The E-Mail Connection

A major selling point of wireless data is that it enables mobile workers to transact business while on the go. However, many mobile workers would like to access their corporate e-mail accounts via their mobile devices, an application that's still in its infancy.

Verizon Wireless

Total Hold: 15 seconds

Transfer/IVR Layers: 4

CSR: Thank you for calling Verizon Wireless. How may I help you?

WR: Is there a way for me to access my corporate e-mail from my wireless phone? I have an LG-V111.

CSR: Do you have Mobile Messenger on that?

WR: No, I just have regular phone services right now.

CSR: Did the company set it up so that they could send you mail through your phone?

WR: No, right now my company doesn't do anything with Verizon Wireless. I've been hearing that it's possible to access my corporate e-mail from my wireless phone, and I'm just trying to find out how I'd do it.

CSR: You could get Mobile Messenger, where you could receive messages on your phone. There's no charge. Can I put you on hold for a second so I can check something in my file?

WR: Sure.

CSR puts WR on hold for one minute.

CSR: If you have Mobile Messenger, you can send and receive text messages on your handset, and you can receive e-mail messages directly on your phone.

WR: So if I were traveling out of town, could I go to my phone and link up with my office e-mail to find out how many e-mails I've gotten and so forth?

CSR: Let me check on that.

CSR puts WR on hold for a minute.

CSR: Not at this time. We are not able (to put) that on your phone. We're working on that.

WR: When do they expect to have it?

CSR: I think they're going to try and work on having that going into the next year, 2002.

WR: The beginning of 2002?

CSR: I think so.

AT&T Wireless

Total Hold: 0

Transfer/IVR Layers: 2

CSR: Thank you for calling AT&T Wireless. How can I help you?

WR: Do you offer a service that lets me tap into my corporate e-mails from my wireless phone? I have a T250 phone.

CSR: You're trying to access corporate e-mail from your phone?

WR: Right.

CSR: Just a moment.

After one minute CSR returns.

CSR: You're having trouble accessing the corporate e-mail?

WR: No. I'm just trying to find out if it's possible. All I have is regular voice service from you right now, but I just want to know if you have a service that will allow me to access my corporate e-mail.

CSR: OK. This phone does have Internet service, but give me just a moment.

CSR returns after 30 seconds.

CSR: Yes, you can do it through your phone, but I'm not sure if your particular phone on your account has those features set up on it right now.

WR: What would I have to do to get that set up?

CSR: You can do that through me. I just have to have the phone number to access your account.

WR: Then how would it work? I travel a lot, and my business e-mail account is synchronized with my laptop computer. Whenever I'm on my laptop, I can see my corporate e-mails in real time. Would your e-mail service allow me to do that?

CSR: I don't think it's that advanced. I don't think it'll do it in real time, but you will be able to access (your corporate e-mail).

WR: How do I get from my phone e-mail account to my business e-mail account?

CSR: I'm not too familiar with that. Would you like me to transfer you to my wireless Web department? They'll be able to help you out a little bit more. I don't want to give you any wrong information.

WR holds for five minutes.

CSR2: How can I help you?

WR: When I'm traveling with my laptop computer, my business e-mail account is synchronized with the laptop so that I can get my corporate e-mails in real time. Can I do that from the phone?

CSR2: If you're able to connect to your e-mail from the phone, then yes, you should be able to do it, but not everywhere throughout the nation. We don't have the Internet service everywhere.

Mystery Caller is Wireless Review's ongoing series of random calls to carriers to determine how a customer might be treated and the accuracy of distributed information.