team 05 snapp voice communication system. client: charles zivko team members: divij durve - iiv...
TRANSCRIPT
![Page 1: Team 05 SnApp Voice Communication System. Client: Charles Zivko Team Members: Divij Durve - IIV & V Harsh Mhatre - System/Software Architect Khyati Thakur](https://reader034.vdocument.in/reader034/viewer/2022051820/56649e115503460f94afcd15/html5/thumbnails/1.jpg)
Team 05
SnApp Voice Communication System
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Client: Charles Zivko
Team Members:Divij Durve - IIV & VHarsh Mhatre - System/Software ArchitectKhyati Thakur - PrototyperMonica Varhale - Feasibility AnalystNikita Gupta - Project ManagerShlok Naik - Operational Concept ManagerShruti Gotmare - Life Cycle PlannerSushmaja Bondili - Requirements Engineer
Team
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● Strengths:○ Client Communication○ Project understanding
● Weaknesses:○ Roles○ Team Cohesion
● Concerns:○ Schedule○ Technology
Team’s Strengths and Weaknesses
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● Risks:○ Schedule - Reduce requirements○ LOS - Prototype
Team’s Strengths and Weaknesses
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Call logger, Dialer, Call listening, incoming call handler - TwilioIssue: Lack of experience with the technology.
open win conditions:redirect to open agent, call conference, auto dialer
Communication via email
Required Ruby on rails - lacking
S/P Engineer Observation
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System Purpose● Develop a voice communication system to be used in-house by the sales team
of SnApp-Dev. ● The voice communication system is an automation and enhancement of the
existing system that will lead to increased revenue for the client.● Unlike the current system which is time consuming and scattered requiring
more human effort, our system will simplify the workflow of the sales team by integrating all components into one place.
Operational Concept Description
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Core Capability Transformations
Capabilities Current System New SystemRoles and Responsibilities
The current system has only the role of a sales agent.
Along with a sales agent, the new system will provide roles for sales managers and system admin (maintainer).
User Interactions The current system requires the user to interact with multiple different applications.
The new system will provide the user with different screens to interact with the system for different functionalities.
Infrastructure The current infrastructure for the system comprises of Skype, Five9 and Freedom Voice.
The new infrastructure will consist of the Voice Communication system built using Ruby on Rails and hosted on Heroku server which integrates with the SnApp CRM and the Twilio API.
Stakeholder Essentials and Amenities
The current system is used by sales agents to click-to-call, autodial, setup account and download logs.
The new system will be used by sales agents, sales managers and system admin to make calls, autodial, monitor and record calls, log call details, update lead information, and conference into calls.
Future Capabilities N/A The new system can be used by the company executives to gain better business insights by data analytics.
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Benefits Chain
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System Boundary
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Capability Goals Priority Level
OC - 1: Log call detail information
Must have
OC - 2: Directly dial leads Must have
OC - 3: Conference into calls High
OC - 4: Provide voice-mailbox
Low
OC - 5: Auto dial from pool of leads
Very high
OC - 6: Listen to call recordings
Must have
OC - 7: Handle incoming calls
Nominal
System Capabilities
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Organizational Goals:● Improve time and money savings● Improve sales monitoring and performance● Improve business insights via analytics
Constraints:● The system must run on Linux.● The system must be deployed on Heroku cloud.● The system must use PostgreSQL as the back-end database.● Ruby on Rails will be used as the development language and
platform.● Twilio must be used for enabling calling features.
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Agreed WinWin Conditions:
Call Logger ● The system shall log call detail information so that we can pull
analytics on it. Priority: 0.87
Dialer ● As a sales agent I can click-to-call customers. Priority: 0.85
Capability and Project Requirements
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Call listening ● As a sales manager, I can jump in to calls so that I can help close
the deal. Priority:0.75
● As a sales manager I can listen in on active calls so that I can assure quality. Priority: 0.75
Incoming call handler● The system shall route the customer to voicemail if no agent is
available. Priority: 0.73
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Call recording● As a sales manager, I can use the recordings so that I can train
agents. Priority: 0.63● As a sales manager, I can listen to recordings so that I can assure
quality. Priority: 0.63
External system interface ● The system will be integrated with the SnApp CRM.
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Tools/Languages ● The system interface will be built using HTML5, CSS,
Javascript, Bootstrap, jQuery.● The system shall be deployed Ruby on Rails. ● The system shall run on Linux.● The system shall use Twilio API for voip.● The system shall log data in PostgreSQL.
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Potential Agreed Win Condition:
Call Conferencing● As a sales agent, I can quickly and easily request the conference call of a
manager so that I can close a sale.
