Greetings to CGMs, SSA Heads And All Senior Officers of BSNL And M/s TCS & M/s HCL CDR Based Customer Care and Convergent Billing CDR Based Convergent Billing and Customer Care.
Download ReportTranscript Greetings to CGMs, SSA Heads And All Senior Officers of BSNL And M/s TCS & M/s HCL CDR Based Customer Care and Convergent Billing CDR Based Convergent Billing and Customer Care.
Greetings to CGMs, SSA Heads And All Senior Officers of BSNL And M/s TCS & M/s HCL CDR Based Customer Care and Convergent Billing CDR Based Convergent Billing and Customer Care System [email protected] 9490777979 Printing System/ Print Vendor Payment Interfaces Cr Card/Banks/Chq etc. AAA Security Report Generation Billing Rating Inventory DATABASE Network Web Self Care Self Care Payments Customer Care Claearing House or Other Sources Customer Care • 4 data centres (Hyderabad, Pune, Chandigarh, Kolkata) • Proof Of Concept : 9 months • Roll out phase; 9 months • Two System Integrators • 2 yrs warranty; 5 yrs. AMC • South & East – CSG Kenan for billing and mediation. • All the operational and business processes are to be integrated to manage entire business of BSNL. • Tender divided into two • Set of two tenders for servers and software – M/s TCS and M/s HCL • The second tender exclusively for STORAGE. • One vendor to be selected for all the zones. • Evaluation under progress ASSUMPTIONS • Switches support 100% CDR generation have storage of 7 days CDRs • On-Line data transfer from switches a must. • Same billing solution will also support meter based billing • Provision of X.25 accessories, software, cable on NT Switches • All 256P RAX/512P SBM has to be converted into AN-RAX ASSUMPTIONS • Magnetic Tape Emulator (MTE) required for E-10B switches; is part of the tender. • Leased line cost on BSNL. • 15000 sq. ft. Floor Area for each data center • An all time exclusive IT manpower • 75% of the CSR equipment through reallocation • MPLS based NIB-II network shall be utilised. • Setting up call center not part of project • Responsibility of setting up of customer care center with SSA • Anti virus for existing PCs and new PCs (procured by SSAs) to be purchased by circles/SSAs ASSUMPTIONS • SSA will form the basic unit for roll out • Data center operational responsibility with BSNL – CGM IT circle. • Infrastructure responsibility with respective circles. • Centralized Data Center wise IVRS planned. • Adequate training for BSNL personnel Existing System ► ► ► ► ► ► ► ► Telecom network divided into 331 working zones called SSA. OSS and BSS modules implemented in decentralized manner No system to consolidate meter readings at one place . Billing process depends upon collection and transfer of subscriber wise exchange meter reading (OMR and CMR). Deployment of various Integrated packages Fault Repair System (FRS) implemented at exchange level without any interface with billing or commercial systems. SSA wise DQ and exchange wise Interactive Voice Response Systems No single data model for Billing, Commercial, Directory enquiry & Fault Repair System. Drawbacks of Meter based system • • • • • Inflexible billing system. Insufficient call details which can not be used for future processing and analysis. Manual process. Tariff change involves huge effort (logic changes at 331 SSAs) Corporate level data consolidation not possible due to distributed databases. Drawbacks of Meter based system • Subscription level fraud – Not possible to rate or impose credit limits against individual subscribers No standard system for payment and Receivables management. Decentralized database – Can not provide Nation wide customer