Under this old escalation system, escalated trouble tickets were distributed to the advanced support teams as individual pages, one-by-one through a single pager carrier. The paging software supported only one carrier, and did not support different carrier protocols. Messages could not be sent reliably and simultaneously to entire groups, as a result, the communication channel clogged, and a tremendous amount of time was wasted with phone calls between store managers and technical support to track down the status of open trouble tickets. Flexible and i ntelligent e nterprise Wireless Communi Cations: After an exhaustive search for a better solution, the retailer selected HipLink, an enterprise wireless messaging and two-way communication software that would integrate with HP S

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