SOFTWARE DESIGN DOCUMENTCHILD HELPLINE SYSTEM

29th June, 2018.

Document version: 1.0

Document release date: 29th June 2018

Document Approval

NAME DATE SIGNATUREPrepared by : P. Kihoro

H. KemboiS. RugendoB. MbaiP. Mithamo

29nd June 2018

Checked by: P. KihoroQuality control by:Approved by: J. Nganga

Change Control History

VERSION DATE AUTHOR DESCRIPTION

Table of Contents1. Introduction.............................................................................................................................................5

Purpose...................................................................................................................................................5

Scope.......................................................................................................................................................5

Reference documents..............................................................................................................................6

Abbreviations and acronyms...................................................................................................................6

2. Scope of Release......................................................................................................................................7

3. System Architecture................................................................................................................................8

System Architecture Overview................................................................................................................8

System Choice of Technology..................................................................................................................8

Platform...................................................................................................................................................8

Servers.....................................................................................................................................................9

Telephony Integration.............................................................................................................................9

Databases................................................................................................................................................9

SMS Gateway...........................................................................................................................................9

Version Control........................................................................................................................................9

API Support..............................................................................................................................................9

Protocol Support...................................................................................................................................10

Platform Advantages.............................................................................................................................11

Nginx..................................................................................................................................................11

Python/ Django web framework.......................................................................................................11

Linux..................................................................................................................................................11

PostgreSQL........................................................................................................................................11

Asterisk..............................................................................................................................................11

RapidPRO...........................................................................................................................................12

Jasmin................................................................................................................................................12

4. System Design.......................................................................................................................................13

Overall System Flow Design...................................................................................................................13

Module 1: Case Registration..................................................................................................................14

Flow...................................................................................................................................................14

Description........................................................................................................................................14

Module 2: Case Management Form......................................................................................................16

Mockup..............................................................................................................................................16

Flow...................................................................................................................................................26

Description........................................................................................................................................26

Module 3: Quality Analysis (QA) Module...............................................................................................27

Mockup..............................................................................................................................................27

Flow...................................................................................................................................................28

Description........................................................................................................................................28

Module 4: Escalated Cases / Referral / Follow up Cases........................................................................30

Mockup..............................................................................................................................................30

Flow...................................................................................................................................................31

Description........................................................................................................................................31

Module 5: Reporting Module................................................................................................................32

Mockup..............................................................................................................................................32

Flow...................................................................................................................................................34

Description........................................................................................................................................34

Module 6: Dashboards..........................................................................................................................36

Mockup..............................................................................................................................................36

Description........................................................................................................................................40

Module 7: Additional Communication Channels...................................................................................42

Mobile App........................................................................................................................................42

Tele-working......................................................................................................................................42

Office Line Module............................................................................................................................42

Database Architectural Design..............................................................................................................43

5. Deployment...........................................................................................................................................45

Hardware requirements........................................................................................................................45

High availability.....................................................................................................................................45

Application High Availability..............................................................................................................45

Virtual Machine High Availability.......................................................................................................45

Data backup (in country govt. cloud replication/off site backup storage).........................................46

Scalability...............................................................................................................................................47

Number of channels available...........................................................................................................47

Codec Used........................................................................................................................................47

Number of agents..............................................................................................................................48

Hardware Resources..........................................................................................................................48

Deployment view...................................................................................................................................49

E1 Network Architecture...................................................................................................................49

PBX Network Architecture.................................................................................................................50

SIP Trunk Network Architecture........................................................................................................51

SDD Signoff................................................................................................................................................52

1. IntroductionPurpose This document defines the Child Helpline system design in the scope of FRD and TOR. It is a written description of the Child Helpline system, in order to give the software development team overall guidance to the architecture of the software project.

ScopeChild Helpline International is a collective impact organization working to defend the rights of children and youth worldwide. The network consists of 181 member organizations operating in 147 countries around the world (December 2017). Since its founding in 2003, it has supported the creation of new child helplines and strengthened the network by sharing what has been learned from the best of them, with all of them.

Child Helpline International has partnered with UNICEF’s Eastern and Southern Africa Regional Office (ESARO) to support child helplines in the Eastern and Southern Africa (ESA) region. This collaboration aims to improve call response mechanisms, case management and referral of cases.

In the last 2-3 years UNICEF ESARO in its role of technical support and coordination realized that a number of Child Helplines in the region are faced with similar challenges. ESARO in collaboration with COs’, assessed the various Helplines used within these 3 countries and identified similarities in processes and platforms, estimating that there is a 60-80 percent overlap. It is proposed that under the technical guidance of ESARO, a modular and replicable generic Helpline system is developed and thereafter customized for Kenya, Tanzania and Uganda for their own country specific context. The core components of the Helpline platform, common across nearly all countries is referred to as the Generic Helpline System. Some of these common features will include Case Registration, Case Management, escalation and follow-up procedures.