services over telephone or web like: • • – – – – bill inquiry directory inquiry connection status, Complaint Handling information about new/special services etc. Benefits of proposed solution • Online mediation of CDRs eliminates the need of bill data transportation, eliminating fraud on this account • Proper accounting of payments & receivables for better financial management • Standard and adhoc reporting on all aspects of the business • Facilitate market studies and analyses for forming optimal sales strategies and assess business performance of self and partners, Churn analysis and prevention. • Minimization of internal and external frauds • System consolidation resulting in reduction of O&M cost. Benefits of proposed solution • Move from telephone based system to Customer based system • Accurate and timely invoicing of call details to generate error free bills • Supports different tariffs, different Billing cycles, different discounting schemes for different category of subscribers. • Pre-paid and Post Paid integration possible • Easy implementation of change in business policies and rules. • Host of online services, online query and prompt customer response Implementation in two phases CDR Sub Project Data Center CDR Project POC Phase Roll out Phase 1.1 South CDR Project 1 4 SSA (Hyderabad, Bangalore, Thiruananthpuram, Chennai, 66 SSAs 1.2 East CDR Project 1 8 SSA (Kolkata, Patna ,Kamrup, Ranchi, Raipur, Shillong, Bhuvaneshwar, Kharagpur) 64 SSAs 2.1 North CDR Project 2 7 SSAs ( Chandigarh, Ambala, Lucknow , Meerut, Shimla, Dehradun, Jammu )* 79 2.2 West CDR Project 2 4 SSAs (Kalyan, Ahmedabad, Bhopal, Jaipur) 101 What we are buying in this project • • • • • • • DC class servers Edge class servers Network IVRS, CTI, ACD, IP-EPABX, IP Phones Laptops, PCs, printers Physical security UPS(for data centre alone) What we are buying in this project • Billing, Accounting, Mediation, Provisioning, Bill formatter, RA, CRM, (FRS), IM, DQ, WSC, EMS, EAI, RDBMS, Security systems (Logical). • Services • Data centre operation during wty and AMC. • IOBAS and FMS. • Any other item. Solution Architecture Scope of Supply P2P Optional Comp. 3rd Party Credit Checking Agency EAI IN Services Financial System Scope Limited to Integration Accounts Payables/ Receivables SMS Server Print Shoppe General Ledger GIS Email Server Bank/Payment Gateway IOBAS Clearing House Num. Portability IVRS 3rd Party Taxation Num. Management IVRS Call Center Billing Revenue Assurance Program 5 ESS EWSD C-Dot OCB Retail Billing Content Billing Work Flow Process mgt Collection Corporate Billing Sales & Ordering Processing Web Self Care Compliant Handling System Validation Order Management Trouble Ticketing Distribution Agents Comm. Mediation Data Warehouse DSS MTE/ CES IVRS CRM Bill Info E10B Legacy System N/W Inventory Orders EAI AXE NEAX FETEX Others Provisioning Creation/modification of Subscriber Assignment of supplementary /value added services FMS Fraud Detection Analysis and Prevention ERS DQ EMS Report Generation Directory Printing Server Management Alert notifications Access to Ext Databases Desktop Management Listing Services Database Management Event Management N/W Management Corporate Billing •Custom integration to synchronize data across zones NORTH ZONE WEST ZONE Invoice for child account1 to EAST Zone. EAST ZONE Invoice for child account2 to EAST Zone. SOUTH ZONE /CENTRAL POINT Invoice for child account3 to EAST Zone. •Regular bill runs for corporate accounts in their respective zones • Transfer of invoice data to centralized East zone •Application of bulk discounts and single bill for