Maintaining and Customizing Service Network Components 2003 Motive Communications, Inc. All rights reserved. Version 5.0 Spring 2003 Important Notice to Users No part of this document may be reproduced or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the express permission of Motive Communications, Inc. (Motive). This document and the related software may only be used pursuant to a Software License Agreement or other similar written agreement in place between you and Motive. Furthermore, Motive expressly disclaims any and all warranties regarding the information contained in, and the products and systems described in, this document, whether express, implied, or statutory, including without limitation implied warranties of merchantability or fitness for a particular purpose. There may exist in this document references to using the Motive products and systems described herein in connection with products and/or systems owned by third parties. Such references are not intended to imply the granting of a license to use such products and/or systems. Such licenses shall result only from separately executed agreements between you and the owner of such products and/or systems. Motive, the Motive logo, SmartCare, SmartActivation, SmartCall, Motive AnswerWeb, Motive MapBuilder, Motive Chorus, Motive Insight, Motive Management Console, Motive MapRunner, Motive Studio, BroadJump, ControlWorks, CorrectConnect, SmartConnect, and Virtual Truck are trademarks or registered trademarks of Motive Communications, Inc. All other company and product names mentioned herein are the trademarks or service marks of their respective owners. The products and systems described herein may be covered by U.S. Patent No. 6,145,096, U.S. Patent No. 6,357,017, U.S. Patent No. 6,477,531 and/or U.S. Patent No. 6,185,606, all of which have been issued to Motive by the U.S. Patent and Trademark Office. preface Intro text to part.

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agent A generic term for a client application that runs on subscriber systems. An agent can, but does not always, have a user interface.