet circuits, each vendor’s interpreta- service provides an excellent solution for LAN SONET frames. SBC DataComm can provide tion and implementation of the standards interconnection and business continuity appli- this equipment for these customers. may differ. GFP is used mainly for packet-ori- cations. Our OPT-E-MAN service offers flexi- EoS offers value considerations for the cus- ented client signals such as IP and ble, scalable switched Ethernet service tomer. Here’s why, it: Ethernet, and provides a standardized enabling transparent LAN and dedicated ͷ Reduces the need and cost for protocol method for mapping onto SONET or other Internet applications. SBC also offers conversions when entering and leaving optical transport networks (DWDM) with dis- Ethernet over SONET (EoS) service providing the SONET network similar hand-offs, e.g., Ethernet or storage Ethernet ports on SBC SONET solutions ͷ Provides Ethernet with a SONET service area network protocols. enabling LAN interconnection in native proto- level agreement col. It’s this relatively new service that this Customers that require reliable, cost effec- ͷ Provides Ethernet channels with SONET tive transport of data at very high speeds article will review. EoS is a service designed qualities for reliability and survivability to provide customers more bandwidth than will like these EoS enhancements on ͷ Allows TDM (voice) and Ethernet (data) to enabled SONET circuits. They provide flexi- our GigaMAN service (unprotected Ethernet) operate in parallel on one network and less than our high end Multi-service ble and dynamic bandwidth allocation Optical Network (MON) service (a Dense Applications for EoS include: suited to customer needs and budget. Wave Division Multiplexed network service). ͷ Connecting LAN-to-LAN at native speed Customers can allocate bandwidth based ͷ Transport of large files on need rather than bandwidth defined by What is SBC Ethernet over SONET? ͷ Sharing of key resources the SONET service. High throughput and Ethernet over SONET is our first next genera- ͷ Support collaborative computing low-latency combined with the physical layer tion SONET offering. SONET is a transport- ͷ Internet access security offered by SONET provide for excel- only, Layer 1 technology that relies on higher- ͷ Headquarters to data center or branch lent business continuance applications. level protocols and switching systems to office connectivity

12 Resilient Packet Ring (RPR) gency calling service, thereby making 9-1-1 Webwatch RPR is a relatively new Layer 2 MAC (Medium a standard emergency number nationwide. Access Control) protocol that combines fea- A Bell System policy was established to Ever wonder what states require E9-1-1? tures of SONET,ATM (statistical multiplexing), absorb the cost of central office modifica- and GigE (simplicity and popularity). As the There’s a sensational website that answers tions and any additions necessary to name indicates, RPR is designed to work in that: www.nena.org/9-1-1techstandards/state.htm accommodate the 9-1-1 code as part of the ring topologies and will have less than 50 ms The National Emergency Number general rate base. The Enhanced 9-1-1, or restoration for time critical, delay sensitive Association has a wealth of info that should E9-1-1, subscriber is responsible for paying (voice) traffic. Approved by the IEEE in 2004, be very useful to you on: www.nena.org network trunking costs according to tariffed 802.17 is a standard designed for the opti- rates, and for purchasing answering equip- We thought their history of E9-1-1 would be mized transport of data traffic over fiber ment from the vendor of their choice. of interest to you: rings. It’s designed to provide the resilience On February 16, 1968, Senator Rankin Fite found in SONET networks, but instead of set- The Development of 9-1-1 completed the first 9-1-1 call made in the ting up circuit oriented connections, it pro- United States in Haleyville, Alabama. The vides a packet based transmission without The three-digit telephone number “9-1-1” has serving telephone company was then being encapsulated into SONET payloads to been designated as the “Universal Emergency Alabama Telephone Company. This increase the efficiency of Ethernet and IP Number,” for citizens throughout the United Haleyville 9-1-1 system is still in operation services. As with the previously discussed States to request emergency assistance. It is today. On February 22, 1968, Nome, Alaska enhancements, RPR is under review and intended as a nationwide telephone number implemented 9-1-1 service. development as a lifecycle enhancement for and gives the public fast and easy access to our EoS service. In March 1973, the White House’s Office of a Public Safety Answering Point (PSAP). Telecommunications issued a national policy In the United States, the first catalyst for a Summary statement which recognized the benefits of nationwide emergency telephone number 9-1-1, encouraged the nationwide adoption Ethernet is by far the most successful net- was in 1957, when the National Association of 9-1-1, and provided for the establishment working technology used worldwide. When of Fire Chiefs recommended use of a single of a Federal Information Center to assist compared to other transport technologies it number for reporting fires. units of government in planning and imple- is less complex to manage and it is cost mentation. The intense interest in the con- effective. Ethernet over SONET architecture In 1967, the President’s Commission on Law cept of 9-1-1 can be attributed primarily to combines Ethernet economics, packet Enforcement and Administration of Justice the recognition of characteristics of modern switching flexibility, and SONET resilience recommended that a “single number should society, i.e., increased incidences of crimes, to effectively transform a portion of the be established” nationwide for reporting accidents, and medical emergencies, inade- SONET network into an invisible tunnel emergency situations. The use of different quacy of existing emergency reporting meth- between LANs to provide transparent LAN telephone numbers for each type of emer- ods, and the continued growth and mobility service. Future enhancements will provide gency was determined to be contrary to the of the population. even better functionality for this service. purpose of a single, universal number. Other EoS may not be the answer to every cus- Federal Government Agencies and various In the early 1970s, AT&T began the devel- tomers transport application, but for governmental officials also supported and opment of sophisticated features for the 9- UPDATE SONET customers it provides the ease of encouraged the recommendation. As a result 1-1 with a pilot program in Alameda County, network management with the resiliency of of the immense interest in this issue, the California. The feature was “selective call SONET service at a very competitive price. President’s Commission on Civil Disorders routing.” This pilot program supported