This document is the Design Approach Document for the Child Helpline system. The purpose of this document is to present a comprehensive architectural overview / the technical details of the Child Helpline system components and more specifically:

- The definition of system architecture, components, classes, their attributes and methods that will implement the requested functionality.

- The database system design including the definition of database tables, table relations, table fields.

- It shall be noted that the form interface design of the Child Helpline web applications is defined in the corresponding mockups.

It presents a number of different architectural views to depict different aspects of the system. It is intended to capture and convey the significant architectural decisions which have been made on the system.

The primary intended audience of this document are system designers and system builders. The document intents to provide the members of the Child Helpline project a unified view of the technical details of the system design to be followed during the development of the respective application.

Reference documentsId Reference Title Version R1 TOR TOR 1.0

R2 FRD Functional Requirement Document - Child Helpline & Gender Based Violence

1.0

Abbreviations and acronyms

Acronyms

ESAR East and Southern Africa Region

CO Country Office

SDG Sustainable Development Goals

VANE Violence, Abuse, Neglect, and Exploitation

VAC Violence Against Children

VAWG Violence Against Women and Girls

CMS Case Management System

IEBC Independent Electoral and Boundaries Commission

CRM Contact Management System

SMS Short messaging Service

FRD Functional Requirement Document

MNO Mobile Network Operator

SysAdmin Systems Administrator

TAT Turn Around Time

PRSP Premium Rate Service Provider

2. Scope of ReleaseDevelop Generic Help Line with the following modules Module1: Case Registration:

Walk – In Cases Web-Online Form Calls

Module2: Case Management Form: Case Capture work flow Case Reporter’s Details Perpetrator Details Services Offered Case Action

Module 3: Quality Analysis (QA) Module: Monitoring Form Quality Analysis Procedure

Module 4: Escalated Cases / Referral / Follow up Cases: Case Escalation / Referral Procedure

Module 5: Reporting Module: Reporting Capabilities Pivot Reports Comprehensive Reports Types of Report Reports Automation

Module 6: Dashboards: Resources Presence Status Counselor Login Page Counselor Cases Administrator Dashboard Supervisor Dashboard

Module 7: Additional Communication Channels: SMS Chat integration Mobile App Tele-working External Web Interface Office Line Module

3. System ArchitectureSystem Architecture Overview

System Choice of TechnologyBelow are the technology requirements for the new helpline system.

We have focused on both scalability and ease of use in this version.

Platform1. Nginx2. Python3. Linux (Ubuntu)4. PostgreSQL5. Asterisk6. RapidPRO

Servers1. Nginx is used for caching, proxy and load balancing2. A Python application server, using gunicorn and Nginx as a proxy.3. Application server talks to PostgreSQL database and other information sources, such as APIs, to

get all the data and formats the html pages.4. Row level caching using Redis.5. RabbitMQ Advanced Message Queuing

Telephony Integration Telephony integration will be handled by Asterisk The Python app will talk to the telephony PBXs using APIs such as Asterisk AMI, AGI and ARI. Asterisk will be the choice for deployments for its’ mature PSTN integration features.

DatabasesDatabase connections to be handled by Django’s ORM. Django attempts to support as many features as possible on all database back ends. That said not all databases are alike, features used by Helpline will have to be supported by the following main backend:

PostgreSQL

Database replication will also be supported as the databases functionality can be split from the web and telephony servers.

SMS GatewaySMS functionality and integration with other Mobile Network Operators will support the following gateway:

Jasmin

RapidPRO will be used to handle SMS Functionality.

Version ControlSource Code Management will be done on Git.

Github is the primary source code-hosting platform.

API SupportREST API will be the primary API Integrations method with other systems. JavaScript Object Notation (JSON) objects will be the supported API message structure.

Currently the application UI is not RESTful. It utilizes Django’s templating engine. RESTul features will be advanced with time. We will leverage existing javascript front-end frameworks, such as AngularJS.

Protocol SupportThe following protocols are supported by the system to achieve various goals:

SIP- Telephony integration and voice will use the SIP protocol. This means that any SoftPhone client or PBX has to be compliant with this protocol.

XMPP - EJabberd is the choice XMPP Server HTTP – Use web servers such as Apache and Nginx. Web browser support is also available to all

modern web browers. SMTP – Sending out emails from the application will require an active SMTP Service. POP – For the inbound email ether POP or IMAP will be required. IMAP – Helpdesk email integration will use either IMAP or POP SMPP – Supported through SMPP Servers such as Kannel or Jasmin

Platform AdvantagesNginxNginx is favored due to its light-weight resource utilization and its ability to scale easily on minimal hardware.

