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CDR Based Customer Care and Convergent Billing Greetings to All Participants

CDR Based Customer Care and Convergent Billing Greetings to All Participants

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Page 1: CDR Based Customer Care and Convergent Billing Greetings to All Participants

CDR Based Customer Care and Convergent

Billing

Greetings toAll Participants

Page 2: CDR Based Customer Care and Convergent Billing Greetings to All Participants

InventoryInventory

Cu

sto

me

r C

are

Cu

sto

me

r C

are

Customer CareCustomer Care

Me

dia

tio

nM

ed

iati

on

BillingBilling

RatingRating

PaymentsPaymentsReport Report

GenerationGeneration

Pro

vis

ion

ing

Pro

vis

ion

ing

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

Page 3: CDR Based Customer Care and Convergent Billing Greetings to All Participants

• 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.

Page 4: CDR Based Customer Care and Convergent Billing Greetings to All Participants

• 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

Page 5: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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

Page 6: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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

Page 7: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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

Page 8: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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

Page 9: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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

Page 10: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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

Page 11: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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)

Page 12: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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.

Page 13: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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

Page 14: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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

Page 15: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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

Page 16: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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

Page 17: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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

Page 18: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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.

Page 19: CDR Based Customer Care and Convergent Billing Greetings to All Participants

Typical Exchange Router

Connectivity

BA

NIB-2 Edge Router

Exchange Router

E1 link

Aggregation Router

Exchange Level Connectivity (through Aggregation Router)

Page 20: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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

Page 21: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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

Page 22: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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

Page 23: CDR Based Customer Care and Convergent Billing Greetings to All Participants

Reuse of existing CSR network

Existing network

Centralrouter

To MPLSNetwork

Local exchangerouter

To MPLSNetwork

Page 24: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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

Page 25: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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

Page 26: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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

Page 27: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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.

Page 28: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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

Page 29: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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

Page 30: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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

Page 31: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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.

Page 32: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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.

Page 33: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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.

Page 34: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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

Page 35: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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

Page 36: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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

Page 37: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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

Page 38: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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.

Page 39: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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.

Page 40: CDR Based Customer Care and Convergent Billing Greetings to All Participants

Connectivity of DC

Page 41: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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

Page 42: CDR Based Customer Care and Convergent Billing Greetings to All Participants

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

Page 43: CDR Based Customer Care and Convergent Billing Greetings to All Participants