the turned to the Federal Communications theory behind the Executive Office of Tom David is an SBC California Liaison Manager at [email protected]. Commission (FCC) for a solution. Telecommunication’s Policy. By the end of In November 1967, the FCC met with the 1976, 9-1-1 was serving about 17% of the American Telephone and Telegraph population of the United States. In 1979, “Knowledge comes but wisdom lingers.” Company (AT&T) to find a means of estab- approximately 26% of the population of the Alfred Lord Tennyson lishing a universal emergency number that United States had 9-1-1 service, and nine could be implemented quickly. In 1968, states had enacted 9-1-1 legislation. At this AT&T announced that it would establish the time, 9-1-1 service was growing at the rate Removing Language Barriers digits 9-1-1 (nine-one-one) as the emer- of 70 new systems per year. By 1987, gency code throughout the United States. those figures had grown to indicate that SBC California and SBC Nevada have part- 50% of the US population had access to 9- nered with Language Line (over-the-phone The code 9-1-1 was chosen because it best 1-1 emergency service numbers. interpreter service) to offer support to resi- fit the needs of all parties involved. First, and dential customers in more than 150 lan- most important, it meets public requirements In addition, Canada recognized the advan- guages at no additional charge to the public. because it is brief, easily remembered, and tages of a single emergency number and This effort enables the companies to can be dialed quickly. Second, because it is chose to adopt 9-1-1 rather than use a dif- expand language capabilities beyond a unique number, never having been author- ferent means of emergency reporting serv- English, Spanish, Mandarin, Cantonese, ized as an office code, area code, or service ice, thus unifying the concept and giving Korean, Vietnamese, Tagalog and Japanese. code, it best meets the long range numbering 9-1-1 international stature. As a result, more than 12,000 customers plans and switching configurations of the At the end of the 20th century, nearly 93% of have done business with SBC California telephone industry. the population of the United States was cov- alone. With this special service, the most Congress backed AT&T’s proposal and ered by some type of 9-1-1 service. Ninety-five frequently requested language by far is passed legislation allowing use of only the percent of that coverage was Enhanced 9-1-1. Russian, followed by Armenian, Hmong, numbers 9-1-1 when creating a single emer- Approximately 96% of the geographic US is Farsi and Punjabi. covered by some type of 9-1-1.

13 network purely as a pipe to access mes- e-mail, fax, and voice mail using unified mes- Paul’s Perspective sages or information, and saging systems. Increasingly, files and data on 2. Those applications where users believe corporate networks are becoming accessible >Emerging Wireless that they are accessing a service provided through corporate intranets that can be pro- Applications or forwarded by (through) the network oper- tected through firewalls, by enabling secure Let’s be clear about one ator, such as video streaming. tunnels via virtual private networks [VPNs]). thing: voice is still the “killer app” in the wireless E-Mail and Internet Access Unified Messaging industry, at least in the E-mail on mobile networks may take one of Unified messaging (UM) is an application United States. The U.S. has two forms. It is possible for e-mail to be sent that’s getting its toehold through today’s VoIP always been slow to appreciate and adopt to a mobile user directly, or users can have an networks. UM uses a single mailbox for all data-based wireless services such short e-mail account maintained by their network messages, to include voice mail, faxes, message service, for example. Where operator or their Internet service provider e-mail, and short message service (SMS) people in Finland use their mobile phones (ISP). In the latter case, a notification will be messages. With the various mailboxes acces- (via e-wallet applications) to pay for items at forwarded to their mobile terminal; the notifi- sible from one place – one “portal” – unified a vending machine, this type of vending cation will include the first few lines of the e- messaging systems then allow for a variety of machine doesn’t even exist in the U.S. as mail as well as details of the sender, the access methods to recover messages of dif- of early 2005. date/time, and the subject. This is how the ferent types. Some will use text-to-voice sys- The nature of today’s wireless service Blackberry service works. Fax attachments tems to read e-mail and, less commonly, requires several basic attributes in order to can also accompany e-mails. faxes over a normal phone line. Most will allow for inquiries of the contents of the vari- spur widespread adoption of new applica- Corporate E-Mail tions, especially those that are 3G-enabled. ous mailboxes through data access, such as These are all prerequisites to being able to With up to half of employees typically away the Internet. Others may be configured to offer “advanced” and “value-added” services: from their desks at any one time, it is impor- alert the user on the terminal type of their tant for them to keep in touch with the choice when messages are received. 1. First among them is mobility, pure and office by extending the use of corporate simple, is mobility: the ability to maintain e-mail systems beyond an employee’s desk- Value-Added Services error free, constant voice and data commu- top. GPRS-capable devices will be more Value-added services refer strictly to con- nications while on the move. In other words, widespread in corporations than amongst no dropped calls. tent provided by network operators to the general mobile subscribers, so there increase the value of their service to their 2. “Immediacy”, which allows subscribers are likely to be many corporate e-mail appli- subscribers. Two terms that are frequently to obtain connectivity when they need it, cations using GPRS versus Internet e-mail used with respect to the delivery of value- regardless of location and without a lengthy applications whose target market is more added data applications are “push’ and login session. In other words, a service sim- generalized. “pull”, as defined below. ilar to the “always on” nature of DSL or Internet E-Mail ͷ “Push” refers to the transmission of data cable modems. Internet e-mail services will be available at a predetermined time, or under prede- 3. Finally, “localization” will allow subscribers through a gateway service where the mes- termined conditions. It could also apply to to obtain information relevant to their current sages are not stored, or mailbox services in the unsolicited supply of advertising such location (think locator technology). which messages are stored. In the case of as delivery of news as it occurs, or stock The combination of these characteristics pro- gateway services, the wireless