Nginx excels at serving static content quickly and is designed to pass dynamic requests off to other software, in our case Gunicorn and Python.

Nginx was created to be both a web server and a proxy server. The proxy server functionality is ideal for a high availability environment where load balancing is important.

Python/ Django web frameworkDjango is easily the most popular web framework for Python. It’s catch phrase being “the web framework for perfectionists with deadlines”

Using Django allows us to leverage the advantages of python. Python has been the most popular development language for several years.

We are also able to leverage on existing projects. Some of these projects include: RapidSMS, RapidPro, FormHub, Onadata, U-Report among many others.

Because of the structured way of working with web frameworks we are able to add more team members and reduce the entry barrier.

LinuxWe chose Linux because it was open source and gave us freedom. Linux is known as free as there is no license cost tied to using it. We chose the Ubuntu Linux distribution, based on Debian. This gave us a mix of both reliability and quick updates cycles that were not present in other distributions such as CentOS.

Although it should be noted that we support all Debian distributions and Linux based distributions in general.

PostgreSQLPostgreSQL or simply postgres come with some unique advantages.

Some modules such as PostGIS and other unique extensions are not readily available and as mature as they are in Postgres.

We also leverage on PostgreSQL’s rich feature set and modules for our work.

AsteriskAsterisk has advantages over other software based PBX systems in that it’s open source and has a mature code base. This is especially clear when it comes to PSTN integration.

We are also able to have many calls on minimum hardware requirements.

RapidPRORapidPRO is a free and open source framework designed to send and receive data using basic mobile phones, manage complex workflows, automate analysis and present data in real-time. Using RapidPRO we are able to leverage the applications rich feature set for interactive messaging.

JasminJasmin was chosen due to it’s allowance for high customization. Jasmin is also relatively easy to integrate with Python, our primary programing language. Communication with Jasmin will be handled by RapidPRO through the Jasmin Gateway channel

4. System Design Overall System Flow Design

Module 1: Case RegistrationFlow

Description This module will cater for:

1. Walk-inClients or the reporters who access through the counselling center and can walk-in into the premises and report the case. During Walk-in, the client or reporter can be reporting the case for the 1st time or might be following up on a previous case which has already been registered. Note that the walk-in form will be used for the following unstructured communications:

1) Chat2) Emails3) SMS4) Social Media

2. Web Online formClients or the reporters who access through internet and would like to raise a complaint through the Child Helpline / GBV web portal. Web Online form will be structured meaning that all fields will be pre-defined with Mandatory fields properly defined for the online client. This will ensure that data received from a Web Online report will be usable in the Case Management system to easily create a case.

3. CallsClients or the reporters who access through calling the Toll free phone numbers (hotlines). Calls can be transferred within the call center while at the same time the supervisor can be able to barge into an ongoing call to listen in or give some inputs to both parties

Module 2: Case Management FormMockup

A) Case Reporter’s Details: -

Fields To be Captured Actions Capturing FeaturesWhat is Your Name If wants to keep the name

Discreet, select the option and none of the other details to be filled will be populated of the reporter. By default the system will have ‘YES’

Text Box

Gender Male/ female / Unclear Drop BoxLanguage Spoken Drop down & Text Box for

othersAge Must be asked if Major or

Minor1) Text Box – for age2) Drop Down – For age

Bracket3) Calendar – For exact

DOBProfession: Text BoxAddress 1 - Street Name /ERF no / Homestead Text BoxAddress 2 - Suburb / Location Text BoxAddress 3 - Town Drop DownAddress 4- Region Drop DownAddress 5 - District Drop DownContact Information - Same Nos / Alternative nos Text Box

Tribe Drop Down with Others as Text Box

Nationality Default UgandanDrop Down with Others as Text Box

National Id nos Text Box

E-Mail IDRequired for Web Chat, Web Online registration, etc Text Box@.com

Save and Proceed

B) Case Category: -

Fields To be Captured Actions Capturing FeaturesCase Category 1) Child Abuse

2) Gender Based Violence3) Counseling4) Information & Enquiry5) Follow up

Drop Down – Radio button to choose multiple option

1) Child Abuse2) Gender Based Violence

Sub Category Drop Down – List of Abuses and Gender Based Violence. (Other – Text Box)

3) Counseling Sub Category Drop Down – List of Counseling. (Other – Text Box)

4) Information & Enquiry Sub Category Drop Down – List of Information & Enquiry. (Other – Text Box)

5) Follow up History with case id Search Button – Case id nos or other details

Are you the Client If Yes, all the details of the reporter will be replicated as Client details. If No, Client details need to be captured.

Yes or No – Radio Button

YES If Yes, all the details of the reporter will be replicated as Client details.

NO If No, Client details need to be captured.

