Transcript CDR Based Convergent Billing and Customer Care

Greetings to
All Participants
CDR Based Customer
Care and Convergent
Billing
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 selected for all the zones WIPRO
Requirements
• 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
Requirements
• Magnetic Tape Emulator (MTE) required for
E-10B switches; is part of the tender.
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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
Requirements
• 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
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
Benefits of proposed solution
• Advanced Rating Capability – peak rate, offpeak rate, special days, tiered rating
• No Need of charge-configuration at switch
level
• On demand itemized call detail
• Advance Discounting Capability – CUG,
F&F, Cross product, double set discount
(e.g.10% off on rentals if STD calls exceed
500mins.)
• High Usage monitoring
• Flexible bill cycle
• Accounting
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, Agartala, 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
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DC class servers
Edge class servers
Network
IVRS, CTI, ACD, IP-EPABX, IP Phones
PCs, printers
Laptops (for Data centre alone)
Physical security (for Data centre alone)
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), IOBAS and FMS.
• Services
• Data centre operation during wty and AMC.
Corporate Billing
•Custom integration to synchronize
data across zones
NORTH ZONE
WEST ZONE
Invoice for child
account1 to South Zone.
EAST ZONE
Other
Billing
Systems
Invoice for child
account2 to South
Zone.
SOUTH ZONE
/CENTRAL
POINT
Invoice for child
account3 to South
Zone.
•Regular bill runs for corporate
accounts in their respective zones
• Transfer of invoice data to
centralized South 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 (SAP)
Intrusion Detection System
Aggregation Router
Web Self Care (SAP)
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
(Fortune IT)
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)
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 (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 - 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-2Connectivity
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
Reuse of existing CSR network
Central
router
Existing network
To MPLS
Network
To MPLS
Network
Local exchange
router
Data Center Network Architecture
Servers
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Data centre class servers
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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 and all other
related functionalities)
Directory Enquiry
EMS
IOBAS
FMS
Backup
High availability
Servers
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Edge class servers
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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
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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
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32/ 64 Bit processor of 3.2/ 1.6 GHz
based with multiprocessing capabilities
Min 2 processors
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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
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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
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
Web Self Care (WSC)
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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
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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
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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.
CRM Features
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Single Platform for all CRM related activities like Marketing,
Sales, Orders, Service Requests and Analysis for all product
lines like LL,BB, Leased Lines etc.
Facility for Customers to manage their accounts/services thru
various Channels like Phone, Web, Mail, CSR.
Application offers operations/control/visibility at Zonal level
with flexibility to manage even at SSA level.
Unified Database model which avoids redundancy of tables
in multiple Databases, there by improving over all
Performance.
Sophisticated End-to-end integrated solution incorporating
Industry standard Best Practices with customer/employee
appealing GUI for Ease of use which enhances Customer
Experience & Satisfaction
360° Customer View to proactively plan campaigns, crosssell/up-sell and serve better
CRM Features
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Integrated view for Customer Care and Bill
View/Payment which gives complete account profile.
E2E functionality for Corporate Customers.
Minimal effort to configure/revert back products and
packages
Knowledge base to maintain Customers’ Complaint
history and resolutions.
Automated and well-structured workflow processes
(provisioning/escalations/ complaints) reducing
manual interventions there by avoiding delays/errors
with time/event triggered Alerts.
Closed-loop Marketing Processes by optimizing
resources/budget and integrated with executing
points.
Aiding business decisions with predictive as well as
historical analysis for managing Churn and planning
Retention Campaigns
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Billing Features
Convergent billing
Ease of configuring plans
Integration with other systems like
CRM, Bill formatter etc;
CDR based billing
Near real time rating
Support for complex discounts
Aggregate usage rating
Complex tax requirements
Provisioning Features
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Customer related services can be activated
instantaneously on different network elements.
Switch activation is fully automatic
Line testing is completely automatic
Offers a uniform interface to the service order
management application.
Physical and logical network inventory details
are maintained in centralized database.
Flexible in defining new provisioning workflows
Highly scalable system
Optimized performance
Data Migration
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Finalization of all closed cases
Thorough review of outstanding – write off
fictitious outstandings;
Recon between billing systems, switches wrt
working, closed and DNP connections.
Verification of data related to service
connections, TAC members, MP, VIP
connections, PCOs.
Deposits – recon between amount available vs
category code, plan code;
Customer inventory wrt Outdoor details, MDF
particulars, NE and customer address.
Present Status of West D.C.
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Civil and Electrical works are completed
except for BMS room
All Hardware has been received (except for
CES and MTE)
All Software have been received (except for
DQ)
Servers and storage equipments are
physically installed
UPS and Batteries are physically installed
One set of UPS and batteries shall be ready
for A/T by 7th June.
SRS documents are being finalised by C.O.
Connectivity of DC
Connectivity Requirement for POC phase
CDR
STM 1 Link for CDR
NIB MKR
Backbone
Router
STM 1 Link for DC
Via MPLS
Chandigarh
Data Centre
DR
Backbone
Router
STM 1 Link for CDR
Mumbai Via
MHS(WTR)
STM 1 Link for DC
Internet
Router
DataCentre
Pune
Internet
Router
IVRS
Summary of Requirement
STM 1 Link
NIB MKR
STM 1 Link
STM 1 Link
STM 1 Link
TAX
Chinchwad
A) 4 STM-1 Links to
MKR i.e., 2 Nos for
Internet, 1 No for CDR
collection and 1 No for
DR
B) 2 STM-1 Links to
Mumbai via MHS i.e., 1
No for CDR collection and
1 No for DR
C) 2 STM 1 Links to
Chinchwad Tax for IVRS
Immediate Requirement for Data Centre
STM 1 Link for DC
Backbone
Router
NIB MKR
Via MPLS
Chandigarh
Data Centre
Backbone
Router
STM 1 Link for DR
Internet
Router
DataCentre
Pune
NIB MKR
STM 1 Link
Internet
Router
IVRS
STM 1 Link
TAX
Chinchwad
Summary of Immediate
Requirement
A) 3 STM-1 Links to
MKR i.e., 1 No for
Internet, 1 No for
CDR collection and
1 No for DR
B) 1 STM-1 Link to
Chinchwad Tax for
IVRS