e-mail plat- values when they fall below a preset value. ͷ November 2005 November vides a wide choice of possible applications form simply translates the message from “Pull” refers to the demanding of data in that can be offered to mobile subscribers. SMTP, the Internet e-mail protocol, into SMS real time by the user (for example, request- ing stock quotes or daily news headlines). In general, applications can be separated into form and sends the message to the SMS Video streaming could fall into either of two high-level categories: business segment Center for processing. In the case of mail- these two categories. and consumer segment. These include: box e-mail services, the e-mails are actually ͷ Communications: E-mail; fax; unified stored and the user gets a notification on To be valuable to subscribers, push/pull con- messaging; intranet/Internet access their mobile phone and can then retrieve tent must posses several characteristics: (business) the full e-mail by dialing in to collect it, for- ͷ “Personalized information” tailored to user- ͷ Value-added services (VAS): Information ward it and so on. And by linking Internet e- specific needs with relevant information. A services; games (consumer) mail with an alerting mechanism such as stock ticker, focusing on key quotes and ͷ E-commerce: Retail; ticket purchasing; SMS or GPRS, users can be notified when a news, or an e-commerce application that banking; financial trading (business and new e-mail is received. knows a user’s profile are two examples of consumer) Internet Access personalized information. ͷ ͷ Location-based applications: Navigation; As a critical mass of users is approached, Content based on a user’s current loca- traffic conditions; airline/rail schedules; applications aimed at general consumers are tion; which can include maps, hotel find- location finder (consumer) increasingly being placed on the Internet. The ers, or restaurant reviews. (This content ͷ Vertical applications: Freight delivery; fleet Internet is becoming an invaluable tool for is locator-based). ͷ management; sales-force automation accessing corporate data as well as for the Convenience means that the user inter- ͷ Advertising (consumer) (Source: ARC Group) provision of product and service information. face and menu screens are intuitive and Applications can be broken down into two easy to navigate. high-level categories: Intranet Access ͷ Trust pertains primarily to e-commerce sites where the exchange of financial or 1. Those where it appears to end users that The first stage of enabling users to maintain other personal information is required. they are using the mobile communications contact with their office is through access to

14 Some value-added services are outlined in Could it be that we’ve simply had enough TV Two-way video between users may or may the following sections. in our lives, and we don’t really need or not require streaming. Video messaging can want it available to us 24 hours a day, even run over existing non-streaming technology E-Commerce if the capability exists to deliver it to us? such as multimedia messaging service E-commerce is defined as conducting busi- When looking at the survey results, maybe (MMS). This lets users create, send and ness transactions over the Internet, or TV-to-the-handset falls under the same cat- receive messages that include text, audio, through a type of data service. This would egory of all the people who are buying that graphics and video. But other services will only include those applications where a gadget that can remotely turn TVs off in happen in real time, such as mobile video- contract is established over the data con- public places (covertly, of course). conferencing. This is referred to as “look nection, such as for the purchase of goods Nevertheless, analysts are still pumped up where I am”-type application, where users or services. This also includes on-line bank- about the future of mobile video, even if will wave the camera around to show friend ing applications because of the similar they’re still uncertain how the business what the user is seeing at any given moment requirements of user authentication and model will play out. Strategy Analytics pre- (great, more goofs at the ballpark). secure transmission of sensitive data such dicts that the global market for mobile video Carriers need to clearly separate the technol- as account numbers. content will reach $4.6B by 2008, with ogy from the service in the eyes of the con- mobile music sales reading $2.2B. But sumer. Some issues have less to do with the Banking these numbers include both streamed and technology that its commercial implications, The incentive among banks to encourage downloaded content, with streaming repre- such as pricing. For example, there might be electronic banking stems from the compara- senting a small fraction of the total. a small price/fee to stream content to the ble costs of making transactions in person in Wireless carriers’ thinking about mobile handset only once. But if you want to keep it a bank to making them electronically. multimedia of all types should be similarly and view it more, you may have to pay 4 times Specific banking functions that can be cautious. On a worldwide basis, one of the the cost (i.e. $2 versus 50 cents). accomplished over a wireless connection biggest multimedia applications on phones Content “aggregators” may not find the include: balance checking, moving money is music. But this isn’t to say that stream- mobile business model very appealing, one between accounts, bill payment, and over- ing has no place in music. Using streaming reason being that people who receive draft alert. The Federal Reserve reported or progressive downloading (“pseudo streaming content won’t be able to keep it, that in 2004, for the first time in U.S. history, streaming’) to the handset can create a so they won’t be prepared to pay a premium electronic payment-by-check exceeded stan- radio-like service. This approach is becom- for it. And the people who own the content dard check payments to the tune of $7.8 B. ing very popular in Europe. But streaming are asking for a significant share of the rev- Wireless banking transactions grew 4-7% in songs to the mobile handset remains the enue, and carriers want their share (30% the from 2002 to 2005. Mobility enhance- exception today, not the rule. retail margin?), so that leaves very little or ments will only take this evolution farther. Two basic types of services send video data to the guy in the middle that’s providing the wireless handsets. The first is one-way serv- solution – the aggregator. Financial Trading ice, delivering commercial video content from The immediacy with which transactions can Many industry analysts expect two-way service providers to users. The second type is be made using the Internet and the require- video to be slow in coming. As with other two-way, sending video from user to user. ment for up-to-the-minute information has mobile technologies, the U.S. lags