1) What is your relationship with the client

List of all relations Drop down

2) Client Name Text Box3) Gender Male/ female / Unclear Drop Box4) Language Spoken Drop down & Text Box for others

Age Must be asked if Major or Minor 4) Text Box – for age5) Drop Down – For age Bracket6) Calendar – For exact DOB

Profession: Text BoxDo you have the same address as the client?

If Yes, all the details of the reporter address will be replicated as Client details. If No, Client’s address details need to be captured.

Yes or No – Radio Button

NO If No, Client’s address details need to be captured.

Address 1 - Street Name /ERF no / Homestead Text BoxAddress 2 - Suburb / Location Text BoxAddress 3 - Town Drop DownAddress 4- Region Drop DownAddress 5 - District Drop DownContact Information - Same Nos / Alternative nos Text BoxTribe Drop Down with Others as Text BoxNationality Default Ugandan Drop Down with Others as Text BoxNational Id nos Text Box

Save and Proceed

C) Other Client Details: -

Fields To be Captured Actions Capturing FeaturesCase Category 1) Child Abuse

2) Gender Based Violence3) Counseling4) Information & Enquiry5) Follow up

Drop Down – Radio button to choose multiple option

1) Child Abuse2) Gender Based Violence

Sub Category Drop Down – List of Abuses and Gender Based Violence. (Other – Text Box)

3) Counseling Sub Category Drop Down – List of Counseling. (Other – Text Box)

4) Information & Enquiry Sub Category Drop Down – List of Information & Enquiry. (Other – Text Box)

5) Follow up History with case id Search Button – Case id nos or other details

Are you the Client If Yes, all the details of the reporter will be replicated as Client details. If No, Client details need to be captured.

Yes or No – Radio Button

YES If Yes, all the details of the reporter will be replicated as Client details.

NO If No, Client details need to be captured.

1) What is your relationship with the client

List of all relations Drop down

2) Client Name Text Box3) Gender Male/ female / Unclear Drop Box4) Language Spoken Drop down & Text Box for others

Age Must be asked if Major or Minor 4) Text Box – for age5) Drop Down – For age Bracket6) Calendar – For exact DOB

Profession: Text BoxDo you have the same address as the client?

If Yes, all the details of the reporter address will be replicated as Client details. If No, Client’s address details need to be captured.

Yes or No – Radio Button

NO If No, Client’s address details need to be captured.

Address 1 - Street Name /ERF no / Homestead Text BoxAddress 2 - Suburb / Location Text BoxAddress 3 - Town Drop DownAddress 4- Region Drop DownAddress 5 - District Drop DownContact Information - Same Nos / Alternative nos Text BoxTribe Drop Down with Others as Text BoxNationality Default Ugandan Drop Down with Others as Text BoxNational Id nos Text Box

Fields To be Captured Actions Capturing FeaturesIs the Client Disabled Yes Or No Drop Down - If Yes, comment

box to capture the details of disability

What is the client HIV/AIDS status?

Positive / Negative / Unknown Drop Down

GBV / HIV / Child Abuse Check Boxes for Multiple issues What is the client's household type?

Single HeadedSingle ParentBoth ParentGrand ParentsGuardianOthersUnknown

Drop Down – For Others a text Box

How many children are in the household?

Text Box

How many adults are in the household? Text Box

What is the occupation of the household head?

Small Scale BusinessLarge Scale BusinessPublic ServantCasual LaborerNGO WorkersOthers Drop Down

Is the client attending school?

If Yes, all the details of the School will be required. If No, last level of education is required Yes or No – Radio Button

YESWhat is the name of the school? Text Box

What is the school type?

Public BoardingPrivate BoardingPublic DayPrivate DayNone Drop Down

What class is the client?

Primary, SecondaryTertiary – In details Drop Down

How is the client's school attendance?

Consistent,Inconsistent Unknown Drop Down

What is the reason for the attendance? Text BoxWhat is the address of the school? Text Box

What is school level attained?

Pre- PrimaryPrimarySecondaryTertiary Drop Down

To report more cases from the same place

All the details will be replicated and will be in Grey editable format, once made changes and saved the colour of the information will become black Add button

GBV CasesMarried Yes/No Drop DownSpouse Name if Married - If Yes, previous question Text Box

Profession:Extensive details of the profession needs to be provided Drop Down or Comments box

Save and Proceed

D) Perpetrator Details: -

Fields To be Captured Actions Capturing FeaturesIs the client abused? Yes / No / Maybe

If Yes or Maybe, further details are required If No, just indicates Save & Proceed. Add button – For Perpetrator details for further if the counselling leads to this stage

Drop Down

Add Button

If Selected YES or Maybe Abuse Category will get populatedAbuse Category Abduction

Emotional AbuseExposure to Criminal ViolenceExposure to Domestic ViolenceCriminal AbuseMurderGBV

Drop Down

Capture the details of Perpetrator/suspect.Fields To be Captured Actions Capturing Features

Is perpetrator known?

