CDR Based Customer Care and Convergent
Billing
Greetings toAll Participants
InventoryInventory
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Customer CareCustomer Care
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BillingBilling
RatingRating
PaymentsPaymentsReport Report
GenerationGeneration
Pro
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DATABASEDATABASE
Printing System/ Printing System/ Print VendorPrint Vendor Payment InterfacesPayment Interfaces
Cr Card/Banks/Chq etcCr Card/Banks/Chq etc..Web Self CareWeb Self Care
Claearing HouseClaearing Houseoror
Other SourcesOther Sources
NetworkNetwork
Self CareSelf CareAAAAAA
SecuritySecurity
• 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.
• 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, off-peak 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
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
Implementation in two phases
What we are buying in this project
• 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.
SOUTH ZONE /CENTRAL
POINT
NORTH ZONE
WEST ZONE
EAST ZONE
Invoice for child account1 to South Zone.
Invoice for child account2 to South Zone.
Invoice for child account3 to South Zone.
Corporate Billing•Custom integration to synchronize data across zones
•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
OtherBilling
Systems
Summarized Schedule
of Requirement – North WestApplication Software Server Type Network Component
Billing Solution(Convergys) DC Class Servers Exchange Router
Mediation (Intec)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 RDBMSVulnerability 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
Collection Methodology of CDRs
Backbone Router Backbone
Router
E3/STM-1 E3/STM-1
Data Center
FirewallFirewallEthSWITCH
NIDS
Mediation System
SSA
E1
AggregationRouter (Optional)
NIB – MPLS VPNNetwork
Edge Rtr
E1
Edge Rtr
Edge Rtr
Edge RtrEdge Rtr
Edge Rtr
Aggregation Router(Optional)
E1
PSTNSwt.
LE Router
Local ExchangeE1
LE Router
PSTNSwt.
Call Made
Call Received
Call Complete
d
CDR Generated
MTE
CDOT
CES
CDRCollector
RAS AAA
Ethernet Switch Type 2
NIB-II MPLSNetwork
InternetInternet Router
Firewall
Ethernet Switch Type 2
Internet/Web Servers
Ethernet Switch Type 2
Workstations
IDS Data Center Router
Ethernet Switch Type 1
Firewall
Backbone Router
Server FarmDC Class and Blades
Data Center Network Overview
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
BA
NIB-2 Edge Router
Exchange Router
E1 link
Aggregation Router
Exchange Level Connectivity (through Aggregation Router)
Zone-wise Exchange Router NIB-2 Connectivity
29
27
29
26
33
45
28
45
20
25
24
24
21
11 25
20
25
15
BLR
HUB
VIJA
VISA
CUDD
MYS
BEL
MLR KAKI
HYD
HYDNALA
GUNTVIJA
MEHBSANG
VIZISRIK
RAJAVISA
ELLUKHAM
WARAKARI
ANANKURN
CHITCUDD
NELLONGO
NIZAADIL
BANGKOLA
TUMKMANG
SHIMKARWDEVE
MYSOHASSMANDKODU
DHARBELGBELL
BIJARAICGULBBIDA
CDR Billing Network - South-1 Zone
Zone-wise Exchange Router NIB-2Connectivity
ExchangeEthernet Switch
EthernetExtender
EthernetExtender
EthernetHub
E1 Link
ExchangeRouter
PSTNSWITCH
Serial link for CDR
Serial link for ServiceProvisioning
CSRs
CSRs
LOCAL EXCHANGE
Remote Station
Local Exchange ConnectivityE1 Links
Zone-wise Exchange Router NIB-2 Connectivity
ExchangeEthernet Switch
EthernetExtender
EthernetExtender
EthernetHub
E1 Link
ExchangeRouter
PSTNSWITCH
Serial link for CDR
Serial link for ServiceProvisioning
CSRs
CSRs
LOCAL EXCHANGE
Remote Station
Local Exchange ConnectivityE1 Links
RemoteRouter
Reuse of existing CSR network
Existing network
Centralrouter
To MPLSNetwork
Local exchangerouter
To MPLSNetwork
Reverse Proxyservers
Web Applicationservers
Ethernet
Ethernet
EMS & DNSServers
Billing & Mediation Servers
CRM Servers, IVRS
EAI,DQ,Provisioning& Print Servers
AccessManagment& LDAP(P)Server
LDAP(S)Server
IdentityManagementServers(HA)
Ethernet
Eth. Switch I(Cisco 6509)
Eth. Switch I(Cisco 6509)
Security Servers
AAAServers
Ethernet
Ethernet
Ethernet Segments
WorkStations
CDRCollectors
Eth Switch II(Cisco 2950)
Eth Switch II(Cisco 2950)
WorkstationSwitch
(Cisco 2950)
Ethernet LAN segment
Backbone Router(Cisco 7609)
Backbone Router(Cisco 7609)NIB-2
Network
Firewall
Firewall
Data CenterRouter
(Cisco 7513)
Data CenterRouter
(Cisco 7513)Remote Access
Server(Cisco AS5350)
Remote AccessServer
(Cisco AS5350)
PE
PE
Internet Router(Cisco 7609)
Internet Router(Cisco 7609)
Internet
Firewall
Firewall
PE/Gwy
PE/Gwy
NIDS
NIDS
Ethernet
Ethernet
Data Center Network Architecture
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 and all other related
functionalities)– Directory Enquiry– EMS– IOBAS – FMS – 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
BSNL PSTN Cloud
E1R2/E1PRIIP EPABX
Call Center 1Call Center 2
WAN
IVRS
E1R2/E1PRI
Data Center LAN
CRM
CTI
Server
Call Transfer To Agent
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.
CRM Features• 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, cross-sell/up-sell and serve better
CRM Features• 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
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• 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– 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. 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
IVRS
Backbone Router
Backbone Router
Internet Router
Internet Router
ChandigarhData Centre
DataCentre Pune
NIB MKR
Mumbai Via MHS(WTR)
NIB MKR STM 1 Link
STM 1 Link
TAXChinchwad
STM 1 Link
STM 1 Link
STM 1 Link for CDR
STM 1 Link for DC
Via MPLS
STM 1 Link for CDR
STM 1 Link for DC
Connectivity Requirement for POC phase
Summary of Requirement
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
CDR
DR
ChandigarhData Centre
IVRS
Backbone Router
Backbone Router
Internet Router
Internet Router
DataCentre Pune
NIB MKR
NIB MKR STM 1 Link
TAXChinchwad
STM 1 Link
STM 1 Link for DC
STM 1 Link for DR
Via MPLS
Immediate Requirement for Data Centre
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