the rest Either type may or may not use streaming. UPDATE made the purchasing of stocks a popular of the world, because what Americans really application. By providing push services and Mobile television, such as the appropriately like to do today, still, is call people and talk. coupling these with the ability to make named “MobiTV” service available to cus- That’s about it. As with everything else in secure transactions from a mobile terminal, tomers of Sprint and AT&T Wireless (now wireless, only time – and the fickle con- a valuable service unique to the mobile Cingular), is the highest-profile example of sumer – will determine how streaming environment can be provided. one-way video. MobiTV uses streaming media plays out. technology to deliver commercial television Video Streaming programming, such as news, sports, and Location-Based Services and Telematics Video streaming is now entering the mobile weather – live, to users. MobiTV essentially Location-based services provide the ability realm. Some view the ultimate application of just re-packages broadcast and cable pro- to link push or pull information services the “unwired age” as live TV delivered to mil- gramming. In-Stat/MDR expects the with a user’s location. Examples include lions of handsets via streaming media. number of mobile video subscribers to hotel and restaurant finders, roadside Customers are still mulling over their commit- reach 273,000 (out of 175 million wireless assistance, and city-specific news and infor- ments to live TV over mobile phones. They’re subscribers) by January, 2005; to exceed mation. This technology also supports ver- still evaluating the need for audio and video 1,000,000 by end of 2005, and to level off tical applications such as workforce streaming. In other words, this type of appli- at around 22 million by 2009. management and vehicle tracking. cation could be a technology in search of a As with music, there’s a non-streaming market, instead of the other way around. The counterpart to mobile TV. Cinema Electric Vertical Applications For Business results of a survey in Wireless Review maga- creates original video and other content In the mobile environment, vertical applica- zine in the December 2004 issue stated the that users can download the way they do tions apply to systems utilizing mobile net- following regarding “Consumer Interest in ringtones and wallpaper. It distributes 8 work architectures to support the watching TV or video on portable devices”. channels with names like Electric Catwalk, implementation of specific tasks within the 26% – Not at all interested Movie Messages, and Sports Action. The value chain of a company. Examples of ver- 27% – Not very interested video clips and animation usually amount to tical applications include the following: 32% – Somewhat Interested no more than 90 Kb. RealNetworks offers ͷ Sales support – Provision of stock and 9% – Very interested news, sports, movie trailers and weather via product information for sales staff, as 5% – Extremely interested a wireless company. well as integration of their use of appoint-

15 ment details and the remote placement “Sterling’s strategy is well founded, setting of orders. “Appointment details” could >Sterling Commerce Delivers the bar for future needs of managing include information on product availabil- Applications To Accelerate dynamic trading communities by combining ity based on customer meeting agendas. Revenue Growth infrastructure and applications (a.k.a. ͷ Dispatching – Communication of job Sterling Commerce, the multi-enterprise col- applistructure) to improve the traditional details such as location and scheduling; laboration company, recently announced the forms of intercompany collaboration,” said allowing inquiry of information to support immediate availability of Sterling Customer Eric Austvold and Jeff Hojlo in the May job function. For example, this type of Order Management and Sterling nWMS- 2005 AMR Research report, “Applistructure application could be used by a landscap- Distribution solutions, the industry’s first for the Trading Community – Sterling ing firm or a construction firm. packaged composite applications (PCAs) Commerce’s MESA Strategy.” ͷ Fleet management – Control of a fleet of designed to accelerate revenue growth for Accelerating Retail Growth Initiatives delivery or service staff, monitoring their loca- enterprises along the retail value chain. The Sterling Customer Order Management tions and scheduling work based on location. Facilitating rapid implementation and time- PCA is targeted at major retailers or distribu- ͷ Parcel delivery – Tracking the locations of to-value, the process-centric PCAs deliver tors that are selling direct to consumers utiliz- packages for feedback to customers and pre-configured capabilities to optimize the ing channels such as call centers, the Web or performance monitoring complex processes associated with multi- kiosks. It offers such enterprises a pre-config- channel order management and multi-facil- ured solution for managing the various fulfill- Advertising ity distribution environments, yet ensure ment processes associated with revenue- Advertising services will be offered as a flexibility to adapt to varied customer-spe- generating strategies, such as bundled prod- push type information service. Advertising cific business rules. ucts and services, in-store pick-up, vendor may be offered to customers to subsidize “We are facilitating Multi-Enterprise Collabo- drop-ship and multi-stage fulfillment. The solu- the cost of voice or other information serv- ration by enabling participants across the tion enables greater customer satisfaction ices. For example it could be location sen- retail value chain to effectively synchronize with on-time, accurate fulfillment, while sitive where a user entering a mall would processes, information and systems across improving operational efficiency, increasing receive advertising specific to the stores in multiple facilities, channels, fulfillment and order accuracy and on-time performance, and that mall. service partners,” said Sam Starr, CEO of allowing more effective inventory sourcing and Sterling Commerce. “Our announcement of management. As the first pre-configured these applications demonstrates Sterling’s packaged composite application, it is simple rapid progress in leveraging and integrating to use and set up, requiring less time to “go the combined Sterling and Yantra (fulfillment) Paul Bedell is Associate Director of Product live.” As a result, it reduces the investment strengths and technology offerings as they Management for the PremierServ Hosted IP required to implement and integrate with Service. Paul is also an Adjunct Faculty member at exist today, moving toward a unified platform legacy applications reducing cost and provid- Chicago’s DePaul University and a published for multi-enterprise computing in the future.” ing more immediate value to customers. author. This article is an excerpt from his new book, Sterling’s first version of its Customer Order Pioneering Next-Gen Network-centric “Wireless Crash course – SECOND EDITION”, pub- Management PCA allows enterprises to cap- lished by McGraw-Hill in June, 2005. The opinions Warehouse Management Approach ture, manage and coordinate the fulfillment of expressed in this article are those of Mr. Bedell and Sterling’s first version of its nWMS- not those of the SBC family of companies. customer orders across a multi-channel (Web, call center, store, etc.), multi-enterprise supply Distribution PCA is geared toward manufac- chain environment. It provides a single point turers and distributors that sell finished New Voice and Data Services Contract of visibility, and a single solution to enable an goods to the retail market. With its unique network-centric warehouse management