YES OR NO, If Yes, Details are required mentioned belowIf NO, the screen ends by Save & Proceed Drop Down

Name: Text BoxGender: Male / Female / Unknown Drop DownAge: Or Age Range Text Box or Age range drop downFather's Name / Mother's name / Guardian’s name Drop Down with selection - Text Boxes

Relation with Client : List of relations will be mentioned Drop Down & Text Box

Address 1 - Street Name /ERF no / Homestead Text BoxAddress 2 - Suburb / Location Text BoxAddress 3 - Town Drop DownAddress 4- Region Drop Down

Address 5 - District Drop DownContact details Text Box

What is the perpetrator's health status?

HealthyMildly SickChronically illDepressiveHIV PositiveDrunkardOthers Unknown

Drop down with Check Button and Text box for Others

Any other details: Text BoxTribe Drop Down with Others as Text BoxNationality Default Ugandan Drop Down with Others as Text BoxAnother Perpetrator Add Button for multiple PerpetratorWitness if any: Yes / No If YesName Text Box

Name Text Box

Relationship

FatherMotherBrotherSisterUncleAuntNephewNieceTeacherNeighborUnknown Drop Down & Text Box

Age Age or Age Range Text Box

If Adult – Marital Status

MarriedSingleDivorcedCohabitingWidowedUnknown Drop Down & Text Box

Contact details Text BoxDoes the perpetrator share household with client? YES or NO Drop BoxIs there any additional details on perpetrator? More information Text Box

Save and Proceed

E) Case Narrative: -

Fields To be Captured Actions Capturing FeaturesCase Narrative More elaborate details Text BoxWhat is the case status within the justice system?

At PoliceIn CourtConvictedReleasedUnknown

Drop Down with a Text box to enter the reference nos of the case in these jurisdiction

Is the case referred? YES OR NOIf YES, Referred box appears

Drop Down

Referred From Different organizations from where the case is been referred. List of details need to be provided

Drop Down

What is the overall assessment of the client?

Progressing StagnatingRetrogressing

Drop Down

Case Priority High PriorityMedium PriorityLow Priority

Drop Down

Save and Proceed

Add Perpetrator if required

F) Services Offered: -

Fields To be Captured Actions Capturing FeaturesSelect service offered 1. Counselling

2. Appropriate Referrals3. Awareness4. Psychological Support5. Educational Support6. Directed to Telecom Support7. Report to Police8. Medical Support9. Legal Support10. Basic Need Support11. Resettlement12. Others

Drop Down

1. Counselling Counselling categoryAbuse & ViolencePeer RelationshipPovertyPsychological healthBehavior ProblemDiscriminationFamily RelationshipLegal IssuesGender Based Violence

Drop Down

2. Appropriate Referrals Refer to Box - (Need the list)Action CentersShelter For GBVSupport GroupSocial WorkerHospital / ClinicEtc

Text Box – With Reference nos to be mentioned

Save and Proceed Add Perpetrator if required

G) Case Action: -

Fields To be Captured Actions Capturing FeaturesAction 1. Escalate

2. Pending3. Closed

Drop Down

Consent Box If Escalated – Consent box will get populated for sharing the information to external dept

Tick box

1. Escalate Escalate to Whom?A) SupervisorB) Case Worker

Drop Down

A) Supervisor- Supervisor List Name the Supervisor Drop Down or Text Box

B) Case Worker – Supervisor List

Case Worker List Drop Down or Text Box

2. Pending Reason for Pending Text Box

3. Closed Submit and Close

Submit & Close

Flow

DescriptionThere will be 7 broadly classified tabs for the information to be captured.

A. Case Reporter DetailsB. Case CategoryC. Other Client DetailsD. Perpetrator DetailsE. Case NarrativeF. Services OfferedG. Case Actions

Depending on the case status if its first time Reporter / Client or been repeat reporter / Client the form will populate accordingly. Post search criteria done, the counselor will create a new case

Module 3: Quality Analysis (QA) ModuleMockup

Flow

DescriptionAll the voice calls handled by the counselor will have 100% recordings. These shall be tagged to respective calls and available after every call. Cases resulting from calls shall be listed for quality analysis based on the call record and information filled on the respective forms.

There shall be two options for call record analysis and quality control which include:

a) During the call – this is where a superuser can listen to the conversation between the counsellor and the caller and register details on the QA form.

b) After the call – this allows for the assigned system users to randomly or guided by set parameters to analyze a call after the case data collection is over.