corporates •Update different zones with proportional data. •Transfer of payments/adjustments from/to zones Summarized Schedule of Requirement North-west Server Type Network Component DC Class Servers Exchange Router Blade/Midrange Server Managed Exchange Ethernet Switch Provisioning (Clarity) Stand-Alone Servers Ethernet Extender EAI (Oracle Fusion ware) Security Component Remote Router EMS (HPOV) Data Center Firewall (Nortel) Ethernet Hub CRM (MySAP) Intrusion Detection System Aggregation Router Web Self Care (MySAP) Network IDS, Host Based IDS Central Router DQ (BTS Logic) Anti-Virus System Backbone Router Oracle RDBMS Vulnerability Assessment & Policy Compliance System Data Center Ethernet Switch Type I IVRS (Nortel) Server Access Control System (ACS) Data Center Ethernet Switch Type 2 Enterprise Reporting Software User Management System Internet Router Electronic Stapling (TCS) Security Device Management System Remote Access Server (RAS) IOBAS (Intec) & FMS (Neural) RA(Connectiva) Access control System, Door Controller, Smart Card Reader, Rodent Management System Data Center Router Application Software Billing Solution(Convergys) Mediation (INTEC) Summarized Schedule of Requirement – South East Server Type Network Component DC Class Servers Exchange Router Blade/Midrange Server Managed Exchange Ethernet Switch Provisioning (Clarity) Stand-Alone Servers Ethernet Extender EAI (Oracle Fusion ware) Security Component Remote Router EMS (HPOV) Data Center Firewall (Nortel) Ethernet Hub CRM (Siebel) Intrusion Detection System Aggregation Router Web Self Care (Siebel) Network IDS, Host Based IDS Central Router DQ (BTS Logic) Anti-Virus System Backbone Router Oracle RDBMS Vulnerability Assessment & Policy Compliance System Data Center Ethernet Switch Type I IVRS (Nortel) Server Access Control System (ACS) Data Center Ethernet Switch Type 2 Enterprise Reporting Software(G1) User Management System Internet Router Electronic Stapling (G1) Security Device Management System Remote Access Server (RAS) IOBAS (Intec) & FMS (Neural) RA(Connectiva) Access control System, Door Controller, Smart Card Reader, Rodent Management System Data Center Router Application Software Billing Solution(CSG) Mediation (CSG) Collection Methodology of CDRs Firewall Data Center Backbone Router E3/STM-1 SSA Backbone Router Eth S W I T C H NIDS Mediation System E3/STM-1 Edge Rtr Edge Rtr Edge Rtr Edge Rtr Edge Rtr NIB – MPLS VPN Network Edge Rtr E1 Aggregation Router (Optional) Call Received E1 E1 Local Exchange Call Made LE Router PSTN Swt. E1 Aggregation Router (Optional) CDR Generate d LE Router CES MTE CDOT PSTN Swt. Call Complete d Data Center Network Overview Ethernet Switch Type 2 IDS CDR Collector Firewall RAS AAA Data Center Router Ethernet Switch Type 1 Workstations NIB-II MPLS Network Ethernet Switch Type 2 Backbone Router Ethernet Switch Type 2 Internet Server Farm DC Class and Blades Internet Router Firewall Internet/Web Servers Data Center Network Overview • Exchange router – two connections to exchange for CDR collection and service provisioning two WAN connections. • Aggregation routers in case of star topology. • LAN extender/Remote router for extending LAN from LE to CSR and RLUs • Aggregation routers connected to Edge routers of MPLS VPN. • Central routers (optional) between Aggregation routers/LE routers and Edge routers. • Backbone Routers (two in each DC) for connecting DC to MPLS VPN Data Center Network Overview • Data Centre routers – termination of all data traffic in the billing network. X.25 serial connectivity to CDR collectors; connected to the Backbone routers. • Managed