November 2005 November with HUB Distributing, Inc. “order from anywhere, fulfill from anywhere” strategy for multi-channel customer manage- approach, the nWMS-Distribution PCA offers SBC Communications Inc. recently an- these enterprises a highly configurable and nounced a new five-year contract with ment. Sterling’s nWMS – Distribution PCA helps manufacturers, distributors and other flexible solution to improve inventory man- California-based HUB Distributing, Inc., an agement and distribution operations across affiliate of Sun Capital Partners Inc. HUB enterprises intelligently and efficiently sell and distribute finished goods to the retail market multiple, varying facilities in demand-driven Distributing, which owns the Anchor Blue, supply chain initiatives. Miller’s Outpost and Levi’s Outlet by MOST by improving inventory management, compli- chains, has a retail presence in more than ance and process coordination across multi- Based on a business-user context instead of 240 locations throughout the United States. ple facilities. a technology context, networked facilities “The PCAs are unique in that they leverage allow distributors to introduce new functional- Under the terms of the contract, SBC com- ity and technology to its business ecosystem panies will provide SBC PremierSERVSM both component-based application services and a service-oriented business-process plat- faster and more cost effectively. Organiza- Internet Protocol Virtual Private Network (IP- tions with large-scale distribution centers can VPN) service to connect HUB’s corporate form to deliver readily deployable solutions for revenue-accelerating initiatives that retail- use the Sterling nWMS-Distribution PCA as a data center with each of its 244 locations. single solution to configure all of their facili- The IP-VPN service will enable HUB to use ers are pursuing,” said Scott Pulsipher, vice president of product management, applica- ties into a single environment but have the its Wide Area Network (WAN) more effec- flexibility to only use the capabilities and com- tively while helping improve employee effi- tions for Sterling Commerce. “They provide an “off-the-shelf” solution to ensure rapid ponents necessary for the specific operation ciency in processing sales and tracking of each facility. This differs from most ware- inventory. The service will also give employ- time-to-value for the customer, while not sac- rificing the desired configurability and flexibil- house management solutions that require sig- ees new productivity tools, such as wireless nificant implementation each time a new access within the store and Internet ity for seizing future growth opportunities.” Pulsipher was formerly vice president of prod- warehouse is added making changes costly Protocol (IP) telephony applications. It will and time intensive. also support rapid growth. uct management for Yantra Corporation.

16 >New Area Code Coming To Southern California; No Phone Number Changes Required The Joint Telecommunications Carriers ͷ Phone numbers with the new 424 area code The carriers serving the state will launch a (JTC), a consortium of landline and wireless could only be issued after August 26, 2006; public education plan in conjunction with the telecom providers, recently announced CPUC to ensure that area customers under- ͷ To prepare for mandatory 1+10-digit dial- details about the California Public Utility stand the change and that inconveniences ing on July 26, 2006, all customers Commission’s decision to introduce the are minimized. The plan will focus on how the should begin the habit of dialing 1+10- 424 area code as an “overlay” on the 310 area code overlay works; what changes will digits beginning December 31, 2005. area code in Southern California. The JTC and will not take place; and, when those said the most important things consumers ͷ Beginning July 26, 2006, 1 +10-digit dial- changes will occur. Over the past ten years, and businesses need to know about the ing will be required to complete calls. All telecommunications carriers successfully new area code are: customers with 310 and 424 area codes implemented 50 area code overlays through- ͷ All customers who currently have a phone must dial 1+10-digits on all calls, includ- out the U.S. to make telephone numbers number with a 310 area code will keep ing those within and between the 310 or available to meet growing demand. the 310 area code; 424 area codes. For more information please contact your Liaison Manager. UPDATE

munications carrier. Since that time it’s we’ve helped América Móvil maintain excel- >SBC Partner Continues Rapid become one of Latin America’s leading wire- lent service and keep pace with tremen- Latin American Expansion less companies by pioneering prepaid dous growth in demand for wireless Say “wireless” and most SBC employees phone cards, subsidized handsets and service,” he said. think “Cingular.” That’s as it should be, given other innovations targeted at a region Today América Móvil has customers in every SBC Communications’ 60 percent ownership where demand is strong but incomes are major Latin American country — including stake and Cingular’s huge presence all limited. América Móvil also grew signifi- Argentina, Brazil, Mexico, Uruguay and across the U.S. cantly by buying assets at low prices from Columbia – and recently announced acqui- But Cingular is not the only, or even the early players in Latin American markets who sitions in Chile, Peru and Paraguay. América largest, wireless company owned in part by later decided to shift their attention else- Móvil is huge but still has enormous poten- SBC. South of the border, SBC owns about where. In 2004, revenues were up 49 per- tial, given the fact that the Latin American eight percent of an even larger one – cent – to $11.9 billion, from $2.9 billion at market is home to 674 million people. América Móvil – which serves over 70 mil- the end of 2000. lion customers in 13 countries. SBC has played a key role in making that “If the world seems cold to you, kindle América Móvil was created in 2000 as a growth possible, according to Rick Resnick, fires to warm it up.” spin-off of Telmex, Mexico’s largest telecom- president-SBC Mexico. “Since its creation, Lucy Larcom 17 In the August 2005 issue of UPDATE, a five- John Capoccia year contract was announced for SBC to >New Hosted VoIP Contract manage voice and data services for American with NCE Computer Group >SBC California Red Cross, where available. The American Red SBC Communications Inc. recently an- Out-of-Franchise Cross had started construction on a brand- nounced a new contract to deliver a hosted Update new regional blood center in Pomona and Voice over IP (VoIP) network to San Diego, required mission-critical diverse and redun- Calif.