There shall be providence for the following options though not necessarily for Quality Analysis but more of Quality Control

a) Snoop into the call – While listening to the call, the QC person can prompt the counselor for any information without the client being able to listen.

b) Confer – Where the Supervisor or QC person, Counselor and the client are able to have a conversation

3Monitoring Form

It will have the following broadly classified headings

1) Opening / Greeting of the call2) Listening skills 3) Acknowledgment4) System Check 5) Resolution / Counselling provided6) Hold Procedures7) Updating System appropriately

8) Closing the call

All of the above shall have detailed parameters for which a specified score shall be assigned. Depending on the score the overall QA percentage shall be calculated.

Module 4: Escalated Cases / Referral / Follow up CasesMockupTAT table for Escalated

Department High Priority Medium Priority Low Priority After TAT- EscalationChild Abuse – Case worker 3 hours 7 hours 15 hours Field OfficerGender Based Violence 4 hours 10 hours 18 hours HODPolice 2 hours 4 hours 6 hours Sup of PoliceHealth Dept 8 hours 16 hours 24 hours HOD

Sl No

Counselor Name

Case ID Date of call Time of Call

Status of Call

Escalated To Dept

Escalated To Person

Criticality TAT Status

1 Elizabeth 9876542 03/08/2016 11:33:00 Escalated Field Worker Karen High Priority

5 hrs Pending

2 Susan 2673849 10/08/2016 12:00:10 Escalated Police Adrian High Priority

1 day Pending

3 Kimani 9754207 14/08/2016 14:12:57 Escalated Field Worker Michael Medium Priority

2 days

Pending

4 Brian 1573642 19/08/2016 14:49:00 Escalated GBV Claire Medium Priority

6 hrs Pending

5 Jacky 6254782 23/08/2016 18:03:40 Escalated Health Dept Tabitha Low Priority

2 days

Pending

Search & Filter

Flow

Description An escalated case is a case escalated to the supervisor in the call center.

A referral is a case forwarded to other departments / Social Workers / field worker / Police / Hospitals etc.

The Supervisor or Counselors can monitor the dashboard of all the cases to ensure appropriate action is being taken for closure of cases. This will focus more on the cases which have been escalated.

Every case which is assigned with Priority will be defined with TAT (Turn Around Time) which will be defined by the department heads. Depending on the type of case, if the case is not to be acted upon or updated within the specified time, it will give an alert to the concerned manager / Supervisor.

Module 5: Reporting ModuleMockup

A) Case Management Reports

*All of the above will have filter and search option to get the exact data with the proper date range.

Sl Nos

Reports Calls Walk-in SMS E-Mail

Web Chat

Web Portal

Case /Field Worker

Other Dept

Social Media

Mobile App

1 Nos of cases Created

2 Nos of cases Closed

3 Nos of cases Pending

4 Nos of cases Escalated

5 Nos of casesRetrieved

6 Nos of cases missed TAT

7 Nos of cases with High Priority

8 Nos of cases with Medium Priority

9 Nos of cases with Low Priority

B) Communication Management Reports

Sl Nos Reports Calls Walk-in

SMS E-Mail

Web Chat

Web Portal

Case /Field Worker

Other Dept

Social Media

Mobile App

1 Total Inbound calls

2 Answered calls

3 Missed calls

4 Voice mails

5 Abandon Calls

6 Total Outbound calls

7 Average Outbound talk time

7 Total Prank Calls

8 Total Blank Calls

9 Total Foreign languageCalls

10 Caller Hung up

11 Average Talk time

12 Average Wait time

13 Average Walk-in time

14 Login duration

15 Average Walk-in time

16 Average E-Mail Handling time

17 Average Chat Time

18 Average SMS Handling time

Flow

DescriptionAll activities done on the case management system will result into reports which are used by the supervisors, management and others to analyze the trends and be proactive and take corrective measures to mitigate situations.

There shall be 2 main line of reports.

1 Case Management Reports: will consists of all the information have been captured through the case form utilized.

2 Call Management Reports: will consist of all the information captured through the calls. A broadly classified reports as follows: -

1

2

3Reporting Capabilities

There are two types of reports available to the end user.

Pivot Reports Comprehensive Reports

Pivot Reports

Wide selection of reports can be extracted .The X-Axis drop down list is matched with the Y-Axis drop down list and date range is also selected, then one clicks the Generate Report tab.

This gives a permeation & combination of the type of reports required and the different data required.

Comprehensive Reports - Types of Report

These are the main types of reports that have the category reports when you click on them. These include:

Call Reports Case Reports Counsellor Reports Service Reports Performance Reports

Reports Automation

Reports will be automated to be sent by end of a certain period to the important stake holders

Reports will be sent on a periodic bases like, daily, weekly, fortnightly, monthly and quarterly

Reports needs to be extracted and utilized for analysis purposes. Where needed with graphical representation.