Dialer ● As a sales agent I can auto dial customers so that I save time
Incoming call handler● The system shall make sure the incoming call is assigned to a back up
agent if the primary agent is unavailable so that less customers go to voicemail
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Level of Service:
● Efficiency: The system should be able to route calls within a 2 seconds to a open agent. Priority:0.85
● Scalability: The system should be able to handle 200 simultaneous incoming and outgoing calls. Priority:0.57
● Scope: The auto dialer should be able to make 10 simultaneous calls to find an available customer for the agent.Priority:0.12
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○ Provide direct dialling○ Provide autodialing○ Provide conferencing○ Handle callbacks from customers○ Log call details
❏ Integration with the CRM
❏ Log all necessary data in standard format for analytic engines
Risk Items Prototyped
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❏ Buying Information○ Prototyping
○Twilio API satisfy requirements○CRM integrates with Twilio API
❏ Risk Reduction○ Incremental Development○ Test in phases rather than at the end
Risk Mitigation Strategy
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Prototyping ResultsTwilio integrated with CRM and being used to make calls.
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Prototyping ResultsCall logs being retrieved in the CRM via Twilio.
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Architecture
● A web browser on the SnApp workstations is used to access the VCS application, that is deployed on Heroku Cloud.
● The application routes calls to and from customers / leads via Twilio API.
Internet InternetMobile andLandline
Service Providers
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Company Organization and Roles
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Logical Architecture
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Technical Architecture (MVC)
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Project Plan
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Development phase
Duration: 10/15/14 – 11/25/14
Concept: In this phase, the development team will identify the necessary functionalities of the system and design mockups for each functionality. After the prototypes are done, the team will start developing the system. Each member of the team will develop a particular module and perform unit test for that module. At the end of the development, the team will perform integration and system testing.
Deliverable:Operations Commitment package, Transition package, Core capability report, initial operational capability, evaluation documents
Milestone: Transition Readiness Review, Core Capability Drivethrough
Strategy: Development and testing
Life Cycle Strategy - Development phase
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Transition increment
Duration: 11/14/14 – 11/25/14
Concept: In this stage, the development team will push the source code base on the gitlab and deploy along with the app on Heroku. The team will also train Charles about the usability of the system who will in turn train his company employees who will use the system .
Deliverable: Operational Commitment Review Package, Transition package, Source code
Milestone: Operation Commitment Review
Strategy: Deployment, Training, and Transition
Life Cycle Strategy - transition increment
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Key Stakeholder Responsibility
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● Bi-weekly project report
● Bi-weekly project plan
● Weekly team meetings for planning and review
● Weekly client meetings for feedback
● Reporting on and monitoring Bugzilla
● Gitlab to manage the workspace for our project
● Win-book and Google Drive
Tools for monitoring project progress
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Methods, tools and facilities
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● Estimated CSCI577a Effort: 8 team members at 8hrs/week for 12 weeks
● Total estimated effort: 768 hours
● Budget information: $1000
● Project duration: 12 weeks (Fall 2014)
● Component modules in your development project: Call Monitoring (Call Recording, Listening, Conferencing), Auto-dialer, Incoming call handling, Direct dialer, Auto-provisioning
● Programming language used: Ruby on Rails, HTML, CSS, JavaScript
Resource Estimation
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Scale factors
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Cost Drivers
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COINCOMO Result
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Feasibility EvidenceBusiness Case Analysis
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Benefit Analysis
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● Deployment of system in operation phase and training
- Installation & Deployment [5 hrs * 3 times * 2 people]
- Training & Support [5 hrs * 2 times * 2 people]
● Maintenance phase
-Maintenance[3 hr/week * 52 weeks]
Cost Analysis
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ROI Analysis
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● Lack of time for rigorous testing● Call Routing efficiency of 2 seconds implementation● Scalability of handling 200 incoming and outgoing calls● The Auto-dialer scope of dialing 10 simultaneous calls
Risks in Voice Communication System
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Capability Feasibility
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LOS Feasibility
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PersonaSales Agent, SnApp
Jennifer Lawrence
Basic DemographicAge : 25Occupation : Sales Agent,SnAppHomeTown : Los AngelesMarital Status : Single
Description
She has a degree in marketing from Marshall
school of business. She loves to talk and make
friends.
Attributes
Excellent convincing skillsGood negotiation skillsCharming and attractiveCompetitive
User Scenario
She has been working in SnApp since 4 months now. She is very competitive and does not like to waste time at work. She feels that a lot of her time gets wasted when she has to switch between skype and five 9 just to make calls to the customers and update lead status. She feels that a new VCS system would significantly increase her performance at work and boost SnApp’s profits.
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David Beckham
Basic DemographicAge : 36Occupation : Sales Manager,SnAppHomeTown : New YorkMarital Status : Married
Description
He was born in New York. He loves
travelling and meeting new people.