-based NCE Computer Group, a data- In previous UPDATEs, dant facilities. Our initial engineering assess- storage service and provider of integrated I focused on the expansion ment suggested that there were too many storage solutions. of our Out-of-Franchise foot- challenges to overcome to deliver proper facil- print in California and on Under the terms of the five-year contract, ities to this location, given our lack of infra- some of the great promotions that are SBC companies will provide NCE with SBC structure in the area. Upon relook, we found a SM available to make it easy for businesses PremierSERV Hosted IP (Internet Protocol) creative solution which involved the acquisi- outside of SBC franchised territory to Communication Service (HIPCS), a Voice tion of infrastructure and rights-of-way from switch to SBC. In this issue, I would like to over IP (VoIP) service that combines voice another carrier, enabling an end-to-end fully focus on our capability to serve Out-of- and data communications on a single net- diverse SONET solution, all on SBC fiber and Franchise customers that have complex, work and allows personalized control to electronics. While construction of facilities high-bandwidth needs. support and manage the company’s busi- was proceeding, SBC first installed temporary ness communications. SBC California Out-of-Franchise has the capa- services, enabling the Red Cross to turn up SBC PremierSERV HIPCS will provide addi- bility to develop large, customized solutions. the new blood center on schedule. SBC then tional flexibility to the company’s call- man- We will build fiber facilities directly to a cus- seamlessly cut over to the permanent facili- agement system and will enable increased tomer's location if it makes financial sense. ties once they were completed. Again, the SBC productivity among its call staff by allowing As of August 2005, we have over 100 fiber-lit team rose to the occasion and delivered to NCE employees to use the hosted-VoIP buildings and over 150 route-miles of fiber meet the customer's needs. serving customer locations outside of SBC service from any Internet connection, either The third project recently completed was for California's traditional franchised territory, on location or remotely. Sutter Health in Roseville. Sutter Health is delivering DS3s, OC-N circuits, GigaMANs, “Our need for an improved call-manage- implementing innovative ways to store and OPT-E-MANs, and SONET services to SBC's ment system was growing every day, and we display medical images and records remotely Out-of-Franchise customers. needed a provider who could help us meet and needed to tie several Northern California these increased demands,” said John We recently completed three large Out-of- locations together with a diverse and redun- Cappello, customer service manager, NCE Franchise projects, each of which demon- dant WAN. The SBC GigaMAN product met Computer Group. “We’re confident that this strates our ability to successfully design their needs, with the exception of whether or SBC company hosted-VoIP solution will pro- and implement solutions, regardless of the not SBC could extend GigaMAN circuits to vide us with the tools we need to build upon complexity or difficulty. the Out-of-Franchise Roseville location. our integrated solution and to improve our Leasing circuits from the incumbent carrier The first project was a large Centrex applica- overall business efficiencies.” tion for the Port Hueneme Division, Naval Surface was not an option because of the proprietary Warfare Center, a.k.a. “Port Hueneme”. Port nature of gigabit Ethernet products such as Hueneme issued a request for quotation in GigaMAN. SBC recently completed a Right-of- 2004 to various competitors as the expira- Way agreement with the incumbent carrier, >Data Services Contract with tion of their contract with the incumbent car- enabling SBC to lease conduit capacity so PETCO Animal Supplies, Inc. rier was imminent. SBC California responded that we could deliver fiber cable directly to SBC Communications Inc. recently an- November 2005 November with a solution to install Centrex via Digital Sutter Health's building. nounced a new contract with San Diego, Loop Carrier equipment on the customer's These are just a few examples of what we Calif.-based PETCO Animal Supplies, Inc., premises, and performed a coordinated can do to deliver high-bandwidth products one of the nation’s fastest-growing and cutover to transition Port Hueneme's 3400 and services outside of SBC California's tra- largest animal-supply retailers. lines, which includes Primary Rate ISDN ditional service area. We are anxious to do SBC companies will deliver SBC Premier- (PRI), Basic Rate ISDN (BRI), Voice Mail and more, and look forward to working with you! SERVSM Network-Based Virtual Private other services. Because Port Hueneme is rel- Network (NVPN) service for secure, reliable atively remote from the SBC network, a MPLS-based IP network connections to more leased OC-12 circuit was used in lieu of our than 700 PETCO locations. own fiber facilities to provide connectivity between the remote DLC unit and the SBC Additionally, to help augment PETCO’s IT SBC California Out-of-Franchise Leadership: host office at SIMICA11. staff, SBC companies will provide SBC Howard A. Lenox, Jr., Sales Vice President PremierSERV Data CPE Support Services The project involved months of planning, John X. McCarthy, Sales Director and SBC PremierSERV Network Manage- construction, and coordination between John Capoccia, Director, OOF Business Operations ment services to assist with the day-to- many SBC departments to orchestrate a John Capoccia, a Director in the SBC California Out day monitoring and maintenance of the seamless weekend cutover. This was a very of Franchise Organization, has been with SBC PETCO network. demanding project, and SBC California's tal- California since 1983. He can be reached on “SBC NVPN allows us to provide customers ented and dedicated sales and support per- [email protected]. sonnel successfully executed the cutover to of all sizes with the highest levels of net- the customer's satisfaction. work security and service reliability at a “If you don’t take care of your cost-effective price,” said Bob Ferguson, Another successful project recently completed customers, someone else will.” group president and CEO of SBC Enterprise was for the American Red Cross in Pomona. William Greenwood Business Services.