Reports shall be available on the Web which can be available to only authorized personnel which also can be downloaded in the respective formats

Module 6: Dashboards Mockup7.1 Resources Presence Status:

Presence Status

This table indicates the nos of counsellor assigned to the respective queue

Nos of counsellors Logged into the queue Nos of counsellors available Nos of counselors busy on activities Nos of counselors on Break or Training Nos of counselors Offline Names of all the counselors for the assigned queue When clicked on each queue, it will pop up the names along with the duration they have been

on that status.

The supervisor / admin has the option to assign any new counsellor to the queue, reassign them to another queue or remove them from the assigned queue. (Create, Edit, Remove Users, Accounts, Admin configurations, etc)7.2 Counselor Login Page: -

Once the Counselor logs into their system, the login status and dashboard along with Cases and calls/other activities will get populated for that day.

Activities Assigned Logged in Available Busy Break / Training

Offline Names

Calls Inbound 10 8 4 3 1 2Calls Outbound

5 4 1 2 1 1

Walk in 3 3 0 3 0 0Online Chat 3 2 1 1 0 1Online form on the website

3 3 1 1 1 0

SMS 1 1 1 0 0 0Social media messenger

2 1 0 1 0 1

E-Mail 4 3 0 2 1 1USSD 1 0 1 0 0 0

Log-in Status

7.3 Councilor Case Dashboard

Login Peter

Available BusyIdle

Reports

Login Hours

Dash Board for the day

Nos of calls Answered

Nos of calls Missed

Nos of Outbound calls

Incomplete calls

Avg Talk Time

Avg E-Mail Handling time

Avg Walk in time

Avg Chat Time

Avg Time on Social MediaQC

Activities Total Nos of cases

Total cases closed

Total cases Pending

Total cases Escalated

Voice Mail Follow ups

Calls 10 6 3 1 2 0Walk-in 4 1 1 1 0 1E-Mails 3 0 1 2 0 0SMS 5 3 0 2 0 0Chats 2 2 0 0 0 0Web Portal 1 1 0 0 0 0Social Media 2 1 1 0 0 0

7.4) Administrator Dashboard: -

7.5) Case Manager Dashboard: -

The dashboard will display:

Activities in terms of cases: - total cases reported, completed cases, pending cases, abuse cases and ongoing cases.

Agents Available

Cases closed

Inquiries

Cases of Abuse Counseling Cases

Total Cases

Activities Total Nos of cases reported

Completed cases

Cases Pending Ongoing Cases

Abuse Cases

Case Manager 200 196 2 1 0

Activities Counselor online

Status of counselor

Call made by counselor

Total cases Call duration of counselor

Case Manager 6 Available 12 34 00:45:23

Activities Search Case

Case Number Case Category Reporter Case status

Cases Search criteria 1234 Case type Name Status

7.6) Case Worker / Field Worker Dashboard: -

7.7 Supervisor Dashboard: -

Calls

Case Workers/ Field Workers

QC

My Queue

Cases

Dashboard

Activities Total Nos of cases assigned by counselors

Total cases closed

Total cases Pending

Total cases Escalated to other depts

Follow ups

Counsellors 10 6 3 1 0

Activities Total Nos of cases created

Total cases closed

Total cases Pending

Total cases Escalated to other depts

Follow ups

Self 5 2 1 1 1

7.8 Case Worker / Field Worker Dashboard: -

DescriptionWall Display Visual Dashboard:

Summary dashboard to provide rich-graphics representation of real-time status of the Call Center that includes Call and Cases Statistics captured on big screen

Resources Presence Status:

This will show the supervisor the status of all system users and activities been engaged in.

Councilor Case Dashboard

This dashboard will indicate all the status of cases against each communication channel.

Counselor can click on the numbers and all the relevant case details will get populated

Administrator Dashboard: -

The Administrator is the overall system user. He or she will have access to the entire system and control rights. This will show the daily statistics of calls made on that day which updates on a real-time basis. The dashboard will also show case the case type distribution of each day.

Case Manager Dashboard: -

Case Manager is in a position to escalate cases to case worker that can be associated with the region of the reported case. Case Manager is in charge of all the Case workers and supervises their daily activities. The Case Manager will see the counselors that are connected to the system

Cases Escalated

QC

My Queue

Cases Created

Dashboard

Case Worker / Field Worker Dashboard: -

Will show consolidated cases escalated from the counsellor to the case worker / field worker in for the day. Updates on escalated cases and the status for other departments

Supervisor Dashboard: -

It will display all the consolidated calls for all the counselors logged in for the day will display all the cases created by the counsellors with various mode of communication.