Attributes
Excellent leadership qualitiesAlways smiling Very polite and a quick learner
User Scenario
He is a CS graduate from NYU. After his graduation he worked in IBM as a sr. software developer for 7 years. He wanted to apply his work experience and leadership qualities to build a new company so he got into SnApp as a sales manager. He knows that every company has to monitor the performance of its employees and he feels that SnApp needs a VCS that would not only handle calls but also process call data to extract business analytics to make better business decisions.
PersonaSales Manager, SnApp
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Andre Agassi
Basic DemographicAge : 42Occupation : Super Admin for VCS (SnApp CTO)HomeTown : San FranciscoMarital Status : Married
DescriptionHe has a graduate
degree in computer science from UCLA. He
loves coding and spending time with his
family
Attributes
Excellent programming skillsloves to take up new projects
User ScenarioHe is a CS graduate from UCLA. He has been a freelance web/mobile developer. He has worked for many startups and he particularly liked the work that SnApp does. He has been developing mobile application for SnApp’s clients and monitoring SnApp’s profits. He has got to a conclusion that SnApp needs a VCS that would make everyone’s jobs easier and help monitor SnApp’s growth and profits because he feels that it is very difficult to track agents profiles or manager’s progress with the current system
PersonaCompany Executive, SnApp
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Chris Markus
Basic DemographicAge : 50Occupation :VP of ArchstoneHomeTown : Los AngelesMarital Status : Married
DescriptionHe is a MBA from USC
Marshall school of business.He loves reading business
articles and spending time with his pets.
Attributes
Excellent business skillsExcellent leadership skills
User ScenarioHe has an established real estate company. He is looking forward to expand his business among the mobile users and thus needs a mobile app for his company which will help him in expanding his business among mobile users.
PersonaVice President, Archstone
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Emily Smith
Basic DemographicAge : 28Occupation :Founder of Estate Corp.HomeTown : San JoseMarital Status : Single
DescriptionShe is born in
California. She is passinate about
providing affordable housing to locals.
Attributes
Excellent management skillsExcellent communication skills
User ScenarioShe is a MBA from NYU’s Stem school of business. She has started her startup real estate company. She wants to expand her company’s business and make more profits soon. She feels that a mobile app for her company will help her in expanding her business quickly.
PersonaFounder, Estate Corp.
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Traceability Matrix
Quality Focal Point
OCD WinWin Agreement SSAD Test Case
OC-1 WC_3225 ATF-9,UC-8 TC-04-01
OC-2 WC_3222 ATF-8,UC-1,UC-2 TC-01-01
OC-3 WC_3230 ATF-8,UC-4,UC-5 TC-02-01,TC-02-02
OC-4 ------- ATF-1,ATF-2 TC-03-01
OC-5 WC_3223,WC_3224 ATF-8,UC-3 TC-01-02
OC-6 WC_3226,WC_3227 ATF-10,UC-7,UC-8 TC-04-01
OC-7 WC_3231,WC_3233 ATF-8,UC-6 TC-03-01,TC-03-02
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Defect Management
● Defect Prevention○ Personnel Training○ Win-Win Negotiations
● Defect Detection○ Pair Programming with Peer Review
● Defect Removal○ Desk Checking by Developers○ Unit, Integration, System and Acceptance Testing
● Defect Tracking○ Bugzilla○ Progress Report
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Types of Testing:● Unit Testing● System Testing● Acceptance Testing
Test Plan
Test Strategies:● Integration order-of-build● Value-based test prioritization● Requirements-test traceability● User environment simulation
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Completion Criteria: Sales agent can call a particular lead by clicking on ‘click to call’ button
Test case 1: Sales agent clicks on a lead’s name to dial his number. A screen with his information opens up and a call is made to the lead.
Acceptance Test CasesDirect Calling
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Completion Criteria: Each sales agent is able to autodial leads from the pool of leads assigned to him.
Test case 1: When the agent clicks on auto-dial , the system should automatically start autodialing leads from his pool of leads.Test case 2: If more than one user picks up the call, one of those users will go to voicemail on the basis of who picks the call first.
Acceptance Test CasesAuto-dialing
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Completion Criteria: Manager is able to join in on conference
Test case 1: When the agent clicks on auto-dial , the system should automatically start autodialing leads from his pool of leads.Test case 2: If more than one user picks up the call, one of those users will go to voicemail on the basis of who picks the call first.
Acceptance Test CasesConferencing
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Completion Criteria: When customer calls, the call is connected to the assigned sales agent; if the sales agent is not available the call goes to voicemail.
Test case 1: When customer calls and his agent is available, the specific agent picks up.Test case 2: When customer calls and agent is not available, the call goes to his voicemail.
Acceptance Test CasesIncoming Call Handling
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Completion Criteria: All calls are recorded and their detail information is stored in a database for access in the future.
Test case 1: Every active call is recorded. Every time a call is completed we store all call detail information and the recording in the database.
Acceptance Test CasesCall Logging
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Thank You!