ethernet switch, CSR ethernet switch, Data centre ethernet switches (Type I and Type II), Work station ethernet switch at DC. • Internet Router at DC for internet connectivity to the DC. • RAS for connectivity for remote CSRs. Typical Exchange Router Connectivity Exchange Level Connectivity BLR BLR MAN 9 9 MAN M AN G SS ALO A R E R U K M A T U SS 33 CHICKMAGLUR SSA MAN 33 9 NIB-2 Edge Router Exchange Router (no. of routers) E1 link (no. of links) Typical Exchange Router Connectivity Exchange Level Connectivity BLR BLR MAN 9 9 MAN M AN G SS ALO A R E R U K M A T U SS 33 CHICKMAGLUR SSA MAN 33 9 NIB-2 Edge Router Exchange Router (no. of routers) E1 link (no. of links) Typical Exchange Router Connectivity Exchange Level Connectivity (through Aggregation Router) A NIB-2 Edge Router Aggregation Router Exchange Router E1 link B Zone-wise Exchange Router – NIB-2 Connectivity CDR Billing Network - East Zone SHI 9 35 9 NAGA, MANI MIZO, TRIP MEGH, ZERO NIB-2 DIM 7 11 6 24 PAT SIL 6 KOL DUR BHUB JAM 9 7 BONG TEZ 9 9 6 7 7 36 7 5 5 31 MIDN, BANK PURU, KRIS 15 BALA, JALP GANG, DARJ COOC, MALD 15 8 9 6 27 35 36 DALT, HAZA RANC, DEOG DHAN, JAMS 9 8 7 7 NAGA KAMR SILC 41 11 9 JORH TINS A&N RAN GUW 7 26 Netwo rk BETT, MOTI MUZA, DARB SAHA, KISH KATI, BHAG 60 24 25 19 CUTT, DHEN, BHUB BERH, KORA PHUL, BHAW 28 BERH SURI ASAN CTD KOL SUND, SAMB, BALA BALA, BARI MONG, GAYA, SASA, CHAP, PATN, ARRA HAJI, SAMA BEGU Zone-wise Exchange Router – NIB-2 Connectivity CDR Billing Network - South-1 Zone BEL 13 13 VISA HUB 12 NIB-2 Netwo rk 27 11 MLR 25 11 KAKI 12 VIJA MYS 11 25 ELLU KHAM 28 GUNT VIJA BLR 26 CUDD HYD 12 12 12 10 12 14 10 29 10 16 16 14 20 45 24 BANG KOLA CHIT CUDD 45 25 ANAN KURN 24 NELL ONGO 20 MEHB SANG WARA KARI 16 16 10 TUMK MANG 10 11 11 11 11 11 33 21 10 11 MYSO HASS MAND KODU RAJA VISA 11 12 SHIM KARW DEVE VIZI SRIK 8 12 DHAR BELG BELL 15 8 BIJA 29 RAIC GULB BIDA HYD NALA NIZA ADIL Zone-wise Exchange Router – NIB-2 Connectivity CDR Billing Network - North Zone (UAL, UP-East & UP-West NOI GHOR, DEOR 46 12 11 DEH 41 12 SAHA, MUZA, BIJN, GAZI, NOID, BULU NIB2 Ne twork 11 8 MEE GHAZ, AZAM, BALL 9 14 8 DEHR, TEHR HARD, SRIN, ALMO, NAIN 35 9 VARA 35 54 VARA, MIRZ 59 ALLA JAUN 14 GAZ 8 15 ALLA 15 AGR 8 KANP LUCK 9 MEER, MORA, RAMP, BARE, 30 PILI 10 9 7 10 7 8 9 9 FAIS, BAST 7 6 6 8 26 8 9 8 37 7 ALIG, AGRA, MATH, ETAH, BADA 35 9 33 RAIB, UNNA LUCK 29 FARR, MAIN ETAW, ORAI 30 35 KHAN, HAMI JHAN 23 BHAN FATE 27 SHAH, LAKH HARD, SITA BHAR, GOND, BARA PRAT, SULT Zone-wise Exchange Router – NIB-2 Connectivity Local Exchange Connectivity E1 Links Serial link for CDR PSTN SWITCH Exchange Router Serial link for Service Provisioning Exchange Ethernet Switch Ethernet Extender Ethernet Hub CSRs Remote Station E1 Link Ethernet Extender CSRs LOCAL EXCHANGE Zone-wise Exchange Router – NIB-2 Connectivity Local Exchange Connectivity E1 Links Serial link for CDR PSTN SWITCH Exchange Router Serial link for Service Provisioning Remote Router Exchange Ethernet Switch Ethernet Extender Ethernet Hub CSRs Remote Station E1 Link Ethernet Extender CSRs LOCAL EXCHANGE CDR Billing Network - Central Zone NAGA. JODH, JAIS, BARM, 27 SIRO, PALI 13 JODH 13 12 SRIG, CHUR, BIKA 29 12 AJM 45 13 TONK, SAWA 30 AJME, JAIP 16 16 13 JAIP 15 UDAI, BANS, CHIT 27 BHIL, KOTA BHUN, JHAL NIB2 13 15 13 GHAZ, AZAM, BALL 51 VARA, MIRZ 57 ALLA JAUN 14 17 ALLA GWAL 19 17 RAIP 17 19 LUCK BHUB 13 34 JABA 13 KANP 12 18 36 26 13 13 BHAR, GOND, BARA 13 34 31 RAIB, UNNA LUCK 29 FARR, MAIN ETAW, ORAI KHAN, HAMI JHAN 23 BHAN FATE FAIS, BAST 30 12 13 10 12 12 11 CUTT, DHEN, BHUB BERH, KORA PHUL, BHAW 11 18 22 14 11 1 1 10 13 23 SUND, SAMB, BALA