Module 7: Additional Communication ChannelsMobile AppThe mobile app will leverage on existing technology and frameworks such as FormHub/Onadata for data collection. Open Data Kit (ODK) Collect will be the primary app for collecting, managing data in resource-constrained areas. This includes areas where an Internet connection is not available. Offline data can be collected using the app to be uploaded to our servers at a later date.

Tele-working Tele-working in this case refers to remote working. This is where agents or caseworkers are not tied down to the office in order to assist and handle cases.

Tele-working can be assisted by having a Public IP to the Call Centre solution.

Use of a VPN is encouraged as it adds a new layer of security. Also for tele-working a domain name is required for easy access to resources.

Office Line ModuleThe office line module allows for other stakeholders within the Child Helpline facility to be transferred calls on their office lines. This will require integration with the currently existing voice infrastructure.

We support integration with popular IP PBX systems. Using the SIP Protocol is a requirement for such office line integrations.

Database Architectural Design

Design Salient points

The forms meta data framework used will be based on XForms.The backend tools used to create and store XForms will be adopted from FormHub, using the OnaData branch. Ona Platform is used to collect, analyse and share data.Using a spreadsheet, the CO is able to define multiple fields to capture. The XForm will be converted to a webform with validation inbuilt. Changes to the fields being captured will not require expertise in software programming.

5. DeploymentHardware requirements

The following hardware requirements are dimensioned to the following amount of traffic: 500 Concurrent calls with 250 agents.

For higher dimensioning, consider adding more resources such as RAM, CPU or Servers.

Dimensioning also relies on Telephony capacity. A standard E1 is able to carry up to 120 simultaneous calls.

# Description

Hardware Requirements

1 Server(Proliant ML360 Gen( Intel Xeon E5-2600x3 (1.6GH/6 Core) 1P 8GB-R H240ar 500W PS Entry SAS Server. 1

2 HP 600GB 12G SAS 10K RPM SFF (2.5inch) SC Enterprise 3Year. For external storage and backup. 3

3 RCT 34U Server/Networking Cabinet 1M Perf Door 1

4 RCT 10 Way 16AMP Rackmount 1

5 MGE 3KVA Online UPS for Server 1

6 HP ProDesk Intel Core i7-6500 4GB DDR4-2133 DIMM 1TB HDD 7200 -

7 Samsung 18.5” (16;9) – LED 5ms, 600:1 static, D-Sub, wall mountable, simple stand with tilt. Samsung Magic Bright 3, magic colour. -

8 YeasterNeoGate TE200 PRI Gateway 1

9 CAT6 Network Points -

10 H540 USB Headsets -

11 Mecer 49” 16.9 1080P LED Panel -

High availabilityApplication High AvailabilityHigh Availability can be achieved if there are two or more servers able to continue processes in the event of downtime. You can achieve high availability on one host but different Virtual Machine instances. In the event of a software issue on one virtual machine, the secondary server handles calls.

Virtual Machine High AvailabilityHigh availability of virtual machines is achieved by using a dedicated hypervisor. Some examples include VMware ESX, vSPhere. vSphere allows for replication if a physical server is offline. The processes are then transferred to another physical server in the resource pool.

Data backup (in country govt. cloud replication/off site backup storage)Data backup can be handled in multiple ways. The best is to always have at least two resent backups of the call center data and confirm that the backup can be restored.

Data backup can be handled by the on premise IT Administrator. The call center software data can be downloaded from the server and periodically kept on an external storage device. In the hardware description table we recommend having a SAS Storage Array. SAS is an interface for attaching storage to servers. Also, SAS is a type of disk drive. Shared SAS is a way to attach a storage array to more than one server.

The solution can also allow for automatic offsite backup, which is ideal. Protocols such as SFTP and HTTPS are used to transfer data from the call center to an approved data warehouse. This data warehouse can be a government datacenter or a compliant cloud service provider.

Backups should be done as often as possible and practical.

Required backup components include the database and call recording. Source code for the solution is kept on version control and can be recreated from there.

How to do database backup and call recording backup will be included as part of the IT Training.

The below backup diagram shows how backup can be achived to remote sites.

ScalabilityIn order to scale the call center the following aspects have to be taken into account:

Number of channels availableThe number of channels the telecom service provider is able to avail limits the number of concurrent calls to the call center.

A single E1 line is able to handle up to 120 concurrent calls. For more calls consider provisioning more E1 Lines. Ideally form multiple service providers.

Codec UsedCodecs such as g729 are able to handle a high number of calls on the same bandwidth. This should be noted that transcoding would affect the scalability of the platform.

Transcoding, which is converting the audio signal from one codec to another, is CPU intensive and could limit the number of concurrent calls.

Number of agentsThe base system can accommodate 250 connected agents.

Hardware ResourcesTo increase the number of concurrent calls that can be handled by the system, consider adding additional hardware resources to the server(s). These include RAM, CPU and Disk Space.