18 options, including e-mail spooling, and addi- Cassandra Jessie-Johnson UPDATE Service Spotlight tional domain names. Upon request, SBC will provide the 300 Mb >Highlights Across free account and access to other features to >1.800.CONFERENCE® The Regions existing DIA customers who do not currently Audio Conferencing have e-mail. SBC will not solicit these cus- SimpleLink Enhanced 1-800-CONFERENCE offers a full range of tomers to institute the 300 Mb free account. Discount Plan vs. Complete- services to meet your audio conferencing Existing customers simply call the Dedicated Link Usage Plan needs. Tailored options and flexible Enhanced Service Center (DESC) at 866- enhancements for managing participation SBC West (California) has two great plans WERE ON IT to establish their free account. available and your customers have often asked maximize your conference experience from Additionally, SBC has many incredible dis- why both are necessary in the marketplace. planning – to meeting – to post-conference counts available on DIA and CPE. Contact follow up. 1) SimpleLink Enhanced is an optional total your Liaison Managers to obtain additional volume discount package plan that pro- information on DIA for your customers. Video Conferencing vides discounts based on customer mini- Personalize your distance meetings and mum monthly revenue commitment level Packages and Promotions increase participation by hosting face-to-face and term length. SimpleLink Enhanced is SBC is committed to your business growth. videoconferences across multiple locations. aimed at small business customers with 1- We have promotions and discounted pack- Our 1-800-CONFERENCE consultants work 10 basic access lines. SimpleLink ages comprised of Local, Long Distance with you to find the option that best suits Enhanced is also available in SBC Midwest services with SBC, as well as, SBC Yahoo! your needs. and SBC Southwest. DSL, Cingular®Wireless, Voice & Data, and 2) CompleteLink combines core services, SBC Messaging. Ask about special offers. Web Conferencing allows Northern and Southern California Prices vary depending on exact configura- Simplify your presentations and web-based account aggregation, and provides discounts tion of the packages. If you have questions collaboration with 1-800-CONFERENCE. on specific eligible services based on cus- about any of the SBC offers, please contact tomer commitment level and term length. your Liaison Managers to determine eligibil- Enhanced and Reporting Services CompleteLink is termed as a usage plan in ity for your customers. 1-800-CONFERENCE helps you plan, that it rates calls at a flat per minute rate, confirm attendance, record and archive regardless of time of day on the following: your conference, and even extend your con- ͷ Local (Zones 1 & 2) ference to the Internet. You get the who- ͷ Zone 3 what-when-where – in a format you can use. ͷ Local Toll Cassandra Jessie-Johnson is Associate Director of the Business Processes Team, SBC Sales To order or for further information, call ͷ Custom 8 (Does not include Basic 800 or Operations Support. 1-800-CONFERENCE (1-800-266-3373) Easy 8) ͷ Calling Card Calls CompleteLink is aimed at business cus- “We were looking for a reliable provider that >New Three-Year Contract would allow us to centralize our applica- UPDATE tomers whose total billed revenue for contrib- with MedAssets, Inc. utory products averages between $700 and tions while helping us create a universal SBC Communications Inc. recently an- $200,000 annually. There are 12 MARC (min- dialing plan and phone system,” said Steve nounced a new voice and data services con- imum annual revenue commitment) levels to Wiggs, director of information technology, tract with Georgia-based MedAssets, Inc. choose from to tailor the plan to best fit the MedAssets Supply Chain Systems. “We’re customer’s telecommunication spending. In addition to long distance voice services, confident SBC companies will meet our Customers can have up to 250 billing tele- SBC companies will provide SBC Premier- needs and help us improve customer serv- phone numbers on agreement, one agree- SERVSM Network-Based Virtual Private ice capabilities while reducing our long dis- ment per customer. Customers can upgrade Network (NVPN) utilizing MPLS (Multi-Protocol tance costs.” to CompleteLink from most optional calling Label Switching) technology, SBC Premier- “From NVPN services to VoIP capabilities, plans without incurring early termination fees. SERVSM Frame Relay, SBC PremierSERVSM we look forward to delivering our full range CompleteLink is also available in SBC Asynchronous Transfer Mode (ATM), and SBC of complete, managed communications Midwest, SBC East, and SBC Southwest. PremierSERVSM Dedicated Internet Access services to MedAssets, Inc.,” said Chuck (DIA) to support Voice over Internet Protocol Both plans are used as competitive tools to Rudnick, President – Business Communica- (VoIP) communications between MedAssets’ acquire, retain/save and winback your cus- tions Services, SBC Southwest. “Together, various locations, including Los Angeles, CA, tomers. There may be slight differences in our services will help MedAssets centralize St. Louis, MO, Cape Girardeau, MO and the services. Please contact your Liaison their applications and improve overall cus- Atlanta, GA. Managers to determine eligibility and func- tomer service throughout the company.” tionality for your customers. SBC companies will also provide Cisco Systems®Architecture for Voice, Video and SBC PremierSERV Dedicated Internet Access Integrated Data (AVVID) services to replace A man named Pablo once said his mother Dedicated Internet Access customers in all MedAsset’s PBX switches. told him, “If you become a soldier, you’ll be regions now have access to a business- Together, the services will help improve cus- a General; if you become a monk, you’ll quality e-mail service. The DIA Business E- tomer service capabilities by providing end up the Pope.” Instead, he became a Mail Service offers 300 Mb of storage speedy and flexible IP-based network con- painter and ended up a Picasso. space available to them at no charge. nections while lowering the company’s long Customers may also purchase other distance costs.