BALA, BARI PRAT, SULT 13 11 BILA, RAIG, SARG, DURG RAIP 34 12 11 18 14 SEON, BALAG, MAND, SHAH, JABAL, NARA DAMO, SAGA, CHAT PANN, SATN, REWA SIDD VARA ork 35 17 BHOP 19 29 14 16 MAND, JABU, RATL DHAR, UJJA, DEWA INDO, KHAR, KHAN SHAJ RAJA, BHOP, VIDI RAIS, ITAR, BETU CHIN, GUNA, SHIV GWAL, MORE INDO 16 26 Netw 12 SIKA, ALWA JHUN, BHAR GHOR, DEOR 26 SHAH, LAKH HARD, SITA Country wide connectivity Reuse of existing CSR network Central router Existing network To MPLS Network To MPLS Network Local exchange router Data Center Network Architecture Billing and Accounting • • • • • • • Creation and maintenance of tariff plans as per BSNL’s requirements Ordering of services and activation of billing Maintenance of individual subscriber ledger accounts Payment noting. Maintenance of deposit accounts Subscriber hierarchies Contracts configuration Billing and Accounting • • • • • • Easily configurable rating plans Differential rating for CUG Special Calls, Frequent numbers, Friends and Family Tariff and product structures flexibly Ability to assign a unique tariff to each customer or same tariff to a group of customers. Special pricing based on dates to support holiday rates. Billing and Accounting • • • • • • • • Corporate billing Different methods of discounting Billing hierarchies Ability to provide taxes with respect to all charge types Ad hoc bill (Bill on Demand) Ability to charge late payment fees. Journal Creation and Posting to General Ledger Tight integration between the Billing Application and a CRM CRM • • • • • • • Order Fulfillment to Billing Customer Call to Problem Resolution Marketing Campaign to Order Capture Integration with Order management, billing, CTI and IVRS, Provisioning systems and with all customer related subsystems Integration with Complaint Handling system Workflow Customer service through call centre, EMail, SMS, FAX, Web Self Care(WSC), letter Mediation • • • • • • Collect, Process and Distribute Call Detail Records (CDRs) in a compatible format to downstream applications. Multiple number of network elements on a centralized basis . OMR, CMR collection if required. Configurable Error detection, correction and management features. Time Gap detection functionality User-configurable job scheduling both time and event driven based. Provisioning system • • • • Enable process activation of new subscribers and services in the communications networks in real time. All service provisioning requests made from client applications such as order management or CRM made for a specific subscriber shall result in the service being activated on the network elements Reconciliation between order management, billing and switch Support the usage of MML commands for Line and Circuit testing. Directory Enquiry 1. 2. 3. 4. 5. 6. 7. 8. Access from Web, SMS and Workstation Flexible and easy to use operator workstation 0.2 second average search response time Support for 60,000+ call requests during the busiest hour Integrated support for both ‘white’ and ‘yellow’ pages listings The average time an operator shall work on a request for a directory listing is 30 seconds or less. It shall provide the capability to form and print the city wise Directory of all the subscribers. Integrated access to other databases in India Servers • Data centre class servers – – – – – – – – – – – – Billing and Accounting (Including Rating, OM (if part of Billing) and all other related functionalities). Revenue assurance Mediation Provisioning EAI CRM (Including CHS, WSC, OM (if part of CRM) and all other related functionalities) Directory Enquiry EMS IOBAS ( Optional) FMS (Optional) Backup