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Report of the ad hoc group on working procedures, TDoc SMG 173/96, January 1996. The rst phase 2 1 work plan was produced by PT12 for SMG#7 (June 1993), see Tdoc SMG 475/93 and 517/93. 4 GSM in a future competitive environment, TDoc SMG 234/93, March 1993.

As previously mentioned, service management starts when the service code is ready to be deployed in a distributed execution environment. Service management has to play an important role in materializing QoS in Internet [38,39]. Service assurance, one of the phases of service management, has the goal to keep the SLA between users and providers [36] even when the service is supported through different administrative domains [37]. However the set of functions to be considered is heterogeneous and, in general, it is not easy to have closed solutions applicable to any environment. Therefore, some authors structure this functionality as a service itself [16]. In that respect, it is interesting to consider the methodologies to analyze the interactions taking place in the environment of services and in particular the relations between customer and provider of a service in the operation phase [17,18]. One of today s major requirements for service management is the attribute of autonomy. In order to accomplish that goal, it is necessary to have a clear view of the dependencies between the high-level application and its constituent parts and resources [19]. Abstract service models, tools, and languages [42,43,49] are used to address this issue. The problem of system monitoring and the corresponding approaches to make it feasible does not have to be underestimated [40]. In summary, service management needs the use of the most advanced technologies to cope with

Handling of unknown, unforeseen, and erroneous protocol data: the purpose of such tests is to cope with future evolutions of the protocol; Test of the elementary procedures for radio resource management: Immediate assignment, normal paging, measurement report, channel assignment procedure, handover, ciphering mode setting, channel release; Test of the elementary procedures for mobility management: TMSI reallocation, authentication, identi cation, MM connection; Test of the procedures for call control; - Finally testing of structured procedures is performed in order to verify that the ME under test is able to perform call set-ups.

This class contains variable information for a tag in a tag library. It is instantiated from the Tag Library Descriptor file (tld) and is available only at translation time. The methods contained in the TagVariableInfo class are similar to those contained in the VariableInfo class. Table A-28 lists the methods available from the TagVariableInfo class.

scratch_1.

TSG Date SA# 1 2 3 4 5 6 7 8 9 7 8 December 1998 2 4 March 1999 26 28 April 1999 23 26 June 1999 11 13 October 1999 15 17 December 1999 13 17 March 2000 26 28 June 2000 25 28 September 2000 Location Comments

Call centres are not simply places where people answer the telephone in response to customer enquiries. Their prime distinguishing requirement is that they do so in as cost-effect a manner as possible and their approach in doing so is, at every point possible, to speed up the enquiry handling and to minimise the number of human agents and their skill level. This implies extensive automation, integrated, as far as is possible, into a continuous work- ow process. What then are the various elements in the process A simple model is given in Figure 1.2. This shows a basic in-bound call-centre, set up to receive calls from customers, although essentially the same system could be used to conduct outbound sales. The heart of the operation is the automatic call distribution (ACD) system which is similar in many respects to a conventional PABX and acts as an interface between the multi-line inputs from the public

Permutation Matrices A permutation matrix is any product of elementary permutation matrices. These are also orthogonal matrices. Let n denote the set of all distinct n n permutation matrices. There are n! 1 2 3 n of them, corresponding to the n! permutations of n indices. Determinants of Permutation Matrices The determinant of a permutation matrix can be de ned by the rule that the determinant of a product of matrices is the product of the determinants: det AB det A det B : Therefore, the determinant of a permutation matrix will be either 1 or 1. A permutation matrix is called ``even'' if its determinant is 1 and ``odd'' if its determinant equals 1. Determinants of Square Matrices be de ned as follows: det A