19 UPDATE Telecom Trivia Quiz 3. Where did the word “Hello” come from? A. The word “Holler.” 1. Western Electric mass-produced B. A formal version of the greeting “Howdy” color telephones for the first time in: C. It just popped into the inventor’s mind A. 1950 B. 1954 4. According to Etiquette Consultants, C. 1959 how many times should a caller allow a phone to ring before hanging up? 2. Who coined the word “Hello?” A. 3 A. Alexander Graham Bell B. 4 B. Mr. Watson C. 6 C. Enrique Garcia D. Thomas Edison Answers: 1-B; 2-D; 3-A; 4-C Thanks For Trying.

New Data Services Contract with Baker Robbins & Company SBC Communications Inc. recently announced a new contract with Baker Robbins & Company, an independent technology-consulting firm with more than 100 employees located in the firm’s Chicago, Houston, Los Angeles, New York, San Francisco, and London locations. Under the terms of the three-year contract, SBC companies will deliver SBC PremierSERVSM Network-based Virtual Private Network (NVPN) service, utilizing Multi-Protocol Label Switching (MPLS) technology, SBC PremierSERV Internet Protocol – Virtual Private Network (IP-VPN), and SBC PremierSERV Dedicated Internet Access (DIA) for secure and reliable network connections to support the firm’s online applications. In addition, SBC companies will provide Baker Robbins & Company with SBC PremierSERV Installation and SBC PremierSERV Network Management services to assist with the day-to-day monitoring and maintenance of its network. What’s All The Talk? “As a technology consulting firm, it is important for us to have an enhanced Thanks to Jake Bailey for catching these two Thailand network with multiple capabilities,” said Robin North, IT director, Baker Robbins entrepreneurs enjoying our latest UPDATE on the streets & Company. “SBC companies will provide us with the expertise to manage our of Bangkok. If you come across a unique UPDATE applications while meeting our data-networking needs.” reader(s), please send a digital shot to our Editor.

SBC CVSG Resources For You 1. Website: sbc.com/cvsg 4. Breaking News on CVSG Listserver 2. Bell Advantage (Password-Restricted) 5. SBC News Broadcasts 3. CVSG Hotline – 1.800.552.5299 (Call your Liaison Manager to get a Password to Bell Advantage, subscribe to Listserver or UPDATE, and to participate in Broadcasts) SBC Consultant/Vendor Sales Group Toll-Free Hotline 1.800.552.5299 (for any other number, toll charges may apply.)

Kari Aguinaldo Tom David Craig MacDonald

CVSG Leader Liaison Manager Editor/Communications/Seminars/Conferences 415.542.4516 714.284.2388 714.284.2370 e-mail: [email protected] e-mail: [email protected] Fax: 714.563.1736 370 Third Street, Room 711, San Francisco 94107 200 Center St. Promenade, Room 735, Anaheim, CA 92805 e-mail: [email protected] Helps Consultants and Vendors in the following area codes: 200 Center Street Promenade, Room 103, Anaheim 92805 Bree Nimitsilpa 619, 714, 760, 858, 909, 949 and 951 Graphic Design Liaison Manager 415.542.1071 Jessica Becker/Sergey Chichkin Fax: 415.542.2648 Lowayne Shieh Creative Graphics & Advertising e-mail:[email protected] 312.727.1559 e-mail: [email protected] 370 Third Street, Room 711, San Francisco 94107 Liaison Manager Helps Consultants and Vendors in the following area codes: 213.743.5759 209, 408, 415, 510, 559, 650, 707, 831, 916, 925 Fax: 213.742.6803 e-mail: [email protected] Thank You for reading Eric Aguirre 1150 S. Olive St., 16th Floor, Los Angeles, CA 90015 Helps Consultants and Vendors in the following area codes: Data Administrator 213, 310, 323, 562, 626, 661, 805, 818 UPDATE e-mail: [email protected]