High availability Servers • Edge class servers • • • • • • • • • • EMS Gateways HTTP servers SMTP servers Print Servers AAA Servers Logical Security Elements Network Device Management Servers DNS Servers IVRS Proxies, etc Data centre Servers • • • • • • • Sizing as per ISV recommendation All applications shall fail over on to High availability Server in separate partitions in N+1 configuration Shall be 64 Bit multiprocessing UNIX Servers With minimum 64 cores having at least 1.5 GHz Processing speed. Support multiple partitions with 4 GB DDR2 memory per core At least two numbers of 4 Gbps Fiber Channel adapter. Database partitions shall have minimum of 4 fibre channel adapter per partition. Edge class Servers 32/ 64 Bit processor of 3.2/ 1.6 GHz based with multiprocessing capabilities Min 2 processors • • – – – • Min 4 GB DDR2 ECC SDRAM 2 x 72 GB internal SCSI Hard Disk Dual Fibre Channel Ports per shelf for public interconnect to SAN with 1+1 redundancy. PC based Management Consoles for DC class servers and Edge servers will be connected to the servers using dedicated Ethernet switched network IVRS • • • • • • • Automatic Telephone Fault Booking & Clearance Service Automatic Bill Enquiry & Payment Reminder Service Automatic Changed Number Information & Bulk Changed Number Announcement Service Automatic Trunk Call Booking Service Interactive Commercial Inquiry & Special Services Inquiry Interactive Telephone Connection Booking And Status Enquiry Service Payment Registration service. Data Center LAN E1R 2/E1 PRI CR M CT I Ser ver IV RS IP EP AB X E1R2/E1PRI BSNL PSTN Cloud Call Transfer To Agent WAN Call Center 2 Call Center 1 Security System • • • • • • • Physical Security System Logical Security System Firewall Network based IDS (Intrusion Detection System) The IDS shall be able to monitor and secure all ethernet LAN segments to which it is connected Host based Detection System (HIDS) - provides protection at the server level file systems Antivirus solution shall provide protection for desktops The SACS (Server Access Control System) is a centralized system that controls access to the servers, file systems and databases in the Web Self Care (WSC) • • • • • • A one-stop facility (web access) to the individual subscribers as well as corporate customers Post a request for activation or deactivation of a service Electronic Bill presentment and payment Trouble Ticketing Integration with CRM, existing web portal, GSM CRM etc. Data encryption, Authentication, Authorisation, Account access management, Logging and monitoring all system access, Resource allocation management, User access privileges management etc. Electronic Stapling • • • • Single bill for corporate customers as well as individual customers covering multiple services provided across different geographic locations in India. Creation of one bill for corporate customers with bulk discounting Process one payment against the single corporate bill and do end to end accounting for all electronically stapled bills taken from other billing systems. Work in conjunction with other Billing systems. Disaster Recovery – – – – – – An event that makes the continuation of normal functions of a data centre impossible. North DC will be DR for West DC and vice versa South DC will be DR for East DC and vice versa The degradation of performance for the applications failing over to the DR site is permitted up to 50% Collection servers of mediation system shall have 100% redundancy to take care of both sites Possible to update the secondary by the Primary on line or at configurable intervals in steps of at least 15 minutes.